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Mastering Salesforce Person Account
The document discusses the evolution and implementation of Person Accounts (PA) in Salesforce, outlining its benefits and challenges for B2C and B2B integrations. It covers key aspects such as activation, setup, alternatives to Person Accounts, and the pros and cons of using this feature. Additionally, it provides tips for effectively utilizing Person Accounts and resources for further information.
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Mastering Salesforce Person Account
- 1. Mastering Person Account FabriceCathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala Salesforce Solution Design in a B2C World
- 2. Fabrice Cathala Capgemini UK SalesforceLead Architect Twitter: @fcathala Blog: fcathala.com Newsletter: news.fcathala.com LinkedIn: linkedin.com/in/fcathala Introduction
- 3. As an out-of-the-boxfeature it is a critical design component Still there’s a trend to avoid PA... • Some think it’s over-engineered, too complex BUT there is a reason for that • In our growing ecosystem, some new comers just don’t get it BUT we can explain • Some old posts comment on the (old) “Cons” BUT PA has changed a lot in recent years... PA, the Sitting Duck... Why this Session?
- 4. Why this Session? PartI – Under The Hood Problem Solution Activation Setup Behaviour Transformation Part II – Design Time Alternatives Pros & Cons of PA Tips & Tricks Roadmap Part III – Annex Conversion IdeaExchange Resources & References Part IV – Q&A Agenda
- 5. Under The Hood FabriceCathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala
- 6. In 1999 Salesforcestarted as a CRM/SFA focused on B2B customers Opening the door to B2C customers meant redesigning a core part of the application A Little Bit of History Problem
- 7. The new B2Cmodel must be backward compatible (Salesforce + AppExchange) Problem Account Contact Opportunity Campaign Case Lead Backward Compatibility
- 8. Winter '07 introduces"Person Account" • 1-to-Many relationship reduced to 1-to-1 relationship • Contact fields accessible at Account level • Switch via Record Types Solution PAAccount Contact Opportunity Account Contact Lead Campaign
- 9. 1 Account recordand 1 Contact record are merged into an extended Account record Solution
- 10. Prepare your org •Create an Account Record Type for Business Accounts • Set the Contact OWD to "Controlled by Parent" • Give at least "Read" permission on Contact to all Profiles that have at least "Read" permission for Account Log a case with Salesforce Tech Support (https://help.salesforce.com/mysuccesshub?id=solutionFinder) Activation The standard data model around Account and Contact will be modified forever
- 11. Before Activation 1 RT: •Business Account After Activation 2 RTs: • Business Account • Person Account Activation Setup Menu
- 12. Before Activation ~37 standardAccount fields Custom 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 Activation Account Object, Account Fields
- 13. Before Activation ~46 standardContact fields Custom 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") Activation Account Object, Contact Fields
- 14. Before Activation ~46 standardContact fields Custom Contact fields After Activation All standard fields New standard field • IsPersonAccount All custom fields Activation Contact Object, Contact Fields
- 15. When activated makesure you assign a PA Record Type to whichever Profile needs to use it Edit Profiles Accounts Settings Setup
- 16. Depending on yourconfig, users will either: • Only create Business Accounts • Only create Person Accounts • Have the choice to create BA or PA record Creating a New Account Record Behaviour Profile > Record Type > Page Layout > Fields & Related Lists
- 17. Person Account alwaysbehave 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 empty Behaviour
- 18. Design Time Fabrice Cathala CapgeminiLead Salesforce Architect fcathala@gmail.com @fcathala
- 19. Contact without Account Onlyaccessible by owner and View All users by default Reporting require a Custom Report Type (https://goo.gl/DtkkZD) Suggested use case: Avoid! Private Contacts Alternatives Account Contact Opportunity Campaign Case Lead
- 20. 1 Account recordorg wide (the bucket) and all Contacts stored as its children Allow B2B and B2C running in parallel Clear separation Companies (Accounts) vs, People (Contacts) Suggested use case: Service Cloud implementation without plan to use Sales Cloud The bucket model Alternatives Account Contact Opportunity Campaign Case Lead
- 21. Accounts are representingfamilies made of 1 or several members Lead conversion can be an issue (Company name = ?) Suggested use case: Solution managing interactions with various member of a same family The household model Alternatives Account Contact Opportunity Campaign Case Lead
- 22. Heavy duty AppExchangemodules targeting NPO 1-to1 and household models available Bending the package for traditional business use can be painful Trailhead: https://goo.gl/9evorP + https://goo.gl/gjU37S Suggested use case: Non profit organisations The Non Profit Starter Pack v3 Alternatives Account Contact Opportunity Campaign Case Lead
- 23. Lot of bespokework to replace an out-of-the-box capability Limited integration with Sales or Service Cloud Although apparently used in the Financial Services and Health Clouds Suggested use case: App Cloud solution with no plan to roll Sales/Service Cloud Custom object Alternatives People Custom 2 Custom 1 Custom 4 Custom 3
- 24. Simple paradigm forthe user "An Account is the entity we are doing business with, should it be individuals or companies" Allows B2B to run in parallel with B2C Out-of-the-box • Officially supported • Compatible with existing solutions • Benefits from future enhancement from Salesforce Pros (1/1) Pros & Cons of Person Account
- 25. PA support isoften late on the Roadmap • Process Builder (Summer 15) • Platform Encryption (Winter 16) • Duplicate Management (Planned) • Lightning Experience (Work In Progress) Double Count (*) • Typical record size in Salesforce = 2 KB. Record size for Person Account 2 x 2 KB = 4 KB Cons (1/2) Pros & Cons of Person Account (*) On the roadmap / #SafeHarbor
- 26. No Undo (*) •Cannot be deactivated. Limited AppExchange support • Some AppExchange don't support PA Mixing B2B and B2C comes with compromises • 2 Account Types but 1 Security Model = Contacts stuck with Controlled by Parent even for Business Accounts • 2 Account Types but 1 Tab name = cannot call BA records "Customers" and PA records "Consumers" Cons (2/2) Pros & Cons of Person Account (*) On the roadmap / #SafeHarbor
- 27. Design as ifyou were planning to roll-out Business Account as well • Account custom fields on Account • Contact custom fields on Contact (even if now accessed via the Account page) If only using Person Account, simply the UI and remove the Contact tab When creating a PA record from the API forget about the Contact record, just set the RT correctly Tips & Tricks
- 28. Mixing B2B andB2C requires caution • 2 Account Types with different fields BUT 1 Business Logic = include tests on "IsPersonAccount" Tips & Tricks Business Account Person Account Workflow Rules, Flow, Process Builder
- 29. You can nowaccess the Person Account fields on Formulas and Cross-Object Formulas Tips & Tricks
- 30. Use field "IsPersonAccount"in Views to show a PA icon Tips & Tricks
- 31. Full Lightning ExperienceSupport Eliminate Double Storage Count Admin Enable/Disable PA Duplicate Management Roadmap #SafeHarbor
- 32. Insight for PA NewData Import Wizard PA as Shared Contacts Roadmap #SafeHarbor Keep an eye on "Shared Contacts" (Pilot)
- 33. Annex Fabrice Cathala Capgemini LeadSalesforce Architect fcathala@gmail.com @fcathala
- 34. Conversion between Businessand Person Account is possible • Via Data Loader: https://goo.gl/RV8JtJ • Via Process Builder & Headless Flows: http://goo.gl/DZwGRI Conversion
- 35. Adding a "PersonAccount" filter in the AppExchange: https://goo.gl/NLMyyE via Enable Duplicate Management on "Person Account": https://goo.gl/yqdUT2 via "Person Account" shouldn't require double storage: https://goo.gl/6cB0zd via Enable "Person Account" for all editions: https://goo.gl/niYFYo via IdeaExchange Vote for your favourite Community Idea (https://goo.gl/YhwjqE)
- 36. Salesforce PDF -Setting Up Person Accounts http://goo.gl/k18HiK + Extract on behaviour: https://goo.gl/w2fFZ6 Salesforce Community - Salesforce People Chatter Group https://goo.gl/2yckUN Salesforce Community - Person Account in Spring '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) Resources & References
- 37. Q & A Continuethe conversation on Twitter: #iLikePA Fabrice Cathala Capgemini Lead Salesforce Architect fcathala@gmail.com @fcathala
- 38. Thank You Fabrice Cathala CapgeminiLead Salesforce Architect fcathala@gmail.com @fcathala Remember to tell us what you think in the event survey www.LondonsCalling.net/survey/