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Home 6.6- Given a scenario, identify when to apply the appropriate sales productivity features (e.g., big deal alerts,
update reminders, similar opportunities, competitors, team selling)
Admin Cert Notes
Components of the Sales Cloud include:
0-Admin Introduction
Web-to-Lead
1–Organization Setup–1%
Lead Assignment Rules & Auto-Response Rules
2–User Setup–9% Lead Conversion
Accounts, Contacts, Opportunities
3–Global User Interface–1% Account & Sales Teams
Account & Opportunity Contact Roles
4-Security and Access-15%
Forecasting & Quotas
5–Standard and Custom Products, Price Books, Quotes, Opportunity Products
Objects-18% Campaigns: Management, Hierarchy, ROI
6-Sales and Marketing Very Important: YouTube Sales Cloud Session by Greg Diercks of Accenture. I will base this Sales Cloud chapter on this
Applications-9% excellent video by Greg.
8-Activity Management-3%
9-Chatter-1%
10-Data Management-11%
13-Work ow Automation-7%
15-AppExchange-2%
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6.1- Describe the capabilities of lead management (e.g. lead conversions, lead source, lead eld mapping)
6.2- Given a scenario, identify how to automate lead management ((e.g., queues, assignment rules, web-to-
lead, auto-response)
Exercise 1:
Queues:
Queues are location where records await processing by assigned members. It is like a bucket of Records, a collection
of Records with users who have the right to access and pick from this collection (Queue members). Queue di ers
from Groups in the sense that Groups is just a collection of Users. Don’t confuse these 2.
It can contain public groups, Roles and Subordinates and Users – these are the Queue members
When Queue created, a View also created for it that is available to every Queue member
Member of the queue can access and accept any Records in it
Exercise 2:
Assignment Rules:
Like 1 or more lters, or entries: each a Lead comes from the web, so the Assignment Rule is checked, speci cally
the rst entry or lter. If matches, ok, if not, go to the next. If all no, go to the default.
Only 1 active Rule at a time for each Object! It can have many Entries.
Exercise 3:
3- Sort Order=2, Lead Region equals blank. Assign it to the User “Allison Wheeler”.
3. Test it: Lead Tab – New Lead – ll it, and ll the Region to be “US” – Save (make sure
before saving to check the box at the end to assign based on the Rule, not to you).
This Lead will be assigned to the Queue “US Sales Team”
Web-to-Lead Auto-Response Rule are automatic emails that are sent to the email address after entering a Lead
through Web. Web to Lead: Generates HTML that you can use in any webpage. This HTML contains code by
Salesforce. When a person lls this form, the code lets it open a Lead in Salesforce. Assignment Rules will be applied
here.
Exercise 4:
2. Turn on Web to Lead: Go to Build | Customize | Leads | Web-to-Lead – Edit – Enable/ Specify the Default Lead
Creator, which is the last Resort Lead owner / specify the Last resort email template. These Last Resort will be
used if nothing is matching in the Assignment Rules and Auto-Response Rules done before
3. Create Web to Lead Form: Click on Generate the Web Form – specify the available Fields you want it in the HTML.
/ specify the webpage where they will land when they submit the form – click on Generate! Select the HTML code,
Right click Desktop – New Text Document and paste in the code, then save as HTML (ANSI encode)?
4. Double click on the HTML le – you will get the form! Fill it with info: Industry equals Technology and Region=US.
This way, the Web-to-Lead Auto response rule will re and send the template speci ed, and the Assignment Rule
will also re and assign it to the US Sales Team queue.
6.3- Given a scenario, identify the capabilities and implications of the sales process
A sales process determines which stages can be selected on an opportunity when Record Types are enabled (Sales
Process is Business Process of Opportunity). The opportunity stage characteristics (type, probability, forecast
category) in uence a variety of characteristics within Salesforce, including: opportunity expected revenue (standard
eld), opportunity inclusion in forecasting, and opportunity reporting.
Record Types:
1. Business process (lifecycle): what stages and status? 10 to 50 to 100? For Lead and Solution: Status, and
for Opportunity and Case: Stage – what are the steps (stages) Sales Cycle will take from new, to Closed?
2. Page layout (group of elds)
3. Create the Record Type itself and then specify the picklist value of other picklist elds
Exercise 5:
Validation Rules:
Validation Rules are used to conditionally require data and ensure proper data format and data consistency.
A Validation Rule is related to an Object
You de ne a Validation Rule by specifying an error
condition and a corresponding error message.
The error condition is written as a Boolean formula
expression that returns true or false.
If the formula returns TRUE, then Salesforce will NOT save the Record and will return the error message.
The user can correct the error and try again.
System validation: imposed by the system, ex: required elds, number elds…
Custom validation: helps you enforce your Business Process.
Example: if stage is Closed Lost, you should enter the Reason Lost otherwise, Record cannot be saved!
There are a number of very good example that you can get started with and expand on: Example of Validation
Rules. I highly recommend that you check these examples to know how to de ne a Validation Rule and
its formula which is the most important aspect of a Validation Rule.
Exercise 6:
– Now put the other: if the stage name is lost, you have to give me the Reason eld: add “&&” on next line after
rst formula, and insert ISPICKVAL again, Highlight the picklist_ eld in the formula, and click on insert – select
Opportunity – Reason Lost – click insert. Highlight the second argument “text_literal, and replace with “”.
If the formula returns TRUE, then Salesforce will NOT save the Records and will return the error message. In our
case, if BOTH conditions are met: Closed lost stage AND blank Reason Lost, then the Formula will return TRUE
and the error message will be displayed without saving the Record. Click on Check Syntax to check code, and
nally add error message (shows on top of page or on eld)?
Test it! Go to an Opportunity , change stage to Closed Lost and try to save! Won’t let you!
Opportunity Team:
Used in collaborative selling. Opportunity owner, their manager in hierarchy and Admin can:
Manually add/remove users on an Opportunity
Grant access: Read-Only (RO), Read-Write (RW)
Create personal default Sales team which can be added automatically
This is another way to let other people have access to Opportunity
Exercise 7:
This way, he can click “Add Default Team” on the Opportunity Team Related List section of the Opportunity.
Now go to any Opportunity of this user, you can see that the team has been added to them!
Account teams provide a clear way to document the roles of multiple users in the management of a single
account. Opportunity teams (AKA team selling) does the same for opportunities.
Both account and opportunity teams extend record-level privileges to team members
Account Team disabled by default. To enable it: Customize | Accounts | Account Teams
Once enabled, you have some options:
Role: you can de ne the roles
Replace role
Disable it all
Account Team goals:
Documentation & accountability. Clearly de ning each user’s role within the management of an account
provides an easy way to establish accountability.
Record access. When a user is assigned to an
account team, they are granted record-level access
to the account record and some of its related
records:
Operations & logistics. Account teams can be referenced in list views and reports
To add and manage Account Team members: you need Full record access to the account – this is generally the a)
the account owner, b) a user higher in the role hierarchy than the account owner, or c) a system administrator
Default Account Team: Each user can de ne a default account team:
Setup | My Settings | Personal Information | Advanced User Details
The user’s default account team can be automatically added to new or
existing accounts owned by the user. This option shows when you Add members to default team
Or you can manually add default team on the Record page:
Opportunity Team is enabled by default. To disable it: Customize |
Opportunities | Opportunity Teams | Opportunity Teams Settings
Opportunity team Used in collaborative selling. Opportunity owner, their manager in hierarchy and Admin can:
Manually add/remove users on an Opportunity
Grant access: Read-Only (RO), Read-Write (RW)
Create personal default Sales team which can be added automatically
This is another way to let other people have access to Opportunity
Check Exercise 7 above for Opportunity Team
Same options apply for Opportunity team as the Account Team
Example Use Case: Scenario: My organization has a large, complex sales division. Org-wide defaults for account
and opportunity are set to private. For strategic accounts, a team is established with users ful lling various roles
(sales engineer, sales rep, etc.). Given the private sharing model, often these users will need the account owner to
manually share record access.
Solution: Instead of using manual record sharing to provide access to accounts, enable account teams. Not only
will this solve the record sharing requirement, but will also provide a clear mechanism to document each user’s
relationship to each account.
Opportunity Splits:
Opportunity splits allow an organization to attribute opportunity revenue to multiple users (e.g. split
accreditation for a closed/won opportunity to multiple users of sales team – not just the opportunity owner).
As of the Winter 14 release, opportunity spits can be included in forecasts.
As of the Summer 14 release, custom opportunity splits are supported.
Disabled by default, you need to enable it in Build | Customize | Opportunities | Opportunity Split
Contact Roles:
Opportunity Competitors:
The Salesforce Console was previously branded “Sales Cloud Console”. The new Salesforce Console provides both
sales and service functionality. The Service Cloud section has additional resources
O ered with the Service Cloud license, and needs an add-on for the Sales Cloud (EE and UE)
Admin can de ne a Console for the Sales Reps: specify which objects are in the Console for quick access, do ne if
records appear as primary tabs or subtabs
Can build custom components using Visualforce
Can display third party integrations using the Salesforce Console Integration toolkit API
Live agent is a Service Cloud feature, and cannot be enabled in Salesforce Console for Sales
Enabling user in Salesforce Console for Sales is a 2-step process:
User must be assigned the “Sales Console User” license using a
Permission Set license assignment on their user record
User must be assigned the “Sales Console” permission using a
Permission Set license assignment on their user record
Then customize the Console: Setup | Customize | Console.
Orders:
Order is a new standard Object used to complete the Sales cycle and bridges gap between sales / service cloud
An order is an agreement between you and your customer to provision services or deliver products with a known
quantity, price, and time.
Opportunities are often used to represent the
lifetime value of a sale. A contract is typically
used to represent a legally binding agreement.
For example, within a parts manufacturer, a
sales rep creates an opportunity representing
the sale of 200,000 units. The customer agrees
to purchase 200,000 units at a speci ed price
over the period of one year; this agreement is
captured within a contract record. The customer
draws down this commitment by placing orders
for parts over the period stipulated in the
agreement.
In the above scenario, the order indicates which
parts were purchased, price, ship date, and other logistical information.
Like other standard objects, you can customize orders functionality to t your order management needs.
The orders object is intended to be integrated with ERP systems (e.g. SAP, Oracle).
Note that the order Related List is not part of the Account and Opportunity Page Layout by default, you must add
it.
You can create Order from the Order tab, the Account tab or the Opportunity tab
When you create Order from Opportunity or Account, the Account eld in order gets populated by the Account
Mandatory elds in Order:
Name and start date and Status
Contract number: which means a contract should come before Order
Products can be used to represent a good or service that your organization sells. Price books can be used to establish
tiered pricing (e.g. a “Gold” customer pays a di erent price than a “Silver” customer for the same product). At least one
price book must be active in order to add products to an opportunity or quote. Products can optionally have quantity
or revenue schedules.
1. You can create Products, independently from Price Book. You can add a price called Standard Price.
2. To select a Product in an Opportunity , it should belong to a Price Book. There is a “Standard Price Book” in
Salesforce.
3. After that, you can create Price Book, and add products to it, with List
Price this time. List Price is the price of this product in this exact Price
Book. It can be same as Standard price (set when you created the
Product);
4. Create Price Book: go to Products tab, to the bottom right, click on
“Manage Price Books”. Or go to the Price Book tab, click on new. You
can activate the standard Price Book, or create a new Price Book. Let us
create a new Price Book called “CA Price Book” that is not a clone of any
other.
5. Once we have a Price Book, we can determine which Products go into
the Price Book – if you have existing Products, then go to the Price
Book itself, and click on Add Products.
6. If no Products yet, go to the Products tab, and click on New next to Recent Products. Fill the Product name and
code, then click on Save and Add Price. Ex. Name=” CA Service Desk Manager License” and Code=” CASDMAN”
with price=5000.
7. Can mass import products with Data Loader and new custom elds.
8. Each Product has optional Product Family and Price + Pricebook. But if you want to add Product to Price Book, it
should have a price!
9. Optional Add this Product to a Price Book (CA Price Book) – specify
the List Price (can exist in separate Price Book with di erent
prices) or use the Standard Price (5000).
10. Now when you create an Opportunity , you can specify the Price
Book under Products and add the product and quantity. You can
only specify a single Price Book per Opportunity .
11. The Amount value on the Opportunity main section will be auto updated = qty x price.
When is a single price book appropriate? At least one price book must be con gured and active in order to add
products to either an opportunity or a quote.
When are multiple price books appropriate? The use of multiple price books will allow organizations to price
products independently for di erent groups of customers.
How can you determine which price books are assigned to a user? By default, the org-wide default setting for
price book is “Use”. This means that any user with read access to both the “Product” and “Price Book” object will
be able to select any active price book.
How can I restrict visibility/use to certain price books?
1. Set the org-wide default for price book to “View Only” or “No
Access”.
2. Share each individual price book with the appropriate role, group,
and users.
Can I assign/restrict use of Price Books by role or pro le or record type? Yes you can. First, you need to set your
OWD for Price Books to “No Access”. Then, click “Manage Price Books” from the Products tab. Click a Price Book
and you will now see the “Sharing” button. This allows you to give access to Price Books based on Roles, Groups,
and Users. https://na9.salesforce.com/help/doc/en/products_sharing.htm
How are price books selected?
If only a single price book is active, or the user only has “Use” permissions to a single price book, then that
price book is automatically selected.
If the user has “Use” access to more than one active price book, then they must manually select the price
book prior to adding products to an opportunity or a quote.
Important Note: The products object does not use the standard record sharing model. Access to manipulate
products is controlled by object-level security (pro le & permission sets).
Products Scheduling:
Prices:
Key Terms:
ER Diagram:
Solution:
Revenue Schedule is enabled, but no schedule speci ed. This mean that you can specify a schedule later on in
the Opportunity (this is called Custom Schedule).
Add the 3 Products to this new Price Book. With List Price di erent than Standard Price.
Amount is updated to: 16,500 with Revenue: 8,250 (50% of the amount)
3701E: 100 List Price per month, 12 month schedule = 1200 and qty=10. Therefore 12000
3701EM: 1500 List Price, with possibility to have Revenue schedule
37015Y: 3000 List Price one time, no possibility to schedule
Using Quotes:
Users can generate a quote with opportunity data, and keep the quote and opportunity data in sync. A PDF of the
quote can be generated and sent to the potential customer.
The quote object in Salesforce is a great solution for capturing and quoting standalone products without complex
pricing requirements. If you need to con gure product bundles, have product inter-dependencies, complex pricing
requirements, or similar requirements, you may want to consider a third party solution such as Apttus Con gure Price
Quote.
It is disabled by default. To enable it, go to: Build | Customize | Quotes | Quotes Settings – Enable Quotes – save
Select the page layouts where Quote will be enabled in, let’s say “Product Sales” layout
Once enabled, the settings list will appear
Go to opportunities, you can see a new Quote section is added
– click new Quote
the products and amount will be taken from the Opportunity itself
On the quote itself, you can add products more than the noes in the Opportunity . Then you can Synchronize
quote and opportunity
6.5- Describe the capabilities of campaign management (e.g., hierarchies, in uences, campaign members)
A campaign is an Object in Salesforce, part of the Marketing App. It is
used to track the organization marketing initiatives and your marketing
spend. With campaign you can:
Market to existing Leads and contacts
Track response rate
Generate new leads and add into campaign and converge to contacts and Opportunity and track this
conversion
Calculate ROI
What can a campaign be? Anything that can generate Leads and business can be a campaign: Mass Email,
Webinar, Print advertising, Event, outdoor advertising, promotions…
Campaign is a standard object – you have all standard objects functionalities: custom elds, records owner,
layouts, business process and record type, validation rules, work ow…etc.
Unique campaign features: campaign statistics: summary info like number of leads associated with campaign,
contacts, Opportunity , converted Leads…
Creating a campaign is just like creating any other record in Salesforce, with the exception that the user must
have the “Marketing User” feature license selected in addition to corresponding object-level security.
To create a campaign, go to the campaign tab, click on new. Fill the elds.
Once created, you can view and add things to the campaign:
Campaign hierarchy: if you have parent/child relationship it will show
Activities: events and tasks
Activity history: log a call, send an email
Attachments
Opportunities
Campaign members: you can add members by searching
existing Leads and Contacts or uploading le (for example, get
attendee le in a trade show) status of each member can be Sent or Responded
Once anyone responds to the campaign, you can update his status:
You can convert a Lead to an account, Opportunity and contact/ this change count:
Here, we started with 5 leads, where 2 responded, then 1 Lead was converted.
Once the opportunity is closed/won, then its value will appear in the campaign (2,000$ here).
This can now be used in the ROI report (the Actual cost will be used as cost, and not the budgeted cost. So
make sure to enter the exact actual cost at the end of the campaign).
Campaign ROI is the percentage a campaign has returned above its cost. A campaign that cost $20,000 and
returned $20,000 would have an ROI of 0%. Campaign ROI calculations only include opportunities where the
campaign is listed as its primary campaign.
6.
A campaign hierarchy will allow you to capture statistics about a group of campaigns at a glance.
When you use campaign hierarchy, need to add the Hierarchy total elds to layout (add new section) + make
elds visible in Field-Level Security – they are not present in Layout and hidden in Field-Level Security!
When you do these 2, the table in the “Campaign Hierarchy” related list will get populated with matrix numbers
Then build a campaign structure using the Parent Campaign eld.
You can have up to 5 levels in your campaign hierarchy. There is no limit to the number of campaigns within the
hierarchy itself, however. The Related List of Campaign Hierarchy will only show 2 levels (a parent and children).
Now that the campaign hierarchy elds are visible, add them to appropriate page layout(s). Note: You may want to
consider using record types when implementing a campaign hierarch
Campaign In uence:
Campaign ROI
6.6- Given a scenario, identify when to apply the appropriate sales productivity features (e.g., big deal alerts,
update reminders, similar opportunities, competitors, team selling)
Similar Opportunities:
Allow users to nd Closed/Won opportunities that match the attributes of an opportunity they’re currently
working on, so they can quickly access information that might help them close their open deals.
step 1: Enable it in: Build | Customize | Opportunities | Similar Opportunities
Once enabled, a “Similar Opportunities” related list appears on the opportunity record
Step 2: select Match criteria: Select between 3 and 10 elds or related lists to match
against when nding similar opportunities. Ex. Products, competitors…
Step 3. Select Fields to Display for Similar Opportunities
Once enabled. A Related List called “Simlar Opportunities” will show at the bottom of the Opportunity page
Update Reminder:
Update Reminder lets managers send their direct reports automated emails with a report
on the team’s open opportunities. It lets admin schedule weekly or monthly emails to you
/ your direct reports to remind them to keep opportunity information up to date in
preparation for reviews or other meetings
Can enable it for Org / Auto activate reminder for user who have other users reporting to
them (Direct Reports)
In this page, you will have a list of all users with Direct Reports.
Can con gure each user settings: active?, send to Manager only, or Manager and his Direct Reports?, frequency
(weekly, monthly), lter Opportunity close date, select elds to include.
Example:
Competitors:
You can Add picklist values as Competitors names in Built | Customize | Opportunity | Competitors
When you add, and when you select now you will have a New Window (Combp) to choose from or add text eld
Opportunity Team:
Enabled by default
Already covered here, search for: Opportunity Team
Now, on each stage that you con gured, you will get the Key elds, and the Key for Success text:
2 Comments
Ofer Doron
October 24, 2016 at 7:17 pm
You write “You cannot display the account roles related list on the contact. For instance, when I view the contact that has a Role in an
account, no record of the relationship to any account is displayed on the contact page”.
But I checked it and found that “related accounts” is displayed in the contact detail page, with all the related accounts that the current
contact is associated with.
Neehar Kapila
October 16, 2017 at 12:45 am
I think you would nd related accounts related list on contacts when you enable “Enable contacts with Multiple Accounts” in Lightning
experiene
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