Just-In-Time Sharing Using Apex

Just in time sharing using Apex

 Asif Khan  Program Architect  [email protected]  

 Anand Narasimhan  Program Architect Director  [email protected]  

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 aSafe 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. ssociated 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 Harbour

Team

Data breaches are happening every day

Source: http://breachlevelindex.com/img/Breach-Level-Index-Infographic-Q22014.jpg

Source: http://www.idtheftcenter.org/images/breach/MultiYearStatistics.pdf

Salesforce - The most trusted and secure platform

Data breach vector How does salesforce protect you

Hacking ●  24/7 monitoring for malicious activities ●  Certified on Industries highest level security standards

Accidental exposure Extensible platform that allows: ●  rules around data visibility ●  Session timeout & access policies ●  Audit reporting via Event Logs

Data on the move ●  Platform that separates each tenant from each other ●  Platform encryption for sensitive data elements

Physical Theft ●  24/7 monitoring for malicious activities ●  Certified on Industry's highest level security standards

Sub Contractor / Employee Negligence / Insider Theft

Extensible platform that allows: ●  Rules based access privileges ●  Strict Login & Session policies ●  Auditing reporting via Event logs

Platform Security -

OWD

Role Hierarchy

Sharing Rules

Manual Sharing

Restrict Access R/W, Read-Only Private

Open Up Access (Vertical Access)

Open Up Access (Horz Access)

OWD

Role Hierarchy Sharing Rules Manual /Ad hoc Sharing

Sales Marketing Customer Support Technology ..more

Great customer experience

Great customer experience Customer 360 Full access to

Customer data

What if you only needed to provide access to customer data just for the duration of a customer interaction ?

Protecting the Data - A new Dimension

Customer Data

RO

LES

Org W

ide Defaults

RULES AD-HOC

Modern User Experience Responsive, Fast, Social UX Unified Desktop 3rd Party Apps & Back Office Integration Agent Productivity Macros, Guided UI, Multi-Monitor, Push Multi-Channel Voice, Email, Chat, Web, Mobile + Social Predictive Next Best Offer, Recommended KB, Similar Cases, Experts

Intelligent Agent Universal Agent Desktop Optimized For Efficiency

Event based Sharing of Enterprise records

Share Customer Data on Call

UnShare Customer Data on Call

DEMO Just in Time Sharing

Share Record with Agent on receiving a call

UnShare Record with Agent on end call

Console – Integration capabilities

Component Framework – Primary Tabs, Subtabs, Naviga;on Tab, Footer, Sidebar Components

Integra;on Technology Op;ons

Cross Domain JS Salesforce Console Integra4on Toolkit available for deep UI integra4on and “na4ve” feel…

Visualforce 3rd Party web pages/ web

tabs

Open CTI Canvas Apps

Keyboard Sho

rtcuts, Push No;

fica;

ons

Out of the Box

Reports/ Dashboards

ChaMer

Standard Components

Standard Objects

Custom Objects

Live Agent

Console Integration Toolkit   JavaScript based framework that extends your Console

•  Tab management & Navigation

•  CTI Integration

•  Push Notifications

•  Console Events

•  Live Chat

•  Omni Channel

Console Event Framework

Console Component (Visualforce)




fireEvent(…) receiveEvent


fireEvent(eventType, message, callback )

addEventListener(eventType, eventListener, additionalParams)

Applica'on Header (Pinned List Views)

Detail Page Naviga'on Tab (Pinned List Views)

Applica'on Footer


Component-1 Component-2 CTI Live Agent

Event based Sharing of Enterprise records

Share Customer Data on Call

UnShare Customer Data on Call

Share Record with Agent on receiving a call

UnShare Record with Agent on end call

Architecture

Service Cloud Console

Custom Component

Dynamic Apex Sharing to Share Records

Account

Opportunity

Cases

Activity

SObjects

Standard Tab Trigger to change Owner and

share records

Batch A

pex to Rem

ove shares in catch all scenario

Patent Pending *

Pattern - Event based JIT sharing of Enterprise records CTI screen pop Custom Component

Fire event to share records

Listen to event. On receive share SObject and related SObjects

Open shared SObject In Primary Tab

Fire event to un share records

Unshare SObject and related records

Patent Pending *

Considerations - Performance, Browser etc.

●  Overall Call volume ●  Performance testing ●  Standard Apex Best Practices ○  unique identifier for Sobject ○  browser support ○  concurrency

Questions

Thank you