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Get Started with the Channel Order App

Learning Objectives

After completing this unit, you’ll be able to:

  • Describe the Channel Order App and how you can use it in your day-to-day business.
  • Describe the License Management App and how it relates to the Channel Order App.
  • Demonstrate the relationship between your contract terms, product catalog, and order.

Introducing the COA

As an AppExchange partner, you’ve built an app, released it, and refined your marketing strategy. It’s an exciting time: Prospects are starting to notice. Orders are coming in. And now you need a tool to efficiently manage all those orders. One that makes it easy to report sales to us. What can that be, you ask? Hint: It’s not a pile of sticky notes.

We’ve created the Channel Order App (COA) just for this purpose. You use the COA to create, submit, and track all your AppExchange orders. Think of it as a window. Through the COA, we can see your orders, and you can see what we’re invoicing you for.

Managing orders in the COA is straightforward, but it does require some preparation. So, grab your clipboard and get ready to answer the COA’s questions about your customers, the products you sold them, pricing, and other terms from your partner contract.

Gold clipboard

But guess what? You likely have all the answers at hand. Earlier on your path to becoming an AppExchange partner, you decided what kind of products to build and how to deliver them. Your partnership agreement with Salesforce documents those details. (And if that doesn’t ring a bell, stay with us. In the next unit, we cover how to find that info in the COA.)

Why all the prep? It’s in the name of accuracy and efficiency. When you submit an accurate order, Salesforce processes it faster, onboards customers quickly, and invoices you accurately. So be ready to share all the juicy details. You are about to become an order management superstar.

Channel Order Fundamentals

As an operations analyst, your company trusts you to submit your customer’s orders to the Salesforce Partner Operations team. Every time a customer purchases a product or requests changes (such as adding users or renewing their contract), you submit an order to Salesforce. This keeps you up to date with your revenue-sharing agreement, and the COA is your tool to accomplish that. We look at your COA orders, factor in how you have agreed to share revenue with us, and generate your invoice.

What happens when you successfully submit an order in the COA? That depends on your partner type: ISVforce or original equipment manufacturer (OEM).

ISVforce partners typically sell apps that depend on Sales Cloud or Service Cloud and that augment those clouds’ functions. ISVforce partners sell only to existing Salesforce customers.

OEM partners sell a full application that has no dependency on Sales Cloud or Service Cloud, and they sell to both existing and new Salesforce customers. Existing customers install OEM embedded apps just as they would ISVforce apps. For new customers, you deliver an org with your app installed.

If you are an ISVforce partner, order submission is the spark that sets billing and revenue sharing in motion. If you are an OEM partner, order submission also sets provisioning in motion. OEM partners selling to new customers must provision an Embedded Edition license to all your app’s users. Licenses dictate who can use your product and for how long. The embedded license gives your customers access to the Salesforce platform your app is built on.

As a member of our Ohana and partner community, you build apps using Salesforce infrastructure resources, and we cheer you on every step of the way. As our partner, you’ve agreed to share your revenue with us. Take a moment to look at your orders and smile. They reflect your success and the success of our partnership.

License Management App

As we mentioned, licenses are the gatekeepers that control access to your app. If you distribute your app in a managed package, you need a powerful tool to manage your customers’ licenses. Enter the License Management App (LMA).

The LMA is the source of truth about customer licenses. When your customers install a package in their org, that triggers creation of their license. You use the LMA to add or remove access. The changes you make in the LMA change the license record in the customer’s org. For a deeper dive into using the LMA, check out the App Licensing and Customer Support for AppExchange module.

Regarding licenses, it’s all very Las Vegas: What happens in the LMA stays in the LMA. The changes you make in the LMA do not propagate to the COA. It’s your job to keep the two in sync, for every change you make in the LMA, submit a corresponding order in the COA.

Contract Terms and Product Catalogs

The road to becoming an order management superstar is paved with golden contract terms and product catalogs. They identify the products you can sell and when and how you can sell them to your customers. Contract terms apply to all your company’s sales. Your product catalog contains the list of products you can sell under your contact, the associated revenue-sharing details, and any special terms. Product catalog terms apply only to products in the catalog. Your partnership agreement documents these terms, and you can view them in the COA.

Let’s start by looking at contract terms.

Name Description Details
Program Type ISVforce or OEM If you’re both an ISVforce and OEM partner, you have separate contract terms and product catalogs for each.
Default Currency Currency for transactions The currency listed in your product catalog. If you transact in multiple currencies, you have separate contract terms and product catalogs for each.
Default Contract Length (months) Number of months the contract is in effect The duration of the contract between you and your customer. This length varies by product and is specified in the product catalog.
Default Contract Auto Renew Policy for renewal of a contract at the end of the default contract length If it is set to yes, the contract automatically renews at the end of the initial term unless you submit a cancellation order. If it’s set to no, the contract doesn’t automatically renew. To continue service, submit a renewal order. It varies by product and is specified in the product catalog.
Default Renewal Length (months) Upon renewal, the number of months the contract is in effect The duration of the contract between you and your customer upon renewal. It varies by product and is specified in the product catalog.
Default Cancellation Terms (days) Number of days required for notification of cancellation before contract renewal date Cancellations take effect on the renewal date. For contract cancellations, you must notify Salesforce in advance. It varies by product and is specified in the product catalog.
Allow auto renew override? Indicates whether you are allowed to override the default renewal terms of the contract If override is set to yes, you can modify the default terms of the contract for specific customers. It is negotiated as part of your partnership agreement.
Default Billing Frequency (months) Frequency of invoicing by Salesforce How often Salesforce invoices you.

You can see that your partner contract terms dictate sales contract creation, renewal, and billing. You’re off to a great start. Now let’s explore the product catalog terms that Salesforce uses to calculate your invoice.

Name Description Details
Pricing Type The revenue sharing you’ve agreed to for the product: fixed or percentage net revenue (PNR) Fixed price is a flat rate. PNR is a percentage of the price you charge your customer.
Fixed Price Monthly flat rate Applies only to fixed price products
PNR PNR of the customer price you owe to Salesforce Applies only to PNR products
Pricing Unit How you sell the product: per org or per user Org products are priced and sold on a per-org basis. User products are priced and sold on a per-user basis. It is an important distinction when you’re entering order quantity.
Product Special Terms Any special terms from your partnership agreement governing how you can sell the product or how customers can use it. Example: A cancellation order must be received 10 days before contract renewal date to go into effect on that renewal date.

To avoid bumps on the order management road, know your terms and products. They’re your maps to navigate the COA and keep your orders accurate.

Feeling like you need a magic decoder to understand how to apply these terms to your orders? We decrypt everything starting in the next unit.

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