What are some tools for managing the Change Request process with SFDC? Select all that apply:
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A. B. C. D. E. F. G.H.
The Change Request process is an essential aspect of Salesforce administration as it helps ensure that any changes made to the system are properly reviewed, tested, and approved before implementation. Several tools are available for managing this process, including:
A. Use the Service and Support app: Salesforce's Service and Support app provides a platform for managing customer requests, including change requests. End users can submit requests through this app, which can then be tracked, prioritized, and assigned to the appropriate team for review and action.
B. Have end users submit cases: End users can also submit cases directly through Salesforce's Case object, which can then be managed through the Service and Support app or other tools.
C. Use the Solutions tab for FAQs: The Solutions tab can be used to store frequently asked questions (FAQs) related to changes in the system, which can help reduce the number of change requests submitted by end users.
D. Use the Self-Service Portal and Suggested Solutions: The Self-Service Portal provides a platform for end users to access information about the system and submit requests for assistance. Suggested Solutions can also be provided to help users resolve issues on their own, reducing the need for change requests.
E. Use the Metadata API for submitting cases from other applications: The Metadata API allows for the automation of change request submissions from external applications, streamlining the change management process.
F. Use reports and dashboards to monitor metrics: Reports and dashboards can be used to track key performance indicators (KPIs) related to the change management process, such as the number of change requests submitted, their status, and the time to resolution.
G. Use Content to store related documents (change mgmt process, training of new processes/functionality/apps, etc.), ongoing newsletter communications, Ideas: Salesforce's Content object can be used to store documentation related to the change management process, such as the change management process itself, training materials for new processes or functionality, and ongoing communication to end users about changes in the system. Additionally, the Ideas object can be used to solicit feedback and ideas from end users related to the change management process.
H. All of the above: All of the above tools can be used in combination to create a comprehensive change management process that ensures changes are properly reviewed, tested, and approved before implementation.