Limiting the challenge framing allows researchers to be more precise about understanding of the need and the opportunity for design.

Prompts should be used during Brainstorming sessions, to incite creative thinking.

Sales reps should NOT be brought into brainstorming sessions during the Idea Generation phase because they lack customer/user knowledge, only Sales Managers should be allowed there.

When the customer is using the web which feature allows users to generate cases directly from the web?

While using Salesforce to Salesforce, to stop sharing a case comment or attachment, you must make the records private.