implementation guide team
Implementation Guide
Cloud Coach Team
Our implementation guide explains everything you need to prepare your team, your systems, and your company to be successful with Cloud Coach Team.

Implementation Guide: Team Tier

Built on Salesforce Implementation Guide: Team Tier

Table of Contents

Implementation Guide: Team Tier

Built on Salesforce Implementation Guide: Team Tier

Table of Contents

CHAPTER 1

Implementation Guide: Team Tier

1. Kickoff/Requirements Gathering

Typical Time Taken 2-3 Hours

Stakeholders from your team

Executive Sponsor
Interested Managers
Power Users
Salesforce Admins

Objective

Introduce all the stakeholders and their role in the implementation and to agree on overall Goals for the project. The meeting will also include an overview of the External Project View and discuss how the Cloud Coach team will primarily communicate progress and collect feedback. 

During this meeting we will begin to gather requirements and demonstrate the functionality of Cloud Coach. The Requirements Gathering provides the critical window through which the Cloud Coach team can gain context for the solutions that need to be recommended during the implementation. The two critical pieces are the customer communicating the business process and key requirements that need to be captured inside of Cloud Coach, and the ability for the Cloud Coach team to introduce the out-of-the-box functionality that may lend itself to solving the customer’s needs.

Things to accomplish

This meeting will start at a very high level, and then move into a deeper discussion of requirements. The top of the list will be the Goals that the customer stakeholders are intending to gain by implementing Cloud Coach. Goals could include:

  • Automating Project Creation
  • Increase overall project efficiency
  • Identify common moments where project’s creep in scope

 

The timeline will be discussed and vetted against vacations or company holidays. The team will look to identify:

  • Revision Meetings
  • Deployment Meeting
  • User Training
  • Admin Training
  • Go-Live Date / Project Close

 

The requirements will also be identified and demonstrated, which will include;

  • Gaining a thorough understanding of the customer’s business process(es)
    • Key notification points
    • Important project plan and resourcing capabilities
    • Necessary reporting functionality
  • Start building out components and making high level recommendations around solutions
  • Identify areas that will need configuration and automation

 

Next steps

From this kickoff/requirements meeting, the build is ready to begin and the requirements and solutions start to come to life so the customer can see the iterations during the Build sprint.

CHAPTER 2

Implementation Guide: Team Tier

2. Build

Typical Time Taken 6-12 Hours

Stakeholders from your team

Executive Sponsor
Interested Managers
Power Users
Salesforce Admins

Objective

This phase is the major part of the implementation and will involve a build sprint where requirements are built.

Things to accomplish

The build centers around one build sprint. The cards used in the sprint are related to Requirements so we can reflect the parts of the project that are in progress. 

Note: examples of build components

Next steps

During the build, dates and times for the Revision Meeting(s) will be organized. The customer will be briefed on the overall style of the revision meetings. Which will include a demonstration of the current build items and live revision of any changes that the stakeholder would like to see. 

The key to a successful Revision Meeting(s) is being prepared to watch the demo of the current build and be able to recommend changes during the meeting. It’s a good idea for the customer stakeholders to strategize on who would need to attend this meeting and give feedback. 

CHAPTER 3

Implementation Guide: Team Tier

3. Revision Meeting(s)

Typical Time Taken 2-3 Hours

Stakeholders from your team

Executive Sponsor
Interested Managers
Power Users
Salesforce Admins

Objective

The Revision Meeting(s) provide the critical window through which the Cloud Coach team can take feedback on what has been built and make changes as necessary. This phase is the major part of the implementation and will involve 1 – 2 meetings to hone in on the build using feedback from the customer’s stakeholders.

Things to accomplish

The feedback will be leveraged to either iterate on what was accomplished, and to complete out any outstanding requirements.

Some key areas that will need to be extensively reviewed are:

  • Project initiation workflows
  • Project templates
  • Resourcing
  • Reports and Dashboards
  • Field Sets and Page Layouts

 

Revisions are facilitated in the current working sandbox. This is one of the most critical pieces of the implementation.

The customers that take the Revision phase seriously and vet the workflows end to end and give good feedback are the most successful!

The more repetitions through the different processes that are performed involving different situations or details increase the likelihood of teasing out any issues with the configuration.

Often the revision stage is a good opportunity to get the product in front of new end users to get initial feedback and thoughts from different perspectives. processes that are performed involving different situations or details increase the likelihood of teasing out any issues with the configuration. Often the revision stage is a good opportunity to get the product in front of new end users to get initial feedback and thoughts from different perspectives.

Next steps

Once the build and revisions are complete, the components are packaged into a change set and prepared for deployment. There are different strategies for deployment, so the Cloud Coach team can work with the Salesforce Admin to make sure we’re delivering the correct type of deployment to fit in with the Admin’s protocol.

CHAPTER 4

Implementation Guide: Team Tier

4. Deployment

Typical Time Taken 1-3 Hours

Stakeholders from your team

Interested Managers
Power Users
Salesforce Admins

Objective

The deployment is where all of the configuration and managed packages from the implementation are deployed into the Production environment.

Things to accomplish

There are a couple of pieces of work involved in the Deployment.

  • Install the managed packages in the Production environment.
  • Push the Change Sets to the Production environment
  • Provision the Cloud Coach and Salesforce Platform licenses for the Production org.
  • Complete the Post-Deployment Document steps
  • Validate the workflows are working as expected in Production.

 

The general theme of this stage is to make sure that everything is set up and functioning as expected in anticipation of the Go Live date.

Next steps

The next step, often done concurrently with deploying all the changes to Production is to conduct training sessions for the end user and admin groups.

CHAPTER 5

Implementation Guide: Team Tier

5. Training

Typical Time Taken 2-4 Hours

Stakeholders from your team

Executive Sponsor
Interested Managers
Power Users
Salesforce Admins
End Users (as desired)

Objective

The objective of the training stage is to make sure we’ve given the customer stakeholders as much of a leg-up as possible for the Go Live date and subsequent roll out.

We want to guide the users through the Cloud Coach product using the out-of-the-box functionality as well as the configurations that have been made in order to give them an end-to-end context of the tool as well as how it meshes with, and helps accomplish, the business processes of the organization.

Things to accomplish

Training sessions are run differently for pretty much every customer depending on the number and variety of different business units involved, the availability of the users, and the complexity of the configuration. There are a few consistent goals for every training stage:

  • Make sure all users have the option of accessing the tool in one of the sandbox environments.
  • Guide them through the product and allow for questions to be asked
  • Send them the resources (session recording, slide deck, etc) for them to be able to follow up afterwards.

 

The more time that can be set aside for users to click along during the training session and afterwards will tangibly pay off after Go Live as those concepts a user is able to practice will be cemented in their mind and comfort with the new workflows will increase dramatically.

We also try to set aside a dedicated session for the Salesforce Admin(s) to give them a specific behind the scenes session on the configuration, what parts of the SFDC platform we leverage to allow the Admin to maintain the Cloud Coach install from a declarative standpoint.

This information isn’t typically relevant for the end users, but can give the admin an advantage when it comes to supporting the installation long-term.

Next steps

Once the deployment is complete and the users are trained, it’s time to wrap up the project!

CHAPTER 6

Implementation Guide: Team Tier

6. Go Live

Typical Time Taken 1 Hour

Stakeholders from your team

Executive Sponsor
Interested Managers
Power Users
Salesforce Admins

Objective

Set the stage for a successful roll-out to the rest of the user group.

Things to accomplish

The priorities for this stage are:

  • Introducing the stakeholders and user group to the Customer Success Manager from Cloud Coach, who will be facilitating the long-term relationship.
  • Close out the Onboarding project and move the customer to the CS project.
  • If needed, advise on the roll-out strategy for the particular customer.

The Customer Success Manager (CSM) will be introduced to the group to walk everyone through the support strategies employed by Cloud Coach.

They’ll run through the best ways to get support for the product as well as outline a check-in cadence for them to continue to support the roll-out as well as look forward to longer-term goals the organization may have for Cloud Coach.

We’ve seen different methods for rolling out the product to the broader user base:

  • Cut over date (all new projects after a certain date are created in Cloud Coach)
  • Data Migration (more effort required, but in flight projects are converted into the Cloud Coach projects and current progress is reflected)
 

Next steps

Now that the CSM is introduced, they’ll take over the managing of the customer relationship and any ongoing support the client may need.

This can involve follow up training for new users, helping with links to documentation in the Knowledge Base, or helping to facilitate a Phase 2 project to further enhance the functionality of Cloud Coach.

Congratulations, you’ve successfully implemented Cloud Coach and are on your way to managing successful projects on Salesforce and increasing the effectiveness of your organization!



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