Welcome to getting started with Salesforce Essentials
In this video you will learn how to find more prospects, win more deals, and keep customers
happy with Salesforce Essentials. Let's take a look.
Essentials is also really easy to set up and configure. For example I can connect my email
and calendar to Essentials simply by going through a few steps in the Guided Setup Flow.
Now let's work some Leads! I'm going to start with my hot leads.
This is a lead record for Danny Franklin, head of HR at Digitex. Salesforce Essentials
automatically populates the lead record with every email and calendar entry between me,
Danny and all of my colleagues who also connected their emails.
I quickly see by looking at these emails that Danny is really excited about our new product
after he met with my co-founder Dave. Our product just launched, so I'm going to
reach out to Danny right from the lead record. Salesforce Essentials comes with Salesforce
Inbox, a powerful sales productivity tool that combines email, calendar, and CRM into
a seamless experience. I get a response from Danny ... Great! He
wants me to come out and present to him and his colleagues next week.
I can easily respond with my availability and let him pick a time that works best. And
this availability is dynamic. As these time slots get booked they will no longer show
in my email to Danny. This is so much easier than emailing back and forth!
Of course Salesforce Inbox also makes it easy to pull up the relevant Salesforce record.
Since we are now talking about a potential deal with Danny, I’m going to convert this
lead. When I convert a lead, Salesforce automatically
creates the corresponding Account, Contact, and Opportunity records. I'm simply going
to give my Opportunity a more descriptive name and hit convert.
Great! Now all these records have been created, so let’s take a look
The account record contains all the information about Digitex, Danny’s company. Notice how
the activity pane on the right shows the email exchanges and calendar entries that we saw
on the Lead record. Salesforce makes it really easy to look up every communication that our
team had with anyone at Digitex. As I meet new stakeholders and pursue other
deals with Digitex, I'll just be adding related Contacts and Opportunities to this same Account
record. The Opportunity record doesn't just store
key deal info such as Amount, Close Date, and related notes and attachments, but it
also gives me and my team specific guidance for each step of the deal. Of course these
steps and guidance are customizable, so every team can use Salesforce to create a sales
process that works best for their buyers. Let's find some more business! Since we are
launching a new product, I'm going to send an announcement to all my Hot Leads.
A really cool thing about Essentials is that everything I can do on my laptop, I can also
do on my phone. With the Inbox mobile app I don't need to
be in the office to stay on top of things. I see here I have another email from Danny
... Nice! I got the deal! I respond to Danny with my availability
and switch to the Salesforce app. I update the Opportunity Record and give my
implementation team a heads up. When our customers have questions they can
reach out to us over Email, Facebook, Twitter, Phone, or a Self Service support site.
All these requests are captured as Cases in Salesforce.
I can view and work on these requests right within Cases, however Salesforce Essentials
comes with the Lightning Service Console which makes handling support requests a lot faster
and easier I pull up the Service Console from the app
picker. Now I can manage all my support requests in
one place and focus on keeping my customers happy. Let's go back to the Digitex case we
just looked at. As I open related records they come up as
sub tabs. This is great! I have a 360-degree view of the customer without having to toggle
between different screens or applications. Tracy is having difficulties setting up her
account, so let’s see how I can help her. Salesforce Essentials comes with Knowledge
Base which helps get the right answers to our agents and customers faster.
A relevant article is surfaced automatically based on Case subject and description, so
even if I haven't dealt with this issue before I, can easily get up to speed.
I can easily respond to Tracy directly from the Case.
However, this is a very common request and responding to Tracy is just one of my steps.
I also need to update Case priority and close the Case.
Thanks to Macros, I can easily respond to Tracy and update the Case with a single click.
Salesforce Essentials comes with Help Center, an easy-to-configure self-service site where
customers can go to find answers to their questions.
They can easily pull up Knowledge Base articles that you choose to publish...
...,and if they don't find the answer or have a more complex issue, they can easily contact
your support team. Managing all my sales and support interactions
in Essentials provides an incredible level of visibility into my business. With reports
and dashboards key sales and service metrics are always at my fingertips. For example,
the Sales Pipeline dashboard shows me how much revenue we have in the pipeline, and
more importantly how it got there. Where do our Leads come from?
How well do they convert to Opportunities? How do those trends change over time?
It would have taken me hours of analysis to answer these questions with spreadsheets.
Service Performance dashboard shows me all key metrics around our service performance
and customer satisfaction. Thank you so much for watching! Check out
the description of this video for other resources to help you get started with Salesforce Essentials.