Getting Set-up with Salesforce - a1027.g.akamai.neta1027.g.akamai.net/.../mmu_b/Salesforce/CRM182_CRMGettingSetUp… · Getting Set-up with Salesforce Reference Guide Use this document

FOR PROFESSIONAL TRAINING USE ONLY. NOT FOR USE WITH THE PUBLIC.

© 2018 Massachusetts Mutual Life Insurance Company (MassMutual), Springfield, MA 01111-0001. All rights reserved. www.massmutual.com. CRM182 4/18/2018 Page 1 of 25

Getting Set-up with Salesforce Reference Guide

Use this document to setup your Salesforce account.

Contents

Complete Your User Preferences .................................................................................................................... 2

Outlook Contact Sync ...................................................................................................................................... 7

Manual Email Sync .......................................................................................................................................... 10

Sync Advisor Teaming Practice Contacts.................................................................................................... 11

Set Up Salesforce1 on Your Mobile Device ................................................................................................. 14

Personalize and Organize Data Using Tags ................................................................................................. 16

Overview and Personalize Tabs ..................................................................................................................... 20

Access Additional Training ............................................................................................................................. 25



Complete Your User Preferences

Preferences

Pop-up

Notification

Upon your initial login, a pop-up notification will display prompting you to set your

User Preferences. This notification will continue to pop-up on your Home Page until

you set the Annual Goal, located in the My Goals section of My Practice.

Access User

Preferences

To access user preferences click My Profile within the user dropdown menu

located on the top right-hand corner of the screen under your name.

User

Preferences

There are three quick links available

from the User Preferences screen to

help you customize Salesforce for

your practice, profile and team.

My Practice - allows you to create

segmentation goals, revenue and

activity goals, and identify lead

sources

My Profile - allows you to add a photo and set alerts and notifications

My Team - allows you to manage who has access to your information

My Practice

Preferences

The My Practice page allows you to you to create segmentation goals, revenue

and, activity goals, and identify lead sources.

My Segmentation: Segmentation goals are based on reported, pending and

estimated revenue within an opportunity. Defaults have been filled in but can be

changed based upon the user’s preference.

When completing Segmentation Goals, it is best to start with the D Rating and

work your way up to A Rating.

When setting your segments, minimums are updated once maximums are entered

and saved.



Segmentation for Households can be categorized by the following:

Average: Use the average revenue of all members within the household.

Maximum: (default) Use the revenue amount of the household member

with the highest amount.

My Goals: These revenue and activity goals are based on your own personal

business planning goals.

These goals may not

match the Agent

Scorecard (located

on FieldNet) based

on specific goals.

In order to disable the

Preferences pop-up

notification, you must

complete the Annual

Goal field.

Annual as well as

quarterly goals can be entered.

If you are unsure of this goal, use your contract minimums along with your MMLIS

GDC or conference goals, until you can update the field with the appropriate

goal.



Lead Sources: These are your lead generating sources which provide you

prospects. It is important to

keep these current for

measurement and reporting

purposes. These can be added

at any point in time as leads

develop.

The default lead sources in the

Salesforce are:

Referrals

Home Office

Lead Sources can be

added, modified,

deleted and saved within its independent section.

Lead sources are typically events, or an establishment.

Examples of lead sources could include

a Law Office

a seminar

a bring a friend event i.e. wine tasting

My Profile

Preferences

The My Profile page allows you to add a photo and set alerts and notifications.

Profile Photo: Upload a profile picture or edit your current picture by clicking on

the existing photo. The photo must be a JPG, GIF, or PNG file up to 8MB in size.

Alerts: Determine how you will receive

alerts on your Home Page for the

specific events described. The

following are a list of dropdown

options for Alerts:

None: An Alert will NOT be

created

Chatter Post: An Alert will be

created

Chatter Post + Task: An Alert and Task will be created

Task: A Task will be created

Included Client Segments for Alerts: Once Segmentation goals are

established in the My Practice screen, you can choose the segments in

which to receive alerts.



The following are viewing methods for alerts created:

Device Alerts Task

Mobile Bell in upper right-hand

corner

Tasks Menu

Desktop Home Page Home Page and Calendar

View

Chatter Email Notifications: Customize your email settings. You will receive

automatic emails when any action takes place on your Chatter feed. The

Personal section allows you to customize the types of notifications you can

receive. Check the applicable option(s) from the two categories:

Email me when someone:

category provides options to

receive instant email

notifications when specific

action takes place on your

Chatter feed.

Set frequency for personal digest

category provides you the

option of having an aggregate

email (digest) of chatter posts

sent to you on a daily or weekly

basis. The system automatically

defaults to the preferred option

of daily emails; however, you can elect to receive notification on a weekly basis.



Group: The Set

default frequency for

groups I join

category allows you

to determine how

often you will receive

emails regarding any

new groups you join.

Remember: Adjusting these settings will increase or decrease the amount of email

notifications you receive. You can make changes to this section at any time in

order to receive the most efficient notification.

My Team

Preferences

The My Team page displays team members that have access to your data within

Salesforce.

Team members will be automatically added to this section based on the

delegation hierarchy that MassMutual has on file. For example, a sales manger

can view only his/her unit’s data, while a producer can view only his/her data.

Sales assistants can view data for any producer they support.

Team members can be added if necessary, by contacting your firm security

administrator or technology specialist.

Box Notes Ability to allow client notes to archive

to the client box folder. By checking

the box, any note added to the

contact record will automatically go

to the client folder in box. Client

notes will also be saved to the client

record with or without box setting set.

Private notes will not be saved to box reguardless of the contact record notes

setting.

Return to Table of Contents



Outlook Contact Sync Use this document to learn how to use the Outlook Contact Sync feature within Salesforce.

How Does

Syncing Work?

Outlook Contact Sync allows you to upload or (sync) your client contact

information stored within Salesforce to your MassMutual Outlook. Once you have

followed the steps to turn it on client information - including for those clients not

currently in Outlook - will be available from Outlook. The Sync option will

automatically make updates to Outlook whenever you make a change in

Salesforce. Note: Contacts in Salesforce require at least 1 email in order to sync

Enable Settings The default setting for new users is set to off for Enable Calendar/Email Sync. You

can enable your Contact

Sync Settings in User

Preferences as follows:

In the top right hand

corner of the screen click

on the arrow dropdown

beside your name

Click My Profile

Under Quick Links click Customize how Alerts and Chatter can work for you >

My Profile

Scroll to the Outlook Sync Settings section below Alerts

To subscribe, click the checkmark beside Enable Contact Sync to enable (in

order for this option to work Enable Calendar/Email Sync must be selected as

well)

This syncs your contacts in the People & Businesses tab to your Outlook My

Contacts Folder.

NOTE: A “PREFERRED EMAIL” MUST BE LISTED FOR THE CONTACT TO SYNC TO OUTLOOK.

Bulk Contact

Sync Bulk Contact Sync runs off of the Client Segmentation that you have set up in

Salesforce. Once you have enabled Contact Sync a new field will appear. This

feature is similar to the Client Segments for Alerts selection. To include Client

Segments for Bulk Contact Sync follow these steps:



Select the segment you

(A, B, C, D) want to

bulk sync from the

Available segment

section

Click the Add arrow to

move the segment

to the Chosen

section.

When finished with your selections click Save. Note: The sync status gets updated hourly, similar to client segment updates. Therefore,

there may be a delay up to an hour before you will see updates in Salesforce. The Bulk

Contact Sync feature works both ways. If you remove a segment from the “Chosen”

section, it will remove the relevant accounts in the next hourly batch.

Sync To Outlook

Preference In this example, note the two new fields above Email Preference. These fields will

only be visible if Contact Sync is enabled in Users Preferences. The Sync To Outlook

Preference field indicates whether this contact record has been synced to

Outlook based on the Client Segmentation. Note: Only clients with an Email

Preference set will actually sync to Outlook, since we match based on that.

Individual Sync

and Sync To

Outlook

Preference

Override

The Sync To Outlook Preference Override can be used to override your bulk

segmentation setting or use this option to sync individual contacts if there is no

bulk setting.

NOTE: IF AN OVERRIDE IS USED, IT WILL OVERRIDE ANY GLOBAL PREFERENCE FOR THAT SPECIFIC

CONTACT

The options are:

None

Always Sync

Never Sync

By default, contacts are blank/None meaning that they will not sync. By selecting

Never Sync, you signal to others that this operation should not be performed for

the particular contact.



Agency and

Office Contacts

Sync

You may also elect to sync agency and office contacts in the same manner. To

do so, click on the People and Businesses tab, then select “All Salesforce

Agency/Office Users” from the dropdown menu. To the far right, find the Sync to

Outlook Preference column where you can select from the same options:

None Always Sync Never Sync

Edit Client

Segmentation To edit your Client

Segmentation do the

following:

Click on the arrow

dropdown beside

your name, in the

top right hand

corner of the

screen

Click My Profile

Choose My

Practice under

Quick Links

Edit My Segmentation

Click Save

Contact

Updates

Outlook Contact Sync is one-directional only. If you make a contact update in

Salesforce it will update in Outlook. If you update in Outlook, it will not update in

Salesforce.

Tasks and

Events Updates

Tasks/events will also sync and are bi-directional. If you make an update in either

Outlook or Salesforce, the other system will update.

Salesforce Fields

that will Sync

Information

Contact Name

Nickname

Title

Contact Information

Mobile Phone

Home Phone

Business Primary

Business Secondary

Other Phone

Preferred Email

Business Email

Personal Email

Address Information

Home Address

Mailing Address

Personal Information

Birthdate

Sex

Employer Information

Employer Address




Manual Email Sync Use this document to integrate email from your MassMutual Email Account to your Salesforce account.

Step 1 Locate the new folder labeled Salesforce that has been added to your Outlook

Email folder list. Click to get to the “Create new Email” subfolder.

Step 2 From any folder (Inbox, Sent, etc.) within your MassMutual email, locate the email

that you want transferred into Salesforce.

Step 3 Simply drag and drop the email into the subfolder titled “Create New Email” within

the “Salesforce” folder.

If the email address of the

sender is in Salesforce,

emails sent or received will

transfer to the appropriate

people & business

account record within

Salesforce.

If the email address of the

sender is not in Salesforce,

the email will remain in

your Outlook Email box

within the Salesforce folder until that email address is added to a Salesforce

people & business account record. A Task will automatically be generated for

you if the record cannot sync due to a missing email.

Upon successful email synchronization, the original email will be moved from

the Salesforce folder to its original folder.

PLEASE NOTE:

The email transfer between systems may take up to fifteen minutes to

complete.

If multiple recipients are included in an email, copies of the email will be

transferred to each contact record that exists within Salesforce.




Sync Advisor Teaming Practice Contacts Use this document to help you synchronize your (formal/informal) advisor teaming contacts within

Salesforce.

Advisor Teaming As part of a (formal/informal) Advisor Teaming (AT), or jointly working with

someone you will share contacts with your colleagues. If multiple edits are made

to these shared contacts, there is always a possibility that your records can

become out-of-sync.

Out-of-sync When you are accessing a contact from within the People & Businesses tab,

Salesforce will let you know if one or more fields are out-of-sync, by displaying a

Warning notification at the top of the screen as shown below:

Synchronize

People &

Businesses

The system will give you the option to synchronize and correct the discrepancy. To

initiate this option click on the Synchronize button from within the Contact Detail

section



Select the

values to retain Once you select the Synchronize button, you will be brought to a new screen

where you need to select the values to retain. In this example, there is a

discrepancy between two records for the following values:

the Type of Business

the Contact Type

After you make your selection, to complete the synchronization and save your

changes click the Synchronize button. If you would like to select all options under

one record, choose the Select All option beside the Contact Name and click

Synchronize.

Out-of-Sync

Contacts view

The other option you can use to find out if you have contacts out-of-sync is the

Out-of-Sync Contact view under the People & Businesses tab, as shown below.



Select the Contact Name you would like to synchronize and choose Edit under

the Action heading. Follow the same steps as above to synchronize each contact

by selecting the values you would like to retain per contact.

Assigning a

Practice

Member

Practice Team Members can be assigned to synchronize data within Salesforce.

It’s a good idea to complete this process if you are part of an informal AT. To do

this complete the following forms and submit them to Salesforce Support Team via

this email address: [email protected]

Consent for MassMutual CRM Contact Sync Practices

MassMutual CRM Contact Sync Authorization General Agent/General

Manager Consent

Best Practice It is a best practice to review the Out-of-Sync Contacts view regularly to ensure

you are reviewing the most up to date and accurate data for all clients and

contacts. It is also very important to continue to have conversations with members

of your (formal/informal) AT or practice team before making any synchronization

changes to contacts.


mailto:[email protected]

https://fieldnet.massmutual.com/fnmmfg/fts/pdfs/crm-contact-sync-acknowledgement-practice-members.pdf

https://fieldnet.massmutual.com/fnmmfg/fts/pdfs/crm-contact-sync-acknowledgement-ga.pdf

https://fieldnet.massmutual.com/fnmmfg/fts/pdfs/crm-contact-sync-acknowledgement-ga.pdf



Set Up Salesforce1 on Your Mobile Device Use this document to set up Salesforce1 on your mobile device(s).

Who to call with

Questions

For Salesforce support :

• Technology Support Line, tel. (800) 767-1000, press *, then 9, 1

For questions about setting up the application on your mobile device:

• IT Customer Service at (800) 767-1000 (ext. 44357)

Video Watch a short instructional video here:

Setup Salesforce

Download the

MassMutual

Salesforce to

you Mobile

Device(s)

Download the Salesforce1 application to your mobile device(s) using the

appropriate application store: Apple App Store or Google Play.

Proceed to either the Apple or Android set-up section below.

Setting Up your

Salesforce1 –

Apple Devices

Apple Devices

Step 2 By default, Salesforce1 is set up to connect to a generic Salesforce

environment. You will need to configure the app to point to the

MassMutual login page.

On the login page, tap the settings icon .

Step 3 Tap + to add a new login host.

Step 4 Enter “massmutual.my.Salesforce.com” in Host field and

“MassMutual” in the Label field.

Step 5 Tap Done.

Step 6 On the next screen, tap MassMutual, then tap Apply.

Step 7 Start using your Salesforce1.

https://app.box.com/s/w7cen61phah4rwvjxiaukt2ea4sbmnj1

https://itunes.apple.com/app/id404249815

https://play.google.com/store/apps/details?id=com.salesforce.chatter



Setting Up your

Salesforce1 –

Android Devices

Android Devices

Step 1 By default, Salesforce1 is set up to connect to a generic Salesforce

environment. You will need to configure the app to point to the

MassMutual login page.

On the login page, tap either or the menu button on your

device.

Step 2 Tap Change Server.

Step 3 Tap Add Connection.

Step 4 Enter “MassMutual” in the Name field and

https://massmutual.my.Salesforce.com in the URL field, and then tap

Apply.

Step 5 On the next screen, tap MassMutual, then tap Apply.

Step 6 Login with FieldNet credentials.


https://massmutual.my.salesforce.com/



Personalize and Organize Data Using Tags Use this document to help use Tags effectively within Salesforce.

What are Tags? Tags are words or short phrases that you can associate with most Salesforce

records to describe and organize your data in a personalized way, without

affecting contact demographics or reports.

Salesforce supports two types of tags.

Personal tags: Personal tags are private. Only you can view any personal tags

that you add to a record.

Public tags: Public tags are shared among all users in an organization. Any user

with access to the record can view the public tags added to the record.

When Do I Use

Tags? Use tags to group records from various objects by a common theme or use, and

then use those tags in search to make finding information fast and intuitive.

For example:

If you have a number of prospects that are attending Ivy League schools and

have a high potential of becoming affluent in the next 4-5 years, you may tag

their record with “High Potential Prospect”. You can then search for that tag

and perform regular touch points with this special group of prospects.

If you have season tickets to your favorite hockey team, and routinely offer

them to your clients, tag the record with “Attended Hockey Game”. Next time

you have tickets to share, you can search for that tag and determine who to

give the tickets to next.



How Do I Create

a Tag? Access the Tag section from any record detail screen:

Click in the top

right corner of the screen to

open the Tags section.

Click to add a new

or make changes to an existing tag for that record.

To create a tag, type the tag

you want to add to your

record in the personal or the

public tag field. As you type,

tags you’ve already created

will appear in a list that you

can select from.

Click Save to apply tag updates.



How Do I Search

for Specific

Tags?

From the left-hand navigation bar on any screen:

Click Tags to open the Tags detail screen and view

a current list of tags that have been created

and/or applied to your contacts, or

Click the Recent Tags tab to view a list of your most

recent tags used.

Select a tag from the list to obtain a list of all records associated to that tag. As

with any search result, you can sort the data or apply filters as applicable.

How Do I

Remove a Tag

from an Existing

Record?

To remove tags from an existing

record:

Access the Tag section from any

record detail screen, using the

instructions above.

Click to add a new or make changes to an existing tag for that record.

Click the next to the existing tags you wish to remove.

Remember to click to apply tag updates.



How Do I

Rename or

Delete a Tag?

Only personal tags can

be deleted or renamed in

Salesforce. To rename a

personal tag or delete a

personal tag from

Salesforce, open the Tags

detail screen from the left

navigation bar on any screen.

Hover over the tag you wish to delete to access

the dropdown menu.

Select to remove the tag from Salesforce,

or

Select to rename your existing

tag.

Remember to click to apply tag updates




Overview and Personalize Tabs An overview of Salesforce features and what information can be managed on each tab. For more

information on how to use these features, see the Additional Training section.

Home tab

By default, the system will always launch the Home tab.

The ribbon across the top of the page will help orient you to where you are in

the tool. This ribbon displays all of the sections within Salesforce. When you

click on a tab within the ribbon, the system will bring you to the landing page

of the selected section.

1

8

4

3

1

5

6

7

2

9



Personalizing

the Home Tab

Views

An important feature available in Salesforce is the capability to have access

to multiple users’ data. This is especially important for sales assistants of one

or more producers. This feature is utilized through the Viewing As field, which

allows users to quickly switch views between the users that they are

delegates of.

For example, Scott is a producer. He only has access to his data. The Viewing

As field is set to Myself.

Scott has an assistant named Ben. If you look at the Viewing As feature on

Ben’s Home page, you notice that he has access to his own data under

“Myself” as well as access to Scott’s data.

IMPORTANT NOTE! WHEN BEN PERFORMS ANY FUNCTIONS LIKE CREATING RECORDS WHILE

HE IS “VIEWING AS” SCOTT, THOSE FUNCTIONS WILL SHOW AS BEING COMPLETED BY

SCOTT.

The Dashboard and Feed buttons change the view of your Home page.

Choose Dashboard to see your tasks, alerts and notifications. This is the view

you will see when you first log in to Salesforce.

The Feed view displays your Chatter feed.

The display button color changes to black when you are on that view.

Tasks, Alerts, Notification

In the middle of the screen, you will notice the Tasks, Alerts, and Notifications

sections of your Home page.

The Tasks section is your to-do list and includes any tasks that either you

created or have been assigned to you by other users. The system will always

default to Today, however as you can see, it is easy to change it to one of

the other views from the drop-down list.

The Alerts section shows the client and policy level notifications that come

through the collaboration feature called Chatter. The alerts are based on

the preferences that you set within User Preferences.

Notifications are posts or conversations via Chatter, which have been

directed to you by another user.

4

5

6

2

3



The Progress section at the bottom of the page

houses three dashboards, which are pre-

configured to help you be more efficient in your

practice.

The CRM dropdown allows you to navigate between

views within Salesforce targeted at specific functions

like marketing by choosing Marketing or CRM for

client relationship management:

Left-side Navigation

The left navigation bar contains relevant, day-to-day information, including:

An overview of today’s events,

Quick links, a section of shortcuts to the most frequently used items

Recent items linking to your 10 most recently viewed items within

Salesforce.

A list of tags that were created by you or other users

A recent tags list displaying your most recently created tags.

Tools, which gives you quick access to your preferences tab as well as

generic help by Salesforce.

Recycle Bin, a way to access anything you delete in Salesforce. Items will

be permanently deleted after 10 days.

Other Tabs Calendar

See event and tasks using different views:

Share your calendar with others

Print your calendar

Change your view to single user, multiple users, or bulleted activity list

See daily, weekly or monthly views

Leads

Enter in and see all leads, or change views to filter lead types. You can also add

leads to a campaign or transfer them to another Salesforce user.

Run lead reports:

Lead Lifetime

Leads By Source

Bounced Leads

7

8

9



Summaries by date

People & Business

This tab has the records of the individuals associated with your accounts that you

need to track in Salesforce.

Store and manage various contact information like phone numbers, addresses,

and titles

Add centers of influence

Access to application submission

Merge duplicate People & Business account records

Filter your contacts by groups like business, market segments, or personal.

Households

Create new households and group individuals into households using this tab to

view and manage client's relationships within Salesforce.

Click column headers to change the order of households shown.

Campaigns

Create new campaigns, and manage active campaigns.

Run a cross-analysis on the return on investment of campaigns, or other reports

from the following options:

Campaign ROI Analysis Report

Campaign Member Analysis Report

Campaign Revenue Report

Opportunities

Opportunities are the sales and pending deals that you want to track. Visit this tab

to:

Create and manage opportunity stages, generate reports

Filter and view what's in your sales pipeline

Track all activities related to the pre-sale opportunity

See analytics to address inefficiencies in your sales process

Track expected revenue for each opportunity to help determine and prioritize

actions to maximize sales.



Financial Plans

Create financial plans for current clients. Edit and manage activities related to

financial plans, like whether an annual review is needed.

Insurance & Investments

Review client holdings. MassMutual and MMLIS holdings will auto-populate. You

can also add and manage client holdings information from accounts outside

MassMutual.

Reports & Dashboards

This tab's features allow you to create, run and manage your reports and

dashboards. Dashboard views can show individual advisors up to full-firm views

depending on your role within the firm.

Chatter

Use this for direct access to your personal Chatter feed.

Tools

Quick access MassMutual's suite of sales and reporting tools, forms and

information.

My progress reports

View your year-to-date progress. Track this progress towards any goals you’ve

entered.

TIP! THE "+" ON THE TAB BAR ALLOWS YOU TO CUSTOMIZE YOUR TABS, WITH OPTIONS BEYOND THE

INITIAL DEFAULT TABS.




Access Additional Training

Self-study

Training on

MassMutual

University

Salesforce is designed to support the management of all contact information,

including the expansion of lead and referral sources and management of

revenue. Salesforce will enhance the ability to track and manage business by

helping to identify clients and relationships that are the most critical to increasing

sales. It’s cloud-based and mobile friendly.

Review the self-study material on MassMutual University (MMU) to learn about

Salesforce and how to use it within your firm. You will find these materials in the

Client Relationship Management topic area.

MMU is found on FieldNet > Training > MassMutual University.

Overview of Client Relationship Management (CRM101)

Using the MassMutual CRM Throughout the Sales Cycle (CRM124)

Apply CRM in Practice Management (CRM109)

Additional

Salesforce

Resources

Learn more by checking out this information on FieldNet. Go to FieldNet > My

Practice > Salesforce:

Video | Unlock secrets to greater success with CRM

Video | How can CRM help you organize and focus leads and referrals?

Recorded webinars:

Video | CRM Basic Training 1 of 4 - Learn the intake process, how to set up

setting up goals and preferences, manage delegates, and review general

navigation.

Video | CRM Basic Training 2 of 4 - Learn to create a new contact record and

link it to a lead source or a referral source.

Video | CRM Basic Training 3 of 4 - Learn to create and review households,

create opportunities, leverage proposal packages, understand the integration

with EZ-app, and venture the insurance and investments tab.

Video | CRM Basic Training 4 of 4 - Understand reports and dashboards.


https://fieldnet.massmutual.com/fldnet/GeoLearning/init.html?LP=GetOnlineResource.geo?selectedID=112194



https://www.brainshark.com/massmutualfd/vu?pi=zFuzN2LgOzDLATz0&dm=1

https://www.brainshark.com/massmutualfd/vu?pi=zGvzV1eoezDLATz0&dm=1

https://fieldnet.massmutual.com/fldnet/mypractice/%20http:/players.brightcove.net/4615932098001/32b91f8d-e4f6-4b03-bceb-14826d4de732_default/index.html?videoId=4892609474001

http://players.brightcove.net/4615932098001/32b91f8d-e4f6-4b03-bceb-14826d4de732_default/index.html?videoId=4892597744001



Documents

Getting Set-up with Salesforce - a1027.g.akamai.neta1027.g.akamai.net/.../mmu_b/Salesforce/CRM182_CRMGettingSetUp… · Getting Set-up with Salesforce Reference Guide Use this document