Salesforce World Tour London Admin Theater Presentation—

1. Managing Exceptions with Salesforce Reporting
@NSombu
Nathaniel Sombu, Senior Salesforce Admin, Which?

2. Nathaniel Sombu Key Dates
Working in Technology Since 1998
When IT looked like this
First Salesforce project went live in
2009. When Salesforce looked like
this
First Lightning project 2016Became Lightning Champion 2018Joined Which? As Senior
Salesforce Admin 2018
Which? has been
championing the cause
for consumers since
1957. When it looked like
this
And now Which?
provides all of this.

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Forward-Looking Statements

4. What We’ll Cover Today
1. Why you should consider managing by exception
2. Defining and creating exception reports
3. Converting your organisation’s reports into exception reports
4. Questions

5. What is an Exception
Anyway?

6. Sometimes it’s hard to spot a lemon!

7. 4 Stages of Management by Exception
1. Expectation – What are you expecting to happen? What do you expect your team to do?
2. Representation – Where in your Salesforce system is that recorded?
3. Presentation – How do you present the data in the most useful format?
4. Action – What is the manager going to be able to do with that information to rectify the
situation?
And to make sure your reports stay relevant
5. Confirmation – How you measure that the expectation is still realistic
The questions an SFDC admin should ask to facilitate exception reporting

8. Meet Sally the Sales Manager
Salesforce reports
show me too much
data for me to look
at.
How do I get some
reports that only show
me the problem areas
for me to concentrate
on?

9. Too Many Opportunities
• Questions
• How long before an Opportunity goes stale?
• What detail do you need?
• How are you going to action this intelligence?
Scenario: What Opportunities are going stale?

10. Too Many Opportunities
Scenario: What Opportunities are going stale?
• The Filter
• The Bucket Field
• The Results

11. Too Many Opportunities
• Question
• What is our winning strategy for freshness?
Scenario 1: What Opportunities are going stale?

12. Confirmation
Confirmation: How fresh were the Opportunities of the past?
• The Design
• The Filter
• The Result

13. What does Sally think?
That’s awesome!
One more
question.
Account managers are
supposed to have
regular catch ups with
accounts.
How do I see when
there ISN’T something
in the diary?

14. Are Salespeople Following Best Practice?
• Questions
• What is the expected time period between meetings
• What detail do you need?
• How are you going to action this intelligence?
Scenario: Are There Meetings with Accounts?

15. Are Salespeople Following Best Practice?
Scenario: Are There Meetings with Prospects?
• The Filter
• The Result

16. What does Sally think?
That’s given me a
really clear
picture
No wonder United Oil &
Gas Opportunities are
going stale!
I’m going to meet with
the Account
Management Team to
come up with a strategy
to get them back on
track

17. Categories of Report Covered Today
• Missed Targets and KPIS
• Behavioral Indicators
• Discovery and Confirmation

18. Don’t look at everything
they do.
Focus on where you
can help them
Salesforce Exception Reports Give Sally New Focus
When you trust people

19. • Stop Trying to Manage the Whole Business
Alone
• Simplify Business Process and Rules
• Only Apply Time/Expertise to Exceptions
How Did This Change Sally’s Life?

20. When You’re Running an Empire

21. Define Develop Socialise1 2 3
• Start with existing SLAs
and KPIs
• Ask the 4 questions
• Develop reports to discover
and confirm existing best
practice
• Ask your rockstars what
makes them rock!
• Develop Salesforce reports
• Make sure that they are
actionable
• Write documentation
• Train users in how to access
reports
• Train managers in how to
interpret reports so they get the
most out of them
Next Steps

22. Nathaniel Sombu
@NSombu
Questions?