One of the major ongoing concerns for Salesforce customers everywhere is the fact that while you can have best practices incorporated during your first implementation, handling the systems issues becomes more and more complex once you start growing.  As part of this article, I’d like to provide an approach you can follow while troubleshooting issues in your Salesforce Org and ensuring a stable system growth.

Step 1: Rule out the L1s

This step involves identifying basic support/ FAQ issues that can be tackled by connecting with the end-users.

  • User system and browser Compatibility Check: If your users have reported issues like misplaced popups and fields, incorrect page layouts or slow app performance, this may be because the users have not cleared cache/cookies or don’t have supported browser versions.
  • Login/User setup Issues: Another reason for a major chunk of issues lies in the user settings. For issues regarding the inability to access objects, reports or the org. Itself, the first step (and in most cases also the last step) would be to check user settings and enable appropriate access to the user.
  • Page Layout/Field setup: As an extension to the previous point, you may also want to check the page layout assignment, field access and sharing settings assigned to the users. Some times an incorrect assignment of page layout, fields or sharing settings may also lead to a lack of data/data discrepancy for a user
Step 2: Checking/Updating the configurations

This step involves issues where like updates not happening as expected for workflow, process builder or validation rule, users requesting a new report type, new field requirement, etc.

  • Resolving these issues requires performing an audit on the applicability of the rule/process in case and identifying the point of issue.
  • Before updating any existing workflow, process, validation rules or creating new reports/fields in production, we strongly suggest testing it out in Sandbox for any impact. Changes that may impact UX should be communicated in advance
Step 3: Resolving Complex areas

For any other set of issues that may require updates to existing configurations/customizations that may have an impact on the AS-IS system behavior in any way, I strongly suggest passing it through the Release management process as part of major/minor release.

By following these steps, I assure you will have a more defined approach to resolving Salesforce issues without any fallbacks.

Manish T.
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