Get the Most Out of Your Data

Please note: We will be starting a minute or two after the hour to allow for people still joining.

Post your questions in Getting Started before, during and after the webinar!

Your hosts – and some logistics

Getting Started Community – a collaboration group with real solutions for maximizing the value you get from Salesforce

Uwe Gundermann

Find the group:

http://www.salesforce.com/success-gettingstarted

Elna Miller

bit.ly/ElnaMiller

Who we are… …and how to stay in touch with us

Aiyaz Ahmed

bit.ly/AiyazAhmed

Martina Curran

http://bit.ly/MCurran

Presented by:

Your Getting Started Salesforce Community Team

Sam Achuff

bit.ly/SamAchuff

Forward-Looking Statement Statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

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Today’s success webinar – our objectives

Develop an effective long term data management strategy in four simple steps

• Identify your data needs

• Assess the current state of your data

• Build a data management strategy

• Drive users to adopt good data quality behavior

Setting the scene: What is good data?

Good Data Bad Data

• Better Insights

• More accurate decisions

• Developing Trust

• Missing or inconsistent information

• Negative impact on Business,

Admins, and Users

Setting the scene: what bad data looks like

…into problems for you and your clients Bad data turns a compelling offer Bad data turns a compelling offer

Setting the scene: what bad data looks like

How do you start?

Identify your data needs

Identifying your data needs

• What do you want to achieve?

• What data matters most?

• What business processes should support this?

• What are the current gaps and pain points?

Identifying the data that matters

Who are your key

teams? Where do they get

their data? How are they

measured? Where do they get

their data? How are they

measured?

Do a baseline check

Identify data sources and problems

Assess data landscape

Identify data problems

o Duplicates

o Inaccurate/Incomplete data

o Stale data

A tip we’ll show you: create data monitoring dashboards

Resource: Data Quality Analysis Dashboards

Build a data management strategy

Implement a data strategy

• Standardize

• Cleanse

• De-duplicate

• Validate

• Enrich

Don’t boil the ocean: start with some quick wins, and build a

longer term roadmap once you’ve demonstrated success

Resource: “Data Your Can Trust” Webinar recording | Resource: Setting up Duplicate Rules

Resource: Data Import Series “How to” videos

Drive accountability via requirements

Responsibilities Requirements

Executives • Actively support data quality strategy

• “If it’s not in Salesforce, it doesn’t exist”

• Corporate performance

• Growth projections

• Exit strategy

Admins

• Salesforce configuration

• Monitor data quality

• Perform data maintenance

• System performance

• Data manipulation

Integration • External system configuration

• Required field values

• Record identification

• Technical requirements

Managers • Team metrics

• Educate Users on data requirements

• Team performance

• Staff planning

Users • Their own records

• Provide data and configuration feedback

• Individual performance

• Efficiency

• Lead and Case form

review

• Formula fields

• Workflow rule field

updates (if available)

Automate data

collection

Use the platform to help inform and support data quality

• Lead and Case form

review

• Formula fields

• Workflow rule field

updates (if available)

Automate data

collection

• Required fields on

page layouts

• Picklist fields, not

text fields

• Validation rules

Control user data

entry

• Required fields on

page layouts

• Picklist fields, not

text fields

• Validation rules

Control user data

entry

• Reports and

Dashboards

Monitor existing data

Build motivation and set up for ongoing success

Understand the value for different parts of your organization…

Sales

• Sales Reps: avoid wasted

time fighting over accounts

• Sales Managers: trustworthy

info reflects state of the

business accurately

• Competitive info benefits

everybody!

Marketing

• Better targeting

• Avoid redundant or

duplicated marketing

outreaches

• More accurate campaign

ROI reporting

Support

• Avoid frustration--better

customer experience

• Quicker case resolution--

better agent experience

Marketing

• Better targeting

• Avoid redundant or

duplicated marketing

outreaches

• More accurate campaign

ROI reporting

Support

• Avoid frustration--better

customer experience

• Quicker case resolution--

better agent experience

Making your data work for everyone

Align the organization

Admin

Executives/

Managers

Users

Give users the data

they need

Review and Enhance

Continuous Process Improvement

The worst data quality problem is data loss – we recommend that all customers back up their Salesforce data

Options:

• For Enterprise and Unlimited Edition Customers: Weekly Data Export Service

• Available for a fee for Professional Edition Customers

• Explore the AppExchange: options are available for data backup

Resource: Exporting Backup Data Resource: Backup Apps

…and remember that data is of value only when you have it

Demonstration

• Data quality dashboards

• Formula and data quality fields

• Validation rules

• Duplicate Management

What can you do NOW?

• Today: download our data checklist

• This week: use the data quality analysis dashboard to create a baseline view of your data landscape, and identify and engage with your stakeholders

• This month: identify the top 3 data enhancements your organization needs, and build your strategy to deliver them

Background reading, viewing and doing

• Learn how to Backup your data

• Get an AppExchange app for backups

• Take the 5-step data cleanse: see how Clean data is happy data

• Using Salesforce with other systems? Learn about Master data management strategies

Next Steps

• Download the one page post-webinar checklist

• Download and install the Data quality analysis dashboard package

• Prepare your data for import, Importing data quick start guide

• Advice from an MVP: Data you can trust: simple data management strategies for success

• Register for or attend Make Decisions with Reports & Dashboards

Resources

Get success-driven

expertise for every

phase of your

Salesforce journey. Whether you’re just getting started or you’ve

been with Salesforce for years, we can help

you get the maximum return on your

investment.

Get the Basics

Improve Data Quality Resources

* Offered to Premier customers only – learn more about Success Plans

Go Further

Discuss with Experts

Prepare, import and

manage your data

Getting Started:

Enable the User

Experience

Video (30 min)

Optimize your

data management

strategy to deliver

more value

Get the Most

Out of Your Data

Webinar

Assess and improve

the quality of your

data

Earn the Data

Quality Badge

Identify and manage

duplicate records

Manage

Duplicate

Records in

Salesforce

Alert users and

prevent duplicates

before they happen

Prevent

Duplicate

Records

Accelerator*

Launch Data.com

using adoption best

practices

Getting Started

with Data.com

Series

Become a Data

Management

Rockstar

Enrich your Data

with Data.com

Discuss best

practices for

keeping data clean

Unlock the

Power of the

Salesforce

Platform

through

Integrations

Create a plan to

connect applications

with Salesforce

Enrich and update

data with Data.com

Clean

Release

Readiness &

Feature

Adoption

Community

Ask questions, get answers, and stay up to date

Legend

Video | Watch a brief video on key concepts or best practices.

Webinar | Register for a live event, hosted by Salesforce experts.

Trailhead | Follow a guided learning path to learn Salesforce.

Accelerator | Engage with Salesforce experts to solve a specific business challenge.

Use Case | Implement platform features using step-by-step instructions.

Community | Ask questions, get answers, and stay up to date.

H&T Resource | Review documentation about Salesforce features.

Circles of Success | Join an interactive discussion to share best practices.

Walkthrough | Get a guided tour to perform a task in Salesforce.

Salesforce University Class | Take an instructor-led training course.

Make Decisions With

Reports & Dashboards

Get The Most Out Of

Your Data

Optimize Your Business

Through Automation

Jump Start Your Mobile

Strategy with Salesforce1

Get The Most Out Of

Your Data

Webinars To Drive Business Results

Register

SUCCESS – GETTING STARTED

Questions & Answers

Thank You

SUCCESS – GETTING STARTED

Appendix 1: Demo Resources

Get the Most of Your Data – Demo Resources

IF( LEN( FirstName ) < 2, 0,20) +

IF( LEN( LastName) < 2, 0,20) +

IF( LEN( Phone) = 0, 0,12) +

IF( LEN( Email) = 0, 0,12) +

IF( LEN(MailingStreet) = 0, 0,12) +

IF( LEN(Title) = 0, 0,12) +

IF( ISPICKVAL(Salutation,""), 0,12)

Formula Field: Data Quality Score

Object: Contact

Source: Data Quality Dashboard Pack

Get the Most of Your Data – Demo Resources

IF( Data_Quality_Score__c =100,"All Contact Details Captured", "Missing: "

&IF( LEN( FirstName ) < 2, "Issue with FirstName, ","")

&IF( LEN( LastName ) < 2, "Issue with Last Name, ","")

&IF( LEN( Phone ) = 0, "Phone, ","")&""&IF(LEN( Email) = 0, "Email, ","")&""&IF( LEN(

MailingStreet ) = 0, "Complete Address, ","")&""&IF( LEN(Title) = 0, "Job Title, ","")&""&IF(

ISPICKVAL( Salutation,""), "Salutation",""))

Formula Field: Data Quality Description

Object: Contact

Source: Data Quality Dashboard Pack

Get the Most of Your Data – Demo Resources

Formula Field: Mass Email Filter

Object: Contact

Source: Demo

if(

(IF( LEN( FirstName) < 2, 1,0) +

IF( LEN( LastName) < 2, 1,0) +

IF( LEN( Email) = 0, 1,0)) = 0,

"Use in mass email", "Do not use in

mass email")

Get the Most of Your Data – Demo Resources

Validation Rule: Lost Code Required

Object: Opportunity

Source: Demo

ISPICKVAL(StageName, "Closed Lost") &&

(BLANKVALUE( TEXT(Loss_Codes__c ),"")="")