When it comes to running Salesforce at its full power, going live is just the beginning. The true value lies in how you support and maintain your CRM over time.
Smart businesses know success is a continuous journey—one that demands ongoing attention to users, processes, security, and innovation.
Welcome to your friendly guide on the best Salesforce support and maintenance practices for 2025 and beyond.
Launching Salesforce or any enterprise CRM is a milestone, but even the best implementations can derail without structured support. From technical glitches to user confusion or outdated workflows, unresolved issues erode value, slow teams, and risk compliance breaches.
Support and maintenance are the foundation for:
Keeping Salesforce aligned with your evolving business.
Catching problems before they escalate.
Securing data and processes against new threats.
Adopting updates and maximizing ROI over time.
Imagine a Salesforce environment that simply works—fast, secure, and always ready for change. That’s what world-class support delivers.
Let’s break down the must-dos for every Salesforce leader, admin, and stakeholder.
Conduct refresher training every quarter; initial go-live isn’t enough.
Create bite-sized guides, videos, and an on-demand knowledge base.
Establish user feedback loops—listen to adoption challenges and tailor support.
Gamify learning and recognize power users.
Why it matters: Well-trained users drive adoption, reduce errors, and make the most of Salesforce’s features.
Run duplicate checks and regular cleansing—dirty data leads to bad reporting.
Set up validation rules to keep data consistent.
Assign clear ownership of critical fields (who can update what).
Monitor integrations for accuracy and sync errors.
Why it matters: Executives trust dashboards only when the data is clean; operations run smoother.
Schedule user access reviews and permission audits every quarter.
Check for overexposure—minimize “full access” profiles and use role-based controls.
Review GDPR, HIPAA, and any industry regulations.
Enforce multi-factor authentication and track logins.
Why it matters: Protecting sensitive data is essential for customer trust and legal compliance.
Use dashboards to monitor performance benchmarks.
Audit logs and system health for early detection of errors or bottlenecks.
Employ custom monitoring tools if needed for complex workflows.
Check for unused objects or fields—keep Salesforce lean.
Why it matters: Proactive monitoring prevents disruptions before they affect business.
Salesforce updates three times a year—prepare with sandbox testing before any rollout.
Review all automations, integrations, and customizations for compatibility.
Update documentation and train users before launch.
Have a rollback plan in case of issues.
Why it matters: Staying up-to-date means benefiting from new features and keeping your system secure.
Implement clear escalation paths—know who to call for urgent issues.
Aim for fast resolution times (ideally same day for critical bugs).
Keep a log of recurring problems—identify and address root causes.
Use Salesforce’s built-in case tracking or partner helpdesk systems.
Why it matters: Quick fixes keep teams confident and business running.
Regularly review workflows, automations, and dashboards for enhancements.
Align customizations with evolving business goals, not just tech trends.
Solicit feedback from every department to identify improvement opportunities.
Why it matters: A flexible, tailored Salesforce drives efficiency and innovation.
Schedule backups and test recovery procedures.
Encrypt sensitive data, especially for financial or health info.
Manage integrations carefully—use secure APIs and audit third-party access.
Why it matters: Reliable backups and security measures guard against loss and breaches.
Use project management tools and shared documentation to keep everyone aligned.
Maintain transparent communication channels with all stakeholders.
Set up regular check-ins for strategic planning and feedback.
Why it matters: Collaboration ensures support evolves alongside your business—not in isolation.
If outsourcing, vet support partners for expertise, flexibility, and security standards.
Review testimonials, client retention rates, and industry recognition.
Look for providers offering comprehensive, customizable plans.
Why it matters: The right partner brings peace of mind and scalable results.
Neglecting ongoing training and user support
Allowing data quality to deteriorate
Ignoring new release notes and update testing
Over-customizing without strategic purpose
Skipping regular audits of security and permissions
Failing to address root causes behind recurring issues
The biggest risk is assuming Salesforce is “set-and-forget.” Instead, treat it as a living, evolving asset.
User adoption rates: Are more business processes moving into Salesforce?
Data quality scores: Fewer duplicates, better validation, improved reports.
Issue resolution times: How quickly does your team solve problems?
System uptime and performance: Minimal slowdowns, secure integrations.
Release adoption: Are you using the newest features efficiently?
Make maintenance a part of your business DNA:
Celebrate milestones—recognize teams for improvements or high adoption.
Provide easy paths for users to request enhancements.
Invest in admin and end-user certifications.
Document “lessons learned” after each major update or incident.
Salesforce support and maintenance isn’t just about keeping the lights on—it’s about driving business transformation. By investing in ongoing training, data management, security, system monitoring, release readiness, and responsive support, you unlock Salesforce’s true potential for every user.
CRM success is a journey, not a destination. The best practices shared here make each step smoother, smarter, and ready for tomorrow.
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