2. Introduction: Configero – Paul Blanchard
Configero is a certified Salesforce.com Partner, delivering
Configero delivers a clear and complete approach for
companies looking to optimize their CRM investment for
increased adoption, savings, ROI and revenue.
Broad Platform Experience
Paul Blanchard, Senior Project Manager
• 25+ years of software development and IT experience
• Experience designing, deploying, and optimizing CRM technology for
maximum business impact
• Lead hundreds of successful deployments and optimization projects
ranging from a few users up to over 1,600 seats.
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5. Your Role
Leaders, Facilitators and Advocates
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6. Your Role
Leaders, Facilitators and Advocates
Expectations:
Stay abreast of new features and functionality added by your
Organization (in-house or via Consultants)
Stay abreast of new Releases from Salesforce and new Apps on the
App Exchange
Assist in Data Quality efforts to help ensure that incomplete,
duplicate or incorrect data is not a pain point for End-Users
Raise visibility of the benefits of Salesforce features and functionality
to the Executive Team
Provide input that will help improve usability
Be a part of the Salesforce Community through Answers, Ideas or
any of the Groups on LinkedIn, Facebook and Twitter
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8. Getting Started
Define your Organization’s Adoption Objectives
We enter the
same info over
and over! I don’t trust
There are too the data!
many fields!
What are we
paying for?! Our Partners and
Customers have
no visibility!
We can’t find
anything!
My Team has
no input in how
SFDC evolves!
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9. Getting Started
Define your Organization’s Adoption Objectives
Define the current pain points hindering Adoption:
Do your users state that Salesforce pages are overwhelming and have “too many fields to fill out
and too many options to choose from”?
Do your users state that they “do not trust the data entered into Salesforce today”?
Do your users state that “every time I enter information into Salesforce, it goes into a ‘black hole’”?
Do your users state that they are “entering the same information over and over multiple times”?
Do your users state that they “don’t know where to go in Salesforce to see my work to be
completed”?
Do your users state that they “can never find anything I need in Salesforce”?
Do your users state that “Salesforce is just another program that adds additional labor to my job”?
Do your users state that “I have no input regarding Salesforce functionality for my Team”?
Do your users state that “collaboration across Teams and Departments is difficult in Salesforce”?
Do your Customers and Partners state that “we have no visibility into Customer Service,
Marketing or Sales”?
Does your Executive Team state that “we have no visibility into Sales, Marketing or Operations
and we do not know why we are paying for Salesforce”?
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10. Getting Started
Define your Organization’s Adoption Strategies
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11. Getting Started
Define your Organization’s Adoption Strategies
Plan and implement strategies for Adoption:
Leverage Record Types and Field Visibility in order to streamline Page Layouts and Picklists for different teams or groups of
Users. If you are on Professional Edition and do not have Record Types nor customizable Profiles, leverage Dependent
Picklists.
If your Organization has multiple Business Units and a relatively “Open” Security Model, contact Salesforce Support about
enabling the Divisions feature to expedite Searches, List Views and Reports. Caveat: Salesforce does recommend that this
feature only be used in Organizations with 1 million+ records; however, they are relatively flexible if a solid Business Case
can be made for its use.
Leverage Custom Buttons for repeatable actions that the Users must do such as “New Activity” or “New Opportunity” rather
than having users create new records from Related Lists. The benefit of custom buttons is that you can also pass field
values from a Parent record to a Child record and set a default Record Type so that the User does not have to choose.
Leverage Custom Links for record-specific Reports such as “All Open Opportunities for {Account}” or “All Open Cases for
{Contact}” and Custom Sidebar Links for high-visibility Reports such as “Stuck Opportunities” or “Aged Cases”
Leverage AppExchange Apps for Data Quality such as Data Quality Analysis Dashboards (free from Force.com Labs),
DupeCatcher (free from Symphonic Source) or DupeBlocker 2.0 (paid from CRM Fusion) as well as the add-on Salesforce
feature Data.com for import of Accounts and Contacts.
Leverage Salesforce Automation (SFA) such as Workflow Rules, Approval Processes, Validation Rules, Formula Fields,
Lookup Filters and Triggers to reduce duplicate data entry and facilitate data accuracy. Caution on Approval Processes and
Validation Rules – consider usability when implementing these features, for example, if every user is required to submit
every Case for Approval before it can be closed or if Validation Rules have error messages that are unclear, then Adoption
will be negatively impacted. This is a great post from Salesforce for 100 Sample Formula Fields for Customization.
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12. Getting Started
Define your Organization’s Adoption Strategies
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13. Getting Started
Adoption Strategies (Continued)
Plan and implement strategies for Adoption (cont’d):
Ensure that Public List Views are created and maintained by a small number of System Admins and Super Users to ensure
that List Views are meaningful (My Accounts versus Jen Nelson’s Accounts, Jared Miller’s Accounts…) and that the visibility
of List Views are relevant to Users by Role or Public Group so that they are not accidentally made visible to Customer or
Partner Portal Users.
Leverage SFA such as Escalation Rules, Assignment Rules and Workflow Rules to ensure that records are owned by the
right Users or Queues and that records do not remain stagnant (Opportunities that never close, Cases that linger for years,
Leads that never get converted)
Leverage Scheduled Reports and Dashboards to raise visibility of key issues such as Aged Leads, Cases or Opportunities
rather than sending email notifications one record at a time. Consider these two free Apps from the AppExchange created
by Force.com Labs: Service and Support Dashboards and Sales KPI Dashboard. Both allow for easy configuration for your
specific business needs.
Leverage Chatter and Chatter Groups for collaboration on records as well as on Group-specific topics such as Industry
Knowledge, Strategic Accounts and Hot Leads or Opportunities and increase collaboration across functional teams.
Review all Apps and Tabs and consolidate per Profile so that Users only have to navigate through the Objects and Features
that are relevant to their business functions. Customize Apps and Tabs with your Logo and cool icons!
Leverage Permission Sets in order to further consolidate Profiles and give “À la carte” permissions to Super Users
Configure Search Layouts and Lookup Filters for all objects to facilitate quicker and more efficient searches
Leverage internal Ideas and Answers Communities so that your End-Users have a voice in the evolution of Salesforce and
can share Knowledge quickly.
Implement Self-Service, Customer and/or Partner Portals to provide controlled access to your Salesforce data and reduce
phone and email communication.
Provide the Executive Team with “low effort” tools such as Chatter Desktop or Chatter Mobile, Dashboard Components in
Chatter, Chatter and Mobile Approvals and Scheduled Reports
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14. Getting Started
Adoption Monitoring Tools
Implement tools to monitor adoption and refine the process as you
grow:
Salesforce Adoption Dashboards – Free from Force.com Labs
Includes Login History metrics, New records created and Activity on existing records, Leads
and Opportunity metrics and is configurable by a System Admin or other user with the Manage
Public Reports permission
User Adoption Dashboard – Free from Arrowpointe Corp.
Includes metrics for Leads, Accounts, Contacts, Opportunities, Cases, Tasks, Events and
Users and is configurable by a System Admin or other user with the Manage Public Reports
permission
Chatter Usage Dashboards – Free from Force.com Labs
Includes 20 Dashboard Components, 25 Reports and 7 Custom Report Types and is
configurable by a System Admin or other user with the Manage Public Reports permission
The Chatter Game – Free from Force.com Labs
One of the hot topics at another User Group session this Summer was Gamification in the
Workplace and the discussion was around motivating and incenting users toward adoption
through competition and increased visibility. Several large organizations have gone to
gamification, particularly with the Chatter feature, as an additional mechanism for bringing together
Business Units in other regions or countries.
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15. Review Check Point
Topics:
Know your Adoption Objectives
Plan your Adoption Strategies
Implement Tools to monitor your End-User Adoption and refine
the process as your business grows.
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18. Force.com Success
specific use, broad
application
Challenge Solution Result
World-class interactive communications
and marketing technology company
leveraged Force.com platform to
develop custom framework and
application to automate time-intensive
manual case management process.
19. Force.com Example: Mass Edits/Inline Editing Limits
Dynamically search up to Filter down by multiple columns on
50,000 records by object any standard or custom field
Select the data set to be mass-edited Perform mass actions on record group in seconds
20. Getting Started…
• In-house development vs. expert support?
• Gather requirements from key stakeholders
• Determine supporting technology framework or integration
that best aligns with your needs (APEX, VisualForce)
• AppExchange research
• Community Answers, Ideas
• Access universe of Developer Resources
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21. Best Practices
• Develop clear business case for executive buy-in
• Determine roadmap for success and adoption
• Focus on PROCESS before technology
• Build incrementally and capitalize on platform flexibility
• Leverage mobile and social integration for increased visibility
and on-the-go access
• Utilize resources for QA, testing and enhancement feedback
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22. Resources
• Developer Force - Force.com
Community
• Salesforce Power Users Group
• Force.com Developer Workbook
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23. Thank you!
Get Started Today:
Business Process Review
Onsite Discovery Session
Force.com Demo
WEBINAR: Social Enterprise Comes to Life
at AVEDA Distributor on 9/12
Learn more at Dreamforce 2012
Contact Us
www.configero.com
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