Resources
Field Notes
Real-world insights on Salesforce Service Cloud, Omni-Channel routing, Knowledge management, and getting your service org ready for AI — written from actual implementation experience, not theory.
No hype. No filler. Just the frameworks, decisions, and lessons worth knowing before you build.
Latest Posts
📬 First Response Resolution: The Underrated Metric That Tells You Everything
First Response Time tells you how fast your agents are.
First Response Resolution tells you how effective they are.
If your first reply actually solves the issue, that’s not just efficiency—that’s trust. And it’s a customer loyalty superpower.
Here’s why First Response Resolution deserves a place on your Salesforce dashboard.
Rethinking Salesforce Reporting: How I Left a Session Inspired to Build Better Dashboards
Ever feel boxed in by Salesforce dashboards? I did—until I attended a session that completely reshaped how I think about reporting. Learn how Lightning App Pages, screen flows, and even user records can unlock smarter, more flexible dashboards for your service teams.
SOQL Isn’t Just for Developers: It’s a Power Tool for Admins Too
I’ve always thought SOQL was just for developers. Turns out, it’s one of the most useful tools an Admin can use to get the data they need—fast. From user access checks to quick exports, here’s how I’m using SOQL to work smarter, not harder.
What I Learned From Teaching Omni-Channel at Midwest Dreamin’
After leading a hands-on Omni-Channel training at Midwest Dreamin’, I walked away with more than just a successful session—I gained a fresh perspective. In this post, I share what went well, what I’ll do differently next time, and how I plan to level up future presentations with more personality, deeper content, and stronger community connections. Whether you attended or not, I’ve included resources, reflections, and a look ahead at what’s next for Omni-Channel in Service Cloud.