Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Agenda
•6:15 pm - Doors Open
•6:30 pm - Drinks & Pizza
•7:00 pm - Presentation
•7:45 pm - Chatting time
•8:45 pm - Doors C...
Thames Valley Developer User Group
Community: bit.ly/sfdc-tv-group Twitter account: @tvsfdevs
Implementing Salesforce for B2C
Salesforce Thames Valley DUG
September the 14th, 2016
Fabrice Cathala
CLOUT, Salesforce Architect
fcathala@cloutpartners.com
@fcathala
Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statem...
Part I
 Don’t Base Your Designs On Rumours
Part II
 The Winter ’07 Christmas Gift
 Understand How It Works
 Make The R...
Don’t Base Your Designs On Rumours
• Several Global Service Cloud roll-out for B2C
• Teams pushing back against PA
• Customers aware of “rumours”
• Never got...
• You will find criticism on the web about Person Account
• Most of these posts are aged and do not apply anymore
Salesfor...
Winter ‘07 Christmas Gift
• Salesforce started in 1999 as a B2B CRM
Transitioning to B2C meant redesigning the heart of the platform
History
• The new B2C data model must be backward compatible
(Salesforce + AppExchange)
• Stay multitenant
(1 version)
Challenge
A...
• Winter '07 introduces "Person Account"
• 1-to-Many relationship constrained into a 1-to-1 relationship
• Contact fields ...
Understand How It Works
• Prepare your org
• Create an Account Record Type for Business Accounts
• Set the Contact OWD to "Controlled by Parent"
•...
1 Account object
+
1 Contact object
+
3 system fields
=
1 extended Account object
Switch done by Record Type
Data Model
• New standard Account fields:
• Record Type
• IsPersonAccount
• PersonContactId
• 2 Records Type (at least):
• Business A...
• All Contact’s standard fields are carried over except:
• ReportsTo
• Phone
• Fax
• Description
• System and audit fields...
• New standard field
• IsPersonAccount
After Activation On Contact
• Assign a PA Record Type to whichever Profile needs to use it
Setup
Make The Right Design Choice
• Out-of-the-box
• Officially supported by Salesforce
• Compatible with standard Salesforce features
• Compatible with fut...
• PA support is often late on the Roadmap
• Duplicate Management (*)
• Lightning (Work In Progress)
• Storage Cost (*)
• T...
• Contact without Account
• Only accessible by owner and View All users
• Reporting require a Custom Report Type
(https://...
• 1 Account record (the bucket), all Contacts child to this Account
• Allow B2B and B2C to run in parallel
• Clear separat...
• Accounts are representing families made of 1 or several members
• Account Name generates confusion
• During Lead convers...
 Heavy duty AppExchange modules targeting NPO
 1-to1 and household models available
 Adapting the package for business ...
• Lot of bespoke work to replace an out-of-the-box capability
• Limited integration with Sales or Service Cloud
Alternativ...
Implementing Person Account
• Person Account always behave like an Account and sometimes
behave like a Contact
• Records appear in both Account and Co...
• Always keep a clean data model
• Account custom fields created on Account object
• Contact custom fields still created o...
• Remove the Contact tab for Person Account only profiles
• Person Account fields are available on Cross-Object Formulas
•...
The Roadmap
 Full Lightning Experience Support
 Eliminate Double Storage Count
 Duplicate Management
 Admin Enable/Disable PA
Road...
• Adding a "Person Account" filter in the AppExchange:
https://goo.gl/NLMyyE
• Enable Duplicate Management on "Person Acco...
Questions?
Thank You!
Annex
• Salesforce PDF - Setting Up Person Accounts
http://goo.gl/k18HiK + Extract on behaviours: https://goo.gl/w2fFZ6
• Salesf...
• Conversion between Business and Person Account is possible
• Via Data Loader: https://goo.gl/RV8JtJ
• Via Process Builde...
Implementing salesforce for B2C - Salesforce #DUG
Implementing salesforce for B2C - Salesforce #DUG
Upcoming SlideShare
Loading in …5
×

Implementing salesforce for B2C - Salesforce #DUG

986 views

Published on

This is my third and certainly last talk on Salesforce Person Account that I presented at the Thames Valley Salesforce Developer User Group (UK).
This time I split the presentation in two parts:
1. Using blog posts as a source of truth vs. Salesforce's speed to innovate
2. Understanding Salesforce Person Account

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Implementing salesforce for B2C - Salesforce #DUG

  1. 1. Agenda •6:15 pm - Doors Open •6:30 pm - Drinks & Pizza •7:00 pm - Presentation •7:45 pm - Chatting time •8:45 pm - Doors Closing
  2. 2. Thames Valley Developer User Group Community: bit.ly/sfdc-tv-group Twitter account: @tvsfdevs
  3. 3. Implementing Salesforce for B2C Salesforce Thames Valley DUG September the 14th, 2016
  4. 4. Fabrice Cathala CLOUT, Salesforce Architect fcathala@cloutpartners.com @fcathala
  5. 5. Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. 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 product or service availability, 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 developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, 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 the 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. Forward-Looking Statements
  6. 6. Part I  Don’t Base Your Designs On Rumours Part II  The Winter ’07 Christmas Gift  Understand How It Works  Make The Right Design Choice  Implementing Person Account  The Roadmap  Q&A Presentation & Links will be uploaded Implementing Salesforce for B2C
  7. 7. Don’t Base Your Designs On Rumours
  8. 8. • Several Global Service Cloud roll-out for B2C • Teams pushing back against PA • Customers aware of “rumours” • Never got any clear explanation… • CRM Customer Model • Core part of any solution • Difficult to “fix later” • Preference for not re-writing Salesforce The Problem
  9. 9. • You will find criticism on the web about Person Account • Most of these posts are aged and do not apply anymore Salesforce changes 3 times a year, Yesterday news are not necessarily true today… When doing your research during solution design: • Favour salesforce.com content • Check posts publication date • Test your use cases in a Sandbox or DE Org Don’t Base Your Designs On Rumours
  10. 10. Winter ‘07 Christmas Gift
  11. 11. • Salesforce started in 1999 as a B2B CRM Transitioning to B2C meant redesigning the heart of the platform History
  12. 12. • The new B2C data model must be backward compatible (Salesforce + AppExchange) • Stay multitenant (1 version) Challenge Account Contact Opportunity Campaign Case Lead Account Contact
  13. 13. • Winter '07 introduces "Person Account" • 1-to-Many relationship constrained into a 1-to-1 relationship • Contact fields replicated at Account level • Switch via Record Types Solution PA Contact Lead Campaign Opportunity Account Contact Account
  14. 14. Understand How It Works
  15. 15. • Prepare your org • Create an Account Record Type for Business Accounts • Set the Contact OWD to "Controlled by Parent" • Give same access Account/Contact to all Profiles that have at least "Read" on Account • Open a Case with Salesforce Tech Support (https://goo.gl/rkuBen) Activation The standard data model around Account and Contact will be modified forever
  16. 16. 1 Account object + 1 Contact object + 3 system fields = 1 extended Account object Switch done by Record Type Data Model
  17. 17. • New standard Account fields: • Record Type • IsPersonAccount • PersonContactId • 2 Records Type (at least): • Business Account (created during preparation) • Person Account (created during activation) • Not available on PA Record Type: • Account.ParentId After Activation On Account
  18. 18. • All Contact’s standard fields are carried over except: • ReportsTo • Phone • Fax • Description • System and audit fields • All Contact’s custom fields are carried over except: • API name suffix = "__pc“ (instead of "__pc“) After Activation On Account
  19. 19. • New standard field • IsPersonAccount After Activation On Contact
  20. 20. • Assign a PA Record Type to whichever Profile needs to use it Setup
  21. 21. Make The Right Design Choice
  22. 22. • Out-of-the-box • Officially supported by Salesforce • Compatible with standard Salesforce features • Compatible with future enhancements from Salesforce • Allows B2B to run in parallel with B2C • Simple paradigm for the user: An Account is the entity we are doing business with, should it be individuals or companies Pros & Cons of Person Account
  23. 23. • PA support is often late on the Roadmap • Duplicate Management (*) • Lightning (Work In Progress) • Storage Cost (*) • Typical record size in Salesforce = 2 KB. Record size for PA = 4 KB • Limited AppExchange support • Some AppExchange don't work well with PA Pros & Cons of Person Account (*) On the roadmap / #SafeHarbor
  24. 24. • Contact without Account • Only accessible by owner and View All users • Reporting require a Custom Report Type (https://goo.gl/DtkkZD) Alternatives: Private Contact Account Contact Opportunity Campaign Case Lead Suggested use case: Avoid!
  25. 25. • 1 Account record (the bucket), all Contacts child to this Account • Allow B2B and B2C to run in parallel • Clear separation Companies vs. People • Data Skew: No more than 10K child records (https://goo.gl/hLPFoN) Alternatives: The Bucket Model Account Contact Opportunity Campaign Case Lead Suggested use case: Service Cloud with no plan for Sales Cloud
  26. 26. • Accounts are representing families made of 1 or several members • Account Name generates confusion • During Lead conversion • During searches • On reports Alternatives: The Household Model Account Contact Opportunity Campaign Case Lead Suggested use case: Custom app for small businesses targeting families
  27. 27.  Heavy duty AppExchange modules targeting NPO  1-to1 and household models available  Adapting the package for business use is painful  Trailhead: https://goo.gl/oP3l4K Alternatives: The Non-Profit Starter Pack(v3) Account Contact Opportunity Campaign Case Lead Suggested use case: Non-profit organisations
  28. 28. • Lot of bespoke work to replace an out-of-the-box capability • Limited integration with Sales or Service Cloud Alternatives: Custom Object People Custom 2 Custom 1 Custom 4 Custom 3 Suggested use case: Custom app with no plan for Sales nor Service Cloud
  29. 29. Implementing Person Account
  30. 30. • Person Account always behave like an Account and sometimes behave like a Contact • Records appear in both Account and Contact List Views … but… • Records do not show on Contact Recently Viewed List • Additional examples: https://goo.gl/1njvJs • Leads convert to PA if Company field is left empty • When inserting from the API just set the right Record Type • Forget about the Contact record • Forget about the system fields Behaviour
  31. 31. • Always keep a clean data model • Account custom fields created on Account object • Contact custom fields still created on Contact object • Mixing B2B and B2C requires caution • 1 object BUT 2 different set of fields • Include tests on “IsPersonAccount” in your business logic Mixed Business Model Business Account Person Account Workflow Rules, Flow, Process Builder
  32. 32. • Remove the Contact tab for Person Account only profiles • Person Account fields are available on Cross-Object Formulas • Use field "IsPersonAccount" in Views to show a Person Account icon Tips & Tricks
  33. 33. The Roadmap
  34. 34.  Full Lightning Experience Support  Eliminate Double Storage Count  Duplicate Management  Admin Enable/Disable PA Roadmap Highlight Forward-Looking Statement
  35. 35. • Adding a "Person Account" filter in the AppExchange: https://goo.gl/NLMyyE • Enable Duplicate Management on "Person Account": https://goo.gl/yqdUT2 • "Person Account" shouldn't require double storage: https://goo.gl/6cB0zd • "Person Account" for all editions: https://goo.gl/niYFYo Influence The Roadmap With IdeaExchange Vote for your favourite Idea (https://goo.gl/YhwjqE)
  36. 36. Questions?
  37. 37. Thank You!
  38. 38. Annex
  39. 39. • Salesforce PDF - Setting Up Person Accounts http://goo.gl/k18HiK + Extract on behaviours: https://goo.gl/w2fFZ6 • Salesforce Community - Salesforce People Chatter Group https://goo.gl/2yckUN • Salesforce Community - Person Account in Summer '16 • https://goo.gl/Te3IU1 • Salesforce.org – NPSP & Account Models • https://goo.gl/P3b7CO • Jeff Douglas - Working with Person Accounts in Salesforce.com http://goo.gl/jY18m (June 2010) Resources & References
  40. 40. • Conversion between Business and Person Account is possible • Via Data Loader: https://goo.gl/RV8JtJ • Via Process Builder & Headless Flows: http://goo.gl/DZwGRI Conversion

×