Salesforce Basics Training

2022-05 Introductory Training

Source: My personal notes from Salesforce training

Workshop Activities:

How to create/modify the data model
Build an Automation - Approval Process (Submission, Review, Approve, Communicate/Status Update)
Design the App experience, add logic and automation
Reports and dashboards
Change Lightning App Pages

Prerequisites

Step 1: Please follow the instructions in the Sign Up for Trailhead (if you do not already have a Salesforce Trailhead Account)

Complete the following two trails after signing up for Trailhead before the workshop:

MODULE 1: Salesforce User Basics (~1hr + 5 mins)
MODULE 2: Service Cloud Basics (~40 mins)

Step 2: Please follow the instructions in the Creating a Developer Environment for Workshop - this step is critical for the hands-on portion of the workshop!

See SF Training resources

Administration Building Blocks

Data Model - Objects, fields, and records
User Experience - how users interact, layouts and views
Logic and automation - Rules, workflows, actions
Reports and Dashboards - Create insights

Building a Travel Approval App

Build a Lightning app, add tabs, and customize page layouts.
Create custom objects and fields for the app.
Define relationships between objects.
Import data and test the app
Create an approval process
Create reports and dashboards

Your organization has decided to implement a custom travel approval app. Up until now, you had a travel approval process in place based on emailing spreadsheets. It had no central repository or enforcement of the process, resulting in the inability to report on travel approval activities across the organization. You need to create an application that meets these requirements:

Each employee must submit an electronic request in the system for future travel.
Each request includes a list of estimated expenses for airfare, hotel, rental car, and so on.
Each request must be approved by the employee’s manager, and all out-of-state travel must be approved by a travel coordinator.
Managers need reports and dashboards to track key travel request trends and KP15.
In addition, employees and managers must be able to access their travel requests, approvals, and dashboards via mobile devices.
Before you begin, download Workshop Lab Files, which you use later in the project (see page 6 in workbook)

Approvals

Approvals can have:

Multiple steps
Multiple approvers. Hierarchy and horizontal approvals are allowed.

Workshop Steps

See workshop workbook

Login
Click cog wheel and go to setup
Search and click into “App Manager”
- Note included apps
Set up app
- Add utility items: Notes and Recent Item
- Add functions: reports, dashboards
- Add administrator system profiles
Build app
- Go to setup, object manager tab - like database table manager
- Create custom objects and relationships
Settings: Change your settings, advanced user settings, edit, change locale to English (United States). Otherwise, you may get an error in import results as: ,"false","false","INVALID_FIELD:Failed to deserialize field at col 4. Due to, '6/15/19' is not a valid value for the type xsd:date:Trip_End_Date__c --"
Import data
- Use import data wizard on departments and travel approvals
Create new user (our manager)
Edit Travel Approval page layout in Object Manager or Setup > Edit Page
- Improve layout of page into 2 columns
Move Travel App in App launcher to first one in interface for convenience
Buttons can be configured new approvals
Set up > approval process
- Configure manager and out of state step 2 approval
- Set up updates of records
- Enable email automation for approvals
- Add Expenses to a travel approval
- Test an approval
Adding Dashboards
- Out of box, preconfigured reports are available for custom objects
- You can build on existing reports
- Select automatically preview reports
- Select fields
- Group by Department
- Can subscribe to reports, export

Questions

Q: Cloning reports?

It is possible

Q: Private vs public folders?

Public folders, everyone can see.

Salesforce User Basics

Overview of Salesforce

Salesforce takes all of that important data and organizes it into a simple user interface. It’s one place for you to:

Manage all your contacts
Work with your prospective customers
Organize tasks and to-do items
Focus on the right deals
Collaborate with your team
- Like social media
Showcase your big wins
Close more business

CRM stands for Customer Relationship Management. This technology allows you to manage relationships with your customers and prospects and track data related to all of your interactions. It also helps teams collaborate, both internally and externally, gather insights from social media, track important metrics, and communicate via email, phone, social, and other channels.

Terminology

When we say	We mean this
Record	An item you are tracking in your database; if your data is like a spreadsheet, then a record is a row on the spreadsheet
Field	A place where you store a value, like a name or address; using our spreadsheet example, a field would be a column on the spreadsheet
Object	A table in the database; in that spreadsheet example, an object is a tab on the spreadsheet
Org	Organization, the place where all data, configuration, & customization lives. You log in to access it. Aka “your instance of Salesforce”
App	A set of fields, objects, permissions, and functionality to support a business process

Salesforce Standard Objects

Account: Client organization you work with
Contacts: Contacts are the people who work at an Account.
Leads: Potential prospects. You haven’t yet qualified that they are ready to buy or what product they need. You don’t have to use Leads, but they can be helpful if you have team selling, or if you have different sales processes for prospects and qualified buyers.
Opportunities: Opportunities are qualified leads that you’ve converted. When you convert the Lead, you create an Account and Contact along with the Opportunity.

Views

Lists of above objects for filtering
Kanban shows progress of items
Use Navigation button at top left to see all apps and items

Reports and Dashboards

Similar to list views, though can do complex filter logic and group data
There are preconfigured dashboards

Search is easiest way to find data, assuming:
- Your search term is valid
- You have permission to access the record
- A recent record has completed saving and is indexed for search

Other things

Notes support rich text and relationship between records
User / organization can be switched in profile menu
Can switch between Lightning Experience (new UI) and classic Salesforce

Salesforce Administrator

Role of admin:

Advise on the best way to customize Salesforce to support the way you work
Design automated processes to help you work faster and smarter
Help your company learn about and adopt new features
Work with users to gather feedback and make improvements
Design and deliver training programs
Handle:
- Bugs
- Questions
- Feature requests

Service Cloud Basics

Service Cloud Business Functions

Service Cloud Platform

The Service Cloud platform is a customer support platform that gives agents ability to deliver service that’s as instant and easy as a conversation.
Customers choose how to contact you, anywhere, and on any device: Email, phone, SMS, social media, self-service sites, or real-time web chat. Allows escalation.
Integrates with field service technicians and mobile employees. They have mobile access to the same information that your other agents do with the offline-first, dedicated Field Service mobile app, and more.

Value proposition: The Service Cloud platform brings a 40% increase in agent productivity, 41% faster first contact resolution, and 34% increase in customer retention.

Self-service, Knowledge Base, Macros

Branded self-service site
Supported by AI of Salesforce Einstein
Customers can create and resolve their own cases or escalate
Knowledge base has articles for searching and sharing
Macros allow automation, e.g. mass changes to cases

Omni Channel Service - Deliver Service on Multiple Channels

Omnichannel’s goal is seamless customer experience across channels and enable agents
- E.g. text, email, social media posts/messages, live chat, video chat
Omni-Channel Supervisor gives call center supervisors real-time operational intelligence in the Service Console.

Salesforce Platform Advantage: Sales and Service Together

Need to combine sales and support services parts of a business to improve customer retention. According to the 2017 State of Service Research Report, 78% of business buyers say they are extremely likely or very likely to switch brands if they receive inconsistent levels of service.
Salesforce Platform Advantage enables sales and service organizations with an integrated view of every customer and their interactions with your company. With this knowledge, your company gains the competitive advantage of delivering faster, smarter, and personalized service.