A G S010 Taylor 091907

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  • A G S010 Taylor 091907

    1. 1. Improving Your Outlook: Getting Started with Force.com Connect for Microsoft Outlook Kevin Sherman , Sr. Customer Success Manager Patrick Taylor , Customer Success Manager Track: Admin I: Getting Started
    2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
    3. 3. Outlook Edition Basics <ul><li>Outlook Edition is a plug-in for Microsoft® Outlook® that allows you to conveniently interact with Salesforce from your Outlook interface. </li></ul><ul><ul><li>Synchronize your Contacts </li></ul></ul><ul><ul><li>Synchronize your Calendar events and Tasks in both systems </li></ul></ul><ul><ul><li>Quickly add Emails to Salesforce as Tasks or Cases </li></ul></ul><ul><ul><li>Use the Salesforce Address Book to email Contacts and Leads </li></ul></ul>
    4. 4. Consider Outlook Edition When… <ul><li>Your users need a productivity boost! </li></ul><ul><ul><li>Keep data in sync no matter which app you’re working in </li></ul></ul><ul><ul><li>Eliminate double entry </li></ul></ul><ul><ul><li>Share information across the enterprise </li></ul></ul><ul><ul><li>Create a consolidated list of the Company’s contacts </li></ul></ul><ul><ul><li>Increase user adoption </li></ul></ul>But Not When… <ul><li>You’re looking for an initial data load! </li></ul><ul><ul><li>Creates duplicates </li></ul></ul><ul><ul><li>Poor quality data </li></ul></ul>
    5. 5. Basic Architecture <ul><li>Outlook Edition is a standard Outlook plug-in </li></ul><ul><ul><li>Installs on the user’s laptop/desktop </li></ul></ul><ul><ul><li>Talks to Outlook client using the Outlook Object Model </li></ul></ul><ul><ul><li>Does not talk to Exchange </li></ul></ul><ul><ul><li>Talks to Salesforce using the AppExchange API </li></ul></ul>Outlook Exchange Salesforce Outlook Edition
    6. 6. Add Email to Salesforce <ul><li>Use Email to quickly create Tasks and Cases in Salesforce </li></ul><ul><li>Email Attachments can also be added </li></ul>
    7. 7. Synchronize Contacts <ul><li>Contacts in Outlook can be marked for sync with Salesforce </li></ul><ul><li>Setup options make it possible to control how the latest changes to Contact info in each system affects the other system. </li></ul><ul><ul><li>Import from Salesforce </li></ul></ul><ul><ul><li>Export to Salesforce </li></ul></ul><ul><ul><li>Two way Synchronize </li></ul></ul>
    8. 8. Synchronize Calendar Events <ul><li>Events in the Outlook Calendar can be marked for sync with Salesforce </li></ul><ul><li>Setup options make it possible to control how the latest changes in each system affects the other system. </li></ul><ul><ul><li>Import from Salesforce </li></ul></ul><ul><ul><li>Export to Salesforce </li></ul></ul><ul><ul><li>Two way Synchronize </li></ul></ul>
    9. 9. Synchronize Tasks <ul><li>Outlook Tasks can be marked for sync with Salesforce </li></ul><ul><li>Setup options make it possible to control how the latest changes in each system affects the other system. </li></ul><ul><ul><li>Import from Salesforce </li></ul></ul><ul><ul><li>Export to Salesforce </li></ul></ul><ul><ul><li>Two way Synchronize </li></ul></ul>
    10. 10. Salesforce Address Book <ul><li>Use the Salesforce Address Book to quickly find Contacts and Leads, then add them as email recipients. </li></ul>
    11. 11. Configuration Options <ul><li>The Salesforce Options make it easy to control the behavior of the Outlook Edition. </li></ul>
    12. 12. Administration <ul><li>The Salesforce Options can be preset with initial deployment and locked down by system administrators. </li></ul><ul><li>All Salesforce client applications respect the data visibility settings and sharing rules as defined in Salesforce. </li></ul>
    13. 13. Where do I get Outlook Edition 3, and what are the system requirements? <ul><li>Install the latest Outlook Edition (version 3) from Setup/Personal Setup/Desktop Integration/Outlook Edition </li></ul><ul><li>System Requirements: </li></ul><ul><ul><li>Operating System: Microsoft Windows 2000, XP Professional SP1, XP Professional SP2, or Vista </li></ul></ul><ul><ul><li>Microsoft Outlook XP (2002), 2003, or 2007 </li></ul></ul><ul><ul><ul><li>Not compatible with Outlook 2000 or Word 2000. </li></ul></ul></ul>
    14. 14. What about Lotus Notes? <ul><li>Feature parity with the Outlook Edition 3.2 release </li></ul><ul><li>Requires IBM Lotus Notes 6.0, 6.5, or 7.0 with default mail template fields </li></ul>
    15. 15. Best Practice for Synchronizing Contacts <ul><li>Salesforce should be the data master </li></ul><ul><ul><li>Create and update Contacts in Salesforce and synch from Salesforce to Outlook </li></ul></ul><ul><li>Know your contact data in Salesforce and determine your approach </li></ul><ul><ul><li>Are most of your Contacts old, new or a mix </li></ul></ul>
    16. 16. If most of my Contacts are old… <ul><li>If the majority of your Contacts in Salesforce are old or may have outdated information: </li></ul><ul><ul><li>Create a new folder under your Contact folder in Outlook </li></ul></ul><ul><ul><li>Synchronize Contacts from Salesforce to the new folder in Outlook </li></ul></ul><ul><li>Why? </li></ul><ul><ul><li>By synchronizing Contacts from Salesforce into a new Outlook folder, old Outlook Contact data can be maintained separately. </li></ul></ul><ul><ul><li>Contacts in the new Outlook folder can be maintained and synchronized bi-directionally which helps keep data clean. </li></ul></ul>
    17. 17. If most of my Contacts are new… <ul><li>If the majority of your contacts in Salesforce are new: </li></ul><ul><ul><li>Create a new Contacts folder in Outlook </li></ul></ul><ul><ul><li>Synchronize Contacts from Salesforce into Outlook </li></ul></ul><ul><ul><li>From your new and old Outlook Contacts folder, consolidate your contacts to have the latest Contact information </li></ul></ul><ul><ul><li>Synchronize bi-directionally </li></ul></ul><ul><li>Why? </li></ul><ul><ul><li>You now can maintain one list of new contacts in both Outlook and Salesforce </li></ul></ul><ul><ul><li>Helps keep Contact data consolidated and clean </li></ul></ul><ul><ul><li>Helps reduce duplicate Contact records in both systems </li></ul></ul>
    18. 18. I have a mix of old and new contacts… <ul><li>If you have a mix of old and new Contacts in Salesforce, the best approach is to leave all the Contacts in the existing Outlook folder. </li></ul><ul><ul><li>When synchronizing Contacts, you will be prompted to resolve any conflicts through the Conflict Resolution screen. </li></ul></ul><ul><ul><li>This process, however, may be time consuming. </li></ul></ul><ul><li>Why? </li></ul><ul><ul><li>Conflict resolution will match any existing Contacts in Salesforce and Outlook and provide you options to select the most updated data. </li></ul></ul>
    19. 19. Best Practices for Events <ul><li>You can use the Outlook ‘Automatic Formatting’ feature to get a quick visual overview of which records are Marked. </li></ul><ul><ul><li>Set a rule that turns any marked event Blue </li></ul></ul>
    20. 20. Best Practices for Tasks <ul><li>Tasks and events in Outlook that are synched do not have an Event/Task type passed to Salesforce. This will affect reporting activity analysis. </li></ul><ul><ul><li>Example: Reporting for Joe Smith may have 10 Event tasks with Type = blank, while others have “Onsite Visit, Conference Call, Left Message, etc.” </li></ul></ul><ul><li>Task type information from Salesforce going into Outlook, however, does work. </li></ul><ul><li>Best practice for both scenarios above is to use Salesforce to associate the event/task to the proper name, and use Outlook to view the data. </li></ul>
    21. 21. Outlook Edition Behavior – General Tips <ul><li>Your first synch may take a few minutes! </li></ul><ul><li>During a search for a contact, the default search only displays the first 50 Account names. </li></ul><ul><li>If you do a full search where an Account name is manually entered, this may take longer since it’s looking for all the account names that match. </li></ul><ul><li>Synchronizing over the VPN is known to be slower. </li></ul><ul><li>When Outlook Edition is installed, Outlook may be slower during start up. </li></ul>
    22. 22. Jennifer Rakiey CRM Analyst / Inbound Marketing Specialist Charlie McKinney Director of Sales Support Scott Fielder CRM Market and Operations Manager Kevin Sherman & Patrick Taylor Customer Success Managers Salesforce.com Moderated By: Panel Discussion Applause Please!!!
    23. 23. How did you distribute this feature to your users?  Push, pull or something in between?  If you pushed it, did you preset any configurations? [email_address] [email_address] [email_address] 539 EE Users 254 Lotus Edition Users 489 EE Users 230 Outlook Edition Users 145 EE Users 135 Outlook Edition Users Scott Fielder Charlie McKinney Jennifer Rakiey
    24. 24. What did you sync and what did you decide not to sync? [email_address] [email_address] [email_address] 539 EE Users 254 Lotus Edition Users 489 EE Users 230 Outlook Edition Users 145 EE Users 135 Outlook Edition Users Scott Fielder Charlie McKinney Jennifer Rakiey
    25. 25. How did you train your end users?  What type of documentation did you deliver to support this rollout? [email_address] [email_address] [email_address] 539 EE Users 254 Lotus Edition Users 489 EE Users 230 Outlook Edition Users 145 EE Users 135 Outlook Edition Users Scott Fielder Charlie McKinney Jennifer Rakiey
    26. 26. Any advice on avoiding duplicate contacts or on how to keep your data clean? [email_address] [email_address] [email_address] 539 EE Users 254 Lotus Edition Users 489 EE Users 230 Outlook Edition Users 145 EE Users 135 Outlook Edition Users Scott Fielder Charlie McKinney Jennifer Rakiey
    27. 27. Jennifer Rakiey CRM Analyst / Inbound Marketing Specialist Charlie McKinney Director of Sales Support Scott Fielder CRM Market and Operations Manager Kevin Sherman & Patrick Taylor Customer Success Managers Salesforce.com Moderated By: Panel Q & A More Applause Please!!!
    28. 28. FAQ <ul><li>Does Outlook Edition work on Citrix? </li></ul><ul><ul><li>Outlook Edition is supported in ‘terminal server’ environments like Citrix </li></ul></ul><ul><ul><li>In a Citrix terminal server environment, several users log on remotely to the same machine. At customer sites some of these users will be Salesforce users, while others aren't. For more information on how to handle such implementations, see Solution 0005937 . </li></ul></ul>
    29. 29. FAQ <ul><li>Is Outlook Edition supported on Single Sign On? </li></ul><ul><ul><li>Outlook Edition is supported with SSO. </li></ul></ul><ul><ul><li>There is an SSO Tip Sheet published by salesforce.com, specifically for Outlook Edition and SSO. See Solution 0005628 for details. </li></ul></ul>
    30. 30. FAQ <ul><li>What happens when two people own a Contact that has the same email address from the same Company, and one user makes an update, and the other person synchronizes? </li></ul><ul><ul><li>If the user can see the record, then the Contact will be synchronized. </li></ul></ul><ul><ul><li>If the last modified timestamps are different between Outlook and Salesforce, then a conflict resolution screen is displayed. </li></ul></ul><ul><ul><li>If only one user’s last modified timestamp is different, then an update occurs to the other user. </li></ul></ul>
    31. 31. FAQ <ul><li>What version of Outlook am I on? </li></ul><ul><ul><li>In Outlook - click Tools | Salesforce Options | Under the General Tab click About in the bottom right. </li></ul></ul><ul><li>How long will the Outlook Edition v1 be supported? </li></ul><ul><ul><li>Outlook Edition v1 is expected to go through “end of life” procedure by the end of 2007. There will be a standard set of announcements and procedures to help v1 customers migrate before this happens. </li></ul></ul><ul><li>How long will the Outlook Edition v2 be supported? </li></ul><ul><ul><li>Outlook Edition v2 will no longer have any version updates. End of life procedures have not yet been determined for this release. </li></ul></ul>
    32. 32. FAQ <ul><li>When new releases are available for O3, is there a forced upgrade? </li></ul><ul><ul><li>If you are an Enterprise Edition Customer and you’re using Client Application Administration, you may be prompt to upgrade depending on your Admin Setup. </li></ul></ul><ul><ul><li>If you are a Professional Edition Customer, there is no forced upgrade. You will need to log into Salesforce to get the latest version. </li></ul></ul><ul><li>What are the steps needed to upgrade to O3 from O2? </li></ul><ul><ul><li>Uninstall of O2 is not required. </li></ul></ul><ul><ul><li>Make sure that Outlook is shut down before beginning installation. </li></ul></ul><ul><ul><li>Run the install program and follow the steps in the Wizard. </li></ul></ul>
    33. 33. FAQ <ul><li>What if I’m still using O1, do I need to upgrade to O2 first, then to O3? </li></ul><ul><ul><li>There is a tool that you can use to use to upgrade directly from O1 to O3. </li></ul></ul><ul><li>I am currently using O2 and am not ready to upgrade to O3. Where can I get the old version? </li></ul><ul><ul><li>Submit a case to support, and they will send you a link to the older edition. We want to determine why the customer wants or needs to use an older version of the client. </li></ul></ul>
    34. 34. FAQ <ul><li>Because of storage issues, I don’t want any of my users to synchronize with attachments. How can I turn that off for everyone? </li></ul><ul><ul><li>The registration key on the o_dictionary.xml file called “SupportAttachments” can be set to “false” to turn off attachment support. </li></ul></ul><ul><li>Can I associate an attachment to more than 1 object per synchronization? </li></ul><ul><ul><li>No, you will have to select an object to associate the attachment to. You also have the ability to add additional files/attachments from your computer. </li></ul></ul>
    35. 35. FAQ <ul><li>What is the maximum size of the attachment I can select? </li></ul><ul><ul><li>The default maximum attachment size is 1MB and can be changed via the MaxAttachmentSize registry key (number in bytes). This is unrelated to the attachment size limit set in the app. </li></ul></ul><ul><li>Why do I get a message saying ‘You have not selected a Salesforce record’, even though I have already selected/associated a contact/lead and account/ opportunity. </li></ul><ul><ul><li>If you double click the Contact or Lead, you will see it selected at the bottom of the dialog (“Your name selection: “) </li></ul></ul>
    36. 36. FAQ <ul><li>Are there minimum bandwidth recommendations ? </li></ul><ul><ul><li>Outlook Edition has no explicit bandwidth requirements, although faster connections obviously translate to faster performance.  </li></ul></ul><ul><ul><li>Users with home DSL connections with <1Mbits/second download rate will likely notice slower sync times.  </li></ul></ul><ul><ul><li>Use with a modem connection is not recommended. </li></ul></ul><ul><ul><li>&quot;Average&quot; sync exchanges are roughly 1-5Mb (Note that &quot;average&quot; is very difficult to pin down, as it is highly dependent on an org's custom fields, custom tabs, and the amount of data being synched). </li></ul></ul><ul><ul><li>Average space requirements vary with the amount of data being synched. A normal Outlook Contact equals ~2k. For example, if a user syncs 1000 Contacts, expect this to require an additional ~2Mb storage on the client. </li></ul></ul>
    37. 37. Resources <ul><li>Help & Training in Salesforce </li></ul><ul><li>Print out all of the Cheetsheats! </li></ul><ul><ul><li>Integrating with Outlook tip sheet </li></ul></ul><ul><ul><li>Advanced Outlook Edition Administration tip sheet </li></ul></ul><ul><li>Outlook Edition 3 Fundamentals – Breeze Training </li></ul><ul><ul><li>http://salesforce.breezecentral.com/outlookintro </li></ul></ul><ul><li>Check out www.successforce.com </li></ul><ul><ul><li>http://blogs.salesforce.com/features/2007/02/apex_connect_ou.html </li></ul></ul><ul><ul><li>http://blogs.salesforce.com/features/2006/12/connect_lotus_n.html </li></ul></ul>
    38. 38. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>
    39. 39. Improving Your Outlook: Getting Started with Outlook Edition Thank you and please fill out the survey! Track: Admin I: Getting Started

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