Sales Cloud Lightning Migration Best Practices (May 12, 2017)
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The document provides guidance on implementing Salesforce Lightning. It recommends assembling an adoption team, conducting discovery and evaluation activities to assess readiness, aligning on a rollout strategy, planning and launching the rollout in an iterative manner, and continuously optimizing usage. Key activities discussed include creating persona-based page layouts, transitioning from Visualforce to Lightning components, and establishing a change management plan to drive user adoption. Customer success stories are also referenced to demonstrate the benefits organizations have realized by switching to Lightning.
Sales Cloud Lightning Migration Best Practices (May 12, 2017)
- 1. Lightning Implementation Hemant Bedekar Success Specialist, Lightning Ambassador [email protected] @hemantbedekar | /in/hemantbedekar
- 2. Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Forward Looking Statement
- 3. Adoption Path to Success
- 4. Assemble Your Lightning Adoption Team Executive Sponsor Business Admin Developer Change Management
- 5. Lightning Adoption Path: Discover DISCOVER ● Learn: We will learn about everything we need to know about the Expedition ● Evaluate: It is critical we understand how prepared we are to complete the expedition. ● Align: Creating one team to remove obstacles and help us achieve our goals.
- 6. LEARN
- 7. Webinars Videos Accelerators Circles of Success Success Community Trailhead Release Notes, Help, & Roadmap User Groups & Events Salesforce University Learn About Lightning
- 9. • Salesforce Lightning Experts Partner Community
- 10. EVALUATE
- 11. Three Factors Drive Business Value Increased Adoption & Collaboration IT Productivity & Cost Savings Enhanced Productivity
- 12. Salesforce Value Driver Map: Switch to Lightning Business Initiatives Lightning Solution Capabilities Potential Value Benefits ● Console ● Path ● Activity Timeline ● Lead & Opportunity Workspace ● Einstein Faster Deal Closures and Approvals(↑) Reduced Ramp Times (↓) Increased Win Rate (↑) Reduced Reporting & Analysis Time (↓) Reduced Legacy Customizations (↓) Enhanced Productivity IT Productivity & Cost Savings Increased Adoption & Collaboration Reduced Admin Time (↓) Reduced Time Designing (↓) Increased User Satisfaction (↑) Outcomes/Value Drivers On-Board Sales Rep Faster Provide more Context to Sales Process Simplify the Data Input Access Data Quicker Develop Features Faster Reuse Components to Increase Efficiency Leverage Lightning Apps in Appexchange ● Quick Actions ● Lightning Design System ● Composer ● App Builder & Components ● Account Auto-Fill ● Enhanced Navigation ● Global Search ● Console ● Chatter Streams Increase Sales Efficiency
- 13. Conduct a Business Process Review Identify Key Personas (e.g. Sales/Service Rep, Operations, Marketing etc) Host Workshop(s) to Review Current Business Process Draft ‘Updated’ Business Process Document Host an Updated Business Process Workshop Develop Business Requirements 1 2 3 4 5
- 14. Technical Analysis Activities Evaluate Org Readiness Enable Lightning Experience Document Outcomes
- 15. Technical Assessment - Org Readiness
- 16. ALIGN
- 17. Align Your Rollout Strategy Prepare Executive Presentation Present to Executives Demo Lightning Experience
- 18. Lightning Adoption Path — Rollout Phase ROLLOUT ● Plan: Define an iterative rollout strategy to address business, technical, and change management requirements ● Launch: Execute your rollout strategy and go live
- 19. PLAN
- 20. Create Your Persona User Story 1 Familiarize yourself with Salesforce personas 2 Discuss stakeholder goals with your team and use persona cards as tools in discussion 3 Establish primary and secondary personas 4 Prioritize page functionality/layouts for each persona
- 21. Different Rollout Approaches ● Consistent UX for all users ● Shared learning ● Focused learning / enablement programs for all end users Org-Based Rollout ● Rigorous customization and UAT ● Scaled IT / Admin resource staffing ● Preferred approach Persona-Based Rollout Permission Sets ● Fine grained rollout for specific users across profiles
- 22. Features only in Lightning Experience ● Path, Kanban View ● Opportunity Workspace ● Account Autofill, Logos, Insights ● Assistant, Calendar ● Favorites, Utility Bar ● Customizable Pages ● Customizable Navigation menu ● Chatter Streams
- 23. Avoid Technical Debt ● Enable MyDomain ● Don’t create JS Buttons ● Don’t add Documents. Use Salesforce Files ● In Visualforce: Avoid IFrames, window.onlocation ● Avoid Classic-only AppExchange apps
- 24. U/X DESIGN
- 25. The Problem 100+ fields on a page Poor usability Frustrating findability Important fields aren’t prioritized Increased mental load Longer page load times Long, complex, overwhelming record pages don’t feel personalized for your users. They reflect minimal information architecture or content clustering. Plus, overloading a single record with fields can degrade performance. This leads to...
- 27. Expand User-Centric Design Personas in Trailhead Complete the UX Personas for Salesforce Trail for tools and best practices. Clustering Research exercises like clustering may further help inform how your users prioritize and prefer their pages organized. Page Layouts Adopt a User Centered Design (UCD) approach and create page layouts that map to your personas. Avoid one-size-fits-all pages. Identify Your User Personas Identify key groupings of your users that share common behaviors, motivations, and goals. (Sales and Service examples) Identify Key Flows Capture and name key flows your personas are performing. Look for similarities and differences. Research Design Beautiful Page Design Review industry standard page layout/visual design heuristics and guidelines. Example. Keep it Concise Embrace clarity by only displaying fields absolutely needed/ required to support the persona’s needs. Form Heuristics Use form and data entry design guidelines to help inform your page layouts. Example. Visually Group Logically cluster fields that are related, similar, or part of a flow into collapsible page sections or page tabs. Use the Right Tool for the Job Think through the purpose of your field types and what kind of data you are collecting. Leverage Lightning Experience Features Take advantage of features like Apps, Tabs and Sections on pages, Record Types, Page Templates, and Lightning Pages.
- 28. Top 10 UI Considerations 1. The layout focuses attention on what to do next. 2. On all pages/tabs, the most important information (such as frequently used topics, features and functions) is presented on the first screenful of information ("above the fold"). 3. The screen density is appropriate for the target users and their tasks. 4. Each page/tab on the site shares a consistent layout. 5. There is a good balance between information density and use of white space. 6. Field labels on forms clearly explain what entries are desired. 7. Text boxes on forms are the right length for the expected answer. 8. Questions on forms are grouped logically, and each group has a heading. 9. Users can complete simple tasks by entering just essential information (with the system supplying the non-essential information by default). 10. Assign different page layouts to different profiles.
- 30. Lightning and Visualforce Use Visualforce in Lightning Components Migrate Visualforce to Lightning Components Lightning Component Visualforce Visualforce as an iframe Visualforce Lightning Component Lightning Components will have the same functionality as Visualforce 2 3 Lightning Component Visualforce Lightning for Visualforce 1 Use Lightning Components in Visualforce
- 33. Project Plan
- 34. Marketing & Communications Plan Identify Audience Outline End-User Benefits Key Message and Messengers Select Communications Channels 1 2 3 4
- 35. Outline what you want to accomplish with the Training Plan Vary your training methods, from in-class, virtual, online and reinforcement. (Coaching, Videos, Podcasts) Define key success metrics for each role to determine success Training Plan Objective Method Metrics
- 36. LAUNCH
- 37. Build Your Launch Plan Prepare Your Org Update Customizations Test & Iterate Start Communicating & Train Users Engage Super-Users Give Access and Enable Lightning
- 38. Lightning Adoption Path — Optimize Phase OPTIMIZE ● Measure: Analyze feedback and measure business success and adoption rates ● Iterate: Iterate on your rollout strategy with new use cases and more users
- 39. MEASURE
- 42. ITERATE
- 43. Expand Usage Promote User Adoption Review and Refine Rollout Strategy Expand Pilot or Go for All Users 1 2 3
- 45. Call To Action ● Invite your customers to the Lightning Now Tour ○ Sydney: May 29 and 30 ○ Melbourne: June 1 and 2 ● Support customers’ Lightning Readiness Assessments ● Drive customer awareness for Lightning webinars ● Attend partner dedicated Lightning webinars ● Share Lightning Migration customer success stories ● Prepare for the Lightning Migration Certification
- 47. Resources
- 48. Lightning Accelerators Lightning Configuration and Customization We will help you understand Lightning, roll it out to select users, discuss best practices for rolling out the Lightning UI and advise you on strategies to utilize Lightning Components and the Lightning Design System. Lightning Configuration Quickstart We’ll guide you through all of the configuration, customization, and personalization options available so you can get the most out of Lightning from the start. Lightning Partner Community Quickstart A Salesforce expert will show you how to use Partner Community Template and Community Builder features right out of the box. Sales Cloud Lightning Desktop Design Our specialists will help you identify the best sales process use case and then configure the opportunity workspace including Sales Path, so you can get the most out of Lightning. Lightning Art of the Possible Learn how to use the full potential of Lightning to help your team sell faster and smarter.
- 52. Design Resources
- 53. Design Resources Salesforce UX Medium Blog A collection of stories, case studies, and ideas from Salesforce UX. medium.com/salesforce-ux Salesforce Lightning Design System Build custom applications with a look and feel that is consistent with Salesforce core features. www.lightningdesignsystem.com UX Trailheads Learn about research best practices, persona creation, and our popular design principles. trailhead.salesforce.com UX Persona Cards Download our Sales, Service and Marketing Persona Card decks.
- 54. Form and Page Design Best Practices Review popular publically available heuristics from Nielsen Norman, Userfocus, and others. Use these industry standard guidelines to help prioritize and inform your page layout designs. ● “10 Usability Heuristics for Usability Design” - Nielsen Norman Group ● Page Layout and Form Design Heuristics - Userfocus ● “10 Principles of Effective Web Design” - Smashing Magazine ● Page Layout Guidelines - Salesforce Lightning Design System
- 56. “We are in the any era. Any time, any device, anywhere, any way. With Sales Pro we are able to serve up personalized interactions anytime, anywhere, at scale.” Tracey Brown SVP Chief Membership & Marketing Officer, Sam’s Club Sam’s Club Transforms Member Experience with Sales Cloud Lightning A leading warehouse club serving millions of members at 600+ locations throughout the U.S. New business memberships were declining due to ineffective technology and sales processes Chain-wide implementation of Sales Cloud, Wave & Radius for personalized member engagement 100% increase in membership year over year, full retail employee adoption in less than 90 days
- 57. “We saw huge improvements in usability and functionality after rolling out Lightning. It was a no brainer.” Cristina Schwartz Sales Force Automation Senior Manager Seagate Drives Sales Adoption with Lightning and Accelerators Global leader in data storage solutions with over 50K employees worldwide Favored intuitive, metrics-driven, modern Sales Cloud Lightning Experience over Classic Salesforce Accelerators provided guidance and optimization opportunities pre and post rollout Seamless experience between mobile and desktop drove greater adoption and productivity 5-10 hours per week of time savings back to Sales Reps
- 58. “Lightning increased our call volume by almost 30%, and our users love it.” John Causa President, Brooksource Brooksource Drives Rapid Sales Growth with Lightning Privately-held IT staffing company; top 10% revenue-producer in industry Needed to drive growth by automating best practices for “Instagram-generation” sales team Favored Lightning's ability to automate sales model and optimize team selling Chose Salesforce due to user experience, Microsoft integration, and future extensibility Included reps in evaluation process; experiencing 100% user adoption
- 59. “Salesforce has allowed us to streamline our order processing from 11 days down to two hours.” Pauline Mulvey VP of Enterprise Business Technology Salesforce Helps Mitchell Stake out New Territory in Claims Management Mitchell simplifies and accelerates claims management and collision repair processes Lacked single view of customers and a single platform to support its growing lines of business Deployed Salesforce to achieve end-to-end process accessible on the road with Salesforce1 Accelerators assisted Mitchell with deploying out-of-the-box and custom Lightning features Salesforce allowed Mitchell to streamline their order processing from 11 days to 2 hours
- 60. “We went live and a week later, set a sales day record. Our business is accelerating with Sales Cloud Lightning.” Juan Contreras Business Development, Tuff Shed Tuff Shed Accelerates Their Business with Salesforce Lightning Industry leader in providing and servicing building needs of throughout much of the U.S. Previous CRM lacked full visibility & clean integrations; upgrades were costly & time consuming Chose Salesforce because of clean, intuitive UI, and accessibility and reporting capabilities Set sales day record one week later & March best sales month yet!
- 61. “Thanks to Sales Cloud Lightning, our sales team has a process that informs, provides a visual status of next steps, and is fun to use.” Diana Holland Executive Director of Marketing & Services Sales Merchants Fleet Gains Insight Faster with Sales Cloud Lightning Specialize in developing fleet solutions for businesses and government agencies Struggled with limited pipeline insights due to difficulty extracting data from legacy system Deployed Sales Cloud Lightning to gain stronger insights to better inform their sales process Able to effectively forecast and track opportunities with help from visual status of next steps
- 62. “We chose Salesforce not only for its customer centric platform but also for its great open ecosystem” Julien Crochet Head of Business Development and Partnerships AB Tasty Increases Productivity Across Their Business with Lightning Startup providing leading European platform in web conversion optimization Homegrown CRM's functionality limited sales growth and marketing efforts Leadership favored Lightning experience, scalability and 360* view of customer Sales and Marketing are now able to collaborate throughout the sales cycle
- 63. “Lightning changes everything” Brad Kelley AVP of Information Technology, Elements Financial Elements Financial is mobile-ready with Sales Cloud Lightning Federal Credit Union uses technology to scale a smaller team and help members reach financial wellness Needed one central view of credit union members and a strong mobile solution Moved users to Lightning in 6 months, saving an estimated 43% in development cost Help members from anywhere with mobile-ready Lightning applications and a complete view of members