Salesforce Best Practices
- Kayla Ingersoll
Action Tasks
Expectations for action tasks are as follows:
Clear and frequent communication. Comments in chatter should clearly describe any issue or question you may have. Check-ins from other teams regarding the status of the task should not go unanswered, even if you are not certain on a timeline to resolve.
Summarize any interactions off Salesforce that led to resolution. If a phone call or a Teams chat needs to happen to resolve a task, a Chatter comment should be placed by either you or the person you spoke to with a summary of the conversation and where the task currently stands (are we waiting on dealer response, do we need help from another team, etc.).
Keep the task status updated. Statuses should be utilized as follows:
New - the task has not yet been started, or the items you were waiting on have recently been provided to you and you have not yet started the necessary work after receiving what you need to do the task.
In Progress - You have started work on the task, but not completed it yet. This should be updated right when you start to work on it.
Waiting for External - The task is waiting on AM/Support/etc. to contact the dealer for necessary clarification, assets, etc.
Waiting for Internal - The task is waiting on another internal team to provide us with something (i.e. design assets).
Completed - The task is done.
Check in on tasks with a Waiting status. If you don’t get what you need from the appropriate party after 3-4 days, leave a comment (making sure you are pinging the appropriate parties by including their name with the @ symbol before it) asking about the status of the task.
Close Waiting on External tasks if there is no answer after 1 week of waiting. We should close any task that is not getting a timely response, with a comment encouraging the AM/Support to re-open or make a new task whenever they get an answer.
Ensure that any process meant to go through Fulfillment does not get completed as an Action task. Specific items need to go through the Fulfillment process properly and be associated with a SKU or product. This includes pretty much any “a la carte” feature like Shop By Distance, Shopper’s Guide, Mega Menu, etc. If these are being added after the build process they need to come in as a fulfillment “Service Setup” task. Similarly, there are a few items of extra work that FED charges for, like custom SRP/VDP templates and complex landing pages, that need to be added as a fulfillment order/request and not as an action task.
Fulfillment Tasks
Expectations for Fulfillment tasks are as follows:
Clear and frequent communication. Comments in chatter should clearly describe any issue or question you may have. Check-ins from other teams regarding the status of the task should not go unanswered, even if you are not certain on a timeline to resolve.
Be mindful of the listed due date. Launch typically keeps the due dates on these tasks updated to account for where the project should be at to meet our goals of getting the site launched. If you are unable to complete a task by the due date listed, you must leave a comment for Launch to let them know there will be a delay as soon as possible.
Summarize any interactions off Salesforce that led to resolution. If a phone call or a Teams chat needs to happen to resolve a task, a Chatter comment should be placed by either you or the person you spoke to with a summary of the conversation and where the task currently stands (are we waiting on dealer response, do we need help from another team, etc.).
Keep the task status updated. Statuses should be utilized as follows:
New - the task has not yet been started, or the items you were waiting on have recently been provided to you and you have not yet started the necessary work after receiving what you need to do the task.
In Progress - You have started work on the task, but not completed it yet. This should be updated right when you start to work on it.
On Hold - The task is waiting on AM/Support/etc. to contact the dealer for necessary clarification, assets, etc.
Completed - The task is done.
Do not close Fulfillment tasks while you are waiting on more information. Put the task in the On Hold status and let it sit until you have what you need to complete. We should not complete a Fulfillment task unless 1) the work is actually complete, or 2) the dealer decides to cancel the work and we no longer have to do it.
Keep the “Actions Taken” section updated. When we have a task that has multiple to-dos listed (for example, a QA Updates task where there is a list of items to do), and we do not complete the entire task in one go, we should be adding items to the Actions Taken area when we stop work for the day on that task so it is clear what has been completed. This also helps other teams figure out where the task is at, and potentially what items Launch may need to address (as they will be kept in the Details/Instructions field above Actions Taken) to get the task finished.