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What is Salesforce Managed Services?

Salesforce Managed Services is a service offered by Salesforce partners or third-party providers that involves the ongoing management, maintenance, and support of a company’s Salesforce platform once the solution is implemented and users have commenced using the system.

The service typically includes regular monitoring and proactive maintenance of the Salesforce platform, as well as troubleshooting and issue resolution, customization and development, data management, and user support.

Salesforce Managed Services providers offer a range of services tailored to each client’s specific needs, which may include managing the entire Salesforce instance or specific areas such as Sales Cloud, Service Cloud, Marketing Cloud, or Community Cloud.

Salesforce Managed Services providers can help organizations maximize their Salesforce investment by ensuring the platform runs smoothly, users are well-supported, and the platform is continually optimized to meet the evolving needs of the business. This can result in increased productivity, efficiency, and ROI.

What activities does a Salesforce managed services partner provide?

Salesforce Managed Services partner provides a range of activities to support the ongoing management, maintenance, and optimization of an organization’s Salesforce platform.

Some of the activities provided by a Salesforce Managed Services partner may include:

Administration

Managing user accounts, security settings, and permission sets, as well as configuring and maintaining standard and custom objects.

Customization

Creating and maintaining custom fields, page layouts, workflows, and business rules to meet the organization’s unique business needs.

Integration

Integrating Salesforce with other business systems, such as ERP, marketing automation, or customer service applications.

Data Management

Managing data quality, performing data migrations, and creating data reports and dashboards to provide insights into the organization’s data.

Support

Providing ongoing support for end-users, including responding to questions and resolving issues promptly and effectively.

Platform Optimization

Conduct regular platform health checks, identifying areas for optimization and improvement and implementing solutions to enhance performance, scalability, and user adoption.

Upgrades and Releases

Planning and implementing Salesforce platform upgrades and testing and deploying new Salesforce releases and features.

Devops

CI/CD, monitoring, log reviews, backups, etc

Training and User Adoption

Providing training and support to end-users to ensure successful adoption of the Salesforce platform and developing user guides and documentation.

Overall, a Salesforce Managed Services partner provides a comprehensive range of activities to ensure the organization’s Salesforce platform is optimized, secure, and providing value to the business. The partner works closely with the organization to understand its unique business needs and tailors their services to meet those needs.

What are L0, L1, L2, L3, L4 service tickets wrt Salesforce-managed services?

L0, L1, L2, and L3 service tickets are different levels of support and issue resolution in the context of Salesforce Managed Services. Salesforce Managed Service providers often use these levels to prioritize and escalate issues based on their severity and complexity. The different levels of service tickets are typically defined as follows:

L0 Support

L0 support is the first level of support for Salesforce Managed Services. This level involves basic issue triage, such as identifying and categorizing incoming issues and determining whether they require further escalation. A help desk or service desk team typically handles L0 support.

L1 Support

L1 support is the second level of support and involves more detailed issue investigation and resolution. This level typically involves simple troubleshooting, such as resetting passwords, providing user guidance, or resolving basic configuration issues.

L2 Support

L2 support is the third level of support and involves more complex issue investigation and resolution. This level typically involves more advanced troubleshooting, such as resolving issues related to custom code, integrations, or data migration.

L3 Support

L3 support is the highest level of support and involves the most complex and critical issue investigation and resolution. This level typically involves advanced technical expertise, such as resolving platform performance, security, or compliance issues.

L4 Support

L4 support, in most cases, is work related to process changes and enhanced functionality required by users

The use of L0, L1, L2, and L3 service tickets allows Salesforce Managed Service providers to quickly and efficiently prioritize and escalate issues based on their severity and complexity, leading to faster issue resolution and improved customer satisfaction.

Why should I outsource Salesforce-related managed services?

Outsourcing Salesforce Managed Services can offer several benefits to organizations, including:

Access to Expertise

Salesforce Managed Services providers are experts in the Salesforce platform and can offer a deep level of knowledge and expertise that may not be available in-house. This can lead to better platform optimization, improved user adoption, and faster issue resolution.

Cost-Effective

Outsourcing Salesforce Managed Services can be cost-effective compared to hiring and training an in-house team to manage the platform. Additionally, it can provide greater flexibility and scalability, allowing organizations to adjust services as their needs change.

Improved Performance and Productivity

With regular monitoring, maintenance, and proactive support, the Salesforce platform can perform optimally, leading to increased productivity, reduced downtime, and improved user satisfaction.

Better Data Management

Salesforce Managed Services providers can help ensure data integrity and compliance, leading to better data-driven decision-making and reduced risk.

Focus on Core Business

Outsourcing Salesforce Managed Services can allow organizations to focus on their core business and leave the technical management and support of the Salesforce platform to the experts.

Overall, outsourcing Salesforce Managed Services can provide several benefits, including increased expertise, cost savings, improved performance, better data management, and the ability to focus on core business functions.

What aspects should I manage in-house and what aspects should I outsource?

Managing Salesforce aspects in-house or outsourcing them depends on several factors, such as the organization’s size, budget, internal expertise, and business objectives.

However, in general, the following aspects of Salesforce management can be managed in-house or outsourced:

Administration

Organizations can manage basic administration tasks such as user management, permission settings, and basic configuration in-house. However, outsourcing may be more appropriate for more complex administration tasks such as platform optimization, automation, and integration.

Development

Sometimes, organizations can manage simple customizations and development tasks such as creating in-house fields, page layouts, and flows. However, outsourcing may be more appropriate for more complex development tasks such as custom coding, integrations, and app development.

Support

Organizations can manage basic user support in-house, such as password resets and basic troubleshooting. However, outsourcing may be more appropriate for more complex support tasks such as issue resolution, platform upgrades, and data migration.

Data Management

Organizations can manage basic tasks such as data entry, deduplication, and backups in-house. However, outsourcing may be more appropriate for more complex data management tasks such as data governance, data quality, and data analytics.

In general, organizations should consider outsourcing Salesforce management tasks that require specialized knowledge or expertise, are time-consuming, or are not core to their business objectives. Conversely, they should consider managing tasks that are basic, routine, and require minimal expertise in-house. Ultimately, the decision to manage aspects in-house or outsource should be based on a careful assessment of the organization’s needs and resources.

Sometimes it could be the other way around, and this depends on the organization. Where basic is outsourced, and the more complex is done in-house. The logic here is that the internal IT team focuses on new functionality. BAU work is outsourced as it can be repetitive and run as a BPO operation for a large organization with tickets coming in from internal and external customers.

What team should I build to manage the outsourced vendor?

When outsourcing Salesforce Managed Services, it’s important to have an internal team to manage the vendor’s relationship and ensure the outsourced services meet the organization’s needs.

The following are some key roles that may be required to manage an outsourced vendor effectively:

Project Manager

A project manager oversees the outsourcing relationship and ensures that the vendor meets the organization’s needs. They coordinate with the vendor, establish and monitor service level agreements, and communicate with stakeholders.

Salesforce Administrator

A Salesforce administrator is responsible for managing the organization’s Salesforce instance, ensuring it meets the business needs, and working with the vendor to implement changes and enhancements to the platform.

Data Analyst

A data analyst is responsible for ensuring data quality, analyzing data trends, and providing insights to the organization. They work closely with the vendor to ensure data is properly managed and integrated with other systems.

Technical Lead

A technical lead provides technical oversight, ensuring that the organization’s Salesforce instance is properly integrated with other systems, and that custom development and coding is properly managed.

Business Analyst

A business analyst is responsible for working with the organization to understand business needs and requirements, and translating those needs into technical requirements that the vendor can implement.

Quality Assurance Specialist

A quality assurance specialist is responsible for ensuring that the vendor’s services meet the organization’s quality standards. They test new features and enhancements before they are implemented in the production environment.

Overall, the team should have a mix of technical, functional, and project management skills to effectively manage the outsourcing relationship and ensure that the organization’s Salesforce platform is meeting its business needs

Where will I find a suitable vendor to manage my Salesforce managed services

There are several ways to find a suitable vendor to manage your Salesforce Managed Services. Here are a few suggestions:

Salesforce AppExchange

The Salesforce AppExchange is an online marketplace where you can find certified Salesforce Managed Services partners. Salesforce has vetted these partners and have experience managing Salesforce instances for other organizations.

Referrals and Recommendations

Reach out to your professional network and ask for referrals or recommendations for Salesforce Managed Services providers. You can also check online reviews and testimonials to help you make an informed decision.

Industry Events

Attend Salesforce industry events like Dreamforce and network with Salesforce Managed Services providers to learn more about their services.

Google Search

Perform a Google search for “Salesforce Managed Services provider” or “Salesforce support partner” to find a list of potential vendors. Research each vendor thoroughly, check their website and customer reviews, and contact them to ask for more information.

Salesforce Communities

Join Salesforce communities or groups to connect with other Salesforce users and ask for recommendations or referrals for Managed Services providers.

When evaluating potential vendors, make sure to consider their experience, expertise, customer reviews, pricing, and service offerings. You may also want to request a demo or trial of their services before making a final decision.

On what basis must I choose a Salesforce managed services partner?

Choosing the right Salesforce Managed Services partner is crucial for any organization that relies on Salesforce as a core business platform.

Here are some key factors to consider when selecting a partner:

Expertise

Look for a partner with deep expertise in Salesforce and a track record of managing and optimizing Salesforce instances. Check their certifications, experience, and customer references to ensure they have the necessary skills and knowledge to meet your needs.

Service Offerings

Consider the services offered by the partner and whether they align with your organization’s needs. Ensure they can provide a comprehensive range of services, including administration, customization, integration, data management, and support.

Industry Experience

Look for a partner with experience in your industry or vertical. This can provide insights into industry-specific challenges and opportunities and help the partner provide more targeted solutions.

Service Level Agreements (SLAs)

Ensure that the partner offers clear SLAs that define the level of service and support they will provide, including response times, issue resolution times, and availability.

Communication and Collaboration

Choose a partner that communicates clearly and frequently and will collaborate with your internal team to understand your business objectives and tailor their services to meet your needs.

Pricing and Value

Look for a partner that offers transparent pricing and a fair value proposition. Ensure that the partner can deliver cost-effective services that ROI your organization positively.

Flexibility and Scalability

Choose a flexible partner that can scale its services to meet your organization’s changing needs. Ensure that they have the capacity to accommodate changes in your Salesforce platform and can provide additional support when needed.

Overall, choosing the right Salesforce Managed Services partner requires careful consideration of your organization’s needs and priorities and an evaluation of the partner’s experience, expertise, service offerings, and pricing.

Why should I consider outsourcing Salesforce-managed services to India?

Outsourcing Salesforce Managed Services to India can offer several benefits to organizations, including:

Cost Savings

Outsourcing Salesforce Managed Services to India can offer significant cost savings compared to hiring an in-house team or outsourcing to providers in other countries. India has a large pool of highly skilled and qualified Salesforce professionals, and the cost of living is lower than in many other countries, leading to lower labor costs.

Availability of Skilled Professionals

India has a large pool of highly skilled and experienced Salesforce professonals. Many Salesforce partners and third-party vendors have established operations in India, providing access to a deep pool of talent.

Language and Culture

India is home to many professionals who are fluent in English, making communication with outsourced teams easier. Additionally, many Indian professionals have experience working with clients from different cultures and are accustomed to working in a global environment.

Time Zone Advantage

India is in a time zone that overlaps with many other countries, making it easier to collaborate with outsourced teams and receive timely support.

Technology Expertise

India has a vibrant technology industry and a culture of innovation.

Many Salesforce Managed Services providers in India have experience with cutting-edge technologies and can provide innovative solutions to complex business problems.

Outsourcing Salesforce Managed Services to India can provide organizations access to a large pool of skilled professionals, cost savings, and innovative solutions. However, as with any outsourcing decision, it’s important to carefully evaluate potential vendors, consider cultural and language differences, and establish clear communication and collaboration protocols.

What SLAs must i consider when outsourcing Salesforce managed services?

When outsourcing Salesforce Managed Services, Service Level Agreements (SLAs) are essential to the contract between the organization and the vendor.

The following are some key SLAs that organizations should consider when outsourcing Salesforce Managed Services:

Response Time SLA

This SLA defines the maximum time the vendor will take to acknowledge a service request from the organization. This could be an email, phone call, or message through a service desk portal.

Resolution Time SLA

This SLA defines the maximum time the vendor will take to resolve an issue once the vendor has acknowledged it. The resolution time may vary depending on the severity of the issue, and the SLA should outline different resolution times for different levels of severity. This can be set for level 0 or level 1 tickets, but it will be difficult to set for complex tickets.

Availability SLA

This SLA defines the percentage of time that the Salesforce platform will be available to users. This should include both scheduled maintenance windows and unscheduled downtime.

Escalation SLA

This SLA defines the process for escalating issues that are not resolved within the defined resolution time. It should include the criteria for escalation, the personnel to be notified, and the expected timeframe for resolution.

Reporting SLA

This SLA defines the frequency and format of reports to be provided by the vendor to the organization. The reports should include details of service requests, response and resolution times, and service availability.

Security and Data Privacy SLA

This SLA defines the measures the vendor will take to ensure the security and privacy of the organization’s data. It should include access control, data encryption, and compliance with relevant data privacy regulations.

Performance SLA

This SLA defines the performance metrics for the Salesforce platform, such as page load times, query response times, and system availability.

The SLAs should specify the expected performance levels and the consequences for failure to meet these levels.

When evaluating potential Salesforce Managed Services vendors, organizations should ensure that the SLAs offered are comprehensive, achievable, and aligned with the organization’s business needs. The SLAs should be regularly reviewed and updated to reflect changes in the organization’s requirements and the Salesforce platform.