I’d like to ask conceptually about a pain point my team has.
We do bilingual IT support for clients in Tokyo. There are usually multiple support people servicing one client, so the team spends effort doing KT or knowledge transfer from person to person. I want to eliminate or reduce any redundancy and rework, making this KT process as efficient as possible.
Say we do two visits at a client site, per week, Tues and Thurs. The visits are handled by different people sometimes. The Tuesday visit ends, and the person in charge on that day will summarize in an email about the general state of things, talking about several tasks that are WIP. Then the person in charge on Thurs will pick that up, and take over the tasks to completion.
In other words, getting the task done asap, is more important than sticking to the same assignee for the entire workflow.
How are folks handling such a scenario?
Task comments are one idea, and while I can get a table to display comments, that has the potential to be rather unwieldy if the comment streams are long. Perhaps a type of formula field could be added, that shows “last N comments” and you could set it to the last three or whatever, then make a table that shows a comment focused view per client, making this KT thing a bit easier.
Edit: added screenshot showing that latest comment is kind of hidden in table view, since it is to the right. If the latest comment could be placed first, that would at least help this concept…
Appreciate any ideas, thanks!