Salesforce for B2C
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This is an new take on my previous talk on Person Account at London's Calling to fit the 20 min slot given at Salesforce World Tour London. Includes Annex with additional material
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Salesforce for B2C
- 1. Salesforce World Tour London Salesforce for B2C Fabrice Cathala CLOUT, Solution Architect fcathala@cloutpartners.com @fcathala
- 2. Fabrice Cathala CLOUT, Solution Architect @fcathala
- 3. Forward-Looking Statements 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.
- 4. Salesforce for B2C Agenda History Under The Hood Design Board Person Account @fcathala + Salesforce blog
- 5. History Salesforce for B2C Fabrice Cathala CLOUT, Solution Architect fcathala@cloutpartners.com @fcathala
- 6. History Salesforce started in 1999 as a CRM focused on B2B customers Supporting B2C customers meant redesigning the heart of the platform!
- 7. Challenge The new B2C data model must be backward compatible (Salesforce + AppExchange) Stick to multitenancy (1 version) Backward Compatibility Account Contact Opportunity Campaign Case Lead Account Contact
- 8. Solution 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 Person Account PA Contact Lead Campaign Opportunity Account Contact Account
- 9. Under The Hood Salesforce for B2C Fabrice Cathala CLOUT, Solution Architect fcathala@cloutpartners.com @fcathala
- 10. Activation Prepare your org • Create an Account Record Type for Business Accounts • Set the Contact OWD to "Controlled by Parent" • Give to all Profiles that have at least "Read" permission on Account same permission on Contact Log a case with Salesforce Tech Support (https://help.salesforce.com/mysuccesshub?id=solutionFinder) The standard data model around Account and Contact will be modified forever
- 11. Data Model 1 Account object + 1 Contact object = 1 extended Account object Switch done by Record Type
- 12. Setup When activated make sure you assign a PA Record Type to whichever Profile needs to use it Edit Profiles Accounts Settings
- 13. Design Board Salesforce for B2C Fabrice Cathala CLOUT, Solution Architect fcathala@cloutpartners.com @fcathala
- 14. Alternatives Contact without Account Only accessible by owner and View All users by default Reporting require a Custom Report Type (https://goo.gl/DtkkZD) Private Contacts Account Contact Opportunity Campaign Case Lead Suggested use case: Avoid!
- 15. Alternatives 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) The bucket model Account Contact Opportunity Campaign Case Lead Suggested use case: Service Cloud implementation without plan to use Sales Cloud
- 16. Alternatives Accounts are representing families made of 1 or several members Lead conversion can be confusing (Company name = ?) The household model Account Contact Opportunity Campaign Case Lead Suggested use case: Solution managing interactions with various member of a same family
- 17. Alternatives Lot of bespoke work to replace an out-of-the-box capability Limited integration with Sales or Service Cloud Custom object People Custom 2 Custom 1 Custom 4 Custom 3 Suggested use case: App Cloud solution with no plan to roll Sales/Service Cloud
- 18. Pros & Cons of Person Account 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
- 19. Pros & Cons of Person Account 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 Person Account 2 x 2 KB = 4 KB Limited AppExchange support • Some AppExchange don't work well with PA Cons (*) On the roadmap / #SafeHarbor
- 20. Person Account Salesforce for B2C Fabrice Cathala CLOUT, Solution Architect fcathala@cloutpartners.com @fcathala
- 21. Facts & Rumours You may find some negativity 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 Always check each post publication date Always test each use case in a Sandbox
- 22. Tips & Tricks You can now access the Person Account fields on Formulas and Cross-Object Formulas
- 23. Tips & Tricks Future proof design (as if you were planning on rolling-out Business Account) • Account custom fields on Account object • Contact custom fields on Contact object (even if now accessed via the Account page) If only using Person Account, simplify the UI and remove the Contact tab When creating a Person Account record from the API forget about the Contact record, just make sure you set the Record Type correctly
- 24. Tips & Tricks Mixing B2B and B2C requires caution 2 Account Types with different fields BUT 1 Business Logic = include tests on "IsPersonAccount" Business Account Person Account Workflow Rules, Flow, Process Builder
- 25. Tips & Tricks Use field "IsPersonAccount" in Views to show a PA icon
- 26. Roadmap Full Lightning Experience Support Duplicate Management Admin Enable/Disable PA Eliminate Double Storage Count Forward-Looking Statement
- 27. Influence The Roadmap 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 Enable "Person Account" for all editions: https://goo.gl/niYFYo IdeaExchange Vote for your favourite Idea in the Community (https://goo.gl/YhwjqE)
- 28. Join the Salesforce Community Connect with Salesforce professionals by joining a local User Group Developer User Group Admin User Group Search for “Salesforce Meetup”
- 29. Join the Salesforce Community Connect with Salesforce professionals by joining a local User Group Developer User Group Admin User Group Search for “Salesforce Meetup”
- 30. thank y u
- 31. Annex Salesforce for B2C Fabrice Cathala CLOUT, Solution Architect fcathala@cloutpartners.com @fcathala
- 32. Activation Before Activation 1 RT: • Business Account (created by the admin prior to get PA activated) Setup Menu After Activation 2 RTs: • Business Account • Person Account (created by Tech Support as part of PA activation)
- 33. Activation Before Activation ~37 standard Account fields Custom Account fields Account Object, 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
- 34. Activation Before Activation ~46 standard Contact fields Custom Contact fields Account Object, 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")
- 35. Activation Before Activation ~46 standard Contact fields Custom Contact fields Contact Object, Contact Fields After Activation All standard fields New standard field • IsPersonAccount All custom fields
- 36. Behaviour 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 left empty
- 37. Alternatives Heavy duty AppExchange modules targeting NPO 1-to1 and household models available Adapting the package for business use can be painful Trailhead: https://goo.gl/9evorP + https://goo.gl/gjU37S The Non Profit Starter Pack v3 Account Contact Opportunity Campaign Case Lead Suggested use case: Non profit organisations
- 38. Conversion Conversion between Business and Person Account is possible • Via Data Loader: https://goo.gl/RV8JtJ • Via Process Builder & Headless Flows: http://goo.gl/DZwGRI
- 39. Resources & References 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)
Editor's Notes
- Person Account is Salesforce out-of-the-box approach to B2C applications. This presentation goes through the usual misunderstandings and helps you getting started on the right foot with PA.
- Key Takeaway: We are a publicly traded company. Please make your buying decisions only on the products commercially available from Salesforce. Talk Track: Before I begin, just a quick note that when considering future developments, whether by us or with any other solution provider, you should always base your purchasing decisions on what is currently available.
- Most standard Account fields except: ParentId (not available on RT = PA) Most standard Contact fields except ReportsTo Phone Fax Description System fields All Contact custom fields API name suffix = "__pc" (instead of "__c)
- See an implementation of the household model “Non Profit Starter Pack” in Annex…