By: Melissa VanDykewww.melissavandyke.com

@MVDSFDC

Current and Future State Process Flow

Visualization and Template

SALESFORCE ADMINISTRATOR

FORCE.COM DEVELOPER

Step #1: Identify Personas

Step #2: Plan the Kickoff Meeting (Set Expectations)

Step #3: Understanding the Current State (Bombs vs. Jams)

Step #4: Proposed Future State (Ideal State)

Step #5: Planning and Approvals (Trade-offs and Buy-in)

What are the five steps?Methodology for documenting process like a rock star

By: Melissa VanDykewww.melissavandyke.com@MVDSFDC

IMPORTANT: This document assumes you have already completed steps #1, #2 and #3 (i.e. kickoff meeting has been completed) and you are now ready to document the current the state and proposed future state for your project team’s approval.

The following slides include a template process flow that you can use to document your current state (with bomb and jam images) and the proposed future state to send for approval (step #5).

By: Melissa VanDykewww.melissavandyke.com@MVDSFDC

Bombs vs. Jams Below is a sample documentation of bombs vs. jams from a pretend kick-off meeting:

BOMB: The sales team has 3 email addresses they send support issues to (they have to decide which email to send each type of request to in order to get help from the internal client technical support department about existing clients). A summary of the major pain points is below:

Pain #1: they lose track of pending request status (they don't know when an email request has been actioned and any action to remember to follow up is manual) Pain #2: There is no visibility/ summary history of requests for clients Pain #3: There is a lot of email churn because they often email the wrong email address and don't remember to include important information (there are so many different request types to keep track of they

get confused)

BOMB (same bomb as above but from the point of view of the technical support team): The client technical support department manages these 3 email addresses by actioning requests from the sales team as they come in. A summary of the major pain points is below:

Pain #1: they lose track of which items are being worked by which agent because the inbox is hard to manage as an email Pain #2: The Excel file tracking is unreliable (agents are supposed to log their cases into the file before they work them but often agents work on the same issue or miss issues) Pain #3: There is no visibility/ history of requests for clients Pain #4: There is a lot of email churn because the sales team often emails the wrong email address and or they don't remember to include important information

NOTE: A possible solution / future state that might be going through your mind during the kickoff meeting when you identify these bombs: We could create a custom object with a record type to represent each of the three email addresses (each with different field requirements and validation rules as appropriate). Each form can be routed to the right team for action using an approval flow (remember, an approval flow can be used for request to action it does not have to be a true "approval"!). JAMS: All of the below requirements are example jams that you will hear in the kickoff meeting/ current state discussions. You know they are jams because they are standard force.com declarative solutions that you can do automatically while working on the primary solution for the BOMBS (jams are typically workflow rules and formula fields, reports and dashboards, automated reports, and time-based email alerts, etc.):

SLA tracking is impossible (you will solve for this just by ensuring reports and dashboards/ list views are being used as queues, and you can schedule reports to the managers/users showing all requests that are

past due or close to past due, etc.) Reports and dashboards are needed (easy!) New hire knowledge transfer is complicated and time consuming (all the requests being in salesforce and related to the account will automatically make training and knowledge/history transfer easy) Email the sales team when a request is submitted successfully and when it is closed/actioned (easy, you can do this in the approval flow process!) Show the # of days since submission in a field and send a report of outstanding requests to the manager each afternoon, including an average # of days submitted (easy, you can do this with a formula field on

the object and use it in a report formula field as well!)

By: Melissa VanDykewww.melissavandyke.com@MVDSFDC

Current State

TS actions the request

TS opportunity identified from an interaction with a client / customer

YES

NOSend email to one of 3 email

addresses

Request is actioned by

TS?

TS Sends email back to sales rep requesting more

information

TS tracks the request status in

Excel

TS tracks the request status in

Excel

Received reply?

YES

Notify other

teams?End

NO

NOYESTS Sends email to other team(s)

with info they need

No visibility into the full picture of Client history and current status of requests

Excel files are not reliable & no way to track SLA Activities drop off the list and no way of knowing Hard for the sales team to remember which email

address to use & what details to include Hard to remember to notify the other teams so they can

implement their own processes *There might be some opportunities to connect with other

teams to integrate these processes

Executive Summary

By: Melissa VanDykewww.melissavandyke.com@MVDSFDC

Proposed Future State

TS opportunity identified from an interaction with a client / customer

NO

YESCreate new record on

Request tab

Request is actioned by

TS?

Reject and type in your questions in the comments

Clear visibility into the full picture of Client history and current status of requests from the Account page in Salesforce (Account is required on all forms)

Full SLA tracking on reports and dashboards No way for activities to drop off (escalation reports) No need for sales team to remember which team to send

the requests to, they just choose the right Request form No manual notification of other teams, the emails

automatically go out to those teams in approval flows There are looking at more opportunities to integrate

process with other teams and will be logging them as new projects

Executive Summary

Choose correct form and fill in all

required fields (click Submit for

Approval)

TS approves the request

Requestor (and other teams)

receives an auto notification

Sales team resubmits

YES NOEnd

By: Melissa VanDykewww.melissavandyke.com@MVDSFDC

Project MilestonesStart User

Acceptance Testing (UAT)

WK12 | WK13 | WK14 | WK15 | WK16 | WK17 | WK18

Core Project & Enhancement

List Approved by project team Approval

Flow process ready for testing

End User Training (w/

documentation)Accounts

Payable roll out and training

Future Enhancements

Project Team Actions

Auto Opportunity

Creation

Core Project Design/Implementation

Legend

Bug fixes during testing

Complete User Acceptance

Testing (UAT) Go-Live

By: Melissa VanDykewww.melissavandyke.com@MVDSFDC

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By: Melissa VanDykewww.melissavandyke.com@MVDSFDC