What We Learned From Deploying Salesforce at a Major University
Welcome to the first post in our educational blog series, where we share the insights gained from deploying Salesforce at a major university. Over the course of this series, we will explore the challenges, successes, and lessons learned throughout the implementation process. Whether you’re part of an academic institution or working on a similar CRM deployment, this series will offer valuable takeaways for your own projects.
In this post, we focus on the top five lessons we learned during the initial phase of the deployment, which we believe will be beneficial for any organization embarking on a similar journey.
1. Start With Profiles, Not Features
In any CRM implementation, understanding who will be using the system is paramount to ensuring success. In higher education, where there are multiple departments with unique needs, Salesforce must be tailored for a wide range of roles.
Lesson Learned:
We found that starting with user profiles rather than focusing on specific features was the key to creating a system that worked for everyone. For instance, we created distinct profiles for roles such as Academic Advisors, Faculty Advisors, and Enrollment Services. This allowed us to design personalized page layouts, permission sets, and workflows tailored to each group’s specific needs.
Best Practice:
Always start by understanding your users and their workflows. This will help you tailor the system and avoid unnecessary complexity later in the process.
2. Avoid Assumptions on Access
Access control is one of the most critical elements of any CRM system, especially in an academic environment where confidentiality is key. In Salesforce, access is governed by profiles, public groups, and sharing rules. It’s essential to align these elements carefully to avoid any security lapses.
Lesson Learned:
We quickly learned that simply assuming profiles would handle access control wasn’t enough. Conflicts between public group memberships and profile restrictions led to situations where certain users had access to confidential information they shouldn’t have. This was quickly addressed by refining sharing rules and aligning them more closely with record types and custom fields.
Best Practice:
Ensure that your access controls are carefully mapped and tested before deployment to avoid any data privacy issues post-launch.
3. Documentation Is Invaluable
During a large-scale deployment, maintaining clear and thorough documentation is vital. From profile assignments to layout mappings, every detail must be tracked meticulously to ensure consistency and facilitate smooth transitions.
Lesson Learned:
We created a living implementation tracker that documented key details such as page assignments, permission set usage, and record type-to-profile alignments. This document became an essential resource throughout the deployment process, allowing the team to stay aligned and address issues quickly.
Best Practice:
Keep comprehensive documentation throughout the deployment process, and ensure it is easily accessible to all team members involved. It will serve as a crucial reference during both implementation and post-deployment phases.
4. Build With the End Users, Not Just For Them
Involving end users early and often in the development and testing phases was one of the most important decisions we made. If users are not comfortable with the system, adoption rates will suffer, and the system will not reach its full potential.
Lesson Learned:
By involving end users, particularly advisors and faculty, in the design and testing of the system, we were able to identify and address usability concerns before going live. For example, advisors in Professional & Continuing Studies (PCS) were initially overwhelmed by the system’s complexity, but simplifying navigation menus and adding task-specific shortcuts significantly improved their experience.
Best Practice:
Ensure that end users are included in the usability testing and feedback processes. This will help you build a system that meets their needs and fosters smoother adoption.
5. Sharing Rules Can Make or Break Privacy
Data privacy is always a priority, but it is especially critical in higher education, where sensitive student information must be handled with care. Incorrectly configured sharing rules can lead to accidental data exposure.
Lesson Learned:
We encountered a situation where an improperly configured sharing rule exposed sensitive student notes to the wrong users. Once identified, we quickly fixed the issue by refining our sharing rules and ensuring that visibility was based on the correct criteria, such as record type and custom fields like “School Text.”
Best Practice:
Take the time to thoroughly test sharing rules, ensuring that they align with your privacy requirements. It’s better to catch issues before going live rather than after.
Conclusion: Attention to Detail is Key
The first phase of deploying Salesforce at a major university provided valuable insights. We focused on profiles, managed access carefully, and maintained clear documentation. By involving end users and ensuring data privacy, we laid a solid foundation for the project’s success.
In our next post, we’ll share best practices for supporting faculty and staff after the system goes live. This ensures a smooth transition and continued success.
We’d Love to Hear From You:
What challenges have you encountered during a CRM deployment? Feel free to share your thoughts and experiences in the comments below, and let’s continue the conversation!
