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.
Your contact in region from SBS CRM Adoption team :
APAC Nina Song - based in Shanghai (China)
EMEA Camila Jimenez - Anne Gilles based in Lyon (France)
LAM Ivete Alves - based in Sao Paolo (Brazil)
NAM Dharmika Paladugu - based in Princeton (USA)
TIPS & TRICKS - NEW
In this section you will find the newest Tips & Tricks for the Lightning CRM, with screenshots and important reminders, etc.
> Click here to open the full presentation OR see by Topic :
- Home Page
- Global search
- Favorites
- Pin & unpin list views / Use Wrap text
- Log in & Reports : common errors
- Chatter - Follow button 1/2
- Chatter - Follow button 2/2 (Contacts)
- Teams (Accounts & Cases)
- Visit Preparation Report - NEW
- Cases - Customer Requests
- Cases - Complaints
- Cases - Samples
- Gmail for Lightning - Troubleshooting 1/2
- Gmail for Lightning - Troubleshooting 2/2
- Gmail for Lightning - Attachments
- Create / Modify an email template
- Insert / Use an email template 1/2
- Insert / Use an email template 2/2 (Quotes)
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.
> Click here to see all corners OR choose your GBU :
USEFUL DOCUMENTS
Authorization/access to CRM Sales Force
All access requests for CRM must be validated by Line manager / by GBU CRM Champion :
- need to access to core CRM click here the User Creation form - NEW
- for any change of CRM access , contact your CRM Champion / data Steward listed in GBU Corner section
- need to modify CRM dashboard Analytics access , click here the Access form
User Adoption : actions follow up
Compliance information
Release Notes
- Monthly Release - April 2019 - NEW
- 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
The best way to get IT support is to use the new
Service One Platform.