In the dynamic world of CRM and digital transformation, Salesforce Administrators are the often-unsung heroes managing sprawling systems, implementing process improvements, and keeping business engines humming. The Salesforce Ben Administrator Survey is our most comprehensive yet, capturing the real-world experiences of admins across industries, regions, and career stages.
As Salesforce continues to evolve with new tools, AI innovations, and increasing expectations, we aimed to understand the true state of Salesforce administration. The result? A treasure trove of insight into satisfaction, challenges, skill gaps, and future aspirations. Below are the top 7 insights you need to know.
1. AI Is Here – and It’s Boosting Productivity
Over 71% of Salesforce Admins are already using AI tools, with 62.3% reporting increased productivity. Whether it’s helping write formulas or automating routine tasks, AI is proving to be a powerful ally. Yet, nearly a third of admins still aren’t using AI, with a lack of skills and concerns about security (despite the Einstein Trust Layer) being the main barrier. Upskilling will be critical as AI becomes more deeply embedded in Salesforce’s core functionality.
2. Salesforce Is Getting More Complex
Nearly two-thirds (64.7%) of admins agree that Salesforce is becoming increasingly complex. New clouds, retiring features, and a fast-paced release cycle are making the platform more demanding. Tasks like Flow migration (only 71% complete) and Profile-to-Permission Set transitions (just 34% complete) consume significant time and energy, often pulling admins away from strategic work.
3. Certifications Are Nice, but Experience Is King
When it comes to professional value, hands-on experience trumps certifications by a wide margin. Respondents rated experience 9.3 out of 10 in terms of career value, compared to just 6.2 out of 10 for certifications. That said, the Salesforce Administrator, Advanced Admin, and Platform App Builder certifications were seen as the most helpful across all levels.
4. Admins Are Overloaded, but Still Satisfied
While 53% of admins feel too much is being asked of them, 48.3% say they’re more satisfied in their roles now than they were pre-2020. This paradox underscores a common theme: admins love their work but struggle with unreasonable expectations. The most time-consuming task? Dealing with duplicate records. The most difficult? Managing technical debt.
5. Teams Are Small – and Developer Support Is Scarce
Many admins work in lean teams, with 43.7% reporting teams of two to four people and 15% working solo. Despite this, they’re still expected to manage everything from automation to architecture. Developer support is lacking – 22.3% said hiring a developer would be their top priority if they had the budget. In the absence of in-house devs, 75.2% rely on external partners.
6. Confidence Gaps Exist – Especially Around AI and DevOps
Confidence levels vary widely across skills. Admins feel strongest in problem-solving (88.5%), and weakest in areas like Revenue Cloud, DevOps Center, and Salesforce AI features. Interestingly, even advanced admins reported low confidence in AI, showing that new tech is a learning curve for everyone. Declarative tools remain a strength (average rating: 3.8 out of 5), while programmatic tools lag behind (2.7 out of 5).
7. Diversity, Equity, and Inclusion Remain Critical – and Fragile
The DEI section of the survey highlighted imbalances and systemic gaps. Female admins are more likely to rate themselves as intermediate despite years of experience, while men dominate in advanced self-ratings and technical roles like Solution Architects.
11.6% of respondents said they have a disability, with 82.6% of respondents with a disability suffering from mental or cognitive health conditions. As the survey underscores, DEI is about more than race – it’s about creating fair, inclusive spaces across every dimension of identity and ability.
Summary
The SF Ben Salesforce Admin Survey paints a vivid picture of a role that’s growing in complexity, responsibility, and strategic value. Admins are passionate and resilient, but many are stretched thin. AI, automation, and new technologies offer a promising path forward, but only if organizations invest in training and support.
Salesforce Admins aren’t just system maintainers – they’re change agents, problem solvers, and digital leaders. As their roles evolve, so must the recognition, resources, and respect they receive. We hope these insights spark action, awareness, and appreciation for the incredible work admins do every day.
If you want to learn more, be sure to download your copy of the SF Ben Salesforce Admin Survey Results.