SALESFORCE.COM 101 2015

Agenda Navigating Salesforce Leads Accounts Contacts Opportunity Reporting Finding Help

Navigating Salesforce

What Will You Find in Salesforce? 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 Real-time summaries generated based on information entered into Salesforce Required Field Field must be filled out in order to save record Notes: This slide lays out the basic record types in Salesforce, and how they relate to each other. Each record type has a corresponding color. These colors will help you identify the record you are viewing. For example, Lead = orange (rust) Account = blue Contact = purple Opportunity = yellow/gold

Basic/Advanced Search You Can Search: Customer Names Contacts Email Addresses Phone Numbers Contract Numbers You Can Also: Submitt SF Help Tickets See Most Recent records and preview by hovering over link under the RECENT ITEMS Notes: Your basic search only searches within a limited number of specific fields, including name, email address and phone number. You can enter a portion of the name, i.e., John, to pull up every “John” in the system (regardless of record type). If you type first and last name, it’s a “text phrase” search. For instance, typing: John Smith will pull up Mr. John Smith, John Smith, or John Smithson (it automatically appends a wildcard to the end of your phrase; however, the system will NOT pull up any records with characters between the words you type in search. For instance, typing: John Smith will NOT pull up John L. Smith or Johnny Smith. You can add an * as a wildcard within a search. Alternatively search on only last name or first name or the first few letters. Find phone numbers by entering the entire number or just specific parts of the number. For example, to find the number (415) 999-3434, you can search for 4159993434, or for 999, or just 3434. To search for just the last seven digits, you must enter the punctuation, for example, 999-3434 Search is NOT case sensitive. Punctuation is NOT ignored.

Viewing & Creating List Views On each object tab you can: Using Existing Views Create New Views Notes: Views: Views (filters or mini-reports) are created for you in the system already. You can also create your own. Any view you create is private to you (no one else will see it). Every time you run the view, it’s pulling the most current information in the system. If you created the view, you can delete it. Notes about creating a view: Anything in red is required Title is just a text box. It’s not telling the system what to search on, it’s just for your benefit (a description of what this view will pull) All Accounts or My Accounts (all accounts you can see, or only ones you own). Choosing the criteria: not case sensitive, use commas for “or" statements. Ie., City equals Denver, Los Angeles, Newark (etc) Use a second line of criteria for an additional line of criteria. I.e., City equals Denver AND Employees > 500. Select columns: leave defaults or choose your own. Simply shows what information will be displayed in the results. I.e., if you want to see the Account Owner in the list of results, be sure to select that field in Step 4.

Linked Object Sections On any record layout there are links along the top that are short cuts to each related list associated to the record. If you hover over them you can create new, view or edit records If you click on links it will take you down to the object on the record.

Related Lists Related Lists: Related lists contain various types of information related to the record. They are available at the bottom of each record and vary by record type. As with all records in Salesforce, when you initially open and view a record it’s read only. You can click Edit to update or make changes to a record. Related Lists: Related lists contain various types of information related to the record. They are available at the bottom of each record and vary by record type. As with all records in Salesforce, when you initially open and view a record it’s read only. You can click Edit to update or make changes to a record.

Standard Related Lists You can track items, such as Tasks, Events, and Emails in both the Open Activities and Activity History related lists.

Activities Open Activities allows you to assign: Tasks Phone calls Emails Phone Calls Reminders Recurring meetings Open Activities allows you to assign: Tasks Events Now let’s take a look at the Open Activities Related List and how it can be used to manage your contacts. The Open Activities Related List allows you to assign an activity, which is a phone call or email to either yourself or another associate through the additional tasks. Using open activities you can setup phone meetings, reminders to send emails, and other future events. You can also specify a reminder prior to the event and setup recurring events. Ultimately, using the new task and new event functionality on the Open Activity Related List allows you to manage current and future activities so that you know that you are staying up-to-date in managing your contacts. Activity History allows you to send an email, log a call, complete and mail merge, and request an update, which is also called the Stay-in-Touch email. Using these related lists in the Contacts page is an efficient way to setup meetings, send emails, and log phone calls with clients. Doing these tasks from the Contact Related List ensures that the tasks will be automatically associated with the contacts. Next, you are going to send an email to a contact.

Open Activities Items in the Open Activities related lists include all open tasks and events related to the record and its associated records. Items in the Open Activities related lists include all open tasks and events related to the record and its associated records.

Activity History Items in the Activity History related list include completed tasks, logged phone calls, completed events, email, and merged documents related to the record and its associated records. Items in the Activity History related list include completed tasks, logged phone calls, completed events, email, and merged documents related to the record and its associated records.

Notes & Attachments Related files can be uploaded to the Notes & Attachments related lists of most records. Most file types can be uploaded including PDF, PowerPoint, Excel, Word, and Zip files. Attachment file size cannot exceed 5 megabytes. Account-related files can be uploaded to the Notes & Attachments related lists of an account. Most file types can be uploaded including PDF, PowerPoint, Excel, Word, and Zip files. Attachment file size cannot exceed 5 megabytes. Also, anyone with account access will be able to view uploaded attachments.

Leads

What is a Lead? A lead is a record that captures business card information, including name, business, address, and phone number. It all starts with leads. Imagine that you have met someone who is interested in your product or services. He may have attended a trade show and brought back a handful of business cards. These are potential customers who are just waiting to hear more about what you have to offer. These are leads. A lead is a record that captures business card information, including name, business, address, and phone number. You will need to be able to track these individuals and all their pertinent information so you can maintain contact with them and bring them honest customers. Not every company uses leads. Some companies only use leads acquired through a web form.

Accounts

What are Accounts? 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 Notes:

Accounts Tab Account tab: Allows you to create and locate all types of accounts. Lets you sort and filter accounts using standard and custom list views. Allows you to view and edit information on each account. When a lead is converted, you create an account, contact, and potentially an opportunity. Accounts are key to building and accessing all your customer-related data. Accounts are represented by the color blue and the file folder icon. Accounts are the backbone of information that represent prospective, existing, and former customers. Each account stores information, such as name, address, and phone numbers. For each account, you can store related information, such as opportunities, activities, cases, partners, contacts, and notes. The Accounts tab displays a home page that lets you quickly create and locate all types of accounts. You can also sort and filter your accounts using standard and custom list views. In addition, the Accounts tab lets you view and edit detailed information on each account that you can access. Unless assigned, accounts are owned by the account creator.

Locating an Account 1 2 3 3 There are three ways to locate an existing account. You can use the Global Search feature to locate an account. Second, you can use the View menu to pull-up a list of accounts. And, third if you have recently viewed the account, you will see the account in the sidebar under Recent Items and on the Accounts home page under Recent Accounts. There are three ways to locate an existing account from the Accounts tab. First, you can use the Global Search feature to locate an account.

Contacts

What is a Contact? A Contact is an individual associated with your business accounts that you need to track. Use Contact Related Lists to: Track your communications with your Contacts. Track all the individuals, from decision makers to operations team. Maintain accurate and up-to-date information. Account Contacts are all of the individuals associated with your business accounts that you need to track in Salesforce. When you convert a lead, the lead automatically becomes a contact related to the account created for the lead. A Contact can be associated to only one account, but we can associate many contacts with a single account. You can store various information for a contact, such as phone numbers, addresses, titles, and roles in a deal. More importantly, you can use Contact Related Lists to track your communications with your Contacts, including emails and phone calls. You can spend a lot of time building a relationship with your accounts. You will need to keep track of all the individuals that you speak to. From the decision makers to the operations people. It is important to maintain accurate and up-to-date information so you know who the appropriate person is to talk to and at what time. Salesforce can help you stay on top of your Contacts. Robert Carey 1234 X Drive San Jose, CA 94562 (555) 666-1234 ext. 23 VP of Support Shari Oblong 1234 X Drive San Jose, CA 94562 (555) 666-1234 ext. 28 Cust. Support Mgr. Linda Gaffigan 1234 X Drive San Jose, CA 94562 (555) 666-1234 Ext. 28 Purchasing Mgr.

Contacts The Contacts related list includes: Contact information for all the contacts associated with the record. The Contacts related list includes contact information for all of the contacts associated with the record. The Contact Roles related list displays contact information for individuals who are not directly linked to an account but who may play a role or have some influence on it. For example, the CIO of Acme may be on the board of directors at TFed.com. Contact roles can only be created from existing contacts.

Contacts Home Page From the Contacts Home Page, you can: Quickly create and locate contacts. Sort and filter contacts using list views. Open your contacts for editing. The Contacts Home Page lets you quickly create and locate contacts. Here, you can sort and filter contacts using standard and custom list views as well as edit detailed information on each contact to which you have access. Now that we have seen where you can go to create and view your contacts, you are ready to start entering them in Salesforce.

Creating Contacts Always check for duplicates before creating a new record in Salesforce. On the Account Record Click New Contact under the Contacts. Before you enter a new Contact: Check the contact related list for that account. Search for the contact. We have talked about data integrity before and how you always check for duplicates before creating a new record in Salesforce. Contacts are no different and it’s easy to check for duplicates. Before you enter a new contact locate the account first and scroll down to the Contacts Related Lists. If the contact isn’t there, create away. You can also search for a specific contact if you think he or she is already there in the system. But more often, it’s quicker just to check the account. If you encounter a duplicate, like the one shown in the screen shot, use the Merge Contacts feature to combine the duplicate entries into one.

Opportunities

What are Opportunities? An Opportunity is a deal, or pending deal, that you and your company want to track. Opportunities build your pipeline. Your leads have been converted, you’ve created accounts and associated contacts with those accounts. Now you are ready to start selling. As you talk to your contacts, you will start to put together specific deals. In Salesforce, these are called Opportunities. An Opportunity is a deal, or pending deal, that you and your company want to track. Opportunities are what build your pipeline.

Opportunities Features of the opportunities include: An opportunity is any potential revenue generating event. Each opportunity is associated with only one account record. An Account can have multiple opportunities. An Opportunity can be associated with multiple contacts. Activities such as e-mails, phone calls, and customer visits can be tracked against opportunities. Let's now look at the opportunities related list. An opportunity is any potential revenue generating event, such as a sales deal. Each opportunity is associated with only one account record. However, an account can have multiple opportunities. Also, an opportunity can be associated with multiple contacts. The Opportunities related list shows all opportunities associated with the account you are viewing. Time Saving Tip The Clone button on an opportunity quickly creates a new opportunity with the same information as the existing opportunity, for example, when you need to add multiple opportunities for the same account.

Opportunity Fields Using the Opportunity tab, you can create and locate Opportunities. You can also view and edit detailed information on each Opportunity depending on your access. Let’s learn about some of the important fields on the Opportunity Detail screen. Introduction: Like most of the other standard tabs in Salesforce, the Opportunity tab opens a homepage where you can quickly create and locate Opportunities. In addition, this tab lets you view and edit detailed information on each opportunity to which you have access. Before you create an Opportunity in the next lesson, let’s take a look at some of the key fields on the opportunity detail screen. Click the glowing markers to learn more.

Opportunity Related Lists You can add opportunities through specific contacts. The Contact Roles related list: Allows you to add an opportunity to a contact rather than to an account. Allows you to specify a certain role to a contact based specifically on the opportunity. Can be used in situations where outside consultants or third parties are part of an opportunity. As we discussed, Opportunities are directly related to Accounts but they can be related to Contacts as well. We can go directly to the Contact record and add an Opportunity from there just as we did with Joe Fox. The Contact Roles Related List gives you the option to add a Contact that is not related to the account that the Opportunity is related to. Contact Roles can be used to apply specific roles to the Contact other than their job role. For instance, if Bob is the VP of Sales, but his role in this Opportunity is the Decision Maker, Technical Buyer, or Influencer you can specify that here. Contact Roles also allow you to associate consultants or third parties that are involved in an Opportunity but not in an Account.

Reporting

Why Reporting in Salesforce? Salesforce gives you a comprehensive, real-time view of your business. Managers, executives, and even individual sales reps are never more than a few clicks away from the insight needed to make smart business decisions and accurately estimate future sales. Salesforce gives you a comprehensive, real-time view of your business. Managers, executives, and even individual sales reps are never more than a few clicks away from the insight needed to make smart business decisions and accurately estimate future sales. In order to successfully report on and analyze your data you need certain knowledge and skills. You need familiarity with your own business data. You need a variety of useful reports, to get you started. And you need a good tool that lets you fine tune these reports as well as create your own, quickly and easily. To use the report builder, the report builder upgrade must be enabled for your organization. Contact your administrator if you are unable to access it.

Reporting and Data Access What can I report on? If you can see it in Salesforce, you can report on it. Records you own Records to which you have read or read/write access Records that have been shared with you Records owned by or shared with users in roles below you in the hierarchy Before you even run a report, you’ll have questions. “How much information can I see?”, “What if I want to keep my information Private?”. The answer is that the Data Security and Data Sharing Rules for your organization are always active, even in reports. The basic rule is if you can see the information you can report on it. You can run Reports on all of the data to which you have access, including: Records you own. Records to which you have read or read/write access. Records that have been shared with you. Records owned by or shared with users in roles below you in the hierarchy. For Enterprise, Unlimited and Developer Edition customers, you can view only those fields that are visible in your page layout and field-level security settings – Field Level Security is only available for these editions.

The Reports Tab: Introduction Course Name The Reports Tab: Introduction The Reports tab shows your standard and custom reports, and dashboards. Here you can search for, run, and edit reports and dashboards, or create new ones. Use the filters to show all items, just those that you follow or create, or just reports or dashboards. Use search to find items by name. Introduction: The Reports tab is where you can see all your reports and dashboards in one place, listed with descriptions and categorized into folders. From here you can search for, run, and edit reports and dashboards, and create new ones. To run a report from here, simply click the report name. There are various tools here to make finding the right report as easy as possible. Resize, reorder, sort, or choose the columns in your view. Create new reports and dashboards using the New Report button. © Copyright 2010 salesforce.com, inc.

Course Name Folders The Folders pane displays all the report and dashboard folders you have access to. You can search, view, edit, or create folders here. Folders: You can see all the report and dashboard folders that you have access to on the Folders pane. Click a folder to see only items within that folder or search for a specific folder. You can also create new folders or hover over a folder and click the menu button to edit or delete it. © Copyright 2010 salesforce.com, inc.

Report Formats Tabular Reports Summary Reports Matrix Reports Course Name Report Formats Tabular Reports Introduction Summary Reports Salesforce supports four report formats: Tabular Summary Matrix Joined Matrix Reports Introduction: Salesforce supports four report formats: Tabular, Summary, Matrix, and Joined. Joined Reports Copyright 2010 Salesforce.com. All rights reserved.

Report Formats Tabular Reports Course Name Report Formats Tabular Reports Tabular Reports A simple listing of data without any subtotals. Examples: Contact mailing lists, list of all accounts, activity reports. Tabular Reports: Tabular reports provide the most basic way to look at your data—a simple listing of your data without any subtotals. Use this type for reports such as contact mailing lists or a list of all accounts. Copyright 2010 Salesforce.com. All rights reserved.

Report Formats Summary Reports Course Name Report Formats Summary Reports A listing of data with groupings and subtotals. Example: All opportunities for your team subtotaled by sales stage and owner. Summary Reports Summary Reports: Summary reports provide a listing of your data with grouping and subtotals of the data. A report showing all opportunities for your team subtotaled by sales stage and owner is a good use of this report type. Copyright 2010 Salesforce.com. All rights reserved.

Report Formats Matrix Reports Course Name Report Formats Matrix Reports A comparison of related totals, with totals by both row and column. Example: Summarize opportunities by month vertically and by Account horizontally. Matrix Reports Matrix Reports: Matrix reports enable you to create reports in grids against both horizontal and vertical categories. They are used for comparing related totals, especially if you have large amounts of data to summarize and you need to compare values in several different fields. An example of a matrix report would be a report that summarizes opportunities by month vertically and by Account horizontally. Copyright 2010 Salesforce.com. All rights reserved.

Report Formats Joined Reports Course Name Report Formats Joined Reports Blocks of related information in a single report. Example: You can build a report to show opportunity, case, and activity data for your accounts. Joined Reports: Joined reports enable you to add up to five report blocks to display different types of related data. Each block can have its own unique columns, summary fields and formulas, filters, and sort order. An example of joined report would be a report showing opportunity, case, and activity data for your accounts. Joined Reports Copyright 2010 Salesforce.com. All rights reserved.

Modifying a Report with Report Options Always available at the top of every report. Options depend on the type of data being reported on. Make changes in a few clicks, then save as a new report. You can change certain fields to modify a report dynamically before running it. These options depend on the type of data being reported on, and they’re readily available at the top of every report. You can use these report options to summarize the report data using different criteria. You can also change the time frame of the data contained in the report by modifying the date and range fields. Using the Show picklist, you can specify whose data to display in the report. And, you can further filter the report by modifying other picklists that may appear. © Copyright 2012 salesforce.com, inc. Administration Essentials

Modifying a Report with Filters To customize filtered criteria: Click Customize on the top of each report Click Add – Field Filter Enter Criteria – OK Click Run Report 2 1 You can change certain fields to modify a report dynamically before running it. These options depend on the type of data being reported on, and they’re readily available at the top of every report. You can use these report options to summarize the report data using different criteria. You can also change the time frame of the data contained in the report by modifying the date and range fields. Using the Show picklist, you can specify whose data to display in the report. And, you can further filter the report by modifying other picklists that may appear. 3 4 © Copyright 2012 salesforce.com, inc. Administration Essentials

Things to Consider When Running Reports To run a report, click the report name. Most reports run with default criteria. Some reports require you to select additional criteria. To modify a report, click Customize and rerun report. Data is reported on: Records that you own. Records that you have read or read/write access to. Records that have been shared with you. Records owned by or shared with users below you in the role hierarchy. Export reports with over 2,000 records to Excel. There are a few things to consider when running reports. To run a report, click the report name. Most reports will run automatically with default criteria. Having said that, be aware that some reports require you to select additional information – for example some Accounts and Contact reports take you into the report builder where you need to specify criteria. To modify a report after it has run, use Report Options to make changes and rerun the report. As we saw earlier, you can report on all the data you can see: Records you own. Records you have read or read/write access to. Records that have been shared with you. And, records owned by or shared with users below you in the role hierarchy. When running reports that have over 2,000 records, only the first two thousand records will be displayed on screen so you can export the details to Excel where you can view up to 256 columns and 65,536 rows of data in one report.

Help & Questions

Finding Help and Additional Resources Every Page contains help references Check out http://www.success.salesforce.com for guides, blogs, discussion boards and the Idea Exchange Notes:

Questions Any Questions? If you ever have any questions please contact me at 720-446-2554 or lisa.horne@wolterskluwer.com Thank you! Notes: