Getting Started Workbook
June 14, 2016 | Author: ItconChirag | Category: N/A
Short Description
Salesforce workbook...
Description
Getting Started Workbook
Table of Contents Step 1: Prepare for Success (watch the Prepare video).......................................................................................................... 2 A.
Determine your key players............................................................................................................................................. 2
B.
Consider the type of implementation support you need...................................................................................................3
C.
Identify and prioritize your business objectives............................................................................................................... 3
D.
Define your success metrics........................................................................................................................................... 7
E.
Determine your validation approach.............................................................................................................................. 10
F.
Create your communication plan................................................................................................................................... 11
Step 2: Create the User Experience (watch the Create video)..............................................................................................12 A.
Define your sales process............................................................................................................................................. 13
B.
Set-up Users (watch the Set-up Users Video)............................................................................................................... 14
C.
Set-up Leads (watch the Set-up Leads Video).............................................................................................................. 15
D.
Set-up Opportunities (watch the Set-up Opportunities Video).......................................................................................22
E.
Set-up Activities............................................................................................................................................................. 29
F.
Utilize Chatter (watch the Utilize Chatter Video)............................................................................................................ 34
G.
Download & Leverage Salesforce1............................................................................................................................... 35
H.
Set-up Accounts (watch the Set-up Accounts Video).....................................................................................................36
I.
Set-up Contacts (watch the Set-up Contacts Video).......................................................................................................41
J.
Align Salesforce to your business.................................................................................................................................. 45
Step 3: Enable the User Experience with Data (watch the Enable video)............................................................................46 A.
Identify Data and Prepare Data for Import..................................................................................................................... 46
B.
Import Data................................................................................................................................................................... 48
C.
Manage your Data......................................................................................................................................................... 48
Step 4: Deploy and Empower your Users (watch the Deploy video)....................................................................................50 A.
Plan your training.......................................................................................................................................................... 51
B.
Drive user adoption....................................................................................................................................................... 55
C.
Track and measure success.......................................................................................................................................... 56
D.
Track achievement of business outcomes..................................................................................................................... 57
Welcome to Salesforce! This workbook was designed to help you get off to a great start and fast track your deployment in 4 steps: Step 1: Prepare for Success - define your vision, inspire your team and plan your journey. Step 2: Create the User Experience - adapt Salesforce to enable and improve your business processes. Step 3: Enable the User Experience with Data - import clean data and create valuable reports. Step 4: Deploy and Empower your Users - train, support, motivate and engage your users by driving business outcomes. You can use this workbook to capture your goals, track your set-up checklist and link to relevant Salesforce help and training. We invite you to join the Getting Started Webinar Series (http://webevents.force.com/s/success-webinars.html), where we share customer examples and proven approaches to implement Salesforce. The 4 steps in this workbook align to the 4 webinars in the series. Be sure to also join our Getting Started Community (http://bit.ly/GettingStartedSalesforce) to post questions and get answers from Salesforce, other customers and our partners.
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 1 of 9
Step 1: Prepare for Success (watch the Prepare video) Define your vision, inspire your team and plan your journey with the following activities: A. Determine your key players B. Consider the type of implementation support you need C. Identify and prioritize your business objectives D. Define your success metrics E. Determine your validation approach F. Create your communication plan
A. Determine your key players Use this worksheet to identify the people who will be critical to making Salesforce a success at your company. Individuals can have multiple responsibilities. Key Responsibilities
Key Players Sample
Executive Sponsor
Process Owner
Salesforce Administrator
Data Subject Matter Expert
Champion
Champions the project and sets the business vision for deployment.
Knows the sales process steps and maps them to Salesforce.
Sets-up Salesforce and manages it day to day.
Understands current data and owns the consolidation and mapping of data.
Serves as liaison to the users to ensure Salesforce meets dayto-day needs.
X
X
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 2 of 9
Individual 1 Individual 2
B. Consider the type of implementation support you need Determine if you are going to leverage a partner or self implement. Use the resources below to help you.
Resources to help you with Getting Started with Salesforce - Link
Recommended ways to find a partner: local user groups, your AE and/or the AppExchange - AppExchange
Resource to help successfully implement with Salesforce partners - Link
C. Identify and prioritize your business objectives Set the destination for Salesforce by defining your vision, identifying the pain points to address, capturing & prioritizing your goals and defining measurements to determine if you are achieving your goals. 1. Define your vision statement Define a clear purpose for your Salesforce initiative, drive ongoing commitment, and provide a way to measure and prove results. Questions to ask: What will your business look like in 3 to 5 years from now? What future customer needs do you want to satisfy? My Vision Statement (SAMPLE)
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 3 of 9
“Build and maintain long-term relationships with valuable customers by creating personalized experiences across all touch points and by anticipating customer needs and providing customized service.” “Customer loyalty is our highest priority.” “Provide the highest level of personalized service and give customers the communication channels they want.”
My Vision Statement
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 4 of 9
2. Identify your pain points As a preliminary step, capture the issues various groups face. My Pain Points (SAMPLE) Pain Point
Group
Need better pipeline visibility
Sales
Difficult to quantify why deals are lost to key competitors
Sales
Need a better way to track leads
Sales/Marketing
Need a way to track the ROI of marketing efforts
Marketing
Unable to track forecasted revenue from all profit centers
Management
Need ability to identify top performers in every group
Management
Limited knowledge of last time I spoke to someone; I repeat the same information
Prospect
Didn’t follow-up when promised
Prospect
My Pain Points Pain Point
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 5 of 9
Group
3. Capture & prioritize your goals and define measurements Define your goals in terms of the hoped-for solutions for each target group. Set the priority to help focus your Salesforce implementation efforts going forward. Think through the ways in which you would measure the achievement of these goals. My Business Goals & Priorities (SAMPLE) Goal
Metric
Priority
What does the executive team hope to get out of Salesforce? Identify top performers
Reps with highest revenue closed
Important
Identify top customers
Top deals by revenue
Must Have
Capture leads from the website
x% increase in leads
Nice to Have
What do the managers hope to get out of Salesforce? Better visibility into the pipeline
100% of deals are shown in Salesforce
Important
Know why key deals are lost
Count by closed lost reason
Must Have
Increase close rates
Increase close rate by x%
Must Have
Relevant reports for top management
CRM pipeline reports
Must Have
Make sure leads are not dropped
Reduce dropped leads from x to y
Important
What are the goals for your end users of Salesforce? Easy access to collateral
Document consistency
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 6 of 9
Important
My Business Goals & Priorities (SAMPLE) Goal
Metric
Priority
Ability to work “on the go”
Increase effectiveness by x%
Must Have
Get credit for work
Reduced employee attrition
Important
What are the goals for your customers related to the Salesforce solution? Know history of interactions
Higher customer satisfaction scores
Must Have
Use my time wisely
Increase close rate
Important
My Business Goals & Priorities Goal
Metric
What does the executive team hope to get out of Salesforce?
What do the managers hope to get out of Salesforce?
What are the goals for your end users of Salesforce?
What are the goals for your customers related to the Salesforce solution?
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 7 of 9
Priority
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 8 of 9
D. Define your success metrics Understand what you will use to measure the success of your Salesforce implementation across usage and data quality, user satisfaction and business performance. 1. Usage and Data Quality My Usage/Data Quality Measures (SAMPLE) Key Questions
Metrics
Are users logging in?
% of users logging into Salesforce
Are users using the application?
# accounts/contacts/opportunities created # of active licenses % of users running pipeline reports
Who is logging in most frequently?
Login leader board Hall of Fame
Are users interacting with the application?
Average # of opportunities associated to an account
Are opportunities up to date?
# of open opportunities with close dates in the past My Usage/Data Quality Measures
Key Questions
Metrics
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 9 of 9
2. User Feedback My User Satisfaction Measures (SAMPLE) User Survey Questions Is the training helping you perform your job? Have you improved lead qualification? Do you find competitor information quickly? Is collaboration helping to close deals faster?
My User Satisfaction Measures User Survey Questions
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 10 of 9
3. Business Performance My Business Performance Measures (SAMPLE) Key Questions
Metrics YTD Sales QTD Sales Win Ratio for Current & Previous Year New Business Pipeline Pipeline by Owner Lead Conversion Rates Lead Conversion Rates by Source
How is my team tracking with sales? Do I have a sufficient pipeline? What is the quality of my leads? Are we remaining engaged with our customers?
Accounts with no activities last 90 days
My Business Performance Measures Key Questions
Metrics
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 11 of 9
E. Determine your validation approach A successful implementation includes user validation and ways to gather feedback to determine if you are meeting your objectives. Think about who will be involved and what you will need for user validation. My Validation Plan (SAMPLE) Key Questions
Approach
Who will validate the Salesforce solution (consider who is most capable of testing the business processes)?
Sales Reps – John Scott, Helen Campbell Sales Managers – Ted Taylor Sales Assistants – Joe Zurich Executives – Joanne Hunt
What are my environment needs?
Test sandbox with configuration, user set-up, and small amount of data
What are the key timing considerations?
Avoid end of quarter Work around Spring Break and April conference My Validation Plan
Key Questions
Approach
Who will validate the Salesforce solution (consider who is most capable of testing the business process)? What are my environment needs? What are the key timing considerations?
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 12 of 9
F. Create your communication plan Determine the timing, owners and key topics to build enthusiasm and keep users updated on the Salesforce initiative. My Communication Plan (SAMPLE) Timing
Pre-Launch
Launch Post Launch
Key Topics Program vision Key players Business goals Note: Many of the pre-launch topics can be sharing the information you’ve captured in Step 1 of this workbook Instructions on how to access Salesforce How to get help (questions, training) User recognition User Tips/Tricks Reminder of how to get help/ask questions My Communication Plan
Timing
Key Topics
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 13 of 9
Step 2: Create the User Experience (watch the Create video) Adapt Salesforce to enable and improve your business processes by completing the following core steps: A. B. C. D. E. F. G. H. I. J.
Define your sales process Set-up Users Set-up Leads Set-up Opportunities Set-up Activities Utilize Chatter Download and Leverage Salesforce1 Set-up Accounts Set-up Contacts Align Salesforce to your business
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 14 of 9
A. Define your sales process Define the steps you go through to close a deal (i.e. your sales funnel). Define the criteria required prior to moving to the next stage. My Sales Stages (SAMPLE) Stages Lead
Enter this stage when: Individual is received through lead source, they are not a current customer and interest is not confirmed
Prospecting
Individual is an existing customer with a new opportunity
Qualification
Individual has been contacted and expressed interest
Discovery/Scoping Proposal/Price Quote Negotiation/Review Closed- Won/Lost
Interactions to understand individual needs for a particular deal are in progress Proposal/quote is getting developed Individual has proposal and has not made decision Individual accepts/rejects proposal
My Sales Stages Stages
Enter this stage when:
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 15 of 9
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 16 of 9
B. Set-up Users (watch the Set-up Users Video) 1. Set-up your role hierarchy Key Considerations Role Hierarchy What role hierarchy will ensure that your managers have access to the same data as their employees? 2. Enter Users Salesforce Users What employees would benefit with access to Salesforce?
Action Identify the roles you want to set-up based on your organization’s structure Create your role hierarchy and set-up your roles
Resources Other References: Who Sees What: Data Visibility How To’s Video
Enter users Assign users to roles and profiles
Set Up Walkthroughs: Set up a new user
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 17 of 9
C. Set-up Leads (watch the Set-up Leads Video) 1. Adjust the standard fields to match my business Key Considerations Action Lead Standard Fields Define the adjustments to What adjustments to standard fields standard fields needed using would align Salesforce to my the table below business process? Hide unnecessary fields & related lists Set required fields Update pick list values Set default values Utilize help text to guide users Premier+ reference Admin Request: Create/Modify Fields to submit case
Standard Field Name (* = required) Address Annual Revenue
Data Type
Pick list Values
Resources Set Up Walkthroughs: Adjust Lead standard fields Update Lead picklist values Use help text on Leads Other References: Guidelines for Creating Leads Customizing Lead Settings: Help Article Standard Lead fields: Help Article Configure Salesforce with Custom Fields How to update a Pick List How to change the look & feel of Salesforce
Default Value
Address Currency (18,0)
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 18 of 9
Help Text
Want Field?
Standard Field Name (* = required) Campaign Company* Created By* Description Do Not Call Email Email Opt Out Fax Fax Opt Out Industry
Data Type Lookup (Campaign) Text (80) Lookup (User) Long Text Area (32000) Checkbox Email Checkbox Fax Checkbox Pick list
Pick list Values
Default Value
-Agriculture -Apparel -Banking -Biotechnology -Chemicals -Communications -Construction -Consulting -Education -Electronics -Energy -Engineering -Entertainment -Environmental -Finance -Food & Beverage -Government -Healthcare -Hospitality
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 19 of 9
Help Text
Want Field?
Standard Field Name (* = required)
Data Type
Pick list Values
Default Value
-Insurance -Machinery -Manufacturing -Media -Not for Profit -Recreation -Retail -Shipping -Technology -Telecommunications -Transportation -Utilities -Other
Last Modified By* Last Transfer Date Lead Owner
Lookup (User) Date Lookup (User, Queue)
Pick list
-Advertisement -Employee Referral -External Referral -Partner -Public Relations -Seminar Internal -Seminar Partner -Trade Show -Web -Word of mouth -Other
Lead Status*
Pick list
-Open -Contacted -Qualified -Unqualified
Mobile
Phone
Lead Source
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Help Text
Want Field?
Standard Field Name (* = required) Name
Data Type
Pick list Values
Default Value
Help Text
Want Field?
Name
Salutation
Pick list
First Name Last Name No. of Employees Phone
Text (40) Text (80) Number (8,0) Phone
Rating
Pick list
Title Website
Text (80) URL (255)
-Mr. -Ms. -Mrs. -Dr. -Prof.
-Hot -Warm -Cold
2. Add custom fields (if necessary) Key Considerations Lead Information What additional lead information do I need to track for reporting purposes? Do I need a more robust lead scoring approach?
Action Define custom fields needed using the table below to drive reporting and decisions (common custom fields provided) Add custom fields Adjust field location Create validation rules (as appropriate)
Resources Set Up Walkthroughs: Add Lead custom fields – Other Lead Source Add Lead custom fields – Product Interest Add validation rules for Leads Other References: Configure Salesforce with Custom
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 21 of 9
2. Add custom fields (if necessary) Premier+ reference Admin Request: Create/Modify Fields to submit case Premier+ reference Admin Request: Validation Rule to submit case Custom Field Name Service/Product Interest Other Lead Source
Fields Lead Scoring: AppExchange Defining Validation Rules Examples of Validation Rules
Data Type (see Custom Field Types) Pick list Text
3. Determine your lead import approach & enter leads Key Considerations Action Manually Enter Leads No set-up required – enter Do you receive leads one at a time leads directly in Salesforce (i.e. referrals, business cards)?
Import Leads (optional) Do you purchase lists, spreadsheets? If so Set Up Web-to-Lead (optional) Do you have leads generated from websites? If so
Use Data Import Wizard to import your leads Set up Web-to-Lead
Values
References Set Up Walkthroughs: Enter Leads Other References: Guidelines for Creating Leads: Help Article Other References: Data Import Wizard Other References: Setting Up Web-to-Lead
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 22 of 9
3. Determine your lead import approach & enter leads 4. Assign Leads Manual Lead Assignment No set-up required – assign Do you have a low volume of leads? leads (single or bulk) in Salesforce Lead Queues (optional) Do you distribute leads to a group of people for selection? Lead Assignment Rules (optional) Do you use any a process or set of rules to distribute leads (i.e. regional, industry, product)? 5. Create custom list views Custom List View Are there particular fields that drive the action you want to perform (i.e. unassigned leads for ABC product interest) 6. Adapt dashboards and reports Analytics What metrics do you need to run your business? (Reference metrics you defined in Step 1: Prepare for Success)
Create lead queues
Set Up Walkthroughs: Assign Leads Other References: Assigning Leads: Help Article Other References: Creating Queues: Help Article
Create lead assignment rules Premier+ reference Admin Request: Assignment Rules to submit case
Other References: Creating Assignment Rules: Help Article Round Robin Assignment: AppExchange
Create custom list view(s)
Set Up Walkthroughs: Create Lead custom list views Other References: Creating Custom List Views: Help Article
Install Leads and Opportunity Management Dashboards from the AppExchange Adapt reports & dashboards to align to your business Share the Reports &
Other References: Lead and Opportunity Management Dashboards AppExchange Reports and Dashboards Quickstart Modify a Dashboard
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 23 of 9
3. Determine your lead import approach & enter leads Dashboards with appropriate users Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit case
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 24 of 9
D. Set-up Opportunities (watch the Set-up Opportunities Video) 1. Adjust the standard fields to match my business Key Considerations Action Opportunity Standard Fields Define the adjustments to What adjustments to standard fields standard fields needed using would align Salesforce to my the table below business process? Hide unnecessary fields & related lists Set required fields Customize standard field pick list values Utilize help text to guide users Set default values Define opportunity contact roles Premier+ reference Admin Request: Create/Modify Fields to submit case
Standard Field Name (* = required) Account Name*
Data Type
Pick list Values
Resources Set Up Walkthroughs: Adjust Opportunity Standard Fields Update Opportunity Stages Use help text on Opportunities Other References: Opportunities & Quotes – Sales Cloud Demo Create and Track Opportunities Standard Opportunity fields: Help Article Configure Salesforce with Custom Fields How to update a Pick List How to change the look & feel of Salesforce Working with Forecast Categories Viewing and Editing Contact Roles
Default Value
Lookup (Account) ©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 25 of 9
Help Text
Want Field?
Standard Field Name (* = required) Amount* Close Date* Created By* Description
Data Type
Expected Revenue Forecast Category
Currency (16,2) Date Lookup (User) Long Text Area (32000) Currency (16,2) Pick list
Last Modified By* Lead Source
Lookup (User) Pick list
Next Step Opportunity Name* Opportunity Owner Primary Campaign Source
Text (255) Text (80)
Pick list Values
Default Value
-Omitted -Pipeline -Best Case -Commit -Closed -Advertisement -Employee Referral -External Referral -Partner -Public Relations -Seminar Internal -Seminar Partner -Trade Show -Web -Word of mouth -Other
Lookup (User) Lookup (Campaign)
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 26 of 9
Help Text
Want Field?
Standard Field Name (* = required) Private Probability Quantity Stage*
Data Type Checkbox Percent (3,0) Number (16,2) Pick list
Pick list Values
Recommendation: align stages to your sales process defined above in “Define your sales process”.
Default Value
Help Text
Recommendation: add the definitions as help text as defined above in “Define your sales process”.
-Prospecting -Qualification -Discovery/Scoping -Proposal/Price Quote
Type
Pick list
-Negotiation/Review -Closed Won -Closed Lost -Existing Business -New Business
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 27 of 9
Want Field?
Opportunity Stage & Forecast Category Guidance (modify as needed to align to your business) Stage
Probability
Forecast Category
Prospecting
10%
Pipeline
Qualification
20%
Pipeline
Discovery/Scoping
50%
Pipeline
Proposal/Price Quote
75%
Pipeline
Negotiation/Review
90%
Pipeline
Closed Won
100%
Closed
Closed Lost
0%
Omitted
Contact Role Standard Values (modify as needed to align to your business) Standard Field Name (* = required) Contact Role
Data Type Pick list
Pick list Values -Business User -Decision Maker -Economic Buyer -Economic Decision Maker -Evaluator -Executive Sponsor -Influencer -Technical Buyer
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 28 of 9
2. Add custom fields (if necessary) Key Considerations Opportunity Information What additional opportunity information do I need to track for reporting purposes?
Custom Field Name Product Interest Other Lead Source Closed Lost Reason
Action Define custom fields needed using the table below to drive reporting and decisions (common custom fields provided) Add custom fields Adjust field order Add validation rules Map lead conversion fields Premier+ reference Admin Request: Create/Modify Fields to submit case Premier+ reference Admin Request: Validation Rule to submit case
Resources Set Up Walkthroughs: Add Opportunity custom field (Closed / Lost) Add Opportunity custom field (Product Interest) Add validation rules for Opportunities Map the Lead conversion fields Other References: Create Custom Fields
Data Type (see Custom Field Types) Pick list Text Pick list
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 29 of 9
Values
3. Set up opportunity products Key Considerations Opportunity products Do you want to report on product interest, sales trends and product leads? Do you want to send quotes that include line item quotes? If so, you may want to leverage products and price books.
4. Create list views Key Considerations Custom List Views Are there particular fields that drive the action you want to perform (i.e. opportunities past close date)?
Action If you are not leveraging products & price books: Hide the products related list from the opportunity page If you are leveraging products & price books: Adjust the opportunity product layout (as needed) Input your products (manual or via data load) Input your standard price book (and additional price books, as necessary) Action Create custom list view(s)
Resources Other References: Opportunity Products Page Layout Set-up Products & Pricebooks Data Load
Resources Set Up Walkthroughs: Create Opportunity custom list views Other References: Create List View
5. Create dashboards and reports ©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 30 of 9
3. Set up opportunity products Analytics What metrics do you need to run your business? (Reference metrics you defined in Step 1: Prepare for Success)
Install the Leads and Opportunity Management Dashboards from the AppExchange Adapt dashboards and reports based on your requirements Share the Reports & Dashboards with other users Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit case
Other References: Lead and Opportunity Management Dashboards: AppExchange Reports and Dashboards Quickstart Modify a Dashboard
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 31 of 9
E. Set-up Activities 1. Adjust the standard fields to match my business Key Considerations Action Activity Standard Fields Define the adjustments to What adjustments to standard fields standard fields needed using would align Salesforce to my the table below business process? Remove unnecessary fields Change field locations Set required fields Update pick list values Note: Activity Type defaults as hidden from users. Recommendation is to update profile visibility, add field to activity page layout and adjust pick list values as needed Set default values Utilize help text to guide users Premier+ reference Admin Request: Create/Modify Fields to submit case
Resources Other References: Creating Activities: Help Article Standard Task Fields Standard Event Fields Configure Salesforce with Custom Fields How to update a Pick List How to change the look & feel of Salesforce
Task Standard Fields
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Standard Field Name (* = required) Assigned To* Call Duration Call Object Identifier Call Result Call Type Comments Create Recurring Series of Tasks Created By Due Date Email Last Modified By* Name* Phone Priority* Related To Send Notification Email Status*
Data Type
Pick list Values
Default Value
Lookup (User, Calendar) Number (8, 0) Text (255) Text (255) Pick list Long Text Area (32000) Pick list Lookup (User) Date/Time Email Lookup (User) Lookup (Contact, Lead) Phone Pick list
-High -Normal
Lookup Checkbox Pick list
-Not Started -Completed -Waiting on someone
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 33 of 9
Help Text
Want Field?
Standard Field Name (* = required)
Data Type
Subject*
Pick list
Type
Pick list
Pick list Values
Default Value
Help Text
Want Field?
Default Value
Help Text
Want Field?
else -Deferred -Call -Email -Meeting -Send Letter/Quote -Other -Administrative -Call -Meeting -Presentation -Other -Email
Event Standard Fields Standard Field Name (* = required) All-Day Event Assigned To* Created By Date Description Duration Email End*
Data Type
Pick list Values
Checkbox Lookup (User, Calendar) Lookup (User) Date/Time Long Text Area (32000) Number (8, 0) Email Date/Time ©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 34 of 9
Standard Field Name (* = required) Last Modified By Name
Data Type
Pick list Values
Location Phone Private Related To Show Time As Start* Subject*
Lookup (User) Lookup (Contact, Lead) Text (255) Phone Checkbox Lookup Pick list Date/Time Pick list
Time Type
Date/Time Pick list
Default Value
Help Text
-Call -Email -Meeting -Send Letter/Quote -Other -Administrative -Call -Meeting -Presentation -Other -Email
2. Set-up Email Integration Key Considerations Email integration Do I need to synchronize Salesforce with my email provider? If so:
Action Define records to sync and direction, using the table below (recommendations included in
Resources Other References: Salesforce for Outlook My Email to Salesforce Using Gmail in Salesforce
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 35 of 9
Want Field?
2. Set-up Email Integration specs below) Complete integration set-up
AppExchange: Gmail integration
Email Integration Specifications Item
Sync
Email Tasks Events Contacts
Yes Yes Yes No
3. Create list views Key Considerations Custom List Views Are there particular fields that drive the action you want to perform (i.e. Tasks due this week)? 4. Create dashboards and reports Analytics What metrics do you need to run your business? (Reference metrics you defined in Step 1: Prepare for Success)
Direction Email provider to Salesforce Two way Two way None
Action Create list view(s)
Resources Other References: Create List View
Modify dashboards and reports based on your requirements Set up new reports and dashboards and/or install free AppExchange reports Premier+ reference Admin Request: Dashboard/Dashboard
Other References: Sales Activity Dashboard: AppExchange Reports and Dashboards Quickstart Modify a Dashboard
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 36 of 9
Component and Admin Request: Create a Report to submit case
F. Utilize Chatter (watch the Utilize Chatter Video) 1. Utilize Chatter Key Considerations Opportunity Collaboration How do your sales teams collaborate on deals?
Action Collaborate on opportunities
Chatter Groups What are groups that would foster collaboration and help run aspects of your business?
Create Chatter groups Recommended groups: 1) Salesforce Training, Tips & Support 2) Company initiative or event
Resources Set Up Walkthroughs: Collaborate on deals Other References: Chatter Quick Start Set Up Walkthroughs: Create chatter groups Other References: Create Chatter Group
G. Download & Leverage Salesforce1 1. Download & Leverage Salesforce1 Key Considerations Download & Leverage Salesforce1 How do you enable Salesforce1 to look at and edit data on your mobile
Action Have users download Salesforce1 app (via Apple AppStore or Google Play) Leverage common ways to use Salesforce1
Resources Other References: http://www.salesforce.com/salesforce1/rolloutguide/
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 37 of 9
1. Download & Leverage Salesforce1
device?
Customize Salesforce1 (optional) What additional set-up can improve the Salesforce1 experience?
View/Modify/Create Contacts, Accounts, Opportunities, Tasks Collaborate with Chatter View Reports & Dashboards
Utilize Today App Branding Page layouts Navigation menu Notifications Publisher actions
Other References: http://www.salesforce.com/salesforce1/resources.jsp
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 38 of 9
H. Set-up Accounts (watch the Set-up Accounts Video) 1. Adjust the standard fields to match my business Key Considerations Action Account Standard Fields Define the adjustments to What adjustments to standard fields standard fields needed using would align Salesforce to my the table below business process? Hide unnecessary fields & related lists Set required fields Customize standard field pick list values Set default values Utilize help text to guide users Premier+ reference Admin Request: Create/Modify Fields to submit case
Standard Field Name (* = required) Account Name* Account Number Account Owner Account Site
Data Type
Pick list Values
Resources Set Up Walkthroughs: Adjust Account standard fields Add help text on Accounts Other References: Account Overview Configure Salesforce with Custom Fields How to update a Pick List How to change the look & feel of Salesforce
Default Value
Text (80) Text (40) Lookup (User) Text (80) ©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 39 of 9
Help Text
Want Field?
Standard Field Name (* = required) Account Source Annual Revenue Billing Address Created By* Description Employees Fax Industry
Data Type
Pick list Values
Pick list Currency (18,0) Address Lookup (User) Long Text Area (32000) Number (8,0) Fax Pick list
Default Value
-Agriculture -Apparel -Banking -Biotechnology -Chemicals -Communications -Construction -Consulting -Education -Electronics -Energy -Engineering -Entertainment -Environmental -Finance -Food & Beverage -Government -Healthcare -Hospitality -Insurance -Machinery -Manufacturing -Media -Not for Profit
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 40 of 9
Help Text
Want Field?
Standard Field Name (* = required)
Data Type
Pick list Values
Default Value
-Recreation -Retail -Shipping -Technology -Telecommunications -Utilities -Other
Last Modified By* Ownership
Lookup (User) Pick list
Parent Account Phone Rating
Lookup (Account) Phone Pick list
Shipping Address SIC Code SIC Description Ticker Symbol Type
Address Text (20) Text (80) Content (20) Pick list
-Public -Private -Subsidiary -Other
-Hot -Warm -Cold
-Analyst -Press -Competitor -Prospect -Customer -Reseller -Integrator -Investor -Partner
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 41 of 9
Help Text
Want Field?
Standard Field Name (* = required)
Data Type
Pick list Values
Default Value
Help Text
-Other
Website
URL (255)
2. Add custom fields (if necessary) Key Considerations Account Information What additional account information do I need to track for reporting purposes?
Custom Field Name
Action Define custom fields needed using the table below to drive reporting and decisions Add custom fields Premier+ reference Admin Request: Create/Modify Fields to submit case
Resources Set Up Walkthroughs: Create a custom field Other References: Create Custom Fields
Data Type (see Custom Field Types)
3. Create Account Hierarchy (if necessary) Key Considerations Action Create an account hierarchy by Account Hierarchy associating existing and/or new Do you track multiple locations, Account to a Parent Account franchises, subsidiaries, etc. on an If loading accounts, include a Account? If so:
Values
Resources Other References: Account Hierarchy
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 42 of 9
Want Field?
3. Create Account Hierarchy (if necessary) column with the parent account ID and map that to the Parent Account field in Salesforce 4. Create custom list views Account Views Are there particular fields that drive the action you want to perform (i.e. Customer Accounts, Competitor Accounts)?
Create custom list views
Set Up Walkthroughs: Create Account custom list views Other References: Creating Custom List Views: Help Article
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 43 of 9
I. Set-up Contacts (watch the Set-up Contacts Video) 1. Adjust the standard fields to match my business Key Considerations Action Contact Standard Fields Define the adjustments to What adjustments to standard fields standard fields needed using would align Salesforce to my the table below business process? Hide unnecessary fields & related lists Set required fields Set default values Utilize help text to guide users Premier+ reference Admin Request: Create/Modify Fields to submit case
Standard Field Name (* =
Data Type
Pick list Values
Resources Set Up Walkthroughs: Adjust Contact standard fields Add help text on Contacts Other References: Contacts Overview Configure Salesforce with Custom Fields How to update a Pick List How to change the look & feel of Salesforce
Default Value
required)
Account Name Assistant Asst. Phone Birthdate
Lookup (Account) Text (40) Phone Date ©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 44 of 9
Help Text
Want Field?
Standard Field Name (* =
Data Type
Pick list Values
Default Value
required)
Contact Owner Created By* Department Description Do Not Call Email Email Opt Out Fax Fax Opt Out Home Phone Last Modified By* Last Stay-InTouch Request Date Last Stay-InTouch Save Date* Lead Source
Lookup (User) Lookup (User) Text (80) Long Text Area (32000) Checkbox Email Checkbox Fax Checkbox Phone Lookup (User) Date/Time
Date/Time Pick list
-Advertisement -Employee Referral -External Referral -Partner -Public Relations -Seminar Internal -Seminar Partner -Trade Show -Web -Word of mouth
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 45 of 9
Help Text
Want Field?
Standard Field Name (* =
Data Type
Pick list Values
Default Value
required) -Other
Mailing Address Mobile Name* Salutation
Address Phone Name Pick list
First Name Last Name Other Address Other Phone Phone Reports To Title
Text (40) Text (80) Address Phone Phone Lookup (Contact) Text (80)
-Mr. -Ms. -Mrs. -Dr. -Prof.
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 46 of 9
Help Text
Want Field?
2. Add custom fields (if necessary) Key Considerations Contact Information What additional account information do I need to track for reporting purposes?
Action Define custom fields needed using the table below to drive reporting and decisions (common custom fields provided) Add custom fields Adjust field locations on page layout Premier+ reference Admin Request: Create/Modify Fields to submit case
Custom Field Name Level/Role
Data Type (see Custom Field Types) Pick list
Active
Pick list
Resources Set Up Walkthroughs: Create Contact custom field (Level / Role) Other References: Create Custom Fields
Values -CEO -VP -Director -Assistant -Other -Active (default) -Not Active
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 47 of 9
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 48 of 9
J. Align Salesforce to your business 1. Take additional steps to align Salesforce to your business Key Considerations Action Brand the Home Page Add your logo Set up custom links Do you want to further align Add a message section Salesforce to your business and Display your favorite dashboard improve the user experience?
Clear the Clutter Are more tabs showing than what you will be using?
Remove tabs your users will not be using from your tab layout
Improve Usability with Page Layouts Now that you have your custom fields added, can you further organize the page to align field order to your process?
Improve Usability with Search Modification Are there additional fields that can help users find the data they need?
Create new sections with meaningful section headers Customize related lists (i.e. fields shown, order) Premier+ reference Admin Request: Page Layout Create/Change to submit case Add additional fields to make the use of lookup fields easier Ensure relevant fields are returned in search
Resources Set Up Walkthroughs: Add custom links to home page Add a message to the home page Display your favorite dashboard Other References: Designing Home Tab Page Layouts Set Up Walkthroughs: Remove and reorder tabs Other References: Editing App Properties Other References: Customizing Page Layouts with the Enhanced Page Layout Editor
Other References: Specifying Lookup Filter Fields
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 49 of 9
Step 3: Enable the User Experience with Data (watch the Enable video) Improve user confidence in Salesforce and achieve business results by migrating and maintaining data with the following steps: A. Identify Data and Prepare Data for Import B. Import Data C. Manage your Data
A. Identify Data and Prepare Data for Import Key Considerations Data Analysis What data is appropriate to migrate to Salesforce? What are the sources of my data?
Data Preparation How clean is my data? Are there duplicate names, companies, etc. that I need to merge?
Action Determine data that will be imported and the source of the data (consider: objects that are relevant and clean as well as the duration you should go back) Export field name columns from Salesforce to create your data import template (no need to change column headers if using ACT, Outlook, GoldMine, Palm Desktop) Include the record owner ID Populate required fields Use valid pick list values (example: Not Started, In
References Importing Data Overview
Preparing your data for import Cleaning and preparing your data using excel Preparing your data for import article Creating export files for import wizard (ACT, Outlook, etc.) How do I use an External ID to import related records? (Help Article)
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 50 of 9
Key Considerations
Salesforce Preparation Does Salesforce align to my data to allow for data migration?
Action Review, Complete) Include an import batch field (optional) Add Created By and Created Date fields (optional, requires a opening a case with Salesforce to open up fields) Include legacy system data ID (optional) Examine data and correct errors Delete duplicates Correct spelling Enforce standards Fill-in incomplete fields Identify required fields Create custom fields Add pick list values Add a field or legacy system data ID Open up the “audit fields” like Created Date to import true values Create a batch field to identify each import
References
Configure Salesforce with Custom Fields How to update a Pick List
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 51 of 9
B. Import Data Key Considerations
Data Import Wizard What is the best approach to load my data?
Action Chose data to import Edit field mapping Test on subsets of records before a full import Review and start import Premier+ reference Admin Request: Create/Update/Delete Data to submit case
References
Should I Use Data Loader Video Which Data Import/Export Tool Should I Use Best practices for importing data Import data in the right order
C. Manage your Data Key Considerations Educate on Data Quality What standards should I have in place to maintain my data? Set-up Data Quality within Salesforce How can I set-up Salesforce to help with data compliance? Data Archive Strategy How should I store the data that I am not migrating to Salesforce? What
Action Use naming conventions Use address conventions Prevent duplicates Establish required fields Create default values Use data validation rules
References
Defining Validation Rules
Determine archive strategy for data you do not migrate Determine ongoing archive
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 52 of 9
Key Considerations data should I archive and how frequently? Create Data Quality Dashboards How can I monitor data quality and take action?
Back up Data What is my approach to back up Salesforce data to protect from internal mistakes?
Action strategy for data Install Data Quality Analysis Dashboards from the AppExchange Adapt reports & dashboards to align to your business Share the Reports & Dashboards with appropriate users Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit case Options include: Enterprise and Unlimited Edition Customers: Weekly Data Export Service Professional Edition Customers: available for a fee Explore AppExchange for options available for data backup
References
Data Quality Analysis Dashboards Reports and Dashboards Quickstart Modify a Dashboard
Exporting backup data
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 53 of 9
Step 4: Deploy and Empower your Users (watch the Deploy video) Engage with your users and take action to achieve your goals through the following steps: A. Plan your training B. Drive user adoption C. Track and measure success
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 54 of 9
A. Plan your training 1. Identify your audience Determine the audience groups that need to be trained and what scenarios are covered by Salesforce. Then map the processes that are relevant to each audience. Audience Identification (Sample) Sales Reps (10)
Sales Managers (2)
Executive (1)
Salesforce Basics
X
X
X
Lead Process
X
X
Sales Process
X
X
Activity Tracking
X
Account & Contact Management
X
Reports & Dashboards
X
Training Area
X
X
Audience 2 (#)
Audience 3 (#)
Audience Identification Training Area
Audience 1 (#)
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 55 of 9
2. Determine relevant scenarios Think through the typical processes your users will go through on a daily basis using Salesforce and focus training on these processes. Document the scenario and the Salesforce functions you will want to cover in training. Sales Rep Training Scenario (Sample) Scenario 1. Runs her weekly sales meetings with the pipeline report 2. Reviews her teams’ completed and scheduled activities 3. Meets with sales rep to review pipeline, activities and lead conversion 4. Reviews status of top 10 opportunities for the current month 5. Views selected key opportunities to understand pending steps for close 6. Uses mobile device to check on monthly sales targets, collaborates with sales reps on opportunities
Functionality • • • • • •
Reports & Dashboards: View and drill down on an opportunity, activity and lead reports Sales Process: Sales stages, update opportunities, contact roles and products Lead Process: Lead status, conversion Activity Tracking: Create/update activities Chatter: Post on opportunity and account records Salesforce 1: Today, Dashboards, Post, Opportunites, Collaboration
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 56 of 9
Sales Manager Training Scenario (Sample) Scenario
Functionality
1. Contacts leads to determine if they are an ideal prospect and convert 2. Reviews account, opportunity and activity details before speaking with customer 3. After customer meetings, updates opportunity sales stages and creates an activity for follow up 4. Views Opportunity Management dashboard to prepare for meeting with manager 5. Uses mobile device to view open tasks for the day
Reports & Dashboards: view and drill down on opportunities Lead Process: convert leads, update lead status Sales Process: Sales stages, update opportunities, contact roles and products Activity Tracking: create/ update activities Chatter: post on opportunity and account records Salesforce 1: Today, Dashboards, Post, Opportunites, Collaboration
Training Scenario Scenario 1.
Functionality •
Note: Premier customers should leverage Premier Success Customizable Training - Link
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 57 of 9
3. Define your training paths Training paths are the sequence of training and type of training you want your users to have. This can vary by the type of audience (i.e. Sales Rep vs. Executive). Training Plan (Sample) Pre-requisite Training
Scenario Training
Post Go-Live
Basic Salesforce Training (Self Paced)
Scenario-based Training (In Person)
Refresher & Advanced Topics (Web-based)
Getting Started: Navigating Salesforce
Top tips based on questions
Getting Started with Reports and Dashboards
How to leverage reports & dashboards
Custom list views
How to Manage Leads & Opportunities
Sales Rep Scenarios (above) Sales Manager Scenarios (above)
How to Create Personal Tasks Feeds
Training Plan Pre-requisite Training
Scenario Training
Post Go-Live
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 58 of 9
B. Drive user adoption Key Considerations Motivate How will you encourage users to leverage Salesforce?
Support How will you support users if they have questions on Salesforce?
Engage How will you connect with your users and understand feedback they have on Salesforce?
Action Leverage executive leadership Emphasize the value Motivate by recognition Develop incentives Utilize super users Document your support process and share Address problems quickly and publicly Offer refresher training Develop a communication plan Create feedback loops Reach out to “resistors” Utilize Chatter “Walk the floor”
References
Defining Validation Rules
Set Up Walkthroughs: Create chatter groups Other References: Create Chatter Group
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 59 of 9
C. Track and measure success Key Considerations Measure Salesforce usage How will you know if users are leveraging Salesforce? What actions will you take based on your observations of usage?
Measure Data Quality How will you keep your data up to date and validate users are using Salesforce appropriately?
Assess User Satisfaction How will you determine if pain points are being addressed and if Salesforce is helping users reach their goals?
Action Modify dashboards and reports based on your requirements Set up new reports and dashboards and/or install free Adoption Dashboard AppExchange Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit case Modify dashboards and reports based on your requirements Set up new reports and dashboards and/or install free Data Quality Analysis Dashboards AppExchange Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit case Leverage chatter polls Distribute surveys and leverage Survey Tools AppExchange
References Other References: Adoption Dashboard AppExchange Reports and Dashboards Quickstart Modify a Dashboard
Other References: Data Quality Analysis Dashboards Reports and Dashboards Quickstart Modify a Dashboard
Other References: Chatter Polls Survey Tools AppExchange
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 60 of 9
D. Track achievement of business outcomes Key Considerations Success metrics Are all the metrics defined in Step 1: Prepare for Success reflected in the reports and dashboards?
Action Review the metrics defined in Step 1: Prepare for Success (Usage/data quality, User Satisfaction, Business performance) Add/modify reports and dashboard to have access to relevant metrics to manage your business and take action Install adoption dashboards to track usage of Salesforce Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit case
References Other References: Salesforce CRM Dashboards Sales Activity Dashboards Service & Support Dashboards Salesforce Mobile Dashboard for iPad Reports and Dashboards Quickstart Modify a Dashboard
©Copyright 2015 salesforce.com, inc. All rights reserved. Getting Started Workbook – Page 61 of 9
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