Training Template

Salesforce Training Sessionfor

Instructor: <Name>

<Company Name>

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

3.0 Hr. Total

Salesforce.com

Update with appropriate times - Mention when breaks will occur - Point out restroom location - Discuss cellphone policy

Section 1: Review of Salesforce


Module Overview > The Basics

Topics/Objectives

Terminology Basic Search Advanced Search Personalizing Salesforce View Creation – Tips Finding Help and Additional Resources


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


Navigation > Basic Search

You Can Search:

Customer Names

People

Email Addresses

Phone Numbers


Focus Your Search:

By Type

Exact Matches

By Ownership

Navigation > Advanced Search


Navigation > Personal Setup

Personal Information:

Edit Personal Information Change My Password Change My Display Calendar Sharing Reminders

Email Settings:

Change Email Signature


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


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 !

http://www.success.salesforce.com/

Section 2: Lead & Lead Management


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


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


Managing Leads > Lead Creation / Update Process

Does a Lead

already exist?

Yes

No

Always Search First

Create a new Lead

Update existing Lead


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


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


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 !


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


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


Section Overview > Managing Accounts

Topics/Objectives

What can I see? What can I edit?

Record relationships Account data creation and

maintenance Account creation process


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?


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


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


Managing Accounts > Account Creation / Update Process

Does Account already exist?

Yes

No

Always Search First

Create a new Account

Update existing Account


Managing Accounts > Account Detail

• Be sure to enter as much information as possible

• Check all information for accuracy


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


Managing Accounts > Best practices


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


Section Overview > Managing Contacts

Topics/Objectives

Record relationships Creating New Contacts Leveraging Record

Relationships


Managing Contacts > Record Relationships

• A contact record is associated to one Account

• A Contact can be associated to multiple Opportunities


Managing Contacts > Contact Creation Process

Does Contact already exist?

Yes

No

Always Search First

Create new Contact from the Account

record

Update existing Contact


Managing Contacts > Contact Detail

• Enter as much information as possible

• Some contact detail will be converted from the originating Lead


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


Managing Contacts > Best Practices


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


Section Overview > Managing Opportunities

Topics/Objectives

Record relationships Creating New Opportunities Opportunity Related Lists Associating Products Applying Schedules to Products Closing


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


Managing Opportunities > Opportunity Creation Process

Create Opportunity from the Account or Contact using the Opportunities Related List


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


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


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


Managing Opportunities > Competitors

Track competitors in a pending deal by indicating their Strengths and Weaknesses


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


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.


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


Section Overview > Activities

Topics / Objectives

Activity Types New Task vs. Log a Call Events Sending Email Using Notes & Attachments Use your Homepage !!


Managing Activities >Overview

Types of Related Lists

1. Open Activities2. Activity History

Types of Activities1. Tasks2. Call Logging3. Events4. Email


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


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


Managing Activities >Send an Email

Email

Email can be associated to Contact Account / Opportunity

Email Templates standardize outbound communications HTML Email Status is visible only on the Contact record


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


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


Section Overview > Reporting & Dashboards

Topics/Objectives

Reporting basics Report types and notes Creating Reports Dashboards Sample of report creation


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


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


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.


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


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


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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