AppExchange Publishing Guide -...

Version 27.0: Spring ’13

AppExchange Publishing Guide

Last updated: February 1, 2013

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Table of Contents

Selling on the AppExchange.................................................................................................................1

Managing Your Salesforce Organizations..............................................................................................2

Publishing Your App or Service............................................................................................................3Creating or Editing Your Provider Profile................................................................................................................................3Creating or Editing a Listing....................................................................................................................................................4

Basic Tab.......................................................................................................................................................................4Offering Tab (Applications)..........................................................................................................................................5Pricing Tab....................................................................................................................................................................8Experience Tab..............................................................................................................................................................9Specs Tab......................................................................................................................................................................9Support Tab.................................................................................................................................................................10Uploaded Content Tab................................................................................................................................................11Leads Tab....................................................................................................................................................................12

Submitting Your Listing for Approval....................................................................................................................................13Registering Your Package and Choosing License Settings.....................................................................................................14Email Notifications.................................................................................................................................................................15

Using AppExchange Checkout............................................................................................................17

AppExchange Checkout FAQ.............................................................................................................18Can I have multiple listings for one application?.....................................................................................................................18Can I use my existing credit card processing system with Checkout and Recurly?.................................................................18Do you support pricing that is not per user per month, for example, $5,000 per year per Salesforce instance?.......................18Does a license automatically become inactive if a credit card is declined?...............................................................................19Does Checkout replace the LMA? Will the LMA still control license status or are licenses active for any purchase made

through Checkout?............................................................................................................................................................19Does Checkout support purchases in multiple currencies?......................................................................................................19Does the revenue share apply to non-Checkout processed transactions?.................................................................................19How does billing work when customers add/remove licenses during the month?...................................................................20How does Checkout affect existing processes, such as lead management, Trialforce, and trial licenses? For example, how

will Checkout signup interact with lead processing?..........................................................................................................20How should I handle invoices for my customers?....................................................................................................................20If an Admin installs the app, can someone else in the company go to their AppExchange account to Buy Now?..................20If a charge is declined, is there a grace period before the license is disabled in LMA?............................................................20Is there a minimum revenue share? For example, if the 15% falls below $1.00, is the revenue share still 15%?......................21

Working with AppExchange Leads.....................................................................................................22How do I receive leads from the AppExchange?.....................................................................................................................22Can I receive leads for only my primary AppExchange solution and not for my other listings?..............................................22How will I know this lead came from the AppExchange?......................................................................................................22

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Table of Contents

What do the lead source codes from my listing mean?............................................................................................................22Can Salesforce de-duplicate leads before they are sent to me?................................................................................................23How can I see more information in the lead record?...............................................................................................................23What's the difference between the leads and license records my listing generates?.................................................................24What happens to my listing if I chose not to receive any AppExchange leads?......................................................................24

Analytics Reports for Publishers.........................................................................................................25Installs (Get It Now) Report...................................................................................................................................................26Leads Report...........................................................................................................................................................................26Resources & Promotions Report.............................................................................................................................................27Test Drives, Demos & Screenshots Report.............................................................................................................................27Learn Mores, Videos & Screenshots Report...........................................................................................................................28

AppExchange FAQ............................................................................................................................29Can I add more industries?......................................................................................................................................................29Can I add more languages?......................................................................................................................................................29Can I associate my partner account with more than one provider profile (organization)?.......................................................30Can I change my company name?...........................................................................................................................................30Can I create my app on a Salesforce sandbox and upload it to the AppExchange?.................................................................30Can I edit a review?.................................................................................................................................................................30Can I keep the same listing but change the package it provides?............................................................................................30How do I get an API token for my app?.................................................................................................................................31Can I update my app with a new version (patch)?...................................................................................................................31How do customers find my listing?.........................................................................................................................................31How do I edit a package after I've created a listing?................................................................................................................32How do I increase my listing's popularity?..............................................................................................................................32How do I offer a free trial of my app?.....................................................................................................................................33How do I see listings that were removed by Salesforce?..........................................................................................................33How do I upgrade my customers to a new version of my app?................................................................................................33What do the icons on my listing represent?.............................................................................................................................33What is an APO?....................................................................................................................................................................34What's the difference between a free trial and test drive?........................................................................................................35Where can I share my ideas?...................................................................................................................................................35Where can I upload testimonials?............................................................................................................................................35Where can I write a review?....................................................................................................................................................35Why am I getting an error when I request a security review?..................................................................................................35

AppExchange Glossary.......................................................................................................................37

Index.................................................................................................................................................40

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Selling on the AppExchangeWelcome to the AppExchange, your complete marketplace for cloud computing applications and consulting partners. Beforeyou can make your own app or service publicly available to potential customers (also known as publishing a listing), you mustbe a salesforce.com partner. If you're not a partner, visit http://www.salesforce.com/partners to learn more.

Before You Get StartedIf you’ll be publishing apps on the AppExchange, install the free License Management App (LMA) app. With the LMA youcan automatically receive notification every time your package (app) is installed or uninstalled, thus letting you track users andeasily notify them of any upgrades you publish.

Tip: If you're looking for instructions on how to install an app in your Salesforce organization, refer to the ApplicationInstallation Guide.

See Also:Publishing Your App or ServiceAppExchange FAQ

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Selling on the AppExchange

http://www.salesforce.com/partners

http://na1.salesforce.com/help/doc/en/salesforce_appexchange_install_guide.pdf

http://na1.salesforce.com/help/doc/en/salesforce_appexchange_install_guide.pdf

Managing Your Salesforce OrganizationsDecide how you want to structure your salesforce.com organizations. All your app and service listings must be published undera single salesforce.com organization, known as your master AppExchange Publishing Organization (APO). The APO, whichin most cases is the same organization you use to manage your licenses, is where you'll manage all your AppExchange publishing.It provides the profile details that customers see when browsing your listings. The Developer Edition organizations whereyou create and upload your app should be linked to the APO as child organizations. This lets you log into the APO to manageall the packages (apps) and trial templates (sample versions of your app) that your listings provide regardless of which organizationyou used to create the apps.

As a salesforce.com partner, you have one APO and as many linked organizations as you need. We recommend using thesame organization as your APO and your License Management Organization (LMO). This consolidation lets you keep trackof the leads your listing generates as well as the customers who install your app in one place.

To manage your organizations, click the Publishing tab on the AppExchange and log in. Follow the Your Organizationslink. On this page you can:

• Click Change My AppExchange Publishing Organization and enter the credentials for the organization you want todesignate as your APO. If you already have an APO designated, this moves that organization and all its linked organizationsto the new APO. You can only change your APO if you don't have any public listings on the AppExchange. If you'vealready published a listing, you must log a case with Salesforce Customer Support to change the APO. Note that theDeveloper edition organization where you create apps should not be your APO; it should be linked to your APO

• View a list of your linked organizations if you are logged into your APO.

• View your APO information if you are logged into a linked organization.

• Click Link New Organization if you are logged into your APO and enter the credentials for the organization you'd liketo add.

The linked organization list provides the following information.

DescriptionField

The linked organization's nameOrganization

The linked organization's IDID

The linked organization's editionSalesforce Edition

The number of packages uploaded from the linkedorganization

Packages

The number of trial templates uploaded from the linkedorganization

Trial Templates

The date the organization was linked to the APO.Linked On

See Also:Publishing Your App or ServiceCan I keep the same listing but change the package it provides?

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Managing Your Salesforce Organizations

Publishing Your App or ServiceTo make your app or consulting service available on the AppExchange, you must create a listing:

1. Log into your AppExchange Publishing Organization (APO) or the organization you will designate as your APO onceyou log in.

2. Create a provider profile.3. Create a new listing.4. If your listing is an app instead of a service, submit the app's package for security review.5. After your app is approved, click Make Public to make your listing available to the AppExchange community. Public

consulting services do not need a review.

See Also:Selling on the AppExchangeCreating or Editing Your Provider ProfileCreating or Editing a ListingSubmitting Your Listing for ApprovalManaging Your Salesforce OrganizationsRegistering Your Package and Choosing License Settings

Creating or Editing Your Provider ProfileThe provider profile that you create for your APO includes the information about your company that you want to make visibleto customers. People browsing your listings see the profile information on the Provider tab. You can also create a providerprofile for your linked organizations, though this profile will not be public. Currently you can list one service per providerprofile.

To edit the profile, make sure you're logged in using the credentials of the target organization and click Your Provider Profilein the top-left corner of the Publishing page. You can provide the following information:

DescriptionField

Your company's name. This is the only required field.Provider Name

Your company's website URL.Website

Your company's contact email.Email

Your company's contact phone.Phone

Your company's complete headquarters' address, includingcity, state (if applicable), and country.

Headquarters

The year your company was founded.Year Founded

The number of employees in your company.Employees

A brief paragraph or two about your company.Description

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Publishing Your App or Service

DescriptionField

Your company's Salesforce.com partner account. This field isrequired to list your app or service publicly on the

Salesforce.com Partnership

AppExchange. Click Change Partnership to create a linkbetween your partner portal account and your AppExchangeprovider profile. This enables your certification, project,customer satisfaction, and partner-level information to appearon the AppExchange.

Important: Because you can only link yourSalesforce.com partner portal account once, ensureyou link it to your APO.

Your company's logo. Enter a file location or click Browse...and navigate to your logo.

Logo

See Also:Can I associate my partner account with more than one provider profile (organization)?

Creating or Editing a ListingListings are your primary marketing tool for promoting your app or consulting service on the AppExchange. The moreinformation you add to your listing, the more likely it is that users can find it. Create one listing for each app or consultingservice. Edit the following tabs, which correspond to the tabs users see when viewing your listing.

• The Basic tab for apps and consulting services

• The Offering tab for apps

• The Pricing tab for apps

• The Specs tab for apps

• The Support tab for apps

• The Experience tab for consulting services

• The Uploaded Content tab for apps and consulting services

• The Leads tab for apps and consulting services

See Also:AppExchange FAQPublishing Your App or Service

Basic Tab

The Basic tab includes information that helps customers find and evaluate your listing.

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DescriptionField

(Required) Your listing's name.Listing Title

(Required) A short phrase that describes your listing.Tag Line

(Required) The categories customers can use to browse foryour listing. If your listing is an app, the categories are assigned

Categories

by salesforce.com shortly after your listing is made public. Thisensures your app has the best chance of being found bypotential customers. To change the categories for an app, youmust log a case in the Partner Portal.

(Required) Business/Marketing Email–The email addresswhere salesforce.com can contact you about business ormarketing related information.

Contact Information (Private tosalesforce.com)

(Required) Technical Email–The email address wheresalesforce.com can contact you about technical or securityrelated information.

(Required) Reviews Email–The email address where youwould like to receive email notifications related to reviews andcomments on your listing.

The above email addresses are not shared with customers.

Email–Your company's contact email for prospects.Contact Information (Public)

Phone–Your company's contact phone for prospects.

Website–Your company's website URL.

(Required) A summary of your listing. The maximum numberof characters permitted is 255.

Brief Description

Key features regarding your listing.Highlights

A detailed description of your listing. The maximum numberof characters permitted is 1200.

Full Description

See Also:Creating or Editing a Listing

Offering Tab (Applications)

The Offering tab is where you decide how customers can install your app.

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DescriptionField

A package is the container that holds all the custom andstandard tabs and objects that make up your app. Select

What kind of application are you listing?

whether your listing uses a package or the API. If the listingincludes a package and the API, select the API option.

See Choosing the Best Installation Option.How should people install your application?

Check here if you want to allow customers to sign up for afree 30-day trial of Salesforce and your app. For details, seeHow do I offer a free trial of my app?

Enable free trial sign up of Salesforce andyour application

If your listing includes a package, click Change Packages andinclude all versions of your app. Each package version can beassociated with only one listing at a time.

Link one or more of your uploaded packagesto this listing

Select the version that you want customers to install.Information from this version is shown in the Specs tab on

Select the latest version of your application

your listing. Each package version can be associated with onlyone listing at a time.

If you're allowing a free trial, you must associate at least onetrial template.

Link one or more of your trial templates tothis listing

Select the template that customers will receive when signinginto your free trial. For more information about trial templatessee How do I offer a free trial of my app?

Select the sign-up trial template

Check here if you want to give Salesforce users a chance totest drive a read-only version of your app. See Associating aTest Drive with Your Listing.

Test Drive

See Also:How do I offer a free trial of my app?What's the difference between a free trial and test drive?

Choosing the Best Installation Option

The easier it is for people to install and try your app, the more likely it is they will convert into your paying customers. On theAppExchange, potential customers click Get It Now on your app listing and then answer some simple questions to guidethem through installation. The flow depends on how you answer the How should people install your applicationquestion when creating your listing.

ConsiderationsOption

If your application is a package, this is generally the simplestinstallation experience. It allows people to install your app into

Install it directly from the AppExchange

their Salesforce sandbox or production environment through

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ConsiderationsOption

the AppExchange installation sequence without any assistancefrom you.

If your application is a downloadable client or needs additionalinformation to be installed, this is the best option for you.

Install it directly from your company’swebsite

After users click the Get It Now button on your app listingand agree to the terms and conditions, they are directed toyour website to complete the installation process. Make sureyour website has clear instructions on how to download yourapp and do any required setup or configuration. If yourapplication cannot be installed without your help, do notchoose this option.

If your installation or selection process requires your assistance,this is the only option. After agreeing to terms and conditions,

Contact your company so you can help theminstall it

your customer is told you'll be in touch shortly to help withinstallation. Make sure your company has the resources toassist all potential customers.

This option provides a 30-day free trial of Salesforce and yourapplication. For requirements, see How do I offer a free trialof my app?

Enable free trial sign up of Salesforce andyour application

See Also:How do I offer a free trial of my app?What's the difference between a free trial and test drive?

Associating a Test Drive with Your Listing

You can give other Salesforce users a chance to test drive a read-only version of your app in a Developer Edition organization.This organization, which includes any sample data you choose, is as safe and secure as any other Salesforce environment. Testdrives count toward your popularity ranking.

To associate a test drive with your listing:

1. When creating or editing your listing, on the Offering tab click Create Test Drive.2. Enter a title.3. Select the package. It will be installed in a new Developer Edition organization.4. Click Submit. Salesforce sends information about the new Developer edition organization to your Salesforce user email

address.5. Once you receive login information, log in as the administrator to the new organization and create sample data or other

setup tasks.6. Once the organization is ready, go back to the AppExchange Publishing page.7. Click Edit on the target listing.8. On the Offering tab, click Change Organization to specify the new Developer edition organization.

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9. Enter the evaluation user's login and password that was sent to you with the administrator credentials. (The evaluationuser's password cannot end with #).The evaluation user has read-only permissions.

10. Click OK.

Once your listing is published, everyone who takes the test drive is logged in as the same evaluation user.

See Also:What's the difference between a free trial and test drive?How do I increase my listing's popularity?

Pricing Tab

Use the Pricing tab to specify pricing information for your app. You can also sign up for Checkout, a service that lets yourcustomers pay for your applications directly on the AppExchange. For more information, see Using AppExchange Checkout.

DescriptionField

(Required) Specify if your application is free or paid, and ifyou offer discounts for non-profits/NGOs.

Describe the basic pricing for thisapplication

Note: Some of the fields below are only relevant forpaid apps and won’t appear if you specify your app isfree.

Specify if you want to manage payment and billing usingCheckout or on your own.

How do you want to bill for and manage thisapplication?

Specify how you want to collect payment information: beforecustomers install your app or after they start a free trial.

When do you want to collect paymentinformation?

Note: This field only appears if you’ve signed up forCheckout and are going to use it for this listing.

Charge

The price per unit for your app. Specify both the amountand currency.

List Price

Units

The unit on which pricing depends, such as user orcompany. If you’re not using Checkout, you can alsospecify custom units.

Frequency

The billing frequency. This can be monthly or one-time.If you’re not using Checkout, you also have the optionfor yearly pricing.

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DescriptionField

Free Trial

The number of days a free trial is valid. This option isonly available when using Checkout and when you chooseto collect payment information before install.

Any additional information about pricing you want tocommunicate to customers. This can be up to 255 characters

Additional Details

and can include links, for example, to a complete pricing sheeton your website.

See Also:Using AppExchange CheckoutAppExchange Checkout FAQ

Experience Tab

When editing a service, on the Experience tab provide the region, language, and partnership information for your listing.

DescriptionField

The locations where you provide your service. You can add orchange regions.

Geographic Focus

The languages in which you provide your service. You can addor change languages.

Languages Spoken

This information is linked to your partner portal. To updateyour partnership, click Go to Your Provider Profile toManage this Link.

Certifications, Projects, and CustomerSatisfaction


Specs Tab

Use the Specs tab to enter the following information about your app.

DescriptionField

(Required) The Salesforce editions that are compatible withyour app. You can add or change editions.

Salesforce Editions

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DescriptionField

(Required) The languages your app supports. You can add orchange languages.

Supported Languages

The requirements for your app. For example, you might listoperating system, browser versions, or other software requiredfor the app to function correctly.

System Requirements


Support Tab

The Support tab provides the customer service information you want to give customers.

DescriptionField

Indicate whether or not your app is supported. If your app issupported, enter the requested support information. If it isnot, you only need to enter a terms and condition agreement.

Supported or No Support

Your company's support phone. Indicate if phone supportrequires an additional charge.

Phone Number

Your company's support email. Indicate whether email supportrequires an additional charge.

Email

Your company's online chat address. Indicate whether onlinesupport requires an additional charge.

Online Chat URL

Your company's knowledge base address. Indicate whetherknowledge-base access requires an additional charge.

Knowledge Base URL

Indicate whether your support is available 24 hours a day,seven days a week.

Support Available 24 hrs × 7 days

Indicate whether you offer a premium support package.Premium Support Available

Indicate whether you offer a service-level agreement.Service Level Agreement

Enter detailed information about your support features.Support Details

Enter the terms and conditions your customers must reviewand agree to before installing your app. If your terms and

Terms & Conditions

conditions are longer than 32,000 characters, enter an

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DescriptionField

abbreviated agreement and refer to your website for yourcomplete terms and conditions.


Uploaded Content Tab

On the Uploaded Content tab you can add or remove files for your listing such as a logos, banners, and videos.

DescriptionField

Upload your listing's logos. Your logos show up in many placeson the AppExchange, including on your listing, in search

Logo

results, and on the home page. Check out our guidelines forcreating a great logo. As long as your listing is private, if youdo not upload listing logos, AppExchange displays defaultlogos. To make your listing public, you must upload small,tile, and high resolution logos, as described below.• Small Logo–Upload a PNG file up to 100 KB. The logo

must be exactly 60 × 60 pixels.• Tile Logo–Upload a PNG file up to 300 KB. The logo

must be exactly 280 × 205 pixels.• High Resolution Logo–Upload a high-resolution PNG

file, with a transparent background, up to 10 MB. Thislogo is for marketing purposes only and is not used on thesite.

Effects like shadows are automatically applied, so you don’tneed to include them in your logo.

Upload a banner for your listing. This banner is shown onyour listing, summary page. You can upload a PNG file up to1 MB. The image should be exactly 1200 × 300 pixels.

Banner

Provide a video about your listing. You have two options.Video

• Specify a URL to view a video in a new page. This takesthe customer away from your listing page, but enables youto generate leads.

• Embed a YouTube video in the same page. This providesan integrated experience for the customer, but doesn’tenable you to generate leads. You will need to specify acaption for the video.

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DescriptionField

Upload up to eight images of your listing. There is norestriction on the size of the image. Files must be PNG andup to 1 MB.

Images

Upload up to six whitepapers, testimonials, case studies, datasheets, webinars, customization guides, or other resources that

Resources

can be hosted on the AppExchange or elsewhere. Resourcescan be PDF files up to 10 MB.


Logo Guidelines

Logos are more than mere decorations. A great logo communicates to your customers that they can trust your app or servicebecause you have taken the time to invest in your brand. It also conveys key attributes about your offering.

Tips for creating a great logo:

1. Hire a designer or leverage a crowd-sourced logo service—you can find these online and set the price you wish to pay foryour logo.

2. Don't just use your company logo—giving your app or service its own logo and name provides a platform for expandingyour offering.

3. Use imagery people recognize—you want people to get it right away, not spend time deciphering obscure references.4. Keep it simple—avoid photos, wordiness, and complex imagery.5. Spend time looking at your competitors and at popular apps in the consumer space—leverage the market for inspiration.6. Test your logo in different contexts—on white backgrounds, black, and next to your company logo.

Leads Tab

On the Leads tab, you can specify the scenarios that generate leads from your listing.

DescriptionField

For app listings, a lead is sent when a customer installs yourapp. You must select this option if you require customers tocontact you for installation info.

Send me leads on install

For app listings, a lead is sent when a customer test drives yourapp.

Send me leads on test drive

For app listings, a lead is sent when a customer views yourdemonstration.

Send me leads on demo

For app listings, a lead is sent when a customer signs up for afree trial.

Send me leads on free trial sign up

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DescriptionField

For service listings, a lead is sent when a customer clicks LearnMore on your listing.

Send me leads on learn more

For service listings, a lead is sent when a customer views yourvideo.

Send me leads on video

If you want to associate the leads your listing generates witha campaign, enter a campaign ID. Campaigns IDs start with701 and contain 15 characters.

Campaign (optional)

Click Change Organization to specify the Salesforceorganization where you want to send leads for this listing. Theorganization must have Web-To-Lead enabled.

Send Leads To

See Also:Working with AppExchange Leads

Submitting Your Listing for ApprovalOnly publicly listed apps are searchable on the AppExchange. To list your app or provide a trial template publicly on theAppExchange, it must pass the AppExchange Security Review. This review ensures that your app or trial template is safe forcustomers to install. As a provider, you are obligated to update your security review information whenever your app or trialtemplate changes.

Note: The information provided in this review is available to all AppExchange customers.

To start the review for a packaged app, follow these steps:

1. Click Start Review in the package's Security Review column on the Publishing home page or click Start Review on theOffering tab when editing the listing.

2. Select whether you charge for your application or if your application is free. Free applications must complete the review,but the review fee is waived.

3. If you charge for your application, Partner Operations will email you information within two business days on how to payfor the review. This is an annual payment.

4. Indicate if your application integrates with any web services outside of Force.com, including your own servers.5. If your application integrates with other web services, list all of them in the Webservices Used box. You can enter up

to 1000 characters.6. If your application integrates with other web services, select how your application authenticates with those services. Enter

any helpful comments in the box provided. You can enter up to 1000 characters.7. Indicate if your application stores salesforce.com user credentials outside of Force.com.8. Indicate if your application stores salesforce.com customer data outside of Force.com.9. If your application stores salesforce.com customer data outside of Force.com, list all salesforce.com objects accessed in the

Objects Accessed box. You can enter up to 255 characters.

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http://wiki.developerforce.com/index.php/Security_Review

10. Indicate if your application requires that customers install any client components, such as software or plug-ins.11. If your application requires client components, enter the details in the Requirements box. You can enter up to 1000

characters.12. Click Start Security Review to start the AppExchange Security Review. To discard your changes and return to the previous

page, click Cancel.

Important: You are contractually required to keep this information current. For example, if you upgrade yourapp to use a new web service, you must edit the information in your security review submission. To edit yoursubmission information, click Edit Review on the Offering tab when editing the listing. Apps are reviewed againperiodically.

Once you click “start review,” a member of the partner operations team will email you the next steps within two business days.

To provide a free trial of your app and Salesforce, both your app (package) and its trial template must receive a security review.To start the review process for a trial template:

1. Ensure all packages included in the trial template have passed the AppExchange Security Review. There is no additionalcost for the trial template security review.

2. Click Start Review in the trial template's Security Review column on the Publishing home page.3. Click Sign Up Using Trial Template.4. Enter the desired username and email for your new organization.

Note: Your new credentials (username and password) are sent to this email.

5. Click Submit.6. Once you receive a sign-up email with your user credentials, log into that organization and set the permanent password.7. Return to the AppExchange and your template's Security Review page by clicking Start Review in the trial template's

Security Review column on the Publishing home page.8. Click Change Organization.9. Enter your username and password for your new trial organization.10. Click Start Security Review or click Cancel to discard your changes and return to the previous page. The trial template

security review takes a few days, and the review team will contact you with questions.

See Also:Publishing Your App or Service

Registering Your Package and Choosing License SettingsIf you register your app's package you'll receive a license record each time a customer installs your app. Licenses let you trackwho is using your app and for how long. The following conditions must apply to your listing before you can register yourpackage:

• Your app is a managed package.

• You have installed the License Management App (LMA). The organization where you install the LMA is called yourLicense Management Organization (LMO). Usually, your LMA and your APO are the same organization.

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Register your package and choose the default license settings:

1. On the Publishing home page, click Manage Licenses next to the uploaded, managed package.2. On the Register Your Uploaded Package page, click Register. If the package has never been associated with an LMO,

select one. If a previous version of the package was registered, the settings from that version automatically appear. You canedit these existing settings except the LMO. An LMO can only be changed by contacting salesforce.com.

3. Select whether your default license is Free Trial or Active. If your license is no charge, select Active.4. If you selected a free-trial license, enter the length in number of whole days, up to 90. If you selected an active license,

enter the license length in number of whole days. If your license is free or does not expire, select License does notexpire.

5. Enter the number of seats associated with your default license, or select License is site-wide to offer the license to all usersin the installer's organization.

6. Click Save.

See Also:What's the difference between the leads and license records my listing generates?

Email Notifications

Installation Notification EmailsAn email notification is sent to your app subscribers 30 days after their initial installation. The notification thanks users forinstalling the app and encourages them to share their experiences with others by writing a review. A notification is sent onlywhen the following conditions are true:

• A valid email address exists for that user.• A notification has not yet been sent to the same user.• The user has not yet posted a review.

Review Notification EmailsWhen users post reviews and comments on your app and your consulting partner listings, email notifications are sent tointerested parties. There are several types of email notifications that depend upon the user’s role in the conversation (provider,author, or commenter).

DetailsSent toType of EmailNotification

Sent only if you have specified an email address in the Reviews Email fieldon your Edit Listing > Basic tab.

You, the providerNew Review on YourListing

Sent only if someone other than the review author comments on the reviewand if the author has opted to receive email notifications on their profile.

The review authorNew Comment onYour Review

If the author replies to the notification, the reply is posted as a newcomment on the review.

Sent to people who have commented on a review, are not the review authoror the author of this comment, and have opted to receive email notifications

The people whocommented on thereview

Also Commented onthe Review

on their profiles. At most one email notification is sent to each commenter

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DetailsSent toType of EmailNotification

for each new comment. If the person replies to the notification, the replyis automatically posted as a new comment on the review.

Sent whenever someone writes a new comment on a review of your listing.The notification is sent only if you have specified an email address in theReviews Email field on your Edit Listing > Basic tab.

You, the providerNew Comment on theReview of Your Listing

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Using AppExchange CheckoutCheckout is a service from salesforce.com and Recurly that lets your customers pay for your applications directly on theAppExchange. The service bills your customers' credit cards automatically and deposits money into your account. If access toyour app is sold as a subscription, the service will bill your customers on a periodic basis.

Checkout gives you seamless access to Recurly’s no-touch recurring billing and subscription management, including initialpayment, add-on, reduction, cancellation, and automatic renewal. It also automatically updates licenses in the LicenseManagement Application (LMA). Checkout makes it easier for customers to pay for your app while saving you the pain ofmanaging recurring billing and licenses.

To sign up for Checkout:

1. Click the Publishing tab on AppExchange.2. Click Edit Listing for your app.3. Click the Pricing tab on the Listing page.4. Click Sign up for Checkout.5. An overlay appears that explains the service and verifies that you’re using your AppExchange Publishing Organization

(APO) and that you’ve linked your partner account to your AppExchange provider profile. Click Sign Up to continue.6. An overlay appears with terms and conditions from Recurly and from salesforce.com. Accept the terms to continue.7. A message appears confirming that you’ve signed up for Checkout. Finish specifying the pricing information in the Pricing

tab for your app.

This completes the Checkout signup process. To make Checkout live on your listing, you’ll need to register with Recurly. Youcan do this by clicking the Go to Recurly link that appears in the warning message informing you of this last step. In Recurly,you’ll need to:

1. Specify your payment gateway and merchant bank account information.2. Provide a credit card that will be used to bill you on a monthly basis. The amount charged is 15% of your revenues billed

through AppExchange Checkout.3. Activate the service by going live.

For more information on these tasks, visit http://appexchange-docs.recurly.com.

Once you’ve activated Checkout, all customers who buy your app on the AppExchange will be asked to provide their creditcard information. If they proceed to install your app, they will be charged according to the payment details you’ve specified.

See Also:AppExchange Checkout FAQ

17

Using AppExchange Checkout

http://www.recurly.com

http://appexchange-docs.recurly.com

AppExchange Checkout FAQThis section contains an alphabetical list of frequently asked questions about AppExchange Checkout.

• Can I have multiple listings for one application?

• Can I use my existing credit card processing system with Checkout and Recurly?

• Do you support pricing that is not per user per month, for example, a price of $5,000 per year per Salesforce instance?

• Does a license automatically become inactive if a credit card is declined?

• Does Checkout replace the LMA? Will the LMA still control license status (Active/Trial) or are licenses active for anypurchase made through Checkout?

• Does Checkout support payment in multiple currencies?

• Does the revenue share apply to non-Checkout processed transactions?

• How does billing work when customers add/remove licenses during the month?

• How does Checkout affect existing processes, such as lead management, Trialforce and trial licenses? For example, howwill Checkout signup interact with lead processing?

• How should I handle invoices for my customers?

• If a charge is declined, is there a grace period before the license is disabled in the LMA?

• If an Admin installs the app, can someone else in the company go to their AppExchange account to Buy Now?

• Is there a minimum revenue share? For example, if the 15% falls below $1.00, is the revenue share still 15%?

See Also:Using AppExchange Checkout

Can I have multiple listings for one application?You can have two listings, but only if you have two separate packages. A package can only be associated with one listing.

Can I use my existing credit card processing system with Checkout andRecurly?

Recurly supports a limited number of non-Recurly Gateways. For details, seehttp://appexchange-docs.recurly.com/payment-gateways/additional.

Do you support pricing that is not per user per month, for example, $5,000per year per Salesforce instance?

Not at this time. The pricing options currently available are:

• per user per month

18

AppExchange Checkout FAQ

http://appexchange-docs.recurly.com/payment-gateways/additional

• per company per month

• per user one-time

• per company one-time

Does a license automatically become inactive if a credit card is declined?If a credit card is declined, Recurly attempts to complete the charge by requesting updated payment information from thesubscriber. If that process fails, Recurly can either cancel the subscription or keep it active. You can specify the behavior inyour Recurly account settings.

Does Checkout replace the LMA? Will the LMA still control license statusor are licenses active for any purchase made through Checkout?

Checkout does not replace the LMA. Checkout works with the LMA to control whether an app is active or inactive, as wellas how many licenses an organization has. Checkout automatically creates and updates license records in the LMA, as necessary.You cannot directly edit the license records created by Checkout. To change any of these records, first update the correspondingsubscription information in Recurly. Checkout will then automatically update the records in the LMA

Does Checkout support purchases in multiple currencies?Checkout can accept payment in any currency supported by your payment gateway. When you first sign up for Recurly, adefault payment currency is chosen based on your country (for example, USD if you’re in the United States). You can enableany other currency approved by your payment gateway by editing your Recurly account settings. You can then specify thatcurrency in the Charge field of the Pricing tab for your app’s listing. When customers purchase your app, Checkout chargesthem in this currency and deposits money in this currency into your merchant bank account.

Note: At this time, you can only select one value for the currency. You can’t list your app multiple times to offer itin multiple currencies.

Does the revenue share apply to non-Checkout processed transactions?The revenue share applies only to Checkout transactions, that is, any charges in your Recurly account linked to yourAppExchange Publishing Organization (APO).

19


How does billing work when customers add/remove licenses during themonth?

Licenses added or removed part way through a month are charged a prorated amount for that month.

How does Checkout affect existing processes, such as lead management,Trialforce, and trial licenses? For example, how will Checkout signupinteract with lead processing?

Checkout doesn’t affect the way leads are sent to you, nor does it affect Trialforce configuration. However, it does change theway AppExchange trial licenses are managed. When a customer signs up for a trial using Checkout, the checkout trial user islisted as Active in the LMA.

How should I handle invoices for my customers?Recurly sends invoices to customers automatically. Customers can also view these invoices directly on the AppExchange. Youonly need to create invoices for customers that don’t purchase via Checkout.

If an Admin installs the app, can someone else in the company go to theirAppExchange account to Buy Now?

Any user who has permissions to install apps can complete the Buy Now actions, provided they also have the “Manage Billing”permission. This is the same permission required to view the My Account page or to purchase apps using Checkout insidethe Salesforce app.

If a charge is declined, is there a grace period before the license is disabledin LMA?

Yes. By default, the grace period is 10 days and the customer receives two email notifications before the license is disabled.You can change the default behavior by editing your Recurly account settings.

20


Is there a minimum revenue share? For example, if the 15% falls below$1.00, is the revenue share still 15%?

There is no minimum charge for apps sold via Checkout. The revenue share is always 15%, even if that falls below $1.00.

21


Working with AppExchange LeadsAppExchange collects contact information when people take various actions on a provider’s app or consulting service listing.This contact information is sent to a Salesforce organization of the provider’s choice in the form of a lead. Providers can choosewhich actions capture leads. The following actions can be configured to capture leads:

• Confirm installation (apps only)

• Take a test drive (apps only)

• Watch a demo/video

• Sign up for a free trial of the provider’s app and Salesforce (apps only)

• Click Learn More (consulting services only)

How do I receive leads from the AppExchange?To receive leads from AppExchange, edit your AppExchange listing and click the Leads tab. Specify the actions you want toreceive leads for and the Salesforce organization to send the leads to. This organization must have Web-To-Lead enabled andshould be a standard Salesforce organization or the provider’s CRM for ISVs Organization, not a Developer Edition organization.Salesforce.com Partners can log a case in the Salesforce.com Partner Portal to get a CRM for ISVs Organization. In addition,providers can optionally specify a campaign ID for each action for which they want to receive leads. The leads created will beautomatically associated with the correct campaign in the provider’s Salesforce organization.

Can I receive leads for only my primary AppExchange solution and notfor my other listings?

Each listing is separately enabled for lead collection. If you do not wish to collect leads for a particular listing, do not specifyan organization to receive leads on the Leads tab.

How will I know this lead came from the AppExchange?The lead source codes give you information about how the lead was created and can help you determine how to proceed. Thelead source code always takes the form of SFDC-XX|Listing Name or SFDC-dup-XX|Listing Name. If the source codecontains -dup-, then AppExchange already sent you a lead for this user, listing, or action within the last 180 days. The XXidentifies the action the user took to generate the lead.

What do the lead source codes from my listing mean?The lead source codes give you information about how the lead was created and can help you determine how to proceed. Thelead source code always takes the form of SFDC-XX|Listing Name or SFDC-dup-XX|Listing Name. If the source code

22

Working with AppExchange Leads

https://sites.secure.force.com/partners/PP2PartnerLoginPage

contains -dup-, then AppExchange already sent you a lead for this user, listing, or action within the last 180 days. The XXidentifies the action the user took to generate the lead.

Here's a table of the action codes and what they mean.

DescriptionLead Source Code

The user started the install process for your application byclicking Get It Now on your listing, agreeing to the terms and

IN

conditions, and clicking the final install button on theconfirmation page. The user might not have completed theinstallation or might have uninstalled your application. Usethe License Management Application (LMA) to track whohas your application installed.

The user watched some or all of your demo.DM

The user clicked Learn More on your service listing. Note:App listings that previously had Learn More buttons now

LM

have Get It Now buttons and receive lead source codes withIN actions.

The user clicked Get It Now on your listing and chose to starta new 30-day free trial of Salesforce and your application.These users might be preexisting salesforce.com customers.

TS

The user took your test drive by clicking Test Drive on yourlisting.

TD

Can Salesforce de-duplicate leads before they are sent to me?A majority of the partners we polled requested that we send them all the leads. We designate duplicate AppExchange leadsas follows: SFDC-dup-XX|Listing Name.

If the source code contains -dup-, then AppExchange already sent you a lead for this user, listing, or action within the last180 days. For example, SFDC-dup-DM|VerticalResponse for AppExchange indicates a duplicate lead from a userwho clicked to view the demo video on the VerticalResponse for AppExchange listing.

How can I see more information in the lead record?At this time, providers can’t modify the lead form that customers are asked to fill out when they view a demo, access the testdrive, install an app, or click to Learn More. Please indicate any improvements you wish to see on the IdeaExchange.

23


http://ideas.salesforce.com

What's the difference between the leads and license records my listinggenerates?

Everyone who publishes a listing on the AppExchange receives leads, and you can choose which scenarios generate leads. Ifyou have the License Management App (LMA) installed, you can configure default license settings so that every time acustomer installs your app you receive a license record in the organization where you installed the LMA. Leads and licenserecords are completely independent of one another.

See Also:Selling on the AppExchangeLeads TabRegistering Your Package and Choosing License Settings

What happens to my listing if I chose not to receive any AppExchangeleads?

If providers don’t select any scenarios for which they wish to collect leads, users aren’t prompted to fill out the lead sign upform and no leads are sent. Regardless of the lead settings, users can still view the demo, take a test drive, click on Learn More,and install the app.

24


Analytics Reports for PublishersThe AppExchange analytics reports show you how your public app or consulting partner listing is performing. These reportsprovide metrics for the number of installations and other user activities on your listing over time. With this information, youcan identify areas that may require refinements or clarifications in order to attract and engage users and ultimately increaseyour installation counts. Access the reports by logging in to AppExchange Publishing and clicking on the Reports linkassociated with your public listing. Reports aren’t available for private listings.

Report TypesFor an app listing, the available reports are:

• Installs (Get It Now)• Leads• Resources & Promotions• Test Drives, Demos & Screenshots

For a consulting partner listing, the available reports are:

• Leads• Learn Mores, Videos & Screenshots

Report AttributesAll of the reports share these common attributes.

Listing NameThe title of the listing shown at the top of every report.

Back to Publishing Home linkReturns you to the Publishing Home page.

Show MenuAllows you to choose from one of the available reports. The reports are sorted alphabetically.

Date Range MenuAllows you to choose from one of the available date ranges, which include Last 30 Days, Last 60 Days, Last 90 Days,Last 120 Days and Last 180 Days. Last 30 Days is selected by default.

Metrics

MetricsReport

Get it Now, Installs, Click-to-Install RatioInstalls (Get It Now)

Unique Leads, Duplicate Leads, Total LeadsLeads

Case Studies, Data Sheets, Promotions, CustomerTestimonials, Webinars, Customization Guides,Whitepapers

Resources & Promotions

Test Drives, Demos, ScreenshotsTest Drives, Demos & Screenshots

Learn Mores, Videos, ScreenshotsLearn Mores, Videos & Screenshots

25

Analytics Reports for Publishers

Line GraphShows one or more lines for each of the metrics you’ve selected for display. Select the checkboxes beneath the graph forthe metrics you want to see. By default, all metrics are included in the graph. The reports show metrics over time groupedby created date. When you click the graph, the date and selected metrics for that date display. Next to each metric, thetotal number of items in the metric over the selected date range displays regardless of whether you have chosen to includethe graph of that metric.

TableEach report includes a table. The first column on all reports is the Date, and the rest of the columns correspond to themetrics associated with the report. The table shows 30 rows at a time. Click Next to see more data. By default, the tableis sorted by date from oldest to newest. Change the sort order by clicking the column headers. Clicking the selected sortcolumn a second time sorts the data in the opposite direction. The small triangle pointing up or down next to a columnheader indicates the sort direction and marks that column as the sort column.

Installs (Get It Now) ReportThe Installs (Get it Now) report shows how your listing is performing based on the number of installs.

The available metrics are:

• Get It Now Clicks

• Install Confirmation Clicks

• Conversion rate—The total number of install confirmation clicks divided by the total number of Get It Now clicks, shownas a percentage out to two decimal places.

The table includes:

• Date

• Get it Nows—The total number of Get It Now clicks for this listing on the date.

• Installs—The total number of Install clicks for this listing on the date.

• Click-to-Install Ratio—The total number of Install clicks for this listing on the date divided by the total number of GetIt Now clicks on the date, shown as a percentage out to two decimal places.

Leads ReportThe Leads report shows you how many leads you’ve received on your listing.


• Unique Leads—The total number of leads, not including duplicates.

• Duplicate Leads—The total number of duplicate leads. A duplicate lead is created when the same person takes the sameaction on the same listing more than once in the last 180 days.

• Total Leads—The total number of leads, including duplicates.

The table includes:

• Date

• Unique Leads

26


• Duplicate Leads

• Total Leads

Resources & Promotions ReportThe Resources & Promotions report shows you how your listing is performing based on resources and promotions.


• Case Studies—The total number of case study activities for the listing per day.

• Customer Testimonials—The total number of customer testimonial activities for the listing per day.

• Customization Guides—The total number of customization guide activities for the listing per day.

• Data Sheets—The total number of data sheet activities for the listing per day.

• Webinars—The total number of webinar activities for the listing per day.

• Whitepapers—The total number of whitepaper activities for the listing per day.

• Promotions—The total number of promotion activities for the listing per day.

The table includes:

• Date

• Case Studies

• Customer Testimonials

• Customization Guides

• Data Sheets

• Webinars

• Whitepapers

• Promotions

Test Drives, Demos & Screenshots ReportThe Test Drives, Demos & Screenshots Report shows you how your listing is performing based on evaluation activities.


• Test Drives—The total number of test drive activities for the listing per day.

• Demos—The total number of demo activities for the listing per day.

• Screenshots—The total number of screenshot activities for the listing per day.

The table includes:

• Date

• Test Drives

• Demos

• Screenshots

27


Learn Mores, Videos & Screenshots ReportThe Learn Mores, Videos & Screenshots report shows how your consulting partner listing is performing based on LearnMore, video , and screenshot activities.


• Learn Mores—The total number of learn more activities for the listing per day.

• Videos—The total number of demo activities for the listing per day.

• Screenshots—The total number of screenshot activities for the listing per day.

The table includes:

• Date

• Learn Mores

• Videos

• Screenshots

28


AppExchange FAQThis section contains an alphabetical list of frequently asked questions about selling on the AppExchange.

• Can I add more industries?

• Can I add more languages?

• Can I associate my partner account with more than one provider profile (organization)?

• Can I change my company name?

• Can I create my app on a Salesforce sandbox and upload it to the AppExchange?

• Can I edit a review?

• Can I keep the same listing but change the package it provides?

• Can I update my app with a new version (patch)?

• How do customers find my listing?

• How do I edit a package after I've created a listing?

• How do I get an API token for my app?

• How do I increase my listing's popularity?

• How do I offer a free trial of my app?

• How do I see listings that were removed by Salesforce?

• How do I upgrade my customers to a new version of my app?

• What do the icons on my listing represent?

• What is an APO?

• What's the difference between a free trial and test drive?

• Where can I share my ideas?

• Where can I upload testimonials?

• Where can I write a review?

See Also:Selling on the AppExchange

Can I add more industries?No. To prevent abuse, you can only specify two industries for each listing. If you cover more industries, mention them in thefull or brief description of your listing.

Can I add more languages?When editing a listing, you can select any language in the Languages Spoken list. If you support a language that is not onthe list, include the language in the full or brief description of your listing.

29

AppExchange FAQ

Can I associate my partner account with more than one provider profile(organization)?

Before you can make a listing public on the AppExchange, you must associate the provider profile in your AppExchangePublishing Organization (APO) with your partner account. To manage multiple Salesforce organizations under your partneraccount you can link organizations to the APO, but a partner account can only be directly associated with one provider profile.To remove the association between your partner account and an organization, log a case with Salesforce Customer Supportfrom your partner portal.

See Also:Creating or Editing Your Provider Profile

Can I change my company name?Yes, you can change your company name on your provider profile. Make sure you're logged in to the AppExchange with thecredentials for your AppExchange Publishing Organization (APO) before updating the provider profile because only theprovider profile associated with the APO is visible to people browsing your listings on the AppExchange. Remember to alsochange your company name in the salesforce.com partner portal.

Can I create my app on a Salesforce sandbox and upload it to theAppExchange?

No. Though you can use a sandbox to install and test your app, you must create and upload it using a Developer editionorganization.

Can I edit a review?You can edit reviews that you authored. You can comment on reviews that you did not write.

Can I keep the same listing but change the package it provides?Yes, you can change the managed packages that are linked to your listing. On the AppExchange home page, click the Publishingtab and log in using the credentials for your AppExchange Publishing Organization (APO). Click Your Organizations andthen Link New Organization. Add the credentials for the Developer edition organization where your new managed packagewas created. This makes all listings and packages created by your Developer edition organization visible to your APO.

30

AppExchange FAQ


How do I get an API token for my app?To get an API token for your app, so it can use the SOAP and REST APIs, it must pass the AppExchange security review.You can then log a case in the Partner Portal under the AppExchange and Services Listings > Enable SOAP/REST APIfor GE/PE Org category. You need to specify the type of token (SOAP or API) and if you are using OAuth.

Note: This feature is available to eligible partners. For more information on the Partner Program, including eligibilityrequirements, please visit us at www.salesforce.com/partners

Can I update my app with a new version (patch)?Yes, but you must submit the new app (package) for an AppExchange Security Review and register the package with yourLicense Management App (LMA).

How do customers find my listing?People look for apps and consulting services on the AppExchange in several different ways: entering search terms, browsingcategories, and searching via an external search provider such as Google. Knowing how your listing is ranked in each of thesescenarios helps you get the most visibility with potential customers.

• Most of the time, people look for apps and consulting services by searching for a term (keyword) on the AppExchangehome page. The AppExchange returns matching results and sorts them based on keyword relevance. Here are some tipson how this works:

◊ If you include a keyword anywhere in your listing, your listing will appear in the search results for that keyword.

◊ Generally, a keyword's relevance is increased by appearing earlier in the listing.

◊ Generally, a keyword's relevance is increased by appearing more than once in the listing. Note that listing a keywordmultiple times in a row will not improve the listing's ranking.

◊ When two or more keywords are searched, only listings with all keywords in the same order are returned. In addition,searches for multiple keywords will also match camel-cased words (e.g. a search for "Great App" will match "GreatApp").

◊ Listings at the top of a search are the most relevant from both a keyword perspective and a popularity perspective (i.e.,installed most frequently, etc).

• When people look for apps and consulting services by browsing categories (whether on the Home, Apps, or ConsultingServices tabs), the listings in a category are sorted based on popularity during the last 30 days. Popularity is based on all ofthe actions customers can take: installing an app, taking a test drive, watching a demo or other resources, and clicking theLearn More link. Activities that show greater commitment, such as installing an app or taking a test drive, are weightedmore heavily than activities showing less commitment, such as clicking screenshots. Note that the number of reviews andthe average rating on a listing have nothing to do with the popularity of the listing.

• People can also sort results by rating, by release date, by name, or by provider name. Search results ranked by rating aresorted first by number of stars and then by number of reviews. Therefore, a listing with one review and five stars is rankedabove a listing with 20 four-star reviews.

31

AppExchange FAQ

http://www.salesforce.com/partners

• Because the AppExchange is a public website, search engines such as Google and Bing index your listing pages and returnthem in their search results. To improve your ranking with external search providers, ensure that you cross reference yourlisting URL on your website, blog, Facebook, and Twitter pages.

See Also:How do I increase my listing's popularity?What do the icons on my listing represent?

How do I edit a package after I've created a listing?When you log into the AppExchange Publishing page using the credentials from your APO, you can view a list of all packagesuploaded to the AppExchange. From this list you can:

• Select Show only unlisted packages to see only the versions of your uploaded packages that have not yet beenlinked to a listing.

• Click Start Review to begin the AppExchange Security Review.

• Click Edit Review to make changes to your security review submission.

• For unlisted packages, click List It to create a new listing and link it to this package version automatically.

• For any listed package, click Edit Listing to edit the current listing.

• For apps in managed packages, click Manage Licenses to update license settings for this package version such as whetheryour app is free or for sale, if and when it should expire, and how many people in the installer's organization can access theapp.

How do I increase my listing's popularity?Popularity is based on customer activity on the listings. The AppExchange measures everything users do on your listing: install,learn more, test drive, demo, screenshots, white papers, data sheets and more. The AppExchange weighs them according totheir level of importance as indications of interest and filters out attempts to abuse the system.

The AppExchange recalculates popularity on a daily basis, then summarizes and evaluates results over 30 days. When youbrowse by category, you see listings sorted by their relative popularity over the last 30 days.

How customers have reviewed or rated the listing does not affect popularity; AppExchange visitors can sort by rating if they'reinterested.

Here are a few hints on improving rankings:

• Include a test drive. People like being able to try out an app and the number of test drives influence popularity. You alsoget the added benefit of being able to collect leads.

• Add images. One of the first things visitors do is click the View Screenshots button. Without screenshots, many peoplewon't look at a listing.

• Add more resources such as data sheets and white papers.

• Be up front with your pricing: If you do not have pricing on your listing, people become disinterested very quickly.

32

AppExchange FAQ

How do I offer a free trial of my app?When you're creating or editing a listing for an app, the Offering tab asks whether you want to offer a free trial of Salesforceand your application. Before you can offer the free trial, you must first request access by logging a case in your salesforce.compartner portal. After you are granted access, you will need to prepare a sample Salesforce organization that includes your appand sample data; this organization creates a trial template for customers who select the trial option. You must submit the trialtemplate for security review and associate it with your app listing before you can make it public. Click here to learn more aboutfree trials on the AppExchange.

How do I see listings that were removed by Salesforce?On the Publishing home page, click Show only delisted listings to see the private listings that were delisted bysalesforce.com, usually due to problems with their periodic security review.

How do I upgrade my customers to a new version of my app?Create a new version of your managed package and upload this version in the released state. Once you upload, you can sharethe Install URL with your existing customers so that they may upgrade. If you only need to deploy a bug fix to your customersand would like to upgrade them automatically, see “Scheduling Push Upgrades” in the Salesforce online help. You can use theLicense Management App (LMA) to find out which customers need to upgrade.

What do the icons on my listing represent?When searching listings on the AppExchange, potential customers can quickly identify features of your app or service withthe following icons.

DescriptionIcon

Signifies that your app is for sale (versus free).

Signifies that you provide support for your app.

Signifies that this app is a Native app. A Native app isprimarily built on the Force.com platform with the possibleexception of callouts to the following providers: Google,Facebook, or Amazon. Native apps provide many of the samebenefits as Salesforce CRM, which is why they are popularwith customers. To get your app designated Native, please loga case in the salesforce.com partner portal.

Identifies your salesforce.com partnership status as a registeredconsulting partner.

33

AppExchange FAQ


http://wiki.developerforce.com/page/How_to_Create_a_Trial_on_AppExchange#Abstract



DescriptionIcon

Identifies your salesforce.com partnership status as a selectconsulting partner.

Identifies your salesforce.com partnership status as a premierconsulting partner.

Identifies the number of Salesforce certified individuals inyour organization. To update your certification information,log in to the salesforce.com partner portal.

Identifies the number of completed projects your consultingcompany has registered with salesforce.com On the listingpage, the percentage of satisfied customers is shown. Thesatisfaction percentage is calculated from surveys sent fromsalesforce.com directly to your customer when you completea registered project. To update your project information, login to the salesforce.com partner portal.

See Also:How do I increase my listing's popularity?

What is an APO?All your app and service listings must be published under a single salesforce.com organization, known as your masterAppExchange Publishing Organization (APO). Think of the APO as the organization where you will do all your AppExchangemanagement. If you have a License Management Organization (LMO), we recommend using the same organization for yourLMO and your APO. This consolidation lets you keep track of customers who install your app and the leads your listinggenerates in one place. The Developer edition organization where you create apps should not be designated as your APO.

You can only change your APO if you don't have any public listings on the AppExchange. Once you've made at least onelisting public, you can only designate a different organization as your APO by logging a case with Salesforce Customer Supportfrom your partner portal.

See Also:Selling on the AppExchangeCreating or Editing Your Provider ProfileManaging Your Salesforce OrganizationsSelling on the AppExchangeManaging Your Salesforce Organizations

34

AppExchange FAQ



What's the difference between a free trial and test drive?When you're creating or editing a listing for an app, the Offering tab asks whether you want to offer a free trial of Salesforceand your application. The free trial is a non-production Salesforce organization that includes your app and sample data. If acustomer chooses to purchase the app instead of letting the trial expire, the organization becomes a production version. Werecommend giving customers the option to remove sample data by writing a data cleanup script and including a button in yourapp.

You can also choose to offer a test drive, which is a single read-only version of your app that all customers taking the test drivelog into. Like free trials, test drives are Developer edition organizations that include sample data and whatever configurationyou choose.

Where can I share my ideas?You can share your ideas on how to improve the AppExchange or salesforce.com partner programs on the salesforce.compartner portal. These ideas are only seen by salesforce.com and other partners. To share ideas more publicly, please post themon the IdeaExchange.

Where can I upload testimonials?Upload your testimonials on the Uploaded Content Tab when editing your listing.

Where can I write a review?On the listing page, click the number of reviews or Write the first. If there are already reviews, you are directed to the reviewpage where you can click Write a review. Each user can write only one review per listing.

Important: You cannot write a review for your own listing. Please review the Terms of Use for AppExchange foradditional legal information.

Why am I getting an error when I request a security review?The following errors may occur when you request a security review for your listing.

This partnership is already linked to another AppExchange Provider Profile.

This error means that your partner account is associated with a different Salesforce organization. The organizationassociated with your partner account is known as your AppExchange Publishing Organization (APO), and it is the onlyorganization from which you can publish to the AppExchange. To solve this error, link the organization(s) where you

35

AppExchange FAQ



http://ideaexchange.salesforce.com

http://appexchange.salesforce.com/userAgreement

developed your app to your APO. If you do not know which organization is your APO, log a case in the partner portalfor assistance.

To security review your application, you must be a salesforce.com partner and connect your partnership informationto your provider profile. To connect this information, please login using your master AppExchange PublishingOrganization and edit your provider profile.

Your AppExchange provider profile (that is, the provider profile associated with your APO), must be linked to yourpartner account before you can submit a listing for security review. This requirement streamlines the review processdownstream by ensuring that partners have access to the partner portal and that they've agreed to the terms and conditions.To resolve this error, log into the AppExchange Publishing page using the credentials for your APO and add your partneraccount information to your provider profile.

See Also:Submitting Your Listing for Approval

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AppExchange FAQ

AppExchange GlossaryThe following terms and definitions describe key AppExchange concepts and capabilities.

App

Short for “application.” A collection of components such as tabs, reports, dashboards, and Visualforce pages that addressa specific business need. Salesforce provides standard apps such as Sales and Call Center. You can customize the standardapps to match the way you work. In addition, you can package an app and upload it to the AppExchange along withrelated components such as custom fields, custom tabs, and custom objects. Then, you can make the app available toother Salesforce users from the AppExchange.

AppExchange

The AppExchange is a sharing interface from salesforce.com that allows you to browse and share apps and services forthe Force.com platform.

AppExchange Listing

An AppExchange listing is a description of your app or service on the AppExchange. It is your primary marketing toolfor promoting your app or service to the AppExchange community.

AppExchange Publishing Organization

The AppExchange Publishing Organization (APO) is the master organization that you as a partner use to publish listingson the AppExchange. Child organizations where you develop applications can be linked to your APO, thus tying yourlistings together under a single provider entity to deliver a consistent message to customers.

AppExchange Security Review

The AppExchange Security Review ensures that an app is safe for customers to install. Before an app can be listedpublicly on theAppExchange it must pass the AppExchange Security Review. Providers are obligated to resubmit anapp for security review whenever the app is updated.

License Management Application (LMA)

A free AppExchange app that allows you to track sales leads and accounts for every user who downloads your managedpackage (app) from the AppExchange.

License Management Organization (LMO)

The Salesforce organization that you use to track all the Salesforce users who install your package. A license managementorganization must have the License Management Application (LMA) installed. It automatically receives notificationevery time your package is installed or uninstalled so that you can easily notify users of upgrades. You can specify anyEnterprise, Unlimited, or Developer Edition organization as your license management organization. For more information,go to http://www.salesforce.com/docs/en/lma/index.htm.

Managed Package

A collection of application components that is posted as a unit on the AppExchange and associated with a namespaceand possibly a License Management Organization. To support upgrades, a package must be managed. An organizationcan create a single managed package that can be downloaded and installed by many different organizations. Managedpackages differ from unmanaged packages by having some locked components, allowing the managed package to beupgraded later. Unmanaged packages do not include locked components and cannot be upgraded. In addition, managedpackages obfuscate certain components (like Apex) on subscribing organizations to protect the intellectual property ofthe developer.

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AppExchange Glossary

http://www.salesforce.com/docs/en/lma/index.htm

Managed Package Extension

Any package, component, or set of components that adds to the functionality of a managed package. You cannot installan extension before installing its managed package.

Namespace Prefix

In a packaging context, a namespace prefix is a one to 15-character alphanumeric identifier that distinguishes yourpackage and its contents from packages of other developers on AppExchange. Namespace prefixes are case-insensitive.For example, ABC and abc are not recognized as unique. Your namespace prefix must be globally unique across allSalesforce organizations. It keeps your managed package under your control exclusively.

Package

A group of Force.com components and applications that are made available to other organizations through theAppExchange. You use packages to bundle an app along with any related components so that you can upload them toAppExchange together.

Package Dependency

This is created when one component references another component, permission, or preference that is required for thecomponent to be valid. Components can include but are not limited to:• Standard or custom fields

• Standard or custom objects

• Visualforce pages

• Apex code

Permissions and preferences can include but are not limited to:• Divisions

• Multicurrency

• Record types

Package Installation

Installation incorporates the contents of a package into your Salesforce organization. A package on the AppExchangecan include an app, a component, or a combination of the two. After you install a package, you may need to deploycomponents in the package to make it generally available to the users in your organization.

Package Publication

Publishing your package makes it publicly available on the AppExchange.

Package Version

A package version is a number that identifies the set of components uploaded in a package. The version number has theformat majorNumber.minorNumber.patchNumber (for example, 2.1.3). The major and minor numbers increase toa chosen value during every major release. The patchNumber is generated and updated only for a patch release.

Unmanaged packages are not upgradeable, so each package version is simply a set of components for distribution. Apackage version has more significance for managed packages. Packages can exhibit different behavior for different versions.Publishers can use package versions to evolve the components in their managed packages gracefully by releasing subsequentpackage versions without breaking existing customer integrations using the package. See also Patch and Patch DevelopmentOrganization.

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Partner

Partners are the companies with which you collaborate to close your sales deals. For each opportunity or account youcreate, the Partners related list allows you to store information about your partners and the roles they play in the opportunityor account. A partner must be an existing account within Salesforce. Selecting a partner role automatically creates areverse partner relationship with the associated account so that both accounts list the other account as a partner.

Partner Accounts

Partner accounts are Salesforce accounts that a channel manager uses to manage partner organizations, partner users,and activities when using the partner portal.

Partner Portal

Partner portal allows partner users to log in to Salesforce through a Web portal rather than through salesforce.com.

Private Sharing

Private sharing is the process of sharing an uploaded package by using the URL you receive from Salesforce. This URLis not listed in the AppExchange. Using the unlisted URL allows you to share a package without going through thelisting process or making it public.

Publisher

The publisher of an AppExchange listing is the Salesforce user or organization that published the listing.

Service

A service is an offering of professional assistance. Services related to Salesforce and the Force.com platform, such asenhanced customer support or assistance with configuration can be listed on the AppExchange.

Subscriber

The subscriber of a package is a Salesforce user with an installed package in their Salesforce organization.

Test Drive

A test drive is a fully functional Salesforce organization that contains an app and any sample records added by thepublisher for a particular package. It allows users on AppExchange to experience an app as a read-only user using afamiliar Salesforce interface.

Unmanaged Package

A package that cannot be upgraded or controlled by its developer.

Upgrading

Upgrading a package is the process of installing a newer version. Salesforce supports upgrades for managed packagesthat are not beta.

Uploading

Uploading a package in Salesforce provides an installation URL so other users can install it. Uploading also makes yourpackaged available to be published on AppExchange.

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Index

A

API tokenrequesting 31

APOassociate with partner account 3create provider profile 3definition 1designate or change 2

appinstallation options 6native apps 33patch (version) updates 31publish 3search optimization 31sell 3submit for security approval 13

AppExchange Checkout 8, 17–21AppExchange, overview 1

C

Checkout 8, 17–21company name 30consulting partner

Learn Mores, Videos & Screenshots report 28

F

feedback 35free trial

create 33vs test drive 35

I

icons 33ideas 35industries 29

L

languages 29leads

select lead scenarios 12source codes 22–24vs license records 24

licenseschoose settings 14vs lead settings 24

linked organizationsdefinition 1link to APO 2

listingadd a test drive 7, 22add categories 4, 12, 15analytics 25

listing (continued)definition 1delisted by Salesforce 33pricing 8submit for security approval 13

listing analyticsInstalls (Get It Now) report 26Leads report 26Learn Mores, Videos & Screenshots report 28Resources & Promotions report 27Test Drives, Demos & Screenshots report 27

M

managed packagechange 30change a listing 32register 14

N

native apps 33

P

partner account 30patches 31popularity 32provider profile

and partner accounts 30create or edit 3

publishcreate a test drive 7, 22making your listing public 3

R

relevance 32review

edit 30write 35

S

sandbox 30search optimization 31security review

errors 35requirements 13submit apps and trial templates 13

servicespublish 3search optimization 31sell 3

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Index

T

test drivecreate or edit 7, 22vs free trial 35

testimonials 35trial template

description 33

trial template (continued)link to your listing 5submit for security approval 13

Trialforce 33

U

upgrade 33

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Index

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