Salesforce Admins Podcast

Today on the Salesforce Admins Podcast we’re joined by two Salesforce GDPR experts: Lindsey Finch, Senior Vice President of Global Privacy and Product in Legal, and Ian Glazer, Vice President of Product Management. We’ll cover the new regulations and what you need to do to get ready.

Join us as we talk about why GDPR is ultimately about trust, and the resources available to help you get ready.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Lyndsey Finch and Ian Glazer.

Getting ready for GDPR.

Lindsey leads the Global Privacy and Product Legal functions at Salesforce, and she’s been working on GDPR for the last few years. Ian, meanwhile, is part of the Product Management organization for Salesforce Platform. “I also happen to be the lead, from a product management perspective, for GDPR for platforms,” Ian says, “I’ve been working with Lindsey and all of her team to make sure that our customers have the tools they need to get the job done.”

“The GDPR stands for the General Data Protection Regulation,” Lindsey says, “and while it’s an EU law, it really has global implications for most businesses who are dealing with customers in the EU or have websites available in the EU.” These regulations are going to change how you handle data, and you need to be ready to adapt.

Why GDPR is an opportunity.

“If you’re an Admin, you’re already doing GDPR things because you’re thinking about your customer,” Ian explains, “you’re thinking about how to give them the experience they need and you’re thinking about how to make sure you can protect their information, so in a lot of ways doing GDPR stuff is just doing what you do.” His point is that you’re already thinking about the kinds of things that you need to be worried about with this law, though you want to start also thinking about new things like how to give your customers a copy of their information.

From Lindsey’s perspective, GDPR shouldn’t be viewed as a compliance headache for Salesforce or for customers: “It’s really an opportunity to strengthen our privacy program and put individual consumers at the center of everything that our customers are doing and respecting their privacy rights.” Salesforce has even compiled a resource on the regulations and what they mean for you: http://www.salesforce.com/gdpr/.

Salesforce resources to help you get ready.

“Sometimes it’s kind of tough to figure out what a new feature means in the context of GDPR and your business,” Ian says, “so our documentation team helped build what I like to think of as connective tissue between all of our help and training,” so if you’re an Admin and you need to hide customer information, you can find pointers to things that are already there to help you solve your problem.

We’ve also been working on a feature called Individual object, which, Ian says, “is the beginning of ways that we can represent the desires and intent of the human being.” We so often view the people in our data as a Contact or a Lead, but they’re actually humans with preferences and wants and needs. The Individual object helps Salesforce keep track of how someone wants to be communicated with, if they want to be communicated with at all, and what they want to do with their information. “The Individual Object serves as the human behind the Lead,” Ian says.

Why GDPR shouldn’t be such a big deal.

“The thing that makes people successful is the ability to sit around a table and know that the customer is the thing that we’re most focused on,” Ian observes. “If you ground the conversation in what the customer wants and what we need to do to do right by them, no matter who you’re talking to, everyone will be able to speak to it.” As Lindsey says, “put the individual who the personal data relates to at the center of your privacy program rather than looking at it as a tick-the-box compliance program.”

In other words, if you’re focused on doing right by the people behind the data, you’re already well on your way toward compliance. The bottom line, as Ian says, is that “GDPR isn’t going to be the last regulation that we all have to think about, and we’re going to add new capabilities in each release.”

Salesforce’s official GDPR readiness site: https://www.salesforce.com/gdpr/overview/

Trailhead: https://trailhead.salesforce.com/en/modules/european-union-privacy-law-basics

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Direct download: Interview__Get_GDPR_Ready_with_Ian_Glazer_and_Lindsey_Finch.mp3
Category:general -- posted at: 12:26pm PDT

Today on the Salesforce Admins Podcast we’ve got Admin Evangelist Marc Baizman to talk about his upcoming presentation with Gillian at TrailheaDX focused on the “process before the process,” what you should go through and think about before you start implementing features.

More about this Insights session: a mini version of Marc and Gillian’s TrailheaDX presentation on the process before Process Builder, the DOITTT framework: Discover, Optimize Inefficiencies, Translate, Test, and Train.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Marc Baizman and Gillian Bruce.

Dealing with the human element.

TrailheaDX is around the corner, and Marc and Gillian have an exciting session planned for this Thursday. We know that not all of our listeners can make it, so we thought we’d bring some of the great content we have planned to you here (don’t you feel special?).

“We talk lots and lots about our technology, but oftentimes the most challenging part of being a Salesforce Administrator is working with other humans,” Marc says. So they’ve created a talk to try and address those issues. “Before you’re really getting into the nitty-gritty of the technology, do you understand the business problem? Are you thinking about ways to optimize inefficiencies? Are you asking those deep questions before you add the field, build the dashboard, and run the report?”

Just DO IT-T-T.

To help get a handle on the process before Process Builder, the Admin Evangelism team has developed a framework called DOITTT: Discover, Optimize Inefficiencies, Translate, Test, and Train. So how does this work?

Discover: Understand what the actual business need is before you start building, “so if people are asking you for a field or a dashboard you need to get to the underlying Why behind that,” March says.

Optimize Inefficiencies: As you start diving into business processes, ask yourself: Are there any extra steps? Are people doing workarounds to compensate for where the technology isn’t allowing them to do what they want to do? Try a cross-functional flowchart (or process chart), a visualization on a whiteboard or screen of the different steps people go through to do something.

Translate: This is the first steps you take to fix the problem, and it begins with translating the business steps you need to take into the right technology. “This is the thing you probably attempted to do right at the beginning, start building stuff,” Marc says.

Test: This is where you bring in your crack squad of super users to see whether or not what you’ve built is the best way to get things done. Is this really the best way to accomplish your business need? Are there any other inefficiencies that come out of the woodwork?

Train: The key here is to remember that training isn’t just a one-time event. You need to supplement your initial training with refreshers, maybe a lunch and learn or open office hours. Remember that the process is ongoing, and make sure you do everything you can to put your team in a position to succeed.

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Direct download: Insight__The_Process_Before_Process_Builder.mp3
Category:general -- posted at: 9:35pm PDT

Today on the Salesforce Admins Podcast we’re talking to Kathy Baxter, User Research Architect at Salesforce and previous Salesforce Admins Podcast guest. With Einstein being all the rage, we’re discussing ethics and AI to understand more about what that means for your business.

Join us as we talk about building an ethical culture, creating transparency, and taking action to remove exclusion.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Kathy Baxter.

The biases living inside of our data.

As a Research Architect, Kathy looks at issues that go across clouds. Each cloud has Einstein doing data science work, “but going across all of those different clouds remains the issue of ethics and AI,” Kathy says. “What stands out when I read articles of AI gone wrong is that the creators don’t intend to harm someone,” she says, but we have to realize that algorithms aren’t free from the biases of their creators.

“Unfortunately, we have biases that live in our data,” Kathy explains, “and if we don’t acknowledge that and if we don’t take specific actions to address it then we’re just going to continue to perpetuate them or even make them worse.” To help, she’s done a lot of research to create a set of guidelines that help provide actionable recommendations with Salesforce to implement Einstein while also keeping those biases in check.

The three steps you can take to build ethics into AI.

“The three big categories are first, creating an ethical culture; then being transparent; and then finally taking the action of removing exclusion, whether that’s in your data sets or your algorithms,” Kathy says. For creating an ethical culture, we want to build diverse teams. There’s tons of research out there on why they perform better, “the least of which being that we avoid products gaps because a segment of the population isn’t represented.” Diversity is no longer just about accessibility in the terms that we have always thought about it, whether it’s wheelchair ramps or screen readers, but now it’s about how we think about inclusion in terms of our AI algorithms,” Kathy says, “ethics is a mindset, not a checklist.”

For transparency, you need to allow your customers to have control over their data. The GDPR guidelines for the EU that we went over in our episode with Ian Gotts are a pretty good reason to get moving on this, but it’s more important than just compliance. “Customers need to be able to come in and delete their data, or correct it if we have it wrong,” Kathy says. Once you’ve adjusted your mindset and addressed transparency, you’re ready to take action.

Why Salesforce needs to think about our customers’ customers.

“We at Salesforce can’t just think about Salesforce and we can’t just think about our customers, we have to think about our customers’ customers and all of the individuals that get impacted by a system,” Kathy explains, “and only by thinking about them throughout the entire process can we continually look at see what kind of impact we’re making, and whether it’s the impact we want to make.” Salesforce’s customers own their data, but if that data is biased of skewed it’s not going to respond completely when someone comes and asks a question.

“There are some segments of our population that have traditionally been underserved, and if you don’t understand the cultural context then you may think that the AI is making decisions that are fair,” Kathy says, “but instead you just end up perpetuating this social justice and without even being aware of it.” We need to be willing bring in the larger community to have hard conversations if we want to see progress happen.

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Direct download: Interview__Build_Ethics_into_AI_with_Kathy_Baxter.mp3
Category:general -- posted at: 7:22pm PDT

Today on the Salesforce Admins Podcast we’re back with LeeAnne Rimel, Principal Admin Evangelist at Salesforce, to talk about her Snowforce keynote and how Admins can position themselves to the lead the way in the future.

More about this Insights session: how Admins can lead the “Fourth Industrial Revolution” with constant learning, developing techniques, and thinking ahead.

You should subscribe for the full episode, but here are a few takeaways from our conversation with LeeAnne Rimel and Gillian Bruce.

LeeAnne’s Snowforce adventure.

LeeAnne is back from giving a keynote at Snowforce, in Salt Lake City, Utah, one of several community-driven Dreamin’ events. Her talk was focused on how Admins can lead the way to the fourth Industrial Revolution. “Anytime there’s change in an economic ecosystem is can make all of us wonder, ‘What does that mean for me?’”

If you look at demand for Salesforce Admins today and going forward, it’s easy to feel confident about their role in the future economy. However, “I also think that we all together talk about what behaviors and habits, beyond being a product expert, that you should hone as an Admin to ensure that you continue to be well-positioned as the jobs ecosystem is growing.”

In prepping for this talk, Mike Gerholdt gave LeeAnne a challenge: “I see how you think about building apps and thinking ahead about what the business needs, but I want you to figure out how to teach others to do that.”

Why Salesforce Admins can lead the Fourth Industrial Revolution.

Just in case you’ve missed every Salesforce event keynote ever, we’re at the precipice of the “Fourth Industrial Revolution.” That means that everything is connected— customers are connected and expect way more from companies than ever before. Salesforce is positioned to help companies help make that customer connection and meet those expectations, and at the heart of that are Salesforce Admins, who are figuring out how to make that work with the technology that we have.

“The Salesforce Admin is uniquely positioned to be both the product and subject-matter expert,” LeeAnne says, “and then one thing we’ve seen continue as a trend is the democratization of our platform, that you can do more and more with declarative. Every release, we see more and more things that, once upon a time, required code.” Admins are able to do more, and so you really need to hone the tools that make you successful.

The three habits all Admins need to develop.

There are three core practices that you can focus to make sure that you’re ready for whatever comes your way: constant learning, developing your techniques, and thinking ahead. Developing an attitude of constant learning means making it part of your daily routine. “I’ve always been interested in the five-hour rule,” LeeAnne says, and one of her favorite examples is Barack Obama, who read for an hour a day even when he was in office. “Now, I’m pretty dang busy,” LeeAnne says, “but I don’t think I’m ever as busy as President Obama was.”

To develop techniques, you focus on learning new skills, maybe through copy and paste, and work up and build the muscles to be able to do it on your own. “If you’ve never made a lasagna before you probably start with a recipe,” LeeAnne says, “but then you start making changes to that copy-and-paste code and then eventually you know how to do it.” And just like a new lasagna recipe, you’ll get the best feedback when you share your efforts with others and listen to what they have to say.

Finally, in terms of working on thinking ahead, we’ve all been in that situation where someone comes up to you and asks for a checkbox on the lead object that says that they’ve received the mailer, or really any granular, particular request. A reactive response is to say, “Okay, I’ll add that checkbox.” However, LeeAnne suggests you should develop the habit of taking a step back and asking, “What do they really need?” You want to always be in a constant state of active discovery because you want to understand the needs that are driving these requests so you can think a level above the requests and answer the business need.

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We want to remind you that if you love what you hear, or even if you don’t, head on over to iTunes and give us a review. It’s super easy to do, and it really helps more Admins find the podcast. Plus, we would really appreciate it.

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Direct download: Insight__How_You_Can_Lead_the_Fourth_Industrial_Revolution.mp3
Category:general -- posted at: 2:20pm PDT

Today on the Salesforce Admins Podcast we have Erin Peterson, VP of Customer Experience at Mintigo and Salesforce User Group Leader in the Bay Area. We’ll hear her powerful story about mentorship and the community in the Salesforce ecosystem, which is how she’s gotten where she is today. It’s a bit of a break from Productivity month, but we think it’s worth the trip.

Join us as we talk about mentorship, the power of being voluntold to do things, and the importance of making your intentions clear.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Erin Peterson.

When you get voluntold.

“I was, like many, ‘voluntold’ that I was going to be working in Salesforce, and then voluntold that I was would be Admining, and later voluntold that I was going to run a User Group, which has been the most delightful journey,” Erin says. She came from a marketing background and was grateful for the help and support of consultants and colleagues over the years.

People fall into the Admin role a lot because “When you get hired for a position, and even when I hire, I feel really lucky if someone has 80% of the things that I’m looking for,” Erin explains, “and if they had 100% they probably wouldn’t want the job anyway.” She came from a marketing background but once she got started using Salesforce she wanted to learn more. “I don’t like sweets but I really love graphs, so I used to go Trick-or-Treating as a kid and then graph all my Halloween candy before I gave it to my parents.”

Hiring for the future.

“Salesforce is not just a platform, it’s a philosophy,” Erin says, “you build a philosophical perspective about what you want to accomplish and how you want it done, which shapes everything that you build.” When it comes to hiring, you’re not just hiring a set of skills, you’re hiring a person with their own set of passions and curiosities. When it comes to “voluntelling” someone to pick up some new skills and jump in, you need to recruit not only for baseline skills but also for cultural fit.

Erin ended up working with a Salesforce Admin consultant named Geraldine Gray, a founder of the Women in Tech User Groups and sometimes considered the godmother of the AppExchange (“which she’ll kill me for saying,” Erin says). She taught her a process that she uses now with her own team and with her clients, which is to not just do work for them but involve them in the journey. “I always ask them to help me understand what they’re doing— don’t just show me the work product but help me understand how you built the report.”

The voluntoldee becomes the volunteller.

Geraldine started to send more and more opportunities Erin’s way: “I feel like I’ve been given so much opportunity and so many gifts, it’s just overwhelming sometimes, and if I can pay that forward that’s the best way that I can thank the people that helped me.” Erin’s now an AppExchange All-Star and runs a User Group. She tries to get around and do all the things, “but anytime that I can’t I always try to find somebody else that has that same level of desire and hunger not just to do the work but to pay it back and pay it forward,” so she’s ended up doing some voluntelling of her own.

“There’s something really unique about the Salesforce ecosystem, which is this utter commitment to giving it back, utterly holistically, from individuals in a User Group to the Ohana Floor at the Salesforce Tower,” Erin says. It’s important to remember that there are so many ways to learn and grow in this work, so we need to get over our anxiety and reach out. As Erin puts it, “It’s not asking a favor, it’s giving someone an opportunity.”

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Direct download: Interview__I_Was_Voluntold_with_Erin_Peterson.mp3
Category:general -- posted at: 6:03pm PDT

Today on the Salesforce Admins Podcast we’re talking to Vik Mediratta, Senior Manager of Trailhead Marketing at Salesforce, to talk about productivity when it comes to working with Sales, and how he rallies everyone around him to get more done.

More about this Insights session: why you need to celebrate incremental wins, how to use the people paid to help you, and how you can put yourself in your employees’ and team members’ shoes.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Vik Mediratta and Gillian Bruce.

What’s in it for them?

Vik sits right by Gillian at Salesforce HQ, so she gets to witness firsthand just how much he’s able to get done on a daily basis. One of Vik’s major roles in the company has been spreading the Trailhead message across the organization by taking what he’s learned working in sales organizations and putting that out there. Salesforce is a 30,000+ person company, so that’s a huge job.

“With our group we’re always looking at how to scale that message,” Vik says, “when I came onto this team the biggest challenge was how to reach 30,000 people in all these different countries and cities, I do that by keeping the customers in mind: Why are they going to listen to me? What’s in it for them?” So before he picks up the phone or sends out a Chatter message, he’s already putting himself in the shoes of his audience and thinking about his employees as if they were his customers. They also have a zillion things to do, so you really need to think about what’s in it for them.

Remember that people are (literally) paid to help you.

As far as getting down to the brass tacks of productivity, Vik has a few tips. “Don’t work alone,” he advises, “there are times when you feel a lot of pressure really want to impress your boss or your colleagues or your customers, but there are people in your organization who are literally paid to help you, so make sure that they’re successful because that’s what makes you successful.” Picking up the phone and using your colleagues effectively is a huge way to up your own productivity.

At the beginning of a project, as the Salesforce Admin, everyone is looking to you for a solution, and you’re excited to provide one. However, it’s really important to set an “Upfront Contract.” This term comes from Tony Rodoni, the Executive VP for the Commercial Business Unit at Salesforce. That means having a kickoff where everyone can meet each other, talk about what they’re responsible for, bring up deadlines, and also discuss any PTO or other things that might create some challenges.

The trick is to keep circling back at project milestones, so you’re always on top of what’s coming up on the horizon and everything is transparent. “If you can get ahead of 90% of the surprises, and 10% is left for the unknowns, then you’re going to be successful because the unknowns are what we get paid to solve.”

Finding the personal stakes.

One thing that really makes Vik stand out is just how fun he is to work with. It still comes back to that question he always asks of what’s in it for you? But it’s not just a general question: “I want to know what’s in it for you personally,” Vik says, “if I know that and I can help you get there that’s going to make both of us super successful because there’s more than coming to work and making your boss happy, there’s also making yourself happy.” By getting to know his team and understanding their interests, he’s better able to engage with them and help them succeed.

Vik notes that just like you want to keep circling back with team meetings to set expectations and get everyone on the same page, you also want to celebrate the milestones you hit. “The success of one milestone is only good for the next one, so make sure that all your milestones are celebrated equally so everyone understands how you got there.”

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Direct download: Insight__What_Admins_Can_Learn_from_Sales.mp3
Category:general -- posted at: 5:41pm PDT

Today on the Salesforce Admins Podcast we’re talking to Melinda Smith, Delivery Manager at Blue Wolf and host of the Two WIT Podcast. For February and March, we’re setting our sights on productivity with a series of topics to help you focus on being a productive Admin and how you can deliver productivity to your users.

Join us as we talk about the importance of boundaries, tips for effective time management, and the importance of giving yourself some buffer times to shift gears.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Melinda Smith.

Habits, time management, and boundaries.

Melinda Smith is a co-host of the excellent Two WIT Podcast, and when we heard her episode about how she manages her day in the consulting world (where there are a zillion different priorities) we figured we needed to make her a part of our productivity series.

“I’ve been talking with people a lot about productivity, time management, and boundaries,” Melinda says, “the consulting world is all about time management, and it’s on me to make it work. If you don’t have your routine and know what’s a priority for you your work will gobble you up and overly stress you.” For Melinda, that meant having to reckon with getting up super early to get her workout in before her day started, “It sucks, I don’t want to get up early,” she says, “but for me, that is critical to my mental health and my productivity at work.”

The importance of off time.

“Making sure that I have boundaries of when to shut the computer off makes me more productive because I know I have that window and I have to get things done in that window,” Melinda says. You need to establish boundaries so you can actually be effective, if only because you know you have a limited amount of time to get things done.

“A lot of people feel like it’s being selfish or not being a good employee, but I think it makes you a better employee to make those healthy boundaries for yourself and not let people access you at all hours of the day or night,” Melinda says. As we’ve talked about previously on the podcast, it’s about making your Yeses count. You might not be available 24/7, but when you’re working you are all in.

How to prioritize like a pro.

So once you get into those times you’ve blocked out for work, how do you actually prioritize and make sure that you’re getting things done efficiently and effectively? Melinda describes it as an “ever-changing model.” She spends a lot of time with her calendar to make sure that she’s ready for any meetings, and focused on what needs to happen each week.

Another important thing to consider is the different modes of work that you’ll be doing. For Melinda, she needed to establish some buffer time between doing configuration work and something like taking a one-on-one call. Sometimes you need to make a mental transition and be honest with yourself that it’s not always easy to shift gears. The trick is to intentionally schedule in some buffer time to help yourself make that change.

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We want to remind you that if you love what you hear, or even if you don’t head on over to iTunes and give us a review. It’s super easy to do, and it really helps more Admins find the podcast. Plus, we would really appreciate it.

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Direct download: Interview__How_Melinda_Smith_Lives_a_Productive_Life.mp3
Category:general -- posted at: 9:51am PDT

Today on the Salesforce Admins Podcast we have a conversation with Jacob Lehrbaum, our VP of Admin and Developer Marketing at Salesforce, to find out about all the exciting things that are coming up at TrailheaDX.

More about this Insights session: learn why TrailheaDX is great for Admins, and how you can take advantage of everything happening this year.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Jacob Lehrbaum and Gillian Bruce.

TrailheaDX 2018.

Jacob leads the Developer and Admin marketing team at Salesforce, which helps introduce Admins and Developers to the opportunities available to them for their careers and find the resources to get started. A big part of that is TrailheaDX (for pronunciation, Jacob suggests you “roll straight from Trailhea into the DX”).

Now in its third year, TrailheaDX is going to be at Moscone West in San Francisco on March 28th and 29th. This year, they’re adding a three-day boot camp. “It’s going to be an amazing opportunity to really learn in-depth and hands-on,” Jacob says, complete with two opportunities to get certified and vouchers for more after the event.

Finding the balance between clicks and code.

While the DX stands for the Developer Experience products, there are tons of reasons for Admins to attend. “One of the things that makes Salesforce unique is that we empower everyone to build applications, with or without code,” Jacob says, “but however you’re building you have some Developers you’re working with at your company and you can learn some great things about Salesforce that you can bring back to improve your collaboration.”

“It really is about using clicks and code,” Jacob explains, “because if you’re a really good Developer on Salesforce that means that you’re embracing those click declarative capabilities to be able to go even further.” You don’t have to reinvent everything with each new release because you’re building on top of the platform with metadata-driven architecture.

“When we put together the programming for TrailheaDX, we’re making sure that there’s a lot of great content for people who are building purely with clicks, as well as people who are building things with clicks and code.”

What’s coming up for TrailheaDX.

The event kicks off with a keynote from Marc Benioff and a great lineup of speakers, followed by over 150 technical sessions including theaters, breakouts, and workshops for both Admins and Developers. “We even have an awesome session that’s designed to help Admins learn to code that’s kind of an Admin to Developer workshop,” an “Admineloper” session, if you will. There are some amazing AppExchange demos to get up on the latest features in Lightning and Einstein, as well as technical consultations if you have a question you need help with.

“The event isn’t just about learning, but connecting with your fellow Developers and Admins,” Jacob says, “so there will be a lot of great opportunities to network, meet great people, and join the Trailblazer community.” There’s also the fun component, including a great party to socialize with your fellow Trailblazers.

Yet another Accidental Admin.

Jacob came to Salesforce as yet another accidental Admin. “I was in Developer marketing for quite a long time,” Jacob says, “and as part of my marketing campaigns I used data from Salesforce.” As he kept working with Salesforce, “it really occurred to me that it was a phenomenal platform that was really empowering and that even as someone coming from a marketing background I could actually build things on the platform.”

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We want to remind you that if you love what you hear, or even if you don’t, head on over to iTunes and give us a review. It’s super easy to do, and it really helps more Admins find the podcast. Plus, we would really appreciate it.

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Direct download: TrailheaDX_with_Jacob_Lehrbaum.mp3
Category:general -- posted at: 9:38am PDT

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