WELCOME on the Wiki page of our Group-wide Customer Relationship Management solution! This is the place to find all relevant documentation and information you are looking for through our User Guide, FAQ and Glossary. Know more about your CRM solution and contribute to supporting the objective of customer centricity
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.
P1. Account & Contact Management
P2. Sales Reporting & Analysis
P9. Customer Request Management
P12. Webform (SPP only)
P15. PMO Application
P19. Cross BU Leads
P20. Product Management (Not used)
P21. Customer Specific Requirement
P23. Campaign (Not used)
P24. Community (Not used)
RECENT DOCUMENTS
Here you will find the most recent information about your CRM and all the helpful links you need to know :
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.
USEFUL DOCUMENTS
Authorization/access to CRM
- Click here to request access to core CRM User Creation form (all access requests for CRM must be validated by Line manager and then approved by GBU CRM Champion) NEW
CRM Adoption : actions follow up
Compliance information
Release Notes
- Monthly Release - March 2019 NEW
- 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) NEW
- Advanced use of filters in reports (~4 mins) NEW
- Advanced use of Cross filters in reports (~4 mins) NEW
- How to create list views (~4 mins) NEW
- How to use Gmail to Salesforce integration (~ 7mins) NEW
- Integration with Gmail: how to install? NEW
- Account & Contact Management
- Sales Planning
- Opportunity Management
- 360° Customer view
- Web Form
Trainer Toolkit
- Onboarding training (Lightning)
- Onboarding training (Classic)
- Training tips & tricks
- Generic training materials (updated to Winter Release (7.0))
- Short training materials (updated to Spring Release (5.0))
- Exercises Booklet
- CRM Chatter Guide
Mobile documentation
The best way to get IT support is to use the new
Service One Platform.