sfdc crm ready reckoner

8/10/2019 SFDC CRM Ready Reckoner

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SFDC CRM Ready

Reckoner for Testers

Kamna Saran

Ananya Banerjee


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Change History

Document

Version#

Person Date Action Details

0.1 Kamna Saran

Ananya Banerjee

1/25/2013 Created CRM Concepts and SFDC Terminologies

1.0 Kamna Saran

Ananya Banerjee

2/22/2013 Updated Incorporated review comments


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Agenda Salesforce CRM Basics

Introduction to Sales Cloud

Sales Lifecycle Overview of Standard Objects and business process

Introduction to Service Cloud

Service Lifecycle

Overview of Standard Objects and business process

Live Agent Computer Telephony Integration

Analytics

Salesforce Terminologies

Security Model (Roles and Profiles)

Fields Page Layout

Record Types

Business Process

Customer Portal and Single Sign On

Chatter


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Open Items

1. Partner Relationship Management31 March 2013

2. CRM Testing Basics - 30 April 2013


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Overview Purpose:

The new onboard SFDC Testers often face challenge in understanding what CRM is and what does

SFDC do. They spend considerable amount of time in trying to learn the basics.

The purpose of this presentation is to provide basic functional knowledge for a new onboard

functional tester to understand the concepts of Sales and Service cloud.

Intended Audience: Newly onboard Testing Resources

Existing testing resources (Reference material )

Value Add: Learning Cycle Time Reduction as this will serve as a consolidated reference material for a newly on

boarded resource as they will not have to search at many places.

Savings for Leads as the effort and time spent for training will be reduced. For e.g.:

Average Time spent

by a new joiner on

understanding CRM

and SFDC Concepts

(Hr)

Average Time Spent

by an experienced

team member/lead

to help a new joiner

(Hr)

Time Needed to go

through the

reference guide and

trainings (Hr)

Time needed from

experienced team

member/lead (Hr)

Total Savings per

New Joiner (Hr)

45 10 15 1 39


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References

Next Step &References: Online Trainings on https://help.salesforce.com

Contacts:

Ananya Banerjee

Kamna Saran
https://help.salesforce.com/https://help.salesforce.com/


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What is CRM?CRM is a comprehensive way to manage the relationship with your customers including

potential customers for long-lasting and mutual benefit.

The resulting information mosaic is then used to create and automate a variety of processes

that identify, and describe, valuable customers. Most important, these processes help you

personalize new and ongoing interactions to cost-effectively acquire, stay close to, and retain

these "good" customers.

Operational CRMsupports traditional transactional processing for day-to-day front-officeoperations or systems that deal directly with the customer.

Analytical CRMsupports back-office operations and strategic analysis and includes all

systems that do not deal directly with the customers


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Accounts &Contacts

Integrated ContentLibrary

Genius

AppExchange

Partners

Forecasting& Analytics

Email &

ProductivityReal-Time Approvals& Workflow

Leads &

Opportunities

The Sales Cloud helps sales reps, managers, and execs to build stronger relationships

with customers, gain better visibility into sales, and close more deals


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Advertise yourbusiness on Google

Take five minutes

to write your ad

and select a couple

keywordseven target

your ad locally.

People click onyour ad

When people search

on Google, your ad is

displayed and traffic is

driven to your site.

Convert leads into

customersUpdate deal information,

track opportunity

milestones, and record

all opportunity-related

interactions.

Capture leadsfrom your Web site

Prospects fill out a Web

form, which creates a

lead in Salesforce that is

routed to your sales

team.

Manage customer

relationshipsAcquire deep knowledge

of every account,

facilitate collaboration,

and build and maintain

strong, lasting customer

relationships.

Measure whats working

A real-time view of your business

A single solution for insight

Customizable reports

Manage thefollow-up process

Log calls, send emails,

and update the status of

your leads so that you

never miss an

opportunity.

Acquire New Customers and Grow Your BusinessGenerate leads by advertising your business online with Google AdWords.

Turn those leads into new customers with Salesforce CRM.


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CampaignsWe can say that Campaigns are marketing tactics that are designed to achieve specific

goals that can be tracked and measured

Marketing campaigns can take many forms. Traditional approaches include advertising,seminars, and trade shows. Newer tactics also include online technologiessuch as

Webinars, email, search engine marketing (SEM), and social mediato connect directly

with prospects

Campaigns allow marketers to track at a granular level how their marketing tactics are

performing, from lead generation to pipeline creation


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Leads Leads in Salesforce.com are those people who youre interested in working with, but

you dont know if theyre interested in working with you.

The sales teams can then follow up on and qualify that leadthat is, determine

whether it has a realistic chance of closing. If the lead qualifies, the team "converts" it

in the application.

Lead Assignment RulesSpecify how leads are assigned to users or queues as theyare created manually, captured from the web, or imported via the lead import wizards.


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Web To Lead With Web-to-Lead, you can gather information from your companys

website and automatically generate up to 500 new leads a day.


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Lead Conversion What does converting leads mean?

A lead is a new contact who is potentially interested in purchasing a product or service. When a Lead is

converted it means that the Lead becomes a Contact (person), Account (company), and an Opportunity

(potential sale) in the Salesforce.com system.

Why is converting leads important?

Converting leads helps you keep track of where you are in the sales cycle with your contacts. When you

convert a lead, Salesforce CRM also creates a new account, contact, and opportunity so that you can easily

track every time you talk to the lead and everything you send that person


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Accounts Accounts are your organization's customers, competitors, and partners. Each account

stores information such as name, address, and phone numbers. For each account, you can

store related information such as opportunities, activities, cases, partners, contracts, andnotes.

Business accounts represent the other companieswith which your organization does

business. For business accounts, the individuals who work at those companies are

represented by contacts.

Person accounts represent the individual consumerswith whom your company does

business, such as a financial services client, an online shopper, or a vacation traveler.

Partner accounts are business accounts that a channel manager uses to manage partnerorganizations, partner users, and activities.

Account Teams - An account team is a team of users that work together on an account.

For example, your account team may include an executive sponsor, dedicated support

representative, and project manager.


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ContactsContacts are the people associated with your accounts that you need to track

in Salesforce. For each contact, you can store various kinds of information, such asphone numbers, addresses, titles, and roles in a deal.

Contact Role - A contact role defines the part that a contact or person account plays in

a specific account, case, contract, or opportunity


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Opportunity Opportunities display important details about the deals your teams are working on,

like how much each one is worth, who you're competing against, and what stage the

deal is in. An opportunity team is a set of users that normally work together on sales

opportunities. A typical opportunity team might include the account manager, the

sales representative, and a pre-sales consultant.


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Products and Price Books Products are the individual items that you sell on your opportunities and quotes.

A price book contains products and their associated prices.

You can create a product and associate it with a price in a price book.

Each product with its associated price is referred to as a price book entry.


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Quotes A quote is a record showing proposed prices for products and

services. Quote can be created from an opportunity and itsproducts.

When a quote is created:

A unique quote number is added.

Any products on the opportunity are copied to the quote as lineitems.

The grand total is recalculated based on any taxes or shipping

information you entered.

When quote is complete, a PDF can be generated and emailed

to the customer.

Quotes syncing lets you link a quote to the opportunity it was

created from and synchronize all updates between the two records


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Forecasts A forecast is your best estimate of how much revenue you can generate in a quarter.

This amount is divided between:

Commit Amount- the amount you can confidently close

Best Case Amount- the total amount of revenue you might possibly generate.

A managers forecast should include the amount of revenue the entire team can

generate together.


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A Customer Calls

The customer may be

calling you directly or

they may have been

transferred to you.

Search Salesforce

The first thing you want

to do is search

Salesforce to see what

information is

available.

Assign Tasks

Often times youll need

to assign a follow-up

task for yourself or

someone else on your

team.

Gather Insight

By clicking on a contact or

account, you can view all

their activity history,

outstanding follow-up items,

and other pertinent

information.

Follow Up

Assigning tasks in

Salesforce improves

collaboration and creates

true accountability.

Update Information

Salesforce provides a place

to log call notes, save

important emails, and

update information so

everyone knows where

things stand.

Manage Customer RelationshipsWhen you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them.

You can then use Salesforce to capture call notes and create a follow-up task if need be.

Measure whats working

A real-time view of your business

A single solution for insight Customizable reports


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The Service Cloud helps Agents, managers and execs to provide more responsive

customer service, increase agent productivity, reduce service costs, and gain better

visibility into service organization

Service

Cloud

Manager

Call Center

EmailSearch

Social

Partners

Chat

Customer Portal Ideas


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Streamline Your Service and Support OrganizationEffective customer service benefits everyonecustomers, agents, supervisors, and the companys bottom line. Deliver outstanding and consistent

service and support across many channels including phone, email, Web, and chat.

Customer Logs a Case

When a customer has a

problem, they can log a case

online or call your support

team.

Case Is Routed

Cases can be

automatically routed to

a queue based upon

business rules.

Case Closed

The agent

communicates thesolution over the phone

uses an email templateand closes the case.

Gather Insight

An agent works the case,

reviewing account

information such as

entitlements and activity

history.

Customer Portal

The customer has 24/7

self-service access to

their case history, the

knowledgebase, and the

online community

through the customer

portal.

Find Solutions

The agent can quickly solve

the case using suggested

solutions from the

knowledgebase.


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Cases A case is a description of a customers feedback, problem, or question which enables

companies to create and track issues coming in from every channel, and

automatically route and escalate whats important.

A case team is a team of users that work together on a case. For example, case team

may include a support rep, support manager, and a product manager.

Case Assignment RulesDetermine how cases are assigned to users or put into

queues as they are created manually, using Web-to-Case, Email-to-Case, On-

Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or

Lotus Notes.


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Email to Case

It automatically creates a case in Salesforce when an email is sent to your

companys customer support email address(es) and auto-populates case

fields from the content of the message.


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Web to CaseWith Web-to-Case, you can gather customer support requests directly from your

companys website and automatically generate up to5000 new cases a day. This can help

organizations to respond to customers faster, thus improving the productivity of support

team

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Salesforce Knowledge Salesforce Knowledge is a knowledge base where users can easily create and

manage content, known as articles, and quickly find and view the articles they need.

Salesforce Knowledge and cases combine to provide a powerful customer support

tool. To search the knowledge base directly from a case and attach related articles tothe case for convenient reference.

User can write, edit, publish, and archive articles using the Articles Management tab

User can find and view published articles using the Articles tab

Articles Management and Article tabs are visible only if the Knowledge User

checkbox is set to TRUE

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Files Tab

Salesforce CRM

ContentSalesforce Knowledge Documents Tab Attachments

Purpose Upload, store, find, follow,

share, and collaborate

onSalesforce files in the

cloud.

Publish and share official

corporate files with

coworkers and deliver

them to customers.

Create and manage

content, known as

articles, in a knowledge

base. Internal users andcustomers (on

yourCustomer

Portal,partner portal,

Service Cloud Portal,

or Force.comSites) can

quickly find and view

articles they need.

Store Web resources,

such as, logos, DOT files,

and

otherVisualforcematerialsin folders without

attaching them to records.

Attach files to records

from the Attachments

related list on selected

detail pages.

Common Uses Upload a file

inChatter and store it

there privately until you'reready to share it. Share

the file with coworkers

and groups to collaborate

and get feedback. Attach

files to posts in

aChatter feed on the

Home tab, Chatter tab, a

profile, a record, or a

group.

Create, clone, or modify a

sales presentation and

save it so only you cansee it and work on it.

When you're ready,

publish it so other users in

your company have

access to it. Create a

content pack and send it

to customers.

Write, edit, publish, and

archive articles using the

Articles Management tabor find and view published

articles using the Articles

tab. Customers and

partners can access

articles if Salesforce

Knowledge is enabled in

yourCustomer

Portal,partner portal,

Service Cloud Portal,

or Force.comSites. Create

a public knowledge base

so website visitors can

view articles.

Add a custom logo to

meeting requests by

uploading your logo to theDocuments tab.

Add a file to a specific

record, like an event,

marketing campaign,contact, or case by

attaching it on the

Attachments related

list.

Supported File Types All All All All All

Maximum File Sizes 2 GB 2 GB

10 MB for Google Docs

38 MB when uploaded

via the API

10 MB when uploaded

via Visualforce

5 MB for attachments 5 MB

20 KB for a custom-app

logo

5 MB for file

attachments

2 GB for feed

attachments

10 MB for files

attached to email

Salesforce Knowledge


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Entitlement Management

Entitlementsdetermine if customers are eligible for customer support so that support

reps can create cases for them Entitlement management helps support reps:

Verify if customers are eligible for support

Create and maintain service contracts for customers

Specify unique service levels for each customer, such as first response and resolution times

Enforce service levels with time-dependent, automated processes that instruct reps how to

resolve cases

Milestones are metrics that represent service levels to provide to each of the

customers

Milestone Status Description Example

Compliant Milestones on the case are complete or not in

violation. New cases display as compliant

because they're not in violation.

The first response on a case is complete or

not in violation.

Open Violation Milestones on the case are violated; steps in a

support process are incomplete.

The first response on a case is incomplete.

Closed Violation Milestones on the case were violated, but the

steps in the support process were completed.

The first response on a case was

incomplete, but completed nonetheless.


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Entitlement Management Cases move through an entitlement process as follows:

A support rep adds an entitlement with an entitlement process to a case. The case enters the process based on its creation date or a custom date/time

field. A custom date/time field lets users edit a date on the case to trigger when it

enters the process.

Salesforce assigns milestones with matching criteria to the case. For example, if

a milestone's criteria is Priority equals High, and a case has a Priority of

High, Salesforce assigns it to the Priority equals High milestone. A caseassociates with one milestone at a time; it can associate with many milestones

as it moves through the process.

Milestone actions determine when and if warning, violation, or success workflow

actions fire for the case.

A support rep updates the case to complete a milestone action.

After a case is updated, it cycles through the entitlement process and initiatesany milestones that match its criteria.

The case exits the process based on custom criteria or when it's closed.


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Live Agent

Live Agent lets service organizations connect with customers or website visitors in

real time through a Web-based, text-only live chat.


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Live Chat on PortalsChat button when agents are

available

Chat button when agents are

not available

Chat window which will

be visible to the portaluser.


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Live Agent Terminologies Agents can answer chat requests, conduct live chats, and interact

with Salesforce records and Salesforce Knowledge articles. Quick Texthelps you respond to customers more efficiently by letting you insert pre-

written messages, such as greetings and common troubleshooting steps, into

customer communications like email and chats.

A live chat transcript is a record of a chat between a visitor and a live chat

agent. Salesforce creates a transcript automatically for each chat session.

A live chat visitor record includes details about a chat between a visitor and a livechat agent. A visitor record identifies the computer that a customer used to participate

in the chat. Each new visitor is associated with a session key,

which Salesforce creates automatically. A session key is a unique ID, which is stored

in the visitor record and on the visitor's PC as a cookie. If a customer participates in

multiple chats, Salesforce uses the session key to link the customer to its visitor

record, associating that record to all related transcripts.

Transfer chat sessions to other agents if a customer has an issue another agent can

solve, or because you need to pass along some of your chat sessions to accept new

requests.


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Live Agent Terminologies A chatletis a mini application that runs within the Live Agent console

Chatlet Description

CRM Displays information from Salesforce tabs such as Accounts, Cases, and Contacts. During a chat, agents usethis chatlet to view or create records.

Details Provides information about a visitor, including IP address, geographic location, browser, number of pages visited

before and during the chat, screen resolution, and more.

Knowledge Integrates directly with Salesforce Knowledge. Use this chatlet to search your organization's knowledge base forarticles with information that could help visitors with their questions or problems. When you find a pertinent article,

you can download text from it and then include the information in the chat.

Livetrack Shows the pages that the visitor visited before initiating the chat as well as any additional pages visited during thechat.

Map Provides an interactive map with a pin point on the visitor's location.

Queue Shows a list of your companys chat buttons, the number of queued chat requests per button, and the hold time for

each buttons oldest incoming request. While the list includes all chat buttons, it shows queue lengths and hold

times only for those with queuing enabled

With Live Agent in the Service Cloud console, you can: Chat with visitors.

Use the details tab to view information about the customer youre chatting with and search

for or create records in Salesforce.

Use the articles tool to find Salesforce Knowledge articles to include in your chats.

Use Quick Text messages in your chats.

Transfer chats to other agents.

Change your status to control when you receive chat requests and transfers.


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Computer-Telephony Integration (CTI) Salesforce CRM Call Center seamlessly integrates Salesforce with third-party

computer-telephony integration (CTI) systems

After a lightweight CTI adapter program has been installed on a Salesforce user's

machine, the user can use the features of a CTI system through

the Salesforce SoftPhone, a customizable call-control tool that appears in the footer

of the Service Cloud console or in sidebar of every Salesforce page.

A SoftPhone is a customizable call-control tool that appears to users assigned to a

call center with machines on which CTI adapters have been installed.

The SoftPhone allows Salesforce users to:

Make calls by dialing a number in the

SoftPhone, choosing a number in an online

directory, or clicking a phone number in any

contact, lead, activity, or account

Receive calls

Quickly view all Salesforce records that arerelated to the call, such as contacts, cases, or

accounts

Transfer calls

Initiate conference calls

Put callers on hold

Attach records to calls

Generate automatic call logs


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AnalyticsSalesforce analytics consists of several integrated parts:

Report Types:A report typedefines the set of records and fields available to a report

based on the relationships between a primary object and its related objects. Reports

display only records that meet the criteria defined in the report

type. Salesforce provides a set of pre-defined standard report types; administrators

can create custom report types as well.


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Analytics (contd.) Reports:A reportreturns a set of records that meets certain criteria, and displays it

in organized rows and columns. Report data can be filtered, grouped, and displayed

graphically as a chart. Reports are stored in folders, which control who has access. Report Types:

Tabular: It provides a simple listing of data without subtotals

Summary: Provides listing of data, like a Tabular Report, plus sorting and subtotaling of data

Matrix: Summarizes data in a grid against horizontal and vertical criteria. Can use this report

type for comparing related totals.

Tabular Report Summary Report Matrix Report


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Analytics (contd.)

Dashboards:A dashboardshows data from source reports as visual components,

which can be charts, gauges, tables, metrics, or Visualforcepages. Dashboard folderscan be public, hidden, or restricted to groups, roles, or territories. If you have access

to a folder, you can view its dashboards.


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Analytics (contd.) Folders:A folderis a place where you can store reports, dashboards, documents, or

email templates. Folders can be public, hidden, or shared, and can be set to read-

only or read/write.

Analytic Snapshots:An analytic snapshot lets you report on historical data


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Salesforce Terminologies

Force.com platform:Salesforce.com's PaaS product is

known as the Force.com platform. The platform allows

external developers to create add-on applications that

integrate into the main salesforce.com application and

are hosted on Salesforce.com's infrastructure.

Configuration:All those functionalities which areachievable without writing any code, comes under

Configuration.

Customization: Requirements for which you have to

write code, comes under Customization. Out of Box: Dont get misled by the name.

Requirements which can be build by inbuilt SFDC

features comes under Out of box.


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Profiles

What is a Profile?

A collection of settings and permissions that define how a user accesses records

Determines how users see data and what they can do within the application

A profile can have many users, but a user can have only one profile

Profile Components:

Access to Applications Tab Visibility

Page layouts

Field-Level Security.

Record Types Access

Object Permissions

Hours and IP addresses


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Standard Profiles (Contd.)Profile Name Available Permissions

Marketing User Can manage campaigns, import leads, create letterheads, create HTML email templates,

manage public documents, and update campaign history via the import wizards. Also has

access to the same functionality as the Standard User.Contract Manager Can create, edit, activate, and approve contracts. This profile can also delete contracts as long

as they are not activated. Can edit personal quota and override forecasts.

Read Only Can view the organization's setup, run and export reports, and view, but not edit, other

records.

Chatter Only User Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and

files. Additionally, they can:View Salesforce accounts and contacts

UseSalesforce CRM Content, Ideas, and Answers

Modify up to ten custom objectsChatter Free User Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and

files.Only available with the Chatter Free user license.

ChatterExternal User Can only log into Chatter and access groups they've been invited to and interact with members

of those groups. Only available with the Chatter External user license.

ChatterModerator User Can only log in to Chatter. Can access all standard Chatter people, profiles, groups, and

files. Additionally, this user can:Activate and deactivate other Chatter Free users and

moderatorsGrant and revoke moderator privileges

Delete posts and comments that they can see

Site.com Only User Can only log in to the Site.com app. Each Site.com Only user also needs a Site.com Publisher

feature license to create and publish sites, or a Site.com Contributor feature license to edit the

site's content. See Additionally, this user can:Use one custom app with up to 20 custom

objects

Access the Content app, but not the Accounts and Contacts objects

Create unlimited custom tabs

Only available with the Site.com Only user license.


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RolesWhat is a Role?

Roles can control the level of visibility that users have into your organizationsdata

Users at any given role can view, edit, and report on all data for roles beneath

them in the role hierarchy

Users that require visibility to the entire organization should be assigned the

highest level in the hierarchy


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Users Every user is identified by a username, password, and a single profile.

Types of Users

Salesforce Users: are internal to your organization

Portal Users:

Customer Portal Users: Can directly login to Customer portal once the customer contact

is enabled as a user

Partner Portal Users: Can directly login to Partner portal once the partner contact is

enabled as a user


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Custom Fields

What is a Standard Field?

Standard Fields are pre-defined in Salesforce User cannot delete standard fields but you can remove non-required

standard fields from a page layout.

Standard Field customizations include the ability to change standard field labels

and tabs

What is a Custom Field?

Capture information unique to business process by creating custom fields.


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Dependent PicklistWhat is a dependent picklist?

Dependent fields can help make data more accurate and consistent by applyingfilters.

A dependent field works in conjunction with a controlling field to filter its values.

The value chosen in the controlling field affects the values available in the

dependent field.


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Lookup Allow users to associate two records together in a relationship

The object that contains the lookup field is the source object, while the object thelookup points to is the target object

Salesforce provides two types of lookups

Standard Lookups

Enhanced Lookups


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Related List Related list is used to display information related to an object.

What is a Customizable Related List? Choose which fields are visible in related lists


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Record TypeWhat is a Record Type?

Allows user to define different sets of picklist values for both standard andcustom picklists

Why use Record Types?

To segment picklist values specific to business needs

Easier administrationfewer fields to maintain


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Field Level Security

What is Field level Security ?

Restrict users access to view and edit fields by any means.

Override any less-restrictive field access settings in page layouts.

Why use Field-Level Security?

Use Field-Level Security (rather than creating multiple page layouts) to enforce

data security

Li Vi


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List View ListView allows you to see a filtered list of records such as contacts, accounts, or

custom objects

You can create new list views to see a specific set of records such as contacts,documents, or campaigns. For example, create a list view of accounts in your state,

leads with a specific Lead Source, or opportunities above a particular Amount. You

can also create views of contacts, leads, users, or cases to use for mass email

recipient lists.


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Si l Si O f P l


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Single Sign-On for Portals Single sign-on is a process that allows network users to access all authorized

network resources without having to log in separately to each resource. Single sign-

on allows you to validate usernames and passwords against corporate user databaseor other client application rather than having separate user passwords managed

by Salesforce.

Delegated authenticationFederated authentication using Security Assertion

Markup Language (SAML)

Chatter


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Chatter Chatter, is a real-time collaboration platform for users. The service sends information

proactively via a real-time news stream. Users can follow coworkers and data to

receive broadcast updates about project and customer status. Users can also form

groups and post messages on each other's profiles to collaborate on projects.

Chatter works in accordance with all of the security and permission settings in

your Salesforce organization


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