Salesforce Lightning for Business Users

0:00If you are new to using a CRM or just new to Salesforce,

0:03this system could change the way you manage your day.

0:07I put together this day in the life Nugget

0:09to show you what I see.

0:11Now I'm not going to go into any details in this.

0:13I'm just going to walk the happy path--

0:15the happy path of the actions that you'll likely

0:17take using the lightning features to start your day

0:21and to stay on top of everything throughout the day.

0:24Now don't worry about trying to learn

0:25what I'm doing in this Nugget.

0:27Just watch me click around and notice how swift and efficient

0:30all these actions can be.

0:32And if you've never used a CRM before,

0:34if you've never seen Salesforce, this Nugget

0:37might blow your mind a little bit.

0:38It is a lightning fast tour of everything-- everything.

0:42So don't worry.

0:43This is just to give you some context and a vision for how

0:46you could use Salesforce once you get to know it.

0:49I'm already logged into Salesforce as a sales user.

0:52I'm taken to the Home tab.

0:53The first thing I look at every day--

0:55what meetings do I have on my calendar.

0:58Any scheduled meetings for today will be listed,

1:00and I can click View Calendar to see the rest of the week

1:03if needed.

1:04So I would likely take about 10 minutes

1:06to plan out anything I needed to do to prepare for those two

1:10meetings on my calendar today.

1:12Next, I look at my quarterly performance chart.

1:14I look at this every day.

1:16I'm always checking my progress to goal.

1:18I met my quarterly goal a few days ago,

1:20but I'm going for a stretch goal in these last days

1:23of the quarter.

1:24And the ops in this zone here, those are my focus this week.

1:27And those are most likely listed right over here

1:29in the Assistant.

1:30I have five opportunity recommendations.

1:33Some are overdue, so I need to adjust the close date on those.

1:37Once I address it, it falls off my assistant list.

1:40Notice I can edit by clicking the pencil

1:42or by expanding the carrot and clicking Edit.

1:45On this opportunity, let's say I heard from them

1:48and they are not moving forward.

1:50So I changed the status to close lost and put in some notes

1:53to remind myself what happened here.

1:55After I click Save, which is down below the recorded

1:58window-- sorry about that--

2:00I'm taken back to the Home tab, and that one

2:02drops off the list.

2:04This next one on the list also has a close date in the past.

2:06When I look at this one, this is one

2:09that I actually won this deal.

2:10I change the stage, save it, and that one drops off my list.

2:15So just notice there's a difference between what

2:17I'm doing with an overdue opportunity

2:19where the close date is in the past versus

2:22this one, which has tasks that I intended

2:24to do that are now overdue.

2:27Look how easy it is to modify the due date

2:29on a task associated with this opportunity.

2:35And when I hop back out to the Home tab,

2:37look how easy it is to add a new task when

2:40the opportunity doesn't have any planned future activities.

2:43So in a real life scenario, I would just

2:45keep adding tasks, modifying due dates,

2:47because I don't want anything to fall through the cracks here.

2:50And realistically, if I paused and took

2:53some action like sent e-mails and created tasks

2:56or acted on some of these tasks, I

2:58would probably be spending anywhere between one

3:00to two hours on this part of my day,

3:03addressing things that are open, overdue,

3:05and taking a little bit of action.

3:08And now I'm ready to look at my leads.

3:10All through the day, the Assistant

3:11will show me new leads being assigned to me.

3:14My process is I send a personalized email

3:16to the lead, asking about the best way

3:18to start a conversation about their needs.

3:20But I do not freehand type that.

3:22I use an email template.

3:24It's pre-populated with a greeting

3:26using their name and all of my contact information.

3:30So I do that for both of the leads that are listed here.

3:33And just notice within a couple of clicks,

3:35I have emails sent off to both of these leads

3:37to start the process of qualification.

3:39And as I touch these leads, they fall off my list.

3:42And then I move on to looking at my tasks.

3:45First thing I notice is one of my tasks

3:47has a due date in the past.

3:49It's marked in red, so it stands out.

3:51I'll need to edit that one.

3:53I'll give myself a few more days to get that done,

3:55and I'll save it.

3:57And the next I look at my list.

3:59Are there any other tasks that I have actually completed?

4:03Yes, checking the action box marks them done,

4:06and then they go into the task history.

4:08For me, I use this list to jog my memory about my giant

4:11to do list, but to work with the actual list

4:14and start to do these tasks, I go into View All.

4:18From here, I can see the full list

4:19for today and for tomorrow.

4:21And when I click on each task row,

4:23I see the details displayed on the right.

4:26For example, this one doesn't have a due date.

4:28I can easily double click in this field

4:30and edit it, add a due date, save the record,

4:34and that change has been made.

4:37I can also look at my overdue tasks if needed

4:40and address some of those.

4:42I can quickly mark some things done if I've actually

4:44taken care of them already but just forgot

4:46to mark them completed previously.

4:48When all of this feels complete, I head back to Home.

4:51Reviewing and updating my tasks and working on some of them,

4:54depending on what needs to be done today,

4:57that maybe would have taken an hour or two or three,

5:00depending on what I was working on.

5:03But throughout the day, I keep coming back to the Home tab

5:05as my landing place.

5:07I check to see if any new leads are popping up.

5:10And the Assistant will keep showing me opportunities

5:12that need attention.

5:14A decent percentage of my day is spent on the Opportunities tab,

5:17updating opportunity records as things

5:19develop throughout my day.

5:21But towards the end of the day, I am reflecting back

5:23on how it all went, and I always spend

5:25time looking at a view of my opportunities

5:27that are due to close soon.

5:29I love the Kanban view for updating the opportunity stage.

5:34I can drag records into the correct column,

5:36and it takes me seconds to get all

5:39of my opportunities updated and accurately reflected

5:42on the forecast.

5:44If any new deals have come in today,

5:46I can easily create a new opportunity record.

5:49I just fill in the critical fields--

5:51again, we're just dealing with the happy path here--

5:53I fill in those critical fields, and I'll

5:55fill in all the rest of the details

5:57later as I get to know more about the potential deal.

6:00And throughout the day, I'll probably view a dashboard

6:03and look at some reports.

6:04I just choose the dashboard I want to see from this list,

6:07check whether I should refresh it,

6:09and I get a snapshot of anything critical.

6:12Before I finish up my day, I'll go to the Leads tab

6:15and look at my leads in the Kanban view.

6:17And if I've made progress qualifying any of those,

6:20I move those into the correct lead status column.

6:22I can just drag and drop them using this Kanban view.

6:26Before I finish out my day, I would

6:28create any new records that might

6:30need to be added to Salesforce.

6:32You probably noticed I didn't spend

6:34a lot of time looking at customer data on the account

6:36or contact record, and that was intentional.

6:39There is a time and a place to review or update

6:42specific information about the customer or the lead,

6:45but I also want to be careful that that is not

6:47the core part of my happy path.

6:50Because I do not want to get into the habit

6:52of using Salesforce as just my fancy phone book.

6:56I want to stay focused on action, on getting work

6:58done that moves deals forward.

7:01I hope this has been informative for you,

7:03and I'd like to thank you for viewing.

0:00Let's log right into Salesforce and explore

0:02the basics of navigating the Lightning interface.

0:05I'm on login.salesforce.com.

0:07This is the universal login URL for all of Salesforce.

0:10Unless you've been given a custom URL,

0:12then you should use that.

0:14And save yourself some time.

0:15Bookmark this login URL.

0:17So you just enter your login username and password,

0:20and then click log in.

0:22Or if you've never logged in, that's OK.

0:25I won't tell.

0:26But you should have received an email from Salesforce support

0:29asking you to verify your account.

0:31When you click through that, you set up a password for yourself

0:34and log in and you're in.

0:36Every time you log in, you're taken right to the Home tab.

0:39I have a whole dedicated Nugget with all my tips

0:41about the Home tab.

0:42In this Nugget I'm more focused on the tabs and some more

0:45basic navigation tips.

0:47So this set of tabs across the top here,

0:49this is your navigation bar.

0:51Think of this navigation bar as the menu

0:53of objects that are deemed necessary for your job role.

0:58It'll contain the standard Salesforce objects

1:00like accounts, leads, opportunities, plus

1:02items like home, tasks, notes, your calendar.

1:07And you might have custom objects

1:08that were added specifically for your company's business

1:11processes.

1:12The items listed on this navigation bar,

1:14they're all based on the app that you're using.

1:17What do I mean by app?

1:19An app in Salesforce lingo is a collection of tabs.

1:23It's just a collection of the specific Salesforce features

1:26that you have been given access to to be able to do your job.

1:29Apps are designed to give access to specific tabs

1:32or items or functionality that's needed by people

1:35in a specific job role.

1:37If you have a more broad job role,

1:39you might be given access to more than one app.

1:42That's actually pretty common.

1:43For example, right now I'm in the Sales app.

1:46And I can see that because it says so right here.

1:49The tabs that were grouped into the Sales app

1:51give me access to the common objects

1:53for somebody in a sales role.

1:55Somebody in a marketing role might

1:56be given access to an app that has objects that they commonly

2:00use.

2:00For marketing it would be really similar to sales,

2:02but it would likely have a tab for campaigns, maybe Pardot.

2:06Switching apps is really easy.

2:08You just go over here to this nine dot menu.

2:11We sometimes call this the rainbow waffle.

2:13And you access the App Launcher.

2:14That this little window that pops up.

2:16And the list of all the Salesforce

2:18apps that you've been given access to,

2:20those will be listed right here in these tiles.

2:22And you can see that you can click and drag and move

2:25the tiles around if, for some reason,

2:26you don't like the order that they're in by default.

2:28You can see that my org has apps for lead generators, sales

2:32leadership, sales operations.

2:34And below these tiles, that's the list

2:37of all the Salesforce objects that you have access to.

2:40We only give view tabs for the objects

2:42that we think you need fingertip access to right

2:45on that navigation bar.

2:46This list right here has all the items you have access to.

2:49Some are already tabs, and the rest probably

2:52didn't warrant a special place up on that navigation bar.

2:56So if I close out of that, do you see this More

2:58at the end with the arrow?

3:00If you click that arrow, that gives you access

3:03to any other objects that are listed on your tab,

3:06but maybe your browser isn't big enough to display everything.

3:09Those will be grouped under this More menu.

3:12This little pencil off to the right

3:14allows you to personalize your view of the tabs.

3:17When you click, you get the list of all of the tabs

3:19that are assigned to your nav bar.

3:21And then notice you can just click and drag to reorder them.

3:25Now you also have the ability to add specific items, even

3:29specific records to the nav bar.

3:32This whole part might be a little advanced

3:34if you're brand new to Lightning,

3:35but I'm going to show you anyway because I

3:36think you can handle it.

3:38I'm going to save the changes that I made here.

3:40I'm going to go back out to the Home tab.

3:42Now I'm going to navigate to my favorite client, Edna Frank.

3:45This is her contact record.

3:47Now imagine I'm working on a hot deal with her right now

3:50and I have to log a lot of activity

3:52and constantly look up her phone number.

3:54So to save myself a few clicks, I

3:56want to add this record to my nav bar for now,

3:59for the next couple of weeks while I'm working on this deal

4:02and getting this thing to close.

4:03All I do is I go back up to the Contacts tab.

4:06See this option down here at the bottom, Open in New Tab?

4:10I click that, and it pops up here

4:12on my navigation bar in italics.

4:14And then I can go about my day and very easily get back

4:17to her record if I need to.

4:19That tab will stay up there until I close this browser

4:22window or Salesforce goes idle.

4:24If I want to add it so that it's there

4:26every time I log in for the next couple of weeks,

4:29I should add it to my nav bar by clicking this option here.

4:34Isn't that great?

4:35It's such a fantastic time saver.

4:37And then when you get to a point where

4:38you're ready to remove it, you go back to the pencil.

4:41You find it and you remove it.

4:44The last point I want to make is you've probably

4:46heard that one of the benefits of Salesforce

4:48is that it's really flexible and customizable.

4:50So as you're looking at my screens,

4:52just keep that in mind.

4:53Mine will very likely look different from yours.

4:56I've made some modifications.

4:58Your org has customizations specifically for your business.

5:01So our screens won't look exactly the same,

5:04but the foundations are the same.

5:07I hope this has been informative for you

5:08and I'd like to thank you for viewing.

0:00If you've been tracking your client data in another CRM

0:03or in spreadsheets or via your invoicing system

0:06or maybe not at all, it's completely normal at this point

0:09to be asking, gosh, the data I used

0:11to track in this other way, where did all that information

0:14end up in Salesforce?

0:16I think it's helpful to look at a visual representation of how

0:19the data is organized in Salesforce.

0:21So I put together this Nugget to sketch out all the core CRM

0:24objects, which customer data lives within those objects,

0:28and how the objects are connected to each other.

0:31I think this is important because it isn't completely

0:33obvious, once you're in Salesforce, how

0:36the records roll up and are connected to each other.

0:39I'll give this to you from the perspective of the majority

0:42of Salesforce users.

0:43There are other industries that don't exactly

0:45follow this model, like nonprofits

0:48and financial services and health care care, maybe.

0:50But for the most part, this is what

0:52you're going to be looking at.

0:53Salesforce is an account-centric model.

0:55That means that the account object

0:57is seen as the master object off of which everything else hangs

1:01or is connected.

1:02The account record will contain the information

1:04about the business entity, its location, mailing address,

1:09billing address, number of employees, annual revenue,

1:12all the data about the company.

1:14In some situations, you will have more than one account

1:17record for a business.

1:18If accounts have many different divisions

1:20or many different locations, you could have

1:22more than one account record.

1:23That's very common.

1:24But the account record holds all the information

1:26about the business.

1:27Contact records hold information about the individuals

1:31who work for that business.

1:33So you'll have one account record

1:34to represent that company and that exact location.

1:37And many contact records for all the individuals

1:40that you interact with who work at that location.

1:43And that contains their name, their email address, cell phone

1:46number, information about specific interactions

1:49you've had with them.

1:51A lot of people in selling relationships

1:53think they sell to a person, so they

1:56have a hard time getting their arms around,

1:58no, you're selling to a business.

1:59You're interacting with the person

2:01about the opportunity and the sale,

2:03but you're selling to a business.

2:05Opportunities-- I'm not going to go into this in too much detail

2:07here.

2:08There's a whole Nugget specifically

2:09about opportunities and how they're used.

2:12Opportunities hold all the information

2:14about the potential deal.

2:16And then activities-- you could have logged phone calls, tasks,

2:19meetings with people from the company,

2:22many people, one person, those records also hang off

2:25the account record or they're visible from the account

2:27record.

2:28Sometimes they're also related directly to a contact,

2:31but this is the basic model.

2:33Now I know that there could be other custom objects connected

2:36to this, such as maybe a project record

2:38or some additional custom things that you might hang,

2:42but this is the standard data model in Salesforce.

2:47Let's look at a common practice which

2:48is for business developers to keep info about our deals

2:51in a spreadsheet.

2:52Something like this.

2:53When we translate this data into the Salesforce model,

2:57all the information about the company

2:58is now kept in an account record.

3:01All the details on the contacts at that company

3:04are held in a related contact record.

3:07Details about my potential deals or past deals--

3:10all of that is kept in an opportunity record.

3:13And actions like tasks or logged calls, meetings, those

3:17are all kept in activity records.

3:18So I have a history of what I did plus my next steps.

3:22All these records are linked.

3:24It's easy to view what's going on with the client

3:26from that master account record.

3:27And you're probably noticing, I have not yet

3:29used the term "lead."

3:31Lead is a very specific feature in Salesforce.

3:34We consider leads names of individuals who have not yet

3:37been qualified.

3:38They are not yet customers, so we

3:40keep their info in a lead record, which

3:42is separate from these types of customer records,

3:45until they're qualified and converted to become an account

3:48and contact.

3:49I have a dedicated Nugget focused

3:50on how to use the lead workspace in Salesforce Lightning,

3:53and all the tools that you can use

3:55to guide you through that lead qualification and conversion

3:58process.

3:59This is the model for the majority of Salesforce users.

4:02But like I hinted at earlier, some of you

4:04might actually be selling to an individual consumer

4:07or to a household.

4:08Maybe you arrange for life insurance or car leases,

4:11or you sell solar panels to households.

4:13In those situations, all the discussions

4:15that you'll have in your training

4:17will be more focused on contacts.

4:19And you may not access the accounts

4:21object as often as somebody who is selling into businesses.

4:24But I still want you to know this model,

4:26because it is the most common data

4:28model for Salesforce users.

4:31I hope this has been informative for you,

4:33and I'd like to thank you for viewing.

0:00At this point, you should have a general understanding

0:03of the data model in Salesforce and that there

0:06are objects where different types of customer data

0:08are stored.

0:09And that theoretical understanding

0:11is super helpful, right?

0:13No, I know it isn't.

0:15Let's take a look at Salesforce where your actual customer

0:17data is actually stored, plus I have a few navigation

0:20tips for you.

0:21From the Home tab to get to an account record,

0:24we could search for a specific customer record

0:26or we can find it listed on the Accounts tab.

0:28I'll select my customer GenePoint.

0:31Clicking on the account name takes you

0:33into the account record.

0:34And keep in mind, my account layout

0:36may look a bit different from yours.

0:38Mine has some customizations and yours likely does too,

0:41but the foundational elements should be the same.

0:44We'll first do a tour of the overall layout of this account

0:47screen.

0:48First thing you'll notice is this page

0:50is actually laid out in blocks of information.

0:53This is a block up here on the top,

0:55and then this is a big block in the middle,

0:57and then this is a block over here on the right.

0:59And within each block or component--

1:02that's the official term--

1:03there are some things that you can click around in.

1:06At the very top left will be a building graphic and words

1:09telling you that this is an account record.

1:11And then right next to that in bigger bold text

1:13will be the name of the account, the business or the entity

1:16name.

1:17I know that seems basic, but I get that question so much.

1:20How do I know if I'm looking at a lead or an account?

1:23This is how you know.

1:24You just look up in the top-left corner

1:25at the graphic and the words and they'll tell you.

1:28The account name is an important field for you to know.

1:31It contains the legal name of the business.

1:34Or this could be the name of a household, a hospital,

1:37university, a nonprofit, the name of the entity

1:40that is considered your client.

1:42Right below that is a few pieces of important data, the stuff

1:45that's deemed important enough to highlight it

1:47right at the top of the page.

1:49It's usually going to be a main phone number, location,

1:52active status.

1:54Down here in the center component,

1:56notice that there are some tabs within the component that you

1:58can click on.

1:59The Details tab contains all the details about this account,

2:03about this business.

2:05Each one of these little areas is

2:06a field where the specific data about the customer is stored.

2:10Oh, and this whole section's collapsed.

2:11Let me expand that so you can see what else is in here.

2:15Notice when I hover, a little pencil shows up.

2:18And if I double click, the screen changes a bit.

2:21I think it's actually a little easier

2:22to see the fields in this edit mode.

2:25Some of these fields are dropdown menus.

2:28Some you just type in the information.

2:30Some are for searching for other data

2:32to relate it back to this account record.

2:34And then if you scroll down, there's

2:35some system information about who created this record, who

2:38was the last person to edit it.

2:41So just let this sink in.

2:43The Details tab contains all the fields of data.

2:47OK, I'm going to cancel out of that.

2:48I don't want to make those changes.

2:50And now let's look at the Related tab.

2:52This Related tab has the other most important set

2:54of information about this customer.

2:56If I scroll a little, you see all these rectangles,

2:59these sections on the page.

3:01These are records that are related to this account

3:03record-- that's why this is called the Related tab--

3:06the contacts attached to this account, opportunities, notes,

3:10cases.

3:11Plus I added a custom object in my org called Projects.

3:15Each one of these sections will show a sampling, a short list

3:18of the related records.

3:20And notice when you hover on the name of that related record,

3:22you get a little pop up that shows

3:24some of the details of that related record.

3:26And you can click on the underlined name

3:28to go to that record.

3:31And notice in the top left, the icon is different

3:33and it tells you that you're on a contact

3:35record for Sandy Dolan.

3:37We'll covered this layout in just a second.

3:39But first, let's finish looking around the account record.

3:41I'm going to navigate back to the GenePoint record.

3:44Oh, here's a shortcut.

3:45I'm going to click on the account name right here.

3:47Because just keep this in mind, pretty much everything

3:50underlined in Salesforce is clickable

3:52and will take you to that record.

3:56So back on this Accounts page, I'm

3:57going to go back to the Related tab.

3:59There's one more thing.

4:00I just want to point out.

4:01These sections have an official name.

4:03They're called related lists.

4:06I want you to know the official term just

4:07in case you ever have to search help or google it.

4:10So if the question we're trying to answer

4:12is, where is all my customer data in Salesforce,

4:16the answer would be details about the company,

4:19such as the billing address, location, number of employees,

4:23that's all on the account record on the Details tab.

4:28Related data such as contacts at that company, previous deals,

4:32new deals, or custom information that you might be tracking,

4:36that would be found in related records on the Related tab.

4:40Activities, those that are coming up

4:43or activities you did in the past, that's all found over

4:46here in it's own component.

4:48You have one tab for Activity, and then it

4:51contains the activity timeline plus these subtabs

4:55to create new activities like a new task, log a call.

4:59I have a dedicated set of Nuggets

5:01about how to work with the activity timeline.

5:03For now, just know it's all right over here.

5:05This component also includes the Chatter tab.

5:08That's a collaboration space that

5:09allows you to either make notes for yourself

5:12or collaborate with colleagues right on this customer record.

5:15Before we step off this page I should

5:17mention that I've added a few custom tabs over here,

5:20really just to demonstrate that your admin may add some report

5:23charts or some additional tools or tabs

5:27for your specific business processes.

5:29And that would likely be found right in this area here.

5:33Let's take a quick look at the other standard objects

5:35where customer data is stored--

5:36contacts, opportunities, leads.

5:38We'll start with the contact record.

5:40I'll choose my favorite client, Edna Frank.

5:43If you understand the layout of the customer account record,

5:45you'll notice that the layout of contacts is really similar.

5:48You have your graphic telling you

5:50that this is a contact and the name of the person right here

5:52at the top left, along with some other important fields

5:55that are highlighted for you right across the top.

5:58You have this center component with the tabs.

6:00Clicking Details will show you the fields

6:02of data such as all the phone numbers, email addresses,

6:05title, job role.

6:07The Related tab lists all the records

6:10related to this contact--

6:11opportunities, files, notes, any record

6:14where this contact is related to that record.

6:18And notice, we also have a related list

6:20for related accounts.

6:22What is that?

6:23Contacts can have a relationship with more than one account

6:26record.

6:27So this will list all the accounts

6:29where my contact has some relationship

6:31or role with that account.

6:33I have a dedicated Nugget explaining

6:35related accounts and contact relationships and

6:38how to set this up.

6:40Notice the activity timeline over on the right.

6:42It's pretty much the same layout as what

6:44we saw in the account record.

6:46Now let's look at an opportunity.

6:48Remember that you can click on the name of any

6:50of these related opportunities to go right

6:52into that opportunity record.

6:54And on that screen up in the top left,

6:56you have the opportunity graphic,

6:57the name of the opportunity, and a few key data

7:00fields highlighted for you right across the top.

7:03But looking at this, you probably

7:05notice that it has the same components

7:06as those other objects that we've been looking at,

7:09but they're not in the same spots.

7:11Activities are in the large area in the center alongside chatter

7:15and details.

7:16And related records are over here off to the side.

7:20Now this is by design.

7:21Opportunity records, it's actually called the opportunity

7:25workspace.

7:26The intention is that you come here to get work done,

7:28move this deal forward.

7:30So we put the activity timeline in the most prominent spot

7:33right here on the center to keep you focused on action.

7:37The same thinking applies to leads.

7:40If I jump into a lead record, this is actually

7:43called the lead workspace.

7:46We use this object to track the same type of data

7:49that we would track for existing customers.

7:51But this Lead Workspace, this is what

7:54you use to track information about prospects

7:57that are not yet qualified.

7:59They have to go through some qualification process

8:01to determine whether or not they should be converted to become

8:04an account and a contact.

8:06So one more time, circling back to, where's

8:08my actual data in Salesforce?

8:10Information about your customers,

8:12the accounts you sell to, is found in the account record.

8:16All the information you enter and track about the people

8:19you interact with is found in their contact record.

8:22Details about the deals you are working

8:24with that account, that's all entered and updated

8:27in the opportunity workspace.

8:29And brand new prospects who are not yet qualified,

8:32that information is entered in managed into a lead? workspace.

8:36And all your activity that you do to support the customer

8:39and move the relationship forward

8:40is kept on the activity timeline in a task, an event,

8:43or a logged call within one of those customer or lead records.

8:47I hope this has been informative for you

8:49and I'd like to thank you for viewing.

0:00Hey.

0:00Psst.

0:01You know that stack of business cards

0:03that you have on your desk or the stack

0:05that you have in your car in your cup holder?

0:07Or maybe you're fancy and you took pictures of them

0:10and they're on your phone.

0:11Yeah, gather up all that stuff.

0:13We're going to get all that customer information entered

0:15in the Salesforce.

0:16I'm going to show you first how to create account

0:18records to represent all the businesses on those business

0:22cards--

0:22the ones that are already customers.

0:24So be logged into Salesforce, and wherever you are

0:26in Salesforce-- probably on the Home tab--

0:29you're going to navigate to Global Search.

0:31Yeah, that's right you're going to search before you

0:34add anything to Salesforce.

0:36We always search before we add leads, accounts, contacts

0:39to make sure that they're not already in there.

0:42I'm working in my training org.

0:43I'm going to be putting in test data,

0:45but this exercise will stick with you

0:47better if you do this with a real customer.

0:50So I actually do want you to get a business card or an email

0:53from someone you've been working with.

0:54And if you don't have one, that's OK.

0:56Just create test records.

0:58Just clearly label them that they're test,

1:00and you can delete them when we're done.

1:01I'll show you how to delete them.

1:03So search for your client first and make

1:05sure they're not already in there.

1:06I'm going to search for my new client, Metric Solar.

1:09No results found.

1:10Looks like I'm good to add them.

1:12Then I'll navigate to the Accounts tab.

1:14By default, I'm taken to the list

1:16of recently viewed accounts.

1:18I can click New over here on the right to create a new account

1:21record, or a shortcut would have been

1:23for me to just click this down arrow on the Accounts tab

1:27and click the plus new account option.

1:29That brings up a new window with all the fields

1:31that we need to populate for this account.

1:33So take a moment right now and tap

1:35in everything you already know.

1:37There's a couple of things I do want to point out on this page.

1:39Anything marked with a small red asterisk,

1:42that's required for you to be able to save the record.

1:45And you probably have fields that I don't have,

1:47I have said that you don't have.

1:49If you're looking at some of your fields

1:50and there's information that you don't have at your fingertips,

1:53like maybe the industry or the number of employees,

1:56let me give you a tip about that.

1:58Take two minutes right now and look it up.

2:00If you can Google it, look it up.

2:02Because if you're thinking, oh I'll

2:03just fill in a couple of critical things,

2:05and then I'll come back later and fill in the rest.

2:07What I know for sure is, you won't.

2:10You won't come back and fill that stuff in.

2:13And then someone is going to have to do it,

2:15and it might be you.

2:16Or it might be somebody else.

2:18Take the time right now to populate everything you can.

2:21You don't want to be left with a big data cleanup

2:23effort and a couple of months or some perception

2:26that you put in a bunch of dirty data into Salesforce.

2:29So I'll go through these fields with you,

2:31and I know that you don't need a click

2:33by click detailed tour of every single field on this screen.

2:37But there are a few questions that always come up.

2:39So I'll cover those just in case you have the same questions.

2:42Let's start with account name.

2:44The industry standard is you always use the legal business

2:47name in the account name field.

2:48No abbreviations, no initials, no location,

2:53just the legal business name.

2:55And Salesforce has an internet search function

2:57that may recognize what you are starting to type in.

3:00If you see the company listed, click on it,

3:03and then several of the fields on this record

3:05will automatically populate.

3:07And you'll want to ask your manager

3:09or your Salesforce admin what is our naming

3:12convention, especially if there is the word

3:15The in the legal name--

3:17the Home Depot, The Cookie Shop.

3:19Do you put the word The in there?

3:21Do you put it at the beginning, do you always leave it out?

3:24That's one of those things that can get you tripped up,

3:27and then you end up with duplicates

3:28in the system because some people are looking for the Home

3:31Depot under H, some are looking for it under T.

3:34So just ask about that if you're not sure.

3:37Account owner.

3:38Notice it defaults to me.

3:39Because I'm creating this, I am the default account owner.

3:43And if that's not right, if this is actually somebody else's

3:45account and I'm just creating it to be able to assign it

3:48to them, I'll be able to do that after I save the record.

3:52Description.

3:53I always put in something descriptive

3:54because I need to see at a glance which account

3:57record am I looking at here.

3:59Parent account is used to create account hierarchy.

4:02You populate this field when the account

4:04is a division or a location of another account,

4:07and you want to represent the company hierarchy

4:09in Salesforce.

4:10So I've linked this Client, Metric Solar,

4:12to its parent company, Mercury Solar.

4:16The phone field has some preset functionality to help you out.

4:19All you should have to do is tap in the digits,

4:22and then after you save this, Salesforce

4:24should auto apply the correct formatting, no matter what

4:27global region you're in.

4:29Industry is a standard field in Salesforce,

4:31with a standard list of recognized industries.

4:34And then employees.

4:35That's asking for the number of employees

4:37that work for this company.

4:39The address information at the account level,

4:41the standard functionality is to track billing and shipping

4:43addresses.

4:44Your admin may have modified this in case

4:46your organization does something different with the account

4:49addresses, but that's the default behavior.

4:52And this is one of my favorite shortcuts.

4:54If you know part of the address, you

4:56can enter it here to search for the full address.

4:59If you select one of the suggestions,

5:01all the fields will auto populate.

5:03Isn't that handy?

5:04And I've tested this with addresses

5:05in several international locations,

5:07and I was able to look up international addresses.

5:10And the fields should populate for you,

5:12as long as your address layout has the correct fields

5:15to accept that country's address format.

5:18So populate the address for your customer

5:20for both billing and shipping addresses, and once all of that

5:23is set, click Save.

5:24And you are taken to the account record.

5:26The customer name is up here on the left,

5:28along with a few key fields.

5:29And the rest of the fields that you just populated

5:31are located on the Details tab.

5:33Plus there's some information if you scroll down,

5:36like who created this record, at what time and day,

5:39the last time it was modified.

5:41Now at this point, if you want to further modify anything,

5:44you just double click on one of the sections

5:46to go into Edit mode, make your changes,

5:48and then be sure to click Save when you're done.

5:51The related tab has the list of related records

5:54for this account.

5:55It's all blank right now because we just created this one,

5:57but this is where you will start to add

5:59your contacts, opportunities, or notes for this account.

6:02And over to the right is the Activity tab

6:05that has the activity timeline.

6:07If you have something you need to do for this client,

6:09capture that right now in a new task.

6:12Or if you had a recent conversation with the client,

6:14take a second right now to log it.

6:16Back to the details of this account.

6:18Notice the account owner.

6:20It's showing my name, because I created it.

6:22If I needed to make a modification,

6:24I would just click this little icon,

6:26and I could choose another user's name.

6:28And I like how they spell out the implications of this change

6:31right here on the screen.

6:33So if you're in a role where you're

6:35responsible for creating account records,

6:37making sure all the data is accurately populated,

6:40and then assigning it to the correct sales rep or business

6:42developer, this is the process that you would follow.

6:45So I'll cancel out of that, and from here, there are three very

6:49common next steps.

6:51First, you create a new contact record for every person

6:54that you interact with at this company.

6:57Then, there are likely two or three next steps or things

7:00that you need to do or that someone else needs

7:03to do to keep this relationship with this customer moving

7:06forward.

7:07So you would create a new task for yourself

7:09or for someone else to keep everything on track.

7:12And lastly, you add an opportunity that

7:14has all of the information about the deal

7:16that you're already discussing with the client or the deal

7:19you're about to propose.

7:21There are separate Nuggets with all the details about how

7:23to do all three of those things, so it's

7:25viewer's choice from here.

7:26You can continue to create account records,

7:29or you can take this one deeper, add those contacts,

7:32add tasks, and add those opportunities.

7:35And if you just created test records,

7:36be sure to delete them when you're done exploring.

7:38If you have this permission, you'll see a Delete button

7:41in the top right area.

7:43If you don't see Delete, ask your Salesforce admin

7:45to delete those test records for you.

7:47But you, keep working this.

7:50Get all the information out of those business cards,

7:53out of your head, and into Salesforce.

7:55I hope this has been informative for you,

7:57and I'd like to thank you for viewing.

0:00In Salesforce lingo, contacts are all those people

0:03that you interact with at your client locations.

0:06Every individual gets their own contact record.

0:08If you've already added the business

0:10to Salesforce in an account record,

0:12then you're ready to add those contacts.

0:14Now this is a hands-on lab.

0:15So have some information in front of you--

0:17some names, email addresses, phone numbers, mobile numbers.

0:21Let's get all those contacts into Salesforce.

0:23There is more than one way to add a contact.

0:26The first option is this Global Actions Menu on the right.

0:29You might have the option on this menu to add a contact.

0:32And you would fill in all the fields,

0:34making sure the ones with the red asterisk are completed.

0:37Otherwise, you can't save the record.

0:38Or the second option--

0:40and this is actually the one I want you to do in this lab.

0:43You navigate to the appropriate account record.

0:46And from the Related tab in the context-related list,

0:49click New Contact.

0:52So I'm on the screen to add the new contact.

0:54And here are all the fields that I need to populate.

0:56But I'm going to scroll down on my screen

0:58because I want to show you something.

0:59Notice the address information.

1:01This populated from information that you had already

1:04input at the account level.

1:07So if this contact is located at a different location,

1:10be sure to modify that.

1:11Same thing with the phone number.

1:12If you put in a general phone number at the account level,

1:15that flowed automatically into this field here.

1:18So if this person has a different primary phone number,

1:21be sure to modify this field, as well.

1:23So I'm going to add some data to these fields.

1:25And I don't mean to give you a click

1:27by click tour of every single thing on this screen.

1:29I know you don't need that.

1:31But there are a few things that I want to point out.

1:33Anything with a red asterisk is required

1:35to be able to save the contact.

1:37First name and last name, obviously, these

1:39are critical fields.

1:41And always double check that you're

1:42creating this contact record on the correct account record.

1:46If you need to change it, you just click here,

1:48search for a different account record.

1:50This field is what creates the link between the account

1:54and its related contacts.

1:55Email address is really important to populate.

1:58You won't be able to send emails to this client

2:00or include them in any mass emailing lists,

2:03unless this email field is populated.

2:05And the email address is also used to catch duplicates

2:08in this system.

2:09Many orgs have been modified to capture more than one email

2:12address.

2:13So populate all the email addresses

2:15you have for this person.

2:17It doesn't mean that they'll receive duplicate mailings.

2:19Salesforce actually has features to prevent that.

2:22We just, usually, want to give you

2:23an option to capture all the possible contact email

2:26addresses.

2:27And phone numbers-- just remember

2:28that you can tap into phone number digits.

2:30And when you save the record, the phone field

2:32will automatically format according to the global region

2:35that's set up for your org.

2:36Now, let's talk about this field, Reports To.

2:39This is an interesting feature in Salesforce.

2:41It's used to create a contact hierarchy.

2:44So anyone can see at a glance who

2:46the players are at this company and how they're

2:49connected to each other.

2:50So if Eddie's manager was already entered as a contact,

2:53I could populate that manager's name into this field.

2:56And that creates a tidy, reporting structure hierarchy

2:59for me to refer to later if this account and all the contacts

3:03get complicated over time, which is pretty common.

3:06Once you have all your fields populated, click Save.

3:09You get a confirmation message at the top of the page,

3:11and you'll see the contact listed right here

3:13in this related list.

3:14Let's click into the name to go in

3:15and look at more contact details.

3:17First, notice that the contact owner,

3:19it defaulted to me because I'm the one that

3:21created the record.

3:22If someone else should be the owner,

3:24I would click this little icon to modify that.

3:27This little icon that looks like an org chart.

3:29This is where you can see contact hierarchy--

3:32the relationship between all these contacts.

3:35I like how they flag which contact I was

3:37on when I clicked into this.

3:39And to get back, I can browse your arrow back.

3:41Or I can just click on Eddie's name.

3:43It really is that straightforward

3:45to add your contacts to an account record.

3:47If you have to add more, notice that you can quickly

3:49get back to Metric Soler by clicking on the account name

3:52right here.

3:52And you would just navigate to the Related tab.

3:54Click the New Contact one more time.

3:56But I want to show you something additional on this one.

3:59First of all, notice that Eddie that we just added

4:02is listed right here.

4:03And there's a checkmark in the direct box.

4:06That is telling you that this is a contact directly related

4:09to this account record.

4:11Usually what that means is they work for this company.

4:15You can add other individuals to this list who

4:18don't work for this company.

4:19But they have some relationship or involvement

4:22with the company.

4:23Maybe they're a consultant, an attorney, a board member.

4:26Instructions for how to manage contact relationships

4:28are covered in a separate Nugget.

4:30But I wanted to point out that that is an option.

4:33And there's one thing related to this

4:34that I want to show you on Eddie's record.

4:36The contact that we just added.

4:38If I click View Relationship, I'm taken to a new screen

4:41where I can edit the direct relationship with this account.

4:45Is he a business user?

4:46Is he the decision-maker or just an influencer?

4:49And depending on your industry, you

4:51might work with a lot of different people

4:53at this account.

4:54You might be talking to four, five, six people about the one

4:57deal.

4:58I really like this feature because it gives me a chance

5:00to sit down, think about everyone that I'm interacting

5:03with at this client site, get everybody's names

5:05into Salesforce, and then sort through who's who

5:08and really who is who.

5:10Whose the executive sponsor?

5:12Who's got the budget?

5:13It's almost like a meditative experience for me.

5:16And once I get everybody into the system,

5:18it actually spurs a lot of ideas about next steps and other ways

5:22to go about what I'm trying to get done.

5:25I encourage you to explore this feature.

5:27I think you'll find it to be a worthwhile investment

5:29of your time.

5:30So for Eddie, let's finish this off.

5:32I'll double click to get into Edit mode.

5:34And in the roles field, let's call him a Decision Maker.

5:37And I'm going to say his relationship strength

5:39with the company is strong.

5:40He's been there for a while.

5:42He seems well-respected.

5:43We'll put a start date in, and then I'll click Save.

5:46Oh, wait, before I save.

5:47Look at the end date.

5:48You populate the end date when this person

5:50no longer works for the company or no longer has

5:53a relationship.

5:54Now click Save.

5:55And then to get back to Metric Solar,

5:57I'll just click on the name here.

5:59OK, one more important thing that I want you to see.

6:02If you decide to use the Global Actions option

6:04and add a new contact using that option,

6:07I want to point out three important things.

6:09First, you do not see all the fields using this approach.

6:12You don't see that address that's

6:14going to flow down from the account or the Reports

6:16To field.

6:18This plus sign Global Action menu,

6:20it's meant to be a shortcut.

6:21It's a fast track option for you.

6:23But I want you to pay close attention

6:25to what is listed for you to populate and understand

6:28what was left off.

6:29Because you might need to go into that newly created record

6:31at some point and add the rest of the data.

6:34Second, notice that you get the confirmation

6:36that the record was created.

6:38But the screen doesn't change to show the record that

6:41should be listed there now.

6:43It's a function of the browser.

6:44If you just refresh, like I'll tap F5, then the newly

6:48created record will appear.

6:50And third, there is a third way to add contacts

6:53right from the Contacts tab.

6:55Any of these three options are fine.

6:57Just choose the one that works the best for your work process

6:59and make sure that you have the accurate

7:01account linked to that contact.

7:02And you should be good.

7:05Oh, I skipped a part where I was going

7:07to tell you to search first before adding anyone.

7:11But I'm sure you remember that.

7:12You don't want to get a reputation

7:14for adding duplicate contacts into Salesforce.

7:16So you would always search first before you add anybody.

7:19And if you did just create a duplicate or a test record,

7:23you can delete that by going to the record

7:25and look for the Delete button in the top right area.

7:27If you don't have that delete permission,

7:29just ask your Salesforce admin to delete it for you.

7:33Gone are the days of scrolling through your email inbox

7:36looking for contact info, right?

7:38Or sorting through that stack of business cards,

7:40trying to find somebody's email address.

7:42You're going to spend a little time to get that data off

7:44of paper, out of your email inbox and into Salesforce.

7:48And then it will forever be so easily available

7:51right at your fingertips.

7:53I hope this has been informative for you.

7:55And I'd like to thank you for viewing.

0:00What do you mean by lead?

0:02What's the difference between a lead and an opportunity?

0:05Wait, what's the difference between lead and a contact?

0:07Isn't everyone a lead?

0:09These are questions I get every week.

0:11I want you to understand the leads object.

0:13Understand the intention of it, what it does, how it works

0:17and functions in Salesforce, and the difference

0:19between leads and all the other standard objects.

0:22When I started to think about leads this way,

0:24it really helped it click for me.

0:26A lead is just a name.

0:28It's not a potential deal.

0:30It's not an opportunity.

0:32A lead is just a name.

0:33And when you think about a list of leads, it's a list of names.

0:37Names not yet qualified.

0:40Is this person a decision maker?

0:42Do they have a true need or are they just price comparing?

0:46Does the timing work?

0:47So that's the discovery process to understand.

0:50Can you qualify this lead and actually

0:51convert them to be somebody that you will probably do business

0:54with?

0:55In some industries, you stop there.

0:56Like if you're in insurance, or financial services,

0:59or you're in a leasing company, you might stop there.

1:02If not, if your services and products

1:04are intended to be sold to a company, you keep going.

1:08You have to qualify the company too.

1:10Is there really a budget from the company perspective?

1:12Are resources assigned?

1:14Is there a timing match between when they need it

1:17and your ability to provide whatever it is that you sell?

1:20Is there an overall match?

1:22And if you get to the point where you say yes,

1:25that lead is considered qualified

1:27and it gets converted.

1:28Let's talk about where the leads come from.

1:31Where did this name come from?

1:32What was the source of the name?

1:34We call that the lead source.

1:35It is often a web form, a trade show list or a business card

1:39fishbowl that you put out at the trade show, a purchase list

1:42that marketing purchased, networking--

1:45you're out meeting people all the time.

1:47If you come across somebody interested in your products

1:49and services, that's a lead.

1:51Oh there's one missing--

1:52incoming calls.

1:53This isn't as common, but I do have clients where

1:57the front desk phone rings.

1:59It's somebody who's interested to place an order.

2:01So a lead is created.

2:02And keep in mind, any one of these lead sources--

2:05that's actually a CSV file or some type of a list--

2:07will need to be data loaded into Salesforce by someone.

2:10And it's usually the admin who does that.

2:12So let's move on to talk about the next most important

2:15consideration with leads, and that's the status field.

2:18There's a field on the lead record called lead status.

2:21It is kept updated by the owner of the lead.

2:24And heads up, that might be you.

2:26The intention is that you, as the owner

2:28responsible for qualifying this lead,

2:30you'll do all the due diligence to contact, email,

2:33ask questions, and determine whether or not

2:36this lead is qualified.

2:38Throughout your discovery, your noting your actions

2:40and changing the status to reflect your findings to date.

2:44Salesforce lightning has several helpful tools

2:46to guide you through this process

2:48and make it really easy to keep all your leads updated.

2:51This whole concept of leads, and everything I've talked about,

2:54it will solidify more once you get some hands on experience

2:57with leads.

2:58Be sure to view the Nugget covering the lead workspace,

3:01where you will create a lead record.

3:03And practice moving the lead through lead statuses,

3:05all the way to the point where you determine that the person,

3:08and the company they work for, that they're qualified.

3:11And you'll convert the lead using the Salesforce conversion

3:14process.

3:15I hope this has been informative for you.

3:17And I'd like to thank you for viewing.

0:00We've already established that leads

0:02are names, names of prospects who

0:04have shown some interest in your products or services,

0:06but you haven't yet qualified them.

0:08Your goal with leads is to do all the discovery

0:11to know whether you will convert the lead into a customer.

0:14During the discovery and qualification process,

0:16you'll be working with the lead workspace.

0:19That's the official name for the lead record.

0:21It has all the details of the person, the company

0:24they work for--

0:25we'll get into all that in just a second,

0:27because in this Nugget, we're going to create a lead record.

0:29And I'm going to show you how to use

0:30all the features of the lead workspace

0:32to keep you driving towards qualification.

0:34And then in the later Nugget, I'll

0:35show you how the conversion process works.

0:38Before we move into Salesforce, let's

0:39quickly talk about how leads get into Salesforce.

0:42Many organizations have automations in place

0:45to generate new lead records from marketing campaigns or web

0:48site registration, or some other web forms,

0:51or maybe lists are being uploaded.

0:53So creating a new lead, like we're about to do,

0:56may not be part of your actual work process,

0:59but I still want you to understand this process just

1:01in case.

1:02So wherever you are in Salesforce,

1:03navigate to the Leads tab.

1:05There's a new button over in the right area.

1:07So go ahead and click New.

1:09We could have also used this option here on the Leads tab,

1:12this Plus New Lead option.

1:14If you have a person who you think

1:15should be entered as a lead into Salesforce,

1:18get their information and have that in front of you.

1:20And if you don't have a real example,

1:22just create a fake record that you can

1:24delete at the end of this lab.

1:26I'll go ahead and add some data to my fields.

1:28And I'm going to walk you through the critical fields

1:30on this page.

1:31I'm assuming you don't need a detailed tour

1:32of every single field.

1:34And I'm actually going to leave some of my fields blank,

1:36because I want to show you some handy editing

1:39features that are available.

1:41First thing to notice, there are red asterisks on this record.

1:44Those must be populated before you can save.

1:47We usually enter the first name and last name first, and then

1:49the company, that's pretty standard.

1:51So go ahead and tap that information in.

1:54And then notice the lead owner.

1:55It defaults to me, and defaults to you,

1:57because we're creating the record.

1:59If I were creating this record and intending

2:01to assign it to someone else, I can do that after I save it.

2:05And then there's the lead status.

2:07These are just some sample statuses

2:08that I have in my training org.

2:10Your list will be different, but here's

2:12how I want you to think about this list of lead status

2:14options.

2:15You will probably have something that

2:16indicates you are trying to get in touch with this person

2:19and make some initial contact.

2:21While you're in the process of trying to make contact,

2:23you change it to that stage or that status.

2:26Once contact has been made and you're going back and forth

2:29asking, what is your timeline?

2:30Do you have a budget?

2:32Who's the decision maker on this?

2:33You know, all the things that you ask

2:35while you're qualifying a lead?

2:37That's this stage of working or qualifying.

2:40Whatever the term is in your org,

2:41there should be a status option that

2:43indicates you're in the process of working the lead.

2:46And then you will likely have some status that

2:48indicates this person is not qualified,

2:51but let's continue to nurture them and continue

2:54to form a relationship.

2:56They should still get newsletters.

2:57They should still get alerts from us,

2:59because there's something about the situation where

3:01the timing isn't right or they don't have a budget right now,

3:04they're about to be bought out by another company,

3:06and there's something interesting

3:08there to continue to nurture, but just not yet.

3:11There's usually some status in your org that will mean that.

3:14And then there's another lead status

3:16that means this person is not qualified.

3:18They are not a good lead for us.

3:20They already have a strong relationship someplace else

3:23maybe, or it's press, or a student,

3:26or they have a fake name like Mickey Mouse.

3:28The lead is unqualified to become a customer.

3:31There's usually both of these unqualified options

3:33on your list.

3:34If not, definitely talk to your Salesforce admin, or your sales

3:37leader, about how to handle both of those different situations.

3:41And then qualified is generally not a status

3:43that you actively choose while you're working the lead.

3:46This is a status that you apply when you convert the lead.

3:49Or if for some reason, you want to mark them qualified

3:52but you just can't convert them yet,

3:54you could change the status to this.

3:56So that's just a quick overview of how

3:58to use the lead status field.

3:59And your sales leadership or your Salesforce admins

4:02will likely be giving you a lot more direction

4:04on this specific business process for your firm.

4:07The Company field-- enter the name

4:09of the company where this person works.

4:11This field becomes the account name

4:13when the lead is converted, so make sure

4:15that at some point along the way you

4:16have confirmed the legal name and the spelling

4:18of the company.

4:19Leads source-- if this lead was automatically

4:22spawned from marketing or a web activity,

4:25this should already be populated.

4:27If it's blank and you know the source, you should populate it.

4:30This is critical data for you and for marketing.

4:32So for this one let's choose, circle of influence.

4:36Make sure you have an accurate email address.

4:38Email addresses are used to determine

4:40whether this lead might be a duplicate to another lead

4:42or a contact, and to keep data integrated

4:45if this person has a profile of activity

4:47being tracked by marketing.

4:50And then there's the phone number.

4:51Just remember that you can tap in the phone digits,

4:53and when you save the record this field

4:55will automatically format for whatever global region

4:58that you're in.

4:58That's something that's preset by your Salesforce admin.

5:01Populate the address information if you have it.

5:04If you don't, take him in right now

5:05and Google it, because it's probably pretty easy to find.

5:08You can search for the full address using this feature

5:11here, and that will auto populate

5:13the rest of the address fields.

5:15Under additional information, number of employees

5:17is another one of those things that you can probably just

5:19Google right now.

5:21Once you have all your fields populated,

5:22you're ready to click Save.

5:24Notice if you have several leads to enter,

5:25you can click Save and New.

5:27After you click Save, you're taken to the lead workspace.

5:30This top highlights panel shows you the lead name,

5:33and a few fields that have been chosen for this prominent spot.

5:36Oh, and we have some blank fields that

5:37need to be populated.

5:39And then right here we have my favorite feature

5:42on the lead workspace.

5:43This is called Path.

5:45See how it has all the lead statuses

5:47listed out along a path?

5:49And notice we can collapse and expand this.

5:52In the new status--

5:54this admin is so smart--

5:56the key fields listed in this new status--

5:58these are the same fields that are up

5:59in that highlights panel.

6:00The admin is trying to make it easy

6:02for us to get that data populated using the Path tool.

6:05I'll show you in a second how to do that.

6:07Because the path feature does three important things for you.

6:10First, you can use the path tool to change

6:12the status of the lead.

6:13It's so easy.

6:15As your lead moves through your qualification stages,

6:17you can click the current stage on this graphic,

6:21and then you click Mark as Current Status.

6:23Or if you're on the current status and that feels complete,

6:27you click Mark Status as Complete.

6:29And the status will change to the next status over.

6:32Notice that Path will display new fields

6:34that are considered key for that status.

6:37This is the second thing that Path does.

6:39It highlights critical fields and makes it really easy

6:42to populate them.

6:43Go ahead and pause to populate some of this data.

6:45You just double click into any field and enter the information

6:49and then click Save.

6:50Oh, and if your admin has not configured

6:53this area with key fields, it'll be blank for you.

6:56In fact, if this whole thing hasn't been set up,

6:59you might not even see the down arrow

7:00to expand and collapse Path.

7:02If that's the case, you can click the Edit button

7:05in the top right to the data.

7:07And you need to talk to your admin or your sales leader,

7:10because as you can see, Path has shortcuts that you

7:12need for lead management.

7:15OK, back to our data entry.

7:16Continue to populate the fields that are critical for the stage

7:19that your lead is actually at.

7:21And notice this section over here to the right.

7:23This is the third thing Path does.

7:25It can serve up guidance that is tailored

7:28to your prospecting process.

7:30In my org, I have specific instructions

7:32for what is expected at each stage and even guidance

7:35on how quickly I'm supposed to move leads through the process.

7:38If you have information in your org,

7:40take a moment to review it, and then we'll

7:42look at the rest of the features available

7:44on the lead workspace.

7:45Because the other critical process

7:47when managing leads is planning what you will do,

7:50and logging what you've already done to qualify the lead.

7:53So let's pretend it's been a week.

7:54I've been in touch with Meg.

7:55I've been logging calls with her.

7:57I have an open activity, something that I

7:59need to finish up this week.

8:00I was able to reach her live, and we had a good conversation

8:03about her needs.

8:04So I captured that in a note.

8:06I'm getting all this information out of my head

8:08so I don't have to carry it around in trying to remember

8:11my next steps, what were the details she told me, I capture

8:14everything in Salesforce.

8:16All my actions and meetings are captured on this activity tab.

8:19This is where you can log a call,

8:21create a new task for yourself or a colleague,

8:24add a meeting to your calendar, or send an email to the lead.

8:28If you have a real task that you need to do for your lead,

8:31create that now and assign a due date, and then save it.

8:34That task will now show on the activity timeline.

8:38If you've already taken some action with this lead,

8:40maybe you called or emailed the lead,

8:42you can log a call to capture that activity.

8:45Click the log a call tab, enter a subject line,

8:48make the subject descriptive.

8:49Don't leave the default subject, call.

8:52Don't leave that, because it will

8:53be impossible to find your notes later if all your logged calls

8:57have that same subject line.

8:59Add comments if needed.

9:01And then save that logged interaction.

9:02And that will now show in the past activity section.

9:05Be sure to explore the Notes feature.

9:08You will see notes as a related object

9:10on pretty much everything in Salesforce-- opportunities,

9:13accounts, leads.

9:14And there's two ways to use notes.

9:16First, you can enter a new, fresh note

9:19for every tidbit of information that you want to capture,

9:22or you can create a master note where you just keep

9:25adding information over time.

9:26For the lead that you're entering,

9:28if there is any information about this lead

9:30that you want to get out of your head

9:31and document it for yourself or others,

9:33pause now and create a new note record.

9:37Now, let's pretend I have something

9:38specific to add to one of the data fields.

9:40I can click Edit in the top right,

9:42or I can go to the Details tab and double

9:45click in any of these fields, and then

9:47modify anything I need to and then click Save.

9:50And if I feel like I'm to the point with her

9:52where I think she's qualified, there's

9:54a budget, executive leadership sponsorship,

9:57the timing works out, I'm going to go ahead convert it.

10:01In this Nugget we created a new lead record

10:03and explored the features of the lead workspace in Salesforce

10:05Lightning.

10:06We stopped just before converting this lead

10:08to customer records in Salesforce.

10:11I hope this has been informative for you,

10:12and I'd like to thank you for viewing.

0:00<v Instructor>In this nugget, we'll convert a lead record.</v>

0:02I'll show you how it works,

0:04and I want you to follow along in your org

0:05so you get some hands-on experience with this.

0:08And I have a few tips for you that I'll cover at the end.

0:11First, let's talk about

0:12what happens when you convert a lead in Salesforce.

0:15When you click the convert button,

0:16that lead record almost ceases to exist.

0:19It doesn't really technically,

0:21but it may appear to you that it has.

0:23That's because new records will spawn from the lead record.

0:26There will be an account record with all the business

0:29or household information

0:30and a contact record with all the details about the person.

0:34And you may also choose to create an opportunity record

0:37to represent the details of a potential deal.

0:40And notice my asterisk.

0:41There are other scenarios that I'll review,

0:43but this is the most common lead conversion scenario.

0:46If you already have a lead record to convert,

0:49navigate to that lead record.

0:51If you don't have one, pause and create a fake record

0:53that you can use for this practice.

0:55I'm on my lead record.

0:57I'm just glancing at the information

0:58that I have on this record.

0:59I like to check whether I have any open tasks on the lead,

1:03and if any are actually completed, I make that update.

1:06But keep in mind, any open tasks

1:08will flow over automatically

1:10and those will display on the newly created

1:12account and contact records.

1:14The convert button is in the top right area.

1:16Mine's hidden over here.

1:18When you click the convert button, you're taken to a screen

1:21with three sections related to accounts,

1:23contacts, and opportunities.

1:25Notice in accounts you can choose to create a new account

1:28or add this person as a contact to an existing account.

1:31If you choose add to existing,

1:33you can search for that account and then select it.

1:35But this lead is actually the very first person

1:38from her firm to contact us,

1:39so in my situation, I'll create a new account.

1:42Notice that the company name I had this whole time

1:45on the lead record was Tilly Industrial.

1:47If that was not correct, I could modify it here.

1:51And I have the option

1:52to choose which account record type to use.

1:55You may not see this, but if you do, definitely click on it.

1:58I want you to see what record type options you have.

2:01In my setup, I have record types

2:03with fields relevant for business or household customers

2:07or a competitor layout.

2:09So I have to make sure to choose the right option here,

2:11otherwise I won't have the correct fields

2:13to input the details.

2:15So go ahead and make your account choice.

2:17And then in contacts, notice you can create

2:19a new contact record or you can choose to merge this lead

2:23with an existing contact record.

2:25Let's talk about this one for a second,

2:27'cause it is a great feature.

2:29Sometimes it happens

2:30where a person is already in the database as a contact,

2:33but their name comes in again as a lead.

2:36It might take a little discovery

2:38before you realize that they're already in Salesforce

2:40as a contact.

2:41And if you had added any notes or logged any calls

2:44while you were working them as a lead,

2:46if you choose this choose existing option,

2:49any notes and activities are added

2:51to the existing contact record

2:53that was already in Salesforce for this person.

2:56And see this little option down here?

2:57You can also choose to update the lead source if this person

3:01is all of a sudden active because of a new campaign.

3:05But if none of that applies, just click create new,

3:08double check the name,

3:09and that's all you need to do for contact.

3:11So go ahead and make the correct choice there.

3:13The third section has the options for opportunities.

3:16First, notice that you have the option

3:18to not create an opportunity

3:20by checking this little box here.

3:22Or you can choose to create a new opportunity,

3:24just enter a descriptive name in this box.

3:27If you have chosen an existing account record,

3:31you will have the option to relate this lead name

3:33and the lead source to an existing opportunity

3:37that's already on that account record.

3:39This last option is a bit slippery to get your head around,

3:42so I'll show you in a second exactly how that works.

3:45You have the option to choose which user should be the owner

3:49of the newly created records.

3:51And converted status may have options.

3:53Mine shows two.

3:54If you have options, be sure to ask for instructions

3:56on when to use each.

3:59After you click convert, you get the confirmation

4:02of the newly created records

4:04or the existing records that are now linked

4:06to your lead activity.

4:08The account record will contain all the business information

4:10about the company that was collected.

4:12The number of employees, address information,

4:15the name of the company.

4:16The contact record will take the contact information

4:19for the individual that you've been working with,

4:21their name, title, cell phone number, email address.

4:25And the opportunity will have all the details

4:27of the potential deal.

4:29And that one is gonna have a lot of blank fields.

4:31So you'll wanna put a tickler task for yourself

4:33to go complete all the fields on the opportunity record.

4:37And going forward, you interact with these records

4:40to continue the conversation

4:41and hopefully drive toward a close one deal.

4:44Notice that these names are all clickable.

4:46My likely next step is to create a task to keep track

4:49of my next actions for this potential customer.

4:52Or if I have more leads to work on,

4:54I can choose go to leads.

4:56But I actually wanna go into the account record.

4:58I'm gonna click on the name

4:59because I bet there are blank fields now

5:01on that account record that I need to fill in.

5:04Here on the related tab, this is the contact

5:06and opportunity that were just spawned

5:08from that conversion.

5:10And I can edit the blank fields on the details tab.

5:13I just double click and make my changes.

5:17And notice my activity timeline over here

5:20has the logged activity that was on the lead record

5:22that flowed over from the conversion.

5:24The activity timeline on the contact

5:26will show these same items.

5:28That's how you convert a lead

5:30and spin up new customer data records.

5:32Let's hop over to another test lead

5:34because I want you to see what happens

5:36when you select existing records

5:37during the conversion process.

5:39First, notice that the lead source field

5:42is trade show on this lead.

5:44When I convert this lead

5:45and relate it to the existing opportunity,

5:47this lead source will flow into

5:50the matching lead source field on the opportunity.

5:53So I click convert.

5:55And notice that this option on opportunities,

5:57it's actually grayed out.

5:59But once I select Metric Solar as the account,

6:02I can select existing opportunity

6:04and then choose from the list.

6:06When I click convert, I get the confirmation of the records

6:09that were affected by the conversion.

6:11When I go look at the new opportunity on the details tab

6:15in lead source, it says trade show.

6:17So there it is.

6:19And notice that if there is another true lead source

6:22or a lead source that was more influential

6:24that happened prior to this, you can edit this field.

6:27Before we end,

6:29there are other situations where you will convert a lead

6:32not because it's a new opportunity and a new name for you,

6:35but because this individual works for a company

6:37that's already in Salesforce

6:39and you wanna bring that name in

6:40and group it with the rest of the contacts

6:42with that company.

6:44Similarly, if you've been to a trade show

6:46and you collected 15 or 20 names from the same company

6:49or even, you know, three or four, there's no way for you

6:52to group those names together while they exist as leads.

6:56So in that situation, we do recommend that you go ahead

6:59and convert everybody.

7:00But they're not really a true customer yet,

7:03they're more like a prospect customer.

7:05But you convert them to spin up that new account record

7:08and get all those contact records grouped together

7:10under one business.

7:12And then going forward, you interact with

7:14that new account record and all those contact records

7:16and possibly an opportunity record

7:19to continue the conversation with them

7:20and hopefully drive towards a deal.

7:23Okay, I have just a few more tips for you.

7:25So the first thing I wanna mention is guess what we forgot

7:28to do for this whole thing?

7:30We didn't search first before we converted these.

7:32But you will always, always do that.

7:35You will always search first before you add a lead,

7:37because we do not wanna get a reputation

7:39for adding duplicates to Salesforce.

7:42Also, I wanna make sure that you know

7:44that there is a feature called Unread by Owner.

7:47If other people are creating lead records

7:50and assigning them to you

7:51or if there's an automated assignment,

7:53they have a way to know whether or not

7:55you've clicked on that lead and looked at the details.

7:57So I thought you would wanna know about that.

8:00The Home Tab Assistant, it's a really handy place

8:02to see which leads have been assigned to you today,

8:05so make sure you notice when leads come in

8:07and are on that list.

8:09Also, I wanna encourage you

8:10to create some list views for yourself on the leads tab.

8:14There's another nugget that shows you

8:15how to create custom list views.

8:18Create helpful views for yourself so that you can see

8:20leads that are new today, new leads this week, et cetera,

8:23just as another way to stay on top of all of your leads

8:26that you need to be working.

8:28And then make sure you understand

8:30whether or not you are a member of a lead queue.

8:33There are different ways that leads

8:35are managed in Salesforce.

8:36So if you hear anyone discussing lead queues,

8:40work to understand whether or not that applies to you.

8:43Many of my clients have an expectation

8:45that's communicated to all the sales users about leads,

8:47and that's how long it's appropriate for a lead

8:50to stay at a specific status.

8:52I've heard that leads can be in the new status

8:55for up to two business days or three business days.

8:58It can be in the attempting to contact status

9:01for an additional three business days.

9:03I've heard rules and expectations like that.

9:05So make sure you understand if your organization

9:08has any expectation for a limited number of days

9:11at any of your statuses.

9:13And there's a term that you might read about on blogs

9:16or you might hear it said in meetings.

9:18That term is disposition, as in,

9:21"We are amazing at properly dispositioning our leads."

9:24It is just a fancy term

9:26meaning that you're keeping your leads updated,

9:28you're converting leads, or you're marking them unqualified

9:31if that's the determination.

9:33When sales users are not

9:35properly dispositioning their leads,

9:37it looks like the leads are being ignored

9:39or that those leads are being worked

9:40for weeks and weeks and weeks.

9:42Both those things make sales leadership and marketing

9:44a little bit nervous.

9:46Of all the things that you need to learn and do well

9:49as a Salesforce user, this topic, lead management,

9:52it has the biggest potential to change the way new business

9:56and new opportunities find you.

9:58So I hope this has been informative for you,

10:00and I'd like to thank you for viewing.

0:00Opportunities is the object used by sales users

0:03to capture data about all potential deals.

0:06This feature is one of the key reasons

0:07your organization invested in Salesforce licenses, right?

0:11The goal of a CRM is to get more data or better data

0:14about the selling activity happening in your company.

0:17Opportunity data is often viewed in aggregate

0:19by sales leadership to see at a high level

0:22the data about all the deals being worked.

0:25And when opportunity records are used and managed correctly,

0:28this data gives leadership an accurate perspective

0:31on the financial health and growth of your company.

0:34I'm sharing with you a dashboard that

0:35gives a sample of the type of aggregate data

0:38that might be viewed by sales leadership.

0:40This is what they rely on to understand the sales pipeline.

0:43They can click into these charts and see specific details

0:46by user or by company.

0:48So your role is to enter the data

0:50and keep it updated, so the aggregate data is

0:53trusted and allows for confident planning for the future.

0:56So let's look closely at the process of entering

0:58opportunities into Salesforce.

1:00And then in later Nuggets, I'll show you

1:02the features of the Opportunity Workspace

1:04that help you manage your opportunities over time.

1:07This is a hands-on Nugget.

1:09If you have an actual opportunity to enter right now,

1:11get that information together.

1:13Follow along as I create my opportunity,

1:15because it will sink in deeper if you practice

1:18using a real situation.

1:19If you don't have a real situation right now,

1:21that's fine.

1:22Just create a test record that you can delete

1:24at the end of this exercise.

1:26In Salesforce, navigate to the account record for your client.

1:30Yes, you heard that correctly.

1:32Go to the Account Record, because they're short cuts

1:34if you start here versus just creating a new opportunity

1:38from the Opportunities tab.

1:40So to create the opportunity on the account record,

1:43you go to the Related tab, and in the Opportunity section

1:46click New.

1:47You might see a screen that instructs you to select

1:49the Opportunity record type.

1:51What this is telling you is that your organization

1:53needs to have different versions of the opportunity layout,

1:56likely because you need to capture

1:58different types of information for different types of deals.

2:00Those would be described for you down here.

2:03So if you see this screen, choose

2:04the option that's appropriate and then click Next.

2:07If you don't see that screen, that's fine.

2:08It just means your organization doesn't have different versions

2:11of the Opportunity screen.

2:12You're taken directly to the screen

2:14where you populate all the opportunity information.

2:18I'll populate my fields and give you a few tips

2:20about how to approach this.

2:21I typed in my opportunity name.

2:23Notice it has a red asterisk.

2:25That means you have to fill this in order to save the record.

2:29So two things I want to share about the opportunity name.

2:31First, a descriptive, clear name will save you

2:34time in the long run when you're looking at your opportunities

2:37in a list or on a report.

2:39Second, sometimes your admin has added

2:42automations that will update the opportunity name for you.

2:45When you save the record, the name may automatically change.

2:48So keep that in mind.

2:49It's actually pretty common.

2:51The Account Name field automatically populated

2:53because I created this opportunity from the account

2:56record.

2:57This is one of those shortcuts I mentioned.

2:59It's really just to ensure that this opportunity is connected

3:01to the correct customer account.

3:03And there are a few fields on my layout that you may not have,

3:06and you probably have some that I don't have.

3:08I'm going to give you a general overview of the common fields

3:10that I usually see, like Primary Campaign Source.

3:14If this opportunity were tied to a specific marketing campaign,

3:18I can search and populate this field

3:20with the name of that campaign.

3:22And I have these check boxes.

3:23You might see something similar in your org.

3:26Is the budget confirmed, et cetera.

3:28So I can just get a check for things

3:29that have already been done.

3:31Over on the right area, Opportunity Owner,

3:33notice it defaults to me because I'm creating it right now.

3:36If I were creating this opportunity record

3:38and it should be owned by someone else,

3:40I'll be able to change that after I save it.

3:43Opportunity Record.

3:44Type, that's just reflecting the choice

3:45that I made when I created the record.

3:47And I can change that after I save it, if needed.

3:50Close Date, close date is critical for you to understand.

3:55Close date is the date that you expect

3:58to get the yes decision from the client.

4:01That's the date you put here.

4:02You might be saying, well, I don't know.

4:04I don't know when they're going to say yes.

4:06But I want to push back on that.

4:08I actually think you do know.

4:10If it's a brand new client, you may not have an exact idea.

4:14But you have some idea.

4:16And if it's a client you've been working with for a while,

4:18you have an idea how long it takes

4:20them to make decisions and get back to you with a yes or no.

4:23I don't want you to not create opportunity records

4:26because you don't know the exact date that you'll

4:28get that yes decision.

4:30It is OK to estimate.

4:32And if you're an exacting person and that

4:33makes you uncomfortable, use month end or quarter

4:36and when you think that they'll probably give you the decision.

4:40So you just put a stake in the ground

4:42when you first create the opportunity.

4:44It's sort of a guess.

4:45It's kind of an art.

4:47And guess what?

4:48You can always come back and modify this date.

4:50You can move it up closer, or you

4:51can push it out a little bit.

4:53But obviously, you have to put something in here

4:55to save the record.

4:56This Stage field, it's a pick list field.

4:58Each one of these options progresses

5:00through the core steps to your selling process.

5:02You will likely have a very different list

5:04than what I have here.

5:06The first three, four, five, those

5:08will be the main steps of you qualifying the deal,

5:11working it through with the client, making a proposal,

5:15going back and forth on a contract

5:17and negotiating pricing.

5:19And then you will have some options in here

5:21for Closed Lost or Closed Won.

5:24You will be updating this stage regularly.

5:26You're going to be looking at these opportunity

5:28records every day, every couple of days.

5:31And you'll be modifying the Close Date.

5:33You'll be moving the stage forward every time

5:35you reach a new milestone.

5:36So the Stage field is something for you to really understand.

5:40What is occurring at each stage?

5:42And at what point is it appropriate to move it

5:44to the next stage?

5:45So that's something that you'll get advice and coaching

5:47on from your sales leadership and possibly

5:49your Salesforce admin.

5:51And in later Nuggets, I show you how

5:53to use the features of Salesforce

5:54to keep all of that updated.

5:57Now Stage and Probability, those are

5:59fields that are tied together.

6:01Notice when I have an earlier stage, the probability is low.

6:05When I move it to a later stage in my sales process,

6:07the probability automatically adjusts.

6:10You can override this.

6:12Maybe you're at the proposal stage,

6:13but you feel like it's good.

6:15They're definitely going to choose you.

6:16So you can bump that up to, you know, 80%, 90%, if you want.

6:20Or if you're at the proposal stage and you're thinking,

6:23ah, they're just getting my proposal

6:25to get some numbers to compare with another vendor,

6:27they're just kind of price shopping.

6:29Maybe you bump that likelihood, that probability

6:31down to something low.

6:33And then there's the Amount field.

6:35This is where you take your best guess or your educated guess

6:39or your estimate of the size of the deal,

6:41knowing that this number is showing up

6:44on reports that are being analyzed and reviewed

6:46by leadership to understand the health of the pipeline.

6:49So you'll do your best to come up

6:50with a number that really represents

6:53the value of the deal without over-inflating

6:55it or under-estimating it.

6:57The Description field is often left blank.

6:59But I encourage you to put in something descriptive.

7:02If you're managing 20 or 30 specific opportunities,

7:05you want to have some details in the description for yourself.

7:08So don't skip this box.

7:10And then down below, Additional Information, you may or may not

7:13see these types of fields.

7:14Next Step, this is just a text field

7:17where you can freehand type in your intended next step

7:19on this opportunity.

7:21And on Lead Source, feel free to populate this

7:23with the lead source that you think really

7:25contributed to this specific request

7:27or proposal for this client.

7:29If all this feels complete, go ahead and click Save.

7:32You see the record you just created listed here.

7:35Click the name to go into the opportunity record.

7:37Let's look at a few things.

7:39You have the name of the opportunity

7:40here in the top left, along with a few critical fields

7:43in this header area.

7:45And then right below that, you'll

7:46see all of your sales stages listed out

7:49in this fancy graphic.

7:51This is Path.

7:52This is such a great feature.

7:53I have a whole separate Nugget on how

7:55to use Path on opportunities.

7:57And then in this block here, you probably have a few tabs.

8:01The primary ones are Activity and Details.

8:04Details is where you see all the details for this opportunity.

8:07What I notice is that the fields up here, this

8:10is where I mostly look for the details

8:12and I use Path and a few other tools

8:15to keep this opportunity alive and updated over time.

8:18I don't spend as much time on this Details tab

8:20as I thought I would.

8:21If anything needs to be modified or populated,

8:23you can just double click into any field, make your edits,

8:26and then click Save to apply the changes.

8:29Oh, before I save, let me show you something first.

8:32For some reason, we can't change the record owner

8:35and the record type in Edit mode.

8:37So if I click Save, and then go back to those fields,

8:41now I can modify them.

8:42And notice that these little icons, they're not pencils.

8:45This one is change owner.

8:47And this one is change record type.

8:49From here, you have the option to go deeper

8:51on this opportunity and add tasks or possibly

8:54do a brain dump of everything into a note.

8:57Or you can create additional opportunities.

9:00And to navigate to any other opportunities

9:02that you've already added, the fastest way

9:05is to go to the Opportunities tab

9:07and see them there on that list.

9:09Before we wrap this up, let's talk about a few pro tips.

9:13To avoid adding duplicate opportunities that could really

9:16throw off the pipeline data, search first

9:18to verify that it's not already in Salesforce.

9:21And the timing of when to create an opportunity,

9:24that is a thing for you to consider.

9:26The advice that I've always heard

9:28is that if you have confirmed that there

9:29is a true need and a budget and that you have the product

9:33or service that the client needs,

9:35go ahead and open an opportunity at an early stage.

9:38We do not need to wait until we know that they will say yes

9:41to get it documented in Salesforce,

9:43because the Opportunity Workspace is designed

9:46to keep you focused and active on driving

9:49this deal to a close.

9:51So entering your ops early in the process

9:53allows you to take advantage of all those features.

9:56Get really familiar with the Assistant feature on the Home

9:58tab.

9:59It has some handy alerts and shortcuts

10:01to keep your opportunities from getting stale.

10:04And create some custom list views on the Opportunity tab--

10:08closing this week, closing this quarter--

10:10so you have a shortcut to the list of opportunities

10:13that need your attention.

10:14In this Nugget, we learn to create a new opportunity record

10:17in Salesforce.

10:18From here, continue on to the other Opportunity Nuggets

10:22to learn how to get the most from Path

10:24and the other features on the Opportunity Workspace.

10:27I hope this has been informative for you,

10:29and I'd like to thank you for viewing.

0:00Take a moment to ponder how you have managed

0:02your potential deals up to this point and all the things

0:05that you need to do when you're working a deal--

0:07prepare information, send it to the customer,

0:10scheduling meetings, communicating with everyone,

0:13collaborating, negotiating, and you

0:16get to keep track of where you are with all of this

0:19and you have to do that for each individual opportunity.

0:23It's a lot.

0:23And, hey, if you're not a sales user,

0:25you maybe didn't realize all the moving

0:27pieces that are tracked when someone's working a deal,

0:29so this is going to be really good context for you

0:32so that you know how this whole thing works.

0:34The Opportunity Workspace, it has

0:36features to support all of this communicating,

0:39and tracking, and logging.

0:40This part of Salesforce has been really creatively designed

0:44to keep you focused on actions that move your deals forward--

0:47less speedy tracking of everything

0:49that you've done that you need to do on that deal.

0:51So, that's what we're going to talk about in this Nugget.

0:53There is one feature called PATH,

0:55which is the primary tool of the Opportunity Workspace.

0:59It is such important information,

1:01I broke that out into its own Nugget,

1:03so be sure to watch the Nugget on using PATH as well

1:05as this one.

1:07For this Nugget, let's focus on all the other core features

1:09of the Opportunity Workspace.

1:11Specifically, I want to talk about the activity timeline,

1:14editing details on the Opportunity--

1:16and there's a couple of different ways to do that--

1:18the Notes feature, and Contact Roles.

1:21And this Nugget is hands on, so navigate to an Opportunity

1:24that you can use for this exercise

1:25that you can make some modifications to.

1:27And if you don't have one, go ahead and create a test record

1:30that you can delete at the end of this lab.

1:31I know that when you first look at this screen,

1:33it seems like there is a lot going on,

1:35so I'm going to break it down for you.

1:37The first thing you'll notice is this top section.

1:39This is the record highlights.

1:41It's got the name of the Opportunity, the Opportunity

1:43logo, and then some other critical fields

1:46that your admin has decided would

1:47be helpful to see right here at the top.

1:50And then there's this section.

1:51This is PATH.

1:52PATH is used to do three critical actions--

1:55update the selling stage, input critical data,

1:59and receive coaching during the selling process.

2:02And that is all covered in the other Nugget.

2:04So in this Nugget, we're going to focus on everything else.

2:07Notice up here at the top you have at it Edit, Delete, Clone.

2:11And if you see this drop down over here,

2:12there's going to be more options.

2:14Ignore following or follow-- just ignore that part for now.

2:17Edit-- this is my shortcut to see all the data contained

2:21in the fields and to make changes

2:23to critical fields, such as the Amount field or the Close Date.

2:26There is another way to see and edit the data,

2:29but I tend to click this one when

2:30I want to see everything all on one screen or make edits.

2:34I'll click Save to apply that change.

2:36And you may not see a Delete button.

2:38Many users do not have delete permission on Opportunities.

2:42That's actually pretty common.

2:43And Clone allows you to create another record that

2:46copies the data from this record into a new fresh record.

2:50Down in the center area here, you have three tabs--

2:53Activity, Chatter, and Details.

2:56You may have others, maybe some custom tabs,

2:58but these right here are the common three.

3:01When you click the Details tab, this is the second way

3:03that you have to see and edit the data in the fields.

3:07Notice the pencil and the other icons here.

3:09This is how you get into edit mode.

3:10You just double click on any one of these and the screen

3:13will change and you'll get a Save button.

3:16If needed, update the Amount or the Close Date

3:19on your opportunity.

3:20Now, you can use this method to update the sales stage.

3:24But, there are two other methods--

3:26one using PATH and the other is using a kanban

3:29view, so be sure to learn about those options as well.

3:33So, click Save when that's complete.

3:36And if I click back on Activity, see these four subtabs?

3:40These are the productivity tools to log what's already been done

3:44or for planning your future actions.

3:46This right here is why I keep saying that Salesforce

3:49Lightning is focused on action.

3:50Notice that the details of the data in the fields?

3:53That's not that prominent on the Opportunity Workspace.

3:56Instead, the most prominent is this Activity tab.

4:00This is where you log your interactions with clients.

4:03Log a Call could be actual phone calls,

4:05but many firms also use this Log a Call feature

4:07to log any client interaction-- a live meeting, a phone

4:11call, a client dropping, a client calling you.

4:15Log a Call can be used to log any interaction.

4:18You can create tickler tasks of key activities

4:21and to dos for this deal.

4:23You create these for yourself or for someone else.

4:26You just put in a subject line, a little bit

4:28of details, a due date.

4:30It's really easy to create tasks for yourself.

4:33You can also create calendar events

4:35to schedule meetings with the client

4:37or with internal colleagues regarding this deal.

4:41And, you have the option to send an email

4:43from within Salesforce.

4:45Now, not all firms use this email feature.

4:47Some prefer to still use your G Suite or Outlook

4:50for sending emails to customers, but there

4:52are two key benefits for emailing

4:54a customer through Salesforce.

4:56You can take advantage of templates within Lightning

4:59and the correspondence is automatically attached

5:03to the client data for others to reference at any point.

5:06I'm just going to take a second here and send Edna

5:09an email using one of my templates,

5:10so you can see how easy this.

5:13This is a template that I actually

5:14created for myself, put it in my own private folder.

5:17And within just a few clicks and Send, and that's on its way.

5:21And now it will also show up on the Activity timeline

5:23of something that I did.

5:25Scheduled future activities show up in this Next Step section

5:29here on the Activity timeline.

5:30And you may have figured out by now

5:32that you can check this little box right here

5:34to mark tasks as complete, which will move them

5:37into the Past Activity section once this page refreshes.

5:40And if you're in sales and you're sitting here thinking,

5:43ooh, yeah, good features, but I'll pass.

5:46I'm not a logger, I don't log.

5:49I'm going to give you some advice.

5:51Salesforce is about putting sales data

5:53at everyone's fingertips.

5:55And it's critical that sales leadership trusts the pipeline

5:58data.

5:59So if you don't have your data in Salesforce at all,

6:01or if you have really lean data that's not being kept updated,

6:05you might hear from someone that you don't want to hear from.

6:08And, there's another scenario to consider,

6:10and I have seen this happen.

6:12If there's ever any kind of account conflict

6:15where two people are going after the same customer

6:17but didn't realize it, the person with the best

6:19documentation of all of the activity

6:22that they've put against the account,

6:23that's the one that can really prove that it

6:25should be their account.

6:27If you have nothing logged on your deal, no data about all

6:30that touches, no logged calls, no information or notes

6:34meetings with the client at your fingertips easy to produce,

6:37there's a chance you might not come out ahead

6:39in a conversation about account conflict.

6:42So that's just between you and me.

6:43Log that stuff, just in case you need it.

6:46And the Chatter tab, this is where collaboration

6:48meets working the deal.

6:49You can use Chatter to get input, advice, and guidance

6:52on this deal.

6:54You can at mention another user and they'll

6:56be alerted that their assistance is requested.

6:58So, if your organization uses Chatter,

7:00just notice you have the Chatter feature right

7:03on your Opportunity Workspace.

7:05Now, let's look at Notes.

7:06It's over here on the right.

7:07Notes is a place where you can capture information

7:09specifically about this opportunity.

7:12It can be shared with other people, shared

7:14with anybody who has access to this opportunity record.

7:17This is a fantastic place to keep

7:18meeting notes, observations about the client or the deal,

7:22and any other intel that the client shares with you,

7:24so that it's always saved right on this Opportunity.

7:27And, there's no chance of it getting lost.

7:30To add a new note, you just click on this little action

7:32arrow here and click New.

7:34And this top section here becomes the subject line

7:36that shows up in lists.

7:38And then you type all your notes down here.

7:40And, I'll tell you my trick.

7:41On Opportunities, I tend to have just one note that I

7:44update as the deal progresses.

7:46Most of my records have just one note from me.

7:48And here and there, someone else will add a new note

7:50to capture their observations, which is incredibly handy.

7:54The last feature to explore is Contact Roles.

7:57Marketing always asks me to cover this,

7:59because they want and need this data

8:02to analyze the through line from contacts and leads

8:05to campaigns to opportunities.

8:07But, it's also another way for you

8:09to get the critical details of the deal all captured.

8:12This is the tool you use to know who

8:14you are working with at the client site and the role

8:17that they play.

8:18To add information, you just click here

8:20and click Manage Contact Roles.

8:22You first add the names of the contacts

8:24that you're working with down here.

8:25And then watch-- when you click, you

8:27get a list of recent contacts.

8:29And if yours is on the list, you just click on it.

8:31Or, you might need to start typing the name

8:33to initiate a search.

8:35Then you click over here to select their role

8:37on this particular deal.

8:39Once you have some populated, then you

8:42can select who from this list is your primary contact

8:45for this opportunity.

8:47And notice, you can choose any one for this list of contacts

8:50even if it's a partner, or a distributor, or an attorney.

8:53If they're a contact in your Salesforce database,

8:55you can add that name here.

8:56And then click Save when you're done adding names.

8:59And those names are now visible right here in this Contact Role

9:01section.

9:02And it's very obvious who's the primary contact

9:05on this Opportunity.

9:06And while we're here, I might as well mention files.

9:08Not all firms use this feature.

9:10Most have some outside document management

9:12system in place of this files feature,

9:15but if that's not the case for you,

9:16just note that you can add important documents

9:19in this area.

9:20I've seen draft proposals, presentations, blueprints

9:24for an install site.

9:25It's just another handy way to keep

9:27everything related to the deal in one

9:29place for easy reference.

9:31Those are the core features of the Opportunity Workspace.

9:33You will be actively managing all of your opportunity

9:36records, coming to them every day, every few days,

9:39to keep this information and activity consistently updated

9:43so that you always know where you are with potential deals

9:46and so that sales leadership, when

9:48they're viewing data in aggregate,

9:50they have an accurate perspective

9:51on the health of the pipeline for your organization.

9:54I hope this has been informative for you,

9:56and I'd like to thank you for viewing.

0:00Of all the features and efficiency tools

0:02on the Opportunity Workspace, using Path

0:04to manage opportunities through your selling process,

0:07it's my favorite.

0:08Let's take a look, and I think you'll see why.

0:11I'll navigate to my sample opportunity,

0:13where I have the full-blown amazingness of Path

0:15all set up to show you.

0:16So Sales Path is this embedded tool

0:19right up here on the Opportunity record.

0:21It's a visual representation of the stages required

0:24in a complete sales process.

0:27So there is this basic default version

0:29that shows us all the stages, and it

0:30has some helpful shortcuts, or your admin

0:34can do some additional setup and turn this into an incredibly

0:37helpful sales coach and guide.

0:39To give you a tour of the full functionality--

0:41and if your Org isn't set up this way, talk to your admin

0:44and your sales leaders, because you and your colleagues,

0:47you need this.

0:48Notice that this opportunity is in the stage Needs Analysis.

0:52The previous stage, Qualification,

0:54is marked with check mark, telling me

0:56that that stage has been completed.

0:58And when I click the Down arrow, this

1:00reveals a screen with two areas.

1:02The left lists the fields that are relevant or critical

1:06at this current stage in the process.

1:08And look how easy it is to update the fields.

1:12I love this field's thing.

1:13When I'm training reps that have never used a system like this,

1:16there's always a point when someone says,

1:18but I don't know all this information.

1:20I don't know what to put in all those fields!

1:22Am I supposed to just wait to create the record until I

1:25know all this?

1:26No, no.

1:27Create the opportunity, complete what you can,

1:30and then fill in the rest as the deal develops,

1:32because if you know the key fields in each stage,

1:35there's no question which data should be captured

1:38as the deal progresses.

1:40And then on the right, we have guidance for success.

1:43It's targeted coaching, policy reminders, specific direction,

1:47and maybe even some gotchas for this specific stage, Needs

1:51Analysis.

1:52This information was written by my sales leaders, sales

1:55operations, with input from our top reps, the people

1:59that I would normally go to for advice.

2:01We tapped all of their best thinking

2:03and plugged it in right here, so that I have it all in context,

2:08right at my fingertips.

2:09There might even be some links to other documentation

2:12or videos that would be helpful for me

2:14at this stage in the deal.

2:16Do you hear how excited I am?

2:17This is going to solve so many challenges with opportunity

2:20management, with the biggest challenge always

2:23being keep those opportunity stages up to date.

2:27Look how easy Path makes it.

2:29Right now, this opportunity is on the stage Needs Analysis.

2:32I click this to mark that stage as complete.

2:36Over the course of the next couple of weeks,

2:38while I pull together the proposal,

2:39get it sent off to the client, once that's done,

2:42mark that stage as complete.

2:44And as I continue to work this opportunity through each stage,

2:48I'll get to the point where I am done.

2:50Maybe I've won this opportunity.

2:52I click Closed, and then I select which

2:55closed stage am I looking for?

2:57Close Lost?

2:57Close Won?

2:58And that's it, then I get a final message here telling me,

3:01oh, wait there's still a few more things you need to do,

3:04even though this particular opportunity is done.

3:07So that's how Path works on an opportunity record.

3:10A few things to wrap this up, the official name

3:13of this feature is Path.

3:15You might also hear it called Sales Path.

3:17That's because it started as a tool

3:18that we used to manage leads and opportunities

3:21through the selling process, but it has expanded now

3:24to be available on other objects, accounts, campaigns,

3:28even custom objects.

3:30Any object that is used to track a progressive series of actions

3:33or steps can have a Path configured to guide you

3:36through the process.

3:38Oh, and remember, you have access

3:40to Path and Opportunities in the Salesforce mobile app

3:42too, so you can update your opportunities easily

3:45from anywhere using the app.

3:47You do not have to wait until you're back at your desk.

3:50In this Nugget, you learned how to use

3:52my favorite, favorite efficiency tool in Salesforce--

3:55Path.

3:56I hope this has been informative for you,

3:57and I'd like to thank you for viewing.