A Partner Readiness Guide to Project Risk & Issue Management

A Partner Readiness Guide to Project Risk & Issue Management A Partner Readiness Guide to Project Risk & Issue Management equips you with the tools, strategies, and insights needed to identify potential risks early, mitigate issues efficiently, and deliver projects with confidence. Effective risk and issue management is crucial to ensuring successful project outcomes, especially in complex Salesforce implementations. The learning resources in this guide are continuously evolving. Check back frequently to stay informed and leverage the most recent content.

Project Risk & Issue Management Readiness Journey Best Practice Guidance 3 1 2 4 Say Hello to Project Identify, Assess Monitor, Manage Partner Risk & Issue & Address & Communicate Success Management Project Risk Project Risk Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

1 Say Hello to Project Risk & Issue Management Stay ahead of project challenges for seamless delivery Benefits of Risk & Issue Management Project Risk & Issues Management Risk Management is the process of identifying, assessing and 1. TRUST By identifying and communicating risk, customers addressing project risk. This is a proactive exercise that should be trust that you know what you’re doing and that you’ll managed by the project manager early in the pre-sales phase as risks collaborate with them to drive a successful outcome. may or may not occur during the project. 2. PROJECT CONTROL With risks documented you can better control the project and manage stakeholder Unmanaged risks become issues which may have significant impact expectations. on the project delivery, timeline and cost. 3. BOTTOM LINE When you find problems early in a project, Starting conversations early with your customer and delivery team they are typically less costly to fix. Early detection can ensures trust, communications and awareness from project kick off reduce project costs. and throughout the delivery process. Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

2 Identify, Assess & Address Project Risk Safeguard your project from risk early Identify Assess Address Risk Management Tools Risk Log Template Risk Management Plan Once risks are identified and assessed with clear priorities - it’s time to plan to The first step is to identify, document, Once identified, the impact of each risk address them. and communicate the anticipated can be scored and prioritized in a project risks and impacts in a Risk Log. programmatic way. The 4 methods to address a risk: This process should be carried out prior Risks have 3 dimensions: ● Mitigate - resolve/reduce likelihood to project kick off by the delivery project risk becomes and issue manager with support from the customer ● Probability - the likelihood the risk ● Transfer - to other resources to and project delivery leads. The risk happens resolve management process should then be ● Impact - how risk affects scope, time ● Eliminate - remove the requirement documented in the SOW to the and cost if possible customer. ● Proximity - how soon would the risk ● Accept - risks that can be absorbed happen with minimal impact Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

3 Monitor, Manage & Communicate Risk Proactive Risk Control: From Insight to Action Prior to Kickoff During Kickoff During the Project ● Review the SOW line by line ● Prior to signing, review the risk register ● Schedule ongoing executive, steering with the customer to manage committee and team meetings to set ● Have the client agree that the SOW expectations. up formal governance. Risk items meets expectations and is still aligned always being part of the agenda(s). ● At the time of signing, send an email ● If there is an issue, now is the time to that outlines the project risk areas from ● Set a specific call for data review PRIOR identify and discuss change orders the SOW. to migration. ● Provide templates for data (if ● At this point, the client has signed off ● Schedule calls with 3rd party solution applicable) and discuss data best on the deliverables and received them providers - stay involved. Their delays practice with the client via email. are your problem. ● Present the project plan with timelines ● Schedule the kickoff and set an ● Understand phases to determine if a agenda, including each of the risk areas soft launch is possible rather than ● Make sure roles and responsibilities are as agenda items. waiting for project completion. clearly defined and commitment to availability Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

4 Partner Success Risk-Smart Strategies for Partner Excellence If issues arise that impact the project’s timeline, cost, and/or quality, please follow best practices to define a risk mitigation plan and provide recommendations to the customer. For Salesforce's best practices in risk and issue management, please watch the recording below. Project Risks/Issues Technical Support Delivery Excellence Red Account Program The Salesforce Red Account Program helps customers and When Salesforce Product and Technical Risks/Issues For Salesforce Delivery partners by creating a resolution arise during a customer implementation: Excellence live enablement, plan for escalated risks or issues. If tools, templates, 1. Log a Case with Salesforce Technical Support a Red Account is created, a on-demand training courses, Salesforce representative will 2. Reach out to your Salesforce Account Executive, support and guidance. contact you and your customer to your Partner Account Manager and/or Partner collaborate on a solution. Sales Counterparts and inform them of the JOIN The Official: Partner Check out the "Find a Path business impact to the customer. Delivery Readiness Group Forward with the Red Account Program." on Partner Learning Camp. Watch: A Partner Guide to Project Risk & Issue Management Enablement > Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

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