5 quick know-how's as it relates to record relationships.

1. I wanted to share a section from our Customer Advantage Sales Training programme: Key
Records & Relationships: Understanding basic records and objects in Salesforce CRM that I
typically go through with our customers who are deploying the tool across their organization to
ensure adoption of the Application. I will take you through 5 quick know-how’s as it relates to
record relationships.
You’ve heard me say, countless times, the primary purpose of a CRM is to provide a 360 degree
view of the customer’s interactions. Hence e-mails, tasks and events need to be synced up with
Salesforce CRM. Remember, everything you do has a purpose!! And you want to ensure you are
focusing on the right set of activities.
Basic Activities in Salesforce.com:
1. Record relationships – These relationships are applicable to campaigns, leads,
opportunities, contacts, accounts and most record objects managed in Salesforce CRM.
This is the number one activity in Salesforce. It shows how engaged a Sales Rep is
working the account and how engaged he is with your client. If you see nothing on the
record –if you see no activity on the record, then your Sales Rep is not working it and
h/she has no plans to ever call the customer again. Even if it’s once a year, have a
follow-up call – use your criteria and the bottom line. You do want to continue to
nurture that relationship.
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2. 2. Task creation – This is a “To Do” item such as, call John. You can create a task for
yourself, someone else or multiple people and it will be visible in Salesforce until it is
completed. An Event is a time bound item. It can be a meeting or appointment and it
must have a date and a time associated with it – because it is assumed complete once
the date/time has passed. We recommend doing it from the opportunity (less clicking).
Log a Call is used when a call is made or received without a prior set appointment.
Salesforce will consider as “Activity History” Immediately and does not require closing.
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3. Creating Tasks:
 Locate the Account, Contact or
Opportunity
 Hover over the “Open Activities”
link
 Click the New Task Button
 Populate ALL Task details
 Assign the Task to another user
by entering his/her name in the “Assigned To” field
 ALWAYS assign contact & categorize the Task!!
 Create a Series (if applicable)
 Click the Save Button
Rule of Thumb: If the activity is
“time bound (has a date and
time associated to it) it MUST be
an Event!
3. Task Types – This allows me to know what this task is related to or what is the task at
hand.
o Closing Tasks - If you have a task and it needs to be closed, click on the X – add a
comment and Save.
4. Event creations – This manages your appointments and meetings. Locate the account,
contact or opportunity; hover over the “Open activities” link; Click “New event”
Populate ALL Event Details’ Manage your Calendar; Categorize the event; Invite Others.
5. Log a Call – Log a call regarding the opportunity or interaction. Keep info updated in
Salesforce.
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