SFDC Lightning

R&A APAC

April 2020
Training agenda

Topic to cover:
1. Introduction
2. SFDC Basic Navigation
3. Updating personal information
4. Customizing tabs
5. Tasks
6. Getting help
7. Account & Contact
8. Creating List View

2
What is SFDC?

C = Customer
R = Relationship
= CRM M = Management

is a technology for managing all company's

relationships and interactions with customers
and potential customers

Cloud base = no need for installation, easier access

(unlike the “ERP” system)

3
Our current functionality and how it interact?
Customer details Salesforce
An organized course of
Account: Customer(Organization) feature that
action to promote and sell
a product or service.
Case allows cases to
Contact: A person who is working
(Events, webinars, EDM, be created
at customer’s Survey
webform) from emails

Account

Campaign
Activities Sales activities records
(visit
such as meeting,
Lead Contact report/email) email, demo

‘An object which represents

“A set of contact information a potential deal, but this
for a person or business, which specific deal has met certain
could somehow facilitate a Opportunity criteria which indicate a
future sale.
Typically a lead will be a single
value to the business, or a
person at a business who is Quote probability of closing. Sales
looking to purchase a opportunity is
service or product you offer.” qualified sales lead.”
4
*EDM = Electronic Direct Mail
ALLOWS DATA DRIVEN DISCUSSION AND DECISION!
For managing
installed
product, service ServiceMax
and repair Case
Account

Survey
Campaign
Data driven discussion
Activities and
(visit
decision!
Contact report/email)

Lead
Opportunity

Quote

Report and Dashboard

Marketing Return On Sales
Forecast NPS
strategy Investment Pipeline
5
Increase collaboration…

Field
Marketing
service

Customer
Support
Service

Sales

6
R&A APAC SFDC

Megan Clarey
Head of SFDC

Juliana Pereira Jason Lourincia Anita Angwar

SFDC Adoption & SFDC Tools & Project Manager
Engagement Manager Applications Manager SFDC Implementation

Shengming Hui
Country & BU Champion Network
SFDC Admin (Contractor)
Answer questions,
fix issues, assist
making changes in
Dass Nyanasundaram
SFDC, user SFDC Admin (Contractor)
creation, working
with you on global
project, training
(R&A - Asia Sales & Service Tools
and giving updates
Support)0f980000000tutecag@pos
t.3-
akceaq.na70.chatter.salesforce.co
m
We are also supported by the following
loving countries + BU champions
Countries SFDC Champions BU SFDC Champions
ANZ Jay Dickman, Alistair James AA & ILT Farhad Shafiei
India Juliana Pereira Labwater Li Wang
Taiwan Sandy Chang Dx Fang Zhang
China John Fei BioM Hui Chng Khoo
Korea Jeung-Kyun Kim
Japan Mutsumi Deguchi
Indonesia Rizki Fadillah
Singapore Henry Fu
SEA Kadek Satria Adi Wijaya
Champion…
Our SFDC champion is the closest to you and they provides you the
quickest support.
If you have any issue, it is best to approach your country champion first.
Background

What is SFDC Lightning?

To put simply, it is the same SFDC system with better user experience.
Lightning Experience has new features and functionality to help streamline processes. You can
find what you need more easily with enhanced search features.

Why are we implementing this?

In order to continually upgrade our SFDC system and be able to use application which are
available out there we have to update to Lightning version.
The option to develop functionality in Classic is no longer available.
The Lightning environment provide some new feature but our workflow has NO change.

10
Project timeline

Apr 2020 – CEx (+Service) Lightning

went Live

11th May 2020 – Pilot for Non-CEx

+ 2 weeks
Hypercare
25th May 2020 – Non CEx Go Live
Issues during hypercare to be reported in the
same help channel as today
R&A - Asia Sales & Service Tools Support
*CEx – Customer Excellence
Non-CEx – The rest of the organization (Sales, Marketing, Field Service, Supply Chain, Quality)
11
Project timeline

There is currently plan to take away classic access in near future.

Therefore any issues must be reported as you encountered it.
Post the issue to the chatter: R&A - Asia Sales & Service Tools Support

12
Known issues and the workaround

• Issue: File/attachment not showing in the Lightning environment

Work around: switch to classic version to find the file. Note that this is being work on by the IT team.
• Issue: Task notification to assignee does not come up as an option therefore assignee do not receive notification
Work around: user will get notification

Go to report section: Open Task

13
Known issues and the workaround

• Issue: Exporting Event to Outlook – this functionality is currently not available.

Work around: no work around available – we are looking into Outlook Integration app that may be able to help with
this issue. But it will be coming in later date.

14
Report and Dashboard

Report and Dashboard from Classic – to view them in Lightning, you should have no
problem.
Report and Dashboard from Classic – to edit them in Lightning, once you edit the
report/dashboard in Lightning, they will become Lightning report/dashboard. As such
there will be certain things that will not be able to be view from Classic.

15
Where to find SFDC?

https://maestro.my.salesforce.com/

Save this into your favorites.

Login using the Single Sign On feature, click „Sign Me In“ button.

16
Switching Click your name or profile pic to access the
Experiences Switcher

MUST USE GOOGLE

CHROME

Salesforce Lightning Experience

Classic
Navigation Bar

1. The name of the app you’re

using displays on the left side
of the navigation bar.

2. Each app may have a unique

appearance, with different
colors and/or branding.

3. You can access other apps, or

items that aren’t in the current
app, from the App Launcher.

4. For standard and custom

objects in the navigation bar,
you can create records and
access recent records, list
views, and favorites.
Homepage Fav Dashboard

You can
choose
your
favourite
dashboard
here

19
 App Launcher

App in classic is located in top

right hand side of the page

App in Lightning is located

in top
left hand side of the page
App Launcher

All of the Salesforce

apps that you have
permission to access
are displayed at the
top of the App
Launcher.
App Launcher

All of the objects and tabs that you

have permission to access are
available in the All Items section of
the App Launcher
Arrange Items in the Navigation Bar the
Way You Want

Reorder existing items by dragging them where you want them.

Make even more changes by clicking the

Edit icon.

You can:
• Add more items
• Reorder items
• Rename items
• Remove items
Favorites
Shortcuts to the pages you use frequently

Create up to 200 favorites of:

● Records
● List views
● Dashboards
● Reports
● Chatter groups

Create memorable favorite names without changing the

page’s real name

Access favorites from your Favorites list or the

navigation bar
Notifications

● Notifications show you:

 Where you’re mentioned
 Who’s commenting on
your posts
 Who’s posting to your
groups
 Approval requests
 Posts to your profile

● Click a notification to navigate

to the discussion

● The notifications list shows the

20 most recent notifications
received in the last 90 days
 General page layout for lightning
 In Lightning, you will see that the record details and the related records are generally appear in separate
tabs.
Compare to the classic version, where the related records usually appears at the bottom of the page.

Summary
bar

Detail of
the
record
 General page layout for lightning
 Related records = records that are linked to the particular object.
 Example: on Account object, there are locations, contact, visit report, opportunity, etc
User experience is improved in Lightning, minimized scroll up and down, to access related records user just
need to click the tabs
Create new record from the homepage
 Lightning allows user to create new records from homepage
 Shortcut – type letter ‘e’ in a record to
edit
 When you are in a record, simply press letter ‘e’ in your keyboard to change to edit mode
Search - Instant Results As You Type

1. Search across all

searchable objects
2. Search within the object
you’re currently on
3. Select a suggested
record and navigate
directly to the record
Search the Object You Want

Choose any searchable object

in the dropdown list next to the
search box.

Enter your search term, and

both instant results and full
search results are scoped to
the selected object.

The objects you use most

frequently are at the top of the
list, followed by the full list of
searchable objects in
alphabetical order.
Filter Search Results for More Objects
Filter your results to find what you want fast

1. To see filtering options,

click the object's name in
the sidebar

2. Search results update as

you apply filters. See
which filters are applied
above the results

3. To remove a filter, click

the Clear button
Lookup page

In a lot of records in Classic, user can find this look up icon and click to see details information.
In Lightning, this is also available, but instead of clicking the lookup icon, press ENTER

*Type the keyword and press Enter!

33
User Profile

Click the avatar on the right side of the header

● Click Settings to update your personal information

● Click your avatar or name to go to your profile

page
My setting

Personal  Field: Phone – is showing in SFDC

information quote document

Personal
information>  Go here to reset your password
Change My
Password

35
My setting

 Planned to be out of office? Set your

Personal Delegate Approver here.
information>
Approval
settings

Take out the delegate approval upon return

so you receive the approval.

36
My setting
 Locale will determine the display formats for
date and time.
 Language change the system language
setting here.
Personal  Currency will determine the default currency
for record (such as Account) that you are
information> creating.
Language &  Email encoding ensure = Unicode (UTF-8)
Timezone for non English speaking user. This will avoid
any garble character showing.

37
My setting

• User will be able to set up automatic bcc

from this page
• Add your email signature here

Email> My
Email setting

38
My setting

• Manually add email to records in SFDC.

Bcc the Email to Salesforce address shown in
the page call ”My Email to Salesforce”
Each user will have different email.
Email> My
Email to
Salesforce

39
Homepage Navigation

Latest Feeds still

in homepage.
Will shows any
post you tagged
in, latest post
from chatter
group up
followed

40
 Homepage Navigation

Chatter Support icon also

available here.
CRM & Tools Support –
to reach us if you have
any question/request.
Request Account &
Contact Merge – to
reach us if you found
Requesting duplicates
SFDC accounts/contacts
access for
others, use
this form.

Some useful reports you can use

41
Homepage Navigation
My Task:
 To do List or any task assigned to
you will show up in this section

New Event/Appointment will shown

here, Click View Calendar to go to
Calendar

42
Homepage Navigation
If you are an approver, this section will
show any pending approval required.

Showing recent records you have

viewed

43
Sfdc activities – task, event and calendars

•Tasks
Keep your to-do list in Salesforce and stay right on top of your deals and accounts. Easily
relate every task to records for leads, contacts, campaigns, contracts, and other
information that you need. Salesforce gives you different tools to maximize productivity—
quick ways to create and update tasks, prefiltered task lists, and task notification options.

•Events and Calendars

Use Salesforce to track meetings with customers, prospects, and colleagues. Drill down
from events to related records, feeds, files, contracts, and more. You can also track events
in reports.

44
Creating a task
You can create Task from Account, Contact, Opportunity, Case (and many other)
Creating new task from home page: Click the drop down arrow next to Task tab, and click New Task

45
Creating a task

Task will automatically

assigned to the creator
unless it is changed.
Assigned task to the
person who needs to
complete this task.

46
Creating a task
Link the task
to contact or
Pick subject lead record
from the list here
or define
your own Link the task to other
records – such as
When is the opportunity, visit report
task due? etc, here

If the task is related to

second Opp or visit report,
link it here

Then Save the record

Enter description of the task here

47
Creating a task

Attachment can
only be added
after the Task
record is saved.
Under Related
tab, Click Add
Files in the Files
section.
Or simply drag and drop the file into
this area

48
Calendar
Manage your day with integrated calendaring

● Displays your upcoming

Salesforce events
● View, create, and edit your
events in a day or a week
view
● See dates from objects as
calendar items
● Share calendars with
coworkers
Calendar
Track dates in objects with calendars

● Create a calendar from

a standard or custom
object
● Select a date field for
the data you want to
track
● Data from that field
displays as items on
the calendar
● Calendar color is based
on the object’s color
Update Calendar Items by Dragging
Them

Reschedule meetings and

update due dates by
dragging meetings, tasks,
and other time-sensitive
records to new time slots
 Getting help – through Chatter

Make sure you tagged us when you post help

request using @R&A – Asia Sales & Service
Tools Support
You can add link, or attached file

52
Getting help – through Chatter

Alternatively go
to the correct
chatter group
through the
homepage

Then post here

53
Getting help – through Chatter

Our email address:

[email protected]
54
Lets talk about Account

55
All you need to know about account:

 Account represents customer, competitor, and partner. Each account stores information
such as the corporation name, address, and phone numbers. Each account stores
related information such as opportunities, activities, cases, partners, contracts, and
notes. Accounts are organized by geography (ie. Account country is linked to Merck legal
entity).
 !!Important!! Flag competitor properly
 Account records are public – search result present worldwide information
 Account records are shared between R&A and PS

56
Accounts and Contacts
1
2 1. Action button
2. Highlights Panel
3 4 5 4 3. Account details
4. Related Lists
5. Custom
links/Action
Business Guideline account creation

 ALWAYS search for an existing account before entering a new one. This
process will help to avoid further duplicates.
 Use the Legal Company Name (avoid abbreviations)
 If a company has various sites(location), enter them as separate Accounts.
 Enter the Account details (Name/Province/City) in English language and in
local language if it applies.
 MANDATORY fields (other than fields marked in red): MM Industry, MM
Subindustry.

58
Creating account
 In Korea and Japan, there is dedicated team/person who create account.
 If a new account is required in Japan:
 R&A – email to Mutsumi Deguchi
 Labwater – email to Kumi Endo
 If a new account is required in Korea:
 Search for R&A – Korea – User Support (find this chatter group)

 Post the request in this chatter group

59
Creating an Account:
Account name Customer company name (Legal name without abbreviation)
Must be in English
Account name (local) *for non-English speaking country please add the name in local language
Country Name Select country from pick list
State/Province List Select State/Province from pick list
Pick list are available for selected countries in APAC.
Exception: Singapore, Taiwan, Hongkong (these countries has no state/province)
State/Province (Local) *For non-English speaking country – add State/Province information in local language
Street Add the address where company is located
AA1 (MUST NOT BE A POBOX, use standard abbreviation such as St; Rd; Ave; Bd)
City Add the city where customer is located
City (local) City name in local language (only for non-English speaking countries)
State/Province (non-pick list) Use only if the State/Province does not have pick list in the above field.
This is a free text field, do not fill out if you have selected one above.

Zip/Postal Code Add post code

Format: (country code) area code phone number

Phone & Fax
Example for AU: +(61) 03 8727 6313
Website Add the web address of the customer
Description Enter a meaningful description of the company, often can be found in the “About” page of their website.
Customer/Reseller/Distributor/Competitor/contractor
Company type
Select appropriate one
MM Industry Enter the type of customer industry, select from the list
Enter the subindustry.
MM Sub Industry
It is often easier to find the subindustry first then define the MM Industry afterward.
Default to your setting but can be change if Account trade w/diff currency
Account currency
This will impacting the Opp created from this account.
60
Slide 60

AA1 Street address of the company (not PO BOX)

Use standard abbreviation of St;Rd;Ave;Bd.
Anita Angwar, 23-Sep-19
Additional fields when creating account

Global Strategic Account

If the account created is part of Applied or Research Global Strategic Account,

Please make sure to flag them in the section as pointed above

Creating hierarchy

If the account has parent account, this also

can be flagged in the “Parent account” field.
Remember to tag the child account.
The parent account itself should not have
anything added in this field!

61
Trainer to show an example of account creation
Account name Unilever-Antibody.CO

Account name (local) *for non-English speaking country please add the name in local language
Country Name Pick Australia country
(select from pick list)
State/Province List Select pick list of Victoria
Pick list are available for selected countries in APAC.
Exception: Singapore, Taiwan, Hongkong (these countries has no state/province)
State/Province *For non-English speaking country – add State/Province information in local language
(Local)
Street
AA1 1 Garage St (MUST NOT BE A POBOX, use standard abbreviation such as St; Rd; Ave; Bd)
City Add the city of your current location
City (local) City name in local language
State/Province (non- Free text field for the countries where pick list value for state/province is not available.
pick list) This field should not be fill out for the countries that has pick list value available.

Zip/Postal Code Add 3158

Phone number is 87276313

Phone & Fax Format: (country code) area code phone number
Example for AU: +(61) 03 8727 6313
Website www.unilever.com
Description A new division of Unilever main focus on developing protein specific to treat skin condition/symptoms related to aging.

Company type Customer

MM Industry Cosmetics
Chemical: Chemical Biotech
MM Sub Industry Cosmetic: Personal Care
Cosmetics: Skin Care
62
Account currency Default to your setting but can be change if Account trade w/diff currency
Slide 62

AA1 Street address of the company (not PO BOX)

Use standard abbreviation of St;Rd;Ave;Bd.
Anita Angwar, 23-Sep-19
Creating a Contact
Contact is a person who we deal with at the customer’s.
Remember to always search for existing contact first before creating one.
Fill out the mandatory fields below:

First Name Contact’s person first name

Last Name Contact’s person last name
Account name Auto-populated if user is creating contact from an account.
Otherwise search for the correct account the contact is
working at.
Email or Phone or Mobile phone At least one must be entered, email address or phone
number
Address information Will be auto populated with the Account address
information.
User can add further detail such as:
Department:
Building:
Floor:
Job Area* Which department this person is working at?
Example: Research and Development, Production, Admin, etc
Bioscience profiling information/Lab Solutions Profiling is to be filled with the primary technique
Profiling Information* and application contact is using. More than one
selections can be selected.

63
Creating a Contact – trainer can use this to demostrate
Remember to always search for existing contact first
Fill out the mandatory fields below:

First Name Donald

Last Name Duck081119
Account name Auto-populated if user is creating contact from an account.
Otherwise search for the correct account the contact is
working at.
Email or Phone or Mobile phone [email protected]
Phone number format: +91 22 6693 6969

Address information Will be auto populated with the Account address

information.
Add:
Department: Wrinkle
Building: 2
Floor: 6
Job Area* Research and Development
Bioscience profiling information/Lab Solutions Add:
Profiling Information* BI Application: Cell Culture –
Buffers/Media/Plasticware, Cell Therapy, Drug
Safety/Testing
AA Application: Peptide synthesis
64
Managing Accounts & Contacts
Found duplicate records

 Please merge the below:

https://maestro--uat.my.salesforce.com/0018000001761kT?srPos=18&srKp=001 (MASTER)
https://maestro--uat.my.salesforce.com/0018000001763QZ?srPos=22&srKp=001 (DUPLICATE)

Only contacts that

Remember! are linked to the
Accounts are shared record with PS team, same account can
make sure you double check with your PS be merge!
counterpart before merging.
There are a lot of other data that are not visible
to us but critical for PS team.

65
Managing account/contact

 Accounts or Contacts cannot be deleted – unless it is created by

error and has no historical data
 If contact has moved on to a different company, use the
“INACTIVE” box
 If Account is no longer in business, post a chatter in R&A – Asia
Sales& Service Tools Support. The admin team will put it as
inactive.

66
Creating List View

List view is beneficial…

 It is available in most of the objects in SFDC
 It allows user to see a summarized, relevant list of records
 It is customizable by the individual, you can pick and choose what you want to see!

67
Creating List View

• It is recommended to clone existing list view, select one of the list view.
• Click the set up icon and select Clone

68
Creating List View

• When you are doing this, have a record open so you know which fields you want to filter/want to see

1. Find All Accounts and click “Clone”

2. Step 1. Enter View Name – enter as Australia Food and Beverage Account
3. Step 2. Specify the Filter Criteria:
Filter by Owner: All Accounts
Field Operator Value
Legal Entity equals AS
MM Industry equals Food & Beverage
Inactive equals False
4. Step 3. Select fields to display
Account Name; Account Name (local); Street; City; State/Province; Zip/Postal code; #of contacts

69
Training summary
• SFDC is a CRM
• It allows us to manage our relationship with our customers and potential
customer
• It stores important data (such as campaigns, leads, contacts, accounts, cases,
etc) that allows better interaction between departments
• It also allows us to pull data and therefore make informed decision.

• As user, you can:

 Edit your profile (include changing email signature)
 Create task and event
 Customize your tab
 Get help through chatter or through email

70
 Training summary

 Account represent customer’s company.

 Contact represent the employee/end user that works at our customer’s company.
 Duplication is a major issue, always check before creating new account/contact.
 Must use legal company name without abbreviation.
 Chatter “Request Account & Contact Merge” used for merging request.

New Hire training is schedule on monthly basis, please ensure to check

the training calendar
Special topic training also schedule on monthly basis, stay tuned and
check the announcement for the topic.

71
You can complete some exercise in the UAT (Sandbox environment)

https://maestro--uat.my.salesforce.com
I am only your playground (sandbox)
DO NOT USE ME FOR YOUR DAILY WORK!

72
Exercise#1

Create a task
Record type = General
Assign to = Anita Angwar
Subject = Follow up
Due date = + 1week
Priority = normal
Status = not started
Type = to do
Add comment
Save

73
Exercise #2 Account information:
Account name Unilever-Antibody.CO

Account name (local) *for non-English speaking country please add the name in local language
Country Name Pick your country (eg. Australia)
(select from pick list)
State/Province List Select pick list your state (eg. Victoria)
Pick list are available for selected countries in APAC.
Exception: Singapore, Taiwan, Hongkong (these countries has no state/province)
State/Province *For non-English speaking country – add State/Province information in local language
(Local)
Street
AA1 1 Garage St (MUST NOT BE A POBOX, use standard abbreviation such as St; Rd; Ave; Bd)
City Add the city of your current location
City (local) City name in local language
State/Province (non- Free text field for the countries where pick list value for state/province is not available.
pick list) This field should not be fill out for the countries that has pick list value available.

Zip/Postal Code Add 3158

Phone number is 87276313

Phone & Fax Format: (country code) area code phone number
Example for AU: +(61) 03 8727 6313
Website www.unilever.com
Description A new division of Unilever main focus on developing protein specific to treat skin condition/symptoms related to aging.

Company type Customer

MM Industry Cosmetics
Chemical: Chemical Biotech
MM Sub Industry Cosmetic: Personal Care
Cosmetics: Skin Care
74
Account currency Default to your setting but can be change if Account trade w/diff currency
Slide 74

AA1 Street address of the company (not PO BOX)

Use standard abbreviation of St;Rd;Ave;Bd.
Anita Angwar, 23-Sep-19
Exercise #3 (Creating a Contact)
Search for Donald Duck working in your country (hopefully no found).
Create the following contact from the Account you just created.
Fill out the mandatory fields below:

First Name Donald

Last Name Duck081119
Account name Auto-populated if user is creating contact from an account.
Otherwise search for the correct account the contact is
working at.
Email or Phone or Mobile phone [email protected]
Phone number format: +91 22 6693 6969

Address information Will be auto populated with the Account address

information.
Add:
Department: Wrinkle
Building: 2
Floor: 6
Job Area* Research and Development
Bioscience profiling information/Lab Solutions Add:
Profiling Information* BI Application: Cell Culture –
Buffers/Media/Plasticware, Cell Therapy, Drug
Safety/Testing
AA Application: Peptide synthesis
75
 Any question regarding this training, please drop an
email to: [email protected] or
[email protected]

76