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Salesforce End-to-End Implementation Handbook

Salesforce End-to-End Implementation Handbook

By : Kristian Margaryan Jørgensen, Kristian Margaryan Jørgen
4.9 (13)
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Salesforce End-to-End Implementation Handbook

Salesforce End-to-End Implementation Handbook

4.9 (13)
By: Kristian Margaryan Jørgensen, Kristian Margaryan Jørgen

Overview of this book

With ever-growing digital transformation programs involving Salesforce, there is a greater need for a comprehensive overview of the phases and activities specific to Salesforce implementations. This book will act as a detailed guide for your Salesforce implementation journey, including common issues and pitfalls to mitigate and prevent errors. The Salesforce End-to-End Implementation Handbook starts with the pre-development phase. Here you’ll understand how to define the vision and nature of your project, determine your change management strategy and delivery methodology, learn to build a business case for your project, get insights on engaging with Salesforce and implementation partners, and learn to establish a governance framework. As you progress, you’ll gain insights on the necessary activities, milestones, and common issues faced in Salesforce implementation, along with strategies to mitigate them. At the end of each section, you’ll find evaluation checklists to assess the state of your Salesforce implementation. By the end of this book, you’ll be well-equipped to set up Salesforce projects and programs effectively and deliver maximum ROI.
Table of Contents (21 chapters)
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1
Part 1:The Pre-Development Phase
7
Part 2: The Development Phase
11
Part 3: The Roll-Out Phase
15
Part 4: The Continuous Improvement Phase

Providing hypercare and managing production support

The period after user training is key and fragile. As such, a heightened level of support is required to be able to quickly respond to questions and issues faced by end users. That phase is called hypercare – let’s dive into it!

Providing hypercare

Hypercare is a phase in your Salesforce project as much as it is a capability.

Let’s break the capability into its parts:

  • The hypercare process: When your users begin working in Salesforce, they may get stuck, face issues, and require further assistance beyond the training and training materials you have provided. Be sure to communicate the process your users should follow to get help. It may be similar to the process you used for SIT and UAT, so use that as a starting point.
    • Depending on your setup and available resources, you need to determine what levels are involved in your hypercare process. Ask your end users to state the priority/severity when...

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