An ancient Sanskrit proverb says that there is no comparison between a King and a scholar, as the king is celebrated only in his country, whereas a scholar is celebrated everywhere. This is a concept that a Latin aphorism summarized in scientia potentia est, or knowledge is power: this applies to any aspect of life, including Salesforce.
We are not planning to rule the world or win a battle; all we want to do is speed up and enhance customer service using knowledge.
As we discussed in Chapter 1, Secure Data Access, data is the focus of business processes and extracting knowledge from it can be a win for a company.
The kind of knowledge we are actually talking about is related to customer services. Think about this book: isn't it a compilation of useful information that we can use to administer our CRM? This is knowledge.
How many times have you been...