Cloud Academy: Getting Started (January 21, 2015)

Cloud Academy
Getting Started as a Consulting Partner
 Phil Patacca
 Partner Development Advisor
 ppatacca@salesforce.com
 
January 2015

 Safe harbor 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.
Safe Harbor

Announcements
Understanding the enablement lifecycle
Live overview of Partner Community
Q&A
Agenda

Jan. 14 – AMP Spring ‘15/Summer ‘15 Sales Launch
Jan. 20 – APP Academy: Market (VC)
Jan. 20-21 – Spring ‘15 Release Readiness Webcast
Jan. 21 – Cloud Academy: Getting Started (VC)
Jan. 22 – Social Customer Service Technical Webinar
Feb. 3 – Dreamforce Office Hours
Feb. 3 – APP Academy: Getting Started (VC)
Feb. 4 – Partner Community Office Hours
Feb. 5 – Partner Roadmap Webinar
To see more events, webinars, registrations, and
replays you may have missed, go to:
Partner Community > Calendar
Calendar of Events
Check the Partner Community for Updates

•  Access to & insight from our PM’s & Program Staff
•  Transparency with our product roadmap
•  Program announcements & Alerts!
•  Around once per month
Partner Roadmap Webinar
What’s New & What’s Next for ISV & SI Partners
http://p.force.com/ROADMAP
Next session is on Feb. 5 at 9am Pacific
Topic: Spring ‘15 Release for Partners

Alerts! Important Notification for Partners
Read Each Notice Carefully
•  Consul'ng
Partner
Program
Changes
for
FY16

(Updated
Jan.
13,
2015)

•  Trial
template
blackout
window
&
ISV
packages

during
Spring
‘15
Release

•  Change
in
Ac'va'on
Date
for
“Serve
Sta'c

Resources
from
the
Visual
Force
Domain”

http://p.force.com/ALERTS
You must log in to
see the Alerts!

Spring ’15 is Coming Soon!
✓  Sandbox Preview
✓  Pre-Release
✓  Release Schedule
✓  Release Notes
✓  Demos
✓  Preview Webinars
✓  Training
http://p.force.com/releases

New Consulting Partner (SI) Program Changes
For the New Fiscal Year Beginning February 1, 2015
http://p.force.com/programchanges

Technical Questions? Forums Have Answers!
http://developer.salesforce.com/forums

Now You Can Do That for FREE with Desk.com!
The All-in-One Customer Support App for Fast-Growing Companies
Salesforce Partners Now Receive
5 Licenses FREE for 12 months
Support on Every Channel
Social
Support
Case
Management
Self-
Service
Mobile
Access
Simple
Setup
Knowledge
Base
Multilingual
Support
Business
Insights
Instant Productivity Connect & Grow
Productivity
Tools
Multi-brand
Support
Self-
ServiceSelf-
ServiceSelf-
Service
http://p.force.com/desk

PR Office Hours
Partner Community Office Hours
Partner Marketing Office Hours
Security Review Office Hours
http://p.force.com/officehours
Office Hours For All Partners
Dreamforce Office Hours New!

•  The new place for ALL partners to generate new orgs (ISV & SI)
•  Manage all of your orgs in one place
•  Create new orgs (demos, testing, development, etc.)
•  Custom Views help you organize and manage
•  Choose one org as the “hub”; associate other orgs to it
•  Related orgs can be automatically discovered
•  Seamlessly switch between orgs without adding login credentials
Environment Hub
Org Management for ISV & SI Partners
http://p.force.com/hub

New Functionality in the Partner Community
Starting on February 20
•  Translation of the Partner Community to Japanese
•  Revamped Partner Signup process with an easy step-by-step wizard for
signing up
•  Access to the Partner Sales Aid from the Partner Online Training page
•  Presentation and acceptance of the Partner Master Agreement on the
Partner Community
•  Old Partner Portal site will be fully retired on April 3rd (see Jan. 13th
News Item)
http://p.force.com/news

Do-It-Yourself (DIY) Workshops
Now on the Developer Site

How do I access?

✓ Partner Community p.force.com/signup
✓  Partner Online Training p.force.com/LMS
✓  Partner Sales Aid p.force.com/PSA

Partner Community - Next Steps
ü Get Access to the new Partner Community
ü Post Your Picture
Let us see who you are!
ü Join the Partner Community *Official* Group
o In that group, select:
Email Settings > Daily Digest
ü Encourage your colleagues to do the same
ü Go to p.force.com/signup for help
ü Collaborate and have fun!
YES! NO!

Partner Online Training
Now Includes the Partner Sales Aid
http://p.force.com/LMS
Login must contain @partnertraining.com

Partner Sales Aid (PSA)
•  Access via Any Web Enabled
Device
•  Phone & Tablet using
Salesforce1
•  Initial Access through Education
tabs in Partner Community
•  PSA contains Sales & Sales
Support Content
http://p.force.com/psa

Partner Community – Topics (A-Z)
Jump directly to a specific topic
http://p.force.com/topics

Partner Community – Tip Sheet
http://p.force.com/tipsheet

Understand the 5 phases of consulting partner enablement
Discover & optimize tools and resources
Understand the process and formulate your own strategy
Plan for customer success
Understand the foundations of a successful partnership
Session Goals

Consulting Partner Lifecycle
 Join Partner Community
 Accept click through
agreement
 Define Practice Focus
 Set goals
 Build certification plan
 Review Certification
website
 Access Partner Online
Training Catalog
 Execute on certification
plan
 Define strategy
 Train your practice team
 Update collateral
 Request 2 free CRM
licenses & manage leads
and projects
 Lead Registration
 Manage opportunity pipeline
sourced
joint sales
Project Registration & CSAT
Customer Stories
 5 Phases for Success
Plan Market & SellBuild
Manage Your
Business

 Join Partner Community
 Accept click through
agreement
 Define Practice Focus
 Set goals
Plan

Join the Partner Community
 Create your profile
 Join Collaboration groups
 Review News & Events Calendar
 Register for webinars

Define Your Practice Focus
 Product Expertise
•  What is your value proposition?
•  Understand your differentiators
•  Are you a new practice focused on custom development?
•  Is your existing customer base heavily weighted towards contact centers and
customer service?
•  Existing relationships with customers – Think beyond CRM
“Salesforce is a platform company. Period.”
- Alex Williams, TechCrunch

 Industry Focus
•  Is your existing customer base heavily weighted towards an industry?
•  Does your practice team have industry experience?
•  Understand unique challenges of that industry
•  Speak the language of the industry
•  Trusted advisor
“As we look to grow to $10 billion and beyond, our new industries strategy is a huge opportunity for
salesforce.com to expand our footprint within existing customers and reach new enterprise customers.”
- Keith Block, President and Vice Chairman, salesforce.com

 Market Segment
•  Enterprise Business Unit
•  Commercial Business Unit
•  Small Business 1-100 employees
•  Mid Market 100-500
•  General Business 500-1000
 Services
•  Business Consulting / Legacy System Migration / Integration / Quick Starts
 Region
•  Local presence is an advantage
•  Leverage proximity to drive business

Set Goals
•  Program Tier
•  # of certifications completed in year 1
•  ACV Targets
•  # of projects completed in year 1
•  Customer Satisfaction Score
•  # of customer stories submitted

 Build certification plan
 Review Certification
website & Resources
 Access Partner Online
Training Catalog
 Execute on certification
plan
Build

Objectives:
 Create Your Certification Plan
•  Understand the different certifications, requirements, and exams
•  Identify individual employees tasked with obtaining certifications
•  Set timeframes
 5 Steps to Individual Certification
 Certification Resources
 Certification Maintenance & Continued Education

Certification Plan: Understand Certifications

Administrator Certification
 No prerequisite required
 Concepts Tested:
•  Manage users, data, and security
•  Maintain and customize Sales Cloud and Service Cloud applications
•  Build reports, dashboards, and workflow
 About the exam:
•  60 multiple choice/multiple select questions
•  Education based – tested on what you learn and remember
•  Passing score: 65%
•  Registration fee: $200
 Recommended Online courses:
•  Administration Essentials for New Admins
•  Administration Essentials for the Service Cloud

Sales Cloud Consultant Certification
 Prerequisite: Administrator Certification
 Concepts Tested:
•  Ability to successfully design and implement Sales Cloud solutions that meet customer business requirements, are maintainable and
scalable, and contribute to long-term customer success
•  Design Sales and Marketing solutions to meet business requirements
•  Design applications and interfaces that maximize user productivity
•  Manage data and design analytics to track key Sales Cloud metrics
 About the exam:
•  60 multiple choice questions
•  Experience based: test questions are based on 'use cases’
Recommended Online courses:
•  Implementing Sales and Marketing
•  Preparing for the Certified Sales Cloud Consultant Exam

Service Cloud Consultant Certification
 Prerequisite: Administrator Certification
 Concepts Tested:
•  Ability to successfully design and implement Service Cloud solutions that meet customer business requirements, are maintainable and
scalable, and contribute to long-term customer success
•  Design contact center solutions that make use of cases, knowledge base, and portals
•  Design interaction channels and build interfaces to maximize agent productivity
•  Manage data and design analytics that track key industry metrics
 About the exam:
•  Experience based: test questions are based on 'use cases’
Recommended Online courses:
•  Preparing for the Certified Service Cloud Consultant Exam
•  Implementing Case Management Across Channels
•  Implementing Salesforce Knowledge
•  Administration Essentials for the Service Cloud
•  Setting up and Building Communities

Developer Certification
 No prerequisite required
 Concepts Tested:
•  Demonstrate knowledge, skills, and abilities building custom applications and analytics using the declarative capabilities of the Force.com
platform, the programmatic capabilities of Force.com code (Apex) and Force.com pages (Visualforce), and application development
lifecycle management with cloud computing development as a service
•  Build custom applications using the point-and-click capabilities of the platform
•  Design the data model, user interface, business logic, and security for custom applications
•  Design reports, dashboards, and portals
 About the exam:
 Recommended Online courses:
•  Building Applications with Force.com Part 1
•  Building Applications with Force.com Part 2
•  Extend Analytics module within Administration Essentials for Experienced Admins (ADM211)

Technical Architect Certification
 Prerequisite: Developer Certification
 Concepts Tested:
•  Designed for technical architects who want to demonstrate their knowledge, skills, and capabilities to assessing customer architecture;
designing secure, high-performance technical solutions on the Force.com platform; communicating technical solutions and design
tradeoffs effectively to business stakeholders; and providing a delivery framework that ensures quality and success
•  Design a technical architecture solution that may span multiple platforms and include integration and authentication across systems
•  Manage the development lifecycle to ensure the delivery of highly secure solutions that are optimized for performance and built to scale
•  Articulate design considerations, trade-offs, benefits, and recommendations for a technical architecture
 About the exam:
•  Certified Technical Architect program has three components one must successfully complete in this order:
•  1. Self-Evaluation
•  Current status as a Salesforce.com Certified Force.com Developer is a prerequisite
•  2. Multiple-choice Exam
•  3. Review Board Presentation
•  Presentation and discussion of the architecture solution for a hypothetical scenario and a customer case study
•  Registration fee: $6,000 and includes two attempts
•  4 hours allotted to complete the exam

Certification Plan: Document Plan & Present to Team
 Determine your corporate certification goal based on your practice’s focus
•  number and types of certification
 Identify individual employees tasked with obtaining certifications
 Set deadlines for each individual certification
•  Be sure to include prerequisites - Administrator Certification for Sales & Service Cloud Certification
 Obtain executive support for certification plan
 Present certification plan & resources to your Salesforce Practice Team
 Execute on plan

Example Certification Plan
Resource August September October Certifications Fee Total:
Employee Name Developer 1 $200
Employee Name Admin Service Cloud 1 $400
Employee Name Admin Sales Cloud Service Cloud 2 $600
Employee Name
Program Totals: 1 4 3 8 $2,400
 Corporate Certification Goal: 8 net new certified individuals
 Target completion date: January 2015

5 Steps to Individual Certification
 Step 1: Identify credential to become certified in
 Step 2: Determine and complete prerequisites
 Step 3: Prepare for exam
•  Review study guide on Salesforce certification website
•  Sign up for Partner Online Training Catalog via Partner Community
•  Complete recommended online training courses
 Step 4: Create webassessor login & register for exam
 Step 5: Complete exam
* After each release (3 per year) you must pass the release exam to maintain your certification

Certification Resources
 Salesforce Certification website: http://certification.salesforce.com/
 Partner Community: https://partners.salesforce.com
 Partner Community Release Support: https://p.force.com/releases
 Partner Online Training Catalog: https://help.salesforce.com/htsctrainingcatalog
•  @partnertraining.com credentials

Salesforce Certification Website
 Overview of all certification credentials
 About the exam
•  Outline
•  Objectives
•  Sample questions
•  Recommended training and resources
 Study Guides
 Exam schedules & registration via webassessor
 Verification
 Support

Salesforce Certification Website: Study Guide

Salesforce Certification Website: Webassessor
 Click on register for exam

 Login with webassessor credentials OR create new account

 Key fields in your profile
 Ensure your certification is associated
to your company
 Ensure your certification is recognized
by Salesforce Partner Program
correctly

 Verification Opt-In: Yes
 Ensure your certification can be verified directly from
the certification website
 Important for potential customers and employers

Salesforce Certification Website: Support
 Open a case
 Access knowledgebase

Salesforce Partner Community
 Sign up for Partner Online Training Catalog Access
 Partner Roadmap webinars
•  Access to & insight from our PM’s & Program Staff
 Enablement webinars & office hours
 Release support & training

Partner Online Training Catalog

 Click Details & Sign Up
•  You will receive 2 emails which include:
•  @partnertraining.com username & link to create your password
•  Welcome to Partner Online Training Catalog
Partner Online Training Catalog

Always use your @partnertraining.com credentials

Certification Maintenance
 All certified professionals must successfully complete three online, release-specific exams within a 12-month
period
 Release exams are published in conjunction with major product releases (Winter, Spring, and Summer)
 Notified automatically when release training material and exams become available
 Salesforce.com Certified Administrator Release Exam:
•  Salesforce.com Certified Administrator
•  Salesforce.com Certified Advanced Administrator
•  Salesforce.com Certified Service Cloud Consultant
•  Salesforce.com Certified Sales Cloud Consultant
 Salesforce.com Certified Force.com Developer Release Exam:
•  Salesforce.com Certified Force.com Developer
•  Salesforce.com Certified Force.com Advanced Developer
•  Salesforce.com Certified Technical Architect

Certification Maintenance: Salesforce Certification Website
 Release exam schedules
 Release exam deadlines

Certification Maintenance: Partner Community
Partner Community is your one-stop shop

Certification Questions?
 Join the Collaboration Group
 Ask questions and engage
 Use links of left hand navigation of group

 Define strategy
 Train your practice team
 Update collateral
 Request 2 free CRM
licenses & manage leads
and projects
Market & Sell

q  Review marketing resources in Partner Community
q  Determine marketing strategy & educate your team
q  Create AppExchange Consulting Partner Listing
q  Update website with Salesforce Partner Logos, lead registration form, case studies
q  Execute on marketing campaigns, webinars, events, & sponsorships
q  Attend APP Academy Marketing Virtual Classroom
q  Create Partner Success Stories (template provided)
q  Create Partner – At – A – Glance (template provided)
Market

q  Request 2 Free licenses (Business Org) OR Request trial activated as Business Org
  - log a case in the Partner Community
q  Review sales resources in the Partner Community
q  Attend APP Academy Sales Virtual Classroom
q  Determine sales strategy and compensation
q  Determine project methodology
q  Educate & train your sales team
q  Manage leads and opportunity pipeline in your Business Org
q  Pipeline Generation
Sell

 Lead Registration
 Manage opportunity pipeline
sourced
joint sales
Project Registration & CSAT
Customer Stories
Manage Your
Business

Register Leads & Projects
 Lead & Project registration are key metrics
used to track partner success
 Lead: New business uncovered by partner
 Project:
•  Tracks implementations delivered by partner
•  Kicks off CSAT survey process upon completion
 Leads & Projects are submitted through the
Partner Community

Manage Opportunities
 Sourced and Joint Sales ACV is a key factor used
to determine your program tier
 What is sourced ACV?
 Any previously unknown opportunity referred by partner
 Sourced ACV must be:
•  Submitted as a lead through the partner community
•  Accepted by the Salesforce sales team
•  Result in new end user purchase of original services,
additional services or upgrade to existing services
 What is Joint Sales (influenced) ACV?
 Partner brings previously unknown intelligence to an
existing Salesforce opportunity to support close or is
brought in by the Salesforce AE to support close of an
existing opportunity

Customer Satisfaction Score
 Customer Success is a top priority and key metric used to
track partner success
 CSAT Scores are visible on your AppExchange listing
 CSAT Scores are generated when you register and
complete projects in the partner community

Submit Customer Success Stories

Cloud Academy: Getting Started (January 21, 2015)

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