Thu, 16 February 2023
Today on the Salesforce Admins Podcast, we talk to Lynn Guyer, Manager, Salesforce Practice at Forefront Telecare.
Join us as we talk about how she was able to build a no code, out-of-the-box solution for one of her organization’s biggest operational challenges.
You should subscribe for the full episode, but here are a few takeaways from our conversation with Lynn Guyer.
Scheduling on-call hours for a telehealth organization
Lynn started out as a Salesforce user before she ever found herself sitting in the admin’s chair. That gives her a lot of insight into what things are like on the other side of the screen. So whenever she’s building a solution, she’s really concerned with how it’ll impact other users and what the experience is like for everyone involved in a business process.
As a telehealth organization, they have staff across many different time zones who have to be on-call at certain times. They needed to know who was covering which shift, that those people knew their schedule, and that every shift was covered. She tried a couple of the industry standard solutions to see what they were like, but they each had some significant shortcomings. Ultimately, Lynn decided the best course of action was to build something of her own in Salesforce.
Why research should always be the first step
While Lynn was in her research phase, she looked at each of the existing on-call management solutions to understand their workflows. How many clicks it takes to do certain tasks, whether you can reuse different elements of the schedule week-to-week, and what it looks like from different users’ perspectives. This research really helped her to spec out exactly what she needed and how it should work.
Lynn and her team took their requirements to their Salesforce Account Executive and Solutions Engineer, who suggested they look at Scheduler. It seemed like a perfect fit—it could store and manage all the data they needed but, in order to implement it, Lynn needed to learn Flows.
How Lynn skilled up quickly in Flow
There are a lot of great self-guided resources out there for learning new skills in Salesforce, but Lynn’s a working mom so she wanted something with a lot of focus tailored to her specific needs. A small group live class proved to be the perfect solution, allowing her to pick up the skills she needed in just a few weeks.
In the full Flow, the request comes into Salesforce from Experience Cloud as a record, which kicks off a series of Flows that check who’s on call, text the people who need to know, assigns the correct user to be the owner, and puts the information correctly into a schedule that everyone can see. In the end, Lynn was able to build a solution to her organization’s problem entirely in Salesforce, without code, made entirely with out-of-the-box features and add-ons.
Lynn is a big fan of keeping things out of the box.“Salesforce does all of the testing for you—that’s what you’re paying them for,” she says, “you’re paying them to test their code for you to use so you don’t have to test your code every release.” Building solutions like this makes them much more reliable, easier to maintain, and you get to benefit from the improvements Salesforce makes with each new release.
Direct download: Solve_Problems_by_Experimenting_with_Lynn_Guyer.mp3
Category:general -- posted at: 3:00am PST