Automate Business Processes with force.com Enhance Partner Management and Support Productivity Mudit Agarwal (@2mudit) SFDC Solutions Architect, VMware Sri Vellimedu Senior Manager, Business Solutions, VMware
May 21, 2015
Automate Business Processes
with force.com Enhance Partner Management and Support Productivity
Mudit Agarwal (@2mudit)
SFDC Solutions Architect, VMware
Sri Vellimedu
Senior Manager, Business Solutions, VMware
Mudit Agarwal
Salesforce Solutions Architect
VMware
@2mudit
Sri Vellimedu
Sr. Manager, Business Solutions,
VMware
Key Takeaways
1. Highlight SalesForce Partner Content Management
complexity at VMware
2. Learn how VMware has built innovative and scalable
solutions within the governor limits
3. Gain Insight into building solutions which goes across
platform/ technologies
4
Agenda
5
About VMware
Company Background
Salesforce Journey
Case Study -1 (Public group Automation)
Case Study -2 (Effort Tracking)
Closing
VMware is the Customer Proven Market Leader Company Overview
$3.77 billion in 2011 revenues
>$4.5 billion in cash and equivalents
30%+ operating margins
~11,000 employees worldwide
5th largest infrastructure software
company in the world
Proven in the Trenches
300,000+ VMware customers
100% of Fortune 100
100% of Fortune Global 100
99% of Fortune 1000
97% of Fortune Global 500
As of mid-2011,
about 81%
of installed VMs are
VMware-based
Gartner, June 2011
VMware Salesforce Journey
7
Phase 1 PRM
(2009)
Phase 2 – Lead Mgmt
(2009)
Phase 3 – Sales Cloud (2010)
Phase 4 – Service
Cloud (2011)
Roadmap Releases
Single ORG
• Internal users: 8K
• Partners & Users: 58K / 366K
• Customers: 348K
Case Study 1: Dynamic Group Assignment
8
Problem Statement / Drivers
Solution Approach
Results: Benefits & Metrics
Demo
Best Practices
Increasing Complexity of VMware’s Partner
Central implementation – Personalization and
Content
Rapid growth of Partners and Partner Users
Real time access to the content
Problem Statement/Business Drivers
Partner Central – Increasing Complexity
A consolidated portal on
Salesforce to effectively
manage a large-scale,
complex channel-driven
operations and drive revenue
through collaboration and
enablement of go to market
strategies
10
Partner Central - Growth
11
0
200
400
600
800
1000
1200
1400
~1000 New Partners / Month
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
10000
Over 7500 New Users / Month
Partner Central – Real time Updates
Self-Service Changes • Automated Profile Adjustment
• Enrollment, Registration &
Progression
Volume & Scalability • New partners & users - immediate
access
• Changes to partners, program
memberships, user profiles,
certifications
Personalized Content • Programs, Levels & Certification
• Geography
• Partner User Attributes
12
All about Solution
Group Setup / Evaluations Criterion
Solution Approach
Batch Chaining
Salient Features
Design Considerations
Group Setup
Public Group
Rules
Standard objects - Account, Contact &
Profile
Custom objects - Program details,
competency, certification, Subscription
Dynamic Group
Assignment
Rule-based Group Membership based on:
• Account Attributes e.g. Name, Country,
Geo
• Program Attributes e.g. Level, Type, Status
• Competency Attributes e.g. Name, Status
• Contact Attributes e.g. Profile, Type
• Subscription Attributes e.g. Name, Status
14
Evaluation Criterion
Account, Program detail, competency, certification, Subscription
Profile & Partner User
Rules Changes
Solution Approach
Account Contact Subscription
Program Membership
Certification Competency
Apex Triggers
Apex Triggers
Ap
ex
Trig
ge
rs A
pe
x T
rig
ge
rs
Assignment Engine
User
Creation
16
Group Admin Queue
Rules
Changes
Batch Chaining Assignment
Engine
Batch-1
• Assign Job ID
• Assign action & Status
Batch-2
• Pick ‘Insert’ and given Job ID
• Insert into Group Member
Batch-3
• Pick ‘Delete’ and given Job ID
• Delete from Group Member
Batch-4
• ‘Delete’ from Custom Obj.
• Mark status as ‘Complete’
Design Salient Features
Batch Chaining Duplicate
record filtering
Reduce transactions on
setup object
Design Considerations – Governor Limits
Can’t do CRUD operations on custom and standard objects in one
context
Expedite processing by Insert first before Delete
Minimize Setup Object Locking
Data Volume – 60k+ Partners, 360k+ Partners Users, 300+ Groups,
1500+ Rules
– Heap Size (Apex batch)
– Select (collection)
– CRUD (Batch Apex chaining)
Results
Reduce Locking
Partner Personalization
Partner Satisfaction
High Volume Events, Processed near real time
Group Assignment by Event Before After
New partner user registration Hours/Days Minutes
Digital River payment / SET Hours Minutes
Account Attribute changes Days Hours
Best Practices
Listen to your users
Extensive Design reviews
Governor Limits
Data-migration
Test, Test and Test
22
Case Study-2 (Effort Tracking)
23
Problem Statement/ Drivers
Approach
Results: Benefits & Metrics
Demo
Best Practices
Business Drivers
VMware's Customer
Service organization
needed the ability to
track effort spent
by all parties working on
Customer
Cases in
Salesforce.com Management
Reporting
Automated
Solution Standard
Interface
Business Benefits
Visibility on effort spent on supporting products
Ability to put actual cost towards customer-
reported issues
Ability to track actual cost through the support
life cycle
Validate staffing model assumptions based on
effort
Visibility into effort spent on Customer Cases
Ability to more accurately distribute resources
globally
Business Benefits
Time Tracking Categories
Time is tracked for the following activities in a case
Viewing a Case
Editing a Case
Sending Emails from within the Case
Performing troubleshooting activities – WebEx sessions etc
Browsing knowledge base
And several other activities related to the Case
Example Use Case
Time Accrual View This view provides an ability for users to see the cases that have
accrued time in that 24 hour period (to be reset every day)
All about Solution
Logical View
Transaction Flow
Solution Highlights
Design Considerations
Solution Approach – Logical View
SFDC
Calculate
Time/ Event
Call to
Controller Record time
on Case
Browser Events
Browser Events
Bro
wse
r Eve
nts
Bro
wse
r E
ve
nts
On Load On Before
unload Has Focus
Time Track Controller
Time Recording
Solution Approach – Transaction Flow
Solution Highlights
Tracking at User level
Multi Tab Support
Browser Close Event
CTI pop ups Manual time
entry
Track Total Time
Timer & time tracking per user
All time track Records
Design Considerations
Browser Events
User Impact
Reduce calls to
Salesforce
Results
Visibility into effort spent on Customer Cases
Ability to track actual cost through the support
life cycle
Identify issues/support cost per product
Help in planning / Scheduling
Best Practices
Thoroughly test compatibility across web browsers
Positioning is key – customer support reps should not feel that
big brother is watching
Have a clear analytics plan to segment large amounts data
generated from effort tracking
Test, Test and Test
39
Closing
Need for Automating high impact business
processes
Getting most out of Salesforce
platform
Operational Excellence
Sri Vellimedu
Sr. Manager, Business
Solutions
Mudit Agarwal
Salesforce Solutions
Architect, VMware
@2mudit