How I Solved It: Managing User Requests with Andrew Russo

#AwesomeAdmins, in case you haven’t heard, we’ve taken our existing How I Solved It series from YouTube, sprinkled some extra magic onto it, and are bringing a five-episode version of it to Salesforce+, our free streaming service.

In our first episode (available now on Salesforce+), we see how Andrew Russo built a solution to manage his users’ requests and ensure his team delivers valuable solutions. Andrew shares how he uses skills from the Salesforce Admin Skills Kit—user management, designer’s mindset, business analysis, and change management—to create his solution and be a successful Salesforce Admin.

We recommend you watch the episode on Salesforce+ and then read about his solution below.

The challenge

Andrew’s users have lots of requests that come in from different channels, so it’s hard to track them. The requests don’t have the details he needs to determine the right solution. He also needs to show how much time