1201 sfdcgcpd

Salesforce.com
12/30/2011

© Level 3 Communications, LLC. All Rights Reserved. Level 3, Level 3 Communications and the Level 3 Communications Logo are either registered service marks or service marks of Level 3 Communications, LLC and/or one
of its Affiliates in the United States and/or other countries. Level 3 services are provided by wholly owned subsidiaries of Level 3 Communications, Inc. Any other service names, product names, company names or logos
included herein are the trademarks or service marks of their respective owners.

Logistics
 Everyone will receive a training Username/Password to Salesforce.com
 The Username/Password can only be used during the training session
 The Username is not case sensitive, however, the Password is case sensitive

 Please enter this Username/Password at: test.salesforce.com
 This is a training version of Salesforce.com
 This training version mirrors the live version

 Username Example:
 sales55.train@level3.com.env2
 You will be assigned your own Username
 Password Example:
 Password55
 The “P” must be capitalized

©
Level 3 Communications, LLC. All Rights Reserved. 2

Integration Information
 Access to Salesforce.com will take place the week of January 9th. You will
receive an email letting you know you now have access.

 Access to your Accounts will be available as soon as you have access to
Salesforce.com.

 The following will not be loaded into Salesforce.com and must be entered
individually:
 Contacts
 Opportunities
 Leads

 NOTE: Opportunities must be entered no later that January 16th to
reflect accurate Funnel Forecast

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Agenda
 Introduction to Salesforce.com
 Changing Personal Setting
1. Intr
 Assigning Account Team Members ot
2. Cha o Salesforce.c
ng om
3. Acc ing Personal
 Managing Leads 4. Ma
ount Te
a
Setting
s
naging m Assignmen
5. Ma Leads t
 Managing Contacts na
6. Ma ging Contacts
naging
7. Ma Activitie
 Managing Activities na
8. Out ging Accounts
s
loo
9. Acc k Sync
 Managing Accounts 10. Ma
ount Flo
w
na
11. Rep ging Opportun
 Outlook Sync or
12. Cha ts and Dashb
ities
tter oards
13. CA
 Account Flow 14. Sale
D
s
15. Sale Source
 Managing Opportunities s Succ
ess Ce
nter
 Reports and Dashboards
 Chatter
 CAD
 Sales Source
 Sales Success Center
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Introduction to Salesforce.com
 Sales Source > Salesforce.com User Center > User Help: Quick
Reference Guides > Introduction to Salesforce

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 Salesforce.com User Center > User Help: Quick Reference Guides >
Introduction to Salesforce

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 Sales Source > Salesforce.com User Center > User Help: Quick
Reference Guides > Introduction to Salesforce

 This Quick Reference Guide will cover:
 Navigating Salesforce
 Leads Tab
 Account Tab
 Contacts Tab
 Account Plan Tab
 Opportunities Tab
 Level 3 Application Tabs
 Reports Tab
 Dashboards Tab
 Left Sidebar Navigation

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Changing Personal Settings
Changing Your Personal Settings

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 Updating Personal Information
 Email
 Desktop Integration

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 Click “Edit” to make changes to settings.

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Assigning Account Team Members
Assigning Account Team Members to All Accounts

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Assigning Account Team Members
Assigning Account Team Members to All Accounts

 How to add Account Team Members to All Accounts
 The levels of Access that can be granted to Account Team Members

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Managing Leads
Managing Leads

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Managing Leads
Managing Leads

 Creating a New Lead
 Editing a Lead
 Transferring a Lead
 Sharing a Lead
 Converting a Lead to an Account
 Creating a Lead for an Account that Already Exists
 Accepting a Lead for an Account you Already Own

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Managing Contacts
Managing Contacts

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Managing Contacts
Managing Contacts

 Manage Contacts
 View Existing Contacts
 Create a New Contact
 Delete a Contact
 Delete a Primary Contact
 Assign a New Primary Contact to an Account

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Managing Activities
Managing Activities

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Managing Activities
Managing Activities

 Create a New Task
 Create a New Event

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Managing Activities
Managing Activities

 Activity History shows all completed activities and allows the user to Log
A Call and Send An Email

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Managing Accounts
Managing Accounts

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Managing Accounts
Managing Accounts

 Accounts
 Account Detail
 Create an Account Plan
 Account Sites
 Notes and Attachments
 Account Approval
 Account Status and Class

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Outlook Sync
Downloading the Outlook Plug-in, Configuring the Outlook Plug-in and
Using the Outlook Plug-in

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Account Flow
Account Flow in Salesforce.com

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Account Flow
Account Flow in Salesforce.com

 Account Status Progression

 Users will get an Account Number (BusOrg ID) when the Lead is
converted into an Account
 Users will need to refresh their page about 1 min after they convert their Lead
into and Account and the Account Number (BusOrg ID) will generate

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Managing Opportunities

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 Create a New Opportunity
 Edit Opportunity from Account
 Add an Opportunity Line Item
 Add a Member to an Opportunity (Overlay Support)
 Opportunities Tab

 NOTE: As of January 13th, all Opportunities will ONLY be progressed through the
proper stages in Salesforce.com. Orders will be started from the Prospect or
Customer Record in IFO. No more Opportunities in IFO.

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Managing Opportunities—Opportunity Stages
 Salesforce.com > Opportunity > Sales Coach

 Sales Coach will give you a Description of the Stage and Activities to
Move the opportunity to the next stage.

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 Stage 1—Opportunity Verification
 Stage Description: The customer need for a Level 3 service and compelling
event are identified by the client
 Activities to Move this opportunity to the next stage:
• The customer need for a Level 3 service and compelling event are identified by the
client

 Stage 2—Opportunity Development
 Stage Description: The Level 3 value proposition is established and solution(s)
are defined
• The Level 3 value proposition is established and solution(s) are defined

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 Stage 3—Proposal & Quote
 Stage Description: Sales begins to estimate and confirm through a formal
design, quote and proposal, and the terms and price of a proposed Level 3
solution
• Sales begins to estimate and confirm through a formal design, quote and proposal, and
the terms and price of a proposed Level 3 solution

 Stage 4—Negotiation & Quote Modification
 Stage Description: The customer verbally agrees to terms and price
• Customer verbal agreement to terms and price

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 Stage 5—Closing the Business
 Stage Description: Final signature is attained and complementary documentation
provided. The order is promoted in Siebel or Pipeline. CCM’s finalize the order
and it is automatically updated to Sales Stage 6 in Salesforce
• Final signature is attained and complementary documentation provided. The order is
promoted in Siebel or Pipeline. CCM’s finalize the order and it is automatically updated
to Sales Stage 6 in Salesforce

 Stage 6—Closed Lost
 Stage Description: Sales identifies an opportunity as lost when the customer’s
vendor selection is not Level 3
• Sales identifies an opportunity as lost when the customer’s vendor selection is not
Level 3

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 Stage 6—Closed Won
 Stage Description: The order is accepted by Order Entry and service activation
• The order is accepted by Order Entry and service activation
• The customer verbally agrees to terms and price

 Opportunity Detail
 Stage
 Close Date
 Probability (%)
 Commit to Forecast
 Next Step
 1st Opportunity for this Account

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Chatter
Using Chatter; Chatter Setup, Tips and Etiquette; Level 3 Guidelines
for Using Chatter; Joining the Chatter Community

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CAD
 Once on the Level 3 VPN, type “CAD” into a browser window OR launch
Sales Source > Systems & Tools > Customer Analytics Dashboard OR
click on CAD Tab in Salesforce.com

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Sales Source
 Once on the Level 3 VPN, type “SalesSource” into a browser window
OR click on the Sales Source link in Salesforce.com under Useful Links
on the Home Tab

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Sales Success Center
 When to engage the Sales Success Center:
 If an assigned account has legacy Level 3/Global Crossing services that require a
quote for a customer AND if the account manager does not have the ability to
quote that legacy service because he/she does not have access or training in the
correct quoting system
 The Sales Success Center is not a quote desk and should only be engaged for
the scenario above

 The Sales Success Center is available through a Support Request
 Support Requests can be opened from an Opportunity
 If a Support Request is opened from the Opportunity, the Support Request will
automatically be tied to the correct Account and Opportunity

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Sales Success Center Flow

SFDC Support
Request

Triage team Triage Team to
Formal fLevel3 & determine best
fGlobal Crossing team routing for support
& manage queue

CSM for legacy QuotePro for Squad for legacy OEP/Inside Triage team to
GC Product legacy LVLT LVLT Sales for Self Support &
Quote/Order Large VPN Transactional Complex Deal balance load at
Siebel/Pipeline Support times (EOM)

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Sales Success Center – Support Request Highlights
 Product – select one or multiple products by using the arrow keys to
remove and add

 Request Action – New quote or supplemental quote

 Request Action Type – Show what stage within the process the support
request is at

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Sales Success Center – Support Request Highlights
(cont’d)

 Team Assignment – used to determine which triage team and resources
get assigned to the support request

 Status – SSC use only – shows the status of the support request at the
stage the request is at (Request Action Type)

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Stay Informed
…recent communications, processes, training
http://salessource/News/Pages/salesforce.com_user_center_11-18-10.a
spx

…search for FAQs, training, process docs
http://guru/

find out how your peers use Sfdc and other tools
Login to: Salesforce  Chatter (tab)
Search group feeds or post questions to groups:
•Salesforce General Process & Support
•PG’s TNT
•Other How To/Support groups:

Don’t Limit Yourself. •Pipeline Ninjas in Training, Enterprise Voice Quote
Support, iComplete Q&A Forum, Siebel Heroes

Get your fill of process & system support where
you choose…

get specifics for your scenario, system experience
when you need a specific opportunity, record, quote, etc
http://3help/ SSalesforce *(Alt. Siebel, Pipeline, GTMi, etc.)

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Summary
 Today we have demonstrated:
 Salesforce.com functionality
 Customer Analytics Dashboard (CAD)
functionality
 Sales Source functionality
 Sales Success Center

 Please ensure you have all of your
Accounts and Opportunities updated in
Salesforce.com ASAP
 All Account, Opportunity, Funnel and Forecast
Reporting will be pulled directly out of
Salesforce.com

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Survey Reminder
 You all will have received a link to an 8 question survey today from
Sales Enablement Training. Please take a moment to complete that
survey before you logout.

 Thank you for your time and participation today!

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