Sales Force Training Manual
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User Guide Southern Destination Salesforce.com Training Copyright © 2011 SalesCheck C.C. All Rights Reserved Contents Contents ............................................................................................................................................................................................................................................ 2 Module 1: Access & Navigation ............................................................................................................................................................................................................ 4 Module 2: Campaigns ....................................................................................................................................................................................................................... 24 Module 3: Lead Management ............................................................................................................................................................................................................ 32 Module 3: Account Management ....................................................................................................................................................................................................... 48 Module 4: Managing Opportunities .................................................................................................................................................................................................... 60 Module 5: Managing Activities ........................................................................................................................................................................................................... 66 2 User Guide Module 1: Access and Navigation Module 1: Access & Objectives By the end of this module, you should be able to: First Time Access -‐ Logging in from Email Password Policies Navigation • Access and log in to salesforce.com • Understand salesforce terminology • Use common internet techniques to navigate within salesforce.com • Use the Global Search and Tabs to search for data • Read and edit a typical record To ensure access to salesforce.com is secure, all users must have a User Name and Password to log in. You will be sent your login details in an email from your System Administrator. Within the email is a link containing your User name and temporary password. Click on the link to go to the login page described above. The first time you log in you will be asked to change the system generated password into one you can easily remember and based on the password policy settings. You will also need to answer a security question. This question will be used in the event you need to be reminded of your chosen password. • Must be a minimum of 8 characters, • Are case sensitive and must be alpha numeric. • Will expire every 30 days • 5 previous passwords will be remembered and cannot be reused • 5 incorrect password attempts and you are locked out. You will need to call your salesforce.com administrator and they will reset you and also reset the password, allowing you to choose another value. 4 User Guide Subsequent Access Because salesforce.com is completely on-‐demand, it is available anytime, anywhere from any internet browser, not just on any South Africa 365 computer. The internet address to access the login page for salesforce.com is https://login.salesforce.com/ It is recommended that you bookmark this address in your favourite’s page of your browser. Enter your user ID advised in the email above (normally your email address) and the new password you have chosen. If you forget your password, click on the Forgot your password? link. You will be sent an email with a link which you must click to answer the security question you chose when creating your new password. When you answer correctly, you will be emailed another link which you must click to reset your password and re-‐gain access to salesforce.com. To prevent someone else from accessing your salesforce.com application, do not check the Remember User Name option when you are logging in from another users computer. This is also recommended if you share your workstation with a colleague. You can access salesforce.com from any computer that can access the internet (e.g. your home computer) but you will need access to your network through your VPN. 5 User Guide Changing Your Password You can change your password at any time, especially if you believe your password has been compromised. Best practice is to change your password on a monthly basis; you will be prompted for this to happen. To change your password: Step 1 2 Action Click on Setup at the top of the page Expand the My Personal Information link and select Change My Password 6 User Guide 3 Complete the form with all fields containing a value and then click on the button 7 User Guide Granting Admin Access Once you have obtained access to the application it is recommended that you grant access to your system administrator. This feature allows the administrator to log in as you, so they see data from your perspective, without asking for your user id and password. NOBODY should ever need to ask for your password. Report anybody who requests user ID and password information immediately to the system administrator To grant access: Step Action 1 Click on Setup at the top of the page Expand the My Personal Information link and select Grant Login Access 2 3 Complete the second box with a future date and then click on the button 8 User Guide Salesforce Terminology Icon Tab Lead Definition A Lead is a potential customer that South Africa 365 wants to do business with Campaign A campaign is an outbound marketing project that you want to plan, manage, and track within Salesforce.com. It can be a direct mail program, seminar, print advertisement, email, or other type of marketing initiative. You can organize campaigns into hierarchies for easy analysis of related marketing tactics. Person Account Opportunity Report Dashboard Activity A Person Account is an individual account, which is an organization or person involved with your business. South Africa 365 tracks End users, Resellers, Partner, Vendor, Media, Consultant and Influencer accounts. An Opportunity is used to capture quotes and manage the pipeline. Reports are summaries and analyses of data, which you can display or print. The information you see in reports is only the data to which you have access. Dashboards give you a real-‐time snapshot of corporate metrics and key performance indicators. A dashboard is a group of different components that graphically display your custom report data. Activities are Tasks and Events that you can relate to your accounts, Accounts and Opportunities. This enables you to track all interaction with the customer and other members of the team. Not all data is accessed through tabs. Data held in the Account, Contact and Opportunity tabs are said to be in Objects. 9 User Guide Objects are linked to form a process. This user guide has been designed to demonstrate how to follow this process and create and edit occurrences of these objects. The diagram below shows the relationship between the objects. Opportunbes Person Account Acbvibes Contact The Object Relationship Diagram Accessing Data Security Model Access to the data has been designed such that all Accounts and all their Accounts are Public Read/Write/Transfer so the data will be visible and editable to all users. Users will not be able to create new opportunities, a lead will have to be converted in order for an opportunity to be created. 10 User Guide Navigating the Home Page Navigating within salesforce.com is much the same as how you use other popular websites -‐ point and click on links and buttons to access pages and information. An underlined label is a link through to more information. The Home Page After logging into salesforce.com, you begin at the Home Page, where you can review and prioritise your activities for the day, access and enter information or jump to other areas by clicking on Tabs. The Home Page comprises Sidebar, Calendar and Events, my tasks and dashboards 11 User Guide Tip -‐ Click the Activities List View icon to easily track and manage your Tasks and Events across records all in one place. Managing Events and Your Calendar Events are Activities, such as meetings, telephone calls and appointments, which are scheduled for a specific date and time. The Events section of the Home Page (Figure 1) lists Events scheduled within the next seven days. Once the date of an Event is passed, the Event will drop off the Home Page. To see future Events beyond a week, click on the Calendar icon. Managing Tasks Tasks are to-‐do items with a due date, such as follow-‐up phone calls, assigned to yourself or another salesforce.com user. You can specify how Tasks are listed on the Home Page (Figure 1), such as a list of only Today’s Tasks. Once a Task’s status is changed to Complete, the Task drops off the Home Page Notice that overdue Tasks remain on the Home Page but the date of the task is displayed in red 12 User Guide Navigating the Home Page Global search functionality at the top of the page next to the logo. Search Use Search to find record information and/or to check a record does not already exist in the database to avoid entering duplicates. Use: Basic Search – for records you and your Team have visibility on Advanced Search – using key words/criteria (covered later) Basic Search To effectively use the basic search tool, keep the following in mind: • You can search for items you have the ability to view • You can enter Broker or Individual identifiers here, e.g. Broker Number • If your search string has multiple words, they are automatically treated as an exact phrase, not as separate words Searches are not case-‐sensitive Searches only look in a certain subset of fields Note: Wildcards (*) can be used to improve your search results, though a wildcard is already automatically appended to your search string to find any phrase that begins with your string. 13 User Guide Advanced Search To effectively use the basic search tool, keep the following in mind: Navigating the Home Page Recent Items The Recent Items section of the sidebar displays a history of links to the last ten records, such as Accounts, Accounts, or Opportunities you edited, created or viewed. It will not show Activity, Report or Dashboard links. 14 User Guide Messages and Alerts Occasionally the System Administrator will need to send out messages to all users, e.g. scheduled maintenance, changes to forms, etc. and these messages will be displayed in this part of the sidebar Recycle Bin The Recycle Bin link lets you view recently deleted records for 30 days before they are permanently deleted from the system. Shortcut Create New Navigating the Tabs Colour-‐coded tabs run across the top of any page. Click on a tab to access that tabs homepage where you will see Recent records for that tab, Views and tools for adding, editing, and reviewing record information. 15 User Guide Navigating the Tabs With the exception of the Home, Reports, and Dashboard Tabs, the layout of a typical Tab contains: Views Use the Views available to easily identify records you want to work with. You can also create your own Views to quickly pull up a subset of records to focus on based on criteria you specify. For example, a View can pull up a list of all Accounts in Gauteng. The View dropdown contains both default & custom Views you create (more on Views later). 16 User Guide Tip – Hold down Shift button as you click on a recent item. The link opens in a new window but keeps the previous window open. Recent Items – on a Tab This section lists up to the last 25 records of that tabs object type which you recently viewed, created, or modified for quick access to relevant information. New button Users will be able to create new records. Note: Best practice is not to click on the New button on the Accounts and Opportunities Tabs. Refer to the relevant Module to check on how you to create new Accounts and Opportunities. Reports/Tools These sections display a small selection of commonly used reports, which can also be found by clicking on the Reports Tab, as well as unique tools specific to each Tab. These Tools will be introduced in later training sessions as specific User requirements are identified, 17 User Guide Navigating a Record All records can be divided into two main parts: the Record Detail and the Related Lists. Hover over Question Marks to display field sensitive Help Click on the black triangles to expand and collapse each section in the Detail area of the record. 18 User Guide The related list layout 19 User Guide Navigating within a Record Record Detail The detail section of a record, the area bound by a row of buttons (usually starting with ) from above and below, contains information specific to the record. For example detail information in an Account can include: Account Name, Account Number and Address Information, etc. Each sub-‐section of the details can be expanded or collapsed by clicking on the arrows to the left of the section name. Note: The data is structured so that information only needs to be entered into one record type -‐ it will be displayed on related records. Related Lists Below the record details are the Related Lists, additional related summary information in the form of links you can click on to get further detailed information. For example, when you open an Account and scroll down past the details section, you should be able to see for example, Notes & Attachments, Accounts, Open Activities, Activity History and Opportunities. Above the Record Details are the Related Lists Hover Links which provide quick access to Related Lists in a record. Rather than scroll down an entire record to get to a specific Related List, you can simply mouse over a Hover Link to view and manage items in a Related list which display as an interactive overlay. Alternatively, you can click on a Hover Link to jump directly down to its corresponding Related List. Related Lists Hover Links (in a account record). 20 User Guide Editing a Record To edit the Detail section of a record, simply click on the Edit button and make the changes. Note: When editing a record, fields marked with a red bar are required fields and need to be filled in. Remember users can only edit Account, Account or Opportunity records that they own. Manager can edit all their teams’ records. In-‐line editing. When you are viewing a record in the system (Account, account or opportunity) you can double click on a field you want to change and it will allow you to edit just that field. When you click away from that field the information will turn red. This change has not yet been saved; however, you can now edit another field if you wish. When you have finished editing click on the before you change pages. If a padlock appears next to the field, you cannot edit it Opening a new window If you are entering data in a screen in Salesforce.com and you need to get information from a different area of the system (particularly relevant when adding opportunities), hold down the shift key and click on the relevant field to open an additional window showing the appropriate information (i.e. you are in a opportunity, hold down shift and click on Account to open second window with the Account information). Getting Help Help is only a click away in salesforce.com. Click on any Help icon for context-‐specific help. For additional information, click on the Help & Training link found at the top-‐right of any page. Note: This is generic help. The South Africa 365 version of this help is not customised so you will not find answers to all of your questions here and the system may show you functionality that is not enabled for you. The Context-‐Specific Help Icon The Help & Training link Note: Help in these areas is generic; information specific to South Africa 365 is not available here. If you want to learn more about salesforce in general this is a good place to start 21 User Guide Tying It All Together Learning Check Summary A colleague is on holiday and his customer calls asking about an Opportunity. The customer wants to know the status of his / her quotation What do you do in salesforce? Answer: True or False: Tasks remain on your Home Page until you mark them as complete. Answer: All the following are found on a Tab’s homepage EXCEPT A. Hover Related Lists B. Recent Items C. Reports D. Views Answer: By the end of this module, you should be able to: • • • • • • Access and log in to salesforce.com Understand salesforce terminology Use common internet techniques to navigate within salesforce.com Use the Global search and Tabs to search for data Read and edit a typical record Find Help & Training 22 User Guide Module 2: Campaigns Module 2: Campaigns Introduction A campaign is an outbound marketing project that you want to plan, manage, and track within Salesforce.com. It can be a direct mail program, seminar, print advertisement, email, or other type of marketing initiative. You can organize campaigns into hierarchies for easy analysis of related marketing tactics. The Campaigns tab displays a home page that lets you quickly locate and report on campaigns. You can also sort and filter campaigns using standard and custom list views. In addition, this tab lets you view and edit detailed information on campaigns. Objectives At the end of this module, you will be able to:-‐ • Understand your Campaign • Create a new campaign • Add campaign members 24 User Guide Campaigns Home • Clicking on the Campaigns tab displays the campaigns home page. • In the Campaign Views section, select a list view from the drop-‐down list to go directly to that list page, or click Create New View to define your own custom view. • In the Recent Campaigns section, select an item from the drop-‐down list to display a brief list of the top campaigns matching that criterion. From the list, you can click any campaign name to go directly to the campaign detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the “Campaigns Tab” search layout defined by your administrator and by your field-‐level security settings. The Recent Campaigns choices are: • Under Reports, click any report name to jump to that report. • In the Summary section, choose values and click Run Report to view a summary list of your Campaigns. • Select any of the links under Tools to manage your campaigns. 25 User Guide Viewing Campaign Lists The leads list page displays a list of Campaign in your current view. From this page, you can view detailed camapign information and access related activity information. To show a filtered list of items, select a predefined list from the View drop-‐down list, or click Create New View to define your own custom view. Click New Campaign or select Campaign from the Create New drop-‐down list in the sidebar to create a campaign. These options display only if you have the “Create” permission on campaigns. Click any column heading to sort the campaigns in ascending order using that column’s information. Click the heading a second time to sort in descending order. At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click the Next Page (or Previous Page) link to go to the next or previous set of campaigns. At the bottom of the list view, select fewer or more to view a shorter or longer display list. Click Printable View ( ) to display the current list view in a format that is ready for printing. Click any column heading to sort the Campaigns in ascending order using that column’s information. Click the heading a second time to sort in descending order. • At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click New Campaign or select Campaign from the Create New drop-‐down list in the sidebar to create a lead. • Click the Next Page (or Previous Page) link to go to the next or previous set of leads. • At the bottom of the leads list view, select fewer or more to view a shorter or longer display list. 26 User Guide Creating a New Campaign Campaigns can be created in the following ways: • Campaigns Home Tab • Create New Short Cut • Campaigns List View Complete the campaign fields:. 27 User Guide Campaign Related Lists • • • The lower portion of the display provides information related to the campaign. The related lists you see are determined by your personal customization, and by any customization your administrator has made to page layouts or your permissions to view related data. You can click individual items to display additional detail. Click more at the bottom of the page to display more items in the related lists. 28 User Guide Adding Members to a Campaign: You can add members by searching for current leads or accounts. 29 User Guide To use one of the import wizards, click the Manage Members drop-‐down button on a campaign detail page and select one of the following: • Add Members -‐ Import File then click Import Leads: With the Lead Import Wizard, you can import a list of new names. Salesforce.com creates leads in the system, and associates those leads with your campaign to create new campaign members. • Update & Add Members -‐ Import File then click Update & Add Campaign Members: With the Campaign Update Wizard, you can import a list of existing Salesforce.com accounts and leads. Salesforce.com associates the records with your existing campaign member records, and updates their response history. In addition, any new leads or accounts added using the Campaign Update Wizard will be added as members of the campaign. 30 User Guide Module 3: Lead Management 31 User Guide Module 3: Lead Management Introduction A lead is a prospect or potential opportunity -‐ a person you met at a conference who expressed interest or someone who filled out a form on your company’s website. You can enter leads manually in the Leads tab, or your administrator can import leads. Leads will also be generated from the South Africa 365 website and will also be sent into Salesforce with a Salesforce to Salesforce connection from African Safaris. http://www.southafrica365.com/enquiry/ The Leads tab displays a home page that lets you quickly create and locate leads. You can also sort and filter leads using standard and custom list views. In addition, this tab lets you create and edit leads, associate events and tasks with those leads, and convert qualified leads into an account, account, and, optionally, an opportunity Objectives At the end of this module, you will be able to:-‐ • Understand your lead records and relationships • Find your Lead records • Understand the associated data • Convert Leads 32 User Guide Leads Home • Clicking on the Leads tab displays the leads home page. • In the Lead Views section, select a list view from the drop-‐down list to go directly to that list page, or click Create New View to define your own custom view. • In the Recent Leads section, select an item from the drop-‐down list to display a brief list of the top leads matching that criteria. From the list, you can click any lead name to go directly to the lead detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the “Leads Tab” search layout defined by your administrator and by your field-‐level security settings. The Recent Leads choices are: • Under Reports, click any report name to jump to that report. • In the Summary section, choose values and click Run Report to view a summary list of your leads. • Select any of the links under Tools to manage your leads. 33 User Guide Assigning Leads • All leads will be assigned to Liesl who will manually assign the leads to the users • When you manually create a lead from the Leads tab, you are automatically listed as the owner of the lead. Changing Ownership of One Lead • To change the ownership of a lead you own or have read/write sharing access to, click the Change link next to the Lead Owner field, and then specify the name of a user or queue. The Change link only displays on the lead detail page, not the edit page. • Select the Send Notification Email box to send an automated email to the new lead owner. If the new owner is a queue, Salesforce.com sends the email to all of the queue members. All leads that are assigned to you, either manually, via import, or from the web, are automatically marked as “Unread;” that is, they have a check mark in the Unread column on leads list views. So to view your new leads, select the My Unread leads list view. Leads are automatically marked as “Read” only after you view or edit them. 34 User Guide Viewing Lead Lists The leads list page displays a list of leads in your current view. From this page, you can view detailed lead information and access related activity information. To show a filtered list of items, select a predefined list from the View drop-‐down list, or click Create New View to define your own custom view. Choose the My Unread Leads view to see all of your new leads; unread leads are leads you own that you have not yet viewed or edited. To edit or delete any view you created, select it from the View drop-‐down list and click Edit. Click Printable View ( ) to display the current list view in a format that is ready for printing. To change the Owner or Status for multiple leads, display your list view, and then check the box next to one or more leads. Optionally, check the box in the column header to select all currently displayed items. 35 User Guide Then click the Change Owner or Change Status button. If you change the status of a lead you own using the Change Status button, the Unread By Owner checkbox is still selected. Click any column heading to sort the leads in ascending order using that column’s information. Click the heading a second time to sort in descending order. • At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click New Lead or select Lead from the Create New drop-‐down list in the sidebar to create a lead. • Click the Next Page (or Previous Page) link to go to the next or previous set of leads. • At the bottom of the leads list view, select fewer or more to view a shorter or longer display list. • Click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of drag-‐and-‐drop scheduling. Tip 36 User Guide Hover details are page. available, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail Once you have located a lead on the leads home or list pages, click the lead name to display detailed information. 37 User Guide Displaying and Editing Leads Once you have located a lead on the leads home or list pages, click the lead name to display detailed information. Editing Leads • To update a lead, click Edit, and then change the fields you want to update. • When you have finished, click Save. You can also click Save & New to save the current lead and create another. Lead Related Lists • The lower portion of the display provides information related to the lead, including activities, notes, attachments, and any campaigns associated with the lead. • The related lists you see are determined by your personal customization, and by any customization your administrator has made to page layouts or your permissions to view related data. • You can click individual items to display additional detail. Click more at the bottom of the page to display more items in the related lists. Printing Leads • To open a printable display of all information for a record, click Printable View on the detail page 38 User Guide Note Related list related list and its hover link to jump hover links display at the top of each detail page. Hover your mouse pointer over a related list hover link to display the corresponding number of records. An interactive overlay allows you to quickly view and manage the related list items. You can also click a related list to the content of the related list without having to scroll down the page. 39 User Guide Creating Leads To manually create a new lead: • Select Lead from the Create New drop-‐down list in the sidebar, • or click New next to Recent Leads on the leads home page. • Complete the new lead information:. 40 User Guide Select the checkbox below the lead information to assign the lead automatically using the active lead assignment rule. If you do not check the box, you are assigned as the owner. 41 User Guide Click Save when you are finished, or click Save & New to save the current lead and add another. 42 User Guide Selecting the Assign using active assignment rule will assign the lead to Liesl. Converting Leads When you convert a lead, Salesforce.com creates a new account (or gives the option to add the opportunity and account to an existing account), account, and, optionally, an opportunity using the information from the lead. Southern Destination will only create new opportunities by converting leads. If an existing account and account have the same names as those specified on the lead, you can choose to update the existing account and account. Information from the lead is inserted only into blank fields; Salesforce.com does not overwrite existing account and account data. All open and closed activities from the lead are attached to the account, account, and opportunity. You can assign the owner of the records, and schedule a follow-‐up task. When you assign a new owner, only the open activities are assigned to the new owner. To convert a lead: 1. From the lead detail page, click Convert. 43 User Guide 2. Option allows you to change the owner of the lead. This reassigns all notes, attachments, and open activities to the new owner but does not change closed activities. Select the Send Email to the Owner checkbox to send an automated email to the new owner 3. In the Account Name field, select a new account or search for an existing account. Click View to open a printable view of the existing account. Information from the lead is inserted only into blank fields; it will not overwrite existing account data. 4. In Name the Opportunity field, enter a name for the new opportunity, or select the Do not create a new opportunity upon conversion checkbox if you do not want to create an opportunity. 5. In the Converted Status picklist, select a status for the converted lead. Choices include statuses marked as “Qualified” by your administrator. 44 User Guide 6. Optionally, fill in the following fields to schedule a follow-‐up task that is automatically assigned to the record owner: o Subject—The subject or short description of the task. You can enter a subject, or select from a picklist of previously defined subjects. o Due Date (optional)—Date when the task should be completed. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. o Comments (optional)—Text note describing the task. This field can hold up to 32KB of data. o Status—Current status of task, for example, Not Started or Completed. (Picklist selections can be customized by your administrator.) o Priority—Urgency of the task, for example, Low, Medium, or High. (Picklist selections can be customized by your administrator.) o Send Notification Email (optional)—Select this checkbox to send a notification about this task to the assignee. o Reminder (optional)—Select this checkbox to schedule a reminder for this task. Click Convert.I 7. If a duplicate account exists, choose whether to create a new account or update the existing account. Information from the lead is inserted only into blank fields; it will not overwrite existing account data.When updating an existing account, check the box if you want to overwrite the Lead Source field in the account with the value from the lead.click Convert to finish. 45 User Guide Tying It All Together You have a customer who is interested in making travel arrangements with South Africa 365. What do you do in salesforce? Answer: Learning Check Summary By the end of this module, you should be able to: • • • Create a Lead Find Leads allocated to yourself Convert a Lead 46 User Guide Module 3: Account Management Module 3: Account Management Introduction Accounts in salesforce let you view and maintain critical information about companies that you wish to record information about. These companies may be current Accounts you are dealing with, dormant Accounts, competitors, etc. South Africa 365 will be using person accounts: A person account is an individual consumer with whom you do business, such as a financial services client, an online shopper, or a vacation traveler. Person accounts are applicable to organizations that operate on a business-‐to-‐consumer model as opposed to a business-‐to-‐business model. All the account and personal information regarding a customer / client is saved in this object. Objectives At the end of this module, you will be able to:-‐ • Understand your customer records and relationships • Find your Person Account records • Understand the associated data • Set up new Person Accounts • Update existing Accounts 48 User Guide What is A Person Account? Locating Accounts A person account is an individual consumer with whom you do business, such as a financial services client, an online shopper, or a vacation traveller. Person accounts are applicable to organizations that operate on a business-‐to-‐consumer model as opposed to a business-‐to-‐business model. An Account has relationships with other tabs in salesforce and is the backbone of all the data. All other records roll up and are visible in the Accounts Related lists. From this vantage point, use Account records to quickly take in the view from the top, and easily drill down to linked information such as Opportunities, Travel Logic Quotations and any related Activities. Accounts can be found four main ways: 1. Using the Global/Advanced search 2. Referring to the Recent Items section in the Sidebar or Accounts tab 3. From the Accounts Tab, select an Account View to pull up a list of relevant records 4. Using the view list Searching for a Account– using Search The ‘Search’ option in the Global search looks for all matching records. To search for an Account: 1. From Global search, type the name of the company in the search box and click on . 2. From the search results, click on the Account name 3. If the record is not found it means the Account does not exist and will need to be created in salesforce Searching for an Account using Views You can search for a number of Accounts by using the Views. A number of views have already been created, however you can create views specific to your own needs. NB Do not use the View of ‘My Accounts’ as this will not return all the Accounts that you have an interest in. Please see below to see how to produce a report of all interested Accounts Select a view by clicking on the drop down, highlight the view and click Go to display the records. 49 User Guide Creating Views To create a new view Step 1 Action Click on Create New View. 2 Enter the name of your view. 50 User Guide 3 Specify the search criteria – select All Accounts. The way South Africa 365 have set the system up means that "My Accounts" will only return records for which I am the owner. 51 User Guide 4 Select the columns you wish to see in the view If you are an administrator or a user with the “Manage Public List Views” permission, specify whether everyone or just you can see the custom view. Users can specify a public group, role, or role including all users below that role to see the custom view. To share the list view, select Visible to certain groups of users, choose the type of group or role from the drop-‐down list, select the group or role from the list below it, and click Add. . 52 User Guide 5 Click the button. This will also run the view. 53 User Guide Account Details The Detail section of an Accounts record contains links and editable fields for capturing information. Account Details This section has the Account name, Account type, Account details and company profile details. Address Information This section holds the full Correspondence Address Additional Information This section holds extra company details. 54 User Guide How to add a new Account A new account will be created when a lead is converted. Al accounts will be created from leads. To create manually create a new Account Step 1 Having first searched to ensure the Account does not already exist, select Accounts from the tabs on the home page 2 Select New on the Recent Accounts section 3 Select New Account Complete the fields in the New Account screen. The mandatory fields will have a red marker next to them. 4 5 Action Click the button to add the new Account to salesforce. 55 User Guide Account Related Lists An Account’s Related Lists give you 360 degree visibility on all information linked to the Account. Simply mouse over the Related List to see the linked items. Click on the links to display the record. Opportunities Use this Related List to view all opportunities at this Account (covered later). Open Activities Activities are scheduled Tasks and Events used in salesforce.com to track all the significant activities involving the customer. The Open Activities Related List contains all your uncompleted to-‐do items and future appointments/meetings (covered later). Activity History Once a Task’s status is marked as Completed and an Event’s date and time has passed, they move from the Open Activities Related List to the Activity History List. You can also record additional Tasks from the Activity History list, such as Log a Call, which defaults to a Completed status (covered later). Notes & Attachments Allows a user to add notes and attachment for the account. 56 User Guide Working with Accounts – Updating information To edit an Account Detail section: Step 1 Search for the Account from the Global Search: 2 Click the Account name in the search results. 3 Action Click the button or use In-‐Line Editing 4 Make any necessary changes. 5 Click the . button. 57 User Guide Tying It All Together Learning Check Summary A customer asks for a new quote but they also inform you that they have moved and needs to update their address details with South Africa 365. What do you do? Further investigation shows that the information stored on Salesforce is incorrect. How can you store this new information? Answer How are Accounts entered into salesforce.com? Answer: What are the various related lists for Answer: Who can edit an existing Account? Answer:. You should now be able to: • • • • • Understand your customer records and relationships Find your Account records Understand the associated data Set up new Account Update existing Accounts 58 User Guide Module 4: Managing Opportunities Module 4: Managing Opportunities Introduction Objectives Opportunities in salesforce.com help you efficiently pursue a potential sale (and manage the sales through the sales cycle.) You can use opportunities to input prospective Account information. All Opportunities must be created from the Account record. At the end of this module, you will be able to. Locate your Opportunities Understand how the system tracks the sales process Add new Opportunities Create Travel Logic Quotes Manage your Opportunities through the pipeline • • • • • 60 User Guide What is an Opportunity? Definition: An opportunity is a prospect piece of business, which can be monitored through the pipeline from quote/tender to Opportunity completion. Locating Opportunities Opportunities can be found in salesforce.com in several ways: 1. Using the Global/Advanced search 2. Referring to the Recent Items section in the Sidebar or Opportunities tab 3. Running an Opportunity View to pull up a list of Opportunities 4. From the Opportunity Related List on an Account record To search for an Opportunity do the following: 1. From the Global search, type the name of your Opportunity in the search box and click 2. From the list of search results, click on the Opportunity name Sales Process For Southern Destination all opportunities will be created from leads that is converted. If a person have already been a customer of Southern Destination the lead conversion process will detect the duplicate accounts You will need to maintain the detail in the Opportunity to indicate where you are in the sales cycle to ensure that reporting always reflects latest pipeline and revenue figures. 61 User Guide Editing an opportunity After you have located the opportunity that was created from the lead conversion process you can edit the opportunity information so that you can generate a quote from Travel Logic. Chaning the Opportunity status to “Raised a quote”, will automatically create the details in Travelogic. The following Information is sent to Travellogic: • Users now need to log into Travel and generate the required quotation, when the quote have been generated in Travel Logic then the opportunity will be updated with the information from Travel logic. • This information will be updated into Salesforce into the TL Quotation object which is displayed as a related list under the related opportunity. 62 User Guide Opportunity Related Lists Related Lists represent additional information linked to an Opportunity. TL Quotations TL Quotations displays all the quotes for the related opportunity that have been generated from Travel Logic. Each time a quote is changed or a new quote is created for the related opportunity the TL Quotation will be updated with the information from Travel logic. Open Activities Activities are scheduled Tasks and Events used in salesforce.com to track all the significant activities involved in working with this Account. The Open Activities Related List contains all your uncompleted to-‐do items and future appointments/meetings with this Account. (covered in the Activities Module) Activity History Once a Task’s status is marked as Completed and an Event’s date and time has passed, they move from the Open Activities Related List to the Activity History List. You can also record additional Tasks from the Activity History list, such as Log a Call, which defaults to a Completed status. (This will be explained in Activities Module) Stage History Tracks the status changes in the various stages Stages for South Africa 365 include: • Raised a quote st • 1 account made (by email or phone) • Email / negotiating / repel • Raised invoice / pro forma • Money in the bank • Closed lost The sales stages takes the opportunity through the sales cycle and needs to be updated by the user / agent 63 User Guide Tying It All Together Learning Check Summary How will opportunities be created in Salesforce? Answer: Where do you see update history for the Stage Field? Answer: By now you should be able to: . • • • • Locate your Opportunities Understand how the system tracks the sales process Add new Opportunities Manage your Opportunities through the pipeline 64 User Guide Module 5: Managing Activities Module 5: Managing Activities Introduction Activities are used in salesforce to track all the significant tasks and events involved in acquiring, selling to, and servicing Customers. By managing Activities in salesforce, you can better coordinate with your team including sales support, quickly assess what is happening with your Opportunities, and focus on the next steps to close Opportunities or solve issues. All calls, both pre-‐planned and impromptu, can be logged as events on Salesforce.com and can be monitored. The key message here is, “If it is not on Salesforce.com, it didn’t happen”. Objectives By the end of this module, you should be able to: • View, create and update Tasks, Events What is an Activity? Definition: An Activity is a scheduled calendar Event or Task. Tasks A Task is essentially a to-‐do, an action that needs to be completed by a specific date. For example, after a meeting with your customer, you can create a Task to remind you to do a follow-‐up phone call in a week. Tasks can be used in relation to passing work between consultant & sales support; this would also then create a clear audit trail. Events An Event is a calendar activity, such as meetings, customer visits, or calls. Like a Task, Events occur on a specific date, but also have a specific time, duration, and often, a location. • If you want any of your Activities to remain open, locate them and mark them as “Not Started” or “In Progress” then save them and they will appear on your My Tasks section of your home page. • You can set up reminder times for all Events and Tasks. You can set your default setting to no reminder, or to a specific time before each meeting i.e. remind me the day before. • Incoming calls should be logged by using the “Log a Call” button in Activity History All other calls should be added as Events 66 User Guide Creating Tasks Creating a Task Use tasks to remind yourself or someone else of an action item that needs to get done with regards to a Account, Opportunity, or Account. For example, after a meeting with a customer you set a task to call an Employer to chase up missing details or pass the task to another users such as sales support to follow up You can use the ‘Reminder’ feature to alert you the Task is due for completion. Note: As best practise most activities should be added to a person account and related to an opportunity. 67 User Guide Creating a Task To create a Task: Step 1 2 3 4 Action Search for the Account that you want to link the Task to Click the Account name in the search results. Click the button in their Open Activities related list. 5 Note: When you create a Task, the Task is assigned to you by default. Use the magnifying glass look-‐up icon to assign the task to another person. If you re-‐assign the task to someone else, check Send Notification Email so that the person receives an email alert of the Task. Enter Task details: Set a Reminder time. Click the button. Once the Save button has been clicked the task will appear on the HOME page of the person it has been assigned to. It will also appear in both the Accounts and Account’s Open Activity related list 68 User Guide Completing a Task Completing a Task Once the phone call has taken place the task can be closed. There are 2 ways of doing this 1) From the home page, click on the cross next to the task. This method is recommended. 2) Finding the account and then displaying the task, then editing the task and changing the task status to Closed Notice that Overdue tasks are shown with their Date displayed in red. 69 User Guide Clicking on the X next to the task opens that task in edit mode and automatically changes the status to Complete Further updates can be made to the Comments section as required. The task can now be saved by clicking on the button. However, in this scenario, we have managed to book a meeting with the account and it is possible to create a New Event by clicking on the button 70 User Guide Creating Events Creating an Event The previous scenario showed how to create a New Event from an existing Task. It is also possible to create an Event from the Account or Opportunity Open Activities related lists, similar to creating a task. When you want to schedule Activities, to manage customer interactions, that have a particular date, time, duration, and place, create an Event. Re-‐visit your Events to keep them updated with Call Report details. This could be face to face or just a phone call. Creating an Event from the Open Activities related list To create an Event: Step 1 2 Action Search for the account that you want to link the Event to. Click the account name in the search results. 71 User Guide 3 Click the button in the Open Activities related list or button in an existing Activity Note that if created from an existing Task them the Subject field is populated with the Task value 4 Enter Event details 72 User Guide 5 6 7 8 To add this account to the Add Invitees section of the Event, click on the link. Other attendees are added by scrolling to the bottom of the event screen and clicking ‘add invitees’ in ‘Invite Others’ section. Set yourself a reminder. This will appear as a pop-‐up in salesforce.com nearer the time of the event. If there are no other delegates for the meeting then click the button. To add further people to the meeting then scroll to the bottom of the form and click on the A new window opens that allows you to choose users or accounts 9 10 11 Tick against the names required and click on the Click on the Click on the button. button. Repeat for all invitees button when all have been inserted to send the email to users and account. 73 User Guide Other Types of Activities Though Tasks and Events are the main types of Activities, there are other specific kinds of Tasks that are created from the Activity History related list. By default, these Tasks have a Completed status and Complete by date set to the day the activity is created, because they are past actions. Log a Call Essentially a Task of an unplanned call. Use Log a Call after a quick telephone call to make sure you capture key details. For example, when your customer calls you, use Log a Call to record the date it took place or outcomes. Send an Email You can send emails to a Account directly from salesforce.com. You can use existing templates (i.e. from a previous campaign). The email is logged in the Activity History related list of the Account record you sent it from. When you ‘Send an Email’, switch to HTML so you can track the email in the HTML Status related list on the Account record. 74 User Guide To send an Email: switch to HTML Step 1 Action Search for the Account that you want to send the email to. 2 3 Click the Account name in the search results. Click the button in the Activity History related list 75 User Guide 4 Complete the email form. You can also choose from a template or attach documents. 5 If necessary click to check the Body of your email. 6 Click the button. 76 User Guide Organising and Viewing Activities Activities can be viewed and managed from three areas within salesforce.com: 1. In an Opportunity or Accounts related list -‐ In order to gain better context surrounding an Activity, you can view Activities from the Open Activities and Activity History related list within a, Account, Opportunity or an Account. A Task remains on the Open Activities related list until its status is changed to Completed; then the record appears on the Activity History related list. An Event, on the other hand, automatically moves from the Open Activities related list to the Activity History related list when the scheduled date and time passes. Remember you must update the Event Complete field to show ‘Completed’, update the Call Outcome in order for events to be picked up as completed within the reporting section 2. On the Home Page -‐ The My Tasks section on the Home Page displays your to-‐do items. Anything in red is an overdue task. Use the drop-‐ down list in the top-‐right corner of the My Tasks section to quickly re-‐sort your tasks based on different time frames and statuses. Be sure to change the dropdown from Overdue to All Open when you log into salesforce.com for the first time. The Calendar section shows all your upcoming Events in the next seven days. 3. My Tasks and the Calendar on the Home Page In the Activity list view -‐ Use the Activity list view to manage one consolidated list of all your Tasks and Events across Accounts. The Activity list view can be accessed from the Calendar on the Home Page. 77 User Guide Tying it All Together What Activities can you create in salesforce? Answer: Learning Check Summary How long do Tasks remain on your Home Page? A. For 30 days B. Until the due date passes C. Until you mark them as complete D. Until you delete them Answer: What is the difference between a Task and an Event? Answer: True or False? If you create a Task in an Opportunity, you will see a copy of that Task in the associated Account. Answer: A colleague creates and assigns a Task for you to follow up with a customer who has a few questions. How can you view the details of this Task? Answer: By now, you should be able to: • • View, create and update Tasks, Events and Call Reports Create Confidential Activities 78 User Guide Module 6: Reports and Dashboards 79 User Guide Module 6: Reports and Dashboards Introduction Objectives Reports Navigating the Reports Reports and Dashboards generated from data in Salesforce.com will be used as the basis of one to ones between Sales Staff and Management teams. With Salesforce, all users have access to the key data they need through powerful reports & dashboards. This gives clear visibility of your activities and business pipeline. From the basic search views, reports & dashboards, you have the tools to make the information work for you. By the end of this module, you should be able to: • Run reports • Change the selection criteria • Describe the component parts of a Dashboard • View a Dashboard By using the Reports in salesforce, you can get REAL TIME insight into your sales, customers, and overall business. As long as you use salesforce to manage your Opportunities, and other customer-‐related information, you can easily consolidate and analyse this data with Reports. Reports will be created for you and stored in folders, however you will be able to customize these reports and create your own. Navigating the Reports Tab All your Reports are accessible from the Reports Tab and are sorted by folders. On this page you can do the following: • Click the grey arrow on the left side of the folder to hide or show a folder’s Reports. • Reorder, collapse, and expand all folders by clicking on the links at the top-‐right of the folder list. • Run a Report by clicking a Report title. 80 User Guide The Reports tab 81 User Guide Running a Report Tip -‐ Click a column heading in a Report to re-‐sort your Report by that column. Running a Report When you click a Report’s name, a Report page appears based on the criteria set for the Report. Keep in mind that you can run Reports only on data to which you have access. A Report has two parts: 1. Report options – This section is at the top of the page. 2. Generated Report – This section shows the actual report itself with the most current data in salesforce.com. What shows up in the Report depends on the criteria and what you have permission to see in salesforce.com. A report You can change the date range of the report by clicking into the Time Frame section at the top of the report. Changing the value in Columns allows you to choose a different date field for the selection. 82 User Guide Changing the value in Duration changes the values held in the Start date and End date fields. (you can manually enter a date range into these two fields or leave them blank for no date selection to be performed) Report Buttons Use the buttons at the top of the generated Report to hide or expand information Run Report – Generates a Report based on the latest data in salesforce Hide/Show Details – Expands or collapses Report details Customise – Change the criteria of your report. 83 User Guide Customising a Report You can customise any report by changing any number of options e.g. the criteria, the columns to display Step 1 Action Run your chosen report 2 Click the .button You will be taken to Step 2 of the Report Wizard. 3 Click the on the Jump Step drop down to select the step where you want to make your changes 4 Make the required changes and click on Report data 84 to see the new User Guide 5 6 Click on Save if you created the report or Save As if the report was created for you, if you wish to keep the new parameters Give your report a name and save it in your Personal Custom folder. Only you will be able to view this report. 85 User Guide Dashboards Introduction A Dashboard is a visual representation of key business information. They show information from a maximum of 20 multiple reports Each report creates one component on the Dashboards and uses Custom Reports as source The dashboard home page, like reports is different to all other object home pages. Here you can select the dashboard you wish to view. Just click on the View dashboard menu . Dashboards do not automatically refresh when you view them although some will be scheduled to refresh regularly e.g. once a day/once a week. Always check the last runtime on the top right of the screen To view up to date information click on 86 User Guide The reports will run automatically and update the results on your dashboard. Dashboard Components Each component can be different, depending on the data you wish to extract from the report. Chart: Graphical representation of report results Table: A listing of the top or bottom records from a report 87 User Guide Gauge: A single data value – displayed as a point on a defined spectrum – drawn from the Grand Total of a report Metric: A single data value – drawn from the Grand Total of a report 88 User Guide 89 User Guide Tying It All Together Learning Check Summary You have a meeting Monday to discuss what’s in the opportunity pipeline. What would you do in salesforce? Answer: How can you change the date range on a report? Answer: List the 4 different components in a Dashboard Answer: Do recently run Reports appear in the Sidebar? If not how can I quickly access them? Answer: By now, you should be able to: • • • • • Run a Report Customise a report Create a new custom report Describe what a dashboard is View a dashboard 90 User Guide
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