AFDSOLUTIONS

Technology

CRM — Salesforce Platform

Engineered for the change that comes next.

Sales, Service and the core platform underneath them. Our bias is towards architecture that stays legible, automation someone else can safely change, and release practice that makes deployment routine.

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  • Architecture that stays legible
  • Automation you can change safely
  • Source-controlled releases
  • Documented decisions

Most Salesforce estates are not badly built — they are undocumented

The common failure is not bad architecture. It is architecture whose reasoning was never written down, layered with automation that works but nobody understands, in an org where releases require the one person who remembers the order.

We work on that: reduce what is unnecessary, make what remains legible, put releases under source control, and record the decisions so the next team is not guessing.

Scope

Where we work on the platform

  1. Sales Cloud

    Pipeline, forecasting and the operational reality of how deals actually move — built so reporting reflects the process rather than fighting it.

    • Opportunity and stage model design
    • Forecasting and territory setup
    • Quote-to-order handoffs
    • Adoption-led layout and process design

  2. Service Cloud

    Case handling, routing and knowledge, arranged so containment and escalation are designed rather than emergent.

    • Case model and routing design
    • Knowledge structure and reuse
    • Omni-channel configuration
    • Agent handoff and escalation paths

  3. Platform architecture

    The object model, sharing and automation strategy — the decisions that determine how expensive the next change will be.

    • Object model and relationships
    • Sharing and visibility design
    • Automation strategy and boundaries
    • Technical debt reduction

  4. Integration

    APIs, events and middleware patterns designed around what happens when the other system is unavailable.

    • Integration pattern selection
    • Retry, ordering and idempotency
    • Error surfacing and reprocessing
    • Contract and version management

  5. Release and quality practice

    Source-controlled deployment, regression checks and a release runbook, so going to production stops being an event.

    • Environment and branching strategy
    • Automated deployment pipeline
    • Regression and smoke checks
    • Runbook and rollback

  6. Licence and access hygiene

    Permission sets, licence tiers and joiner-mover-leaver handling reviewed so access and cost stay aligned with reality.

    • Permission set rationalisation
    • Licence tier to role fit
    • Access review cadence
    • Joiner, mover, leaver process

Connections

Related work

CRM Implementation

Delivery, migration and release practice on the core platform.

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Agentforce

Agents layered on top of platform processes, with guardrails.

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CRM investment value

Independent review of licence utilisation across teams.

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Data Context & Semantics

Reporting models and definitions that reconcile.

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What good looks like

What we try to leave behind

A legible estate

Architecture and automation someone new can read and safely change.

Routine releases

Source-controlled deployment with regression checks, so releases are unremarkable.

Resilient integration

Patterns designed for the outage rather than the happy path.

Recorded reasoning

Decision records that explain why the estate is the shape it is.

Access aligned to cost

Permission sets and licence tiers that match how people actually work.

Confident admins

A team enabled to make changes without waiting for a partner.

Related from AFD

Inherited an org nobody wants to touch?

A focused review will tell you what to reduce, what to document, and what to leave alone.

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