Just-In-Time Sharing Using Apex
•
3 likes•2,068 views
In a high-risk domain such as retail banking, investment banking protecting data is paramount, yet some data needs to be available for customer service purposes.Join us as we show you how to make that data available only for the duration of the interaction with the customers using CTI integration toolkit and Apex. You can apply this solution to various scenarios such as Public Sector and Banking, Healthcare.
Report
Share
Just-In-Time Sharing Using Apex
- 1. Just in time sharing using Apex Asif Khan Program Architect asif.khan@salesforce.com Anand Narasimhan Program Architect Director anarasimhan@salesforce.com
- 2. 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
- 3. Team
- 4. 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
- 5. 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
- 6. 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 SalesMarketing Customer Support Technology ..more
- 7. 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 ?
- 8. Protecting the Data - A new Dimension Customer Data ROLES OrgWideDefaults RULESAD-HOC
- 9. 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
- 11. Event based Sharing of Enterprise records Share Customer Data on Call UnShare Customer Data on Call
- 12. DEMO Just in Time Sharing
- 13. Share Record with Agent on receiving a call
- 14. UnShare Record with Agent on end call
- 15. 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 Shortcuts, Push No;fica;ons Out of the Box Reports/ Dashboards ChaMer Standard Components Standard Objects Custom Objects Live Agent
- 16. Console Integration Toolkit JavaScript based framework that extends your Console • Tab management & Navigation • CTI Integration • Push Notifications • Console Events • Live Chat • Omni Channel
- 18. Console Event Framework fireEvent(eventType, message, callback ) addEventListener(eventType, eventListener, additionalParams)
- 19. Applica'on Header (Pinned List Views) Detail Page Naviga'on Tab (Pinned List Views) Applica'on Footer Console Event Framework Component-1 Component-2 CTILive Agent
- 20. Event based Sharing of Enterprise records Share Customer Data on Call UnShare Customer Data on Call
- 21. Share Record with Agent on receiving a call
- 22. UnShare Record with Agent on end call
- 23. 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 BatchApextoRemovesharesin catchallscenario Patent Pending *
- 24. 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 TabFire event to un share records Unshare SObject and related records Patent Pending *
- 25. Considerations - Performance, Browser etc. ● Overall Call volume ● Performance testing ● Standard Apex Best Practices ○ unique identifier for Sobject ○ browser support ○ concurrency
- 26. Questions
- 27. Thank you