A Partner Readiness Guide to Deliver Like Salesforce

Access Deliver Like Salesforce knowledge, templates, tools, enablement and support throughout this guided journey.

A Partner Readiness Guide to Deliver Like Salesforce Salesforce Best Practice Delivery Methodology

Welcome to Deliver Like Salesforce A Partner Readiness Guide on Salesforce Delivery Methodology About the contents of this learning journey ● This readiness guide is intended as a supplementary guide to the formal Project Management Success Course on Partner Learning Camp. ● The primary target audience is Partner Project Managers; however, it includes references to primary technical methods, activities, and templates but is not exhaustive. ● Partner Project Managers should use the methods and key activities referenced in this guide as required within the scope of a live customer project/program. ● The contents of this guide are not fully inclusive of the oﬃcial Salesforce Professional Services Methodology across every role and should be used as a guideline only. ● All document templates are examples only and should be reproduced in your organization's branded format. ● Salesforce makes no representations and gives no warranties of any nature in respect of this information, including but not limited to the accuracy or completeness of any information or opinions contained herein.

A Partner Readiness Guide to: Deliver Like Salesforce Access Deliver Like Salesforce knowledge, templates, tools, enablement and support throughout this readiness guide. To get started, simply click on the arrow button or use the right hand navigation. 1 4 2 3 5 Deﬁne Design Deliver Deploy Discover Iteratively build, conﬁgure and Discover the customers business, Deﬁne engagement details, Initiate solution design activities, Deploy the solution to production test the solution, including problem space, key stakeholders desired business outcomes, prepare necessary platform environments and migrate reusable elements, to deliver and sponsors, gather capabilities required for solution proposed scope, preparing required data; transition to the business outcomes. Prepare requirements, and explore delivery alongside preparing for required plans, and agreeing on target operating model; provide enablement plan to support potential solutions. organizational change. high-level architecture. hypercare. long-term adoption. 1-6 Inclusive 6 Monitor & Scale Control Questions? JOIN the Oﬃcial: Partner Report on business performance, Manage the engagement in Delivery Readiness Group insights and recommendations. terms of plans, costs, scope, and post your question. Continue to scale solution to timelines, risk at every stage to exceed business expectations. ensure that the desired business Identify new opportunities to outcomes are realized. JOIN Now > maximise business value.

Discover Phase 1 Deliver Like Salesforce Methodology

The key activities listed are a VER DISCO reference guide on best practices, in no particular order, and serve as recommendations depending on the project scope. Introduction Key Activities The discover phase of a project is an initial stage focused on understanding the customers business, problem ❏ Internal Kick Oﬀ Meeting space, gathering requirements, and exploring potential ❏ Introductory Customer Meeting solutions. This phase helps to minimize risks, align stakeholder expectations, and set a clear direction for ❏ Stakeholder Interviews subsequent project stages. ❏ Stakeholder Analysis/Engagement Plan ❏ Discovery Workshop Objectives ❏ Essential Discovery Documentation ❏ Business Value Realization What’s involved ? ❏ Initial Risk Assessment multiple lines of ● Ensuring that everyone understands the engagement by ❏ Program Charter placeholder content deﬁning the vision and the beneﬁts ❏ Customer Org Assessments ❏ Customers Salesforce Support Plan Why is it important ? ❏ Project Management Tools ● This phase ensures that there is transparency, clarity and alignment on what the engagement is about and what it is due to deliver to the business

VER DISCO Internal Kick Oﬀ Meeting Secure detailed and focused knowledge transfer from the Sales team to Professional Services to achieve alignment, clarity, and motivation within the project team. Sets the tone for the project and fosters a shared commitment to its success. How To Perform The Internal Kickoﬀ meeting is conducted after the Sales to Delivery handoﬀ meeting takes place and prior to any customer kickoﬀ or pre-kickoﬀ meetings are scheduled. The Project Manager/Program Manager is responsible for scheduling and leading the Internal Kickoﬀ meeting once all of the project team members have been identiﬁed and assigned to the project. In preparation for the meeting, the Project Manager/Program Manager will gather and share all the engagement related information and artifacts with the project team; as well as create the internal kickoﬀ deck that will be used to conduct the meeting. The meeting agenda along with all relevant links should be included in the meeting invite.

VER DISCO Internal Kick Oﬀ Meeting The main purpose of an internal project kickoﬀ meeting is to align the project team and set clear expectations for successful project delivery to ensure customer success. Deﬁned Outcomes Purpose To onboard the wider project team and get all up to speed on: ❏ Shared understanding of project goals, objectives, scope, and expectations ● Project Overview: Goals, objectives, scope, and purpose. ❏ Team building and motivation ● Project Team: Deﬁne team roles and responsibilities. ❏ Clarity on Roles and Responsibilities ● Project Plan: Review the project plan and deliverables. ❏ Project Overview ● Project Risks & Mitigation: Identify initial risks, assumptions, ❏ Project Timeline and decisions for the RAID log. ❏ Risk Awareness ● Project Logistics: Meeting schedules, communication tools, ❏ Introduction to project tools and processes and other practical details. ❏ Discussion of Constraints and Dependencies ● Project Communication: Deﬁne communication plan ❏ Next steps and action items ● Q&A and Next Steps: Address questions and outline next steps. Communication Plan Template SOW Template | WBS with Gantt Project Kick Oﬀ Template Best Practice Tools & Templates Risk & Issue Log Template PM Tools (Appexchange) Roles & Responsibilities Matrix (RASIC)

VER DISCO Introductory Customer Meeting The initial meeting between the customer and the team is a critical moment on the engagement where we aim to align on engagement expectations and establish a positive relationship with the customer. How To Perform This is a relatively informal initial call with the customer to introduce the team, the overall engagement, and to start building relationships. An introductory email should be sent to the customer explaining the purpose of the meeting and oﬀering some times/dates that would work in your diary. The customer should then work with you to schedule the meeting before the engagement begins. This initial meeting should not need to be scheduled for more than 1 hour and, in many cases a 30 minute meeting can work well with a follow-up meeting scheduled if necessary. It is not necessary to formally present the deck template given below but it can be a good way to organize your thoughts and provide more of a talk track for the meeting. Of course, important items could be presented and discussed with the customer throughout the meeting. When preparing for the initial meeting, reﬂect on how you and the team will begin to build trust with the customer. We believe there are four components of trust: Competence, Reliability, Integrity, and Empathy. Consider how you will demonstrate these during this initial meeting with the customer. Click here to read more about Salesforce's perspective on Trust.

VER DISCO Introductory Customer Meeting The purpose and objectives of this session are detailed below along with accompanying tools, templates and other best practice resources to ensure your success. Deﬁned Outcomes Purpose This meeting is designed to introduce the engagement team to the ❏ Team introduced to customer customer using a relatively informal process. It allows the ❏ Agreement on high level scope Project/Program Manager to review their understanding of the ❏ Agreement on delivery methodology engagement and begin to establish trust with the customer through: ❏ Alignment on roles and responsibilities ❏ Initial alignment on ways of working ● Team introductions and clariﬁcation of roles and responsibilities ❏ Production of high level slide deck (see below template) ● Review of the high level scope, assumptions, dependencies, risks, ❏ Positive rapport and trust between the team and the customer cost and timelines (if applicable/known) ● Discuss delivery methodology and ways of working Pre-Req: Internal Knowledge Transfer (IKT) from sales (for more information reference Internal Kick oﬀ) prior to customer meeting. Introductory Customer Meeting Deck Template Best Practice Tools & Templates Roles & Responsibilities Matrix (RASIC)

VER DISCO Stakeholder Interviews Stakeholder Interviews are a semi-structured conversation with individuals across various groups who have vested interested in the project. The goal of stakeholder interviews are to gather insights to drive the project's success and identify inﬂuencers both positive and negative within the organization. How To Perform Stakeholder interviews can be done in small groups, one to one sessions and/or via online surveys. This technique works best when done by one or two interviewers and one or two participants. Large groups of participants can get unruly. However time may not be on your side to run all interviews in small groups. Steps to Perform Stakeholder Interviews 1. Identify Stakeholders to interview across the organization (Executives/Sales/Marketing/IT/Support) 2. Conﬁrm/validate Stakeholder list with Customer Project Sponsor 3. Develop interview questions through directed topics (refer to Stakeholder Interview Sample Questions) 4. Test interview questions with internal team, gain feedback, reﬁne if needed throughout the interview process 5. Collect information by taking notes and audio or video recordings. In some instances, this might be best done during the interviews

VER DISCO Stakeholder Interviews Stakeholder interviews are critical to success. Omitting this process increases the risk that solutions will be IT-centric and may not truly enable end-user needs, or address their concerns, which highly impacts the adoption of the tool. The client may also miss out on an opportunity to improve existing processes and may simply enable ineﬃcient processes that already exist. Deﬁned Outcomes Purpose ❏ Stakeholder Identiﬁcation ● Gain a well-deﬁned understanding of the people who will be ❏ Stakeholder Roles and Responsibilities impacted by the change/project ❏ Stakeholder Inﬂuence and Power ● Mitigate the eﬀect of stakeholders with a negative view of the ❏ Stakeholder Interests and Expectations program ❏ Stakeholder Communication Needs ● Encourage the active support of stakeholders with a positive ❏ Stakeholder Engagement Levels view of the program ❏ Identiﬁcation of Potential Risks ● Group stakeholders into categories that can be leveraged ❏ Analysis of Relationships and Interdependencies during engagement planning ❏ Stakeholder Mapping ● Understand gaps that exist to adopting behavior changes and ❏ Stakeholder Engagement Strategy new ways of working Stakeholder Interviews Sample Questions Best Practice Tools & Templates Stakeholder Engagement Plan Template

VER DISCO Stakeholder Analysis A list of stakeholders helps focus on people or organizations who have a vested interest in the change this project will bring to the organization. Identiﬁcation of inﬂuencers, positive or negative support, for the change can be identiﬁed. How To Perform ● Gather Information ○ Conduct workshops, focus groups, interviews, and surveys. ○ Research historical information and online sources. ○ Consult org charts, LinkedIn proﬁles, and team insights. ● Categorize Stakeholders ○ Use criteria like interests, power, and resistance to change. ○ Plot stakeholders on a 2x2 matrix: ■ 1 Top Right: High inﬂuence/interest – manage closely. ■ 2 Top Left: High inﬂuence, low interest – keep satisﬁed. ■ 3 Bottom Left: Low inﬂuence/interest – monitor minimally. ■ 4 Bottom Right: Low inﬂuence, high interest – keep informed. ● Develop Engagement Strategy ○ Outline strategies for each category. ○ Record insights in the Stakeholder Engagement Plan. ○ Prioritize activities like meetings, workshops, and communications.

VER DISCO Stakeholder Analysis The stakeholder analysis will help elaborate tactics and develop activities for the stakeholder engagement and overall change management of the project to ensure success. Deﬁned Outcomes Purpose ❏ Stakeholder Identiﬁcation ● Gain a well-deﬁned understanding of the people who will be ❏ Stakeholder Roles and Responsibilities impacted by the change/project ❏ Stakeholder Inﬂuence and Power ● Mitigate the eﬀect of stakeholders with a negative view of the ❏ Stakeholder Interests and Expectations program ❏ Stakeholder Communication Needs ● Encourage the active support of stakeholders with a positive ❏ Stakeholder Engagement Levels view of the program ❏ Identiﬁcation of Potential Risks ● Group stakeholders into categories that can be leveraged ❏ Analysis of Relationships and Interdependencies during engagement planning ❏ Stakeholder Mapping ● Understand gaps that exist to adopting behavior changes and ❏ Stakeholder Engagement Strategy new ways of working Stakeholder Engagement Plan Template Best Practice Tools & Templates Stakeholder Map Framework

VER DISCO Discovery Workshop Plan and execute a series of workshops with the customer to gain a better understanding of the customer and capture requirements for the engagement. How To Perform The Discovery workshop(s) should involve the entire project team to ensure everyone understands the customer requirements and gains valuable context. The Project Manager, along with the Account Executive should create a detailed agenda, schedule, and attendee list, highlighting key roles required in this session from the customer side including clarity on the objectives and outputs. During the workshops, the team leads should draft User Stories and design documents (Functional, Technical, or High-Level Design) to enhance productivity and demonstrate how stakeholder input is being incorporated into the system design. Roles involved in the Discovery Workshops ● The Project Manager and the Account Executive assess the opportunity of a discovery workshop ● The Solution Architect, and the Technical Architects prepare and deliver the workshops ● The Project Manager organizes of the logistics of the workshops Customer Centric Discovery Enablement >

VER DISCO Discovery Workshop Plan and execute a series of workshops with the customer to gain a better understanding of the customer and capture requirements for the engagement. Deﬁned Outcomes Purpose ❏ Initial user stories documented To gather requirements, details, and priorities for the project. ❏ High level functional design documented Information gathered during these sessions will be the basis for ❏ High level technical design documented building and documenting the design, writing the user stories, further ❏ High-Level design (HLD) documented deﬁning the scope of the project, and informing the deﬁnition of ❏ Essential mapping documents project success. ❏ Results analyzed and scope tailored (where possible) based on Many of these goals are met through the understanding of the "as is" current state business processes and helping to design the "to be" customer's responses future state processes. ❏ Workshop outputs documented and circulated for 1st round review and feedback User Story Creation Enablement High Level Design (HLD) Functional Design Template Best Practice Tools & Templates User Story Template Technical Design Template

Essential Discovery Documents * Gartner reported that approximately 60% of projects fail due to issues related to scope creep, lack of clear requirements, scoping and inadequate planning. Detailed business, customer and technical documentation was seen to signiﬁcantly increased success rate. Functional Design User Stories Technical Design High Level Design The High-Level Design (HLD) gives The Functional Design Document is The Technical Design Document is User stories outline the functional the senior stakeholders and intended to provide sponsors, intended to provide sponsors, requirements with enough detail to stakeholders, funders, and the management a high level view of customer IT, business users, and the estimate their size, without fully project team a high level description project team a high level description how the system will look and operate deﬁning them. of the functional business needs that of the planned technical at the end of the project. It covers: This helps quantify the amount of the solution will address. components and architecture of the work required and sizes the expected ● Architecture solution. This document must be suﬃcient for solution. This baseline is essential for ● Hardware stakeholders to understand and This document must be suﬃcient for release planning and tracking ● Networking agree to the business needs the stakeholders to understand and progress against the expected scope. ● Software modules and project will deliver. agree that it is reasonable and will ﬁt components within the context of the customer's environment. ● User transaction ﬂow. Technical Design Template High Level Design (HLD) Functional Design Template User Story Template Essential Mapping Documents Mapping documents such as: a project roadmap, capability map, customer journey, and architecture diagram provides a structured and detailed approach to project planning and execution, ensuring alignment with strategic goals, addressing customer needs, and managing technical complexity. Thus Facilitating informed decision-making by providing detailed insights into diﬀerent facets of the project AND Ensures all stakeholders have a common understanding and are aligned with the project’s goals and plans. Customer Journey Map Project Roadmap Capability Map Architecture Diagram * Gartner Report

VER DISCO Business Value Realization Plan Create a plan for realizing the customers desired business outcomes, mapping objectives to Salesforce capabilities. How To Perform If within scope of the project deliverables the business value realization plan will be created with the customer in planned workshops with the appropriate members of the Partner and Customer's teams. The workshops will cover all of the required topics to formulate the business value realization plan. The capabilities are linked to success metrics (measurable) which, in turn, are linked to programs and initiatives which will deliver on the success metrics. All of the programs and initiatives will have an appropriate action plan in order to deliver the appropriate business value. This means the co-creation of a mapping of solid business outcomes linked to platform capabilities in the roadmap to assist in prioritization and business justiﬁcation.

VER DISCO Business Value Realization Plan Plan and execute a series of workshops with the customer to gain a better understanding of the customer and capture requirements for the engagement. Deﬁned Outcomes Purpose ❏ Deﬁned action plan against a number of success metrics. The success metrics will provide the measurement to link the The purpose is to ensure the value of the project deliverables in eﬀectiveness of the conﬁgured application and associated driving business outcomes is understood and success metrics are functionality to business beneﬁts. deﬁned and measured. ❏ Review of the deﬁned and agreed success metrics associated A consolidated 180-day activity plan will be built out to set milestones with a program/project/workstream and review the progress. ❏ Plan to maximize the beneﬁts of using the Salesforce platform ❏ By Cloud (product) or Reporting format and schedule to be determined with partner and ❏ By using industry success metrics customer. Business Value Realization Plan Customer Centric Discovery Project Management Essentials Best Practice Enablement Enablement Tools & Templates

VER DISCO Initial Risk Assessment Creating an initial risk assessment involves identifying potential risks, evaluating their likelihood and impact, and determining mitigation strategies. How To Perform The initial risk assessment is performed using the following ﬁve step process and documented in the project risk and issue log template for review and discussion with the customer project/program lead and business sponsor. 1. Risk Identiﬁcation List all potential risks that could aﬀect the project or activity. Consider diﬀerent categories such as technical, ﬁnancial, operational, strategic, and compliance risks. 2. Risk Analysis Evaluate each risk in terms of its likelihood and impact. Use a predeﬁned scale (e.g., 1-5) to quantify these factors. 3. Risk Evaluation Determine the priority of each risk based on its risk level. Deﬁne acceptable risk thresholds and categorize risks into low, medium, and high priorities. 4. Risk Mitigation Strategies For each identiﬁed risk, outline the mitigation measures that can reduce the likelihood or impact of the risk. 5. Monitoring and Review Plan how you will monitor and review the risks throughout the project lifecycle. Determine the frequency of reviews and the process for updating the risk assessment.

VER DISCO Initial Risk Assessment The purpose of an initial risk assessment is to identify and evaluate potential risks that could impact a project, process, or organization. Early identiﬁcation and communication ensures the right allocation of time, resources and budget to mitigate. Deﬁned Outcomes Purpose Identifying risks early on ensures organizations can develop strategies Project Risk & Issues Assessment to include: ● Likelihood: Risks are rated based on their probability of to mitigate them, enhancing the likelihood of achieving the project occurring, from 1 (Rare) meaning highly unlikely, to 5 (Almost objectives and to: Certain) meaning they are almost certain to occur. ● Ensure all team members and stakeholders are aware of ● Impact: The potential impact of risks is rated from 1 possible challenges and obstacles. (Insigniﬁcant), which has negligible eﬀects, to 5 (Catastrophic), which can cause project failure. ● Allocate resources eﬀectively to address the most critical risks. ● Risk Level: Determine risk levels by multiplying likelihood and ● Create contingency plans to manage risks that cannot be impact scores. Scores range from 1-4 (Low risk), 5-9 (Medium entirely avoided, minimizing their adverse eﬀects. risk), 10-15 (High risk), to 16-25 (Critical risk). ● Identify potential cost overruns early due to risks, helping to ● Mitigation Strategies: Address risks by either avoiding them, maintain budget control. reducing their likelihood or impact, transferring them to a third party, or accepting and monitoring them closely. Best Practice Project Risk & Issues Assessment Log Tools & Templates

VER DISCO Program/Project Charter Establish the program charter based on the customers approved business case to deﬁne the purpose and the scope of a program in relation to the strategic objectives of the customer. How To Perform The program charter establishes the existence of a program, providing high-level information about its objectives, stakeholders, and overall direction. It authorizes the program and outlines the framework within which it will operate. To create the program charter, initiate request to access the customers approved business case. Review business case against initial SOW/Scope documentation. Following this review, a workshop with key business sponsors and stakeholders is required and present the program charter to include: ● Program objectives and goals ● High-level scope and deliverables ● Key stakeholders and their roles ● Program governance and organizational structure ● High-level timeline and milestones ● Assumptions, constraints, and risks ● Authorization and sign-oﬀ by sponsors or executives

VER DISCO Program/Project Charter Plan and execute a series of workshops with the customer to gain a better understanding of the customer and capture requirements for the engagement. Deﬁned Outcomes Purpose ❏ Reviewed approved Business Case The main purpose of the project charter is to establish a formal ❏ Reviewed against SOW foundation for the project, gain approval from relevant stakeholders, ❏ Workshops with project stakeholders to present/approve and provide essential information for initial project planning. ❏ Program objectives and goals ❏ High-level scope and deliverables It sets the stage for successful project delivery by ensuring a shared ❏ Key stakeholders and their roles understanding of the project's goals, scope, and key parameters. ❏ Program governance and organizational structure ❏ High-level timeline and milestones It authorizes the program and outlines the framework within which it ❏ Assumptions, constraints, and risks will operate. ❏ Document Program Charter ❏ Customer Sign Oﬀ Project Charter Template Project Management Essentials Best Practice Enablement Tools & Templates

2 VER DISCO Customer Org/Platform Assessment Assess the current state of the customer's platform, including areas such as capacity, performance, usage, security, and more before starting your project. In a Salesforce core context this is referred to as an "Org Assessment". How To Perform An org assessment is an analysis of the assets deployed to a org (production or sandbox) and their usages. It may sometimes also be referred to as a Performance/Platform Assessment. The scope of the analysis might include the following topics: Run “Org Assessment” ● Response times The Salesforce Optimizer app analyzes features in an interactive and actionable ● Limits reach format. Quickly identify issues that require immediate attention by using the ● Usage sortable list view. Read through expert Salesforce recommendations to plan ● Quality next steps OR Request a personalised coaching session here > (customer must have a premier or signature Salesforce success/support plan and partner ● Security must be a designated contact on the customer org to request a coaching ● Architecture session on behalf of the customer via a support case.) ● Data model ● Integrations How to Enable & Run Salesforce Optimizer Reports > Roles involved performing the org assessments are: Know your Customers Salesforce Success Plan + Request ● The Technical Architect or the Program Architect Designated Contact Permissions > ● The Customer Salesforce Admin/IT Lead

VER DISCO Customer Org/Platform Assessment Assess the current state of the customer's platform, including areas such as capacity, performance, usage, security, and more before starting your project. In a Salesforce core context this is referred to as an "Org Assessment". Deﬁned Outcomes Purpose ❏ Report with Insights & Recommendations on Customer Org The main purpose of the org assessment is to get visibility on the Performance and health to improve/remediate including: customers org overall performance, which may require some ❏ Response time attention/remediation prior to project kick-oﬀ. ❏ Limits status/reach The assessment also serves as a risk mitigation tactic to avoid further ❏ Usage impact during the project and provides the customer with a baseline, ❏ Quality insights and recommendations to manage their org health moving ❏ Security forward on a recommended quarterly basis. ❏ Architecture It is always advisable to run an org assessment pre- project kick oﬀ and ❏ Data model post project go live. Note: A net new customer/org will not require an ❏ Integrations assessment. How to Run the Salesforce Optimizer Org/Platform Assessment (do it yourself guide) Best Practice Tools & Templates How to Request a Customer Org/Platform Coaching Assessment (do it with me - Premier & Signature Customers)

2 VER DISCO Customer Technical Debt Assessment Assess the current state of the customer's technical debt. Admins, devs, customers and partners have an application within their Salesforce org to monitor and help reducing their technical debt to enhance performance, agility and cost savings. How To Perform The Salesforce “Org Check” is a free app provided by Salesforce on appexchange.salesforce.com. Org Check is an easy-to-install and easy-to-use Salesforce application in order to quickly analyze your/customers org and its technical debt. The scope of the analysis includes 1 application, 13 tabs as follows : ● Home ● Objects Install “Org Check” ● Custom Fields The Salesforce Org Check App analyzes the technical debt ● Public Groups within your/customers Salesforce Org. Install today to get ● Automations visibility and a baseline of technical debt issues to ● Custom Labels remediate. Recommended to run once a quarter to ● Visual Components continuously monitor and reduce technical debt across your/customers organisation. ● Apex ● Analytics ● Batches Install & Run Salesforce Org Check> ● Users - Proﬁles and Permission Sets - Roles Roles involved performing the org check assessments are also the: ● The Technical Architect or the Program Architect ● The Customer Salesforce Admin/IT Lead

VER DISCO Customer Org/Platform Assessment Assess the current state of the customer's platform, including areas such as capacity, performance, usage, security, and more before starting your project. In a Salesforce core context this is referred to as an "Org Assessment". Deﬁned Outcomes Purpose The main purpose of the org assessment prior to project kick-oﬀ is to ❏ Org Assessment Report to include: get visibility on the overall performance and technical debt which may ❏ Analysis on customer org technical debt require remediation on your customers org. If this is a net new org ❏ Insights and recommendations there is no need to complete this assessment at this stage. The assessment also serves as a risk mitigation tactic to avoid further impact during the project and provides the customer with insights and recommendations to manage their org health moving forward. It is always advisable to run an assessment post project go live. Best Practice Org Check Tool Tools & Templates

2 VER DISCO Identify the Customers Support Plan Identify your customers Salesforce support plan prior to project kick-oﬀ to check Success Plan Features, Support Inclusions and Response Times to manage customer expectations and get the best engagement with technical support. How To Perform 1 om c . e c .salesfor help 2 g ts Or our Clien o y ogin t L 3 ttings Support Se • Standard Success Plan customers can access self-guided resources from anywhere. • Premier Success Plan customers can build a path to success with specialized programs. • Signature Success Plan customers can access the most proactive and personalized Salesforce expertise.

• Standard Success Plan customers can access self-guided resources from anywhere. • Premier Success Plan customers can build a path to success with specialized programs. VER DISCO • Signature Success Plan customers can access the most proactive and personalized Salesforce expertise. Identify the Customers Support Plan Knowing your customers Success Plan empowers you to advise the customer on coaching programs they can access to upskill their Salesforce knowledge, access to experts, developer support and best practice methods to engage technical support when needed. Deﬁned Outcomes Purpose ❏ Conﬁrm your customers success plan Understanding what is included in your customers support plan ❏ Familiarise yourself with success plan inclusions/exclusions provides you with clarity on what you also have access to during the ❏ Familiarise yourself with technical support response times implementation to manage both customer and partner expectations. ❏ Discuss support plan inclusions with your customer ❏ Recommend best support plan This also serves as a risk mitigation tactic if your customer only has a ❏ Request Partner “Designated Contact” Assignment to raise cases Standard Support Plan with Online case submission only and with SF Support (customer must be on Premier/Signature) Response Times: 2 days, 12/5 (Mon-Fri)/Excludes Custom Code ❏ Manage project risk and timelines accordingly Troubleshooting. This may impact on project timelines and weekend ❏ Manage deployments accordingly deployments should issues arise. It is recommended to familiarise yourself with the success plan comparison data sheet linked below. Compare Success Plans Features & Inclusions Best Practice Find the Right Success Plan Tools & Templates

VER DISCO Project Management Tools A methodology anchored toolset with Jira at the centre to plan, collaborate, manage and track every stage of the project.

Deﬁne Phase 2 Deliver Like Salesforce Methodology

The key activities listed are a DEFINE reference guide on best practices, in no particular order, and serve as recommendations depending on the project scope. Key Activities Introduction The deﬁne phase includes project initiation activities to ❏ Review Customer Business Processes elaborate on engagement details in order to conﬁrm the ❏ Deﬁne Success Metrics desired business outcomes and proposed scope, prepare ❏ Create Statement of Works (SOW) the required plans and agree the high-level architecture. ❏ Create Activity/Deliverable Map ❏ Project Change Control Management Plan Objectives ❏ Project Governance Management Plan ❏ Project Risk Management Plan What’s involved ? ❏ Team Agreement/Ways of Working ● Deﬁning more details about the engagement multiple lines of ❏ Deﬁne Enablement Strategy/ Plan ● Preparing the required plans ● Alignment of strategies placeholder content ❏ High Level Architecture ● Preparing the teams ❏ Functional/Technical Speciﬁcations Why is it important ? ❏ Obtain Formal Customer Sign Oﬀ (move to Design) ● Allows the engagement teams to understand what the engagement involves ● Setting the terms of engagement ● Determines how best to move the engagement forward

2 DEFINE Review Customer Business Processes Discover the customer's "as is" and “to be” business processes. Analyze best practice and provide your POV. Taking existing processes like for like will not deliver value, question why if this is the case, it is vital we improve processes within the project. How To Perform The Project Manager should leads communications with the customer to request access to current documented “As-Is” business processes across all business units in scope from Sales, Service, Marketing. Any undocumented processes should be requested from the customer BU lead and a template provided. On receipt of documented business processes and prior to running groups sessions/workshops the delivery team should: ● Review current business processes across all in scope customer business units ● Map processes to Out of the Box (OOTB) salesforce Functionality ● Identify areas of improvement - highlight industry standards/recording time and eﬃciency savings ● Present “To Be” POV for review with customer BU stakeholders ● Set up groups sessions/workshops to review and sign oﬀ “As-Is” and “To Be” Business processes aligned to project beneﬁts and agreed success metrics

DEFINE Review Customer Business Processes Documenting the customer's "as is" and "to be" business processes is essential for understanding current operations, identifying improvement opportunities, aligning with strategic goals, and facilitating eﬀective change management. Deﬁned Outcomes Purpose The purpose of documenting the customer's "as is" and "to be" ❏ Identify ineﬃciencies and bottlenecks in current operations. business processes is to systematically analyze and understand ❏ Clarity on desired improvements and goals for future processes. existing operational practices and ineﬃciencies. This documentation serves as a foundational step in identifying gaps, redundancies, and ❏ Alignment of business practices with strategic objectives. areas for improvement within the organization. ❏ Streamlined workﬂows and reduced redundancies. ❏ Improved resource allocation and utilization. By outlining the desired "to be" state, it sets a clear vision for process improvements and transformation initiatives aligned with project ❏ Enhanced customer satisfaction and service delivery. goals. Additionally, documenting both states facilitates eﬀective ❏ Facilitation of organizational change and adaptation. change management by providing a roadmap for implementing new Salesforce Adoption Dashboards workﬂows that enhance eﬃciency, productivity, and overall business performance. Business Process Template Best Practice Tools & Templates

2 DEFINE Deﬁne Success Metrics Deﬁne and agree with the customer and project team what a successful conclusion to this project will look like. Deﬁne the metrics that will allow us to measure the projects success against those objectives. How To Perform The Project Manager should drive discussion and deﬁnition of success criteria and metrics, assisted by the Solution Architect (SA). Success criteria and success metrics should be included in the Project Management Plan. ● During the planning period, conduct discussions regarding project success, expected outcomes, and desired behaviors. ● Develop a scorecard of performance metrics that need to be managed, tracked, and socialized with program leadership to link to project beneﬁts realization and allow for real-time program adjustments to address risk. ● Include metrics that measure: ○ Business Performance - Sales/Service/Marketing. ○ Adoption / user engagement and system usage: speed of adoption, ultimate utilization, and proﬁciency. ○ Realization of expected business beneﬁts. ● Deﬁne the measurement approach for success metrics. Determine how the data will be captured and reported.

DEFINE Deﬁne Success Metrics Deﬁning success metrics early in a project ensures clear objectives, guides planning, and enables eﬀective measurement and communication of progress. Success metrics also help to make key decisions in project delivery. Deﬁned Outcomes Purpose ❏ Identify As-Is and Target Success Metrics We need to know what success looks like once the project is complete ❏ Success Metrics Agreed with Stakeholders so that we can get there together. ❏ Determine how the success metrics will be captured/reported This includes an understanding of vision, case for change, and ❏ Deﬁne Data Sources and Reporting Tools business objectives, that are backed by a set of measures that indicate ❏ Deﬁne Data Owners and Reporting Schedule success. ❏ Customer Sign Oﬀ on Success Metrics These metrics should drive requirements / priorities, decision making, ❏ Update SOW to include Success Metrics and human-centered change management initiatives. Salesforce Adoption Dashboards Success Metrics Template Salesforce CRM Dashboard Pack (Sales/Service/Marketing) Install FREE Salesforce Org Assessment Tool Salesforce Lead & Opportunity Management Dashboards Dashboards Salesforce Data Quality Analysis Dashboards

2 DEFINE Create SOW (1 of 3) Creating a Statement of Work (SOW) involves outlining the speciﬁcs of a project to ensure clear communication and expectations between all parties involved. Here’s a detailed guide to the chapters that are typically included in a SOW: How To Perform 1. Introduction 4. Deliverables ● Purpose: A brief overview of the document's intent. ● Description: Detailed description of each deliverable by project phase. ● Overview: Business needs, vision and why the project is being initiated, ● Acceptance Criteria: Standards and conditions for accepting each what problem will be solved. deliverable. ● Beneﬁts: Summary of beneﬁts this project will deliver to the customer. 5. Schedule and Milestones 2. Objectives ● Project Timeline: High-level schedule of the entire project. ● Success Metrics (KPI’s): Speciﬁc, measurable outcomes the project ● Milestones: Key points throughout the project timeline, indicating aims to achieve. major events or deliverable completions. ● Deliverables: Tangible products, services, or results expected from the ● Dependencies: Relationships and dependencies between tasks and project. milestones. 3. Scope 6. Roles and Responsibilities ● Tasks and Activities: Detailed list of tasks that will be performed. ● Project Team: List of key team members and their roles.(Inc Customer ● Inclusions and Exclusions: Speciﬁcs on what is in/not in scope roles and expected hours/% of time required) ● Assumptions & Constraints: Conditions and limitations aﬀecting the ● Responsibilities: Speciﬁc duties assigned to each role. project. ● Stakeholders: Identiﬁcation of stakeholders and their involvement.

2 DEFINE Create SOW Con’t (2 of 3) Creating a Statement of Work (SOW) involves outlining the speciﬁcs of a project to ensure clear communication and expectations between all parties involved. Here’s a detailed guide to the chapters that are typically included in a SOW: How To Perform 7. Resources 10. Project Costs ● Human Resources: Personnel required to complete the project. ● Description: Detailed description of each deliverable. ● Materials and Equipment: Any special materials or equipment ● WBS: Work Breakdown Structure to show task to complete deliverable needed. ● Resources: Personnel hours + material costs required to complete task ● Budget: Financial resources allocated for the project outside of 11. Project Governance project costs that are required to ensure success of the project. ● Decision-Making Structure: Clarify roles, responsibilities, and authority 8. Risk Management for project decisions at Exco, Steering Committee and Delivery Levels. ● Risk Identiﬁcation: List of potential risks. ● Escalation Path: Detail escalation path when Risks and Issues Arise ● Risk Analysis: Assessment of the impact and likelihood of each risk. ● Schedule: Meeting Cadence, Agendas, Chair, Artifacts, Comms Plan ● Risk Management: Strategies to reduce or manage risks. 12. Ways of Working 9. Quality Management ● Project Processes: Onboarding, Task Assignment, Time Management, ● Quality Standards: Standards and benchmarks to ensure quality. Change Requests, Escalations ● Quality Control: Procedures for monitoring and ensuring quality. ● Project Tools/Systems: Provision of access to central tools/document ● Continuous Improvement: Methods for ongoing improvement during repository the project.

2 DEFINE Create SOW Con’t (3 of 3) Creating a Statement of Work (SOW) involves outlining the speciﬁcs of a project to ensure clear communication and expectations between all parties involved. Here’s a detailed guide to the chapters that are typically included in a SOW: How To Perform 13. Communication Plan 15. Terms and Conditions ● Communication Methods: Deﬁne the channels and methods for ● Legal Requirements: Include any legal obligations and requirements. communication among stakeholders. ● Conﬁdentiality: State the policies on handling conﬁdential ● Meeting Schedule: Outline the schedule for regular meetings and information. their purposes. ● Termination: Outline the conditions under which the project may be ● Reporting: Specify the types of reports, frequency, and responsible terminated. parties. ● Payment Terms: Deﬁne the terms of payment, including schedules and conditions. 14. Change Management 16. Appendices ● Change Request Process: Describe the procedure for requesting changes to the project scope. ● Supporting Documents: Attach any additional documents that ● Change Approval: Deﬁne the criteria and process for approving support the SOW. changes. ● Glossary: Provide deﬁnitions of terms used in the SOW. ● Documentation: Detail how changes will be documented and ● References: Include references to other documents or resources communicated. relevant to the SOW.

DEFINE Create SOW A Statement of Work (SOW) deﬁnes a project's scope, objectives, and deliverables, ensuring clear understanding and alignment among all parties involved. Deﬁned Outcomes Purpose ❏ Clear Project Scope: Detailed description of what is included and excluded in The Statement of Work (SOW) deﬁnes the project's scope, objectives, the project. and deliverables, ensuring all parties understand the tasks, timelines, ❏ Speciﬁc Deliverables: Deﬁned outputs or products to be provided by the resources, and responsibilities. It helps prevent misunderstandings project. and disputes by providing a basis for measuring progress and ❏ Timeline and Milestones: Established schedule with key dates and milestones. ❏ Roles and Responsibilities: Clariﬁed duties and expectations for all parties performance. involved. ❏ Resource Allocation: Detailed listing of required resources, including Additionally, the SOW aids in managing project changes, ensuring personnel and materials. compliance, and fostering eﬀective communication and collaboration ❏ Quality Standards: Deﬁned criteria for acceptable deliverables and project among stakeholders. quality. ❏ Risk Management Plan: Identiﬁed potential risks and mitigation strategies. Salesforce Adoption Dashboards ❏ Communication Plan: Established methods and frequency of communication among stakeholders. Success Metrics Template Business Value Realization Plan SOW Template | WBS with Gantt Best Practice Tools & Templates Risk & Issue Log Template Communication Plan Template Roles & Responsibilities Matrix (RASIC)

2 DEFINE Activity/Deliverable Map Create a graphical representation of the key engagement activities and deliverables, including timeline, key dependencies and responsibilities to share with all stakeholders including customer, partner, salesforce and 3rd parties involved in the project. How To Perform Having completed the Discovery workshops, gathered all of the required information and performing an analysis of the workshop ﬁndings, an action plan and roadmap can be formulated to help the customer achieve their requirements and ensure alignment to best practices. Production of the Activity/Deliverable Map should be created by the Project Manager and presented to all parties involved in the project to include: ● Key project milestones by phase/workstream ● Project activities and deliverables by phase/workstream ● Highlights resources/owners responsible by team/phase/workstream ● Highlights constraints/dependencies on deliverables ● Includes Customer sign-oﬀ dates

DEFINE Activity/Deliverable Map The Activity/Deliverables Roadmap should be referenced daily and included in all project meetings from daily scrums to weekly progress meetings, committee meetings and executive sessions to show the project activities/deliverables and status. Deﬁned Outcomes Purpose To visually represent the overall project timeline to all stakeholders, ❏ Production of Initial Project Activity/Deliverables Roadmap including the customer, partner, Salesforce, and any third-party ❏ Presentation to all stakeholders involved in the project to gain resources with assigned activities and deliverables, to ensure eﬀective feedback/sign oﬀ from all parties communication and clarity on what is expected of them, when it is ❏ Publish and share Project Activity/Deliverables Roadmap with all project resources to access/view and comment expected, and the dependencies and impact if not delivered on time. ❏ Version controlled document updated daily/weekly on agreed cadence The Activity/Deliverable Map should be used as a reference in all ❏ Managed, updated and circulated communication by Project project meetings, from daily scrums to weekly progress meetings, Manager (Lead SI) committee meetings, and executive sessions, to present and track project status, issues, and risks. Salesforce Adoption Dashboards Sprint Project Tracker Template Project Activity/Deliverables Map Template Best Practice Project Schedule Template Tools & Templates

2 DEFINE Change Control Management Plan Describe the processes, roles and responsibilities, governing bodies, techniques, tools and metrics to address all change that are encountered during an engagement in the Change Control Management Plan. How To Perform Change control management involves establishing a systematic process to manage changes throughout a project. It begins with deﬁning procedures for requesting changes, including documenting the change, assessing its impact on scope, schedule, and resources, and obtaining approval from stakeholders. Once approved, changes are implemented while ensuring all relevant documentation and stakeholders are updated. Regular monitoring and communication are essential to track changes, mitigate risks, and maintain project alignment with objectives and requirements. It is the responsibility of the Project Manager to create the Change Control Management Plan and Change Control Log throughout the project. Creating, presenting and obtaining sign oﬀ on the Project Change Control Management Plan with key customer stakeholders in the ﬁrst step to performing this objective.

DEFINE Change Control Management Plan The purpose of the change control management plan is to ensure structured evaluation, approval, and implementation of changes while maintaining project alignment and minimizing risks. Deﬁned Outcomes Purpose The purpose of a change control management plan is to provide a ❏ Structured Process: Establishing clear procedures for structured approach for assessing, approving, implementing, and requesting, evaluating, and approving changes. ❏ Scope Management: Ensuring changes align with project scope communicating changes within a project or organization. It ensures and objectives. that changes are evaluated for their impact on scope, schedule, ❏ Risk Mitigation: Identifying and mitigating potential risks budget, resources, and quality, thereby minimizing disruptions and associated with changes. maintaining project alignment with strategic goals. ❏ Resource Allocation: Eﬃciently managing resources impacted by approved changes. By establishing clear procedures and accountability, the plan helps ❏ Communication: Facilitating clear and timely communication mitigate risks, manage expectations, and facilitate eﬀective among stakeholders regarding changes. decision-making, ensuring that changes enhance rather than hinder ❏ Documentation: Maintaining comprehensive records of all Salesforce Adoption Dashboards project outcomes. changes for accountability and future reference. Change Control Process Map Examples Change Control Management Plan Template Best Practice Tools & Templates Change Control Log Template

2 DEFINE Project Governance Management Plan Deﬁne and agree on project governance to enable timely decision-making in an agreed format and structure at regular and planned meetings. Establish escalation paths and processes to ensure mitigation of risk and impact to the project delivery. How To Perform The project governance management plan is a subsidiary of the program/project management plan. It documents the decision-making processes, and establishes controls to support the program/project in order to meet strategic and operational goals. The Project Governance Management Plan Encompasses ● Deﬁnition of roles and responsibilities (speciﬁcally related to governance) ● Escalation paths and process ● List of governance meetings, with agenda, purpose, frequency, attendees and reporting outputs ● Project decision making authority and criteria ● List of Governance key dependencies assumptions and constraints (resources, budget, operational limitations) Additional Artifacts and appendices to support the program governance meeting schedule include: change control log and the risk and issues log.

DEFINE Project Governance Management Plan The purpose of the Project Governance Management Plan is to ensure eﬀective oversight, decision-making, and alignment with project objectives through structured processes, roles, and communication frameworks. Deﬁned Outcomes Purpose ❏ Clear Roles and Responsibilities: Establishment of deﬁned roles The purpose of the Project Governance Management Plan is to and responsibilities for project stakeholders. establish a structured framework for oversight, decision-making, and ❏ Structured Decision-Making: Implementation of a formal accountability throughout the project lifecycle. decision-making process to ensure timely and eﬀective resolutions. ❏ Risk Management: Eﬀective identiﬁcation, assessment, and It deﬁnes clear roles, responsibilities, and processes to ensure that the mitigation of project risks. project aligns with organizational objectives, manages risks eﬀectively, ❏ Resource Optimization: Eﬃcient allocation and utilization of and utilizes resources eﬃciently. resources to support project goals. ❏ Enhanced Transparency: Improved transparency and The plan also sets up mechanisms for monitoring progress, addressing accountability through regular monitoring and reporting issues, and facilitating communication among stakeholders, thereby mechanisms. ❏ Stakeholder Engagement: Enhanced communication and enhancing transparency, coordination, and the likelihood of project Salesforce Adoption Dashboards engagement among stakeholders, ensuring their needs and success. expectations are met. Change Control Log Template Project Governance Management Plan Template Best Practice Project Governance Structure/Schedule/Escalation Template Risk & Issues Log Template Tools & Templates

2 DEFINE Team Agreement/Ways of Working Establish a teaming agreement to document how we agree and commit to work together. A Team Agreement enables project team members to be conﬁdent in their responsibilities and expectations to deliver on the client vision consistently. How To Perform The teaming agreement and ways of working require an initial proposal to be reviewed by key stakeholders and presented to the wider project delivery team to include: Meet the Team: Understand and align roles and responsibilities across the multiple teams/vendors. Governance: Becoming One Team aligned around the program vision! This section deﬁnes the program governance model aligned with how to set up the operating model for success including escalation processes, paths and a schedule or regular project meetings. Tools & Technology: The key tools all team members need to use to eﬀectively participate in this program including central document repositories to share key project artifacts. Communication Plan: Present the project communication plan including how communications will be sent out including who, what, where, when and why, increasing clarity and transparency on throughout the project. The teaming agreement must be published and shared in the agreed central project repository for all project resources and stakeholders to access throughout the project.

DEFINE Team Agreement/Ways of Working The purpose of a teaming agreement and ways of working is to establish a framework for collaboration, roles, responsibilities, and communication among parties involved in a joint project. Deﬁned Outcomes Purpose The purpose of a teaming agreement and ways of working is to ❏ Clear Roles and Responsibilities: Establishment of speciﬁc roles and responsibilities for each party involved, ensuring accountability and establish a clear framework for collaboration among parties involved clarity. in a joint project, deﬁning roles, responsibilities, and expectations to ❏ Improved Collaboration: Enhanced collaboration and cooperation ensure cohesive teamwork. through well-deﬁned communication protocols and teamwork guidelines. This agreement outlines the terms of partnership, including resource ❏ Conﬂict Resolution: Mechanisms for timely and eﬀective resolution sharing, decision-making processes, and conﬂict resolution of conﬂicts or disputes that may arise. ❏ Aligned Objectives: Alignment of all parties towards common goals mechanisms. By setting these guidelines, the teaming agreement aims and objectives, ensuring a uniﬁed approach to project execution. to enhance communication, foster mutual trust, and ensure that all ❏ Agreed Processes and Tools: Speciﬁcation of standardized processes parties are aligned towards common goals, ultimately leading to more and tools for project management, communication, and task Salesforce Adoption Dashboards eﬃcient and successful project execution. execution to ensure consistency and eﬃciency. Change Control Log Template Project Governance Management Plan Template Best Practice Project Governance Structure/Schedule/Escalation Template Risk & Issues Log Template Tools & Templates

2 DEFINE Customer Enablement Strategy The customer enablement strategy is the approach to providing customer employees with the necessary skills and training to support the newly implemented project. How To Perform Create Training Strategy To create a successful training strategy, ﬁrst perform training needs analysis, include business objectives, learning schedules, across the business teams in scope of the project (sales/service/marketing). Create Training Plan Create training plan in line with strategy to include business teams/individuals, set up in-person and virtual sessions, run sessions including train the trainer as required. Communicate Regularly Adopting new systems and processes can be daunting for users, especially when they are used to their existing processes. Make sure they understand the changes that are coming and how those changes will impact their daily tasks. Highlight the beneﬁts of Salesforce to motivate users, such as increased eﬃciency and convenience, to encourage adoption of the new system. Answer "what's in it for me?" Make sure to sell the beneﬁts of Salesforce to the users. Show oﬀ the eﬃciencies that Salesforce can bring to their jobs. Whether that's automatic reminders to follow up with customers, easy workﬂows for inputting customer information into Sales Cloud. Be transparent about how success will be measured This ensures that users aren't blindsided by how management reports on success metrics. Remember, if it isn't in Salesforce, the customer's executives won't be able to properly measure success and users may not get credit for the hard work that they do.

DEFINE Customer Enablement Strategy The purpose of an enablement strategy is to empower customer employees or teams with the knowledge, skills, and tools necessary to achieve success in their roles on Salesforce from day one. ❏ Deﬁned Outcomes Purpose The purpose of an enablement strategy is to strategically equip ❏ Enablement Needs Assessment individuals or teams with the necessary resources, knowledge, skills, ❏ Training Strategy Created and Signed Oﬀ and tools to eﬀectively carry out their responsibilities and achieve success in their roles or projects. ❏ Training Plan Created & Communicated ❏ Training Delivery and Facilitation It involves identifying speciﬁc learning needs, designing targeted training programs, and providing ongoing support to foster ❏ Evaluation and Feedback continuous improvement and adaptation to evolving challenges. ❏ Follow-up and reinforcement An eﬀective enablement strategy not only enhances individual capabilities but also aligns organizational objectives with the Salesforce Adoption Dashboards development of competencies that drive performance, innovation, and resilience in achieving desired outcomes. Training Plan Templates Partner Enablement on Customer Training & Motivation Best Practice Tools & Templates Enablement Strategy Template

2 DEFINE Deﬁne Architecture Principles & Guidelines The architectural & design principles will be co-created with the customer team to ensure alignment and agreement. Principles should be documented and shared with all project stakeholders to ensure visibility and agreement. How To Perform Performing architectural and design principles involves several key steps to ensure eﬀective implementation and adherence throughout the project including: Deﬁne Principles: Identify and articulate core architectural and design principles that align with the project's goals, requirements, and constraints. These principles should guide decision-making and shape the overall architecture and design. Document Principles: Document the principles clearly and concisely, ensuring they are accessible to all stakeholders involved in the project. This documentation should outline the rationale behind each principle and provide examples of how they apply in practice. Educate Stakeholders: Communicate the principles to relevant stakeholders, including architects, designers, developers, and project managers. Ensure they understand the importance of adhering to these principles and how they contribute to the project's success. Apply Principles: Integrate the principles into the architectural and design processes from the outset. Use them as criteria for evaluating design options, making trade-oﬀs, and resolving technical challenges throughout the project lifecycle. Review and Reﬁne: Regularly review the principles to ensure they remain relevant and eﬀective as the project evolves. Solicit feedback from stakeholders and update the principles as needed to reﬂect changing requirements or emerging best practices. Enforce Compliance: Establish mechanisms to monitor and enforce adherence to the principles. Conduct reviews and audits to assess compliance and address any deviations promptly. Iterate and Improve: Continuously improve the architectural and design principles based on lessons learned from project implementations. Encourage a culture of continuous improvement and adaptation to optimize outcomes.

DEFINE Deﬁne Architecture Principles & Guidelines The goal of deﬁning Architecture Principles & Guidelines is to limit the amount of customization on the platform so that it does not negatively impact business functions. Deﬁned Outcomes Purpose The goal is to limit the amount of customization on the platform so ❏ Workshop(s) will be run to ascertain the required information to that it does not negatively impact business functions. However, if deﬁne the architectural standards and principles customization is to be used then it must follow the best practices for ❏ The Architect Standards Document will be completed and shared the platform and the agreed coding standards. with the customer for review and sign oﬀ to include: ❏ Agreed balance between conﬁguration and customization Deﬁning architecture principles and guidelines serves to create a ❏ Identify appropriate automation tool(s) - for more information structured approach for making decisions that guide the design, refer to Automation Recommendations and Decisions implementation, and evolution of systems and solutions within the ❏ How to support multiple business units within one org customers organization. ❏ Recommendations for architecture and design principles ❏ Review of best practices and design considerations NOTE: Salesforce cannot support custom solutions and any custom solution is at the Salesforce Adoption Dashboards ❏ Managing Large Data Volumes (LDV) sole discretion of the customer. Salesforce releases and updates may break/impact custom solutions. Please always check Appexchange for alternative plugins and ❏ Architectural principles signed oﬀ by customer connect with your Salesforce AE/PAM before proceeding. Salesforce Architecture Standards Salesforce Best Practice for Deployments with Best Practice Salesforce Automation Recommendations Large Data Volumes Tools & Templates Salesforce Architecture Principles

2 DEFINE Functional & Technical Design Create Functional and Technical Design Document to capture the proposed solution at high level, but suﬃcient to allow sponsors, customer IT, business users, and the project team to understand and agree with proposed approach. How To Perform The Lead Project Architect works with the customer In the Discovery Phase to understand: The business situation through discovery sessions and analysis of information regarding the customer and the needed solution to: 1. Document - the functional and technical requirements in the Functional & Technical Design Document. 2. Review - the Functional and Technical Design Document with the project core team and adjusts as necessary. 3. Communicate - PM sends the Functional and Technical Design Document to the appropriate customer stakeholders 4. Collaborate - PM and Lead Architect walk the customer through the document and adjust it as needed. 5. Obtain Sign Oﬀ - Salesforce PM obtains customer sign oﬀ from customer PM and project sponsor.

DEFINE Functional & Technical Design The purpose of a functional and technical speciﬁcation document is to outline requirements, features, and technical details for the development of a system or software. Deﬁned Outcomes Purpose ❏ Clear Scope Deﬁnition: Detailed description of project objectives, A functional and technical speciﬁcation document serves to deﬁne features, and functionalities to ensure alignment with stakeholder expectations. the detailed requirements, functionalities, and technical speciﬁcations ❏ Guidance for Development: Provides developers with clear necessary for the development and implementation of a system or requirements and technical details, minimizing misunderstandings and software solution. accelerating development. ❏ Basis for Testing: Serves as a reference for testers to validate that the It acts as a comprehensive blueprint that outlines the project scope, system meets speciﬁed requirements and performs as expected. user requirements, functional capabilities, data models, architecture, ❏ Support for Decision-Making: Facilitates informed decisions on technology choices, architecture, and implementation strategies. and integration points. ❏ Alignment with Standards: Ensures adherence to organizational and industry standards, enhancing interoperability and scalability. This document not only provides clarity on what needs to be built but ❏ Documentation of Constraints: Documents constraints such as Salesforce Adoption Dashboards also serves as a reference for developers, testers, and stakeholders performance metrics, security requirements, and regulatory throughout the development lifecycle. compliance, guiding implementation and operations. Functional & Technical Design Combined Template Best Practice Tools & Templates

Customer Sign Oﬀ Obtain formal sign oﬀ to move to design To manage stakeholder expectations and project scope, review all project artifacts produced in the Discovery and Deﬁne phases. Ensure formal sign-oﬀ from customer stakeholders is tracked and shared in a central repository. ❏ Business Value Realization Plan ❏ Customer Journey Maps ❏ Program Charter ❏ User Stories ❏ Project RASIC ❏ Functional/Technical Speciﬁcation ❏ Project SOW/Cost/Timeline ❏ High Level Design ❏ Risk & Issue Log ❏ Project Roadmap ❏ Communication Plan ❏ Capability Map ❏ Project Success Metrics ❏ Architecture Diagram ❏ Activity/Deliverables Map ❏ Business Processes (As-Is/To-Be) ❏ Project Change Control Management Plan ❏ Project Governance Management Plan Project Sign Oﬀ Tracker ❏ Project Risk Management Plan ❏ Team Agreement/Ways of Working Please ﬁnd an example list of project documents above and add, edit as per your project/program scope.

Design Phase 3 Deliver Like Salesforce Methodology

The key activities listed are a DESIGN reference guide on best practices, in no particular order, and serve as recommendations depending on the project scope. Key Activities Introduction Initiate solution design activities and prepare necessary ❏ Run Project Kick Oﬀ teams, resources and platform capabilities that are required ❏ Run Design Workshops for solution delivery alongside preparing for the associated organizational change. ❏ Data Analysis and Migration Plan ❏ Produce Wireframes and Designs ❏ Write User Stories/Create Story Map Objectives ❏ Develop Environment Management Plan ❏ Develop Testing Plans What’s involved ? ❏ Create Platform Architecture ● Getting teams ready to work together multiple lines of ❏ Setup Code Repository ● Designing the output(s) of the engagement and placeholder content associated plans to deliver the outputs ❏ Setup Test Automation ● Deﬁning roles and responsibilities as well as associated ❏ Setup Continuous Integration standards ❏ Obtain Formal Customer Sign Oﬀ (move to Deliver) Why is it important ? ● Ensures holistic design aligned to business beneﬁts ● Alignment as to who is doing what and when

2 DESIGN Run Project Kick Oﬀ A project kick-oﬀ is essential to align stakeholders, establish a shared understanding of objectives and scope, and set the foundation for eﬀective collaboration and successful project execution. How To Perform The Project Kick-Oﬀ Deck aligns the customer and all other project stakeholders and resources on the key aspects of the engagement and includes the following: 1. Business Vision/Goals and Success Metrics - why we are doing this and what are we trying to achieve 2. Project Executive Stakeholders - org chart/list of customer executive stakeholders/decision makers 3. Project Scope - scope, schedule, methodology (include reference links) 4. Project Governance - project meeting schedule, monitoring, controls, decision makers and escalation processes 5. Project Delivery Team - who is involved in the project including roles and responsibilities (customer/partner/salesforce/3rd parties) 6. Ways of Working - project processes, collaboration tools, project tools and central repositories for documentation/code/testing/other 7. Project Master Documents - list all project discover and design artifacts documented and signed oﬀ to date. Post project kick-oﬀ the project manager should schedule ALL Project and Governance meetings/agendas, publish and share all project documents in agreed central repository and communicate to all parties via agreed project collaboration tool (Slack/Email/Other…).

DESIGN Run Project Kick Oﬀ The purpose of a project kick-oﬀ is to align all stakeholders on the project's objectives, scope, roles, and timelines, ensuring a uniﬁed start and clear communication. Deﬁned Outcomes Purpose ❏ Clear understanding of project objectives and scope A project kick-oﬀ session formally initiates a project by bringing ❏ Deﬁned roles and responsibilities for team members together key stakeholders, including team members, clients, and sponsors. Its main purpose is to align everyone with the project's ❏ Agreement on project timelines and milestones objectives, scope, and deliverables. ❏ Awareness of project deliverables and quality standards The lead project manager presents the plan, covering timelines, ❏ Established communication and collaboration protocols milestones, roles, and responsibilities, and addresses any initial ❏ Addressed initial questions and concerns from stakeholders questions or concerns. This session fosters team cohesion, sets the ❏ Enhanced team cohesion and motivation tone for communication, and builds enthusiasm, creating a uniﬁed vision and a solid foundation for successful project execution. ❏ Alignment of stakeholder expectations with project goals Salesforce Adoption Dashboards Project Kick-Oﬀ Template Best Practice Tools & Templates

2 DESIGN Run Design Workshops At design stage the preparation is oriented towards solution workshops. The topics of the workshops sessions can be functional, technical, experience design oriented. How To Perform PREPARE DELIVER ● Review discovery project documentation ● Lead workshops to understand and to challenge customer ● Request and review of customer documentation requirements (uses cases) ● Deﬁne role and responsibilities to manage the workshops ● Draft speciﬁcations ● Organize workshop logistics (rooms, equipment, ● Write minutes of meeting (actions, information, decisions) schedule, identify and secure attendees) ● Collect attendees' feedback ● Prepare content to animate workshop ● Communicate minutes of workshops ● Prepare speciﬁc artifacts (mock ups, wire frames, ● Get sign oﬀ on minutes of workshops questionnaire, survey, etc.) to deliver the workshop

DESIGN Run Design Workshops At design stage the preparation is oriented towards solution workshops. The topics of the workshops sessions can be functional, technical, experience design oriented. Deﬁned Outcomes Purpose Project design workshops aim to facilitate collaborative discussions among Detailed requirements and scope documented in: stakeholders to deﬁne and reﬁne project requirements, brainstorm innovative solutions, align on project goals, and create a shared understanding and vision for the project's design and implementation. ❏ Customer Journeys These workshops help ensure that all perspectives are considered, potential ❏ User Stories challenges are identiﬁed early, and a cohesive plan is developed to guide the project to successful completion. ❏ Functional/Technical Speciﬁcations The intent is to collect various inputs (business, technical, functional, etc.) from ❏ Wireframes customer teams to design the solution and to draft related documentations that will be the ground to build the solution. The workshop sessions will help to deﬁne or ❏ Business Processes As-Is and To-Be reﬁne the product backlog (User stories, technical/functional specs, user stories, UX Salesforce Adoption Dashboards ❏ Customer Data Sources and Owners user stories). Functional Design Template User Story Template Best Practice Customer Journey Map Technical Design Template Tools & Templates

2 DESIGN Data Analysis & Migration Plan (1 of 2) Building the data model is one of the foundational activities of any implementation. Even if the engagement uses an Agile methodology, the baseline data model and a change control process should be established early in the engagement. How To Perform Performing a customer data assessment involves several systematic steps to evaluate the quality, completeness, and usefulness of customer data. Here’s a step-by-step guide: 1. Deﬁne Objectives Identify Goals: Clearly deﬁne what you want to achieve with the data assessment. This could include improving data quality, understanding customer behavior, or enhancing segmentation. 2. Gather Data Data Collection: Collect all relevant customer data from various sources such as CRM systems, databases, transaction logs, and other data repositories. 3. Data Inventory Catalog Data: Create an inventory of all data sources and types of data available. This helps in understanding what data is available and where it is stored. 4. Data Proﬁling Analyze Data: Use data proﬁling tools to analyze the data for patterns, inconsistencies, and errors. This involves checking for duplicates, missing values, outliers, and incorrect data formats. 5. Data Quality Assessment Evaluate Data Quality: Assess the data based on dimensions such as accuracy, completeness, consistency, timeliness, and relevance. Identify data quality issues and quantify their impact. 6. Data Cleansing Clean Data: Address the data quality issues identiﬁed. This may involve correcting errors, ﬁlling in missing values, removing duplicates, and standardizing data formats. 7. Data Enrichment Enhance Data: Augment the existing data with additional information to provide more insights. This could include appending third-party data or integrating data from other internal sources.

2 DESIGN Data Analysis & Migration Plan (2 of 2) Building the data model is one of the foundational activities of any implementation. Even if the engagement uses an Agile methodology, the baseline data model and a change control process should be established early in the engagement. How To Perform Performing a customer data assessment involves several systematic steps to evaluate the quality, completeness, and usefulness of customer data. Here’s a step-by-step guide: 8. Data Segmentation Segment Data: Divide the customer data into meaningful segments based on relevant criteria such as demographics, purchase behavior, and engagement levels. This helps in targeted analysis and marketing. 9. Data Analysis Analyze Data: Perform detailed analysis using statistical methods, data mining techniques, and machine learning models to extract insights about customer behavior and trends. 10. Reporting and Visualization Visualize Data: Create reports and dashboards to present the ﬁndings of the data assessment. Use visualizations to highlight key insights and data quality issues. 11. Documentation Document Findings: Prepare a detailed report documenting the data assessment process, ﬁndings, data quality issues, and recommendations for improvement. 12. Develop Action Plan Action Plan: Develop a plan to address the data quality issues and implement improvements. This includes deﬁning roles, responsibilities, timelines, and resources needed. 13. Continuous Monitoring Monitor Data Quality: Establish ongoing data quality monitoring processes to ensure that the data remains accurate and useful over time. 14. Stakeholder Communication Engage Stakeholders: Communicate the results and action plans to all relevant stakeholders, ensuring alignment and support for the data improvement initiatives.

DESIGN Data Analysis & Migration Plan Building the data model is one of the foundational activities of any implementation. Even if the engagement uses an Agile methodology, the baseline data model and a change control process should be established early in the engagement. Deﬁned Outcomes Purpose ❏ Accurate Data Mapping: Ensuring all data elements from the existing The purpose of the Data Analysis & Migration Plan is to provide a system are correctly mapped to the new platform. ❏ Data Integrity: Preserving the accuracy and consistency of data throughout comprehensive strategy for assessing and transferring data from the migration process. existing systems to a new platform, ensuring data integrity, accuracy, ❏ Minimized Downtime: Reducing operational disruptions during the data and consistency throughout the process. migration. ❏ Risk Mitigation: Identifying and addressing potential risks and issues that This plan outlines the steps for analyzing current data structures, could aﬀect the migration. ❏ Successful Data Transformation: Eﬀectively transforming data formats and identifying potential issues, and mapping data to the new system, structures to ﬁt the new system's requirements. ensuring that all relevant information is captured and correctly ❏ Comprehensive Data Validation: Implementing validation procedures to formatted. It includes a detailed approach for data extraction, conﬁrm that data has been correctly and completely migrated. ❏ Stakeholder Alignment: Ensuring all stakeholders understand the migration transformation, and loading (ETL), along with validation procedures to Salesforce Adoption Dashboards process, timeline, and their roles and responsibilities. verify the successful migration of data. ❏ Quality Assurance: Establishing quality control measures to maintain high standards of data quality before, during, and after migration. Data Analysis and Migration Plan Template Best Practice Data Migration Mapping Plan Template Tools & Templates

2 DESIGN Wireframes & Designs Wireframing is one of the most important design activities. Wireframes, whether created on scraps of paper, a whiteboard, or in a software program, serve to establish relationships between elements such as navigation, imagery, and calls to action. How To Perform Performing wireframes involves creating a visual blueprint of a web page or application layout, focusing on structure and functionality rather than design details. Start by gathering and understanding the requirements from stakeholders to ensure the wireframe aligns with user needs and project goals. Use tools like Sketch, Adobe XD, or even simple paper sketches to create wireframes, mapping out key elements such as navigation menus, content areas, and interactive components. Ensure that each element is placed logically to facilitate user ﬂow and enhance usability. As you develop the wireframes, iterate through feedback cycles with stakeholders and users, reﬁning the layout to address any usability issues or missed requirements. Wireframes should be clear and simple, highlighting the placement and priority of content without getting bogged down by design speciﬁcs. Once ﬁnalized, these wireframes will serve as a guide for designers and developers, ensuring that the ﬁnal product aligns with the intended structure and functionality.

DESIGN Wireframes & Designs The purpose of wireframes is to visually outline the structure and functionality of a web page or application, facilitating stakeholder feedback and guiding the design and development process. Deﬁned Outcomes Purpose ❏ Clarity on Structure: Establish a clear blueprint of web page or Wireframes serve as a crucial early-stage design tool, providing a application layouts. simpliﬁed visual representation of a web page or application layout. ❏ Alignment with Requirements: Ensure designs meet stakeholder and Their primary purpose is to outline the structure, content placement, user expectations early on. and user interface elements without focusing on visual design details ❏ User Flow Visualization: Visualize and reﬁne user interactions and such as colors, fonts, or images. navigation paths. ❏ Identify Usability Issues: Highlight potential challenges to usability By presenting a clear blueprint of the interface, wireframes help for early resolution. stakeholders and designers visualize and reﬁne the user experience, ❏ Facilitate Communication: Enhance collaboration among ensuring that functionality and navigation are logically organized and stakeholders, designers, and developers. intuitive. They facilitate eﬀective communication among project ❏ Guide Development: Provide developers with functional Salesforce Adoption Dashboards teams, guiding the development process by clarifying requirements requirements and interface details. and identifying potential usability issues early on. Wireframe Creation Best Practice Best Practice Tools & Templates Low Fidelity Wireframe Example

2 DESIGN Write User Stories & Story Map Create user stories to represent the functional requirements of the solution with suﬃcient information to estimate their size, but without fully deﬁning them in detail. How To Perform Performing user stories involves several key steps to eﬀectively capture and communicate user requirements in Agile development: ● Identify Users and Roles: Deﬁne the primary users (personas) and their roles who will interact with the system or application. ● Gather Requirements: Collaborate with stakeholders, including users, product owners, and developers, to gather requirements and prioritize features. ● Write User Stories: Write user stories using a structured format: "As a [role], I want [feature] so that [beneﬁt]." Keep stories concise and focused on user needs. ● Deﬁne Acceptance Criteria: Specify acceptance criteria for each user story to clarify when a feature is considered complete and meets user expectations. ● Estimate Eﬀort: Estimate the eﬀort required to implement each user story, using techniques like story points or time-based estimates. ● Prioritize User Stories: Prioritize user stories based on business value, complexity, and dependencies to guide development iterations (sprints). ● Iterate and Reﬁne: Continuously review and reﬁne user stories throughout the project lifecycle, incorporating feedback from stakeholders and adjusting priorities as needed. ● Collaborate and Communicate: Foster collaboration between cross-functional teams by discussing user stories during sprint planning, daily stand-ups, and sprint reviews. By following these steps, Agile teams can eﬀectively capture and manage user requirements through user stories, ensuring alignment with user needs and project goals throughout the development process.

DESIGN Write User Stories & Story Map Create user stories to represent the functional requirements of the solution with suﬃcient information to estimate their size, but without fully deﬁning them in detail. Deﬁned Outcomes Purpose ❏ Clear User Needs: Articulate speciﬁc user requirements and User stories serve to articulate speciﬁc user needs and functionalities functionalities from a user-centric perspective. from a user-centric perspective, facilitating clear communication ❏ Prioritized Development: Enable prioritization of features based on between stakeholders and development teams in Agile projects. They user value and dependencies. prioritize understanding user requirements over comprehensive ❏ Improved Collaboration: Foster collaboration between stakeholders documentation, fostering collaboration and responsiveness to and development teams by maintaining a shared understanding of project goals. changing priorities. ❏ Visualized User Journey: Provide a visual timeline of user stories to map out the user journey and identify gaps or overlaps in Story mapping extends this by organizing user stories into a visual functionality. timeline, helping teams visualize the user journey, prioritize features, ❏ Iterative Planning: Support iterative development and releases by and plan iterative releases based on user value and dependencies. organizing user stories into manageable increments. Together, user stories and story maps enable teams to deliver ❏ Responsive Adaptation: Facilitate responsiveness to changing Salesforce Adoption Dashboards requirements and user feedback throughout the Agile development incremental value, maintain focus on user needs, and adapt swiftly to process. evolving project requirements throughout the development lifecycle. User Story Creation Enablement Story Maps Guidance Best Practice User Story Template Tools & Templates

2 DESIGN Environment Management Plan The Environment Management Plan streamlines the migration of work between environments, ensuring consistency by identifying purposes, tasks, resources, and frequency. How To Perform The Environment Management Plan enumerates the Salesforce orgs and related connected systems that will be used during the project in order to deliver the solution. It includes: ● The type and names of environments used for development, various forms of testing, training, and production ● Interdependencies between environments ● Salesforce Organizations, MuleSoft Anypoint Platform environments, Marketing Cloud, Heroku, etc. ● Related systems to which we will connect the orgs ● Middleware, ETL tools, endpoints, web services, back end systems, etc. ● App Exchange or other third party components that will be included in the solution ● The tools and level / method of automation used to manage synchronization between them (if any) ● Who is responsible for which tasks to keep the various environments in sync ● The cadence of synchronization across the timeline, by environment

DESIGN Environment Management Plan The Environment Management Plan streamlines the migration of work between environments, ensuring consistency by identifying purposes, tasks, resources, and frequency. Deﬁned Outcomes Purpose ❏ Resource Allocation: Clearly deﬁne and allocate resources such as The development environments that will be needed to build, test, and hardware, software licenses, and network infrastructure needed for release the solution vary from project to project depending on the size of the development, testing, and production environments. development team, customer needs, and deployment plans. Typically we ❏ Consistency: Ensure consistency across environments (development, have one or more development sandboxes, a staging sandbox to combine testing, staging, production) to minimize discrepancies and ensure code and support unit testing what's been developed together with others' accurate testing and deployment. ❏ Risk Mitigation: Identify and mitigate risks associated with code, and a test sandbox used by QA for formal testing. environment dependencies, conﬁguration drift, and compatibility issues between diﬀerent environments. A separate sandbox used for user testing is likely to be needed as ❏ Eﬃciency: Optimize resource utilization and minimize downtime by development becomes ready for hands-on use – sometimes during scheduling environment maintenance and updates during development, and nearly always following development for integrated non-critical times. testing and user acceptance testing. Another environment will also be ❏ Traceability: Maintain traceability and auditability of changes made Salesforce Adoption Dashboards needed in many cases to support training delivery. The full production to environments through version control and documentation. environment is typically very carefully controlled, with new work deployed to ❏ Compliance: Ensure compliance with organizational policies, security it only upon signoﬀ. standards, and regulatory requirements across all environments. Environment Management Plan Template Best Practice Tools & Templates

2 DESIGN Create Testing Plan A Test Plan is a detailed document describing the test strategy, objectives, schedule, estimation, deliverables, and resources required to test a software product. Test Plan helps us determine the eﬀort needed to validate the quality of the application. How To Perform It is the Quality Assurance Lead's responsibility to create the Testing Plan(s). The Project Manager is accountable for this task and should help with the deliverable. The Core Team should be consulted and the extended team should be supportive. The client team should also be consulted. The Test Plan Document Includes: ● Introduction: Project Overview/Scope and Purpose of Test Plan ● Test structure: Outline the testing team, including named resources and roles, if applicable ● Schedule: High-level schedule outlining major activities (to be kept current) ● Assumption, Dependencies, and Risks ● Testing Scope: Include in/out of scope areas and integrations ● Tools: List tools that are planned for use in the project ● Testing Environments: Outline environments, and purposes ● Testing strategy: Includes high-level approach, heuristics, entry/exit criteria

DESIGN Create Testing Plan A Test Plan is a detailed document describing the test strategy, objectives, schedule, estimation, deliverables, and resources required to test a software product. Test Plan helps us determine the eﬀort needed to validate the quality of the application. Deﬁned Outcomes Purpose To deﬁne: What are the testing boundaries around the project? This ❏ Clear Objectives: Deﬁne speciﬁc testing goals and objectives to includes: Scope, Timeline, Testing Method (manual/automation) and Tools ensure alignment with project requirements and quality standards. ❏ Comprehensive Coverage: Ensure thorough testing coverage across How is the team structured and who is responsible for what? all functional, non-functional, and integration aspects. ❏ Early Issue Identiﬁcation: Identify and address defects early in the How will technical Quality Assurance be controlled and managed? This development lifecycle to minimize rework and optimize resources. includes: ❏ Validation of Requirements: Validate features and functionalities ● Testing process and activities (unit testing, independent QA testing, test meet speciﬁed requirements and user expectations. automation, regression testing) ❏ Documentation: Document test cases, procedures, and results to ● System Integrated Testing (integrated testing with external systems, end to end maintain transparency, facilitate reproducibility, and support future scenario-based testing) maintenance. ● Defect management ❏ Continuous Improvement: Facilitate continuous improvement by ● Environment management Salesforce Adoption Dashboards incorporating feedback from testing cycles to enhance software ● Validation testing plans (from customer audit or authorization / approval quality and reliability. organizations, when required) ● UAT process Testing Plan Template Best Practice Tools & Templates

2 DESIGN Create Platform Architecture Design environment footprint to work eﬃciently and adhere to your organization's standards. Provides the customer and the engagement team a holistic view of the environment architecture needed to deliver the business beneﬁts eﬀectively. How To Perform Work with the appropriate customer team members (usually IT but Product Owner should also be involved where possible) to produce the architecture document which will outline how the environments will connect to deliver the required outcomes. This will include the overall architecture, a decision on single/multiple org implementation, an assessment of the existing environments to ensure availability and suitability, and how the implementation oversight will be carried out. The teams should take into consideration following aspects while determining the environment architecture and determining the right Org Strategy that best supports business needs: ● Time to market and speed of delivering innovation ● Complex business that requires highly customized solution leading to the high probability of hitting the governor limits ● Determine if emphasis on global processes across the business lines or process synergies are diﬃcult to achieve because business units are independent and/or acquired through acquisitions Once produced, a review meeting will be held to ensure that the appropriate engagement stakeholders have the information that they need and then sign oﬀ the document.

DESIGN Create Platform Architecture Design environment footprint to work eﬃciently and adhere to your organization's standards. Provides the customer and the engagement team a holistic view of the environment architecture needed to deliver the business beneﬁts eﬀectively. Deﬁned Outcomes Purpose ❏ Architecture Guidance of Environment Architecture Provides the customer and the engagement team a holistic view of the ❏ Existing Environments Technical Assessment environment architecture needed to deliver the business beneﬁts eﬃciently and eﬀectively. ❏ Single / multiple Org decision and justiﬁcation This architecture speciﬁcation ensures the alignment of the project delivery ❏ Existing Environments consolidation approach if required team and the customer's IT team to ensure all environments are available ❏ To Be Environment Architecture when they are needed and can "talk to each other" to facilitate deployment and testing needs. Salesforce Adoption Dashboards Architecture Diagram Examples Best Practice Tools & Templates

2 DESIGN Setup Platform Code Repository The code repository is intended to establish and initialize the toolset that will be used to do this, and to establish standards for its use throughout the project delivery lifecycle. How To Perform Example of how Salesforce set up and backup code repository Source Version Control Backup Schedule ● Git will be used as version control. ● Atlassian backs up Git repositories for the purposes of disaster recovery. Backup Schedule ● The Git repository does not need a rigorous backup ● backs up Git repositories for the purposes of schedule because every clone serves as a backup of the disaster recovery. remote. ● The Git repository does not need a rigorous backup schedule because every clone serves as a backup of the remote. Branching and Merging ● Overview - A simple branching model based on gitﬂow will Recovery Procedure be used to ensure stability of code and releases. ● The recovery procedure involves restoring the remote Git ● Workﬂow - Initial site development of core foundation and repository by cloning one of its clones. structure will be completed on a single branch dedicated to cycle1. Commit Commenting ● Features will be developed on named feature/ branches ● Commits must reference the ticket ID, title, and concise (ex. feature/storelocator). description of the updates (including what was done and where).

DESIGN Setup Code Repository The code repository is intended to establish and initialize the toolset that will be used to do this, and to establish standards for its use throughout the project delivery lifecycle. Deﬁned Outcomes Purpose ❏ Centralized Code Management: Provide a single, secure location for storing and managing all code, ensuring easy access and organization. The purpose of setting up a code repository is to provide a centralized ❏ Version Control: Track changes and maintain a complete history of code and secure location for storing, managing, and tracking code versions, modiﬁcations, allowing for easy rollback and comparison of diﬀerent facilitating collaboration among developers, ensuring version control, versions. ❏ Enhanced Collaboration: Facilitate teamwork by enabling multiple and enabling eﬃcient code management and deployment. developers to work on the same codebase simultaneously, with tools for merging changes and resolving conﬂicts. It helps maintain the integrity and history of the codebase, supports ❏ Code Integrity and Security: Protect code integrity through controlled branching and merging for parallel development, and ensures that access and permissions, ensuring only authorized personnel can make changes can be audited and rolled back if necessary, ultimately changes. ❏ Eﬃcient Development Workﬂow: Support branching and merging enhancing the overall development workﬂow and project strategies to manage parallel development eﬀorts and streamline organization. Salesforce Adoption Dashboards integration. ❏ Auditability and Traceability: Ensure all code changes are documented and traceable, aiding in debugging, compliance, and accountability. Github Essentials Best Practice Atlassian Setting Up a Repository Tools & Templates

2 DESIGN Setup Test Automation (1 of 2) Test automation uses tools to maintain test data, execute tests, and analyze results to improve software quality. When executed well, it relieves much of the manual requirements of the testing lifecycle. How To Perform Performing test automation involves creating automated test scripts using tools like Selenium and Copado as examples to execute predeﬁned test cases on the software application. The process begins with identifying repetitive and critical test scenarios suitable for automation, followed by selecting the appropriate automation framework and tools. Test scripts are then developed and organized into a test suite, ensuring they are maintainable and reusable. Continuous integration tools like Jenkins can be integrated to run these tests automatically on code changes, providing quick feedback on the software's stability. Regular reviews and updates to the test scripts are essential to adapt to evolving application features and ensure ongoing test reliability and accuracy. Automated testing is crucial because it enhances testing eﬃciency, accuracy, and coverage. By automating repetitive and time-consuming test cases, it reduces the manual eﬀort and speeds up the testing process, allowing for more frequent and consistent execution of tests. This leads to quicker identiﬁcation of defects and ensures that the software remains reliable and stable through continuous integration and delivery.

2 DESIGN Setup Test Automation (2 of 2) Test automation uses tools to maintain test data, execute tests, and analyze results to improve software quality. When executed well, it relieves much of the manual requirements of the testing lifecycle. Tools To Perform General Test Automation Tools Other Automation and Testing Tools Selenium: Widely used for automating web applications, including Mabl: An AI-driven test automation tool that supports Salesforce. Salesforce applications. TestNG: A testing framework often used with Selenium for creating Gearset: Provides automated testing capabilities as part of its comprehensive test suites. Salesforce deployment and release management features. JUnit: Another popular testing framework for Java applications, often Worksoft: Oﬀers test automation for enterprise applications, used alongside Selenium. including Salesforce. Salesforce-Speciﬁc Test Automation Tools Tools for Performance Testing Copado: A Salesforce-native solution that integrates test automation JMeter: An open-source tool used for performance testing, within DevOps processes. which can be conﬁgured to test Salesforce performance. Provar: A dedicated Salesforce test automation tool that oﬀers a code-free approach and deep integration with Salesforce. These tools help automate various aspects of testing for Tosca: A tool by Tricentis that supports end-to-end test automation for Salesforce applications, from functional and regression testing Salesforce with model-based test automation. to performance and CI/CD integration. Continuous Integration and Continuous Delivery (CI/CD) Tools Jenkins: Integrates with various test automation tools to provide CI/CD capabilities for Salesforce projects. CircleCI: Another CI/CD platform that can be conﬁgured to run automated tests for Salesforce.

DESIGN Setup Test Automations Test automation uses tools to maintain test data, execute tests, and analyze results to improve software quality. When executed well, it relieves much of the manual requirements of the testing lifecycle. Deﬁned Outcomes Purpose ❏ Increased Testing Eﬃciency: Automate repetitive and time-consuming tests to speed up the testing process and reduce The purpose of test automation is to enhance the eﬃciency, accuracy, manual eﬀort. and consistency of the software testing process by automating ❏ Enhanced Test Coverage: Achieve broader and more consistent test repetitive and time-consuming test cases. This enables more frequent coverage across various scenarios and edge cases. and thorough testing, leading to quicker identiﬁcation of defects and ❏ Faster Feedback Loop: Provide immediate feedback on code changes through continuous integration, allowing for quicker ensuring the stability and reliability of the software. identiﬁcation and resolution of defects. ❏ Improved Test Accuracy: Minimize human error and ensure Test automation supports continuous integration and delivery (CI/CD) consistent execution of test cases, leading to more reliable test practices, allowing for immediate feedback on code changes and results. reducing the time to market. Additionally, it minimizes human error, ❏ Resource Optimization: Free up testers to focus on complex and allows testers to focus on more complex testing scenarios, and exploratory testing by automating routine tests. Salesforce Adoption Dashboards ❏ Scalability and Reusability: Develop reusable test scripts and ensures comprehensive test coverage, ultimately contributing to frameworks that can be easily scaled and adapted to accommodate higher software quality and faster development cycles. new features and changes in the application. Test Automation Setup Key Steps Guide Best Practice Tools & Templates Engineering.Salesforce.com

2 DESIGN Setup Continuous Integration Continuous integration (CI) s a software development practice where developers frequently integrate their code changes into a repository. Automated builds and tests run to check for bugs before or after changes are checked in. How To Perform Many third-party CI tools are available for you to choose from. Salesforce DX easily integrates into these tools so that you can set up continuous integration for your Salesforce applications. ● Continuous Integration Using CircleCI : CircleCI is a commonly used integration tool that integrates with your existing version control system to push incremental updates to the environments you specify. CircleCI can be used as a cloud-based or on-premise tool. These instructions demonstrate how to use GitHub, CircleCI, and your Dev Hub org for continuous integration. ● Continuous Integration Using Jenkins : Jenkins is an open-source, extensible automation server for implementing continuous integration and continuous delivery. You can easily integrate Salesforce DX into the Jenkins framework to automate testing of Salesforce applications against scratch orgs. ● Continuous Integration with Travis CI : Travis CI is a cloud-based continuous integration (CI) service for building and testing software projects hosted on GitHub. ● Sample CI Repos for Org Development Model : Get started quickly with CI by cloning a sample repository from your vendor of choice. Each repo has a sample conﬁguration ﬁle and a comprehensive ` README.md ` with step-by-step information. ● Sample CI Repos for Package Development Model : Get started quickly with CI by cloning a sample repository from your vendor of choice. Each repo has a sample conﬁguration ﬁle and a comprehensive ` README.md ` with step-by-step information. ● Continuous Integration with 3rd Party Tools - Gearset : Gearset is an online tool that provides out of the box devops automation which makes a perfect ﬁt for customers who want to make their release process more eﬃcient, prevent delays due to deployments and gain time in their Go To Market Strategy and at the same time do not to invest resources on continuously adapting their devops automations as per the evolution of Salesforce Metadata API (Gearset takes care of this complexity). At EMEA North/Benelux Professional Services, we have successfully used this tool across several diﬀerent projects and created an enablement (Videos + Slides) for Architects on how to hit the ground running for CSG customer engagements. ● Continuous Integration with 3rd Party Tools - Copado : Copado Continuous Integration, feature of Copado Continuous Delivery, allow delivering changes to production in a quick and safe way. It oﬀer features that help scheduling or automate deployments and back promotions, enforcing quality gates such as validations, compliance scans and/or selenium tests. Using Webhooks, Copado oﬀers pre-built integrations with majority of the Git providers that enables automation of deployments when push is received by Git repository.

DESIGN Setup Continuous Integration Continuous integration (CI) s a software development practice where developers frequently integrate their code changes into a repository. Automated builds and tests run to check for bugs before or after changes are checked in. Deﬁned Outcomes Purpose ❏ Frequent Integration: Enable developers to merge code changes into a shared repository frequently, ensuring early detection of Modern development practices enable teams to build and deploy the integration issues. most sophisticated, engaging apps on the market. These practices ❏ Automated Testing: Automatically trigger tests upon code include continuous integration, deployment, and delivery, which allow commits, facilitating quick identiﬁcation of bugs and ensuring for short release cycles, automation, and a direct connection to the software quality. source code repository. ❏ Early Feedback: Provide immediate feedback to developers about the impact of their code changes, allowing for timely These practices are designed to enable teams to push incremental corrections. ❏ Improved Collaboration: Foster collaboration among code updates to production quickly and safely. If these methods are development teams by maintaining a consistent and up-to-date used correctly, bugs and issues show up earlier in the app lifecycle, codebase. which results in faster, higher-quality product releases. Salesforce Adoption Dashboards ❏ Streamlined Deployment: Automate deployment processes, reducing manual errors and enabling faster and more reliable software releases. Setup CICD and SFDX Enablement Best Practice Tools & Templates

Customer Sign Oﬀ Obtain formal sign oﬀ to move to deliver To manage stakeholder expectations and project scope, review all project artifacts produced in the Design Phase. Ensure formal sign-oﬀ from customer stakeholders is tracked and shared in a central repository. ❏ Data Analysis and Migration Plan ❏ Testing Plans ❏ Wireframes and Designs ❏ Platform Architecture ❏ User Stories ❏ Environment/Continuous Integration Plan ❏ Story Map ❏ Release Plan ❏ Environment Management Plan Project Sign Oﬀ Tracker Please ﬁnd an example list of project documents above and add, edit as per your project/program scope.

Deliver Phase 4 Deliver Like Salesforce Methodology

The key activities listed are a DELIVER reference guide on best practices, in no particular order, and serve as recommendations depending on the project scope. Key Activities Introduction Iteratively build, conﬁgure and test the solution, ❏ Daily Standups (one team) including reusable platform elements, to deliver desired ❏ Conduct Scrum of Scrums (multiple teams) business outcomes while preparing enablement material to support long-term adoption. ❏ Conduct Steering Committee Meetings ❏ Conduct Quarterly Business Reviews (QBR) ❏ Build & Conﬁgure Solution Objectives ❏ Conduct Usability Testing ❏ Write & Execute Test Scripts What’s involved ? ❏ Run & Support UAT ● Iterative build of the agreed solution using Agile best multiple lines of ❏ Triage, Validate and Fix Defects practices and ceremonies (stand-ups, iteration placeholder content planning etc.) ❏ GO/No-GO Customer Sign Oﬀ (Deploy Solution) ● Testing of delivery to ensure usable, high quality solutions ● Beginning of change management Why is it important ? ● Allows changes to be made during the build to accommodate business needs ● Ensures that everyone is ready for the solution delivery

DELIVER Daily Stand Ups A daily stand-up is a brief, time-boxed meeting where Agile team members discuss their progress, plans for the day, and any obstacles they may encounter. The daily stand up works for one individual agile team, whereas scrum of scrums for multiple. How To Perform It is the primary role of the scrum master to facilitate and run the daily scrum meetings in an allocated physical space. The Scrum Master's role is to ensure that the daily stand-up stays focused, eﬃcient, and on track. They help facilitate communication among team members, ensure everyone has an opportunity to speak, and enforce timeboxing to keep the meeting within its allotted time. Overview: Held within individual Agile teams, typically daily, to synchronize activities, discuss progress, and identify any impediments. Participants: Core team members including developers, testers, and Scrum Master. Focus: Each team member brieﬂy answers three questions: What did I accomplish yesterday? What will I do today? Are there any blockers? Location: Select a dedicated physical location which is central and easily accessible for all team members to join daily (usually ﬁrst thing in the morning). This location will be the same for every meeting such as a dedicated project room with whiteboards, computer/projector and key project artifacts pinned on the walls. Duration: Short and time-boxed (usually 15 minutes or less) to keep the team focused and on track. Beneﬁts: Enhances team communication, promotes transparency, and helps to quickly address issues or roadblocks. Track Action Items: Note down any action items or follow-ups that arise during the meeting, ensuring accountability for tasks mentioned. Remove Barriers: If blockers are identiﬁed, work to remove them or escalate them to the appropriate channels for resolution. Reinforce Agile Principles: Remind the team of Agile principles like commitment, collaboration, and focus on delivering value to maintain alignment with project goals.

DELIVER Daily Stand Ups A daily stand-up is a brief, time-boxed meeting where Agile team members discuss their progress, plans for the day, and any obstacles they may encounter. The daily stand up works for one individual agile team, whereas scrum of scrums for multiple. Deﬁned Outcomes Purpose The purpose of the daily stand-up is to synchronize the Agile team, ❏ Improved Team Coordination: Ensuring that everyone is aware of each foster transparency, and identify any potential obstacles or blockers other's progress and tasks, fostering collaboration and reducing that may impact progress, ensuring alignment towards achieving duplication of eﬀorts. sprint goals. ❏ Early Issue Identiﬁcation: Prompt identiﬁcation of obstacles or challenges that could impede progress, allowing for timely resolution The daily stand-up also aims to: and mitigation. ❏ Enhanced Focus and Alignment: Clarifying priorities and ensuring that ● Enhance communication and collaboration among team all team members are aligned with the sprint goals and objectives. members. ❏ Increased Transparency: Providing visibility into project status and ● Provide visibility into individual and collective progress towards progress, promoting accountability among team members. sprint commitments. ❏ Facilitated Decision-Making: Enabling quick decisions based on shared ● Facilitate quick decision-making and adjustments to plans information, supporting adaptive planning and responsiveness to Salesforce Adoption Dashboards based on real-time information. changing requirements or conditions. ● Promote accountability by enabling team members to publicly commit to their daily tasks and goals. Daily Stand Ups: How to run them Jira from Atlassian Best Practice Article - Top 11 Daily Stand Up Software in 2024 Trello from Atlassian (which also has a free option) Tools Jira and Trello are powerful project management tools from Atlassian, Jira is geared towards detailed project tracking and complex workﬂows in software development, whereas Trello oﬀers a more straightforward, ﬂexible, and visually oriented approach suitable for a wide variety of projects and teams.

DELIVER Scrum of Scrums A Scrum of Scrums is a scaled Agile technique where representatives from individual Scrum teams meet to coordinate work, discuss dependencies, and ensure alignment across larger projects or programs with multiple teams involved. How To Perform Involves several key steps to ensure eﬀective coordination and alignment across multiple Agile teams including: Setup and Preparation: Issue Resolution and Decision-Making: ● Identify representatives (Scrum Masters or team leads) from ● Identify any blockers or impediments that require resolution each Scrum team involved in the larger project or program. across teams. ● Schedule a regular meeting time that accommodates all ● Facilitate discussions to prioritize and address critical issues, teams, typically weekly or bi-weekly. ensuring decisions are made collaboratively. Agenda Setting: Action Items and Follow-Up: ● Deﬁne a structured agenda focusing on updates, ● Document action items and responsibilities for follow-up dependencies, and risks across teams. after the meeting. ● Encourage each team representative to prepare brief updates ● Ensure clarity on next steps and commitments from each on their team's progress, upcoming work, and any team representative. impediments. Continuous Improvement: Meeting Facilitation: ● Evaluate the eﬀectiveness of the Scrum of Scrums session ● Start the session with a brief overview of the agenda and regularly. objectives. ● Solicit feedback from team representatives to reﬁne ● Allow each team representative to provide their updates, meeting practices and enhance collaboration. addressing key points such as completed work, ongoing ● By following these steps, a Scrum of Scrums session helps tasks, and upcoming milestones. foster communication, alignment, and coordination among ● Discuss inter-team dependencies, potential conﬂicts, and multiple Agile teams, supporting the successful delivery of collaborative opportunities. complex projects or programs.

DELIVER Scrum of Scrums A Scrum of Scrums is a scaled Agile technique where representatives from individual Scrum teams meet to coordinate work, discuss dependencies, and ensure alignment across larger projects or programs with multiple teams involved. Deﬁned Outcomes Purpose ❏ Enhanced Coordination: Improved alignment and synchronization of The purpose of Scrum of Scrums sessions is to facilitate coordination eﬀorts across multiple Agile teams, ensuring cohesive progress towards and communication across multiple Agile teams working on a larger project goals. project or program. These sessions ensure that each team’s progress, ❏ Risk Mitigation: Early identiﬁcation and resolution of inter-team dependencies, and potential impediments are transparently discussed dependencies and impediments, reducing potential risks to project timelines and quality. and addressed, fostering alignment and collaboration. ❏ Eﬃcient Communication: Streamlined communication channels among team representatives, fostering transparency and collaborative By providing a regular forum for representatives to share updates and problem-solving. resolve inter-team issues, Scrum of Scrums helps to mitigate risks, ❏ Resource Optimization: Eﬀective utilization and allocation of optimize resource utilization, and ensure that all teams are working resources by addressing conﬂicts and optimizing inter-team workﬂows. cohesively towards common objectives. This practice enhances the ❏ Improved Accountability: Clear documentation and follow-up on Salesforce Adoption Dashboards action items, ensuring accountability and continuous progress on overall eﬃciency and eﬀectiveness of large-scale Agile projects, critical issues. enabling timely delivery and high-quality outcomes. Projects/Teams/ Collaboration in “Slack” Best Practice Tools Project Management/Issue Tracking in “Jira”

DELIVER Conduct Steering Committee Meetings (1 of 2) A steering committee (often referred to as a "steer co") helps to, quite literally, steer the project from start to completion. The committee is usually made up of representatives from all of the key organizations who are partners in the project. How To Perform DURING THE MEETING AFTER THE MEETING The Project Manager chairs the meeting and all committee The updated action list along with any associated notes/minutes from the meeting will be distributed to the committee members members are expected to actively participate, with decisions as soon after the meeting as possible. and recommendations resolved and agreed upon. Along with the action items will be the ﬁnal copy of the deck The meeting includes reviewing the previous meeting's action discussed at the meeting for reference. list for completeness and documenting plans for any incomplete actions. The Project Manager updates the progress These will be sent as PDF documents to preserve the integrity of dashboard, keeping the committee informed. the documents, but the action log may well be "live" document allowing committee members to update any actions that may A crucial part of the meeting involves discussing any asks made have been assigned to them or to their teams. of the steering committee, ranging from escalations to problem-solving, ensuring all details are clearly documented.

DELIVER Conduct Steering Committee Meetings (2 of 2) A steering committee is a group of high-level stakeholders who provide guidance, oversight, decision making and strategic direction for a project or initiative. How To Perform At least 1 week before any steering committee meeting, the Project/Program Manager should distribute the completed slide deck to the attendees for pre-reading. Within the deck will be the following sections: 6) Terms of reference 1) Agenda In meetings early in the engagement it can be useful to remind the This includes the time planned for each section of the meeting so committee of the purpose of the meeting as well as the overall that members can allocate enough time to attend or, in certain expectations of the attendees. This is usually moved into an cases, prioritize the part of the meeting that they are required to appendix in later meetings attend for updates. 7)Asks of the committee 2) Action list from the previous meeting Quite often the engagement will need the support of the committee This should be completely updated to reﬂect progress since the last to help with escalations, questions, or to remove blockers. Time meeting including status changes, notes, etc. should be reserved on the agenda to review, discuss, and agree an 3) Progress report action plan for the asks placed before the committee. This is shown in a dashboard format and should remain at a level of 8) Any other business (AOB) detail that is appropriate for the audience. A catch-all to allow the members of the committee to raise items 4) Risks and issues that were not on the original agenda. Dashboard with the top risks and issues and their mitigations. 5) Change requests Change request log detailing change requestor/impact for review and sign oﬀ. As with all project documentation distributed outside of the engagement team or Salesforce, the slide deck should be distributed in either read only or commenter mode in Google Slides, or as a PDF ﬁle. This ensures that the committee members can provide feedback directly and the contents of the deck remain controlled by the Project/Program Manager.

DELIVER Conduct Steering Committee Meetings A steering committee is a group of high-level stakeholders who provide guidance, oversight, decision making and strategic direction for a project or initiative. Deﬁned Outcomes Purpose ❏ Provide Feedback on the development of the project The overall role of the steering committee is to: ❏ Reviewing current budgetary consumption as well as proposed ﬁnancial forecasts 1. Provide advice to assist the attendees in successfully delivering ❏ Deﬁning and helping to achieve the speciﬁed outcomes on their commitments ❏ Identifying and reﬁning project priorities and ensuring that they align 2. Ensure that the project achieves its speciﬁed outcomes with those of the customer organization 3. Deﬁne and adhere to speciﬁc terms of reference ❏ Identifying and monitoring risks 4. Make decisions to secure the delivery of the solution and the ❏ Responding to asks/requests coming from the project in terms of delivery of the beneﬁts (expected business value) knowledge or assistance in resolving issues and/or mitigating risks ❏ Monitoring delivery timelines ❏ Ensuring that the quality of the project deliverables meets Salesforce Adoption Dashboards expectations Steering Committee Meeting Template Best Practice Tools & Templates

DELIVER Conduct Quarterly Business Review (QBR) A Quarterly Business Review (QBR) is a strategic meeting held every quarter to evaluate and discuss the performance, goals, and future plans of a business or partnership. How To Perform 1. Preparation 3. Execution ● Schedule the Meeting: Set the date and time well in advance. ● Follow the Agenda: Keep the meeting focused and on track. ● Set Objectives: Deﬁne clear goals for the QBR. ● Engage Participants: Encourage active participation. ● Gather Data: Collect performance metrics, ﬁnancial reports, and ● Present Clearly: Use visual aids for data presentation. customer feedback from the past quarter. ● Document Key Points: Take detailed notes. ● Prepare the Agenda: Outline topics, time, assign presenters. 2. Agenda Structure 4. Post-Meeting Follow-Up ● Introduction: State the purpose and objectives of the QBR. ● Distribute Minutes: Summarize discussions, decisions, and actions. ● Performance Review: Highlighting achievements and challenges. ● Track Progress: Monitor action items and goals. ● Customer Feedback: Share insights from customers. ● Maintain Communication: Keep stakeholders updated throughout ● Financial Overview: Review ﬁnancial performance. the quarter. ● Operational Review: Discuss project updates/resource allocation. ● Goals and Objectives: Set SMART goals for the next quarter. ● Action Items: Deﬁne and assign tasks with deadlines. ● Q&A Session: Allow time for questions and discussion. ● Conclusion: Summarize key takeaways and next steps

DELIVER Conduct Quarterly Business Review (QBR) A Quarterly Business Review (QBR) is a strategic meeting held every quarter to evaluate and discuss the performance, goals, and future plans of a business or partnership. Deﬁned Outcomes Purpose ❏Performance Assessment: A clear understanding of the business’s performance over the past quarter, highlighting achievements and The purpose of a Quarterly Business Review (QBR) is to evaluate the identifying areas needing improvement. performance of a business over the past quarter, ensuring alignment ❏Financial Review: An analysis of ﬁnancial health, including revenue, with strategic goals and objectives. During a QBR, key stakeholders expenses, and proﬁtability, to ensure ﬁscal responsibility and come together to review essential metrics, ﬁnancial results, customer sustainability. feedback, and project progress. ❏Customer Insights: A review of customer feedback and satisfaction levels, identifying trends and areas for enhancing customer experience. This comprehensive analysis helps identify successes, challenges, and ❏Goal Setting: Establishment of speciﬁc, measurable, achievable, areas for improvement. By assessing these factors, the team can relevant, and time-bound (SMART) goals for the upcoming quarter. ensure that the business is on track and make informed decisions to ❏Action Plan Development: Creation of a detailed action plan with adjust strategies or operations as needed. Salesforce Adoption Dashboards assigned responsibilities and deadlines to achieve the set goals. ❏Team Alignment: Alignment among team members & stakeholders on strategic priorities and initiatives for the next quarter. How to plan a QBR Guide Best Practice QBR Template Tools & Templates

DELIVER Build & Conﬁgure Solution (1 of 2) Build and conﬁgure the solution according to the project scope, design documentation and technical speciﬁcations as signed oﬀ by customer stakeholders in the design phase. How To Perform Conﬁguring the application in accordance with the deﬁned, and agreed, user stories using the Functional Design Document and Technical Design Document as guidance. Conﬁguration Conﬁguring the application will use various aspects of the Salesforce platform. The Solution Architect's main role during this time is to ensure that all required user stories are being delivered by the development team, and working with the Technical Architect, ensure that the application will meet the acceptance criteria within the user stories, and meet the needs of the customer's business case. Conﬁguration of the application should be carried out in accordance with best practices (all ﬁelds completed, meaningful ﬁeld and object names, full descriptions added where possible, comments added to "code" (example, validation rules) to aid understanding and handovers, and in the correct environment. Deﬁnition of Done The Deﬁnition of Done is critical for any Agile team, as it serves as the foundation of determining whether or not a backlog item or story, iteration, or release is in fact complete. When there is a Deﬁnition of Done in place, team members can most eﬀectively update each other, the Product Owner, and the rest of the program when they are armed with the ability to "determine doneness."

DELIVER Build & Conﬁgure Solution (2 of 2) Build and conﬁgure the solution according to the project scope, design documentation and technical speciﬁcations as signed oﬀ by customer stakeholders in the design phase. How To Perform Deﬁnition of Done - Sprints Deﬁnition of Done - User Stories ❏ Performance testing complete. ❏ All acceptance criteria met. ❏ Code coverage for all unit tests at 80% or greater. ❏ All acceptance tests identiﬁed, written, and passing. ❏ Help ﬁles, training, and other user documentation updated. ❏ All development activities complete/all unit tests passing. ❏ All bugs addressed. ❏ Functional tests passing. Build & Conﬁgure Project Management Jira by Atlassian was selected as the primary tool to support Salesforce Global Professional Services teams in tracking and managing their tasks and development activities. It can be used to track requirements and user stories, validate the scope, and control the scope. There are many other free and paid project management tools you may choose to use for your projects or that the customer may already have within their organization. Workﬂow functionality and the ability to manage complex projects are key to ensuring success, accuracy, and reduced administrative time for all project resources.

DELIVER Build & Conﬁgure Solution Build and conﬁgure the solution according to the project scope, design documentation and technical speciﬁcations as signed oﬀ by customer stakeholders in the design phase. Deﬁned Outcomes Purpose ❏ Functional Implementation: Complete development and The deﬁnition of "done" varies by team. It always includes meeting the conﬁguration of the solution according to speciﬁed requirements, ensuring all functionalities are operational. acceptance criteria in the committed user stories. It might or might ❏ System Integration: Successful integration of the solution with existing not include all test scripts passing. Often lower priority or lower systems and third-party applications, enabling seamless data ﬂow and severity bugs or defects are allowed as long as they do not prevent interoperability. acceptance. ❏ Performance Optimization: Fine-tuning and optimization of the solution to ensure it meets performance standards, including speed, It is also important to avoid accumulation of technical debt over the scalability, and reliability. course of the iterations . The build should allow suﬃcient capacity to ❏ Quality Assurance: Thorough testing and validation of the solution to incrementally complete work iteration by iteration so that at the end ensure it meets quality standards, is free of defects, and operates as intended. of the Delivery Stage we have a complete, tested, working solution to ❏ Documentation and Training: Comprehensive documentation of the Salesforce Adoption Dashboards give to the customer in the Deploy stage. solution and training materials for end-users and administrators, facilitating smooth adoption and ongoing maintenance. Agile Alliance.org Deﬁnition of Done Best Practice Guidance

DELIVER Conduct Usability Testing Usability Testing is a user-validated and quantiﬁed solution to gain real insights into the state of your product's user experience. Testing helps to identify any usability issues and determine the user's satisfaction with the product prototype. How To Perform Step 1: Identify the main processes Start by evaluating the application's key processes and acquiring relevant business metrics as a baseline. Step 2: Determine core metrics Align business goals with usability metrics to improve the application's user experience. Use the 10 UX heuristics from the Nielsen Norman Group: 1. Visibility of system status: Ensure users always understand what's happening. 2. Match between system and the real world: Use familiar language and terms. 3. User control and freedom: Allow users to navigate freely, including backtracking. 4. Consistency and standards: Maintain uniform UI elements and actions. 5. Error prevention: Optimize error-prone areas to minimize mistakes. 6. Recognition rather than recall: Prompt users to conﬁrm rather than input information. 7. Flexibility and eﬃciency of use: Provide ﬂexible workﬂows for eﬃcient use. 8. Aesthetic and minimalist design: Present relevant information clearly and prioritize common actions. 9. Help users recognize, diagnose, and recover from errors: Use clear error messages and actionable solutions. 10. Help and documentation: Ensure intuitive design reduces dependency on documentation. Integrate UX testing throughout all phases of testing, collaborating closely with the UX team if available. Step 3: Test with real users Including real, end users in the process is key to crafting experiences that will delight your users.

DELIVER Conduct Usability Testing Usability Testing is a user-validated and quantiﬁed solution to gain real insights into the state of your product's user experience. Testing helps to identify any usability issues and determine the user's satisfaction with the product prototype. Deﬁned Outcomes Purpose ❏ Identiﬁcation of User Pain Points: Discover speciﬁc areas of the Quantiﬁed insights into your product's user experience help improve interface or workﬂow that confuse or frustrate users. key performance indicators supporting business goals, whether ❏ Validation of Design Decisions: Conﬁrm that design choices align reducing costs, increasing revenue, or enhancing user satisfaction. with user expectations and enhance usability. ❏ Improved User Satisfaction: Enhance the overall user experience by Usability studies serve dual purposes. While they identify eﬀective addressing usability issues and improving ease of use. ❏ Reduced Support Costs: Decrease the need for user support and design elements to meet user needs, they also foster consensus and assistance by resolving usability issues proactively. persuade stakeholders. Even when conﬁdent in your direction, ❏ Increased Conversion Rates: Optimize the user interface to usability testing validates decisions, involves teams, and garners streamline processes and potentially boost conversion rates. support eﬃciently, potentially saving time over prolonged debates. ❏ Enhanced Stakeholder Conﬁdence: Provide tangible evidence and Additionally, leverage the UX Measurement Framework to insights to stakeholders, validating the eﬀectiveness of design Salesforce Adoption Dashboards decisions and fostering support for UX improvements. substantiate ﬁndings and drive urgency in presenting results to stakeholders. Usability Testing Checklist Usability Test Plan Sample Best Practice Usability Task Template Tools & Templates

DELIVER Write & Execute Test Scripts Write and execute test plans involve creating comprehensive documents detailing test objectives, strategies, and procedures, followed by implementing and overseeing the testing process to ensure software quality and functionality. How To Perform Writing a Test Script A test script typically includes: ● Test Case Identiﬁer: Unique identiﬁer or name for the test case. ● Test Objective: Clear statement of what the test aims to verify or achieve. ● Preconditions: Necessary conditions that must be fulﬁlled before executing the test. ● Test Steps: Detailed sequence of actions to be performed during the test. ● Expected Results: Expected outcome or behavior based on the execution of test steps. ● Actual Results: Actual outcome observed during the test execution. ● Pass/Fail Criteria: Criteria used to determine whether the test case passes or fails. ● Notes/Comments: Additional information or observations related to the test case execution. Executing a Test Script ● During iteration planning QA tasks are associated with the user stories that are accepted for the iteration and assigned to the QA engineer. ● The QA engineer writes appropriate test scripts based on the user stories developed. ● Once the story is marked complete by the development team, the QA engineer executes the test scripts. ● Once all bugs that will prevent acceptance are resolved, the story is marked done and ready for acceptance.

DELIVER Write & Execute Test Scripts Write and execute test plans involve creating comprehensive documents detailing test objectives, strategies, and procedures, followed by implementing and overseeing the testing process to ensure software quality and functionality. Deﬁned Outcomes Purpose The purpose of writing and executing test scripts is to systematically ❏ Identiﬁcation of Defects: Early detection and documentation of validate software functionality against deﬁned requirements and software issues and bugs. expectations. By documenting precise test objectives, steps, expected ❏ Validation of Requirements: Ensuring that software functions as outcomes, and pass/fail criteria, test scripts ensure thorough coverage expected and meets speciﬁed requirements. of testing scenarios. ❏ Enhanced Software Quality: Improving overall reliability, usability, and performance of the software. Execution of these scripts provides structured validation of software ❏ Eﬃcient Bug Fixing: Facilitating prompt resolution of identiﬁed behavior, identifying defects, ensuring consistency across releases, defects by providing clear steps to reproduce issues. and ultimately contributing to the delivery of high-quality software ❏ Documentation of Test Coverage: Creating a comprehensive record that meets user needs and business objectives. This process helps in of tested scenarios, ensuring thorough coverage of application Salesforce Adoption Dashboards functionalities. early detection of issues, facilitates debugging, and supports continuous improvement of software reliability and performance. QA/Testing Best Practice Delivery Guidance Best Practice Tools & Templates

DELIVER Run & Support UAT The User Acceptance Testing (UAT), plays a critical role as the last phase of the software development or change request lifecycle before its release. It helps to ensure that the software performs as intended in real-world scenarios. Deﬁned Outcomes Purpose The purpose of User Acceptance Testing (UAT) is to validate that a ❏ Validation of Business Requirements: Conﬁrming that the system or software application meets business requirements and software meets speciﬁed business needs and objectives. functions as intended from an end-user perspective. UAT serves as the ❏ Identiﬁcation of Defects: Discovering and documenting any ﬁnal phase of testing before deployment, allowing stakeholders and functional issues or discrepancies before production release. end-users to evaluate the software in a real-world environment. By ❏ User Satisfaction Assurance: Ensuring that the software meets user expectations and is user-friendly. conducting UAT, organizations ensure that the system not only meets ❏ Operational Readiness: Verifying that the system is ready for technical speciﬁcations but also aligns with user expectations, deployment without signiﬁcant operational risks. usability standards, and operational needs. This testing phase aims to ❏ Stakeholder Conﬁdence: Building trust and conﬁdence among identify any discrepancies between the delivered product and user stakeholders by demonstrating that the software is ﬁt for purpose requirements, validate user workﬂows, uncover potential usability and meets business goals. Salesforce Adoption Dashboards issues, and provide assurance that the software is ready for deployment with minimal risk of user dissatisfaction or operational disruption. QA Test Plan Example QA/Testing Best Practice Delivery Guidance Best Practice QA Test Plan Template Tools & Templates

DELIVER Triage, Validate and Fix Defects The project team triages, validates, and ﬁxes issues and defects encountered during testing to ensure the solution meets quality standards and functions as intended before deployment. How To Perform ● Team member or customer tester discovers a bug or defect During SIT and UAT. ● Team member or customer tester logs bug or defect in the development tracking system. (e.g Jira) ● Any supporting documentation such as screenshots, spreadsheets, etc. used to help troubleshoot the defect. ● A detailed description including step-by-step instructions must be included. Items such as user logged in as, speciﬁc ﬁelds, and pages impacted, should all be included. ● All defects will be linked to the associated user story and test case. ● All defects will be assigned to the development or conﬁguration lead for resolution. ● QA team reviews logged bugs and defects and veriﬁes them as reproducible and valid bugs. ● Bugs or defects are assigned to a development team member for resolution. ● Team member assigned to bug or defect resolves the issue and marks the defect ready for retesting. ● QA Team re-tests the solution to verify the issue is resolved. ● If a customer tester submitted the bug or defect it is sent back to them for re-testing as well ● Customer tester veriﬁes ﬁxes. ● Defects opened in the defect management system should use the following statuses: ● Open [Default] The defect has been reported, and not yet reviewed ● Canceled The defect was reviewed and canceled ● In-Progress The defect ﬁx is in progress ● Retest The defect ﬁx is complete and ready to be tested ● Closed The defect ﬁx has been validated and works

DELIVER Triage, Validate and Fix Defects The project team triages, validates, and ﬁxes issues and defects encountered during testing to ensure the solution meets quality standards and functions as intended before deployment. Deﬁned Outcomes Purpose ❏ Prioritized Resolution: Issues are systematically prioritized The purpose of triaging, validating, and ﬁxing defects is to based on severity and impact, ensuring critical problems are systematically address issues encountered during testing to ensure the addressed ﬁrst. ❏ Improved Software Quality: Enhancements made through software's quality and functionality align with expected standards. validation and ﬁxes contribute to overall software reliability and Triage involves prioritizing identiﬁed defects based on severity and performance. impact, allowing teams to focus resources eﬀectively. Validation ❏ Enhanced User Satisfaction: Resolving defects promptly veriﬁes that ﬁxes resolve the identiﬁed issues without introducing new improves user experience and satisfaction with the software. problems or aﬀecting other functionalities. By promptly addressing ❏ Minimized Operational Risks: Addressing defects before defects through this structured approach, teams maintain software deployment reduces the likelihood of issues impacting operations and business continuity. integrity, enhance user satisfaction, and prepare the product for ❏ Eﬃcient Resource Allocation: Optimal allocation of resources Salesforce Adoption Dashboards successful deployment, minimizing risks and disruptions in to critical issues streamlines development eﬀorts and improves operational environments. productivity. Defect Priority & Severity Deﬁnitions Example Best Practice Tools & Templates

DELIVER Go/No-Go Decision The steering committee and/or customer executive sponsor (or delegate) should sign oﬀ that they agree we will go live, under what conditions, and when. This should be documented with acknowledgement from the customer. How To Perform The Project Manager is responsible for determining criteria to be used to obtain a Go decision and documenting it, and for obtaining documented agreement of the go decision (or no go decision with conditions preventing go live) from the customer decision maker(s). Steps to perform are as follows: 1. Partner Project Manager works with customer Project Manager and sponsor to determine and document go live criteria. 2. Partner Project Manager documents and veriﬁes that go live criteria have been met. 3. Partner Project Manager hosts a meeting with key stakeholders to review go live criteria and obtain Go/No-Go decision. 4. Partner Project Manager obtains documented agreement via email to go live from customer. Go Decision - Once email conﬁrming Go Live decision has been received the project team may commence deployment activities. No-Go decision - If No-Go decision, Partner Project Manager must document remaining tasks/timeline/criteria to meet Go decision.

DELIVER Go/No-Go Decision The steering committee and/or customer executive sponsor (or delegate) should sign oﬀ that they agree we will go live, under what conditions, and when. This should be documented with acknowledgement from the customer. Deﬁned Outcomes Purpose ❏ Criteria for Go Decision Documented: Clear documentation of the speciﬁc criteria that must be met for the project to proceed. The purpose of the Go/No-Go meeting to launch a project on ❏ Decision Agreement: Formal agreement on the Go/No-Go decision, Salesforce is to evaluate the project's readiness for deployment by including any conditions or contingencies, documented by all reviewing key milestones, testing results, stakeholder approvals, and stakeholders. potential risks. This meeting ensures that all necessary criteria and ❏ Readiness Assessment: Conﬁrmation that all project components, including testing, training, and data migration, are complete and prerequisites are met, and that the team is aligned on the project's satisfactory. current status and next steps. ❏ Risk Evaluation: Thorough evaluation and mitigation plans for any identiﬁed risks or potential issues that could impact the project. Additionally, it includes the establishment of rollback plans to address ❏ Rollback Plan: Detailed and approved rollback plan outlining steps to any issues that may arise post-launch, ensuring a structured and revert changes in case of post-launch issues. secure approach to reverting changes if needed, thus safeguarding Salesforce Adoption Dashboards ❏ Stakeholder Alignment: Ensured alignment and commitment from all relevant stakeholders, conﬁrming their support and readiness for system integrity and business continuity. the launch. Best Practice Go/No-Go Checklist Sample Template Tools & Templates

Customer Sign Oﬀ Customer Go/No-Go sign oﬀ to move to deploy To obtain customer sign-oﬀ, a ﬁnal review of the project status and go-live acceptance criteria is required to secure a Go/No-Go decision, including: ❏ Deﬁnition of Done Sign Oﬀ: Agreed deﬁnition of done with ❏ Quality Assurance Sign Oﬀ: Thorough testing and validation of the solution to ensure it meets quality standards, is free of key customer stakeholders to be documented, circulated and defects, and operates as intended. signed oﬀ. ❏ Documentation and Training Sign Oﬀ: Comprehensive ❏ Functional Implementation Sign Oﬀ: Complete development documentation of the solution and training materials for and conﬁguration of the solution according to speciﬁed end-users and administrators, facilitating smooth adoption and requirements, ensuring all functionalities are operational. ongoing maintenance. ❏ Deployment/Rollback plan: detailed strategy outlining the ❏ System Integration Sign Oﬀ: Successful integration of the steps to successfully release new features or updates, along solution with existing systems and third-party applications, with predeﬁned procedures to safely revert to the previous enabling seamless data ﬂow and interoperability. version in case of issues. ❏ Performance Optimization Sign Oﬀ: Fine-tuning and optimization of the solution to ensure it meets performance Go/No-Go Criteria Checklist Sample standards, including speed, scalability, and reliability. Please ﬁnd an example list of project documents above and add, edit as per your project/program scope. NOTE: The Go/No-Go Checklist is a sample ONLY! Please include all agreed criteria as per the scope of your project!

Deploy Phase 5 Deliver Like Salesforce Methodology

The key activities listed are a Y DEPLO reference guide on best practices, in no particular order, and serve as recommendations depending on the project scope. Key Activities Introduction Deploy the solution to production environments and ❏ Prepare Final Deliverables Package migrate required data; transition to the target operating ❏ Deploy Solution model; provide hypercare. ❏ Run Post GO Live Support (Hypercare) ❏ Customer Knowledge Transfer Session ❏ Project Closure Meeting Objectives What’s involved ? ● Deployment of the agreed delivery multiple lines of ● Data migration ● Preparing for training placeholder content ● Application acceptance to "live" Why is it important ? ● Puts the application live and delivering business value ● Captures lessons learned to ensure next phase/engagement iteratively improves ● Onboarding BAU processes ● Ensures successful adoption of new technologies

Y DEPLO Prepare Final Deliverables Package For the project to be considered complete, the customer needs to receive and acknowledge completion of all deliverables. This step is intended to ensure that is done and documented. How To Perform 1. Partner Project Manager completes the project sign-oﬀ template including references to all project deliverables/sign oﬀ criteria. 2. Partner Project Manager sends communication requesting sign-oﬀ from client sponsor (or the individual who will supply the approval). 3. Partner Project Manager obtains the signed document, uploads it to the project management tool for project closure. 4. Partner Project Manager sends communication to all project stakeholders to conﬁrm sign-oﬀ and agreed deployment timelines. 5. Partner Project Manager sends communication to all project stakeholders to conﬁrm successful deployment/roll-back. 6. Partner Project Manager sends communication to all project stakeholders on feedback/warranty process and SLA’s.

Y DEPLO Prepare Final Deliverables Package For the project to be considered complete, the customer needs to receive and acknowledge completion of all deliverables. This step is intended to ensure that is done and documented. Deﬁned Outcomes Purpose ❏ Customer Sponsor documented sign-oﬀ on ﬁnal deliverables to The purpose of preparing a ﬁnal deliverable package document for progress with deployment activities for Go-Live! customer approval to deploy is to compile and present all necessary project components, documentation, and evidence of completed ❏ Communication to all stakeholders on sign-oﬀ status Go/No-Go work to ensure transparency, facilitate thorough review, and secure to deploy including a status report for either approval. formal consent from the customer to proceed with the deployment. ❏ Communication to all stakeholders on Deployment Timeline. The objective is to obtain documented approval from the customer sponsor prior to deploying the solution and communication the deployment timelines to all parties involved. ❏ Communication to all stakeholders on feedback process and warranty period. Salesforce Adoption Dashboards Final Deliverables Package Template Best Practice Tools & Templates

Y DEPLO Deploy Solution Deploying a solution follows the processes and the roles and responsibilities described in a deployment plan signed oﬀ by the customer. Once the solution accessible in production for its user, the Customer will formally accept the deployment. How To Perform The deployment methods will vary based on the tools used, and it's assumed the Technical Architect (TA) and relevant team members are familiar with these speciﬁcs. Before deploying to Production, the TA should conduct several test deployments in a staging environment with customer team involvement to catch and address errors. This collaborative process helps the customer understand and contribute to the deployment runbooks. The Technical Architect (TA) and Solution Architect (SA) are responsible for maintaining the deployment workbook, ensuring the development team documents their work continuously during the Deliver and Deploy stages. Deployment must follow the Deployment Plan, including obtaining a "Go" decision, setting checkpoints, identifying dependencies, and arranging logistics like access to a "situation room" and after-hours site access should this be required. Deployment starts only with authorization from the Project/Program Manager (PM/PgM) on receipt from the customer project sponsor. If the deployment exceeds planned time, the TA must escalate to the PM/PgM for necessary adjustments. After completion, the TA informs the PM/PgM and key stakeholders per the Deployment Plan. A veriﬁcation plan, created with the customer, uses components from the QA test plan to ensure consistent acceptance criteria and comprehensive test scripts for deployment veriﬁcation (as described in the next chapter).

Y DEPLO Deploy Solution Deploying a solution follows the processes and the roles and responsibilities described in a deployment plan signed oﬀ by the customer. Once the solution accessible in production for its user, the Customer will formally accept the deployment. Deﬁned Outcomes Purpose The purpose of deploying the solution from the staging (sandbox) ❏ Deployment plan signed-oﬀ by project stakeholders/sponsor ❏ Deployed application to production environment based on the environment to Production is to ensure a controlled transition, deployment plan whether through partial or full deployment. In greenﬁeld (new) ❏ Deployed functionality built has been deployed into production implementations, where all functionalities are tested during environment deployment, the process tends to be more straightforward. ❏ All deployments carried out with 100% success and 0% errors ❏ Deployed application signed oﬀ for use by customer sponsor However, in brownﬁeld (existing) implementations, additional governance is essential to safeguard existing functionalities from potential disruptions caused by the deployment. This approach ensures that the deployment process is managed eﬀectively, Salesforce Adoption Dashboards minimizing risks and maintaining operational continuity for the organization. Deployment Plan Template Example Best Practice Tools & Templates Example High Level Deployment Plan Template

Y DEPLO Run Post Go-Live Support (Hypercare) Post-go-live support involves providing ongoing assistance, monitoring, and maintenance to ensure the smooth operation and user satisfaction of a newly deployed system. How To Perform 1. Establish a Support Plan 4. Provide User Support Deﬁne Roles and Responsibilities: Identify team members responsible Set up a help desk to provide assistance to users facing issues. for providing support and outline their speciﬁc duties. Documentation: Supply comprehensive user manuals, FAQs, Set Up Communication Channels: For reporting issues, including help and troubleshooting guides. desks, email addresses, and phone numbers. Create a Support Schedule: Arrange support availability, including 5. System Maintenance after-hours and weekend coverage if necessary. Regular Updates: Schedule regular updates and patches to address any discovered vulnerabilities or bugs. 2. Monitor the System Backup and Recovery: Ensure regular backups are taken and Real-time Monitoring: Implement tools to monitor system performance, that recovery procedures are in place and tested. usage, and potential issues in real-time. Performance Tuning: Continuously monitor and optimize Log Analysis: Regularly review system logs to identify any errors or system performance. unusual activities. 6. Communication and Reporting 3. Issue Management Status Updates: Provide regular updates to stakeholders on Ticketing System: Use a ticketing system to log, prioritize, and track issues system performance and any issues being addressed. reported by users. Incident Reports: Document and report signiﬁcant incidents, Response and Resolution Timeframes: Deﬁne and communicate including their resolution and any lessons learned. expected response and resolution times for diﬀerent types of issues. Feedback Loop: Maintain an open feedback loop with users to Root Cause Analysis: For recurring issues, perform root cause analysis to continuously improve the support process. prevent future occurrences.

Y DEPLO Run Post Go-Live Support (Hypercare) Post-go-live support involves providing ongoing assistance, monitoring, and maintenance to ensure the smooth operation and user satisfaction of a newly deployed system. Deﬁned Outcomes Purpose ❏ System Stability: Ensure the newly deployed system operates The purpose of post-go-live support is to ensure the newly deployed reliably without major disruptions or downtime. system operates smoothly and meets user expectations. This phase is ❏ Issue Resolution: Promptly address and resolve any bugs, critical for addressing any issues that arise after the deployment, performance issues, or user-reported problems. ensuring that any bugs, performance issues, or user diﬃculties are ❏ User Adoption: Facilitate smooth user adoption through promptly resolved. training, documentation, and responsive help desk support. ❏ Performance Monitoring: Continuously monitor system By providing continuous monitoring and immediate assistance, performance to identify and address potential issues proactively. post-go-live support helps maintain system stability and operational ❏ Feedback Collection: Gather user feedback to identify areas for continuity, minimizing disruptions to the business. improvement and inform future system enhancements. ❏ Operational Continuity: Maintain business operations without Salesforce Adoption Dashboards signiﬁcant interruptions, ensuring a seamless transition to the new system. Example Post Go-Live Support Models Best Practice Tools & Templates

DELIVER Customer Knowledge Transfer The purpose of a customer knowledge transfer is to empower them with the skills and information needed to independently manage and maintain the project or system. How To Perform Utilize all documentation created throughout the project lifecycle including functional and technical speciﬁcations, user stories, customer journey maps and architecture diagrams to prepare for your customer knowledge transfer session. Steps to perform are as follows: 1. Preparation: Identify stakeholders, deﬁne objectives, and gather relevant documentation. 2. Planning: Create a structured transfer plan, schedule sessions, and assign roles. 3. Execution: Present project overview, system functionalities, and conduct interactive sessions with practical examples. 4. Documentation and Support: Provide comprehensive documentation and establish ongoing support channels. 5. Closure: Review key points, formalize the handover, and schedule follow-up sessions for any outstanding issues. This approach ensures a smooth transfer of knowledge, empowering the customer team to manage and maintain the project eﬀectively.

DELIVER Customer Knowledge Transfer The purpose of a customer knowledge transfer is to empower them with the skills and information needed to independently manage and maintain the project or system. Deﬁned Outcomes Purpose ❏ Enhanced Understanding: Customers gain a thorough The purpose of a customer knowledge transfer is to equip them with comprehension of their Salesforce implementation. comprehensive understanding and practical skills necessary to ❏ Improved Competence: Increased proﬁciency in operating and eﬀectively operate and maintain their Salesforce org. troubleshooting the system eﬀectively. ❏ Autonomy: Capability to independently manage routine tasks and By transferring essential knowledge, such as system functionalities, make informed decisions. conﬁguration details, troubleshooting procedures, and best practices, ❏ Eﬃciency: Streamlined operations and reduced dependency on external support. the customer gains autonomy in managing their technology ❏ Risk Mitigation: Ability to identify and mitigate potential issues investment. proactively. ❏ Long-term Value: Enhanced utilization of IT investments and This process not only enhances their conﬁdence in utilizing the system improved overall system performance. Salesforce Adoption Dashboards but also ensures continuity and eﬃciency in day-to-day operations. Functional Design Template User Story Template Architecture Diagram Best Practice Customer Journey Map Technical Design Template Templates

Y DEPLO Project Closure Meeting Project closure is the ﬁnal phase where all project activities are completed, deliverables are handed over, and formal acceptance and documentation are ﬁnalized. How To Perform 5. Close Contracts 1. Complete Deliverables - Vendor Closure: Finalize and close all contracts with vendors - Verify Completion: Ensure all project deliverables are completed - Financial Closure: Ensure all project-related ﬁnancial transactions are and meet the required standards. completed and documented. - Customer Acceptance: Obtain formal acceptance and sign-oﬀ from the customer or stakeholder. 6. Release Resources - Team Release: Oﬃcially release project team members and reassign 2. Conduct a Final Review them to new projects or tasks. - Project Review Meeting: Hold a meeting with the project team and stakeholders to review the project outcomes. 7. Celebrate Success - Assess Objectives: Evaluate if the project objectives were met. Acknowledge Eﬀorts: Recognize and celebrate the contributions of the project team. 3. Documentation Thank Stakeholders: Send thank-you notes to stakeholders, customers, - Finalize Documentation: Ensure all project documentation is up to and team members for their support and involvement. date, including project plans, reports, and deliverables. - Lessons Learned: Document lessons learned and best practices for 8. Closeout Report future projects. Prepare a Final Report: Create a comprehensive project closeout report summarizing the project’s achievements, challenges, and lessons 4. Handover learned. - Transfer Knowledge: Provide necessary training and transfer all Distribute Report: Share the ﬁnal report with all relevant stakeholders. relevant knowledge to the operational team or end-users.

Y DEPLO Project Closure Meeting Project closure is the ﬁnal phase where all project activities are completed, deliverables are handed over, and formal acceptance and documentation are ﬁnalized. Deﬁned Outcomes Purpose The purpose of a project closure meeting is to formally conclude the ❏ Project Completion Conﬁrmation: Veriﬁcation that all project project by reviewing its outcomes, assessing its success, and deliverables have been completed and meet the required standards. documenting lessons learned. ❏ Formal Acceptance: Obtaining formal acceptance and sign-oﬀ from the customer or key stakeholders. This meeting provides a structured opportunity for the project team ❏ Lessons Learned: Documentation of lessons learned, best and stakeholders to evaluate whether the project objectives were met practices, and recommendations for future projects. and to discuss any challenges encountered along the way. By doing so, ❏ Performance Review: Assessment of the project's success in it ensures that all deliverables have been completed to the required meeting its objectives, including a review of any challenges and standards and that the project has achieved its intended goals. how they were addressed. ❏ Transition Plan: Establishment of a clear plan for transitioning Salesforce Adoption Dashboards any remaining responsibilities to the operational team, ensuring ongoing support and maintenance. Project Closure Template Best Practice Tools & Templates

Customer Sign Oﬀ Project Closure To obtain customer sign-oﬀ on project closure must include a formal sign oﬀ on deployment and post go-live support (hypercare) activities have been completed within the scope of the project. ❏ Formal Deployment Sign Oﬀ: Customer sponsor has formally signed oﬀ project Go-Live to deploy to production. ❏ Post Go-Live Support (Hypercare): Hypercare period is completed as per agreed timeline (30/60/90 days). Customer sponsor is satisﬁed all issues/bugs within scope have been resolved. ❏ Project Closure Sign Oﬀ: Formal project closure meeting scheduled with key stakeholders to present ﬁnal deliverables and hypercare support activities within scope are resolved. Project Closure documented and signed-oﬀ by customer sponsor.

Scale Phase 6 Deliver Like Salesforce Methodology

The key activities listed are a SCALE reference guide on best practices, in no particular order, and serve as recommendations depending on the project scope. Key Activities Introduction Report on key business metrics, provide insights and ❏ Continuous Improvement Plan recommendations. Continue to scale and evolve the ❏ Quarterly Business Review solution to meet if not exceed business expectations. Identify new opportunities to maximise business value. Objectives What’s involved ? ● Upskilling resources in Salesforce and industry best multiple lines of practices to ensure continued development ● Reporting insights and recommendations to evolve the placeholder content solution Why is it important ? ● Ensures continued development of the application to allow for future directions and business growth ● Customer resources can iterate application over time requiring less involvement from Salesforce

SCALE Continuous Improvement Plan Deﬁning a Continuous Improvement Model provides a structured approach for consistently enhancing processes, products, or services through ongoing feedback, analysis, and incremental changes. How To Perform Post project closure, present the customer with an ongoing improvement plan phase to drive customer success at scale. Steps include: 1. Establish Clear Objectives Identify Goals: Deﬁne what areas need improvement and set clear, measurable objectives. Align with Customer Needs: Ensure that these goals align with the customer’s ongoing needs and business objectives. 2. Collect Feedback Customer Feedback: Regularly gather feedback from the customer regarding their experience with the project deliverables. Team Feedback: Collect insights from the project team on what worked well and areas for improvement. 3. Analyze Data Performance Metrics: Review project performance metrics and key performance indicators (KPIs). Root Cause Analysis: Conduct root cause analysis to identify underlying issues and areas for improvement. 4. Develop an Improvement Plan Actionable Steps: Create a plan with speciﬁc, actionable steps to address the identiﬁed areas of improvement. Prioritize Actions: Prioritize the actions based on impact and feasibility.

SCALE Continuous Improvement Plan Deﬁning a Continuous Improvement Model provides a structured approach for consistently enhancing processes, products, or services through ongoing feedback, analysis, and incremental changes. Deﬁned Outcomes Purpose ❏ Innovation: Encouragement of innovative ideas and solutions The purpose of a continuous improvement plan is to systematically that drive competitiveness and diﬀerentiation. enhance organizational processes, products, or services over time. By ❏ Enhanced Eﬃciency: Streamlined processes and operations establishing a structured approach to identifying, analyzing, and leading to improved productivity and reduced waste. ❏ Improved Quality: Consistently higher quality products or implementing improvements, organizations can adapt to changing services through reﬁned practices and standards. conditions, meet evolving customer expectations, and maintain a ❏ Cost Savings: Identiﬁcation and implementation of cost-saving competitive edge in the marketplace. measures, optimizing resource allocation. ❏ Customer Satisfaction: Increased customer satisfaction by This proactive strategy not only fosters innovation and eﬃciency but meeting or exceeding expectations through continuous also cultivates a culture of learning and collaboration within the enhancement of oﬀerings and services. organization, driving sustainable growth and delivering greater value Salesforce Adoption Dashboards to stakeholders. Continuous Improvement Plan Matrix Best Practice Continuous Improvement Plan Template Tools & Templates

SCALE Conduct Quarterly Business Review (QBR) A Quarterly Business Review (QBR) is a strategic meeting held every quarter to evaluate and discuss the performance, goals, and future plans of a business or partnership. How To Perform 1. Preparation 3. Execution ● Schedule the Meeting: Set the date and time well in advance. ● Follow the Agenda: Keep the meeting focused and on track. ● Set Objectives: Deﬁne clear goals for the QBR. ● Engage Participants: Encourage active participation. ● Gather Data: Collect performance metrics, ﬁnancial reports, and ● Present Clearly: Use visual aids for data presentation. customer feedback from the past quarter. ● Document Key Points: Take detailed notes. ● Prepare the Agenda: Outline topics, time, assign presenters. 2. Agenda Structure 4. Post-Meeting Follow-Up ● Introduction: State the purpose and objectives of the QBR. ● Distribute Minutes: Summarize discussions, decisions, and actions. ● Performance Review: Highlighting achievements and challenges. ● Track Progress: Monitor action items and goals. ● Customer Feedback: Share insights from customers. ● Maintain Communication: Keep stakeholders updated throughout ● Financial Overview: Review ﬁnancial performance. the quarter. ● Operational Review: Discuss project updates/resource allocation. ● Goals and Objectives: Set SMART goals for the next quarter. ● Action Items: Deﬁne and assign tasks with deadlines. ● Q&A Session: Allow time for questions and discussion. ● Conclusion: Summarize key takeaways and next steps

SCALE Conduct Quarterly Business Review (QBR) A Quarterly Business Review (QBR) is a strategic meeting held every quarter to evaluate and discuss the performance, goals, and future plans of a business or partnership. Deﬁned Outcomes Purpose ❏Performance Assessment: A clear understanding of the business’s performance over the past quarter, highlighting achievements and The purpose of a Quarterly Business Review (QBR) is to evaluate the identifying areas needing improvement. performance of a business over the past quarter, ensuring alignment ❏Financial Review: An analysis of ﬁnancial health, including revenue, with strategic goals and objectives. During a QBR, key stakeholders expenses, and proﬁtability, to ensure ﬁscal responsibility and come together to review essential metrics, ﬁnancial results, customer sustainability. feedback, and project progress. ❏Customer Insights: A review of customer feedback and satisfaction levels, identifying trends and areas for enhancing customer experience. This comprehensive analysis helps identify successes, challenges, and ❏Goal Setting: Establishment of speciﬁc, measurable, achievable, areas for improvement. By assessing these factors, the team can relevant, and time-bound (SMART) goals for the upcoming quarter. ensure that the business is on track and make informed decisions to ❏Action Plan Development: Creation of a detailed action plan with adjust strategies or operations as needed. Salesforce Adoption Dashboards assigned responsibilities and deadlines to achieve the set goals. ❏Team Alignment: Alignment among team members & stakeholders on strategic priorities and initiatives for the next quarter. How to plan a QBR Guide Best Practice QBR Template Tools & Templates

Monitor & Control Phase 7 Deliver Like Salesforce Methodology

The key activities listed are a OL MONITOR & CONTR reference guide on best practices, in no particular order, and serve as recommendations depending on the project scope. Key Activities Introduction Manage the engagement in terms of plans, costs, scope, Ongoing Monitoring & Control timelines, etc. to ensure that the desired business ● Project Management Plan outcomes are realized. ● Change Management Plan ● Issue & Risk Register Objectives ● Scope Management Plan ● Schedule Management Plan What’s involved ? ● Consists of a set of actions required to track, review and ● Cost Management Plan orchestrate the progress and performance of the ● Resource Management Plan project ● Key to keeping the project on track and improving the ● Stakeholder Engagement Plan chance of project success. ● Org Performance Reports Why is it important ? ● Runs across every stage of the project ● Project operates within the ﬁnancial boundaries for hours and expenses ● Technical debt is monitored and controlled ● Risks identiﬁed early through reporting

OL MONITOR & CONTR Ongoing Monitoring & Control Manage the engagement in terms of plans, costs, scope, timelines, risk at every stage to ensure that the desired business outcomes are realized. How To Perform Performing project monitoring and control involves several key steps to ensure project goals are met and deviations are promptly addressed. Begin by establishing clear performance metrics and milestones that align with project objectives. Regularly collect and analyze project data to assess progress against these metrics, identifying any variances or risks. Implement eﬀective communication channels and reporting mechanisms to keep stakeholders informed and facilitate timely decision-making. Utilize project management tools and techniques such as earned value analysis or critical path method to monitor project performance and resource utilization. Continuously evaluate and adjust project plans as needed to optimize resources, mitigate risks, and ensure project delivery within scope, schedule, and budget constraints.

OL MONITOR & CONTR Ongoing Monitoring & Control Manage the engagement in terms of plans, costs, scope, timelines, risk at every stage to ensure that the desired business outcomes are realized. Deﬁned Outcomes Purpose ❏ Early Issue Detection: Prompt identiﬁcation of deviations from project The purpose of ongoing project monitoring and controls is to ensure plans or objectives, allowing for timely corrective actions. that the project stays on track towards its objectives by continuously ❏ Resource Optimization: Eﬃcient allocation and utilization of resources, assessing progress, identifying deviations or risks, and implementing ensuring optimal use of budget, time, and personnel. corrective actions as necessary. ❏ Risk Mitigation: Proactive management of risks through continuous monitoring, reducing the likelihood of negative impacts on project This process helps in maintaining transparency, accountability, and delivery. stakeholder alignment throughout the project lifecycle. By monitoring ❏ Stakeholder Engagement: Enhanced communication and transparency, fostering stakeholder conﬁdence and alignment with project progress. key performance indicators and milestones, project teams can ❏ Quality Assurance: Monitoring project performance metrics to uphold proactively manage resources, address issues promptly, and optimize quality standards and ensure deliverables meet expectations. decision-making to achieve successful project outcomes within ❏ Adaptability and Flexibility: Ability to adapt project strategies and plans Salesforce Adoption Dashboards deﬁned constraints. based on real-time data and insights, ensuring responsiveness to changing conditions or requirements. Project Management Essentials Enablement Best Practice Project Templates Included in Earlier Stages for all Monitor and Control Activities Tools & Templates

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