Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities

Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Tech Updates
February 2019 Edition

Technology Communications & Readiness
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Forward-Looking Statements
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proved incorrect, the results of, inc. could differ materially from the results
expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed
forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items
and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning
new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new
functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our
operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any
litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our
relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our
service and successful customer deployment, our limited history reselling products, and utilization and selling to larger
enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in
our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.
These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section
of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently
available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based
upon features that are currently available., inc. assumes no obligation and does not intend to update these
forward-looking statements.
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
February 2019 Topics

Product Innovation                                   System Maintenances
                                                     ●   Site Switches
●   Spring ‘19 is here!                              ●   *NEW* Continuous Site Switching
●   Salesforce for iOS and Android v18.0             ●   Plan around your Preferred Maintenance Windows
●   Field History Data Retention Now Enforced        ●   Trust Notifications
Security Enhancements                                Feature Retirements
●   TLS 1.0 for Marketing Cloud                      ●   Classic Dashboards Retiring July 1, 2019
                                                     ●   Legacy Report and Dashboards Tab will be retired
Infrastructure Improvements                              Summer ‘19
●   Instance Refreshes: NA8, NA55, NA34, NA29,       ●    Process Visualizer will be retired with Summer ‘19
    NA38, NA48                                       ●   Swing Flow UI will be retired Summer ’19
●   Best Practices for Infrastructure Maintenances   ●   Support for Internet Explorer versions 9 and 10 will
●   Upcoming Instance Refreshes                          be retired on April 5, 2019
●   Instance Refresh Events & Resources              ●   The original Territory Management module will be
●   MC Infrastructure Upgrade continues in 2019          retired Summer ‘20
                                                     ●   Customizable Forecasting will be retired in Summer
                                                     ●   Social Studio: Google retiring Google+
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Product Innovation
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Spring ‘19 is here
Key resources to get up to speed on all the new features

Release Readiness Live recordings now available                      Summer ‘19 is just around the corner!
You’ll find recordings of all our live sessions as well as bonus     Keep up with everything release-related on
sessions for Email Apps, Health Cloud, Financial Services Cloud,     the Trailblazer Community
Success Cloud, CPQ & Billing and Commerce Cloud on our      Key dates for
                                                                     Summer ‘19 will be available towards the end
                                                                     of March.

Tell us what you think and help us plan for Summer ‘19
Fill out our quick survey by February 14th and be in with a chance
to win one of 25 Spring ‘19 hoodies.

Maintain your certs
Winter ‘19 maintenance exams for the Salesforce Certified
Administrator, Platform App Builder and Platform Developer I
credentials are due by April 19, 2019. Spring ‘19 exams will be
available on April 22, 2019.
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Salesforce for iOS and Android v.18.0 Availability

What’s new in Salesforce v18.0 for iOS?
●   Switch devices much? Your active page will transfer seamlessly with
●   Use Siri Shortcuts to navigate directly to a page in the Salesforce app
●   Got list views? See them all from your mobile device starting today
●   Manage team access directly from your Accounts and Opportunities
●   Now you have more control of Chatter (edit, mute, and control who can
                                                                              Salesforce for iOS and
                                                                              Android v18.0 will be
What’s new in Salesforce v18.0 for Android?                                   available in the App Store
●   Manage user access directly from your Accounts and Opportunities          and Google Play Store
●   Now you have more control of Chatter from the Salesforce app.             during the week of February
●   Make edits and update your posts
●   Change who can view or access your Chatter posts                          11, 2019.
●   Mute Chatter posts and stop email updates that are not relevant to you
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Field History Data Retention Now Enforced

What’s changing?
● Starting with the Spring ‘19 release, Salesforce will      Review the Winter ‘19
  enforce the 18-month retention policy and begin the        release notes for more on
  process of removing field history data beyond 24 months.   this change. Read more on
  If you have data beyond 24 months that you would like to   downloading your data using
  retain, please take action well before the Spring ‘19      the Data Loader here.

What action do I need to take?
● There are two options if you’d like to retain your older
  field history data:
   ○ Option 1: Purchase Field Audit Trail (FAT).
   ○ Option 2: Download the data via Data Loader and
       add it to a custom big object.
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Security Enhancements
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
TLS 1.0 Disablement for Marketing Cloud

What’s happening?
● The final phase of the Marketing Cloud TLS 1.0           Check out the Marketing
  disablement is here! This month, Salesforce will begin   Cloud TLS Checklist to
  disabling TLS 1.0 for the inbound API (REST and          ensure you’ve taken the
  SOAP), SMTP (inbound and outbound email), and            necessary steps to disable
  other Outbound connections (http callouts, outbound      TLS 1.0.
Where can I get more information?
● Read the Marketing Cloud Disabling TLS article for
  more information.
Tech Updates February 2019 Edition - Technology Communications & Readiness - BMC Communities
Infrastructure Improvements
Instance Refreshes

To prepare for your organization’s continued growth and to keep system performance at
expected levels, we occasionally perform an instance refresh that upgrades the
infrastructure supporting your instance in our data centers.

Which instances are being refreshed and when?
●   NA8 & NA55: March 17, 2019, 02:00 – 06:00 UTC
●   NA34: March 17, 2019, 07:00 – 11:00 UTC
●   NA29, NA38 & NA48: April 7, 2019, 02:00 – 06:00 UTC

Following this type of maintenance, you will be on new infrastructure and your instance name
will change.

Read on to learn more about the new instance names, and about how to prepare for your
instance refresh.
Instance Names
Current Instance & Destination Instance

● March 17, 2019                          REMINDER: your new instance will have the
    ○   NA8 → NA104 or NA105              same release schedule and standard system
    ○   NA34 → NA129 or NA130             maintenance windows as your current instance.
    ○   NA55 → NA102 or NA103             And if you’re subscribed to Trust Notifications for
                                          your current instance, you will automatically be
● April 7, 2019                           subscribed to both new instances. After the
    ○   NA29 → NA97 or NA101              instance refresh, you may then unsubscribe from
    ○   NA38 → NA98 or NA100              the instance not applicable to you.
    ○   NA48 → NA131 or NA132
                                          Check your email communication to confirm your
                                          new instance name. After learning what your new
                                          instance name is, please continue to follow best
                                          practices and avoid hard-coded references.
Best Practices for Salesforce Core Infrastructure Maintenances
                                  *Last updated on December 4,
                                  2018* Details on slide: Salesforce IP
                                  Addresses & Ranges

                     Replace                                              Plan around
  Enable My         Hard-coded                                              System
   Domain           References                                            Maintenance
                                            IPs                            Windows

  My Domain           Updating        What are the                         Preferred
 Documentation       Hard-coded       Salesforce IP                        Salesforce
                     References   Addresses & Domains                     Maintenance
                                      to Whitelist?                        Schedule
Instance Refresh Events & Resources
Additional Resources

For more information, we encourage you to review the following resources:
●   Watch the recording of the webinar, How to Prepare for Your Instance
●   Take the Instance Refresh Readiness Assessment
●   Read over the Instance Refresh Maintenance article and attached checklists
●   Collaborate with others on the Trailblazer Community with the topic
    #MyRefresh on the Official: Salesforce Infrastructure group.
Marketing Cloud Infrastructure Upgrade

Phase 3 of the multi-phase Marketing Cloud Infrastructure Initiative continues.

This upgrade is vital to improving performance and access to the advanced capabilities of the
Salesforce Marketing Cloud. As a reminder, here’s what you can expect as we move toward
●   Upgraded infrastructure supporting Marketing Cloud solutions
●   New software and hardware
●   Improved reliability
●   Increased capacity for growth using Marketing Cloud
We intend to notify all customers of their maintenance window at least 14 days in advance.
Got questions? Join the Conversation!
Official: Salesforce Infrastructure

Join the conversation with
fellow Salesforce admins, IT
sponsors and architects!

Major topics include:
Instance or data center wide
changes, IP range changes,
Certificate changes, TLS

Links to resources like:
Infrastructure Dreamforce
Sessions, Infrastructure
Overview & Best Practices
System Maintenances
REMINDER: Planning your major Salesforce-dependent initiatives
around system maintenance windows is a Salesforce best practice.
Site Switches

Each Salesforce instance is built and maintained in two geographically separate locations.
An instance is actively served from one location (the active site) with transactions replicating in near
real-time to the other completely redundant location (the ready site). During a site switch, we switch the
active and ready sites. To see when your next site switch is, look at your instance’s maintenance
schedule on Trust.

Important Actions
 A.   Subscribe to Trust Notifications to know when site switches happen.                             Production
                                                                                                         Cluster                                  Cluster
 B.   Follow Salesforce infrastructure best practices by not restricting access to
      Salesforce IP ranges, removing hard-coded references, and by setting your
      DNS timeout value to five minutes (default setting).                              Application
                                                                                                                           Encrypted                               Application
 C.   Salesforce orgs with Live Agent should avoid hard-coded references as this can                         Data Guard
                                                                                                                           Replication     Data Guard

                                                                                                             Replication                   Replication
      impact Live Agent availability post-site switch. However, if hard-coded
      references to API endpoint URLs to Live Agent are necessary, make sure these                                               Active!
      are update after any site switch.
 D.   If you need to view your email logs after a site switch, request for your email                   Standby                                          Standby
      logs prior to the maintenance window.                                                                  DB
                                                                                                         Cluster                Ready!

For more info review the article, Site Switching Overview                                         Active Instance                               Ready Instance
Continuous Site Switching
                                                             2019 Schedule through to July 2019
Continuous Site Switching entails switching each
Salesforce instance to its ready site approximately once   Subscribe to Trust notifications for the most
every six months for maintenance, compliance, and            up-to-date information about your site
continual improvement of disaster recovery capabilities.                    switch.

For more information, review the Continuous Site            Date & Instances:

Switching article.                                          March 2, 2019 | NA21, NA32, NA37, NA54, NA67
                                                            March 3, 2019 | NA46, NA72, NA76, NA88
NOTE: We recommend subscribing to Trust notifications       April 20, 2019 | EU7, EU8, EU12, NA53
for the most up-to-date information regarding Site          April 21, 2019 | NA47, NA51, NA63, NA69
                                                            June 15, 2019 | EU14, EU15, EU16, EU17, EU18,
Switches. See the Trust Notifications slide for more        NA65, NA66, NA70
information.                                                June 16, 2019 | NA90, NA94, NA95, NA99
                                                            July 6, 2019 | AP8, AP9, Active!
                                                                                     AP14, AP15, EU13, NA61,
                                                            NA64, NA79
                                                            July 7, 2019 | NA49, NA57, NA59, NA87
                                                            This schedule is subject to change. Subscribe to Trust
                                                            notifications for the most up-to-date information.
Salesforce IP Addresses & Ranges
Recent Updates

If your company restricts web access to specific IP ranges, please take note of the following updates to the
article, What are the Salesforce IP Addresses & Domains to whitelist?

Added the following new Email IPs
Email Security Filters: -, -
Trialforce IPs:,
Chatter & Communities mail:,,,
System mail:,
Email Relay:,

Removed from Email Security Filters
- -
- -

A group of IP ranges and addresses were also updated for consistency, and to not include Trialforce IPs. To see the full detailed list of updates, see
the Revision History Table in the article.

                                   The article was last updated on December 4, 2018
Salesforce System Maintenance Schedule
      Plan your maintenance around the Salesforce Maintenance windows
System Maintenance Description                 Typical Activities                                  Comments

Sustaining the Infrastructure supporting       Security, Availability and Performance              Confirmed maintenances posted on Maintenance Calendar
Salesforce Services                            changes                                             Scheduled for the first and third weekends (Saturday or Sunday) of every
                                                                                                            UTC During                   UTC During
                        Instance                                        Pacific Time
                                                                                                           Standard Time            Daylight Savings Time

 NA34, NA40, NA42, NA46, NA47, NA49, NA50, NA51, NA52,
 NA56, NA57, NA58, NA59, NA63, NA69, NA72, NA74, NA75,
                                                               Sunday, 12:00 a.m. – 4:00 a.m.           Sunday, 08:00 – 12:00       Sunday, 07:00 – 11:00
 NA76, NA77, NA78, NA80, NA86, NA87, NA88, NA90, NA92,
     NA93, NA94, NA95, NA96, NA99**, NA129, NA130

                       Other NAx                              Saturday, 7:00 p.m. – 11:00 p.m.          Sunday, 03:00 – 07:00       Sunday, 02:00 – 06:00
                                                                                                                                                               Key Resources
                                                                                                                                                              Tip: Bookmark these!
 EU14, EU15, EU17, EU18, EU19, UM3, UM4, CS80, CS81,
                                                                                                                                    21:00 Saturday – 01:00    ★    Preferred Salesforce
CS82, CS83, CS84, CS85, CS86, CS87, CS88, CS89, CS100,         Saturday, 2:00 p.m. – 6:00 p.m.      22:00 Saturday – 02:00 Sunday                                  Maintenance article
CS101, CS102, CS105, CS106, CS107, CS108, CS109, CS110                                                                                                        ★    How is my Org
                                                                                                                                                                   Impacted during
                       Other EUx                              Saturday, 7:00 p.m.– 11:00 p.m.           Sunday, 03:00 – 07:00       Sunday, 02:00 – 06:00          Maintenance? article
                                                                                                                                                              ★    Salesforce Trust Site
AP4, AP5, AP6, AP7, AP8, AP9, AP14, AP15, CS5, CS6, CS31,   Saturday, 7:00 a.m. – 11:00 a.m. PST                                                                   - Opt-in for
CS57, CS58, CS72, CS73, CS74, CS75, CS76, CS115, CS116,                                                Saturday, 15:00 – 19:00      Saturday, 15:00 – 19:00
                          CS137                             Saturday, 8:00 a.m. – 12:00 p.m. PDT

                                                            Saturday, 8:00 a.m. – 12:00 p.m. PST
                        AP0, AP3                                                                       Saturday, 16:00 – 20:00      Saturday, 16:00 – 20:00
                                                            Saturday, 9:00 a.m. – 1:00 p.m. PDT

                       Other CSx                              Saturday, 7:00 p.m. – 11:00 p.m.          Sunday, 03:00 – 07:00       Sunday, 02:00 – 06:00
Trust Notifications
Trust Notifications - Self-subscribe

What are Trust Notifications?
Trust Notifications are near real-time email notifications regarding incidents and maintenances
posted to our Trust site,, that are available to all customers and
allow you to control your own subscription settings.

Examples of maintenances that we’ll send Trust Notifications for include:
● Site Switches
● Instance Refreshes
● Release Maintenances
● Emergency Maintenances
● Incidents

Review the Trust Notification User Guide to learn more about Trust Notifications.
Feature Retirements
Swing Flow UI will be retired in Summer ’19
What’s changing?
 ●   After the Summer ’19 release, you will no longer be able to       For more information review the
     run and/or edit/create Swing Flows. You should recreate your      Lightning Flow Trailhead
     Swing Flows in Lightning Builder. Once you recreate your          Module.
     Swing Flows, deactivate and delete existing Swing Flows.
     You can find the Swing flows listed in the Flows list in Setup.
 ●   If no action is taken after the Summer ’19 release, the Swing
     based flows will no longer run and you will receive an error in
     the application logs.
What action do I need to take?
 ●   To help guide you through this transition, we suggest you
     complete the Lightning Flow Trailhead Module familiarize
     with Lightning Flow Builder. Once you are familiar recreate
     your Swing Flows with the Lightning Builder.
Process Visualizer will be retired Summer ‘19

What’s changing?
●   With the Summer ‘19 release, Process Visualizer will be        For more information on
    retired. You will simply not be able to view a visual          Process Visualizer, click
    representation of approval processes using the Process
●    Your data and approval processes will not be impacted, nor
    will the approval process information in the Approval
    Processes pages in Setup. You may continue to
    create/edit/view your approvals processes with the Approval
    Processes pages in Setup, including using the Jump Start
    Wizard and Standard Setup Wizard.
●   No action is necessary as there is no impact to the approval
    processes themselves.
Einstein Analytics Classic Dashboards Retiring July 1, 2019

What’s changing?                                              After July 1, 2019, classic
● Starting Winter ’19, you will see an end-of-life banner     dashboards will no longer be
  on the classic designer edit screen, reminding you to       accessible via the UI or
  convert your classic dashboards. During this time, you      public REST APIs. For more
  will not be able to create dashboards in the classic        information see article.
  designer, but you will still be able to edit them and use
  the public REST APIs to retrieve, modify, and create
  classic dashboards.

What action do I need to take?
● Your users will have to convert classic dashboards to
  dashboard designer and start using the newer
  dashboard designer to create dashboards.
Legacy Reports and Dashboards Tab to Retire Summer ‘19

What’s changing?
● With the Summer ’19 release, customers using the          To familiarize yourself with
  Legacy Reports and Dashboards tabs will                   the capabilities of the
  automatically be upgraded to the Salesforce Classic       Salesforce Classic Reports
  Reports and Dashboards tab. Customers using               and Dashboards Home
  Lightning Experience will not see any changes. All        page, click here.
  customers will continue to be able to access their data
  after this date.
● Users should note that the Classic Reports and
  Dashboards Home page provides an easier way to find
  their folders, reports, and dashboards.
Support for Internet Explorer V9 and 10 Will Retire on April 5, 2019

What’s changing?
                                                           For more information read
● Support for Internet Explorer (IE) 9 and 10 will be      the Supported Browsers
  retired on April 5, 2019. After April 5, 2019, you can   help topic or the Release
  continue to access Salesforce Classic using IE9 and      Notes.
  IE10. However, Salesforce will not provide support for
  any issues you may encounter using these browsers.

What action do I need to take?
● To avoid functionality issues, we encourage you and
  your users move to a supported browser like Chrome,
  Firefox, Safari, Edge, and IE11. You can identify
  impacted users via Login History in Setup.
The original Territory Management module will be retired in Summer ’20


What’s changing?
 ●   The original Territory Management module will be retired in the     For more information on setting
     Summer ’20 release. We recommend that you migrate your              up Enterprise Territory
     users to Enterprise Territory Management                            Management, view Enterprise
                                                                         Territory Management
What action do I need to take?                                           Implementation Guide and the
 ●   To preserve all Share records for Accounts, Opportunities,          Territory Management trail
     Contacts, and Cases generated through territory rule execution,
     we advise you to export your territory and assignment data out of
     the original Territory Management module using the Data Export
     service before the Summer ’20 release.
 ●   This replacement will cover all the major functional requirements
     of original Territory Management, and includes additional
     capabilities. You can refer to the following comparison
     (Trailblazer Community login required) of the original Territory
     Management and Enterprise Territory Management modules for
     additional information.
Customizable Forecasting will be retired in Summer ’20

What’s changing?
 ●   Customizable Forecasting will be retired in the Summer ’20         For more information review
     release. We recommend that you migrate your users to               Configure Collaborative
     Collaborative Forecasts before the retirement date.                Forecasts Help topic as well as
                                                                        the Collaborative Forecasts
What action do I need to take?                                          Implementation Guide.
 ●   We strongly recommend that you and your users migrate to
     Collaborative Forecasts, and if necessary, export forecasting      For a comparison between
     data out of Customizable Forecasting before the retirement         Customizable Forecasting and
     date.                                                              Collaborative Forecasts review
 ●   This replacement covers all the major functional                   this Help topic
     requirements of Customizable Forecasting, and provides
     additional capabilities. The forecasting grid will be similar to
     that of Customizable Forecasts, and users will also be able to
     adjust forecasts and see the opportunities that make up the
Social Studio: Google retiring Google+

What’s changing?
 ●   Google has announced they will be expediting their                 You can read more about
     retirement of the Google+ platform to March 7, 2019. As a          Google’s retirement of the
                                                                        Google+ platform here.
     result, on March 1, 2019, we will be removing the ability to
     publish new content to Google+ from within Social Studio and
     our mobile app. In addition, we will no longer be providing
     new content from Google+ pages.

How will this impact Social Studio?
 ●   Between now and March 1, 2019, you will still have access to
     Google+ features within Social Studio. After this date, you will
     no longer have the ability to publish or view new Google+
     content via Social Studio. Historical content, however, will
     still be available to users.
Sandbox Migrations
Actions Required

● If your corporate network settings or email security filters restrict access to IP ranges or data
  centers, please ensure that you are including the current Salesforce IP ranges. If you
  continue to restrict access to certain IP ranges or data centers, users may be unable to
  access the sandbox following the migration.
● Review the How to Prepare for a Sandbox Migration article for steps you may need to take
  to avoid unintended service disruptions.
*NEW* Sandbox Migrations

Similar to an instance refresh, during a sandbox migration we are moving a sandbox instance to
new infrastructure equipped with the latest and greatest technology.

What sandbox instances are migrating and when?
● CS80, CS81, CS86, and CS87 on January 19, 2018, 23:00 – 00:30 UTC or 4:00 p.m. –
  5:30 p.m. US Pacific Time
● Check out the next slide to learn what customer actions required to prepare.
*NEW* Site Switches
Upcoming Site Switches

Customers on the following instances will receive an email   Review the article, Site
notification regarding their site switch:                    Switching Overview for
                                                             important actions and
● NA21 on: March 2, 2019, 9:00 p.m – 11:00 p.m. US
  Pacific or March 3, 2019, 05:00 – 07:00 UTC

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