Download - Expert Hour - Salesforce Integration Tools
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
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 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
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