Salesforce Training Session

for
<Company Name>

Instructor: <Name>
Agenda – Salesforce.com Training
Time Topic

15 Min. Review of Salesforce

30 Min. Lead Management

30 Min. Accounts, Contacts

45 Min. Managing Opportunities

15 Min. Functioning with Salesforce

15 Min. Reporting and Dashboards

15 Min. Additional Q & A

3.0 Hr. Total

salesforce.com proprietary/confidenti
al: customer internal use only
Section 1: Review of Salesforce
 Module Overview
> The Basics

Topics/Objectives

 Terminology
 Basic Search
 Advanced Search
 Personalizing Salesforce
 View Creation – Tips
 Finding Help and Additional Resources

salesforce.com proprietary/confidenti
al: customer internal use only
 Introduction
> Terminology
Salesforce Terminology

Icon Definition

Opportunity
A potential sales deal that you want to track

Lead
A leads is a prospect or potential opportunity – a person who expresses interest

Account
Any company or organization you want to manage, including prospects, customers, vendors, or
partners
Contact
A person who works for an account
Tasks and Events
Activities associated to an opportunity, contact, or account
Reports
Real-time summaries generated based on information entered into Salesforce

salesforce.com proprietary/confidenti
al: customer internal use only
 Navigation
> Basic Search

You Can Search:

 Customer Names
 People
 Email Addresses
 Phone Numbers

salesforce.com proprietary/confidenti
al: customer internal use only
 Navigation
> Advanced Search

Focus Your Search:

 By Type
 Exact Matches
 By Ownership

salesforce.com proprietary/confidenti
al: customer internal use only
 Navigation
> Personal Setup

Personal Information:

 Edit Personal Information

 Change My Password
 Change My Display
 Calendar Sharing
 Reminders

Email Settings:

 proprietary/confidenti
salesforce.com Change Email Signature
al: customer internal use only
 Navigation
> Tips for Creating Views

 Using
UsingExisting
ExistingViews
Views
 Creating
CreatingNew
NewViews
Views
 Deleting
Deletingan
anExisting
ExistingView
View

salesforce.com proprietary/confidenti
al: customer internal use only
 Navigation
> Finding Help and Additional Resources

 Every Page contains help references

 Help and training links categorize topics according to
what you’re looking for and suggests options
 Check out http://www.success.salesforce.com for guides,
blogs, discussion boards and the Idea Exchange

Back to the App !

salesforce.com proprietary/confidenti
al: customer internal use only
Section 2: Lead & Lead Management
 Managing Leads
> Lead Data Creation and Maintenance

 All customers that are expressing an interest in you should be an active lead

 Don’t need to have dollar figures yet determined to be a valid lead

 Leads are meant for New or Existing Customers

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Leads
>Why generate Accounts from Leads ?

 Lead conversion results in automatic generation of a Contact, Account and

Opportunity
 Converted records retain all information placed on original lead with no need to
duplicate data
 New Accounts can be created while keeping our database clean

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Leads
> Lead Creation / Update Process

Yes

Update existing Lead

Does a Lead
already exist?

Always
Search First
No

Create a new Lead

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Leads
>Lead Entry
 When entering a lead be sure to enter as much information as possible
 Remember: Information will automatically be transferred to the Account and
Contact records

• Be sure to enter as much

information as possible
• Note custom fields will be
transferred to additional objects

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Leads
>Lead Processing

 Leads will remain in the lead tab until the process of conversion advances them
through the system and creates an:
 Account
 Contact
 Opportunity

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Leads
> The Possibilities of Lead Processing
 Scenario 1: You receive a lead and begin to work it … after contacting the customer you confirm they are Qualified
 Q: What do we do ?
 Step (1) Enter lead details
 Step (2) Follow up on lead to determine interest
 Step (3) Convert lead to Account, Contact & Opportunity when you realize there is a credible Opportunity –or- you’d like to build the Account details

 Scenario 2: You receive a lead and begin to work it … after contacting the customer you confirm they are Unqualified
 Q: What do we do ?
 Step (1) Enter and save lead details
 Step (2) Follow up on lead to determine interest
 Step (3) Confirm that the Lead status is “Unqualified”
 Step (4) Assign an Activity for follow up next year !

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Leads
> The Possibilities of Lead Processing
 Scenario 3: You receive a lead and begin to work it … after contacting the customer you confirm they just
aren’t ready to proceed
 Q: What do we do ?
 Step (1) Enter and save lead details
 Step (2) Follow up on lead to determine interest
 Step (3) Change the Lead status to “Contacted” and place a follow up activity on the Lead

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Leads
> Best practices

 ALWAYS SEARCH FIRST!

 Enter as much lead information as possible

 Continue to update the Lead data as you gather it during the various stages of
progressing it through the cycle

 Use activities to ensure you follow up on all of your assigned leads !

Back to the App !

salesforce.com proprietary/confidenti
al: customer internal use only
Section 3: Account Management
 Section Overview
> Managing Accounts

Topics/Objectives

 What can I see? What can I edit?

 Record relationships
 Account data creation and maintenance
 Account creation process

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Accounts
> What can I see? What can I edit?

What Can I See?

 Presently:
 All Account records are Public Read … you can see all accounts
 All Opportunities are Private … you can see what you own

What Can I See & Edit?

 Any Record I own

 Any Record owned by someone beneath me in the hierarchy
 Any Record in which I am a member of the “Shared Team” (a way to
grant access to records you cannot access by default).
 Records of users within the same group: Wireless Services & Airline
Solutions (Read/Write permissions on Accounts and Contacts)

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Accounts
> Record Relationships

 Accounts are the “Backbone” of information

 Accounts represent prospective, existing, and former customers,

 New Accounts are created from a Lead, input Manually or loaded in

bulk by your administrator.

 Accounts have only one owner

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Accounts
> Account Data Creation and Maintenance

All customers should have accounts associated to them if we are:

1. Developing and enriching a customer view

- OR –
2. Have revenue $$ in the pipeline that can be associated with them

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Accounts
> Account Creation / Update Process

Yes

Update existing Account

Does Account
already exist?

Always
Search First
No

Create a new Account

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Accounts
> Account Detail

• Be sure to enter as much

information as possible
• Check all information for
accuracy

salesforce.com proprietary/confidenti
al: customer internal use only
 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

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Accounts
> Best practices
 ALWAYS SEARCH FIRST!

 Enter as much Account information as possible

 Continue to update the Account data as you gather it during the various
stages of progressing it through the cycle

 Additional contacts, new phone numbers and upcoming moves help

keep our information accurate

 Additional information also enriches everyone’s view of the record detail

 Manage the Contract process and use the functionality for automatic
alerting

Back to the App !

salesforce.com proprietary/confidenti
al: customer internal use only
Section 4: Contact Management
 Section Overview
> Managing Contacts

Topics/Objectives

 Record relationships
 Creating New Contacts
 Leveraging Record Relationships

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Contacts
> Record Relationships

• A contact record is associated to one Account

• A Contact can be associated to multiple

Opportunities

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Contacts
> Contact Creation Process

Yes

Update existing Contact

Does Contact
already exist?

Always
Search First

No

Create new Contact from

the Account record
salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Contacts
> Contact Detail

• Enter as much
information as possible
• Some contact detail will be
converted from the
originating Lead

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Contacts
> Leverage Relationships

 Create all new Contacts from the Account record they are associated
with
 Creating new contacts without Accounts associated can create
orphaned records 

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Contacts
> Best Practices

 ALWAYS SEARCH FIRST!

 If no Account exists, create the Account first, then add the new Contact

 Use the Stay-in-Touch button to send an update message to customer

 Keep your orphaned contacts to a minimum by creating new Contacts from an

Account

Back to the App !

salesforce.com proprietary/confidenti
al: customer internal use only
15 Min BREAK
Section 5: Managing Opportunities
 Section Overview
> Managing Opportunities

Topics/Objectives

 Record relationships
 Creating New Opportunities
 Opportunity Related Lists
 Associating Products
 Applying Schedules to Products
 Closing

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Record Relationships

An Opportunity…

• An Opportunity record is associated to only one Account record

• One or more Contacts can be associated to an Opportunity

• Sales deal that stores and tracks important information such as the amount,
probability, sales stage, close date, product, etc., from the identification of a need
through the sales cycle until it is won or lost

• Naming Conventions

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Opportunity Creation Process

Create Opportunity from the Account or Contact using the

Opportunities Related List

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Opportunity Detail

 Opportunities
Opportunitiesshould
shouldbe
bemaintained
maintainedon
onaa
regular
regularbasis
basis
 Will
Willrequire
requireapproval
approvaltotomove
movethrough
through
the
thesales
salescycle
cycle
salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> HTML Email

 Send email related to Opportunities directly from the associated Contact

record to ensure they are forever linked
 Refer back to the HTML email section on the Contact record to determine
contact interest

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Contact Roles

 Indicates your Contacts level of influence on this Opportunity

 Could be an employee at that company or outside of that organization

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Competitors

 Track competitors in a pending deal by indicating their Strengths and

Weaknesses

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Partners

 Partners link Other Accounts that may be working with you on a deal to an
Opportunity
 They can represent an Agency, Consultancy or any external organization you
may want to track on the sales opportunity

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
>History and Attachments

 Activity History – Track activities that are related to the current Opportunity
 Stage History – Tracks changes in status of the deal.
 Notes & Attachments – Stores notes and files (5 MB maximum per document
added) associated with the deal.

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Best Practices

 Follow correct Opportunity naming convention

 Update Stage, Close Date and other fields in Detail Area

 Specify the revenue type as soon as you know it

 Ensure accurate $$ values throughout sales process

 Add Contact Roles

 Add Partners

 Add Competitors

Back to the App !

salesforce.com proprietary/confidenti
al: customer internal use only
Section 6: Functioning with Salesforce.com
 Section Overview
> Activities

Topics / Objectives

 Activity Types
 New Task vs. Log a Call
 Events
 Sending Email
 Using Notes & Attachments
 Use your Homepage !!

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Activities
>Overview

 Types of Activities  Types of Related Lists

1. Tasks 1. Open Activities
2. Call Logging 2. Activity History
3. Events
4. Email

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Activities
>Types of Tasks

 New Task  Log A Call

– Date Sensitive – Status Automatically Set to

– Status is Open until marked as Completed
completed – Can Also Create a Follow Up
– Can Assign Task to Yourself Task
– Can Assign Task to Other Users

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Activities
>Events
Events

 Calendar appointment associated to Accounts, Contacts and/or Opportunities

 Date and Time Sensitive
 Invite Others to Event
 Similar to appointment / meeting request
 Once the Date and Time have passed, the Event moves to the Activity History
Related List
 Recurring Events must have start and end dates

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Activities
>Send an Email
Email

 Email can be associated to

 Contact
 Account / Opportunity
 Email Templates standardize outbound communications
 HTML Email Status is visible only on the Contact record

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Activities
>Send an Email
Notes

 Notes and Attachments can be associated to an Account, Contact and

Opportunity
 Allows whole organization a complete view of collateral, communications and
perspectives
 Notes can be private and readable by the record owner only

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Activities
>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
 Make your Homepage dashboard relevant to give you the detail you require
directly at login

salesforce.com proprietary/confidenti
al: customer internal use only
Section 7: Reporting and Dashboards
 Section Overview
> Reporting & Dashboards

Topics/Objectives

 Reporting basics
 Report types and notes
 Creating Reports
 Dashboards
 Sample of report creation

salesforce.com proprietary/confidenti
al: customer internal use only
 Managing Opportunities
> Reporting Basics

 Real time reporting allows accurate views of your activity and your target
achievement
 Customizable reports allow you to view the information that is relevant for you

salesforce.com proprietary/confidenti
al: customer internal use only
 Reporting & Dashboards
> Reporting Basics

 All reports are generated in real-time and represent the most up-to-date
information entered in Salesforce.com

 Reporting engine limits the view of data to two sometimes three object
relationships

 Reports populate with data that is viewable by users via the reporting
hierarchy
 Reports may appear differently to various users

 New reports can be created via the 5 step reporting Wizard

 Limit your release of reports to other users to keep the reporting

manageable

salesforce.com proprietary/confidenti
al: customer internal use only
 Reporting & Dashboards
> Reporting Notes

Report Types:

 Tabular – Simple data listing without subtotals

 Summary – Data listing plus sorting and subtotaling of data
 Matrix – Summarizes data in a grid against X and Y axis (similar to pivot
table)

 All reports can be customized / personalized for individual reporting

needs

 Reporting engine limits the view of data to two sometimes three object
relationships

 "Smart" totaling means that duplicate data is counted only once in any
subtotal or total.

salesforce.com proprietary/confidenti
al: customer internal use only
 Reporting & Dashboards
> Creating Reports

1. Tabular
Pick Type of
Pick Object 2. Summary
Report
3. Matrix

Select Select Select

Columns to Grouping Columns
Total

1. Chart
2. Table
Order Select Select Create
3. Metric
Columns Criteria Chart &
Dashboard
Highlights 4. Gauge
5. S-Control

salesforce.com proprietary/confidenti
al: customer internal use only
 Reporting & Dashboards
> Dashboards
 Dashboards can only be created by Summary and Matrix reports
 Security for Dashboards exists at the folder level
 Note the “running user” for data population

salesforce.com proprietary/confidenti
al: customer internal use only
 Reporting & Dashboards
> Best practices

 Leverage reporting and dashboards for real-time update of account,

lead and pipeline information

 Customize your dashboard to reflect what is important to you at login

 Customize your homepage to enable a valuable view of your accounts,

opportunities or current activities

 Limit your release of reports to other users to keep the reporting

manageable

Back to the App !

salesforce.com proprietary/confidenti
al: customer internal use only
Thank you for using Salesforce!

salesforce.com proprietary/confidenti
al: customer internal use only
 © 2006 salesforce.com, inc. All rights reserved.
Printed in the U.S.A.

This document contains proprietary information of salesforce.com, inc., it is

provided under a license agreement containing restrictions on use,
duplication and disclosure and is also protected by copyright law. Permission
is granted to customers of salesforce.com, inc. to use and modify this
document for their internal business purposes only. Resale of this document
or its contents is prohibited.

The information in this document is subject to change without notice. Should

you find any problems or errors, please log a case from the Support link on
the Salesforce home page. Salesforce.com, inc. does not warrant that this
document is error- free.

"Salesforce.com" and the "no software" logo are registered trademarks of

salesforce.com, inc. Other names used may be marks of their respective
owners.