Back End Systems

System Integration Primer

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Integrations with SalesforceSalesforce has a flexible, open integration platform that enables Salesforce to connect with just about any other system.

Integrations can be used to create all sorts of business values including automated exchange of information between two systems and the ability to call functions in other systems, for example as part of a workflow process.

Faster CycleTimesERP

FinanceInvoicing

Asset Tracking

WebsiteCustomer

Data

Database

Data Warehouse

Slack

Jira

SMS

Tax Calculator

Shipping Label

ForEx Calculator

Data is automatically passed from system-to-system often in real-time, which means a better, more informed end-user experience. For example, when an order status changes, all other systems can be updated and notifications sent instantly.

Business ValueSample Integrations

No ‘Swivel-Chairing’

Reduced Errors

Single PaneOf Glass

Fewer Licenses

Home-Grown Applications

3rd PARTY SERVICESTOOLS

No constant switching among systems - highly increased efficiency and time savings so that the end-user can focus on more high- value customer interactions. For example, when a contract is signed in one system, an order can be created in the order entry system and an invoice generated in the finance system

Eliminate manually keying in information in multiple systems. Integrations automatically pass information to where it needs to go faster and more accurately. For example, retyping an order is highly error-prone and slow.

Imagine having all the data you need on one screen to perform a business function rather than in multiple systems. This ability reduces ‘clicks’ and makes end-users more efficient. For example, a CSR may have profile, history, billing, and usage data on one screen to quickly service the customer.

If information needed can be retrieved through integrations, the end-user may not need that extra license, saving on license costs and reducing potential security risk, all while improving the end-user experience. For example, no more ERP, Finance, or back-end system licenses are needed for sales and support.

Common Use CasesCustomer 360° Notifications

Customer Service Single Pane of Glass

Customer Onboarding 3rd Party Service Provider

Use Case Customer onboard requires notifications to multiple groups, such as through Slack and SMS. Salesforce can integrate with Slack SMS and other messaging apps through open API’s to provide notifications

Business Advantage• Notifications are provided in applications that end-users are

already using• Real-time updates are provided

Use Case Customer orders and invoices are pulled into Salesforce so that both Sales/Account Managers and Customer Service Reps (CSR)’s can view order and payment status.

Business Advantage: • End-user gets 360° view of the customer in one place• Reduce need for more login accounts into the ERP system• Order status changes can trigger notifications and workflow

activities in Salesforce

ERP

Use CaseCustomer logs a bug. CSR automatically creates the bug in Jira, linking it to the Support Case in Service Cloud. Bug fix statuses are automatically updated in the Salesforce case. Escalations can be initiated from Case

Business Advantage: • Bug creation is automated reducing cycle times and errors• Customer can view bug status through Customer Community• Bug status changes can trigger notifications and workflow

activities, for example, notifying all affected customers of a bug fix• CSR’s don’t need logins into Jira

Use Case“Closed Won” deal kicks off an order and onboards the customer by creating customer in destination system and automatically putting in an order

Business Advantage: • Immediate, value-added responses sent to customer, • Reduced cycle times from Win to Order• Significantly fewer user errors

OrderMgmt

Use CaseInternet/software company has usage data in their homegrown system. Usage data can be provided to Salesforce so that employees can see customer activity and be notified of potential churn

Business Advantage: • Enable end-users to service account better by having a complete

view of the customer’s activities• Automated notifications can alert account managers at first sign

of potential customer churn• Eliminate the need for logins into a homegrown system, reducing

risk

Use CaseCustomer Service processes a return, creating an RMA# and calling an outside vendor service to automatically generate a shipping label and attach it to the case (other examples might be address standardization, tax calculations, etc.)

Business Advantage: • Significantly save CSR time and reduce cycle times in handling a

return• User errors are significantly reduced• Significantly more scalable than a manual process

WebService

WEBSITE http://www.mondaycall.comTELEPHONE 866-958-6936EMAIL sales@mondaycall.com

for sales inquiries:MondayCall is a leading Salesforce.com Gold consulting partner based in San Francisco. MondayCall provides a

full range of business, technical and development services on the Salesforce.com platform.

One of the oldest and simplest ways to “integrate” two systems is automating a data migration.

Example: Price catalog may be updated quarterly and needs to be imported into Salesforce to update the product pricing• System A generates a batch file of data from a script• SFDC polls periodically and uploads data file into Salesforce

(alternatively a batch script could push data into Salesforce)

Salesforce enables an Iframe to be embedded in the page layouts providing a “window” view of the web generated output from the source system

Example: Tableau report is displayed in a Web iframe in the Account object to show recent customer activity and order information from the data warehouse

A pre-built connector (often available in the AppExchange) automatically connects the two applications in a supported manner

Example: Third-party vendors provide Jira <-> Salesforce connector which provides an easy • System A generates a batch file of data from a script• SFDC polls periodically and uploads data file into Salesforce

(alternatively a batch script could push data into Salesforce)

Salesforce Canvas enables integration with 3rd party applications through a Canvas app that provides a more integrated experience than Iframes. Canvas provides integration for Authentication, API’s to pass Context, Cross-domain XHL HTTP requests, JavaScript-based Event send/receives and more

Example: System A shows internal customer usage data in a window displayed to a Service Cloud users so that they can automatically see the specific customer’s usage information, billing status and more along with the customer profile and case history

Purpose-built system for connecting systems that handles send/receive, data transformation, security, scalability, process choreography, reliability, routing and more

Example: Customer-related data must be synchronized across multiple endpoints • System A generates a batch file of data from a script• SFDC polls periodically and uploads data file into Salesforce

(alternatively a batch script could push data into Salesforce)

Simple and easy• Uni-directional• Not real-time• Can be “brittle” if batch file

management is not robust

Data doesn’t live in Salesforce saving on storage costs and data management costs

• Data viewed in Iframe is generally not able to be interacted with

• Iframe contents may have to be regenerated each time it is called

• Typically unidirectional or read-only

• Fast time to market• Usually represents best

practices• Vendor supports any

improvements to connector• Programmatic experience

may not be provided

• Third-party means potential lack of control - not customized to your use case

• Potential license costs

More integrated than IFrame approach

Requires some setup and programmatic experience for more sophisticated use

• Pre-built connectors can reduce cycle times to development and management

• Built-in security and scalability and reliability particularly helpful for transactional data

• Scalable to many multiple endpoints

• Centralized management• Some middleware can cross

firewalls

• Time to set up and maintain

• Ongoing license cost

System A

System A

System A

Middleware

Salesforce has a robust set of APIs that any standards-based system can interact with to send data to and/or call functions. Similarly Salesforce has a programmatic capability to call APIs to push or pull information.

Example: Salesforce pushes an order to an ERP. ERP sends order # back as well as ongoing order status changes

• Highly customizable and flexible

• Bidirectional• No ongoing license

cost

Requires programmatic experience to build and maintain

Types of Integration

System A

System A

System A

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Data Migration IFrame

AppExchange Connector Canvas

Middleware API Calls

WEBSITE http://www.mondaycall.comTELEPHONE 866-958-6936EMAIL sales@mondaycall.com

for sales inquiries:MondayCall is a leading Salesforce.com Gold consulting partner based in San Francisco. MondayCall provides a

full range of business, technical and development services on the Salesforce.com platform.

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Integration Considerations

MondayCall has deep experience integrating both simple and complex systems to bring strong business value to companies. Systems that support cross-functional business functions need not be siloed any longer - integrations can enable seamless business processes that are real-time, always accurate and scale easily with the business. Integrations speed up business, improve end-user experience and enable customers to be serviced better and faster and more completely providing a quick payback on your integration investment.

Sample Customers

customers

Based in San Francisco one block from Salesforce Tower

Process/Ownership

• Inventory expertise required for integration

- does it require dev experience?• Understand ongoing

maintenance issue - what if integration goes down? Who is monitoring?• Build in capabilities for

easier maintenance - e.g. what if batch files stop getting generated by source system? Notifications if integration goes down.

Source - Destination

• Identify the interface mechanism (e.g., REST, SOAP, third party app, dataloader.io)

• Are API’s/connection points robust? (reliable, secure, documented? etc.)

• Is one of the systems a “master” record, e.g. ‘customer master’ and is the “source of truth”

• Do both systems have unique identifiers (e.g. GUID, primary keys, etc.)? Do they match? Are there duplicates?

• Can both systems’ data be unambiguously linked properly

• What is the data quality? Does data have to be “cleaned up” before turning on integration which could complicate it

Characterize the Integration Requirements

• Is data to be exchanged or functions/activities called or both?

• Is it unidirectional or bi-directional?• Does it need to occur in real-time or not?

(e.g. pollling / batch)• What is the type of data/information to be exchanged?

(e.g. image files? Attachments?)• What is the expected volume of data?• Average volume may inform bandwidth requirements,

governor limit issues and • Peak volume will inform potential system requirement issues• Does information need to cross firewalls? • Map the appropriate data between the two systems• Is data transformation required? Where and how will it

occur?• What information will be displayed/reported? You can’t

report on data that isn’t there• Does all data have to be brought over, or is the last 1-2 years

sufficient?