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  • 8/10/2019 SFDC CRM Ready Reckoner


    SFDC CRM Ready

    Reckoner for Testers

    Kamna Saran

    Ananya Banerjee

  • 8/10/2019 SFDC CRM Ready Reckoner


    Change History



    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

  • 8/10/2019 SFDC CRM Ready Reckoner


    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


    Salesforce Terminologies

    Security Model (Roles and Profiles)

    Fields Page Layout

    Record Types

    Business Process

    Customer Portal and Single Sign On


  • 8/10/2019 SFDC CRM Ready Reckoner


    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


    Average Time Spent

    by an experienced

    team member/lead

    to help a new joiner


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


    Ananya Banerjee

    Kamna Saran

  • 8/10/2019 SFDC CRM Ready Reckoner


    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




    Forecasting& Analytics

    Email &

    ProductivityReal-Time Approvals& Workflow

    Leads &


    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


    Capture leadsfrom your Web site

    Prospects fill out a Web

    form, which creates a

    lead in Salesforce that is

    routed to your sales


    Manage customer

    relationshipsAcquire deep knowledge

    of every account,

    facilitate collaboration,

    and build and maintain

    strong, lasting customer


    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


    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 associa