Guidelines for Using the Activities Analytics Dashboard: Einstein Activity Capture includes access to the Activities dashboard, which is built on CRM Analytics. The Activities dashboard shows a summary of your sales activities, including ones added manually to Salesforce and ones added by Einstein Activity Capture. Review keys details about the dashboard, including how activity fields are used.
Activity Metrics: If you use Einstein Activity Capture, Activity Metrics gives you all the information you need about your activity data. When you include Activity Metrics fields on list views, page layouts, reports, triggers, processes, and so forth, the data reflects activities that were added to Salesforce manually and by Einstein Activity Capture.
Turn On Activity Metrics: After you turn on Activity Metrics, the Activity Metrics fields are available to use on list views, page layouts, reports, triggers, flows, and processes.
Activity Metrics Fields: Activity Metrics fields show a summary of sales activities that were added to Salesforce manually and by Einstein Activity Capture. Most of the fields are available to Einstein Activity Capture users after Activity Metrics is turned on. A few fields are available only to Sales Engagement users, regardless of whether they use Einstein Activity Capture. Activity Metric fields are derived from your activity data, so create formula fields when using them on page layouts.
Exclude Emails and Events from Your Salesforce Activities: When you add email addresses to your Excluded Addresses list, emails and events with those addresses aren’t added to the activity timeline of related Salesforce records. Events aren’t added to the Salesforce calendar. And events aren’t synced between Salesforce and the connected accounts.
Considerations for Excluding Data from Einstein Activity Capture: Admins and users can prevent emails and events connected with a particular email address, domain, keywords, or sensitive content from association with Salesforce records. You can also prevent events from syncing between Salesforce and connected accounts. Make sure that you understand the effects of excluding this data from Einstein Activity Capture.
Connect Your Email and Calendar to Salesforce with Einstein Activity Capture or Inbox: Depending on how your Salesforce admin configures Einstein Activity Capture, it’s possible that you’re responsible for connecting or reconnecting your Microsoft or Gmail account to Salesforce. If you use Lightning Email and have access to Inbox features, connect an account to Salesforce.
Connection Methods for Google: Before Einstein Activity Capture can access users’ email and calendar data, connect Salesforce to Google.
Connect Email and Calendar Accounts to Einstein Activity Capture: Before Einstein Activity Capture can access users’ email and calendar data, connect Salesforce to your email account. The choices of how to connect and authenticate users depend on which email and calendar application you use.
Guidelines for Filtering Contacts: With contact sync filters, you can select which contacts sync from Salesforce to your users’ Microsoft or Google applications.Learn about how sync filters work differently, depending on how they’re set.
How Contacts Sync with Einstein Activity Capture: If you use Einstein Activity Capture, learn about how we sync your Microsoft or Google contacts with Salesforce contacts and accounts. Also, learn what we do when we can’t find a match.
Create Custom Einstein Email Insights: Einstein Email Insights give sales reps critical sales context alongside relevant inbound emails. You can get the most relevant email insights by specifying what to look for in email content.
Activities Analytics Dashboard: The Activities analytics dashboard provides a summary of sales activities, including activities added manually and with Einstein Activity Capture.
Data Retention and Deletion: Find out what data Einstein Activity Capture stores, how much is stored, and how long it’s retained.
Enable or Disable Einstein Activity Capture: After you complete the Einstein Activity Capture setup flow, the feature is turned on. However, you can turn it on and off, as needed.
Reassign Users to Einstein Activity Capture: If a user gets an error when trying to connect their email and calendar to Salesforce, remove the Einstein Activity Capture permission for the user, and then assign it again.
How Events Are Automatically Related to Contacts or Leads: Einstein Activity Capture can automatically relate synced Microsoft or Google events to relevant contacts or leads in Salesforce. Learn how that feature works, and how it interacts with other Salesforce options.
How Events Sync with Einstein Activity Capture: Learn how Einstein Activity Capture matches your Microsoft or Google events with relevant Salesforce events, leads, and contacts. Also, learn what we do when we can’t resolve a match, which events we sync, and how often.
How Private Events Sync with Einstein Activity Capture: When a Salesforce admin selects to sync private events in an Einstein Activity Capture configuration, events that reps mark as private can sync between Salesforce and your Microsoft or Google calendar. When a private event syncs, it’s marked as private in both calendar applications. However, some situations aren’t supported for private events, such as attendee sync and automatically relating contacts or leads.
Give Users Access to the Activities Analytics Dashboard: The Activities dashboard provides a summary of sales activities, including activities added manually and with Einstein Activity Capture. Make sure the dashboard is turned on, and then give users access to it.
Using Emails Without Sync Email as Salesforce Activity in Einstein Activity Capture: This information is relevant only to versions of Einstein Activity Capture set up before the Summer ’25 release and that haven't updated to Sync Email as Salesforce Activity. If you have a newer version of Einstein Activity Capture or have migrated email to sync as activity, this information doesn't apply to you.
How Einstein Activity Capture Works: Einstein Activity Capture captures or syncs email and event data, including participants, from the connected Microsoft or Google account and stores it in Salesforce. Understand at a high-level the relationship between your Microsoft or Google account data and how it connects to and powers your Salesforce data and features.
How Activity Sharing for Einstein Activity Capture Works: Use activity sharing rules to manage how users see and share captured event data. If Sync Email as Salesforce Activity is turned on, activity sharing rules also control the visibility of captured email data. If captured email isn’t synced as activity data, use Einstein Activity Capture settings to manage data sharing.
Set Up a Group for Sharing Activities: The group’s owner or manager can enable email and event sharing for private and unlisted Chatter groups. Then, Einstein Activity Capture users within the group can share their emails and events with all group members.
Get Notified When Users’ Connections Are in Trouble: As a Salesforce admin, you can receive notifications in the app and by email when your users’ Einstein Activity Capture connections have a status of Disabled or Needs Attention. Notifications can help you reduce your support queue and increase user satisfaction by helping you resolve issues early.
Network Connection: When setting up Einstein Activity Capture with a Microsoft Exchange on-premises server (2019, 2016, or 2013) or Microsoft Office 365, make sure that you allow the necessary network access.
Assign Einstein Activity Capture to Sales Users: An Einstein Activity Capture permission set includes all the required permissions for access. Assign a permission set to users then, during setup, add users with permission to an Einstein Activity Capture configuration.
Define Which Data to Capture Through an Einstein Activity Capture Configuration: Configurations determine which data gets captured and how it flows between Salesforce and your connected account. You create one configuration during the initial setup and you can add more to customize data capture and sync behavior for specific users or profiles. By default, Einstein Activity Capture syncs events and contacts bi-directionally, though you can edit these settings at any time.
Give Users Access to Einstein Activity Capture: Assign each user an Einstein Activity Capture license and a permission set. Then, make sure users are included in a configuration. Missing any of these can cause connection and access issues.
Connect to Einstein Activity Capture with a Google Workspace Marketplace App: You can use the Salesforce Einstein Activity Capture app on Google Workspace Marketplace as an authentication method. This method provides controlled access to your Google servers while letting you manage users directly in the Google Workspace Marketplace app.
Manage Activities Owned by Inactive Einstein Activity Capture Users: Einstein Activity Capture automatically adds email and events to the activity timeline of related Salesforce records. When an Einstein Activity user becomes an inactive Salesforce user, you can make sure their activities, including private ones, are available to others.
Connect Salesforce to Your Microsoft Exchange Endpoint: If your Exchange Web Service (EWS) isn’t exposed externally because the Microsoft Autodiscover setting isn’t on, Einstein Activity Capture or Inbox can’t find your Microsoft Exchange account. Manually connect your Microsoft Exchange endpoint to Salesforce so that your Microsoft Exchange users can benefit from Einstein Activity Capture or Inbox.
Set Up Einstein Activity Capture for Your Team: Get your sales reps up and running with Einstein Activity Capture. Give users access to Einstein Activity Capture. Connect your company’s email and calendar application to Salesforce, and create a configuration that controls how data moves between applications. Define settings such as which data to exclude and how activities are shared. When you’re done configuring Einstein Activity Capture, your users have some setup to do, too.
Reset Einstein Activity Capture: Reset the feature to change the email and calendar service that you use with Einstein Activity Capture or the authentication method used in the connection. To use Einstein Activity Capture after a reset, complete the setup process again.
Select Who Can Use Einstein Activity Capture: Selecting who can use Einstein Activity Capture is as simple as assigning a permission set to users. The exact steps that you take depend on which license and edition users have. For questions about access to editions and license, contact your Salesforce account executive.
Use a Service Account to Connect an Exchange On-Premises Server to Einstein Activity Capture: If your company uses Microsoft Exchange 2019, 2016, or 2013 on-premises, you can connect to Einstein Activity Capture by using a service account. The Salesforce admin works with their Exchange admin to create a service account with the impersonation role and give Salesforce access to the service account user’s data. By using a service account, you can scope authentication to a specific set of users and set up all Einstein Activity Capture users at the same time.
Connect to Einstein Activity Capture with a Microsoft Exchange Service Account: The service account authentication method is available for Microsoft Exchange on-premises servers. A service account can help you scope authentication to a specific set of users and set up all Einstein Activity Capture users at the same time. The Salesforce admin works with their Exchange admin to create a service account with the impersonation role and give Salesforce access to the service account user’s data. Follow the steps based on the supported server that your company uses.
Test a User’s Einstein Activity Capture Sync Status: If you connect to Einstein Activity Capture using an org-level connection or service account, you can test whether a user’s contacts and events are syncing properly. If a problem occurs, you can reset the user. We also show you that the user accepted the Einstein Activity Capture terms of service and you can send a reminder.
Control How Your Captured Emails Are Shared: Choose how to share email data that Einstein Activity Capture adds to the activity timeline of related Salesforce records. Share with all users, Chatter groups, or no one.
Differences Between Einstein Activity Capture Editions: Einstein Activity Capture Standard is available for users who don’t have Performance or Unlimited editions or a Sales Cloud Einstein, Inbox, Sales Engagement, or Revenue Intelligence license. Einstein Activity Capture has a few differences depending on which version you use.
Field Mappings for Contact Sync: When you use Einstein Activity Capture to sync contacts, fields from your Salesforce contacts are mapped to fields in the connected Microsoft or Google account. Learn which fields sync and how they’re mapped. Plus, see which Microsoft® Exchange field mappings Salesforce admins can customize.
Field Mappings for Event Sync: When you use Einstein Activity Capture to sync events, fields from your Salesforce events are mapped to fields in the connected Microsoft or Google account. Learn which fields sync and how they’re mapped. Plus, see which Microsoft® Exchange field mappings Salesforce admins can customize.
Automate Your Workflow with Einstein Activity Capture: Einstein Activity Capture reduces manual data entry and provides a complete view of your relationship history. Connect your Microsoft or Google account to Salesforce to capture emails and calendar events and relate them to your sales records automatically. Manage your privacy settings to control how activity data appears to teammates while ensuring customer interactions remain current.
Access Einstein Coach Outside of a Sales Program: Receive feedback from Einstein Coach on a sales pitch whenever and as often as you like by accessing Einstein Coach in the Guidance Center. Get help perfecting your sales pitch at your convenience, as many times as is necessary.
Account-Based Selling: Empower sales teams to manage and grow key accounts strategically. With Salesforce tools such as Account Plans, Action Plans, and a suite of Einstein features, your sales reps gain deeper insights into account health, can forecast sales more accurately, and enjoy enhanced collaboration across teams.
Validation Rules for Account Contact Relationships: If your org uses Contacts to Multiple Accounts and you’ve created validation rules for the Account Contact Relationship object, you must bypass those validation rules in some cases.
Account Contact Relationship Fields: Contacts to Multiple Accounts lets you associate a single contact to multiple accounts through the Account Contact Relationship object. Your page layout and field-level security settings determine which fields are visible and editable.
Guidelines for Deleting Accounts: Most accounts and their related records can be deleted in one click. Some accounts can’t be deleted until related records have been removed.
Einstein Account Management: Einstein Account Management provides dashboards and Einstein Discovery models to help you see which of your accounts has potential for growth and which of your accounts need attention.
Account Fields: Accounts have business account fields and person account fields.
Display Account Hierarchies: Give sales reps a bird’s-eye view of the relationships between parent accounts and their subsidiaries.
Set Up Account Hierarchy in Salesforce Classic: Provide a link to the account hierarchy on account records so sales reps can view relationships between parent accounts and their subsidiaries.
Set Up Account Hierarchy in Lightning Experience: Show the relationships between parent accounts and their subsidiaries to sales reps using Lightning Experience. You can customize hierarchy columns to show the information that’s most useful to your sales teams.
Account History: Use the Account History related list on an account detail page to track the changes to the account.
Account Intelligence View: To help you prioritize your records based on activity and opportunity data, the Account Intelligence view adds more capabilities to the standard list view. See account activity, scan vital opportunity metrics, review cases, and log activities, all in one dedicated workspace.
Turn On the Account Intelligence View: To view account activities, see vital account metrics, and access related records in one dedicated workspace, turn on the Account Intelligence view.
Merge Duplicate Accounts: Keep your records clean and free of duplicates so you can reach more customers and maintain better relationships with them.
Change the Search Provider for Agentforce Account Management: Agentforce Account Management uses a default search provider for the Search The Web action to retrieve web data for account research. To optimize search quality and data recency for your accounts, change the search provider to one of your choices. Your agent uses the selected search provider for all web research requests, including interactions in Slack.
Agentforce Account Management Overview: Learn how Agentforce Account Management helps sales teams to research accounts, identify strategic opportunities, and keep account fields up to date.
Account Management with AI: Anchor your entire sales strategy with the help of generative AI. When you turn on Account Management, the Sales agent helps sales reps research accounts, build briefings on business priorities and industry trends, prepare for meetings, and keep key account fields up to date. Reps spend less time managing accounts and more time building customer relationships.
Agentforce Account Management Permissions: You use permission set groups to assign permissions to an AI agent or to an individual user. The Salesforce access controls that you put in place, such as licenses, permissions, and sharing settings, determine what each type of user can access.
Set Up Agentforce Account Management: Set up Agentforce Account Management so your sales team can research accounts, plan strategy, and keep account fields up to date.
Considerations for Using Account Hierarchy: All hierarchies display accounts related via the Parent Account field. Keep these considerations in mind when you create account hierarchies.
Person Accounts: By default, Salesforce accounts are business accounts. Business accounts store information about companies or other entities. Person accounts extend the standard business-to-business account functionality by allowing you to store information about individual consumers. Person accounts combine certain account fields and contact fields into one record. You can use both business accounts and person accounts in the same org.
Enable Person Accounts: Person accounts store information about individual people by combining certain account and contact fields into one record.
Optimize Person Accounts with These Recommended Configurations: Person accounts are ready to go when they're enabled, but a few tweaks make them work better for your organization. The procedures listed here are optional, and can be performed in any order at any time.
Test Your Person Account Setup: After you enable and configure person accounts, we recommend testing your setup to ensure that it's optimized for your organization. You can use this list as a starting point. If you made other custom configurations, don't forget to add tests for them to the list.
Sales Account Plans: Give your sales teams a dedicated workspace to nurture and grow key accounts. With sales account plans, sales teams can capture customer needs, analyze strengths and weaknesses, and define and track objectives with measurable metrics, all in one place.
Sales Account Plan Objectives, Measures, and Calculation Definitions: Add specific, actionable, and measurable goals to your team’s long-term growth strategy with sales account plans. When adding an objective to a sales account plan, you can specify how to measure the objective, select a calculation definition, and select related records. The objective measure, calculation definition, and related records selections determine how the objective tracks activity and how the objective’s current value updates.
Set Up Sales Account Plans: To get started with long-term account growth strategies, turn on sales account plans, assign a permission set, update page layouts, and set up related features.
Select Who Can Use Sales Account Plans: By default, only Salesforce admins can access the sales account plan objects. To get your sales teams started with account planning, assign the Manage Account Plans permission set to them and optimize your sharing settings.
Strategic Tracker with Sales Action Plans: Give your sales team members specific steps to complete as they work toward completing account plan objectives. Each objective’s Strategic Tracker uses sales action plans to organize the tasks and events that you want team members to complete.
Sales Account Research: Perform your external company research without leaving Salesforce. Use generative AI to gather valuable company insights such as competitive strengths and weaknesses, strategic initiatives, and key performance indicators. Then, to reduce research time and boost your ability to grow key accounts strategically, populate account and account plan fields with the results. For a personalized experience, create custom prompt templates with your own research topics.
Considerations for Using Sales Account Research: Before you research accounts with generative AI, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Customize Sales Account Research for Your Business Needs: The Account Research Lightning component comes with seven pre-configured research topics. To create custom research topics that fit your unique business requirements, use Prompt Builder.
Sales Account Research Overview: Gain a deep understanding of your customers’ needs with generative AI-driven account research. Research and compile answers to key strategic questions with one click. Then, update account and account plan fields with the results. That way you save time and boost your ability to grow and retain customer relationships.
Turn On Sales Account Research: To use generative AI for external company research directly within Salesforce, turn on and configure Account Research.
Share Accounts: Your administrator defines your organization's sharing model and your organization's default account access levels for territories. However, you can extend sharing privileges for your own data on an account-by-account basis.
Use Reports to Maintain Account Teams: Keep team information current using the ID field on Account Team Member in reports. For example, run a report to identify all the account teams that a user is a member of. Then use the IDs and Data Loader to remove the team member from all account teams.
Considerations for Customizing Account Teams: If you customize account teams, review considerations related to custom fields, team member information, and validation rule, flow, and Apex trigger support.
Accounts: Use accounts to store information about customers or individuals you do business with. There are two types of accounts. Business accounts store information about companies. Person accounts store information about individual people.
Manage Accounts: Get the most out of accounts by merging duplicates, sharing accounts with the right people, seeing the history of an account, and more. And, get vital account metrics using the Account Intelligence view.
View and Convert Leads on an Account: Accounts show leads matched to a business account, with the best matches first. Convert leads without leaving the account.
Considerations for Using Merge Fields for Person Accounts: A merge field is a field you can put in an email, an email template, a mail merge template, a custom link, or a formula to incorporate values from a record. You can use merge fields in the subject and body of custom HTML templates. When using merge fields, it’s a good idea to understand how they work and what to expect in your merged documents and emails.
Considerations for Using Merge Fields in Validation Rules for Person Accounts: A merge field incorporates values from a record. You can add merge fields to an email template, mail merge template, custom link, or formula. If your person account validation rules include merge fields, here are some things to keep in mind.
Collaborate on Accounts by Using Teams: When you collaborate on accounts with colleagues, use account teams to facilitate teamwork and track progress. Roles on a team can include an executive sponsor, a dedicated support agent, and a project manager, for example. Team members can be internal users or partner users.
Considerations for Account Team Member Access: When you view a team member's access, the level shown depends on where you look. The account team member record shows only the directly granted access, while the Team Member Access action shows the user's total access from all sources.
Working with Teams on Your Accounts: If your Salesforce admin has enabled account teams, the Account Team related list appears on each account. You can add, edit, or remove team members.
Administer Account Teams: To help your account reps collaborate and improve customer relationships, turn on account teams and customize the account team layout.
Customize Account Team Roles: Every account team member has a role on an account. To track the roles that team members fill in your company, such as account manager or sales rep, customize your account team roles.
Considerations for Using Account Teams: Review considerations for working with account teams. Learn about account team members and access levels and what happens to team members when an account owner changes.
Set Up and Manage a Default Account Team: Set up a default team of coworkers you typically work with on accounts, with a role for each member and special access to your accounts. If you don’t see the Account Team related list, ask your Salesforce admin to turn on account teams.
Disable Account Teams: If your account reps aren’t using account teams and you don’t want to retain account team data, you can disable account teams.
Turn On Account Teams: To allow your reps to create and maintain long-term, collaborative teams for their accounts, turn on account teams.
Account Team Fields: Account team member data is stored in standard fields. A user’s page layout determines which fields are visible, and a user’s access to the account determines which fields are editable.
Considerations for Einstein Account Management: When you set up Einstein Account Management, you must have certain settings configured in your org, and you must have certain objects to populate the dashboards correctly.
Use Einstein Account Management: Einstein Account Management provides dashboards and Einstein Discovery models to help you see which of your accounts has potential and which accounts have product white space. You can also see which of your accounts need attention.
Activate and Deactivate Currencies: For orgs with multiple currencies, specify which currencies are supported by activating or deactivating currencies.
Set Up Big Deal Alerts for Opportunities: Automatically email your users whenever an opportunity reaches a threshold of amount and probability. For example, set the threshold to trigger an alert when opportunities of $500,000 or more reach a probability of 90%. The alert is a plain-text email rendered in the corporate language and using the corporate currency setting.
Activities: Tasks, Events, and Calendars: Activities include tasks, events, and calendars. With Salesforce, track tasks and meetings together in lists and reports to easily prioritize your time and keep up with your accounts, campaigns, contacts, leads, and opportunities.
Create Tasks in Bulk for Multiple People in Salesforce Classic: Assign up to 100 coworkers an independent copy of the same task. For example, you can create a task “Submit your expense reports” with the appropriate due date and assign it to a team of account executives.
Activity Reminders and Notifications: Salesforce displays event and task reminders differently in Classic and Lightning Experience. You can customize reminders in your personal settings in both places.
Activity Reminders and Notifications in Salesforce Classic: Salesforce displays event and task reminders in a reminder window. The reminder window opens whenever a reminder is triggered. When you log in, a sound plays if you have reminders that have been triggered since the last time you logged in. You can customize reminders in your personal settings.
Activities Reports: Run standard or custom reports that display details about your tasks or events and their related contacts, accounts, opportunities, and other associated records. Archived activities aren’t included in reports.
Calendar Views: Calendar views display your events in Salesforce.
Calendar Views in Salesforce Classic: Calendar views display your own calendar and coworkers’ calendars along with list views of open tasks. On the Home tab, the Calendar section shows upcoming events, a date picker for the month, and links to other calendar and activity views. You can share your calendar with coworkers and print calendars and task lists.
Calendar Views in Lightning Experience: Your calendar displays all events that you own in Salesforce on the My Events Calendar. Calendars that you create from a Salesforce object display data in date fields as calendar items. View, create, and edit your events in a day, week, or month view. You can also see any calendars shared by colleagues that you’ve added to your view.
Guidelines for Tracking Activities: Review guidelines for tracking tasks and events, including how activity access is determined, how record-activity relationships work, and how the last activity date on a record is determined.
Respond to Event Invitations: You accept or decline an event invitation differently depending on whether the event organizer invited you from Salesforce Classic or Lightning Experience.
Respond to Event Invitations Sent from Salesforce Classic: When a coworker invites you to an event, you receive an email containing a link to the event. Invitations initiated in Salesforce Classic are emailed from Salesforce. Accept or decline invitations from the event record.
Respond to Event Invitations Sent from Lightning Experience or the Salesforce Mobile App: It isn’t possible to respond to event invitations from Lightning Experience or the Salesforce mobile app. Instead, you can accept or decline event invitations from Microsoft® Exchange calendars or Google Calendar™, or the emails generated from those applications.
Control Access to Activities: Disable the Access Activities permission so users, such as guest users in Experience Builder sites, don’t have access to any tasks, events, and emails. That way, your reps and agents can be sure that their work remains private.
Public Cloud Infrastructure: Amazon Web Services (AWS) infrastructure is separate from the main Salesforce instance that powers Einstein Activity Capture services. This AWS infrastructure, called the Activity Platform Hyperforce infrastructure, is the next-generation Salesforce infrastructure architecture for public cloud, where Salesforce services run.
Compliance: Salesforce compliance standards apply to Einstein Activity Capture data stored on the Activity Platform Hyperforce infrastructure. Einstein Activity Capture data adheres to the same compliance standards as other Salesforce services.
Authentication and Data Flow: Einstein Activity Capture uses secure authentication and data flow to protect sensitive data, such as emails, calendar events, and contacts.
Data Privacy: Einstein Activity Capture includes several ways for users to sync, store, and share data, as required.
Data Storage and Usage: When a Google or Microsoft account connects, Einstein Activity Capture captures and stores an initial amount of historical data on Activity Platform Hyperforce infrastructure.
Encryption: In Einstein Activity Capture, encryption means a layered approach to data protection.
Exchange Web Services (EWS): To access emails, events, and contacts from Exchange, Salesforce makes these calls via Exchange Web Services (EWS).
Microsoft Graph API: Starting Spring ’26, Einstein Activity Capture configured to use Microsoft Office 365 is automatically authenticated by using Microsoft Graph. Microsoft is retiring Exchange Web Services in October 2026 for Microsoft Office 365, and Microsoft Graph API replaces Exchange Web Services as a more advanced, secure, and scalable solution. Microsoft Graph exposes REST APIs and client libraries to access data on Microsoft Office 365.
Org Provisioning: When you turn on Einstein Activity Capture, Salesforce creates a corresponding Einstein Activity Capture service on the Activity Platform Hyperforce infrastructure.
Einstein Activity Capture Security: To protect your data and remain compliant, review the security features of Einstein Activity Capture. Security features include access and authentication, network access configuration, Exchange Web Services and Microsoft Graph API usage, data flow, storage, encryption, privacy, and retention policies.
Create Predefined Subjects for Tasks and Events: Reps can create tasks and events faster with predefined subject values. A Salesforce admin defines subject values based on what’s most useful to reps.
Activity Timeline Settings Filters: Use the filters on the activity timeline to narrow down what’s visible, focus on what’s important, and find what you’re looking for.
Activity Timeline: In Lightning Experience, records don’t show the Open Activities and Activity History related lists. Instead, track your activities in the activity timeline. The activity timeline is supported for accounts, cases, claims, contacts, contracts, insurance policies, leads, opportunities, voice calls, and activity-enabled custom objects.
Customize Buttons on the Tabbed Activity Composer: If your page layouts have been customized and you don’t see the Log a Call, New Event, New Task, or Send an Email buttons on the tabbed activity composer, you can add them. Just add the appropriate buttons to the Salesforce Mobile and Lightning Experience Actions section of page layouts.
Sorting Options for Past Activities in the Activity Timeline: Past activities can be sorted in one of two ways: the date the activity was due, or the date the activity was completed. If there’s no due date, or the due date is in the future, the last modified date is used.
Change Sorting for Past Activities: Past activities can be sorted in one of two ways: the date the activity was due, or the date the activity was completed.
Upload Mail Merge Templates to Salesforce: Before sales reps can use Extended Mail merge to send mail merge documents from their Salesforce records, Salesforce admins must upload a Microsoft Word mail merge template to Salesforce. Then, the mail merge template is available to reps from their accounts, contacts, leads, cases, opportunities, and custom objects.
Enabling Compliance BCC Emails: If your organization evaluates all outbound email messages for compliance, you can enable compliance BCC emails.
Manage Multiple Currencies: Give your sales team the ability to use multiple currencies in opportunities, forecasts, quotes, reports, and other data.
Email Templates in Salesforce Classic: Use email templates to increase productivity and ensure consistent messaging. Email templates with merge fields let you quickly send emails that include field data from Salesforce records.
Considerations for Enabling Multiple Currencies: Enabling multiple currencies introduces permanent changes in your org. Before proceeding, be aware of these implications to ensure a smooth transition.
Create or Download Mail Merge Templates: Mail merge templates define the content of a form letter, envelope, label, or other mail merge document. Before sales reps can generate mail merged documents using Extended Mail Merge, someone on your sales team must create a mail merge template in Microsoft Word. Or you can use our downloadable sample templates.
About Advanced Currency Management: Advanced currency management allows you to manage dated exchange rates within opportunities using Salesforce. Dated exchange rates allow you to map a conversion rate to a specific date range.
Understand Default Access Setup for AI-Powered Selling: When you grant access from the AI Powered Selling Initial Setup page, Salesforce identifies existing access components and creates only the missing ones in your org. This process helps you start quickly without setting up roles or activity sync beforehand.
Set up Agentic Sales Cloud Faster with AI-Powered Selling Initial Setup: Set up your sales org quickly with a unified experience that turns on key Sales Cloud features and essential AI-powered selling tools. The setup experience automates setup steps and helps admins empower sales teams to work with AI-powered selling tools from day one. The setup experience also streamlines setup gaps for existing orgs, reducing manual work and ensuring a consistent, ready-to-use sales environment.
Manage User Access from Initial Setup: Give sellers the access they need to start working with core sales tools and stay productive from day one. Add new sellers from the AI-Powered Selling Initial Setup page.
Prepare Your Sales Teams for AI-Driven Selling: To maximize your sales teams' productivity, set up essential features that support AI-driven insights and Sales Workspace. Configure connected email and meeting tools, user access, quotas, and AI agents so sellers can capture activity and act on insights.
Complete Prerequisites for AI-Powered Selling Initial Setup: To set up Sales Cloud using AI-Powered Selling Initial Setup, turn on Data 360. Verify that you have required permissions and that the forecast type is set to Opportunity Revenue.
Guidelines for Setting Up the Gmail Integration: Before setting up the integration with Gmail, review which features you want to enable and whether sales reps need access to different components.
Set Up the Integration with Gmail: The integration between Salesforce and Gmail™ requires both Salesforce setup and a short client-side setup procedure. But don’t worry. You can turn on the integration and get the Salesforce extension up and running fast. After you’re set up, use the Lightning App Builder to create custom email application panes that can include different features for different sales reps.
Get the Gmail Integration: To start using the integration with Gmail™, get the Salesforce extension from the Chrome Web Store and connect your email account.
Enhanced Email and the Outlook Integration: Turn on Enhanced Email in the Outlook integration and Sync setup page so sales reps can relate emails to relevant Salesforce records quicker and more easily.
Guidelines for Setting Up the Outlook Integration: Before setting up the integration with Microsoft Outlook, review which features you want to enable and whether sales reps need access to different components.
Enable Event Type Selections to Log Events from Outlook or Gmail: Use the Type field on the Event object to provide sales reps a selection list to identify the type of event logged from the Outlook or Gmail integration. If the field is visible, reps can choose from a list of event types to classify the event they’re logging. Customize the Type field’s picklist values to reflect the types of communications in your business.
Microsoft Exchange Server Setup for the Outlook Integration: Depending on your Exchange server and Outlook versions, and the features that your reps need, set up Exchange Web Services (EWS) so the server can communicate with Salesforce. To determine if Exchange server setup is required for the Outlook integration in your implementation, review the configuration options and considerations for each approach.
Deploy the Outlook Integration to Users: To use the Outlook integration, each sales rep needs the Salesforce add-in, which provides the integration features. The add-in includes the base integration experience, and Inbox features are unlocked when a user is set up to use Inbox.
Set Up the Integration with Outlook: The integration between Salesforce and Microsoft® Outlook® requires both server-side setup and a short client-side setup procedure. Review the system requirements and ensure that your email server is set up to communicate with the integration. Turn on the integration and push the Salesforce add-in to your Outlook users.
Roles Required to Set Up the Outlook Integration: Setting up the integration with Microsoft® Outlook® requires a Salesforce admin, a Microsoft Exchange server admin, and the users running the integration within Outlook.
Get the Outlook Integration via the Salesforce Add-In: To use the integration, each Outlook user needs the Salesforce add-in for Microsoft Outlook. How each user gets the add-in is up to the email administrator and IT department at your company. After the add-in is installed, open it in Outlook, connect your email account, and then manage the add-in like you do other Microsoft add-ins.
Give Outlook Access to Salesforce: To view and work with Salesforce data in Microsoft® Outlook®, and to relate emails to Salesforce records, reps must give Outlook access to Salesforce.
Considerations for Outlook Shared Folders in Outlook Integration: Sales reps can log emails and events to Salesforce from Outlook shared folders. For example, someone delegates access to their inbox or calendar to a teammate, or a group uses a shared email address such as info@company.com. Review the considerations about how the Outlook integration features work in shared folders.
Set Up Agentforce Service Agent for Lead Generation: Expand your Agentforce Service Agent’s scope to autonomously capture leads from your website or messaging channel. The lead generation subagents and actions capture the necessary data to generate leads and schedule a meeting with a sales rep.
Automating Enablement Program Assignment: Instead of manually assigning users to Enablement programs, automate assignments with an invocable action in Flow Builder, Apex, or REST API.
Automatic Contact Enhancements: Let generative AI identify your contacts’ buying behavior and company information automatically from your email interactions. Build content-rich profiles for all your contacts to draw accurate buyer relationship maps so that you can close deals.
Set Up Automatic Contact Enhancements: Turn on Automatic Contact Enhancements, add fields to the contact record layout and list views, and recognize when the feature is on.
Create a Badge: Create custom badges to recognize and thank your coworkers.
Accept an Invitation for Salesforce to Salesforce: If a business partner sent you an invitation to connect using Salesforce to Salesforce, you can accept or reject that invitation by following these steps.
Forward Records to Another Salesforce Organization: To share records with a connected organization using Salesforce to Salesforce, you forward them or assign them to a queue. You can forward the same records to multiple connected organizations.
Configure Salesforce to Salesforce: After enabling Salesforce to Salesforce, you create and assign a permission set to control which users can manage connections and sharing. You also add the External Sharing related list to page layouts and create communication templates for managing communications with connected organizations.
Manage Salesforce to Salesforce Connections: From the Connections tab, you can manage your Salesforce to Salesforce connections and connection templates. Connections include everyone that you have invited, whether they have accepted, declined, or have not yet responded, as well as all the invitations you have received. Recent connections are automatically displayed on the Connections sub-tab.
Enable Salesforce to Salesforce: From Salesforce to Salesforce Settings in Setup, you can easily enable Salesforce to Salesforce. After enabling Salesforce to Salesforce, you can’t disable it. However, you can control which data you share and with whom you share it.
Salesforce to Salesforce: Salesforce to Salesforce makes it easy for businesses using Salesforce to share records and get updated data on shared records. For example, you can share lead and opportunity data with partners. Salesforce to Salesforce lets your business partners easily integrate your data with their Salesforce records. You can see all of your sharing activity, manage your entire pipeline, share data across multi-tiered partnerships, and integrate your business processes with updates received from your partners using workflow and assignment rules.
Accept Records Forwarded from a Connected Organization: With Salesforce to Salesforce, you can select which type of records you want to accept from a connected organization that shares them. You can’t accept forwarded records on the Salesforce mobile app.
Share Records Using Salesforce to Salesforce: Once you’ve created a connection to another Salesforce organization, you can share records and updated data with them. You control the type of records you share with your connected organizations by selecting which objects and fields to publish. Your connected organizations don’t have direct access to records that you’re sharing. They have a record in their organization that is connected to your record through Salesforce to Salesforce. Any updates to the shared information on either record are reflected on the other record.
Best Practices for Mapping Fields in Salesforce to Salesforce: When you subscribe to a field in Salesforce to Salesforce, you map it to a field in your org. This mapping syncs updates between the fields for all shared records. Before you map fields, look at these important best practices.
Publish Fields in Salesforce to Salesforce: Once you publish an object, you can select which individual fields on that object are published. For standard objects that are published, a default set of fields is automatically published.
Publish Objects with Salesforce to Salesforce: To share records with another Salesforce organization using Salesforce to Salesforce, you must first publish the objects that you want to share.
Statuses for Records Shared with Salesforce to Salesforce: Salesforce to Salesforce lets you share records with connected organizations. When viewing a shared record, the header shows the record's sharing status. The record may also contain the External Sharing related list, which shows sharing details and status.
Invite Business Partners to Connect using Salesforce to Salesforce: Before you can start sharing data with your business partners, you need to set up a connection to them using Salesforce to Salesforce. To create that connection, you need to invite your business partner.
Set Up Salesforce to Salesforce: To set up Salesforce to Salesforce, you enable and configure it, connect to other Salesforce organizations, and start sharing data.
Subscribe to Fields in Salesforce to Salesforce: When you accept an invitation from a business partner to join Salesforce to Salesforce, you can subscribe to fields that your business partner has published and map those fields to your fields. When your business partner updates the fields on a record that you’re sharing, the fields will be updated on the shared record in your organization.
Subscribe to Objects with Salesforce to Salesforce: When you are connected to a business partner using Salesforce to Salesforce, you can subscribe to objects that your business partner has published. When you subscribe to an object, you map it to an object in your organization. Standard objects must map to standard objects in your organization, but you can map custom objects to any custom object. For example, if your business partner has published a custom object named Prospects, you can map that to a custom object named Client.
Create and Apply Connection Templates: Connection templates let you define objects and fields that can be published to connected organizations. To make publishing easier, assign connection templates to your connections by going to the Connections tab and then the Templates sub-tab. When a connection template is applied to a connection, the object and field rules are applied to that connection.
Automate Updates with Workflow Rules in Salesforce to Salesforce: You can use workflow rules to automate updates to records and connections in Salesforce to Salesforce. You can use workflows for many processes, including updating values on picklists when a connection edits the field. If your organization is set up to automatically accept records, workflow rules are triggered by any field you subscribed to.
Buyer Relationship Map: Buyer Relationship Maps helps sellers visualize contacts across company levels and manage complex B2B stakeholder relationships within Accounts and Opportunities. Discover key stakeholders, deal champions, and potential risks. After you turn on Buyer Relationship Map, the Seniority Level, Department Group, and Buyer Attributes fields are available to add to your contacts.
Use Calendars to Track and Visualize Dates in Salesforce Objects in Lightning Experience: Want an easy, visual way to track upcoming or ongoing campaigns? Support cases? Retail store events? Opportunities due to close? Create a calendar from a standard or custom object: Choose a date field that represents data you want to track, and the calendar displays data in that field as calendar items. You can customize most calendars by applying a list view. We’ve included a few popular examples. You can hide or show calendars, and you can edit and delete them. Some considerations apply to creating calendars.
Calendar Sharing in Salesforce Classic: Grant others access to view or edit your calendar in Salesforce Classic, or view a calendar that a coworker shares with you.
Calendar Sharing: Give coworkers access to view or edit your calendar in Salesforce Classic and Lightning Experience.
Share Your Calendar in Salesforce Classic: You can grant coworkers, personal and public groups, roles, or roles and subordinates access to view or edit your calendar in Salesforce Classic.
View Coworkers’ Calendars in Lightning Experience: When coworkers share their My Events calendar with you, then you can view it in Lightning Experience. Add several calendars to your calendar view at one time with user list calendars.
Einstein Conversation Insights: Give sales teams insights about their customer calls and surface coachable moments. Managers and reps can play recordings of conversations to gain visibility into mentions of competitors, products, custom keywords, pricing discussions, and next steps. Sales leaders can extract conversation trends and visualize insights related to voice and video calls.
Recording Providers: Connect voice and video recording providers to begin importing calls into Einstein Conversation Insights.
Set Up Einstein Conversation Insights: Use the Setup menu to get the guidance you need for setting up Einstein Conversation Insights. Connect a recording provider, assign permission sets, and define insights to use Einstein Conversation Insights. After the setup process is complete on the org and user levels, calls are processed automatically, and call data can be found on voice and video record pages.
Set Up Call Insights: Configure keyword insights related to mentions of competitors and products that are important to your Salesforce org. Or create custom keyword insights for when words or phrases relevant to your teams are mentioned. If your org has access to Generative Conversation Insights, use generative AI to track important themes and topics.
Track Campaign Field History: You can track the changes made to selected fields on the campaign. Each time a user modifies a tracked field, the date, time, user, and changes appear in the related list.
Campaign Influence: Understand how your campaigns are affecting your opportunity pipeline.
Accounts as Campaign Members: To support your account-based marketing efforts, you can add an account or a person account to a campaign as a campaign member. Add accounts anywhere you normally add a campaign member, such as reports and related lists.
Connect Multiple Campaigns at Once: The easiest way to audit and organize your campaigns in bulk is to download our mapping workbook. It contains your campaign names and IDs in three worksheets. Copy and paste values from the workbook tabs to align the campaigns in the Connect tab. Then, upload the completed file.
Field Handling for Cloning Campaigns with Related Records: The Clone with Related operation saves campaign field values and relationships to available asset records. Some fields are altered during the clone process, such as the new campaign and asset IDs. Some fields can’t be duplicated, and appear blank on the new campaign or asset records.
Clone a Campaign with Related Records: Clone a campaign record when it contains helpful details you want to use again. When you use the Clone with Related operation, you can choose which field values and related marketing assets to copy to the new campaign.
Considerations for Using Campaigns: Review the available options and functionalities before working with campaigns in Salesforce Classic, mobile devices, and Experience Cloud sites.
Campaign Member Statuses: Campaigns can help you monitor prospects as they interact with your marketing assets. After a person or an account is added as a campaign member, users can apply a member status that reflects their recent activity. To allow users to create a member status at any time, a Salesforce admin must add a related list to campaign records.
Customize Campaign Types: The Type field on your campaign indicates the general method or channel for your campaigns, such as Direct Mail or Referral Program. To organize the types of campaigns that your business runs, customize the picklist for this field. When marketers monitor campaign performance, they can use the Type field to see how specific campaign types are performing against others.
Get to Know Salesforce Campaigns: Many cross-functional teams struggle to adequately communicate and hand off important data and resources. Use Salesforce campaigns to bridge the gap between marketing and sales and promote your successes to internal stakeholders. You can define campaign types, organize assets, add members, create campaign hierarchies, and then track and report on campaign performance. Tools like Campaign Influence and Einstein Attribution help attribute success and optimize future campaigns.
Create or Edit a Campaign: To get started with a new campaign, create a record by filling in the required fields Campaign Name and Currency. To optimize your campaign records for monitoring and reporting, provide details in the remaining fields, such as type and budget. You can also create a campaign by cloning another campaign record.
Campaign Fields: Understand what each field in a campaign represents. Depending on your page layout and field-level security settings, some fields may not be visible or editable.
Understand Campaign Hierarchy: To organize and link individual marketing campaigns together, use parent and child relationships to associate campaigns in a campaign hierarchy. You can think of a hierarchy as a family tree. Metrics from child campaigns roll up to the parent, so you can access data for individual campaigns or in aggregate. You can build a hierarchy to focus on marketing channels, fiscal periods, long-term projects, or any other factor that makes sense for your business. A campaign hierarchy can support up to five levels.
Allow Users to Create Campaign Hierarchies: Before users can associate campaigns in a hierarchy, an admin must configure campaign page layouts to support it. Set up field-level security, and then add the Parent Campaign field and related list to campaign records.
Import Campaign Members: Add contacts, leads, and person accounts to campaigns via the Data Import Wizard.
Customizable Campaign Influence: Campaign Influence is a tool that helps you attribute a percentage of success to influential campaigns. Two versions are available: Campaign Influence 1.0 for Salesforce Classic and Customizable Campaign Influence for Classic and Lightning Experience. The customizable version offers more flexibility in how you assign influence to your marketing activities.
Add Customizable Campaign Influence Related Lists: To view Customizable Campaign Influence records, add related lists to campaign, opportunity, and account page layouts. Data in related lists is limited to the model marked as the default model in Setup.
Add Influential Campaigns to an Opportunity: When you’re using a custom model with Customizable Campaign Influence and the model set as the default, you manually create campaign influence records. Each time a campaign makes an impact on an opportunity, create a record that identifies the influential campaign, and enter an attribution percentage.
Create a Custom Campaign Influence Model: A custom influence model allows users to manually identify how much a campaign influences an opportunity. You can also set up triggers and processes that create campaign influence records.
Use Customizable Campaign Influence: Customizable Campaign Influence is a flexible tool that combines sales and marketing data. Choose a predefined model or enter custom influence percentages. To see how marketing efforts impact your pipeline, build reports and dashboards based on active models.
Find Campaign Influence Results: Customizable Campaign Influence offers a few ways to explore these influential relationships, from the record-level to a more aggregate view.
Enable Customizable Campaign Influence: When you’re ready to set up Customizable Campaign Influence, turn on the feature in Setup. Then select or create the model you want to use.
Set Up Customizable Campaign Influence: Review prerequisites for Customizable Campaign Influence. Give users access, and create page layouts and reports to set up your reps for success.
Switching to Customizable Campaign Influence: Look at the differences between the two Campaign Influence features and consider what steps are necessary to prepare for transition.
How Customizable Campaign Influence Works: Customizable Campaign Influence identifies revenue share with standard and custom attribution models that you can update manually or via automated processes. Add Customizable Campaign Influence data in related lists and reports so that your reps can understand which campaigns impact their opportunity pipeline.
Campaign Influence 1.0: Campaign Influence 1.0 helps identify the return on your campaign investments. It uses the Campaign Influence object to make connections across contacts, campaigns, and opportunities. Campaign Influence 1.0 isn’t supported in Lightning Experience. To track influential campaigns in Lightning Experience, switch to Customizable Campaign Influence.
Configure Campaign Influence: To enable Campaign Influence 1.0, add the Campaign Influence related list to Opportunity page layouts and decide whether to configure the optional auto-association settings.
Add Campaign Influence Manually: You can track campaign influence manually by adding it to the Campaign Influence related list. When you add to a campaign manually, you don’t select a specific contact, so names and campaign member statuses aren’t shown.
Working with Campaigns: Salesforce campaign records support your team throughout the campaign lifecycle. Use campaigns to communicate and share resources with coworkers during planning and execution, and then monitor and report on campaign successes.
Add Multiple Members to a Campaign from a List View: Save time by adding up to 200 members to a campaign at once from your lead or contact list views. Or update the member status for members already associated with the campaign.
Campaign Member Task Overview: Use the Manage Members page to search for, add, or edit multiple leads and contacts. To add members one at a time, go to a member’s contact or lead detail page. With the Data Import Wizard, you can add up to 50,000 leads, contacts, or person accounts at a time to a campaign. You can also use the Data Import Wizard to update the statuses of up to 50,000 campaign members at a time.
Displaying and Editing a Campaign Member: From the campaign member detail page, you can edit, delete, or clone a campaign member record. Additionally, if the campaign member is based on a lead, you can convert the lead; if the campaign member is based on a contact, you can create an opportunity.
Edit Multiple Campaign Members: Follow these steps to update the campaign member status, edit campaign member details, and remove campaign members from the Manage Members page.
Considerations for Connecting Campaigns: If you’re setting up Connected Campaigns in a business unit with existing campaigns, keep these considerations in mind.
Enable Connected Campaigns: When you enable Connected Campaigns, decide which record types you want to connect and create.
Migrate to Connected Campaigns: Use Salesforce campaigns to align with revenue teams and get access to Salesforce reporting and other platform functionality. To activate these benefits, users who have Account Engagement campaigns must enable Connected Campaigns and map their records.
Get Started with Connected Campaigns: If you purchased Account Engagement after March 22, 2019, Connected Campaigns is partially enabled by default. To configure campaigns to work best for your business, complete a few tasks.
Connect Account Engagement and Salesforce Campaigns: If you’re new to Salesforce and Account Engagement, the Connected Campaigns feature is already partially enabled. Connect campaigns to save time, reduce clutter, and access valuable cross-product features. For example, work with Campaign Influence attribution models, Engagement History, and Einstein Campaign Insights for a complete view of your business. Plus, you can work with prospects and engagement data without leaving Salesforce.
Sync Campaign Members: To begin automatically syncing campaign members between Account Engagement and Salesforce, turn on Campaign Member Sync. You can also manually update the sync for all of your connected campaigns at once
Campaign Member Sync: As you connect your campaigns, decide whether to sync prospects into those campaigns. When you turn on Member Sync for connected campaigns, prospects appear in Salesforce as campaign members.
Getting Started Worksheet: Before you begin creating campaigns, think about your business goals, existing processes, and the tactics that your marketing team uses most. Campaign management is most effective when it aligns with the way your business already works. A Salesforce admin can help customize the tactical components of your campaigns that marketers use every day.
Set Up Campaigns in Salesforce: Salesforce campaigns help you track engagement and report on your marketing efforts. They’re fully customizable to meet your business needs, which means it takes some planning and a few steps to configure the Campaign object to support effective marketing campaigns.
Share Campaigns: Like all Salesforce objects, your sharing model governs campaigns access. To make sure that the right colleagues have access to the right campaigns, a campaign owner or Salesforce admin can extend sharing for your own campaigns one by one.
Things to Know About Campaigns: Review these considerations before you work with campaigns. Learn more about campaigns, campaign members, and their fields.
Tour the Campaigns Object: To get familiar with the data in your campaign records, let’s take a tour of the Campaign object.
How Campaigns Can Help: You can use Salesforce campaigns in a variety of businesses and marketing processes throughout the marketing cycle. Campaigns help organize your marketing plan and assets. Plus, when you set up your campaign records effectively, they contain valuable data that you can use to optimize future efforts.
Use Campaigns with Other Clouds: For a more comprehensive picture of your marketing-to-sales funnel, you can align Salesforce campaigns to Marketing Cloud Engagement and Account Engagement.
Create a Campaign Hierarchy: To organize campaigns and link them together, you can associate them with parent and child relationships in a campaign hierarchy. When you run reports, metrics from the child campaigns roll up to the parent.
Call Coaching: Use Call Coaching to define and track key competencies across your sales teams. The feature works across video calls for Einstein Conversation Insights users. You can configure an agent for AI-powered evaluations or manually evaluate calls. The feature is available to orgs that use generative AI features.
Considerations for Call Coaching: To use Call Coaching, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Call Coaching Setup with AI Tools: Set up and configure the Call Coaching feature for your sales org conversationally. With Call Coaching, your sales teams can track key competencies to standardize coaching. After you’ve set everything up, AI call coaching does all the scoring for your video call recordings. Instead of configuring measures manually, admins can enable Call Coaching and create coaching competencies conversationally to ensure they are thorough and meet best practices.
Add the Call Coaching Component to Video Calls: If you have Call Coaching enabled, use the Lightning App Builder to add the Coaching tab to video call records if they’re not added by default.
Score Video Calls with Call Coaching: Create call competencies from the Call Coaching page in Salesforce Go. For best results, follow the steps listed in the modals before activation.
Set Up Call Coaching: Create call competencies from the Call Coaching page in Salesforce Go. For best results, follow the steps listed in the windows before activation.
Power AI Workflows for Einstein Conversation Insights with Invocable Actions: Use different invocable actions to get more out of your customer conversations. Harness these conversations to create sales agents, or draft sales emails and personalized pitches with a single click. For Einstein Conversation Insights, the available actions include Explore Conversation, Get Conversation Transcript, and Get Conversation Intelligence.
Post Call Automation Best Practices: Make the most of your AI workflows for your conversation data by considering these best practices and nuances.
Explore Conversation Invocable Action: The Call Explorer feature allows users to ask questions about voice and video calls. Gather information about a call, such as product mentions or outstanding customer questions. And with the Explore Conversation invocable action, you can harness this power through Flow Builder, Metadata API, REST, Apex, and Agentforce.
Get Conversation Intelligence Invocable Action: Create flows and use the REST API and Apex to get information about call insights and call summaries. This can include information about customer challenges, competitor mentions, and any custom insights you’ve configured.
Get Conversation Transcript Invocable Action: Use the Get Conversation Transcript invocable action to harness conversation data in Flow Builder, Apex, and REST API. Use this information to automate record updates and risk escalation, or generate call recaps based on voice and video call conversations. Get access to the raw transcript to get the vendor transcript earlier, or get the processed transcript that includes more call details provided during processing.
Einstein Conversation Insights Related Record Matching: Einstein Conversation Insights (ECI) can match related records to voice and video calls automatically. This includes matching call records with related opportunities or accounts, and matching call participants with the right user, contact, or lead. These record connections are important for associating sales calls with corresponding deals, and ensuring that vital details remain accessible and context-specific.
Related Record Matching for Voice Calls: With the Einstein Conversation Insights (ECI) Related Record Matching setting enabled, ECI uses participant details to link useful information between voice calls and relevant records, typically an opportunity. Call participants are also matched based on phone numbers.
Related Record Matching for Video Calls: With the Einstein Conversation Insights (ECI) Related Record Matching setting enabled, ECI uses participant details to link useful information between video calls and relevant records, typically an opportunity. Call participants are also matched based on call details.
Turn On Einstein Conversation Insights: Enable Einstein Conversation Insights from the General Settings page in Setup. You can also use the new Salesforce Go experience to access more settings from a single location.
Connect Video Recording Providers: Connect Zoom Meetings, Google Meet, or Microsoft Teams to use Einstein Conversation Insights with your video calls.
Gong Integration with Einstein Conversation Insights: Connect Gong to begin importing call transcripts into Einstein Conversation Insights. Use Gong with out-of-the-box agents like Lead Nurturing agent, Sales Management agent, and others available with Salesforce AI.
Optimal Speaker Separation: Optimal Speaker Separation helps with the creation of transcripts and call insights, so we recommend that orgs enable the feature to get the most out of Einstein Conversation Insights.
Guidelines to Start Using Einstein Conversation Insights: Make sure sales and service users have Einstein Conversation Insights (ECI) licenses and record calls to start using ECI. Recorded customer calls are then processed automatically if they’re over 10 seconds long for voice calls and over 1 minute long for video calls.
Use Your Classic Email Templates in Lightning Experience: Leverage all the work and planning that went into your Salesforce Classic email templates by using the same templates in Lightning Experience. You can use your Text, Custom HTML, Letterhead, and Visualforce email templates in Lightning Experience.
Skills Overview: Skills allow users to share information about their professional expertise. With skills, users can discover, collaborate with, and endorse others based on their knowledge.
Track Your Competitors: Track competitors in a pending sale by listing the competitors’ names in the opportunity. You can enter the names of new competitors, or choose from a list of competitors defined by your administrator. To access this information, go to the Competitors related list of the opportunity.
Define Competitors: Create a picklist of competitors that your users can attach to opportunities.
Competitor Fields: The fields for competitors help you track your competition as you work to close deals.
Considerations for Managing Audit History: Learn how changes to opportunity splits, opportunity product splits, and opportunity team members are logged and shown in Audit History.
Considerations for Using Contact Roles: Contact roles let you specify the part that a person plays in an account, case, contract, or opportunity. When you use contact roles, you have more information about who to contact and when. Examples of contact roles include decision maker, business user, and executive sponsor. There are some things to be aware of when using contact roles.
Add and Manage Contact Roles: To specify the part that each contact plays in your business process, add contact roles to accounts, cases, contracts, and opportunities. For example, at AW Computing, Mary Smith evaluates all proposals and then forwards them to Tom Jones for a final decision. In the opportunity record for AW Computing, designate Mary Smith as the Evaluator and Tom Jones as the Decision Maker. Now you know who to contact first!
Set Up Contact Roles: When you use contact roles, your sales team always knows who to contact and when. Set up contact roles for each available object you want to use them with. You can define which roles to use and how they appear to your sales reps.
Contact Role Fields: Contact Roles define the role that a contact or person account plays in an account, case, contract, or opportunity.
Automatic Contact Creation: Create contacts automatically from your email and calendar interactions. You can also set thresholds to create or suggest contacts after a certain amount of email or event activity.
How Automatic Contact Enhancements Works with the Buyer Relationship Map: Automatic Contact Enhancements helps keep buyer relationship maps up-to-date so that you always have the most robust contact information without any manual data entry. Automatic Contact Enhancements uses generative AI to identify buyer attributes, department group, and seniority level from a user’s email activity. These values are then added to the contact and shown in the buyer relationship map.
Considerations for Deleting Contacts: Most contacts can be deleted with one click. However, before you delete a contact, be aware of who can delete contacts and what happens to records that are associated with deleted contacts.
Set Up Contact Hierarchy in Lightning Experience: Show the contacts on an account within a hierarchy for sales reps using Lightning Experience. To show the information that’s most useful to your sales teams, customize the hierarchy columns.
Import Contacts from Mobile Device Contact Lists into Salesforce: Sales reps can save time and eliminate typos by using the Salesforce mobile app to import contacts from mobile device contact lists into Salesforce. This feature is available only in Salesforce for Android and Salesforce for iOS.
Contact Intelligence View: View contact activity and engagement metrics, see insights, and update and act on records, all in one place in the Contact Intelligence View.
Turn On Contact Intelligence View: To let your users view contact activities, take action, and update records, all in one place, turn on the Contact Intelligence View.
Contacts: Use contacts to store information about the people you do business with. Contacts are most often associated with an account, but can also be associated with other records such as opportunities. Contacts are even more useful when you enable Contacts to Multiple Accounts, add hierarchy information, and customize sharing settings.
Allow Users to Create Private Contacts: Private contacts are contacts that aren’t associated with an account. To give your users the ability to create private contacts, adjust your contact page layouts so the Account Name field isn’t required.
Enable Self-Service for Contacts and Person Accounts: To provide access to your Self-Service portal, enable Self-Service for a customer’s contact or person account record. A Self-Service user can view cases in the Self-Service portal only if they’re associated with the user’s account record.
Share Contacts: Share contacts with other users to make it easier to collaborate within your sales team.
Update Contacts with Third-Party Data: Your Salesforce admin can set up features for comparing your contacts to records from Lightning Data. Depending on the way your admin sets up these features, your contacts are updated when information changes, and you can also review and update contacts manually.
Activate Contracts: Activate a contract to indicate that it’s in effect. An activated contract is read-only.
Contracts: A contract is a written agreement between parties. Many companies use contracts to define the terms for doing business with other companies. Use Salesforce to establish and document the contracts that you have with your accounts and opportunities. Track the contract through your approval process. And use workflow alerts to remind yourself of contract renewals.
Delete Contracts: To keep your data up-to-date, delete contracts that are no longer valid.
Contract Fields: Your page layout and field-level security settings determine which fields are visible and editable.
Contract History: Curious about the changes made to a contract during its lifecycle? View the Contract History related list on a contract’s detail page.
Manage Your Contracts: Establish and document the contracts that you have with your accounts and opportunities. Track the contract through your approval process. And use workflow alerts to remind yourself of contract renewals.
Things to Know About Contracts: When you create a contract, consider the type of information that’s needed to maximize the quality of your data.
Enable Quote Creation Without a Related Opportunity: Sales reps can now fast-track deals by creating quotes without first creating an opportunity, speeding up delivering quotes to their customers for review. This feature allows sales departments who don’t use opportunities to use quoting.
Salesforce CPQ Reduction Orders Limitations: When you work with reduction orders in Salesforce CPQ, some limitations apply. We recommend using Salesforce CPQ amendments instead.
Create and Assign Advanced Routing Profiles in Maps: Your users receive the same Advanced Routing weights when you assign one routing profile on their Maps permission group. Start from a built-in preset, or create a custom profile before you assign it.
Create an Event in a Public Calendar in Salesforce Classic: A public calendar contains a schedule of events that’s available to a group of users, such as a sales events calendar for a sales department. If your Salesforce admin has set up a public calendar and you’re assigned to that group, you can view the calendar. You can also add an event just as you add an event to your own calendar.
Considerations for Using Events and Calendars: Salesforce always displays an event’s date and time in the time zone you’ve chosen in My Settings. Working with meetings and scheduling is different in Lightning Experience and Salesforce Classic.
Create HTML Classic Letterhead Email Templates in Salesforce Classic: You can create HTML-based email templates using Classic letterhead. You can’t change the layout in an existing template, but you can update the Classic letterhead associated with the template. To create a letterhead email template, you must have at least one active Classic letterhead.
Create Classic Letterheads for Email Templates: Create Classic letterheads as the basis for a consistent look for your HTML email templates. Make letterheads available organization-wide so other users can use them in their email templates.
Add an Attachment to an Email Template in Salesforce Classic: To attach a file to every email that uses an email template in Salesforce Classic, add the attachment to the template. Attachments in mass emails are sent as links rather than as files.
Add Intelligence to Your Apps: You don’t need to be a developer to create the right AI solution for your business. With Salesforce Einstein custom AI tools, predicting what happens next in your business is within your reach.
Einstein Prediction Builder Editions and Permissions: Einstein Prediction Builder is custom AI for admins. Out-of-the-box Einstein apps don’t fit your use case, but what if you don’t write code? No problem. Point. Click. Predict!
Package Your Predictions: After building custom predictions using Einstein Prediction Builder, you can add one or more of your predictions to a managed package to reuse them in other orgs.
Build Your Prediction: With Einstein Prediction Builder, make custom predictions about what happens next in your business without writing any code. After you decide what you want to predict, the field you want to predict values for, and what object contains that field, you’re ready to build.
Check Your Data: Data Checker automatically validates your data and alerts you as you build a prediction. It provides feedback in real time so you can catch issues early.
Clone, Edit, or Delete a Prediction: Einstein Prediction Builder lets you clone an existing prediction to create one with different settings. If you want to change only a few settings, editing is the simpler choice. When you no longer need a prediction, delete it.
Enable or Disable a Prediction: After you build a prediction and review its scorecard, you can decide whether to enable it. Your Einstein Prediction Builder license gives you a certain number of total and enabled predictions. Disabling predictions frees up space and saves prediction settings for later use.
Prediction Data Terminology: When using Einstein Prediction Builder, it’s helpful to understand some terms we use for sets of data.
Einstein Prediction Builder: Use the power of AI to predict what happens next in your business. The Einstein Prediction Builder learning map provides curated resources to help you explore different aspects of building a prediction from exploration to troubleshooting.
Build a Managed Package Prediction: Build predictions using Einstein Prediction Builder, and bundle them using in a managed package. You can the install and use your predictions in multiple orgs. A managed package makes your custom predictions portable across orgs, and you can bundle with other predictions.
Predictive Model Types: Your prediction’s scorecard shows the predictive model type that was used to build your prediction. Einstein Prediction Builder tests multiple predictive models and chooses the one that performs best based on your data. The models we test depend on the type of field that you’re predicting.
Plan Your Prediction: Before you start building a prediction, think about what you want to predict and how it translates to Salesforce objects and fields. You must also create a custom field to get your data in a format that Einstein can predict.
Define Your Prediction Set: You can define the set of records that Einstein provides prediction results, scores, for. This set of records is your prediction set or scoring set (as known by data scientists). By default, Einstein scores all records that aren’t included in your example set. You can choose to have Einstein score records in your example set, or you use filters to choose a specific set of records to score.
Improve the Quality of Yes/No Predictions: When reviewing your prediction scorecard, you see a prediction score. If you’re not satisfied, here are some ways to improve the prediction quality.
Improve the Quality of Numeric Predictions (Beta): When reviewing your prediction’s scorecard, you get a prediction quality score. If you’re not satisfied with the quality, here are some steps you can take to try to improve it.
Prediction Results on Records: Einstein Prediction Builder answers questions about the future of your business. How much is the deal likely to be worth? Which customers are likely to renew their subscription? You get answers in the form of scores on records and insights.
Review Your Prediction’s Scorecard: After your prediction is finished building, review its results in the Einstein Prediction Builder scorecard. Check out big-picture metrics, like prediction quality and top predictors. Drill in on details, such as impact, correlation, and weight of each predictor.
Estimated Prediction Results: Sometimes prediction scorecards show Estimated in two places: the Prediction Quality and Distribution of Results.
Define Scoring Settings: When Einstein scores records, these results are stored in a custom field called the score field. You must give the field a new name and API name each time you create a prediction or clone an existing one.
Segment Your Data: When you build a prediction in Einstein Prediction Builder, you can also focus your prediction on a specific segment of your dataset. For example, to only look at data for a particular region or industry. With segments, you can get more useful predictions by excluding records that aren’t relevant to your prediction.
Set Up Einstein Prediction Builder: Turn on Einstein Prediction Builder to predict what happens next in your business. Or turn it off if you don’t want to build predictions right now.
Empty Predictions: Let’s say you build a prediction and get no prediction scores. Explore a possible reason.
Troubleshoot Stagnant Scores: Does it seem like your prediction scores haven’t changed in a week or more, or your scorecard results haven’t been updated as often as you’d expect? It’s possible that a managed package or other change to your predicted object is the culprit. Luckily, this problem has an easy fix.
Troubleshoot Your Prediction: What if Einstein Prediction Builder gives you no prediction results, or a low-quality prediction? Here are some things to look at.
Upgrade to the Paid Version of Einstein Prediction Builder: If you use the Try Einstein version of Einstein Prediction Builder, you can upgrade to a paid license. Upgrading gets you the full set of features to predict what happens next in your business.
Einstein Recommendation Builder: Einstein Recommendation Builder delivers personalized recommendations to customers. Unlike rules-based recommendations, Einstein-powered AI enables you to recommend anything to anyone. For example, candidates to jobs, products to customers, or parts to work orders.
Create a Managed Package with Recommendations: After you build custom recommendations using Einstein Recommendation Builder, you can add one or more of them to a managed package to make them reusable in other orgs.
Build a Recommendation: As with any AI solution, building a good recommendation is an iterative process.
Check Your Data: Data Checker verifies whether you have sufficient records to build your recommendation. It provides rapid feedback on your recommendation settings and catches issues early. For example, find out sooner during setup if you have enough data or if the same records are used in both positive and negative examples.
Deploy Your Recommendation: When your recommendation is ready, deploy it with Einstein Next Best Action.
Install and Use a Managed Package Recommendation: Build your own custom recommendations with Einstein Recommendation Builder. Or, use it to run recommendations that are part of a managed package.
Build a Managed Package Recommendation: A managed package lets independent service vendors (ISVs) and partners easily port custom recommendations across multiple orgs. It also enables faster deployment to customers.
Build a Recommendation Using a Template: Einstein Recommendation Builder lets you create a custom recommendation or build one from a template. To save time and build a recommendation faster, use a template. As Einstein learns from your data, your recommendations become smarter.
Plan Your Recommendation: Before you start building a recommendation, consider what you want to recommend and who or what you want to recommend it to. Then, determine how to translate these elements to Salesforce objects and their relationships.
Set Up Einstein Recommendation Builder: Turn on Einstein Recommendation Builder to build and deliver personalized recommendations. Or turn it off if you don’t want to build or make recommendations right now.
Recommendation Data Terminology: When using Einstein Recommendation Builder, it’s helpful to understand some terms we use for sets of data.
Review Your Recommendation’s Scorecard: After building your recommendation, you can review your recommendation's results in the Einstein Recommendation Builder scorecard. Check out big-picture metrics and get details on the Overview Page.
Specify Interaction Examples: To get the most out of your Einstein recommendation, provide examples of positive and negative interactions.
Types of In-App Guidance: Select the appropriate type of in-app guidance depending on the support you want to give to users and the environment that you’re working in.
Resolve Errors and Warnings in In-App Guidance: Errors or warnings can sometimes appear when you’re creating or editing in-app guidance. For example, errors and warnings occur when a page doesn’t support a prompt, a page with a prompt is deleted, or a field-level error occurs. The In-App Guidance page in Setup tracks errors and warnings for each prompt or walkthrough that you created.
Limits for In-App Guidance: The number of prompts and walkthroughs you can create is limited. The number of prompts and walkthroughs you can install from AppExchange isn’t limited but we recommend a maximum number that you can have at one time.
Create Prompts: Provide helpful content to users where they’re working. Introduce users to new features, draw attention to specific details in their environment, and provide nudges or reminders.
Considerations for Creating In-App Guidance: Before creating prompts and walkthroughs, review the options available in the In-App Guidance Builder and In-App Guidance Settings window that determine the behavior of the prompts and walkthroughs you create.
Analytics for In-App Guidance: Track views and completion data for prompts and walkthroughs so you can iterate and improve upon your onboarding and discovery strategy. Some quick analytics are available on the In-App Guidance page in Setup, or you can create a custom report type for more in-depth analysis. Some prebuilt, customizable reports and dashboards are available to download from AppExchange.
Turn Off Salesforce Standard In-App Guidance: If the in-app content that Salesforce provides in Lightning Experience isn’t suitable for your users, turn it off from the In-App Guidance page in Setup.
Preview and Test In-App Guidance: Verify that the prompts and walkthroughs that you created appear correctly for the right users. Quickly preview a prompt or walkthrough in any environment. For in-app guidance in Lightning Experience, perform more thorough quality assurance testing for all prompts and walkthroughs that a specific user can see. Test mode ignores schedule settings, global time delay settings, and user interaction analytics. You can also test prompts and walkthroughs in a sandbox.
Create Walkthroughs: Connect multiple prompts for a hands-on interactive tour that onboards users or introduces features. Each prompt becomes a step in the walkthrough.
Permissions for Creating and Accessing In-App Guidance: A Salesforce admin assigns permissions to users who create in-app guidance in any environment, who access walkthroughs in Lightning Experience, and who access in-app guidance in Experience Cloud sites. No permissions are necessary for accessing prompts in Lightning Experience.
In-App Guidance: Help users discover your products and services, adopt your processes, or learn how to use a new feature. Create prompts and walkthroughs in Lightning Experience apps or pages or in supported Experience Cloud site pages. Write the content, select the target audience, and specify where and when the in-app guidance appears.
Set Up Contracts: Customize Salesforce to handle your internal contract management process.
Customize the Dynamic Activity Composer: Add actions to the dynamic activity composer though the page layout in the Salesforce Mobile and Lightning Experience Actions.
Create and Manage a Public Calendar or a Resource Calendar: Use a public calendar to manage group activities. For example, track a group’s events, such as marketing events, product releases, or training classes, or schedule a common activity, such as a team vacation. Use a resource calendar to schedule the use of a shared resource, such as a conference room or an overhead projector.
Configure Lead Management: Set up lead fields, default settings, assignment rules, and lead capture so your sales team can track prospects, manage the inbound lead process, and build a strong pipeline of opportunities.
Guidelines for Setting Up Web-to-Lead: Get Salesforce ready to gather information from your company’s website and automatically generate up to 500 new leads a day.
Enable Lead Conversion in the Salesforce Mobile App: In Salesforce for Android and iOS, users can convert leads in much the same way as the full Salesforce site. Make this option available to sales reps in a few steps.
Map Custom Lead Fields for Lead Conversion: Get the most out of records created from converted leads when you map custom lead fields to fields on the records they’re converted to. Using custom fields can provide more context about the opportunity, and provide ways to highlight records for use in flows and other means.
Guidelines for Mapping Custom Lead Fields for Lead Conversion: Learn the best practices for mapping custom lead fields to custom fields in contacts, accounts, and opportunities. Mapping custom fields helps your sales reps retain that important information when they convert qualified leads to track new potential deals.
Set a Default Product Quantity of 1 on Opportunities: Help your sales reps keep data and forecasts current and complete. If the opportunity product quantity is always 1 or isn’t known until later in the sales cycle, set a default quantity of 1.
Enable Opportunity Update Reminders: Updated and accurate opportunities drive precise forecasts. Enable update reminders to let managers automatically send a report of the team’s open opportunities to their direct reports in the role hierarchy.
Enable and Configure Similar Opportunities: Allow users to find Closed - Won opportunities that match the attributes of an opportunity they're currently working on, so they can quickly access information that can help them close their deals.
Set Up Orders: Customize Salesforce to handle your internal order management process.
Enable Orders: To let your sales team track and manage customer requests for products or services, enable orders.
Enable Reduction Orders: To let your sales team process returns or reductions on activated orders (Salesforce Classic only), enable reduction orders in Salesforce.
Enable Orders Without Price Books: To let your sales teams use orders in Salesforce while managing products and price books in an external platform, enable orders without price books.
Organize Products with Product Families: Use the Product Family picklist to categorize your products. For example, if your company sells both hardware and software, you can create two product families: Hardware and Software.
Considerations for Customizing Opportunity Teams: If you customize opportunity teams, review considerations related to custom fields, team member information, and validation rule and Apex trigger support.
Enable Zero Quantity Orders: To let your sales team add order products with quantities of zero, enable zero quantities.
Considerations for Disabling Roll Up of Activities to a Contact’s Primary Account: The account an activity rolls up to depends on the Related To field, the Name field, the Shared Activities setting, and if the setting for Roll up activities to a contact's primary account is enabled. Before deciding whether to change this default roll up behavior, review these considerations.
Customization Options for Events and Calendars: Get a brief overview of all options for customizing how sales reps manage their meetings and scheduling. Options differ for Lightning Experience, Salesforce Classic, and the Salesforce mobile app.
Help Your Sales Reps Manage Events and Calendars: Optimize the way your sales reps manage their meetings and scheduling. Options differ for Lightning Experience, Salesforce Classic, and the Salesforce mobile app.
Set Up Tasks for Your Sales Reps: Optimize the way your sales reps manage their work. Options differ for Lightning Experience, Salesforce Classic, and the Salesforce mobile app.
Get Geocodes for Addresses in Your Records: Geocodes help your sales and marketing teams find nearby prospects and assign territories and campaigns. After you activate a geocode rule, verify that geocodes were added to your accounts, contacts, and leads. Give your users access to related objects and fields so that they can review records.
Check the Match Rates for a Data Service: Monitor the percentage of your records that data integration rules have matched to a record in data services. When records are matched, the data service can update them.
Set Up and Monitor Data Integration: Set up Lightning Data data services to update your existing records or import new ones. Monitor match rates and updates.
Data Statuses: When you check for new data on a record, the data status indicates how the record compares with data service records.
Geocode Fields and Accuracy: Geocode information identifies a location using a latitude, a longitude, and an accuracy rating. Geocode fields are available for standard addresses on accounts, contacts, and leads in Salesforce. Geocode fields aren’t visible on records, but you can view them using the Salesforce API.
Verify That Geocodes Were Added to Records: Because geocode fields aren’t typically visible on a record, after you activate a geocode rule, we recommend verifying that geocodes were added to your records.
Grant Permissions for Geocode Rules: When you activate a geocode rule, give your users access to related objects and fields so that they can review new data.
Use Third-Party Data to Update and Add Records to Salesforce: A rule set up by your Salesforce admin compares your accounts, contacts, and leads to data from Lightning Data. Depending on how your admin sets up the rule, your records are updated as information changes. Or your admin can give you purchase credits to import Lightning Data records to add to Salesforce as accounts.
Data Quality: Business success depends on accurate, complete data that your sales team knows they can rely on. Use Duplicate Management to reduce and prevent duplicate records. Use Data Integration to incorporate data from third parties into your records. Duplicate Management and Data Integration are included in Salesforce.
Set Up a Data Cloud Data Source: Use a Data Cloud Data Model Object (DMO) or Data Lake Object (DLO) as the data source for a sales plan. Select the Data Cloud source, choose the columns that you want, and share the data source with the users who need it.
Connect Data Sources to Sales Plans: Start your sales planning process with relevant data from Salesforce or from other proprietary and third-party sources that you connect to in Sales Planning.
Data Cloud Data Sources in Sales Planning: Build sales plans on Data Cloud Data Model Objects (DMOs) and Data Lake Objects (DLOs) in addition to CRM Analytics Data Pipeline datasets. Data Cloud is the foundational data platform across Salesforce, so you reuse data that your org already manages and scale beyond the license limits of Data Pipeline.
Update a Data Cloud Data Source: When the underlying dataset changes, for example when a field is added in Data Cloud, the new field isn't included automatically. Edit the data source to add the column to your sales plan.
Create Reports on Data Integration Updates: Use reports on data integration status to monitor your accounts, contacts, and leads for records that need attention and to ensure the highest possible match rates.
Edit the Field Mapping for a Data Integration Rule: To help ensure that your records and reports are accurate, check the field mapping when you activate a data integration rule. Some Lightning Data rules let you keep or overwrite field values when new data is available.
Integrate Third-Party Data with Your Records: Give your sales team data and connections that they can use to cultivate great relationships with customers and target productive prospects. Lightning Data connects you with firmographic, industry, and region-specific data from third-party providers. You license Lightning Data packages directly from providers, and you use a convenient unified interface to integrate data from all third-party sources into Salesforce.
Activate the Data Integration Rule for a Data Service: Automatically match records to current information in a data service by activating a Lightning Data package rule, a geocode rule, or a company info rule. When a user edits a record by changing the value of a field used in matching, the rule updates the record. When a record is created, the rule looks for matches in the data service. Plus, you can fine-tune Lightning Data rules: Add a custom field you can use to identify records to update or to include in data assessments, while skipping other records.
Activate and Configure Data Integration Rules: Activate data integration rules, map fields in your records to fields from a data service, and configure page layouts so that your sales team can view third-party data and update records.
Use Third-Party Data Services: Use Lightning Data packages and Geocode and Company Info rules to update and add to your records.
Dialer Limitations: Be aware of the limitations that apply to Sales Dialer.
Test Dialer Features in Sandbox: Test Dialer in a sandbox environment by re-enabling the feature in a Full sandbox org. Calls placed in a sandbox are test calls, and phone numbers aren’t actually dialed.
Guard Outgoing Calls Against Filters: Help your teams reach their customers with a few tips, including protocols that validate outbound calls from your teams.
Duplicate Detection and Handling Process: Salesforce finds and handles duplicates using a combination of matching rules and duplicate rules. Duplicate rules and duplicate jobs specify matching rules that determine how duplicates are identified. Duplicate sets and reports list the duplicates found.
Create Reports on Duplicate Records: Use duplicate record reports to fine-tune your duplicate and matching rules and share the results of duplicate jobs.
Manage Duplicates Using Duplicate Record Sets: A duplicate record set is a list of items identified as duplicates. It’s created when a duplicate rule or job runs. Let your Lightning Experience users merge duplicates by granting them access to duplicate record sets.
Stop Users from Creating Duplicate Records: When sales reps are in the process of creating or editing a record, alert them that the data they’re entering duplicates an existing record. Or block sales reps from creating duplicate records altogether, whether or not they have access to the existing record. Activate duplicate rules and customize the settings.
Customize Duplicate Management: Configure duplicate management to align with other customizations you make and detect duplicates missed by standard rules. Customize the user interface for handling duplicates: For example, block users from creating duplicates instead of just warning them, or run different duplicate rules for different user profiles. Customize the logic used to identify duplicates: For example, include a custom field in a matching rule, specify field mapping, or customize matching criteria on fields.
Customize Duplicate Rules: Manage duplicates more effectively by adjusting the settings in standard duplicate rules or creating custom rules.
Duplicate Rules: A duplicate rule defines what happens when a user views a record with duplicates or starts creating a duplicate record. Salesforce provides standard duplicate rules for business and person accounts, contacts, and leads. You can also create duplicate rules.
Standard Account Duplicate Rule: The standard account duplicate rule defines what happens when a user views an account with duplicates or starts to create a duplicate account. It’s activated by default.
Standard Contact Duplicate Rule: The standard contact duplicate rule defines what happens when a user views a duplicated contact or starts to create a record that duplicates a contact. If your org was created in Summer ’17 or later, this duplicate rule includes a cross-object matching rule: It matches contacts that duplicate other contacts and leads that duplicate contacts. If your org was created before Summer ’17, you can get the same functionality by activating a new duplicate rule available in Setup. Otherwise, your default rule matches only contacts that duplicate other contacts.
Standard Lead Duplicate Rule: The standard lead duplicate rule defines what happens when a user views a lead with duplicates or starts to create a record that duplicates a lead. If your org was created in Summer ’17 or later, this duplicate rule includes a cross-object matching rule: It matches leads that duplicate other leads and contacts that duplicate leads. If your org was created before Summer ’17, you can get the same functionality by activating a new duplicate rule available in Setup. Otherwise, your default rule matches only leads that duplicate other leads.
Standard Person Account Duplicate Rule: The standard person account duplicate rule defines what happens when a user views a person account with duplicates or starts to create a duplicate person account. To use this rule, enable person accounts, and then activate the standard person account matching and duplicate rules in Setup.
Standard Duplicate Rules: Each standard duplicate rule includes a corresponding standard matching rule that determines how records are identified as duplicates.
Show Duplicate Records in Salesforce Classic: If a record duplicates other records, you can alert sales reps when they open the record in Salesforce Classic by activating duplicate rules.
Show Duplicate Records in Lightning Experience: If a record duplicates other records, you can alert sales reps when they open the record in Lightning Experience. Activate duplicate rules and add alerts to page layouts.
Work with the Dynamic Activity Composer: The dynamic activity composer gives reps activities at the click of a button and offers more choices than the tabbed activity composer.
Contact Suggestions and Potential Connections: Salesforce analyzes email and event data to identify individuals who aren’t yet in Salesforce as contacts or opportunity contact roles.
Guidelines for Using Sync Email as Salesforce Activity: When Sync Email as Salesforce Activity is enabled, Einstein Activity Capture captures and stores email data as Salesforce records. It gets associated with a relevant user, contact, or lead record and a related account or opportunity. You can use the email data in reports, workflows, and triggers and access the data through APIs. There’s also more privacy options for email capture and customizable flows for matching your email to other records.
Header Only Email Capture with Sync Email as Salesforce Activity: When the header only setting is turned on, capture only the sender, recipients, date, and time an email is sent. The email subject and message body aren’t captured. Header only email capture offers more privacy but isn’t compatible with some Einstein generative AI features.
Considerations for Sync Email as Salesforce Activity: Keep these limits and considerations in mind when Sync Email as Salesforce Activity is enabled in Einstein Activity Capture and using Activities: Match Email to Records flow to match captured email data to existing records.
How Email Activity Matches with Other Records: Einstein Activity Capture tries to associate each address in the From, To, and CC on an email to user, contact, or lead records. The addresses and related activity are also matched with account and opportunity records. The default matching logic considers record ownership, recent activity, and other factors to connect new addresses and activity to your existing data.
Email Data Capture Configuration for Sync Email as Salesforce Activity: When Sync Email as Salesforce Activity is enabled in Einstein Activity Capture, you can control the amount of email data captured: entire email message or header only. The header-only capture option gives you more privacy by letting you capture only the sender, recipients, and date and time the email was sent.
Upgrade Microsoft Office 365 Authentication Method to Microsoft Graph: Microsoft is retiring Exchange Web Services (EWS) for Microsoft Office 365 in October 2026. Microsoft Graph API replaces EWS. Upgrade the authentication method of Einstein Activity Capture, Inbox, and Lightning Sync to use Microsoft Graph to avoid service disruption.
Exclude Emails and Events from Einstein Activity Capture: Set up org-wide exclusions to control which emails and calendar events are captured and stored. Exclude emails and events from specific addresses and domains, and filter emails based on keywords and sensitive content. Adding exclusions doesn’t remove previously captured emails or synced events. Exclusions only filter incoming data after the value is saved.
Microsoft Graph Authentication in Einstein Activity Capture: Starting Spring ’26, Einstein Activity Capture configured to use Microsoft Office 365 is automatically authenticated by using Microsoft Graph. If you set up Einstein Activity Capture to use Microsoft Office 365 before Spring ’26, upgrade to Microsoft Graph by October 1, 2026 to avoid service disruption.
Update and Migrate to Sync Email as Salesforce Activity: If you set up Einstein Activity Capture before Summer '25, update to turn on Sync Email as Salesforce Activity and migrate previously captured email to activity data. If you don't update before the date given in your Einstein Activity Capture Settings, we migrate your data and select your settings for you.
Connect Einstein Activity Capture to Microsoft Office 365 using Application-Level Authentication: The application-level authentication method is available only for Microsoft Office 365. The Salesforce admin works with their Azure admin to give Salesforce access to data in Microsoft Office 365. The connection applies to all users in Salesforce. The Salesforce admin sets up all Einstein Activity Capture users at the same time.
Connect Einstein Activity Capture to Microsoft Office 365 using RBAC Authentication: The Role-Based Access Control (RBAC) authentication method is available only for Microsoft Office 365. The Salesforce admin works with their Azure admin to give Salesforce access to data in Microsoft Office 365. The connection applies to all users in Salesforce. Users get access to resources not individually, but through predefined roles defined within an application.
Set Up Einstein Activity Capture for Partner Portal Users: Partner portal users can now connect their Google or Microsoft Office 365 calendars to Salesforce with Einstein Activity Capture. Before you begin the setup process, review the limitations, supported environments, and all the considerations.
Monitor Einstein Activity Capture Operations: Use the Einstein Activity Capture Status and Metrics page to monitor user connections and status, and review event and email sync reports.
Start the Update and Migrate to Sync Email as Salesforce Activity: Before you begin, complete the recommended setting changes to make sure that all existing email migrates the way you want. Follow the prompts in Setup to start the process, which runs and completes automatically. You can’t stop the process or roll back to the previous version of Einstein Activity Capture. If you already have Sync Email as Salesforce Activity turned on, it’s not necessary to update or migrate.
Understand Captured Email, Event, and Contact Data: Get the details on what specific data from email messages and calendar events is captured. Learn how the captured data relates to users, accounts, opportunities, and other records in your Salesforce org. Find out how to filter and report on the data.
Turn On Sales Signals: Enable Sales Signals from the Einstein for Sales page in Setup.
Call Explorer Powered by Einstein Generative AI: Einstein Conversation Insights users can ask questions directly from voice and video call records. Powered by Einstein, the new Call Explorer allows users to quickly gather information about a call, such as product mentions or outstanding customer questions.
Considerations for Call Explorer: To use Call Explorer, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Call Summaries and Generative Conversation Insights Powered by Einstein Generative AI: Einstein Conversation Insights (ECI) users can access generative call summaries and generative insights on voice and video calls. Powered by Einstein, the Summary tab on call records allows users to get automatic summaries that include next steps and customer feedback, and share summaries for easier team collaborations in the flow of work. All calls processed by Einstein Conversation Insights can also include generative conversation insights, leveraging an LLM to detect insights based on custom instructions and topics using natural language. Once the feature is on, a call summary and any generative insights configured will automatically be processed for all ECI calls.
Configure Generative Conversation Insights: Create generative insights from the Call Insights page in Setup. For best results, follow the steps listed in the setup wizard and test each insight in Call Explorer before activation.
Configure the Voice Connector: Go through the configuration steps described in the linked documents for each connector. These steps are the bulk of the work required for connecting the voice provider.
Disable Voice Connector Integration: Turn off the integration if you don’t want to give Einstein Conversation Insights access to the voice connector. Make sure you also stop the scheduled jobs related to the connector.
Enable Voice Connector Integration: Turn on the integration as the final step. The activation step order differs slightly depending on whether you want to automatically process calls from the past week.
Integrate Voice Connectors with Einstein Conversation Insights: If your sales or service teams are using Dialpad, RingCentral, Aircall, or Amazon Connect, you can connect their customer conversations with Einstein Conversation Insights (ECI) to get transcripts, insights, next steps, and more ECI features.
Install the Voice Connector App: Download the Voice Connector package from AppExchange or the provided link and install the app.
Assign an Integration User: Assign the integration user for the voice connector app. The signed-in user is assigned as the integration user, so consider creating a separate user dedicated to third-party integrations with Einstein Conversation Insights.
Launch the Voice Connector App: Open the Voice Connector app from the App Launcher and select the provider you want to connect.
Manage Excluded Numbers for Voice Connectors: Voice calls aren't processed if any meeting attendee is on the excluded number list. Add numbers related to calls that you don’t want processed. This step is optional.
Guidelines for Starting to Use Voice Connectors: Make sure sales and service teams record calls to start using Einstein Conversation Insights. We recommend testing a call to make sure everything’s set up correctly.
Enable Variable Phone Number Support for ECI Voice Connectors: To use variable phone number support for ECI Voice Connectors, make sure that the relevant user identifier fields are visible on the User object and these fields are added to the user layout.
Sales Signals Powered by Einstein Generative AI: Einstein Conversation Insights users can see the topics that matter most to customers. Users can filter topics by category and keyword to see a dashboard of relevant signals and conversations. These conversations are based on products or competitors you identified while setting up ECI. Drill into each topic for more details, so that you and your team can identify any obstacles or opportunities.
In-Person Meeting Transcription: Use the Salesforce mobile app to capture face-to-face meeting information and transform it into actionable CRM data. With In-Person Meetings enabled, you can capture AI-powered transcripts and get insights and recommendations from Einstein Conversation Insights.
Considerations for Sales Signals: To use Sales Signals, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Add Call Summaries and Generative Insights to Voice Calls, Video Calls, and Related Records: If you have call summaries and generative insights enabled, use the Lightning App Builder to add the Call Summary and Generative Insights components to voice and video call records if they’re not added by default. And add the components to the page layouts of related records.
Set Up Deal Recap: To generate summaries for closed opportunities, turn on Opportunity Closing Recap, configure which field you want to use for closing notes, and assign the required permissions for your team.
Vendor Transcript Processing: With Vendor Transcript Processing, your sales teams can quickly access call summaries and critical call insights for their video calls. Sales managers can quickly deliver coaching tips to their reps and see how they’re doing. Existing ECI customers can toggle the feature on. New customers have it auto-enabled and can’t turn it off.
Edit an Inbound Lead Generation or Engagement Agent: After you set up and activate an Inbound Lead Generation or Engagement agent, you may find that you want to change it later. To edit an existing agent, you can create a version of the agent or update an existing version.
Agentforce (Default) for Sales Setup: Agentforce (Default) subagents and actions related to sales are designed to help sellers effectively manage deals, handle deal closures, explore conversations, stay on top of customer communication, and forecast sales revenue. Each action is mapped to one or more subagents.
Create Macros for the Lightning Sales Console: Macros make automating repetitive tasks possible so reps can focus less on busy work and more on selling. We provide an example of a macro that, after the sales rep leaves a voicemail for a lead, logs the call, sends an email to the lead, and creates a follow-up task for the rep. Use this guide when you’re creating your own macro.
Einstein Activity Capture: Eliminate manual data entry and transform a list of engagements into action. Einstein Activity Capture syncs your Microsoft or Google account with Salesforce, linking email and calendar activities to the relevant contacts, leads, and opportunities. Einstein Activity Capture gives your team and AI agents the critical context needed to make their next move.
Report on Einstein Activity Capture Data: Use standard reports to keep an eye on all your activities and customer interactions. Turn on Activity 360 Reporting to enable reporting objects that unify your automatically captured data from Einstein Activity Capture with all your other activity data, such as calls, manually logged tasks, and emails. View the out-of-the-box dashboard and reports to easily monitor your team’s activity. Trigger flows from Activity 360 Reporting data to automate your business processes.
Get Started with Activity 360 Reports: Use the provided Activity 360 reports, or clone the reports to meet your business needs. Review the suggestions and tips for custom report types to help you create your own reports and dashboards.
Draft a Sales Email with Einstein Generative AI: Use the power of Einstein to crush that next email. Einstein pulls in a contact’s name and info to customize your email. But unlike a static template, Sales Emails creates a new, personalized output every time.
Use Einstein and Personal Email Instructions to Draft a Sales Email: Use your own instructions with Einstein generative AI to draft your sales emails. Like email templates, Einstein pulls in a contact’s name and information to customize your sales email. But unlike a static template, Einstein creates unique, personalized output every time.
Use Pre-Made Email Instructions to Draft a Sales Email: Ask Einstein generative AI to draft some of your most common types of emails, such as introductions and follow-up nudges. Like email templates, Einstein pulls in a contact’s name and information to customize your email. But unlike a static template, Einstein creates personalized output every time.
Set Up Activity 360 for Einstein Activity Capture: Get set up to use Activity 360 reporting, Pipeline Inspection deal insights, and automated actions triggered by email insights. Prepare your Salesforce org to use standard reports so that sales managers can monitor their team’s activities across all channels, such as emails, email and call insights, or manually and automatically captured tasks.
Turn On Einstein Email Insights: Einstein Email Insights give sales reps critical sales context alongside relevant emails, making it easier for them to send the perfect response at the perfect time. If you use Einstein Activity Capture through Performance or Unlimited editions or a Sales Cloud Einstein, Inbox, Sales Engagement, or Revenue Intelligence license, Email Insights is on by default when you turn on Einstein Activity Capture. If you have only Standard Einstein Activity Capture users, turn on Einstein Email Insights. In new orgs where Sync Email as Salesforce Activity is turned on by default, Einstein Email Insights is turned off. Turn it on manually.
Add Recommended Connections to Lightning Pages: Give sales reps access to the Recommended Connections component so they can see which colleagues have the strongest connections to a prospect. Reps can then get in touch with colleagues who can help get conversations going with prospects.
Work With Salesforce Email: Supercharge your productivity with a number of options for sending email right from Salesforce.
Manage Email in Salesforce Classic: If you’re using Salesforce Classic, use Email Author to email your contacts, leads, person accounts, and coworkers directly from account, contact, lead, opportunity, case, campaign, or custom object pages.
Create an Email Template in Lightning Experience: Use email templates to save time and standardize email that you or others in your organization send. Templates you create are automatically private, but you can make them available for use by others in your organization.
Email Editions and Permissions in Lightning Experience: Salesforce email and email templates are available in several editions. Enable features and manage permissions and access at the organization level and for administrators and end users.
Turn On HTML Email Tracking for Emails Sent from Your Company: See if and when customers open the emails that you send to them through Salesforce. email sent through Salesforce. HTML email tracking uses a transparent 1x1 pixel tracking image that’s stored on the Salesforce server. When a mail program opens the HTML email and loads the image, Salesforce registers the email as viewed and updates the HTML email status accordingly. This feature applies to all emails sent through Salesforce. You can’t turn it on or off for individual emails or customers.
Set Up Send Through External Email Services: Set up your users to send email written in Salesforce using their Gmail or Outlook accounts. When you enable an external email service, it is enabled for all users with the standard user profile or with the Send Email through External Email Service user permission.
Find Email Sent from a Salesforce Record in Lightning Experience: After you send an email, Salesforce creates an email record to track the email and store its content. The activity feed includes a link to that email. If you sent an email to a contact or lead, each of those records includes a link to the email.
Outlook and Gmail Integration License Support: You can set up the Outlook and Gmail integrations for users who are assigned to Sales Cloud, Service Cloud, and some Lightning Platform licenses. If you extend the integration with Salesforce Inbox, users require an Inbox license.
Outlook and Gmail Integration: Sales reps spend a good portion of their day working in their email, and switching back to Salesforce to get customer, prospect, and opportunity information. Isn’t it time to use email and Salesforce together? The Salesforce integration with Outlook® and Gmail™ helps your reps manage their sales more efficiently. Your reps can view, edit, and add Salesforce records directly from their email, and relate emails and events to Salesforce records.
Build Email Applications Panes for Outlook and Gmail: When you customize an email pane, you specify the Salesforce content and features that sales reps see in Microsoft® Outlook® and in Gmail™. To create custom panes, use the Lightning App Builder and add standard and custom components, including components from AppExchange.
Include Attendees on Events Logged from Outlook and Gmail: To include all attendees from an event invitation on the Salesforce event record, make sure that the Attendees field is available on your page layouts for the Event object. Then, when sales reps log an event, all attendees on the event with matching Salesforce records are included as attendees on the event record. All attendees see the same invite on their Salesforce calendar. The attendee RSVP status isn’t included.
Allow Reps to Log Events to Multiple Contacts from Outlook and Google Calendar: To gain better insight into your opportunities, and for more accurate reporting on engagements with contacts, enable Shared Activities. With Shared Activities, sales reps can select up to 50 contacts or 1 lead when logging an event from their Outlook or Google calendar.
Set Up Event Logging from Outlook and Gmail: The Outlook and Gmail integrations let sales reps log events to Salesforce records. To get the most accurate picture of the events that sales reps are hosting, enable additional Salesforce options that also apply to logging events from Outlook and Gmail.
Add Salesforce Inbox Features to the Outlook and Gmail Integrations: Add Salesforce Inbox features to your integration with Microsoft® Outlook® or with Gmail™ to give your reps access to more tools to increase their productivity. You already have the integration enabled. With the addition of an Inbox license, you can easily add Inbox productivity features.
Extend the Outlook and Gmail Integrations with Inbox: Add Inbox productivity features to the integration with Microsoft® Outlook® and with Gmail to provide your sales reps with more tools. Features include productivity enhancers such as availability scheduling for meetings, tracking when emails are opened, and scheduling when to send emails. Add one or all the productivity features for your sales reps.
Considerations for Tracking Emails in the Outlook and Gmail Integrations with Inbox: When you add Inbox features to the Outlook or Gmail integration, sales reps can track when recipients open emails and click links in the emails they send. Before you enable email tracking for your sales reps, review these key considerations about setup and how emails are tracked.
Select Who Can Use Salesforce Inbox Features in the Outlook and Gmail Integrations: Add Inbox features to the integration with Microsoft® Outlook® or with Gmail to provide your sales reps with more tools to streamline their work. Use one of the Inbox permission sets to turn on the productivity features for sales reps who need them.
Set Up the Outlook and Gmail Integrations: To integrate Salesforce with Microsoft® Outlook® or Gmail™ requires a server-side setup and a client-side setup. After setup, you can either use the default email application panes or customize them to meet your reps needs.
Do More While Composing Emails in Outlook and Gmail: If your Salesforce admin has enabled Inbox, you’ve one or more productivity tools available while composing emails. Your Salesforce admin determines which tools are available in your integration.
Guidelines for Tracking Emails in the Outlook and Gmail Integrations with Inbox: When Inbox features are added to the integration Outlook or Gmail, sales reps can track when recipients open emails and click links in emails. Before you enable email tracking for your sales reps, review these key considerations about setup and how emails are tracked.
Engagements and Alerts in the Outlook and Gmail Integrations with Inbox: The Feed tab in the integration provides a comprehensive look at how your customers and prospects engage with the emails that you send. The feed includes information such as replies to emails sent from across Salesforce, not just from Outlook or Gmail.
Outlook and Gmail with Inbox Productivity Features: If you have an Inbox license, you have productivity tools available while composing emails. Use the tools to work even faster and smarter while communicating with your customers and prospects.
Use the Outlook and Gmail Integrations: Increase your productivity and work smarter and faster without leaving your email application. With the integration to Salesforce, see relevant Salesforce records in Outlook® and Gmail™, and relate email messages to Salesforce, keeping your teammates up-to-date with your communications.
Create Salesforce Records from Outlook and Gmail: You’re having a productive day reading and responding to email messages, connecting with your customers, and following up on leads. You see an email from a new prospect and you want to add the prospect to Salesforce, or you want to capture a new task. Add the records to Salesforce without leaving your email.
View and Work with Salesforce Data in Outlook and Gmail: With the integration, you can access Salesforce data from an email and create Salesforce records without leaving your email application. Staying in the email application saves you time and helps ensure that Salesforce is up to date with the latest communications.
Manage Email in Lightning Experience: If you’re using Lightning Experience, you can email contacts, leads, and your own colleagues directly from account, person account, contact, lead, opportunity, campaign, and case records you have access to. You can send an email to any valid email address, and attach files to your emails.
Compare Einstein Activity Capture and Lightning Sync: Both Einstein Activity Capture and Lightning Sync help sales reps stay productive by syncing your Microsoft® or Google email, events, and contacts with Salesforce. Compare features, access, and support to understand what you get when you move to Einstein Activity Capture.
Email and Calendar Integrations: You spend tons of time working prospects from your email and scheduling appointments from your calendar. After Salesforce admins set up these integration products, you can get your Salesforce work done directly from your Microsoft or Google applications such as Outlook, Gmail, and Google Calendar.
Send List Email in Lightning Experience: List email sends an individual email to each recipient instead of one email to the entire group. Send individual, personalized, emails to recipients on contact and lead lists and members of a campaign. Or, choose individual records on a list or campaign view. Use email templates with merge fields to customize each email. List email is intended to facilitate your business processes, not to replace your email application or handle mass-marketing campaigns.
Enable List Email: Give your users the permission to send list email.
Check the Delivery Status of Email Sent from Salesforce: Request an email log to investigate the delivery of email sent through Salesforce in the last 30 days. Email logs support general troubleshooting and delivery analysis, but occasional limits on data availability make them unsuitable for audit, compliance, or legal evidence.
Email Log File Fields: Use the fields in an email log file to investigate email delivery status, errors, security, and authentication.
Manage the Admin Details of Email: Several options for using email, such as organization-wide email address, are set up by an admin for users.
Email a Group with List Email and Mass Email: To send an individual copy of an email to a group of people, use list email and mass email. Create a list of recipients to target the email. Use templates with merge fields to personalize each copy of the email.
How Does Email to Salesforce Work?: When you send email from external email applications, use Email to Salesforce to automatically relate those emails to your Salesforce leads, contacts, opportunities, and other specific Salesforce records.
Use Email to Salesforce to Relate Emails to Records: It’s easy to track your sales-related communications. Use Email to Salesforce to capture email sent with external email applications such as IBM® Lotus Notes® and Microsoft® Outlook® and with webmail such as Gmail® and Yahoo! Mail®. Then relate those emails to leads, contacts, and opportunities, or to other specific records in Salesforce.
Relate Emails to Your Salesforce Records Using Email to Salesforce: Email to Salesforce lets you track your sales-related emails in Salesforce. Relate emails that you send with external email applications to leads, contacts, opportunities, and other specific Salesforce records.
Mass Email Queue: Monitor the Status of Mass Emails Sent Through Salesforce: The mass email queue lets you view the status of scheduled mass emails that you’ve personally sent or the status of scheduled mass emails for your Salesforce org. You can cancel mass emails if necessary. You can view the status of your personal mass emails from your personal settings. If you have permission, you can view the status of organization-wide mass emails from Setup.
Set Up Email Relay: You can set up an email relay for Salesforce-generated email by configuring Salesforce to automatically route email through your company’s Simple Mail Transfer Protocol (SMTP) server. If your company sends email from more than one email domain, you can configure an email relay for each domain.
Customized Fields in the Outgoing Email Action Layout: You can customize the Outgoing Email Action layout by removing fields or making them read-only. However, keep the following considerations in mind because your adjustments can affect other areas of the layout or require you to populate other fields with content.
Set Up Send Later for Your Sales Reps: As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at the most optimal time. Set up Scheduled Emails in Lightning Experience so that reps can update the content of a scheduled email and change its scheduled date and time.
Schedule Send Later with List Email: As sales reps send emails to groups of leads and contacts, they can schedule the list email to arrive at the most optimal time.
Schedule Emails with Send Later: As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at the most optimal time. Set up Scheduled Emails in Lightning Experience so that reps can update the content of a scheduled email and change its scheduled date and time.
Things to Know About Using Send Later: Review these considerations about scheduling emails and list emails to be sent later in Lightning Experience.
Send Email in Salesforce Classic: Email your contacts, leads, person accounts, and coworkers directly from account, contact, lead, opportunity, case, campaign, or custom object pages in Salesforce Classic.
Use the Email Action in Lightning Experience: The Lightning Email action allows emails to be sent from anywhere in Salesforce. It allows greater customization, such as adding and removing fields or specifying predefined values. The action also supports all objects which have activities enabled, and can be invoked from anywhere in Lightning Experience.
Guidelines for Working with Email: Consider a few pieces of advice for working with emails, including information for customers that use Email-to-Case and Enhanced Email.
Send Through External Services in Lightning Experience: Send email from Salesforce using your Google or Microsoft accounts. Then, to recipients, emails look like they were sent from those accounts, and you see those emails in your Gmail or Outlook Sent Items folder.
Select Who Can Work in Email Template Builder: To let other users create templates with Email Template Builder, give them the Access Drag-and-Drop Content Builder permission. Any user that can send can insert email templates made with Email Template Builder into an email or list email.
Convert a Lightning Email Template from SML to HML: Take advantage of the Handlebars Merge Language (HML), which is more flexible than the Salesforce Merge Language (SML), by converting existing Lightning email templates.
Add Images to Email Templates in Salesforce Classic: You can include images, such as logos, in your custom HTML and Visualforce email templates. Salesforce allows you to use style tags to add external or internal images to an email.
Types of Classic Email Templates: In Salesforce Classic, you can create four different types of email templates: text, HTML with Classic Letterhead, custom, and Visualforce. All of these email templates can include text, merge fields, and attached files.
Folders and Enhanced Sharing in Lightning Experience: Use folders and enhanced sharing to let users decide who can use which email templates. Otherwise, all email templates are public and available to all users.
Render HTML Tags in Outlook: You can use HTML tags in Lightning email templates and in templates created with Email Template Builder. Make sure that the content you add appears correctly in emails viewed in Outlook.
Email Templates: Use email templates to increase productivity and ensure consistent messaging. Email templates with merge fields let you quickly send emails that include field data from Salesforce records like contacts, leads, or opportunities. You can use email templates when emailing groups of people—with list email or mass email—or just one person.
Email Templates in Lightning Experience: Use email templates to increase productivity and ensure consistent messaging. Email templates with merge fields let you quickly send emails that include field data from Salesforce records.
Email Template Permissions: Enable email template features and manage permissions and access for administrators and end users.
Select Who Can Manage Public Email Templates in Lightning Experience: Users need the Manage Public Lightning Email Templates permission to create, edit, and delete public templates. Users with this permission, as well as users with the Modify All Data permission or the System Administration profile, can edit and delete any public templates, including ones they don’t own.
Public and Private Email Templates in Lightning Experience: All users have their own, private, templates and can access templates in public folders. Manage who can create, edit, and delete public email templates in Lightning Experience and Email Template Builder
Standardize Email with Email Templates: Use email templates to increase productivity and ensure consistent messaging. Email templates with merge fields let you quickly send emails that include field data from Salesforce records. You can create your own, or use templates created by others in your organization. Associate a letterhead to your email template to standardize your branding and increase productivity.
Types of Email Templates: Different email templates types have different features and advantages. Review the table to determine which email template type works best for you: Salesforce Classic, Lightning Experience, or Email Template Builder (created in Lightning Experience).
Use Visualforce Classic Email Templates in Automation: Workflows and other automations are executed in a system context. User–level limitations don’t apply when the automations use Custom, HTML, or Text Classic email templates. A user’s visibility to fields and records to apply to Visualforce Classic email templates.
Use Visualforce Email Templates with Guest Users: Protect access to your company’s data when you send emails that use Visualforce Classic email templates to guest users. These templates can be used with Process Builder, Workflow Builder, and Apex calls.
Modify a Visualforce Email Template for Guest Users: Protect access to your company’s data when you send emails that use Visualforce Classic email templates to guest users. These templates can be used with Process Builder, Workflow Builder, and Apex calls.
Visualforce Email Templates in Salesforce Classic: With Visualforce email templates, users can send targeted and personalized emails. Template creators can harness the powerful Visualforce programming language to create templated email content.
Track External and Internal Email: Tracking emails tells you whether someone has opened an email or clicked the included link. Choose what type of emails your company wants to track. Emails to external email addresses are tracked by default.
Handle Emails That Email to Salesforce Doesn’t Assign to Records: When emails are sent to Salesforce via Email to Salesforce or Salesforce for Outlook, some are assigned to related records based on your Email to Salesforce settings. The rest are added to My Unresolved Items, where you assign them to related Salesforce records or confirm that you want to leave them unassigned.
Select an Email Template When You Compose an Email: When composing an email, use an email template to speed up things and make sure you’re sending the right message. You can use your own email template, or one from your company.
View Email Engagements on Email Records: When reviewing an email details page, sales reps now see the complete list of engagements pertaining to that outbound email.
Manage Version Settings for Visualforce Email Templates in Salesforce Classic: To aid backwards-compatibility, each Visualforce email template is saved with version settings for the specified version of Visualforce and the API. If the Visualforce email template references installed managed packages, the version settings for each managed package referenced by the Visualforce component are saved too. Saving version settings ensures that as Visualforce, the API, and the components in managed packages evolve in subsequent versions, a Visualforce email template is still bound to versions with specific, known behavior.
Delete Email Attachments Sent as Links in Salesforce Classic: When you add an attachment to an email, you can send the attachment as a link instead of sending the entire file. You can stop the person who got the email from opening the linked attachment.
Enable Email Bounce Handling: With bounce handling, reps know when an email doesn’t get delivered to recipients. And they also know which lead, contact, or person account has a bad email address when there’s a permanent delivery failure. Review the considerations for the behavior resulting from a soft bounce (a temporary delivery failure), or from a hard bounce (a permanent delivery failure).
Common Email Deliverability Hurdles: Review common obstacles to delivering your email to your recipient’s inbox. Understand what you can do to help your users receive all the email you send from Salesforce.
Commercial Email Regulation Considerations: Sending unsolicited email puts your brand and company at risk. Consumers are increasingly aware of legislation regulating commercial email and intolerant of unsolicited mail in their inboxes. Repeated unsolicited emails can lead to complaints and Internet Service Providers (ISPs) blocking your emails. Learn some basic steps you can take as part of your compliance with regulations affecting commercial email like the CAN-SPAM Act and GDPR.
Guidelines for Protecting Your Email Reputation: One of the main drivers for email deliverability is the reputation of your IP and domain. When an email is sent, it is associated with a particular IP and domain. The IPs used for email delivery gain a reputation over time, as does your domain.
Guidelines for Configuring Deliverability Settings for Emails Sent from Salesforce: Two things affect email deliverability: past bounced emails to the same email domain, and email that doesn’t comply with a recipient's email security framework. Check out some guidelines to help you handle these roadblocks so your users’ emails get where they’re going fast.
Organization-Wide Email Footers: Let your users save time and apply common messaging to all emails sent from Salesforce by creating organization-wide email footers. You can create a separate email footer for each encoding and choose default email footers for single emails, mass email, and list email. In Lightning Experience, email sent via Gmail or Office 365 can contain an organization-wide email footer: you choose if it’s included.
Email Address Internationalization (EAI): Connect with users across the globe by using non-Latin-based characters in email addresses when sending emails from Salesforce.
Email Address Internationalization (EAI) Considerations: Understand the impact of Email Address Internationalization (EAI) on email address length and the number of allowed recipients per email. Review support limitations, best practices, and the changes to the character encoding returned through the API for email fields.
Prepare for Email Address Internationalization (EAI): Take these steps before activating Email Address Internationalization (EAI). Make sure that UTF-8 support exists throughout the email’s path, update your integrations to support Unicode characters, and adopt the latest API version. We also recommend that custom fields storing email addresses are of the Email field type.
Set Up Email Address Internationalization (EAI): Email Address Internationalization (EAI) allows non-Latin-based characters in email addresses when sending emails to and from Salesforce. You can choose whether emails containing a mix of American Standard Code for Information Interchange (ASCII) and international email addresses are sent as separate or single emails.
Enable Email to Salesforce for Your Users: Let your users add email to Salesforce records. Email to Salesforce lets users assign emails to leads, contacts, opportunities, and other specific records in Salesforce. That way, it’s easy to track sales-related communications.
Set Up an Email Domain Filter: An email domain filter determines whether an email relay is restricted to specific domains. You can create multiple domain filters and set their priority order using the EmailDomainFilter object in the SOAP API. An email domain filter must be set up for email relay to work.
Send Email Through Email Relay: Use your company’s email server to send email from Salesforce. Storing email locally helps you meet compliance goals, and your users can see the emails they’ve sent from Salesforce in their company email Sent Items folder. Also, routing all email through your own email servers prevents the appearance of email spoofing by Salesforce. Email spoofing is the forging of email headers to make messages appear as if they came from someone other than the original sender.
Maintaining Email Security: Salesforce provides tools to make sure that the integrity of your network isn’t compromised when sending and receiving emails to maintain regulatory compliance. Before sending emails from any Salesforce platform, consider implementing these security measures. While optional, enabling them provides the most effective barrier of protection around the network.
Email Log Considerations and Limits: Before you request an email log, review request limits, what an email log includes, and when log data can be incomplete. Email logs help Salesforce admins investigate the delivery of email sent through Salesforce, but email logs aren't an audit record.
Enable the Enforce Email Privacy Settings Preference: You can set up Salesforce to respect each recipient’s email privacy preferences, set in the data privacy record based on the Individual object. These preferences apply to contacts, leads, person accounts, and users, and include email tracking and opting out of email.
Considerations for Using Enhanced Email: Review these considerations for using enhanced email, especially in Salesforce orgs where Email-to-Case is enabled.
Use Enhanced Email for More Email Functionality: Enhanced Email gives you and your users a ton of email functionality to better drive your business processes, including the ability to relate emails to other records, add custom fields to emails, use triggers with emails, modify the email layout, and manage emails using the Salesforce API. You also get a new and improved email detail page that shows emails in their original format.
Enable Filtering for Email Tracking by IP Address: To ensure that email tracking engagement data isn’t included when an email is opened by an internal user, add your company’s IP address range. If an email is set to be tracked and is opened by someone with an IP address in the range, that open isn’t included as an engagement.
Set Up Filtering for Email Tracking by IP Address: To ensure that email tracking engagement data isn’t included when an email is opened by an internal user, add your company’s IP address range. If an email is set to be tracked and is opened by someone with an IP address in the range, that open isn’t included as an engagement.
Set Up Organization-Wide Email Addresses: You can define and manage organization-wide email addresses for each permission set or user profile. When sending email from Salesforce, users with these permission sets or profiles can select their own address or the organization-wide address for the email From address. Replies are delivered to the selected address.
Email Logs: Request an email log to investigate the delivery of sent through Salesforce within the last 30 days. Email logs contain delivery information for each message, including the sender and recipient, date and time, delivery, and any associated error codes. Email logs serve as a troubleshooting tool, but occasional limits on data availability make them unsuitable for audit, compliance, or legal evidence.
Choose Which Sales Reps Can Send Non-Commercial Email: Sometimes you have relevant information to email to customers even when they’ve chosen not to receive any commercial emails from your company. For example, for non-commercial email such as shipping information, updated billing balances, or a warning to let them know their contract is expiring. Manage which sales reps can send non-commercial emails to these customers.
Considerations for Opting Out of Email: Keep these considerations in mind when setting up Salesforce to let your customers opt out of email from your company.
Individually Opting Out of Email: You can set up Salesforce so individuals can choose whethr or not to receive emails from your company.
Opting Out of Email: Your customers expect the ability to choose which emails to receive, if any, from your company and its sales reps. Set up Salesforce to save your customers’ individual choices.
Set Up Organization-Wide Email Footers: With organization-wide email footers, you can apply common messaging to all emails sent from Salesforce. In just a few clicks, you can create, edit, and deactivate footers, and set default footers.
Email Reports: Use reports to get information on emails and list emails.
Considerations for Email Reports: Depending on your org’s email setup, use different techniques to report on email usage and effectiveness.
Email Requirements and Security: Email domain verification is required before anyone can send email from Salesforce, and each user must verify their email address and return email address. Salesforce supports several email security mechanisms to protect outgoing email.
Considerations for Sending Email from Salesforce: Before you send email from Salesforce, it’s important to ensure that your email gets to your recipient’s inbox. Make sure that you comply with commercial email regulations. Learn about common deliverability hurdles and how to protect your email reputation.
Which Option for Sending Email from Salesforce Is Best for Your Organization?: There are several options that let your users send email right from Salesforce. These options depend on whether your organization uses Lightning Experience, whether your company owns an email domain, and which email application your company uses.
Send Email Through Salesforce: Your users are in Salesforce all day long to review customer information, log activity, and create reports. So, why not make it easy on them and let them send email right from Salesforce?
Improve Deliverability of Emails Sent from Salesforce: Email deliverability is the likelihood of a company’s or individual’s email reaching its intended recipient. To improve the deliverability of email you send through Salesforce, we offer several settings and compliance options.
Send Through Salesforce: Send email from Salesforce using the Salesforce servers. No need to integrate with an external email service. This a great approach if you’re using Salesforce Classic, need bounce management, or aren’t using Gmail™ or Office 365™ with Lightning Experience.
Set Up Send Email Through Salesforce: Follow these steps for setting up Send through Salesforce, including details for companies that do and don’t own a domain.
Considerations for Send Through External Email Services: Review details before setting up Send through External Email Services, including details about triggers and workflow rules and information for organizations that use Communities.
Send Through External Email Services: Send email from Salesforce using your Google or Microsoft accounts. Then, to recipients, emails look like they were sent from those accounts, and you see those emails in your Gmail or Outlook Sent Items folder.
Email Open Tracking and Email Opt Out: Keeping an eye on if and when customers open your outgoing emails is the best way to know if they’re successful. Honor customer requests for different levels of email privacy; some customers don’t want any email, while others want to get commercial email only.
Use and Filter Email Open Tracking: Keeping an eye on if and when customers open your outgoing emails is the best way to know if the emails are successful. You can turn on tracking for all Salesforce emails, or allow recipients to specify that they don’t want emails from you to be tracked. You can also filter out engagements based on the reader’s email IP address.
Enable Email Tracking for Individuals Opening Email from Your Company: Help your sales reps honor customer requests to not track if and when they open email that reps send through Salesforce. Configure Salesforce to respect individual email tracking preferences for contacts, leads, and person accounts in the data privacy record based on the Individual object.
Set Up Enhanced Email: Enhanced Email is automatically enabled for most organizations except those that use Email-to-Case.
Sales Programs and Partner Tracks with Enablement: Accelerate business outcomes with sales programs and partner tracks delivered to users in the flow of work. Drive revenue growth with sales programs in Lightning Experience or build brand loyalty in your Partner Relationship Management (PRM) site, built with Experience Cloud. Track the performance of your programs with built-in analytics. Create programs for your products, services, or processes and track progress that users make toward measurable milestones and outcomes.
Add a Feedback Request Exercise with Einstein Coach: Enablement admins add a Feedback Request exercise to a program and specify that users receive feedback from Einstein. When a user is assigned a program with Einstein Coach, they submit a recording for feedback based on the scenario selected.
Tracking Enablement Program Progress: See how users are performing against an Enablement program’s outcomes, milestones, and exercises. Prebuilt dashboards and reports provide insights to help you analyze how well Enablement programs are changing behaviors and improving business outcomes.
Refresh the Enablement Reports and Dashboard: Enablement includes prebuilt reports and dashboards for tracking program performance and progress. Different reports and dashboards are available depending on whether you’re using Enablement Lite, full Enablement, or Partner Enablement. For all program types, you can make sure that your Enablement team can access the latest version of prebuilt analytics by refreshing the reports and dashboards in Setup. If your Enablement team has customized any of the prebuilt reports or dashboards, take care that you don’t override those customizations.
Considerations and Limitations for Enrolling Users in Enablement Programs: When you assign users to an Enablement program, certain factors can determine how assignments behave, such as permissions, assignment and selection limits, filters, and the user’s time zone. These factors can also affect users who self-enroll in programs.
Designing Enablement Programs: For all program types, you can design and assemble your own Enablement program from start to finish. Build Enablement milestones, add your exercise content, and organize your program in Program Builder. Review considerations and guidelines along the way.
Clone Enablement Measures: Add measures quickly by cloning measures that are already created and modifying the cloned measures. Cloning measures is recommended for modifying prebuilt measures that come with the Enablement add-on license. You can clone valid measures from the Enablement Measures page regardless of the measure’s status. The cloned measures retain all details from the original measures.
Clone Enablement Programs: Create more programs quickly by cloning programs, regardless of the program’s status. The cloned programs retain all the outcomes, sections, milestones, and exercises, along with the referenced content and measures from the original programs. Cloned programs have their own analytics.
Enablement Compatibility with Other Products and Environments: Enablement Lite, full Enablement, and Partner Enablement functionality is compatible with other products and environments, including Government Cloud Plus and Industries solutions, with some limitations.
Show or Hide Confetti When Users Complete Assigned Programs: For Enablement Lite or full Enablement programs, you can add some extra celebration when an Enablement user completes a program. Salesforce admins can specify whether animated confetti plays on screen in the Guidance Center.
Managing Digital Experiences Content for Exercises in Enablement Programs: The Enablement add-on license provisions a workspace named Enablement in the Digital Experiences app, where you manage the content that you want to use for exercises in Enablement programs. Define a link to specific content one time and easily reuse that content across multiple programs. Manage rich text and images for Lesson exercises, embedded videos for Video exercises, and links to your company’s existing resources—PDFs, slide decks, webinars, recordings, and so on—for other exercise types.
Assign a Contributor Role in the Enablement Workspace: To manage content for exercises in Enablement programs, assign the Content Manager contributor role in the Enablement workspace in the Digital Experiences app.
Guidelines for Digital Experiences Content in Enablement Programs: The Enablement workspace in the Digital Experiences app provides specific functionality for managing content used in Enablement program exercises. If your org already has Digital Experiences enabled, only the provisioned Enablement workspace supports content for Enablement programs.
Add and Publish an Image for Rich Text Content from Digital Experiences: When you create rich text content for use with a Lesson exercise in a program, you can insert images that are already published in the Enablement workspace in the Digital Experiences app. You can add and publish the image separately, and manage its versions outside of the Rich Text content type that references it.
Create Content for an Exercise from Program Builder: Create and edit links, videos, or rich text directly from Program Builder without navigating to the Digital Experiences app. Working from Program Builder directly requires fewer clicks to create and update content but offers fewer options for managing content records.
Create Rich Text for an Exercise from Digital Experiences: In the Digital Experiences app, you can add the rich text content that you want to use for a Lesson exercise in a program before you start working in Program Builder. You can also insert images in the rich text content body.
Create Enablement Programs Based on Templates: With Enablement Lite and full Enablement, you can create sales programs in Lightning Experience quickly by choosing from program templates. Program templates define and organize outcomes, milestones, and exercises for common sales use cases. For example, find templates that help your sales reps onboard, close deals, and sell new products. Even if you’re not creating a program for sales, you can browse and preview templates to find inspiration for custom programs you create.
Create a Sales Program with AI Tools: A guided session creates a sales onboarding or ramp program for your Salesforce users. Describe the program to a coding agent. The agent creates the content, publishes the program, and enrolls the people you name.
Custom Exercise Types in Enablement Programs: Custom exercise types let you bring content from your own repository or a third-party repository into your Enablement program. Salesforce developers can help you implement the requirements for adding custom exericses in Program Builder and the experience of users who take the custom exercise.
Enablement Data Model: Enablement objects define measures, programs, and program items (also called program tasks), such as outcomes, milestones, and exercises. These objects also track progress that users make through a program and its items.
Driving Business Outcomes with Enablement: Enablement teams can build and launch programs that drive the business outcomes most important to your company. Enablement analytics let teams prove the effectiveness of their enablement strategy and iterate on it over time with automated progress tracking.
Integrating Einstein Coach with Sales Programs: Einstein for Sales with an Enablement add-on license enables sales reps to close deals better by providing them with the opportunity to practice and perfect their sales pitch before that initial interaction with a prospect. Einstein Coach provides reps with personalized and actionable feedback on how to improve their sales pitch.
Managing Assessment Surveys for Feedback Request Exercises: For sales programs in Lightning Experience, Enablement users can submit a link to content that they want reviewed and select peers, managers, or other sales leaders to provide feedback. For example, a sales rep records themselves practicing their pitch, uploads the recording to a video platform, and then invites experienced sales leaders to give feedback. Feedback Request exercises for peer and manager feedback use assessment surveys, which include rating and short text questions for the reviewers to complete. After the reviewers provide their feedback, Enablement users can view the feedback in the Guidance Center. Enablement admins can use feedback response analytics to gain insight about users’ behavioral changes as they progress through a program.
Add a Feedback Request Exercise with an Assessment Survey for Peers and Managers: Enablement admins add the Feedback Request exercise to a program and specify the assessment survey that reviewers complete and the number of reviewers that an Enablement user must select. After the program is published and made available, users submit their content for review and select the required number of reviewers.
Set Up Surveys and Permissions for Feedback Request Exercises: To let Enablement admins add assessment surveys to Feedback Request exercises in their Enablement programs, Salesforce admins must enable surveys and assign the appropriate permissions.
Evaluate or Copy the Default Assessment Survey: The full Enablement add-on license includes a default assessment survey, Discovery Call Assessment, which provides questions for reviewers to evaluate a sales rep on their practice sales pitch. You can use this default assessment survey, or copy it as a starting point for a custom assessment survey.
Share Assessment Surveys with Enablement Admins: To ensure that Enablement admins can access assessment surveys when they assemble sales programs for users in Lightning Experience, share the surveys with them. Share surveys manually with specific Enablement admins, or share surveys automatically with all Enablement admins at your company by creating a public group and corresponding sharing rule.
Guidelines for Assessment Surveys with Feedback Request Exercises: Review the permissions required to work with Peer and Manager Feedback Request exercises. Learn guidelines for creating assessment surveys, sending feedback requests, and providing survey responses.
Supported Languages for Enablement: Most features for creating and taking Enablement programs are available in all languages that Salesforce supports. But some records, content, and other items support only one language.
Enablement Limits: When creating Enablement measures, creating Enablement programs, and making programs available to users, keep limits for measures, programs, and enrollment in mind.
Trying Sales Programs for Free with Enablement Lite: In Sales only, you can turn on Enablement for free, with a limited number of programs and users. With Enablement Lite, you can experiment with programs, outcomes, milestones, measures, and exercises for sales users in Lightning Experience. Integrate these free capabilities into your Enablement team’s definition and rollout strategy.
View Reports for Enablement Lite Programs: If you’re trying Enablement Lite, find analytics for your published programs by navigating directly to Reports and opening the appropriate folder. Enablement Lite doesn’t include a prebuilt dashboard like you get with full Enablement and doesn’t include the View Analytics button on program record detail pages.
Enablement Lite Considerations and Limitations: Enablement Lite applies limits on programs and users and doesn’t include some related features like you get with full Enablement. Upgrading from Enablement Lite to full Enablement affects the permissions you assign and the analytics that your team is using to track program progress. After your full Enablement license expires, you won't be able to switch back to Enablement Lite.
Enablement Lite Permissions: Default permission sets that use the Enablement Lite permission set license become available when you turn on Enablement Lite in Setup.
Resolving Access to Enablement Measures Objects and Fields: Sometimes Enablement admins can’t access objects, fields, or fields values when creating or editing measures. This scenario can happen when profiles, permission sets, or sharing settings restrict access or when the objects or fields are deleted or renamed.
Considerations for Creating and Editing Measures: Work with your business operations expert and other Enablement team members to carefully identify the objects and fields you want to use for tracking job-related activity. Before you start creating or editing measures, review how you can safely modify prebuilt measures or measures that are already used in published programs. See how you can preview measures, handle invalid measures, and create more elaborate measures using related and custom objects.
Create and Activate Enablement Measures: Create measures that align with your company’s processes for tracking job-related activities. Specify the criteria for the object and fields that satisfy the activity you want to measure for Enablement program outcomes and milestones. Activate measures you create so that they’re available for use in programs.
Building Enablement Measures: Enablement measures specify the job-related activity that correspond to outcomes and milestones in Enablement programs. A measure identifies the source object, related objects, fields, field values, and logic that you want to associate with a particular activity you want to track. Measures and programs are separate objects in Salesforce so that you can define a measure one time and then reuse it across multiple programs or use it multiple times in one program. To help you get started, some prebuilt measures are available, or you can create measures from scratch.
Guidelines for Creating Einstein Conversation Insights Measures for Conversation-Based Goals: To add conversation-based goals to your Enablement programs using voice and video calls recorded with Einstein Conversation Insights (ECI), create a measure that uses ECI objects. Learn guidelines for building successful ECI measures, such as which parameters are required. Also, get ideas for incorporating ECI Call Insights into your programs, such as counting key phrases that call owners mention during their customer calls.
Enablement Measures Examples: Find inspiration for creating Enablement measures that track job-related activity for your Enablement program outcomes and milestones. For some examples, a Salesforce admin must set up other features or create custom objects, fields, or picklists. Some examples offer There can be multiple ways to track the same behavior or goal, so you can consider multiple options. To further refine the specific activity that a measure tracks, combine field filters from multiple examples
Prebuilt Enablement Measures: To help you get started with Enablement measures, some prebuilt measures are available and define criteria for completing some typical outcomes and milestones. Review the use cases, criteria, and applicable prerequisites for each prebuilt measure. Some prebuilt measures are available to start using right away, but others require extra setup, including measures that use Einstein Conversation Insights (ECI). In Program Builder, templates for programs that sales users take in Lightning Experience reference prebuilt measures.
Managing Composite Outcomes and Milestones: A composite goal in an Enablement program tracks Enablement users’ progress through multiple measures or objects, simultaneously. For example, you can create a composite milestone that tracks calls and meetings, which are types of Tasks and Events, respectively. Enablement admins create composite goals by associating multiple measures with an outcome or milestone, where each measure tracks a different source object with optional field filters and related objects. To aggregate the results of the measures in the goal, specify a calculation logic such as Add, Divide, or Percentage. As Enablement users start working toward an outcome or milestone, the aggregated measure result is compared against the target to track users’ progress. Users complete a goal when the measure result meets the target.
Managing Enablement Measures for Outcomes and Milestones: Outside of Enablement programs, you create Enablement measures and specify the objects, fields, and field values you want to track. In programs, you specify the criteria for completing an outcome or milestone that references measures. For example, specify the target values to achieve or the number of records to evaluate. You can reuse measures across multiple programs or multiple milestones in the same program.
Managing Outcomes and Milestones for Enablement Programs: Assign measurable goals based on real, job-related activity in Salesforce to your Enablement users as part of a program. Specify an optional outcome that represents the program’s most significant and measurable goal. Add incremental milestones that represent smaller, bite-sized achievements on the way to the outcome. For an outcome and each milestone, select the Enablement measures that define the specific objects, fields, and field value criteria for the activity you want to track. When Enablement users start working toward an outcome or milestone, they see their progress in the flow of the program. You can track users’ progress with Enablement dashboards and reports.
Manage Notifications for Enablement Programs, Outcomes, and Milestones: Help your company’s Enablement rollout run smoothly by encouraging users to take and complete programs on time. Notify users when a program is assigned or when they self-enroll in a program, and send congratulations when programs are completed. Remind users when they haven’t started taking a program they enrolled in. Nudge users when a program, outcome, or milestone is due soon. Manage notifications separately for sales programs in Lightning Experience and partner programs in Experience Cloud sites.
Outcomes, Milestones, and Measures: Before you start assembling a program in Salesforce, identify your program goals, including the outcome you want users to achieve and the incremental milestones they complete along the way. And, learn how to define the criteria for measuring and tracking progress against your goals.
How Enablement Drives Outcomes: Enablement teams identify the revenue outcomes or other business goals they want to achieve. With Enablement programs, they can set and track goals using Salesforce data and make programs available to users where they work. To get started, review how programs are structured, how users experience programs, and how your team can track progress.
Installing Enablement Programs from Managed Packages: Quickly bring programs to life in minutes by installing programs and all their dependencies, including measures and exercise content, from second-generation managed packages.
Uninstall Packaged Enablement Programs and Dependencies: To remove Enablement programs and all dependencies that were installed from a managed package, first deactivate the dependencies and delete the program. Then uninstall the managed package.
Managing Partner Enablement Programs: Show Partner Enablement programs to partner users in supported Experience Cloud sites as part of your Partner Relationship Management (PRM) strategy. Partner Enablement programs are also called Partner Tracks. Work with your site developer to build partner experiences that show Enablement programs, outcomes, milestones, and exercises in site pages where partners interact with your brand.
View the Partner Enablement Dashboard and Reports: For Partner Enablement programs in Experience Cloud sites, open the prebuilt dashboard from the Dashboards page or the prebuilt reports from the Reports page. Unlike sales programs in Lightning Experience, Partner Enablement programs don’t have the View Analytics button on program record detail pages. And, the Partner Enablement dashboard and reports show data for all Partner Enablement programs, not individual programs.
Enablement Components and Pages in Experience Cloud Site Templates: In Experience Builder, certain site templates include an Enablement section in the Components panel and Enablement pages in the Pages menu. A site developer can use these components and pages to show Partner Enablement programs, outcomes, milestones, and exercises in your Partner Relationship Management (PRM) experience.
Considerations for Partner Enablement Programs: In general, Partner Enablement programs in supported Experience Cloud sites behave similarly to sales programs in Lightning Experience. Some details for creating and launching Partner Enablement programs are different, and other considerations apply when you’re getting started with a supported Experience Cloud site.
Create a Partner Enablement Program: Create an Experience Cloud site from a supported template that uses the Enablement pages and components. Then set up your program in Program Builder.
Enablement Permission Set Groups, Permission Sets, and Permissions: Enablement includes default permission set groups based on team member roles. The permission set groups include default permission sets based on tasks that people in those roles complete. The permission sets include individual user permissions and object permissions.
Take Enablement Programs: You can take Enablement programs when an Enablement admin assigns you to a program or shares a program with you for self-enrollment. Take an assigned program starting at 12 AM on the start date, or take a self-enrolled program anytime after you enroll.
Plan Your Enablement Program Strategy: To help put all your outcomes, milestones, and related measures into programs, work with your Enablement team to gather your requirements and make an implementation plan. Because Salesforce is highly customizable, your Enablement team can track activity for Enablement measures in different ways. Collaborate with your colleagues in other disciplines for support in building effective programs that align job-related activity with your measure criteria.
Unpublish Enablement Programs: For major changes to published programs, such as adding or removing program items, updating parameters for outcomes or milestones, or updating exercise content, first unpublish the program.
Assign Users to Enablement Programs Manually: To ensure that users take an Enablement program by a certain date, assign sales territories or users to the program and select a start date. When you assign territory roles to a program, users in those roles are automatically assigned to the program. Assigned users receive an email and in-app notification on the program’s start date.
Exercise Types in Enablement Programs: The Program Builder palette includes several types of exercises that determine the content you provide and how users experience the content when they take the program.
Guidelines for Assembling Enablement Programs: With your Enablement measures planned and implemented, and your content ready to go, bring all the ingredients together in Program Builder. Organize your programs appropriately to help users have efficient, enjoyable experiences that help them achieve outcomes and milestones. Write helpful and instructive titles and descriptions for users who take your programs.
Editing Published Enablement Programs That Users Are Taking: You can modify some details of a published program even after users start taking it. For some simple changes to names, titles, and descriptions, you can edit and save the program without disrupting the user experience or the integrity of your analytics. Other changes require you to remove users and unpublish programs, which can be disruptive.
Share Enablement Programs So Users Can Self-Enroll: To make an Enablement program available to users so they can enroll at their own convenience, enable self-enrollment in Program Builder. Then, share a program with specific users, groups, or roles. Users can find programs that are shared with them and start taking the program when they’re ready.
Remove Users from an Enablement Program: Remove enrolled and assigned users from an Enablement program when it no longer pertains to them or has reached the enrollment limit. You can manually select the users that you want to remove, or filter them by profile, role, and public group.
Launching Enablement Programs: After you develop programs and measures in a sandbox, deploy them to production. Make Enablement programs available to users by publishing programs, assigning programs to users directly, and sharing programs so uses can self-enroll.
Enablement Reports and Report Types: Prebuilt reports are available for tracking users’ progress toward completing programs, milestones, exercises, and outcomes. If you want to create your own Enablement reports, several report types (also referred to as pre-designed custom report types) are also available.
Enablement Team Roles and Responsibilities: Multiple disciplines collaborate to define, build, and track Enablement programs. Identify colleagues who can take on these roles so that your Salesforce admin can assign permissions appropriately.
Enablement Rollout Guide: Build, launch, and track Enablement programs that help your company’s sales reps achieve revenue outcomes and that grow your business with partner engagement and loyalty.
Sandbox Support for Enablement: Enablement Lite, full Enablement, and Partner Enablement functionality is available in sandboxes with some limitations.
Assign Permissions to Your Enablement Team: Assign permissions to Enablement team members and users for managing programs, managing content, and taking programs. Give access to Enablement admins to access objects and fields when creating measures. Some options and settings are different depending on whether you’re working with Enablement Lite, full Enablement, or Partner Enablement programs.
Set Up Einstein Conversation Insights for Enablement: In full Enablement programs, you can add conversation-based outcomes and milestones. To get started, set up Einstein Conversation Insights (ECI) for use with Enablement. The full Enablement add-on license includes ECI. If your Enablement team wants to influence users to say key phrases during their calls, set up and define custom ECI Call Insights. Setting up ECI is also a prerequisite for using Einstein Coach in Enablement programs to generate feedback for reps’ sales pitches.
Set Up Einstein Coach: To allow the use of AI-generated coaching in Enablement programs, Salesforce admins must enable Einstein Coach and assign the appropriate permissions.
Setting Up Enablement: Before you can start creating and completing Enablement programs, Salesforce admins must complete some setup steps. Review Enablement roles and assign appropriate permissions for building and completing programs. For sales programs in Lightning Experience, you can set up Einstein Conversation Insights (ECI) so that Enablement admins can add conversation-based outcomes and milestones.
Complete a Feedback Request Exercise with Einstein Coach: Practice and perfect your sales pitch by submitting a video call for feedback from Einstein Coach. Einstein Coach analyzes your call’s transcription and provides personal and actionable feedback, highlighting your key strengths and growth opportunities.
Getting Started with Sales Programs Quickly: Reduce the time required to bring sales programs to production by installing programs from managed packages or choosing a program template in Program Builder.
Prerequisites for Enablement Program Templates: Program templates have items that are ready to use and placeholders that require you to complete some extra setup or add some details. To customize template-based programs for your users, review the prerequisites or additional details for the placeholder items.
Maintaining Enablement Programs: Manage the quality of your Enablement programs over time. You can clone existing programs, remove users, unpublish programs, or edit programs you already published.
Enable Product Schedules in Salesforce Classic: Create default revenue and quantity schedules for products that are delivered or paid for over time. Let users create schedules for individual products on opportunities.
Enhanced Letterheads in Lightning Experience: A letterhead standardizes the information in the header and footer of an email template. Often, a letterhead shows a company’s logo and contact information. Enhanced letterheads can include rich text, merge fields, images, links, and other styling. To be associated with an enhanced letterhead, the Lightning email template need to use the Handlebars Merge Language.
Event Fields: Event records have standard fields for tracking and recording event details.
Events and Calendars: Use Salesforce to track meetings with customers, prospects, and colleagues. Drill down from events to related records, feeds, files, contracts, and more. You can also track events in reports.
Check Lightning Sync Users’ Sync Statuses: If Lightning Sync users can’t sync, Salesforce admins can check their individual sync statuses—and the sync status of Lightning Sync setup—to troubleshoot the problem.
Assign Reps to Lightning Sync Configurations: After configuring server settings, Salesforce admins can assign reps to a Lightning Sync configuration to get contacts or events to start syncing. Admins can assign individual reps or user profiles to add multiple users to configurations.
Define Lightning Sync for Microsoft® Exchange Settings for Reps: After reps prepare their Exchange events to sync with Salesforce, admins can define sync settings for groups of reps in Lightning Sync configurations. This step kicks off the sync process, and determines how reps contacts and events sync between applications.
Run the Microsoft® Remote Connectivity Analyzer with Lightning Sync Parameters: Salesforce admins can run the Remote Connectivity Analyzer—the free web-based tool provided by Microsoft—to confirm whether Salesforce admins and their Exchange admins have set up Lightning Sync for Microsoft Exchange successfully. Or, admins can run the Remote Connectivity Analyzer if Lightning Sync for Microsoft Exchange was syncing reps’ items successfully, but suddenly stops. Use the parameters provided to run the test for Lightning Sync.
Test the Connection Between Your Server and Salesforce: Salesforce Admins setting up Lightning Sync for Microsoft® Exchange should run both the Lightning Sync connection test and the Microsoft Remote Connectivity Analyzer to test their connectivity between their servers and Salesforce. The tests differ slightly, so running both gives admins more information about the connection status. Admins setting up Lightning Sync for Google need only run the Lightning Sync connection test.
Run the Lightning Sync Connection Test for Microsoft® Exchange Users: Salesforce admins can run the Lightning Sync connection test to confirm whether admins and IT pros have set up Lightning Sync successfully. Or, run the connection test if Lightning Sync was syncing reps’ items successfully, but suddenly stops.
Lightning Sync Considerations: To understand what happens when you use Lightning Sync, consider the impacts and nuances of connecting your account to Salesforce and the details of syncing contacts and events.
Build and Run a Lightning Sync Error Report: If Lightning Sync users can’t sync, Salesforce admins can build and run an error report to discover what’s causing sync to fail and for which users. The report details provide suggestions to help you troubleshoot sync issues.
Event Delete: You can set up sales reps to delete events—from both their calendar and Salesforce—in one action.
See the Big Picture for Setting Up Lightning Sync for Microsoft® Exchange: Salesforce admins can set up Lightning Sync so reps can sync contacts and events between Microsoft® Exchange and Salesforce. Salesforce admins and IT pros complete several steps, both on your Exchange server and in Salesforce.
Reset Sync for Lightning Sync Users: If a rep has trouble syncing between your email server and Salesforce, Salesforce admins can reset that rep’s sync process. Resetting sync clears out and then restores the connections between a rep’s email and calendar applications and Salesforce records. Resetting the sync process doesn’t affect information stored in those records.
Lightning Sync for Microsoft® Exchange Statuses: Understanding Lightning Sync for Microsoft Exchange statuses helps you assess and address Lightning Sync errors that appear on the Lightning Sync status page in Salesforce.
Private Event Sync: When you select the Sync private events setting in your sales reps’ Lightning Sync configurations, events that reps mark as private can sync between Salesforce and your Microsoft or Google calendar. When a private event syncs, it’s marked as private in both calendar applications. However, some situations aren’t supported for private events, such as attendee sync and automatically relating contacts or leads, that.
Get Help Setting Up Lightning Sync: Get help setting up Lightning Sync so your users can start syncing their contacts and events between their email server and Salesforce.
How Salesforce Manages Sync Conflicts Between Products: Learn how Salesforce manages conflicts when users are assigned to configurations for multiple products such as Einstein Activity Capture, Lightning Sync, and Salesforce for Outlook.
Lightning Sync System Requirements: Confirm that your Microsoft® Exchange-based server or Google Workspace account meet these system requirements before you set up your sales reps for Lightning Sync.
Campaigns FAQ: Find answers to frequently asked questions about campaigns.
How do I add contacts and leads to campaigns?: Your company’s campaigns typically target existing customers (contacts) and prospective customers (leads). You can associate contacts and leads with campaigns as campaign members.
How can I calculate the ROI for my campaigns?: The Campaign ROI Analysis Report is on the Reports tab in the Campaign Reports folder. It calculates your campaigns' performance by return on investment (ROI) and average cost.
How can I track which opportunities resulted from campaigns?: One key benefit of campaigns is the ability to track how much business a campaign generated. The Opportunities related list on a campaign shows every opportunity that’s linked to that campaign. You can also run the Campaign Revenue report to track which opportunities are linked to your campaigns.
How is Campaign influence different from ROI reports?: Campaign influence tracks pipeline and revenue for multiple campaigns, and ties all campaigns of a contact role to that opportunity for pipeline and ROI reporting. It's helpful for longer deal cycles when more than one campaign contributes to a closed deal or a converted lead.
Who has access to Campaigns?: Depending on your sharing settings, users in your org can view campaigns, view the advanced campaign setup, or run campaign reports. However, only designated marketing users with the appropriate user permissions can create, edit, and delete campaigns and configure advanced campaign setup.
Manage Opportunity Stage to Forecast Category Mappings for Pipeline Forecasts: Forecasts rely on how picklist values map between the Stage field and the Forecast Category field on opportunities. For example, if you map the Negotiation/Review stage to the Best Case forecast category, the amounts of your opportunities in Negotiation/Review are included in your Best Case forecast amount. If the stage of an opportunity changes, the probability and forecast category also change.
Leads FAQs: Find answers to common questions about leads.
Can I capture leads from multiple web pages?: Yes. Insert the generated HTML code into the web pages from which you want to capture leads. Whenever someone submits information on any of those web pages, a lead is created.
Can I convert existing accounts or contacts into leads?: No. As an alternative, create an opportunity for the account or contact. If you prefer to use a lead, create a report containing the accounts or contacts you want to convert into leads, export them, and then import them as leads.
How are lead fields mapped to other fields during conversion?: When you convert a lead, data in standard lead fields is transferred into standard account, contact, and opportunity fields. For custom lead fields, the data is mapped to custom account, contact, and opportunity fields as specified by your admin.
How can I be sure that leads aren’t lost?: The daily limit for Web-to-Lead requests is 500. If your organization exceeds its daily Web-to-Lead limit, the Default Lead Creator (specified in the Web-to-Lead setup page) receives an email containing the additional lead information.
How can I tell which of my leads are new?: When a lead is assigned to you, either manually transferred, imported, or generated from the web, the lead is marked as “Unread,” that is, it has a check mark in the Unread column on leads list views.
How can our webmaster test the Web-to-Lead page?: Add the following line to your Web-to-Lead page code if you want to see a debugging page when you submit the form. Don't forget to remove this line before releasing the Web-to-Lead page on your website.
How many leads can we capture from our website?: In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, you can capture up to 500 leads in a 24-hour period.
What happens when I convert leads?: When you convert a lead, Salesforce creates an account, contact, and optionally an opportunity, using information from the lead you’re converting.
What if my company reaches the limit for web-generated leads?: The daily limit for Web-to-Lead requests is 500. If your company generates more leads than the maximum allowed, the Default Lead Creator (specified in the Web-to-Lead setup page) receives an email containing the captured information. Contact Customer Support if your company wants to generate over 500 Web-to-Lead requests per day.
What Is a Lead?: Leads are people who are interested in your product and service. Converting leads to loyal customers provide success within a business. By managing your leads in a systematic and structured way, you can increase both the numbers of leads you generate and how many leads you convert.
What are the advantages of using leads?: Using leads allows your company to maintain two separate lists - one for prospective customers and one for existing customers. You can store your prospects as leads, and then when a lead becomes qualified, you can convert it to an account, contact, and, optionally, an opportunity.
What status is assigned to web-generated leads?: All new web leads are marked with a status equal to the “default status” that your administrator selects when editing the Lead Status picklist values
Who owns new web-generated leads?: Your administrator can create a lead assignment rule to determine how web leads are automatically assigned to different users or queues.
Can I mass configure Salesforce for Outlook (Retiring)?: Yes, you can create a configuration in Salesforce and assign it to profiles or even specific users. When those users set up Salesforce for Outlook, the configuration's settings are automatically deployed to Outlook.>
Does Salesforce support single sign-on (SSO) for Salesforce for Outlook (Retiring)?: Yes. Salesforce supports both delegated authentication and Security Assertion Markup Language (SAML) requirements for Salesforce for Outlook. When using delegated authentication, users need to log into Salesforce the first time they use Salesforce for Outlook.
View the Enablement Dashboard from the Dashboards Page: For a sales program in Lightning Experience, you can open the prebuilt dashboard from the Dashboards page. With a few extra steps, filter the dashboard to see analytics for a specific program.
Get Forecast Insights with Agentforce: Analyze your pipeline to identify high-risk deals and quick wins so you can prioritize your time and meet your quota.
Generate a Forecast Submission Note: Give your manager rich context for your forecast submissions so you can save time and prepare for forecast cadence calls.
Set Up Forecasting Agent: Transform your forecasting process into an intelligent, automated, and agent-guided conversational workflow to help sales teams achieve accurate forecast numbers.
Turn On Forecasting Agent: Help your sales team close quota gaps and accelerate submissions with AI-guided weekly forecasting.
Make Adjustments to Pipeline Forecasts: Adjusting overstated or understated Best Case, Most Likely, or Commit forecast values gives you a more accurate picture of the path to hitting your forecast or quotas. Updating the rollup values on the forecasts page doesn’t change the underlying amounts or quantities in the opportunities that make up the forecast.
Adjustments in Pipeline Forecasts: A forecast adjustment indicates an assessment about the sales value that a forecast manager or sales rep feels confident of closing during of the forecast period. Adjusting Best Case and Commit forecasts values is a way to accurately gauge where a sales team is on their path to hitting its sales numbers. An adjustment doesn’t change the underlying gross rollup and doesn’t appear in reports. It just adds a layer of detail to a forecast.
Who Can Adjust Pipeline Forecasts: Forecast adjustments at the rollup level provide an assessment about the tpta; sales that the forecast owner feels confident to close during the forecast period. Your system settings and your place in the forecast hierarchy determines if you can view and make adjustments.
Managing Pipeline Forecasts: Get an all-in-one view and place to manage your sales team’s expected revenue in the Forecasts tab.
Review Recent Changes in Forecast Value: To help you identify recent changes in value to a forecast, changes within the last 7 days are highlighted in the forecast summary. As a sales leader, you don’t want to be caught unaware of changes in your team’s forecast. Choose to show week-over-week changes for each forecast category so that you can adjust your sales and forecasting strategies accordingly.
View Forecasts from Different Perspectives: If your Salesforce admin activates multiple forecast types, select the forecasts that are relevant to you as tabs on the forecast page. Then, you can quickly access each tab to review your forecast from different perspectives.
Reviewing Week-to-Week Forecast Changes: Review how forecasts have changed throughout the current period with the Weekly Changes chart. The chart includes key metrics and a visual representation of changes as the period has progressed. The information that’s available to you in the chart depends on enabled features and how long forecast data is retained.
Finding Trends Across Forecast Periods: Evaluate how this forecast period compares to the forecasts at the same point in past periods in the Monthly or Quarterly Trends chart. Understanding your team’s trends helps to gauge whether the team is tracking to hit their sales goals based on performance in previous periods. The information that’s available to you in the chart depends on enabled features and how long forecast data is retained.
Set Up Historical Data for Pipeline Forecast Charts: To give sales leaders the data they need when viewing forecasting charts, ensure that historical trending is on for Forecasting Item. Also verify that the retention period is set appropriately.
Show, Hide, and Reorder Pipeline Forecast Columns: Customize the display of most standard and custom forecast columns on the forecasts page. For example, you can position a custom Most Likely column to appear next to the Open Pipeline column.
Add Custom Calculated Columns to Pipeline Forecasts: To track metrics that help to generate more accurate and data-driven forecasts, add columns that show values calculated using a formula that you define.
Include Other Data in Custom Columns in Pipeline Forecasts: Make forecast decisions using all the data that matters to your business by adding custom columns to a forecast. Custom columns can show data that’s imported and referenced, such as Stretch Quota or Internal Booking Target, or a calculated value, such as gap to quota. Having all the information in one place helps you create more precise forecasts without having to turn to other resources.
Add Custom Columns That Include External Data to Pipeline Forecasts: Make forecast decisions with all the data that matters to your business, even if that data isn’t maintained in Salesforce. Add external data, such as stretch quotas or internal booking target, and show it in a custom column on the forecasts page. Having all the information used to create forecasts in one place helps you create generate more precise forecasts without having to turn to other resources.
Managing External Data to Include in Pipeline Forecasts: Add external data, such as stretch quota or internal booking target to Salesforce so forecast managers have all the information they need when reviewing their sales projections. The data you add can be added as a column in the forecast summary and can be unique to each forecast type.
Activate and Assign Custom Forecasts Pages: After building a custom forecasts page using Lightning App Builder, activate the page and assign it so sales leaders can see and use it. The page you built doesn’t appear until it’s activated.
Build Custom Forecasts Pages That Work for Your Business: Using Lightning App Builder, create custom forecasts pages that include all the information your sales leaders require to drive accurate forecasts that support your unique business needs. Build pages that contain standard and custom components that fit your unique sales process.
Customize Pipeline Forecast Categories: A forecast category is the category within the sales cycle to which an opportunity is assigned based on its opportunity stage. The standard forecast categories are Pipeline, Best Case, Commit, Omitted (not included in forecasts), and Closed. Salesforce admins can add a Most Likely category in Lightning Experience and rename categories in both single category rollups and cumulative category rollup scenarios.
Define a Default Forecast Date Range: The forecasts grid shows forecasts for individual months or quarters and a range of months or quarters, depending on your settings. A one month forecast period is set for you, but you can change the range as needed.
Turn On Salesforce Forecasting and Define Forecast Settings: Starting in Winter ‘24, forecasting is automatically enabled with default pipeline forecasting settings configured for you. In orgs created before Winter ‘24, you can manually enable forecasting and take advantage of the same default settings for your opportunity-based forecasts. To update the configuration to meet your business processes, visit the Forecasts Settings page in Salesforce Setup.
Salesforce Forecasting Elements: If you’re using forecasting features in Salesforce, learn about the elements that comprise a forecast.
Allow Forecast Adjustments: Help your sales team produce the most accurate forecast possible and allow managers or forecast users to adjust rollup values.
Select a Pipeline Forecast Rollup Method: Choose between cumulative rollup columns or single category columns. Single category rollups are selected by default, but you can change this setting as needed.
Select a Forecast Currency: If your company uses multiple currencies, select whether to use your corporate currency in forecasts, or to use each forecast manager’s personal currency.
Show Quotas in Forecasts: Let your team see sales quotas and quota attainment percentages on the forecasts page.
Get the Most from Salesforce Forecasting: To help users get the most from the forecasting information that they see, customize the forecasts page layout, allow for adjustments to forecasts, setup quotas, and more.
Defining the Forecast Guidance You Receive from an Agent: The Get Forecast Guidance agent action that sales managers can use to quickly view their sales rep’s forecasts is powered by a flow. Users with access can modify the flow in Flow Builder to control and better define the forecast insights they receive from the action. Define the formulas used, the number of opportunities shown, and the criteria for what makes an opportunity risky, in a way that brings the most value to sellers and managers.
Group Pipeline Forecasts to Match Your Business: Group forecasts into segments that make sense for your business. For example, define forecast groups that represent the industries your products and services serve or your company’s business units. You can also group forecasts by product family.
Pipeline Forecast Types: Forecast types represent your sales teams’ projected sales from a different perspective. Each type can be set up to use different data, measures, dates, and filters to gather the forecast information that is most relevant to your business.
Get Forecast Guidance from Agentforce: Set up the Get Forecast Guidance standard agent action so that sales managers can quickly receive insights on their team’s performance, calculate a sales rep’s gap-to-quota for Commit and Most Likely, and analyze opportunities for any risks.
Pipeline Forecasting Charts: Use built-in charts to visualize the state of your forecasts and better assist sales reps in meeting their sales targets. With forecast charts, see the changes to the current period’s forecasts across forecast types and measure how this period’s forecasts compares to past periods, without having to manually crunch the numbers.
View Other Users’ Forecasts: Your position in the forecast hierarchy determines whose forecasts you can see. By default you see your forecast, which is made up of the reps and other forecast managers below you in the hierarchy. You can select other users below you in the hierarchy to view their forecasts. You cannot select people above you in the hierarchy.
Set Up Salesforce Forecasting: Set up the required features to start forecasting using Salesforce and enable additional features as you’re ready. Give forecast managers, reps, and others who need it access to the forecasts page and the features that they need.
Salesforce Forecasting: Feel confident about your sales projections by working with live forecast rollups, visual indicators, AI predictions, and historical trends to generate accurate sales predictions. Salesforce Forecasting is also referred to as Collaborative Forecasts in some places.
Apply Manager Judgment to Opportunities in Pipeline Forecast: To create the most accurate forecast possible, apply your judgment as a forecast manager about whether you consider a subordinate’s opportunity part of your forecast. Then you have the details about the total value of the opportunities when you review and adjust the total Commit forecast.
Manager Judgments in Pipeline Forecasts: As a forecast manager, you assess your forecasts during each period and adjust the forecast as you receive new information and circumstances change. To create the most accurate forecast possible, apply your judgment about whether you consider an opportunity part of the forecast total. Applying your judgment as a forecast manager provides visibility into which deals you have the highest confidence to close and a more accurate picture of your forecast to managers above you in the hierarchy.
Allow Manager Judgments in Pipeline Forecasts: Allow forecast managers to indicate which of their subordinates’ opportunities they have high confidence of closing during the current forecast period. To get the most benefit out of manager judgments, we recommend also enabling managers to make adjustments at the forecast rollup level. Manager judgments are supported for forecast types based on opportunity, opportunity product, and line item schedule objects only.
Who Can Apply Manager Judgments in Pipeline Forecasts: Forecast judgments at the opportunity level provide an assessment about the opportunities that the forecast owner feels confident to close during the forecast period. Your system settings and your place in the forecast hierarchy determines if you can view and make judgments.
Forecast Quotas from External Sources: Data Loader provides a simple point-and-click method for adding, inspecting, and editing quota data in Salesforce. APIs provide more flexibility but require you to write code.
Considerations for Multiple Currencies in Salesforce Forecasting: If your company uses forecasts and multiple currencies, your Salesforce admin chooses a forecast currency and enables forecast types. The forecast currency is your corporate currency or each forecast owner’s personal currency.
Enable Partner Portal Users to Add Opportunities to Pipeline Forecasts: If your sales team works with partners, you can include the forecasts from partner user opportunities and add partner portal users to your team’s role-based forecast hierarchy. Your partner portal users can’t access the Forecasts page or its functionality.
Partner Portal User Opportunities in Pipeline Forecasts: Partner portal users are external to your Salesforce org but sell your products and services through indirect sales channels. Your partner portal users use a portal to log in to Salesforce. Partners can create opportunities, and users can assign opportunities to them.
Review Pipeline Forecasts Against Forecast Quotas: A forecast quota is the monthly or quarterly sales goal that’s assigned to a sales team member or territory. A manager’s quota equals the amount that the manager and team are expected to generate together. The quota rollup is done manually by users and managers, and revenue or quantity data can be used. If you have multiple types of forecasts enabled, each type maintains separate quota information.
Set Up Forecast Quotas: Set up quotas so that users can see quotas and quota attainment information with their forecasts.
Guidelines for Refreshing Forecasts: Certain actions can change forecasts. For example, while you’re viewing the forecasts page, your subordinates can edit related opportunities and adjust the forecasts of their own subordinates. And you can adjust one of your subordinates’ forecasts from your own page. To see these changes, refresh the forecasts page.
Report on Forecasts: Unlock details about forecasts and forecasts trends when you create custom report types for forecasts. For example, help managers and other stakeholders see the accuracy of planned forecasts versus adjusted and closed forecasts.
Considerations for Showing Opportunity Fields in Pipeline Forecasts: When a rep selects a forecast in the forecasts grid, a list of opportunities that roll up to that forecast appears below the forecast summary. Refer to our guidelines when you’re choosing the fields to show as columns in the opportunity list.
Define Forecast Managers and Their Subordinates: The forecasts hierarchy is a nested, expandable list of forecast managers and subordinates that determines how forecasts roll up within your company and who can view and adjust them. The forecast hierarchy is based on the user role hierarchy, or the territory hierarchy if territory forecasts are enabled. To ensure that everyone has access to the forecasts they need, keep your forecast hierarchy up to date.
Change Your Forecast Date Range on the Forecasts Page: Your Salesforce admin sets up a default forecast date range display. For example, your default can be three months into the future. Use this range, or change the date range that’s shown for your own forecast.
Set Up Forecast Guidance Agent Action: Use generative AI to give sales managers clear insight into how their sales reps are performing. When users ask an agent how a specific sales rep is doing, the Get Forecast Guidance action calculates how that rep is tracking to meet their quota and identifies any risky deals.
Set Up Pipeline Forecasting: Set up Salesforce so that your teams can work with forecasts based on pipeline opportunities captured in opportunity records.
Set Up Users for Forecasting: Sales reps, sales managers, and sales executives need permission to use forecasts and access to the Forecasts tab. They must also be part of the forecast hierarchy.
Share Forecasts with Stakeholders: Increase visibility into your forecast and ensure stakeholders can view, adjust, submit, and report on projected sales. For example, a sales manager can share her forecasts with Sales Ops for reporting purposes, or with another sales manager while she’s out of the office.
Capturing Pipeline Forecasts at a Point in Time: Forecast submissions are your best estimate of the revenue or quantities that you expect to close during the forecast period. Typically required weekly, the submission takes a snapshot of your forecast at the time you make the submission. As management levels review forecast rollups, they compare the current forecast against the submitted forecast numbers and quota, and know that the forecast is up to date. Any differences better inform the forecast for the entire sales team and the business.
Allow Point-in-Time Pipeline Forecast Submissions: Forecast submissions are sales reps’ or managers’ best estimates of the revenue or quantities they expect to close during the forecast period. As management levels within the sales organization review forecast rollups, they compare the current forecast against the submitted forecast numbers and quota.
Territory Forecasts: If your sales team uses Sales Territories, Salesforce Forecasting, and Lightning Experience, they can forecast by territory. Territory forecasts give your team a snapshot of how expected sales compare between territories. Want to know which territory has the most closed deals this month? Or which territory is lagging in software deals? Use territory forecasts to find out.
Define Pipeline Forecast Types: Use forecast types to specify how Salesforce calculates forecasts. Each forecast type presents projected sales from a different perspective.
Managing Common Pipeline Forecast Types: Forecasts types specify how Salesforce calculates forecasts and projects sales from a different perspective. Learn about managing these common pipeline forecast types.
Schedule and Product Date Forecasts: Base forecasts on schedule and product dates to reflect your business model. Schedule and product date forecasts are available in Lightning Experience only.
Forecast Your Opportunity Pipeline: Sales teams including reps, forecast managers, and other sales leaders use the Forecasts page and its rich set of features to analyze and verify whether their forecast is on track, and to a call about their sales target.
Give Users Access to Forecasts: Give all users who review and interact with forecasts user permission to access the forecast features and access to the Forecasts tab.
Add Columns to a Forecast Type: To show forecast measures on the forecasts page, add columns to the grid. You can add up to nine columns, including the quota column.
Assign the Forecast Manager Role: The forecasts hierarchy determines how forecasts roll up within your Salesforce org and who can view and adjust them. The forecast hierarchy is based on the user role hierarchy.
Create DMOs for Consumption-Based Data: The consumption-based data includes details of real usage and estimates of future usage of each product or service that you want to forecast.
Configure Data 360 for Consumption Forecasting: To set up Consumption Forecasting, enable and configure Data 360 so you can leverage the data effectively. Enable Data 360 in the same Salesforce org.
Deploy the Forecasting Data Kit: To configure a consumption forecast type, import the standard objects required for forecasting from your Salesforce org to Data 360. Deploying the Forecasting data kit creates the data lake and data model objects for those standard objects.
Create a Consumption-Based Forecast Type: You configure a consumption-based forecast type by selecting the data source for your forecast, setting up forecast rollups, choosing columns to display, and selecting the date type for forecast calculations. After you complete the setup, the forecast type appears as a tab on the forecasts page, where your teams can view and forecast revenues.
Define Data Model Relationships for Your Forecast: To determine what to show as rows and columns in a consumption forecast type, identify the data model relationships that you defined in Data 360. Define the parent-child relationships between data model objects (DMOs) and identify their lookup fields. Defining these relationships and their lookup fields ensures that your forecast rolls up accurately.
Determine How to Roll Up Forecasts: Keep your sales team informed about what’s happening at every level and let them see forecast rollups across your business.
Enable Custom Adjustments: Let forecast users configure adjustments based on the total value for upcoming periods. To enable custom adjustments on a measure column, you must first enable adjustments on that measure column.
Create DLOs for Your Standard Objects: If you can't deploy the Forecasting data kit, you can manually configure data streams and DMO mappings for the standard objects.
Set Relationships Among DMOs: Set the relationships among the DMOs. These relationships help you determine forecast rollups in the Choose Forecasting Dimensions section while creating a consumption forecast type.
Salesforce Sales Engagement Documentation: Accelerate your inside sales process with a high-productivity workspace. With cadences, managers can create custom sales processes that guide sales reps through handling different types of prospects. Those cadences appear for sales reps in the Work Queue, a task list that appears inside the Sales Console. And with other productivity-boosting features like Sales Dialer, Lead Scoring, and included reports, your sales teams have everything they need to handle prospects in a fraction of the time it took before.
Streamline Prospect Outreach with Cadences: With cadences, inside sales reps can work through their prospects at top speed. Inside sales managers use Sales Engagement Cadence Builder to create consistent, scheduled cadences of outreach activities to help reps nurture their prospects with maximum efficiency. A cadence can include activities like sending emails, making calls, arranging meetings, and sending text messages. Sales managers and reps can add leads, contacts, and person accounts to each cadence. Sales reps act on the cadence activities from a prioritized work queue that shows them at a glance which prospects are ready for each outreach.
How Advanced Routing Profiles Work in Salesforce Maps: When you generate routes in Salesforce Maps, a routing profile tells Advanced Routing which visit, travel, and priority constraints to honor first. Built-in presets and custom profiles set Low, Medium, High, or Not Used weights on six constraints. One profile on a Maps permission group gives your users in that group the same route behavior.
Create an Automated Action: Save time by automating common cadence target-related tasks with processes that manage cadence targets and associated records you own. With simple if-this-then-that logic, you can automatically add, remove, pause, or resume cadence targets and change target assignees based on criteria that you choose. If you’re a manager, you can create automated actions for your subordinates.
Run Flows After Cadence Steps with Cadence Autolaunched Flows: When you build a cadence, you can run a flow as part of an action step such as a call or email. Perform key actions, such as updating the lead path or opportunity stage, when reps complete the step for a target. Managers can add flows to cadence steps in the Cadence Builder. Salesforce admins and developers can use the Cadence Autolaunched Flow process type to create flows triggered after cadence steps, or use the included flow templates to get started.
Add Screen Flows to Cadences with Cadence Step Flows: In Cadence Builder, you can specify a screen flow as a cadence step. Use screen flow steps to let reps create a case, event, or task or to perform another action. The screen flow runs when the rep initiates the step for a target from their Work Queue or the Sales Engagement component on target records. Salesforce admins or developers can get started by cloning and customizing the Cadence Step Flow templates included in Sales Engagement.
Choosing the Right Automation Option: When you want to incorporate automation into your Sales Engagement cadences or handle large groups of records at one time with bulk actions, it’s important to clarify your use case. Pinpointing the resulting trigger origin can help you select the most effective option for your needs.
Using Platform Automation Tools with Sales Engagement: Add automation to Sales Engagement faster with flows designed specifically to perform common tasks. You can also use platform tools to automate your cadences when your use case doesn’t fit the options included with Sales Engagement. Flow Builder, Apex, and APIs give you maximum flexibility to meet your specific business process needs.
Bulk Record Actions and Cadences: In addition to using the automation tools available in Sales Engagement to help streamline cadence activity, reps can use list views and reports to apply cadence-related actions to large groups of records.
Build Cadences with Cadence Builder Classic: The original tool for building cadences, Cadence Builder Classic, lets you create sales programs with email, call, LinkedIn, custom, screen flow, and branch steps. Branch steps let you send targets through different steps depending on their response to a previous step.
Cadence Builder Classic Cadences: Managers can build sales best practices right into Salesforce, optimizing prospecting outcomes. Cadences guide new and veteran reps alike through the prospecting and opportunity nurturing processes—including when to email a prospect, when to call, when to wait, and more. Managers can specify call scripts and email templates for each step, and create branched cadences with different outreach depending on the results of sales calls or emails.
Add Prospects to a Cadence: Take prospective buyers through a scheduled sales outreach sequence by adding them to a cadence.
Adding Automation to Sales Engagement: Save time and improve consistency by adding automation to your Sales Engagement activities. Choose from a range of automation tools and templates that fit a variety of automation use cases, such as automated actions, cadence screen flows, and cadence autolaunched flows. You can also use platform automation tools such as Flow Builder, Apex, and APIs to automate how cadences work with leads, contacts, and person accounts.
Automatically Set a Lead’s Status When a Step Is Completed: Use an Apex trigger to subscribe to Change Data Capture events from cadences. Update a lead’s status to Contacted when a sales rep completes the First Touch step in the lead’s cadence.
Cadence Automation Tools: The automation tools and templates included in Sales Engagement provide effective ways to streamline your cadences. Learn more about your cadence automation options.
Assign Prospects to a Different Sales Rep: If you want to reassign in-progress cadence targets to a different rep, update the target assignee without removing the target from the cadence.
Add a Flow Automation to a Cadence Builder Classic Step: You can execute a flow each time a rep completes a cadence step by adding a flow to the cadence step in Cadence Builder Classic. For example, you can update a contact owner, lead path, or opportunity stage.
Use a Screen Flow as a Cadence Builder Classic Step: In Cadence Builder Classic, you can specify a screen flow as a cadence step. Use screen flow steps to let reps create a case, event, or task or to perform another action. The screen flow runs when the sales rep initiates the step for a target from their Work Queue or the Sales Engagement component on target records. Use the Cadence Step Flow process type to create screen flows for cadence steps, or use the included flow templates.
Deactivate a Sales Engagement Cadence: When you’re ready to update your sales outreach patterns, you can replace older cadences with new ones. Deactivating a cadence prevents further use, preserves cadence data, and avoids confusion with newer cadences. Existing targets in a deactivated cadence continue until completion.
Delete a Sales Engagement Cadence: When you’re finished using a cadence and its data, you can delete it. However, after you delete a cadence, you can’t report on it. To continue reporting on a cadence you don’t use, deactivate it rather than deleting it. Before deleting a cadence, you must remove all existing targets.
Sales Engagement Cadence Examples: Cadences make it easy to stay on schedule and ensure that prospects aren’t forgotten. Review examples of cadences for various types of customer outreach. Then modify them to fit your own business requirements.
Remove Prospects from a Sales Engagement Cadence: If you no longer want to target a prospect or you want to add them to a different cadence, remove them from their current cadence. You can remove one or all prospects from a cadence.
Use Cadences for a Commerce Reorder Portal: A Commerce reorder portal provides a streamlined way to sell to repeat customers. After you create the reorder portal, you can configure a cadence with a preconfigured screen flow so that your reps can start inviting their contacts to place self-service reorders. You can use a standard cadence or a quick cadence.
Cadence Target Dispositions: Cadences are a great tool for qualifying large numbers of leads and other prospects. Sales Engagement assigns a disposition to each prospect when they finish or exit a cadence. The disposition indicates how the target responded to the cadence, so you can see which targets to invest in further. You can view target dispositions in reports.
View Cadence Details: View cadence details on the record home page. View cadence steps in Cadence Builder.
Considerations for Storing Sales Engagement Data in Data 360: Store Sales Engagement data in Data 360 to retain a longer-term history of email activity and engagement data for reporting and cross-cloud use cases. For example, create reports on historical email opens or personalize marketing and sales campaigns based on engagement with sales emails.
Add the Work Queue Component to Email Integration Panes for Outlook and Gmail: Sales reps can access the Sales Engagement Work Queue directly from the integrations with Microsoft® Outlook® and Gmail™. Add the Work Queue component to its own tab in a new or existing email application pane. Then assign the pane to your Sales Engagement users.
Set Up Scheduled Email Management for Sales Engagement: As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at an optimal time. Set up the Scheduled Emails component so that reps can update the content of a scheduled email and change its scheduled date and time.
Prioritize Sales Outreach Based on Prospect Engagement: Find out immediately when cadence targets engage with emails. Engagement alerts for email opens, replies, bounces, and link clicks appear in the My Feed tab of the Work Queue. Alerts about record assignments are also included for Sales Engagement users.Engagement data also appears on target records and email messages.
Get Email Engagement Push Notifications: View recent email activity directly while browsing any web page. Click through to the relevant Salesforce record and respond to the engagement immediately—no matter which site you’re on. Notifications are available in the Google and Outlook extensions and in Salesforce.
Simplifying Outreach Tasks with Quick Cadences: With quick cadences, you can create personal communication templates to save time by easily adding your own outreach steps to your To Do List and Work Queue. Create quick cadences for calls, emails, LinkedIn InMail, and custom steps. Then assign leads, contacts, and person accounts to a quick cadence to take action later.
Create a Quick Cadence: Easily remind yourself to reach out to prospects in specific ways with quick cadences. Create a quick cadence to send an email with a specific template or to make a call with a call script. To add the task to your Work Queue and To Do List, assign the quick cadence to a lead, contact, or person account.
Analyze Sales Engagement Performance with Reports and Dashboards: Sales Engagement includes a set of standard reports and custom report types to show you the productivity and effectiveness of your cadences and reps. See even more detail with the Sales Engagement Performance Dashboards, powered by CRM Analytics.
Combined Buyer and Rep Reports for Sales Engagement: These standard reports measure cadence activity for each of your sales reps, leads, and contacts. These reports don’t contain information on engagement.
Build Your Own Custom Reports for Sales Engagement: In addition to standard Sales Engagement reports you can create custom report types to link cadence trackers with leads, contacts, accounts, and other objects. Cadence trackers represent the targets that you add to cadences.
Glossary of Sales Engagement Email Metrics Fields: Sales Engagement reports contain many fields that show email activity and recipient engagement. You can also use these fields when building your own reports.
CRM Analytics and Sales Engagement: CRM Analytics, formerly known as Tableau CRM, is a cloud-based platform for connecting data from multiple sources, creating interactive views of that data, and sharing those views in apps. Sales managers can use performance dashboards in CRM Analytics to quickly see customer engagement and how sales reps are doing. For example, managers can view how many cadences are in progress, with detailed call and email response statistics. And they can see how effectively sales reps work through their cadences.
Sales Engagement Reporting and Dashboards: Sales Engagement dashboards and reports provide insight into cadence adoption and usage, along with statistics about sales outcomes and ROI. They also offer details on cadence and email success and opportunities to enhance sales rep coaching.
Sales Engagement Sample Dashboard: The Sales Engagement Sample dashboard shows key metrics to sales managers, such as email and call volume, engagement, and pipeline generation, all in one place. Managers can drill into each dashboard component for details.
Standard Reports and Folders: The standard reports included in Sales Engagement reports give you information about your cadence activities. As your reps work through cadences, you can evaluate how your prospects become qualified leads and which cadence step is most effective. You can also see phone call and email statistics for your reps, which reps are converting the most prospects, and more.
Edit an Active Cadence: When you want to improve a cadence, you can update an active cadence without interrupting sales outreach. Add and remove steps, update step names and descriptions, email template and call script variants, cadence rules, and more.
Test Different Email Templates or Call Scripts on a Single Cadence Step: Use cadence steps to test different versions of an email template or a call script to see which is most effective with target prospects. The cadence sends each email or displays each call script according to the proportions that you choose when you build the cadence.
Start Selling Fast with Included Cadences: Sales managers and reps can start using cadences right away without building their own. Included cadences cover common sales scenarios and provide examples for sales managers to learn from and expand. Example call scripts and email templates for each cadence are also included.
Set Up Sales Engagement: To get started with Sales Engagement, review the setup considerations and features that are available to determine what is best for your business. Then turn on Sales Engagement, begin the configuration, and assign users for access to the Sales Engagement app.
Assign Permission Sets for Sales Engagement Users: Assign the permission sets for Sales Engagement. Also assign permission sets for optional features that are new to your Salesforce org, including Sales Dialer. You can also assign the permission set for full access to CRM Analytics dashboards.
Turn on Automated Actions: To let your sales team build their own processes to manage cadence targets they own with simple if-this-then-that logic, turn on Automated Actions
Add a Cadence for Your Sales Prospecting Bot: Create a cadence for your sales prospecting bot called Sales Bot Cadence. That way, you can guide sales reps that are assigned to bot-generated leads through a scheduled sequence of prospect outreach activities.
Get Started with the Sales Prospecting Bot: Create a fully featured bot with the Sales Prospecting Bot template. Ease the load on your sales reps with the bot’s prebuilt
Deploy Your Sales Prospecting Bot: Your sales prospecting bot can connect to many different endpoints, expanding the ways that you communicate with your customers. To get started, activate your sales prospecting bot and set up embedded chat.
Set Up Omni-Channel for Your Sales Prospecting Bot: Set up Omni-Channel so your sales prospecting bot can intercept leads and pass them to your sales reps in real time. That way, your reps can assist your leads more effectively and close sales faster
Create a Presence Configuration for Your Sales Prospecting Bot: Use a presence configuration to limit how much work a sales rep can take on. That way, incoming leads from your sales prospecting bot’s are evenly distributed to your reps. You can set up multiple configurations for different groups of reps.
Create a Presence Status for Your Sales Prospecting Bot: Presence statuses indicate if a sales rep is online and available to receive prospects. Create a presence status for your sales prospecting bot that includes your service channel. That way, reps that are assigned to this presence status can receive your bot’s incoming leads.
Set Up a Prospect Queue for Your Sales Prospecting Bot: Assign your sales prospecting bot’s incoming leads to sales reps automatically with a prospect queue. When a new Lead work item is assigned to the prospect queue, Omni-Channel attempts to route it to a sales rep using your routing configuration.
Sales Prospecting Bot Requirements: Before you get started with the Sales Prospecting Bot template, confirm that you meet these requirements.
Create a Routing Configuration for Your Sales Prospecting Bot: Routing configurations let you determine how work items are routed to your reps. Create a routing configuration for your sales prospecting bot that prioritizes the relative importance and size of leads That way, leads are handled accordingly, and work is evenly distributed to your sales reps.
Create a Service Channel for Your Sales Prospecting Bot: Set up a service channel for your sales prospecting bot that turns your incoming prospects into Lead work records. That way, Omni-Channel can route your bot’s leads to sales reps.
Configure Sales Engagement Features: Set up Sales Dialer and Einstein Lead Scoring if they’re new to your org. And make sure that you configure all other relevant features to get the most out of Sales Engagement.
Configure a Lead Scoring Solution: If you want help prioritizing your leads, set up Einstein Lead Scoring or a third-party scoring solution.
Set Up Einstein Conversation Insights for Sales Engagement: If you’re using Einstein Conversation Insights for the first time, enable Conversation Insights in Setup. Make sure that you set up relevant call insights after turning on the product.
Configure Data 360 Storage for Sales Email Engagement Data: Store sales email engagement data in Data 360 to trigger automated journeys, personalize content, and track consolidated email engagement activity alongside marketing activity history.
Set Up Sales Dialer for Sales Engagement: If you’re using Sales Dialer for the first time, enable Sales Dialer in Setup. Make sure that you add the Phone item to the utility bar for the Sales Engagement app.
Configure Einstein Activity Capture Settings: After you turn on Sales Engagement, you can configure your Einstein Activity Capture settings, such as controlling which activities are added to Salesforce records and how they’re shared.
Set Up Cadence Fields on Record Layouts: Add Cadence to one of the top Selected Fields to show users the related cadence on lead, contact, and person account records. Users can click the field to view the cadence record, where they can view all the steps in the cadence. And add Cadence Assignee to see which sales rep is working on the prospect.
Display Key Cadence Fields on List Views: Make sure that users can see the Cadence and Cadence Assignee fields in relevant list views. You can also create a list view that shows only records linked to a cadence.
Add Cadence Actions to Page Layouts: If your org has customized Salesforce Mobile and Lightning Experience Actions for lead, contact, or person account records, add cadence actions to those objects’ page layouts. Add the actions from the Object Manager.
Add the Automated Action Reminders Component to Record Pages: If you turned on Allow users to create automated actions in Automated Actions Setup, add the Automated Action Reminders component to relevant record pages with the Lightning App Builder. With the Automated Action Reminders component, users can see when an automated action has been triggered by a record they own, and choose whether to run the action.
Add the Sales Engagements Component to Record Pages: Add the Sales Engagements component to relevant record pages with the Lightning App Builder. With the Sales Engagements component, users can see which cadence a given prospect is in, their engagement activity, and also their progress within the cadence.
Customize the Work Queue: Select up to three fields to appear in the work queue so that your sales reps see the information at a glance.
Sales Engagement and Inbox Features: Inbox features are included, but some Einstein Activity Capture features aren’t available in Professional and Enterprise Editions. Users with Professional and Enterprise Editions have access to Einstein Activity Capture Standard.
Set Up an Optional Sales Prospecting Bot: Admins can enable an optional Einstein Bot for Sales Engagement. Build and manage a Sales Prospecting Bot to ease the load on your sales reps. Bots can handle information collection and answer frequently asked questions so sales reps can spend their time on more complex tasks.
Sell Faster with Sales Engagement: Understand how the Lightning Sales Console, Work Queue, Sales Dialer, Quick Cadences, Automated Actions, and other Sales Engagement features work together to help accelerate your sales.
Start Using the Sales Engagement App: With Sales Engagement set up, your sales managers and reps can start using the app by creating cadences and adding prospects to them.
Add Leads, Contacts, or Person Accounts to Your Work Queue with Cadences: Add prospects to cadences from list views, record detail pages, or reports. When you add prospects to a cadence, the emails, calls, and other tasks defined in the cadence appear in the Cadences tab of the target assignee's Work Queue. You can also add separate activities not directly related to a cadence. These tasks appear on the My List tab of the Work Queue.
Maintaining and Expanding In-App Guidance: Track in-app guidance usage and adoption with analytics tools. Reach more users by editing, cloning, localizing, and packaging prompts and walkthroughs.
Getting Started with In-App Guidance: To start creating prompts and walkthroughs, review some important considerations and helpful tips, assign required permissions, and explore related tools and resources.
Change the Default Time Delay for Showing In-App Guidance: By default, a 24-hour delay applies to all prompts and walkthroughs, including in-app guidance that Salesforce provides, so that a user sees only one prompt or walkthrough per day per app. To change the default time delay for showing a prompt or walkthrough again after a user dismissed it, specify a custom value from the In-App Guidance page in Setup.
Managing Settings That Apply to All In-App Guidance: From Setup, manage settings that apply to all prompts and walkthroughs, including content that your company manages and content that Salesforce provides. Manage the time delay between in-app guidance appearances, and control what types of in-app guidance are available.
Limitations for In-App Guidance in Experience Cloud Sites: If your company has purchased Enablement, purchased Enablement Partner Relationship Management (PRM), and created an Experience Cloud site built with Aura templates, you can create prompts and walkthroughs in a site. Some functionality that’s available for in-app guidance in Lightning Experience isn’t available for in-app guidance in Experience Cloud sites.
What Are Inbound Email Snapshots?: Inbound email snapshots capture a copy of inbound email messages, helping you diagnose issues with email services such as Email to Salesforce, Email-to-Case, and Apex email services.
Use Insert Availability to Optimize Meeting Scheduling: Finally got a response from that prospect you’ve been hunting down for weeks? To avoid back and forth emails when trying to schedule a meeting, use the insert availability feature. Don’t have time to email your availability? Give a teammate calendar access to schedule your meetings.
Legacy Salesforce Inbox: Legacy versions of the Salesforce Inbox Outlook add-in and Chrome extension are retired. Inbox features are now available in the Salesforce add-in available in Microsoft AppSource Store and the Chrome Web Store. An Inbox license unlocks the Inbox features that you use today.
Use Inbox Features: Increase productivity and work smarter and faster with Salesforce Inbox. See relevant Salesforce records along side your email and events, and relate email messages to Salesforce, keeping your teammates up-to-date with your communications. Access productivity features where ever you send email.
Inbox Clients: Each user needs an Inbox client to access Inbox features. To support common Microsoft® and Google™ email platforms for desktop, we offer several client options. Get the client that’s right for your environment.
Upgrade Microsoft Office 365 Authentication Method to Microsoft Graph in Inbox: Microsoft is retiring Exchange Web Services (EWS) in October 2026. Microsoft Graph API replaces EWS and is more advanced, secure, and scalable. Reauthenticate Inbox to use Microsoft Graph with Microsoft Office 365 by October 1, 2026 to continue working without sync disruption.
Set Up Inbox: To set up Salesforce Inbox enable the application for desktop, select who can use Inbox, and configure Inbox features.
Enable and Configure Inbox Features: Use the Salesforce Inbox page in Salesforce Setup as your guide to set up features such as email tracking.
Give Inbox Users Access to the Activities Dashboard: The Activities dashboard provides a summary of sales activities, including the ones added with Einstein Activity Capture. When you use Einstein Activity Capture along with Inbox, access to the Activities dashboard is available through the Einstein Analytics for Sales Cloud permission set. You can assign the permission set to up to five users. All other Inbox users have read-only access to the Activities dashboard.
Disable Email Tracking for Inbox Users: If your company prefers to not track when customers and internal users open email messages that are sent when using the Outlook and Gmail integrations, you can prevent all users from receiving tracking information.
Select Who Can Use Inbox Features: A standard permission set for Inbox is created for you when your org is set up. Make sure that all permissions that you need are enabled, and then assign the permission set to users.
Salesforce Inbox System Requirements: Before you set up your sales reps to use Inbox features, confirm that your email server, application, and accounts, meet the system requirements.
Verify Inbox Licenses: Access to Salesforce Inbox is available with an Inbox license and the assignment of an Inbox permission set. Inbox is also available with Sales Engagement and Sales Cloud Einstein and their associated permission sets. To verify your Inbox licenses, view how many licenses are assigned and which users have each permission set.
Scheduling and Invitations: Reps can invite people to meetings and see meeting responses in Lightning Experience, Salesforce Classic, and the Salesforce mobile app. Reps can also accept meeting invites and create a Microsoft® Outlook® appointment for an event in Salesforce Classic.
Lead Conversion Field Mapping: Learn how lead fields convert to contact, account, person account, and opportunity fields when you convert a lead.
Convert Qualified Leads: Keep the sales process moving when you qualify a lead and then convert it to a contact. Relate that contact to either an existing account in Salesforce, or an account that you create. And if the lead you’re converting results in a deal that looks promising, create an opportunity record at the same time.
Leads: Track prospects apart from your contacts and opportunities with Salesforce lead records. After you’ve qualified your lead records, convert them to contacts and create accounts for them (if you don’t already have the accounts in Salesforce). And hopefully, create opportunities to bolster your pipeline.
Considerations for Deleting Leads: Understand what happens to the records associated with the leads you delete individually or in bulk. Identify who can delete converted leads.
Lead Fields: Understand what each field in a lead represents. Depending on your page layout and field-level security settings, some fields aren’t visible or editable.
Lead Intelligence View: View lead activity and engagement metrics, see insights, take action, and update records all in one place in the Lead Intelligence View.
Generate Leads from LinkedIn Lead Gen Ads: Add another source of leads for your sales team by connecting LinkedIn Lead Gen advertisements to Salesforce. When prospective customers fill out a form on your LinkedIn ad, we convert the data directly to new leads in Salesforce.
Manage Leads: View, update, and convert leads as you build your pipeline.
Merge Duplicate Leads: Keep your records clean and free of duplicates so you can reach more customers and maintain better relationships with them.
Leads List View Home: Click the Leads tab to show the Leads List View or the Lead Intelligence View. Use the Leads List View to see a basic list of leads without advanced filtering or insights. For an enhanced view into leads, use the Lead Intelligence View.
Planning Your Leads Implementation: Before you set up lead management, answer these questions to make sure that you have the information that you need to set up and use leads.
Generate Leads with Buyer Assistant: Buyer Assistant bots include CRM-powered dialogs and automation flows that notify relevant team members when a customer is chatting, route leads to your sales team, and schedule customer meetings. After you create a buyer assistant, personalize the conversation experience and adjust the built-in flows to meet your business needs. To set up your buyer assistant quickly, use the guided onboarding experience.
Set Up Leads: Configure leads to make them work for your sales department.
Let Users View and Edit Converted Leads: Assign the View and Edit Converted Leads permission to the marketing and sales operations users who need to view and edit converted leads.
Legacy Sales Planning: Determine your company’s growth potential when you define a sales strategy that includes sales teams, targets, and assignments using a single source of truth.
Putting Your Sales Plan into Action: Publish plans from Legacy Sales Planning to Sales Territories or export them to CSV files for proprietary or third-party systems.
Export Sales Plans for Other Systems: Pack up your sales plans in CSV files directly in Legacy Sales Planning. Import that data into proprietary and third-party systems. Choose the hierarchy level that you export to CSV files, which can include assignments and allocations.
Keeping Sales Plans Running Smoothly: Maintain sales plans between regularly scheduled updates and compelling events. For example, reflect staffing changes and fine-tune assignments so that your sales plans perform the way you intend in Legacy Sales Planning.
Refresh Data Sources for Continual Sales Plan Optimization: Plan your sales strategy using the most recent Salesforce data for assignment objects in your sales plans. You specify which assignment objects’ data to refresh in Legacy Sales Planning.
Setting Up Sales Plans: Unify sales strategy, planning, performance, and management with Legacy Sales Planning. Manage sales planning efforts for a specific fiscal period. Create sales plans that are transparent and include accountability to ensure a clean rollout.
Allocating Metrics Across Your Sales Hierarchy: Allocate metrics that matter for your company’s fiscal periods in Legacy Sales Planning. For example, allocate metrics for quotas, budgets, headcount, and anything else that plays a role in your planning processes.
Show Specific Details when Allocating Metrics: Allocate metrics while accessing the most relevant details in your list views. Add columns that show specific fields based on your assignment objects in Legacy Sales Planning.
Allocate Metrics to Your Sales Hierarchy: Distribute allocations for quotas, budgets, headcount, and any other metrics that matter to your company by fiscal period in Legacy Sales Planning.
Assigning Records Within Your Sales Hierarchy: Increase the likelihood of your sales teams meeting and exceeding their targets using assignment methods and priorities for accounts, leads, opportunities, and other records. Assign records based on rules, boundaries, and manual methods in Legacy Sales Planning.
Assign Boundaries to Your Reps: Keep reps focused on the records that fall within the boundaries that they own. Assign boundaries such as countries, states, or postal codes to your reps in Legacy Sales Planning.
Show Specific Details when Assigning Records: Make informed decisions about assignments when you include the most relevant details in your list views. Add columns that show specific fields based on your assignment objects in Legacy Sales Planning.
Control Assignments Manually: Respect established relationships between reps and their customers, and account for special situations when you assign specific records with intention in Legacy Sales Planning.
Specify the Kinds of Records to Assign: Determine which records to assign throughout your hierarchy such as accounts, contacts, and leads in Legacy Sales Planning.
Create Rules for Record Assignments: Distribute records to reps based on their areas of responsibility, such as industry, locale, and number of employees. Assign records using rules and criteria that you define in Legacy Sales Planning.
Assign Groups of Records for Segmentation: Define an assignment strategy that groups records into right-sized business units in Legacy Sales Planning. For example, split records into groups of high-revenue accounts for your enterprise sales team and all others for your midmarket sales team.
Create a Sales Plan: Align sales goals with organizational growth with Legacy Sales Planning. Identify what’s planned and who’s contributing to the planning process.
Establish a Hierarchy for Your Sales Plan: Organize and coordinate your teams’ selling efforts when you specify your plan’s sales hierarchy in business units, sales roles, geographies, or other criteria in Legacy Sales Planning.
Preparing for Legacy Sales Planning: Get systems, processes, and people in place before you import data and create your plans in Legacy Sales Planning.
Turn On Data Pipelines and Set Up Data Templates: Give stakeholders who participate in the planning process authority to create and update key components of Legacy Sales Planning through Data Pipelines.
Install Legacy Sales Planning: Access the Sales Planning and Territory Planning managed packages and then install them before you grant your stakeholders permissions.
Designate an OAuth User: Assign yourself or a colleague as the OAuth user. Legacy Sales Planning processes data management and optimizations through the OAuth user. That way, nobody’s affected during intensive system processing.
Assign Licenses and Permissions for Legacy Sales Planning: Give teammates the authority to administer sales plans, manage sales plans, design territories, and edit or view specific areas so that they can participate in the end-to-end sales planning process.
Welcome to Legacy Sales Planning: Align sales teams with leadership targets with Legacy Sales Planning as your single source of truth. Give sales leaders and other stakeholders a workspace for creating, collaborating on, and activating sales plans that give your company a competitive advantage.
Gain Speed and Consistency with Email Templates: Whether it’s writing to prospects or customers, sales reps craft emails quicker with email templates. In Salesforce, reps can create email templates that address different business needs. When they’re ready to send an email, reps pull up the template in their email application pane, and tweak the content as needed. Using templates with integration to Microsoft® Outlook® and Gmail™ also ensures consistent messaging from your team to your customers.
Use Salesforce Classic Email Templates in Microsoft Outlook and Gmail: Save your reps time and maintain consistent messaging for customers. Email templates in Salesforce Classic are available to reps using the Outlook and Gmail integrations. Reps can further boost productivity by accessing shared Classic templates from their email application. To let your reps include Salesforce records in the email messages, add merge fields to the templates.
Use Lightning Email Templates in Microsoft Outlook and Gmail: Use Lightning email templates with the integration with Microsoft® Outlook® or Gmail™ to save time and maintain consistent messaging to all your customers. When you’re ready to send an email, you can access the templates while composing email messages. You can also create your own Lightning email template from email messages that you craft.
Event Attendee Sync: If you sync events with Lightning Sync, invited contacts, leads, and other Salesforce users sync to Microsoft® Exchange or Google calendars. Events sync for the organizer and attendees according to the sync direction that Salesforce admins have set for the organizer.
Events Automatically Related to Contacts or Leads: Lightning Sync can automatically relate Microsoft or Google events to relevant contacts or leads in Salesforce. Learn how that feature works, and how it interacts with other Salesforce options.
Event Field Sync in Lightning Sync: When you use Lightning Sync to sync events, fields from your Salesforce events are mapped to the same or similar fields in your external calendar. Learn which fields sync and how fields are mapped between applications by default. Plus, see which Microsoft® Exchange field mappings Salesforce admins can customize.
Event Sync: If you’re set up for Lightning Sync, learn how we match your Microsoft or Google events with relevant Salesforce events, leads, and contacts. You can also learn what we do when we can’t resolve a match, which events we sync, and how often.
Use the Outlook or Gmail Integration to Select Which Events Sync: Sales reps can select Outlook calendar or Google Calendar events that they want to sync with Salesforce. After Salesforce admins set up the feature, reps can select which Outlook or Google events sync by logging them to Salesforce using the Outlook or Gmail integration. Event updates sync depending on a user’s sync direction and where they make the update.
Event Series Sync: If you use Lightning Sync, your Salesforce admin can set up your event series to sync between Microsoft calendars and Lightning Experience or the Salesforce mobile app. Admins set up event series sync from your sync configuration in Setup.
Choose and Configure a Method for Connecting to Microsoft® Exchange: Salesforce admins and IT pros can choose whether to connect Microsoft Exchange to Salesforce using an Exchange service account, or OAuth 2.0, and then set up that connection. Connecting using OAuth 2.0 requires a Microsoft Office 365® account.
Connect Salesforce and Microsoft® Exchange Using OAuth 2.0: Give Salesforce access to Microsoft Exchange Online using OAuth 2.0. To complete setup, you need a Microsoft Office 365® account and help from your Office 365 global administrator to provide credentials for your company’s account.
Run the Lightning Sync Connection Test for Google Users: Run the Lightning Sync connection test to confirm whether you and your IT pros have set up Lightning Sync successfully. Or, run the connection test if Lightning Sync was syncing your reps’ items successfully, but suddenly stops.
See the Big Picture for Setting Up Lightning Sync for Google: Salesforce admins can set up Lightning Sync so reps can sync contacts and events between your company’s G Suite account and Salesforce. Salesforce admins and IT pros complete several steps, both from your company’s G Suite account and from Salesforce.
Prepare Your Google Account for Lightning Sync: The IT pro or Google administrator at your company can prepare your Google G Suite account to communicate with Salesforce. Google admins complete these steps by logging in to your company’s Google developer console, Google Cloud Platform, and the Google Admin console.
Prepare Salesforce for Lightning Sync: After an IT pro or Google administrator has prepared your G Suite account for Lightning Sync, complete the necessary steps to set up Salesforce, too. From Salesforce, first register the Google API site. Then, select settings to connect the applications using OAuth 2.0 for Google.
Tell Sales Reps How to Prevent Certain Google Calendar Events from Syncing to Salesforce: Tell your Lightning Sync users how to manage which of their calendar events sync with Salesforce. We recommend that sales reps prepare events that they don’t want to sync before you kick off the sync process. However, reps can manage which events sync at anytime.
Lightning Sync: Starting in Winter ’21, Lightning Sync isn’t available to new Salesforce orgs. Current users must migrate to Einstein Activity Capture before Lightning Sync retires in 2027. Also, if you use Lightning Sync with Microsoft Office 365 and Exchange Web Service (EWS), upgrade your authentication method to Microsoft Graph now to avoid service disruption. Microsoft announced that EWS is scheduled to retire in October 2026.
Lightning Sync Connection Security: Salesforce takes your data security seriously. Lightning Sync leverages standard Salesforce security measures when establishing a connection with your email service.
Connection for Google G Suite Users: The Google G Suite connection method is a combination of an OAuth 2.0 and a service account connection. This design is based on a method recommended by Google for connecting server to server.
OAuth 2.0 Connection for Microsoft Users: Connecting with OAuth 2.0 is available for Lightning Sync users working from Microsoft® Office 365®. To learn more, see the Lightning Sync system requirements.
Security Measures Specific to Your Connection Method: When you prepare your email service to connect with Salesforce, you create touchpoints in which the systems connect to sync data. Lightning Sync provides several methods for connecting systems. The security measures and other benefits that impact you depend on which connection method you select when you set up the product. See which connection methods are available to you based on the email service that you’re using. Then learn about the security measures that impact that connection method.
Service Account Connection for Microsoft Users: The service account connection method is available for Lightning Sync users working on Microsoft® Exchange 2019, 2016, and 2013 and on Microsoft Office 365® (Exchange Online). For Exchange Online customers, the service account connection method is no longer available starting October 1, 2022.
Lightning Sync Security: Lightning Sync is designed to sync contacts and events simply and securely between Salesforce and your Microsoft or Google email service. Learn about how that design impacts how data flow between systems and the configurations requirements you must meet to setup the product.
Lightning Sync Transactions: Review the transactions made by Lightning Sync in response to the work your users complete in Salesforce, and the order in which they occur.
Contact Field Sync: When you use Lightning Sync to sync contacts, fields from your Salesforce contacts are mapped to the same or similar fields in your external contacts list. Learn which fields sync and how fields are mapped between applications by default. Plus, see which Microsoft® Exchange field mappings Salesforce admins can customize.
Contact Sync Filters: Lightning Sync contact sync filters let Salesforce admins limit which Salesforce contacts sync to users’ Microsoft or Google applications. Learn about how sync filters work differently, depending on how they’re set.
Sync for Contacts Restored from the Recycle Bin: When you use Lightning Sync, contacts that are restored from the Recycle Bin automatically start syncing approximately 24 hours after restoration.
Contact Sync: If you’re set up for Lightning Sync, learn about how we match your Microsoft or Google contacts with Salesforce contacts and accounts. Also, learn what we do when we can’t resolve a match, and how often items sync between applications.
Person Account Sync: Learn how and when Lightning Sync syncs person account details between Google Contacts or Microsoft® contacts and Salesforce.
Upgrade Lightning Sync from Exchange Web Services to Microsoft Graph: Microsoft announced the retirement of Exchange Web Services (EWS) for Microsoft Office 365 starting October 2026. Lightning Sync configurations that use EWS won’t sync data after this retirement. To avoid service disruption, upgrade to the Microsoft Graph authentication method in Lightning Sync setup now.
Define Lightning Sync for Google Settings for Reps: After reps prepare their Google Calendar™ events to sync with Salesforce, admins can define sync settings for groups of reps in Lightning Sync configurations. This step kicks off the sync process for reps, and determines how their contacts and events sync between the two systems.
Lightning Sync User License Support: You can set up Lightning Sync for users who are assigned to Sales, Service, and some Lightning Platform licenses.
Manage Lightning Sync Users: After you’ve set up Lightning Sync, manage how your sales reps experience the feature and assist users in troubleshooting problems.
Working with Lightning Sync Migration Tool: The migration tool makes the move from Lightning Sync to Einstein Activity Capture easy for you and smooth for your sales teams. See what’s moved automatically, and what benefits your users can expect.
Start Your Migration to Einstein Activity Capture: Find the Lightning Sync migration tool in Salesforce, and start the migration process. Don’t worry, before we start moving your stuff, the tool summarizes the major steps and runs a readiness check. Then you decide when you’re ready to start the move.
Lightning Sync Migration Tool Requirements: To move from Lightning Sync to Einstein Activity Capture using the migration tool, you must meet these requirements. In some cases, if you don’t meet the requirements, you can’t see the migration tool in Setup.
Understand and Plan for Einstein Activity Capture User Permissions: To complete your migration to Einstein Activity Capture, your users must be assigned an Einstein Activity Capture user permission. Until you do, your users’ contacts and events continue syncing with Lightning Sync, and users don’t get access to Einstein Activity Capture features. See which licenses include the user permission, and what users get with the different types.
Access Migrated Configurations and Add Einstein Activity Capture Features: Now that your settings are moved, get familiar with the productivity-boosting features available to your users through Einstein Activity Capture and decide what you want to set up. Or you can adjust your previous sync settings.
Run the Migration Tool Readiness Check: After you kick off migration process, the Lightning Sync migration tool prompts you to run the readiness check. The readiness check ensures that any problematic configurations are addressed before you move your settings to Einstein Activity Capture. You can pause your migration to address potential issues before you proceed with the move.
Move Your Settings from Lightning Sync to Einstein Activity Capture: After you get a clean report from the migration readiness check, move your Lightning Sync settings to Einstein Activity Capture. Accept the terms of service agreement and start your move. If you need more time to prepare, you can pause your migration and return to this step later. If you connect to Salesforce using Google, before you start your move, work with your Google admin to give the service account access to your Google users’ data.
Get Acquainted with Einstein Activity Capture: Now that you’re set up for Einstein Activity Capture, you and your users can get acquainted with the product. See how it works and how you can troubleshoot issues. If you added Einstein Activity Capture features or settings to your users’ migrated sync configurations, introduce those changes to users and some other settings that are new to them. You can also remind users how to manage which contacts and events sync.
Turn Off Lightning Sync: After you migrate your Lightning Sync settings and assign users to Einstein Activity Capture, turn off Lightning Sync. Then, if you use Microsoft® Office 365 with Exchange Web Service, upgrade to Microsoft Graph as your connection method with Einstein Activity Capture.
Can My Company Make the Move Using the Lightning Sync Migration Tool?: Before you start the migration process, make sure that your company meets the requirements for using the migration tool. We also recommend that you familiarize yourself with the migration considerations, so that there are no surprises during your migration.
Benefits of Migrating to Einstein Activity Capture: Einstein Activity Capture is the long-term solution for syncing data between your Microsoft or Google account and Salesforce. In addition to contact and event syncing, Einstein Activity Capture offers email sync, more control over your data, and access to AI and agent powered features. Migrate now before Lightning Sync retires in 2027.
Manage Your Syncing Contacts: If you’re a Lightning Sync user, see how you can decide which contacts sync between your Microsoft or Google applications and Salesforce.
Manage Your Syncing Events: If you’re a Lightning Sync user, see how you can decide which events sync between your Microsoft or Google applications and Salesforce.
Report on List Emails: Use reports to see which list emails and senders are most engaging.
Generate a Single Mail Merge Document: With Extended Mail Merge, you can generate a single mail merge document that includes field data from your accounts, contacts, leads, cases, opportunities, and custom objects.
Extended Mail Merge: With Extended Mail Merge, you can merge data from your Salesforce accounts, contacts, leads, cases. opportunities, and custom objects into Microsoft Word documents. The documents can be made into form letters, envelopes, labels, or any Word document that you want to personalize for recipients. You can generate documents one at a time, or generate documents in bulk using mass mail merge.
Turn On Extended Mail Merge: The first step to setting up Extended Mail Merge is to turn on the feature. You can also decide how sales reps access their mail merged Microsoft Word documents.
Generate Multiple Mass Mail Merge Documents: With Extended Mail Merge, you can generate mail merge Microsoft® Word documents—such as form letters with matching envelopes and address labels—for multiple records at the same time.
Set Up Extended Mail Merge: To set up Extended Mail Merge for your sales reps, you must turn on the feature in Salesforce. Then you must create a mail merge template in Microsoft Word (or download our sample templates). Last, you must upload your template to Salesforce so that your reps can access it.
Generate Mail Merge Documents Using Extended Mail Merge: Use Extended Mail Merge to generate a mail merge document that includes field data from your accounts, contacts, leads, cases, opportunities, and custom objects. Or you can generate multiple documents at the same time.
Manage Duplicates Globally: Find duplicates across your org by running duplicate jobs. Use reports to share job results with others, and use duplicate record sets to merge the duplicates. Use information about completed jobs to track your progress in reducing duplicate records.
Manage Duplicates One at a Time: Give your sales team the tools they need for maintaining great relationships with customers, and keep your leads, accounts, and contacts clutter free. By activating duplicate rules and the Potential Duplicates component, you can control whether and when sales reps can create duplicate accounts, contacts, and leads. You can also give them permission to merge duplicate leads, business and person accounts, and contacts.
Manage Settings to Show Changed Deals: Help your sales team prioritize work by highlighting recent changes in deal size and close date. For example, calling out recent changes to deals can help sales managers with their weekly coaching sessions. This feature is turned on by default, but you can turn it off (and back on).
Manage Duplicate Records: Maintaining clean, accurate data is one of the most important things you can do to get the most out of Salesforce. It builds the trust of your sales team and helps you work toward complying with various data protection and privacy regulations. Salesforce gives you tools for managing duplicates one at a time and across your org, and to track your progress in eliminating duplicates.
Send Mass Email in Salesforce Classic: Send individual copies of an email a list of contacts, leads, or person accounts for small-scale sales or support. Mass email sends an individual email to each recipient instead of one email to the entire group. Use templates with merge fields to personalize each copy of the email. Mass email is intended to facilitate your business processes, not to replace your email application or handle mass-marketing campaigns.
Matching Rules: A matching rule defines how duplicate records are identified in duplicate rules and duplicate jobs. Salesforce provides standard matching rules for business and person accounts, contacts, and leads. You can also create custom matching rules.
Matching Criteria in Matching Rules: A matching rule applies criteria to determine how closely a field on a new or edited record matches the same field on an existing record. Standard matching rules include predefined criteria. When you create a custom matching rule, you define the criteria.
Matching Rule Examples: Review these examples to understand how records are compared and evaluated as duplicates.
How Match Keys Are Generated and Used in Matching Rules: When a matching rule runs, it applies one or more match key formulas before applying a comprehensive matching equation. Match keys help to increase the performance of duplicate rules through a preliminary comparison that narrows the matches to the 100 most likely duplicate records. Then the rule applies the matching equation only to those likely matches.
Matching Algorithms Used with Matching Methods: The matching method and its corresponding matching algorithms are part of the matching rule’s matching criteria. They help determine how a specific field in one record is compared to the same field in another record and whether the fields are considered matches.
Matching Methods Used in Matching Rules: The matching method determines how a specific field in a record is compared to the same field in another record. Each matching method is defined by normalization criteria, match key definitions, and matching algorithms.
Normalization Criteria for Match Keys: As part of the process of creating match key values, matching rule field values are normalized. How a field value is normalized depends on several factors, including the matching method for that field as specified in the matching rule. In addition, some commonly used fields are normalized to optimize duplicate detection.
Things to Know About Matching Rules: Find out how matching rules work, review what to know when you customize matching rules, and look at some examples to get started. Or go further: Do a deep-dive on matching criteria, methods, algorithms, match keys, and normalization criteria.
Standard Account Matching Rule: The standard account matching rule identifies duplicate accounts using match keys, a matching equation, and matching criteria. It’s activated by default.
Standard Contact Matching Rule and Standard Lead Matching Rule: The standard contact matching rule and standard lead matching rule identify duplicate contacts and leads using match keys, a matching equation, and matching criteria. They’re activated by default.
Standard Matching Rule for Leads on Accounts: The standard matching rule for leads on accounts is activated with the purchase of Account Engagement Advanced or Premium edition. The rule populates the content of the Matched Leads component using a matching equation and matching criteria. By reducing redundant data, the rule and the component help you work toward complying with data protection and privacy regulations.
Standard Person Account Matching Rule: The standard person account matching rule identifies duplicate person accounts using match keys, a matching equation, and matching criteria. To use the rule, first enable person accounts, and then activate rule in Setup.
Standard Matching Rules: You can use the provided standard matching rules with duplicate rules and duplicate jobs. You can’t edit these standard matching rules, but you can create custom matching rules.
Learn About the Application Tab Page in the Social Intelligence Module: To search, sort, and filter more social data, use the Social Intelligence Module's (SIM) standalone application tab page. You can get greater insight into trends and conversations highlighted by the Top Posts view. You can also use the page to identify leads and opportunities, find communities, and authors to follow and engage with.
Change Language Settings in the Social Intelligence Module: You can change the languages in the Social Intelligence Module (SIM) and customize it to derive category keywords in English, French, German, Italian, and Spanish. Any post that isn't classified in one of the supported languages, is categorized as Unknown. You can change the languages SIM supports.
Configure Top Posts View in Social Intelligence Module: As a user of the Social Intelligence Module (SIM), you can customize the Top Posts view to your needs. To tailor your social search to relevant information for the record, add and remove keywords in the configuration.
Configure the User Interface for the Social Intelligence Module: To use the Social Intelligence Module's (SIM) features, add the included SIM components to the individual record pages in your Salesforce interface. To view social data, you can also add SIM components to account, contact, or opportunity records. You must have the necessary permissions to configure the user interface.
Learn About Posts and Actions in the Social Intelligence Module: In the Social Intelligence Module (SIM), you can engage each post that appears in several ways. Engage the posts in the top posts view and the application tab page's post feed view. For example, you can expand the size of the post, create a task from the post, or share it on Chatter, among other actions.
View Related Social Content in the Social Intelligence Module: When using the Social Intelligence Module (SIM), you see a new related social content view on Lead record pages. The view appears when these records are created from social data. It shows the social post and author data used to create the record. You are always aware of the origin of records created from social data in SIM.
Set Up the Social Intelligence Module: If you’re a Salesforce org admin, use these topics to help you install the Social Intelligence Module (SIM). You must have a Salesforce account with Lightning Experience enabled. And you need the right permissions to install packages and configure org-wide settings. This document isn’t intended for Social Intelligence Module end users.
Social Actions on Posts in the Social Intelligence Module: After you register a Twitter account in Social Intelligence Module (SIM), you can do more with your Twitter posts. New social actions include following or unfollowing a Twitter author, liking a tweet, or replying to a tweet.
Learn About the Top Posts View in the Social Intelligence Module: The Top Posts view in the Social Intelligence Module (SIM) shows the most important Twitter data related to a record. It also shows the top 25 current social posts over the last 7 days and you can also engage with the posts.
How the Components in the Social Intelligence Module Work: After you install the Social Intelligence Module (SIM), the SIM adds new components to your Account, Opportunities, Leads, and Contacts pages in Sales. The new components are Top Posts View, Related Social Content, and Application Tab Page.
Learn More About Social Intelligence Module: The Social Intelligence Module (SIM) is a Salesforce package that runs inside Sales. SIM provides enhanced account-based listening and social selling strategies. With SIM, you can see information that is actionable and based on definable topics.
View Personal Twitter Feed in the Social Intelligence Module: When you register a Twitter account in the Social Intelligence Module (SIM), you can also view your personal Twitter feed from the Application Tab page or the Salesforce Home Tab.
Exclude Emails, Events, and Video Calls from Capture: Control what Momentum captures, syncs, and records. An exclusion applies to all Momentum configurations and users. Excluded data isn’t added to the activity timeline of related Salesforce records, and excluded events don’t sync between Salesforce and the connected calendar account. Adding exclusions doesn’t remove previously stored data. Exclusions only filter incoming data after you save an exclusion value to your settings. Users can add more addresses to their own excluded addresses lists in their personal settings.
Customize Video Call Recording Options: By default, Momentum uses your connected account’s video platform. Add Momentum Notetaker as a backup to record and transcribe the meeting. Customize Notetaker's appearance and create a custom consent message that attendees see when they join a recorded meeting. These settings apply to all Momentum configurations.
Momentum Conversation Capture and Intelligence: Momentum is the data foundation that powers Salesforce conversation intelligence. Connect your calendar, calls, and email to automatically capture every customer conversation in Salesforce with Momentum. Momentum turns the captured data into action, giving sales teams AI-powered next-best actions, deal risks, and coaching insights drawn from real conversations.
Requirements and Considerations for Momentum: Before setting up Momentum, confirm that your org has the required external accounts and Salesforce features, and check whether any incompatible features are enabled. Momentum requires Google Workspace™ or Microsoft 365™, Data 360, and Einstein Generative AI. Momentum isn’t compatible with Einstein Activity Capture or Einstein Conversation Insights.
Salesforce Meetings: Salesforce Meetings is a set of tools to enhance sales reps’ interactions with prospects and customers. Reps can ensure everyone is aligned before a meeting starts by seeing valuable meeting information with Meeting Digest.
Use Einstein Activity Capture with Salesforce Meetings: When you use Einstein Activity Capture to sync events from Microsoft or Google calendar applications to Salesforce, the Meeting Digest shows more details that help sales reps prepare for meetings. For example, on synced events, reps see job level and role information for attendees. Users with Automatic Contact Enhancement can see the available data for department group, seniority level, and buyer attributes for invited contacts. And insights about the event provide notifications and recommended actions about the meeting.
Prepare to Use Salesforce Meetings: Let sales reps get more out of their interactions with prospects and customers. Use Salesforce Meetings to give reps access to Meeting Digest, which provides an enhanced event layout.
Get Started with Salesforce Meetings: Get your sales teams started with Salesforce Meetings. We recommend using an activity sync solution such as Einstein Activity Capture.
Review the Sync Recommendations and Features for Salesforce Meetings: To use Salesforce Meetings, we recommend using an activity sync solution such as Einstein Activity Capture. The Salesforce Meetings features that are available to sales reps depend on which sync product is used.
Meeting Preparation and Follow-Up with Meeting Digest: Use the features in Meeting Digest, which is part of Salesforce Meetings, to prepare yourself and your teammates before a meeting or event. A little preparation helps to ensure that you’ve set the correct agenda and the right people are attending, which leads to more productive conversations.
Meeting Digest Troubleshooting: If you run into problems with Meeting Digest, such as not seeing the Meeting Digest tab or discovering that the meeting information is out of date, review our troubleshooting information.
Considerations for Using Merge Fields in Email Templates and Letterheads: A merge field is a placeholder used in an email, a letterhead, a mail merge template, a custom link, or a formula to incorporate values from a record. When you send the email, the placeholder is replaced with the data from the record or records of the people you’re emailing.
Considerations for Creating Extended Mail Merge Templates: When you use merge fields in mail merge templates, you can incorporate data from your records into the mail merge templates you create in Microsoft Word. It’s a good idea to understand how merge fields work so that you know what to expect in your merged documents.
Use Merge Fields in Email Templates and Letterheads: A merge field is a placeholder in an email template or letterhead. When you send the email, the placeholder is replaced with the Salesforce data from the record or records of the people you are emailing. When using merge fields, it’s a good idea to understand how they work and what to expect in your merged emails.
SMS Messaging for Sales: Salesforce SMS Messaging for Sales lets your reps communicate seamlessly with customers, track full message history, report on messaging activity, and gain insight into how SMS is working for your business.
SMS Messaging for Sales Overview: SMS Messaging for Sales incorporates SMS capabilities directly into Sales, making it easy to send text messages to customers and fostering more effective relationship building and prospecting. Building on Salesforce Digital Engagement and Omni Channel, it provides a seamless and efficient messaging experience, letting sales reps easily respond to and manage messages.
Create an SMS Channel for Each Rep in Digital Engagement: When you have set up Digital Engagement, you can create SMS channels for each sales rep who will be sending SMS messages. Each channel corresponds to an individual sales rep’s phone number.
Set Up Omni-Channel for SMS: SMS Messaging for Sales relies on Salesforce Omni Channel to route incoming messages to the right sales rep. Set up Omni Channel to route messages directly to and from reps.
Set Up SMS Messaging for Sales: SMS Messaging for Sales builds upon Salesforce Digital Engagement, Omni Channel and Salesforce Voice for Sales. If Sales Engagement is also enabled, your sales team can also use SMS messages in cadences.
Set up Salesforce Voice for Sales: To let each sales rep have their own phone number for both voice calls and SMS messages, set up Salesforce Voice for Sales. This step is optional when setting up SMS Messaging for Sales.
Enable SMS in the Activity Composer: To let sales reps start sending SMS messages, add the SMS button to the Activity Composer on record detail pages.
Send SMS Messages: To send SMS messages to customers and prospects, use the Activity Composer on lead, contact, and person account detail pages. If you use Sales Engagement cadences, you can complete SMS message steps from the To Do List or Work Queue.
View SMS Activity: SMS messaging sessions for a leads, contacts, and person accounts are visible in the Activity Timeline on record detail pages. Click a messaging activity in the timeline to view the conversation. The Conversation History page shows messages for all sessions with the customer.
Download Sample Mail Merge Templates for Extended Mail Merge: Download our sample Microsoft Word mail merge templates so that sales reps can use them for Extended Mail Merge. If you want, you can customize the templates in Word before you upload them.
Add Accessibility to an Image in a Unit: Alt text is text that a digital screen reader can recite aloud to tell visually impaired users what an image shows. Learners don’t see alt text in the content, but digital screen readers access it to read the description aloud.
Add a Custom Filter for Enablement Site Content: You can add custom filters for the Roles, Levels, and Products content categories that you apply to trails and modules. Making these changes can require different users to collaborate, such as an admins, content creators, and release managers.
Link to Your Enablement Site from App Launcher: If your enablement site’s authentication provider is Salesforce Identity for Enablement, you can give users easy access to your site by adding a link in App Launcher in Salesforce.
Add Items to a Release from Trailmaker Release: You can add one or more items to a release from Trailmaker Release. Manually add items one at a time, or upload a CSV file that includes the full list of changes to process in the release. You can include up to 1,000 items in a release.
Add Content to a Trailmix: For a trailmix that you create, you can add content from a content tile, summary page, or search results on your enablement site or Trailhead.
Add a Task or External Content to a Trailmix: In a trailmix, you can include content from outside of your enablement site and Trailhead. For example, you can include an activity that’s on the web, such as watching a video or reading an article. Or you can add a task for the user to complete, such as talking to a colleague.
API Names for Trails, Modules, and Units: Each content collection, release, trail, module, and unit on your enablement site has its own API name, which is a globally unique ID that references a content path in URLs.
Archive Content with Trailmaker Release: You can remove published content from your enablement site by archiving it, which hides the content from learners but doesn’t delete it. You can later restore archived content.
Assign Permissions for Enablement Site Users: All your users—release managers, content creators, and learners—need the appropriate user permissions to access the appropriate features and fulfill their roles. A Salesforce admin configures user permissions in Setup in Salesforce.
Backpacks for Trails and Modules: A backpack is a ZIP file that contains your content’s source files that you can download, back up, or upload. An individual backpack can be up to 50 MB. You can download a backpack for content that’s in your local Trailmaker Content workspace, or download a backpack for content published from Trailmaker Release.
View Learner Feedback for Your Published Modules: After a learner completes the units in one of your published modules, they can rate the module on a five-star scale. In Trailmaker Settings, you can view the aggregated ratings, which your content creators can use to inform the next steps in their learning and enablement strategy.
Create SSO Links to Enablement Site Content (Trailblazer.me): If your enablement site’s authentication provider is Trailblazer.me (TBID), by default your users must log in with their TBID credentials to access your site. You can give users one-click access to your site by creating links that incorporate single sign-on (SSO).
Change the Status of an Unpublished Release: The content collection page in Trailmaker Release lists the content collection’s unpublished releases, published releases, and published content. If a release hasn’t been published yet, you can change its status while your team gets ready.
Check Your Release’s Health: Trailmaker Release indicates whether a release is ready to publish or has issues that can prevent publishing.
Considerations for Connecting Your Enablement Site to an Experience Cloud Site: Before you enable Experience Cloud site members for your enablement site, review the impacts of some key decisions on your implementation. Evaluate how connecting your enablement site to an Experience Cloud site and how your authentication provider affect the user experience for Experience Cloud site members.
Compare an Enablement Site and Trailhead: Trailhead is a free, online learning platform that’s a fun, engaging way for anyone to learn new skills and earn career credentials. Trailhead consists of a library of content that Salesforce has produced, intended to help anyone learn in-demand technical, business, and soft skills. With an enablement site, your company can implement that same platform on a separate, branded subdomain, and then deliver original content that fulfills your company’s learning requirements.
Configure Your Enablement Site: Set up the enablement site for your company, including your subdomain, authentication provider, user permissions, and brand identity.
Configure Salesforce Identity for Enablement: To set up Salesforce Identity for Enablement for your enablement site, first create a connected app in Salesforce. The connected app handles data sharing between your enablement site and Salesforce using OpenID Connect and OAuth 2.0—protocols that authenticate users and authorize access to data in your org. Finally, enter your connected app details on your enablement site.
Considerations for Selecting an Authentication Provider: To help you determine which authentication provider is right for your company’s enablement site, review how each provider affects your learning and enablement strategy. We recommend that all new enablement sites choose Salesforce Identity for Enablement.
Examples of Content Collections: Each company’s learning experience is different and supports unique groups of learners and a broad range of training and enablement requirements. Content collections can be simple or complex, depending on the size and learning requirements of your company. To help you generate ideas for fulfilling your company’s specific content strategy, explore examples of suggested content collection scenarios.
Migrate Published Content to a Different Content Collection: You can move your company’s existing learning content from one content collection to another. For example, maybe your company previously published content under your enablement site’s single namespace before multiple content collections became available. And now, you want to move content to a content collection for a specific audience.
Export All Published and Archived Content from an Enablement Site: To back up all content that’s been published or archived on your enablement site, you can quickly download backpacks of all published and archived trails and modules. This option is also useful when you want to transfer your content to another system.
Create Content Quickly with Content Templates: Add learning content to your company’s enablement site without creating trails, modules, and units from scratch. To immediately add quality content to your enablement site, we recommend that you download Salesforce content templates (formerly content kits). Content templates provide finished modules on topics that are applicable to any company. For example, add content about sales and service strategies, inclusiveness and diversity, or collaboration in a virtual workplace.
Allow Learners to Access Enablement Site Content Collections: Ensure that learners can access only the trails and modules that are relevant to their disciplines or job requirements. Create content collections for your different audiences, and then use permission sets to enable access to specific content collections. Only learners with permission to access a particular content collection can view and complete the trails and modules included in the collection.
Considerations for Getting Started with Content Collections: Content collections provide flexibility for your company’s learning experience, but they also introduce complexity forenablement sites that have published content. If your company already has an enablement site, you can expand your learning experience by using content collections.
Enablement Site User Profile: When a user logs in to your enablement site for the first time, the authentication provider that you configured determines whether the user must create a profile to access your site.
Create a Trailmix: Contribute to the learning experience by creating a trailmix. Each enablement site user can create up to 1,000 trailmixes.
Enable Features for Different Publishing Roles: Ensure that your company’s content writers, publishers, and other stakeholders can access the features that are relevant to their specific roles. Create permission sets for the different publishing roles at your company, enable the permissions that correspond to the features they use, and assign the appropriate users.
Example Use Cases for Trailmixes: Create a trailmix when you want to design a learning journey specific to your company, your team, or your own interests. You can build a trailmix with content to tackle yourself or create one as a shared learning journey that others can follow. You can add content to the trailmix from your enablement site, Trailhead, or a combination of the two.
Create a Module in Trailmaker Content: A module can stand alone or be a part of a trail. When you’re ready to create a module and its units, move the final draft of your content from a word processor into Trailmaker Content.
Create Quizzes in Trailmaker Content: Each unit in a module ends with a quiz to gauge how well users absorbed the content. Taking the quiz is also how users earn points. You create each quiz from the unit page in Trailmaker Content.
Create a Release in Trailmaker Release: You can add modules and trails to an unpublished release even if you haven’t yet created the content in Trailmaker Content. You also can create the release and wait for writers to add their content to the release from Trailmaker Content.
Content Lifecycle for Your Enablement Site: Creating and publishing content for your enablement site involves multiple disciplines that collaborate to plan, write, style, store, and release the content.
Create and Share Custom Content Paths with Trailmixes: A trailmix is a customized learning journey that you can create for yourself or for others. You can use any enablement site or Trailhead content you like. You also can include custom steps, such as in-person activities, or links to videos and other online content.
Add Your Brand Color: When you choose your brand color, Trailmaker adjusts the color as necessary for accessibility and legibility. The page header text is white and gray. We recommend not using white, yellow, or another pale hue for your brand color. Select a darker color for text to make it more readable.
Customize the Links in Your Enablement Site Page Footer: You can display links that are relevant to your company and your users in the page footer on your enablement site. Include links to your company’s Experience Cloud site, privacy statement, terms of service—whatever you like. You can designate up to three custom links.
Customize the Logo or Today Page Banner: Style your company’s enablement site with a logo and banner image. The logo appears at the top of every page, while the banner appears across the top of the Today page.
Brand Your Enablement Site: When you configure your enablement site, you can apply your company’s visual identity, such as logo, primary color, and banner image. You can also customize the links that appear in the footer of each page. And you can designate the pages where your users land when they log out or click the Help icon. These customizations persist across your enablement site.
Customize the URLs for the Help and Logout Landing Pages: You can direct your enablement site users to your own help site, instead of Salesforce Help, when they click the help icon. And when your users log out of your enablement site, you can designate the page where they land.
Delete a Filter from Your Enablement Site: You can remove a filter in Trailmaker Settings. The filter is also deleted from the corresponding category picklist in Trailmaker Content. If you provided translations for the filter in other languages, those translations are also deleted.
Delete a Filter That’s Associated with Content in an Unpublished Release: If you have an unpublished release with content that still uses a filter that you want to delete, Trailmaker prevents you from deleting the filter from Trailmaker Settings. After you delete all unpublished releases from all content collections, you can then delete the filter. Coordinating this action can require collaborating with admins, writers, release managers, and others.
Delete a Filter That’s Associated with Published Content: When a filter is associated with published content, you must delete the filter from the published content before you can delete it from Trailmaker. In this case, deleting the filter requires changes in Trailmaker Content, Trailmaker Release, and Trailmaker Settings. Coordinating this change can require collaboration among admins, writers, release managers, and others.
Delete a Filter from Trailmaker Settings: When a filter is listed on the Filters page in Trailmaker Settings but isn’t associated with content, you can delete it from Trailmaker Settings. When you remove the filter, you also delete all its translations, and the filter is deleted from the corresponding category list in Trailmaker Content. A filter that’s listed in Trailmaker but isn’t associated with published content isn’t visible to your enablement site users.
Delete Trailmix Content: You can delete content from a trailmix that you created. You can also delete a trailmix that you created.
Download a Backpack from Trailmaker Content: You can download the backpack ZIP file for a module or trail that’s in your Trailmaker Content workspace. Then, you can submit the backpack to your company’s version control system (VCS) so that other users can import the backpack into their own local Trailmaker Content workspace.
Edit a Trailmix: You can edit a trailmix that you created—you can add content, delete content, and rearrange the content within the trailmix. You also can delete a trailmix that you created. You can’t modify trailmixes created by other people.
How Learners Experience a Trailmix: A learner can use the Trailmixes index page on your enablement site to view trailmixes that they’ve created or that a manager has assigned to them from the Trail Tracker app. A learner can also search for trailmixes, follow a trailmix, and share a trailmix.
Find Content on an Enablement Site: Learners can quickly find or search for content, including in-progress content, assigned content, or content marked as favorite.
Format Content in Trailmaker Content: As you work in Trailmaker Content, use the formatting toolbar to style the content of your units. Trailmaker saves your changes to the cloud every few seconds.
Give Content Files to a Localization Team or Vendor: To add localized content, send the backpack to your localization team or vendor. The backpack is a ZIP file, downloaded from Trailmaker, that contains the module or trail’s source files. You can send the backpack ZIP file or give the vendor access to your version control system (VCS) to download the backpack. After the vendor translates your content, the vendor can upload the backpack—updated with the localized files—to your VCS. Then, you can publish the localized content.
Considerations for Managing Releases: A release specifies the list of the modules and trails that you want to publish together at the same time. You can publish a module or trail only if it’s added to a release. Before you start lining up your planned releases, review some important guidelines about how releases work in Trailmaker.
Differences Between Trailmixes and Trails: A trailmix and trail offer similar experiences for learners in that both content types organize content in a linear journey for learners to progress through. But there are some important differences in how these content types are created and used.
Request to Switch Your Authentication Provider: If you selected Trailblazer.me (TBID) for your enablement site’s authentication provider, you can submit a Salesforce Customer Support case to request to switch to Salesforce Identity for Enablement. If you already selected Salesforce Identity for Enablement for your enablement site’s authentication provider, you can’t request to switch it to TBID.
Insert Images and Videos in a Unit: When you paste content into Trailmaker Content from your draft, Trailmaker also copies images included in the draft. You can also manually insert images or modify image properties in Trailmaker Content. For a video, you can only insert a link to the video’s embed URL from an external content delivery network.
Show Enablement Site Content in Salesforce with Guidance Center and Learning Home: In Lightning Experience, Learning Paths in the Guidance Center panel and Learning Home enable users to find and complete content that’s personalized to their role and activity. This content is available directly in Salesforce, which helps users learn in the flow of work and boosts Salesforce adoption and productivity. Admins can assign modules published on your enablement site to users, and then users can find and complete assigned content directly in Salesforce.
Track and Assign Enablement Site Content with the Trail Tracker App: Trail Tracker is a free app for assigning and reporting on content for your learners. The app, which is a managed package and not part of your enablement site, adds capabilities for assigning trailmixes, setting deadlines, tracking completion progress, and customizing assignment notifications. The app also provides reports and dashboards to help you get started.
Enablement Sites (myTrailhead): Deliver your company’s unique enablement content through a branded experience powered by the Trailhead online learning platform.
Considerations for Languages on Your Enablement Site: The default language for any enablement site is English, but other languages are supported. A user can select a different language, but the extent to which content is available for any language depends on whether you’ve localized and published content for that language.
Surface Enablement Content in the Flow of Work: Make sure that your learners can easily access your published content and start earning points and badges. You can add links to your enablement site in Salesforce, show content in the Guidance Center panel and Learning Home, and share content in Slack.
Translate Enablement Site Content to Other Languages: Learners can select a different language for viewing your enablement site. To provide localized versions of your learning content for supported languages, work with a localization team or vendor.
Evaluate and Maintain Enablement Content: Keep your company’s enablement experience fresh, up to date, and purposeful. Evaluate how well your published content performs, and then update, add, or delete content as your learning and enablement strategy matures. You can also transfer your content to another system by quickly exporting all content that’s been published or archived on your enablement site.
Maintain Content with Trailmaker Content: Use Trailmaker Content to keep your content current. For example, you can edit existing content to correct errors or update work processes. You also can add a unit to an existing module or add a module to an existing trail.
Manage Filters for Enablement Site Content: Filters help learners find relevant content on your enablement site. Users can apply filters to refine search results or narrow down the visible content on the Modules and Trails index pages. And, Trail Tracker users can create reports based on filters, such as a report that shows all content labeled with a particular filter.
Metadata for Trails, Modules, and Units: When you create trails, modules, and units, you also create metadata about your content, such as the title, description, and target audience. Learners can filter the content on your enablement site based on the metadata values you assign.
Enable External Learners for Your Enablement Site: Enable learners from outside your company as users for your enablement site by linking an Experience Cloud site. For example, guide partners to content that teaches them how to manage leads and opportunities. Or, guide customers to content that teaches them how to use your products.
Limits for Enablement Site Data: We restrict the size of certain data in your enablement site, such as an image file or the scope of trailmixes. As you add learning content to your enablement site, consider these limits to help you deliver a successful learning experience.
User Roles for an Enablement Site: Users in different roles engage with your enablement site throughout the content lifecycle. Depending on your company’s size and available talent, users can perform more than one role.
Supported Browsers and Apps for Enablement Sites: To help ensure that your company’s enablement experience is successful, learn about the different options for accessing content in the flow of work.
Navigate Your Enablement Site: Understand what learners experience when they log in to your enablement site and explore your trails, modules, and trailmixes.
Enablement Site Permissions List: You can enable these system permissions on a permission set that uses the Sales Enablement (myTrailhead) permission set license.
Preview a Release in Trailmaker Release: Your content stakeholders can preview all the new or changed trails and modules that you plan to publish in a release. The full release preview shows new or changed content in the context of all published content in your company’s enablement site. Only users with the appropriate permission can access the full release preview.
Publish Content with Trailmaker Release: After you test, proofread, and validate your content, you can publish the release's new or changed content to your enablement site.
Preview and Publish Localized Content: After you receive the localized backpack and confirm that the appropriate updates are complete, set up a release and preview the translated content. Then, publish the release.
Enablement Sites Rollout Guide: Get started with enablement sites (formerly myTrailhead) and deliver your company’s unique learning content through a branded experience powered by the Trailhead online learning platform.
Terminology Changes from myTrailhead to Enablement Sites: Since February 2022, parts of the enablement site workflow have had a few label changes. We've updated terminology in some parts of the user experience and help documentation.
Authentication Providers for Your Enablement Site: After you set up your enablement site's subdomain, select an authentication provider, which determines how all your users—learners, content creators, and release managers—log in to your site. You can select either Salesforce Identity for Enablement, which we recommend, or Trailblazer.me (TBID). The authentication provider that you select determines the login and navigation experience for all of your users.
Set Up Your Enablement Site's Subdomain and First Content Collection: Your subdomain is used in the URL where learners access your published trails and modules and where your authorized users log in to the Trailmaker apps. A subdomain name is an extension of your company’s brand. When you create your subdomain, you also create your company’s first content collection—a batch of content that you want to make available to certain learners. Later, you can create more content collections in Salesforce.
Make a Trailmix Public or Private: When a user creates a trailmix, it’s private by default, and only the user that created the trailmix can see it. The user can make a trailmix public and share it with other learners on the enablement site, or make a trailmix that they previously shared private again.
Troubleshoot Login Issues with Salesforce Identity for Enablement: If you configure your enablement site to use Salesforce Identity for Enablement authentication, users can sometimes encounter issues when they try to log in. Help resolve any issues your users encounter when they visit your site’s login URL and enter the credentials.
Find and Share Enablement Site Content in Slack: Learners can install the Trailhead Slack app and connect their enablement site account. From the app, learners can search, favorite, and share enablement site content, and view a summary of their in-progress learning.
Insert a Survey in a Unit on Your Enablement Site: Complement the general feedback you gather from badge ratings with specific, actionable feedback from learners who complete your enablement content. In a unit, you can insert a survey from an external hosting platform that allows you to embed the survey in another web page. For example, use platforms such as Salesforce Feedback Management, SurveyMonkey™, or GetFeedback. Including a survey directly in your content allows your company to encourage survey completion, avoid sending the survey in a separate communication, and scale your change management.
Preview a Module in Trailmaker Content: Preview a module and units that you’re working on in your local Trailmaker Content workspace, and share the preview with collaborators. This preview provides an opportunity for content creators and collaborators to review formatted content before it’s added to a release. The preview is read-only, limited to one module, and isn’t available for a trail.
Considerations for Managing Content in Trailmaker Content: In Trailmaker Content, your workspace is where you set up new trails or modules based on drafts that you already created and finalized in another collaboration tool. You can also import backpacks for trails and modules that other content creators have created.
Download a Backpack from Trailmaker Release: From Trailmaker Release, you can download the backpack ZIP file for a module or trail published in your company’s enablement site. With this backpack, your content creators can easily access the latest released version of content the next time they want to update it.
Access Enablement Site Content on Mobile Devices: Learners can access enablement site content from anywhere using the Trailhead GO app on their iOS, iPadOS®, or Android™ device. Learners can earn badges and points in the app.
Authenticate Users to an Enablement Site on Mobile Devices (Salesforce Identity for Enablement): If your enablement site uses Salesforce Identity for Enablement authentication, users can access content in the Trailhead GO mobile app only by following a correctly formatted login URL. Create a link in the required format, test the link to verify that it works correctly, and share it with your users.
Access the Trailmaker Apps: Users with permission to access Trailmaker Content, Trailmaker Release, or Trailmaker Settings can access the apps through the enablement site user menu.
Import a Backpack into Trailmaker Content: You can add learning content into your workspace from a backpack ZIP file that you saved or downloaded. This workflow is helpful when you want to collaborate on content that other content creators started in their own workspace. Or, follow these steps when you want to update published content or restore archived content. You can also import a content template that you downloaded.
Example Use Cases for an Enablement Site: Adding an enablement site to your company’s resources can help support both internal and external users, whose success is critical for achieving your business goals.
Create Content with the Trailmaker Content App: After writers finalize your company’s learning content, move your draft to Trailmaker Content. Create metadata for the trails, modules, and units that you want to publish, and format your unit content. You also use Trailmaker Content to maintain published content.
Manage Releases with the Trailmaker Release App: Prepare, preview, and publish new or changed content for your enablement site with the Trailmaker Release app. You can also update, archive, and restore content.
Enablement Site User Menu Items: The menu that appears when a user clicks their avatar contains items for navigating different parts of your enablement site.
Plan Your Enablement Site Solution: Excited to start delivering exceptional content to help employees and partners grow their expertise with your company's processes, policies, or requirements? Learn more about how an enablement site can help.
Troubleshoot Localized Content That Appears in the Wrong Language: Did you localize enablement site content for a particular language and a user selected that language, but the content still appears in the source language? Most likely, the number of units in a module differs between the source and localized files. When content isn’t available for a selected language, an enablement site falls back to the source language. To resolve this issue, work with your localization team or vendor to correct the number of units in a module in the localized files.
New Order Save Behavior: New Order Save Behavior allows Salesforce to run custom application logic whenever an order product update causes a change to the parent order. You can activate New Order Save Behavior in Salesforce settings.
Notes: Stay organized and on top of all your deals by adding notes to accounts, contacts, leads, opportunities, and more. With Notes, Salesforce’s enhanced note-taking tool, you can use rich text, lists, and images in your notes; relate notes to multiple records; and create notes in Lightning Experience.
Set Up Notes: Set up Notes to enhance your team’s productivity. Provide users with access to notes on a record page, utility bar, navigation bar, or in the Salesforce mobile app. When you configure Notes, users can add more detail by using rich text, lists, and images in their notes. They can also link notes to specific records for better organization and share them with colleagues to improve collaboration.
Considerations for Setting Up and Using Notes: Before setting up Notes, review considerations such as requirements to add the Notes related list to page layouts and information about Notes in the Salesforce mobile app.
Guidelines for Working with Notes: Review guidelines for creating and managing notes, including note ownership and where to manage and delete your notes.
Protect Sensitive Data with Private Notes: You rely on notes to streamline your workflow and increase productivity. With private notes, you can record sensitive information while keeping the note in context. You can also selectively share private notes.
Share Notes: Share your notes in Lightning Experience or Salesforce Classic to boost teamwork and keep everyone informed. When you share a note, you control whether others can share or unshare it. Recipients receive an email with a link to the shared note and a message from you. Simultaneous editing of notes isn’t supported to prevent people from overwriting each other’s changes.
Considerations for Cloning Opportunities: Review considerations for cloning an opportunity with or without its related contact roles, products, and product (line item) schedules.
Opportunity Fields: The fields for opportunities contain a range of information to help you track your pending and potential sales. Depending on your page layout and field-level security settings, some fields aren’t visible or editable.
Opportunity History: Two related lists show changes to the fields on an opportunity record: One tracks field history, and the other tracks changes to the opportunity stage.
Move an Opportunity to the Next Stage: Update your deal as it moves closer to closing. Accurate stage information is important for forecasting, reporting, and ultimately meeting your quota.
Things to Know About Sharing Opportunities: Review considerations for sharing opportunities. By sharing your opportunities, you can give visibility into your pipeline to others who can provide important information to help you close deals.
Guidelines for Finding Similar Opportunities: Close your deals faster by taking advantage of the rich information contained in successfully closed deals that are similar to yours. Here are some guidelines to help you find the opportunities that help you close your deals.
Administer Opportunity Splits and Opportunity Product Splits: Make it easy for your sales reps to collaborate and share opportunity revenue by enabling opportunity splits and opportunity product splits and customizing them for your business processes.
Collaborate on Deals with Opportunity Teams: When you collaborate on deals with colleagues, use opportunity teams to track progress and improve success. Roles on a team can include an executive sponsor, a dedicated support agent, and a project manager, for example. Team members can be internal users or partner users. If your Salesforce admin has enabled opportunity splits, you can split credit for opportunities or opportunity products among members of an opportunity team.
Administer Opportunity Teams: Help your sales teams collaborate and win more deals by enabling opportunity teams and customizing the team layout.
Opportunities: Track and manage your potential deals and any deals that are in progress with Salesforce opportunities. Opportunity records contain the details about all your deals, including which accounts they’re related to, who the key players are, and the amount of potential revenue. If your Salesforce admin has set up leads, an opportunity is created when a lead is converted. Opportunities can also be created directly for the accounts that you’re working.
Opportunity Product Fields: The fields for opportunity products contain information to help you track what’s selling. Depending on your page layout and field-level security settings, some fields aren’t visible or editable.
Order Fields: Your page layout and field-level security settings determine which fields are visible and editable.
Order History: Track changes to an order, such as when the status is modified, on its detail page by using the Order History related list.
Manage Your Orders: Share orders, add products to orders, and reduce orders as needed.
Orders: Use orders to track your customers’ requests for products and services.
Reduce Orders: If your company accepts returns or reductions on activated orders, you can reduce the relevant orders to reflect those exchanges of goods and services.
Share Orders: Your Salesforce admin defines your company’s default sharing model. You can change this model to extend sharing to more users than the default allows. You can’t change the sharing model to make it more restrictive than the default.
Order Product Fields: Your page layout and field-level security settings determine which fields are visible and editable.
Order Products: An order product is a product or service that’s provided to a customer according to an associated order.
Add Products to a Reduction Order: After creating a reduction order, indicate which products need to be reduced and the quantities to reduce those products.
Reduction Orders: Use reduction orders to track requests to reduce, return, deactivate, or disable a customer’s products or services.
Organization-Wide Email Addresses: To enable users to send emails on behalf of a team or department, instead of using their individual email addresses, set up an organization-wide email address. Specify which user profiles or permission sets can use each address, and select one organization-wide address as your no-reply email address. With the required permissions, both users and system-generated emails can use an organization-wide address to send email from Salesforce.
Change Your Salesforce for Outlook (Retiring) Sync Folders: If you want to sync contacts, events, and tasks between Microsoft® Outlook® and Salesforce, you can set up Salesforce for Outlook to sync items in the Outlook folders of your choice.
Define Conflict Behavior for Salesforce for Outlook (Retiring): Conflict behavior settings determine what happens when Salesforce for Outlook encounters a conflict when syncing data both ways. A conflict occurs when the same record is updated in both Salesforce and Outlook or when a record is updated on one side and deleted on the other.
Create Salesforce for Outlook (Retiring) Configurations: Before reps can start using Salesforce for Outlook, you define their experience by creating Outlook configurations. Outlook configurations define Salesforce for Outlook settings for reps, like which features reps have access to, and how reps’ records sync between Outlook and Salesforce. If you want to define unique settings for a subset of your sales team, create multiple Outlook configurations, and assign reps accordingly.
Define Data Settings for Salesforce for Outlook (Retiring): Data settings control the sync behavior and email functionality of Salesforce for Outlook. You can define these settings using the Data Settings fields in a Salesforce for Outlook configuration.
Let Users Modify Salesforce for Outlook (Retiring) Settings: Let users modify their own Salesforce for Outlook settings by editing users’ Outlook configurations in Setup. After you do, users can modify their settings from their Personal Settings in Salesforce.
Salesforce for Outlook (Retiring) Contact Filters: Contact filters control the number of records that Salesforce for Outlook users can sync between Outlook and Salesforce. Review these tips when using contact filters.
Assign Users’ Sync Folders in Microsoft® Outlook®: You can assign your Salesforce for Outlook users’ contact, event, and task sync folders in Outlook to simplify their setup process and keep sync folders consistent across your company. You can specify Outlook sync folders from Salesforce Outlook configurations.
Check the Size of Salesforce for Outlook (Retiring) Datasets: You can use the Get Record Count button to check how many records sync for a sample Salesforce for Outlook user based on the configuration's filters. If the numbers are too high or low, you can adjust the filters and check the size again. The maximum record count is 5000 per object.
Set Up Create Case for Salesforce for Outlook (Retiring) Users: The Create Case feature in Salesforce for Outlook lets users create cases in Salesforce from emails in Microsoft® Outlook®. As an administrator, you can create Email-to-Case destinations that appear in the dropdown list button Create Cases in Outlook. For each destination, you choose the assignee, which can be either individual users or queues. You can add up to 10 destinations for each Outlook configuration. When users create cases, they can add up to 10 emails simultaneously for each destination.
Create Cases from the Outlook Ribbon with Salesforce for Outlook (Retiring): If you track cases in Salesforce, you can create ones from your Microsoft® Outlook® emails. Your administrator needs to first create Email-to-Case destinations that appear in the dropdown list button Create Cases in Outlook. For each destination, you can choose the assignee, which can be either individual users or queues. When you create cases, you can add up to ten emails simultaneously for each destination.
Delete Items Syncing with Salesforce for Outlook (Retiring): Remove an item syncing with Salesforce for Outlook from both Salesforce and Outlook by deleting the item in one system only. Take care to give special treatment to recurring tasks and recently-updated items you want to delete.
View Salesforce for Outlook (Retiring) Errors: Whenever Salesforce for Outlook has problems syncing your data, the system tray icon changes to an error icon, and the status text at the top of the system tray shortcut menu displays the number of errors.
View the Salesforce for Outlook (Retiring) Sync Log: The sync log records troubleshooting information for Salesforce for Outlook, including the number of records that had errors and the number of records that were created, updated, or deleted during sync.
Sample Lightning Sync and Salesforce for Outlook (Retiring) Datasets: Because users with the same role usually have similar data sync requirements, many administrators create sync configurations based on the positions in their organization. The following sample datasets are for common Salesforce groups. Your Salesforce for Outlook and Lightning Sync users have unique needs, but you can use these examples as a reference to help you get started creating Outlook configurations (for Salesforce for Outlook users) and Lightning Sync configurations (for Lightning Sync users).
Salesforce for Outlook (Retiring): Sync contacts, events, and tasks between your desktop-based version of Outlook and Salesforce. Select an email in Outlook to see related Salesforce records, like leads, contacts, tasks, and opportunities. And relate that email to the Salesforce records of your choice.
Learn about the Next-Generation Microsoft Integration Products: Get ready to move your sales reps to our cloud-based products: the Outlook integration and Einstein Activity Capture. What’s the benefit of cloud-based products? You avoid the complicated, manual software upgrades that come with Salesforce for Outlook, which is retiring. That’s because sales reps and Salesforce admins automatically get the latest product updates with each Salesforce release. Plus, they get the latest and greatest of our Microsoft integration features.
Explore Our Latest Microsoft Integration Products: As you start your plan to replace Salesforce for Outlook, which is retiring, consider our next generation of Microsoft integration products: the Outlook Integration and Einstein Activity Capture. For now, start getting acquainted with the next-generation products and the similarities and differences with Salesforce for Outlook. Consider whether you think your reps need features offered by both the Outlook Integration and Einstein Activity Capture, or just one of these products. In other topics, we help you sort through other considerations to decide whether the next-generation products are right for your company. For some customers, a third-party alternative from AppExchange is the best option.
Salesforce for Outlook Is Retiring: Salesforce for Outlook has been helping reps stay productive for a long time. Learn about retirement details and your options for integrating Microsoft Outlook with Salesforce after retirement.
Itemize the Rollout Considerations and Guidelines That Impact You: To prevent surprises during your rollout, we prepared a list of considerations and guidelines specifically for Salesforce for Outlook users. Follow these steps to itemize which considerations and guidelines impact you.
Itemize Replacement Features That You Want to Roll Out: To assist you throughout your rollout, start comparing the list of features you were using to the list of next-generation features available to you. Then, assess the differences.
Prepare for the Move From Salesforce to Outlook to a Replacement Product: As you prepare for feature retirement of Salesforce for Outlook, you can start preparing for your move to a replacement product. First we introduce you to the next-generation products offered by Salesforce, including a high-level comparison with Salesforce for Outlook. Then we help you sort through other considerations to decide which products are right for your company.
Start Your Migration and Test Plan: A successful product rollout starts with a solid plan. To avoid issues like duplicated data or missing records for sync, follow these guidelines for planning your Salesforce for Outlook migration.
Verify That the Next-Generation Products Meet Your Security Requirements: Salesforce takes your data security seriously. Our Microsoft Integration products apply stringent Salesforce security measures when establishing a connection with your email service. But for companies in highly regulated industries, your Exchange or IT admins can require an extra security review.
Verify That You Meet the Next-Generation Product Requirements: After considering Outlook Integration and Einstein Activity Capture features to replace Salesforce for Outlook, which is retiring, verify that you meet product requirements. Review requirements for your reps’ computing environments and your Salesforce editions and licenses. Meet with your Microsoft Exchange or IT admin and the person at your company who manages your Salesforce account, if that’s not you.
Things to Know Before Rolling Out Einstein Activity Capture: Unlike Salesforce for Outlook, Einstein Activity Capture offers email, event, and contact capture functionality as well as contact and event sync. Before you roll out the product to your users, learn about the differences between the two, and be aware of the considerations for capture.
Learn About Preparing Repeating Events for Migration: When you migrate, sales reps experience sync issues with their repeating events. Determine which reps are affected, how they’re affected, and get guidelines to follow so you and your reps can navigate these issues.
Things to Know Before Replacing Your Event Sync Product: Before you move from Salesforce for Outlook to Einstein Activity Capture, review these event sync considerations and add suggested guidelines to your migration plan.
Manage Your Repeating Events for Migration: To avoid sync issues with repeating events when you migrate to Einstein Activity Capture, connect with your Salesforce admin about how you’re impacted. Then, follow the steps recommended for your sync direction.
Learn About More User Training for Migration: Before you move from Salesforce for Outlook to Einstein Activity Capture, review these training guidelines for Einstein Activity Capture users to follow.
General Things to Know Before Replacing Your Sync Product: If you’re replacing Salesforce for Outlook sync with our next-generation products, you’re setting up Einstein Activity Capture. To avoid introducing duplicate records or missing items for sync, review these considerations before you start your migration and follow any recommended guidelines.
Prepare for Salesforce for Outlook Retirement: If you’re thinking about moving to a replacement product, retain important details before you lose access to them. That way, you can provide a smoother migration experience for your sales reps and avoid any migration issues with sync.
Disable Salesforce for Outlook (Retiring) for Your Testers: If you’re starting your rollout before the January 30, 2027 retirement of Salesforce for Outlook, avoid product conflicts by deactivating Salesforce for Outlook configurations for your testers or users. Or, if the retirement has passed, you can simply uninstall Salesforce for Outlook for your testers or users.
Test Your Next-Generation Product Rollout: When you’ve followed all the pre-rollout steps, you’re ready to test your Outlook Integration and Einstein Activity Capture rollouts. Follow these steps to get started. And remember, we encourage you to run your tests in sandbox, or with a small group of test users.
Disable Einstein Activity Capture Configurations in Sandbox: If you tested using a sandbox, it’s important that you keep test data out of your Salesforce production org. To do so, deactivate Einstein Activity Capture configurations as soon as your testing is complete.
Roll Out the Next-Generation Products in Production: When you finish testing, get feedback from your testers and revise your rollout plan. If you must, repeat testing multiple times, updating your plan each time to work out all of the snags. Then, when you’re ready, follow the remaining steps below. When you’re done, return to your rollout plan, and repeat the rollout again--this time in production.
View and Work with Salesforce for Outlook (Retiring) Records from Microsoft® Outlook®: Use Salesforce for Outlook to get insight into Salesforce contacts and leads related to your important Outlook emails—directly in Outlook. The Salesforce Side Panel displays Salesforce records to which you can add Outlook emails, events, and tasks. View and Work with Salesforce Records from Microsoft® Outlook®.
Add Microsoft® Outlook® Tasks to Salesforce for Outlook (Retiring) Records: You can add Outlook tasks to multiple Salesforce contacts and to one other record that accepts tasks, like an account, a lead, or an opportunity. The task is added to the Salesforce record as an activity, which you can see on the record’s Activity History or Open Activities related lists.
Assign Email Application Publisher Layouts to User Profiles: Enterprise, Performance, Unlimited, and Developer Editions let you customize the action menus for Outlook or Gmail using email application publisher layouts. After you’ve created the email application publisher layout, give your users access by assigning it to their user profiles.
Create Quick Actions for the Salesforce Side Panel Action Menu: Take the first step in preparing your Outlook integration and Gmail integration users to create records directly from Outlook or Gmail. The Salesforce side panel action menu lets users create accounts, cases, contacts, leads, opportunities, or custom object records without opening Salesforce. You choose which actions appear in users’ action menus by creating global Create a Record actions for each kind of record.
Get Familiar with Salesforce for Outlook (Retiring): Save time switching between Salesforce and Microsoft® Outlook® when you integrate your Salesforce work with Outlook. Take advantage of these resources to start syncing contacts, events, and tasks between the two systems, and using the Salesforce Side Panel to work with your Salesforce records directly in Outlook.
Customize Email Application Action Menus: Take the second step in preparing reps to create records directly from the Outlook integration or the Gmail integration. You can create multiple layouts to give different reps access to different actions.
Search for Salesforce Records in Microsoft® Outlook®: When you view details that appear in the Salesforce Side Panel, you can also search for additional Salesforce records. Search results display contacts and any other records with which you can associate tasks, such as a campaign, a case, or an opportunity.
Email Application Publisher Layouts: Salesforce admins can set up Outlook integration and Gmail integration users to create accounts, cases, leads, opportunities, and custom objects directly from their email applications. Reps create records using actions menus, which you can set up from Salesforce. Your company’s Salesforce edition determines how you set up action menus and whether you can customize them.
Manage How Microsoft® Outlook® Items Sync with Salesforce for Outlook (Retiring): Manage your contacts, events, and tasks using Outlook categories to get your Outlook items to sync with Salesforce the way you want—by either selecting the items you want to sync, or syncing all your items, and selecting the items you want to prevent from syncing.
How Your Contacts Sync with Salesforce for Outlook (Retiring): You can keep your important Outlook and Salesforce contacts in sync using Salesforce for Outlook. When contacts initially sync, Salesforce for Outlook checks to see whether a contact with the same email address exists in both Outlook and Salesforce. If a matching email address exists, the two contacts are synced. If it doesn't exist, Salesforce for Outlook checks to see whether a contact with the same first name, last name, and company name exists. If it doesn't exist, a new contact is created and the two are synced.
How Events Sync with Salesforce for Outlook (Retiring): You can keep your Outlook and Salesforce events in sync using Salesforce for Outlook. After an event is in Salesforce, you can assign it to related records, such as contacts, accounts, opportunities, and so on. Syncing events also lets you maintain an accurate view of your availability when you create events and request meetings from your Salesforce calendar.
Resolve Your Synced Contacts: When contacts sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, some contacts are automatically assigned to accounts based on their company. The rest are added to My Unresolved Items, where you can either assign contacts to Salesforce accounts or confirm that you want to leave them unassigned.
Resolve Your Synced Events: When non-recurring events sync from your email app with Einstein Activity Capture, Lightning Sync, or Salesforce for Outlook, they appear in your Salesforce calendar and on the My Unresolved Items page. Use this page to either assign events to related Salesforce records or confirm that you want to leave them unassigned.
My Unresolved Items: Einstein Activity Capture, Lightning Sync, Salesforce for Outlook (Retiring), and Email to Salesforce let you integrate the work you do from your email and calendar applications with Salesforce. Microsoft or Google items that aren’t automatically associated with Salesforce records appear in My Unresolved Items. Sales reps can review the unresolved items and associate them manually.
Resolve Your Synced Outlook Tasks: When tasks sync from Outlook with Salesforce for Outlook, they appear on the My Unresolved Items page. Use this page to either assign tasks to related Salesforce records or confirm that you want to leave them unassigned.
Set Up Salesforce for Outlook on Your Desktop (Retiring): Set Up Salesforce for Outlook on your Microsoft® Windows® desktop. That way, you can work with Salesforce from earlier versions of Microsoft® Outlook®, like Microsoft Outlook 2010.
Create a Partner Portal: Starting in Summer ’13, the partner portal is no longer available for orgs that aren’t currently using it. Existing orgs continue to have full access. If you don’t have a partner portal, but want to easily share records and information with your partners, try Experience Cloud sites.
Enable Connection Finder: Connection Finder lets you connect with businesses that use Salesforce so you can share data with them. From Salesforce to Salesforce Connection Finder in Setup, you can enable it.
Find Out if Your Businesses Partners Use Salesforce: With Salesforce to Salesforce, businesses that use Salesforce can share records and get updated data. After you enable and configure Salesforce to Salesforce, you can email your business partners a survey that asks if they use Salesforce. Survey responses are recorded in contact and account records. Then, using Salesforce to Salesforce, you can easily connect with organizations that use Salesforce and begin sharing data.
Connect with Your Business Partners using Salesforce to Salesforce: Using Connection Finder, you can find out which business partners use Salesforce. Then, you can invite them to connect with you to share data using Salesforce to Salesforce. From the Connections tab, you can manage your Salesforce to Salesforce connections and connection templates.
Drive Sales with Partners: Partners are the companies with which you collaborate to close your sales deals. For each opportunity or account you create, the Partners related list allows you to store information about your partners and the roles they play in the opportunity or account. A partner must be an existing account within Salesforce.
Deleting Partners: Removing a partner from an opportunity or account removes the partner's relationship with the opportunity or account, but does not delete the account.
Add Partner Relationships: The opportunity and account detail pages include a Partners related list for viewing and adding partner relationships.
Partner Fields: A partner has the following fields, listed in alphabetical order.
Create a Path: Create one path for each available combination of object, picklist, and record type for supported objects. And help your teams celebrate their successes by tossing virtual confetti when reps reach designated path steps.
Enable Path: To start creating paths, first enable Path in Setup.
Finalize the Path: Choose the final path step, following the order of the picklist values that the path is based on. Then, add the path to the related record pages.
Guide Users with Path: Boost productivity and help reps gather complete data. Create paths to guide your users through steps of a business process, such as working an opportunity from a fresh lead to a successfully closed deal. At each step of a path, you can highlight key fields and include customized guidance for success.
Add Prospects to a Cadence in Prospecting Center: Adding a prospect to a cadence streamlines your outreach efforts by automating and scheduling communications. It helps make sure that follow-ups are consistent and timely without requiring manual effort for each interaction. This structured approach saves time, as it allows you to manage multiple prospects simultaneously with a uniform strategy.
Modify the Unified Objects: If you want to change the calculations in Prospecting Center, modify the selected Unified Individual and Unified Account objects.
Configure Data 360 for Prospecting Center: To set up Prospecting Center, enable and configure Data 360 so you can leverage the data effectively. Data 360 can be enabled in any Salesforce org.
Configure Prospecting Center: Configure Segments, set up scoring rules, and give user permissions so that users can act on the most accurate and data-driven prospects.
Copy Field Enrichments for Prospecting Center: Copy data from Data 360 into your org using the Copy Field Enrichment settings. Copy Fields show field data copied from objects with a 1-to-1 relationship to a Data 360 Individual, Unified Individual, Data 360 Account, or Unified Account DMO.
Create Identity Resolution Rules for Prospecting Center: Identity Resolution uses matching and reconciliation rules to link data from multiple sources about people or accounts into unified profiles for segmentation, insights, and reporting. In Prospecting Center, Identity Resolutions unify data that’s coming in from Data 360 into the Prospecting Center, so your Sales reps don’t waste their time evaluating duplicate records.
Define Account Rules: The Account Score helps you analyze your next potential customer. The Account Score is calculated based on the Engagement, Fit, and Intent scores, based on the percentage weights provided.
Define Data Segments for Prospecting Center: You’re ready to create segments now that the data has been ingested and mapped to a unified profile. Marketers define segments depending on the potential customers they want to target, such as people potentially interested in a product or service. Your data segments are specific to your business. For example, a segment can be people who have downloaded your white paper or visited your website more than once.
Enable Prospecting Center: To score your accounts and act on the most accurate and data-driven prospects, spending less time in analyzing your customers, turn Prospecting Center and Account Scoring. After Prospecting Center is connected, your data from Data 360 is synced.
Find Your Next Customer With Prospecting Center: Get an all-in-one view of your accounts and their scores, with multiple ways to find your next prospects, depending on how you want them to be categorized. You can prioritize them based on either segments or scores. You can see scores for all accounts or dive into each account for more details.
Give Users Access to Prospecting Center: For sales reps to access the Prospecting Center app, assign the necessary user permissions and enable the Prospecting Center user app permissions.
Integration of Prospecting Center and Data 360: Prospecting Center, powered by Data 360, uses various external and internal signals to calculate scores, which in turn enables sales reps to allocate their time more effectively and drive better outcomes in their sales efforts.
Manage Engagement Rules: The Engagement Score defines how actively the individuals in this account typically interact with your sales communications. A higher engagement score indicates a more interested customer. In Prospecting Center, you can add rules to define the Engagement Score.
Manage Fit Rules: The Fit Score indicates how closely an account matches the characteristics of an ideal customer for your business. A higher Fit Score indicates that this account aligns with the characteristics of your ideal customer profile. In Prospecting Center, you can add rules to define the Fit Score.
Manage Intent Rules: The Intent Score indicates buyers who are showing strong purchasing intentions based on their actions in the digital and physical worlds. A higher Intent Score signals the interest and readiness of the account to move forward in the buying process. In Prospecting Center, you can turn on or turn off the Intent Score. By default, the Intent Score is turned off.
Prospecting Center: Let Prospecting Center find your most qualified customer, using trusted data and AI. Prospecting Center analyzes your CRM and external data and identifies your most promising opportunities with the highest probability of closing, so you know which deals to prioritize. With the power of Data 360, you can analyze your accounts, contacts, and leads to identify your most accurate, data-driven prospects.
Set Up A Sandbox for Prospecting Center: In a sandbox, delete the related data transforms and data lake objects (DLO) to enable Prospecting Center without errors. You can also set up your sandbox, if you’ve enabled Prospecting Center on your production Salesforce org and you want to test features.
Set Up Prospecting Center: Use the Setup menu to get the guidance you need for setting up Prospecting Center. Make sure you enable Data 360 and Sales Engagement in the same Salesforce org (not in a sandbox).
Set Up Scoring Rules for Prospecting Center: Prioritize your work and spend time on prospects that are likely to be the best fit for you. You can set up Account Scoring only when you turn on Prospecting Center. When you set up scoring rules, you're defining the criteria based on which your Engagement, Fit, Intent, and your overall Account scores are calculated.
Configure Third-Party Connectors for Prospecting Center: Configure data to flow into Prospecting Center through connectors and third-party integrations. New connectors are added regularly to expand what data can be ingested into Prospecting Center, providing more value when unifying your data.
Pipeline Inspection: Pipeline Inspection gives sales teams a consolidated view of pipeline metrics, opportunities, week-to-week changes, AI-driven insights, and activity information. With this intelligence, sales teams can focus on the most important opportunities and forecast revenue more accurately.
Add and Manage Contacts from Pipeline Inspection: Add contact roles, create new tasks, schedule events, and send emails directly from Pipeline Inspection. This helps you keep opportunity stakeholders accurate and up to date.
Give Users Access to Pipeline Inspection: Give your sales team access to Pipeline Inspection by assigning the Pipeline Inspection User permission set. Users with the Standard User or System Administrator profile get access automatically.
See Deal Engagement at a Glance in Pipeline Inspection: Add the Activity column in Pipeline Inspection to see a heatmap of engagement for each opportunity. Use it to review the types of interactions taking place, compare customer-initiated and seller-initiated activity, and decide which opportunities to follow up on first.
Drive Predictable Revenue with Pipeline Inspection: Get a consolidated pipeline view, with key metrics, opportunities, and weekly changes in close dates, amounts, stages, forecast categories. See when next steps aren’t updated, and get deal insights and activity details. Use these insights to help forecast revenue more accurately and focus on the most important opportunities.
Einstein Deal Insights: Einstein Deal Insights uses data science and machine learning to surface predictions about deal health in Pipeline Inspection, along with recommended actions to help sales teams move deals forward.
Pipeline Inspection Charts: With Pipeline Inspection, you can view Pipeline Changes metrics on a waterfall chart. If you have access to Revenue Intelligence, you can also see recent changes to Forecast Category metrics on a flow chart.
Summarize Deals with AI in Pipeline Inspection: Quickly catch up on deal activity and identify blockers without searching through emails or call transcripts. Use AI to get instant deal overviews, summarize recent meetings, and prepare for follow-up actions with suggested buttons or your own questions.
Guidelines and Limits for Pipeline Inspection: Keep in mind some important guidelines and limits of the Pipeline Inspection features so that you can manage your pipeline more effectively and close more deals.
Manage Pipelines with Pipeline Inspection: Spot deals that need attention and summarize metrics the way you track sales with a single, consolidated view of your pipeline. You can apply filters, save views, and zero in on highlighted changes to key opportunity fields.
Pipeline Inspection Metrics and Fields: The metrics shown in Pipeline Inspection are key performance indicators tracked in sales pipelines. The fields in the Pipeline Inspection opportunity list give more detailed information about the opportunities in the pipeline.
Configure Data 360 for Opportunity Scoring: To set up Opportunity Score, enable and configure Data 360 so you can leverage the data effectively. Enable Data 360 for your Salesforce org. Data Cloud One is supported.
Activate and Deploy Sales Methodology Data to Data 360: Improve the accuracy of your opportunity scores by incorporating your sales methodology data. This is an optional step. Making this data available to Data 360 helps the scoring model evaluate factors like MEDDIC scores to better determine deal health.
Connect Salesforce to Your Email and Recording Providers: To let Einstein Activity Capture (EAC) and Einstein Conversation Insights (ECI) access your teams’ email data, calendar data, and meeting recordings, connect Salesforce to your company's email and call recording systems.
Review Score Drivers from the Opportunity Score Column: Hover over an opportunity score to open the details and review strengths and gaps behind the Healthy, Caution, or At Risk category. Use those insights to choose the next conversation or follow-up that moves the deal forward.
Select a Data Space for Opportunity Scoring: Store and read data for your predictive models by selecting a centralized data space. Make sure that all the data needed for the opportunity score predictive model is stored in one data space.
Set Opportunity Score Thresholds: Define the score ranges that classify opportunities as healthy, caution, or at-risk so Pipeline Inspection and related views match how your teams prioritize deals. Update the thresholds when your sales process or score distribution changes. Then confirm category behavior in pipeline views.
Set Up Opportunity Score: Identify at-risk deals earlier and increase your win rates with AI-driven opportunity scores. Opportunity Score merges standard CRM data with real sales methodology to give you an accurate view of your revenue.
Train the Model to Score Opportunities: Build a predictive scoring model from your closed opportunities so sales teams see Healthy, Caution, and At Risk categories in Pipeline Inspection and Pipeline Forecasting.
Turn On Opportunity Score: Turning on Opportunity Score also turns on Scoring Framework and configures required data sources in Data 360.
Understand Opportunity Score Trend Indicators: See whether a deal is accelerating or slipping in the Opportunity Score details. Use Trend during pipeline reviews to spot deals that need attention before the score category changes.
View Opportunity Score in Pipeline Inspection: Use the Opportunity Score column to quickly identify healthy-, caution-, and at-risk-likelihood deals in your pipeline. Sort and scan score categories so you can focus coaching and follow-up on the deals that need attention first.
Set or Change the Summary Field for Pipeline Inspection Metrics: Select from several field types to summarize metrics in Pipeline Inspection, based on fields that your Salesforce admin configured. For example, use a currency field to see totals for annual recurring revenue, or a number field to view product quantities. Available fields include Amount, Quantity, Expected Revenue, and custom currency and number fields.
Set the Default List View for Pipeline Inspection Users: Choose which list view your users see the first time they open Pipeline Inspection. Turn on the setting to open My Pipeline, or turn it off to open the first public list view alphabetically.
Turn On the Flow Chart in Pipeline Inspection: Give Revenue Intelligence users access to a dynamic chart in Pipeline Inspection that shows the changes to opportunities in forecast categories over time, based on the time filters they set.
Set Up a Sales Methodology: Standardize how your sales reps qualify and manage deals by using a structured sales methodology. Define your methodology so your teams can assess deal health, follow a consistent process, and improve win rates.
Show Opportunity Scores in Pipeline Inspection: Set up Einstein Opportunity Scoring so your sales teams see opportunity scores in Pipeline Inspection. Scores appear in tiers rather than as numbers, and tier changes are highlighted.
Configure Deal Insights in Pipeline Inspection: Einstein Deal Insights gives sales reps predictions and recommendations from opportunities, calls, emails, and cases, right in the Pipeline Inspection view. Choose which insights to show in Pipeline Inspection to help sales reps move deals forward.
Turn On Pipeline Inspection: To get your sales teams started managing their pipelines, turn on and configure Pipeline Inspection.
Manage Pipeline Inspection Metrics: Show metrics groups so your sales teams can view their pipelines with forecast categories or metrics that indicate changes over time.
Set Up Pipeline Inspection: Get your sales teams started managing their pipelines with a single view of pipeline metrics, opportunities, and week-to-week deal changes. Show insights from call recordings, emails, opportunity scores, and cases in the same view.
Tiered Einstein Opportunity Scores: Opportunity scores tell you the likelihood that an opportunity will be won. For each opportunity score, Einstein shows the positive and negative factors that contribute the most to the score. In Pipeline Inspection, opportunity scores are shown in tiers instead of numeric scores. When the score goes up or down a tier, a red or green arrow indicates the change.
Track Deal Progress with Sales Methodology: View and update deal progress using a structured sales methodology directly from Pipeline Inspection. The Sales Methodology column shows step-level progress and lets you update details from a side panel without leaving Pipeline Inspection.
Turn On Sales Methodology: To get your sales reps started tracking deals’ progress by using a sales methodology, enable and activate a methodology.
View Active Contacts in Pipeline Inspection: See how many contacts are actively engaged on each opportunity to identify stakeholder gaps and focus on deals that need more attention. Use this information to ensure you are connected with the right people to move your deals forward.
Agentforce Pipeline Management Components: Before you customize Agentforce Pipeline Management, make sure that you understand the different pieces that make it work.
Specify the Fields That the Sales Agent Can Update Autonomously: Specify the individual fields that the Sales agent can update on the seller’s behalf by modifying the Process Field Update Suggestions flow. Give your agent the ability to update certain fields on its own while it continues to generate suggestions for other fields.
Add Data Sources to Enrich Field Update Suggestions in Agentforce Pipeline Management: Agentforce Pipeline Management can use notes, emails, or calls to inform the agent’s field update suggestions. You can customize and expand the data sources that your agent uses. For example, use other opportunity fields or different sources, such as content from other objects.
Get Field Update Suggestions for Other Opportunity Fields: The Pipeline Management agents generates field update suggestions for the Next Step and Stage fields. You can also add other standard opportunity fields or custom fields.
Customize Agentforce Pipeline Management: Bring in your own data sources to Agentforce Pipeline Management, and get field update suggestions for custom or standard opportunity fields.
Agentforce Pipeline Management Overview: Learn how Agentforce Pipeline Management can help sales teams free up bandwidth for bigger tasks by providing actionable, timely suggestions for managing opportunities.
Pipeline Management with AI: Free up valuable time for your sales team and boost seller productivity with the help of generative AI. When you turn on Pipeline Management, the Sales agent analyzes data sources, such as recent notes, emails, and voice and video calls, to offer actionable suggestions for managing sellers’ opportunities. With recommendations to update opportunity fields, follow up on emails, and send meeting requests, sales reps can move deals forward with just a few clicks.
Set Up Agentforce Pipeline Management: Set up Agentforce Pipeline Management to save your sales team time and effort. Pipeline Management provides your sales reps timely, data-informed suggestions to keep moving deals forward.
Create Custom Price Books: Create custom price books for each market segment that your sales reps sell to. Then add products to each price book with the prices that you offer each market segment. For example, if you sell to domestic and international customers at different prices, you can create two custom price books: a domestic one and an international one.
Considerations for Removing Price Books: To remove price books from related lists, you can archive, deactivate, or delete the price books. Each removal option has a different result. Before you remove a price book from your related lists, determine which option best fits your business needs.
Manage Price Books: Price books track the prices of products and services that your company offers to customers.
Prepare Your Microsoft Exchange Server for Lightning Sync: To set up Lightning Sync using the service account connection method, enable these settings on your Microsoft® Exchange server: Exchange Web Services, Exchange Autodiscover Service, and Basic or NTLM authentication.
Fix Sync Issues for Lightning Sync Users: If a Lightning Sync user has trouble syncing between your email server and Salesforce, troubleshoot sync issues by checking your users’ sync statuses or running a Lightning Sync error report. If you find a sync issue that a user can’t overcome, then you can reset that user’s sync process for them.
Add Products to Opportunities: Track what’s selling and in what quantity by adding products to opportunities. Then maintain accurate records by updating the quantities and prices of the products.
Considerations for Cloning Products: If you’re an admin or a sales operations manager, you can clone a product to quickly create another product with the same information and price book entries. Consider key points before you clone a product.
Considerations for Setting Prices: If you’re an admin or a sales operations manager, consider key points before you set prices for your products in Salesforce.
Considerations for Using Product Schedules: Consider key points and review examples before you add product schedules, establish schedules on opportunity products, or enable customizable product schedules.
Products Concepts: Before you use products in Salesforce, make sure that you understand the basics.
Guidelines for Creating Products: If you’re an admin or sales operations manager, you create products in Salesforce to track the products and services that your company sells. After you create a product, your sales reps can add it to their quotes, opportunities, and orders. Before you get started, review a few key guidelines.
Manage Products: Create and update the products your company sells and their standard prices.
Products and Price Books: Products are a base catalog of all the items and services you sell and their standard prices. Price Books let you create a custom collection of products with associated list prices for specific uses.
Things to Know About Products and Price Books: Review these considerations before you delete products or pricebooks. Learn more about product, price book, price book entry, and product schedule fields.
Set Product Prices in Lightning Experience: Track different types of prices for each of your products to fit the way you sell to different market segments and customers.
Product Schedules: Use product schedules to determine the payment and delivery cycles for products that are paid or delivered over time. In Lightning Experience, customize schedules with custom fields, custom buttons, customized layout, validation rules, and Apex triggers.
Set Up Products: Customize products to make them work better for your sales reps.
Guidelines for Sharing Price Books: Extend access to price books to more of your sales team members through sharing in Salesforce Classic.
Quota Attainment Planning: Achieve team quota by using a strategic plan for sales managers and reps in one place. Reps identify key accounts and estimate attainment against key targets. And their managers identify the rollup values of their reps, provide guidance to the reps who need it, and drive overall attainment.
Quota Attainment Planning for Administrators: Get your sales teams on the same page with their leadership when you help managers and reps work together to develop strategic plans for achieving quota in a centralized location.
Quota Attainment Planning for Sales Managers: Drive overall quota attainment by using a strategic plan that you develop with your sales reps. Identify rollup values for measuring performance, provide guidance to reps, and meet leadership requirements—all in one place.
Create Your Team’s Plan for Quota Attainment: Meet and exceed leadership’s expectations by using a plan that you create based on your reps’ quota capacities in Quota Attainment Planning. Identify which reps are on the path to attainment and the ones who require guidance. That way, the whole team wins.
Quota Attainment Planning for Sales Reps: Improve the likelihood of reaching quota by using a strategic plan that you develop in partnership with your manager. Consider key accounts, attainment estimates against targets, and potential products and services.
Create Your Plan for Quota Attainment: Reach your quota by using a plan that you create with input from your manager in Quota Attainment Planning. Prioritize important accounts, track expected revenue, and itemize potential losses.
Quota Planning: Motivate sellers while achieving business objectives when you create quota plans in Sales Planning. Create plans from a template, design plans from scratch, or import plans from CSV files.
Plan Quotas from Territory Alignments: Create quota plans fast when you incorporate stamped territory hierarchy, owner, and attribute data from alignments that you create in Territory Planning. Analysts plan quotas from stamped alignments within Sales Planning segments.
Targets, Annual Quota, and Carried Quota: In Quota Planning, a target becomes an annual quota and then a carried quota, depending on the rep’s ramp status and product seasonality. If you sell more of a specific product during a certain time of year, you can ensure that new hires are fully ramped before the busy season begins so that they have a reasonable chance of achieving their quota.
Considerations for Quota Planning: Set expectations among quota planners so that they have the best experience setting targets in Sales Planning.
Create a Quota Plan: Determine targets that motivate sellers and achieve business objectives within the quota plans you create in Sales Planning. Allocate quota targets across your segments and products and add optional buffer values. Add insight to your quota plans by adding historical role and calculated data.
Export Quota Plans for Other Systems: Pack up your quota plans in CSV files directly in Sales Planning. Import that data into proprietary and third-party systems.
Publish Quota Plans to Pipeline Forecasting: Guide your sales reps toward meeting quotas when you publish plans from Quota Planning to territory-based forecasting types within Pipeline Forecasting.
Account for Ramp and Seasonality When Planning Quotas: Anticipate ramp-up time for new reps and consider tenure of experienced ones when you plan quotas. Also, consider seasonal sales patterns and other realities that affect your business in Quota Planning.
Create and Manage Quotes: Create quotes to show your customers the prices of the products and services that you offer. Create a set of quotes to show different combinations of products, discounts, and quantities so customers can compare prices. Then add and sort products as needed to keep your quotes up to date.
Create and Email Quote PDFs: Provide quotes to your customers the easy way: via PDF. Create quote PDFs from a standard template or from your company’s design. Email quotes to your customers. Then delete quotes that you no longer need.
Considerations for Deleting Quotes: Before you delete a quote, it’s a good idea to understand how deleting a quote affects quote-related PDFs and syncing with opportunities.
Manage Your Quotes: Show your customers the prices of the products and services that you offer. Sync quotes and opportunities so your information stays up to date.
Quotes: Quotes in Salesforce represent the proposed prices of your company’s products and services. You create a quote from an opportunity and its products. Each opportunity can have multiple associated quotes, and any one of them can be synced with the opportunity. When a quote and an opportunity are synced, any change to line items in the quote syncs with products on the opportunity, and vice versa. Get an overview of all your quotes on the Quotes tab. And if you’re using Lightning Experience, track sales activity in Path and stages in Kanban.
Troubleshooting Quote Syncing: Errors can occur when you try to sync quotes under certain conditions. Review common error messages, and learn how to resolve them. If you don’t have the appropriate permissions, contact your Salesforce admin.
Sync Quotes and Opportunities: Link a quote to the opportunity that it was created from. That way, updates to one record are always reflected in the other.
How Quote Syncing Works: Quote syncing lets you link a quote to the opportunity that it was created from and synchronize all updates between the two records. An opportunity can have multiple quotes, but it can sync with only one quote at a time.
Add a List to a Quote Template: Arrange and display fields from a quote line item or any other standard or custom object that has a lookup relationship to the quote object. The added list looks like a table, with field names appearing as columns.
Add Rich Text to a Quote Template: Include text that you can format, such as your company’s address or terms and conditions, in your quote template’s body, header, or footer.
Set Up Quote Templates: Quote templates let you customize the way your sales reps quote your company’s products and services. Sales reps can select standard or customized quote templates from their quote records, generate quote PDFs, and email them to customers.
Quote Template Fields: If you’re working with quote templates, review details about quote template fields.
Thank Coworkers: Thank your coworkers by posting badges to their Chatter feed.
Relationship Selling: Close deals faster by focusing on the relationships between contacts on your opportunities and accounts. Visualize your contacts in a relationship map and let Einstein generative AI add buyer profile data to your contacts automatically.
Revenue Insights: Use Revenue Insights to help sales teams gain performance insights to build stronger pipelines, improve forecast accuracy, and generate more revenue.
Revenue Insights Assets: When you set up Revenue Insights, specific assets are included. To modify dashboards, you can modify these assets. It’s a good idea to understand the datasets and recipes that are used to populate your dashboards.
Commit Calculator Dashboard: Use the Commit Calculator to test different scenarios and understand how changes to your pipeline can affect your bottom line.
Considerations for Setting up Revenue Insights: When you set up Revenue Insights, you must have certain settings configured in your org, and you must have certain objects to populate the dashboards correctly.
Forecast Insights Dashboard: Track changes in your sales forecast in the Forecast Insights dashboard. Monitor velocity, pipe coverage, and other KPIs with period-over-period analysis.
Revenue Insights Forecast Historical Trend Tab: If you’ve enabled historical trending on the forecast item object, you can view the new forecast historical trend chart in Revenue Insights.
Monitor, Update, and Delete Revenue Insights Apps: Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage statistics, and update and delete apps.
Revenue Insights Dashboard: Get a comprehensive view of your revenue performance from the Overview tab. Your most critical information is instantly available. The chart helps point to the areas to focus on, such as whether opportunities are moving to the next stage. Quickly determine whether sales are trending up or down with details such as average win rates, days to close, and average sales size.
Revenue Insights Post Installation Steps: To see your data in the dashboards after you install Revenue Insights, you must schedule your app to refresh. You can add Revenue Insights to your navigation bar or edit your permission settings depending on configuration settings. Lastly, you can add additional filters to your panels.
Product Insights Dashboard: Optimize your sales strategy using the Product Insights dashboard. Track customer purchases, opportunities to position products in new segments, and market trends. Quickly see how well your sales teams deliver new offerings to the market.
Revenue Insights Sales Performance Tab: The Revenue Insights Sales Performance tab shows how your sales are trending over time. Compare by product area, month, or quarter to see whether sales are trending up or down.
Sales Rep Command Center Dashboard: Get all the details you need for sales success from the Sales Rep Command Center. You can see whether you’re aligned to meet your quotas, which opportunities are stuck, and overdue activities. You can also see step progression, and amount changes.
Enable and Configure Revenue Insights: Set up and configure Revenue Insights so that your sales teams can access performance dashboards and analytics.
Revenue Insights Team Tab: Quickly identify opportunities for managers to coach or representatives to work on performance. See details, such as the sales leader, average win rate, open pipeline, and activities completed. It’s easy to assess the top accounts, opportunities, and products, so you know where to focus your efforts.
Troubleshoot Revenue Insights Enablement: When enabling Revenue Insights, a few common errors can occur. You may not have configured data sync, you may have the wrong objects or custom objects. You may have Org configurations that are incompatible with the requirements of the app. The following sections can help you troubleshoot these common issues.
Revenue Intelligence: Revenue Intelligence is a data-driven sales solution that unites CRM Analytics dashboards and analytics with an easy-to-visualize pipeline progress flow chart in Pipeline Inspection, and more.
Select Who Can Use Revenue Intelligence: The Revenue Intelligence permission sets have all the permissions to get your sales team started using Revenue Insights dashboards and analytics. The Revenue Intelligence permission sets also give users access to the Pipeline Inspection Flow Chart. Assign the Revenue Intelligence permission sets to your users.
Set Up Revenue Intelligence: Give your sales teams access to Revenue Insights sales performance dashboards and analytics. Make sure to enable other relevant features to get the most out of Revenue Intelligence.
Salesforce Spiff Release Notes: Check out the latest enhancements, fixes, and other changes for calculating sales commissions with Salesforce Spiff.
Salesforce Spiff Release Notes for April 1, 2024: Remove institutional barriers to productivity in Salesforce Spiff by giving admins access to manage your company settings. Enjoy performance improvements and a better default user profile experience.
Salesforce Spiff Release Notes for February 26, 2024: Create and navigate documents, reports, relationships, and other data in Salesforce Spiff with fewer clicks and a more responsive experience. Enjoy time-saving shortcuts for managing plans, viewing plan payouts, and accounting for licenses.
Salesforce Spiff Release Notes for January 22, 2024: Enjoy a more efficient, personalized Salesforce Spiff experience. Troubleshoot statement errors more quickly and access data filter results from datasheet fields. Support international users with new language and location options.
Salesforce Spiff Release Notes for June 17, 2024: Get more value from Salesforce Spiff and other enterprise data management systems you're already using with new tools for integrating third-party data. Equip your reps with more self-service options and enjoy better performance when managing plans, worksheets, and tables.
Salesforce Spiff Release Notes for March 18, 2024: Get more value out of the Salesforce Spiff tools you already use for calculating commissions. Enjoy new options for routing statement approvals and start using new functions for conditions, teams, and dates. Create and manage payout rules, plans, data filters, and worksheets more efficiently.
Salesforce Spiff Release Notes for December 15, 2025: Expand the scale and sophistication of your company’s incentive compensation management program. Integrate Salesforce Spiff with other systems more efficiently, and help your sales team understand complex statement details more effectively.
Salesforce Spiff Release Notes for June 13, 2025: Scale your company’s incentive compensation management system to include more integrated data sources, with more tools for optimizing your connected data and exporting reports more efficiently. Add users to Spiff more easily, build reports that fully comply with financial reporting requirements, and gain more insight into all the activity in your Spiff environment.
Salesforce Spiff Release Notes for March 24, 2025: Reduce costs for and dependencies on third-party electronic signature (e-signature) applications when you send, sign, and manage compensation plan documents within Salesforce Spiff. With fewer applications in your workflow, you further ensure and strengthen your company’s security and compliance measures.
Salesforce Spiff Release Notes for November 10, 2025: Enjoy improved performance and efficiency of incentive compensation management tools in Salesforce Spiff. Access and export record details in pay statements more quickly and seamlessly.
Salesforce Spiff Release Notes for October 29, 2025: Expand the customization, precision, and sophistication of your incentive compensation management plans with Salesforce Spiff. Create custom roles with the specific combination of permissions you want users to have.
Salesforce Spiff Release Notes for April 30, 2026: Accelerate your reporting workflow by streamlining Custom Report filter options and gain deeper visibility into data exports with new summary metadata in the Spiff Reporting API.
Salesforce Spiff Release Notes for July 24, 2026: Test your Workato data integrations in a Salesforce Spiff sandbox and use the same recipes and connections as your production environment. If your organization has purchased the Spiff connector in Workato, Workato is available in your sandbox from Data Automation in Connectors. Copy recipes from your production workspace to validate commission logic before you push changes to production.
Salesforce Spiff Release Notes for June 19, 2026: Export large volumes of System Activity Log data without keeping your browser open, guarantee file integrity with a SHA256 checksum, and manage exports directly from a new Exports tab. Developers can now access the same export capabilities through the publicly available System Activity Log Export API. Payout rule tables now load up to 10,000 rows at once, so reps can see all their deal data without exporting a statement. Admins can freeze columns and adjust column widths to create consistent payout rule table layouts for their reps. New Help documentation provides expert-level guidance on data optimization and performance, covering data filter performance, upstream data management, calculation encapsulation, and dynamic logic best practices.
Salesforce Spiff Release Notes for June 23, 2026: Insert live Spiff data into compensation plan document templates without a separate spreadsheet upload. In the Document Designer, dynamic merge fields pull values directly from Spiff user records—including email, team names, plan assignment names, and any fields synced from connected data sources. Field values populate when you preview the document or send it for approval, so templates always reflect current Spiff data.
Salesforce Spiff Release Notes for June 26, 2026: When you create a new Salesforce Spiff sandbox, Spiff automatically copies Quota Types from the parent environment and creates matching IDs. Also, Quota Types no longer count against the sandbox record limit. Filter change sets by submitted date and status to find what you need faster. Review the complete workflow trail—submission, validation, approval or rejection, and deployment—in the new History tab for compliance audits. Add Processing State and Last Successful Run columns to obligation and statement reports to see whether a report has been processed and when it last ran successfully.
Salesforce Spiff Release Notes for March 13, 2026: Create an isolated environment to update commission logic and custom reports and to test new features without risking your production data. Use a change set to review, validate, and merge verified updates from your sandbox into your production environment.
Salesforce Spiff Release Notes for May 12, 2026: View your complete change set history and receive an in-app or email notification when a deployment fails. New Spiff validations prevent empty change set submissions and updated in-app messages guide you to the right next step at each stage of your sandbox workflow.
Salesforce Spiff Release Notes for May 20, 2026: Plan dropdowns and filters in Salesforce Spiff now show only active plans by default, so plan lists stay focused on what's currently in use. To find or work with an archived plan, select Show archived plans to temporarily include archived plans in the list. The setting resets when you navigate away from the page, keeping plan lists clean every time you return.
Sales Action Plans: Provide accountability, visibility, and alignment on your sales account team members’ activities. With sales action plans, specify the tasks and events that you want users to achieve. Associate sales action plans with accounts, account plan objectives, cases, campaigns, contacts, contracts, leads, and opportunities.
Turn On Sales Action Plans: To get started with sales action plans, go to Setup and assign permissions, and then create sales action plan templates. Optionally, customize the action plan objects.
Agentforce Sales Coach Ready-To-Use Scenarios: Agentforce Sales Coach provides a few prebuilt scenarios out-of-the-box that are specific to the Sales Opportunity object: Present Your Knowledge, Practice Your Pitch, Role-Play with Your Coach, and Sharpen Your Negotiation Skills.
Lead Generation for Agentforce Service Agent: Expand your Agentforce Service Agent’s scope to autonomously increase your team’s lead pipeline by capturing leads from your website or messaging channel. With the lead generation subagents and actions, customers gain access to an agent on your website that answers questions, captures the necessary data to generate leads, and quickly schedules a meeting with a sales rep.
Agentforce Inbound Lead Generation: With Agentforce Engagement, use the Inbound Lead Generation agent template to engage with prospects via a web chat or messaging channel to answer questions, capture leads, and schedule meetings with your sales team. When you enable Inbound Lead Generation, your customers get 24/7 access to an Agentforce agent, helping you to streamline the lead intake process and reduce manual data entry.
Set Up Inbound Lead Generation: Engage with prospects via a website or messaging channel to answer questions, capture leads, and schedule meetings with your sales team.
Turn On Inbound Lead Generation: Agentforce Inbound Lead Generation engages with prospects on your website or messaging channel to answer questions, capture leads, and schedule meetings with your sales team.
Generate Prospects From an Account: Generate prospects from a specific account and assign them to a sales rep with Agentforce Prospecting.
Build and Manage Prospecting Agents: Create and configure a Prospecting agent to automatically generate prospects and have a prioritized list of accounts and contacts to target.
How Agentforce Prospecting Runs: Prospecting agents run automatically on a schedule or manually from a report or account. The run type determines which accounts the agent researches, which limits apply, and how the agent assigns prospects.
Learn About Agentforce Prospecting: Get more from outbound selling with Agentforce Prospecting. The agent researches your target accounts, finds likely buyers, and recommends prospects so reps can spend less time hunting for data and more time starting high-quality conversations.
Manage Agent-Generated Prospects: Use the Prospecting dashboard to review agent-generated summaries and recommendations for each prospect, then approve or reject generated prospects.
Agentforce Prospecting: Use Agentforce to generate a prioritized list of contacts and accounts and assign them to sales reps. Synthesize an account's data including calls, meetings, and email history and combine it with research context from Salesforce and third-party sources. Set up multiple Prospecting Agents to analyze all your customer data in one place and centralize your prospecting, reducing the need for manual research.
Agentforce Qualification: Instantly qualify leads, contacts, and person accounts to strengthen your sales pipeline using Agentforce Qualification. Using an agent to guide qualification empowers your reps to rapidly determine prospect fit early in the process, preventing wasted time and resources. By focusing on high-potential deals, your team boosts overall efficiency and conversion rates.
Considerations for Agentforce Sales Management: To use Agentforce Sales Management and the Sales Agent template, consider the supported functionality, usage, limitations, allowances, limits, and other issues.
Best Practices for Writing Field Update Instructions: Pipeline Management and Account Management can keep opportunity or account text fields updated based on data sources, such as notes, voice and video call transcripts, and emails. You can choose to apply the updates autonomously or require a sales rep to approve the suggestions. You control what each update includes, along with its tone and length, by writing output instructions. These suggestions help you write more precise instructions.
Getting a Sales Agent in the New Agentforce Builder: You can't upgrade a Sales agent created in the legacy Agentforce Builder in Setup to the new Agentforce Builder in Agentforce Studio. How this affects you depends on whether you're setting up your Sales agent for the first time or you've already created one in the legacy builder.
Agentforce Sales Management: Support sales teams through every step of the sales process with the help of generative AI. Automate time-consuming tasks such as record updates, get timely and data-informed suggestions, and more with the help of a Sales agent.
Monitor Engagement Agent Activity with Agent Analytics (Beta): The Engagement agent Tableau dashboard helps sales leaders and sales operations managers understand how Agentforce Engagement is helping to achieve business outcomes, including lead pipeline generation and sales team productivity. The Tableau dashboard provides additional metrics that aren’t available in Agentforce Control Center and lets you dive deeper into the numbers to gain insights for your business.
Set Up the Agent Analytics Engagement Dashboard (Beta): The Agent Analytics Engagement dashboard works with your Engagement agent and Data 360 to provide the key metrics you need to understand and optimize your business. Both Agentforce Engagement and Data 360 must be enabled in order to set up the dashboard.
Assign Prospects to an Engagement Agent Manually: In addition to using assignment rules in the Engagement agent settings in Agentforce Builder and automated actions, you can assign prospects you own to the SDR agent manually.
Assign Prospects to an Engagement Agent with Automated Actions: Sales users can assign prospects to an Engagement agent with automated actions. Sales reps can create automated actions for prospects that they own and managers can create actions for prospects that any of their team members own.
Assign Prospects to an Engagement Agent with a Flow: Agentforce Engagement includes an invocable action called Assign Target to SDR. With invocable actions, you can perform complex tasks in Salesforce just by calling the action. To assign prospects to an Engagement agent automatically, you can create a flow that calls this invocable action.
Monitor Engagement Agent Activity in Control Center: Track your Engagement agent’s prospect outreach and monitor success in Agent Control Center. See how many leads, contact, or person accounts are assigned to an agent, how many have been emailed, replied, booked a meeting, and more.
Customize and Test Agentforce Engagement: You can customize your Engagement agent behavior by editing its Agentforce Builder settings, the included prompt templates, or the Opt Out Lead action.
Troubleshoot Agentforce Engagement Email: When an Engagement agent generates and schedules emails, errors can occur under certain conditions. When an error occurs, the agent cancels all outreach to the prospect and an error appears in the prospect’s Activity Timeline.
Edit, Reschedule, or Cancel an Engagement Agent Email: To stop an Engagement agent from engaging with a specific prospect that you own, go to the Activity Timeline on the prospect record. Then choose Cancel Agent Outreach next to the next scheduled Engagement agent email.
Agentforce Engagement Overview: Built on the Salesforce trusted AI platform, Agentforce Engagement is an autonomous agent that helps you scale your top of funnel efforts, streamline prospect qualification, and generate pipeline around the clock. By handling initial outreach, follow-up, answering questions, and meeting booking, an Engagement agent gives sales reps more time to nurture relationships.
How an Engagement Agent Processes Each Prospect: Prospects can be assigned to the agent in three ways–when the prospect assignment criteria set within the Engagement Rules in Agentforce Builder are met, by an automated action, or when a sales rep sends a prospect to the agent. The agent takes the prospect through a flexible set of engagement steps. The specific steps taken depend on how the prospect responds. When a prospect is sent to the agent, the record owner doesn't change.
Learn About and Implement Agentforce Engagement: Whether you’re setting up an agent for the first time or simply wanting to know more about Agentforce Engagement, this learning map offers a clear path toward success. Consider bookmarking this page.
Get Insights with the Agent Analytics Engagement Dashboard: The Agent Analytics Engagement dashboard helps you understand how effectively your agent performs and helps you to identify areas you can improve. There are two tabs on the Engagement dashboard: Overview and Agent Effectiveness.
Monitor Engagement Agent Activity: Engagement agent activity metrics are available in the Control Center and in Tableau. Control Center provides essential statistics including Records Assigned, In Progress, Opted Out, Meeting Booked, and more. The Agentforce Analytics Engagement dashboard takes advantage of Data 360 and Tableau to provide additional metrics and let you dive deeper into the numbers that matter most to your business.
Agentforce Engagement: Use the Agentforce Engagement template to scale your sales team, accelerate growth, and maximize your pipeline by nurturing prospects 24/7 via email with an AI-powered sales agent. Agentforce Engagement works new or updated leads, contacts, and person accounts automatically, sending customized intro emails to each prospect, responding to replies, answering questions, and connecting qualified leads with sales reps.
Engagement Agent Permission Sets: Agentforce Engagement includes multiple permission sets you can assign based on a user’s role and responsibilities. The permission sets include individual user permissions and object permissions.
Use a Flow to Queue Specific Agent Emails for Manual Review (Optional): To queue agent emails for manual review according to a custom set of criteria, build a flow that the agent can use to know which emails to queue. For example, you could choose to review only emails to leads in a certain geography such as Seattle, Washington USA, or industry such as Financial Services for review.
Review, Edit, and Approve Agent Emails: When an Engagement agent is set up with Review Before Send turned on, it puts each generated email into a queue for review by the prospect owner. Emails waiting for review appear in the Activity Timeline on prospect records and in the Engagement Control Center. Agent managers (users with the Configure Engagement App permission) can also approve emails queued for review.
Build Your Engagement Agent: Configure the details of your Engagement agent based on when and how often you want the agent to perform outreach, language and tone, and when to assign prospects to the agent automatically. Then to start working prospects, activate your agent.
Connect User Email Accounts to Einstein Activity Capture: Users can see the agent’s emails on the Activity Timeline of lead, contact, and person account records. To let sales users view, edit, reschedule, or cancel Engagement agent emails on the Activity Timeline of prospect records, be sure each user has connected their email account in their user profile. Connecting the user email account to EAC lets agent emails include meeting booking links for prospect owners. You make changes to agent emails in the Email Composer.
Manage Your Agent’s User Record and Email: An Agentforce Engagement agent operates like a regular user in your organization, but with special permissions. Engagement setup makes it easy to choose or create a user record. Agentforce then assigns it permissions, and sets up Einstein Activity Capture and email for it.
Configure Data for Your Engagement Agent: To manage the data your agent uses to answer questions and complete tasks, select or create a data library in Agentforce Data Library Setup.
Turn On Agentforce Engagement: Agentforce Engagement performs sales outreach tasks automatically in your organization. The first part of setting it up is to turn it on and enabling several supporting features it uses to do its work. Agentforce turns on the additional features automatically.
Assign User Permissions for Agentforce Engagement: To configure and use Agentforce Engagement, sales users and administrators need specific permissions. Agentforce Setup lets you assign them quickly.
Testing Agentforce Engagement Nudge Emails in Agentforce Builder: To see how your Engagement agent generates nudge emails to prospects who haven’t yet replied, use the Preview panel in Agentforce Builder. The agent generates nudge emails using the lead, contact, or person account record details and the Draft Nudge Email prompt template.
Testing Agentforce Engagement Reply Emails in Agentforce Builder: To see how your Engagement agent generates reply emails to prospects, use the Preview panel in Agentforce Builder. The agent generates its reply email using the prospect’s email response and the Draft Generic Reply Email, Draft Meeting Request Email, Draft Question Answer Email, or Opt Out Lead prompt templates.
Testing Agentforce Engagement Actions and Email with Agentforce Builder Preview: When preparing to use Agentforce Engagement, you can ensure you’re satisfied with the agent’s work by testing how the agent generates and schedules its emails. When you test in Agentforce Builder, you can sanity check your agent’s subagents and actions individually.
Batch Test Agentforce Engagement Actions and Email with Testing Center: Test intro emails, nudges, and replies against multiple records at once using a comma separated values (CSV) spreadsheet file designed for batch testing. Each CSV file can test a single scenario across multiple leads, contacts, or person accounts.
Batch Test Legacy Agentforce Engagement Actions and Email with Testing Center: Agents created before October 27, 2025 used an older configuration process in Setup. These agents show only three subagents in Agent Builder. Use these testing steps if your agent shows three subagents in Agent Builder. Test intro emails, nudges, and replies against multiple records at once by using a comma-separated values (CSV) spreadsheet file designed for batch testing. Each CSV file can test a single scenario across multiple leads, contacts, or person accounts.
Batch Test Modular Agentforce Engagement Actions and Email with Testing Center: Agents created after October 27, 2025 by using the guided configuration process in Setup use six modular subagents. Use these batch testing steps if your agent shows six modular sub agents in Agent Builder. Test intro emails, nudges, and replies against multiple records at once with a comma-separated values (CSV) spreadsheet file designed for batch testing. Each CSV file can test a single scenario across multiple leads, contacts, or person accounts.
Work with Your Engagement Agent: In addition to the prospect assignment rules in Agentforce Builder, sales reps and managers can send leads, contacts, and person accounts to the agent manually or with automated actions.
Billing Considerations for AI Sales Agents: Sales Cloud AI capabilities such as Agentforce Prospecting, Engagement, Sales Management, and Sales Coach consume usage credits depending on how your organization interacts with these features. Credit consumption is calculated by multiplying the number of units used by the multiplier for the corresponding usage type on the Agentforce rate card. Before deploying these features, work with your Salesforce account team to confirm license availability and estimate credit usage.
Change the Specifics of the Conversation: The agent has default behaviors for asking questions and the number of questions asked. To change the default behavior of the agent, customize the Initial Outreach subagent to include explicit instructions to ask for them.
Create a Coaching Scenario: A coaching scenario represents an end-to-end coaching session where a rep practices a skill, through a presentation or role-play. Agentforce Sales Coach evaluates the session and provides feedback based on the rep's performance. Create custom scenarios for targeted practice and refinement of core skills such as overcoming objections, handling difficult customer conversations, and more.
Customizing Agentforce Sales Coach: Agentforce Sales Coach comes ready to coach sales reps on an active Opportunity. Make the experience more impactful by customizing the Opportunity coaching scenarios with your sales stages and best practices. Additionally, create custom scenarios that target the types of behaviors and skills you want to coach your reps on.
Agentforce Sales Coach Overview: Get a high-level overview of what Agentforce Sales Coach is, how it works, and how it can support reps to thrive in their roles.
Agentforce Sales Coach Feedback for Ready-To-Use Scenarios: The Sales Coach agent provides reps with feedback based on the criteria established in prompts templates. To get started, the agent offers specific prompts for default opportunity stages that align and provide the large language model (LLM) with stage-specific criteria to look for. Review the prompt templates and referenced Customer Responsibility Matrix data, and update the instructions to reflect your selling guidance and stages.
Agentforce Sales Coach: Empower your team to engage with customers more effectively using Agentforce Sales Coach, a personal AI coach integrated into Salesforce. Agentforce Sales Coach provides personalized coaching and feedback in real time to improve user interactions. It analyzes communication within Salesforce object records to give clear, actionable insights, and prepares reps for challenging conversations through interactive role-playing.
Agentforce Sales Coach Permissions: Agentforce Sales Coach includes multiple permission sets based on a user’s persona and responsibility. The permission sets include individual user permissions and object permissions.
Get Started with Ready-To-Use Scenarios: Agentforce Sales Coach includes a set of ready-to-use scenarios designed to help reps practice and improve their skills.
Agentforce Sales Coach Grounding with RAG: Use retrieval augmented generation to ground Agentforce Sales Coach prompt templates with accurate, current, and pertinent information to improve the relevance and value of the agent’s role-play and feedback.
Sample Transcripts for Agentforce Sales Coach: Copy and paste these sample transcripts into Prompt Builder and Agentforce Builder when testing any customizations made to Agentforce Sales Coach.
Agentforce Sales Coach Scenarios: A coaching scenario simulates real-world situations, giving users a risk-free environment to practice, improve, and build confidence. These realistic interactions reflect common challenges, with step-by-step guidance from the Sales Coach agent to help users strengthen their skills and strategy.
Set Up Agentforce Sales Coach: Turn on the required features and assign the permissions to begin setting up Agentforce Sales Coach. When you’re done, move on to Agentforce Builder to finish creating and activating Agentforce Sales Coach.
Build and Activate Agentforce Sales Coach: Finish setting up Agentforce Sales Coach by creating an agent in Agentforce Builder. Before you get started, make sure you’ve completed the steps in Set Up Agentforce Sales Coach.
Making Sure Your Rep’s Pitch Aligns to Your Criteria: View an example of how to customize Agentforce Sales Coach to help a sales rep deliver a pitch that highlights key value-driven keywords, aligning with customer priorities.
Agentforce Sales Coach Components: Before you begin customizing Agentforce Sales Coach, make sure you understand the components that define and make our agent functional.
Agentforce Engagement: Agentforce Engagement lets sales teams generate and nurture their leads autonomously. Capture visitors to your web site as new leads via web chat and nurture those leads and other prospects via email. Built from the Lead Generation and Lead Nurturing agent templates, your agents can capture and incorporate lead details, answer questions, book meetings, and hand off to sales reps. Use these agent templates in tandem or individually depending on how your sales team works.
Include Engagement Signals in Your Qualification Evaluation: Engagement signals, if configured by your company, can be important data points for your agent to use when rating a lead, contact, or a person account. Update the Qualified record prompt in Prompt Builder to include references to engagement signals and history.
Agentforce Engagement Billing and Usage: Agentforce Engagement use generative AI and Data Cloud to ingest, store, and process data. You’re billed in these categories for metered usage when you use Agentforce Engagement.
Sales Agents Roles and Responsibilities: Learn about the business roles and responsibilities that enabe, manage, and use sales agents and which permissions are required for each role.
Agentforce Prospecting Billing and Usage: Agentforce Prospecting uses generative AI to ingest, store, and process data. You’re billed in these categories for metered usage when you use Agentforce Prospecting.
Turn On Agentforce Prospecting: Agentforce Prospecting automates prospect research and generates a prioritized list of prospects so sales reps can focus on growing relationships and closing deals.
Qualify Your Leads with Agentforce Qualification: After a web chat or the conclusion of the email outreach, the Qualification Agent updates the lead record with a rating. The Qualification Agent also generates a summary that includes the rationale for the rating and a suggested action for the sales rep.
Agentforce Sales Coach Billing and Usage: Agentforce Sales Coach uses generative AI and Data 360 to ingest, store, and process data. You’re billed in these categories for metered usage when you use Agentforce Sales Coach.
Agentforce Sales Management Billing and Usage: Agentforce Sales Management uses generative AI and Data 360 to ingest, store, and process data. Agentforce Sales Management includes multiple features and consumption billing can vary by feature.
Manage Sales Users’ Access to Einstein Features: Einstein Opportunity Scoring, which is part of the Sales Cloud Einstein product suite, is available to eligible customers at no extra cost. Access is available through the Sales Cloud Einstein For Everyone permission set. Review who has access to the permission set, what’s included, and how to manage user assignments.
Set Up Einstein Opportunity Scoring for Sales Users: Einstein Opportunity Scoring, which is part of the Sales Cloud Einstein product suite, is available to eligible customers at no extra cost. Turn on Einstein and we take care of the rest.
Discover and Set Up Sales Features with Salesforce Go: Explore, set up and configure, and monitor feature usage in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration. Discover more Sales features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go.
Set Up Agentforce Sales ChatGPT App (Beta): To bring your Salesforce data into ChatGPT so your sellers can research, strategize, and close more deals, set up the Agentforce Sales ChatGPT App.
Agentforce Sales ChatGPT App (Beta): The Agentforce Sales ChatGPT App gives your sales team a single view to update Salesforce records, research leads and accounts, and plan sales strategies.
Sales Basics: Generate the best leads, manage opportunities through the sales pipeline, and cultivate relationships with existing accounts. Plus, forecast revenues, set up sales territories, and organize your reps into selling teams.
Einstein Features in Sales: Many Sales features use AI and machine learning. Review which features are best for you, and see the license requirements for each feature.
Artificial Intelligence and Sales Cloud: AI makes the sales process smarter at every step. Salesfore’s AI technology—Einstein—automates data entry and predictive analysis so you can make every selling moment count.
Learn About, Implement, and Optimize Sales Features: Agentforce Sales (formerly Sales Cloud) provides everything for the sales side of your business. Get started configuring Salesforce so your sales teams can generate the best leads, manage opportunities through the sales pipeline, and cultivate relationships with accounts. Plus, help your sales leaders forecast incoming revenue and manage sales territories.
Capture ROI with Campaigns: Organize and track your marketing efforts with Salesforce campaigns. When you align your campaign structure to your business processes and strategies, you can report ongoing marketing performance and ROI across activities and segments.
Contact Roles: Contact roles specify the part that each contact plays in an account, case, contract, or opportunity. When you use contact roles, your sales team always knows who to contact and when.
Digital Engagement for Sales: Sales reps who use the Lightning Sales Console can use digital channels to stay in touch with prospects. Digital channels include multiple types of messaging apps and chat. Plus, Omni-Channel lets sales managers route communications to the right sales team. Sales Engagement users can use digital channels from the workflow queue. Learn about the digital channels that are available for the Sales Console.
Get AI-Generated Summaries of Accounts, Contacts, Leads, and Opportunities: Harness the power of generative AI to help sales teams access key information about essential records. With Einstein Summary, sales reps can get up to speed, stay up to date, and better prepare for customer conversations. They don’t have to manually sift through details or leave the record page so they can save time and effort.
Contact and Lead Imports: If you have permission to import data, you can import up to 50,000 contacts and leads at a time by using a CSV file and a simplified import flow. If you have access to the Data Import Wizard, or are part of an Einstein Activity Capture configuration that allows contact syncing, you can select the method you want to use at the time of import.
More Sales Features: Locate documentation for earlier versions of features we've upgraded.
Manage Accounts and Contacts: Track the people and companies you do business with. Store information, collaborate on accounts, access the records you need.
Manage Contacts: Understand the basics of contact records, including creating and deleting, merging duplicates, and sharing contacts with others.
Manage a Sales Team: Forecast sales based on your opportunity pipeline, set up sales territories, and organize reps into selling teams. Split revenue and credit for deals even if you use multiple currencies. Use Path and WDC to help reps follow your business process and increase performance.
Add and Manage Opportunity Contact Roles: To specify the part that each contact plays in a deal, add contact roles to your opportunities. For example, at AW Computing, Mary Smith evaluates all proposals and then forwards them to Tom Jones for a final decision. In the opportunity record for AW Computing, you designate Mary Smith as the Evaluator and Tom Jones as the Decision Maker. Then, you know who to contact first.
Opportunity Contact Roles: Opportunity contact roles specify the part that each contact plays in a deal. When you use and customize opportunity contact roles, your sales team knows who to contact and when.
Opportunity Contact Role Fields: Opportunity Contact Roles define the role that a contact or person account plays in a deal. Depending on your page layout and field-level security settings, some fields may not be visible or editable.
Set Up and Customize Opportunity Contact Roles: Opportunity contact roles let your sales team know who to contact and when for each deal. In Lightning Experience, you can give your sales reps even more insight into their opportunity contacts by customizing the opportunity contact role object.
Set Up and Customize Opportunity Contact Roles in Lightning Experience: Opportunity contact roles let your sales team know who to contact and when for each deal. In Lightning Experience, you can give your sales reps even more insight into their opportunity contacts by customizing the opportunity contact role object. Create custom fields and buttons, and determine how page layouts appear to your sales reps. Use triggers and validation rules to tailor the opportunity contact role to your company’s requirements.
Organize and Find Records Easily with Personal Labels: Apply your own labels to records to help you organize, track, and find the records you need quickly and easily. Add labels to records related to a region, project, campaign, or anything else that helps keep work organized. Labels that you add to records are separate from labels added to To Do List items.
Showing Customers and Prospects on a Map: Let your reps identify customers and prospects on a map. That way, your reps can better plan their routes with fewer miles and set up appointments with fewer gaps in their schedules using Salesforce Maps Lite.
Resolve Latitude and Longitude Discrepancies: Unblock your reps so that they can plan for in-person and virtual visits when they identify accounts, contacts, and leads on a map using Salesforce Maps Lite. If your reps can’t plot records, or the records appear in the wrong locations, you can help resolve any geographical location issues.
Visualize Customers and Prospects on a Map: Keep reps focused on meeting and exceeding sales targets as they plan for in-person and virtual visits with accounts, contacts, and leads in key geographic areas with Salesforce Maps Lite. Identifying customers and prospects on a map helps your reps better plan their routes with fewer miles and set up appointments with fewer gaps in their schedules.
See an Overview of Metrics, Goals, Suggestions, Tasks, and Activities in Seller Home: Sales team members can start their day with a bird’s eye view of their business. Seller Home shows users an overview of their opportunities, accounts, leads, and contacts, along with their day’s agenda. Seller Home also lets users set goals and track progress and view their to-do items, recent records, and contact suggestions from Einstein.
Set Up Contacts: Contacts are great, but when you add basic contact features such as sharing rules and hierarchies they're even better.
Turn Opportunities into Deals: Move opportunities through the sales process, and track exactly what you're selling and for how much.
Increase Global Pipeline and Forecast Visibility with Data 360: Use Sales and Data 360 together to see all your revenue predictions and to track different types of income, such as sales, billing, and ad purchases. Compare your forecasts with actual results to make smart adjustments for more accurate forecasts, engage with the right customers to close deals, alter account strategies, and boost your pipeline to meet your sales goals.
Automate Sales Outreach with a Buyer Assistant: Generate leads, deliver personalized conversations, and close deals faster with a buyer assistant. Buyer Assistant bots transform the web-to-lead experience and help your sales team sell more. Each buyer assistant includes CRM-powered dialogs and automation flows that help it to connect with customers. A buyer assistant can pitch your products’ value after business hours, notify relevant team members when a customer is chatting, intelligently route leads to your sales team, and schedule customer meetings for your sales team. After creating a buyer assistant bot, you can personalize the conversation experience and adjust the built-in flows to meet your business needs. Get your buyer assistant up and running quickly using the guided onboarding experience.
Let Your Sales Team Connect with Customers: Get your sales team ready to chat with customers. Create a Messaging Session record page so that your team can manage conversations and live chat from one place. And create a custom Messaging Session compact layout so your team members can see relevant information about incoming chats in their Omni-Channel widget.
Help Your Team Manage Sales Conversations: Let your sales team manage conversations and live chat from one place. Create a Messaging Session record page that contains conversation and customer record components. Then create a compact layout so your team can see more information about incoming chats in their Omni-Channel widget.
Personalizing the Conversation Experience: Buyer Assistant bots include building blocks that help them navigate conversations and perform tasks. Learn about the different parts of your buyer assistant and start personalizing them.
Route Customers to Your Sales Team: Distribute incoming messages among available sales team members using a conversation queue, let your Buyer Assistant bot route conversations to team members, and add an Omni-Channel flow to your bot’s actions.
Setting Up a Buyer Assistant: Add a buyer assistant to your website quickly with a guided onboarding experience. We help you create and personalize your Buyer Assistant bot, enable required features, and set your bot up for success. To get started, go to the Buyer Assistant page in Setup.
Gather Customer Information Using Pre-Chat: Add custom fields to your pre-chat form to store your chatting customer’s local and time zone information. Then you can auto-fill these hidden pre-chat fields when the conversation begins.
Adjust Forecasts: Forecast managers can adjust forecast totals for themselves and their immediate associates. Associates can adjust their own forecasts and those of subsequent products or services, depending on the defined ownership.
Adjust Forecasts Based On Total Value: Configure adjustments to automatically adjust forecasts by a percentage of the total value for the selected upcoming periods.
Increase or Decrease Forecasts for Upcoming Periods: Increase or decrease forecasts by a percentage based on the forecast value you want to adjust for the selected upcoming periods, starting from the next period.
Forecast Your Consumption Revenue: Use Consumption Forecasts to view and predict revenue for a consumption-based business within a specific timeframe. The forecasts page consists of various forecast types, each providing a consolidated view. These forecasts display totals and subtotals of consumption amounts, organized by forecast rollup and time period. Forecasts can include adjustments made by forecast managers to their associates' forecasts and by associates to their own forecasts.
Set Up Consumption Forecasting: Use this step-by-step guidance to start forecasting your consumption-based businesses. Make sure you enable Salesforce Forecasting and Data 360 in the same Salesforce org.
Give Users Access to Consumption Forecasting: Give your users access to the Consumption Forecasting feature by assigning a permission set license and permission set to them. With this license, users can view and interact with consumption-based forecast types.
Set Up the Agentforce Sales Agent for Gemini (Beta): Integrate your Salesforce org with Gemini Enterprise, so your sellers can research leads and update records inside Gemini. This single-view access equips sellers to plan strategies and close deals faster without switching between two workspaces.
Agentforce Sales Agent for Gemini (Beta): Give your sales team a single view to update records, research leads and accounts, and plan sales strategies with data in Gemini.
Get Started with Sales: Learn about sales-related features and set up your sales teams for success so they generate the best leads, manage opportunities through the sales pipeline, cultivate relationships with accounts, and manage sales operations across your organization
Sales Insights: Sales Insights is a data-driven sales solution that unites Tableau Next dashboards and analytics with an easy-to-visualize view of your sales organization. Sales Insights includes Tableau Next and customer engagement features packed with customer data to help sales teams win deals with confidence.
Configure the Sales Insights Admin Permission Sets: Steps 4 and 5 for setting up Sales Insights is to confirm that the correct permission sets are assigned to the admin user. To manage Sales Insights, the Tableau Included App Manager permission set and the Data Cloud Architect permission set are both required.
Create the Sales Insights App: Step 6 for setting up Sales Insights is to create the Sales Insights app. Follow on-screen instructions that allow you to specify the data to use and the data space where to install your app.
Sales Insights Dashboards: Sales Insights helps sales teams make fast decisions to improve ROI in every part of the sales cycle. Use Sales Insights to help sales teams gain performance insights to build stronger pipelines and generate more revenue.
Sales Insights Historical Trend - Forecast: The Historical Trend - Forecast dashboard provides a comprehensive view of your forecast performance, pipeline health, and revenue opportunities over time. Use the Historical Trend - Forecast dashboard to track forecast accuracy, monitor pipeline velocity, identify at-risk deals, and analyze revenue upside potential.
Install the C360 Semantic Model: Step 3 for setting up Sales Insights is to verify that the C360 Semantic Model is installed. The C360 Semantic Model is a unified semantic model that serves as a central foundation to define and manage metrics derived from standard Salesforce objects. It defines the relationships between Sales Insights objects.
Deploy the Data Kit(s) for Sales Insights: Step 2 for setting up Sales Insights is to deploy the data kits for the data you want to use. You have the option to base Sales Insights upon Opportunity-based data, or if you have enabled Forecasting in your org, you can base Sales Insights upon Forecasting data.
Sales Insights Lead Analysis: Use the Lead Analysis dashboard to better understand your lead conversion rate, where your leads are coming from, how quickly the leads are converting, and which activities are generating opportunities.
Sales Insights Leaderboard: Get all the details you need for sales success from the Sales Leaderboard. You can see how your team is performing, which opportunities are stuck, and overdue activities. At a glance, you quickly understand your top open opportunities, the most recent opportunity changes, and the opportunities that need attention.
Monitor, Update, and Delete Sales Insights Apps: Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage statistics, and update and delete apps.
Row-Level Security Example Based on Manager Hierarchy: This policy is used in organizations where reporting structure is managed by a specific Manager field rather than the formal Role Hierarchy. This also relies on the specialized hierarchy operator.
After Setting Up Sales Insights: Optional procedures, tips, and more information to optimize your Sales Insights experience.
Add Row-Level Security with a Data Governance Policy: Before you set up Sales Insights, you must create a role hierarchy to define your sales teams and the data each role can access. Review the example pages for how to configure policies.
Row-Level Security Example Based on Role Hierarchy: This policy leverages the Salesforce Role Hierarchy to allow managers/supervisors to view not only their own records but also the records belonging to their subordinates. This capability uses the specialized hierarchy operator in Data 360.
Sales Insights Sales Performance: The Sales Insights Sales Performance tab shows how your sales are trending over time. Compare by team member, month, or quarter to see whether sales are trending up or down.
Semantic Models in Sales Insights: Sales Insights uses three semantic models that work together to provide analytics capabilities while enabling customization. Understanding the three-layer semantic model structure helps you customize your analytics while preserving the core Sales Insights functionality.
Enable and Configure Sales Insights: Overview the steps to get started with Sales Insights. The steps here reflect the Sales Insights Setup page, where you have a guided experience to lead you through the process. For more information about any of the steps, click the Learn More links included here.
Set Up Sales Insights: Give your sales teams access to Sales Insights dashboards and analytics. Make sure to enable other relevant features to get the most out of Sales Insights.
Sales Insights Sales Stage Conversion: Dive into the details of your pipeline using stage conversion analysis. You can answer questions such as, how is our conversion efficiency, and where could we do better? You can see what percentage of pipeline progressed to close from this stage on the same day of this last period. You can understand what is the average conversion rate for open opportunities for the selected stage.
Sales Insights Sales Stage Progression: Sales Stage Progression shows how deals move through stages of the sales process and if deals are moving smoothly. It also reveals bottlenecks and exposes at-risk opportunities.
Sales Insights Team Performance: Quickly identify opportunities for managers to coach or representatives to work on performance. See details, such as the average win rate, open pipeline, activities completed, or quota attainment for Sales Insights with Forecasting. You can select four KPIs to compare side-by-side at a time.
Troubleshoot Sales Insights Enablement: When enabling Sales Insights, a few common errors can occur. You may have the wrong objects or custom objects. You may have Org configurations that are incompatible with the requirements of the app. The following sections can help you troubleshoot these common issues.
Configure Sales Insights User Permission Sets: Steps 7 and 8 for setting up Sales Insights are to confirm that the correct permission sets are assigned to your Sales Insights users. To view Sales Insights dashboards, every user needs both the Tableau Next Limited Consumer permission set and the Data Cloud User permission set.
Building and Developing Sales Teams: Building a successful sales team hinges on implementing processes that foster a collaborative team environment. By standardizing training strategies, establishing successful and repeatable sales processes, and encouraging teamwork, your sales team is set up for success.
Finding and Qualifying Leads: Prospective customers come from personal connections, interested parties viewing your website, imported data from external resources, marketing campaigns, and anywhere in between. It can take time for an interested party to become a purchasing customer. Focus your efforts on the prospects who have a genuine interest and need for what you sell.
Nurturing Relationships and Winning More Deals: With strong relationships and in-depth customer research, sales reps are more likely to understand a customer’s needs and requirements and to become a trusted advisor in the sales process. Engaging with customers and building rapport increases the likelihood of winning deals and builds a long-term relationship for potential repeat business and referrals.
Retaining and Growing Customers: Relationships with customers don’t end after the deal closes. After fulfilling the sale, continued engagement with customers helps build lasting relationships, ensures customer satisfaction, and keeps the doors open for future sales. By staying in touch, sales reps can gather feedback, offer support, and keep your company visible for future sales and referrals.
Strategizing Sales and Managing Sales Operations: Sales operations, managers, and leaders work to set sales goals, analyze open pipeline, forecast potential sales, review performance indicators, and identify areas for improvement in their company’s sales cycle. With a strong foundation and planned process, your sales organization operates efficiently and effectively to achieve your company’s sales targets.
Grow Your Business with Sales Features in Salesforce: Explore the tasks, products, and feature areas that elevate your entire team’s performance, including sales reps, sales leaders, managers, and operations personnel.
Seller-Focused Mobile Experience: Seller-Focused Mobile Experience helps you easily track and update accounts, contacts, leads, and opportunities while on the go. Keep deals on track by quickly finding the information you need, making calls, sending emails, and seeing and acting on upcoming tasks and events in the activity timeline. And Agentforce makes all of that work even easier.
Customize Seller-Focused Mobile Experience: The Mobile Builder for Seller-Focused Experience is a point-and-click tool that lets you add native pages for custom objects and customize the layout of record home pages in the app.
Requirements for Seller-Focused Mobile Experience: Seller-Focused Mobile Experience is available for use in the Salesforce Mobile app. It’s available for most Salesforce editions and user license types. The app is supported on various mobile platforms, both phone and tablets, with some minimum operating system requirements.
Use Agentforce With Seller-Focused Mobile Experience: You never have to fly solo, since Agentforce is always right there to help. Tap on the Ask Agentforce button and through voice or text input, ask Agentforce to find and summarize records for you, and even to generate emails.
Create a Quick Action: A Quick Action performs a specific action in Salesforce, such as creating or updating a record. Quick Actions can help streamline your users’ experience. For example, you might need to update a lead status while on the go. Why bring up the full edit screen when you can create a quick action to update just the lead status?
Create Configurations for Mobile Builder for Seller-Focused Experience: To use the Mobile Builder for Seller-Focused Experience, you create an app configuration and then create object configurations within it. To customize the app for your users, you can add as many object configurations as you need.
Work with an App Configuration: After you create an app configuration, you can easily change its style, function, or assignment.
Momentum from Salesforce: Capture calls and emails, automate data entry, and transform everyday conversations into actionable customer intelligence. Momentum integrates with your existing tools by using AI and automation to extract and synthesize data so your team can drive revenue and accelerate sales cycles.
Sales Performance Management: Craft sales plans that account for segmentation, territories, and quota targets and attainment with input and accountability from sales operations, managers, and reps—all in one place. And align compensation plans with your company’s business objectives so that you attract and retain the best sales talent.
Sales Pipeline Visibility and Forecasting: Track your team's revenue performance, predict future outcomes, and spot deal risks before they impact your forecast and your bottom line. Learn about the tools sales managers and revenue operations teams use to maintain pipeline accuracy and make confident commit decisions for their sales teams.
AI Solutions for Sales Pipeline Visibility and Forecasting: Bring AI into your workflows to help sales teams prioritize the right deals and give managers the confidence to make accurate forecast commits. Agentforce agents act on opportunities by reviewing activity data and suggesting field updates. Predictive AI features generate deal scores and insights from your historical patterns.
Sales Planning: Define sales strategies with input from key stakeholders. Design sales plans that reflect your company’s unique segments, territories, and quota targets in one place.
Sales Planning Basics: Align sales goals with organizational growth with Sales Planning. A sales plan consists of a data source from Salesforce or other proprietary and third-party sources that you connect and includes a product hierarchy, goals, targets, and milestones.
Configure Goals: Set up a goal's target type to control how to show values across territory planning, quota planning, and segment views.
Convert Country Names to Codes: Ensure accurate unit assignments to boundaries when you replace country names with codes in Territory Planning live datasets by updating a recipe. Without country codes, your sales plans can include inaccurate assignments.
Add Country Codes to Alignments: Plan territories with more accuracy when you add country code attributes to your units in Territory Planning.
Bulk API Behavior for Data Cloud Sources in Territory Planning: Territory Planning uses a combination of Apex, REST, and Bulk API calls based on your Data Management settings. Use this reference to understand when Bulk API applies to Data Cloud sources and how to estimate the storage that your plans consume.
Goal Configuration in Sales Planning: Goals in Sales Planning control how Sales Planning shows target values across territory planning, quota planning, and segment views. For revenue-based metrics, Sales Planning shows targets as currency. For count-based metrics, targets display as plain numbers.
Identify Goals and Set Targets in Sales Planning: Add goals to the sales plan, and specify target values for each goal. Typically, finance users set high-level guidance and then sales or sales operations personnel set specific targets for their teams.
Sales Planning Setup: Determine your company’s growth potential when you define sales strategies that include sales teams, targets, and assignments by using a single source of truth.
Create a Sales Plan: To get started in Sales Planning, create a plan and select a data source, then specify product hierarchy, product seasonality, goals, targets, and milestones. Share the plan with other users so your team can collaborate on the planning process.
Set Up Product Hierarchy and Product Seasonality in Sales Planning: An effective sales plan depends on aligning your company’s important products with your seller strategy. In Sales Planning, set up a product hierarchy and specify seasonality for the products that your team sells. Seasonality represents the emphasis placed on a particular product during a certain time of year. For example, seasonality can increase in the last fiscal quarter. A product hierarchy also helps with Quota Planning.
Preparing for Sales Planning: Get systems, processes, and people in place before you import data and create your plans in Sales Planning.
Turn On Data Pipelines and Set Up Data Templates: Give stakeholders who participate in the planning process authority to create and update key components of Sales Planning through Salesforce Data Pipelines.
Creating Datasets: Create datasets with Salesforce data so that you plan for segmentation, territories, and quota targets in Sales Planning.
Considerations for Creating Datasets: Make sure that your datasets include data in the correct formats so that your planning processes run smoothly in Sales Planning.
Install Sales Planning: Access the Sales Planning and Territory Planning managed packages and then install them before you grant your stakeholders permissions.
Designate an OAuth User: Assign yourself or a colleague as the OAuth user. Sales Planning processes data management and optimizations through the OAuth user. That way, nobody’s affected during intensive system processing.
Establishing Permissions for Sales Planning: Authorize teammates for administering Sales Planning, managing sales plans, and contributing to or viewing areas of sales plans.
Assign Licenses and Permissions for Sales Planning: Give teammates the authority to administer sales plans, manage sales plans, design territories, and edit or view specific areas so that they can participate in the end-to-end sales planning process.
Roles, Permissions, and Allocations: Determine each team member’s level of authority based on their roles and responsibilities. And anticipate query allocations in Sales Planning.
Add Trusted IP Ranges to the OAuth User’s Profile: If your org enforces IP restrictions, add the trusted IP ranges to the OAuth user’s profile so that your org can reach the backend services required by Sales Planning and Salesforce Maps products.
What’s Sales Planning?: Align sales teams with leadership targets using Sales Planning as your single source of truth. Give stakeholders a workspace for creating, collaborating on, and activating sales plans that give your company a competitive advantage.
What’s Legacy Sales Planning?: Align sales teams with leadership targets using Legacy Sales Planning as your single source of truth. Give stakeholders a workspace for creating, collaborating on, and activating sales plans that give your company a competitive advantage.
Sales Productivity: Explore features that are designed to increase seller and sales team productivity.
Resources for the Sales Professional: In addition to Salesforce Help, Salesforce creates guides and tip sheets to help you learn about our features and successfully administer Salesforce.
Create an Agent Quick Action for Signals: Help sellers easily hand off tasks to an agent without leaving Sales Workspace. Build an action that opens the Assist panel for a specific agent to process a suggestion.
Choose the Action for a Custom Signal: Direct your sales team’s next steps by defining the actions they take on custom signals. Every signal in the feed shows one action button, and for a custom signal, you decide which action that button runs.
Show Your Own Signals on Sales Workspace: Help your sales reps work more efficiently by surfacing signals specific to your operating model. Write custom recommendations using a Flow or Apex job so that sellers get guidance that matches the way your teams sell.
Connect Salesforce to Your Email and Recording Providers: To let EAC and ECI tools access your teams’ email data, calendar data, and meeting recordings, connect Salesforce to your company's email and call recording systems. The essential activity data from EAC and ECI is fed into Sales Workspace to show sellers actionable insights.
Enable Data Cloud Salesforce Connector Permissions: To show quota attainment metrics in Sales Workspace, enable the View All Forecasts permission in the Data Cloud Salesforce Connector permission set.
Get Ready to Use Sales Workspace: Connecting your email and calendar allows Sales Workspace to sync your activities, helping to automate CRM updates and provide a complete view of your customer interactions.
Grant Sales Users Access to Sales Workspace: To use Sales Workspace, sales users need specific permissions, which are assigned through the Sales Workspace permission set group. The Sales Workspace go page lets you assign it quickly.
Guide Your Day with Sales Workspace: Use Sales Workspace to monitor key performance metrics, get AI-driven recommendations for your next steps, and act on them directly from your home page. This single, consolidated view helps you prioritize the right activities to hit your quota, build pipeline, close deals faster, and grow customer relationships more effectively.
Sales Workspace: Focus on what matters most with a guided, AI-driven workspace that surfaces key insights and recommends the next best actions. Sales Workspace replaces the traditional Seller Home and provides a unified view of important metrics and prioritized, AI-driven tasks. With this intelligence, sales teams can spend less time figuring out what to do and more time building relationships and closing deals.
Learn About Sales Workspace Permissions: Understand the permissions you need to set up Sales Workspace and the permissions your sales users need to access it.
Manage Your Prioritized Signals: To help you focus on the work that matters most, Sales Workspace shows sellers a prioritized feed of signals. Each entry in the feed shows a signal, contextual details such as the related record, and the suggested action to take.
Create an Opportunity Revenue Forecast Type: To show sellers their key performance insights on the Sales Workspace page per forecast period, create an opportunity revenue forecast type.
Post About an Escalated Case in Slack: Identify and address risk on important accounts and opportunities by reviewing escalated case insights directly on your home page. Start or continue a Slack conversation about an escalated case without leaving your Sales Workspace feed, so that you can quickly get ahead of a risk to your deal.
Report on Signals Performance: See which signals your sellers act on and which ones they dismiss, so that you can improve the guidance that Sales Workspace gives them.
Set Up Data Governance for Sales Workspace: To give your sales users access to the data they need while restricting access to other data, add the Sales Workspace Data Governance permission set to the Sales Workspace permission set group.
Set Sales Workspace as the Home Page: Let your sales team use the Sales Workspace page to track performance, view agent activity, and act on recommendations in one place.
Take Actions on Signals: Depending on the features turned on and the permissions you have, the suggested actions for a signal can differ. Click the suggested action to complete it, either manually or by routing the action to an agent.
Track Your Agents’ Activities: Stay informed about the automated actions taken on your behalf to help you achieve your sales goals.
Turn On Sales Workspace: Turning on Sales Workspace also turns on Einstein Activity Capture (EAC) and Einstein Conversation Insights (ECI) and assigns admin the Tableau Next Admin permission set.
Turn on Recommendations for Your Sellers (Optional): To recommend sellers the next best actions in Sales Workspace to meet their sales goals, turn on Agentforce Lead Nurturing and Agentforce Sales Management. This step is optional.
Understand Key Metrics in Sales Workspace: Use key metrics in Sales Workspace to see how you’re progressing toward your goals and where to focus next. Each metric gives you quick insight into quota progress, leads converted, and account engagement. Recommended actions help you turn these insights into results directly from your workspace.
How Record Creation and Updates Work in Salesforce in Claude (Beta): Learn how record creation, editing, permissions, and validation rules function when managing records in Salesforce in Claude. Record creation and editing in Salesforce in Claude is supported for specific standard objects and all custom objects. Records must use page layouts or Dynamic Forms.
Data Quality Guidelines: To ensure that sales and service reps get the best routes to make their trips efficient, use the best quality data in Salesforce Maps Advanced.
Fine-Tuning Your Routing Implementation: To streamline your business processes, refine your routing implementation after you set up Salesforce Maps Advanced and create a visit plan. For example, create predefined visit windows for chains and franchises and then share them with your reps to apply to their accounts.
Verify That Scheduled Batches Are Running: If you're unsure whether your Salesforce Maps Advanced data is being kept up to date through scheduled batches, check the status of the scheduled job in Setup.
Track Route Optimization Status: As a manager, monitor the progress of your reps’ route optimization by using the Maps Advanced Route Template User object. Verify the last time that your reps' routes were optimized in Salesforce Maps Advanced, and identify errors.
Check Optimization Status in Your Calendar: As a rep, monitor the progress of your route optimization through your Salesforce Maps Advanced calendar. Check the last time that your routes were optimized and identify errors.
Prevent Certain Events from Appearing on Schedules: Reduce the noise and show only the things that matter when you schedule appointments in Salesforce Maps Advanced. Flag private and all-day events that you don’t want to schedule.
Create Shared Visit Windows for Individual Routable Object Records: Help your sales reps save time and honor customers’ visit windows by creating shared visit windows for chains and franchises. For example, as a sales and service operations manager, you create windows in Salesforce Maps Advanced that restrict visits to begin and end during certain time frames. Your reps apply those visit windows to the accounts that they sell to and serve.
Set Up Visit Window Selection for Specific Routable Object Records: Make it easy and intuitive for your reps to link a visit window to a customer by creating a lookup relationship and a menu option on the record page layout. If reps don't set visit windows at the record level, then Salesforce Maps Advanced uses the visit window in the visit plan when generating routes.
Implementing Salesforce Maps Advanced Routing: Install and configure Salesforce Maps Advanced routing so that sales and service managers support their reps with optimized routes, visits, and schedules.
Preparing for Routing Automation: Get systems, processes, and people in place before you create visit plans in Salesforce Maps Advanced routing. Before you begin, confirm that you installed Salesforce Maps and gave users access to it and to Salesforce Maps Advanced.
Designate an OAuth User for Route Optimizations: Assign yourself or a colleague as the OAuth user. Salesforce Maps Advanced processes route optimizations through the OAuth user on Salesforce Maps servers. That way, no one is affected during intensive system processing.
Creating a Custom Output Object for Visits: Set up Salesforce Maps Advanced to create events on reps’ calendars as the output of creating routes. If you don’t want to use events to represent visits, create a custom output object. For example, you can create a custom output object based on visits in Consumer Goods.
Create a Custom Event: To ensure that your custom object’s records appear on your reps’ schedules in Salesforce Maps Advanced, create a custom event.
Create a Custom Routable Object: Salesforce Maps Advanced comes with the following standard routable objects: accounts, cases, contacts, leads, and opportunities. If you want to use a different object containing location data for your customers, create a custom routable object.
Creating Visit Plans: In Salesforce Maps Advanced, sales and service managers create visit plans that contain the input for reps’ routes.
Select a Calendar Object for Output: In Salesforce Maps Advanced, standard event or custom object records are the output from route generation. For example, if the Event object is the calendar object, then events appear on your reps' calendars after reps generate routes.
Visit Plans Checklist: Before you create a visit plan in Salesforce Maps Advanced, make sure that you have the data and criteria you need, such as custom objects.
Review and Save Your Visit Plan: After you specify all your visit plan requirements and settings, review and save your plan. After you save it, assigned users receive an email instructing them on how to generate routes in Salesforce Maps Advanced.
Creating and Prioritizing Datasets: In Salesforce Maps Advanced, a dataset is a collection of customer records containing location data for routing. Use datasets in your visit plan to determine the customers placed on routes, the reps assigned to routes, and how often customers are visited. To create routes that align with your business priorities, prioritize datasets in the visit plan.
Creating Datasets for Generating Routes: To generate routes in Salesforce Maps Advanced, every visit plan requires at least one dataset. If your visit plan has customer groups with different visit requirements, create additional datasets that represent those customers. For example, you have reps who visit both leads and accounts, so you create separate datasets that represent them in your visit plan.
Select Routable Records and Assign Users: In your Salesforce Maps Advanced dataset, select the records you want to route and indicate the field to determine the user responsible for visiting customer locations. For example, an account rep or merchandiser user.
Specify Default Output Record Values: To create more comprehensive, detailed output records, specify default field values for the records that the visit plan creates in Salesforce Maps Advanced.
Accommodate Prescheduled Visits: If reps have appointments on their calendars that Salesforce Maps Advanced didn’t generate, you can include them when you generate routes. Including prescheduled visits in the visit plan ensures that they count towards reps’ visit targets.
Name Your Dataset and Select a Routable Object: To generate routes in Salesforce Maps Advanced, every dataset in a visit plan requires a routable object. Routable object records represent the customer locations reps visit, such as accounts.
Specify Promotional Periods: To support customer promotions in Salesforce Maps Advanced, prioritize visits to customers within a particular timeframe. This timeframe is in addition to the visit frequency requirements specified in the dataset. By default, one additional visit is scheduled to the customer location during the promotional window.
Show Waypoint Tooltips on Maps: When reps view their routes in Salesforce Maps Advanced, you can display additional information in waypoint tooltips. Waypoints are output records, such as visit records, that appear on reps' schedules and routes.
Prioritize Datasets in Salesforce Maps Advanced: You can prioritize certain customer visits over others, which increases the likelihood that they’re scheduled sooner and reps meet visit targets earlier. For example, if you have accounts that have different visit targets than leads, create a separate dataset, and make it the highest priority.
Name and Describe Your Visit Plan: The name and description of the visit plan appear on the Visit Plans page in Salesforce Maps Advanced.
Specify Visit and Optimization Parameters: Tailor routes in Salesforce Maps Advanced when you prevent scheduling more than one visit during a shift and limit the length of shifts. Specify maximum drive time between stops, and choose your preferred speed to optimize non-batched routes. Keep in mind, as a by-product of these constraints, optimizations can be less efficient and deliver fewer routes to reps.
Define Required Visit Plan Settings: In Salesforce Maps Advanced, set the route planning period and the number of routes to include when you generate routes. Also, specify how often to regenerate (optimize) routes during the planning period.
Assign Users to Your Visit Plan: You can assign users or user profiles to a visit plan to generate routes for those users. After you save the visit plan, assigned users receive an email instructing them on how to generate routes in Salesforce Maps Advanced.
The Basics of Salesforce Maps Advanced: Automate your sales and service reps’ schedules and routes for up to 3 months using Salesforce Maps Advanced. Review key use cases to get ideas for your own implementation and rollout.
Rollout Guidelines: Plan for your Salesforce Maps Advanced implementation and rollout. The better you prepare, the better your reps are able to meet with more customers in less time.
Days Between Visits: Learn how Salesforce Maps Advanced determines the dates for customer visits by using minimum and maximum days between visits.
Route Planning and Coverage for Pharmaceutical Reps: Suppose you’re a pharmaceutical sales operations manager with 25 new field reps to onboard. Use Salesforce Maps Advanced routing to create routes for the field reps’ first month, to help ensure that they meet the visit targets for the medical offices that they support. Use the following checklist to assemble your data and criteria before you generate routes.
High-Level Tasks and Roles in Route Optimization: Learn about roles in Salesforce Maps Advanced for sales and service managers and the field reps that they manage. And understand the tasks that managers and reps complete.
Complex Visit Frequencies and Windows for Consumer Goods Reps: Suppose you’re a retail sales manager using Consumer Goods to support brick-and-mortar store accounts and seasonal retail pop-up stores. It can be a challenge to balance routes to maintain customer satisfaction and meet visit targets. And you want to avoid burning out your reps. Use this checklist to assemble your data and criteria before you generate routes in Salesforce Maps Advanced.
Visit Prioritization for Restaurant Account Reps: Suppose you’re a restaurant sales manager with reps who service food and beverage accounts. In November, your region has a Restaurant Week promotion. Clients who participate in the promotion require higher visit frequencies. And Restaurant Week clients are prioritized over other clients for that week. Your challenge is to ensure that they’re prioritized without manually creating routes to optimize reps’ workload and to accommodate days off. Use this checklist to assemble your data and criteria before you generate routes in Salesforce Maps Advanced.
Data Privacy and Third-Party Interactions: Salesforce Maps uses a combination of internal Salesforce services and trusted third-party providers to provide location-based functionality.
Data Types and Information Exchanges: Salesforce Maps processes the various data types to support mapping and scheduling. Salesforce Maps treats Record and Organization IDs as ephemeral data within Salesforce S3 requests and never sends them to third parties.
Salesforce Maps: Increase customer conversions, improve revenue, and drive pipeline and lead generation. Help field reps plan for customer visits when they spend less time on the road and more time building relationships.
Considerations for Maps Mobile Enhanced: The redesigned Salesforce Maps app brings the full power of the desktop to the field. With a responsive, mobile-first design, reps can access the same features they rely on—optimized for speed and easier usage on the go.
Salesforce Maps for Managers and Administrators: Get your sales and service teams to spend more time building customer relationships and less time on the road. Salesforce Maps and Salesforce Maps Advanced help your teams sell to and serve more customers in less time and optimize routes for in-person visits.
Assign Records Automatically with Salesforce Maps: Auto Assignment assigns records to the appropriate user based on territory or proximity rules for a defined set of standard objects and custom objects.
Select Which Objects Plot in Salesforce Maps: Salesforce Maps uses objects such as Account, Case, or Lead to plot records. Add each object that you want to visualize, and map its address and coordinate fields.
Optimize Salesforce Maps Search Performance: Improve search performance for large data volumes by excluding rarely searched objects and choosing the appropriate search method (SOQL or SOSL).
Geocode Records to Plot Them in Salesforce Maps: Records plot on the map after they have a verified latitude and longitude. Salesforce Maps geocodes records by matching their address fields against a geocoding provider and writing the resulting coordinates back to the record.
Boundary Data Updates for Salesforce Maps Shape Layers: Third-party vendors provide boundary data in Salesforce Maps, such as zip codes. These vendors validate the information with governmental and administrative sources. Updates take several months to appear in Salesforce Maps.
Create a Button Set in Salesforce Maps: A button set controls which actions users can perform in Salesforce Maps. Create a set, and then assign it to a permission group.
Configure Buttons and Actions in Salesforce Maps: Control which actions users can perform by creating a button set. Assign different sets to different permission groups. You can also create custom actions that open web pages, load Lightning web components, or trigger flows directly from a map marker.
Set Up Activity Logging in Salesforce Maps: Let field users create records for leads and accounts and log visit activities from a map. A rep can use Click2Create to capture a new lead, then use Check In to log the visit on the account.
Create Folders for Organizing Layers: Store, access, and organize layers in private folders. Or with folder permissions, you can create shared folders within the Corporate folder.
Organize Salesforce Maps Layers in Folders: Organize layers in private folders. With folder permissions, you have control to create public folders within the Corporate folder, and then specify who gets access to them in Salesforce Maps.
Salesforce Maps Go-Live Checklist: Verify production readiness across five checklist categories: pre-launch readiness, testing and validation, training and documentation, change management, and ongoing maintenance.
Install Salesforce Maps: Install Salesforce Maps in a sandbox first and test it before deploying to production.
Edit a Salesforce Maps Layer: Change a layer's name, description, filters, style, or data source after you create it.
Customize Salesforce Maps: Customize the map experience for your field users. Control which buttons and actions are available, add overlays, and integrate other data sources.
Set Up Salesforce Maps: Salesforce Maps helps sales and service teams visualize Salesforce records on a map, plan and optimize routes, and capture activity from the field. Set it up by installing the managed package, giving users access, and configuring your data and features.
Salesforce Maps Advanced Setup: Reduce the time that sales and service managers and their reps spend planning customer visits. Automate schedules and routes for your reps as far out as three months. The visit plans that you create get your teammates facing more customers and driving fewer miles.
Add a Map Layer in Salesforce Maps: Add a layer to display records or geographic information on the map. Create marker, shape, and data layers to visualize your Salesforce data, define territories, and add third-party context for your field users. Save a layer in a private folder, or share it by saving it in the Corporate folder.
Salesforce Maps Mobile Settings: Users can tailor Salesforce Maps to how they work, including plotting limits, distance units, shift times, and breaks.
Show Nearby Maps in Salesforce Records and Sites: Bring context to records and sites when you add a Salesforce Maps component to page and site layouts. Select from standard maps for accounts, contacts, cases, leads, and opportunities. Or create custom maps that show the records or filtered layers of your choice.
Add Nearby Maps to Salesforce Record Pages: Embed relevant, contextual nearby maps directly in records when you add a Salesforce Maps component to page layouts in Lightning Experience.
Add Nearby Maps to Salesforce Sites: Give your customers and partners context for what’s local and relevant on nearby maps that appear directly on your sites when you add a Salesforce Maps component to site layouts.
Considerations for Setting Up Nearby Maps: Consider tradeoffs when you show your reps and partners nearby maps in Salesforce records and on sites. You can include nearby maps when you add a Salesforce Maps component to record and site layouts.
Create Custom Nearby Maps: Customize nearby maps to show the records or filtered layers that you want to appear in Salesforce records and on sites when you add a Salesforce Maps component to page and site layouts.
Embed Salesforce Maps Within Partner Sites: Support partner selling efforts when you include Salesforce Maps in your Experience Cloud sites. The added context of embedded maps helps partners identify sales opportunities and generate routes to them from shared customer data.
Create and Assign Salesforce Maps Permission Groups: A permission group defines what users can do inside Maps, such as edit fields, export data, or create data layers. Create a group and assign it to your users.
Give Users Access to Salesforce Maps: Give your users access to Salesforce Maps by assigning permission set licenses, permission sets, and permission groups.
Assign Permission Set Licenses and Permission Sets: Enable the Maps permission set licenses on each user, and then assign the matching permission set so your users can access the Maps products you purchased.
Default vs. Custom Permission Sets for Salesforce Maps: Salesforce strongly recommends using the default permission sets for most orgs. Salesforce automatically updates default permission sets with every release, so your users always have access to new features without admin intervention.
Plan Your Salesforce Maps Deployment: Confirm that you have a supported edition, the required licenses, and complete address data before you install Salesforce Maps.
Plot Layers Automatically When Reps Start a Session: Show the layers that managers and operations want to appear when reps start their sessions in Salesforce Maps. That way, your reps can jump right into their work without searching for critical details. For example, set marker and ArcGIS layers that give reps more context for sales and service work in their respective areas.
Create Polyline Layers in Salesforce Maps: Show utility lines on the map so reps can manage and respond to service calls quickly and efficiently in Salesforce Maps. Add filters that determine which polylines show up on the map, such as accounts in certain states or area codes.
Edit Polyline Layers in Salesforce Maps: Update polyline layers as your business changes and grows. Change which records you see on the map and adjust their filters, display options, and popups in Salesforce Maps.
Show Utility Lines with Polyline Layers in Salesforce Maps: Retain customers and meet expectations when you support reps’ efforts to address utility issues quickly by setting up polyline layers in Salesforce Maps. Plot spans that visualize records’ polylines and select those records when planning work, such as trimming a tree that’s interfering with transmission lines. Then use mass actions to add the line and tree’s location to a route for your service team.
Salesforce Maps Setup Reference: Learn about settings and options so that Salesforce Maps works for your reps and managers the way you intend.
Data Coverage for Salesforce Maps and Sales Performance Management: Access coverage for the data that's available in Salesforce Maps, Salesforce Maps Advanced, Sales Planning, and Territory Planning. For each country that matters to you, identify available data such as latitude and longitude coordinates, routes, and territory boundaries.
Fields for Business Data (USA): Drum up more business when you make the most of public US business data available in Salesforce Maps. Filter and plot data layers that help you identify sales and service opportunities relevant to your business efforts.
Fields for Property Data (USA): Generate more leads when you identify opportunities using public US property data available in Salesforce Maps. Filter and plot data layers that help you discover customers who can benefit from your products and services.
Salesforce Maps Routing Limits and Considerations: Keep these routing limits and considerations in mind when you build and optimize routes. Routes approaching these limits can take up to 2 minutes to optimize.
Configure Salesforce Maps Schedule: Maps Schedule works through the Salesforce Calendar and integrates with the same calendar-sync options that your org already uses.
Track Salesforce Maps Schedule Usage: Identify which events originated from Maps Schedule and report on adoption over time by adding a custom checkbox field on the Activity object.
Select a Search Method for Salesforce Maps: Choose how Salesforce Maps queries records. SOQL, the default, returns up to three records per object and works well for smaller datasets. SOSL returns a broader range of results (up to 100 records across the search) and performs better for large datasets.
Administer Timesheets and Mileage in Salesforce Maps: Maximize your reps’ time in the field when you simplify activity and distance tracking with Salesforce Maps Mileage Administration. Specify distance parameters that qualify for reimbursements and establish an approval process for timesheets.
Schedule Timesheet Creation in Salesforce Maps: Ensure that reps get access to their timesheets so that they avoid interruptions while tracking activities and distances that qualify for reimbursement in Salesforce Maps.
Access the Mileage Administration Implementation Guide: Get full details for simplifying activity and distance tracking in timesheets when your reps rely on Salesforce Maps for visiting customers. Specify distance parameters that qualify for reimbursements and establish an approval process for timesheets. Your reps then get to spend more time building business with customers and less time on administrative tasks.
Define Timesheet Periods in Salesforce Maps: Determine which days of activities to capture within your reps’ timesheets in Salesforce Maps. Then your reps can focus their efforts on customer visits instead of administrative tasks.
Create Distance Reimbursement Rules in Salesforce Maps: Track your reps’ distances that qualify for reimbursement when your reps rely on Salesforce Maps for customer visits. Your reps benefit from you automating distance tracking, because they get more time to focus on growing the business.
Add Trusted IP Ranges to the OAuth User’s Profile: If your org enforces IP restrictions, add the trusted IP ranges to the OAuth user’s profile so that your org can reach the backend services required by Salesforce Maps products and Sales Planning.
Validate That Records Plot Correctly in Salesforce Maps: After geocoding data, verify that records appear in the correct geographic locations on the map. To validate settings, plot a temporary marker layer and confirm that records appear in the expected geographic locations.
Getting More from Salesforce Maps with the Enhanced User Experience: Unlock speed and performance when you deliver the enhanced Salesforce Maps framework. With it, your sales reps save time when they plot high-volume data including ArcGIS Online layers and complex shape layers. Reps also get access to a modern and robust list view experience.
Getting to Know the Enhanced User Experience: Deliver the enhanced Salesforce Maps framework, which provides sales reps superior performance for plotting high-volume data and a modern and robust list view experience.
Considerations for Using the Enhanced User Experience: Know what to expect from the enhanced Salesforce Maps framework. It delivers dramatic performance improvements when your reps plot high-volume data including ArcGIS Online layers and complex shape layers, and it gives your reps access to modernized list views.
Enable the Enhanced User Experience: Prepare your sales reps for experiencing dramatic performance improvements when they plot high-volume data including ArcGIS Online layers and complex shape layers in Salesforce Maps.
List Views in the Enhanced User Experience: Act on specific markers in a modernized list view experience. Identify how list views differ from the legacy Salesforce Maps framework so that you can better support your reps as they become accustomed to the enhanced framework.
Get Technical Support for Salesforce Maps: Remove roadblocks and reduce downtime when you route your requests directly to support engineers who specialize in Salesforce Maps and Salesforce Maps Advanced.
Salesforce Maps for Field Reps: Spend more time building customer relationships and less time on the road. Salesforce Maps help you sell to and serve customers better, optimize schedules and routes for in-person and virtual visits, and find new business.
Plot Publicly Available Content from Around the World: Gain deeper insight on the geographical landscape and plan schedules that improve sales and service when you plot available layers from Esri™ ArcGIS Living Atlas of the World—directly in Salesforce Maps.
Finding New Business with Salesforce Maps Data: Meet and exceed management’s sales and service goals as you generate leads and discover untapped and underserved markets. Expand into new locations, identify who can benefit from your products and services, and fill scheduling gaps while you’re on the road. Salesforce Maps includes property, business, and demographic data that gives you a competitive advantage for crushing sales and service goals.
Promote Your Products and Services to Businesses: Provide sales and services to businesses near your established customers. Focus on specific industries and locations using trusted US and Canadian business data from DatabaseUSA.com that you plot in Salesforce Maps.
Considerations for Using Salesforce Maps Data: Set your expectations for working with property, business, and demographic data. Salesforce Maps data comes from numerous, trusted data providers such as ATTOM and DatabaseUSA.com.
Examples of Growing Your Business Using Salesforce Maps Data: Generate leads, accounts, and opportunities using the property, business, and demographic data available in Salesforce Maps. Draw inspiration from real-world examples, and adapt them for your own business requirements. For added context, overlay other available data including ArcGIS weather trends.
Business Data Examples: Focus on prospective customers nearest to your established ones. Find businesses with specific characteristics and fill gaps in schedules while you’re on the road using Salesforce Maps business data. Add business prospects to Salesforce as prospecting accounts or leads.
Demographic Data Examples: Expand your business into untapped and underserved communities and diversify your recruiting efforts among key populations using Salesforce Maps demographic data. Concentrations of your search results appear on a map and help you identify where to focus your energy.
Property Data Examples: Branch into new areas and find customers who identify with your goods and services when you focus on owners of properties that have certain characteristics using Salesforce Maps property data. Add potential business opportunities to Salesforce as prospecting accounts.
Types of Data That Broaden Your Reach: Gain insight into markets that can benefit from your products and services directly in Salesforce Maps. Rely on trusted property, business, and demographic data from providers such as ATTOM and DatabaseUSA.com.
Requirements for Using Salesforce Maps Data: Get access to Salesforce Maps and its data, set your goals, and interpret the data on the map. Later, you generate leads or accounts from that data and determine whether marketing campaigns can help you and your team reach your goals.
Branch into Untapped and Underserved Markets: Determine the best markets for expanding your business, diversify recruiting efforts based on specific demographics, and focus your sales and service efforts among key populations. Visual indicators on a map show where you can concentrate your search for new business opportunities and talent using demographic data in Salesforce Maps.
Generating Leads and Identifying New Markets on a Map: Sell to and provide services for property owners and businesses. Generate leads in Salesforce using property and business data without time-consuming data entry. Determine which locations meet your demographic requirements for business expansions and recruitment efforts in Salesforce Maps.
Explore Sales and Service Opportunities Among Property Owners: Identify properties that can benefit from your products and services using trusted property data from ATTOM. Get insight on issued permits, loan positions and balances, and property features and characteristics. Focus on specific cities and neighborhoods on a map using Salesforce Maps data.
Visiting More Customers in Less Time: Increase sales when you build and maintain customer relationships based on optimized account visits. Improve sales productivity by acting on specific accounts directly from the legend in Salesforce Maps. Fill gaps in schedules with nearby opportunities and create efficient routes.
Visualize and Set the Focus for Records That Require Attention: Select key records on the map and perform mass actions for them from a list that appears in the legend. Identify records using shape, color, and opacity options that keep you focused on what’s important now in Salesforce Maps.
Plan Visits and Perform Actions for Multiple Records Simultaneously: Meet and exceed customer expectations with timely visits scheduled for multiple accounts at a time. Manage records in a marker or polyline layer using mass actions conveniently from the plotted legend in Salesforce Maps. Determine which accounts to take action on while viewing them on the map. Marker colors and shapes update immediately when you initiate single or mass action changes.
Add Teams to Your Opportunities: If your Salesforce admin has enabled opportunity teams, the Opportunity Team related list appears on each opportunity. You can add, edit, or remove team members.
Set Up a Default Opportunity Team: Set up a default opportunity team of coworkers you typically work with on opportunities, with a role for each member and special access to your opportunities. If you don’t see the Opportunity Team related list, ask your Salesforce admin to enable opportunity teams.
Opportunity Team Fields: Opportunity team data is stored in standard fields. A user’s page layout determines which fields are visible, and a user’s access to the account determines which fields are editable.
Add LinkedIn Sales Navigator to Salesforce: Sales reps can connect with customers in more ways with more information using the LinkedIn Sales Navigator native integration. Sales reps can see LinkedIn profiles on lead, contact, opportunity, and account pages. And they can send InMails and connection requests with Lightning actions. Sales managers can add LinkedIn InMail and connection request steps to Sales Engagement cadences.
Send LinkedIn InMail and Connection Requests from Salesforce: When LinkedIn Sales Navigator is turned on, sales users can send InMail and Connection Requests right from lead, contact, opportunity, person account, and business account records.
Set Up LinkedIn Sales Navigator: To set up LinkedIn Sales Navigator, turn on the LinkedIn Sales Navigator native integration and then add the native Sales Navigator components to lead, contact, opportunity, person account, and business account page layouts. If you have customized page layouts for leads, contacts, opportunity, or accounts, add InMail and connection request actions to those layouts.
Build Cadences with Cadence Builder 2.0: Cadence Builder 2.0 lets cadence creators build standard cadences sensitive to target engagement with much less effort and complexity. Creators use only three tracks—neutral, positive, and negative—to hold cadence steps appropriate to different target responses. Entry rules for each track let targets move to the appropriate track based on their responses, whenever they occur.
Cadence Builder 2.0 Cadences: Cadence Builder 2.0 cadences are responsive to target engagement, using three separate tracks—main, positive, and negative—to hold cadence steps appropriate to different target engagements. Entry rules for each track let targets move to the appropriate track based on their engagements, whenever they occur.
Manage Cadence Targets: Sales Engagement users can easily add, remove, reassign, and manage their targets in cadences.
Business Contact Sharing for Orgs That Use Person Accounts: Orgs that use person accounts can modify the Organization-Wide Sharing Default for Contacts. Modifying the Organizing Sharing Default provides flexibility in how you share business contacts, including the ability to define contact sharing rules and manually share business contacts.
Test the Deliverability of Emails Sent Through Salesforce: When a user sends an email through Salesforce, the email is routed through one of a number of possible Salesforce IP addresses. If the email’s recipient blocks any of these IP addresses, the email might not be received. It’s hard to test whether your customers are receiving emails from all possible Salesforce IP addresses. However, using the Test Deliverability feature, you can easily send an email to yourself from each of the potential Salesforce IP addresses. If you receive all emails, then you aren’t blocking any of the Salesforce IP addresses.
Segmentation: Plan for and capture your company’s unique business units and record assignments within Sales Planning. Segment by location, industry, and any demographics from your data sources so that your business units align with your business objectives.
Considerations for Segmentation: Set expectations among planners so that they have the best experience capturing your company’s unique business units and record assignments in Sales Planning.
Segment Business Units and Record Assignments: Align business units with your business objectives when you segment records and assignments by location, industry, and any demographics from your data sources in Sales Planning.
Track Sales Planning Progress with Milestones: Align teams with milestones that specify responsibilities and deadlines in Sales Planning segments. Plan owners visualize burndown charts that give insight into milestone status, expected completion dates, and upcoming and overdue tasks in each segment.
Plan Territories from Segments: Design territories with the latest Salesforce data. When you carve territories from segments in Sales Planning, you work with the latest data for records that meet the rules and criteria for those segments.
Email and Outreach Considerations for Salesforce Starter and Pro Suite: Respect your prospects’ and customers’ wishes when they request only specific forms of contact from your company. These requests can include being able to opt in or opt out of specific communication types, or requesting to receive no communications at all.
Confirm That Global Layouts Have the Correct Email Action: Although the Email action is only available in Lightning Experience, it must be included min the Quick Actions in the Salesforce Classic Publisher section of the page layout. That way, the action is available in every layout that inherits from the global layout. The action must also be in the global layout to enable Email in the Global actions menu, use reply/forward, use email in Assistant, and use email in Opportunity Insights.
Create Predefined Field Values for Email Recipients in the Send Email Action: By default, we prepopulate the To: field with a contact or lead email address when you open the email action from the contact or lead record home pages. Extend this behavior to other objects and also predefine the To:, Cc:, or Bcc: fields.
Fields Available on the Email Quick Action: After you create an Email quick action, you can customize the fields displayed for the action. Drag fields from the Email Message Fields palette to the email layout.
Generate Leads from Your Website with Web-to-Lead: Generate up to 500 leads per day by capturing data from prospects who provide contact information. You can also redirect prospects to other web pages that are critical to campaign success.
Turn On and Configure Sales with Sales Initial Setup: Get up and running with essential sales capabilities from day one with Sales Initial Setup. Connect your email domain, add sellers and set quotas, import your sales data, and set up Slack.
Streamline Your Sales Onboarding with Sales Initial Setup: Get your team up and running quickly with essential selling features. In one consolidated setup experience, you can give your team the ability to uncover sales insights, boost collaboration, and close deals faster. To make sure that your sales teams are successful from the start, this setup automatically enables critical sales features. You get step-by-step guidance for connecting your company's email, adding sellers and assigning them quotas, importing sales data, and connecting to Slack.
Sales Cloud Everywhere: The Salesforce Chrome extension lets you work with your To Do List, see engagement alerts, create and update records, and more, without leaving the web page you're on.
See Engagement Notifications in Sales Cloud Everywhere: With My Feed in the Salesforce Chrome extension side panel, you can see your recent engagement alerts while viewing web pages. You can filter on engagement type, review the history of notifications in the feed, and pick the right moment to reach out to a prospect. For example, if you get a notification in the side panel, you can quickly shift your attention to the engaged prospect without switching browser tabs.
Work on Your To Do List in Sales Cloud Everywhere: With the To Do List in the Salesforce Chrome extension, you can view, filter, sort, search, and complete your pending tasks within the side panel. You can visit any web page at the same time, letting you view relevant information outside of Salesforce while prioritizing and completing your tasks.
View and Create Records in Sales Cloud Everywhere: You can view and create records efficiently in the Salesforce Chrome extension side panel while viewing relevant information on the web. For example, when you identify a prospect on a company’s web page, you can create the lead record in the extension side panel while viewing the prospect’s information on the web.
Quickly Update Multiple Records in Sales Cloud Everywhere with Workspace: You can view, sort, query, and edit your latest leads, open opportunities, recently updated contacts, and recently updated accounts in the Workspace list experience. Access Workspace from the Salesforce Chrome extension side panel; it opens in a new browser tab.
Filter Records in Workspace: You can view, sort, filter, and edit your leads, opportunities, contacts, and accounts in the Workspace list experience. Set up your workspaces with filters so that you can immediately start working with the relevant records.
Workspace: Access Workspace list experience from the Salesforce Chrome extension side panel. Workspace opens in a new browser tab, where you can personalize your list view to .work with just the records you’re interested in. Filter, search, query, and update records directly in each Workspace list.
Explore Email and Calendar Integration Products: Salesforce provides several tools that integrate with Microsoft or Google email and calendar applications. If you’re using Salesforce for Outlook (Retiring) or Lightning Sync, prepare for the move to a replacement product.
Comparing Contacts to Multiple Accounts to Other Options: Allowing your users to relate a contact to multiple accounts makes it easier for them to track the relationships between the people and businesses they work with. However, if you’re already using Account Contact Roles or a custom-built solution with a junction object, review a summary of how those solutions compare with Contacts to Multiple Accounts.
Create Custom Report Types for Account Contact Relationships: If you’ve enabled Contacts to Multiple Accounts, run reports that show the relationships between contacts and accounts. First, set up custom report types so that sales managers and other teammates can create the reports they need.
Contacts to Multiple Accounts: People often work with more than one company. A business owner might own more than one company or a consultant might work on behalf of multiple organizations. Relate a single contact to multiple accounts so you can easily track the relationships between people and businesses without creating duplicate records.
Set Up Contacts to Multiple Accounts: Let your sales reps easily track the relationships between the customers and businesses they work with. Contacts to Multiple Accounts is quick to set up and allows reps to relate a single contact record to multiple accounts.
Incentive Compensation Management: Meet and exceed sales targets when you design compensation plans that align with your company’s business objectives in Salesforce Spiff. Attract and retain the best sales talent by providing reps crucial insight into potential and actual earnings for their opportunities.
Accelerators in Salesforce Spiff: An accelerator in Salesforce Spiff helps your sales team amplify their earnings when they achieve outstanding results. Spiff provides multiple options for implementing accelerator rates in your commission plans.
Accumulated Variables in Accelerator Functions: An accumulated variable is often used with the initial_value argument in the mamount() and mpercent() accelerator functions in Salesforce Spiff.
Create a Range Table for an Accelerator: To implement a commission accelerator in Salesforce Spiff, create a range table and reference the table within an accelerator function.
Mixed Commission Rates in an Rep Statement: If your company uses a marginal payout, calculating commission rates in Salesforce Spiff can be complicated and result in mixed rates from different tiers.
Accumulated Variables in Salesforce Spiff: An accumulated variable is like a running total, where Salesforce Spiff sums a field or value within a sorted data filter and returns a cumulative value up to a current record. An accumulated variable helps you quickly sum multiple values with fewer calculations.
Add Dynamic Merge Fields to a Document Template: Insert live Spiff data into your compensation plan document templates. Dynamic merge fields pull values directly from Spiff—such as a rep's team name, plan assignments, or quotas—or to data synced in from external systems like Salesforce or Workday. Spiff quota tables and fields that are mapped to the user object are available as dynamic merge fields. Spiff populates these fields when you send or preview a document.
Create a Clawback Rule in Salesforce Spiff: Track reclaimed commission payouts with a clawback rule in Salesforce Spiff. A clawback is when a company reclaims a commission previously paid to a rep. Typically, clawbacks occur when a deal is canceled or terminated after a commission is disbursed. In Spiff, a clawback is often represented as a negative entry in a data filter for opportunities or deals, with a reference to the original opportunity for accountability.
Commissions Summary Page in Salesforce Spiff: The Commissions Summary page is the landing page for admins upon login. The page shows an overview of all commission statements for the period and provides tools for reviewing, recalculating, syncing, and analyzing commission statements.
Connectors for Salesforce and Third-Party Data in Salesforce Spiff: Sync data from objects and fields in Salesforce or third-party providers for use Salesforce Spiff. Connector fields in Spiff represent the fields synced from the source data, versus calculated fields created in Designer.
Add a Salesforce Connector: To sync data from Salesforce with Salesforce Spiff, add a connector. You can set up connectors for up to five Salesforce orgs.
Salesforce Connectors in Salesforce Spiff: Sync data from Salesforce objects and fields for use within Salesforce Spiff. Set up connectors for up to five Salesforce orgs, sync data, and manage users between Salesforce and Spiff.
Archiving Synced Salesforce Records in Salesforce Spiff: When you use the Salesforce connector in Salesforce Spiff but records aren't available for syncing in Salesforce, Spiff archives the records. Archived records are soft-deleted and hidden from view, but you can restore them.
Options for Salesforce Synced Objects and Fields in Salesforce Spiff: After you set up a Salesforce connector and sync data into Salesforce Spiff, manage the synced objects and fields for better system performance and data coverage. On the Salesforce connector card, click the three dots, and select Synced Objects and Fields.
Adding Salesforce Spiff Users with No Salesforce License: When you use the Salesforce connector in Salesforce Spiff, you can add Spiff users who don't have a Salesforce license or who don't share your company's email domain.
Updating a Salesforce Connector in Salesforce Spiff: After you connect a Salesforce environment to Salesforce spiff, you can swap the connected environment for a different one, such as switching between production or sandbox. Or if you're a new Spiff admin who inherited a Salesforce connector that a different admin previously authenticated, reauthenticate the connector with the same credentials.
Integrate Slack with Salesforce Spiff: To let Salesforce Spiff users receive notifications for comments and approvals in their flow of work, set up an integration with Slack.
Manage Third-Party Connectors in Salesforce Spiff: You can sync Salesforce Spiff data with connectors other than the default Salesforce connector. However, management options for other connectors are limited.
Set Up a Third-Party Connector in Salesforce Spiff: Salesforce Spiff REST API or a webhook processes all automated third-party data imported into Spiff. Send data to Spiff REST API or webhook endpoints directly or use an Integration Platform as a Service (iPaaS) tool, such as Workato. Workato provides a default Spiff connector that uses webhook endpoints for integrating third-party data with Spiff more easily. To purchase the Workato connector, contact your Salesforce account executive or sales partner. You can also use another iPaaS tool or design a custom solution.
Create a Sandbox in Salesforce Spiff: Create a sandbox to test new features without affecting your production environment. The sandbox replicates the parent environment’s features, custom roles, underlying rules, and reporting structures, but it doesn’t include users, assignments, statements, connector secret keys or other sensitive data, or synced transactional data. You can create two sandboxes for each production environment.
Currency in Salesforce Spiff: If your company pays commission in multiple currencies, you can define a primary company currency in Salesforce Spiff and individual reps can specify a preferred currency. To do any calculations with currency amounts, convert amounts to the same currency first. Calculate all rules in the same currency.
Convert Currency to a String in Salesforce Spiff: To show currency values with formatting such as symbols and commas in Salesforce Spiff documents or statement cards, convert the currency field to a string data type.
Create and Customize a Dashboard in Salesforce Spiff: Create a custom dashboard that groups your favorite visual reports and custom reports in Salesforce Spiff. For example, group all reports that apply to a team or plan.
Set Up the Leader Dashboard in Salesforce Spiff: Show sales managers their teams' performance at a glance with the default Leader Dashboard in Salesforce Spiff. To get started, turn on the dashboard from Spiff company settings. Then, create a quota amount calculation and quota attainment calculation in your plan commission logic.
Getting Data into Salesforce Spiff: To start calculating commissions with Salesforce Spiff, add the users, teams, quotas, deals, and other data in Spiff. You can upload records from an external system or sync data with an external system, such as Salesforce.
Data 360 Reporting with Salesforce Spiff: Salesforce Spiff can send reporting data into Data 360. You can access Spiff reporting data through API, pull it into other cloud platforms, visualize it in Tableau or CRM Analytics, or use it with the many other features of Data 360. The Reporting Data Configuration page lets you control what data is sent to Data 360. You can also use custom names and data types for fields for reporting purposes within Data 360.
Data Filters in Salesforce Spiff: Data filters are fundamental tools for creating specific payout rules that define the conditions when commissions are paid on a line-by-line basis. To ensure efficient and accurate commission tracking, carefully evaluate dates, recipients, and amounts in your data filters.
Returning the First or Last Date from a Data Filter in Salesforce Spiff: Returning the first or last date in a period is helpful when filtering data in Salesforce Spiff. For example, maybe you want to know the date of the first deal closed in a period or the last deal in the quarter.
Create a Double Filter in Salesforce Spiff: When you’re creating a data filter, there are limitations on how much you can manipulate the data. In these cases, use double filtering. For example, calculated fields aren’t supported in filters, but you can still use a calculated field in a filter by combining the filter() function, a summary calculation, and the contains() function.
Accumulator Errors in Salesforce Spiff Data Filters: Accumulation starts with the data filter that a payout rule is based on and the data filter that the accumulator is using. When the accumulated value is referenced in the rule, Salesforce Spiff looks up the record’s accumulated value. An accumulator error occurs when the rule has a record that isn’t in the accumulated filter.
Data Filter Examples in Salesforce Spiff: The possibilities for data filters in Salesforce Spiff are extensive, depending on the complexity and depth of your data. For best performance, get as specific as possible with a filter before you add a calculation. Simple Guided or Nested Guided mode can help you easily create simple, useful filters. With Nested Guided mode, combine prebuilt data filters together using AND or OR operators.
Optimize Data Filter Performance in Salesforce Spiff: Well-structured data filters are the single most effective way to improve commission calculation performance in Salesforce Spiff. Apply filters in the right order, limit record volumes early, and avoid patterns that force the commission engine to do unnecessary work.
Recommended Data Mapping Prerequisite for Salesforce Spiff: Before you import data from Salesforce or a third-party data source into Salesforce Spiff, create a data mapping spreadsheet that lists all objects and fields that you plan to sync. Make sure that you collaborate with all required stakeholders and receive approval for your design before you set up the connectors and sync data.
Data Optimization and Performance in Salesforce Spiff: Building a high-performing Salesforce Spiff implementation starts on day one. Understanding how data flows from your source systems through Designer into the commission engine helps prevent performance issues before they occur.
Delete a Sandbox in Salesforce Spiff: Deleting a sandbox permanently removes all data in the sandbox. You can’t delete a sandbox that has a subordinate sandbox.
Deploy a Change Set in Salesforce Spiff: After you validate and approve your changes, deploy them to the production environment. You can deploy only one change set at a time. Deploy subsequent change sets only after the prior deployment completes.
Salesforce Spiff Designer: Salesforce Spiff Designer helps sales teams build and manage commission plans. Combining the use of familiar spreadsheets and the power of automation makes it easier to design, implement, and automate commission plans so that companies can focus on growing their business.
Calculate an Average Value in Salesforce Spiff Designer: Some companies use averages in commission calculations. For example, companies often pay reps on the average of the total value of the contract, or Annual Contract Value, rather than just the first month's value or the total value. You can create a calculated value for the average in your datasheet based on the value and total duration.
Referencing Items in Salesforce Spiff Designer: When you work with formulas and syntax in Salesforce Spiff Designer, you can reference calculations on different sheets, objects, and tables. Color coding helps identify components.
Copying Items in Salesforce Spiff Designer: In Salesforce Spiff Designer, easily create elements from existing items by copying plans, payout rules, calculations, and filters.
Deleting Items in Salesforce Spiff Designer: Avoiding deleting data or elements directly in Salesforce Spiff Designer. Instead, manage changes with effective dates, which can help you preserve data integrity and manage updates without losing historical information.
Left Panel in Designer UI: The left panel in Salesforce Spiff Designer contains a list of plans, datasheets, worksheets, and tables that you can create from the options menu near the search bar.
Plans View in Salesforce Spiff Designer: After clicking a plan in the left panel in Salesforce Spiff Designer, the plan view in the center of the screen shows information about the plan.
Recalculating Statements in Salesforce Spiff Designer: To decrease the time required to recalculate statements in bulk in Salesforce Spiff, you can recalculate statements in Designer and specify the periods, plans, teams, and rep to recalculate.
Right Panel in Designer UI: When you work in worksheets, datasheets, lookup tables, or range tables in the Plans tab in Salesforce Spiff Designer, the right panel shows important information related to the rule or calculation you’re currently working on.
Sheets and Tables in Salesforce Spiff Designer: Handle large amounts of data from multiple sources and create and filter calculations by using worksheets, datasheets, and tables in Salesforce Spiff Designer.
Document and Document Templates in Salesforce Spiff: Create and manage incentive compensation documents such as sales contracts in Salesforce Spiff from a central location. Avoid repetitive effort with document templates, where you can import content from external sources, upload merge fields, or use dynamic merge fields to pull live Spiff data directly into templates. Manage required paper trails by circulating documents through an approval process.
Document Approval in Salesforce Spiff: Team leads and sales reps review and approve documents sent by an administrator from the Approval Requests page.
Dot Syntax in Salesforce Spiff Formulas: Functions and formulas in Salesforce Spiff use dot syntax for efficiently referencing fields, relationships, Team object details, and data from multiple records.
Use Lookup Tables and Dynamic Logic in Salesforce Spiff: Hard-coded values and long chains of if() statements are difficult to maintain and create risk when business rules change. Lookup tables, worksheet calculations, and statement periods give you flexible, dynamic commission logic that adapts to changing inputs without requiring changes to your plan configuration.
Embed Salesforce Spiff in a Salesforce Page: Help sales reps track progress toward commission goals directly where they manage deals. Embed Salesforce Spiff in a Visualforce page iframe so that your Spiff and Salesforce users can more easily focus on their flow of work without changing browser tabs.
Use Encapsulation in Salesforce Spiff Calculations: Encapsulation is isolating a segment of a commission calculation into a separate, named calculated field. This technique reduces memory use, simplifies debugging, improves readability, and makes your configuration easier to maintain as business rules change.
Salesforce Spiff Commission Estimator: Use the Salesforce Spiff Commission Estimator managed package in apps for quotes and opportunities. Create real-time calculations for estimating any rep’s potential commission and quota attainment as they create and modify quotes or opportunities in Salesforce.
Set Up API Access for the Salesforce Spiff Commission Estimator: To let the Salesforce Spiff Commission Estimator managed package work with data in Salesforce, generate Client ID and Client Secret security credentials in Spiff. Then, enter those credentials in Salesforce.
Add the Commission Estimator Component to Record Details Pages: Add a component to record details pages for showing the Salesforce Spiff Commission Estimator. For quotes, add the component to the Salesforce CPQ Quote details page. For opportunities, add the component to the Opportunity details page.
Components of the Salesforce Spiff Commission Estimator: The Commission Estimator app includes a breakdown of the estimated commission according to Salesforce Spiff payout rules. The estimator also shows a bar graph of the quota attainment progress.
Configure Field Sets for the Salesforce Spiff Commission Estimator: The Quote, Quote Line, Opportunity, and Opportunity Product objects in Salesforce Spiff include several Salesforce fields as well as custom fields. To avoid errors later on, add all custom fields that are used in Spiff to field sets. Then, configure the field sets as source field sets for the Salesforce Spiff Commission Estimator.
Field Requirements for the Quota Attainment Graph: To show data in the quota attainment bar graph with the Salesforce Spiff Commission Estimator, set up required fields, even if the fields don't have any values.
Create a Payout Rule for the Quota Attainment Graph: The Commission Estimator window in the Salesforce Spiff Commission Estimator provides a bar graph that shows how much an estimated deal affects quota attainment. In Designer, create a quota payout rule for use with the quota attainment graph. The payout rule has several requirements.
Install Salesforce Spiff Commission Estimator: To install the Salesforce Spiff Commission Estimator managed package, configure prerequisites and install the package from an installation link.
Create a Report for Opportunity Commissions: If you have the Salesforce Spiff Commission Admin permission set, create a Salesforce report based on the opportunities with commission data. To help you get started, the Spiff Commission Estimator provides a default custom report type, Opportunities with Spiff Estimated Commission Data.
Create a Custom Report Type for Opportunity Commissions: If the default custom report type, Opportunities with Spiff Estimated Commission Data, that the Salesforce Spiff Commission Estimator provides doesn't suit your needs, create your own custom report type for commission reporting. Use Opportunity as the primary object and the Spiff Commission Data custom object as the secondary object.
How the Salesforce Spiff Commission Estimator Produces Estimates: The Salesforce Spiff Commission Estimator sends data between Salesforce and Spiff. Understanding the overall communication process can help you set up and troubleshoot the integration between these systems.
Create a Payout Rule for the Salesforce Spiff Commission Estimator: In some cases, you can reuse the same payout rules in Salesforce Spiff Commission Estimator as you already use for regular commission payouts in Spiff. In other cases, create a separate payout rule specifically for estimations. For example, maybe you don't want to include a What-If? rule on rep commission statements or you configure the estimator for a different object than the regular commission payout rule uses.
Add a Custom Action Condition for the Salesforce Spiff Commission Estimator: Create a custom action condition so that only authorized users can access the Salesforce Spiff Commission Estimator for quotes. First, create a custom field on the Quote object that specifies which user profiles can use the estimator. Then, add a picklist value for the custom field to the Custom Action Condition object and create the custom action condition.
Add Custom Actions for the Salesforce Spiff Commission Estimator: Add a picklist value, Estimate Commission, in the Custom Action object so reps can trigger the Salesforce Spiff Commission Estimator. Then, create a custom action for adding the Salesforce Spiff commission estimation button to the Spiff_Commission_Page Visualforce page.
Turn Off the Quick Save Reminder in the Salesforce Spiff Commission Estimator for Quotes: By default, the Salesforce Spiff Commission Estimator shows an alert message in the Quote Line Edtior when a sales rep clicks the Estimate Commission button. The message reminds them to click Quick Save before making a server call. You can turn off this message.
Set Up the Salesforce Spiff Commission Estimator: To get started with the Salesforce Spiff Commission Estimator for quotes or opportunities, install the managed package and assign permissions. Additional setup steps are required depending on whether you're configuring the estimator for quotes or opportunities.
Generate Estimates with the Salesforce Spiff Commission Estimator: If you're a rep and your admin has set up the Salesforce Spiff Commission Estimator, view your estimated commission amounts on a quote or opporunity. Your admin can restrict which opportunities are eligible for commission estimates. By default, Closed Won and Closed Lost opportunities aren't eligible.
Generate a Commission Estimate for an Opportunity: Generate a commission estimate directly from an opportunity. You can access the Commission Estimator app if your Salesforce admin has installed the Spiff Commission Estimator managed package and assigned you the Commission Estimator User or Commission Estimator Admin permission set.
Generate a Commission Estimate for a Quote in Salesforce CPQ: Generate a commission estimate directly from a quote record in Salesforce CPQ. You can access the Commission Estimator app if your Salesforce admin has installed the Spiff Commission Estimator managed package and assigned you the Commission Estimator User or Commission Estimator Admin permission set.
Commission Expense Reports in Salesforce Spiff: Help your finance teams efficiently generate commission expense reports for the incremental costs that sales reps incur for closing deals with customers, such the costs of obtaining contracts. Use Salesforce Spiff data to automate commission expense reports that are compliant with Accounting Standards Codification (ASC) 606 and International Financial Reporting Standard (IFRS) 15 accounting standards.
Set Up a Historical Commission Expense Report: If your company has historical sales data from a system outside of Salesforce Spiff, you can include that data in a commission expense report.
all?: Checks whether every record in a data filter or datasheet in Salesforce Spiff satisfies one or more conditions. This function returns true when the condition is satisfied. This function is the opposite of the any? function.
amount_from: Returns a commission amount for a specific payout rule or the total commission amount from a previous statement period in Salesforce Spiff. A commission plan that pays year-to-date totals and subtracts previous earnings can use this function to reference and subtract commission amounts.
amounts_from: Returns a sum of commission amounts for specific payout rules or total commission amounts from previous statement periods in Salesforce Spiff. This function is similar to amount_from() but requires a date range instead of a specific date.
beginning_of_day: Returns the first second for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DDT:hour:minute:second:millsecond, plus or minus the hours and minutes away from Coordinated Universal Time (UTC).
beginning_of_fiscal_quarter: Returns the first day of the fiscal quarter for a specific date or time in Salesforce Spiff. The return format is YYYY-MM-DD. If you haven't specified fiscal year dates in Spiff, this function falls back to a standard calendar year.
beginning_of_fiscal_year: Returns the first day of the fiscal year for a specific date or time in Salesforce Spiff. The return format is YYYY-MM-DD. If you haven't specified fiscal year dates in Spiff, this function falls back to a standard calendar year.
beginning_of_month: Returns the first day of the month for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD.
beginning_of_period: Returns the first day of the statement period for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD.
beginning_of_quarter: Returns the first day of the quarter for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD. If you've specified fiscal year dates that are different from standard calendar dates, use the beginning_of_fiscal_quarter() function instead.
beginning_of_year: Returns the first day of the year for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD. If you've specified fiscal year dates that are different from standard calendar dates, use the beginning_of_fiscal_year() function instead.
choose: Returns a value from a list based on a specified index in Salesforce Spiff. List values in Spiff aren't sorted by any default order. To make sure that you select the appropriate value, combine this function with sort() so that you sort the list values before you select a specific index.
contains: Checks whether a string or list includes a specified value in Salesforce Spiff. This function returns true or false.
count: Returns the total number of items in a list or data filter in Salesforce Spiff.
currency: Converts a number of string into a specified currency in Salesforce Spiff.
date: Converts a string into a Date data type in Salesforce Spiff. This function finds the date value for a field that isn't specifically a Date data type so that Spiff can use the date value in calculations and other functions related to dates.
date_between?: Checks whether a date falls within an upper and lower date range in Salesforce Spiff. When used in a calculated field, this function returns true or false.
datevalue: Converts a string or object that represents a date or time value into an integer in Salesforce Spiff. The integer represents the elapsed days since December 30, 1899. This function helps you compare date values more easily.
day: Returns the number of the calendar day for a specified date or time in Salesforce Spiff.
days_ago: Returns the date that's a specified number of days before another date in Salesforce Spiff.
days_to: Returns the number of days between two dates or times in Salesforce Spiff.
end_of_day: Returns the last second for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DDT:hour:minute:second:millsecond, plus or minus the hours and minutes away from Coordinated Universal Time (UTC).
end_of_fiscal_quarter: Returns the last day of the fiscal quarter for a specific date or time in Salesforce Spiff. The return format is YYYY-MM-DD. If you haven't specified fiscal year dates in Spiff, this function falls back to a standard calendar year.
end_of_fiscal_year: Returns the last day of the fiscal year for a specific date or time in Salesforce Spiff. The return format is YYYY-MM-DD. If you haven't specified fiscal year dates in Spiff, this function falls back to a standard calendar year.
end_of_month: Returns the last day of the month for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD.
end_of_period: Returns the last day of the statement period for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD.
end_of_quarter: Returns the last day of the quarter for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD. If you've specified fiscal year dates that are different from standard calendar dates, use the end_of_fiscal_quarter() function instead.
end_of_year: Returns the last day of the year for a specific date or time value in Salesforce Spiff. The return format is YYYY-MM-DD. If you've specified fiscal year dates that are different from standard calendar dates, use the end_of_fiscal_year() function instead.
error: Returns a custom message for a statement calculation error in Salesforce Spiff. This function stops statement calculations and helps you alert admins that information is missing or preventing the calculation from executing.
exp: Returns the value of the mathematical constant e, the base of the natural logarithm, raised to the power of a specified number for use in Salesforce Spiff. The value of e is approximately 2.72.
filter: Further filters records in a Salesforce Spiff data filter, list, or relationship and returns a list of records that match a specified condition. This function helps refine an existing data filter.
first: Returns the first item in a sorted list in Salesforce Spiff.
if: Tests for a condition in Salesforce Spiff and returns different values depending on the outcome.
iferror: Checks whether an expression results in an error or null value in Salesforce Spiff and either returns the result of the expression or returns a default value for error handling. This function provides an alternative nested if() statements, but this function can also disguise real errors and result in inaccurate calculations if not used carefully.
ifnull: Replaces a null value in a field with a specified value in Salesforce Spiff.
ifs: Returns the first true result from a series of logical tests in Salesforce Spiff. This function is similar to multiple if() functions. You can include multiple conditions and return different values based on the result of each condition.
last: Returns the last item in a sorted list in Salesforce Spiff.
ln: Returns the natural logarithm of a specified number in Salesforce Spiff. The natural logarithm is based on the mathematical constant e, the value of which is approximately 2.72.
mamount: Returns the commission total for a deal in Salesforce Spiff, based on a range table and the rep's current attainment. To return a commission rate instead, use the mpercent() function.
managers: Returns a list of user objects for managers of one or more teams in Salesforce Spiff, based on a specific date range and levels of team hierarchy. To return team members and managers, use the members() function.
members: Returns a list of user objects for users who belong to one or more teams in Salesforce Spiff, based on a specific date range and levels of team hierarchy. Optionally return both managers and team members or team members only. To return managers only, use the managers() function.
month: Returns the number of the calendar month for a specified date or time in Salesforce Spiff.
monthname: Returns the full or abbreviated name of the calendar month for a specified date or time in Salesforce Spiff.
months_ago: Returns the date that's a specified number of months before another date in Salesforce Spiff.
months_to: Returns the number of months between two dates or times in Salesforce Spiff. If the return value is a negative number, the second date occurred before the first date.
mpercent: Returns the commission rate for a deal in Salesforce Spiff, based on a range table and the rep's current attainment. To return a commission total amount instead, use the mamount() function.
name: Returns the name of a logic reference such as a calculation, data filter, or API name in Salesforce Spiff. The returned name can be different from the item's corresponding display name.
networkdays: Returns the number of work days between an upper and lower date or time in Salesforce Spiff, excluding weekends and holidays.
numbervalue: Converts a text string or currency value into an integer or decimal in Salesforce Spiff.
periods_ago: Returns the statement period start date that's a specified number of statement periods before another date in Salesforce Spiff.
quota: Returns a quota value from a quota table in Salesforce Spiff. To sum values across multiple reps for a specific quota, use the quotas() function instead.
quotas: Returns a list of quota values from a quota table in Salesforce Spiff. The quota values are for a specific user in a specific time period.
range_lookup: Returns a value from within an upper and lower range of values in Salesforce Spiff, based on a range table. This function returns the specified column expression for that value.
rank: Compares a list of filtered numbers that represent rep metrics in Salesforce Spiff, such as monthly attainment, and returns a ranking relative to the rest of the list. This function doesn't break ties and awards the same ranking to all numbers that tie.
single: Returns the first and only record of a list in Salesforce Spiff. This function validates that only one record is returned and converts the list of records into an individual record.
sort: Organizes records in a Salesforce Spiff data filter by a date, string value, or number value and returns a list of sorted records.
sum: Calculates a total value from a list of numbers in Salesforce Spiff. This function works well with records in a data filter.
sumif: Calculates a total value from a list of numbers in Salesforce Spiff, but only for records that satisfy a specified condition.
switch: Compares an input value against a list and returns a corresponding value or error message in Salesforce Spiff. This function is similar to the vlookup() function except the lookup tables are specified within the function rather than in a lookup table.
team: Returns a Team object in Salesforce Spiff and includes all fields such as the team name, leads, and effective dates. Use this function with other functions that require a reference to a Team object.
tier_payout: Returns a payout amount from within an upper and lower range of values in Salesforce Spiff, based on a range table. This function returns the specified column expression for that value.
transform_list: Applies an expression to each record in a data filter in Salesforce Spiff and returns a new list with the results. For example, identify a specific field from a list of records and return a list of the values for only that field from those records.
users_in_team: Returns a list of user IDs from a team in Salesforce Spiff. Combine other functions to count the number of reps on a team or sum team member quotas. For a rollup of team members, use a Guided Rollup instead.
vlookup: References a value from a lookup table in Salesforce Spiff and returns the specified column expression for that value.
Functions in Salesforce Spiff: Salesforce Spiff Designer provides a library of functions for calculating values and handling different data types.
Year, Quarter, or Month Functions: Functions for the beginning and end of a year, quarter, or month in Salesforce Spiff help you compare data during the specified time period. Combine these functions with other functions that process dates.
Helper Functions in Salesforce Spiff: Helper functions in Salesforce Spiff save time and provide clarity. A helper function is interchangeable with a standard function, but uses simpler syntax so you can create logic more easily.
Selecting One Item or Record from a List or Array in Salesforce Spiff: Functions in Salesforce Spiff commission logic often require that you reference one item or record in a list or array, such as the first invoice, latest payment record, or current user. Sometimes you must make sure that you select an item even when the list or filter contains only one item.
Imported Data in Salesforce Spiff: You can manually import data into Salesforce Spiff, in addition to data synced from external sources, such as Salesforce. You can view your imported data in Data Sources and Designer.
Import Adjustments and Create an Adjustment Rule in Salesforce Spiff: Adjust the total commission amount for a period in Salesforce Spiff. To make a large number of adjustments at once, upload a file that includes all the adjustment records. Configure a rule so that the adjustment data in the upload file applies to the appropriate reps in the appropriate period.
Import Currency Rates in Salesforce Spiff: If you don't sync currency rates from Salesforce in Salesforce Spiff, you can specify your own conversation rate from your corporate currency setting in Spiff to other currencies. Download, modify, and upload a template currency rate file.
Handle Null Values for Imported Data in Salesforce Spiff: Sometimes when you sync or import data in Salesforce Spiff, fields contain a null value. When Spiff calculates commissions, null values can cause issues because Spiff expects a value for a field, even if the value is zero. To handle null values with imported data, apply a default value for the field in all plans and rules. To handle null values for a specific rule or plan, first create a field on the rule or plan and then specify null handling for that field.
Soft-Delete Imported Records in Salesforce Spiff: To exclude imported records from commission calculations in Salesforce Spiff but keep the records available and searchable, you can soft-delete the records. For example, maybe you want to keep some records available for audit purposes, so you don't want to delete them permanently.
Resources for Salesforce Spiff: Explore webinars, workshops, expert coaching, communities, Trailhead badges, and other resources for getting started with incentive compensation management with Salesforce Spiff.
System Activity Log in Salesforce Spiff: Find version history for all your Salesforce Spiff payout rules, data filters, and variables and an audit trail for login attempts, team and user changes, plan and quota assignments, approvals, and adjustments.
Download and Verify a System Activity Log Export: Download a completed System Activity Log export and use the checksum to confirm that the file is complete and unaltered, which is required for compliance audits.
Export System Activity Log Data: Export System Activity Log data as a ZIP file to support audits, compliance reviews, or long-term record retention outside of Salesforce Spiff.
Manage Sandbox and Deployment Activity in Salesforce Spiff: Track the status of your sandbox environments, review the history of changes, and monitor usage limits. Download change set details for audit records and to troubleshoot issues.
Manage Sandbox Record Usage in Salesforce Spiff: Based on your Salesforce Spiff license, each sandbox has limits on the amount of data that you can create. A sandbox doesn’t copy transactional data from its parent environment, but you can add or import transactional data to your sandbox. Manage sandbox data capacity by tracking the total count of transactional records against your import limits. Archive records to clear space and maintain system performance.
Metric Cards in Salesforce Spiff: Metric cards are visual tiles on a statement in Salesforce Spiff that summarize key commission data, such as total commissions and attainment. Select which metric cards appear, customize them, and arrange them so that reps see the most relevant insights at a glance.
Set Up Multi-Factor Authentication for Salesforce Spiff: Multi-factor authentication (MFA) reduces the risk of unauthorized access to systems by requiring users to provide two or more verification factors, such as a password and mobile device with an authenticator app. MFA is optional in Salesforce Spiff and isn't available if your company uses single sign-on (SSO) authentication.
Carry Forward a Negative Balance on a Statement: If a sales rep's statement in Salesforce Spiff shows a negative balance and you don't want to deduct that amount from the commission payout for the current statement period, you can instead carry the negative balance forward to the next statement period.
Notifications in Salesforce Spiff: Collaboration and transparency are essential for every successful sales team. Salesforce Spiff supports in-app, email, and Slack notifications for comments and approvals.
Manage Notifications in Salesforce Spiff: Receive notifications by email, in-app, or in Slack for activity in Salesforce Spiff. Receive notifications for comments, statement approvals, change set deployments, and changes in ticket status. Admin users can also receive notifications for new tickets.
Calculate Joint Commissions with Opportunity Splits in Salesforce Spiff: When multiple people contribute to closing a deal, opportunity splits help make sure that each person receives credit. In Salesforce Spiff, you can set up commission calculations based on opportunity splits synced from Salesforce. A deal can have multiple splits, and a split type can be revenue, overlay, or a custom type.
Payout Rules: In Salesforce Spiff, payout rules are formulas, calculations, and tables that make your plans run. Payout rules appear on commission plans.
Create a Payout Rule: From Salesforce Spiff Designer, create a payout rule for a commission plan.
Set Effective Dates for Payout Rules: Just like you can set effective dates for a rep on a plan or team, you can set effective dates for a payout rule on a plan. Effective dates determine when a payout rule appears and calculates commission on rep statements.
Lists and Arrays in Payout Rule Design: When creating a payout rule, sometimes you need a function that returns a list or array instead of a single data point. These list or array functions are typically used within other functions to create a formula that calculates a single final output.
Create a Payroll Report in Salesforce Spiff: Ensure accurate and efficient reporting of payroll data for each rep in Salesforce Spiff. Automate the payroll process and make payroll data readily available for every custom report.
Personal Settings in Salesforce Spiff: Change your password, grant access to your environment to Support personnel, and set up notifications and preferred UI language.
Specify Your Preferred Language in Salesforce Spiff: Navigate Salesforce Spiff in your preferred language. Supported languages include English, French, German, Japanese, Spanish, and Portuguese. This setting is available to all Spiff roles.
Grant or Revoke Account Login Access in Salesforce Spiff: Salesforce Support or Professional Services teams sometimes need access to your Salesforce Spiff environment. To protect your data, these users can access your Spiff environment only when a consenting user in your organization grants permission, and they can access only the same data that the consenting user can access. For example, a rep can't grant admin permissions to a Support user. This permission is valid for only a specific period of time. This setting is available to all user roles.
Archive a Plan in Salesforce Spiff: Keep the Plans page and Designer up to date and clutter-free when you archive past plans. Commission plans are often rebuilt at least one time a year, causing old versions of plans to pile up. Archiving plans hides them from view, but they’re still easily accessible.
Assign Users to a Plan in Salesforce Spiff: Help drive sales performance and business growth when you identify which sales reps and managers are covered under the commission plan.
Handle Plan Changes Through Effective Dates for Users: Control when users start and stop getting statements for a plan by adding effective dates. Statements are generated indefinitely if no effective dates are added. Keep up with plan changes by updating Effective Until dates when needed. Remove a user from a plan by adding an Effective Until date.
Create a Plan in Salesforce Spiff: Motivate and reward sales reps for their achievements and contributions when you create commission plans.
Options for Dynamic Data in Salesforce Spiff Plans: In Salesforce Spiff, manage plans more efficiently by making some fields dynamic instead of static. To help you choose the best options, review pros and cons.
Plan Assignment External IDs in Salesforce Spiff: In Salesforce Spiff, the external ID field on a plan assignment supports bulk uploading and updating of plan assignments with Mass Data Management.
Hidden Plans in Salesforce Spiff: In Salesforce Spiff, create plans that are visible only to certain users so that you can generate reports, experiment with new rules, perform mid-year changes, or prepare plans in advance.
Plan Management in Salesforce Spiff: Align the interests of sales reps with the goals of the organization using commission plans. Plans are vital components of a company’s compensation strategy that outline the structure, parameters, and criteria for calculating commissions based on sales performance.
Remove Users from a Plan in Salesforce Spiff: In general, we strongly advise that you never remove a user from a plan. Especially if the user has at one point had a statement calculated for them. Often users remove reps from a plan thinking that if the statement is frozen, it’s preserved. Removing a user from a plan results in losing historical commission statements, even if they’ve been frozen. Rather than removing a rep from a plan, it’s suggested you instead use an Effective Until date to stop the generation of commission statements beyond the specified date
Assign Territories to Reps with Plan Assignments: If your sales reps are responsible for specific regions or territories, manage those responsibilities as part of plan assignments in Salesforce Spiff. Create a custom field that you reference in region data filter.
Primary Keys in Salesforce Spiff: A primary key helps Salesforce Spiff differentiate records based on a unique ID and determine whether to add new rows or update existing rows on new imports. This value must be unique for each record.
Manage Attainment Adjustments with Quota Tables: Track manual adjustments to attainment amounts with a quota table, which provides an auditable log of adjustment entries that you can reference in calculations for all statement statement periods. Overwriting a value on a statement applies only to the rep for a specific statement period, but a quota table provides a more permanent and reliable solution.
Quotas Management in Salesforce Spiff: Create and manage quotas that motivate your sales reps. Manage quotas in Salesforce Spiff with a quota table, which includes quota values for commission calculations for all reps assigned to this quota type.
Set Up a Quota Table: Specify how you want to format values in a quota table in Salesforce Spiff. Update the table's name or cadence.
Assign Users to a Quota Table: After you've created a quota table in Salesforce Spiff, start assigning users to the quota table.
Add Values to a Quota Table: After you've created a quota table and assigned users in Salesforce Spiff, enter quota values.
Create a Ramp for New Hires in Salesforce Spiff: A ramp in Salesforce Spiff refers to a structured period of time for new hires to learn the company's products, processes, and sales strategies without the immediate pressure of meeting full quotas. Gradually increase quotas over time so new reps can build their pipeline and gain confidence in their selling abilities. A ramp is also called a guaranteed commission and is a common feature of many commission plans.
Refresh Webhook Tokens in Salesforce Spiff: If you didn’t make note of the connector ID and secret for a webhook that you created in Salesforce Spiff, those credentials are permanently lost when you close the new webhook window. These credentials are required when you set up a Spiff connection in Workato. You can’t restore these credentials, but you can generate different values.
Data Relationships in Salesforce Spiff: Salesforce Spiff organizes data used for calculating commissions in multiple separate tables. To calculate commission logic correctly or create data filters, establish relationships between tables. A relationship requires a field in each table with a common value. For example, to connect Deals with Accounts, the values of the Deals table's CustomerAccount field match the values of the Accounts table's external_id field.
Viewing Related Records from a Datasheet in Salesforce Spiff: The View Related Records option on a record in a Salesforce Spiff datasheet shows you the record’s relationships to records on other objects. You can also access a related record from the Fields tab under Data.
Reporting in Salesforce Spiff: Track and analyze sales commission data, trends, and performance with prebuilt Salesforce Spiff reports and dashboards. Or, integrate other sophisticated reporting tools such as Salesforce Data 360.
API Reports and Salesforce Spiff Reporting API: Integrate Salesforce Spiff commission data with other systems, such as automated payroll or analytics tools. Create a custom report that's accessible by Salesforce Spiff Reporting API endpoints, which you can use to export and download the report for use with other systems. To get started, set up the report in Spiff, generate a Client ID and Client Secret for API access, and generate an OAuth 2.0 bearer token with those credentials.
Audit Report for Obligations in Salesforce Spiff: Gather all the essential data you need to audit obligations in Salesforce Spiff with the Audit Report template. The report includes the frozen status of obligation lines, the last calculation time stamp, statement error date, and more. Add columns from the Audit Report template to any custom obligation report. You can also customize the template by adding any field available in a typical obligation report.
Show Currency Codes in a Report in Salesforce Spiff: When you add a currency column to a report in Salesforce Spiff, by default the report doesn’t show the currency code. You can add the currency code for the Commission Amount column in statement reports and obligation reports.
Add Currency Conversion Rates to Reports in Salesforce Spiff: To show currency conversion rates in a report in Salesforce Spiff, create a calculation that shows the conversion. Make sure that you know the exact conversion rate, typically from your company's currency to another specific currency. You can include the calculation in a reporting field or visible field for statements and reports.
Add a Designer Field or Calculation to a Report in Salesforce Spiff: Reports in Salesforce Spiff are generated from fields and metrics used in plan statements or commission logic. Designer fields or calculations not used in statements or commission logic aren't available for reports by default. To show one of these fields in a report, add the field to the payout rule that calculates commission.
Obligation Reports and Statement Reports: The statement report provides a general overview of your data in Salesforce Spiff. The obligation report shows a more detailed look at specific obligations. You can add any field or calculation shown in a statement or used in Spiff logic to these reports.
Standard Reports in Salesforce Spiff: Help users in Salesforce Spiff visually compare commission metrics of their reps. Export, share, or save visual reports.
Create a Custom Visual Report in Salesforce Spiff: You can create your own line or bar graph for any calculation you want to explain visually in Salesforce Spiff. For example, create a visual report in the Leaderboard format for a worksheet calculation that's shown as a metric card on a rep statement.
Reports and Dashboards in Salesforce Spiff: Salesforce Spiff provides several prebuilt standard reports for individual commission breakdowns, team performance summaries, and time visualization. Spiff also includes custom reports so managers can create their own reports for more strategic incentive compensation insights. Prebuilt dashboards organize all your visual reports and custom reports in one place.
Rollup Filters in Salesforce Spiff: Give credit for closed deals to users who don't own the deal in Salesforce Spiff. For example, let managers receive credit for the deals closed by their team members. Or, a user on one team gets credit deals closed by another team. In Spiff, implement a rollup with a guided rollup, plan assignment custom field, or team function.
Create a Manager Rollup Filter for Opportunity Splits: Opportunity splits occur when two or more people contribute to a deal and the commission is divided among the contributors. In Salesforce Spiff, help managers view opportunity splits with a manager rollup filter.
Create a Rollup Filter of Team Deals: Manager commission plans in Salesforce Spiff often include rollups for business metrics such as revenue, gross profit, and number of deals closed. A manager can receive commission on the sum of the revenue closed by the team. Some companies refer to this kind of rollup as an override plan, where a manager receives an override on the performance of their team.
Create a Rollup Filter of Team Members: With a rollup filter of users that belong to the same team in Salesforce Spiff, you can calculate the number of team members when a plan component requires splitting an element equally across the team members. Or, check how many team members achieve quota for a component of a manager plan.
Salesforce Spiff Rules: Before you create commission rules in Salesforce Spiff, review rule options and guidelines.
Differences Between Line-By-Line and Lump-Sum Rules: In Salesforce Spiff Designer, you can build line-by-line rules or lump-sum rules. The rule type affects functionality on the commission statement and reporting options.
Considerations for Ghost Rules: Ghost rules are payout rules where the output doesn’t contribute to a rep's total commission amount for a statement period. Ghost rules are helpful in situations where you want to start building or testing rules for the next quarter or year, or when you want to perform mid-year plan changes.
Create a Basic Attainment Rule with an Individual Commission Rate: Create a more dynamic, fair, and motivating compensation structure that drives sales performance and supports the unique needs and goals of your sales team. Instead of a flat commission rate, pay commission for on-target earnings (OTE) using an individual commission rate (ICR) or attainment percentage.
Line-By-Line Rule Examples: Payout rules let you create calculations that determine how your reps earn a commission. Line-by-line rules calculate a commission amount by applying a calculation to each item in a data filter such as a deal or an opportunity. Calculation output from each item is summed to get the total for the rule.
Create a Line-By-Line Rule: Line-by-line rules apply a calculation to each item in a data filter. To get the total for the rule, the calculation output from each item in the data filter is summed.
Create a Rate Look-Back Rule: Pay commissions months or years after the date when attainment is retired by looking back to see the rate a rep achieved for a deal.
Lump-Sum Rule Examples: A lump-sum rule pays out one obligation amount that you define with calculations. The final payout calculation comes from a single cell in a worksheet. Worksheets contain formulas that have a single value, either entered directly or as the result of a formula.
Create a Lump-Sum Rule: For lump-sum rules, the final payout calculation comes from a single cell in a worksheet. Worksheets contain formulas that have a single value, either entered directly or as the result of a formula. The result of 2 + 2 is 4, a single value. We don't calculate data for every record in the data filter that’s used.
Create Management by Objective Rules: Management by objective (MBO) is a management system that measures an individual's performance against specific targets or goals. You can implement an MBO rule in Salesforce Spiff and handle your company's unique requirements. Typically, an MBO requires manual data to complete the calculation, such as a performance review score from a manager.
Meeting Count Rule Examples: Meeting count rules help reps earn commissions for a specified number of meetings. You can customize the meeting count rule to fit your specific needs.
Quarterly Payout Rule Examples: Sometimes you want to pay commission to an employee but only at a certain time, such as at the end of a quarter. If you have monthly statement periods, you can use Salesforce Spiff date functions to pay out at a time you choose.
Create a Team Attainment Rule for Managers: Show a team’s attainment to their manager. Empower managers to proactively drive their team’s sales performance and influence their own commissions.
Create a What-If? Rule: Motivate reps to close deals with What-If? rules. Show reps potential commission earnings when they meet the criteria you define in your data filter. For example, let reps see the commission they can earn if they close all pipeline deals for the period.
Sandboxes and Change Sets in Salesforce Spiff: A Salesforce Spiff sandbox provides a trusted, low-risk environment that’s independent from your production environment. You can update commission logic and test new features without affecting your production environment. After validation, use a change set to deploy the updates to a parent or production environment.
Set Up Single Sign-On for Salesforce Spiff: Support a more efficient experience for users who log in to Salesforce Spiff by setting up SAML single sign-on (SSO) with an identity provider, including Google, Okta, and Microsoft Azure Active Directory. Configure settings in your identity provider and in Spiff.
Customizing Statements in Salesforce Spiff: Admins can customize the information shown in rep statements in Salesforce Spiff. Modify the metrics that are included in statements, change display names, freeze columns and adjust column widths on payout rule tables, and add some fun to the experience with emojis. Every rep on the same plan has the same statement layout, so editing a statement for a rep applies changes to everyone on the plan.
Freeze and Resize Columns on Payout Rule Tables: Set the default column layout for payout rule tables on statements. Freeze columns to keep them visible while reps scroll, and set column widths to match the data in each column. Layout changes apply to all reps on the same plan.
Update Metric and Field Display Names in Designer: Improve sales teams’ efficiency and effectiveness by showing reps metric and field names that make sense, instead of names created from commission logic. When reps can identify deal data easily, they can adjust their plans accordingly and with peace of mind.
Hide Empty Metrics from a Rep’s Statement: Simplify the information shown in a statement in Salesforce Spiff so that sales reps and managers can focus on key details. If a statement metric doesn’t produce a value during the statement period, hide the metric so that the resulting statement shows only meaningful values.
Best Practices for Managing Memory in Salesforce Spiff Statements: Calculation delays occur when the Salesforce Spiff takes too long to process a requested action. Statement processing can time out with errors, which are often related to large data filters, complex plan design, and inefficient rule structures.
Create a Calculation for a Custom Metric: Along with the default and pre-built metrics, you can add custom metrics to statements. Any calculations that you create in Designer can be used as a metric card.
Add and Edit Standard and Custom Statement Metrics: Help reps spend more time on sales and less time creating commission spreadsheets when you add useful metrics to their statements. Include standard and custom metrics, rearrange their order, and remove the ones you don’t need. Any calculations that you have previously created in Designer can be used as a metric card. Changes to metric cards apply to all statements on the same plan.
Add and Edit Payout Rule Metrics: Motivate reps by giving them insight into payout rules. Reps learn what deals to focus on at the end of the month or statement period when they see key metrics and data such as quarterly quota and commission. Changes to rule metrics apply to all statements on the same plan.
Edit Tabs on a Lump-Sum Rule: Reduce disputes and questions when you give reps more detailed information on the data from various objects and data filters that are involved in a payout rule.
Add Tooltip Descriptions to Statement Metrics and Payout Rules: Help sales reps and managers better understand the information they see in Salesforce Spiff statements, and help Spiff admins deflect and resolve cases more efficiently. Add tooltip descriptions that explain metric tiles, key metrics and data, or obligations table columns. Edit the default, visible descriptions of certain payout rules.
Considerations for Adding Emoji to Statements: Enhance communication, simplify complex information, and create an engaging experience for your reps with emoji. Help reps be more productive by presenting information that’s informative and visually engaging on commission statements.
Emoji in Statement Formulas: You can incorporate emoji into formulas to emphasize sales numbers. For example, adding emoji next to ACVs helps you quickly see their status and measure sales team performance.
Enhance Trending Performance with Emoji: Visualizing the trending performance of commission statements over specific periods, such as months, quarters, or years, is crucial for data-driven decision-making. Incorporating emoji and creative visuals can enhance the presentation of performance stories, making them more engaging and insightful.
Add Emoji and Messages to Quota Performance: Provide more information to reps about their performance against quota with emoji and messages. Motivate reps to reach their quotas by displaying the amount required to reach the quota, accompanied by a special congratulatory message upon achievement.
Statements in Salesforce Spiff: Sales reps track their individual commissions from a certain time period on statements, which shows details about metrics and payout rules used for calculating commissions. Admins can also view, analyze, and manage statements.
Admin View of a Rep Statement in Salesforce Spiff: The admin's view of a rep's statement is very similar to what the rep sees. However, the admin's view includes functionalities not available to the rep.
Managing Commission Statement Approvals: Some states and municipalities require companies to have a rep approval process for commissionable wages. Some larger companies want to add security in addition to compliance by defining the approval route to prevent system abuse, institute controls, and reduce risk. In Salesforce Spiff, request statement approvals manually or set up an automatic process for end-of-period statement approvals.
Manage Statement Approvals Manually: In the Approvals table, you can send statement approval requests, review statement approval progress, and approve a statement.
Set Up Statement Approval Routes: Approval routes determine who approves statements, the number of approvers, the order of approvers, approval reminders, and team lead routing. You can define multilevel approval routes with flexible approval structures for end-of-period statement approvals and document approvals. You can also set up an automatic approval process for a default approval route to reduce manual work and avoid delays.
Creating and Deleting Statements in Salesforce Spiff: You don't manually create or delete statements in Salesforce Spiff. Instead, a nightly automated job creates and deletes statements based on changes in plan assignments, statement periods, user mappings, user records, and team automation.
Solve Data Drift Issues in a Rep's Statement with Historical Data: Data that changes over time causes data drift. For example, an opportunity that changed ownership as it moves through different stages can show up in a rep's data filter in Q1 but not in Q2. Salesforce Spiff administrators sometimes need to know the commission value from a previous period, such as how much a rep earned on new deals three months ago. Because of data drift, that value can be different now than it was when the commission statement was first calculated. To overcome this issue and look up past commission statement and payout rule values, use the amounts_from function.
Exclude Specific Deals from a Statement: In some cases, you want to exclude specific deals from a rep's statement. You can use plan assignments to designate the excluded opportunities.
Freezing and Unfreezing Statements: Freezing statements locks the commission statements and prevents future recalculations from affecting the shown amount or fields. You can freeze individual statements, bulk-freeze multiple statements, and set up automatic statement freezing.
Make Manual Adjustments and Manual Draws in Statements: Make manual adjustments or add draws to any rep statement. Both manual adjustments and draws don’t tie back to any specific opportunity and they don’t count towards quota attainment, and multiple adjustments/draws will display a single sum in reports. Manual adjustments and manual draws are best used for one-time, top-level adjustments to a commission statement total.
Default Top-Level Metrics in a Rep's Statement: At the top of a rep's statement in Salesforce Spiff, the Total Commissions, Commission Trend, and Commission Breakdown metrics are available by default.
Overwriting Rep Statements: Change the value of a CRM field in Salesforce Spiff. An admin can overwrite a calculation or data contained in a rep’s statement. An admin can change the information from the statement itself or from the Data Sources page.
Overwrite a Rep’s Statement: Sometimes you must overwrite a statement-level or general calculation that’s shown a specific rep statement.
Overwrite Commission Data in Data Sources: If you're updating only commission data for a statement and want to apply the change to your entire organization, overwrite the statement record within Data Sources.
Adjust Payout Rule Display in a Rep’s Statement: To make sure that reps stay focused on the most important data, you as an admin can change the display of the Payout Rules section of the rep’s statement. Adjust the displayed metrics, the order in which metrics appear, and the columns in the Obligations table.
Accounting for Inter-Period Plan Changes for Reps: Make sure that reps who transition from one plan to another within a statement period are paid for the plan they were assigned to when the deal closed.
Recalculating Commission Statements: After a data import or change in plans or commission logic, you can manually recalculate individual or all unfrozen statements to get accurate commission amounts.
Rep View of a Statement in Salesforce Spiff: Statements are specific to plans, and every rep on the plan sees the same information layout in their statements. If a rep has multiple plan assignments, they select a plan before they can view the statement for that plan.
Teams and Team Hierarchies in Salesforce Spiff: Your organization can have a complex hierarchy involving multiple team levels. With the team hierarchy visualization, you can view your organization's teams and team structure in a way that captures the intricacies of various parent teams with their associated subteams, and even the subteams within subteams. A team is a group of members and team leads. A hierarchy is a group of related teams identified by its top-level team. Use teams and hierarchies to control who can view rep statements and to support commission rollups.
Automatically Assign Plans and Quotas to Team Members: If teams in Salesforce Spiff share plans or if you want to add teams to the same quotas, turn on Automation for teams. Users are assigned to plans and quotas automatically when they're assigned to a team.
Create a Team and Manage Team Members Manually in Salesforce Spiff: Create a team and assign team members from the Teams page in Salesforce Spiff. You can create team hierarchies by creating subteams. You can also assign users as team leads to allow them to view team member statements and easily enable rollouts.
Determining a Rep's Team Membership Status When a Deal Closes: Calculate rollups, territories, and split percentages for reps correctly in Salesforce Spiff. Determine whether a rep is part of a team on the date when a deal closes. You can use data filters or worksheet calculations.
Team Management in Salesforce Spiff: Teams are an important component of commission plans. Sometimes team members receive commissions based on the entire team's performance, and managers receive commissions based on a team's performance, or even multiple teams. You can assign members to a team for a limited period by defining the start and end dates for the assignment. Teams can also be assigned team leads who can view the team members’ statements. When creating a variable for multiple plans, you can use custom fields in numerous plans and customize the value uniquely for each team.
Validate and Submit a Change Set in Salesforce Spiff: Before submitting a change set to the production environment, validate the change set to check for potential issues that prevent Spiff from merging the changes. However, validating a change set doesn’t verify that the changes result in calculable commission statements. Before submitting your change set, select the necessary dependent items. If you don’t include the dependencies, calculation errors can occur. After you test your changes, submit the change set for approval and deployment.
Ticket Management for Statements in Salesforce Spiff: Resolve reps' statement and obligation issues with a built-in ticket management system in Salesforce Spiff. You can also integrate an external ticket management system.
Ticket Access and Notifications in Salesforce Spiff: Ticket access in Spiff is independent of access to related statements or obligations. Any user with visibility into a ticket can resolve it, regardless of their permissions for the underlying records.
Set Up Ticketing for Salesforce Spiff: Set up the built-in ticket management system in Salesforce Spiff or integrate an external ticket management system.
Capture Trace View in Salesforce Spiff: Admins and reps in Salesforce Spiff can visualize how metrics, rule totals, and deal amounts are calculated in statements. In trace view, also called Capture Trace, users can click into a highlighted item and view more details. Tracing calculations in Spiff helps you debug calculations, test new calculations, provide transparency, or conduct an audit. Admins can turn off trace for some items in Designer.
Reduce Commission Engine Load with Upstream Data Changes: Preparing data in Salesforce before it syncs into Spiff reduces the work the commission engine performs. Addressing data structure, type conversions, and crediting logic upstream produces faster, more maintainable commission calculations.
Archiving User Accounts in Salesforce Spiff: After you archive a user account, it’s hidden from Spiff. If you ever must assign this account to a new team or project, it won’t be available. You can unarchive the user account if needed.
Unlock a User Account in Salesforce Spiff: After ten invalid login attempts by a user, their account is locked in Salesforce Spiff. When the user's account is locked, they receive an email notification. Only an admin can unlock the account.
Adding Users in Salesforce Spiff: Add users in Salesforce Spiff by creating individual users manually, importing a spreadsheet with details for multiple user records, or syncing user records from an connected external system, such as Salesforce.
Considerations for Adding Users in Salesforce Spiff from Multiple Sources: Integrating users into Salesforce Spiff from multiple sources can lead to errors and system disruptions due to the creation of multiple user tables. Managing multiple user tables complicates user management, and plan assignments.
Import Users in Salesforce Spiff Manually: Admins can manually import users in Salesforce Spiff by downloading, modifying, and uploading a template .csv file. You can also add other admins.
Invite Users to Salesforce Spiff: If your organization isn’t using SSO, you can invite reps to see tier commissions in Salesforce Spiff.
User Management in Salesforce Spiff: Each user in Salesforce Spiff has several attributes, such as their displayed name, email address, role (permissions), and default currency. Additionally, users are typically assigned to various teams, plans, and quotas. These attributes and assignments can all be managed by admins in the user management table and the user profile. Admins can use the user impersonation feature to log in as other users in the system. This lets them see the platform from that user’s point of view.
Considerations for Logging in to Salesforce Spiff: When a user signs in, Spiff checks whether their credentials are associated with single sign-on (SSO) or multi-factor authentication (MFA) systems. Troubleshoot the login flow for any users who are experiencing login issues.
User Profiles in Salesforce Spiff: On the User Profile for a specific user, you can see segments for User Info, Team Assignments, Plan Assignments, and Quotas. Admins can use the user impersonation feature to log in as other users in the system. This lets them see the platform from that user’s point of view.
User Roles and Permissions in Salesforce Spiff: Give users the appropriate level of access so they can be successful in Salesforce Spiff, and enforce the principle of least privilege. Assign a default role to each user, or create custom roles with access to specific Spiff functionality.
Create a Custom Role in Salesforce Spiff: Fine-tune access for incentive compensation plans and give stakeholders control of specific Salesforce Spiff functionality. If a default Spiff role doesn’t provide the appropriate permissions for a user, create a custom role using a default role as a starting point.
Third-Party Data Integration in Salesforce Spiff with Workato Recipes: All third-party data integrations in Salesforce Spiff, other than the default Spiff import option and default Salesforce connector, are managed through Workato, an iPaaS tool. With Workato, you can export, transform, and load data from one system to another.
Configure Workato in a Salesforce Spiff Sandbox: Configure Workato in a Salesforce Spiff sandbox to test data integrations before deploying changes to production. The sandbox uses your production company's Workato account, so you can copy and reuse existing recipes and connections without re-creating them from scratch.
Considerations for Worksheets and Worksheet Calculations: Worksheets provide the functionality to create calculations that produce a single output. Worksheet calculations are flexible and can be used in data filters, other worksheet fields, and in datasheet fields tied to objects on unrelated plans.
Create a Worksheet in Salesforce Spiff and Add a Calculation: Define and manage sales compensation plans and determine the payouts based on those plans. Worksheets and calculations ensure that sales compensation is accurately and fairly distributed, aligning with the organization's goals and motivating the sales team.
Create a Year-to-Date Commission Calculation in Salesforce Spiff: Create a calculation that generates a report on the year-to-date (YTD) commission default metric card in a Salesforce Spiff custom report. You can also use this calculation to show the fiscal year YTD commissions as a metric card.
Account Target Management: Account Target Management helps Sales Operations teams distribute financial targets across accounts in a structured, scalable way. By combining top-down targets from finance with bottom-up input from the field, teams better understand account potential and create territories that support realistic quota planning. This feature supports planning decisions rather than prescribing a single method. It provides visibility into how account-level targets roll up to territories, helping teams evaluate fairness, risk, and feasibility.
Quota Planning: Set and Refine Sales Goals: Once you define territories and calculate account targets, sales leadership and Quota Planners use this data to set final sales goals for representatives. In this phase, Account Target Management serves as a feasibility check.
Territory Planning: Distribute Goals and Balance Territories: During the territory planning phase, sales operations and territory planners distribute goals and analyze territory balance. Because planners function as salesforce administrators in this context, they have full visibility into allocation methods, bucketing strategies, and logic adjustments.
Sales Stage Analysis Conversion: Dive into the details of your pipeline using Stage Conversion analysis. You can answer questions such as what percentage of the pipeline progressed beyond each stage in a time period. You can see what percentage of pipeline progressed to close from this stage on the same day of this last period. You can understand what is the average conversion rate for open opportunities for the selected stage.
Sales Stage Analysis Dashboard: The Sales Stage Analysis dashboard shows how deals move through stages of the sales process and how conversion takes place in each pipeline stage. It also reveals bottlenecks and exposes at-risk opportunities.
Sales Stage Analysis Progression: Sales Stage Analysis Progression shows how deals move through stages of the sales process and if deals are moving smoothly. It also reveals bottlenecks and exposes at-risk opportunities.
Get Help for Salesforce Subscription Management: Set up and maintain automated processes for managing both one-time sales and subscription sales. Create and categorize product catalogs, including product bundles. Manage pricing, quote products, generate invoices, process payments and refunds, issue credit memos, and track customer purchases over time. Use the Buy Now flow template to automate order processes while you control your customer channels. Use Einstein Collections (beta) to evaluate the risk of late payment.
Considerations for Using Tasks: When you use tasks, keep in mind these considerations for creating, updating, delegating, and managing your task items.
Task Fields: Task records have standard fields for tracking and recording task details.
Disable Task Notifications in Salesforce Classic: Depending on your Salesforce settings, you may be able to control whether you receive a notification when someone creates or assigns you a task.
Tasks: Keep your to-do list in Salesforce and stay right on top of your deals and accounts. Easily relate every task to records for leads, contacts, campaigns, contracts, and other information that you need. Salesforce gives you different tools to maximize productivity—quick ways to create and update tasks, prefiltered task lists, and task notification options.
Considerations for Enabling User Control of Task Notifications: When the setting Enable user control over task assignment notifications is enabled in Activity Settings, users see the option Email me when someone assigns me a task in their personal settings. Both the setting and the option are enabled by default.
Customize Task List Actions: To customize the buttons that appear next to task lists, like the one on the Tasks tab, update the Tasks page layout.
Enable Recurring Tasks: Let users create tasks that repeat at a specified interval. If you disable this setting, users can still edit the interval of an existing recurring task, but they can’t create more recurring tasks.
Repeat a Task: Use repeating tasks to make a task recur a specified number of days after a trigger that you choose. The next task in the series is created only when the current task is due or marked completed. Repeating tasks are a streamlined alternative to regularly recurring tasks when you don’t have to get a task done on a specific day.
Integration for Microsoft Teams Cookies: The integration with Microsoft Teams uses cookies to establish and identify unique user sessions for increased security.
Integration with Microsoft Teams Features: The Salesforce integration with Microsoft Teams lets team members mention and interact with Salesforce records directly in desktop and mobile versions of Microsoft Teams. Review the features available in each environment.
Manage the Salesforce Integration with Teams: As your reps use the integration with Teams, entries about their login attempts and OAuth sessions are made in Salesforce. User mappings are created so users stay logged in to Salesforce from within Teams. Use the Salesforce pages described in this section to view who has accessed the integration and to manage their access.
Troubleshoot Access to Salesforce from Microsoft Teams: Logging in to and authenticating with Salesforce requires that the integration with Teams is on and that users have the correct permissions. Review the potential reasons why Teams users can’t log in to Salesforce from within Teams.
Manage User Access to the Integration with Teams: The first time a user logs in to Salesforce from Teams, they’re prompted to accept access levels that the integration requests. These levels are required to send data securely between Salesforce and Teams. Accepting the levels creates a user mapping that you can manage in the Connected Apps Oauth Usage page in Salesforce setup.
View Who Accessed the Integration with Teams: Each time a user logs in to Salesforce from Microsoft Teams, their login attempt is added to the Login History page in Salesforce setup. Use the login history to monitor all login attempts from Teams to Salesforce.
Integration with Microsoft Teams: Integrate Salesforce with Microsoft Teams to bring Salesforce data directly to Teams users on their desktop and mobile devices. Teams participants can mention Salesforce records directly in chats or channels in Teams to provide information about a contact, lead, opportunity, account, or case. Teams channel members with Salesforce access can view more record details without leaving Teams.
Configure the Integration with Microsoft Teams in Salesforce: Turn on the integration with Teams in Salesforce. Then users with the User for Teams Integration permission can access Salesforce data and mention Salesforce records in their Teams conversations.
Set Up the Salesforce Integration with Microsoft Teams: To integrate Salesforce with Microsoft Teams, complete the required Salesforce setup. Work with your Teams administrator to ensure that Teams is configured correctly so users can access the Salesforce app in Teams.
Provision the Integration in Microsoft Teams: After the setup is complete in Salesforce, work with your Microsoft Teams administrator to ensure that the Teams environment is set up correctly. The Salesforce app provides the integration features within the Teams interfaces. The app permission policies maintained in the Microsoft Teams admin center determine which apps users can install. Those policies also determine which apps users can pin to the Teams app bar in their desktop and mobile clients can pin within their teams.
Integration with Microsoft Teams System Requirements: The integration with Teams is available in the Teams desktop app, on the web, and in Teams mobile. Make sure that your system and mobile devices meet the integration requirements.
Log Out of the Salesforce App in Teams: To disconnect your Salesforce account from Microsoft Teams, log out of the Salesforce App. You can’t share or view Salesforce records while logged out.
Use the Integration for Microsoft Teams: After the integration is enabled and configured, users with the correct user permissions can access the Salesforce app in Teams. Use the app to mention Salesforce records in conversations, preview and edit records other channel members mention, and pin Salesforce records for easy access in a channel or meeting. Take advantage of Salesforce Meetings from Teams to review event details, meeting insights, and prepare for meetings.
View and Edit Salesforce Records in Microsoft Teams: When a Salesforce record is added to a tab in Microsoft Teams, you can access the same record information that you see in Salesforce. You can make edits to record details, view the record activity, interact with related records, and post to Chatter for the record. Your changes and additions are saved to the record in Salesforce. The record information updates in the tab as changes are made in Salesforce. If you’re in Salesforce or in Teams, you’re up to date on the latest record information.
Add Salesforce Records as Custom Tabs in Microsoft Teams Channels and Meetings: Conversations in Microsoft Teams are fast-paced and grow as a feed. So mentions of Salesforce records can be lost in the details. For quick access to a record’s details, add a Salesforce record as a tab in a Teams channel or meeting. Members can add collaboration details in the record tab in desktop and web versions of Teams. The collaboration details from the tab are added to the channel or meeting feed.
Mention Salesforce Records in Microsoft Teams Channels and Chats: To provide information about a Salesforce record in Microsoft Teams, mention the Salesforce record that applies to the conversation. Other team members can review the record details without leaving Teams.
Opportunity Teams and Opportunity Splits: Create opportunity teams to make it easier to collaborate and track progress on deals. Use opportunity splits and opportunity product splits to share revenue from a Closed Won opportunity among team members.
Customize Opportunity Team Roles: Every opportunity team member has a role in the opportunity. To track the roles that team members fill in your company, such as account manager or sales rep, customize opportunity team roles.
Disable Opportunity Teams: If you’re not using team selling and you don’t want to retain opportunity team data, you can disable opportunity teams.
Turn on Opportunity Teams: Help your reps collaborate on specific deals by enabling opportunity teams.
Customize Opportunity Split Types: Revenue and overlay splits are supported on currency fields and summary fields that rollup to a currency field on opportunities by default. To reflect reps’ quotas and optimize support for sales operations, create up to six custom opportunity split types. Specify whether each custom type must always total 100%.
Disable Opportunity Splits: If you’re not using opportunity splits and you don’t want to retain the data, you can disable the feature.
Edit Splits Layouts: Choose the fields for sales reps to use when managing opportunity splits and opportunity product splits.
Get Ready to Enable Opportunity Splits: Before enabling opportunity splits check for mass operations in progress, inactive currencies, and automated process users related to opportunities.
Set Up Opportunity Splits and Opportunity Product Splits: Prepare to enable opportunity splits by meeting prerequisites. After enabling splits, you can create custom split types to optimize splits for your sales processes. You can also set up opportunity product splits for your opportunity split types.
Add Opportunity Product Splits: To give team members credit for products they support in closing deals, add opportunity product splits to opportunity split types.
Deactivate or Delete Opportunity Split Types: Deactivating a split type removes it from the Salesforce interface while saving the underlying data, so that you can reactivate it later. You can have a maximum of eight active split types. If your users need another split type, you can deactivate a split type to reallocate one. Deleting a split type permanently removes all related data, reducing your storage needs.
Territories on Opportunity Splits and Opportunity Product Splits: As sales teams collaborate on deals, make it easier to give credit to more team members and territories for helping to close deals. To see how territories contribute to overall sales, allow sales teams to assign opportunity splits and opportunity product splits to territories.
Select Which Users Can Create and Share Email Template Folders: Admins and any users with the Modify All Data permission can create email template folders. To let other users create email template folders, give them the Create Folders for Lightning Email Templates permission.
Territory Planning: Design high-performing territories that promote a fair distribution of work, eliminate gaps in coverage, and improve customer experiences with your company.
Add Unit Attributes to Alignments Created from Segments: Enhance the information in live alignments that are managed in CRM Analytics and created using segment data sources in Territory Planning. Set up attribute fields in a CRM Analytics connection and recipe, then include those attributes in your alignment.
Creating and Publishing Alignments: Model territories in alignments that you create using your datasets in Territory Planning. Then publish your alignments to Sales Territories, Salesforce Maps, or Field Service. Update the Salesforce fields of your choice with the latest territory data and gather feedback on alignments from leadership.
Filter Boundary Sets in an Alignment: Optimize your territory planning workspace by removing specific boundaries that you don’t plan to use in a territory.
Geographic Fields in Live Data Alignments: When you create an alignment with live data, the alignment requires that you have mapped fields from a data source so that units can appear on the map and be assigned to boundaries. The alignment defines latitude and longitude values, and each boundary set defines other geographic fields. If you’re using multiple boundary sets, each boundary set evaluates the correct fields on your records.
Boundary Matching Requirements in Live Data Alignments: When you create an alignment with live data, Territory Planning tries to match the country and postal code string values in your data source with your boundary set definitions.
Creating Alignments with Hierarchies: Design territories with hierarchies that you create from scratch or import from other sources into Territory Planning. When you create alignments with live data, you import a hierarchy directly into your alignment. If you create alignments with copied data, you add a hierarchy at that time or import it into your alignment later.
Create Alignments Based on Other Alignments: Design territory models using other alignments that you created in Territory Planning. Adjust regions, districts, and territories. Then compare alignments so that you gain insight on the variations that give your sales and service teams optimal territory coverage.
Create Alignments from External Territory Model Data: Account for compelling events in proprietary and third-party territory management systems when you import their model data into Territory Planning. Refine and optimize models from the map, then publish them to CSV files. Use the CSV files when you update those territory management systems later.
Create Alignments from a Dataset’s Source: Plan territory models using a data source that contributes to your dataset in Territory Planning. For example, you want to create an alignment that includes only US accounts that a specific Salesforce report captured for your dataset.
Create an Alignment from a Salesforce Territory Model: Import a territory model from Sales Territories into Territory Planning and configure it as an alignment. Adjust area names, assignment rules, and boundaries to match your current sales structure.
Create Alignments from Scratch: Build territory models from the top or from a sample model in Territory Planning. Set up regions, districts, and territories that reflect the structure of your sales and service areas.
Publishing Alignments: Put your territory alignments into action when you publish them to Sales Territories, Salesforce Maps, or Field Service. Update specific fields in Salesforce with the latest territory data and encourage feedback on alignments among sales and service leadership in PDF files that you create within Territory Planning.
Publish Territory Data to Use in Other Systems: Plan your territory models in Territory Planning and import them into proprietary and third-party systems. Choose the territory model data that you publish to CSV files, which can include your territory model or specific areas, boundaries, and units.
Publish Alignments to Sales Territories: Update Salesforce territory models and their assignment rules when you publish the alignments that you create in Territory Planning to Sales Territories.
Publish Alignments to Field Service: Design and update map-based service territories for Field Service using Territory Planning. Service operations publish those territories in the form of alignments as service territory polygons.
Publish Alignments to Salesforce Maps: Create shape layers that include territory model details from the alignments you create in Territory Planning.
Share Alignments in PDF Files: Encourage feedback on alignments from sales and service leadership. Sharing alignments in PDF files from Territory Planning gives stakeholders opportunities to provide guidance for fine-tuning your territory models.
Publish Territory Updates to Specific Fields in Salesforce: Populate Salesforce fields with updated territory data from Territory Planning. Most commonly, you update Salesforce fields that correspond with the records you import for your datasets.
API Access for Territory Planning: Territory Planning relies on Salesforce API endpoints under /services/ and access to these endpoints typically requires that you turn on API access for users. To help you determine how to grant API access, review the Web Services APIs that Territory Planning depends on.
Boundary Data Update Cycle in Territory Planning: Territory Planning doesn’t always reflect the latest boundary data for a specific country. The timing of when different regions process and validate updates or when you create alignments can affect the freshness of boundary data.
Importing Data for Planning Territories: Design equitable and well-functioning territories for your sales and service teams when you get the right data from Salesforce into Territory Planning. Create datasets that contain data from Salesforce reports and queries. Bolster your datasets and any alignments with supplemental data that you import from other sources.
Importing Attributes to Supplement Territory, Market, and Customer Data: Get your territories dialed in with supplemental data from outside sources. For example, import account attributes from your company when you create datasets or add market data from a third party to any alignments in Territory Planning.
Creating Datasets: Specify which Salesforce data to include in Territory Planning from reports that you run using your custom report types and SOQL queries that you write.
Create Datasets That Include High Account Volumes: Import high volumes of accounts while staying within dataset allocations. Aggregate records as a single unit within each territory boundary in Territory Planning.
Allow Assignments to Boundary and Country Fields: Keep unit assignments consistent across Salesforce, Territory Planning, and Sales Territories. Territory Planning matches boundary and country fields for unit assignments so the assignments stay the same throughout the planning process.
Create Datasets from Reports: Plan territories by specifying which Salesforce records to include in Territory Planning datasets. For your data sources, you select from reports that you’ve run from your custom report types.
Create Datasets from SOQL Queries: Plan territories by specifying which Salesforce records to include in datasets by using SOQL queries that you write in Territory Planning.
Designing Strategic Territories: Meet and exceed sales and service goals when you adjust territory plans for the changing times in Territory Planning. Optimize territories for in-person and remote visits, and focus on key areas using heat and choropleth maps that you set up with relevant attributes.
Compare Boundaries in One Alignment with Another: Identify differences in boundary lines between the alignment you’re working on and another that you overlay in Territory Planning. Alignment overlays help you plan territories that complement sales and service efforts among multiple divisions in your company.
Assigning Units Based on Rules and Criteria: Ensure that your sales and service reps nurture accounts that fall within their areas of responsibility using assignment rules and criteria in Territory Planning.
Considerations for Assigning Units Based on Rules: Handle assignment conflicts and errors so that every account belongs to the most suitable rep when you create, update, and run assignment rules in Territory Planning.
Assign Units Based on Rules That You Define: Distribute accounts to reps based on their areas of responsibility, such as industry, annual revenue, and number of employees. Fine-tune assignment rules and their criteria from Salesforce territory models and create any other rules that matter for your sales and service leadership in Territory Planning.
Overlay Geographical Boundaries on the Map: Slice territories into the boundaries of your choice in Territory Planning. For example, add boundaries that help you work within specific counties, census tracts, or postal codes.
Identify Themes with a Choropleth Map: Differentiate boundaries by color based on the density of attributes that you choose in Territory Planning. For example, identify areas that have concentrations of accounts with higher annual revenue. Choropleth maps give you insight into areas that can benefit the most from the products and services that you offer.
Visualize Territories with a Heat Map: See how your territories align with an attribute that’s relevant to your planning efforts in Territory Planning. For example, select annual revenue for Salesforce accounts or order volumes that you import from proprietary or third-party systems. Heat maps give visual indications for where you can bolster or reduce coverage so that you meet and beat sales and service goals.
Plan Territories for In-Person and Virtual Business: Design territories that include a mix of contiguous and noncontiguous areas in Territory Planning. Give all your sales and service reps opportunities to meet customers in person and remotely when you limit assignments within an area. Indicate whether to assign more or fewer units or containers to an area relative to others within the focus.
Structure Territories Without a Map: Carve territories faster in a table format instead of on a map with geographic data. Later, and if your teams rely on geographic boundaries, add the boundaries and continue carving on a map in Territory Planning.
Aligning Territories to Reach Leadership’s Goals: Keep sales and service management aligned with leadership’s targets when you plan territories from the top down in Territory Planning. Design territories based on your company’s overall business strategies, starting with the largest areas in your territory model.
Establish Areas and Distribute Units in Top-Down Territory Models: Structure your model so that subordinate areas support leadership goals within top-level areas in Territory Planning. Branch top-level areas into smaller ones, such as districts, states, and postal codes. Then distribute units in a way that gives you the best chances of meeting and exceeding leadership goals.
Create an Alignment for Top-Down Territory Models: Build a territory model from the top down so that sales and service teams work toward meeting leadership targets for each top-level area in Territory Planning. For example, create an alignment that includes regions at the top. Then let each region owner branch into smaller areas, such as districts, states, and postal codes.
Distributing Units Based on Your Company’s Metrics: Determine the value of accounts and reveal potential opportunities when you create formulas to better evaluate and customize the makeup of your territories. Weigh and compare accounts based on metrics that align with business priorities in Territory Planning. Then, distribute units based on your metrics and formulas during optimization.
Assign Units to Territories Based on Metrics: Maximize your company’s unique products and services when you incorporate attributes into unit formulas in Territory Planning. Analyze territories using metrics that, for example, combine and weight fields so you can prioritize sales of one product over another. Then use those numbers to inform your sales plan and assign accounts to territories.
Considerations, Guidelines, and Examples for Calculating Metrics: Consider formula logic and level when you calculate attributes in Territory Planning. The same attribute can produce different results depending on where it’s calculated. Put real-world examples into action when you tailor them to address your specific business requirements.
Designing Territories with Visualizations Using Overlays: Discover areas of high and low concentrations on a heat map using attributes that matter to you. Differentiate and identify changes to boundaries when you compare them with another alignment’s and overlay other types of boundaries in Territory Planning.
Track and Restore Alignment History: Help your sales team follow changes to alignments in Territory Planning, and protect your hard work from accidental data changes. Create a snapshot of an alignment’s current territory model and unit assignments, and review a history of changes that other users have made. A snapshot provides a checkpoint or backup when you make significant changes to an alignment. You can restore the alignment to its configuration at the time of the snapshot. For example, if you take a snapshot and then delete a territory, restoring the snapshot also restores the territory.
Implementing Territory Planning: Prepare sales and service operations for designing territories that promote fair distributions of work, eliminate gaps in coverage, and improve customer experiences with your company.
Alignment Concepts: Model your territories in alignments that you create from your datasets in Territory Planning. You then choose where to publish your alignments within Salesforce. You also get the choice to map alignment data to specific Salesforce fields or export the data to use in proprietary and third-party systems.
Territory Boundary Concepts: Define a type of territory boundary for each country in the datasets that you create in Territory Planning.
Dataset Concepts: Create territory plans using live Salesforce data or Salesforce data that you copy into datasets for Territory Planning.
Sharing and Permission Concepts: Apply the principle of least privilege when you restrict access to datasets and alignments among teammates in Territory Planning.
Keeping Territories Running Smoothly: Maintain sales and service territories between regularly scheduled updates and compelling events. For example, reflect staffing changes and fine-tune unit assignments so that every territory operates the way you intend in Territory Planning.
Assign Account Teams to Territories: Ensure that team members get access to only the accounts that they’re responsible for when you assign members and select their roles within each territory area in Territory Planning. Then publish team assignments to accounts or to .csv files for importing into other systems.
Set Up Account Team Roles for Territory Assignments: Specify the account team roles that you want available when assigning users and their roles to areas in Territory Planning. Create any other roles that fit with your territory planning efforts.
Add Area Attributes to Alignments: Refine attribute data for areas when you import a .csv file into Territory Planning. For example, update area names, centers, owners, and assignments. Update multiple balance targets and geographic profiles at one time to optimize territory and rep assignments for in-person and remote customer visits.
Add Boundary Attributes to Alignments: Alter an alignment’s territory boundary when you import a .csv file into Territory Planning. Update boundary assignments and even the units within them. For example, update or create ZIP code assignments to include a new area when you expand a territory.
Add Unit Attributes to Alignments: Update unit attributes in alignments when you import a CSV file into Territory Planning. For example, assign accounts to a new territory as part of routine territory optimization or to adjust for compelling events.
Add Areas to Alignments: Ensure optimal sales and service coverage as your business grows when you add areas and their assignments to territory models in Territory Planning.
Assign Units to Their Respective Areas: Ensure that every unit belongs to its rightful owner. Resolve assignment exceptions and inconsistencies in cross-hatched areas when you assign the units in them to their respective areas in Territory Planning.
Preview Changes to Unit Assignments: Reassign accounts to meet the changing needs of your business in Territory Planning. When you optimize territories or assign units, review the impact of proposed assignments before committing to them.
Load Datasets and Alignments Efficiently: Improve load time for alignments with high data volumes and overall performance using data management settings in Territory Planning.
Refresh Data Sources for Continual Territory Optimization: Support your sales and service teams when you update your company’s territory models continually with the latest data from Salesforce and boundary updates. Create copies of datasets and their alignments that include data from freshly run reports and queries in Territory Planning.
Add Unit Attributes to Copied Datasets: Enrich or replace a dataset’s unit attribute data when you import a .csv file into Territory Planning. Overwrite attribute data, such as annual revenue, so that you have the latest numbers when you adjust alignments.
Assigning Accounts, Users, and Roles for Sales Territories: Maintain and fine-tune assignments for Sales Territories models on a map. Import assignments into Territory Planning, update your assignments, and then publish your updates to your Salesforce territory model.
Adjust Account Assignments in Sales Territories: Create datasets that include assigned accounts in a territory model from Sales Territories. Using those datasets, create and optimize alignments in Territory Planning, then publish them as your fine-tuned territories in Salesforce.
Measure Transfers of Unit Ownership: Identify accounts that transfer to new areas as a result of adjusting and optimizing territories in Territory Planning. Show the impact of transferred accounts on the new areas in terms of numeric attributes such as annual revenue and employees.
Manage Placeholder Unit Assignments: Allocate accounts to and from placeholder territories. Include placeholders when you optimize alignments to assign units exactly how you want in Territory Planning.
Assign Users and Roles to Salesforce Territories: Add users and the roles that they serve to each area in Territory Planning. When you publish alignments to Sales Territories, those assigned users and their roles appear in Salesforce territory models.
Prevent Changes to Unit Assignments: Preserve specific territory assignments in bulk when you add settings that lock the units of your choice in .csv files. Import those files to your alignments in Territory Planning.
Overlapping Boundaries in Territory Planning: Overlapping Boundaries is a feature in Territory Planning that allows a geographic boundary, such as a postal code, to be assigned to two or more areas in a live data alignment. This capability is essential for creating highly customized territory designs in dense metropolitan areas, such as New York City or London, where a single boundary can logically belong to multiple sales territories.
Preparing for Territory Planning: Get systems, processes, and people in place before you import data and create your territory models in Territory Planning. Before you begin, confirm that you installed Salesforce Maps and gave users access to it and to Territory Planning.
Designate an OAuth User for Data Processing and Optimizations: Assign yourself or a colleague as the OAuth user. Territory Planning processes data management and alignment optimizations through the OAuth user on Salesforce Maps servers. That way, nobody’s affected during intensive system processing.
Setting Up Approvals for Alignments and Publishing: Determine how your teams approve changes to alignments using an approval method that meets your company’s requirements in Territory Planning. And designate who can publish approved alignments.
Alignment Approval Methods: Consider tradeoffs between different methods for approving alignments in Territory Planning.
Set Up a Process for Alignment Approvals and Publishing: Specify who can approve changes to alignments, and in which sequence they can approve them. And specify who can publish those approved alignments in Territory Planning.
Create Area Types for Territory Planning: Map each area in Territory Planning to a territory type in Sales Territories. When you publish an alignment, Territory Planning uses the area’s type. Blank or invalid area types use the default territory type that you select when you publish.
Set Up Collaboration Among Teammates: Encourage collaboration in territory plans and alignments by enabling feed tracking for Salesforce Maps. And let teammates interact directly on a map in Territory Planning.
Control What Appears on the Map Legend: Show critical unit and assignment details that matter most when you carve territories in Territory Planning. Depending on your preferences, specify which columns help you make the best decisions for distributing work to your teams.
Configure Options for Publishing Alignments: Select the alignment publishing destinations that you want to appear in Territory Planning. Specify who can publish alignments to those destinations and whether to require approval for publishing alignments.
Add and Create Roles for Users Assigned to Sales Territories: Let your sales and service teams assign specific territory team roles from Salesforce to areas in Territory Planning. Each role that you create maps to a territory team role. After you create alignments and publish them to Sales Territories, assigned users and their roles appear in Salesforce territory models.
Defining Records and Fields for Your Datasets: Identify the data that you want to include in your datasets, such as location and account ownership details. Next, you create custom report types, add fields that include the data, and set values for any default fields you want. You then create datasets in Territory Planning from reports that you run using your custom report types.
Create Custom Report Types That Include Account Ownership or Address Details: Pull together account ownership and location details in custom report types. You later create datasets in Territory Planning from reports that you run using those custom report types. Sales and service operations can then optimize territory models. Those models are then available to publish to Salesforce Maps as shape layers or export in CSV format for other territory management systems.
Create Custom Report Types That Integrate with Sales Territories: Gather account and territory data in custom report types for integrating Territory Planning with Sales Territories. With that data, you create datasets from Salesforce reports that you run using your custom report types. Sales and service operations can then optimize territories and publish updated models to Sales Territories.
Run Reports from Your Custom Report Types: Create reports that include data from the objects and their fields that you added to your custom report types. When you later import your data, you assemble your Territory Planning datasets using those reports and the data in them.
Controlling Access to Datasets and Alignments: Keep managers focused on designing territories in the areas that leadership assigns to them in Territory Planning. Ensure privacy among your managers when you provide everyone access to only their respective areas. Share a dataset and all of its alignments with specific users and choose the level of involvement that you want them to have.
Control Access to Alignments: Give stakeholders access to alignments and specific areas within alignments in Territory Planning. To give access to all alignments within a dataset, add teammates to the dataset. Or limit access to specific alignments or alignment areas when you select them for each teammate along with their access level.
Control Access to Datasets: Give stakeholders access to datasets and all the alignments within them in Territory Planning. Add teammates to a dataset and select their level of access.
Welcome to Territory Planning: Improve sales and service coverage using Territory Planning, which helps your teams design territories that improve employee morale with equitable and efficient assignments.
How Territory Planning Helps Drive Sales and Service: Distribute sales opportunities and service requests among your reps who use Territory Planning. Optimized territories deliver improved sales and service, reduced operating costs, and higher employee morale.
Easy Integration with Sales Territories: Automate the process for creating models, territories, and assignment rules when you publish them from Territory Planning to Sales Territories. Or import models and users from Sales Territories.
What’s Territory Planning?: Territory Planning helps you design optimal territories for sales and service teams. Compare scenarios that help you close gaps in sales and service coverage, distribute the workload fairly, and maintain balanced territories. You choose the best scenario to establish your territory model.
Test the Agentforce Sales ChatGPT App in a Sandbox (Beta): Test the Agentforce Sales ChatGPT App in a sandbox to make sure that your sellers safely access Salesforce data within ChatGPT. A sandbox is a copy of your Salesforce org to use for development, testing, and training isolated from production data and apps.
Activate a Territory Model: When you’re satisfied with the structure of your territory model and its territory account assignments, you’re ready to activate it with Sales Territories. Remember that you can also maintain models in Planning and Archived states for further modeling and reference.
Allocations and Considerations for Territories: Plan your territories with consideration to available allocations and potential performance impact during assignment and rules processing in Sales Territories.
Archive a Territory Model: Archiving a territory model deactivates it, but the model remains in your territory model list. From this list, you can reference the model’s associated assignment rules and the resulting account-to-territory assignments generated by the rules. You can archive a model only if it’s in the Active state. After archiving a model, you can’t return it to the Active state or the Planning state.
Create Rules to Assign Accounts to Territories: Automate assignments of new and updated accounts to territories using rules that you create and run. The rules identify characteristics that you use to define that territory, and tell Sales Territories to assign accounts with those characteristics to that territory. Salesforce assigns accounts to territories according to your rules when you create or update an account, but only if your territory model is in Active state.
Setting Up and Managing Territory Assignments: Automate territory assignments for accounts using rules that you define. Rules can apply to parent territories and their child territories. Or assign accounts and leads manually directly in account and lead detail pages.
Assign Forecast Managers to Territories: Show rolled-up forecasts for a territory when you assign a forecast manager to the territory. Without a forecast manager assigned, a territory’s forecasts are based on the individual users assigned to the territory.
Add Assignment Rules to Territories: Automate record assignments to territories directly from the territory record. Available rules come from the territory model the territory belongs to.
Assigning Opportunities to Territories Manually: Allocate opportunities to specific territories in Salesforce and enforce the principle of least privilege for the reps and managers within them when you use Sales Territories.
Requirements for Assigning Opportunities to Territories Manually: Set your expectations for when you assign opportunities to territories manually through Sales Territories. Assignment options depend on your access to those opportunities’ parent records and your Salesforce user interface.
Assign Opportunities to Territories Manually: Distribute opportunities to the territories of your choice. Sales Territories ensures that the intended reps can work their deals and territory managers can access their rep’s opportunities.
Managing Users and Roles Within Territories: Control access to accounts and leads when you assign users or roles to territories. And determine your reps’ compensation based on the dates that they serve in their assigned territories using reports.
Track Historical User Assignments in Territories: Determine compensation for reps based on user assignment start and end dates within territories by using a custom report type that you set up. This historical data gives sales managers more insight to accurately conduct sales planning, compensate reps fairly, and review performance analysis.
Assign Users to Territories: Give users access to records within the territories where they sell your company’s products and services. Assigned users get access to records after you change the model’s state from Planning to Active.
Activating Assignment Rules and Applying Them to Descendant Territories: The ability to apply an assignment rule to descendant territories is available at the territory level only. You can’t apply assignment rules to descendants at the territory model level. The only option you get is to apply a rule to descendant territories if you access the rule’s record from an individual territory.
Set Up Territory Types and Territories: Organize all the elements of your company’s territory management plan, including a territory hierarchy, account, lead, and user assignments, and territory forecasts. Keep your model in the planning state as you perform key tasks that involve defining your territory model.
Collaborate on Territory Models: Set up your team to communicate about model development using Chatter Feed Tracking for territory models. Your team can post and respond to comments, attach files, and get notifications when model states change or key fields are updated.
Clone Territory Models: Test territory characteristics using copies of territory models in Planning, Active, or Archived states. Cloned models include the original’s territories, assignment rules, users, manually assigned accounts, but not leads. When cloning is complete, new models are in Planning state.
Preparing Sales Management for Territory Reporting: Unlock details about assignments for territories, accounts, opportunities, leads, and users when you create custom report types for Sales Territories. And help managers and other stakeholders identify territories without assignments or assignment rules.
Define a Picklist for Territory User Roles: Specify which roles apply to users assigned to territories. Roles appear in the Role in Territory picklist for territory models in Active and Planning states.
Create a Territory Model Record: Connect territories to account, lead, and user assignments. When you create a territory model record, Salesforce creates a territory hierarchy for it.
Create Territories: Build your company’s territory model when you create territories that appear on the model’s hierarchy in Sales Territories.
Create Territory Types: Categorize and define individual territories. Creating territory types is the first step in building your territory model in Salesforce.
Customize Territory Labels: Reflect your business practices when you customize Sales Territories labels that appear in Salesforce. For example, change the Territory field on opportunities to District.
Delete a Territory Model: Delete a territory model if your team no longer actively uses the model for territory management or reference. You can’t delete an active territory. The model must be in Planning or Archived state.
Disable Sales Territories: Determine and establish other means for sharing records throughout your sales organization before you disable Sales Territories.
Enable Sales Territories: Start the process for managing territories and distributing work to your reps.
Explore Your Company’s Territory Model: A territory model includes a hierarchy and a list view of parent and child territories. Drill down to get important details on individual territories, including assigned accounts.
Identify Territory Users by Territory Role: Track user functions within territories by creating territory roles and assigning them to territory users as needed. For example, create roles such as Territory Owner, Sales Manager, Product Specialist, or Sales Representative. Users can even have different roles in different territories.
Sales Territories: Manage and maintain your company’s sales territories. Create territory types, build a model, and then add and test your account assignment rules. When you’re satisfied with your model, activate it, then assign accounts, leads, and users. Roll out your model to your team, and then run reports to assess its impact and make adjustments as needed.
Show Your Reps Other Users Assigned to Their Leads’ Territories: Increase the chances of your sales reps engaging prospects when they work with teammates on leads. Set up leads so that ones assigned to territories through Sales Territories show any teammates also assigned to those territories.
Maintain Sales Territories: Archive or delete territory models. If you established another means for sharing files throughout your sales team, you can disable Sales Territories.
Enable Features for Sales Territories: Prepare your sales teams to access the records assigned to their territories and communicate among teammates.
View and Manage Assignment Rules at the Territory Model Level: View and manage account assignment rules at a high level. Start from the territory model record to create, edit, or view rules for the model’s territories. From the model-level list of rules, you can view rule criteria, or open a rule record to find out which territories it’s assigned to.
Manage Territories with Sales Territories: If you manage, administer, or belong to a sales territory, explore your territory model to understand the organizational structure for your team’s sales efforts.
Preview Territory Assignments for Accounts: Validate account assignments before you activate a territory model when you run assignment rules for models in Planning state. Also verify your manual assignments.
Identify Accounts Assigned to Territories: Manage account assignments to sales territories when you report on which accounts include territory assignments. See which accounts belong to which territories.
Identify Territories with Assigned Users: Manage user assignments to sales territories when you run reports that show which territory models’ territories include users assigned. See which assigned users belong to which territories.
Running Reports on Territories: Keep sales management and stakeholders informed about territory assignments for users, accounts, leads, and opportunities. Run reports using the custom report types that you create for Sales Territories.
Run Assignment Rules for a Territory: Run account assignment rules for any territory that has rules defined and belongs to a territory model in Planning or Active state. When you run rules from Setup, accounts are assigned to territories according to your rules if your territory model is in Active or Planning state.
Territory: Territories organize groups of accounts, leads, and the Salesforce users who work with them. Territories are created based on territory types.
Bird’s-Eye View of Planning and Managing Territories: Design territory models that align with leadership goals, promote equitable opportunities, and motivate sales teams by using Territory Planning. Then fine-tune account access and reflect leadership changes based on the hierarchy that you establish with Sales Territories.
Territory Hierarchy: The territory hierarchy shows a model’s territory structure and serves as its main interaction point. Start from the hierarchy to create, edit, and delete territories; run assignment rules for territories, and navigate to territory detail pages for more information. From the hierarchy, you can also assign territories to opportunities, run assignment rules at the model level, and activate or archive the model. The forecasts hierarchy for territory forecasts is based on your territory hierarchy in the active territory model.
Planning and Managing Territories: Establish territory models that give your sales teams the best coverage. Design models on a map by using Territory Planning, available as an add-on product. Then put your models into action by using Sales Territories. Continuous model optimizations help your company make the most of staffing, leadership, and economic changes.
Designing Territory Models: Plan territory models on a map using Territory Planning, an add-on product that optimizes sales coverage and aligns teams with leadership goals. Assign records and users to territories based on rules and criteria that you establish. Or automate assignments using other methods that meet your requirements for distributing work equitably.
Managing Territories: Keep sales reps focused on their individual areas of responsibility using territory models that you design in Territory Planning and then publish to Sales Territories. The model that you activate limits your reps’ access to only their assigned accounts, leads, and opportunities.
Optimizing Your Territory Model Continuously: Account for staffing, leadership, and economic changes while you ensure the best coverage for your company’s accounts, leads, and opportunities. Optimize your model by fine-tuning assignment rules, redistributing work with consideration for skill levels and tenure, or balancing territories, all in Territory Planning. Publish your optimized model to Sales Territories, and then activate it when you’re ready.
Sales Territories Concepts: Determine whether planning and managing territories in Salesforce can help your teams optimize account coverage and align with leadership goals.
Territory Model: A territory model represents a complete territory management system for your company. Modeling lets you create and preview multiple territory structures and different account, lead, and user assignments before you activate the model that works best.
Territory Model State: Territory model state indicates whether a territory is in the planning stage, in active use, or archived. You can have only one active territory model at a time. But you can create and maintain multiple models in planning or archived state to use for extra modeling or reference. Some states reflect a territory model’s lifecycle and others indicate errors in processing when states are changed.
Territory Type: Territory types help you organize your territories by key characteristics important to your company. Every territory you create has a territory type. Territory types are used for organizing and creating territories only. They don’t appear on territory model hierarchies.
Territory Type Priority: Specifying and managing territory type priority information helps you choose the appropriate territory type for territories you create or edit. You create your own priority scheme. For example, 001 can indicate that a territory type is the highest priority or the lowest. Make sure that your scheme can scale as you add more territory types.
Organizing and Completing Your Tasks with the To Do List: The To Do List is the place to see, sort, and organize your tasks across accounts, contacts, cadences, and other records. Use colors and labels, such as Urgent or New Business, to help identify what to tackle first. Flag and sort tasks that are most important, or see what’s due today, or find tasks that were overlooked. Apply filters to further refine the view to see what needs your attention first.
Schedule Reminders to Update Opportunities: To ensure that your team is keeping their opportunities up to date, create an email containing a report of your team’s open opportunities. Schedule automatic reminder emails to your direct reports.
Video Conferencing: Let your sales reps use video conferencing to connect with customers remotely.
Uninstall the Salesforce App from Your Zoom Account: If you no longer use the Zoom features in Salesforce, in addition to disconnecting your Zoom account in Salesforce, uninstall the Salesforce app from your account in Zoom. You’re asked if you want to keep your Zoom data in Salesforce.
Google Meet Integration with Einstein Conversation Insights: Enable Google Meet video integration so reps can use it as a source in Einstein Conversation Insights. When integration is on, reps can record meetings and make them available to Salesforce.
Set Up Google Meet Integration: Turn on Google Meet integration for your Salesforce org. Accept the terms of service and enable video integration.
Connect Your Google Meet Account: When an admin turns on the Google Meet integration, users with the correct permission see a banner inviting them to connect their Google Meet accounts.
Microsoft Teams Integration with Einstein Conversation Insights: Enable Microsoft Teams video integration so reps can use it as a source in Einstein Conversation Insights. When integration is on, reps can record meetings and make them available to Salesforce.
Data Security for Microsoft Teams Integration with Einstein Conversation Insights: Data security is a top priority, and Einstein Conversation Insights only processes call records made by authenticated Einstein Conversation Insights users. Meetings are processed by Einstein Conversation Insights only if they are recorded by an ECI user and include external participants based on domain name, or recorded meetings that include only a single internal ECI user.
Turn On Microsoft Teams Integration: Turn on Microsoft Teams integration for your Salesforce org. Accept the terms of service and enable video integration.
Connect Your Microsoft Teams Account: When an admin turns on the Microsoft Teams integration, users with the correct permission see a banner inviting them to connect their Microsoft Teams accounts.
Zoom Integration: Enable Zoom integration so reps can take advantage of automatic link creation in Salesforce Inbox and use Zoom as a video source in Einstein Conversation Insights. When Zoom integration is on, Zoom records meetings and makes them available to Salesforce.
Set Up Zoom Integration: Connect Salesforce with your company’s Zoom account. Then sales reps can connect their Zoom accounts.
Turn On Zoom Integration: Turn on Zoom integration for your Salesforce org. Accept the terms of service and approve the Salesforce app.
Select Who Can Access Zoom Integration: Selecting who can connect their Zoom accounts is as simple as assigning a permission set to users. The permission set needs the Use Video Conferencing with Zoom app permission.
Manage Excluded Addresses and Domains for Video Integration Users: Video meetings aren't recorded if any meeting attendee is on an excluded email domain or address list. This Excluded Addresses list applies to all video integration users. Users can add email addresses to their own Excluded Addresses list.
Turn Off Zoom Integration: If your company no longer needs Salesforce connected with Zoom, turn off the Zoom integration. All users lose access to Zoom features in Salesforce, but still have access to existing recordings.
Manage Zoom Data: Know where your Zoom meeting data is stored and how to manage it.
Manage Excluded Addresses for Your Individual Video Provider Integration: Your admin has specified email addresses and email domains for which meeting recordings and meeting information, such as start and end times, aren’t available. That list applies to everyone in your company using video integration. You can also exclude email addresses that apply to your video integration only. If someone on either your list or the company’s list is a meeting attendee, meeting recordings and information aren’t available to Salesforce.
Use Zoom Integration: When your company’s Zoom integration is turned on, connect your Zoom account to take advantage of Zoom features in Salesforce.
Connect Your Zoom Account: When an admin turns on the Zoom integration, users with the correct permission see a banner inviting them to connect their Zoom accounts.
Manage Events: In Salesforce, events are a powerful tool for keeping on top of customer relationships and closing deals. You can relate events to opportunities, leads, accounts, and contacts. Track them on those records, in your calendar, and in reports.
Manage Events in Salesforce Classic: With your calendar in Salesforce, everyone stays informed—your sales team, your sales manager—and meeting prep is easy. You can track, create, and update your own and others’ meetings and invitation responses in different locations in Salesforce. Salesforce displays events in activities list views and calendar views; Chatter feeds; and records that events are related to, such as contacts and accounts. You can also track events in reports.
Manage Events in Lightning Experience: Create, update, and track meetings using the Home page, your calendar or calendars you create, the Kanban Board, or the activity timeline.
Assign a Dialer Number: Assign a Dialer number from your personal settings so the calls you make and receive don’t appear to be coming from an unknown number.
Sales Dialer Best Practices: For the best calling experience, use a hardwired connection to your network with adequate bandwidth, use a wired headset, and set up the proper environment on your machine.
Sales Dialer: Use Sales Dialer to access telephony features without ever leaving Salesforce. Make and receive calls, add call notes, and log call information with ease. It just takes a single click from phone number fields in Lightning Experience, such as numbers on contacts, leads, and list views.
Enable Local Presence: Show local numbers when calling customers with Sales Dialer. Enable the feature from the Local Presence page in Setup. Dialer users can then select Local Presence under their personal settings.
Enable Call Monitoring: Use Call Monitoring to coach sales reps using Sales Dialer. Enable the feature from the Dialer Settings page in Setup, then create a permission set with the Access Dialer Monitoring permission and assign it to managers.
Salesforce Voice for Sales: Integrate phone selling with Salesforce Voice for Sales. Voice for Sales lets sales reps and other users can make and receive calls with their computer. Voice for Sales is completely integrated into Salesforce, providing a consistent experience for sales reps, managers, and customers.
Route Calls Directly to and from Sales Reps: Assign each sales rep a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice for Sales. For example, route inbound sales calls from existing customers directly to their account executives. When account executives or sales reps make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.
Assign a Forwarding Number for Dialer: Get your Dialer calls forwarded to your mobile phone or main business line so you never miss a call. You can easily assign a forwarding number from your personal settings.
Remove Dialer Licenses from Users: Make Dialer licenses available for others by removing the permission sets and the permission set licenses from existing users.
Add Dialer to the Utility Bar: Use the App Manager to make Dialer available from the utility bar at the bottom of the page. The utility bar gives your sales reps quick access to commonly used tools.
Sales Dialer Troubleshooting Tips: Make sure your environment is set up to use Dialer, and you have the most recent version of Chrome, Firefox, or Edge.
What Is Salesforce in Claude (Beta): Salesforce in Claude is the Salesforce product line for sellers and revenue teams, built on Salesforce Platform and delivered through the Sales Cloud in Claude plugin. It connects Claude to your Salesforce org through a secure Salesforce MCP connection. Once connected, sellers and revenue teams can ask Claude questions about their accounts, deals, and pipeline. Sellers can also use pre-built skills to research prospects, prep for calls, build account plans, and more, all without leaving Claude.
Configure WDC: Configure WDC to meet the needs of your business.
Assign a WDC Administrator: Before enabling WDC in your organization, you must assign a WDC user feature license to the person who will be the system administrator and responsible for setting up WDC for your organization.
Assign Publisher Layout to Profiles: Assign the publisher layout with Thanks to user profiles. People with these profiles can thank their coworkers directly from the publisher.
Assign WDC Licenses: After granting access to WDC features with permission sets or profiles, assign users a WDC license.
Thanks and Skills Features: Set up Thanks and Skills features by configuring thanks in the Chatter publisher and assigning a publisher layout to profiles.
Manage WDC: Use these WDC features to thank coworkers.
Build a Culture of Recognition with WDC: WDC is a suite of tools that help reps, managers, and teams enter and endorse skills, and give thanks. These activities build a culture of recognition.
WDC Editions and Permissions: Skills and Thanks functionality are freely available to Sales users. The permissions and preferences necessary for different tasks are broken up by feature area.
Enable or Disable WDC Settings: On the WDC Settings page, you can enable and disable features like Thanks and Skills for your organization.
Skills Customization: You can change object permissions for the skill and endorsement objects to suit the needs of your organization.
Skills Limitations: Skills and endorsements have special behaviors and limitations.
