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Mark Jones

Salesforce Service Desk Consultant

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I am a Certified Salesforce Consultant & Advanced Administrator with over 8 years’ experience working in or supporting the Nonprofit Sector. I bring extensive experience in user support and adoption, building applications on the Salesforce platform, providing end user training, and implementing declarative automation using tools such as Salesforce Flow.

I have a real passion for the Trailblazer Community, dedicating significant amounts of my free time to leading a Trailblazer Community Group and providing mentorship within the ecosystem. I have been fortunate enough to speak at numerous community conferences and user group events around the world, allowing me to give back to the vibrant Salesforce community. I also serve as a volunteer within the Salesforce.org Commons Community with a focus on AI for Nonprofits.

Experience

I have been working since I was 17. Most of my roles have been in or around the Nonprofit or Education sectors. I started out as an Office Administrator before transitioning into being a printing technician in 2008. In 2015, I moved into roles with a focus on CRM support before getting my first role involving Salesforce in 2016 – starting out as an ‘Accidental Admin’—an unexpected entry into administration within a small team.

Since then, I have spent my time working as a Salesforce Administrator or Consultant. Having spent 5 and a half years working at a Senior Administrator level, I moved into Consultancy in 2021. I joined Time Technology in January 2024 and am enjoying supporting around 50 amazing nonprofit organisations as part of the Service Desk Team.

My Salesforce Story.

Favourite Salesforce Feature(s)

By far I would say that my favourite Salesforce feature is Flow Builder. Flow is Salesforce’s chosen declarative automation building tool. It allows users to create powerful automations that can really level up your Salesforce game. If you have a frustration with Salesforce, or a challenge you want to resolve, Flow can do that for you in most use cases. I love Flow so much, that I started a blog on it and host bi-weekly sessions to help other Salesforce users in the ecosystem get to know it better.

If I could pick a second one, I’d also pick Lightning App Builder. Over the last few years, Salesforce have made several positive strides in this area, including the release of Dynamic Forms. Dynamic Forms allows users to display fields on a record page in Salesforce only when it needs to be there, making the end user experience much more pleasing. Hopefully Dynamic Forms will become available for Campaigns and Campaign Members one day, that’s what we need to make it amazing for Nonprofits.