(Ruben Spekle, Senior Program Architect & Aard-Jan van Kesteren, Program Architect Director) Salesforce Program Architects deal with some of the most sophisticated and longest standing implementations around. Often, they are brought in to help our largest customers deal with Performance, Code, and Security issues. Where do they start? What tools do they use? What practices do they follow to help sort out these issues, and how can you leverage their knowledge to your benefit? Join us as three of our top Program Architects help you understand these and provide you with tangible activities that you can undertake in your implementations to help keep it in tip-top shape.

1. Keeping Salesforce in Tip Top
Shape: Tips from the Pros

2. Forward-Looking Statements
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3. Introductions
in/ajvankesteren
Aard-Jan van Kesteren
Program Architect
BACKGROUND
• Near 5 years of experience with Salesforce
• Currently member of Innovation & Transformation Center (ITC) at large beer company
• I spend my free time mostly on my two sons of 1 and 3
EXPERTISE
• Certified Technical Architect
• Administrator, Advanced Administrator
• Force.com Developer
• Sales & Service Cloud Consultant
• Platform Developer I & II, App Builder

4. Introductions
Marc François
Success Specialist
BACKGROUND
• 9+ years experience with Salesforce.
• Salesforce implementation consultant at two partners, Lead Business Analyst and
implementation lead at one of the largest Service Cloud clients in the Netherlands
EXPERTISE
• Administrator
• Advanced Administrator
• App Builder
• Sales Cloud Consultant
• Service Cloud Consultant
• Community Cloud Consultant
in/mhfrancois

5. Introductions
in/rubenspekle
@Ruben_Spekle
Ruben Spekle
Program Architect
BACKGROUND
• Over 20 years of experience in the IT industry. Last 10 years as an Architect helping
customers with bespoke development programs and packaged based implementations.
• Responsible for business development in customer experience with Cloud computing.
Creating POC’s, demo’s and thought leadership on leveraging Cloud Computing to
deliver more value to the end customer. Activities include Customer Journey mapping,
Omni channel strategy, Social Media strategy, Integration strategy, Cloud
Governance.
EXPERTISE
• Salesforce Administrator
• Salesforce Advanced Administrator
• Salesforce Developer
• Salesforce Sales Cloud Consultant
• Salesforce Service Cloud Consultant

6. ​ Bring us your problem…..
• Governance?
• Mobile strategy? Salesforce DX?
• Salesforce from China? Starting up your Salesforce journey?
• Communities? Managed packages as a strategy?
Make It your session!

7. Problem Statement 1: Low User Adoption
Symptoms:
• User interface feels like patchwork
• Users can’t find the functionality
• There are 10 ways to do the same thing
• Users don’t login or only log in once a month
• Users go outside the platform to complete
core tasks and reporting
Diagnosis: Sub-optimal user experience

8. • IT-driven without user inputs
• One user drives the experience
• Users are still stuck in old way
• Too much focus on reporting
• Lack of expertise and guidance
to rethink and challenge norms
• Rollout without change
management, user education,
and feedback channel
• Old system was not removed
• Users don’t see value in the
functionality and find other ways
to get work done
• Analyze patterns of users and
see where they abandon the
workflow
• Identify leaders in the groups to
help the rest of their team
• Create job aids to show the
workflows and distribute to the
teams
• Incent users to accomplish X
number of tasks in the tool and
reward active participation
• Business drives requirements
and IT drives solution
• Create a feedback loop so you
get more input from many
groups and rank it
• Create office hours for on-going
support for the teams
• Sunset legacy systems
• Incent leaders/users in the
groups to inspire competition
• Incorporate trailhead and
certifications into adoption plan
• Reevaluate job aids and
education with new features
Understand the Causes Fixing the Problem (Once)
Preventing Recurrence
(On Going)
Get-Well Plan

9. Problem Statement 2: Not the Agile platform that was promised
Symptoms:
• Difficult for users to get a complete picture
• Enhancements take a long time to implement
• A lot of analysis required to understand what was
done in the past and impact of changes
• New changes may break existing functionality
• Hard to leverage new Salesforce features and/or
AppExchange apps
• Saving records takes a long time
Diagnosis: Platform over-customization

10. • Development occurs in a
vacuum (no collective memory
or multiple teams)
• Short term deadlines drive
development
• Too difficult or time-consuming
to get alignment
• Duplicate functionality/data
• Good intentions, but no follow
through
• No clarity of big picture
• Analyze current state, leverage
tools to help
• Use UI/data analysis to see
what’s no longer needed
• Identify redundancies,
candidates for consolidation
• Identify customizations now
supported by OOB features
• Build one or more views of the
current state (comments,
inventory, architecture)
• Clean up functionality / code
• Leverage a metadata repository
and reusable asset base
• Search first, reuse/modify
before buy, buy before build
• Clean up as you go
• Keep the big picture up to date,
add to repository/RAB
• If you see something, say
something
• Stay current on release notes,
identify features that may
replace customizations
• Allocate time for maintenance
Understand the Causes Fixing the Problem (Once)
Preventing Recurrence
(On Going)
Get-Well Plan

11. Problem Statement 3: “All” the data that is fit to use (or not)
Symptoms
• Data drought - data is fragmented into other
systems
• Searches take a long time to complete
• Integration files take a long time to load
• User don’t use the data
• User can’t rely on the data because it is old
or incomplete or both
• Searches yield irrelevant results
Diagnosis: Data imbalance

12. • Not enough of the needed data
• Too much data is in Salesforce
• Data not being purged
• Missing validation rules
• Data model is incorrect
• Data is over/under normalized
• Redundant data
• Not leveraging standard objects
• Building to the license type you
have vs what you need
• Use tools to assess what is used
• Remove anything not used
• Determine where mastered,
frequency of update, policy, etc.
• Create data model and dictionary
• Get user input on pain points
• Define/implement and integration
patterns and MDM strategy
• Create archiving strategy based
on useful/legal life of data
• Create indices for performance
• Identify candidates for
consolidation and/or division
• Identify standard options
• Create future state model and
roadmap to get there
• Start with Data & Integration
Strategy
• Define and implement a data
retention policy
• Update data based on useful
frequency (real-time, daily,
monthly)
Understand the Causes Fixing the Problem (Once)
Preventing Recurrence
(On Going)
Get-Well Plan

13. 1. User input, education, and feedback is important to your success
2. Develop, follow and refine your processes
3. Data strategy and integration patterns define your workflow
Themes

14. Questions?