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DESCRIPTION
TRANSCRIPT
Salesforce.com
12/30/2011
© Level 3 Communications, LLC. All Rights Reserved. Level 3, Level 3 Communications and the Level 3 Communications Logo are either registered service marks or service marks of Level 3 Communications, LLC and/or one of its Affiliates in the United States and/or other countries. Level 3 services are provided by wholly owned subsidiaries of Level 3 Communications, Inc. Any other service names, product names, company names or logos included herein are the trademarks or service marks of their respective owners.
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Logistics
Everyone will receive a training Username/Password to Salesforce.com The Username/Password can only be used during the training session The Username is not case sensitive, however, the Password is case sensitive
Please enter this Username/Password at: test.salesforce.com This is a training version of Salesforce.com This training version mirrors the live version
Username Example: [email protected]
You will be assigned your own Username
Password Example: Password55
The “P” must be capitalized
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Integration Information
Access to Salesforce.com will take place the week of January 9th. You will receive an email letting you know you now have access.
Access to your Accounts will be available as soon as you have access to Salesforce.com.
The following will not be loaded into Salesforce.com and must be entered individually: Contacts Opportunities Leads
NOTE: Opportunities must be entered no later that January 16th to reflect accurate Funnel Forecast
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Agenda Introduction to Salesforce.com
Changing Personal Setting
Assigning Account Team Members
Managing Leads
Managing Contacts
Managing Activities
Managing Accounts
Outlook Sync
Account Flow
Managing Opportunities
Reports and Dashboards
Chatter
CAD
Sales Source
Sales Success Center
1. Intro to Salesforce.com2. Changing Personal Settings3. Account Team Assignment4. Managing Leads5. Managing Contacts6. Managing Activities7. Managing Accounts8. Outlook Sync9. Account Flow10. Managing Opportunities
11. Reports and Dashboards12. Chatter13. CAD
14. Sales Source15. Sales Success Center
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Introduction to Salesforce.com
Sales Source > Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce
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Introduction to Salesforce.com
Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce
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Introduction to Salesforce.com
Sales Source > Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce
This Quick Reference Guide will cover: Navigating Salesforce Leads Tab Account Tab Contacts Tab Account Plan Tab Opportunities Tab Level 3 Application Tabs Reports Tab Dashboards Tab Left Sidebar Navigation
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Changing Personal Settings
Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings
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Changing Personal Settings
Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings
This Quick Reference Guide will cover: Updating Personal Information Email Desktop Integration
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Changing Personal Settings
Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings
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Changing Personal Settings
Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings
Click “Edit” to make changes to settings.
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Assigning Account Team Members
Salesforce.com User Center > User Help: Quick Reference Guides > Assigning Account Team Members to All Accounts
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Assigning Account Team Members
Salesforce.com User Center > User Help: Quick Reference Guides > Assigning Account Team Members to All Accounts
This Quick Reference Guide will cover: How to add Account Team Members to All Accounts The levels of Access that can be granted to Account Team Members
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Managing Leads
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Leads
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Managing Leads
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Leads
This Quick Reference Guide will cover: Creating a New Lead Editing a Lead Transferring a Lead Sharing a Lead Converting a Lead to an Account Creating a Lead for an Account that Already Exists Accepting a Lead for an Account you Already Own
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Managing Contacts
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Contacts
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Managing Contacts
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Contacts
This Quick Reference Guide will cover: Manage Contacts View Existing Contacts Create a New Contact Delete a Contact Delete a Primary Contact Assign a New Primary Contact to an Account
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Managing Activities
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Activities
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Managing Activities
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Activities
This Quick Reference Guide will cover: Create a New Task Create a New Event
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Managing Activities
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Activities
Activity History shows all completed activities and allows the user to Log A Call and Send An Email
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Managing Accounts
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Accounts
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Managing Accounts
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Accounts
This Quick Reference Guide will cover: Accounts Account Detail Create an Account Plan Account Sites Notes and Attachments Account Approval Account Status and Class
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Outlook Sync
Salesforce.com User Center > User Help: Quick Reference Guides > Downloading the Outlook Plug-in, Configuring the Outlook Plug-in and Using the Outlook Plug-in
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Account Flow
Salesforce.com User Center > User Help: Quick Reference Guides > Account Flow in Salesforce.com
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Account Flow
Salesforce.com User Center > User Help: Quick Reference Guides > Account Flow in Salesforce.com
This Quick Reference Guide will cover: Account Status Progression
Users will get an Account Number (BusOrg ID) when the Lead is converted into an Account Users will need to refresh their page about 1 min after they convert their Lead
into and Account and the Account Number (BusOrg ID) will generate
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Managing Opportunities
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Opportunities
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Managing Opportunities
Salesforce.com User Center > User Help: Quick Reference Guides > Managing Opportunities
This Quick Reference Guide will cover: Create a New Opportunity Edit Opportunity from Account Add an Opportunity Line Item Add a Member to an Opportunity (Overlay Support) Opportunities Tab
NOTE: As of January 13th, all Opportunities will ONLY be progressed through the proper stages in Salesforce.com. Orders will be started from the Prospect or Customer Record in IFO. No more Opportunities in IFO.
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Managing Opportunities—Opportunity Stages
Salesforce.com > Opportunity > Sales Coach
Sales Coach will give you a Description of the Stage and Activities to Move the opportunity to the next stage.
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Managing Opportunities—Opportunity Stages
Salesforce.com > Opportunity > Sales Coach
Stage 1—Opportunity Verification Stage Description: The customer need for a Level 3 service and compelling
event are identified by the client Activities to Move this opportunity to the next stage:
• The customer need for a Level 3 service and compelling event are identified by the client
Stage 2—Opportunity Development Stage Description: The Level 3 value proposition is established and solution(s)
are defined Activities to Move this opportunity to the next stage:
• The Level 3 value proposition is established and solution(s) are defined
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Managing Opportunities—Opportunity Stages
Salesforce.com > Opportunity > Sales Coach
Stage 3—Proposal & Quote Stage Description: Sales begins to estimate and confirm through a formal
design, quote and proposal, and the terms and price of a proposed Level 3 solution
Activities to Move this opportunity to the next stage:• Sales begins to estimate and confirm through a formal design, quote and proposal, and
the terms and price of a proposed Level 3 solution
Stage 4—Negotiation & Quote Modification Stage Description: The customer verbally agrees to terms and price Activities to Move this opportunity to the next stage:
• Customer verbal agreement to terms and price
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Managing Opportunities—Opportunity Stages
Salesforce.com > Opportunity > Sales Coach
Stage 5—Closing the Business Stage Description: Final signature is attained and complementary documentation
provided. The order is promoted in Siebel or Pipeline. CCM’s finalize the order and it is automatically updated to Sales Stage 6 in Salesforce
Activities to Move this opportunity to the next stage:• Final signature is attained and complementary documentation provided. The order is
promoted in Siebel or Pipeline. CCM’s finalize the order and it is automatically updated to Sales Stage 6 in Salesforce
Stage 6—Closed Lost Stage Description: Sales identifies an opportunity as lost when the customer’s
vendor selection is not Level 3 Activities to Move this opportunity to the next stage:
• Sales identifies an opportunity as lost when the customer’s vendor selection is not Level 3
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Managing Opportunities—Opportunity Stages
Salesforce.com > Opportunity > Sales Coach
Stage 6—Closed Won Stage Description: The order is accepted by Order Entry and service activation Activities to Move this opportunity to the next stage:
• The order is accepted by Order Entry and service activation
• The customer verbally agrees to terms and price
Opportunity Detail Stage Close Date Probability (%) Commit to Forecast Next Step 1st Opportunity for this Account
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Reports and Dashboards
Salesforce.com User Center > User Help: Quick Reference Guides > Customizing Your Dashboard
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Reports and Dashboards
Salesforce.com User Center > User Help: Quick Reference Guides > Customizing Your Dashboard
This Quick Reference Guide will cover: Customizing Your Dashboard in SalesForce.com Dashboard Data
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Chatter
Salesforce.com User Center > User Help: Quick Reference Guides > Using Chatter; Chatter Setup, Tips and Etiquette; Level 3 Guidelines for Using Chatter; Joining the Chatter Community
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CAD
Once on the Level 3 VPN, type “CAD” into a browser window OR launch Sales Source > Systems & Tools > Customer Analytics Dashboard OR click on CAD Tab in Salesforce.com
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Sales Source
Once on the Level 3 VPN, type “SalesSource” into a browser window OR click on the Sales Source link in Salesforce.com under Useful Links on the Home Tab
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Sales Success Center
The Sales Success Center is available through a Support Request Support Requests can be opened from an Opportunity If a Support Request is opened from the Opportunity, the Support Request will
automatically be tied to the correct Account and Opportunity
When to engage the Sales Success Center: If an assigned account has legacy Level 3/Global Crossing services that require a
quote for a customer AND if the account manager does not have the ability to quote that legacy service because he/she does not have access or training in the correct quoting system
The Sales Success Center is not a quote desk and should only be engaged for the scenario above
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Triage Team to determine best
routing for support &
manage queue
CSM for legacy GC Product Quote/Order
QuotePro for legacy LVLT Large VPN
Squad for legacy LVLT
Transactional Siebel/Pipeline
SFDC Support Request
Triage team to Self Support & balance load at
times (EOM)
Triage teamFormal fLevel3 &
fGlobal Crossing team
OEP/Inside Sales for
Complex Deal Support
Sales Success Center Flow
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Sales Success Center – Support Request Highlights
Product – select one or multiple products by using the arrow keys to remove and add
Request Action – New quote or supplemental quote
Request Action Type – Show what stage within the process the support request is at
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Sales Success Center – Support Request Highlights (cont’d)
Team Assignment – used to determine which triage team and resources get assigned to the support request
Status – SSC use only – shows the status of the support request at the stage the request is at (Request Action Type)
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Don’t Limit Yourself.Get your fill of process & system support where you choose…
…recent communications, processes, training http://salessource/News/Pages/salesforce.com_user_center_11-18-10.aspx
…search for FAQs, training, process docshttp://guru/
find out how your peers use Sfdc and other toolsLogin to: Salesforce Chatter (tab)Search group feeds or post questions to groups:
•Salesforce General Process & Support•PG’s TNT•Other How To/Support groups:
•Pipeline Ninjas in Training, Enterprise Voice Quote Support, iComplete Q&A Forum, Siebel Heroes
get specifics for your scenario, system experiencewhen you need a specific opportunity, record, quote, etc http://3help/ SSalesforce *(Alt. Siebel, Pipeline, GTMi, etc.)
Stay Informed
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Summary
Today we have demonstrated: Salesforce.com functionality Customer Analytics Dashboard (CAD)
functionality Sales Source functionality Sales Success Center
Please ensure you have all of your Accounts and Opportunities updated in Salesforce.com ASAP All Account, Opportunity, Funnel and Forecast
Reporting will be pulled directly out of Salesforce.com
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