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Usage guide: Salesforce Lightning experience and license optimization

Introduction

The Salesforce experience and license optimization library pack enables you to monitor and manage your employees’ experience with their Salesforce Lightning, as well as provide insight into the usage of licensed features to optimize licenses. This page will guide you through the structure of the content and how it can be used. 

Please keep in mind this is a guide and represents just some of the potential insight and actions you can take. There are many use cases and specific troubleshooting scenarios that you might uncover in your environment. 

Ensure your library pack is properly configured by following the steps highlighted in its configuration guide:

Configuration guide: Salesforce Lightning experience and license optimization

Web application experience visibility 

The "Salesforce Lightning” application acts as a key content for this library pack. It provides access to valuable key insight into your employees' Salesforce Lightning experience directly from Nexthink Applications.

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Example Applications dashboard insight using the Salesforce Lightning application.

Find out more about how to navigate the Applications dashboard to monitor a web application’s adoption, speed, and reliability, as well as troubleshoot detected issues, on the web application monitoring documentation page.

License optimization

The Salesforce Lightning license optimization live dashboard enables you to focus your attention on the usage, under-usage, and non-usage of the main Salesforce Lightning licensed features which require individual licenses and can incur substantial costs when not properly managed. These include:

  • Analytics

  • Configure, Price, Quote (CPQ)

  • and Knowledge Edit

Department and entity breakdowns and filters within the dashboard enable you to see which teams are utilizing these features to their fullest potential.

This dashboard assists in license optimization by identifying users who aren’t fully utilizing their licensed features. by correlating this information with your own Salesforce licensing data, you can identify licenses that can be reassigned or revoked licenses as appropriate.

Understand general usage

At a high level, this information can be accessed in a summary tab to get a quick understanding of usage of Salesforce Lightning across departments and entity in the organization. You can also get a quick view of the different usage of licensed features.

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Summary tab of the Salesforce Lightning license optimization live dashboard.

Monitor usage of Licensed features

You can navigate to one of the 3 feature tabs to better understand the usage, underage, and non-usage of specific licensed features. Usage is defined as such:

  • Usage: A user that has used the licensed feature, showing that the user owns a license of that feature.

  • Underusage: A user that has used the licensed feature for less than 10 minutes (within the selected time frame).

  • Non-usage: A user that is using Salesforce Lightning but has not used the licensed feature (in the selected timeframe).

Note that non-usage does not confirm whether a user has a license or not. It only represents a user that has not used the feature.

To get more granular-level insights, you can use a filter to focus on, for example, the usage within a specific department.

Alternatively, if admin rights allow, you can focus your attention on a specific user to better understand, at an individual level, if that user is using or underusing a feature before making a decision to revoke their license.

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Analytics tab of the Salesforce Lightning license optimization live dashboard, filters on the Sales Operation department.

Correlating usage insight with licensing data

This dashboard only reflects usage data and is not connected to salesforce licensing data. For that reason, we recommend that you correlate this usage insight with your own licensing data to detect any discrepancies between the number of users using a licensed feature and the overall amount of license you have at your disposal for that feature. If there is a clear difference, this is a good indication that there is licensing optimization potential.

Acting on underusage

Users underusing a specific feature represent potential candidates for license reclamation. Again, you can correlate this information with your licensing data.

Keep in mind that this does not necessarily mean that they don’t need the feature. In this case, and if you don’t want to impact user experience, a good option could be to create a campaign to verify with these users if they truly need access to this feature before revoking licenses.


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