About Salesforce at IU

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About Salesforce

Salesforce is a cloud-based system of engagement that provides a 360-degree view of contacts and constituents, allowing you to manage relationships with them and track data related to all interactions. Salesforce also helps staff and departments collaborate internally and externally, gather insights from social media, track important metrics, and communicate via email, phone, social media, and other channels.

The following diagram shows the basic Salesforce platform architecture. Not every component or cloud on the diagram has been or will be adopted by Indiana University.

Salesforce platform architecture diagram

Salesforce organizations

Orgs (organizations) are individual deployments or instances of Salesforce that have a defined set of licensed users. Orgs include both data and applications. IU has two Salesforce orgs: Production and Sandbox.

Production

IU's Production instance of Salesforce stores business-critical production data that is actively used to engage with contacts and constituents.

Sandbox

IU's separate Sandbox or test instance allows users to log in and test new features before they're production-ready without affecting IU's Production org and other users. Sandbox has the same customization, objects, configuration, and functionality of the Production org.

Salesforce clouds used by IU

Service Cloud

Service Cloud is a system of engagement that provides a 360-degree view of prospects, current students, staff, faculty, supporters, and community contacts. By storing information in one place, Service Cloud enables faster and more personalized communication and service.

Service Cloud streamlines recruitment processes, communication campaigns, and event management. It allows IU to capture and track interactions, automate service and support processes, establish workflows, and engage one-to-one with every contact across all channels and devices.

Service Cloud features

  • Case and issue management
  • Task and activity tracking
  • Workflow and approval automation
  • Account, contact, and lead management
  • Customizable dashboards and reports
  • Mobile access, customization, and administration
  • Email tracking and analytics
  • Chatter for team collaboration
  • Computer telephone integration and call scripting

Marketing Cloud

Marketing Cloud is a system for managing interactive marketing activities and relevant, personalized customer journeys across all channels and devices, allowing you to deliver the right message at the right time. Use the Marketing Cloud for customer journey management, web personalization, content creation and management, data analysis, and communication through email, mobile devices, and social media.

Marketing Cloud features

  • Email Studio
  • Automation Studio
  • Journey Builder
  • Mobile marketing
  • Social media marketing
  • Content and message management
  • Subscriber and publication lists
  • Data analytics and tracking

Salesforce data security and data access

About the IU Salesforce data security model

The following policies define the rules of access and engagement related to institutional data and usage of constituent data at IU:

All Salesforce users are bound by these policies and are required to receive appropriate training in both the policies and the appropriate and effective usage of Salesforce functionality prior to gaining access to the system. Failure to observe university policies will result in loss of access and disciplinary action.

Some Salesforce users will require access to student and other data that is classified as Restricted or Critical. In order to satisfy the requirements of DM-01, these users must be granted access through a process that verifies a legitimate need to see this restricted data.

Users may be required to periodically renew their compliance as a condition of continued access to the system.

How IU Salesforce data access is managed

All Salesforce users have access to all contact records. This includes bio-demographic information such as names, mailing addresses, email addresses, and phone numbers. The contact record contains a section of restricted data, including citizenship and visa status. Access to this restricted data can only be granted by the appropriate Data Manager.

  • All Salesforce users have access to all non-admissions data (e.g., employment, enrollment, external relationships).
  • All Salesforce users have access to all communication campaigns.
  • Only admissions users will have access to admissions-specific data.
    • Admissions users will have access to all admissions-specific data regardless of campus or program.
    • Access to lead/suspect records will be restricted to each individual admissions office.

Salesforce data

How Salesforce organizes data

Name Description
Org

Short for "organization"; the place where all data, configuration settings, and customization live. You might also hear this called "your instance of Salesforce". Log in to access it.

App

A set of fields, objects, permissions, and functionality that support a business process.

Object

An overall definition of a type of data that is grouped into logical categories. An object is a collection of fields named for the kind of information those fields represent.

Record

A set of fields that represent a specific instance of an object. Objects can have multiple records.

Field

A place where you store a value, like a name or address.

IU's Salesforce data model

Objects

Salesforce groups data into logical categories called objects. An object is a collection of fields named for the kind of information those fields represent. Commonly used Salesforce objects include contacts, accounts, cases, and reports.

Salesforce uses objects to store data. Objects contain all the functionality found in a table, with additional enhancements that make them more powerful and versatile. Each object comprises a number of fields that correspond to columns in a database. Data is stored in records of the object, which correspond to rows in a database.

Relationships

Every constituent who has a relationship with IU is represented by a single record called a contact (admissions, enrollment, employment).

Salesforce objects relate back to the contact to link the data about multiple relationships back to the contact (recruiting funnel, enrollment terms, employment)

Relationship objects contain multiple records that relate them to the contact; see the following diagram.

Salesforce object relationships diagram

User populations use the same data structure, but because there are multiple types or groups of users (e.g., admissions, communications), each type of user may have access to different objects/data.

IU's Salesforce objects

Below are some of the core Salesforce objects that IU uses, along with a description of each.

Object name Description Who can access
Accounts

Account and Contact records have a one-to-one relationship; for each Contact record that is created, the system automatically creates a corresponding Account record. Although Account records exist for every Contact, they are hidden "behind the scenes"; users don't normally interact with or update Account records.

All users

Contacts

Represents a person or constituent and contains generic bio-demographic data such as name, address, phone numbers, etc. Contact records do not contain data about relationships with the university.

All users

Leads

Represents the suspect stage in the admissions recruiting process.

Admissions

Opportunities

Represents the standard admissions prospect and applicant data contained in an individual recruiting funnel from the stages of prospect to the point of enrollment.

Admissions

External Relationships

Records that denote the relationship a contact has with an external group or organization (e.g., high school student, family member, employee).

External Relationships are not centrally populated, maintained, or managed; they are manually created and managed by Salesforce users.

All users

Employments

A limited set of IU employee data, one record per job or appointment. IU employees may have more than one employment record if they've changed jobs at IU.

All users

Enrollments

A limited set of IU enrollment data, one record per enrolled term per campus. Students may have multiple enrollment records that can be historic or represent current enrollment.

All users

Service Indicators

A limited set of IU service indicator data, one record per Service Indicator object.

Admissions

SIS Communications

A limited set of IU SIS communications data, one record per SIS Communication object.

Admissions

Recruiting Categories

A limited set of IU recruiting category data, one record per Recruiting Category object.

Admissions

SIS Checklists

A limited set of IU SIS checklist data, one record per SIS Checklist object.

Admissions

Test Scores

A limited set of IU test score data, one record per Test Score object.

Admissions

Student Activities

A limited set of IU student activity data, one record per Student Activity object.

Admissions

Education History

A limited set of IU education history data, one record per Education History object.

Admissions

Student Groups

A limited set of IU student group data, one record per Student Group object.

Admissions

Military Service

A limited set of IU military service data, one record per Military Service object.

Admissions

This is document alqn in the Knowledge Base.
Last modified on 2017-09-28 11:35:40.

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