Salesforce admin training 3
- 2. Agenda Sales and Marketing Applications Service and Support Applications Activity Management Content Management
- 3. What can you remember? DAY 2 Review What are Permission Sets? What is Field Level Security? Record Ownership What are the Organizational Wide Defaults? What is a Role? What is a Role Hierarchy? What are the 2 types of Sharing Rules? What are some of the key differences between Workflow and Approval?
- 4. What can you remember? DAY 2 Review What are Permission Sets? • Additional Profile Permissions assigned to specific users What is Field Level Security? • Determines access to read or edit individual fields by profile • Overrides less-restrictive page layout settings • Can make a field read-only or totally hidden Record Ownership • Users or Queues can be the owner of records • If the read permission for the object is revoked from the users profile, the user will not be able to see their own record • Queue ownership allows multiple users to own a record
- 5. What can you remember? DAY 2 Review What are the Organizational Wide Defaults? • Determine the baseline visibility of each record in an object What is a Role? • Controls the level of visibility that users have to an organization’s data • A user may be associated to one role What is a Role Hierarchy? • Controls data visibility • Controls record roll up, forecasting and reporting • Users inherit the record ownership ability of data owned by or shared with users below them in the hierarchy • Not necessarily the company’s organization chart
- 6. Sales and Marketing Applications • Given a scenario, identify the capabilities and implications of the sales process. • Given a scenario, identify when to apply the appropriate sales productivity features (eg big deal alerts, update reminders, similar opportunities, competitors, team selling). • Describe the capabilities of products and price books. • Describe the capabilities of lead management (eg lead conversions, lead source, lead field mapping). • Given a scenario, identify how to automate lead management (eg, queues, assignment rules, web-to-lead, and auto-response). • Describe the capabilities of campaign management (eg, hierarchies, influences, campaign members).
- 7. Lead What is a Lead? • An individual or a company that might be interested in a product or service • Prospect that you want to market to • Captures business card information • Assigned ownership either manually or via Assignment Rule • “Qualified” and then “Converted”
- 8. Account and Contact What is an Account? Represents an individual* (Person Account) or a company (Business Account) Create Account records for prospects, customers, competitors, partners, or any other entities that makes sense for your business Contains—or connects to—all information about your interactions with the company, such as in-progress and completed deals, your points of contact, and records of past interactions What is a Contact? Represents an individual Create Contact records for people who work at the companies represented by the Account Contains all relevant information about the person, such as phone number, email address, job title, role in a deal *Person Account combines Account-Contact attributes to represent an individual (ie B2C) customer
- 9. Creating and Importing Leads Creating Manually When you manually create a lead from the Leads tab, you are automatically listed as the owner of the lead. Importing Leads When importing new leads, an administrator can apply a lead assignment rule to automatically assign leads to users or queues based on values in certain lead fields. Alternatively, an administrator can add a Record Owner field to the import file to assign lead ownership. Without a lead assignment rule or Record Owner field, imported leads are automatically assigned to the user doing the import.
- 10. Web-to-Lead
- 11. Lead Conversion Lead qualification depends on the business process Lead data is mapped and brought over during conversion to: Account, Contact, Opportunity Leads are converted in order to be a part of the sales pipeline Lead (Field) Mapping - Map custom fields from Lead to Account/Contact/Opportunity to bring across their values during Lead Conversion
- 12. Conversion Impacts • You cannot convert a lead that is associated with an active approval process or has pending workflow actions • Converting a lead to a person account cannot trigger workflow rules • If validation and triggers for lead convert are enabled in your organization, then converting a lead can trigger a workflow action on a lead. For example, if there is an active workflow rule that updates a lead field or transfers the owner of a lead, that rule can trigger when the lead is converted, even if the lead is no longer visible on the Leads tab as a result of the conversion. Note that if a workflow rule creates a new task as a result of a lead conversion, the task is assigned to the newly created contact and related to the associated account or opportunity. • When a lead is converted by someone who isn't the lead owner, all workflow tasks associated with the lead that are assigned to that user, except email alerts, are reassigned to the lead owner. Workflow tasks assigned to users other than the lead owner and lead converter aren't changed.
- 13. Lead Mapping Guidelines • Number • Percent • Phone • Multi-select Picklist • Long Text • Rich Text • URL • Checkbox • Currency • Date • Date/Time • Email • Geolocation • Encrypted (Classic) The following Lead custom field types can only be mapped to custom fields of the same data type:
- 14. Lead Mapping Guidelines Each target field can have only 1 source field mapped to it. You can map auto-number fields to field types text or text area. You can map text and text area fields to custom field types of text, text area, long text, and picklist. If you map to a picklist field, the picklist must be unrestricted. You can map custom picklist fields to custom field types of text, text area, and picklist (unrestricted), but not long text. When mapping between picklist and text fields, your data truncates if the source field value is longer than the target field allows. Custom lookup fields can be mapped to a lookup field pointing to the same object. For example, a lead custom lookup field pointing to the Account object can be mapped to a contact custom lookup field that also points to the Account object. When mapping custom lead fields, the selected account, contact, or opportunity field must be of equal or greater length. You can’t delete lead, account, contact, or opportunity fields included in Lead Custom Field Mapping. To delete a field, first remove its mapping. You can’t change the field type of a field that’s included in Lead Custom Field Mapping. To change a field’s type, remove its mapping first. You can’t uninstall a package that references fields included in Lead Custom Field Mapping. Remove any mappings of referenced fields before uninstalling the package. When mapping lead custom number, currency, or percent fields the target field must have the same length and number of decimal places.
- 15. Lead Source The lead source is the primary source where the lead came from rather than the method they used to get in touch Below is a typical set of lead sources that apply to most businesses: • Google AdWords • Google (organic) • Other Search Engines • Social Media (Facebook, Twitter etc) • Cold Calling/Telemarketing • Advertising • Custom Referral • Word of Mouth (Non Customers) • Expo/Seminar • Direct Mail • Email Marketing • Unknown (set as default)
- 16. Lead Queue Lead Queue • Allows you to integrate prospect assignments with your current Salesforce workflow • Access queue from list views • Queue members can jump in to take ownership of any record in a queue Taking Leads from a Queue • To take ownership of leads in a queue, go to the queue list view, check the box next to one or more leads, and click Accept Sample Use Case • Create a lead queue with members who are salespeople assigned to a specific sales territory
- 17. Lead Assignment Create a lead assignment rule to automatically assign leads to different users or queues Without a lead assignment rule, the system assigns all new web-generated leads to the Default Lead Owner defined on the Lead Settings page (Setup |Customize | Leads |Lead Settings). An administrator can assign new web-generated leads using the Web-to-Lead setup, or when creating or editing a lead, there is a check a box to assign the lead automatically using your active lead assignment rule. An email is automatically sent to the new owner if your administrator specified an email template in the matching rule entry. To have this checkbox be selected by default, an administrator can modify the appropriate page layout.
- 18. Change of Ownership Changing Ownership of One Lead To change the ownership of a lead you own or have read/write sharing access to, click the Change link next to the Lead Owner field, and then specify the name of a user or queue. The Change link only displays on the lead detail page, not the edit page. Select the Send Notification Email box to send an automated email to the new lead owner. If the new owner is a queue, Salesforce sends the email to all of the queue members. Changing Ownership of Multiple Leads Requires “Transfer Leads” or “Transfer Record” permission, the “Edit” object permission on leads, and sharing access to view the leads. To transfer ownership of multiple leads, use either of the following methods: • From a list view or queue, select one or more leads and click Change Owner • Use the mass transfer tool at Setup |Data Management |Mass Transfer Records
- 19. Auto-Response Automatic email responses to lead submissions based on the record’s attributes Set up auto-response rules to send quick replies to customers to let them know someone at your company received their inquiry
- 20. Hands-on Exercise – 15 MINUTES Converting and Assigning Leads https://trailhead.salesforce.com/modules/admin_intro_opptys_leads/units/admin_intro_opptys_leads_leads • What are Leads? • Assign Leads • Convert Leads to Accounts, Contacts and Opportunities
- 21. Hands-on Exercise – 20 Minutes https://trailhead.salesforce.com/modules/admin_intro_accounts_contacts/units/admin_intro_accounts_contacts _basics • Accounts and Contacts • Business Accounts, Person Accounts • Business Contacts • Best Practices
- 22. Opportunity What is an Opportunity? Contains the information for every potential revenue-generating deal being tracked, such as deal size and expected close date The core of the sales process in Salesforce. Opportunities are worked through a sales process using sales stages where the stage is advanced to the point where they are set as won/closed Either generated from lead conversion or may be entered directly by the sales team The structure of Salesforce requires account ownership to be established which sees inherited ownership of the opportunity Utilizes Product and Price Book data to represent the product or service being sold
- 24. Products Represent the individual items that are sold on opportunities and quotes Each product can exist in many different price books with many different prices A product that is listed in a price book with an associated price is called a Price Book Entry Displayed in the Products related list of an opportunity detail page and the Quote Line Items related list of a quote detail page Use this related list to associate a price book with the opportunity or quote, add or edit products, and, for opportunities, establish or edit product schedules
- 25. Price Books A price book contains products and their associated prices Each product with its associated price is referred to as a Price Book Entry You can use the standard price book or create custom price books The standard price book is automatically generated to contain a master list of all products and standard prices regardless of the custom price books that also contain them
- 26. Schedules You can establish default schedules on a product, as well as schedules for individual line items (opportunity products) on an opportunity An administrator determines which types of schedules your organization can use: quantity schedules, revenue schedules, or both. Types of Schedules: • Quantity Schedule – Outlines the dates, number of units, and number of installments for payments, shipping, or other use as determined by your organization • Revenue Schedule – Outlines the dates, revenue amounts, and number of installments for payments, recognizing revenue, or other use.
- 27. Big Deal Alerts An organization can use alerts that automatically send an email notification for opportunities with large amounts (to any email and opportunity owner) Customize this alert to send an email when an opportunity reaches a threshold. A threshold consists of an opportunity amount and probability. For example, you may want to send an email to your team that an opportunity of $500,000 has reached a probability of 9 0 % . Navigate to: Setup |Customize |Opportunities |Big Deal Alert
- 28. Similar Opportunities Provide users the ability to find Closed/Won opportunities that match the attributes of the opportunity they are working on Related List on Opportunity detail page The criteria used to find similar opportunities is determined by your administrator The search finds a maximum of 10,000 opportunities with close dates in a three-month period and displays up to 300 of the records that best match the search criteria. The results are ranked by the number of matching fields. Results can be filtered by Close date or by matching fields. To see how a record in the search results is similar to your current deal, hover over the opportunity name. The matching fields are highlighted in the Match Criteria sidebar.
- 29. Team Selling Enable collaboration on opportunities through the use of Opportunity Teams Customize opportunity team roles, page layouts and more. Max 50 custom fields for opportunity team. Every opportunity team member has a role in that opportunity, such as Account Manager or Sales Rep Use the mass team reassignment wizards to add, remove, and replace team members on multiple records at the same time
- 30. Competitors Track competitors for a potential sale by listing them in an opportunity Enter the names of new competitors, or choose from a list of competitors defined by your administrator Competitor fields: • Competitor Name • Strengths • Weaknesses
- 31. Opportunity Update Reminders Provides the ability for managers to send their direct reports automated emails with a report on the team’s open opportunities Automatically created nightly for users with direct reports in the Role Hierarchy Schedule Reminders include the following fields: Last Login Date, # of Open Opportunities, # Not Updated in the Last 30 Days, Open Opportunity Amount, Total Closed Amount, Last Update Date When there are no records in an opportunity update reminder, Salesforce doesn’t send an email. If no email is sent for three consecutive opportunity update reminders, the scheduled reminder is deactivated.
- 32. Hands-on Exercise – 15 Minutes https://trailhead.salesforce.com/modules/admin_intro_opptys_leads/units/admin_intro_opptys_leads_opportuni ties • The Sales Process • What is an Opportunity? • Opportunity Stages • Contact Roles • Team Selling
- 33. Campaigns What is a Campaign? Specific marketing program or tactic Builds awareness and generates leads Campaign Membership Campaign members can be lead, contact, person account, with status. Can have different page layouts for each campaign type. Status can be set up through advanced setup. How to add campaign members to a campaign • By search • By importing files • By creating a report
- 34. 5 Steps for Managing Campaigns 1.Create the campaign: After determining your marketing strategy, create a campaign to track your efforts. 2.Define a target list: Next define who you want to target with your campaign. Themethod used to create a target list depends on who you are targeting: • Rented or Purchased Lists - Simply use the list of names as your target list. We recommend that you do not import the names into the system yet. • Existing Contacts, Leads, or Person Account - Run a contact, lead, or person account report in Salesforce and use the Add to Campaign button to associate those records with your campaign. Alternatively, go to a list view of contacts or leads and use the Add to Campaign button to associate those records with your campaign. Note that person accounts are included in contact list views and can be added to campaigns from them. 3. Execute the campaign: All campaign execution occurs outside of Salesforce. • Online, eg send email using a mass email tool • Offline, eg conference, print ads, radio ads, direct mail, web seminar 5 Steps Cheatsheet
- 35. 4. Track responses: The possible types of campaign responses can be divided into the following groups based on the response tracking mechanism: • Website Response - Prospects respond by filling in a form on your website. Use Web-to-Lead to set up a jump page or microsite for the campaign. All responses are created as leads, and if the Web form includes the Campaign field value, the leads are directly associated to the campaign. You can also include the Member Status field in the form to automatically mark all submissions with a particular member status. • Manual Update - Customers and prospects respond via phone or mail. A sales or marketing team member can manually update the Campaign History for the lead, contact, or person account. • Mass Update/Offline Response - The third type of response is any response that you track in an offline list, for example, trade show attendance or email responses from your email vendor. In Salesforce, use the Manage Members page to update the member status of leads, contacts, or person accounts that have been associated with your campaign. 5. Analyze campaign effectiveness: The final step is to analyze the effectiveness of the campaign using reports and campaign statistics. 5 Steps for Managing Campaigns Continued
- 36. Campaign Hierarchy Used to group campaigns together within a specific marketing program or initiative, which enables you to analyze related marketing efforts more efficiently Click View Hierarchy next to the Campaign Name field on the campaign detail page Campaigns are associated with one another via the Parent Campaign field • Each campaign can have only one parent campaign • Campaign hierarchy has a maximum depth of five levels but an unlimited breadth on each level • Campaign members, such as contacts and leads, can be included on any level The Campaign Hierarchy related list shows a maximum of two hierarchy levels: the parent campaign and its child campaigns. • If a child campaign has children, those children do not appear in the related list but their data is included in the campaign hierarchy statistic field values. Note: To ensure accurate reporting, all campaigns in a hierarchy must use the same currency.
- 37. Campaign Influence Tracks multiple campaigns on a singleopportunity One campaign has theprimary influence Can be configured “enabled” and “automatically” by rules and timeframe When automatic association is enabled, influential campaigns are added to opportunities when a campaign is related to a contact that is assigned a contact role on an opportunity prior to the close date of the opportunity
- 38. Sales and Marketing Applications Sample Questions Which of the following is not standard Salesforce functionality? a. Email to Lead b. Email to Case c. Web to Lead d. Web to Case Answer: a Sales Management have requested that they receive notification when opportunities with large amounts are closed. How can a System Administrator accomplish this? (2) a. Opportunity update reminders b. Validation rule c. Big deal alerts d. Workflow rule Answer: c, d
- 39. Service and Support Applications • Describe the capabilities of case management (eg case processes, case settings, and case comments) • Given a scenario, identify how to automate case management (eg case assignment, auto- response, escalation, web-to-case, email-to-case, case teams) • Describe the capabilities of solution management (eg settings, categories, processes) • Describe the basic capabilities of portals • Describe the capabilities of the Community application (eg Ideas, Answers) • Describe the capabilities of Salesforce Knowledge
- 40. Case Management Salesforce.com's industry-leading case management solution helps companies develop long- lasting relationships with their customers by streamlining case capture, resolution, and visibility across every customer communication channel Key features and benefits: • Provides a single repository for all customer support interactions • Solution integration enables faster case handling by seamlessly integrating case information with existing knowledge bases • Case escalation and workflow ensure your business process meets guaranteed service level commitments • Case analytics enable you to measure team and rep productivity and view all key metrics in a dashboard
- 41. Cases What is a Case? • Description of a customer’s feedback, problem or question • Created by phone, email (email-to-case), website (web-to-case) • Are assigned to agents or queues • Have an ID • Agent communicate resolution • Notes logged and case closed • If not closed, escalate for reassignment
- 42. Case Lifecycle
- 43. Automating Case Management Case Queues Queue is a holding area location where case records can be routed to await processing Establish Case Queues, eg Product family, Tiers of support, Type of customer/service level Assignment Rules Route cases to users or queues to work on cases collaboratively or to a support user Create multiple rules (for example, a Standard rule and a Holiday rule). Only one rule can be "active" at a time. Escalation Rules Define automated actions when cases with specific criteria are open after a specified period of time. Help identify when cases have fallen outside of an intended service level. When escalating a case, you can choose to automatically notify a user, reassign the case to another user or queue, or both Workflow Rules Sets workflow actions into motion when certain conditions are met
- 44. Automating Case Management By default, a user can quickly create, edit, locate, and view cases from the Cases tab. To gather customer feedback from a company website and customer emails, set up: Web-to-Case Gather customer support requests directly from the company website and automatically generate up to 5000 new cases a day Email-to-Case / On-Demand Email-to-Case Helps a company efficiently resolve and correspond with customer inquiries via email Automatically creates a case in Salesforce when an email is sent to the company’s customer support email address(es) and auto-populates case fields from the content of the message
- 45. Web-to-Case Considerations • Queues – Create any needed queues • Assignment Rules – Create or activate a rule that determines how cases are assigned • Email Templates – Create any necessary email templates • Auto-Response Rules – Create or activate rules to send targeted email responses • Enable Web-to-Case • Validation rules on web form have to match case object validation • Multi-select picklists allow customers to report cases on several products at a time • Cases queue up if web-to-case generates more than cases > 5000 cases per day • Support Settings must specify a Default Case Owner and an Automated Case User (used when automated changes are made) • SPAM – Use dedicated users to filter out spam cases or leads
- 46. Email-to-Case Types Email-to-Case • Requires downloading the Email-to-Case agent • Keep all email traffic within the network’s firewall • Accept emails larger than 10 MB On-Demand Email-to-Case • Uses Apex email services to convert email to cases • Does not require the download and installation of an agent behind the network’s firewall • Allows the processing customer emails up to 10MB in size
- 47. Email-to-Case Considerations • Email sent, associates email w/the contact record on account • Email to case configuration - setting check-box • Choose On-Demand Email-to-Case – no need for firewall o Attachments cannot be >10MB • Add emails related list to case page layouts • Subject line of email = Subject line of case; Description = Body of case • Automatically associates customer email replies, including attachments, with case • Triggers assignment, escalation, and workflow rules • View customer emails and attachments from the related list
- 48. Support Features Business Hours Represent an organization’s support hours Setup |Company profile |Business Hours Support Settings Customize email templates and defaults used by automated support features Relates to how the company deals with cases, eg • Case Creation Template • Case Assignment Notification • Notify Case Owner of New Case Comments
- 49. Support Features Auto-Response Rules Set up rules that determine which email template to send to customers when cases are captured from emails, your website, Self-Service portal, or Customer Portal. Set rules based on any attributes of incoming cases. For eg, automatically respond with “how- to” information such as resetting password. Set up rules that send email to customers when they submit cases from one of the following: • A Web-to-Case form • An Email-to-Case / On-Demand Email-to-Case message • A Customer Portal • A Self-Service portal* *Not available for new orgs from Spring ‘12. Customer Community is used instead.
- 50. Enable Case Comment Notification Enable the Send Email Notification option on case edit pages so that support reps can send an email to any contact when they have added a new comment to a case. In Support Settings select the Enable Case Comment Notification to Contacts checkbox. Choose an email template to use for case comment notifications in the Case Comment Template field. Note: You can create workflow rules for case comments so that case comments automatically trigger outbound messages or update fields on the cases with which they are associated.
- 51. Service and Support Applications Sample Questions Which of the following scenarios will trigger case Auto-Response rules? (2) a. A customer replied to a support rep's email b. A case is created from a web-to-case form c. A customer submitted a case from the self-service portal d. A case is created by the support rep during a customer call Answer: b, c
- 52. Hands-on Exercise – 30 Minutes https://trailhead.salesforce.com/en/modules/service_basics/units/service_basics_automate_case_management • Case Queue • Assignment Rule • Auto-Response Rule • Escalation Rule
- 53. Solution Management What is a Solution? A detailed description of a customer issue and the resolution of that issue Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. They can also publish solutions to the Self-Service portal and make solutions public. Solution Categories allow administrators to group similar solutions together Solution Settings enable specific options for solutions
- 54. Portals Provide an online support channel for customers—allowing them to resolve their inquiries without contacting a customer service representative. Determine which pages and fields customers can see with page layouts and field level security Manage customers with profiles, permission sets, roles, and sharing rules Provide and organize documents via Salesforce CRM Content or the Documents tab Create a knowledge base for your customers using Salesforce Knowledge Display and collect data that is unique to your organization with custom objects Provide customized reports via the Reports tab NOTE: The Service Cloud Portal is the Customer Portal intended for many thousands to millions of users. Service Cloud portal users are also referred to as high-volume portal users.
- 55. Communities Extend Salesforce Sales, Service and Marketing capability with secure Web / Mobile access for customers, partners and employees Deploy quickly using Lightning Community Builder interface Theme / Brand your community with Lightning Community Builder
- 56. Customer Account Portal Customer Self-Service Commerce and Brand Engagement Channel Sales and Marketing Dealers and Brokers Franchise and Retail Social Intranet HR Helpdesk Sales Enablement Connecting Customers, Partners and Employees Common Use Cases Customer Community Partner Community Employee Community
- 57. Ideas Ideas Community of users who post, vote for, and comment on ideas. Consider it an online suggestion box that includes discussions and popularity rankings for any subject. Idea Themes Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company NOTE: Deleting an idea theme also deletes the ideas that are associated with it. Conversely, undeleting an idea theme also undeletes the ideas that are associatedwith it.
- 58. Hands-on Exercise – 20 Minutes https://trailhead.salesforce.com/modules/community_cloud_basics/units/communities_intro_to_community_clo ud • What is a Community? • The Community Cloud Advantage
- 59. Knowledge Management What is Salesforce Knowledge? A knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need Knowledge Management users can write, edit, publish, and archive articles using the Articles Management tab. All users can search and view articles without an add-on Knowledge User license and can attach articles to cases based on read access. Customers and partners can access articles if Salesforce Knowledge is enabled in the Customer Community or Partner Community Create a public knowledge base so website visitors can view article
- 60. Knowledge Articles Article Types Article types are custom containers for your articles Every article belongs to a type that determines its content and structure Administrators define article types by creating custom fields to capture article data, grouping or reorganizing the fields as needed on the layout, and choosing an article-typetemplate The article-type template determines how the layout appears to viewers of the published article, and administrators can choose unique templates for different audiences and article types Salesforce provides two standard article-type templates: Tab and Table of Contents Use Visualforce to create custom templates
- 61. Knowledge Articles Creating Articles Authors create articles by selecting an article type, writing content, assigning categories, and choosing one or more channels Categorizing Articles When end users are searching for published articles in any channel—the internal app, Customer Community, Partner Community or public knowledge base—they can use the categories to help locate information If your organization uses a role hierarchy, access to data categories is determined by the user's role
- 62. Data Categories Used to classify articles and let agents filter their search results Dictate article relevance and visibility Data Category visibility can be set with roles, permission sets or profiles Can only have 5 active and inactive category groups at one time A group can be up to 5 levels deep and each category group can have 100 categories
- 63. Dimensions for Categorization Tag with dimensions for personalized, targeted knowledge Filter out the noise. Find the right answer, thefirst time
- 64. On the Article Management tab, article managers can create new articles as well as find and manage existing articles in any phase of the knowledge lifecycle: • Create and save a new article. • Reassign the article to an editor, translator, reviewer, or any other collaborator as needed. • Publish the completed draft to one or more channels, depending on the audiences you've configured: the Articles tab in your Salesforce organization, a customer portal, a partner portal, or a public knowledge base. You can schedule the article to be published on a future date. • Update the article as needed. When modifying a published article, you can either remove it from publication so that the original is no longer visible to users, or leave the original published and work on a copy until you're ready to replace the original with your update. • Archive the article when it is obsolete to remove it from publication. As with publishing an article, you can archive immediately or on a future date. • Delete the article as needed, or turn it into a draft and begin a new publishing cycle. Knowledge Articles Managing Articles
- 65. Knowledge Articles Using Articles to Solve Cases To search the knowledge base directly from a case and attach related articles to the case for convenient reference, add the Articles related list to case page layouts. When closing a case, support agents can easily create a new article to capture important information and help solve future cases more quickly. Rating Articles Internal app, Customer Community and Partner Community users can rate articles on a scale of 1 to 5 stars and view the average rating for an article Average ratings are not static. Every 15 days, if an article has not received a new vote, its average moves up or down according to a half-life calculation. This change ensures that over time, older or outdated articles don't maintain artificially high or low ratings compared to newer, more frequently used articles. Articles without recent votes trend towards an average rating of 3 stars
- 66. Knowledge Implementation Tips • To make articles visible on your website, install the Sample Public Knowledge Base (PKB) for Salesforce Knowledge app from the AppExchange • Public knowledge base users cannot ratearticles • The File custom field type allows users to attach documents to articles. The maximum attachment size is 5 MB. You can add up to 5 File fields to each article type. • The Salesforce Knowledge search engine supports stemming, which is the process of reducing a word to its root form. With stemming, a search can match expanded forms of a search term. For eg, a search for “run” matches items that contain run, running, and ran. • Admins can configure article types an data categories o Article tab access and article type permissions are defined in profiles and public access settings o To improve search performance of the Knowledge Base, minimize the number of article types and data categories
- 67. Migrate Existing Knowledge De-duplicate data and ensure the accuracy of articles prior to migration Review article usagemetrics to ensure the value of migrated articles Define and document categories for each article type Sort existing articles by information type (ie FAQ, product information or offer) Ensure that each information type has a corresponding Salesforce Knowledge article type that matches its structure and content Verify that the article's field-level security settings allow you to edit the fields Test your import using a small set of articles
- 68. Hands-on Exercise – 30 Minutes https://trailhead.salesforce.com/modules/knowledge_essentials/units/knowledge_essentials_publish • Add Knowledge Tab to your Service App • Create Article • Publish Article NOTE: This is based on Lightning Experience
- 69. Activity Management Describe the capabilities of Activity Management (eg manage tasks, events, public calendars, multi-day events, cloud scheduler)
- 70. Activities What is an Activity? Activities in Salesforce are your events, your tasks, calls you’ve made, and emails you’ve sent. Two (2) Main Types: Task – Allows you to track a to-do list and relate them to leads, accounts, contacts and opportunities Event – Allows you to track meetings with customers, prospects, and colleagues An event is displayed in the calendar and have a specific time associatedto it whereas a task only captures a date.
- 71. Activity Management Activities include tasks, calendar events, and requested meetings. You can define and track activities for many different objects, including campaigns, leads, accounts, contacts. Activities display in related lists on associated records as well as on the Home tab.
- 72. Activity Management On the Activity Settings page in, you can manage the following activity-related features: Customization Options for Managing Events and Tasks Together Give sales reps a more accurate perspective on their leads, accounts, contacts and opportunities. Use combined activities settings to help them manage and track meetings and tasks. Options differ for Lightning Experience and Salesforce Classic. Customization Options for Events and Calendars Optimize the way your sales reps manage their meetings and scheduling. Options differ for Lightning Experience, Salesforce Classic, and Salesforce1. Customization Options for Tasks Optimize the way your sales reps manage theirwork. Options differ for Lightning Experience, Salesforce Classic, and Salesforce1.
- 73. Cloud Scheduler When you use Cloud Scheduler to request a meeting with a contact, lead, person account, or other Salesforce user, Salesforce creates a unique Web page for your meeting that displays the proposed meeting times. When invitees visit the page, they select the times that work for them, and send you a reply. Salesforce tracks all the responses so you can pick the best time to meet when you confirm the meeting. NOTE: On Phased Retirement from Winter 17.
- 74. Content and Folder Management Describe the capabilities of Salesforce Content (eg presentation assembly, content delivery, content packs, workspaces, tags). Describe how folders can be used to organize and secure communication templates, dashboards, reports, and documents.
- 75. Salesforce Content Management Organize, share, search, and manage content within your organization and across key areas of the Salesforce application Content can include all file types, from traditional business documents such as Microsoft PowerPoint presentations to audio files, video files, Web pages, and Google docs Stores files in fully searchable file repositories known aslibraries
- 76. Components of Salesforce CRM Content • Documents, files, Google docs, images • Contribute on the Libraries tab • Contain related content • Members contribute • Display information about contributed content • Control fields on content detail page • Selected during upload • Content that is bundled together • Updated to reflect changes • View delivered content in web browser • Track views and downloads
- 77. Salesforce Content & Libraries • Organize, share, search and manage content within your organization and across key areas of the Salesforce application • Includes all file types (i.e. Microsoft® PowerPoint , audio & video files, web pages and Google® docs • Users are given access to Libraries • Users can subscribe to content • Users can preview content without downloading • Contributors can tag content • Attach content to Accounts, Contacts, Campaigns, Leads, Opportunities, Products & custom objects
- 78. Salesforce Files Integrated into the Flow of Business • Salesforce Files places files where employees need them most —in project groups or attached to account records, marketing campaigns,or service cases. Synched and Mobile • With Salesforce Files, you stay in lockstep with your team on all of your devices, no matter where you are. Files are securely synced across any mobile device, ensuring that files are accurate, up to date, and accessible from any location. Always Secure, Always Available • Built on the Salesforce1 Platform, Salesforce Files is 1 0 0 % enterprise ready and completely secure. Now you can engage with all of your files, from any device.
- 79. Files Summary Any file you own and have access to is available to share or attach to posts or comments on Chatter feeds All file types are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs, image files, audio files, and video files. Files up to 2 GB can be uploaded by default. Maximum file size is determined by your organization.
- 80. Files Summary Continued Files are automatically added to the Files listwhen: • You upload a file. • You or someone else attaches a file to a Chatter feed or comment. This includes files attached to all public groups, whether you're a member or not, and private groups you're a member of, but not private groups you're not a member of. • You sync a file in your Salesforce Files folder. • Someone else shares a file privately with you using the Sharing dialog box. • You upload a file to a Salesforce CRM Content library. • Someone else uploads a file to a library you're a member of. • You or someone else creates a content pack or uploads a Web link in Salesforce CRM Content. You only see files from content packs and Web links you have access to.
- 81. Thank Y u