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5 User Management Habits That Will Help Your Admin Career

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As Salesforce Admins, you drive results and deliver business value every day. You automate processes and make them more efficient. You build amazing reports and dashboards to drive insights and provide increased transparency. And, every time you customize Salesforce, you personalize the user experience and help your users and executives do their jobs better.

Salesforce would not be what it is today without your passion and dedication. That’s why, at Salesforce, we’re so dedicated to helping you be successful. One of the best ways to get started is by building strong habits that ensure your success from day one. In our five-part series, Essential Habits for New Admins, we start by defining the four core responsibilities every admin has and the repeatable habits you can develop to make you and your organization successful.

You can watch the overview episode every Friday at 9:30 a.m. PT on Trailhead LIVE. PLUS, dive deeper into the makeup of each core responsibility and its habits in our Essential Habits series: User Management, Data Management, Security, and Actionable Analytics.

The first core responsibility we’ll dig into is user management. Watch the episode or hop in by reading the blog post below.

Why is user management so critical?

All #AwesomeAdmins have the same goal — to ensure their users have the ability to log in and do their jobs in Salesforce. But how do you make this happen? User management is a great place to start! User management is key to organizations getting value out of their Salesforce investment, and mastering this responsibility is critical to your role as an admin.

When it comes to user management, there are five main habits we suggest you adopt to help you in your role tremendously:

  1. Get to know your users
  2. Review adoption
  3. Communicate with stakeholders
  4. Revisit documentation
  5. Perform a user audit

Slide that lists out five user management habits for admins.

Let’s break down each of these habits!

Essential habit 1: Get to know your users

Getting to know your users is a valuable source of inspiration for you as an admin! And, hey, it’s fun. Here are two suggestions for getting to know your users:

  • Plan to meet folks for virtual coffee regularly to talk about their Salesforce use and to learn about who they are and what they do. We call this SABWA, which stands for Salesforce Administration by walking (or zooming) around.
  • Shadow someone as they do their job in Salesforce. Watch what they click on, what kinds of data they repeatedly enter, and where they experience friction.

Taking the time to build these relationships will help you better understand how your users interface with Salesforce to get their jobs done, as well as help you gather any suggestions they have for new features to be even more productive.

If you’re not sure how to begin your conversations with your users, we’ve provided a few sample questions below to get you on the right track.

Five sample questions to ask to get to know your users.

📅 Make it a habit: To transform this task into a regular habit, schedule these “Get to Know You” sessions about once a week!

Essential habit 2: Review adoption

Reviewing the adoption of Salesforce within your company is an essential habit because it allows you to gain insights, such as who uses Salesforce the most or the least, which users might need help (but aren’t asking!), and who your power users are. You can accomplish your weekly adoption review by:

  • Installing the adoption dashboard pack from the AppExchange and then customizing those components to show the most useful things for your company or leadership
  • Utilizing a “User Login Leaderboard” to show who is logging in the most and creating the best data
  • Creating your own reports to show the information that matters to your business
  • Optimizing Salesforce for the user experience by revisiting your page layouts, actions, and objects and making them dynamic where possible

All of these items work together, hand in hand, to help make pages actionable and increase your user adoption. If you’d like to learn about even more ways to increase user adoption, Shub Viragi, Associate Product Manager at Salesforce, shares how Dynamic Forms and Actions allow an admin to customize the page based on the underlying data in the record, the user viewing the page, the device it’s being viewed on, and more at the time stamped here: [7:02].

📅 Make it a habit: To create a habit around reviewing adoption, you’ll want to refresh and run these usage dashboards weekly. If you subscribe to these dashboards, they will be automatically emailed to you.

Essential habit 3: Communicate with stakeholders

Before we hop right into our third habit, let’s first define who stakeholders are. Stakeholders are people who lead a team that has its business process in Salesforce; for example, your sales manager if you’re using Sales Cloud, or your fundraising manager if you’re using Nonprofit Cloud.

In most cases, there are a few key steps you would take to approach a monthly leadership meeting. However, communicating with your stakeholders about Salesforce can mean many things, so feel free to adapt these steps to what feels right for your organization:

  • Create a recurring monthly meeting with those department leaders.
  • During the meeting, communicate updates consistently and establish communication preferences.
  • After the meeting, recap the meeting by creating a stakeholder newsletter, Slack post, or Chatter post that details the changes.

Curious what an agenda for a stakeholder meeting would look like? Below is an example you can use as a starting off point to create your own.

Sample meeting agenda with stakeholders.

📅 Make it a habit: To create a habit of communicating with your stakeholders, make sure to set up a meeting every month and recap the meeting afterward.

Essential habit 4: Revisit documentation

The first step in developing this essential habit is to ensure that you actually have documentation. If you don’t have any documentation or don’t know where it is, it’s your responsibility to create it for your organization.

You’ll want to have user guides per each job function, and you may also want to have an Admin Guide, if needed, for other Salesforce Admins. You can do this using a variety of tools, like Salesforce Anywhere, Google Docs, or third-party AppExchange apps — and, of course, within Salesforce itself. Where possible, use native features like Help Text, Descriptions, and In-App Guidance to direct your users on how to use the application right in Salesforce.

It’s your job to keep all these documents up to date to stay aligned with your latest business processes and Salesforce Release.

Below, you can find a sample outline of what your end-user documentation might look like.

Sample documentation outline.

📅 Make it a habit: To create a habit of revisiting documentation, you should make a recurring event on your calendar that happens every quarter.

Essential habit 5: Perform a user audit

Our final user management habit is performing a user audit. To perform a user audit, you’ll first need to ensure that your list of active users is current. You only want to grant Salesforce access to people who should have it, and deactivate any users who don’t need access anymore!

You’ll also want to review your roles and profiles, permission sets, and permission set groups to see if any of these are unassigned or unused. We recommend running Salesforce Optimizer to review them.

Finally, you’ll want to ensure that the Salesforce access levels are aligned with your job functions.

Below are some specific things you should look for in your user audit.

Five things to look out for in a user audit.

📅 Make it a habit: Get in the habit of conducting a user audit once a year. While it doesn’t occur often, we recommend you plan ahead for your user audit and schedule it on your calendar like the other habits. We highly encourage performing this audit at the same time every year.

More essential habits

Now that you have a better understanding of the importance of user management, the habits you need to master it, and key takeaways for you to implement, you’re ready to roll! For a bird’s-eye view of all of the suggested habits and timelines for user management, check out our handy calendar below.

User management habits on a monthly calendar.

Want to dive deeper? Check out our Trailhead LIVE episode, Essential Habits for Salesforce Admins: User Management, on demand!

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