Getting Started Workbook

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Getting Started

Workbook

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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

Executive Sponsor

Champions the project and sets the

business vision for deployment.

Process Owner

Knows the sales process steps and

maps them to Salesforce.

Salesforce Administrator

Sets-up Salesforce and manages it day

to day.

Data Subject Matter Expert

Understands current data and owns the

consolidation and mapping of data.

Champion

Serves as liaison to the users to ensure Salesforce meets

day-to-day needs.

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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?

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“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.”

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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

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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?

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My Business Goals & Priorities (SAMPLE)

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

What does the executive team hope to get out of Salesforce?

What do the managers hope to get out of Salesforce?

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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

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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

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3. Business Performance

My Business Performance Measures (SAMPLE)

Key Questions Metrics

How is my team tracking with sales?

YTD Sales QTD Sales

Win Ratio for Current & Previous Year Do I have a sufficient pipeline? New Business Pipeline_{Pipeline by Owner}

What is the quality of my leads? Lead Conversion Rates_{Lead Conversion Rates by Source} Are we remaining engaged with our customers? Accounts with no activities last 90 days

My Business Performance Measures

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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?

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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 Key Topics

Pre-Launch

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

Launch Instructions on how to access Salesforce_{How to get help (questions, training)}

Post Launch

User recognition User Tips/Tricks

Reminder of how to get help/ask questions

My Communication Plan

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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. Define your sales process

B. Set-up Users C. Set-up Leads

D. Set-up Opportunities E. Set-up Activities F. Utilize Chatter

G. Download and Leverage Salesforce1 H. Set-up Accounts

I. Set-up Contacts

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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 Enter this stage when:

Lead 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 _{Interactions to understand individual needs for a particular deal are in progress} Proposal/Price Quote _{Proposal/quote is getting developed}

Negotiation/Review _{Individual has proposal and has not made decision} Closed- Won/Lost _{Individual accepts/rejects proposal}

My Sales Stages

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B. Set-up Users (watch the

Set-up Users Video

)

1. Set-up your role hierarchy

Key Considerations Action Resources

Role Hierarchy

What role hierarchy will ensure that your managers have access to the same data as their employees?

 Identify the roles you want to set-up based on your

organization’s structure

 Create your role hierarchy and set-up your roles

Other References:

 Who Sees What: Data Visibility

How To’s Video

2. Enter Users Salesforce Users

What employees would benefit with access to Salesforce?

 Enter users

 Assign users to roles and profiles

Set Up Walkthroughs:  Set up a new user

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C. Set-up Leads (watch the

Set-up Leads Video

)

1. Adjust the standard fields to match my business

Lead Standard Fields

What adjustments to standard fields would align Salesforce to my

business process?

 Define the adjustments to standard fields needed using the table below

 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

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

Standard Field Name (* = required)

Data Type Pick list Values Default Value Help Text Want

Field?

Address Address

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Field? Campaign Lookup _(Campaign)

Company* Text (80)

Created By* Lookup (User) Description Long Text Area _(32000) Do Not Call Checkbox

Email Email

Email Opt Out Checkbox

Fax Fax

Fax Opt Out Checkbox

Industry Pick list -Agriculture -Apparel -Banking -Biotechnology -Chemicals -Communications -Construction -Consulting -Education -Electronics -Energy -Engineering -Entertainment -Environmental

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Field?

-Insurance -Machinery -Manufacturing -Media -Not for Profit -Recreation -Retail -Shipping -Technology -Telecommunications -Transportation -Utilities -Other

Last Modified By* Lookup (User) Last Transfer Date Date

Lead Owner Lookup (User, Queue)

Lead Source 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

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Field?

Name Name

Salutation Pick list

-Mr. -Ms. -Mrs. -Dr. -Prof.

First Name Text (40) Last Name Text (80) No. of Employees Number (8,0)

Phone Phone

Rating Pick list -Hot-Warm

-Cold

Title Text (80)

Website URL (255)

2. Add custom fields (if necessary)

Lead Information

What additional lead information do I need to track for reporting

purposes? Do I need a more robust lead scoring approach?

 Define custom fields needed using the table below to drive reporting and decisions (common custom fields provided)

 Add Lead custom fields – Other

Lead Source

 Add Lead custom fields – Product

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 Premier+ reference Admin Request: Validation Rule to submit case

Fields

 Lead Scoring: AppExchange

 Defining Validation Rules

 Examples of Validation Rules

Custom Field Name Data Type (see Custom Field Types) Values

Service/Product Interest Pick list

Other Lead Source Text

3. Determine your lead import approach & enter leads

Key Considerations Action References

Manually Enter Leads

Do you receive leads one at a time (i.e. referrals, business cards)?

 No set-up required – enter leads directly in Salesforce

 Enter Leads

Other References:

 Guidelines for Creating Leads: Help Article

Import Leads (optional) Do you purchase lists, spreadsheets? If so

 Use Data Import Wizard to import your leads

Other References:

 Data Import Wizard

Set Up Web-to-Lead (optional) Do you have leads generated from

 Set up Web-to-Lead Other References:

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3. Determine your lead import approach & enter leads 4. Assign Leads

Manual Lead Assignment

Do you have a low volume of leads?

 No set-up required – assign leads (single or bulk) in Salesforce

 Assign Leads

Other References:

 Assigning Leads: Help Article Lead Queues (optional)

Do you distribute leads to a group of people for selection?

 Create lead queues Other References:

 Creating Queues: Help Article

Lead Assignment Rules (optional) Do you use any a process or set of rules to distribute leads (i.e.

regional, industry, product)?

 Create lead assignment rules

 Premier+ reference Admin Request: Assignment Rules to submit case

Other References:

 Creating Assignment Rules: Help

Article

 Round Robin Assignment:

AppExchange 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)

 Create custom list view(s) Set Up Walkthroughs:

 Create Lead custom list views

Other References:

 Creating Custom List Views: Help

Article 6. Adapt dashboards and reports

Analytics

What metrics do you need to run your business? (Reference metrics

 Install Leads and Opportunity Management Dashboards from

Other References:

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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

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D. Set-up Opportunities (watch the

Set-up Opportunities Video

)

Opportunity Standard Fields

 Customize standard field pick list values

 Define opportunity contact roles

 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

Fields

 Working with Forecast Categories

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Standard Field

Name (* = required) Data Type Pick list Values Default Value Help Text

Want Field? Amount* Currency (16,2)

Close Date* Date

Created By* Lookup (User) Description Long Text Area

(32000)

Expected Revenue Currency (16,2)

Forecast Category Pick list -Omitted_-Pipeline

-Best Case -Commit -Closed

Last Modified By* Lookup (User)

Lead Source Pick list -Advertisement_{-Employee Referral}

-External Referral -Partner -Public Relations -Seminar Internal -Seminar Partner -Trade Show -Web -Word of mouth -Other

Next Step Text (255) Opportunity

Name*

Text (80)

Opportunity Owner Lookup (User) Primary Campaign

Source

Lookup (Campaign)

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Standard Field

Want Field?

Private Checkbox

Probability Percent (3,0) Quantity Number (16,2)

Stage* Pick list Recommendation:

align stages to your sales process defined above in “Define your sales process”. -Prospecting -Qualification -Discovery/Scoping -Proposal/Price Quote -Negotiation/Review -Closed Won -Closed Lost

Recommendation: add the definitions as help text as defined above in “Define your sales process”.

Type Pick list -Existing Business_{-New Business}

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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) Data Type Pick list Values

Contact Role Pick list -Business User

-Decision Maker -Economic Buyer

-Economic Decision Maker -Evaluator

-Executive Sponsor -Influencer

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Opportunity Information What additional opportunity information do I need to track for reporting purposes?

 Add custom fields

 Adjust field order

 Add validation rules

 Map lead conversion fields

 Premier+ reference Admin Request: Validation Rule to submit case

 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

Product Interest _{Pick list}

Other Lead Source Text

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3. Set up opportunity products

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.

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)

Other References:

 Opportunity Products Page Layout

Set-up

 Products & Pricebooks Data Load

4. Create list views

Key Considerations Action Resources

Custom List Views

Are there particular fields that drive the action you want to perform (i.e. opportunities past close date)?

 Create custom list view(s) Set Up Walkthroughs:

 Create Opportunity custom list views

Other References:

 Create List View

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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

Other References:

 Lead and Opportunity Management

Dashboards: AppExchange

 Reports and Dashboards

Quickstart

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E. Set-up Activities

Activity Standard Fields

 Remove unnecessary fields

 Change field locations

 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

Other References:

 Creating Activities: Help Article

 Standard Task Fields

 Standard Event Fields

Fields

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Standard Field

Want Field? Assigned To* Lookup (User,

Calendar) Call Duration Number (8, 0) Call Object

Identifier

Text (255)

Call Result Text (255) Call Type Pick list

Comments Long Text Area (32000)

Create Recurring Series of Tasks

Pick list

Created By Lookup (User)

Due Date Date/Time

Email Email

Last Modified By* Lookup (User) Name* Lookup (Contact,

Lead)

Phone Phone

Priority* Pick list -High_-Normal Related To Lookup

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Standard Field

Want Field?

else -Deferred

Subject* Pick list -Call_-Email

-Meeting

-Send Letter/Quote -Other

Type Pick list -Administrative_-Call

-Meeting -Presentation -Other -Email

Event Standard Fields Standard Field

Want Field? All-Day Event Checkbox

Assigned To* Lookup (User, Calendar) Created By Lookup (User)

Date Date/Time

Description Long Text Area (32000)

Duration Number (8, 0)

Email Email

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Standard Field

Want Field? Last Modified By Lookup (User)

Name Lookup (Contact,

Lead) Location Text (255)

Phone Phone

Private Checkbox

Related To Lookup Show Time As Pick list

Start* Date/Time

Subject* Pick list -Call_-Email

-Meeting

-Send Letter/Quote -Other

Time Date/Time

Type Pick list -Administrative_-Call

-Meeting -Presentation -Other -Email

2. Set-up Email Integration

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2. Set-up Email Integration

specs below)

 Complete integration set-up  AppExchange: Gmail integration

Email Integration Specifications

Item Sync Direction

Email Yes Email provider to Salesforce

Tasks Yes Two way

Events Yes Two way

Contacts No None

3. Create list views

Key Considerations Action Resources

Custom List Views

Are there particular fields that drive the action you want to perform (i.e. Tasks due this week)?

 Create list view(s) Other References:

 Create List View

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)

 Modify dashboards and reports based on your requirements

 Set up new reports and dashboards and/or install free AppExchange reports

Dashboard/Dashboard

Other References:

 Sales Activity Dashboard: AppExchange

Quickstart

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Component and Admin Request: Create a Report to submit case

F. Utilize Chatter (watch the

Utilize Chatter Video

)

1. Utilize Chatter

Opportunity Collaboration How do your sales teams collaborate on deals?

 Collaborate on opportunities Set Up Walkthroughs:

 Collaborate on deals

Other References:

 Chatter Quick Start

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

 Create chatter groups

Other References:

 Create Chatter Group

G. Download & Leverage Salesforce1

1. Download & Leverage Salesforce1

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1. Download & Leverage Salesforce1

device?  View/Modify/Create Contacts,

Accounts, Opportunities, Tasks

 Collaborate with Chatter

 View Reports & Dashboards

 Utilize Today App

Customize Salesforce1 (optional)

What additional set-up can improve the Salesforce1 experience?  Branding  Page layouts  Navigation menu  Notifications  Publisher actions Other References:  http://www.salesforce.com/salesforce1/resources.jsp

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H. Set-up Accounts (watch the

Set-up Accounts Video

)

Account Standard Fields

 Customize standard field pick list values

 Adjust Account standard fields

 Add help text on Accounts

Other References:

 Account Overview

Fields

Standard Field

Want Field?

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Standard Field

Want Field? Account Source Pick list

Annual Revenue Currency (18,0) Billing Address Address

Created By* Lookup (User) Description Long Text Area

(32000) Employees Number (8,0)

Fax Fax

Industry Pick list -Agriculture -Apparel -Banking -Biotechnology -Chemicals -Communications -Construction -Consulting -Education -Electronics -Energy -Engineering -Entertainment -Environmental -Finance

-Food & Beverage -Government -Healthcare -Hospitality -Insurance -Machinery -Manufacturing -Media

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Standard Field

Want Field? -Recreation -Retail -Shipping -Technology -Telecommunications -Utilities -Other

Last Modified By* Lookup (User)

Ownership Pick list -Public

-Private -Subsidiary -Other

Parent Account Lookup (Account)

Phone Phone

Rating Pick list -Hot

-Warm -Cold

Shipping Address Address

SIC Code Text (20)

SIC Description Text (80) Ticker Symbol Content (20)

Type Pick list -Analyst

-Press -Competitor

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Standard Field

Want Field?

-Other

Website URL (255)

Account Information

What additional account information do I need to track for reporting purposes?

 Define custom fields needed using the table below to drive reporting and decisions

 Create a custom field

Other References:

3. Create Account Hierarchy (if necessary)

Account Hierarchy

Do you track multiple locations, franchises, subsidiaries, etc. on an

 Create an account hierarchy by associating existing and/or new Account to a Parent Account

Other References:

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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

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I. Set-up Contacts (watch the

Set-up Contacts Video

)

Contact Standard Fields

 Adjust Contact standard fields

 Add help text on Contacts

Other References:

 Contacts Overview

Fields

Data Type Pick list Values Default Value Help Text Want Field?

Account Name Lookup (Account) Assistant Text (40)

Asst. Phone Phone Birthdate Date

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Contact Owner Lookup (User) Created By* Lookup (User) Department Text (80) Description Long Text Area

(32000) Do Not Call Checkbox

Email Email

Email Opt Out Checkbox

Fax Fax

Fax Opt Out Checkbox

Home Phone Phone

Last Modified By* Lookup (User) Last

Stay-In-Touch Request Date

Date/Time

Last Stay-In-Touch Save Date*

Date/Time

Lead Source Pick list -Advertisement -Employee Referral -External Referral -Partner

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-Other

Mailing Address Address

Mobile Phone

Name* Name

Salutation Pick list -Mr.

-Ms. -Mrs. -Dr. -Prof.

First Name Text (40) Last Name Text (80) Other Address Address Other Phone Phone

Phone Phone

Reports To Lookup (Contact)

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Contact Information

What additional account information do I need to track for reporting purposes?

 Adjust field locations on page layout

 Create Contact custom field (Level / Role)

Other References:

Level/Role Pick list -CEO_-VP

-Director -Assistant -Other

Active Pick list -Active (default)

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J. Align Salesforce to your business

1. Take additional steps to align Salesforce to your business

Brand the Home Page

Do you want to further align Salesforce to your business and improve the user experience?

 Add your logo

 Set up custom links

 Add a message section

 Display your favorite dashboard

 Add custom links to home page

 Add a message to the home page

 Display your favorite dashboard

Other References:

 Designing Home Tab Page Layouts

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

 Remove and reorder tabs

Other References:

 Editing App Properties

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?

 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

Other References:

 Customizing Page Layouts with the

Enhanced Page Layout Editor

Improve Usability with Search Modification

 Add additional fields to make the use of lookup fields easier

Other References:

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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 Action References

Data Analysis

What data is appropriate to migrate to Salesforce? What are the

sources of my data?

 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)

 Importing Data Overview

Data Preparation

How clean is my data? Are there duplicate names, companies, etc. that I need to merge?

 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

 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)

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Key Considerations Action References 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 Salesforce Preparation

Does Salesforce align to my data to allow for data migration?

 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

Fields

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B. Import Data

Data Import Wizard

What is the best approach to load my data?

 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

 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

Educate on Data Quality

What standards should I have in place to maintain my data?

 Use naming conventions

 Use address conventions

 Prevent duplicates Set-up Data Quality within

Salesforce

How can I set-up Salesforce to help with data compliance?

 Establish required fields

 Create default values

 Use data validation rules

Data Archive Strategy

How should I store the data that I am

 Determine archive strategy for data you do not migrate

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Key Considerations Action References data should I archive and how

frequently?

strategy for data

Create Data Quality Dashboards How can I monitor data quality and take action?

 Install Data Quality Analysis Dashboards from the AppExchange

 Adapt reports & dashboards to align to your business

 Share the Reports &

Dashboards with appropriate users

 Data Quality Analysis Dashboards

Quickstart

 Modify a Dashboard

Back up Data

What is my approach to back up Salesforce data to protect from internal mistakes?

Options include:

 Enterprise and Unlimited Edition Customers: Weekly Data Export Service

 Professional Edition Customers: available for a fee

 Explore AppExchange for

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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

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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) Training Area 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 X X

Audience Identification

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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 Functionality

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

• 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,

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Sales Manager Training Scenario (Sample)

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

1. •

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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)

 Getting Started: Navigating Salesforce

 Getting Started with Reports and Dashboards

 How to Manage Leads & Opportunities

 How to Create Personal Tasks

Feeds

Scenario-based Training (In Person)

 Sales Rep Scenarios (above)  Sales Manager Scenarios (above)

Refresher & Advanced Topics (Web-based)

 Top tips based on questions  How to leverage reports &

dashboards  Custom list views

Training Plan

Pre-requisite Training Scenario Training Post Go-Live

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B. Drive user adoption

Motivate

How will you encourage users to leverage Salesforce?

 Leverage executive leadership

 Emphasize the value

 Motivate by recognition

 Develop incentives Support

How will you support users if they have questions on Salesforce?

 Utilize super users

 Document your support process and share

 Address problems quickly and publicly

 Offer refresher training

Engage

How will you connect with your users and understand feedback they have on Salesforce?

 Develop a communication plan

 Create feedback loops

 Reach out to “resistors”

 Utilize Chatter

 “Walk the floor”

 Create chatter groups

Other References:

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C. Track and measure success

Measure Salesforce usage How will you know if users are leveraging Salesforce? What actions will you take based on your observations of usage?

 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

Other References:

 Adoption Dashboard AppExchange

Quickstart

Measure Data Quality

How will you keep your data up to date and validate users are using Salesforce appropriately?

 Set up new reports and dashboards and/or install free Data Quality Analysis Dashboards AppExchange

Other References:

 Data Quality Analysis Dashboards

Quickstart

Assess User Satisfaction How will you determine if pain points are being addressed and if Salesforce is helping users reach their goals?

 Leverage chatter polls

 Distribute surveys and leverage Survey Tools AppExchange

Other References:  Chatter Polls

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D. Track achievement of business outcomes

Success metrics

Are all the metrics defined in Step 1: Prepare for Success reflected in the reports and dashboards?

 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

Other References:

 Salesforce CRM Dashboards

 Sales Activity Dashboards

 Service & Support Dashboards

 Salesforce Mobile Dashboard for

iPad

Quickstart

Getting Started Workbook

Getting Started

Workbook

Table of Contents

Step 1: Prepare for Success (watch the

Prepare video

)

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

Step 2: Create the User Experience (watch the

Create video

)

A. Define your sales process

B. Set-up Users (watch the

Set-up Users Video

)

C. Set-up Leads (watch the

Set-up Leads Video

)

D. Set-up Opportunities (watch the

Set-up Opportunities Video

)

E. Set-up Activities

F. Utilize Chatter (watch the

Utilize Chatter Video

)

G. Download & Leverage Salesforce1

H. Set-up Accounts (watch the

Set-up Accounts Video

)

I. Set-up Contacts (watch the

Set-up Contacts Video

)

J. Align Salesforce to your business

Step 3: Enable the User Experience with Data (watch the

Enable video

)

A. Identify Data and Prepare Data for Import

B. Import Data

C. Manage your Data

Step 4: Deploy and Empower your Users (watch the

Deploy video

)

A. Plan your training

B. Drive user adoption

C. Track and measure success

D. Track achievement of business outcomes