Salesforce has done an excellent job of providing tools for a system admin to use declarative process automation. In the next few weeks Saasy5 will review several of the process automation tools available to admins; starting with the basic and moving to more complex. I’ll use examples to review the functionality of each tool. But first I wanted to spend some time on what factors admins should consider before automating a process.
1. Is the process consistent every time it’s executed?
While no process is exactly the same every single time it’s executed, if a process executed in the same way based on a set of criteria the majority of the time it should be considered for automation.
2. Does the process have multiple steps that are replicated?
A lot of times users get lost and fed up in Salesforce when they are required to execute the same action repeatedly. Enter process automation!!! Salesforce has a tool that can do that for your users so that all users have to do is trigger the automation process by entering a set of criteria. This saves them time, increases adoption and decreases the risk of human error. Oh yea, and it will save you some headache!
3. Does the process involve other teams?
It’s important to think about the who is involved in the process you’re trying to automate. Are there multiple groups or teams involved in the process? How will the process transition from one team to another. If you can, automate those transitions between team members because each transition is a point where the process can easily get off track or an important step can be missed.
4. Does leadership need to visualize the status of the process on each record throughout the org?
Always consider what leadership will view as success when working in Salesforce. What are the metrics they are looking at to quantify the success of a project? This goes for process automation too. Are they looking for time saved internally? A more seamless customer experience? Cost savings? Or insight into individual workloads?
5. What steps need to be tracked in Salesforce and what steps, if any, are performed outside of Salesforce.
Process automation helps our users do their jobs more efficiently because the system is doing the work for them. It helps leadership know that a process is being executed properly. And it helps admins ensure that data is accurate for a given process. The ultimate goal should be to keep as much of the process as possible in Salesforce or at least tracked in Salesforce.
Even after considering these 5 items there are crucial interactions with clients and team members that can’t be automated and require a personal touch. I once tried to automate a process that really needed personal touch, it failed miserably, clients felt less valued and it hurt the work we’d done to try to help them in the first place.
I’m looking forward to diving deep into the Salesforce toolbox of automation!
Visit Saasy5 on Pinterest, each week I’ll have a board with pins to the resources I used to write the blog. Here’s this week’s board. Since the Salesforce world is HUGE let me know if I missed something that should have been pinned and I’d be happy to pin it.