This past November, Jacob Mair, Elissa Morton, and Katie Walker spearheaded a sprint in partnership with the FST functional team leaders to get FDM Mapping over the line of 85% completion by the end of the year.
The short version of the story is that the sprint was a success: pods from across Grounds met together weekly and participated in weekly office hours, and by mid-January, the sprint successfully finished. A key part of the sprint's success was (you guessed it!) Salesforce.
At the outset of the sprint, the FDM Mapping email was moved into Salesforce so sprint leaders could see all the questions and concerns coming in from across UVA, assign them to the team for answering and sharing, and manage the overall queue of inquiries.
Sprint co-leader Katie Walker says that at its peak, the FDM Mapping queue had approximately 450 inquiries.
"Our average turnaround time to close a case, which in this use case means answering a person's question, was about one business day," Walker says.
Even now that the sprint is over, the team still manages FDM Mapping questions and answers through Salesforce, although the volume of inquiries has slowed significantly.
"Moving our FDM Mapping inquiries into Salesforce streamlined in an incredibly helpful way, allowing us to get answers for people more quickly so they could move forward with their mapping feeling confident they were getting it right," says Walker.
Now that the Security Role Mapping Sprint has begun, that team will also be using Salesforce to manage inquiries and concerns. Contact them at FSTSecurity@virginia.edu
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