Part #1 | Business Processes

Hosted by:

David Giller, Salesforce MVP

Simplify Your Salesforce Org in 6 Steps

Use this workbook to organize your notes while completing this unit

2 | Simplify Your Salesforce Org in 6 Steps |

Workbook for Part #1 - Business Processes

Identify the Key Business Processes Managed in Salesforce Today

Examples:Business Development, Lead Management, Sales, Fulfillment, Marketing, Customer Service

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3 | Simplify Your Salesforce Org in 6 Steps |

Identify All of the Subgroups Within Each Business Unit or Division

Examples: Sales = Commercial, Government & RetailMarketing = Events, Email, Web.

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4 | Simplify Your Salesforce Org in 6 Steps |

Identify Each of the Team Members Within Each Group of Salesforce Users

Examples:Commercial Sales = George Washington, Abraham Lincoln, Betsy Ross, Eleanor RooseveltCommercial Sales SME = Rosa ParksGovernment Sales = Marie Curie, Dorothy Hodgkin, Thomas EdisonGovernment Sales SME = Benjamin Franklin

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5 | Simplify Your Salesforce Org in 6 Steps |

Process Maps or Employee Manuals, Checklists or Guides

Either identify existing documentation, or create your own!

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6 | Simplify Your Salesforce Org in 6 Steps |

Key Questions to Ask for Each Step in the Process › Who is involved?

› What do they do?

› When do they do it?

› Where to they do it?

› Why do they do it?

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Additional Questions to Ask › What is this step about?

› Why are we doing it?

› What details do we need to capture at this step?

› What internal reference materials should I be referencing during this step?

› Who is involved? Based on which criteria should something get reassigned to someone else?

› What are we supposed to do next (after talking to the customer/prospect or after sending the proposal)?

› What type of follow up cadence is expected?

› What types of tasks are expected to happen and by whom?

› What types of follow up reminders are needed and for whom?

› What tools are being used today by the people who are currently performing these steps?

› Where is the data being captured and managed today? (Salesforce? Salesforce plus Outlook, Excel or Google Sheets?)

› Who else is permitted to have access to this data? Should they have read only access? Edit access?

› Who else on the team does these steps today?

› What does this team’s org structure look like today?

› What are the most painful aspects of this process that the team is struggling with today?

› Which steps in this process are begging to be automated?

› Which steps in this process are already automated today? Is that automation working to introduceefficienciesfortheteam,orisitcreatingmoreofacomplicatedmess?

› Whenexploringanyautomation,havewedefinedeveryexceptionthatcouldpotentially arise where this automation should NOT happen?

› What reports/metrics/dashboards are important to measure this team’s success? Who needs to see them?

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8 | Simplify Your Salesforce Org in 6 Steps |

Continue to use the space below (as needed) to capture your notes from this section.

9 | Simplify Your Salesforce Org in 6 Steps |

Let’s Get Visual!

Set up screen-sharing sessions with your Subject Matter Experts, while they walk you through their current process, showing how they perform these steps today in Salesforce or other systems. Make sure to record the session and capture your notes below.

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