01 Aug PPT

Running Head: Training and applying for the job as Salesforce Analyst 1

Training and applying for job as salesforce analyst 21

Training and Applying for job as Salesforce Analyst

Action Research Paper

Table of Contents Introduction 5 Methodology 8 Literature Review 13 Proposal 16 Iteration 1: Self Assessment (Skills, Opportunities,Strenghts) 17 Iteration 2:Tranining 17 Iteration 3: Preparation…………………………………………………………………………18 Iteration 4:Finding and Applying for job……………………………………………………18 Iteration 1:Self Assessment (Skills, Opportunties, Strengths) 19 Plan 19 Action 20 Observe 22 Reflect 24 Iteration 2: Tranining 26 Plan 26 Action 27 Observe 29 Reflect 30 Iteration 3: Preparation 32 Plan 32 Action 33 Observe 35 Reflect 36 Iteration 4: Finding and Applying for a job 37 Plan 37 Action 38 Observe 40 Reflect 41 References 43

List of Tables and Figures

Figure 1. Action Research Sprial Diagram 9

Figure 2. Iterations diagram 16

Figure 3. Salesforce.com sign up and login………………………………………………19

Figure 4. Navigating Salesforce.com homepage…………………………………………21

Figure 5. Customer Relationship Management (CRM) system and applications…………23

Figure 6. Salesforce IdeaExchange resources……………………………………………28

Figure 7. Resume Writing…………………………………………………………………34

Figure 8. Google Search for Salesforce Analyst job in New York……………………….38

Figure 9. Salesforce Analyst job located in New York……………………………………40

Introduction

Professionals and employees who use Salesforce technology for sales, analytics, marketing as well as customer service all running in the cloud or software-as-a-service (SaaS) are critical in addressing diverse needs of businesses and organizations. Salesforce is a web-based application or service where new releases take place approximately three times annually for all customers. This technology offers organizations and businesses a visionary concept and an innovative strategy for addressing information technology and information systems complexities. For instance, sales representatives in businesses employ Salesforce to manage their leads, accounts, opportunities and accounts, and also Salesforce assists them to focus more on making money rather than doing administrative work (Kachinske, Roach, Gilliland & Kachinske, 2008). Sales people can also use Salesforce to manage customer support, customer information, and interactions and also manage business workflow. Marketing people in businesses use Salesforce to manage track leads, campaigns and also use social media to interact with constituents. Customer service employees use Salesforce to address customer concerns, and the executive team uses Salesforce for measuring the businesses’ overall performance and productivity as well as for internal collaboration. Sales managers in an organization use Salesforce to monitor team activities and pipeline, to pinpoint crucial deals that seek their involvement, and also reduce the ramp-time on new employees. Administrators in organizations or individuals involved in a company’s customer relationship management (CRM) initiative also use Salesforce to customize, configure, maintain as well as implement solutions in business successfully (Francis & Maklan, 2009).

Salesforce.com is an internet-based CRM tool that comprises of numerous powerful and essential features necessary for all the staff in business and organization. It has enabled companies to connect with customers in a more interactive way and also to run businesses from mobile phones through developing innovative mobile solutions. The Salesforce CRM application assists in managing the interaction between a business and customers and partners through social media and networking sites, phone calls and meetings with consumers and paralegals penetrating to sales, marketing and support service. The Salesforce provides various service automation capabilities in businesses hence leading to easy use, reduced costs as well as improved business performance. The Salesforce automation systems are critical in enabling the software to provide automated gathering, assimilation, analysis, and information distribution thus enhancing salesperson’s productivity.

It is essential to integrate Salesforce in Information Technology organizations as well as have Salesforce analysts who understand its features and functionality so as to maximize its potential in addressing the organization requirements and attaining company objectives. Salesforce analysts have various critical responsibilities in organizations and businesses. These analysts gather, develop and also document the present, and future business process flows. Salesforce Analyst also tests the Salesforce setup and configuration in a company, test case development, performance and load testing, and also carry out end to end testing and functional testing. Salesforce analysts are also responsible for conducting business, testing and training requirements gathering, and other processes such as workflow analysis, functional design, business process reengineering (BRP) leads and gap analysis. Salesforce analysts in a company must demonstrate the application’s capability and functionality in providing solutions for business problems through the implementation of proof of Value pilots and production of support documents. Salesforce analysts must also manage the relationships with all the business stakeholders so as to achieve the set goals. Competent Salesforce analysts must also ensure that they stay up-to-date with the new Salesforce releases and also leverage the new applications and updates applicable to the company. Salesforce analysts must undertake training so as to improve their skill in working with Salesforce technology as well as ensure that they can competently assist businesses to achieve their goals through its use.

Action Research (AR) Methodology

What is Action Research?

Action Research (AR) refers to a systematic and rigorous approach to research or investigation that is undertaken by a researcher to diagnose and develop a solution for a particular problem or to understand a phenomenon. The AR methodology embraces the principles of collaboration, empowerment, reflection and emancipation of groups or researchers whose aim is improving a social condition. The methodology is deliberate and a solution-oriented inquiry that is owned and conducted by either an individual or a group. The method is characterized by spiral cycles of problem definition and identification, systematic data gathering, reflection, analysis, data-driven action taken and eventually problem redefinition. According to Wentworth, Earle, & Connel (2013), the linking of the terms “action” and “research” indicates the critical features of the approach, that is practically trying out ideas as a way of increasing knowledge or skill about or enhancing curriculum, teaching, and learning. Reflection in AR methodology is significant as it enables the researchers to reflect on their practices or the process so as to determine the challenges or problems encountered; hence, is sometimes known as” is a reflective investigation.” The reflective practice in AR is also crucial in allowing the researcher to define the problem clearly, in determining and also undertaking the proper action for improvement, and in monitoring the effectiveness of the selected and accomplished solution or action.

The process of AR in Information Technology gets described as a spiral of activity that encompasses various phases namely plan, act, observe and reflect (Information Resources Management Association, & Khosrow-Pour, 2004). The various phases get demonstrated in figure 1 below.

Figure 1: Action Research Spiral Diagram.

Each stage of the research depends on the outcomes of the preceding step. The AR process starts with desirable changes or improvement of a condition or phenomenon and proceeds in a spiral of phases, all of which comprise of planning, action, observation and evaluation of the outcome of the action. The iterative AR process requires that researchers together with practitioners collaborate to diagnose a problem and learn from the reflection of the previous step. AR is described as iterative and recursive, not linear, thus implying that the stages may be repeated and are nonsequential (Willis, Inman & Valenti, 2010).

History of Action Research

AR dates back to the 1930s when Kurt Lewin introduced the phrase “action research.” Lewin defined AR process as a specific research methodology in which an investigator gains new social understanding about a social system and at the same time attempts to change the social system. The initial AR approach developed by Lewin was in the form of clinical, action-based social psychology. The aim of the approach is to gather information through an investigative process so as to gain insight, develop reflective practice and also effect positive change in educational environments. AR process, which is problem-focused, future-oriented and context-specific, was founded on a partnership between action researchers and participants, all of whom took part in the change process. The participatory process of the approach is educative as well as empowering as it entails of a dynamic strategy that interlinks problem identification, planning, action and its assessment. Knowledge and skill on a subject may get enhanced through reflection and research. Due to the ability of AR process to improve practice and develop an appropriate course of action for problems, it’s have broadened to almost touch on all sectors including information systems, sociology, engineering, medicine, Information technology, etc.

According to Kock (2007), the most widely accepted AR cycle was developed by Susman and Evered (1978). The Susman and Evered’s (1978) perspective of the AR cycle is made up of five different phases namely 1) diagnosing, 2) action planning, 3) action taking, 4) evaluating action and 5) specifying learning. The first phase, diagnosing, entails of the identification by the researcher of a particular situation at an organization that will probably result in gaining the relevant knowledge. Action planning, the second step involves the establishment of the alternative courses of action for the improvement opportunity so as to gain it and also gain knowledge. Action taking phase entails of choosing and implementing of the most appropriate course of action as determined in action planning step. Evaluating of the action entails of studying the outcomes of the implementation of the selected course of action. The last stage is the specifying learning that involves evaluation of the results of the previous phase and generating knowledge basing on that assessment.

Justification of Action Research

AR process has been widely used in solving problems through identification of a suitable approach. AR also assists IT professionals acquire and enhance their knowledge and skills in information technology and computing by following the four step AR model. AR model plays critical roles in the emergence of practical concerns of the persons affected by a problematic condition and also to the goals of social science through engagement as well as the cooperation within a mutually acceptable ethical framework. AR easily allows compatibility with a majority of the scientific standards and techniques including those employed in project development. The information technology processes get integrated into project development through collaboration, inquiry, and consultation. IT experts have widely used AR process as it allows the determination of appropriate innovations that are indispensable in developing and improving the current information systems.

Appropriateness of Action Research

AR approach is appropriate for this research because it provides a systematic way of developing an appropriate course of action for addressing the problem. AR methodology, which gets used by IT professionals to enhance their knowledge and skill on information-related systems, is appropriate for the researcher to acquire extensive knowledge and expertise necessary to work as a Salesforce Analyst. Salesforce analysts require extensive knowledge and understanding of Salesforce features and functionality as well as hands-on skills so as to adequately assist businesses to attain their goals through the use of the Internet-based service. The AR cycle that involves plan, act, observation and reflection, will assist me in gaining a significant understanding of the research and at the same time practically solve the problem. The AR methodology is collaborative, thus will enable the researcher to seek assistance from seasoned Salesforce analysts as well as receive guidance on how to effective work with Salesforce features in an organization. The planning feature of AR approach will enable the researcher to be systematic, to set relevant objectives as well as to avoid confusion during the implementation of the course of action. The reflective feature of AR approach allows the researcher to reflect on the action selected as well as review the challenges encountered.

Literature Review

Advances in computing and information technology in the past few decades have significantly changed the world we live as it has affected all sectors including education, business, governance, and communication. One of the leading and hot new innovative technologies is the Salesforce technology. Salesforce Technology is the leader in cloud computing that provides software applications for all aspects of running a business including customer relationship management (CRM) tool, sales, Enterprise resource planning (ERP), customer service, business analytics, marketing automation, innovation management, knowledge management, mobile application building and many others. Cloud computing describes a blend of information technology and computing concepts such as numerous computers connected through a real-time communication network (internet) (Hill, Hirsch, Lake, & Moshiri, 2012). Saleforce is a Software as a Service (or SaaS) implying that with cloud computing all software applications required by a business can be accessed through the internet. The technology works on the same connected platform, as it draws from one customer data.

Salesforce.com is a SaaS vendor based in the United States and offers a way for enterprises to manage as well as analyze their customer and prospects data. The company was founded by Marc Benioff in 1999 and right from its start has delivered software applications over the internet. The company that has now over 67, 000 clients with over 1.5 million users and 3, 600 staff is now placed in third place, after SAP and Oracle (Buxmann & Hess, 2012). Salesforce.com provides an on-demand platform for Web-based applications, Force.com. Users can use Salesforce’s infrastructure so as to develop custom applications that they can use themselves of providing through the AppExchange marketplace. The Salesforce.com clients pay monthly charges for using the applications and services they want, thus saving upfront costs required to acquire software licenses and implementation. The platform also saves organizations and businesses costs of data storage as there is space available on the Salesforce cloud storage. Salesforce developers can extend the Salesforce system by developing applications on the Force.com platform as they make use of the vendor’s proprietary languages such as Apex and Visualforce (London & Lucas, 2012). Salesforce.com is responsible for managing all the applications updates directly as well as backing up the information. Salesforce.com encompasses of a CRM online system. The CRM system in business is critical in maintaining contact with new and existing customers (Goodey, 2015).

Salesforce technology has significantly many advantages when integrated into a business. Since Salesforce enables a company to draw from the same customer data, as opposed to operating in silos, the entire organization can function as a team. Also, since all the operations of a company are done in the cloud as opposed to getting installed on site, it allows even the largest organizations to undertake enterprise-wide deployments in a very short time as compared to the traditional deployments that may take a year. The application of information technologies such SaaS and cloud computing, vendors that include Salesforce.com have developed great sales force automation (SFA) as well as CRM web-based tools and software applications to be more accessible as compared to the past (Smith & Sun, 2015). Salesforce is favorable among customers as compared to other technologies because it is fast to use, easy due to its end user adoption and also effective in meeting business needs of customers. Salesforce allows a business to have a full suite of services required in the management of the client’s lifecycle that gets categorized into three product families namely Sales Cloud, Service Cloud and Marketing Cloud (Gupta & Pareek, 2014). The services comprise of tools and functionalities necessary to manage accounts, track opportunities and also follow leads. Salesforce was not the first CRM system to get developed; however, it is greatly different as compared to other CRM systems in the market including spreadsheets and sticky notes. Salesforce technology unlike other traditional CRM systems is an Internet service, thus superior and provides numerous functionalities. Unlike these other traditional CRM systems, a user can sign up and log in through a browser and immediately the technology is available for use. As long as a vendor has internet, they can be able to access Salesforce anywhere in the world. Despite stiff competition from the software application and components vendors such as Oracle, Microsoft, Amazon and many others, Salesforce.com has become a leader in the market. According to Hurwitz (2011), Salesforce.com became successful since it was at the right place at the right time.

The contributions, benefits, and functionalities of Salesforce in an organization, numerous enterprises and business have integrated the technology into their operations so as to assist in meeting their business needs. For instance, the use of Salesforce as a company database platform for closed orders, contact management as well as pipeline reporting significantly contributes to the success of a good sales business and salesperson (Taber, 2013). The proper functioning of Salesforce in a company must be supported by Salesforce experts who include Salesforce analysts and Salesforce developers. Salesforce analysts who understand the features and functionalities of the technology are very critical in organizations utilizing the technology. They undertake numerous responsibilities ranging from demonstrating the capability of Salesforce in offering solutions for the business needs also to undertake testing and training requirements gathering, and other processes in the organization.

Proposal

I will be required to train and apply for a job as a Salesforce analyst in a company in which I will use my knowledge, skills, and expertise of the technology so as to assist in meeting the business goals and needs. I will employ the Action Research design cycle in my research so as to acquire knowledge and gain experience in Salesforce as well as apply and get a job in an information technology company. The purpose of using the iterations in the research is to show my knowledge as well as understanding of the iterative process of action research. The iterations are shown in the diagram below and their summaries are given in the section below.

Iteration 1

Self-Assessment (skills, opportunities, strengths)

Reflect

Observe

Act

Plan

Iteration 2

Training

Reflect

Observe

Act

Plan

Iteration 3

Preparation

Reflect

Observe

Act

Plan

Iteration 4

Finding and Applying for a job

Plan

Plan

Plan

Plan

Figure

Figure 2: Iterations Diagram

Iteration 1: Self-Assessment (skills, opportunities, strengths)

During the first iteration of the research, the investigator will evaluate own skills, opportunities, and strengths about working with the Salesforce technology features and functionalities. The researcher will evaluate their expertise in navigating Salesforce by performing tasks such as accessing Salesforce on any browser, browsing the homepage, navigating the applications and also managing records in Salesforce. This iteration is critical in ensuring that the researcher identifies the capabilities and strengths concerning how to work with Salesforce technology, determine the weaknesses and limitations that may be a hindrance to achieving a successful career as a Salesforce Analyst and identify the opportunities available.

Iteration 2: Training

This iteration session will entail of learning and training so as to acquire relevant knowledge and hands-on skills required to work with the various features of Salesforce. I will focus my training in modules that include Structured Query Language (SQL), Excel VBA (Visual Basic for Applications), Modelling techniques, Salesforce Security and Business Processes, Salesforce Security and Business Processes and Salesforce Administration Fundamentals. I will attend conferences relating to Salesforce as well as consult with seasoned Salesforce analysts on what is required to be a competent Salesforce Analyst as well as learn from them. In this session, the researcher will also seek to understand various high-level features of Salesforce and know how they are used in solving business challenges. This iteration is essential in understanding the use of Salesforce to solve vital business challenges and the role played by Salesforce analysts.

Iteration 3: Preparation

After the training iteration, the next iteration is the preparation that will entail of preparing for a job as a Salesforce analyst in an enterprise. The session will involve activities such as preparing a good resume, preparing for an interview as a Salesforce Analyst and also practicing and mastering the skills required for the job. The researcher will also consult seasoned Salesforce analyst about interviews for such a job and how to write a good resume.

Iteration 4: Finding and Applying for a job

During this iteration, the researcher will embark on searching for a relevant Salesforce Analyst job available in different organizations. The researcher will search on the internet and also visit websites and physical locations of organizations that can be potential employers. When the research finds suitable Salesforce Analyst opportunities, they will write cover letters and then make applications to the organizations.

Iteration 1: Self-Assessment (skills, opportunities, strengths)

The activities involved in the first iteration include navigating on Salesforce.Com as well as consulting with a Salesforce Consultant so as to assess own skills, opportunities, and strengths about working with the Salesforce technology. The iteration also involved evaluating practical skills concerning working with Salesforce features and functionalities. The iteration aims at ensuring that the researcher identifies their capabilities and strengths, their weaknesses and limitations on Salesforce and identify the opportunities available for a Salesforce Analyst.

Plan

In my plan, to assess own skills, opportunities and strengths about working with Salesforce features and functionalities, I intend to test myself on navigating on Salesforce.Com by opening a user profile and performing different tasks. I intend to know my capabilities as well as my weaknesses concerning the use of Salesforce. I intend to open a user profile with Salesforce so that I can inherit a User license that will be assigned to that profile. Although there is no preferred browser for opening a user profile, I intend to use the Mozilla Firefox profile to sign up and log in to the user account.

Figure 3: Salesforce.com sign up and log in.

I also intend to know how to activate and deactivate a user in Salesforce, know how I can reset the user password, and also test myself on profile management in Salesforce. I also plan to perform various tasks on Salesforce such as scheduling events and things to do on Salesforce.

In my plan to know my strengths and skills I will consult with Mr. Edward Jairus, Salesforce Consultant, who will assist me know the various items I need to focus on, as well as assess my capabilities on Salesforce. Since Mr. Jairus worked as a Salesforce Analyst for over four years in a sales organization, I intend to gain skills on how to set up and configure Salesforce in a company and also know how carry out performance and load testing as well as an end to end testing and functional testing. I also intend to learn how to add and delete leads and contacts in Salesforce in an organization, how to deal with duplicates of contacts and leads and other similar tasks involving leads and contacts. Getting a company’s leads and contacts (the customers) into a system in an organization is one of the critical first phases in working with Salesforce (Gohmann, Barker, Faulds & Guan, 2005). Salesforce offers an easy-to-use wizard that assists in importing contacts and leads (Mr. Edward Jairus, Personal Communications, 15th January 2017). I also plan to consult with the Salesforce consultant on the opportunities that I have when pursuing a career as a Salesforce Analyst as well as how to identify them. I plan to ensure that before proceeding to the training session I know the areas to emphasize on so as to have overall understanding and expertise of Salesforce.

Action

The first task I undertook was user management on Salesforce. I first activated a user profile on Salesforce by navigating on Salesforce and the new user button in the homepage filled in the details before ticking in a checkbox on the user’s record.

Figure 4: Navigating Salesforce.com homepage.

I also performed tasks such as resetting user’s password, resetting a user’s email address, configuring a profile and so on. Despite providing capabilities and functionalities, working on the internet also is associated with cyber threats and risks, thus I worked on administrative permissions and general user permissions. In an organization, the administrative permissions and general user permissions of user profiles allow different levels of capabilities and access rights for significant functionalities of the Salesforce platform. An important feature in Salesforce is the delegated administration that entails creating non-user admin users’ administrators who have limited capabilities. The delegated administrated gets supported where the users have an assigned role (Taber, 2013).

I arranged a consultative meeting with Mr. Jairus on 16th February 2017 at two o’clock in the afternoon at his office. I arrived early for the meeting. Mr. Jairus was very helpful in understanding the various roles of Salesforce Analysts. The core responsibilities of Salesforce Analysts in an organization include setting up and configuring Salesforce in an enterprise, carrying out various tests, updating and monitoring the platform and gathering, developing and documenting business flows. The session also entailed discussions covering the configuration components such as data modeling, page layout configurations, record types, approval process configurations, formula fields, email templates, and workflows. Salesforce configuration is a technique to quickly and easily toggle setting as well as switches so as to customize features, permissions, setup and the entire data model (Mr. Edward Jairus, Personal Communications, January 15th, 2017). Testing the platform is also critical in ensuring that it functions properly so as to assist in solving various business challenges. Mr. Edward also practically demonstrated on how to navigate on Salesforce as well as well tasks such as managing accounts and leads in Salesforce. Mr. Jairus also guided me identifying suitable opportunities so as to have a successful career as a Salesforce Analyst. I also identified networking sites such as Linked In that could assist in not only identifying opportunities for a Salesforce Analyst but also help to create a network with other Salesforce professionals and also share ideas and receive updates about Salesforce.

Observation

My observation on self-assessment of skills, opportunities, and strengths regarding my career choice as a Salesforce Analyst was that I have a widespread understanding of various features and functionalities of Salesforce. I noticed that navigating on Salesforce is easy and fast for users. I observed that a good Salesforce Analyst must be passionate about information technology and be willing to regularly train and know of the latest Salesforce updates and releases. Setting up user profiles was easy and also setting up company profiles with Salesforce could be accomplished with information that included company information and contact details, license information, default language, locale and time zone, fiscal year settings and also currencies and exchange rates. All the information can be accessed on the company information page when the organization signs up with Salesforce. Salesforce also provides various security strategies and administrative and general user settings that safeguard profiles in the platform (Fernandez-Buglioni, 2013). I observed that Salesforce could be accessed anywhere as long as there was the internet. From my consultation with the expert in Salesforce, I also noted that Salesforce is critical in influencing the relationships between all stakeholders in a company. Therefore, a good Salesforce Analysts must have efficient communication skills.

I also observed that there are unlimited opportunities and jobs available for Salesforce Analyst. The rapid growth in information technology and computing has significantly changed the way organizations and businesses operate. Most communications and transactions between stakeholders in business are automated as various technologies have been adopted. One of the leading and innovative technologies is Salesforce that is a customer relationship management (CRM) system and platform (Johnston & Marshall, 2016).

Figure 5: customer relationship management (CRM) system and applications.

For the technology to function properly various experts are required that include Salesforce analysts and developers. Salesforce Analysts must use their expertise and skills to assist an organization to identify opportunities, meet business needs using Salesforce and also enhance and streamline business operations through technical solutions (Kachinske, Roach, Gilliland & Kachinske, 2008). I, however, observed that despite the various opportunities and job openings for Salesforce analysts, the experience was critical as a qualification. Most of the organizations required a Salesforce Analysts with at least three years experience. I observed that I needed to work more with Salesforce so as to understand all components of the technology.

Reflection

The session on self-assessment of skills, opportunities, and strengths concerning Salesforce technology was undertaken successfully with minor limitations. Proper planning significantly contributed to the success of the program. It helped identify my capabilities that are relevant to enable work as a Salesforce Analyst and also revealed my weakness that I aim to learn and improve on during the training session. The Salesforce consultant whom I consulted was extremely helpful and willing to assist and provide guidance on all Salesforce components. His expertise and many years experience as a Salesforce Analyst made him a suitable individual to consult, and by the end of the session, I was not disappointed. I now know my strengths and where I need to improve on Salesforce elements especially about setting up, configuration and administration of Salesforce. The session was not only an assessment, but I also discovered my passion for Salesforce technology as I enjoyed every moment of the program and also wanted to learn a lot more about the technology.

The first iteration session would have been more successful if I planned several things differently. For instance, despite the broad knowledge and experience that Mr. Edward, the Salesforce consultant had on training and applying for a job as a Salesforce Analyst, I should have consulted several other experts and professionals in the field. Having more resource people would have enabled me to gain extensive expertise.

The first iteration of the research prepared me for the second iteration on training and improving my skills and expertise on various modules of Salesforce.

Iteration 2: Training

Introduction

The iteration on training in the research on training and applying for employment as a Salesforce Analyst will focus on gaining as much understanding and hands-on skills as possible so as to ensure I can work effectively with the Salesforce technology. The researcher will also seek to identify as well as interact with different Salesforce training resources such as online Salesforce training. The researcher will ensure that by the end of the training iteration, they can use the various high-level features of Salesforce to address different business challenges. This iteration is essential for a researcher who is training and applying for a job as a Salesforce analyst because they not only understand the use of Salesforce in finding solutions for business challenges but also understand the role played by Salesforce analysts in organizations.

Plan

In the training iteration, the researcher will first list down the objectives that they aim to accomplish during this iteration on training and applying as a Salesforce Analyst. In my plan, I also intend to consult and meet with experts in Salesforce, including meeting with Ms. Sally Cathy, a Salesforce Analyst in a leading online marketing organization. I intend to show Ms. Sally my goals in training in Salesforce so that I know whether my objectives are in line with becoming a competent Salesforce analyst in a business organization. The researcher also plans to attend conferences whose theme and topic relates to the application of Salesforce technology, where not only will I consult with seasoned Salesforce consultants but also learn from them and receive proper guidance on how to properly undertake the training.

In my plan, I will also identify and use different Salesforce training resources so as train in Salesforce technology. The researcher will emphasize on certain areas in Salesforce that play a critical role accomplishing the research objectives, in which the researcher will aim at learning about the specific feature, when it’s applied in business and how it is utilized. The researcher not only plans to learn about the technology but also plans to find certification if possible after training as a Salesforce Analyst.

The researcher plans to undertake this iteration in a period of two weeks, in which I will create a schedule that will guide me and ensure that I don’t miss any of the planned actions. The researcher also plans to record all the sessions and take notes of what is learned so as not only to ensure that I understand better but also use the records for assessing myself at the end of the iteration session.

Action

The first task I undertook in this session was to list down my objectives in training in Salesforce technology. The objectives listed include 1) gain hands-on skills and expertise through training in Salesforce, 2) experience real life situation on how Salesforce is used to solve business challenges, and 3) get Salesforce certification. The second activity entailed consulting and meeting with Ms. Sally Cathy, the Salesforce analyst, who scheduled to meet me at 10 o’clock every day in my first week. During these meetings, Ms. Sally Cathy told me the various uses of Salesforce technology in a sales organization as well as showed me how her typical day looks like at the office. Salesforce technology is a customer relationship management (CRM) system that provides an organization with a full suite of services to enable them to manage the client’s lifecycle in the organization (Kachinske, et. al., 2008). Therefore, a Salesforce Analyst must have extensive understanding and hands on skills on how to use the different features so as to assist different companies of varying sizes to address their business challenges (Ms. Sally Cathy, Personal Communication, March 20th, 2017).

The other task undertaken in this phase was attending a Salesforce conference organized by Salesforce promoters. I prepared adequately for the conference that took place on 29th March at two o’clock. At the conference, I met Mr. Danny Ray, a former Salesforce analyst, now a Salesforce consultant. Mr. Danny gave me two online resources that would assist me to learn about Salesforce as well as stayed informed about Salesforce features. The two resources were Salesforce IdeaExchange (http://success.salesforce.com.ideasearch) and Salesforce.com local user groups. The screenshot below is an illustration of the ‘Salesforce IdeaExchange” resource.

Figure 6: Salesforce IdeaExchange resource

Mr. Danny also confirmed the importance of Salesforce certification and told me about the Salesforce Certified Platform App Developer Exam. This Salesforce Certified Platform App Developer Exam is an online exam on Salesforce that contains multiple-choice questions that the candidate had to answer in 90 minutes, after which a result is displayed on the screen instantly showing a pass or a fail, and a certificate is delivered to the candidate’s registered email (Kabe, 2016). The researcher first undertook online classroom training on Salesforce that was found at –http://certification.salesforce.com/app-builders. After the training, the researcher then undertook the exam, and a certification was delivered to the registered email. At the end of the session on training, the researcher did an assessment that showed that all the planned actions had been completed successfully.

Observation

In the training iteration, the researcher observed that Salesforce is a 21st technology that is very useful in businesses, especially in marketing development. For instance, the use of Service Cloud in organizations can assist to cut expenses, to accelerate time to revenue, to enhance agility as well as to maximize customer lifetime value (Taber, 2013). Also, companies that decide to use the Software as a Service (SAAS) based salesforce management solutions including Salesforce.com can benefit greatly because it minimizes the need for infrastructure and software licenses (Goodey, 2013). It is, therefore, essential that businesses train their team and equip them with the knowledge necessary to design, build and maintain the Salesforce solution in the company (Ms. Sally Cathy, Personal Communication, March 20th, 2017).

I observed that in business and sales organizations, customer relationship management (CRM) had become an important concept in enabling success and profitability of the organization. Customer relationship management is defined as an information industry term that comprises of business methodologies, software and the Internet capabilities to assist companies to manage their customer relations systematically (Pan, Kim & Yang, 2015). Salesforce technology can assist sales organizations to achieve effective customer relations through the assistance of a competent Salesforce Analyst.

The researcher also observed that training is essential for all information technology professionals as it allows them to master how to use the different features of the particular technology. Salesforce certification is necessary for Salesforce analysts, Salesforce administrators and other Salesforce professionals as it communicates dedication as well as expertise (Mr. Danny Ray, personal communication, March 29th, 2017). The researcher also observed that the Salesforce Analyst and Salesforce consultant whom they met and consulted were passionate and also were versed with the use of Salesforce. The action session of the iteration was successful; however, I observed that the two weeks I dedicated for the session were not enough to train and learn all the features and modules of Salesforce.

Reflection

The training iteration went well and allowed the researcher to meet all the set goals. The researcher now has extensive knowledge about high-level features of Salesforce and can apply them in solving various business challenges. The objectives acted as a training checklist for the researcher and also assisted them to gain in-depth knowledge and insight on the technology. The idea by the researcher to consult seasoned Salesforce experts was one of the most important and helped him receive proper guidance as well as learn about Salesforce. The interaction with the online salesforce resources was one of the best ways to learn Salesforce features and also network with other Salesforce professionals. For instance, the Salesforce IdeaExchange, which is a forum within the Salesforce Success Community, allowed a Salesforce member to post new ideas about Salesforce and also to see salesforce.com staff, partners, and customers. The researcher’s move to undertake a Salesforce certification was good in building their career in Salesforce, in increasing employability for different Salesforce opportunities and also joining the Salesforce certified professionals allows the researcher to be notified of the release of new Salesforce updates, training materials, and exams.

The only limitation encountered in the training session was the limited time that the researcher had allocated for visiting the Salesforce analyst at the sales organization. If the researcher planned the session and dedicated more time, they would have learned and also observed more about the features of Salesforce and its uses in solving challenges at the enterprise.

The iteration on training was successful and prepared the researcher well for the next iteration on preparation.

Iteration 3: Preparation

Introduction

During the third iteration on training and applying for a Salesforce Analyst job, the researcher will embark on the thorough preparation that will enhance their chances of getting any Salesforce Analyst job that may become available soon. In this iteration session, the activities undertaken by the researcher will focus on writing an excellent resume and cover letter for a Salesforce Analyst, staying up to date with Salesforce technology and also practice working with Salesforce so as to master the hands-on skills learned in previous sessions. The researcher’s aim in the preparation iteration is to ensure that the job seeker who is specifically targeting a Salesforce Analyst position, will not miss any opportunity that may come they way. This iteration session is very significant in building and becoming successful in a career as a Salesforce Analyst because it will assist in introducing the job seeker to potential employers.

Plan

My plan in the preparation iteration is to ensure that I adequately prepare so as to become ready to capture any suitable Salesforce Analyst position that may arise. The first plan for the researcher is to write a good resume and cover letter that will sell them as competent and qualified Salesforce Analyst to potential employers. Writing a good resume is considered to be an art that requires numerous efforts so as to be able to list expertise in a minimal set of lines (McKinney, 2006). The researcher will seek advice and guidance from professional resume writers as well as use internet resources to learn on how to write a good resume. The researcher plans to pay special attention to the resume outline and also plans to use terminologies and Information Technology (IT) terms that will them look like they understand what they are doing. Since a good resume is based on the profile of the job description, the researcher who is seeking employment as a Salesforce Analyst plans to review different past vacancies for Salesforce Analyst together with the listed responsibilities; so as to become well informed about the resume contents. The researcher also has a plan to seek advice and guidance on how to write a good cover letter. After understanding the different aspects of writing a good resume and cover letter, the researcher then plans to write sample copies that they will present to a senior human resource manager for assessment.

The researcher also plans to use the hands-on skills and knowledge in Salesforce technology obtained in previous sessions to practice working with Salesforce. The plan is to assist a Salesforce Analyst in their daily work. The researcher also plans to interact with the networks created in previous sessions as well as regularly visit internet sources that will assist in staying updated about the technology. The researcher plans to complete this iteration session in a period of two weeks.

Action

My first action in the two weeks scheduled for undertaking the career preparation iteration entailed consulting with a professional on a resume and cover letter writing. The resume expert whom I contacted was Ms. Betty Larry, who agreed to meet at her office at 8 ‘clock on 1st April. Before I went to the meeting, I prepared questions that would assist me to cover all want I wanted to know about resume writing. When the day came, I arrived early, and the meeting started as planned. I learned a lot about the outline of a good resume and the contents of a good resume and cover letter. The resume is a one-to-two page summary of an individual’s objective, experience, skills as well as achievements (L. Betty, Personal Communications, 1st April). Also, in the meeting that lasted for approximately two hours, the expert assisted the researcher to develop a personalized resume. The researcher further did research on resume writing in internet sources such as YouTube. The figure 1 below is a screenshot of Youtube video displaying a slide on a teaching on resume writing.

Figure 7: Resume writing (Source; YouTube)

Within the two weeks, the researcher was also fortunate to meet with Mr. Lenny, a Salesforce Analyst at Innovative Tech Company, through Salesforce.com local user group. Mr. Lenny accepted a request to review my sample resume again as well as offer practice on working with Salesforce technology. Different positions have different responsibilities; therefore, the profile appearing on the resume should show how hiring this person benefits the organization (Lenny, Personal Communications, 8th April). For instance, a Salesforce Analyst is mostly responsible for development and implementation of Salesforce platforms and projects; therefore, the resume of a Salesforce Analyst must show their skills and knowledge in planning, coding and executing features for Salesforce (Weinmeister, 2014).

Observation

The career preparation presented a very interesting and educative opportunity, which the researcher also made different observations. First, the researcher observed that the resume and cover letter are crucial documents of a job seeker and all other professionals as they can facilitate a career change. An excellent resume, which is accompanied by a cover letter, can assist a potential employer to decide whom to hire or interview for a position easily. It is, however, true that an excellent resume will not get an individual a job if they are unqualified, but indeed, a weak resume will make the person lose a job (Kiser, 2015). I observed that in resume writing grammar, spelling and sentence structure are crucial as errors in these components can be disastrous. The researcher also noted that updating a resume as well as changing it to suit a certain job an individual is applying for is important so as to ensure that the potential employer sees the job seekers capability to be of help in the organization. The researcher also observed that resume writing is a challenging activity to many people applying for different job position; thus, the reason for the emergence of resume writing experts who assist people. However, the researcher observed that the internet is a rich source of information about resume and cover letter writing. There are even applications that assist people with resume writing. For instance, publisher templates assist in making a digital resume in .doc format, which was found under the link http://office.microsoft.com/en-gb/templates/results.aspx?qu=resume&ex=1&av=ZPB&CTT=5 (Palani, 2016).

The researcher observed that when writing a resume when applying for a job as a Salesforce Analyst, it is important to not only include qualifications but also show how you have gained hands-on skills in working with Salesforce features and functions.

Reflection

The career preparation session was a fascinating but also significant for the researcher. The researcher enhanced their chances of been hired or been called for an interview if a Salesforce job emerged and also learned how to ensure that they write a resume and cover letter that gives them advantage above other qualified candidates applying for the same job. It was worthwhile for the researcher to undertake the preparation session because writing a resume and cover letter is a lifelong activity as professionals apply and change jobs all through their productive years. The session went very well mostly because of the experts who were willing to take me through the various steps of writing an excellent resume. The idea to consult an expert who deals with resumes provided an in-depth understanding of resume writing, whereas, the guidelines given by the Salesforce Analyst affirmed what the researcher was doing was in line with the researcher’s career.

The researcher did not, however, have time to consult with a human resource manager for consultation. The plan activities would all have been completed including meeting a human resource manager if more time was planned for the session. The researcher plans to manage time better in their future career as well as allocate sufficient time for actions. However, it can be concluded that the preparation session was a great success and prepared the candidate for the next iteration on finding and applying for jobs that seek a Salesforce Analyst.

Iteration 4: Finding and Applying for a job

Introduction

The session on the search for and applying for jobs entails activities such as searching for relevant Salesforce Analyst jobs and also sending applications requesting for interview or employment. The researcher will employ knowledge acquired from the previous session to write a good resume and cover letter for each opportunity.

Plan

Since I have already made a career objective on the specific job I intend to search and apply, in this iteration, the plan is to browse different online sources that advertise for jobs. In this internet sources, the researcher plans on narrowing down to the Salesforce Analyst jobs in which they qualify. In narrowing down on the jobs available, the researcher plans to only consider jobs available in the state of New York, because it would be convenient for the researcher in many ways. After identifying these jobs, the researcher then plans to apply for the jobs one by one, in which the researcher will modify the resume and the cover letter to suit the profile of each particular job. The plan is to ensure that the resume and cover letter market the researcher to the potential employer and also show what the researcher can do including configuring Salesforce customer relationship management to suit the needs of an enterprise or developing and maintaining a Salesforce platform. The researcher further plans to search for Information Technology based organizations that use Salesforce as a tool in their business. After identifying the companies, the researcher then plans to contact the human resource manager in the enterprise either via email or by making a physical visit to the organization. The researcher then plans to request to join the organization as a Salesforce Analyst. In the application of the Salesforce Analyst jobs, the researcher plans on submitting pdf formats of all the required documents including resume, cover letters, certifications and any others that may be necessary. The researcher also plans to market themselves on various networking sites where there are other Salesforce Analysts, Salesforce administrators, and other related professionals so that they can assist in locating a suitable job or even refer the researcher to potential employers. The researcher plans to carry out the job search and application for two weeks.

Action

The researcher decided to start the job search in the internet sources as it was the easiest and most available and the researcher assumed there would be many opportunities available. The researcher first used the ‘Google’ search engine in which they typed “Salesforce Analyst jobs.” There were many results for this research; hence the researcher decided to narrow down the results to the preferred region by typing on the Google search engine “Salesforce Analyst jobs in New York.” The screenshot below is an illustration of the Google search and results.

Figure 8: Google search for Salesforce Analyst job in the state of New York

The Google search directed the researcher to different job advertising websites that include “Indeed,” “Careerbuilder,” “Jobsgalore,” “Resumelibrary.com,””jobsaccept,” “JobHero,” and so on. The researcher keenly reviewed the different job opportunities by assessing the requirements and responsibilities of the Salesforce Analyst. Most of the enterprises specified that a core responsibility for the Salesforce Analyst was the definition, development and maintaining of business processes within the Salesforce,com platform so as to drive business improvements, improve workflow as well as enhance customer relationship management, which is a primary role of a Salesforce Analyst (Christensen & Raynor, 2013; Weinmeister, 2014). The researcher identified a particular job that they were qualified and interested and decided to apply. The job posted in the “Resumelibrary.com” website was located at Tarrytown in New York and among the qualifications was the experience to develop Salesforce products using visualforce and Salesforce Object Query Language (SOQL), which the researcher was well versed and had experience working with from previous sessions. Visualforce is an easy-to-use framework that can be used together with any HTML code and is regarded as an ultimate solution in developing powerful business applications on Salesforce (Gupta, 2015). Salesforce SOQL is a salesforce.com language used for processing data from Salesforce data sources (Davis, 2013). The screenshot below is an illustration of the Salesforce Analyst job that the researcher applied.

Figure 9: Salesforce Analyst job located in New York

Observation

The researcher observed that there are many available Salesforce related jobs available today and this may be attributed to the increased use of Salesforce platform and features to address various business challenges and improve business processes (Ouellette, 2013). The researcher also observed that having a well-defined career objective is essential for a job seeker as it assists them in wasting time viewing jobs available that are not related to their career. The researcher observed that the internet is a wealthy source concerning the availability of different jobs at different locations. The researcher observed that the usefulness of the web might greatly get based on the search engines such as Google search engine that is a very powerful web-based software program and useful tool designed to search any content (Jain, 2013). The researcher also observed that the various job advertising websites available on the internet are important sources in locating a job as they are used updated almost every day. The researcher observed that been well prepared with documentation and certification makes it easy to apply for any job that an individual desires.

The researcher observed that for a Salesforce Analyst job, a job seeker must have the knowledge and hands-on skills necessary to work efficiently with Salesforce features and functions such as visualforce, Apex, and Salesforce SOQL. Other duties observed to be common for most job opportunities of a Salesforce Analyst were executing and maintaining Salesforce Service Cloud, Sales Cloud, and Marketing Cloud. The researcher observed that although there were numerous job opportunities available for Salesforce Analysts, most enterprises specified that they wanted individuals who had over three years experience; hence was challenging for the researcher.

Reflection

The finding and applying for a job session was successful due to various reasons. The researcher had a definite plan on what they intended to do (job search), where to search for the job, and what particular job to search (career objective). The session also became a success because of the Google search engine, which was easy to use and also contained much relevant content of the researcher’s search. The job advertising websites played a critical role in undertaking this session as the researcher found a wide variety of job opportunities for Salesforce Analyst, with a detailed job description. The researcher spent a little time on this iteration as compared to the period they had set aside to complete. The researcher qualifications and experience also assisted the researcher to settle down comfortably on the particular job they desired. The availability of digital formats of job application tools such as resume and a cover letter also made it easy to apply for a job through email and also made it easy to receive feedback from the hiring organization.

The iteration would also have been easier for the researcher if they had done several things differently. The researcher did not include LinkedIn among the internet sources that they would include during the job search. The job search revealed that LinkedIn is a powerful networking site as it was widely available in the search engine when the researcher sought for job vacancies. Besides, LinkedIn can be used to not only assist an individual to capitalize on extraordinary job opportunities but also in building a brand and a professional network (Agin & Howes, 2012). The researcher will in the future join LinkedIn so as not to miss out any opportunities.

The researcher will now prepare for the interview for a Salesforce Analyst Job at the company Keen360, Inc. since the job search and application was successful.

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