Mastering Salesforce Person Account

1. Mastering Person Account Fabrice Cathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala Salesforce Solution Design in a B2C World

2. Fabrice Cathala Capgemini UK Salesforce Lead Architect Twitter: @fcathala Blog: fcathala.com Newsletter: news.fcathala.com LinkedIn: linkedin.com/in/fcathala Introduction

3. As an out-of-the-box feature it is a critical design component Still there’s a trend to avoid PA... • Some think it’s over-engineered, too complex BUT there is a reason for that • In our growing ecosystem, some new comers just don’t get it BUT we can explain • Some old posts comment on the (old) “Cons” BUT PA has changed a lot in recent years... PA, the Sitting Duck... Why this Session?

4. Why this Session? Part I – Under The Hood Problem Solution Activation Setup Behaviour Transformation Part II – Design Time Alternatives Pros & Cons of PA Tips & Tricks Roadmap Part III – Annex Conversion IdeaExchange Resources & References Part IV – Q&A Agenda

5. Under The Hood Fabrice Cathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala

6. In 1999 Salesforce started as a CRM/SFA focused on B2B customers Opening the door to B2C customers meant redesigning a core part of the application A Little Bit of History Problem

7. The new B2C model must be backward compatible (Salesforce + AppExchange) Problem Account Contact Opportunity Campaign Case Lead Backward Compatibility

8. Winter '07 introduces "Person Account" • 1-to-Many relationship reduced to 1-to-1 relationship • Contact fields accessible at Account level • Switch via Record Types Solution PAAccount Contact Opportunity Account Contact Lead Campaign

9. 1 Account record and 1 Contact record are merged into an extended Account record Solution

10. Prepare your org • Create an Account Record Type for Business Accounts • Set the Contact OWD to "Controlled by Parent" • Give at least "Read" permission on Contact to all Profiles that have at least "Read" permission for Account Log a case with Salesforce Tech Support (https://help.salesforce.com/mysuccesshub?id=solutionFinder) Activation The standard data model around Account and Contact will be modified forever

11. Before Activation 1 RT: • Business Account After Activation 2 RTs: • Business Account • Person Account Activation Setup Menu

12. Before Activation ~37 standard Account fields Custom Account fields After Activation Most standard Account fields except: • ParentId (not available on RT = PA) New standard Account fields: • Record Type • IsPersonAccount • PersonContactId All custom Account fields Activation Account Object, Account Fields

13. Before Activation ~46 standard Contact fields Custom Contact fields After Activation Most standard Contact fields except • ReportsTo • Phone • Fax • Description • System fields All Contact custom fields • API name suffix = "__pc" (instead of "__c") Activation Account Object, Contact Fields

14. Before Activation ~46 standard Contact fields Custom Contact fields After Activation All standard fields New standard field • IsPersonAccount All custom fields Activation Contact Object, Contact Fields

15. When activated make sure you assign a PA Record Type to whichever Profile needs to use it Edit Profiles Accounts Settings Setup

16. Depending on your config, users will either: • Only create Business Accounts • Only create Person Accounts • Have the choice to create BA or PA record Creating a New Account Record Behaviour Profile > Record Type > Page Layout > Fields & Related Lists

17. Person Account always behave like an Account and sometimes behave like a Contact • Records appear in both Account and Contact List Views • Records do not show on Contact Recently Viewed List (it opens as an Account not a Contact) • Additional examples: https://goo.gl/1njvJs Leads convert to PA if Company field is empty Behaviour

18. Design Time Fabrice Cathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala

19. Contact without Account Only accessible by owner and View All users by default Reporting require a Custom Report Type (https://goo.gl/DtkkZD) Suggested use case: Avoid! Private Contacts Alternatives Account Contact Opportunity Campaign Case Lead

20. 1 Account record org wide (the bucket) and all Contacts stored as its children Allow B2B and B2C running in parallel Clear separation Companies (Accounts) vs, People (Contacts) Suggested use case: Service Cloud implementation without plan to use Sales Cloud The bucket model Alternatives Account Contact Opportunity Campaign Case Lead

21. Accounts are representing families made of 1 or several members Lead conversion can be an issue (Company name = ?) Suggested use case: Solution managing interactions with various member of a same family The household model Alternatives Account Contact Opportunity Campaign Case Lead

22. Heavy duty AppExchange modules targeting NPO 1-to1 and household models available Bending the package for traditional business use can be painful Trailhead: https://goo.gl/9evorP + https://goo.gl/gjU37S Suggested use case: Non profit organisations The Non Profit Starter Pack v3 Alternatives Account Contact Opportunity Campaign Case Lead

23. Lot of bespoke work to replace an out-of-the-box capability Limited integration with Sales or Service Cloud Although apparently used in the Financial Services and Health Clouds Suggested use case: App Cloud solution with no plan to roll Sales/Service Cloud Custom object Alternatives People Custom 2 Custom 1 Custom 4 Custom 3

24. Simple paradigm for the user "An Account is the entity we are doing business with, should it be individuals or companies" Allows B2B to run in parallel with B2C Out-of-the-box • Officially supported • Compatible with existing solutions • Benefits from future enhancement from Salesforce Pros (1/1) Pros & Cons of Person Account

25. PA support is often late on the Roadmap • Process Builder (Summer 15) • Platform Encryption (Winter 16) • Duplicate Management (Planned) • Lightning Experience (Work In Progress) Double Count (*) • Typical record size in Salesforce = 2 KB. Record size for Person Account 2 x 2 KB = 4 KB Cons (1/2) Pros & Cons of Person Account (*) On the roadmap / #SafeHarbor

26. No Undo (*) • Cannot be deactivated. Limited AppExchange support • Some AppExchange don't support PA Mixing B2B and B2C comes with compromises • 2 Account Types but 1 Security Model = Contacts stuck with Controlled by Parent even for Business Accounts • 2 Account Types but 1 Tab name = cannot call BA records "Customers" and PA records "Consumers" Cons (2/2) Pros & Cons of Person Account (*) On the roadmap / #SafeHarbor

27. Design as if you were planning to roll-out Business Account as well • Account custom fields on Account • Contact custom fields on Contact (even if now accessed via the Account page) If only using Person Account, simply the UI and remove the Contact tab When creating a PA record from the API forget about the Contact record, just set the RT correctly Tips & Tricks

28. Mixing B2B and B2C requires caution • 2 Account Types with different fields BUT 1 Business Logic = include tests on "IsPersonAccount" Tips & Tricks Business Account Person Account Workflow Rules, Flow, Process Builder

29. You can now access the Person Account fields on Formulas and Cross-Object Formulas Tips & Tricks

30. Use field "IsPersonAccount" in Views to show a PA icon Tips & Tricks

31. Full Lightning Experience Support Eliminate Double Storage Count Admin Enable/Disable PA Duplicate Management Roadmap #SafeHarbor

32. Insight for PA New Data Import Wizard PA as Shared Contacts Roadmap #SafeHarbor Keep an eye on "Shared Contacts" (Pilot)

33. Annex Fabrice Cathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala

34. 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

35. Adding a "Person Account" filter in the AppExchange: https://goo.gl/NLMyyE via Enable Duplicate Management on "Person Account": https://goo.gl/yqdUT2 via "Person Account" shouldn't require double storage: https://goo.gl/6cB0zd via Enable "Person Account" for all editions: https://goo.gl/niYFYo via IdeaExchange Vote for your favourite Community Idea (https://goo.gl/YhwjqE)

36. Salesforce PDF - Setting Up Person Accounts http://goo.gl/k18HiK + Extract on behaviour: https://goo.gl/w2fFZ6 Salesforce Community - Salesforce People Chatter Group https://goo.gl/2yckUN Salesforce Community - Person Account in Spring '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

37. Q & A Continue the conversation on Twitter: #iLikePA Fabrice Cathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala

38. Thank You Fabrice Cathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala Remember to tell us what you think in the event survey www.LondonsCalling.net/survey/