>> Hello, everyone.
Thank you for watching the OGP, CRM salesforce training.
My name is Kyle Carrick,
and I will be leading this training session.
Let's begin with the agenda overview.
Today we'll be covering the following topics.
Basic salesforce terminology.
Permission sets.
Different types of records within the CRM tool.
Tracking your client outreach activities.
Salesforce user interface.
And collaborating with teammates.
Now, let's talk about the purpose of the OGP, CRM tool.
Program managers across OGP, can use a CRM tool to track
and share critical program data with the focus
on customer information.
As a user, you can store your customer agency feedback,
contacts and event data in one central location.
Enter data collected
into a corresponding customer agency record,
specific to your program.
Track important points of contact for each
of your customer agencies.
Log communications with your customer agencies.
And create reports from the data collected and stored in the CRM,
to help inform your resource management.
Salesforce terminology.
We will be using Salesforce Lightning.
There are four different types of objects in the OGP, CRM tool.
Accounts, contacts, attributes and campaigns.
Accounts equate to agencies, departments, bureaus, etcetera.
For example, GSA is its own account.
Contacts are the people that we associate with at each agency,
department and bureau.
For example, the CIO of GSA, is a contact.
Attributes are characteristics or datapoints that we want
to track at either an account or contact level.
There are three different types of attributes.
Master, contact and account.
You can think of them as customizable fields
that you can [audio interrupts] CRM to your program's needs.
Campaigns are a way to organize and manage large events.
We'll cover all four of these object types in greater detail,
later on in the training session.
For now, let's talk about permission [audio interrupts].
Here, CRM users can create and modify contacts, activities,
events, account and contact attributes and reports.
CRM managers can create and modify everything
that a user can and accounts.
Module two.
CRM tool objects.
There are four different types of objects in the OGP, CRM tool.
Accounts, contacts, attributes and campaigns.
Accounts. Accounts can be government agencies
and their components or private companies.
To view existing accounts, click the accounts tab.
Select an account.
Now, click the view hierarchy button,
at the top right of the account name.
The account relationships will appear,
in order of parent to child account.
Viewing account details.
To look at account details, go to the account name
and click the hyperlink.
Type, phone number, website, account owner, industry
and billing address, will be at the top
of the record page, under account name.
Details section.
Account name, type, parent account, website, CFO act agency
and various other fields will show up.
Related section.
Account attributes, contacts and notes and attachments.
Activity. Create new task, create new event,
next steps and past activities.
Editing accounts.
On an account record, click edit, on the top right corner.
If a user owns the account record, they can edit any field.
If a user [audio interrupts] account record,
they can edit any field, except the name,
parent account, address and privacy.
Creating accounts.
To create new accounts, depending on your access level,
you can submit the new account creation request
through the CRM intake form.
Which is located in the CRM resources section
of the OGP business management toolkit.
List views.
List views allow you to view different accounts,
based on fields, such as program, owner or record type.
All users can create list views.
The list views are only visible to you.
Note that managers and super managers can create public
list views.
The default list view,
in the accounts tab, is recently viewed.
If you want to see a different list view,
click the dropdown menu and select the view you need.
Such as, all accounts, my accounts and new this week.
List views.
List views allow you to view different accounts,
based on fields such as, program, owner or record type.
All users can create list views.
The list views are only visible to you.
Note that managers and super managers,
can create public list views.
The default list view in the accounts tab is recently viewed.
If you want to see a different list view,
click the dropdown menu and select the view you need.
Such as, all accounts, my accounts and new this week.
Creating list views.
Click the cog icon and then new.
Put in a name for your list and click save.
Visibility will default to only I can see this list view.
To edit filters, meaning what type of data goes
into the list view, go to the right-hand sidebar,
where it says filters.
Click add filter.
For example, account name, contains, department.
Click save.
If you want to edit the fields that are displayed,
click the cog icon again and select fields to display.
Select from the available field section and click the arrow,
to move over to visible field.
Click save.
Contacts. Now, let's navigate to the contacts tab, to review how
to search and add a contact.
Select the contacts tab.
Recently viewed will be the default list view.
To select different list views, click recently viewed
and the following will appear.
All contacts GSA, all GSA contacts, my contacts,
new this week and recently viewed.
You can also create a list view on contacts.
The steps are the same, as instructed for accounts.
To search for the contact, enter in the contact name
in the search bar at the top of the page.
Click the contact name,
under search results, to open the record.
Under contact name, photo, account name, phone number,
e-mail and contact owner,
will be at the top of the record page.
Under the details section, there will be name, contact owner,
photo, phone, preferred names, C-level
and various other fields.
Related section contains, contact attributes, programs,
notes and attachments.
The activities section contains, new event, new task,
the next steps and past activity.
Creating a new contact record.
Before creating a new contact record,
you should always search,
to make sure the contact doesn't already exist.
Go to the account recorder that the contact is related to.
Go to the related section on the account.
Scroll down to contacts and click the new button.
Select record type.
Government, for government employees,
who don't work for GSA.
GSA, for government employees who do work at GSA.
Individual, contacts who are not government employees.
And private, for contacts containing
sensitive information.
Fill out the following fields in the new contact form.
Including, phone, mobile, salutation, first name,
last name, account name and other various fields.
If the first name, last name
and account field match a previously existing contact
in the CRM tool, you will receive a duplicate warning.
Click save and new or save.
Editing a contact record.
On the contact record, click edit on the top right corner.
If a user owns a contact record, they can edit any field.
If a user doesn't own the contact record,
they can edit any field, except name,
e-mail address, address and private.
Click save.
Attributes.
An attribute is any characteristic or piece
of information that you would like to track
on an account or contact level.
Before you can create an account attribute or contact attribute,
you must request the corresponding master attribute.
Master attributes.
You can use the same master attribute multiple times,
to track data points at the account or contact level.
You can create master attributes list views,
the same way you could create account or contact list views.
Account attributes.
When creating an account attribute,
you should always start on the account level.
Contact attributes.
When creating a contact attribute,
you should always start on the contact level.
Create an account attribute.
On the account record, click new account attribute
on the top right corner.
Search and select the master attribute
from the attribute type field.
If it is not automatically populated,
search and select the related account in the account field.
Select the appropriate year from the dropdown menu,
in the fiscal year field.
Select either archived or active
in the dropdown field, under status.
Archived indicates a trade that might have applied previously
to a contact or account, but is no longer applicable.
Active indicates a trade that currently applies
to a contact or account.
For any given attribute record, account or contact,
the user can only enter data into one of these three fields.
Amount, dollar or currency, number, numeric value,
text response, both letters and numbers.
Click save.
Creating a contact attribute, follows the same steps
as creating an account attribute.
>> Module three, tracking activities.
Activities are tasks or events that are used
to help you monitor to do items or meetings.
Such as, conversations, calls, conferences, etcetera.
Activities are a great way to share information.
For example, if someone wants to reach out to a contact,
they can first check the activities section of a record
and see that you've called them in the past week.
Next steps, shows any tasks or meetings that are upcoming.
And past activities, shows past meetings
and tasks marked as done.
Tasks and events.
Events can be phone calls, meetings,
training sessions, etcetera.
You can record a maximum of 50 attendees for an event.
Note, whoever you enter first, will become the primary contact.
Which means, you can only report on their participation.
You can create a task or event off
of the account level or the contact level.
Before creating your task or event, look up the contact
or account you'd like to associate your task or event to.
For both contacts and accounts,
you'll go the right-hand sidebar.
For this example, we'll use a contact record.
First, we'll search for a contact and click the hyperlink.
Creating a new task.
Select new task.
Enter in subject.
Select the due date.
Search for related contact.
In the related to field, select the relevant account.
The assigned to field,
will automatically populated your name.
To change the assigned to field, click the X next to your name
and select a new username.
Select the status.
Select a program related to the task.
And click save.
To create a new event, click new event.
Enter in a subject.
Select the start date and start time.
Select the end date and end time.
If applicable, check the all-day event checkbox.
Name will automatically be the contact name
of the contact record.
In the related to field, select the relevant account.
Your name will automatically be populated
in the assigned to field.
To change the assigned to field, click the X next to your name.
Enter the name of a new user.
Enter the location.
Click save.
>> Module four.
E-mailing from salesforce.
Go to the contacts tab on the navigation bar.
Create a list view, filtering in the contacts you want to e-mail.
Click send list e-mail, in the top right-hand corner.
The contacts you have selected, will have populated
in the recipient's field of the send list e-mail prompt.
Enter your subject and content.
Click the review tab, on the send list e-mail prompt,
to go over the details of the e-mail.
Once you have reviewed, click send.
Module five.
Reporting.
The OGP, CRM tool also allows you to edit
and customize reports and create your own report.
This allows you to review and consume the data
in the platform, as you'd like.
Accessing reports.
Go to the reports tab on the navigation bar.
On the left sidebar, there are a list of report filters.
Created by me, private reports, public reports, all reports.
The second section on the left sidebar,
is a list of report folders.
Created by me, shared with me, all folders.
Click on report name to review the report details.
To add a visualization, click the pie button.
To filter the reports results, click the funnel.
To refresh your report, click the arrow.
To review report details, subtotal
and grand total, click the cog button.
To edit the report, click edit.
To clone a report, click the dropdown arrow next
to the edit button and click save as and rename the report.
To export a report, click the dropdown arrow next
to the edit button and select export.
Customizing report.
Go to the top right-hand corner of the report and click edit.
Click the left-hand sidebar, labeled fields,
to view all the potential fields.
Double click any field, to add it to the bottom
of the columns section.
To group the data, drop a field from the fields pane,
into the dropdown, beneath the group rows
or group columns field.
To show different levels of detail, toggle the row counts,
detail rows, subtotal and grand total button, at the bottom
of the preview window.
The dynamic preview makes it easy for you
to customize your report.
Add, reorder and remove columns, groupings and filters.
Change your report format and display options or add a chart.
Click the trashcan, next to the word groups,
to start from scratch with fields and groupings.
Filters can be created and edited on the top
of the report detail section.
You can set the view, timeframe and custom filters,
to look at the data shown in the report.
To filter by a field, click the filter section,
select add new filter.
And enter the name of the field
that in values what you would like to filter by.
Cross filters work with ordinary filters,
but they have some special characteristics of their own.
To add one, click add cross filter.
To see records only applicable to a certain subset, my records,
my teams' records, all records, select it from pick list values
in the filters section.
To limit the timeframe, select the create a date filter
and adjust the range to fit your needs.
Click run report, to view the report or save as,
to save a freshly made copy of this newly customized report.
Exporting reports.
Go to the top right-hand corner of the report
and click the dropdown button next to edit.
Select export.
Select edit a formatted report, which maintains formatting
in the details view, with exception of visualization.
Or select details only, which exports the report
into the format of your choice.
And breaks the formatting, into the details view in salesforce.
Set format to Excel Format.xls or Comma Delimted.csv.
Click export.
If prompted by a browser dialogue,
choose to save the file.
Note, you can export up to 256 columns and 55,536 rows
of data in one report.
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