Using Personas for Salesforce Accessibility and Security

1. Using Personas for Salesforce
Permissions and Security
June 14th, 2017

2. Today’s Speakers
Alex Sutherland
VP, Strategy
CRM Science
@apexsutherland
Mike Gerholdt
Director, Admin Evangelism
Salesforce
@MikeGerholdt

3. Forward-Looking Statements
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​ 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
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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
Salesforce Admins

5. Watch the Recording
The video will be posted to
YouTube & the webinar recap
page: bit.ly/personasforaccess
This webinar is being recorded!

6. 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

7. Today’s Agenda
• Intro to Personas
• Developing Personas
• Persona Examples
• Lightning Considerations
• Resources
• Q&A

8. Intro to Personas

9. Why Should I Use Personas for Security configuration?
• Security configuration without a
cohesive design is like trying to do a
jigsaw puzzle without looking at the box!
• Personas can be your picture of the
completed puzzle
• Personas will make it easier to explain
your security configuration to other
stakeholders

10. Key things to keep in mind…
• Personas are not
Profiles
• Appropriate security configuration improves
user experience
• Less is more!

11. What are “Personas”?
UX Personas for
Salesforce Badge on
Trailhead
• Groups of users clustered based on shared
behavior, motivations, goals, pain points, and
other descriptors
• Abstracted from configuration specifics and
organizational roles
• Focus on the use cases and tools users need to
be productive

12. Developing Personas

13. How Do I Develop Personas?
Survey & interview your users!
Group your research results into
common behaviors & patterns
Name your Personas according to
what they do - i.e. “Pipeline Builder”
Build configurations & map Users
1
2
3
4

14. Translating Persona Behaviors into Permission Configuration
• Look for core behaviors & tasks shared across multiple Personas and
enable that functionality in a common Profile - i.e. “Sales User Profile”
• Look for specific behaviors that require granular permissions and can
be split into Permission Sets and combined to enable unique Personas
- i.e. “Lead Generation”

15. Persona Example

16. Pipeline Builder Persona
Prospect and nurture leads

17. Pipeline Builder Persona Security Configuration
Pipeline Builder
User Features
❏ Marketing User
❏ Salesforce1 User
Profile Sales User Profile
Permission Sets
❏ Lead Generation
❏ Telephony Integration
❏ Email Integration
Role Inside Sales Team
Sharing Rules
❏ Leads - R/W on records owned by Outside Sales
❏ Accounts - R/W on records owned by Outside Sales
❏ Opportunities - Read on records owned by Outside
Sales

18. Deal Closer Persona
Work and close deals

19. Side-by-Side Persona Comparison
Pipeline Builder
User Features
❏ Marketing User
❏ Salesforce1 User
Profile Sales User Profile
Permission
Sets
❏ Lead Generation
❏ Telephony Integration
❏ Email Integration
Role Inside Sales Team
Sharing Rules
❏ Leads - R/W on records owned by
Outside Sales
❏ Accounts - R/W on records owned
by Outside Sales
❏ Opportunities - Read on records
owned by Outside Sales
Deal Closer
User Features
❏ Marketing User
❏ Salesforce1 User
❏ Allow Forecasting
Profile Sales User Profile
Permission Sets
❏ CPQ User
❏ Contract Generation
❏ Email Integration
Role Outside Sales Team - Region X
Sharing Rules
❏ Leads - Read on records owned by
Inside Sales
❏ Accounts - R/W on records owned by
Inside Sales
❏ Opportunities - R/W on records
owned by Inside Sales

20. Mapping Users to Personas
Create a custom “Persona”
picklist field on your User object
to help you map users to their
primary Personas

21. New dimensions with Lightning Experience!
• Lightning Pages change the
paradigm for page layout
assignment
• Page assignment at the Record
Type or Profile level now
override the App and Org
defaults
• Configuration becomes more
app-centric vs. profile-centric

22. Resources

23. Resources
UX Personas for Salesforce Badge on Trailhead:
https://trailhead.salesforce.com/trails/build-better-ux/modules/ux-personas-for-salesforce
Protect your Salesforce Data Trail on Trailhead:
https://trailhead.salesforce.com/trails/security
Best Practices on Creating Effective Personas on Medium:
https://medium.com/salesforce-ux/best-practices-on-creating-effective-personas-620a5076bdd2
Data Driven Personas at Salesforce on Medium
https://medium.com/salesforce-ux/data-driven-personas-at-salesforce-cdd0dd321281
Salesforce Data Security Model - Explained Visually on Dev Site:
https://developer.salesforce.com/blogs/developer-relations/2017/04/salesforce-data-security-model-explained-
visually.html

24. Q&A
bit.ly/AdminWebinarGroup
Survey
bit.ly/aw-surveypersonas
Slides
bit.ly/personasforaccess
Wrapping Up

25. Thank Y u