Solution Design Document
Opportunity Management: Negotiating Stage
Enhancements
(where SF-SNOW Integration happens)
Solution Design Document
2024-05-22
BRD Status: DRAFT
Document Version Control:
Version Date Author Summary of Changes
1.0 2024-05-22 Gheng Dela Pena Input on Business Requirement
Modification of BRD based on Jure’s
1.1 2024-05-29 Gheng Dela Pena Input (reflect here SF-SNOW
integration flow)
1.2 2024-06-xx Sumit Kumar Input on Solution Design
Modify BRD on additional
1.3 2024-06-13 Gheng Dela Pena
requirements
Review and Approvals:
Date Name|Role Area/team Responsibility
2024-06-xx Rachelle Tan Salesforce Review on the solution design
2024-06-xx Tonie Haines SNOW
2024-05-xx Leeanne Coghlan Sales Operations Review/Approver
2024-05-xx Jure Brkan Leadership Approver
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1. Business Requirement
1.1 Current State
Advancing an opportunity from Proposing to Negotiating currently only requires defining the
Delivery Start Date.
During this phase, while pricing, terms, and conditions are still being discussed, we often manually
create Project records in SNOW for Sales Opportunity records expected to close soon. This early
creation poses risks since we proceed without signed contracts.
Creating these Project records in SNOW helps the Project Delivery team allocate resources in
advance, ensuring availability and efficiency at the project's start, and reducing delays.
However, this method introduces potential financial/revenue risks. Additionally, manually creating
these records can lead to missing Salesforce Account information in SNOW, requiring manual data
entry for all details.
1.2 Impact of the Current State
Limited Scalability: Reliance on manual processes limits scalability as the business grows, potentially
leading to bottlenecks and increased administrative burden.
Operational Inefficiencies: The manual creation of Project records in SNOW is time-consuming and
labor-intensive. This process can divert time and resources away from more strategic tasks, reducing
overall productivity.
Data Accuracy and Consistency: Since the Salesforce Account information is not automatically
captured in SNOW, the manual input process increases the risk of data inaccuracies and
inconsistencies.
Lastly, without automated data synchronization between Salesforce and SNOW, there may be delays
in accessing accurate and up-to-date information. This can hinder timely decision-making and
responsiveness to client needs.
1.3 Desired State
A. When using the 'Update Stage' button to move from Proposing to Negotiating, opportunity owners
should be able to update key documents, such as adjusted Estimates, final Statements of Work,
changed Proposals, updated Project Duration, new Close Date, and revised Sales Amount.
B. In addition to requiring the 'Delivery Start Date' when moving to the Negotiating stage, the 'Link to
Mutual Success Plan' field must also be filled out but only when the Sales Opportunity Amount is
Equal to or Greater than 300K. This triggers an automatic review by Tim.
*add a layer of review/approval process for Tim
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C. Integration: Integrating Salesforce and SNOW to automate data synchronization. This would
eliminate manual data entry and ensure consistency.
The business aims the integration from Salesforce to ServiceNow happens during this stage when a
Project may already start at risk per business decision. This integration allows projects in ServiceNow
to be automatically created, through hitting a manual action button (item D).
To avoid duplicating account creation in ServiceNow, the business wants a system validation between
Salesforce and ServiceNow. During the Negotiating stage, there should be an action button for the
Sales Ops team to check Company Details in ServiceNow.
> If the company details already exist in ServiceNow, proceed to item D.
> If there are no existing company details in ServiceNow, the system will fetch the details from
Salesforce to create new accounts.
Once ServiceNow successfully creates a new account, the 'Create Project' button will appear in
Salesforce (item D).
D. We need a 'Create Project' button that is available only at the Negotiating stage and in the
'Commit' forecast status, visible exclusively to the Sales Ops team. This button will be used for
future integration/configuration between Salesforce - SNOW - NetSuite, to automatically create a
project record in SNOW, capturing essential fields from Salesforce Account, Contact, and
Opportunity objects.
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E. Conditional Creation: Only create Project records in SNOW once the opportunity has reached
below criteria prior to Closed Won:
Approval Status = ‘Approved’
Opportunity Stage = Negotiating or Signing
Forecast Status = Commit
Delivery Start Date = not null
Link Mutual Success Plan = not null (only for Sales Opportunities with value Equal to or
Greater than 300K)
Refer to Integration Solution Design here.
FIELDS TO MAP/SYNC
From SALESFORCE To SERVICENOW
(Account Object Fields) Customer Record (to confirm)
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Account Name Customer Name
Industry Industry
Billing Address
(Billing Street, Street,
Billing City, City,
Billing State/Province, State/Province,
Billing Zip/Postal Code, Zip/postal code,
Billing Country) Country
Company ABN Tax Reg Number [ABN]
Billing Currency Currency
From SALESFORCE To SERVICENOW
(Contact Object Fields) Customer Record (to confirm)
Email Addressee Email (optional)
(Primary Contact from
Opportunity Record)
From SALESFORCE To SERVICENOW
(Opportunity Object Fields) Project Record (to confirm)
Opportunity Name Project Name
Opportunity Link ERP URL
Opportunity Owner Sales rep
(look up user)
Pricing Model Project type
(2 picklist values only)
Delivery Start Date Planned start date
Sales Amount DISREGARD
PO Number PO Number
Primary Contact Addressee (optional)
(look up from Contact Object)
DISREGARD Project Manager
With the Salesforce-ServiceNow auto project setup in place, we aim to achieve the following:
Resource Request Submission: Ensuring that resource requests are submitted so that necessary
personnel are allocated to the project, facilitating effective resource planning and task creation.
Resource Availability, Utilization, and Capacity: Providing accurate data on resource availability and
utilization, allowing for efficient allocation and capacity monitoring to prevent overcommitment and
improve project outcomes.
Revenue Forecasting: Enabling more accurate revenue predictions by having a complete project plan
and resource allocation, essential for informed strategic decision-making.
Visibility/tracking: Identifying projects working at risk pending completion of opportunity closure
process.
Project set up and before Opportunity Closure: Ensuring project tasks and resource allocation are
completed before the opportunity closes, minimizing delays and ensuring a smooth transition for
successful project execution.
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1.4 Benefit from Implementing the Desired State
By requiring the 'Link to Mutual Success Plan' field to be filled out for Sales Opportunity records with
a value greater than or equal to 300K, Tim can review the complexity of large deals. The mutual
success plan should provide a clear roadmap, outlining the roles and responsibilities of each party,
thereby simplifying project management and execution.
By having a dedicated button for creating projects, and with timely notifications, the Operations team
can proactively create Project records if needed and begin the resource sourcing process. (In the
interim)
Time Savings: By automating data synchronization between Salesforce and ServiceNow, manual data
entry becomes unnecessary. This significantly saves time for sales and project teams.
Accuracy: Ensuring accurate data capture between the two platforms enhances overall data quality.
Visibility: Gain true visibility into resource capacity, utilization, and projects at risk. Delivery teams,
including consultants and project leads, can prepare for upcoming projects and plan resources
effectively.
Revenue Forecasting: The ability to forecast future revenue and make predictions becomes more
feasible.
Project Readiness: Completing project tasks and resource allocations before an opportunity close
minimizes delays and disruptions during project kickoffs and execution.
Enhanced Predictability: With comprehensive project plans and resource allocations, businesses can
more accurately forecast revenue, aiding strategic planning and financial management.
1.5 Affected Users
All profiles with access to Update Opportunity record
Delivery Team (Delivery Manager Super User; Delivery Manager Standard User)
Operations (Salesforce Admin, Executive Standard User [Leeanne & Rahul)
2. Acceptance Criteria
GIVEN the user has access to Edit or Update a sales opportunity record
WHEN the user initiates advancing to Negotiating stage gate through the Update Stage button
AND the Update Stage screen box appears in, choosing ‘Negotiating’ as new stage, populating
optional fields to update Estimates URL, SoW URL, Proposal URL, & Project Duration fields
THEN it should also include update on optional fields such as Amount, Close Date & Description
fields
AND additional required fields such as ‘Link to Mutual Success Plan’ and ‘Delivery Start Date’ fields
THEN completion of the required fields within the Update Stage screen box will set off trigger that
automatically progress the opportunity to the Negotiating stage.
GIVEN sales opportunity record is in Negotiating & Signing stage
WHEN a sales opportunity is subject to Project set up in SNOW
THEN it should have an ‘Create Project’ action button somewhere in the record page
AND only the Sales Ops Team (Leeanne/Gheng) should have access to it.
GIVEN a Sales Opportunity Record is in Negotiating stage and in Commit forecast status
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AND Salesforce and ServiceNow will be configured and integrated
WHEN sales operations team (Leeanne/Gheng) initiates setting up a Project record through the
‘Create Project’ button
THEN it should automatically create Project record in SNOW, capturing the relevant Account and
Opportunity details such as:
GIVEN
AND
WHEN
THEN
GIVEN
AND
WHEN
THEN
--------------------------------items 3 onwards c/o SF team to build solution design--------------------------
3. Assumption and Prerequisites (optional)
3.1 Assumptions:
Users will use update stage button to update opportunity stage so we can use add required fields
in that modal or we can add the validations on create project button and show error screen if
any required field is not available before creating project record in servicenow.
For 'Link to Mutual Success Plan' if it is greater then a certain value we can create a approval process
for that. But the issue here is we will be updating stage to nagotiationg with this approval process in
that case we should go with the solution to add validations on create project button.
3.2 Prerequisites:
4. Solution Architecture
4.1 Overview
4.2 Technical Solution
xxxx
4.3 Components
API Name Component Type Object
5. Dev Timeline
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Milestone Owner Target Date Progress
Define and Design Gheng/SF Agent
Approvals Leeanne/Jure
Build (SF Agent Name)
Review/UAT Testing Gheng Dela Pena
Deployment
Release Notes
6. Deployment Implementation Plan
6.1 Environments
Instance Progress Target Date Notes
Development
UAT
Production 21 June 2024
6.2 Deployment Process
DEV Sandbox UAT Sandbox PRODUCTION
Address Org
feedbacks back in
DEV
Build UAT Verification
Sign off
Salesforce Consultant Requester Release Manager & Salesforce Consultant
Business Unit Manager
INN SF Implementation Plan & Deployment Tracker_2024.xlsx (sharepoint.com)
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