Thu, 5 November 2020
For this episode of the Salesforce Admins Podcast, we’ve got new Salesforce Admin Courtney Coen. We learn how she set herself up as a superuser and got certified to be a Salesforce Admin, her approach to solving challenges from her users, and why being a Salesforce Admin is one of the most social jobs you will have
Join us as we talk about her technique for visualizing the process to communicate to her users, how her story shows how superusers can help you, and why it’s so important to be social as an admin.
You should subscribe for the full episode, but here are a few takeaways from our conversation with Courtney Coen.
From superuser to Salesforce Admin.
“About four years ago, I was working in a call center and we were doing a lot of things manually, and I hated it,” Courtney says, “I wanted to spend my time helping customers instead of having to count out individual things when we could definitely report on them.” She played around in Salesforce and found the reports and dashboards tab and started figuring it out on her own.
Courtney ended up being the de facto admin for her customer services department and, after she had already built over 150 reports and dashboards, the development team at her company realized they needed to talk. It didn’t take long for them to figure out that she should be a full-time admin, so she got started on the path to certification with the support of the team and her supervisors in customer service, which she finally completed this year in May. “It was very much a story of sponsorship and mentorship, and without everyone’s help I wouldn’t be here,” Courtney says.
How Courtney uses visualizations to explain process changes.
Courtney has a unique visual approach to problem-solving. “The first thing I do when I’m tackling a business challenge is talk to the people who are having the problem,” she says, “and I draw the process we have now and color code it and talk to them about why it’s a problem and what their proposed solution is.” That makes it easier for her to adjust all the different components of the workflow to see where she can save people clicks or add automation to save time.
One thing Courtney uses her visualization method for is to keep her users updated about changes she’s making to their workflows. It’s important to her because not too long ago, she was one. “Users don’t necessarily understand all the technical mumbo jumbo,” she says, “but sending them a visual representation of how you’re going to fix something is a much better way to communicate with them.”
Why being a Salesforce Admin means you have to be social.
Courtney likes to say that being a Salesforce Admin is one of the most social jobs you will have. “As an admin, your users are your customers,” she says, “they’re our customers, they’re our clients, it’s our job to make everything easier on their side.” The first thing Courtney does when she’s handed a new issue is to set up a meeting to talk through the process and, ideally, watch them work through it as it currently stands so she can ask questions.
In the current remote work environment, many of us find ourselves in these days, that can be a little trickier because you can’t just do some SABWA (Salesforce Administration By Walking Around). For Courtney, video conferencing has been a lifesaver: “We’re actually meeting more now than we did before,” she says, and those meetings are paving the way for even more improvements in the org.
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Full Show Transcript