The Salesforce CPQ Implementation Handbook: Configure Salesforce CPQ products to close more deals and generate higher revenue for your business
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About this ebook
Salesforce CPQ is innovative software that enables you create better quotes, improve quoting accuracy, and maximize sales and deals. It also provides a quick analysis of profits and losses, helping you improve the overall execution of sales processes, and allows a great deal of flexibility for your prospects, customers, and business partners.
The book starts with the Quote-2-Cash business process in Salesforce and shows you how to assess when a business needs to implement CPQ. You’ll then progress to configuring opportunities, quotes, and CPQ products. As you advance, you’ll understand how to define and configure price books, price rules for CPQ quote automation, multidimensional quoting, and more. Next, you'll look at how to configure CPQ guided selling and create package configurations, contracts, and amendments. Later chapters will demonstrate how to perform data migration from a legacy system and the order in which the objects are to be migrated. You’ll also explore CPQ billing and its advantages with the help of different use cases before learning about Industries CPQ and how it is different from standard Salesforce CPQ. Finally, you’ll discover best practices for achieving optimal CPQ performance and avoiding performance bottlenecks.
By the end of this Salesforce book, you’ll be able to implement Salesforce CPQ for any business.
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The Salesforce CPQ Implementation Handbook - Madhu Ramanujan
BIRMINGHAM—MUMBAI
Salesforce CPQ Implementation Handbook
Copyright © 2022 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing or its dealers and distributors, will be held liable for any damages caused or alleged to have been caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
Group Product Manager: Alok Dhuri
Publishing Product Manager: Shweta Bairoliya
Senior Editor: Nisha Cleetus
Content Development Editor: Rosal Colaco
Technical Editor: Maran Fernandes
Copy Editor: Safis Editing
Project Coordinator: Manisha Singh
Proofreader: Safis Editing
Indexer: Subalakshmi Govindhan
Production Designer: Shyam Sundar Korumilli
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First published: March 2022
Production reference: 2110822
Published by Packt Publishing Ltd.
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Birmingham
B3 2PB, UK.
ISBN 978-1-80107-742-2
www.packt.com
To my parents and siblings, who taught me the value of education. To my husband and daughters, for their support and inspiration throughout my writing journey.
Contributors
About the author
Madhu Ramanujan has been extensively using the Salesforce platform for almost a decade now. She finds that her substantial experience and work on multiple implementations has helped her easily transition between various roles in renowned corporations. She is a certified Salesforce Application Architect and System Architect and is an aspiring CTA with 14x certifications. She enjoys giving back to the community through volunteering as a RAD Women coach. She is passionate about designing secure, scalable, reliable, and high-performing solutions using cutting-edge technologies and helping customers in their transformational journeys.
I want to thank the following people from the Packt team, who helped make this book that you are holding in your hands a reality: Alok Dhuri, for having faith in my ability to write this book, as well as Storm Mann, Vaishali Ramkumar, Prajakta Naik, Aaron Lazar, Shweta Bairoliya, Nisha Cleetus, Rosal Colaco, Maran Fernandes, and Deepak Kumar. A big thanks to the reviewers, Brad Gross and Mitch Colyer, for their invaluable suggestions and helpful feedback. I would also like to thank all of my friends and colleagues who helped me in this wonderful process. A virtual high-five and a lot of gratitude from me to all of you!
About the reviewers
Brad Gross has been working in IT since the 20th century. In 2000, he developed one of the first Salesforce organizations and then turned his attention to helping others learn Salesforce. His work in the community led to his induction into the first class of Salesforce MVPs and the first-class Salesforce MVP Hall of Fame. For the past decade, he has been a leading industry consultant, working for several firms and even founding his own firm, Information Logistics. Currently working as the principal strategist for revenue cloud at Traction on Demand, his focus is on Sales Cloud and revenue operations.
When he is not developing the next generation of Salesforce leaders, he spends his time biking, skiing, and cooking for his family.
Mitch Colyer is a principal quote-to-cash consultant, specializing in Salesforce CPQ, Salesforce Billing, and other non-Salesforce product implementations. His experience inside and outside of the Salesforce platform lends him a unique perspective on how to best bring a Salesforce CPQ solution to light. Throughout his time working on the Salesforce platform, Mitch has led partner enablement training both domestically and internationally, been a Dreamforce speaker, and assisted in Salesforce CPQ and Billing rollouts in the United States and Europe. He lives with his wife, Brooke, in Montana, where he enjoys being outdoors, fishing, and trail running in his free time.
Table of Contents
Preface
Section 1: Getting Started with Salesforce CPQ Implementation
Chapter 1: Getting Started with Salesforce CPQ Implementation
The relationship between the sales process and cloud computing
Understanding the quote-to-cash process
Introducing Salesforce CPQ
Configure
Price
Quote
CPQ high-level object flow
Salesforce CPQ advantages
Salesforce CPQ versus Industries CPQ
Installing Salesforce CPQ
Summary
Chapter 2: Configuring Opportunities and Quotes
Salesforce opportunities, quotes, and products
Opportunities
Quotes
Products
Introducing CPQ quotes
Enabling CPQ permission set licenses
Creating a quote
The Quote Line Editor
Field sets
Quote line drawers
Sorting QLE line columns
Default buttons on the QLE
Custom buttons in the QLE
Cloning a quote line
Customizing the QLE column width
CPQ approvals
Standard approvals
Advanced Approvals
AA objects
Advantages of creating orders from a quote
Enabling orders
Summary
Chapter 3: Configuring CPQ Products
Products overview
Types of products
Configuring products
Creating custom actions and search filters
Creating custom actions
Creating a search filter
Verifying custom actions in the QLE
Creating dynamic search filters
Configuring product bundles
Creating a product bundle in a Salesforce instance
Creating a product option in a Salesforce instance
Creating a product feature in a Salesforce instance
Adding a bundle to the QLE
Creating product rules
Creating a validation product rule
Creating a summary variable and an error condition
Associating a product rule with a product bundle
Testing the validation product rule in the QLE
Creating an alert product rule
Creating an alert product rule error condition
Testing the validation product rule in the QLE
Creating a selection product rule
Creating a selection product rule error condition
Creating an alert product rule action
Testing the validation product rule in the QLE
Creating a filter product rule
Creating twin fields
Summary
Chapter 4: Configuring CPQ Pricing
CPQ pricing
Learning about pricing methods
Setting a list price
Creating the cost price
Creating the block price
Adding a block price product to a quote
Creating a percentage of the total price
Creating Multi-Dimensional Quoting (MDQ)
Understanding the pricing structure
Discounting in CPQ
Discount schedules
Associating the discount schedule with a product
Creating price rules
Enabling the advanced calculator
Creating a sample price rule
Creating a price condition
Creating a price action
Testing a price rule in the QLE
Creating a price rule using a lookup object
Creating a lookup query for the price rule
Creating a price action for the lookup query price rule
Summary
Chapter 5: Generating and Configuring Quote Templates
Generating PDF quotes using quote templates
Generating a quote document
Creating quote templates and template content
Attaching additional documents
Creating template content and linking quote templates
The types of content
Creating HTML content
Linking the HTML content to a quote template
Creating line item content
Linking the line item content to a quote template
Creating quote terms content
Linking quote terms to a template
Integrating DocuSign for eSignatures
Summary
Section 2: The Next Stage of the CPQ Journey
Chapter 6: Configuring Guided Selling
Guided selling and its advantages
Configuring guided selling in Salesforce CPQ
Creating picklist values on the Process Input object
Linking the API values to the Process Input object fields
Creating dynamic process input
Testing guided selling in QLE
Summary
Chapter 7: Creating Contracts, Amendments, and Renewals
Contracts overview
Creating a contract from an opportunity
Creating a contract from an order
Service Cloud for Salesforce CPQ
Creating amendments
When do customers need amendments?
Cancel and replace
Amendment fields on a contract
Creating a sample amendment
Amending MDQ products
Creating renewals
Contract-based renewal process
Asset-based renewal process
Renewal pricing
Renewal fields on a contract
Creating a sample renewal
Early renewals
Contracted pricing
Summary
Chapter 8: Configuring CPQ Package Settings
Configuring the CPQ package
The Documents tab
The Groups tab
The Line Editor tab
The Plugins tab
The Pricing and Calculation tab
The Subscriptions and Renewals tab
Prorate multiplier
The Quote tab
The Order tab
Additional settings
Summary
Section 3: Advancing with Salesforce CPQ
Chapter 9: The CPQ Data Model and Migration Concepts
Understanding the CPQ implementation strategy
Deploying CPQ changes
Understanding the CPQ data model
Exporting a Salesforce object model
Exporting Salesforce objects to Lucidchart
Legacy data migration
Data migration tools
The data migration sequence
CPQ localizations
Summary
Chapter 10: Salesforce Billing
Salesforce Billing overview
Configuring products for Salesforce Billing
Advantages of Salesforce Billing
Installing Salesforce Billing
Creating invoices
Creating a sample invoice
Configuring an Invoice Scheduler
Creating payments
Understanding the revenue recognition process
Creating GL accounts
Summary
Chapter 11: Understanding Industries CPQ
Industries CPQ overview
Comparing Salesforce CPQ and Industries CPQ
Key features of Industries CPQ
Industries CPQ test environment
Enterprise Product Catalog
Creating products
Industries CPQ's UI
Industries CPQ's cart
Industries OM
Industries CPQ OmniScripts
Digital commerce
Summary
Chapter 12: CPQ Implementation Best Practices
The best practices for improving CPQ performance
The best practices for CPQ implementation
Summary
Further reading
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Preface
Now more than ever before, customers have become the focal point of businesses around the world. Not to be left out, companies both big and small want to invest in digital transformations that can drive growth and improve operational efficiencies. These in turn help businesses accelerate their sales and see revenue growth. The sales teams need technology that can help them with responsive and flexible customer needs and automate the quote-to-cash process. Salesforce CPQ helps reshape the business relationship between sales organizations and customers.
Salesforce CPQ is a configure, price, quote tool that helps businesses automate the quote-to-cash process in a unified platform. Using the CPQ application allows sales organizations to focus on selling, while the tool can help with complex product configurations, accurate pricing, and helping sales reps generate precise quotes in minutes. CPQ is a native app built on Salesforce, the world's number-one cloud-based Customer Relationship Management (CRM) software for managing customer relationships and integration with other systems.
This book will start with an outline of the quote-to-cash process, present an overview of CPQ, and provide the details of when a business needs to implement CPQ. We will explore how CPQ helps configure complex products and bundles and helps apply accurate pricing and discounts. Then, we will learn how to automate the approval process and generate a professional quote and send it to customers.
After the initial sales have been closed, you will learn how a contract can be generated. The customer relationship gets stronger as the sales process progresses further and amendments can help make any changes to existing contracts. You will understand the renewal process that will generate revenue for your business for both subscription-based and non-subscription-based products and services. You will also learn how package configurations help in controlling the configurations and automation at the Salesforce org level.
Then, you will explore Industries CPQ and the types of businesses that need to implement this. This book provides insights into how Salesforce Billing replaces the multiple systems typically used by finance to create orders, send invoices, and collect payments. By the end of the book, you'll have gained CPQ knowledge that can be utilized to configure and customize various kinds of use cases for CPQ implementation in any type of industry.
Who this book is for
This book is intended for Salesforce professionals who have standard Salesforce platform knowledge and readers who are interested in learning about CPQ. This book helps administrators, business analysts, functional consultants, sales managers, and Salesforce architects understand CPQ configurations and customizations. This book also provides the foundational knowledge needed for any CPQ implementation project. Most of the CPQ concepts are explained using simple use cases.
This can become your go-to reference material that can be applied to any implementation as needed. Reading these chapters will also help those aspiring to gain Salesforce CPQ certifications. Working knowledge of the Salesforce ecosystem is recommended to get the most out of the book. It is recommended to create a Salesforce CPQ test instance and follow along with the examples provided in this book.
What this book covers
Chapter 1, Getting Started with Salesforce CPQ Implementation, provides a high-level overview of the quote-to-cash process for any business. This chapter describes the basic concepts of what CPQ is in Salesforce. Each Salesforce object concept (opportunities, quotes, products, price books, and quote templates) will be explained clearly and the high-level CPQ data model will be discussed. The details of how to configure these in Salesforce will also be covered. The decision as to when a Salesforce CPQ is needed will be explained. The different types of CPQs present in the market today will be briefly touched upon. The advantages of using Salesforce CPQ from a business perspective will be discussed. You can practice all these concepts using a free Salesforce developer org. Instructions for creating a free developer organization and CPQ installation will be provided.
Chapter 2, Configuring Opportunities and Quotes, walks you through, having understood what Salesforce CRM is and what you gain by implementing Salesforce CPQ in your organization, what Salesforce opportunities, quotes, and orders are. Using an example, you will understand the relationship between opportunities/quotes and products. Then, you will be guided with an overview to configure the opportunity and quote objects in Salesforce. You will explore the Quote Line Editor (QLE) in detail and understand several out-of-the-box features of QLE, including QLE customizations for different use cases. This chapter also provides the knowledge to implement advanced approvals and their advantages. Configuring advanced approvals for CPQ quotes will be explained in detail.
Chapter 3, Configuring CPQ Products, having understood creating and configuring Salesforce CPQ opportunities, creating quotes, and creating orders, will take you to the next step, which is understanding how to configure products. Product configuration is the bedrock upon which many CPQ configurations and automations can be built. Whatever the type of the business, either B2B or B2C, defining a product structure is very important. This chapter will help you understand what product options, features, and bundles are. You will also understand the power of CPQ product rules to automate business processes. All of these can be achieved with configurations and no Apex coding is required. As a power user, you are now ready to create custom CPQ actions and use custom filters for automating different business requirements. This chapter also provides the concept of the twin field feature in CPQ.
Chapter 4, Configuring CPQ Pricing, helps you to automate pricing and discounting. You will understand the CPQ pricing methods and the configuration. By the end of this chapter, you will understand how to define pricing, price structure, how multi-currency use cases can be handled, configuring price rules, discounts, and multi-dimensional quoting, and will be able to set up all these configurations in Salesforce using different use cases. Each concept will be explained by providing the Salesforce navigation path so that you can practice these in the test environment.
Chapter 5, Generating and Configuring Quote Templates, walks you through how Salesforce CPQ generates PDF quotes to send to customers. You will understand how dynamic templates can be used for quote generation. You will also learn the advantages of using quote templates. For sending quotes to the customer, you will learn how DocuSign, or any other third-party integration tool, can be used for the automation of quote signing by customers.
Chapter 6, Configuring Guided Selling, helps you understand how to use guided selling and its advantages. You will explore a guided selling use case and configuration details.
Chapter 7, Creating Contracts, Amendments, and Renewals, helps you understand why we need amendments and how to create amendments, amendment opportunities, and amendment quotes. You will also understand what Salesforce assets are. You will learn how to configure CPQ renewal opportunities and quotes automatically and be able to customize them for business-specific needs. You will also understand how evergreen contracts and autorenewals work.
Chapter 8, Configuring CPQ Package Settings, helps you understand what CPQ package configurations are and how some of these settings control the other configurations. This chapter also provides details on the prorate multiplier and how CPQ provides different options to configure the prorated pricing for subscription products.
Chapter 9, The CPQ Data Model and Migration Concepts, helps you understand how Salesforce CPQ objects are related to each other and how you can perform a data migration from a legacy system into Salesforce, as well as the order in which the objects need to be migrated. You will understand the CPQ Data Model and use Salesforce Schema Builder to view and configure object relationships. You will also be advised on CPQ deployment from one Salesforce org to another.
Chapter 10, Salesforce Billing, provides an overview of Billing, installation details, and the advantages. You will understand how Billing enhances CPQ capabilities with invoice generation, payment, and revenue recognition functionalities. You will learn how Billing implementation provides the ability to create quotes, orders, and invoices all on a single platform.
Chapter 11, Understanding Industries CPQ, provides an overview of Industry Cloud and where Industry CPQ falls within Industry Cloud. This chapter outlines high-level differences between standard Salesforce CPQ and Industries CPQ. You will learn the key features of Industries CPQ. You can create an Industry CPQ training org to further explore the features.
Chapter 12, CPQ Implementation Best Practices, provides you with some of the best practices recommended by Salesforce for getting optimal CPQ performance. Also, you will learn some of the standard implementation guidelines. Any tool that you use should be used efficiently. Salesforce CPQ is no exception; with proper implementation, you will reap the benefits. Otherwise, you will hit performance bottlenecks.
To get the most out of this book
You will get the most out of this book by practicing the examples and CPQ configurations in a Salesforce test instance or training instance.
Salesforce provides a pre-installed CPQ developer org for 90 days. You can get a free training org here: https://developer.salesforce.com/promotions/orgs/cpqtrails.
Alternatively, you can install the CPQ package in any Salesforce developer org. To create a developer org, sign up here: https://developer.salesforce.com/signup. Follow the instructions provided in Chapter 1, Getting Started with Salesforce CPQ Implementation, for installing CPQ.
For advanced approvals, install the package from this link: https://install.steelbrick.com. Follow the instructions provided in Chapter 2, Configuring Opportunities and Quotes, for installing CPQ.
You can create a test environment for configuring sample use cases and examples using Industries CPQ; refer to the Industry Cloud documentation on Vlocity University: https://help.salesforce.com/s/articleView?id=000357469&type=1. You can request a training environment by filling in the form at https://vlocitytrial-prod.herokuapp.com/?templateid=SFI_IPQ. This is a free instance that is available for a limited amount of time.
Download the color images
We also provide a PDF file that has color images of the screenshots and diagrams used in this book. You can download it here: https://static.packt-cdn.com/downloads/9781801077422_ColorImages.pdf.
Conventions used
There are a number of text conventions used throughout this book.
Code in text: Indicates code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles. Here is an example: Similarly, add the other product picklist API names (in this example, Hardware type and Laptop type) that you created in the product object.
A block of code is set as follows:
extensions=QuoteExtController
action={!onRecall}
>
Bold: Indicates a new term, an important word, or words that you see onscreen. For instance, words in menus or dialog boxes appear in bold. Here is an example: To configure contracted pricing, navigate to App Launcher → Account → Related → Contracted Prices → New.
Tips or Important Notes
Appear like this.
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Section 1: Getting Started with Salesforce CPQ Implementation
This section focuses on providing Salesforce CPQ foundational knowledge. You will understand the quote-to-cash process and get an overview of CPQ Using simple examples, you will learn how to create CPQ quotes from opportunities and understand the relationship between opportunities, quotes, and products. You will focus on how products can be configured and customized, how complex pricing can be automated with applicable discounts, and how to create quotes accurately. You will understand how product rules, price rules, and quote templates can be customized for any business easily.
This section comprises the following chapters:
Chapter 1, Getting Started with Salesforce CPQ Implementation
Chapter 2, Configuring Opportunities and Quotes
Chapter 3, Configuring CPQ Products
Chapter 4, Configuring CPQ Pricing
Chapter 5, Generating and Configuring Quote Templates
Chapter 1: Getting Started with Salesforce CPQ Implementation
In this chapter, we will learn what Salesforce CPQ is, as well as begin to identify situations and business needs that can be aided by Salesforce CPQ. Typically, sales personnel spend a lot of time creating quotes, calculating prices, seeking approvals, and working through multiple legacy systems. These legacy tools may not be up to date and so are inaccurate, leading to delays in