best practices leveraging salesforce1
DESCRIPTION
The Salesforce1 Platform offers a rich set of features for engaging higher education audiences including Communities, Chatter, Salesforce1 Platform, custom mobile apps, social listening, etc. In this interactive roundtable discussion, we will talk about the technical benefits and challenges of deploying the Platform in a Higher Ed context, then open up the session for audience contribution/participation. The goal is to share experiences so as to accelerate the deployment of Salesforce1 Platform in higher ed environments, and learn from the innovations introduced by peers.TRANSCRIPT
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Best Practices Leveraging Salesforce1
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Steve Faris Chief Platform Officer - Bluewolf
[email protected] @SteveFaris
Shane Sugino Director, Higher Education - Bluewolf
[email protected] @ShaneSugino
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A Sample of Current Customers: Higher Education
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Marc Benioff Chairman & CEO
Best Practices Leveraging Salesforce1
• Platform • Architecture • Governance • Application Roadmap • Advanced Platform features for driving Student Engagement
Foundation Pres – PowerPoint Template – 16x9 FY14.pptx
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Marc Benioff Chairman & CEO
Quick Poll • Who’s a “newbie” to Salesforce.com? • Who’s deployed a Sales, Service, or Marketing Cloud? • Who’s deployed a Salesforce Community? • Who’s deployed a Salesforce mobile app using the Mobile SDK? Salesforce Touch? Salesforce1 Mobile?
• Who has done an Org Merge? An Org Split? • Who has over 1000 users running Salesforce at your institution today?
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Platform Considerations
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Service Custom App Sales App
Exchange Marketing
Force.com Site.com
Database.com
AppExchange Apps
ERP
Any System
Finance
Systems of Record Social
Integration
Chatter
Data.com
Iden
tity
Technology Platform: Salesforce1
Heroku
API
s, W
eb S
ervi
ces,
Loa
der,
Oth
er T
ools
Multi-Tenant Cloud Infrastructure
Mobile Services Communities
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Salesforce1: Have we got the right platform?
• Multi-tenant • Cloud-based • Saas AND PaaS • 3 non-disruptive Releases/yr bringing additional Value • Rich Applications AND a completely open platform • Internal AND External audiences • Employee AND Customer (Student) Communities • Social Integration • Data Cleansing & Enrichment
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Architecture Considerations
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Architecture
• “Accidental” vs. “Intentional” architecture • Single-Org vs. Multiple Orgs • “Build” vs. “Buy” vs. “Buy AND Build” • Data Model usage (Standard vs. non-Standard) • AppExchange Apps: Events, Email, Calendar, Survey, Volunteer Management, Payments, etc.
• Common standards: MDM, Integration Technologies, Identity & Access Management, etc.
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The Kellogg School of Management: Pre-Salesforce.com
" Natural state of affairs: • Information/data not naturally shared across
departments
• Activities are often duplicated
• Manual processes: Highly inefficient use of scarce resources
• Not an ideal way to run a professional relationship-driven organization
" The alumni experience: • Duplicate outreach
• Lost alums / Ignorant of changes in careers • Inundating “go to” alums for events
• Reliance on “memory” or “who you know” for participation
• Ignorant of alumni campus activities
Advance-ment
Corp Partner-
ships
NU Farley Center
HEMA
PhD Heizer Center for PEVC Real Estate
Career Management
Center Zell Center / Asset Mgmt
Levy Institute
Social Enterprise
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Heizer Center for
PEVC
Real Estate
Career Management
Center
Zell Center / Asset Mgmt
Levy Institute
Social Enterprise
Phase 1 Phase 2 Phase 3
Advance-ment
Corp Partner-
ships
FTMBA Students NU Athletics
School of Cont Ed
PhD
HEMA
Alumni Mgmt
M.S. Comm
NU Farley
Exec Ed
Phase 4+
The Kellogg Salesforce.com Architecture
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Gartner Pace Layered Architecture
Systems of Innovation
Systems of Differentiation
Systems of Record
Pace-Layered Application Strategy
Control
Agility Investment
Source: Gartner, 2012
“I know what I want and it
doesn’t have to be unique”
“I know what I want but it has to be
different from my competitors”
“I don’t know exactly what I want.
I need to experiment” Differentiation through rate and range of change …
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Salesforce Org Strategy: Catalog of Single & Multi-Org Approaches
• Independent Orgs (with Point-to-Point Integrations)
• Global Reporting Org
• Hub & Spoke Orgs
• Bus Configuration
• Hierarchical Orgs
• Federated Orgs
• Single (Consolidated) Org Tightly Coupled
Loosely Coupled
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• Current State SFDC Footprint • Security Model & Sharing • 360 Degree View • Data Model • Degree of Customization • Enterprise Fit • Global Reporting • Administration • Standardization • License Efficiency
• Collaboration • Integration Complexity • Application Isolation • Development Flexibility • Testing Flexibility • Upgrade Flexibility • Future Flexibility • Identity Management/SSO • Governance • Platform (Governor) Limits
Single vs. Multi-Org Architectural Considerations
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!
Affiliation Model Managing Extended Contact Attributes and Relationships
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Governance Considerations
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Why Governance? Managing the influx of change
Without Governance management of Salesforce can quickly become chaotic
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Why Governance? Salesforce Innovation Cadence
• Rapid, Predictable Release Schedule – Major Releases: Major new features, Integrations, heavy Training – Minor Releases: Regular enhancements, Smaller Features – Maintenance Releases: Weekly “sweep” of small changes
Q1 Q2 Q4 Q3
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Why Governance? Continuous Innovation Strategy • Establish Policies, Processes, & Tools that sustain innovation • Goal: Continuous Enhancement with rapid (monthly, bi-weekly) releases …
… while feeding a larger roadmap and capability according to an agreed-up roadmap
Release 1.0
Release 2.0
Release 3.0
Release N
Admin/BA
Enh. Team
Quality Team
Release Mgr.
Super User
Deploy
Ticket entry
…
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Other Governance Considerations
• Central vs. Distributed Governance Model • Demand Sources / Intake • Prioritization Process • Agile Development Methodology • Quality Assurance/Continuous Integration
• Release Management • Production Operations / Support • Standard Policies, Processes, and Tools
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Bluewolf ALM (Application Lifecycle Management)
• Manage the lifecycle of application changes from Capture to Delivery
• Streamline/Automate Agile Development Processes
• Automate QA • Automate Release Management • Create “living” documentation • Ensure (and demonstrate)
Compliance
Requirements Capture
Knowledge Base
Requirements Management
Release Planning
Release Management
Continuous Integration
Quality Assurance
Dynamic Documentation
Compliance
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25 Commercial Confidence 25 Commercial Confidence
Roadmap for Cloud Transformation
One Platform One Architecture
One Global Schema Agile Governance
Foundation
Build
Structure & Strategy
Adapt & Innovate
Phase 1 • Reference Architecture • Platform Standards • Cloud Infrastructure • Open Integration • Enterprise Data
Considerations
Optimize
Phase 2 • Social Platforms • Mobile/Multi-Device • Enterprise Analytics • Cloud Governance
Phase 3 • Operational Excellence • Portfolio
Rationalization
Implement & Iterate
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Application Roadmap
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• Student Lifecycle – Prospect – Applicant – Admittee – Enrolled – Student Experience / Retention – Graduate – Certified Practitioner – Employee – Alumni – Repeat the cycle …
• Other Engagement / Relationship Management Processes – Alumni Relationship Management – Donor Relationship Management – Partners / Parents / Sponsors – Speaker Relationship Management – Corporate Relationship Management – Community Relations Management – Business/Industry Alliance Management – Commercialization Management – Employee (Faculty, Staff) Management
Key Higher Ed Lifecycle Processes
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Bluewolf Higher Ed Solution Roadmap
Attract: Recruit & Capture
Engage: Student
Life
Sustain: Professional
Life
Empower: Professional Development
Expand: Commercialization
& CRM
• Marketing Automation (potential students)
• Recruitment • Application
Processing • Admissions • Registrar
• Student Services / Engagement
• Student Personas • Campus
Communities - Students - Faculty - Staff
• Student Life - Clubs - Speaker Sourcing - Academic Advising
• Other Department- specific Req’ts
• Retention & Analytics
• Career Services - Counseling - Internships - Placement - Marketing Automation (employers)
• Alumni - Contact Mgm't - Alumni Relations - Community - Marketing Automation - Advancement (fund-raising)
• Executive Education (degree)
• Professional Development Programs (certificate)
• Open Enrollment Programs
• Marketing • Research &
Development • Publishing • IP Commer-
cialization • Corporate
Relations • Government
Relations • Community
Relations
Student Lifecycle Management Extended Lifecycle Management
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Creating the “Seamless” Student Experience … M
arke
ting
/ A
dmis
sion
s
Adm
issi
ons
Enro
llmen
t &
Fee
s
Fina
ncia
l Aid
Fina
nce/
Bill
ing
Cou
rse
Man
agem
ent
Ret
entio
n /
Stud
ent E
xper
ienc
e
Car
eer
Plac
emen
t
Adv
ance
men
t
Student Lifecycle Management
Service Custom App Sales App
Exchange Marketing
Force.com Site.com
Database.com
Integration
Chatter
Heroku
Multi-Tenant Cloud Infrastructure
Mobile Services Communities
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Advanced Platform Features for Student Engagement
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Community 1: Self-Service Community
Community 2: Partner Community
Community 3: Company Community
Community n: Any Community
Business Data
Cases
Community 1: Student Community
Community 2: Alumni Community
Community 3: Faculty/Staff Community
Community n: Any Community
Communities: Reach all key Higher Ed Audiences
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Mobile: Reach all key Higher Ed Audiences
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Mobile: Reach all key Higher Ed Audiences
And more …
+ Salesforce Mobile
SDK 2.1
Salesforce Mobile Packs
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Bluewolf Nomad
• Native iOS solution • 2 Tier menu structure • Offline Support • Supports a range of
standard and custom SF modules
• Hybrid Support • Enterprise Deployment • Modular, ease of reuse
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Match the UI to the Audience
Interface: Best For:
Standard User Interface (desktop) Back Office, Staff Salesforce1 Interface (mobile) Back Office, Faculty, Staff Communities Faculty, Staff, Students Mobile Faculty, Students
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