2. © 2011 Messaging Architects, Confidential & Proprietary What will we learn?  You will know how to navigate and apply our sales process in SalesForce  Each section will consist of theory and practical  Please save questions until the end of the Section  You will have access to SalesForce until we go live on August 15th

3. © 2011 Messaging Architects, Confidential & Proprietary  Salesforce Terminology  Logging in & Navigating Salesforce  Accounts and Accounts Management  Contacts and Contacts Management  Activities Management  Opportunities and Opportunities Management  Reports and Dashboards  Help & Training  Putting it all together (high level) ***you’ll get a copy of this presentation*** Today’s Agenda

4. Salesforce Terminology and Sales Process

5. © 2011 Messaging Architects, Confidential & Proprietary SalesForce: Sales Terminology Lead A person or company brought in from an outside source (Website, Event, Campaign, ect.) Account An organization you want to manage (Prospects, Suspects, Clients, etc.) and potentially sell to. Contact An individual associated with an Account and possibly Opportunities. Opportunity A potential deal associated with an Account and Contact. Campaigns Campaigns are marketing initiatives run by the marketing team Activity An interaction that is logged, for example Face-to- Face events, GAP Profiles, Calls, Meetings or Interactions. As well as tasks and “to-dos”. Products A software or service that can be sold to a customer. Assets A software product that you have sold to your customer.

6. Navigation & Salesforce Basics

7. © 2011 Messaging Architects, Confidential & Proprietary Navigation: Log in Email You will receive an email with your login credentials This link takes you directly in to salesforce.com

8. © 2011 Messaging Architects, Confidential & Proprietary Everyone login using the email you received or visit www.salesforce.com

9. © 2011 Messaging Architects, Confidential & Proprietary Navigation: Personal Setup Personal Information: Edit Personal Information Change My Password Reset My Security Token Change My Display Calendar Sharing Reminders Email Settings: Change Email Signature

10. © 2011 Messaging Architects, Confidential & Proprietary Navigation: Security Token User Authentication: Salesforce will challenge you as a User if it does not recognize that the IP address you are using is the one you created your Account from or is one setup in your org. Steps: 1.You will receive an email with your security token 2.Pre-pend your password to the security token

11. © 2011 Messaging Architects, Confidential & Proprietary Navigation: Security Token

12. © 2011 Messaging Architects, Confidential & Proprietary Navigation: Use your Homepage Navigation Tabs & Search Dashboards & Stats Create New & Recent Items Your Tasks / Activities

13. © 2011 Messaging Architects, Confidential & Proprietary Navigation: 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

14. © 2011 Messaging Architects, Confidential & Proprietary Navigation Tips: Tabs and Hovers Did you know you can have as many salesforce.com windows open as you want? On any link in salesforce:  Right click your mouse and select “Open in New window” or “Open in New Tab”  Hold the “shift” key on your keyboard and click any link in salesforce Hover Links  Mouse over the links at the top of any “detail” record screen to view the related list contents or quickly navigate to the bottom of the page

15. Using Search

16. © 2011 Messaging Architects, Confidential & Proprietary Global Search: Search Options  Narrow your search by selecting only selecting only certain objects  Restrict your search to records that only you own  Once you set the options, the options remain for your next search

17. © 2011 Messaging Architects, Confidential & Proprietary  Look Up fields are fields that allow to Associate the current record to another record in SalesForce  When you click on the Look Up button an additional search screen will pop up to allow to you search for the record you want to add  Look Up fields restrict to a specific object (setup by your Admin) such as Parent Account only references the Accounts object. There may be additional filters on the lookup field.  A record MUST EXIST before you can associate it using the lookup  Your administrator may apply filters to lookup fields to help narrow your search results with relevant data. Navigation: Edit Mode & Look Ups

18. © 2011 Messaging Architects, Confidential & Proprietary Navigation: Inline Editing Edit fields that show the little pencil without having to click edit first! (Double click into the field) Changes are made only to the User Interface, to save them to the database you still must click save Changes are highlighted in Orange Clicking to another page will lose your changes (no warning will be given)

19. © 2011 Messaging Architects, Confidential & Proprietary Global Search: Wildcards and Operators  Use the * (Asterisk) and ?(Question mark) in searches  Use * to match one or more characters  use ? To match a single character  Example: searching for bob jo* finds items with Bob Jones and Bob Johnson, and searching for jo?n finds items with john and joan

20. © 2011 Messaging Architects, Confidential & Proprietary Navigation: Using Search  Use the asterisk wildcard to match one or more characters in your search term, e.g, Kat* meyers finds items with Katriona meyers or Katrina meyers (order matters).  Use the question mark wildcard to match one character in your search term, e.g, a search for jo?n finds items with the term john or joan.  Punctuation is not ignored in searches.  Case is ignored in a search. E.g., searching for california finds the exact same items as a search for California.

21. Accounts & Account Management

22. © 2011 Messaging Architects, Confidential & Proprietary 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  Activities from opportunities and contacts roll up to the Account

23. © 2011 Messaging Architects, Confidential & Proprietary Managing Accounts: Account Creation Does an Account already exist? Yes No Always Search First Create a new Account from Account Tab or from Sidebar Update existing Account

24. © 2011 Messaging Architects, Confidential & Proprietary Managing Accounts: Create New Account  An Account must have and Account Name, Type, Industry and Number of Users.  Fill in as much information as possible that is known to an Account

25. © 2011 Messaging Architects, Confidential & Proprietary Managing Accounts: Parent Account  Create Hierarchical Relationships with between Accounts by using the Parent Account field  Indents represent level of relationship

26. © 2011 Messaging Architects, Confidential & Proprietary Managing Accounts: Best practices Accounts Best Practices

27. Contact & Contact Management

28. © 2011 Messaging Architects, Confidential & Proprietary Managing Contacts: Record Relationships  A contact record is associated to ONE Main Account  A Contact can be associated to multiple Opportunities through Contact Roles

29. © 2011 Messaging Architects, Confidential & Proprietary Managing Contacts: Contact Creation Process Does Contact already exist? Yes No Always Search First Create new Contact from the Account record Update existing Contact

30. © 2011 Messaging Architects, Confidential & Proprietary Managing Contacts: Create Contact  Create all new Contacts from the Account record they are associated with  This will allow for some data to be copied from the Account record into the Contact to reduce duplicate entry (Mailing Address, Phone, Fax, website and Account)  From Hover List  From Related List

31. © 2011 Messaging Architects, Confidential & Proprietary Managing Contacts: Create New Contact  Use the Contacts related list from an Account to create a contact.  Input all known information for this contact including the Last Name

32. © 2011 Messaging Architects, Confidential & Proprietary Managing Contacts: Leverage Fields  Use the Contact Status field to track whether a contact is Active with this Account or is Inactive (No Longer w/ Account)  Never Delete or change the Account of a Contact  Always add information into the Description field about where this Contact went and why they left if you change their Status to “No Longer w/ Account”

33. © 2011 Messaging Architects, Confidential & Proprietary Managing Contacts: Leverage Fields  When a Contact Status is set to “No Longer W/ Account” the last name is automatically appended with “ – inactive”  To reactive a contact, you must set it the Contact Status back to “Active” and also edit the last name to remove the word “Inactive”

34. © 2011 Messaging Architects, Confidential & Proprietary Managing Contacts: Best Practices Contacts Best Practices

35. Activities and Activity Management

36. © 2011 Messaging Architects, Confidential & Proprietary Activities help you to keep organized and effectively manage your Leads, Accounts, Contacts, and Opportunities. Types of Activities:  EOCs  GAP Profile  Appointment  Other Tasks Managing Activities: Overview  Two Related Lists (on every Object) – Open Activities – Activity History

37. © 2011 Messaging Architects, Confidential & Proprietary Managing Activities: Creating a Task  New EOC Task – Must have an Activity Type – Status is Open until marked as completed – Can Assign Task to Yourself – Can Assign Task to Other Users

38. © 2011 Messaging Architects, Confidential & Proprietary Managing Activities: GAP Profile  Gap Profiles – Track Business objectives, Goals, and Initiatives for a potential Client – Can Assign Task to Yourself or Other Users – Can Attach files at the bottom of this edit page – Mark Status as “Completed” before saving record

39. © 2011 Messaging Architects, Confidential & Proprietary Managing Activities: Appointment  Appointment – Set Appointment…. – Complete Appointment – Mark Status as “Completed” before saving record

40. © 2011 Messaging Architects, Confidential & Proprietary Managing Activities: Attaching Files  Use Notes and Attachments to Attach relevant items  Attachments can be added on every Opportunity, Account, Contact, Gap Profile Activities using the Related List

41. © 2011 Messaging Architects, Confidential & Proprietary Managing Activities: Viewing All Sales Activities  Use the “View All Activity” Button to see all activities related to Sales.  This button will open up a report that will show Activities sorted by Created Date. Click on the subject link to dive directly into the activity.

42. © 2011 Messaging Architects, Confidential & Proprietary Managing Activities: Exercise 1.Create the following Tasks on the Account you had created earlier: 1.EOCs and Tasks 2.GAP Profile 3.Appointment Set 4.Appointment Completed 2.Go to any account and view the activity report using the “View All Activity” Button. Remember to make sure the Subject is Pertinent. Others will be using this information to understand what has happened in the past

43. Opportunities & Opportunity Management

44. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Record Relationships An Opportunity…  Used to track sales deals  Most of the reporting that executives and managers see comes from this object, it is VERY important to keep these records up-to-date and clean  An Opportunity record is associated to one Customer  One or more Contacts can be associated to an Opportunity

45. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Opportunity Creation You should always create Opportunities from the Related List on the Account Record.

46. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Naming and Close Date Recommended Naming Convention – - - – Ex. Telus Inc. – M+Migrator – 201109 Close Date Definition – Close Date should reflect the estimated date deal closes. – Start with an estimate and always update as time goes on. Opportunity Type –Defines the type of opportunity this is: –Renewal – Client has purchased this product and is renewing –Upsell – Upsell additional services or product to complement existing sales –New – This company has never purchased anything from Messaging Architects

47. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Opportunity Creation  Opportunity Name, Close Date, Type, Stage must be filled in for an Opportunity before any products can be added.  Amount is not required since it will be over-ridden by the product amounts

48. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Adding Products salesforce.com proprietary/confidential: customer internal use only  Add Products to Opportunities by using the Product related list or when creating an opportunity  Choose/Search for the specific the Products

49. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Adding Products 1.Select the Products you want by checking the checkbox 2.Click “Select” at the top or bottom of the page 3.Enter Quantity, overwrite Sales price if necessary. 4.Optionally Enter Notes and Requested Start Date, Click Save, your done!

50. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Stages and Probability  Change the stages on the opportunity as you progress through the sales cycle

51. © 2011 Messaging Architects, Confidential & Proprietary  Indicates Client or Partner side’s influence on this Opportunity – Add contacts from the Client/Partner that are somehow involved in the Opportunity and specify the role they play for this specific Opportunity (Decision Maker, Executive Sponsor, etc.) Managing Opportunities: Contact Roles  It is always good to know everyone associated to a Sales Deal so that if any information is needed you don’t need to go through a Web of Contacts to find the right person

52. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Creating a Quote  Quotes can be created on the Quotes related list  All product items will be added from the Opportunity to this quote.

53. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Generating a Quote PDF  PDF Quotes can be created by clicking on the “Create PDF”.  PDF can only be generated from the Quotes details page.

54. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities Exercise: Opportunities 1.Create an Opportunity called “ - Education Bundle 3 Year - 201110” and walk it through to Close Won 2.Add Products to this Opportunity 3.Add Contact Roles 4.Add Competitors and Partners 5.Create and Quote, and Generate a PDF

55. © 2011 Messaging Architects, Confidential & Proprietary Managing Opportunities: Best Practices Always keep the Product Line Items, Close Dates and Stage Up-to-Date! Consistently update the Opportunity whenever info is available, especially Stage and Probability information Track activities against the Opportunity and Contact Always add competition if known. You should always have a competitor record if the deal was lost to a Competitor Add/Update Contact Roles so that you can Track which contacts are Associated with this Initiative/Opportunity

56. Reporting and Dashboards

57. © 2011 Messaging Architects, Confidential & Proprietary Reporting: What is a Report?  A reports return a set of records that meets certain criteria.  Types of Reports: 1.Standard Reports (Already created by Salesforce) 2.Ad Hoc Reports: custom reports that can be created  Reports can be viewed from the Reports tab.

58. © 2011 Messaging Architects, Confidential & Proprietary Reporting: Essentials  All reports are generated in real-time and represent the most up- to-date information entered in Salesforce.com  New reports can be created via the Custom Report Builder  Create/Reorder Folders to best suit your users needs (require appropriate permissions)  Use the “Report Options” to filter on basic criteria without having to create/run a new report (remember your changes are not saved until you click “Save” or “Save As”

59. © 2011 Messaging Architects, Confidential & Proprietary Reporting: Viewing Reports  These reports in the reports tab are custom tailored for Messaging Architects.  MA Sales Folder – reports relating to sales activities

60. © 2011 Messaging Architects, Confidential & Proprietary  Visual representation of custom report data (Charts, Gauges, Tables, Metrics)  Snapshot of business KPIs in real time Dashboards: What is a Dashboard

61. © 2011 Messaging Architects, Confidential & Proprietary Dashboards: Dashboard Basics  A Dashboard has been created for the sales team.

62. © 2011 Messaging Architects, Confidential & Proprietary Dashboards: Viewing Dashboards  View Existing Dashboards by navigating to the Dashboard Tab and selecting a Dashboard to view  Need more details? Click on the Dashboard Component to dive into the underlying report  Dashboard Components are graphical representation of a single report

63. © 2011 Messaging Architects, Confidential & Proprietary Reporting & Dashboards: Additional Help  Click on “Help For This Page” on the reports tab for additional help.  Video Tutorial: https://na7.salesforce.com/reportbuilder/tutorial/reportbuilder_matrix.htm

64. Help & Training

65. © 2011 Messaging Architects, Confidential & Proprietary Help & Training: Home Tab In upper right hand corner of any page, click on the “Help & Training” link A window pops up displaying the Help & Training Home tab In upper right hand corner of any page, click on the “Help & Training” link A window pops up displaying the Help & Training Home tab Search Help by typing in keywords or looking through the index, glossary, or tip sheets.

66. © 2011 Messaging Architects, Confidential & Proprietary Help & Training: Training Tab Learn the fundamentals, then browse the topics relating to your role.

67. Putting It All Together

68. © 2011 Messaging Architects, Confidential & Proprietary Messaging Architects Sales Process (High Level) Log into Salesforce.com Create Lead Convert Lead to Account & Contact Create Opportunity Win Opportunity? Operations Team: Convert Products to Asset Work Contacts, Add Activities Add Products/Services Yes View Reports No New Proposal? Opportunity Lost No Yes Add Activities Web or Phone leads