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Customer Guide for
Discrete Manufacturing
Salesforce Spring
salesforcedocs
Last updated November
Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other
names and marks Other marks appearing herein may be trademarks of their respective owners
CUSTOMER GUIDE FOR DISCRETE MANUFACTURING
Explore the power of multicloud solutions to unite marketing omni channel selling and service to deliver connected experiences
The assets in this Customer Guide help you build a vision for the future of your manufacturing business and implement the changes
needed to fully realize your digital transformation Learn with Trailhead
Architectural diagrams and business scenarios show you how Salesforce products combine with industry best practices to expand your
business capabilities Solution Kits show you how to implement Salesforcerecommended crosscloud solutions to common retail use
cases
Industry Blueprint for Discrete Manufacturing
Understand the context within which Salesforce defines strategy and product direction for frontend business process and relationship
management software in discrete manufacturing
Reference Architecture for Discrete Manufacturing
Map specific Salesforce products to the functional capabilities and operational activities of discrete manufacturers
Business Scenarios for Discrete Manufacturing
Salesforce BB business scenarios help you think about your discrete manufacturing business in terms of individual capabilities
within your environment business practices and technology Use business scenarios to locate areas for improvement and identify
solutions that bridge that gap between your current capability and your goal
Solution Architecture for Discrete Manufacturing
Identify specific tools and resources that deliver comprehensive automation solutions for your discrete manufacturing business
Explore Solution Kits for BB and Discrete Manufacturing
Enhance your crosscloud business by implementing one or more solution kits Get product recommendations workflow details
and instructions to help you implement the solution from start to finish
SEE ALSO
Customer Guide for Discrete Manufacturing Learning Map
Customer Guides Quick Look
Industry Blueprint for Discrete Manufacturing
Understand the context within which Salesforce defines strategy and product direction for frontend business process and relationship
management software in discrete manufacturing
Use the industry blueprint to lay the groundwork for your digital transformation
Map customerfacing business capabilities common to discrete manufacturers to stages of the customer life cycle across marketing
sales order management and postsales experience
Determine which capabilities are most important to your organization and prioritize the implementation accordingly
Organize projects to deliver business value with maximum benefit
Gain alignment among key stakeholders who are responsible for processes represented
Understand the high level platform capabilities needed to power your organizations business needs
Customer Guide for Discrete Manufacturing
Industry Blueprint for Discrete Manufacturing
Contact your Salesforce account team or a Salesforce partner for help assessing the business and platform capabilities most suited for
your organization
The typical lifecycle of a customer relationship in discrete manufacturing can be organized into seven major business processes Each
major process is made up of four subprocesses that together fulfill a business need for one stage of the cycle
Market to Lead processes involve awareness and acquisition
Lead to Prospect processes include lead management opportunity management and channel sales
Prospect to Contract processes include product configuration pricing and quoting
Contract to Order processes include opportunity close and order capture
Order to Asset processes from order entry to fulfillment
Asset to Service processes deal with postsales servicing
Service to Renew processes including postsales servicing and subscription models
Salesforce products provide many of the capabilities needed to implement these processes Salesforce ISV partners offer products that
help you provide additional capabilities using the Salesforce platform And yet other capabilities are not directly available from the
Salesforce ecosystem but are still important to the context of a typical manufacturing business
Note To understand which business capabilities solutions and Salesforce products can help your organization achieve the
business needs identified on the blueprint dive deeper into the business scenarios for discrete manufacturing on page
Platform Enablers API and Data Sources are common across all lifecycle stages and business processes Use platform enablers APIs and
data sources as a baseline of functionality to support tailored solutions
Customer Guide for Discrete Manufacturing
Reference Architecture for Discrete Manufacturing
Note To understand how industry and business requirements link to the underlying technologies that support them review the
Reference Architecture for Discrete Manufacturing on page Use the industry blueprint as a framework for creating a reference
architecture for planning customer experience enhancements
SEE ALSO
Industry Blueprints for Partners
Salesforce Architectural Diagrams Quick Look
Reference Architecture for Discrete Manufacturing
Map specific Salesforce products to the functional capabilities and operational activities of discrete manufacturers
Salesforce provides configurable product solutions that support a manufacturers ability to effectively engage their customers and
partners The reference architecture helps communicate the vision and strategy of a solution to business executives and stakeholders
Learn with Trailhead
Conceptualize business success in each of three categories of capabilities Foundational Platform and Functional
Our reference architecture presents Platform and Functional capabilities Each layer contains a representative subset of systems or
capabilities that are most relevant for Discrete Manufacturers It doesnt list all possible systems or capabilities
Platform Capabilities
These components form the underlying technology base for achieving your goals Each layer in the platform builds on top of the next
BB systems typically rely on these elements
Customer Guide for Discrete Manufacturing
Reference Architecture for Discrete Manufacturing
Data Sources
Data sources are systems that create collect and manage various types of data These systems can act as systems of record Theyre
often purposebuilt to handle particular functionality and data requirements but some provide general system needs
Integrations
Integrations include tools and routes that connect systems of record with each other or with higherlevel experiences Integrations
can include varied tools like APIs that connect separate systems single signon services to manage customer identity across different
systems and customer data platforms that segment customers
Intelligence
Smart automation like machine learning and AI helps you optimize your use of customer data The intelligence layer serves functions
like delivering actionable customer insights personalized product recommendations and improving realtime customer interactions
to enhance your customer relationships and drive sales
Analytics
Analytics helps you better understand your data and make smart business decisions
Descriptive analytics summarize existing data to help you better understand the current state or past activities Descriptive analytics
typically answer What questions about your data
Diagnostic analytics use the output of descriptive analytics to identify patterns and outlier data Diagnostic analytics typically
answer Why questions about your data
Predictive analytics use historical data to attempt to anticipate future outcomes such as the likelihood that a subscriber opens
an email
Prescriptive analytics suggest future courses of action based on your existing data Prescriptive analytics typically answer Should
questions about your future actions
Functional Capabilities
Businessspecific elements at the functional capabilities level are connected more directly to the customers experience and measured
in terms of maturity Successful implementation of functional capabilities depends heavily on implementation of the platform capabilities
The product manufacturing lifecycle typically crosses multiple engagement channels in the areas of Marketing Sales Support and
Commerce In addition to direct sales manufacturers often require channel partners to distribute and support their products Enabling
and collaborating with the channels is a necessary component of an organizations operations The types of capabilities in the Operations
area can help companies address business operations needs including those related to the Covid pandemic
Review these commonly required functional capabilities to identify strategic goals around which to focus your implementation
A Business Capability Maturity Assessment arranged by your Success Manager or Account Executive can help you determine which areas
of your business can benefit from more focus
Customer Guide for Discrete Manufacturing
Reference Architecture for Discrete Manufacturing
Mapping Platform Capabilities to Salesforce
Specific Salesforce products handle each of the needs identified at the platform capability level
Identify gaps in your underlying capabilities by customizing this model to include other Salesforce products or thirdparty systems in
your current technology stack To explore the reference architecture specific to your business contact your success manager or account
team
Tip Business Scenarios for Discrete Manufacturing on page help you better understand your business capabilities and find
solutions that support your business goals
Learn more about Salesforce products
Industry Solution for Discrete Manufacturing
Manufacturing Cloud
CPQ
Mulesoft
Commerce
Communities
Service
Sales
Analytics
Workcom
Customer Guide for Discrete Manufacturing
Business Scenarios for Discrete Manufacturing
Marketing
SEE ALSO
Salesforce Architectural Diagrams Quick Look
Business Scenarios for Discrete Manufacturing
Salesforce BB business scenarios help you think about your discrete manufacturing business in terms of individual capabilities within
your environment business practices and technology Use business scenarios to locate areas for improvement and identify solutions
that bridge that gap between your current capability and your goal
Successful execution of core functions requires an organization to have certain expertise or business capabilities Understanding what
business capabilities are needed to achieve this scenario helps crossfunctional teams in your organization align and better strategize
around technology solutions
Map Your Digital Transformation
Following best practices and selecting the right solutions and products for your organization are key to a successful implementation of
business scenarios Follow these steps to use Salesforce business scenarios
Identify a business scenario that correlates to an area of your business youd like to enhance
Review the capabilities within each scenario Capabilities form the building blocks in specific areas such as marketing sales or service
Assess the maturity levels of your organizations business capabilities Use capability levels to understand your level of maturity in
each area and what the next level of maturity looks like
To understand how your business can improve in each area of capability review the best practices
Review solutions recommended for each scenario Different solutions are recommended at different levels of capability to help you
provide quick time to value and to plan for future enhancements as you increase your maturity
Define a roadmap to build out your organizations functionality
To arrange a Business Capability Maturity Assessment contact your Success Manager or Account Executive
Employ Sales Agreement and AccountBased Forecasts
Head off account attrition increase revenues and reduce costs by building more reliable sales forecasts for new and runrate business
Streamline the Lead to Quote Experience
Drive growth and improve manufacturing margins by orchestrating sales service and marketing to streamline customer experiences
throughout the sales cycle
Elevate Partner Management
Create dynamic partner BB relationships and optimize dealer distributor and reseller performance with a unified platform that
delivers realtime support and insights
Modernize Commerce
Use online selfservice BB Commerce portals and automation to drive growth increase efficiency and retain customers
Deliver Intelligent Field Service
Allow BB field technicians to provide superior service and build strong customer relationships with a unified platform and actionable
realtime information
Customer Guide for Discrete Manufacturing
Employ Sales Agreement and AccountBased Forecasts
Employ Sales Agreement and AccountBased Forecasts
Head off account attrition increase revenues and reduce costs by building more reliable sales forecasts for new and runrate business
Forecasts created with data from across supply chain inventory and pipeline management give sales and operations personnel deeper
insight on which to base sales service and marketing decisions Better forecasts also improve your companys ability to more accurately
monitor account health and handle endangered accounts With better collaboration between sales service and operations your company
meets more customer commitments and benchmark performance across teams
Products
These products can help you deliver a transformed customer experience
Manufacturing Cloud
CRM Analytics
Mulesoft
Salesforce CPQ
Solutions
Choose from Salesforce recommended solutions divided into three levels of complexity Put together a roadmap to build out more
mature capabilities over time Find solutions that your business is ready for right now
Beginning
Surface Insights with AccountBased Forecasts
Set Up and Configure Manufacturing Cloud
Get the Most Out of Forecasting
Track Sales Compliance with Sales Agreements
Deploy CRM Analytics for Manufacturing
Convert Growth Plans into Measurable Targets
Get Started with Enterprise AI Overview video
How AI Can Boost Your Sales Productivity video
Intermediate
Bring Predictability to Your Manufacturing Business
Manage Manufacturing Activities
Convert Growth Plans into Measurable Targets with Account Manager Targets
Use Manufacturing Actions in Process Builder and Flow Builder
Get Near Realtime View of Your Entire Forecast with Territory Based Forecasting video
Forecast by Territory
Advanced
Einstein Opportunity Scoring
Access Your Data from Any System to Enhance Forecasting with Mulesoft APIs
Build Great APIs and Integrations with Mulesoft
Use Prebuilt Assets from Mulesoft
Turn Business Questions into AI Predictions
Customer Guide for Discrete Manufacturing
Employ Sales Agreement and AccountBased Forecasts
Quantify the Value of Your AI Predictive Model
How to create Predictions and Business Insights Toolkit
Understanding Your Scorecard Metrics and AI Prediction Quality
For more information contact your Success Manager or Account Executive
Business Capabilities
For each capability whether its undeveloped or industryleading we provide implementation information that you can use to increase
your business maturity
Sales Capabilities to Employ Sales Agreement and AccountBased Forecasts
Improve your sales operations and finance experiences with more accurate forecasting that offers clear visibility across your business
Sales Capabilities to Employ Sales Agreement and AccountBased Forecasts
Improve your sales operations and finance experiences with more accurate forecasting that offers clear visibility across your business
FORECASTING APPROACH
Implement the concepts and methods necessary for successful forecasting
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Practicing
We have a separate but dependent forecast process that uses
defined forecast categories Begin by relating forecast rollups and
actuals
Recommended Maturity Level
Optimized
Our forecasting process and cadence are maturing We use
intelligence and insights to improve prediction accuracy
Best Practices
To increase your business maturity for the capability implement these recommendations
Establish a culture that ensures effective forecasting
Align on expectations by role
Understand the relationship between pipeline management and forecasting Align on the definition of a sale
Establish the purpose of forecasting as part of strategic business planning Align on definitions of forecast categories
Understand the behavior of commit and best case over time and establish best coaching practices for subpar behaviors
Establish a consistent forecasting process based on the companys goto market strategy
Align forecast categories with opportunity stages and understand the value of subjectivity
Define your weekly snapshot and rollup cadence
Establish a process for understanding and closing the commit versus quota gap
Customer Guide for Discrete Manufacturing
Employ Sales Agreement and AccountBased Forecasts
FORECAST INSIGHTS TO ACTION
Fully integrate AI and machine learning technology to bring more certainty and visibility to your forecasts Design insights with capabilities
pulled from new and runrate business forecasts and channel needs such as identifying account planning whitespace opportunities or
optimizing demand planning with operations
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Optimized
We introduced AI and machine learning into our forecasts but
dont have a strategy for assimilating insights into business
processes and ways of working
Recommended Maturity Level
Leading
We place a priority on data and learning allowing for the
assimilation of technology in forecasting
Best Practices
To increase your business maturity for the capability implement these recommendations
Promote a culture of continued learning and an engaging environment across traditional and digital channels
Develop foundational knowledge of the data structures so that AI and machine learning can support OmniChannel crosssell
and upsell recommendations Consider recommendations in the areas of aftermarket service subscription and thirdparty
offerings
Focus on bigpicture and longterm learning instead of shortterm and single instances of accuracies or inaccuracies
Establish a methodology for closing the gap between commit and quota
Combine AI and machine learning with human predictors and recommendations that increase understanding and learning
Aim for updated and accurate data especially actuals and results to allow improved and accelerated machine learning
Generate actions based on data If insights arent providing clear next steps make adjustments
To understand results and drive accelerated learning execute next steps
CHANNEL STRATEGY APPROACH
Develop a gotomarket strategy for channels from implementation and ongoing management to optimization and rationalization
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Practicing
An annual process is in place to measure and create programs for
the channel strategy and approach with minimum necessary
stakeholder management
Recommended Maturity Level
Leading
The annual channel management planning process is collaborative
incorporating inputs from relevant crossfunctional teams and
proactively monitoring OmniChannel feedback from stakeholders
Customer Guide for Discrete Manufacturing
Employ Sales Agreement and AccountBased Forecasts
Best Practices
To increase your business maturity for the capability implement these recommendations
Measure and review channel performance regularly Forecast measure and analyze sales costtoserve and satisfaction metrics
by channel product and customer Use the results to identify areas of underperformance and overperformance
Ensure that sales leaders and sales teams have a complete view of the customer including interactions on all sales channels
Make specific plans for the organization to stay connected and responsive to crossfunctional relationships with customers
employees partners and extended communities across all channels Proactively monitor the social channels
MANAGE A DIRECT SALES CHANNEL
Run a companys customer facing sales team potentially comprising field and inside sales and virtual selling capabilities
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Optimized
We have a process to ensure that a set of activities and outputs
meets the organizations goals in an effective and efficient manner
Recommended Maturity Level
Leading
Our process creatures targets and measures to provide insights for
business value realization
Best Practices
To increase your business maturity for the capability implement these recommendations
Measure what you manage Establish sales team methodology for internal sales channels to be able to measure forecasting and
new and runrate business
Ensure that forecast owners and managers feel that they have ownership of their forecasts And ensure that theyre held
accountable for the accuracy of their opportunities and forecasts
Align on clear definitions of opportunity amount and opportunity expected close date
Link managements sales approach directly to company strategy In the sales forecasting methods account for and measure
growth from current and new customers such as runrate and new business opportunities
Align operations with sales channel management for greater efficiency and productivity
Analyze the sales process key activities and support requirements that align with the channel management
ACCOUNT AND CONTACT MANAGEMENT APPROACH
Use this process to establish roles and responsibilities Create augment govern and manage accounts
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Customer Guide for Discrete Manufacturing
Employ Sales Agreement and AccountBased Forecasts
Type
Level
Description
Minimum Maturity Level
Optimized
A multifaceted view of the customer exists in a single system
allowing account teams to collaborate because they have a full
view of the companys relationship with the customer
Recommended Maturity Level
Leading
Sales leaders use advanced analytics like customer lifetime value
and customer satisfaction to identify the highest performing
accounts Its easy to view and apply practices such as telling
techniques and similar opportunities within the account
Best Practices
To increase your business maturity for the capability implement these recommendations
Align on the roles within the account and contact management process and assign specific resources to those roles
Align on expectations by role for the account and contact management process
Establish account teams that encourage collaboration Promote a culture of continued learning and an engaging environment
across traditional and digital channels
Focus on bigpicture and longterm learning instead of shortterm and single instances of accuracies or inaccuracies
Establish a methodology for closing the gap between commit and quota
LEAD MANAGEMENT APPROACH
Use these capabilities and best practices to generate score prioritize and qualify new potential business
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Optimized
Strong alignment between marketing and sales results in high lead
conversion rates
Recommended Maturity Level
Leading
Artificial intelligence is used to drive lead management and create
an optimized seller and buyer experience
Best Practices
To increase your business maturity for the capability implement these recommendations
Leads are created and assigned to the appropriate person allowing average time to opportunity creation to decrease
Establish the right culture that ensures effective lead management
Establish a consistent lead management approach for lead entry qualification lead assignment approach sales working leads
and lead conversion
Establish a consistent lead content approach
Align on leading and lagging indicators to measure the success of the lead management process
Align on detailed reports and dashboards to measure the success of the lead management process
Customer Guide for Discrete Manufacturing
Employ Sales Agreement and AccountBased Forecasts
Determine security and access for leads reports dashboards and so on
SALES ENABLEMENT
Provide sellers with the product knowledge and selling practices to facilitate sales
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Optimized
We use cuttingedge enablement methodology such as
gamification and inapp enablement
Recommended Maturity Level
Leading
Enablement is a Csuite priority and a correlation can be shown
between enablement and performance
Best Practices
To increase your business maturity for the capability implement these recommendations
Align on the tools and processes for creating contacting and managing your accounts contacts and leads
Use enablement and training to emphasize the behaviors that are necessary to manage and gain insights from the pipeline
Educate sellers on their compensation plans and performance objectives that connect to the business goals
Determine what tools salespeople require to do their job based on role or otherwise
Create a plan for creating maintaining and sharing materials that the sales team uses
Use sales tools to provide sellers with updated customer product and industry knowledge And use sales tools to streamline
interactions between customer and seller and interactions between sales managers and sellers
SALES METHODOLOGY
Select and enable a sales methodology that guides sellers on actions that reflect the desired business outcomes Keep the sales
methodology updated based on trends such as forecasting approach and coaching by sales management
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Emerging
A process is defined but it isnt iterative and its conducted using
a static training approach
Recommended Maturity Level
Leading
A high degree of alignment and frequent iteration on sales
methodology exists among opportunity management pipeline
management and the forecasting processes
Best Practices
To increase your business maturity for the capability implement these recommendations
Customer Guide for Discrete Manufacturing
Employ Sales Agreement and AccountBased Forecasts
Ensure that a strong correlation exists between a sales methodology and sales performance Alignment on channel methodology
is key to setting realistic expectations creating clear success metrics and seeking crossfunctional executive sponsorship
Implement Paths that show each stage of the sales process Provide Guidance for Success at each stage to help users align with
the forecasting process
Update revise and review the sales methodology regularly Make accurate data forecasts that provide tips links and practices
for sales methodology
Align the default forecast categories with opportunity stages and ensure that theres a clear understanding of when and how
a forecast category can be changed
Reward accurate forecasts in the sales methodology Analyze inaccurate forecasts and target sales teams for development or
coaching
ACCOUNT PLANNING
This process helps an account team foster team selling increase customer satisfaction and decrease customer turnover using a living
account plan and business reviews
Capability Maturity
The minimum maturity level represents the most basic viable implementation Learn More
Type
Level
Description
Minimum Maturity Level
Optimized
A formal account planning process exists for the most important
accounts Account plans are living and collaborative with the
account team which serves to drive continuous goal setting and
knowledge sharing
Recommended Maturity Level
Leading
Account plans are cocreated with the customer and reflect their
highest priorities and desired outcomes A closedloop feedback
process is in place with analytics to measure the effectiveness of
the account planning process
Best Practices
To increase your business maturity for the capability implement these recommendations
Align on the benefits and cadence of account planning with programs that infuse behavior of people process and technology
Design teams for engagement paths
Consider how to integrate systems to help the organization shift to customercentric operations Optimize for these essential
practices
Renewal negotiation workflows
Accountlevel and category forecast editing
Forecast collaboration
Forecast and actuals tracking
Forecast versioning
Multiple forecasts sources
Forecast waterfall
