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The topic for the day is Salesforce with DocuSign, so we’ll be discussing more about what DocuSign is, when and where to use, more importantly how to use it. And our primary concentration will its usage with Salesforce as Salesforce is the largest CRM used across organizations, as Muktha said we’ll also be taking up business model and try to see where DocuSign can help us in the process.
What is DocuSign?
So to start with, here’s a very obvious question ‘What is DocuSign?’ As per the definition, it provides the Electronic signature technology for facilitating electronic exchanges of contracts and signed documents between two parties. Well this is the definition we got from one of the documentations of DocuSign, but what does that mean? It primarily says that DocuSign provides/helps companies to better communicate with their customers so how’s that done? Let’s take an example let’s say that we have a product- based company where apart from delivering products it also does certain sort of customization based on the customer requirement, so even though if we take up a book publishing company or health care products obviously there’ll be some customer specific requirements which has to be done on the top of the end products so, usually this kind of customization is carried out using the paper process or e-mail communications, telephonic communications etc.
So DocuSign helps all these communications happen online and be a part of your application so we’re going to see how it is actually achieved using our business model as we move ahead. So, where can it be used? Typically DocuSign can be used in any industry wherever agreement with the customer is required so it completely removes the paper process and brings online. So, how can we use it? Primarily there are many different ways in which DocuSign can be used, the first being an independent application, it can be used as an isolated application so the complete process starts with the DocuSign and ends with the DocuSign
The Second one being integration with the Salesforce, this is one option we’ll try to explore in our further presentation and it also provides integration with various applications like Outlook, Word, PowerPoint even MS Dynamics and many other products which are listed out on the DocuSign website. So this is a brief introduction on what DocuSign is, so now what we’re going to do is, we’re going to take up one business model and the sample considered here is Aircraft Interior Design website, this primarily deals with customization of the Aircraft, which means interior designing of the aircraft as we know there are many different locations in the aircraft where customization is possible for example carpets, seatbelt, refreshing centers, the baggage compartments, so there are many. For every location, there is certain sort of customization we can do, and this Co. provides the customization in the form of packages and services so if at all a customer purchases a particular package, so it explains what level of customization is needed at every part of the aircraft. This example we’ve picked up as said earlier it can be correlated to any other business model which follows that pattern. Let’s say a customer actually operates for a particular service and every service to honour the request there are certain tasks to be followed. For example the moment a request is received from a customer it has to be assessed by the technical team. So after assessing there will be a design proposal for the team, it will be sent for the customer for the approval so upon that layout definition has to be laid out and later a 3D Mockup Generation, so this primarily explains to the customer how an aircraft is going to look like after customization. So, once he’s happy with that it goes to implementation part that I think it is Technical Specifications and subsequent implementation and a completion follow-up. So these are set of tasks which are related to Aircraft Industry. But we can co-relate similar set of tasks or activities for different industries if we observe closely for example task number 3&2 that is Layout Definitions and 3D mockup generation so these are the things we need signed agreement in the sense that we need customer approval for that. Earlier these communications used to happen through e-mails or telephonic conversations so DocuSign can now help us to get us signed agreements online and be a part of the application. So coming to the implementation perspective, the discussion we just now had are put out in this particular chart diagram so it explains how a user can interact with the company, primarily there are 2 ways, the first thing is that he can visit the company’s website and look at the packages and services that are available and we can choose the package/service whichever fits his requirements and second option if at all a customer is not comfortable using the internet or finding it difficult to see which package meets its requirements he can always call at the helpdesk and those guys will be able to which package meets the customer requirements at the end of the discussion ultimately we’re going to place an order with the customer’s perspective.
So to perform any activity you’ve to place an order, it is mandatory that the customer has to register in the website this is the pattern or common procedure that is followed across industries. so after providing mandatory details that is registration form on clicking of Register Button a new contact record is created on Salesforce, well Salesforce is used as a CRM tool over here and a single point of contact for any information all the records are being stored on the Salesforce including the available packages and services in the websites are also being fetched from the website. So we’ve a single point of Contact for any kind of data. So now let’s say a customer has registered himself with the website a new contact record is registered with the Salesforce so now websites will allow the registered customer to purchase the relevant packages he wants, so looking at the details of each and every package the customer can go ahead and purchase the package. So this is just a sample screenshot provided here, so the prices provided here are not actual it’s a sample page so upon purchasing a package the customer has to provide all the credentials details, security code and things like that so upon placing an order e-mail will be sent explaining what package he has purchased along with the pricing details. So now, what happens at the Salesforce front, a new service owner record is created explaining the details or containing the fields what package he’s opted out for/he has purchased, so Now if you recheck the complete workflow which we’ve just now discussed there’s nowhere where we are actually putting an effort to get a signed agreement from the customer to confirm that this is the kind of packages he’s purchased he’s accepting the prices quoted over there.
And this is exactly where DocuSign comes into picture, even if we start thinking about the first task i.e. assessing the customer records it’s important to get signed agreement from the customer and this is where the DocuSign comes into picture since we’re integrated our application with Salesforce we’re primarily going to deal with DocuSign Salesforce. There are certain basic features for using DocuSign that we need to be knowing about it like how we’re installing it, configure it and merging of Salesforce data well it’s a very common requirement or very obvious requirement that we’ll have to fetch Salesforce data onto an agreement dynamically, example, kind of service you’ve purchased, the pricing of it so all this details have to be a part of the agreement for the customer to sign it, there comes the merging of salesforce data and last and important feature is, Salesforce connect but we are yet to know what all these features are:
Coming to the first thing, as far as the installation configuration goes the DocuSign is available in Salesforce App exchange so that the users can always be able to get the latest version of DocuSign over here so the DocuSign also provides a very easy installation guide which clearly explains the steps to be followed. And during this process there are certain configurations which needs to be done, to which Salesforce sandbox we’re trying to integrate this DocuSign into, so these are the sort of details we get as part of the installation and configuration. So upon installation there are lots of Salesforce objects and tabs which gets created automatically upon integration into Salesforce and very important tab to consider is DocuSign Admin , so this primarily helps the admin to do management tasks on DocuSign console well the highlighted tab over here, that is users option primarily manages with Users Document and the last tab available is console this option will open up a DocuSign application in a separate window, this the screenshot you’re seeing now is exactly the DocuSign Application which was integrated in Salesforce, on left hand side we have multiple options, to perform a lot of activities. The first 2 headers, the member profile and member options this primarily deal with the person who has logged in, if at all we want to change any settings for this particular member these are the options to look for. If at all a user is an administrator Account Administrator header will be available for him to change the settings of the DocuSign console or DocuSign Application so that, that will reflect to all the DocuSign users.
So coming to merging of Salesforce data as we’ve already discussed that it’s an important requirement that Salesforce data get dynamically merge into the agreement. Earlier we discussed about price being a part of the agreement, a kind of package the user has purchased part of agreement. This can be achieved by creating a custom Tax in DocuSign Console in DocuSign Application. So what does this mean? In C Sharp technology, primarily it’s a variable basically, so it gets tied up to a particular Salesforce field and if we can place this custom tag inside an agreement upon selling the envelope or the e-mail to the author/customer, the data will be fetched from Salesforce. So this screenshot which is explaining about DocuSign Connect, so this is an important functionality which explains the byname within DocuSign Salesforce. As you can see, there are various objects which are linked up to Salesforce. So upon installation of Salesforce, there are few objects like contact, opportunity, so these are the objects which by default to get the DocuSign buttons in their layout, so if at all you want to use them just a matter of modifying the layout and putting up the respective buttons on to your layout. And it’s important that we end up having a lot of custom buttons inside Salesforce Application, wherein we want to use DocuSign functionality.
And DocuSign does expose a lot of apex classes or visual force pages to accomplish the same functionality as it provides for the default objects. Now if we can recollect the U-sketch which we’ve discussed earlier, that is we’ve ended up with the service sort of record lying in our Salesforce and ready to get these signed agreements from the customer. So upon click on that send Contract via DocuSign button an e-mail will be sent to the customer explaining about the context of the e-mail also will be options to view the agreements. On click of the button ‘View Documents’, an agreement will be opened up online in the DocuSign application itself wherein the customer can read all the terms and conditions and also there’ll be placeholders for him to sign the agreement. So there are also options where the customer can decline if he is not fine with that, so the moment the customer accepts/decline that particular record will be updated about the status, whether the customer has accepted it/ declined it so then the Salesforce user can always get in touch with the contact asking/discussing the reason, there needs to be any correction in the terms and conditions. So the complete workflow we just discussed to put in a nutshell, so these are the 5 simple steps which exist the first thing is that the Salesforce sends an agreement that is on clicking the button and the customer receives the agreement with service order details and the customer can accept/decline the agreement. So all these first 3 steps it get initiated from the Salesforce but it passes through the customer through DocuSign and the moment the customer whether accepts/declines the same thing will be reflected in the Salesforce record and the Salesforce connect feature which we discussed on the Salesforce will help us to achieve the updation of the status. And if at all the customer has signed, a signed record of the signed agreement will always be tied up to the Salesforce record, so if at all we want to come back any point of time to see whether the customer is signed the agreement it is always available in the Salesforce. So the same workforce which we discussed to put it on a pictorial way, the Salesforce user initiated the process that the process that sends the contract via DocuSign button it reaches the customer through DocuSign connect, well, we call it ‘envelope for approval’ So In DocuSign terminology an e-mail is called as an envelope, an envelope record will be stored inside DocuSign application, the same thing can be accepted or declined by the customer and it’ll be updated accordingly in the Salesforce record. So we have discussed all this on an aircraft Interior Design perspective but as I said earlier it can be correlated in many different domains. To name a few, a book publishing industry, for example there will be some few cases for a self-publishing company it is important to get an approval from the author on the cover image or the interior pricing so a payment plan so there are lots of different features wherein customer approval is important. So we can introduce DocuSign here in as well. Also the healthcare products so even though we’ve the product depending on the customer requirement there’ll be a certain degree of customization always existing so here also we can do the DocuSign. So the bottom-line is, wherever a customization is required on the end product, we can implement DocuSign that’s what it says.
Q & A session:
How to track DocuSign documents’ status on Salesforce?
Well, the moment a Salesforce user actually sends a document/agreement to the customer, a Salesforce DocuSign status is one of the objects provided by DocuSign itself upon installation, so you need to add that particular object as a related list in the corresponding parent object where you have sent the agreement. So the moment you send an agreement, a record is created in the DocuSign status/list so which always will be mentioning or notifying about the different statuses for example when the salesforce user first sends an agreement, the DocuSign status record will update the status as Sent and when it has successfully reached the customer it says as delivered and if at all accepted/declined the record will be updated automatically with the current status.
Does DocuSign keep the copy of the contract at all?
Well it’s actually DocuSign is a mediator between the Salesforce and the customer. It does hold the copy of the envelope but not the signed agreement as such .So the signed/declared agreement will be either with the customer or the Salesforce. This the envelope address will be stored in the DocuSign.
Can we send DocuSign agreement from any Salesforce object?
Yes, we can do that. As I said, during the installation we’ve certain set of objects which DocuSign provides which tie up with the agreement for example contract, lead, opportunity where you can straight away use the buttons. But our requirement/ customization in salesforce will be such that we end up having a lot of custom objects and DocuSign does expose a lot of Visualforce pages and apex classes to achieve the same feature in any custom button so the answer is, yes we can do that.
What are the different states for DocuSign e-mail sent
Answering the first question, we have different statuses like Sent, the first status will be ‘sent’ once it has been received by the customer it changes to Delivered and then Completed or Declined, these are the different states we have.
Can you explain more about Branding?
Well, Branding is an important feature inside a DocuSign application so Branding defines the way in which or it governs the way your e-mail content has to look like. For example, you want certain set of images to be a part of e-mail content or you want some formatting to be done. Or you want some hyperlinks to be directed for the customer to read before signing, so all these things are the customization which we have to do, and Branding is the one that defines how the e-mail content looks like.
So in DocuSign the e-mail sent to the customer, what level of customization in e-mail content is possible?
Well, again this is related to branding in DocuSign, we have an option, or it’s a part of the e-mail resource file, so the E-mail content will be governed by this E-mail resource file which is an xml file where in it provides a lot of customization. So one of the limitations which DocuSign has is it doesn’t accept dynamic image as being the part of e-mail. So this is one of the questions we’ve posted in the last week Dreamforce session, and the team is still working on that.
Would this product address HIPA privacy concerns in anyway?
So, DocuSign doesn’t hold or it just a kind of envelope, only will be existing from the DocuSign perspective the agreement will either be, from Salesforce or the customer, so I don’t think there’ll be any customer concerns in that regard.
I already have a DocuSign account, I need to install DocuSign app in Salesforce again?
Well, you really don’t have to do that provided you will be able to, you know the DocuSign account if at all you have an account it is only matter of adding you as a user in the particular integration for example, it is important that the Salesforce user need to be a part of DocuSign console as well. So you can re-use that.
What are the advantages of DocuSign over their competitors?
The primary advantage is the level of customization the DocuSign provides for example most of the features are available out of the box DocuSign and also the primary interaction with the customers is going to be e-mail content so it provides the customization at e-mail resource level itself. So at the very ground root level, the xml file that governs the e-mail, so the customization is possible at that level as well. These are the few advantages we have.
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