Essential Habits for New Admins
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Essential Habits for New Admins
- 1. Essential Habits for New Admins Marc Baizman, Sr. Admin Evangelist @mbaizman mbaizman@salesforce.com
- 2. Statement under the Private Securities Litigation Reform Act of 1995: Forward Looking Statement 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. Connect with Us! @SalesforceAdmns #AwesomeAdmin admin.salesforce.com Salesforce Admins Salesforce Admins Salesforce Admins
- 4. Watch the Recording The video will be posted to YouTube & the webinar recap page: bit.ly/adminhabits This is being recorded!
- 5. Join the Admin Webinar Group for Q&A! We will be answering after the session is completed! bit.ly/AdminWebinarGroup
- 6. #AwesomeAdmins Drive Results and Deliver Business Value Every Day Automation More Efficient Processes 10B Flow Processes 60M Reports Run Insights Increased Transparency 700K Daily Active Users Mobile Increased Productivity 10K Custom Objects Created Customization Personalized User Experience
- 7. Admins Are The Heart of Salesforce We drive results and deliver business value every day Solve business challenges Create customized solutions Deliver business value Pave the path for others
- 8. The Importance of Habits “We are what we repeatedly do. Excellence, then, is not an act, but a habit.” ― William Durant
- 9. User Management Data Management Security Actionable Analytics Master Core Admin Responsibilities PERSONAL SUCCESS
- 10. Data Management Security Actionable Analytics PERSONAL SUCCESS Master Core Admin Responsibilities User Management
- 11. User Management Responsibilities User Management Logins and Permissions User Experience Regular Communication Training and Adoption And more...
- 12. Calendar of Habits: User Management 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 SABWA See how people use Salesforce. Stakeholder Check-in Talk to Sales management (for example). Revisit Documentation Make sure it is up- to-date. User Audit Review Salesforce logins. Weekly Monthly Quarterly Annually 2020 User Management Review Adoption Check your dashboards!
- 13. User Management Data Management Security Actionable Analytics Master Core Admin Responsibilities PERSONAL SUCCESS
- 14. User Management Security Actionable Analytics PERSONAL SUCCESS Master Core Admin Responsibilities Data Management
- 15. Data Management Responsibilities App Customization and Automation Duplicate Management and Data Cleansing Validating Data Entry Integration And more... Data Management
- 16. Calendar of Habits: Data Management 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 Export Data Download the ZIP backup. Donuts and Deletes Purge the junk! Run Salesforce Optimizer Identify areas to improve. 2020 User Management Data Management Review Duplicates Check what people are creating. Update to the latest changes in production! Sandbox Refresh Data Dictionary Create or update this. Weekly Monthly Quarterly Annually
- 17. Short Demo User and Data Management
- 18. User Management Data Management Security Actionable Analytics Master Core Admin Responsibilities PERSONAL SUCCESS
- 19. User Management Actionable Analytics Data Management PERSONAL SUCCESS Master Core Admin Responsibilities Security
- 20. Security Responsibilities Org Access IT Alignment Data Access Health Check And more... Data Management Security
- 21. Calendar of Habits: Security 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 Login History Review who’s logging in from where. IT Meeting Ensure you’re aligned with company processes. Run Health Check Benchmark against industry best practices. Review Roles, Sharing, and FLS* Confirm access levels. *Field Level Security Weekly Monthly Quarterly Annually 2020 User Management Security
- 22. User Management Data Management Security Actionable Analytics Master Core Admin Responsibilities PERSONAL SUCCESS
- 23. User Management Data Management Security PERSONAL SUCCESS Master Core Admin Responsibilities Actionable Analytics
- 24. Actionable Analytics Responsibilities Reports and Dashboards Define Success Metrics Visualize Business Performance And more... Data Management SecurityActionable Analytics
- 25. Calendar of Habits: Actionable Analytics 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 Review key reports Meet with users, update as needed. Report on Reports/ Dashboards See who is actually using them. Check Custom Report Types Make sure new fields haven’t gone missing. Review the Business Metrics Ensure analytics are aligned to what the business needs and who is using them. Weekly Monthly Quarterly Annually 2020 User Management Meet with Stakeholders Ensure data is driving decisions. Actionable Analytics
- 26. Short Demo: Security and Actionable Analytics
- 27. User Management Data Management Security Actionable Analytics Master Core Admin Responsibilities PERSONAL SUCCESS
- 28. User Management Actionable Analytics SecurityData Management Master Core Admin Responsibilities PERSONAL SUCCESS
- 29. Personal Success Responsibilities Continuous Learning Active Community Participation Personal V2MOM And more...
- 30. Calendar of Habits: Personal Success 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 Listen to a podcast, read the blog Find new content at admin.salesforce.com. Attend local meetings Seek out and attend local Community Group meetings, World Tour events, or other in-person or virtual meetings. Stay up-to- date on releases Read release notes, watch Release Readiness Live previews, and complete Learn MOAR trailmix. Weekly Monthly Quarterly Annually 2020 User Management Data Management Trailhead time Dedicate a block of time to learning skills while earning badges Create and share your annual V2MOM — inspire others to do the same! Personal V2MOM
- 31. User Management Data Management Security Actionable Analytics Master Core Admin Responsibilities PERSONAL SUCCESS
- 32. Connect with Us and Keep Learning! @SalesforceAdmns #AwesomeAdmin Salesforce Admins bit.ly/essentialhabitstrailmix
Editor's Notes
- Before we get started, I want to remind you that Salesforce is a publicly traded company and to make all purchasing decisions based on currently available products and services.
- And just a quick reminder that we are on social media so please connect with us! You can follow us on Twitter at Salesforce admins, no I, and connect with other awesome admins using the hashtag #awesomeadmin. We are Salesforce Admins on facebook, LinkedIn, and YouTube. And don’t forget about our terrific website admin.salesforce.com.
- This webinar is being recorded and will be available right here on the Trailhead Live website later today.
- You can post your question directly in the Trailblazer Community group at bit.ly/AdminWebinarGroup and I will answer there after the broadcast.
- As Salesforce Admins, you drive results and deliver business value every day. And it’s impressive. You automate processes, and make them more efficient. In fact, each day on the platform there are 10 billion flow processes. You build amazing reports and dashboards to drive insights and provide increased transparency. 60 million reports that you create are run each day on the platform - that’s incredible. And with mobile, you give your users the freedom and flexibility to do their job wherever they are. There are now more than 700K active daily users on the Salesforce mobile app - and that is all thanks to the innovation that you are driving. And every time you customize Salesforce, you personalize the user experience and help your users and executives do their job better.
- Salesforce would not be what it is today without your passion and dedication. Awesome Admins are the heart of Salesforce - every day you are driving innovation at your companies and creating that all important 360 degree view of both your business and your customers. You use Salesforce to do incredible things: create customized solutions to solve business challenges, and deliver real business value to help your colleagues and fellow Awesome Admins succeed. At Salesforce we believe that the business of business is doing good and we see you doing that everyday. You are paving the path for others and helping them grow in the Salesforce economy. Building an admin career is about understanding your core responsibilities and creating repeatable habits that will make you and your organization successful.
- I want to share this quote with you to express why building habits is so valuable. “We are what we repeatedly do. Excellence, then, is not an act, but a habit.”— William Durant I want you to keep these in mind throughout the webinar today as we’re talking about the different habits you’ll rely on as an #AwesomeAdmin.
- We’ve identified 5 core responsibilities that all Salesforce Admins share: They are: User Management, Data Management, Security, Actionable Analytics, and underlying all of this, your own personal success! Now we’re going to discuss each of these responsibilities in more detail, to ensure you understand the specifics. Then we’ll share suggested habits you can adopt for each of these responsibilities that will help you define your AwesomeAdmin career. So let’s dive in...
- The first core responsibility is User Management.
- Managing users consists of a variety of activities, some of which are technical, and some of which are not. They range from basic tasks like creating new users and resetting passwords to advanced activities like rolling out a change management plan for a new department. You’ll also be designing the user experience, so that means thinking about how your user’s home page looks when they login, what apps they might need easy access to, and what objects and fields they see when they’re looking at an individual record, like a contact or account. But that’s not all - you’re also responsible for regularly communicating with your users, so make sure that you understand how people are actually using Salesforce to do their jobs, and if changes need to be made to Salesforce to help them be more effective. And of course, letting people know there will be upcoming changes to Salesforce when you’re making them. Finally, you’re responsible for user training and adoption. That means making sure everyone knows how they are supposed to use Salesforce, from everything to making sure they can login, to creating a new record, like a Contact, and everything else you’re asking people to do. And tracking that information over time, so you can see how effectively they are using the system (or not).
- Now let’s talk about some good User Management Habits, with suggested time frames for you to perform those habits. Note that this list is not comprehensive, as there are many things that you can do regularly, these are just a few ideas to get you started. Think of these like basic spices to keep in the kitchen cabinet, you can always add more! <click> First, on a weekly basis, try “SABWA”, (Salesforce Admin by Walking Around). This is just as simple as shadowing a user while they do their job with Salesforce. This can be done virtually (via Zoom, Hangouts, or whatever you use) or in-person. You’ll definitely get a better idea of where there might be opportunities for improvement when you watch someone click around! This is a great time to expand on any pain points they are experiencing in their daily use of the platform. <click> Weekly, review those Adoption dashboards to see who is logging in, creating data, and using the system. You can create walls of fame (or shame) to highlight who is really adapting to using the system, and it will help you create a shortlist of who to SABWA with next. <click> Monthly we recommend checking in with your stakeholders. These are people who lead a team that has their business process in Salesforce, like your Sales Manager, if you’re using Sales Cloud, or your Fundraising Manager, if you’re using Nonprofit Cloud. You can use that meeting to highlight user success stories, and to find out if there are upcoming changes to the business that might affect how Salesforce is used. <click> A quarterly documentation review is always a good idea to make sure that your business processes still match the docs you’ve created. <click> And annually doing a user audit is a great idea - just to make sure there aren’t still active Salesforce users in your system who no longer work at your company, and confirming that not everyone has a System Administrator user profile, which we’ll talk more about later related related to Security!
- Let’s move on to talking about data management.
- Managing data is probably the most technical of your core responsibilities. This involves activities like App Customization and Automation, to ensure that data is displayed and updated according to your business processes, and your object model is set up correctly for ease of reporting. You also want to make sure your data is clean so people trust what’s in Salesforce. Set up Duplicate Management rules, and regularly clean your data. You also modify the user interface by creating Validation rules and automation in the form of processes or flows to prevent people from entering poor or incomplete data in the first place. And finally, integration with other systems is key - make sure that if you are integrating, you have a dedicated integration user, and you know where data is coming from at all times. Now let’s share a few good data management habits.
- <click> One of the most important habits is to download your data export files every week. Salesforce provides a ZIP file which includes CSV exports of the objects you select. I’ll demo how to enable this a little later in this session. This takes about 30 seconds and is a super easy habit to do. I recommend that you do this on Sunday morning so that you get the previous week’s changes. <click> Every week you can also review your duplicates and see exactly what records people have created, or the system prevented people from creating. It can then help to revisit your documentation and see if you’ve trained people to search first before entering new data. <click> You can throw a monthly “donuts and deletion” party on there, where you gather everyone together virtually or in-person, and go through unused reports, fields, and data, and use it as a reason to purge the junk from your org and keep things streamlined... with donuts (or a fun food of your choice)! <click> You can also monthly do a refresh of your sandboxes, and make sure that they have the latest changes from your production org. This is especially helpful around the 3 core releases per year, as you’ll want to use your sandbox to test the latest features. Make sure to look at the release details which will tell you if you need to refresh or not. <click> Running the Salesforce Optimizer every quarter is a great way to identify areas where you can make improvements to your Salesforce org. I’ll demo this so you can see what the results look like. <click> And every year you should create or update your data dictionary, a list of every single field in your Salesforce org and what is supposed to be stored there, and which department or departments own that data.
- Login: login.salesforce.com/?un=admin@astrosadventures.demo&pw=Salesforce1 Show User List Show the Adoption Dashboards on the AppExchange Show how to enable weekly data export in setup Show where to run Salesforce Optimizer and the results of the Optimizer Report --- Optional: time-permittig Add links to Help menu for Training & Adoption
- Now let’s talk about all things Security.
- Now let’s talk about all things Security.
- As an AwesomeAdmin, you need to be thinking about the security of your Salesforce instance. This means making sure that people have the right level of access to the system, and also that you’re following industry best practices around security by doing things like mandating complex passwords, two-factor authentication, and even setting login hours and IP restrictions if needed. Making sure that you’re coordinating with your IT team, if you have one, is critical to setting the right policies for Salesforce access. This is also a good time to set up a password management tool like LastPass or 1Passwd for yourself or for your company as a whole. As for data security, set up a role hierarchy and sharing rules and keep them up to date. To ensure the appropriate information is shown to users, set your field-level security settings on each object and page layout. This is called the “Principle of Least Privilege” - just the right level of access and no more to get the job done. You’ll also want to monitor the Security Health Check results, and confirm that you have a “Good” score at minimum. Now here are a few security habits you can do to ensure things are looking safe and secure in your org:
- <click> Every week review the User Login History looking for unusual activity like any IP addresses in another country, repeated failed login attempts, unusual login hours, and so on. This can turn up interesting patterns that you may need to follow up on. <click> You should have a monthly Meeting with your IT and/or Compliance Teams to verify Salesforce access policies are company-compliant and are up to date. <click> Quarterly you can run the Security Health Check tool to ensure that your Salesforce org is mandating best practices as it relates to key security settings. You can also make security tweaks right within Health Check to get a better score. I’ll demo this a bit later. <click> Annually doing a review of your Role Hierarchy and Sharing Rules, and your Field Level Security, especially on sensitive data, is a good way to confirm that people can see just the right level of information for their job functions.
- Next, let’s cover your Actionable Analytics responsibilities.
- Next, let’s cover your Actionable Analytics responsibilities.
- You’ll need to build, maintain, and share Reports and Dashboards with your organization so they can visually experience what information is in Salesforce. You will also want to “deputize” users with your company’s best practices to empower them to create their own analytics. Then, you’ll want to work with leadership & executives to understand the success metrics for your business. To ensure the analytics are driving business decisions, you’ll want to distinguish between what’s helpful to your users to do their day-to-day job roles vs. what is helpful to your management to make those key business decisions. You can use the standard Salesforce Reporting tools, Einstein Analytics, and/or Tableau to assist with visualizing your business performance. Now let’s dig into some Actionable Analytics habits:
- <click> Weekly you should review your business critical key reports and dashboards with your users, and making updates as needed. <click> Monthly review a report of your reports and dashboards (so meta!) to see who is actually using the reports that you’ve created. <click>And you can set a regular analytics meeting with your stakeholders, like your Sales Leaders or Marketing Managers, to ensure that the analytics are continuing to meet their needs and helping drive decisions, and also so you can understand the future needs of the organization. <click> Quarterly you should ensure any new fields that have been created have been added to your custom report types. <click> And annually you should confirm that the analytics you’ve created are aligned with the key business metrics for the coming year, and that things are shared with the right groups of people.
- Show User Login History report and export Show Security Health Check Show Role Hierarchy and Sharing Rules Sharing apps? Show Field Level Security (on a page layout?) Show Custom Report Types to create a “Report of Reports” Show Report/Dashboard Folder Sharing
- and finally, let’s dive into personal success, the foundation of all the habits we’ve discussed so far.
- and finally, let’s dive into personal success, the foundation of all the habits we’ve discussed so far.
- Much of the personal success that we experience in our careers and in life comes from getting curious about a topic, consuming all the material we can to learn as much as we can about it, and then putting those learnings into action. This is no different when it comes to being an incredibly talented and passionate Salesforce Admin. Find what you’re curious about, and never stop learning and Trailhead is a great place to start! Trailhead is the fun way to learn. One easy way to do this is to keep up to date with Salesforce’s three releases per year. Review the release notes, tune into Release Readiness Live previews, and communicate any changes to your company. Another aspect of your personal success in the Salesforce ecosystem is active participation within the community. We use community as a broad term, because it encompasses every corner of interaction - whether that is online on the Trailblazer Community, or on Twitter, or in person at Community group meetings, meet and greets, World Tour events, or the biggest one of all: Dreamforce! Both online and offline, there are many ways for you to connect with others in the ecosystem, give back by answering questions, mentoring, or donating your time, and have fun with the wonderful people you meet! And last, but perhaps most important of all, we encourage you to create a personal V2MOM. The V2MOM is a guiding document that encompasses your goals for the year by sharing your vision and values, and lists out all the methods you’ll use to accomplish those goals and measure their progress. The “o” stands for obstacles, which are also valuable to list out so you can anticipate your challenges, and overcome them to reach your goals! To learn more about V2MOMs and how to go about drafting your own, check out the “Organizational Alignment (V2MOM)” module in our Trailhead trailmix. Let’s finish up by taking a look at personal success habits you can start doing today:
- <click> Set a weekly time block to get on Trailhead and continue your learning journey. <click> Also on a weekly basis, listen to newly released episodes of the Salesforce Admins podcast and read the latest blog posts on admin.salesforce.com. <click> Every month you should plan to attend Community group meetings and Salesforce events virtually or in-person. You can find these all on the Trailhead Community groups site. <click> Quarterly you should also be checking the release readiness website to see the latest features and updates from Salesforce, and complete the release readiness trailmix. <click> Finally, you should create an annual V2MOM, our planning tool to help you set specific, measurable goals for the year and anticipate challenges so you can overcome them.
- We’ve just reviewed some essential habits for each of your core responsibilities as a Salesforce Admin. But these are just a starting point for you, to give you some ideas to create your own habits that work for you and your organization. And remember that personal success is a foundation for everything else, so remember to invest in yourself, as that’s the most valuable set of habits you can have!
- We’ve just reviewed your 5 core responsibilities as a Salesforce Admin, and the habits to help you succeed at each of these. But these are just a starting point for you, to give you some ideas to create your own habits that work for you and your organization. And remember that personal success is a foundation for everything else, so remember to invest in yourself, as that’s the most valuable responsibility you have!
- So what’s next? Connect with us and keep learning! Find us online—we’re on linkedin, facebook, and youtube as Salesforce Admins. We’re on Twitter as @salesforceadmns (no “I”) and #AwesomeAdmin is where all the good stuff is happening. Then, continue your learning journey by completing the Essential Habits for New Admins trailmix on Trailhead that we created just for you! If you’re brand new to trailhead, or looking for your next badge, this is where you’ll want to go: bit.ly/essentialhabitstrailmix. We can’t wait to see you put all these #AwesomeAdmin Habits into action!
- Again, if you have questions, please post them in the TB Community, and there is a survey that we would really appreciate you take a minute and fill out. It helps us get feedback bit.ly/admincoresurvey. I’ll give you just a second so you can put that link in your browser. And we will also have the slides available to you afterwards at bit.ly/admincoreslides.
- Thank you so much for joining us today!