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Salesforce.com

12/30/2011

© Level 3 Communications, LLC. All Rights Reserved. Level 3, Level 3 Communications and the Level 3 Communications Logo are either registered service marks or service marks of Level 3 Communications, LLC and/or one of its Affiliates in the United States and/or other countries. Level 3 services are provided by wholly owned subsidiaries of Level 3 Communications, Inc. Any other service names, product names, company names or logos included herein are the trademarks or service marks of their respective owners.

2 Level 3 Communications, LLC. All Rights Reserved. 2

Logistics

Everyone will receive a training Username/Password to Salesforce.com The Username/Password can only be used during the training session The Username is not case sensitive, however, the Password is case sensitive

Please enter this Username/Password at: test.salesforce.com This is a training version of Salesforce.com This training version mirrors the live version

Username Example: [email protected]

You will be assigned your own Username

Password Example: Password55

The “P” must be capitalized


Integration Information

Access to Salesforce.com will take place the week of January 9th. You will receive an email letting you know you now have access.

Access to your Accounts will be available as soon as you have access to Salesforce.com.

The following will not be loaded into Salesforce.com and must be entered individually: Contacts Opportunities Leads

NOTE: Opportunities must be entered no later that January 16th to reflect accurate Funnel Forecast


Agenda Introduction to Salesforce.com

Changing Personal Setting

Assigning Account Team Members

Managing Leads

Managing Contacts

Managing Activities

Managing Accounts

Outlook Sync

Account Flow

Managing Opportunities

Reports and Dashboards

Chatter

CAD

Sales Source

Sales Success Center

1. Intro to Salesforce.com2. Changing Personal Settings3. Account Team Assignment4. Managing Leads5. Managing Contacts6. Managing Activities7. Managing Accounts8. Outlook Sync9. Account Flow10. Managing Opportunities

11. Reports and Dashboards12. Chatter13. CAD

14. Sales Source15. Sales Success Center


Introduction to Salesforce.com

Sales Source > Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce



Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce



Sales Source > Salesforce.com User Center > User Help: Quick Reference Guides > Introduction to Salesforce

This Quick Reference Guide will cover: Navigating Salesforce Leads Tab Account Tab Contacts Tab Account Plan Tab Opportunities Tab Level 3 Application Tabs Reports Tab Dashboards Tab Left Sidebar Navigation


Changing Personal Settings

Salesforce.com User Center > User Help: Quick Reference Guides > Changing Your Personal Settings




This Quick Reference Guide will cover: Updating Personal Information Email Desktop Integration




Click “Edit” to make changes to settings.



Salesforce.com User Center > User Help: Quick Reference Guides > Assigning Account Team Members to All Accounts



Salesforce.com User Center > User Help: Quick Reference Guides > Assigning Account Team Members to All Accounts

This Quick Reference Guide will cover: How to add Account Team Members to All Accounts The levels of Access that can be granted to Account Team Members


Managing Leads

Salesforce.com User Center > User Help: Quick Reference Guides > Managing Leads


Managing Leads

Salesforce.com User Center > User Help: Quick Reference Guides > Managing Leads

This Quick Reference Guide will cover: Creating a New Lead Editing a Lead Transferring a Lead Sharing a Lead Converting a Lead to an Account Creating a Lead for an Account that Already Exists Accepting a Lead for an Account you Already Own


Managing Contacts

Salesforce.com User Center > User Help: Quick Reference Guides > Managing Contacts


Managing Contacts

Salesforce.com User Center > User Help: Quick Reference Guides > Managing Contacts

This Quick Reference Guide will cover: Manage Contacts View Existing Contacts Create a New Contact Delete a Contact Delete a Primary Contact Assign a New Primary Contact to an Account


Managing Activities

Salesforce.com User Center > User Help: Quick Reference Guides > Managing Activities


Managing Activities


This Quick Reference Guide will cover: Create a New Task Create a New Event


Managing Activities


Activity History shows all completed activities and allows the user to Log A Call and Send An Email


Managing Accounts

Salesforce.com User Center > User Help: Quick Reference Guides > Managing Accounts


Managing Accounts

Salesforce.com User Center > User Help: Quick Reference Guides > Managing Accounts

This Quick Reference Guide will cover: Accounts Account Detail Create an Account Plan Account Sites Notes and Attachments Account Approval Account Status and Class


Outlook Sync

Salesforce.com User Center > User Help: Quick Reference Guides > Downloading the Outlook Plug-in, Configuring the Outlook Plug-in and Using the Outlook Plug-in


Account Flow

Salesforce.com User Center > User Help: Quick Reference Guides > Account Flow in Salesforce.com


Account Flow

Salesforce.com User Center > User Help: Quick Reference Guides > Account Flow in Salesforce.com

This Quick Reference Guide will cover: Account Status Progression

Users will get an Account Number (BusOrg ID) when the Lead is converted into an Account Users will need to refresh their page about 1 min after they convert their Lead

into and Account and the Account Number (BusOrg ID) will generate



Salesforce.com User Center > User Help: Quick Reference Guides > Managing Opportunities



Salesforce.com User Center > User Help: Quick Reference Guides > Managing Opportunities

This Quick Reference Guide will cover: Create a New Opportunity Edit Opportunity from Account Add an Opportunity Line Item Add a Member to an Opportunity (Overlay Support) Opportunities Tab

NOTE: As of January 13th, all Opportunities will ONLY be progressed through the proper stages in Salesforce.com. Orders will be started from the Prospect or Customer Record in IFO. No more Opportunities in IFO.


Managing Opportunities—Opportunity Stages

Salesforce.com > Opportunity > Sales Coach

Sales Coach will give you a Description of the Stage and Activities to Move the opportunity to the next stage.




Stage 1—Opportunity Verification Stage Description: The customer need for a Level 3 service and compelling

event are identified by the client Activities to Move this opportunity to the next stage:

• The customer need for a Level 3 service and compelling event are identified by the client

Stage 2—Opportunity Development Stage Description: The Level 3 value proposition is established and solution(s)

are defined Activities to Move this opportunity to the next stage:

• The Level 3 value proposition is established and solution(s) are defined




Stage 3—Proposal & Quote Stage Description: Sales begins to estimate and confirm through a formal

design, quote and proposal, and the terms and price of a proposed Level 3 solution

Activities to Move this opportunity to the next stage:• Sales begins to estimate and confirm through a formal design, quote and proposal, and

the terms and price of a proposed Level 3 solution

Stage 4—Negotiation & Quote Modification Stage Description: The customer verbally agrees to terms and price Activities to Move this opportunity to the next stage:

• Customer verbal agreement to terms and price




Stage 5—Closing the Business Stage Description: Final signature is attained and complementary documentation

provided. The order is promoted in Siebel or Pipeline. CCM’s finalize the order and it is automatically updated to Sales Stage 6 in Salesforce

Activities to Move this opportunity to the next stage:• Final signature is attained and complementary documentation provided. The order is

promoted in Siebel or Pipeline. CCM’s finalize the order and it is automatically updated to Sales Stage 6 in Salesforce

Stage 6—Closed Lost Stage Description: Sales identifies an opportunity as lost when the customer’s

vendor selection is not Level 3 Activities to Move this opportunity to the next stage:

• Sales identifies an opportunity as lost when the customer’s vendor selection is not Level 3




Stage 6—Closed Won Stage Description: The order is accepted by Order Entry and service activation Activities to Move this opportunity to the next stage:

• The order is accepted by Order Entry and service activation

• The customer verbally agrees to terms and price

Opportunity Detail Stage Close Date Probability (%) Commit to Forecast Next Step 1st Opportunity for this Account



Salesforce.com User Center > User Help: Quick Reference Guides > Customizing Your Dashboard



Salesforce.com User Center > User Help: Quick Reference Guides > Customizing Your Dashboard

This Quick Reference Guide will cover: Customizing Your Dashboard in SalesForce.com Dashboard Data


Chatter

Salesforce.com User Center > User Help: Quick Reference Guides > Using Chatter; Chatter Setup, Tips and Etiquette; Level 3 Guidelines for Using Chatter; Joining the Chatter Community


CAD

Once on the Level 3 VPN, type “CAD” into a browser window OR launch Sales Source > Systems & Tools > Customer Analytics Dashboard OR click on CAD Tab in Salesforce.com


Sales Source

Once on the Level 3 VPN, type “SalesSource” into a browser window OR click on the Sales Source link in Salesforce.com under Useful Links on the Home Tab


Sales Success Center

The Sales Success Center is available through a Support Request Support Requests can be opened from an Opportunity If a Support Request is opened from the Opportunity, the Support Request will

automatically be tied to the correct Account and Opportunity

When to engage the Sales Success Center: If an assigned account has legacy Level 3/Global Crossing services that require a

quote for a customer AND if the account manager does not have the ability to quote that legacy service because he/she does not have access or training in the correct quoting system

The Sales Success Center is not a quote desk and should only be engaged for the scenario above


Triage Team to determine best

routing for support &

manage queue

CSM for legacy GC Product Quote/Order

QuotePro for legacy LVLT Large VPN

Squad for legacy LVLT

Transactional Siebel/Pipeline

SFDC Support Request

Triage team to Self Support & balance load at

times (EOM)

Triage teamFormal fLevel3 &

fGlobal Crossing team

OEP/Inside Sales for

Complex Deal Support

Sales Success Center Flow


Sales Success Center – Support Request Highlights

Product – select one or multiple products by using the arrow keys to remove and add

Request Action – New quote or supplemental quote

Request Action Type – Show what stage within the process the support request is at


Sales Success Center – Support Request Highlights (cont’d)

Team Assignment – used to determine which triage team and resources get assigned to the support request

Status – SSC use only – shows the status of the support request at the stage the request is at (Request Action Type)


Don’t Limit Yourself.Get your fill of process & system support where you choose…

…recent communications, processes, training http://salessource/News/Pages/salesforce.com_user_center_11-18-10.aspx

…search for FAQs, training, process docshttp://guru/

find out how your peers use Sfdc and other toolsLogin to: Salesforce Chatter (tab)Search group feeds or post questions to groups:

•Salesforce General Process & Support•PG’s TNT•Other How To/Support groups:

•Pipeline Ninjas in Training, Enterprise Voice Quote Support, iComplete Q&A Forum, Siebel Heroes

get specifics for your scenario, system experiencewhen you need a specific opportunity, record, quote, etc http://3help/ SSalesforce *(Alt. Siebel, Pipeline, GTMi, etc.)

Stay Informed


Summary

Today we have demonstrated: Salesforce.com functionality Customer Analytics Dashboard (CAD)

functionality Sales Source functionality Sales Success Center

Please ensure you have all of your Accounts and Opportunities updated in Salesforce.com ASAP All Account, Opportunity, Funnel and Forecast

Reporting will be pulled directly out of Salesforce.com


Survey Reminder You all will have received a link to an 8 question survey today from Sales Enablement

Training. Please take a moment to complete that survey before you logout.

Thank you for your time and participation today!

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Technology

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