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Best Practices Leveraging Salesforce1


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The Salesforce1 Platform offers a rich set of features for engaging higher education audiences including Communities, Chatter, Salesforce1 Platform, custom mobile apps, social listening, etc. In this interactive roundtable discussion, we will talk about the technical benefits and challenges of deploying the Platform in a Higher Ed context, then open up the session for audience contribution/participation. The goal is to share experiences so as to accelerate the deployment of Salesforce1 Platform in higher ed environments, and learn from the innovations introduced by peers.

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Best Practices Leveraging Salesforce1

  1. 1. Best Practices Leveraging Salesforce1
  2. 2. Steve Faris Chief Platform Officer - Bluewolf @SteveFaris Shane Sugino Director, Higher Education - Bluewolf @ShaneSugino
  3. 3. A Sample of Current Customers: Higher Education
  4. 4. Best Practices Leveraging Salesforce1 • Platform • Architecture • Governance • Application Roadmap • Advanced Platform features for driving Student Engagement
  5. 5. Quick Poll • Who’s a “newbie” to • Who’s deployed a Sales, Service, or Marketing Cloud? • Who’s deployed a Salesforce Community? • Who’s deployed a Salesforce mobile app using the Mobile SDK? Salesforce Touch? Salesforce1 Mobile? • Who has done an Org Merge? An Org Split? • Who has over 1000 users running Salesforce at your institution today?
  6. 6. Platform Considerations
  7. 7. Service Custom App Sales App Exchange Marketing AppExchange Apps ERP Any System Finance Systems of RecordSocial Integration Chatter Identity Technology Platform: Salesforce1 Heroku APIs,WebServices,Loader,OtherTools Multi-Tenant Cloud Infrastructure Mobile Services Communities
  8. 8. Salesforce1: Have we got the right platform? • Multi-tenant • Cloud-based • Saas AND PaaS • 3 non-disruptive Releases/yr bringing additional Value • Rich Applications AND a completely open platform • Internal AND External audiences • Employee AND Customer (Student) Communities • Social Integration • Data Cleansing & Enrichment
  9. 9. Architecture Considerations
  10. 10. Architecture • “Accidental” vs. “Intentional” architecture • Single-Org vs. Multiple Orgs • “Build” vs. “Buy” vs. “Buy AND Build” • Data Model usage (Standard vs. non-Standard) • AppExchange Apps: Events, Email, Calendar, Survey, Volunteer Management, Payments, etc. • Common standards: MDM, Integration Technologies, Identity & Access Management, etc.
  11. 11. The Kellogg School of Management: " Natural state of affairs: •  Information/data not naturally shared across departments •  Activities are often duplicated •  Manual processes: Highly inefficient use of scarce resources •  Not an ideal way to run a professional relationship- driven organization " The alumni experience: •  Duplicate outreach •  Lost alums / Ignorant of changes in careers •  Inundating “go to” alums for events •  Reliance on “memory” or “who you know” for participation •  Ignorant of alumni campus activities Advance -ment Corp Partner- ships NU Farley Center HEMA PhD Heizer Center for PEVCReal Estate Career Management Center Zell Center / Asset Mgmt Levy Institute Social Enterprise
  12. 12. Heizer Center for PEVC Real Estate Career Management Center Zell Center / Asset Mgmt Levy Institute Social Enterprise Phase 1 Phase 2 Phase 3 Advance -ment Corp Partner- ships FTMBA Students NU Athletics School of Cont Ed PhD HEMA Alumni Mgmt M.S. Comm NU Farley Exec Ed Phase 4+ The Kellogg Architecture
  13. 13. Gartner Pace Layered Architecture Systems of Innovation Systems of Differentiation Systems of Record Pace-Layered Application Strategy Control Agility Investment Source: Gartner, 2012 “I know what I want and it doesn’t have to be unique” “I know what I want but it has to be different from my competitors” “I don’t know exactly what I want. I need to experiment”Differentiation through rate and range of change …
  14. 14. Salesforce Org Strategy: Catalog of Single & Multi-Org Approaches • Independent Orgs (with Point-to-Point Integrations) • Global Reporting Org • Hub & Spoke Orgs • Bus Configuration • Hierarchical Orgs • Federated Orgs • Single (Consolidated) Org Tightly Coupled Loosely Coupled
  15. 15. • Current State SFDC Footprint • Security Model & Sharing • 360 Degree View • Data Model • Degree of Customization • Enterprise Fit • Global Reporting • Administration • Standardization • License Efficiency • Collaboration • Integration Complexity • Application Isolation • Development Flexibility • Testing Flexibility • Upgrade Flexibility • Future Flexibility • Identity Management/SSO • Governance • Platform (Governor) Limits Single vs. Multi-Org Architectural Considerations
  16. 16. ! Affiliation Model Managing Extended Contact Attributes and Relationships
  17. 17. Governance Considerations
  18. 18. Why Governance? Managing the influx of change Without Governance management of Salesforce can quickly become chaotic
  19. 19. Why Governance? Salesforce Innovation Cadence • Rapid, Predictable Release Schedule – Major Releases: Major new features, Integrations, heavy Training – Minor Releases: Regular enhancements, Smaller Features – Maintenance Releases: Weekly “sweep” of small changes Q1 Q2 Q4Q3
  20. 20. Why Governance? Continuous Innovation Strategy • Establish Policies, Processes, & Tools that sustain innovation • Goal: Continuous Enhancement with rapid (monthly, bi-weekly) releases … … while feeding a larger roadmap and capability according to an agreed-up roadmap Release 1.0 Release 2.0 Release 3.0 Release N Admin/ BA Enh. Team Quality Team Release Mgr. Super User Deploy Ticket entry …
  21. 21. Other Governance Considerations • Central vs. Distributed Governance Model • Demand Sources / Intake • Prioritization Process • Agile Development Methodology • Quality Assurance/Continuous Integration • Release Management • Production Operations / Support • Standard Policies, Processes, and Tools
  22. 22. Bluewolf ALM (Application Lifecycle Management) •  Manage the lifecycle of application changes from Capture to Delivery •  Streamline/Automate Agile Development Processes •  Automate QA •  Automate Release Management •  Create “living” documentation •  Ensure (and demonstrate) Compliance Requirements Capture Knowledge Base Requirements Management Release Planning Release Management Continuous Integration Quality Assurance Dynamic Documentation Compliance
  23. 23. 25 Commercial Confidence25 Commercial Confidence Roadmap for Cloud Transformation One Platform One Architecture One Global Schema Agile Governance Foundation Build Structure & Strategy Adapt & Innovate Phase 1 •  Reference Architecture •  Platform Standards •  Cloud Infrastructure •  Open Integration •  Enterprise Data Considerations Optimize Phase 2 •  Social Platforms •  Mobile/Multi-Device •  Enterprise Analytics •  Cloud Governance Phase 3 •  Operational Excellence •  Portfolio Rationalization Implement & Iterate
  24. 24. Application Roadmap
  25. 25. • Student Lifecycle –  Prospect –  Applicant –  Admittee –  Enrolled –  Student Experience / Retention –  Graduate –  Certified Practitioner –  Employee –  Alumni –  Repeat the cycle … • Other Engagement / Relationship Management Processes –  Alumni Relationship Management –  Donor Relationship Management –  Partners / Parents / Sponsors –  Speaker Relationship Management –  Corporate Relationship Management –  Community Relations Management –  Business/Industry Alliance Management –  Commercialization Management –  Employee (Faculty, Staff) Management Key Higher Ed Lifecycle Processes
  26. 26. Bluewolf Higher Ed Solution Roadmap Attract: Recruit & Capture Engage: Student Life Sustain: Professional Life Empower: Professional Development Expand: Commercialization & CRM •  Marketing Automation (potential students) •  Recruitment •  Application Processing •  Admissions •  Registrar •  Student Services / Engagement •  Student Personas •  Campus Communities - Students - Faculty - Staff •  Student Life - Clubs - Speaker Sourcing - Academic Advising •  Other Department- specific Req’ts •  Retention & Analytics •  Career Services - Counseling - Internships - Placement - Marketing Automation (employers) •  Alumni - Contact Mgm't - Alumni Relations - Community - Marketing Automation - Advancement (fund-raising) •  Executive Education (degree) •  Professional Development Programs (certificate) •  Open Enrollment Programs •  Marketing •  Research & Development •  Publishing •  IP Commer- cialization •  Corporate Relations •  Government Relations •  Community Relations Student Lifecycle Management Extended Lifecycle Management
  27. 27. Creating the “Seamless” Student Experience … Marketing/ Admissions Admissions Enrollment &Fees FinancialAid Finance/Billing Course Management Retention/ StudentExperience Career Placement Advancement Student Lifecycle Management Service Custom App Sales App Exchange Marketing Integration Chatter Heroku Multi-Tenant Cloud Infrastructure Mobile Services Communities
  28. 28. Advanced Platform Features for Student Engagement
  29. 29. Community 1: Self-Service Community Community 2: Partner Community Community 3: Company Community Community n: Any Community Business Data Cases Community 1: Student Community Community 2: Alumni Community Community 3: Faculty/Staff Community Community n: Any Community Communities: Reach all key Higher Ed Audiences
  30. 30. Mobile: Reach all key Higher Ed Audiences
  31. 31. Mobile: Reach all key Higher Ed Audiences And more … + Salesforce Mobile SDK 2.1 Salesforce Mobile Packs
  32. 32. Bluewolf Nomad •  Native iOS solution •  2 Tier menu structure •  Offline Support •  Supports a range of standard and custom SF modules •  Hybrid Support •  Enterprise Deployment •  Modular, ease of reuse
  33. 33. Match the UI to the Audience Interface: Best For: Standard User Interface (desktop) Back Office, Staff Salesforce1 Interface (mobile) Back Office, Faculty, Staff Communities Faculty, Staff, Students Mobile Faculty, Students