Hubs: Introduction
- Jie Weng
1. Introduction
The information below reviews how to access and navigate the Salesforce CRM Portal, including helpful definitions, and consolidates specific activities that can be performed in multiple areas.
2. Navigation and Core Concepts
2.1. Access to and Basic Navigation of the CRM Portal
Ensure that you have provided a Signed NDA to your Project Manager to gain access to the Salesforce CRM Portal.
Log into the Salesforce CRM using the following link: Salesforce CRM Portal Login
Use the Global Search tool to locate records of any type. When entering search terms and parameters, search results will begin appearing below the search field. Each result will identify the record type to reduce confusion.
Use the Top Navigation Menu to easily access and interact with specific record types.
2.2. Important Terms, Acronyms & Definitions
Term/Acronym | Definition |
|---|---|
Account | All Salesforce contact records have an account.
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API - Application Programming Interface | This refers to the automation of data transfers from one system to another |
Campaign | A group of accounts, contacts, or leads that:
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Contact | An individual person who has an established relationship with NYSERDA. |
Converting a Lead | When a Lead becomes qualified or meets a certain level of readiness for the program application process, the Lead gets converted into a Contact and has an associated Account, and Opportunity |
CRM - Customer Relationship Management | This term is often associated with systems or software that helps manage the complete customer relationship |
Customer | An individual or business who reaches out to a Hub for NYSERDA programs and offerings |
Event | A scheduled occurrence that has both a start and end date such as, but not limited to: workshops, conferences, or meetings |
Lead |
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Opportunity | An effort aligned with an Account or Contact that sets and nurtures the interest of NYSERDA Programs through a lifecycle with the end result of application submittal and project initiation |
PPSI - Personal and Protected Sensitive information | A term that refers to customer information that must be protected given its sensitive nature and includes any personal information that is not publicly available or can be used to locate or identify a specific individual |
Task | A single activity, or planned activity, that is scheduled such as, but not limited to: phone calls, emails, or reminders |
UAT - User Acceptance Testing |
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3. Universal Functions
3.1. Following Records
Many record types in the Salesforce CRM Portal can be Followed. When you follow a record, you see updates to the record in your feed. The Feed is displayed on the CRM portal home page next to the Support tab.
Leads, Contacts, Opportunities, Campaigns, Accounts, Projects, and Events are all record types that can be Followed (up to 500 records).
To Unfollow, select the same button you used to Follow.
3.2. Logging Activities through Log a Call Tab
Although the tab reads Log a Call other customer-related activities (emailed, sent a letter, met in person) can be logged.
Most record types in the Salesforce CRM Portal provide the ability to Log Activities. When an Activity is Logged within a specific record type, it is automatically related to that record type. For example, when Logging an Activity from a specific Lead Record, that logged activity will automatically be related to the Lead Record.
Logging an Activity provides a record of outreach or follow-up efforts and is an important part of the relationship management process.
Logging an Activity can be done from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.
When Logging an Activity, select the Log a Call tab. The subject field will be prepopulated with the word Call, delete the text, and type in the activity to be recorded.
This field is required and must be completed before the Logged Activity can be saved.x
Input any comments as needed. This is not a required field.
The Logged Activity can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate the Logged Activity to using the drop-down menu on the right side of this field.
Click Save when complete.
3.3. Creating Tasks
Most record types in the Salesforce CRM Portal provide the ability to Create Tasks. When a Task is Created within a specific record type, it is automatically related to that record type. For example, when Creating a Task from a specific Lead Record, that task will automatically be related to the Lead Record.
Tasks are an effective way of staying up-to-date with required activities that must or should be completed within a specific timeframe.
Tasks appear in both the Open Tasks panel on the Salesforce CRM Portal Home Page and on the Events & Tasks page. Only Tasks that have not been completed will appear in the Open Tasks panel.
Tasks can be created from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.
When using a hub queue, the entire team has visibility into the Task.
When Creating a Task add a subject. This field is required and must be completed before the Task can be saved.
Input a due date when the Task is expected to be completed.
The Task can be Assigned to either a Hub user or a Hub queue. By default, the Task will automatically be Assigned to the current user. To assign to an alternate user, click the X on the left of the current user name to remove the existing assignee, then use the field to search for an alternate Hub user. To assign to a Hub queue, use the drop-down on the right side of the field to switch the assigned type from Users to Queues, then use the field to search for a Hub queue.
The Task can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate to the Task by using the drop-down menu on the right side of this field.
Click Save when complete.
3.4. Creating Events
Most record types in the Salesforce CRM Portal provide the ability to Create New Events. When an Event is Created within a specific record type, it is automatically related to that record type. For example, when Creating New Events from a specific Lead Record, that event will automatically be related to the Lead Record.
New Events appear in both the calendar on the Salesforce CRM Portal and in the Events & Tasks page.
Events can be created from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.
Events will only be seen by the user who created the Event.
When Creating an Events add a subject. This field is required and must be completed before the Event can be saved.
Include a description if needed. This is not a required field.
Set the Event start and end details.
Include a location if needed. This is not a required field.
The Event can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate to the Event by using the drop-down menu on the right side of this field.
Click Save when complete.
3.5. Sending Emails
Most record types in the Salesforce CRM Portal provide the ability to Send Emails. When an Email is Sent within a specific record type, it is automatically related to that record type. For example, when Sending an Email from a specific Lead Record, that email will automatically be related to the Lead Record.
Emails can be sent from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.
Salesforce emails do not allow graphics to be inserted.
The From field will automatically pre-populate with the current user's email but this can be changed using the drop-down for this field and selecting an alternate option.
The To field will automatically pre-populate with either the current Lead or Contact, or the primary Contact on the Account, Opportunity, or Project record.
The BCC field will automatically pre-populate with the current user. Use the X to remove if needed and add any other BCCs as needed.
Use the Subject field as needed. Note that when using Email Templates, the Subject field will populate based on the specific template used.
Input the body of the email in the large word formatting field. Note that when using Email Templates, the email body will populate based on the specific template used.
Use the Paperclip icon to include an email attachment.
Use the Template icon (the paper icon with the plus sign in the lower right-hand corner) to select from available email templates.
The Email can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate the Email to using the drop-down menu on the right side of this field.
Click Send when complete.
3.6. Introductory Training Video
