Download - Best Practices Leveraging Salesforce1
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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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