Salesforce Solution

The vendor is required to provide for the planning of a salesforce CRM solution implementation.
• CRM
o Customer focus groups
o Initial requirements documentation on process and reporting from all business areas
o Approximately 350 cases (representing about 70% of estimated cases) developed in salesforce
▪ Including criteria to determine how a case is classified, prioritized and routed, and workflows associated with each case type
o Email and survey templates designed
o Maps created for many processes of most-common service requests
o High-level training plan established
o Identification of potential future utilization of salesforce as an enterprise platform
• Knowledge
o 136 knowledge articles (representing 55% of estimated total articles) converted into salesforce platform from current external scripts
• Bylaw enforcement
o Documented requirements
o Mapped out processes and workflows
o Development of letter templates
• Technology
o Configuration of single-sign-on (SSO) for salesforce authentication utilizing microsoft Entra id
o Established security groups to manage employee access to salesforce
o Built on-premise fault tolerant integration infrastructure utilizing feature manipulation engine (FME) to support all integrations with salesforce
o Draft integration completed between salesforce and city’s utility billing software
o Configuration with city’s microsoft azure b2c tenant
o Drafts of Esri GIS layers created for salesforce consumption
- Salesforce solution implementation planning at this time
- The initial upset fee established is for this salesforce solution implementation planning only.
- Salesforce consulting partner
• Any third-party proponents must provide the city with a letter of authorization from salesforce inc.
• Indicating the proponent is actively enrolled in the salesforce consulting partner program. 
• Any proponent that is not able to provide such confirmation of their status in the program shall be rejected and receive no further consideration.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: July 14, 2025