Getting Started
Workbook
Table of Contents
Step 1: Prepare for Success .......................................................................................................................................................................... 2
A. Determine your key players ................................................................................................................................................................... 2
B. Consider the type of implementation support you need ........................................................................................................................ 3
C. Get feedback and determine your validation approach ........................................................................................................................ 3
D. Get the word out - Create your communication plan ............................................................................................................................ 4
E. Identify and prioritize your business objectives ..................................................................................................................................... 5
F. Define your success metrics .................................................................................................................................................................. 9
Step 2: Create the User Experience ............................................................................................................................................................ 12
A. Define your sales process ................................................................................................................................................................... 13
B. Set-up Users........................................................................................................................................................................................ 14
C. Set-up Leads ....................................................................................................................................................................................... 15
D. Set-up Opportunities ........................................................................................................................................................................... 21
E. Set-up Activities ................................................................................................................................................................................... 28
F. Utilize Chatter ...................................................................................................................................................................................... 33
G. Download & Leverage Salesforce1..................................................................................................................................................... 34
H. Set-up Accounts .................................................................................................................................................................................. 34
I.
Set-up Contacts .................................................................................................................................................................................. 39
J. Align Salesforce to your business ....................................................................................................................................................... 43
Step 3: Enable the User Experience with Data .......................................................................................................................................... 44
A. Identify Data and Prepare Data for Import .......................................................................................................................................... 44
B. Import Data .......................................................................................................................................................................................... 45
C. Manage your Data ............................................................................................................................................................................... 46
Step 4: Deploy and Empower your Users................................................................................................................................................... 48
A. Plan your training ................................................................................................................................................................................ 48
B. Drive user adoption ............................................................................................................................................................................. 52
C. Track and measure success ............................................................................................................................................................... 53
D. Track achievement of business outcomes .......................................................................................................................................... 54
E. Continue the momentum ..................................................................................................................................................................... 54
Welcome to Salesforce!
This Getting Started 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 – determine who is involved and how to focus 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
Use this workbook to capture your goals, track your set-up checklist, and link to relevant Salesforce resources.
Visit the Getting Started Quickstart, the central hub of resources aimed at getting you up and running on Salesforce including:



Getting Started Webinar Series – This interactive webinar series shares best practices and proven approaches to help
you implement Salesforce. The four steps outlined in this workbook align to the four webinars in the series.
Getting Started Videos – The Getting Started series is available as on demand videos and align with the steps outlined
in this workbook.
Getting Started Community – Join this forum specifically created for new customers to ask questions and get answers
from Salesforce experts.
If you have a Premier Success Plan, be sure to visit the Premier Toolkit for additional resources, including the premier training
catalog and role based learning paths. If you have Premier Success & Administration, be sure to review the Admin Services
section for guidance on how to submit a request to your premier administrator to assist with common tasks.
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 1 of 54
Step 1: Prepare for Success
Watch the Prepare video or attend the Prepare webinar to learn how to define your vision, inspire your team and plan your
journey with the following activities:
A.
B.
C.
D.
E.
F.
Determine your key players
Consider the type of implementation support you need
Gather feedback and determine your validation approach
Get the word out and create your communication plan
Identify and prioritize your business objectives
Define your success metrics
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
Key Players
Sample
Executive
Sponsor
Business Process
Owner
System
Administrator
Data
Analyst
Champion
Champions the
project and sets the
business vision for
deployment.
Knows the sales
process steps and
maps them to
Salesforce.
Configures
Salesforce and
manages it day to
day.
Understands current
data and owns the
consolidation and
mapping of data.
Serves as liaison to
users to ensure
Salesforce meets
day-to-day needs.
X
X
Individual 1
Individual 2
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Getting Started Workbook – Page 2 of 54
B. Consider the type of implementation support you need
Determine if you are going to leverage a partner or self implement. Use the resources below to help you.


Recommended ways to find a partner: Local user groups, your Account Executive, and/or the AppExchange
Resource to help successfully implement with Salesforce partners - Link
C. Get feedback and determine your validation approach
A successful implementation includes ways to gather feedback and end user validation to determine if you are meeting your
objectives. Think about who will be involved and what you will need for user validation.
My Validation Plan (SAMPLE)
Key Questions
Approach
Sales Reps – John Scott, Helen Campbell
Who will validate the Salesforce solution (consider who is
most capable of testing the business processes)?
Sales Managers – Ted Taylor
Sales Assistants – Joe Zurich
Executives – Joanne Hunt
Test sandbox with configuration, user set-up, and small
amount of data
What are my environment needs?
What are the key timing considerations?
Avoid end of quarter
Work around Spring Break and April conference
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Getting Started Workbook – Page 3 of 54
My Validation Plan
Key Questions
Approach
Who will validate the Salesforce solution (consider who is
most capable of testing the business process)?
What are my environment needs?
What are the key timing considerations?
D. Get the word out - 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
Key Topics
Program vision
Key players
Pre-Launch
Business goals
Note: Many of the pre-launch topics can be sharing the information you’ve
captured in Step 1 of this workbook
Launch
Post Launch
Instructions on how to access Salesforce
How to get help (questions, training)
User recognition
User Tips/Tricks
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Getting Started Workbook – Page 4 of 54
Reminder of how to get help/ask questions
My Communication Plan
Timing
Key Topics
E. Identify and prioritize your business objectives
Set the destination for Salesforce by defining your vision, identifying the pain points to address, capturing & prioritizing your
goals and defining measurements to determine if you are achieving your goals.
1. 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 and give customers the communication channels they want.”
My Vision Statement
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Getting Started Workbook – Page 5 of 54
2. 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 – Page 6 of 54
Group
3. Capture & prioritize your goals and define measurements
Define your goals in terms of the hoped-for solutions for each target group. Set the priority to help focus your Salesforce
implementation efforts going forward. Think through the ways in which you would measure the achievement of these goals.
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
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Getting Started Workbook – Page 7 of 54
My Business Goals & Priorities (SAMPLE)
Goal
Get credit for work
Metric
Reduced employee attrition
Priority
Important
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 – Page 8 of 54
Priority
F. Define your success metrics
Understand what you will use to measure the success of your Salesforce implementation across usage and data quality, user
satisfaction and business performance.
1. Usage and Data Quality
My Usage/Data Quality Measures (SAMPLE)
Key Questions
Are users logging in?
Metrics
% of users logging into Salesforce
# accounts/contacts/opportunities created
Are users using the application?
# of active licenses
% of users running pipeline reports
Login leader board
Who is logging in most frequently?
Hall of Fame
Are users interacting with the application?
Average # of opportunities associated to an account
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 – Page 9 of 54
2. User Feedback
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 – Page 10 of 54
3. Business Performance
My Business Performance Measures (SAMPLE)
Key Questions
Metrics
YTD Sales
How is my team tracking with sales?
QTD Sales
Win Ratio for Current & Previous Year
New Business Pipeline
Do I have a sufficient pipeline?
Pipeline by Owner
Lead Conversion Rates
What is the quality of my leads?
Lead Conversion Rates by Source
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 – Page 11 of 54
Step 2: Create the User Experience
Watch the Create video or attend the Create webinar to learn how to adapt Salesforce to enable and improve your business
processes by completing the following core steps:
A.
B.
C.
D.
E.
F.
G.
H.
I.
J.
Define your sales process
Set-up Users
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
We will highlight links to the Set-up Salesforce Series throughout this Create section. The Set-up Salesforce Series includes
access to short 2-3 minute demonstration videos where experts guide you through completing baseline customization tasks,
such as setting up users or leads. After watching the demonstration, you can access a step by step walkthrough* which takes
you directly in to your instance of Salesforce to perform the task.
*Note: Walkthroughs are not currently supported in our new Lightning Experience user interface; they are available for
Salesforce Classic.
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Getting Started Workbook – Page 12 of 54
A. 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 – Page 13 of 54
B. Set-up Users
1. Set-up your role hierarchy
Key Considerations
Role Hierarchy
What role hierarchy will ensure that
your managers have access to the
same data as their employees?
Action
Resources
 Identify the roles you want to set-up
based on your organization’s
structure
 Create your role hierarchy and setup your roles
Help Article:
 Enter users
 Assign users to roles and profiles
Set-Up Salesforce Series:

Who Sees What: Data Visibility How To’s
Video
2. Enter Users
Salesforce Users
What employees would benefit with
access to Salesforce?

Set-up Users -Videos and Walkthroughs
(Classic UI only)
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Getting Started Workbook – Page 14 of 54
C. 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?
Resources
 Define the adjustments to standard
fields needed using the table below
 Hide unnecessary fields & related
lists
 Set required fields
 Update pick list values
 Set default values
 Utilize help text to guide users
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:
 Create/Modify Fields
Set-Up Salesforce Series:

Leads-Videos and Walkthroughs
(Classic UI only)
Help Article:




Guidelines for Creating Leads
Define Default Settings for Lead Creation
Standard Lead fields
How to update a Pick List
Salesforce Standard Fields
Standard Field
Name (* = required)
Data Type
Address
Address
Annual Revenue
Currency (18,0)
Campaign
Lookup
(Campaign)
Company*
Text (80)
Pick list Values
Default Value
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Getting Started Workbook – Page 15 of 54
Help Text
Want
Field?
Salesforce Standard Fields
Standard Field
Name (* = required)
Data Type
Created By*
Lookup (User)
Description
Long Text Area
(32000)
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
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 16 of 54
Help Text
Want
Field?
Salesforce Standard Fields
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
-Machinery
-Manufacturing
-Media
-Not for Profit
-Recreation
-Retail
-Shipping
-Technology
-Telecommunications
-Transportation
-Utilities
-Other
Last Modified By*
Lookup (User)
Last Transfer Date
Date
Lead Owner
Lookup (User,
Queue)
Lead Source
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
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 17 of 54
Help Text
Want
Field?
Salesforce Standard Fields
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
Help Text
-Unqualified
Mobile
Phone
Name
Name
Salutation
Pick list
First Name
Text (40)
Last Name
Text (80)
No. of Employees
Number (8,0)
Phone
Phone
Rating
Pick list
Title
Text (80)
Website
URL (255)
-Mr.
-Ms.
-Mrs.
-Dr.
-Prof.
-Hot
-Warm
-Cold
2. Add custom fields (if necessary)
Key Considerations
Lead Information
What additional lead information do I
Action
 Define custom fields needed using
the table below to drive reporting
Resources
Set-Up Salesforce Series:

Leads-Videos and Walkthroughs
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 18 of 54
Want
Field?
need to track for reporting purposes?
Do I need a more robust lead scoring
approach?




Custom Field Name
and decisions (common custom
fields provided)
Add custom fields
Adjust field location
Create validation rules (as
appropriate)
Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:

Create/Modify Fields

Validation Rule
(Classic UI only)
Help Article:


Defining Validation Rules
Examples of Validation Rules
AppExchange App:

Lead Scoring
Data Type (see Custom Field Types)
Service/Product Interest
Pick list
Other Lead Source
Text
Values
3. Determine your lead import approach & enter leads
Key Considerations
Action
Manually Enter Leads
Do you receive leads one at a time (i.e.
referrals, business cards)?
 No set-up required – enter leads
directly in Salesforce
References
Set-Up Salesforce Series:

Help Article:

Import Leads (optional)
Leads-Videos and Walkthroughs
(Classic UI only)
 Use Data Import Wizard to import
your leads
Guidelines for Creating Leads
Help Article:

Data Import Wizard
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 19 of 54
Do you purchase lists, spreadsheets?
If so
 Set up Web-to-Lead
Set Up Web-to-Lead (optional)
Help Article:

Do you have leads generated from
websites? If so
Setting Up Web-to-Lead
4. Assign Leads
 No set-up required – assign leads
(single or bulk) in Salesforce
Manual Lead Assignment
Do you have a low volume of leads?
Set-Up Salesforce Series:

Leads-Videos and Walkthroughs
(Classic UI only)
Help Article:

 Create lead queues
Lead Queues (optional)
Help Article:

Do you distribute leads to a group of
people for selection?
Lead Assignment Rules (optional)
Do you use any a process or set of
rules to distribute leads (i.e. regional,
industry, product)?
Assigning Leads
Creating Queues
 Create lead assignment rules
 Premier+ Success Plan: Admin
Services Review the Admin Case
Templates to submit a case for:
 Assignment Rules
Help Article:
 Create custom list view(s)
Set-Up Salesforce Series:

Creating Assignment Rules
AppExchange App:

Round Robin Assignment
5. Create custom list views
Custom List View
Are there particular fields that drive the
action you want to perform (i.e.
unassigned leads for ABC product
interest)

Leads-Videos and Walkthroughs
(Classic UI only)
Help Article:

Creating Custom List Views (Classic UI)
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Getting Started Workbook – Page 20 of 54
6. Adapt dashboards and reports
Analytics
What metrics do you need to run your
business? (Reference metrics you
defined in Step 1: Prepare for Success)
 Install Leads and Opportunity
Management Dashboards from the
AppExchange
 Adapt reports & dashboards to
align to your business
 Share the Reports & Dashboards
with appropriate users
 Premier+ Success Plan: Admin
Services: Admin Case Templates
to submit a case for:

Dashboard/Dashboard Component

Create a Report
Help Article:


Modify a Dashboard
Reports and Dashboards Quickstart
AppExchange App:

Leads and Opportunity Management
Dashboards
D. 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?
 Define the adjustments to standard
fields needed using the table below
 Hide unnecessary fields & related
lists
 Set required fields
 Customize standard field pick list
values
 Utilize help text to guide users
 Set default values
Resources
Set-Up Salesforce Series:

Opportunity-Videos and Walkthroughs
(Classic UI only)
Help Article:





Standard Opportunity fields
How to update a Pick List
Working with Forecast Categories
Viewing and Editing Contact Roles
Configure Salesforce with Custom Fields
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 21 of 54
 Define opportunity contact roles
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:

Create/Modify Fields
Standard Field
Name (* = required)
Data Type
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
Last Modified By*
Lookup (User)
Lead Source
Pick list
Default Value
-Omitted
-Pipeline
-Best Case
-Commit
-Closed
-Advertisement
-Employee Referral
-External Referral
-Partner
-Public Relations
-Seminar Internal
-Seminar Partner
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 22 of 54
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
Help Text
-Trade Show
-Web
-Word of mouth
-Other
Next Step
Text (255)
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
Type
Pick list
Recommendation:
align stages to
your sales
process defined
above in “Define
your sales
process”.
Recommendation: add the
definitions as help text as
defined above in “Define
your sales process”.
-Prospecting
-Qualification
-Discovery/Scoping
-Proposal/Price Quote
-Negotiation/Review
-Closed Won
-Closed Lost
-Existing Business
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 23 of 54
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
Help Text
-New Business
Opportunity Stage & Forecast Category Guidance (modify as needed to align to your business)
Stage
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
Contact Role Standard Values (modify as needed to align to your business)
Standard Field Name (* = required)
Contact Role
Data Type
Pick list
Pick list Values
-Business User
-Decision Maker
-Economic Buyer
-Economic Decision Maker
-Evaluator
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Getting Started Workbook – Page 24 of 54
Want
Field?
-Executive Sponsor
-Influencer
-Technical Buyer
2. Add custom fields (if necessary)
Key Considerations
Action
Opportunity Information
What additional opportunity 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
 Adjust field order
 Add validation rules
 Map lead conversion fields
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:

Create/Modify Fields

Validation Rule
Custom Field Name
Product Interest
Pick list
Other Lead Source
Text
Closed Lost Reason
Pick list
Resources
Set-Up Salesforce Series:

Opportunity-Videos and Walkthroughs
(Classic UI only)
Help Article:
 Create Custom Fields
Data Type (see Custom Field Types)
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 25 of 54
Values
3. Set up opportunity products
Key Considerations
Action
Opportunity products
Do you want to report on product
interest, sales trends and product
leads? Do you want to send quotes
that include line item quotes? If so,
you may want to leverage products and
price books.
 If you are not leveraging products &
price books:

Hide the products related list from the
opportunity page
Resources
Help Articles:


Opportunity Products Page Layout Set-up
Products & Pricebooks Data Load
 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)
4. Create list views
Key Considerations
Action
 Create custom list view(s)
Custom List Views
Resources
Set-Up Salesforce Series:

Are there particular fields that drive the
action you want to perform (i.e.
opportunities past close date)?
Opportunity-Videos and Walkthroughs
(Classic UI only)
Help Article:

Create List View (Classic UI only)
5. Create dashboards and reports
Analytics
What metrics do you need to run your
business? (Reference metrics you
defined in Step 1: Prepare for Success)
 Install the Leads and Opportunity
Management Dashboards from the
AppExchange
 Adapt dashboards and reports
based on your requirements
 Share the Reports & Dashboards
AppExchange App:

Lead and Opportunity Management
Dashboards
Help Article:


Reports and Dashboards Quickstart
Modify a Dashboard
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 26 of 54
with other users
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case for:


Dashboard/Dashboard Component
Create a Report
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 27 of 54
E. 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
Resources
Help Article:




Activities
Standard Task Fields
Standard Event Fields
How to update a Pick List
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+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:

Create/Modify Fields
Task Standard Fields
Standard Field
Name (* = required)
Assigned To*
Data Type
Pick list Values
Default Value
Lookup (User,
Calendar)
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 28 of 54
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Call Duration
Number (8, 0)
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
Default Value
-High
-Normal
-Not Started
-Completed
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 29 of 54
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Subject*
Pick list
Type
Pick list
Pick list Values
Default Value
Help Text
Want
Field?
Default Value
Help Text
Want
Field?
-Waiting on someone
else
-Deferred
-Call
-Email
-Meeting
-Send Letter/Quote
-Other
-Administrative
-Call
-Meeting
-Presentation
-Other
-Email
Event Standard Fields
Standard Field
Name (* = required)
Data Type
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
Pick list Values
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 30 of 54
Standard Field
Name (* = required)
Data Type
Pick list Values
End*
Date/Time
Last Modified By
Lookup (User)
Name
Lookup (Contact,
Lead)
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
Default Value
-Call
-Email
-Meeting
-Send Letter/Quote
-Other
-Administrative
-Call
-Meeting
-Presentation
-Other
-Email
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 31 of 54
Help Text
Want
Field?
2. Set-up Email Integration
Key Considerations
Action
Email integration
Do I need to synchronize Salesforce
with my email provider? If so:
Resources
 Define records to sync and
direction, using the table below
(recommendations included in
specs below)
 Complete integration set-up
Help Article:



Salesforce for Outlook
Email to Salesforce
Using Gmail in Salesforce
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)
Are there particular fields that drive the
action you want to perform (i.e. Tasks
due this week)?
Resources
Help Article:

Create List View (Classic UI only)
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 32 of 54
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)
 Modify dashboards and reports
based on your requirements
 Set up new reports and dashboards
and/or install free AppExchange
reports
 Premier+ Success Plan: Admin
Services
Admin Case Templates to submit a
case:


Help Article:


Reports and Dashboards Quickstart
Modify a Dashboard
AppExchange App:

Sales Activity Dashboard: AppExchange
Dashboard/Dashboard Component
Create a Report
F. Utilize Chatter
1. Utilize Chatter
Key Considerations
Action
Opportunity Collaboration
How do your sales teams collaborate
on deals?
 Collaborate on opportunities
Resources
Set-Up Salesforce Series:

Help Article:

Chatter Groups
What are groups that would foster
collaboration and help run aspects of
your business?
Chatter-Videos and Walkthroughs
(Classic UI only)
 Create Chatter groups
 Recommended groups:


Salesforce Training, Tips & Support
Company initiative or event
Chatter Quick Start
Set-Up Salesforce Series:

Chatter-Videos and Walkthroughs
(Classic UI only)
Help Article:

Create Chatter Group
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 33 of 54
G. 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?





Resources
Help Article:

Salesforce1 Mobile App: Admin Rollout
Guide
View/Modify/Create Contacts,
Accounts, Opportunities, Tasks
Collaborate with Chatter
View Reports & Dashboards
Utilize Today App
Branding
Page layouts
Navigation menu
Notifications
Publisher actions
Help Article:

Salesforce1 Mobile Resources
H. 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
 Define the adjustments to standard
fields needed using the table below
 Hide unnecessary fields & related
lists
Resources
Set-Up Salesforce Series:

Account-Videos and Walkthroughs
(Classic UI only)
Help Article:
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 34 of 54
 Set required fields
 Customize standard field pick list
values
 Set default values
 Utilize help text to guide users
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:
process?

Standard Field
Name (* = required)
Data Type
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
Created By*
Lookup (User)
Description
Long Text Area
(32000)
Employees
Number (8,0)
Account Overview
How to update a Pick List
Create/Modify Fields
Pick list Values
Account Name*


Default Value
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 35 of 54
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
Fax
Fax
Industry
Pick list
Last Modified By*
Lookup (User)
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
-Utilities
-Other
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 36 of 54
Help Text
Want
Field?
Standard Field
Name (* = required)
Data Type
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)
Pick list Values
Default Value
-Public
-Private
-Subsidiary
-Other
-Hot
-Warm
-Cold
-Analyst
-Press
-Competitor
-Prospect
-Customer
-Reseller
-Integrator
-Investor
-Partner
-Other
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 37 of 54
Help Text
Want
Field?
2. Add custom fields (if necessary)
Key Considerations
Action
Account Information
What additional account information do
I need to track for reporting purposes?
Custom Field Name
 Define custom fields needed using
the table below to drive reporting
and decisions
 Add custom fields
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:
 Create/Modify Fields
Resources
Set-Up Salesforce Series:

Account-Videos and Walkthroughs
(Classic UI only)
Help Article:

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
 Create an account hierarchy by
associating existing and/or new
Account to a Parent Account
 If loading accounts, include a
column with the parent account ID
and map that to the Parent Account
field in Salesforce
Resources
Help Article:

Account Settings
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 38 of 54
4. Create custom list views
Account Views
Are there particular fields that drive the
action you want to perform (i.e.
Customer Accounts, Competitor
Accounts)?
I.
 Create custom list views
Set-Up Salesforce Series:

Account-Videos and Walkthroughs
(Classic UI only)
Help Article:

Creating Custom List Views
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)
Account Name
Data Type
 Define the adjustments to standard
fields needed using the table below
 Hide unnecessary fields & related
lists
 Set required fields
 Set default values
 Utilize help text to guide users
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:
 Create/Modify Fields
Pick list Values
Resources
Set-Up Salesforce Series:

Contact-Videos and Walkthroughs
(Classic UI only)
Help Article:


Contacts Overview
How to update a Pick List
Premier Training:

Configure Salesforce with Custom Fields
Default Value
Lookup (Account)
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 39 of 54
Help Text
Want Field?
Standard Field
Name (* = required)
Data Type
Assistant
Text (40)
Asst. Phone
Phone
Birthdate
Date
Contact Owner
Lookup (User)
Created By*
Lookup (User)
Department
Text (80)
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
Pick list Values
Default Value
-Advertisement
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 40 of 54
Help Text
Want Field?
Standard Field
Name (* = required)
Data Type
Pick list Values
Default Value
-Employee Referral
-External Referral
-Partner
-Public Relations
-Seminar Internal
-Seminar Partner
-Trade Show
-Web
-Word of mouth
-Other
Mailing Address
Address
Mobile
Phone
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)
-Mr.
-Ms.
-Mrs.
-Dr.
-Prof.
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 41 of 54
Help Text
Want Field?
2. Add custom fields (if necessary)
Key Considerations
Action
Contact Information
What additional account information do
I need to track for reporting purposes?
Custom Field Name
 Define custom fields needed using
the table below to drive reporting
and decisions (common custom
fields provided)
 Add custom fields
 Adjust field locations on page
layout
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:
 Create/Modify Fields
Resources
Set-Up Salesforce Series:

Contacts-Videos and Walkthroughs
(Classic UI only)
Help Article:

Create Custom Fields
Data Type (see Custom Field Types)
Level/Role
Pick list
Active
Pick list
Values
-CEO
-VP
-Director
-Assistant
-Other
-Active (default)
-Not Active
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 42 of 54
J. Align Salesforce to your business
1. Take additional steps to align Salesforce to your business
Key Considerations
Action
Brand the Home Page
(Classic UI Only)
Do you want to further align Salesforce
to your business and improve the user
experience?
Clear the Clutter
(Classic UI Only)




Add your logo
Set up custom links
Add a message section
Display your favorite dashboard
Set-Up Salesforce Series:
 Remove tabs your users will not be
using from your tab layout
Set-Up Salesforce Series:
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?
Resources

Personalize-Videos and Walkthroughs
(Classic UI only)
Help Article:
 Designing Home Tab Page Layouts

Personalize-Videos and Walkthroughs
(Classic UI only)
Help Article:

 Create new sections with
meaningful section headers
 Customize related lists (i.e. fields
shown, order)
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case for:
 Page Layout Create/Change
 Add additional fields to make the
use of lookup fields easier
 Ensure relevant fields are returned
in search
Editing App Properties
Help Article:

Customizing Page Layouts with the
Enhanced Page Layout Editor
Help Article:

Specifying Lookup Filter Fields
(Classic UI Only)

Customize Search Layouts
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 43 of 54
Step 3: Enable the User Experience with Data
Watch the Enable video or attend the Enable webinar to improve user confidence in Salesforce and achieve business results
by migrating and maintaining data with the following steps:
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
Action
Data Analysis
What data is appropriate to migrate to
Salesforce? What are the sources of
my data?
Data Preparation
How clean is my data? Are there
duplicate names, companies, etc. that I
need to merge?
 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)
 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
(optional)
References
Videos:

Data Import Series
Videos:

Data Import Series
o Cleaning up your import file
o Cleaning and preparing your data
using excel
Help Article:



Preparing your data for import
Creating export files for import wizard (ACT,
Outlook, etc.)
How do I use an External ID to import
related records?
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 44 of 54
Key Considerations
Salesforce Preparation
Does Salesforce align to my data to
allow for data migration?
Action
 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
 Open up the “audit fields” like
Created Date to import true values
 Create a batch field to identify each
import
References
Help Article:

How to update a Pick List
B. Import Data
Key Considerations
Data Import Wizard
What is the best approach to load my
Action
 Chose data to import
 Edit field mapping
References
Videos:

Data Import Series
o Choosing the right tool
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 45 of 54
Key Considerations
Action
 Test on subsets of records before a
full import
 Review and start import
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case to:
 Create/Update/Delete Data
data?
References
o
Best practices for importing data
Help Article:

Which Data Import/Export Tool Should I
Use
C. Manage your Data
Key Considerations
Action
Educate on Data Quality
What standards should I have in place
to maintain my data?
Set-up Data Quality within
Salesforce
How can I set-up Salesforce to help
with data compliance?
References
 Use naming conventions
 Use address conventions
 Prevent duplicates
 Establish required fields
 Create default values
 Use data validation rules
Data Archive Strategy
How should I store the data that I am
not migrating to Salesforce? What
data should I archive and how
frequently?
 Determine archive strategy for data
you do not migrate
 Determine ongoing archive strategy
for data
Create Data Quality Dashboards
How can I monitor data quality and
 Install Data Quality Analysis
Dashboards from the AppExchange
Help Article:


Defining Validation Rules
Example Validation Rules
Help Article:

Reports and Dashboards Quickstart
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 46 of 54
Key Considerations
Action
 Adapt reports & dashboards to
align to your business
 Share the Reports & Dashboards
with appropriate users
 Premier+ Success Plan: Admin
Services: Review the Admin Case
Templates to submit a case for:
take action?


Back up Data
What is my approach to back up
Salesforce data to protect from internal
mistakes?


Modify a Dashboard
AppExchange App:
 Data Quality Analysis Dashboards
Dashboard/Dashboard Component
Create a report
 Options include:

References
Weekly Data Export Service
o Included with Enterprise and
above.
o Available for a fee for
Professional Edition Customers
Explore AppExchange for options
available for data backup
Help Article:

Exporting backup data
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 47 of 54
Step 4: Deploy and Empower your Users
Watch the Deploy video or attend the Deploy webinar to learn how to engage with your users and take action to achieve your
goals through the following steps:
A. Plan your training
B. Drive user adoption
C. Track and measure success
D. Track achievement of business outcomes
A. Plan your training
1. Identify your audience
Determine the audience groups that need to be trained and what scenarios are covered by Salesforce. Then map the
processes that are relevant to each audience.
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
Training Area
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 48 of 54
Reports & Dashboards
X
X
X
Audience 2
(#)
Audience 3
(#)
Audience Identification
Audience 1
(#)
Training Area
2. Determine relevant scenarios
Think through the typical processes your users will go through on a daily basis using Salesforce and focus training on these
processes. Document the scenario and the Salesforce functions you will want to cover in training.
Sales Rep Training Scenario (Sample)
Scenario
1. Runs her weekly sales meetings with the pipeline report
2. Reviews her teams’ completed and scheduled activities
3. Meets with sales rep to review pipeline, activities and lead
conversion
4. Reviews status of top 10 opportunities for the current month
5. Views selected key opportunities to understand pending
steps for close
6. Uses mobile device to check on monthly sales targets,
collaborates with sales reps on opportunities
Functionality
•
•
•
•
•
•
Reports & Dashboards: View and drill down on an
opportunity, activity and lead reports
Sales Process: Sales stages, update opportunities,
contact roles and products
Lead Process: Lead status, conversion
Activity Tracking: Create/update activities
Chatter: Post on opportunity and account records
Salesforce1: Today, Dashboards, Post, Opportunities,
Collaboration
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 49 of 54
Sales Manager Training Scenario (Sample)
Scenario
Functionality

1. Contacts leads to determine if they are an ideal prospect and
convert
2. Reviews account, opportunity and activity details before
speaking with customer
3. After customer meetings, updates opportunity sales stages
and creates an activity for follow up
4. Views Opportunity Management dashboard to prepare for
meeting with manager
5. Uses mobile device to view open tasks for the day





Reports & Dashboards: view and drill down on
opportunities
Lead Process: convert leads, update lead status
Sales Process: Sales stages, update opportunities,
contact roles and products
Activity Tracking: create/ update activities
Chatter: post on opportunity and account records
Salesforce1: Today, Dashboards, Post,
Opportunities, Collaboration
Training Scenario
Scenario
1.
Functionality
•
Note: Premier customers should leverage Premier Success Customizable End User Training - Link
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 50 of 54
3. Define your training paths
Training paths are the sequence of training and type of training you want your users to have. This can vary by the type of
audience (i.e. Sales Rep vs. Executive).
Training Plan (Sample)
Pre-requisite Training
Scenario Training
Post Go-Live
Basic Salesforce Training
(Self Paced)
Scenario-based Training
(In Person)
Refresher & Advanced Topics
(Web-based)








Getting Started:
Navigating Salesforce
Reports & Dashboards Quickstart
Lightning Reports & Dashboards
Chatter Basics
Sales Rep Scenarios (above)
Sales Manager Scenarios (above)

Top tips based on questions
How to leverage reports &
dashboards
Custom list views
Training Plan
Pre-requisite Training

Scenario Training

Post Go-Live

©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 51 of 54
B. Drive user adoption
Key Considerations
Action
Motivate
How will you encourage users to
leverage Salesforce?
Support
How will you support users if they have
questions on Salesforce?







Engage
How will you connect with your users
and understand feedback they have on
Salesforce?






Leverage executive leadership
Emphasize the value
Motivate by recognition
Develop incentives
Utilize super users
Document your support process
and share
Address problems quickly and
publicly
Offer refresher training
Develop a communication plan
Create feedback loops
Reach out to “resistors”
Utilize Chatter
“Walk the floor”
References
Help Article:

Defining Validation Rules
Set-Up Salesforce Series:

Chatter-Videos and Walkthroughs
(Classic UI only)
Help Article:
 Create Chatter Group
©Copyright 2015 salesforce.com, inc. All rights reserved.
Getting Started Workbook – Page 52 of 54
C. Track and measure success
Key Considerations
Action
 Modify dashboards and reports
based on your requirements
 Set up new reports and dashboards
and/or install free Adoption
Dashboard AppExchange
 Premier+ Success Plan: Admin
Services: Admin Case Templates
to submit a case for:
Measure Salesforce usage
How will you know if users are
leveraging Salesforce? What actions
will you take based on your
observations of usage?

Measure Data Quality
How will you keep your data up to date
and validate users are using Salesforce
appropriately?
How will you determine if pain points
are being addressed and if Salesforce
Help Article:



Adoption Dashboard AppExchange
Reports and Dashboards Quickstart
Modify a Dashboard
Dashboard/Dashboard Component
 Create a Report
 Modify dashboards and reports
based on your requirements
 Set up new reports and dashboards
and/or install free Data Quality
Analysis Dashboards AppExchange
 Premier+ Success Plan: Admin
Services: Admin Case Templates
to submit a case for:

Assess User Satisfaction
References
Help Article:



Data Quality Analysis Dashboards
Reports and Dashboards Quickstart
Modify a Dashboard
Dashboard/Dashboard
Component
 Create a Report
 Leverage chatter polls
 Distribute surveys and leverage
Survey Tools AppExchange
Help Article:


Chatter Polls
Survey Tools AppExchange
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Getting Started Workbook – Page 53 of 54
Key Considerations
Action
References
Action
References
is helping users reach their goals?
D. Track achievement of business outcomes
Key Considerations
Success metrics
Are all the metrics defined in Step 1:
Prepare for Success reflected in the
reports and dashboards?
 Review the metrics defined in Step
1: Prepare for Success (Usage/data
quality, User Satisfaction, Business
performance)
 Add/modify reports and dashboard
to have access to relevant metrics
to manage your business and take
action
 Install adoption dashboards to track
usage of Salesforce
 Premier+ Success Plan: Admin
Services: Admin Case Templates
to submit a case for:

Dashboard/Dashboard Component

Create a Report
Help Article:






Salesforce CRM Dashboards
Sales Activity Dashboards
Service & Support Dashboards
Salesforce Mobile Dashboard for iPad
Reports and Dashboards Quickstart
Modify a Dashboard
E. Continue the momentum
Be sure to continue to build upon your Getting Started success. Refer to the “Go Further” section on the Getting Started quick
start for recommended next steps.
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Getting Started Workbook – Page 54 of 54