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You're reading from  Salesforce Sales Cloud – An Implementation Handbook

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Published inApr 2024
PublisherPackt
ISBN-139781804619643
Edition1st Edition
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Author (1)
Kerry Townsend
Kerry Townsend
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Kerry Townsend

Kerry Townsend is a Salesforce specialist, working with the platform since 2005 –first as a user, then as a solo Admin. She moved over to consulting in 2010, initially at boutiques, as a global systems integrator, and more recently, returning to working for herself. She has refined her skills while delivering a broad range of Salesforce solutions using multiple clouds, predominantly Sales and Marketing Cloud, for small to enterprise-size businesses. She has 16 Salesforce certifications and has been recognized as a Salesforce MVP since 2018. She is passionate about enabling others and is a Salesforce community conference and Trailblazer community's group leader. She is also a regular speaker at Salesforce conferences across the globe, including Dreamforce.
Read more about Kerry Townsend

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Modeling Additional Processes with Sales Cloud

You have been, or you are, setting up Sales Cloud to manage your core sales process or lead generation process. This unlocks the benefits of allowing multiple stakeholders to collaborate to better serve your customers. Now that you have this core information centrally available, you might want to continue to bring processes that support or follow on from closing a deal onto the platform.

This chapter gives you the understanding and the practical knowledge to determine whether it is appropriate to implement some of the additional functionality in Sales Cloud that captures and sends Quotes, captures Orders, and captures Contracts between you and your customers. You will also learn how you can use Custom Objects and Fields to build the capability to record and manage processes where there isn’t out-of-the-box functionality or your organization’s processes are bespoke.

In this chapter, we’re going to cover the following...

Supporting tools and information

For this chapter, you will require access to a Sandbox or Dev Org to be able to explore and prototype the functionality we describe in this chapter.

You will also want to review the requirements that were collected as part of the requirements gathered for your core sales process to determine whether any of those are met by the functionality we describe here. You may also need access to the tools that were used to capture requirements and document processes in case any additions or modifications are identified.

Additional process requirements

During the requirement gathering carried out for the core sales process that we learned about in Chapter 3 – The Core Sales Process, it is highly likely that you captured requirements that went beyond that single process and the capability we reviewed in that chapter. It is very common to identify requirements or at least requests for functionality that enables everything a salesperson might have to do – for example, providing a potential customer with different prices based on a time-bound discount or for different product mixes.

These might have been excluded from the scope of an initial implementation but if they are in scope, it is as important to understand and capture the requirements on these as it is for the core process. Common things that you will want to listen out for and ask for more detail about are whether they need to send a quote document to the customer, whether they typically provide multiple prices, whether they need...

Additional Sales Cloud functionality

In this section, we explore the Objects in Sales Cloud that are in addition to those that enable the management of the core sales process such as Opportunities, Opportunity Products, Accounts, and Contacts. These Objects provide out-of-the-box options that provide a solution for organizations that have relatively lightweight requirements. Like the majority of Sales Cloud functionality, they can be customized and extended to your organization’s needs. If your organization has requirements that can’t be met by this functionality out of the box, you may also want to investigate the capability of Salesforce CPQ or other Cost, Price, Quote (CPQ) solutions available from the AppExchange before investing significant time in building a bespoke solution. You may still decide that customizing the standard functionality is your best option, but it is important to understand what third-party tools are available as part of coming to that decision...

Quotes and Quote Line Items

In this section, we will look at the capabilities of Sales Cloud for creating, managing, and sending quotes to customers as well as highlight some practical considerations.

Sales Cloud capabilities

In the Customer 360 platform, potential and completed sales are captured as Opportunities. However, during the course of the sales process, multiple product and service solutions might be discussed or recommended as the overall need is understood or requirements change. The information captured on the Opportunity needs to represent the salesperson’s current understanding of what will be purchased for forecasting purposes. While it is possible for the person to change the Opportunity Products to get different price combinations, this approach means there is no record of the different combinations discussed, and there will be additional manual work if the product combination needs to be reverted.

The Quotes functionality allows multiple Quotes to...

Contracts

In this section, we will look at the capabilities of Sales Cloud for capturing a record of the contracts that have been agreed upon and the people who were involved. Then, we explore some key considerations and what happens in practice.

This functionality is not to be confused with Service Contracts and Contract Line Items, which are part of Service Cloud, or Salesforce Contracts, which is an add-on license for CPQ+.

A full list of Sales Cloud add-on products can be found here: https://www.salesforce.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf

Sales Cloud capabilities

This lightweight object is based on a single object that allows the capture of key information related to a contract. It is not designed to manage a contract generation and signing process with multiple participants. If your requirements involve managing the full process, you will also want to consider third-party tools. We’ll learn about how you can extend your solution...

Orders and Order Line Items

In this section, we will look at the capabilities of Sales Cloud for capturing placed orders and managing them through a process. Then, we’ll explore some key considerations and what happens in practice.

These objects are commonly used as an integration point between front- and back-office systems, such as to connect your Sales Cloud instance with an enterprise resource planning (ERP) tool that is hosted elsewhere.

Sales Cloud capabilities

These Objects have the same parent-child structure that we see with Opportunity and Opportunity Products and Quotes and Quote Line Items, with a header parent record and child records that capture the individual products and services.

Order

The Order Object captures the headline details of what a customer has purchased. If Opportunity Products are also used, then Order Line Items can be set up to enable a corresponding set of Order Line Items to be created. In this case, the Order record acts as a...

Custom Objects

In this section, we explore the Custom Object functionality in the Salesforce Core platform, which allows you to create entities in the database to capture data that Sales Cloud doesn’t have an out-of-the-box Object for. This flexibility allows you to model and manage additional processes that your salespeople are required to follow all in one system. Examples might include a key account management process, an onboarding process, or in some industries, a Know Your Customer process.

It is assumed that you are familiar with the overall concepts of the Salesforce Core platform, which include the potential for low-code development with Custom Objects. It is not possible to cover all scenarios of how to build custom processes in this book. The Salesforce Trailhead Academy offers a full five-day course on declarative development on the Salesforce platform called Declarative Development for Platform App Builders in Lightning Experience (DEX403), for those who need...

Summary

In this chapter, we learned about the out-of-the-box functionality available to generate and manage Quotes, capture Contracts, and track Orders in Sales Cloud. With Quotes, we learned about the unique relationship they have with Opportunities and their ability to generate and send pdf Quotes to customers. For Contracts, we learned about how you can capture the roles that people have in process but that it doesn’t provide the functionality to manage the full creation process. With Orders, we learned that this Object, along with Order Line Items, is typically an integration point with other systems. Where Orders are managed in Sales Cloud, there are Org-wide settings that allow you to control the type of Orders that Users can create – for example, reduction Orders.

We also learned about Custom Objects that allow you to capture data to support processes that are not included in Sales Cloud as standard or that are unique to your business.

In the next chapter...

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Published in: Apr 2024Publisher: PacktISBN-13: 9781804619643
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Author (1)

author image
Kerry Townsend

Kerry Townsend is a Salesforce specialist, working with the platform since 2005 –first as a user, then as a solo Admin. She moved over to consulting in 2010, initially at boutiques, as a global systems integrator, and more recently, returning to working for herself. She has refined her skills while delivering a broad range of Salesforce solutions using multiple clouds, predominantly Sales and Marketing Cloud, for small to enterprise-size businesses. She has 16 Salesforce certifications and has been recognized as a Salesforce MVP since 2018. She is passionate about enabling others and is a Salesforce community conference and Trailblazer community's group leader. She is also a regular speaker at Salesforce conferences across the globe, including Dreamforce.
Read more about Kerry Townsend

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