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Salesforce Administrator Responsibilities: What Should Be Done and When

Hello, Habr! I present to you the translation of "Salesforce administrator responsibilities: What needs to be done and when" by David Taber.

What does a Salesforce administrator do all day, week, or month? Here is a general summary.

Salesforce administrators are responsible for a variety of tasks ranging from helping users design reports and reset passwords, to maintaining data quality, adding fields, and performing backups. These special tasks are not performed by the job description (or MBO checklist), so we’ll look at what administrator tasks should be completed and when.

Let's start from the very beginning: the fact that Salesforce is in the cloud does not mean that it is not the main IT asset. You do not have hardware or software, but the data that you store in Salesforce is usually much more valuable than your fees with Salesforce.com (SFDC). In addition, productivity is boosted by sales, marketing, and support, which reduces the value of your CRM data, so it was worth investing so much in SFDC first. Happy, productive users depend on the system infrastructure and data quality, which means that system administrators cannot be random.

Let's look at the topic of best practices from two perspectives: what needs to be done and how it should be done.

The lists below summarize what tasks need to be completed at standard intervals, including a preliminary time budget. While terminology and specifics are primarily focused on Salesforce.com, general administrative principles apply to any modern CRM system.

Real-time Salesforce Administrator Tasks


Administrators sometimes need to solve user problems in real time. The report may not work this week, or the process may be interrupted in the middle of the stream. Expect you to devote two hours a week to these activities for every 100 of your users:

  • Unlocking user accounts or resetting passwords due to their forgetfulness.
  • Work with SSO, two-factor authentication and certificate issues.
  • Adding new white IP addresses.
  • Helping users develop or refine reports so that they provide meaningful metrics.
  • Troubleshoot email campaigns, workflows, approval cycles, or autoresponders that generate overly rejected emails.
  • Extending or refining sharing rules and access privileges to properly view and manage records (while keeping “special records” locked or hidden).
  • Correction of data records that are somehow established with record types or owners that make them inaccessible to users.

If your leaders are very attentive to details, set aside another 30 minutes a week for each vice president, whom the administrator should cover for messages that he did not receive, which he does not understand or does not believe.

Salesforce Admin Weekly Tasks


Many responsibilities seem to follow the weekly cycle. Many of the things that worked well last week will go wrong Monday morning - and don't ask me why. Some tasks also need to be performed once a week on the day that you select. In general, these tasks require two to six hours a week. Keep in mind, however, that this rating is only a relatively simple system. If your environment needs to cater for a dozen different user groups and multiple use cases, weekly work can easily exceed a day or more.

  • Starting and saving a weekly snapshot (data export) of system data and attachments, including all history tables. Save snapshots in at least 90 days (or better years).
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  • Launch Eclipse and take a complete system snapshot of the metadata of your production system. Archive each snapshot as a new project so you can run diff later.
  • View duplicate error logs to see if a significant change has occurred in duplicate detection. Big changes indicate that you may need to reformulate some duplicate matching rules.
  • View delegated authentication error history logs to see if there have been many new errors. Large changes to the error pattern indicate some incorrect external access settings.

Salesforce Admin Monthly Tasks


Some actions can be performed only once a month, but, nevertheless, they should be performed more often than once a quarter. In general, this monthly cycle will take one or two days.

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  • Launch Data Loader (or your favorite data extraction tool) to extract user settings data and compare it with the corresponding files for the previous month. Annotate any changed records by editing the changed in the production system (this must be done manually).
  • Browse email logs to identify any gross use of email through Salesforce.

Salesforce Quarterly Administrator Tasks


The following list has a lot of things that will take you one to three days a quarter. However, the first two are critical, and the files received from them must be stored forever. You will be grateful to me when the annoying plaintiff's lawyer begins the process of data discovery Salesforce.com.

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Salesforce Annual Admin Actions


The main responsibility here is to collect data that will go “beyond the horizon” or that will need to be archived for reasons of conformity. These tasks will take three to six days a year.

Source: https://habr.com/ru/post/undefined/

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