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Unformatted text preview: Sales Productivity Salesforce, Summer ’20 @salesforcedocs Last updated: August 21, 2020 © Copyright 2000–2020 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. CONTENTS Sales Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 High Velocity Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Work with Salesforce from Microsoft® or Google Applications . . . . . . . . . . . . . . . . . . . . . . . 59 Einstein Activity Capture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408 Relate Emails to Records Using Other Email Applications . . . . . . . . . . . . . . . . . . . . . . . . . 462 Work With Email in Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467 Lightning Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588 News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 601 Activities: Tasks, Events, and Calendars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604 Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 681 Social Accounts, Contacts, and Leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 690 Salesforce to Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 720 SALES PRODUCTIVITY Salesforce offers a ton of features to increase sales productivity. High Velocity Sales Accelerate your inside sales process with a high-productivity workspace. With Sales Cadences, managers can create custom sales processes that guide sales reps through handling different types of prospects. Those cadences appear for sales reps in the Work Queue, a task list that appears inside the Sales Console. And with other productivity-boosting features like Lightning Dialer, Lead Scoring, and out-of-the-box reports, your sales teams have everything they need to handle prospects in a fraction of the time it took before. Work with Salesforce from Microsoft® or Google Applications You know you spend tons of time working prospects from your email and scheduling appointments from your calendar. After Salesforce admins set up these integration products, you can get your Salesforce work done directly from your Microsoft or Google applications like Microsoft Outlook®, Gmail™, or Google Calendar™. Einstein Activity Capture Let Einstein help keep your email and calendar applications in sync with Salesforce. Then you can get back to more important things, like selling. With Einstein Activity Capture, emails and events that you send and receive are automatically added to the activity timeline of related account, contact, contract, lead, opportunity, and quote records. Plus, contacts and events are synced between the connected accounts and Salesforce. Relate Emails to Records Using Other Email Applications It’s easy to track your sales-related communications. Use Email to Salesforce to capture email sent with external email applications such as IBM® Lotus Notes® and Microsoft® Outlook® and with webmail such as Gmail® and Yahoo! Mail®. Then relate those emails to leads, contacts, and opportunities, or to other specific records in Salesforce. Work With Email in Salesforce Supercharge your productivity with a number of options for sending email right from Salesforce. Lightning Dialer Use Lightning Dialer to access telephony features without ever leaving Salesforce. Make and receive calls, add call notes, and log call information with ease. It just takes a single click from phone number fields in Lightning Experience, such as numbers on contacts, leads, and list views. News Get instant access to relevant, timely news about customers, partners, competitors, and industries you work with. The News component includes articles from the past 30 days, and is available on business accounts, contacts, leads, and the Home page. Articles come from reputable, English-language news sources. Activities: Tasks, Events, and Calendars Activities include tasks, events, and calendars. With Salesforce, track tasks and meetings together in lists and reports to easily prioritize your time and keep up with your accounts, campaigns, contacts, leads, and opportunities. Notes Stay organized and on top of all your deals by adding notes to accounts, contacts, leads, opportunities, and more. With Notes, Salesforce’s enhanced note-taking tool, you can use rich text, lists, and images in your notes; relate notes to multiple records; and create notes in Lightning Experience. 1 Sales Productivity High Velocity Sales Social Accounts, Contacts, and Leads Increase your users’ access to social intelligence and serve customers and prospects better with easy access to social network profiles associated with Salesforce accounts, contacts, and leads. In Salesforce Classic, you can access Twitter and Youtube. In Lightning Experience, you can only access Twitter. Salesforce to Salesforce Salesforce to Salesforce makes it easy for businesses using Salesforce to share records and get updated data on shared records. For example, you can share lead and opportunity data with partners. Salesforce to Salesforce lets your business partners easily integrate your data with their Salesforce records. You can see all of your sharing activity, manage your entire pipeline, share data across multi-tiered partnerships, and integrate your business processes with updates received from your partners using workflow and assignment rules. High Velocity Sales Accelerate your inside sales process with a high-productivity workspace. With Sales Cadences, managers can create custom sales processes that guide sales reps through handling different types of prospects. Those cadences appear for sales reps in the Work Queue, a task list that appears inside the Sales Console. And with other productivity-boosting features like Lightning Dialer, Lead Scoring, and out-of-the-box reports, your sales teams have everything they need to handle prospects in a fraction of the time it took before. Set Up High Velocity Sales Use the Setup menu to get the guidance you need for setting up High Velocity Sales. EDITIONS Available in: Lightning Experience Available with High Velocity Sales, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions Streamline Prospect Outreach with Sales Cadences With sales cadences, inside sales reps can work through their prospects at top speed. Inside sales managers use Sales Cadence Builder to create consistent, scheduled cadences of outreach activities to help reps nurture their prospects with maximum efficiency. A sales cadence can include activities like sending emails, making calls, arranging meetings, and sending text messages. Sales managers and reps can add leads, contacts, and person accounts to each sales cadence. Sales reps act on the cadence activities from a prioritized work queue that shows them at a glance which prospects are ready for each outreach. Increase Sales Productivity with High Velocity Sales Understand how the Lightning Sales Console, Work Queue, Lightning Dialer, and other High Velocity Sales features work together to help accelerate your sales. Einstein Call Coaching Give sales managers insights about their teams’ sales calls and surface coachable moments. Managers can play recordings of conversations to gain visibility into mentions of competitors, products, custom keywords, pricing discussions, and next steps. 2 Sales Productivity Set Up High Velocity Sales Set Up High Velocity Sales Use the Setup menu to get the guidance you need for setting up High Velocity Sales. EDITIONS Set up High Velocity Sales in four high-level steps. 1. Enable High Velocity Sales and configure Einstein Activity Capture. 2. Assign relevant permission sets. 3. Configure features that are relevant for your company. 4. Educate sales managers and reps, and prompt them to finish setting up High Velocity Sales. Considerations for Setting Up High Velocity Sales Before setting up High Velocity Sales, consider these requirements, limitations, and nuances for each feature. Enable High Velocity Sales Features Access High Velocity Sales settings from the Setup menu and enable High Velocity Sales features. Select Who Can Use High Velocity Sales Assign the permission sets for High Velocity Sales. Also assign permission sets for optional features that are new to your Salesforce org, including Lightning Dialer. You can also assign the permission set for full access to Analytics dashboards. Available in: Lightning Experience Available with High Velocity Sales, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions USER PERMISSIONS To set up High Velocity Sales: • Customize Application AND Modify All Data Configure High Velocity Sales Features Set up Lightning Dialer and Einstein Lead Scoring if they’re new to your org. And make sure that you configure all other relevant features to get the most out of High Velocity Sales. Tell Your Team to Set Up Their High Velocity Sales App You’re nearly finished! Now you just need your users to complete a few tasks to finish setting up High Velocity Sales at the user level. We’ve provided some resources to help them get started. Open CTI and High Velocity Sales High Velocity Sales can support third-party computer telephony integration (CTI) providers if you’re using Open CTI for Lightning Experience. We highly recommend providers use related Open CTI methods for the best user experience. Considerations for Setting Up High Velocity Sales Before setting up High Velocity Sales, consider these requirements, limitations, and nuances for each feature. EDITIONS Available in: Lightning Experience General • Enhanced Email must be enabled. • No support in Communities. • High Velocity Sales supports lead, contact, and person account records. • Inbox and Einstein Lead Scoring are included with High Velocity Sales. • Lightning Dialer is available for an extra cost as an add-on license. • High Velocity Sales is supported in sandbox orgs. If you’re creating a sandbox from a production org that already has HVS enabled, you must enable the product from Setup again. 3 Available with High Velocity Sales, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions Sales Productivity Set Up High Velocity Sales • High Velocity Sales can be deployed in scratch orgs, but the settings for the feature can’t be updated through the scratch org definition file. Instead, configure settings directly in the High Velocity Sales app. Table 1: User Permissions Salesforce Admin or User Task Preferences and Permissions Required Set up High Velocity Sales Customize Application, Modify All Data, Assign Permission Sets, and Manage Users Use High Velocity Sales Convert Leads, Send Email, Edit Tasks, and High Velocity Sales User (or High Velocity Sales Creator) permission set Create sales cadences High Velocity Sales Cadence Creator permission set Manage the Activities dashboard and Lead Score dashboard Einstein Analytics for Sales Cloud license (three permission sets included) View the Einstein Analytics High Velocity Sales Performance Dashboards High Velocity Sales User or High Velocity Sales Cadence Creator permission set Use Dialer Dialer Inbound, Dialer Outbound, and Dialer Minutes permission sets Create email templates for sales cadences Manage Public Lightning Email Templates Einstein Activity Capture • After users are assigned to Einstein Activity Capture, they’re prompted to connect your email and calendar to Salesforce. Until they do so, they can’t send emails in Lightning Experience. • Einstein Activity Capture doesn’t support capture and syncing with alias email addresses. To make sure that Salesforce users are included as event attendees, use their primary Microsoft or Google email addresses when you create their Salesforce user records. Likewise, to make sure contacts and events sync between applications, users should add primary email addresses to contacts or events when possible. • For Office365 users, make sure their Office365 accounts use the primary email address as the username. • Einstein Activity Capture works with all Saleforce-supported languages. However, only ASCII characters are supported in email addresses. • If you turn off Einstein Activity Capture, all previously captured email and events are removed from the activity timeline, Salesforce calendar, and Activities dashboard. Your settings and configurations remain. • When Einstein Activity Capture is on, you can’t use the Related Lists activities view. • If you use Salesforce Essentials Email-to-Case, make sure the email address that you use to connect to Salesforce is different from the email address that you use to connect Einstein Activity Capture to Salesforce. • Because activities added to Salesforce with Einstein Activity Capture aren’t stored in Salesforce, they don’t show up in standard Salesforce reports. Use the Activities dashboard to see a summary of sales activities that were added to Salesforce manually and by Einstein Activity Capture. You can also use Activity Metrics to get a complete picture of your activities. • After Einstein Activity Capture is enabled, the Activities dashboard is created. If you don’t see the dashboard after 24 hours, go to the Einstein Activity Capture Setting page. Turn off Einstein Activity Capture, and then turn it on again. • To access the Activities dashboard, API access is required. If you use Professional Edition, you must purchase API access. If you use Salesforce Essentials, you can’t access the Activities dashboard because API access isn’t available. 4 Sales Productivity Set Up High Velocity Sales • When you sync events, the Activities dashboard reflects events based on the attendee email addresses from the Google or Microsoft event. All records associated with those attendee email addresses, such as accounts and opportunities, are included in the Activities dashboard. If you use the Salesforce calendar to associate events to records, the Activities dashboard doesn’t always reflect the events. • Multi-value fields (for example, those used in multi-value picklists) aren’t fully supported in ValuesTable. Therefore, the Activities dashboard shows the last value in the array, rather than the full list of values. • You can’t filter the Activity Dashboard by queues that own activities. • When Einstein Activity Capture is disabled, email tracking isn’t displayed in Lightning Experience for emails sent from the Outlook or Gmail integration that aren’t part of a sales cadence. • To stop capturing the emails of a specific user, add them to an Einstein Activity Capture configuration with emails disabled. High Velocity Sales permission sets have the “Use Inbox” permission enabled by default. Users with the "Use Inbox" permission enabled can’t be in a configuration that has email disabled because some Inbox features require email data. You can clone one of the standard HVS permission sets, disable the “Use Inbox” permission, and enable the “Use Einstein Activity Capture” permission. Then, assign the permission set to users whose emails you don’t want captured. Add those users to a configuration that has emails disabled. Email Tracking • Email tracking is optional in High Velocity Sales. We recommend setting the Email Tracking option in High Velocity Sales before creating sales cadences. • If you turn email tracking off in High Velocity Sales, listener actions for email engagements aren’t available to add to sales cadences. Active sales cadences that contain listener actions for email engagements no longer advance through those steps automatically. • If you turn email tracking off in High Velocity Sales, email tracking is also off for all email sent from Lightning Experience. If you turn off Enable Email Tracking in Activity Settings in Salesforce setup, you also turn off email tracking for emails started from the Work Queue in High Velocity Sales. • If you turn email tracking off in High Velocity Sales and your sales reps use the Work Queue in Outlook or Gmail, we recommend turning email tracking off in the integrations. To disable email tracking in the integrations, turn off the Email Tracking option on the Inbox Setup Assistant page in Setup. Integration with Outlook and Gmail • The Work Queue isn’t always included in the email integration pane by default when High Velocity Sales is enabled. If you’ve already created a custom pane, or edited default email panes, add the Work Queue component using the Lightning App Builder. Then assign the pane to the user profiles of users who use the Work Queue. • In the Outlook integration, if a user deletes the Email to Salesforce address (the BCC address) or removes the tracking information from the email body, the email can’t be tracked. • If you turn email tracking off in High Velocity Sales and your sales reps also use the Work Queue in Outlook or Gmail, we recommend also turning email tracking off for the integrations. To disable email tracking in the integrations, turn off the Email Tracking option on the Inbox Setup Assistant page in Setup. • Attachments in email templates aren’t supported in the Outlook or Gmail integrations. The template text inserts without the attachment. • Emails sent from the Work Queue in Outlook or Gmail can bypass Email Opt Out or individual privacy preferences set in Salesforce. Salesforce displays customers' email privacy settings, but it's up to sales reps to respect these preferences. • Making calls isn’t supported in the Work Queue in the Outlook or Gmail integrations. • Emails sent from the Outlook or Gmail integrations initially show as In Progress in the Work Queue. 5 Sales Productivity Set Up High Velocity Sales Email • Automated emails have a daily org limit that is typically set to 5,000. To increase the limit, contact Salesforce Customer Support. • Email templates must be created in public folders for them to be accessible when creating sales cadences. • Email templates used in sales cadences must have a blank Related Entity Type value and can only use merge fields for Sender, Recipient, or Organization. • If an email is scheduled from a sales cadence, and the contact is either removed from the sales cadence or moved to another sales cadence, the scheduled email isn’t sent. The sales cadence step returns to an active state. The draft email is deleted and no longer appears on the Scheduled Emails component. • When scheduling an email to send later, use a Salesforce Classic Text email template or any type of Lightning email template. Engagement and Alerts • Alerts appear in the My Feed tab for 30 days. If an email open, reply, or link click occurs within 90 days of when an email was sent, a new alert appears. • If you’re using Einstein Activity Capture, email open, reply, and link click alerts appear for emails sent to excluded email addresses. These emails and their related alerts are visible only to the email sender. • Deleting leads, contacts, emails, or email templates doesn’t delete their related alerts. • If multiple users connect the same mail account to Einstein Activity Capture, email reply alerts don’t appear for that account. • Email reply alerts don’t appear for Inbox-only users. • For emails that aren’t logged or are logged after they’re sent, open and link click alerts appear in My Feed. However, users can...
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