What to take back to your team
- Watch a real user move through a complete workflow.
- Fix the data and reports that guide important decisions.
- Give admins a process that keeps unnecessary changes out.
Follow the user through the system.
Choose a complete process, such as following a sales inquiry through to a closed deal or a support request through to resolution. Watch where people leave Salesforce, enter information twice, or question a report.
Use those observations to decide which parts of Salesforce need repair. A rebuild may be necessary in some cases, but decide after you understand the problems.
Identify fields, screens, and automation with no clear owner or useful role. Review whether each should stay, change, or be removed.
Restore the information people need.
Agree on the definitions leadership uses to review performance. Correct the reports that depend on those definitions.
Review permissions, page layouts, and automation around the chosen workflow. Help users find the information and actions they need.
Start with a result people can check. One dependable report of open sales opportunities or a simpler support process can give the team a reason to use the system again.
Make the recovery last.
Prepare managers and users for the revised process. Explain what changed and how it helps them complete the work.
Give admins a clear way to review new requests. Each field or automation should have a purpose and an owner.
Review the process after the restart. Add AI and automation when the underlying workflow and data are ready to support them.
Trust returns when the system helps people complete the work.
Apply it to your team
We can help your Salesforce team identify the causes of workarounds and put the fixes in order before you commit to a rebuild.
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