Getting Set-up with Salesforce -...
Transcript of Getting Set-up with Salesforce -...
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Getting Set-up with Salesforce Reference Guide
Use this document to setup your Salesforce account.
Contents
Complete Your User Preferences .................................................................................................................... 2
Outlook Contact Sync ...................................................................................................................................... 7
Manual Email Sync .......................................................................................................................................... 10
Sync Advisor Teaming Practice Contacts.................................................................................................... 11
Set Up Salesforce1 on Your Mobile Device ................................................................................................. 14
Personalize and Organize Data Using Tags ................................................................................................. 16
Overview and Personalize Tabs ..................................................................................................................... 20
Access Additional Training ............................................................................................................................. 25
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Complete Your User Preferences
Preferences
Pop-up
Notification
Upon your initial login, a pop-up notification will display prompting you to set your
User Preferences. This notification will continue to pop-up on your Home Page until
you set the Annual Goal, located in the My Goals section of My Practice.
Access User
Preferences
To access user preferences click My Profile within the user dropdown menu
located on the top right-hand corner of the screen under your name.
User
Preferences
There are three quick links available
from the User Preferences screen to
help you customize Salesforce for
your practice, profile and team.
My Practice - allows you to create
segmentation goals, revenue and
activity goals, and identify lead
sources
My Profile - allows you to add a photo and set alerts and notifications
My Team - allows you to manage who has access to your information
My Practice
Preferences
The My Practice page allows you to you to create segmentation goals, revenue
and, activity goals, and identify lead sources.
My Segmentation: Segmentation goals are based on reported, pending and
estimated revenue within an opportunity. Defaults have been filled in but can be
changed based upon the user’s preference.
When completing Segmentation Goals, it is best to start with the D Rating and
work your way up to A Rating.
When setting your segments, minimums are updated once maximums are entered
and saved.
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Segmentation for Households can be categorized by the following:
Average: Use the average revenue of all members within the household.
Maximum: (default) Use the revenue amount of the household member
with the highest amount.
My Goals: These revenue and activity goals are based on your own personal
business planning goals.
These goals may not
match the Agent
Scorecard (located
on FieldNet) based
on specific goals.
In order to disable the
Preferences pop-up
notification, you must
complete the Annual
Goal field.
Annual as well as
quarterly goals can be entered.
If you are unsure of this goal, use your contract minimums along with your MMLIS
GDC or conference goals, until you can update the field with the appropriate
goal.
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Lead Sources: These are your lead generating sources which provide you
prospects. It is important to
keep these current for
measurement and reporting
purposes. These can be added
at any point in time as leads
develop.
The default lead sources in the
Salesforce are:
Referrals
Home Office
Lead Sources can be
added, modified,
deleted and saved within its independent section.
Lead sources are typically events, or an establishment.
Examples of lead sources could include
a Law Office
a seminar
a bring a friend event i.e. wine tasting
My Profile
Preferences
The My Profile page allows you to add a photo and set alerts and notifications.
Profile Photo: Upload a profile picture or edit your current picture by clicking on
the existing photo. The photo must be a JPG, GIF, or PNG file up to 8MB in size.
Alerts: Determine how you will receive
alerts on your Home Page for the
specific events described. The
following are a list of dropdown
options for Alerts:
None: An Alert will NOT be
created
Chatter Post: An Alert will be
created
Chatter Post + Task: An Alert and Task will be created
Task: A Task will be created
Included Client Segments for Alerts: Once Segmentation goals are
established in the My Practice screen, you can choose the segments in
which to receive alerts.
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The following are viewing methods for alerts created:
Device Alerts Task
Mobile Bell in upper right-hand
corner
Tasks Menu
Desktop Home Page Home Page and Calendar
View
Chatter Email Notifications: Customize your email settings. You will receive
automatic emails when any action takes place on your Chatter feed. The
Personal section allows you to customize the types of notifications you can
receive. Check the applicable option(s) from the two categories:
Email me when someone:
category provides options to
receive instant email
notifications when specific
action takes place on your
Chatter feed.
Set frequency for personal digest
category provides you the
option of having an aggregate
email (digest) of chatter posts
sent to you on a daily or weekly
basis. The system automatically
defaults to the preferred option
of daily emails; however, you can elect to receive notification on a weekly basis.
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Group: The Set
default frequency for
groups I join
category allows you
to determine how
often you will receive
emails regarding any
new groups you join.
Remember: Adjusting these settings will increase or decrease the amount of email
notifications you receive. You can make changes to this section at any time in
order to receive the most efficient notification.
My Team
Preferences
The My Team page displays team members that have access to your data within
Salesforce.
Team members will be automatically added to this section based on the
delegation hierarchy that MassMutual has on file. For example, a sales manger
can view only his/her unit’s data, while a producer can view only his/her data.
Sales assistants can view data for any producer they support.
Team members can be added if necessary, by contacting your firm security
administrator or technology specialist.
Box Notes Ability to allow client notes to archive
to the client box folder. By checking
the box, any note added to the
contact record will automatically go
to the client folder in box. Client
notes will also be saved to the client
record with or without box setting set.
Private notes will not be saved to box reguardless of the contact record notes
setting.
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Outlook Contact Sync Use this document to learn how to use the Outlook Contact Sync feature within Salesforce.
How Does
Syncing Work?
Outlook Contact Sync allows you to upload or (sync) your client contact
information stored within Salesforce to your MassMutual Outlook. Once you have
followed the steps to turn it on client information - including for those clients not
currently in Outlook - will be available from Outlook. The Sync option will
automatically make updates to Outlook whenever you make a change in
Salesforce. Note: Contacts in Salesforce require at least 1 email in order to sync
Enable Settings The default setting for new users is set to off for Enable Calendar/Email Sync. You
can enable your Contact
Sync Settings in User
Preferences as follows:
In the top right hand
corner of the screen click
on the arrow dropdown
beside your name
Click My Profile
Under Quick Links click Customize how Alerts and Chatter can work for you >
My Profile
Scroll to the Outlook Sync Settings section below Alerts
To subscribe, click the checkmark beside Enable Contact Sync to enable (in
order for this option to work Enable Calendar/Email Sync must be selected as
well)
This syncs your contacts in the People & Businesses tab to your Outlook My
Contacts Folder.
NOTE: A “PREFERRED EMAIL” MUST BE LISTED FOR THE CONTACT TO SYNC TO OUTLOOK.
Bulk Contact
Sync Bulk Contact Sync runs off of the Client Segmentation that you have set up in
Salesforce. Once you have enabled Contact Sync a new field will appear. This
feature is similar to the Client Segments for Alerts selection. To include Client
Segments for Bulk Contact Sync follow these steps:
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Select the segment you
(A, B, C, D) want to
bulk sync from the
Available segment
section
Click the Add arrow to
move the segment
to the Chosen
section.
When finished with your selections click Save. Note: The sync status gets updated hourly, similar to client segment updates. Therefore,
there may be a delay up to an hour before you will see updates in Salesforce. The Bulk
Contact Sync feature works both ways. If you remove a segment from the “Chosen”
section, it will remove the relevant accounts in the next hourly batch.
Sync To Outlook
Preference In this example, note the two new fields above Email Preference. These fields will
only be visible if Contact Sync is enabled in Users Preferences. The Sync To Outlook
Preference field indicates whether this contact record has been synced to
Outlook based on the Client Segmentation. Note: Only clients with an Email
Preference set will actually sync to Outlook, since we match based on that.
Individual Sync
and Sync To
Outlook
Preference
Override
The Sync To Outlook Preference Override can be used to override your bulk
segmentation setting or use this option to sync individual contacts if there is no
bulk setting.
NOTE: IF AN OVERRIDE IS USED, IT WILL OVERRIDE ANY GLOBAL PREFERENCE FOR THAT SPECIFIC
CONTACT
The options are:
None
Always Sync
Never Sync
By default, contacts are blank/None meaning that they will not sync. By selecting
Never Sync, you signal to others that this operation should not be performed for
the particular contact.
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Agency and
Office Contacts
Sync
You may also elect to sync agency and office contacts in the same manner. To
do so, click on the People and Businesses tab, then select “All Salesforce
Agency/Office Users” from the dropdown menu. To the far right, find the Sync to
Outlook Preference column where you can select from the same options:
None Always Sync Never Sync
Edit Client
Segmentation To edit your Client
Segmentation do the
following:
Click on the arrow
dropdown beside
your name, in the
top right hand
corner of the
screen
Click My Profile
Choose My
Practice under
Quick Links
Edit My Segmentation
Click Save
Contact
Updates
Outlook Contact Sync is one-directional only. If you make a contact update in
Salesforce it will update in Outlook. If you update in Outlook, it will not update in
Salesforce.
Tasks and
Events Updates
Tasks/events will also sync and are bi-directional. If you make an update in either
Outlook or Salesforce, the other system will update.
Salesforce Fields
that will Sync
Information
Contact Name
Nickname
Title
Contact Information
Mobile Phone
Home Phone
Business Primary
Business Secondary
Other Phone
Preferred Email
Business Email
Personal Email
Address Information
Home Address
Mailing Address
Personal Information
Birthdate
Sex
Employer Information
Employer Address
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Manual Email Sync Use this document to integrate email from your MassMutual Email Account to your Salesforce account.
Step 1 Locate the new folder labeled Salesforce that has been added to your Outlook
Email folder list. Click to get to the “Create new Email” subfolder.
Step 2 From any folder (Inbox, Sent, etc.) within your MassMutual email, locate the email
that you want transferred into Salesforce.
Step 3 Simply drag and drop the email into the subfolder titled “Create New Email” within
the “Salesforce” folder.
If the email address of the
sender is in Salesforce,
emails sent or received will
transfer to the appropriate
people & business
account record within
Salesforce.
If the email address of the
sender is not in Salesforce,
the email will remain in
your Outlook Email box
within the Salesforce folder until that email address is added to a Salesforce
people & business account record. A Task will automatically be generated for
you if the record cannot sync due to a missing email.
Upon successful email synchronization, the original email will be moved from
the Salesforce folder to its original folder.
PLEASE NOTE:
The email transfer between systems may take up to fifteen minutes to
complete.
If multiple recipients are included in an email, copies of the email will be
transferred to each contact record that exists within Salesforce.
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Sync Advisor Teaming Practice Contacts Use this document to help you synchronize your (formal/informal) advisor teaming contacts within
Salesforce.
Advisor Teaming As part of a (formal/informal) Advisor Teaming (AT), or jointly working with
someone you will share contacts with your colleagues. If multiple edits are made
to these shared contacts, there is always a possibility that your records can
become out-of-sync.
Out-of-sync When you are accessing a contact from within the People & Businesses tab,
Salesforce will let you know if one or more fields are out-of-sync, by displaying a
Warning notification at the top of the screen as shown below:
Synchronize
People &
Businesses
The system will give you the option to synchronize and correct the discrepancy. To
initiate this option click on the Synchronize button from within the Contact Detail
section
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Select the
values to retain Once you select the Synchronize button, you will be brought to a new screen
where you need to select the values to retain. In this example, there is a
discrepancy between two records for the following values:
the Type of Business
the Contact Type
After you make your selection, to complete the synchronization and save your
changes click the Synchronize button. If you would like to select all options under
one record, choose the Select All option beside the Contact Name and click
Synchronize.
Out-of-Sync
Contacts view
The other option you can use to find out if you have contacts out-of-sync is the
Out-of-Sync Contact view under the People & Businesses tab, as shown below.
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Select the Contact Name you would like to synchronize and choose Edit under
the Action heading. Follow the same steps as above to synchronize each contact
by selecting the values you would like to retain per contact.
Assigning a
Practice
Member
Practice Team Members can be assigned to synchronize data within Salesforce.
It’s a good idea to complete this process if you are part of an informal AT. To do
this complete the following forms and submit them to Salesforce Support Team via
this email address: [email protected]
Consent for MassMutual CRM Contact Sync Practices
MassMutual CRM Contact Sync Authorization General Agent/General
Manager Consent
Best Practice It is a best practice to review the Out-of-Sync Contacts view regularly to ensure
you are reviewing the most up to date and accurate data for all clients and
contacts. It is also very important to continue to have conversations with members
of your (formal/informal) AT or practice team before making any synchronization
changes to contacts.
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Set Up Salesforce1 on Your Mobile Device Use this document to set up Salesforce1 on your mobile device(s).
Who to call with
Questions
For Salesforce support :
• Technology Support Line, tel. (800) 767-1000, press *, then 9, 1
For questions about setting up the application on your mobile device:
• IT Customer Service at (800) 767-1000 (ext. 44357)
Video Watch a short instructional video here:
Setup Salesforce
Download the
MassMutual
Salesforce to
you Mobile
Device(s)
Download the Salesforce1 application to your mobile device(s) using the
appropriate application store: Apple App Store or Google Play.
Proceed to either the Apple or Android set-up section below.
Setting Up your
Salesforce1 –
Apple Devices
Apple Devices
Step 2 By default, Salesforce1 is set up to connect to a generic Salesforce
environment. You will need to configure the app to point to the
MassMutual login page.
On the login page, tap the settings icon .
Step 3 Tap + to add a new login host.
Step 4 Enter “massmutual.my.Salesforce.com” in Host field and
“MassMutual” in the Label field.
Step 5 Tap Done.
Step 6 On the next screen, tap MassMutual, then tap Apply.
Step 7 Start using your Salesforce1.
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Setting Up your
Salesforce1 –
Android Devices
Android Devices
Step 1 By default, Salesforce1 is set up to connect to a generic Salesforce
environment. You will need to configure the app to point to the
MassMutual login page.
On the login page, tap either or the menu button on your
device.
Step 2 Tap Change Server.
Step 3 Tap Add Connection.
Step 4 Enter “MassMutual” in the Name field and
https://massmutual.my.Salesforce.com in the URL field, and then tap
Apply.
Step 5 On the next screen, tap MassMutual, then tap Apply.
Step 6 Login with FieldNet credentials.
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Personalize and Organize Data Using Tags Use this document to help use Tags effectively within Salesforce.
What are Tags? Tags are words or short phrases that you can associate with most Salesforce
records to describe and organize your data in a personalized way, without
affecting contact demographics or reports.
Salesforce supports two types of tags.
Personal tags: Personal tags are private. Only you can view any personal tags
that you add to a record.
Public tags: Public tags are shared among all users in an organization. Any user
with access to the record can view the public tags added to the record.
When Do I Use
Tags? Use tags to group records from various objects by a common theme or use, and
then use those tags in search to make finding information fast and intuitive.
For example:
If you have a number of prospects that are attending Ivy League schools and
have a high potential of becoming affluent in the next 4-5 years, you may tag
their record with “High Potential Prospect”. You can then search for that tag
and perform regular touch points with this special group of prospects.
If you have season tickets to your favorite hockey team, and routinely offer
them to your clients, tag the record with “Attended Hockey Game”. Next time
you have tickets to share, you can search for that tag and determine who to
give the tickets to next.
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How Do I Create
a Tag? Access the Tag section from any record detail screen:
Click in the top
right corner of the screen to
open the Tags section.
Click to add a new
or make changes to an existing tag for that record.
To create a tag, type the tag
you want to add to your
record in the personal or the
public tag field. As you type,
tags you’ve already created
will appear in a list that you
can select from.
Click Save to apply tag updates.
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How Do I Search
for Specific
Tags?
From the left-hand navigation bar on any screen:
Click Tags to open the Tags detail screen and view
a current list of tags that have been created
and/or applied to your contacts, or
Click the Recent Tags tab to view a list of your most
recent tags used.
Select a tag from the list to obtain a list of all records associated to that tag. As
with any search result, you can sort the data or apply filters as applicable.
How Do I
Remove a Tag
from an Existing
Record?
To remove tags from an existing
record:
Access the Tag section from any
record detail screen, using the
instructions above.
Click to add a new or make changes to an existing tag for that record.
Click the next to the existing tags you wish to remove.
Remember to click to apply tag updates.
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How Do I
Rename or
Delete a Tag?
Only personal tags can
be deleted or renamed in
Salesforce. To rename a
personal tag or delete a
personal tag from
Salesforce, open the Tags
detail screen from the left
navigation bar on any screen.
Hover over the tag you wish to delete to access
the dropdown menu.
Select to remove the tag from Salesforce,
or
Select to rename your existing
tag.
Remember to click to apply tag updates
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Overview and Personalize Tabs An overview of Salesforce features and what information can be managed on each tab. For more
information on how to use these features, see the Additional Training section.
Home tab
By default, the system will always launch the Home tab.
The ribbon across the top of the page will help orient you to where you are in
the tool. This ribbon displays all of the sections within Salesforce. When you
click on a tab within the ribbon, the system will bring you to the landing page
of the selected section.
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4
3
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Personalizing
the Home Tab
Views
An important feature available in Salesforce is the capability to have access
to multiple users’ data. This is especially important for sales assistants of one
or more producers. This feature is utilized through the Viewing As field, which
allows users to quickly switch views between the users that they are
delegates of.
For example, Scott is a producer. He only has access to his data. The Viewing
As field is set to Myself.
Scott has an assistant named Ben. If you look at the Viewing As feature on
Ben’s Home page, you notice that he has access to his own data under
“Myself” as well as access to Scott’s data.
IMPORTANT NOTE! WHEN BEN PERFORMS ANY FUNCTIONS LIKE CREATING RECORDS WHILE
HE IS “VIEWING AS” SCOTT, THOSE FUNCTIONS WILL SHOW AS BEING COMPLETED BY
SCOTT.
The Dashboard and Feed buttons change the view of your Home page.
Choose Dashboard to see your tasks, alerts and notifications. This is the view
you will see when you first log in to Salesforce.
The Feed view displays your Chatter feed.
The display button color changes to black when you are on that view.
Tasks, Alerts, Notification
In the middle of the screen, you will notice the Tasks, Alerts, and Notifications
sections of your Home page.
The Tasks section is your to-do list and includes any tasks that either you
created or have been assigned to you by other users. The system will always
default to Today, however as you can see, it is easy to change it to one of
the other views from the drop-down list.
The Alerts section shows the client and policy level notifications that come
through the collaboration feature called Chatter. The alerts are based on
the preferences that you set within User Preferences.
Notifications are posts or conversations via Chatter, which have been
directed to you by another user.
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The Progress section at the bottom of the page
houses three dashboards, which are pre-
configured to help you be more efficient in your
practice.
The CRM dropdown allows you to navigate between
views within Salesforce targeted at specific functions
like marketing by choosing Marketing or CRM for
client relationship management:
Left-side Navigation
The left navigation bar contains relevant, day-to-day information, including:
An overview of today’s events,
Quick links, a section of shortcuts to the most frequently used items
Recent items linking to your 10 most recently viewed items within
Salesforce.
A list of tags that were created by you or other users
A recent tags list displaying your most recently created tags.
Tools, which gives you quick access to your preferences tab as well as
generic help by Salesforce.
Recycle Bin, a way to access anything you delete in Salesforce. Items will
be permanently deleted after 10 days.
Other Tabs Calendar
See event and tasks using different views:
Share your calendar with others
Print your calendar
Change your view to single user, multiple users, or bulleted activity list
See daily, weekly or monthly views
Leads
Enter in and see all leads, or change views to filter lead types. You can also add
leads to a campaign or transfer them to another Salesforce user.
Run lead reports:
Lead Lifetime
Leads By Source
Bounced Leads
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Summaries by date
People & Business
This tab has the records of the individuals associated with your accounts that you
need to track in Salesforce.
Store and manage various contact information like phone numbers, addresses,
and titles
Add centers of influence
Access to application submission
Merge duplicate People & Business account records
Filter your contacts by groups like business, market segments, or personal.
Households
Create new households and group individuals into households using this tab to
view and manage client's relationships within Salesforce.
Click column headers to change the order of households shown.
Campaigns
Create new campaigns, and manage active campaigns.
Run a cross-analysis on the return on investment of campaigns, or other reports
from the following options:
Campaign ROI Analysis Report
Campaign Member Analysis Report
Campaign Revenue Report
Opportunities
Opportunities are the sales and pending deals that you want to track. Visit this tab
to:
Create and manage opportunity stages, generate reports
Filter and view what's in your sales pipeline
Track all activities related to the pre-sale opportunity
See analytics to address inefficiencies in your sales process
Track expected revenue for each opportunity to help determine and prioritize
actions to maximize sales.
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Financial Plans
Create financial plans for current clients. Edit and manage activities related to
financial plans, like whether an annual review is needed.
Insurance & Investments
Review client holdings. MassMutual and MMLIS holdings will auto-populate. You
can also add and manage client holdings information from accounts outside
MassMutual.
Reports & Dashboards
This tab's features allow you to create, run and manage your reports and
dashboards. Dashboard views can show individual advisors up to full-firm views
depending on your role within the firm.
Chatter
Use this for direct access to your personal Chatter feed.
Tools
Quick access MassMutual's suite of sales and reporting tools, forms and
information.
My progress reports
View your year-to-date progress. Track this progress towards any goals you’ve
entered.
TIP! THE "+" ON THE TAB BAR ALLOWS YOU TO CUSTOMIZE YOUR TABS, WITH OPTIONS BEYOND THE
INITIAL DEFAULT TABS.
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FOR PROFESSIONAL TRAINING USE ONLY. NOT FOR USE WITH THE PUBLIC.
© 2018 Massachusetts Mutual Life Insurance Company (MassMutual), Springfield, MA 01111-0001. All rights reserved. www.massmutual.com. CRM182 4/18/2018 Page 25 of 25
Access Additional Training
Self-study
Training on
MassMutual
University
Salesforce is designed to support the management of all contact information,
including the expansion of lead and referral sources and management of
revenue. Salesforce will enhance the ability to track and manage business by
helping to identify clients and relationships that are the most critical to increasing
sales. It’s cloud-based and mobile friendly.
Review the self-study material on MassMutual University (MMU) to learn about
Salesforce and how to use it within your firm. You will find these materials in the
Client Relationship Management topic area.
MMU is found on FieldNet > Training > MassMutual University.
Overview of Client Relationship Management (CRM101)
Using the MassMutual CRM Throughout the Sales Cycle (CRM124)
Apply CRM in Practice Management (CRM109)
Additional
Salesforce
Resources
Learn more by checking out this information on FieldNet. Go to FieldNet > My
Practice > Salesforce:
Video | Unlock secrets to greater success with CRM
Video | How can CRM help you organize and focus leads and referrals?
Recorded webinars:
Video | CRM Basic Training 1 of 4 - Learn the intake process, how to set up
setting up goals and preferences, manage delegates, and review general
navigation.
Video | CRM Basic Training 2 of 4 - Learn to create a new contact record and
link it to a lead source or a referral source.
Video | CRM Basic Training 3 of 4 - Learn to create and review households,
create opportunities, leverage proposal packages, understand the integration
with EZ-app, and venture the insurance and investments tab.
Video | CRM Basic Training 4 of 4 - Understand reports and dashboards.
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