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Day to day duties?

  • 1.  Day to day duties?

    GOLD CONTRIBUTOR
    Posted Aug 02, 2019 12:58 PM
    At this point, we're still pretty early in our implementation with the solutions we've made so that's all I've been doing...  What are some of your day to day tasks and maintenance that I should be thinking about and adding to our routine as we move forward? :)

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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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  • 2.  RE: Day to day duties?

    GOLD CONTRIBUTOR
    Posted Aug 02, 2019 03:04 PM
    Some things that come to mind:
    • Setting up new users and decommissioning old ones
    • Monitoring Server Side Sync
    • Troubleshooting - never a dull week with Microsoft
    • Monitoring email tracking
    • Monitoring data storage
    • Monitoring what Microsoft is doing - learning about features, planning updates, new releases, system changes, etc. 
    • User training and knowledge management - the same questions come back over and over again - so make sure you have an efficient set up
    • Consulting users when they want to know how to achieve their goals using CRM
    • Collecting user requests, creating a roadmap, implementing CRM changes
    • ...


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    Sissy Bottcher
    Business Process Innovation Specialist
    StudyPortals
    San Diego CA
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  • 3.  RE: Day to day duties?

    GOLD CONTRIBUTOR
    Posted Aug 02, 2019 06:36 PM
    That is a great list! Thanks Sissy! =)

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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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  • 4.  RE: Day to day duties?

    SILVER CONTRIBUTOR
    Posted Aug 05, 2019 08:54 AM
    All great things posted by Sissy! I would tack on Master Data Management.... Lack of attention to this item leads to a bunch of ROT - redundant, outdated, trivial items showing up in views, etc. Essentially you want to keep on top of duplicate clean up and refining those rules, monitoring incomplete tasks, phone calls, appointments, leads, opportunities, etc. Of course work with the business to define the point in time things should normally be closed by so that you aren't closing/completing items that they should still be working. This can be particularly true if your organization has a longer sales cycle. Also reviewing records for incomplete information and trying to get it populated - ex. marketing might want some specific bits of data populated so that they can better target communications, but maybe those fields aren't required upon lead/account set up but could be items the team learns over time - trying to get those populated could be helpful.

    Hope this helps!

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    Tricia Desso-Cox
    Managing Director
    C5 Insight
    Charlotte NC
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  • 5.  RE: Day to day duties?

    TOP CONTRIBUTOR
    Posted Aug 05, 2019 09:54 AM
    Tricia makes a great point with master data management.....a lack of data integrity can have so many downstream impacts and leads to users having no faith in the data so do everything in your power to help keep the data clean and accurate.

    Another activity is to keep an open channel for feedback - every company is different in how they solicit feedback so it might be querying the users occasionally, having a governance committee to manage and drive change, or a simple link to provide feedback.  However it is done, all users should be clear on how to provide feedback, and know that feedback is welcomed and considered.  That's not to say that you should implement every change suggested by every user, but making appropriate changes as user needs change is a big part of maintaining the system.

    Also keep an eye on workflows processing correctly through monitoring system jobs.  Back when I was on 2011 on prem, there were times when all workflows stopped running for some reason and something had to be done on the server.  Since I've been working in an online environment, I've only had one case where workflows slowed to almost a halt and I had to open a ticket with Microsoft to resolve.  Whether your online or on prem, you also may have cases where a particular workflow stops working for one reason or another and you need to troubleshoot.  If you keep an eye on the system jobs, you can usually spot these issues before they are noticed by the users.  I have a monitoring dashboard I set as my home page so I can keep an eye on the top 6 things that are most important to me....I still need to check other dashboards and things sometimes, but it keeps the most critical items in my sight throughout the day.

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    Jill Vazquez
    Technical Specialist - CRM
    Bioventus, LLC
    Durham NC
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