Moving from Solo Admin to Center of Excellence November 30, 2016

Today’s Speakers

Gillian Bruce Admin Evangelist Salesforce @gilliankbruce

Jodi Wagner Technical Delivery Manager Accenture @jmwagner

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Today’s Agenda

•  Introduction

•  Quantifying & Qualifying Your Work

•  Planning & Executing Your COE

•  Resources

•  Q&A

Introduction

What is a Center of Excellence?

A center of excellence (CoE) is a group of people who promote collaboration and best practices to ensure great business results.

Center of Excellence

Business Management

Release Management

Change Management

Support Management

What is a Solo Admin?

Production Support Manager

Business Analyst

New User Admin

Trainer Salesforce SME

Manager of New

Initiatives

Help Desk

Aka… Multi-tasker

Wearer of many hats Juggler

Jodi’s Situation as a Solo Admin

•  450 Users è Grew to 1200 Users

•  2 Apps

•  8 Business Lines è +5 Business Units

•  Activity Management è + Sales Planning

•  Opportunity Management è + Territory Management

How Are You Going to Get There?

Quantify Your Work

Qualify Your Work

Create a Plan Execute

Quantifying & Qualifying Your Work

So What Do You Do All Day?  Quantifying Your Work

Support Intake

Capture in Salesforce

Measure

No, Really.. What Do You Do All Day?  Ways to Quantify Your Time

 Qualifying Your Time No, Really... What Do You Do All Day?

Value Add Overhead

New User Admin

Help Desk

Production Support Manager

Manage New

Initiatives

Salesforce SME

Business Analyst Trainer

Planning & Executing Your CoE

Creating a Plan to Scale for the Future  Define what, who, why and how

What

What does your Salesforce landscape

look like?

Is there a roadmap in place for additional

efforts with a timeline?

Who

Who will be impacted by any upcoming enhancements,

Salesforce releases?

Is there a change management, training and communication plan in place for end

users?

Why

Why are these enhancements being

implemented, changes rolled out or new users

being added?

What is the value that users and the

organization will get from these

enhancements?

How

How will changes be implemented?

How will the organization scale to

meet demand?

Resourcing for the Future

Additional Resources:

•  Onsite team

•  Extended team in IT

•  Premier Support

•  Consultants

•  Managed Service contracts

Guidelines for Additional Assistance

Number of Users Administration Resources

1-30 users < 1 full-time administrator

31-74 users 1+ full-time administrator

75-149 users 1 senior administrator, 1 junior administrator

150-499 users 1 business analyst, 2-4 administrators

500-750 users 1-2 business analysts, 2-4 administrators

> 750 users Depends on variety of factors

Center of Excellence  Defining a Governance Structure

Center of Excellence

Business Management

Release Management

Change Management

Support Management

•  Quantify the amount of time spent on various groups of tasks

•  Qualify the types of tasks being completed to identify value added items

•  Create a plan that includes a roadmap and resourcing for the future

•  Execute on building a business case

Tying it All Together

Resources

Resources

 Dreamforce Session: Building a Center of Excellence (CoE) to Manage Complex Business Environments

 ButtonClick Admin Podcast: • Glenn Weinstein on being a better CIO

• Managing User Permissions with Justice Sikakane

Trailhead: Change Management Badge, Managing Change with a Governance Framework Unit

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