Mike Rosenbaum – Business Operations Amit Saxena – Business Operations Mike Fullmore – Business Operations Paul Hoade – Field Operations Michelle Mere – Customer Success ManagerJonathan Sol – Customer Success Manager

Best Practices for Salesforce Administration

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Agenda

Background on our org

Best practices

Examples:

Account Industry

Salesforce Content

Customer Success Plans

The Salesforce.com Org

“The App”

“The 62 Org”

00D000000000062

Our default answer for organizing information at

salesforce.com

What We Do With salesforce.com

Marketing Automation

Order / Billing Management

Time Off Requests

Event Management

Document Management

Partner Relationship Management

Customer Support

Product Development (Scrum)

Sales Force Automation

IP Management

Volunteering

FulfillmentCustomer Sat.

2500 Employees

2500 Experts on salesforce.com

1.5M Contacts

1.4M Leads

1.4M Cases

400K Accounts

100K Reports (all run this year)

181 Custom Objects

109 Custom Tabs

26 Custom ApplicationsRecruiting Demoforce

Customer Success Plans

Challenges

Keeping up with demand

There is a lot you can do with the platform

Keeping up with the platform

Platform evolution forces evaluation of processes in

light of new functionality

You can no longer say “that can’t be done”

Best Practices

Embrace the potential

Constant process improvement

Continuous change cycles

Many small steps rather than large implementations

Delegated admin where possible

Cross functional team to review proposals and

guide design

Example – Industry Mapping

Challenge:

How to classify Accounts by a custom definition of

Industry?

Solution:

Define a mapping table of SIC to Industry

Define an Apex trigger to automatically update

Accounts based on SIC

Example – Sales Collateral

Challenge:

How to help overloaded reps find the right

sales materials from a huge set of content?

Solution:

Implement our new content management

product, which is more intuitive for reps

Customize fields to simplify finding

documents and facilitate periodic marketing

reviews

Jonathan Sol – Customer Success Manager

The Customer Success Plan Application

Salesforce.com

Customer Success Plan

The salesforce.com methodology for tracking the

goals and objectives for a customer

Challenges:

How to ensure well documented CSP’s for all key

Accounts

How to ensure CSP’s are finished in a timely manner

How to support analysis of CSP’s across

Salesforce.com

How to do anything using Word documents

Key Challenges, Cont.

Summary of Challenges

• Word document was lengthy and cumbersome

• Information wasn’t immediately available

• Inconsistent use of methodology

• Information wasn’t easily shared

• Nothing was actionable

The Solution – Use the App

• Build Customer Success Plans in Salesforce with custom objects• Goals• Recommendations• User Groupings• Success Team

• Put a team in place to design/configure and train• Data Quality and Usage• Formula fields• Workflow Rules• Dashboards

Results

What were the results?

• Clear measurement of what constitutes a complete

Customer Success Plan

• Management Visibility

• Accuracy

• Number of success plans has increased

• Sharing of information between peers

Customer Success Plan Demo

Panel Discussion

Questions and Answers

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62 org Change Control

Leverage AppExchange

CAB

Request Tracking

Approval Management

RequestPrioritization

Communication

Release Management

Change Management

Mandatory

Optional

Change Control Category

Category 1 (Ad-hoc)

Picklist changes, add checkboxes, custom links to reports,

profile changes, access to objects, page layouts, custom

formula, custom fields, related lists, mass-updates, PRM minor

configuration, Validation rules, Workflow rules

Category 2 (Monthly Release)

Custom objects (applications), AppExchange applications, S-

control, Apex code, custom integration, PRM major

configuration, Data Sharing rules additions/changes, Record

Types (new process), Assignment rules, Approval Workflow,

Customer Portal

AppExchange Application on 62 Org

Access Hoovers

DreamFactory (DreamTeam, Carousel)

Jigsaw

Stratascope

QuickArrows

Comergent

ClickTools

BlueWolf