Success Services - Change management best practices
Change at Light(ning) Speed
Change Management Best Practices
Success Engagement Manager
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• Drives continuous innovation for Salesforce and our customers
• Three releases and automatic upgrades each year
• IdeaExchange helps feature release planning
• One of the most valuable benefits of Salesforce.com
Salesforce.com’s Seasonal Release
Warm up to Winter
1. Collecting ideas and requests
Who provides input?
How can you capture it?
Discovery: what info do you
need to capture?
What’s the change
Who wants this?
What’s the business value?
How to roll out Lightning Experience
Develop a rollout strategy and go live with greatness
Get the Lightning Experience Rollout badge
on Trailhead, where you’ll learn how to:
● Get educated on Lightning Experience
● Craft and execute a rollout plan
● Measure your results
2. Analyze and Prioritize the requests
Who makes the decision?
How do you prioritize?
• Program Goals & Strategy
• Business Requirements
• Level of effort
What happens to changes
you can’t deliver?
Manage your change pipeline
Define a release cadence for your change pipeline
• Simple config changes
• Limited testing required
• Target Monthly
• Weekly bug fixes, configuration
• New initiatives
• Significant testing required
• Target quarterly
How Existing Customizations are Affected
How to assess if any existing customizations are affected by Lightning Experience
Get the Lightning Experience Basics badge
on Trailhead, where you’ll learn how to:
● Conduct a gap analysis
● Compare the two user experiences
● Learn about what isn’t supported
1. Communication: early and often
2. Give people a place to voice their
concerns. Create a Channel.
3. Plan communication in parallel
Lightning Experience and Salesforce Classic
Both experiences are available for customers to use
Lightning Experience Salesforce Classic
• The user experience immediately predating Lightning Experience is Salesforce Classic.
• Features not yet supported in Lightning Experience are available in Salesforce Classic.
• If you’re not ready to migrate all users to Lightning Experience, you can use both Lightning
Experience and Salesforce Classic.
Switching Between Interfaces is Easy
Any user can switch between interfaces on demand
4. Train your users
1. Know your users: early adopters,
advocates, neutrals, resisters.
2. Adapt the training to the
changes: Prework(sandbox), Live
sessions, Tip Sheets, office
3. Follow up and Support
Admin Trail: Starting with Lightning Experience
Admin Trail: Migrating to Lightning Experience
Sales Rep Trail: Lightning Experience
Developer Trail: Lightning Experience
Trailhead is THE place to learn Lightning Experience
Don’t forget to monitor the impact
1. Use Salesforce Reports and
Dashboards to monitor the
2. Justify the changes made and
impact to management and end
3. This will allow you to make
further changes in the future.
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