Getting Started
Workbook
Table of Contents
Step 1: Prepare for Success .................................................................................................................................................. 2
A.
Determine Your Key Players ....................................................................................................................................... 3
B.
Consider the Type of Implementation Support You Need ........................................................................................ 4
C.
Define Your Vision Statement ..................................................................................................................................... 4
D.
Set Your Destination ................................................................................................................................................... 5
E.
Define Your Salesforce Implementation Measures ................................................................................................... 8
F.
Plan Your Validation Process ................................................................................................................................... 11
G.
Create Your Communication Plan ............................................................................................................................ 12
H.
Define Your Sales Process ....................................................................................................................................... 13
Step 2: Create the User Experience .................................................................................................................................... 14
A.
Set-up Leads .............................................................................................................................................................. 15
B.
Set-up Opportunities ................................................................................................................................................. 21
C.
Set-up Activities ........................................................................................................................................................ 27
D.
Utilize Chatter ............................................................................................................................................................ 32
E.
Download & Leverage Salesforce1........................................................................................................................... 33
F.
Set-up Accounts ........................................................................................................................................................ 34
G.
Set-up Contacts ......................................................................................................................................................... 39
H.
Align Salesforce to your business ........................................................................................................................... 44
Step 3: Enable the User Experience with Data .................................................................................................................. 46
A.
Identify Data and Prepare Data for Import ............................................................................................................... 46
B.
Import Data ................................................................................................................................................................ 47
C.
Manage your Data ...................................................................................................................................................... 48
Step 4: Deploy and Empower your Users .......................................................................................................................... 50
Welcome to Salesforce!
This workbook was designed to help you get off to a great start and fast track your deployment in 4 steps:
Step 1: Prepare for Success - define your vision, inspire your team and plan your journey.
Step 2: Create the User Experience - adapt Salesforce to enable and improve your business processes.
Step 3: Enable the User Experience with Data - import clean data and create valuable reports.
Step 4: Deploy and Empower your Users - train, support, motivate and engage your users by driving business
outcomes.
You can use this workbook to capture your goals, track your set-up checklist and link to relevant Salesforce help and training.
We invite you to join the Getting Started Webinar Series (http://webevents.force.com/s/success-webinars.html), where we
share customer examples and proven approaches to implement Salesforce. The 4 steps in this workbook align to the 4
webinars in the series.
Be sure to also join our Getting Started Community (http://bit.ly/GettingStartedSalesforce) to post questions and get answers
from Salesforce, other customers and our partners.
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Getting Started Workbook Pilot Draft – Page 1 of 51
Step 1: Prepare for Success
Define your vision, inspire your team and plan your journey with the following activities:
A.
B.
C.
D.
E.
F.
G.
H.
Determine Your Key Players
Consider the Type of Implementation Support You Need
Define Your Vision Statement
Build Your Roadmap – identify your pain points, capture your goals, prioritize your goals
Define Your Salesforce Implementation Measures
Plan Your Validation Process
Create Your Communication Plan
Define the steps you go through in the sales process
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Getting Started Workbook Pilot Draft – Page 2 of 51
A. Determine Your Key Players
Use this worksheet to identify the people who will be critical to making Salesforce a success at your company. Individuals can
have multiple responsibilities.
Key Responsibilities
Executive
Sponsor
Champions the
project and sets
the business vision
for deployment.
Process Owner
Knows the sales
process steps and
maps them to
Salesforce.
Salesforce
Administrator
Sets-up Salesforce
and manages it
day to day.
Key Players
Sample
X
Data SME
Champion
Understands
current data and
owns the
consolidation and
mapping of data.
Serves as liaison to
the users to ensure
Salesforce meets
day-to-day needs.
X
Individual 2
Individual 3
Individual 4
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Getting Started Workbook Pilot Draft – Page 3 of 51
B. Consider the Type of Implementation Support You Need
Several customers chose an implementation partner for speed to value, ability to scale, etc. For information on how to find a
partner, ask your Account Executive and leverage the AppExchange2 link - http://appexchange.salesforce.com/consulting.
If considering self-implementation, assess if you:





Have strong in-house expertise
Plan to leverage standard Salesforce modules (Accounts, Contacts, Leads, Opportunities)
Plan to limit automation and integration functionality
Do not require customization/coding to meet requirements
Have clean data to import into Salesforce standard modules (Accounts and Contacts)
C. Define Your Vision Statement
Define a clear purpose for your Salesforce initiative, drive ongoing commitment, and provide a way to measure and prove
results. Questions to ask: What will your business look like in 3 to 5 years from now? What future customer needs do you
want to satisfy?
My Vision Statement (SAMPLE)
“Build and maintain long-term relationships with valuable customers by creating personalized experiences across all touch
points and by anticipating customer needs and providing customized service.”
“Customer loyalty is our highest priority.”
“Provide the highest level of personalized service for all customers and give customers the communication channels they
want.”
My Vision Statement
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Getting Started Workbook Pilot Draft – Page 4 of 51
D. Set Your Destination
Set the destination for your Salesforce initiative - document your pain points, define your goals and prioritize your goals.
1. Identify Your Pain Points
As a preliminary step, capture the issues various groups face.
My Pain Points (SAMPLE)
Pain Point
Group
Need better pipeline visibility
Sales
Difficult to quantify why deals are lost to key competitors
Sales
Need a better way to track leads
Sales/Marketing
Need a way to track the ROI of marketing efforts
Marketing
Unable to track forecasted revenue from all profit centers
Management
Need ability to identify top performers in every group
Management
Limited knowledge of last time I spoke to someone; I repeat the same information
Prospect
Didn’t follow-up when promised
Prospect
My Pain Points
Pain Point
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Getting Started Workbook Pilot Draft – Page 5 of 51
Group
2. Capture & Prioritize Your Goals
Define your goals in terms of the hoped-for solutions for each target group. Think through the ways in which you would
measure the achievement of these goals. Then set the priority to help focus your Salesforce implementation efforts going
forward.
My Business Goals & Priorities (SAMPLE)
Goal
Metric
Priority
What does the executive team hope to get out of Salesforce?
Identify top performers
Reps with highest revenue closed
Important
Identify top customers
Top deals by revenue
Must Have
Capture leads from the website
x% increase in leads
Nice to Have
What do the managers hope to get out of Salesforce?
Better visibility into the pipeline
100% of deals are shown in Salesforce
Important
Know why key deals are lost
Count by closed lost reason
Must Have
Increase close rates
Increase close rate by x%
Must Have
Relevant reports for top management
CRM pipeline reports
Must Have
Make sure leads are not dropped
Reduce dropped leads from x to y
Important
What are the goals for your end users of Salesforce?
Easy access to collateral
Document consistency
Important
Ability to work “on the go”
Increase effectiveness by x%
Must Have
Get credit for work
Reduced employee attrition
Important
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Getting Started Workbook Pilot Draft – Page 6 of 51
My Business Goals & Priorities (SAMPLE)
Goal
Metric
Priority
What are the goals for your customers related to the Salesforce solution?
Know history of interactions
Higher customer satisfaction scores
Must Have
Use my time wisely
Increase close rate
Important
My Business Goals & Priorities
Goal
Metric
What does the executive team hope to get out of Salesforce?
What do the managers hope to get out of Salesforce?
What are the goals for your end users of Salesforce?
What are the goals for your customers related to the Salesforce solution?
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Getting Started Workbook Pilot Draft – Page 7 of 51
Priority
E. Define Your Salesforce Implementation Measures
Understand what you will use to measure the success of your Salesforce implementation across usage and data quality, user
satisfaction and business performance.
1. Usages and Data Quality
My Usage/Data Quality Measures (SAMPLE)
Key Questions
Metrics
Are users logging in?
% of users logging into Salesforce
# activities created
# of active licenses
Login leader board
Hall of Fame
# accounts/contacts/opportunities created
# of accounts with activities
Average # of opportunities associated to an account
Are users using the application?
Who is logging in most frequently?
Are key functionalities being utilized?
Are users interacting with the application?
Are users taking advantage of the functionalities?
% of opportunities w/opportunity line items
% of users running pipeline reports
Are they collaborating effectively?
# of Chatter feed posts
Are opportunities up to date?
# of open opportunities with close dates in the past
My Usage/Data Quality Measures
Key Questions
Metrics
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Getting Started Workbook Pilot Draft – Page 8 of 51
2. User Satisfaction
My User Satisfaction Measures (SAMPLE)
User Survey Questions
Is the training helping you perform your job?
Have you improved lead qualification?
Do you find competitor information quickly?
Is collaboration helping to close deals faster?
My User Satisfaction Measures
User Survey Questions
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Getting Started Workbook Pilot Draft – Page 9 of 51
3. Business Performance
My Business Performance Measures (SAMPLE)
Key Questions
Metrics
YTD Sales
QTD Sales
Win Ratio for Current & Previous Year
New Business Pipeline
Pipeline by Owner
Lead Conversion Rates
Lead Conversion Rates by Source
How is my team tracking with sales?
Do I have a sufficient pipeline?
What is the quality of my leads?
Are we remaining engaged with our customers?
Accounts with no activities last 90 days
My Business Performance Measures
Key Questions
Metrics
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Getting Started Workbook Pilot Draft – Page 10 of 51
F. Plan Your Validation Process
A successful implementation includes user validation to determine if you are meeting your objectives and if the Salesforce
solution is easy to use. Think about who will be involved and what you will need for user validation.
My Validation Plan (SAMPLE)
Key Questions
Approach
Who will validate the Salesforce solution (consider who is
most capable of testing the business processes)?
Have I included various personalities in the validation
process?
What are my environment needs?










What are the key timing considerations?
Sales Reps – John Scott, Helen Campbell
Sales Managers – Ted Taylor
Sales Assistants – Joe Zurich
Executives – Joanne Hunt
Resister – Joe Zurich
Champion – Joanne Hunt, Ted Taylor
Neutral – John Scott
Test sandbox with configuration, user set-up, and
small amount of data
Avoid end of quarter
Work around Spring Break and April conference
My Validation Plan
Key Questions
Approach
Who will validate the Salesforce solution (consider who is
most capable of testing the business process)?
What are the personalities of those involved?
What are my environment needs?
What are the key timing considerations?
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Getting Started Workbook Pilot Draft – Page 11 of 51
G. Create Your Communication Plan
Determine the timing, owners and key topics to build enthusiasm and keep users updated on the Salesforce initiative.
My Communication Plan (SAMPLE)
Timing
Pre-Launch
Launch
Post Launch
Key Topics








Program vision
Key players
Business goals
Note: Many of the pre-launch topics can be sharing the information you’ve
captured in Step 1 of this workbook
Instructions on how to access Salesforce
How to get help (questions, training)
User recognition
User Tips/Tricks
Reminder of how to get help/ask questions
My Communication Plan
Timing
Key Topics
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Getting Started Workbook Pilot Draft – Page 12 of 51
H. Define Your Sales Process
Define the steps you go through to close a deal (i.e. your sales funnel). Define the criteria required prior to moving to the next
stage.
My Sales Stages (SAMPLE)
Stages
Lead
Enter this stage when:
Individual is received through lead source, they are not a current customer and
interest is not confirmed
Prospecting
Individual is an existing customer with a new opportunity
Qualification
Individual has been contacted and expressed interest
Discovery/Scoping
Proposal/Price Quote
Negotiation/Review
Closed- Won/Lost
Interactions to understand individual needs for a particular deal are in progress
Proposal/quote is getting developed
Individual has proposal and has not made decision
Individual accepts/rejects proposal
My Sales Stages
Stages
Enter this stage when:
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Getting Started Workbook Pilot Draft – Page 13 of 51
Step 2: Create the User Experience
Adapt Salesforce to enable and improve your business processes by completing the following core steps:
A.
B.
C.
D.
E.
F.
G.
H.
Set-up Leads
Set-up Opportunities
Set-up Activities
Utilize Chatter
Download and Leverage Salesforce1
Set-up Accounts
Set-up Contacts
Align Salesforce to your business
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Getting Started Workbook Pilot Draft – Page 14 of 51
A. Set-up Leads
1. Adjust the standard fields to match my business
Key Considerations
Action
Lead Standard Fields
What adjustments to standard fields
would align Salesforce to my business
process?
Standard Field
Name (* = required)
Data Type
Address
Address
Annual Revenue
Currency (18,0)
Campaign
Lookup
(Campaign)
Company*
Text (80)
Created By*
Lookup (User)
Description
Long Text Area
(32000)
References
 Define the adjustments to
standard fields needed using
the table below
 Remove unnecessary fields
 Change field locations
 Set required fields
 Update pick list values
 Set default values
 Utilize help text to guide users
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
Pick list Values






Guidelines for Creating Leads
Customizing Lead Settings: Help
Article
Standard Lead fields: Help Article
Configure Salesforce with Custom
Fields
How to update a Pick List
How to change the look & feel of
Salesforce
Default Value
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Getting Started Workbook Pilot Draft – Page 15 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Do Not Call
Checkbox
Email
Email
Email Opt Out
Checkbox
Fax
Fax
Fax Opt Out
Checkbox
Industry
Pick list
Pick list Values
Default Value
-Agriculture
-Apparel
-Banking
-Biotechnology
-Chemicals
-Communications
-Construction
-Consulting
-Education
-Electronics
-Energy
-Engineering
-Entertainment
-Environmental
-Finance
-Food & Beverage
-Government
-Healthcare
-Hospitality
-Insurance
-Machinery
-Manufacturing
-Media
-Not for Profit
-Recreation
-Retail
-Shipping
-Technology
-Telecommunications
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Getting Started Workbook Pilot Draft – Page 16 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
-Transportation
-Utilities
-Other
Last Modified By*
Lookup (User)
Last Transfer Date
Date
Lead Owner
Lookup (User,
Queue)
Pick list
-Advertisement
-Employee Referral
-External Referral
-Partner
-Public Relations
-Seminar Internal
-Seminar Partner
-Trade Show
-Web
-Word of mouth
-Other
Lead Status*
Pick list
-Open
-Contacted
-Qualified
-Unqualified
Mobile
Phone
Name
Name
Lead Source
Salutation
Pick list
First Name
Text (40)
Last Name
Text (80)
-Mr.
-Ms.
-Mrs.
-Dr.
-Prof.
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Getting Started Workbook Pilot Draft – Page 17 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
No. of Employees
Number (8,0)
Phone
Phone
Rating
Pick list
Title
Text (80)
Website
URL (255)
Pick list Values
Default Value
Help Text
Want
Field?
-Hot
-Warm
-Cold
2. Add custom fields (if necessary)
Key Considerations
Lead Information
What additional lead information do I
need to track for reporting purposes?
Do I need a more robust lead scoring
approach?
Custom Field Name
Action
 Define custom fields needed
using the table below to drive
reporting and decisions
(common custom fields
provided)
 Add custom fields
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
References


Configure Salesforce with Custom
Fields
Lead Scoring: AppExchange
Data Type (see Custom Field Types)
Service/Product Interest
Pick list
Other Lead Source
Text
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Getting Started Workbook Pilot Draft – Page 18 of 51
Values
3. Determine your lead import approach
Key Considerations
Action
Manual Lead Creation
Do you receive leads one at a time (i.e.
referrals, business cards)?
Lead Import
Do you purchase lists, spreadsheets?
If so
Web-to-Lead
References
 No set-up required – users
directly create leads in
Salesforce

Guidelines for Creating Leads: Help
Article
 Use Data Import Wizard to
import your leads

Data Import Wizard
 Set up Web-to-Lead

Setting Up Web-to-Lead
 No action required – users
assign leads (single or bulk) in
Salesforce
 Create lead queues

Assigning Leads: Help Article

Creating Queues: Help Article
 Create lead assignment rules
 Premier+ reference Admin
Request: Assignment Rules to
submit your case

Creating Assignment Rules: Help
Article
Round Robin Assignment:
AppExchange
 Complete lead conversion
mapping

Do you have leads generated from
websites? If so
4. Define assignment rules
Manual Lead Assignment
Do you have a low volume of leads?
Lead Queues
Do you distribute leads to a group of
people for selection?
Lead Assignment Rules
Do you use any a process or set of
rules to distribute leads (i.e. regional,
industry, product)?

5. Set up lead conversion
Lead Conversion
Does your lead contain custom fields
that you want to carry over after

Understanding Lead Conversion:
Help Article
Lead Conversion Mapping: Help
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 19 of 51
conversion?
Article
6. Create custom list views
Custom List View
 Create list view(s)

Creating Custom List Views: Help
Article
 Modify dashboards and reports
based on your requirements
 Set up new reports and
dashboards and/or install free
AppExchange reports
 Premier+ reference Admin
Request:
Dashboard/Dashboard
Component and Admin
Request: Create a Report to
submit your case

Lead and Opportunity Management
Dashboards AppExchange
Reports and Dashboards Quickstart
Modify a Dashboard
Are there particular fields that drive the
action you want to perform (i.e.
unassigned leads for ABC product
interest)
7. Create dashboards and reports
Analytics
What metrics do you need to run your
business? (Reference metrics you
defined in Step 1: Prepare for Success)


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Getting Started Workbook Pilot Draft – Page 20 of 51
B. Set-up Opportunities
1. Adjust the standard fields to match my business
Key Considerations
Action
Opportunity Standard Fields
What adjustments to standard fields
would align Salesforce to my business
process?
Standard Field
Name (* = required)
Data Type
 Define the adjustments to
standard fields needed using
the table below
 Remove unnecessary fields
 Change field locations
 Set required fields
 Update pick list values
 Set default values
 Utilize help text to guide users
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
Pick list Values
Account Name*
Lookup (Account)
Amount*
Currency (16,2)
Close Date*
Date
Created By*
Lookup (User)
Description
Long Text Area
(32000)
Expected Revenue
Currency (16,2)
Forecast Category
Pick list
References






Opportunities & Quotes – Sales
Cloud Demo
Create and Track Opportunities
Standard Opportunity fields: Help
Article
Configure Salesforce with Custom
Fields
How to update a Pick List
How to change the look & feel of
Salesforce
Default Value
-Omitted
-Pipeline
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Getting Started Workbook Pilot Draft – Page 21 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
Help Text
-Best Case
-Commit
-Closed
Last Modified By*
Lookup (User)
Lead Source
Pick list
Next Step
Text (255)
-Advertisement
-Employee Referral
-External Referral
-Partner
-Public Relations
-Seminar Internal
-Seminar Partner
-Trade Show
-Web
-Word of mouth
-Other
Opportunity Name* Text (80)
Opportunity Owner
Lookup (User)
Primary Campaign
Source
Lookup
(Campaign)
Private
Checkbox
Probability
Percent (3,0)
Quantity
Number (16,2)
Stage*
Pick list
Recommendation:
align stages to
your sales
process defined in
Step 1: Prepare
for Success.
Recommendation: add the
definitions as help text as
defined in Step 1: Prepare
for Success.
-Prospecting
-Qualification
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Getting Started Workbook Pilot Draft – Page 22 of 51
Want
Field?
Standard Field
Name (* = required)
Type
Data Type
Pick list Values
Default Value
Help Text
-Discovery/Scoping
-Proposal/Price Quote
-Negotiation/Review
-Closed Won
-Closed Lost
-Existing Business
-New Business
Pick list
2. Add custom fields (if necessary)
Key Considerations
Action
Opportunity Information
What additional opportunity information
do I need to track for reporting
purposes?
Custom Field Name
Closed/Lost Reason
 Define custom fields needed
using the table below to drive
reporting and decisions
(common custom fields
provided)
 Add custom fields
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
References

Create Custom Fields
Data Type (see Custom Field Types)
Pick list
Competitors
Lookup to Account (account type =
Competitor)
Products/Services of interest (convert
from lead)
Pick list
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 23 of 51
Values
Want
Field?
3. Adjust forecast category and probability
Key Considerations
Action
 Define forecast categories and
probability using the table below
(recommendation provided;
align to stages defined in Step
1: Prepare for Success)
 Adjust forecast categories and
probability, as necessary
Forecast Category and Probability
Set up the stages in your sales cycle
and the percentage of closing certainty
at each stage
Stage
References

Working with Forecast Categories
Probability
Forecast Category
Prospecting
10%
Pipeline
Qualification
20%
Pipeline
Discovery/Scoping
50%
Pipeline
Proposal/Price Quote
75%
Pipeline
Negotiation/Review
90%
Pipeline
Closed Won
100%
Closed
Closed Lost
0%
Omitted
4. Set up opportunity products
Key Considerations
Opportunity products
Do you want to report on product
interest, sales trends and product
Action
References
If you are not leveraging products &
price books:

 Hide the products related list

Opportunity Products Page Layout
Set-up
Products & Pricebooks Data Load
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Getting Started Workbook Pilot Draft – Page 24 of 51
leads? Do you want to send quotes
that include line item quotes? If so,
you may want to leverage products and
price books.
from the opportunity page
If you are leveraging products &
price books:
 Adjust the opportunity product
layout (as needed)
 Input your products (manual or
via data load)
 Input your standard price book
(and additional price books, as
necessary)
5. Adjust opportunity contact roles
Key Considerations
Action
Opportunity Contact Roles
Adjust contact roles necessary to align
to your business
 Define the pick list values for
Opportunity Contact roles using
the table below
 Adjust opportunity contact roles
Standard Field Name (* = required)
Contact Role
References


Viewing and Editing Contact Roles
Additional options for updating pick
lists
Data Type
Pick list
Pick list Values
-Business User
-Decision Maker
-Economic Buyer
-Economic Decision Maker
-Evaluator
-Executive Sponsor
-Influencer
-Technical Buyer
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Getting Started Workbook Pilot Draft – Page 25 of 51
6. Create list views
Key Considerations
Action
Custom List Views
References
 Create list view(s)

Create List View
 Modify dashboards and reports
based on your requirements
 Set up new reports and
dashboards and/or install free
AppExchange reports
 Premier+ reference Admin
Request:
Dashboard/Dashboard
Component and Admin
Request: Create a Report to
submit your case

Lead and Opportunity Management
Dashboards: AppExchange
Reports and Dashboards Quickstart
Modify a Dashboard
Are there particular fields that drive the
action you want to perform (i.e.
opportunities past close date)?
7. Create dashboards and reports
Analytics
What metrics do you need to run your
business? (Reference metrics you
defined in Step 1: Prepare for Success)


©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 26 of 51
C. Set-up Activities
1. Adjust the standard fields to match my business
Key Considerations
Action
Activity Standard Fields
What adjustments to standard fields
would align Salesforce to my business
process?
 Define the adjustments to
standard fields needed using
the table below
 Remove unnecessary fields
 Change field locations
 Set required fields
 Update pick list values
Note: Activity Type defaults as
hidden from users.
Recommendation is to update
profile visibility, add field to
activity page layout and adjust
pick list values as needed
 Set default values
 Utilize help text to guide users
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
References






Creating Activities: Help Article
Standard Task Fields
Standard Event Fields
Configure Salesforce with Custom
Fields
How to update a Pick List
How to change the look & feel of
Salesforce
Task Standard Fields
Standard Field
Name (* = required)
Assigned To*
Call Duration
Data Type
Pick list Values
Default Value
Lookup (User,
Calendar)
Number (8, 0)
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 27 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Call Object
Identifier
Text (255)
Call Result
Text (255)
Call Type
Pick list
Comments
Long Text Area
(32000)
Create Recurring
Series of Tasks
Pick list
Created By
Lookup (User)
Due Date
Date/Time
Email
Email
Last Modified By*
Lookup (User)
Name*
Lookup (Contact,
Lead)
Phone
Phone
Priority*
Pick list
Related To
Lookup
Send Notification
Email
Checkbox
Status*
Pick list
Subject*
Pick list
Default Value
-High
-Normal
-Not Started
-Completed
-Waiting on someone
else
-Deferred
-Call
-Email
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 28 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Type
Data Type
Pick list Values
Default Value
Help Text
Want
Field?
Default Value
Help Text
Want
Field?
-Meeting
-Send Letter/Quote
-Other
-Administrative
-Call
-Meeting
-Presentation
-Other
-Email
Pick list
Event Standard Fields
Standard Field
Name (* = required)
Data Type
Pick list Values
All-Day Event
Checkbox
Assigned To*
Lookup (User,
Calendar)
Created By
Lookup (User)
Date
Date/Time
Description
Duration
Long Text Area
(32000)
Number (8, 0)
Email
Email
End*
Date/Time
Last Modified By
Lookup (User)
Name
Lookup (Contact,
Lead)
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 29 of 51
Standard Field
Name (* = required)
Data Type
Location
Text (255)
Phone
Phone
Private
Checkbox
Related To
Lookup
Show Time As
Pick list
Start*
Date/Time
Subject*
Pick list
Time
Date/Time
Type
Pick list
Pick list Values
Default Value
Help Text
Want
Field?
-Call
-Email
-Meeting
-Send Letter/Quote
-Other
-Administrative
-Call
-Meeting
-Presentation
-Other
-Email
2. Set-up Email Integration
Key Considerations
Action
Email integration
Do I need to synchronize Salesforce
with my email provider? If so:
 Define records to sync and
direction, using the table below
(recommendations included in
specs below)
 Complete integration set-up
References




Salesforce for Outlook
My Email to Salesforce
Using Gmail in Salesforce
AppExchange: Gmail integration
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 30 of 51
Email Integration Specifications
Item
Sync
Direction
Email
Yes
Email provider to Salesforce
Tasks
Yes
Two way
Events
Yes
Two way
Contacts
No
None
3. Create list views
Key Considerations
Action
Custom List Views
 Create list view(s)

Create List View
 Modify dashboards and reports
based on your requirements
 Set up new reports and
dashboards and/or install free
AppExchange reports
 Premier+ reference Admin
Request:
Dashboard/Dashboard
Component and Admin
Request: Create a Report to
submit your case

Sales Activity Dashboard:
AppExchange
Reports and Dashboards Quickstart
Modify a Dashboard
Are there particular fields that drive the
action you want to perform (i.e. Tasks
due this week)?
4. Create dashboards and reports
Analytics
What metrics do you need to run your
business? (Reference metrics you
defined in Step 1: Prepare for Success)


©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 31 of 51
D. Utilize Chatter
1. Utilize Chatter
Key Considerations
Action
Opportunity Collaboration
How do your sales teams collaborate
on deals?
Chatter Groups
What are groups that would foster
collaboration and help run aspects of
your business?
 Enable Chatter
 Collaborate on opportunities
(ask for information to support
an opportunity, follow an
important opportunity to receive
updates)
 Create Chatter groups
References

Chatter Resources

Create Chatter Group
Recommendations to get started:
 Salesforce Training, Tips & Support
 Company initiative or event
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 32 of 51
E. Download & Leverage Salesforce1
1. Download & Leverage Salesforce1
Key Considerations
Action
Download & Leverage Salesforce1
How do you enable Salesforce1 to look
at and edit data on your mobile device?
 Have users download
Salesforce1 app (via Apple
AppStore or Google Play)
 Leverage common ways to use
Salesforce1



Customize Salesforce1 (optional)
What additional set-up can improve the
Salesforce1 experience?





View/Modify/Create Contacts,
Accounts, Opportunities, Tasks
Collaborate with Chatter
View Reports & Dashboards
 Utilize Today App
Branding
Page layouts
Navigation menu
Notifications
Publisher actions
References







Learn About the Salesforce1 App:
Help Article
Salesforce1 Overview of Device
Installation: Help Article
Salesforce1 Today Demo
Contacts and Accounts on the Go
Task Management on Mobile
Set up your organization to use
Salesforce1 App
Salesforce1 Mobile Resources
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 33 of 51
F. Set-up Accounts
1. Adjust the standard fields to match my business
Key Considerations
Action
Account Standard Fields
What adjustments to standard fields
would align Salesforce to my business
process?
Standard Field
Name (* = required)
Data Type
 Define the adjustments to
standard fields needed using
the table below
 Remove unnecessary fields
 Change field locations
 Set required fields
 Update pick list values
 Set default values
 Utilize help text to guide users
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
Pick list Values
Account Name*
Text (80)
Account Number
Text (40)
Account Owner
Lookup (User)
Account Site
Text (80)
Account Source
Pick list
Annual Revenue
Currency (18,0)
Billing Address
Address
References




Account Overview
Configure Salesforce with Custom
Fields
How to update a Pick List
How to change the look & feel of
Salesforce
Default Value
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 34 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Created By*
Lookup (User)
Description
Long Text Area
(32000)
Employees
Number (8,0)
Fax
Fax
Industry
Pick list
Default Value
-Agriculture
-Apparel
-Banking
-Biotechnology
-Chemicals
-Communications
-Construction
-Consulting
-Education
-Electronics
-Energy
-Engineering
-Entertainment
-Environmental
-Finance
-Food & Beverage
-Government
-Healthcare
-Hospitality
-Insurance
-Machinery
-Manufacturing
-Media
-Not for Profit
-Recreation
-Retail
-Shipping
-Technology
-Telecommunications
-Utilities
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 35 of 51
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
-Other
Last Modified By*
Lookup (User)
Ownership
Pick list
Parent Account
Lookup
(Account)
Phone
Phone
Rating
Pick list
Shipping Address
Address
SIC Code
Text (20)
SIC Description
Text (80)
Ticker Symbol
Content (20)
Type
Pick list
Website
URL (255)
-Public
-Private
-Subsidiary
-Other
-Hot
-Warm
-Cold
-Analyst
-Press
-Competitor
-Prospect
-Customer
-Reseller
-Integrator
-Investor
-Partner
-Other
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 36 of 51
Help Text
Want
Field?
2. Add custom fields (if necessary)
Key Considerations
Action
 Define custom fields needed
using the table below to drive
reporting and decisions
 Add custom fields
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
Account Information
What additional account information do
I need to track for reporting purposes?
Custom Field Name
References

Create Custom Fields
Data Type (see Custom Field Types)
Values
3. Create Account Hierarchy (if necessary)
Key Considerations
Account Hierarchy
Do you track multiple locations,
franchises, subsidiaries, etc. on an
Account? If so:
Action
References
 Associate accounts/create
relationships using the account
look-up field on the account
 If loading accounts, include a
column with the parent account
ID and map that to the Parent
Account field in Salesforce.

Account Hierarchy
 Create custom list views

Creating Custom List Views: Help
4. Create custom list views
Account Views
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 37 of 51
Are there particular fields that drive the
action you want to perform (i.e.
Customer Accounts, Competitor
Accounts)?
Article
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 38 of 51
G. Set-up Contacts
1. Adjust the standard fields to match my business
Key Considerations
Action
Contact Standard Fields
What adjustments to standard fields
would align Salesforce to my business
process?
Standard Field
Name (* = required)
Data Type
 Define the adjustments to
standard fields needed using
the table below
 Remove unnecessary fields
 Change field locations
 Set required fields
 Update pick list values
 Set default values
 Utilize help text to guide users
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
Pick list Values
Account Name
Lookup (Account)
Assistant
Text (40)
Asst. Phone
Phone
Birthdate
Date
Contact Owner
Lookup (User)
Created By*
Lookup (User)
Department
Text (80)
References




Contacts Overview
Configure Salesforce with Custom
Fields
How to update a Pick List
How to change the look & feel of
Salesforce
Default Value
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 39 of 51
Help Text
Want Field?
Standard Field
Name (* = required)
Data Type
Description
Long Text Area
(32000)
Do Not Call
Checkbox
Email
Email
Email Opt Out
Checkbox
Fax
Fax
Fax Opt Out
Checkbox
Home Phone
Phone
Last Modified By*
Lookup (User)
Last Stay-InTouch Request
Date
Date/Time
Last Stay-InTouch Save Date*
Date/Time
Lead Source
Pick list
Mailing Address
Address
Mobile
Phone
Pick list Values
Default Value
-Advertisement
-Employee Referral
-External Referral
-Partner
-Public Relations
-Seminar Internal
-Seminar Partner
-Trade Show
-Web
-Word of mouth
-Other
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 40 of 51
Help Text
Want Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Name*
Name
Salutation
Pick list
First Name
Text (40)
Last Name
Text (80)
Other Address
Address
Other Phone
Phone
Phone
Phone
Reports To
Lookup (Contact)
Title
Text (80)
Default Value
Help Text
Want Field?
-Mr.
-Ms.
-Mrs.
-Dr.
-Prof.
2. Add custom fields (if necessary)
Key Considerations
Action
Contact Information
What additional account information do
I need to track for reporting purposes?
 Define custom fields needed
using the table below to drive
reporting and decisions
(common custom fields
provided)
 Add custom fields
 Premier+ reference Admin
Request: Create/Modify Fields
to submit your case
References

Create Custom Fields
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 41 of 51
Custom Field Name
Data Type (see Custom Field Types)
Active
Pick list
Level/Role
Pick list
Values
-Active (default)
-Not Active
-CEO
-VP
-Director
-Assistant
-Other
3. Retain history on a contact when they leave a company
Key Considerations
Action
Active Custom Field
What happens to a contact record
when they leave the company?
Recommendation is to “inactivate”
contact versus delete a contact to
retain history. Deleting a contact also
deletes all associated activities.
References
 Define custom fields needed
using the table above
 Create a custom Active field on
the contact record with options
of “Active” or “Not Active” and
default of “Active”
 Filter contact reports to show
“Active” contacts only.
 When a contact leaves a
company, select ‘Not Active’. If
the contact moved to a new
account, re-enter the contact on
the new account.

Create Custom Fields
 Enable social contacts


Enable Social Contacts
Social Account, Contact & Leads
Overview
4. Enable Social Contacts
Social Contacts
Do you want to increase your users’
access to social intelligence (LinkedIn,
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 42 of 51
Twitter, Facebook, Klout, YouTube)?
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 43 of 51
H. Align Salesforce to your business
1. Take additional steps to align Salesforce to your business
Key Considerations
Action
Brand the Home Page
Do you want to further align Salesforce
to your business and improve the user
experience?
Clear the Clutter
Are more tabs showing than what you
will be using?
Improve Usability with Page Layouts
Now that you have your custom fields
added, can you further organize the
page to align field order to your
process?
Improve Usability with Search
Modification
Are there additional fields that can help
users find the data they need?
Validate metrics can be tracked in
dashboards
Are all the metrics defined in Step 1:
Prepare for Success reflected in the
References
 Add your logo
 Provide Salesforce support
instructions
 Set up custom links
 Add a message section
 Display your favorite dashboard
 Remove Quick Create
 Remove tabs your users will not
be using from your tab layout

Designing Home Tab Page Layouts

Editing App Properties
 Create new sections with
meaningful section headers
 Customize related lists (i.e.
fields shown, order)
 Premier+ reference Admin
Request: Page Layout
Create/Change to submit your
case
 Add additional fields to make
the use of lookup fields easier
 Ensure relevant fields are
returned in search

Customizing Page Layouts with the
Enhanced Page Layout Editor

Specifying Lookup Filter Fields
 Review the metrics defined in
Step 1: Prepare for Success
(Usage/data quality, User



Adoption Dashboard AppExchange
Chatter Polls
CRM Dashboards AppExchange
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 44 of 51
reports and dashboards you’ve built?



Add Validation Rules
Are there key process steps you want
to enforce (i.e. you cannot move to
“Closed-Lost” opportunity stage without
a reason entered) or data you want to
verify meets standards?
Create Workflows and Approvals
Are there processes that can be
automated based on criteria?
Note: Available
in: Enterprise, Performance, Unlimited,
and Developer Editions. Available for
additional cost in: Professional Edition

Satisfaction, Business
performance)
Add/modify reports and
dashboard to have access to
relevant metrics to manage your
business and take action
Premier+ reference Admin
Request:
Dashboard/Dashboard
Component and Admin
Request: Create a Report to
submit your case
Create validation rules (as
appropriate)
Premier+ reference Admin
Request: Validation Rule to
submit your case
 Create workflow rules
 Create approval processes
 Premier+ reference Admin
Request: Create/Modify
Workflow and Admin Request:
Create Approval Process to
submit your case


Reports and Dashboards Quickstart
Modify a Dashboard


Defining Validation Rules
Examples of Validation Rules




Create Workflow Rules video
Examples of workflow rules
Approval Process Overview
Examples of approval process
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 45 of 51
Step 3: Enable the User Experience with Data
Prepare, import and manage your data to improve user confidence in Salesforce and to achieve business results.
A. Identify Data and Prepare Data for Import
B. Import Data
C. Manage your Data
A. Identify Data and Prepare Data for Import
Key Considerations
Data Analysis
Determine the appropriate data to
migrate
Data Preparation
Prepare to import your files into
Salesforce
Action
 Determine data that will be
imported and the source of the
data (consider: objects that are
relevant and clean as well as
the duration you should go
back)
 Determine archive strategy for
data you do not migrate
 Export field name columns from
Salesforce to create your data
import template (no need to
change column headers if using
ACT, Outlook, GoldMine, Palm
Desktop)
 Include the record owner ID
 Populate required fields
 Use valid pick list values
(example: Not Started, In
Review, Complete)
 Include an import batch field
References

Importing Data Overview


Preparing your data for import
Cleaning and preparing your data
using excel
Preparing your data for import
article
Creating export files for import
wizard (ACT, Outlook, etc.)
How do I use an External ID to
import related records? (Help
Article)



©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 46 of 51
Key Considerations
Salesforce Preparation
Prepare Salesforce for data import
Action
(optional)
 Add Created By and Created
Date fields (optional, requires a
opening a case with Salesforce
to open up fields)
 Include legacy system data ID
(optional)
 Examine data and correct errors
 Delete duplicates
 Correct spelling
 Enforce standards
 Fill-in incomplete fields
 Identify required fields

 Create custom fields
 Add pick list values

 Add a field or legacy system
data ID
 Use formula fields when
possible
 Open up the “audit fields” like
Created Date to import true
values
 Create a batch field to identify
each import
References
Configure Salesforce with Custom
Fields
How to update a Pick List
B. Import Data
Key Considerations
Action
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 47 of 51
References
Key Considerations
Action
 Chose data to import
 Edit field mapping
 Test on subsets of records
before a full import
 Review and start import
 Premier+ reference Admin
Request: Create/Update/Delete
Data to submit your case
Data Import Wizard
Complete data import wizard
References




Should I Use Data Loader Video
Which Data Import/Export Tool
Should I Use
Best practices for importing data
Import data in the right order
C. Manage your Data
Key Considerations
Action
 Use naming conventions
 Use address conventions
 Prevent duplicates
Educate on Data Quality
Train your users on steps to improve
data quality
Set-up Data Quality within
Salesforce
Enforce data quality through salesforce
configuration
Create Data Quality Dashboards
Monitor data quality and take action
Back up Data
Salesforce.com recommends that all
customers back up their Salesforce
data to protect yourself from internal
References
 Establish required fields
 Create default values
 Use data validation rules
 Create adoption dashboards
 Determine user satisfaction
assessment approach
 Create business performance
dashboards
Options include:


Defining Validation Rules


Adoption Dashboard AppExchange
CRM Dashboards AppExchange

Exporting backup data
Enterprise and Unlimited Edition
Customers: Weekly Data Export
Service
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 48 of 51
Key Considerations
mistakes
Action


Professional Edition Customers:
available for a fee
Explore AppExchange for
options available for data
backup
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 49 of 51
References
Step 4: Deploy and Empower your Users
Identify the audience, determine the best training path and deliver.
Audience Identification (Sample)
Sales Reps
(10)
Sales Managers
(2)
Executive
(1)
Salesforce Basics
X
X
X
Lead Process
X
X
Sales Process
X
X
Activity Tracking
X
Account & Contact
Management
X
Reports & Dashboards
X
Training Area
X
X
Audience 2
(#)
Audience 3
(#)
Audience Identification
Training Area
Audience 1
(#)
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 50 of 51
Create Training Path per Role
Training Path – Sales Rep (Sample)
Note: Premier customers should leverage Premier Success Customizable Training - Link
©Copyright 2014 salesforce.com, inc. All rights reserved.
Getting Started Workbook Pilot Draft – Page 51 of 51