Salesforce Training 1
Topics: Overview, Accounts & Contacts
1. Status of Project &
Training Process Overview
2. System Overview:
a) Why Salesforce?
b) What It Looks Like
c) Basic Taxonomy & Tabs
3. Functionality & How Salesforce
Will Make Your Life Easier
4. Accounts and Contacts
a) Account Information, Set up and
b) Contact Information, Set up and Fields
d) Individual Grantmakers: How to set up
g) Engagements and Benefits:
5. Walkme Tool
7. Next Steps
Salesforce Training Outline
Meeting 1: System Overview, Accounts
Meeting 2: Campaigns
Date: July 16
Staff: Programs Team plus Karen, Amanda
Time: 1.5 Hours
Meeting 3: Opportunities (in 2 parts)
Date: July 17
Part 1 - Overview & Event Registrations
Staff (Part 1) Programs Team plus Karen,
Amanda and Alex
Part 2 – Grants and Membership Dues
Staff (Part 2) : Alex, Karen & Amanda
Time: ½ Hour each
Meeting 4: Reports & Dashboards
Date: July 24
Staff: All staff (except Cheryl and
Chris, Cara optional)
Time: 1 hour
Meeting 5: Vertical Response
Date: June 25
Staff: Amanda and Alex
Time: 1 hour
Website Training: September/October
Website Training: September/October
There’s some homework…..
……but there are prizes!!
Salesforce is a Customer Relationship Management (CRM) tool that is so highly customizable it
actually meets the needs of RAs and SCG.
What we’re using: Salesforce + Nonprofit Starter Pack: The specific “basic package” version of Salesforce we
will work with is called the Nonprofit Starter Pack. It was developed by Salesforce for nonprofits and our
version was further customized by the Forum of Regional Associations and later by SCG staff to meet our
database needs. Salesforce Foundation has provided a grant of 10 free users for nonprofit organizations.
Our Salesforce “instance” creates a 360 degree view of our membership so SCG is positioned for continued
improvement, enhanced relevance and growth of services and membership.
Salesforce is relational: SCG can effectively and efficiently track, sort and analyze the membership.
It’s easy to use: editing information, creating lists, emailing program participants is a simple, fast process.
Also using Salesforce to better understand their customers and grow business:
Google. AOL. Burberry. 24 Hour Fitness. NBCUniversal. Dr. Pepper Snapple Group. Dell. Groupon.
Time Warner Cable. HP. Haagen-Dazs. Kaiser Permanente. LinkedIn. Hitachi. Nikon.
American Red Cross. Goodwill. United Way.
Solutions to WA Problems:
• Ability to keep record of all contacts: speakers, non profits, non-
members, etc. (there’s no cap)
• Automatically link contact and account including addresses
• Phone Numbers automatically change to form: (213) 680-8866
• Sort by almost any criteria: funding interest, funding location,
county, title, SCG President Contact, foundation type, dues level,
• Reminders: “Follow up with Angela Gibson at AT&T after meeting”
• Relationships: indicate friend/mother/spouse/etc.
• Tracking Non-member attendance at programs
• Automated email alerts and updates: membership dues received,
non-member attendance summaries, etc.
• Saved reports: easily updated and exported
• Dashboards to visualize information
• Chat – we can chat on Salesforce!
• Click to Customize: need a field somewhere? Want to
start tracking each member’s favorite restaurant? We
Workflow Rules & Email Alerts: We can set up rules that trigger an email
alert. For example:
• An email that alerts a staff member (user) when a sponsorship is recorded
• Alert each time a Board member registers for an event
• Chris, Amanda and Karen receive an email when 2014 dues are received.
• I receive an email whenever a new contact is added, etc.
Reports are lists: Reports can be used for creating an invitation list,
reviewing dues information, creating a mailing, etc. They can also be
scheduled to send information to you via email.
• For example: I receive a report once a week of eligible non-member
attendance at events.
Need a report? Want a weekly update sent to your email? Let me know!
What It Looks Like: socalgrantmakers.my.salesforce.com
Basic Taxonomy & Tabs:
a) Accounts = Organizations
c) Campaigns = Meetings, Events, Programs; Mailing Lists; Dues-Related Campaigns
d) Opportunities = $
e) Engagement & Benefits = Used primarily to track interactions with members & prospects
f) Reports = Lists
g) Dashboards = Visual representation of reports (lists)
• Affiliated Contacts (Account) or Organization Affiliation (Contact)
• Campaign History (Contact)
• Engagements & Benefits
• Relationships (Contact Records Only)
• VR History
• Activities: Internal; for staff to track activities with that member.
• Calendar events: a meeting; or a scheduled call (anything with a start and end time)
• Tasks: a reminder to staff – For example, send a welcome packet on 5/26.
• Notes & Attachments
Salesforce Accounts & Contacts 101
Things to remember:
1. Always create an account first, then add the contacts.
2. Always add contact (with account affiliation) before you add someone to a
3. Address fields:
• For State use CA
• For Country use US
Accounts = organizations
Why 3 types? Details we wan to track are different for each group so we have different fields on each type of
Review fields: Account Information
Contact information on Account Record: 3 main contacts
Primary = primary contact
Billing = often, the primary contact but could be someone else
Web contact = this will be the one person at an organization that can edit any of that organization’s records
through our website directory.
Address Field: no more typing the address 3 times!
Membership Information: quick overview.
Note that Membership Amount, join date, Total amount, end date are tied to the Membership Dues
Opportunity (more on this later).
For Prospective Member Organizations:
Recruitment Information – Eligible, rating, assigned to, reasons for not renewing, etc.
Affiliated Contacts: Contacts
Opportunities: Dues and all other payments made to SCG (grants, etc.)
All Contacts are linked to Accounts.
Two Types: General and SCG Staff.
• The difference: SCG staff has emergency contact information and no membership details.
Affiliated Contacts: everyone who is associated with an organization.
Function (for SCG): Primary Contact, Billing Contact, Web Contact, Head of Organization
Capacity (at organization): Executive Office, Assistant, Programs, etc.
Status: Is the individual currently in this role at that organization?
Note: SCG President Contact check box
Overview of Contact page details
How to add a contact – Two options:
1. From Account page (automatically links account)
2. From Contacts tab
**If you don’t link the contact: person becomes his/her own account.
• Why? When we want to know the CEOs email but the CEO only wants to receive email to
his assistant’s email address.
Contact Details (Read Only) and Membership Information Fields:
Do not change membership status fields
Do not use Account Membership Information and Individual Membership Information
Note: it automatically updates under Organization Affiliations
1. Add contact
2. Leave Account field blank
3. Once you save the contact, it will create a “shadow” account with the person’s name.
4. Use Individual Membership Status
Views are a way to look at information in a list without having to create or run a
report. For information we use often, we create a “view” so you can see details with
Example 1: Prospective & Former SCG Members (Accounts)
Check out “inline editing”
Example 2: 2013 SCG Programs (Campaigns)
Example 3: 2013 Dues (Opportunities)
Check out the Feed feature
Check out the quick Print feature
Notice: All Opportunity names follow same structure “2013 [organization
name] Membership Dues”: Naming Convention.
Relationships Viewer is on contact records only
1. Relationships Viewer
2. Relationships Section
Engagements & Benefits
1. Engagement: records SCG staff engagement with member/eligible non-member (meeting
with prospective member, sent an email, called about sponsorship, etc)
2. Benefits: member used a benefit (attended program, used SCG office space, etc)
3. Internal Note: This record type is to be used for purely internal notes/information. For
example, if someone hates mayo. This can also be used for an outdated address or a name
Don’t go to salesforce.com!
Salesforce Accounts & Contacts
Homework : Each person will receive a list via email. It contains three contacts which you
will need to add to their organization. If everyone completes the data entry by Monday, July
15 we will order lunch after the all staff meeting on Thursday (July 18). The first person to
complete the data entry gets to choose the restaurant!
Future Prizes and Rewards