Salesforce.com Org Migration Overview

Salesforce.com Org Migration Overview
Salesforce Org Migrations July2012 Copyright © ShellBlack.com
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
High-Level Process | Copyright © ShellBlack.com
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
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
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
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
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
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
Reconstruct vs. Migrate the Configuration •  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
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
Appendix A – Configuration Areas that cannot be Migrated 35 | Copyright © ShellBlack.com
Configuration areas that must be manually recreated Account Contact Roles Contracts Settings Account Partner Roles Delegated Administration Dependent picklist rules Account Teams Email Bounce Administration Activity Button Override Email-to-Case Activity Settings Fiscal Year Approval Process Forecasts Auto-number on Customizable Standard HTML Document and Attachment Settings Label Renames Fields Lead Assignment Rules Business Hours Lead Processes Call Center Case Contact Roles Lead Settings Campaign Influence List Views on Standard Objects Case Assignment Rules Ideas Comment Validation Rule Ideas Communities Case Team Roles Ideas Settings Case Escalation Rules Console Layouts 36 | Copyright © ShellBlack.com
Configuration areas that must be manually recreated cont. Mail Merge Templates Predefined Case Teams Mobile Administration Product Schedule Setup Product Settings Mobile Users and Devices Public and Resource Calendars Offline Briefcase Configurations Public Groups Opportunity Big Deal Alert Queues Opportunity Competitors Role Hierarchies Opportunity Contact Roles Salesforce to Salesforce Sales Team and Account Team Roles Opportunity Sales Processes Search Layouts on Standard Objects Opportunity Settings Search Settings Opportunity Update Reminders Self-Service Public Solutions Organization Wide Defaults Self-Service Web-to-Case Partner Management Self-Service Portal Settings Self-Service Portal Users Picklist Standard Fields—custom picklist Self-Service Portal Font and Colors fields on standard objects work in the Sharing Rules Metadata API, but not standard picklists Solution Categories 37 | Copyright © ShellBlack.com
Configuration areas that must be manually recreated cont. Solution Settings Solution Processes Support Processes Support Settings Support Auto-Response Rules Tab renames Tag Settings Territory Assignment Rules User Interface Settings Web Links on Person Account page layouts Web-to-Lead Web-to-Lead Auto-Response 38 | Copyright © ShellBlack.com
Appendix B – Data Loader Objects 39 | Copyright © ShellBlack.com
40 | Copyright © ShellBlack.com
Appendix C – Meta Data API Objects 42 | Copyright © ShellBlack.com
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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