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14 WAYS TO GET MORE OUT OF YOUR ACCOUNTsalesforce
For over 20 years, salesforce has been the go-to tool for businesses large and small that want to get the most out of their customer relationships.
In fact, of the hundreds of ForceIQ
customers, fewer than 15% use
more than the basic implementation
and miss out on its rich feature set.
Are you using the platform to your
full advantage? Let’s find out. Here
are 14 ways you are probably
underutilizing Salesforce.
As the industry-leading customer
relationship management tool (CRM),
Salesforce offers a wealth of
business-boosting tools and
functionality. But that’s probably not
news to you.
You may be surprised to find out that
most clients barely scratch the
surface of what Salesforce can
really do.
CUSTOMIZATION
#6VALIDATION
#11EMAIL
#12SALES
#13
FINANCES
#14
LEARNING AND DEVELOPMENT
SPECIAL OFFER
#7DATA IMPORT & EXPORT
#8
INTERNAL COMMUNICATION
#9CUSTOMER COMMUNICATION
#10
SECURITY
#2AUTOMATION WORKFLOW RULES
VISUAL FLOWS
LIGHTING PROCESS BUILDERS
#3CONNECTIVITY
#4SYNCHRONIZATION
#5USER MANAGEMENT
SALES CLOUD
APPEXCHANGE
LIGHTNING SYNC PERMISSION SET GROUPS
VIEW AND MANAGE USERS
FORMULAS AND VALIDATIONS
ROLL-UP SUMMARY FIELDSDATA LOADER
DATA IMPORT WIZARD
OPENSPAN SIGN
CUSTOMER EXPERIENCE INTEGRATION SOLUTION
TARGET YOUR PROSPECTS SALESFORCE ENGAGE
SALESFORCE INBOXCUSTOMIZE DYNAMIC EMAILS
AUTOMATE EMAILS
12 15 1707
23 26 28 31
04
20
33 35 38 40
#1
01 Many Salesforce users overlook the platform’s
customization features, but there are a wealth of options
that can empower you to scale your sales processes,
source efficiencies, and respond rapidly to ever-changing
customer demands.
With Salesforce, it's possible to customize almost every
element of the experience, including the data
visualizations you use and record types as well as
information fields.
Customization
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01. Customization 05
Account
Contact
Lead
Opportunity
One of our favorites to deploy for our customers is
the ability to create custom objects.
Common business objects include Account,
Contact, Lead, and Opportunity.
With Salesforce’s object customization feature, it’s
possible to develop customized objects that meet
your company’s specific needs with ease simply by
selecting ‘New Custom Object’ from the dropdown
menu and following the prompts.
01. Customization
For example, if you’re a growing online retailer, then with
Salesforce you can create a custom deal-support request
app to help them get the help they need to engage customers
and close deals.
To win on today’s commercial battlefield, you must meet the
specific needs of your consumers head-on. Taking advantage
of the ability to customize your tools is a big part of this.
Scheduled Actions
Custom Process
Immediate Actions
Branded UI
Automating Workflows
End Users’ Input
06
02Administrative tasks are time-consuming, but it doesn’t
have to be this way.
Many new Salesforce users conduct a host of repetitive
tasks within the platform manually, but with AI-powered
innovations on offer, it’s possible to automate thousands
of activities and processes, such as pricing approvals,
travel reports, and record updates with simple drag-and-
drop functionality.
Automation
07
WORKFLOW RULES
VISUAL FLOWS
LIGHTING PROCESS BUILDERS
02. Automation
On average, 64% of sales representatives’ time is spent not selling.
08
64%
02. Automation 09
Workflow RulesThis feature allows you to set workflow rules within the
platform, instructing Salesforce to automate desired
business tasks to your specifications.
02. Automation 10
Visual FlowsAlso referred to as Flow Builder, the visual flow feature
allows you to map out very specific processes to help
streamline and automate them where necessary.
02. Automation 11
Lighting Process BuilderAn additional layer of smart automation, Lightning
Process Builder is invaluable as it offers an accessible
means of automating everyday business tasks like record
updates and email management, setting the times and
frequency you would like the platform to perform them.
By using Salesforce’s cutting-edge automation
capabilities to your advantage, you will streamline key
processes within your business and boost productivity
exponentially.
03 Most sales reps and marketing executives have to work
with multiple tools and applications to perform efficiently.
However, working with different tools and sifting through
fragmented sets of data can prove inefficient (and time-
consuming).
To help you and your team maximize their performance
while streamlining their time, you should utilize
Salesforce’s integration technology.
Connectivity
12
SALES CLOUD
APPEXCHANGE
03. Connectivity 13
Sales CloudWith Sales Cloud, you can connect all of your tools, data,
and apps and display it (with customization) in one
centralized dashboard. In doing so, you will be able to
conduct tasks and extract insights without the need to
switch between platforms.
03. Connectivity 14
AppExchangeSalesforce’s application program interfaces (APIs) are
powerful and secure. It’s easy to connect to your
business apps with existing integration methods, and
the platform’s AppExchange service offers a range of
apps ready to use right out of the box.
AppExchange is a powerful feature as it will help you
squeeze additional value from Salesforce.
By tapping into AppExchange, you will be able to
support your customers more effectively while gaining
the ability to solve issues with confidence and get
additional insights across all touchpoints, including
email, telephone, social media, and mobile.
POWERFUL AND SECURE
EASY TO CONNECT TO YOUR BUSINESS APPS
READY TO USE RIGHT OUT OF THE BOX.
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04SynchronizationLIGHTNING SYNC
In addition to its impressive integration, automation, and
customization features, Salesforce is also an excellent
day-to-day organizational tool, providing you leverage the
right features.
For gaining seamless access to meetings, tasks, and
events notifications, Salesforce’s Lightning Sync function
is a powerful tool that will ultimately help you foster
organizational transparency while improving productivity.
04. Synchronization 16
Lightning SyncSalesforce’s Lightning Sync function (formerly known as
‘Exchange Sync’) is a background tool that, when
activated, works in unison with Salesforce for Outlook.
By synchronizing your Outlook Exchange or Gmail
contacts with your primary Salesforce account, you will
be able to integrate your most relevant logistical
information with your dashboard, streamlining your
meetings and events initiatives in the process.
It’s possible to set this feature up using simple Dropbox
functionality. While this may not be Salesforces’ most
powerful feature, it’s certainly valuable and worth using
to your advantage, so don’t miss out.
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05 If you’re an administrator, one of your most important
duties will be user management. If people within your
business don’t have the right access or system
permissions, they will never be able to take full advantage
of Salesforce and its many business-boosting benefits.
It’s likely that you currently manage user access and
permissions on Salesforce, but by working with the right
features you will be able to do so more efficiently and
more effectively. Naturally, this will save you time and
money in the long run.
User ManagementPERMISSION SET
VIEW AND MANAGE USERS
05. User Management 18
Permission Set GroupsIf you have several people that require a specific set of
permissions, you can apply updates and changes to
groups of employees with Salesforce's Permission Set
Groups functionality.
With Permission Set Groups, it’s possible to grant access
to particular tools or functions depending on the role or
level of responsibility by following this simple visual guide
from Salesforce.
Sales Cloud Einstein Permission Set
PERMISSION SET BASED ON THE STANDARD USER PROFILE
SURVEY CREATOR
05. User Management 19
View and Manage Users If you’re looking to grant specific access or permissions
to individuals, then with Salesforce you can view, manage,
and edit different user functions with ease with the
platform’s navigable setup and configuration options.
PLATFORM’S NAVIGABLE SETUP
CONFIGURATION OPTIONS
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06 As you will no doubt know, in the digital age data is
everything.
While using data-driven insights will help improve your
business in a number of key areas, if you connect with
bad or invalid data, all you will end up doing is wasting
valuable time and resources.
To ensure that the data that enters Salesforce is relevant
and useful, you can use the platform’s validation settings
to screen insights and metrics as they enter the system.
ValidationFORMULAS AND VALIDATIONS
ROLL-UP SUMMARY FIELDS
06. Validation 21
Formulas and ValidationsWith Salesforce’s formulas and validation module, it’s
possible to create tailored formulas and validation rules
based on particular fields or data types. Doing so will tell
Salesforce which data is and isn’t relevant, which, in turn,
will navigate you towards the right insights in a swift and
efficient way.
06. Validation 22
Roll-Up Summary FieldsAnother useful validation-based function is Roll-Up
Summary. Like Salesforce’s regular formula and
validation functions, Roll-Up Summary allows you to
create rules based on specific sets of information, but the
difference here is that you can apply validations to master
records that cover larger datasets. By doing this, you can
create validation formulas to groups of information
rather than applying rules to individual objects.
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DATA LOADER
DATA IMPORT WIZARD
07Data Import And Export
We’ve established that solid data management is integral
to ongoing business success. In addition to validation, it’s
also possible to streamline your data import and export
activities.
There are a wealth of data import and export tools in
Salesforce, each one designed to suit different needs and
preferences. To get the very most from the platform’s
data management offerings, you should explore the
official Salesforce import and export Trailhead guide.
07. Data Import And Export 24
Data LoaderThe Data Loader tool is incredibly useful as it allows you
to import or export big bulks of data in a few steps while
editing existing records with ease.
It’s possible to use the Data Loader tool by typing ‘data
loader’ into the Quick Find Box and following the on-
screen instructions.
07. Data Import And Export 25
Data Import WizardThe Data Import Wizard is an excellent efficiency tool for
system administrators as it is equipped with functionality
for quickly checking the quality of data before entering it
into the system. Also, the Data Import Wizard allows you
to create commands and shortcuts that make importing
data less manual and more efficient.
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Niche or sector aside, a business with a collaborative,
communicative culture will almost always perform better
than one run on silos and segregation.
That said, with Salesforce there are tools that you can
use to help improve transparency and collaboration
among users. And, without a doubt, Chatter will serve all
of your internal communication-based needs.
08Internal Communication
08. Internal Communication 27
While Chatter might not be a tool you use every
single day, it’s free and it will help you improve
internal communication, which will empower you
to boost productivity and accelerate innovation.
With Chatter, you can connect your employees by
empowering them to share files, data, and
information in real time with ease. Essentially, it’s
a powerful project management tool with a host of
interactive features, and you should use it to your
advantage.
Video
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09Customer Communication
As you know, Salesforce is a CRM, so it’s no secret that you use the platform to enhance your ongoing consumer-facing strategies and initiatives. When it comes to customer-centric tools and innovations, Salesforce is the master. There are countless tools and features to choose from, all geared towards accelerating your commercial growth by helping you to meet your consumers’ needs head-on. But here are two lesser-known Salesforce customer communications you might not know about that can be used to your advantage.
ONESPAN SIGN
CUSTOMER EXPERIENCE INTEGRATION SOLUTION
If your business requires customers to sign documents, OneSpan Sign will make the process far more efficient and user-friendly. OneSpan Sign’s flawless functionality not only makes it easy for your customers to sign and send documents, but you can also enter signatures into the system without relying on technical staff or IT support. You can find this tool on the AppExchange.
OneSpan Sign (Formerly eSignLive)
2909. Customer Communication
Experts believe that by the end of the year, customer experience (CX) will be the main brand differentiator across industries. A recent solution concocted by Salesforce HQ, this customer experience integration solution will help you improve your customer communication initiatives across every single touchpoint by combining the platform’s Marketing Cloud, Sales Cloud, and Einstein features. This tutorial will guide you through the process.
Customer Experience Integration Solution
3009. Customer Communication
MARKETING CLOUD
SALES CLOUD
EINSTEIN FEATURES
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10Security
In the age of information, security is paramount. In 2018 alone, cybercriminals generated a combined $1.5 trillion in profits. Naturally, this was to the detriment of the victims—unsuspecting businesses just like yours.
If you fail to protect your business and its data, you could leave yourself open to devastating cyber attacks. Fortunately, Salesforce boasts robust security features —all you have to do is unlock them.
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As somewhat of a security beast, covering its many protective functions would take all day. And, as in business, one size doesn’t fit all, so the most effective means of using Salesforce’s advanced security features to your advantage is by exploring its official Data Security Trailhead to discover which approach works best for you. The takeaway here? Use Salesforce’s in-built security features or you will regret it.
10. Security
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11Email
Despite new consumer touchpoints and platforms, email still remains one of the most powerful marketing mediums available to today’s brands and businesses. While Salesforce’s email features and functions are intuitive and efficient, by using Email Studio to its full capabilities, you will increase consumer engagement while boosting campaign conversions.
3411. Email
EMAIL STUDIO WILL EMPOWER YOU TO DO THE FOLLOWING:
With drag-and-drop segmentation tools, you can refine your targeted email lists and deliver meaningful,
convertible content to certain groups of email subscribers within seconds.
Circling back to automation for a moment. With Email Studio, you can schedule and automate emails for delivery at the times when specific
people within your audience are likely to engage the most.
Email Studio’s accessible features make customizing email images,
messaging, and arrangement quick and simple. With templates and suggestion
tools, you can create powerful messaging that delivers real results.
TARGET YOUR PROSPECTS AUTOMATE EMAILS CUSTOMIZE DYNAMIC EMAILS
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As the name suggests, Salesforce helps businesses improve their sales by enhancing their internal strategies and customer-facing activities. As such, it is a platform packed with impressive sales features. While every sales feature found within the platform is beneficial, here are two tools that you should be using to your advantage.
12SalesSALESFORCE ENGAGE
SALESFORCE INBOX
12. Sales 36
The incredible thing about Salesforce Engage is the fact that you can deliver sales-centric communications to your customers wherever you are in the world. Simply log in to the mobile application and you can send personalized messaging to prospects with one click while gaining access to invaluable consumer data that will help to improve your strategies.
Salesforce Engage
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Essentially, Salesforce Inbox is a set of applications that you can cherry pick to improve your daily sales activities. With Salesforce Inbox, sales representatives can access functionality that empowers them to close more deals with fewer apps, gain relationship intelligence that will help you spot more opportunities, schedule meetings with the swipe of a screen, and more. All priceless tools for the modern salesperson!
Salesforce Inbox
12. Sales
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13Finances
Financial health is integral to the ongoing success of any business, big or small. If your financial health is poor, you will stunt commercial growth and evolution, exponentially.
13. Finances
When it comes to financial fluidity, both internally and externally speaking, Salesforce’s Financial Services Cloud is second to none. If you’re not currently using it, you should start using it immediately. With the Financial Services Cloud, you can maximize your productivity levels to create improved internal efficiency while working with visual tools and data that will empower you to help your clients to reach their long-term financial goals with confidence while remaining compliant at all times.
https://youtu.be/-jcfMdX2A_I
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14Learning And Development
The digital landscape is in a constant state of change, which means that to enjoy sustainable success, your business must be adaptable. To remain relevant and adaptable, everyone within the organization must continue to hone their skills in line with the landscape around them. While this is often overlooked, it is of vital importance: to continue getting the most from Salesforce, you need to learn, learn, learn. And doing so takes initiative.
So, one of the most valuable features you can use is Salesforce’s extensive knowledge base. You will have noticed that we’ve made reference to Trailhead throughout this guide. As Salesforce’s official learning center, with Trailhead you and your employees will find the latest information, guides, and tutorials—the kind that will allow them to continue using the platform to its optimum capacity. And that is priceless.
4110. Learning And Development
Are You Fully Utilizing Your Salesforce Platform?
What features on your Salesforce platform are you not getting the most out of? Let us know your thoughts in the comment section below.
And, by unlocking these key
features, not only will you see
immediate results but you will
gain the tools to propel yourself
ahead of the pack tomorrow and
long into the future. It’s time to
make it happen.
We hope that these suggestions will
help you get the most from your
Salesforce account. As one of the
world’s most powerful CRMs,
Salesforce has the potential to
transform your business in ways
that you never thought possible.
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Vision
Insight
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Assess Your Organization's Digital IQINSIGHT : A real and present understanding of the customer, their journey, goals, motivations, and business context across key touch points.
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VISION : Alignment between digital experience strategy, business strategy, and customer needs, with an agreed upon “North Star” to align goals and to prioritize and map initiatives.
OPTIMIZATION : A data-driven approach to measuring, testing, improving, and humanizing the digital channel and customer experience.
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We create amazing experiences on top of Salesforce. We believe you unlock the power of Salesforce best when it’s tailored for your industry and your organization’s unique needs. Brands such as Verizon, Humana and PG&E trust ForceIQ to support their own Digital Transformation journeys.
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