Great idea, but it goes further than that (and not sure how you would test for this...) I had a potential customer who has been on at her vendor for getting on two years to explain/fix why the payroll summary report didn't match the bank payroll payment. I got he problem resolved in under half an hour on the phone to support desk just using the correct technical terminology rather than the business terminology which support desk didn't really understand. No coding no answers, just asking the right questions
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Great idea, but it goes further than that (and not sure how you would test for this...) I had a potential customer who has been on at her vendor for getting on two years to explain/fix why the payroll summary report didn't match the bank payroll payment. I got he problem resolved in under half an hour on the phone to support desk just using the correct technical terminology rather than the business terminology which support desk didn't really understand. No coding no answers, just asking the right questions