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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
June 25th, 2013
Eric Whipple
Triggering Social Change
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Introduction Hi. I am a designer.
Vice President of Products and Solutions Product Owner – RQ® for Salesforce Product Line
Technical Strategist
Owner, Modern Apple Consulting Salesforce.com Solution Design and Implementation
Process and Satisfaction Modeling
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
RCG helps companies prioritize, measure, and advance the relationships that most impact their performance
Our Process: � Relational Ladder Methodology
� RQ® for Salesforce
� Over 50,000 Relationships Assessed
Some of Our Clients: � Berkley College – Admissions, Enrollment, Financial Aid
� Univ. of Dayton – Alumni Relations, Student Ambassadors
� Villanova University – Major Gifts
The Relational Capital Group
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
What does “Social Business” Mean?
all business is social
sources channels directions destinations
Social channels are powerful, but to be meaningful they must always be tied to…
Real and Measurable Outcomes
Social Business is about “doing” business socially, not just “watching” it
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The “Tweet” or the Egg? Why do Companies fail with social initiatives?
History Culture
Language Knowledge
With Salesforce.com, you are already more social than you may realize
Playing
The Game of Social
Isolated Concerns / Disconnected Results
A Hope Strategy for
ROI
Lack of Clarity and Intentions
Businesses fail with social initiatives because of their social practices!
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Salesforce Chatter � Chatter is about Social Collaboration and
Productivity � Social Profiles and Feeds
� Social Workflow
� Chatter Groups � Chatter Communities
� File Sharing and Preview � Chatter Mobile
� Chatter Desktop
� Why Chatter is not like Email
� Why Chatter is not like Facebook
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Posting a Whole Lot More � Publisher Actions turn data
management tasks into social updates
� Posting updates can be as simple or as sophisticated as you need it to be
� Encourage good social content by controlling post data
� Auto fill data attributes to ensure complete data
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Beyond the Wall with Salesforce.com � Going Offensive with Social
� Telling Your Social Story: Social Triggers � Social Integration: Leveraging external social content � Social Automation: Scheduled Jobs and Chatter API
� Beyond Configuration and Code
� Salesforce AppExchange has many applications that leverage social channels to help you design, execute, and govern both social and traditional data processes.
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Telling Your Social Story
Apex Trigger
+ Chatter (Apex)
= Customized and automated Social
Stories
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Telling Your Social Story 1. Create a new FeedItem
2. Assign it to the appropriate stream
3. Populate it’s content (body)
4. Give it a title
5. Insert the new record
6. DONE!
trigger opportunityActions on Opportunity (after insert, after update) {
for(Opportunity opp : Trigger.new){
if(opp.stageName == 'Closed Won'){
//format Opportunity amount
List<String> args = new String[]{'0','number','$##,###,##0.00'};
String amount = String.format(opp.amount.format(), args);
//Add a new Link post to the Account's stream
FeedItem post = new FeedItem();
post.ParentId = opp.accountId;
post.Body = 'We are KILLING it! Won another deal for ‘+amount+' on ‘+String.valueOf(opp.closedate);
post.LinkUrl = '/'+opp.id;
post.Title = opp.name;
insert post;
}
}
}
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Social Integration � Question: How can we leverage our LinkedIn networks to be better
observers of trending topics?
� Question: Is it really possible to act effectively and efficiently with what’s going on “out there”?
� Question: How can we do that without hiring a bunch of people to “watch the world”? How can we automate the process?
� Example: Capture LinkedIn stream data and take specific sales and marketing actions, based on the content of that data
� Monitor Trending Topics � Add new Leads, based on strategically relevant social topics � Automatically assign Leads to appropriate marketing campaigns
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Social Integration
Integration Stack Benefits � Leverages existing LinkedIn capabilities
� Utilizes standard (well-known) data structures
� Captures actual structured data, not just blobs
� Full development platform to leverage social data
� Complete CRM toolset to connect social behaviors with real people
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Social Integration
Creating a Simple (but powerful) MVC application
Visualforce page
LinkedIn Apex Controller
LinkedIn Helper Class
LinkedIn Models Class
Campaign Member Object
Campaign Object
Lead Object
Other…
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
The LinkedIn Class Model � Classes were derived from the
LinkedIn Api JSON response to an HTTP request
� They are automaAcally be mapped to the JSON message
� Unmappable (unecessary) aHributes will be “skipped”
� ConsumpAon (capturing and parsing) of data will be done in ONE LINE OF CODE
public with sharing class LinkedInModel{ public class LinkedInResponse{…} public class LinkedInSHARUpdate{…} public class UpdateContent{…} public class Person{…} public class CurrentShare{…} public class ShareContent{…} public class SiteStandardProfileRequest{…} }
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Key Code Bits � LinkedIn API Request String private String getLinkedInRequestUrl(){
return 'https://api.linkedin.com/v1/people/~/network/updates? type=SHAR&format=json&count='+postCount+'&oauth2_access_token=AQWFNOSFZ…';
}
� Processing the Results private void getLinkedInUpdates(){
HttpRequest req = new HttpRequest();
req.setEndpoint(getLinkedInRequestUrl());
Http http = new Http();
HttpResponse response = http.send(req);
linkedInResponse = (LinkedInModel.LinkedInResponse) JSON.deserialize(
response.getBody(), LinkedInModel.LinkedInResponse.class);
(… Continue Processing…)
}
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Key Code Bits � Create New Leads and Perform Additional Processing public static void upsertSocialLeads(List<LinkedInModel.LinkedInSHARUpdate> postValues){
for(LinkedInModel.LinkedInSHARUpdate socialContent : postValues){
// If the lead already exists, just add the post to that Lead.
// If it does not, then add a Lead and then add the post to that Lead.
List<Lead> existingLead = [select id from lead where firstname = :firstName and lastname = :lastName];
if(existingLead.size() > 0){
// Save individual post content as a completed task on that Lead
Task newPost = new Task();
(… Continue Processing…)
} else {
// Create, populate, and save a new Lead
Lead socialLead = new Lead();
(… Continue Processing…)
insert socialLead;
whoId = socialLead.id;
addToCampaigns(socialLead,get2013Campaigns());
}
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Social Automation � Force.com APIs enable the platform to be notified of social events
� Scheduled Apex jobs enable automation of poll-based interactions
global class scheduledMerge implements Schedulable{
global void execute(SchedulableContext SC) {
HttpRequest req = new HttpRequest();
req.setEndpoint(getLinkedInRequestUrl());
Http http = new Http();
HttpResponse response = http.send(req);
linkedInResponse = (LinkedInModel.LinkedInResponse)JSON.deserialize(
response.getBody(), LinkedInModel.LinkedInResponse.class);
(… Continue Processing…)
}
}
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Final Thoughts
� All Business is social
� Social actions must be designed to be meaningful
� Salesforce.com encourages and supports sophisticated social collaboration out of the box
� Social content can be easily leveraged to contribute to meaningful business action that drives higher quality and greater performance
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.
Questions � [email protected] or [email protected] � www.relcapgroup.com
� www.rqforsalesforce.com (or check us out on the AppExchange)
HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.