Congratulations! Your organization, Awesome Admin Automotive, made the investment in Salesforce. You’ve absorbed so much great content and can’t wait to dive right in and try out all the new bells and whistles!
While it’s a very exciting journey ahead, as Simon Sinek’s book “Start With Why” suggests, it’s important to first take some time to reflect on why the users will be excited to use Salesforce. What’s in it for them? What’s most important for them to do to fulfill their job duties? How can Salesforce enhance their workflow?
I like to approach this with a user persona exercise as laid out in the steps below.
1. Sketch out or create a document of the users who will be using Salesforce (below is an example of what this could look like).
2. Review the Company Information and take note of the features and licenses your org has.
3. Create user stories to see what the ultimate goal of each persona is for using Salesforce. (Here’s a Trailhead module on user stories and here’s an episode of How I Solved It on Salesforce+.)
I like to have fun with the personas and sometimes give them a short name, as you’ll see below, because I’ve found the more complex orgs become, the longer the internal lingo and acronyms are to remember.
As a... | I want to... | so that I can... | Persona Name |
Marketing Supervisor | • create, view, and edit leads • create, read, edit, and delete campaigns • view and create reports and dashboards | • manage and nurture incoming prospects. • manage and track marketing initiatives. • generate information on campaign performance. | Mark |
Marketing Associate | • create and view leads • create and view campaigns • view and create reports and dashboards | • nurture incoming prospects. • track marketing initiatives. • generate information on campaign performance. | Marsha |
Sales Manager | • view accounts, contacts, leads, and opportunities that I own or someone below me in the reporting hierarchy owns • edit opportunities and leads that I own or someone below me in the reporting hierarchy owns • view and create reports and dashboards | • keep track of opportunities in our pipeline and collaborate with my colleagues within Salesforce to close deals. • generate information on pipeline performance. | Sally |
Sales Associate | • view accounts, contacts, leads, and opportunities that I own • edit opportunities and leads that I own • view and create reports and dashboards | • keep track of opportunities in our pipeline and collaborate with my colleagues within Salesforce to close deals. • generate information on pipeline performance. | Sam |
Service Supervisor | • view all cases • edit and delete cases I own or anyone below me in the role hierarchy owns • view accounts, contacts, and leads • view and create reports and dashboards | • keep track of customer inquiries and problems. • make updates to cases I am actively working. • generate information on case performance for my team. | Sergio |
Service Associate | • view all cases • edit cases I own • view accounts, contacts, and leads • view and create reports and dashboards | • keep track of customer inquiries and problems. • make updates to cases I am actively working. • generate information on case performance. | Serena |
Salesforce Admin | • have the highest level of access | • maintain the security of our org and provision colleagues appropriately. | Annie |
4. After creating the user stories for each persona, we can use that to shape our security model.
I try to pick apart each user story to see which tool in our admin toolkit is the best solution to solve that requirement.
Here’s a mind map that helps me think about it.
Let’s take Sergio, the Service Supervisor from my table, as an example. One of his requirements is to “edit and delete cases I own or anyone below me in the role hierarchy owns.” Since the Case object is a standard object, Grant Access Using Hierarchies is enabled by default, so as long as users with the job title of Service Associate have a role below Service Supervisor, this feature will fulfill Sergio’s requirement.
If, for example, we needed to do a nonvertical share (for example, if Sally the Sales Manager needed to have Read access to cases), we would then utilize sharing rules, which extend access to users in public groups, roles, or territories. Sharing rules give particular users greater access by making automatic exceptions to the org-wide sharing settings.
While the above example is nice in theory, in my experience, typically I was working on an org that was already in progress. What’s the best way to quickly get up to speed if there’s no documentation or the documentation is outdated?
Luckily, Salesforce has some great tools to help with this scenario! I approach these scenarios with a combination of Optimizer and the new User Access and Permissions Assistant.
Salesforce Optimizer is included with Professional, Enterprise, Performance, Unlimited, and Developer Editions. After successfully running the Optimizer, I hit Type to sort, and then I focus on the User Management categories and ask myself the following questions.
By reviewing the Optimizer, we can typically identify some tech debt that we may be able to remove and focus on the remaining items for the next step.
User Access and Permissions Assistant is a new tool that permissions Product Manager Cheryl Feldman announced at Dreamforce! You can download it from the AppExchange here. This tool is very helpful in validating the current permissions versus what was laid out in the user stories. It also provides a visually appealing way of looking at the profiles and permissions holistically for when you’re getting familiar with an org that’s newer to you.
If I want to validate a requirement of “Who is able to delete account records?” I can do it via User and Permission Analyzer.
If I want to understand the differences between the four CRM Analytics permission sets, for example, I can do so via the Report tab. I can also export the data for more in-depth analysis.
In conclusion, I hope this helps you use some of my favorite concepts, such as user stories and personas, along with Salesforce tools like Optimizer and the new User Access and Permissions Assistant to set your organization up for success!
Check out the resources below to learn more.
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