Klever's Guide to Knowledge Sessions at Dreamforce 2015 (Tues, Sept. 15 - Fri, Sept.

18)
Updates/corrections at https://community.getklever.com/posts/1021175-top-sessions-to-attend-at-dreamforce-2015
V1.4: Last updated September 15, 2015
Day Time Venue Topic Speaker Level
Tuesday
9:30 AM Palace Hotel, Grand Ballroom Knowledge-Centered Support (KCS): Unlock Your
Stephenie
HiddenGloden,
Knowledge
Apollo Education
Concert Group; Greg Oxton, CSI; Lynda King,
Salesforce
10:30 AM Palace Hotel, Twin Peaks How Salesforce Uses the Service Cloud Atul Nanda, Paul VanMaanen,
Sanjeev Balakrishnan (all Salesforce)

11:00 AM Palace Hotel, Sunset Court New KCS tips for Salesforce Knowledge Devra Stuzenberg, Salesforce Beginner
11:00 AM Palace Hotel, Pacific Heights Know-It-All: Best Practices for building a KillerGeorge
Knowledge
Tarmy,
Base
ParkWhiz; Alex Beginner
Mozes, Udemy
12:00 PM Marriott Marquis, Yerba Buena Building A One-Stop Shop: Supporting Students
Richard
Has Never
Conley,
Been
UMass
Easier
Lowell
Salon 10-12
12:30 PM Intercontinental, How HP Initiated a Large Enterprise Transformation
Adam Jones,
with Salesforce
HP; Scott Carruth,
- Part I Advanced
Intercontinental Ballroom A-B Salesforce
2:30 PM Moscone West - Small Business Top 5 Recommendations for Launching and Managing Your Community Beginner
Zone
3:00 PM Marriott Marquis (Room TBD) https://www.eventbrite.com/e/networking-with-service-professiona
Existing
Service Cloud
users
Meetup/Networking Session
3:30 PM Palace Hotel, Grand Ballroom Panel: Things I Wish I Knew When Implementing
RussKnowledge
Glover, Salesforce; Devra Intermediate
Concert Struzenberg, Salesforce; Cheech
Moore, Salesforce
Wednesday
9:00 AM InterContinental, Grand Using Communities to Design a Successful, Empowered
Gloria Gutierrez,
SupportPearson
Experience
Education;
for Users
Advanced
Ballroom C Deborah Carter, Salesforce; Michael
Manning, Salesforce
 11:00 AM InterContinental, Grand Implementing Knowledge and Collaboration Curtis
in the Gold,
Large HP;
Enterprise
Scott Carruth, Intermediate
Ballroom C Salesforce
11:00 AM Palace Hotel, Ralston Ballroom Forrester: Transform Your Customer Service Ian
for the
Jacobs,
Age Forrester
of the Customer Intermediate

11:00 AM Palace Hotel, Grand Ballroom Customer Service Analytics with Service Wave,
Francois
Turn Insight
Lopitaux,
intoSalesforce;
Customer Delight
Dylan
Rose Thom, Salesforce
11:00 AM Yerba Buena Center for the Paul Greenberg, Denis Pombriant, Intermediate
Arts, Forum Ray Wang, John Taschek
(Salesforce), Anne Chen (Salesforce)

Future of CRM: Paul Greenberg, Denis Pombriant, Ray Wang

ussions, then breakout into groups
50 Fremont.
for an hour.
15 minutes
Will headwalk
straight from here to the Il Fornio event. https://www.eventbrite.com/e/accelerate-your-customer-service-wi
Peers
from Moscone. Check in at discussing/sha
lobby on ground floor, will be ring info on *
escorted to 35th floor meeting Self- Service
room. Communities
* Knowledge
Centered
Support
* Intelligent
Swarming
* Service
Console

Meetup/Networking Session
7:00 PM Il Fornio (Invite required) Salesforce Knowledge User Group meetup Devra Stuzenberg, Salesforce; Lynda
King, Salesforce
Thursday
8:30 AM Palace Hotel, Grand Ballroom Panel: Things I Wish I Knew When Implementing
RussKnowledge
Glover, Salesforce; Devra Intermediate
Concert Struzenberg, Salesforce; Cheech
Moore, Salesforce
10:00 AM Metreon AMC Theaters, Know-It-All: Best Practices for building a KillerGeorge
Knowledge
Tarmy,
Base
ParkWhiz; Alex Beginner
Theater 15 Mozes, Udemy
10:00 AM Palace Hotel, Pacific Heights Large Enterprise Transformation of CustomerCheryl
Service
Hodge,
with Service
DuPont;Cloud
Greg Glaser, Intermediate
AmerisourceBergen; Doug Porta,
Salesforce
 10:30 AM Palace Hotel, Twin Peaks Intelligent Search: Self-Service Experiences that
David
Triple
Wylie,
Deflection
Vmware; Rates
Lynda King, Intermediate
Salesforce; Andre Robitaille,
Salesforce
11:30 AM Intercontinental, How HP Initiated a Large Enterprise Transformation
Adam Jones,
with Salesforce
HP; Scott Carruth,
- Part II Advanced
Intercontinental Ballroom A-B Salesforce
2:00 PM Palace Hotel, Grand Ballroom How Salesforce Uses the Service Cloud Atul Nanda, Paul VanMaanen,
Rose Sanjeev Balakrishnan (all Salesforce)

2:30 PM InterContinental, Grand Implementing Knowledge and Collaboration Curtis

in the Gold,
Large HP;
Enterprise
Scott Carruth, Intermediate
Ballroom A-B Salesforce
2:30 PM Palace Hotel, Grand Ballroom Top 5 Lessons Learned Deploying KnowledgeMichelle Manbeck, AOL; Cheech Beginner
Concert Moore, Salesforce
3:30 PM Palace Hotel, Sunset Court New KCS tips for Salesforce Knowledge Devra Stuzenberg, Salesforce Beginner
4:00 PM Palace Hotel, Pacific Heights Knowledge-Centered Support (KCS): Unlock Your
Stephenie
HiddenGloden,
Knowledge
Apollo Education Beginner
Group; Greg Oxton, CSI; Lynda King,
Salesforce
Friday
10:00 AM Moscone West - Small Business Top 5 Recommendations for Launching and Managing Your Community Beginner
Zone

Analysts:
http://www.salesforce.com/dreamforce/DF15/docs/4perfectdays/DF154PD-Analyst.pdf
Special thanks to @atul nanda, @becca krass @scott carruth for suggestions on sessions.
Feel free to reach out and connect with our CEO and co-founder @phil verghis at the event.

This handy guide brought to you courtesy of Klever's Enterprise Assessment tool, which is now KCS v5 Aligned.

Successful knowledge-sharing programs are a critical mix of team behaviors, supporting technologies, and organizational practices that encourage these behaviors. Th