Automate Business Processes

with force.com Enhance Partner Management and Support Productivity

Mudit Agarwal (@2mudit)

SFDC Solutions Architect, VMware

Sri Vellimedu

Senior Manager, Business Solutions, VMware

Mudit Agarwal

Salesforce Solutions Architect

VMware

@2mudit

Sri Vellimedu

Sr. Manager, Business Solutions,

VMware

Key Takeaways

1. Highlight SalesForce Partner Content Management

complexity at VMware

2. Learn how VMware has built innovative and scalable

solutions within the governor limits

3. Gain Insight into building solutions which goes across

platform/ technologies

4

Agenda

5

About VMware

Company Background

Salesforce Journey

Case Study -1 (Public group Automation)

Case Study -2 (Effort Tracking)

Closing

VMware is the Customer Proven Market Leader Company Overview

$3.77 billion in 2011 revenues

>$4.5 billion in cash and equivalents

30%+ operating margins

~11,000 employees worldwide

5th largest infrastructure software

company in the world

Proven in the Trenches

300,000+ VMware customers

100% of Fortune 100

100% of Fortune Global 100

99% of Fortune 1000

97% of Fortune Global 500

As of mid-2011,

about 81%

of installed VMs are

VMware-based

Gartner, June 2011

VMware Salesforce Journey

7

Phase 1 PRM

(2009)

Phase 2 – Lead Mgmt

(2009)

Phase 3 – Sales Cloud (2010)

Phase 4 – Service

Cloud (2011)

Roadmap Releases

Single ORG

• Internal users: 8K

• Partners & Users: 58K / 366K

• Customers: 348K

Case Study 1: Dynamic Group Assignment

8

Problem Statement / Drivers

Solution Approach

Results: Benefits & Metrics

Demo

Best Practices

Increasing Complexity of VMware’s Partner

Central implementation – Personalization and

Content

Rapid growth of Partners and Partner Users

Real time access to the content

Problem Statement/Business Drivers

Partner Central – Increasing Complexity

A consolidated portal on

Salesforce to effectively

manage a large-scale,

complex channel-driven

operations and drive revenue

through collaboration and

enablement of go to market

strategies

10

Partner Central - Growth

11

0

200

400

600

800

1000

1200

1400

~1000 New Partners / Month

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

10000

Over 7500 New Users / Month

Partner Central – Real time Updates

Self-Service Changes • Automated Profile Adjustment

• Enrollment, Registration &

Progression

Volume & Scalability • New partners & users - immediate

access

• Changes to partners, program

memberships, user profiles,

certifications

Personalized Content • Programs, Levels & Certification

• Geography

• Partner User Attributes

12

All about Solution

Group Setup / Evaluations Criterion

Solution Approach

Batch Chaining

Salient Features

Design Considerations

Group Setup

Public Group

Rules

Standard objects - Account, Contact &

Profile

Custom objects - Program details,

competency, certification, Subscription

Dynamic Group

Assignment

Rule-based Group Membership based on:

• Account Attributes e.g. Name, Country,

Geo

• Program Attributes e.g. Level, Type, Status

• Competency Attributes e.g. Name, Status

• Contact Attributes e.g. Profile, Type

• Subscription Attributes e.g. Name, Status

14

Evaluation Criterion

Account, Program detail, competency, certification, Subscription

Profile & Partner User

Rules Changes

Solution Approach

Account Contact Subscription

Program Membership

Certification Competency

Apex Triggers

Apex Triggers

Ap

ex

Trig

ge

rs A

pe

x T

rig

ge

rs

Assignment Engine

User

Creation

16

Group Admin Queue

Rules

Changes

Batch Chaining Assignment

Engine

Batch-1

• Assign Job ID

• Assign action & Status

Batch-2

• Pick ‘Insert’ and given Job ID

• Insert into Group Member

Batch-3

• Pick ‘Delete’ and given Job ID

• Delete from Group Member

Batch-4

• ‘Delete’ from Custom Obj.

• Mark status as ‘Complete’

Design Salient Features

Batch Chaining Duplicate

record filtering

Reduce transactions on

setup object

Design Considerations – Governor Limits

Can’t do CRUD operations on custom and standard objects in one

context

Expedite processing by Insert first before Delete

Minimize Setup Object Locking

Data Volume – 60k+ Partners, 360k+ Partners Users, 300+ Groups,

1500+ Rules

– Heap Size (Apex batch)

– Select (collection)

– CRUD (Batch Apex chaining)

Results

Reduce Locking

Partner Personalization

Partner Satisfaction

High Volume Events, Processed near real time

Group Assignment by Event Before After

New partner user registration Hours/Days Minutes

Digital River payment / SET Hours Minutes

Account Attribute changes Days Hours

Best Practices

Listen to your users

Extensive Design reviews

Governor Limits

Data-migration

Test, Test and Test

22

Case Study-2 (Effort Tracking)

23

Problem Statement/ Drivers

Approach

Results: Benefits & Metrics

Demo

Best Practices

Business Drivers

VMware's Customer

Service organization

needed the ability to

track effort spent

by all parties working on

Customer

Cases in

Salesforce.com Management

Reporting

Automated

Solution Standard

Interface

Business Benefits

Visibility on effort spent on supporting products

Ability to put actual cost towards customer-

reported issues

Ability to track actual cost through the support

life cycle

Validate staffing model assumptions based on

effort

Visibility into effort spent on Customer Cases

Ability to more accurately distribute resources

globally

Business Benefits

Time Tracking Categories

Time is tracked for the following activities in a case

Viewing a Case

Editing a Case

Sending Emails from within the Case

Performing troubleshooting activities – WebEx sessions etc

Browsing knowledge base

And several other activities related to the Case

Example Use Case

Time Accrual View This view provides an ability for users to see the cases that have

accrued time in that 24 hour period (to be reset every day)

All about Solution

Logical View

Transaction Flow

Solution Highlights

Design Considerations

Solution Approach – Logical View

SFDC

Calculate

Time/ Event

Call to

Controller Record time

on Case

Browser Events

Browser Events

Bro

wse

r Eve

nts

Bro

wse

r E

ve

nts

On Load On Before

unload Has Focus

Time Track Controller

Time Recording

Solution Approach – Transaction Flow

Solution Highlights

Tracking at User level

Multi Tab Support

Browser Close Event

CTI pop ups Manual time

entry

Track Total Time

Timer & time tracking per user

All time track Records

Design Considerations

Browser Events

User Impact

Reduce calls to

Salesforce

Results

Visibility into effort spent on Customer Cases

Ability to track actual cost through the support

life cycle

Identify issues/support cost per product

Help in planning / Scheduling

Best Practices

Thoroughly test compatibility across web browsers

Positioning is key – customer support reps should not feel that

big brother is watching

Have a clear analytics plan to segment large amounts data

generated from effort tracking

Test, Test and Test

39

Closing

Need for Automating high impact business

processes

Getting most out of Salesforce

platform

Operational Excellence

Sri Vellimedu

Sr. Manager, Business

Solutions

Mudit Agarwal

Salesforce Solutions

Architect, VMware

@2mudit