Agile Approach to Admin Work in Salesforce

Leading Salesforce.com Consultancy

Hundreds of engagements many industries

Focused on small and mid-sized market

Enterprise Engagements

Flexible approach to serve any budget

Driven to achieve user adoption

Services

Salesforce.com

Implementation

Data Migration

Configuration

Custom Development

User and Admin Training

Marketing Automation

Email marketing

Lead Scoring and Nurturing

Content marketing

Kyazma Clients

Gaining Traction with Salesforce

My Background

• Ken Hansen

• Beta tested Salesforce.com. 14 years with the product

• Admin for small business and large enterprise

• MBA from University of St. Thomas

• Certified Salesforce Administrator

• Kyazma Enterprise Engagement Manager and Sr. Consultant

STOP THE MADNESS!

Using Agile Project Management Principles to Manage Your Admin

Workload and Consistently Deliver Outstanding Results

Who Are Your Customers?

• Direct Customers– VP of Sales

– Director of Sales Operations

• Indirect Customers– CEO

– Global Directors

– VP Client Services

– Director of Finance

– VP of Marketing

Customers Make Demands

Marketing wants a dashboard Finance needs daily reporting Sales needs a new quoting tool The CEO needs Q4 numbers Reps need dashboards Call center needs a new solution Sales needs a quoting tool Marketing needs a Lead Assignment rule Client Services needs a project management solution Head of Services needs a Customer Profile object Finance needs to automate collections

How Do You Prioritize Requests?

Who do you report to?

Who is the ranking leader?

Who is the loudest?

Who pays your paycheck?

Which request is more exciting?

Which request has the highest visibility?

Which request is easiest?

How Do We Stop The Madness?

• Setting expectations for how requests will be captured

• Understand the tools that Salesforce provides– Chatter, Cases, Ideas, Custom Object

• Understand what Agile is and how to use it– Deliver work in 2-4 week iterations

• Create a criteria and ranking for change requests by gathering feedback from your customers.

Salesforce Tools

• Chatter Groups can be effective in gathering requests.

• Cases are a good way to capture requests. You can customize the object fields, create record types, create statuses and priorities.

• Salesforce Ideas is another way to capture requests.

• Create a Custom Object to capture change requests.

Agile Project Management

• Focus on early delivery of business value

• Continuous improvement

• Scope of work flexibility

• Continuous input from team and stakeholders

• Delivery of well-tested solutions that are a true reflection of customer needs.

Three Basic Tenets

• Transparency– Everyone sees and understands the project and how

they can contribute

• Inspection– Stakeholders are able to regularly inspect the project,

able to identify any variants from the acceptance criteria

• Adaptation– The Admin needs to adapt to changes in criteria

quickly

How does this work?

BACKLOG:Your longest list of requests. Capture every change request here.

TO DO:Push items into this column that you think you can complete in 2-4 weeks.

WORK IN PROGRESS (WIP):Pull To Do items into this column. Best practice is to only have 3-4 tasks at a time in WIP.

DONE:This is your victory column. It feels good to have things in this column.

The Sprint (Iteration)

Week 1

DiscoveryPlanning

Work

Daily Standups or Scrums

Weekly Updates with Stakeholders

Week 2

WorkTest


Sell off smaller projects to

Stakeholders

Week 3

WorkTest


Sell off smaller projects to

Stakeholders

Week 4

Release Week


Final sell off and release

Next Iteration planning

Recommended Reading

Personal Kanban: Mapping Work | Navigating Life

by Jim Benson and Tonianne DeMaria Barry

Agile Project Management for Dummies

by Mark C. Layton

Agile Approach to Admin Work in Salesforce

Business

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