True to The Core – thank you Scott!

Picture of Astro eating an apple core

Written by Paul Ginsberg

9th October 2021

“In speaking to leaders in support and product, there’s a general philosophy that if there’s a perceived bug/issue from our customers and our response is that it’s a limitation, then we should ensure that limitation is documented and point you to it. There’s work to do here.”

I want to give a public shout out to Scott Allan, who’s been working on the Idea Exchange revamp, for going to great effort to respond to an issue, when he could be easily forgiven for sweeping it under the carpet and claiming he was too busy with Dreamforce; or saying that it falls under a different team’s remit.

THANK YOU TO SCOTT! And here’s Scott’s fairly self-explanatory message for those that are curious:

‘For the True to the Core session at Dreamforce, Paul Ginsberg submitted the following question that we didn’t have time to answer: “What’s the criteria for something being a Known Issue?”

Generally, if a customer reports an issue that is investigated by our engineering/product teams and is found to be reproducible, a bug is logged and a corresponding Known Issues entry is created.

However, Paul (and others) pointed out that sometimes it feels less clear about whether something becomes a Known Issue when it’s investigated and the result is it’s described as a platform limitation. As part of the @Known Issues Reimagined program, we’ll be looking as situations like this (as well as when customers are directed to create an idea in a support/Known Issues context).

In speaking to leaders in support and product, there’s a general philosophy that if there’s a perceived bug/issue from our customers and our response is that it’s a limitation, then we should ensure that limitation is documented and point you to it. There’s work to do here.

Examples of when you’re left scratching your head help. Let us know here or via direct message if you have other situations that we should work with the various teams to help smooth out.

And while I’m here, let me plug that as of a few hours ago, the new IdeaExchange is now live. Take it for a spin and let us know what you think. We’ll be taking certain elements (i.e., improved search and filtering) and applying it to Known Issues.’

And it’s a public discussion, all available on the True To The Core Trailblazer Group.

p.s. My response for the curious: ‘Hi @Scott Allan, I can’t properly tell you how much I appreciate your update on this. It’s something I’m really passionate about, and you’ve shown that you have both understood the issue and will act on it, even if it takes time to line something up. It really helps restore faith that the checks and balances will work – suffice to say that the responses from the team involved showed a lack of real world understanding of the impact that lack of transparency can have on the day to day workings of Administrators. Everyone can benefit from external perspective – I guess that’s what #TTTC is about. Thank you!’

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