Hear.com (Johann Furmann)

1. What are my Users doing? Feature adoption tracking in Salesforce - Johann, 25.08.2019 -
2. hear.com LLC 2 • Introduction • What to track? • How to implement? • Demo time • What to do with gathered data? • Conclusion Agenda
3. hear.com LLC 3 Name: Johann Furmann Location: Berlin Job: Salesforce Nerd Dev/Admin: Dev by curiosity, Admin by heart Favorit question: Can this be removed? Trainings: 14x certified, 280+ Trailhead badges About me
4. hear.com LLC 4 Introduction – Story Time I use that all the time! Just yesterday I needed that.This is very important to me! I can´t sell without that!
5. hear.com LLC 5 Only a clean Org is a good Org. Only a used feature is a good feature. Introduction
6. hear.com LLC 6 • Fields filled/Records created • Custom Buttons (Component/Javascript) • Page and tab views (Standard and Custom) • Flows (Start, Finish) • Specific user inputs (Based on database criteria) What to track?
7. hear.com LLC 7 • No feature adoption tracking out of the Box • A few lines of code and one custom object let you implement tracking (almost) everywhere • Implementation after initial setup is really, really fast! How to implement? - Introduction -
8. hear.com LLC 8 How to implement? - Architecture - Adoption_Counter__C Action__c (Text) Feature__c (Text) Count__c (Decimal) User (Lookup) Lighting Component Visualforce Page Apex Flow Processbuilder AdoptionCounter.cls increaseAdoptionCountPlugin  (@InvocableMethod) increaseAdoptionCount  (@AuraEnabled) performAdoptionOperation  DML operation
9. hear.com LLC 9 User Story: As a Product Owner I want to know how often the new Tab „Documents“ on my Detail Page is used. Live Demo I: Lightning Record Page usage Tech: • Add an invisible Lightning Component to the Lightning Record Page Tab „Dokumente“ • Define the two Design Attributes for the Lightning Component • Create a Report
10. hear.com LLC 10 User Story: As an Operations Manager I want to know who changes Opportunity Owner for closed Opportunities in order to stop cheating. Live Demo II: Database Level Action Tech: • Create a Processbuilder which fires every time the Owner of a closed Opportunity is changed. • For action call the APEX method ‚Increase Adoption Counter‘ • Define the Input Paramters as Feature: Opportunity and Action: Owner Change Closed Opp • Create a Report
11. hear.com LLC 11 Live Demo III: Custom Lightning Component User Story: As a Product Manager I want to know how often the Link „Appointment Set“ is clicked. Tech: • Add the AdoptionCounterComp.cmp to the Lightning component which is called by the click. • Pass Attributes Feature = Opportunity & Action = Appointment Set Component • Create Report <c:AdoptionCounterComp action="Opportunity" feature="Appointment Set Component"/>
12. hear.com LLC 12 • Before Go-Live of a feature define expected usage (e.g. 100 Page views per day) • After feature Go-Live set yourself a reminder to track adoption every month • Inform Stakeholders about adoption on a regular basis • If adoption does not meet expectations recomend either better training/communication or removal -> In doubt: Remove feautre! How to learn from tracking information
13. hear.com LLC 13 • Go-Live is not the end of feature development • Feature adoption tracking should be part of every feature livecycle • Keeping your org clean is hard work Sad truth: • You will not make friends by tracking feature adoption  Conclusion Implement feature tracking now!
14. What are my users Doing? Feature adoption tracking in Salesforce - Johann Furmann, 25.08.2019 -
15. hear.com LLC 15 Lightning Record Page Editor: https://betterhearing-- johann.lightning.force.com/visualEditor/appBuilder.app?id=Opp_CHE_Beratung_CHE_NT_Opportunity&recordId=0061w00001 987qgAAA&cloneable=true&retUrl=https%3A%2F%2Fbetterhearing-- johann.lightning.force.com%2Flightning%2Fr%2FOpportunity%2F0061w00001987qgAAA%2Fview Report https://betterhearing--johann.lightning.force.com/lightning/r/Report/00O6E000000TqQTUA0/view?queryScope=userFolders Example Opportunity: https://betterhearing--johann.lightning.force.com/lightning/r/Opportunity/0061w00001987qgAAA/view Live Demo I: Lightning Record Page usage (Links)

Editor's Notes

Welcome to todays talk about feature adoption tracking in Salesforce. We want to answer the Question: What are my users doing?

In the next 20 Minutes I will give a short introduction to why to track feature adoption, followed by what to track. At the end of the session you should all be able to implement tracking in your org right away. Therefore I will show how to implement tracking yourself. I have 3 demos prepared.
After we get Tracking data we have to talk about what to do with the tracking data. I will finish off with a personal conclusion and then there´s some time for questions.

I don´t like to use our Salesforce because it´s too complicated! Outlook is much easier too use. Why did you make Salesforce so complicated?

Most of you have a seen something along the way. Countless related lists and buttons. Users are complaining that your system is too complicated. Worstcase users stop using your org.
How do you clean a system like that? Asking the users will not be of any help here.
„I use that all the the time.“, „Just yesterday I needed that.“ and other excuses.
The second screenshot is from our new system. We have been able to clean the system massivly. One way we achieved that is using Feature adoption tracking.

There are two simple rules in Salesforce and in order to keep user adoption high:
Only a clean org is a good.
Only a

Before we go into how to track I will share my ideas about what to track.

Examples:
How often is that field filled?
How often is a specific Button on a VFP clicked?
How often is a certain Flow started and finished?
How often is a certain Tab in a Lightning Record Page viewed?
How often is the owner of a closed Opportunity changed?

Implementation of tracking is so fast, we will implement tracking for 3 examples today within 10 minutes.

Before we go into the demos I want to share the architecture. I will start from the right. The outcome of our tracking is stored in a custom Object, Adoption_Counter__c which has 4 fields.
The records are created by a helper class „AdoptionCounter“. This class takes the inputs from different places and transforms it into the Custom Object.
All the way to the left we have the places from where the helper class „AdoptionCounter“ is called.
Today I will show how to integrate feature adoption into Lightning Record Pages, Processbuilder and Lightning Components.

Hear.com (Johann Furmann)

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Hear.com (Johann Furmann)

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