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Essential Habits for Salesforce Admins: User Management

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Essential Habits for Salesforce Admins: User Management

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As a Salesforce Admin, you have four core responsibilities that you need to master to succeed and grow your career. In this session, we'll dive into the core responsibility of User Management and the habits you need to build to successfully master it: get to know your users, analyze usage with dashboards, communicate with leadership, review documentation, and audit your users. You'll learn how to develop each habit, with expert advice and key actionable takeaways for you to implement right away.

For more about the four-part Essential Habits for Salesforce Admins series, check out the blog post here: https://admin.salesforce.com/blog/2020/essential-habits-for-salesforce-admins-just-got-bigger-and-better

As a Salesforce Admin, you have four core responsibilities that you need to master to succeed and grow your career. In this session, we'll dive into the core responsibility of User Management and the habits you need to build to successfully master it: get to know your users, analyze usage with dashboards, communicate with leadership, review documentation, and audit your users. You'll learn how to develop each habit, with expert advice and key actionable takeaways for you to implement right away.

For more about the four-part Essential Habits for Salesforce Admins series, check out the blog post here: https://admin.salesforce.com/blog/2020/essential-habits-for-salesforce-admins-just-got-bigger-and-better

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Essential Habits for Salesforce Admins: User Management

  1. 1. Essential Habits for Salesforce Admins: User Management Marc Baizman, Sr. Admin Evangelist mbaizman@salesforce.com @mbaizman
  2. 2. Forward-Looking Statement Statement under the Private Securities Litigation Reform Act of 1995: This presentation contains forward-looking statements about the company’s financial and operating results, which may include expected GAAP and non-GAAP financial and other operating and non-operating results, including revenue, net income, diluted earnings per share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates, the one-time accounting non-cash charge that was incurred in connection with the Salesforce.org combination; stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth and sustainability goals. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the company’s results could differ materially from the results expressed or implied by the forward-looking statements we make. The risks and uncertainties referred to above include -- but are not limited to -- risks associated with the effect of general economic and market conditions; the impact of geopolitical events; the impact of foreign currency exchange rate and interest rate fluctuations on our results; our business strategy and our plan to build our business, including our strategy to be the leading provider of enterprise cloud computing applications and platforms; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; the competitive nature of the market in which we participate; our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our service performance and security, including the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate potential security breaches; the expenses associated with new data centers and third-party infrastructure providers; additional data center capacity; real estate and office facilities space; our operating results and cash flows; new services and product features, including any efforts to expand our services beyond the CRM market; our strategy of acquiring or making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability to realize the benefits from strategic partnerships, joint ventures and investments; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies within the company's strategic investment portfolio; our ability to execute our business plans; our ability to successfully integrate acquired businesses and technologies, including delays related to the integration of Tableau due to regulatory review by the United Kingdom Competition and Markets Authority; our ability to continue to grow unearned revenue and remaining performance obligation; our ability to protect our intellectual property rights; our ability to develop our brands; our reliance on third-party hardware, software and platform providers; our dependency on the development and maintenance of the infrastructure of the Internet; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy, cross-border data transfers and import and export controls; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; factors related to our outstanding debt, revolving credit facility, term loan and loan associated with 50 Fremont; compliance with our debt covenants and lease obligations; current and potential litigation involving us; and the impact of climate change. Further information on these and other factors that could affect the company’s financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings it makes with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of the company’s website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
  3. 3. Connect With Us! @SalesforceAdmns #AwesomeAdmin We’re also on and admin.salesforce.com
  4. 4. Join the Admin Trailhead Live Group for Q&A sforce.co/AdminLiveSessionGroup
  5. 5. The Importance of Habits “Habits are not a finish line to be crossed. They are a lifestyle to be lived.” ― James Clear
  6. 6. User Management Data Management Security Actionable Analytics Master Core Admin Responsibilities PERSONAL SUCCESS
  7. 7. Data Management Security Actionable Analytics PERSONAL SUCCESS User Management Master Core Admin Responsibilities
  8. 8. Data Management Security Actionable Analytics Master Core Admin Responsibilities User Management The Importance of User Management Ensure users have the capability to log in and do their jobs in Salesforce.
  9. 9. Get to Know Your Users Review Adoption Communicate with Stakeholders Revisit Documentation Perform User Audit User Management Habits
  10. 10. Review Adoption Communicate with Stakeholders Revisit Documentation Perform User Audit Get to Know Your Users User Management Habits
  11. 11. Get to Know Your Users Meet folks for virtual coffee Shadow someone doing their job in Salesforce Look for opportunities to improve daily workflow
  12. 12. “Which reports do you still export to Excel?” Sample questions to ask Get to Know Your Users “How would you normally accomplish this task?” “Why do you follow these specific steps?” “How might you improve this workflow?” “What other departments do you interface with? Do they need formatted data?”
  13. 13. Sunday Monday Tuesday Wednesday Thursday Friday Saturday 29 30 31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 Weekly Monthly Quarterly Annually Make It a Habit! 2021 Get to know your users See how people use Salesforce.
  14. 14. Get to Know Your Users Communicate with Stakeholders Revisit Documentation Perform User Audit Review Adoption User Management Habits
  15. 15. Review And Report On Adoption Install and customize user adoption dashboards Share your ‘User Login Leaderboard’ Create your own reports: - Data created in last 7 days - User logins by profile & region - Opportunity updates by owner Run and review weekly!
  16. 16. Optimize for User Experience Make pages and actions dynamic where possible Move common fields to top or highlights panel Remove rarely used fields from the page Use tabs for logical groupings Add utility bar actions
  17. 17. Sunday Monday Tuesday Wednesday Thursday Friday Saturday 29 30 31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 Weekly Monthly Quarterly Annually Make It a Habit! 2021 Get to know your users See how people use Salesforce. Review Adoption Check your dashboards!
  18. 18. Shub Viragi Associate Product Manager Salesforce Expert Corner
  19. 19. Dynamic Foms and Actions- Shub
  20. 20. Get to Know Your Users Review Adoption Revisit Documentation Perform User Audit Communicate with Stakeholders User Management Habits
  21. 21. Communicate with Stakeholders Meet monthly with department leaders Communicate updates consistently Create a stakeholder newsletter or chatter group
  22. 22. Upcoming business changes that could affect Salesforce New Salesforce release updates Share a user success story Change requests & prioritization (across the business functions) Stakeholders by Object (e.g. Opportunities -> Sales, Marketing, Finance) Action item review Communicate with Stakeholders Sample meeting agenda
  23. 23. Sunday Monday Tuesday Wednesday Thursday Friday Saturday 29 30 31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 Weekly Monthly Quarterly Annually Make It a Habit! 2021 Get to know your users See how people use Salesforce. Communicate with Stakeholders Talk to Sales management (for example). Review Adoption Check your dashboards!
  24. 24. Get to Know Your Users Review Adoption Communicate with Stakeholders Perform a User Audit Revisit Documentation User Management Habits
  25. 25. Revisit Documentation Create user guides per job function and an Admin guide Document within Salesforce - Help Text - Description - In-App Guidance Maintain and update as needed
  26. 26. Intro to Salesforce Terminology Logging In Creating an Account and Contact Creating an Opportunity Using Activities to Track Your Work Sending Emails using Templates Creating and Modifying List Views Creating and Modifying Reports General Tips and Tricks Revisit Documentation Sample documentation outline
  27. 27. Sunday Monday Tuesday Wednesday Thursday Friday Saturday 29 30 31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 Weekly Monthly Quarterly Annually Make it a Habit! 2021 Get to know your users See how people use Salesforce. Communicate with Stakeholders Talk to Sales management (for example). Revisit Documentation Make sure it is up-to-date. Review Adoption Check your dashboards!
  28. 28. Get to Know Your Users Review Adoption Communicate with Stakeholders Revisit Documentation Perform User Audit User Management Habits
  29. 29. Perform a User Audit Review user list and last login date Deactivate users who no longer need access Remove unused profiles and permission sets/perm set groups per Optimizer results Align Salesforce access levels and job functions
  30. 30. Active users who haven’t logged in within 60 days A large number (5+) of system admin users Unused roles, profiles, permission sets “Dormant” integration users that are not used Unused Web-to-Lead or Web-to-Case users Perform a User Audit Things to look out for
  31. 31. Sunday Monday Tuesday Wednesday Thursday Friday Saturday 29 30 31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 Weekly Monthly Quarterly Annually Make it a Habit! 2021 Get to know your users See how people use Salesforce. Communicate with Stakeholders Talk to Sales management (for example). Revisit Documentation Make sure it is up-to-date. Perform a User Audit Review Salesforce logins. Review Adoption Check your dashboards!
  32. 32. Demo Adoption Dashboards Roles and Profiles Salesforce Optimizer
  33. 33. Get to Know Your Users Review Adoption Communicate with Stakeholders Revisit Documentation Perform User Audit User Management Habits
  34. 34. Sunday Monday Tuesday Wednesday Thursday Friday Saturday 29 30 31 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 1 2 Weekly Monthly Quarterly Annually Your User Management Habits 2021 Get to know your users See how people use Salesforce. Communicate with Stakeholders Talk to Sales management (for example). Revisit Documentation Make sure it is up-to-date. Perform a User Audit Review Salesforce logins. Review Adoption Check your dashboards!
  35. 35. Dive in and continue learningStart here User Management Data Management Security Actionable Analytics You Are Here! Join Us For The Whole Series! 12/7/20 12/9/20 12/11/20
  36. 36. Connect With Us and Keep Learning! @SalesforceAdmns #AwesomeAdmin Salesforce Admins bit.ly/essentialhabitstrailmix
  37. 37. Q&A sforce.co/ AdminLiveSessionGroup Resources bit.ly/essentialhabitstrailmix Survey bit.ly/EHUserManagement Wrapping Up
  38. 38. blog posts | podcasts | videos admin.salesforce.com

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