Salesforce is one of the most used tools in the business world. No matter how powerful a tool is, its success is measured by how friendly it is for the users. Salesforce’s UX design comes in handy here.
Salesforce assists users in accomplishing their objectives more quickly and with less effort. As per a Salesforce study in 2023, almost 90% of buyers indicated that the experience a company offers is as important as the goods or services being sold. When users appreciate the system, they access it frequently. This results in improved data, sharper strategies, and delighted teams.
In this article, we will cover all the practical tips that Salesforce admins need to create beneficial experiences for users. Novice or seasoned admins, this article will provide you with simple concepts and actionable steps.
User Experience (UX) in Salesforce deals with a lot more than just aesthetics. It also deals with the ergonomics or physiology of the platform. Good UX helps users effortlessly locate tasks, carry out their functions, receive satisfaction from using the system, and decrease frustration. While good ergonomics makes the UX easy, Salesforce users stay happy and productive.
Now you might be hearing the term User Interface (UI) quite a bit. UI includes the visuals associated with the system: the buttons, menus, colors, and screens. UX, however, is much broader and deals with the experience. It considers everything behind the workflow: the business rules, processes, users, and actions taken. UI is therefore the look, and UX is the feel of the system.
UX is extremely important for both admins and users because both will be first-hand users of the system. Admins design and maintain Salesforce, so they directly affect user experience. A good UX enables users to disengage from manual business processes, have a positive attitude, cleanse with Salesforce, and accurately capture and report information. Conversely, poor UX will drive users away from the interface resulting in poor performance, missing processes, incorrect information, missed workflows, and poor opportunities.
Admin's understanding and improving UX assists them in building a Salesforce atmosphere that is cohesive with systems that benefit the teams and uplift productivity.
Good Salesforce User Experience doesn’t just help one user type, it helps every user who interacts with the platform. Let’s examine the key categories. Also, examine how better UX impacts each:
These are the individuals who go out, close deals, and establish partnerships. When Salesforce is user-friendly, sales reps spend less time trying to navigate menus and more time with customers. Smooth UX translates to speedy updates with better tracking and more sales.
Salesforce is an important tool for service teams that need to address customer challenges within stipulated timelines. Enhanced experiences help an agent retrieve relevant data quickly, which improves information, response quality, and overall customer satisfaction. Poor usability means no value added for agents and frustrated customers.
Salesforce admins construct and support the system. Positive Salesforce user experience lowers their support requests, making it easier for users to stay productive. Focusing on UX helps admins trust users to adopt solutions across the company, which increases user adoption.
Leaders require a clear line of sight for decision-making. Good UX makes accessing and understanding reports and dashboards effortless, which boosts confidence in the data and strategies among the execs.
In short, everyone’s goals with Salesforce share one key element- improved UX. Each group is more productive and motivated. Improved experience means improved performance.
Although Salesforce provides some amazing features, there are challenges users come across that frustrate them. These are the issues an organization faces that have solutions depending on users’ needs.
With Salesforce, there are so many options and buttons that it is quite overwhelming at times. Screens tend to feel cluttered, which makes it difficult for users to adjust.
The pages and records in Salesforce are sometimes very tedious and time-consuming to find. If the method is complicated, users take a long time searching for records, which means time is wasted.
When applicable fields are piled with irrelevant fields, it becomes a challenge to fill them, which results in errors.
Many users are required to use Salesforce on their phones or tablets. If the system is not designed to respond to mobile tools, it becomes very sluggish or hard to use on the go.
New users require proper guidance to use Salesforce as improperly trained users feel completely lost without proper guidance. A good onboarding process helps them use the system easily instead of avoiding the platform.
Making these adjustments allows admins to enhance Salesforce while making it more enjoyable for users.
Salesforce has numerous tools available for the admins to ease the work for the users. The following are simple features that can enhance productivity for the users:
These make pages easier and quicker to navigate as only the required fields are displayed. These reduce clutter and increase efficiency.
With these tools, users receive prompts and simple steps to assist them while they work. It is like having an assistant during work to help users streamline processes.
As the name suggests, paths direct users to the next action while providing critical information at a glance. Both these features serve a vital role in helping users perform actions seamlessly.
With this feature, critical numbers aid in tracking progress visually, which increases user engagement.
These are short feedback forms positioned in Salesforce to obtain user opinions. Admins can use this feedback for improvements. For more information read the article on "The Power of Salesforce UI Design for Better User Experience.”
However, these features and tools all promote ease of use and enhance fun while using Salesforce.
Not everyone makes use of Salesforce in one unified manner. Sales Reps, service agents, and managers all have distinct functions. Customizing the Salesforce user experience for each role allows everyone to work optimally. Below are some simple ways to customize Salesforce:
Only show each user the fields and information they require. This maintains clarity for all pages.
Construct dashboards that illustrate crucial metrics for each position. Sales reps should view their goals and manage the team's performance.
Provide helpful hints and explanations based on the user’s function. It helps them accomplish their assignments in a stepwise manner.
However, customizing Salesforce this way enables faster and easier processing.
Maintaining a good Salesforce user experience involves tracking certain metrics. These metrics show what is good and what needs to be fixed. Key metrics to monitor are:
How active are users in logging in to and using Salesforce? Greater adoption rates suggest a greater appreciation for the platform.
What is the average workload finish time for users? Quicker completion rates are indicative of an easy-to-use system.
What do the users of Salesforce feel about it? Greater user satisfaction means an improved experience.
A lower number of calls for help indicates that users perceive Salesforce as simpler and less confusing.Furthermore, tracking these metrics gives everyone a better Salesforce experience.
While improving the Salesforce experience, some blunders are bound to happen. Let’s look at some mistakes to steer clear of:
A ton of buttons, fields, and options make an interface uncluttered and simple by default, yet clean flexibility is a rarity for users' screens. Strive for better clarity and simplicity.
While it is always good to encourage automation, sometimes users need to be left with something to do. Asking users before implementing automation is always helpful. Ultimate tightening of reins on controls can make things frustrating.
Everyone salesforces on the go nowadays. If an interface is cumbersome on mobile, Salesforce users are going to struggle a lot.
Assuming users are satisfied with the product is foolish. No matter how rigid the design is, always ask for feedback and improve upon the reality dictated by the responses.
In short, avoiding blunders like these allows for a better experience without complexity.
A Salesforce user experience benefits your business in multiple ways. These are some of them.
Sales users engage with Salesforce as it automates data capture. This increases efficiency for your organization.
Good UX helps sales and service employees improve their work efficiency. As a result, customers are more satisfied, and revenue increases.
Helpful processes increase the precision of your reports and forecasts. This enables smarter decisions within your organization.
In brief, excellent UX assists every business area, resulting in business value acceleration.
The Salesforce UX will be changing for the better in one way or another. Here are some predicted trends to keep an eye on.
Salesforce will be better and smarter by showing the right information at the exact time a user needs it. AI will work on predicting users’ most likely needs and therefore smooth their workflow.
Soon, Salesforce users might be able to speak to Salesforce IVR Systems as they do with a human assistant. Voices and chatbots will be able to perform actions without clicking.
Salesforce users are expected to have pages that respond to users’ actions. In this case, the system will respond to what each user does.
All these mentioned trends are set to enhance the ease and intelligence of Salesforce in the coming years.
An excellent Salesforce customer experience begins with listening to users. Gather their feedback and implement changes, no matter how small, regularly. Small efforts can yield transformative results.
Ask your employees to expand their knowledge of UX through Salesforce certification and Trailhead courses. Their understanding of Salesforce will greatly improve.
Do you want your users to have a more enjoyable experience with Salesforce? Reach out to PixelConsulting to start transforming your Salesforce experience with us today!
Salesforce UX refers to the ease and enjoyment people derive while using Salesforce. It deals with everything from the aesthetics of the pages to task completion.
Not really. Salesforce experience is holistic while using Salesforce. UX design is how to make that experience as easy and enjoyable as possible.
No! Modifying UX can be done without programming in Salesforce. You can improve things by clicking, dragging and dropping, and through settings.
Ignoring mobile users, asking, or not asking for feedback, cluttering pages, too much automation, and too little responsiveness are some common mistakes.
With Salesforce being easy and enjoyable to use due to good UX, the lifetime value of the users increases.
Read Also : Salesforce workflows
