Today on the Salesforce Admins Podcast, we talk to Christine Stevens, Senior Salesforce Consultant at Turnberry Solutions. Join us as we chat about the keys to user management and why documentation is so important.
You should subscribe for the full episode, but here are a few takeaways from our conversation with Christine Stevens.
Christine is another guest we’re bringing on from Gillian’s “Skills for Success” video series, where she shares her tips for user management. We couldn’t pass up the chance to bring her on the pod to hear more and ask some questions.
User management starts with a solid onboarding process and, for Christine, that comes down to good documentation. New users have a lot to learn and having clear process flows can help them make sure they’re doing the right thing.
Christine recommends showing the same process multiple ways, like a flow chart for more visual people and a step-by-step list for folks who just want the instructions. The same goes for In-App Guidance—some users love it but other users would rather have a printed reference next to them for help as they go.
When it comes to documentation, it’s important to remember that different industries have different terminologies that might overlap with Salesforce terms. Christine points out that an “account” might mean one thing to an accountant, a different thing to a lawyer, and yet another thing to a Salesforce Admin.
“Write the training like you’re telling a story,” Christine says. Whenever possible, put documentation in terms that make sense for the industry your users are working in. This makes it easier to follow and easier to update. What your users need to do probably won’t change that much, even if how they do it in Salesforce does.
Whenever possible, Christine recommends taking a close look at your company’s existing technical documentation. You can save yourself a lot of time by adapting it to fit with Salesforce, and it’s likely that there has already been a lot of thought put into how to document key business processes in a way that makes sense for your users.
Finally, Christine reminds us that the keys to user adoption are empathy and patience. Change is hard for anyone, so it’s especially important to take the time to listen to people and hear their concerns. If you can get to the root of the problem there’s often a simple fix.
Be sure to listen to the full episode to learn more about managing permissions, some new things coming in Winter ‘24, and how Christine reverse-engineered an abandoned Salesforce instance.
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