Customize the Platform to Engage Students and Staff: The Salesforce platform has many strengths, including its flexibility. However, in reality, to use it as an environment that engages students and staff, some customization is needed. Learn how UC Hastings used third party tools and development environments to take advantage of the solid schema developed to produce informative, timely, and, most importantly, attractive pages that are designed to foster a lively community. Architecting the Force.com Platform at Yale: A Multi-Org Challenge: Discover how Yale Information Technology Services is learning from past experiences and planning for future growth on the force.com platform in a decentralized, multi-org environment. Hear about completed and current projects, efforts around defining a standard architecture and roadmap, and get a glimpse into what the future holds for force.com at Yale.

1. A Focus on Salesforce1 Platform: Customizing
and Multi-org Architecture

2. Jake Hornsby
CIO, UC Hastings
Cell: 415 518 5396
Email: hornsbyj@uchastings.edu
Customize the Platform to Engage Students and Staff

3. Customizing Salesforce for Education
• Current project vision
• Solutions
• Clicks vs. code
• Challenges
• Employee onboarding
• Portal
• Things to think about
First Last Name
Title

4. Vision: Kaleidoscope
• Vision:
“to create a positive experience for students when conducting their
business transactions and reduce the effort spent on processing non-
value added transactions and to provide tools for collaboration and
communication, thus unifying the community in support of the student”

5. Solution and Challenges
• Overarching solution set
– Salesforce (portal, CRM, automation)
– SpringCM (doc mgmt, automation)
– Concur (expense mgmt.)
• Sample challenge cases
– Employee onboarding
– Academic portal

6. • Clicks—Not Code
– Requires commitment to changing
business processes
– Reduces on-going development/
maintenance
– ROI can be much higher using
native development
• Custom Development
– Full control over workflows, logic,
etc.
– Possibly faster in some cases
– Easy to apply branding
The Decision Point
But can we do something in between?

7. • Need
– Visibility of arrivals/exits
– Identity management
– Reduce administrative burden
– Enforce initial requirements
• Training/development
• Evaluations
• Logistics (e.g. facilities/IT/etc.
• Challenges
– Complicated workflow
– Numerous employee types
– Lack of existing process
– Culture
– Data
Challenge Case #1: Employee Onboarding

9. Solution #1: Out of the box

11. Solution #2: Basic Visualforce

13. • Need
– Attractive, intuitive interface
– Place for collaboration
– One stop shop for resources
– Potential for external portal
• Challenges
– Path chosen (communities/
force.com) challenging
• Lack of branding capabilities
• Standard objects ugly
• Gap between ‘portal’ and internal
platforms
Challenge Case #2: Employee Portal

14. Solution #1: ???

16. Final word: Things to consider
• Top Level
– Skillsets
– Standard vs. Custom
– Force.com/sites,
Site.com, Drupal or ?
• Workflows/Actions
– Flows, triggers, etc.
on objects
– Visualforce
– External API
• Communities vs.
Internal
– Who lives where?
– Chatter
– Access to objects
– Licensing

17. Questions?
Cell: 415 518 5396
Email: hornsbyj@uchastings.edu

18. Architecting the Force.com Platform at Yale: A
Multi-Org Challenge

19. Dave DeMichele
Application Architect
@DaveDeMichele

20. Architecting the Force.com Platform at Yale: A
Multi-Org Challenge

21. • 2009 - 2010
– Organic use and growth
– Primarily stand-alone CRMs
• 2014
– Nearly 500 licensed users
– 16+ applications
• CRM
• Service Cloud
• Chatter collaboration
• Custom Force.com apps
The Growth of Force.com at Yale
Evolving from point applications to enterprise solutions

22. Scare Factor: Force.com Orgs on Campus
Photos/Characters Courtesy of the Disney/Pixar Film Monster’s Inc.

23. ITS Managed
Current Force.com Org Landscape
HR ITS
OIA
YSS
AYA
YUP
YCEI
SOM2
AORTI
C
YCA
OSA
WHIFF
LAW
SOM1
UPRES
S
MTL

24. Success with Clicks: HR Service Cloud
• Products:
– Service Cloud / 8X8 VCC / Qualtrics
• Project highlights:
– 3 months planning to launch
– Implementation team of 6-8 ITS / 2-4 HR
– 165 licensed users
– Reach: University-wide

25. Success with Code: Yale College Reunions
• Product:
– Force.com
• Project Highlights:
– 9 months planning to launch
– Implementation team of 1 ITS / 6
AYA / vendor
– 30 licensed users
– Reach: alumni and reunion staff

26. Successful “Failure”: Academic Hub POC
• Products:
– Service Cloud / Salesforce
Communities (pilot)
• Project highlights:
– 3 months to prove concept
– POC team of 8 ITS / Vendor
– Target audience: students, faculty
and academic admin staff

27. Evolving from Point Apps to Enterprise Solutions
• Bluewolf Best Practices
Engagement
– Set up a COE
– Standardize release processes
– Establish support models

28. Three Flavors of Support
Centralized
• Centralized admin,
support and
development
• Standard method of
change and release
management
Hybrid
• Shared control of
admin, support and
development
• Optional central
change and release
management
Decentralized
• Local admin, support
and development
• Local change and
release
management
• COE can offer best
practices

29. Force.com Projects on the Horizon
• Continued support model rollout
• Force.com Yale community of
practice
• Alumni gap applications
• Workday gap applications
• Replatform legacy apps
• Org consolidation / domain
centers

30. Future Force.com Org Landscape
The idea of hubs or domain centers
Admin DC Academic/Alumni DC
Finance DC
Independents
HR
Main
Org
AYA/
ODD
YCA
LAW
SOM
Main
Org
AORTI
C
OS
A
Main
Org

31. Scare Factor: Apps Supported by ITS
Photos/Characters Courtesy of the Disney/Pixar Film Monster’s Inc.