getting started workbook
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Getting Started Workbook
Table of ContentsStep 1: Prepare for Success (watch the Prepare video)2A.Determine your key players2B.Consider the type of implementation support you need3C.Identify and prioritize your business objectives3D.Define your success metrics7E.Determine your validation approach10F.Create your communication plan11Step 2: Create the User Experience (watch the Create video)12A.Define your sales process13B.Set-up Users (watch the Set-up Users Video)14C.Set-up Leads (watch the Set-up Leads Video)15D.Set-up Opportunities (watch the Set-up Opportunities Video)22E.Set-up Activities29F.Utilize Chatter (watch the Utilize Chatter Video)34G.Download & Leverage Salesforce135H.Set-up Accounts (watch the Set-up Accounts Video)36I.Set-up Contacts (watch the Set-up Contacts Video)41J.Align Salesforce to your business45Step 3: Enable the User Experience with Data (watch the Enable video)46A.Identify Data and Prepare Data for Import46B.Import Data48C.Manage your Data48Step 4: Deploy and Empower your Users (watch the Deploy video)50A.Plan your training51B.Drive user adoption55C.Track and measure success56D.Track achievement of business outcomes57
Welcome to Salesforce!
This workbook was designed to help you get off to a great start and fast track your deployment in 4 steps:Step 1: Prepare for Success - define your vision, inspire your team and plan your journey. Step 2: Create the User Experience - adapt Salesforce to enable and improve your business processes.Step 3: Enable the User Experience with Data - import clean data and create valuable reports.Step 4: Deploy and Empower your Users - train, support, motivate and engage your users by driving business outcomes.
You can use this workbook to capture your goals, track your set-up checklist and link to relevant Salesforce help and training.
We invite you to join the Getting Started Webinar Series (http://webevents.force.com/s/success-webinars.html), where we share customer examples and proven approaches to implement Salesforce. The 4 steps in this workbook align to the 4 webinars in the series.
Be sure to also join our Getting Started Community (http://bit.ly/GettingStartedSalesforce) to post questions and get answers from Salesforce, other customers and our partners.
Step 1: Prepare for Success (watch the Prepare video)Define your vision, inspire your team and plan your journey with the following activities:A. Determine your key playersB. Consider the type of implementation support you needC. Identify and prioritize your business objectivesD. Define your success metricsE. Determine your validation approachF. Create your communication plan
A. Determine your key playersUse this worksheet to identify the people who will be critical to making Salesforce a success at your company. Individuals can have multiple responsibilities. Key Responsibilities
Key PlayersExecutive SponsorChampions the project and sets the business vision for deployment.Process OwnerKnows the sales process steps and maps them to Salesforce.Salesforce AdministratorSets-up Salesforce and manages it day to day.Data Subject Matter ExpertUnderstands current data and owns the consolidation and mapping of data.Champion
Serves as liaison to the users to ensure Salesforce meets day-to-day needs.
SampleXX
Individual 1
Individual 2
B. Consider the type of implementation support you needDetermine if you are going to leverage a partner or self implement. Use the resources below to help you. Resources to help you with Getting Started with Salesforce - Link Recommended ways to find a partner: local user groups, your AE and/or the AppExchange - AppExchange Resource to help successfully implement with Salesforce partners - Link
C. Identify and prioritize your business objectivesSet the destination for Salesforce by defining your vision, identifying the pain points to address, capturing & prioritizing your goals and defining measurements to determine if you are achieving your goals.
1. Define your vision statementDefine a clear purpose for your Salesforce initiative, drive ongoing commitment, and provide a way to measure and prove results. Questions to ask: What will your business look like in 3 to 5 years from now? What future customer needs do you want to satisfy? My Vision Statement (SAMPLE)
Build and maintain long-term relationships with valuable customers by creating personalized experiences across all touch points and by anticipating customer needs and providing customized service.Customer loyalty is our highest priority.Provide the highest level of personalized service and give customers the communication channels they want.
My Vision Statement
2. Identify your pain points As a preliminary step, capture the issues various groups face.My Pain Points (SAMPLE)
Pain PointGroup
Need better pipeline visibilitySales
Difficult to quantify why deals are lost to key competitorsSales
Need a better way to track leadsSales/Marketing
Need a way to track the ROI of marketing effortsMarketing
Unable to track forecasted revenue from all profit centersManagement
Need ability to identify top performers in every groupManagement
Limited knowledge of last time I spoke to someone; I repeat the same informationProspect
Didnt follow-up when promisedProspect
My Pain Points
Pain PointGroup
3. Capture & prioritize your goals and define measurementsDefine your goals in terms of the hoped-for solutions for each target group. Set the priority to help focus your Salesforce implementation efforts going forward. Think through the ways in which you would measure the achievement of these goals. My Business Goals & Priorities (SAMPLE)
GoalMetricPriority
What does the executive team hope to get out of Salesforce?
Identify top performersReps with highest revenue closedImportant
Identify top customersTop deals by revenueMust Have
Capture leads from the websitex% increase in leadsNice to Have
What do the managers hope to get out of Salesforce?
Better visibility into the pipeline100% of deals are shown in SalesforceImportant
Know why key deals are lostCount by closed lost reasonMust Have
Increase close ratesIncrease close rate by x%Must Have
Relevant reports for top managementCRM pipeline reportsMust Have
Make sure leads are not droppedReduce dropped leads from x to yImportant
What are the goals for your end users of Salesforce?
Easy access to collateralDocument consistencyImportant
Ability to work on the goIncrease effectiveness by x%Must Have
Get credit for work Reduced employee attritionImportant
What are the goals for your customers related to the Salesforce solution?
Know history of interactionsHigher customer satisfaction scoresMust Have
Use my time wiselyIncrease close rateImportant
My Business Goals & Priorities
GoalMetricPriority
What does the executive team hope to get out of Salesforce?
What do the managers hope to get out of Salesforce?
What are the goals for your end users of Salesforce?
What are the goals for your customers related to the Salesforce solution?
D. Define your success metricsUnderstand what you will use to measure the success of your Salesforce implementation across usage and data quality, user satisfaction and business performance.
1. Usage and Data QualityMy Usage/Data Quality Measures (SAMPLE)
Key QuestionsMetrics
Are users logging in? % of users logging into Salesforce
Are users using the application? # accounts/contacts/opportunities created# of active licenses% of users running pipeline reports
Who is logging in most frequently?Login leader boardHall of Fame
Are users interacting with the application?Average # of opportunities associated to an account
Are opportunities up to date?# of open opportunities with close dates in the past
My Usage/Data Quality Measures
Key QuestionsMetrics
2. User FeedbackMy User Satisfaction Measures (SAMPLE)
User Survey Questions
Is the training helping you perform your job?
Have you improved lead qualification?
Do you find competitor information quickly?
Is collaboration helping to close deals faster?
My User Satisfaction Measures
User Survey Questions
3. Business PerformanceMy Business Performance Measures (SAMPLE)
Key QuestionsMetrics
How is my team tracking with sales?YTD SalesQTD SalesWin Ratio for Current & Previous Year
Do I have a sufficient pipeline?New Business PipelinePipeline by Owner
What is the quality of my leads?Lead Conversion RatesLead Conversion Rates by Source
Are we remaining engaged with our customers?Accounts with no activities last 90 days
My Business Performance Measures
Key QuestionsMetrics
E. Determine your validation approachA successful implementation includes user validation and ways to gather feedback to determine if you are meeting your objectives. Think about who will be involved and what you will need for user validation. My Validation Plan (SAMPLE)
Key QuestionsApproach
Who will validate the Salesforce solution (consider who is most capable of testing the business processes)?Sales Reps John Scott, Helen CampbellSales Managers Ted TaylorSales Assistants Joe ZurichExecutives Joanne Hunt
What are my environment needs?Test sandbox with configuration, user set-up, and small amount of data
What are the key timing considerations?Avoid end of quarterWork around Spring Break and April conference
My Validation Plan
Key QuestionsApproach
Who will validate the Salesforce solution (consider who is most capable of testing the business process)?
What are my environment needs?
What are the key timing considerations?
F. Create your communication planDetermine the timing, owners and key topics to build enthusiasm and keep users updated on the Salesforce initiative.My Communication Plan (SAMPLE)
TimingKey Topics
Pre-LaunchProgram visionKey playersBusiness goals Note: Many of the pre-launch topics can be sharing the information youve captured in Step 1 of this workbook
LaunchInstructions on how to access SalesforceHow to get help (questions, training)
Post LaunchUser recognitionUser Tips/TricksReminder of how to get help/ask questions
My Communication Plan
TimingKey Topics
Step 2: Create the User Experience (watch the Create video)Adapt Salesforce to enable and improve your business processes by completing the following core steps:A. Define your sales processB. Set-up UsersC. Set-up LeadsD. Set-up OpportunitiesE. Set-up ActivitiesF. Utilize ChatterG. Download and Leverage Salesforce1H. Set-up AccountsI. Set-up ContactsJ. Align Salesforce to your business
A. Define your sales process Define the steps you go through to close a deal (i.e. your sales funnel). Define the criteria required prior to moving to the next stage.My Sales Stages (SAMPLE)
StagesEnter this stage when:
LeadIndividual is received through lead source, they are not a current customer and interest is not confirmed
ProspectingIndividual is an existing customer with a new opportunity
QualificationIndividual has been contacted and expressed interest
Discovery/ScopingInteractions to understand individual needs for a particular deal are in progress
Proposal/Price QuoteProposal/quote is getting developed
Negotiation/ReviewIndividual has proposal and has not made decision
Closed- Won/LostIndividual accepts/rejects proposal
My Sales Stages
StagesEnter this stage when:
B. Set-up Users (watch the Set-up Users Video)1. Set-up your role hierarchy
Key ConsiderationsActionResources
Role HierarchyWhat role hierarchy will ensure that your managers have access to the same data as their employees?Identify the roles you want to set-up based on your organizations structureCreate your role hierarchy and set-up your rolesOther References:Who Sees What: Data Visibility How Tos Video
2. Enter Users
Salesforce UsersWhat employees would benefit with access to Salesforce?Enter usersAssign users to roles and profilesSet Up Walkthroughs: Set up a new user
C. Set-up Leads (watch the Set-up Leads Video)1. Adjust the standard fields to match my business
Key ConsiderationsActionResources
Lead Standard FieldsWhat adjustments to standard fields would align Salesforce to my business process?Define the adjustments to standard fields needed using the table belowHide unnecessary fields & related listsSet required fieldsUpdate pick list valuesSet default valuesUtilize help text to guide usersPremier+ reference Admin Request: Create/Modify Fields to submit caseSet Up Walkthroughs: Adjust Lead standard fields Update Lead picklist values Use help text on Leads
Other References: Guidelines for Creating Leads Customizing Lead Settings: Help Article Standard Lead fields: Help Article Configure Salesforce with Custom Fields How to update a Pick List How to change the look & feel of Salesforce
Standard Field Name (* = required)Data TypePick list ValuesDefault ValueHelp TextWant Field?
AddressAddress
Annual RevenueCurrency (18,0)
CampaignLookup (Campaign)
Company*Text (80)
Created By*Lookup (User)
DescriptionLong Text Area (32000)
Do Not CallCheckbox
EmailEmail
Email Opt OutCheckbox
FaxFax
Fax Opt OutCheckbox
IndustryPick list-Agriculture-Apparel-Banking-Biotechnology-Chemicals-Communications-Construction-Consulting-Education-Electronics-Energy-Engineering-Entertainment-Environmental-Finance-Food & Beverage-Government-Healthcare-Hospitality-Insurance-Machinery-Manufacturing-Media-Not for Profit-Recreation-Retail-Shipping-Technology-Telecommunications-Transportation-Utilities-Other
Last Modified By*Lookup (User)
Last Transfer DateDate
Lead OwnerLookup (User, Queue)
Lead SourcePick list-Advertisement-Employee Referral-External Referral-Partner-Public Relations-Seminar Internal-Seminar Partner-Trade Show-Web-Word of mouth-Other
Lead Status*Pick list-Open-Contacted-Qualified-Unqualified
MobilePhone
NameName
SalutationPick list-Mr.-Ms.-Mrs.-Dr.-Prof.
First NameText (40)
Last NameText (80)
No. of EmployeesNumber (8,0)
PhonePhone
RatingPick list-Hot-Warm-Cold
TitleText (80)
WebsiteURL (255)
2. Add custom fields (if necessary)
Key ConsiderationsActionResources
Lead InformationWhat additional lead information do I need to track for reporting purposes? Do I need a more robust lead scoring approach?Define custom fields needed using the table below to drive reporting and decisions (common custom fields provided)Add custom fieldsAdjust field locationCreate validation rules (as appropriate)Premier+ reference Admin Request: Create/Modify Fields to submit casePremier+ reference Admin Request: Validation Rule to submit caseSet Up Walkthroughs: Add Lead custom fields Other Lead Source Add Lead custom fields Product Interest Add validation rules for Leads
Other References: Configure Salesforce with Custom FieldsLead Scoring: AppExchangeDefining Validation Rules Examples of Validation Rules
Custom Field NameData Type (see Custom Field Types)Values
Service/Product InterestPick list
Other Lead SourceText
3. Determine your lead import approach & enter leads
Key ConsiderationsActionReferences
Manually Enter Leads Do you receive leads one at a time (i.e. referrals, business cards)? No set-up required enter leads directly in SalesforceSet Up Walkthroughs: Enter Leads
Other References:Guidelines for Creating Leads: Help Article
Import Leads (optional)Do you purchase lists, spreadsheets? If soUse Data Import Wizard to import your leadsOther References:Data Import Wizard
Set Up Web-to-Lead (optional)Do you have leads generated from websites? If soSet up Web-to-LeadOther References: Setting Up Web-to-Lead
4. Assign Leads
Manual Lead AssignmentDo you have a low volume of leads?1. No set-up required assign leads (single or bulk) in SalesforceSet Up Walkthroughs: Assign Leads
Other References: Assigning Leads: Help Article
Lead Queues (optional)Do you distribute leads to a group of people for selection? Create lead queues Other References: Creating Queues: Help Article
Lead Assignment Rules (optional)Do you use any a process or set of rules to distribute leads (i.e. regional, industry, product)?Create lead assignment rulesPremier+ reference Admin Request: Assignment Rules to submit case Other References: Creating Assignment Rules: Help ArticleRound Robin Assignment: AppExchange
5. Create custom list views
Custom List ViewAre there particular fields that drive the action you want to perform (i.e. unassigned leads for ABC product interest)Create custom list view(s)Set Up Walkthroughs: Create Lead custom list views
Other References: Creating Custom List Views: Help Article
6. Adapt dashboards and reports
AnalyticsWhat metrics do you need to run your business? (Reference metrics you defined in Step 1: Prepare for Success)Install Leads and Opportunity Management Dashboards from the AppExchange Adapt reports & dashboards to align to your businessShare the Reports & Dashboards with appropriate usersPremier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit caseOther References:Lead and Opportunity Management Dashboards AppExchangeReports and Dashboards QuickstartModify a Dashboard
D. Set-up Opportunities (watch the Set-up Opportunities Video)1. Adjust the standard fields to match my business
Key ConsiderationsActionResources
Opportunity Standard FieldsWhat adjustments to standard fields would align Salesforce to my business process?Define the adjustments to standard fields needed using the table belowHide unnecessary fields & related listsSet required fieldsCustomize standard field pick list valuesUtilize help text to guide usersSet default valuesDefine opportunity contact rolesPremier+ reference Admin Request: Create/Modify Fields to submit caseSet Up Walkthroughs: Adjust Opportunity Standard Fields Update Opportunity Stages Use help text on Opportunities
Other References: Opportunities & Quotes Sales Cloud DemoCreate and Track OpportunitiesStandard Opportunity fields: Help ArticleConfigure Salesforce with Custom FieldsHow to update a Pick ListHow to change the look & feel of SalesforceWorking with Forecast CategoriesViewing and Editing Contact Roles
Standard Field Name (* = required)Data TypePick list ValuesDefault ValueHelp TextWant Field?
Account Name*Lookup (Account)
Amount*Currency (16,2)
Close Date*Date
Created By*Lookup (User)
DescriptionLong Text Area (32000)
Expected RevenueCurrency (16,2)
Forecast CategoryPick list-Omitted-Pipeline-Best Case-Commit-Closed
Last Modified By*Lookup (User)
Lead SourcePick list-Advertisement-Employee Referral-External Referral-Partner-Public Relations-Seminar Internal-Seminar Partner-Trade Show-Web-Word of mouth-Other
Next StepText (255)
Opportunity Name*Text (80)
Opportunity OwnerLookup (User)
Primary Campaign SourceLookup (Campaign)
PrivateCheckbox
ProbabilityPercent (3,0)
QuantityNumber (16,2)
Stage*Pick listRecommendation: align stages to your sales process defined above in Define your sales process.-Prospecting -Qualification -Discovery/Scoping-Proposal/Price Quote -Negotiation/Review -Closed Won -Closed Lost Recommendation: add the definitions as help text as defined above in Define your sales process.
TypePick list-Existing Business-New Business
Opportunity Stage & Forecast Category Guidance (modify as needed to align to your business) StageProbabilityForecast Category
Prospecting10%Pipeline
Qualification20%Pipeline
Discovery/Scoping50%Pipeline
Proposal/Price Quote75%Pipeline
Negotiation/Review90%Pipeline
Closed Won100%Closed
Closed Lost0%Omitted
Contact Role Standard Values (modify as needed to align to your business) Standard Field Name (* = required)Data TypePick list Values
Contact RolePick list-Business User-Decision Maker-Economic Buyer-Economic Decision Maker-Evaluator-Executive Sponsor-Influencer-Technical Buyer
2. Add custom fields (if necessary)
Key ConsiderationsActionResources
Opportunity InformationWhat additional opportunity information do I need to track for reporting purposes?Define custom fields needed using the table below to drive reporting and decisions (common custom fields provided)Add custom fieldsAdjust field orderAdd validation rulesMap lead conversion fieldsPremier+ reference Admin Request: Create/Modify Fields to submit casePremier+ reference Admin Request: Validation Rule to submit caseSet Up Walkthroughs: Add Opportunity custom field (Closed / Lost) Add Opportunity custom field (Product Interest) Add validation rules for Opportunities Map the Lead conversion fields
Other References: Create Custom Fields
Custom Field NameData Type (see Custom Field Types)Values
Product InterestPick list
Other Lead SourceText
Closed Lost ReasonPick list
3. Set up opportunity products
Key ConsiderationsActionResources
Opportunity productsDo you want to report on product interest, sales trends and product leads? Do you want to send quotes that include line item quotes? If so, you may want to leverage products and price books.If you are not leveraging products & price books:Hide the products related list from the opportunity pageIf you are leveraging products & price books:Adjust the opportunity product layout (as needed)Input your products (manual or via data load)Input your standard price book (and additional price books, as necessary)Other References:Opportunity Products Page Layout Set-upProducts & Pricebooks Data Load
4. Create list views
Key ConsiderationsActionResources
Custom List ViewsAre there particular fields that drive the action you want to perform (i.e. opportunities past close date)?Create custom list view(s)Set Up Walkthroughs: Create Opportunity custom list views
Other References:Create List View
5. Create dashboards and reports
AnalyticsWhat metrics do you need to run your business? (Reference metrics you defined in Step 1: Prepare for Success)Install the Leads and Opportunity Management Dashboards from the AppExchange Adapt dashboards and reports based on your requirements Share the Reports & Dashboards with other usersPremier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit caseOther References:Lead and Opportunity Management Dashboards: AppExchangeReports and Dashboards QuickstartModify a Dashboard
E. Set-up Activities1. Adjust the standard fields to match my business
Key ConsiderationsActionResources
Activity Standard FieldsWhat adjustments to standard fields would align Salesforce to my business process?Define the adjustments to standard fields needed using the table belowRemove unnecessary fieldsChange field locations Set required fieldsUpdate pick list valuesNote: Activity Type defaults as hidden from users. Recommendation is to update profile visibility, add field to activity page layout and adjust pick list values as neededSet default valuesUtilize help text to guide usersPremier+ reference Admin Request: Create/Modify Fields to submit caseOther References:Creating Activities: Help ArticleStandard Task FieldsStandard Event FieldsConfigure Salesforce with Custom FieldsHow to update a Pick ListHow to change the look & feel of Salesforce
Task Standard FieldsStandard Field Name (* = required)Data TypePick list ValuesDefault ValueHelp TextWant Field?
Assigned To*Lookup (User, Calendar)
Call DurationNumber (8, 0)
Call Object IdentifierText (255)
Call ResultText (255)
Call TypePick list
CommentsLong Text Area (32000)
Create Recurring Series of TasksPick list
Created ByLookup (User)
Due DateDate/Time
EmailEmail
Last Modified By*Lookup (User)
Name*Lookup (Contact, Lead)
PhonePhone
Priority*Pick list-High-Normal
Related ToLookup
Send Notification EmailCheckbox
Status*Pick list-Not Started-Completed-Waiting on someone else-Deferred
Subject*Pick list-Call-Email-Meeting-Send Letter/Quote-Other
TypePick list-Administrative-Call-Meeting-Presentation-Other-Email
Event Standard FieldsStandard Field Name (* = required)Data TypePick list ValuesDefault ValueHelp TextWant Field?
All-Day EventCheckbox
Assigned To*Lookup (User, Calendar)
Created ByLookup (User)
DateDate/Time
DescriptionLong Text Area (32000)
DurationNumber (8, 0)
EmailEmail
End*Date/Time
Last Modified ByLookup (User)
NameLookup (Contact, Lead)
LocationText (255)
PhonePhone
PrivateCheckbox
Related ToLookup
Show Time AsPick list
Start*Date/Time
Subject*Pick list-Call-Email-Meeting-Send Letter/Quote-Other
TimeDate/Time
TypePick list-Administrative-Call-Meeting-Presentation-Other-Email
2. Set-up Email Integration
Key ConsiderationsActionResources
Email integrationDo I need to synchronize Salesforce with my email provider? If so:Define records to sync and direction, using the table below (recommendations included in specs below)Complete integration set-up
Other References: Salesforce for OutlookMy Email to SalesforceUsing Gmail in SalesforceAppExchange: Gmail integration
Email Integration SpecificationsItemSyncDirection
EmailYesEmail provider to Salesforce
TasksYesTwo way
EventsYesTwo way
ContactsNoNone
3. Create list views
Key ConsiderationsActionResources
Custom List ViewsAre there particular fields that drive the action you want to perform (i.e. Tasks due this week)?Create list view(s)Other References:Create List View
4. Create dashboards and reports
AnalyticsWhat metrics do you need to run your business? (Reference metrics you defined in Step 1: Prepare for Success)Modify dashboards and reports based on your requirements Set up new reports and dashboards and/or install free AppExchange reportsPremier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit caseOther References: Sales Activity Dashboard: AppExchangeReports and Dashboards QuickstartModify a Dashboard
F. Utilize Chatter (watch the Utilize Chatter Video)1. Utilize Chatter
Key ConsiderationsActionResources
Opportunity CollaborationHow do your sales teams collaborate on deals?Collaborate on opportunitiesSet Up Walkthroughs: Collaborate on dealsOther References:Chatter Quick Start
Chatter GroupsWhat are groups that would foster collaboration and help run aspects of your business?Create Chatter groupsRecommended groups:1) Salesforce Training, Tips & Support2) Company initiative or event
Set Up Walkthroughs: Create chatter groupsOther References:Create Chatter Group
G. Download & Leverage Salesforce11. Download & Leverage Salesforce1
Key ConsiderationsActionResources
Download & Leverage Salesforce1How do you enable Salesforce1 to look at and edit data on your mobile device?Have users download Salesforce1 app (via Apple AppStore or Google Play)Leverage common ways to use Salesforce1 View/Modify/Create Contacts, Accounts, Opportunities, Tasks Collaborate with Chatter View Reports & Dashboards Utilize Today AppOther References: http://www.salesforce.com/salesforce1/rolloutguide/
Customize Salesforce1 (optional)What additional set-up can improve the Salesforce1 experience?BrandingPage layoutsNavigation menuNotificationsPublisher actionsOther References: http://www.salesforce.com/salesforce1/resources.jsp
H. Set-up Accounts (watch the Set-up Accounts Video) 1. Adjust the standard fields to match my business
Key ConsiderationsActionResources
Account Standard FieldsWhat adjustments to standard fields would align Salesforce to my business process?Define the adjustments to standard fields needed using the table belowHide unnecessary fields & related lists Set required fieldsCustomize standard field pick list valuesSet default valuesUtilize help text to guide usersPremier+ reference Admin Request: Create/Modify Fields to submit caseSet Up Walkthroughs: Adjust Account standard fields Add help text on Accounts
Other References:Account OverviewConfigure Salesforce with Custom FieldsHow to update a Pick ListHow to change the look & feel of Salesforce
Standard Field Name (* = required)Data TypePick list ValuesDefault ValueHelp TextWant Field?
Account Name*Text (80)
Account NumberText (40)
Account OwnerLookup (User)
Account SiteText (80)
Account SourcePick list
Annual RevenueCurrency (18,0)
Billing AddressAddress
Created By*Lookup (User)
DescriptionLong Text Area (32000)
EmployeesNumber (8,0)
Fax Fax
IndustryPick list-Agriculture-Apparel-Banking-Biotechnology-Chemicals-Communications-Construction-Consulting-Education-Electronics-Energy-Engineering-Entertainment-Environmental-Finance-Food & Beverage-Government-Healthcare-Hospitality-Insurance-Machinery-Manufacturing-Media-Not for Profit-Recreation-Retail-Shipping-Technology-Telecommunications-Utilities-Other
Last Modified By*Lookup (User)
OwnershipPick list-Public-Private-Subsidiary-Other
Parent AccountLookup (Account)
PhonePhone
RatingPick list-Hot-Warm-Cold
Shipping AddressAddress
SIC CodeText (20)
SIC DescriptionText (80)
Ticker SymbolContent (20)
TypePick list-Analyst-Press-Competitor-Prospect-Customer-Reseller-Integrator-Investor-Partner-Other
WebsiteURL (255)
2. Add custom fields (if necessary)
Key ConsiderationsActionResources
Account InformationWhat additional account information do I need to track for reporting purposes?Define custom fields needed using the table below to drive reporting and decisionsAdd custom fieldsPremier+ reference Admin Request: Create/Modify Fields to submit caseSet Up Walkthroughs: Create a custom field
Other References: Create Custom Fields
Custom Field NameData Type (see Custom Field Types)Values
3. Create Account Hierarchy (if necessary)
Key ConsiderationsActionResources
Account Hierarchy Do you track multiple locations, franchises, subsidiaries, etc. on an Account? If so:Create an account hierarchy by associating existing and/or new Account to a Parent Account If loading accounts, include a column with the parent account ID and map that to the Parent Account field in SalesforceOther References: Account Hierarchy
4. Create custom list views
Account ViewsAre there particular fields that drive the action you want to perform (i.e. Customer Accounts, Competitor Accounts)?Create custom list views Set Up Walkthroughs: Create Account custom list views
Other References: Creating Custom List Views: Help Article
I. Set-up Contacts (watch the Set-up Contacts Video)1. Adjust the standard fields to match my business
Key ConsiderationsActionResources
Contact Standard FieldsWhat adjustments to standard fields would align Salesforce to my business process?Define the adjustments to standard fields needed using the table belowHide unnecessary fields & related lists Set required fieldsSet default valuesUtilize help text to guide usersPremier+ reference Admin Request: Create/Modify Fields to submit caseSet Up Walkthroughs: Adjust Contact standard fields Add help text on Contacts
Other References: Contacts OverviewConfigure Salesforce with Custom FieldsHow to update a Pick ListHow to change the look & feel of Salesforce
Standard Field Name (* = required)Data TypePick list ValuesDefault ValueHelp TextWant Field?
Account NameLookup (Account)
AssistantText (40)
Asst. PhonePhone
Birthdate Date
Contact OwnerLookup (User)
Created By*Lookup (User)
DepartmentText (80)
DescriptionLong Text Area (32000)
Do Not CallCheckbox
EmailEmail
Email Opt OutCheckbox
FaxFax
Fax Opt OutCheckbox
Home PhonePhone
Last Modified By*Lookup (User)
Last Stay-In-Touch Request DateDate/Time
Last Stay-In-Touch Save Date*Date/Time
Lead SourcePick list-Advertisement-Employee Referral-External Referral-Partner-Public Relations-Seminar Internal-Seminar Partner-Trade Show-Web-Word of mouth-Other
Mailing AddressAddress
MobilePhone
Name*Name
SalutationPick list-Mr.-Ms.-Mrs.-Dr.-Prof.
First NameText (40)
Last NameText (80)
Other AddressAddress
Other PhonePhone
PhonePhone
Reports ToLookup (Contact)
TitleText (80)
2. Add custom fields (if necessary)
Key ConsiderationsActionResources
Contact InformationWhat additional account information do I need to track for reporting purposes?Define custom fields needed using the table below to drive reporting and decisions (common custom fields provided)Add custom fieldsAdjust field locations on page layoutPremier+ reference Admin Request: Create/Modify Fields to submit caseSet Up Walkthroughs: Create Contact custom field (Level / Role)
Other References: Create Custom Fields
Custom Field NameData Type (see Custom Field Types)Values
Level/RolePick list-CEO-VP-Director-Assistant-Other
ActivePick list-Active (default)-Not Active
J. Align Salesforce to your business1. Take additional steps to align Salesforce to your business
Key ConsiderationsActionResources
Brand the Home PageDo you want to further align Salesforce to your business and improve the user experience?
Add your logoSet up custom linksAdd a message sectionDisplay your favorite dashboardSet Up Walkthroughs: Add custom links to home page Add a message to the home page Display your favorite dashboard
Other References: Designing Home Tab Page Layouts
Clear the Clutter Are more tabs showing than what you will be using?Remove tabs your users will not be using from your tab layoutSet Up Walkthroughs: Remove and reorder tabs
Other References: Editing App Properties
Improve Usability with Page LayoutsNow that you have your custom fields added, can you further organize the page to align field order to your process? Create new sections with meaningful section headersCustomize related lists (i.e. fields shown, order)Premier+ reference Admin Request: Page Layout Create/Change to submit caseOther References: Customizing Page Layouts with the Enhanced Page Layout Editor
Improve Usability with Search ModificationAre there additional fields that can help users find the data they need? Add additional fields to make the use of lookup fields easierEnsure relevant fields are returned in searchOther References: Specifying Lookup Filter Fields
Step 3: Enable the User Experience with Data (watch the Enable video)Improve user confidence in Salesforce and achieve business results by migrating and maintaining data with the following steps:A. Identify Data and Prepare Data for ImportB. Import DataC. Manage your Data
A. Identify Data and Prepare Data for ImportKey ConsiderationsActionReferences
Data Analysis What data is appropriate to migrate to Salesforce? What are the sources of my data?Determine data that will be imported and the source of the data (consider: objects that are relevant and clean as well as the duration you should go back)Importing Data Overview
Data Preparation How clean is my data? Are there duplicate names, companies, etc. that I need to merge?Export field name columns from Salesforce to create your data import template (no need to change column headers if using ACT, Outlook, GoldMine, Palm Desktop)Include the record owner IDPopulate required fieldsUse valid pick list values (example: Not Started, In Review, Complete)Include an import batch field (optional)Add Created By and Created Date fields (optional, requires a opening a case with Salesforce to open up fields)Include legacy system data ID (optional)Examine data and correct errors Delete duplicatesCorrect spellingEnforce standardsFill-in incomplete fieldsPreparing your data for importCleaning and preparing your data using excelPreparing your data for import articleCreating export files for import wizard (ACT, Outlook, etc.)How do I use an External ID to import related records? (Help Article)
Salesforce PreparationDoes Salesforce align to my data to allow for data migration?Identify required fieldsCreate custom fieldsAdd pick list valuesAdd a field or legacy system data IDOpen up the audit fields like Created Date to import true valuesCreate a batch field to identify each importConfigure Salesforce with Custom FieldsHow to update a Pick List
B. Import DataKey ConsiderationsActionReferences
Data Import WizardWhat is the best approach to load my data?Chose data to importEdit field mappingTest on subsets of records before a full importReview and start importPremier+ reference Admin Request: Create/Update/Delete Data to submit caseShould I Use Data Loader VideoWhich Data Import/Export Tool Should I UseBest practices for importing dataImport data in the right order
C. Manage your DataKey ConsiderationsActionReferences
Educate on Data Quality What standards should I have in place to maintain my data?Use naming conventionsUse address conventionsPrevent duplicates
Set-up Data Quality within SalesforceHow can I set-up Salesforce to help with data compliance?Establish required fieldsCreate default valuesUse data validation rulesDefining Validation Rules
Data Archive StrategyHow should I store the data that I am not migrating to Salesforce? What data should I archive and how frequently?Determine archive strategy for data you do not migrateDetermine ongoing archive strategy for data
Create Data Quality Dashboards How can I monitor data quality and take action?Install Data Quality Analysis Dashboards from the AppExchange Adapt reports & dashboards to align to your businessShare the Reports & Dashboards with appropriate usersPremier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit case Data Quality Analysis Dashboards Reports and Dashboards Quickstart Modify a Dashboard
Back up DataWhat is my approach to back up Salesforce data to protect from internal mistakes?
Options include: Enterprise and Unlimited Edition Customers: Weekly Data Export Service Professional Edition Customers: available for a fee Explore AppExchange for options available for data backupExporting backup data
Step 4: Deploy and Empower your Users (watch the Deploy video)Engage with your users and take action to achieve your goals through the following steps:A. Plan your trainingB. Drive user adoptionC. Track and measure success
A. Plan your training1. Identify your audienceDetermine the audience groups that need to be trained and what scenarios are covered by Salesforce. Then map the processes that are relevant to each audience.Audience Identification (Sample)
Training AreaSales Reps(10)Sales Managers(2)Executive(1)
Salesforce BasicsXXX
Lead ProcessXX
Sales ProcessXX
Activity TrackingX
Account & Contact ManagementX
Reports & DashboardsXXX
Audience Identification
Training AreaAudience 1(#)Audience 2(#)Audience 3(#)
2. Determine relevant scenariosThink through the typical processes your users will go through on a daily basis using Salesforce and focus training on these processes. Document the scenario and the Salesforce functions you will want to cover in training.Sales Rep Training Scenario (Sample)
ScenarioFunctionality
1. Runs her weekly sales meetings with the pipeline report 2. Reviews her teams completed and scheduled activities3. Meets with sales rep to review pipeline, activities and lead conversion4. Reviews status of top 10 opportunities for the current month5. Views selected key opportunities to understand pending steps for close6. Uses mobile device to check on monthly sales targets, collaborates with sales reps on opportunities Reports & Dashboards: View and drill down on an opportunity, activity and lead reports Sales Process: Sales stages, update opportunities, contact roles and products Lead Process: Lead status, conversion Activity Tracking: Create/update activities Chatter: Post on opportunity and account records Salesforce 1: Today, Dashboards, Post, Opportunites, Collaboration
Sales Manager Training Scenario (Sample)
ScenarioFunctionality
1. Contacts leads to determine if they are an ideal prospect and convert2. Reviews account, opportunity and activity details before speaking with customer3. After customer meetings, updates opportunity sales stages and creates an activity for follow up4. Views Opportunity Management dashboard to prepare for meeting with manager 5. Uses mobile device to view open tasks for the day Reports & Dashboards: view and drill down on opportunities Lead Process: convert leads, update lead status Sales Process: Sales stages, update opportunities, contact roles and products Activity Tracking: create/ update activities Chatter: post on opportunity and account records Salesforce 1: Today, Dashboards, Post, Opportunites, Collaboration
Training Scenario
ScenarioFunctionality
1.
Note: Premier customers should leverage Premier Success Customizable Training - Link
3. Define your training pathsTraining paths are the sequence of training and type of training you want your users to have. This can vary by the type of audience (i.e. Sales Rep vs. Executive). Training Plan (Sample)
Pre-requisite TrainingScenario TrainingPost Go-Live
Basic Salesforce Training (Self Paced) Getting Started: Navigating Salesforce Getting Started with Reports and Dashboards How to Manage Leads & Opportunities How to Create Personal Tasks Getting the Most out of Chatter FeedsScenario-based Training(In Person) Sales Rep Scenarios (above) Sales Manager Scenarios (above)Refresher & Advanced Topics (Web-based) Top tips based on questions How to leverage reports & dashboards Custom list views
Training Plan
Pre-requisite TrainingScenario TrainingPost Go-Live
B. Drive user adoptionKey ConsiderationsActionReferences
MotivateHow will you encourage users to leverage Salesforce? Leverage executive leadership Emphasize the value Motivate by recognition Develop incentives
SupportHow will you support users if they have questions on Salesforce? Utilize super users Document your support process and share Address problems quickly and publicly Offer refresher trainingDefining Validation Rules
EngageHow will you connect with your users and understand feedback they have on Salesforce? Develop a communication plan Create feedback loops Reach out to resistors Utilize Chatter Walk the floorSet Up Walkthroughs: Create chatter groups
Other References:Create Chatter Group
C. Track and measure successKey ConsiderationsActionReferences
Measure Salesforce usageHow will you know if users are leveraging Salesforce? What actions will you take based on your observations of usage? Modify dashboards and reports based on your requirements Set up new reports and dashboards and/or install free Adoption Dashboard AppExchange Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit caseOther References: Adoption Dashboard AppExchangeReports and Dashboards QuickstartModify a Dashboard
Measure Data QualityHow will you keep your data up to date and validate users are using Salesforce appropriately? Modify dashboards and reports based on your requirements Set up new reports and dashboards and/or install free Data Quality Analysis Dashboards AppExchange Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit caseOther References: Data Quality Analysis DashboardsReports and Dashboards QuickstartModify a Dashboard
Assess User SatisfactionHow will you determine if pain points are being addressed and if Salesforce is helping users reach their goals? Leverage chatter polls Distribute surveys and leverage Survey Tools AppExchangeOther References: Chatter PollsSurvey Tools AppExchange
D. Track achievement of business outcomesKey ConsiderationsActionReferences
Success metrics Are all the metrics defined in Step 1: Prepare for Success reflected in the reports and dashboards? Review the metrics defined in Step 1: Prepare for Success (Usage/data quality, User Satisfaction, Business performance) Add/modify reports and dashboard to have access to relevant metrics to manage your business and take action Install adoption dashboards to track usage of Salesforce Premier+ reference Admin Request: Dashboard/Dashboard Component and Admin Request: Create a Report to submit caseOther References: Salesforce CRM DashboardsSales Activity DashboardsService & Support DashboardsSalesforce Mobile Dashboard for iPadReports and Dashboards QuickstartModify a Dashboard
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