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: [email protected]

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Transcript of Salesforce Admin Tips for Success