Our first two speakers Shawna and Shilpa will talk about key Salesforce activities that administrators would commonly undertake on a new Salesforce implementation. Shilpa, one of our skill group experts in premier support at Salesforce will talk about setup activities such as the Role hierarchy,Data access and security settings, importing data, and custom page layouts. You’ll learn how to setup a basic implementation in less than 15 minutes thanks to Shilpa. Shawna, a product manager in our setup and customization group will talk about how to tailor your Salesforce implementation to better reflect your business by discussing common point-and-click customization options. She will show you how you can automate business processes and even how to integrate Salesforce with linked in with just a few clicks. How many of you already had an existing Salesforce implementation to work with when you started in your role working with Salesforce? Well, our third speaker Annie will talk about common issues a new Salesforce administrator coming into an existing Salesforce implementation would face and the best practices she has learned from her own experiences being in this situation as the lead Salesforce admin and business analyst at her company, Assurant Solutions.So let’s get rolling, starting with Shilpa…
Every implementation effort in salesforce can roughly be broken down into the following four items. Each of these can be fairly simple or very complex depending upon the needs of each company.- Building your company’s people structure and modelling job responsibilities within salesforce, which drives the data access and defines the permissions within salesforce- Setup users much like all the activities you do on a new hire, except much simpler and faster Import data, so you can work with and maintain history on people, account, business transactions- Customize salesforce to automate your business processes and in many cases consolidate or even eliminate some.Mirror your organizational structure (responsibilities and data access)Setup users in SalesforceImport data (from other systems or external files)Customize Salesforce to automate your business processesRemember to briefly talk about what “Setup” is.
Acme Widgets is a growing business that has realized recently they need a system to manage their sales teamJoe is their sales operations person and will be the admin for Acme’s salesforce.com organization. He’s not used salesforce before but considers himself pretty confident with most new software he encounters. has started thinking about the kinds of things that happen at Acme that he wants to mirror in salesforce. He’s even taken a look at some of our forums to see if there are any good tips for people just starting out like him. He found some great stuff out there – Saleforce.com fundamentals training, the Salesforce.com CRM getting started workbook as well as numerous “Getting Started” help topics. Here are some of the first few things Joe did when he finally got his welcome to salesforce email…
Acme Widgets is a growing business that has realized recently they need a system to manage their sales team. They did a thorough investigation of their software options and, of course, went with salesforce.com Joe is their sales operations person and will be the admin for Acme’s salesforce.com organization. He’s not used salesforce before but considers himself pretty confident with most new software he encounters. has started thinking about the kinds of things that happen at Acme that he wants to mirror in salesforce. He’s even taken a look at some of our forums to see if there are any good tips for people just starting out like him. He found some great stuff out there – Saleforce.com fundamentals training, the Salesforce.com CRM getting started workbook as well as numerous “Getting Started” help topics. Here are some of the first few things Joe did when he finally got his welcome to salesforce email…Every implementation effort in salesforce can roughly be broken down into the following four items. Each of these can be fairly simple or very complex depending upon the needs of each company.- Building your company’s people structure and modelling job responsibilities within salesforce, which drives the data access and defines the permissions within salesforce- Setup users much like all the activities you do on a new hire, except much simpler and faster Import data, so you can work with and maintain history on people, account, business transactions- Customize salesforce to automate your business processes and in many cases consolidate or even eliminate some.
The security model in salesforce is made up of 4 main components – org wide defaults, role hierarchy, profiles and sharing rules. Today we will talk about the first three. We will defer sharing rules for now, but its good to know that sharing rules allow you to extend access based on record ownership. In Spring 11, we will be releasing Criteria Based sharing for some standard and all custom objects so that you can use various filters to in addition to ownership to share record to different users and groups.All of the administration activities in salesforce will be under the Setup node. Only users with system administrator permissions can work with the Customize and Admin Setup sections, infact most users wont even see those sections.Joe needs to setup the security settings for Acme and create a role and profile to put the sales reps in – lets help him do that. Org wide defaultsConsider what the minimum level of data access is for any employee in your company and set your org wide settings. This is the only way to restrict data access, everything else will only expand this access.Role hierarchyMuch like you have a reporting structure in your organisation, the salesforce org also has a hierarchy in which you can put your users. This type of hierarchy is used for granting access to data, setup sharing, for forecasting etc. Its called the Role hierarchy and ideally when you first start your implementation you should build this out to closely resemble your corporate reporting structure. Departments, Functions and/or Geographies etc might be part of this. Its okay for now, to not have users put in each role, having the roles built ahead of time will give you much better idea of your overall setup. ProfilesAnother very important concept in salesforce is that of a profile. Develop profiles keeping in mind specific job functions, e.g: converting leads or creating campaigns. As a part of Premier support when we help new sys admins setup their orgs, one of the first questions is what is the difference between a role and a profile. In short, a role and sharing rules decide which records you can see and a profile gives you access to do something with those records. A profile allows users to perform certain operations with records they can see – edit, delete, convert leads, activate contracts etc. -------------------------------------------you can see that there are a lot of permissions you can control in the Profile – these have grown over the years as we added new products and new functionality to Salesforce.com. Adam Torman, the tireless product manager for Profiles, has been working with his team to rethink the Profiles UI to improve ease of use. Has anyone participated in the Pilot program? (show of hands) I’m happy to announce that the new Profile UI [does it have a snazzy name?] will be generally available in Spring ’11. This is the type of continuous innovation you get with Salesforce. I can’t wait to get my hands on it. Thank you Adam!”
<TODO> Add graphicThe next most important thing after the sharing model is setup is to grant users access to salesforce. To do this you would setup user records for each user and send them a login name and password they can use to access salesforce. Lets walk through creating a user in salesforce. <Clickpath> Demo user creation
The key to being able to use any new system is to be able to port your existing data into it. There are several ways to do that in salesforce. To be sure that he was taking on something he could successfully deliver, Joe decided to start small. Since opportunities are the single most important piece of information to track the sales numbers, Joe decided to import a handful of opportunities. <Clickpath> show import for data loader.He had already created a report to show all oppties created by him today so he was able to quickly verify that the data made it into salesforce
<TODO> Add graphicOnce you have your org setup and user created, then begins the most important part of any salesforce implementation. Customizing salesforce to model your business so you can harness the true power and potential of salesforce. One of the easiest things to do which can have a huge impact is to customize the layouts of all standard objects so they capture information only relevant to your business. Joe decides that the very first customization should be to make the opportunity page more user friendly for the sales reps.<Clickpath> Customize oppty page layout to remove fields
Now that Joe has his users, rolls and profiles set up and his users are up and running with their data in their organization, Joe remembers some of the other cool features he read about when he was doing his early research. [change this to Joe wants to customize the Sales App to make it his own – and make the sales process more efficient yaddayadda]Now that they have salesforce.com – Joe’s boss is excited about all the information he can track. He wants to know how many accounts they are currently targeting. Right now, this information is stored in a notes field on the account. To report easily on it, he wants to create a picklist field on his accounts that tracks their status. This keeps all the values consistent, prevents typos and generally keeps the data in his organization clean.Let’s create a custom field that gives users that helps categorize the status of the account.<Demo Creating the Picklist>
His boss is also complaining that there have been some large deals that closed recently that were a surprise. He was upset that he hadn’t been involved in the deals and some he hadn’t heard about at all until after they closed. Joe did some more investigating and found a couple things he could do to help his boss out. First, he set up an email reminder for his boss that will go out 10 days before all big deals close as a “head’s up”. <demo time based workflow>
The workflow gives the boss a heads up on deals that are about to close – but now Joe needed to solve the second problem. How was the boss not finding out about deals until after they were closing? Knowing his sales guys, he suspected they weren’t always putting their deals in salesforce until after they closed. To reinforce how important it was to keep active deals in the system, he created a validation rule on Opportunity close date to prevent users from entering deals that closed before today. <demo validation rule>
Acme has a “sales success” call every month with all their reps where they share tips and tricks for selling into their accounts. One of the reps talked about how he used LinkedIn to see if he had any connections to his target customers. Joe wondered if this wasn’t something he could integrate into his salesforce.com instance. Just the word “integration” made Joe a little nervous but he felt up to the challenge. He went back out to the help and the forums and found that it was actually pretty simple. <demo linkedIn integration>
Joe was feeling pretty good about what he’d accomplished. His boss was happy and his users were getting on board (especially after a few of them lost out on commissions because they couldn’t back date their opportunities.) Then his boss came to him with a bigger problem. At the executive staff meeting the CFO had been pretty angry about the rise in expenses from the sales reps. Joe’s boss tried to assure him that the expenses were worth it – the team was closing a lot of new business but finance was dubious. Joe’s boss wanted to know if there was anything they could do in salesforce to help him out. He thought about it for awhile and realized he could have the sales team enter the expenses they had on each of their opportunities so they could easily track the return on that spend. <demo creating the expense object> <Show the value of adding a few fields to the object> <Show the tab and “my expenses”, then show relating the expenses object to opportunities> <Demo creating the relationship> <Go to an opportunity and create a few records> <Demo and talk about the RSF field> Joe’s boss can now show that the expenses lunches and taxi rides associated with a deal are more than paying off.
Hi Everyone. As Sergio just mentioned, I’m Annie Casais and I work for Assurant Solutions , and I am based out of Miami, Florida. I’d like to give everyone a quick background on myself. I was born and raised in sunny Miami, Florida, Home of my Miami Hurricanes (GO CANES!) and I’ve lived there all my life. Since I love living in Miami, I decided I’m never leaving, so I recently became a proud homeowner. Now I spend any and all of my free time being a handyman. (well handy woman)[SERGIO2] How much do you charge? I’ve got a few home reno projects I could use a hand with ;)I attended Florida International University for my undergraduate coursework. I graduated back in 2006 with my Bachelors in Business Administration, with a specialization in Management Information Systems. That specialization is related to computer information systems. Currently, I’m working towards my MBA at the University of Miami, focusing on international business. I’m very proud to report that I will be officially graduating one week from today =)I’ve been with Assurant Solutions for a little over 8 years, primarily in an IT role. Earlier this year, I accepted a position with the Global Sales and Marketing group, where my primary role is owning the Salesforce application for our company. Before entering my current role, I maintained most of the legal applications for our company that where used across all of our sites. This basically consisted of customer support, managing enhancements and upgrades, and ensuring appropriate data quality levels. This experience has been key for me to succeed in my new role.
As Shilpa described earlier, you should create page layouts to effectively Display relevant information, Facilitate the flow of data entryAdd efficiency tools with custom buttons and linksAs you create these page layouts, it is also important to note that they have to be maintained independently. At Assurant, we ended up creating over 100 page layouts that needed to managed on that independent basis. This happened because instead of identifying standard layouts that would work across the company, we simply created separate layouts for every site and business unit, although, the functions they perform are pretty similar. So the important best practice here, is understand your business first, and then create only the layouts you need.Another best practice that goes hand and hand with this, is only creating custom fields that you really need. Yes, there will definitely be situations when you must create customs fields, but what you don’t want, is to end up with over 600 custom fields in your org, unless you really need them. In our case, we definitely did not need them. Just because you can customize intensely customize Salesforce, doesn’t necessarily mean you have to. Having overly complex solutions is not always the answer. If you keep it simple, it will be easier to maintain, easier to use, and easier to adapt.
Another best practice that I identified , that will make you a super hero in your organization is to introduce validation rules. They say that rules are meant to be broken, but in the case of validation rules, that is not an option =). By introducing validation rules, you will Improves the Overall Data Quality in the system Simplifies User ExperienceIncorporate WorkflowEmail AlertsOne example of this, is that at Assurant, I have incorporated a validation rule that does not allow a user to input a close date in the past. Also, I created a work flow rule that send out a email notification to an opportunity owner, that a close date is approaching. By adding validation rules, you will improve the quality of your data, while also, reducing data entry errors, since certain validation rules verify that the data a user enters in a record meets the standards you specify before the user can save the record. For example, if you want a user to enter a phone number in a certain format, you can create a validation rule.
Another important best practice that I quickly identified, was that the tools provided by Salesforce, are there for a reason. Use them. As shilpa described earlier, Salesforce has the data loader available for our use. Use the Data Loader when:• You need to load 50,000 to 5,000,000 records. • You want to schedule regular data loads, such as nightly imports.• You want to export your data for backup purposes.At Assurant, I used the data loader heavily when I needed to update a large amount of records. This is the fastest and most efficient way to do so. I also use the data loader to do weekly exports of all our data. You never know when you will need to access a back up file. Another very handy tool is the lotus notes connector. It is a tool that allows you to interact with Salesforce.com conveniently from Lotus Notes. Not only can you use it to insert salesforce contact and leads directly in lotus notes, you can also use it to add email into salesforce, that are stored as activities. Sales reps love this tool, because it shows their activity, without even having to open salesforce.
Another important best practice is training. Although Salesforce.com is very easy to use, you need to make sure that everyone in your company is on the same page. At Assurant, since we have offices around the globe, we established a super user in every country to have the responsibility of training. So for us, we have three types of ongoing training that we perform on an as needed basis:Train the trainer - If you have internal trainers and need to train many users, this is an effective approach in which you train those trainers to deliver the materials you developed. Leadership training – Regardless of the size of your company and your management team, adoption is always higher when management promotes Salesforce by showing they have the necessary knowledge to hold their teams accountable. End-user training – Hands-on training is perfect for making training personal, relevant, and interactive. The ideal classroom size is 1 instructor to 15–20 participants. If it’s not possible to present “live,”interactive, on-site training, use virtual training and turn over the mouse to give participants hands-onexperience with a demo scenario that gets them involved and active.
BeforeAlmost no executive promotion – executives where not involved with the salesforce implementationBad data quality – Duplication/innacuriesLow user adoption - usage was very low. We could only track adoption based on number of loginsNo activity usage – activities where not used at allBusiness units involved - 5 business units where effectively using the applicationAfterExecutive promotion 100%Data Quality – 90% AccuracyUser Adoption – compared to how we tracked it before, based on logins, users adoption is up to about 90%Activity usage – the users are not only logging in, they are now using the activities functionality, which allows for Business Units – 14 out of 15 on the updated org. the final one we will be working on moving them over this month.
I’ll be available after the session.
1. ADM – 101<br />Administration basics for new Salesforce Admins<br />Sergio Valle<br />Shilpa Verma<br />Shawna Wolverton<br />Annie Casais<br />
2. Safe Harbor<br />Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.<br />The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2010. This documents and others are available on the SEC Filings section of the Investor Information section of our Web site. <br />Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.<br />
9. First priority: set up the security, users and import data
10. Next step: make it his own to make sales team successful</li></ul>Resources<br /><ul><li>Saleforce.com fundamentals training
11. Salesforce.com CRM getting started workbook
12. “Getting Started” topics in online help</li></li></ul><li>Setup org wide sharing defaults<br />Setup sales reps<br />Create a role<br />Create a profile<br />Create users<br />Import data<br />Customize page layouts<br />Joe’s task list<br />Did you know? If an admin needs to test functionality logged in as another user, users can grant login access from Name > My Personal Information> Grant Login Access.<br />
13. Custom profiles available in EE & UE only<br />“How can I control what users see and do in Salesforce?”<br />Did you know? Criteria based sharing (coming soon…) will allow you to share records based on many different filter criteria<br />
14. Enhanced Profile User InterfaceMaking the Administrator’s User Experience Better<br />Pilot<br />
15. User Setup<br />How can I get the users logged into Salesforce?<br />User Setup<br />Create a new user with a role and profile<br />Send password<br />Did you know? You can mass create or deactivate users using Data Loader.<br />
16. Importing data<br />Data Loader available in EE & UE only<br />How can I get my existing data into Salesforce?<br />Import Wizards<br />Data Loader<br />Accounts, contacts, leads, opportunities and more….<br />Data file in CSV format<br />Columns mapping to fields in Salesforce<br />Did you know? Salesforce has plugins for both Outlook and Lotus Notes to allow you to sync contacts, attach emails, etc directly from your email client.<br />
17. Page layouts<br />Where can I control what is seen on each page?<br />Display only relevant information<br />Facilitate the flow of data entry by controlling the placement and positions of fields, related lists etc<br />Add efficiency tools with custom buttons and links<br />Did you know? Search layouts for an object allow you to control which field appear on the tab, search results, lookup dialogs, etc.<br />
18. Make It Your Own<br />Shawna Wolverton<br />Director, Product Management<br />salesforce.com<br />
19. Make it Your Own: Your Fields<br />“How many accounts are we targeting this month?”<br />Did you know? Force.com supports 19 field types, including lookup fields for connecting related records. These lookup fields support dynamically filtered results, which can be defined by the admin or the end user.<br />
20. Make it Your Own: Your Alerts<br />Workflow and Approvals available in EE & UE only<br />“Why didn’t I know about that big deal last month?”<br />Did you know? Workflow Rules support 4 types of actions: Email Alerts, Tasks, Field Updates and Outbound Messages. <br />
21. Make it Your Own: Your Rules<br />“Why didn’t our pipeline numbers last month include these 10 deals?<br />Did you know? Validation Rules use the Force.com Formula language and include powerful functions including REGEX(), VLOOKUP(), ISNEW(), ISCHANGED() and conditional IF/else logic.<br />
22. Make It Your Own: Your Connections<br />“Why isn’t it easier to find my customers on LinkedIn?”<br />Did you know? <br />Did you know? Custom Buttons can be added to Lists as a way to let users take a mass action on a selected set of records. Also, Visualforce pages can be displayed inline on page layouts (e.g., map of Account location). <br />
23. Make It Your Own: Your Data<br />“Why are Sales Reps spending so much money?<br />Did you know? <br />Did you know? Rollup Summary Fields can summarize across Child, Parent, and Grandparent records in a Multi-Level Master-Detail relationship.<br />
24. My Personal <br />Admin Experience<br />Annie CasaisAssurant Solutions<br />
25. My Background and History<br />Lucky Miami native and Hurricanes fan<br />Lead Business Analyst and Salesforce admin<br />New Homeowner<br />MBA candidate<br />The skill set and experience I find most valuable to help me be effective in my role include:<br />Knowledge of the business<br />Extensive customer support experience<br />Management of cross business segment applications<br />
26. About Assurant Solutions<br />Assurant Solutions companies develop, underwrite, market and administer specialty insurance, extended service contracts and other risk management solutions through collaborative relationships with leading financial institutions, retailers, automobile dealers, and utilities. <br /><ul><li>INDUSTRY: Risk Management
30. Best Practices<br />Create necessary page layouts<br />Create necessary custom fields<br />Use validation rules and automate whenever possible<br />Use available tools<br />Training<br />
31. Best Practices – Page Layouts/Custom Fields<br />Page Layouts<br />Display only relevant information<br />Facilitate the flow of data entry<br />Buttons and Links<br />Custom Fields<br />Capture and store important data<br />
32. Best Practices - Validation Rules/Workflow<br />Improve Data Quality<br />Simplifies User Experience<br />Incorporate Workflow<br />Email Alerts<br />
36. Before After<br />Almost no executive promotion <br />Bad data quality<br />Low user adoption<br />No activity usage<br />Business units involved <br />Executive promotion 100%<br />Data Quality > 90%<br />User Adoption > 90%<br />Activity usage > 80%<br />Business Units - 14<br />
37. Key Takeaways<br />Keep things simple and plan for maintenance<br />Focus on data quality<br />Use tools available to you<br />Don’t forget the importance of training<br />
38. Additional Resources<br />Other Dreamforce Sessions<br />Tools of the Trade , <br />Hands-On: Have It Your Way: Customize Your Org to Fit Your Business, <br />Let's Get It Started! <br />Help & Training Portal<br />Salesforce Learning Center<br />Salesforce Community<br />Salesforce Training<br />
39. Conclusion<br />Recap<br />Outstanding Chatter questions will be answered on the session record Chatter<br />We appreciate your feedback!<br />
40. Q&A<br />
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