Graham Russell & Christine Marshall 17 min

Overcoming Salesforce Org Growing Pains


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Thank you for joining us today.

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I'm Graham Russell from Own Company.

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We're delighted to be a groundbreaking sponsor of Salesforce World Tour of

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London.

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And on, we help thousands of organizations to protect and activate the

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information they

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keep in SaaS platforms like Salesforce, ServiceNow and Microsoft Dynamics CRM.

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We have a suite of Salesforce solutions covering backup and recovery, data arch

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iving,

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sandboxing and data security and more.

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And our customers use those solutions to ensure business continuity,

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to help them be compliant with industry regulations, to support on platform

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development,

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and to manage their data.

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I'm delighted to be joined today by Christine from Salesforce Ben.

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Thank you so much for having me, Graham.

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Why don't we dive straight in to our session today?

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And let's talk about growth because growth is good.

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And we are seeing significant growth in the usage of Salesforce.

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People are creating brand new custom objects, more fields.

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They're making more use out of standard Salesforce functionality.

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They are constantly adding new records to Salesforce, which is wonderful.

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That's what we want to see.

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We want to see people using Salesforce.

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And I know that, Graham, you've seen quite a lot of growth from your customers

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as well.

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What kind of growth are you seeing?

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Yes, we do.

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We support several thousand Salesforce using organizations with daily backups.

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And that allows us to look at the size of their organizations within Salesforce

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and see how that's changing over time.

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In the past 12 months, the average Salesforce using organization has included

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57%.

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So 57% across their data, their files, their attachments, the metadata,

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the nuts and bolts that holds it all together.

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And that's because organizations enjoy the outcomes delivered by Salesforce.

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So typically they're going all in on the platform and using that to run their

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organizations

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and to achieve their organizational goals.

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So growth is terrific, but it can lead to some challenges.

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And that's what we're going to talk about.

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We want to give you some guidance on those challenges.

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What to watch out for and how to avoid the pains associated with Salesforce

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organizational growth.

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There's five challenges that we're going to find.

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First is performance degradation.

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More and more information in Salesforce.

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Typically you're going to see some system performance issues.

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Your reports are going to take a little bit longer to run.

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Your search results are going to be slowed as well.

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Now those can cause daily headaches for Salesforce admins,

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but they definitely also cause headaches for the Salesforce users across the

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organization.

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So one of the negative consequences of having more and more data within your

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org.

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Second, compliance issues.

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Now, regardless of your industry, there will be some standards

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that you have to meet regarding how you manage data

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and how you store that data, what data you retain or do not retain.

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And as your Salesforce org grows, it becomes more and more difficult

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to be compliant because of just the sheer amount of data

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and the variety of data that you're holding.

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So that's another consequence of org growth.

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Number three, vulnerability.

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So you've got a larger data set.

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That increases the likelihood of human error of things going wrong

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and accidental data deletion or some fat fingering.

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And data loss and corruption have significant consequences

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for organizations using Salesforce.

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Because if a mistake does happen, you've got more and more data to the sift

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through to try and work out what's been affected

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and it becomes more and more complicated to restore your data

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and get everything back into order.

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There's another more sinister aspect to this, though, associated with growth.

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It's the larger your Salesforce organization,

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the more reliant you are on it.

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And the greater a target you are for those outside the organization

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with wishing us harm, think cyber attacks.

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So with organization growth and all those benefits

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comes vulnerability as a challenge.

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Two to go.

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I'm going to go to complexity next.

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So when you're adding more information into Salesforce, customer records

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and files and attachments and such, like, you're usually adding complexity as

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well

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because of the relationships between the data that you have in there.

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They want a single customer record, simple record.

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And it might be associated with multiple sales opportunities over time,

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multiple support tickets.

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Those relationships mean there's complexity in terms of what you're doing.

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And as data volumes grows and shooting data consistency

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and preventing errors, it becomes more challenging.

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Number five, hard cash.

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The other will come a point where you're approaching your Salesforce storage

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limits

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and the typical solution, buy more storage.

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And so over time, those costs escalate because you need more and more.

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Remember, 57% the typical growth year on year.

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So what's growth is great?

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It can bring some difficult consequences, such as we discussed here.

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Now, does it matter?

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Does it really matter?

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Well, I think it does.

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Nobody wants to slow system.

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Nobody wants to be in breach of compliance standards and face with the fines

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there.

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Nobody wants to be paying for more unnecessary storage.

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Nobody wants the hassles and the pains of trying to restore data after the loss

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of corruption.

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Here's a couple of high-water exercise for you on that last point.

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In a survey conducted in December by Forester,

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they found that 32% of Salesforce using organizations were losing more than a

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gigabyte of data

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at least monthly.

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Now, that may be unimportant data, but one of it's not.

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One of it's important customer records and details of transactions and services

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and such like.

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There's also a couple of other studies that talk about the cost of downtime

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averaging $2.4 million.

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And if you're in a regulated industry, non-compliance, the cost of those

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breaches is also extremely costly.

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So as a Salesforce customer, you're responsible for making sure this doesn't

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happen to you.

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Christine, perhaps you can explain the role that the customer has to play here.

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Absolutely.

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Well, we are so used to Salesforce doing most of the heavy lifting.

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It can be really easy to forget that there is an onus on us as the customer to

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protect our own data.

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And Salesforce operates under a shared responsibility model,

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which in simple terms means that Salesforce are responsible for the

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infrastructure

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of making sure that we have access to Salesforce 24/7.

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But as the customer, we are responsible for the security and compliance of our

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data.

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So look, I know everyone's super busy and it can feel like this is something

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that can be forgotten about

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until a later date. But you definitely want to think twice before depriorit

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ising this.

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But Graham, there's some good news, isn't there? Because we've got some steps

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to mitigate any issues.

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We definitely do. And we want you to be all in a Salesforce and to enjoy the

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benefits that comes with that.

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But let's avoid some of those pains. We've got six pieces of advice, six

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actions to recommend to you.

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We're going to take the next few minutes to talk to each of those.

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Now, before you go rushing for a pen and paper, we do have some links coming up

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at the end

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that you can scan with your phones that will give you access to some great

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resources.

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So sit back and you can take this in. Christine, you're going to talk to the

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first recommended action, aren't you?

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I am indeed. Thank you for giving me what will most likely be the least popular

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of the best practices that we'll recommend.

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But it is critical and it's where you need to start.

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So the first thing that you should do is to undertake a data and process audit.

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That means taking an inventory of your Salesforce data.

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What standard objects and fields are you using? What custom objects and fields

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have you created?

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You should also think about classifying that data and that means reviewing each

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object and field to determine its criticality.

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So is it essential? Is it business critical that's being used every day or is

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it secondary?

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And then after that process mapping, so identify any processes, especially

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those that generate data in Salesforce.

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You want to analyze how your data is flowing through Salesforce through the

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different stages in the lifecycle from brand new data to business critical data

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to data that's become old and is no longer needed on a regular basis.

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Now by mapping your processes, you should be able to pinpoint potential redund

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ancies or outdated data creation practices.

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Now after everyone obviously creates, has a super, super thorough audit. What

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should they do next gram?

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The deep joys of all the things. Hey, well, listen, if you're to avoid some of

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the growth challenges, you're going to want to develop clear policies on what

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data to retain and for how long I buy inference.

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I mean, you should also say what data you do not have to retain that you can

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remove from your organization's keeping smaller and healthy.

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The first step is to understand the regulatory requirements. Do your research.

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That allows you to then work out what data you have for the Salesforce that is

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subject to those regulations.

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And from there you can make some decisions. Now, please don't make those

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decisions in isolation.

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You'll work with colleagues and stakeholders in the organization to understand

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the importance of different types of information, the importance of having

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access or being able to have to retain or otherwise.

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And then once you've made those decisions document them so your policy is clear

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cut. Tip number three, Christine, that's back to you.

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So if a tip three we want to talk about archiving, do you have a cohesive Sales

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force archiving strategy?

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And if not, now is the time to rethink how your organization oversees this

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stage of the data lifecycle.

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By archiving your dormant data, you can help meet compliance regulations, you

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can improve system performance, and you can also reduce storage and overage

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costs.

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But there are a few things to think about when choosing an archiving tool.

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So first up, you want to make sure that you can automate your archiving

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capabilities.

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You don't want to add to anyone's workload and anything being done manually is

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at risk of human error.

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And the next thing you want to think about is making sure that the tool that

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you choose can offer you really flexible retention policies,

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because you want to be able to have different retention policies for different

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data or to meet different compliance needs.

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You should also think about future accessibility to these archived records,

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just because you don't need them today.

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You might need to access them in future and your users might need to access

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them in future as well.

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So if we're thinking about future access, we also need to think about

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relationships because a record in isolation is not particularly useful.

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So we need a tool that will maintain the parent child connection between

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records and also any related record relationships.

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And lastly, you need to ensure that wherever you're storing your data, it is

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secure.

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And not just where you're storing it, but also however you get it from point A

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Salesforce to point B, your archiving solution,

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that its journey there is also secure.

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So we spoke earlier about the vulnerability to data loss or corruption that can

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be associated with your sales force or growing.

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You should see a data recovery plan as a standard, something that every Sales

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force using organization should have in place.

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The first steps are, again with colleagues, agreeing your recovery time of

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genetics.

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That's how long you're prepared to recover from a loss event.

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You should also think of your recovery point objective.

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That's the maximum length of time permitted that you can restore data from.

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Now most of our customers run their backups once a day.

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So their RPO is up to 24 hours.

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For others, especially in regulated industries, financial services and pharma,

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it's much more frequent than that.

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So we'll run their backups every four hours, even more frequently than that

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when it starts in objects.

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And coming to market soon, we've got a thing called continuous data protection

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that is going to be absolutely pioneering when it comes to recovery point

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objectives.

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But you've agreed your RTO, you've agreed your RPO, and then you need to get a

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solution in place that allows you to meet those objectives.

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So when you weigh up your options, make sure you think of it as some of these

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factors.

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Consider backup coverage is everything that matters to you, going to be backed

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up and protected such that you can restore it.

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Think about frequency.

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You want to make sure you've got access to the backups regardless of what's

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going on with Salesforce.

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Imagine the worst case scenario, Salesforce is down.

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That's exactly when you want to be able to access your backup.

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So if you're going to be back access those backups through Salesforce, that's

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something to consider.

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You also want to make sure that you're chosen backup and recovery solution

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as this functionality is going to alert you to potential data loss as a

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corruption.

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It's going to make it super easy for you to investigate a loss event.

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And more importantly than anything, it's going to help you to swiftly and

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precisely restore just the affected data

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so you get back to business as usual as quickly as possible.

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And then there's also a piece of our communications.

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Make sure that colleagues are aware of the backup and recovery plan and the

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processes that you've been placed.

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Right, Kristin, we've got two more to go.

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Absolutely. Well, as Graham said before, don't do any of this in isolation.

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It's really important to get your business and your users involved.

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So for our next point, it's to educate your team and your stakeholders.

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And there's a couple of things that you want to do here.

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So you need to train your users on how to identify and flag any data that can

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be archived.

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Communicate your data retention policies to all of your employees.

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But also train users on the process for requesting access to archived data

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because you don't want them to not want to archive data in case they can't get

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it back.

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But even more importantly, I would say is to practice any data loss scenarios.

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So investigating data loss, resolving data loss issues.

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You don't want to be dealing with it when the worst happens if it should happen

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Be sure to practice these scenarios and how you would resolve them before you

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have to do it in real life.

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I could not agree more with you on that point.

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I spoke with a customer the other day and their rehearsal process was in a

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sandbox environment,

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one member of the team was deleting data and records

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without telling the other member of the team who then had to go in and

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investigate what was going wrong

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and check they could then restore their effective records and data.

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If you can't do that whether it's around archiving or backup and recovery,

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then I think it's worth investing some time and energy into making sure that

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you are able to undertake that kind of practice.

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Right, we're almost at time so let's get to this.

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I would suggest that data life cycle management should not be a set and forget

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emotion.

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You're going to want to review your archives and your backups.

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It doesn't need to be a huge drain of resource in your time to do so.

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You're going to want to continue to explore opportunities for further

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improvements in managing and maintaining your org size.

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And of course you're going to want to keep up to speed with the regulations and

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change your approach accordingly.

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I think just as your org grows, as your use of Salesforce grows,

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you will want to review your approach frequently anyway because what was right

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last year probably isn't right now

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and to in three, six, nine or twelve months time.

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Christine, I think we've identified some of the challenges associated with org

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growth

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that we've highlighted, steps that can be taken to mitigate those challenges.

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But we're going to sum it all up.

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What are the benefits of looking at data archiving and data protection as key

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factors in Salesforce management?

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Absolutely.

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Well, if you need any more incentive to get serious about your data life cycle

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management,

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then let's take a quick look at what's in it for you and we'll start with

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performance.

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You can improve your performance and your org speed, making it lightning fast,

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pun intended by removing old and obsolete data.

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By having a archiving policy, you can make sure that your data is compliant.

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It's also important to note that data life cycle management can help you with

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your security

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and protect against the ever increasing cost of cyber attacks.

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And lastly, save money.

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By archiving your data, you can save money, save on the cost of storage as your

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business grows.

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So Graham, where can our watchers go for more information?

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Well, the users of our cos I promised earlier on, and we'll run some hyperlinks

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to these as well.

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These guides are not sales tools.

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They will offer you good advice about the steps you should take and the points

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to consider.

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As you make sure you don't incur any of those issues associated with sales

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force or growth.

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And of course, you can go to owndata.com and for further information and

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resources and guides there as well.

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Christine, my thanks to you for joining me today and for all your wonderful

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advice.

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I really appreciate the guidance you've got for our audience.

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Thank you, Graham.

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