The Salesforce1 Platform offers a rich set of features for engaging higher education audiences including Communities, Chatter, Salesforce1 Platform, custom mobile apps, social listening, etc. In this interactive roundtable discussion, we will talk about the technical benefits and challenges of deploying the Platform in a Higher Ed context, then open up the session for audience contribution/participation. The goal is to share experiences so as to accelerate the deployment of Salesforce1 Platform in higher ed environments, and learn from the innovations introduced by peers.

1. Best Practices Leveraging Salesforce1

2. Steve Faris
Chief Platform Officer - Bluewolf
steve.faris@bluewolfgroup.com
@SteveFaris
Shane Sugino
Director, Higher Education - Bluewolf
shane.sugino@bluewolfgroup.com
@ShaneSugino

3. A Sample of Current Customers:
Higher Education

4. Best Practices Leveraging Salesforce1
• Platform
• Architecture
• Governance
• Application Roadmap
• Advanced Platform features for driving Student
Engagement

5. Quick Poll
• Who’s a “newbie” to Salesforce.com?
• Who’s deployed a Sales, Service, or Marketing Cloud?
• Who’s deployed a Salesforce Community?
• Who’s deployed a Salesforce mobile app using the Mobile SDK?
Salesforce Touch? Salesforce1 Mobile?
• Who has done an Org Merge? An Org Split?
• Who has over 1000 users running Salesforce at your institution
today?

6. Platform Considerations

7. Service
Custom
App
Sales
App
Exchange
Marketing
Force.com Site.com
Database.com
AppExchange Apps
ERP
Any System
Finance
Systems of RecordSocial
Integration
Chatter
Data.com
Identity
Technology Platform: Salesforce1
Heroku
APIs,WebServices,Loader,OtherTools
Multi-Tenant Cloud Infrastructure
Mobile Services Communities

9. Salesforce1: Have we got the right platform?
• Multi-tenant
• Cloud-based
• Saas AND PaaS
• 3 non-disruptive Releases/yr bringing additional Value
• Rich Applications AND a completely open platform
• Internal AND External audiences
• Employee AND Customer (Student) Communities
• Social Integration
• Data Cleansing & Enrichment

10. Architecture Considerations

11. Architecture
• “Accidental” vs. “Intentional” architecture
• Single-Org vs. Multiple Orgs
• “Build” vs. “Buy” vs. “Buy AND Build”
• Data Model usage (Standard vs. non-Standard)
• AppExchange Apps: Events, Email, Calendar, Survey, Volunteer
Management, Payments, etc.
• Common standards: MDM, Integration Technologies, Identity &
Access Management, etc.

12. The Kellogg School of Management:
Pre-Salesforce.com
" Natural state of affairs:
• Information/data not naturally shared across
departments
• Activities are often duplicated
• Manual processes: Highly inefficient use of scarce
resources
• Not an ideal way to run a professional relationship-
driven organization
" The alumni experience:
• Duplicate outreach
• Lost alums / Ignorant of changes in careers
• Inundating “go to” alums for events
• Reliance on “memory” or “who you know” for
participation
• Ignorant of alumni campus activities
Advance
-ment
Corp
Partner-
ships
NU
Farley
Center
HEMA
PhD Heizer Center
for PEVCReal Estate
Career
Management
Center
Zell Center /
Asset Mgmt
Levy Institute
Social
Enterprise

13. Heizer
Center for
PEVC
Real Estate
Career
Management
Center
Zell Center /
Asset Mgmt
Levy
Institute
Social
Enterprise
Phase 1 Phase 2 Phase 3
Advance
-ment
Corp
Partner-
ships
FTMBA
Students
NU Athletics
School of
Cont Ed
PhD
HEMA
Alumni Mgmt
M.S. Comm
NU Farley
Exec Ed
Phase 4+
The Kellogg Salesforce.com Architecture

14. Gartner Pace Layered Architecture
Systems of Innovation
Systems of Differentiation
Systems of Record
Pace-Layered Application Strategy
Control
Agility Investment
Source: Gartner, 2012
“I know what I
want and it
doesn’t have to
be unique”
“I know what I want
but it has to be
different from my
competitors”
“I don’t know
exactly what I want.
I need to
experiment”Differentiation through rate and range of change …

15. Salesforce Org Strategy: Catalog of Single & Multi-Org
Approaches
• Independent Orgs (with Point-to-Point Integrations)
• Global Reporting Org
• Hub & Spoke Orgs
• Bus Configuration
• Hierarchical Orgs
• Federated Orgs
• Single (Consolidated) Org
Tightly Coupled
Loosely Coupled

16. • Current State SFDC Footprint
• Security Model & Sharing
• 360 Degree View
• Data Model
• Degree of Customization
• Enterprise Fit
• Global Reporting
• Administration
• Standardization
• License Efficiency
• Collaboration
• Integration Complexity
• Application Isolation
• Development Flexibility
• Testing Flexibility
• Upgrade Flexibility
• Future Flexibility
• Identity Management/SSO
• Governance
• Platform (Governor) Limits
Single vs. Multi-Org Architectural Considerations

17. !
Affiliation Model
Managing Extended Contact
Attributes and Relationships

18. Governance Considerations

19. Why Governance? Managing the influx of change
Without Governance management of
Salesforce can quickly become chaotic

20. Why Governance? Salesforce Innovation Cadence
• Rapid, Predictable Release Schedule
– Major Releases: Major new features, Integrations, heavy Training
– Minor Releases: Regular enhancements, Smaller Features
– Maintenance Releases: Weekly “sweep” of small changes
Q1 Q2 Q4Q3

21. Why Governance? Continuous Innovation Strategy
• Establish Policies, Processes, & Tools that sustain innovation
• Goal: Continuous Enhancement with rapid (monthly, bi-weekly) releases …
… while feeding a larger roadmap and capability according to an agreed-up roadmap
Release
1.0
Release
2.0
Release
3.0
Release
N
Admin/
BA
Enh.
Team
Quality
Team
Release
Mgr.
Super
User
Deploy
Ticket
entry
…

22. Other Governance Considerations
• Central vs. Distributed Governance Model
• Demand Sources / Intake
• Prioritization Process
• Agile Development Methodology
• Quality Assurance/Continuous
Integration
• Release Management
• Production Operations / Support
• Standard Policies, Processes, and Tools

23. Bluewolf ALM (Application Lifecycle Management)
• Manage the lifecycle of application
changes from Capture to Delivery
• Streamline/Automate Agile
Development Processes
• Automate QA
• Automate Release Management
• Create “living” documentation
• Ensure (and demonstrate)
Compliance
Requirements
Capture
Knowledge
Base
Requirements
Management
Release
Planning
Release
Management
Continuous
Integration
Quality
Assurance
Dynamic
Documentation
Compliance

25. 25
Commercial Confidence25
Commercial Confidence
Roadmap for Cloud Transformation
One Platform
One Architecture
One Global Schema
Agile Governance
Foundation
Build
Structure &
Strategy
Adapt &
Innovate
Phase 1
• Reference Architecture
• Platform Standards
• Cloud Infrastructure
• Open Integration
• Enterprise Data
Considerations
Optimize
Phase 2
• Social Platforms
• Mobile/Multi-Device
• Enterprise Analytics
• Cloud Governance
Phase 3
• Operational Excellence
• Portfolio
Rationalization
Implement &
Iterate

26. Application Roadmap

27. • Student Lifecycle
– Prospect
– Applicant
– Admittee
– Enrolled
– Student Experience / Retention
– Graduate
– Certified Practitioner
– Employee
– Alumni
– Repeat the cycle …
• Other Engagement / Relationship
Management Processes
– Alumni Relationship Management
– Donor Relationship Management
– Partners / Parents / Sponsors
– Speaker Relationship Management
– Corporate Relationship Management
– Community Relations Management
– Business/Industry Alliance Management
– Commercialization Management
– Employee (Faculty, Staff) Management
Key Higher Ed Lifecycle Processes

28. Bluewolf Higher Ed Solution Roadmap
Attract:
Recruit &
Capture
Engage:
Student
Life
Sustain:
Professional
Life
Empower:
Professional
Development
Expand:
Commercialization
& CRM
• Marketing
Automation
(potential
students)
• Recruitment
• Application
Processing
• Admissions
• Registrar
• Student Services /
Engagement
• Student Personas
• Campus
Communities
- Students
- Faculty
- Staff
• Student Life
- Clubs
- Speaker Sourcing
- Academic Advising
• Other Department-
specific Req’ts
• Retention & Analytics
• Career Services
- Counseling
- Internships
- Placement
- Marketing
Automation
(employers)
• Alumni
- Contact Mgm't
- Alumni Relations
- Community
- Marketing Automation
- Advancement
(fund-raising)
• Executive
Education
(degree)
• Professional
Development
Programs
(certificate)
• Open
Enrollment
Programs
• Marketing
• Research &
Development
• Publishing
• IP Commer-
cialization
• Corporate
Relations
• Government
Relations
• Community
Relations
Student Lifecycle Management
Extended Lifecycle Management

29. Creating the “Seamless” Student Experience …
Marketing/
Admissions
Admissions
Enrollment
&Fees
FinancialAid
Finance/Billing
Course
Management
Retention/
StudentExperience
Career
Placement
Advancement
Student Lifecycle Management
Service
Custom
App
Sales
App
Exchange
Marketing
Force.com Site.com
Database.com
Integration
Chatter
Heroku
Multi-Tenant Cloud Infrastructure
Mobile Services Communities

30. Advanced Platform Features
for Student Engagement

31. Community 1:
Self-Service Community
Community 2:
Partner Community
Community 3:
Company Community
Community n:
Any Community
Business Data
Cases
Community 1:
Student Community
Community 2:
Alumni Community
Community 3:
Faculty/Staff Community
Community n:
Any Community
Communities: Reach all key Higher Ed Audiences

32. Mobile: Reach all key Higher Ed Audiences

33. Mobile: Reach all key Higher Ed Audiences
And more …
+
Salesforce
Mobile
SDK 2.1
Salesforce
Mobile
Packs

34. Bluewolf Nomad
• Native iOS solution
• 2 Tier menu structure
• Offline Support
• Supports a range of
standard and custom SF
modules
• Hybrid Support
• Enterprise Deployment
• Modular, ease of reuse

35. Match the UI to the Audience
Interface: Best For:
Standard User Interface (desktop) Back Office, Staff
Salesforce1 Interface (mobile) Back Office, Faculty, Staff
Communities Faculty, Staff, Students
Mobile Faculty, Students