This document provides information about using agile project management principles to manage an administrator's workload and consistently deliver results for Salesforce customers. It discusses how to prioritize customer requests, set expectations, and use Salesforce tools like Chatter, Cases, and Ideas to capture requests. The key aspects of agile covered are focusing on early delivery of value, continuous improvement, flexibility, and input from stakeholders. Basic agile tenets of transparency, inspection, and adaptation are explained. An example workflow is provided showing how to organize requests in a backlog and move tasks through "to do", "in progress", and "done" columns in sprint iterations.

2. Leading Salesforce.com Consultancy
 Hundreds of engagements many industries
 Focused on small and mid-sized market
 Enterprise Engagements
 Flexible approach to serve any budget
 Driven to achieve user adoption

3. Services
Salesforce.com
 Implementation
 Data Migration
 Configuration
 Custom Development
 User and Admin Training
Marketing Automation
 Email marketing
 Lead Scoring and Nurturing
 Content marketing

4. Kyazma Clients

5. Gaining Traction with Salesforce

6. My Background
• Ken Hansen
• Beta tested Salesforce.com. 14 years with the product
• Admin for small business and large enterprise
• MBA from University of St. Thomas
• Certified Salesforce Administrator
• Kyazma Enterprise Engagement Manager and Sr.
Consultant

7. STOP THE MADNESS!
Using Agile Project Management
Principles to Manage Your Admin
Workload and Consistently Deliver
Outstanding Results

8. Who Are Your Customers?
• Direct Customers
– VP of Sales
– Director of Sales Operations
• Indirect Customers
– CEO
– Global Directors
– VP Client Services
– Director of Finance
– VP of Marketing

9. Customers Make Demands
 Marketing wants a dashboard
 Finance needs daily reporting
 Sales needs a new quoting tool
 The CEO needs Q4 numbers
 Reps need dashboards
 Call center needs a new solution
 Sales needs a quoting tool
 Marketing needs a Lead Assignment rule
 Client Services needs a project management solution
 Head of Services needs a Customer Profile object
 Finance needs to automate collections

10. How Do You Prioritize Requests?
Who do you report to?
Who is the ranking leader?
Who is the loudest?
Who pays your paycheck?
Which request is more exciting?
Which request has the highest visibility?
Which request is easiest?

11. How Do You Prioritize Requests?
Who do you report to?
Who is the ranking leader?
Who is the loudest?
Who pays your paycheck?
Which request is more exciting?
Which request has the highest visibility?
Which request is easiest?

12. How Do You Prioritize Requests?
Who do you report to?
Who is the ranking leader?
Who is the loudest?
Who pays your paycheck?
Which request is more exciting?
Which request has the highest visibility?
Which request is easiest?

13. How Do We Stop The Madness?
• Setting expectations for how requests will be
captured
• Understand the tools that Salesforce provides
– Chatter, Cases, Ideas, Custom Object
• Understand what Agile is and how to use it
– Deliver work in 2-4 week iterations
• Create a criteria and ranking for change
requests by gathering feedback from your
customers.

14. Salesforce Tools
• Chatter Groups can be effective in gathering
requests.
• Cases are a good way to capture requests. You
can customize the object fields, create record
types, create statuses and priorities.
• Salesforce Ideas is another way to capture
requests.
• Create a Custom Object to capture change
requests.

15. Agile Project Management
• Focus on early delivery of business value
• Continuous improvement
• Scope of work flexibility
• Continuous input from team and stakeholders
• Delivery of well-tested solutions that are a
true reflection of customer needs.

16. Three Basic Tenets
• Transparency
– Everyone sees and understands the project and how
they can contribute
• Inspection
– Stakeholders are able to regularly inspect the project,
able to identify any variants from the acceptance
criteria
• Adaptation
– The Admin needs to adapt to changes in criteria
quickly

17. How does this work?
BACKLOG:
Your longest list of
requests.
Capture every
change request
here.
TO DO:
Push items
into this
column that
you think
you can
complete in
2-4 weeks.
WORK IN
PROGRESS
(WIP):
Pull To Do
items into
this column.
Best practice
is to only
have 3-4
tasks at a
time in WIP.
DONE:
This is your
victory
column. It
feels good
to have
things in
this column.

18. The Sprint (Iteration)
Week 1
Discovery
Planning
Work
Daily Standups
or Scrums
Weekly
Updates with
Stakeholders
Week 2
Work
Test
Daily Standups
or Scrums
Sell off smaller
projects to
Stakeholders
Week 3
Work
Test
Daily Standups
or Scrums
Sell off smaller
projects to
Stakeholders
Week 4
Release Week
Daily Standups
or Scrums
Final sell off
and release
Next Iteration
planning

19. Recommended Reading
Personal Kanban: Mapping Work | Navigating Life
by Jim Benson and Tonianne DeMaria Barry
Agile Project Management for Dummies
by Mark C. Layton