Salesforce Administration Services

Customer – VS0

Engagement Model – Dedicated offshore support

Support since – 2017

Business Need

• To provide Admin services for Custom Application software built on Force.com
• Provisioning users in the Application ­­­­with appropriate roles, hierarchies and permissions
• Import data into the Salesforce Application from other systems
• secured access to data for Salesforce users and Guest users
• Ensuring GDPR compliance
• Regular refresh of the lower environment sandboxes
• Validating security alerts and critical updates from Salesforce in the Application
• Salesforce Data back up and restoration ­­­­­
• Object Level configurations – Objects, tab, views, fields, page layouts, record types
• Salesforce Built-In Automation – formula fields, validations, workflow rules

TenthPlanet’s process

• All the Salesforce Admin requests are logged in using Remedy force
• E Mail / skype for business / Mittel phone are the tools used for receiving the request
• Requests are categorized based on severity and impact
• Response time, resolution time defined for all the Admin requests
• Triaging the request to the appropriate support group based on the request type