Salesforce solution – Business Process Framework

Conformance Certification: Salesforce solution for omni-channel service in Communications
Company: Salesforce
Solution Title: Solution for omni-channel service in Communications
Solution Version: Winter ’17 Release
Frameworx Version: 16.0
Assessment Completion Date: February 2017
Detailed Certification Report: Salesforce Frameworx 16.0 Conformance Certification Report

Business Process Framework Assessment Summary

TM Forum has reviewed and approved the self-assessment of the Solution listed here against Business Process Framework (eTOM) version 16.0 processes elements. Each process element was measured using the Business Process Framework (eTOM) conformance scale.

Scope of Assessment – Business Process Framework Footprint

The following figures represent the Business Process Framework Level 2 processes (high-lighted in green) that were presented in scope for the assessment.

Operations Level 2 processes in scope for the Salesforce Assessment

The following graph represents the Business Process Framework Level 2 processes that were submitted for the Assessment and the coverage of the Level 2 processes in terms of number of Level 3 processes submitted in scope.

Level 2 processes submitted for Frameworx Conformance Assessment showing coverage for the contained Level 3 processes

Solution Conformance Summary – Business Process Framework

The following charts give an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for the Salesforce Frameworx Conformance Certification assessment.

Conformance Results Summary [1/3]

Conformance Results Summary [2/3]

Conformance Results Summary [3/3]

Solution Conformance Detailed Results – Business Process Framework

Salesforce solution for omni-channel service in Communications Frameworx 16.0 Business Process Framework Conformance Scores
L1 / L2 / L3 Process	L3 Process Score [L2 Coverage]	Comments
Customer Domain
1.3.1 – Customer Support & Readiness	[2/11]
1.3.1.1 – Support Customer Interface Management	4.0	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See detailed Level 3/Level 4 results section in Chapter 4 of Certification Report. NOTE: Level 4 process “1.3.1.1.2 – Undertake Customer Contacts Trend Analysis” was not submitted for assessment as deemed not part of the Salesforce solution under assessment. Level 4 process “1.3.1.1.1 – Ensure Customer Interface Capability” is 100% conformant.
*1.3.1.2 – Support Order Handling*	*Not in Scope*	*This process was not submitted for assessment.*
1.3.1.3 – Support Problem Handling	3.6	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See detailed Level 3/Level 4 results section in Chapter 4 of Certification Report. NOTE: Seven of the ten Level 4 processes specified under this Level 3 process were not submitted for assessment as deemed not part of the Salesforce solution under assessment. The three Level 4 processes submitted, are 100% conformant.
*1.3.1.4 – Support Retention & Loyalty*	*Not in Scope*	*This process was not submitted for assessment.*
*1.3.1.5 – Manage Customer Inventory*	*Not in Scope*	*This process was not submitted for assessment.*
*1.3.1.6 – Support Bill Invoice Management*	*Not in Scope*	*This process was not submitted for assessment.*
*1.3.1.7 – Support Bill Payments & Receivables Management*	*Not in Scope*	*This process was not submitted for assessment.*
*1.3.1.8 – Support Bill Inquiry Handling*	*Not in Scope*	*This process was not submitted for assessment.*
*1.3.1.9 – Support Charging*	*Not in Scope*	*This process was not submitted for assessment.*
*1.3.1.10 – Support Manage Billing Events*	*Not in Scope*	*This process was not submitted for assessment.*
*1.3.1.11 – Support Manage Balance*	*Not in Scope*	*This process was not submitted for assessment.*
1.3.2 – Customer Experience Management	[2/2]
1.3.2.1 – Customer Experience Maturity Assessment	4.0	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See detailed Level 3/Level 4 results section in Chapter 4 of Certification Report.
1.3.2.4 – Mapping and Analysis of Experience Lifecycles	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.4 – Customer Management	[4/4]
1.3.4.1 – Enable Retention & Loyalty	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.4.2 – Establish Customer Relationship	4.9	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). NOTE: Five of six L4 processes specified are 100% conformant. Level 4 process “1.3.4.2.1 – Verify Customer” has a minor deviation. See detailed Level 3/Level 4 results section in Chapter 4 of Certification Report.
1.3.4.3 – Re-establish Customer Relationship	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.4.4 – Terminate Customer Relationship	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5 – Customer Interaction Management	[9/9]
1.3.5.1 – Create Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.2 – Update Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.3 – Close Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.4 – Log Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.5 – Notify Customer	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.6 – Track and Manage Customer Interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.7 – Report Customer interaction	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.8 – Authenticate User	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.5.9 – Customer Interface Management	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6 – Customer Information Management	[5/5]
1.3.6.1 – Create Customer Record	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.2 – Update Customer Data	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.3 – Notify Customer Data Change	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.4 – Archive Customer Data	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.6.5 – Build a unified customer view	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.7 – Problem Handling	[6/6]
1.3.7.1 – Isolate Customer Problem	4.8	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. NOTE: Five of nine L4 processes specified are 100% conformant. The other four Level 4 processes have minor deviations. See detailed Level 3/Level 4 results section in Chapter 4 of Certification Report.
1.3.7.2 – Report Customer Problem	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.7.3 – Track & Manage Customer Problem	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.7.4 – Close Customer Problem Report	5.0	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.3.7.5 – Create Customer Problem Report	4.8	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See detailed Level 3/Level 4 results section in Chapter 4 of Certification Report.
1.3.7.6 – Correct & Recover Customer Problem	4.6	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See detailed Level 3/Level 4 results section in Chapter 4 of Certification Report.

For more comprehensive results for the overall Assessment, please access the full Certification Report in the Downloads area below.

File name	Type	Downloads
Salesforce Frameworx 16.0 Conformance Certification Report	.pdf	Download
Salesforce eTOM 1.3.1 CustomerSupport&Readiness Mapping Doc	.pdf	Download
Salesforce eTOM 1.3.2 CustomerExperienceMgt Mapping Doc	.pdf	Download
Salesforce eTOM 1.3.4 CustomerManagement Mapping Doc	.pdf	Download
Salesforce eTOM 1.3.5 CustomerInteractionMgt Mapping Doc	.pdf	Download
Salesforce eTOM 1.3.6 CustomerInformationManagement Mapping Doc	.pdf	Download
Salesforce eTOM 1.3.7 ProblemHandling Mapping Doc	.pdf	Download

Report Misuse: Frameworx conformance is an important part of enabling the communications industry maintains profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the Solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the Solution and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.