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USER GUIDE

You can find here the description of the 13 processes in the CRM system and the detailed functionalities, explained step by step, such as 'how to create a prospect, how to create a contact', etc.

> Click here to open ALL the guides by process.

> Click here to Go togo to the CRM Analytics dashboard guide.

TIPS & TRICKS

In this section you will find the newest Tips & Tricks for the Lightning CRM, with screenshots and important reminders, etc.

How to log a support request for CRM in Service one? click here

> Click here to open the full presentation OR see by Topic:

• Home Page
• Home Page and List Views Best Practices 
• Global search 
• Global Search Einstein 
• Favorites (any object)
• Pin & unpin list views / Use Wrap text
• Log in & Reports : common errors
• Chatter - Follow button
• Chatter - Out of Office message
• Chatter Tab - How to use NEW
• Chatter - Setting notifications NEW
• Teams (Accounts & Cases)
• Visit Preparation Report
• 360° Customer Views
  
• Cases - Customer Requests
• Cases - Complaints
• Cases - Samples
• Gmail for Lightning - Troubleshooting
• Gmail for Lightning - Log emails - Attachments
• Create / Modify an email template
• Insert / Use an email template
• Printable view : Visit report - Complaint - Sample
• Approval Delegation
• Contact email address mandatory / Duplicate
• List views : new features Edit Mode - Kanban ( Summer 2020 Release  )
• Upload files with a Chromebook  June 2021  (NEW)

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ONBOARDING

In this section you will find all the material related to the onboarding of new CRM users.

> Click here to watch the CRM Onboarding Training Video.

> Click here to access the CRM Onboarding Training Presentation.

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GBU CORNER

This section offers a space dedicated to your GBU, where you can find your latest GBU specific materials, who's who in your GBU CRM Team, etc.

> Click here to see all corners OR choose your GBU:

• GBU Aroma Performance
GBU Coatis
• GBU FibrasGBU Novecare
• GBU Performance Polyamides
• GBU Polytechnyl
• GBU Peroxides
• GBU Silica
• GBU Soda Ash & Derivatives
• GBU Special Chem
• GBU Technology Solutions
• Solvay Energy Services
• CRM - Oil & Gas
•  SCP commercial Multi BU Commercial Network

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USEFUL DOCUMENTS

Authorization/access to CRM Sales Force

All access requests for CRM must be validated by Line manager OR by GBU CRM Champion :

• Need access to core CRM - Service One Application Access Request (generic) clickHERE for the User Creation Form 
• For any change of CRM access contact your CRM Champion / 
• CRM Monthly Key users Adoption Review
• CRM Users - Questions & Answers
• SBS - Training sessions participation
• Need a Training? Subscribe to a session here Data Steward listed in GBU Corner section
  
• Need to modify CRM dashboard Analytics access - click HERE to open the Access Form
  

User Adoption : actions follow up

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Compliance information

• Antitrust guidance Market Intelligence Gathering

Release Notes

• Go to Release Notes details section
• Monthly Release - April 2019
• Monthly Release - March 2019
• Winter Release - February 2019
• Fall Release (10.0) - October 2018
• Archives from 2015 to 2018
  

Tutorial videos

• How to create reports in CRM (~4 mins)
• Advanced use of filters in reports (~4 mins)
• Advanced use of Cross filters in reports (~4 mins)
• How to create list views (~4 mins)
• How to use Gmail to Salesforce integration (~ 7mins)
• Integration with Gmail: how to install?
• Account & Contact Management
• Sales Planning
• Opportunity Management
• 360° Customer view

Trainer Toolkit

• Onboarding training (Lightning)
• Training tips & tricks
• Generic training materials (updated to Winter Release (7.0))  
• CRM Chatter Guide

Mobile documentation

• Tablet Configuration by End-Users
  
• How to access Salesforce on your tablet (web browser)
• Mobility - Salesforce1 application Mobile App user experience improvement - Feb 2020