Communicating clearly with stakeholders is a fundamental skill that Salesforce architects must master in order to succeed. In this presentation, Matthew will show how to use diagrams to increase engagement and clarity. We will look at how to extract requirements, as well as examples of diagrams that can be used to meet different objectives. Matthew will also share information on reference diagrams available from Salesforce, tools, templates, and shape libraries that I use to create stunning diagrams!

1. Diagramming Salesforce Solutions
10th June 2022
Matthew Morris
Salesforce Innovation Director, Capgemini
@matmorris

2. 1994-2009 Lots of interesting but not Cloud stuff
2009 First Salesforce project
2011 Started Bristol SF User Group
2012 First SF Cert (Admin)
First Dreamforce
2013 More certs & lots of projects
2014 Started London Admin User Group
2015 Recognised as Salesforce MVP
First Trailhead badge & Trailblazer hoodie
Moved from SMB to Enterprise projects
Moved from consultant to architect role
2016 Lots of certs & lots of projects & lots of diagrams
2017 Recorded Diagramming Salesforce Solutions video for Pluralsight
2018 Video released free to watch & included on Trailhead
2019 Live solution & diagram videos with Gemma for Ladies Be Architects
…
Present day Diagramming Salesforce Solutions
updated & presented at London’s Calling 2022
Matthew Morris
Salesforce Innovation Director, Capgemini
@matmorris
About me & about DSFS
Where I’m coming from

3. > Recap of Diagramming Salesforce Solutions
> Extract, structure, validate, communicate
> The 4 key diagrams
> Sequences, capabilities, and processes
> Salesforce templates & diagramming framework
Today
What I will cover:

4. 2017 SLC
bit.ly/dsfslc22

5. 2017

6. 2019

7. The challenge – In real life, or a practice scenario
• Extract requirements
• Structure solution
• Validate
• Communicate
Works for “as-is” and “to-be” views

8. Extract
My approach
Actors (Licences)
• Front Office User (Salesforce)
• External Sales Agent (Ptnr Community)
• Operations Manger
• Regional Sales Manager
…
Salesforce Objects (Row count) - Owner
• Account (1M) – Front Office User
• Opportunity (20K) – External Sales
Agent
• Contract
• Case
• Lead
…
Systems (Status)
CRM (Replace)
Salesforce (New)
External Billing (Existing - External)
Energy Regulator (Existing - External)
Bank Payments (Existing - External)
Marketing Automation (Replace)
…
System-system Integrations -> <- <->
ERP <-> Salesforce
Salesforce <-> Marketing Automation
Salesforce <-> Energy Regulator
Salesforce <-> Bank Payments
Salesforce <-> External Billing
…
Make 4 lists from requirements/scenario

9. Structure Solution
My approach
Use lists to make 4 key diagrams

10. Validate
My approach
REQUIREMENT
Play-back of “as is” and “to be”
Enhance existing solution
Specify integration steps
Rapidly assess impact of a change
Coordinate testing & deployment
Demonstrate compliance
Integrate with external systems
DISCUSS WITH
System users
Salesforce Administrator
Salesforce Developer
The whole team
Test engineers, tech leads
Data Privacy, Legal, Infosec
External teams & systems integrators
Growing the team New team members
Use diagrams to inform discussion
Agree the vision Project sponsor

11. I use pictures to help communication because:
• Use same diagrams with many stakeholder groups
• Promotes consistent language
• Encourages engagement & collaboration
• Uncover “hidden” requirements
• Changes easily when requirements/solution changes
• Maintainable over time with clear “version history”
• Provide “just enough” information to inform choices
My approach
Communicate
Keep referring to your diagrams, refine & update them

12. 4 pictures can meet the majority of our needs

13. DATA MODEL TELLS THE STORY OF:
• How objects are related
• The record types/owners
• The sharing OWD
• Objects with large data volumes

14. ROLE HIERARCHY TELLS THE STORY OF:
• Internal & external user roles
• How object owners are related
• Which users own which records
• How record access is shared

15. SYSTEM LANDSCAPE TELLS THE STORY OF:
• Existing systems that will remain or be replaced
• New systems that will be added
• Which systems need to be integrated
• Integration technologies (ETL & ESB)
• Third-party systems (e.g., AppExchange apps)
required
• Highlight Cloud vs. on-premise systems
• Show how the users will login

16. TESTING & DEPLOYMENT MANAGEMENT TELLS THE
STORY OF:
• The environments & how they connect
• Sandbox types & their capacity
• How metadata & data will be promoted
• How multiple projects can coexist
• What types of testing happen & where
• How Salesforce upgrades are validated
• How production bugs will be incorporated
• Additional tools & engineering (e.g., CI/CD)

17. CONTRACT
LEAD
CASE
ACCOUNT
OPPORTUNITY
OPPORTUNITY
LINE ITEM
PRICEBOOK
ENTRY
PRODUCT
PRICEBOOK
CONTACT
Simple Salesforce Data Model

18. Private 500K
Owner (Record type)
External owner
OBJECT
Number
of rows
Sharing
OWD
Role of
owner
Lookup Relationship
Master-detail Relationship
Salesforce Data Model – Valuable details

19. Private 5M
Sales Mgr (Person)
Relation Mgr (Biz)
Front Office
CONTRACT
Private 5M
Front Office
LEAD
Private 5M
Front Office
CASE
Private 5M
Sales Mgr (Person)
Relation Mgr (Biz)
ACCOUNT
Private 500K/year
Front Office
Sales Agent
OPPORTUNITY
50M/year
OPPORTUNITY
LINE ITEM
Private 1K
PRICEBOOK
ENTRY
100
PRODUCT
No Access 10
PRICEBOOK
Private 5M
Sales Mgr (Person)
Relation Mgr (Biz)
Front Office
CONTACT
Enhanced Salesforce Data Model

20. Private 5M
Sales Mgr (Person)
Relation Mgr (Biz)
Front Office
CONTRACT
Private 5M
Front Office
LEAD
Private 5M
Front Office
CASE
Private 5M
Sales Mgr (Person)
Relation Mgr (Biz)
ACCOUNT
Private 500K/year
Front Office
Sales Agent
OPPORTUNITY
50M/year
OPPORTUNITY
LINE ITEM
Private 1K
PRICEBOOK
ENTRY
100
PRODUCT
No Access 10
PRICEBOOK
Private 5M
Sales Mgr (Person)
Relation Mgr (Biz)
Front Office
CONTACT
!
Identify Database Hotspots

21. Business
Relationship
Manager
Front Office
Team
Back Office
Team
Sales Agent
(External)
CEO
Marketing
Regional Sales
Manager
Operations
Manager
Salesforce Role Hierarchy

22. Business
Relationship
Manager
Front Office
Team
Back Office
Team
Sales Agent
(External)
CEO
Marketing
Regional Sales
Manager
Operations
Manager
Salesforce Role Hierarchy + Data Model

23. System Landscape
Google
Facebook
Bank
Payments
External
Billing
Energy
Regulator
ESB
Salesforce
Sales Cloud &
Service Cloud
Customer & Partner
Communities
Active
Directory
ERP
ADFS
Contract &
Renewal
CRM
ETL Data
Migration
Firewall
Marketing
Automation
BI Reporting
Data
Warehouse
ETL
Customer
Web
Browser
Agent
Mobile
App
Staff
Web
Browser
Replace
Replace
SAML
SSO OID
Data Archive
Data Load
Archive
OData

24. Development, Testing & Deployment + Source Control
Developer1
Dev Sandbox
Developer2
Scratch Org
Integration
Dev Pro
Sandbox
QA
Dev Pro
Sandbox
UAT
Partial Copy
Sandbox
Staging
Full Copy
Sandbox
Production
Feature
Branch 2
Feature
Branch 1
Dev Branch
Release
Branch
Master Branch
Hotfix Branch
UAT Stage Prod
QA
Automation
Apex unit tests
Regression tests
End-to-end tests User acceptance
User training
System-wide tests
Performance tests
Apex unit tests
Team
leader
TESTING
SANDBOX
DEV-OPS

25. 4 pictures can meet the majority of our needs

26. More Examples
Sequence Diagrams
Capability Maps & Process Maps
Salesforce’s diagram framework

27. Source: CloudSundial.com
Sequence Example : Salesforce SAML SP Initiated Login

28. Salesforce Capabilities Example
Source: architect.salesforce.com

30. https://sfdc.co/sfcc

31. Capability Map - Real Example
Product &
Catalogue
Management
Subscription
Lifetime
Management
E-Commerce
Telesales
Order
Management
Distribution &
Fulfilment
Orders
Catalogue
Customer
Case
Management
Entitlements &
Benefits
Identity
Customer
Card
Payments
Direct Debit
Management
Payments
Financial
Transactions
Corporate
Financial
Reporting
Lead & Quote
Management
Product & Sales Relationship Management Corporate
Customer Payment Management
Storage
Data
Versioning
Data
Marketing
Content
Management
Journey
Management
Advertising
Management
360º
Customer View
Campaign
Management
Content Management
Content Editing
Product
Information
Management
Publication &
Licensing
Omni-Channel
Interaction
Other
Legacy CRM Salesforce
CPQ
Capability Provider
None
Integration
Data Analytics
Build TBD
As-is view

32. Capability Map - Real Example
Product &
Catalogue
Management
Subscription
Lifetime
Management
E-Commerce
Telesales
Order
Management
Distribution &
Fulfilment
Orders
Catalogue
Customer
Case
Management
Entitlements &
Benefits
Identity
Customer
*Card
Payments
*Direct Debit
Management
Payments
Financial
Transactions
Corporate
Financial
Reporting
Lead & Quote
Management
Product & Sales Relationship Management Corporate
Customer Payment Management
Storage
Data
Versioning
Data
Marketing
Content
Management
Journey
Management
Advertising
Management
360º
Customer View
Campaign
Management
Content Management
Content Editing
Product
Information
Management
Publication &
Licensing
Omni-Channel
Interaction
Other
Legacy CRM Salesforce
CPQ
Capability Provider
None
Integration
Data Collection
& Distribution
Data
Transformation
Data
Reconciliation
Data
Governance
API
Management
Master Data
Management
Data Analytics
Build TBD
*Payment Providers TBD
To-be view

33. Product &
Catalogue
Management
Subscription
Lifetime
Management
E-Commerce
Telesales
Order
Management
Distribution &
Fulfilment
Orders
Catalogue
Customer
Case
Management
Entitlements &
Benefits
Identity
Customer
*Card
Payments
*Direct Debit
Management
Payments
Lead & Quote
Management
Storage
Content
Management
Journey
Management
Advertising
Management
360º
Customer View
Campaign
Management Content Editing
Publication &
Licensing
Omni-Channel
Interaction
Data Analytics
Financial
Transactions

34. Product &
Catalogue
Management
Subscription
Lifetime
Management
E-Commerce
Telesales
Order
Management
Distribution &
Fulfilment
Orders
Catalogue
Customer
Case
Management
Entitlements &
Benefits
Identity
Customer
*Card
Payments
*Direct Debit
Management
Payments
Lead & Quote
Management
Storage
Content
Management
Journey
Management
Advertising
Management
360º
Customer View
Campaign
Management Content Editing
Publication &
Licensing
Omni-Channel
Interaction
Data Analytics
Customer
Financial
Transactions
Analyst Email
Specialist CRM
Manager
Agent
Specialist
BDR

35. Analyst Email
Specialist CRM
Manager
Agent
Specialist
Customer
Customer Insight Engagement
Content Monetisation
Payments & Billing
Call Centre
Print & Mail
Product &
Catalogue
Management
Subscription
Lifetime
Management
E-Commerce
Telesales
Order
Management
Distribution &
Fulfilment
Orders
Catalogue
Customer
Case
Management
Identity
Customer
*Card
Payments
*Direct Debit
Management
Payments
Lead & Quote
Management
Storage
Content
Management
Journey
Management
Advertising
Management
360º
Customer View
Campaign
Management Content Editing
Publication &
Licensing
Omni-Channel
Interaction
Data Analytics
Entitlements &
Benefits
Financial
Transactions
BDR
My Account
Acquisition
Campaign
Management
Other
Salesforce
CPQ
Capability Provider
TBD

36. Omni-Channel
Interaction
Subscription
Lifetime
Management
My Account
Data Analytics
Storage
Financial
Transactions
Customer Insight
Campaign
Management
Customer
360º
Customer View
Journey
Management
Engagement
Advertising
Management
Catalogue
Product &
Catalogue
Management
E-Commerce
Lead & Quote
Management
Content
Management
Acquisition
Identity
Content Editing
Publication &
Licensing
Entitlements &
Benefits
Content Monetisation
Payments
*Card
Payments
*Direct Debit
Management
Payments & Billing
Telesales
Customer
Case
Management
Call Centre
Entitlements &
Benefits
Order
Management
Distribution &
Fulfilment
Orders
Print & Mail
Customer
Analyst Email
Specialist CRM
Manager
Agent
Specialist
BDR
Campaign
Management
Other
Salesforce
CPQ
Capability Provider
TBD
Target, buy, upgrade, downgrade
Engage
Collection
Consume

37. User Community
Operational Support
(1st Line Support)
Issue identified
by User
User Logs Issue with
priority
Close
Support Team Assess
Ticket, Prioritise,
Categorize
Requires
3rd party
support?
Update ticket with
expected resolution
time
User Comms on
Resolution time
2nd Line
Salesforce Support team
Salesforce (3rd Line)
Assign to 3rd Line
Salesforce for
Resolution
User Comms on
Resolution
Status
Issue
resolved
User updated on Issue as
per agreed Priority
Update frequency
Support Assign to
Resolution Team and
Coordinate User
Updates
Salesforce Support
Teams
Resolve Issue and
Update Operational
Support on Progress
User Confirms
Issue Closure
Example Process Map : Simple Step-by-step

38. Example Process Map – Sales Orchestration : Overview
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Product
Catalogue
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY

39. Example Process Map – Sales Orchestration : Buy Confirmed
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Product
Catalogue
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY
Customer and product
particulars have been
entered into the browser or
mobile app and are passed
the purchase flow
orchestration.
0 Browser requests “Buy”

40. Example Process Map – Sales Orchestration : Customer Master Created
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Product
Catalogue
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY
Customer must exist in
Salesforce CRM in order
to complete purchase.
New record will be
created or matching
customer located.
1 Purchaser Information

41. Example Process Map – Sales Orchestration : Subscription Created
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Product
Catalogue
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY
Customer Id and details
of the purchase are
created.
Payment flow (not shown)
takes place, if successful
then subscription is live.
3 Customer Subscription

42. Example Process Map – Sales Orchestration : Entitlements Created
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Master
Data
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY
Live subscription
entitlements are passed
in order to allow customer
to pass through the
paywall and access
content.
5 Customer Entitlements

43. Example Process Map – Sales Orchestration : Send Activation Email To Customer
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Product
Catalogue
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.
Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY
Online account activation
details sent to customer’s
email as the first step in
the customer onboarding
journey. Postal welcome
pack (9) will follow.
7 Welcome Details

44. Example Process Map – Sales Orchestration : Performance Limits
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Product
Catalogue
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY
CPQ
Salesforce
Identity
Vendor connectors run periodically
in background to keep master data
synchronised between systems,
but are not real-time.
! Role of background sync.
60-120 sec.
Near real-time
TBC
Frequency

45. Example Process Map – Sales Orchestration Error Handling
Identity Mgt.
Customer
Contact
Centre
Agent
Browser
X
Purchase
Flow
Orchestration
Print & Mail
Email
Welcome
Letter
Zuora360
data copy
Product
Catalogue
CPQ
Subscription
Mgt.
>> 9. (Batch process) Customer Welcome Pack
Printed
Materials
Delivery
Marketing Cloud Connect
Salesforce
Customer
Mgt.
Salesforce
Marketing
Mgt.
<< 1.Purchaser Information
>> 2.SF Customer Details
<<
3.Customer
Subscription
>>
4.Customer
Entitlements
<<
5.Customer
Entitlements
>>
6.Activation
Details
>> 7.Activation & Welcome
<< 8.Result
Browser
X
”OFF-LINE” SALES JOURNEY
Call
0.”Buy” 0.”Buy”
”ON-LINE” SALES JOURNEY
Purchase flow
orchestration must
manage connection
failures at all points of the
purchase to deliver
optimal customer
experience.
! Central Error Handling

46. What does Salesforce have to offer?

47. Improved Data Model Diagrams

48. Improved Data Model Diagrams

50. Level 1: The Big Picture Level 2: A Piece Of The Whole
Salesforce Diagramming Framework

51. Level 3: Process Or Interaction View Level 4: The Double Click
Salesforce Diagramming Framework

52. Where is this going? Where We’re Going?
Emphasis on architecting solutions
Creating a diagram creates metadata
Send metadata to Salesforce?

53. Learn
Salesforce Architects Website
DSFS Pluralsight video
bit.ly/dsfslc22
Practice
Ladies Be Architects
scenarios
With paper & pencil!
Digitize
Powerpoint
Lucid chart
Miro/Mural
…
Build your own library
Tools & Resources

54. > Recap of Diagramming Salesforce Solutions
> Extract, structure, validate, communicate
> The 4 key diagrams
> Sequences, capabilities, and processes
> Salesforce templates & diagramming framework
Today
What I covered:

55. Thank You
First Name Last Name
Trailblazer ID
@TwitterHandle