Guide To Lightning Big Book

No-Code Builders, Pro-Code Tools, and Enterprise
Services for Application Development

INTRODUCTION
In the Fourth Industrial Revolution, it seems that One way to overcome this gap, deliver value faster,
every day there’s a new wave of digital disruption. and increase innovation across your business is by
With 75 billion connected devices and 6 billion building apps. Apps are the driving force behind
mobile phones, companies in every industry are digitizing work, transforming manual processes like
adapting to a demand for technological change spreadsheet and email-based tasks into automated,
IT’s Guide to the Salesforce Customer 360 Platform
across every stakeholder, from employees to intelligent, and connected business processes.
customers. IT leaders are at the center of this digital Building apps that digitize every part of your business
transformation — they are the agents of change, helps you break down silos, work faster, and be more
tasked with growing the business by leveraging the proactive when meeting customer demands.
latest and greatest technology.
Inside these pages, you’ll discover why the Salesforce
How quickly can you, as an IT leader, bring new Customer 360 Platform is the fastest way to 2
technology into your business? Between legacy build, connect, optimize, and deploy apps. The
systems, outdated infrastructure, and increasing Customer 360 Platform empowers everyone in your
demand for talent, expectations are high and organization — from admins and business users to
resources are limited. Meeting these high professional developers — to build apps. That means
e pectations re uires nding new and e ecti e you can accelerate your digital transformation so you
ways to deliver value faster — regardless of legacy can streamline processes, boost productivity, disrupt
technologies and complex environments. It requires your industry, connect to your customers, and change
empowering everyone in your organization to how your IT department delivers value to your entire
participate in digital transformation by bridging the business.
gap between IT and lines of business to develop
a partnership that puts innovation at the top of
everyone’s mind.
TABLE OF CONTENTS
INTRODUCTION .........................................................................................................2 CHAPTER 3: BUILD AROUND YOUR CRM WITH PRO-CODE TOOLS FOR
PROFESSIONAL DEVELOPERS.................................................................................. 30
CHAPTER 1: WELCOME TO THE CUSTOMER 360 PLATFORM.........................................5 Innovate Faster with a Modern Software Development Experience.................................... 30
What Is the Customer 360 Platform?........................................................................................ 5 Lightning Components.............................................................................................................. 31
What Is Possible with the Customer 360 Platform?................................................................ 5 The Lightning Design System on the Customer 360 Platform.............................................. 32
Customer 360 Platform Architecture........................................................................................ 6 Salesforce DX.............................................................................................................................. 33
Benefits of the Customer 360 Platform................................................................................... 10 Application Lifecycle Management ......................................................................................... 34

A Complete Portfolio for Every App......................................................................................... 11 Salesforce Environments........................................................................................................... 35
Heroku......................................................................................................................................... 37
CHAPTER 2: NOW ANYONE CAN BUILD APPS, FAST................................................... 14 Collaboration and Control......................................................................................................... 38
Empowering the Next Generation of Developers.................................................................. 14
Heroku Elements Marketplace................................................................................................. 39
No-Code Builders: Tools That Empower Everyone to Build.................................................. 15
Seamless and Secure Data Management for Scale................................................................ 40
Lightning App Builder....................................................................................................... 15 3
Heroku Connect................................................................................................................ 40
Schema Builder ................................................................................................................ 16
Heroku Postgres................................................................................................................. 40
Process Builder.................................................................................................................. 17
Heroku Redis...................................................................................................................... 41
Flow Builder....................................................................................................................... 18
Apache Kafka on Heroku.................................................................................................. 41
Einstein Prediction Builder............................................................................................... 19
Heroku Private Spaces............................................................................................................... 42
Community Builder and Templates................................................................................ 20
Heroku Shield ............................................................................................................................ 43
AppExchange..................................................................................................................... 21
Build Innovative, Engaging Apps.............................................................................................. 44
How New England Biolabs Connected Freezers with the Salesforce Platform................... 22
No-Code Mobile App Development ....................................................................................... 23 CHAPTER 4: INTEGRATE EVERYTHING..................................................................... 46
The Best Platform for Mobile Apps.......................................................................................... 25 MuleSoft Anypoint Platform..................................................................................................... 47
A Closer Look at the Salesforce Mobile App........................................................................... 26 Heroku Connect......................................................................................................................... 48
Mobile Publisher............................................................................................................... 27 Salesforce Connect.................................................................................................................... 49
Tools for Platform Administration and Configuration................................................... 28 Platform Events.......................................................................................................................... 50
Centralized IT Governance .............................................................................................. 29 User Interface Integration......................................................................................................... 51
Access Management......................................................................................................... 29 Business Logic Integration........................................................................................................ 51
CHAPTER 5: MAKE SALESFORCE MORE POWERFUL WITH ENTERPRISE SERVICES .....52
Customer 360 Platform Services for Easier Development ................................................... 52
Einstein Analytics ..................................................................................................................... 53
Einstein Platform: Vision and Language ................................................................................. 54
Einstein Vision................................................................................................................... 54
Einstein Language ........................................................................................................... 55
Salesforce Identity .................................................................................................................... 57

Big Objects ................................................................................................................................ 59
Metadata-Driven Architecture ................................................................................................. 60
CHAPTER 6: SECURITY AND GOVERNANCE.............................................................. 61

A Secure and Trusted Platform ................................................................................................ 61
Salesforce Shield ....................................................................................................................... 62 4
Event Monitoring ...................................................................................................................... 63
Field Audit Trail ......................................................................................................................... 64
Platform Encryption .................................................................................................................. 65
CONCLUSION: GETTING STARTED WITH THE LIGHTNING PLATFORM ....................... 66

Chapter 1
Welcome to the Customer 360 Platform
“With our banking What is the Customer 360 What Is Possible with the
apps built on the Platform? Customer 360 Platform?
Platform, we can As IT departments struggle to keep up with digital Modern app development platforms must support
deliver more services transformation and meet the increasing demands a wide range of skills and capabilities to help app
Chapter 1 Welcome to the Customer 360 Platform
to underserved of customers, IT leaders must find a way to work development easily scale across the organization.
communities.” faster, better, and smarter. To do this, IT departments Only then can IT leaders respond to the need for
need to empower everyone in their business to work speedy app delivery that their businesses demand.
Teri Williams Cohee together and think like a developer. The Customer 360 Platform helps do this with three
President and COO key sets of capabilities that empower everyone from
OneUnited Bank The key to transformational application development admins to developers to IT: 5
is welcoming the entire organization into a new
innovative way of building apps with a platform NO CODE BUILDERS
designed to empower everyone. The Customer 360 Empower admins and business users with drag-
and-drop tools to build apps for everyone.
Platform is the only cloud application development
platform that empowers everyone to build — and PRO-CODE TOOLS
Enable programmatic developers to build with
we mean everyone. The Customer 360 Platform
familiar languages and frameworks.
includes no-code tools, professional tools, mobile
and collaboration solutions, administration and ENTERPRISE SERVICES
access controls, and a broad collection of enterprise Provide core functionality like security, automation,
services that deliver apps and innovation at collaboration, AI, workflow and more built right in.
unprecedented speeds.
EXPLORE THE PLATFORM
Customer 360 APPS
Platform Architecture
The Platform
delivers a best-in-
class development
environment so Apps to extend sales and service AppExchange Apps Custom Employee Apps Scalable Customer Apps
you can build the DEV TOOLS
apps customers,
No Code Low Code Pro Code
employees, and App Builder Components Heroku
Process Builder Flow Builder Salesforce DX
partners have come
to expect — and the GOVERNANCE AND TRAINING 6
ones that will exceed
Application Lifecycle Management User Controls Trailhead
all expectations.
ENTERPRISE SERVICES*
*This is just a small sampling of Integration Security Identity Machine Learning AI IoT
the many components available
on the Platform. Workflows Analytics Reporting Messaging Collaboration Search
Auditing Monitoring Encryption Storage Logging Backup
FOUNDATION
Shared Metadata Federated Identity Global Network Fabric

Finance
HR Operations
Product Sales
Build Apps for Every Department
Legal Marketing Employees across your business need apps that
increase their productivity. Most companies use
IT Service spreadsheets or legacy systems to manage one or
more processes. The Platform provides the tools
needed to bring automation to teams working
with internal and customer data. App builders
visually construct complex apps quickly, increasing
productivity.
Using prebuilt components and add-ons, you can

assemble interfaces and set display options. With 7
a few clicks, you can add processes to automate
work ows. nce deployed, your apps are a ailable
instantly on mobile, desktop, and tablet. It’s easy
to build apps, reports, and dashboards; your data
already lives in Salesforce.
Create Engaging Experiences
We have all become accustomed to sophisticated, robust apps
that create engaging experiences. The Customer 360 Platform
gives you all the tools you need to build modern apps for any
device so you can deliver a digital experience that delights your
users — whether they’re customers or employees.
With the Platform, it’s easy to build apps for employees,

customers, and partners. You can personalize apps using your
C M data and easily con gure them with components and
prebuilt templates using Community Builder. Or unleash the art
of the possible with mobile and web apps built on Heroku that 8
give your developers the power to code in the open source
language of their choice.
The Platform easily connects your customers’ interactions — as

well as any other information they choose to share — back to their
customer record in Salesforce so you can anticipate needs and
serve them better in the future.
Get Complete, Integrated Customer Data
Enhance your understanding of your customers even further by
taking advantage of data in external systems, streams of data from
consumer interactions, and the Internet of Things. Unlock the
data that’s stored in your legacy systems, such as SAP, Oracle, and
Microsoft, by easily integrating your back-office data with apps that
you build on the Platform. When all of this data is available at your
ngertips, you can use arti cial intelligence to unco er insights and
drive results.
Connecting external data sources to Salesforce is fast and easy.

ata is a ailable uickly, so you can make more e ecti e decisions. 9
Paired with the thriving ecosystem of integration tools like the
MuleSoft Anypoint Platform, middleware apps, and partners
on AppExchange, you can turn your data into a competitive
advantage by creating opportunities to better connect with your
customers.
Benefits of the Customer TOPLINE METRICS
360 Platform
Fast App Development and Customization World’s Most Trusted Enterprise Cloud
Iterate and build faster because anyone in your Deliver apps that are inherently secure, available,
company can build with clicks or code. This allows and high performing, even to the most demanding $3.74M
Higher revenue per
IT to deliver more rapid innovation to the business. customer s e pectations. e re ect our alues of
year per organization
Developers can build with the tools and languages transparency and trust in everything that we do.
that they lo e, and then scale their apps e ortlessly
with a high-performance platform for rapid growth. Proven Success and Scale
The Platform is the proven enterprise platform
Integrated Experience that powers not only Salesforce products such as 545%
10
Build apps that have shared identity, network, and Sales Cloud, Service Cloud, Community Cloud, 5-year ROI
data so that they get a single view of the customer. Salesforce IoT, and AppExchange, but also processes
Every app is instantly mobile, and customers over 4 billion transactions per day with more than
can build, deploy, and manage mobile apps for 7 million custom apps and more than 4 million
employees, customers, and partners, fast. developers. These developers can extend the power 6 months
of Salesforce with apps and Lightning Components to payback
from AppExchange, the world’s largest enterprise
app store.
57%
faster app
development
IDC ROI study, September 2018

Salesforce Cloud Infrastructure
by the numbers
a Complete Portfolio for Every app

Speed
The Power of Choice
When we look across the enterprise app landscape, it’s clear that no single 4 billion+
platform can ful ll e ery need. nstead, leaders at businesses of all sizes transactions a day with an
average response time of
must decide which portfolio of technology supports the broadest set of needs
less than 250 ms
and o ers the greatest interoperability, while also pro iding the best return on
technology investment. That’s why the Customer 360 Platform includes no-code
builders, pro-code tools like Heroku, and enterprise services to build apps fast.
always on
Each platform is purpose-built for speci c needs and is fully integrated with the
others. 99.9%
uptime 11
Build Better Together
The most productive employees collaborate across teams, skill sets, and
functional groups. Why shouldn’t your apps do the same thing? Whether your
apps are built by business users using intuitive point-and-click tools, or coded
innovation
by developers on Heroku, every app becomes more valuable when it can share
rele ant data, processes, and work ows with other apps. oday, there s no reason 7 million+
apps
why a customer-facing mobile app can’t share data with your CRM system
and, in turn, share that data with a custom employee app running operations
or inventory. The Platform empowers anyone to build connected apps for
customers, employees, and partners.
Trust built on
Transparency
trust.salesforce.com
Architecture for Complete Data
The Platform’s data What would you rather have your IT department giving you a single source of truth — and IT doesn’t
services include doing: building, securing, managing, and virtualizing ha e to de ote resources to e pensi e and difficult
Schema Builder, a new database for each new app project — or integrations between apps.
predesigned innovating immediately on the apps the business
needs today? In addition, Heroku Connect extends data services
user interfaces,
autogenerated on the Platform so you can synchronize data
APIs with security It’s always been a daunting challenge for IT to create between Salesforce and Heroku Postgres, unifying
controls, structured an architectural en ironment that e ecti ely makes contacts, accounts, and other custom objects in
and unstructured data available to your apps from disparate sources the alesforce database. Easily con gured with a
le-oriented content, — such as legacy databases, third-party add-ons, point-and-click UI, it’s simple to get the service up
query support, triggers and CRM data. The Customer 360 Platform puts and running in minutes — no coding or complex 12
and validation rules, the world’s leading cloud data technology at IT’s con guration re uired.
automatic indexing, ngertips so your team can build rich forms and
backup, replication, custom data models without complex code, and With Salesforce Connect, you further extend data
and disaster recovery. resources can services. Apps can reference database objects from
be devoted to creating apps that create business SAP, Oracle, Microsoft, and other third-party services,
value, faster. so that you get a complete, 360-degree view of
the customer. nd nally, the MuleSoft Anypoint
With the Platform, all apps supporting your business Platform is designed to turn disparate enterprise
processes interact with a consolidated 360-degree systems into seamless application networks through
view of customer data across the customer lifecycle, API-led connectivity.
Now Building apps is
Everyone’s Business
One platform for your customers, partners,

and employees
Low-Code
De
sers ve
No matter where people sit on the spectrum, the ssU lo
p
e
Customer 360 Platform has tools for everyone.
er
sin
s
Bu
Put the power to build apps and experiences in
everyone’s hands.
13
appExchange Salesforce DX
Download partner-built Empower developers to
industry app solutions build, test and collaborate
app Builder Heroku

Prototype rich apps and Develop highly custom,
pages with drag and drop scalable apps using any No-Code Code
simplicity coding language and
connect to your CRM
Community Builder
Custom-brand your
customer and partner
experiences with clicks
Chapter 2
Now Anyone Can Build Apps, Fast
“One of the great Empowering the Next Generation
things we’ve found of Developers
about the Customer In order to deliver transformation to everyone, IT has to serve two
360 Platform is how very important customers — the company’s end customers and its
easy it is to build apps. internal employees as customers. End customers expect things
Chapter 2 Now Anyone Can Build Apps, Fast
You do not need to like intelligent experiences, contextual moments, and engagement
have an in-depth across every channel, and employees expect a digital experience
coding background.” that integrates the tools they work with, is modern and mobile,
and automates their processes and helps them be smarter with
everything they do. And new technologies like AI, IoT, AR/VR, and
David Edge
more are constantly complicating the ways IT organizations are
General Manager,
delivering these customers’ expectations.
Development
Financial Times The bottom line: IT has to deliver more, faster than ever before,
and usually with fewer resources.
The secret to winning: welcoming the next generation of

developers with the newest transformational application
development practices. That’s what makes the Customer 360
Platform so di erent. t s the only platform designed to empower
every kind of developer, from professional developer to business
user, with tools that work together.
No-Code Builders: Tools
That Empower Everyone
to Build
The Customer 360 Platform gives you the tools
you need to build quickly. Whether you’re building
mobile apps, customizing pages, or building
customer communities, you can drag and drop
components to deliver modern user experiences on

any screen.
App Builder
With App Builder, assemble apps and customize
pages with a library of easily con gurable drag-and-
drop components.
• Build custom mobile apps with responsive design

for any business process.
• Leverage templates and forms for quick
deployment.
• Preview apps as you build and optimize iteratively.
• Get
et more components ready for use in App Builder
from the AppExchange Component Exchange,
including components built by Salesforce partners
and Salesforce Labs.
Schema Builder
A consistent trend across IT is the growing demand
for tools that reduce the time spent on repetitive
tasks. With Schema Builder, you can simplify
designing, implementing, and modifying your
schema, or data model, across all of the objects
and relationships in your app. Schema Builder
is a visual environment where you can see your
alesforce data objects, custom elds, and
relationships in a graphical way. You can view details
such as the eld alues, re uired elds, and how
objects are related with lookup and master-detail 16
relationships for both standard and custom objects.
In addition, you can easily create and modify

objects, elds, and relationships with point-and-
click ease. As you drag objects around the canvas,
Schema Builder automatically implements the
changes and saves the layout of your schema,
drastically impro ing the speed of con guring the
data model and viewing the relationships. With
Schema Builder, you spend less time setting up
your data model and more time building the apps
users love.
Process Builder
Process Builder is a simple but versatile tool for automating simple business
processes. nyone can declarati ely build business work ows and isually
automate processes in minutes. Process Builder provides companies with the
e ibility they need to respond to changing business
needs fast and to take action — whether it’s creating a new record, posting to
Chatter, or sending email blasts. With drag-and-drop tools, you can rearrange
process criteria instantly without creating an entirely new process. You can also
schedule actions with multiple schedules, scale to handle records in bulk, and
deploy once across every device to increase overall employee productivity across
your business.
From daily activities — such as sending follow-up email reminders, submitting

approval requests, and assigning tasks — to more complex processes like
employee onboarding, vendor procurement, and more, Process Builder helps
companies collaborate and move faster than ever before.
• Easily automate simple business • Visualize the entire process in one

processes with point-and-click tools. place to design and collaborate
• Automatically update or create directly with business owners.
new records, emails, and tasks, or Easily e tend processes with ows.
submit approval requests in a few eploy work ow once, across
simple steps. every device.
Flow Builder
With Flow Builder, anyone can build guided visual and-drop visual screen building based
experiences, declaratively. Flow Builder is a on familiar business process model
drag-and-drop tool for building and automating and notation-inspired shapes.
more complex business processes with more
functionality for a behind-the-scenes process than • isualize and build the entire ow
in rocess uilder. ou can create e ecti e guided in one place with drag-and-drop
experiences for processes requiring input from capabilities.
an employee or customer — such as whether a • se ightning Components in ow
customer’s credit card was lost or stolen. screens to display data or to collect
information.
Flow Builder allows you to display data to your 18
• Automatically look up, create, update,
users or collect information from them with screen
and delete Salesforce records, or
elements. It includes several out-of-the-box screen
create Chatter posts, submit records
elds such as te t bo es, radio buttons, and a le-
for approval, and send emails.
upload component. If you need more than what is
o ered, like custom na igation or data tables, you • Connect with external systems by
can build or install custom Components. calling Apex code, or publishing or
subscribing to Platform Events.
The building experience will be more familiar and • urface and e tend ows e erywhere
intuitive than ever with the introduction of new Flow across Lightning pages, portals, and
Builder. It lets you design guided visual experiences the Salesforce app
in one place, using a simpli ed tool palette and drag-
Einstein Prediction Builder
Einstein is arti cial intelligence for C M it learns automatically, so as your data changes,
from your customer data to deliver predictions and your predictions only get smarter.
recommendations, in context. Einstein automatically
discovers relevant insights, predicts future outcomes, With Einstein Prediction Builder, any
recommends best next steps, and automates tasks, admin can unleash the power of
without a deep roster of AI experts on your team. machine learning on their data:
With Einstein Prediction Builder, anyone can make • Sales analysts can use historical data
predictions about almost any eld in alesforce with to predict how likely a key account is
just a few clicks. Then you can use the predictions to churn.
to power a work ow, focus your e orts, and work • Restaurant owners can predict how
smarter. No models. No algorithms. And, best of all, likely a guest is to cancel or miss a
no code. Point. Click. Predict. reservation.
• Educators can gauge the likelihood
Einstein Prediction Builder uses the data in
of a student dropping out of a
your Salesforce standard and custom objects to
learning program.
automatically build, deploy, and continuously
refresh machine learning M models. nstead of • H sta can use hiring trends to
spending an immense amount of time and e ort proactively assess how likely a
creating a custom ML model from scratch or hiring candidate is to accept an o er.
a team of data scientists to sift through Salesforce
data, empower admins and analysts to develop Einstein Prediction Builder empowers
predictions based on their selected objects and these and many more use cases,
elds, and Einstein s auto M approach will do the unlocking AI insights for anyone who
rest. Best of all, the models refresh every month needs them.
Community Builder and Templates The Customer 360 Platform lets you
With Community Builder, quickly build engaging easily create branded communities to
and personalized digital experiences for all your connect your employees, customers,
customers, partners, and employees. Integrate all and partners to your key business
back-end data and content systems, build business processes and data. Communities are
processes, and deliver pixel-perfect experiences fast a powerful way to share information
— your content, data, and business processes. and collaborate with people outside
your company who are key to your
• Connect your external data and CMS content easily. business processes, such as customers
• Launch faster with prebuilt industry solutions or partners.
by Salesforce partners via Lightning Bolts
on AppExchange. FOR CUSTOMERS 20
• Integrate easily and incorporate data from Deliver world-class service by giving
legacy systems. your customers one place to get
answers.
• Empower Salesforce admins and developers
to build external experiences. FOR EMPLOYEES
Transform the workplace by
connecting employees to help them
Reimagine every customer touchpoint.
find the experts, information, and
From sales and service to your distribution channels apps they need.
and supplier network, each point along the customer
experience presents an opportunity to provide an FOR PARTNERS
Drive more sales by connecting
engaging experience. Connect to partners to sell
your distributors, resellers, and
more e ecti ely, agencies to work more efficiently, suppliers directly to business
and employees to drive productivity and innovation. processes and data.
AppExchange
Building apps is only one part of the Customer 360
Platform. You can also get ready-made apps from
AppExchange. With free apps to get you started,
or full-blown, enterprise-grade apps, as well as
customer re iews, you can easily nd solutions for

any department or industry.
And apps built 100% natively on the Platform share

an integrated, secure data and identity management
21
model so you don’t have to worry about integration
or security hassles.Plus, apps on AppExchange are all
connected to the Platform, so users only need one
login to manage. Each app goes through a rigorous
security review, so you know your company’s
information is secure and trusted inside of
Salesforce. Plus, apps are easy to customize, so you
can get the app you want, and leverage developer
tools to make it work even better for your business.
And if you build an app on the Platform, you can list

and sell it, too.
Customer Spotlight
How New England BioLabs Connected Freezers
with the Customer 360 Platform
“We built directly in ew England iolabs E provides enzyme 4. Once the transaction is synced to Salesforce,
Heroku and leveraged samples to genetic researchers. To provide better the Customer 360 Platform management
our Salesforce service, NEB put freezers full of products in labs app lets NEB employees view and track
objects in real around the world and built a connected app customer interactions. Force.com is
that sits on each freezer, interacts with scientists, bidirectionally integrated with NEB’s ERP
time. That made
collects product use and freezer data, and system, SAP, to manage inventory in real time
our development
manages inventory. Scientists log in and out, and and monitor revenue trends.
approach much, the data is synced with NEB’s corporate Salesforce 5. NEB executives see the data via the
much quicker, implementation to create a richer relationship with Salesforce Mobile App from anywhere, 22
cheaper, and easier.” customers. gathering insights from dashboards
Ruben Melo 1. On-site, scientists use the tablet UI and scanner

Senior Business Systems on the NEB freezer to authenticate themselves,
and Applications trigger the freezer to unlock, and record product
consumption.
2. The scientists’ purchase and interaction histories
are transferred via Ruby on Rails into Heroku. It
is then recorded and synced into Salesforce via
Heroku Connect.
3. Heroku connects with the New Relic add-on
to alert NEB of any app performance errors.
Scientists receive their receipt via Twilio SMS.
No-Code Mobile app DEVELOPMENT
Development EFFICIENCIES
A successful app-building strategy requires a systems. Every customer interaction, preference, and
platform that can connect your existing customer update made in a mobile app can be captured and
data for use in both employee and customer-facing made available to employees and employee mobile
apps. The Customer 360 Platform allows you to apps seamlessly. 5.8x
build app logic, design a user interface, deploy your more
COMPATIBILITY LOB-developed
apps, and manage an app through its lifecycle
Our mobile development platform works with features
on any device. Companies choose the Customer
your existing talent, tools, and technology. Business
360 Platform’s mobile capabilities for three
administrators can quickly learn to develop apps
important reasons:
using Trailhead, an innovative learning tool that 23
CONNECTIVITY teaches any employee to build apps fast using 29%

Our mobile development platform allows our only clicks. Developers can code apps in languages Higher app developer
customers to take advantage of their existing they already know, using any preferred tools from productivity
Salesforce data and connect to any back-end Xcode to Visual Studio, and with Salesforce DX,
systems. For mobile apps built to serve employees these same developers are empowered to build
and partners, this means that the app can interact custom Lightning Components for declarative
developers to easily work with and reuse. IT
with all relevant information and allow employees to
departments can connect Salesforce to any other
63%
perform any action using data from any source. For shorter IT application
mobile apps built to serve customers, this means system, or access Salesforce data from other development lifecycle
that customer data will not be siloed between systems using APIs and connectors.
IDC ROI study, September 2018

CAPABILITY
Mobile apps can be written in any framework
and deployed to any device. This functionality is
supported by the Customer 360 Platform, itself a
full mobile back-end as a service that makes app
development easy, with features including:
• Data management and storage

• Business processes
• ork ow capabilities
• Third-party integration
• Test, versioning, and release controls
• A rich identity and security model
• Validation rules
• Analytics
• Mobile SDK
These built-in features mean that you can focus

on creating your app without worrying about back-
end infrastructure.
THE BEST PLaTFOrM FOR
DEVELOPING MOBILE aPPS
Employee apps can remove major bottlenecks
across the company. For example, a mobile app
for quick approvals can help a sales organization
close deals faster. Or an app alerting key IT
personnel about system outages can drastically
reduce recovery time. Mobile apps can also provide

employees with the information they need at key
moments, such as in sales meetings or while at a
eld ser ice call.
25
Customer-facing apps improve the customer

experience by enabling customers to interact
with your company immediately, wherever they
are. Whether your customers want to make
new purchases, reorder, read up on product
speci cations, or re uest ser ice uickly, mobile
apps can reduce the time and e ort it takes to
connect with you. Even simple apps can usher in a
huge transformation within a business.
a Closer Look at the
Salesforce Mobile app
The Salesforce Mobile App is the ultimate business
app, designed to help you run your business from
your phone. It gives you the power of Salesforce,
anywhere. Now your teams can collaborate and take
action on the go.
And you can extend and customize the power of

Salesforce with the easy deployment of Salesforce-
ready mobile apps from AppExchange, and the
26
Customer 360 Platform’s easy-to-use customization
tools. Plus, any app you build on the Platform can
be instantly mobile with just a tap. It’s a perfect
example of how point-and-click development and
mobile services work together.
Take the Trail:

Transform Your Business with Mobile
Step 1 Mobile Publisher
Mobile Publisher expands on the Salesforce mobile
Upload capabilities, empowering you to build engaging
branded apps with your custom app name, icon,
and color. With Mobile Publisher, powered by the
Upload your
Salesforce Customer 360 Platform, you can take an
branded assets and employee app from idea all the way to the App Store
complete your app

without writing a line of code. Run your business
Ass
5
Ste
descriptions.
Step
from your phone with an app that’s branded your

Edit
p2
emb
Make updates Salesforce assembles
instantly available in and builds the beta
way and distributed via the App Store and Google
le
your app as needed version of your Play. Salesforce will continue to innovate and
in the future branded app.
automatically improve that mobile experience three 27
times a year.
Salesforce submits Review and test your Mobile Publisher for Community Cloud enables you
your app to the App app’s beta through
Store and Google Play TestFlight and Google to engage with your customers and partners through
Beta channel.
custom experiences, built on low code tools and pre-
Su built templates and then packaged and delivered as
bm w
vi e a standalone mobile app. You can quickly transform
St
it Re any community into a connected, beautiful, and
ep 3
p
4 Ste branded mobile app, downloadable in the App Store
and in Google Play. Updates to your Community
are automatically pushed to your mobile app, fully
maintained by Salesforce.
Tools for Platform Administration and Configuration
The Customer 360 Platform includes collections of tools to administer and
con gure any app you build, many of which are declarati e point-and-click tools
in the etup menu. Here, you ll nd any number of tools capable of helping you
customize, con gure, and support your apps.
There are three main categories in the Setup menu: Administration, Platform
Tools, and Settings:
ADMINISTRATION
The Administration category is where you manage your users and data. You can
do things like add users, change permissions, import and export data, and create
28
email templates.
PLATFORM TOOLS
You do most of your customization in Platform Tools. You can view and manage
your data model, create apps, modify the user interface, and deploy new features
to your users. If you decide to try your hand at programmatic development,
Platform Tools is where you manage your code as well.
SETTINGS
Finally, Settings is where you manage your company information and org security.
You can do things like add business hours, change your locale, and view your
org’s history.
Centralized IT Governance Access Management
Creating a framework that manages change over ne of the most difficult and time-consuming
time and that creates processes to resol e con icting problems for the IT department is the complexity
requirements is a challenge in any IT organization. of managing permissions across various aspects of
ll too often, this is made more difficult by the multiple apps.
complexity introduced by multiple siloed apps
and development islands. The Customer 360 The Platform helps control and manage the
Platform provides a convenient and complete set enterprise app environment across the hall, the
of functionality to create and manage a centralized, office, and the whole business, from anywhere in the
agile, cloud-based IT governance framework, world.
including:
29
Built-in role-based access allows for control over
• Control o er administrator pro les to ensure only where apps are deployed, and what data each user
authorized people are able to make changes can access at the object, eld, or record le el. ou
• Detailed visibility into user activity to understand can also create custom rules across roles and pro les
who is changing what, and when so you can share data when you want, with the user
• A rich sandbox environment to deploy and test you want.
changes before rolling into production
And even better, permission sets are reusable,
• A collaborative environment to publish policies
and promote their review and discussion so you can distribute access among logical groupings
of users, regardless of their primary
• ich user permission sets, user pro les, and
job function.
record types to pro ide speci c iews of data for
each type of user
• ork ow to recei e, re iew, and appro e change
requests from multiple parties
Chapter 3
Build Around Your CRM with Pro-Code
Tools for Professional Developers
Chapter 3 Build Around Your CRM with Pro-Code Tools for Professional Developers
“Our developers are Innovate faster with a modern

around 20% more software development experience
productive with the When we say the Customer 360 Platform makes building apps
Platform.” everyone’s business, we’re not leaving out developers. With the
Platform’s pro-code tools, developers can build collaboratively
Salesforce Platform and deliver continuously. Whether you’re an individual developer
Customer or building as part of a larger team, Salesforce DX provides
IDC ROI Study 2018 you with an integrated, end-to-end lifecycle designed for high
performance agile development on Salesforce. And with Heroku,
developers can build engaging customer facing apps tied to
Salesforce data leveraging the language of their choice while
meeting the highest requirements for compliance, security,
and scalability.
Lightning
Components
let you solve business
problems by delivering
lightning Components apps fast.
At the core of the Customer 360 Platform,

Lightning Components are the modular, self-
assemble apps and
contained, and reusable building blocks of pages with self-contained
apps. Lightning Components enable the new building blocks using HTML,
JavaScript, and CSS.
continuum of developers by bridging the gap
between business and IT. There is a broad set of
components available in the Platform, including a Build responsive
broad set of components published by Salesforce, components for any device
with drag-and-drop tools on an
custom components developed by customers, open, multitier framework.
and managed components developed by ISVs
31
and published to the Component Exchange on
AppExchange. Developers can focus on doing what Scale development by
they love — solving hard problems and having far sharing and reusingcomponents
to build apps faster.
less repetitive work. Business analysts can now be
directly involved in the development process, give
fast feedback, and assemble apps that are a better
Build better-performing
t for the purpose. apps with reduced server trips
via client-side caching and
shared transport layer.
Now you can design apps to work uniquely on
your phone, tablet, laptop, and desktop — all from
one place, and all while maintaining the e ibility The out-of-the-box UI
components set kick-starts
to extend your apps with custom-coded Lightning your app building, plus
Components for the best of both worlds. developers can build custom
components.
The Lightning Design
System on the Customer
360 Platform
Adoption becomes addictive with the Lightning
Design System. It makes it easy for everyone, at every
level, to use the latest enterprise UX best practices,
giving every app the Lightning look and feel.
• Save development time and easily create modern,

consistent apps with a collection of design patterns,
components, and enterprise UX best practices.
• e elop apps that are seamlessly uni ed with the
Salesforce user experience.
• Keep an updated look across Salesforce releases by
simply updating design tokens to roll out the new
styles without manually updating code.
The Customer 360 Platform and Lightning Design

System provide a way for IT to meet business
demands faster and become a true partner in
driving business forward, creating an environment
that helps IT manage app development at the pace
of business.
Explore the Lightning Design System online at

lightningdesignsystem.com.
Salesforce DX
Develop continuously with a modern software development experience for all

developers.
Salesforce DX brings modern software delivery and development practices to

the Salesforce Platform. Whether you’re an individual developer, using clicks or
code, or working as part of a large team, Salesforce DX provides you with a suite
of integrated, end-to-end lifecycle experiences designed for high-performance
agile de elopment. nd best of all, alesforce is built to be open and e ible
so you can build faster with tools and practices you know and love.
TEAM COLLABORATION OPEN AND PRESCRIPTIVE

Incresed dev productivity, whether Build with the tools and processes
you use clicks or code, and faster you know and love; bring together
time to market. Lightning and Heroku.
AUTOMATED DELIVERY BUILT FOR ENTERPRISE

Higher quality code, more Develop apps faster with greater
automation and support for testing agility, integration, release
with continuous integration and management and support for
delivery, catch bugs early source-driven development.
Developers and admins can now choose how they want to build on the
Customer 360 Platform. From low-code declarative tools to modern software
processes, the choice is yours.
Take the Trail: Get Started with Salesforce DX

aPPLICaTION
LIFECYCLE
MaNaGEMENT
For all developers, whether you CLI for Integration with
Change sets
Third Party Editors
click or code.
Application lifecycle management

PLAN
IDEs,
M is the process of managing
Text Editors,
Packaging
an app’s development, from design Launguage
Services
to nal release, and establishing a
RELEASE CODE
framework for managing changes. 34
IT leaders are challenged to deliver PILOT
VCS to guide change Development
fast and not break things. With proper Test Environments management Environments:
ALM best practices they can reduce Partial and Full Scratch Orgs and
Sandboxes for Dev Sandboxes
operational risk, increase developer UAT, staging Lightning Dev
efficiency, and securely go ern pri ate TEST BUILD Pro Sandboxes
data and information.
Continuous Delivery/ Continuous integration with

Build Automation test automation
Salesforce Environments
Accelerate app dev with Salesforce Environments — the trusted path to

platform customization.
Give developers — and citizen developers — the freedom to build and test new
applications and org customizations in safe, isolated development environments.
With Salesforce sandboxes and scratch orgs, IT teams have the agility they need
to respond to business requests and deliver innovation to the business faster:
DELIVER INNOVATION
With streamlined application lifecycle management (ALM) processes and policies,
IT can deliver faster and create happier users with better application quality, fewer
disruptions, and training.
BUILD WITH TRUST

By following ALM and governance best practices, teams of all kinds can securely work
together without impacting their production org.
INCREASE PRODUCTIVITY
Anyone in your org — admins, developers, business analysts — can test new workflows,
customizations, or apps prior to deployment. Training teams can leverage a Sandbox
environment to bring new users up to speed quickly, without any risk to live data.
Salesforce environments
are perfect for:
Parallel development
Allow multiple teams to code, build,
Develop Apps Fast and test in their own environment,
Build apps fast by leveraging agile methodologies in a cloud-based environment. unblocking business requirements,
reducing code collisions, and

Developers spend less time working around constraints, and more time eliminating productivity losses.
seamlessly handing o tests, new features, and con gurations. Data and app integration
Make your apps even more robust
Two Types of Environments by testing back-end integrations or
AppExchange apps against a sample
Environments are created independently of your production environment. dataset.
Org customization and

SANDBOXES SCRATCH ORGS app development
Build features, modify objects, and
Sandboxes are true mirrors of Scratch orgs are source-driven, attributes — all with the ability to roll
production. Your metadata and C -accessible, fully con gurable, back the change if it fails a test or
needs additional modi cations.
customer data are securely available and disposable environments that 36
without any additional setup or can be used for development and Migration or new product
testing
management. automated testing. Set up your CPQ data rules or switch
on the Lightning interface — all in a
safe environment.
Training
Onboard new employees with
training data or provide new product
feature training.
Product support
Increase CSAT by providing support
teams with a testing environment
so they can quickly respond to
urgent issues.
Heroku
Heroku gi es businesses the e ibility and control

to rapidly create, deploy, monitor, and scale
innovative apps with industry-leading security and
trust. Enterprise app development teams leverage
powerful features — such as smart containers,
instant scalability, and the leading Heroku developer
experience with support for continuous delivery
and collaborative development — to deliver the
next amazing app for your customers, partners,
and employees. Heroku o ers a catalog of o er
37
150 pre-integrated add-ons, including external data
stores, monitoring, logging, caching, messaging
and ueuing, alerts and noti cations, and other
advanced capabilities, as well as a fully managed
set of data services hosted by Salesforce and
optimized for app developers. Build apps in the
programming language of your choice — including
Ruby, Node.js, Python, Java, and more — then deploy
your app in seconds.
Heroku highlights:
Support for Modern Open-Source

Collaboration and Control Languages
Run multiple languages, like Node, Ruby,
Java, Clojure, Scala, Go, Python, and PHP, all

Improving Developer Collaboration and Productivity from the same platform.
Heroku helps enterprise development teams iterate quickly, collaborate
Trusted App Operations
effectively, and automate the development process. Bring distributed and Heroku’s global operations and security team
is on duty 24/7/365, freeing development
heterogeneous development teams into shared app workspaces, so you can teams to focus on creating more compelling
build more engaging apps together. Seamlessly integrated permissions sets user experiences.
give users the access privileges they need without slowing productivity. Heroku Smart Containers, Elastic
Runtime
Flow brings together Heroku Pipelines, Review Apps, Heroku CI, and GitHub
Your apps run in dynos — smart containers
integrations into an easy-to-use structured workflow for continuous delivery. You that are part of an elastic runtime platform
that provides orchestration, load balancing,
can leverage GitHub Sync for automated deployment of pull requests to staging, security, logging, and more.
creating a disposable review app that allows team members to easily test out
Built for Continuous 38
code changes before pushing to production. Integration and Delivery
Deploy from Git, GitHub, or Docker, or
using an API. Plug into the most popular
Accountability with Agility CI systems and servers for consistent and
automated app delivery.
When you ask customers to entrust you with their personal or business
information, you (and they) will want to know who has access to that data and Simple Horizontal and Vertical
Scalability
who can deploy code that touches it. Heroku uses privileges that let you separate Heroku runs some of the most demanding
areas of responsibility so that access is only granted to those who need it. and highest-traffic apps in the world. Easily
scale apps in a single click with no downtime.
Manage and administer your organization’s development processes, resources,
Leading Platform Tools
and users from a unified dashboard. And with single sign-on, you can use your and Services Ecosystem
identity provider of choice to manage developer access and authorization. Compose apps with add-ons, customize
language stacks with buildpacks, and
jumpstart projects with buttons, all from
Take the Trail: Develop Apps with Heroku the Heroku Elements Marketplace.
Heroku Elements
Marketplace
Plug-and-Play Developer Components

The Heroku Elements Marketplace is a curated
collection of over 150 add-ons that can be easily
integrated into your Heroku app. With add-ons,
there’s no need to tame the wilderness of unvalidated
components o the internet or rein ent the wheel
and write code from scratch for every part of every
app. Add-ons are fully managed services, integrated
for consumption within Heroku. Example add-ons
include services for databases, logging, caching,
monitoring, persistence, email services, and more.
Learn more at addons.heroku.com.

Seamless and Secure Data
Management for Scale
Heroku Connect Heroku Postgres

Heroku Connect unlocks the scale, elasticity, and We’ve taken Heroku’s operational expertise of
open development environment of Heroku as scaling applications and applied it to PostgreSQL,
a complement to your entire suite of Salesforce one of the world’s most popular relational database
apps. Using bi-directional synchronization between management systems. Heroku Postgres helps
Salesforce and Heroku Postgres, Heroku Connect you maximize your data instead of spending time
uni es your app data with the contacts, accounts, on database setup and maintenance. Heroku’s
and other custom objects in the Salesforce integration of managed data services alongside our
database. With Heroku Connect, your productivity application runtime provides a seamless approach
40
apps built on the Customer 360 Platform can to building applications with a solid data layer built in
leverage services built on Heroku to deliver — all while having complete control of how you want
elasticity, data consolidation, and complex custom to build your applications on the Heroku platform.
app architectures. ll of this is easily con gured Whether it’s features like continuous protection or
with a point-and-click UI that’s simple to get up seamlessly applying the latest security patch, you
and running in minutes — no coding or complex can rest easy as your database is being protected by
con guration re uired. our behind-the-scenes e orts.
Heroku Redis
We’ve enhanced Redis, the world’s most popular
key-value data store, with a robust developer

experience to make building data-driven apps even
easier. Heroku Redis lets you gain greater visibility
into performance, better manage your instances
with a powerful CLI, and easily federate data with
Postgres to gain business insights using familiar SQL
tools. Let our experts run your Redis instance so you
can focus on what matters — your app.
Apache Kafka on Heroku

Apache Kafka runs on Heroku. Kafka provides the
messaging backbone for building a new generation
of distributed applications capable of handling
billions of events and millions of transactions. Now
you can consume Kafka as a service with Heroku’s
world-class orchestration and thoughtfully tuned
con gurations that keep afka fast and robust.
The easy-to-use CLI and web tooling make Kafka
simple to pro ision, con gure, and operate.
Seamless integrations let you run producers and
consumers as Heroku apps for simple vertical
and horizontal scalability.
Heroku Private Spaces
Heroku Private Spaces combines the powerful

elasticity of Heroku’s compute and data services
with the privacy and control of your own private
network. Leveraging virtual networking and software
controls, Private Spaces allows you to run your
apps in an isolated network and in a designated
geographic region of your choosing, which can be
entirely private or connected via managed access
controls to your on-premises environment or other
cloud services. 42
This powerful mix of a multitenant “control plane”

with private runtimes and enterprise-grade secure
networks, abstracted to the app layer so you do
not need to manage discrete networking
con gurations at the infrastructure layer, is what
makes the Heroku Private Spaces architecture
unique. At the same time, Private Spaces preserves
the existing Heroku development and deployment
experience of the Heroku platform, leveraging the
Heroku Button, git push deployments, review apps,
pipelines, seamless scaling, self- healing, and the
Heroku Elements Marketplace — all of which are
included with Private Spaces.
Heroku Shield
Heroku hield is a set of Heroku platform ser ices that o ers Shield Postgres
additional security features needed for building high-compliance Shield Postgres databases guarantee encryption of all your data
applications. Use Heroku Shield to build HIPAA or PCI-compliant by blocking all attempt-connection attempts to the database
apps for regulated industries, such as healthcare, life sciences, using an unencrypted protocol. As part of continuous protection,
or nancial ser ices. Heroku hield simpli es the comple ity Postgres encrypts all data transmitted to backup databases even
associated with regulatory compliance, so you can enjoy the while at rest. Shield Private Postgres databases are monitored by
same great developer experience when building, deploying, additional intrusion detection and host scanning mechanisms
and managing your high-compliance apps. to ensure complete protection.
Shield Private Spaces Shield Connect

43
Shield Private Spaces enables you to build amazing apps for high- Heroku Shield Connect is the newest addition to Heroku
compliance industries like healthcare and life sciences that require Shield’s set of services. Using Heroku Connect’s bi-directional
a business associate agreement . pin up a H -compliant synchronization between Salesforce and Shield Postgres,
environment in minutes and start deploying your applications with you can share sensitive PII data or PHI data in a
all the ease of the Heroku developer experience. high-compliance environment.
Shield Dynos
Shield Dynos provide an added layer of security to Heroku Dynos —
isolated, virtualized Linux containers that are designed to execute
code based on a user-speci ed command. ith hield ynos,
we include an encrypted ephemeral le system that restricts
termination from using TLS 1.0, which is considered a vulnerability.
Build Innovative,
Engaging apps
Heroku is powering the app revolution by giving

developers the ability to create stunning and engaging
apps using the language that is best for the job. And it
is all connected to Salesforce.
Toyota Motor Europe CAR CONFIGURATION APP

Build the perfect Toyota before you even visit the
dealership. ith the car con guration app, customers
can select the perfect model and customize it to their
heart’s content. Because Toyota Motor Europe built its
app with Heroku on the Customer 360 Platform, it’s
ready for visitors on any device: mobile phones, tablets,
or desktops.
“We rely on Heroku for 40+ mission critical

apps, and it is helping us transform how we
connect and engage with our customers.”
Pierre Masai
CIO
Toyota Motor Europe
Macy’s
RETAIL E-COMMERCE APP
Macy’s runs its mission critical app portfolio on

Heroku, including its top retail e-commerce app.
Macy s customers can shop by category, nd deals
and promotions, and have a genuine Macy’s buying
experience from their smartphones or other digital
devices. They can also add to wedding and other
registries, or nd someone else s registry from which
to make a purchase.
45
Chapter 4
Integrate Everything
“By integrating our Customers expect a seamless experience, regardless of channel or
SAP data with the touchpoint. That’s where Salesforce comes in. Salesforce provides
Customer 360 a variety of integration services that make it easy to surface data
Platform, we are from anywhere, giving you a single view of your customers.
able to easily
The Customer 360 Platform gives you the ability to easily build
create Salesforce
apps that add an agility layer to in e ible legacy systems, o
Chapter 4 Integrate Everything
applications that data, and apps across any channel. The Platform uses open APIs
implement work ow based on industry standards like REST and SOAP to make it easy
processes that were to integrate Salesforce with external endpoints. The Platform also
previously very labor- o ers the ability to integrate data through data irtualization,
intensive to build event-driven architecture, pre-built connectors, and bi-directional
and maintain.” sync with Heroku data through Heroku Connect. In addition, with
MuleSoft Anypoint Platform, Salesforce’s integration capabilities
Jennifer McClinton are enhanced signi cantly to let you build application networks
Director of Technology that connect all your enterprise apps, data and devices across any
cloud and on-premises system.
Development
Brown-Forman
MuleSoft anypoint Platform
The MuleSoft Anypoint Platform is a market-
leading application network platform that enables
organizations to easily connect apps, data, and
devices across clouds.
Anypoint Platform combines the power of the highly

scalable Mule runtime engine with specialized tools
for rapid development and lifecycle management of

APIs, integrations, and composite applications — all
in a single integrated enterprise solution. Thanks to
hundreds of prebuilt connectors and SDK, users can
rapidly connect any system — SaaS or on-premises
— implementing with an API-led approach that
drastically accelerates development cycles through
reuse and self-service.
Anypoint Platform can be used to implement any

integration pattern and can be e ibly deployed
on-premises, in the cloud, or consumed as iPaaS.
The platform provides comprehensive visibility and
control, letting you monitor, secure, and govern
all aspects of Anypoint Platform, including APIs,
integrations, traffic, s, and more.
Heroku Connect
Heroku is an application development platform
that gi es de elopers the e ibility and control to
rapidly create, deploy, monitor, and scale apps using
preferred languages and tools, while maintaining the
enterprise trust and control you need. In the area of
integration, many customers use the combination
of Heroku Connect and Heroku Postgres to actively
manage data integration between Salesforce apps

and custom apps written on Heroku, or apps hosted
on other platforms. Heroku Connect brings bi-
48
directional synchronization between Salesforce and
Heroku Postgres, helping to unify your app data with
the contacts, accounts, and other custom objects in
the Salesforce database.
BI-DIRECTIONAL SYNC
contact contact
HEROKU
account CONNECT account
case case
salesforce postgressql
With Salesforce Connect, you can
change the way you
think about integration,
transforming it from a burden
into an opportunity.
Salesforce Connect
Salesforce Connect allows you to tightly integrate external data sources into
your apps, giving your employees and customers seamless access to data from Tightly connect
across your organization, from any device. Admins can use point-and-click any
tools to connect to any s using the pen ata rotocol ata in minutes. API-accessible data
Developers can write simple Apex adapters to connect to data from any web source to Salesforce
service API. You can even seamlessly connect data between your Salesforce
instances, without writing any code.
Integrate
External data sources are connected to Salesforce in the form of external

in hours
with more point-and-click
objects, which store metadata about external data sources within Salesforce. tools and less code
49
Admins and developers can build data from external objects right into their
apps, but the data is only ever referenced in real time, and never copied
to Salesforce.
Read/write
external data
With Salesforce Connect, you can change the way you think about integration, in real time,
without copying data
transforming it from a burden into an opportunity.
to Salesforce
Connect
multiple
Salesforce instances across
your enterprise
Platform Events
Platform Events allows you to build seamless business processes
As businesses scale, they often incur technical debt in the form
across Salesforce and external systems:
of legacy connections between key systems. These point-to-point
integrations can often be costly to build and maintain, and require
• Publish events from Salesforce through Apex and Flows, or from
developers to spend a substantial amount of time just keeping the
any system via Salesforce APIs.
lights on.
• Subscribe to events declaratively in Salesforce, and through
latform E ents allows businesses to ip the script on this problem well-de ned protocols in other systems and apps.
by moving away from point-to-point integrations and toward an • Messages are durable, and can be replayed within a 24-hour
event-driven architecture, where systems are decoupled from an window pick up where er you left o .
e ent bus that messages ow in and out of, resulting in a scalable
• Take on high-volume use cases like IoT on an infrastructure 50
publish/subscribe system for integrations.
that can handle millions of events per day.
Easily de ne latform E ents within alesforce, pro iding a • Capture change data events in Salesforce and replicate them
common framework for data exchange across your systems. Add to other data stores.
elds to enrich the payload, ensuring that any system can react
appropriately once a message is consumed. Easily subscribe new Through Platform Events, businesses can run faster on an event-
applications and systems to your event channels to expand the driven architecture that scales as you grow.
reach of your business process. With Platform Events, a closed
deal in Salesforce can trigger downstream events in your key
systems process payments, ful ll orders, and restock in entory,
all without needing to worry about legacy dependencies.
User Interface Integration Business Logic Integration
uni ed and integrated user e perience is critical to meeting Today’s connected world requires companies to build end-
the expectations of customers, partners, and employees, even to- end solutions that integrate multiple back-end systems and
across multiple web apps. With Salesforce Canvas technology, applications. alesforce o ers a rich library of programmatic and
any external web app can be surfaced inside any Salesforce web declarative integration tools that let you implement business logic
app or the Salesforce Mobile App to provide a seamless user that spans multiple application systems.
experience to end users. No more rip and replace. It’s all about
reuse and integrate with Canvas. pe o ers se eral programmatic options for integrating business
logic with external systems and apps. Apex Web Services allows
Can as o ers se eral features that allow a deep integration any third-party app to consume custom business logic written in
between Salesforce and external web apps, including: Apex via standard REST and SOAP interfaces. Apex callouts enable
51
outbound integration scenarios where Salesforce can consume or
LANGUAGE INDEPENDENCE orchestrate business logic written in an external application. Apex
The external web app can be developed in any language or
Email Services allows customers to integrate Salesforce with other
platform (for example, Java, .NET, Ruby, and so on).
applications using traditional email protocols.
JAVASCRIPT SDK
The Canvas SDK provides open-source, lightweight, and easy- ur powerful work ow engine also o ers an outbound messaging
to-use JavaScript libraries to authenticate and communicate
feature that allows customers to develop end-to- end business
with Salesforce.
processes that span multiple apps, all using a point-and-click interface.
APP REGISTRATION AND MANAGEMENT
Customers can install Canvas apps with a single click, while
administrators can manage access and security controls for
the app at a granular user or role level.
Chapter 5
Make Salesforce More Powerful
with Enterprise Services
“If you build Customer 360 platform services
Chapter 5 Make Salesforce More Powerful with Enterprise Services
functionality on top of for easier development

a common platform, Traditionally, setting up the underlying runtime services for
suddenly you see a your apps can be a time-consuming endeavor, not to mention
much better impact — maintaining those services through upgrades and expanding
much greater leverage. app requirements.
The platform approach
is really the way to go.” But with the Customer 360 Platform, all app services come
right out of the bo , from a powerful work ow engine to
Jeroen Tas services, integration services, authentication, event log framework,
analytics, collaboration services, and all of the other powerful
CEO, Informatics
services behind Salesforce’s award-winning apps trusted by
Solutions
hundreds of thousands of companies.
Philips Healthcare
Now you can use all of those services in any app you create,
and use Salesforce’s robust and easy-to-use rapid-development
tools to create apps to fuel every part of your business faster
than ever before.
Einstein analytics
Your organization is sitting on massive amounts of
data, but what good is it if you can’t analyze and
learn from it? Einstein Analytics pulls all of your data

into a single view and allows you to drill down, gain
relevant insights, and take action right from where
you work. e ible allows business stakeholders
to create personalized reports and dashboards by
department, role, and individual with the simplicity
of drag-and-drop tools.
ou can literally just drag and drop the elds, lters,

groupings, and charts that you want and get an
immediate real-time view with instant drill down to
operational data. Then you can share these insights
via social feeds and across mobile devices.
And since the data is all stored on the Customer

360 Platform’s cloud database using a multi-tenant
infrastructure, it’s accessible with the security you
can trust, on any device, anywhere in the world,
on demand.
Einstein Platform: Vision
and Language
Einstein Vision
Einstein Vision lets businesses leverage the
transformative power of AI and deep llearning
to develop smart apps. It empowers developers
of all skill levels to leverage the power of image
recognition to build AI-enabled apps, fast. With
Einstein Vision you can iterate quickly to build the
most accurate models without the complexity
of managing and maintaining them. All of the
54
infrastructure and work ows needed to run and
scale your models are managed for you, so you
can build smart applications via simple input,
simple output.
Einstein Language
With Einstein Language, dramatic technical
ad ancements in the eld of natural language
processing and deep learning become simple

APIs that any business can leverage to take action on
large sets of unstructured text data.
You can use the Einstein Language APIs to build

NLP into your apps and unlock powerful insights
within text. Utilize both pre-trained and customizable
models to classify and categorize the contents of 55
emails, service engagements, customer inquiries,
and much more. Einstein Language contains two
NLP services: Einstein Intent and Einstein Sentiment.
Salesforce Identity Salesforce Identity enables you to:
Maintaining a single, trusted identity
CREATE ONE TRUSTED IDENTITY FOR ALL YOUR APPS.
across a company isn’t always easy.
Enable your employees, partners, and customers to log in once

Identity and access management with a trusted secure login, and gain seamless permissions-based
practices are often a patchwork of access to your company’s apps. Salesforce Identity is the industry’s
incomplete solutions and result in most flexible identity provider with support for extensible schema,
declarative validation rules, batch processing, triggers, workflow,
redundant logins, management
and more.
complexity, and end-user frustration.
TRANSFORM CRM CONTACTS INTO DIGITAL IDENTITIES.
Salesforce Identity is an identity and Transform your CRM contacts into real digital identities that can self-
access management M ser ice register, log in, and update their profiles. Salesforce Identity enables 56
companies to create deeper, more meaningful relationships with
that enables you to manage and
their customers by connecting them to apps and products, across
extend identity across your company’s any channel, customized to their brand and business.
entire library of apps. This gives your
employees and partners instant access CENTRALLY AND CONFIDENTLY MANAGE YOUR
USERS’ IDENTITIES.
to the apps they need from one
Equip your IT team with the tools it needs to manage identities for
trusted login. And for your customers, your organization. Use a graphic workflow builder to orchestrate
it helps you create a 360-degree a wide variety of identity automation and provisioning processes.
customer pro le that enables more Then leverage deep reporting and analytics capabilities that allow
meaningful relationships, better user administrators to design reports and dashboards to gain oversight.
experience, and increased security, all
customized to your business.
Eliminate friction, while maintaining trust.
Reduce sign-up friction by leveraging users’
existing identities, including their social identities.
hen le erage their mobile de ices to con rm
their identity through two-factor authentication.
Salesforce Identity can intelligently detect
potential abuse and require additional layers of
validation, while suppressing needless validation
during normal use.
standalone screen needed Integrate your external apps and systems.

has phone o erlaid on top Leverage all of your company’s resources by 57
and not in newer bezel enabling your users to mo e e ortlessly between
apps, services, and devices. Extend identity across
multiple systems using industry-standard federation
protocols, including SAML, OpenID Connect, OAuth,
SCIM, WS-Federation, or on-premises Microsoft
cti e irectory .
Big Objects turns massive amounts
of Salesforce data into
a competitive advantage,
enabling many key use cases:
Big Objects
Data is everywhere, and businesses are constantly looking to leverage as much of 360-degree view of the
their data as possible, as intelligently as possible, to deliver meaningful customer customer
Extend your Salesforce data model
experiences. To be effective, businesses need a way to store and query against to include detailed information
massive datasets. from loyalty programs,
e-commerce transactions, billing
and provisioning, and more.
Salesforce allows businesses to take on big data initiatives through Big Objects.
auditing and tracking
This easy-to-configure data store is native to Salesforce and provides highly
Track and maintain a long-term
scalable storage for billions of records without impacting regular data storage. view of your users’ usage of
Big Objects captures data for use within the Platform and is accessible via Salesforce or your customers’
usage of your products for analysis
a standard set of APIs to clients and external systems. Big Objects has been or compliance purposes. 58
built to provide consistent performance whether there are one million or
Historical archive
one billion records. Maintain access to historical
data for analysis or compliance
purposes while optimizing
Learn more with the Big Objects Basics the performance of your core
Module on Trailhead. CRM or Customer 360
Platform applications.
Focused analytics
Write Async SOQL queries to carve
out working datasets from Big
Objects, then store that dataset in
a custom object and run reports
against it, or directly connect Big
Objects to Einstein Analytics.
Metadata-Driven Customer 360
architecture Platform at
a glance
The Customer 360 Platform’s unique architecture In fact, you get three automatic upgrades every
pro ides you with all of the bene ts of a year without the hassle of data migration — and
multitenancy model with a unique metadata-based your apps and customizations never break, whether
approach to de ning apps. they are custom apps or apps you’ve installed
from our ppE change marketplace. his e ecti ely 3x
The Salesforce multitenant model provides clear future-proofs the app foundation that IT builds upgrades
boundaries between the platform and the apps on and with, and saves large amounts of money per year
that run on it, eliminating the complexity and risk and resources.
of an entire hardware and software stack that is
59
maintained and managed for each app deployment. Everything — from the app server to the
database, messaging, testing, version 120 million
nd apps are de ned not just by code, but with dependency, security patches, code tests per upgrade
collections of metadata. Although apps have their frameworks, and more — is taken care
own data objects, forms, layouts, and integrations, of automatically.
all customizations — schema, code, and app — are
speci ed as metadata that decouples them from the
one
runtime environment and services of the platform. common view
Upgrades on everything from app servers to UI of data
frameworks can be deployed seamlessly.
Chapter 6
Security and Governance
A Secure and Trusted Platform
he Customer latform is built around a robust and e ible security
architecture trusted by companies around the world, including those in the
most hea ily regulated industries from nancial ser ices to healthcare to
go ernment. ts uni ue multitenant architecture pro ides you with a ne degree
of security control over everything from user and client authentication, to
Chapter 6 Security and Governance
administrative permissions, to the data access and sharing model.
ORGANIZATION SECURITY USER SECURITY

Salesforce protects your User authentication — both delegated
organization’s data from all other and via the Security Assertion Markup
customer organizations by using Language (SAML) — combined with
a unique identifier that restricts network-level security by IP address,
access at every level to your data session restrictions, and audit trails
from anyone (including Salesforce provides control and visibility into
Support) outside of your company. what users are doing in the system
and their field history.
PROGRAMMATIC SECURITY TRUST AND VISIBILITY

Configurable, authenticated sessions Trust starts with transparency.
secure access to logic, data, and That’s why Salesforce displays
metadata. Salesforce even offers a real-time information on system
source code scanner that produces performance and security, and
a report analyzing the security of offers tips on best security practices
your code. for your organization.
Salesforce Shield
Companies across industries are bringing more types
of data into Salesforce than ever before. As more
sensitive data moves to the cloud, the security and
compliance requirements that CIOs and CISOs must
address become more complex. Salesforce Shield
is a premium set of security services that provides
an additional level of visibility and protection for

sensitive data.
EVENT MONITORING
Get complete visibility into your Salesforce apps.
FIELD AUDIT TRAIL

Retain data history for compliance and greater
operational insights.
PLATFORM ENCRYPTION
Strengthen data privacy and confidentiality.
Customers can see who is doing what,

know the state and value of their data
going back as far as 10 years, and encrypt
sensitive data at rest — all using powerful
point-and-click tools.
Event Monitoring
As the adoption of business apps grows, so do PREVENT DATA MISUSE WITH
security requirements. Event Monitoring gives you REAL-TIME POLICIES
greater visibility into user actions to help you better Event Monitoring gives customers
support your apps, audit your users, and optimize the ability to act on usage behavior
business processes. in real time. With Transaction Security,
a e ible, customizable security
DRIVE MORE-INFORMED DECISIONS WITH DATA engine, IT has the power to identify
Event Monitoring, part of Salesforce Shield, gives you and prevent malicious user actions
access to detailed performance, security, and usage with automated policies. The response
data on all your Salesforce apps. This allows you to these actions changes dynamically
62
to monitor critical business data, understand user based on context such as device,
adoption across your apps, as well as troubleshoot pro le, and location deli ering a
and optimize custom application performance. great user experience and reducing risks.
er di erent types of e ents are deli ered as
e ent log les ia the latform s and E With Event Monitoring enabled,
APIs. Easily integrate event data with your own developers and admins can create
back-end storage and data marts or import it into an unlimited number of dynamic
a visualization app. Correlate data from multiple Transaction Security policies with code,
organizations across disparate systems and use or select from a set of standard policies
Einstein Analytics or any other analytics platform to via the Salesforce Setup interface.
get insights that help you increase user adoption,
optimize business processes, and secure valuable
organizational data.
Field audit Trail
Tracking the massive quantity of data companies and-click tools. ield udit rail tracks eld history
generate is an essential part of IT governance for up to elds per object and retains eld history
strategy. But maintaining a data audit trail can be for up to years. alesforce allows you to de ne a
complex and resource-intensive. Field Audit Trail unique data retention policy on a per-object basis
from Salesforce automates much of this process by and deploy it via the metadata API. By setting an
giving you a forensic data-level audit trail with up to object data retention policy for each object, you can
10 years of history. Now you can ensure the integrity specify the number of months you want data stored
of your data, and derive insights into how your data in your production environment and how long you
and your company have evolved. With nearline want that data archived before it’s automatically
storage for high-volume data, your business can deleted. Field Audit Trail policies can also be
63
easily meet compliance and security guidelines. deployed into sandbox instances and migrated
directly to production orgs via Salesforce’s Change
QUICK ACCESS AT MASSIVE SCALE Set migration capability.
Field Audit Trail is designed for anyone who can
bene t from the ability to go back and audit data, Field Audit Trail is built on a big data back end to
including customers in regulated industries such enable massive scalability. Data is consolidated for
as nancial ser ices, healthcare, life sciences, easier accessibility, reporting, and performance,
medical devices, managed research, and customer and can be easily queried via SOQL or Bulk API.
service organizations. Salesforce provides a consistent query performance
of 120 seconds regardless of the size of the data.
ow you can de ne rules for how your data is stored
in production and archive environments with point-
Platform Encryption
More importantly, As companies store more sensitive information AppExchange that can also include and respect data
Platform Encryption in the cloud, such as personally identifiable that you choose to encrypt in your org. Platform
uses metadata to information (PII), they need to ensure the privacy Encryption is built natively into the platform and can
keep information and confidentiality of that data in order to meet be set up in just a few minutes.
in these files and both external and internal compliance requirements.
fields secure while Platform Encryption allows you to natively encrypt Use Cases
preserving the ability proprietary and sensitive data at rest with a button FINANCIAL SERVICES
to perform common click while preserving key business functionality. Encrypt customers’ personally identifiable
business tasks. With Platform Encryption, customers control information (PII), credit card details, health history,
wealth information, and more.
the lifecycle of their encryption keys through the
64
Salesforce setup menu or via API-based methods. HEALTHCARE
Encrypt protected health information (PHI) such
Designed for regulated industries such as financial as health history and treatment records, and
personal information like ID numbers, social security
services, healthcare, government, and life sciences,
numbers, and more.
Platform Encryption encrypts sensitive data when
it’s stored at rest, supports customer-controlled COMPANIES IN ALL INDUSTRIES
Encrypt sensitive VIP client information, intellectual
encryption key lifecycles, and preserves app and
property, trade secrets, product and service roadmap
platform functionality. details, and more.
Platform Encryption is surrounded by a robust

partner ecosystem of apps available on
Conclusion
Getting Started with the Customer 360 Platform
ow that you e seen all the Customer latform has to o er, why not gi e
it a try? Get your hands on the Platform with our free trial that lets you:
Now building apps is
everyone’s business.
ACCESS LEARN UNLEASH THE POWER

our drag-and-drop the basics of of Lightning to bring
App Builder. customizing Salesforce. app ideas to life, faster.
65
Start building apps today.
GET YOUR FREE TRIAL

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No-Code Builders, Pro-Code Tools, and Enterprise

Services for Application Development

Benefits of the Customer 360 Platform................................................................................... 10 Application Lifecycle Management ......................................................................................... 34

Salesforce Identity .................................................................................................................... 57

CHAPTER 6: SECURITY AND GOVERNANCE.............................................................. 61

CONCLUSION: GETTING STARTED WITH THE LIGHTNING PLATFORM ....................... 66

Auditing Monitoring Encryption Storage Logging Backup

Shared Metadata Federated Identity Global Network Fabric

Using prebuilt components and add-ons, you can

With the Platform, it’s easy to build apps for employees,

The Platform easily connects your customers’ interactions — as

Connecting external data sources to Salesforce is fast and easy.

IDC ROI study, September 2018

a Complete Portfolio for Every app

One platform for your customers, partners,

app Builder Heroku

The secret to winning: welcoming the next generation of

components to deliver modern user experiences on

• Build custom mobile apps with responsive design

In addition, you can easily create and modify

From daily activities — such as sending follow-up email reminders, submitting

• Easily automate simple business • Visualize the entire process in one

customer re iews, you can easily nd solutions for

And apps built 100% natively on the Platform share

And if you build an app on the Platform, you can list

Ruben Melo 1. On-site, scientists use the tablet UI and scanner

CONNECTIVITY teaches any employee to build apps fast using 29%

IDC ROI study, September 2018

• Data management and storage

These built-in features mean that you can focus

reduce recovery time. Mobile apps can also provide

Customer-facing apps improve the customer

And you can extend and customize the power of

Take the Trail:

complete your app

from your phone with an app that’s branded your

Tools, and Settings:

“Our developers are Innovate faster with a modern

At the core of the Customer 360 Platform,

• Save development time and easily create modern,

The Customer 360 Platform and Lightning Design

Explore the Lightning Design System online at

Develop continuously with a modern software development experience for all

Salesforce DX brings modern software delivery and development practices to

TEAM COLLABORATION OPEN AND PRESCRIPTIVE

AUTOMATED DELIVERY BUILT FOR ENTERPRISE

Take the Trail: Get Started with Salesforce DX

Application lifecycle management

Continuous Delivery/ Continuous integration with

Accelerate app dev with Salesforce Environments — the trusted path to

BUILD WITH TRUST

reducing code collisions, and

Org customization and

Heroku gi es businesses the e ibility and control

Support for Modern Open-Source

Java, Clojure, Scala, Go, Python, and PHP, all

Plug-and-Play Developer Components

Learn more at addons.heroku.com.

Heroku Connect Heroku Postgres

key-value data store, with a robust developer

Apache Kafka on Heroku

Heroku Private Spaces combines the powerful