Partner Account

Management
Customization &
Enhancement Guide/
Post Install
Instructions
Overview
This guide is for customers who installed the Partner Account Management AppExchange
application and details a set of salesforce recommended best practice configurations to make
salesforce.com a best in class partner account management solution.

Consider that the steps in this document are a recommended set of best practices and as such
you have license to modify or skip many of the recommendations without adversely impacting
the application. There are some recommendations such as workflow notifications that only apply
to Enterprise and Unlimited users, but the application works equally well for any edition capable
of installing the application.

The document assumes the reader is accustomed to configuring salesforce. The online help is a
great resource to explain concepts and steps described in this document.

Configuration Changes
All of the partner profile fields are stored in the account record therefore much of this guide is
focused on configuring the account object.

1) Page Layouts: recommended

Background:
The addition of the partner profile account fields warrant having a separate page layout
for partners as the new fields are partner specific and may not apply to regular CRM
accounts.
Creating a new page layout assumes that your salesforce edition supports record types
since this feature allows you to take advantage of different page layouts per object. If
you are using profession edition we suggest that you create a separate page section to
store the partner profile information.

Recommendation:
• Create a layout called ‘Partner Account’, which can be easily cloned from an
existing layout, and which will be used by your internal users to view partner
accounts
• Consult the AppExchange test drive and the appendix for the set of the
recommended fields and layout design for the partner profile
• Add the ‘Update Scorecard’ custom button to ‘Partner Account’ page layout
‘detail page buttons’ field section.

© Copyright 2000-2007salesforce.com, inc. All rights reserved. Partner Account Management Installation Page 1
 • Make all of calculated scorecard layout fields read only since these fields are
calculated by the ‘Update Scorecard’ process and not manually entered

2) Record Types: recommended

Background:
If you have created a partner profile page layout, then creating a ‘partner’ record type is
the next step to take advantage of the new layout.

Recommendation:
• While there is a marginal increase in administrative overhead to manage an
additional record type, the benefits are:
o Ease of reporting as you can group by record types in reports
o Page layout control
o Control over who can create partner accounts as you can control record
type create privileges
If you choose to implement a new record type:
• If there is an existing record type in place – such as a customer record type –
then create the additional ‘Partner’ record type and grant access to this record
type, along with default selections, to the appropriate profiles

Note: Consider what users need to create partner account and grant access to
the new record type to these users alone, so that other users will not see the
option to create a partner account when they press the ‘new’ account button

Also, we suggest that you do not give PRM users access to this record type as
lead converted by PRM users in the portal should not be created with the
‘Partner’ record type
• In the event that no record types have been defined salesforce recommend that
two record types are created – ‘Customer’ and ‘Partner’. In this case you may
consider updating all current account records to either customer or partner (using
the Salesforce data loader) so that all current accounts have an associated
record type for reporting purposes
• Once the record types are created, assign the page layouts appropriately to the
profiles
• Edit the ‘Picklists Available for Editing’ for the partner record type selecting the
appropriate values for fields such as ‘Partnership Status’, ‘Buying Relationship’,
‘Partner Geographic Coverage’, ‘Competitive Certifications’, ‘Partner Program
Level’, ‘Partner Type’, ‘Programs’, etc.

optional
3) Partner Scorecard sControl:

© Copyright 2000-2007salesforce.com, inc. All rights reserved. Partner Account Management Installation Page 2
 Background:
A scontrol launched from the previously referenced ‘Update Scorecard’ custom button
calculates the partner scorecard data. The scorecard contains a set of metrics for the
partner account being viewed.

The scorecard only applies to PRM enable partner accounts since the measurement is
limited to partner owned leads and opportunities for the respective account. If you have
not deployed PRM you will not be able to run this scontrol and you will receive an
appropriate warning.
Recommendation:
• Ensure that the ‘partner account’ field is exposed via field level security to users
running the ‘Update Scorecard’ process
• If the partner account field is available to all profiles that will use run the
scorecard process, there is a minor performance improvement you can make.
Comment out the following two lines which make two API calls to check for the
presence of the partner account field:
visibleOnLead = checkForPartnerAcccount("Lead");
visibleOnOppty = checkForPartnerAcccount("Opportunity");
• The scontrol assumes a calendar year for the ‘YTD’ and ‘Current Year’
calculations. Change THIS_YEAR and LAST_YEAR references to
THIS_FISCAL_YEAR and LAST_FISCAL_YEAR respectively is your instance
uses a fiscal calendar
• Additional metrics can be easily added by adding an account field and making
minor modifications to the scontrol.

The following table details the metrics and how they are derived.
Metric Name Explanation
Number Open Opportunities Opportunity IsClosed = False
Number Closed Opportunities Opportunity IsClosed = True

© Copyright 2000-2007salesforce.com, inc. All rights reserved. Partner Account Management Installation Page 3
 Number Closed Won
Opportunities
Number Closed Lost
Opportunities
Opportunity Win Rate
Value Open Opportunities
Value Closed Won Opportunities
YTD Revenue Generated
Last Year Revenue Generated
Total Leads
Total Active Leads
Total Leads Converted
Lead Conversion Rate
Lead To Opportunity Close Rate
Scorecard Last Updated Date
© Copyright 2000-2007salesforce.com, inc. All rights reserved.
Opportunity IsWon = True
Opportunity IsWon = False
Number Closed Won Opportunities/ Number Closed
Opportunities
sum(Opportunity Amount) where IsClosed = False
sum(Opportunity Amount) where IsWon = True
sum(Opportunity Amount) where IsWon = True and
Close Date = THIS_YEAR
sum(Opportunity Amount) where IsWon = True and
Close Date = LAST YEAR
count(leads)
Lead IsConverted = False
Lead IsConverted = True
Total Leads Converted/ Total Leads
Number Closed Won Opportunities/ Total Leads
Converted
Automatic timestamp once the scontrol runs
Partner Account Management Installation Page 4
Reports
There are several reports and one dashboard packaged with this application. If you have
deployed salesforce PRM you will have the ‘Partner Account’ field available to you. This field
cannot currently be included in any AppExchange report definition so any constraint on or use of
a ’group by’ on this field would need to be done post install.

Furthermore since these reports focus on partner profile information and since your
implementation of how to categorize partners may be either with a partner record type or
otherwise, you should review the reports to determine the best way to constrain on partner
accounts alone. Consider a combination of the following:
• Partner Account not equal to
• Group By Partner Account
• Opportunity Record Type equal to Partner

© Copyright 2000-2007salesforce.com, inc. All rights reserved. Partner Account Management Installation Page 5
 Note: The ‘partner not equal to’ statement above was intentionally left blank as this constraint
will limit the report to only opportunities or leads where this is populated.

The following grid illustrates a set of post install changes you should consider to improve the
respective reports.
Add Add
“Group By “Partner Account
Report Partner not equal to”
Account” constraint
Partner Lead Ownership


PRM: Close Rate


PRM: Partner Tiers

PRM: Programs

PRM: YTD Revenue Targets


Partner Opportunity win rate

* Reports that require this aspect has been packaged with the ‘Company/ Account’ (for leads) or
‘Account Name’ (opportunities) field in place of the ‘Partner Account’ field, and therefore the
field needs to be changed versus adding a new element.

Appendix
Example of a ‘Partner Account’ page layout

© Copyright 2000-2007salesforce.com, inc. All rights reserved. Partner Account Management Installation Page 6
© Copyright 2000-2007salesforce.com, inc. All rights reserved. Partner Account Management Installation Page 7