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Tips & Tricks for Building Advanced Workflow

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  • 1. Building Advanced Workflow Varadarajan Rajaram, Salesforce.com Sean Urban, Deutsche Bank Track: Advanced EE System Administrators
  • 2. Safe Harbor Statement
    • “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves 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.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
    • The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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.
    • 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, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor .
    • Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available.  Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
  • 3. Agenda
    • Introduction
    • Winter ’07 Workflow – What’s new?
    • Customer case study
      • Workflow and Approvals @ Deutsche Bank
    • Best practices
    • Q&A
  • 4. Definition
    • Workflow enables the automation of a business process, in while or part within your organization – from sales, to service, to HR, to finance. It enforces a process within your organization which is consistently followed and improves efficiency and productivity.
  • 5. Current Workflow Capabilities (Pre Winter ’07)
    • Automated notification
      • Review current discount policies on Opportunities
      • Follow up on Cases for Platinum Customers
    • Limited action types
      • Email Alerts
      • Create Tasks
  • 6. Winter ’07 Workflow Capabilities
    • Automate your business processes
      • Field Updates, Outbound Messages, Approvals
    • Enforce business processes
      • Lock down Opportunities when it is closed
    • Improve customer satisfaction
      • Initiate a customer survey as soon as a Platinum customer case is closed
    • Improved data quality
      • Store only the last 4 digits of the SSN
  • 7. Winter ’07 Workflow Capabilities
    • Approval process automation
      • Simple and complex multi-step processes
    • Eliminate laborious manual processes
      • Automate and eliminate your paper-based PTO requests
    • Enforce business processes
      • Discount policies – Enforce approvals on large discounts
      • Campaign spending controls – Force approvals on costly campaigns
  • 8. Winter ’07 Workflow
  • 9. Field Update Action
    • Automatically change the value in a field as a result of a workflow trigger, including owner and record type!
  • 10. Outbound Message Action
    • Send a customizable XML message to any desired Web-available listener. No more polling for changes!
    • Can be used to automate updates to dependent records!
    • Gain automated asynchronous integration with external systems
  • 11. Other Workflow Enhancements
    • Workflow rule limit increased from 50 to 300 per object
    • More standard objects supported
      • Opportunity Product
      • Order Product
    • Advanced “or” filters
    • New filter options
      • Current user
      • Special date values – Next X days, Last Week etc
  • 12. Approval Process Automation
    • Define simple or multi-step approval processes for any object
    • Specify actions at each step of process
    • Send approval requests to a queue
    • Define one or more user hierarchies for approval request routing
    • Lock the Record from Being Edited
    • Change Status to “Pending”
    PTO Request for US-HQ Submit to Manager for Approval Approved?
    • Change Status to “Approved”
    • Set Date Approved
    • Send PTO Message
    • Change Status to “Rejected”
    • Unlock Record
  • 13. Sean Urban Vice President [email_address]
  • 14. Deutsche Bank
    • Leading global investment bank
    • Leader in Germany and Europe, rapidly expanding in North America, Asia and key emerging markets
    • € 1,058 billion in assets
    • Financial services offered in 73 countries
    INDUSTRY: Financial Services EMPLOYEES: 63,435 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, Marketing # USERS: 416
  • 15. Key Challenges
    • Business Challenge
      • Legacy Workflow
      • Disparate System
      • No form continuity
      • No Reporting
    • Technology Challenge
      • Change is difficult
      • Hardware costs expensive
    • Higher Costs
    • Inefficient workflow
    • User frustration
    • Slow time to market for change
  • 16. The Solution
    • How did we address the challenges?
      • Consolidated 175 forms to 52
      • Leveraged Queues and Assignment rules
      • Used sControls for dynamic page layouts
      • Created custom objects for data store
      • Leveraged profiles and asset data
    • Products implemented
    • # Users
    • Integration points
    • Training
    • Business Units affected
    • Ongoing improvements
    DEPLOYMENT DETAILS
  • 17. Results
    • What were the results?
      • Increased functionality
      • Forms contain more pre-popped functionality
      • Information is stored in one place
      • Change is quicker and more cost effective
      • Reduced application maintenance costs
      • Information is reportable
  • 18. Demo Template
    • Department: Sales Operations
    • # Users: 65
    • Key Requirements
      • Support mobile sales team
      • Integrate with SAP
      • Executive visibility
    • Key Benefits
      • Eliminated manual order processing
      • Centralize forecasting
      • On-demand pipeline visibility
    Sample Screen of Demo Here (Add URL Link to Demo)
  • 19. Varadarajan Rajaram Sr. Product Manager Best Practices Salesforce.com
  • 20. Best Practices – Workflow
    • Use Workflow rules judiciously (i.e., just because you have 300 available doesn't mean you have to use them)
    • Number of rules isn't the performance killer, it's how many of them are actually triggered at once
    • Workflow actions are not executed in any particular order
  • 21. Best Practices – Field Updates
    • Use with read-only fields to enforce business processes. Use descriptive naming conventions
    • Can only update fields on the record itself, not any of its related records
    • Not all datatypes supported
    • Runs as "system" user (i.e., ignores FLS)
  • 22. Best Practices – Outbound Message
    • Use to replace polling. Wherever possible to reduce API load
    • Changing developer name of field does not cascade down to outbound message definition - VERIFY
    • Although HTTPS, no authentication is performed
    • Session ID may expire
  • 23. Best Practices – Approval Processes
    • If Sandbox environment available, create and test there first
    • A record can potentially go through multiple approval processes during its lifetime, therefore the entry criteria for each process should be specific enough to make sure it doesn't go through the same process twice
    • Active processes are ordered (just like assignment or escalation rules), therefore the ordering should be most criteria-specific to least criteria-specific
    • Modify All Data (MAD) users should use the provided tools (Setup | Data Management | Manage Approval Requests) to perform mass actions on pending approval items
    • Delegates need to periodically check the new standard report “My Delegated Approval Requests” to get a list of all approval items assigned to users for whom they are a delegate
  • 24. Approvals Limitations
    • Serial approvals only, no parallel chains
    • Ability to approve, reject, reassign, and delegate approval do NOT respect the role hierarchy
    • Cannot "skip" approval steps
    • Cannot re-order existing steps – must create new step, insert at appropriate level, and delete old
    • No reminders
  • 25. Summary of Key Features
    • New Workflow Action: Field Update – Automatically change the value in a field as a result of a workflow trigger, including owner and record type! Use Formula Editor wherever applicable to derive value from other fields, expressions, or values.
    • New Workflow Action: Outbound API Message – Send a customizable XML message to any desired Web-available listener. No more polling for changes! Use it to update dependent records
    • Approval Process Automation – Create simple or multi-step approval processes to automate and enforce the approval of virtually anything in your company, from sales discount requests, to expense reports, to vacation requests.
  • 26. Varadarajan Rajaram Sr. Product Manager Sean Urban Vice President QUESTION & ANSWER SESSION Salesforce.com Deutsche Bank
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