Salesforce Sales Cloud Consultant Exam Preparation: Sales Productivity

Sales Productivity constitutes 9% of total score in Salesforce Sales Cloud Consultant exam. This section covers topics such as sales productivity and adoption, email and productivity tools, mobile solution, and Chatter for collaboration. Without further ado, let's get into it!

Guideline for Sales Productivity

Given a scenario, determine the key features that help to enable and measure sales productivity and adoption.
Identify use cases and considerations for using email and productivity tools.
Given a scenario, identify the appropriate mobile solution to improve sales productivity.
Explain the use cases and best practices for using Chatter to enable collaboration in the sales process.

Sales Productivity, Email and Productivity Tools

Lightning Sales Console:
- Multiple column layout with standard and custom Lightning Components
- Split list view with workspace tab
- Modify sub-tabs and promote sub-tab to workspace tabs
- Tabs can be pinned on the workspace tabs.
- Different templates are available for adding pinned regions to Console page
- Utility bar for showing productivity tools, such as Lightning Dialer, Macros , Lightning Component and etc.
- Keyboard Shortcuts available:
- Macro:
  - Macro can be used to automate repetitive tasks in the Console.
  - Macro will be introduced more in Salesforce Service Consultant certification exam preparation.
- Access to Knowledge component
- Quick Text:
  - Quick Text can be used insert predefined messages (can be used in Macro, Live Agent Chat, Email, Log a Call and etc.)
  - Create new Quick Text:
  - Preview Quick Text:
  - Use Quick Text in Email for example:
  - Move the Quick Text into a Folder:
  - Share the folder with pre-defined Quick Text with users (logic is same as sharing Reports and Dashboards):
- List Views:
  - List View can be used to sort, prioritize and filter records.
  - Three types of charts can be created in List View:
    - Vertical Bar
    - Horizontal Bar
    - Donut
  - By default, Filter by Owner can be set to filter records based on ownership and those records that are directly or indirectly accessible by the current user
  - In Task List View, the Status has special functionality which allows you to click and set status on the List View directly:
- Lightning Dialer:
  - Call - make calls and received calls with auto-logging functionality, calls are added to the activity timeline
  - Phone Fields - allow reps to click phone number and dial
  - Call Recording - allow call recording
  - Multi-Tasking - allow reps to multi-task while on the call
  - Call Monitoring - allow manager to monitor the calls to improve sales performance through coaching
  - Voicemails - allow reps to record multiple voicemail messages for different types of prospects (receive and store up to 20 voicemail messages)
  - Local Presence - display phone numbers with the same area code as the prospects
  - Call Bridge - make or receive calls with the desk or mobile phone
  - Call Lists - allow reps to create a list of contacts to be called
- Email productivity Tools:
  - Email integration tools such as Outlook Integration, Gmail Integration, and Lightning Sync can improve Sales productivity.
  - With Enhanced Email, emails can be associated to related Salesforce records.
    - Contacts and events can be synced between Outlook/Gmail and Salesforce.
    - Gmail Integration:
      - Sales reps can view, edit and add accounts, contacts, leads and other Salesforce records directly in Outlook and associate emails and events to Salesforce records.
      - Action Publisher can be used to pull content from email into Salesforce fields
      - Gmail Integration supports sync private event, delete synced events, and automatically relate Google events to Salesforce records.
        
        This options can be found at Data Sets section:
      - NOTE: Gmail Integration does not support Sync Event Series (only available for Outlook Integration).
      - NOTE: person account cannot be synced from Google Contact to Salesforce, only Contact can be created in Gmail which is synced to Salesforce as Contacts
    - Outlook Integration:
      - Sales reps can view, edit and add accounts, contacts, leads and other Salesforce records directly in Outlook and associate emails and events to Salesforce records.
      - Emails that are received from unknown email addresses can be turned into Contact, Lead or Person Account in Salesforce.
        
        NOTE: email cannot be turned into the contact record automatically, users need to enter the information manually.
      - Action Publisher can be used to pull content from email into Salesforce fields
      - With Outlook Integration, users can do the following:
        
        Log email, edit logged email
        
        Create new case, event, task, contact
        
        View related account, contact, task
        
        Add to Salesforce button can be used to create lead/contact directly from Outlook
      - Outlook Integration Add-in needs to install in order to push through Microsoft Exchange Center, so that Outlook application on the web can be integrated with Salesforce.
      - NOTE: email schedule is not a base feature of Outlook Integration, however, Outlook Integration with Inbox does support it.
      - NOTE: repeating events can be synced with Salesforce, but repeating event created in Salesforce Classic cannot be synced with Outlook.
    - Lightning Sync:
      - Lightning Sync can be used to sync Contacts/Person Accounts and Events in one or both directions:
        
        Don't Sync
        
        Sync both ways
        
        Salesforce to Google/Exchange
        
        Google/Exchange to Salesforce
      - Events can be synced based on user selection.
      - Both Salesforce Classic and Salesforce Lightning can sync the events.
  - Salesforce Inbox (premium feature):
    - Salesforce Inbox allows user to see relevant Salesforce data quickly
    - Users can install Inbox clients to access Google and Microsoft email platforms on desktop and mobile devices.
    - Inbox seamlessly connects Salesforce data to each email, automatically associating email messages to salesforce records, providing context for all customer interactions.
    - Users can create Leads, Contacts, Cases or Opportunities directly from Inbox.
    - Einstein Email Insights can flag important emails in the Inbox and provide recommendations on how to respond in Salesforce Inbox for iOS and Android.
    - Email templates created in Salesforce can be assessed in Salesforce Inbox (for both desktop and mobile app versions)
  - Email-to-Salesforce:
    - Email-to-Salesforce can be used to automatically relate emails sent from external email applications to Salesforce Lead, Contact and Opportunity records.
    - A special Email to Salesforce address is entered in 'BCC' field when composing, forwarding, or replying to an email, which sends a copy of the email to Salesforce.
    - The email is added to Activity History Related List of the record whose email address matches the recipient's email address in the 'To' and 'CC' field.
    - If no match is found, the email is added to 'My Unresolved Items' page where one can manually assign the email to record.
    - Email-to-Salesforce must be enabled in Setup > Email to Salesforce:
    - My Email to Salesforce can be configured in Settings > My Email to Salesforce:
  - Email Templates:
    - Email templates with merge fields allow Sales reps to quickly send emails that include data field from Salesforce records.
    - 'Classic Email Templates' can be used to create and manage Salesforce Classic email templates. It can only be accessed in Setup > Classic Email Templates.
      - 4 types of Template Types:
        
        Text
        
        HTML with Letterhead
        
        Custom HTML
        
        Visualforce
    - 'Lightning Email Templates' can be used to create and manage Lightning email templates. It can be accessed in user interface.
      - Send an email to Contact:
      - Save a Lightning Email Template:
      - Folder and Enhanced Sharing can be enabled in Setup > Lightning Email Templates:
        
        By default, Lightning Email Template is saved to your private folder.
        
        Create New Folder is available on Lightning Email Templates:
        
        Likewise, the sharing works the same as other folders in Salesforce.
      - NOTE: Insert Email Template is only available on Contacts, Leads, and Opportunities.
      - NOTE: if the Email Template you created is on Opportunity, you cannot use it on Contact or Lead. Unless your created Email Template is on Contact, then only you can use it on Lead, vice versa.
    - You can modify Lightning Email Template with Enhanced Letterhead or click the Source to edit in HTML:
      - You can still use Merge Field function (at the bottom right corner {} symbol):
      - Merge Field are represented as {{{Object.FieldName}}}, for example: {{{Recipient.Address}}}, {{{Recipient.Company}}}, {{{Sender.Alias}}}, {{{Opportunity.Name}}}, {{{Organization.Id}}} and etc.
  - Mail Merge:
    - Mail Merge Templates are Microsoft Word documents with merge fields that reference salesforce.com fields.
    - Sample Mail Merge Templates can be downloaded here:
    - Create New Mail Merge Template at Setup > Mail Merge Templates:
    - NOTE: Salesforce Lightning does not support Mail Merge yet.
    - 'Mail Merge' button can be found on Activity History Related List, clicking this button will generate a mail merge document.
    - NOTE: modern browser might not support Mail Merge in Salesforce Classic.
  - Email Opt Out Options:
    - Email Opt out can be used to determine which Salesforce emails external customers can receive.
    - When 'Email Privacy Settings' is not set, the 'Email Opt Out' checkbox field can be used, records with Email Opt Out will not receive any mass mails or list mails or commercial emails.
      - Commercial emails: marketing promotions
      - Non-commercial emails: billing statements, support case
        notifications
    - 'Send Non-Commercial Email' permission can be set in Profile or via Permission Sets to allow sending non-commercial emails:
    - NOTE: when the Contact Email Opt Out is set, they will still receive system emails (from Workflow, Process Builder and etc.).
    - When 'Email Privacy Settings' option is set, it is necessary to turn on 'Data Protection and Privacy' (Setup > Data Protection and Privacy) and 'Enforce Email Privacy Settings' (Setup > Deliverability > Data Protection and Privacy) must be set.
    - 'Email Privacy Settings' make the Individual object available.
    - Individual object stores data privacy preferences for external customers, including those for email notifications.
      - Don't Track - will not track customer's interactions
      - Don't Market - can only receive non-commercial emails
      - Don't Process - cannot receive any emails
      - Forget this Individual - cannot receive any emails
    - 'Send Non-Commercial Email' permission - send non-commercial end-user emails to contacts, leads, and person accounts who opt out of email or who choose Don't Market in data privacy records. This permission doesn't apply to the Cases email action, Lightning Experience list email, or Salesforce Classic mass email.
      - However, Salesforce will still ask for confirmation before sending the email even if the user has this permission.
- Calendars:
  - Calendar can be used to show personal or public agenda.
  - Share your event calendars with other users:
  - Add calendar on Salesforce Object:
  - Add other calendars on User, Public Calendars and Resources, and User Lists:
  - Attendees field can be added to Event Page Layout (field is unsearchable but available in page layout)
    - NOTE: attendees can be User, Contact or Lead.
    - NOTE: up to 50 records can be inserted into Attendees field
    - NOTE: users or users above them in role hierarchy can add or remove attendees
    - NOTE: multiple resources can be added as well (defined in Setup > Public Calendars and Resources)
- Chatter:
  - Chatter can be used as collaboration tool in Salesforce.
  - Chatter Groups can be created:
    - Public
    - Private
    - Unlisted
    - Broadcast Only
  - User and Group can be @mentioned and will receive push notifications about the mentions through Salesforce App.
  - Private messages can be sent to users (Salesforce Classic).
- Reports and Dashboards:
  - Reports and Dashboards can be created.
  - Useful link for creating Sales Dashboards.
- Activities:
  - Activity Settings in Setup > Activity Settings:
  - It is recommended not to set 'Roll up activities to a contact's primary account' if users are allowed to relate contacts to multiple accounts.

Mobile App

Salesforce Mobile App can be used to do almost everything you can in browser, such as search, navigate, create and update records, data management features such as lead conversion, campaign member management, viewing reports and dashboards, submit for approvals, Chatters and so on.
The default navigation menu is 'Mobile Only' app, which can be setup in Setup > Mobile Apps > Salesforce Navigation:
Of course, you can switch between Lightning apps on your Salesforce Mobile.
The order of items on navigation bar at the bottom can be customized based on your browser's item orders (if not default 'Mobile Only' app which defines in admin Setup).
Chatter Post functionality on Mobile App:
- Copy Link to Post
- Bookmark Post
- Mute Post (set to mute if you don't want to receive emails and push notifications)
  - NOTE: if people mention you again, the post will be unmute again.
- Edit Post
- Delete Post
Chatter Post visibility on Mobile App:
- All With Access
- Internal Only
List of Push Notification Settings on Mobile App:
- Post to a stream
- New comments on a post
- Task assignments
- Approval requests
- Individual mentions on a post
- Group manager announcements
- Posts to a profile
- General
- Group mentions on a post
- Salesforce Classic report updates
- Posts to a group
Salesforce Mobile App can work offline.
Offline Settings can be enabled in Setup > Salesforce Offline:
- Caching allows user to see important data when working offline
- App caches allows faster access to most recently accessed records
- User can access 'Offline Preferences' on the Salesforce Mobile App to select up to 7 items that should be available for offline viewing.
  - Open the Salesforce Mobile App, click on your icon profile, click Settings, click Offline, then click Offline Preferences, and lastly choose 7 items.
- Pending Changes displays the list of records pending for updates (CRUD) when there is no Internet connectivity.
- Some features are only available if viewed in the current user session. For example, list views, records of objects other than recent objects, related records, notes, files, feeds and etc.
Today components in Salesforce Mobile App consists the following:
- Current Event
- Agenda
- My Tasks
- My Recent Records
- To Me Feed card
- Account News card
- Dashboard card
- Global actions

Chatters in Salesforce

Chatter can be used to engage and collaborate on Salesforce.
Chatter is enabled for all users by default. However, Chatter can be roll-out for certain profiles.
Chatter Settings:
Chatter-related permissions:
- Chatter Internal User - use all Chatter features
- Create and Own New Chatter Groups - create and own new chatter groups
- Insert System Field Values for Chatter Feeds - set author or creation date for a Chatter post or comment
- Invite Customers To Chatter - invite customers to Chatter
- Manage Chatter Messages and Direct Messages - access all users' messages sent in Chatter
- Manage Unlisted Groups - view and moderate unlisted Chatter groups
- Moderate Chatter - deactivate Chatter Free users, assign moderator privileges to Chatter Free users, and remove posts
- Moderate Communities Chatter Messages - moderate Chatter Messages in communities
- Moderate Communities Feeds - moderate Chatter Feeds in communities
- Verify Answers to Chatter Questions - mark answers to Chatter questions as verified
- Assign Topics - assign existing topics to feed items, remove topics from feed items
- Can Approve Feed Post and Comment - lets users control the visibility of content to other users by updating the status of a feed item or comment from pending review to published or from published to pending review
- Create Topics - create new topics by assigning them to feed items
- Delete Topics - delete topics and remove all corresponding topic assignments from feed items
- Edit My Own Posts - allow users to edit their own feed items
- Edit Posts on Records I Own - allow users to edit feed items they manage
- Pin Posts in Feeds - assign permission to pin a post in this org and your communities
If you want to delete a chatter post that is not created by you, you need either the following permissions to do so:
- 'Moderate Chatter' permission
- 'Modify All Data' permission
- 'Can Approve Feed Post and Comment' permission
Publisher Actions:
- Publisher Actions can be used to perform tasks such as posting, creating a poll or question, sharing a file and etc.
- Standard actions such as Post, File, Link, Poll and Question are added to publisher by default when Chatter is enabled..
- If you follow a user, you will see all the feeds from the user when they post content to their profile feed.
- NOTE: Salesforce will automatically enable following certain feeds, ex: a user will automatically follow their manager and the team.
- When you post to Chatter, the maximum file you can upload is 10. In the Chatter comment, you can only upload 1 file.
- You can Edit, Delete, Bookmark, Comment, Like and Share the post.
- A post can be pinned to the top of Topic Feed:
- A post can be pinned to the top of Group as well:
- Bookmarked posts can be easily found on 'Bookmarked' feed in Chatter page:
@mention function:
- @mention can be used to get the person's attention of the post.
- A single post or comment can have up to 25 mentions.
- A user cannot mention archived, unlisted, customer and private groups that they are not a member of.
- When you are mentioned by others, the post will be appeared on your 'To Me' feed.
- Chatters will send email to the user based on the user Chatter Email Settings:
Chatter Groups:
- Chatter Group Access Types:
  - Public
    - allow anyone to join the group and see the posts
  - Private
    - a user can search for the group and ask to join the group or the user can be added manually by the group owner or managers
  - Unlisted
    - users cannot see any group information anywhere else if they are not members
    - users can only be added to the group by group owner or managers (cannot ask to join the group)
    - 'Enable Unlisted Groups' can be set in Setup > Chatter Settings
    - users with 'Manage Unlisted Groups' permission can access the group, modify the group, add posts and etc.
    - NOTE: Unlisted group cannot be mentioned
    - NOTE: you can't make an existing group Unlisted, but you can change Unlisted group to Public or Private.
- 'Broadcast Only' can be set to only allow group owners and managers to create new posts, group members can only comment on the posts.
- Chatter Group Notifications:
  - Every Post
  - Daily Digest
  - Weekly Digest
  - Limited
Private Messaging (Salesforce Classic):
- 'Send a message' on the user profile can be used to send private message to the person.