PART

NER FIELD GUID

E

BECOME A COA CHAMP

ION

1. WHAT IS THE CHANNEL ORDER APPLICATION? >2. THE JOURNEY TO BECOMING A COA CHAMPION >3. GETTING COA ACCESS >4. HOW DO YOU USE THE COA? >

6. COMMON QUESTIONS >5. YOU’VE SUBMITTED YOUR ORDER. NOW WHAT? >

7. TERMS TO KNOW >

Click on the section you want to learn more about below.

TA B L E O F C O N T E N T S

02

Accelerate your business with our Salesforce Partner Field Guides,

your personal handbook and digital sidekick, accompanying you on

your adventure in the Salesforce ecosystem. Each guide dives into a

specific partner process—outlining best practices, addressing common

questions, and defining key terms.

Use this guide to get up to speed on Channel Order Application

(COA) setup, order placement, and billing procedures. Then, polish

up on your COA terminology and get your most common questions

answered before you even ask them. Make cents? Let’s dive in.

BECOMING A COA CHAMPION

WHAT IS IT? GETTING ACCESS

USING THE COA

COMMON QUESTIONS

TERMS TO KNOW

Welcome to the Salesforce Partner Field GuideB E C O M E A C H A N N E L O R D E R A P P C H A M P I O N

1.What is the Channel Order Application?041. 2. 3. 4. 5. 6. 7.

Partners use the Channel Order Application

(COA) to place customer orders and report sales

to Salesforce. This allows Salesforce to track

revenue sharing in accordance with your Salesforce

partnership agreement.

After you’ve passed security review and published

your application on AppExchange, it’s time to sell it

to the public. What happens after you’ve completed

your sales to end customers? The orders need to be

submitted to Salesforce via the COA.

What is the Channel Order Application?

051. 2. 3. 4. 5. 6. 7.

2.The Journey to Becoming a COA Champion061. 2. 3. 4. 5. 6. 7.

START HERE

YOU CAN NOW SUBMIT ORDERS VIA COA!

3. CompletePrerequisites

1. Sign PartnerAgreement

4. Create andSubmit Order

5. ReceiveInvoice

6. CompletePayment

2. Request Partner Business Org Access

The Journey to Becoming a COA ChampionFollow the steps in the journey to set up and submit your first order on the COA. Click on each step

to learn more about each milestone along the way. Happy trails!

07

3.Getting COA Access081. 2. 3. 4. 5. 6. 7.

First things first. Once your partnership agreement

has been fully signed, you are able to request your

own Partner Business Org (PBO), which you’ll need

to get access to the COA. The PBO contains two free

Sales Cloud licenses as well as the applications that

partners use to manage their sales and distribution.

Each PBO comes pre-installed with the COA and the

License Management App (LMA).

Unsure if you’ve completed all the steps needed to

finalize your partnership agreement? Reference the

ISV Onboarding Guide to find out.

To request your PBO, simply submit a case here.

Make sure to select “Partner Business Org” as

the case subtopic. You will also need to provide

the mailing address listed on your Salesforce

partnership agreement. Alternatively, if you already

have an existing Salesforce instance, you can opt to

add your company’s two free Sales Cloud licenses

to the existing org. You will need to provide the

existing org ID on the case and then install the COA

and LMA separately.

Request Your Partner Business Org

091. 2. 3. 4. 5. 6. 7.

https://salesforce-appexchange.relayto.com/post/isv-onboarding-guide-jcvehuiiqzjsr/slides?hub=partner-community-5e70a5780bf97https://partners.salesforce.com/newPartnerCase?subtopic=BenefitsAndTools

Once you have set up your PBO, make sure to complete the prerequisites listed below in order to use

the COA successfully:

1. Take the COA Basics Trail

Learn how to get started on COA, create orders, track order status, and ensure accuracy.

Take the trail >

2. Assign Permission Sets to Channel Order App Users

Provide COA access to team members who will be using it.

3. Define a COA email service

After you assign Channel Order App (COA) permission sets, define an email service to make your

org ready to sync your product catalog.

4. Request your COA credentials

Submit your case for COA Service Credentials here using the “Service Order Credentials”

subtopic and make sure to provide the appropriate Org ID of your PBO in the case.

Do Your Homework to Get COA Access

101. 2. 3. 4. 5. 6. 7.

https://trailhead.salesforce.com/en/content/learn/modules/channel-order-app-basicshttps://trailhead.salesforce.com/en/content/learn/modules/channel-order-app-basicshttps://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/coa_grant_access.htm?search_text=emailhttps://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/coa_email_service.htm?search_text=emailhttps://partners.salesforce.com/newPartnerCase?subtopic=COA

Sometimes you need a little help along the way. Check out these these handy resources

that will provide extra guidance as you complete the COA prerequisites.

COA Setup Video

Learn how to perform the initial COA set up, step by step.

Watch the video >

ISVForce Guide

Learn to plan, build, distribute, market, sell, and support solutions that run on the

Salesforce platform.

Read the guide >

Get Some Help Along The Way

111. 2. 3. 4. 5. 6. 7.

https://sfdc.co/COASetuphttps://sfdc.co/COASetuphttps://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/packaging_intro.htm?search_text=emailhttp://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/packaging_intro.htm?search_text=email

4.How Do You Use the COA?121. 2. 3. 4. 5. 6. 7.

The date the partner submits their order to Salesforce is known as the Service Order submission date. The Service Start Date of the order should align with the start of the subscription terms agreed upon between the partner and the partner’s end customer. Invoicing to the partner will begin on the Service Start Date and not the order submission date. The Service Start Date of the initial order will determine the monthly or annual contract renewal date for your end customer.

In the example above, the initial order establishes the 17th of each month as the contract renewal date. If this order was connected with an annual contract, then the terms would renew one year from the Service Start Date listed.

Congratulations! You’re now officially set up to place

orders within the COA. Now let’s move on to the good

stuff — how to actually use the COA in your day to day.

We’ve got all of the details in the pages ahead so that

you can become a COA champion.

It is important to know that partners are required to

submit an order to Salesforce via the COA for every

application subscription sold to an end customer.

Orders must be submitted within one business day of

the partner’s receipt of the corresponding customer

order.

Each individual order must contain specific

information about the end customer including their:

1. Org ID2. Customer name3. Complete billing address4. Order type5. Products and quantity sold6. Pricing7. Start date8. Acceptance of customer agreement terms and conditions

In order to keep track of various customer orders,

don’t forget that you can utilize the “SFDC Invoice

Description” field to input key identifying information

pertaining to the customer order such as a PO#.

How Do You Use the COA?

131. 2. 3. 4. 5. 6. 7.

Partners are able to submit various order types within the COA depending on the customer scenario.

Take a look at the different options below and what they mean.

Choosing an Order Type

APPY TIP

Order Type Description Customer Type

Initial• The very first order submitted for a new customer.• You only need to enter the customer’s full information for the initial order. For subsequent

orders you can enter the Company Name or the Org ID to identify the customer.New customer

Add-On • Addition of products or increase in number of licenses for an existing customer. Existing customer

Upgrade• An increase in price of existing licenses mid-contract. And/Or• Upgrade a customer to a higher-priced product mid-contract.

Existing customer

Renewal• Renewal of existing contract that is not set to auto-renew. And/Or• Change in price of existing licenses upon contract renewal.

Existing customer

Reduction • Removal of some products or decrease in the number of licenses on a customer contract. Existing customer

Cancellation • Permanent removal of all products at the end of a customer contract. Existing customer

Upgrade and renewal orders must include all products and licenses the end customer should have within their org after this particular order is processed. Check out this visual to learn more.

141. 2. 3. 4. 5. 6. 7.

http://salesforce.vidyard.com/watch/ov525LFNqPgihJh2hrNxr5http://salesforce.vidyard.com/watch/MLDH1XnyYezFNAK6TzkDRphttp://salesforce.vidyard.com/watch/6oVKoHAxcGW6tUmb9QugYBhttp://salesforce.vidyard.com/watch/XvUtUJSZxb9nJ655oHsarYhttp://salesforce.vidyard.com/watch/68gzEC12jGBQgvZrWDNwvqhttp://salesforce.vidyard.com/watch/4WmPfeDziMfKhvi2a78ET7https://salesforce-appexchange.relayto.com/post/difference-between-upgrades-and-renewals-rvy97a6smpnd4/slides?hub=partner-community-5e70a5780bf97

Your Contract Term contains the terms of your customer order in accordance with your Partner

Agreement. It also includes your Partner Product Catalog, which is made up of the SKUs you can

place orders against and other relevant information such as pricing and product special terms.

By selecting your Contract Term, you will help us identify the specifics of your Salesforce agreement

as well as your related product SKUs without the need to manually enter that detail into each order. If

you only have one Contract Term, your order will default to those terms.

Order Terms & Conditions

Partners have the ability to recall COA orders shortly after the original submission to remove it from the processing queue. Simply click on “Recall” for the appropriate order within the Service Orders tab of the COA.APPY TIP

151. 2. 3. 4. 5. 6. 7.

APPY TIP

Reduction, renewals, and cancellation orders must be placed at least 30+ days prior to the contract renewal date. Learn more here.

For more information on orders and order types, please check out our COA Order Submission

Playbook and overview page for specific order type video tutorials, in-depth descriptions, and step by

step order entry guidance.

The table below includes a list of the available order terms. Please note: orders should contain the

price agreed upon by both the customer and partner. Regardless of the price featured on the order,

your revenue share rate with Salesforce will not change.

Order Terms Condition Details

Program Type • Is this for an ISVforce or OEM application?

Contract Terms• The customer's contract terms including duration, renewal term, auto renewal, cancellation terms,

and billing specifications.

Price• What is the revenue sharing rate associated with your specific product SKU?• Is it a fixed rate product or charged as a percentage of net revenue?

Order Terms & Conditions Continued

161. 2. 3. 4. 5. 6. 7.

https://salesforce-appexchange.relayto.com/post/reduction-and-cancellation-ureaw2yglkm65/slides?hub=partner-community-5e70a5780bf97https://partners.salesforce.com/0693A0000074Lvw?retUrl=%2F_ui%2Fcore%2Fchatter%2Fcontent%2FUserFileListPage%3Fu%3D0053A00000DZAaihttps://partners.salesforce.com/0693A0000074Lvw?retUrl=%2F_ui%2Fcore%2Fchatter%2Fcontent%2FUserFileListPage%3Fu%3D0053A00000DZAaihttp://p.force.com/coa

5.You’ve Submitted Your Order. Now What?171. 2. 3. 4. 5. 6. 7.

will automatically be generated and emailed directly to

the partner’s billing contact that we have on file. Your

invoice will contain your account number, billing contact

information, and total invoice amount including tax and

exchange rates when applicable. The invoice will include all

order information including product start and end dates,

order quantities, and product prices by individual order line

items. Take a look at invoice examples below by region.

Review a sample USD Invoice here >

Review a sample GBP Invoice here >

Depending on the order type, the invoice will be issued

within one business day to up to one month. Salesforce will

issue your invoices in accordance with your partner terms.

To streamline business processes, partners have the option

of submitting a case to consolidate all invoices over the

course of the month into a monthly account statement.

You've Submitted Your Order. Now What?

Once your order(s) are submitted, you are able to track

the status within the Service Orders tab of the COA.

You’ll see a high-level summary with the order number,

customer name, customer org ID, order value, order type,

and order status. For more detail, you can simply click on an

individual order for more information including order terms

and dates.

After Salesforce receives and reviews your order, we will

activate the products and licenses for your customers.

Billing & Invoicing

For each individual order placed on the COA, an invoice

APPY TIP

Transfer licenses from one org to another for the same end customer via a case. Learn more about swaps and transfers here.

181. 2. 3. 4. 5. 6. 7.

https://org62.my.salesforce.com/sfc/p/000000000062/a/0M000000c95f/8IUZR8UIZ2IvtMD3audTn0Md.jd6lHFyu7JBf8oUdEshttps://org62.my.salesforce.com/sfc/p/000000000062/a/0M000000c95a/Dq6FL2PToqJsFned1lLMtC7pOeiixqJLXPGAXxZ4IkIhttps://salesforce-appexchange.relayto.com/post/difference-between-swaps-and-transfers-cwhgtrdcs3sns/slides?hub=partner-community-5e70a5780bf97

rate is based on the partner’s shipping address. If you are

eligible for a tax exemption, be sure to submit proper

documentation to Salesforce prior to transacting within

the COA. If partners do transact with Salesforce prior to

providing the necessary tax exemption documentation,

their invoices will include all applicable taxes and they will

be due as invoiced.

Eligible for tax exemption? Make sure to submit a tax

exemption certificate by logging a case via the Partner

Community here using the subtopics “Sales Tax Inquiry.”

Please provide appropriate tax exemption certification and

any accompanying material. Note that this is only applicable

for partners based in the United States.

The Payment Process

Partners are required to pay Salesforce for services provided

to end customers via wire transfer. You can review key

information on wire transfer practices here based on the

partner’s region and country of origin.

Partners must also pay their outstanding bills to Salesforce

within 30 days of the invoice issuance unless specifically

noted otherwise in your partnership agreement. The

required payment date is also listed on the copy of

the invoice.

Don’t Forget the Service Order Tax (for U.S-Based Partners)

When reviewing your invoices, you may notice a sales tax

will be placed on all COA orders. The specific sales tax

191. 2. 3. 4. 5. 6. 7.

https://partners.salesforce.com/newPartnerCase?subtopic=BillingInquirieshttps://partners.salesforce.com/newPartnerCase?subtopic=BillingInquirieshttps://help.salesforce.com/articleView?id=000328621&type=1&mode=1&language=en_UShttps://help.salesforce.com/articleView?id=000328621&type=1&mode=1&language=en_US

APPY TIP

Reference example scenarios on how Salesforce ISV pricing works between PNR, floor price, and fixed price here.

For add-on orders, a prorated invoice will be issued to

co-term the order with the existing licenses. Then the order

will be included in the customer’s monthly invoice moving

forward.

Unless there’s a specific change in your Partner Agreement,

Salesforce will issue your invoice for each end customer on

a monthly basis based on the service start date of the initial

order for that end customer. For example, if the customer’s

service start date was on the 15th, then you will be invoiced

on the 15th of each month for that customer.

A Few Things to Keep In Mind

Invoices are issued the day before the order start date with

the exception of renewal orders, which will be reflected

in the recurring monthly invoice for your end customer.

Partners can also request to receive a monthly statement

containing all transaction activity billed against their

account within a given month. Partners with an ISVForce

program type are eligible to receive this by default. OEM or

VAR partners must submit a “Billing Inquiry” case through

the Partner Community to request for approval. Monthly

Account Statements will be distributed on a separate basis

on the 10th calendar date of the following month.

201. 2. 3. 4. 5. 6. 7.

https://salesforce-appexchange.relayto.com/post/salesforce-pricing-guidelines-rdg57trteikjx?hub=partner-community-5e70a5780bf97https://partners.salesforce.com/newPartnerCase?subtopic=BillingInquiries

6.Common Questions211. 2. 3. 4. 5. 6. 7.

How do I dispute my charges if I believe there’s an error on my invoice?

How do I request contact changes to my invoice (billing information, responsible employee, etc.)?

A:

A:

Q:

Q:

Per standard contract terms, all service orders are non-cancelable by partners after acceptance by Salesforce. It is the responsibility of the partner to correctly submit service orders with the COA. If you feel there’s been a mistake on your invoice, Partners can submit a case via the Partner Community here using the subtopic “Invoice Inquiry.” This case should include the customer org ID, invoice details, and the dispute in question. If more than one dispute is being filed, the Salesforce Billing Dispute Template may need to be attached to the case. If required after the case is submitted, our support team will provide the billing dispute template to the partner directly.

Partners can submit a case via the Partner Community to correct any incorrect contact information on their invoices. Submit your case here using the subtopic “Update Billing Information.” Please outline all the incorrect information in the case and the requested change(s).

221. 2. 3. 4. 5. 6. 7.

https://partners.salesforce.com/newPartnerCase?subtopic=BillingInquirieshttps://partners.salesforce.com/newPartnerCase?subtopic=BillingInquirieshttps://partners.salesforce.com/newPartnerCase?subtopic=BillingInquiries

Why are my monthly bills different values?

A: Q:

How can I provide my tax exemption documentation?

A: Q: It is important to note that tax exemptions are only applicable for partners based in the United States. Partners who are eligible to submit a tax exemption certificate must do so by logging a case via the Partner Community here using the subtopic “Sales Tax Inquiry.” Please provide appropriate tax exempt certification along with other relevant documentation when submitting your case.

It’s possible certain recurring monthly charges you are anticipating from Salesforce may change in value from month to month. These rates are calculated by how many days are in each particular month rather than calculated on a flat rate divided evenly across each month. All predetermined annual rates will eventually equal the agreed upon fee at the end of the 12 month billing period.

For example, partners would be charged different rates between February (28 days), March (31 days), and April (30 days).

231. 2. 3. 4. 5. 6. 7.

https://partners.salesforce.com/newPartnerCase?subtopic=BillingInquirieshttps://partners.salesforce.com/newPartnerCase?subtopic=BillingInquiries

Why am I getting multiple invoices?

A: Q: Invoices are issued to partners for each individual order submitted. Partners do have the option of submitting a case to consolidate all invoices over the course of the month into a monthly account statement.

Where can I find additional documentation around the COA and partner experience?

A: Q: You can refer to the Channel Order Application page at p.force.com/coa for additional enablement documentation, including our COA FAQ. The ISVForce Guide is another resource that outlines the COA set up process and more.

You can also find lots of useful COA documentation by searching within the Help section of the Trailblazer Community at https://trailblazer.salesforce.com/

What are derived product fees? How are these calculated?

A: Q: Derived priced products are products where the price is calculated as a percent of a contributing license. Examples include sandboxes and platform encryption. Derived product fees are calculated by multiplying any sales to your end customer by a predetermined percentage. These fees will be populated on your standard monthly invoices.

241. 2. 3. 4. 5. 6. 7.

http://p.force.com/coahttps://partners.salesforce.com/0693A0000074Lvmhttps://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/packaging_intro.htm?search_text=Before%20you%20configure%20your%20connectionhttps://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/packaging_intro.htm?search_text=Before%20you%20configure%20your%20connectionhttps://trailblazer.salesforce.com/https://help.salesforce.com/articleView?id=000352188&language=en_US&type=1&mode=1

7.Terms to Know251. 2. 3. 4. 5. 6. 7.

Contract Terms

The mutually agreed upon program model, product catalog, and product pricing between Salesforce

and the partner.

Fixed Price Products

Products within a partner catalog that have a constant, flat rate per unit.

Floor Price The floor price is the lowest amount partners pay Salesforce for an applicable product, regardless of end customer pricing.

Transfers are required when moving product licenses from one org ID to another org ID for the same

end customer.License Transfer

COA order submissions that contain an error such as incorrect product, price, or quantity can be

corrected via a case submitted within the Partner Community.Order Entry Revision

261. 2. 3. 4. 5. 6. 7.

The production environment that enables partners to publish and manage the sale and distribution

of their products. The PBO has pre-installed AppExchange partner tools along with two free Enterprise

Edition Sales Cloud licenses.

Partner Business Org (PBO)

The percentage of net revenue is the amount that the partner owes to Salesforce for each end customer

sale by either per user or per org as dictated in their agreement as part of the revenue sharing model.Percentage Net Revenue (PNR)

The Salesforce Organization ID or Org ID is the unique 15-digit identifier for your Salesforce instance.Org ID

Partner Order Term used interchangeably for Channel Order App (COA). Partner Order is the term found within the AppLauncher in your Salesforce instance to enter the COA.

271. 2. 3. 4. 5. 6. 7.

Service Order Service Orders are based on the corresponding order agreement between the partner and their end customer to provision services or deliver products with a known quantity, price, and service date. Service

Orders are entered within the COA, based on the Salesforce Partner agreement, to help partners track

end customer products, services, and revenue sharing with Salesforce.

Product Catalog

The list of products that partners are able to sell to their customers based on the agreement they’ve

signed with Salesforce.

An agreement between Salesforce and the partner that governs the partner’s participation in various

Salesforce programs and utilization of the Partner Community.Salesforce Partnership Agreement

Product Swap Product swaps occur when a partner would like to change a product on their end customer’s contract with an equivalent product.

281. 2. 3. 4. 5. 6. 7.

To learn more about the Channel Order Application, visit p.force.com/COA

Keep blazing your trail!

http://p.force.com/COA