ReadyTalk for Salesforce User Guide

Transcription

1 ReadyTalk for Salesforce User Guide Revised 11/8/2013

2 2 Contents Getting Started... 4 What is ReadyTalk for Salesforce?... 4 Installing and Configuring the AppExchange Application... 5 User Types and Settings... 5 ReadyTalk Webinar User Settings... 5 ReadyTalk Collaborator User Settings... 6 Accessing Conference Center... 7 Importing Meetings... 8 Default Meeting Settings Meeting Campaigns Viewing Meeting Information Information Meeting Details Meeting Member Summary ReadyTalk Meeting Members Adding and Inviting Meeting Members Adding Meeting Members Inviting Meeting Members Managing Meeting Members Matching Unmatched Meeting Members to Existing Leads and Contacts Mass Creating New Lead Records for Unmatched Meeting Members Viewing Meeting Member Information Editing Meetings Deleting Meetings Syncing Meetings with ReadyTalk Importing Meetings with ReadyTalk for Outlook Scheduler ReadyTalk Meetings on the Lead or Contact Viewing ReadyTalk Meeting History for a Lead or Contact Viewing ReadyTalk Meeting History for a Case Schedule and Start ReadyTalk Meetings... 35

3 3 Meet Now Schedule Meeting Invite to Shared ReadyTalk Meeting Importing Recordings Recording Details Viewing Recording Information Recording Details Recording Registration Summary Recording Registrations Recording Campaigns Adding and Inviting to Playback a Recording Adding Recording Registrations Inviting to Playback a Recording Viewing Recording Registration Information Editing Recording Information Deleting Recordings Syncing Recordings with ReadyTalk ReadyTalk Recordings on the Lead or Contact Viewing ReadyTalk Recording History for a Lead or Contact Viewing ReadyTalk Recording Playback History for a Case Invite to View ReadyTalk Recordings View ReadyTalk Reports and Dashboard Glossary Frequently Asked Questions (FAQ)... 66

4 4 Getting Started What is ReadyTalk for Salesforce? ReadyTalk for Salesforce is an application available from the salesforce.com AppExchange that allows you to import, manage, and schedule ReadyTalk meetings and recordings from inside salesforce.com. With ReadyTalk for Salesforce, you can: Import ReadyTalk meetings and ReadyTalk Recordings to view meeting and recording information in salesforce.com. Invite salesforce.com Leads, Contacts, Cases and Campaign Members to ReadyTalk meetings and recordings. Allow others in your organization to invite customers or prospects to ReadyTalk meetings or recordings directly from the Lead, Contact or Case record. Schedule and start a ReadyTalk meeting directly from the Lead, Contact, or Case record. Automatically capture registration, attendance, and recording playback information in salesforce.com. Create new Leads for ReadyTalk meeting registrants and attendees not already in salesforce.com.

5 5 Installing and Configuring the AppExchange Application To use ReadyTalk for Salesforce, your System Administrator must download and install the application from the AppExchange into your organization's salesforce.com instance. The System Administrator will then edit your user profile to enable you as a ReadyTalk User (See the ReadyTalk for Salesforce Installation Guide for detailed installation instructions). Once set up, you should add the ReadyTalk tab to your salesforce.com display or choose the ReadyTalk application from the Force.com App Menu located in the top right corner of your Salesforce application. User Types and Settings If you are a new ReadyTalk for Salesforce User, the ReadyTalk User Settings page is displayed automatically the first time you click on the ReadyTalk tab. There are two user types available with ReadyTalk for Salesforce application: ReadyTalk Webinar User: All ReadyTalk for Salesforce functionality is available to this user, including the ability to import meetings and recordings, start or schedule meetings from the lead, contact, or case record, and invite a lead, contact or case record to playback a recording ReadyTalk Collaborator User: Limited ReadyTalk for Salesforce functionality is available to this user, including the ability to start or schedule meetings from the lead, contact, or case record, and invite a lead, contact or case record to playback a recording Your user type setting is determined by your Salesforce Administrator. ReadyTalk Webinar User Settings You must enter your Chairperson Login Credentials to link to your ReadyTalk Conference Center and access your ReadyTalk meetings. Enter the Toll Free Number, Access Code, and Passcode for the ReadyTalk account you want to access. The Default Settings sections control the settings for meetings imported into salesforce.com and new meetings scheduled from salesforce.com. Note These settings can be changed on a per meeting or per recording basis.

6 6 New Meeting Title Sets the default meeting title for new meetings scheduled from within salesforce.com. Log Activity Default Sets the default for creating an activity under the Lead or Contact when creating a new meeting. New Meeting Time Zone Sets the default meeting time zone used for new meetings scheduled from within salesforce.com. Default Meeting Type Sets the default for the types of reports and dashboards available when creating new meetings. Automatically Create New Leads Check this box if you want a new salesforce.com Lead record to be created for a ReadyTalk meeting registrant or attendee that does not match any existing Lead or Contact records. Lead Assignment Select from the drop down list the User or Lead Assignment Rule for assigning new Leads created by the ReadyTalk for Salesforce application. Default Lead Source Select from the drop down list a default Lead Source for new Leads created by the ReadyTalk for Salesforce application. The list is populated by the Lead Sources identified in your salesforce.com setup. Note You still have the option to manually create new Leads for unmatched registrants and attendees if you do not select this option. Default Poll Question Mappings Select from the drop list to select the poll questions available on your access code to automatically map up to 5 poll questions and answers to each meeting member record. Default Chatter Settings Provides visibility into a lead or contact s webinar and recording playback activity from a user s Chatter Feed. For example, if you follow a lead or contact on Chatter, and check When a Lead/Contact attends a meeting, that activity will display in your Chatter feed when it occurs. (This section will only be available if your Salesforce Administrator has enabled Chatter Feed Tracking within the Global Settings sub tab). Default Meeting Member Field Mappings Enables the mapping of meeting registration data from the meeting member record to existing lead or contact records (This section will only be available if your Salesforce Administrator has enabled Field Mapping within the Global Settings sub tab). You can change your ReadyTalk user settings at any time by choosing the Settings sub tab and clicking the Edit button at the top or bottom of the ReadyTalk User Settings page. ReadyTalk Collaborator User Settings You must enter your Chairperson Login Credentials to link to your ReadyTalk Conference Center and access your ReadyTalk meetings. Enter the Toll Free Number, Access Code, and Passcode for the ReadyTalk account you want to access. The Default Settings sections control the settings for new meetings scheduled from salesforce.com.

7 7 Note These settings can be changed on a per meeting or per recording basis. New Meeting Title Sets the default meeting title for new meetings scheduled from within salesforce.com. Log Activity Default Sets the default for creating an activity under the Lead or Contact when creating a new meeting. New Meeting Time Zone Sets the default meeting time zone used for new meetings scheduled from within salesforce.com. Default Meeting Type Sets the default for the types of reports and dashboards available when creating new meetings. Automatically Create New Leads Check this box if you want a new salesforce.com Lead record to be created for a ReadyTalk meeting registrant or attendee that does not match any existing Lead or Contact records. Lead Assignment Select from the drop down list the User or Lead Assignment Rule for assigning new Leads created by the ReadyTalk for Salesforce application. Default Lead Source Select from the drop down list a default Lead Source for new Leads created by the ReadyTalk for Salesforce application. The list is populated by the Lead Sources identified in your salesforce.com setup. Note You still have the option to manually create new Leads for unmatched registrants and attendees if you do not select this option. Default Chatter Settings Provides visibility into a lead or contact s webinar and recording playback activity from a user s Chatter Feed. For example, if you follow a lead or contact on Chatter, and check When a Lead/Contact attends a meeting, that activity will display in your Chatter feed when it occurs. (This section will only be available if your Salesforce Administrator has enabled Chatter Feed Tracking within the Global Settings sub tab). You can change your ReadyTalk user settings at any time by choosing the Settings sub tab and clicking the Edit button at the top or bottom of the ReadyTalk User Settings page. Accessing Conference Center ReadyTalk Webinar Users can access your ReadyTalk Conference Center from within salesforce.com at any time by clicking on the Conference Center sub tab under the ReadyTalk tab. Once you have logged into your Conference Center, you can do most of the actions you would normally perform if Conference Center were in a separate browser window. Note that some functions within Conference Center are not supported within ReadyTalk for Salesforce. For help with Conference Center, visit training.

8 8 Importing Meetings To access ReadyTalk meeting information scheduled in Conference Center or the ReadyTalk for Outlook Scheduler within salesforce.com, you must first import the meeting. Importing a meeting establishes a link between the meeting in salesforce.com and the meeting in ReadyTalk Conference Center. Note: You must be setup by as a ReadyTalk Webinar Users to import meetings from Conference Center and the ReadyTalk for Outlook Scheduler. To import a meeting, follow the steps below: 1. From the ReadyTalk application, click on the Meetings sub tab. Then, click on the Import ReadyTalk Meeting button. This will display the Import Meetings page. 2. From the Import Meetings page, you can search for the ReadyTalk meeting you want to import using the Search meetings by title field or you can choose the ReadyTalk meeting you want to import from the Available Meetings list (Only scheduled meetings in Conference Center that are not currently imported into salesforce.com are displayed in this list).

9 9 Note You can also view past meetings by checking the Show Past Meetings box (It may take several seconds before your past meetings will be displayed). 3. Selecting the meeting you wish to import will automatically place the meeting into the Meetings to be Imported list. Click the Import button to import your meeting into Salesforce. Note Before clicking the Import button be sure to view the Default Meeting Settings section to ensure no changes need to be made to the settings of this meeting. You can also add a Salesforce Campaign to the meeting before importing using the Meeting Campaign section. 4. After clicking the import button you will see the following message appear on your screen. 5. Once your meeting finishes importing, the title of your meeting will appear below the Available Meetings list. To view the details about your meeting, click on the title of your meeting (For additional information about this section, see the View Meeting Information portion of this user guide).

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11 11 Default Meeting Settings Your default meeting settings are displayed near the bottom of the Import Meetings page. You can adjust the following settings for your meetings from this section prior to importing your meetings into Salesforce (These settings can also be adjusted from the ReadyTalk Meeting page after the meeting is imported). Lead Assignment Select from the drop down list the User or Lead Assignment Rule for assigning new Leads created from unmatched ReadyTalk meeting registrants or attendees of this meeting. The default setting is determined by your user settings. Automatically Create New Leads Check this box if you want a new salesforce.com Lead record to be created for a ReadyTalk meeting registrant or attendee that does not match any existing Lead or Contact record. The default setting is determined by your user settings. Allow Others To Invite Check this box if you want other salesforce.com users within your organization to be able to invite Leads or Contacts to this meeting. This will also enable the meeting to be visible to other salesforce.com users in the All Meetings view of the Meetings sub tab. Field Mappings Settings If your Salesforce administrator has enabled field mapping, select Update Mapping to configure how specific meeting registration fields should be mapped to existing lead or contacts. The default field mapping is setup by your Salesforce administrator. Access Code By default, this is the ReadyTalk access code listed in your user settings. To import a meeting from a different access code, click the change access code link. You will be prompted to enter a new Toll Free Number, Access Code, and Passcode in the Chairperson Login Credentials dialog. The new login credentials remain in effect only for the meeting you're currently importing. Default Lead Source Select from the drop down list a default Lead Source for new Leads created by the ReadyTalk for Salesforce application. The list is populated by the Lead Sources identified in your salesforce.com setup. Default Meeting Type Sets the default for the types of reports and dashboards available when creating new meetings. Poll Questions Click the Mapped Poll Questions link and then select from the drop list to select the poll questions available on your access code. You can map up to 5 poll questions and answers to each meeting member record (Polls must be created within your web conference controls before they will become available within Salesforce). Note If you import multiple meetings at the same time, all default meeting settings will apply to every meeting that is imported. Note You may also see custom fields unique to your salesforce.com organization in this section. These will only appear if your salesforce.com system administrator has elected to include custom fields on this page.

12 12 Meeting Campaigns When you associate a meeting with a Campaign, all members of that Campaign are automatically added to the ReadyTalk Meeting as ReadyTalk Meeting Members with a status of New. Additionally, all Meeting Members are added to the Campaign as Campaign Members. The ReadyTalk for Salesforce application provides the option to link an imported ReadyTalk Meeting to a salesforce.com Campaign. Note Only one salesforce.com Campaign can be associated with a given ReadyTalk Meeting and only one ReadyTalk Meeting can be associated with a given salesforce.com Campaign. As a result, if you are adding a Campaign, you can only import one meeting at a time. There are two ways to associate a Campaign to a ReadyTalk Meeting: 1. Prior to importing a meeting you can associate a meeting with an existing salesforce.com Campaign from the Import Meetings page. a. From the Meeting Campaign section of the Import Meetings page, click the magnifying glass icon to search for an active Campaign in the Lookup window. b. In this scenario, the information from Conference Center is synced first and then the sync with the Campaign begins as a background process. 2. A Campaign can also be added from the ReadyTalk Meeting page after the meeting is imported by editing an existing ReadyTalk Meeting. a. From the ReadyTalk Meeting page, click the Edit button near the top of the page. From the Information section, click the magnifying glass icon next to the Campaign field to search for an active Campaign in the Lookup window. Finally, click the Save button. b. In this scenario, after clicking Save, you will need to click the Sync with ReadyTalk button to begin the Campaign sync process. Note You will see the following message when the Campaign sync begins: The Campaign sync has begun. This may take several minutes to complete depending on the number of existing Campaign members.

13 13 The Campaign sync ensures that all Campaign members are added to the ReadyTalk Meeting as Meeting Members with a status of New and any existing Meeting Members that are associated to a Lead or Contact are added to the Campaign as members. If a new Campaign member is added after the Campaign has been associated to the ReadyTalk Meeting, the Campaign member will automatically become a Meeting Member. Additionally, if a new Meeting Member is added, the new Meeting Member will automatically become a Campaign member, as long as they are associated to a Lead or Contact. As the status of the ReadyTalk Meeting Member is updated, the associated Campaign Member status is automatically updated.

14 14 Viewing Meeting Information The ReadyTalk Meeting page provides information about the meeting stored in ReadyTalk Conference Center and includes four sections: Information, Meeting Details, Meeting Member Summary, and ReadyTalk Meeting Members. From this page, you can view details about your meeting, edit your settings, sync your meeting with ReadyTalk, and start your meeting. Note If you want to change any of the meeting details, the changes must be made in Conference Center. ReadyTalk Webinar Users can view the ReadyTalk Meeting page by clicking on the title of your meeting from the Meetings sub tab or by clicking on the title of your meeting located below the Available Meetings list on the Import Meetings page immediately after the import process completes. Note You can control which meetings are listed in the Meetings sub tab by selecting and creating meeting views. To select an existing meeting view, choose a view name from the drop down list next to the ReadyTalk icon at the top of the Meetings sub tab. Four default views are provided: All Meetings, All Upcoming Meetings, My Meetings, and My Upcoming Meetings. Meeting views you create are also included in the drop down list.

15 15 Information This section of the ReadyTalk Meeting page is for viewing the default settings of your meeting and, if desired, modifying the default settings for that individual meeting. It also gives you the option to link the ReadyTalk meeting to a salesforce.com Campaign if you did not already add the Campaign during the import process (To make changes to this section, click the Edit button near the top of the ReadyTalk Meeting page). Meeting Title This field displays the title of the meeting as displayed in your Conference Center. If you change the meeting name in Conference Center, the salesforce.com meeting name changes when the next sync with ReadyTalk occurs. Campaign This section displays the name of the Campaign currently associated with your meeting. If this field is empty, you can add a Campaign by clicking the Edit button near the top of the ReadyTalk Meeting page and then clicking on the image of the magnifying glass next to the Campaign field. When you associate a meeting with a Campaign, all members of that Campaign are automatically added to the ReadyTalk Meeting as ReadyTalk Meeting Members with a status of New. Additionally, all Meeting Members are added to the Campaign as Campaign Members. Allow Others To Invite If this box is checked, other salesforce.com users from your organization will be able to invite Leads or Contacts to this meeting from a Lead or a Contact page. This will also enable the meeting to be visible to other users within your organization in the All Meetings view of the Meetings sub tab. Automatically Create New Leads If this box is checked, a new Lead record will be created for a ReadyTalk meeting registrant or attendee that does not match any existing Lead or Contact record in your Salesforce instance. Lead Source If new leads are created by the ReadyTalk for Salesforce application, the Lead Source for the new lead will be listed as the source selected in this field (The Automatically Create New Leads box must be checked for this option to be active). Last Modified Date This field displays the last date and time the meeting was modified. Access Code By default, this is the ReadyTalk access code listed in your user settings. To import a meeting from a different access code, click the Edit button at the top of the ReadyTalk Meeting page and then click the change access code link. You will be prompted to enter a new Toll Free Number, Access Code, and Passcode in the Chairperson Login Credentials dialog. The new login credentials remain in effect only for the meeting you're currently importing. Meeting Type There are multiple default reporting and dashboard options that come with the ReadyTalk for Salesforce application. This field adjusts which types of those reports and dashboards

16 16 your meeting is associated with. The three available Meeting Types are Webinar, Demo, and Training. Lead Assignments This field shows the name of the individual to whom leads will be assigned in the event that new leads are created by the ReadyTalk for Salesforce application (The Automatically Create New Leads box must be checked for this option to be active). Last Modified By This field displays the last individual who modified the meeting. Owner The owner field displays the name of the individual who imported the meeting.

17 17 Meeting Details This section displays information about the meeting stored in your ReadyTalk Conference Center, including Meeting Title, Meeting Date & Time, Duration, etc. If you want to change any of the meeting details, you must make the changes in your Conference Center. You can access your Conference Center from Salesforce using the Conference Center sub tab or by clicking the View link within the Meeting Details section. Meeting Title This is the title of the meeting in Conference Center, which is also used as the meeting name in salesforce.com. If you change the meeting name in Conference Center, the salesforce.com meeting name changes when the next sync with ReadyTalk occurs. Host Name This is the name of the person usually the chairperson designated as the host for the ReadyTalk meeting in Conference Center. Registration URL This link displays the ReadyTalk registration page for the meeting in a new browser window. View Meeting Details This link displays the meeting details from the Conference Center sub tab. Meeting Date & Time This is the meeting date and time set for the meeting in Conference Center. Duration This is the meeting duration set for the meeting in Conference Center. Type This is the meeting type set for the meeting in Conference Center: Web & Audio, Audio Only, or Web Only. Meeting Status This is the current Conference Center status for the meeting: Scheduled for upcoming meetings, In Progress for meetings happening right now, Closed for past meetings, and Cancelled for meetings that were cancelled in Conference Center.

18 18 Meeting Member Summary The Meeting Member Summary section of the Meeting record lists summary information for all the ReadyTalk Meeting Members for this ReadyTalk Meeting. New The number of Meeting Members who have been added to the meeting in salesforce.com but have not yet been invited. Invited The number of Meeting Members who have been invited to the meeting, but have not yet registered. Confirmed The number of Meeting Members who have registered and have been confirmed for the meeting. Attended The number of Meeting Members who attended the meeting. Unmatched Registrants There are two cases in which Meeting Members will appear in this category. First, if the for the meeting registrant or attendee matches more than one Lead or Contact record. Second, if the for the meeting registrant or attendee does not match any Lead or Contact record and if Automatically Create New Leads is not selected. Click on the Manage Registrations link to manually match meeting registrants to existing Leads or Contacts or create new Lead records for them. Declined The number of Meeting Members whose registrations have been declined by the chairperson in Conference Center. Failure: Opt out The number of Meeting Members who were invited but have opted out of receiving s from the ReadyTalk account owner. Failure: Address Error The number of Meeting Members added to the meeting in salesforce.com whose Lead or Contact record does not contain a valid address. Note If you edit a Lead or Contact record to include a valid address after you add them to a meeting, the Failure: Address Error status does not change automatically. The Meeting Member appears in the list of Meeting Members available for invite. Once invited, the Meeting Member status changes from Failure: Address Error to Invited.

19 19 ReadyTalk Meeting Members The current Meeting Members are listed in the ReadyTalk Meeting Members section at the bottom of the ReadyTalk Meeting page. When a meeting is first imported, meeting registrants or attendees already in Conference Center will also be imported and displayed. If the ReadyTalk Meeting is linked to a salesforce.com Campaign, any members of that Campaign will also be added and displayed as Meeting Members. Meeting Members are added to the list as they register or attend the meeting. You can also add Leads and Contacts as Meeting Members by using the Add Meeting Member feature. Each Meeting Member is listed along with the following information: Meeting Member Name If the Meeting Member is added in salesforce.com, this field is the first and last name in the individual's Lead or Contact record. Otherwise, it is the first and last name the individual provided when registering for the meeting. The Meeting Member name is a link to the Meeting Member record. Note Meeting Member information is specific to each ReadyTalk Meeting. To edit Lead or Contact information for a Meeting Member, click on the Contact or Lead link in the Meeting Member list. Registration This is the address the individual provided when registering for the meeting. Registration Company This is the company name the individual provided when registering for the meeting, if this field was part of the ReadyTalk Meeting registration form. Status This field shows the Meeting Member's current status for this ReadyTalk Meeting as described in the Meeting Member Summary. The status changes automatically to reflect where the individual is in the registration and meeting process. Contact This field is a link to the Meeting Member's salesforce.com Contact record if it exists. Otherwise, the field is blank. Lead This field is a link to the Meeting Member's salesforce.com Lead record if it exists. If the meeting is set up to automatically create new Leads, Lead records and links are automatically created for all unmatched ReadyTalk meeting registrants. Otherwise the field is blank.

20 20 Adding and Inviting Meeting Members Once the ReadyTalk Meeting has been imported into salesforce.com, you can add and invite existing Leads, Contacts and Campaign Members to the meeting. Adding Meeting Members Registrants and attendees are automatically added as Meeting Members when they register for or attend the ReadyTalk Meeting. If there is a salesforce.com Campaign associated with the ReadyTalk Meeting, all Campaign members are automatically added as Meeting Members. You can also add salesforce.com Leads and Contacts to a meeting from the ReadyTalk Meeting record: 1. From the ReadyTalk Meeting page, click the Add button at the top of the list of Meeting Members. This displays the Add Meeting Members page. 2. From the Add Meeting Members page, click on the Search button. 3. From the Invite Others section, enter one of the following criteria into the Search Leads and Contacts field to search your Salesforce instance for existing leads or contacts and then click the Search button: First Name, Last Name, Address, or Account Name. Note Leads or Contacts that match the search criteria but are already members of the meeting are not included in the list. Note It can take some time for the search results to appear, depending on your available Salesforce resources and the number of leads and contact in your Salesforce instance. 4. Click the Add button next to the name of the individual you want to add to the ReadyTalk Meeting. 5. Alternatively, if you would like to invite an individual who is not an existing lead or contact in your Salesforce instance, enter the individual s address into the Invitee s field from the Invite Others section.

21 21 6. A pop up box will appear allowing you to enter the individual s first name and last name. Click Continue after entering that information into the available fields. 7. If the individual is successfully added, you will see an Added message appear near the top right corner of the screen. 8. Back on the Add Meeting Members page, you should now see the list of searched individuals. Click the Add and Invite to Meeting button to add the selected individuals as Meeting Members and send invitations through ReadyTalk Conference Center. Alternatively, you can click the Add to Meeting button if you prefer to send invitations later. The Meeting Member Status field is set to New for Meeting Members you add to the ReadyTalk Meeting in salesforce.com. The status does not change until they have been invited to the meeting.

22 22 Inviting Meeting Members Follow these steps to invite Meeting Members you have previously added to the ReadyTalk Meeting: 1. Click the Invite button at the top of the list of Meeting Members. This displays a page showing all Meeting Members with a status of New or Invited (in case they have not yet registered and you want to invite them again). Note Meeting Members with a status of Failure: Address Error are also included in the list if you added a valid address to their Lead or Contact record after you added them to the meeting. 2. Click the check boxes next to the Meeting Members you want to invite. By default, New members are already selected, but Invited members are not. You can send a second invitation to individuals with a status of Invited by selecting the check box next to their name. 3. Click the Invite to Meeting button to send invitations automatically from ReadyTalk Conference Center to the selected Meeting Members. The status changes to Invited for these Meeting Members and you will be returned to the ReadyTalk Meeting page. Note Conference Center remembers the Meeting Members you invite from salesforce.com after they register, so they receive any future update and reminder s sent from Conference Center. 4. If you prefer to send invitations to Meeting Members through a different tool, click the Download CSV button. This downloads a.csv file containing the names and addresses of the selected Meeting Members. During this process, you can also automatically update the status of the selected Meeting Members to Invited.

23 23 5. You may have a third party system that is integrated with salesforce.com Campaign. If this is used to send invitations, you can manually update Meeting Member status by clicking the Update to Invited button to change the status of selected Meeting Members from New to Invited. If you have checked the Allow Others to Invite field for the ReadyTalk Meeting, others in your organization can also invite prospects and customers to the shared Meeting directly from their salesforce.com Lead or Contact record.

24 24 Managing Meeting Members ReadyTalk for Salesforce attempts to automatically match ReadyTalk meeting registrants and attendees to existing salesforce.com Leads or Contacts using the address they provide when registering for the meeting. Meeting Members remain unmatched in either of these cases: The registration does not match the for any existing Leads or Contacts and the Meeting is not set up to automatically create new Leads. The registration matches the for more than one existing Lead or Contact. You can manually match unmatched ReadyTalk meeting registrants to existing Contacts and Leads or create new Lead records for them. Matching Unmatched Meeting Members to Existing Leads and Contacts Follow these steps to match an unmatched meeting registrant or attendee to an existing Lead or Contact: 1. Click the Manage Registrations link next to Unmatched Registrants in the Meeting Member Summary section of the ReadyTalk Meeting page. 2. This displays the Match Meeting Member to Salesforce Record page, which lists all of the Unmatched Meeting Members. Click the Search link next to the name of the Meeting Member you want to match. 3. In the Find Contacts & Leads section of the new page, type in a search string, check the box next to the search string, and then click the Search button. This displays all Contacts and Leads whose First Name, Last Name, Company, , or Phone matches the search string. By default, the initial search is based on the registration Click the Match button next to the Contact or Lead you want to match to the Meeting Member.

25 25 5. If you cannot find an existing Lead or Contact to match, click the Create Leads button to create a new Lead record for the Meeting Member. Note When you create a new Lead, the data submitted by the registrant in the standard Conference Center registration fields is mapped to the related standard fields on the Lead record.

26 26 Mass Creating New Lead Records for Unmatched Meeting Members You can also follow these steps to mass create new Lead records for unmatched meeting registrants or attendees: 1. Click the Manage Registrations link next to Unmatched Registrants in the Meeting Member Summary section of the Meeting record. 2. This displays the Match Meeting Member to Salesforce Record page listing all of the unmatched Meeting Members. Click the Mass Create Leads button. 3. From the Create Leads section of the new page, you can create leads individually by selecting the Create Lead button next to each unmatched Meeting Member or you can click the Create Leads button located at the top of the Create Leads section to create a new Lead record for each unmatched Meeting Member. Viewing Meeting Member Information You can view meeting information associated with a Meeting Member by clicking on the individual's name in the Meeting Member Name field in the ReadyTalk Meeting Members section of a ReadyTalk Meeting page. This displays the ReadyTalk Meeting Member details for that Meeting Member. The ReadyTalk Meeting Member Detail section of the Meeting Member record includes information about the ReadyTalk Meeting and Lead or Contact they are associated with.

27 27 The Registration Information section of the Meeting Member record contains fields for all of the standard registration fields from Conference Center. These fields are populated when someone registers for the meeting and the information is synced into salesforce.com. Certain fields may or may not be populated depending on if the chairperson chose to include the field in the registration form and/or if the registrant actually filled in the information. If they have not yet registered, these fields will be blank.

28 28 In this section, there are also five question and answer fields for custom registration questions and responses. Only the first five question and answer pairs are returned and mapped directly to the meeting member record. Any additional custom questions can be found in the Meeting Registration Activity for that Meeting Member. The Attendance Information section of the Meeting Member record contains fields for the Attendance Entry Date & Time, Exit Date & Time, and Duration. These fields are populated when someone attends the meeting and the information is synced into salesforce.com. Note If the Meeting Member leaves and rejoins the meeting one or more times, the most recent attendance information is displayed. The Polling Information section of the Meeting Member Record contains fields for the polling questions and associated polling answers. These fields are populated when the chairperson displays a polling question with the associated answer from the meeting member. The Post Event Survey Information section of the Meeting Member Record contains fields for the postevent survey questions and associated answers. These fields are populated when the chairperson displays a ReadyTalk post event survey. The Meeting Member Activities section of the Meeting Member record shows activities related to the meeting for this Meeting Member. ReadyTalk for Salesforce currently creates three types of activity records for Meeting Members:

29 29 Meeting Registration When a Meeting Member registers for a ReadyTalk meeting, ReadyTalk for Salesforce creates a Meeting Registration record. Click the Meeting Registration link to view the Meeting Registration record. Meeting Attendance When a Meeting Member attends a ReadyTalk meeting, ReadyTalk for Salesforce creates a Meeting Attendance record. Click the Meeting Attendance link to view the Meeting Attendance record. Poll Responses When a Meeting Member is asked and/or answers a polling question during a ReadyTalk meeting, ReadyTalk for Salesforce creates a Poll Response record. Click the Poll Responses link to view the Poll Response record. Post Event Survey Responses When a Meeting Member is asked and/or answers a post event survey question during a ReadyTalk meeting, ReadyTalk for Salesforce creates a Post Event Survey Response record. Click the Post Event Survey Responses link to view the Post Event Survey Response record. Note: An additional Meeting Attendance record is created each time the Meeting Member leaves and rejoins the meeting. If applicable, the Meeting Cases section of the ReadyTalk Meeting shows the case related to the meeting. Click the Case Subject link to view the Case Record.

30 30 Editing Meetings To edit a ReadyTalk Meeting, click the Edit link next to the Meeting name in the Meetings sub tab. If you are viewing the ReadyTalk Meeting record for the meeting you want to edit, click on the Edit button at the top of the page. In either case, the ReadyTalk Meeting Edit page is displayed for the meeting. You are only allowed to change certain fields in the Information section: Campaign, Allow Others To Invite, Automatically Create New Leads, Access Code, Lead Assignment, and Lead Source. The Meeting Details section is information about the meeting stored in Conference Center. You must edit the meeting in Conference Center to change this information Click the Save button to save changes to the meeting and return to the ReadyTalk Meeting record page. Deleting Meetings To delete a ReadyTalk Meeting from salesforce.com, click the Del link next to the meeting name in the Meetings sub tab. If you are viewing the ReadyTalk Meeting record for the meeting you want to delete, click on the Delete button at the top of the page. Note: Deleting a ReadyTalk Meeting from salesforce.com does not cancel the meeting in Conference Center. Meeting Members who have registered for the meeting can still attend the meeting. If you want to cancel the meeting, you must cancel it in Conference Center.

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32 32 Syncing Meetings with ReadyTalk Meeting information is kept up to date in salesforce.com by syncing with ReadyTalk. A sync occurs automatically: When you import a meeting. Every hour if Auto Sync is enabled for your ReadyTalk for Salesforce installation by your salesforce.com System Administrator. Auto Sync updates include all Scheduled and In Progress meetings in salesforce.com whose information in Conference Center has changed since the last sync. When you view a Completed or Cancelled meeting and it has been more than one hour since a sync occurred on the meeting. When you are working with a ReadyTalk Meeting in salesforce.com, you can see the latest meeting information by clicking the Sync with ReadyTalk button. Importing Meetings with ReadyTalk for Outlook Scheduler If you use the ReadyTalk for Outlook Scheduler to schedule a meeting, you can sync registration and attendance data onto the matching lead or contact record in Salesforce. To import meetings from the ReadyTalk for Outlook Scheduler, you must be setup as a ReadyTalk Webinar User. 1. In Microsoft Outlook, select the Settings option on the ribbon. 2. Choose the Scheduled Meeting and hit OK

33 33 3. Create a New Meeting Request from the submenu of the Schedule Meeting button on your Microsoft Outlook toolbar. You have the option of scheduling the following types of meetings: ReadyTalk Audio/Web Meeting, ReadyTalk Audio Meeting, or ReadyTalk Web Meeting. The Meeting Request screen that appears automatically displays all of the information participants need to join your ReadyTalk meeting. 4. After scheduling and sending the meeting request, import the meeting into Salesforce to view registration and attendance data and have the ReadyTalk meeting automatically logged in the Activity History on the lead or contact record. a. Note: You can import multiple meetings at the same time. ReadyTalk Meetings on the Lead or Contact Viewing ReadyTalk Meeting History for a Lead or Contact In addition to allowing others in the organization to invite an individual to a ReadyTalk Meeting, ReadyTalk for Salesforce gives them visibility into all ReadyTalk Meetings their customers or prospects have registered for and attended directly on the Lead or Contact record. To view the ReadyTalk Meeting History for a Lead or Contact: 1. Go to the Lead or Contact record for the individual prospect or customer.

34 34 2. Scroll to the ReadyTalk Meeting History section of the Lead or Contact record to see a list of the ReadyTalk Meetings the Lead or Contact is currently a member of, including the Meeting Name, Meeting Date & Time, the member's Status, and the Meeting Status. 3. Click on the Meeting Member Name to drill down to the Meeting Member record and see detailed registration and attendance data if available. Viewing ReadyTalk Meeting History for a Case To view ReadyTalk Meeting History that is specifically related to a Case: 1. Go to the Case record 2. Scroll to the ReadyTalk Meeting History section of the Case record to see a list of the ReadyTalk Meetings that the Contact related to the Case is currently a member of, including Meeting ID, Meeting Name, Meeting Date/Time and the Meeting Status. a. Note: The Meeting ID is associated with the Meeting Name. 3. Click on the Meeting ID or Meeting Name to drill down to the Meeting record and see detailed registration and attendance data if available.

35 35 Schedule and Start ReadyTalk Meetings You can set up and start a ReadyTalk Meeting directly from a Lead, Contact, or Case record through the Meet Now or Schedule Meeting functionality. Meet Now When you need to set up and start a ReadyTalk Meeting immediately: 1. Go to the applicable Lead, Contact or Case record. 2. Scroll to the ReadyTalk Meeting History section of the Lead, Contact or Case record. 3. Click the Invite to ReadyTalk Meeting button in this section to display the Invite to ReadyTalk Meeting page. 4. Select Meet Now and click Next to display the New ReadyTalk Meeting page. 5. Under the Information section, you have the ability to update: a. Meeting Title by default this is the New Meeting Title indicated in your default settings, this can be updated on a per meeting basis. b. Access Code by default the credentials used are pulled from your default settings, these can be updated by clicking the change access code link on a per meeting basis. c. Log Activity select if an Activity should be logged on the Lead or Contact record for the meeting. An activity will be created on all Lead or Contacts invited to this meeting.

36 36 6. The Invitees section shows the list of invitees for the meeting. By default the Lead or Contact record you started from will be an invitee. Note: If inviting from the Case Record, any contacts or leads associated with the Case will be an invitee. a. You have the option to add additional invitees by clicking the Add button. b. After clicking on the Add button, the Invite Others pop up page appears where you can search for additional Leads & Contacts to add as invitees, or you also have the option to enter a free form address that may not be in your salesforce.com organization. 7. Click the Save & Invite button to schedule the meeting in Conference Center, send invitation s to all invitees, and display the Meeting Details page. 8. Click the Start Meeting button to open the meeting controls for the new meeting. 9. When the meeting is complete, the ReadyTalk Meeting details and Meeting Member statuses will be updated for all attendees on the Contact and Lead Record.

37 37 Schedule Meeting When you need to schedule a new ReadyTalk Meeting for some time in the future: 1. Go to the applicable Lead, Contact or Case record for the individual you are meeting with. 2. Scroll to the ReadyTalk Meeting History section of the Lead, Contact or Case record. 3. Click the Invite to ReadyTalk Meeting button in this section to display the Invite to ReadyTalk Meeting page. 4. Select Schedule Meeting and click Next to display the New ReadyTalk Meeting page. 5. Under the Information section, you have the ability to update the following: a. Meeting Title by default this is the New Meeting Title indicated in your default settings, this can be updated on a per meeting basis. b. Access Code by default the credentials used are pulled from your default settings, these can be updated by clicking the change access code link on a per meeting basis. c. Start Date/Time by default it will be the current date and time, but this can be changed by clicking on the field. Note that the start date and time must be set in the future.

38 38 d. Meeting Time Zone by default this is the New Meeting Time Zone selected in your default settings, this can be updated on a per meeting basis. e. Duration by default, this is set to one hour, but this can be updated and is used for scheduling purposes only. f. Meeting Type by default, Web & Audio is selected, but Audio Only and Web Only options are available. g. Log Activity select if an Activity should be logged on the Lead or Contact record for the meeting. An activity will be created on all Lead or Contacts invited to this meeting. 6. The Invitees section shows the list of invitees for the meeting. By default the Lead or Contact record you started from will be an invitee. Note: If inviting from the Case Record, any contacts or leads associated with the Case will be an invitee. a. You have the option to add additional invitees by clicking the Add button. b. The Invite Others popup page appears where you can search for additional Leads & Contacts to add as invitees, or you also have the option to enter a free form address that may not be in your salesforce.com organization. 7. Click the Save & Invite button to schedule the meeting in Conference Center, send invitation s to all invitees, and display the Meeting Details page.

39 39 8. From the Meeting Details, you can click on the Contact or Lead name to return to the record. You can also click on the Meeting Title to display the full ReadyTalk Meeting Details. 9. At the meeting time, you can return to the ReadyTalk Meeting in salesforce.com and click the Start Meeting button to open the meeting controls directly from within salesforce.com. 10. When the meeting is complete, the ReadyTalk Meeting details and Meeting Member statuses will be updated for all attendees.

40 40 Invite to Shared ReadyTalk Meeting Others in your organization can invite Leads and Contacts to a ReadyTalk Meeting directly from the Lead, Contact or Case record, even if they are not a ReadyTalk for Salesforce User. Follow these steps to invite a Lead or Contact to a shared ReadyTalk meeting: 1. Go to the applicable Lead, Contact or Case record for the individual you are meeting with. 2. Scroll to the ReadyTalk Meeting History section of the Lead, Contact or Case record. 3. Click the Invite to ReadyTalk Meeting button in this section to display the Invite to ReadyTalk Meeting page. 4. Select Invite to Scheduled Meeting, which will display a drop down list of shared scheduled meetings (This list includes imported meetings that you are the owner of, or that have been set up to allow others to invite Leads or Contacts to them). Click the Next button. 5. On the next page, you can add additional invitees by clicking on the Search button. Once all invitees have been added, click the Add and Invite to Meeting button to send invitation through ReadyTalk Conference Center and add the Lead or Contacts as Meeting Members with a status of Invited.

41 41 Importing Recordings To access ReadyTalk recording information from Conference Center within salesforce.com, you must first import the recording. Like a meeting, importing a recording establishes a link between the recording in salesforce.com and the recording in ReadyTalk Conference Center. Note: You must be setup by as a ReadyTalk Webinar Users to import recordings from Conference Center. To import a recording, follow the steps below: 1. From the ReadyTalk application, click on the Recordings sub tab. Then, click on the Import Recording button. This will display the Import Meetings page. 2. From the Import Meetings page, you can choose the ReadyTalk recording you want to import from the ReadyTalk Recording drop down list (Only recordings in Conference Center that are not currently imported into salesforce.com are displayed in this list.). 3. If you would like to import a recording under a different access code than the code displayed in the Access Code field on the Import Recording page, click the change access code link. You will be prompted to enter a new Toll Free Number, Access Code, and Passcode in the Chairperson Login Credentials dialog. The new login credentials remain in effect only for the recording you're currently importing.