The document contains an agenda for a presentation on implementing Salesforce for business-to-consumer (B2C) use cases. The presentation will include discussions on not basing designs on rumors, understanding how Person Accounts work, making the right design choice between Person Accounts and alternatives, tips for implementing Person Accounts, and the Salesforce roadmap for Person Accounts. There will also be time for questions.

1. Agenda
•6:15 pm - Doors Open
•6:30 pm - Drinks & Pizza
•7:00 pm - Presentation
•7:45 pm - Chatting time
•8:45 pm - Doors Closing

2. Thames Valley Developer User Group
Community: bit.ly/sfdc-tv-group Twitter account: @tvsfdevs

3. Implementing Salesforce for B2C
Salesforce Thames Valley DUG
September the 14th, 2016

4. Fabrice Cathala
CLOUT, Salesforce Architect
fcathala@cloutpartners.com
@fcathala

5. Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of
the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking
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Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Forward-Looking Statements

6. Part I
 Don’t Base Your Designs On Rumours
Part II
 The Winter ’07 Christmas Gift
 Understand How It Works
 Make The Right Design Choice
 Implementing Person Account
 The Roadmap
 Q&A Presentation & Links will be uploaded
Implementing Salesforce for B2C

7. Don’t Base Your Designs On Rumours

8. • Several Global Service Cloud roll-out for B2C
• Teams pushing back against PA
• Customers aware of “rumours”
• Never got any clear explanation…
• CRM Customer Model
• Core part of any solution
• Difficult to “fix later”
• Preference for not re-writing Salesforce
The Problem

9. • You will find criticism on the web about Person Account
• Most of these posts are aged and do not apply anymore
Salesforce changes 3 times a year,
Yesterday news are not necessarily true today…
When doing your research during solution design:
• Favour salesforce.com content
• Check posts publication date
• Test your use cases in a Sandbox or DE Org
Don’t Base Your Designs On Rumours

10. Winter ‘07 Christmas Gift

11. • Salesforce started in 1999 as a B2B CRM
Transitioning to B2C meant redesigning the heart of the platform
History

12. • The new B2C data model must be backward compatible
(Salesforce + AppExchange)
• Stay multitenant
(1 version)
Challenge
Account
Contact
Opportunity
Campaign
Case
Lead
Account
Contact

13. • Winter '07 introduces "Person Account"
• 1-to-Many relationship constrained into a 1-to-1 relationship
• Contact fields replicated at Account level
• Switch via Record Types
Solution
PA
Contact
Lead
Campaign
Opportunity
Account
Contact
Account

14. Understand How It Works

15. • Prepare your org
• Create an Account Record Type for Business Accounts
• Set the Contact OWD to "Controlled by Parent"
• Give same access Account/Contact to all Profiles that have at least "Read" on
Account
• Open a Case with Salesforce Tech Support (https://goo.gl/rkuBen)
Activation
The standard data model around Account and Contact will be modified forever

16. 1 Account object
+
1 Contact object
+
3 system fields
=
1 extended Account object
Switch done by Record Type
Data Model

17. • New standard Account fields:
• Record Type
• IsPersonAccount
• PersonContactId
• 2 Records Type (at least):
• Business Account (created during preparation)
• Person Account (created during activation)
• Not available on PA Record Type:
• Account.ParentId
After Activation On Account

18. • All Contact’s standard fields are carried over except:
• ReportsTo
• Phone
• Fax
• Description
• System and audit fields
• All Contact’s custom fields are carried over except:
• API name suffix = "__pc“ (instead of "__pc“)
After Activation On Account

19. • New standard field
• IsPersonAccount
After Activation On Contact

20. • Assign a PA Record Type to whichever Profile needs to use it
Setup

21. Make The Right Design Choice

22. • Out-of-the-box
• Officially supported by Salesforce
• Compatible with standard Salesforce features
• Compatible with future enhancements from Salesforce
• Allows B2B to run in parallel with B2C
• Simple paradigm for the user:
An Account is the entity we are doing business with, should it be individuals or companies
Pros & Cons of Person Account

23. • PA support is often late on the Roadmap
• Duplicate Management (*)
• Lightning (Work In Progress)
• Storage Cost (*)
• Typical record size in Salesforce = 2 KB. Record size for PA = 4 KB
• Limited AppExchange support
• Some AppExchange don't work well with PA
Pros & Cons of Person Account
(*) On the roadmap / #SafeHarbor

24. • Contact without Account
• Only accessible by owner and View All users
• Reporting require a Custom Report Type
(https://goo.gl/DtkkZD)
Alternatives: Private Contact
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Avoid!

25. • 1 Account record (the bucket), all Contacts child to this Account
• Allow B2B and B2C to run in parallel
• Clear separation Companies vs. People
• Data Skew: No more than 10K child records
(https://goo.gl/hLPFoN)
Alternatives: The Bucket Model
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Service Cloud with no plan for Sales Cloud

26. • Accounts are representing families made of 1 or several members
• Account Name generates confusion
• During Lead conversion
• During searches
• On reports
Alternatives: The Household Model
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Custom app for small businesses targeting families

27.  Heavy duty AppExchange modules targeting NPO
 1-to1 and household models available
 Adapting the package for business use is painful
 Trailhead: https://goo.gl/oP3l4K
Alternatives: The Non-Profit Starter Pack(v3)
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Non-profit organisations

28. • Lot of bespoke work to replace an out-of-the-box capability
• Limited integration with Sales or Service Cloud
Alternatives: Custom Object
People
Custom 2
Custom 1
Custom 4
Custom 3
Suggested use case: Custom app with no plan for Sales nor Service Cloud

29. Implementing Person Account

30. • Person Account always behave like an Account and sometimes
behave like a Contact
• Records appear in both Account and Contact List Views
… but…
• Records do not show on Contact Recently Viewed List
• Additional examples: https://goo.gl/1njvJs
• Leads convert to PA if Company field is left empty
• When inserting from the API just set the right Record Type
• Forget about the Contact record
• Forget about the system fields
Behaviour

31. • Always keep a clean data model
• Account custom fields created on Account object
• Contact custom fields still created on Contact object
• Mixing B2B and B2C requires caution
• 1 object BUT 2 different set of fields
• Include tests on “IsPersonAccount” in your business logic
Mixed Business Model
Business Account Person Account
Workflow Rules, Flow, Process Builder

32. • Remove the Contact tab for Person Account only profiles
• Person Account fields are available on Cross-Object Formulas
• Use field "IsPersonAccount" in Views
to show a Person Account icon
Tips & Tricks

33. The Roadmap

34.  Full Lightning Experience Support
 Eliminate Double Storage Count
 Duplicate Management
 Admin Enable/Disable PA
Roadmap Highlight
Forward-Looking Statement

36. • Adding a "Person Account" filter in the AppExchange:
https://goo.gl/NLMyyE
• Enable Duplicate Management on "Person Account":
https://goo.gl/yqdUT2
• "Person Account" shouldn't require double storage:
https://goo.gl/6cB0zd
• "Person Account" for all editions: https://goo.gl/niYFYo
Influence The Roadmap With IdeaExchange
Vote for your favourite Idea (https://goo.gl/YhwjqE)

37. Questions?

38. Thank You!

39. Annex

40. • Salesforce PDF - Setting Up Person Accounts
http://goo.gl/k18HiK + Extract on behaviours: https://goo.gl/w2fFZ6
• Salesforce Community - Salesforce People Chatter Group
https://goo.gl/2yckUN
• Salesforce Community - Person Account in Summer '16
• https://goo.gl/Te3IU1
• Salesforce.org – NPSP & Account Models
• https://goo.gl/P3b7CO
• Jeff Douglas - Working with Person Accounts in Salesforce.com
http://goo.gl/jY18m (June 2010)
Resources & References

41. • Conversion between Business and Person Account is possible
• Via Data Loader: https://goo.gl/RV8JtJ
• Via Process Builder & Headless Flows: http://goo.gl/DZwGRI
Conversion