© 2011 Messaging Architects, Confidential & Proprietary What will we learn? You will know how to navigate and apply our sales process in SalesForce

© 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


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

Salesforce Terminologyand Sales Process


SalesForce: Sales Terminology

LeadA person or company brought in from an outside source (Website, Event, Campaign, ect.)

AccountAn organization you want to manage (Prospects, Suspects, Clients, etc.) and potentially sell to.

ContactAn individual associated with an Account and possibly Opportunities.

OpportunityA potential deal associated with an Account and Contact.

CampaignsCampaigns are marketing initiatives run by the marketing team

ActivityAn interaction that is logged, for example Face-to-Face events, GAP Profiles, Calls, Meetings or Interactions. As well as tasks and “to-dos”.

ProductsA software or service that can be sold to a customer.

AssetsA software product that you have sold to your customer.

Navigation & Salesforce Basics


Navigation: Log in Email

You will receive an email with your login credentials

This link takes you directly in to salesforce.com


Everyone login using the email you received or visit www.salesforce.com


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


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 token2. Pre-pend your password to the security token


Navigation: Security Token


Navigation: Use your Homepage

Navigation Tabs & Search

Dashboards & Stats

Create New & Recent Items

Your Tasks / Activities


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


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

Using Search


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


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


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)


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


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.

Accounts & Account Management


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


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


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


Managing Accounts: Parent Account

Create Hierarchical Relationships with between Accounts by using the Parent Account field

Indents represent level of relationship


Managing Accounts: Best practices

Accounts Best Practices

Contact & Contact Management


Managing Contacts: Record Relationships

A contact record is associated to ONE Main Account

A Contact can be associated to multiple Opportunities through Contact Roles


Managing Contacts: Contact Creation Process

Does Contact already exist?

Yes

No

Always Search First

Create new Contact from the Account record

Update existing Contact


Managing Contacts: 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


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


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”


Managing Contacts: Leverage Fields

When a Contact Status is set to “No Longer W/ Account” the last name is automatically appended with “<lastname> – 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”


Managing Contacts: Best Practices

Contacts Best Practices

Activities and Activity Management


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


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


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


Managing Activities: Appointment

Appointment– Set Appointment….– Complete Appointment– Mark Status as “Completed” before saving record


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


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.


Managing Activities: Exercise

1. Create the following Tasks on the Account you had created earlier: 1. EOCs and Tasks2. GAP Profile3. Appointment Set4. 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

Opportunities & Opportunity Management


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


Managing Opportunities: Opportunity Creation

You should always create Opportunities from the Related List on the Account Record.


Managing Opportunities: Naming and Close Date

Recommended Naming Convention– <Account Name> - <Product Type> - <Close Year and Month>– Ex. Telus Inc. – M+Migrator – 201109Close 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


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


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


Managing Opportunities: Adding Products

1. Select the Products you want by checking the checkbox2. Click “Select” at the top or bottom of the page3. Enter Quantity, overwrite Sales price if necessary. 4. Optionally Enter Notes and Requested Start Date, Click Save,

your done!


Managing Opportunities: Stages and Probability

Stage Probability

Sales Discovery 10 %

Solution Alignment 25 %

Propose / Present 50 %

Opportunity Management 75 %

Closing 90 %

Closed Won 100 %

Closed Lost 0 %

Change the stages on the opportunity as you progress through the sales cycle


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


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.


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.


Managing Opportunities Exercise: Opportunities

1. Create an Opportunity called “<LastName> - 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


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

Reporting and Dashboards


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.


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”


Reporting: Viewing Reports

These reports in the reports tab are custom tailored for Messaging Architects.

MA Sales Folder – reports relating to sales activities


Visual representation of custom report data (Charts, Gauges, Tables, Metrics)

Snapshot of business KPIs in real time

Dashboards: What is a Dashboard


Dashboards: Dashboard Basics

A Dashboard has been created for the sales team.


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


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

Help & Training


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.

• Search Help by typing in keywords or looking through the index, glossary, or tip sheets.


Help & Training: Training Tab

• Learn the fundamentals, then browse the topics relating to your role.

• Learn the fundamentals, then browse the topics relating to your role.

Putting It All Together


Messaging Architects Sales Process (High Level)

Log into Salesforce.com

Create LeadConvert 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

Documents

© 2011 Messaging Architects, Confidential & Proprietary What will we learn? You will know how to navigate and apply our sales process in SalesForce