Outline Shift Coordination Requirements

Learning Objectives

After completing this unit, you’ll be able to:

• List the use cases for sharing and coordinating shifts.
• Outline the tasks to set up shift sharing and shift coordination.

Prerequisites

Before you start, make sure you complete the following.

Suggested

• Complete the Set Up Salesforce Scheduler project to configure Salesforce Scheduler and book customer appointments.
• Complete the Shift Management with Salesforce Scheduler module to set up shifts and enable users to manage their frequently changing working hours.

Cumulus Bank Quarterly Results

Cumulus Bank, headquartered in San Francisco, CA, provides a variety of banking services to millions of customers across the globe. The bank had a phenomenal second fiscal quarter. It reported record growth and was ranked as one of the best places to work. The management celebrates these achievements with its teams before beginning their work for the next fiscal quarter.

To fuel its rapid growth, Cumulus partners with various companies and outsources a part of its services including retail banking and wealth management. To meet the challenges of the next quarter, the bank has hired a team of contractors—partner retail bankers and partner branch managers.

Like they do at the beginning of every quarter, Cumulus management gets back to the drawing board. They analyze how various changes from the previous quarter affected the results and identify challenges to plan for the upcoming quarters. 

One of the major changes in the previous quarter is the implementation of flexible shifts. Fola Johnson, the high-performing branch manager, led the initiative to implement shifts at Cumulus. The management team asks her to analyze how shifts affected the results and identify challenges.

The Impact of Shifts

Fola runs reports to understand the impact of shifts. The reports show that since Cumulus implemented flexible shifts, employee productivity has increased and attrition has considerably decreased. Fola asks Arun Sanghi, one of the star retail bankers in her team, to launch a survey to gather feedback about shifts. The survey results show that employees are immensely happy about the flexibility and they strongly agree that shifts improve the quality of their work. Fola’s hypothesis that flexible shifts will improve productivity at Cumulus Bank is now backed by concrete evidence. She’s ecstatic!

Identify Requirements

Fola meets other branch managers to get their inputs. One of the managers mentions that shift records of all retail bankers are currently accessible to everyone and it’s best to add guardrails. Everyone nods in agreement.

She then meets retail bankers (Cumulus employees and partner users) to get their feedback. She learns that they’d like to have access only to relevant shift statuses to avoid confusion.

She also learns that branch managers and retail bankers found it quite tedious to manually coordinate shifts and would like an easier process. Currently, branch managers have to manually track requests from multiple retail bankers, look at reports, and negotiate shifts. Retail bankers have to manually track their shift statuses to know if they were approved.

Fola shares these challenges with Matt O'Brien, the Salesforce admin, to see if he can help her.

Create a Plan

The next day, Matt shares his three-step plan with Fola and says he’ll perform these tasks to address the challenges.

Step 1: Manage access by making all the shift records private, and then setting up role hierarchy and sharing rules.

Step 2: Set up record types such that retail bankers and branch managers have access to the relevant shift statuses.

Step 3: Create an approval process to streamline the coordination of shifts between retail bankers and branch managers.

Fola thanks Matt for the plan and appreciates how he always has a solution for any technical challenges and improvements. Matt gets to work immediately.

What’s Next

Fola captured the custom shift sharing and coordination requirements at Cumulus Bank and shared them with Matt. And Matt is ready with an approved three-step plan. In the next unit, follow along as Matt implements the first step of his plan.