Getting Started Workbook (Final)

Getting Started Workbook

ABOUT THE WORKBOOK 2

STEP 1: PREPARE FOR SUCCESS 3
DETERMINE YOUR KEY PLAYERS 4
CONSIDER THE TYPE OF IMPLEMENTATION SUPPORT YOU NEED 5
GATHER FEEDBACK AND DETERMINE YOUR VALIDATION APPROACH 5
GET THE WORD OUT AND CREATE YOUR COMMUNICATION PLAN 6
IDENTIFY AND PRIORITIZE YOUR BUSINESS OBJECTIVES 7
1. Define your goals 8
2. Identify your pain points 8
3. Capture and prioritize your goals, and define measurements 9
DEFINE YOUR SUCCESS METRICS 11
1. Usage and data quality 12
2. User feedback 13
3. Business performance 13
RESOURCES 14
STEP 2: CREATE THE USER EXPERIENCE 15
DEFINE YOUR SALES PROCESS 16
SET UP USERS 17
SET UP LEADS 17
SET UP OPPORTUNITIES 24
SET UP ACTIVITIES 30
UTILIZE CHATTER 36
DOWNLOAD AND LEVERAGE THE SALESFORCE MOBILE APP 36
SET UP ACCOUNTS 37
SET UP CONTACTS 42
ALIGN SALESFORCE TO YOUR BUSINESS 46
STEP 3: ENABLE THE USER EXPERIENCE WITH DATA 47
IDENTIFY YOUR DATA AND PREPARE YOUR DATA FOR IMPORT 48
IMPORT YOUR DATA 49
MANAGE YOUR DATA 49
STEP 4: DEPLOY AND EMPOWER YOUR USERS 51
PLAN YOUR TRAINING 52
1. Identify your audience 52
2. Determine relevant scenarios 53
3. Define your training paths 54
DRIVE USER ADOPTION 55
TRACK AND MEASURE SUCCESS 56
TRACK ACHIEVEMENT OF BUSINESS OUTCOMES 57
CONTINUE THE MOMENTUM 57
Tip: Click any page number to go directly to that page.
January 2021 Page 1 of 58

ABOUT THE WORKBOOK

Welcome to Salesforce!
We’ve designed this Getting Started Workbook to help you get off to a great start. Now you can
fast-track your deployment in four steps:
Step 1: Prepare for Success
Determine who is involved and how to focus your journey.
Step 2: Create the User Experience
Adapt Salesforce to enable and improve your business processes.
Step 3: Enable the User Experience with Data
Import clean data and create valuable reports.
Step 4: Deploy and Empower Your Users
Train, support, motivate, and engage your users by driving business outcomes.
Use this workbook to capture your goals, track your setup checklist, and find Salesforce
resources.
Ready to begin? Visit the Success Center, your online center for everything you need to get up
and running with Salesforce:
● Attend the Getting Started series of interactive webinars to learn best practices and proven
approaches for your Salesforce implementation. The four steps in this workbook align to the
four webinars in the series.
o Prepare for Success webinar
o Create the User Experience webinar
o Enable the User Experience with Data webinar
o Deploy and Empower your Users webinar
● Getting Started: Sales Cloud: Set Up Your Implementation for Success Video Watch this
video to learn best practices and proven approaches for your Salesforce implementation.
● Success - Getting Started Community
Join this forum to ask questions and get answers from Salesforce experts and customers
just like you.
Tip: Visit the Success Center to access all journeys available to help you get started, achieve
business objectives, or solve challenges. You can browse resources by area of interest, like
Sales, Service, or Marketing.

Premier Success Plan customers: Explore the Premier Toolkit for more resources, including
the Premier Training Catalog and role-based learning paths.
STEP 1: Prepare for Success

Attend the Prepare webinar to learn how to define your vision, inspire your team, and plan your
journey with the following activities:
DETERMINE YOUR KEY PLAYERS

CONSIDER THE TYPE OF IMPLEMENTATION SUPPORT YOU NEED
GATHER FEEDBACK AND DETERMINE YOUR VALIDATION APPROACH
GET THE WORD OUT AND CREATE YOUR COMMUNICATION PLAN
IDENTIFY AND PRIORITIZE YOUR BUSINESS OBJECTIVES
1. Define your goals
2. Identify your pain points
3. Capture and prioritize your goals, and define measurements
DEFINE YOUR SUCCESS METRICS
1. Usage and data quality
2. User feedback
3. Business performance
RESOURCES

Determine Your Key Players
Use this worksheet to identify the people who will be critical to making Salesforce a success
at your company. Individuals can have multiple responsibilities.
● Executive Sponsor: Champions the project and sets the business vision for deployment.
● Business Process Owner: Knows the sales process steps and maps them to Salesforce.
● System Administrator: Configures Salesforce and manages it day-to-day.
● Data Analyst: Understands the current data and owns its consolidation and mapping.
● Champion: Serves as the liaison to users to ensure Salesforce meets day-to-day needs.
Key Responsibilities
Key Players Supporting Players
Business
System Data Executive
Process Champion
Administrator Analyst Sponsor
Owner
Sample X X
Individual 1
Individual 2

Consider the Type of Implementation Support You Need
Determine if you’re going to use a partner or

self-implement. Use these resources to help
guide you through the process:
Consult with your Salesforce Account
Executive
Review partners on the AppExchange
Review Successfully Implement with
Salesforce Partners
Gather Feedback and Determine Your Validation Approach
A successful implementation includes ways to gather feedback and end-user validation to

determine if you’re meeting your objectives. Think about who will be involved and what you’ll
need for user validation.
(Sample) My Validation Plan

Key Questions Approach
● Sales reps: John Scott, Helen Campbell
Who will validate the Salesforce solution?
● Sales manager: Ted Taylor
(Consider who is most capable of testing
● Sales assistant: Joe Zurich
the business process.)
● Executive: Joanne Hunt
Test sandbox with configuration, user setup,
What are the needs for my environment?
and a small amount of data.
● Avoid end of quarter.
What are the key considerations for timing? ● Work around spring break and the April
conference.

Get the Word Out
Determine the timing, owners, and key topics to build enthusiasm and keep users updated on
the Salesforce initiative.
Create Your Communication Plan
(Sample) My Communication Plan

Prelaunch Launch Post-Launch
Instructions on how to access
Program vision User recognition
Salesforce
How to get help: questions
Key players User tips and tricks
and training
Reminder of how to get
Business goals
help and ask questions
Note: Many of the prelaunch
topics can be sharing the

information you’ve captured
in Step 1 of this workbook.

My Communication Plan
Prelaunch Launch Post-Launch
Identify and Prioritize Your Business Objectives
Set the destination for Salesforce by defining your vision, identifying pain points to address,
capturing and prioritizing your goals, and defining measurements to determine if you’re
achieving your goals.



Define a clear purpose for your Salesforce initiative, drive ongoing commitment, and provide
a way to measure and prove results. Ask questions such as: What will my business look like
in three to five years? What future customer needs do I want to satisfy?
(Sample) My Vision Statement
● Build and maintain long-term relationships with valuable customers by creating
personalized experiences across all touchpoints, anticipating customer needs, and
providing customized service.
● Customer loyalty is our highest priority.
● Provide the highest level of personalized service and give customers the communication
channels they want.
Vision Statement

First, capture the issues that various groups are facing.
(Sample) My Pain Points

Pain Point Group
Need better pipeline visibility. Sales
Difficult to quantify why deals are lost to key competitors. Sales
Need a better way to track leads. Sales and Marketing
Need a way to track marketing ROI. Marketing
Unable to track forecasted revenue from all profit centers. Management
Need to be able to identify top performers in every group. Management
Limited knowledge of the last time I spoke to someone — I end up
Prospect
repeating the same information.
Didn’t follow up when promised. Prospect
My Pain Points
Pain Point Group



Define your goals in terms of the hoped-for solutions for each target group. Set the priority
to help focus your Salesforce implementation efforts going forward. Think through the ways
in which you would measure the achievement of these goals.
(Sample) My Business Goals and Priorities

Goal Metric Priority
What does your executive team hope to get out of Salesforce?
Identify top performers Reps with highest revenue closed Important
Identify top customers Top deals by revenue Must Have
Capture leads from the website [X]% increase in leads Nice to Have
What do your managers hope to get out of Salesforce?
100% of deals are shown in
Better visibility into the pipeline Important
Salesforce
Know why key deals are lost Count by reason: Closed or Lost Must Have
Increase close rates Increase close rate by [X]% Must Have
Relevant reports for top
CRM pipeline reports Must Have
management
Make sure leads are not dropped Reduce dropped leads from [X] to [Y] Important
What are the goals for your Salesforce end users?
Easy access to collateral Document consistency Important
Able to work “on the go” Increase effectiveness by [X]% Must Have
Get credit for work Reduced employee attrition Important
What are the goals for your customers related to the Salesforce solution?
Know the history of interactions Higher customer satisfaction scores Must Have
Use my time wisely Increase close rate Important
My Business Goals & Priorities

Goal Metric Priority
What does your executive team hope to get out of Salesforce?
What do your managers hope to get out of Salesforce?

What are the goals for your Salesforce end users?
What are the goals for your customers related to the Salesforce solution?
Define Your Success Metrics
Understand what you’ll use to measure the success of your Salesforce implementation across
usage and data quality, user satisfaction, and business performance.
2. User feedback


(Sample) My Usage and Data Quality Measures
Key Questions Metrics
Are users logging in? Percentage of users logging into Salesforce
● Number of accounts, contacts, and
opportunities created
Are users using the application? ● Number of active licenses
● Percentage of users running pipeline
reports
● Login leaderboard
Who is logging in most often?
● Hall of Fame
Average number of opportunities associated to

Are users interacting with the application?
an account
Number of open opportunities with close dates

Are opportunities up to date?
in the past
My Usage and Data Quality Measures


2. User feedback
(Sample) My User Satisfaction Measures
User Survey Questions
Is the training helping you perform your job?
Have you improved lead qualification?
Do you find competitor information quickly?
Is collaboration helping to close deals faster?
My User Satisfaction Measures

User Survey Questions
(Sample) My Business Performance Measures
● Year-to-date (YTD) sales
How is my team tracking with sales? ● Quarter-to-date (QTD) sales
● Win ratio for current and previous year
● New business pipeline
Do I have a sufficient pipeline?
● Pipeline by owner
● Lead conversion rates
What is the quality of my leads?
● Lead conversion rates by source
Are we remaining engaged with our
Accounts with no activities for the last 90 days
customers?
My Business Performance Measures


Resources
Help & Training Resources:

● Successfully Implement with Salesforce.com Partners
● More help & training
Videos:
● Lightning Experience Video Series
Trailhead Modules:
● End Users: Salesforce User Basics
● Administrators (above plus): Chatter Administration for Lightning Experience
Success Community:
Success Getting Started Group

STEP 2: Create the User Experience

Attend the Create webinar. We’ll show you how to adapt Salesforce to enable and improve your
business processes by completing these core steps:
DEFINE YOUR SALES PROCESS

SET UP USERS
SET UP LEADS
SET UP OPPORTUNITIES
SET UP ACTIVITIES
UTILIZE CHATTER
DOWNLOAD AND LEVERAGE THE SALESFORCE MOBILE APP
SET UP ACCOUNTS
SET UP CONTACTS
ALIGN SALESFORCE TO YOUR BUSINESS

Define Your Sales Process
Define the steps you go through to close a deal (such as your sales funnel). Define the criteria
that will be required before you move to the next stage.
(Sample) My Sales Stages

Stages Enter this stage when ...
Individuals are received through a lead source, they are not
Lead
current customers, and interest is not confirmed.
Prospecting An individual is an existing customer with a new opportunity.
Qualification An individual has been contacted and expressed interest.
Interactions to understand individual needs for a particular deal
Discovery or Scoping
are in progress.
Proposal or Price Quote A proposal or quote is being developed.
Negotiation or Review An individual has a proposal and has not made a decision.
Closed or Won/Lost An individual accepts or rejects a proposal.
My Sales Stages
Stages Enter this stage when ...

Set Up Users
Key Considerations Action References

1. Set up your role hierarchy.
Role Hierarchy ● Identify the roles you want Video
What role hierarchy will to set up based on your ● Who Sees What:
ensure that your managers organization’s structure. Salesforce Classic
have access to the same data ● Create your role hierarchy ● Who Sees What:
as their employees? and set up your roles. Lightning
Experience
2. Enter your users.
Salesforce Users ● Enter the names of your Trailhead
What employees would users. User Management
benefit from access to ● Assign your users to roles
Salesforce? and profiles.
Set Up Leads

1. Adjust the standard fields to match your business.
Lead Standard Fields ● Use the table below to Help Articles
What adjustments to standard define the adjustments ● Guidelines for Creating
fields would align Salesforce that you’ll need to make Leads
to my business process? to standard fields. ● Define Default Settings
● Hide unnecessary fields for Lead Creation
and related lists. ● Lead Fields
● Set required fields. ● Add or Edit Picklist
Values
● Update picklist values.
● Set default values.
Best Practice (Advanced)
● Use help text to guide
users. Improve Lead Conversion:
Learn how to use data
insights to capture,
prioritize, and route leads
to the right resource at the
right time.
Salesforce Standard Fields

Standard Data Type Picklist Default Help Text Want
Field Values Value Field?
Name

(* =
required)
Address Address
Annual Currency

Revenue (18,0)
Lookup
Campaign (Campaign
)
Company* Text (80)
Created Lookup

By* (User)
Long Text
Description Area
(32000)
Do Not
Checkbox
Call
Email Email
Email Opt
Checkbox
Out
Fax Fax
Fax Opt
Checkbox
Out
Industry Picklist ● Agri
cult
ure
● App
arel
● Ban
king
● Biot
ech
nolo
gy
● Che
mic
als
● Co
mm
unic
atio
ns
● Con
stru
ctio
n
● Con
sulti

ng
● Edu
cati
on
● Elec
troni
cs
● Ene
rgy
● Engi
neer
ing
● Ent
ertai
nme
nt
● Envi
ron
men
tal
● Fina
nce
● Foo
d&
Bev
erag
e
● Gov
ern
men
t
● Hea
lthc
are
● Hos
pital
ity
● Insu
ranc
e
● Mac
hine
ry
● Man
ufac
turin
g
● Med
ia
● Not
for
Prof
it
● Rec
reati

on
● Ret
ail
● Ship
ping
● Tec
hnol
ogy
● Tele
com
mun
icati
ons
● Tra
nsp
ortat
ion
● Utilit
ies
● Oth
er
Last
Lookup
Modified
(User)
By*
Last
Transfer Date
Date
Lookup
Lead
(User,
Owner
Queue)
Lead Picklist ● Adv
Source ertis
eme
nt
● Em
ploy
ee
Ref
erral
● Exte
rnal
Ref
erral
● Part
ner
● Publ
ic
Rel
atio
ns
● Se
min
ar

Inter
nal
● Se
min
ar
Part
ner
● Tra
de
Sho
w
● We
b
● Wor
d of
Mou
th
● Oth
er
● Ope
n
● Con
tact
ed
Open Open ● Qua
lifie
d
● Unq
ualif
ied
Mobile Phone
Name Name
● Mr.
● Ms.
● Mrs.
● Dr.
● Prof
.
First Name Text (40)
Last Name Text (80)
Number of Number

Employees (8,0)
Phone Phone
● Hot

● War
m
Rating Picklist ● Col
d
Title Text (80)
Website URL (255)

2. Add custom fields (if necessary).
Lead Information ● Use the table below to Help Articles
● What additional lead define the custom fields ● Define Validation Rules
information do I need to you’ll need to drive ● Examples of Validation
track for reporting reporting and decisions. Rules
purposes? (Some commonly used
fields are provided.)
● Do I need a more AppExchange App
robust lead scoring ● Add custom fields.
Lead Scoring
approach? ● Adjust the field location.
● Create validation rules
(as appropriate).
● Need help? Premier
Success Plan customers,
learn about your options.
Data Type
Custom Field Name Values
(see Custom Field Types)
Service or Product Interest Picklist
Other Lead Source Text

3. Determine your lead import approach and enter your leads.
Manually Enter Leads No setup required. Enter leads Trailhead
Do you receive leads one at directly in Salesforce. ● Leads &
a time (such as from referrals Opportunities
or business cards)? for Salesforce
Classic
● Leads &
Opportunities
for Lightning
Experience

Help Article
Guidelines for
Creating Leads
(Optional) Import Leads Use the Data Import Wizard to Help Article
Do you purchase lists and import your leads. Data Import Wizard
spreadsheets? If so:
(Optional) Set Up Web-to- Set up Web-to-Lead. Help Article
Lead Generate Leads From
Do you have leads generated Your Website for Your
from websites? If so: Sales Team
4. Assign your leads.

Manual Lead Assignment No setup is required. Enter single
Do you have a low volume or bulk leads directly in Salesforce.
of leads?
(Optional) Lead Queues Create lead queues.
Do you distribute leads to a
group of people for selection?
(Optional) Lead Assignment ● Create lead assignment rules.

Rules ● Need help? Premier Success
Do you use a process or set Plan customers, learn about
of rules to distribute leads your options.
(such as Regional, Industry,
or Product)?
5. Create custom list views.
Custom List View Create custom list view(s).
Are there particular fields that
drive the action you want to
perform (such as unassigned
leads for ABC product

interest)?
6. Adapt dashboards and reports.
Analytics ● Install Lead and Opportunity
What metrics do you need to Management Dashboards from
run your business? (Refer to the AppExchange.
the metrics you defined in ● Modify reports and dashboards
Step 1: Prepare for Success.) to align to your business.
● Share reports and dashboards
with appropriate users.
● Need help? Premier Success
Plan customers, learn about
your options.

Custom List View Create custom list view(s).
Are there particular fields that
drive the action you want to
perform (such as unassigned
leads for ABC product
interest)?
8. Adapt dashboards and reports.

Analytics ● Install Lead and Opportunity
What metrics do you need to Management Dashboards from
run your business? (Refer to the AppExchange.
the metrics you defined in ● Modify reports and dashboards
Step 1: Prepare for Success.) to align to your business.
● Share reports and dashboards
with appropriate users.
your options.

Set Up Opportunities

Opportunity Standard ● Use the table below to define the Help Articles
Fields adjustments you’ll need to make ● Opportunity Fields
What adjustments to to standard fields.
● Add or Edit Picklist
standard fields would ● Hide unnecessary fields and Values
align Salesforce related lists.
● Viewing and Editing
to my business process? ● Set required fields. Contact Roles
● Customize standard field picklist
values.
● Use help text to guide users.
● Define opportunity
contact roles.
Plan customers, learn about your
options.

Standard
Default Want
Field Name Data Type Picklist Values Help Text
Value Field?
(* = required)
Account Lookup
Name* (Account)
Currency
Amount*
(16,2)
Close Date* Date
Lookup
Created By*
(User)
Long Text
Description Area
(32000)
Expected Currency
Revenue (16,2)
● Omitted
● Pipeline
Forecast
Picklist ● Best Case
Category ● Commit
● Closed
Last Modified Lookup
By* (User)
● Advertisement
● Employee
Referral
● External
Referral
● Partner
● Public
Relations
Lead Source Pick list ● Seminar
Internal
● Seminar
Partner
● Trade Show
● Web
● Word of Mouth
● Other
Next Step Text (255)

Opportunity
Text (80)
Name*
Opportunity Lookup

Owner (User)
Primary Lookup
Campaign (Campaig
Source n)
Private Checkbox
Percent
Probability
(3,0)
Number
Quantity
(16,2)
Recommendation:
Align stages to the
sales process that you
defined in the Define
Your Sales Process
section. Recommendation
: Add the
● Prospecting definitions as help
Stage* Picklist ● Qualification text that you
● Discovery/ defined in the
Scoping Define Your Sales
● Proposal/Price Process section.
Quote
● Negotiation/
Review
● Closed Won
● Closed Lost
● Existing
Type Picklist Business
● New Business
Opportunity, Stage, and Forecast Category Guidance (change as needed)

Stage Probability Forecast Category
Prospecting 10% Pipeline
Qualification 20% Pipeline
Discovery/Scoping 50% Pipeline

Proposal/Price Quote 75% Pipeline
Negotiation/Review 90% Pipeline
Closed Won 100% Closed
Closed Lost 0% Omitted
Contact Role Standard Values (change as needed)

Standard Field Name
Data Type Pick list Values
(* = required)
● Business User
● Decision Maker
● Economic Buyer
● Economic Decision
Contact Role Picklist Maker
● Evaluator
● Executive Sponsor
● Influencer
● Technical Buyer

Key Considerations Action Resources

2. Add custom fields (if necessary)
Opportunity Information ● Use the table below to define the Help Article
What additional opportunity custom fields you’ll need to drive Custom Fields
information do I need to reporting and decisions. (Some
track for reporting purposes? commonly used fields are
provided.)
● Add custom fields.
● Adjust the field order.
● Add validation rules.
● Map lead conversion fields.
options.
Data Type
Product Interest Picklist
Other Lead Source Text
Closed Lost Reason Picklist


3. Set up opportunity products.
Opportunity products If you are using products and price Help Articles
Do you want to report books: ● Page Layouts Unique
on product interest, ● Adjust the opportunity product to Opportunity
sales trends, and layout (as needed). Products
product leads? Do you ● Enter your products manually or ● Insert and Upload New
want to send quotes with the Data Loader. Products and Price
that include line item Books Via Data Loader
● Enter your standard price book
quotes? If so, you may
(and others as necessary).
want to use products
and price books. If you are not using products and
price books:
Hide the products related list from the
opportunity page.
4. Create list views.
Custom List Views Create custom list views. Help Article
Are there particular Create a List View is
fields that drive the Salesforce Lightning
action you want to
perform (such as
opportunities past
close date)?
5. Set up Sales Path.
Sales Path ● Create a path to guide users on a Help Article
Do you want to guide process. ● Guide Users with Path
your users along steps ● Select key fields to focus users on
in a process, like the most critical information, and
working an opportunity at each step, help users succeed
from stage 1 to close? with step-specific guidance.
6. Customize Highlights panel.

Compact Layouts Edit Compact Layouts to add fields to Help Article
Do you want the ability appear in an object’s highlights area, ● Compact Layouts
to have key fields like at the top of the Opportunity page.
● Create Compact
highlighted at the top Layouts
of the screen?
7. Create reports and dashboards.

Analytics ● Install Lead and Opportunity AppExchange App
What metrics do you Management Dashboards from Lead and Opportunity
need to run your the AppExchange. Management Dashboards

business? (Refer to the ● Modify reports and dashboards

metrics you defined in based on your requirements. Help Article
Step 1: Prepare for ● Share reports and dashboards Modify a Dashboard
Success.) with other users. Component
● Need help? Premier Success Plan
customers, learn about your
Best Practice
options.
Deliver Accurate Reporting
Set Up Activities

Activity Standard ● Use the table below to define the Help Articles
Fields adjustments you want to make to ● Activities
What adjustments to standard fields. ● Task Fields
standard fields would ● Remove unnecessary fields. ● Event Fields
align Salesforce to my ● Change field locations. ● Add or Edit
business process? Picklist Values
● Set required fields.
● Update picklist values.
Note: Activity Type defaults are
hidden from users. We recommend
that you update your profile visibility,
add a field to the Activity page
layout, and adjust your picklist values
as needed.
customers, learn about your options.
Task Standard Fields

Standard
Default Want
Value Field?
(* = required)
Lookup
Assigned To* (User,
Calendar)
Number (8,
Call Duration
0)

Call Object
Text (255)
Identifier
Call Result Text (255)
Call Type Picklist
Long Text
Comments
Area (32000)
Create a
Recurring
Picklist
Series of
Tasks
Lookup
Created By
(User)
Due Date Date/Time
Email Email
By* (User)
Lookup
Name* (Contact,
Lead)
Phone Phone
● High
Priority* Picklist ● Normal
Standard
Default Want
Value Field?
(* = required)
Related To Lookup
Send
Notification Checkbox
Email
● Not Started
● Completed
Status* Picklist ● Waiting on
Someone Else
● Deferred
● Call
● Email
● Meeting
Subject* Picklist ● Send Letter/
Quote
● Other
● Administrative
Type Picklist ● Call

● Presentation
● Other
● Email
Event Standard Fields

Standard Field Defaul
Name Data Type Picklist Values t Help Text Want Field?
(* = required) Value
All-Day Event Checkbox
Lookup
Assigned To* (User,
Calendar)
Lookup
Created By
(User)
Date Date/Time
Long Text
Description Area
(32000)
Number (8,
Duration
0)
Email Email
End* Date/Time
By (User)
Lookup
Name (Contact,
Lead)
Location Text (255)
Phone Phone
Private Checkbox
Related To Lookup
Show Time As
Picklist
Start* Date/Time
Subject* Picklist ● Call
● Email
● Meeting
● Send Letter/
Quote

● Other
Time Date/Time
● Administrative
● Call
● Meeting
Type Picklist ● Presentation
● Other
● Email

2. Create list views.
Custom List Views Create list views to see a specific Help Article
Are there particular fields set of records. ● List Views
that drive the action you ● Create a List
want to perform (such as View
tasks due this week)?
3. Create reports and dashboards.
Analytics ● Modify reports and dashboards Help Article
What metrics do you need to based on your requirements. Modify a Dashboard
● Set up new reports and Component
run your business? (Refer to dashboards and/or install free
AppExchange reports.
Best Practice
the metrics you defined in ● Need help? Premier Success
Step 1: Prepare for Deliver Accurate
Success.) Reporting
your options.
AppExchange
Sales Activity Dashboard


4. Consider email and calendar integration.
Email and calendar ● Consider your integration Help Articles
integration options and determine Which Email Integration
Do I want to integrate which product or products Product Is Right for My
Salesforce with my users’ are right for you. Review Company?
Microsoft or Google email the available integration
and calendar applications? If products with the IT
so: administrator at your
company to see whether
you meet the system
requirements.
● Work with your IT
administrator to set up the
product or products you
want to use.

Utilize Chatter
Utilize Chatter
Opportunity Collaborate on opportunities. Best Practice
Collaboration Getting Started with Chatter
How do your sales teams
collaborate on deals?
Chatter Groups ● Create Chatter groups. Help Article
What kinds of groups will ● Recommended groups: Create Chatter Groups
foster collaboration and ● Salesforce Training, Tips,
help run your business? and Support
● Company initiative or event
Download and Leverage the Salesforce Mobile App

Set up the Salesforce ● Have users download the Trailhead
Mobile App Salesforce mobile app from the ● Salesforce
How do you enable the App Store or Google Play. Mobile App
Salesforce mobile app to Basics
view and edit data on your ● Common ways to use the ● Mobile Strategy
mobile device? Salesforce mobile app: Development
● View, modify, and create
contacts, accounts, Best Practice
opportunities, and tasks. Getting Started with the
● Collaborate with Chatter. Salesforce Mobile App
● View reports and dashboards.
● Access key information with
the Today App.
(Optional) Customize the ● Navigation bar and menu Trailhead
Salesforce Mobile App ● Global and object-specific quick Salesforce Mobile App
What customizations can actions Customization
improve your Salesforce ● Page layouts
mobile app experience?
● Branding
● Page layouts
Set Up Accounts


Account Standard ● Use the table below to define the Help Articles
Fields adjustments you’ll need to make to ● Accounts
What adjustments to standard fields. ● Add or Edit Picklist
standard fields would ● Hide unnecessary fields and related Values
align Salesforce to my lists.
business process? ● Set required fields.
● Customize standard field picklist
values.
customers, learn about your options.

Task Standard Fields

Standard
Default Want
Value Field?
(* = required)
Account
Text (80)
Name*
Account
Text (40)
Number
Account Lookup
Owner (User)
Account Site Text (80)
Account
Picklist
Source
Annual Currency
Revenue (18,0)
Billing
Address
Address
Lookup
Created By*
(User)
Long Text
Description
Area (32000)
Employees Number (8,0)
Fax Fax

● Agriculture
● Apparel
● Banking
● Biotechnology
● Chemicals
● Communications
● Construction
● Consulting
● Education
● Electronics
● Energy
● Engineering
● Entertainment
● Environmental
● Finance
Industry Picklist ● Food & Beverage
● Government
● Healthcare
● Hospitality
● Insurance
● Machinery
● Manufacturing
● Media
● Not for Profit
● Recreation
● Retail
● Shipping
● Technology
● Telecommunications
● Utilities
● Other

By* (User)
● Public
● Private
Ownership Picklist ● Subsidiary
● Other
Parent Lookup
Account (Account)
Phone Phone
● Hot
Rating Picklist ● Warm
● Cold
Shipping
Address
Address
SIC Code Text (20)
SIC
Text (80)
Description

Ticker Symbol Content (20)

● Analyst
● Press
● Competitor
● Prospect
● Customer
Type Picklist ● Reseller
● Integrator
● Investor
● Partner
● Other
Website URL (255)

2. Add custom fields (if needed).
Account Information ● Use the table below to define the Help Article
What additional account custom fields you’ll need to drive Custom Fields
track for reporting purposes? commonly used fields are
provided.)
your options.

Data Type

3. Create an account hierarchy (if needed).
Account Hierarchy ● Create an account hierarchy Help Article
Do you track multiple by associating an existing Account Settings
locations, franchises, and and/or new account to a parent
subsidiaries on an account? account.
If so: ● If loading accounts, include a
column with the parent
account ID and map that to the
Parent Account field in
Salesforce.
Account Views Create custom list views to display Help Article
Are there particular fields records that meet your own criteria ● List Views
that drive the action you for quick and easy access. ● Create a List View
want to perform (such as
Customer Accounts or
Competitor Accounts)?

Set Up Contacts

Contact Standard Fields ● Use the table below to define Help Articles
What adjustments to the adjustments you need to ● Contacts Overview
standard fields would align make to standard fields. ● Add or Edit Picklist
Salesforce to my business ● Hide unnecessary fields and Values
process? related lists.
● Set required fields.
your options.
Standard
Default Want
Value Field?
(* = required)
Lookup
Account Name
(Account)
Assistant Text (40)
Asst. Phone Phone
Birthdate Date
Lookup
Contact Owner
(User)
Lookup
Created By*
(User)
Department Text (80)
Long Text
Description Area
(32000)
Do Not Call Checkbox
Email Email
Email Opt Out Checkbox
Fax Fax
Fax Opt Out Checkbox
Home Phone Phone


By* (User)
Last Stay-In-
Touch Request Date/Time
Date
Last Stay-In-
Touch Save Date/Time
Date*
● Advertisement
● Employee
Referral
● External
Referral
● Partner
● Public
Relations
Lead Source Picklist ● Seminar
Internal
● Seminar
Partner
● Trade Show
● Web
● Word of Mouth
● Other
Mailing
Address
Address
Mobile Phone
Name* Name
● Mr.
● Ms.
● Mrs.
Salutation Picklist ● Dr.
● Prof.
First Name Text (40)

Last Name Text (80)
Other Address Address
Other Phone Phone
Phone Phone
Reports To Lookup

(Contact)
Title Text (80)


2. Add custom fields (if needed).
Contact Information ● Use the table below to define the Help Article
What additional account custom fields you need to drive Custom Fields
track for reporting commonly used fields are
purposes? provided.)
● Adjust field locations on the page
layout.
options.
Data Type
● CEO
● VP
Level/Role Picklist ● Director
● Assistant
● Other
● Active (default)
Active Picklist
● Not Active

Align Salesforce to Your Business

Brand the Home Page ● Add your logo. Help Article
(Salesforce Classic only) ● Set up custom links. Design Home Page
Do you want to further align ● Add a message section. Layouts
Salesforce to your business
● Display your favorite
and improve the user
dashboard.
experience?
Clear the Clutter Remove any tabs that won’t be Help Article
Are you displaying more used. Editing App Properties
tabs than what you’ll
actually use?
Improve Usability With Page ● Create new sections with Help Article
Layouts meaningful section headers. Customize Page Layouts
Now that you’ve added your ● Customize related lists (such with the Enhanced Page
custom fields, can you as fields shown or order). Layout Editor
further organize the page to ● Need help? Premier Success
align the field order to your Plan customers, learn about
process? your options.
Improve Usability With ● Add more fields to make it Help Articles
Search Modification easier to use lookup fields. ● Specify Lookup Search
Are there more fields that ● Make sure that relevant
can help users find the data fields are returned in search. Filter Fields
they need? (Salesforce
Classic only)
● Customize Search
Layouts

STEP 3: Enable the User Experience With Data

Attend the Enable webinar to improve your users’ confidence in Salesforce. Learn how to
achieve business results by migrating and maintaining data using the following steps:
IDENTIFY YOUR DATA AND PREPARE YOUR DATA FOR IMPORT

IMPORT YOUR DATA
MANAGE YOUR DATA

Identify Data and Prepare Your Data for Import

Data Analysis Determine the data for import and its Best Practice
What data is appropriate source. (Consider objects that are Import Your Sales Data
to migrate to Salesforce? relevant and clean as well as the length
What are the sources of of time you want to cover.)
my data?
Data Preparation ● To create your data import template, Best Practice
How clean is my data? export field name columns from Import Your Sales Data
Are there duplicate Salesforce. (There’s no need to
names, companies, change column headers if you’re
using ACT, Outlook, GoldMine, or Help Articles
and so on that I need
to merge? Palm Desktop.) ● Preparing Your
● Include the record owner ID. Data for Import
● Create Export Files
● Populate required fields.
for Import Wizards
● Use valid picklist values (such as ● How do I use an
Not Started, In Review, and External ID to
Complete). import related
● Examine data and correct errors: records?
● Delete duplicates.
● Correct spelling.
● Enforce standards.
● Fill in incomplete fields.
(Optional)
● Include an import batch.
● Add Created By and Created Date
fields. (To do this, you’ll need to
open a case with Salesforce.)
● Include legacy system data ID.
Salesforce Preparation ● Identify required fields. Help Article
Does Salesforce align to ● Create custom fields. Add or Edit Picklist
my data to allow for data ● Add picklist values. Values
migration?
● Add a field or legacy system data
ID.
● Open “audit fields” such as Created
Date to import true values.
● Create a batch field to identify each
import.
Import Data


Data Import Wizard ● Choose data to import. Best Practice
What is the best approach to ● Edit field mapping. Import Your Sales Data
load my data? ● Test on subsets of records
before a full import. Help Article
● Review and start import. Choosing a Method for
● Need help? Premier Success Importing Data
your options.
Manage Your Data

Educate on Data Quality ● Use naming conventions.
What standards should I ● Use address conventions.
have in place to maintain my ● Prevent duplicates.
data?
Set Up Data Quality in ● Establish required fields. Help Articles
Salesforce ● Create default values. ● Define Validation
How can I set up Salesforce ● Use data validation rules. Rules
to help with data ● Examples of
compliance? Validation Rules
Data Archive Strategy ● Determine an archive strategy
How should I store the data for data you do not migrate.
that I’m not migrating to ● Determine an ongoing archive
Salesforce? What data strategy for data.
should I archive and how
often?
Create Data Quality ● Install Data Quality Analysis Best Practice

Dashboards Dashboards from the Deliver Accurate
How can I monitor data AppExchange. Reporting
quality and take action? ● Modify reports and dashboards
to align to your business.
Help Article
● Share the reports and
Modify a Dashboard
dashboards with appropriate
Component
users.

● Need help? Premier Success AppExchange App

Plan customers, learn about Data Quality Analysis
your options. Dashboards
Back Up Data Options include: Best Practice
How will I back up my ● Weekly Data Export Service Manage Data
Salesforce data to protect ● Included with Enterprise Effectively
from internal mistakes? Edition and above.
● Available for a fee for
Professional Edition
customers.
● Explore the AppExchange for
options available for data
backup.

STEP 4: Deploy and Empower Your Users

Attend the Deploy webinar to learn how to engage with your users and take action to achieve
your goals through the following steps:
PLAN YOUR TRAINING

1. Identify your audience
2. Determine relevant scenarios
3. Define your training paths
DRIVE USER ADOPTION
TRACK AND MEASURE SUCCESS
TRACK ACHIEVEMENT OF BUSINESS OUTCOMES
CONTINUE THE MOMENTUM

Plan Your Training
1. Identify your audience

Determine the audience groups that need to be trained and what scenarios are covered by
Salesforce. Then map the processes that are relevant to each audience.
(Sample) Audience Identification

Training Area Sales Reps (10) Sales Managers (2) Executive (1)
Salesforce Basics X X X
Lead Process X X
Sales Process X X
Activity Tracking X
Account and Contact
X
Management
Reports and
X X X
Dashboards
Audience Identification
Training Area Audience 1 (#) Audience 2 (#) Audience 3 (#)

2. Determine relevant scenarios

Think about the typical Salesforce processes that your users will go through on a daily basis.
Plan your training around these processes and document both the scenario and the Salesforce
functions that you’ll cover.
(Sample) Sales Rep Training Scenario

Scenario Functionality
1. Run weekly sales meetings with the ● Reports & Dashboards: View and drill
pipeline report. down on opportunity, activity, and lead
reports.
2. Review teams’ completed and
scheduled activities. ● Sales Process: Sales stages, update
opportunities, contact roles, and products.
3. Meet with sales rep to review pipeline,
activity, and lead conversions. ● Lead Process: Lead status and
conversion.
4. Review the status of the top 10
opportunities for the current month. ● Activity Tracking: Create and
update activities.
5. View selected key opportunities to
understand the pending steps for close. ● Chatter: Post on opportunity and
account records.
6. Use mobile device to check on monthly
sales targets and collaborates with sales ● The Salesforce Mobile App: Today,
reps on opportunities. Dashboards, Post, Opportunities,
Collaboration.

(Sample) Sales Rep Training Scenario

1. Contact leads to determine if they are ● Reports & Dashboards: View and drill
ideal prospects and converts. down on opportunities.
2. Review account, opportunity, and activity ● Lead Process: Convert leads and update
details before speaking with customer.
3. After customer meetings: Update lead statuses.
opportunity sales stages and create an ● Sales Process: Sales stages, update
activity for follow-up. Opportunities, contact roles and products.
4. View the Opportunity Management ● Activity Tracking: Create and
dashboard to prepare for meeting with update activities.
manager. ● Chatter: Post on opportunity and
5. Use mobile device to view open tasks for account records.
the day. ● The Salesforce Mobile App: Today,
Dashboards, Post, Opportunities.
Collaboration.
Sales Rep Training Scenario

1. ●
Note: We recommend that Premier customers leverage Premier Success Customizable End
User Training.
3. Define your training paths

Training paths are the sequence of training and type of training that you want for your users.
This can vary by type of audience (such as a sales rep or an executive).

(Sample) Training Plan

Prerequisite Training Scenario Training Post-Go-Live
Basic Salesforce Training Scenario-Based Training (In Refresher and Advanced
(Self-Paced) Person) Topics (web-based)
● Salesforce User Basics ● Sales rep scenarios ● Top tips based on
● Analyze Data Using (above) questions
Reports & Dashboards ● Sales manager scenarios ● How to use reports and
● Chatter Basics (above) dashboards
● Custom list views
Training Plan
Prerequisite Training Scenario Training Post-Go-Live
● ● ●
Drive user adoption

Motivate ● Leverage executive
How will you encourage leadership.
users to leverage ● Emphasize the value.
Salesforce? ● Motivate by recognition.
● Develop incentives.
Support ● Utilize super users. Help Article
How will you support users ● Document your support Defining Validation Rules
if they have questions about process and share.
Salesforce? ● Address problems quickly
and publicly.
● Offer refresher training.
Engage ● Develop a communication Best Practice
How will you connect with plan. Getting Started with
your users and understand ● Create feedback loops. Chatter
their feedback about ● Reach out to “resistors.”
Salesforce?
● Utilize Chatter. Help Article
● “Walk the floor.” Create Chatter Group
Track and Measure Success


Measure Salesforce ● Modify reports and dashboards Help Articles
usage based on your requirements. ● Adoption Dashboard
How will you know if ● Set up new reports and AppExchange
users are leveraging dashboards and/or install free ● Modify a Dashboard
Salesforce? What Salesforce Adoption Dashboards.
actions will you take ● Need help? Premier Success
Best Practice
based on your Plan customers, learn about your
observations? options. Deliver Accurate Reporting
Measure Data Quality ● Modify reports and dashboards Help Articles

How will you keep your based on your requirements. ● Data Quality Analysis
data up to date and ● Set up new reports and Dashboards
validate that users are dashboards and/or install ● Modify a Dashboard
using Salesforce free Data Quality Analysis ● Data Management Best
appropriately? Dashboards. Practice Guide
options.
Assess User ● Use Chatter polls. Help Articles
Satisfaction ● Distribute surveys and explore ● Polls
How will you determine the survey tools on ● AppExchange: Survey
if pain points are being AppExchange. tools
addressed and if
Salesforce is helping
users reach their goals?

Track Achievement of Business Outcomes
Key
Action Resources
Considerations
Success Metrics ● Review the metrics defined in Step 1: Help Article
Are all the metrics Prepare for Success (Usage and Modify a Dashboard
defined in Step 1: Data Quality, User Satisfaction, Component
Prepare for Success Business Performance).
reflected in the ● Add or modify reports and
Best Practices
reports and dashboards to access relevant
dashboards? metrics to manage your business Deliver Accurate Reporting
and take action.
● Install adoption dashboards to track See sample CRM
Salesforce usage. dashboards.
options.
Continue the Momentum
Build on your Getting Started success. Visit the Success Center to access best practices to help
you tap into the full power of Salesforce and deliver on your key business priorities.

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Getting Started Workbook

Getting Started Workbook

ABOUT THE WORKBOOK 2

Tip: Click any page number to go directly to that page.

January 2021 Page 1 of 58

ABOUT THE WORKBOOK

January 2021 Page 2 of 58

STEP 1: Prepare for Success

DETERMINE YOUR KEY PLAYERS

January 2021 Page 3 of 58

Determine Your Key Players

January 2021 Page 4 of 58

Consider the Type of Implementation Support You Need

Determine if you’re going to use a partner or

Gather Feedback and Determine Your Validation Approach

A successful implementation includes ways to gather feedback and end-user validation to

(Sample) My Validation Plan

January 2021 Page 5 of 58

Get the Word Out

Create Your Communication Plan

(Sample) My Communication Plan

January 2021 Page 6 of 58

Identify and Prioritize Your Business Objectives

1. Define your goals

January 2021 Page 7 of 58

1. Define your goals

2. Identify your pain points

(Sample) My Pain Points

January 2021 Page 8 of 58

January 2021 Page 9 of 58

3. Capture and prioritize your goals, and define measurements

(Sample) My Business Goals and Priorities

My Business Goals & Priorities

What do your managers hope to get out of Salesforce?

January 2021 Page 10 of 58

What are the goals for your Salesforce end users?

Define Your Success Metrics

January 2021 Page 11 of 58

1. Usage and data quality

Average number of opportunities associated to

Number of open opportunities with close dates

My Usage and Data Quality Measures

January 2021 Page 12 of 58

My User Satisfaction Measures

My Business Performance Measures

January 2021 Page 13 of 58

Help & Training Resources:

January 2021 Page 14 of 58

STEP 2: Create the User Experience

DEFINE YOUR SALES PROCESS

January 2021 Page 15 of 58

Define Your Sales Process

(Sample) My Sales Stages

January 2021 Page 16 of 58

Key Considerations Action References

Key Considerations Action References

Salesforce Standard Fields