salescloud cardswincsv - Sheet 1 Flashcards
What is main goal of sales reps?
to grow revenue
Components of the Sales Cloud?
Sales Force Automation Marketing Automation
Standard Project Methodology
Plan Analyze Design Develop Validate
What are common CRM challenges?
Unsecured environment low user adoption poor data quality
How does sfdc address CRM business drivers?
Secure environment - easily define who can access what. Optimize usability - ease of use
Manage data - trusted data quality
Extension beyond CRM
Adoption
is the process of getting users to willingly use your application due to a perceived value to their lives
What must a system be in order to have adoption?
provide value be easy to use have trusted data be easy to change
What are some reports that can assist with usability and adoption?
all records created: Last 60 days by object
all users logged in: Last 7 days
Leads converted: Last 60 days
Cases Closed: Last 60 days
Clean Data
is data trusted by users so they will not question it’s authenticity, reliance or completeness
Data Quality Plan
Standardize Clean Enrich DeDupe Validate
A prospective customer completed a web to lead form on your corporate website. Upon follow-up with a sales representative, the customer indicated that he intends to buy your product. In the sfdc app, what is the process for moving a prospect to a customer?
Lead Conversion
Sales Strategy
how an organization takes it’s products and services to market
Sales Model examples
Inside/Outside Territory
Sales Methodology
is a standard set of stages, activities, and processes that an organization follows to bring an opportunity to closure
Examples of sales methodologies
Strategic selling
Conceptual selling
Large Account Management Process LAMP
Lead
a sales prospect interested in your company’s product
Campaigns
marketing and sales initiatives used to generate new business
When should an organization utilize leads?
High lead volume
separate unqualified data from qualified data
need to validate lead quality
When should an organization use leads?
1) As a staging area for high volume of unqualified data
2) Lead de-duplication
3) to capture leads from the web
4) to create an account, contact, and opportunity with relationships using one click
When should an org NOT utilize leads?
low volume of leads
less administration required
only sells to install base
What types of questions should be asked to determine Lead Generation or Lead Qualification processes?
the need for leads ; lead generation creation , lead scoring, lead routing , lead qualification , non qualified leads
How do you manage prospects?
Where do your leads come from?
How do leads get assigned/routed?
How do you determine if a lead is qualified?
On web to lead…how many leads can be processed a day?
500
Pros of Web to Lead
automatic website integration unlimited # of w2l forms customizable to clients needs embeds field values into html automated lead response can deploy to external and internal sites
Cons of Web to Lead
not automatically tied to configuration changes
webmaster usually deploys and administers
limited to 500 leads a day
too many fields can turn away prospects
no data quality enforcement
no automatic de-duplication
Pros of Lead Import Wizard
Mass import enforces data quality
no software installation process(data loader needs installation)
limited duplication checking
Cons of Lead Import Wizard
No saved data import maps
no import schedules
less then 50k records
Pros of data loader
Mass import
saved data import maps
scheduled imports available
greater then 50k records
Cons of Data Loader
requires installation
some technical expertise required
How many assignment rules can be active at a given time?
ONE
How do reports assist in building of a strong pipeline?
provide visibility into the lead lifecycle for sales and marketing
Build trust between sales and marketing
Build strong pipeline for sales reps
How can a sales organization address the “lag time” challenge?
By optimizing lead assignment and scoring
What are questions to ask when determining how a customer uses forecasting to manage revenue?
Do sales reps have quotas? What type? Who has quotas? How are reps measured? How are all members of hierarchy measured? What products do we sell? How is it priced? What are stages of sales process? How does it move through the sales process?
What does the use of a sales process bring to a manager?
Predictive outcomes
Better funnel management
Common sales language
What features help us manage the funnel? (9)
Sales process Sales team Contact Roles Activities Data Validation Record types Workflows/Approvals Products Quotes / Quote Sync
Design considerations in the Sales Process
map to sales methodology
keep it simple
use common tense for all sales stages
may need more than one sales process
Design Considerations for Sales Team
identify and auto notify sales team members
up front determine if default teams can be implemented
Configure team
notifications on milestones
Design Considerations for Contact Role
Identify key contacts for the particular deal
consider adding variations to ensure the decision makers are adding during the sales process
Design Considerations - Data Validation
Avoid using too many rules and required fields
Use to enforce that the process is being followed
Design Consideration for record type
Don’t create too many
Think about maintaining them in future
Design Considerations - Workflow/Approvals
Automation and approvals are to huge WIIFM for sales reps
Workflow automation rules allow sales reps to truly work on the sale
Design Considerations - Products
1) Product prices can be set per region
2) provide product management with insight
3) use the product catalog effectively
4) balance between too much granularity
5) products should be customer centric
6) consider product bundles versus line item
7) Arbitrary price may translate to no price in design
8) Consider the Product to Assets conversion for closed/won opportunities
Design Consideration - Quotes and Quote Sync
Quotes streamline the sales process
think carefully about the design of the product schema and understand quote model determine if the standard quotes template can be used? If not design your own
What are some reports to assist managing the funnel?
Deals by stage Activity reports by stage Forecast report Stage duration by age Win/loss ratio sales activities closed deals by lead source
T or F Sales methodology means an industry-recognized sales process?
FALSE
What are 4 ways that slow down sales rep productivity?
Data entry
Finding information
Keeping client data current
creating reports
What are ways to improve sales productivity?
More selling time
Faster new hire ramp up
360 degree view of a customer
better visibility
What are 2 types of relationships that Sales Reps have with their accounts?
Transactional (low touch, high volume) Relationship Mgt (high touch, low volume)
What features assist improving productivity?
reports and dashboards formula fields custom links and mashups contact synchronization outlook/lotus integration workflow & approvals email & merge templates home page tags
What are some design considerations to improve productivity?
information should only be entered once
locating information should be done in just a few clicks
What does “my” filters do?
lower the amount of clicks
What are 5 main types of Acivities?
Calendar events Tasks Approvals Logging notes sending emails
Name some reports that speak to Productivity?
# of face to face meetings # of deals won, lost, in progress activities by account and role upcoming renewals neglected accts, activity reports, approval status pipeline
What are features of the Sales Cloud that assist in Marketing?
Web to Lead Mass Email Email Marketing Partners Salesforce for google adwords Campaign ROI Campaign Hierarchy Campaign Influence
What are pros and Cons of Native Mass Email Solution?
Pros - included in license cost, intuitive for users Cons - batch email limits, often get caught in spam filters, manual list management of opt outs and bounces
Pros and Cons of Partner Mass Email Solution
Pros - integrate seamlessly through appexchange partners,
use built in reporting for evaluation of email reporting,
manage email bounces and multiple subscriptions
Cons - can be costly if high volume,
custom built integration if non app exchange partner
ROI
Return on Investment - a percentage calculated as the net gain total value of won opportunities minus actual cost divided by actual cost
What is a workaround for Campaign hiearchies that ignore sharing rules at related list level?
removing sensitive information from related list layout
aligning hierarchy structure with sharing rules
What are reports that support campaigns?
lead by lead source and campaign opportunities by lead source and campaign
all contacts included in X campaign
Leads and Opportunities from Google Adwords
Opportunity win rate % by campaign
ROI by campaign type
campaign revenue
campaign member and member analysis campaigns with influenced opportunities
What is the order to set up Google Adwords to work seamlessly with sfdc?
advertise on google
capture leads on your website
convert leads into new customers
T or F The native mass email functionality is not recommended for marketing?
TRUE
What are the main challenges that Marketing faces when trying to drive more business?
1) Website integration
2) Email marketing - effectiveness of email
3) Search Marketing - no reportable relationship between search words and closed sales
4) Campaign Management
What are ways that sfdc assists in aligning Sales and Marketing?
No answer
How does SFDC assist in Lead Velocity?
provide sales collateral in one place
standardize communication with templates
communicate availability of sales collateral
gather feedback on sales collateral and templates
evaluate impact of collateral on sales
What are the main challenges that marketing faces when trying to align with sales?
Inefficient handoff from marketing to sales slowing down of lead velocity
True or False Sales should evaluate lead quality and provide feedback to marketing
TRUE
What are some ways to align communication between sales and marketing organizations?
1) provide sales collateral in one place
2) standardize internal and external communication with templates 3)Communicate availability of sales collateral
4) gather feedback on sales collateral and templates
5) evaluate impact of collateral on bringing leads to close
Benefits of Reporting to Sales
track lead progress and conversion rates
review the pipeline and forecast in real time
monitor neglected leads, accounts. and opportunities
track sales activity in real time and methodology compliance
obtain a 360 degree view of each customer
speed up new hire ramp up
What are two types of Sales Managers?
inside …they manage leads
outside…they manage opportunities
Which role is interested in the report Sales Activities by client last week?
Sales Rep
Sales Manager
Who would be interested in the Top 10 reasons deals were lost report?
VP of Sales
What are integration considerations?
1) list all fields,
data types and values
2) are fields for integration purposes
3)What is the system of record for each field?
4) Who can update each field? From which system?
What should you do when migrating Opportunities?
Determine if you need to load owners who are not current users?
True or False Sales reps must use the same system to manage calendars and to document meetings?
FALSE
Chatter
Chatter is a collaboration application which is facebook like in a private environment. It helps you connect with co workers, allows real-time secure sharing of business information, obtain quick, informed feedback on colleagues work
Quotes
Pricing proposals extended to customers. Each quotes is tied to one opportunity and one opportunity can have many quotes
can be converted to a pdf and emailed to customers
streamlines the sales process (template ensures consistency)
provide a consistent archive
can design a real-time approval process for quote discounting
Content
an integrated content library within SFDC. It allows users to deliver content via the web, allows for ranking, manages version control through centralized repository and allows for tagging.
Jigsaw
Jigsaw is a data enrichment tool that uses cloud collaboration to maintain updated data.
It allows you to keep data clean automatically,
Research account and contact data details
Uncover and market to the right person at a target account
Eloqua
Automated Marketing and Demand Generation software services to help marketers streamline their sales processes. The application gathers and qualifies leads by automating and integrating email, direct mail and web marketing campaigns to drive prospective customers to the web. Eloqua develops rich profiles of qualified prospects using proactive web chat, personalized microsites and deep real time website analytics
Vertical Response
email solution that can handle unlimited emails. allows to see click through rates on an email
What is the Eloqua application used for?
to gather and develop qualified leads
Territory Management
grants access to accounts based on the characteristics of the accounts with support for complex and frequently changed sales organization’s structures.
Person Accounts
allow you to manage a business to consumer model B to C such as financial services, an online shopper or a frequent traveller
Community
includes SFDC’s Ideas, Answers and Blogs
Salesforce for Wealth Management
intended for wealth management professionals who support high networth clients. It allows you to build deeper customer relationships, integrate key systems to drive user adoption and support compliance processes
Divisions
enables you to work with a particular data set, identified as a division, so that searches will show only the data for your working division.
Sandbox
multiple copies of your environment. the types include Full, Developer and Configuration only
Partners
allows managing of indirect sales within single org
First Association Date
The first date this contact or lead was associated with the campaign. It is not API accessable. The default date is the date of the load.
Demand Generation
used to execute, measure and automate multi channel marketing campaigns from a single platform
What should you consider when migrating inactive campaigns?
Determine which data is important based on ROI
Most common integrations in a Marketing organization take place when
Lead Generation… you got to spend money to make money
True or False - there is a synching between the Opportunity and the Quote record
TRUE IT CAN ONLY SYNCH WITH ONE QUOTE AT A TIME …even though an opportunity can be related to many quotes
A sales rep can create a quote from…..
An Opportunity and it’s Products
Who can benefit from the Quotes feature?
1) a sales rep who wants to create and email a PDF quote from SFDC
2) an Administrator who wants to manage quoting in SFDC 3) A customer who wants to get a quote from SFDC
How would you create a new quote for a customer?
click the Opportunities tab and then new quote
Where would you click to add another product to this quote?
Add line item
True or False You can apply a discount to the entire quote: there is no need to apply discounts to individual line items in the quote
FALSE
When editing a quote, what can you edit?
quote name and status
expiration date of the quote
contact and address information of the customer
The quotes synching process synchronizes updates between the ……
a quote and the opportunity it was created from
You want to synch a quote with it’s opportunity. What should you do first?
stop the synching process for the quote it is currently designated to sync with
True or False to create a pdf of your quote, click create pdf on the quote detail page
TRUE
True or False Once you save a PDF quote, the file is automatically emailed to the customer.
FALSE
What can reports help you monitor?
Business goals
Key Performance Indicators
Short and long term goals
Report Builder
a visual drag and drop editor to view and create reports
Report type
determine which fields are available to you in the report creation
Report Formats
Tabular - simple list
Summary - grouped (up to 3 summaries)
Matrix - totals by row and column
What are the functions you can perform in the Customize reports?
add sums, averages choose summary groupings add or remove columns set filters add charts and highlights save changes
What are three pieces of the report builder?
Fields Filters Preview
Which Report format cannot be displayed in a chart?
Tabular
What are 5 chart types?
Bar Charts Line Graphs Pie Charts Donut Charts Funnel Charts
What is conditional highlighting on reports?
Red, yellow green based on thresholds
How can you set a data range on a report?
set a time frame in Report Options on the Report page or Click the customize button on the Report page and set the time frame in the filters pane
How can you change the grouping of data in a report?
use “summarize information by “ in Report Options on the Report page or Click the Customize button on the Report page and select the Group by this field option
How can you remove columns that you don’t need on a report?
Click the Cutomize button on the Report page and then click the Remove Column option
What does Forecasting allow you to do?
analyze deals in your pipeline report on and analyze business budget and plan for the future track your performance against your goal
Quota
a benchmark or goal of how much you should sell within a given timeframe. it helps you track performance against plan allows you to attain the organization’s revenue goals can be articulated in dollars, product units or both
Pipeline
consists of various maturity stages of an opportunity Opportunities are more at the beginning of sales process and keep reducing towards the closing stage Sales process can be visualized by the funnel effect
Forecast
is a revenue projection, it aggregates opportunities into summary
True or False ……Forecasting is an exact science and is the total of all the opportunities you are working on.
FALSE
What are 4 key forecasting fields on the Opportunity?
Amount Stage Probability Forecast Category
Amount
a field on the Opportunity is what roles up to your forecast
Stage
identifies where an opportunty is in the sales pipeline SFDC provides 10 default values for the Stage field each stage falls unto one of the 5 places in the pipeline
Early Pipeline
Prospecting Qualification Needs Analysis Value Proposition Identify Decision Makers
Mid Pipeline
moved through initial stages competition with other companies needs to be won over Deals advance towards the end of the pipeline if all goes well
Late Pipeline
the deal is almost closed proposal/price quote negotiation and review
Probability
the likelihood the deal will close
Expected Revenue
multiples the amount and probability fields
Forecast categories
Pipeline - early stages Best Case - middle of the pipeline Commit - at end of the pipeline and almost closed Closed - the deal is complete and revenue is booked Omit - those deals that were started but fell out, were cancelled, or didn’t bring in any revenue
You have an Opp in the Value Proposition stage, for an amount of $1000 that had a 50% probability of closing. If all goes well, and the Opp closes, how much revenue will be realized?
$1000
What does submitting a forecast do?
it takes a snapshot and timestamps/archives that forecast into the forecast table
True or False…..your forecast is available to your manager only after you have clicked the submit button
FALSE
True or False. Only users with correct permissions can change their quota at any time?
TRUE
What does overriding the Opportunity allow?
someone to change the stage, forecast category,close date
True or False…..the stage field is mapped to a value for the Forecast Category field and this can never be changed in an opportunity
FALSE
Customizable Forecasting
is a flexible sfdc solution for estimating revenue our organization can generate or how many items your organization can sell
Customizable Forecasting allows you to
forecast on a monthly or quarterly basis use different dates when applying amounts forecast based on revenue, quantity or both define additional quotas based on product families
What are 3 places to override a forecast?
Forecast Summary Override Opportunity Level Override Management Forecast Summary Override
True or False…..Forecasting is an exact science and is the total of all the opportunities you are working on?
FALSE
Which of the following statements are true about an end user’s forecast?
it can be revenue or units the aggregate can be both or a rollup according to forecast hiearchy
Lead
a record that captures business card information, including name, business address and phone number
Web to Lead
must be set up by Admin gives companies ability to get information from a form on the website
Lead Import Wizard
Allows admin to import leads automatically from a spreadsheet. Once imported they can be assigned manually or through lead assignment rules
What does the HTML Related List allow a user to do?
Generate an email and see if it has been opened
HTML Email Status
tells you how many times an email has been opened
Will an email be tracked if sent in text version?
No….only when a HTML version has been sent
What does a Lead convert to?
Account Contact and optionally an Opportunity
Your boss sends you a spreadsheet and asks you to get the leads into SFDC quickly, what should you do?
Ask the admin to utilize the Lead Import Wizard
Your co worker Bob needs to convert his lead in SFDC, what should he do 1st?
check for duplicates
What are different ways Leads can be entered into SFDC?
manually imported web to lead
What are three types of Territory Access Levels
Account Access Case Access Opportunity Access
Chatter
lets you manage the things most important to you in one familiar interface
What can you track on the Chatter Home Page?
people and records, post content and files
Chatter Profile Page
your identity in Chatter…..think email where your name is in from line
Ways your company can use Chatter?
Call Center Agent …to follow hard to solve cases Sales person - deal colloboration Peer Knowledge - allows following of experts Groups - everything a team needs to centrally
What are the 4 basic Best Practices of Chatter?
update your profile start following records start following people check your chatter email settings
who can see things on your home or profile page?
Everyone
Who can see posts to records?
Anyone who has access or FLS to that record
What are the threesteps an Administrator must do to enable Chatter?
Activate Chatter and the New User Interface Update the Tab Configuration (people & chatter tabs) Configure Chatter fields ( which records feed a chatter feed)
Who has permission to edit a Chatter Profile?
an individual user
What is good ettiquette for Chatter?
direct users to a SME ask questions to gain vertical expertise
What pieces of Chatter are counted against Storage?
data storage - feed data, posts, tracked changes file storage - user photos
Where is Chatter not supported?
IE 6.0 portal users or in a console
Where are local files that are uploadedto Chatter actually stored?
Content
What are the steps to deploy territory management for your SFDC organization?
- Prerequisites for enabling Territory Mgmt 2. Enable Territory Management 3. Configure Territory Related Settings 4. Build Territory Hierarchy 5. Assign users to Territory 6. Assigning Accounts to Territories
an account sharing system that grants access to accounts based on the characteristics of the accounts. It enables your company to structure your sfdc data and users the same way you structure your sales territories
Territory Management
True or False. Account ownership and it’s effect on record sharing remains valid and unchanged when territory management is in use
TRUE
What are Key benefits of Territory Management?
the ability to use acct criteria to expand a private sharing model support for complex and frequently changed sales organization structures support for xferring users between territories with the option to retain opportunities multiple forecasts per user based on territory membership Territory basd sales reports
a flexible collection of accounts and users where the users have at least read access to the accts , regardless of who owns the record
A Territory
Can both accts and users exist in multiple territories?
YES
How do you add a user to a territory?
manually define acct assignment rules that assign accts to territories for you
Is there a limit o the number of nested levels in a Territory hierarchy?
No
How do Territories affect Forecasting?
When you enable territory management for your organization, your forecast data is derived from the opportunities that are associated with the accts in your territories.
For every territory, 2 sharing groups are created; one for the territory and one for the territory and all it’s children
Territory Sharing Groups
What must your org have in orger to enable Territory Management?
Customizable Forcasting
Caution….your org is not enabled for customizable forecasting until what?
Until you have clicked the enable forecasting button under you name, setup, customize, forecasts, forecast hierarchy
How is your forecast hierarchy derived?
when creating territory management, you have the option to create your territory hierarchy from your forecast hierarchy. Your forecast hierarchy is automatically derived from your Role Hierarchy when you enable custom forecasting. We strongly recommend that you edit to match your true territories
Do I have Customizable Forecasting?
click forecasts tab, if you see either Introducing Customizeable Forecadting or Request Now…then you don’t have it
How often can you refresh a Full Sandbox?
once every 30 days
How often can you refresh a configuration or developer sandbox?
once a day
True or False….you must request Territory Management from SFDC?
TRUE
How do you request Territory Management?
log a case or ask Sales Rep
Ability to make fields required/dependant in Web 2 Lead, Web 2 Case
salesforce.com makes it easy to generate the HTML form to capture leads and cases online, using Web 2 Lead and Web 2 Case. However, to make a field required, the webmaster has to edit the HTML to add the required javascript. Additionally, dependant picklists lose their “dependancy” behaviour, which also has to be added back into the HTML using javascript. This requires a higher level of web programming than just pasting HTML code onto the website, which impedes adoption of salesforce.com’s features. Ideally, the HTML that salesforce.com generates should included this logic.
Salesforce to Salesforce
Sharing information with partners should be as easy Click, connect, and share information such as leads, deal registration, or cases¥with any of your partners that also use salesforce.com. Remember, Salesforce to Salesforce is free for all customers, including Group Edition customers. No additional charge to send invitations, accept invitations and share records!
Salesforce to Salesforce
makes it fast and easy to share data with your business partners. You can share lead, opportunity, account, contact, task, product, opportunity product, case, or custom object records with any partners that also use Salesforce and get real-time updates on the shared data. Collaborate more easily and effectively With Salesforce to Salesforce, your business partners can easily integrate your data with the data they manage in Salesforce. They can also integrate their business processes with updates received from you using workflow, assignment rules, and reports.
Enabling Salesforce to Salesforce
Before you can use Salesforce to Salesforce (S2S), you have to enable it. This has to be done by both parties - on your org, as well as on the org with which you are going to share data. Administrators can enable Salesforce to Salesforce by accessing it in the setup menu. Note that once the preference is enabled, it cannot be disabled. To enable, navigate to Setup -> App setup -> Salesforce to Salesforce -> Settings. Hit Edit, select Enable, and then select Save.
What are the key steps to Managing a Web to Lead?
enable web to lead create a web form add campaign tracking to a web form
Once the User completes a landing page form, his or her status changes from Lead to an Opportunity?
FALSE
Web to Lead allows your company to generate leads from your company’s website?
TRUE
Web to Lead can generate up to 500 new leads per day?
TRUE
How do you enable Web to Lead?
setup, customze, leads, web to lead
Which of the following actions do you have to take to set up Web to Lead?
click edit on the web to lead setup page check the web to lead enabled checkbox assign a default user as the Lead Creator
Best Practices of creating a Web Form?
clear and visible company name that links to Home page clear graphics limit number of fields provide a clear offer don’t turn off prospects
In order…what are the steps to creating a web to lead form?
- access the W2L setup page 2. click create web to lead form 3. select the fields in their order 4. enter the URL on your website that users will be taken to once they submit the form 5. Click generate
How do you add Campaign Tracking to the Web to Lead Form?
- add campaign field to web to lead orm (make hidden) 2. add campaign ID to HTML code
You associate a W2L page with a Campaign while creating the form?
TRUE
Where do you write a trigger?
where the event occurs….I want the Opp Product updated…trigger not on Opportunity but on Opp Product Object
Web to Lead enables Google Adwords campaigns?
FALSE
As part of creating a W2L form, you must specify the Return URL field?
TRUE
Your ast step is to click Generate to generate the W2L form?
FALSE
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