Presented in the Admin Theatre at London World Tour on 19 May 2016.

1. Salesforce World Tour
London
Salesforce for B2C
Fabrice Cathala
CLOUT, Solution Architect
fcathala@cloutpartners.com
@fcathala

2. Fabrice Cathala
CLOUT, Solution Architect
@fcathala

3. Forward-Looking Statements
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
statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or
service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for
future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts
or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our
service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth,
interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible
mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our
employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com
products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of
salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most
recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information
section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not
be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

4. Salesforce for B2C
Agenda
 History
 Under The Hood
 Design Board
 Person Account
 @fcathala + Salesforce blog

5. History
Salesforce for B2C
Fabrice Cathala
CLOUT, Solution Architect
fcathala@cloutpartners.com
@fcathala

6. History
Salesforce started in 1999 as a CRM focused on B2B customers
Supporting B2C customers meant redesigning the heart of the platform!

7. Challenge
The new B2C data model must be backward compatible (Salesforce + AppExchange)
Stick to multitenancy (1 version)
Backward Compatibility
Account
Contact
Opportunity
Campaign
Case
Lead
Account
Contact

8. Solution
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
Person Account
PA
Contact
Lead
Campaign
Opportunity
Account
Contact
Account

9. Under The Hood
Salesforce for B2C
Fabrice Cathala
CLOUT, Solution Architect
fcathala@cloutpartners.com
@fcathala

10. Activation
Prepare your org
• Create an Account Record Type for Business Accounts
• Set the Contact OWD to "Controlled by Parent"
• Give to all Profiles that have at least "Read" permission on Account same permission on Contact
Log a case with Salesforce Tech Support
(https://help.salesforce.com/mysuccesshub?id=solutionFinder)
The standard data model around Account and Contact will be modified forever

11. Data Model
1 Account object
+
1 Contact object
=
1 extended Account object
Switch done by Record Type

12. Setup
When activated make sure you assign a PA Record Type to whichever Profile needs to use it
Edit Profiles Accounts Settings

13. Design Board
Salesforce for B2C
Fabrice Cathala
CLOUT, Solution Architect
fcathala@cloutpartners.com
@fcathala

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

15. Alternatives
1 Account record org wide (the bucket) and
all Contacts stored as its children
Allow B2B and B2C running in parallel
Clear separation Companies (Accounts) vs, People (Contacts)
The bucket model
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Service Cloud implementation without plan to use Sales Cloud

16. Alternatives
Accounts are representing families made of 1 or several members
Lead conversion can be confusing (Company name = ?)
The household model
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Solution managing interactions with various member of a same family

17. Alternatives
Lot of bespoke work to replace an out-of-the-box capability
Limited integration with Sales or Service Cloud
Custom object
People
Custom 2
Custom 1
Custom 4
Custom 3
Suggested use case: App Cloud solution with no plan to roll Sales/Service Cloud

18. Pros & Cons of Person Account
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

19. Pros & Cons of Person Account
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 Person Account 2 x 2 KB = 4 KB
Limited AppExchange support
• Some AppExchange don't work well with PA
Cons
(*) On the roadmap / #SafeHarbor

20. Person Account
Salesforce for B2C
Fabrice Cathala
CLOUT, Solution Architect
fcathala@cloutpartners.com
@fcathala

21. Facts & Rumours
 You may find some negativity 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
 Always check each post publication date
 Always test each use case in a Sandbox

22. Tips & Tricks
You can now access the Person Account fields on Formulas and Cross-Object Formulas

23. Tips & Tricks
Future proof design (as if you were planning on rolling-out Business Account)
• Account custom fields on Account object
• Contact custom fields on Contact object (even if now accessed via the Account page)
If only using Person Account, simplify the UI and remove the Contact tab
When creating a Person Account record from the API forget about the Contact record, just make
sure you set the Record Type correctly

24. Tips & Tricks
Mixing B2B and B2C requires caution
2 Account Types with different fields BUT 1 Business Logic = include tests on "IsPersonAccount"
Business Account Person Account
Workflow Rules, Flow, Process Builder

25. Tips & Tricks
Use field "IsPersonAccount" in Views to show a PA icon

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

27. Influence The Roadmap
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
Enable "Person Account" for all editions: https://goo.gl/niYFYo
IdeaExchange
Vote for your favourite Idea in the Community (https://goo.gl/YhwjqE)

28. Join the Salesforce Community
Connect with Salesforce professionals by joining a local
 User Group
 Developer User Group
 Admin User Group
Search for “Salesforce Meetup”

29. Join the Salesforce Community
Connect with Salesforce professionals by joining a local
 User Group
 Developer User Group
 Admin User Group
Search for “Salesforce Meetup”

30. thank y u

31. Annex
Salesforce for B2C
Fabrice Cathala
CLOUT, Solution Architect
fcathala@cloutpartners.com
@fcathala

32. Activation
Before Activation
1 RT:
• Business Account
(created by the admin
prior to get PA activated)
Setup Menu
After Activation
2 RTs:
• Business Account
• Person Account
(created by Tech Support
as part of PA activation)

33. Activation
Before Activation
~37 standard Account fields
Custom Account fields
Account Object, Account Fields
After Activation
Most standard Account fields except:
• ParentId (not available on RT = PA)
New standard Account fields:
• Record Type
• IsPersonAccount
• PersonContactId
All custom Account fields

34. Activation
Before Activation
~46 standard Contact fields
Custom Contact fields
Account Object, Contact Fields
After Activation
Most standard Contact fields except
• ReportsTo
• Phone
• Fax
• Description
• System fields
All Contact custom fields
• API name suffix = "__pc" (instead of "__c")

35. Activation
Before Activation
~46 standard Contact fields
Custom Contact fields
Contact Object, Contact Fields
After Activation
All standard fields
New standard field
• IsPersonAccount
All custom fields

36. Behaviour
Person Account always behave like an Account and sometimes behave like a Contact
• Records appear in both Account and Contact List Views
• Records do not show on Contact Recently Viewed List (it opens as an Account not a Contact)
• Additional examples: https://goo.gl/1njvJs
Leads convert to PA if Company field is left empty

37. Alternatives
 Heavy duty AppExchange modules targeting NPO
 1-to1 and household models available
 Adapting the package for business use can be painful
 Trailhead: https://goo.gl/9evorP + https://goo.gl/gjU37S
The Non Profit Starter Pack v3
Account
Contact
Opportunity
Campaign
Case
Lead
Suggested use case: Non profit organisations

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

39. Resources & References
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)