Nobody inherits a CRM. They excavate one.
Every workflow rule was somebody's fix for something. Change one without the story and find out which.
Read the film transcript
Narration from this original film. Soft instrumental music plays underneath.
Three teams use the word qualified and mean three different things. The routing rules assume a fourth.
You spend the pipeline meeting reconciling definitions instead of running the pipeline.
Kept is a voice interview. June calls, asks about your work, and keeps what you say, in your words, in a jar that’s yours.
A new ops hire asks why rule 17 exists before changing it. Kept answers with the capacity reason and cites your call.
The pipeline meeting runs the pipeline. Kept. Keep the knowledge behind the work.
The instance is an archaeological site: validation rules from a 2023 crisis, a routing flow tuned to a rep who left, fields three teams read differently. Every admin transition triggers weeks of careful digging, and every confident cleanup breaks something sales was quietly depending on.
Kept interviews the people who shaped the system and keeps the why in their words, cited and current. Changes start from reasons. New admins ramp from answers. You see what is covered across the team, and nobody gets graded on any of it.
Keeping a knowledge item does not promise permanent access to its original transcript. Sources can become unavailable after retention or removal. Check what evidence is available before relying on an answer.
Read personal and workspace controls. The overview above is available as text; explore the guided text walkthrough for a step-by-step example.