Cloud Extend Tutorial

Cloud Extend Tutorial Revised May 2012

Tutorial Build a New Guide....................................................... 1 Part One: Properties Dialog............................................. 2 Part Two: The Screen Step.............................................. 4 Part Three: Building the Branch for Talked to Lead........................ 9 Part Four: Building the Branches for Did Not Talk to Lead................. 17 Run a Simulation of Your New Guide....................................... 22 Save and Publish Your New Guide......................................... 23 Run Your New Automated Guide.......................................... 26 View Reports.......................................................... 29 ii

Tutorial This step-by-step tutorial will show you how to use Cloud Extend for Salesforce to create automated guides that walk a user through a series of questions and automated steps to complete a process. The tutorial shows you how to: Build a New Guide Run a Simulation of Your New Guide Save and Publish Your New Guide Run Your New Automated Guide View Reports Build a New Guide In this exercise, we will build a short automated guide that will walk a Salesforce.com user through the process of initial lead qualification. The completed guide looks like this: May 2012 1

Part One: Properties Dialog 1 Start in the Cloud Extend Guide Designer. Do this by selecting Cloud Extend in the Salesforce.com top right drop down list, and then by selecting the Guide Designer tab. 2 Select New to start as new automated guide. 3 The Guide Properties dialog box appears, which is where you will enter some information about the automated guide you are building. In the Name field, type in Initial Lead Qualification. In the Applies To list, select Lead. In the 2 Tutorial May 2012

Description text box, type My First Guide. For a Tag, type New Lead Processing, as shown in the example. The Applies To entry determines the Salesforce.com screen in which this automated guide appears within a guide. The Tags entry creates a category under which your new guide appears to a user when Cloud Extend presents guides to the user. The following snapshot displays the guide area of a lead page has a New Lead Processing (the name of the tag) category and Initial Lead Qualification (the name of the guide) and its description appear under it. Note: As this area is set up by your Salesforce.com administrator and by your Guide Designer, what appears on your screen will not look like this. 4 Set up the possible outcomes from use of this automated guide. (If you already closed the Properties dialog, re-open it by clicking Properties at the top left of the screen). By setting up and tracking outcomes, we can easily report on the May 2012 3

results from use of this automated guide. In the Possible Outcomes tab, enter the following. (Use the + button to add an outcome.) Lead is Qualified Lead is Unqualified Left Voice Mail 5 Save the properties by clicking the OK button. Part Two: The Screen Step 1 In the new Guide, double-click the untitled step to open a dialog that configures this screen step. 2 In the Step Type list, select Screen Step. Each step in an automated guide can be a screen step that is presented to the end user, an automated step that interfaces with Salesforce.com to do work for the user automatically, an end step that ends a branch of the guide, and a few other types, which we won t cover now. 4 Tutorial May 2012

3 In the Screen Step, you ll instruct the user to call the lead. In the editor, type the following text, one line for each bullet point: Make the first attempt to call the lead. Name: Company: Phone #: 4 Define the data from the Salesforce.com Lead record that the guide will insert into a screen as follows: Position the cursor just to the right of Name:. From the Insert Read-Only Field list, click Full Name. This list has all fields available for a Lead. When the user runs this automated guide, Cloud May 2012 5

Extend reads the Salesforce.com Lead field Full Name and displays it on the screen. Similarly, add Read-Only fields for Company and Phone 5 To complete this screen, we need to enter a Prompt to tell the user what to do, as well as the possible responses to the prompt. Type in Did you talk with this Lead? 6 Tutorial May 2012

6 For Answers, type in Yes, No-Left Voice Mail, and Bad Phone Number, as shown: May 2012 7

7 To see what the screen will look like to your user, click Preview. The readonly data fields are not filled in during preview. 8 Click the OK button. Notice that the Guide has expanded to provide a branch for each of the three possible answers you provided: 8 Tutorial May 2012

9 Save the Guide. Part Three: Building the Branch for Talked to Lead 1 First, let's address what the process should do if the user talked with the Lead (the top branch). Double-click on the untitled step in the Yes branch. 2 From the Step Type list, select Automated Step. 3 For the Action, select Create Task. May 2012 9

4 For the Title, type Capture Call Notes. 5 This automated step will create a completed task in Salesforce.com's Activity History for the Lead. To configure the automated step, click on the Input tab. Here you will set up the fields for the task you are creating. 6 Since this step always occurs after a user has had a first call with a Lead, we can use a fixed subject for this task. In the Subject source, select Constant for the source and for a value, type in Notes from the First Call. Similarly, the Status will also always be completed because these notes are being entered after the call took place. For the Status field, select Constant and then set the field to Completed. 10 Tutorial May 2012

A Priority value is always required. Here you should select Normal. In the Description field, we want to capture the notes about the call from the user and record them. To set this up, select Screen as the source. This prompts the user to type in the notes, as we ll see. 7 Configure the screen into which the user will enter the call notes by clicking on the Input Screen tab, and typing Enter your notes from the phone call with the Lead in the editor. Press the enter key after typing this text. May 2012 11

8 Position the cursor beneath the text you just entered, and then click on Description. 9 You can double click within many fields to change their properties. For example, if you double click within Description, you can change default properties. As you will not be changing defaults, press Cancel. 12 Tutorial May 2012

10 Click OK. The Capture Call Notes step changes to indicate that it is an automated step rather than a screen. Also, Cloud Extend added a new step that will occur after the phone call s notes are captured: 11 Let's finish the Yes (spoke with Lead) branch of this Guide. Since the user spoke with this Lead, the user can now judge whether this lead is qualified. Open the new untitled step, and create a screen step whose prompt is Is this Lead Qualified? There are two Answers: Yes and No. May 2012 13

12 Click OK and see the two new branches from the screen step. 13 Now that the user indicated if the Lead is qualified, we should automatically update the Lead Status field. Open the untitled step in the Yes branch and make it an automated step. The Action is Update Fields. The Title is Mark Lead Qualified, From the Add Input drop down, select Status. 14 Tutorial May 2012

14 In the Input tab, make Status a Constant and select Qualified. 15 There is no user input required for this step, so just click OK. By now, your Guide has likely grown to a size such that you cannot view the entire guide on one screen in your web browser. That's OK. The Guide Designer automatically collapses parts of the tree and expands other parts when you select steps. By expanding the part of the Guide you are working on and collapsing others, Cloud Extend makes it easy to focus on one branch at a time. Go ahead and select various steps in your guide and notice how automatic collapsing and expanding of branches work. 16 Repeat the instructions in the previous section to create an automated step that updates the Lead in the No branch with a Status of Unqualified. Your Guide should look similar to this: 17 Let s complete the top branch by adding end steps with outcomes for both. Do this by double-clicking on the top untitled step, and select End Step. May 2012 15

18 For the Title, type in Lead is Qualified. Select the Lead is Qualified Outcome. 19 For the bottom branch, select an end step with an Outcome of Lead is not qualified. Your Guide should look similar to this: 20 Save the Guide. 16 Tutorial May 2012

Part Four: Building the Branches for Did Not Talk to Lead 1 Now we will finish up this guide by completing the remaining branches of the guide. Click the First button in the menu bar to go to the start of the guide. 2 For the Bad Phone Number branch, we want to simply update the Lead Status to Unqualified. Since we already configured steps to mark a a lead as unqualified, we can use a Jump step. Open the untitled step in the Bad Phone Number branch. 3 Select Jump Step and then select Mark Lead Unqualified. 4 Click OK. 5 If the user left a voice mail message for the Lead, we will record a note in the Activity History of the Lead indicating that a voice mail message was delivered, and set a reminder task to follow up with the lead. Since we already have an automated step that captures call notes, we can copy and paste it into the Left Voice Mail branch. Select the Capture Call Notes step that you previously created, then select the Copy button May 2012 17

6 You want to copy just the selected step, and not the entire subtree (that is, branch) that comes after the selected step, so select OK. 7 Select the untitled step and then select the Paste button to paste the Capture Call Notes step. Your guide should now look similar to: 8 Open the new Capture Call Notes step and modify the Title to say Capture Voice Mail Notes. 9 Modify the Subject to say Notes about voice mail. 18 Tutorial May 2012

10 On the Input Screen, modify the text to say Enter notes about the voice mail that you left for this Lead. 11 Click OK to save changes. Your guide should look similar to this: 12 Now we will complete the guide by configuring an automated step that will set a Task Reminder for the user to call the Lead again. Open the untitled step, and change it to an Automated Step. Set the Action to Create Task and then enter Set Reminder for Next Call as the Title. 13 Fill in this screen as follows: Make the Subject a constant and type in Follow up on Lead. Set Due Date Only to Screen. Make the Description a constant and type in Previously left voice mail, try call again. May 2012 19

Set Status to In Progress. Set Priority to Normal. 14 Select the Input Screen tab and type in Enter date to call this lead again and press the Enter key. 15 Click Due Date Only field, then click Apply. 16 Click OK. 17 Open the new untitled step and make it an end step. Enter Left Voice Mail in the type field. From the Outcome list, select Left Voice Mail. 20 Tutorial May 2012

18 Save the Guide. That s it! You have built a Guide with both Screens and Automated Steps in just minutes. You can start to test your work right now - read on! Go to another part of the tutorial: Next Step: Run a Simulation of Your New Guide Save and Publish Your New Guide Run Your New Automated Guide View Reports May 2012 21

Run a Simulation of Your New Guide With Cloud Extend, you can easily run a simulation of your Guide to see how the screen flows will appear to your end user. 1 Click First to go to the beginning of the guide, then click Simulate. 2 The Guide simulation has now started. The first screen that you designed appears. The actual data for Name, Company, and Phone # do not appear in Simulation mode, but they will appear when the user runs the guide from within the Saleforce.com Lead screen. 3 Click the Yes button to simulate going down the talked with this lead branch. 4 Clicking the Yes button has sent our guide to an Automated Step to capture the call notes. Since this is simulation, the actual Automated Step is not executed, but you can experiment with typing notes into the input text box. However, they are not saved. 5 You can continue the simulation on your own by clicking through the screens and automated steps that you built. Notice that during simulation, you can always go back to a previous step by clicking the Go Back One Step button. Your user can also see the full History of the screen flow, and go back to any 22 Tutorial May 2012

point in it by clicking on the step in the History. Try using Go Back One Step and going back using the History. If you go to a branch of your Guide that is not complete, Cloud Extend's simulation tells you that it is not yet complete, and you can exit simulation and work on completing it. 6 Exit simulation mode by clicking the "X" on the simulated run-time screen. Go to another part of the tutorial: Next Step: Save and Publish Your New Guide Run Your New Automated Guide View Reports Previous Step: Build a New Guide Save and Publish Your New Guide You can save your automated guide at any point by clicking the Save button, and hopefully you ve been doing that all along this tutorial. Now it s time to publish the guide to your organization. May 2012 23

1 With your guide saved, select the Home tab in the Guide Designer. 2 The Home tab shows all guides you ve imported and created. You will notice that your Initial Lead Qualification guide is shown as unpublished, whereas you may have published other guides, as is indicated by a green check mark. 3 To make Initial Lead Qualification available for execution, select it, and then press the Publish button. 24 Tutorial May 2012

4 The Details panel shows the status of your guide. 5 That s all there is to publishing. Tip: You can make changes to your guide any time and re-publish it. The Details panel always shows you when a guide is out-of-date or current. (An out-of-date guide is one with modifications that have not been published.) Go to another part of the tutorial: Next Step: Run Your New Automated Guide First Step: Build a New Guide May 2012 25

Second Step: Run a Simulation of Your New Guide Final Step: View Reports Run Your New Automated Guide Now that you have published your new automated guide, we will run the guide from the Saleforce.com Lead screen. Tip: If you are not a Cloud Extend evaluation customer, be sure that your Salesforce.com administrator has added a Sales Guide section Visualforce page to the Lead page of your organization (or testing sandbox). This needs to be done before publishing and running a guide. 1 Open a Lead record in Salesforce.com. 2 Scroll down the Lead record to the Sales Guides section (your Salesforce.com administrator may have given the Sales Guides section a different name). 3 If the Guides section is not already expanded, expand the Guides section by clicking on the right arrow. You will now see the Guide launcher, or if you have only published one guide, you will only see that guide. 4 Your Initial Lead Qualification guide appears in the Guide launcher on the Leads screen because you set the Applies To entry in the Properties of the guide to Lead (that was actually your first step in this tutorial!). Your Initial 26 Tutorial May 2012

Lead Qualification guide appears in a category called New Lead Processing because that is the Tag you set in the Properties for this guide. 5 Go ahead and run your guide by clicking on the Initial Lead Qualification link. Walk through the screens and enter some text and reminder dates. 6 When the guide is complete, refresh the Lead screen by clicking on the Lead name in the Recent Items list. May 2012 27

7 Now check the Lead record on which you just ran your automated guide and verify that call notes or voice mail notes are recorded in the Activity History, the Lead Status has been updated, and a reminder date (if you used the Left Voice Mail branch) was set for the next call. Tip: To prepare for the final section of this tutorial, View Reports, run your new automated guide for Initial Lead Processing on several Leads. If possible, have some other users run the Initial Lead Processing guide on Leads as well. By executing your new guide several times, you will generate data that can be used by Cloud Extend reports. Go to another part of the tutorial: Next Step: View Reports First Step: Build a New Guide Second Step: Run a Simulation of Your New Guide Third Step: Save and Publish Your New Guide 28 Tutorial May 2012

View Reports You probably already use Saleforce.com's reporting capabilities. Because Cloud Extend records activities to Salesforce.com, you can get even more value out of the Saleforce.com reports that you use today (for instance, data consistency will be better), and you can design new Salesforce.com reports to take advantage of the data you capture with Cloud Extend guides. Cloud Extend also has reporting tools to let you get quick snapshots of what's happening with Cloud Extend guides. Follow the steps in this section to explore Cloud Extend reporting. 1 Return to the Guide Designer tab to start the Cloud Extend guide designer. (If you don't see the Guide Designer tab, you may have to change the Salesforce application to Cloud Extend as shown.) 2 Select your Initial Lead Processing guide. 3 Click on the Outcome Chart button. Cloud Extend generates a pie chart showing how many times each Outcome resulted from your Initial Lead Processing guide. May 2012 29

You have now completed the Cloud Extend for Salesforce tutorial. Feel free to modify and expand your Initial Lead Processing guide, or build new guides. Remember that you can build guides for other screens (including screens for customer objects) just by setting the Applies To field in the guide's Properties settings. Go to another part of the tutorial: Build a New Guide Run a Simulation of Your New Guide Save and Publish Your New Guide Run Your New Automated Guide 30 Tutorial May 2012