Public or Private? Getting Started with Security

Kurt Schillinger, Chrysler Financial

Paul Wilhoit, salesforce.com, Enterprise

Consulting

Track: Admin I: Getting Started

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.

The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.

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Objective of this Session

To introduce the Salesforce sharing model basics,

learn how Chrysler Financial decision was made and

provide direction to getting started.

Intended Audience

Little or no experience with Salesforce

Admins new to Salesforce

Questioning original decision

Business users

To understand implication of security decision

To understand options for sharing data

Agenda

Security Controls Overview

Impact of the Sharing Model

Chrysler Financial Story

Ok, Where do I Start?

Common Positions and Coming to a Consensus

The Big 4

1. Sharing Settings = Default access to records

2. Role Hierarchy = What records can I see.

3. Profiles = What can I do.

4. Field Level Security (FLS) = What fields can you see

The baseline level of access for all users

1. Sharing Settings: Organization Wide Defaults

Public Read/Write - Everyone

can edit everything but only the

owner/boss/admin can

delete/transfer.

Public Read Only - Everyone

can see everything but explicit

access needed for editing or

transfer.

Private - Only owners/bosses/

admins can view edit or transfer

records without explicit access.

1. Sharing Settings: Sharing Rules

Only open access to data. Never lockdown

Only needed with Org Wide Defaults are

Public/Read-Only or Private

2. Role Hierarchy

As a general rule, managers have owner-like access to records owned by their subordinates

Roles = What can I see.

3. Profiles

Profiles = What can I do.

4. Field-Level Security

•Field-Level Security is the master security setting for the field.

Impact of Sharing Model

Cross Divisional Impact

User Adoption Impact

Too Much info or not enough

Data Quality

Kurt Schillinger

Director Sales Operations

All About Company Chrysler

• INDUSTRY: Automotive Financing

• EMPLOYEES: 5000

• GEOGRAPHY: Global

• Salesforce.com USERS: 775

• PRODUCT(S) USED: Salesforce SFA, 3 Custom Applications 1 downloaded

AppExchange application, Integration Services

Chrysler Financial is the finance arm for Chrysler LLC products worldwide. We are one of the world’s largest captive financial services companies and operate autonomously within the Chrysler LLC international organization.

Who is Chrysler Financial?

Chrysler Financial U.S. 654 Field employees 3750 Chrysler, Jeep, Dodge dealers

External Sales Force: 205 Dealer Relations Managers (Acct. Managers)

• 18 dealers per DRM

39 Sales Managers 8 Senior Sales Managers 8 Business Center Directors $63 Billion in Portfolio serviced – Dealer and Consumer

But there is more than just Chrysler Financial US……

Key Challenges Sharing Data

• Lack of collaboration between brands (Chrysler,

Mercedes…)

• AE’s desire to maintain own information

• Never shared this much information the past

• Communication between departments

• Management’s desire to keep field reps focused

How did Chrysler Financial Approach Security

Individual Interviews:

Account Exec, Middle & Senior Managers, DRMs

Evaluated Regulatory and Business Limitation

Face-to-Face Group Discussions

Project Sponsor (VP Sales) made Final Decision

Salesforce – the Results

Phase 1 – November 2006 External stakeholders: Sales

• Common planning, account management process• Accountability, measurement – Dealer Business Plans• Compliance leads to Commitment

Phase 2 – August 2007 Internal stakeholders: Retail Credit

• Communication of strategies• Accountability, measurement – Dealer Business Plans• Coaching Process defined

Servicing the customer – Time is Money• Dealer Prospect Evaluation

National Account Management

• Higher customer satisfaction• JD Power Survey results (5 pt. increase in Overall Dealer Satisfaction)

• $3 Billion net portfolio increase

Where do I Start?

Special Considerations?

SOX, Sensitive Data, Other Legal

Who should be involved? This is not an IT

decision

Understand current information structure

Gaining everyone’s position

Facilitating the group discussion

Engage a consulting partner

Handling Objections

Salesperson: “I don’t want anyone seeing my info”

Manager: “The Salespeople need to focus on their

own work”

Executive: “I don’t want reps taking our client list”

Sales Ops or IT: “Closed models are tougher to

manage”

Kurt Schillinger

Director Sales Operations

Paul Wilhoit

Principal Consultant

QUESTION & ANSWER SESSION

Key Take-Aways

Salesforce Sharing Model is very flexible

Don’t underestimate the impact of your decision

This is NOT an IT decision

Not Sure where to start: Public/Read-Write*

You can go back

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