Introducing Services CPQ

[40:25]

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[Transcript]


Kelly: Hello and welcome to the FinancialForce Ready to Launch Event. We’re excited to have you join us today for introducing Services CPQ.

Before we get started, we wanted to review some of the housekeeping.

So, if you noticed, there are two Q&A sections. There’s one via this Zoom, and then there’s one on the event platform. Feel free to use both. We’ll be monitoring both. The other thing is all sessions will be available on-demand about five minutes after it ends.

Now, I’m going to turn it over to Lori Ellsworth.

Lori Ellsworth: Great. Thanks very much, Kelly.

Good morning, good afternoon, everyone. Thanks for joining us today. We’re really excited to share with you or introduce Services CPQ, and share a bit with you on the solution that’s been delivered, and where we’re headed.

I’m joined today by my colleague Ben Davies, who is the Product Manager that is leading this area of development. Some of you may have interacted with him in some of the research we’ve done for this offer. I’ll be introducing and positioning what we are going to talk about today. Introducing the solution and some of the benefits, and then I will hand off to Ben, who will get to the good stuff and show you the product live.

Just the usual. We are going to be demonstrating for you today the product that was released last week, but where we are talking about anything that is future, just the requisite disclaimer.

Right. So, let’s start with the introduction of the solution. You’ll notice very specifically the product is referred to as FinancialForce Services CPQ. Why is that? It’s because we have a very specific focus, as you might imagine given our background with Professional Services Cloud, on what we’re trying to deliver here. The focus is on allowing you to better estimate your professional services projects on the platform. Right?

So, today, many of the customers that we’ve spoken to, they’re doing a variety of things. They might be using a third-party product off-platform. Many of you are likely using a set of Excel spreadsheets that are very comprehensive, that allows individuals to go ahead and estimate things - very much sort of heroic acts. Some of you are looking to build custom capabilities on the platform.

The bottom line is, as you think about those key business processes for professional services, that sales to service collaboration and hand-off is critical. You want your services organization properly engaged in the selling process so that you’re setting yourself up for success and have an ability to deliver and provide the right outcomes to the customer. That’s what this is all about.

It’s about bringing the business process to estimate your professional services projects onto the platform, leveraging the data that already exists and is defined in PSA, and really connecting that sales-to-service process, letting you better estimate.

So, think about the sales process, where you’re on an opportunity. You’re initiating the estimating process from the opportunity. When you get in to look at the live product, you will see that we have evolved this around your ability to create estimates from scratch, to create estimates from a library of templates that you might put forward for your organization for best practices, and for the individual estimator to draw on their own library of previous estimates. All of this, about an improved and faster starting point and consistency in terms of how you are estimating the projects.

We think about an estimate as being a combination of resource requests and/or project tasks and the culmination of the two. You’ll see that come together in the demonstration. It can be either, or, or both, but we’re looking to deliver the power that lets you bring that resource role together with the task and get down to a more granular estimate.

You can look at multiple versions of the estimate, whether that is multiple versions because you are creating a best-case/worst-case ideal scenario, or because as you run the sales process you’ve gone through five iterations of the estimate as you interact with the customer and tweak and tune.

So, multiple versions of the estimates, looking at standard estimate approval processes. How can you understand the cost, the revenue, the margin of this work? Then, start to layer in things like discounting and expenses that you want to pre-configure. You’ll see all of this live.

When the estimating process is completed, there are multiple things that can happen and will fit into your business flow. The first is you want to go back to the opportunity. In particular, we are automating a step that many of our customers do manually today. That is creating the resource demand back on the opportunity. So, that is an automated process.

For those of you who have Salesforce CPQ in your business process flow or are looking to invest, we can integrate with CPQ as well. What this looks like is an ability to push that estimate into a quote line item so it can take advantage of all the goodness in Salesforce CPQ and/or participate in a quote that might include other things like products or subscription.

Finally, when that sales process has run its course and you’ve won the deal, you can take that final estimate, and it will create a starting point project. So, all of the intelligence that you have gathered in interacting with the customer built into the estimate so that the estimate is accurate and representative of what the customer is looking for automatically flows through and gives you that accelerated starting point for the project.

That’s the focus of what Services CPQ does. It connects PSA, it connects to CRM and/or Salesforce CPQ, brings that entire process onto the platform, and lets you trace it all the way through from sales to delivery. With that view of the estimate to the project, of course, there are enormous opportunities for us to evaluate your performance across that lifecycle and give you feedback on what can improve.

So, that’s a little bit about what the offer is. This is a view many of you will have some or all of the capabilities represented here, and you may have heard us introduce our Customer Success Cloud offer last week. But this is the view in terms of the customer journey. We’re introducing the Services CPQ piece today that can be leveraged with just PSA and CRM, or also bring Salesforce CPQ into the mix, and the clear and smooth hand-off to Professional Services Cloud.

None of this will probably be foreign to you. These are some of the things we hear about when we’re talking to customers, and some of the obvious challenges that organizations have, and why they are investing in solving this business problem. It’s about the time it takes to produce the estimate, the accuracy of the estimate, the visibility into the estimate across multiple people, how are we applying discounting strategies, who needs to be involved to make sure the right things are covered in the estimate. It doesn’t go to the customer, and it’s missing a big chunk of work. How do we make sure that we’re using current data? We’re not re-entering data that already exists in PSA that we’re already keeping current. How do we look at alternatives as we estimate work and make that smooth hand-off? These are some of the challenges that people are seeing today. The benefits of creating this extension to PSA, bringing this on to the platform, are pretty significant.

First of all, let’s talk about the selling process in terms of the efficiency of your selling team bringing that sales cycle velocity down. You are not sitting, waiting two and three weeks for an estimate because the right people are not engaged and they can’t get the right approvals. The process is centralized, visible. If something is hung up in the process, it’s easy to see it and get it moving.

So, we’re shortening the sales cycle. We’re being more responsive to the customer. We’re reducing the administrative or heroic efforts that the folks in your organization that are doing estimates have to go through because they’ve got multiple sources of information and multiple people they need to connect manually. So, we are improving the experience of your selling team, but - more importantly - that customer or that prospect that you are looking to serve.

The quotes are more accurate. We’re reusing templates, we’re reusing existing estimates that have proven successful in the past. We’re reusing roles and cost rates and bill rates and details by region. All the things you’ve already configured and defined to support your business in PSA, those are available for the estimating solution and can be reused. No duplication.

Single source of truth: everyone can see how many estimates, what is the current primary estimate, where are we in terms of approval, what is the content of the estimate, everyone. Sales, service, executive has one view into the process we’re driving for the customer.

Now, we think about a couple of other things that are much more relevant for professional services than any other type of product (I’ll use that term loosely) that you could sell. What you want to be able to do is to close the sale, but also to be as accurate and efficient as you can in understanding what resources will be needed to fulfill what you’ve communicated to the customer, and how quickly you can staff.

So, I know many of you will think about, “What’s the time to staff? We closed the opportunity. We don’t want it sitting for 20 days because we don’t have the ability to staff it.”

If you connect the estimating process, the selling process, to your resource capacity (as you can do with Services CPQ and PSA), you will have that information. You can build it into the communication with the customer, and you have the ability to accelerate or at least be more accurate in that time to staff and initiate the project. As I mentioned earlier, everything you learned from the customer that was built into the estimate forms the starting point for the project.

Finally, capacity and demand planning, which are top of mind for many of you. You have the ability today to put that demand at the opportunity, which we are automating as part of this process, but also your ability to look at a more granular level, and to understand six to nine months out where are your real gaps in terms of capacity and demand. By bringing this onto the platform, making it an extension of PSA, tapping into the power of PSA to understand and predict resource capacity and demand, you’re bringing this all together - and not jumping from an opportunity to an Excel spreadsheet, back to the opportunity, over to the project, and so on.

With that benefit review, I will…

Sorry, one more point I wanted to make really around why we have made the decision to invest in this. Right? I’ve touched on much of this before. It’s about that single source of truth. When we look at Professional Services Cloud or, more broadly, the entire FinancialForce portfolio, we are revolving around a single view of the customer. We are managing that sales, selling of services process, the delivery of services process, and then right into the financial management of a services organization. Now, we layer the services estimating process in to that end-to-end capability. No data needs to be moved, you don’t have to keep data consistent in other systems, you are not hoping that everyone using their offline spreadsheets is using current information

You can see that process, as I mentioned earlier. Opportunity to estimate to project, lots of opportunity to learn from looking across that view.

Immediately, we are tapping into the power in the investment you’ve already made in CRM PSA and Salesforce CPQ. You’ll see an example in the demonstration of participating in that process and sending the information back to Salesforce CPQ as well. We’re making that business process and the ability to move quickly and accurately as frictionless as possible.

We have a deep understanding of the business of services and what’s required to estimate. It is what we do. Most of you on the call are Professional Services Cloud users and were looking to continue to provide the capabilities that are really required to get the right level of estimate for a project - which is different from a product - and really enhance what we’ve already done in PSA. Let you reuse and just deliver the capability you need to estimate your services.

WIth that, I will stop sharing and hand it over to you, Ben, to take a quick look at the product.

I will just reiterate while I’m doing that, many of you are logged into the platform, and there is an ability to enter questions on the platform, which I will start to monitor as Ben is presenting. Also, if some of you end up entering questions in the chat in Zoom, I can manage both of those sources. So, please feel free, especially as you’re looking at the product, to add some questions in. If we don’t get to all of them or if there’s anything we need to follow up on, we, of course, will take that away and come back to you.

Over to you, Ben.

Ben Davies: Thanks very much, Lori.

Hi, everyone. I hope you are well. Welcome to this demo of Services CPQ. Today, I’m going to take the role of the estimator, so the one creating the estimate. Here, you’ll see we’re starting off on our Services CPQ workspace. Within this workspace, on the top left-hand corner, I can have some quick links that quickly take me through other areas of our Professional Services offering such as services billing, services delivery, project management, and resource management.

Along the top, I can also see some important metrics to me. I can see how many opportunities are closing in the next 30 days, so I can keep on top of what’s coming down the pipeline. I can see the number of draft estimates we have currently in progress. Along with that, I can see how much total net amount they are, and also the average estimated margin for those estimates. Then, finally within these cards, I can see the estimates awaiting approval. So, here we have two estimates awaiting. I can also see the total net amount for those estimates and the average estimated margin as well.

If I click “view details,” that will take me into a list view of those estimates as well.

Underneath those cards, I can now see my primary estimates in a list, along with the net amount and estimated costs for those. Each one of these, I can click into using their header. So, it’s a quick way of entering each of those estimates.

Then, on the left-hand side, I’ve got a chatter feed. Our top Chatter feed is their new template for adding training; it has been added to our estimate library. So, take a look, and we might use that in a minute.

However, I’ve just been notified that I need to go and create a new estimate for a specific opportunity. So, I’ll go into my list of opportunities, and I’ll select the opportunity that that relates to.

Here, you’ll see we’ve just got a normal opportunity available to us, and it’s progressing well, and it’s at our value proposition stage. On the right-hand side, I now have a Services CPQ tab with an estimates list below that. You’ll see that it’s currently empty, so I’ll go ahead and I’ll create my new estimate.

So, within this model, I can provide my estimate and name. I can also select an estimated start date. We’re fairly keen on this opportunity, so I’ll go for the third of November. I’ll make this our primary estimate. By making this as our primary estimate, when we create resource requests on the estimate, that will push them back to the opportunity. If you don’t have that ticked, the resource requests will just stay within the estimate for the time being.

Then, I’ll also select a template that I’d like to use as the basis of my estimate. So, here we have Phase 1 Delivery template. I can click that. Then, I’ll create. As this is currently creating, this will be pulling across those tasks and resource requests onto the estimate. So, I’ll be able to see, actually, a starting point from that template.

So, now the template is being created and we have our estimate. I can see along the top we’ve got our net amount, our estimated cost, the margin, the ability to apply a discount, the duration, and you’ll notice that the start date has been moved to the start date we’ve provided in the last screen. Then, underneath that, I can see an expense amount region practice group, our primary estimate flag, and our billing type.

I’ll just go ahead and I’ll update our billing type. So, we’re going to mark this one as a time and materials estimate for today.

Then, if we come down from our header bar, you’ll see our task manager view. Here, you can see our tasks with the roles that we’re going to be applying to that task, the start and end date, the cost amount, the billable amount, and the margin for each of those tasks. I can then go ahead and I can double-click into any one of these, and I can update the resource role just by selecting from our drop-down, and I’d like to change that to our project manager there. The hours and the start and end date will stay the same, but the bill rate and the cost rate will also be updated because we’ve used our rate card to provide (or match) the project manager and the region to provide us with the correct rate. So, I’ll go ahead and save that. That will have updated in our grid here.

If I’d like to also add another template of tasks to this view, I’ll go and add a project task from template. From here, I’m going to select the template that I know, and it’s called our “additional training module” here. If I was after another template, I could use the search, and that would also populate options. But, I’ll go ahead and select our additional training module. You’ll see that we’ve got three tasks assigned. I can use the tick boxes to go and select which ones I’d like to bring through, and which ones I’d actually like to leave off for today.

So, today, I’ll bring through two of those activities.

While that’s thinking about it, this will now add those tasks to our task manager that you saw before. When this closes - there we go. We’ll get to see our successful totals pop up, and also the tasks have just been populated onto our grid below.

I’ll just go and add a role to these so that I can start understanding the true costs.

The start and end dates will be populated, and then I can select the number of hours that I’d like. You’ll see that the rate card has already populated the bill rate and the cost rate based on our region. Then, I can go and save that.

On clicking “save,” that’s the point where our resource request is created. I’ll just do the same for this for completeness as well. So, there we have our two resource requests created for our two new activities. But I also want to add in an additional task to this, which covers the whole Phase sign-on.

So, I can just add in a quick task there, and that has created a new task for us with the dates. I can enter new dates by selecting the calendar, but only those alone at the moment. I will then go and select our role, which we use the Project Manager. The sign-off won’t too much of his time, so I’ll add 10 hours there, and I’ll and click “save.”

Once I have my project tasks and roles assigned, I’m now at the point where I’m thinking, “Oh, can I amend their financials slightly?” One of the ways we do that is by selecting a different region to supply one of the roles from that might be cheaper or differently priced. So, actually, here, I’ve got my management consulting BI. We have a business analyst. If I click in there, you’ll see that our region is currently a global region. I’ll go and select a different region that I’d like to staff from. You’ll see once I’ve updated that, the bill rate and cost rate have also updated to match that region cost. You’ll see, also, that the cost amount there has also changed to match that as well.

Once I’m happy with my project tasks and resource profile, I can come back up to the top, and I can see that actually will just pop back to the opportunity. Now that I’m back in the opportunity, I can see that our estimate has been applied to our opportunity, and it is also being marked with the primary. If I go into my related lists, I can see that our resource requests have also been supplied, and we’ve now got all-new resource requests for this opportunity.

One thing I am noticing while I’m in the opportunity is, actually, where there is a quote attached. So, I’m going to push my estimate through to our Salesforce CPQ process.

So, to do that, I’m going to go back here. Before I actually push that through, I’m going to add some expenses on. So, we know that this is going to be quite a costly one for expenses because we’re going to have to travel each week. So, I’m going to add an expense amount there, which will then be added onto our net amount and amount as you’ll see.

We know that, actually, this is quite a good estimate margin for us. So, that’s within tolerance. To help with these sales conversations, I’m also going to add a discount to this global estimate. So, I’ll add in 5% for now. You’ll see that our margin how now decreased 23%, and we’ll also see the difference between the net amount and the amount. The actual discount amount has been supplied under that percentage as well.

So, now I’m at the point where I’m actually ready to push this to our quote. So, I can go ahead and select this button here. You’ll see the quote that was on the opportunity has popped up so that I can select to push to that quote. We’ll just let that think for a minute as it pushes the information through. Then, I’ll take you through, and we’ll have a look at our quote.

So, here we have the quote that we’ve just pushed the information through to. There, you’ll see the net amount. The services estimate is stored on this quote as a line item, which you’ll see here. It’s marked under a product service. So, you can click into that line item, and you can see more of a breakdown of how that cost is worked out through adding on the package total, but also the unit list prices as well there.

If I go back to our quote, and we have a look at the preview document… When it has thought about it, you’ll also see the tasks and the resource requests noted on the document. So, therefore, you’re able to use the Salesforce CPQ process to build up your quote to be sent to customers.

There we go. You can see your task with a start and end date, then you’ll be able to see your roles with the number of hours there as well.

If we go back to our estimate, I’m also able to submit this for approval using the standard Salesforce approval process. So, today, I’ll go ahead and I’ll submit this for approval. I’ll submit that, and that will follow the usual Salesforce approval process where you get the opportunity to approve or reject. While that’s happening, our estimate is now locked. So, we aren’t able to change any of the tasks or resource profiles that we’ve added.

Once that’s come back as approved, I’m then able to go ahead and this button in the top right-hand corner: create project. I’ll click that. Now, our estimate is in the queue for processing as a project. When that’s complete, we’ll see a new notification pop up at the top here, which is telling us we now have a new project available to us.

While that’s thinking about happening, we also have the option to change the region, practice, and group on the top line. You can also see where the project tasks are split down in lists, and also the resource requests that will be applied to the project. Additionally, the object details are available there for you as well.

As we just wait for that project to be created, are there any questions, Lori, while we wait?

Lori Ellsworth: Yes. Give me two seconds.

The first question, Ben, is: this organization, currently, they estimate some roles as a percentage of other roles. So, project manager hours are 15% of the consulting hours. Is there a way to handle calculations like that in estimates?

Ben Davies: There isn’t currently a way to handle that, but that’s a really good need. So, we’ll capture that one and investigate that more.

Lori Ellsworth: Great. I’ll make the call, then, tonight. I should have made this at the beginning.

So, this, obviously, our fall release, is the first release of this offer. Our focus was let’s get the capability to market that lets us track that end-to-end flow. Ben just showed it: opportunity, estimate, iterating estimate, through to project, and so on. So, the goal was to track the end-to-end flow. As we start the work we’re doing post-fall, we’re digging deeper in a couple of areas.

So, we are very open to interacting with customers. We’re really hoping that you, as customers, will start attending the third Thursday of every month release previews, where we’re showing you what we’ve built. We get feedback. Any of you that are customers that want to have one-to-one engagement to talk at a deeper level about your specific business needs, please feel free to do that through your account team, and you will get to Ben and me.

As we start to think about some of the priorities we’re working on - and I’m going to throw this out because it speaks to the next question. The next question: “Is the discount applied to the overall total or can it be broken down by line item?”

So, what Ben showed you today is your ability to apply a discount at the estimate level. Next up in the work the team is doing, we’ll be bringing that discount down to the line item level. So, your ability to apply it at the line item, we’ve talked to customers about your ability to select multiple line items. You know, all of these line items, apply 20%, and so on. So, we’re taking the discounting down to a more granular level in the estimate.

A couple of the other things we’re looking at: Ben showed you an example today of launching from the opportunity. We’ve also seen from customers who are Salesforce CPQ users that they actually want to launch that process from the quote. So, looking at various places from which to initiate the estimating process.

Another example of what we hear from customers. You saw Ben look at resource requests, tasks, bringing the two together. The next level of granularity there is your ability to contour hours across time, which some of our customers who are more mature in the estimating process are in need of doing that as well. So, that’s another example of work that’s underway.

Thinking about the estimate level, Ben showed you an example of expenses. So, we’ve seen requests for a contingency amount, other capabilities to add lump sum amounts to your estimate based on your business process.

Then, also talking to customers about what kind of deeper mapping or flexibility in mapping they would like between the estimate and the opportunity, and/or the estimate in the quote. In the example Ben showed you, we pushed the estimate total into a quote line. That certainly is one way. We’ve talked to other customers who would like literally the resource roles, if you will, pushed in as individual quote lines.

So, we’re also looking at what additional information do you want mapped and kept in sync between the opportunity and/or the quote? So, this just gives you a couple of examples of the things that we are looking at now from a development perspective, and you will see those unfold as Ben does the monthly release preview updates.

So, that was a long answer to the question that was about discounting. Today, in the fall release, the discount is at the estimate level. Coming soon, down to the line item level.

I’m just going to look here, Ben.

One of the things in our Excel sheet that we love to do in CPQ is math to translate widgets into hours. So, a customer wants X Forms and Y Configurations.

So, I guess, probably a bigger discussion, Matthew, which I’m happy to have. My first question might be around your ability to template. So, how are you choosing those X Forms, Y Configurations? Can that trigger pulling on an hours template? A bit like the example Ben showed when he went in and added the training piece, Ben, in your demo.

So, happy to have a deeper conversation about what you might be looking for and how that might be triggered between what we do and the template capability.

All right. Just one more. Okay, one more. Is it possible to have more than one services estimate pushed to the same CPQ quote?

Today, I think we just pushed the primary. Ben? Good question.

Ben Davies: Yup. Currently, we’re just looking at the primary. It is something, again, that we can have a deeper dive into to understand a bit more how we would do that in the need.

Lori Ellsworth: Yeah, exactly. So, back to how do we go deeper between the quote and the estimate. I think we’d have to understand if you have multiple estimates pushing to multiple quote lines on the same quote. Obviously doable, just something we’d have to talk through.

Okay. Another question, Ben. Sorry.

How would you handle adding passed-through costs like software licensing?

So, I don’t think we’ve looked at adding, I’ll call it, product costs at all through this capability.

Ben Davies: No, not yet. Again, that is on the roadmap to have a look at to see how they would be incorporated.

Lori Ellsworth: I would say one of the things is the use case we absolutely want to land is services estimation. On the product side, what I see most often is that customers would be using Salesforce CPQ, for example, on the product side. Which is why it’s so important to use to be able to have Services participate. But, worth a follow-on conversation, Misty.

Ben Davies: Absolutely.

I just wanted to show, as well, we’ve just finished creating our project. Here we have our nice project base created with the information that’s been brought over. You’ll see the customer revenue summary there, and also in our related lists we have created resource requests, and also our tasks have come across as well for whoever will be creating the project to build out further.

Okay. That’s the end of my demo.

Lori Ellsworth: Great. If you just maybe pop back to the slides for me, Ben. Thank you very much.

I’m not seeing any additional questions yet. I will check back in just a moment.

As I called out a moment ago, this is V1 and we’re cycling very quickly. So, please stay tuned to the once a month release previews to see the new capabilities. I know there is scalability work we’re doing. I just gave you a little bit of a glimpse into some of the next functional priorities. I know Ben is also doing some work around further sort of empowering that user experience. So, there is a lot going on. You will see this solution evolve rapidly. So, I encourage you to stay connected.

If you have questions, if you want to connect into our research effort, feel free to reach out to your account team, your CSM, and we can get that connection made for you.

No one has asked the question, but I will answer it anyway just so that everyone is very clear. This is an add-on product to PSA. Again, information is available to you through your account team if you’re interested. But the individual doing the estimating (the power user, as Ben just demonstrated), the expectation is that that person has a full PSA license as a starting point, and this is an add-on.

So, just to give you that perspective as you think about and want to have subsequent conversations.

I’m seeing one more question. Is it only one-to-one, meaning one project per quote? Are our estimates generally cover several projects.

So, in this scenario, Christine, you would have an estimate that would have a set of things going on. When it’s time to close the estimate and move on, you would create multiple projects. Ben, I don’t think that’s something we do today, but also a good…

Ben Davies: Yeah. Once again, we have thought about how we could do that. It is on our roadmap to build in, and it’s a great use case for flagging. So, thank you very much.

Lori Ellsworth: Yeah. The question, “Do you have any reports built, like understanding sold versus delivered?”

So, that’s the next step. The first step for fall was to get the end-to-end process. In addition to some of the things I just listed, the other piece that… There are two other pieces we’re thinking about. Sorry, I should have mentioned them.

The first is the analytics associated with Services CPQ. So, we have some basic metrics, as Ben just showed in the workspace. Our analytics team is engaging in this release to think about what does that look like, what kind of reports would people like to see. Absolutely one of the top things I hear is, “We closed it this way, we delivered this way, what does that look like?” So, that will be one of the things we’re looking at from an analytics perspective, from the visibility.

The second part of that is really the intelligence. Because we now understand the estimating process and what transpired, and we understand the project that resulted from it and the delivery, we’re also looking to engage across that set of data and be able to come back to you and say, “Every time you use this estimate…” This is a very simple example. “Every time you use this estimate, the project ends up 50% over budget,” or something like that. Let us serve up to you some of the things we can learn from the data that would allow you to go back and potentially tweak your estimates or tweak the process to get on the right track earlier in the process.

So, analytics and reports, yes. That’s part of the next phase, as is the kind of intelligence and what can we serve up to you to improve the process.

Thank you. I’m going to go back once more to the platform, and we’re good.

Okay. I would like to remind people that this session today is part of a broader event. For those of you that did not participate last week, last week we had the ability to present our core product offerings, our PSA fall release, ERP fall release, and we also did an introduction to the new offer called Customer Success Cloud.

Today, immediately following, Ben and I, there’s also an opportunity for you to participate. Today is the deep-dive day. The next session that’s up is a resource management deep-dive with some of our colleagues, and additional deep-dive following that. I’m sorry, I don’t know the topic, but I encourage you to look at the rest of today’s agenda.

Just a reminder that the final day of this event is tomorrow, where there are some hands-on lab opportunities for you to participate in.

All of the sessions from this Ready to Launch event are available on-demand. If you have difficulty finding them, I think you can actually go directly to our website.

Kelly, is that correct? That’s the fastest way for customers to access this?

Kelly: Yes.

Lori Ellsworth: Direct to the website, you can see all the sessions from this event on-demand.

I really appreciate people joining, appreciate the questions and the interest. Please feel free to follow up if you’d like to discuss your needs or business processes one-to-one.

Thank you very much.