Get It Right the First Time: User Administration

William Lem: salesforce.comAdam Torman: salesforce.comBud Vieira: salesforce.comJohn Almeida: Pyramis Global Advisors

Administrators

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Agenda

Introduction– William Lem – salesforce.com

Record Sharing Modeling – from Requirements to

Fitting It All Together– Adam Torman & Bud Vieira – salesforce.com

Customer Testimonial – Real World Use Case– John Almeida – Pyramis Global Advisors

Questions & Answers– CHATTER your questions to the Get It Right the First Time:

User Administration Session record in the Dreamforce org

Adam TormanSr. Product Manager

Bud Vieira Sr. Product Manager

salesforce.com

Where do I begin?!

Manual Sharing

Role Hierarchy

Sharing Rules

Profiles

Territory Management

Public Groups

Teams

Apex ManagedSharing

Org Wide Defaults

!

Queues

Profiles & Sharing – Perfect Together!

Profiles– What objects can I access

– Read/Create/Edit/Delete

Sharing– What records can I access

– Read/Write/Transfer/Full

Sales Rep Profile Support Rep Profile HR Manager Profile

East Coast Role ADP (Account) #1234 (Case) Developer (Job Req)

Mid West Role Peter Morelli (Contact) Steven Tamm (Contact)Theresa Vietvu (Candidate)

West Coast Role Cisco (Opportunity) Cisco (Account) Dileep Burki (Employee)

Security is about

other peoples records.

You will always see your

own (and your employee’s)

records.

Wider

Access

How does it all fit together?

Org Wide Defaults Per Object

!

Manual SharingPer Record

Shar

ing

Confl

ict?

The

MOST

per

missive

win

s!

Role Hierarchy

Sharing RulesPer Object

Profile CRUD Per Object

In the beginning ...

• Every user has a profile

• First user in every org is always the System Administrator Profile

• One user in an org = open security

• Multiple users = birth of security

• Create profiles with less access than Admin

• Controls more than object access

Profile Best Practices

• Create / assign custom profiles

• Mass edit using Enhanced Profile List Views

• Troubleshoot using Setup Audit Trail

• Remove unused profiles

• Limit total # of profiles

Profile Roadmap

• Enhanced Profile User Interface

• Permission Sets – Multiple profiles per user

• Granular Login-As permissions

Org Wide Defaults

!

Org Wide Default

• For any object, ask yourself:

- Should all users have at least Edit access?

- Should all users have at least Read access?

- Should only certain users have access?

• Example:

“We need everybody to be able to view Leads to avoid duplicates”

• For each object, set the right default sharing model – Public Read/Write, Public Read, or Private

Manual Sharing

• Initially, Private data will be visible only to record owners and Admins

• Record owners can share data to other people, Roles and Groups

• This is the simple model you see on Facebook or Google Docs

• For most companies, this kind of owner-driven sharing is not sufficient to meet business needs

Manual Sharing

Role Hierarchy

• All but the smallest companies have concerns about management visibility and control

• Building a Role Hierarchy puts all the management structure in place ...

✔ Managers see subordinate’s data

✔ Reporting roll-up and drill-down

✔ Forecasting hierarchy

✔ Filtering for views and reports – “My teams”

Role Hierarchy

Example – Role Hierarchy Scenario

SFDC Demo Org has a PRIVATE Org-Wide Default for

their Accounts, and CONTROLLED BY PARENT default

for their Contacts

Vanessa Central and Kasey Central are both in the

Central Sales role

Vanessa just got a promotion to VP of Central Sales

and now needs visibility to all Central Sales’ Contact

records

Roles, Groups, and Queues

• Roles give you a lot for free, but what about overlays and matrix roles?

• Public Groups allow you to create an arbitrary collection of people and share records to them

• You can include Roles and other Groups as members of Public Groups

• Queues support teams that work collectively on tasks like sales lead and support case management

• Any member of a queue can take ownership of a record while they are working it

Role Hierarchy

Public Groups

Queues

Sharing Rules

• Support collaboration and matrix management

• Share between Roles in different Hierarchy branches

• Share to Public Groups

• Set the access level to be granted – Read or Edit

• Records to be shared determined by owner (now) or Criteria on the record (coming soon!)

Sharing Rules

Example – Sharing Rules Scenario

Brenda Support is part of the Billing Support team, and

is in the Billing Support role

Brenda’s responsibilities is to handle technical issues

for the Central Sales’ Opportunities, so she now needs

visibility to only those Opportunity records

Advanced Topics

Other features support more advanced sharing requirements:

✔ Account and Opportunity owners can create Teams

✔ Territory Management automates Account assignment and access

✔ Apex Managed Sharing allows customers to code to their unique requirements

Territory Management

Teams

Apex ManagedSharing

Sharing Best Practices

1. Keep data Public where possible, restrict where necessary

2. Take full advantage of the Role Hierarchy

3. Create Public Groups and Sharing Rules to fill in gaps

4. Allow Account and Opportunity owners to create the teams they need

5. Contact Support if you have more complex sharing needs

Where should I start ?

!

Sharing Roadmap

• Target sharing precisely and regardless of ownership

• Define a set of records based on field values

• Share to any collection of users

• Dynamically adjusts sharing when field values are updated

Criteria Based Sharing

{ IF Industry = Pharma AND Deal Size > $100,000 ... }

Security is about

other peoples records.

You will always see your

own (and your employee’s)

records.

Wider

Access

How does it all fit together?

Org Wide Defaults Per Object

!

Manual SharingPer Record

Shar

ing

Confl

ict?

The

MOST

per

missive

win

s!

Role Hierarchy

Sharing RulesPer Object

Profile CRUD Per Object

John AlmeidaDirector of CRM and

Business Analysis

Pyramis Global Advisors

All About Pyramis Global Advisors(a Fidelity Investments company)

Pyramis Global Advisors, a Fidelity Investments company, was formed to deliver asset management products and services designed to meet the needs of institutional market investors around the world. We are a multiclass asset manager, offering both traditional long-only and alternative equity, as well as fixed income and real estate debt and REIT investment strategies. While the Pyramis organization was formed in 2005, Fidelity has been managing money for institutions for more than 25 years.

Pyramis provides asset management services to 16 of the largest 25 US-based defined benefit plans with a total of $158 billion in AUM.

• INDUSTRY: Financial Services• EMPLOYEES: 400 Pyramis (40,000 Fidelity)• GEOGRAPHY: Global• # USERS: 135• PRODUCTS USED: Content, Mobile, Custom Apex and

VisualForce apps

Use Case

Account Sharing Rule– The default level of access our users have to each others’ data. For Accounts, it’s Private.

Our Accounts are assigned, by territory, to one Relationship Manager each.

– Sharing requirement:

– Allows for any user in the Consultant Relations role (and subordinates) to have access to

each others’ Accounts.

– All Internal Users is a standard Public Group. Allows for any Account to be shared with

users in the Marketing Events role.

First, get the Profile CRUD permissions and Org Wide Defaults right

Second, take full advantage of a good, solid Role Hierarchy

Third, fill in any gaps using Public Groups and Sharing Rules

Finally, there are other advanced sharing features to handle complex requirements:

– Territory Management

– Queues

– Apex Managed Sharing

– Manual Sharing

Key Take-Aways To Get It Right The First Time

William Lem

Principal Support Account Specialist

Adam Torman

Senior Product Manager

Bud Vieira

Question & Answer

John Almeida

Director of CRM and Business Analysis

Senior Product Manager

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