Expert Hour Integration: Why, What & How?

Tuesday November 10th 2015

TEAM

Geraldine GRAY

Worked with CRMs since 1998 and Salesforce since 2000. Now runs Endiem - a Salesforce practice based in Houston; we believe that Salesforce should work for your company and your unique processes - work should be easier, information should be available and it shouldn’t be a chore.

“We do good work for nice customers”

Salesforce MVP & Principal at Endiem

Geraldine GRAY

A member of the Customers for Life organization at Salesforce for almost 5yrs. Before becoming a Community & Webinar Delivery Manager, I worked with customers as a Success Manager for 4 years, providing guidance and strategic advice to help customers maximize the value of their investment in Salesforce.

Becky WEBSTER

I’ve worked with Salesforce for over 9 years as an admin and a consultant. Currently I consult independently with Allenium based out of Salt Lake City. I believe in the power of Salesforce Admins to influence major aspects of their organizations, and I love nothing more than empowering and working with fellow admins!

Salesforce MVP & Managing Partner, Allenium

Martina CURRAN

Community & Webinar Delivery Manager

AGENDA

WHO this

WEBINAR Is for? WHAT is the format

of the SESSION

WHAT is integration

and WHY is it important

What can integration

do for you?

Use cases & tools

Integration is all about bringing data from disparate sources into one view so that your team can stop working in silos and either see what’s important on one screen or through a single set of reports or so that they can use different types of technology within one view or interface

Everyday example: Your Outlook contacts on

your iPhone

What is integration ?  One view of many data sources

Think about ‘cooking with friends’, some bring the ingredients, some the recipes, others get their hands on…ALL FOR ONE DELICIOUS MEAL.

Why is integration important?  6 reasons

e.g accessing files stored in Box from related Salesforce records

Integration streamlines the user experience

e.g. when a customer who always pays on time asks for a discount the salesperson can view

payment history and make an informed decision

Allows data from one source e.g. an accounting system to flow into another source e.g. Salesforce CRM to enable users to make data-driven decisions

e.g. when an opportunity is closed in Salesforce automatically create an account

in the ERP and notify the Finance team

Keeps your data in sync

e.g. when an opportunity is closed-won in Salesforce begin the software deployment process

to the new customer

e.g. when a case is managed in Salesforce and a worker’s schedule is changed send a text message

to the technician alerting them of the change

Keeps teams in sync and alert to changing workloads

e.g. when a customer raves or complains about your company on Facebook/Twitter

create an integrated workflow to thank them or to solve their issue

Combining disparate tools and data drive a better customer experience

Creates cost efficiencies for staff and removes manual/duplicate work

How do other Salesforce customers use integration in real life?  a. Apps that have connectors between two technologies (PARDOT)

PROS CONS

Admin-installed and controlled but you need to follow instructions and ensure mapping is

correct and security controlled Allows users to add campaign members on

the fly Creates a trail of prospect interactions so you

can drop the right info at the right moment

Integration features can change with each release so the admin needs to stay on their toes Currently there are two systems to maintain

Using PARDOT AND SALESFORCE to manage customer interactions and marketing activities

Important because ANYONE with patience and some Salesforce skill can set it up

USE CASE: An investment firm

specializing in identifying and

accessing venture capital and growth equity partnerships

How do other Salesforce customers use integration in real life?  a. Apps that have connectors between two technologies (CIRRUS INSIGHT)

“Using Cirrus Insight has increased Salesforce adoption for every user because the whole company is now logging activities

and working with their opportunity records every day.

Plus they can use company email templates so our messages are standardized”

Paid app requires some internal selling vs. the free Salesforce connector

Using CIRRUS INSIGHT to Cirrus Insight to put Salesforce inside Outlook/Gmail

Important because it allows users to work in their email but view and manage Salesforce records in the SAME SCREEN

USE CASE: An investment firm

specializing in identifying and

accessing venture capital and growth equity partnerships

PROS CONS

How do other Salesforce customers use integration in real life?  b. Ready-made integration tools like Mulesoft, Jitterbit, Infomatica or others

A ready-made integration platform that is future-proof

Provides self-monitoring, one and done setup

Lives behind the customer’s existing firewall and meets required security policies

Needs a developer and IT to setup Admin needs to understand how data integrates with other tools and workflows Team must determine which record will win on a conflict and how to design data ETL

Using MULESOFT to connect their ERP data (JD Edwards) and their salespeople's information to Salesforce

Important to this company because clients often order via customer service and bypass the sales team for services which can mean a LOST UPSELL

USE CASE: Leading oil and gas equipment manufacturer in

Houston

PROS CONS

How do other Salesforce customers use integration in real life?  c. Utilizing the SFDC API

Solution is very robust and scalable One and done solution for many years

Sits behind their firewall Very cost effective when processes will not

change Lots of documentation and support to help

implement

Needs a developer and IT interaction You must have your process and requirements well-defined Can be time-consuming to set up Need to understand and determine which API solution is the best fit for your company

Using subscription-based industry data to plot activities on a Google-like map inside Salesforce that illustrates rig movement

Important because when a rig moves it should motivate the salesperson into action

USE CASE: A Houston-based organization that

operates in oil fields across every major shale play in the U.S. to deliver water solutions to

customers

PROS CONS

How do other Salesforce customers use integration in real life?  d. Plug and play integration connectors e.g. Zapier, Workato

Almost risk-free, expert solutions Ready to go out of the box or Zapier will

build it for them Low cost entry to AppExchange integration

Fixed fee Controlled by third party Might not scale if their AppExchange product becomes hugely successful

Build an INSTANT CONNECTOR between an external app and Salesforce

USE CASE: A Portland-based software product

company have many customers who want to connect their new marketing tool with existing Salesforce

data

PROS CONS

Demo: Building an Integration Independently …Without Code!

SCENARIO: A small business who uses Salesforce for CRM and Quickbooks (“QBO”) for accounting would like to create an automatic integration of their customers

and invoices between the two applications

Challenge: integration with the QBO connector

Solution: use Workato to build recipes that trigger synchronization updates

What is WORKATO? INTEGRATION TOOL that does not require

Code or integrations experience

Engine that allows you to create “RECIPES”

That can create or update records in one system

based on a specific trigger in another system

Browse and clone recipes created by other

members of a Workato COMMUNITY

At the intro level the SERVICE IS FREE, making it

a fantastic resource for admins

What apps can WORKATO connect?

Demo: Salesforce & Quickbooks Integration

Used to manage client accounts and opportunities

Used to create and send invoices, as well as accept payment from clients

Demo: Salesforce & Quickbooks Integration

ACCOUNT

OPPORTUNITY

CUSTOMER

INVOICES

W

Demo goal: sync customers and invoices between Salesforce and QBO

Scenario 2

When customer Opportunity closes

in Salesforce, generate new

invoice in QBO

Scenario 3

When customer pays QBO invoice, update Opportunity record in Salesforce

Scenario 1

New customer Account in

Salesforce triggers new customer record in QBO

Review: why is integration important?

Integration streamlines the user experience

Allows data from one source e.g. an accounting system to flow into another source e.g. Salesforce CRM to enable users to make data-driven decisions

Keeps your data in sync

Creates cost efficiencies for staff and removes manual/duplicate work

Keeps teams in sync and alert to changing workloads

Combining disparate tools and data drive a better customer experience

Questions

To maintain the highest security standards and

promote the safety of your data, we occasionally

need to make security improvements and retire

older encryption protocols.

To maintain alignment with these best practices and

updated compliance requirements from the PCI

Security Standards Council, Salesforce will disable

the use of TLS 1.0 for connections to and from

Salesforce.

 We take the protection of your data seriously At Salesforce, trust is our #1 value

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