NetApp Field Portal Business and Functional Requirements

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NetApp Internal Use Only

NetApp Field Portal
Business and Functional
Requirements

September 2008

©
2008 NetApp. All rights reserved.

2

NetApp Internal Use Only

Contents


Overview


Why the Field Portal


Measurable Objectives


Targeted Business Value


Assumptions / Dependencies / Risks


Priorities


Field Portal Users


Detailed Requirements


Business Needs


Functionality to Fulfill the Needs

©
2008 NetApp. All rights reserved.

3

NetApp Internal Use Only

Why the Field Portal


Too many

places to search…

too little time


So much content…

too little relevancy


Lots of experts

and know how…

too little capability

to connect


Too many places to

publish…too small a

budget to update


So much content to create…

too little targeted usage


So many products solutions

and services…too little

customer or channel
understanding

For

Field Users

For

Content

Producers

One place

to enable all

NetApp

field

resources

to sell, market

and connect

©
2008 NetApp. All rights reserved.

4

NetApp Internal Use Only

Field Portal objectives focus on enabling faster access to
relevant content and data for NetApp field effectiveness


Reduce email traffic


Streamline and minimize information access effort and inefficiencies


Improve satisfaction with field communications


Improve partner coverage and support in their NetApp selling efforts


Reduce content lifecycle costs and inconsistencies


Enable new consolidated content and data access and usage metrics,

by role and by sales stage


Improve access performance


Accelerate time and facilitate ease in content publishing and uploading

Measurable Objectives

©
2008 NetApp. All rights reserved.

5

NetApp Internal Use Only

The Field Portal’s business value is realized through
improvements in field resource efficiency and effectiveness

Improved economies

of scale




Common portal infrastructure to focus field communications
investment


Common and standard interfaces to NetApp IT systems and data


Common vehicle for effective content lifecycle governance

Easier and faster updates




One comprehensive destination for content, tools, documents,
and data

Improved collaboration and
connections




All direct and indirect NetApp sales, technical and marketing
professionals collaborating within the context of a closed
-
loop
sales process

Improved sales productivity




Personalized views, and ultimately content and data, for the task
at hand


More time selling…less time searching and sifting

Improved communications




More targeting


More insight into what is relevant…what is not

Improved user experience




Personalized by users for their own needs

Improved delivery




Guaranteed currency of content and tools


Assured relevancy by role, and eventually, task

Single point of entry




For all tools, data, content, knowledge and expertise….

no matter where it resides

©
2008 NetApp. All rights reserved.

6

NetApp Internal Use Only

Field Portal Assumptions / Dependencies and Risks


Assumes budget availability and GEO office resources for initial and sustained
localization


Assumes resources to establish, maintain and enrich partner and employee profile
databases, document, content and knowledge management systems


Assumes technically feasible portal solution is selected


Depends on the ability to interface and package data from NetApp systems into
usable information


Depends on the portal’s ability to provide such a great information access experience
that word
-
of
-
mouth momentum and up
-
take is generated within the target audience


Depends on the development and installation of content governance policies, content
publishing procedures and content lifecycle ownership requirements


Assumes that the Field Portal is the approved and advocated central hub for all field
resources to access for any content, information, tool or application, no matter where
these elements reside


Assumes partners have full access to the portal according to their authorization level

Assumptions / Dependencies / Risks

©
2008 NetApp. All rights reserved.

7

NetApp Internal Use Only

Field Portal priorities focus on deeper levels of personalization
and unification


Bi
-
directional integration between the Field Portal and back end
systems, external sites, communities and portals


User and/or operations customization


Integration with Stellent (current enterprise document management
system)


Integration of SalesEdge and PartnerCenter; interfaces to marketing
automation tool, PSTN, NOW, tools, etc.


Federated search across all Field Portal content


Unified user profiles across all content types within the Field Portal


Role
-

and permission
-
based security access


Standardized content metadata structure across content repositories
covered by the Field Portal

Priorities

©
2008 NetApp. All rights reserved.

8

NetApp Internal Use Only

Targeted Field Portal Users

Technical

Rarely

Business

Always

Partner

Inside Sales

Sarah

Partner

Sales Engineer

Paul

Partner

Outside Sales

James

Direct

Sales

Engineer

Manoj

Direct

Marketing

Rose

Partner

Marketing

Alison

Direct

Field Mktg

Dave

Denotes Marketing
Automation Tool Users

Power Users

Direct

Outside Sales

Alan

Regularly

Type of User

Type of Use

©
2008 NetApp. All rights reserved.

9

NetApp Internal Use Only

Field Portal business needs fall into 10 general categories

Enable partner companies and their
employees to be fully on
-
boarded,
by NetApp directly, or by NetApp
distributors.

Enable efficient discovery of the
most relevant content, data and
tools for the user’s role and their
task at hand.

Enable content contributors and
web page owners to easily target
and publish their content for

specific user roles and sales tasks.

Enable field users to streamline
their information access points, yet
expand their information
accessibility.

Enable field users in any country to
get content and information relevant
to their geography in their language
of choice.

Enable individuals in the field to
efficiently collaborate and connect
with experts throughout the NetApp
ecosystem.

Enable quick and easy access to
leads and opportunities, whether with
new or existing customers.

Enable easy tracking of revenue
realization progress from opportunity
through shipment.

Enable direct and indirect field
personnel to learn and become
expert on NetApp products, solutions
and services.

Enable marketing to better align with
sales throughout the sales cycle.

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5.

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8.

9.

10.

©
2008 NetApp. All rights reserved.

10

NetApp Internal Use Only

Enable partner companies and their
employees to be fully on
-
boarded

Functional Requirement

Description

Reseller and alliance
partner on
-
boarding


Requirements for partner on
-
boarding will include but not be limited to
--

in a future version of
this document. Requirements will detail:


A web
-
based process to facilitate partner signup and registration. (The portal will need to
accommodate those in scenarios where distributors wish to control their resellers’ registration and
on
-
boarding process).


The ability to complete and validate contracts online (need detail here with respect to the which
systems this information is extracted)

Partner user
management


The ability to support mass user registration (i.e. a partner wishes to register all appropriate
individuals in their company)


The ability to easily de
-
activate individual users, with a de
-
activation report available for the
portal administrator

Return Home

1.

©
2008 NetApp. All rights reserved.

11

NetApp Internal Use Only

Enable efficient and relevant content discovery

Functional Requirement

Description

User profile editing and
management


User profiles will include role
-
based security, the repositories and content to which they have
access. Initially roles will include sales, marketing, technical and administrator for both NetApp
employees, alliance and reseller partners.


Users will be able to edit their individual profiles (title, contact info, profile photos) and will be
able to set their anonymity requirements (particularly as applicable to communities)


For partner company profile management (i.e. entering/editing business descriptions, types of
solutions and services sold, revenue, certifications, etc.), profile editing will be done by the
partner administrator (designated in their profile)


Changes to employee, partner company and partner individual profiles will need to be fed back
into the appropriate profile database


Partners can check rebate status / credits (those authorized to do so); NetApp sales can check
reward points and redeem points earned. This functionality will be delivered through portlets that
are interfaced to other systems.


Users will be able to manage their alert, newsletter and RSS subscriptions (via templates with
checkboxes to indicate alert subscriptions)


Users will be able to manage their preferences (via a preference
-
setting template with
checkboxes to indicate what content, tools, events types, etc. they would like to see)

Continued

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2.

2.

©
2008 NetApp. All rights reserved.

12

NetApp Internal Use Only

Functional Requirement

Description

Personalized
presentation and user
interface


There are three mechanisms for home page personalization
--



User

drags and drops portal component portlets and modules to populate their personal portal


User

checks the specific components / subcomponents they prefer from a cascading preference
-
setting checklist


An internal task force pre
-
determines role
-
based views that can be displayed according to the user’s
profile and permissions. Role
-
based views will include Sales, Marketing and Technical for both
NetApp and for alliance and reseller partners. There must be flexibility for the user to change these
views as necessary.



Content will also be filtered for GEOs and countries.


There will be a fixed content area on the home page for content that is mandatory for all to
receive


In addition, there should potentially be a home page section, where the user can see the last top
5 items most recently viewed (enabling them to get back there in one click if session interrupted,
or if need to access repeatedly)


“Fallback” logic will need to be set for country pages (e.g. if a page doesn’t exist for the
country/language, look for a version from another country of language).


Context
-
sensitive display of content, etc. (e.g. when viewing a page on a certain product, show
news items, press releases, ad bars, library content that is relevant to that product).

Continued

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Enable efficient and relevant content discovery

2.

2.

©
2008 NetApp. All rights reserved.

13

NetApp Internal Use Only

Functional Requirement

Description

Navigation and design



Frequently accessed documents must be easily available (i.e. it feels to the user like no more
than 3 clicks from the home page)


Document links should be persistent


the author must be assured that document urls persist,
particularly if they are bookmarked or embedded into documents


Sales
-
critical content for particular product(s), solution(s) or service(s) (as defined by the field,
marketing and Field Readiness) must be simple and available on the web page for that particular
product or solution


Power users should be able to quickly get to their most used places on the portal

Search / Filter / Sort







(continued next page)


The solution should enable federated or aggregated search capabilities that will allow the
retrieval and presentation of search results from within the portal, and document libraries, not on
the portal but also on the same document management system.


Search results should be ranked according to relevancy and should be limited to the top 15 most
relevant.


All content types must be searchable including HTML, images, text documents, other to be listed


At a minimum, search MUST be as efficient as Google

Continued

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Enable efficient and relevant content discovery

2.

2.

©
2008 NetApp. All rights reserved.

14

NetApp Internal Use Only

Functional Requirement

Description

Search / Filter / Sort

(continued)


All content associated with the Field Portal must be searchable including




Across the entire site itself (including home page modules)


by part number, by product / solution /
service name, by promotion name, by product imagery, by document type for a specific product,
solution or service, by news/ analyst / consultant report topic or analyst / consultant name), by event
name / type/ date.


In future phases, for NetApp field only, across customer references (by GEO and area, industry,
product / solution, customer size/type, by customer data center size, contact permission, and in
future phases, type of customer challenge)


For NetApp field only, across the WINS database (by country, region, GEO, product/solution,
industry, type of customer, and in future phases, type of customer challenge.


In future, across blogs (by name, author, date)


In future, within and across community discussion boards (by topic, by date)


Automatic on
-
the
-
fly redaction should be enabled to open content availability to a broader set of
authorized users


While entering a search query, a list of common search terms will be viewable (i.e. “auto
complete” or “suggestions”)


Typos in search queries will be automatically corrected (for correction of typos in other
languages, the international dictionaries will need to be loaded)


Search results will be improved through search log analysis and updating the library of search
terms based on requested items


Users should be able to set filters for their search with either check boxes or through pull down
menus. Filters should include type of document, specific application, specific database, industry,
GEO and all other levels of the hierarchy, customer type, customer challenge type, account,
partner.


Search returns will automatically be ordered by descending relevance levels


Users should be able to sort retrieved documents by date or numeric order

Continued

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Enable efficient and relevant content discovery

2.

2.

©
2008 NetApp. All rights reserved.

15

NetApp Internal Use Only

Functional Requirement

Description

Content / Data
Personalization


News and upcoming events content must be personalized to a user’s GEO, or if they span
multiple GEOs, personalization would include those GEOs. Users should have the capability to
change their GEO if they are working in a different GEO than their “home base”.


Users should be given the choice to post upcoming event dates to their Outlook calendar,
forward to customers, request notification of changes and/or reminders, download event content
in standard format, register for the event, etc.


Users should be able to set their preferences for the topics they would like to be presented first
in a search retrieval listing, a customer reference listing, a WINS database listing, etc.


Users should be able to change their preferences at any time as they change their role, their
customer set, their solution focus, their industry. The preference setting capability will be
available through a process which is yet to be determined.


User permissions associated with the NetApp systems will be used to personalize the funnel,
bookings and order status data view by role and/or level. Each portlet will communicate
individually with the source system to authenticate the user for the display of the right data in the
right format.

Content Recommender


Not in Phase 1, but in future phases (to be determined), documents and additional content
should be recommended to a user depending on their role, their favorites, their current activity,
their search and browse behavior. For example, the content recommender will prescribe
document sequences depending on the particular subject matter and role.


Rules for the content recommender engine will be derived from analysis of content/document
usage in Phase 1.


Recommendations for other types of content and actions should be built into the recommender


e.g. when to schedule an EBC visit; when to submit an unsolicited proposal; when to talk to a
customer about various promotions, bundled offerings or training sessions.

Continued

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Enable efficient and relevant content discovery

2.

2.

©
2008 NetApp. All rights reserved.

16

NetApp Internal Use Only

Functional Requirement

Description

Alerts / Notifications


Users will have the ability to subscribe to alerts. The producers and approvers of alerts will
need to be determined.


How alerts appear to users will be determined in a separate alert widget specification


Alert notifications may include news, new opportunities registered by partners, new data
availability, new collateral availability, new promotions, new reward levels are close (for NetApp
sales), orders are on hold (for those authorized to take action), orders are shipping, PVRs to be
approved (for NetApp approvers only), new training / learning modules, events, new competitive
information, other TBD


Any time there are changes in a user’s preferred areas of content on the portal, the user should
receive a notification


Alerts should be localized (whether only for the localized countries will be determined)


Alerts will be sent via email; in future, alerts via SMS may be enabled.


In addition to the alerts, once a week a communication summarizing the changes to the portal
should be sent to high priority users.


In future, functionality should include the aggregation of a user’s preferred information into one
daily, weekly, monthly communication and sent to email, creating a personalized user
-
generated
newsletter effect.

Continued

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Enable efficient and relevant content discovery

2.

2.

©
2008 NetApp. All rights reserved.

17

NetApp Internal Use Only

Functional Requirement

Description

Action Toolbar


The portal interface should include a toolbar for users to select actions to be taken with the
content on the portal including:


E
-
mail this


Print this


Save this


Zip this together with other docs and send


Save in pdf


Send in pdf

Quick access to relevant
tools

My Tools



A module allowing an initial filtered pre
-
set list of links to tools based on the user’s role and
function is required. This module should appear on the home page (for power tool users), and
on a tools landing page (for regular or infrequent tool users)


The user will have the ability to add or delete tools from the list

Quick access to relevant
events

My Events


A module allowing the display of events relevant to a particular role


The event list should be able to be sorted and viewed by date, GEO, country, or type


An administrative module in the CMS will be required to manage event content and information

Quick access to
documents and
information outside the
portal

My Quicklinks:


A module listing links to other information in other system is required


Initially the list can be pre
-
set according to role and the typical activities within the role. The user
will have the ability to add/delete links from the list.

My Library:



A module is required with a list of links to important files


The list of links will initially be set according to role, but can modified by the user

Continued

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Enable efficient and relevant content discovery

2.

2.

©
2008 NetApp. All rights reserved.

18

NetApp Internal Use Only

Functional Requirement

Description

Interface to the Proposal
Center


This would be a link to Proposal Center (This interface should evolve as The Proposal Center
evolves with templates, an up
-
to
-
date and searchable winning proposal repository, RFP
responses, etc.)


This will potentially be available as a portlet for future phases of the Field Portal


Eventually partners will also be able to access proposal content and information, templates,
samples and more


Proposal content should also be accessible via the product and solution pages as either
recommended content or sample templates, solution Q&A pairs, etc.

NOW site interface


A seamless user experience between the NOW site and the Field Portal should be created for:


Configuration guides and matrices; interoperability tool


End of availability, support bulletins


AutoSupport


Product documentation (may be on media.netapp.com)


Bugs online


Release Advisor, Release Comparison


Order status


OnTap portal

Syndicated access to an
external information
service


NetApp direct field marketing and sales will have access to syndicated information through a
public information service (e.g. Hoovers, Factiva, Harte Hanks, etc.).


This capability will depend on NetApp’s decision to buy a corporate subscription to these
services in the future; as a result, this is would be a requirement for a future phase.

Return Home

Enable efficient and relevant content discovery

2.

©
2008 NetApp. All rights reserved.

19

NetApp Internal Use Only

Enable content contributors to easily target and
publish for specific roles and sales cycle tasks

Functional Requirement

Description

Document and content
management / tagging


Documents and dynamically
-
presented web content will need to be tagged according to a pre
-
developed and consistent cross
-
web structure that will include but not be limited to: type of
content, type of document, product / solution / service name and category, user role (marketing,
sales, technical, partner roles), sales process use (stages of sales process), GEO, country,
submission date, expiry date, target audience (i.e. internal, partner
-
ready, customer
-
ready)


The portal and associated documents (managed by a selected web content management
system) must be integrated with the Stellent enterprise document management system, for
access to product / solution information as well as to enable news article creation,
categorization, placement and display (auto
-
ingestion/submission is required)


Content navigation will be auto
-
generated


The content publisher will be able to see where their content is published, or to tag where they
wish it published


All content types must be accommodated including text, audio, video, images, HTML, PDF, MS
Office files, ISO images, executables, xml, php, cgi, rss and specific database types (TBD)


Ideally, videos should be dubbed with the language of the country; resources will need to be
determined to accommodate this requirement.


An administration module is required in the CMS to manage role and GEO
-
based lists of web
content modules, documents, tools and events.

Continued

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3.

3.

©
2008 NetApp. All rights reserved.

20

NetApp Internal Use Only

Functional Requirement

Description

Web content
management


The solution should provide leading Web Content Management (WCM) capabilities that include:


Workflows and approvals


Versioning


Scheduled publishing


In context editing of pages


Content preview


Dynamic navigation building


Dynamic page generation


Localization (including double byte characters, and the ability to integrate with translation vendors)


Template building, management and preview


RSS feeds


Podcasts


Rules for the display of only up
-
to
-
date content and documents (i.e. only documents with dates
during the last 12 months should be displayed)

Content governance


Governance standards and processes will need to be created and adhered to across all content
assets for the Field Portal. These governance standards will include but not be limited to:


Common terminology for content and document categories and types


Search categories and types, usage types


Approval process for content (web and documents) publishing / posting


Assignment of individual content area owners with management and accountability procedures


Description and education on consistent content tagging


Process for content refresh, updating and alerts for such.

Continued

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Enable content contributors to easily target and
publish for specific roles and sales cycle tasks

3.

3.

©
2008 NetApp. All rights reserved.

21

NetApp Internal Use Only

Functional Requirement

Description

Content ranking


Content will be tracked and ranked according to its viewership by role


Some submitted content will be “force ranked”


e.g. high priority items (for instance sales
guides) will receive a higher ranking based on page content owner’s approval capability

User recommendations


A user recommendation capability should be implemented throughout the Field Portal to enable
peers to recommend documents and web content (to extend beyond a passive rating
capability).



The recommendation facility could be tied into a feedback reminder. This will be defined more
specifically in a future version of this document.


Content recommendations should be collected and published in a report for the content
producers.

Web analytics


The standard web analytics capability will be incorporated into the Field Portal. Standard usage
reports will be provided and analyzed weekly. Custom usage reports may be required to analyze
usage by role, and by activity, as well as by content or data accessed


Module, portlet and widget usage tracking is required that reports the number of people and
roles that are using and viewing specific modules, portlets and widgets on the home page


Which links are clicked on which pages must be captured, regardless of destination (even if the
link takes the user off the Field Portal and onto other intranet or other internal or external sites)

Continued

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Enable content contributors to easily target and
publish for specific roles and sales cycle tasks

3.

3.

©
2008 NetApp. All rights reserved.

22

NetApp Internal Use Only

Functional Requirement

Description

User feedback


Users will be encouraged to provide feedback on their portal experience through incentives,
promotions and/or feedback points. There will be a constant feedback button on the home page
that will enable users to provide freeform comments back to the portal team.


When users provide feedback on specific document or content, it is critical that the original
author receives this feedback as quickly as possible (not just the web team)


Acknowledgement of user feedback will occur with an automated thank you acknowledgement
email (ideally automated from the original author). The field portal team will provide more
substantive input as to the plan for incorporating the feedback.

User polling


A polling capability should be incorporated into the portal (or at a minimum direct access to
polling capabilities in the community sites) to enable the portal team to gather more specific
information from the users. This will provide a useful market snapshot tool for product and
corporate marketing as well as potentially sales management.

Group administrator
customization


Individual field groups/constituencies supported through the Field Portal should have the ability
to customize and administer their particular areas.


The customization of content will need to be done within the content governance guidelines
developed in association with the portal and within the NetApp corporate brand voice and web
design guidelines

Return Home

Enable content contributors to easily target and
publish for specific roles and sales cycle tasks

3.

©
2008 NetApp. All rights reserved.

23

NetApp Internal Use Only

Enable field users to streamline information access
points, yet expand accessibility

Functional Requirement

Description

User login


The portal must be accessed via SSO


this will provide access control to all connected system
so that the logged in user can only see the content/data for which they have privileges


The user role will be recognized upon login. Priority roles for Phase I will be Sales, Marketing
and Technical, within NetApp and reseller and alliance partners.


The single login should feel to the user like access to one pervasive and consistent portal


PartnerCenter, SalesEdge, PSTN (partners are authorized to access this depending on their
certifications)


When users login the first time, they will see a default home page tuned to their role. They will be
able to easily personalize their home page through checking their preferences. These
preferences will be saved in their profiles.

Authentication


Content display/availability will be dependent on authentication


the system will read the user’s
credentials and then display/provide access to allowed content only. This authorization lock
should be at the specific document/content level, not the site level.

Partner Content Access
Authorization



For partners, the authorization lock must shift from site level to specific document / content locks
(i.e. partners at specific levels only have access to see the whole content area or document)


Content access authorization should be managed down to the GEO and individual country level

Feeds to partners’
portals


Components of the field portal should be available as subscription “feeds” via RSS for NetApp
distributors’ portals/sites, accessible to the NetApp resellers they support


minimizes the clicks
for a reseller to access NetApp. For partners would include: My NetApp News, NetApp Events,
My Order Status, My Eval Systems, Reference Docs, Solutions Learning Videos (e.g. Get
Successful VOD), other TBD.

Continued

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4.

4.

©
2008 NetApp. All rights reserved.

24

NetApp Internal Use Only

Functional Requirement

Description

Mobile portal design and
device optimization


To make the Field Portal available from mobile Internet capable devices (in future Phases), a
simplified design will need to be created (for instance, use of widgets with some devices is
difficult)


A downloads area should be made available so a user can download something via their mobile,
for viewing later on their pc


Other requirements for mobilization beyond alerts and design will be detailed in subsequent
versions of this document

Widgets, portlets and
modules


A “portlet” is a personalized home page element that pulls data from a back
-
end system for
display on the home page. All portlets will be designed to highlight only KEY bits of information
and then provide access or links to the source system to take action on the data. These portlets
will interface to Netapp systems and applications through standard web services via (WSRP).


A “module” is a personalized home page element that is a stand alone tool or custom
-
built
application, not requiring back
-
end integration.


A “widget” potentially already exists on iGoogle, Yahoo or other sites that is allowed to be
included on the user’s Field Portal home page.


All personalized home page elements must be accommodated in the home page architecture so
they are standard and re
-
usable, which, in future would enable other NetApp organizations to
build their own portlets or modules for use on the Field Portal home page.

Continued

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Enable field users to streamline information access
points, yet expand accessibility

4.

4.

©
2008 NetApp. All rights reserved.

25

NetApp Internal Use Only

Functional Requirement

Description

Applications support


External applications will need to be supported, some viewable via customizable module
windows, others as links


A standard interface (e.g. WSRP) is required for module presentation


A list of modules being considered is available in the separate Data Requirements document

Security


Challenge
-
response security model is required


Other security requirements are being developed by NetApp Security group

User Privacy


The Field Portal will adhere to the NetApp privacy policies

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Enable field users to streamline information access
points, yet expand accessibility

4.

©
2008 NetApp. All rights reserved.

26

NetApp Internal Use Only

Enable field users in any country to get localized
content and information

Functional Requirement

Description

UI and web content
translation / localization



Multi
-
language support (Asian double byte, Hebrew bi
-
directional text, etc) is required


Initially, the UI will be translated and localized for Japanese only, eventually expanding to include
German and Korean (depending on NetApp’s globalization policy and direction decisions)


To determine future translation plans, from a traffic perspective, other top languages (according
to Omniture) include:


French


Italian


Latin America
-

Spanish


Brazil
-
Portuguese


Spain
-
Spanish


Simplified Chinese


News and partner programs information will be translated; local language web content already
created in the GEOs will be imported. (The process for incorporating current localized web
content will be developed as part of the technical and process specification stage)


Localization will include the inclusion/exclusion of content relevant to a specific GEO and/or
country


primarily news and events (see content personalization), as well as competitors

Document translation /
localization


Primarily technical documents, solution kits and sales presentations will be translated, with a
priority for Japan, Germany and Korea (translated marketing collateral is typically available
through www.)

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5.

©
2008 NetApp. All rights reserved.

27

NetApp Internal Use Only

Functional Requirement

Description

Community access and
management


A variety of communities must be accessible from the Field Portal environment. They can be
categorized into appropriate types


communities that will be closed within NetApp only or open
between NetApp and partners, between NetApp and customers or between NetApp, customers
and partners


Community forums should be searchable


In future, there should be support for localized communities (headers, titles, etc.)


Moderation requirements, process and authority will be defined for the communities

Employee / partner
profile database
interface


For future phases of the Field Portal, the employee and partner profile databases will be
accessible via an ExpertNet module available on the personalized home page


Using this module will enable users to enter a search for particular expertise on or relationships
to NetApp products, solutions or technologies


The return from the search will provide the individual’s profile data as it relates to the keywords in
the search (as well as what is public), in addition to their contact information (email and phone)


In addition to the module, NetApp direct field users should have a personalized list of those
NetApp reseller partners in their territory, district, region and/or GEO (access to this list will be
based on permissions, profile and customer / territory / industry assignments)


The specific partner information fed through this interface will include partner name and
contacts, type of partner (i.e. Star, Gold, etc), longevity of partner relationship with NetApp, types
of solutions they sell, NetApp revenue, NetApp products/solutions sold. The data will be sorted
by revenue, by relationship longevity, by product/solution/service.


This partner listing could either take the form of a portlet that displays information or as a search
box with a pick list of options

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Enable field users to efficiently connect and
collaborate with experts in the NetApp ecosystem

6.

©
2008 NetApp. All rights reserved.

28

NetApp Internal Use Only

Enable quick and easy access to leads and
opportunities

Functional Requirement

Description

Lead management
system interface


In future phases, a portlet will be available for the personalized home page to allow visibility to
the most recent leads added to a given territory.


Users will be able to access the lead management system directly to take action on those leads.


Leads will be automatically personalized to the particular user (based on permissions, profile and
customer / territory / industry assignments) by the lead management system


A template presentation page for the data feed will need to be developed

SAP customer database
interface

SAP Customer Database Interface:


In future portal phases, NetApp direct employees should have access to SAP installed systems
by customer and/or by partner and customer


SAP interface will be accessible through a portlet available for the personalized home


Partners in the early phase of the portal should have the ability to do simple account searches,
with availability of serial number and contract expiration data.


In future portal phases, partners should see the products installed at each of their customers,
those on service contracts, the timeframe for contract expiration


all in a clear, easy to read
interface.


In future phases, for both partners and NetApp direct, product up
-
sell intelligence should be
added so that recommendations could be made to the partner for what to sell next.

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7.

©
2008 NetApp. All rights reserved.

29

NetApp Internal Use Only

Enable easy tracking of revenue realization
progress from opportunity through shipment

Functional Requirement

Description

Interface to
CustomerEdge


The interface to CustomerEdge (Siebel) will be accessible through a portlet available for display
on the personalized home page of the Field Portal


The view of this information will be through a customized template (being described in a
separate portlet requirements document)


This functionality will be available once the Siebel upgrade is completed and enhancements can
be implemented within Siebel

Interface to PartnerEdge


For NetApp partners, the interface to PartnerEdge (Siebel) will be accessible through a portlet,
available for display on the personalized home page of the Field Portal. In addition, this portlet
will be available to the distributor or the direct NetApp value
-
added reseller for inclusion in their
own portals (thereby minimizing clicks).


In future phases, distributors and/or reseller partners should be able to view order status
(received, assembled, in
-
process, tested, shipped), pricing exceptions, progress/status of quotes
and invoices. (likely an expansion of the PartnerEdge portlet). This should be available (at least
in future phases) for all countries where there are NetApp reseller partners. (NOTE: It should
be determined if this view would be only for VIP partners.)


The view of this information will be through a customized template (described in a separate
widget requirements document)


The availability of this functionality is also dependent on completion of the Siebel upgrade and
the implementation of enhancements within Siebel

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8.

©
2008 NetApp. All rights reserved.

30

NetApp Internal Use Only

Enable field users to learn and become expert on
NetApp products, solutions and services

Functional Requirement

Description

Interface to NetApp
University and Partner
Learning Center


The interface to NetApp University and Partner Learning Center will be accessible through a
portlet, available for display on the personalized home page of the Field Portal.


The portlet will present a list of training available ordered by compliance mandate. Only training
relevant for the particular role of the user (gleaned from login) will be displayed.

Curriculum
recommender


In future phases of the Field Portal and the portlet described above, there will be a
training/curriculum recommender, that will make recommendations to the NetApp or partner
based on their role, their profiled expertise, their prior “attended” training, types of customers
they sell to, types of solutions they sell, types of storage practices they have (for reseller
partners only)

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Continued

9.

©
2008 NetApp. All rights reserved.

31

NetApp Internal Use Only

Functional Requirement

Description

On
-
demand video and
audio streaming


The Field Portal must accommodate streaming video /audio so users can play short video
learning modules on solution topics, white
-
boarding sessions, etc.


The portal must allow for executive communications, directives, ,policy enforcement,
announcements and demo sessions online


All types of video must be accommodated with an archive or logical display of available videos


All videos will be tagged and displayed to the appropriate user role, function, GEO and area


Users will be able to preview video clips, opening a larger window for viewing the entire video


The library of these learning videos should be available in the training/learning widget


Localization of these learning videos should be explored in a future phase.


The library of these learning videos should be available



Leaders can record video in video conference rooms, on web cams and other easily accessible
method then upload for distribution.


Audio options also need to be available.


Display of Brainshark, Webex and other online recorded content also needs to be available.
Output from Analyst day, Corporate All Hands meetings and other recorded content must be
accommodated.


This would be the primary method of distributing and archiving content from NetApp University,,
NGS marketing, Sales communications, etc.

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Enable field users to learn and become expert on
NetApp products, solutions and services

9.

©
2008 NetApp. All rights reserved.

32

NetApp Internal Use Only

Enable marketing to better align with sales
throughout sales cycle

Functional Requirement

Description

Interface to the
marketing automation
tool

Interface to the Marketing Automation Tool:


There will be a link to the marketing automation tool to enable effective campaign development,
implementation and measurement

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10.