Salesforce.com: Salesforce Summer '08 Salesforce Mobile Implementation Guide © Copyright 2000-2008 salesforce.com, inc. All rights reserved. Salesforce.com and the “no software” logo are registered trademarks, and AppExchange, “Success On Demand,” and “The Business Web” are trademarks of salesforce.com, inc. All other trademarks mentioned in this document are the properties of their respective owners.
Table of Contents Table of Contents Chapter 1: Introduction to Salesforce Mobile...............................................................................3 The Mobile Environment..............................................................................................................................................4 Salesforce Mobile Supported Devices...........................................................................................................................
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Chapter 1 Introduction to Salesforce Mobile In this chapter ... • • • • • The Mobile Environment Salesforce Mobile Supported Devices Wireless Connection Modes The Mobile Client Application: Capabilities and Limitations Device Synchronization Use Salesforce Mobile to help your mobile teams succeed by keeping them in touch with the latest data, whenever and wherever they need it, directly from mobile devices such as a BlackBerry®, Treo™, iPhone, or Pocket PC®.
The Mobile Environment The Mobile Environment The Salesforce Mobile server brokers the exchange of data between Salesforce and wireless devices running the mobile client application. The server pulls selected data from your Salesforce organization and delivers it over wireless carrier networks to users’ devices. The Salesforce Mobile client runs on the device and stores a local copy of the user’s data in its own database.
Wireless Connection Modes • • • • • • • • • BlackBerry 7510 BlackBerry 7520 BlackBerry 8100 BlackBerry 8300 BlackBerry 8700 BlackBerry 8703 BlackBerry 8707 BlackBerry 8800 BlackBerry Pearl Palm Treo Devices At a minimum, 5 MB of free memory should be available on the device. The mobile client application is supported on these Palm Treo devices: • • • • Palm Treo 600 Palm Treo 650 Palm Treo 680 Palm Treo 700p Windows Mobile Phones At a minimum, 5 MB of free memory should be available on the phone.
The Mobile Client Application: Capabilities and Limitations BlackBerry BlackBerry smartphones communicate with the Salesforce Mobile server through one of two BlackBerry data channels: BlackBerry Internet Service or Mobile Data Service. BlackBerry Internet Service (via the carrier) BlackBerry Internet Service is a public service offered by Research In Motion (RIM) that provides general Internet connectivity from BlackBerry smartphones.
Device Synchronization • • • • • • • Related Lists: If you mobilize a related object—in other words, add a child data set to a parent data set—the object automatically becomes a related list on the mobile device. Dashboards and Reports: While dashboards are not available in the mobile client application, users can access reports on BlackBerry and Windows Mobile devices. Reports are sent to the device in Excel format and display in a basic table.
Device Synchronization records from Salesforce owned by the user, and then sends that data to the device. Modifications to any records already stored on the device are also sent. This periodic update may retrieve some records which do not match the filter criteria of the user's mobile configuration. In this case, these records only exist on the user's device until the next full update.
Chapter 2 Planning a Mobile Deployment In this chapter ... • • • Evaluating Your Organization's Mobile Readiness Mobile Business Process Review Salesforce Mobile Resources The process of enabling Salesforce Mobile on a user’s device is more than just providing access to a website. The wireless world introduces a new set of technical factors for Salesforce administrators, so your mobile deployment requires careful consideration and planning.
Evaluating Your Organization's Mobile Readiness Evaluating Your Organization's Mobile Readiness Reviewing the Device Inventory If your organization has existing mobile devices, review the inventory and verify that they are listed as supported devices. To find out if the devices meet the model and memory requirements for Salesforce Mobile: • • • On a BlackBerry smartphone, click Options ➤ About to determine the model and operating system version. The first line of information lists the model.
Mobile Business Process Review user authentication, and Internet session timeouts—must be configured so that outbound communication to the mobile server is allowed. Below are the correct settings for outbound communication: DNS Name IP Address Block Port http://tp.mobile.salesforce.com 204.14.232.0/21 80 Note: We recommend white-listing the DNS name instead of the IP address. If the IP address changes in the future, your users may experience problems with Salesforce Mobile.
Salesforce Mobile Resources Identifying User Requirements for Mobility During a mobile deployment, many customers want to know why users cannot receive all of their Salesforce data on a mobile device. Mobile devices by nature have memory and performance constraints, and they cannot physically store massive amounts of data. Additionally, mobile users have different needs than traditional Salesforce users.
Chapter 3 Salesforce Mobile Administration In this chapter ... • • • • • • • • Managing Mobile Configurations Creating Mobile Configurations Defining Data Sets Customizing Mobile Page Layouts Creating Mobile List Views Testing Mobile Configurations Sending Emails to Mobile Users Managing Mobile Devices After planning the mobile deployment, Salesforce administrators can begin configuring the Mobile Administration Console in Salesforce.
Managing Mobile Configurations Managing Mobile Configurations User Permissions Needed To view mobile configurations: "View Setup and Configuration" To create, change, or delete mobile configurations: "Manage Mobile Configurations" To deploy Salesforce Mobile to your organization, first create one or more mobile configurations. Mobile configurations are sets of parameters that determine the data Salesforce transmits to users' mobile devices, and which users receive that data on their mobile devices.
Creating Mobile Configurations 2. 3. 4. 5. Enter Basic Information Assign Users and Profiles Set Total Data Size Limit Complete Your Mobile Configuration Enable Users for Salesforce Mobile Before creating your mobile configurations, plan which profiles and users you want to assign to each configuration. Each mobile configuration only affects the mobile devices of users assigned to the configuration. Users who are not assigned to a mobile configuration cannot access Salesforce from a mobile device.
Creating Mobile Configurations 7. If you select the Mobilize Recent Items checkbox, select a value from the Maximum Number of Recent Items drop-down list. Set a low number if your users have minimal free space on their mobile devices. Assign Users and Profiles To assign users and profiles to a mobile configuration: 1. In the Search drop-down list, select the type of member to add: users or profiles.
Defining Data Sets Defining Data Sets User Permissions Needed To view mobile data sets: "View Setup and Configuration" To create, change, or delete mobile data sets: "Manage Mobile Configurations" Accessing Salesforce from a mobile device is very different than accessing it from your computer. This is because mobile devices generally have less memory and screen size than computers, and they do not maintain a constant network connection.
Defining Data Sets • • • • • • Leads Opportunities Products Solutions Tasks Users For child data sets, the popup window only lists objects that relate to the selected parent data set. Salesforce automatically transfers parent records of objects if that type of parent record is anywhere in the data set, even if the parent object is not connected to the child object in the hierarchy.
Defining Data Sets if the settings are Last Modified Date and Descending, Salesforce transfers the most recently modified records to mobile devices and removes the same number of records that were least recently modified. If you selected the None (Search Only) Filter by Record Ownership option, the limit you set does not apply because no records are automatically synchronized. Tip: Do not use Set Max Record Limit in place of filters.
Defining Data Sets Merge Field Description picklists. The valid operators for this merge field are Equals, Not Equal To, Greater Than or Equal, Less Than or Equal, Contains, Does Not Contain, and Starts With. Sample Data Sets Many administrators create mobile configurations based on the functional groups in their organization because users in the same group usually have similar mobile requirements for data. Below are sample data sets for common Salesforce groups.
Defining Data Sets Figure 3: Sample Mobile Configuration for Sales Engineers Account Executive This account executive mobile configuration is account-based, which means the device pulls down the user's accounts and opportunities related to those accounts. The opportunities are filtered so that only open opportunities scheduled to close in the current quarter appear on the device. The Task and Event child data sets retrieve all activities related to those opportunities, not just the user's activities.
Customizing Mobile Page Layouts Figure 5: Sample Mobile Configuration for Customer Support Representatives Customizing Mobile Page Layouts User Permissions Needed To view mobile configurations: "View Setup and Configuration" To exclude fields from mobile page layouts: "Manage Mobile Configurations" The mobile client application inherits the user's page layouts from Salesforce.
Creating Mobile List Views Creating Mobile List Views User Permissions Needed To view mobile devices and users: "View Setup and Configuration" To manage mobile custom views: "Manage Mobile Configurations" For each mobile configuration, you can define up to ten mobile custom views per object that are pushed to the devices of users assigned to the configuration. To create a mobile custom view: 1.
Testing Mobile Configurations Testing Mobile Configurations User Permissions Needed To view mobile data sets: "View Setup and Configuration" To test mobile configurations: "Manage Mobile Configurations" When you create a mobile configuration, you specify a total data size limit for the configuration. The total data size limit prevents Salesforce from sending too much data to the mobile devices of users assigned to the mobile configuration.
Sending Emails to Mobile Users • • If the total data size is below the limit, the selected user can safely be assigned to the mobile configuration. However, keep in mind that the test results are an estimate because different devices have different storage algorithms. If the total data size exceeds the limit, reduce the size of the data by reducing the scope of your data set, refining the filter criteria of your data sets, deleting a data set, or removing fields from the page layout.
Managing Mobile Devices • • • To view details about a specific user, click the username. To view details about a mobile configuration, click the mobile configuration name. The buttons on the All Mobile Users and Devices page let you perform actions on multiple mobile users at one time. You can: • • • • Adjust the mobile session timeout value Erase the Salesforce data from a user's device Delete a device from a user's record.
Managing Mobile Devices Field Description troubleshooting synchronization errors resulting from an exceeded data limit. Device Address The unique PIN of the user's mobile device. Device Model The model of the mobile device. Is Simulator? A flag indicating whether the device is a simulator or a mobile device. A simulator is a software application that emulates the behavior of a mobile device. Last Activated The last time a full data set was downloaded to the mobile device.
Managing Mobile Devices Field Description Status Indicates whether any synchronization errors exist between the device and Salesforce. The Status field is only visible when an error is present. The two error statuses are Data Limit Exceeded and Unknown Error. Username The Salesforce username of the user who is associated with the mobile device. Note: If Salesforce detects the selected device was registered by a user in another organization, the fields on the Mobile Device page are blank.
Managing Mobile Devices Result Description Message successfully queued The mobile server has sent the message to the device. Salesforce cannot detect if the message was received by the device. Unable to send message A temporary communication problem between Salesforce and the mobile server prevented the message from being sent. Try again later. User has no mobile device The selected mobile user never registered a device, so therefore the message could not be sent.
Managing Mobile Devices Deleting Mobile Devices User Permissions Needed To view mobile devices and users: "View Setup and Configuration" To delete mobile devices: "Manage Mobile Configurations" In rare instances, you might want to remove a mobile device from your organization. Salesforce automatically associates a device record with the mobile user who most recently activated the device, so it is unnecessary to delete a device in order to assign it to another user.
Chapter 4 Installing the Mobile Client Application In this chapter ... • • • Installing Salesforce Mobile BlackBerry Enterprise Server Application Push BlackBerry Desktop Manager Application Loader After planning and mobile administration are complete, you can deploy Salesforce Mobile to your users. The mobile client application is installed over-the-air. Any user can complete the process by following the detailed installation messages on their mobile device.
Installing Salesforce Mobile Installing Salesforce Mobile You can install Salesforce Mobile on your mobile device after you receive an email from your Salesforce administrator with an HTML link to the installer. BlackBerry Installation 1. Open the Salesforce Mobile email message from your Salesforce administrator in the BlackBerry email application. If you don’t receive an email with a link to the installer, you can open your web browser and navigate to the following URL: http://mobile.salesforce.
Installing Salesforce Mobile If your phone has a touch screen: a. Tap the Click here to download the loader link. b. Verify that the Open file after download checkbox is selected in the Download dialog. c. Select Yes. If your phone does not have a touch screen: a. Select Download, then select Yes. b. After the application downloads, select Done. 4. 5. 6. 7. Return to the phone's home page. From the Start menu, select Salesforce Mobile from the list of installed programs.
BlackBerry Enterprise Server Application Push iPhone Installation Salesforce Mobile is available for download from Apple's App Store. To use the App Store, your iPhone or iPod touch must be connected to the Internet. You also need an iTunes™ Store account to download applications. If you do not already have an iTunes Store account, open iTunes on your computer and select Store ➤ Account to set one up. To download Salesforce Mobile from the App Store: 1. 2. 3. 4. 5. 6.
BlackBerry Desktop Manager Application Loader 5. Set the Salesforce directory and its contents to Read Only. 6. Open a command prompt and change the directory to Program Files\Common Files\Research in Motion\AppLoader. 7. Run the loader /reindex command. Note: This command must be run any time the Salesforce Mobile files are updated or changed. 8. On the BlackBerry Enterprise Server, go to Start ➤ Programs ➤ BlackBerry Enterprise Server ➤ BlackBerry Manager. 9.
BlackBerry Desktop Manager Application Loader 3. 4. 5. 6. 7. 8. Accept the license agreement, then click Next. Optionally, select the directory where the Salesforce Mobile files should be installed, then click Next. Click Install. After the installation is complete, the BlackBerry Desktop Manager launches. Connect your cradle or USB cable to your computer. Perform one of the following actions: • • Insert your device into the cradle. Connect the USB cable to your device. 9.
Index Index B R BlackBerry Salesforce Mobile installation 32 BlackBerry Desktop Manager 35 BlackBerry Enterprise Server 5 Application Push 34 requirements 10 BlackBerry Internet Service 5 Business process review 11 Record types 6 Reports 6 Resources 12 C Client application 6 Creating mobile custom views 23 Custom views 6 D Dashboards 6 Deleting mobile devices 30 Deploying Salesforce Mobile 9 Devices deleting 30 model and memory information 10 synchronizing with Salesforce 7 I Installing Salesforce Mo
