Salesforce Support Made Easy

Who doesn’t love Salesforce? It’s pretty unanimously regarded as the best CRM solution available at the moment. This isn’t a shocker, considering how much added functionality the App Exchange can offer, and how many features it packs in such a compact framework. Along with this, their ease of integration with a whole host of other SaaS solutions makes it a quick seller. The problem comes with Salesforce support, however. When you install all kinds of additional functionality, design all sorts of custom forms and records, and integrate a bunch of other services in, it makes Salesforce behave differently, and support existing for its “out of the box” state no longer works that proficiently in many cases. So, Salesforce support from standard sources is not really an option if you want to really tap into the additional power of Salesforce. It’s a proverbial rock and hard place you’re between. This normally places a burden on your IT people, because whenever something needs to be fixed, or people don’t know how to work with the changes made (which are usually themselves implemented by IT), they’re the only ones who know what’s going on and how to guide people through it. Since IT has other obligations, this almost always calls for bringing in flunkies to work under the main IT staff to handle their routine work (and do so less proficiently) costing you more money and more time than you really want to have eaten by this paradox. So, what are you to do to alleviate this? Salesforce is already expensive, and you want the full power it offers, which itself causes more expenses due to support being fiddly. Allow me to propose an alternative that will make the lives of IT and the users a lot easier and more cost effective. If you’re not familiar with WalkMe, then you’re missing out on something really interesting. WalkMe was created as a tutorial creation system. Basically, it integrates with web forms natively, given it’s made of the same stuff as other SaaS, as it were. Once integrated, it can monitor and control other elements in the design, as well as lock them and write to their values. In doing this, it can watch the activity of users, track their progress and guide them through learning by doing. It’s very easy to set up, using a point and click scripting interface and form designer as well. So, how can this help with Salesforce? Well, not only does it help to train people on modified Salesforce instances, it also can guide users through the complexity of configurations and modifications within Salesforce as well, thus eliminating the need to bother IT with this beyond their input in setting the guidance up to begin with. This is just another example of how WalkMe is helping to remedy support, training and self-service problems all over the place. Some of these applications were a mild surprise for a little framework meant to guide users through step by step processes. But, if you need Salesforce support, and don’t want to tax your IT people needlessly or incur a ton of expenses, WalkMe has your back, you can count on it.  
Amanda is the Lead Author & Editor of Rainforce Blog. Amanda established the Rainforce blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Salesforce usage.