sfa mgr pg_ 1st day

Sales Force Automation for Supervisors and Managers

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Sales Force Automation

SFA for Supervisors and Managers

Participant Guide Revised: 7/9/2010

SFA Training

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Introduction

Slide #: Welcome to Sales Force Automation for Managers / Supervisors

Purpose Welcome to Sales Force Automation training for Managers and Supervisors. The SFA our new Customer Resource Management tool will provide state of the art tracking of nodes, turfs, addresses, and products. Most importantly it will provide front-line support to employees, customers, and continued growth of our products and services.

This training session will introduce SFA and familiarize you with the key tasks for managing your DSRs and teams.

Benefits

Why Are We Implementing SFA?

Improve the performance of our 4000 residential Direct Sales Representatives (DSRs)

Improve our ability to manager their sales efforts and report the results

Better support our organizational foundation and sales strategy

Plan, manage, and assign turf based on important criteria (including node, zip code information, and knock history)

Produce improved leads for DSRs—targeted, detailed, productive

Provide targeted address clusters for a specific area.

Gain deeper visibility into your Team’s sales and performance

Access more detailed, real time reports (including graphs and charts, rep level and upwards)

Review reps’ daily sales plans


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Slide #: Course Objectives

Course Objectives

At the completion of this training, you will be able to:

Understand how SFA works, features and functionality

Use SFA to support the 6 Step Sales Process

Meet the company objectives

Analyze and assign nodes

Filter and assign turf

Create and use reports

Address GPS Location

Use dashboards to evaluate performance

Slide # : Course Structure and Training Agenda

Course Structure and Agenda

Let’s take a look at course structure for learning SFA:

1. Overview of topic 2. Discuss SFA use and benefits 3. Demonstration by me (Monitors off, please) 4. You try it (Practice exercise) 5. Debrief, troubleshoot, Q&A, discuss on-the-job

application

During this training, we will cover:

Training Logins and Passwords

Logging into Salesforce.com

SFA Home Tab

Key Glossary Terms

Icons

Nodes, Filtering and Assigning Turf

SFA Training

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Module 1: Training Logins and Passwords

Introduction This module provides information about application logins for the training sandbox and the live production SFA environment. Users will be accessing the training environment (https://test.salesforce.com) during training session, but then accessing the true production environment (https://www.salesforce.com or https://login.salesforce.com) after training ends.

Note: Usernames should be set up as the employee’s Comcast email address.

Module Objectives At the completion of this module, you will be able to:

Successfully log into SFA Training Lab (practice)

Login to the live production site

Module Agenda

During this module, we will cover:

Lesson 1: Login to SFA Training Lab

Lesson 2: Login to live production site

https://test.salesforce.com/

https://www.salesforce.com/

https://login.salesforce.com/


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Lesson 1: Login to SFA Training Lab

Introduction Users will be accessing the training environment (https://test.salesforce.com) during training session, however users shouldn’t log in prior to their trainer instructing them to do so. This training environment will provide the necessary real life experiences that you’ll see once you back into your region.

SFA Training Lab Login

Step Action

1. Open you Internet Explorer and type in the address bar https://test.salesforce.com, press the “Enter” key.

2. Click the Customer Login button.

3. After you click the Customer Login button, you visit the web page: http://login.salesforce.com.

4. In the User Name field, type your Comcast email address, which is your user name.

NOTE: Your first password is provided to you by an administrator over email.

5. In the Password field, type your password. 6. Click the Login button.

NOTE: Only click the Remember User Name checkbox if you are logging in from a computer that only you use. If you are logging into a computer you share with others or a public computer, do NOT click this checkbox.

7. The Home page is displayed

NOTE: If you are logging in for the first time, you will be prompted to change your password and set up your security questions. Follow the instructions provided on the screen. After you have completed these steps, the Home page is displayed.



http://login.salesforce.com/

SFA Training

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Lesson 2: Logging into Salesforce.com

Introduction Users will be accessing the live production environment (https: //www. salesforce.com)) or (https://login.salesforce.com) during training session, however users shouldn’t log in prior to their trainer instructing them to do so. This training environment will provide the necessary real life experiences that you’ll see once you back into your region.

SFA Production Login

Step Action

1. Open you Internet Explorer and type in the address bar https://www.salesforce.com, press the “Enter” key.

2. Click the Customer Login button.

3. After you click the Customer Login button, you visit the web page: http://login.salesforce.com.

4. In the User Name field, type your Comcast email address, which is your user name.

NOTE: Your first password is provided to you by an administrator over email.

5. In the Password field, type your password. 6. Click the Login button.

NOTE: Only click the Remember User Name checkbox if you are logging in from a computer that only you use. If you are logging into a computer you share with others or a public computer, do NOT click this checkbox.


NOTE: If you are logging in for the first time, you will be prompted to change your password and set up your security questions. Follow the instructions provided on the screen. After you have completed these steps, the Home page is displayed.

Additional Information

If logged into salesforce.com but do not perform any actions in the system for 1.5 hours, you will be automatically logged out.

https://www.salesforce.com/

http://login.salesforce.com/


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Module 2: SFA Home Tab / Icons & Key Glossary Terms

Introduction This module provides information about SFA Home Tab, Icons and Key Glossary Terms that are needed to navigate through the application. When you log into the application the “Home Tab” is the first active screen you will see, to the right of the “Home Tab” there are additional tabs. By clicking on the different tabs you can navigate through different screens. These screens provide records and data which can be viewed and edited.


Navigate through the SFA tabs

Identify SFA Icons

Understand Key Glossary Terms

Module Agenda


Lesson 1: Navigate SFA tabs

Lesson 2: Identify SFA Icons & Key Glossary Terms

SFA Training

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Lesson 1: Navigate SFA Tabs

Introduction When logging into Salesforce.com, the first screen you see is the Home page. At the top right of the screen, you will see multiple tabs. These tabs will allow you to navigate through application to access Turf, Playlist, Addresses, Reports, Dashboards, Documents, and much more.

SFA Tab Navigation

Step Action

1. Login to the training environment, User Name & Password. (https://test.salesforce.com)

2. Click the Login button.

NOTE: Only click the Remember User Name checkbox if you are logging in from a computer that only you use.


NOTE: If you are logging in for the first time, you will be prompted to change your password and set up your security questions.

4. Click the “Left” arrow under the “Home” tab.

NOTE: The “Left Navigation Bar” will display. 5. Next, click the “Turf” tab. The “Turf” screen will display 6. Next, click the “Playlist” tab. The “Playlist” screen will

display 7. Next, click the “Address” tab. The “Address” screen

will display 8. Next, click the “Reports” tab. The “Reports” screen will

display 9.

Next, click the “Dashboards” tab. The “Dashboards” screen will display.

NOTE: Personal performance information can be viewed.

10. Next, click the “Documents” tab. The “Documents” screen will display



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Lesson 2: Identify Icons & Glossary of Terms

Introduction In this lesson we will identify the Icons & Terms that SFA will provide for the user. SFA uses many different visual icons to represent tab views, editing, options, and help features.

SFA Icons Edit Icon: On several pages you will see the small pencil icon on the

right side of certain fields. This icon represnets the ability to edit that field.

Look Icon: You might see the lock icon on the right sid of certain fields. This icon shows the filed is “locked” and you are not able to edit the information in the field.

Help Icon: If you see the question mark icon, use your mouse to hover directly over it. A small pop up box appears and provides specific details for that field.

Info Icon: If you see the “I” icon, use your mouse to hover directly over it. A small pop up box appears and provides specific information in that field.

Additional Information:

Be sure to use the Go! button to enter information or launch a search.

Red-lined fields like this are required fields and must be completed before you can proceed.

SFA Training

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Use the Refresh button to be sure you’ve got the latest information.

Glossary of Terms


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Module 3: Nodes Filtering and Assigning Turf

Introduction This module provides information about Node filtering and assigning turf to DSRs within SFA. Managers can filter nodes to remove potentially unproductive turf from the pool of assignable turf in SFA. By filtering nodes, the managers can ensure that DSRs do not spend valuable time knocking on unproductive doors.

We’ll also look at filtering and assigning turf to DSRs by various criteria within the turf. The criteria can be based on SFU, MDU, Active, Former, Never status or Complex Code, Supersegment or Microsegment.


Filter Nodes

Filtering Unproductive Nodes

Assign “Turf” based on filtering criteria

Module Agenda


Lesson 1: Filtering Nodes

Lesson 2: Filtering Unproductive Nodes

Lesson 3: Assigning Turf to DSRs

SFA Training

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Lesson 1: Filtering Nodes

Introduction This lesson will identify the filtering out of the node to determine if you have single family homes, Mdu’s, etc… Strategy of filtering the turf by indicating the criteria of the filter, such as:

SFU’s Sort by billing / Late payment Less than 3 products Upgrades Winbacks Universal Sweep

Filtering nodes can be done by viewing a list of nodes from a Zip Code or you can view an individual “Node Record” within SFA region or territory.

Filter Node Procedure

Step Action

1. Click the “Nodes” tab, then the Nodes Home page will display.

2. From the View drop-down menu, select the Node Selection option and the click Go!

Note: If Node Selection is already showing in the View dropdown menu, click Go! To see the nodes displayed in that view.

3. Double click in the “Do Not Assign” column to filter out a node.

4. Select the “Do Not Assign” checkbox from “Edit Do Not Assign” pop-up box

Note: The node cannot be assigned to turf or a DSR unless the “Do Not Assign” check is un-checked and the changes are saved


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Lesson 2: Filtering Unproductive Nodes

Introduction This lesson will identify unproductive node filtering procedures within SFA. This will allow the Managers to remove any areas of the turf that are not productive, such as bad debt, bad addresses, and dropped sales.

Filtering Unproductive Node Procedure

Step Action

1. Click the “Nodes” tab, then the Nodes Home page will display.

2. From the View drop-down menu, select the Node Selection option and the click Go!

Note: If Node Selection is already showing in the View dropdown menu, click Go! To see the nodes displayed in that view.

3. Click the “Node ID” column to view and edit the node 4. Determine if the node should be assigned, if not:

Select the “Do Not Assign” checkbox from “Edit Do Not Assign” pop-up box

5. Click “Save” to save changes.

Note: The node cannot be assigned to turf or a DSR unless the “Do Not Assign” check is un-checked and the changes are saved

SFA Training

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Lesson 3: Assigning Turf to DSRs

Introduction This lesson will identify how Managers can assign turf to Supervisors, who then can assign to DSRs. Filtering and assigning turf helps you create targeted turf that is grouped together by location so that DSRs can be more productive with their time.

Assigning Turf Procedure

Step Action

1. Click the Turf Assignment tab 2. Enter Zip Code or Node

Note: You must enter information in at least one of the Criteria fields marked “Zip Code or Node” for information to be retrieved.

3. Select from “Select Any of These Criteria” fields, enter information by typing street name, city, or select dropdowns, or use the “Ctrl” key to select multiple items.

4. Type “Yes” in the Dwelling Type field for assigning addresses with complex codes.

Type “No” in the Dwelling Type field for assigning addresses that do not have codes.

5. Select the appropriate “Status” that applies 6. Choose the appropriate “Complex Code” for the

address 7. Select the correct “Supersegment” from the dropdown 8.

Select the correct “Microsegment” from the dropdown 9. Click the calendar for “Last Knock Date” to ensure DSRs

don’t repeat knocking the same address 10. Select the “Disconnect Criteria” to filter turf

information.