Agenda•6:15 pm - Doors Open•6:30 pm - Drinks & Pizza•7:00 pm - Presentation•7:45 pm - Chatting time•8:45 pm - Doors Closing

Thames Valley Developer User Group

Community: bit.ly/sfdc-tv-group Twitter account: @tvsfdevs

Implementing Salesforce for B2CSalesforce Thames Valley DUGSeptember the 14th, 2016

Fabrice Cathala

CLOUT, Salesforce Architectfcathala@cloutpartners.com@fcathala

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Forward-Looking Statements

Part I Don’t Base Your Designs On RumoursPart II The Winter ’07 Christmas Gift Understand How It Works Make The Right Design Choice Implementing Person Account The Roadmap Q&A Presentation & Links will be uploaded

Implementing Salesforce for B2C

Don’t Base Your Designs On Rumours

• Several Global Service Cloud roll-out for B2C• Teams pushing back against PA• Customers aware of “rumours”• Never got any clear explanation…

• CRM Customer Model• Core part of any solution• Difficult to “fix later”• Preference for not re-writing Salesforce

The Problem

• You will find criticism on the web about Person Account• Most of these posts are aged and do not apply anymore

Salesforce changes 3 times a year,Yesterday news are not necessarily true

today…

When doing your research during solution design:• Favour salesforce.com content• Check posts publication date• Test your use cases in a Sandbox or DE Org

Don’t Base Your Designs On Rumours

Winter ‘07 Christmas Gift

• Salesforce started in 1999 as a B2B CRM

Transitioning to B2C meant redesigning the heart of the platform

History

• The new B2C data model must be backward compatible(Salesforce + AppExchange)

• Stay multitenant(1 version)

Challenge

Account

Contact

Opportunity

Campaign

Case

Lead

Account

Contact

• Winter '07 introduces "Person Account"• 1-to-Many relationship constrained into a 1-to-1 relationship• Contact fields replicated at Account level• Switch via Record Types

Solution

PA

Contact

Lead

Campaign

Opportunity

Account

Contact

Account

Understand How It Works

• Prepare your org• Create an Account Record Type for Business Accounts• Set the Contact OWD to "Controlled by Parent"• Give same access Account/Contact to all Profiles that have at least "Read" on

Account

• Open a Case with Salesforce Tech Support (https://goo.gl/rkuBen)

Activation

The standard data model around Account and Contact will be modified forever

1 Account object+1 Contact object+3 system fields=1 extended Account object

Switch done by Record Type

Data Model

• New standard Account fields:• Record Type• IsPersonAccount• PersonContactId

• 2 Records Type (at least):• Business Account (created during preparation)• Person Account (created during activation)

• Not available on PA Record Type:• Account.ParentId

After Activation On Account

• All Contact’s standard fields are carried over except:• ReportsTo• Phone• Fax• Description• System and audit fields

• All Contact’s custom fields are carried over except:• API name suffix = "__pc“ (instead of "__pc“)

After Activation On Account

• New standard field• IsPersonAccount

After Activation On Contact

• Assign a PA Record Type to whichever Profile needs to use it

Setup

Make The Right Design Choice

• Out-of-the-box• Officially supported by Salesforce• Compatible with standard Salesforce features• Compatible with future enhancements from Salesforce

• Allows B2B to run in parallel with B2C• Simple paradigm for the user:An Account is the entity we are doing business with, should it be individuals or companies

Pros & Cons of Person Account

• PA support is often late on the Roadmap• Duplicate Management (*)• Lightning (Work In Progress)

• Storage Cost (*)• Typical record size in Salesforce = 2 KB. Record size for PA = 4 KB

• Limited AppExchange support• Some AppExchange don't work well with PA

Pros & Cons of Person Account

(*) On the roadmap / #SafeHarbor

• Contact without Account• Only accessible by owner and View All users• Reporting require a Custom Report Type

(https://goo.gl/DtkkZD)

Alternatives: Private Contact

Account

Contact

Opportunity

Campaign

Case

Lead

Suggested use case: Avoid!

• 1 Account record (the bucket), all Contacts child to this Account• Allow B2B and B2C to run in parallel

• Clear separation Companies vs. People

• Data Skew: No more than 10K child records(https://goo.gl/hLPFoN)

Alternatives: The Bucket Model

Account

Contact

Opportunity

Campaign

Case

Lead

Suggested use case: Service Cloud with no plan for Sales Cloud

• Accounts are representing families made of 1 or several members• Account Name generates confusion

• During Lead conversion• During searches• On reports

Alternatives: The Household Model

Account

Contact

Opportunity

Campaign

Case

Lead

Suggested use case: Custom app for small businesses targeting families

Heavy duty AppExchange modules targeting NPO 1-to1 and household models available Adapting the package for business use is painful Trailhead: https://goo.gl/oP3l4K

Alternatives: The Non-Profit Starter Pack (v3)

Account

Contact

Opportunity

Campaign

Case

Lead

Suggested use case: Non-profit organisations

• Lot of bespoke work to replace an out-of-the-box capability• Limited integration with Sales or Service Cloud

Alternatives: Custom Object

People

Custom 2

Custom 1Custom 4

Custom 3

Suggested use case: Custom app with no plan for Sales nor Service Cloud

Implementing Person Account

• Person Account always behave like an Account and sometimes behave like a Contact

• Records appear in both Account and Contact List Views… but…

• Records do not show on Contact Recently Viewed List• Additional examples: https://goo.gl/1njvJs

• Leads convert to PA if Company field is left empty• When inserting from the API just set the right Record Type

• Forget about the Contact record• Forget about the system fields

Behaviour

• Always keep a clean data model• Account custom fields created on Account object• Contact custom fields still created on Contact object

• Mixing B2B and B2C requires caution• 1 object BUT 2 different set of fields• Include tests on “IsPersonAccount” in your business logic

Mixed Business Model

Business Account Person Account

Workflow Rules, Flow, Process Builder

• Remove the Contact tab for Person Account only profiles• Person Account fields are available on Cross-Object Formulas

• Use field "IsPersonAccount" in Viewsto show a Person Account icon

Tips & Tricks

The Roadmap

Full Lightning Experience Support Eliminate Double Storage Count Duplicate Management Admin Enable/Disable PA

Roadmap Highlight

Forward-Looking Statement

• Adding a "Person Account" filter in the AppExchange: https://goo.gl/NLMyyE

• Enable Duplicate Management on "Person Account": https://goo.gl/yqdUT2

• "Person Account" shouldn't require double storage: https://goo.gl/6cB0zd

• "Person Account" for all editions: https://goo.gl/niYFYo

Influence The Roadmap With IdeaExchange

Vote for your favourite Idea (https://goo.gl/YhwjqE)

Questions?

Thank You!

Annex

• Salesforce PDF - Setting Up Person Accountshttp://goo.gl/k18HiK + Extract on behaviours: https://goo.gl/w2fFZ6

• Salesforce Community - Salesforce People Chatter Grouphttps://goo.gl/2yckUN

• Salesforce Community - Person Account in Summer '16• https://goo.gl/Te3IU1• Salesforce.org – NPSP & Account Models• https://goo.gl/P3b7CO• Jeff Douglas - Working with Person Accounts in Salesforce.com

http://goo.gl/jY18m (June 2010)

Resources & References

• Conversion between Business and Person Account is possible• Via Data Loader: https://goo.gl/RV8JtJ• Via Process Builder & Headless Flows: http://goo.gl/DZwGRI

Conversion