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.
> Click here to open ALL the guides
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
- Cases - Customer Requests
- Cases - Complaints
- Cases - Samples
- Gmail for Lightning - Troubleshooting 1/2
- Gmail for Lightning - Troubleshooting 2/2
- Gmail for Lightning - Attachments
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
All access requests for CRM must be validated by Line manager and by GBU CRM Champion :
- All Users (except Novecare) : Click here to request access to core CRM User Creation form - NEW
- Novecare Users only : Click here to request access to core CRM Novecare User Creation form - NEW
User 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
Trainer Toolkit
- Onboarding training (Lightning)
- 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
- Onboarding training (Classic)
Mobile documentation
The best way to get IT support is to use the new
Service One Platform.