#AwesomeAdmins, in case you haven’t heard, we’ve taken our existing “How I Solved It” series from YouTube, sprinkled some extra magic onto it, and are bringing a five-episode version of it to Salesforce+, our free streaming service.
In the third episode (available now on Salesforce+), we see how Karmel James uses her problem-solving skills to create a solution for managing marketing newsletter subscriptions. Karmel explains why problem solving is key to being an effective Salesforce Admin and highlights how she uses skills from the Salesforce Admin Skills Kit—problem solving, communication, and data management.
We recommend you watch the episode on Salesforce+ and then read about her solution below.
Karmel’s company sends a lot of newsletters from different departments, and customers can self-select which ones they want to receive. She needed a way to make sure that when a customer unsubscribes from an important newsletter, someone reaches out to that customer to verify that they actually no longer want that information.
Karmel used custom fields, Flow, formulas, and groups to make sure that when a customer unsubscribes, a series of steps happen to make sure her team stays both engaged with them and up to date with any changes.
When a customer unchecks the box for a specific newsletter, a series of things happen. First, a new Task is created on the related Contact record assigned to a team member using a formula to specify that it’s due in 3 business days. This also creates a new Case to track the number of unsubscribes taking place and how long it takes the team to resolve them.
When Karmel’s team follows up with the customer and resubscribes them to the newsletter, they can add the details of the conversation, mark that the contact’s newsletter subscription needs to be updated, and change the status of the Task to Completed.
Because the Subscription Updates Needed field was checked as true, Karmel set up automation to create a new Task reminding the team member to take that action. Once this Task is marked as Issue Resolved, the case automatically updates to Closed.
She also set up an automation to update the Marketing Channel with the updates that happened so that the whole team knows what’s happening.
Karmel also shares her flow for these automations, showing us how she built a record-triggered flow on Task records with the Subscription Updates Needed and Issue Resolved decision outcomes
Karmel shows us a lot of skills from the Salesforce Admin Skills Kit in this episode, but we want to focus on problem solving, data management, and communication.
Here’s how she uses these admin skills (and how you can, too!):
We hope you enjoy this episode! Stay tuned to Salesforce+ for more How I Solved It episodes coming soon!
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