Salesforce Customer Relationships Management (CRM) System

Transcription

1 Salesforce Customer Relationships Management (CRM) System User s Manual for External Users Version st May 2015

2 Contents 1. Customer relationship management (CRM) system Intro and Login Navigating CRM CRM system Interface Basic concepts: Objects and Records View the list of your records (Contacts/ Organizations) View the details of your Records Edit Contacts or Organizations Using Searches Using Searches Organizations Updating an Existing Organization Contacts Adding a New Contact Updating an Existing Contact Affiliations Contact Primary Affiliation Creating Additional Affiliations CRM User's Management Provisioning of external users CRM Reports CCM Reports CRM Users Support and Additional information... 14

3 1. Customer relationship management (CRM) system. 1.1 Intro and Login The Customer Relationship Management (CRM) System is one of the core Global Fund s information management systems. The CRM system allows users to record and manage business relationships, data and information associated with them. CRM is also one of the Global Fund s Grant Management Platform applications. Grant Management Platform (GMP) is The Global Fund s online grants data management information system, powered by Salesforce. The CRM system is an online system, so you need to have an Internet browser installed on your computer to access it. The recommended browsers to work with CRM are Microsoft Internet Explorer versions 9, 10, and 11; Google Chrome; and Mozilla Firefox. Detailed information on the currently supported browser versions can be found under the link: Start working with CRM To access CRM, you should open your internet browser and type in this URL Then you need to press the big blue button Access the Grant Management Platform and enter your user name and password. If you do not have a user name and password yet, please contact your CCM admin (if you are a CCM member) or your Secretariat country team (in other cases, or if you are a new CCM admin). If you have forgotten your password, please send a message to GFsupport@theglobalfund.com

4 Once logged in, you will see two tabs: Contacts and Organizations, representing the CRM application of the Grant Management Platform. **Please note that your CRM application interface might look slightly differently depending on your system configuration settings and the access rights that you have (for example, some of you might not see the Organizations tab). 2. Navigating CRM 2.1 CRM system Interface Important remark! - Please use English alphabet only whenever you type in any data to the CRM system. Data typed in using other alphabets might be processed incorrectly by the system. Organizations and Contacts are the two primary objects through which you will access your reference data in the CRM system. They are located at the top left of the Salesforce home page. 2.2 Basic concepts: Objects and Records Two key CRM terms used in this User s Manual are Object(s) and Record(s). An Object allows you to store information in CRM and is the overall definition of the type of information you are storing. E.g., the Organization Object allows you to store information regarding organizations you interact with. For each object, The Global Fund will have multiple records that store the information about specific instances of that type of data.

5 A Record is a single instance of a CRM object. For example, UNAIDS might be the name of an Organization record. 2.3 View the list of your records (Contacts/ Organizations) To view the full list of your contacts or organizations please select the Contacts or Organizations tab and then select the view All Contacts or All Organizations. The CRM system will provide you the full list of your contacts or organizations. 2.3 View the details of your Records Select the record you want by clicking on the name of the Organization (or Contact). Selecting and pressing on the Contact or Organization name will redirect you to view the information stored on this individual record through Record Detail View page.

6 All the details related to the selected Organization or Contact are represented on this page. Record details are displayed in fields arranged in one/two columns and divided into sections. 2.3 Edit Contacts or Organizations You can edit fields individually by double-clicking the field and then changing the value. To edit all fields simultaneously press the Edit button that appears at the top of the record detail page. You will be redirected to a page where all editable fields are displayed as text boxes / pick lists / checklists. Non-editable fields (e.g. formula fields or fields restricted to read only) are not displayed in the Edit view.

7 3. Using Searches 3.3 Using Searches Located at the top of all Grants Management Platform (Salesforce) CRM pages next to The Global Fund logo, the search bar allows you to search all fields on all records for matching values. Search for names of a Contact or Organization, but also for values like or phone numbers. Matching records which contain that value will be returned. Important remark - By default and to speed up the search, CRM will search first into the contacts, organizations that you access more frequently. If the record you were trying to find is not returned in the search, please press the Search All button to trigger search into the full CRM system. 4. Organizations 4.1 Updating an Existing Organization

8 Important remark! - Please use English alphabet only whenever you type in any data to the Salesforce CRM system. Data typed in using other alphabets might be processed incorrectly by the system. Update fields on an existing organization through the Record Detail page. Double click the value of any editable field and the field will automatically display the editable version. Remember to hit Save after making edits. Click Edit at the top of the Record Detail page to update multiple fields at a time. You will be directed to a Record Edit page where you can edit all editable fields simultaneously. Note: as an external user, you are not able to create organizations (CCMs); you can only edit their information. Please contact your country team or gfsupport@theglobalfund.org if you need to create any. 5. Contacts

9 5.1 Adding a New Contact Click the Contact tab and the New button to add a New Contact. Select the respective Contact Record Type ( Applicant/Coordinating Mechanism for CCM contacts) and press Continue. The New Contact page contains a list of blank fields.

10 The fields marked in red are mandatory fields and needs to be filled in order to process further with saving the contact. Please note - The organization Name field is a lookup to any record in the Organization object. You cannot simply type the name of an organization as in free text, unless the spelling is 100% correct. Best practice is to type the first few letters of the Account and use the * as a wildcard, then click on the magnifying glass and select the account. 5.2 Updating an Existing Contact Important remark! - Please use English alphabet only whenever you type in any data to the Salesforce CRM system. Data typed in using other alphabets might be processed incorrectly by the system.

11 Update fields on existing contacts through the Record Detail page. Double click the value of any editable field and the field will display an editable version. Remember to hit Save. Update multiple fields at a time by clicking Edit at the top of the Record Detail page. This will direct you to the Record Edit page where you can edit all fields simultaneously. Only editable fields are shown in this view. 6. Affiliations 6.1 Contact Primary Affiliation On every contact record, there is a field called Organization Name. This is a contact s Primary Affiliation. An Affiliation corresponds to the link that exists between an Organization and a Contact. When the value of this field is changed, an Affiliation Record is created. The Affiliation Record is automatically populated with the Organization Name and Title from the related Contact record. The Start Date is set to today. Generally, you will use this Affiliation Record to link a new contact to your Organization (CCM). If you change the value of this field from one Organization to another, the CRM system will also automatically change the Status of the old Primary Affiliation to Former and stamp the Affiliation s End Date as Today.

12 6.2 Creating additional affiliations Typically, you would create additional affiliations only in rare cases; for instance, if the contact already exists in another organization and you would need to link them to yours. You can also create additional affiliations from the Affiliated Contacts related list on an Organization Record, and from the Affiliated Organizations related list on the Contact record. Note: you are only allowed to create Affiliations to Organizations that you manage directly.. 7. CRM users management. 7.1 Provisioning of external users

13 Notice - This section mainly relates to the users who are authorized to manage contacts for its organization. Not all the CRM users can manage contacts. If you can manage contacts, this procedure will allow you to give access to the Global Fund systems to new contacts. Not all users can manage contacts it is mainly related CCM Admin focal points. The general procedure of Global Fund systems users provisioning consists of two mandatory steps. Step 1. Tick external user on the Contact Record. Step 2. Update the Access Level on the affiliation record. To provide access to the Global Fund s systems (Grants Management Platform, for example) for ab external user, proper completion of both steps is mandatory. Step 1. Tick external user on the Contact Record. To create a CRM External user you should go to the Contacts detail view page and mark the External User checkbox. Step 2. Updating the Access Level on the affiliation record. To grant access to the Global Fund s information systems for the Contact you need to make sure that the Affiliation to the respective organization (CCM, for example) is created for this Contact, that the affiliation status is Current and that the access level is not set to No Access.

14 To provide access for the user to CAT Tool only, it is enough to complete Step 1.(Tick external user on the Contact Record). After completing Step 1 and (optionally) Step 2, a notification with access details and credentials will be send to the user s address stored in the contact details for this user. Please make sure that the actual address is stored in the user contact record. Please Note It might take up to 24 hours until access is granted or access level changed. The user will then receive an automatic notification from DoNotReply@theglobalfund.org indicating their user name. Another message will follow, containing the password. 8. CRM Reports. 8.1 CCM Reports For the moment, the generation of the CCM reports is not provided to user as a self-service. This feature will be available in a future release of the CRM on GMP. In the meantime, please follow the steps below if you need to get one or more of the CCMrelated endorsement reports. 1. Update or ask your Country team to update the information related to the report in CRM (for instance, the CCM members list, etc) 2. Submit a request to GFSupport@theglobalfund.org, describing which report(s) you need. Please copy your country team on this request. 3. Report(s) will be generated from CRM by the Global Fund technical team and provided to you within 24 hours. 9. CRM Users Support and Additional Information. CRM users support is provided through request submitted to GFSupport@theglobalfund.org Related videos (in English) on how to use CRM system can be accessed through the links below: Creating an Organization Creating a Contact Creating an Affiliation