Salesforce for Collaboration and Privacy

  • May 22, 2023
  • Girikon
Background

The client was one of Girikon’s existing customers that were satisfied with the results of the previous Salesforce Implementation Services provided by Girikon. At that time, the client wanted to implement Salesforce for two departments, one of which only allowed certain users to access their records. As Girikon has vast experience aiding organisations in tackling important and challenging business requirements, the client once again approached Girikon to implement Salesforce for these two departments.

About the client

The Client is a Technical and Further Education institute that offers approximately 4510 full-time students with more than 235 courses every year.

The client has two different departments that help local people improve their employability. The department that provides employment pathways for students is funded by the Australian government and thus, requires absolute privacy: no one, no matter what their role is in the client’s organisation, would be able to access that department’s data unless they belong to that department. The other department, which focuses on developing a Skills Strategy for the region, also needs to be integrated into the Salesforce instance with fewer privacy requirements.

The Problem

The client had the following requirements for the project:

  • The new government department did not want any of the pre-existing or future departments to have access to the records related to them since they held highly sensitive data. This also included admins and higher-ups in the company such as the CEO.
  • Both new departments had similar but different sales processes compared with what already existed.
  • The new departments wanted the ability to capture the leads, a large proportion of which come through emails, within Salesforce, and with minimal manual effort.
  • A new web form needed to be set up so that leads can be captured in Salesforce from the different departments.
The solution

Girikon was able to provide the client with the following optimisations based on the discovery sessions. 

Roles and Profiles:

  • Configuration of Roles and Profiles so that there is maximal security around records from the government department.
  • Creation of sharing rules and role hierarchy to ensure that some specific records could be shared with users with authorisation to the records.

Outlook Configuration:

  • Outlook was integrated into the Salesforce org through Einstein Activity Capture.
  • Users were guided on how to use Salesforce directly from Outlook.

Lead Configuration:

  • Creation of 2 record types
  • Web-to-lead form
  • Email to lead
  • Creation of new fields
  • Lead assignment rules

Opportunity Configuration:

  • Creation of 2 record types
  • Opportunity ownership
  • Program area and course

Account Configuration:

  • Account Hierarchy 
  • Account ownership
  • Refactoring the process builders
  • Creation of 2 record types

Enhanced Domains

  • Analysis of enhanced domains
  • Rollout of enhanced domains
  • Production deployment
The Outcome

Before the Salesforce Implementation Services, both departments were in the early stage of their digital transformation journeys and only used Outlook and Excel to store information. Salesforce implementation has been the game changer for the client as it allows everyone in the organisation to see the name of the Opportunities related to Accounts, but only team members in the government-funded department to see detailed information about the Opportunities, including emails, tasks, courses, students, and financial-related details. Besides, Salesforce Integration Services with Outlook enables any staff members in that department to create leads in Salesforce using Outlook, making their business process more efficient.

Overall, with Salesforce Education Cloud, the client has saved a lot of time and money as team members across the organisation can now have different levels of visibility into Opportunities to collaborate more efficiently and securely.

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