1201 sfdcgcpd

545 views

Published on

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
545
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Facilitator Note: Remind participants that the logins are to only be used during the training session. Let them know that we are required to reuse those logins for the next class. Reiterate to the participants that all materials are available to them at any given time.
  • Facilitator Note: This information is coming from Sales Leadership. All Contact, Opportunities and Leads must be entered individually and will not be migrated over from Outlook or legacy instance of SFDC. All current Opportunities must be updated no later that January 16 th .
  • Instructor Note: Reiterate that all Quick Reference Guides. Videos and related materials are located in the Salesforce.com User Center.
  • Instructor Note: Review Quick Reference Guide and then demonstrate functionality using Salesforce.com
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Have students double check their Time Zone…should match the time zone set with their NT login. Reiterate that their time zone must match to avoid calendar inaccuracies and Outlook Sync issues.
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Show path to Default Account Team and reiterate not to choose Default Sales Team! This is for Overlay Support. They will not have to add anyone above them. Just add SEs and other Account Team Members. They should always choose Read/Write so everyone on the account has proper access. Reiterate the two check boxes to ensure all Account Team Members are added to ALL accounts created or transferred to the user.
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Walk through the process of creating and saving a Lead. Walk through the process of converting a Lead to an Account.
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Remind users that a Primary contact will be assigned when they convert their Lead to an Account. Remind them that they cannot import their contacts from Outlook or any other system. We want the Contacts to be relevant and current so they will have to enter their contacts individually. STAY IN TOUCH EMAIL FUNCTION HAS BEEN REMOVED
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Cover Task vs. Event…customer facing vs. non-customer facing. Discuss how Tasks and Events can be open on Leads and Accounts and will follow a Lead when converted into an Account. Also a Quick Reference Guide called Having Customer-Facing Appointments Show on the Activities Report.
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Cover Log A Call and Send An Email under Activity History
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Demonstrate all fields on Accounts Tab. Speak to Account Plans and that TAS will be coming to them shortly to complete their Account Plans.
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Participants will not have the ability to complete this section without access to their Salesforce.com accounts. This will purely be a demo.
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Show users where to find the Account # and reiterate the fact that they may need to refresh their page before they see the Account # field populate. NEED MORE INFO ON THIS BEFORE DELIVERY…IS THIS PROCESS THE SAME FOR LEGACY GC?
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Demonstrate how to create a new Opportunity from the Account itself first. Reiterate that creating an Opportunity from the Account will automatically tie that Opportunity to that account. If the user starts an Opportunity from the Opportunity Tab, they will have to tie that Opportunity to the proper Account. Go in depth and reiterate the stages on an Opportunity and how to progress the stages properly. Reiterate that they can Commit and De-commit but they cannot reverse stages. NEED MORE INFORMATION ON THIS. WILL LEGACY GC SYSTEMS PUSH VALUES OVER INTO SALESFORCE OR WILL THEY NEED TO QUOTE AND ENTER THE VALUES MANUALLY.
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Demonstrate Sales Coach and cover Stages 1 though 6
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Demonstrate Sales Coach and cover Stages 1 though 6
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Demonstrate Sales Coach and cover Stages 1 though 6
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Demonstrate Sales Coach and cover Stages 1 though 6
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in SalesForce.com. Demonstrate Sales Coach and cover Stages 1 though 6
  • Facilitator Note: Review Quick Reference Guide then demonstrate functionality in Salesforce.com. Demonstrate Dashboard and how to customize the Dashboard view. Demonstrate reporting functionality and how to customize a report. Also a Quick Reference Guide on Advances Reporting. 3HELP REPORT REQUEST REMOVED?
  • Facilitator Note: Review Quick Reference Guides then demonstrate functionality in Salesforce.com. Demonstrate Chatter functionality and value proposition for utilizing Chatter. NEED MORE INFORMATION ON GROUPS AND WHEN CHATTER WILL BE UTILIZED.
  • Facilitator Note: Demonstrate functionality of CAD. Show documentation and Related Training links in Sales Source. Reiterate that the user will only see THEIR accounts in CAD. Search for a customer in CAD and demonstrate functionality. Show path in 3Help to request access to CAD: 3Help > CAD (Customer Analytics Dashboard) > Access/Outage > Request access to CAD
  • Facilitator Note: Demonstrate functionality of Sales Source. Show each tab in Sales Source and its contents. Show example product information about PL, CDN and Vyvx especially. Show Related Training and Documentation.
  • Facilitator Note:
  • 1201 sfdcgcpd

    1. 1. Salesforce.com12/30/2011© Level 3 Communications, LLC. All Rights Reserved. Level 3, Level 3 Communications and the Level 3 Communications Logo are either registered service marks or service marks of Level 3 Communications, LLC and/or oneof its Affiliates in the United States and/or other countries. Level 3 services are provided by wholly owned subsidiaries of Level 3 Communications, Inc. Any other service names, product names, company names or logosincluded herein are the trademarks or service marks of their respective owners.
    2. 2. Logistics  Everyone will receive a training Username/Password to Salesforce.com  The Username/Password can only be used during the training session  The Username is not case sensitive, however, the Password is case sensitive  Please enter this Username/Password at: test.salesforce.com  This is a training version of Salesforce.com  This training version mirrors the live version  Username Example:  sales55.train@level3.com.env2  You will be assigned your own Username  Password Example:  Password55  The “P” must be capitalized © Level 3 Communications, LLC. All Rights Reserved. 2
    3. 3. Integration Information  Access to Salesforce.com will take place the week of January 9th. You will receive an email letting you know you now have access.  Access to your Accounts will be available as soon as you have access to Salesforce.com.  The following will not be loaded into Salesforce.com and must be entered individually:  Contacts  Opportunities  Leads  NOTE: Opportunities must be entered no later that January 16th to reflect accurate Funnel Forecast © Level 3 Communications, LLC. All Rights Reserved. 3
    4. 4. Agenda  Introduction to Salesforce.com  Changing Personal Setting 1. Intr  Assigning Account Team Members ot 2. Cha o Salesforce.c ng om 3. Acc ing Personal  Managing Leads 4. Ma ount Te a Setting s naging m Assignmen 5. Ma Leads t  Managing Contacts na 6. Ma ging Contacts naging 7. Ma Activitie  Managing Activities na 8. Out ging Accounts s loo 9. Acc k Sync  Managing Accounts 10. Ma ount Flo w na 11. Rep ging Opportun  Outlook Sync or 12. Cha ts and Dashb ities tter oards 13. CA  Account Flow 14. Sale D s 15. Sale Source  Managing Opportunities s Succ ess Ce nter  Reports and Dashboards  Chatter  CAD  Sales Source  Sales Success Center © Level 3 Communications, LLC. All Rights Reserved. 4
    5. 5. Introduction to Salesforce.com  Sales Source > Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce © Level 3 Communications, LLC. All Rights Reserved. 5
    6. 6. Introduction to Salesforce.com  Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce © Level 3 Communications, LLC. All Rights Reserved. 6
    7. 7. Introduction to Salesforce.com  Sales Source > Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce  This Quick Reference Guide will cover:  Navigating Salesforce  Leads Tab  Account Tab  Contacts Tab  Account Plan Tab  Opportunities Tab  Level 3 Application Tabs  Reports Tab  Dashboards Tab  Left Sidebar Navigation © Level 3 Communications, LLC. All Rights Reserved. 7
    8. 8. Changing Personal Settings  Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings © Level 3 Communications, LLC. All Rights Reserved. 8
    9. 9. Changing Personal Settings  Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings  This Quick Reference Guide will cover:  Updating Personal Information  Email  Desktop Integration © Level 3 Communications, LLC. All Rights Reserved. 9
    10. 10. Changing Personal Settings  Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings © Level 3 Communications, LLC. All Rights Reserved. 10
    11. 11. Changing Personal Settings  Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings  Click “Edit” to make changes to settings. © Level 3 Communications, LLC. All Rights Reserved. 11
    12. 12. Assigning Account Team Members  Salesforce.com User Center > User Help: Quick Reference Guides > Assigning Account Team Members to All Accounts © Level 3 Communications, LLC. All Rights Reserved. 12
    13. 13. Assigning Account Team Members  Salesforce.com User Center > User Help: Quick Reference Guides > Assigning Account Team Members to All Accounts  This Quick Reference Guide will cover:  How to add Account Team Members to All Accounts  The levels of Access that can be granted to Account Team Members © Level 3 Communications, LLC. All Rights Reserved. 13
    14. 14. Managing Leads  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Leads © Level 3 Communications, LLC. All Rights Reserved. 14
    15. 15. Managing Leads  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Leads  This Quick Reference Guide will cover:  Creating a New Lead  Editing a Lead  Transferring a Lead  Sharing a Lead  Converting a Lead to an Account  Creating a Lead for an Account that Already Exists  Accepting a Lead for an Account you Already Own © Level 3 Communications, LLC. All Rights Reserved. 15
    16. 16. Managing Contacts  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Contacts © Level 3 Communications, LLC. All Rights Reserved. 16
    17. 17. Managing Contacts  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Contacts  This Quick Reference Guide will cover:  Manage Contacts  View Existing Contacts  Create a New Contact  Delete a Contact  Delete a Primary Contact  Assign a New Primary Contact to an Account © Level 3 Communications, LLC. All Rights Reserved. 17
    18. 18. Managing Activities  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Activities © Level 3 Communications, LLC. All Rights Reserved. 18
    19. 19. Managing Activities  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Activities  This Quick Reference Guide will cover:  Create a New Task  Create a New Event © Level 3 Communications, LLC. All Rights Reserved. 19
    20. 20. Managing Activities  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Activities  Activity History shows all completed activities and allows the user to Log A Call and Send An Email © Level 3 Communications, LLC. All Rights Reserved. 20
    21. 21. Managing Accounts  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Accounts © Level 3 Communications, LLC. All Rights Reserved. 21
    22. 22. Managing Accounts  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Accounts  This Quick Reference Guide will cover:  Accounts  Account Detail  Create an Account Plan  Account Sites  Notes and Attachments  Account Approval  Account Status and Class © Level 3 Communications, LLC. All Rights Reserved. 22
    23. 23. Outlook Sync  Salesforce.com User Center > User Help: Quick Reference Guides > Downloading the Outlook Plug-in, Configuring the Outlook Plug-in and Using the Outlook Plug-in © Level 3 Communications, LLC. All Rights Reserved. 23
    24. 24. Account Flow  Salesforce.com User Center > User Help: Quick Reference Guides > Account Flow in Salesforce.com © Level 3 Communications, LLC. All Rights Reserved. 24
    25. 25. Account Flow  Salesforce.com User Center > User Help: Quick Reference Guides > Account Flow in Salesforce.com  This Quick Reference Guide will cover:  Account Status Progression  Users will get an Account Number (BusOrg ID) when the Lead is converted into an Account  Users will need to refresh their page about 1 min after they convert their Lead into and Account and the Account Number (BusOrg ID) will generate © Level 3 Communications, LLC. All Rights Reserved. 25
    26. 26. Managing Opportunities  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Opportunities © Level 3 Communications, LLC. All Rights Reserved. 26
    27. 27. Managing Opportunities  Salesforce.com User Center > User Help: Quick Reference Guides > Managing Opportunities  This Quick Reference Guide will cover:  Create a New Opportunity  Edit Opportunity from Account  Add an Opportunity Line Item  Add a Member to an Opportunity (Overlay Support)  Opportunities Tab  NOTE: As of January 13th, all Opportunities will ONLY be progressed through the proper stages in Salesforce.com. Orders will be started from the Prospect or Customer Record in IFO. No more Opportunities in IFO. © Level 3 Communications, LLC. All Rights Reserved. 27
    28. 28. Managing Opportunities—Opportunity Stages  Salesforce.com > Opportunity > Sales Coach  Sales Coach will give you a Description of the Stage and Activities to Move the opportunity to the next stage. © Level 3 Communications, LLC. All Rights Reserved. 28
    29. 29. Managing Opportunities—Opportunity Stages  Salesforce.com > Opportunity > Sales Coach  Stage 1—Opportunity Verification  Stage Description: The customer need for a Level 3 service and compelling event are identified by the client  Activities to Move this opportunity to the next stage: • The customer need for a Level 3 service and compelling event are identified by the client  Stage 2—Opportunity Development  Stage Description: The Level 3 value proposition is established and solution(s) are defined  Activities to Move this opportunity to the next stage: • The Level 3 value proposition is established and solution(s) are defined © Level 3 Communications, LLC. All Rights Reserved. 29
    30. 30. Managing Opportunities—Opportunity Stages  Salesforce.com > Opportunity > Sales Coach  Stage 3—Proposal & Quote  Stage Description: Sales begins to estimate and confirm through a formal design, quote and proposal, and the terms and price of a proposed Level 3 solution  Activities to Move this opportunity to the next stage: • Sales begins to estimate and confirm through a formal design, quote and proposal, and the terms and price of a proposed Level 3 solution  Stage 4—Negotiation & Quote Modification  Stage Description: The customer verbally agrees to terms and price  Activities to Move this opportunity to the next stage: • Customer verbal agreement to terms and price © Level 3 Communications, LLC. All Rights Reserved. 30
    31. 31. Managing Opportunities—Opportunity Stages  Salesforce.com > Opportunity > Sales Coach  Stage 5—Closing the Business  Stage Description: Final signature is attained and complementary documentation provided. The order is promoted in Siebel or Pipeline. CCM’s finalize the order and it is automatically updated to Sales Stage 6 in Salesforce  Activities to Move this opportunity to the next stage: • Final signature is attained and complementary documentation provided. The order is promoted in Siebel or Pipeline. CCM’s finalize the order and it is automatically updated to Sales Stage 6 in Salesforce  Stage 6—Closed Lost  Stage Description: Sales identifies an opportunity as lost when the customer’s vendor selection is not Level 3  Activities to Move this opportunity to the next stage: • Sales identifies an opportunity as lost when the customer’s vendor selection is not Level 3 © Level 3 Communications, LLC. All Rights Reserved. 31
    32. 32. Managing Opportunities—Opportunity Stages  Salesforce.com > Opportunity > Sales Coach  Stage 6—Closed Won  Stage Description: The order is accepted by Order Entry and service activation  Activities to Move this opportunity to the next stage: • The order is accepted by Order Entry and service activation • The customer verbally agrees to terms and price  Opportunity Detail  Stage  Close Date  Probability (%)  Commit to Forecast  Next Step  1st Opportunity for this Account © Level 3 Communications, LLC. All Rights Reserved. 32
    33. 33. Reports and Dashboards  Salesforce.com User Center > User Help: Quick Reference Guides > Customizing Your Dashboard © Level 3 Communications, LLC. All Rights Reserved. 33
    34. 34. Reports and Dashboards  Salesforce.com User Center > User Help: Quick Reference Guides > Customizing Your Dashboard  This Quick Reference Guide will cover:  Customizing Your Dashboard in SalesForce.com  Dashboard Data © Level 3 Communications, LLC. All Rights Reserved. 34
    35. 35. Chatter  Salesforce.com User Center > User Help: Quick Reference Guides > Using Chatter; Chatter Setup, Tips and Etiquette; Level 3 Guidelines for Using Chatter; Joining the Chatter Community © Level 3 Communications, LLC. All Rights Reserved. 35
    36. 36. CAD  Once on the Level 3 VPN, type “CAD” into a browser window OR launch Sales Source > Systems & Tools > Customer Analytics Dashboard OR click on CAD Tab in Salesforce.com © Level 3 Communications, LLC. All Rights Reserved. 36
    37. 37. Sales Source  Once on the Level 3 VPN, type “SalesSource” into a browser window OR click on the Sales Source link in Salesforce.com under Useful Links on the Home Tab © Level 3 Communications, LLC. All Rights Reserved. 37
    38. 38. Sales Success Center  When to engage the Sales Success Center:  If an assigned account has legacy Level 3/Global Crossing services that require a quote for a customer AND if the account manager does not have the ability to quote that legacy service because he/she does not have access or training in the correct quoting system  The Sales Success Center is not a quote desk and should only be engaged for the scenario above  The Sales Success Center is available through a Support Request  Support Requests can be opened from an Opportunity  If a Support Request is opened from the Opportunity, the Support Request will automatically be tied to the correct Account and Opportunity © Level 3 Communications, LLC. All Rights Reserved. 38
    39. 39. Sales Success Center Flow SFDC Support Request Triage team Triage Team to Formal fLevel3 & determine bestfGlobal Crossing team routing for support & manage queue CSM for legacy QuotePro for Squad for legacy OEP/Inside Triage team to GC Product legacy LVLT LVLT Sales for Self Support & Quote/Order Large VPN Transactional Complex Deal balance load at Siebel/Pipeline Support times (EOM) © Level 3 Communications, LLC. All Rights Reserved. 39
    40. 40. Sales Success Center – Support Request Highlights  Product – select one or multiple products by using the arrow keys to remove and add  Request Action – New quote or supplemental quote  Request Action Type – Show what stage within the process the support request is at © Level 3 Communications, LLC. All Rights Reserved. 40
    41. 41. Sales Success Center – Support Request Highlights(cont’d)  Team Assignment – used to determine which triage team and resources get assigned to the support request  Status – SSC use only – shows the status of the support request at the stage the request is at (Request Action Type) © Level 3 Communications, LLC. All Rights Reserved. 41
    42. 42. Stay Informed …recent communications, processes, training http://salessource/News/Pages/salesforce.com_user_center_11-18-10.a spx …search for FAQs, training, process docs http://guru/ find out how your peers use Sfdc and other tools Login to: Salesforce  Chatter (tab) Search group feeds or post questions to groups: •Salesforce General Process & Support •PG’s TNT •Other How To/Support groups:Don’t Limit Yourself. •Pipeline Ninjas in Training, Enterprise Voice Quote Support, iComplete Q&A Forum, Siebel HeroesGet your fill of process & system support whereyou choose… get specifics for your scenario, system experience when you need a specific opportunity, record, quote, etc http://3help/ SSalesforce *(Alt. Siebel, Pipeline, GTMi, etc.) © Level 3 Communications, LLC. All Rights Reserved. 42
    43. 43. Summary  Today we have demonstrated:  Salesforce.com functionality  Customer Analytics Dashboard (CAD) functionality  Sales Source functionality  Sales Success Center  Please ensure you have all of your Accounts and Opportunities updated in Salesforce.com ASAP  All Account, Opportunity, Funnel and Forecast Reporting will be pulled directly out of Salesforce.com © Level 3 Communications, LLC. All Rights Reserved. 43
    44. 44. Survey Reminder  You all will have received a link to an 8 question survey today from Sales Enablement Training. Please take a moment to complete that survey before you logout.  Thank you for your time and participation today! © Level 3 Communications, LLC. All Rights Reserved. 44

    ×