Salesforce CSI: Uncover What Was Previously Built
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Need to get up to speed fast on what was built in your company's Salesforce instance? Join Salesforce MVP Amber Neill Boaz to learn how to find out what was implemented, deployed, and created when there is little to no documentation. This session is great for new admins starting with a company and experienced admins looking to update their documentation.
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Salesforce CSI: Uncover What Was Previously Built
- 1. Salesforce CSI: Uncover what was previously built Amber Boaz Consultant @ Wired Triangle Salesforce.com MVP @amber9904
- 2. Amber Boaz Consultant @ Wired Triangle Salesforce.com MVP @amber9904
- 3. New job? New consulting gig? Volunteer? On your first day you discover that a crime has happened…your predecessor has left no documentation!
- 4. Figure out what’s going on Talk to the witnesses Analyze the evidence
- 6. Witnesses leave a trail...
- 7. Analyze Business Processes Setup → Customize→ Opportunities → Sales Processes Setup → Customize → Cases → Support Processes
- 8. Analyze Fields Setup → Customize→ Object Name → Fields Setup → Create → Object Name → Fields Field Trip → http://bit.ly/DF14-CSI-FieldTrip
- 9. Analyze Validation Rules Setup → Customize→ Object Name → Validation Rules Setup → Create → Object Name → Validation Rules
- 10. Analyze WFRs, Approvals, & Flows Setup → Create → Workflows & Approvals → Workflow Rules Setup → Create → Workflows & Approvals → Approval Processes Setup → Create → Workflows & Approvals → Flows
- 11. Analyze Company Profile Setup → Company Profile
- 12. Analyze Data & File Usage Setup → Data Management → Storage Usage Setup → Data Management → Storage Usage → Overall Top Files By Storage Utilization
- 13. Analyze Installed Packages Setup → Build → Installed Packages
- 14. Analyze the Role Hierarchy Setup → Manage Users → Roles
- 15. Analyze Setup Audit Trail Setup → Security Controls → View Setup Audit Trail
- 16. Analyze Reports ● 3 great reports to run o Login History o API Usage o Report of Reports
- 19. Q&A
Editor's Notes
- Key Takeaway: We are a publicly traded company. Please make your buying decisions only on the products commercially available from Salesforce.com. Talk Track: Before I begin, just a quick note that when considering future developments, whether by us or with any other solution provider, you should always base your purchasing decisions on what is currently available.
- You don’t know what’s going on No history No context No backstory Ok, maybe not a crime...but it should be!
- Which departments use Salesforce? What processes are automated? What processes are NOT automated? What do front-line managers need Salesforce to do? What about the front-line workers?
- Chatter What are the most active Topics? What are the most active Groups? What does the Chatter Usage Dashboard say? Who are your most active Chatter users? Talk to them! What does this tell us What people are talking about Where they’re talking about it Active Chatter users are likely to be well connected in the organization. Resources https://appexchange.salesforce.com/listingDetail?listingId=a0N30000003IYLqEAO
- Business Processes What does each mean? Are there several? Should there be more/less? Are there any that are inactive? What does this tell us? The minimum number of distinct use cases for the relevant objects Any inactive means that the team has changed their minds
- Fields: Which are in use? (Field Trip) Review Descriptions and/or Help text What this tells us: Fields no longer in use or were never used. Compliance with business rules regarding record completeness Low-hanging fruit for simplifying page layouts Resources: FieldTrip: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000003HSXEEA4
- Validation Rules: Which objects have them? How complex are they? Are their comments? If so, are they helpful? What this tells us: Fields with VRs often have integrations touching them. Phone Number fields might mean there’s a dialer Fields are required by a business process (Closed Lost Reason, etc.)
- WRRs, Approvals, & Flows Workflow Rules - sort by object, review by object What emails are being sent? To whom? What fields are being updated? What Tasks are being created? For whom? What time based actions are there? Approvals What types of records need approval? Who’s doing approving? How complex are they? What can the Approval History Reports tell you? Flows Are they nested? Under what circumstances are they kicked off? Deactivated Stuff Turned off processes are just as important! What did they do? When were they turned off? By whom? What this tells us: Processes that are automated Sensitive processes that require management intervention (PTO, Oppty discounts, etc.) Complexity of processes means that the business is complex (or at least sees itself as being complex) Lack of automation tells us that the org is new, or our predecessor wasn’t experienced with Salesforce Resources: Approvals - https://help.salesforce.com/HTViewHelpDoc?id=approval_history_reports.htm&language=en_US
- Company Profile Company Information How many users? How many of each license? Who has them? How many remaining User licenses Feature licenses Who’s the primary contact for the org? Where are we relative to data & file usage? More on this later Where are we relative to API usage? Report on that for history. Fiscal Year How is it setup? Does this agree with the information you have about the organization? Business Hours - (Support) Confirm this is real story about it being wrong Holidays - (Support) confirm is correct What this tells us: How big the org is. The types of licenses they have Fiscal year complexity means that work on forecasting may be harder A non-24x7 support center should have Business Hours and Holidays. If not, escalation rules are probably firing incorrectly.
- Data & File Usage Which objects have have the most records? Does that make sense given what you know about usage? Who are your biggest data & file users? Are those folks even active users? What types of files are they? Are they business related? (movies!!) What this tells us: Who is a heavy user? Who’s adding files? Especially the bigger files? Integrations adding lots of little records. Data storage is expensive
- Installed Packages: Which packages are installed? Who has licenses to the packages? Which are expired? What, if any, are uninstalled? Which do you already know about? Which do you need to investigate further? What does this tell us? Expired packages means that it *was* useful at some point, but no longer. What functionality you can leverage. What functionality you might have to support.
- Role Hierarchy Who’s at the top? Does the structure make sense? Does it match your understanding of the organization’s structure? What this tells us: Who has the keys to the data-kingdom. Familiarity will help you troubleshoot data visibility issues.
- Setup Audit Trail: What’s been changed recently? By whom? In the 6 month export, who made the most changes? Were the changes in batches indicating related changes? What this tells us: The cadence of changes. Changes rolled-out together (can be conflated in users mind as causing issues)
- Reports Who is logging in frequently? Who is NOT logging in frequently? By what method are they logging in? Outlook? OAuth? etc. Who is creating reports? Does the report folder structure tell you anything? Which reports are scheduled? Who are they being emailed to? What this tells us: Who’s logging in, how often, and from where. What apps are people using (API). How often are they using those apps. Who’s creating reports and what they’re about.
- Dashboards Who is building dashboards? Which are refreshed? Are they emailed? To whom? What this tells us. The important metrics to managers Refresh schedules tell us how often these metrics change Email recipients tell us who is most interested in the metrics
- Do your successor a favor, document what you’ve found! Why? Because you’re a more valuable employee/contractor/volunteer if you share information Because your successor will be grateful Because you won’t remember what you found 3 months from now Because it’s the right thing to do! Tools to use for documentation Google Docs or, better yet, Sites Sharepoint Other tools
- 5m