mastering salesforce person account
TRANSCRIPT
Mastering Person Account
Fabrice Cathala Capgemini Lead Salesforce Architect [email protected] @fcathala
Salesforce Solution Design in a B2C World
Fabrice Cathala Capgemini UK
Salesforce Lead Architect
Twitter: @fcathala
Blog: fcathala.com
Newsletter: news.fcathala.com
LinkedIn: linkedin.com/in/fcathala
Introduction
As an out-of-the-box feature it is a critical design component
Still there’s a trend to avoid PA...
• Some think it’s over-engineered, too complex BUT there is a reason for that
• In our growing ecosystem, some new comers just don’t get it BUT we can explain
• Some old posts comment on the (old) “Cons” BUT PA has changed a lot in recent years...
PA, the Sitting Duck...Why this Session?
Why this Session?
Part I – Under The Hood
Problem
Solution
Activation
Setup
Behaviour
Transformation
Part II – Design Time
Alternatives
Pros & Cons of PA
Tips & Tricks
Roadmap
Part III – Annex
Conversion
IdeaExchange
Resources & References
Part IV – Q&A
Agenda
In 1999 Salesforce started as a CRM/SFA focused on B2B customers
Opening the door to B2C customers meant redesigning a core part of the application
A Little Bit of HistoryProblem
The new B2C model must be backward compatible (Salesforce + AppExchange)
Problem
Account
Contact
Opportunity
Campaign
Case
Lead
Backward Compatibility
Winter '07 introduces "Person Account"
• 1-to-Many relationship reduced to 1-to-1 relationship
• Contact fields accessible at Account level
• Switch via Record Types
Solution
PAAccount
Contact
Opportunity
Account
ContactLead
Campaign
1 Account record and 1 Contact record are merged into an extended Account record
Solution
Prepare your org
• Create an Account Record Type for Business Accounts
• Set the Contact OWD to "Controlled by Parent"
• Give at least "Read" permission on Contact to all Profiles that have at least "Read" permission for Account
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)
Activation
The standard data model around Account and Contact will be modified forever
Before Activation
1 RT:
• Business Account
After Activation
2 RTs:
• Business Account
• Person Account
Activation Setup Menu
Before Activation
~37 standard Account fields
Custom 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 Account Object, Account Fields
Before Activation
~46 standard Contact fields
Custom 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 Account Object, Contact Fields
Before Activation
~46 standard Contact fields
Custom Contact fields
After Activation
All standard fields
New standard field
• IsPersonAccount
All custom fields
Activation Contact Object, Contact Fields
When activated make sure you assign a PA Record Type to whichever Profile needs to use it
Edit Profiles Accounts SettingsSetup
Depending on your config, users will either:
• Only create Business Accounts
• Only create Person Accounts
• Have the choice to create BA or PA record
Creating a New Account RecordBehaviour
Profile > Record Type > Page Layout > Fields & Related Lists
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 empty
Behaviour
Contact without Account
Only accessible by owner and View All users by default
Reporting require a Custom Report Type (https://goo.gl/DtkkZD)
Suggested use case: Avoid!
Private ContactsAlternatives
Account
Contact
Opportunity
Campaign
Case
Lead
1 Account record org wide (the bucket) and all Contacts stored as its children
Allow B2B and B2C running in parallel
Clear separation Companies (Accounts) vs, People (Contacts)
Suggested use case: Service Cloud implementation without plan to use Sales Cloud
The bucket modelAlternatives
Account
Contact
Opportunity
Campaign
Case
Lead
Accounts are representing families made of 1 or several members
Lead conversion can be an issue (Company name = ?)
Suggested use case: Solution managing interactions with various member of a same family
The household modelAlternatives
Account
Contact
Opportunity
Campaign
Case
Lead
Heavy duty AppExchange modules targeting NPO
1-to1 and household models available
Bending the package for traditional business use can be painful
Trailhead: https://goo.gl/9evorP + https://goo.gl/gjU37S
Suggested use case: Non profit organisations
The Non Profit Starter Pack v3Alternatives
Account
Contact
Opportunity
Campaign
Case
Lead
Lot of bespoke work to replace an out-of-the-box capability
Limited integration with Sales or Service Cloud
Although apparently used in the Financial Services and Health Clouds
Suggested use case: App Cloud solution with no plan to roll Sales/Service Cloud
Custom objectAlternatives
People
Custom 2
Custom 1Custom 4
Custom 3
Simple paradigm for the user
"An Account is the entity we are doing business with, should it be individuals or companies"
Allows B2B to run in parallel with B2C
Out-of-the-box
• Officially supported
• Compatible with existing solutions
• Benefits from future enhancement from Salesforce
Pros (1/1)Pros & Cons of Person Account
PA support is often late on the Roadmap
• Process Builder (Summer 15)
• Platform Encryption (Winter 16)
• Duplicate Management (Planned)
• Lightning Experience (Work In Progress)
Double Count (*)
• Typical record size in Salesforce = 2 KB. Record size for Person Account 2 x 2 KB = 4 KB
Cons (1/2)Pros & Cons of Person Account
(*) On the roadmap / #SafeHarbor
No Undo (*)
• Cannot be deactivated.
Limited AppExchange support
• Some AppExchange don't support PA
Mixing B2B and B2C comes with compromises
• 2 Account Types but 1 Security Model = Contacts stuck with Controlled by Parent even for Business Accounts
• 2 Account Types but 1 Tab name = cannot call BA records "Customers" and PA records "Consumers"
Cons (2/2)Pros & Cons of Person Account
(*) On the roadmap / #SafeHarbor
Design as if you were planning to roll-out Business Account as well
• Account custom fields on Account
• Contact custom fields on Contact (even if now accessed via the Account page)
If only using Person Account, simply the UI and remove the Contact tab
When creating a PA record from the API forget about the Contact record, just set the RT correctly
Tips & Tricks
Mixing B2B and B2C requires caution
• 2 Account Types with different fields BUT 1 Business Logic = include tests on "IsPersonAccount"
Tips & Tricks
Business Account Person Account
Workflow Rules, Flow, Process Builder
You can now access the Person Account fields on Formulas and Cross-Object Formulas
Tips & Tricks
Use field "IsPersonAccount" in Views to show a PA icon
Tips & Tricks
Full Lightning Experience Support
Eliminate Double Storage Count
Admin Enable/Disable PA
Duplicate Management
Roadmap
#SafeHarbor
Insight for PA
New Data Import Wizard
PA as Shared Contacts
Roadmap
#SafeHarbor
Keep an eye on "Shared Contacts" (Pilot)
Conversion between Business and Person Account is possible
• Via Data Loader: https://goo.gl/RV8JtJ
• Via Process Builder & Headless Flows: http://goo.gl/DZwGRI
Conversion
Adding a "Person Account" filter in the AppExchange: https://goo.gl/NLMyyE via
Enable Duplicate Management on "Person Account": https://goo.gl/yqdUT2 via
"Person Account" shouldn't require double storage: https://goo.gl/6cB0zd via
Enable "Person Account" for all editions: https://goo.gl/niYFYo via
IdeaExchange
Vote for your favourite Community Idea (https://goo.gl/YhwjqE)
Salesforce PDF - Setting Up Person Accountshttp://goo.gl/k18HiK + Extract on behaviour: https://goo.gl/w2fFZ6
Salesforce Community - Salesforce People Chatter Grouphttps://goo.gl/2yckUN
Salesforce Community - Person Account in Spring '16
https://goo.gl/Te3IU1
Salesforce.org – NPSP & Account Models
https://goo.gl/P3b7CO
Jeff Douglas - Working with Person Accounts in Salesforce.comhttp://goo.gl/jY18m (June 2010)
Resources & References
Q & AContinue the conversation on Twitter:#iLikePA
Fabrice Cathala Capgemini Lead Salesforce Architect [email protected] @fcathala
Thank You
Fabrice Cathala Capgemini Lead Salesforce Architect
[email protected] @fcathala
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