A Writer’s Guide to Surviving Agile Software Development

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Many writers are trying to figure out how to meet deadlines, write quality documentation, and stay sane as their software companies switch from the traditional “waterfall” method of development to the increasingly popular Agile methodology. An industry of consultants caters to making developers and product managers successful with Agile, but there is limited—if any—information on how writers can cope in such an environment. How do we know? Because in 2006, salesforce.com switched to Agile. Our Documentation and User Assistance team found few resources to help us work with Agile, even though our executives, managers, and Agile coaches were determined to help us succeed. From our experience, we… Continue reading

Open CTI—Say Goodbye to CTI Adapters

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The latest  computer-telephony integration (CTI) offering from Salesforce is Open CTI.  It differs dramatically from previous Salesforce CTI offerings in that it doesn’t require users to install CTI adapter programs on their machines to use Salesforce with phone systems.  That’s right—no more client applications are necessary to use the features of a CTI system with Salesforce.

So how should you get started with Open CTI?  Look no further than the Open CTI Developer’s Guide (link opens Web page).  The guide explains that Open CTI is a browser-based JavaScript API, and it includes all the methods and code samples you… Continue reading

The New Service Cloud Workbook: Build Help Desks for Support Agents

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The Service Cloud Workbook shows you how to set up multiple channels and integrate them with a help desk so that agents can respond to customers from any channel. First you’ll learn basic Service Cloud features. Then you’ll explore more challenging features that require code, such as Open CTI, Custom Console Components, and the Service Cloud Console Integration Toolkit. Continue reading