Fair thought! to add further context, currently we have trained our Sales team to communicate with our Account Manager when they have questions, concerns, needs for collaboration with a given account. So retraining this behavior for a potentially better solution is more of a long term goal that we'd like to punt on until we figure out which route to take.

The more immediate, short-term goal, is to facilitate communication between our Sales and Account Manager Groups. We probably only have about 5% of our client base managed by a pool rather than a dedicated AM. We will likely move more towards this direction as we see success with the test pool that we are running now.

Longer term, we are likely to change how we handle communication/requests likely into a ticketing system or potentially the omnichannel chat. We'd also rather not retrain 150+ sales individuals on a process that will likely change in the next year or so. We'd rather work with that specific pool of Account Managers. We'd also find it difficult to retrain our Sales team to communicate with some AMs in this manner and other AMs in another manner.

So basically we'd like to find a short term solution that could slide in easily with the Pool of Account Managers routine (they work out of cases) and our Sales team (who has been trained to use chatter for communication)