Salesforce New User Training - Part 2 - ATTRACT - Marketing Management, Automation and Optimization | Mike Wheeler | Skillshare

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Salesforce New User Training - Part 2 - ATTRACT - Marketing Management, Automation and Optimization

teacher avatar Mike Wheeler, Online Trainer

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Taught by industry leaders & working professionals
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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

8 Lessons (1h 7m)
    • 1. Introduction to Marketing Management, Automation, and Optimization

    • 2. Lead Management in Salesforce

    • 3. Corresponding with Leads in Salesforce

    • 4. Lead Collaboration with Chatter

    • 5. Creating Campaigns in Salesforce

    • 6. Executing Campaigns in Salesforce

    • 7. Tracking Campaign Responses in Salesforce

    • 8. Campaign Collaboration with Chatter

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About This Class

In part two of the Salesforce New User Training series, we cover how to attract more leads in Salesforce by maximizing the Marketing Automation and Management functions of the platform. This course is part of a series that covers the 3 primary aspects of how Salesforce is used for any company:

  • Attract (Marketing)
  • Attain (Sales)
  • Retain (Service)

Be sure to follow me to keep up to date with my latest releases, where I train on how to use Salesforce, as well as how to pass the various certification exams.

Subscribe to my blog at for updates.

All of my Salesforce Courses are here.

Meet Your Teacher

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Mike Wheeler

Online Trainer


I am the founder of, where I teach Salesforce, Zoom and Home Business courses. My passion is to teach you how to become a creator in a consumption world.

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1. Introduction to Marketing Management, Automation, and Optimization: Okay, so now it's time to get into marketing, management, automation and optimization. This is the first section between attract, attain and retain, and we're bailing all about marketing within cells force. So if we want to figure out how to attract customers and you cells forced to do that, this is the section that you want to really focus in on. So when we talk about marketing management, we're talking about Leeds and we're talking about campaigns. Primarily, Ross is going to address the various lead sources that you'll deal with and set up your different channels as faras inbound leads go, I'm gonna walk you through the nurturing and qualification of leads and finally converting those leads. And when we convert these leads into contacts, opportunities and accounts and salesforce, this is where marketing hands off the work to cells to then work those opportunities and close those deals. So that means by the end of this section you'll be well versed in managing your marketing efforts and sells force. So stay tuned. Enjoy me in the next lecture where we get into lead management 2. Lead Management in Salesforce: OK, now it's time to talk about leading management in Salesforce. When we refer to it leads. You can also think of those as prospects or sales prospects, and you may know what a leader is. You may not or may not be clear, but just real briefly in talking about lease. This is basically anyone that wants to do business with you and is interested in your company or your product. One thing I want to highlight as well is that we're gonna be throwing around a lot of different terms in the span of this course is very important to understand what certain terms mean as it relates to Salesforce. And so I want to highlight the Salesforce glossary that's found in the online help system. I will link to this as well and make this available in the resource is section of this particular lecture. And so I've got here the Salesforce glossary brought up, and you can go to a certain section of the glossary by clicking the corresponding letter. So I click on Elder, bring up the word, starting with the letter L. We see that elite is a sales prospect, has expressed interest in your product or company, and then another word I want to highlight or define is that of campaign in a campaign is something that you'll see a lot of in Salesforce, as relates to marketing and a campaign, as it's defined in the glossary is that it's a marketing initiative, such as an advertisement, direct mail or conference that you conduct in order to generate prospects and build brand awareness. And so once again, I'll point to the glossary in the resource is section of this lecture. But we're gonna be dealing with campaigns and leads, and I wanted you to understand that a lead is anyone that's interested in doing business with you or interest in your company. And these leads can be members of a campaign initiative. It's a marketing initiative, and those could be a direct mail, a conference, an advertisement, etcetera. So going back to Salesforce. Now let's dive right into the Leeds tab and we'll start off by clicking the leads tab on the top of the screen. This ring is to the home screen for leads, and so you see here that we have our sidebar with the create new drop down. We also have quick create here, where we can quickly create a new lead with first name, last name company phone email in associating the campaign as well. Also, recent items I want to go ahead and click. Go next to the all open leads list view. Click on Go. You'll see that there's some data already populated in my Salesforce instance. And if you're following along, which I highly recommend that you do, you should see the same lead records that I have in my own instance. Here's farce. Kristen Achin and Betty Bear Bertha Boxer etcetera. These air common vache lead records that are populated in new cells force developer accounts, which is one that we signed up for, and so this gives you some dummy data to work with. So if we were to click on one of these lead records, you can see for Kristen Achin, for instance, this brings us to her detail page, and so Kristin is a sample lead record, and these were not valid phone numbers or email addresses or anything like that. But you see here a few things I want to highlight is we have her name and the company that she's with her job title and then her lead sources. Well, I wanted to double click on this. You see the pencil icon. That means that it supports in line editing. So if I double click on that, it brings up just this one filled as edit herbal. And so the default lead sources that are available on a lead record because we have not customized the Salesforce instance. And it's just the basic out of the box functionality in our free developer account. Those default designations for lead source our Web phone enquiry, partner, referral, purchased list or other. The lead source could be modified to include things such as trade shows, conferences or other ways that someone could be referred to your business. And this is a he filled because you use and record the source of your leads so that you contract back what sort of marketing endeavors are creating business for you and are turning into revenue. And so, for instance, Kristen came through a partner referral, and so other commonly sources, such as a Web referral, would be someone that would fill out a form on a website. And there's a functionality and Salesforce called Web lead. I use that myself from the various websites that I run for my various courses that I create . And so when someone expresses an interest in one of my courses, the lead source populates as Web. And so then, whenever someone submits the form on a website, their lead record is created and sells force, and that is done through what's known as a Web lead form and someone go and click save to change that lead source designation for Kristen Achon. So now if we scroll down, you notice for Kristen, there's a few related list here. There's HTML email status came pain history and then Open activities and activity history. I mentioned earlier campaigns and showed in the glossary the meaning of a campaign. And so campaign is a grouping of leads as far as you can associate multiple people or multiple lead records with a campaign. So we're going to click. Add to campaign to add Kristen to a campaign. So we need to search for the campaign that we wish to associate her with, and their sample campaigns in this cell's force, or that are dated from a long time ago, have not set up anything new or fresh in this environment so as to just have the same experience that you should have on your end is so one example. Campaign is called User Conference. Someone click. Go to find that one. And if you notice here how dated this sample is user conference June 17th the 19th of 2000 and two. So now we also can assign a lead status for Kristen with this campaign. So it's either sent, received or responded. Let's say that we've sent Kristen some sort of correspondents in this campaign, and she has received it. So when I click Save and so now Kristin is a campaign member of this user conference, but we're to click on this link here for the user conference. You can see more details around the campaign, and so we have a total of one lead. Now, in this campaign, we have the start and end A. This really bizarre example that Salesforce gives you because of the campaign name is 2002 . The start and end dates are really still an old and in the past, so you want to make edits to this. You can do so by double clicking for the end line editing. I'm gonna go ahead and change this to 2016 because it's driving me crazy, quite frankly, and then the start day say, june 17th of 2016 to match the name in the end day will be June 19th. Much better, so as well. With a campaign you put in your budgeted cost your expected revenue, you're expected response right? And here number sentence would be like emails or form letters in some way of capturing numeric. Surround the volume of correspondents that you anticipate to be generating with this campaign. So right now, here's the total number of leads, and you can also track over the course of the campaign the number of converted lease, the number of contacts, the number of responses, the total opportunities and then those that have been won. The total value, the total value of one opportunities. And this is where you can start to measure return on investment or also known as R A Y. There's an R A Y report available, which will get into we will get to the reports and dashboards section of this course to show you that are oh, I report in action, but for now we're going to scroll down and look at other things around the campaign. There's a custom link here. View Campaign Influence report. This is another report that is newer as far as being able to identify which campaigns had the most influence in resulting in a deal being one. And this ties into a lot of different things that ties in the actual campaigns. The lease who become eventual contacts. That air then eventually associated with opportunities that air then one hopefully and businesses secured and revenues realized. And this is a way to show or signify which campaigns had the most influence on the decision makers that eventually led to you landing business. And then you have your campaign hierarchy, open activities, activity history and then the campaign members in the bottom related list. And so we see Kristen Achon is a campaign member. So if you recall, I made some changes to this campaign, and so I want to go ahead and save those changes there, highlighted in orange here, and that is a common behavior with Salesforce. If you make edits to fills in the online editing, if they have not been saved yet. They try to highlight that, so you don't forget and cancel out of it. But let's click Save. So now my campaign has been renamed to something a little more current and fresh and the start inundate arm or legitimate. So we've spent some time now on the campaign record. I want to revisit our lead record, though, of Kristen making and if you recall, previously showdown to bomb the screen for the campaign members, we currently have the one campaign member, which is a lead under the type column. Here we see the type of member this is a lead can also have contacts that are part of a campaign. And so if we wanted to revisit Kristen's record, we could just click on her name. We go to the campaign member detail and then you know where to hit her actual lead record. We can click on this link here. I want to highlight as well that I've just hovered over this link and raise up this pop up screen, and this gives us some high level details related to lead as far as the company email in the lead status. If we want to view her full detail record, we could click view. If we wanted to go in and edit her record, we could click at it. I'm gonna go ahead and add it. Christians record now from here, and you see a few other fields that I want to highlight. Previously, I showed you lead source. We changed her to being a Web type of lead. I wanna also talk briefly about the lead status filled. Now the lead status field can be customized by your administrator, but the standard settings are open, not contacted. And then once you've contacted a lead and reached out to them and contacted them, you can change that leads status, toe working, working status mean that you've contacted them. And then the final status is either closed, converted or closed, not converted. And so, as your qualifying a lead and you're getting to know we're find out what sort of business this person is hoping to do with your company. You can start gathering more details. You can start writing notes in the description field, and then once you've decided that you want to take things to the next step, let's say you've been prospecting this lead and been nurturing that relationship, and you're now ready to create an opportunity and sells force. And the an opportunity is a record that you create in order to signify a potential business that you're going to enter into with another company or person and start to sign a numeric value to US faras dollars, for instance, and so you can change the lead status to close converted and click save. But doing so just changes her lead status to close converted. But she's not actually been converted to a lead you, so that's not the standard way that you want to convert a lead. So what I want to do is revert her back toe working, contacted and click, save and show you how you should convert a lead or the entire lead conversion process. So we're on Kristen Aitken's lead record. I'm going to click hide feed to hide the chatter food right now to save some screen real estate, and that's just a little easier interface tip for you that works on any chatter food you can show or hide the feet by clicking this link here. I want to convert Kristen, too, a contact And so you click the convert button at the top of the league record. And so now we come to the convert lead screen for Kristen's lead record. So the thing about it lead conversion is sells force to keep in mind is that leads could be converted to accounts, contacts, opportunities and also follow up tasks. And you should only convert a lead once you have identified it as qualified. After this lead has been converted, it can no longer be viewed or edited as a lead, but can be viewed and lead reports. So in order to convert a lead, you specify the record owner for the lead record, which defaults to your own user account. But, for instance, if a this stage in your own marketing to cells handoff if a lead upon conversion to a contact needs to be handed off to someone in cells and you're in marketing, you could specify the new record owner for the lead once they become a contact. But I'm gonna keep it as myself. You can also specify to send email to the owner. If you were converting this lead over and assigning it to someone else, you could check here in order for them to receive an email alert that they have a new contact that's just been sent to them and uncheck this so I don't see myself an email. You can create a new account and that populates with the default company name that was on the lead record. And then you can also create an opportunity. If there is an opportunity that you wish to create at this time, you could do so, or if you don't want to create an opportunity right now, upon lead conversion, you just check here and then an opportunity will not be created. I believe this unchecked so that this opportunity is created and it will be associated with this new account that's being created. And here is where we want to set to convert a status and it's closed, converted, and that's the proper way to convert a lead. Now you can also create a task if you wish even those these air red. Usually that means required, but you can leave these blank if you wish, or you can create a task upon the lead conversion, and so I'm going to create a task for myself. I'm gonna set a due date with set a priority of high and you can set the status. There's a few options here and then additional comments These would be comments related to the task. You can also set the reminder for the tasks of this Apapa, but 8 a.m. on the specified day And now, once I click convert just to recap, this lead record for Kristen Ache in her lead record will be converted over to a contact record. And that contact for Kristen Taken will be associated with a new account record for her company that she works for. There also be a new opportunity created that will also be associated with Kristen and with the new account that's being created. So there's a lot happening upon this lead conversion process in that there's a new contact record being created, a new opportunity being created, a new account being created and a new task being created. So let's click convert. So now we go to the new account record on its detail page. You notice we have a new account that's been created on the owner of the account and then in the related lists. We now have the new contact record for Kristen Achon, who is our former lead, who's been converted to a contact, and our new opportunity that's been created is well through the league conversion process. Even though Kristen's been created as a contact, we're not done with leads yet. I want to show you how to quickly create a new lead, and there's a few different ways you can do that. Clicking on the Leeds tab. I can do the quick create, which I mentioned before, and I'm gonna create someone called John Demo and so you can specify phone number and email and specified campaign. I'm going toe associate this new lead record for John Demo with the user conference campaign, and when you're done with this record here, you can click save in the quick create menu. So now we have a new lead called John Demo. If I were to click Go, he will now be in our list. You can also select other list views. Here's today's leads, for instance, and that refreshes. Did you show me John Demo? You can also is, well, disc licked new lead from here and create a new lead, and this gives you. Ah Fuller. Screen of information. If you have more details than what's available for quick create, you may want to go this route as faras specifying the details on a lead record. And so we spent a lot of time on leads as far as how they're created and how they're converted. And next in the next lecture, we're gonna talk about corresponding with leads. And so we're gonna be getting into email. Web to lead auto responders, mass emails and more. So stay tuned for corresponding with leads. 3. Corresponding with Leads in Salesforce: Hi, guys. This is Mike Wheeler again. Thanks for continuing on with the Salesforce New user training and now we're getting ready to get involved with Corresponding with leads in cells. Force some of Leeds tab here, and I have the record for John Demo pulled up, but we created him earlier. If you don't have him created in your system, you can take a moment to do that. You just fill in a new lead record filling the company name and my lead status is open, not contacted. It's only say corresponding with leads the primary ways or methods that we correspond with leads and sells forces v emails and calls. So if you look under activity history, we have two primary buttons that we want to focus on lager. Call and send an email. And these are primary channels for corresponding with lead records or people that we considers leads and sells force. So, for example, if John Demo were to call in tow our company, we could record an incoming call or if we, as a sales rep, decided to call out on John Demo, we could log a call as an outbound call to him clicking the log it call button here in the activity history related list that brings up the log a call screen. You see here that this task information a lot of this pre populated. It's what the status of completed were logging a completed call. And while you're on the phone, you could be adding comments or notes here in the comments filled. But we have this task assigned to the geezer that clicks on the log a call button for the subject you can fill in other subjects of an call. If you click on this icon, you can bring up other things, such as emails in letter saying quote or other. But we're gonna keep that designators call. The due date is today's date, and so I'm going to add some notes here and say that John called to discuss the opportunity . This is the free form box. You can have this customized by your admin to signify their inbound or outbound calls, and then you can also schedule followed task. Let's say we've completed this task long in this call, but we wanted to assign a follow up tasked either myself or someone else. You could specify who to sign that to than the subject. I will say, Cindy Mel, with the due date of later today, status is in progress. You could say completed, went on someone else or deferred said a priority, decided to high and then add comments. So this scenario John is called in I'm gonna send him would follow up email later today. I must set the reminder for 5 p.m. So now that we've longed are call were returned to the John Demo lead record. If we scroll down under activity history, we see the inbound call that's been recorded in the related list here. So then the other way to interact or correspond with leads and sells force is by sending emails. And so if I click the send an email button here in activity history, that brings up the email composition or email message window. And so the email format, by default, is text only. We can click here to switch to HTML format, and that gives us more control over the appearance of the email. It feels in the name of the lead that you're wanting to send the email to automatically. When you click, send an email from the lead record, and it fills them in in the two filled. You can click this icon here to search for AH, lead record and type of an click. Go and then select by clicking. The Link could also send the email to additional email addresses and also carbon copy other people you know so blind. Carbon copy. That's what the BCC is. I've got my own email address there, and that will send me a copy of the email that I send out of cells. Force Blind Carbon Copy means that the recipient can't see that I'm also sending a copy to myself. That's kind of standard email functionality, the BCC or Blind carbon copy entering a subject for your email. Then you type the body of your email, and you can control a few fonts that you can use. For instance, aerial Over Donna, are you consent size for your text? So this is just a standard email that we're sending html email. There's not a lot of formatting here. If we wanted to include, we could include bold text or other formats such as italicized or underlined. We could create links I selecting text like if I wanted to create a link from my name to my website. I could feel that in here. So what? Your email is done, you can click send, and it will send the email to your lead record as a way of corresponding with them. And so if we scroll back down to the activity history, we now see that I've got an email here with the subject also after the email specifications , and I can click on this to view the actual email that was sent. We see the information related to the email, the address information, the message content, and we've got in the footer here powered by cells force because this is a free developer account. This were a paid like enterprise level account that would have the power to remove that in the footer. But we're not gonna worry about that right now. In your own instance, if you're in your own salesforce or get work, then that will probably customized by your administrator. I'm gonna go back to my lead record of John Demo here. When I click on this link under sender and recipients to go back to his lead record, send one more email than once again. I'm gonna use this HTML format, but I want to show how to use email templates. So when you're emailing someone, you could just do freeform text like we did before, where you could select a template there. Several templates that are available in your free Salesforce account. And if you were in a work environment, there's probably email templates that have been set up for you and someone. He's one of the sample support email templates, and this is the Templar. This updates the subject of the email, and you know it's here this summer says your case has been updated. This is just a example of using an email template. There's some pre formatted and pre filled text that comes in and says Your case number has been updated. Please click on the link below, etcetera. So this just gives you an idea of how email templates work. So rather than sending this, I'm gonna go ahead and cancel this. There's other email functionality that you could do in cells forces faras, adding members to ah campaign or an email campaign will be getting into campaigns later. In this course, you can also do mass emails, and there's a lot of limitations around sending mass emails on the free Salesforce accounts . So we're not gonna really go into that early in the course here, but also nothing I want to highlight as well. In addition to seeing the email that's sent from the activity history, you could also see in the HTML email status here at the bottom of the league record the history of the email. That's been since you can also see the date that it's opened. If it waas, the number of times has been opened in the last time that it was open, and so this gives you more visibility. If you send emails via HTML, you can start to track open rights. And so it's always recommended that use HTML email from Salesforce. Whenever possible, some users will only open their email is text and won't allow you to track their open rights. That's hard to get 100% accurate open rights. But if you're in the marketing field and looking to correspondent leads, you're probably used to You wanted to track those click through rights and open rights. And so HTML email is the preferable means for corresponding with leads. Now to wrap up this particular lecture in the recap we have correspondents leads through logging calls and by sending emails and then beyond that, there's other things you can do under activity management, such as creating tasks and meeting requests and events. And that has more to do with scheduling things with a lead and not corresponding with them . So we'll get into activity management as relates to task events, meaning requests later in this course. But for now, it will wrap up the corresponding with Leeds section it. So next as we get into corresponding with leaves, the next natural progression would be to do internal collaboration as it relates to Leeds. And that would be through these cells, force tool of chatter. And so stay tuned as we delve into chatter, and we look at how to do lead collaboration with chatter. 4. Lead Collaboration with Chatter: Okay, let's talk about lead collaboration with chatter. Chatter is the social network of cells force. It is used for primarily internal communications with chatter. You can follow records or people, and so we're really started out on the marketing side of things dealing with leads. And so we talked about collaborating with lead records. We're talking about chatter, and I'm seeing cells force moving the terminology of chatter, more to collaboration. And so when you see the word collaboration, just think of chatter. So I'm on my home town and you see here in the middle I have my chatter feed displayed, and I can hide it by clicking hide feed that scoots up the screen to show my calendar task and any approval items I need to prove so clicking again to show the chatter feed, it reveals some of the chatter updates have made recently as faras some updates that have made two records, and so then as well, I want to highlight this chatter tab. If I click on chatter, this will show my chatter, feed and also some links here on the left before we go too much further than I want to show where you set up chatter in your own cells force instance, because if you go to your home tab, if you don't see a chatter feed or the option to hide the feed, that means that Chad has not been enabled in your organization. And so to do that you click on set up and then in this search field here on the left is typing chatter. You said there's a lot of options here that contain the word chatter. We want to look for chatter settings, and I just wanted to show you that I have chatter enable in my own instance. And so if you don't have chatter and able, just simply click at it and then check enable and then click save in order to enable chatter. So I'm gonna go back to the chatter tab and show you some of these things are highlights of these links along the left. There's links for any chatter messages, and this is kind of like doing a direct message where you can message someone else. My chatter feed. And then you can break that down your food to any chatter base that have been addressed or directed to me. Anything that I've bookmarked anything that I've muted than any chatter poster to the entire company. And beyond that, you can select people and see other people that you may choose to follow or send a chatter message to. Someone had clicked the plus sign next to these other people in my salesforce organization . These air sample user accounts that were set up in my own free salesforce instance by default. So I'm gonna follow chatter, expert and then user integration and use their security. It's what this means that if those users were to post anything and chatter, I would get an alert on that. And so then, another thing to keep in mind is that you can not only follow people, but you can also follow records. And so here, in a moment I'll show you how to follow lead records, because that's what we're talking about, collaborating with leads. But before we dive too much in lead specific things, I wanted to take a moment. Since this is the first chatter specific lecture in this course to go over some of the set up in some of the high level overview we're gonna be going into collaborating with other types of records later in this course is so be a little bit of a repeat, but with the nuance of different types of records to kind of drive home the point that you can follow lead records, account records, contact records, opportunity records, cases, etcetera. Beyond that, you can also see any groups that you may belong to. And so right now I have all my quicker media. This would be the default group for my entire company, and you can create additional groups by clicking new group. There's links for active groups, archive groups and then beyond that, any files that you may have uploaded to chatter and then any topics. Now this is really bare bones right now because we've not done any chatter posts. So let's get this populated by corresponding on a lead record. And the thing to bear in mind is that corresponding via chatter means that this is internal communication, not externally. Thing that's posted is not visible outside your company. And so if I were to go to the John demo lead record, we have his lead detail here, and we looked this earlier when we were corresponding the email and phone calls. If you remember some of the activity history with emails and calls, we're down here. We logged a call and we sent an email. But now we want to do some chatter activity in, Do some collaboration internally on this John demo lead record, someone clicks show food. And now here's the chatter feed for John Demo, and I'm going to do a post related to this lead record. Now, John Demo will not receive a notification on this, but I'm just at a note. And then another thing to highlight is that you could do additional formatting like if you wanted to bold or italicize you can do that. And you can also do things such as doing number two bulleted list. So I'm gonna share this chatter post, and this will just appear in the chatter feed for the John Demo lead record. Now I can click here to add topics, and so I'm going to add just a topic and click done. So you see, now that this is filed under the topic of cells lead If I were to click on this, this takes me to a topic list under chatter, and you see the breadcrumbs Here in the top, left under chatter topics cells lead. So I may have other posts that have been tagged with the cells leaders. Kind of like a hash tag mentality in Twitter. This is a way that you can file away different statuses or posts under different topics. It's the chatter, uses topics for that's let's go back to the John demo lead record we see in the chatter feed. If I click on the down air, I can edit this. Let's see if I want to do an at mention. If you're familiar with Twitter, use this at symbol. You type of person or group's name did notify them about this update. So I'm gonna notify my chatter expert. And as you type, it begins to show any matching search results. Someone a click on chatter. Expert. If you notice the form of this at mention has the person's user name inside of the brackets and the one click save. So now this, at mention, has been updated to include chatter. Expert And if I hover over that, you can see their user account is so chatter. Expert of this user. Internal users on salesforce in my instance would receive a notification that they've been mentioned by me in this chatter post. So then, in addition to creating post, I want to highlight is well and chatter that you can upload a file related to a lead record . And so what you could do is you could select a file from cells force or upload a file from your computer. And so if I select a file from cells force, you could select any files that you've previously uploaded. An example would be affairs things in our libraries, farce cells, literature, assets. I'm not uploaded anything here, so I don't have anything available you'd simply select from the search. Or you can also upload a file from your computer, and that's the traditional mechanism you click. Choose a file and you would uploaded here beyond posting a file or posting a status update and chatter. You can also select a new task in chatter and then also as well some cool things you can do from inside chatters. You can log a call. You can create a new case. You can create a new note, a new event. Ah, link. You could link to John Demos linked in profile. For instance, you could create a pole or a question these air customizable by your admin and these air known as actions. And so you may or may not have some of these available in your own Salesforce instance. But the's should be available on lead records if you've set up a new Cells force account when he's free developer accounts. And this is a quick way that you could log a call, for instance, and it's relate to this lead record, and you can also related to an opportunity someone logged a call. It shows here in the chatter feed of a couple of things. You could create a pole and have your options and share that so that then users could vote on or make a decision on a poll question that you post in. Someone say yes, we should call John. I know this is kind of a simple example, but wanted to exemplify as well that part of the social interaction and chatter allows for polling. In addition, you can post a question I'm gonna cancel out of that and let's go back to chatter Now. A few other things the high line do you see here in my chatter feed? We see this poll that I created in this call that I logged and then as well, there's some recommendations on the side here. They're recommending that I follow this contact record for Miss Stella Pav Lava, which I'm gonna go and follow her and then as well, I want to spend a moment on groups. And so we showed earlier that there's a company wide group by default in every cell's force instance upon creation. And it's your company name. So it's all and then your company name in minds Mike Wheeler Media, If I were to click on this, it will show the members, which is just myself, and I could add additional members to that. And I'm gonna add the chatter, expert user, the integration user and the security user and click done. So all four users in my order now in that group, I click here on groups and the breadcrumbs on the left will go back to the higher level of all groups or recently viewed groups in my Salesforce sword. I'm gonna collect new group to create a new group and we call this you Timmy course. This is a sample chatter group, and so you consent group access to public by default, where everyone can see updates and join where you can set it to private and only members can see updates and membership requires approval. That's where if someone wants to join, they could request access and then myself, as an admin of that group, are created that group in either grant or not allow them to join the group. I can also invite customers to this group. This is where you could open this up to external users through like customer community that goes beyond the scope of this lecture. There's ah lot that could be covered with chatter. And if you're interested in learning more about chatter, please reach out to me. Let me know if you would be interested in a more advanced course related to chatter, specific topics or chatter as an administrator. But as far as for an end user, we don't need to go that in depth. And so then, also, beyond allowing customers, you can also do broadcast. Only only group owners and managers can create new post group members can comment on the post, and that means that they can't create their own posts. So I'm gonna set you to me course chatter, group to private and Click Save. And so now I've created a chatter group. And so as it relates to Leeds, I may want to create a chatter group that has to do with created Shadow Group that's just specifically dealing with leads. And there may be people in the marketing department that would want to join this group, someone click, save and make this a public group. And so now I've created a couple of chatter groups. Now, if I go back under the recently viewed groups in addition to my all mike weather media, I have my, you know, me course chatter group with a lock on it here that shows that it's a private chatter group and then the chatter groups for leads. This one is open for others to join and not have to request access, and none of these have been opened up to external users. And so these are all internal employees for my quicker media that would be able to access these chatter groups to then finally probably wondering, How can I get notifications like if someone were to add Mention me. How do I find out about that? And so, if you click on set up, you command your chatter notifications. And once again, the type chatter here on the set up field on the left to narrow down the options on the set of many on the left. If you select e mail settings, this is where you can allow users to receive chatter. Emails apply custom branding them or and so here's where the general settings you can allow emails. This allows users to receive personal chatter. Email notifications. You could also allow email replies. Allow posts via email, allow attachments via email. You can also show Salesforce one mobile app, download badges and sew. Those badges have to do with directing users where they can download that salesforce one app in the IOS App store or Google play. You also specify the from name and email address for any chatter, email notifications and specify setting a Sfar as's branding for a logo on foot or text, and then you simply click save. And so that's how you can receive notifications on chatter. Post. If you're in a sales force, instance where you don't have set up access, you would have to request that from an admin if you're not getting your notifications on your any chatter at mentions, for example, so then beyond that, some other things that users conduce and chatter is that you may see a post, and you might want to add a comment to that. Please click on comment, type of comment and click the comment button. Another thing you can do is you can like these different posts or replies, and that works much like Twitter or Facebook and other social networks that you may be used to and then as well, clicking on these down arrows. You can add bookmarks. You can add topics. And then I mentioned previously about muting. This would be commuted post. You're not going to receive any more notifications on it, and it will hide it from your feet. And so it's a way to kind of archive things and get them out of your chatter feed. If you're wanting toe stop receiving notifications, I'm going to follow John Demo, one of my lead records that we've looked at previously. And so with us talking about collaboration on lead records if I go to the John Demo lead record. I see that I'm now following him. Here's the list of followers, and this has to do with me. Following his lead record, he does not receive a notification. He's an external customers or potential customers. A lead. And so I am following any updates on his lead record. If I wanted to unfollowed, I just click the X here to no longer follow this record. So that really brings things to a close as Faras collaborating on lead records using chatter and sells force. So please stay tuned for the next lecture, which is creating campaigns. 5. Creating Campaigns in Salesforce: OK, now it's time to talk about creating campaigns, and so I'm on the campaign's tab here. From there, you can view various lists, views of campaigns. Right now, we have all active campaigns or my active campaigns, which would be ones that only I myself own. If you click go, you'll come up with a list of all active campaigns. And so we see enough in this list view that there's a couple that have been completed and a couple that are planned. This one here for User Conference is one that recently created previously in this course and few. These are ones that come by default in the free Salesforce developer account. And so, if I were to expand this column, I can see the names of these campaigns. And so the way to create a new campaign, though, is did simply click new campaign from the list view here. So then we come to the new campaign screen, and we have to give this campaign and name. And if you remember, a campaign is any sort of marketing effort where we're trying to attract new leads. We can also include contact records in a campaign and so This is just a way of grouping these people together to then do some sort of marketing effort or follow with. And the end goal is to be able to measure the results of these different marketing efforts and see what has an influence in closing deals in what gives us the best return on investment of our marketing dollars. And so for this campaign, when you call this Facebook campaign and I did here is that we're creating campaign for a marketing initiative that we're gonna run on Facebook. We're gonna make this campaign active and select a type. For now, we're just gonna call it banner ads and we probably ideally, we would have a type called Social. But for now, we're gonna ransom banner ads in Facebook. And so we're selecting the type of banner ads for the type of campaign, and then the status is we're in the planning stages right now. We could say in progress or completed or aborted when a start date, and we're going to inundate and specify those various days. This will give us the date range for our campaign to be running and then we have other fields. This is around some of the expectations we have for this campaign. As far as expected revenue, we are hoping to realize from this campaign the budgeted cost and you can enter an amount in these various fields. The actual cost would be the actual cost of the campaign after the fact. This is something that you could put in a preliminary number like if you've already spent some money on this campaign, and you can update this later after the fact to reflect the actual cost of the campaign, the expected response rate. And this is the expected number of leads that you're hoping to get from this campaign so that, for instance, if you reach 100 people, you have expected response rate of 2%. You're expecting that to people will either pick up the phone and call without visit your website and fill out a form and basically do the desired call to action. And in this example, we have a Facebook campaign or a banner ad is so you may be driving people to install a mobile app or call a phone number or send an email so really just boils down to what you're called action is in your actual ad that is part of your campaign. And so then you also want to record the number sent if this has to do with emails being sent or flyers being sent and would leave that at Xerox that it doesn't really apply. In this example, you can also associate a parent campaign. This gets into campaign hierarchy. And so previously we saw another campaign that was called User Conference. If I were to search for that campaign, I could pull that up and associate this with this Facebook campaigns and have this enter into a hierarchy to where this Facebook campaign could be associated with his parent campaign of user conference. And so, for instance, if we were doing a user conference and had apparent campaign for all marketing initiatives for that user conference, we could have a child campaign where we're running Facebook ads and driving traffic related to this user conference. So I'm gonna go ahead and associate this Facebook campaign with this user conference campaigns that we can show the hierarchy after the fact and the description. I'm gonna add a description here and then click save. So now we see the detail page for Facebook campaign and scrolling down. You see some of the related list related the campaign. You can see the campaign hierarchy, for instance, where you have the ability to view the parent in the hierarchy. I click on that. You can see where this particular campaign falls. In the campaign hierarchy, we've got the user conference campaign is the parent, and then we've got a Facebook campaign is one of the child campaigns. And so if I go back to my Facebook campaign, I go to the detail page. You see these previously entered data points for the starting in date, expected revenue, the response rate. Who created this description? Then we got these running totals for the total number of leads. And then those that were converted told number of contacts, the number responses as well as the number of opportunities, one opportunities and then the value of those one opportunities. So as time progresses and we start generating some leads from these campaigns and also converting those leads into contacts, accounts and opportunities which I showed earlier in previous lecture and then some of those opportunities end up being closed and one we start realize this revenue that could be tracked back to specific campaigns. And you can start to see what marketing efforts are driving the most revenue and generating a good response and then allocating your marketing budget accordingly. From here, we've created the actual campaign and think of this is a placeholder where we're going to house campaign members and this is where we associate contacts and leads with a campaign and that would be under the campaign members section. 6. Executing Campaigns in Salesforce: Okay, so we previously created target lists and sells force, which involved adding contacts and lead records to campaigns. And now we're going to get into executing campaigns and then the following lectures gonna be tracking campaign responses and sells force. So these next couple of lectures will really round out the entire experience for you As far as creating a managing campaigns and sells force. We actually will revisit campaigns later on in the cells section of this course when we deal with campaign influence. And that's where we get into measuring our lives. So now, as faras executing on campaigns or working campaigns and sells force if we click on the campaign's tab, will revisit our previously created campaign called the Facebook Campaign. So we've just added members to the campaign, and we have the list of campaign members, and then as well, you could add additional members here just as kind of a quick recap. Or you could remove people from a campaign by clicking remove and so over time, as you begin to correspond with people and sitting them either literature or interacting with them in a trade show. Or what of your campaign? Maybe you're gonna need to update the status of these campaign members that as well for these campaign members list here you consort thes columns by clicking the column headers. So, for instance, if you wanted to sort by title, you could click on the title to see who the VP's are. For example, you could segregate by company and then as well you see, or just as a reminder that campaigns contained lead records and contact records. And so we've got the status here as faras the different statuses of a campaign, and you could sort those as well. All these have been sent some sort of correspondents in the campaign, and so you can actually select to update status of campaign members. And so let's say, for instance, that we've sent some sort of correspondents in this campaign to these three Jim Dough people with ABC Corp. We can update the status to responded in this example, and it says that I have successfully updated status of three members. So now if I sort by status in my list, I see that these three people have responded to my campaign. Let's look in their records. This first person is a contact. And so we now see the status has been updated to responded. That's actually the campaign member detail. That's not their contact record. If I wanted to go to their contact record of a click here on the contact filled, that's a look up to their contact record. We see that I'm on Jim Dough, one with ABC Corp. And he is a contact, and we see his lead source was purchased list until your reports to did that work chart. And then as well, we see his campaign history. So now that Jim Dough one has responded to our campaign in some form or fashion, we see in the campaign history that he did respond against the date in the time that he responded. And so if we click view, that's how we get back to the campaign member detail. And so the way the cell cycles work in businesses that someone becomes a lead and they floated salesforce either by calling or emailing or web delete former these different channels that we've talked about previously. At some point we convert them to a contact, and so now we can add these people either as leads or contacts to a campaign. They respond to the campaign. They say they're interested. Maybe it's downloading a white paper from a website or calling to ask for more information . So at some point you may want to create an opportunity that's related to this campaign. So let's say that we've got Jim Dough one on the phone, he's called. He's responded to our campaign saying, Yeah, want to explore doing business with you in our example company that we're working with here and sells force, we sell generators. It's a fictional manufacturing company that deals with creating generators. And so let's say that Jim No one received a brochure by responding to this Facebook campaign, and now he's called and he's wanting to place an order or he's wanting to get a quote. At least that's probably a better example in the real world is that someone wants a quote or was pricing information, so we're gonna create an opportunity from this campaign. So when we talk about executing campaigns, giving you a flavor, an idea as to how the campaign can start to become an opportunity and so we'll get into opportunities much mawr in the next section that deals with cells, and that's the attained section of this course. But for now, Melinda quickly create an opportunity from a campaign member detail page. So I've given this opportunity a name, and the lead source carries over from the lead source from when this Jim No. One was a lead and he came from a purchase list. And I could change this if I felt like this was really a different, appropriate lead source for this opportunity. And we can assign a potential amount to this opportunity into an estimated close date on the opportunity and then setting the stage for proposal or price. Quote the primary campaign source. This is important as faras pegging this to the primary campaign that led to this opportunity being created will show how to track our ally. Later in the cell section of this course, you can add a description of further information related to the opportunity, and we're gonna click save. So now this campaign is starting to bear some good fruit. It's leading to some opportunities being created, and we will talk a lot more in the next section as well. On the different stages of opportunities they expected revenue. The probability percentage and how this ties in with the primary campaign and measuring our ally. But for now, we have begun to execute on our campaign, and it's starting to show some numbers here as far as it converted, leads the total contacts, the total responses, a number of one opportunities, and I've actually closed out. One of these opportunities on this campaign is one previously before recording this. And so we've got some values. Here's faras total one opportunities and you start to get some metrics around the performance of your campaigns, and you see the budgeted costs and actual cost, and then comparing that to you know, they expected revenue from this campaign versus the total revenue from one opportunities. And you can see how, as you work through the life of a campaign, it sells force. You can begin to really see the return on your investments, and now we're beginning to see this campaign really take shape, with some opportunities in different stages in different amounts. The next we're going to get more in depth in tracking campaign responses in cells force 7. Tracking Campaign Responses in Salesforce: Okay, so now it's time to get into tracking campaign responses and sells force. And when we say tracking response is, we really are talking about updating the status of campaign members. And so if we go into a campaign and we're gonna go into our Facebook campaign that we've been working through in previous lectures and we've got our different members of our campaign, if I click on the related list, I see here that we've got various campaign members and they could be once again leads or contact records. So one thing I want to show on this if you click on a campaign member from here, it brings up the campaign member detail, and you can see the status of sin so you can actually update their status on a campaign by clicking the edit button here and selecting responded. This is a way you can manually update campaign status for individual member, So that would be if they respond to you through, like email or a phone call, for instance. So then, from this campaign member detail page, you can go and click their name in order to go to their lead dig, Tell Paige here you see the lead status is open, not contacted, yet not want to change that toe working. They've now been contacted because they've responded and clicking. Save says you start to work through some of these potential leads and qualifying them to become eventual contacts and creating opportunities. You begin to see how you can get more intelligence around your campaign management. So we're tracking or responses on the campaign. We see now that this status in their campaign history shows responded. And then this responded check box has been checked now. And so One thing I wanted to mention briefly, while we're on this particular lead record is I've got elite source, set Toe Web and so beyond emails and phone calls. Another way that leads can come into cells forces through what's called a Web toe lead form . And I'm not gonna go into how to set up a Web delete form that's more of an administrator function. But if you have a website for your business, you can set that up with a Web delete form so that if someone feels in that information, it flows into yourselves. Force instance as a lead that you can then start toe work. So what a minute is? Just show you an example on the front end of what a Web delete form actually looks like. OK, so this is my website on the front page. I've got an actual Web delete form, and so this is Mike Wheeler media dot com, And the idea here is that I want people to fill in their name and their email address and signify their interest in any upcoming courses and some of these courses I already have created other ones I'm basically gauging interest in. What do people want to learn? This is a way of actually surveying people's interest, and that helps drive my decision. Making a what course to do next is so beyond that, this is an example of lead lead form. So forward Inter, in my information here, would put in a fake email address. And let's say I'm interested in my admin course and click submit. So now that is an actual lead record that's gone into my own personal salesforce instance, which is not this one here. This is our free cells force accounted, So that's how lead source would come in as Web and So let's say that this miss you, Gina lose, She has responded, and we have updated her status. And so, once again, going to the campaigns tab, selecting a campaign going to the campaign members related lists, you can actually go to the full blown list. We see the status here. You could do this and bulk. You could do multiple updates, status functionality by clicking multiple campaign members and obtained this status here. So now we're beginning to track campaign responses, knowing individually and manually. But through lists, views now, now going back, let's click back to the Facebook campaigns. I want to show you how to get back to that screen. So from a campaign, if you click the down arrow on the manage members button and we can actually get back to that screen by selecting edit members search. And this gives you the campaign members for this particular Facebook campaign Down here at the bottom toe, where you can actually select people and remove them, for instance, by checking the check box next to the desire people you want to remove from, the campaign would select a couple on click remove, and so we're on the existing members tab, and it shows that there's 23 members in this campaign and I could filter the search results to just show people with a status of responded, for instance, and click Go. And this will show me only the people in the campaign that have responded. And it is, Well, I can add additional people to a campaign from here, and I could search for their leads or contacts, and then you can filter you know where to narrow down the search results. Just click go. This will pull up all leads my instance, for example. Then you can mass select people from a list view here checking this first check box. I could be select someone at this point by on checking check boxes. Then I can add these people to the campaign with the status either sent to respond. Someone add these people to the campaign, and let's say that I pulled these in through some sort of filtered search and these are people that I've gotten responses from the email. I could do these in mass with the status of responded in order track campaign responses. So in one process of added additional people to the campaign have added members to the campaign and of updated statuses is well, you know, also update member status via report. And this is just another way to track responses to your campaign. Once again, that just has to do with updating the status as you're working these campaigns and tracking the responses and sells force. You really want to track those in the status field here. 8. Campaign Collaboration with Chatter: Now we're going to discuss campaign collaboration with chatter in order to enable chatter on your campaign records We need to go to set up and then in the set up men, you search for chatter, and we want to click on feed tracking. And next, we need to find the campaign objects. So click on campaign and we need to select enable feed tracking. So we're checking there. We can now track in chatter any updates to any of the following fields, you know, to get chatter updates, so we're going to go ahead in select most all of these checked boxes. I'm also going to select all related objects here and click Save. So we now have the note that says you're changes have been saved. So now that we've enabled feed tracking for campaigns, we can go to the campaigns tab, and we should be able to see the chatter feed if we go to a particular campaign. So going to the Facebook campaign, you see now that we have a chatter food here and we can actually collaborate now on campaigns among individual cells, force users inside your organization so chatters useful and being able to Post updates related to records and sells force, and you think of it like you would Twitter. But it's for internal use, and it's a way to provide social interactivity around different records and sells force. And so we're dealing with campaigns in this particular section of the course. So if you want to collaborate with some of your co workers on a campaign, you could add updates or do a post her status update related to this Facebook campaign, for instance. And so you see here that I've added a status update for this post, and you can also Bolden italicized information we've got. This was the wig editor that provides for formatting capabilities, and so you can go through an experiment with that. As you wish. You also have the ability to do numbered lists. It also supports bulleted lists. So once you're ready to share your post, you can click share and your post will display the chatter feed for the campaign and so people can go in and see any activity on chatter related to this campaign. If you want to hide the chatter, Fiji's click here for hide feed and that will collapse down the chatter feed. You can click show feed to show it again. You can go in and add topics to your campaign as well. And so I previously attacked this campaign with a few topics so far were to click on these topics. It will take me to any chatter post that relate to this particular topics. I'm gonna click on Facebook campaign and should be only just this one campaign. And so we've got a chatter list view here under topics for Facebook campaign. If I click on topics here in the breadcrumbs, you should see all current topics in the organization. I've got four total and so you can go in and you can follow these by clicking the plus signs. I'm gonna follow the cells lead topic. I'm gonna follow these other ones as well. There's also some information around how many people are talking about different topics as well. So you can go to this view here once again by clicking on the chatter, tam. And then you can navigate to topics by clicking here a the bottom, a few other things related to chatter that air helpful. If I go back to the chatter, town is you can click on what you followed, and that's what is selected by default what I follow. And here's the chatter feed for the things related to me that I'm following her that I've done. And then as well you can view any chatter mentions that have been made to me or any cheddar post that I've bookmarked anything that I've muted and then everything for the whole entire company. If there were other users, you would see chatter post by their users as well. And it is well in chatter. You'll notice that, like the company name will display here, and this is pulled in from whatever you enter at your own company name. And I put Mike Wheeler media in there for mine. And then as well, you can see your chatter messages these air like direct messages that you can send to other users as well. On the chatter home page, you can see other people that you can follow and also other records that are suggestive. These air recommendations. You can also get the Salesforce one out is a recommendation for you. Here, skip that and dismiss that. I'm gonna follow John Demo, and I'm gonna follow my company, my quicker media, and just start following some of these suggested items. If you want to dismiss one of these recommendations without following you, just click the X sign, and it will no longer appear as well any topics that are trending. As more more topics are added, they'll start to show here in the trending topics. So now I'm going to show an example of a campaign chatter post when, when, at mention a user. So if I go to my Facebook campaign and I previously posted this chatter, plus I'm going to another one, I'm gonna at mention one of my users. As you type, you see that any matching results display below someone is select this particular user in an at mentioned and I'm going to a hashtag as well. And as you do the hash tag, you see that any matching topics displays well and so I can select from a list of existing topics in my salesforce instance, and I showed previously, a couple of the topics were Facebook campaign in just the word Facebook. Someone has select Facebook, and that will then include this particular post under that hashtag, which is also known as a topic and salesforce chatter. And so we're starting to collaborate now over this campaign with other users, some involving the security user and at mentioning him and doing a hashtag topic for Facebook. I'm going to have some sort of post here. Talking about this campaign is My note here is I'm saying this campaign is ready to start advertising against the idea here, being that we're ready to launch it and start to its mad buys on Facebook toe. Have some banner as to start potentially either driving app, installs or website visits or some sort of call to action. So I click share, and now you see my chatter post, and I've got the at mention of the security user but hover over that. I could see he has used her record, and also there's some data around what level of chatter user he is. He's signified as an observer currently shows that I'm following the security user, and also there's a link here where I could send him a message directly if I wanted to. If I click on this Facebook hashtag now, I'll see that this brings me to any chatter posts that have to do with Facebook, and that's under the topics there. So we see now that we still have the one person talking about Facebook because I've been with one doing the chatter posts about that. As you start to work these campaigns, you can see that users can start to follow records and make updates, and this is a way to get information conveyed between users and not have to rely on email to do that. The problem with email is that only the recipients of the email can see it. And this is a way that you have a historical record of what's been done on campaigns or other records and sells force so that if new users come along and need to help or even managers want to see what sort of activities been happening, they can see what sort of correspondence has been happening on a campaign by looking at the chatter food. And also you can follow a chatter feed in order to get notifications, and it'll show here who also following a campaign, for instance, and so chatter is a very powerful tool and one that will be revisiting as we go through the rest of the sections of this course well later. Once we deal with cells and service will be looking at collaborating on opportunities and accounts. And and for every major object that we deal with the cells force, I'll show you some of the nuances of dealing with chatter as it relates to that particular object. And so, for campaigns, you start to get the idea that it's a very powerful tool to drive collaboration and keep people on task and to be able to quickly communicate. And so next, we're going to be getting into the attain section of this course, which deals with cells, management, automation and optimization and sells forces, so stay tuned.