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How Salesforce Launched Lightning in 7 Steps


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For Admins that are planning their Lightning rollout, consider taking these tried and proven steps to ensure success. Learn how the Admin team at Salesforce planned and successfully rolled out Lightning Experience.

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How Salesforce Launched Lightning in 7 Steps

  1. 1. Admins on Salesforce’s IT team followed these 7 steps to roll out Lightning Experience. FEEDBACK EXECUTIVE PARTICIPATION TRANSPARENCY FLEXIBILITY 7 6 4 5 This way to Lightning COMMUNICATION ANALYSIS EARLY ADOPTERS 1 2 3 admins
  2. 2. Early and often, the admins at Salesforce used many communication channels to keep everyone up to date on the Lightning migration. Prior to the rollout, they communicated about the plan, its objective, and the timeline. The communications occurred months in advance of any changes. Chatter Group: Early in the process, the team set up a Chatter group so that any employee could ask questions and communicate with the team. The group also allowed the Admin team to post links to key documents, walk-throughs, and timelines. Email Updates: The Admin team also regularly dropped status updates in users’ inboxes. This ensured that everyone would receive updates on the project even if they weren’t a member of the Chatter group. Communication1 1 32 4 5 6 7 admins
  3. 3. Tips for Communicating Publish communications in at least three channels (email, Chatter, company newsletter) to ensure that the information is read by everyone at least once. In addition to these channels, look at other forms of communication that are unique to your organization, such as: • Internal posting site • Company town halls or all-hands meetings If your organization has an internal communications person, work with him or her on messaging. Over-communicate everything so no one is left out! 1 32 4 5 6 7 Get Hands-on Earn the Lightning Experience Rollout badge admins
  4. 4. admins Before making any decision, our system administrators looked at the population of users, features they were using, and features that were Lightning ready. By looking at users based on their level of Salesforce usage, the admins were able to assess which users would benefit right away from having the new Lightning Experience. Light and intermediate users who interact with standard objects could be moved early on, while heavy users who engage with highly customized features could be moved to the new interface toward the end of the rollout. In addition to analyzing users, the Admin team looked at the number of lines of code in our org, such as triggers, Visualforce pages, etc. to determine how best to move the features over considering the new functionality available in Lightning Experience. Analysis2 1 32 4 5 6 7
  5. 5. 1 32 4 5 6 7 Taking a step back and looking at users by profile helps you determine who to invite into an early adopter group. Think about how you can group your users in addition to profile. For example, you can group them by light (users who use Salesforce to post on Chatter and look up data), intermediate (individuals who use Chatter, plus update records periodically), and heavy (users who create and edit records regularly and interact with many custom objects and apps). Use the Lightning Readiness Check tool to understand the specifics of what you need to change to get your org ready for Lightning. Tips for Analyzing admins “Evaluating your org's readiness for Lightning Experience is a great excuse to go through and clean up any old, obsolete, or unused customizations.” Evelyn Kruskopf Associate Systems Specialist, Salesforce Get Hands-on Run the Readiness Check
  6. 6. 1 32 4 5 6 7 Salesforce’s team of administrators created a small group with various profiles and levels of Salesforce usage to be early adopters. This group was cross-functional — representing many different departments within Salesforce — and included a mix of light, intermediate, and heavy users who all had one thing in common: a passion to learn Lightning and help implement it in the best way possible. At the time of the companywide launch, the early adopter group was key to driving adoption, answering questions, and helping to mitigate change for users companywide. Early Adopters3 admins
  7. 7. Get Hands-on Create a Permission set for your pilot Watch this how-to video: Tips for Early Adopters After identifying key users, extend an exclusive invite for those users to participate in the rollout of Lightning. As part of this program, these key users are the first to have Lightning Experience enabled for them. They will have the opportunity to participate in meetings with key executives and the Salesforce Admin team to provide feedback, a win-win for everyone. 1 32 4 5 6 7 admins
  8. 8. Executive participation in the rollout helped to drive adoption by aligning the rollout to the company’s core values and principles. In addition to the admin team communicating with users, the executive team also communicated frequently with users about the rollout. The executive team set public goals and timelines for the rollout. This executive participation and transparency helped to get all employees on board and aligned the adoption with other company initiatives. Executive Participation4 1 32 4 5 6 7 admins
  9. 9. Tips for Executive Participation To get executive participation, schedule 1:1 demos with key executives and influencers. Prior to meeting with key executives, gather information about the top features they are using and what they want to see. Then construct a demo of the new Lightning Experience highlighting those features. Get Hands-on Compare features in Lightning Experience and Salesforce Classic 1 32 4 5 6 7 admins "We stack ranked the most important features to optimize for Lightning Experience, which really paid off. Key stakeholders in sales, customer service, and marketing stepped up to test and validate the new functionalities offered.” Jordan Mangini Sr. Systems Specialist, Salesforce
  10. 10. The feedback that our early adopters provided helped us to target our communication throughout rollout. Using the feedback, we were able to notify users ahead of time about changes to process, current workflows, where to find everyday features and fields, etc. Notifying users about these changes ahead of time meant the Salesforce team had to answer fewer questions at rollout. Targeting communication to users based on their specific role within the organization also left users reassured that the Salesforce Admin team had carefully and thoroughly planned the rollout with them in mind. Transparency5 admins 1 32 4 5 6 7
  11. 11. 1 32 4 5 6 7 Tips for Creating Transparency Don’t scare people! Make sure all changes are communicated clearly and well in advance. Include the timeline for changes in all your communications so users feel they are along for the ride. Share goals, progress, and changes as the rollout moves forward. Last but not least, let everyone know where to go to get questions answered. Get Hands-on Download the Enablement Pack for templates and resources: admins
  12. 12. Prior to rollout and during launch, all communication provided clear instructions for switching back to the Classic interface. Providing this information avoided an all-or-nothing feel during the rollout. Users were made aware that they could jump back to an interface they were familiar with, which is key for high-volume users and users who need to access apps that aren’t yet ready in Lightning Experience. 1 32 4 5 6 7 Flexibility6 admins
  13. 13. Get Hands-on Download the Adoption Tracker App: Your early adopters can help with flexibility by showing their peers how easy it is to switch back and forth from Classic to Lightning Experience. Use the Adoption Tracker App from AppExchange to track how your users interact with Lightning Experience and whether they are switching back and forth. Tips for Flexibility admins 1 32 4 5 6 7
  14. 14. At rollout, a specific Chatter group was created so that users could post questions, offer tips, and provide feedback. The admin team made sure this feedback group was active and helpful by assigning Lightning experts to offer their skills and answer questions posted in the group. This Chatter group continues to drive Lightning Experience adoption at Salesforce and gives users more ownership of the rollout plan. admins Feedback7 1 32 4 5 6 7
  15. 15. Make sure you assign an owner to the Chatter group who actively responds to users’ comments. Also encourage or incentivize your early adopter group, for example your Lightning experts, to actively participate. Tips for Generating Feedback 1 32 4 5 6 7 “Listen to your users and do what you do best — deliver solutions that help them and your organization succeed.” Eric Lopez Sr. System Administrator, Salesforce Get Hands-on Capture user feedback by Creating a Lightning Chatter Group admins
  16. 16. admins Join the Lightning Now! group in the Success Community to continue learning together. Develop your own path to Lightning Experience. Earn the Lightning badges in Trailhead to get ready. Now it’s Your Turn!