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Salesforce Training Sessionfor
Instructor: <Name>
<Company Name>
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Agenda – Salesforce.com Training
Time Topic
15 Min. Review of Salesforce
30 Min. Lead Management
30 Min. Accounts, Contacts
45 Min. Managing Opportunities
15 Min. Functioning with Salesforce
15 Min. Reporting and Dashboards
15 Min. Additional Q & A
3.0 Hr. Total
Section 1: Review of Salesforce
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Module Overview > The Basics
Topics/Objectives
Terminology Basic Search Advanced Search Personalizing Salesforce View Creation – Tips Finding Help and Additional Resources
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Introduction > TerminologySalesforce Terminology
Icon Definition
OpportunityA potential sales deal that you want to track
LeadA leads is a prospect or potential opportunity – a person who expresses interest
AccountAny company or organization you want to manage, including prospects, customers, vendors, or partners
ContactA person who works for an account
Tasks and EventsActivities associated to an opportunity, contact, or account
ReportsReal-time summaries generated based on information entered into Salesforce
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Navigation > Basic Search
You Can Search:
Customer Names
People
Email Addresses
Phone Numbers
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Focus Your Search:
By Type
Exact Matches
By Ownership
Navigation > Advanced Search
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Navigation > Personal Setup
Personal Information:
Edit Personal Information Change My Password Change My Display Calendar Sharing Reminders
Email Settings:
Change Email Signature
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Navigation > Tips for Creating Views
Using Existing Views Creating New Views Deleting an Existing
View
Using Existing Views Creating New Views Deleting an Existing
View
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Navigation > Finding Help and Additional Resources
Every Page contains help references
Help and training links categorize topics according to what you’re looking for and suggests options
Check out http://www.success.salesforce.com for guides, blogs, discussion boards and the Idea Exchange
Back to the App !
Section 2: Lead & Lead Management
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Managing Leads > Lead Data Creation and Maintenance
All customers that are expressing an interest in you should be an active lead
Don’t need to have dollar figures yet determined to be a valid lead
Leads are meant for New or Existing Customers
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Managing Leads >Why generate Accounts from Leads ?
Lead conversion results in automatic generation of a Contact, Account and Opportunity
Converted records retain all information placed on original lead with no need to duplicate data
New Accounts can be created while keeping our database clean
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Managing Leads > Lead Creation / Update Process
Does a Lead
already exist?
Yes
No
Always Search First
Create a new Lead
Update existing Lead
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Managing Leads >Lead Entry
When entering a lead be sure to enter as much information as possible
Remember: Information will automatically be transferred to the Account and Contact records
• Be sure to enter as much information as possible
• Note custom fields will be transferred to additional objects
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Managing Leads >Lead Processing
Leads will remain in the lead tab until the process of conversion advances them through the system and creates an:
Account Contact Opportunity
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Managing Leads > The Possibilities of Lead Processing
Scenario 1: You receive a lead and begin to work it … after contacting the customer you confirm they are Qualified Q: What do we do ? Step (1) Enter lead details Step (2) Follow up on lead to determine interest Step (3) Convert lead to Account, Contact & Opportunity when you realize there is a credible Opportunity –or- you’d like to build the Account details
Scenario 2: You receive a lead and begin to work it … after contacting the customer you confirm they are Unqualified Q: What do we do ? Step (1) Enter and save lead details Step (2) Follow up on lead to determine interest Step (3) Confirm that the Lead status is “Unqualified” Step (4) Assign an Activity for follow up next year !
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Managing Leads > The Possibilities of Lead Processing
Scenario 3: You receive a lead and begin to work it … after contacting the customer you confirm they just aren’t ready to proceed
Q: What do we do ? Step (1) Enter and save lead details Step (2) Follow up on lead to determine interest Step (3) Change the Lead status to “Contacted” and place a follow up activity on the
Lead
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Managing Leads > Best practices
ALWAYS SEARCH FIRST!
Enter as much lead information as possible
Continue to update the Lead data as you gather it during the various stages of progressing it through the cycle
Use activities to ensure you follow up on all of your assigned leads !
Back to the App !
Section 3: Account Management
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Section Overview > Managing Accounts
Topics/Objectives
What can I see? What can I edit?
Record relationships Account data creation and
maintenance Account creation process
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What Can I See?
Presently: All Account records are Public Read … you can
see all accounts All Opportunities are Private … you can see what
you own
What Can I See & Edit?
Any Record I own Any Record owned by someone beneath me in the
hierarchy Any Record in which I am a member of the “Shared
Team” (a way to grant access to records you cannot access by default).
Records of users within the same group: Wireless Services & Airline Solutions (Read/Write permissions on Accounts and Contacts)
Managing Accounts > What can I see? What can I edit?
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Managing Accounts > Record Relationships
Accounts are the “Backbone” of information
Accounts represent prospective, existing, and former customers,
New Accounts are created from a Lead, input Manually or loaded in bulk by your administrator.
Accounts have only one owner
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Managing Accounts > Account Data Creation and Maintenance
All customers should have accounts associated to them if we are:
1. Developing and enriching a customer view- OR –
2. Have revenue $$ in the pipeline that can be associated with them
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Managing Accounts > Account Creation / Update Process
Does Account already exist?
Yes
No
Always Search First
Create a new Account
Update existing Account
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Managing Accounts > Account Detail
• Be sure to enter as much information as possible
• Check all information for accuracy
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Managing Accounts > Leveraging Relationships
Accounts support many other objects within the system Accessing other objects is most easily accomplished
directly from the Account record Use the related lists as a way of navigating your record
details
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Managing Accounts > Best practices
ALWAYS SEARCH FIRST!
Enter as much Account information as possible
Continue to update the Account data as you gather it during the various stages of progressing it through the cycle
Additional contacts, new phone numbers and upcoming moves help keep our information accurate
Additional information also enriches everyone’s view of the record detail
Manage the Contract process and use the functionality for automatic alerting
Back to the App !
Section 4: Contact Management
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Section Overview > Managing Contacts
Topics/Objectives
Record relationships Creating New Contacts Leveraging Record
Relationships
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Managing Contacts > Record Relationships
• A contact record is associated to one Account
• A Contact can be associated to multiple Opportunities
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Managing Contacts > Contact Creation Process
Does Contact already exist?
Yes
No
Always Search First
Create new Contact from the Account
record
Update existing Contact
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Managing Contacts > Contact Detail
• Enter as much information as possible
• Some contact detail will be converted from the originating Lead
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Managing Contacts > Leverage Relationships
Create all new Contacts from the Account record they are associated with
Creating new contacts without Accounts associated can create orphaned records
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Managing Contacts > Best Practices
ALWAYS SEARCH FIRST!
If no Account exists, create the Account first, then add the new Contact
Use the Stay-in-Touch button to send an update message to customer
Keep your orphaned contacts to a minimum by creating new Contacts from an Account
Back to the App !
15 Min BREAK
Section 5: Managing Opportunities
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Section Overview > Managing Opportunities
Topics/Objectives
Record relationships Creating New Opportunities Opportunity Related Lists Associating Products Applying Schedules to Products Closing
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Managing Opportunities > Record Relationships
An Opportunity…
• An Opportunity record is associated to only one Account record
• One or more Contacts can be associated to an Opportunity
• Sales deal that stores and tracks important information such as the amount, probability, sales stage, close date, product, etc., from the identification of a need through the sales cycle until it is won or lost
• Naming Conventions
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Managing Opportunities > Opportunity Creation Process
Create Opportunity from the Account or Contact using the Opportunities Related List
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Managing Opportunities > Opportunity Detail
Opportunities should be maintained on a regular basis
Will require approval to move through the sales cycle
Opportunities should be maintained on a regular basis
Will require approval to move through the sales cycle
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Managing Opportunities > HTML Email
Send email related to Opportunities directly from the associated Contact record to ensure they are forever linked
Refer back to the HTML email section on the Contact record to determine contact interest
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Managing Opportunities > Contact Roles
Indicates your Contacts level of influence on this Opportunity
Could be an employee at that company or outside of that organization
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Managing Opportunities > Competitors
Track competitors in a pending deal by indicating their Strengths and Weaknesses
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Managing Opportunities > Partners
Partners link Other Accounts that may be working with you on a deal to an Opportunity
They can represent an Agency, Consultancy or any external organization you may want to track on the sales opportunity
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Managing Opportunities >History and Attachments
Activity History – Track activities that are related to the current Opportunity
Stage History – Tracks changes in status of the deal. Notes & Attachments – Stores notes and files (5 MB maximum
per document added) associated with the deal.
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Managing Opportunities > Best Practices
Follow correct Opportunity naming convention
Update Stage, Close Date and other fields in Detail Area
Specify the revenue type as soon as you know it
Ensure accurate $$ values throughout sales process
Add Contact Roles
Add Partners
Add Competitors
Back to the App !
Section 6: Functioning with Salesforce.com
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Section Overview > Activities
Topics / Objectives
Activity Types New Task vs. Log a Call Events Sending Email Using Notes & Attachments Use your Homepage !!
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Managing Activities >Overview
Types of Related Lists
1. Open Activities2. Activity History
Types of Activities1. Tasks2. Call Logging3. Events4. Email
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Managing Activities >Types of Tasks
New Task
– Date Sensitive– Status is Open until
marked as completed– Can Assign Task to
Yourself– Can Assign Task to Other
Users
Log A Call
– Status Automatically Set to Completed
– Can Also Create a Follow Up Task
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Managing Activities >Events
Events
Calendar appointment associated to Accounts, Contacts and/or Opportunities
Date and Time Sensitive Invite Others to Event
Similar to appointment / meeting request Once the Date and Time have passed, the Event moves to
the Activity History Related List Recurring Events must have start and end dates
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Managing Activities >Send an Email
Email can be associated to Contact Account / Opportunity
Email Templates standardize outbound communications HTML Email Status is visible only on the Contact record
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Managing Activities >Send an Email
Notes
Notes and Attachments can be associated to an Account, Contact and Opportunity
Allows whole organization a complete view of collateral, communications and perspectives
Notes can be private and readable by the record owner only
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Managing Activities >Use your Homepage
Home Page
Use your Homepage as a way of getting alerts on tasks and events that are currently in need of attention
Make your Homepage dashboard relevant to give you the detail you require directly at login
Section 7: Reporting and Dashboards
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Section Overview > Reporting & Dashboards
Topics/Objectives
Reporting basics Report types and notes Creating Reports Dashboards Sample of report creation
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Managing Opportunities > Reporting Basics
Real time reporting allows accurate views of your activity and your target achievement
Customizable reports allow you to view the information that is relevant for you
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Reporting & Dashboards > Reporting Basics
All reports are generated in real-time and represent the most up-to-date information entered in Salesforce.com
Reporting engine limits the view of data to two sometimes three object relationships
Reports populate with data that is viewable by users via the reporting hierarchy Reports may appear differently to various users
New reports can be created via the 5 step reporting Wizard
Limit your release of reports to other users to keep the reporting manageable
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Reporting & Dashboards > Reporting Notes
Report Types:
Tabular – Simple data listing without subtotals Summary – Data listing plus sorting and subtotaling of
data Matrix – Summarizes data in a grid against X and Y axis
(similar to pivot table)
All reports can be customized / personalized for individual reporting needs
Reporting engine limits the view of data to two sometimes three object relationships
"Smart" totaling means that duplicate data is counted only once in any subtotal or total.
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Reporting & Dashboards > Creating Reports
Pick Object
Pick Type of Report
Select Columns to Total
Select Grouping
Select Columns
Order Columns
Select Criteria
Select Chart &
Highlights
1. Tabular
2. Summary
3. Matrix
Create
Dashboard
1. Chart
2. Table
3. Metric
4. Gauge
5. S-Control
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Reporting & Dashboards > Dashboards
Dashboards can only be created by Summary and Matrix reports
Security for Dashboards exists at the folder level Note the “running user” for data population
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Reporting & Dashboards > Best practices
Leverage reporting and dashboards for real-time update of account, lead and pipeline information
Customize your dashboard to reflect what is important to you at login
Customize your homepage to enable a valuable view of your accounts, opportunities or current activities
Limit your release of reports to other users to keep the reporting manageable
Back to the App !
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Thank you for using Salesforce!
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