ThousandEyes webinar from Tuesday September 17th 2019, presented by Archana Kesavan, Director of Product Marketing at ThousandEyes and Anil Sistal, Platform Architect at Schneider Electric on the topic of Schneider Electrics migration to ThousandEyes Synthetic Monitoring for Salesforce Lightning.
21. Page 21Confidential Property of Schneider Electric |* Bridge Front Office
bridge Front Office (bFO)
A global CRM program
43 000+ Users
130+ Countries
5 Key Business Processes
9 Years
1 Global Standard
Increase Cross-Selling
Single Org Multi-Clouds Large
scale
ISV/OEM
30+ AppExchange packages
Sales
22 000 users
Service (Customer Success & Field
Services)
4 500+ Agents
App
10+ custom apps – 20 000 users
Communities
8+ Communities – 800 000 partners
22. Page 22Confidential Property of Schneider Electric | Page 22
bFO Lightning - Monitoring & Availability
Determine the need
Evaluate fitment,
assess benefits and
readiness
Get ready to roll out Deploy Support adoption
and improve
Define evaluation metrics -
KPIs and Pilot study scope
Identify solution(s) for
evaluation
Quantify effort to move
and plan project
Current monitoring solution
coming to end-of-life
Assess current capabilities
Identify short coming(s) in
current solution
Assess future strategic
needs to enable business
readiness
Initiate assessment study
Complete the pilot (3-
month) study
• Assess technical
Capability to get
monitoring insights of
E2E customer journey
• Identifying problems
areas
• Ease of Maintenance
& Configuration
• Ease of Use
Monitor user satisfaction
Drive continuous
improvement
Roll-out / Deploy
Collect feedback and react
fast
Approach adopted
Where we are
Assess &
Plan
Support &
Scale
Roll outExecuteDiscover
Confidential Property of Schneider Electric |
23. Page 23Confidential Property of Schneider Electric |
- Initial introduction to ThousandEyes via a Salesforce
recommendation
- We determined our current solution lacked:
- Support for monitoring Salesforce Lightning
- Support for key solution components such as Service Cloud Console
- We needed:
- End to end visibility of the routing, showing bottlenecks and issues with
route optimization
- To see full picture including private networks, on-premise, internet and
the cloud
Determining the Need
24. Page 24Confidential Property of Schneider Electric |
Project Scope
- The initial pilot included both ThousandEyes Enterprise and
Endpoint Agents
- Pilot
- 7 Enterprise Agents for Synthetic
Monitoring
- 80 Endpoint Agents
- Solution
- 40 Enterprise Agents
- 220 Endpoint Agents
25. Page 25Confidential Property of Schneider Electric |
bFO Lightning Monitoring Use Cases
Objective: Identify by observing on bridge Front Office what is slow.
Process:
- Call the Country SPOC (defined in the Excel File) and answer to the following question
and provide all information requested depending of use case:
● Provide tabs name and URL to something that loads
slowly
● Define how slow it is
● Assess the time to access to the record
●Provide process impacted and URL to something that
loads slowly
● Define how slow it is
● Assess the time to access to the record
●Provide Analytics tool name and URL to something that
loads slowly
● Define how slow it is
● Assess the time to access to the record
Is loading a specific tab or all
tabs slow?
(one part of bFO: case,
opportunity…)
Is loading specific process or
all processes slow?
(daily activities: Customer care,
sales, …)
Is loading one analytics tool or
all slow?
(Reporting activities: reports,
dashboards, view…)
OR
OR
26. Page 26Confidential Property of Schneider Electric |
Examples of Enhanced Visibility
Detailed Synthetic Monitoring of our user experience for Salesforce Lightning
https://xx.xxx.x.xxx
27. Location 1
Location 2
Location 3
Location 4
Page 27Confidential Property of Schneider Electric |
Examples of Enhanced Visibility
Ability to monitor the performance of ISPs peering paths with Salesforce
We are now able to pinpoint
performance issues in the extended
network infrastructure our users
leverage to access Salesforce
28. Location 3
During the pilot we were
able to pick up a
significant outage in their
Chicago Data Center
Location 1
Location 2
xx.xxx.x.xxx
xx.xxx.x.x/xx
Page 28Confidential Property of Schneider Electric |
Examples of Enhanced Visibility
And the performance of the Salesforce network infrastructure itself
29. Location 1
Page 29Confidential Property of Schneider Electric |
Examples of Enhanced Visibility
As well as BGP route leak events from Airtel sending Indian Zscaler traffic via San Francisco
Traffic from an Indian exit location
to Zscaler ZEN in India was
temporarily routed via Aberdeen,
Milan and San Francisco due to
an Airtel BGP route leak
30. Schneider
Network
Page 30Confidential Property of Schneider Electric |
Examples of Enhanced Visibility
Endpoint Agents enable us to troubleshoot right to the user desktop
Ability to include in path devices
such as Wireless Access Points &
Layer 2 devices in the context of
the end-to-end network path
31. Page 31Confidential Property of Schneider Electric |
- Observations
- Monitoring capabilities available in a single tool – Application, Network, DNS, BGP
- Easy to setup with minimal effort
- Re-use of existing Selenium Automation scripts
- Availability of skilled customer support, and great pre-sales support
- All required features are available – Waterfall Reporting, Graphical Network path representation
- Looking forward
- Deploying at scale for the entire Salesforce global implementation
Observations & Next Steps