Sales Force User Guide 7

SalesForce.
com User Guide

EditedbyStrategicMarketingSolutions
Table of Contents
Gettingstarted..............................................................................................................................................5 StepOne:SetupfieldsandtabsSalesForce.com........................................................................................5 SetuptabsatthetopofSalesforce.com:.............................................................................................5 HowdoIcreatecustomfields? ............................................................................................................6 . StepTwo:Importdata&SetupMarketingInfrastructure..........................................................................8 WhatisanAccount?.............................................................................................................................8 VideoTrainingCustomizingFields.....................................................................................................9 StepThree:ManagingEmail&EmailCampaigns......................................................................................12 SendingEmail......................................................................................................................................12 SendingMassEmail............................................................................................................................14 StepFour:ManagingActivitiesTasks&CalendarEvents.......................................................................16 ViewingRelationshipActivities(Tasks,Appointments,etc)...............................................................16 CreatingNewActivities(tasks&events)............................................................................................17 WhatistheOpenActivitiesRelatedList?...........................................................................................18 WhatistheActivityHistoryRelatedList?LogCalls,SendEmails,orPerformMailMerges.............18 SettingRemindersonActivities(Tasks&Events)...............................................................................19 CreatinganOutlookAppointmentforanEvent.................................................................................19 CreatingTasks.....................................................................................................................................20 ClosingTasks.......................................................................................................................................20 StepFive:SettingupTemplates&Creatingcustomreports,mailmerges,etc........................................20 Creating&MaintainingTemplates(Letterhead,outboundemail,etc).............................................20 Page2of50
TheinformationcontainedinthisdocumentwascompiledbyStrategicMarketingSolutions.Themajorityofthisinformation wasgleanedfromtheHelpfilesonSalesForce.comandassembledbasedonbestpracticesasdeterminedbyStrategicMarketing Solutions.YoumaycontactSMSatinfo@MyStrategicMarketer.com.
CreatingMergeFieldstopersonalizetemplates(ieDearMary) ....................................................21 . CreatingMailMergeTemplates.........................................................................................................22 UploadingMailMergeTemplatestoSalesforce.................................................................................23 CreatingLetterheads ..........................................................................................................................23 . ManagingEmailTemplates.................................................................................................................25 CreatingTextEmailTemplates...........................................................................................................27 AttachingFilestoTemplates...............................................................................................................27 CreatingHTMLEmailTemplates.........................................................................................................28 UsingtheFormatToolbartoedittextinHTML..................................................................................29 CloningEmailTemplates.....................................................................................................................30 TrackingHTMLEmail(Openrates).....................................................................................................31 LoggingacopyofemailssentfromOutlookinAccounts...................................................................31 StepSix:AddingProspectstoyourPipelineorconvertingProspectstoAccounts...................................33 WhatisaPipelineLead(Opportunity)?..............................................................................................34 ViewingPipelineLeads(Opportunities)..............................................................................................35 CreatingPipelineLeads.......................................................................................................................35 DisplayingandEditingPipelineLeads.................................................................................................36 SearchingforPipelineLeads...............................................................................................................36 Appendix1:Adding&managingnewAccounts........................................................................................37 Creatinganewaccount......................................................................................................................37 Showingoreditingaspecificaccount ................................................................................................37 . EditingAccounts..................................................................................................................................37 PrintingAccounts................................................................................................................................38 Page3of50
CreatingContacts................................................................................................................................38 MergingDuplicateContacts ...............................................................................................................38 . KeepingAccountsUptoDate ............................................................................................................39 . Appendix2:Managesalesprocess&marketingcampaigns.....................................................................40 SetupbasicmarketingcampaignsinSalesForce.com: ......................................................................40 . Appendix3:Settingupandrunningreports..............................................................................................41 CustomReportsforProspectsforspecificMarketingGroups...........................................................41 SavingReports....................................................................................................................................46 PrintingandExportingReports...........................................................................................................47 Formoreoncreatingcustomreports.................................................................................................47 Installadditionaldashboardsandreports..........................................................................................47 Appendix4:Managinguseradoption........................................................................................................47 Appendix5:SyncronizeSalesForcewithMicrosoft,website,email,customdocuments,etc..................48 DownloadMicrosoftapplicationsintegrationsoftwarepleasereviewOutlookTipSheet................48 SettingConnectforMicrosoftOutlook...............................................................................................48 Appendix6:Project&IssueManager........................................................................................................40 Appendix8:SetupSalesForce.comAdministration&MultipleUsers......................................................49 Setupcompanyinformation..............................................................................................................49 VideoTraining:AdministeringSalesForce.com.................................................................................49 Adding&DeletingUsersinSalesforce.com........................................................................................49 VideoTraining:AdminSetup.............................................................................................................49 AddingUsers.......................................................................................................................................50 DeletingUsers.....................................................................................................................................50 Page4of50
Getting started
1. GatheralldatatobeimportedintoSalesForce.com,includingyourprospectlistsandother relevantdata.Allprospectlistswillneedtobesavedas.csvfiles(seeSettingUpPromotional Planstohelpyouwiththis,ifneeded).UsetheRelationshipInventorySpreadsheet Planstohelpyouwiththis,ifneeded).UsetheRelationshipInventorySpreadsheettoprepare yourdata. 2. ReviewtheintroductorytrainingvideoandGettingStartedguidefromSalesforce.com.
Step One: Set up fields and tabs SalesForce.com

SetuptabsatthetopofSalesforce.com: o o o Leads=Prospects Opportunities=PipelineLeads Accounts=Accounts
1. ClickSetup|Customize|TabNamesandLabels|RenameTabsandLabels. 2. SelectyourdefaultlanguagefromtheSelectLanguagedropdownlistatthetopofthepage. 3. ClickEditnexttothetabyouwanttorename.Optionally,clickResettochangethenameof yourrenamedtabtoitsoriginalname. Note Youcannotresetcustomobjecttabnames.
Enterthesingularandpluralformsofthenewtablabel.Also,if applicableforthelanguage,selecttheStartswithavowelsoundcheckboxforlabelsthat startwithavowel.Thisensuresthattheproperarticle(suchas"a"or"an")isused.Then clickNext. Arenamedtaborobjectcannotusethenameofanotherstandardtab,customobject,or customtab.
4. Enterthestandardfieldlabelsandotheruserinterfacelabelstobeusedfortheselectedtabor object.Besuretoenterbothasingularandpluralformforeachlabelthatrequiresit.Also, selecttheStartswithavowelsoundcheckboxforlabelsthatstartwithavowel. Page5of50

5. Ifyourorganizationusespersonaccounts,seeRenamingPersonAccountLabels. 6. Somestandardfields,suchasCreatedByandLastModifiedBy,arepurposely omittedfromrenamingbecausetheytracksysteminformation. 7. ClickSave. Tip
Afterrenamingataborobject,renameanycustomreports,dashboards,profiles,customfields, andlistviewsthatcontaintheoriginalname.Youcanmodifylabelsforcustomfieldnames, customfieldhelptext,customrelatedlists,customwebtabs,picklistvalues,recordtypes,page layoutsections,solutioncategories,fieldvalidationerrormessages,customappnames,customs controllabels,custombuttonsandlinks,divisionnames,customreporttypenames,sectionnameson customreporttypelayouts,andcolumnnamesdisplayedontheSelectColumnspageinthereport wizardforreportscreatedfromcustomreporttypesusingthetranslationworkbench.Torenamea standardreport,clickSaveAsfromthereportwizardandsaveittoareportfolderdesignedforyour newname. HowdoIcreatecustomfields? Addadditionalfields(includingthefollowing),toleads,opportunitiesandaccounts: o o o o o Birthday OutlookNotes(tobemappedtotheNotesfield) Email2Address Categories ReferralSource
VideoTrainingCustomizingFields Tocreateacustomfieldthathasadropdownlistofoptions,usethepicklistfieldoption. Ifyouwanttobeabletochoosemultiplefieldsfromthepicklist,choosethemultiple picklistfieldoption. o Mostclientswillneedtohavethefollowingcustomfieldscreated(withamultiple picklistforeach).YoushouldconfirmthecustomfieldswithSMS/theclientbefore importing. Page6of50

o o o
ContactType[fieldismultiplepicklist] ProspectType[fieldismultiplepicklist] ClientType[fieldismultiplepicklist]
Tocreateacustomfield: 1. Clickon:Setup|AppSetup|Customize|<object>|Fields. 2. IntheCustomFieldslistatthebottomofthepage,clickthe"New"button. 3. Selectthedatatypeofthefield(i.e.Text),andclick"Next." 4. Enterthenameofthefield,anddefineanyotherattributes.Forexample,forapicklistyou mustlisttheallowablevalues,andforanumberfieldyoumustspecifythenumberofdigits allowed.Click"Next." 5. ContinuethroughtheNewCustomFieldwizard.IfyouareanEnterpriseEditioncustomer youwillneedtospecifythefieldlevelsecurityofyournewfield.IfyouareaProfessional Editioncustomer,youwillgostraighttoaddingyourfieldtopagelayouts. 6. Attheendofwizard,click'Save"tofinish.Youcanalsoclick"SaveandNew"ifyouwantto goaheadandcreateanothercustomfield. NOTE:Whencreatingapicklist/multiselectpicklistfield,eachvalueshouldbeenteredona separateline. Mappingfieldstomakesuredatatransfersproperlybetweenmodules. ***Alwaysdoafewtestsamplestomakesureyourdataismappingproperly*** Tomapthefields: 1. Setup|AppSetup|Customize|Leads[Prospects]|Fields. 2. Clickon"MapLeadFields"(Atthebottomofthisscreen). 3. Foreachcustomleadfield,chooseapreviouslycreatedcustomaccount,contact,or opportunityfieldintowhichyouwanttheinformationinsertedwhenyouconvertalead. 4. Click"Save".
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Remembertomapcustomleadfieldstoothercustomfieldsofthesamedatatype,thatis,map numericleadfieldstoothernumericfields. Also,remembertomapcustomleadfieldsoftypenumber,currency,orpercenttoothernumber, currency,orpercentfieldsofexactlythesamelengthanddecimalplaces.Forexample,ifyourlead currencyfieldhasalengthof3and2decimalplaces,mapittoanothercustomcurrencyfieldwitha lengthof3and2decimalplaces. NOTE:Ifyouchangethedatatypeofanycustomfieldusedforleadconversion,thatleadfield mappingwillbedeleted. VideoTrainingCustomizingFields
Step Two: Import data & Set up Marketing Infrastructure

Startwithatestfileof5entriesbeforedoingafullimport Iftheclientslistissegmentedandyouknowthesourceoftheprospects,inthewizardyoucan specifythatsourcesoallrecordswillbeproperlynoted. ImportantDataFlow:AllwarmrelationshipsshouldbeinSFasanAccount.Theonly relationshipsthatgoinProspectsarecoldnamesyoureceivebypurchasinglistsorharvesting leadsonline.Contactsisusedtoretaindataformultiplecontactsrelatedtoasingleaccount. NeveraddawarmprospectorclienttoContacts.YouwillalwayscreateanAccount,andthen datathatcannotbestoredintheAccountrecord,youwillstoreinarelatedContactrecord.All reportsarerunoffAccounts,soanydatastoredinContactsthatisnotrelatedtoanAccount recordwillbelost.
WhatisanAccount? Accountsareyourorganization'scustomers,competitors,andpartners.Eachaccountstoresinformation suchasname,address,andphonenumbers.Foreachaccount,youcanstorerelatedinformationsuch asopportunities,activities,cases,partners,contracts,andnotes. TheAccountstabdisplaysahomepagethatletsyouquicklycreateandlocatealltypesofaccounts.You canalsosortandfilteryouraccountsusingstandardandcustomlistviews.Inaddition,thistabletsyou viewandeditdetailedinformationoneachaccounttowhichyouhaveaccess. Page8of50

1. SetupLayoutstodisplaydataproperly.
Thisstepinsuresthatyourscreenandpagelayoutflownicely. VideoTrainingCustomizingFields MoveprospectownerandstatustoAdditionalInformationorSystemInformation LeadInformationboxissetupasfollows: Name Company Title Birthday Address Phone Email Email2 Website ReferralSource ProspectType ContactType Categories(Onlyifclientusesit inOutlook)
Additionalfieldsarepossibleandcanbeplacedaccordingtopreference. MoveDescriptionboxbelowLeadinformation
2. Importdatafromspreadsheet IfyouareplanningtosynchronizeOutlookwithSalesForce.com,yourbestbetistoaddyour contactstoOutlookviatheConnecttool.Thiswillensurethatyoudonthavetospendtimelater individuallyassociatingyourfilesbetweenOutlookandSalesForce,whichyouwillneedtodoto ensurethatbothsystemsstayinsyncwitheachother. Ifyouareusingamarketinglistwithcoldprospects,youcanimportthosedirectlyintoSalesForceas prospects,andtheywillnotsyncwithOutlookuntilyoupromotethemtoaPotentialLeadand/or anAccount. a. VerifySalesForce.comhasappropriatefields Upto250recordscanbeimportedatatime. Beforeimporting,makesureyouhavesetupcustomfieldslikeCategoriestoensure propermapping. Page9of50
Alwaysdoapreliminaryimportof5recordstotest.
b. ImportContactsfrom.csv/Outlookfiles 1. Startthewizard NavigatetoSetup|Import|ImportMyAccounts&Contacts,andclickStartthe ImportWizard!.Alternatively,clicktheImportMyAccounts&ContactslinkintheTools areaoftheaccounthomepage.Notethatthelabelsforbusinesscontactsandbusiness accountsmayhavebeenrenamedbyyouradministrator,inwhichcasethe"Import My..."linksmayhavecustomizedtext. 2. Selectthesource a. SpecifythesourceapplicationofyourdataACT!,Outlook,orotherdatasource (anyCSVfile). b. ClickNexttocontinue. 3. Uploadthefile a. ClickBrowsetoloadyourfile. b. IfimportingfromACT!orOutlook,clickImportNow!,orclickCustomize Mappingstoverifythefieldmappings(wewillwanttoCustomizeMappings toensureeverythingismatchedupproperly). c. Ifimportingfromanyothersource,selectthecharacterencodingofthefile. Mostuserswillnotneedtochangethedefaultsetting. d. Choosewhethertomatchyourcontactsbynameorbyemail.Thisfieldsetsthe criteriaforavoidingduplicates.Forexample,ifyouarematchingbyemailanda recordinyoursourcefilehasthesameemailasarecordinSalesforce,thenthat recordwillbeupdatedinSalesforce.Ifyouarenotmatchingbyemailandthere isarecordinSalesforcewiththesameemail,thenanewrecordwillbecreated. e. ChooseNexttocontinue. 4. Mapthefields a. Onfourdifferentmappingpages,thewizardassociatestheSalesforcefield nameswiththefieldnamesfromyourimportfile.Youmustcheckthedefault mappingsandalteranyincorrectmappings.SeePreparingYourDataforImport forthedefaultfieldmappings. b. NotethatthereisnoRecordOwnerfield;youareautomaticallyassignedasthe ownerofanydatayouimport.OntheMapAccountFieldspage,checkthe Page10of50
Overwriteexistingaccountvaluesboxifyouwanttooverwriteexistingbusiness accountfieldswithyourimportdata.Notethatyoucannotusethischeckboxto updateexistingfielddatawithblankvalues. c. Youcanimportdataonlyintothefieldsthatareeditableforyouinyourpage layoutorfieldlevelsecuritysettings.(SeeSettingPageLayoutsandSetting FieldLevelSecurity.FieldlevelsecurityisavailableinEnterprise,Unlimited,and DeveloperEditionsonly.) d. Whenallfieldsareassignedcorrectly,clickNext. 5. Mapthemiscellaneousfields a. Thewizardreportsthefieldsthatdonotmap. InProfessional,Enterprise,Unlimited,andDeveloperEditionorganizations,you canchoosewhethertheunmappedfieldsshouldbeimportedintoanbusiness accountorcontactNoteorshouldnotbeimportedatall.Thefieldsare importedintoasinglebusinessaccountNoteorasinglecontactNote;separate notefieldsarenotcreatedforeachimportfield. b. Whenallfieldsareassignedcorrectly,clickImportNow!
3. SetupPipelineLeads[Opportunities]thatincludesyoursellingstages Clickon:Setup|AppSetup|Customize|Opportunities|Fields UndertheOpportunityStandardFieldssection,find'Stage'andclickEdit. UndertheOpportunityStagesPicklistValuessection,clicktheReorderbuttontoreorderthe fields,andtheedit/deleteoptiontofieldsyouwanttochangeorremove. Findthestagevalueyou'dlikeOpportunitiestodefaulttoandmoveittothetopofthelist. NOTE:Theneworderofthepicklistvalueswillbereflectedanytimethelistisused.
4. Managedashboardsandpagelayouts Wewillwanttochangepagelayoutstohavecontacttype,etc.atthetopofarecord. Customizingyourorganization'spagelayoutswillallowyoutohidefieldsyoudonotwanttosee, showyourcustomfields,andcreatesectionswithinyourpages.
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Tocustomizepagelayoutsforyourorganization: Clickon: Setup|AppSetup|Customize|[Appropriateactivityorlink]|PageLayouts InEnterpriseandDeveloperEditionorganizations,selectalayoutname. Clickthe"Edit"buttontomodifythepagelayout. Toarrangefields,customlinks,andrelatedlistsonthelayout,selectoneormoreitemsand dragthemtothedesiredlocation. Use"Ctrl+click"toselectmultipleitemsindividually.Use"Shift+click"toselectmultiple itemsasagroup.Itemsthatarenotinthepagelayoutaredisplayedinthescrollingboxon therighthandside. Tosetwhichfieldsarerequiredandreadonly,selectoneormorefieldsandclick"EditField Properties".Thefieldpropertiesofsomestandardfieldscannotbechanged.
Step Three: Managing Email & Email Campaigns

OverviewofEmail Youcanemailcontacts,leads,personaccounts,andusersinyourorganizationdirectlyfromaccount, contact,prospects,orpipelinepages. Thisfunctionalityisintendedtofacilitateyourbusinessprocesses,notreplaceyourexistingemail applicationorhandlemassmarketingcampaigns.Youcansendmassemailtoamaximumof250 externalemailaddressesperdaybasedonGreenwichMeanTime(GMT)withtheProfessionalEdition. Whenyousendanemail,youcanchooseapredefinedtemplateforthemessage.Topersonalizeyour message,thetemplatecanincludemergefieldsthatarereplacedwithinformationfromtheSalesforce recordwhentheemailissent. Pleasenote:SalesForce.comdoesnotexerciseadequatecareinensuringtheirmailserversarekept offblacklists,resultinginasignificantprobabilitythatyouremailswillendupinjunkmailfolders. Misty(StrategicMarketingSolutions,www.MyStrategicMarketer.com)doesnotrecommendthe SalesForceEmailsystem,thoughitdoesoffersomehandyconveniences. SendingEmail Page12of50
Tosendemailtoacontact,lead,personaccount,orotheruser: 1. ClickSendAnEmailontheActivityHistoryrelatedlistofarecord. 2. ClickSwitchtoTextOnlytoremoveanyHTMLformattingandsendatextemail.ClickSwitchto HTMLtouseHTMLformatting. Note:UseHTMLformattingifyouwanttotracktheemail. 3. Choosearecipientbyenteringacontact,lead,orpersonaccountintheTo:field.Onlyonename canbeenteredintheTo:field. 4. Optionally,chooseanotherrecord,suchasanaccount,case,orcustomobject,toassociatewith theemail. 5. IntheCC:andBCC:fields,enteranyadditionalemailaddresses,orclicktheCCorBCClinkto selectindividualsfromalist.Emailaddressescanbeseparatedbysemicolons,commas,spaces, ornewlines. 6. Enterasubjectandbodyfortheemail,orclickSelectTemplatetochooseapredefinedemail template.Chooseafolderandselectatemplatefromthefolder.Ifnecessary,youcanmodify thecontentofthetemplateinyouremail;however,youcannotmodifyCustomtemplates. 7. IfyouchoseanHTMLemailtemplate,usetheformattoolbartoformatyourtext. 8. Optionally,selectAttachFiletoaddafile.Youcanattachmultiplefilesaslongasthetotalsize ofallattachedfilesdoesnotexceed10MB. 9. Optionally,clickCheckSpellingtospellcheckthebodyoftheemail. 10. ClickSend. Iftherecipientdoesnothaveanemailaddress,clickthelinktoeditthepersonsemailaddress.After youentertheemailaddress,youcanclick: SaveandSendtoupdatetherecordandsendtheemail. SaveandClosetoupdatetherecordwithoutsendingtheemail. Canceltoclosethewindow.
EmailssentviatheSendanEmailbuttonarelistedintheActivityHistorylistoftherelatedrecords.The ActivityHistoryitemdisplaysas"Email:<Subject>."Youcanclicktheemailsubjecttoviewthebodyof theemail.Attachmentsarenotstoredwiththeemail. Page13of50

SendingMassEmail
Youcansendamassemailmessagetoarecipientlistthatconsistsofcontacts,prospects,person accounts,orusersyoucanviewinSalesforce.Youcansendmassemailtoamaximumof250external emailaddressesperdaybasedonGreenwichMeanTime(GMT)withtheProfessionalEdition. 1. Choosethetypeofrecipientsforyourmassemail: Tosendmassemailtocontactsorpersonaccounts,clickMassEmailContactsinthe ToolssectionoftheContacts. Tosendmassemailtoprospects,clickMassEmailProspectsintheToolssectionofthe Prospectstab.
2. SelectalistviewofrecipientsandclickGo!.Bydefault,theMyContacts,MyProspects,Active Users,orMyCasesviewsincludeallrecordsofthattypewithanemailaddress.Tochangethe listofrecipients,createanewcustomview.Contacts,prospects,orpersonaccountsthathave theEmailOptOutfieldselectedordonothaveanemailaddressarenotincludedinanyemail listviews. 3. Allrecipientsinthelistviewareselectedbydefault.Iftherearerecipientswhoshouldnot receivethemassemail,deselectthem.Optionally,usethetopcheckboxinthelistviewtoselect ordeselectalloftherecipientslistedonthepage. 4. ClickNext. 5. Chooseanemailtemplate.Optionally,clickthePreviewlinkstoviewthetemplates. Note:Intheemailtemplatepreviewwindow,thetemplatedisplayswithanymergefields included,suchas{!Account.AccountNumber}.Whenyousendyouremail,datafromthe recipients'records,oranyapplicablesubstitutetext,isinsertedintotheemailinplaceofthose mergefields. 6. ClickNext. 7. Ontheconfirmationpage,selectfromtheavailableProcessingOptions: BCCmeononemessage Storeanactivityforeachmessage
TheActivityHistoryitemisassociatedwiththecontact,lead,orpersonaccountanddisplaysas "MassEmail:<TemplateDescription>."Theemailsubject,body,andattachmentsarenotstored
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intheActivityHistoryitem.TologActivityHistoryitems,youmusthaveaccesstovieworedit therecordsintherecipientlistandhavethe"EditTask"permission. Usemysignature.Optionally,includeyouremailsignatureinthismassemail.This optionappliestotextemailsonly. MassEmailName.Enteranameyoucanusetoidentifythismassemailinthemass emailqueue.
Note:Themassemailnameonlyappearsinthemassemailqueueandstatusmessagesyou receivefromSalesforce.Salesforcedoesnotaddthemassemailnametothemassemailyou aresending. 8. IntheDeliveryOptionssection,dooneofthefollowing: SelectSendnow. SelectSchedulefordeliveryonandclickthedate/timelinktospecifywhenSalesforce willsendthemassemail.Usetheadjacentdropdownmenutospecifythetimezone.
Note:UserscanclickSetup>Email>MyMassEmailstoviewandcancelmassemailsthey scheduled. AdministratorscanclickSetup>Monitoring>MassEmailtoviewandcancelmassemails scheduledbyallusersintheirorganization. 9. ClickSendtosubmitthemassemail. 10. ClickFinishedtocompletethemassemailwizard. NotesonSendingMassEmail Beforeyousendamassemail,createacustomviewofcontacts,leads,personaccounts,or caseswithoutanemailaddress.Inthesearchcriteria,choose"Emailequals,"andleavethethird fieldblank.Youcanthenupdatethoserecordsbeforesendingyouremails.Unfortunately,there isnowaytovalidateanemailaddresswithoutsendinganactualemailmessage. Ifyourtemplatecontainsamergefieldforwhichthereisnodatainaparticularrecord,that fielddoesnotdisplayintheemailyousend.Tofindsuchblankfields,modifyyourrecipientlist viewtosearchforthemergefieldsyouareusinginyourtemplate,andenterthecriterion "<field>equals,"leavingthethirdfieldblank.Editthoserecordsthathaveblankfieldsbefore yousendyouremails.
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YoureceiveanautogeneratedstatusemailfromSalesforceforeachmassemailyousend.The subjectlineofthestatusemailcontainsthevalueyouenteredintheMassEmailNamefield whensendingthemassemail. Boththemassemailqueueandthestatusemailcontainthefollowinginformation:
AddressedTo Thenumberofrecipientsyouselectedwhencreatingthemassemail. SentTo ThenumberofrecipientstowhichSalesforcesentthemessage.Thisnumbermaydifferfromthe AddressedTonumberforthefollowingreasons: Themassemailwouldcauseyourorganizationtoexceeditsdailymassemaillimit.Salesforce doesnotsendthemessagetoanyoftheintendedrecipientsinthiscase. Oneormoreselectedrecipientsoptedoutofreceivingmassemailafterthemassemailwas scheduledbutbeforeitwasprocessed. Oneormoreselectedrecipientemailaddresseswereremovedfromthecontactorleadafter themassemailwasscheduledbutbeforeitwasprocessed. Theuserwhosentthemassemailwasdeactivatedafterthemassemailwasscheduledbut beforeitwasprocessed.Salesforcedoesnotsendmassemailsscheduledbyauserwhois deactivated. Attachmentsinmassemailsaresentaslinksratherthanasphysicalfiles.Whenrecipientsclick theattachmentlinkintheemail,theattachmentopensinaseparateWebbrowser,andthey candownloadthefile.Massemailattachmentsdisplaythefilenameandextensionandare storedfor30days. Emailtemplatesgiveyouaccessonlytothefieldsthatareaccessibletoyouviayourpagelayout andfieldlevelsecuritysettings.
Step Four: Managing Activities Tasks & Calendar Events

Activitiesincludetasksandcalendarevents.Youcandefineandtrackactivitiesformanydifferent objects,includingcampaigns,accounts,contacts,andleads.Activitiesdisplayinrelatedlistson associatedrecordsaswellasontheHometab.Whencreatinganactivity,youcandescribetheactivity andspecifyattributessuchaspriority,duedate,andstatus. ViewingRelationshipActivities(Tasks,Appointments,etc) Page16of50
ThefollowinglistviewsareprovidedbySalesforce:Youcanaccesstheactivityinformationfromyou Dashboard.ItislocatedunderCalendarunderthetabactivitylistviews.
AllActivitiesShowsactivitiesthatyoucanview.InPersonalEdition,theAllActivitieslistview showsallofyouractivities.Activitiesincludeloggingcalls,followuptasks,completedtasks, emailsthatweresent,allinformationthatyouwanttocapturewithinthataccountorpipeline lead. MyActivitiesShowsactivitiesthatyouown.Ifyoudonothaveamultiuserlicenseof SalesForce,thislistwillbethesameasAllActivities. MyDelegatedActivitiesShowsactivitiesthatyoucreatedbutareownedbysomeoneelse. MyTeam'sActivitiesShowsactivitiesownedbyuserswhoreporttoyouintherolehierarchy.
Tocreateanewactivitylist(activitiesincludeupcomingtasks,followup,calls,mailmergeand informationthatyouhavecompleted: 1. ClickthelistviewiconbelowthecalendarontheHometab. 2. ClickCreateNewView. CreatingNewActivities(tasks&events) Youcancreatenewactivityrecords(tasksandevents)fromthesidebar.SelectTaskorEventfromthe CreateNewdropdownlistontheleftsideofthescreen. Onthehomepage,clickNewintheMyTaskssectionorNewEventintheCalendarsection. Onthedetailpageofanassociatedrecord,clickNewTaskorNewEventontheOpenActivities relatedlist.Inaddition,youcanclickLogaCallontheActivityHistoryrelatedlisttoaddanew taskrecordwithacompletedstatus. Page17of50
Onacalendarview,clickNewEventtoaddanewevent.Inaddition: OndayviewsyoucanclickNewintheMyTaskssectiontoaddanewtask. Ondayviewsyoucanclickatimesuchas9:00AMtoaddaneventatthattime. OnweekandmonthviewsyoucanclicktheAddEventicon()toaddaneventona particulardate.
Onanactivitylistview,clickNewTaskorNewEventtocreateanewactivity.Todisplayan activitylistview,clicktheactivitylistviewicon()belowthecalendarontheHometaboratthe topofacalendarview. WhatistheOpenActivitiesRelatedList? TheOpenActivitiesrelatedlistdisplaysallopentasksandeventsforarecordanditsassociatedrecords. Forexample,ifyouhaveataskrelatedtoacontact,thattaskdisplaysintheOpenActivitiesrelatedlist ofthecontactaswellastheassociatedaccount. ClickNewTaskorNewEventtocreateanactivitythatisassociatedwiththerecord. ClickEdittoeditanactivity. ClickClstocloseatask. ClickDeltodeleteanevent. Clickthesubjectofanactivitytoopenthedetailpageoftheactivity.
WhatistheActivityHistoryRelatedList?LogCalls,SendEmails,orPerformMailMerges TheActivityHistoryrelatedlistofarecorddisplaysallcompletedtasks,loggedphonecalls,expired events,outboundemails,massemails,emailsaddedfromMicrosoftOutlook,andmergeddocuments fortherecordanditsassociatedrecords. FromtheActivityHistoryrelatedlist,click: LogACalltoentertheresultsofunplannedphonecallsandthenscheduleafollowuptask.Use thisfeature,alongwithscheduledeventsandtaskstotrackallactivitiesforarecord. MailMergetogeneratepersonalizeddocumentsusingyourdataandMicrosoftWordtemplates providedbyyouradministrator.Ifyouchoose,themergeddocumentislistedintheActivity Historyrelatedlistoftheassociatedrecord.
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SendAnEmailtosendanemailtoacontactorleadandassociatetheemailwithboththe contactorleadandthedisplayedaccount,opportunity,case,orcustomobject.Theemailyou sendisautomaticallylistedintheActivityHistoryrelatedlistofthecontactorlead.When appropriate,itisalsolistedfortherecordassociatedwiththeemail,suchastheopportunityor case.Thisbuttonisnotavailableforalltypesofrecords. RequestUpdatetolaunchacontactupdateemailtosendtotheselectedcontact.Thisemail allowsyoutoenteranintroductorynoteaskingthecontacttoupdatethecontactinformation youhaveandsendareplywiththeupdatedinformation.Youcanupdateyourcontactrecord whenyoureceivetheresponse.TheseemailsandthemassStayinTouchemailswillbelistedin theActivityHistoryrelatedlist. ViewAlltodisplayaprintableviewofallcompletedactivities.NotethattheViewAllbutton onlydisplayswhentherearerecordstoview.
SettingRemindersonActivities(Tasks&Events) Tosetareminderonatask: 1. Createoreditatask. 2. SelecttheRemindercheckbox. 3. Choosethedateandtimeforthereminder.Youwillberemindedofthetaskonthatdateand time. 4. ClickSave. Tosetareminderonanevent: 1. Createoreditanevent. 2. SelecttheRemindercheckbox. 3. Choosehowlongbeforetheeventthatyouwanttobereminded. 4. ClickSave. CreatinganOutlookAppointmentforanEvent ToaddaneventtoOutlook: 1. SelectaneventfromtheCalendarontheHometaborfromtheOpenActivitiesorActivity Historyrelatedlistofarecord. Page19of50
2. ClickAddtoOutlook.
3. ClickopentoimmediatelyaddittoOutlook,orsaveittoyourcomputerasa.vcsfile.Ifyou saveitasa.vcsfile,importthefilewithOutlook. CreatingTasks Tasksallowyoutotrackthespecificactionsyouplantoperformorhaveperformed,suchasmaking phonecallsorsendingmail. Tocreateanewtask: 1. Togetstarted: ClickNewfromtheMyTaskssectionoftheHometab ClickTaskfromtheCreateNew...dropdownmenuinthesidebar ClickNewTaskfromtheOpenActivitiesrelatedlistofanassociatedrecord
2. Enterthedetailsofthetask.UsetheSendNotificationEmailcheckboxtospecifywhetheror nottosendanotificationemailtothetask'sassigneewhenyousavethetask.Tosavethe currentstateofthecheckboxasyourpersonaldefault,selectMakethisthedefaultsetting. 3. ClickSave.Alternatively,clickSave&NewTasktosavethetaskandbegincreatinganothernew task,orclickSave&NewEventtosavethetaskandbegincreatinganevent. ClosingTasks Toquicklysettasksasclosed: 1. OntheMyTaskssectionoftheHometaborontheMyTaskssectionofthecalendardayview, clickXnexttotheappropriatetask.Alternatively,intheOpenActivitiesrelatedlistonan associatedrecord,clickClsnexttotheappropriatetask. 2. ClickSavetoacceptthechangedStatusvalue. 3. ClickSave.TheclosedtaskdisplaysintheActivityHistoryrelatedlistoftheassociatedrecord. Note:Bydefault,thestatuschangesto"Completed"whenyouclickXorCls.
Step Five: Setting up Templates & Creating custom reports, mail merges, etc.
Creating&MaintainingTemplates(Letterhead,outboundemail,etc)
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Youcancreateandmaintaintemplatesfordefiningletterheads,sendingoutboundemail,and generatingmailmergedocuments. LetterheadsdefinethelookandfeelofyourHTMLemailtemplates.YourHTMLemailtemplates caninheritthelogo,color,andtextsettingsfromaletterhead Emailtemplatesallowuserstosendemailtocontacts,leads,andothersusingpredefined templates.Thefollowingtypesofemailtemplatesareavailable: Text. HTML(usingLetterhead). Custom(withoutusingLetterhead). Mailmergetemplatesallowuserstocreatecustomdocumentsusingtheinformationfromyour records. Forexample,youcancreateacustomizedthankyoulettertoaspecificlead. CreatingMergeFieldstopersonalizetemplates(ieDearMary,) Youcanusemergefieldswithincustomformulafields,scontrols,customlinks,custombuttons,and whenyoucreateemailormailmergetemplates.Mergefieldsserveasplaceholdersfordatathatwillbe replacedwithinformationfromyourrecords,userinformation,orcompanyinformation. GuidelinesforUsingMergeFields Generalmergefieldsyntaxguidelines: Thesyntaxforamergefieldmaydiffer,dependingonwhereyouareusingitinSalesforce.To ensurethatyouareusingthecorrectsyntax,selectmergefieldsfromthedropdownlistinthe editorwhereyouareusingthemergefield. Mergefieldguidelinesforemailtemplatesandmailmergetemplates: o Inemailtemplates,youcanaddsubstitutetexttoanymergefield.Substitutetext displaysinasentemailifthemergerecorddoesnotcontaindataforthatfield.Toadd substitutetext,placeacommaafterthefieldnameandenterthetextbeforetheclosing bracket,forexample:Dear{!Contact.FirstName,SirorMadam}.Whenyousavethe template,themergefieldwillappearintheemailtemplatewiththefollowingsyntax: Dear{!NullValue(Contact.FirstName,"SirorMadam")}.
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Formailmergetemplates,yourmergefieldscancontainonlyletters,numbers,andthe underscore(_)character.Forexample,Opportunity_Product_#isnotallowed.Mail mergefieldnamescannotexceed40characters.
CreatingMailMergeTemplates Mailmergetemplatesdefinethecontentofaformletterorothermailmergedocument.Theyinclude variablescalledmergefieldswheredatafromyourrecordsforexampleacontact'snameand addressdisplaysinthegenerateddocument. Asanadministrator,youareresponsibleforbuildingmailmergetemplatesinMicrosoftWordand uploadingthemtoSalesforcetomakethemavailableforyourusers. 1. OpenanewblankdocumentinMicrosoftWord2002,2003,or2007. 2. UseWordtocomposethedocumentsoitcontainsthetext,data,andformattingyourusers require. 3. LocatethetextordatavariablesinyourWorddocumentthatwillchangeeachtimethe templateisused.Forexample,inthesalutation"DearBob,""Bob"isavariablebecauseitwill changewhentheletterissenttoadifferentperson. 4. ReplaceeachvariablewiththeappropriateSalesforcemergefield: o IfyouhaveConnectforOffice,seeUsingWordIntegrationforhowtoinsertmerge fieldsquickly. IfyoudonothaveConnectforOffice: a) Placeyourcursorwhereyouwanttoinsertamergefield. b) InWord2003andearlier,selectInsertandthenFieldfromtheWordmenubar. InWord2007,selecttheInserttabontheRibbon,clickQuickPartsintheText group,andthenclickField. c) SelectMailMergeintheCategoriesdropdownlist. d) SelectMergeFieldintheFieldnamesbox. e) IntheFieldPropertiesareaoftheFieldnamebox,manuallyenterthevalid Salesforcemergefield,suchasOpportunity_LineItem_ProductName. f) ClickOK.
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Note:Tolistinformationaboutallproductsassociatedwithanopportunity,insertthe Opportunity_LineItem_Startmergefieldwhereyouwanttobeginlistingproduct information.Then,insertallthemergefieldsyouwanttoincludeforeachproductonan opportunity.Finally,inserttheOpportunity_LineItem_Endtoendthelist. 5. SaveyourWorddocument. 6. ProceedtoUploadingMailMergeTemplatestoSalesforce. Tip:Forbestresults: Donotconfiguremailmergetemplatesas"protected"or"restrictedaccess"inMicrosoftWord. PleaserefertoWord'shelpforinformationaboutprotectedWorddocuments.(InWord,press F1toopenhelp.) DonotconnectmailmergetemplatestoexternaldatasourcessuchasExcelworksheetsor Accessdatabases.PleaserefertoWord'shelpforinformationaboutrestoringmailmerge documentstowhatWordcalls"normalWorddocuments."
UploadingMailMergeTemplatestoSalesforce 1. InSalesforce,clickSetupCommunicationTemplatesMailMergeTemplates. 2. ClickNewTemplate. 3. Enteranameanddescriptionforthetemplate.Thiswillhelpuserscorrectlychooseatemplate whengeneratingmailmergedocuments.IfyourorganizationusesExtendedMailMerge,choose theappropriatedocumenttype:Document,Label,orEnvelope.ExtendedMailMergeis availablebyrequestonly.Pleasecontactsalesforce.comCustomerSupportat4159017010,if youareinterestedinthisfeature. 4. ClickBrowsetoselectyourWordmailmergetemplate. 5. ClickSavetofinish. CreatingLetterheads Aletterheaddefinesthelogo,pagecolor,andtextsettingsforyourHTMLemailtemplates.Forbest results,createasingleletterheadtouseforallyourHTMLemailtemplates.Youcancreateletterheads andmakethemavailableorganizationwide. Touseletterheads,clickSetup>CommunicationTemplates>Letterheads. FromtheLetterheadslistpage: Page23of50
Toviewaletterhead,selectthenamefromthelist. Toeditaletterhead,clickthenamefromthelistandchooseoneoftheeditoptions:Edit PropertiesorEditLetterhead. Todeletealetterhead,clickDelnexttothename.Youcannotdeletealetterheadthatisusedin anyHTMLemailtemplates.
LetterheadsdefinethelookandfeelofyourHTMLemailtemplates.YourHTMLemailtemplatescan inheritthelogo,color,andtextsettingsfromaletterhead.Aletterheadconsistsofpropertiesand details.Thepropertiesareonlyvisibleinsideyourorganization;theyhelpusersidentifyaletterhead. Thedetailsareappliedtoanemailwhenusingthatletterhead.Usetheletterheadwizardtocreateboth thepropertiesanddetailsofyourletterhead. 1. ClickSetup>CommunicationTemplates>Letterheads. 2. ClickNewLetterhead. SettingLetterheadProperties 1. CheckAvailableForUseifyouwouldlikeuserstobeabletousethenewletterhead immediately. 2. EnteraLetterheadLabel.Thelabelisusedtorefertotheletterheadonuserinterfacepages. 3. EnteraLetterheadName.Thenameisusedtorefertotheletterheadwhenusingthe Force.comAPI. 4. Enteradescriptionforthisletterhead.Thenameanddescriptionfieldsareforinternaluseonly todescribetheletterheadtootherusers. 5. ClickSave.Theletterheaddetailpageappears. SettingLetterheadDetails 1. Settheattributesfortheletterhead. ClickEditBackgroundColor,andenteracolorforthebackgroundofyourletterhead.Click thecolorpickerbuttontochooseacolor. ClickEditHeaderProperties,andselectthecolor,alignment,andheightforthetopsection oftheletterhead. Page24of50
ClickSelectLogotoincludeanimageofyourcompanylogointhetoporbottomsectionof theletterhead.Toselectanimage,chooseafolder,andclickthedocumentnametoattach thedocument.Alternatively,clickSearchinDocuments,andenterthefilenametosearch fordocumentsbyname.MakesurethedocumentyouselectismarkedasExternally AvailableontheDocumentstabsothatauserwhodoesnothaveaSalesforceusername andpasswordcanviewtheimagewhenitisreceivedinanemail. ClickRemoveLogotodeletetheimagefromtheletterhead. ClickEditTopLine,andenteracolorandheightforahorizontallinebelowtheheader.Click thecolorpickerbuttontochooseacolor.
ClickEditBodyColors,andenterthebackgroundcolorforthemainbodyofyourletterhead. ClickEditMiddleLine,andenteracolorandheightforthemiddleborderinyourletterhead. Clickthecolorpickerbuttontochooseacolor. ClickEditFooterProperties,andselectacolor,alignment,andheightforthebottomsection oftheletterhead. ClickEditBottomLine,andselectacolorandheightofabottomhorizontalline.Clickthe colorpickerbuttontochooseacolor.
2. Optionally,clickPreviewtodisplaytheletterheadinaseparatebrowserwindow. 3. ClickSave. ManagingEmailTemplates Youcancreatethreedifferenttypesofemailtemplates: TextAlluserscancreateorchangetextemailtemplates. HTMLwithletterheadAdministratorsanduserswiththe"EditHTMLTemplates"permission cancreateHTMLemailtemplatesbasedonaletterhead. CustomHTMLAdministratorsanduserswiththe"EditHTMLTemplates"permissioncancreate customHTMLemailtemplateswithoutusingaletterhead.YoumusteitherknowHTMLor obtaintheHTMLcodetoinsertinyouremailtemplate.
Alloftheseemailtemplatescanincludetext,mergefields,andattachedfiles.Youcanuseemail templateswhenyousendanemailfromtheActivityHistoryrelatedlistofarecordandwhenyousend massemail. Page25of50

Tomanagepublicemailtemplates,clickSetup>CommunicationTemplates>EmailTemplates. FromanyEmailTemplatespage: Toviewatemplate,clickthetemplatenameinthelist.Theoptionsvarydependingonthe templatetype(custom,HTML,ortext): ClickEditPropertiestochangetheattributesofthetemplate. ForcustomandHTMLtemplates,clickEditHTMLVersiontochangethecontentormergefields oftheHTMLversion.
Note:AllcustomandHTMLemailtemplatesincludeatextonlyversionforrecipientswhoare unabletoreadHTMLemails.Ifyouleavethetextonlyversionblank,thetextonlyversionis automaticallygeneratedwhenyouedittheHTMLversion. ForcustomandHTMLtemplates,clickEditTextVersiontochangethecontentormergefields ofthetextonlyversion.
Note:Salesforce.comrecommendsthatyouleavethetextonlyversionblank.Whenyouleavethe textonlyversionblank,Salesforceautomaticallycreatesthetextonlycontentbasedonthecurrent HTMLversion.Ifyouchoosenottoleavethetextonlyversionblankandinsteadmanuallycreatea textonlyversion,editstotheHTMLversionarenotreflectedinthetextonlyversion. Fortexttemplates,clickEdittochangethemessagecontent,subject,ormergefields. ClickAttachFilefromtheAttachmentsrelatedlisttoaddanattachmenttothetemplate.The attachedfileisincludedineveryemailthatusesthetemplate.
Toselectafile: ClicktheSearchinDocumentslinktosearchforfilesintheDocumentstab.Ifyouselectan imagelogoorothergraphicfile,makesurethedocumentismarkedasExternallyAvailableon theDocumentstabsoallemailrecipientscanviewtheimage. Alternatively,chooseanoptionfromtheFileLocationdropdownlisttoselectafilefromyour computerorfromadocumentfolder. Ifyouhavethe"ManagePublicTemplates"permission,youcanclick[Change]nexttothe Authorfieldtoselectadifferentauthor.Initially,theauthoristhepersonwhocreatedtheemail template. ClickDeletetoremovethetemplate. ClickEdittochangethemessagecontent,subject,ormergefieldsofatexttemplate. Page26of50
Ifyouhavethe"ManagePublicTemplates"permission,youcanclick[Change]nexttothe Authorfieldtoselectadifferentauthor.Initially,theauthoristhepersonwhocreatedtheemail template. Toeditordeleteatemplate,clickEditorDelnexttothetemplatenameinthelist. Tocloneatemplateclickthetemplatename,thenclickClone. ClickNewTemplatetocreateanytypeofemailtemplate.
CreatingTextEmailTemplates 1. ClickSetup>Email>MyTemplates.Ifyouhavepermissiontoeditpublictemplates,clickSetup >CommunicationTemplates>EmailTemplates. 2. ClickNewTemplate. 3. ChoosetheTexttemplatetype,andclickNext. 4. Chooseafolderinwhichtostorethetemplate. 5. ChecktheAvailableForUsecheckboxifyouwouldlikethistemplateofferedtouserswhen sendinganemail. 6. EnteranEmailTemplateName. 7. SelectanEncodingsettingtodeterminethecharactersetforthetemplate. 8. EnteraDescriptionforthetemplate.Bothtemplatenameanddescriptionareforinternaluse only. 9. EntertheSubjectforthemessage. 10. Enterthetexttoappearinthemessage. 11. Optionally,entermergefieldsinthetemplatesubjectandtextbody.Thesefieldswillbe replacedwithinformationfromyourrecordswhenyousendanemail. 12. ClickSave. AttachingFilestoTemplates 1. ClickSetup>Email>MyTemplates.Ifyouhavepermissiontoeditpublictemplates,clickSetup >CommunicationTemplates>EmailTemplates. Page27of50
2. Selectatemplate.
3. ClickAttachFilefromtheemailtemplatedetailpage. 4. Chooseafolderandclickthedocumentnametoattachthedocument,orclickSearchin Documentsandenterthefilenametosearchforadocumentbyname.Alternatively,clickMy Computertoattachafilefromyourcomputer.Theattachedfileisincludedineveryemailthat usesthetemplate.Notethatattachmentsinmassemailsaresentaslinksratherthanas physicalfiles. CreatingHTMLEmailTemplates 1. ClickSetup>Email>MyTemplates.Ifyouhavepermissiontoeditpublictemplates,clickSetup >CommunicationTemplates>EmailTemplates. 2. ClickNewTemplate. 3. ChooseHTML(usingLetterhead)andclickNext. 4. Chooseafolderinwhichtostorethetemplate. 5. ChecktheAvailableForUsecheckboxifyouwouldlikethistemplateofferedtouserswhen sendinganemail. 6. EnteranEmailTemplateName. 7. SelectaLetterhead.Theletterheaddecidesthelogo,pagecolor,andtextsettingsofyouremail. 8. SelecttheEmailLayout.Theemaillayoutdeterminesthecolumnsandpagelayoutofthe messagetext.ClickViewEmailLayoutOptionstoseesamples. 9. SelectanEncodingsettingtodeterminethecharactersetforthetemplate. 10. EnteraDescriptionofthetemplate.Bothtemplatenameanddescriptionareforyourinternal useonly.Thedescriptionisusedasthetitleofanyemailactivitiesyoulogwhensendingmass email. 11. ClickNext. 12. EntertheSubjecttoappearintheemailyousend. 13. Enterthetexttoappearinthemessageyousend.Clickanysectionandbeginenteringtextfor yourmessage.Topreventusersfromeditingasectionwhenusingthistemplate,clickthe padlockicon. Page28of50
14. Changethestyleofyourtextbyselectingthetextandusingtheformattoolbar.
15. Optionally,entermergefieldsinthetemplatesubjectandbody.Thesefieldswillbereplaced withinformationfromyourlead,contact,account,opportunity,case,orsolutionwhenyousend anemail. 16. ClickNext. 17. Enterthetextonlyversionofyouremail.Thiswillbeavailabletorecipientsofyouremailthat cannotreadHTML.ClickCopytextfromHTMLversiontoautomaticallypastethetextfromyour HTMLversionwithouttheHTMLtags. 18. ClickSave. UsingtheFormatToolbartoedittextinHTML Selectthetextyouwishtoformatandclicktheappropriateoptiondescribedbelow:
OptionDescription Chooseacharacterstyle.Selectthetextyouwantappliedtoafontandthenchoosetheappropriate font. Page29of50

Font
Chooseacharactersize.Selectthetextyouwantappliedtothesizeandthenchoosethesize. Size Insertagraphicfromthedocumentslibrary.Thisoptionisnotavailablewhendoingsomeactionssuch ascreatingcustomhomepagecomponents. Chooseabackgroundcolor Chooseafontcolor Maketextbold Maketextitalic Underlinetext Insertanewhyperlinkoreditanexistinglink.Selectthetextyouwanttolink,clickthisbutton,and entertheURLforthelink.Touseamergefieldsuchas{!Case_Link}asthedestinationofthelink,insert themergefieldafterthehttp://. OptionDescription Leftjustifytext Centertext Rightjustifytext Bulletalist Numberalist Increasetextindent Decreasetextindent CloningEmailTemplates Cloninganemailtemplateinvolvessavinganexistingemailtemplatewithanewname.Toclonean emailtemplate:
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1. Tomanageyourpersonalemailtemplates,clickSetup>Email>MyTemplates.Ifyouhave permissiontomanagepublicemailtemplates,clickSetup>CommunicationTemplates>Email Templates. 2. Clickthenameofanemailtemplateinthelist. 3. ClickClone. 4. Chooseafolderinwhichtostorethetemplate. 5. ChecktheAvailableForUsecheckboxifyouwouldlikethistemplateofferedtouserswhen sendinganemail. 6. EnteranEmailTemplateName. 7. EnteraDescriptionforthetemplate.Bothtemplatenameanddescriptionareforinternaluse only. 8. ClickSave.
TrackingHTMLEmail(Openrates)
AftersendinganHTMLemail,youcantrackthedateitwasfirstopened,thenumberoftimesitwas opened,andthedateitwasmostrecentlyopened. Detailpagesforcontacts,prospects,andpersonaccountsincludeanHTMLEmailStatusrelatedlist. Eachemailyousendtoapersonormassdistributionlistislisted,includingthedatetheemailwassent, firstopened,lastopened,andthetotalnumberoftimesitwasopened.Thislistalsoincludesautomatic emailssuchasthosesentthroughWebtoLeadandWebtoCaseresponserules. ClickSendAnEmailtocreateanewmessage ClickViewAlltoviewmoredetailsaboutalltheitemsintheHTMLEmailStatusrelatedlist. ClickEditnexttoanemailtoaddanynotestoit. ClickDeltoremoveanemailfromtheHTMLEmailStatusrelatedlist. Clickthesubjectofanemailtoviewtheentireemailmessage.
ToreportontheHTMLemailstatisticslistedintheHTMLEmailStatusrelatedlist,usetheHTMLEmail StatusReportavailablefromtheReportstab. LoggingacopyofemailssentfromOutlookinAccounts Page31of50

Ifyouuseathirdpartyemailaccount,useEmailtoSalesforcetosavemessagesasemailactivitieson prospectandcontactrecordsinSalesforce.Whencomposing,forwarding,orreplyingtoemail,simply enteryourEmailtoSalesforceaddressintheBCCfield.Salesforcereceivesacopyoftheemailand searchestheToandCCfieldsfortheemailaddressesofyourleadsandcontacts.Ifanyleadsorcontacts arefound,Salesforcesavestheemailasanactivityontheappropriaterecord. Youcanalsosaveamessageasanemailactivitywithoutsendingorresendingittoanotherperson. SimplyforwardtheemailwithyourEmailtoSalesforceaddressintheTofield.Besurethatthereareno otheremailaddressintheTo,CC,andBCCfields.Salesforcereceivesacopyoftheemailandsearches thefirstFrom,To,andCCfieldsintheforwardedemailfortheemailaddressesofyourleadsand contacts.Ifanyleadsorcontactsarefound,Salesforcesavestheemailasanactivityontheappropriate record. WhenworkingwithEmailtoSalesforce,notethefollowing: YoucanuseEmailtoSalesforcewithclientapplicationssuchasIBMLotusNotesand MicrosoftOutlook,aswellaswebmailsuchasGmailandYahoo!Mail. EmailtoSalesforcedoesnotacceptemailattachments;however,thefilenamesoftheemail attachmentsarelistedintheemailactivity. EmailtoSalesforcecancreateamaximumof50emailactivitiesforeachemailitreceives.
BeforeyoucanuseyourEmailtoSalesforceaddress,youmustconfigureitasfollows: 1. ClickSetup>Email>MyEmailtoSalesforce>Edit. 2. InMyEmailAddresses,enterthethirdpartyemailaddressesyouusetosendemailconcerning yourleadsandcontacts.Separatemultipleemailaddresseswithcommas. Important:YourEmailtoSalesforceaddressonlyacceptsemailfromaddressesyoulist.Ifyoudonotlist anyemailaddresses,yourEmailtoSalesforceaddresswillnotwork. 1. ConfigureEmailtoSalesforcetoaddactivitiestoprospects,contacts,orboth. 2. ConfigurewhatEmailtoSalesforcedoesuponreceivinganemailcontainingleadorcontact informationthatmatchesduplicaterecords.EmailtoSalesforcecanaddtheemailactivitytothe duplicaterecordthathaseitherthegreatestnumberofactivitiesortheearliestcreationdate. 3. ConfigurewhatEmailtoSalesforcedoesifnomatchingrecordsarefound.EmailtoSalesforce caneitherignoretheemailorassignyouatasktochoose. 4. ClickSave. Page32of50
Step Six: Adding Prospects to your Pipeline or converting Prospects to Accounts

First,youmustsetuptheLeadStatusfortherecordsyouwillbeconvertingtobettertrackthem. SettingLeadStatus 1. Clickon: Setup|AppSetup|Customize|Leads|Fields. 2. Click"Edit"nexttoLeadStatus. Here,youcanmarkoneormorevaluesthatuserscanchooseforthestatusofaconvertedlead. NOTE:Youcanalsochooseonevalueasthedefaultstatusforallnewleadsinthisscreen. Then: 1. Convertingalead: a. Viewthelead,andclickConvert. b. Changetheownerofthenewrecords,ifdesired.Thisreassignsallnotes,attachments,and openactivitiestothenewownerbutdoesnotchangeclosedactivities.ChecktheSend EmailtotheOwnerboxtosendanautomatedemailtothenewowner. c. Ifavailable,choosewhethertocreateanewaccountorupdateanexistingaccountwiththe samename.ClickViewtoopenaprintableviewoftheexistingaccount.Informationfrom theleadisinsertedonlyintoblankfields;itwillnotoverwriteexistingaccountdata. d. Ifyouareupdatinganexistingpersonaccount,checktheboxifyouwanttooverwritethe LeadSourcefieldinthepersonaccountwiththevaluefromthelead. e. Namethenewopportunity,orchecktheboxifyoudonotwanttocreateanopportunity. f. Selectthestatusfortheconvertedlead.Choicesincludestatusesmarkedas"converted"by youradministrator.
g. Scheduleafollowuptask,ifnecessary.Belowthetaskcommentsarea,checktheSend NotificationEmailboxtosendanotificationtothetaskassignee. h. ClickConvert. i. Ifaduplicatecontactexists,choosewhethertocreateanewcontactorupdatetheexisting contact.Informationfromtheleadisinsertedonlyintoblankfields;itwillnotoverwrite existingcontactdata. Page33of50

j.
Whenupdatinganexistingcontact,checktheboxifyouwanttooverwritetheLeadSource fieldinthecontactwiththevaluefromthelead.
k. ClickConverttofinish. Allnotesandattachmentsfromtheleadareconvertedandattachedtothenewaccountandcontact;all openactivitiesandactivityhistoryfromtheleadareconvertedandattachedtothenewaccount, contact,andopportunity.Theconvertedleadrecordcannolongerbeviewed,althoughitdoes contributedatatoreports. WhatisaPipelineLead(Opportunity)? Pipelineleadsarethesalesandpendingdealsthatyouwanttotrack.Byaddingpipelineleads,youare alsobuildingyourpipeline,whichwillcontributetoyourforecast.Youcanalsolinkpipelineleadsto campaignstohelpmeasuretheROIofyourmarketingprograms. ThePipelineLeadstabdisplaysahomepagethatletsyouquicklycreateandlocatepipelineleads.You canalsosortandfilterpipelineleadsusingstandardandcustomlistviews.Inaddition,thistabletsyou viewandeditdetailedinformationoneachpipelinelead. ClickingonthePipelineleadstabdisplaysthepipelineleadshomepage. InthePipelineLeadsViewssection,choosealistviewfromthedropdownlisttogodirectlyto thatlistpage,orclickCreateNewViewtodefineyourowncustomview. InthePipelineLeadssection,selectanitemfromthedropdownlisttodisplayabrieflistofthe toppipelineleadsmatchingthatcriteria.Fromthelist,youcanclickanypipelineleadnameto godirectlytothepipelineleaddetail.ToggletheShow25itemsandShow10itemslinksto changethenumberofitemsthatdisplay.Thefieldsyouseearedeterminedbythe"Pipeline LeadsTab"searchlayoutdefinedbyyourinitialsetup. RecentPipelineLeadsChoiceDescription Thelasttenortwentyfiveopportunitiesyouviewed,withthemostrecentlyviewedopportunitylisted first.ThislistisRecentlyViewedderivedfromyourrecentitemsandincludesrecordsownedbyyouand otherusers. RecentlyCreated Thelasttenortwentyfiveopportunitiesyouupdated,withthemostrecentlyupdatedopportunity listedfirst.Thislistonlyincludesrecordsownedbyyou. RecentlyModified
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UnderQuickCreate,fillinthefieldstoaddanewopportunity.Alternatively,clickNewnextto theRecentOpportunitiessectiontocreateanewopportunity. UnderReports,clickanyreportnametojumptothatreport. IntheQuarterlySummarysection,selectvaluesandclickRunReporttoviewaquarterly opportunitysummary.
ViewingPipelineLeads(Opportunities) Clickapipelineleadnametoviewthedetail.ClickEditorDeltoeditordeleteanpipelinelead. Chooseapredefinedviewfromthedropdownlisttoselectpipelineleadtodisplay. Alternatively,youcanclickCreateNewViewtodefineyourownlistview. ClickPrintableViewtodisplaythecurrentlistviewinaformatthatisreadyforprinting ClickNewPipelineLeadorselectPipelineLeadfromtheCreateNewdropdownlistinthe sidebartocreateanopportunity. Clickanycolumnheadingtosorttheopportunitiesinascendingorderusingthatcolumns information.Clicktheheadingasecondtimetosortindescendingorder. Atthetopandbottomofthelist,clickalettertodisplaythecontentsofthesortedcolumnthat beginwiththatcharacter. ClicktheNextPageorPreviousPagelinktogotothenextorprevioussetofpipelinelead. Atthebottomofthelistview,selectfewerormoretoviewashorterorlongerdisplaylist.
CreatingPipelineLeads 1. Tocreateanewopportunity,selectPipelineLeadsfromthetabatthetopofpage,clickNew nexttoRecentPipelineLeadsontheopportunitieshomepage. 2. Entertheinformationfortheopportunity. 3. ClickSavewhenyouarefinished,orclickSave&Newtosavethecurrentopportunityandadd another. Toassociateapipelineleadwithanaccountorcontact,viewtheexistingaccountorcontact,andselect PipelineLeadfromtheCreateNewdropdownlistinthesidebar.Whenyoucreateanopportunityfrom acontactdetailpage,thatcontactisautomaticallylistedastheprimarycontactintheContactRoles relatedlistoftheopportunity. Page35of50
QuickCreate,youcanalsoaddanewpipelineleadonthePipelineLeadshomepage. DisplayingandEditingPipelineLeads DisplayingPipelineLeads.OnceyouhavelocatedapipelineleadonthePipelineLeadshomeorlist pages,clickthenametodisplaydetailedinformation.Fromanaccount,contact,orcampaign,clickthe pipelineleadnameinthePipelineLeadsrelatedlisttodisplaythepipelinelead.Allpipelineleads associatedwiththeaccount,contact,orcampaignarelistedinthePipelineLeadsrelatedlist. Tip:Hoverdetails,mouseoveranylookupfieldonthedetailpagetoviewkeyinformationabouta recordbeforeclickingintothatrecord'sdetailpage. EditingPipelineLeads. 1. Toupdateapipelinelead,clickEdit,andthenchangethefieldsthatyouwanttoupdate. 2. Whenyouhavefinished,clickSave.YoucanalsoselectSave&Newtosavethecurrent opportunityandcreateanotherone. Note:Whenyousetanopenopportunity'sStagetoatypeof"Closed/Won,"theCloseDateissetto today'sdate. PipelineLeadRelatedListsThelowerportionofthedisplayprovidesasnapshotofkeysales informationrelatedtotheopportunity.Therelatedlistsyouseearedeterminedbyyourpersonal customization,andbyanycustomizationyouradministratorhasmadetopagelayoutsoryour permissionstoviewrelateddata.Youcanclickonindividualitemstodisplayadditionaldetail.Click moreatthebottomofthepageorViewMorebelowarelatedlisttodisplaymoreitems.Clickingthe Newbuttonletsyoudirectlyaddnewitems.Forexample,clickingNewTaskletsyoudirectlyaddanew task. PrintingPipelineLeadsToopenaprintabledisplayofallinformationforarecord,clickPrintableView onthedetailpage. SearchingforPipelineLeads 1. EnteryoursearchtermsintheSearchboxlocatedinthesidebar.Alternatively,clickAdvanced SearchinthesidebartosearchforitemsusingtheAdvancedSearchfunctionality,which searchesformatchesinadditionalfields. 2. ClickSearch.Thesearchreturnsalistofitemsthatmatchyoursearchterms.Thefieldsyousee aredeterminedbythesearchlayoutdefinedbyyourinitialsetup.
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3. Fromthelistofsearchresults,selectarecordtojumpdirectlytothatrecordorclickEdittoedit it.
YoucanalsocreateanPipelineLeadlistviewtofindPipelineLeadsthatmatchspecificcriteria.
Appendix 1: Adding & managing new Accounts

Whenyoureceivenewinformationregardinganewcontact/accountfollowthefollowingprocedureto enterintoSalesForce.com.TheinformationneedstobeenteredasanAccount,thenaddtheContact Info(allContactsmustberelatedtoanaccountinordertoshowupinreports,etc). Creatinganewaccount 1. SelectAccountfromtheCreateNewdropdownlistinthesidebar,orclickNewnexttoRecent Accountsontheaccountshomepage. 2. Entertheinformationfortheaccount. 3. ClickSavewhenyouarefinished,orclickSave&Newtosavethecurrentaccountandadd another. Showingoreditingaspecificaccount Clickanaccountnametoviewtheaccountdetail. ClickEditorDelnexttoanaccountnametoeditordeletetheaccount. Chooseapredefinedviewfromthedropdownlisttoselectaccountstodisplay.Alternatively, youcanselectCreateNewViewtodefineyourownlistview. ClickNewAccountorselectAccountfromtheCreateNewdropdownlistinthesidebarto createanaccount. Clickanycolumnheadingtosorttheaccountsinascendingorderusingthatcolumns information.Clickacolumnheadingasecondtimetosortindescendingorder. Atthetopofthelist,clickalettertodisplaythecontentsofthesortedcolumnthatbeginwith thatcharacter. ClicktheNextPage(orPreviousPage)linktogotothenextorprevioussetofaccounts. Onceyouhavelocatedanaccountontheaccountshomeorlistpages,clicktheaccountnameto displaydetailedinformation. Atthebottomoftheaccountlist,selectfewerormoretoviewashorterorlongerdisplaylist.
EditingAccounts
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Toupdateaccountdetails,clickEdit,andthenchangethefieldsyouwanttoupdate.Whenyouhave finished,clickSave.YoucanalsoclickSave&Newtosavethecurrentaccountandcreateanother. Thelowerportionofthepageprovidesinformationrelatedtotheaccountincludingactivities,pipeline leads,cases,partners,contracts,accountteams,assets,andnotes.Therelatedlistsyouseeare determinedbyyourpersonalcustomization,byanycustomizationyouradministratorhasmadetopage layoutsoryourpermissionstoviewrelateddata,andbythekindofaccountyouareviewingabusiness accountorapersonaccount.Youcanclickonindividualitemstodisplayadditionaldetail.Clickmoreat thebottomofthepageorViewMorebelowarelatedlisttodisplaymoreitems. ClickingtheNewbuttonletsyoudirectlyaddnewitems.Forexample,clickingNewContactletsyouadd anewcontact. PrintingAccounts Toopenaprintabledisplayofallinformationforarecord,clickPrintableViewonthedetailpage. Toreturntothelastlistpageyouviewed,clickBacktolistatthetopofanyaccountdetailpage.Ifyour organizationhasenabledcollapsiblepagesections,usethearrowiconsnexttothesectionheadingsto expandorcollapseeachsectiononthedetailpage. Note:Astheownerofanaccount,youcannormallyviewalldatarelatedtothataccount. CreatingContacts Toautomaticallyassociateacontactwithanaccount,viewtheaccountandclickNewContactinthe taskbar.YoucanalsoselectNewintheContactsrelatedlistofanaccount. MergingDuplicateContacts Tomergeduplicatecontactsassociatedwithacommonaccount: 1. FromtheContactsrelatedlistofanaccount,clickMergeContacts. 2. Checktherowsofuptothreecontactsyouwanttomerge.Youcansearchthelistofassociated contactstoshortenthelist,orclickAllContactstoviewthefulllistofassociatedcontacts.Click Nexttocontinue. 3. SelectonecontactastheMasterRecord.Anydatainhiddenorreadonlyfieldswillbetaken fromtheMasterRecord.However,administrators,anduserswiththeEditReadOnlyFields permission,canmanuallyselectwhichreadonlyfieldstoretain.Notethathiddenfieldsarenot displayed. Page38of50
4. Selectthefieldsthatyouwanttoretainfromeachrecord.Whenthereisconflictingdata,the fieldsintheleftcolumnarepreselectedandtherowismarkedinpurple. 5. ClicktheMergebuttontocompletethemerge.
Tipsformergingcontacts: Anyrelateditemsfromanyoftheduplicatecontactswillbeassociatedwiththemergedcontact. Anyaccountsharingandmanualsharingforthemastercontactareappliedtothenewlymerged contact. WhenyoumergecontactsthathaveReportsTorelationships,thenewlymergedcontactretains theReportsTofieldfromtheselectedMasterRecord. AlldiscardedduplicaterecordsaremovedtotheRecycleBin. ThenewlymergedcontactdisplaystheCreatedBydatefromtheoldestcontactyouare merging,andshowsthemergedateastheModifiedBydate.
KeepingAccountsUptoDate Aquickandeasywaytoretrieveupdatedcontactinformationfromyourcontactsandpersonaccounts istosendStayinTouchrequests. Note:Therecordmusthaveavalidemailaddress. Howitworks: 1. Onthedetailpageofacontactorpersonaccount,clickRequestUpdateeitheratthetopofthe pageorintheActivityHistoryrelatedlist. 2. AnoutgoingemailiscreatedaccordingtoyourpersonalStayinTouchsettings.Asneeded,edit thedetailsoftheemail.ClickSendtosendtheemail. 3. Therecipientreceivestheemailandclicksalinktoeitherprovideupdatesorconfirmno changesarenecessary. 4. Youreceiveanemailnotification.Clickthelinkintheemailtoupdate,review,andacceptor rejectthenewinformation. MergingUpdatedContactInformation WhensomeonerespondstoaStayinTouchrequest,youwillreceiveanemailthatcontainsalink. TomergethenewinformationintoSalesforce: Page39of50
1. ClickUpdateNowfromtheemailyoureceive. 2. Reviewthenewandoriginalvalues. 3. ClickAcceptChangestosavethenewdata.ClickRejectChangestoignoretheupdatesand retaintheoriginalvalues.
Appendix 2: Manage sales process & marketing campaigns

Tomanagecampaigns,wewillusetheProject&IssueManager,foundontheSFAppExchange. WithProjectandIssueManagementforAppExchange,organizationshaveasimpleframeworkfor prioritizingandmanagingthelogisticsofprojectsandtheresourcesallocatedtothem.ProjectandIssue Managementhelpsorganizationskeeptheirprojectsontrackwithoutmakingthelivesofteam membersmorecomplicated.Thisbasicapplicationprovidesacentrallocationformanagingthekey aspectsofprojects,includingtheirstatusandtargetcompletiondates. SeparateIssuesandContactstabskeepkeyinformationwithineasyreach.Yourteamcanlogissuesas theyarise,prioritizethem,andupdatetheirstatusasappropriate.Builtinreportsletyouseeopen issuesbyproject,projectsbystage,andmanyothercategories.

Tracksprojectsusingkeyidentifiers,includingprojectname,startdate,andmanager assignment Providesacentrallocationforrecordingandtrackingissues Calculatesprojectlengthandremainingdaysautomatically
VideoTraining:ProjectandIssueManagementOverview PDF:ProjectandIssueManagementDataSheet DownloadProject&IssueManagersoftwarehere. Tofinishinstallation: 1. Changethevisibilitysettingsforanyinstalleddocuments,reports,dashboards,letterheads, emailtemplates,andcustomfieldsonstandardobjects.Bydefault,thesecomponentsare visibletoallusers. 2. Configureanyadditionalsettingsforthispackagefromthepackagedetailpage. 3. DeploythepackagebyclickingDeployNowbelow.Youcanalsodothisatanytimeinthefuture fromthepackagedetailpage. SetupbasicmarketingcampaignsinSalesForce.com: Page40of50
1. SetuptabforMarketingPlans:
ClickSetup|Customize|TabNamesandLabels|RenameTabsandLabels. SelectyourdefaultlanguagefromtheSelectLanguagedropdownlistatthetopofthepage. ClickEditnexttothetabyouwanttorename.Optionally,clickResettochangethenameof yourrenamedtabtoitsoriginalname.Note:Youcannotresetcustomobjecttabnames. Enterthesingularandpluralformsofthenewtablabel.Also,ifapplicableforthelanguage, selecttheStartswithavowelsoundcheckboxforlabelsthatstartwithavowel.Thisensures thattheproperarticle(suchas"a"or"an")isused.ThenclickNext.Note:Arenamedtabor objectcannotusethenameofanotherstandardtab,customobject,orcustomtab. Enterthestandardfieldlabelsandotheruserinterfacelabelstobeusedfortheselectedtab orobject.Besuretoenterbothasingularandpluralformforeachlabelthatrequiresit. Also,selecttheStartswithavowelsoundcheckboxforlabelsthatstartwithavowel.Note: Somestandardfields,suchasCreatedByandLastModifiedBy,arepurposelyomittedfrom renamingbecausetheytracksysteminformation. ClickSave.
2. Setuppromotionalplanintherelatedpromotionalplandocument.Makesureyouindicate whichfieldstoquery.
Appendix 3: Setting up and running reports

Reportsarelists,summaries,andanalysesofyourdata,whichyoucandisplayorprint.Tohelpyou monitoryourorganization,Salesforceoffersawiderangeofstandardreports,accessibleintheReports tab. Youcanalsocreatenewcustomreportstoaccessexactlytheinformationyouneed.Youcansubtotal andlimityourdatatohelpyouanalyzetrendsandgetaconcisepictureofwhatishappeninginyour organization. Youwillneedtosetupreportstocrunchimportantdatainyoursystem,includingrunningatallyofwho isinyourpipeline,whoattendedevents,closeratesforleads,whoisondifferentmarketinglists,to exportmergedata(forletters,emails,etc),andmore. CustomReportsforProspectsforspecificMarketingGroups CreatingcustomreportsforSalesForce.comisveryusefulforallyourmarketingneeds.Thisguidewill createaprospectreport,youcanalsorunAccountreportsandmanyothers. 1. ClickonReportstab.
Page41of50
Youwillbetakentothereportsscreenwhereyoucanpickfromanassortmentofalready createdreportsoryoucancreateanewcustomreport.Wearegoingtocreateaprospect reportwithaspecificMarketingGroupwewillbetargeting. 2. ClickonCreateNewCustomReport
ThiswilltakeyoutotheReportWizardScreen 3. Youwillneedtoselectthetypeofdatayouwishtoreporton.Forthisreportweneedtoselect Prospectsfromthedropdownmenu.
ClickondownarrowandselectProspects.ThiswilldefaultandselectProspects.
Page42of50
4. ClickNext 5. Selectwhattypeofreportyouwouldlike:
TabularReportTabularreportsarethesimplestandfastestwaytolistyourdata. SummaryReportSummaryreportslistyourdatawithsubtotalsandothersummary information MatrixReportMatrixreportslistsummariesofyourdatainagridagainstbothhorizontal andverticalcriteria.
6. SelectTabularreport.
7. ClickNext. 8. Selectthereport
columns.
Thisiswhereyoupickthe criteriayouwouldliketo showupinyourreport. Thiscanhavemanyfields orafewfields.Forthe currentProspectReportwe Page43of50
arerunningwewillselectthefollowing:
9. ClickonDeselectAllColumnsthiswillgiveyouacleanslatetopickyourfields. 10. Thenselect: FirstName LastName Company/Account Street City State Zip/PostalCode Email Phone Website MarketingGroup ProspectLevel ProspectType 11. ClickNext 12. Selecttheinformationtosummarize 13. ClickNext 14. Orderthereportcolumns.Thisiswhereyouwillselecttheorderinwhichthecolumnswill appearinyourreport.WeliketohaveCompany/AccountFirstinthecolumns. 15. Clickoncompany/account,theclickTop 16. ClickNext
Page44of50
17. Selectyourreportcriteria StandardFilters LocateViewandClickondropdownmenuandselectAllProspects LocatedtheStartDateClearcontentsthatareinthefield
18. AdvancedFilters.Thisiswhereyoucanpickcertaincriteriathatyouwanttoseeordonotwant tosee.ForourProspectReportonMarketingGroups,wewillselectthefollowingitems: Page45of50

UnderFieldclickonthedropdown,scrolldownandselectMarketingGroup UnderOperatorclickonthedropdown,clickonincludes UnderValueEntertheFieldnameexactlyasitisinSalesForce.com(Showcase)
19. ClickonRunReport. 20. Youcannoworganizethedatatosuityourneedsclickonthetitleanditwillappearin chronoglogical,az,or19order. ToSaveacopyofthiscustomreportsoyourunagain. ClickonSaveAs Namethereport Giveitadescriptionandsave.
Youhavenowcreatedacustomreport. SavingReports Useanyofthefollowingtechniquestosaveareport: ChooseSaveAsonanystandard,public,orcustomreporttosaveacopyofthereports parameters,withoutalteringtheoriginalreport.Enteranameanddescriptionforthenew Page46of50

report.ThenclickSavetosavethereportandreturntotheReportshomepage,orclick Save&ReturntoReporttosaveitandimmediatelyviewthereport. Tosavethedatainareport,exportthereporttoExcelusingtheExportDetailstoExcel button. ChooseDeletetodeleteoneofyourcustomreports.
PrintingandExportingReports Useanyofthefollowingtechniquestoprintorexportareport: Toprintareport,useyourbrowser'sprintfunction. ChoosethePrintableViewbuttontodisplaythereportinaprintreadyformatinExcel. ToexportareportdirectlytoanExcelspreadsheet,clickExportDetailstoExcel,choosea fileencodingsetting,selectafileformat,andclickExport.InyourbrowsersFileDownload dialog,choosetosavethefiletodisk.Youcanexportupto256columnsand65,536rowsof datainonereport ForreportsthatyouhaveexportedtoExcelbyclickingPrintableVieworExportDetailsto Excel: Youcanarrangethecolumnsandperformanyothercalculations,asneeded. Toresizecolumns,selectthewholespreadsheetanduseExcelsFormatColumn AutoFitSelectionoption. Toforcethereporttoprintononepage,usetheFittooptionunderPageSetup. PrintthereportusingtheprinticoninExcel.
Formoreoncreatingcustomreports Reviewthistipsheet. Youmayalsoviewavideotutorialhere. Installadditionaldashboardsandreports DownloadDashboards&Reportssoftwarehere
Appendix 4: Managing user adoption

Page47of50
ItsimportantthatyouandothersonyourteamhavefullyadoptedSalesForce.comandareusingitto itsfullpotential. Video:UserAdoption
Appendix 5: Syncronize SalesForce with Microsoft, website, email, custom documents, etc.
DownloadMicrosoftapplicationsintegrationsoftwarepleasereviewOutlookTipSheet. 1.LogintoSalesforce. 2.SelectLinknexttoAppExchangelogotitledSetup. 3.DowntheMenusontheleft,SelectPersonalSetup|DesktopIntegration|ConnectforMicrosoft Outlook. 4.SelectInstallNowButtoninthemiddleofthescreenORselectthelinktodownloadthe applicationlocaltitledclickhere,SaveandRun. 5.InitialSplashScreenSelectNext. 6.ConfirmLicensingSelectAcceptandNext. 7.AcceptdefaultfolderinstallationlocationSelectNext. 8.SelectInstall. 9.SelectFinishandRestartComputer. SettingConnectforMicrosoftOutlook 1.ThankyouscreenwillappearwhenOutlookisopenedwithPlugin(InitialInstallation)Select Next. 2.InputSalesforceUsernameandPasswordSelectNext. 3.SetContacts,EventsandTaskssynchronizationpreferences(SeeBelow)SelectNext. Settingspossible: ExporttoSalesforceOnewaytoSalesforceExportwithoverwritestoSalesforce OnewaytoSalesforceandoverwritedata. Page48of50
ImportfromSalesforceOnewayfromSalesforceImportwithoverwritesfrom SalesforceOnewayfromSalesforceandoverwritedata. SynchronizewithSalesforce.
4. SelectLinknexttoAppExchangelogotitledSetup. 1. DowntheMenusontheleft,SelectPersonalSetup|DesktopIntegration|Connectfor MicrosoftOutlook. 2. SelectInstallNowButtoninthemiddleofthescreenORselectthelinktodownloadthe applicationlocaltitledclickhere,SaveandRun. 3. InitialSplashScreenSelectNext. 4. ConfirmLicensingSelectAcceptandNext. 5. AcceptdefaultfolderinstallationlocationSelectNext. 6. SelectInstall. 7. SelectFinishandRestartComputer.
Appendix 8: Set up SalesForce.com Administration & Multiple Users

Setupcompanyinformation VideoTraining:AdministeringSalesForce.com 1. Clickon:Setup|Administrationsetup|CompanyProfile|CompanyInformation. 2. FillinthePrimaryContactfieldwiththeappropriatenameandanyotherfieldswith appropriateinformation. 3. SavetheCompanyInformationchange. Adding&DeletingUsersinSalesforce.com MostindependentprofessionalswillnothaveamultiuserversionofSalesForce,asitdoublesthecost. IfyouDOhaveamultiuserlicense,followtheseinstructions. VideoTraining:AdminSetup Page49of50
AddingUsers
Clickon:Setup|AdministrationSetup|ManageUsers|Users|NewUser. *Noteyoucannothavemoreactiveusersthanthenumberoflicensesyourorganizationhas purchased. DeletingUsers Inordertomaintainhistoricalrecordsofwhodidwhat,usersareneverdeletedinSalesForce.com. Rather,usersaredisabledbymakingthatuserinactive.Usersmarkedasinactivecannolongerloginto theservice.Youmaywanttodisableauser'saccesswhentheyleaveyourorganization. Todisableauser: 1. Clickon:Setup|ManageUsers|Users. 2. Findtheuseryouwanttodisableandclickthe"Edit"link. 3. DeselecttheActivecheckboxforthisuser. 4. Clickthe"Save"button. Thiswillimmediatelydisablethatuserfromgainingaccesstoyourcompany'ssalesforce.comorg. Whenattemptingtodisableauser,youmaygetamessagealertingyouthattheycannotbedisabled becausetheyaresetasthedefaultuserinsomepartoftheapplicationifthisisthecase,simplyfollow thelinkprovidedintheresultingmessagetochangethatrespectivesetting. Ifyoudeactivateauserandtheyareloggedintosalesforce.comtheywillgetanerrormessageupon nextclick.Onceyouhavedeactivatedauser,thatusernolongerusesuponeofyourlicenses.Youcan thenreusethatlicenseforanewuser.Alternatively,youcandecreaseyourlicensecount.Ifyouwishto removeuserlicenses,pleasesearchon:AmIbilledonlicensesoractiveusers? Notethatyouarealwayschargedforthenumberoflicensesyouhave,notthenumberofactiveusers.
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com User Guide

Step One: Set up fields and tabs SalesForce.com

1. ClickSetup|Customize|TabNamesandLabels|RenameTabsandLabels. 2. SelectyourdefaultlanguagefromtheSelectLanguagedropdownlistatthetopofthepage. 3. ClickEditnexttothetabyouwanttorename.Optionally,clickResettochangethenameof yourrenamedtabtoitsoriginalname. Note Youcannotresetcustomobjecttabnames.

4. Enterthestandardfieldlabelsandotheruserinterfacelabelstobeusedfortheselectedtabor object.Besuretoenterbothasingularandpluralformforeachlabelthatrequiresit.Also, selecttheStartswithavowelsoundcheckboxforlabelsthatstartwithavowel. Page5of50

5. Ifyourorganizationusespersonaccounts,seeRenamingPersonAccountLabels. 6. Somestandardfields,suchasCreatedByandLastModifiedBy,arepurposely omittedfromrenamingbecausetheytracksysteminformation. 7. ClickSave. Tip

ContactType[fieldismultiplepicklist] ProspectType[fieldismultiplepicklist] ClientType[fieldismultiplepicklist]

Step Two: Import data & Set up Marketing Infrastructure

4. Managedashboardsandpagelayouts Wewillwanttochangepagelayoutstohavecontacttype,etc.atthetopofarecord. Customizingyourorganization'spagelayoutswillallowyoutohidefieldsyoudonotwanttosee, showyourcustomfields,andcreatesectionswithinyourpages.

Step Three: Managing Email & Email Campaigns

EmailssentviatheSendanEmailbuttonarelistedintheActivityHistorylistoftherelatedrecords.The ActivityHistoryitemdisplaysas"Email:<Subject>."Youcanclicktheemailsubjecttoviewthebodyof theemail.Attachmentsarenotstoredwiththeemail. Page13of50

YoureceiveanautogeneratedstatusemailfromSalesforceforeachmassemailyousend.The subjectlineofthestatusemailcontainsthevalueyouenteredintheMassEmailNamefield whensendingthemassemail. Boththemassemailqueueandthestatusemailcontainthefollowinginformation:

Step Four: Managing Activities Tasks & Calendar Events

Onacalendarview,clickNewEventtoaddanewevent.Inaddition: OndayviewsyoucanclickNewintheMyTaskssectiontoaddanewtask. Ondayviewsyoucanclickatimesuchas9:00AMtoaddaneventatthattime. OnweekandmonthviewsyoucanclicktheAddEventicon()toaddaneventona particulardate.

Formailmergetemplates,yourmergefieldscancontainonlyletters,numbers,andthe underscore(_)character.Forexample,Opportunity_Product_#isnotallowed.Mail mergefieldnamescannotexceed40characters.

Toviewaletterhead,selectthenamefromthelist. Toeditaletterhead,clickthenamefromthelistandchooseoneoftheeditoptions:Edit PropertiesorEditLetterhead. Todeletealetterhead,clickDelnexttothename.Youcannotdeletealetterheadthatisusedin anyHTMLemailtemplates.

Alloftheseemailtemplatescanincludetext,mergefields,andattachedfiles.Youcanuseemail templateswhenyousendanemailfromtheActivityHistoryrelatedlistofarecordandwhenyousend massemail. Page25of50

TheinformationcontainedinthisdocumentwascompiledbyStrategicMarketingSolutions.Themajorityofthisinformation wasgleanedfromtheHelpfilesonSalesForce.comandassembledbasedonbestpracticesasdeterminedbyStrategicMarketing Solutions.YoumaycontactSMSatinfo@MyStrategicMarketer.com.

OptionDescription Chooseacharacterstyle.Selectthetextyouwantappliedtoafontandthenchoosetheappropriate font. Page29of50

ToreportontheHTMLemailstatisticslistedintheHTMLEmailStatusrelatedlist,usetheHTMLEmail StatusReportavailablefromtheReportstab. LoggingacopyofemailssentfromOutlookinAccounts Page31of50

Step Six: Adding Prospects to your Pipeline or converting Prospects to Accounts

UnderQuickCreate,fillinthefieldstoaddanewopportunity.Alternatively,clickNewnextto theRecentOpportunitiessectiontocreateanewopportunity. UnderReports,clickanyreportnametojumptothatreport. IntheQuarterlySummarysection,selectvaluesandclickRunReporttoviewaquarterly opportunitysummary.

Appendix 1: Adding & managing new Accounts

4. Selectthefieldsthatyouwanttoretainfromeachrecord.Whenthereisconflictingdata,the fieldsintheleftcolumnarepreselectedandtherowismarkedinpurple. 5. ClicktheMergebuttontocompletethemerge.

1. ClickUpdateNowfromtheemailyoureceive. 2. Reviewthenewandoriginalvalues. 3. ClickAcceptChangestosavethenewdata.ClickRejectChangestoignoretheupdatesand retaintheoriginalvalues.

Appendix 2: Manage sales process & marketing campaigns

Tracksprojectsusingkeyidentifiers,includingprojectname,startdate,andmanager assignment Providesacentrallocationforrecordingandtrackingissues Calculatesprojectlengthandremainingdaysautomatically

Appendix 3: Setting up and running reports

Youwillbetakentothereportsscreenwhereyoucanpickfromanassortmentofalready createdreportsoryoucancreateanewcustomreport.Wearegoingtocreateaprospect reportwithaspecificMarketingGroupwewillbetargeting. 2. ClickonCreateNewCustomReport

ThiswilltakeyoutotheReportWizardScreen 3. Youwillneedtoselectthetypeofdatayouwishtoreporton.Forthisreportweneedtoselect Prospectsfromthedropdownmenu.

TabularReportTabularreportsarethesimplestandfastestwaytolistyourdata. SummaryReportSummaryreportslistyourdatawithsubtotalsandothersummary information MatrixReportMatrixreportslistsummariesofyourdatainagridagainstbothhorizontal andverticalcriteria.

17. Selectyourreportcriteria StandardFilters LocateViewandClickondropdownmenuandselectAllProspects LocatedtheStartDateClearcontentsthatareinthefield

18. AdvancedFilters.Thisiswhereyoucanpickcertaincriteriathatyouwanttoseeordonotwant tosee.ForourProspectReportonMarketingGroups,wewillselectthefollowingitems: Page45of50

UnderFieldclickonthedropdown,scrolldownandselectMarketingGroup UnderOperatorclickonthedropdown,clickonincludes UnderValueEntertheFieldnameexactlyasitisinSalesForce.com(Showcase)

19. ClickonRunReport. 20. Youcannoworganizethedatatosuityourneedsclickonthetitleanditwillappearin chronoglogical,az,or19order. ToSaveacopyofthiscustomreportsoyourunagain. ClickonSaveAs Namethereport Giveitadescriptionandsave.

Youhavenowcreatedacustomreport. SavingReports Useanyofthefollowingtechniquestosaveareport: ChooseSaveAsonanystandard,public,orcustomreporttosaveacopyofthereports parameters,withoutalteringtheoriginalreport.Enteranameanddescriptionforthenew Page46of50

report.ThenclickSavetosavethereportandreturntotheReportshomepage,orclick Save&ReturntoReporttosaveitandimmediatelyviewthereport. Tosavethedatainareport,exportthereporttoExcelusingtheExportDetailstoExcel button. ChooseDeletetodeleteoneofyourcustomreports.

Formoreoncreatingcustomreports Reviewthistipsheet. Youmayalsoviewavideotutorialhere. Installadditionaldashboardsandreports DownloadDashboards&Reportssoftwarehere

Appendix 4: Managing user adoption

ItsimportantthatyouandothersonyourteamhavefullyadoptedSalesForce.comandareusingitto itsfullpotential. Video:UserAdoption

ImportfromSalesforceOnewayfromSalesforceImportwithoverwritesfrom SalesforceOnewayfromSalesforceandoverwritedata. SynchronizewithSalesforce.

Appendix 8: Set up SalesForce.com Administration & Multiple Users

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