Training Template

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Salesforce Training Session

for

Instructor: <Name>

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salesforce.com

proprietary/confidential: customer internal use only

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

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salesforce.com

Module Overview

> The Basics

Topics/Objectives  Terminology  Basic Search  Advanced Search  Personalizing Salesforce

 View Creation – Tips

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Introduction

> Terminology

Salesforce Terminology

Icon

Definition

Opportunity

A potential sales deal that you want to track

Lead

A leads is a prospect or potential opportunity – a person who expresses interest

Account

Any company or organization you want to manage, including prospects, customers, vendors, or partners

Contact

A person who works for an account

Tasks and Events

Activities associated to an opportunity, contact, or account

Reports

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salesforce.com

Navigation

> Basic Search

You Can Search:

 Customer Names

 People

 Email Addresses

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Focus Your Search:  By Type  Exact Matches  By Ownership

Navigation

> Advanced Search

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salesforce.com

Navigation

> Personal Setup

Personal Information:

 Edit Personal Information

 Change My Password

 Change My Display

 Calendar Sharing

 Reminders Email Settings:

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Navigation

> Tips for Creating Views

 Using Existing Views

 Creating New Views

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salesforce.com

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

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salesforce.com

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

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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

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salesforce.com

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

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salesforce.com

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

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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

 Step (1) Enter and save lead details

 Step (3) Confirm that the Lead status is “Unqualified”

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salesforce.com

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

 Step (1) Enter and save lead details

 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 !

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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

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salesforce.com

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

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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.

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salesforce.com

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 –

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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

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salesforce.com

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

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salesforce.com

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 !

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salesforce.com

Section Overview

> Managing Contacts

 Creating New Contacts

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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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salesforce.com

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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salesforce.com

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

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salesforce.com

Section Overview

> Managing Opportunities

 Creating New Opportunities

 Opportunity Related Lists

 Associating Products

 Applying Schedules to Products

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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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salesforce.com

Managing Opportunities

> Opportunity Creation Process

Create Opportunity from the Account or Contact

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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

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salesforce.com

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

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salesforce.com

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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salesforce.com

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

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Section Overview

> Activities

Topics / Objectives

 Activity Types

 New Task vs. Log a Call

 Events

 Sending Email

 Using Notes & Attachments

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salesforce.com

Managing Activities

>Overview



Types of Related Lists

1. Open Activities

2. Activity History



Types of Activities

1. Tasks

2. Call Logging

3. Events

4. 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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salesforce.com

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

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Managing Activities

>Send an Email

Email

 Email can be associated to

 Contact

 Account / Opportunity

 Email Templates standardize outbound communications

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salesforce.com

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

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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

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Section Overview

> Reporting & Dashboards

 Reporting basics

 Report types and notes

 Creating Reports

 Dashboards

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salesforce.com

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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salesforce.com

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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salesforce.com

Reporting & Dashboards

> Dashboards



Dashboards can only be created by Summary and Matrix

reports



Security for Dashboards exists at the folder level

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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

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salesforce.com

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