5 : Salesforce simplifié : Pourquoi chaque organisation Salesforce a besoin d'un centre d'excellence

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Andy Whiteside : Bonjour à tous et bienvenue dans l'épisode 5 de salesforce simplifiée. Je suis votre hôte, Andy White Side, nous sommes le 7 février 2024. Je vais vous présenter rapidement ma publicité si vous êtes un client de Salesforce, et il y en a des tonnes, et que vous ne tirez pas de la plateforme la valeur qu'elle devrait avoir. Ce n'est pas à cause de la plateforme. C'est parce que vous ne bénéficiez pas de la bonne assistance, et c'est pourquoi, en tant qu'entreprise intégrale, nous avons investi dans la mise en place d'une pratique de Salesforce. Et Derek Cassis.

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anciennement de Salesforce, dirige ce cabinet. Derek est avec moi. Comment cela se passe-t-il ?

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Andy Whiteside : Tout va bien, tout va très bien, et vous ? Avez-vous eu l'occasion d'aider un client cette semaine dans ses ventes ?

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Derek Cassese : Donnez-moi un exemple de leur problème et de ce que vous avez fait pour ce projet en cours. Mais vous savez, comme tous les projets, il est en fait lié à ce dont nous allons parler aujourd'hui. Mais pour tout projet, il faut faire une analyse d'impact. Et nous les aidons à comprendre tous les éléments de leur organisation qui sont en rapport avec le projet.

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Derek Cassese : à un seul champ sur l'opportunité.

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Et, vous savez, en donnant aux clients des informations, en leur montrant comment trouver des choses, etc.

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Derek Cassese : Vous savez, c'est vraiment quelque chose que c'est. C'est amusant pour moi d'aider les gens à se sentir mieux quand ils se disent : " Oh, j'ai compris ". C'est un sentiment agréable de s'assurer que nous aidons les gens de cette façon. Vous savez, la plateforme a du sens. C'est le fait d'aider les gens à comprendre la plateforme qui a du sens. Oui, c'est vrai.

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Derek Cassese : Oui, oui, il y a beaucoup de situations où vous savez que vous l'avez déjà entendu, mais ils ne savent pas ce qu'ils ne savent pas, mais c'est très vrai.

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Derek Cassese : Dans le monde de Salesforce, il y a tellement de choses à savoir qu'il est parfois presque impossible de savoir quoi demander. Oui. C'est pourquoi le partenariat est important. C'est pour cela qu'il faut en avoir un.

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Andy Whiteside : vous savez, la relation avec le vendeur. Dans ce cas, la relation de Salesforce avec un revendeur à valeur ajoutée, un partenaire qui gère l'organisation de soutien du fournisseur de services. Et puis le client doit être traité comme s'il faisait partie de l'équation, comme s'il faisait partie de l'équation, en fait, probablement élevé dans cette conversation le blog que vous avez mis en avant aujourd'hui. Je n'ai aucune idée de ce dont il s'agit. Alors pourquoi, chaque organisation Salesforce, chaque organisation Salesforce

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Andy Whiteside : il faut un centre d'excellence. Il s'agit d'un article de Ian Gott datant de novembre 2020. Je suppose que même s'il date de 4 ans, 3 ans à ce stade, 3 4 ans 3 ans. La pertinence est toujours aussi importante. Je vais commencer par la toute première ligne et vous laisser faire. Le résumé commence, ce qui est intéressant : au début, Salesforce était une entreprise tournée vers l'avenir. Aujourd'hui, c'est une voiture de course Aston Martin GTE. Et lequel de ces éléments les clients ont-ils besoin ?

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Derek Cassese : Je suis vraiment intrigué par tout ce concept, et c'est...

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Derek Cassese : un article de 2020. Mais il est encore plus pertinent aujourd'hui, à mon avis, probablement, qu'il ne l'était en 2020.

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Derek Cassese : C'est un résumé. Et puis il y a un résumé d'un autre article que nous allons aborder. Il y a donc plusieurs résumés. Mais ce que nous disons, c'est qu'à l'époque où Salesforce a commencé.

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Derek Cassese : C'était une application très tactique pour automatiser Salesforce, comme une application d'automatisation de Salesforce.

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Derek Cassese : elle s'est développée pour devenir ce que nous connaissons aujourd'hui comme une plateforme d'expérience client qui est

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Derek Cassese : stratégique au sein d'une organisation. C'est vrai ? Vous passez donc d'une approche tactique à une approche stratégique.

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Derek Cassese : Vous savez. C'est un peu comme un point A vers un point B vers quelque chose avec toutes sortes de cloches et de sifflets qui permettent de faire quelque chose. Plus qu'une simple solution tactique, vous savez, une solution ponctuelle

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Derek Cassese : Avec des clients qui dépensent, vous savez, plus de 20 millions de dollars par an sur cette chose, qui est l'analogie avec la voiture de course Aston Martin Gte, n'est-ce pas ?

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Derek Cassese : Est-ce que vous trouvez des situations où les gens paient pour un cul, et Martin Racecar, ou Martin méchant en général, et ils obtiennent la performance d'une Ford Focus. Eh bien...

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Derek Cassese : Oui. Et c'est une partie de ce dont nous allons parler dans cet article. Et c'est ironique.

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Derek Cassese : parce que les raisons pour lesquelles de nombreux clients s'intéressent à Salesforce sont les suivantes

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Derek Cassese : et le succès de salesforce est en fait la raison pour laquelle

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Derek Cassese : les clients sont confrontés à des problèmes et à des douleurs, et se battent pour innover et ajouter des éléments à leur environnement, etc. C'est pourquoi

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Derek Cassese : Nous y reviendrons. Alors, allons-y. Le résumé consiste à faire l'analogie avec le fait que nous avons parcouru un long chemin. Vous savez, il y a tout un écosystème de pionniers qui sont en train d'apprendre toute la plateforme sur Trail Head. Et vous savez qu'ils sont ils sont ils sont ils sont

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Derek Cassese : ils mettent en œuvre, vous savez, ils mettent en œuvre des choses vraiment intéressantes, etc. Mais nous en sommes arrivés à un point où, parce que c'est tellement stratégique. Les

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Derek Cassese : la sanction en cas d'échec est importante, n'est-ce pas ? Il ne s'agit pas simplement d'une solution tactique. Cela ne fonctionne pas pour quelqu'un qui se trouve dans un coin, quelque part. C'est vous savez.

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Derek Cassese : vous perdez des revenus. Vous ne pouvez pas prendre de commandes. Vous n'êtes pas en mesure de conclure des affaires. C'est un impact considérable

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Derek Cassese : Nous avons donc. Je l'ai fait. C'est toutes les organisations dans lesquelles je suis allé.

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Derek Cassese : J'ai vu ça

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Derek Cassese : la dette technique, et ce que j'entends par là, c'est que la dette technique n'est que de l'argent.

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Derek Cassese : les anciennes méthodes de mise en œuvre, peut-être avant que Salesforce ne propose une méthode standard pour faire quelque chose.

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Derek Cassese : ou des paquets gérés qui ne sont plus utilisés, ou peut-être une ancienne application de gestion. Une ancienne application d'échange qui a été achetée avant qu'une solution ne soit construite.

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Derek Cassese : ou des flux personnalisés qui font 400 choses lorsqu'une opportunité est sauvegardée. est en train d'inhiber les clients de réellement

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Derek Cassese : innover et faire plus avec la plateforme.

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Parce que vous savez que si vous touchez ce jeu de cartes

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Derek Cassese : il va potentiellement tomber. Est-ce que cela a un sens ? Non, c'est logique. Et

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Andy Whiteside : vous savez, les gens connaissent probablement ce magasin. En fait, depuis peu, ils savent qu'il s'agit de leur organisation.

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Derek Cassese : Et ils savent qu'ils doivent faire quelque chose pour régler le problème avant qu'il ne s'aggrave. Et ils savent qu'ils doivent faire quelque chose pour régler le problème avant qu'il ne s'aggrave. Et cet article essaie vraiment de brosser le tableau de ceux qui sont dans cette situation.

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Derek Cassese : C'est un problème résolu dans d'autres, dans, dans d'autres écosystèmes. C'est vrai ? Ce n'est donc pas une situation unique.

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Derek Cassese : il est donc résolu dans les écosystèmes où la mise en œuvre est plus mûre.

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Derek Cassese : Nous en sommes à ce point de bascule, où les organisations commencent à devenir folles, comme le nombre d'objets personnalisés, le nombre de champs, les rapports.

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vous savez, les process builders qui doivent être transférés vers les flux et les flux qui font toutes sortes de choses qui sont personnalisées.

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Derek Cassese : Il s'agit d'arriver à un point où le succès de la plateforme vous a permis d'arriver là où vous êtes. Mais maintenant, vous en êtes à un point où il faut une éternité pour faire un changement.

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Derek Cassese : C'est vrai ? Donc maintenant, la raison pour laquelle vous avez acheté la plateforme parce qu'elle est rapide, agile et rapide, et que vous pouvez faire. Toutes sortes de choses s'évaporent maintenant, n'est-ce pas ? Et c'est ce dont nous parlons. Voici l'une des solutions

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Derek Cassese : il s'agit d'adopter le concept de centre d'excellence. Il y en a d'autres. Il y a d'autres façons de l'aborder. Mais c'est ce dont il est question dans cet article. Et tout ce concept, vous le faites défiler vers le bas

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Derek Cassese : lorsque nous abordons les problèmes de croissance, les auteurs décrivent leur utilisation initiale de Salesforce, et la facilité avec laquelle ils ont construit 285 objets personnalisés. Ils ont construit 285 objets personnalisés. Ils géraient tous les aspects de leur organisation.

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Derek Cassese : C'était leur plateforme principale, et tout allait bien. C'était les premiers jours de 2 001, et tout fonctionnait.

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Derek Cassese : Et 20 ans plus tard.

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Derek Cassese : Il y a beaucoup plus de pièces en mouvement, et c'est beaucoup plus difficile si vous avez

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Derek Cassese : une organisation mature pour ajouter, changer et faire des mises à jour. C'est ça ?

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Derek Cassese : Nous parlons donc des signes avant-coureurs. Si vous faites défiler la page, c'est là que nous parlons du rapport Forrester. Tous ceux qui écoutent ce podcast le savent peut-être, ou l'ont peut-être lu.

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Derek Cassese : en 2 017, Forster a écrit un article intitulé Salesforce at scale, dilemme.

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Derek Cassese : J'ai découvert ce sujet dans une vidéo que j'ai regardée de

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Derek Cassese : un partenaire appelé Elements Cloud, dont je parlerai plus tard dans ce podcast, qui a fait référence à cet article sur le dilemme de Salesforce à l'échelle.

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Derek Cassese : et ce que c'est, c'est. C'est ce dont j'ai parlé, d'accord ? Donc vous aimez, vous aimez Salesforce, vous l'achetez. Vous aimez son extrême productivité. Vous pouvez développer vos propres trucs

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Derek Cassese : le succès initial s'interrompt. On en redemande. C'est vrai ? Vous ajoutez d'autres départements ? Vous dites, oh, je veux faire ceci. Je veux faire des commissions à partir de ce service. Je veux faire de la facturation. Je veux faire des devis. Je veux y ajouter d'autres aspects.

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Derek Cassese : D'accord, maintenant de nouvelles applications personnalisées entrent en jeu. Nouvelles applications personnalisées. Objects, de nouveaux custom. Fields, et la complexité et l'échelle augmentent.

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Derek Cassese : mais écrase la réactivité

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Derek Cassese : de l'environnement. C'est vrai ? Ainsi, au fur et à mesure de sa croissance, l'innovation ralentit et la flexibilité s'évapore complètement.

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Derek Cassese : Proche du dilemme, cette forêt a été publiée en 2017. C'est ce dont l'auteur parle, à savoir qu'il existe un moyen de résoudre ce problème et qu'il faut commencer. Nous devons commencer à nous y attaquer dès maintenant. Et la raison pour laquelle je veux en parler, c'est que j'ai l'impression qu'en tant que partenaire Salesforce, quand j'entre et que j'examine l'environnement d'un client.

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Derek Cassese : Et je vois toute cette dette technique. Et je vois des constructeurs de processus qui ne sont pas déplacés, et je vois des

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Derek Cassese : pas de cohérence d'aucune sorte sur les conventions d'appellation. Et c'est un peu n'importe quoi. Je sais immédiatement

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Derek Cassese : où ils se dirigent, et ce n'est pas un bon endroit, parce qu'ils vont en arriver à un point où ils vont faire l'un ou l'autre. Et on en parle plus loin. Mais il se passera l'une des trois choses suivantes. Soit ils devront.

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Derek Cassese : Ils vont soit perdre tout Roi sur toute la plateforme parce qu'elle va juste être. Ils vont rester immobiles. Ils ne pourront rien y ajouter.

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Derek Cassese : et cela conduira soit à un grand projet de nettoyage, soit à une toute nouvelle organisation, où ils devront tout déplacer, ou ils quitteront complètement le navire et blâmeront la plateforme, mais nous savons tous que ce n'est pas le problème.

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C'est juste que. Il y a tellement de leviers.

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Derek Cassese : vous savez, il y a tellement de blocs Lego, si vous voulez, que vous vous êtes mis dans un coin, n'est-ce pas ? C'est ainsi que

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Derek Cassese : Le rapport Forrester est plus ou moins détaillé. Et je ne vais pas le lire mot à mot. Mais vous savez, au fur et à mesure que vous arrivez à un point où vous et vous savez qu'ils ont été répertoriés, n'est-ce pas ? Cela devient un projet de nettoyage réactif et coûteux. Il vient d'être lancé. L'organisation est jetée, remplacée par un nouvel ordre, une plateforme différente. En ce moment même, regardez ça. C'est ce que j'ai trouvé vraiment intéressant.

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Derek Cassese : Ils ont donc analysé 1 milliard d'éléments de métadonnées. Si vous n'êtes pas familier avec Salesforce, les métadonnées sont réparties entre les données et les métadonnées.

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Derek Cassese : et c'est pour cela qu'il est si puissant. Les métadonnées. Elles. Elles décrivent la configuration de votre travail Salesforce.

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Derek Cassese : Et donc

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they looked at the metadata, not the actual data, but they looked at the metadata of these orgs, and they found

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Derek Cassese: that this technical debt is at like crippling level. So a couple of orgs had 2, 250,000 reports, 5 50,000 email templates.

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Derek Cassese: Somebody had 400 record types.

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Derek Cassese: There was one. Okay, here’s the one 100 manage packages installed into work, 18 million cases.

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Andy Whiteside: and then they got to one where the An org had 10 million task records, and they were like, that’s insane. But then the next week they found one with 114 million task records. And and Derek, these are probably organizations that have a full time salesforce administrator, and and they think they’re doing the right thing because they’re just off creating and creating and creating. And really, they’re creating a mess.

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Yeah, it’s it’s

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Derek Cassese: you do what you do right. So you’re comfortable. It’s not really quote unquote, broken.

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Derek Cassese: But you can’t add you’re you’re just not able to add things right. You may be afraid to change a formula field like up like right now, right? We just recently got an update from salesforce for 3 times a year. One of the updates is the ability to use the dynamic forms on an object

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Derek Cassese: of related objects. What does that mean? That means that I can actually pull in a field from the opportunity

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onto an account page.

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Derek Cassese: So now II can get rid of all my formula fields that used to do that.

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Derek Cassese: But those formula fields are probably in a gazillion reports, and those formula fields are probably used in flows. So now you want to use this new innovation salesforce. But you can’t, because you’d break 400 things. So you’ve you’ve got this situation where you’ve got to trying to slow down, back up and figure out how to address situation

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Derek Cassese: right? And so now.

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Derek Cassese: conversation kind of flips. Right? What do you do? Right? You know you’re in the situation like, what are we gonna do? And that’s where the author kinda

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Derek Cassese: goes. Goes along kind of with an analogy of a of an Aston Martin Gt. Racecar team. Right? It takes this entire team to win a race like there’s a there’s tons of people involved

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Derek Cassese: to a, and each one of them is specialized in certain areas. And and so that’s where we get into the concept of

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Derek Cassese: a center of excellence. Right? So it’s the it’s and that’s been around right. And people listening to. So product, you know, some maybe rolling their eyes. Now, here we go, another team and other group. Sure, I mean, there are some negative connotations around coes. There are some very positive things around center of excellence.

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Derek Cassese: the the characteristics of a

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Derek Cassese: but a good center of excellence. And they talk about it in this article right is got best leadership got sponsors.

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Derek Cassese: You know, the best tools.

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Derek Cassese: and they they kind of go back and forth right? So the leadership CIO Crm owner, the best sponsors would be budget and investment.

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Derek Cassese: The best tools, right? Would be business analyst devops, organic analytics, change management, all that in place. So you’re not just creating things on the fly.

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And then.

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Derek Cassese: you know, the best team qualified project managers. Again, business analyst architects, admins developers, change managers. And that’s where

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the team right there. That’s where I think partners can play a much bigger role, is helping customers

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Derek Cassese: wrap their minds around. What does this look like, and it doesn’t have to be all in house people on these teams, right? And maybe it’s better if it’s not because you’re not, you know you’re coming at it with a different mindset to try to say, Okay.

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Derek Cassese: what do you actually, what are you trying to accomplish? What is the end goal? And maybe there’s a much better way to accomplish that in your org rather than

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adding more technical debt, adding more custom, code, adding custom apex, whatever it is that you were going to do

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Derek Cassese: that is adding to that technical death that cause that makes it so hard to be

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Andy Whiteside: to be agile and add innovation and innovative pieces to this thing. Right? I think it’d be fair to have one line to this. It says a third party that brings whatever you didn’t have to this equation

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Andy Whiteside: absolutely. Yeah. And it could be your organization. You’re missing 3 or 4. These third party needs to bring that and let’s say you’re a larger organization. You have all this. But third party still needs to bring something to the mix, because you can’t have it all covered. If you do, you have it, you know, from a a very myopic view of it, that third party should bring in subject matter expertise just by experience.

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Derek Cassese: Yeah, it it really what it is, I mean. And you can do a search. You do a search salesforce you. What? You’re gonna find a bunch of stuff. I mean, there’s trail heads on it. There’s all kinds of information around this concept, right? And at the end of the day, really, what we’re trying to do is

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Derek Cassese: not make decisions, a vacuum.

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Derek Cassese: We’re not. And we don’t wanna be making decisions in the vacuum. But we also don’t want to make

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like

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Derek Cassese: org wide changes for tactical reasons that could impact the rest of the organization. So you have to have that you, you know, you have to have all the piece, all the all the stake stakeholders at the table. Everybody has to be aware of what’s being done, so that it’s in unison.

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Andy Whiteside: so that it’s a finely tuned machine, right? Just like the call. Right? You got like the guys and the engine needs to work with the guys in the aerodynamic team and the like, all the tires, all that sent us to work together. It’s not gonna work, I bet most organizations just like in the article here. They they just think they got hire the best driver, and then take their eyes off of it, and it will magically be what they expected it to be.

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Derek Cassese: Yeah. yeah. And it’s I mean, it is true, too. I mean, it’s come. II think this product has come so far

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Derek Cassese: that there there may still be some people that feel like, Hey, you know, we can set it up, and, you know, make it do what we needed to do, and we’re good to go.

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But then that leads to it is good to go. Let’s add this, okay, that’s work. And let’s add this, and then they’re going to be exactly where everybody else is in 2 years. Right?

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Andy Whiteside : Oui.

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So the Coe, you know, E, again, what they’re talking about is that this is a solved problem. It’s happened, I believe, you know, in in the oracle world this Ap. World like this, this is a situation that has been solved.

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Derek Cassese : et

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Derek Cassese: in the analysis of corporations that have deployed a concept of a Coe.

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Derek Cassese: They’re much more successful with with getting rid of the technical debt, with

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Derek Cassese: keeping

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Derek Cassese: keeping it from going off the rails, if you will.

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Derek Cassese: and I think it’s it’s hard, because it’s you know everybody’s busy with day to day. Right? You’re you’re focused on whatever it is that your business is doing. You’re focused on

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Derek Cassese: you know.

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Derek Cassese: bringing in revenue or achieving your goals. And it’s like this is an extra piece, right? And so it’s like it’s, it’s, it seems like overhead. But it’s something that.

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Derek Cassese: in my opinion, needs to start happening in in these in these environments, or unfortunately, it’s it’s gonna be too difficult to untangle these these orgs where you’re just you’re just gonna have to do one of those 3 things really gonna have to just jump ship and start a new org, which is just a daunt. I mean that that’s almost impossible. And this is also, by the way, somebody listening. If you’re still on classic, this is why you’re on classic. If you’re not on lightning like the reason you’re not is because something will break

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Derek Cassese: and you’re stuck there. And that’s exactly what we’re talking about. You’re gonna be stuck in a in a point in time at some point, because you’ve got too much technical debt.

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Derek Cassese: And so I’m just gonna plug right now that there are like, so z integral right salesforce partner, we are here to educate customers. It’s not just, hey! Tell me what you wanna do, Mr. Customer, and let me make money on a project it’s to educate on what could happen and what may happen, and why you should do something, and why it makes sense not to do something. And I think that partnering to play a bigger role in

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Derek Cassese: bringing the awareness to these things to customers. So, Derek, when you do one of your free micro assessments, we do here these types of concepts come up and you point out the ugly in their in their board. I do. And I actually, gonna I’m going to

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Derek Cassese: mentioned elements cloud here, real quick. Because so there are tools out there to help discover some of this right? Like, I’ve been mentioning technical dead a lot. And I’ve been using a tool that allows me, because it would be nearly impossible for one person or team of people to just sift through the metadata and and in a reasonable amount of time.

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Derek Cassese: and understand what we’re looking at. So there are tools that can go do that for us, and one of which is it’s cloud, like I told you. And I’m using that to

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Derek Cassese: to basically create reports and

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Derek Cassese: visually show customers what we’re talking about. Right? 1 1. One area that I thought was pretty interesting was fault coverage, and flows. So anybody that’s written a flow? Have you actually created a fault? Path? What is a fault path. It’s a path where, if something. So if there’s an error, it knows. Okay, go do these things instead of just blowing up. And the majority of

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Derek Cassese: the ors I’ve seen has very low fall coverage, if any at all. And that’s just 1 one piece right?

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Derek Cassese: So yeah, so that’s like when I do the micro assessment.

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Derek Cassese: I’m gonna and I’m probably giving away too much from my micro assessment. But I don’t really care, because I this is. This is so important to the sustainability of successful salesforce deployment in my opinion that

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Derek Cassese: I can’t not tell them right. I can’t. I can’t like look at an org and see these things and not bring it up. So that’s why I’m like, I’m just gonna show all of this. And then we’re we’re you know what what you can do is I mean because nobody’s. I don’t think it’s realistic to think that you could just have a conversation that a customer is. Gonna alright, let’s start a CEO. That’s a that’s a much larger organizational, wide discussion.

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Derek Cassese: So what are some of the things you can do before that. Well, one of them is obviously, you know, get a micro assessment. Get somebody else outside the organization to look at what you’re doing, because.

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Derek Cassese: you know. I remember as a programmer I’d be stuck on something. I couldn’t figure out how to make something work, and I’d stare at it for days and have, and I don’t know if this ever happened that you. You get away from it for like a week, and you sit back down, and you look, and you immediately see the problem.

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Derek Cassese: And it’s just because you’re you’re too accustomed to it to see the right. And that’s why I think it’s important to have third party partners like integra or the partners you’re working with.

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Derek Cassese: Be a part of this. Be a part of this to try to help clean this stuff up, bringing the awareness to it. It’s not gonna happen overnight. but it can start right now, even if just ran raining in like how reports are handled and making sure you don’t have reports, sprawl

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Derek Cassese: and put in descriptions and custom fields, so that somebody coming in knows what a field is actually doing and what it’s for.

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Derek Cassese: I mean, nobody put that. I think it’s very rare to think that anybody’s putting a nice, real description in a field. It’s not happening. And it’s because it takes what another

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Derek Cassese: 20 s.

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Derek Cassese: And that adds up, if you’re creating 250 fields. But I mean a year and a half from now you’re gonna really wish you’d put a description in there when you named it like

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Derek Cassese: something random. Right? So

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Derek Cassese: that’s that’s why that’s what I think is is the next steps. This, the Coe is the ultimate. I think

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Derek Cassese: the it’s it’s backed by a lot of data. Right? So if you create a center of excellence, and you have governance and leadership and good methodologies. And you know a project management office and good tooling products. Then it’s going to eventually

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Derek Cassese: start helping clean up some of this right? You’ll have projects to clean out some of the

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Derek Cassese: technical that

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Derek Cassese: there come. Are there sections of the article that I’ve kind of skipped around here like, there’s this, where list out vision leadership. Governance. 3. Yeah, these are the that. So what you’re looking at now, is it section on the Coe? So it’s the key pillars of this of the center of excellence. Our vision leadership, governance, change, control, methodology, standards.

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Derek Cassese: metadata management. It’s a big one.

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Derek Cassese: Architecture, security change, management.

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Derek Cassese: pmo, tooling and innovation.

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Derek Cassese: That’s a lot of stuff. But think about like

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Derek Cassese: making sure somebody is watching each one of those sections

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Derek Cassese: right? Think of the difference that it would have on the on, on the platform. That’s basically holding the keys to your company, which is your customer data.

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Derek Cassese: So that’s that’s and you know. And and you can like, I said, if you if you do a Google on salesforce cue. There’s a lot of information out there on, and there’s even a trail I believe there’s on, and how you can go, what it is and how you can start it, and and etc.

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Andy Whiteside: How does this so that there’s a chart below that has? Well, first of all, what do they define? Your small medium and large are these org sizes?

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Derek Cassese: Yeah. So I think that. So what they’re doing is they basically have

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Derek Cassese: small medium or large deployments. Right? So it’s it’s essentially done where you know, small, small or small admin teams with limited developers. Right? Would be a small coe. If that’s where you fall like, you don’t need

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Derek Cassese: 30 people right? But you’re gonna need a significant, you’re gonna need a fairly large group of people in the Coe for somebody that has multi cloud multi orgs. You know, 30,000 users. That type of stuff, right? And what they did was

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Derek Cassese: certain areas of those pillars you can take on or off, based on your on your size. Right? So somebody, you know, for example, large, has every one of those pillars we just mentioned ticked right? But small has, you know, governance, change, control, methodology.

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Derek Cassese: change management and tooling. right? As kind of

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Derek Cassese: represented as what do they? Said the blue was, I gotta. I gotta remember. Here blue is needed purple’s mandatory. So the mandatory aspects. There you go, the mandatory aspects and smaller leadership.

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Derek Cassese: metadata, management, architecture and security, those 4 for small, which is what we just mentioned. Right small group.

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Derek Cassese: and then they kind of go through adding, right? So if you get a little bit bigger. Now you’ve got to add change management, and you add to link to it. And then once you get to the huge multi or

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Derek Cassese: you need it all right, and that in this just trying to help. I know we’re already giving away a lot of stuff for free with our micro assessment, our security assessment, but to me and and a a consult around center of excellence, and walking through where customer fits in this table and explain in each piece would be just extremely

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Derek Cassese: partner value, add, oh, it would be. Yeah, it would be very, very

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Derek Cassese: I think that it would be a little eye-opening, because you, you start thinking about the things that you’re potentially not doing right now, or not looking at, or maybe just

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Derek Cassese: kind of ad hoc, right? And then

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Derek Cassese: absolutely thinking about what you know. And then so the other. The other Co. Like side of the point of this, is alright. So we create the Coe like, what is it actually giving back to the Comp to the company? Right? Are we just creating another like

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Derek Cassese: change board bureaucracy? Where, if I want something done. It’s gonna take an extra 4 weeks. You know that type of stuff. And I think that’s why the vision of these needs to be very clearly articulated. And that’s that’s more like that’s in inside the company. I get to understand, like, what is the overall goal? What are you trying to achieve, which is.

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Derek Cassese: you know, what is the overall vision, for the coe for salesforce is to make sure that you. You may remain agile, sustainable, to right, to meet, to meet the needs of your customers right, and to make sure that you don’t do anything that would inhibit that

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Derek Cassese:  so that I mean, I think that’s all. And that’s where I believe, like what you’re saying. Right partners can come in. That, you know. Have

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Derek Cassese: you have experience in these types of engagements where you’re actually creating a Coe with with a customer. And that’s for like the collaboration aspect of this is really fascinating. Because this isn’t just like, Hey, we’re gonna have a couple of sessions. And you know, you file these check boxes. And you’re now you’ve got a coe right? This is these are like in depth discussions, understanding the moving pieces

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Derek Cassese: and really wrapping your arms around what is now a strategic platform as opposed to just a tactical piece of software. Well, to me this is would be valuable to a customer supporting their user customers. And what it might uncover is that the organization that you may be working with today does not want you to do this, because then it would highlight what you thought about a while ago that they’re really just coming in and doing what you tell them to do, which is potentially stacking onto the mess.

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Derek Cassese: Yeah. Yup.

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Derek Cassese: And then, you know, they go in, and they’ve got some customer references on experiences that they have with setting up the Coe. And again, this is, there’s a lot of data on this on the success of creating one of these as it pertains to a complex environment that is salesforce. And you could, I mean, you could basically say this for any of these large platforms today. Right? Service. Now.

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Derek Cassese: another one, I mean, all these platforms start to get legs and start to add more pieces. cause they’re not just like these companies. We’re not just gonna stand still right. If a company’s successful in one area, they’re gonna start doing M and A, they’re gonna start adding pieces. They’re gonna start bleeding into other. You know, other areas.

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Derek Cassese: And then you start having the same problem. Just not. Maybe not right now. But it will happen as these, because these are all a lot of these cloud platforms are all

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Derek Cassese: very configurable. I think that I mean I will stand by and say that I believe Salesforce is the most customizable, configurable platform on the planet.

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Derek Cassese: And because of that, we’re talking about this right now. It’s it’s it’s it’s kind of a victim of its own success. They’ve they’ve made it that way on purpose from day one

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Andy Whiteside: well, guess what that’s how you end up with this.

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Derek Cassese: Yeah. Right? Last section just says, final word.

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Derek Cassese: Yeah. So in the article from Forrester, which is where this whole thing kinda started right, the salesforce at scale dilemma. By the way, the add and that is the at symbol.

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Derek Cassese: it says it says in here. I’ll read this because it’s like

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Derek Cassese: part of what we’re trying to drive home is that this the salesforce at scale dilemma is a challenge for clients to overcome rather than an inevitable outcome

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of large scale strategic salesforce implementations.

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Derek Cassese: It is a big issue because sales force has become a much more strategic supplier in technology strategies to win, serve and retain customers.

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Derek Cassese: So what they’re saying is, it’s not the end of the world. Right? There are. There are ways out of this. There are tools that will help you get out of this. There are partners. Hint, hint that will help you get out of this.

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Derek Cassese: But don’t. It’s not something that should be swept under the under the rug, because anybody that knows their salesforce or knows that more than likely

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Derek Cassese: there’s a bunch of what we call technical debt sitting in there. And if you’ve had more than one admin, if you’ve had more than one partner there is technical debt. If you haven’t gotten rid of your process builders. There’s technical debt.

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Derek Cassese: If you haven’t gone in and deleted things ever. Yeah, there’s technical that

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Derek Cassese: so. And that’s the stuff that you need to you need to be careful of. And again, you know. you don’t want to be vanilla with salesforce, but you also don’t want to over customize with salesforce.

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Derek Cassese: And I think that

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Derek Cassese: when you do customize something. Yeah, this is something real quick. Is that this like, I see a way right? If you’ve let’s just say there’s no solution for something that you’re trying to do. Alright.

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Derek Cassese: I don’t know. Maybe you’re trying to let me think of something that would make sense here. Maybe you’re trying to relate a contact with multiple accounts.

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Derek Cassese: Okay? Now, before salesforce came out with account contact relationships, you might have built your own right. You might have come up with a what they call junction object, for the developers out there did allows you to do that. But then, when the feature gets released from salesforce, there’s a decision point.

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Derek Cassese: Do we keep going down the path of our own, or do we move to the one that came from salesforce right? And that, I think, is a decision that more than likely the choice is well, it’s we are too busy. We’re it’s not broken. We’re gonna keep what we have.

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Derek Cassese: And then that gets compounded. And then you have met eventually can’t get out from underneath the burden of all your customizations. So

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Derek Cassese: partners, tools you you can get out from underneath it. But it’s something to be aware of. I wanted to bring it up. I’m fascinated by the concept just because

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Derek Cassese: I see it a lot. And I know that

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Derek Cassese: people would be much more excited about using salesforce if things were a little bit more

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Derek Cassese:  clean in the environment. I think you’d have faster agility. And when you have faster agility, you have happy users, cause when they they, when they’re heard, and they say, Hey, it’d be nice to have this, and they actually get that. But in like

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Derek Cassese: a good amount of time, not 2 years from the time they brought it up. I think it’s a good thing all around.

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Andy Whiteside : Oui.

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Andy Whiteside: that you you’re only preventing. Well, I’ll I’ll say this way you get a lot of as we are in it. I consider myself an it guy. Yeah, we have lots that we can do. Therefore we do it and we turn them on. We flip switches. And without that group as a guiding light so that we can really create a mess

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Andy Whiteside: and you know, finding out you gotta miss sooner rather than later is the right time.

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Derek Cassese: Yep. Yup, Yup!

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Andy Whiteside: Well, there! What? What didn’t we cover? You wanted to cover on this topic.

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Derek Cassese: II think we we covered enough. I mean, there’s like, I said, there’s a lot of there’s a lot more that we can dig into on center of excellence, maybe at a later time like, and get into a little bit more detail on what creating that looks like and get some more experiences on it.

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Derek Cassese: But yeah, I think from the perspective, what I wanted to get across today, we’ve covered the article talked about the forester article. So there’s some references in there for folks, and really, just you know

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Derek Cassese: it. It. The time is now, because, you know, when this came out in 2,020 is bad, and it’s E. It’s just getting even worse, right? So the time is now for folks that either own or an admin, or who, however, whatever part you’re in from a salesforce perspective, to bring this up to the right people in your organization reach out to partners like Tegra and and start.

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Derek Cassese: you know, start untangling that way. Yeah, so kind of when you’re on spot here. But could you go in and do a consult on this like at any point in time, and might through the concept. Yeah.

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But we we probably need to get that together and start offering that as some type of package cause that that would make a lot of sense every nobody just like with our security assessments on salesforce. Nobody should say no to that.

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Andy Whiteside: You open up, partner, coming in and and help to shed light on this problem. That

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Derek Cassese: is, it’s either there or it’s becoming there one or the other. Yeah, and it’s and it’s, you know, the whole concept of Coe is something that could even be expanded way way beyond just salesforce. Right? It’s it’s a methodology concept. It’s a governance concept. It’s it’s it’s a pretty interesting

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Derek Cassese: approach to this issue.

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Derek Cassese: Are there people out there that are just centers of excellence. Consultants. Just understand this thing to see if there’s people that just specialize specialize in that. So I’m not sure but

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Derek Cassese: there may be. But like, I said, there’s a lot of it like salesforce has a lot of information specifically around salesforce, because obviously, it’s in their best interest to help customers be successful, and they’ve seen success with this approach. So

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Derek Cassese: you know, there’s trails. There’s articles. There’s more articles, and I think that so I think what happened to like. There’s some videos out there as well. You know, once for came out with this article.

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Derek Cassese: It kind of opened the door for some, you know, some innovation. So you’ve got, you know, companies like elements cloud that are here to address things like that to help with release management. And you know, put in app feedback. Right? I mean, I like, I mean, remember, back in the day I came up with the whole. Tell it right where you know, in app feedback, like, give feedback at the time you’re using something.

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Derek Cassese: It’s so valuable. So

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Derek Cassese: all these things will help with user experience. But I but just

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Derek Cassese: cause we’re gonna we’re in exciting times right now with salesforce, with whole, the whole AI thing and data cloud and all. I mean, you’ve you’ve got like you gotta get your house in order before any of that stuff’s gonna make any sense right?

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Derek Cassese: So this is like, step one like, let’s let’s clean the house up a little bit. Let’s get a grip on what we’re doing, what we have, what we don’t need.

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Derek Cassese: so that we’re setting ourselves up to to innovate and take advantage of the next phase that’s coming out from an innovation perspective from salesforce. AI, you know what, whatever the next thing is gonna be

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Derek Cassese: yep. So

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Andy Whiteside: whatever next thing is gonna be now it’s time to get the house organized cause you’re gonna be bringing home new Christmas presents. Yeah, Derek, for let you go. What any ideas on things you want to cover in the upcoming weeks.

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Derek Cassese: So I mean one of the other things I was gonna get into is was

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Derek Cassese: devops so like, How how are customers actually doing change management like, how are you, ma? How are you. How are you going about

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Derek Cassese: adding capabilities to your environment? Right? Are you doing stuff? Just a production using sandboxes? What’s the best approach? Has anybody use the new devops from Salesforce. And the reason that I bring that up is because I think that

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Derek Cassese: there’s opportunity there for

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Derek Cassese: customers to be a little bit more

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Derek Cassese: a little bit more agile in the way they develop stuff so that they can have more than one person. They can have a team of developers. They can bring in partners

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Derek Cassese: and collaborate and and get stuff out the door quicker. Right? I mean, I’m always looking at like the the time to value stuff right? Like, you know, if it takes 2 years to get something out.

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Derek Cassese: That’s just to me that’s just takes too long. Right? So that that’s one area. But then, you know, I was also gonna do a review. I mean, we just got the spring release. There’s a lot of really cool features that they released. So that would be another one. I know there’s probably a lot of blog articles already covering that

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Derek Cassese: and then that is another one at some point I wanna talk about is, what do you do to prep yourself for releases? Right? So what do you do to prep yourself for the upcoming release from salesforce. Do you know that you can go into your organ? Look at release readiness. Do you know that you can create a sandbox with the new stuff. Like all that, I think that’s another one that we’ll get into at some point in the next couple podcasts.

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Derek Cassese: yeah, that’s you know, we got you these modern day platforms, Saas base the releases just keep coming. But that doesn’t mean you’re you’re ready for them and and understand what to expect.

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Derek Cassese: and then there’ll be some stuff coming out of trail that Dx. Which is the Developer Conference in March. I’m sure there’ll be some announcements, and that’s more on the develop. And that’s really a a lot of what we’re talking about. Here, too, is just maintain an admin and control over the org and all that stuff. So be interesting to see if there’s any new

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Derek Cassese: anything new that relates to. We talked about today that comes out of that conference.

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Derek Cassese: Alright, sir, we’re good chatting with you again, and we’ll plan it is again in a week or so. Sounds good. Thanks, dear.