Hi Louis, others, I enjoyed this article, thank you.   You listed three questions and said that we should match them with specific metrics Have we made it easier for a user to get an answer? Are customers getting the best answer the first time? Have we improved the overall support experience? Can you share what kind of metrics we should use for these specific questions. Is the data to answer these questions coming from other systems in addition to Lithium?   Thanks for providing such a helpful, well-liad-out article. Yours, Marc   Manager, Demandforce Community and Content San Francisco, California   ... View more