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I wanted to share a section from our Customer Advantage Sales Training programme: Key

Records & Relationships: Understanding basic records and objects in Salesforce CRM that I

typically go through with our customers who are deploying the tool across their organization to

ensure adoption of the Application. I will take you through 5 quick know-how’s as it relates to

record relationships.

You’ve heard me say, countless times, the primary purpose of a CRM is to provide a 360 degree

view of the customer’s interactions. Hence e-mails, tasks and events need to be synced up with

Salesforce CRM. Remember, everything you do has a purpose!! And you want to ensure you are

focusing on the right set of activities.

Basic Activities in Salesforce.com:

1. Record relationships – These relationships are applicable to campaigns, leads,

opportunities, contacts, accounts and most record objects managed in Salesforce CRM.

This is the number one activity in Salesforce. It shows how engaged a Sales Rep is

working the account and how engaged he is with your client. If you see nothing on the

record –if you see no activity on the record, then your Sales Rep is not working it and

h/she has no plans to ever call the customer again. Even if it’s once a year, have a

follow-up call – use your criteria and the bottom line. You do want to continue to

nurture that relationship.

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2. Task creation – This is a “To Do” item such as, call John. You can create a task for

yourself, someone else or multiple people and it will be visible in Salesforce until it is

completed. An Event is a time bound item. It can be a meeting or appointment and it

must have a date and a time associated with it – because it is assumed complete once

the date/time has passed. We recommend doing it from the opportunity (less clicking).

Log a Call is used when a call is made or received without a prior set appointment.

Salesforce will consider as “Activity History” Immediately and does not require closing.

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Creating Tasks:

Locate the Account, Contact or

Opportunity

Hover over the “Open Activities”

link

Click the New Task Button

Populate ALL Task details

Assign the Task to another user

by entering his/her name in the “Assigned To” field

ALWAYS assign contact & categorize the Task!!

Create a Series (if applicable)

Click the Save Button

Rule of Thumb: If the activity is

“time bound (has a date and

time associated to it) it MUST be

an Event!

3. Task Types – This allows me to know what this task is related to or what is the task at

hand.

o Closing Tasks - If you have a task and it needs to be closed, click on the X – add a

comment and Save.

4. Event creations – This manages your appointments and meetings. Locate the account,

contact or opportunity; hover over the “Open activities” link; Click “New event”

Populate ALL Event Details’ Manage your Calendar; Categorize the event; Invite Others.

5. Log a Call – Log a call regarding the opportunity or interaction. Keep info updated in

Salesforce.