Expert Hour: Salesforce integration tools - why, what & how?
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The document discusses the importance and benefits of integrating Salesforce with various other tools and data sources to streamline processes, foster collaboration, and enhance user experience. It highlights real-life use cases and integration solutions like Pardot, Cirrus Insight, Mulesoft, and Workato, illustrating how these integrations help businesses make data-driven decisions and improve customer interactions. Additionally, it emphasizes the need for maintaining security standards in integration practices.
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Expert Hour: Salesforce integration tools - why, what & how?
- 1. Expert Hour Integration: Why, What & How? Tuesday November 10th 2015
- 2. 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
- 3. 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
- 4. 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.
- 5. 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
- 6. 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
- 7. 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
- 8. 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
- 9. 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
- 10. 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
- 11. 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
- 12. 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
- 13. What apps can WORKATO connect?
- 14. Demo: Salesforce & Quickbooks Integration Used to manage client accounts and opportunities Used to create and send invoices, as well as accept payment from clients
- 15. Demo: Salesforce & Quickbooks Integration ACCOUNT OPPORTUNITY CUSTOMER INVOICES W
- 16. 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
- 17. 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
- 18. Questions
- 19. 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 Help & Training Article
- 20. thank y u