Salesforce Innovation: Advanced Tips for Maximizing Salesforce
Salesforce for B2C
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Salesforce World Tour London Salesforce for B2C Fabrice Cathala CLOUT, Solution Architect [email protected] @fcathala
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Transcript of Salesforce for B2C
Salesforce World TourLondonSalesforce for B2C
Fabrice CathalaCLOUT, Solution [email protected]@fcathala
Fabrice CathalaCLOUT, Solution Architect@fcathala
Forward-Looking StatementsStatement 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 product or service availability, 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.
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Any unreleased services or features referenced in this or other presentations, 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 for B2CAgenda History Under The Hood Design Board Person Account
@fcathala + Salesforce blog
History
Salesforce started in 1999 as a CRM focused on B2B customers
Supporting B2C customers meant redesigning the heart of the platform!
Challenge
The new B2C data model must be backward compatible (Salesforce + AppExchange) Stick to multitenancy (1 version)
Backward Compatibility
Account
Contact
Opportunity
Campaign
Case
Lead
Account
Contact
Solution
Winter '07 introduces "Person Account"• 1-to-Many relationship constrained into a 1-to-1 relationship• Contact fields replicated at Account level• Switch via Record Types
Person Account
PA
Contact
Lead
Campaign
Opportunity
Account
Contact
Account
Activation
Prepare your org• Create an Account Record Type for Business Accounts• Set the Contact OWD to "Controlled by Parent"• Give to all Profiles that have at least "Read" permission on Account same permission on
Contact
Log a case with Salesforce Tech Support(https://help.salesforce.com/mysuccesshub?id=solutionFinder)
Open a Case with Salesforce Tech Support (https://goo.gl/rkuBen)
The standard data model around Account and Contact will be modified forever
Data Model
1 Account object + 1 Contact object = 1 extended Account object
Switch done by Record Type
Setup
When activated make sure you assign a PA Record Type to whichever Profile needs to use it
Edit Profiles Accounts Settings
Alternatives
Contact without Account
Only accessible by owner and View All users by default
Reporting require a Custom Report Type(https://goo.gl/DtkkZD)
Private Contacts
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Avoid!
Alternatives
1 Account record org wide (the bucket) andall Contacts stored as its children
Allow B2B and B2C running in parallel
Clear separation Companies (Accounts) vs, People (Contacts)
The bucket model
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Service Cloud implementation without plan to use Sales Cloud
Alternatives
Accounts are representing families made of 1 or several members
Lead conversion can be confusing (Company name = ?)
The household model
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Solution managing interactions with various member of a same family
Alternatives
Lot of bespoke work to replace an out-of-the-box capability
Limited integration with Sales or Service Cloud
Custom object
People
Custom 2
Custom 1
Custom 4
Custom 3
Suggested use case: App Cloud solution with no plan to roll Sales/Service Cloud
Pros & Cons of Person Account
Out-of-the-box• Officially supported by Salesforce• Compatible with standard Salesforce features• Compatible with future enhancements from Salesforce
Allows B2B to run in parallel with B2C
Simple paradigm for the user"An Account is the entity we are doing business with, should it be individuals or companies"
Pros
Pros & Cons of Person Account
PA support is often late on the Roadmap• Duplicate Management (*)• Lightning (Work In Progress)
Storage Cost (*)• Typical record size in Salesforce = 2 KB. Record size for Person Account 2 x 2 KB = 4 KB
Limited AppExchange support• Some AppExchange don't work well with PA
Cons
(*) On the roadmap / #SafeHarbor
Facts & Rumours
You may find some negativity on the web about Person Account Most of these posts are aged and do not apply anymore
Salesforce changes 3 times a year!Yesterday news are not necessarily true
today
When doing your research Always check each post publication date Always test each use case in a Sandbox
Tips & Tricks
You can now access the Person Account fields on Formulas and Cross-Object Formulas
Tips & Tricks
Future proof design (as if you were planning on rolling-out Business Account)• Account custom fields on Account object• Contact custom fields on Contact object (even if now accessed via the Account page)
If only using Person Account, simplify the UI and remove the Contact tab
When creating a Person Account record from the API forget about the Contact record, just make sure you set the Record Type correctly
Tips & Tricks
Mixing B2B and B2C requires caution2 Account Types with different fields BUT 1 Business Logic = include tests on
"IsPersonAccount"
Business Account
Person Account
Workflow Rules, Flow, Process Builder
Tips & Tricks
Use field "IsPersonAccount" in Views to show a PA icon
Roadmap
Full Lightning Experience Support
Duplicate Management
Admin Enable/Disable PA
Eliminate Double Storage Count
Forward-Looking Statement
Influence The Roadmap
Adding a "Person Account" filter in the AppExchange: https://goo.gl/NLMyyE
Enable Duplicate Management on "Person Account": https://goo.gl/yqdUT2
"Person Account" shouldn't require double storage: https://goo.gl/6cB0zd
Enable "Person Account" for all editions: https://goo.gl/niYFYo
IdeaExchange
Vote for your favourite Idea in the Community (https://goo.gl/YhwjqE)
Join the Salesforce Community
Connect with Salesforce professionals by joining a local User Group Developer User Group Admin User Group
Search for “Salesforce Meetup”
Join the Salesforce Community
Connect with Salesforce professionals by joining a local User Group Developer User Group Admin User Group
Search for “Salesforce Meetup”
thank y u
Activation
Before Activation 1 RT:• Business Account
(created by the adminprior to get PA activated)
Setup Menu After Activation 2 RTs:• Business Account• Person Account
(created by Tech Supportas part of PA activation)
Activation
Before Activation ~37 standard Account fields Custom Account fields
Account Object, Account Fields After Activation Most standard Account fields except:• ParentId (not available on RT = PA)
New standard Account fields:• Record Type• IsPersonAccount• PersonContactId
All custom Account fields
Activation
Before Activation ~46 standard Contact fields Custom Contact fields
Account Object, Contact Fields After Activation Most standard Contact fields except• ReportsTo• Phone• Fax• Description• System fields
All Contact custom fields• API name suffix = "__pc" (instead of "__c")
Activation
Before Activation ~46 standard Contact fields Custom Contact fields
Contact Object, Contact Fields After Activation All standard fields New standard field• IsPersonAccount
All custom fields
Behaviour
Person Account always behave like an Account and sometimes behave like a Contact
• Records appear in both Account and Contact List Views• Records do not show on Contact Recently Viewed List (it opens as an Account not a Contact) • Additional examples: https://goo.gl/1njvJs
Leads convert to PA if Company field is left empty
Alternatives
Heavy duty AppExchange modules targeting NPO
1-to1 and household models available
Adapting the package for business use can be painful
Trailhead: https://goo.gl/9evorP + https://goo.gl/gjU37S
The Non Profit Starter Pack v3
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Non profit organisations
Conversion
Conversion between Business and Person Account is possible• Via Data Loader: https://goo.gl/RV8JtJ• Via Process Builder & Headless Flows: http://goo.gl/DZwGRI
Resources & References
Salesforce PDF - Setting Up Person Accountshttp://goo.gl/k18HiK + Extract on behaviours: https://goo.gl/w2fFZ6
Salesforce Community - Salesforce People Chatter Grouphttps://goo.gl/2yckUN
Salesforce Community - Person Account in Summer '16 https://goo.gl/Te3IU1 Salesforce.org – NPSP & Account Models https://goo.gl/P3b7CO Jeff Douglas - Working with Person Accounts in Salesforce.com
http://goo.gl/jY18m (June 2010)
