Success Services - Change management best practices Dreamforce to You Amsterdam

1. Change at Light(ning) Speed
Change Management Best Practices
Tarek Stassen
Success Engagement Manager
tstassen@salesforce.com

2. Safe Harbor
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3. • 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

4. Change Management: the roadmap
2 Analyze &
Prioritize
Requests
1 Collect Ideas
& Requests
3 Communicate 4 Train
Roadmap Framework

5. 1. Collecting ideas and requests
Who provides input?
How can you capture it?
 Chatter
 Ideas
 Cases
Discovery: what info do you
need to capture?
 What’s the change
 Who wants this?
 What’s the business value?

6. 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

7. 2. Analyze and Prioritize the requests
Who makes the decision?
How do you prioritize?
• Program Goals & Strategy
• Business Requirements
• Level of effort
• ROI
What happens to changes
you can’t deliver?

8. Manage your change pipeline
Define a release cadence for your change pipeline
 Minor releases
• Simple config changes
• Limited testing required
• Target Monthly
 Updates
• Weekly bug fixes, configuration
 Major releases
• New initiatives
• Significant testing required
• Target quarterly

9. 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

10. 3. Communicate
1. Communication: early and often
is best
2. Give people a place to voice their
concerns. Create a Channel.
Anonymously?
3. Plan communication in parallel
with releases

11. 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.

12. Switching Between Interfaces is Easy
Any user can switch between interfaces on demand

13. 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
hours…
3. Follow up and Support

14. Salesforce
Basics
App
Customization
Admin Trail: Starting with Lightning Experience
Lightning
Experience
Basics
Lightning
Experience
Features
Admin Trail: Migrating to Lightning Experience
App
Customization
Lite
Lighting
Experience
Rollout
Lighting
Experience
Rollout
Lightning
Experience
Basics
Lightning
Components
Lightning
Design
System
Lightning
Experience
Development
Visualforce &
Lightning
Salesforce
User Basics
Sales Rep Trail: Lightning Experience
Salesforce
User Tour
Developer Trail: Lightning Experience
Trailhead is THE place to learn Lightning Experience

15. Don’t forget to monitor the impact
1. Use Salesforce Reports and
Dashboards to monitor the
impact.
2. Justify the changes made and
impact to management and end
users.
3. This will allow you to make
further changes in the future.

16. Change Management: the roadmap
2 Analyze &
Prioritize
Requests
1 Collect Ideas
& Requests
3 Communicate 4 Train
Roadmap Framework

17. The Conversation Never Ends!
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