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Salesforce has become an essential tool for over 150,000 organizations worldwide, serving as a foundation for their daily operations. The effectiveness of a Customer Relationship Management (CRM) system like Salesforce largely hinges on its proper implementation and the expertise of the team managing it. Within a Salesforce team, various roles exist, but the roles of Salesforce Consultant and Administrator often lead to some confusion regarding their specific functions.
To clarify these roles, let’s begin with the basics: who does what, and how do they contribute to the organization’s success?
Salesforce Admin vs. Salesforce Consultant: Who’s Who?
As discussed in previous articles, a Salesforce Administrator is someone who knows the CRM inside and out. They are well-versed in the intricate details of the platform and typically take on various roles, including general administration, business analytics, and providing professional training support.
In some cases, you may come across individuals referred to as “accidental administrators.” As the name suggests, these individuals find themselves in this role by chance. Often, they possess solid IT skills and are either seeking a change in their career path or eager to learn more about Salesforce. Many have prior experience in CRM management. However, organizations must ensure that these accidental administrators have a firm grasp of their responsibilities, as a lack of expertise can potentially harm business operations.
On the other hand, a Salesforce Consultant—whether an individual or a consulting firm—focuses on implementing and optimizing the Salesforce platform within an organization. Their responsibility encompasses the entire implementation process, from the initial conceptualization of the solution to its successful adoption by both the organization and its users. Throughout this journey, consultants maintain a close partnership with their clients. They need to deeply understand the client’s processes to effectively translate them into the CRM. This includes determining what can be achieved through declarative implementation, understanding the capabilities of the current platform version, and identifying any necessary development work.
In essence, a Salesforce Consultant manages the functional analysis and implementation of the platform by identifying essential requirements and providing a well-designed technical solution with proper configuration. Their goal is to maximize the potential of Salesforce for the organization. To accomplish this, consultants must engage in defining objectives, allocating budgets, identifying key performance indicators (KPIs), creating implementation plans, and conducting testing and validation, among other tasks. It is worth noting that, in addition to a thorough understanding of CRM systems, a successful Salesforce Consultant should also possess solid business acumen.
Responsibilities of Each Role
While we’ve discussed the roles in a general sense, it’s important to outline what you can expect from a Salesforce Consultant compared to a Salesforce Administrator.
Salesforce Administrator
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Customization: Tailors the Salesforce solution to meet the specific needs of the organization by applying configuration changes.
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User Management: Oversees user accounts and permissions within the Salesforce platform.
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Reporting: Generates insightful Salesforce reports and dashboards, making it easy for teams to access key information.
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Workflow Creation: Develops and manages custom workflows to streamline processes.
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Security and Data Protection: Ensures data security, access controls, and protection of sensitive information.
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Training and Support: Plays a vital role in training and coaching new users on the CRM platform, along with providing ongoing support for the organization.
Salesforce Consultant
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Needs Assessment: Identifies and analyzes the client’s needs to determine necessary processes for implementation.
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Innovative Solutions: Provides efficient and innovative solutions tailored to the client’s requirements.
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Functional Analysis: Develops capabilities in functional analysis related to Salesforce.
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Strategic Design: Design strategies specifically aligned with the organization’s needs to ensure long-term project success.
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Business Process Mastery: Master various business processes to effectively implement Salesforce solutions.
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Comprehensive Learning: Gains knowledge across different areas of the platform to create effective methodologies for work.
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Diagnostics and Validation: Conducts diagnostics and validations to ensure the solution meets established criteria and client expectations.
Required Skills
Skills play a crucial role in distinguishing between the two positions. Here’s a breakdown of the essential skills for each role:
Salesforce Administrator
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Organizational Knowledge: Possess a solid understanding of the entity’s organizational structure and business logic to foster strong relationships with key stakeholders.
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Project Management: Exhibits good project management and analytical skills to implement changes and customizations as needed.
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Communication Skills: Demonstrates excellent presentation, oral communication, and interpersonal skills, with a motivational approach to engage various types of audiences.
Salesforce Consultant
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Solution Design Expertise: Has knowledge and experience in designing and implementing Salesforce solutions tailored to client needs.
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Pre-Sales Proficiency: Handles pre-sales tasks and effectively presents proposals to potential clients.
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Platform Mastery: Mastery of Salesforce as a CRM, including a clear understanding of what can and cannot be done in a standard way according to the latest releases.
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Technical Skills: Exhibits strong computer skills within a creative environment, going beyond traditional IT functions.
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Organizational and Proactive Approach: Demonstrates high organizational skills and proactivity in managing projects.
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Active Listening and Empathy: Engages in active listening with assertive communication, showing empathy toward clients while also possessing strong leadership abilities.
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Knowledge Transfer: Capable of transferring best practices learned from previous consulting experiences to new clients effectively.
Other Differences Between Both Roles
To further assist in distinguishing between these two roles, here are some additional points to consider:
Time Commitment
Typically, a Salesforce Administrator works continuously within the organization, fostering a long-term business relationship. In contrast, Salesforce Consultants usually operate externally, resulting in shorter engagements limited to the project timeline unless the organization opts to maintain a partnership with the consulting firm.
Cost Implications
The duration of relationships between the organization and its administrators or consultants significantly affects costs. Administrators, as full-time employees, incur overhead costs associated with hiring. In contrast, consulting partners typically bill only for the time spent on specific projects, either hourly or through time-limited contracts.
Knowledge Base
Administrators generally possess a more comprehensive and in-depth understanding of CRM systems due to the specificity of their roles. Consultants, on the other hand, not only have platform knowledge but are also well-versed in business trends and technology. This expertise enables them to optimize Salesforce’s capabilities through effective integrations. Additionally, consultants may choose to specialize in one or more aspects of CRM.
Adaptability
Given the dynamic nature of Salesforce, changes, integrations, and customizations are common during implementation. Administrators are often more adept at adapting and executing changes on the fly. Conversely, consultants typically adhere closely to a predefined plan and may not be as prepared to adjust mid-implementation.
In conclusion, the decision between hiring a Salesforce Administrator or a Consultant depends on your organization’s specific goals, needs, and budget. These roles are not mutually exclusive; they can coexist within the same organization and, at times, having both can be ideal. In practice, there are many instances of overlap and complementarity between these roles. At SkyPlanner, a trusted Salesforce consulting partner, we have proven experience and a certified team ready to support your organization in both capacities. Contact us to learn more!
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