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.
Contact in region SBS CRM Adoption team : WW coordination Anne Gilles
APAC Nina Song in Shanghai (China)
EMEA Paola Larré in Lyon (France)
LAM/NAM Ivete Alves in Sao Paolo (Brazil)
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.
> Click here to open the full presentation OR see by Topic:
- Home Page
- Home Page and List Views Best Practices
- Global search
- 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)
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 :
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
User Adoption : actions follow up
- CRM Monthly Key users Adoption Review
- CRM Users - Questions & Answers
- SBS - Training sessions participation
- Need a Training? Subscribe to a session here
Compliance information
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
The best way to get IT support is to use the new
Service One Platform.