Top 5 User Problems Admins Solve by Colleen Burnsed & Meagan Diegalman
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This presentation was given in the Admin Theater at Dreamforce 2016.
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Top 5 User Problems Admins Solve by Colleen Burnsed & Meagan Diegalman
- 1. Top 5 User Problems to Solve as a System Administrator Colleen Burnsed Salesforce AwesomeAdmin @cgclevel Meagan Diegelman Salesforce Consultant @Saasy5
- 2. Forward-Looking Statements Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 3. Colleen Burnsed Salesforce Administrator, Associa
- 4. Meagan Diegelman Salesforce Consultant, Slalom Consulting
- 5. 5 User Problems Administrators Face Dirty Data Accessing Data Collaboration Org Limitations On-the-Go
- 6. Dirty Data Preventing Dirty Data with Built-in Functionality Validation RulesDuplicate Rules • Prevent double entry • Customize on specific objects • Matching Rules on specific fields • Rules are followed in Data Loads • Enforced organization standards • Prevents record save with conflicts • Decreases maintenance.
- 7. Accessing Data Profiles & Sharing Settings to Restrict /Open Access Sharing SettingsProfiles • Define access to objects • Tab visibility, System Permissions, App Permissions • Set permissions of object records • Read, Edit, Create, Delete • Standard and Custom Profiles • Add access with Permission Sets • Define access to data • OWD – Org Wide Defaults • Role Hierarchy open access to roles • Sharing Rules open access to roles, public groups, or territories
- 8. • Increase adoption • Setup the right Quick Actions • Consider mobile layouts • Dashboards with key metrics On-The-Go Mobile App Access with Salesforce1
- 9. Org Limitations Business App Marketplace with Apps customized for Salesforce Thousands of already built Apps • Paid & Free Apps • Managed & Unmanaged packages • Search on keywords or by Top Rated • Customer Reviews with honest feedback Must be System Admin or have Download AppExchange Package Permission to download Mobile/Lightning ready Apps Furthering Your Abilities with the AppExchange
- 10. Collaboration Chatter to Connect Users and Groups Share updates, files, and links. Collaboration solution which empowers employees to connect and collaborate in real time. Groups allow users to communicate and share information.
- 11. Helpful Go-To’s Who Sees What Video Series: Salesforce YouTube Channel AppExchange URL: appexchange.salesforce.com All About AppExchange Apps: Success Community Group Write These Down!!
- 12. Thank Y u
Editor's Notes
- Title Slide
- Key Takeaway: We are a publicly traded company. Please make your buying decisions only on the products commercially available from Salesforce. Talk Track: Before I begin, just a quick note that when considering future developments, whether by us or with any other solution provider, you should always base your purchasing decisions on what is currently available.
- Speaker Slide
- Speaker Slide
- M Today we’ll talk through a few of the top user problems admins solve on a daily basis. As admins we’re busy maintaining Salesforce, keeping user information up to date and making sure our users are trained so its important that we’re are able to quickly get our users the help they need. We’ll focus today on issues with dirty data, data access, mobile, collaboration and org limitations. All issues admins have to solve for on a daily basis.
- M We all know how horrible dirty data is for our orgs and our users. It hurts user adoption and impacts reporting. As admins there are many ways to solve the issue of dirty data but for this quick session let’s focus on some built in Salesforce tools –Duplicate and Validation rules. Duplicate rules are build into Salesforce to allow admins to customize the duplicate criteria for each object. This prevents users from creating duplicate data and cluttering up our Salesforce orgs. Validation Rules on the other hand restrict users from saving a record with data that doesn’t meet organizational standards. We can inforce data rules by creating validation rules that display an error message. Dirty Data: Dirty Data is one of the biggest issues admins face. There are many ways to prevent dirty data but for this session we’ll just touch on a 2 built in resources for Admins. If you’d like a deeper dive into preventing Dirty Data, we have a session on Thursday at 11 that will dig into creating an environment to grow healthy data. For today though, we’ll take a look at Duplicate Rules and Validation Rules. Both of these are built in Salesforce functionality that admins can leverage to help prevent dirty data. Duplicate records are frustrating for everyone and can greatly affect data quality and user adoption. Users are unsure of which records are correct and managers have difficulty reporting on their organization. Set up duplication and matching rules for the objects that are most valuable and likely to be duplicated in your organization. Duplication rules are set up through the combination of a matching rule and a duplication rule. The matching rule is used to determine which fields on a given object should be matched. The matching rules can be created from scratch but Salesforce has created several matching rules that we can use. The field that is matched on can be configured to warn a user when they are entering an exact match or a “fuzzy” match. If you’re looking for additional functionality there are many apps on the AppExchange that offer additional functionality here. We will touch on a few in a couple minutes when we get to the 3rd party app portion. _______________________________________ Validation rules are the last portion of preparing to grow our data. Validation rules are used to ensure that users as entering data meets their organization’s standards. This will ensure that data is formatted properly and follows the companies processes. Validation rules, depending on how they are setup, can also help standardize data for reporting purposes. If setup correctly, validation rules can reduce the amount of time a system administrator will spend on data cleansing. Validation rules are set up on a specific object using a formula and an error message. One thing to keep in mind with validation rules, make sure the formula used is that it must return true when the error message should be displayed. Then an error message is set up that can be displayed at the top of the page or next to a specific field. From my experience, if the validation only applies to one field the error message is more effective when its placed next to the specific field. However, if the validation rule involves a few fields on the page layout the message is best placed at the top of the page with mention of each field that may be causing an error. This will help users troubleshoot data entry issues faster, reducing frustration.
- C Accessing Data: Profiles & Sharing Settings App Settings- Determine which apps are available to the user, what objects and tabs they have access to, & app specific permissions. System Settings determine login hours & ip ranges, as well as system permission that include exporting reports, editing read fields, and more. Sales users may only need access to Accounts, Contacts, and Opportunities. Call Center reps may only need access to Accounts, Contacts, and Cases. You can also choose to open up Case visibility to Sales users but only provide them with Read abilities so as to not interfere with the Call Centers work. Salesforce provides a set of Standard profiles to get you started, but they are not editable. You can clone these standard profiles to create custom profiles and make changes as needed. It is recommended to keep your profile count down and provide permission sets to specific users that need additional access. If you have 3 different type of marketing users, have one Marketing Profile but then create Permission sets to give them the specific access they need to objects. This guarantees you are starting them with the same foundation and don’t have to go back and make small changes to multiple profiles in the future. After setting object access you can then further structure your Org by setting up Sharing Settings. This is what determines who can see what specific records in the system. You will hear the term OWD, meaning Org Wide Defaults and this simply refers to if data is set to Public Read/Write, Private, Read Only, Dependent Upon Parent. Similar to Permission Sets being a loop-hole for opening Profile settings, Sharing Settings allows this through Role Hierarchy and Sharing Rules. If my OWD has contacts set to Private I can create a Role Hierarchy that allows for a tier structure and anyone assigned in a role above another user will have the ability to view all of the records to those below them in the hierarchy. This is giving vertical access. To give horizontal access to records, regardless of hierarchy, you have the ability to create sharing rules where you can determine what type of record can be shared and with whom from a specific role, public group, or territory. These rules also let you dictate the type of access from Read/Write or Read Only. So as you are getting setup or as you need to put more data security in place, just keep in mind the abilities you have with Profiles and Sharing Settings.
- M If you don’t know it by now, you’re a little behind the time. We need to account for mobile with Salesforce 1. We can mobilize our users to increase adoption. The mobile savvy admin will make sure that they’re using quick actions to allow for easy data entry and user friendly navigation. Setting up the right quick actions for your org encourages users to get on their mobile devices and quickly enter new information in Salesforce. We’ll also want to keep in mind mobile layouts; not every piece of information we view on our computers is necessary on the go – let’s limit the information a user is looking at in Salesforce 1 to what is most important to our users. On-the-go: Salesforce1 We are in the age of technology, everyone has a computer in their pocket. Why not give your users the right tools too keep up with their information while they’re out and about? As we all know, Salesforce1 is accessible on Apple, Android and Windows mobile devices. By mobilizing your users, especially those in the field, we’re giving them access to their information at the click of a button. We’re empowering them to maintain and use their data on the go. This will drive user adoption and more current data for reporting. By setting up Quick Actions and making sure that our mobile layouts are mobile phone and tablet friendly we can make mobile data entry easier and save our users some time. Quick Actions allow System Admins to default common field entries or processes. As a System Admin we also should consider the fields and options on our mobile layouts. For mobile devices, it is important that we minimize the data entry requirements or options to drive usability. Last we want to create important mobile dashboards and reports for our mobile users, taking care to make sure that the reports are important and clearly presented to our users.
- C Org Limitations; AppExchange It is recommended to download managed package apps when possible because these do not count towards Org limitations with custom fields and tabs. Managed packages are apps that are simply maintained by the App provider and can be upgraded, while unmanaged apps will expose their code so they can be changed but not upgraded. Unmanaged packages will count towards any custom limits in your Org so please keep this in mind when installing.
- M Collaboration! Chatter is key to success in your Salesforce org. Chatter gives our users the ability to share information individually, in groups and on records. Training users to use chatter for questions on specific records, topics or Salesforce as a tool will make an admin’s life easier. Chatter notification set up. Groups. Feeds. Collaboration; Use Chatter & groups Chatter, for some organizations Chatter is the Salesforce.com solution that allows users to collaborate and connect across an entire organization, in groups and individually. Chatter allows users to share posts, files, and take polls in real-time. Chatter is an excellent way to communicate quickly and easily. When rolling Chatter out to our users it is important to communicate a few best practices to our users. First, if there are restrictions around data security, users should be aware of what can be seen by who in a Chatter post. Second, users should understand that Chatter is being implemented in a business scenario all posts should be made with that consideration. When rolling out Chatter its best to get a core group of power users to push and drive adoption. If a few users start using Chatter successfully, other users will follow. Chatter Groups are groups of users that have a common interest. This can be a project group, a department, a management team, or even groups focusing on specific business processes. Chatter groups can be public or private depending on the need; a public group can be view and joined by any user without approval from the group owner, while a private group requires the group owner’s approval. Groups are a great way to centralize the information shared by an interest group. In addition Groups can be tagged throughout Salesforce making it easy to share information.