Being a Salesforce Admin is so much more than being a technology expert. We also have to be great business analysts. Our job is to match business needs with technology that improves processes and helps the company function better. Admins should be able to evaluate the scenario objectively and make proactive recommendations for improving the business process before bringing technology into the mix.

1. Processes Drive Solutions
January 25, 2017

2. Today’s Speakers
Ben Bolopue
Salesforce Administrator
Quanex
@sfdcgeek
Gillian Bruce
Admin Evangelist
Salesforce
@GillianKBruce

3. Forward-Looking Statements
​ 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.

4. Get Social with Us!
@salesforceadmns
#awesomeadmin
Salesforce Admins
Salesforce Admins
The video will be posted to YouTube
& the webinar recap page
(same URL as registration).
This webinar is being recorded!

5. Join the Admin Webinar Group for Q&A!
​ Don’t wait until the end to ask your
question!
• We have team members on hand to answer
questions in the webinar group.
Stick around for live Q&A at the end!
• Speakers will tackle more questions at the end,
time-allowing
bit.ly/AdminWebinarGroup

6. Today’s Agenda
• Introduction
• Processes, Requirements and Solutions
• Efficiency Enhancement Methods
• Empowering YOU to Improve
• Resources
• Q&A

7. Introduction

8. Requirements Drive Processes. Processes Drive Solutions
Process
Requirements
Components
Functional
Processes vs.
Solutions
Continuous
Improvement
Lean/Waste

9. Technology Comes Last
Start with…
And then…
The next thing…
Which is followed by…
LAST is technology!

10. Why Technology Comes Last
Stakeholders? Pre-Metrics? Objectives? Requirements?

11. Processes,
Requirements
& Solutions

12. What is a Process?
• Visit grocery store
• Purchase ingredients
• Return home
Step 1
(Gather)
• Turn on stove
• Put food into pan
Step 2
(Cook)
• Turn off heat
• Put food onto plate
• Get utensils
Step 3
(Place Setting)
• Put food into mouth
• Chew
• Swallow
Step 4
(Consume)
​ Example: making a meal

13. What is a Process?
Start
Cause &
Effect
End

14. What is a Requirement?
Requirements are the unambiguous,
concise, verifiable and necessary
results of a process

15. What is a Solution?
Solutions are refined, focused and
often specialized means of solving a
problem or fulfilling requirements.

16. Processes vs Solutions
Processes are literally
any series of actions or
steps taken in order to
achieve a particular end.
Processes Solutions
Specialized
Focused
Refined
Particular End:
Requirements?
Any Series of
Actions
Solutions are refined,
focused and often
specialized means of
solving a problem or
fulfilling requirements.

17. Efficiency
Enhancement
Methods

18. What is Continuous Improvement (CI)?
A general practice of people
leveraging various tools to better the
efficiency of processes.
Lean
Six Sigma

19. What is Continuous Improvement (CI)?
Lean
• Known Problems
• Methodical focus on
elimination of waste &
creation of
standardized
processes
• Simple
• Visual
Six Sigma
• Unknown Problems
• Statistical reduction
of variation
• Standardize
processes
• Analyze data to
determine unknown
root causes

20. What is Waste?
Rework
Motion/
Conveyance
OverproductionProcessing
Underutilization
of Human
Resources
Waiting
Waste is anything that
doesn’t add value or aid in
the meeting of stated
requirements.

21. Rework
Motion/
Conveyance
OverproductionProcessing
Underutilization
of Human
Resources
Waiting
What is Waste?
Re-doing things

22. Rework
Motion/
Conveyance
OverproductionProcessing
Underutilization
of Human
Resources
Waiting
What is Waste?
Unnecessary
movement of people
or things (data)

23. Rework
Motion/
Conveyance
OverproductionProcessing
Underutilization
of Human
Resources
Waiting
What is Waste?
Going too far
above & beyond

24. Rework
Motion/
Conveyance
OverproductionProcessing
Underutilization
of Human
Resources
Waiting
What is Waste?
Doing things
unnecessarily

25. Rework
Motion/
Conveyance
OverproductionProcessing
Underutilization
of Human
Resources
Waiting
What is Waste?
Wasted talent

26. Rework
Motion/
Conveyance
OverproductionProcessing
Underutilization
of Human
Resources
Waiting
What is Waste?
Any time spent waiting
for the previous step in
a process to be
completed.

27. Empowering YOU
to Improve

28. Process Example: Request for Quote
• Long-time employee, but new admin
• Work with Sales & Customer Service teams to get quote process
into SFDC
• No real direction/authority
• Completely responsible for success of project
• SABWA
• Salesforce Administration By Walking Around
• Thank you Mr. Gerholdt!

29. Process Example: Request for Quote
• Phone or Email to
Customer Support
requesting quote
Sales
• Documents details
in Excel
• Emails to
supervisor monthly
Customer
Service
• Looks up price in
binder
• Fills in paper form
Customer
Service
• Scans paper form
• Emails form back
to Salesperson
Customer
Service • Attaches form to
Email
• Sends Email to
customer
Sales

30. Process Example: Request for Quote
Sales
Sales requests a quote via
Phone or Email

31. Process Example: Request for Quote
Supervisor
Workbook
1
Workbook
2
Workbook
3
Workbook
4
Workbook
5
Customer
Service
Customer Service documents details of
the request in Excel workbook
Each team member emails local copy
of workbook to supervisor

32. Process Example: Request for Quote
Customer
Service
Reference single
binder
Fill out paper
form
Customer Service reference single pricing binder
Fill out paper form

33. Process Example: Request for Quote
Scan It
Email It
Customer
Service
Customer Service scans form
Emails back to salesperson

34. Process Example: Request for Quote
Review It
Email It
Sales
Sales reviews the quote
Attaches it to another email
Sends it back to the customer

35. Process Example: Request for Quote
• Phone or Email to
Customer Support
requesting quote
Sales
• Documents details
in Excel
• Emails to
supervisor monthly
Customer
Service
• Looks up price in
binder
• Fills in paper form
Customer
Service
• Scans paper form
• Emails form back
to Salesperson
Customer
Service • Attaches form to
Email
• Sends Email to
customer
Sales

36. Process Example: Request for Quote
Rework
Motion/
Conveyance
Overproduction
Processing
Underutilization
Of H.R.
Waiting
Cheryl (CSR)
“Sometimes Sales calls while we’re at lunch. Have you ever
tried filling out a quote form while listening to a voicemail? It
seems to me that they forget to include half the required
details about half of the time. That means I have to call them
back, or email them with questions and wait for a response
before I can finish their quotes!”
• Phone or Email to
Customer Support
requesting quote
Sales
• Documents details
in Excel
• Emails to supervisor
monthly
Customer
Service
• Looks up price in
binder
• Fills in paper form
Customer
Service
• Scans paper form
• Emails form back to
Salesperson
Customer
Service • Attaches form to
Email
• Sends Email to
customer
Sales

37. Process Example: Request for Quote
Rework
Motion/
Conveyance
Overproduction
Processing
Underutilization
Of H.R.
Waiting
Brian (CSR)
“What we do is simple… We get a request. We go to Cheryl
to get a blank form, we go to the bookcase to get the price
book, we try to figure out what the salesperson actually
needs, we complete and send out a quote form, and, lastly
we wait for the complaints of inaccuracy to come in so we
can re-do the entire process with the right information. I
could save us all a lot of time if they’d just let me put all this
stuff into Access…”
• Phone or Email to
Customer Support
requesting quote
Sales
• Documents details
in Excel
• Emails to supervisor
monthly
Customer
Service
• Looks up price in
binder
• Fills in paper form
Customer
Service
• Scans paper form
• Emails form back to
Salesperson
Customer
Service • Attaches form to
Email
• Sends Email to
customer
Sales

38. Process Example: Request for Quote
Rework
Motion/
Conveyance
Overproduction
Processing
Underutilization
Of H.R.
Waiting
Rosa (Sales)
“Things work fine… So long as you don’t mind waiting a week
to find out that Customer Service didn’t get something right
and you’ll need to either wait another week for them to correct
it, or get their supervisor to expedite your request. I get around
this by keeping a stack of blank quote forms handy. If ever I
need a quote, I just fill out as much as I can and send it over to
Customer Service to fill the rest out. I’m only a 20 minute drive
away, so I’ll often deliver a hard copy too, just in case.”
• Phone or Email to
Customer Support
requesting quote
Sales
• Documents details
in Excel
• Emails to supervisor
monthly
Customer
Service
• Looks up price in
binder
• Fills in paper form
Customer
Service
• Scans paper form
• Emails form back to
Salesperson
Customer
Service • Attaches form to
Email
• Sends Email to
customer
Sales

39. Requirements Drive Processes. Processes Drive Solutions
​ Technology comes last!
Process
Requirements
Components
Functional
Processes vs.
Solutions
Continuous
Improvement
Lean/Waste

40. Resources

41. Resources
Trailhead
Process Automation Module
Free Process
Mapping Solution
Dreamforce Session
Requirements Drive Processes.
Processes Drive Solutions.
Salesforce Admins Podcast
Benjamin Bolopue with
Process First
The Gif Squad
#GIFSQUADFORGOOD
The SFDC Geek
A work in process(es)

42. Q&A
bit.ly/AdminWebinarGroup
Survey
bit.ly/awsurvey-processes
Slides
bit.ly/aw-processes
Wrapping Up