Salesforce.com Org Migration Overview

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How to tackle the complex problem of merging two or more Salesforce.com instances. The challenges and benefits of a single org. Establishing the right project team. Systems review, data considerations, migration strategy, migration tools. When to use the data loader, metadata API. How to handle duplicate records. Post go-live clean up.

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Salesforce.com Org Migration Overview

  1. 1. Salesforce OrgMigrationsJuly2012 Copyright © ShellBlack.com
  2. 2. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 2 | Copyright © ShellBlack.com
  3. 3. A Single Org Enables…..•  Greater Management Visibility §  One place for all roll-up/drill-down reporting•  Collaboration §  Maximize the corporate rolodex: Increase Upsell & Cross-Sell Productivity•  Standardization of Processes §  Case Management, Opportunity Management, Customer Lifecycle•  Global Standardization & Economies of Scale §  Consistent experience with User Education, consolidated Change Management, single point for integration, data cleansing and internationalization | Copyright © ShellBlack.com
  4. 4. Single Org Model HQ   BU1   BU2   BU  3..   §  Cross  business  unit  collabora1on     §  Salesforce  Cha5er   §  Shared  solu1ons  for  common  business  processes   §  One  set  of  configura1on  and  code  to  address  common  business  requirements   §  Reuse  decreases  development  costs  Benefits   §  Ability  to  share  data  where  appropriate     §  Alleviates  need  for  data  silos     §  No  complex  data  integra1on  solu1ons   §  Unified  repor1ng   §  Single  login  to  access  mul1ple  business  func1ons   §  Org  complexity  could  become  a  barrier  to  progress   §  Poten1al  to  hit  specific  Org  limits,  such  as  number  of  custom  tabs,  objects  and  code   lines   §  Org-­‐wide  seIngs  (e.g.  security    and  sharing)  could  become  difficult  to  govern  and   manage   Risks   §  Run  1me  processing  could  be  impacted  by  volume  of  code  deployed  resul1ng  in   breaches  of  API  and  APEX  governor  limits   §  Time  to  market  and  innovate  could  be  impacted  by  number  of  teams  rolling  out  new   func1onality   §  More  teams  upda1ng  shared  configura1on  and  code  means  more  regression  tes1ng  is   needed  as  complexity  increases  over  1me   §  Fewer  sandbox  environments  reduces  tes1ng  capabili1es   | Copyright © ShellBlack.com
  5. 5. Opportunities and Challenges•  Throughout the project opportunities will present themselves to potentially streamline and improve business processes•  The challenge will be to capitalize on these opportunities wherever possible without putting the migration timeline at risk•  Business owners of both orgs will be faced with compromises for the greater good 5 | Copyright © ShellBlack.com
  6. 6. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 6 | Copyright © ShellBlack.com
  7. 7. Org Merge Project Team Roles•  Sponsor §  Provides support §  Assist with change management / communication to the rest of the organization•  Salesforce SMEs §  Making configuration changes / moving data §  Admins / consultants•  Stakeholders / Business Process SMEs §  Knows the business and understands the data §  Knows why things are configured the way they are §  Empowered to represent functional areas / departments §  Can make decisions on what is critical information (replicate) and what is not (jettison) §  Familiar enough with the data to validate the data loads•  Project Management / Consulting §  Creation of the Project Plan, assignment and reporting of tasks and progress §  Facilitating discussions around process & best practices (drives towards consensus) 7 | Copyright © ShellBlack.com
  8. 8. Project Team Skills and Capacity•  In order to create a Project Plan with task assignments, need to determine for SourceHOV’s internal team: §  Skill Set / Experience (i.e. Configuration & Data Loader) §  Hours per week each person can work on the migration –  Admins –  Functional SMEs Determine the task workload that can be handled internally to know how many external resources to pull onto the project 8 | Copyright © ShellBlack.com
  9. 9. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 9 | Copyright © ShellBlack.com
  10. 10. Systems Review•  The first step to planning an org migration is to identify all: §  Similarities, Differences (gaps), and obsolete (unused) components•  Review processes enabled by the systems, and map the desired future state•  Review configuration of both systems, including: §  Tabs used (including Custom Tabs and Renamed Tabs) §  Custom Fields, Custom Links, Triggers, and Custom Buttons §  Custom Objects and relationships §  Pick List values §  Formula fields, Data (field) Validation Rules §  Email templates, mail merge templates §  Rules (Assignment, Escalation, Workflow, Approvals, Field Updates) §  Profiles, Page Layouts, Search Layout §  Sharing Model à Role Hierarchy, Public Groups, Account Teams, and Sharing Rules §  Forecasting à Hierarchy, quotas, etc. §  Extended applications à Partner and Customer Portal, Sites §  External integration points à Web to Lead, Web to Case, Email to Case, API version, APEX code §  Data model impacting features à Person Accounts, Territory Management §  Multi currency or multi language?•  See the Appendix for a more comprehensive list of review items | Copyright © ShellBlack.com
  11. 11. Systems Review•  Track your limits by object (Setup > Object Name > Limits) and org-wide (Setup > Systems Overview) Note: Screenshot is from an “Unlimited” org 11 | Copyright © ShellBlack.com
  12. 12. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 12 | Copyright © ShellBlack.com
  13. 13. Process & Access Review•  The next big phase in planning an org migration is to review your business processes and information access•  Involve individuals (SMEs) that represent each system(s) who: §  Knows the business(es) and understand the data, §  Knows why things are configured the way they are, and §  Can make decisions on what is critical information and what is not•  Remember that Salesforce CRM is configured to support your business processes §  Pick list values represent steps in a process (i.e., Opportunity Stage values = your sales process)•  Determine how you will address different processes §  Standardize on a single process (i.e., one set of sales stages) OR §  Implement separate processes for the different business/groups (i.e., multiple sales processes) | Copyright © ShellBlack.com
  14. 14. Process & Access Review•  Record (page) presentation §  Page layouts, record types, required fields, dependent picklists•  Object & field level security, record access and record ownership §  Updates needed to the security model (object access, field access, sharing rules) §  Determine record ownership §  Review the Role Hierarchy (impacts reporting, e.g. “My Team: and record access) §  Profiles and permission sets for Users (e.g. User A in their old org could mass email, import contacts from Outlook, and manage dashboards – should they still be able to in the new org?) 14 | Copyright © ShellBlack.com
  15. 15. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 15 | Copyright © ShellBlack.com
  16. 16. Data Considerations•  The next big phase in planning an org migration is to make decisions around the data•  Addressing duplicate records §  There will most likely be overlapping/duplicate data §  Will need to be done either before or after you import the data from one system into the other –  Prior to importing into master account •  Export both data sets, merge into one and identify duplicates •  Merge/delete duplicates, import clean file –  After importing into master account •  Leverage de-dupe tools in Salesforce CRM •  Leverage de-dupe tools from partners (see the AppExchange) •  Use a custom field to flag each records source system•  Develop rules for merging data §  When there are two records for the same entity (i.e., Account), which one ‘wins’? –  Newest record? Most complete record? Record from one of the databases? Most recently updated? §  Determine who will own the records if there are duplicates –  Impacts sharing rules, reporting, etc. –  Leverage for data cleansing that will ensue | Copyright © ShellBlack.com
  17. 17. Data Considerations•  Establish plan for migrating data §  Determine when master system becomes live/ system of record (i.e., stop entering data into other system) §  Set date when you will extract all data from the system being merged §  How long will the merge take? How will you deal with interim data? New data blackout dates? Temporary data ID? (i.e do we need to plan for a “Delta” update) §  Ensure you have a complete copy of both data sets before attempting any merging … just in case! | Copyright © ShellBlack.com
  18. 18. Data Considerations•  The good news is that the data model is the same, but there is still a lot of detailed and tedious work to create mapping tables §  Every record in Salesforce CRM is assigned a unique 18-digit alpha- numeric, case sensitive id by salesforce.com §  15 character IDs generated from a Salesforce report are not unique when using the vLookup function (Excel is case insensitive). You can use the CASESAFEID formula to translate the 15 character ID to a 18 character key and export to a report, or use the Data Loader to export a 18 character key §  Relationships between records are established based on these IDs (i.e., Activity related to a Contact) §  These IDs will change when you import data from one system to another, as the system will assign it a new ID §  In order to re-create the relationships between records (i.e., import Activities and associate to the appropriate Contact), you need to create a mapping table that will allow you to associate the OLD Contact ID with the new one §  Create a temporary/mapping field on each object you will need to map for the old id (i.e., OLD ACCOUNT ID, LEGACY ID) §  When importing the data into the master Account, map the Account Id to the OLD ACCOUNT ID field §  You will then be able to export the new Account Id, OLD ACCOUNT ID and Account Name to act as your mapping table | Copyright © ShellBlack.com
  19. 19. Data Considerations•  Created Dates §  All records imported/migrated will have a Created Date = to when the import occurs §  You can ask Salesforce to enable access to the Created Date and Last Modified Date fields via the API (i.e. the Data Loader)•  History Tables §  Stage History for Opportunities / Case History for Cases §  Data cannot be migrated into these tables, this information must be stored elsewhere (e.g. a read only custom object) if you bring it over (“Note” field is not reportable, so custom field is recommended)•  Unique Ids (system generated) §  Record Ids are unique and cannot be imported §  Imported records are assigned new Id, it is a good idea to import the old Id into a custom field for mapping purposes §  Features that reference (i.e., Custom Links) unique ids of other objects (i.e., a report) must also be updated•  Record Types §  If one of the Salesforce CRM instances leverages record types, all records added from the other instance must be assigned a Record Type §  Record Types can be updated through the API, not through the import wizard §  Record Type assignment must also be aligned with user Profiles | Copyright © ShellBlack.com
  20. 20. Data Considerations•  What if data is inadvertently … §  Deleted –  Restore from the Recycle Bin – records are held for 15 days before they are permanently deleted. Your recycle bin record limit is 25 times the Megabytes (MBs) in your storage. For example, if your organization has 1 GB of storage then your limit is 25 times 1000 MB or 25,000 records –  Restore missing data from backups §  Merged –  There is no way to “un-merge” data –  Clean up/work with merged records, OR –  Delete and restore from back ups §  Imported incorrectly –  Mass transfer (if you can) –  Update records (if you can) –  Delete and re-import into proper area –  Consider tagging batches with a custom field indicating the load/batch number in case you need to reverse | Copyright © ShellBlack.com
  21. 21. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 21 | Copyright © ShellBlack.com
  22. 22. Migration Strategy•  The last component of a successful org migration is creating your migration strategy•  Establish project timeline, team and project sponsor•  Determine changes that need to be made (configuration and procedural) and implement on master instance•  Identify data to be retired/archived and not merged•  Communicate to end users upcoming changes, reasons, and benefits to them•  Extract data from other instance and cleanse (merge)•  Plan for post cutover cleanup •  Users will find things the team has missed! •  Reports and dashboards will need to be updated / reconstructed •  Check Date Ranges (i.e., Create Date and Original Create Date) •  Other filters on existing reports must be reviewed to ensure they are still relevant/apply to all data –  KEEP BACKUPS OF BOTH SYSTEMS | Copyright © ShellBlack.com
  23. 23. High-Level Process | Copyright © ShellBlack.com
  24. 24. Recommended Update Order Order Object to Update Related To 1 •  Accounts 2 •  Contacts •  Accounts 3 •  Opportunities •  Accounts •  Contacts 4 •  Products 5 •  Product Line Items •  Opportunities •  Products 6 •  Cases •  Contacts 7 •  Leads 8 •  Campaigns 9 •  Campaign Members •  Campaigns •  Contacts •  Leads 10 •  Contracts •  Accounts •  Contacts 11 •  Assets •  Accounts •  Contacts •  Cases •  Products 12 •  Solutions •  Cases Depends •  Custom Objects •  Depends on implementation Last •  Activities •  Can be to any standard or custom object | Copyright © ShellBlack.com
  25. 25. General Issues to Remember•  Challenging to populate system generated dates•  Inability to import into Opportunity Stage History, Case History, HTML Email Status•  Potential for duplicate data•  Folder access – Email, Reports, Dashboards, Document folders•  Naming conventions (e.g. Workflow Rules, Profiles, Reports, etc) – be consistent!•  Values for Opportunity Contact, Sales Team, Case Team, Account Team, and Partner Roles will be global•  Watch out for governor limits (e.g. max # of Workflow Rules, # Roll- ups)•  Scheduling an org migration between major Salesforce releases is not advisable | Copyright © ShellBlack.com
  26. 26. Impact to Users and the Business•  Even with the best planning, expect some disruption•  Acknowledge upfront - something will get overlooked (and it may not be discovered until days later)•  Every member of the team will not be aware of every nuance in the configurations (it took years to build!)•  The risk of User disruption increases with the number of people making changes to the configuration and importing data, and the amount of customization in both orgs Disruption can be mitigated by: •  Ensuring the right people are doing the right tasks (they have the experience) •  Communicating appropriately within the team as well as to the Users •  Planning for some post-cutover cleanup as Users find issues 26 | Copyright © ShellBlack.com
  27. 27. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 27 | Copyright © ShellBlack.com
  28. 28. Migration Tools•  Native Import Wizards (records) §  Update or Insert records §  Leads, Accounts & Contacts, Solutions, Custom Objects §  Max 50,000 records §  Not and ideal tool for an org merge•  Salesforce Data Loader (records) §  Export, Update, Insert, Delete records §  Standard Objects, Custom Objects, Activities, Attachments, etc. §  Max 5MM records §  See Appendix B for a complete list•  Metadata API (customization) §  Custom Tabs, Workflow, Home Page Components and Layouts, Permission Sets, Profiles, Reports, etc. §  See Appendix C for a complete list•  Weekly Data Export (record backup) §  Export all records including attachments, documents and Chatter files zipped up in CSV files §  Export Attachments 28 | Copyright © ShellBlack.com
  29. 29. When to use the Sandbox•  Staging everything in the Sandbox (data and configuration updates) will add a lot of time to the migration and will add little value•  Recommend using the Sandbox where the deployment action would be irrevocable and could have a financial business impact if done incorrectly•  Use the Sandbox to create and test new code•  Use for importing test records to validate mappings 29 | Copyright © ShellBlack.com
  30. 30. Documenting Your Org•  EasyDescribe (objects & fields) §  http://appexchange.salesforce.com/listingDetail? listingId=a0N300000018leZEAQ•  Field Trip (field usage) §  http://appexchange.salesforce.com/listingDetail? listingId=a0N30000003HSXEEA4 30 | Copyright © ShellBlack.com
  31. 31. Reconstruct vs. Migrate theConfiguration•  Though you can use the Meta Data API to recreate some of the configuration, it might not be the most efficient method•  For example, reconstructing a few workflow rules would be easier to do using the UI (User Interface)•  However, a folder with 80 reports would be much more efficient to migrate using the Meta Data API §  Note - if any of the fields (columns) that are in a source report are not present in the target org, the import will fail for that report <-good example of why migrating using the Meta Data API is challenging 31 | Copyright © ShellBlack.com
  32. 32. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 32 | Copyright © ShellBlack.com
  33. 33. Next Steps•  ShellBlack.com, LLC will need logins to orgs•  Define Project Team and Roles•  Determine the workload capacity of internal team (do you need more Admin staff?)•  Selection of first org to migrate•  Working Sessions to determine: §  Forensic analysis of existing org (System Review) §  Create the Project Plan –  Work Breakdown Structure / Task Assignments –  Calendaring the project / Critical Path §  Scheduling Meetings with SMEs to begin Process Review 33 | Copyright © ShellBlack.com
  34. 34. Agenda•  Single Org Benefits, Opportunity & Challenges•  Project Team•  Systems Review•  Process & Access Review•  Data Considerations•  Migration Strategy•  Migration Tools•  Next Steps•  Appendixes 34 | Copyright © ShellBlack.com
  35. 35. Appendix A – Configuration Areas thatcannot be Migrated 35 | Copyright © ShellBlack.com
  36. 36. Configuration areas that must bemanually recreatedAccount Contact Roles Contracts SettingsAccount Partner Roles Delegated Administration Dependent picklist rulesAccount Teams Email Bounce AdministrationActivity Button Override Email-to-CaseActivity Settings Fiscal YearApproval Process ForecastsAuto-number on Customizable Standard HTML Document and Attachment Settings Label RenamesFields Lead Assignment RulesBusiness Hours Lead ProcessesCall Center Case Contact Roles Lead SettingsCampaign Influence List Views on Standard ObjectsCase Assignment Rules Ideas Comment Validation Rule Ideas CommunitiesCase Team Roles Ideas SettingsCase Escalation RulesConsole Layouts 36 | Copyright © ShellBlack.com
  37. 37. Configuration areas that must bemanually recreated cont.Mail Merge Templates Predefined Case TeamsMobile Administration Product Schedule Setup Product SettingsMobile Users and Devices Public and Resource CalendarsOffline Briefcase Configurations Public GroupsOpportunity Big Deal Alert QueuesOpportunity Competitors Role HierarchiesOpportunity Contact Roles Salesforce to Salesforce Sales Team and Account Team RolesOpportunity Sales Processes Search Layouts on Standard ObjectsOpportunity Settings Search SettingsOpportunity Update Reminders Self-Service Public SolutionsOrganization Wide Defaults Self-Service Web-to-CasePartner Management Self-Service Portal Settings Self-Service Portal UsersPicklist Standard Fields—custom picklist Self-Service Portal Font and Colorsfields on standard objects work in the Sharing RulesMetadata API, but not standard picklists Solution Categories 37 | Copyright © ShellBlack.com
  38. 38. Configuration areas that must bemanually recreated cont.Solution SettingsSolution ProcessesSupport ProcessesSupport SettingsSupport Auto-Response RulesTab renamesTag SettingsTerritory Assignment RulesUser Interface SettingsWeb Links on Person Account page layoutsWeb-to-LeadWeb-to-Lead Auto-Response 38 | Copyright © ShellBlack.com
  39. 39. Appendix B – Data Loader Objects 39 | Copyright © ShellBlack.com
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  42. 42. Appendix C – Meta Data API Objects 42 | Copyright © ShellBlack.com
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  52. 52. ShellBlack.com, LLC•  ShellBlack.com, LLC is a Salesforce Cloud Alliance Partner located in Dallas Texas•  Our goal is to help companies maximize their CRM investment by providing elegant Salesforce solutions that facilitate how you market, sell and support your customers•  For Salesforce news, updates and information follow us on Twitter: @Shell_Black•  Learn more about us online at: www.ShellBlack.com 52 | Copyright © ShellBlack.com

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