SILIKEN – Salesforce webinars Session 1 May, 24th 2011

Session 1 Activities & Leads Management

 The aim of this session is to give a general overview of management tools and capabilities of activities (events and tasks), management and sharing of calendars, views, etc.  We will also see in depth the management of Leads and the best practices for the proper use and exploitation of data. 3 SESSION OBJECTIVES:

 Getting Started: Definitions Browsing System: items & tabs User customization  Managing Leads, Accounts & Contacts: Lead Management & Qualification Creating Customized Views From Lead to Account/Contact/Opportunity: Conversion Process  Activities: Events: Manage Calendar & Appointments Tasks – Calls & Follow up Records 4 Summary

 ¿What is a Salesforce?: CRM is all about managing relationships with your customers, including potential customers. Salesforce is a Client Relationship Management (CRM) solution which helps you build and manage successful customer relationships. This involves: -Marketing to your customers -Generating sales -Providing excellent customer service 5 Getting started

 Definitions: We will now have a look at the most common terminology used in Salesforce: Leads: A lead is a sales prospect who has expressed interest in your product or company. Accounts: An account is an organization, company, or consumer that you want to track—for example, a customer, partner, or competitor. Contacts: Contacts are the individuals associated with your accounts. Contact Role: The role that a contact plays in a specific account, contract, or opportunity, such as “Decision Maker” or “Evaluator.” You can mark one contact as the “primary” contact for the account, contract, or opportunity. A contact may have different roles in various accounts, contract, or opportunities. 6 Getting started

 Definitions: Opportunities: Opportunities track your sales and pending deals. Convert: Button or link that allows you to change a qualified lead into an account, contact, and, optionally, an opportunity. Information from the lead fields is transferred into the appropriate account, contact, and opportunity fields. Activity (Calendar Events/Tasks): Planned task or event, optionally related to another type of record such as an account, contact, lead, opportunity, or case. Task: Assigns a task to a user you specify. You can specify the Subject, Status, Priority, and Due Date of the task. Tasks are workflow and approval actions that are triggered by workflow rules or approval. Event: An event is an activity that has a scheduled time. For example, a meeting, or a scheduled phone call. 7 Getting started

 Definitions: Case: Detailed description of a customer’s feedback, problem, or question. Used to track and solve your customers’ issues. Chatter Group: Chatter groups let you share information with specific people. For example, if you're working on a project and want to share information only with your team members, you can create a Chatter group for your team. Chatter groups include a list of members, a Chatter feed, and a photo. You can create the following types of Chatter groups:  Public: Anyone can see the group's updates, but only members can post updates. Anyone can join a public group.  Private: Only members can see and post updates. The group's owner or managers must add members. 8 Getting started

 Definitions: Chatter Feed: A list of recent activities in Salesforce. Chatter feeds display:  On the Home tab, where you can see your updates, status updates of people you follow, and updates to records you follow and groups you're a member of  On profiles, where you can see updates made by the person whose profile you're viewing  On records, where you can see updates to the record you're viewing  On Chatter groups, where you can see updates to the group you're viewing Dashboard: A dashboard shows data from source reports as visual components, which can be charts, gauges, tables, metrics, or Visualforcepages. They provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20 components. 9 Getting started

 Definitions: Forecast: A forecast is your best estimate of how much revenue you can generate in a quarter. Case: A detailed description of a customer’s feedback, problem or question. 10 Getting started

11 Getting started

12 Getting started Example of how objects are used Let’s say Jenna, a sales rep for Baci Communications, meets Jason from Red Corp. at a conference. Jason is interested in Baci’s switching equipment and gives Jenna his business card. Here’s how Jenna would proceed:  1. In Salesforce CRM, Jenna creates a lead with Jason’s contact information.  2. She schedules follow-up calls with Jason and his boss to confirm that the product is a good fit and that Red Corp. has the necessary budget.  3. In Salesforce CRM, Jenna converts Jason’s lead, resulting in a contact, an account, and an opportunity. The app automatically converts Jason’s information into a contact, creates an account for Red Corp., and creates an opportunity for the switching equipment. Jenna also manually adds another contact with information about Jason’s boss.

13 Getting started  4. Jenna then enters all the information about the opportunity that will keep the deal on track. As the deal progresses, she regularly updates that information. For example, when Red Corp. decides it needs additional equipment, she updates the projected deal value and creates an additional opportunity.  5. Each time she has contact with Red Corp.—a meeting, an , a call—Jenna creates an activity so that all communications are documented in a single place. As a result, both Jenna and her boss can always review all interactions to date.

14 Getting started Understand your pipeline Once qualified leads are converted into opportunities (step 3 above), they feed the sales pipeline. Reps can also create opportunities directly, without going through the lead process. When all reps use the opportunity object correctly, they can track their own deals, along with all communications with their prospects, with various dashboards, reports, and reminders. Sales managers can track the deals of reps that report to them to identify possible bottlenecks and decide where additional resources are needed. And the VP of sales can see the company’s entire pipeline to spot emerging trends and forecast with confidence. With the process that a rep follows in mind, let’s take a look at the big picture of what happens as an opportunity moves through the sales stages. Every opportunity includes fields to track critical information about each deal, such as the deal amount (or deal size), projected deal close date, and probability of close.

15 Getting started

 Logging to Salesforce: - Before you can login your Salesforce administrator will generate a username and temporal password and send them to you in an . - This will include a link where you must fulfill your permanent password and security question to complete the registration process. 16 Getting started

-You will receive a new with a confirmation of your new account settings. You are now ready to login using the standard login procedure. -You just need an internet connection to access SalesForce. -Click the “Customer Login” link at the top right part of the initial page, and introduce the username your Salesforce administrator provided you and the password you set before. 17 Getting started

 Resetting your password: Salesforce provides two easy ways to reset your forgotten password: -You can contact your system administrator. -By clicking the “Forgot your password?” link in the login box. You will just need to introduce your username ( ) and answer the security question. 18 Getting started

 Logging to Salesforce from another computer: If you want to login to Salesforce from another computer, you must activate it first. For this, after trying introducing your username and password, a message will be displayed asking you to do so. Just click the “Send activation Link” button and an will be sent to your organization ’s address: 19 Getting started

 Login to Salesforce from another computer: In this you must locate your activation link URL. You can click or copy in your browser this link to finish the activation process: 20 Getting started

 Browsing system: Items & tabs Tabs: Tabs represent a major module within the application, which companies use to organize and manage information about customers. As we will see later in the course, each user can create, arrange, and customize its tab disposition. Sidebar: it provides convenient access to links and commands (recent items list, create new dropdown fields and useful links) and is fully configurable by the administrator. Home Page: The home page appears when you login to Salesforce.com, and while navigating through the platform, you can always access it by clicking on the ‘Home’ tab. Chatter: chatter makes it easier for salesforce users to collaborate and share information without leaving the SalesForce application. You can follow people and records, and post content and files. 21 Getting started

 Browsing system: Items & tabs 22 Getting started

 Browsing system: Items & tabs Once you have logged into Salesforce you will find the some tabs visible at the top part of the page, but not all of them. To be able to have a global view of all the modules you must click the ‘+’ sign on the right hand side of the last visible tab title: 23 Getting started

 Browsing system: Items & tabs One of the most powerful features Salesforce offers is its search bar, located on the top left part of every page: Salesforce allows you to search through all the existing modules just by introducing the keyword and pressing the “Search” button. While introducing the keyword, it also offers you the matches with your most recent activities in the application. 24 Getting started

 Browsing system: Items & tabs For example, if we start writing “Test” in the search box, we will see as we do so a dropdown appears showing possible links selected from the most recent items you visited which match with this keyword. This can help us spend less time searching: 25 Getting started

 Browsing system: Items & tabs In case we don’t find what we are looking for on those recent items and click the “Search” button, the application shows, ordered by module (Contacts, Accounts, Opportunities, etc.) all the matching records, and the sidebar will display the quick links to each one of those module results: 26 Getting started

 Browsing system: Items & tabs Left sidebar The application’s left sidebar offers you quick links throughout you navigation in Salesforce. Here you will find: 1) Links to create new items without having to access the corresponding tab (leads, accounts, …): 27 Getting started

 Browsing system: Items & tabs Left sidebar  Your recent items: items you visited/created lastly:  Your recycle bin 28 Getting started

 Browsing system: Items & tabs Left sidebar In this sidebar, depending on the module you are viewing, you will also find other useful functionalities such as: a) Custom links (Home page): 29 Getting started

 Browsing system: Items & tabs Left sidebar b) Quick creation boxes (Leads, Accounts, Opportunities, etc.): 30 Getting started

 User customization In Salesforce, you can customize almost everything: tab disposition, home page, modules, etc. Now we will learn how to personalize your application. In the Setup module you will find 3 mayor divisions:  Personal setup: from here you can manage your personal details, page displays, chatter settings, or configuration for your ings.  App setup: used mainly to customize your modules (adding new fields, workflows and other functionalities to your Leads, Contacts, etc. applications).  Administration setup: only visible for administrator to create users, profiles, manage roles and groups, etc. 31 Getting started

 User customization 32 Getting started

 User customization: “My Personal Information” First of all, and as we have just become a new Salesforce user, we must complete our Personal Information. This is essential in many processes, for example so that your templates display your contact information in each ’s footer. Therefore, we click the “Personal Information” link, then the “Edit” button: 33 Getting started

 User customization: “My Personal Information” After you fulfill your “General information” and your “Mailing address”, click the “Save” button to finish the edition: 34 Getting started

 User customization: “Change my password” and “Reset my security token” Use this form to reset your password. NOTE: after changing your password you will receive a validation and your security token will be reset as well. The security token is used to access salesforce.com from outside trusted networks (customized APIs, outlook connector, etc.). You can also, just reset this token from the below “Reset my Security Token” link, and after doing so you must make sure it is updated where necessary (outlook connector, SF mobile, etc.) to keep everything working correctly: 35 Getting started

 User customization: “My groups” 36 Getting started Groups are sets of users. They can contain individual users, other groups, the users in a particular role or territory, or the users in a particular role or territory plus all of the users below that role or territory in the hierarchy. There are two types of groups: Public groups - Only administrators can create public groups. They can be used by everyone in the organization. Personal groups - Each user can create groups for their personal use. You can use groups in the following ways: a)To set up default sharing access via a sharing rule b)To share your records with other users c)To specify that you want to synchronize contacts owned by others users d)To add multiple users to a Salesforce CRM Content workspace e)To assign users to specific actions in Salesforce Knowledge

 User customization: “Change my display” From this panel you can customize your application’s display (each mayor module or tab disposition). To do so, first select which application you wish to change: 37 Getting started

 User customization: “Change my display” Depending on the page you select, you will be able to customize different elements. For example, in the home page you can select which Dashboard snapshot you want to view, while in other pages such as the Account tab you can choose the associated items and the order they appear in (Contacts, Opportunities, etc. associated to each Account entry): 38 Getting started

 User customization: From this “Personal Setup” section you can also change your settings, like your information (signature, f.example) or the templates you can use in massive ings, and import accounts and contacts from Outlook or a CSV (Excel) file using the import wizard: 39 Getting started

 User customization: APP SETUP In the App Setup menu you will be able to customize tab names, fields, workflows, etc. from each module. This way, if you unfold the “Home” submenu you can edit this section´s sidebar (the existing Custom links and Messages) or add custom components which will be accesible for different user profiles: 40 Getting started

 User customization: APP SETUP You can also change the tab names and labels displayed in your navigation menu: 41 Getting started

 User customization: APP SETUP From each module´s submenu, you can customize the fields displayed in that solution, filters, buttons, etc. and customize how this fields are displayed. For example, if we want to add a new custom field to the Accounts module, we just have to click on the “Contacts”->”Fields” link: 42 Getting started

 User customization: APP SETUP We select the field type (text, text area, picklist, etc.). Beside each type we will find a short description to help us select the correct one: 43 Getting started

 User customization: APP SETUP For every field type we must indicate its label title and field name (identifier). In case we create a picklist, we would also have to insert its values: 44 Getting started

 User customization: APP SETUP Finally we must choose which profiles will have access to this new field: 45 Getting started

 User customization: APP SETUP Once the field has been created, we have to make it visible in the module it belongs to (in this example, the Accounts’ module). To make a field visible, or re-arrange the existing fields we have two options: 46 Getting started a) From this setup menu, we access the “Page Layouts” application, select our customized page layout and drag-and-drop the field to the selected position:

47 Getting started

 User customization: APP SETUP B) The forementioned operation can also be done accessing to any Account entry, and clicking the “Edit layout” link on the top-right side of the page: 48 Getting started

 User customization: APP SETUP In the same way, for each solution you can add customized buttons and links, which can communicate with self-developed applications, edit the search layout to improve segmentation in your filtering, or, depending on the selected solution, set for example de conversion mapping between Leads and Accounts, update reminders or edit validation rules for Opportunities, etc. We will have a closer look at this functionalities when we go through each solution process. 49 Getting started

 Lead Management & Qualification: As we already should know, and as a reminder, a Lead is a sales prospect who has expressed interest in your product or company. Any possible future customer of your company should therefore be initially inserted in the application as a lead. Creating a new Lead: To create a new lead we access the Lead’s tab and click “New”: 50 Managing Leads, Accounts & Contacts:

We then fill in at least the mandatory fields. NOTE: in every Salesforce form, mandatory fields are marked with a red vertical line beside it. To finish the insertion we click the “Save” button. 51 Managing Leads, Accounts & Contacts:

After saving the new lead, Salesforce displays this information together with all the available modules associated to a Lead object (Open activities, Actvity History, Notes, Campaign history.) As in any Salesforce module, once we access an entry, we have quick links to its information on the top part of the register details’ block, which allows us to easily complete all the lead information: 52 Managing Leads, Accounts & Contacts:

Creating Customized Views: What is a view? You can use list views to see a specific set of records such as Accounts, Leads, Opportunities, Contacts, Documents or Campaigns which match a specific set of criteria. You can select a view from any of the tab home pages. 53 Managing Leads, Accounts & Contacts:

Creating Customized Views: There are several default standard views already available for each module. However, you can also create your custom views that will allow you to quickly access information specific to your job function. If for example we selected the view “All open leads” and click the “Go” button, all the list of active leads we have access to would be displayed. We can edit directly on this list the shown fields the leads without using workflow, validation rules and APEX triggers: 54 Managing Leads, Accounts & Contacts:

Creating Customized Views: To create a new view click the corresponding link beside the View filter: You will then need to fulfill the view name (the label which will appear in the picklist), select the filtering methods, and check the list fields which will be displayed in the home page when applying the new view: 55 Managing Leads, Accounts & Contacts:

Creating Customized Views: 56 Managing Leads, Accounts & Contacts:

Creating Customized Views: After saving the new view, the application redirects us to the Lead home page, listing the Leads filtered by the new view conditions. 57 Managing Leads, Accounts & Contacts:

From Lead to Account/Contact/Opportunity: Conversion Process : The lead conversion process changes a qualified lead into an account, contact, and, optionally, an opportunity. Information from the lead fields is transferred into the appropriate account, contact, and opportunity fields. To convert a lead, we access the selected record: 58 Managing Leads, Accounts & Contacts:

From Lead to Account/Contact/Opportunity: Conversion Process : We click the “Convert” button which appears above the lead’s details’ panel: 59 Managing Leads, Accounts & Contacts:

From Lead to Account/Contact/Opportunity : Conversion Process When we convert a lead, we can associate it to an existing account (it becomes a contact), or create a new account and contact. We can also create in this step an associated opportunity, and even an initial task. We just have to fill the appearing form fields: 60 Managing Leads, Accounts & Contacts:

61 Managing Leads, Accounts & Contacts: In this example, for the conversion of lead ‘Juan Antonio Rullan’ we select to create a new account, but not a new opportunity:

From Lead to Account/Contact/Opportunity: Conversion Process : As we have chosen to create a new Account, when we click the convert button, the new account will be created sharing some fields values with the original Lead (i.e: Company name, owner, phone, etc.): 62 Managing Leads, Accounts & Contacts:

From Lead to Account/Contact/Opportunity: Conversion Process : By leaving the mouse pointer over the label “Contacts (1)” we can see that a new contact has been created automatically as well associated to this account and using some of the original lead’s details: The conversion process has ended and now we can fulfill the rest of the newly created contact and account details. 63 Managing Leads, Accounts & Contacts:

Events: Manage Calendar & Appointments : We are going to create a new event. To do so, we can access our home page an click “Create new event” in the calendar module: 64 Activities: Or use the fast link on our sidebar:

Events: Manage Calendar & Appointments : Enter the details of the event, such as subject, start date and time, and end date and time. To assign the event to a partner user, select Partner User from the Assigned To drop-down list. Optionally, select Create Recurring Series of Events to specify how often the event recurs, or set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. 65 Activities:

Events: Manage Calendar & Appointments : 66 Activities:

Tasks – Calls & Follow up Records : Reminder: you can assign a task to a user you specify. You can specify the Subject, Status, Priority, and Due Date of the task. Tasks are workflow and approval actions that are triggered by workflow rules or approval. The process is the same as when creating an event. We use the “quick link” in our sidebar: 67 Activities:

Tasks – Calls & Follow up Records : And fill the task details: 68 Activities:

 Managing Opportunities: Record Types Opportunity Company CGVs, Incoterms Delivery Information  Following up: Creating Customized Views Sharing opportunities Tasks & Events Stages  Product Association: Product Lists Approval Process  Generating Quotes 69 Next training session (May 26th, 2011)