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Multiorg Collaboration Using Salesforce S2S

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This presentation explains how to use Salesforce.com platform Salesforce to Salesforce (S2S) feature effectively to integrate multiple salesforce organizations, enable collaboration of accounts, contacts, leads, leads assignment, conversion and SFA collaboration across multiple salesforce organizations.

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Multiorg Collaboration Using Salesforce S2S

  1. 1. Multi Org Collaboration UsingSalesforce to SalesforceMayur Shintre | Salesforce.comApril 2012 #S2S #MultiOrg #Integration
  2. 2. Outline What is „Salesforce to Salesforce‟ (S2S)? – What is it? What can it do? What it can‟t? The Business Case – Why spend the money? Why use S2S? S2S Implementation – The devil is in the details Multi Org Collaboration – Record Sharing – Data Hub – Account & Opportunity Collaboration – Centralized Campaign & Lead Management – Cross Org Case Collaboration
  3. 3. What is S2S?
  4. 4. What is S2S? Salesforce to Salesforce (S2S) is a force.com platform based framework that enables sharing of data from one Salesforce.com Org to another. The data never leaves the platform Originally designed to share data with your partners (and still is), S2S can be a practical and cheap option to integrate and share data across multiple Salesforce.com Orgs to enable Multi Org Collaboration
  5. 5. What is S2S? S2S actually shared data between two Orgs. Data gets physically copied from source to target (hub) Org by the S2S framework Contact Account Eric Foreman 111-111-1111 Once shared, S2S maintains and reflects updates from the source to the target Sharing of data between Salesforce Org‟s using S2S can be done manually (via the GUI) or automated (via APEX code)
  6. 6. What is S2S not? S2S is not for sharing data to an entity external to Salesforce.com platform Not a „true‟ middleware substitute – It wont perform translations, transformations and validations. You still have to do them in Apex• Does no enrich data from 3rd party sources• Not a replacement for serious ETL use cases• S2S does not have an SLA. So latency must be accounted in your architecture for transferring & sharing parent – child records
  7. 7. Why Use S2S?
  8. 8. Why Use S2S? If you want continuous sharing of data across two or more SFDC Org‟s Data can be published and subscribed to, on-the-fly – Independent of programmatic logic & trigger functions Reduce moving parts for integration – Avoid data travelling externally and back to the platform Eliminates the need for third party integration tools – Informatica, Cast Iron, TIBCO etc… Benefits from Salesforce.com‟s seamless platform upgrades – No patching, upgrading & maintenance hassles and service interruptions
  9. 9. Why Use S2S Powerful tool to implement SFA or Multi Org Collaboration across Multiple Organizations – Record Sharing – Data Hub – Account & Opportunity Collaboration – Centralized Campaign & Lead Management – Cross Case Collaboration Integrate your business processes with updates received from Another Org using workflow and assignment rules Its free for all editions – including group and contact editions Cheaper to implement, operate and maintain
  10. 10. Taxonomy – Same as… Spoke Org  Hub Org Business Unit  Corporate Org Child Org  Target Org Source Org  Destination Org Business Org  Corporate Hub End OrgNote - Multi Org Collaboration and S2S are not one and the same. MultiOrg Collaboration (a business process) can be achieved by using S2S, aForce.com platform based data sharing framework.
  11. 11. Implementing S2S
  12. 12. Implementing S2S Details on configuring S2S – www.scribd.com/doc/24252711/Salesforce-to-Salesforce-Implementation-Guide – developer.force.com/consultants/crc_page?name=SalesforceToSalesforce There is plenty of good documentation on configuration and use of S2S – Instead, we will concentrate on S2S implementation details for Multi Org Collaboration using S2S automated sharing mechanism
  13. 13. S2S – Sharing Automation S2S allows automated sharing of data between two connected Orgs using Apex triggers When you „enable‟ a Salesforce.com Org to use „Salesforce to Salesforce‟, two new objects are exposed for programmatic access – PNC (Partner Network Connection) • Stores the ConnectionID for an established connection between two Orgs – PNRC (Partner Network Record Connection) • Insert records you want to share in this object • Records are shared over a ConnectionID One PNC & PNRC object per Org – both connected Orgs get a PNC and a PNRC object of their own
  14. 14. S2S – Sharing Automation Insert RecordID to PNRC Object – After Insert or After Update Account Object Action RecordID Account Name Phone 222 GenePoint 800-444-3456 BU Org PNRC Object Business Unit ConnectionID LocalRecordID PartnerRecordID Org 001d000000ArlFb 222 444 1 2 Salesforce to Salesforce Platform Framework 4Central Org PNRC Object 3 ConnectionID LocalRecordID PartnerRecordID 001d000000ArlFb 444 222 Central Org Account Object RecordID Account Name Phone 444 GenePoint 800-444-3456
  15. 15. S2S – Record Sharing After Insert Trigger must be implemented on each object whose records you want to share with another Org – This Trigger performs the action of collecting, sorting and filtering through the list of records from the trigger context – Insert DML operation in the PNRC Object of the Source Org PNRC PNRC Contact Contact Record S2S Contact Record Contact Trigger Trigger The insertion of the RecordID‟s in the PNRC object are done by specifying a Connection to a Target Org. – The ConnectionID‟s are stored in the PNC (Not PNRC) object Certain relationships can be transferred with a record – Contact, Opportunity  Account ; Case Note  Case – There are exceptions to the rule
  16. 16. S2S – Hierarchies & Relationships S2S allows for automated sharing of parent and child records When sharing a Contact, you want to automatically share the it‟s parent Account – In Apex set ParentRecordId = Account.Id When sharing an Account, you want to automatically share all it‟s Contacts – Set RelatedRecordId = Contact.Id – A comma-separated list of API names for child records to be shared with a parent record. When sharing an Account, you want to automatically share all related Open and Closed Tasks – Set SendClosedTasks & SendOpenTasks to true
  17. 17. S2S – Hierarchies & Relationships This will work fine for simple hierarchies – Contact  Account – CaseComment  Case etc. However, S2S does not accommodate for parent Hierarchies and not work for – Account  Parent Account – ParentRecordId = Account.Id on Account trigger will not work – This is a S2S nuance Error! Account PNRC Account w Parent S2S Trigger
  18. 18. S2S – Hierarchies & Relationships To share parent hierarchies e.g. Account – Parent Account – Copy ParentID via workflow rule to a text field – Send the ParentID via S2S mapping – Write Batch Class in Target Org to stitch Parent relationships Points to note – – Parents must be shared for automatic linking – Parent record many not exist on destination • Not sharing Account Objects • Parent sharing hasn‟t completed yet Trigger must account for potential sharing delay
  19. 19. S2S – Sending Related Tasks Send Open and Closed Tasks related to a record via APEX However there is a big catch – These tasks are sent one time, as a static snapshot only – What does this mean? Take the following example Contact – Bob Smith – Open Task 1 – Closed Task 2 S2S initiated – Contact Bob Smith (with Open/Close Task) is shared – Open Task 1 and Close Task 2 are shared with the other org – At a later time Open Task 1 is closed, new Open Task 3 is created – Task 1 update and Task 3 will not be shared To share tasks continually – Implement a trigger on Task Object and share Tasks explicitly.
  20. 20. S2S – Defining Record Ownership Connection User - S2S Records owned by default – Non-query able User object – Listed as “Created By” and “Last Modified By” Initial owner of record is owner of connection – Maintaining ownership of shared records is integral for SFA use cases – Maintain ownership and security – Source Org record owner must also be the Target Org record owner – Think about User provisioning and Licensing Owns Record Requests Access
  21. 21. S2S – Defining Record Ownership All Active Users from Business Units must exist in the Hub Org User Provisioning Business Units – Near real-time sync between Hub Org • Business Units and Hub Org • Hub & Spoke model only – User License type matters – E.g. - For SFA collaboration • Hub User cannot be of license type „Portal User‟ • License type should have CRUD access to desired objects – User Profile in Hub Org must provide appropriate CRUD access Assign correct ownership once User provisioning is in place – Required custom Ownership Assignment logic in the Hub Org (or any Target Org)
  22. 22. S2S – Defining Record Ownership Solution – Write a „Ownership Class‟ in the Hub Org – Write a „Fetch User‟ sub-class – This class should query and fetch the correct owner based on email ID • Standardize and match email variants • Source Org - eforman@salesforce.com; Target Org – eric.forman@sfdc.com Assign Record Ownership User Contact PNRC PNRC Fetch Trigger Contact Record S2S Contact Record Before User Contact Insert Trigger – Once the correct owner is fetched, check the user license type and CRUD • Possible with the new UserRecordAccess API Object released in Spring 12 Insert record and assign record ownership
  23. 23. S2S – User Provisioning• In order to maintain ownership a User created in the Source Org must also be initiated in the Target Org• In Hub-Spoke Multi Org pattern, every SFA user in the spoke will be required in the Hub Org – User licensing is a top concern – Client will not want to pay twice for each license – Please involve your Account Executive Complete User provisioning in the Hub Org is pivotal for Multi Org Collaboration success – Do not let licensing be an afterthought or an hindrance for success – Make sure Hub Org user licensing has been ironed out beforehand
  24. 24. S2S – Lead Conversion Process If you share or assign Lead records from Hub  Spoke – Leads may get converted at the spoke (Business Unit) – Once Converted – The Lead is not available to S2S – S2S severs the connection of the Lead record Approach 1 – Tie Converted records back to the Lead in Hub – Create a proxy Object to store ConvertedId‟s – Use Lead conversion API to copy ConvertedID‟s to proxy object – Copy the ConvertedAccountID, ConvertedOpportunityID & ConvertedContactID – Accessible via API in the Lead Object – Share the ConvertedID’s to the Hub Org via S2S – Implement a Batch Class to query the PNRC object to fetch LocalRecordID’s Tie Converted Account, Contact & Opportunity to the Lead in the Hub Org
  25. 25. S2S – Lead Conversion Process  Approach 1 – Tie Converted records back to the Lead in Hub Lead Converted 1 Account x 5 Lead Account Lead Tie ACO to Lead Lookup fields Lookup Contact Contact Relationship2 Copy ConvertedID‟s Opport Opport unity unity Batch Proxy 3 Proxy Class Custom PNRC PNRC Custom Object Trigger RecordID S2S RecordID Object Query Local Record Id‟s 4  Approach 2 – Reflect full lead conversion process in the Hub Org – Using S2S, perform actual lead conversion in the Hub Org using the Lead Conversion API – Can be done, but not trivial – Use case - True SFA sync across Multiple Orgs
  26. 26. S2S – Record Deletion  Salesforce to Salesforce does not have deletion sync  When a shared record is deleted from the source, It does not get automatically deleted in the target Org  Solution - Implement a Batch Class in the Target Org Query ScheduledRecord Delete Apex to sync PNRC PNRC deletes Account LocalRecordID= null S2S ParentRecordID = null Account Batch Trigger Class Delete – When a record in the source Org is deleted it‟s LocalRecordID value in the PNRC object is set to null – You can run a query in the Target Org PNRC Object – Fetch all records where PartnerRecordID = null
  27. 27. Data Migration
  28. 28. S2S – Data Migration When a Salesforce to Salesforce project involves Multi Org Collaboration – The implementation depends on explicit sharing of all records via S2S – This is because the continuous sharing is dependent on the connection initiated via S2S framework – So records must be transferred via S2S and not externally via a ETL tool Successful data migration is dependent on the following factors – Correct User Provisioning – Correct User License Type – Correct User Profile – A parent cannot be a lookup field in the Target Org‟s Child object • E.g. When sharing a Contact (and it‟s Parent Account) – If Hub Org Contact object has a custom Account lookup field • The related Account will go in a manual queue – Transfer records in batches of descending Hierarchies 1. Send Parent Accounts 2. Send Child Accounts 3. Send Child Opportunities 4. Send Child Contacts etc.
  29. 29. Multi Org Collaboration
  30. 30. Multi Org Collaboration – Why? Company made up of several independent operating business units Each business unit runs independently as a corporation and run‟s it‟s own Salesforce Org for SFA This causes Silos of data and processes. Corporate unable to get a 360 „global‟ view on their business. Collaboration between sales teams from different business units does not exist due to lack of visibility Leveraging existing Opportunities & Contact for common Accounts & existing relationships across other business units.
  31. 31. Multi Org CollaborationSalesforce to Salesforce can been harnessed to implement many MultiOrg collaboration use cases. Here are a few that have beenimplemented at some of our enterprise clients.Hub-Spoke Pattern1) Record Sharing 1) Global 360 view of Account, Contact, Opportunities across all businesses 2) Global Metrics for Forecasting & Reporting2) Account & Opportunity Collaboration Across Business (Orgs)3) Centralized Campaign Management & Lead AssignmentFederated Pattern4) VCE Use Case 4) Case Routing Collaboration between Orgs
  32. 32. 1. Record Sharing Organization made up of several operating business units Each business unit runs independently as a corporation and run‟s it‟s own Salesforce Org for their SFA This causes Silos of data and processes. – Unable to get a 360 view on their business. – Account, Contact & Opportunities Collaboration between sales teams from different business units did not exist Global Forecasting Harnessing existing and common relationships across the Organization is marred due hermetically sealed (in)visibility – Utilizing existing relationships (Contacts) from other Orgs for an Account
  33. 33. 1. Record Sharing – Data Hub“Business Divisions” • Global Reporting • Forecasting Medical • 360 View of Sales “Corporate Org” Hub Electronics S2S Org Telecom
  34. 34. 2. Account & Opportunity Collaboration  Collaborate on SFA records across organization barriers  Allow Sales Users to collaborate across Org‟s on Account & Sales Teams  Account Access request‟s seamlessly integrated via Email Approval – User from Org A requests access to Account from Org B – Account Owner in Org B gets Account Access Approval email – Owner replies „Yes‟ or „No‟ to email – User from Org A gets Access to Orb B user‟s Account‟s, Contact‟s and Opportunities  Access can be customized via Managed Apex to add to Sales Team or individual record access
  35. 35. 2. Account & Opportunity Collaboration User Gets Access Approval Email 1 3 Owns Record 5 User Approves Owns Record 5 Requester Gets Access Requests Access 2
  36. 36. 3. Centralized Campaign & Lead Management Monitor Enrich Plan Execute Identify Qualify Send Lead Measure Lead Campaign Campaign Lead Lead Over S2S Campaign DataHub Org Re- Update Distribute Original Lead Lead Send Converted Send Status A,C & O Over S2S Over S2S Send LeadBusiness Over S2S Org 1 Reject Convert Work Assign Lead Lead Lead LeadBusiness Work Convert Org 2 Lead Lead Send Converted A,C & O Over S2S
  37. 37. 3. Centralized Campaign & Lead Management “Business Divisions” Medical “Corporate Org” Lead Electronics Hub S2S Telecom
  38. 38. 4. VCE Case Collaboration1. Case created in legacy case management system2. Case transferred to Salesforce via integration3. Case shared to “Shared Org” via S2S4. Shared Org shares cases to partner orgs5. Cases passed via integration to legacy systems6. S2S automates ongoing updatesMost current version of all objectsare on all systems at all times
  39. 39. 4. VCE Case Collaboration EMC SFDC “Skinny Org” Cisco SFDC VMware SFDC “Skinny Org” “Skinny Org” Central VCE “Shared Org”
  40. 40. Recap S2S – A powerful Cloud based data sharing framework Between Salesforce Org‟s only Think about Courtesy Licenses in Hub Org SSO implementation for seamless access & simplicity Data Migration Planning via S2S Multi Org Collaboration Use Cases Single or Bi-Directional Integration Bi-Directional Integration not trivial Proper Lead Conversion not trivial

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