Salesforce to Salesforce: Implementation Guide

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Salesforce to Salesforce: Implementation
Guide

December, 2009

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.

salesforce.com proprietary and confidential

Agenda


High Level Business Overview


Step by Step Configuration


Next Steps

salesforce.com proprietary and confidential

Customers need to Collaborate with Partners

YOU

Resellers

Manufacturers

Agencies

Vendors

salesforce.com proprietary and confidential

Cross
-
company collaboration is very difficult

Complex, Expensive Integration

October, 2007

Different IT Teams

Different Infrastructure

Different Platforms

Different Standards

Your Infrastructure

Partner Infrastructure

salesforce.com proprietary and confidential

Until Now. Connect and Collaborate with Partners in Clicks

Salesforce.com revolutionizes how
companies share information






The Multi
-
Tenant Business Network

Collaborate

Subscribe

Publish

Invite

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

Agenda


High Level Business Overview


Step by Step Configuration


Next Steps

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

8. Define Invitation Templates to ease
administration of connections


Customize by partner
type


Industry specific template
library


Apply to 1000s of
new

invitations

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

11. Contact accepts the invitation

Receives 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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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

Share ‘Public’ comments

Forward Cases

Mass 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

salesforce.com proprietary and confidential

38. Share related attachments with connections

1

2

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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)

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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


salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

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

salesforce.com proprietary and confidential

Agenda


High Level Business Overview


Step by Step Configuration


Next Steps

salesforce.com proprietary and confidential

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:
s2s@salesforce.com

Salesforce to Salesforce is free, get connected today!