The Salesforce playbook for operations teams.
Operations teams own the workflows that span every function. We help operations leaders design and automate the processes that turn customer demand into delivered value, from order management to logistics to service delivery, with the systems and AI that scale them.
- 12 chapters
- 5 day-to-day workflows
- 4 products in depth
- 7,412 words
What's inside.
Written by our Salesforce consultants for operations teams. Read it start to finish or go straight to the chapter you need.
Salesforce for operations teams: where it pays off
6 patterns that work for operations teams, and the platforms we connect.
The problems Salesforce has to solve
The 6 problems a design has to solve, and 4 methods we use on them.
A week in Salesforce: the workflows that matter
5 day-to-day workflows to test any design or demo against.
The Salesforce products, in depth
Salesforce Field Service, Salesforce Service Cloud, MuleSoft, Salesforce Agentforce: capabilities, when each fits, and buyer questions.
How to roll it out
4 first decisions, plus step-by-step rollout plans for the main products.
The systems to connect
18 systems operations teams most often connect to Salesforce.
Compliance and governance
6 obligations to design for from the start.
What to measure
11 measures, with a baseline worksheet.
Mistakes to avoid
The errors we are most often called in to fix, and what to do instead.
Questions teams ask
5 questions operations teams ask before and after go-live.
Results from our projects
6 results from Abstrakt Solutions projects.
Next steps
Free assessments and how to reach a consultant.
Two of the workflows inside.
What operations teams actually do in Salesforce when it is set up well. The playbook covers 5, plus rollout plans, metrics and mistakes to avoid.
Get the full playbook →- Order exception triageWhen an order fails a credit check, hits a stock shortage or carries a bad ship-to address, Salesforce Order Management raises an exception and a Flow opens a queue item for the right coordinator. The coordinator sees the account, the original quote and prior exceptions on one screen, fixes the issue and releases the order without chasing sales for context.
- Sales-to-delivery handoffClosing an opportunity in Sales Cloud triggers a Flow that creates the onboarding or fulfillment record, copies scope and special terms, assigns an operations owner and schedules a kickoff task. Nobody retypes the deal, and the delivery lead can open the original opportunity to read exactly what the customer was promised before the first call.
Who wrote it.
Abstrakt Solutions is a Salesforce Select partner based in St. Louis, with 108 Salesforce certifications and a 4.95 out of 5 rating from 92 reviews on Salesforce AgentExchange (formerly AppExchange).
