The role of a Salesforce Administrator can be ambiguous and hard to define because there are many variations of this role. Responsibilities can span across a wide range for this position depending on the company, the size of the organization, and the industry.
In an effort to bring more clarity around this role, we’ve set out to demystify the responsibilities and common tasks of a Salesforce administrator. What is a Salesforce admin and what does a Salesforce admin do? Read on to get a clearer picture of this role and its importance for an organization so you can know what to expect.
What is a Salesforce Admin?
Just like the name implies, Salesforce admins rely on Salesforce to solve business problems. A Salesforce admin exists to help organizations maximize their use of Salesforce to achieve their business goals—increasing sales and boosting the business as a result. Therefore, this role requires a professional who can not only be the go-to expert on all things Salesforce as a technology but who also has savvy business analysis skills. Because such a specific combination of skills are required for this role, finding the right Salesforce admin is no easy feat.
They key thing to remember is that this role goes beyond just the day-to-day maintenance of technology and covers thinking on a high level about overall business problems. A Salesforce admin must also be able to educate executives and employees on how to get the most out of the platform and help them solve problems they couldn’t fix on their own. This means that an efficient Salesforce admin has to understand all of the moving parts of a business as a whole, including:
- Customer Service
- and more.
Salesforce Administrators can fall under a number of departments depending on the company structure and not only for sales as the name might imply. In fact, it may be a challenge at times for senior level people in a company to know where to place the Salesforce admin as it is often a role that interacts with many departments.
As a Salesforce admin is a very dynamic role, it often requires someone with a bachelor’s degree, Salesforce certifications, and relevant experience. They should also be able to understand internal and external business processes as well as the complex tools that integrate with Salesforce.
Top Qualities of a Salesforce Admin
A good Salesforce admin is able to wear multiple hats and take on several different responsibilities and duties at once. Here are some of the most important qualities of a Salesforce admin:
They know how to work with a team
A Salesforce admin can often be a very singular role. A trap that Salesforce admins often fall into is wasting time constantly explaining their role and responsibilities to people instead of focusing on the ways Salesforce can help improve the business and its departments.
A good Salesforce admin should be able to find someone within the company, preferably in a senior level role, who can advocate for Salesforce and help champion the mission of the Salesforce admin. That way, the Salesforce admin can focus on optimizing business processes and training employees through the platform.
They are efficient communicators
Salesforce admins are good at communicating with users and executives. They can translate complex ideas regarding Salesforce technology and tools into understandable formats for all team members to understand. They can effectively help train people on how Salesforce works and make valuable recommendations for how to improve the overall user experience with Salesforce.
They can discover new solutions
Salesforce admins are able to assess the needs of different teams and move forward with researching specific tools that will work a given purpose. Administrators are able to gather all of the requirements needed from the team, go into the AppExchange and narrow the list to a few tools that will work to serve a specific functionality. From there, team members can “try on” these tools and the Salesforce admin can conduct demos for those teams that need the solution.
They have deep Salesforce knowledge
The day-to-day running of Salesforce requires a lot of work on its own, and a Salesforce admin can dig deep into the platform to make sure things are running smoothly, troubleshoot any problems, and know where to look on the platform to check for potential issues.
They are teachers and trainers
Salesforce admins are good teachers. They must be able to train both in person and virtually and they need to be prepared to review tools and complex integrations a few times with the users who need help.
They are continuous learners
Like many technologies, Salesforce is an everchanging platform that is constantly getting new updates. A good Salesforce administrator is always eager to learn about new features and educate themselves on platform updates that they can then share with clients or within the companies where they are employed.
A Typical Day
A typical day in the life of a Salesforce admin can look very different depending on the projects they are working on. One day they might be concentrated on researching solutions for how to better streamline processes, another day they might be leading a series of training sessions and the next day they could be working on a new tool integration.
Here is what a typical day might look like for a Salesforce admin:
1. Checking reports and messages
A Salesforce administrator might start their day like most workers—by checking their email inbox and daily reports. They will look through the information to assess various statuses in Salesforce before any daily meetings begin. For example, if the admin sees there has been a decline in the number of opportunities in the sales pipeline, they will look into what might have gone wrong and bring it to the attention of their manager. They may also send updates to the sales and/or marketing teams as the day begins.
2. Conduct a product review or demo
A demo or product review will often be part of an administrator’s day. A product review might be needed for a number of reasons:
- The manager/VP is preparing to purchase or buy something from a third party company and the administrator needs to verify whether it is worth the purchase or if it is something that can be accomplished in-house.
- Set up a meeting with an account manager inside Salesforce to see if they can help in demo-ing the new integration to figure out whether to purchase the new tool or go another route.
3. Conduct user training
Salesforce admin will often be working on integration or other custom projects in Salesforce. Once they’ve completed a project and have done some testing, they need to train the team on the new update. It could be one-on-one training, within a small team or with an entire department, but training the everyday users of Salesforce is a regular part of the Salesforce admins day.
Something the Salesforce admin will also do in terms of training is analyzing data and reports collected over a period of time and make suggestions for how teams can do better in using Salesforce more effectively. Training also presents an opportunity for users to ask questions about specific issues they are experiencing in Salesforce so the Salesforce admin can help explore resolutions with them.
4. Case management
The Salesforce administrator will have queries or cases brought up by the users of the company that the admin will have to fix. As a rule of thumb, most admins stick to a 24-48-hour period to fix cases.
Managing cases might include putting a custom report together for a team manager, repairing a technical issue, doing a brief one-on-one meeting with a team member looking for specific information, or discovery meetings to determine how to get a specific insight or result from Salesforce. They may also use this time to go through a running to-do list of necessary updates and changes to make sure some those items are taken care of.
5. Integration and Testing
There may come a point in the day when a Salesforce administrator has to follow through on getting a new integration set up or conducting a few rounds of testing to make sure new integrations are set up properly. They will then need to test the integration with users within the company to make sure the integration works for the purposes for which it was intended.
6. Prepare and review projects
A Salesforce administrator may spend the rest of their day prepping for upcoming meetings and/or projects and reviewing newly implemented projects. They will likely have a sandbox or two they are working on for specific needs of different team members in the company. For example, say a marketing event manager is looking to track leads from different events. The Salesforce administrator reviews the process for this in Salesforce, creating a report, and test the functionality to make sure it is meeting the required expectations.
The Salesforce admin might finish the day off by wrapping up these items they are working on and creating a list of action items for the next coming days.
Finding the Right Salesforce Admin with Vantage Point
At Vantage Point, we offer a suite of Salesforce consulting services and we will work as your Salesforce Administrator. We begin by understanding what your greatest challenges and business goals are so we can come up with a robust plan to get optimal results from Salesforce for your business.
We can support your business in using Salesforce in the following ways:
- Supporting ongoing Salesforce needs
- Working with the different teams and departments of your organization
- Taking care of admin responsibilities and duties
- Consulting and training
- Offering an array of creative service packages;
- and more.
Find out more here if you would like to see what Vantage Point can do specifically for your business as a Salesforce admin.
We hope this post has been helpful in giving you a better idea of the ways a Salesforce Admin can help improve your business and what the typical day of a Salesforce admin looks like.