Under the Hood of a Salesforce.com Business Application

Under the Hood of a Salesforce.com Business Application

Developers

Emin Gerba: Salesforce.comSamarpan Jain: Salesforce.com

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Agenda

• Salesforce.com application landscape – a quick overview

• Major functional areas running on Force.com

• Deep-dive on Checkout & Quote-to-Cash

• Q&A

Salesforce.com application landscape

Human Capital Management

Customer Service

Sales & Marketing DevelopmentFinance Enterprise

InfrastructureCompliance

and Risk

• Performance Management

• Time-off Manager• Volunteer Tracking• Recruiting

Management• Callidus Comp Plan

Communicator• Kelly Contingent

Worker Outsourcing• Workday HCM• ADP payroll

• Coupa Procure to Pay

• Concur T&E Manager

• Manhattan Space & Lease Management

• Ruesch Payment Services

• Oracle eBusiness Suite Financials

• Sabrix for Tax• Hyperion Financial

Management and Planning

• Salesforce Automation (“Org 62”)

• Opportunity to Quote• Quote to Cash• Checkout (e-

commerce & account management)

• Event Management• Access Hoovers• Clicktools Survey Tool• Conga Mail Merge• D&B• Sales Genius• Mindjet Org Charting • Ribbit Voice to Text • Inside View Account

News • Click to Dial (CTI

Integrations)• Instant Service Live

Chat• Xactly Sales

Compensation• Comergent

Configurator• CyberSource

payment gateway• DocuSign e-signature

portal• Aptus agreements

management

• Salesforce Customer Service & Support Portal

• Salesforce Knowledge Base

• Salesforce Ideas• Appirio Services

Management• Plateau Learning

Management

• IT Help Desk• Asset Management

Object • iLinc Web Meetings• Live Ops Global

Contact Center Infrastructure

• Google Docs• Omniture Web

Analytics• Business

Objects/SPSS BI• OpenCms Web CMS• Ping Identity

Management• Microsoft Exchange• Perforce Software

Config Mgmt• Oracle BPEL Process

Manager• Cisco Call Manager

• Agile Scrum and Bug Management

• Program and Resource Management

• Test Repository

• Audit Controls Management

• Business Impact Analysis

• Change Management

Legend• Salesforce.com products• Built on force.com• SAAS/PAAS Products• On Premise Applications

Major Business Applications on Force.com

•Sales force Automation (campaign, lead, opportunity management)

•Checkout (eCommerce & account management)•Quote to Cash•Customer Service & Support Portal•Event Management•Agile Scrum & Bug Management•Program & Resource Management•Performance Management•Time-off Manager•Volunteer Tracking•Recruiting Management• IT Help Desk•Change Management

A View from the salesforce.com IT Cloud

Checkout & Quote-to-Cash

It covers a lot of ground

e-commerce portal

quoting & approvals

configuratorservicerenewal

forecasting

contract & order

management

CyberSourcepayment processor

DocuSign e-signature

portal


opportunity management

billing & credit memo

engine

customer notifications

paymentmanagement

service renewal &

suspension

usage entitlements & tracking

financials

force.com cloud on-premise

sales commissions

XactlyIncent

Customer self-service account management and purchase of SFDC and partner services & products.

Streamlined electronic interaction between customers and sales: publish quotes, e-signature, place orders, etc.

Advanced quoting & approval flows for sales; craft custom deals, including custom pricing, product terms, contract terms, etc.

Sophisticated approval flows defined by sales ops, finance, and legal, with rule based and human approvals.

Renewals forecasting layer that tracks current vs. projected service levels across our customer base by product category.

Order management application that enforces data integrity, stamps data required by finance for revenue recognition and even stages data for sales commission payouts.

Service enablement & suspension based on activated orders, received payments, etc.

Billing & credit memo engine that creates invoices and credit memos based on orders

Usage entitlement creation based on orders, actual usage tracking.

Back-end integrations that pushes invoices & credit memos from Salesforce to Oracle Financials for creation of accounting entries, brings back tax calc

Technologies

Customer Portal for e-commerce, utilizing High Volume portal user

Apex triggers, classes, and web services to implement core business logic

Batch Apex to implement bulk functionality. Employs software development best practices, like object orientation, design patterns, etc.

Visualforce to implement streamlined, scalable, tailored look & feel.

Salesforce.com sharing (private), user profiles to enforce granular data access security.

3rd party configurator engine and Force.com to provide comprehensive quoting capabilities. Bi-directional communication between Salesforce.com and configurator implemented using Apex call-outs and Apex web services.

Technologies

Integration to CyberSource payment gateway, using hosted CC/DD page using silent https post.

Multiple approval flows leveraging standard Salesforce.com approvals engine, additional custom control logic in Apex driven by metadata

Approval requests, including quote details and cumulative approval comments, sent out via email. Executives able to approve quotes via email on their mobile devices. Utilizes Apex, Visualforce e-mail templates.

Integrates to DocuSign platform for electronic signature, using AppExchange package, Wsdl2Apex functionality, Apex.

A caching layer in Apex that caches information across request event handlers – e.g. before insert to after insert; allows for significantly more data to be processed with flat memory consumption

The back-end

e-commerce portal

quoting


forecasting

contract & order

management



portal




engine



sales commissions

XactlyIncent

focus

paymentmanagement

service renewal &

suspension

financials


You will see examples of:

• How we used Design Patterns to implement a scalable, flexible

billing engine

• Use of SOQL to implement complex filtering criteria

Flyweight Pattern

Your design requires a whole lot of objects that would be too expensive to create separately.

The objects can be made shareable; they can be designed so they do not contain contextual state. Perfect for stateless business logic!

Sharing objects would significantly decrease the number of needed objects and memory requirements.

Factory Pattern

You wish to make your client independent of the actual subclasses of the product.

You wish to centralize the creation logic in one place.

Using Design Patterns in Apex - Flyweight

public class GroupAlgorithm implements BaseBill.TrxAlg{

public boolean Execute(List<BaseBill.TransactionClass> trx_list){...BObj.OrderClass lhOrder = (BObj.OrderClass)trx_list[0];BObj.OrderClass rhOrder = (BObj.OrderClass)trx_list[1];/* 1. Forced separation flag */if(lhOrder.GetSObject().BillSep__c || rhOrder.GetSObject().BillSep__c){

return false;}

/* 2. Contract */if(lhOrder.GetSObject().Ctr!=rhOrder.GetSObject().Ctr){

return false;}..../* 4. Shipping Address */String lhCountry, lhState, lhCity, lhZIP, rhCountry, rhState, rhCity, rhZIP;

lhCountry=lhOrder.GetSObject().ShippingCountry!=null?lhOrder.GetSObject().ShippingCountry : lhOrder.GetSObject().Contract.ShippingCountry;

....

if(lhCity.equalsIgnoreCase(rhCity) && lhState.equalsIgnoreCase(rhState) && lhZIP.equalsIgnoreCase(rhZIP)){….

}else{if(lhCity.equalsIgnoreCase(rhCity)) return true;

}return false;

} }

Using Design Patterns in Apex – Flyweight

public class …{

/* Provide functionality for the object to compare itself to the supplied object using the provided TrxAlgorithm */ public boolean DoCompare(TrxAlgFactory trxAlgFact, TrxClass trx){ List<TrxClass > trxList = new TrxClass []{this, trx}; TrxAlg trxAlg = trxAlgFact.getAlgorithm(trxList); return trxAlg.Execute(trxList); } /* Invokes the Execute method on the provided algorithm object and passes itself to it. It also must invoke the same method on all its children */ public virtual void DoCreate(TrxAlgFactory trxAlgFact){ List<TrxClass > trx = new TrxClass []{this}; TrxAlg trxAlg = trxAlgFact.getAlgorithm(trx); trxAlg.Execute(trx); if(this.children!=null){ for(TrxClass child:this.children){ child.DoCreate(trxAlgFact); } } }}

Using Design Patterns in Apex - Factory

// This method decides the algorithm to be returned based on the nature of the object public ...TrxAlg getAlgorithm(List<...TrxClass> trxList){

...if(containsHdr(trxList)){

return new InvoiceHeaderCreationAlgorithm();}else if(containOdr(trxList)){

return new GroupAlgorithm();}else if(containsItemBFZero(trxList)){

return new BFZeroAlgorithm();}else if(containsItemBFNotZero(trxList)){

....}else{

throw new ...InvalidDataException(...);}return null;}

}

Making SOQL do complex filtering

private OrdItem[] getBilOrds(String revOwn, Integer maxRows , String ctr, ...){

OrdItem[] billRows; String baseQuery = 'SELECT Id, ListPrice, …’ + 'FROM OrdItem '+ 'WHERE Ord.ActDate!=null AND Ord.Status != \'Canceled\' AND '+

'(Ord.Cont.EndDate > '+String.valueOf(System.Today())+' OR (PE.BillFreq=0 AND ’+

‘Ord.Cont.EndDate = '+String.valueOf(System.Today())+')) AND '+

‘(OriItemId!=null OR (BillThrDate__c = null AND '+

‘(OIEffectiveDate__c - Ord.Cont.OrdPrebillDays <= '+String.valueOf(System.Today())+')) OR '+

'(BillThrDate__c != null AND (OIEndDate__c - BillTrhDate__c > 0) AND '+

'PE.BillFreq !=0 AND (BillThrDate__c - Ord.Cont.OrdPrebillDays < ‘+String.valueOf(System.Today())+'))) AND

Ord.Cont.Id=\''+ctr+'\'';

Order Management

e-commerce portal

quoting & approvals


forecasting

contract & order

management



portal



engine

paymentmanagement

service renewal &

suspension


financials


XactlyIncent

focus

XactlyIncent



sales commissions


• How we cache data in Apex to reduce resource usage

Transactional caching in Apex

Cache implementationpublic class OrderCache extends BaseCache

public override Map<Id, SObject> getCache(Set<Id> sObjectIdList, String soqlQuery, boolean reQuery, boolean lockRecords) {

//If the records need to be locked,we add to the list if(lockRecords) {

lockedIds.addAll(sObjectIdList); } //Doing the search first because if the map already contains the required orders, then we do not do any soql and work with the existing map Map<Id, Order> selectedOrders = searchCache(sObjectIdList); if(reQuery || selectedOrders == null) { //If we are requerying either due to forced requery or the selected ids are not there in the cache, see if the cache size is beyond threshold ….

selectedOrders = getOrderInfo(sObjectIdList, soqlQuery); orderMap.putAll(selectedOrders); } return selectedOrders;}

public override Map<Id, SObject> addToCache(List<SObject> sObjectList) { if(orderMap == null) { orderMap = new Map<Id, Order>(); } for(sObject glSObject : sObjectList) { if(glSObject instanceOf Order) {

Order order = (Order) glSObject; orderMap.put(order.Id, order);

} } return orderMap; }

public override void persist() { if(orderMap != null && orderMap.size() > 0) { update orderMap.values(); …

Using the cache

public class OrderInfo { //Caching all of the order/order item related info

public static EntityCache orderCache = new OrderCache(); …. public static Map<Id, List<OrderItem>> getOrdersWithOrderItems(List<Order> orders, Boolean lockRecords) {

Set<Id> orderIds = new Set<Id>(); orderIds.addAll(eimUtils.getIds(orders)); Map<Id,Order> orderMap = (Map<Id, Order>)orderCache.getCache(orderIds, '', false, lockRecords); Map<Id, List<OrderItem>> orderToOrderItemsMap = new Map<Id, List<OrderItem>>(); for(Order sOrder:orderMap.values()) {

if(sOrder.OrderItems != null) orderToOrderItemsMap.put(sOrder.Id, sOrder.OrderItems); } return orderToOrderItemsMap;

}

//Adds any order/order item to the cache. If the object already exists, the new object will replace it.

public static void addToOrderCache(Order sOrder) {

orderCache.addToCache(sOrder); }}


• Use of language override and transactional data to set locale

without relying on the browser locale

Using language override

<apex:page controller="InvoiceController" title="Salesforce" language="{!language}" showHeader="false"> <div id="sfdcheader"> <table cellspacing="0" cellpadding="0" width="100%" border="0"> <tbody> <tr> <td valign="top" align="left">{!FromName}<br/> <apex:outputtext escape="false" value="{!FORMAT_ADDRESS(divInfo.oldFromStreet1, divInfo.oldFromStreet2__c, divInfo.oldFromCity,

divInfo.oldFromState__c, divInfo.oldFromZip,divInfo.FromCountry, '<br/>')}"/></td>

</apex:outputText> … <tbody> <tr> <th width="160" align="left">{!$Label.tableService}</th> … <th width="93" class=“num">{!$Label.tableQty} … <th width="90" class="currency">{!$Label.tableTotal}</th> </tr> <apex:repeat value="{!orderData.lineWrappers}" var="tranLine"> <tr> <td>{!tranLine.lineNo}</td> <td class="num">{!FORMAT(tranLine.line.Quantity)}</td> <td class="currency">{!tranLine.formatTotalPrice}</td> </tr> </apex:repeat></apex:page>

Using transactional data to determine locale

public with sharing class InvoiceController extends TransactionController { ….

public String getCoverSheetName() { String firstName = getname(getContract().MailingFirstName__c); String lastName = getName(getContract().MailingLastName__c); String salutation = getname(getContract().MailingSalutation__c); String result = ''; …. if ('ja' == getContract().BillingLanguage || 'ko' == getContract().BillingLanguage ||

getContract().BillingLanguage.contains('zh')) { return result + lastName + ' ' + firstName + ' '+salutation;

} else { return result + salutation +' '+ firstName + ' ' + lastName;

} return result; } public String getLanguage() { Contract c = getContract(); if (c == null) return 'en_US'; if (getContract().BillingLanguage == 'en_US') { if (c.RevenueOwner__c == 'ROWH' || c.RevenueOwner__c == 'US') {

return 'en_US'; } else if(c.RevenueOwner__c == 'EU' || c.RevenueOwner__c == 'ASIA PAC') {

return 'en_GB'; } } return c.BillingLanguage; }}

Checkout

e-commerce portal

quoting & approvals


forecasting

contract & order

management



portal




engine


paymentmanagement

service renewal &

suspension


financials


sales commissions

XactlyIncent

focus


• Use of Visualforce components to achieve flexible look & feel

• Use of metadata to control display of content blocks

• Use of iFrames in Visualforce to display external content and

integrate with an e-signature portal

• Use of Visualforce to perform silent post and integrate with a

payment processing gateway

Building a header component

<apex:component controller="StoreNavBarController" >

<apex:stylesheet value="{!URLFOR($Resource.styleszip, '/common/css/styles.css')}"/><apex:includeScript value="{!URLFOR($Resource.styleszip, '/common/js/sf.js')}"/><apex:attribute ... />

<div id="pagewrap" style="width:980px;text-align:left;overflow: visible;"><div class="sfLogo">

<apex:image styleClass="logo" ...sf_logo_onblue.png')}" width="159" height="124" ... /></div><div id="header">

<div class="links">

<span class="welcome"> {!$Label.store_welcome}, <em>{!userName}</em> ...

</div><span class='endofcontainer'></span>

</div> ...<div id="bodycontent">

<apex:outputText rendered="{!FromPage != '062'}"><apex:form >

<ul id="nav" style="padding-left:0px"> ...<apex:outputText rendered="{!stat}"> ...

<apex:outputText rendered="{!FromPage == 'quoteDoor'}"><li...>{!$Label.store_editions}</li>

</apex:outputText> ...</apex:outputText>

</ul></apex:form>

</apex:outputText> </apex:component>

Components in action

<apex:page id="thePage" showHeader="false" standardStylesheets="false" controller="FastBuyPageController"> <c:storeOmniture pgName="Fast Buy Quote Edit Form"/> <c:storeMenu FromPage="fastbuyedit"/> <apex:outputPanel id="mainpage" rendered="{!!showErr}"> <div id='bodycontent'> <apex:form id="editForm">  <div id="subscriptionSection">

<apex:outputPanel rendered="{!showErrorBubble}"><div id="licenseSelection"><div id="totalPrice"><b>{!$Label.store_total}: <apex:outputText value="{!format_currency(quote.CurrIsoCode,licPrd.Total_Price__c)}"/></b></div> ….<apex:inputText value="{!ordQty}" id="licText" rendered="{!!isLmtSeats}" /><apex:commandLink action="{!save}">{!$Label.store_update}</apex:commandLink></div><p class="ccMessage">* {!$Label.store_creditcardcharged}</p>

</div>  ……… </apex:form>  </div> </apex:outputPanel> <c:storefooter /></apex:page>

The brains of the page controller

public class StoreNavBarController{

private List<StoreConfig__c> storeConfigs;public StoreNavBarController(){

getAccountExecInfo();// get all store config objects for this edition

storeConfigs = StoreUtil.getStoreConfigs();}public boolean getStat(){

return StoreUtil.getStat(); }

public String getUserName(){return UserInfo.getName();

}

private void getAccountExecInfo() {Exception err = null;try {

StoreUtil.AccountExecInfo aeInfo = StoreUtil.getAccountExec(UserInfo.getUserId()); aeName = aeInfo.name; … return;} catch(Exception e) { err = e; …}// return defaults if cannot get real AE infoaeName = Label.store_ae_name_default;aePhone = Label.store_ae_phone_default;

}

Metadata Configuration

public static List<StoreConfig__c> getStoreConfigs() {try {

String orgEdition = StoreControllerUtil.getOrgEdition();return [select Id, HideRequestSalesAssistance__c, MaximumSeats__c, …..

HideAccountContact__c, HideAdditionalProduct__c,HideLowerEditions__c, EditionName__cfrom StoreConfig__c where EditionName__c =: orgEdition];

} catch (Exception e) {return null;

}}

}

E-signature Portal Integration

Staging a document for e-signature

public void docusignSetup() {…// launch docusign with new envelope// 1. Create documentPageReference page = new PageReference(…);

Blob myblob = page.getContentAsPDF();SFDCToDocusignAPI.DocuSignDocument mydoc = new SFDCToDocusignAPI.DocuSignDocument('Quote Legal View','pdf',myblob);

// 2. Create recipient

SFDCToDocusignAPI.DocusignRecipient toReceip = new SFDCToDocusignAPI.DocusignRecipient(this.portalUserInfo.Contact.Email,…);

// 3. Create connection (contains envelope)

SFDCToDocusignAPI env = new SFDCToDocusignAPI('Embedded Signing',‘Store Flow',…);

// 4. Add document to envelopeenvelope.addDocuments(mydoc);

// 5. Add recipient to envelopeenvelope.addRecipients(toReceip);

// 6. Create the Portal configuration (Request the token) // change the URL based on whether this is inline or

SFDCToDocusignAPI.DocusignPortalInfo portInfo = new SFDCToDocusignAPI.DocusignPortalInfo(email,

'https://...salesforce.com/apex/storeorderlanding?il=...);

String retUrl = env.RequestDSToken(portInfo);this.docusignPage = new PageReference(retUrl);this.docusignPage.setRedirect(true);...

Using iFrame to serve external content

<apex:page title="Docusign Entry" controller="DocusignInitController" action="{!docusignSetup}" showHeader="false" standardStylesheets="true">

<c:storeOmniture pgName="Docusign Initialization"/><c:storeMenu FromPage="docusign" rendered="{!!isCancel}"/>

<apex:iframe src="{!docusignUrl}" rendered="{!!isCancel && !hasError}"/>

<apex:outputText rendered="{!hasError}" value="This quote is already processed"/>

<apex:outputText rendered="{!isCancel}"><script type="text/javascript">

parent.goBackToQuote();</script>

</apex:outputText>

<c:storefooter rendered="{!!isCancel}"/></apex:page>

Payment Processing Gateway Integration

Credit Card processing using silent post in Visualforce

<apex:page id="superRoot" controller="StoreCreditCardController" title="{!$Label.store_enterCCDetails}" showHeader="false" standardStylesheets="true"> <apex:includeScript value="{!$Resource.cardvalidation}"/> …

<apex:form action=“{!CreditCardSystemUrl}"> … <input type="text" name="lastName"> <select name="card_cardType" id="ccTypes"><br />

<option value="">{!$Label.store_select}</option><option value="001">Visa</option> …

</select> <input type="text" name="cardNumber"/> <select name="card_expirationMonth" id="cardExpMnth">

<option value="01">01</option> ... </select> <select name="card_expirationYear" id="cardExpYr">

<option value="2010">2010</option> … </select>

<input type="hidden" name="orderPage_receiptResponseURL" value="https://.../apex/ReceiptPage" /><input type="hidden" name="orderPage_signaturePublic" value="{!InsertSignature}"/><input type="hidden" name="merchantID" value=…/> …

</apex:form></apex:page>

The controller behind silent post

public class StoreCreditCardController { … // This method gathers the data and calls a Crypto class method to generate signature

public String InsertSignature(String amt, …){ String data = getMerchantID() + amt + …; return EncodingUtil.base64Encode(Crypto.generateMac('HmacSHA1',Blob.valueOf(data),

Blob.valueOf(getPublicKey()))); } public boolean VerifySignature(String data){ return (tranField == EncodingUtil.base64Encode(Crypto.generateMac('HmacSHA1',Blob.valueOf(data),

Blob.valueOf(getPublicKey())))); }

…

Landing for silent post

<apex:form > <apex:actionFunction name="callReceipt" action="{!initi}" /> … <div id="waitingBlock" > </apex:outputText> <div id="imgBlock" style="padding-left:100px"> <img src="{!URLFOR($Resource.styleszip,'/images/waiting_spin.gif')}"></img></div> </div> </apex:form>

… and the controller

public class StoreReceiptController{ public PageReference initPage(){ reason = ApexPages.currentPage().getParameters().get('reason');

if(VerifySignature()){if(reason == '100'){ receiptFwd = new PageReference('/‘…&reason='+status );}else{ //Read the reason code and redirect the user to credit card page

receiptFwd = new PageReference('/apex/creditcardform?...&reason='+status );}

…

Key Take Aways

You can run a very complex, mission-critical application on Force.com.

Taking advantage of force.com features can help you achieve your goals.

Use AppExchange applications, SAAS solutions to extend you business functionality.

Use Apex and Visualforce to extend stock Salesforce.com functionality and tailor user experience.

Emin Gerba

Director, Software Engineering

Samarpan Jain

Principal Architect

Question & Answer

Salesforce.com

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