1. By: Melissa VanDyke www.melissavandyke.com @MVDSFDC Current and Future State Process Flow ​ Visualization and Template SALESFORCE ADMINISTRATOR FORCE.COM DEVELOPER

2. ​ 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 VanDyke www.melissavandyke.com @MVDSFDC

3. 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 VanDyke www.melissavandyke.com @MVDSFDC

4. 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 VanDyke www.melissavandyke.com @MVDSFDC

5. Current State TS actions the request TS opportunity identified from an interaction with a client / customer YES NO Send 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 Received reply? YES Notify other teams? End NO YES TS 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 VanDyke www.melissavandyke.com @MVDSFDC

6. Proposed Future State TS opportunity identified from an interaction with a client / customer NO YES Create 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 NO End By: Melissa VanDyke www.melissavandyke.com @MVDSFDC

7. Project Milestones Start 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 VanDyke www.melissavandyke.com @MVDSFDC

8. Admin to Admin Academy Podcast Introducing the Admins Getting Started Model & learn a new formula in each episode (including a video demo & downloadable how-to instructions)! BMO Use Case We encourage you to build your own free Salesforce developer organization using the BMO Use Case instructions. Step by step instructions on how to setup your Org like ours so you can get started building the formulas to level-up your career! ​ The 8 Steps to Managing Successful Salesforce Projects ​ Download this eBook for more information about using project management methodologies to start to level-up your career today! Other Resources at www.MelissaVanDyke.com By: Melissa VanDyke www.melissavandyke.com @MVDSFDC