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  • Work.com ImplementationGuide

    Salesforce, Spring 17

    @salesforcedocsLast updated: March 11, 2017

    https://twitter.com/salesforcedocs

  • Copyright 20002017 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc.,as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

  • CONTENTS

    WORK.COM IMPLEMENTATION OVERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

    PREREQUISITES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

    ENABLE WORK.COM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Assign a Work.com Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Enable Work.com Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Work.com Feature Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Assign Work.com Permission Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Assign Work.com Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Work.com License Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Assign Work.com Only User Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Assign Work.com User Feature Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    CONFIGURE WORK.COM FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Work.com Feature Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Thanks and Skills Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Configure Thanks in the Chatter Publisher and Salesforce1 Action Bar . . . . . . . . . . . . . . . 9Assign Publisher Layout to Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Goals and Coaching Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Enable Feed Tracking for Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Enable Feed Tracking for Coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Enable Feed Tracking for Metrics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Enable History Tracking for Goal Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Enable History Tracking for Coaching Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Enable History Tracking for Metric Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Configure Key Company Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Performance Summary and Calibration Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Set Up Calibration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

    CONFIGURE WORK.COM REPORTS AND DASHBOARDS . . . . . . . . . . . . . . 16Work.com Report and Dashboard Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Work.com Report and Dashboard Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    RECOMMENDED WORK.COM PERMISSION SETS . . . . . . . . . . . . . . . . . . . . 20

    RECOMMENDED WORK.COM PROFILES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

  • WORK.COM IMPLEMENTATION OVERVIEW

    EDITIONS

    Available in: SalesforceClassic

    Work.com is available asan add-on license forProfessional Edition,Enterprise Edition,Unlimited Edition, orDeveloper Edition, and isincluded in PerformanceEdition.

    Work.com is a suite of sales-management and service-management tools that help managers andteams learn faster and perform better.

    Work.com has various features to help your sales and service teams. This includes recognition tiedto real rewards, detailed goals and real-time coaching, and full-featured performance reviews.

    After you receive your Work.com licenses, youll need to set up Work.com by performing thefollowing activities.

    Assign a Work.com administrator to complete the setup process.

    Enable preferences for Work.com features.

    Set up permissions to Work.com features with profiles or permission sets.

    Assign Work.com licenses to users.

    Configure Work.com features for your organization.

    SEE ALSO:

    Work.com Feature Overview

    1

  • PREREQUISITES

    EDITIONS

    Available in: SalesforceClassic

    Work.com is available asan add-on license forProfessional Edition,Enterprise Edition,Unlimited Edition, orDeveloper Edition, and isincluded in PerformanceEdition.

    USER PERMISSIONS

    Customize ApplicationTo enable Work.com features:

    Assign Permission SetsTo assign permission sets:

    Manage UsersTo assign profiles:

    Manage Profiles and Permission Sets

    AND

    Customize Application

    To set field-level security:

    Enable Work.com CalibrationTo view the Calibration tab:

    Plan out your implementation before enabling Work.com in your organization.

    Administrators should make the decisions outlined in the Business Decision Checklist before enabling Work.com.

    Before beginning the implementation process, Salesforce must enable Work.com permissions and provision Work.com licenses for yourorganization. Your Salesforce contact will coordinate this with you, but you can check if your organization has available Work.comlicenses. In Setup, enter Company Information in the Quick Find box, then select Company Information, and check forWork.com User under Feature Licenses.

    Note: We recommend that you enable Chatter regardless of the edition your org is using. Many Work.com features use the Chatterfeed to notify and interact with users. To confirm that Chatter is enabled, from Setup, enter Chatter Settings in the QuickFind box, then select Chatter Settings, and verify that Chatter Settings is enabled.

    2

    https://help.salesforce.com/apex/HTViewSolution?urlname=Work-com-Business-Decision-Checklist-KB

  • ENABLE WORK.COM

    Assign a Work.com Administrator

    EDITIONS

    Available in: SalesforceClassic

    Available in: Professional,Enterprise, Performance,Unlimited, and DeveloperEditions

    USER PERMISSIONS

    To assign a Work.comadministrator: Customize Application

    Before enabling Work.com in your organization, you must assign a Work.com user feature licenseto the person who will be the system administrator and responsible for setting up Work.com foryour organization.

    If youre the administrator setting up Work.com, assign the license to yourself.

    1. From Setup, enter Users in the Quick Find box, then select Users.

    2. Find the name of the person who will be the system administrator and click Edit next to theirname.

    3. In the right-hand column, select the Work.com User checkbox.

    4. Click Save.

    We strongly recommend that you create a separate Work.com Administrator profile with limitedaccess because the standard Salesforce System Administrator profile is so powerful. For moreinformation, see the Create Your Work.com Administrator Profile.

    Enable Work.com Features

    EDITIONS

    Available in: SalesforceClassic

    Available in: Professional,Enterprise, Performance,Unlimited, and DeveloperEditions

    USER PERMISSIONS

    To enable Work.comfeatures: Customize Application

    Administrators can enable preferences for Work.com features on the Work.com Settings page.

    All the settings except for Thanks Settings and Skills Settings require a Work.com license.

    1. From Setup, enter Work.com Settings in the Quick Find box, then select Work.comSettings.

    2. Select the Work.com features you want to enable:

    For users that purchased Work.com prior to the Spring 15 release, the features that appeardiffer depending on whether you have add-on licenses to Work.com Motivate, Work.comAlign, or Work.com Perform.

    DescriptionSectionFeature

    Enable Thanks to allow users to recognize otherswith thanks badges on the Chatter feed.

    If you disable this setting, users no longer seethe Thanks action in the Chatter publisher.

    Thanks SettingsEnable Thanks

    However, they can still see previously createdThanks posts.

    By default, all users can create custom badges.This setting restricts badge creation to users that

    Thanks SettingsRestrict CustomBadge Creators

    3

    https://help.salesforce.com/apex/HTViewSolution?urlname=Work-com-Creating-Your-Work-com-Administrator-Profile

  • DescriptionSectionFeature

    have the Create permission on the Reward object.

    Enable Rewards to tie tangible rewards to badges. Reward creatorscan upload gift codes to create Reward funds. See the RewardFunds topic for more information about creating rewards.

    Recognition SettingsEnable Rewards

    Enable manager groups to give managers access to the coachingspaces of the users that report to them. To enable this setting, the

    Coaching SettingsEnable Manager Groups forCoaching

    Manager Groups setting must first be enabled in Setup, underSharing Settings.

    Enable manager groups to give managers access to the goals oft