welcome to salesforce corporate relations training€¦ · if after you completed the global search...

UTO Training | Corporate Relations

1 © Arizona State University. All rights reserved. V10

Welcome to Salesforce Corporate Relations Training Technical Assistance email: [email protected] Salesforce: https://salesforce.asu.edu

Contents Welcome to Salesforce Corporate Relations Training ................................................................ 1

Introduction ................................................................................................................................ 3

Key Terms ................................................................................................................................. 3

Customize Your Tabs ................................................................................................................. 4

Searching for Records ............................................................................................................... 5

Creating a New Contact & Linking to an Account ....................................................................... 6

Adding Additional Campaigns .................................................................................................. 9

Creating a New Account ...........................................................................................................11

Clean Data ................................................................................................................................12

Building Relationships ...............................................................................................................14

Linking Contacts to Accounts ................................................................................................ 14

Linking Accounts to Contacts ................................................................................................ 15

Creating a New Corporate Opportunity record ..........................................................................17

Edit an Opportunity Detail record ..........................................................................................20

Creating Activities .....................................................................................................................23

Create a Task with no follow-up............................................................................................. 23

Log a Call .............................................................................................................................. 24

Send an email ....................................................................................................................... 26

Closing Open Activities .......................................................................................................... 27

My Profile & Settings .................................................................................................................28

Updating My Profile ............................................................................................................... 28

Updating My Settings ............................................................................................................ 29

How to Request Access to Production ......................................................................................31

Salesforce for Outlook ...............................................................................................................34

Using Salesforce Outlook ...................................................................................................... 35

Help If Your Outlook Connector Disappears .......................................................................... 37

How to log into Salesforce Production with ASU Single Sign-On (SSO) ....................................38

mailto:[email protected]

https://salesforce.asu.edu/



Introduction

Salesforce is a cloud-based system which users can integrate their business processes allowing automated

functionality. This functionality can assist in reducing workloads and enabling an increased focus on

customer service. It provides a central location to manage and organize customer information and

supports collaboration amongst staff.

Salesforce is being used at ASU for:

Corporate Relations Student Services Recruitment Email Marketing

Key Terms Terms Definition

Cloud Computing

Cloud Computing is technology that enables Internet-based services that let you sign up and log in through a browser. Salesforce delivers its Cloud Computing service in the cloud. Other familiar cloud computing services include Google Apps and Amazon.com.

Account An organization or Business that has a relationship with ASU.

Contact A contact is a person who has a relationship with ASU.

Relationships The act of linking Contact Records and Account Records.

Campaigns Campaigns are defined by the Department Affiliation and the Type of Engagement.

Types of Engagement Specifies how we are interacting with the contact.



Customize Your Tabs In order to order to perform various task in this manual you need to be able to access specific tabs within

Salesforce. If you find you are missing a tab follow the instructions below to customize your tabs.

1. Click on the plus sign in the tab bar.

2. Click on Customize My Tabs, on the right side of the screen.



3. Select the Tab you want displayed from the Available Tabs box > Click Add > Click Save

Searching for Records To search for a specific Account or Contact Record within Salesforce, you can use the Global Search box at the top of the page.

1. You can search by first/last name, company name, phone number, email address, or street address. This will assist you in finding accounts that already exist within Salesforce helping to eliminate possible duplicate records.

2. Use the asterisk (*) as a wildcard function will allow you to search more records. If you start with the asterisk, then the search will look for records that contain the phrase.

3. If you end the phrase with an asterisk, then it will search for records that start with that phrase. Always perform a search before entering any new

records.



Creating a New Contact & Linking to an Account If after you completed the Global Search for the Contact record and you did not locate the Contact, then

you will want to create a New Contact record and associate that Contact record with an Account.

1. Click on the New Corporate Relations Contact tab

a. On page 1 of the record template you will need to fill in as much information as you know

about the contact.

i. Minimally you will need to complete the First & Last name and 2 of these 3 fields:

Email Phone or Zip Code.

b. Press Continue

2. Complete the Relationship Information on Page

2 of the template.

a. Document the Contacts job title

b. Do a search for the Account by clicking

on the magnifying lens icon.



c. If you did not locate the Account for this contact, close the search window and click Create

to create a New Account Record.

i. Complete the required fields: Account Name, Website & Mailing city

ii. Click Save

d. Select the Type of relationship the Contact has with the company or account.



e. Select your Department Affiliation or Functional Group that you are affiliated with.

f. Select the Type of Engagement pre-determined by your Functional Group.

Note: Campaigns are defined by the Department Affiliation and the Type of Engagement.

These two pieces of information are what you will be able to report against.

g. Click Save Or you can:

i. Click Add Relationship to link your Contact with additional Accounts.

ii. Click Add Campaign to link your Contact with another Department and Type of

Engagement.

h. Click Save



Adding Additional Campaigns

You can view and add additional Campaigns from the Contact record under Campaign Member

Management.

1. To Add an Affiliation or Campaign, Click Add Affiliation

2. Search for your Department or College

3. Click Select next to your Department or

College



Note: To just add your Department or College click Add.

4. Select the Type of Engagement from the list on the right.

NOTE: You can only select one Type of Engagement at a time. Repeat steps 2-4 in this section to

add additional Types of Engagements.



Creating a New Account If after you completed the Global Search for the Account record and you did not locate the Account, then

you will want to create a New Account record.

1. Click on the Accounts Tab.

2. Under Recent Accounts, Click on New.

3. Compete the form and Click Save.



Clean Data At any point after you have a created an Account you will have the option to Clean the data. In order to

create a Corporate Hierarchy amongst associated companies you will need to collect the D-U-N-S number

which is displayed after you clean the data.

To clean the data:

1. Click Clean

2. Select the appropriate record that matches the information for your account. Click Select and

Proceed to Clean.



3. Select the items from Data.com that you want to collect about your account.

4. Click Save

5. Review your account to find the information you have ‘Cleaned’.



Building Relationships

Linking Contacts to Accounts

To link Contacts and Accounts, the records have to exist in the system.

1. Search for the Contact using the Global Search and Click on the Contact’s Name.

2. Click on Show Feed under the contact Name to reveal

the quick action buttons

3. Click on the Account quick action button.

4. Search for the Account, Select the

Relationship Type, Add Relationship Notes if necessary, and Click Create.

5. Press F5 on your keyboard to refresh the screen and see the changes you made.



6. Hover over Relationships or click on it to see all of the Accounts that are linked to your Contact.

Linking Accounts to Contacts

To link Accounts and Contacts, the records have to exist in the system.

1. Search for the Account using the Global

Search and Click on the Account Name.

2. Click on Show Feed under the Account

Name to reveal the quick action buttons

3. Click on the Contact quick action button.



4. Search for the Contact, Select the Relationship Type, Add Relationship Notes if necessary,

Identify the contacts job Title and Click Create.

5. Press F5 on your keyboard to refresh the screen and see the changes you made.

6. Hover over Relationships or click on it to see all of the Contacts that are linked to the Account.



Creating a New Corporate Opportunity record

Create a Corporate Opportunity record for existing Contacts

To create a New Corporate Opportunity record for the existing Contact.

1. To search for the existing Contact, you can use the Global Search box at the top of the page.

2. In the contact record click on More and from the drop down select New CR Opp



3. Complete all required fields: Opportunity Name, Account Name, Opportunity Team, Type and

Stage.

a. Type Opportunity Name

b. Search for Account Name



c. Select Type of opportunity

d. Select Stage of opportunity

a. Select Opportunity Team

Click Create when completed.

Your New Corporate Opportunity record is created.

The New Corporate Opportunity record can also be viewed on the Chatter feed or refresh the page and

view it on the Opportunities related list.



Edit an Opportunity Detail record

a. Click on Opportunity Name

Edit the Opportunity Detail record fields:

b. changes can be made to Type, Stage fields

c. Close date was defaulted to a year from created Opportunity date but can be changed

d. “Secondary Opportunity Team” is a Dependent field by the “Opportunity Team” selected



e. Additional Information will include the financial data:

1. Amount Requested: The Amount ASU requested / expects to receive

2. Actual Amount: This is the final payout to ASU for the Opportunity

3. Award Type: The way the Opportunity will be funded

4. Funding type: The Type of organization that we are doing the Opportunity with

5. Payment type: How payment will be received



Activities

An Activity can be a task, email, or a phone call. You can track all interactions for your Contacts. You can

assign Tasks to yourself or others in your functional group for follow-up with your contact. Those tasks

that require action will be viewable on the Home tab.

Activity History

Activity History is located on a client’s Contact Record. Any action that has been completed is listed within

the Activity History related list. This will assist in documenting all of the communication you have with the

contact.



Creating Activities

Create a Task with no follow-up

If you receive communication from your contact you can log the interaction as a Task. Creating a New Task

is most beneficial if you do not need to schedule a follow-up task.

1. From the Home tab, Click New under the My Tasks section

2. In the New Task template you can:

a. Assign to another user

b. Change the subject to the appropriate interaction

c. Relate it to an account and/or a contact

d. Assign a due date

e. Create a recurring task

f. Set a reminder

3. Click Save



Log a Call

If you receive communication from your contact you can log it as a “Log a Call” activity even if it

“technically” was an email or an in-person visit. Using the Log a Call functionality allows you the option to

create a follow-up task.

1. Search for your customer or contact and open their contact record

2. Hover over Activity History and Click on Log a Call

3. You can select the appropriate interaction type by changing the Subject to how you

communicated with the contact.



Optional: Additionally, you have the option to link this task to the Account record in addition to your

Contact record. If you want to link this task to the clients account,

4. Click the dropdown for Related To.

5. Click the magnifying lens to search for the account. Click on the Account name to populate it into

your task.

Optional: Schedule a follow-up task

6. Click Save



Send an email

You can send an email from the Activity History Related List on the Contact record. The benefit to sending

an email from Salesforce is that it tracks whether the client has received and opened the message.

1. Click the Activity History related link, this will take you to that section of the screen.

2. Click Send an Email.

3. The email format should be HTML to allow for formatting font and hyperlinks. You can link the

email to the Account record so you can view the communication linked to these details. The

subject is required.

4. Click the “Send” button to send the message. A copy of the message will appear in the Activity

History. In the HTML Email Status section, you can view the date the message was sent, the date the email was opened, how many times the email was opened, and the date the message was last opened.



Closing Open Activities

Be sure to close any follow up activities after you have completed them.

From the Home Screen

1. Scroll down to My Task and Click the X next to the task you want to close

2. Under the Additional Information section, the Task will updated with Completed

3. Click Save

From the Contact Record

1. Hover over Open Activities and Click Cls next to the task you want to close

2. Under the Additional Information section, the Task will updated with Completed

3. Click Save



My Profile & Settings

Updating My Profile

Your user profile shows you how other people see you in ASU Connections.

(1) To update your profile, click on your name in the upper-right corner of the web browser.

A drop-down menu will display three options. Select “My Profile.”

(2) On the left side, you will find an area for your contact information labeled Contact.

Click on the pencil icon to edit this area.

Click the Save All button in the pop-up window when you are finished

Adding a Photo

1. On the left side of the page, hover over the silhouette and click on Add Photo.

2. To add your photo, click on the Browse… button to select a file from your computer.

3. Once your photo file has finished uploading, you will see the name listed. Click on the Save button to keep this photo.



4. A preview of the photo will display. Move the dotted lines to adjust the thumbnail preview. Click the Save button when you have finished.

5. If you are satisfied with your photo, then the task is complete. If you would like to change your photo, then hover over the picture and select Update. Follow the previous steps to upload a new photo.

Updating My Settings

1. To update your Settings, click on your name in the upper-right corner of the web browser. A

drop-down menu will display three options. Select “My Settings.”

2. To manage your Email notifications click on Email in the menu on the left side of the page.

Then click on My Email Settings



3. Make any changes to your Name, email address or add a signature. Be sure to click Save.

4. To manage your Chatter notifications click on Chatter in the menu on the left side of the

page.

5. Make any adjustments to your Chatter email preferences and be sure to click Save.



How to Request Access to Production 1. Go to Add a Security Request.

2. Note: If you are not already signed in to My ASU, sign in with your ASURITE ID and password on the My ASU sign in page to continue. The ASU PeopleSoft Security Request page appears, displaying a User ID text field, as shown below:

3. Type your ASURITE ID in the ID text field provided.

4. Click Continue >>.

5. The Requested Security Access and Purpose page appears, displaying text fields for the purpose of your request and your supervisor's User ID, as shown below:

6. In the Purpose for Access Request text field, please provide an explanation of how you will be using Salesforce (ex: I will utilize Salesforce to Create and Manage Contacts and Account records for (your) ASU department or school.

7. Type your supervisor’s ASURITE ID in the Supervisor's UserID field form.

Note: If you do not know your supervisor’s UserID, click the magnifying glass icon to look up ASURITE IDs by

name.

8. Click Continue >>.

https://go.oasis.asu.edu/oasis/AddSecurityRequest/



The Security Request roles page appears, displaying Adding roles, role model, and current unchanged roles options, as shown below:

9. Click Add Role(s).

The Select Role(s) to Add page appears, Click the check-boxes next to Salesforce Corporate Relations.

10. Scroll to the bottom of the form page and click Save and Return.

11. The Security Request Save and Submit page appears, displaying your Requested Roles, as shown below:

12. Review your requested roles from the Requested Roles list and click Save and Submit.



13. The Security Access End-User Authorization page appears, displaying the ASU Computing Access Policy, as shown below:

14. Read the ASU Computer Access Policy. 15. To continue, click I Agree.

The Security Request Confirmation page appears, displaying your Submit Confirmation.

Your request was successfully submitted.



Salesforce for Outlook Instead of switching between Salesforce and Outlook to document and communicate with your

prospective students, you can view and work with Salesforce records directly in Outlook. It is currently

only Windows compatible.

Download the Salesforce for Outlook Installer

You’ll download the installer from Salesforce.

1. Close Microsoft® Outlook®.

2. Close Salesforce for Outlook. To do so, right-click the Salesforce for Outlook icon ( ) in your

system tray, and then click Exit

3. At the top of any Salesforce page, click the down arrow next to your name. From the menu under

your name, select Setup or My Settings—whichever one appears.

4. From the left pane, select one of the following:

If you clicked Setup, select Desktop Integration | Salesforce for Outlook.

If you clicked My Settings, click Desktop Add-Ons | Salesforce for Outlook.



5. Click Download. Then click Save File. If the Download button is unavailable, ask your

administrator to assign you to an Outlook configuration.

Using Salesforce Outlook The Salesforce Side Panel can help you with documenting a full 360-view of the communication. Unlike

using the Send Email option in Salesforce, you will not have any tracking functionality for emails sent in

Outlook.

1. Highlight the email message.

2. If the record is found in Salesforce, the name will appear in

the side panel.

(The email on the contact record needs to match where the

email came from for the contact to show up in the panel.)

3. It will show Open Activities, Activity History, Opportunities and cases related to the record.



4. To add the email, click on the top envelope next to the

Contact Name (note: the second envelope next to the

hyperlinked contact name is the account associate with this

contact. Remember, every person that is added to

Salesforce has account associate with them.)

5. The message will then be added to the Salesforce record.

6. After you have added the email, (click off of the email in outlook and then click back on it) click on

the triangle next to Activity History to see a list of all previous emails attached to the contact.



7. If the email is added to the account by mistake, it won’t show up under Activity History

8. You can also view the record by clicking on the “View in Salesforce” link.

9. If the record is not found, you can search for the record. Click on the

magnifying glass to begin the search. Type in the person’s name,

phone number, street address, or secondary email address. The

phone number needs to be formatted the same as the Salesforce

record to locate it.

10. If the record is located, it will be listed within the side panel. Click on the

envelope next to the contact name to add the email to the record that was

found.

Help If Your Outlook Connector Disappears

Accessing the Salesforce for Outlook Settings and Tools

https://help.salesforce.com/apex/HTViewHelpDoc?id=outlookcrm_system_tray.htm&language=en_US

Accessing the System Tray Application

If you don't see the icon, just restart the application by double-clicking

the Salesforce for Outlook shortcut on your desktop or the application in your computer's

Programs directory (Start | All Programs | salesforce.com | Salesforce for Outlook).

If the icon is disabled ( ), you may need to start Outlook.

If you don’t see the icon, you might need to click the arrow next to the system tray and drag

the Salesforce for Outlook icon to the system tray.

https://help.salesforce.com/apex/HTViewHelpDoc?id=outlookcrm_system_tray.htm&language=en_US



How to log into Salesforce Production with ASU Single Sign-On (SSO) ASU uses single sign-on (SSO) to access many applications and systems on the ASU domain,

including our Customer Relationship Management system known as Salesforce. Once you sign

into My ASU, you can access Salesforce directly from the My ASU homepage.

To access Salesforce from the ASU homepage, perform the following steps:

1. From http://www.asu.edu, click on My ASU.

2. Type your ASURITE ID and password in the provided fields and click Sign in.

3. Under the Teaching & Student Support Tools section, click CRM (Salesforce).

Note: As an alternative method to logging into Salesforce, you can access the site directly by going

to https://salesforce.asu.edu and logging with your ASURITE ID and password.

Want More Training?

Please visit the UTO Training site at http://links.asu.edu/utotraining, then click on Salesforce Training in left margin to find more training documents like this one.

http://my.asu.edu/

http://www.asu.edu/

https://salesforce.asu.edu/

http://links.asu.edu/utotraining

welcome to salesforce corporate relations training€¦ · if after you completed the global search...

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