Qvidian Playbooks & Salesforce Setup Guide. Fall Release 2013

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1 Qvidian Playbooks & Salesforce Setup Guide Fall Release 2013 Last Updated: 11/12/2013

2 Introduction Welcome to Qvidian Sales Playbooks & Analytics! This guide is directed toward CRM Administrators, Playbook Managers, and others responsible for setup and management of Qvidian and/or connection to your CRM. If you have any questions beyond this document, please notify your Qvidian contact for immediate assistance. Once you are setup and have logged in to Qvidian, you can access the in-product Help for directions on using Qvidian Workspaces. Click the Help button on the Navigation bar. Guide Sections This guide is separated by the following sections: System Requirements Pre-Installation Checklist Installing the Qvidian AppExchange Package Configuring Salesforce.com Network Security Registering Your Salesforce.com Instance with Qvidian Setting Up Data Warehousing Updating CRM Fields via Qvidian Creating Tasks in Salesforce Setup CRM Contact Info Accessing Qvidian from Salesforce.com Setting Up Custom Links Setting Up Visualforce Pages 1

3 System Requirements Salesforce.com editions Web Browsers Operating Systems Pop-Up Blockers Trusted Sites white-list Enterprise or Unlimited edition Firefox (latest version) Safari (latest version) Google Chrome (latest version) Internet Explorer 8.0, 9.0, 10.0 Windows XP SP3 Windows Vista SP2 (32 and 64 bit) Windows 7 (32 and 64 bit) Win8 OSX 10.8 or higher Pop-up blockers should be turned off for all users for use with Qvidian. If using Safari, it is required that the pop-up blockers be turned off when performing an embedded Playbooks login. Add the following sites to your browser s Trusted Sites list: To avoid mixed content or domain warnings in the browser you may additionally wish to add: Note: *The Trusted Site for force.com is needed if you are actively using or developing pages using force.com. The following addresses must be white-listed on your company's mail server: *.mktomail.com 2

4 Pre-Installation Checklist Below is a quick checklist of items to review before you begin your installation and setup of Qvidian Sales Playbooks. Confirm you are using either Salesforce.com Enterprise or Unlimited Editions. Decide whether you are installing Qvidian in a Salesforce.com Production or Sandbox Environment. Confirm you have the rights to install the AppExchange package. Confirm your Salesforce.com environment has 7 Custom Objects available that can be used for installation of Qvidian Objects. Confirm you have your Qvidian Username and Password that was previously sent to you from Obtain the Password to the Qvidian AppExchange Package from your Qvidian contact. Determine the option your Users will use to access Qvidian. You should choose one of the three options below. Custom Link/Button you can include a custom link or custom button on Page Layouts for Lead, Opportunity or Account. Example Embedded on the Page Layout using a Visualforce page (located below Opportunity, Account or Lead Detail section). If you want to embed Playbooks, you need to create Visualforce pages in Salesforce: Go to SFDC > Setup > Develop Pages New 3

5 Create a new Visualforce page for each CRM type (Opportunity, Account, Lead) you are using so you can embed it on the corresponding Opportunity, Account, Lead page layout to which the users have access. Create new visual force page(s) using each of these links as appropriate. Then, add them to the Page Layouts of your choosing. Note: remember to delete the old visual force pages you may have been using before you add the new pages. Example 4

6 By logging in directly to Qvidian Sales Playbooks & Analytics at Installing the Salesforce.com AppExchange Package To begin the setup of Qvidian, you will need to install the Salesforce.com AppExchange Package. Follow these steps: Select the Environment to which you will install the Package. Download the Package using the appropriate link. Production Environments: Sandbox Environments: Login to Salesforce.com using your Username and Password. Note: You will need the appropriate Salesforce.com permissions to install AppExchange Packages. On the Package Install Details page, type in the Password previously provided by Qvidian. Select Continue and then click Next. Select the Grant Access to All Users security setting radio button. Click Next. On the following Package Installer screen, click the Install button. You may receive a message that the request is processing and you will receive an when the install is complete or you may see an on-screen notification that the package install is complete. If unsure whether your package has finished installing, go to Setup App Setup Installed Packages where you will see Qvidian for Salesforce in your list of Installed Packages once the install is complete. 5

7 Configuring Salesforce.com Network Security Salesforce.com allows you to set trusted IP Ranges to eliminate the need for security tokens. This is optional when setting up Qvidian, but it can make administering Salesforce.com s connection to Qvidian a little easier. To configure Network Security settings to allow access from Qvidian IP addresses, follow these steps: Login to Salesforce.com. Make sure you have appropriate permissions. Go to Setup Administration Setup Security Controls Network Access Click New. Enter the following IP Ranges: to to to to Note: If you are using a Salesforce instance with the Qvidian for Salesforce AppExchange package already installed, you may have already configured this. Click Save. Registering Your Salesforce.com Instance with Qvidian To integrate Qvidian with your Salesforce.com instance, you must register your Salesforce.com Sandbox or Production instance to your Qvidian instance. Once completing this registration, you can complete the remaining setup steps in this guide so your organization can then build and manage Playbooks. 6

8 For most implementations, the initial operation is registering the Qvidian instance to the Salesforce.com Sandbox Environment. Once ready to provide Playbooks to the user base, the Qvidian instance is then re-registered to the Salesforce.com Production Environment. Note that only one Qvidian instance can be registered to work with one Salesforce.com instance. To purchase a second dedicated Qvidian instance, please contact your Qvidian Sales Director or us. Note: When a registration change from Sandbox to Production occurs, created Playbook Templates, Play Templates, and Users will be maintained; however, completed Plays and associated analytics by users will be lost. If you require further information, please notify your Qvidian contact. Follow the steps below to register your CRM instance to Qvidian: Login to Qvidian with your Username and Password. On the Navigation Bar, click the Admin module, click the CRM tab, and then click the Setup link. For the CRM System, click the Salesforce.com radio button. For the Environment, click either the Sandbox or Production radio button. Type in your Username and Password with the Salesforce.com Security Token appended to the Password. Note: These credentials are not stored in Qvidian and do not require special privileges in your CRM instance. Click the Register button. Follow these steps to change your CRM instance registration from Sandbox to Production: Follow the previous directions provided to install the AppExchange Package to your Salesforce.com Production Environment. Login to Qvidian with your Username and Password. On the Navigation Bar, click the Admin module, click the CRM tab, and then click the Setup link. 7

9 Example Click the Modify CRM Instance link. Select Salesforce.com as your CRM System and select Production as the Environment. Type in a Username and Password and, if required, the Salesforce.com Security Token appended to the Password. If you have not added the Qvidian IP ranges to your Salesforce instance, you will be required to add your Salesforce.com Security Token appended to the Password. Note: These credentials are not stored in Qvidian and do not require special privileges in your CRM instance. To confirm the changes, type in the word UPDATE. Click the Update button. 8

10 Setting Up Data Warehousing Setting up Data Warehousing will allow Qvidian Sales Playbooks data to be available in Salesforce.com for reporting purposes. To set up Data Warehousing, complete the steps below. Login to Qvidian with your Username and Password. On the Navigation Bar, click the Admin module, click the CRM tab, and then click the Data Warehousing link. Type in your CRM User Name and Password and, if required, the Salesforce.com Security Token appended to the Password. For more on Salesforce.com Security Token, click the following link. hash=topic-title Notes: The user account for Data Warehousing needs to have Create/Update/Read rights to the custom objects in SFDC. Unlike the CRM registration credentials, Data Warehousing credentials are saved in Qvidian as they are required for each hourly run of the process. If changing your Salesforce.com Password, you need to immediately re-enter your Data Warehousing credentials. Click the Save button. 9

11 Playbooks to CRM Integration Qvidian s Round Trip CRM Integration allows updating of Salesforce.com fields based on user completion of Plays and Stages in Qvidian. Playbook Managers can add Rules to Plays and Stages which will update Salesforce.com field values when a Play or Stage is completed. Note that field values will only be updated by Qvidian if the user completing the Play or Stage has access and permissions to update the field value. Additionally, s sent from Qvidian Sales Playbooks can be tracked back to the CRM record through the task history. Follow these steps enable this integration: Login to Qvidian with your Username and Password. On the Navigation Bar, click the Admin module, click the CRM tab, and then click the Advanced Options link. Check the Update CRM data from Playbooks box. Check the Play s Record s from Plays to CRM records and Attach Play file attachments to CRM records checkboxes to enable those new integrations. Click Save. Setup Tasks in Salesforce To be able to use the Enable Record Play s to CRM feature, you will need to follow these steps in Salesforce.com: In Setup, go to Customize > Activities > Task Fields. Click on the Type field at the bottom of the list (click the name). 10

12 Click the Set Field-Level Security button. Check any profiles that will be using Playbooks and select the visible option. Select Save when completed. CRM Contact Info You will need to provide the contact information for the individual who will work with Qvidian staff to support the CRM instance integrating with Qvidian. Follow these steps to add the Contact: Login to Qvidian with your Username and Password. On the Navigation Bar, click the Admin module, click the CRM tab, and then click the CRM Contact Info link. See following example. Example Complete the required fields: First Name, Last Name, and Address. You can also provide the Contact s Work and/or Mobile Phone Numbers. Click the Save Contact Info. 11

13 Accessing Qvidian from Salesforce.com There are two options you can provide users so they can access Qvidian from Salesforce.com: Custom Links opens Qvidian in a new browser as Salesforce.com remains open in the background. Visualforce Pages embeds Qvidian directly into the Salesforce.com UI for a Lead, Account, or Opportunity tab. Custom Links Follow these steps to setup and copy a Custom Link from the Custom Links workspace to the Salesforce.com Page Layout for a CRM Object (Lead, Opportunity, or Account). Login to Qvidian with your Username and Password. On the Navigation Bar, click the Admin module, click the CRM tab, and then click the Custom Links link. Note: the marked link in the example is a new enhancement for this release 12

14 Highlight the URL for the Opportunity, Account, and/or Lead Playbook you want to copy/paste into Salesforce.com as a Custom Link. Press the Ctrl+C keys simultaneously (or right click on highlighted URL and select Copy on the Context menu). In your Salesforce.com instance, go to Setup App Setup Customize. Select if you want to add the Custom Link to Opportunities, Accounts, or Leads. Go to Buttons and Links and click New. Type in all the required fields to add the Custom Link. Paste the URL in the region. Click Save. See following example. Example Click Page Layout for the Opportunity, Account, or Lead and then click Edit. Click Custom Link on the top menu. Click and hold on the label of the Custom Link you created and drag it to the Custom Links section of the layout. Click Save. 13

15 Note: If you choose to enable Custom Links to launch Qvidian, be sure you do not use the same name for a custom field that is already a standard field in SFDC, otherwise you will get an error when trying to open Qvidian through the custom link. Example 14

16 Visualforce Pages Using Visualforce Pages, you can embed Qvidian directly in Salesforce.com for a Lead, Account, or Opportunity. For detailed information on editing Page Layouts in Salesforce.com, click the following link: hash=topic-title Follow these steps to enable Visualforce Pages to embed Qvidian: In your Salesforce.com instance, go to Setup App Setup Customize. Select if you want to add the Visualforce Page to Opportunities, Accounts, or Leads. Select Page Layout and then click Edit. Click and hold on the Section in the top menu and drag it to the Layout below the Salesforce.com Object. 15

17 Type in a name (e.g., Qvidian Sales Playbooks). This name displays in the header of the section within the Page Layout. Change the Columns to 1 (single) and click OK. Click Visualforce Pages. There should be one (1) Qvidian Visualforce page listed. Hover over its tooltip to confirm accuracy of the edited layout. Click and drag into the white space in the newly created section. Click the wrench icon in the upper right of the new section to view Visualforce PageProperties. Make sure the Width (in pixels or %) is set to 100%. Change the Height (in pixels) to 650. Make sure the Show scrollbars box is checked. Click OK to save the changes to the page layout. Follow the same steps for Accounts and Leads if those page layouts will be used. 16

18 Example Implementation Note: Salesforce.com Administrators can distribute to specific users by only applying the Visualforce pages to specific page layouts. Safari Browser issue when displaying embedded Qvidian Playbooks in Salesforce When initially embedding Qvidian Playbooks in Salesforce, Safari was not displaying the application in the Qvidian Playbooks region for some users. This was due to a third-party integration issue. When this occurs, clicking the Go to Qvidian Sales Playbooks button will display the application. If this issue occurs for users, they will only have to click this button one time to enable proper viewing and functionality of the Playbooks application (i.e., they will not have to click this button each time they use the application). If users do encounter this issue again, it is likely due to clearing their Safari browser s cache and will need to click the button again. 17

19 Setting Internet Explorer 10 to Compatibility View For Qvidian Playbooks to operate successfully in IE 10, the browser must be set to Compatibility View. Follow these steps: On IE 10 s toolbar, select Tools. Click on Compatibility View settings option. The Compatibility View Settings screen displays. Uncheck Include updated websites list from Microsoft Uncheck Display intranet sites in Compatibility View Uncheck Display all websites in Compatibilty View When completed, click Close. 18

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