Sales FAQ

The SUMO “Boost Program” offers an Affiliate / Reseller Agreement for entities that would like to earn commission for referrals or receive volume pricing for organizations in their network.  SUMO Scheduler pays Affiliate up to 25% per sale (or offers up to 25% discounts). The commission chart below outlines how much you will receive based upon the number of sales.

A Better Way: Static Meeting Links with Waiting Rooms

How do I prevent meeting collision?

• Zoom – Waiting Room
• Webex – Your Personal Room with Lobby / Waiting Room
• GotoMeeting – Personal Meeting Room
• Ring Central — Waiting Room

SDLC PROCESS FOR SUMO SCHEDULER

Our Product Engineering team enforces the following strict SDLC process to ensure high quality and secure software for our enterprise customers.  This process ensures our application is able to meet the demanding needs of our Fortune 500 customers from a security, scalability, and usability standpoint.

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Yes, SUMO offers special discounts for non-profits and NGOs.  To get a price quote, contact us.

Yes, SSO is fully supported.  Since SUMO is built 100% native on the Salesforce platform, SUMO is able to leverage the SSO (Single Sign-On) capabilities of the Salesforce platform.

Related Information

• TRAILHEAD: Setup Single Sign-On for Your Internal Users
• Single Sign-On Implementation Guide
• Google Search for Salesforce Single Sign On

Yes, the SUMO Online Scheduler has three different stages in the self-scheduling process that you can turn on/off the Captcha solution.

What is Captcha?

Captcha is technology that requires users to confirm they are real and not a bot.  This is important to deploy, to prevent bots from spamming you.  While it is extremely rare, if you were targeted, it could cause you to receive hundreds or thousands of fake appointments.  Therefore, SUMO includes the most powerful Captcha technology by Google.

Yes, SUMO includes the option to turn on/off a “Terms” checkbox in the Online Scheduler process, which people must check to provide electronic consent to the terms in order to proceed forward with the online scheduling / booking process.  These Terms are, of course, 100% customizable.

Related Article

• ADMIN: How to Update Terms of Service

SUMO Desktop

Your employees will use the SUMO Desktop experience, which is essentially logging into Salesforce CRM to manage scheduling.  Here you may use Advanced Search to find employees who:

• Custom Criteria – Meet any custom criteria, such as meeting a certain skill, having a certain certification, or literally any custom field attribute you define.
• Work At or Near – Enter a city, state, postal code or select a pre-defined location.
• Are Available At – Choose any day of the week, AM or PM.

SUMO also has a Find-a-Time feature, which allows additional options to find employees with availability.

SUMO Online Scheduler

Your customers or partners may use the SUMO Online Scheduler to self-schedule appointments with your staff.  If you would like them to choose who they will meet with, you can provide any filters you like, such as meeting a certain skill, having a certain certification, or literally any custom field attribute you define.  However, you also prefer to not allow people to choose who to meet with, and let the SUMO Assignment Engine perform intelligent match making based on location, availability, skills, round-robin, priority, and more.

Since SUMO is built 100% native on the Salesforce platform, our customers are able to use the Salesforce Multilingual Tools, such as Translation Workbench, to support multi-language in the employee / desktop experience.  See Salesforce Help for details.

NOTE: The SUMO Online Scheduler allows editing the labels for every page in the process, so it is possible today to create multiple Online Schedulers, one for each language you would like to support.  In addition, an administrator could clone our email templates and work flow rules, and create sets for various languages.

NEW: Ask about SUMO CEP (Customer Engagement Platform), for more details on multi-language support for both the customer and employee experiences.

SUMO currently supports Event & Class Scheduling from the SUMO Calendar:

• Create Events / Classes
• Add/Remove Participants into Locations and Rooms
• Mark Participants as No-Shows
• Auto-Send Email and Text Reminders to Participants
• And more…

NOTE: SUMO has additional support for Event / Class already scheduled on the SUMO roadmap (TBD).  Ask about SUMO CEP (Customer Engagement Platform).

Field Service apps generally are not considered competing products to SUMO Scheduler, since they cater to mobile experts who provide dispatched “field service”.   This article helps explain the differences.

SUMO Scheduler

SUMO is designed specifically to:

• Automate web conference, phone, and in person meetings across thousands of offices, retail locations, bank locations, and more.

How do SUMO and Field Service Apps differ?

• SUMO’s core feature set enables your customers and prospects to self-schedule with your employees, using our powerful Online Scheduler.
• Whereas, Field Service Apps do the reverse, by helping you dispatch (schedule) your employees to go meet with your customers.
• So if you have a dispatch team, that schedules your mobile work force to travel to meet customers in the field, typically on a Work Order basis, then Field Service Apps may be the best fit.
• However, if your goal is to allow your customers or prospects to self-schedule with your employees 24/7 from any device for web conference, phone, or in person meetings, then SUMO Scheduler is likely the best fit.
• Both solutions allow for customizations to extend their functionality to achieve more, but it’s important to understand the fundamental reason you would choose one over the other.

Field Service Apps

Field Service Apps include: Salesforce FSL (Field Service Lightning), ServiceMax, Skedulo, and more found on the AppExchange.

Field Service apps are designed for dispatching field service reps into the field to host “on location” appointments at homes or businesses, such as:

• Home Inspection
• Home Internet or Cable Installation
• Home Repair

These apps, especially FSL, generally cost 3X-4X+ more upfront (and to maintain long-term) than SUMO, since it includes work order management, gps map routing, dispatcher, and more.

SUMO is compatible with the following Salesforce Clouds:

• Sales Cloud
• Service Cloud
• Community Cloud
• Lightning Platform Cloud
• Marketing Cloud*
• Financial Cloud*
• Health Cloud*
• Non-Profit Cloud*
• Other*

*Limited functionality, please provide us your specific use case, so we may confirm if it is supported.

Yes, SUMO runs in the Salesforce Console, which works with both Sales Cloud and Service Cloud.

RELATED ARTICLE

• VIDEO: SUMO in the Salesforce Console (4 mins)

Yes, SUMO has robust solutions for all of these available.  SUMO relies on the standard *free* Salesforce sync tools to sync appointment data.  The recommended solutions are:

• Salesforce Lightning Sync for Google Calendar
• Salesforce Lightning Sync for Outlook / Office 365
• Salesforce for Outlook (older solution, being phased out)

In addition to the above, we also recommend the following 3rd party tools available on the AppExchange:

• Riva
• SmartCloud

Yes, SUMO supports Daylight Savings Time.  Appointments created before or after DST will be reflected properly on the SUMO calendar.

Yes, SUMO supports both Salesforce Classic and Lightning Experience.  Most of our new features are being built into lightning, so we recommend our customers begin to transform to lightning experience when you are ready, and we’re confident you’ll find the new enhancements beneficial.

The good news is, SUMO Scheduler is the only scheduling solution built 100% native on the Salesforce platform.  SUMO is built on top of standard salesforce objects, specifically accounts, contacts, events, and more are optional (leads, cases, etc).  We do have customers using SUMO with NPSP and we believe, so long as you are using Accounts & Contacts (or Person Accounts), you should be fine.   To be clear, however, SUMO does not maintain rigorous testing to ensure 100% compatibility with the latest version of NPSP (Non-Profit Starter Pack),  and we encourage you to install SUMO into a sandbox environment and run some simple tests first.

The short answer is, No, SUMO Scheduler does not require a Salesforce.com license.  The following options are available:

SUMO Add-On

Add-On licenses are designed for users who have a Salesforce CRM or Platform license (Enterprise Edition or greater).  Since SUMO Scheduler is built native on the Salesforce platform, these users will receive seamless access to both SUMO Scheduler -and- the world’s #1 CRM application -or- the platform.

SUMO Stand-Alone

Stand-Alone licenses are designed for users who do not have a Salesforce license. In addition to SUMO functionality, like the SUMO Calendar, Self-Scheduling Sites, Work Shifts, and more… a SUMO license also includes the following platform functions:

• Salesforce Chatter
• Mobile Apps (iOS, Android)
• Accounts
• Contacts
• Reports
• Dashboards
• Content Libraries

NOTE: A SUMO license does not include access to Salesforce Leads, Opportunities, Quotes, Cases, etc… This will require a Salesforce license.  However, if you have users that do not require access to Salesforce Leads, Opportunities, Quotes, Cases, etc… then they will only require a SUMO Stand-Alone license.

Combo

• Generally it is not possible to have a mix of add-on and stand-alone licenses in one (1) salesforce org.  Inquire for more details.

See the SUMO Trust Center for details.

You can read our Privacy Policy here.

HIPAA (Health Insurance Portability and Accountability Act of 1996) is United States legislation that provides data privacy and security provisions for safeguarding medical information.

SUMO is built 100% native on the salesforce.com platform, which maintains a comprehensive set of compliance certifications and attestations, which includes HIPAA compliance.

HIPAA compliance is a complex matter, however.  Salesforce can be configured to meet HIPAA/HITECH compliance mandates.  Salesforce uses 6 distinct data security tiers including roles, profiles, permission sets, data types, custom layouts and field level access, to manage and control HIPAA mandates related to Administrative and Technical Safeguards.  Strategic configuration and applied controls in focused areas will allow the organization to comply with HIPAA and HITECH mandates.

SUMO is priced very competitively.  Pricing depends on your requirements, if you require volume pricing, and other attributes.  To get a price quote, contact us.

Yes, our sales team offers a number of ways to evaluate SUMO Scheduler.  Contact us to learn more.

• 5-Minute Product Demo – Watch this video to get a quick overview.
• Product Demonstration – Contact us to get a custom demonstration of SUMO Scheduler.
• Test Drive – Inquire about getting access to a sandbox account to play around with.
• Free Trial – Inquire about getting a 15-day free trial.

Yes, you can allow your community users to self-schedule appointments from within a Salesforce Community.

The following table outlines SUMO Scheduler’s support for the various Salesforce Community license types.

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Yes, you may read this blog article to learn all about our support for GDPR:

• SUMO offers GDPR Compliant Tools

Basic Support

Basic Support is included standard and includes email support, which is initiated by logging-a-case.

Premium Support

Most customers purchase Premier Support, which includes:

• Email and Phone support Mon-Fri 8:00am to 5:00pm EST
• Designated Rep
• 24/7 Urgent Care Support
• And more…

File Storage

• Your SUMO Platform will include 11GB of file storage.  For each user, you will receive 2GB of file storage.
• You may purchase an additional 1GB of file storage for $20/org/mo (not per user).

*11GB will store over 1,000,000 web images or 10,000 avg. PDF files.  So, you have a long ways to go before you ever have to worry and you can always delete old files to avoid purchasing more storage.  In addition, the AppExchange marketplace offers competitive storage options, should you wish to explore these.

Data Storage

• Your SUMO Platform will include 1 GB of data storage.  For each user, you will receive an additional 20 MB of data storage.
• You may purchase an additional 500 MB of data storage per SUMO platform, for $125/org/mo (not per user).

SOURCE: Data and File Storage Limits

This SUMO Support Center includes tons of helper videos to teach you how to both administrate and use the software.  To get up and running quickly, we offer four implementation package options:

• Quick-Start Implementation Package (*We train you as a SUMO Admin to self-implement.)
• Commercial Implementation Package (Best for 60 users)
• Enterprise Implementation Package (Best for 60-120 users)
• Custom Implementation Package (Best for 60+ users with custom requirements)

All customers may email support@sumoscheduler.com anytime for free ongoing support.

• Email reminders are free. You may send an unlimited # of email appointment reminders.
• Text message and automated phone reminders start at $.10 per.  Bulk rates are available.
• EXAMPLE: On avg. a service provider may have 120 appts/week (6 appts a day). If you have 5 providers, this would be roughly 600 appointments per month, costing roughly $60/mo to send a text message reminder to each customer.

Every person whom you would like to have access to login to SUMO will need a license.  However, depending on your situation, you will decide who needs access to SUMO.

EMPLOYEE LICENSE

Most of our customers purchase a full SUMO user license for all employees who need access  to schedule or be scheduled, so they may all login, manage calendars & appointments, create & update info, manage team tasks, collaborate in groups, documents, and more.  This typically includes schedulers, employees, service providers, administrative staff, management, and more.

GHOST LICENSE

However, you may request a partial roll-out, where some users may never access the system, but they may be scheduled on behalf of and receive email confirmations.  For example, dental offices often have a team of front-office schedulers (or a call center) book appointments for the dentists.  In this scenario, the dentists may not need to login to the system.  The dentists simply communicate with the front office schedulers through-out the day to understand which appointments are upcoming.

In this scenario the “Ghost Licenses” are available for the dentists at a significantly reduced fee.

WARNING: SHARING USER LICENSES IS PROHIBITED

It is a violation of our terms of service to have two users continually login with the same login and create or update records — to avoid purchasing another user license.  In fact the system may permit two simultaneous logins with the same user license and terminate the other session randomly.

This is also not good for the business, as you will soon have an issue where you wish you knew WHO deleted something or made an error in an update, but if people are sharing a license, you will not be able to know who did it.  Therefore, for audit and accountability purposes, it’s critical.

NOTE: It is permissible to re-purpose a user license, however.  For instance, if an employee is no longer with the company, you will inactive their user license and re-assign the user license to the new person you hire to replace them.

Easy, just contact us and help us understand how many more licenses you need.  We can typically enable them within 24 hrs.