Current and Future State
Process Flow
SALESFORCE
ADMINISTRATOR
Visualization and Template
FORCE.COM
DEVELOPER
By: Melissa VanDyke
www.melissavandyke.com
@MVDSFDC
Methodology for documenting process like a rock star
What are the five steps?
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)
By: Melissa VanDyke
www.melissavandyke.com
@MVDSFDC
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
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
Current State
TS opportunity
identified from an
interaction with a
client / customer
Send email to
one of 3 email
addresses
Request is
actioned by
TS?
NO
TS Sends email
back to sales rep
requesting more
information
YES
Executive Summary
 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
TS tracks the
request status in
Excel
TS actions the
request
YES
TS tracks the
request status in
Excel
Received
reply?
NO
TS Sends email
to other team(s)
with info they
need
By: Melissa VanDyke
www.melissavandyke.com
@MVDSFDC
YES
Notify
other
teams?
NO
End
Proposed Future State
TS opportunity
identified from an
interaction with a
client / customer
Create new
record on
Request tab
Choose correct
form and fill in all
required fields
(click Submit for
Approval)
Request is
actioned by
TS?
YES
TS approves the
request
NO
Executive Summary
 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
By: Melissa VanDyke
www.melissavandyke.com
@MVDSFDC
Requestor (and
other teams)
receives an auto
notification
Reject and type
in your questions
in the comments
YES
Sales team
resubmits
NO
End
Project Milestones
Start User
Acceptance
Testing (UAT)
Core Project &
Enhancement
List Approved
by project team
WK12
Approval
Flow process
ready for
testing
| WK13
| WK14
Complete User
Acceptance
Testing (UAT)
Bug fixes
during
testing
| WK15
Go-Live
End User
Training (w/
documentation)
| WK16
| WK17
Legend
Project Team Actions
Core Project Design/Implementation
Future Enhancements
By: Melissa VanDyke
www.melissavandyke.com
@MVDSFDC
Auto
Opportunity Accounts
Payable roll
Creation
out and
training
| WK18
Other Resources at www.MelissaVanDyke.com
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By: Melissa VanDyke
www.melissavandyke.com
@MVDSFDC