Salesforce Implementation Documentation: What Clients Should Expect, and Why It Matters

Summary:

This blog explains why documentation is a critical but often overlooked part of a Salesforce implementation from a client's perspective. It outlines what clients should expect from good documentation, what’s commonly missing, and how proper documentation sets the foundation for long-term success and system sustainability.

Key Takeaways:

• Documentation is sometimes neglected during Salesforce projects, but it’s essential for long-term value.

• Clients should receive clear user guides, process flows, and decision logs.

• Without proper documentation, future updates and onboarding become costly and risky.

• Always ask your implementation partner what documentation is included."

Introduction

When people talk about documentation in IT projects, the conversation often revolves around what the implementation partner needs. But what about the client’s side of the story? What should you expect as part of a well-documented Salesforce implementation?

Having worked on many Salesforce projects, I’ve seen firsthand how vital clear, accessible documentation is, not just during delivery, but long after go-live. In this article, I’ll walk you through why documentation matters, what types are typically produced, and what you should absolutely expect to walk away with as a client.

Why Documentation Matters

In simple terms: documentation tells the story of what was built, by whom, and why.

The “what” and the “why” are especially critical. With that context, future teams, internal or external, can understand the business rationale behind each feature or workflow. Why something was built a certain way, what options were considered, and what constraints were present at the time. This becomes incredibly valuable when that functionality is updated, expanded, or integrated into future phases of work.

From a governance perspective, documentation also provides a shared understanding between you and your implementation partner. It helps align expectations and serves as evidence that what was delivered meets the brief. That’s where things like user stories and acceptance criteria come in, they ensure everyone agrees on what “done” looks like before any work starts.

Common Types of Documentation in a Salesforce Project

Depending on the size and scope of your implementation, some or all of the following may be created. For larger projects, this list is fairly standard; for smaller ones, a lighter version may apply.

1. Scope of Work (SOW)

A foundational document outlining what will, and won’t be delivered. It typically includes assumptions, risks, exclusions, and any dependencies identified before the project begins.

2. Process Maps or Swimlane Diagrams

Created during discovery workshops, these diagrams illustrate business processes that the Salesforce system will support. You might also see both “as-is” and “future state” versions to highlight proposed changes.

3. Solution Design Document

This is the technical blueprint. It may include:

• Personas and use cases

• Automation logic (Flows, Apex, etc.)

• Data model or Entity Relationship Diagram (ERD)

• Security model (profiles, permission sets)

• Integration touchpoints

• Architectural considerations

Think of this as the instruction manual for how the system was built, and why it was designed that way.

4. User Stories and Acceptance Criteria

These describe the work in plain language from the end-user’s point of view. Example: “As a support agent, I want to escalate cases with one click so I can save time on urgent tickets.”

Each user story should have clear acceptance criteria so the client and delivery team agree on what success looks like.

5. Project Plan

A working timeline detailing who is doing what and by when. It covers key milestones, dependencies, and project phases.

6. RAID Log

RAID stands for Risks, Actions, Issues, Decisions. It tracks key project decisions, known risks, and the actions taken to mitigate them.

7. End-of-Project Overview

A summary that outlines what was delivered. This typically includes:

• Custom objects

• Automations (Flows, triggers, etc.)

• Profiles and permission sets

• Integrations

Note: It’s not a list of every single field created, nor should it be. This is meant to give a high-level overview of what’s now live in your org.

What Should Clients Expect to Receive?

As a paying client, you’re entitled to request any documentation created during the project. You’ve funded the work, it belongs to you. That said, not every internal artefact will be useful for long-term value, especially highly technical build documents.

At a minimum, I believe clients should walk away with:

• The signed Scope of Work

• All design documents and process diagrams, including ERDs and solution architecture

• User stories and their acceptance criteria

• End-of-project overview summarising what was delivered

Most reputable partners will happily provide this as part of their project closure. It’s also a good idea to ask early in the project how documentation will be handled so expectations are aligned.

Don’t Settle for Bare Minimum

I’ve seen situations where the only “documentation” provided was a DevOps board filled with user stories and tickets. While helpful, this alone doesn’t give the full picture. It lacks the context of design decisions, overarching architecture, and the “why” behind what was built.

As the client, don’t be afraid to ask for more. Good partners will understand why it matters.

Why It All Matters Long-Term

Things change. Team members move on. You might change implementation partners. You might want to build on what’s already there.

Without documentation, future teams waste time reverse-engineering what already exists, and that’s both costly and frustrating. A well-documented system reduces technical debt, supports continuity, and makes future improvements more efficient and less risky.

Final Thoughts

Documentation is often treated as a nice-to-have, but it’s really a long-term asset. Not just for governance, but for growth. It’s what allows your Salesforce system to evolve with your organisation, without having to constantly start from scratch.

If you’re about to kick off a Salesforce project and want help navigating what to ask for, I’d be happy to support you. Whether it’s reviewing a partner’s documentation approach or guiding you through best practices, feel free to reach out.as been valuable. If you have any questions, or require advice and guidance please feel free to reach out to me