As a Salesforce administrator, you spend each day ensuring that your organization’s users are adequately informed on utilizing the platform. While you’re probably reasonably familiar with using Salesforce at this point in your career, consider that most products take some time to become accustomed to. In addition, with so many options and possibilities, Salesforce may appear to novice users to be highly confusing, resulting in resistance or disengagement. Fortunately, as a Salesforce administrator, you have many options for streamlining the user experience and assuring its usefulness and efficiency throughout the whole business.
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1. Communicate the Bigger Picture
Whether your users are new to Salesforce or seasoned users, one of the most effective ways to enhance their experience is to provide the whole narrative of how and why your business utilizes the program. For example, a sales team member may be adept at maintaining client accounts and interactions but have a hazy understanding of what happens to the data they gather. By discussing what information is utilized by other departments and for what goals, a member gains insight into their role in the larger picture of the firm. This sort of open communication can result in the dismantling of data silos, enhancing data entry, and increasing total platform utilization.
2. Incorporate Salesforce into Meetings
Utilizing Salesforce in meetings is a great approach to expand on the previous stage and acquaint users with the program. Integrate Salesforce whenever feasible when presenting research and data, addressing specific events, processes, or clients, and undertaking any planned tasks. When you demonstrate Salesforce in meetings, you give team members the chance to see it in action, ask questions, and become familiar with all of its features.
3. Orientation of New Employees
While recruits are settling into their roles, they will be learning how to utilize Salesforce. This implies that new workers will understand their role within Salesforce’s numerous departments from the start. As a result, they may even be more proficient in the Salesforce language than someone forced to switch CRMs. Provide extensive help and opportunity for new workers to learn Salesforce throughout their first few months to ensure they get the most out of the platform. Several popular and valuable resources include the following:
- Trailhead is an online skill-building platform and community that features courses and training on topics ranging from Salesforce fundamentals to administration to data protection regulations.
- Trailblazer Community Groups, which link new users to other Salesforce users who are experiencing similar issues.
- Chatter is a platform for new employees to stay connected and engaged with their coworkers.
4. Ensure Consistency in Your Experience
Your users must have a consistent experience while interacting with Salesforce daily. This includes ensuring that Salesforce’s actions and capabilities are predictable and intuitive. Here are a few suggestions:
- Utilize 1-2 distinct Lightning page layouts to help maintain similar components in the exact locations; for instance, you want your Activities and Chatter to appear in the exact location on every page.
- Create Actions and Flows to minimize the number of clicks required to execute a task.
In general, it’s a recommended practice to establish distinct patterns in your Salesforce instance’s organization and appearance and retain those patterns throughout its numerous components.
5. Select the Appropriate Apps
The AppExchange has hundreds of applications, and while each one is helpful and unique in its way, discovering and using the correct ones is critical. Cirrus Insight, for example, is an excellent tool for managing your email and calendar. At the same time, Conga Composer, the Conga suite’s flagship product, enables you to build templated documents directly from Salesforce. While each of these tools is quite strong in its own right, it is up to you to choose whether or not you require the capability in question for your organization. Not to mention, Salesforce makes it simple to build your apps. If no current app fulfills your team’s requirements, try designing one.
6. Become Familiar With Your Team
Finally, much as market research may provide insight into prospective consumers’ desires, requirements, and habits, getting to know your users can help you determine what works and what doesn’t when it comes to their Salesforce user experience. One Salesforce administrator invented the term Salesforce Administration by Walking Around (SABWA) to describe his method; routinely checking in with users helps foster user acceptance and brings issues that would not have been seen otherwise. Allow time to shadow your users and see how they interact with the site. Inquire about how the infrastructure is functioning for your team, examine how they are using (or not utilizing) the platform, and consider hosting regular quarterly or monthly meetings for all Salesforce users at your organization to discuss how the forum may be tailored to their specific needs. At its heart, Salesforce is a user-centric platform. However, with enough study and preparation, it is possible to transform it into a highly personalized and uncomplicated platform that is simple to use and pleasant for your team. To learn more about maximizing your Salesforce experience — or if you have questions regarding Salesforce implementation at your firm — contact us. As a Platinum Salesforce Consulting Partner, our specialist team has extensive expertise deploying and customizing the platform and training and advising firms on user adoption.
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