getting started workbook

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


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)


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


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


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)


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


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


Account Name*Lookup (Account)

Amount*Currency (16,2)

Close Date*Date



Expected RevenueCurrency (16,2)

Forecast CategoryPick list-Omitted-Pipeline-Best Case-Commit-Closed



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



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


Product InterestPick list

Other Lead SourceText

Closed Lost ReasonPick list

3. Set up opportunity products


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


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


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


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


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


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


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


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


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


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


Account Name*Text (80)

Account NumberText (40)

Account OwnerLookup (User)

Account SiteText (80)

Account SourcePick list

Annual RevenueCurrency (18,0)

Billing AddressAddress



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


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)



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



3. Create Account Hierarchy (if necessary)


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


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


Account NameLookup (Account)

AssistantText (40)

Asst. PhonePhone

Birthdate Date

Contact OwnerLookup (User)


DepartmentText (80)


Do Not CallCheckbox

EmailEmail

Email Opt OutCheckbox

FaxFax

Fax Opt OutCheckbox

Home PhonePhone


Last Stay-In-Touch Request DateDate/Time

Last Stay-In-Touch Save Date*Date/Time


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)



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)



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


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)


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


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

Copyright 2015 salesforce.com, inc. All rights reserved.Getting Started Workbook Page 9 of 9

getting started workbook

Documents

setup leads

setup checklist

setup activities29f

setup users video14c

salesforce administratorsets

setup accounts video36i

setup opportunities

setup contacts video41j