Are you designing Salesforce solutions with incomplete information? Here’s How to fix it

Salesforce consultants and business leaders pride themselves on delivering efficient, well-optimized processes. Business analysts pride themselves on analyzing, documenting, and improving business processes to ensure Salesforce aligns with company goals. But what if the way we’ve been designing Salesforce solutions is fundamentally flawed?

For years, process discovery has relied on stakeholder interviews, assumptions, and static documentation to define the current state of business operations. The problem? These methods provide an incomplete and often inaccurate picture of how users actually interact with Salesforce. When businesses design solutions based on partial information, the consequences are costly—missed inefficiencies, inaccurate estimates, unnecessary rework, and slow roll-outs that frustrate teams and stakeholders alike.

The hidden flaw in traditional process discovery

Ask any Salesforce consultant how they gather requirements, and they’ll likely mention:

• Stakeholder workshops to map out how a process should work
• User feedback sessions to identify pain points
• Manual documentation of business workflows

While these methods have their place, they come with a major limitation: They rely on human perception rather than real data. Stakeholders often describe how they think a process works—not how it actually works in practice. This disconnect leads to:

• Bottlenecks going unnoticed until they disrupt operations
• Overlooked inefficiencies that increase costs and slow performance
• Low adoption rates because the new process doesn’t align with real user behavior
• Frequent change orders that delay project timelines and frustrate clients

High turnover exacerbates the incomplete information problem

As Salesforce admins, consultants, and developers frequently change roles or companies, crucial knowledge about specific org configurations, historical decisions, and unique user behaviors gets lost. When new consultants or subcontractors are brought on board, countless hours are spent getting up to speed on the Salesforce org(s). Even the assignment of a new Salesforce account executive to an account needs to get up to speed. Each new team or individual must rebuild understanding from scratch, often relying on outdated or incomplete documentation. This leads to repeated cycles of assumptions, rework, and missed inefficiencies, as the institutional memory needed for accurate process discovery and effective solution design continuously erodes.

Important information is often discovered too late

This disconnect often manifests itself in the training and change management session that occurs after a Salesforce solution has been built and deployed. During the training session a stakeholder that was not involved in the design process will raise their hand and ask, “What about this situation…”. Met with the audible groans from the rest of the team because they realize that a whole round of rework is necessary.

It’s time to stop this cycle of designing with incomplete information.

How Process Mining solves the “Incomplete Information” problem

The game-changer? Salesforce-native Process Mining. Instead of designing solutions based on assumptions, Process Mining analyzes real-time Salesforce activity to map how processes actually function. It automatically highlights inefficiencies, reveals where users struggle, and identifies opportunities for automation—before you implement changes. Even before you go into the business process discovery session. 

Until recently, Process Mining was largely confined to ServiceNow and other enterprise platforms. But now, Salesforce professionals can leverage this technology with Hubbl Process Analytics—the first Process Mining solution built natively on Salesforce and available on the AppExchange.

How Hubbl Process Analytics transforms process design

With Hubbl Process Analytics, Salesforce consultants and business leaders can finally:

• Replace or support assumptions with data – See exactly how processes run inside Salesforce, based on system activity.
• Identify bottlenecks instantly – No more waiting for user complaints or after-the-fact issues.
• Streamline process discovery workshops – Let the data guide your conversations instead of relying on opinion.
• Optimize Agentforce deployments – Ensure agents are working as efficiently as possible in Service Cloud.
• Track adoption and ROI – Measure how well new processes are followed and prove the impact to stakeholders.

The future of Salesforce process design

Salesforce professionals can no longer afford to design solutions with incomplete information. The risks—costly rework, slow adoption, and hidden inefficiencies—are too high. Process Mining offers a data-driven, automated way to discover, analyze, and optimize processes before making changes, ensuring faster deployments and better outcomes. 

With Hubbl Process Analytics, Salesforce teams now have access to the same powerful process intelligence that ServiceNow users have benefited from for years—but built natively inside Salesforce.

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