1st Step to Improve End-User Adoption
It all starts with understanding your end-users, but getting to know them isn't always a walk in the park, especially in large organizations.
End-user analysis is an ongoing journey for Salesforce Admins, Business Analysts, and consultants alike. Whether you're fine-tuning configurations or crafting process documentation, your starting point is always the same: a deep dive into your end-users' world.
So, where's the starting line? It begins with building a comprehensive list of your end-users. Whenever I'm exploring a new Salesforce organization, I make sure to generate this crucial report. It serves as my compass for navigating the Salesforce landscape.
Step 1: This should take no more than 5 minutes.
Create a Salesforce report by selecting 'Active Users' from the administrative reports category.
Include key fields: first name, last name, profile, email, title, division, department, last login, and any custom fields that shed light on user roles.
Apply filters to show only Active Users.
Run the report and remember to save it.
Don't be daunted if your list appears overwhelming. This is your initial step towards understanding who's using Salesforce and why.
Step 2: Depending on your end-user list's size, allocate 20-30 minutes to dive into this list.
Explore Salesforce's report builder and experiment with the 'Group Rows' feature.
Create user groups based on titles, profiles, or departments. Once you've settled on a grouping, analyze the number of users in each category. I often hide details to get a clearer view of user counts.
Identify which groups contain the most users. For instance, if your organization has 75 users, but 50 of them are in the sales department, that's where your deep dive should begin.
Compile a list of insights and questions from this review.
Step 3: Get a head start on Adoption insights with an Adoption dashboard (30 minutes)
Install the free Adoption Dashboard from the AppExchange.
Review it based on your findings from the active end-user list analysis.
Just as in Step 2, create a list of insights and questions based on your observations.
Congratulations, you've completed your first round of End-User Analysis and now have the foundational elements to conduct regular reviews. In our upcoming newsletter, we'll guide you on how to take action on your insights and questions, ultimately boosting Salesforce adoption among your users
