How to Use this Playbook Each page of this playbook contains step-by-step instructions and screen shots to help you perform specific tasks in Salesforce.com.

Page Element

Definition

Business Process We will identify Business Processes to help you use Salesforce efficiently.

Definitions Signified by a blue dictionary– these are important definitions that we will call out in the Playbook Sidebar.

Important Notes Signified by a red push pin– these are important reminders to which you should pay attention!

Hints & Tips Signified by a yellow light bulb, these are suggestions that will help you use Salesforce.com more efficiently.

Numbered Lists We will use numbered lists to help you identify the sequence of events.

Call Outs We will use call out boxes to draw attention to important elements of the screens.

Screen Shots Last, but certainly not least. . . we will use screen shots to give you a realistic view of each concept.

We will use numbered steps to help you identify the sequence of events.

We will use call out boxes to bring attention to key portions of the screenshots.

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Hints & Tips

We will include helpful hints and tips where applicable to help you use Salesforce.com most efficiently.

Important

Very important notes will be called out by this red push pin icon. Be sure to pay attention to these!

Definitions

We will include important definitions to key terms in the Playbook Sidebar.

Business Process:

We will include important information on business process rules to follow.

Call Outs

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Log Into Salesforce.com

Hints & Tips

Book mark your login page for future ease of access.

Check “Remember User Name” if you want the browser to populate your User Name automatically.

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Click on the Customer Login button.

Type in your User Name and Password and click the Login button.

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Check this box, so your browser remembers your login.

For most users, your username is your email address.

Salesforce.com can be accessed from any laptop or desktop computer that has internet access. All you need is a browser. There is no software necessary to manage your sales information.

User Name:

Your User Name is your email address.

Steps

Navigate your browser to www.salesforce.com.

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Navigating the Home Tab After logging into the system, you will see the Home Tab. From here, you will see the most pertinent information for managing your business process. This includes your tasks; recently accessed records; and messages and alerts.

Click on Tabs to easily access the types of records to which you have access. (e.g., Leads, Accounts, Contacts, Opportunities, Contracts, Dashboards, Reports or Cases)

The Toolbar Search helps you quickly find the records for which you are looking.

Quickly and easily access recently viewed records in your Recent Items section.

View Tasks or Calendar Events you have assigned to yourself, or that were assigned to you. Calendar events will be synchronized with your Outlook Calendar.

Messages and Alerts are announcements from the System Administration team informing you of feature enhances, tips and tricks, or any major modifications. Important Links are links that we found beneficial to your work day.

You will be able to select the Dashboard that you would like to display on the Home Tab by clicking on Customize Page.

The Recycle Bin is a rolling 15 days.

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Lead Detail Once you have located the desired Lead record, you will see the information displayed in two sections. The top section we will refer to as the Detail. The Detail contains basic facts about the specific Lead, such as the Account, Lead Status, Website, Address, and Phone information. Below the Detail are what are known as Related Lists. These are lists of information that are related to the Lead, for example, Open Activities.

Lead Detail Each record has its own group of fields. The summary view of each record is referred to as the Detail.

InfoGroup is Gannett’s primary source for business record information. Center.

The more information that can be provided by the end user to support the Lead will enhance the Lead qualification process: • Account Name • Contact Name • Phone • Email Address • Physical Address •Website •Facebook, LinkedIn or Twitter links

Important

Hints & Tips Custom Links can give you direct access to the location of the lead using Google Maps. Using Google News will bring up any information found for the business. 3

Each lead has been assigned a potential score (A thru E) to indicate the business’s likelihood of becoming an advertiser based on modeling of the segment’s spending potential and the known characteristics of the individual business. An “A” potential score indicates the highest potential based on the scoring model

All leads are provided via Gannett’s Customer Insight Database Center.

Workshop 3: Creating a Lead

This Workshop was designed to give you ‘hands on’ practice performing certain tasks in Salesforce.com.

Business Scenario: You are driving through your territory and notice a new toy store called “<Your Last Name> ‘s Terrific Toys” that just opened. You parked and decide to walk into the store. The individual you spoke to happens to have the same Name as your favorite Musician and happens to be the business owner. You wish to create a new Lead for this business as it is not already a part of the Leads you have been provided. Training Purposes: Lead’s Name: Your favorite Musician (Example: Billy Joel) Account Name: <Your Last Name>’s Terrific Toys (Example: Smith’s Terrific Toys) Email Address: your work email address Creating a Lead

Step Action

1 Navigate to the Toolbar Search.

2 Search for the name of your Lead (e.g., your favorite musician).

3 Confirm that no matches were found. Navigate to the Create New drop-down menu, select Lead.

4 Fill in the Lead screen as much as you can. Leave the Lead Status as New – Not Contacted. Select a Lead Source as well.

5 Enter your work email address.

6 Click Save. Notice that you now have access to your Lead in your Recent Items list.

Important Due diligence: Provide information on the lead that will help you when you are ready to research prior to contact. Enter as much information as you can for this lead. Email address, website, and social media site links are important for future research.

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Managing a Lead

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Once you have a list of potential leads, it is important to keep the information updated as you work through the qualification process and turning the lead into a prospect with a sales opportunity.

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Business Process:

As you have conversations with the Lead, it is important to update the Lead Status field.

Lead Status values are: New-Not Contacted, Contacted, Qualified, Disqualified and Not Ready.

If the Lead Status is changed to “Disqualified" , you are required to enter a disqualified reason.

The Disqualified reason will be used to exclude leads from the next CIDC import.

Lead Status When to Use

New – Not Contacted

Lead has come into the system and may have been assigned, but activity to work it has not been started (no meaningful activity by anyone yet).

Contacted A rep is beginning to work the lead, for example they may be validating/gathering additional information on it, determining and validating a reasonable contact, etc. (in the process of qualifying it).

Qualified A rep has identified a reasonable contact, qualified the lead as reasonable to pursue and in the process of reaching out to them, conversing with them, etc. or passing it to someone responsible for pursuing it.

Disqualified A rep has worked the lead and determined it to not be a reasonable prospect or cannot obtain enough information to make it pursuable or has made contact and learned it is a no-go situation.

Not Ready A rep has worked the lead and determined they are not ready at this time to do business.

Use the Edit button to modify the lead record. Make sure to click the Save button when finished.

If Disqualified, enter the Disqualified Reason. Otherwise, enter the status as described.

Hints & Tips Use Inline Editing (fields that have a pencil next to them) to quickly update a field from the Detail Screen.

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Disqualification When to Use

Duplicate Lead has come into the system and may have been an existing advertiser or prospect Account.

Created in Error A lead was manually created but then the rep realized the Account already existed in Salesforce.

Owned by Larger Organization

Used for leads that were distributed by the CIDC and should be reviewed to match with the appropriate organizations.

Activity Management Activities include tasks, calendar events, and requested meetings. You can define and track activities for many different objects, including Accounts, contacts, opportunities and leads. Activities display in related lists on associated records as well as on the Home tab.

Hints & Tips

You can also check the Calendar and My Tasks sections of the Home Tab for incomplete Tasks assigned to you and schedule Events. Be sure to change the Select One option to display Tasks in a timeframe you prefer.

Activities can also be viewed on a dashboard or report.

A task is used to document an activity such as a phone call. Tasks are “to do” items to be used as reminders for follow-up or follow-through. Tasks occur on a specific date, but at no specific time. .

Events are used to document activities such as client meetings. Events occur on a specific date and a specific time. These can be conference calls or face-to –face meetings.

Important Tasks and events can be used to help you setup reminders to call or meet with a customer.

Open Activities

Open Activities are planned tasks or events that have not taken place yet. Activity History The Activity History related list of a record displays all completed tasks, logged phone calls, saved interaction logs, expired events, outbound email, mass email, email added from Microsoft Outlook®, and merged documents for the record and its associated records.

The reminder window pops up to notify you of upcoming activities.

Not only is a Task or Event visible on the Account, Lead, Opportunity, and Contact records, but it is also visible on your homepage under My Tasks. Be sure to select Today + Overdue to manage what you have to complete for today or what you didn’t get to earlier.

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Schedule an Event

1 Locate the appropriate Account, Lead, Contact, or Opportunity. Hover over or select the Open Activities Related List and click New Event.

Enter a meaningful subject in the Subject field. Examples may include: Onsite Meeting to evaluate needs or Meeting to Present Media Plan.

Enter the meeting date and time.

If you plan to use this as a meeting invite with your contact, make sure you select the contact name. Click the Add to Invitees link.

In the Invite Other Section, click Add Invitees. You can select Contacts, Leads, or Users. Click Done. If using this feature, click Save & Send Update.

If not using this as a meeting invite, click Save. You can also create another event or task by clicking on Save & New Task or Save & New Event.

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If this is a recurring event, check the box here and you have the ability to schedule the time, frequency, etc.

After saving, this activity will display under the Open Activities Related List. After the time and date of the event, it will automatically move to the Activity History Related List.

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Steps

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Event (Meeting) Invite

If you use Salesforce to send a meeting invite, the contact will receive an email from you to Respond to This Request.

When they click on this button, it will open up a screen to allow them to Accept or Decline the meeting invite.

If the invite is Accepted, the contact has the option to add this to their Outlook Calendar.

When the invitee responses to your invite, the meeting event is automatically updated with the comments..

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Workshop 7: Scheduling an Event Business Scenario: You have asked your Contact, who has the same name as your favorite Musician for the opportunity to meet to evaluate their needs in person. You invite your digital specialist to the meeting with the business owner. Training Purposes: Contact: Your favorite Musician (Example: Billy Joel) Scheduling an Event

Step Action

1 Locate the appropriate contact.

2 In the Open Activities Related List section, click New Event.

3 Enter appropriate information in the fields. Select Meeting – Initial (Evaluate Needs) as the Activity Type. Note: Red indicates that the information is required.

4 Enter the appropriate value in the Date Field. Note: Scroll down to confirm the availability of yourself as well as your colleagues. The combination of blue and green bars will assist in determining when to set the date and time of your event.

5 Enter appropriate information in the Description field. Note: This is the text that will be sent out to your invitees. You may want to include an agenda if it is applicable.

6 Invite your contact to the meeting

7 In the Invite Others section, click Add Invitees.

8 Select Users in the Search within drop-down menu. Enter the name of the Digital Specialist.

9 Click Go!

10 Click the check box next the attendee(s) you wish to invite.

11 Click Insert Selected. Note: You may repeat steps 5-8 for additional contacts or colleagues.

12 Click Done.

13 Click the Save & Send Update.

This Workshop was designed to give you ‘hands on’ practice performing certain tasks in salesforce.com.

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