best practices leveraging salesforce1

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Post on 07-May-2015

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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.

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  • 1.Best Practices Leveraging Salesforce1

2. Steve Faris Chief Platform Officer - Bluewolf [email protected] @SteveFaris Shane Sugino Director, Higher Education - Bluewolf [email protected] @ShaneSugino 3. A Sample of Current Customers: Higher Education 4. Best Practices Leveraging Salesforce1 Platform Architecture Governance Application Roadmap Advanced Platform features for driving Student Engagement 5. Quick Poll Whos a newbie to Salesforce.com? Whos deployed a Sales, Service, or Marketing Cloud? Whos deployed a Salesforce Community? Whos 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? 6. Platform Considerations 7. Service Custom App Sales App Exchange Marketing Force.com Site.com Database.com AppExchange Apps ERP Any System Finance Systems of RecordSocial Integration Chatter Data.com Identity Technology Platform: Salesforce1 Heroku APIs,WebServices,Loader,OtherTools Multi-Tenant Cloud Infrastructure Mobile Services Communities 8. 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 9. Architecture Considerations 10. 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. 11. 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 PEVCReal Estate Career Management Center Zell Center / Asset Mgmt Levy Institute Social Enterprise 12. 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 13. 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 doesnt have to be unique I know what I want but it has to be different from my competitors I dont know exactly what I want. I need to experimentDifferentiation through rate and range of change 14. 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 15. 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 16. ! Affiliation Model Managing Extended Contact Attributes and Relationships 17. Governance Considerations 18. Why Governance? Managing the influx of change Without Governance management of Salesforce can quickly become chaotic 19. 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 Q4Q3 20. 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 21. 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 22. 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 23. 25 Commercial Confidence25 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 24. Application Roadmap 25. 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 26. 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 Reqts 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 27. Creating the Seamless Student Experience Marketing/ Admissions Admissions Enrollment &Fees FinancialAid Finance/Billing Course Management Retention/ StudentExperience Career Placement Advancement 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 28. Advanced Platform Features for Student Engagement 29. 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 30. Mobile: Reach all key Higher Ed Audiences 31. Mobile: Reach all key Higher Ed Audiences And more + Salesforce Mobile SDK 2.1 Salesforce Mobile Packs 32. 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 33. 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