salesforce to salesforce: implementation guide

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Salesforce to Salesforce: Implementation Guide December, 2009

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Page 1: Salesforce to Salesforce: Implementation Guide

Salesforce to Salesforce: Implementation Guide

December, 2009

Page 2: Salesforce to Salesforce: Implementation Guide

salesforce.com proprietary and confidential

Safe Harbor

Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our quarterly report on Form 10-Q filed on July 31, 2007 and in other filings with the Securities and Exchange Commission. These documents are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

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Agenda

High Level Business Overview

Step by Step Configuration

Next Steps

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Customers need to Collaborate with Partners

YOU ResellersManufacturers

Agencies

Vendors

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Cross-company collaboration is very difficult

Complex, Expensive Integration

October, 2007

Different IT Teams

Different Infrastructure

Different Platforms

Different Standards

Your Infrastructure Partner Infrastructure

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Until Now. Connect and Collaborate with Partners in Clicks

Salesforce.com revolutionizes how companies share information

“ ”

The Multi-Tenant Business Network

CollaborateSubscribePublishInvite

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FREE for ALL Customers

Activate Inside Salesforce

Setup > Customize > Salesforce to Salesforce

Send Invitation to Contact

Start Sharing Data

One-click linkedIn style invitations Collaborate on business sensitive data with customers, partners and suppliers

FREE for ALL Customers, including Group and Contact Edition

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Features added based on customer feedback One-step Invitations

Share Leads

Enhanced Reporting with CRTs

Share Opportunities & Custom Objects

Pick list value mapping

Share Accounts & Contacts

Share Tasks

Mass Invitations

Mass share records

Share Related Lists

Share Lookup/Reference & formula fields

API and Workflow – Forward and Stop Sharing

Share Product Catalogs and Opportunity Products

1:Many – share records with multiple companies

Invitation Templates

Auto-Accept Records

Auto-Map Subscribed Fields

Share Cases with Public Comments

Share Attachments

Log Errors in Connection Audit

Connection Finder

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Agenda

High Level Business Overview

Step by Step Configuration

Next Steps

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Objects supported as of December 2009

Leads

Opportunities

Accounts

Contacts

Tasks (Send Email, New Task, Open Activity, Activity History, Log a Call)

Any Custom Object

Product Catalog & Opportunity Products

Cases and Case Comments (public only)

Attachments

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1. Find out which of your partners use Salesforce CRM

• Option available via: Setup|App Setup|Customize|Salesforce to Salesforce|Connection Finder

• Select logo on setup page (used on survey)• Customize email template if needed (include Contact:

Partner Survey URL)• Send customized survey to partner contacts who can

respond on Salesforce CRM usage• Responses are captured on partner contacts record• Salesforce to Salesforce used to send invites to

connect to partner contacts who use Salesforce CRM

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2. Enable Salesforce to Salesforce Org preference

Administrators may enable ‘Salesforce to Salesforce’ by accessing it in the setup tree.

• Once the Org preference is enabled, it cannot be disabled

All sides need to turn this preference on

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3. Customize your communications using templates

Email templates available once the Salesforce to Salesforce org preference is enabled

The templates can be customized and may include company logo, header etc (use html format when creating email template)

The customized invitation email needs to have the Connection URL for the contact to complete the invitation process

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4. Assign authorized internal users to manage your connections

System Administrators and users with Modify All Data automatically have this permission enabled

All other Salesforce profiles need to be given this permission by the Admin

Permission necessary to access the connections and templates tab

Permission necessary to send invitation, accept invitations and make any changes to connections

Permission necessary to ‘mass share’ records using the ‘Forward to Connections’ list view feature

Permission necessary to create ‘accept views’ on the relevant objects – more details to follow..

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5. Add the Connections tab for profiles with the Manage Connections permission

Connections tab necessary to manage all relationships

Only users with Manage Connections permission can access this tab

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6. Add the External Sharing related list to page layouts

External Sharing related list may be added to shared entity page layouts

• Do not add to layouts for user Profiles that shouldn’t be able to forward records

Ability to manually stop sharing record with a connection only available via this related list

• Best practice: do not include in portal page layouts

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7. For Related Records Add Two Columns to the Related List Page Layouts

Individual Tasks & Opportunity Products may only be shared in this manner

Method to share any related record (e.g. Contact on shared Account record)

Received Connection column: shows name of connection that sent the record

Sent Connection column: pick one or more connections to forward the record

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8. Define Invitation Templates to ease administration of connections

Customize by partner type

Industry specific template library

Apply to 1000s of new invitations

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9. Invite a contact to connect as you would on linkedin

Company A Company B

Free to send & accept invitations and share records (all editions including Group)

Only users with Manage Connections permission may send an invitation

Only contact with email address may be selected

Connection inherits applied templates Publish object/field rules

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10. Or Invite multiple contacts to connect at one go

‘Invite to Connect’ option visible on the Contacts tab – list view action

Only users with Manage Connections permission will see this option

Option to apply active template to all new invitations

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11. Contact accepts the invitationReceives Email

Logs into Salesforce

Accepts Invitation

All editions (except Personal) may accept invitations

Acceptance is free (as is sending an invitation)

Only users with Manage Connections permission may accept an invitation

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12. Manage your cross-company relationships using the Connections tab

One connection per relationship

Connections may be terminated at any time by either side

Only users with Manage Connection profile permission may access the Connections tab

Connection history available for audit tracking

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13. Point and click, flexible, cross-company integration using the Publish and Subscribe model

• Opt in and Opt out of object and field sharing relationships

• Each side gets to choose what information to share (democratization)

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14. Publish Objects: customize updates sent to other company

•Both sides may publish one or more standard and custom objects

•Pre-define Publish Object selection using Connection Templates

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15. Publish Fields: customize field updates sent to other company

• Both sides may publish standard and custom fields

• Not supported: system audit fields

• Pre-define Publish Field selection using Connection Templates

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16. Subscribe Objects: customize updates received from other company

Both sides may subscribe to standard and custom objects

Standard may be mapped to Standard and Custom to Custom objects

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17. Subscribe Objects: Automatically accept records using the Auto-Accept feature

• Leads/Cases: active assignment rules run on auto-insert

• Auto-accept now works for all supported entities (including Person Accounts)

Only applicable if a record is shared on its own (not as a child of another record). Child records are inserted and associated by default

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18. Subscribe Fields: customize field updates received from other company

Mapping enforces field type, dimension and precision

Text fields can be mapped to any text field of equal or greater size

Lookup/reference fields (e.g. owner id) can be mapped to text fields (>=80)

Auto-number fields can be mapped to text fields (>=30)

Not supported: system audit fields

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19: Subscribe Fields: ease setup using Auto-Map feature

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20. Enforce process and data integrity with picklist value mapping

Ability to map other company’s picklist (multi-select) values to internal picklist values

Values not mapped, automatically come over during the insert/update

Realizes dream of flexible process integration between connected companies

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21. For leads, cases and custom objects setup Queues to automate sharing of records to connections

Assignment rules may be used with queues to mass share leads, cases and custom objects

A connection may be a member of one or more queues

Related records will not be shared when the parent is shared using

Only caveat is around Public Case Comments – these will be shared once the Case is accepted

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22. Customers can manually forward records, one at a time, to multiple connections

Only ‘published’ fields will be sent (as defined by the connection detail)

Multiple connections may accept the record

Leads/Custom Objects/Cases: change ownership to queues with connections as members

User needs to have Edit CRUD on object and either be the Owner, Owner’s boss or System Administrator

Sharing the record does not remove visibility into record. Internal users continue to have full visibility

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23. Or (manually) Mass Forward Records to Multiple Connections

‘Forward to Connection’ option may be used to forward 1000s of records and child records

• Limit of 100 records per child entity

Only users with Manage Connections profile permission have this option

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24. API access to automate sharing of records

• Api Access to common ‘forward’ and ‘stop sharing’ functions

• 2 new objects: PartnerNetworkConnection & PartnerNetworkRecordConnection

• Criteria based sharing now supported

• API version 15.0 and higher

Write Apex Triggers to automate sharing and stop sharing of records

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25. Share Related Records When Sharing Parent

Only objects Published to and Subscribed by at least one connection will show up in the Related list

Tasks, Attachments and Opportunity Products can be shared using this option.

Only records owned by user or subordinates will be forwarded. System Admins can forward all records

Limit of 100 records per related object when the parent is forwarded manually (screen above)

Similar functionality available via the API. No sharing limits (e.g. Apex trigger on related record where parent is already shared)

Share related records when sharing parent

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26. Or Share Individual Related Records on Shared Parent

Only records owned by user or subordinates will be forwarded. System Administrators can forward all records

2 columns need to be added to the related list page layouts

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27. Customers can create customized list views to manually accept Parent records

Views visible under ‘Recent Items’ section on each Tab

Manage Connections permission required to create views

Users can access views based on assignment (e.g. roles, groups etc)

Section only appears if object has been subscribed to with at least one connection

Views not applicable for Opportunity Products, Comments, Attachments and Tasks

Only records not automatically inserted will show up here (e.g. objects with Auto-Accept checked will not show up in these views)

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28. Child Records Automatically get Related to Shared Parent

Related Opportunities, Tasks and Contacts automatically created and related to parent Account in target org – once Account is accepted

**In exception cases when child records cannot be automatically accepted the user will need to manually accept the record – ‘Parent Record Name’ in list view will show the parent relationship

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29. Customers can run Assignment Rules when manually accepting Leads

Lead fields to trigger workflow/assignment/validation rules:

• Last Name, Company, Status, Phone, Email, Industry, Source, Title, State & No. of Employees

Other subscribed fields come over during the next update (~2mins)

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30. Customers can relate manually accepted opportunities to accounts

Only select fields available during acceptance (the rest come over during the first update, ~2mins)

• Account info (for new accounts): Account Name, Billing City, Billing State/Province and Billing Country

• Opportunity info: Name, Amount, Stage, Close Date

Acceptance only required if the record has been shared on its own (e.g. not as a child of the Account)

New with Spring ’10: Close Date, Name and Stage are no longer required to be subscribed. Additionally these fields can now be mapped to other custom/standard date, text and picklist fields (respectively)

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31. Customers can manually accept Accounts and avoid creating duplicates

Only select fields available during acceptance (the rest come over during the first update, ~2mins)

• Person Account field is checked when incoming Account is of type Person Account.

• Account info (for new accounts): Account Name, Billing City, Billing State/Province, Billing Country & Account Type

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32. Customers can relate manually accepted contacts to accounts

Only select fields available during acceptance (the rest come over during the first update, ~2mins)

• Account info (for new accounts): Account Name, Billing City, Billing State/Province and Billing Country

• Contact info: Name, Title, Mailing City/State/Country, Email, Phone

Acceptance only required if the Contact has been shared on its own (e.g. not as a child of the Account)

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33. Customers can manually accept custom objects including Custom Junction Objects (CJOs)

Ability to link a incoming detail object to a master (special lookup feature)

Fields available during accept: Connection Name, Name (of record), Parent Record Name and Sent Date (other fields come over during the next update)

Acceptance only required if the custom object has been shared on its own (e.g. not as a child of the Account)

When accepting the CJO record, user needs to associate record to the 2 masters

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34. Customers can share records, two levels deep

Partner Org Vendor Org

Order associated to shared Account

Ability to share orders and line items directly with the vendor

New Order from Partner automatically created

Line Items get created automatically

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35. Customers can share Product Catalogs with other companies

Sharing Products is a pre-requisite to sharing Opportunity Products

If Quantity Schedules are Published – then all quantity fields need to be published and subscribed for quantity schedules to work

If Revenue Schedules are Published – then all revenue fields need to be published and subscribed for revenue schedules to work

Only select fields available during acceptance (the rest come over during the first update, ~2mins)

• Product Name, Product Code, Product Family

Acceptance only required if the Product has been shared on its own (e.g. not as a child of an Account)

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36. Customers can share Opportunity Products when collaborating on Opportunities

Forward when sharing opportunity Forward individually after opportunity is shared

Select Price book when accepting Opportunity

Price book picker available when accepting parent Opportunity Criteria for sharing Opportunity Products

• Opportunity must be shared with connections• Product must be shared with connections• Product must be in price book of connection(s) opportunities and price book entry must be active• Sender’s opportunity currency must be active in price book of target’s opportunity

Sales Price and Quantity are required fields. • If connection has schedules enabled on product then Quantity and Sales Price will not be updated• Total price may be published but not subscribed to (can be mapped to another currency field)

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37. Now support for third-party service with Case and public Case Comments

Share ‘Public’ comments

Forward CasesMass Accept Cases

• Cases and Case Comments can be Published and Subscribed• Case required field (s): Subject•Cases can be forwarded manually, by assigning to queue with connection as member and/or using the API•Public comments automatically shared with connected companies if Comments are subscribed by target org• Marking a comment ‘Private’ automatically terminates sharing• Support for Escalation & Assignment rules• Case History report has been modified to include Connections• Additional reports can be built using CRT’s

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38. Share related attachments with connections

1

2

Share related attachments (e.g. contract terms) with connections

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Company A Record Company B Record

Changes tracked in History Audit Trail

39. Shared records automatically kept in synch

History tracking should be turned on fields that need to be audited

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40. Powerful reporting drives real-time visibility cross-company

“Show me Companies I’m connected to”

“Show me Opportunity records shared with connections”

“Show me custom object records shared with connections”

Custom reports may be created using Custom Report Types (CRT)

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41. Modified history related list and reports to track updates from other companies

Updated history reports (leads, opportunities, account, contact, cases and any custom object)

New ‘connection’ column on lead, opportunity, account, contact, case and custom object history related list (only covers fields tracked in history)

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42. Drive workflow and apex triggers on shared records and realize the dream of cross-company business integration

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43. Build intelligence in validation rules to include records shared with Connections (Best Practice)

Record Inserts: customers have the ability to bypass validation rules when a record is accepted by using special connection criteria (see above)

Record Updates: use Connection User in validation criteria to ignore rules

Refer this blog for more details: http://blogs.salesforce.com/prm/2009/02/impact-of-sales.html

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Blog highlighting step by step configuration of existing validation rules and apex triggers to avoid errors can be found here: http://blogs.salesforce.com/prm/2009/02/impact-of-sales.html

44. Errors during inserts/updates are now logged in Connection Audit (Data Integrity)

• Errors created due to validation rules, apex validation checks or bad data (e.g. email value is invalid)

• Failed insert/update:- Logged in connection audit where error occurs- Email sent to connection owners with error

details

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45. Define list view filters on supported object tabs to track records actively shared with Connections

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Agenda

High Level Business Overview

Step by Step Configuration

Next Steps

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Additional product documentation available here..

Blog: http://sites.force.com/blogs/ideaList?c=09a30000000D9xo&category=For+Partners&sort=popular

S2S Website: http://www.salesforce.com/crm/partner-channel-management/partner-collaboration/

Send your questions to Product Management at: [email protected]

Salesforce to Salesforce is free, get connected today!