Salesforce Customization and Configuration Best Practices

Revolutionizing Customer Experiences with Salesforce Einstein AI

Introduction

Salesforce, a leading customer relationship management (CRM) platform, offers robust configuration options that empower organizations to tailor the platform to their unique requirements.

To maximize its potential, organizations must consider their unique objectives and business requirements. While both Salesforce customization and configuration play vital roles in optimizing the platform, businesses may not need both simultaneously.

This guide will help differentiate between Salesforce customization and configuration, allowing the customer to determine which approach best aligns with their business needs.

Understanding Salesforce Configuration vs. Customization

The fundamental difference between Salesforce customization and configuration lies in how the platform is adapted:

1. Configuration

It involves modifying settings and using built-in features without modifying the core code. It is ideal for businesses looking to optimize workflows, enhance efficiency, and implement process automation without much development efforts.

2. Customization

It requires coding and development to introduce new functionalities that are not available in the default Salesforce CRM setup. This approach is useful when businesses need specialized functions that configuration alone cannot provide.

Let’s explore both in more detail.

Salesforce Configuration: Best Practices

Salesforce configuration leverages out-of-the-box functionalities to tailor the CRM system to suit the needs of the business. Instead of writing custom code, businesses can adjust settings within the Salesforce interface to align with their unique processes. Configuration enables organizations to enhance productivity, streamline workflows, and improve user experience without extensive development efforts.

Examples of Salesforce Configuration:

1. Adding or modifying fields
2. Installing apps from AppExchange
3. Creating record types
4. Adding objects or tabs
5. Configuring new permissions
6. Designing new page layouts
7. Setting up email templates
8. Defining workflows and automation
9. Building reports and dashboards
10. Adjusting the user interface

Required Expertise:

Configuration is generally more accessible than customization. While basic understanding of Salesforce Admin functionalities is needed, businesses will benefit from hiring a Salesforce Consulting Partner in Australia to manage through the process.

Salesforce Customization: When and Why Your Business Needs It?

Salesforce customization involves developing new functionalities that extend beyond the platform’s default capabilities. It requires coding and technical expertise to build features tailored to a business’s unique processes. Organizations typically opt for customization when configuration alone does not meet their specific requirements.

Examples of Salesforce Customization:

1. Writing Apex code to create custom functionalities
2. Developing triggers for automation
3. Building custom web applications within Salesforce
4. Adding advanced JavaScript features
5. Creating Lightning Components
6. Modifying UI with CSS
7. Integrating third-party solutions

Required Expertise:

Customization demands technical expertise, often requiring a Salesforce App Builder, Platform Developer, or Implementation Partner to ensure proper execution.

How to Determine Whether the Business needs Salesforce Configuration or Customization

To analyse whether the business requires Salesforce customization or configuration, these best practices can be followed:

1. Define the Business Goals

Clearly outline the vision and objectives of the customer. Consider what functionalities are essential versus what are nice to have. Ask the customer to answer the following questions:

What business outcomes are they aiming for?
Do they need additional functionalities or just optimizations?
What will drive business growth and efficiency?
What is the allocated budget and time?

A Salesforce Consultant can help align the customers goals with the right approach.

2. Identifying Current Capabilities vs. Gaps

Assess the functionalities available in the default or existing Salesforce setup. List out business needs of the customer and distinguish between immediate necessities and future enhancements. If the default settings meet the customer requirements, Salesforce configuration is adequate. However, if the custoemr needs additional functionalities, Salesforce customization is required.

3. Evaluate the Team’s Expertise

Do they have Salesforce experience in-house? If not, sensitise them about the need to work with a Salesforce Implementation Partner in Australia to determine the best implementation strategy. Configuration may require minimal training, whereas customization demands specialized technical knowledge.

4. Prioritize User Experience

Customer (end users) should be at the center of any Salesforce configuration or customisation to ensure that any modifications will enhance their workflow rather than complicating processes.

Ask specific questions like:

What challenges do they face?
Which tasks are time-consuming?
How can the operations be streamlined?
Are there communication bottlenecks?

Gathering user feedback and extensive testing can help refine the final implementation process.

5. Start Simple and Scale Over Time

As per our experience, it is best to begin with Salesforce configuration and exploit all built-in tools before considering customization. Once the platform’s default capabilities are completely exhausted, the custom developments can be explored to scale the business effectively.