PartnerConnect Version 2017 Handbook EN - Long - V4

PartnerCONNECT –
Manual for Partners
External Manual for Resellers and Distributors

Introduction to PartnerCONNECT
Definition and Benefits
What is Salesforce.com and PartnerCONNECT…
• Salesforce.com is a cloud application providing access to customer

and partner data anytime, anywhere …
• PartnerCONNECT is the extension for our partner’s salesforce and
is very easy to use to manage relationship with your customers and us!
• Log in from any computer with internet access via our partner portal
under Program & Tools > Partner Tools - unify.com/partnerportal
Benefits
• Provides a global tool to support common processes between
you as the partner and us as your supplier
• Increases visibility, communication and information-sharing
• Saves you time: view, plan and monitor your customer-related
activities in one place
• Rich source of ‘live’ data – if you & we always keep it up to date!
• Allows a better working relationships with your customers
• Allows a better cooperation with us as your supplier
Copyright © Unify Software and Solutions GmbH & Co. KG 2016 2
PartnerCONNECT – Functionalities
Close and efficient cooperation depend on data quality!
PartnerCONNECT Functionality for Partners

• Register new deals through our Deal Registration Program
• Request special bid support for Special Bid Approval standardized and
online (Distributor and T1 Reseller only)
• Manage all opportunities and contacts in a central place
• View own company account as well as your customer accounts
• Visibility to reseller landscape via reports (Distributor only)
• Transparency of Partner Program status, including approved level and contract status
• View own and your company’s certification details
• By keeping all data up-to-date via PartnerCONNECT, partners will be able to

• Optimize the use of our limited sales support resources
• Accelerate our common sales cycles
• Increase their opportunity to win more deals
Agenda
• Introduction to PartnerCONNECT
• Chapter 1: Access & Navigation
• Chapter 2: Accounts
• Chapter 3: Contacts
• Chapter 4: Partner Deal Registration
• Chapter 5: Opportunity
• Chapter 6: Special Bid Approval (Distributor and T1 only)
• Chapter 7: Certification
• Chapter 8: Reports
• Chapter 9: Support Cases

Record Types & Terminology
Record/Icon Description
Partner Deal Sales prospects derived from your own sales and marketing
activities that are already pre-qualified by you as partner.
• Track and qualify your deals within PartnerCONNECT to
register them for our deal registration program.
• This will add them to our sales pipeline and in return you can
become eligible for program benefits (varying per region!).
• The deals are evaluated by our deal desk against the program
rules and converted with approval/denial into opportunities.
• Note that only approved partner deals are eligible to request
program benefits like bid support (Special Bid Approval).
Account Interested parties, customers, competitors, and partners of your

or our organization.
• We focus in PartnerCONNECT on your own partner account
and your customer accounts.

Record Types & Terminology
Record/Icon Description
Contact Information about the individuals associated with your Accounts.
• We differentiate mainly between partner employees as
contacts of your own account and customer contacts.
Opportunity Information on sales projects/registered deals you want to track.

• Amount, Close Date, Products, Stage and Probability are the
most critical information and must be updated regularly!
• Allows better insight into our common channel business
Product Individual items that you offer to your customers.

• After conversion of a lead/deal to an opportunity you need
to select the respective products, and associate a price and
quantity.
• This ensures that resulting amount of the opportunity will
add to our sales pipeline and can be segmented per product
category!

Data Sharing Model
Data Access and Visibility

• As PartnerCONNECT user you are able to view owned or assigned records.
• All PartnerCONNECT users can see:
• Overall Company & Address information
• Program Status
• Certification Overview
• Own Company’s Discount & Contract Information
• Certificates you own
• Partner Deals you own/ you created
• Opportunities you are part of the Opportunity sales team
• Accounts you are part of the account team
• Partner Users can edit Accounts and Opportunities according to granted read/write
rights in the account team/ opportunity sales team
• If there are multiple users per company, we can setup a company role hierarchy
• Partner Users can see all records owned by someone who is below them in the
company role hierarchy (Executive  Manager  User)
• Partner “Super Users” can see all data across the company

Data Sharing Model
Company Hierarchies
• If there multiple sites for a company, we can setup a company hierarchy
• The company hierarchy is defined by the “Main Partner Account” relationship
• Within a parent or child company the company role hierarchy defines who can see
what data
• All Partner “Super Users” and Parent Company “Executives” from a company
hierarchy can see
• Individual Partner Certificates
• Partner Deals
… across all companies that belong to the hierarchy

Chapter 1: Access & Navigation
Key topics covered in this chapter
Deliverables of this section
• Logging into PartnerCONNECT

1. Home - Page Components
• Main Navigation
• Global Search
• Profile Information
• Company Information
2. Tabs – List Views

Chapter 1: Access & Navigation
Access to PartnerCONNECT via our partner portal
• Selected PartnerCONNECT users of your partner organization will be setup

in our salesforce.com CRM tool and in our partner portal.
• To access PartnerCONNECT you need to log onto our partner portal and
navigate to the Program & Tools > Partner Tools section.
• Via our Single Sign On (SSO) mechanism you will be directly logged onto
PartnerCONNECT

Chapter 1: Navigation
Homepage provides different navigation layers
(1) Homepage – Components
• Main Navigation
• Global Search
• Profile Information
• Company
Information
• Messages &
News

Access key topics through Home Page tabs
(1) Homepage – Main Navigation

• Use the tabs shown in the Navigation bar to access the main topics
• The navigation bar is shown on every page in PartnerCONNECT
and allows you to easily switch between different navigation Items
• The Home Symbol in the Navigation bar gives you the option to go back to
the Homepage

Search for every record in PartnerCONNECT
(1) Homepage – Global Search
• Use the Global Search on top of the screen to search for any record in
PartnerCONNECT, e.g. Opportunities, Accounts, Contacts
• You can filter down the results by choosing the correct tab in the search
results

Keep your user data up-to-date and select personal settings
(1) Homepage – Profile Information

• To update your user preferences, and ensure correct user data e.g., email,
language settings click on ‘My Profile’ in the top right corner of the page.
• Please ensure to update user data also in our partner portal under
“Administration” > “General User data”.
• Due to Single Sign On from Partner Portal no password is required

View your Company‘s account
(1) Homepage – Company Information
• View your own account information, including Address information, Unify

Partner Program status, Certification Overview, Contacts
• Access this information on PartnerCONNECT homepage via
the link „My Account“ under the Profile header below your Name

View your Status in the Unify Partner Program
(1) Homepage – Company Information – Partner Program Status

• On your own Company Account
you can find your Company’s
Approved Specialization Level in
the Unify Partner Program
• Please consider the “valid from”
and “valid until” dates for your
Approved Level
• Under “Partner Certificate
Overview” you can access all
details about your company’s
certification level
• In order to change your Level in
the Unify Partner Program, ask
your Partner Manager to start a
new Partner Audit

Predefined views for easier handling of main navigation items
(2) Tabs – List Views

• Available for all Main Navigation Topics
• Pre-defined criteria to display specific records important for daily work
• Select a view from the drop-down list to see a list of related results

Chapter 2: Accounts
1. Account Record Relationships

2. Partner Accounts (Reseller & Distributor)
3. Customer Accounts
4. Find Accounts

Chapter 2: Accounts
Accounts as CRM backbone and clue for opportunities and contacts
(1) Account Record Relationships

• An Account is a company we do business with
• Partners, Distributors
• Prospective, existing, and former Customers
• The Account record captures all the business critical information
about these companies
• Accounts are the “backbone” of information in our joint CRM
(Global ONE & PartnerCONNECT)
• Clue for opportunities and contacts

Chapter 2: Accounts
Partner Accounts
(2) Account Type “Reseller & Distributor”

• Account master data for your own partner account as Reseller/Distributor is
provided and managed by your Channel Account Manager (CAM)
• You will have only read access to your account master data
• View data under link „My Account“
• Request updates of your company data via CAM or Support Case
• You will be able to create new employees as contact
• Certificates will be uploaded by Unify Academy interface
• Specialization Level will be updated by Unify Partner Governance
• Distributor users have access to view all active Unify Reseller Accounts in
PartnerCONNECT, including their current Specialization and Pricing Level
• Reseller users can only access their own Reseller company Account

Chapter 2: Accounts
Customer Accounts
(3) Account Type “Customer”

• Customer Accounts are owned by the responsible Unify Account Manager
as accounts are the heart of our CRM system and aligned with our SAP
system
• You can not create new accounts on your own. Submit deals for new
accounts to our deal desk which will then create the respective new account
on your behalf. For your existing accounts you can also register deals
through the Deal Desk.
• Please note that new account creation always has to pass our Unify internal
approval process to avoid the creation of duplicates within our CRM system
• To provide you access to the account data the deal desk or the account
owner has to add you as partner employee (PartnerCONNECT user) to the
Account team
• This provides you access to the customer’s master data and contacts. As a
partner you can not change the account master data, but only request
changes to the Unify Account Owner.

Chapter 2: Accounts
Manage account data and use related lists in PartnerCONNECT
(4) Find Accounts – Using Reports & List Views

• There are different options to find an account in the system:
• Use the Global Search
• Use the List Views
• Use Reports
• You own Account can be accessed via the “My Account” Link under the
Profile header below your Name
• Find Customer Accounts in the “Report” tab under the “Customer” category
• Find Reseller Accounts in the “Report” tab under the “Reseller” category
(for Distributors only)

Chapter 3: Contacts
1. Contact Record Relationships

2. Contact Types & Creating New Contacts
3. Find Contacts

Chapter 3: Contacts
Contacts are associated to accounts and can be managed by owner
(1) Contact Record Relationship

• Individuals associated to an Account are Contacts.
• A Contact can be associated to multiple
Opportunities for that one Account.
Contact Visibility
• Contacts can be viewed and edited by:
• Account Owner and Contact Owner
• Anyone above the account owner in the role
hierarchy and Account Team

Chapter 3: Contacts
Distinguish between Customer and Partner Employee as contacts
(2) Contact Types & Creating new Partner Contacts

• In PartnerCONNECT we differentiate between
• "Partner Employee“ and
• “Customer Account Contact“
• Customer Contacts can be created in course of the conversion of your
partner deal by Deal Desk/CAM
• Partner Contacts for your own company can be created by you in
PartnerCONNECT
• Check first if the contact is already existing under your partner account
or under Reports.
• Add new contact via “Create New Partner Employee” Link on the
Contact category under the Report tab

Chapter 3: Contacts
Add new Contacts to your Company Account
(2) Creating New Contact – Details
• Enter as much information as

possible
• Required fields *
• Name, Email, Phone and Job
information are mandatory
• Save the contact
• After saving the contact you can

find the contact on the Account’s
related list
• Go back to the contact detail to
add additional information
(e.g. additional phone numbers,
Assistant)

Chapter 3: Contacts
Use Reports und Views to find existing Contacts
(3) Find Contacts – Using Reports & List Views

• There are different options to find a contact in the system:
• Use the Global Search
• Use the List Views
• Use Reports
• Check the related list of an Account
• Find Customer and Partner Contacts in the “Report” tab under the “Contacts”
category

Chapter 4: Partner Deal
1. Deal Registration Program

2. Deal Registration Process
3. Creation and Submission of Partner Deal
4. Conversion to Account, Contact, and Opportunity
5. Update Opportunity Data

General Overview
(1) Deal Registration Program

• The Deal Registration Program rewards resellers for actively searching-out,
developing and closing new sales opportunities with products and solutions
from Unify
• Deal Registration Program allows resellers to protect their business opportunity against
Unify and become eligible for additional benefits
• The reseller must registers an opportunity to gain those benefits by submitting
“Partner Deal” via PartnerCONNECT
• For more details please check the Deal Registration Program Guide and the
Rules of Engagement within the Unify Partner Portal under Program & Tools >
Unify Partner Program
• Deals have to fulfill mandatory program criteria for approval!
• Available for accredited partners only
• Partner must hold Specialization for proposed Solution
• Registrations for Named / Global Accounts or existing Opportunities may require
approval from local or regional account management

3-Step Process
(2) Deal Registration Process

Deal Registration
• Partner completes pre-sales activities
• Partner submits deal registration with PartnerCONNECT 30 day before order
• Partner receives Email notification
Validation and Approval

• Deal Desk validates/approves request
• Partner receives result within 3 business days
Opportunity Mgmt, Close & Order

• Partner updates Opportunity (stage, probability, amount, products)
• Distributor or T1 Reseller may submit special bid request
• Reseller orders Solution

Mandatory fields and selection for existing end customer
(3) Create and Submit Partner Deal

• Leads that you pre-qualified have to be created as Partner Deals.
• You can create them under the ”Partner Deals” tab.
• Use “Confirm” to save your entered Partner Deal information
• Fill out all mandatory* fields later and before submitting the Partner Deal for approval
• Click “Submit for Approval” if you want to submit your deal for deal registration
program, after Submission the Partner Deal is locked for further editing
New Partner Deal

Deal Desk converts and CAM assigns Account/Sales Team
(4) Convert to Account, Contact & Opportunity

• Local Unify Deal Desk performs approval process on submitted Partner
Deals
• Stati: Approved, Denied (in some regions additionally: Preferred)
• Deal Desk converts Deal into an Account, Contact and Opportunity
• Approved deals may comprise benefits like protection against Unify’
salesforce or eligibility for special bid support (Special Bid Approval). See
Rules of Engagement in partner portal for details.
• Deal Desk ensures that a responsible Unify Account Manager will be
assigned as Account and Opportunity Owner
• Deal Desk (or Opportunity owner) will add the PartnerCONNECT user to
Sales Team and/ or Account to provide partner access to account and
opportunity within PartnerCONNECT.

Partner assigns products and updates data, CAM will supervise.
(5) Update Opportunity Data after Approval

• PartnerCONNECT user assigns products & prices to opportunity directly after
receiving result of deal registration approval (Use view for approved
opportunities!)
• PartnerCONNECT user updates regularly status of opportunity
(i.e. amount, stage, close date, probability)
• CAM supervises that opportunity status is up-to-date and checks if
duplicate opportunities need to be omitted from pipeline

Chapter 5: Opportunity
1. Opportunity Management Process

2. Opportunity Management
3. Tasks & Activities
4. Products & Prices

Opportunity Management is focus of PartnerCONNECT
(1) Lead/Deal-Opportunity Management Process
Plan
CRM
Understand Sell Maintain
Lead Management
Submit
Partner Deal
Create Qualifiy
(Partner) /
Lead Lead
Convert
(Unify)
Opportunity Management
Contribute to
Develop customer‘s
Create Qualify Generate Present & Negotiate & Won/Lost
Value growth or
Opportunity Opportunity Offer Propose Agree Analysis
Proposition business
expansion
Plan Understand Sell Maintain

Opportunity has to be managed by partner with CAM’s support
(2) Opportunity – Opportunity Management

• Own partner leads (Partner Deals) will be approved by local Deal Desk
and become visible as opportunity in PartnerCONNECT.
• With approval of the Partner Deal, our Deal Desk will add you as Partner Employee to
the Opportunity Sales Team
• You need to update opportunity status like Close Date, Stage, Probability, Products &
Prices etc.(in alignment with your channel manager)
• Partner deals will still be visible under approved deals. For reference Deal
Registration Information (including ID) is also stored on opportunity
• Opportunity counts to your sales pipeline -> Reliable and frequent updates crucial!
• Opportunity in higher stages (if not initially omitted) will become also visible
in your CAM’s sales forecast

Related Lists for Products, Activities, Notes & Attachments, etc.
(3) Tasks for Partner

• Leverage Tasks on the opportunity to track and manage open action items for that
project between your company and Unify
• Create a new task and assign the task to your colleagues or Unify Account Manager

Select products and prices to define the opportunity‘s amount
(4) Products & Prices

• Add Products to the opportunity to define the overall project amount of the deal (in
Alignment with your CAM)
• Add unit price and quantity for each product, this will sum up in to the total
Opportunity Amount

Chapter 6: Special Bid Approval
1. General Program Overview

2. Special Bid Process
3. Create Special Bid Request
4. Receive Special Bid Discounts

General Program Overview
(1) Special Bid Program

• Standard and volume business is transacted based on standardized pricing
reflecting the partners financial program benefits.
• This simplifies pre-sales, bidding, contracting and operational handling
processes based on a contractually fixed and easy pricing with constant price
stability.
• Despite this high degree of standardization, individual business situations
with enhanced need for pre-sales and price support can be detached from
this approach.
• Special Bid Approval (SBA) process may be applied for exceptional
competitive situations with increased price pressure.
• Unify partners can submit special pricing request via PartnerCONNECT to
their Channel Managers.
• For more details please check the Special Bid Approval Guide under
Program & Tools > Unify Partner Program

Special Bid Requests can only be opened for approved partner deals
(2) Special Bid Process
• Allows accredited T1 resellers to request special

Special Bid bid support
Approval – • Distributors have to request for their T2 resellers
Overview
• Only applicable with prior approval of deal under
deal registration program or valid existing
opportunity
• Register Deal for approval under Deal Registration

Special Bid Program upfront
Approval –
• Request in PartnerCONNECT via “new Special Bid
Process Steps
Request” button with upload of configuration file
• Receive email offer with unique SBA Request ID
• Provide SBA Request ID to apply discount either
upfront via SAP (T1 resellers) or backend
(Distributors via SOIR reporting).

Create a new Special Bid Request starting from your opportunity
(3) Create new Special Bid Request

• Start a new Special Bid Request directly from the Opportunity or from the
“Special Bid Requests” tab in the navigation bar
• You can only create Special Bid Requests for open Opportunities
• Fill out all mandatory* information and save the Request
• Attach your configuration to the Special Bid Request via the “My
Attachments” link
• Submit your request for approval to your CAM by using the “Submit for
Approval” button. This will lock your request for further editing.

Claim your Special Bid Discounts
(4) Receive Special Bid Discounts

To support our partners at the best, Unify provides two separate handling
processes to comply with the different business models of resellers and
distributors, to ensure an effective and optimized cooperation.
Unify Resellers are served up-front by

Up-front Discounts ordering at an agreed reduced purchase price
due to their general demand of project specific
supply and the reduced capital requirements
Taking advantage of leaner processes and

higher turnover rates in stock, Unify’s
Back-end Rebates Distributors deliver directly from their regularly
purchased and standard priced stock and claim
the difference to an agreed project specific
price back-end as part of their Sales Out &
Inventory Reporting (SOIR).
Chapter 7: Certification
1. Your Company’s Partner Certificate Overview

2. Individual Partner Certificates
3. Track your Certificates

See your Company‘s overall Certification Status
(1) Your Company’s Partner Certificate Overview

• You can access the “Partner Certificate Overview” of your Company from “Unify
Partner Program” section on your Company’s account
• The Overview shows your Company’s calculated Level in the Unify Partner Program
based on all Certificates your Company holds
• You can see the total number of Certificates for each Portfolio and Role

Access your own Certificate Details
(2) Individual Partner Certificates

• Every Partner User can see their own Partner Certificate Details
• As a Manager, Executive or Super User you can also see the Certificates of Partner
Users reporting to you.
• Every Partner Certificate shows the

following information:
• Portfolio
• Role
• Level
• Validity Period
• Employee who owns the
Certificate

Track your next expiring Certificates
(3) Track your Certificates

• You can access and track all your Certificates under the “Certificates” tab in the Main
Navigation bar
• You can use the list views on that page to see and open all Certificates
• Leverage the provided Report chart to check if any of your Certificates will expire in the
next months. Access the Report Details by clicking on the chart.

Chapter 8: Reports
1. Find Reports
2. Report Charts
3. View Reports Details

Chapter 8: Reports
Some predefined reports provided to support you
(1) Find Reports

• You can find all available Reports for any of the Main Navigation topics on
the related tab
• For further Reports you can access the “Reports” tab and look through the
provided Reporting categories

Chapter 8: Reports
Visualized data through report charts
(2) Report Charts

• You can click on every
Report Chart to see more
details for that Report
• View mouse-over details
by hovering over a chart
component
• Use “Refresh” button to
update the report chart
• Click “View Report” to go
to the detailed report view

Chapter 8: Reports
Adjust report filters to support your needs
(2) View Report Details

• You can access the report details by clicking “View Report” on a Report
Chart or by using any of the provided Report Links
• Use the Filter option on the top right corner of the report to modify any pre-
defined filters. Change the filter and click “Apply”.
Note: Your changes will not be saved, as all reports are available to all
PartnerCONNECT partners

Chapter 9: Support Cases
1. Contact Support for PartnerCONNECT related requests

2. Request own company data changes
3. Track your support cases

Ask questions related to PartnerCONNECT processes
(1) Contact Support

• On the PartnerCONNECT Homepage you can find Action buttons to create
new Support tickets
• Click “Contact Support” to get help on PartnerCONNECT related questions
• Select a “Partner Topic” and explain your question in the “Description” field

Ask for Updates to your Company’s Account
(2) Request Company Data Changes

• If your Company’s Account data is outdated or needs correction, please
open a ticket for “Account Data Change Request”
• Address Changes
• Company Name Changes
• Other information you cannot edit yourself
• Use the “Request Account Data Changes” button on the Homepage
• Explain your requested changes in the “Description” field

Manage and review your Cases
(3) Track your Support Cases

• You can find all your open and closed Support Cases under the “Reports”
tab in the category “Support Cases”
• From this page you can access all Cases and you can edit cases that are
not yet closed.

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PartnerCONNECT –

Manual for Partners

External Manual for Resellers and Distributors

• Salesforce.com is a cloud application providing access to customer

PartnerCONNECT Functionality for Partners

• By keeping all data up-to-date via PartnerCONNECT, partners will be able to

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 4

Account Interested parties, customers, competitors, and partners of your

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 5

Opportunity Information on sales projects/registered deals you want to track.

Product Individual items that you offer to your customers.

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 6

Data Access and Visibility

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 8

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 9

Deliverables of this section

• Logging into PartnerCONNECT

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 10

• Selected PartnerCONNECT users of your partner organization will be setup

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 11

(1) Homepage – Components

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 12

(1) Homepage – Main Navigation

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 13

(1) Homepage – Global Search

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 14

(1) Homepage – Profile Information

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 15

(1) Homepage – Company Information

• View your own account information, including Address information, Unify

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 16

(1) Homepage – Company Information – Partner Program Status

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 17

(2) Tabs – List Views

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 18

Deliverables of this section

1. Account Record Relationships

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 19

(1) Account Record Relationships

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 20

(2) Account Type “Reseller & Distributor”

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 21

(3) Account Type “Customer”

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 22

(4) Find Accounts – Using Reports & List Views

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 23

Deliverables of this section

1. Contact Record Relationships

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 24

(1) Contact Record Relationship

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 25

(2) Contact Types & Creating new Partner Contacts

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 26

(2) Creating New Contact – Details

• Enter as much information as

• After saving the contact you can

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 27

(3) Find Contacts – Using Reports & List Views

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 28

Deliverables of this section

1. Deal Registration Program

Copyright © Unify Software and Solutions GmbH & Co. KG 2016 29

(1) Deal Registration Program