10 Bad Habits to Leave with Your Legacy System - dummies

10 Bad Habits to Leave with Your Legacy System

By Jon Paz, T. J. Kelley

If you’re replacing your old system with Service Cloud, read through the following list of ten bad habits that you should leave behind you when moving onto Service Cloud from another system. Whether you’re replacing a legacy system or integrating with it, this list provides some beneficial and practical tips to keep in mind that will help smooth the transition and increase odds for successful adoption.

Using Microsoft Outlook folders for everything

You’ve organized everything neatly in Outlook folders, and you think that living without them is simply non‐negotiable. That’s fine. But leverage what Service Cloud offers. The best way to have high adoption rates and set an example for other users is to have a centralized one‐stop shop for your workday.

Leverage knowledge articles. Use Chatter. Take advantage of Content. Upload documents to Document folders in Salesforce. Stop using your Outlook folders for everything.

Reopening cases

Different Salesforce organizations vary in how they treat the reopening of cases. Ultimately, this decision is business‐process specific. The options are varied, and the metrics can get complicated to track. If your organization is using Entitlements and Milestones, it can get especially tricky and messy.

Either way you look at it, unexpected things happen and sometimes a case is mistakenly closed or just needs to be reopened for one reason or another. What’s more, the frequency of reopening cases can be a valuable metric to track. You can report on this and group by user or by team, gaining insight into those individuals who are most efficient and thorough in (truly) closing cases.

Instead of building a complex solution to account for edge cases, perhaps you should evaluate your business process. If you’ve provided a solution to your customer, should you immediately close the case? Maybe it makes more sense to change the case status to Solution Provided and wait for confirmation before changing that status to Closed. You can even create a time‐dependent workflow rule that will auto‐close your cases in the Solution Provided status if there are no updates to it within a certain length of time.

Recreating a legacy system to relieve your separation anxiety

You’re entering the world of Service Cloud. This world has been embraced by countless individuals and businesses around the globe. Consequently, the more you can adopt the new technology and its terms, the more information you’ll be able to access and share with experienced users, in related forums, and through support networks that will all be speaking the same language.

Don’t re‐create Siebel — or any other legacy application, for that matter — in Service Cloud. Salesforce spends millions of dollars researching, testing, and building their products with businesses like yours in mind. This means that you shouldn’t have to. Leverage as much out‐of‐the‐box configuration and functionality as possible. Don’t spend time and money trying to reconfigure the entire user interface (UI) just to save one or two clicks. This will cost you more now and in the future.

Using email too much

Service Cloud has plenty of functionality that can replace or drastically reduce email traffic. Use Chatter to strengthen internal team communication. Do you need to ask your colleague a question about a specific product line? Why not use Chatter? That way, not only do you save on inbox clutter, but your question can be searched and viewed by many others who potentially want to know the same thing. No longer do answers need to get lost in your inbox, never to be seen again.

Leverage approval processes for Knowledge article publication or any other relevant process. Instead of emailing drafts and comments back and forth, you can use approval processes to ensure a consistent flow of progress. An added bonus is that you can report on its status to see where the bottlenecks are. Be efficient, and join the 21st century: Use email only when you have to.

Data quality: do you really need all these fields?

So, you used to capture a lot of data points. Data is allowing every type of company to wow customers with personalized service. But do you really need to know Jane Smith’s eye color? Just because you feel comfortable having all your old fields mapped to your new system doesn’t mean it makes sense porting them over if you rarely use the fields.

This is especially true if there’s bad or irrelevant data captured in them. Your CRM is only as good as the data within it, so think twice before you go to great pains to bring something over that you’ll use twice a year.

Think about it this way: You’re getting a fresh, clean environment from Salesforce. You want to keep it that way! This is the best time to do a little spring cleaning and make some choices. Consolidate where you can and don’t be afraid to leave some fields behind. Only bring over what you need to track and use for your analytics.

Users don’t always know best

Your customers are not always right. As an admin, your “customers” are the users of the system you administer. You receive countless requests for enhancements or changes to profiles and security. Don’t give Cindy from Customer Care access to Rob’s caseload just because she asks for it. Don’t immediately create a custom object just because Jerry wants one and points out a benefit or two.

Sure, Salesforce makes it easy to meet these demands, but that doesn’t mean it’s smart to do so. Make sure there is a solid business case for system enhancements and funnel your requests through a prioritization process. Think through the ripple effects within Salesforce. What impact do these changes make? If the stakes are high, remind yourself of the core requirement and see how you can get there in a better way.

Don’t go chasing waterfall

The waterfall approach is a chronological software development process that progresses through fixed sequential phases. It’s usually associated with older software, heavy documentation, and development that makes changes very expensive and time‐consuming. In the world of on‐premises applications, each new release (which is infrequent anyway) requires lots of work and release management.

Welcome to enterprise cloud software. Salesforce Service Cloud attributes much of its success to its agile approach to software development. The sheer speed, flexibility, and evolutionary nature of agile development stands in stark contrast to the approaches of the old guard.

Fear not! Agile methodology and Salesforce go hand in hand, and this is crucial not to overlook. Don’t be afraid to fail early and often (well, not too often), as agile methodology emphasizes early delivery, continuous improvement, and swift response to change.

It doesn’t end at go‐live

Don’t fall into the trap of believing that all requirements must be met before go‐live. Identify the highest‐priority items that, if not completed, are go‐live show‐stoppers. Ensure the progress and success of those items while keeping track of a backlog of lower‐priority ones.

It’s important to recognize that you aren’t unveiling a finished product. Service Cloud will change and evolve whether you like it or not, to meet the changing demands of your business as well as through Salesforce’s three releases a year. Things will only get better. Don’t be nervous if you can’t fit everything into your aggressive go‐live deadline. Some things can wait. And the good news is, they no longer have to wait very long.

Not leveraging a certified administrator

This one is obvious. Your system is constantly evolving, and you need a certified administrator to manage this change. Someone should inevitably own the responsibility for Salesforce administration at your company, and incentivizing that individual to get certified, or hiring one who is, is a worthy investment. This is true especially if you’re relying on Salesforce for a huge piece of your business.

A good administrator is not just a “doer.” A really valuable admin is someone who can understand the needs of your business, while providing sound analysis followed by options and strategic direction to meet them.

Embracing the change

You have a new system, and you should embrace it. The same goes for new features in Service Cloud. Salesforce as a company tends to push its weight and its customers behind new functionality, slowly phasing out dated predecessor functionality. Although Salesforce often continues to support these outdated features, it makes sense to get behind the new ones as new development and new releases improve upon them.