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Set Up and Maintain Sales
Tools
Salesforce Summer
salesforcedocs
Last updated August
Copyright salesforcecom inc All rights reserved Salesforce is a registered trademark of salesforcecom inc
as are other names and marks Other marks appearing herein may be trademarks of their respective owners
CONTENTS
SET UP AND MAINTAIN SALES TOOLS
Set Up and Maintain Sales Features
Administering People and Organizations That Users Sell To
Setting Options for Selling
Setting Up SalesforceIntegrated Email
Set Up Voice
Set Up Workcom
Manage Workcom Features
INDEX
SET UP AND MAINTAIN SALES TOOLS
Set Up and Maintain Sales Features
Help your sales reps sell more to customers Learn about Salesforce core sales features sales rep productivity features and Microsoft
email integration
Core Sales Features
Core sales features help sales reps manage the basics the people that they sell to the products and services that your company offers
and more
Accounts Contacts and Leads
Enable Account Insights and Account Hierarchy
Enable Person Accounts
Enable Social Accounts Contacts and Leads
Leads and Campaigns
Define Default Settings for Lead Creation
Set Up Lead Assignment Rules
Set Up AutoResponse Rules
Set Up Campaign Influence
Opportunities
Set Up Sales Path
Quotes and Orders
Enable Quotes
Set Up Orders
Products and Price Books
Enable Product Schedules
Set Up Automatic Price Activation
Forecasts
Set Up Collaborative Forecasting
Territory Management
Implement and Manage Your Organizations Sales Territories
Duplicate Management
Set Up Duplicate Management in Salesforce
Datacom
Implement Datacom Clean
Implement Datacom Prospector
Set Up and Maintain Sales Tools
Set Up and Maintain Sales Features
Workcom
Enable Workcom Features
Set Up Performance Summaries
Set Up Performance Ratings
Customize the Skill and Endorsement Feature
Sales Rep Productivity Features
Sales rep productivity features enhance core features by letting sales reps schedule events communicate via email and more
Notes
Set Up Notes
Activities
Set Up Events Calendars and Tasks
Set Up Shared Calendars in Salesforce Classic
Salesforce Email
Set Up and Manage Email Templates
Microsoft Email Integration
Experience Salesforce directly in Microsoft email applications relate important emails to Salesforce records and sync data between the
two systems
Lightning for Outlook
Lightning Sync
Salesforce for Outlook
Set Up and Maintain Sales Tools
Administering People and Organizations That Users Sell To
Administering People and Organizations That Users Sell To
Administering Accounts
Enable Person Accounts
Note This release contains a beta version of person accounts in Lightning Experience that
is production quality but has known limitations For more information see the Lightning
Experience Limitations
Important Once person accounts have been enabled they cant be turned off Therefore
we recommend existing customers create a sandbox to preview how person accounts will
affect their organization
Before you begin make sure to
Create at least one record type for accounts
Grant read permission on contacts for profiles that have read permission on accounts
Ensure that the contact sharing organizationwide default is set to Controlled by Parent
Once you complete the preliminary steps contact Salesforce to enable person accounts and then
From the object management settings for person accounts go to Record Types
Assign person account record types to profiles that require person accounts
Note Person accounts count against both account and contact storage because each person
account consists of one account as well as one contact Additional storage might be necessary
when you implement person accounts so you should review your storage usage
EDITIONS
Business accounts available
in Both Salesforce Classic
and Lightning Experience
Business accounts available
in All Editions
Person accounts available
in Salesforce Classic and
Lightning Experience
Person accounts available
in Enterprise Performance
Unlimited and Developer
Editions
USER PERMISSIONS
To enable person accounts
Customize Application
SEE ALSO
Implementation guide Implementing Person Accounts
Account Settings
Enhance your accounts with hierarchy information insights logos autofill and more To find all
these settings from Setup go to the Accounts Settings page
USER PERMISSIONS
To change account settings
Customize Application
Setting
Description
Show View Hierarchy Link
Displays a link to the account hierarchy on
account details Click the link to view the
relationships between the account and its
parent account
Account hierarchy is available in Salesforce
Classic
Set Up and Maintain Sales Tools
Administering Accounts
Setting
Description
Enable Account Insights
Provides users with a customized list of timely accountrelevant
news from US sources
Account Insights is available on account and opportunity records
in Lightning Experience and Salesforce
Be sure to add the Insights component to your opportunity page
layouts
Enable Account Autofill
Displays USbased companies in the Account Name field as users
enter information Users can select a suggested company from the
list making it easier to create new business accounts
Account Autofill is available in Lightning Experience
Enable Account Logos
Displays company logos when available on USbased accounts
New logos may replace ones from social profiles Logos also appear
with account suggestions
To remove a logo from an account contact Salesforce Customer
Support
Account Logos is available in Lightning Experience and Salesforce
This release contains a beta version of Account Logos that is
production quality but has known limitations
Contacts to Multiple Accounts
Allows users to relate a contact to multiple accounts After enabled
be sure to complete the additional setup steps
Contacts to Multiple Accounts is available in Lightning Experience
Salesforce Classic and Salesforce
Managing Account Teams
Your users can add account team members to accounts Similar to opportunity teams on
opportunities account teams are teams of users who work together on accounts by defining each
users role and granting specialized levels of access to the account and its related records
IN THIS SECTION
Enable Account Teams
To make it easy for your sales reps to collaborate on accounts enable account teams in Salesforce
Customize Account Team Roles
Every account team member has a role in working with that account such as Account Manager
or Sales Rep To track the roles that team members play in your company customize your
account team roles in Salesforce
EDITIONS
Available in both Salesforce
Classic and Lightning
Experience
Available in Enterprise
Performance Unlimited
and Developer Editions
USER PERMISSIONS
To enable account teams
Customize Application
To set up team roles
Customize Application
Set Up and Maintain Sales Tools
Administering Accounts
Considerations for Disabling Account Teams
Before you disable account teams review these key considerations
SEE ALSO
Enable Account Teams
Enable Account Teams
To make it easy for your sales reps to collaborate on accounts enable account teams in Salesforce
From Setup enter Account Teams in the Quick Find box then select Account Team
Settings
Define the settings as needed
Save your changes
EDITIONS
Available in both Salesforce
Classic and Lightning
Experience
Available in Enterprise
Performance Unlimited
and Developer Editions
SEE ALSO
Managing Account Teams
USER PERMISSIONS
To enable account teams
Customize Application
To set up team roles
Customize Application
Customize Account Team Roles
Every account team member has a role in working with that account such as Account Manager or
Sales Rep To track the roles that team members play in your company customize your account
team roles in Salesforce
Warning
Account teams share roles with opportunity teams If you remove an account team role
that role is no longer listed as an opportunity team role
From Setup enter Team Roles in the Quick Find box then select Team Roles under
Account Teams
Edit the picklist values for team roles as needed
EDITIONS
Available in both Salesforce
Classic and Lightning
Experience
Available in Enterprise
Performance Unlimited
and Developer Editions
USER PERMISSIONS
Save your changes
To update a changed picklist value in all your files enter Replace Team Roles in the
Quick Find box then select Replace Team Role
SEE ALSO
Managing Account Teams
To set up team roles
Customize Application
Set Up and Maintain Sales Tools
Administering Relationship Groups
Considerations for Disabling Account Teams
Before you disable account teams review these key considerations
Disabling account teams irreversibly removes existing teams from all accounts and delete users
default account teams and removes the Account Team related list from all page layouts
You cannot disable account teams for your organization if team members are referenced in
Apex For example if Apex code references the Team Member field represented as
AccountTeamMember in the code account teams cannot be disabled
SEE ALSO
EDITIONS
Available in both Salesforce
Classic and Lightning
Experience
Available in Enterprise
Performance Unlimited
and Developer Editions
Managing Account Teams
USER PERMISSIONS
To disable account teams
Customize Application
Administering Relationship Groups
Install and Implement Relationship Groups
EDITIONS
Obtaining the Relationship Groups Custom App
The relationship groups custom app comes preinstalled in most Salesforce for Wealth Management
organizations If your Salesforce for Wealth Management organization does not have the relationship
groups custom app contact Salesforce to request it
Available in Salesforce
Classic
Available in Salesforce for
Wealth Management
Verifying the Installation of the Relationship Groups Custom App
If the relationship groups custom app has been installed in your organization the Relationship
Groups option displays in the Forcecom app menu
In addition administrators can use the following procedure to verify that the relationship groups
custom app was successfully installed
From Setup enter Apps in the Quick Find box then select Apps and verify that the
relationship groups custom app is present and has the
Managed Installed icon
From your management settings for custom objects verify that the relationship group and
relationship group member objects are present and that each has the
Managed Installed
icon
USER PERMISSIONS
To install apps
Download
AppExchange
Packages
To configure and deploy
installed apps
Customize Application
Configuring the Relationship Groups Custom App
Perform the following implementation tasks to configure the custom app If the relationship groups custom app came preinstalled with
Salesforce for Wealth Management some of these configurations may already be set in your organization
Customizing Account Page Layouts
From the object management settings for accounts go to Page Layouts then remove the following related lists from the appropriate
account page layouts
Set Up and Maintain Sales Tools
Administering Relationship Groups
Relationship Groups Primary Account
Relationship Groups Secondary Account
Customizing Person Account Page Layouts
From the object management settings for person accounts go to Page Layouts then edit the appropriate person account page
layouts
In the Related List Section drag and drop to edit the following related lists
Add Relationship Group Members
Remove Relationship Groups Primary Account
Remove Relationship Groups Secondary Account
Edit the Relationship Group Members related list as follows
At minimum include the following fields Relationship Group Member Role Relationship Group
Member Priority Relationship Group Member Include in RollUp
Remove the standard New button
Add the custom New button
Setting ContextSensitive Help for Relationship Groups
By default the Help for this Page links on relationship group pages open help content about custom objects in general To redirect
those links to help topics that specifically describe relationship groups
Go to the management settings for custom objects
Click Relationship Group to open its custom object definition
In the Custom Object Definition Detail section click Edit
For ContextSensitive Help Setting choose Open a window using a custom scontrol
For Custom SControl choose Relationship Groups Help
Click Save
Note Repeat this procedure for the Relationship Group Member custom object This sets an appropriate contextsensitive
destination for the help links on the Relationship Group Member related lists
Overriding Standard Relationship Group Buttons
To customize the buttons on the relationship group detail page
Go to the management settings for custom objects
Click Relationship Group to open its custom object definition
In the Buttons Links and Actions section click Edit next to New and replace that button with the NewHousehold scontrol
Customizing Relationship Group Search Layouts
To customize the search layouts for relationship groups
Go to the management settings for custom objects
Click Relationship Group to open its custom object definition
In the Search layouts section click Edit to modify the appropriate search layout At minimum we recommend setting the
following columns for search results
Relationship Group Name
Primary Account
Secondary Account
Set Up and Maintain Sales Tools
Administering Relationship Groups
Last Modified By
Customizing Relationship Group Page Layouts
To customize the layout of the relationship group detail page from the object management settings for relationship groups go to
Page Layouts then click Edit next to the appropriate page layout name Edit the page layout as follows
Remove the Clone button from the detail page
Edit the Open Activities related list as follows
Remove the standard New Task and New Event buttons
Add the custom New Task and New Event buttons
Edit the Activity History related list as follows
Remove the standard Log a Call Mail Merge Send an Email Request Update and View All buttons
Add the custom Log a Call Mail Merge and Send an Email buttons
In the Relationship Group Members related list include the following fields at minimum
Relationship Group
Role
Priority
Include in RollUp
Overriding Standard Relationship Group Member Buttons
To customize the buttons on the relationship group member detail page
Go to the management settings for custom objects
Click Relationship Group Member to open its custom object definition
In the Buttons Links and Actions section click Edit next to New and replace that button with the Edit Household
Members scontrol
After configuring the relationship groups custom app verify that a Relationship Groups option displays in the Forcecom app menu
Note
In some cases the custom app and its custom objects may have the label Households instead of Relationship Groups
throughout Whatever the labels are they cannot be changed because the app is a managed package
Installing the Relationship Groups custom app may cause an error if your organization has fewer than account records You
may ignore this error and continue the installation process
For all installations the API names of the custom objects begin with the namespace prefix household
The Relationship Group Member object is only supported in API version and later
Set Up and Maintain Sales Tools
Configuring Contacts and Contact Roles
Testing the Relationship Groups Package
The relationship groups managed package provides unit tests that run when you install the package
in your sandbox or production organization In some cases a component like an Apex trigger
validation rule workflow rule or custom field prevents the unit tests from completing successfully
If the unit tests fail do the following before running the tests again
EDITIONS
Available in Salesforce
Classic
Install the latest version of the relationship groups managed package The functionality of the
new version is the same as the older version except the unit tests have been enhanced Contact
Salesforce and request the latest version of the package not available on the AppExchange
Available in Salesforce for
Wealth Management
Deactivate components that prevent account household or household member objects from
being edited or deleted Apex triggers are a common cause of failed unit tests
USER PERMISSIONS
To ensure the relationship groups package runs successfully in your organization the unit tests
attempt to edit and delete some account household and household member objects These
tests do not permanently modify your organizations data If a platform element prevents these
objects from being edited or deleted the unit tests fail
To install apps
Download
AppExchange
Packages
To configure and deploy
installed apps
Customize Application
Configuring Contacts and Contact Roles
Creating Contact Sharing Rules
Contact sharing rules can be based on the record owner or on other criteria including record type
and certain field values You can define up to contact sharing rules including up to
criteriabased sharing rules
If you plan to include public groups in your sharing rule confirm that the appropriate groups
have been created
From Setup enter Sharing Settings in the Quick Find box then select Sharing
Settings
In the Contact Sharing Rules related list click New
Enter the Label Name and Rule Name The Label is the sharing rule label as it appears on the
user interface The Rule Name is a unique name used by the API and managed packages
Enter the Description This field describes the sharing rule It is optional and can contain up to
characters
Select a rule type
EDITIONS
Available in Salesforce
Classic and Lightning
Experience
Available in Professional
Enterprise Performance
Unlimited and Developer
Editions
USER PERMISSIONS
To create sharing rules
Manage Sharing
Depending on the rule type you selected do the following
Based on record ownerIn the owned by members of line specify the users whose records will be shared
select a category from the first dropdown list and a set of users from the second dropdown list or lookup field if your organization
has over queues groups roles or territories
Based on criteriaSpecify the Field Operator and Value criteria that records must match to be included in the sharing
rule The fields available depend on the object selected and the value is always a literal number or string Click Add Filter Logic
to change the default AND relationship between each filter
Set Up and Maintain Sales Tools
Configuring Contacts and Contact Roles
Note To use a field thats not supported by criteriabased sharing rules you can create a workflow rule or Apex trigger
to copy the value of the field into a text or numeric field and use that field as the criterion
In the Share with line specify the users who get access to the data select a category from the first dropdown list and a set of
users from the second dropdown list or lookup field
Select the sharing access setting for users
Access Setting
Description
Read Only
Users can view but not update records
ReadWrite
Users can view and update records
Click Save
Set Up Contacts to Multiple Accounts
Let your sales reps easily track the relationships between the customers and businesses they work
with Contacts to Multiple Accounts is quick to set up and allows reps to relate a single contact
record to multiple accounts
If you disable Contacts to Multiple Accounts keep in mind that doing so deletes all indirect
accountcontact relationships Associations between a contact and its primary account remain
Watch a Demo minutes
If youre already using Account Contact Roles or a custombuilt solution with a junction object
review how those solutions compare with Contacts to Multiple Accounts
From Setup enter Account Settings in the Quick Find box then select Account
Settings
Select Allow users to relate a contact to multiple accounts
If you want to use custom fields to capture unique information about relationshipsfor example
the best time to call a contactnows a good time to set that up From the object management
settings for Account Contact Relationship
In Lightning Experience go to Fields Relationships
EDITIONS
Available in both Salesforce
Classic and Lightning
Experience
Available in Contact
Manager Group
Professional Enterprise
Performance Unlimited
and Developer Editions
USER PERMISSIONS
To enable Contact to
Multiple Accounts
Customize Application
To view page layouts
View Setup
In Salesforce Classic go to Fields
Make sure that you have the most relevant fields on your Account Contact Relationship page
layout From the object management settings for Account Contact Relationship go to Page
Layouts
To edit page layouts
Customize Application
Add the Related Contacts related list to the account page layouts your reps use
Because the Related Contacts related list automatically includes all direct contacts you can remove the Contacts related list on your
account page layouts
Tip Easily see whos a direct contact for the account when you add the Direct field to the Related Contacts related list
Add the Related Accounts related list to the contact page layouts your reps use
Set Up and Maintain Sales Tools
Configuring Contacts and Contact Roles
Tip Easily see which account is the contacts primary account when you add the Direct field to the Related Accounts related
list
Decide whether you want to prevent activities from automatically rolling up to a contacts primary account If so from Setup go to
the Activities Settings page and deselect Roll up activities to a contacts primary account
If you want to look at the relationships between contacts and accounts create custom report types
SEE ALSO
Create Custom Report Types for Account Contact Relationships
Comparing Contacts to Multiple Accounts to Other Options
Allowing your users to relate a contact to multiple accounts makes it easier for them to track the
relationships between the people and businesses they work with However if youre already using
Account Contact Roles or a custombuilt solution with a junction object heres a summary of how
those solutions compare with Contacts to Multiple Accounts
Feature or
Functionality
Contacts to
Multiple Accounts
Account Contact
Roles
Custom Junction
Object
Standard objects
Custom fields
Custom layouts
Record types
Field history
Validation rules
Workflow
Process builder
Flow
Triggers
Custom actions
API accessible
Single related list
Multiple relationship
rows in database
Applies to storage
limits
Sharing and object
permissions
Derived from Account Derived from Account Configured
and Contact
independently
EDITIONS
Contacts to Multiple
Accounts is available in
both Salesforce Classic and
Lightning Experience
Contacts to Multiple
Accounts is available in
Contact Manager Group
Professional Enterprise
Performance Unlimited
and Developer Editions
