CRM User Story 1 - Knowledge Worker & Management Relationship

1. 3 Output

1.1. 3.1 Management does not as a matter of course criticize the tickets created by knowledge workers, because support tickets are designed to elicit information that is wanted by management.

1.2. 3.2 Knowledge workers are privately "coached" on less-than-great tickets.

1.3. 3.3 Management deals effectively with knowledge workers who do not produce acceptable support tickets.

1.3.1. 3.3.1 The ability of a knowledge worker to create acceptable support tickets is an explicit requirement of being a knowledge worker.

1.3.2. 3.3.2 Knowledge workers who are unwilling or unable to create support tickets that are acceptable to management will be terminated for cause; because they cannot produce a product that is required of a knowledge worker who uses the CRM.

2. 1 Functionality

2.1. 1.1 Knowledge workers use the CRM to create support tickets

3. 2 Features

3.1. 2.1 CRM features a support ticket creation design that elicits the information from the knowledge worker that management actually wants.  Not what management thinks they have to say they want:   but WHAT THEY ACTUALLY WANT.

3.2. 2.2 If this is not done in this way, support ticket creation will become a factor that negatively impacts the knowledge worker's experience.

3.3. 2.3 It is vital to the ability of a knowledge service to differentiate itself to maintain a positive experience for the knowledge worker.

3.3.1. 2.3.1 The customer's experience (perhaps one of delight) is inextricable connected to the knowledge worker's experience.