Collecting info regarding which content types were most relevant to users, as well as determining any missing elements that would be useful, would enable the development of solutions that improve the overall usability of the client’s Salesforce platform.
This approach allowed for insights into the unique perspectives and requirements of different user roles, and uncovered valuable information that spanned across the organization.
within Salesforce enabled
solutions to improve usability.
In certain cases, issues with specific features were not detected by the majority of interviewees. However, through the evaluation, potential impacts on future users was foreseen, revealing the importance of addressing concerns raised by a minority.
Patterns in User Behaviours
- Users refered to the Highlights Panel often to view important information quickly
- Users were unaware of various Salesforce features such as expanding/collapsing accordions and favouriting pages
- Users navigated pages mostly through Searching and linking between object pages rather than utilizing tabs at the top of the page
- Users were complaining of inconsistent naming conventions
- Users found it difficult to find certain required fields or related lists on record pages
Training, Help & Support
It was identified that users were not fully acquainted with some functionality, such as utilizing filtering options in searches, favoriting specific items or pages, and maximizing the potential of the utility bar. Understanding the expandable and collapsible nature of accordions, customizing the navigation bar, and incorporating filters for list views can significantly enhance their experience.
Elevate user guidance by seamlessly integrating the Salesforce in-app Guidance Tool, providing contextual tips and instructions to users within the application.
Ownership Transfer of Records
Users were engaged in manual ownership alterations at a record level, often resorting to Data Loader or Data Import Wizard for such modifications. However, this practice comes with risks of unintentionally overwriting data due to its less intuitive interface.
The recommended solution involves the incorporation of a dedicated component designed to guide users through a seamless flow for conducting mass ownership transfers of records. This component could be conveniently accessed from the Utility bar, offering an unobtrusive and readily available launch point.
Our Commitment to Security
CloudKettle is fully SOC 2 Type 2 Audited and compliant. This means that we maintain the highest level of information security to ensure your sensitive information is handled safely and responsibly.
Our SOC 2 compliance ensures that we are managing data correctly in the five Trust Services Categories: security, availability, processing integrity, confidentiality, and privacy.
Get the Most out of
Salesforce isn’t always a standalone platform. We understand that getting the most out of your platform relies on architecting a heavily integrated ecosystem.
At CloudKettle, we deal with people, process, and technology holistically to roadmap scalable tactics for revenue generation. We begin with an audit, identify gaps, and build customized solutions and training for your organization.
Want to speak to a CloudKettle consultant about your Salesforce needs? Reach us at 1-800-878-4756 ext. 202, or fill out the form and one of our experts will be in touch.
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