Salesforce Certified Sales Cloud Consultant – Sales Productivity

1. Path and Lightning Page

The path Salesforce’s Lightning component is one of its most popular and popular features. Lightning, as it helps users change and view the current status or stage of a record in Salesforce without any hassle. Now I’m in my case record, and there could be a variety of scenarios in which your record contains so many fields that it’s not very time efficient for users to keep searching through all of these fields for one specific field just to change the page of this current record. So in my case record, as you can see, there is a vertical path generated over here that has multiple values such as “new,” “working,” “escalated,” and “closed.” So this vertical visual representation is nothing but the status field of my case record. As you can see, changing the status of my case record is as simple as changing the status field or the Lightning component path. So, to create a path, we’ll go to this setup page and search for path settings. Here you will see a list of all the already-created paths for your object, along with the path name, whether the path is active, on which object the path is made, the record type, and the action you want to take, whether you want to deactivate, edit, or delete this path entirely.

Now, at the bottom, there is a very small checkbox called “Remember User’s Path Preference.” So the help text says that a user’s path is expanded to show guidance and key fields on all their records until they collapse it. When this setting is disabled, paths are always collapsed when the page loads. So with each path value that is appearing at the vertical bar of our record page, you can assign some predefined fields that can give users direction or more details about this current state. So you have the option to disable the settings so that, by default, whenever the record page loads, those key fields are visible to the users. If this is unchecked, then those key fields will not be visible by default on the record page load. So let’s start by creating a new path. So I’m going to name our path name “casestatus,” and the object will be selected as a case. Now, as you can see, the object case is not appearing in this drop-down menu. That’s because we have already created a casepath in our Salesforce.org, and hence we are not able to see that object again. So make sure that when you’re creating a path for any object, just check and see if there’s already a path created for that object or not.

So let me go back to my path settings and edit our case path because the editing and creation processes of a path are basically the same. So let me just edit this, and you’ll be able to see the three steps that are appearing as they were when we first created a new path. As you can see, the case object has been selected with the Pick list field as Status. Now let’s click on “Next” and see what the next step is. So here we can provide some guidance steps for each of our status values for our path, so that whenever the user collapses this path, they can see some relevant key fields regarding each stage value. So, if I want that some specific fields are represented in the Key Fields section in the new status values, I can select those fields in my path settings. So here I can add or update fields from our available case fields from the left-hand side column, and I can simply drag and drop. Or I can use the arrow button that is in the middle of the screen. For each and every state, you can choose a different set of fields and some different text. You can add a whole paragraph for the users to see. For example, in the new status value, you can add what qualifies an opportunity or what qualifies a case to be new. More information about this new stage is required so that the user understands what it means in Salesforce. So in our case, I’m just going to write a very simple, brief explanation of what “new” means in a case status. So I’ve written the Acknowledgment of the Case. Similarly, you can add different guidance for each status value. Then click on Next, make sure that you select “Active” to activate this path, and click on Finish. Now, once done, our page reloads, and you’ll be able to see from the list of paths that your newly created path is now active. Now, on the page record, you might not be able to see the path right from the start because this is a Lightning component that you have to drag and drop from the App Builder to make sure that it is available on the user’s screen. So as you can see, the guidance for success for all of these has been updated as per what we have set in our path settings.

Now, if you’re not able to see the path, simply click on Edit, and your App Builder will open up. And here you need to drag and drop this Path Lightning component onto your screen canvas, and you can add the path for your record pages. You can also remove the whole Lightning component entirely by removing this whole component from your App Builder. So now I can show you how to add the path Lightning component to your screen from scratch. So simply drag and drop wherever on the canvas you see fit for your path to be visible for your users. You have the option to hide the Path update button as well by simply checking this checkbox. It’s always a good idea to give users the option of updating a record’s status because it’s much easier and less time-consuming than editing the record and then changing the status.

2. Email Tools

Now we’ll look at some of the different ways you can email in Salesforce. So, as you’re probably aware, one of the most common ways to email from Salesforce is from a record page in Salesforce. So here I am opening an opportunity record, and in the activities section here, you will be able to see an email option, a tab by the name of “email,” which you can use to send out emails through Salesforce. And whatever email is sent from this record, that email record will be attached to this opportunity record. So once you click on the email, some more fields get shown, like the BCC subject and email body.

So you can type in your message here, and you can even attach an outside file such as Excel or a PDF if you want. You can edit your text here, and this area allows you to add some rich text as well. And as you can see, this email is related to this particular opportunity record. You can either add a user here or send this message to a non-user. And you can add it in the “to” and “cc” sections of this email action. So right now, as you can see, I’m notable to send to some users in my salesforce.org, and the option is saying that this action is restricted. Now that’s because, as you can see, once I click on Send, you’re restricted from sending emails to this particular email ID. This email ID belongs to a user in my Salesforce. Now, if you see this error, then you simply go to the setup page and uncheck this checkbox under the deliverability action in setup. And once you uncheck and save, you should be able to add and send out emails in Salesforce. Now that I’ve unchecked this checkbox when I start searching for my user names, I can send an email to the specified email address.

And as you can see on the bottom of this page, timeline-type activity records are visible here, and once I click on the down arrow, a more detailed view of this email record is visible here attached to this opportunity record. So that’s how you can track various activities and send out emails from a Salesforce record. Let’s go to the setup menu and see some more email options that are available, and you might recall some of these options from your admin examination. Now, in the setup, if you type the word email, you will see a variety of options that are available. You can integrate your salesforce and your Gmail inbox so that your Gmail users can simply add or create records directly in salesforce from their Gmail and the context will be automatically synced with their tasks and context will continue to sink into salesforce records.

Similarly, you can do outlook integrations here using lightning sync, so that users who use Outlook for emailing their tasks and meeting appointments have their events and tasks created in Salesforce as events and tasks to opportunity and account objects. Then there’s Email to Salesforce, which automatically logs emails sent from a third-party email account as activities on Lead and contact records in Salesforce.com. After Email to Salesforce is activated, users will be able to access the My Email to Salesforce page to view their unique Email to Salesforce addresses and customise their settings. So that’s how you can simply enable this option as well. Then we have Outlook configurations, integration, sync, and various other options that, depending upon your business requirements, you can set up. Now, once you’ve enabled the Email to Salesforce option, go to your user settings, and you’ll be able to see multiple options here, like “How would you like to send your emails?” It’s either through Salesforce or Office 365, and how would you like your name to appear and what email address would you like to use as your return address? And what should the BCC settings be that you want to add? You can opt in to any email signature or setting from this page. Then, once you click on “My Email to Salesforce,” you will see your Email to Salesforce address. So this address is my own personalised email address, which I can use and copy and send emails to, and those records will flow into it.

3. Chatter

Salesforce Chatter is a free social collaboration tool that’s kind of similar to Facebook and Twitter, but only for organisations on the Salesforce.com platform. Now, Chatter allows users to collaborate securely at work to establish networks, share files, and share updates. You can follow people, information, and groups all within the company’s private and secure internal network. Using chatter, employees can communicate with each other, especially in large organisations with an extensive employee network or in small organisations with a workforce geographically dispersed.

Now, Salesforce Chatter provides a forum for anyone to share insights or propose new ideas, which can ultimately increase productivity and work quality. You can follow both people and documents to collaborate on sales opportunities, service cases, campaigns, projects, and tasks. You can also use the feed to post interesting articles, videos, website content, or other content relevant to your industry. For example, you can see that I have sent an update on the chatter for a user, Samantha Cordiro, congratulating her on closing a deal. I can also attach files and documents to this post here. Now, when I share this post, this will send an email alert and a notification at the top right corner of the screen to Samantha, as well to Samantha.

Following that, users can like, comment on, and share the post. You can sort or search this feed for various posts as well. For instance, I can sort my page by top posts, latest posts, or posts with the most recent activities. Then on the left-hand side, you’ll be able to see some options. Now, the What I Follow tab is used to track all the records, updates, or users that you are following on Chatter. So all the activity regarding the records that you follow, for example, field updates, all the users that you follow, all their activities, you can see on What I Follow. For example, if you follow a user named John Smith, you’ll be able to see the things that John Smith posts to all the feeds that you have access to. The feed I usually follow is the default.

Then we have the two-way feed, which shows the posts where you are marked or mentioned in an update. For example, if someone mentions you and you use the add-to-feed button, those posts will appear in the bookmarked feed, which displays the posts that you have bookmarked. The bookmarked feed gives you easy access to the posts you want to revisit. Then we have the company highlights, which show you the most active posts across your organization. Then we have the chatter streams. Now, these are the custom feeds that can be created in Lightning. By combining multiple related feeds into one, you can create streams that combine feeds from people, groups, and records like accounts, opportunities, cases, and much more. You can also create your own groups in Charter. For example, here I’m going to create a new group by the name of “Sales Team,” which is for the internal sales users who are on Salesforce. And in this case, I’m making myself the owner and the access type public. Then I have the option to create an image for this group. For the time being, I’ll just skip this. Here, you can add users to this group, and once done, you can see that a new group called “Sales Team” has been created in Chatter. All members who have been added to this group can now post, share, and comment on each other’s posts, collaborate with each other, and share files and documents, opening up a whole new world of engagement and collaboration opportunities.

4. Work.com

So now we are going to talk about work. So you must have come across this term in the exam guide. And this should not be confused with the standard work object in Salesforce because work is a separate tool, a separate feature available in Salesforce, and is used more as a performance management solution where you do a lot. of training-related stuff for your users, as well as record different coaching types requests from your users, and to thank and congratulate your users on the Chatter post. So we’re going to see how to enable that. Simply put, in the Salesforce Classic setup So simply search for “Work.com,” because as of the time of recording this session,

Work.com is not available in the Lightning experience. So once you’ve opened the work settings, you’ll be able to see multiple checkboxes. here settings, recognition settings, coaching settings, goal settings, perform settings, and skill settings. So I’m going to go ahead and enable each and every one of them. Turn on gratitude Action in the global publisher and recognition settings is to add tangible rewards to badges, change coaching settings, and give manager groups access to coaching spaces. Goal settings give manager groups access to goals, and perform settings turn calibration on for managers and administrators to get a big-picture view of performance across teams. So, I’m going to go ahead and save this page, and once I’ve saved this, I’ve enabled some of the features of Work. So once you have saved this, now you can see in the settings that you’ll be able to see more work.com-related options. Coaching Badge for Feedback received all of these options as part of the work.

Now, once I go to the Chatter page in my Lightning, as you can see, I’m not able to add or see some method to add a badge or a reward in my Chatter post. So I’m going to go ahead and add this new Work functionality to my Classiconly and Classic global Publisher layouts. As a result, in the lightning and mobile quick action Let me just add my thanks. mobile and lightning experience. Now once I click on Save and go back to Lightning, let me just refresh this page. Now, once I refreshed, I was not able to view the “thanks” option in my Lightning. So I’ll include the Quick actions in my Classic publisher. Now, once I’ve added this to my Classic page, let me go to the Chatter and add a thanks badge here. So there is a “thanks” option coming here; let me just select this, and now I can give this badge, or I can even change this badge type, and I can assign this badge to a user. So, for example, I want to give this badge to a sales representative who has successfully closed a huge deal, and I want to congratulate them by giving them this badge. So you can do this with worked.com. Thanks feature.

5. Salesforce New Mobile App

Now let me take you on a tour of Salesforce’s new mobile app. After you’ve configured your new Salesforce Mobile app in your Salesforce instance, you’ll be able to use the mobile app’s new Salesforce user interface. And as you can see, I’m showing this with the new Salesforce Mobile app user interface. Now this is the menu option, and at the App Launcher option that’s appearing here, as you can see at the bottom of the page of the app, you will see all the major options that are coming here and in the menu.

Once you go to the menu, you’ll be able to see all the items and the app launcher as well. To switch from one Salesforce application to another, simply navigate to the menu section and select the application you want to use. So this is the Account page, and now this page is divided just like the Salesforce Lightning experience on desktop. You have different sections here—details, related chatter—and you can simply edit the page here as well. Once you click, you’ll be able to see the Edit button here. Since I have a greater number of buttons in my sales record, once I click on the More button, I’ll be able to see the Edit button. And once you click on the details, you’ll be able to see all the fields that are available on the account page layout. Now, to edit this page, click on the Edit button on your Actions bar. So this new interface is really intuitive and really helps with the navigation of Salesforce Mobile. And now at the bottom of this app, I can see some objects: leads, accounts, and cases. Once I click on Accounts, I’ll be taken back to the Account list views, my pinned list view, which is all accounts, and I can have access to all the accounts in my Salesforce. You can also change your view by clicking on the down arrow to the right of the List view. Similarly, the same goes for the leads as well. Now let’s go ahead and take a look at the chatter. Once I click on the Chatter button, all my recent Chatterposts are here, and I can add a new post.

As you can see, once I click on the Post button, I’ll be able to share a post with any user and simply post it on Chatter. Then I can go back, and then I can cancel it as well. I can like, comment, or share the Chatter post from here, and then I also have the option of using the Global Action new task here. I can add a new task and assign it to a user if I have access to it or to a related record. Similarly, I can create records here. I can use global actions such as “new contact log,” “call,” and “new task.” I can use the Word.com functionality as well. This is the user page. Again, the section is divided into “details,” “chatter,” and “related,” and you can share this page as well. You can add it to your favorites. Now, if you’ll swipe to the right, you’ll be able to see your device settings, your app settings, et cetera. And you can control which types of notifications you want to see or don’t want to see. You can configure it for this mobile app using the various checkboxes and other options. Device alerts, push app notifications—all of these options can be managed easily. Once you’ve swiped right on this app, you’ll be able to log out as well. By doing this, you can add feedback to the salesforce for this mobile app, and on the menu again, you can see all the objects that are visible to you. And the most important feature that I found very useful, which was previously missing in the mobile app, is the path of the opportunities and cases as well.

So if you have a path added to a record of an object you’ll be able to change, you will be able to use that path in the mobile app as well, which was previously missing in the app. And this is a very useful feature because previously, in the mobile app, we had to edit a record just to change the stage of an opportunity’s record. But now you can use the standard path feature of the lighting component to change the stage of a record. This is the related list of a salesforce opportunity. So this will be shown once you click on the “related” option on the record, and you’ll be able to see all these records here, all these related lists. Once you click on it, you’ll be able to add or edit records to this related list. For example, you can add a product to an opportunity. Once I go to the menu, Now, let’s take a look at the reports and mobile app. Again, go to the menu and click on Reports. Now you can select any of the reports. Now, this is a simple table report, and here you can see all the data that’s coming in here. This is how a report looks in the Salesforce mobile app. You can simply browse through various columns and rows. Now let’s take a look at some dashboards and the Salesforce Mobile app. Once you click on the dashboard options, select any of the dashboards, and this is how it looks. Simply click on the refresh button as well. You’ll be able to refresh the whole dashboard.