Integrating SIS’s with Salesforce: An Accidental Integrator’s Guide

1. Integrating SIS’s with Salesforce: An Accidental Integrator’s Guide Grant Miller Director of Alliances /Salesforce.comFoundation @SFDCFoundation

2. Which would you choose? 120000 100000 80000 60000 40000 20000 0 Option 1 Option 2 Option 3 Required Investment Return Available Capital 20% Probability of losing entire investment 0% Probability of losing entire investment $10,000 Loan @ 5% 10% Probability of losing entire investment $25,000 Loan @ 6%

3. Decision Quality Circle Appropriate Frame Creative, Doable Alternatives Meaningful, Reliable Commitment to Action Logically Correct Reasoning Clear Values and Information Trade-offs

4. SIS Integration: Three Steps to Success Define the Identify the Choose the Process Integration Layers Approach Data Tasks Timing User Interface Application Logic Data Model Build vs. Buy Integration Methodology Resources

5. Five-tier Framework for Business Analysis Framework Layer What it Covers… The Technique Business Focus Business Objec=ves The mission, strategies (customers / markets, products / services, differen=ators), goals, objec=ves, and measures (e.g. KPIs) for the organiza=on. (MSGO = Mission, Strategies, Goals, Objec=ves.) Project Charter Business Process The ac=vi=es the business carries out in order to meet its objec=ves. Includes the actors involved, the sequence of steps they carry out (workflow), and the result(s) produced. Workflow Modeling Systems Focus Presenta=on Services A mechanism through which an actor in a business process interacts with a system. Usually a GUI and reports, but could involve scanners, IVR systems, etc. Use Cases Business Services A "service" offered by a system -‐ a specific func=on. Includes the business rules and data updates it is responsible for. Requires Event Analysis, State Transi=on Analysis, etc. Service Specifica=on Data Management Services Files and databases that provide a system's record-‐keeping func=ons. Determines the things a systems "knows" about and the data that is maintained about those things. Data Models establish the language and basic rules for all other requirements. Data Modeling © 2009 Sharp, McDermott – Workflow Modeling: Tools for Process Improvement and Application Development

6. Business Process Defined “A business process is a collection of interrelated activities, initiated in response to a triggering event, which achieves a specific, discrete result for the customer and other stakeholders of the process.”

7. A Business Process is… 1) …Something that achieves a specific result… 2) … for a customer or other stakeholders… 3) …initiated in response to a triggering event… 4) …a collection of interrelated activities…

8. Five-tier Framework for Business Analysis Framework Layer What it Covers… The Technique Business Focus Business Objec=ves The mission, strategies (customers / markets, products / services, differen=ators), goals, objec=ves, and measures (e.g. KPIs) for the organiza=on. (MSGO = Mission, Strategies, Goals, Objec=ves.) Project Charter Business Process The ac=vi=es the business carries out in order to meet its objec=ves. Includes the actors involved, the sequence of steps they carry out (workflow), and the result(s) produced. Workflow Modeling Systems Focus Presenta=on Services A mechanism through which an actor in a business process interacts with a system. Usually a GUI and reports, but could involve scanners, IVR systems, etc. Use Cases Business Services A "service" offered by a system -‐ a specific func=on. Includes the business rules and data updates it is responsible for. Requires Event Analysis, State Transi=on Analysis, etc. Service Specifica=on Data Management Services Files and databases that provide a system's record-‐keeping func=ons. Determines the things a systems "knows" about and the data that is maintained about those things. Data Models establish the language and basic rules for all other requirements. Data Modeling © 2009 Sharp, McDermott – Workflow Modeling: Tools for Process Improvement and Application Development

10. Define Process: Common Recruit/Admit Processes with SIS Collaboration Transactional History Capture Prospective Student Info Collect Application Information Report on Financial Aid Application Status Data Student Information Household Info Transcripts Financial Aid Application Data Tasks Transformation Validate Data Mass Updates Data Cleansing Custom Logic Alerts and Workflow Timing Synchronous vs. Non-Synchronous Prospect/Recruit Application Status Financial Aid Student Accounts (Accounting) Qualified Applicant – trigger student record creation Processes Have 3 Parts: Data, Tasks, and Timing Capture Program Interests Applicant Major for Curriculum Education Goal Return - Banner ID Status Update Messages Program Interest Profile – Input to planning Status Update Messages Status Update Messages and workflow triggers

11. Indentify Layers: Common SIS Integration Points Data Layer Your Data Model Application Layer Your business logic (in Java, Apex + workflows, rules, etc.) Presentation Layer Screens exposed to end users ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓

12. Web Services Integration Options with Salesforce Middleware / Developer Toolkits/Data Loader Call External Service Expose Custom Service Rest API Data Replication Rest Service Customization & Config Force.com IDE Migration Tool Custom Tools Workflow Data Upload Call External Service Data Replication META DATA API SOAP WEB SERVICES API REST API BULK API Data Upload Rest Service Apex Callouts Outbound Message Confirm Message Respond to External Service SIS / ERP Platform META DATA API SOAP WEB SERVICES API REST API BULK API Note: Available APIs vary by SIS/ERP vendor and system architecture

13. Choose Approach:Build vs. Buy Integration Ecosystem Works with every major middleware solution Web and Rest Services API Force.com PaaS Proven Real-Time Integration Integration Toolsets Build Custom Integration Solutions

14. What if I want to build it? Synchronous SFDC Integration Mechanisms: ▪ Composite Application / Mashup ▪ Salesforce SOA ▪ Apex Custom Web Services Asynchronous SFDC Integration Mechanisms: ▪ Inbound Replication ▪ Outbound Replication ▪ Outbound Messaging ▪ Salesforce Network

15. Solution Value vs. Sophistication of Approach New APIs for Private and Public Use Enterprise Integration Services Up/Down Stream Process Automation Basic File / DB Syncing Increasing Customer Value 1 or 2 Line of Business Applications Increasing Sophistication & Capability of Approach Custom and Mobile Applications 4+ Enterprise Systems 2 to 4 Line of Business Applications

16. Building The Connected Campus Add a layer of agility around your SIS core Class / Cohort Communities Employee Service Center Collaborative Business Processes Student Service Center Alumni Communities Mobile Apps Student Social Engagement Employee Social Communities 360 degree CRM Colleges and universities use Salesforce to enhance the capabilities of their back-office systems

17. Salesforce gives Towson University greater agility to manage application process in front of Campus Solutions Replaced EOL’d Recruitment+ system for managing application process One system provides 360* view of entire recruiting and application process Simplifies integration and correlation of data from multiple sources Greater visibility into applicant pipeline and expected yield improves management decisions Keeps core SIS data in PeopleSoft Campus Solutions ‘uncluttered’, improving data integrity and reducing data management overhead Easily integrates multiple data sources 360* View of Application Pipeline Improved decision making Greater Flexiblity Improved Data Integrity

18. Towson University integration architecture Replacing R+ with TargetX on Salesforce • Process • (Data) Applicant data is captured into Salesforce from a variety of sources including web inquires, purchased lists, test scores, call center, etc. • (Tasks) All interactions with prospective students are tracked in Salesforce as applicant moves through admissions pipeline. Student records are created in the SIS when application requirements are complete and applicant is considered for admission • (Timing) As applicants are granted admitted status, near real-time updates between the SIS and Salesforce occur approximately once a minute to prevent ‘overselling seats’ • Integration Layer • Applicant and student data shared between systems by means of flat file imports and exports. • Data is moved bi-directionally between Campus Solutions and Salesforce. • Approach • Towson utilizes Informatica for ETL (Extract, Transform, Load) between Campus Solutions, Salesforce, data providers and legacy systems.

19. Wayne State University uses Salesforce to achieve greater agility from Banner and Drive Organizational Culture Shift Core SIS data is shared from Banner Student Student satisfaction levels increased by 10% Making information transparent reduced redundant inquiries by students reduced by 10% Every student interaction is documented as a Case in Salesforce, Better understanding of who needs service, why service is needed, and what can be learned from these interactions to promote a culture of quality care. Employee Collaboration Improved Student Satisfaction Enhanced Recruiting & Retention Documented Interactions “Salesforce was the driver of the cultural shift. It highlighted what we needed to work on” - Ann Elinski, Associate Director of the Student Service Center.

20. Wayne State University Integration Architecture Enabling a One-stop Student Service Center • Process (Data) Basic information about students is pulled from Banner and scrubbed to minimize dupes, bad data before loading into Salesforce. (Tasks) Student Center creates cases, triggering messages and data to flow to appropriate department or office on campus (Timing) Periodic (weekly?) one-way synchronization of data from Banner • Integration Layer Bulk data-layer ETL from Banner (official system of record) into Salesforce for non-confidential information Confidential information rendered in presentation layer mashup on as-needed basis. • Approach Wayne State developed and maintains a home grown ETL middleware solution with existing staff.

21. Which would you choose? 120000 100000 80000 60000 40000 20000 0 Option 1 Option 2 Option 3 Required Investment Return Available Capital 20% Probability of losing entire investment 0% Probability of losing entire investment $10,000 Loan @ 5% 10% Probability of losing entire investment $25,000 Loan @ 6%

22. Which would you choose? 120000 100000 80000 60000 40000 20000 0 Option 1 Option 2 Option 3 Required Investment Return Available Capital 20% Probability of losing entire investment 0% Probability of losing entire investment $10,000 Loan @ 5% 10% Probability of losing entire investment $25,000 Loan @ 6% $50,000 x 80% = $40,000 $40,000 x 100% = $40,000 $100,000 x 90% = $90,000

23. Solution Value vs. Sophistication of Approach New APIs for Private and Public Use Enterprise Integration Services Up/Down Stream Process Automation Basic File / DB Syncing Increasing Customer Value 1 or 2 Line of Business Applications Increasing Sophistication & Capability of Approach Custom and Mobile Applications 4+ Enterprise Systems 2 to 4 Line of Business Applications

24. Unlock the Potential of your Student Information System with the Salesforce Platform Open Integration Rapid Development Extend Legacy Systems Open APIs Over 1B + calls/day Consume external Web Services Build New Web Services 90+ certified Integration Middleware Connectors Create systems of innovation without disrupting systems of record Deliver new ROI out of legacy investments Build modern apps without complex and expensive legacy customizations Open – Choice of Development Languages Social – Easy to Build Social Applications Rapid Development – 100% Cloud Lower Value Innovation Governance & Change Management Infrastructure Management Innovation Governance & Change Management Infrastructure Management Salesforce Platform flips IT’s focus from Operations to Innovation Keeping the Lights On Business Innovation Higher Value

26. More Information on Integration https://developer.salesforce.com/page/Data_Integration http://www.salesforce.com/us/developer/ docs/integration_patterns/ integration_patterns_and_practices.pdf http://youtu.be/J5LnJGAhycM http://www.salesforce.com/us/ developer/docs/ integration_workbook/index.htm http://developer.salesforce.com

27. Workflow Modeling – Sharp & McDermott • ISBN-13: 978-1596931923 • ISBN-10: 1596931922

28. Six Enablers of Business Processes Mission, Strategy, Goals, and Objec=ves supports Business Process enables enables enables enables enables enables Workflow Design Informa2on Systems Mo2va2on and Measurement Human Resources Policies and Rules Facili2es (or other) * Actors * Steps and decisions * Flow -‐ sequence, dependency, and handoffs * Applica=ons * Data * Informa=on * Integra=on * Employee assessment and incen=ves * "Reward and punishment" * Process performance indicators * Capabili=es * Matching people to roles and tasks * Recruitment, selec=on, and placement * Business rules enforced by process * Internally set constraints * External laws and regula=ons * Workplace layout * Equipment and machinery * Furnishings

29. Connected Campus Webinar Building Custom Apps on the Platform August 27, 2014 | 2 p.m. Eastern / 11 a.m. Pacific Brian Peddle, CTO David MacWhinnie Principle Product Manager Doug Naylor Senior Salesforce Analyst salesforcefoundation.org/events The College for America team will discuss and demo how they leveraged the platform to develop a: • Learning management system • Student information system • Early warning system

Integrating SIS’s with Salesforce: An Accidental Integrator’s Guide

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Integrating SIS’s with Salesforce: An Accidental Integrator’s Guide