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Dreamforce14 Multi Org Collaboration Architecture

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Dreamforce14 session for Architects on Multi Org and Multi-Community Collaboration

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  • 2. The limits for file sharing on Passport Native (Maximum size of callout request) were increased in Spring 15 from 3Mb to 6Mb (synch) and 12Mb (asynchronous). As a result Passport Native now supports up to 11.5Mb files.
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Dreamforce14 Multi Org Collaboration Architecture

  1. 1. Multi-Org Collaboration Architecture Richard Clark Chief Technology Officer @RichClark808 Success Community: Richard Clark (makepositive)
  2. 2. Abstract • As the Salesforce customer base continues to grow year-on-year the need and opportunity to collaborate across both internal and external Salesforce organisation to maintain a single customer view are increasing. How can you avoid having multiple logins across orgs, use a single Chatter feed, manage your master data across orgs and minimise the impact of changes on your users ? • In this session I will provide an overview of the classic use cases of multi-org and multi-community orgs, the different architectural solutions that are available, and provide best practice experience of when to use each. • This session is aimed at Architects, Consultants and Business Users looking for solutions for multi-org or multi-community deployments 2
  3. 3. Richard Clark CTO of makepositive
  4. 4. Contents 1. What is an Org ? 2. Reasons for Multi-Org and Multi-Communities 3. Single and Multi-Org Architectures with Communities 4. Solving the Challenges 4
  5. 5. What is an Org ? “An org in the salesforce.com vernacular is a logical instance of data and metadata for a set of users” - Roberto Desisto (Gartner VP & Analyst) • Confusingly we also have isolation of Chatter data by Communities • So when it comes to collaboration across Communities, even a single Org can be an issue 5
  6. 6. Reasons for Multi-Org • Organic Growth – Independent departments or divisions – Separate Sales and Contact Centre implementations • Mergers & Acquisitions – No budget, no appetite to change, no single owner • Corporate Strategy – Autonomous business units – Regulatory Compliance - Chinese Walls • Separate Legal Entities – Collaborate with Partners/Suppliers/Customers using Salesforce 6
  7. 7. Reasons for Multi-Community • One community = Multi-Community – Internal Org Chatter vs Community Chatter • Customer, Partner and Company Communities – Different groups of Customers require different Communities, different content • Customer Segmentation – Gold, Platinum and Diamond Customer portals – Different brands But! • Some Chatter posts you want your community users to see and collaborate on too • Many companies want all employee interaction in 1 stream, not multiple 7
  8. 8. Multi Community/Org Architectures
  9. 9. 1. Single Org – Multiple Communities • Shared data across communities • Single view of the customer • Diverse Chatter Conversations • Employees collaborate in multiple Chatter Feeds Salesforce Org 9 Internal Org Chatter Customer Community A Partner Community X Data
  10. 10. 2. Multi-Org -> Single Org Consolidation • Strategy to lose orgs • Careful planning required • Good tooling for data de-dupe & automated testing essential • Use Hierarchical Custom Settings for individual Workflow, Validation and Trigger business rules • Still have the Chatter Collaboration problem • Chatter data migration non-trivial – e.g. Created Date for mention posts not override-able even with the Feature Activation Salesforce Org 1 Salesforce Org 2 10 Internal Org Chatter Customer Community A Partner Community X Data Internal Org Chatter Partner Community B Data
  11. 11. 3. Multi-Org – Master Org • Unidirectional feed of data to parent org for reporting • Bi-directional feed of data for Master Data Management (MDM) • Can use Salesforce2Salesforce (S2S) or Partner ETL Tools • Cross Org Data Sharing - Pilot (COD) • Can include Chatter posts in ETL • Conflict Management Policy • Complex Field Mappings – E.g. Canonical Addresses Salesforce Org 2 11 Salesforce Master Org Data Internal Org Chatter Salesforce Org 1 Internal Org Chatter Customer Community A Partner Community X Data Internal Org Chatter Customer Community B Data
  12. 12. 4. Multi-Org – Cross Community Collaboration • Different legal entities • Why do I have to log into your Community when I have my own Org ? • Collaborate across orgs and with my partner’s customer • MDM should still be implemented for enterprise deployments Company ABC Salesforce Org 1 Org62 Success Community • Could have a private group and restrict access • Still separate Chatter Streams though 12 Internal Org Chatter Customer Community A Partner Community X Data Internal Org Chatter Company XYZ Salesforce Org Customer Community B Data
  13. 13. Architecture When ? Challenges 1. Single Org Centralised IT function Consistent processes across business units Clear record ownership Working within data and org limits Field Limits Data Limits, LDV, Data Skew Org Limits Complex Sharing 2. Multi to Single Org Strategy As above plus.. Strategy for Single Org desired Drive for consistency As Single Org plus Conflicting requirements Profile proliferation 3. Master Org Autonomous divisions/business units Centralised Exec reporting required Data mapping across Orgs Record Ownership / Dupes 4. Multi Org Autonomous divisions/business units Autonomous IT teams and/or SF partners Conflicting feature requirements Collaboration with Customer or Partner SFDC Orgs Master Data Management Corporate Reporting Data Silos Which Architecture is right for you ? In brief…
  14. 14. All these solutions have 3 common weakness 1. Disparate Chatter Conversations – Either across Communities and/or across Orgs – Multiple Chatter Feeds for internal users 2. Master Data Management (MDM) – Either across Orgs or across systems in the Enterprise 3. Deployment Nightmare! – Are you sure your portal is working ? – Are orgs still in synch ? – Does S2S still work after rolling out changes in one org ? How can you solve or alleviate these issues ? 14
  15. 15. #1 Disparate Chatter Feeds
  16. 16. Multi-Community Chatter Collaboration At makepositive we developed the following Passport applications to address these needs • Passport Hub – Salesforce1 Platform (Heroku) Hub • Passport Native – 100% Force.com • Passport for Communities (P4C) – 100% Force.com 16
  17. 17. Passport Hub Org A Passport App manages Profile Connections Sharing rules Other customers’ Passport Hubs Your Passport Hub automatically manages Synchronisation Identity Connections Encryption Org B Org Z
  18. 18. Passport Native Org A Each Org exchanges messages with it’s ‘children’ Org B Org X Batch job to trigger exchange of updates to the next Org Org C Org Y … Org Z
  19. 19. Passport for Communities (P4C) • Links a community to the internal Chatter • Provides a user a single Chatter feed • Managed package installed to the Org • Can be combined with Passport Hub or Native • Single or Multi-Org • Can link multiple communities
  20. 20. How does Passport work ? • Uses all standard objects – So compatible with Salesforce1, Chatter Desktop and all other Chatter apps • Creates Ghost users in each reciprocal Org – (Communities does this OOTB for internal users) • Users only need know 1 login – If they use multiple already these can be connected instead of using Ghost Users • Salesforce1 Platform API used for majority of posts – @Mentions, Private Messages and Files must be posted by the Ghost user login • Synchronizes selected Groups in each reciprocal Org • Maintains a mapping between record ids across Orgs • Only propagates the Chatter, use S2S or 3rd party ETL tool for federating other object data 20
  21. 21. Bringing it all together… • Passport apps can be combined to share Chatter posts across Orgs and Communities. Org A Partner Org B Alternatively… • Use a single Org • Use an ETL tool, or write your own Passport 21 Internal Org Chatter Partner Community Internal Org Chatter Passport P4C Hub
  22. 22. Multi-Org/Multi-Community Collaboration Solutions Solution Option Pros Cons 22 Single Org Migration Single admin Consistent Processes Org Wide Analytics Reduced Integration Complex rules Single set of Settings Single set of Limits Increased Regression test effort No Cross Community Chatter Feed ETL Chatter Integration Free ETL tools No Passport license costs! Re-usable across multiple orgs No @mention support API Limits for Cross Community Posts SF Release Tracking Increases in complexity for each Org Initial implementation time Challenging to implement across legal entities Passport + Passport for Communities 1 day to implement Suitable across legal entities Includes additional Chatter Free licenses Centralized configuration and issue management App Support and Release Tracking Auto Synch to new Orgs SF paid licenses for object chatter Still requires S2S or ETL for Objects Small Passport license cost per user pcm
  23. 23. Lessons Learned • salesforce.com have been very prolific! – User synch, Group synch, Feed Items, Comments, Polls, Likes, Attachments – Subscriptions, Object Chatter, Group Membership, Member Requests, Mentions, Comment Attachments, Comment Mentions – Since DF13: Topics, Private Groups, Group Archiving, Announcements, Questions, Thanks • Parent-Child Dependencies – Need to manage the object dependencies across Chatter and Standard objects • Org Limits – Optimise your Batch jobs and implement design patterns for re-queuing jobs • Licensing – Chatter Free licenses can be used for Ghost Users, unless you want Object Collaboration too then you need the right license for the type of object 23
  24. 24. Lessons Learned • Governor Limits – Web service callout limit affects Passport Native restricting attachments to 2.5Mb • Workarounds to post notifications rather than Files across orgs • Chatter Files may solve over time or host Files outside of SF and use links – Heap size limit is 6Mb • Quirky Chatter Notifications – Emails for Chatter Feed not sent when posted by a ghost user. Workaround with our own workflows, try to use digests instead of instant notifications. • External Collaboration – Can extend solution to Jive and Yammer – Requires feature mapping and accept limitations of APIs 24
  25. 25. #2 Master Data Management (MDM)
  26. 26. Master Data Management • See the ETL and MDM specific vendors in the Dreamforce Expo! • Consider Salesforce2Salesforce (S2S) and Cross Org Data Sharing (Pilot) • Consider Salesforce and non-Salesforce systems (e.g. ERP, ePOS) • Focus on what is essential to manage • Clear system of record • Harmonize unique record identifiers • Enforce field and record security in each org to avoid update conflicts
  27. 27. #3 Deployment Management
  28. 28. Deployment Management Either: 1. Master Config Repository + Force.com Migration Toolkit (or 3rd party tool) – Complex to manage but worth the effort when done well – Challenge to keep 100% accurate – Inflexible to local variations, conflicts in API names – Superset: Quickly hit Org Limits for Tabs, Fields, External Ids, Master-Detail, Rich Text Areas – Deployment hell even with Continuous Integration – Suitable for Single Org 28 + + =
  29. 29. Deployment Management Or: 2. Managed Packages – Core managed package for central functions and data model – Extension managed packages for specific modules – Approved list of AppExchange Apps - Private AppExchange – Keep the core light, allow each Org to add additional customizations within agreed limits – Strongly recommend for more than 3 Orgs 29
  30. 30. Deployment Management (cont’d) Whichever way you choose, and even if you’re single Org you still need the following: – Change Management Process – Governance Team to review and accept new ideas into the Core and permitted Apps list – Configuration Management (e.g. Git) – Multiple sandboxes for testing, UAT and validation of deployment – Established Deployment Process and Tools – Automated Test Tools, such as 30
  31. 31. Provar – Test Automation for Salesforce • Internal, Portal & Communities • Standard, Visualforce and mobile web/hybrid pages • E2E API testing • Data management • External test validation against RDBMS, web services and MQ • Continuous Integration of regression tests
  32. 32. Next Steps! • Passport – Go to the AppExchange http://sforce.co/1gZmVjC • Master Data Management (MDM) – Visit Informatica and ask about Cloud MDM • Extract Transform & Load (ETL) – Mulesoft, Informatica, Jitterbit, Dell Boomi, Talend and many more... • Provar – Visit stand N2345 in Cloud Expo North – Or visit http://provartesting.com Catch me tomorrow at 3pm for “Setting up the Salesforce Console in 10 Steps or Less” !
  33. 33. Q&A

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