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 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.

How to log a support request for CRM in BMC Helix 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 (NEW)
• Favorites (any object)
• Pin & unpin list views / Use Wrap text
• Log in & Reports : common errors
• Chatter - Follow button
• Chatter - Out of Office message
• 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 Summer 2020 Release  
• Upload files with a Chromebook  June 2021 (NEW)

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. (NEW)

> Click here to access the CRM Onboarding Training Presentation.

RECENT DOCUMENTS

Here you will find the most recent information about your CRM and all the helpful links you need to know:

• How to upload files with a Chromebook - Jun 2021 (NEW)
• Sample Simplified process training - Nov 2019
• Mobile App user experience improvement - Feb 2020
• Lead Management training - Fall 2018
• Gmail for Lightning training - Fall 2018
• Mobility training - Fall 2018
• Video tutorials for Lightning - Summer 2018
• Lightning training kit - Summer 2018

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 Fibras
• GBU Novecare
• GBU Performance Polyamides
• GBU Polytechnyl
• GBU Peroxides
• GBU Silica
• GBU Soda Ash & Derivatives
• GBU Special Chem
• GBU Technology Solutions
• Solvay Energy Services
• Multi BU Commercial Network

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 - click HERE for the User Creation Form.
• 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 to open the Access Form.
  

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