Discover Use Cases for the Salesforce Platform

After completing this Salesforce unit, you will be able to:

  • Describe examples of use cases for the platform.
  • Discover reasons for the use of the platform in multiple departments.

Big impact, low effort

The platform helps you move fast. Some of that speed comes from substituting tasks you’re used to doing by hand with more streamlined processes. Let’s pause for a moment to talk about some ways the Salesforce platform can accelerate your business.

When you are learning to build on the platform, the first things you have to deal with are projects that have high impact but are easy to implement. Although that sounds idealistic, the platform offers you great opportunities to make important changes with minimal effort.

Let’s consider an example from DreamHouse. Michelle and her fellow agents often use email to discuss particular properties. Sometimes Michelle participates in multiple threads dealing with the same property, which can get confusing. Among all the emails, the details are lost. And when agents miss a detail, they can lose a sale or make a mistake that affects the buyer.

Discover Use Cases for the Salesforce Platform

So how does the Salesforce platform help with this problem? Well, for DreamHouse Realty, D’Angelo created a custom Property object, which we saw in the last unit. Every time he creates a custom object, he automatically gets something called a Chatter feed. Chatter feed tracking provides a way for multiple people to comment and collaborate on a particular record. Discussions and decisions are stored in the registry so that everyone can stay up-to-date on important decisions. Now Michelle and her agents no longer have to use email for their discussions about a specific property.

Discover Use Cases for the Salesforce Platform

By creating a single custom object, you can totally change how your organization collaborates. Big impact, low effort. As you build with the platform, stay on top of processes with:

  • Intense email collaboration
  • Reliability and spreadsheets
  • Shared local documents
  • Time-consuming, repetitive manual steps
  • Impact on some departments only (you will want to minimize the number of stakeholders while you are learning)

Processes with these characteristics are excellent candidates for initial projects on the Salesforce platform.

Other uses for the platform

In our DreamHouse story, we are using Salesforce to help real estate agents sell better homes. But you can customize the platform to help with a ton of other business tasks, not just for the sales department. Let’s take a look at a couple of other ways you can build in Salesforce.

Human resources can use the platform

Julian, who works in the Human Resources department at DreamHouse, has a crisis. He has hundreds of applications coming in from dozens of job openings. Once the applicants are hired, Julian has to set up training and submit hardware requests. All of this activity generates a lot of data, and Julian struggles to manage it all.

D’Angelo to the rescue!

Using the Salesforce platform, D’Angelo can create a custom application that helps DreamHouse Human Resources employees simplify and automate the hiring and onboarding process. Here are some things the custom application can do.

  • List job openings.
  • Store applicants for each job offer.
  • Send automated reminders to hiring managers.
  • Store orientation and training plans.
  • Manage equipment orders.
  • Track employee vacations.

Like any application built on the platform, the Human Resources application that D’Angelo creates is available for the Salesforce mobile application. That way, HR reps can handle applications and new hires either in the office or at a job fair. Great!

IT can use the platform

In the IT department, Regina also suffers the pull. She is receiving a million tickets from IT every minute and user problems appear to be urgent. Who could I ask for help with this stream of tickets?

she guessed it. To your friendly and close Salesforce administrator, D’Angelo.

When she builds her IT ticket management system in the same place as her CRM, she reaps a number of benefits. All your users and their information are already there. She can track cases by user and promote collaboration between IT and employees. Here are other ways to simplify IT tasks using the Salesforce platform.

  • Create reports and dashboards with which to aggregate and analyze requests.
  • Send confirmation emails when requests are received, completed, or updated.
  • Queue incoming requests.
  • Create custom forms for employee requests and create a knowledge database for common problems.
  • Track hardware assets of employees employees.

With a simplified IT process, users are happier and the IT department has more time to build on infrastructure rather than maintaining a separate system.