Remote Admin Support
The Remote Admin Support engagement includes all the basic Salesforce admin, maintenance, data management and reporting tasks you’d expect, PLUS proactive tasks and activities to continually improve your Salesforce system.
Do you need Remote Admin Support?
If you are able to say “no” or “I don’t know” to any of the below common challenges, you may benefit from our Remote Admin Support engagement.
- Are you getting accurate, timely reports?
- Are your SFDC errors handled correctly?
- Is your data synchronizing properly?
- Do you know if your employees are logging in regularly to do the things that need to be done?
- Do you have the proper back-up protocols in place and working on a regular schedule?
- Are you reviewing administrative changes to your org on a regular basis?
- Is your system configured properly for what you are trying to accomplish?
- Are you running monthly field utilization reports?
- Do you have an 18 month archive of all the system’s field history tables?
- Are you aware of upcoming Salesforce upgrades and new features so you can keep your business growing?
- And. . . will you be able to keep your business running smoothly and without compromise, if you lose one of your key employees?
Remote Admin Support Benefits
The Remote Admin Support engagement offers many benefits. They are:
- Experienced Salesforce Certified Partner who will insure your system is running efficiently, jobs are getting done and results are realized
- Routine (critical) maintenance isn’t overlooked
- Cost-effectiveness of in-house admin vs. remote admin support
- Interact with team with new recommendations/potential problem
- Increased (employee) user-adoption and user satisfaction
- Increase customer satisfaction
- Faster close times
- Insure continuity in your business through any employee transitions
Salesforce tasks and activities performed
The Remote Admin Support engagement includes tasks and activities that are performed by Dallas CRM.
30+ Admin Tasks Performed
30+ Admin Tasks performed
The following list of tasks is not meant to be comprehensive and total, but to show you the types of things the Remote Admin Support engagement includes. Admin Tasks are performed when your users submit a ticket (or case).
Administrative Tasks
- Add Users, Profiles, Roles
- Add and Adjust Field Level Security
- Add and Adjust User Access and Sharing Rules
- Create, update and deactivate users
- Create, update and deactivate portal users
- Create and update roles and role hierarchies
- Create and update public groups
- Create and update sharing rules
- Create and update field accessibility
- Manage password policies
- Manage session settings
- Add and update IP ranges
Maintenance Tasks
- Create and update custom objects
- Update standard objects
- Create and update custom fields
- Create and update record types
- Create and update custom buttons and links
- Create and update list views
- Create and update queues
- Create and update assignment rules
- Create and update escalation rules
- Create and update workflow rules, tasks, alerts, and field updates
- Create and update workflow approval processes
- Pardot/Marketing Cloud Configuration
- Configure Email Templates
- Configure Drip Campaigns
- Configure Landing Pages
Data Management Tasks
- Mass transfer records provided by customer in formatted CSV file
- Mass delete records, provided by customer in formatted CSV file
- Mass create records, provided by customer in formatted CSV file
- Mass update records provided by customer in formatted CSV file
- Data Uploads
Reports & Dashboard Tasks
- Assist in creation and modification of reports as necessary
- Create and update dashboards as necessary
- Create and update analytic snapshots as necessary
- Create and update custom report types
35+ Additional proactive Tasks and Activities
35+ Additional proactive Tasks and Activities
The following list of proactive tasks and activities are also not meant to be comprehensive and total, but to show you the types of things the Remote Admin Support engagement includes. These tasks and activities may be performed pro-actively by Dallas CRM to continually improve your Salesforce system.
Weekly Tasks
- Run and store the weekly snapshot (data export) of the system data and attachments, including all history tables. Keep the snapshots for at least 90 days.
- If required, run data deduplication tools to increase data quality.
- Run adoption dashboards.
- Run data-quality dashboards.
- Examine time-based workflow and scheduled APEX queues to make sure there are no unexpected entries.
- Examine SFDC error and debug logs for any surprises. For any external application that synchronizes data with SFDC, look at its error logs to see if a new error pattern has developed.
- Look at the login history table to spot any user lockouts, excessive login errors, and unexpected IP addresses.
- Run all APEX tests in the system to spot any new errors that may have crept in due to “harmless” changes in validation rules, triggers, or data “cleanup.”
- Review Setup Audit Trail and look for any changes/adds/deletions made in the last week.
- Backup system snapshot of production system metadata. Archive each snapshot as a new project, so you can run diffs later.
- Look in the Duplicate Error Logs to see if there has been a significant change (read: explosion) in the duplicate detection. Big changes indicate you may need to reformulate some of the duplicate matching rules.
- Look in the Delegated Authentication Error History log to see if there has been a ton of new errors. Big changes to the error pattern indicate some misconfiguration in external access.
Monthly Tasks
- Run field utilization reports to identify any new sources of data pollution. If fields are consistently blank more than 30 percent of the time, will consider removing them from page views and see who complains. If a field is consistently blank 95% of the time, consider deprecating it altogether (but don’t remove it from the system — just mark it as deprecated).
- Before refreshing the sandbox(es), make a complete metadata backup of the sandbox images and main system image. Create a new “project” every time and archive them for at least a year.
- Refresh the sandbox(es). Coordinate the timing of these updates with the work of any developers who are using the sandbox, lest you blow away some of their work.
- Implement any high-priority fixes from Salesforce.com. These fixes will be installed by default within a few weeks, but it’s better to do the patch installs when there is time to pre-test, react, to and fix any problems you discover.
- Install the high-priority updates that may have been pushed into the Salesforce.com instance.
- Create an archive copy of any error logs kept in the integration server and any connected applications.
- Run a full system backup (data, metadata and error logs, if possible) on any system or application that is integrated with Salesforce.com.
- Compare system changes and content to last month to identify any new or deleted custom settings. Find out my what was added, deleted, or renamed and document.
- Look in the Email logs to identify any egregious use of email through Salesforce.
Quarterly Tasks
- Add or remove members of Communities or Partner Portals, then download the CSV from the user login history.
- Download the CSV from the system administrator setup audit log.
- Read the release notes for any third-party application or plug-in connected to Salesforce.com. Typically, changes and upgrade cycles will be harmless, but occasionally several configuration and operational changes will be required as a consequence of external changes.
- Run the Reports report to identify reports that haven’t been run in six months. Hide them from users, but don’t delete them.
- Run the Roles by Profile Report to identify which roles or profiles have no active users in them. This identifies candidates for consolidation.
- Examine any new pick-list values that have been modified or added to any fields in the system. Correct any elements that have been impacted.
- Run Field Trip on all tables to get an overview of the health of the systems object model.
- Read the release notes for the upcoming version of Salesforce.com to see if any of the existing features or APIs you depend on are being deprecated or changed significantly. If so, test the pre-release features in the sandbox and do the “run all tests” exercise there.
- Archive weekly data snapshots that are more than 90 days old.
Annual Tasks
- Capture data that will fall “over the horizon” or need to be archived for compliance reasons.
- Create an archive of all the system’s field history tables (typically spanning no more than 18 months) to ensure to have an audit trail that goes beyond a year.
- Archive or purge documents (in all four places where SFDC hides them), emails and tasks to reduce the storage charges in the system and to adhere with the company’s document/email retention policies.
- Archive Chatter histories for audit, compliance or regulatory reasons.
- Update system road maps that summarize upgrades and new feature additions that are needed to achieve business goals.
Frequently Asked Questions
The Remote Admin Support engagement is a fixed monthly amount which is determined by several factors.
The most important being, number of Salesforce licenses you have and your existing Salesforce platform configuration.
Some Salesforce implementations include complex integrations and custom code, usually requiring more time for monitoring and management.
Because of this, we may need to make adjustments to the price.
The Remote Admin Support engagement includes customization by way of declarative programming. That is, customizations using clicks not code.
For example, Salesforce includes a number of built-in tools to configure things like, the specific information you want to show up on a page, automated work-flow processes, email notifications, and many more.
If you would like to know if a specific type of configuration or customization is included in this engagement please contact us for more details.
Support may be requested through our customer portal or by phone or email from 8:00 a.m. to 5:00 p.m. CST, Monday thru Friday, not including major holidays.
The customer portal is accessible 24/7, however, any new requests submitted during off hours will be responded to the next business day.
We try our best to respond to your service requests immediately, however, occasionally it could take us up to 4 business hours.
And, we usually have a resolution within 8 business hours, depending upon complexity. This is our standard service level. Custom service levels are available.
When users have questions or problems with Salesforce they simply submit a ticket and we’ll get back to them with a resolution.
If the issue is complex and hard to articulate in a ticket, simply give us a call and we’ll be happy to discuss the details with you.
The Remote Admin Support engagement also includes proactive involvement with your team.
As we perform proactive tasks we may uncover issues that need to be addressed, before they become a real problem for the business.
Or, we may identify opportunities that could help your business perform even better. In those cases, we’ll reach out to you with recommendations.
As mentioned above, Salesforce can be customized in many ways using declarative programming capabilities that are built into Salesforce, at no additional cost.
However, any new custom coding or non-standard integrations, outside the normal scope of the Remote Admin Service engagement, would become a “Project” and handled separately through a Customization Services engagement with us. We would fully discuss the project with you and give you an estimation of cost during a complementary consultation.