Salesforce Admin Tips for Success

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CIRCLES OF SUCCESS: TIPS FOR ADMINS

•  Intros, and my approach to learning
•  Defining what makes a tip “good”
•  The taxonomy of tips
•  Your tip requests – “what I need to know to do…”
•  Great sources for info / answers
•  HANDS-ON RESEARCH (and t-shirt!)
•  Now that you have done something cool, don’t lose it
THE AGENDA

•  They help admins increase their value to the
organization
•  They enable admins to “learn to fish”
•  They are based on other’s real-world experiences
•  THEY WORK
•  Other…?
WHAT ARE GOOD TIPS?

•  They fix a problem, but don’t increase understanding
(ever watch someone explain by “clickity-clicking”
too fast to follow?)
•  They are incomplete (ever use a recipe with an
ingredient that was left out?)
•  They require more knowledge than you have
(“It sounded good when he said it, but now I’m lost!”)
•  Other…?
WHAT ARE NOT-SO-GOOD TIPS?

•  “People Tips” - increasing your value to the
organization, managing up…other?
•  “Process Tips” – ways to solve problems faster, do
things more efficiently, improve outcomes
•  “Tool Tips” – how-tos, leveraging new features,
becoming a “Button Click Awesome Admin”
•  “Data Tips” – deduplication, data cleansing, backups
•  Other…?
CATEGORIES: A TAXONOMY OF TIPS

•  Dashboarding – “How do I build a dashboard for each user where the
right side is the ‘progress towards quota,’ the left is ‘how many Opps
have closed’?
•  Forecasting – “How do I implement forecasting by Q based on Opps?”
•  Forecasting – “I’ve implemented forecasting, but there are outliers (one
salesperson covers multiple territories, or multiple verticals) – how do I
accommodate that?”
•  Idea for “Salesforce Ideas” – “How do I escalate ‘when Salesforce
support closes a ticket, automatically create an Idea for the issue’?”
•  Person Accounts – “How do I get more info / support for this?”
YOUR TIP REQUESTS

•  Your own User Group! Ask them anything!
•  These Community Groups - @Official: ButtonClick
Admins @Getting Started Champions @Service Cloud
Group @Admin Tricks @Awesome People @GirlyGeeks
•  These people - @SteveMo, @Mike Gerholdt, and just
about ANY Salesforce MVP
•  The Whole Knowledgebase and Success Communities
FANTASTIC SOURCES FOR YOU

•  Need for Tips + Great Resources = ADMIN POWER
•  Some of the tips you seek…what should we do first?
where should we go first?
LET’S PRACTICE

•  How do you ensure all those cool things you baked
into your instance won’t get messed up?
•  Let’s do User Group Therapy – has this happened to
you or someone you know?
–  A data import overwrites good existing data with bad by
accident
–  Data chaos created by salespeople entering things like “US,”
“USA,” “United States,” “U.S.A.” messed up reporting
–  A junior admin had an “oops” that permanently deleted
some customizations and VisualForce pages
IMPLEMENTED A TIP? DON’T LOSE IT

1.  Salesforce can protect your data – but not from
YOU (or your teams, or your infrastructure)
2.  The Weekly Export is data only – it does NOT
capture customizations / metadata (like Lightning
Processes)
3.  Salesforce.com themselves recommend you use a
third-party backup and restore tool
BACK THAT SAAS UP!
THREE TAKE-AWAYS EVERY ADMIN NEEDS TO KNOW

•  Cloud and SaaS data loss
•  Myths and Facts
–  The scope of the weekly / monthly
export
–  What Salesforce says about the
export, and about backup and
restore
•  User stories from the community
•  Q & A and…T-SHIRTS!!!
WHAT WE’LL COVER

1 in 3 companies using SaaS reported losing data1
–  64% of data loss due to user errors
–  20% of data loss due to malicious intent
–  7% due to application sync errors
“It’s time for infrastructure and operations (I&O) leaders to stop leaving the
door open to data loss and start proactively protecting cloud data — before
it’s too late.”
– Rachel Dines, Forrester Analyst2
1Aberdeen Research “SaaS Data Loss: The Problem You Didn’t Know You Had”
2 Forrester Research “Back Up Your Critical Cloud Data Before It’s Too Late”
CLOUD & SAAS DATA LOSS IS COMMON

MYTH FACT
The weekly export backs up all my
data, so I don’t need to worry
about restoring what’s lost.
The weekly export does back up
the data in the export, but not
customizations / metadata.
As long as we have the export
scheduled, it’s good enough to
meet general IT compliance.
Because it doesn’t enable quick
restores, it doesn’t meet most
IT compliance needs.
I lock down what end users can &
cannot change, so the Weekly
Export is good enough.
People, processes, and tools are
imperfect - even the best might
make a mistake.
MYTHS & FACTS: THE WEEKLY EXPORT

•  “While Salesforce.com backs up all data and can restore data,
it's important to back up and be able to restore your own
salesforce.com data.”
Knowledge Article Number 000004037
•  “The price for this [data recovery] service is a flat rate of $US
10K (Ten Thousand US Dollars). …we recommend you use a
partner backup solution that can be found on the
AppExchange… Data can be recovered [by Salesforce] up
to 3 months back from the current date.”
Knowledge Article Number 000003594
WHAT DOES SALESFORCE SAY?

•  Overwriting good data with bad
•  Deleting good data (malicious or by accident)
•  Deleting a Custom Object
•  Failing to get your Export done in time
•  Other…?
WHAT ARE SOME WAYS TO LOSE DATA?

“[T]he court held that not only did the ESI maintained on the
salesforce.com database belong to Tellermate, ‘[t]he same
would be true, of course, for other web-based applications;
just because, for example, emails in a Google or Outlook account
might be kept on a server owned or maintained by the email
provider, it does not mean that the information in those emails
belongs to the provider — just the opposite.’”
Status: You not the SaaS vendor are responsible for SaaS backup
http://www.butlersnow.com/2014/09/brown-v-tellermate-cloud-based-data-e-discovery/
Use Case: Malicious Deletion

User: “Each week I perform a full back up of our system through
the weekly export option on the platform. Can anyone verify
that it includes all of my workflows and formula fields?”
Community: “Nope. It will not include those. The Workflows, Fields
etc. all form a part of the Metadata or simply Configuration Data.
These wouldn't come out with the Weekly Export as that only brings
the Data.”
Status: Customizations are not saved in the Weekly Export
https://success.salesforce.com/answers?id=90630000000i57aAAA
User Story: Incomplete Backup

Salesforce.com: “The cost [to restore data] is relative to the amount of
manual work and time needed to perform the recovery. The price for this
service is a ﬂat rate of $US 10,000 (Ten Thousand US Dollars) for the one
organization being asked to be recovered. … Data can be recovered up
to 3 months back from the current date.”
“…we recommend that you use a partner backup solution that can be
found on the Appexchange, run full reports and export them to your
desktop…”
Status: If data is lost for over 90 days, it will not be recoverable
https://help.salesforce.com/HTViewSolution?id=000003594&language=en_US
Use Case: 90 days, permanently gone

Solution: Spanning Backup for Google Apps, Spanning Backup
for Salesforce
Reason for purchase: “Salesforce manual export … is not only
time-consuming, but has limited control. It also doesn’t provide
any method of restoring that data. The ability to restore data is of
paramount importance.”
Favorite feature: User experience
“I recommend both Spanning Backup for Google Apps and
Spanning Backup for Salesforce, because they have a class-leading
user experience. …what sets Spanning apart is the ease of use
and great user experience for restoring deleted data.”
- Bashir Qaasim, Director of Sales & Insight Practice, Tquila
Case Study: Tquila
COMPANY PROFILE
Organization:
Tquila
Organization Size:
250 employees
Industry: Technology Consulting
Professional Services
Tquila is a London-based Salesforce
Platinum Partner, helping global
customers get the most from their
investment in Salesforce. By providing
services that range from strategy,
implementation and integration to
mobile and custom app development
and support, Tquila enables other
businesses to transform the way they
engage, and share information with
their own customers, partners and
employees.

Solution: Spanning Backup for Google Apps, Spanning Backup
for Salesforce
Reason for purchase: “We used to rely on Salesforce’s manual
weekly export option to protect customer information, but the weekly
export doesn’t include metadata. The fact that Spanning backs up
everything, not just data, really provides peace of mind for our
team.”
Favorite feature: “Set it and forget it” ease
“The weekly option is not suﬃcient when you’re working in a fast-
paced startup environment. Things change every day!”
- Kerry McDonough, Business Systems Administrator, SendGrid
Case Study: SendGrid
COMPANY PROFILE
Organization:
SendGrid
Organization Size:
250 employees
Industry: Technology
SendGrid is the global leader in
providing technology that
dramatically increases the
deliverability of application-generated
and customer engagement email.
SendGrid has built a trusted, globally
distributed cloud platform that
successfully delivers over 13 billion
emails each month. To date, the
company has sent over 250 billion
emails, representing 2% of global non-
spam email traﬃc.

•  http://spanning.com/products/salesforce-backup/
•  http://www.slideshare.net/SpanningCloudApps/is-
the-salesforce-weekly-export-enough-37247961
•  Spanning Backup for Salesforce on the AppExchange:
https://appexchange.salesforce.com/listingDetail?
listingId=a0N3000000B51BgEAJ
•  Email: lori.witzel@spanning.com
LEARN MORE

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