This document summarizes a presentation about fine-tuning Salesforce instruments and processes. It discusses topics like collaboration and data integrity, reports and dashboards, user adoption and login history, system performance, organization performance reviews, troubleshooting, and available resources. For collaboration, it recommends communities, notifications, common spaces, emails, and meetings. For reports, it suggests quality control through removing duplicates and unused reports. For users, it advises training, adoption, and login reviews. Available resources include Salesforce and TargetX support, Trailhead, documentation, and communities.

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Fine Tuning all of Your Salesforce
Instruments and Processes
Gustavo Suárez Steven Dumbleton
Embry-Riddle Aeronautical University

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Topics
● Collaboration & Data Integrity
● Reports & Dashboards
● User Adoption, Login History, System Performance
● Organization Performance Review
● Troubleshooting
● Available Resources

3. Collaboration & Data Integrity

4. Collaboration
● Community Meeting (Monthly) – Power Users
● System Status Notifications
● Post in a common place (Organization Portal)
● Email as needed
● Stakeholder Meetings – High-Level Executives
● Project Team Meetings – Business Users
● Use of Custom Links

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Collaboration
● Use of Custom Forms for Data Entry
● Users who don’t need a license
● Off-Campus events
● Student Assistants

6. Reports & Dashboard

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Reports & Dashboards
● Make your management
team active participants
● Find out what keeps them up
at night
● Be a valuable resource
● Security Recommendations

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Reports Quality
Control
● Avoid duplicating report with
same population
● Review & remove any
unused reports
● Custom Report Types
● Best Practices

9. User Adoption, Login History
& System Performance

10. User Adoption
● Listen to your users
● Partner with manager of business users
● Provide a clear training path
● Annual refresher training
● Stay current on product releases

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Track Log-In History
● User Last Login Report
● Periodic Security Review based
on user login
● Live Agent Supervisor

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System Performance
● System Status
● Trust.Salesforce.com
● TargetX Technical Alerts
● Keep your users informed
● Email
● System Status Notifications
● SalesforceA App

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System Performance
● Track behaviors
● Monitor Live Agent interactions

14. Organization Performance
Review

15. Health Check
● Salesforce Health Check Score metric
● If between 67% to 100%, Salesforce recommends to review periodically and remediate
possible risks

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System Overview
● Provides overview of
organization limits
● Review periodically, not daily
● Set up API usage
notifications

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Salesforce Optimizer
● How does ERAU use this
report?
● How to take advantage of the
Optimizer report?

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Salesforce Optimizer
● Monitor Limits
● Optimize & Maintain
● Increase Adoption
● Resources

19. Deployment Procedures
● Will it affect another department’s automated processes?
● Will it provide an error or downtime to students or internal users?
● Is it a new feature available for use?
Request submitted by
customer/department
CRM Team
Reviews & Test
Power Users
Review & Test
Deployment is
Scheduled

20. Troubleshooting

21. Debug Logs
● A debug log records database
operations, system processes, and
errors that occur when executing a
transaction
● Automated, user, apex
classes/trigger trace types
● Answers the who, what, and when
● 20 fields per object
● Don't forget to customize the page
layout
● Increases transparency
Field Tracking History

22. Available Resources

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TargetX Resources
● Your Account Manager
● Develop a plan of attack, schedule regular check-ups
● TargetX Xpert Academy
● Introduce every user to this resource
● Product Guides
● TargetX Support (Cases)

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Salesforce Resources
● Your Success Manager
● Salesforce Trailhead
● Salesforce Trail Tracker
● Salesforce Documentation
● Salesforce Community
● Power of Us
● Admin Assist*
● *Only available to customers with Premier+ Support
● Salesforce Support
● Phone call, Chat, or case
● Salesforce Accelerators

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Questions?

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Thank You
Gustavo Suárez | gustavo.suarezsaldana@erau.edu
Steven Dumbleton | steve.dumbleton@erau.edu