Triggers, Workflow, and Flows

Editor's Notes

• #3: Justin Key Takeaway:We are a publicly traded company. Please make your buying decisions only on the products commercially available from Salesforce. Talk Track: Before I begin, just a quick note that when considering future developments, whether by us or with any other solution provider, you should always base your purchasing decisions on what is currently available.
• #4: Joanna Salesforce has forward-looking statement disclaimers in their presentations, but during our time, we're going to be discussing backward-looking statements, lessons learned from Florence and me over our 17+ years of collective experience...That's collective years, not individual, or else we would have been 4 when we started working with Salesforce.  Anyways, it's critical that you take what we tell you today and use it during your next product implementation!
• #5: Intros: Joanna –10 years in HED and Salesforce, started in admissions/recruitment, became accidental admin, have been in IT department at Leeds School of Business at CU Boulder for nearly 6 years and own our entire implementation of Salesforce. Certified Scrum Product Owner,Girlforce leadership team member(wearegirlforce.com; mission), co-leader of 1300+-member Salesforce Denver User Group and am Career Girls role model(careergirls.org; mission- video-based exploration tool for girls with emphasis on STEM careers) Florence - In additional to all of that good stuff. Both Joanna and I are Certified Salesforce System Administrators and Force.com developers. We also became members of the HEAC 2 years ago and this year I am serving on the executive committee. 15 years of experience in HED, 9 years using Salesforce. My background is in Marketing and became an accidental admin when working in Continuing Studies and we wanted to start tracking ROI for marketing initiatives through enrollment. 4 years ago I joined central IT and helped implement Salesforce for student recruitment as part of an ERP project. Today I lead the enterprise strategy to implement a connected campus system that supports CRM and custom development applications. Joanna: Before we continue, I recognize this may not be the time or place, but I'm just so excited I wanted to tell you, we just got the green light for a brand new Salesforce product implementation! So,I was thinking, before we do anything, I probably need to run out and sign a contract with a  consultant now, right?! For our last project, my boss and I just flipped a coin, so I was thinking we'd get a little more advanced this time.  Maybe play a game of darts, and whomever wins get to pick our implementation partner? Florence: No Buzzer...
• #6: Florence Talk about the resources that are already available to you before/during relationship with implementation partner throughout lifecycle of a product implementation.  Also talk about things you need to consider. Pre = kid in a candy store...I want it all!   During = Temper tantrums and melt-downs.   Post = Ewwww, new, shiny toy.  Should I touch it?  I don't know if I want to touch it!  I'm going to touch it!  Oh no, I broke it!
• #7: Joanna You're probably here at this Summit because you live and breathe Salesforce, at least to an extent, daily.  One thing Florence and I have learned in our years of experience is that the quickest way to lose an audience – whether it's a room full of C-level administrators you're looking to get funding from or a new user you're training – is to start the conversation with: Salesforce is a CRM...Salesforce is a relational database...Salesforce is a cloud-based...Salesforce is a software-as-a-service... Where I have had some luck when I'm doing what I call 'Salesforce 101' is to try to avoid all technical talk and Salesforce speak.  Common language everyone is familiar with – at least to an extent – is Excel...Excel is the most rudimentary form of a CRM.  So, when I start the conversation with:  Salesforce is like Excel – I've still got their attention.  An object in Salesforce is equivalent to all of the data in an Excel file.  A record in Salesforce is 1 row in an Excel file.  A field is 1 column.
• #8: Joanna I mentioned earlier I co-lead the Salesforce Denver User Group – this group is full of amazing, talented people, but almost none of them work in higher ed.  So, I get asked A LOT how HED uses Salesforce.  I used to just respond with, "How do we not use it?"  It turns out that doesn't really answer their question.  So, I came up with this awhile back, and this seems to help.  Maybe I should just start going to our user group meetings with this taped to my back? On the left is the funnel or pipeline for the private sector – most companies who use Salesforce will track their relationships with their customers throughout this pipeline using Salesforce.   On the right is the HED funnel or pipeline.  Our institutions are either already using or looking to use Salesforce to help us track these complex relationships with our constituents.
• #9: Florence When it’s time to explain how Salesforce can be leveraged to solve business processes, it is best to keep it simple and use plain English. Try to avoid Salesforce jargon and having to explain words that technical or that have a different Salesforce vs plain English meanings. Last year we were preparing a presentation for an executive leader and after several rounds of revisions and not hitting the mark he said focus on People (who is doing it), Process (business goals) & Technology (systems). This is how we were able to deliver that recommendation in a slide.
• #10: Joanna First question to always ask is if a Salesforce product already exists to help meet your need(s).  If not,is there a product on the Exchange that lives natively within Salesforce or integrates with it?  If it's on the Exchange it's already been vetted by Salesforce.
• #11: Joanna
• #12: Florence - Ask lots of questions – have them show you, not just tell you, Think outside of the box and challenge the status quo  - Do they finish projects on time, on budget?   - Don't accept JUST their references – leverage HED network - When it makes sense, and when it doesn't? - HED knowledge of SFDC products.  HED knowledge (Do they know what FERPA is and why it's important?) - If they don't fit your budget and aren't willing to negotiate, keep looking.
• #13: Joanna Student workforce -> data entry, development Lessons Learned by Florence and Joanna  Used to do everything, getting better at delegating to appropriate areas/people
• #14: Florence When it’s time to start gathering requirements, its important to define How to do it (what is the approach), Who is going to do it and When to do it.
• #16: Joanna Every successful project will have a clearly-defined scope, timeline and budget. Those should work together to accomplish project balance.  It's not all on you OR your partner to manage this.  In order for this kumbaya to be achieved,a lot of things need to be in place between your institution and your consultant. ABC = Always be Closing KISS = Keep it simple stupid TGIF Transparency = Expected from the consultant, but you need to hold your institution to the same level of expected transparency.  For example,if you have leadership turnover mid-project that may put your project balance at-risk, you need to be transparent with your consultant so you can work together to adjust accordingly. Good Communication = Seems pretty straightforward,but this includes consistent and regularly-scheduled status meetings/calls, letting them know what your preferred communication style is (phone vs. Email vs. Screen-share vs. In-person).  Asking questions when you have them. Internal Commitment = This goes both ways, on the consultant side – having dedicated resources to your project – and on your institution's side – key stakeholders making the time to participate in requirements, status calls,meetings, etc. As well as having proper resources/funding allocated and executive sponsorship. Feedback = Giver your partner proactive, constructive feedback so that they can adjust accordingly.  They can't read minds and every client is different.  If you don't like how they addressed an email, issue or person during a meeting, provide them with that feedback as soon as it's appropriate.  They'll appreciate it.
• #17: Florence
• #19: Joanna Gartner is a publically traded company that does research in the IT realm What you are looking at here is the Gartner Hype Cycle - The 5-phase life cycle of any product implementation The Y axis is project visibility and the X axis is project maturity So first, you have your Tech Trigger – the need presents itself whether it's an archaic system that needs to be replaced or an administrative initiative Second you have the Peak of Inflated Expectations - we think of that as project requirements Third you have the Trough of Disillusionment - This is usually during  go live training or directly after.  The system is live, and we've shaken their world. Slope of enlightenment - things start clicking – happens at a different rate for everyone Plateau of productivity - self explanatory Leeds Hype Cycle: Launch, Learn, Love - Expectation setting - As an implementer, don't get down on yourself - Dealing with change averse and innovators at the same time
• #20: Florence In-person, hands-on  QRG and exercises  Quizzes  Joanna FERPA and necessary IT security training passed Get access once passed and quiz passed. Trailhead, Salesforce YouTube  Knowledge on PUB
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• #24: Florence Most of these are free, and available to you now – so utilize them pre-implementation, during implementation and post-implementation…
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• #35: Joanna & Florence You'll never regret respectful, mutual collaboration – whether it's among your working group, school,university or external with partners,other universities, etc.