Best Practices Rollout Webinar Gregg Johnson

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Best Practices Rollout WebinarGregg Johnson
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Welcome Webinar Attendees

• Webinar Attendees see 2 components

2. Control Panel
1. Viewer Window
Type your question here
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Goals for Todays Session

• Discuss the key rollout decisions and how to
  evaluate them
• Provide best practice guidance
• Highlight key resources you can leverage
• Answer any outstanding questions you may have

We will not review how to perform admin setup in
this session we have provided online videos for
this purpose
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Technology Can Provide the Tools to Help Cure
Information Overload, But You Also Need
Organizational Commitment to Change
Share Any Content Easily Instantly
Find the Best Content Every Time
Get More Value with User Feedback
Proactively Deliver the Right Content
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The Five Questions You Need to Answer

• How many workspaces do you need, and what
  workspace permissions should you create?
• How do you want to use tags and content types to
  organize documents as you publish them?
• How do you want to integrate Content with your
  other Salesforce apps?
• How are you going to migrate your existing
  content?
• How do you launch Content to the rest of your
  organization?

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What Are Workspaces, and How Do They Work?
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• Workspaces are buckets of content
• You decide which users or groups can see which
  sets of content
• Each workspace can be configured differently in
  terms of users and how you organize content
• Content is owned in one workspace but can be
  shared with multiple workspaces
• Users can have different rights in different
  workspaces

Sales Workspace
Sales
Marketing
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How Do I Decide How Many Workspaces to Create?
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• Who do you want to access this content?
• Other than simply viewing content, what other
  rights do you want each workspace member to have?

Workspaces are similar to folders in terms of
controlling access rights to documents however,
workspaces, unlike folders, are not the primary
method of navigating to find content
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Best Practice Recommendations
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• Start with a Sales Content workspace for
  official sales materials
• Marketing and Sales Operations to have author
  permissions
• Sales to have view (and potentially
  comment/tag) permissions
• Add a second Marketing or Sales Collaboration
  workspace second
• Provide marketing with a draft room to
  collaborate on materials before sharing with
  sales
• Enable sales teams to share their own informal
  materials (e.g., RFP responses)
• Use Public Groups to simplify user administration
• Leverage existing groups, or create new ones
  using the role hierarchy
• Add individual users as needed

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Multiple Ways of Finding Materials in Content
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Search
Tags
Content Fields
Who can tag, and what tags can they use?
What custom fields do you want to add, if any?
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What Are the Tradeoffs Between Tags and Filters?
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Users can subscribe to them Are
dynamic/flexible Visualize available
content - Cannot be required fields - Are not
mutually exclusive
- Users cannot subscribe (today) - Require admin
setup, and are more top down - Do not help
visualize content Can be required fields
Can be dependent fields Can have mutually
exclusive values
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What Options Do I Have for Tagging?
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Range of Tagging Options
Open Tagging
Guided Tagging
Restricted Tagging

• Users with tagging rights can enter any tags they
  want

• Workspace admins create suggested tags
• Users can only choose from list of suggested
  tags

• Workspace admins create suggested tags
• Users choose suggested tags or add their own

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What Types of Custom Fields Might I Create?
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Standard
Custom
Approved for external use Product
line Competitors Review Date
Author File Type Tag Workspace
?
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Use Content Types to Manage Multiple Custom Fields
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• Admins Think of Content Types as Record Types
  for documents
• Content Types represent the different content
  within their business
• Sales Asset could have a Product attribute
• Resumes have an education level field
• Can define which content types can be used in
  each workspace

Basic Document
Sales Asset
Product
Reference
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Example Internal Salesforce.com Configuration
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• 40 teams using Content throughout company

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Example Internal Salesforce.com Sales Asset
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Best Practice Recommendations
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• Dont overcomplicate categorization
• With full-text search on key file formats, less
  of a need to add tons of metadata
• More fields act as a barrier to contributing
  content
• Test your categorization with end-users before
  implementing
• Add 15-20 documents, ask end-users to
  search/filter, and have them provide feedback
• Use your existing categorization as a starting
  point, but take the chance to review it
• Use custom fields for mutually exclusive and
  non-keyword values
• Create review date and customer-approved
  fields for sales assets
• Make custom field values specific to a workspace
  (e.g., document type values)
• Use an categorization approach that is
  appropriate for the workspace
• Workspaces with fewer members usually require
  less structure
• Use different tagging approaches and custom
  fields for different workspaces
• Align your categorization model in Content with
  your data model in CRM and other areas
• Use the same names with the same entities
  whenever possible (e.g., products, competitors)
• Work with cross-functional teams to define
  appropriate values across departments

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Three Ways to Integrate Content with Other Apps
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Recommend Content Based on Record Data
Associate Content with Specific Records
Provide Access to Content in Other Apps

• Suggest relevant content based on specific fields
  on commonly used Salesforce objects

• Link files as you publish them to records in
  Salesforce

• Expose selected Content tabs in other apps

• Eliminate the need to search for content when
  reps have already given you key information
• Improve chances of reps using the right content

• Establish logical connections between data and
  documents, like with campaigns and underlying
  assets

• Save users time by eliminating the need to change
  applications

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Recommend Content Based on Record Data
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• Supported objects opportunities, cases,
  accounts, leads, contacts, products, custom
  objects
• Fields that drive recommendations are defined
  today, configurable in the future
• Add Related Content to the page layout

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Associate Content with Specific Records
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• Use Case Upload a creative asset and associate
  it with a marketing campaign
• Lookups available for standard and custom objects
• Note security model driven by workspace, not by
  access to record
• Add custom lookup field

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Best Practice Recommendations
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• Expose Content tabs in users primary
  applications
• Use Workspaces as a content dashboard/starting
  point for reps (expose it in the Sales app)
• Expose Workspaces and Contribute in the
  Marketing app for publishers
• Align your categorization model in Content with
  your data model in CRM and other areas
• Use the same names with the same entities
  whenever possible (e.g., products, competitors)
• Work with cross-functional teams to define
  appropriate values across departments
• Use notes and attachments for content private
  to a record
• Only associate generic content with records in
  Salesforce
• Test content recommendations before a full
  rollout
• Use a custom profile to pilot content
  recommendations with a group of users
• Make sure end users understand how the security
  model works and the role of notes/attachments

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Migrating Existing Content Will Take the Most Time
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• Moving materials into Content is an ideal time to
  clean house
• Which materials should we keep versus delete?
• Who owns the materials going forward?
• How do these materials fit into the new
  classification structure we have designed?
• Two options for migrating materials into Content
• Mass migration with SFDC Professional Services
• Manual upload

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Migration Plan Should Include Four Steps
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Inventory
Clean
Migrate
Test and Validate

• Remove outdated or irrelevant materials
• Identify new content owners

• Create an inventory of all relevant existing
  content

• Develop a straw man approach to organizing
  content
• Upload a sample of materials (30-50 documents)
• Test with end users and obtain feedback
• Refine as needed

• Complete final migration

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Best Practice Recommendations
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• Leverage existing tools to help create your
  starting inventory
• Some content management applications have tools
  to extract documents and metadata
• If you are using the Docs tab, leverage the
  DreamFactory app Dox on the AppExchange to
  export files
• On manual uploads, set yourself up for initial
  success
• Agree on a guided tagging model beforehand, or
  have all publishers enter document titles, tags,
  and descriptions in Excel first for
  cross-publisher comparison and review
• Use the upload process as a training mechanism
  for publishers
• Worst case, hire a temp and leverage publish on
  behalf of functionality
• Divide and conquer on categorization
• Push subject matter experts to classify their
  documents to obtain buy-in and divide the work
• Provide examples and show them how to use the
  product first so everything is easy
• Test your categorization model with end users
  before completing a final upload
• Much more effective to get feedback on an actual
  application than a design on paper
• Publishers will often be inclined to
  overcomplicate categorization

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A Well-Designed Rollout is a Key to Success
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Sponsorship
Getting the right executives to put their weight
behind your rollout
Training

• Enabling users to become productive quickly and
  see value in the application

Tactics
Using the right combination of carrots and sticks
to drive use of the product
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Best Practice Recommendations (I)
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• Prepopulate the repository
• Get even 15-20 documents in Content before you
  show it to anyone, even if it is your closest
  colleagues and sponsors
• Get the leader of your sales organization to
  co-sponsor the rollout
• Show end users that this project is primarily
  aimed at helping them, not just publishers
• Have the VP of Sales communicate day-to-day
  benefits from an end user (sales rep) perspective
• Build enthusiasm among ordinary users
• Ask for sales reps to volunteer on providing
  feedback on your categorization
• Giving a select few a sneak peek makes the
  sales team feel involved and helps build buzz
• Dont let high usability mask the need for
  training
• Ask key publishers/sponsors to run 15 minute 11
  training in small organizations
• Run 1-to-many training webinars in larger
  organizations
• Distribute the online training demos weve
  created for administrators, publishers, and end
  users
• Force reps to start using the system to the
  greatest degree possible
• Launch around significant events (e.g., new
  product), and put all key materials only in
  Content
• Email links to documents in Content, not as
  attachments

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Best Practice Recommendations (II)
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• Monitor adoption
• Look at key documents periodically to assess
  adoption / activity
• Create dashboards/reports to view overall
  download and publishing activity
• Coach end users on how to get the most out of
  Salesforce Content
• In launch emails, include document links and
  suggestions for tags/documents for subscriptions
  Leverage periodic tips/tricks that we publish on
  our blog, even in the months after initial launch
• Encourage publishers to be super-responsive to
  encourage feedback
• Ask publishers to subscribe to their own
  materials so they get instant notification of
  comments
• Add comments with new versions that reference
  which pieces of feedback drove key changes
• Link to Content from other natural places to
  look
• Insert the workspaces tab into your most widely
  used Salesforce apps
• Larger customers are inserting links to Content
  from their Intranet
• Use Salesforce Ideas as your online suggestion
  box
• Ask for feedback and ideas from your user
  community
• Keep up-to-date on new Content functionality

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Resources to Help Make Your Rollout Successful
Content Blog http//blogs.salesforce.com/salesfor
ce_content Content IdeaExchange http//ideas.sale
sforce.com/popular/salesforce_content Content
Learning Center www.salesforce.com/form/other/lea
rning_center.jsp
Email me at gregg.johnson_at_salesforce.com
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