A visit report captures the outcomes of the customer visit. Visit report contains an internal summary of the discussion (for internal reading) and all the required elements to send the minutes to the customer.
This visit report can be shared internally and externally from Salesforce by using predefined email templates.
Definition
As a Sales Rep is supposed to develop a close relationship with its customers, he needs to visit them often. Logging Visit Report in Salesforce allows him to keep track of the outcomes of those visits and to share it both with its management and his customer.
A Visit Report can be created either created from an Event Customer Visit (see details below) or from a Contact or from scratch (see details below).
Those Contacts can be contacts who participated to the visit, or contact to be notified. Contact to be notified are contacts not present in the visit, but who will need to receive the email with the visit report.
Those users might be participants of the visit or users to be informed (a sales manager, a product manager, key account manager)
Who can create? | Any sales can create a visit report and link it to any account he has visibility on |
Who can see? | 3 rules have been set up based on a field called “Visibility”: 1) If Visibility = “Shared” → any user can see the visit report, 2) If Visibility = “GBU Restricted” → only users having the same GBU in their user details than the GBU defined in the visit report can see the visit report. Users above these users in the role hierarchy inherit the rights. Users in the Visit Report Team can also see the Visit Report, 3) If Visibility = “Visit Report Team restricted” → only the Owner and the users in the “Visit Report Team” related lists can see the visit report. Users above these users in the role hierarchy inherit the rights. By default, a visit report will be created in “Shared” visibility mode. For confidential accounts, the visit report owner will manage the visibility manually. Depending on their content, to fit European Anti-Trust Laws, some Visit Report cannot be set as “Shared” and will automatically switch to “GBU Restricted”. Criteria leading to this behavior are based on Keywords and Products that can be configured for each GBU. |
Who can update? | The Visit Report Owner, the users above him in the role hierarchy, the system administrator and finally the users added in the Solvay Contacts related list |
Who can delete? | Only the System Administrators can delete a visit report |
Any user can create a visit report in Salesforce.
If a Visit Report is created on an Account I am following (from the Chatter feed), every time a new Visit Report is created on this Account I will be notified inside my Chatter feed.
It is possible to create a Visit Report from an Event Customer Visit by clicking on the button Visit Report on the event.
The Event Customer Visit can be created directly in Salesforce, or coming from an integration with Google (see details below).
In this case, many data are copied in the Visit Report:
Visit Report | Event |
Subject | Subject |
Date of Visit | Start Date |
Objectives of the Visit | Objectives |
Customer Contacts | Every contacts in the “Contact Name” Field |
Visit Report Team :
| All the internal Attendees of the Event :
|
If the Visit Report is not created from an Event, Date of the visit, Contact, Objective of the Visit are blank and must be filled in manually.
If the Visit Report is created from an Opportunity, the Account of the Opportunity is automatically copied within the Visit Report.
To manage Anti-Trust confidentiality the Default Visibility for some Visit Reports need to be automatically changed from “Shared” to “GBU Restricted”.
Text fields to consider are :
This is managed using a custom setting ins Salesforce :
The application of this rule is to manage Anti-Trust confidentiality between AROMA and PEROXIDES the Default Visibility for the Visit Reports created by AROMA can be automatically changed based on the following rule:
IF GBU = "Aroma Performance"
AND Visibility = "Shared"
AND
(Product IN a list of products Level 4
OR
Text fields contains a keyword)
THEN Visibility = "GBU Restricted"
With those criterias :
Product list:
CATECHOL FLAKES
CATECHOL MOLTEN
CATECHOL XP FLAKES
HYDROQUINONE EXTRA PURE
HYDROQUINONE PREMIUM
HYDROQUINONE PREMIUM FLAKES
PARAMETHOXYPHENOL FLAKES
PARAMETHOXYPHENOL MOLTEN
Keyword list:
CATECHOL
HYDROQUINONE
PARAMETHOXYPHENOL
PMP
HQ
PC
MEHQ
The following fields are mandatory at Visit Report creation:
The GBU field is not mandatory when creating a Visit Report. If a User saves a Visit Report and if he has a GBU and/or BU on his Profile (in Additional SF Access Settings) they will be automatically filled in after the save.
If a User does not have any GBU on his Profile (MBU, SBS, Corporate S&M), its means that he can create a Visit Report without any specific GBU.
In this case, the Visit Report will concern all GBUs and the sharing (Visibility field) cannot be set to GBU Restricted.
In the visit report, sales reps have the possibility to upload one or multiple attachments. These attachments are available in the email template, allowing the user to select one or multiple attachments to be included in the email sent.
The selection is made through checkboxes, which ease up the user experience.
Before meeting his customer, the Sales Rep can go to its Account to prepare the Visit by clicking on Visit Preparation button.
Sales Rep can access to a summary view for a specific corporate group / account to prepare customer visit :
For further details on this feature, please refer to the Reporting Functional Design.
Please note that to be able to send the Report Internally, the User need to be part of the Visit Report Team or he will get an error message.
Product name displayed is only the level 4 product name, even if a product at level 5 is selected in the Products related list.
The email automatically populates the names of users and contacts linked to the visit as follow:
This template will be proposed in multiple languages and adequate language will be selected based on the main contact language. The user has still the possibility to select another Template.
This list of templates by languages is ordered alphabetically, with the default language, based on the contact language, as first choice.
Before submission, the user has still the possibility to:
- Manually add additional email addresses
- Edit the text filled in automatically in the template email
- Add/remove attachments using the checkboxes
Send Report Internally button
Please note that to be able to send the Report Internally, the User need to be part of the Visit Report Team or he will get an error message.
Products name displayed is only the level 4 product name, even if a product at level 5 is selected in the Products related list.
The email automatically populates the names of users linked to the visit as follow:
This template will be proposed in English. The template is unique and will be selected automatically. Regarding the actions, only the open tasks (the ones planned in the future) will be listed.
Before submission, the user has still the possibility to:
- Manually add additional email addresses
- Edit the text filled in automatically in the template email
- Add/remove attachments using the checkboxes
To be consistent with what exists when generating the Quote PDF document, the displayed Product(s) Name(s) is now using the Product Translated Name if any (according to the email template language selected by the user).
Otherwise the Product Commercial Name will be used if any.
Otherwise the Product Name will be used.
When a Visit Report is Sent, an Internal Distribution list based on different criterias (Region Corporate Group, Country, BU, product family level 3) is automatically added to the email sent. These added email addresses are visible (not removable) in the Additional CC field displayed on the “Send Visit Report Internally” form.
Criterias to consider corresponding to each columns are :
These Rules are GBU Specific and it can be configured in the Email Mapping Rules tab :
For each rule, a line must be created with all the Criteria knowing that :
As Email Mapping Rules are used when the Visit Report is sent internally, email can only be Solvay people (using Solvay.com domain).
User has the possibility to define his/her email signature on his/her settings in Salesforce. By doing this, the signature will be automatically copied in the visit report email templates.
When sending the Visit Report Internally, if some recipients are not internal Solvay people (based on email address domain), the user is warned.
This is only a warning, he can remove cancel and remove or correct the recipient or send it anyway.
The History Tracking has been enabled in order to follow the fields updated. Any update to the following fields will be tracked:
Each email sent internally or to the customer is tracked under the related list “Activity History”. Any user knows like this the communication sent to the customer.
Cirrus Insight is replaced by Lightning for Gmail.
For more information see the user documentation
Main features:
Please note that :
Non-supported features:
No automatic email sync, you have to choose the ones you want to sync with Salesforce
When you create a contact, only the Name and Email information are prefilled, no other information is pulled from the signature like address and phone number.
Customer Contact link creation can be done by any sales having edit right on the visit report.
Visit Report Team creation can be done by any sales having edit right on the visit report.
A button “Add default team” is present in the visit report page layout to allow the user quickly adding all the user of his default team in related list.
When a meeting (Customer Visit Event or Other event) is cancelled (deleted by a user) a cancelation email is sent to the invitees to warn them.
The email is only sent to the people who have accepted the invitation and the email triggers only if the event due date is not due yet.
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