Administrator's Guide Version 1.7 1
Administrator's Guide Table of Contents Velocify for Salesforce Basic Overview The Velocify Guided Selling Process Actions Statuses Milestones Conversions Velocify Priority View Priority Preview Velocify Distribution and Prioritization Velocify Record History Object Access to Velocify Record History Creating Reports from the Record History Object Velocify Timeline in Lead and Opportunity Details Page Details on Synchronization of Records with Velocify Details on Synchronized Fields Fields Synchronized with Velocify Security Overview Salesforce Validation Rules and Velocify for Salesforce Pre-Installation Considerations Pre-Installation Discovery and Design Sales Team Daily Operations Proposed Workflow and Email Strategy Lead Import Model Lead / Opportunity Assignment Rules Review Validation Rules Used by Other Packages Pre-Installation Checklist Installation Part One: App Exchange and Velocify Package Primary Administrator Login Download Velocify for Salesforce from the App Exchange Install the Velocify for Salesforce Package of Components Approve Package API Access Choose Security Level 5 5 5 5 6 6 7 8 9 10 10 10 11 13 14 14 15 16 17 17 17 17 17 18 18 19 20 20 20 21 22 22 ator Use Only Copyright 2014 Velocify, Inc. All Rights Reserved 2
Administrator's Guide Table of Contents Install the Package Verify Installation of Velocify for Salesforce Package Installation Part Two: Initial Setup Velocify for Salesforce Setup Steps Sign In to Velocify for Salesforce Allow Velocify Access to Salesforce Data Follow Velocify s Online Guided Setup Process Verify Creation of Velocify Users Salesforce Setup Steps Establish Validation Rules Modify Page Layouts Lead and Opportunity Page Layout User Page Layout Create New Remote Site Settings Implement the Velocify View Override Create Additional Velocify Admins Hide Encrypted Fields from Velocify Record History (Optional) Installation Part Three: Set-up for Dialer (Optional) Notes on Getting Started for Dialer Users Establish their Dialer Phone Number and Caller ID Record Voicemail Local Presence How to Add Local Presence Installation Complete Checklist Velocify for Salesforce Sandbox Smoke Test Velocify Admin Settings Set-up Set Export Criteria Copy Status Synchronize Fields Configure List Layout Assign Licenses 23 24 25 26 26 26 27 28 29 29 30 31 32 33 34 35 36 37 39 39 40 41 41 42 43 45 45 45 45 45 45 45 ator Use Only Copyright 2014 Velocify, Inc. All Rights Reserved 3
Administrator's Guide Table of Contents Automation Engine Distribution The Distribution Table Creating a New Distribution Program Distribution Program Schedules Distribution Program Lead Filters Distribution Program User Filters Prioritization Priority Queue Scheduling Priority Queue Lead Filtering Adding the IsConverted Filter to Priority Queues Status Assigning a Milestone to a Status Modifying Actions Available During Status Actions Conversion Setting Lead Status upon Auto Conversion Duplicate Management Reconciliation Duplicates IsConverted Filter for Duplicate Programs Auto Reconciliation of Duplicates Users Users Groups Local Presence Aspects of Velocify Managed in Salesforce Velocify View Override Setup Custom Settings (Overriding the Velocify View Override) Preventing Insufficient Privileges Message Sales Console Velocify Read-Only Permission Set 46 46 46 47 48 48 50 51 52 53 54 55 56 57 58 59 59 60 60 61 62 63 64 64 64 65 68 68 68 69 70 71 ator Use Only Copyright 2014 Velocify, Inc. All Rights Reserved 4
Administrator's Guide Table of Contents Assigning the Velocify Read-Only Permission Set Allow Sync on Action Setting Aggregating Other Data Points into Velocify Timeline One-Click Email How to set up One-Click Email How to use One-Click Email Maintaining Your Velocify for Salesforce Integration Managing and Removing Velocify Licenses How do I Un-Assign Velocify Licenses? Display / Hide Filters on Standard View Dialer Does Not Appear in Some Browser Tabs Errors During Manual Conversion Email Send Quota 71 72 73 74 74 74 75 75 75 77 77 78 79 ator Use Only Copyright 2014 Velocify, Inc. All Rights Reserved 5
Velocify for Salesforce Basic Overview Velocify for Salesforce operates within the Salesforce environment by modifying objects, records and in some cases creating new records for a client organization s Salesforce account. This process is modeled on LeadManager, but the key difference between LeadManager and Velocify for Salesforce is that Salesforce is the system of record in the integration model. This means that ultimately, Velocify for Salesforce is merely an additional application (in fact, likely one of many for a client) that operates within the client s Salesforce environment, but does not have final control over the objects or records it handles. Because of this and the fact that clients will likely have other integrations that will operate contemporaneously with Velocify, it is important that clients Salesforce Validation Rules on objects or applications do not conflict with the required operations of Velocify. Velocify for Salesforce automates and streamlines the sales process through Velocify Guided Selling, which is a series of tools and processes that result in increased sales productivity. Added to these improved sales processes are reporting and data visualization that allows your organization to better understand the sales process. Additionally, Velocify offers the ability to either integrate existing dialer packages with Velocify for Salesforce or to add Velocify s Dial-IQ integrated telephony solution, which allows click-to-dial calling through Velocify. The Velocify Guided Selling Process Actions At the center of Velocify s Guided Selling system is the Velocify Action model. Actions progress a record through a pre-defined set of statuses or stages, as well as allowing the automation of other functions through the Take Action process. Simply put, taking an Action on a record updates the status or stage field on behalf of the user who took the Action. The following metadata is associated with Velocify Actions: Is Contact Is Contact Attempt Milestone As noted in the Velocify for Salesforce Integration section, any Validation Rules that the client s organization has running in Salesforce that conflict with Velocify Actions will prevent the intended operation of Velocify for the client. It is therefore important at both installation and in ongoing usage of Velocify that the client be aware of how Validation Rules can impact Velocify Actions 6
Milestones Another tool provided by Velocify for Salesforce is the ability to associate Milestones with Velocify Actions. A milestone is used broadly to define segmented points in a lead or opportunity s lifecycle and specifically to trigger the automatic conversion of leads to opportunities. The automated conversion of leads into opportunities is an important (though optional) method in which your organization can improve sales performance through immediate performance of changes to the record upon reaching the specified Milestone. Note: when associating a Milestone with a Lead Status as the Conversion Milestone, it is important to also designate that specific Lead Status as Converted in Salesforce. Conversions Velocify provides an option to automatically convert Leads to Opportunities based on Milestones that are defined by certain Statuses. This can greatly enhance the speed with which organizations change their approach to Records based on whether they are a Lead or an Opportunity. 7
Velocify Priority View Priority View in Velocify for Salesforce shows the top 100 prioritized leads and opportunities. It only displays leads or opportunities that the user owns. After retrieving the top 100 leads and opportunities from Velocify, Velocify for Salesforce filters out any leads that have been converted, deleted, or that do not have a Velocify ID. Note: It is recommended that priority programs involving Lead without explicitly including Status filer should always include a filter that IsConvered!= true or Object Type = Lead in order to ensure 100 leads returned from Velocify are all displayed by Velocify for Salesforce. It is not possible to have different Priority/Standard View layouts per user. These are set at an organizational level by the system administrator at this time. 8
Velocify Distribution and Prioritization Velocify provides intelligent distribution of leads to organizations based on highly granular Distribution Programs that can be built using the Velocify Automation Engine. Patterns such as Round-Robin, Waterfall, and other unique systems based on time, day, group or user can all be established and run simultaneously to ensure that leads are directed to the best, available user. Prioritization Programs in Velocify allow administrators to direct which Record profiles are of the most importance to contact versus other Records in the system. These programs can be based on Record Time Zone, Status, or other metrics that will allow your organization to prioritize contact strategies around which Records are most likely to respond to your Sales Team. NOTE: All Prioritization Queues should include the IsConverted Filter. Information on creating this filter is found in the section of this manual on Prioritization Queues. 9
Velocify Record History Object Velocify provides a single Velocify Record History entry for each Lead or Opportunity for the lifespan of the record. This Object is a roll-up or cumulative log that tracks contact strategy, distribution, actions, and other information that is relevant to the Guided Selling process. This information tracked by the Record History Object will carry over to Opportunity upon Conversion, and will add on to existing tracking. The Owner of the Velocify Record History entry for each Lead/Opportunity will update to reflect owner of Lead/Opportunity. If currently a Lead, will update to Lead owner If currently an Opportunity, will update to an Opportunity owner Upon conversion, record history owner will be set to that of the Opportunity owner Sharing rules set for Velocify Record History object should reflect that of Lead/Opportunity, so that those with access to a specific Lead/Opportunity record also have access to the corresponding Velocify Record History entry Access to Velocify Record History Access to the Record History Object is provided via Velocify Permission Sets. Velocify Admin, Velocify User, Velocify Read Specifically, Velocify Read gives read-only access to Velocify Record History entry for those not provided with a Velocify License Although Record History tracks historical information, such as Contacting User, Converting User, etc., this historical information can only be accessed if the user attempting to view an entry has access to it based on his/her role, the Velocify Record History record s CURRENT owner, and the sharing rules set for Velocify Record History. Creating Reports from the Record History Object Although Record History tracks historical information, such as Contacting User, Converting User, etc., this historical information can only be accessed if the user attempting to view the report has access to it based on his/her role, the Velocify Record History record s CURRENT owner, and the sharing rules set for Velocify Record History. 10
Velocify Timeline in Lead and Opportunity Details Page The new Velocify Timeline feature provides a simple, chronological display of events related to a specific record in a consistent fashion. The Timeline can also aggregate updates from other data points, such as upcoming events, marketing automation scores, etc. to ensure nothing is missed and the user is fully prepared for engagement. As long as your organization has elected to use the Velocify VisualForce pages within Lead and Opportunity Details, the Timeline will appear on those pages below the Velocify Actions menu. 11
Velocify Timeline s two tabs provides the following information: History: Review a chronological listing of events, tasks, and other activities that have occurred for this record. Upcoming: View a chronological listing of pending events, tasks, and other activities that are scheduled to occur for this record. A clock icon will appear on the Upcoming tab if an event is scheduled to occur within the next 30 minutes. 12
Details on Synchronization of Records with Velocify Velocify for Salesforce makes changes to the Salesforce Lead and Salesforce Opportunity objects for a client s organization. Because of this, an important process of Velocify for Salesforce is the continual synchronization of each record s status or stage with Velocify. Please note the following on this process: This process works by Velocify for Salesforce making updates to the custom Velocify ID field on each Lead or Opportunity that is synchronized between Velocify and Salesforce. It is required that Velocify be able to make changes to the Velocify ID field attached to each record. If an existing Validation Rule prevents this, the client cannot use Velocify for Salesforce unless the Validation Rule is bypassed. tthis change will be made by Velocify for Salesforce on behalf of the Velocify Primary Administrator. 13
Details on Synchronized Fields Velocify recommends only synchronizing fields with Velocify for Salesforce that will be needed for the Guided Selling process, Distribution or Prioritization. This will help to make Velocify s processes as efficient as possible. For fields that have been synced, Velocify will attempt to update the field s value with Velocify. If the value is not supported by the datatype that is set for that field in Velocify, data synchronization will fail. Formula fields on Lead and Opportunity records can be synced with Velocify as long as they are computed using only fields from that same object. If they are computed using fields from a related object, the value cannot sync with Velocify. This is because since in Salesforce, these are computed dynamically, rather than being a static value that is actually stored on the object. Fields Synchronized with Velocify The following Salesforce fields are synced with Velocify for purposes of Prioritization and Distribution: Lead: ID Opportunity: ID <Object Type> (Lead or Opportunity) Lead: Lead Status Opportunity: Stage Lead: Owner Opportunity: Owner Lead: Phone Opportunity: Velocify Phone Custom) Lead: Velocify ID (Custom) Opportunity: Velocify ID (Custom) <Lead/Opportunity Owner Profile ID> (Profile ID of Lead/Opportunity Owner) <Lead/Opportunity Owner Role> 14
Security Overview Velocify uses industry-standard API security features to ensure that data transferred between Velocify and Salesforce is handled in a safe manner. What Security Methods Does Velocify for Salesforce Utilize? The Velocify API is a RESTful API that communicates over HTTPS using OAuth 2.0. For more information on OAuth 2.0 and the Salesforce API, see the documentation below. OAuth 2.0 specifications: http://tools.ietf.org/pdf/rfc6749.pdf Salesforce API security: http://www.salesforce.com/us/developer/docs/api/content/sforce_api_concepts_security. htm What Salesforce Fields are Synced with the Velocify App? The following standard fields are securely synced with the Velocify app using OAuth 2.0. Lead: ID Opportunity: ID Lead: Status Opportunity: Stage Lead: Owner Opportunity: Owner Lead: Phone Opportunity: Velocify Phone (Custom) <Object Type> Lead or Opportunity <Lead/Opportunity Owner Profile ID> (Profile ID of Lead/Opportunity Owner) <Lead/Opportunity Owner Role> (Role Name of Lead/Opportunity Owner) <Lead/Opportunity Field> How is Data Security Handled if an Organization Syncs its Custom Fields with the Velocify App? If an organization syncs any custom fields with Velocify, data transfers will be securely managed using OAuth 2.0. 15
Salesforce Validation Rules and Velocify for Salesforce In order for Velocify for Salesforce to operate as intended, it is necessary that it be allowed within an organization s Salesforce environment to make changes to objects. Most important among these are changes to the Salesforce Lead, Salesforce Opportunity and Salesforce Activity objects, though as the Velocify for Salesforce program expands over time, it is expected that this list will grow. Many organizations that use Salesforce have what are called Validation Rules built within Salesforce on a variety of objects that either prevent certain amendments to the object or allow only amendments to be made through the Validation Rule. Because of this, Validation Rules that exist on objects required by Velocify for Salesforce can interfere with the proper functioning of Velocify, causing either failure of certain processes or wholesale inoperability. As such, it is important that during discovery, all existing Validation Rules on objects used by Velocify are identified and their impact on the Velocify program be considered before installation. Finally, if a client introduces new Required Field validations on existing fields or an additional Validation Rule on an object used by Velocify after Velocify for Salesforce has been put into production for the client s organization without contemporaneously addressing how this might impact Velocify operation, it can cause application errors. 16
Pre-Installation Considerations Before starting the integration of Velocify for Salesforce into your Salesforce environment, Velocify recommends that you and your administrative team take some time to consider the intended functionality of Velocify for your organization, as this will help in creating an effective installation. Prior to installation, please take some time to review the following: Sales Team Daily Operations How does the Sales Team for the organization intend to use Velocify for Salesforce What are the Sales Team s goals for Velocify? What terminology does the Sales Team use for certain types of Lead Statuses and Opportunity Stages? What is the Sales Team s most current contact strategy? What roles do various members of the Sales Team play internally (ie team leads, administrators, managers, groups, etc.) Proposed Workflow and Email Strategy What statuses and stages will be utilized from the Salesforce Environment in Velocify for Salesforce? What Actions will be defined within the Velocify environment for progressing leads and opportunities through the sales process Will Milestones be used by your organization? If Conversions are utilized, will they be automated or manual? At what Milestone will Conversion occur At what points in the sales process will automation of email be utilized and what content will be distributed at those points? Lead Import Model Velocify supports all mechanisms/tools for getting Leads/Opportunities into Salesforce, except the aging Lead Import and Opportunity Import Tools. As a result of their legacy status, these tools produce inconsistent results for the Velocify application. Velocify recommends using any of the following tools, instead: Web-To-Lead From Salesforce API 17
Data Loader (Desktop Client) Data Import Wizard Manual record creation (UI) Velocify ID field must be editable by Velocify for Salesforce to sync records with Velocify; ensure Validation Rules won t prevent this Lead / Opportunity Assignment Rules To leverage Velocify Distribution, it is recommended an Assignment Rule is created to assign new Leads/Opportunities that are intended to be distributed by Velocify to a Salesforce Queue designated for Velocify for Salesforce This queue will be used in filters for Velocify Distribution programs Add users to this Queue if you would like Pull-based Distributed (standard SFDC functionality) For push/round-robin ONLY, DO NOT add any users to this queue Velocify will push all Leads/Opportunities in this designated queue To avoid any potential ownership conflicts, disable any other workflow rules that may change ownership of Leads/ Opportunities that are designated to be distributed by Velocify To avoid any potential ownership conflicts, disable any other Assignment Rules, other than the one assigning to Velocify s designated queue as noted above, for Leads/Opportunities that are intended to be distributed by Velocify Review Validation R aules Used by Other Packages Other packages utilized by an organization s Salesforce environment may have Validation Rules that interfere with Velocify s ability to make changes to certain objects. It is important to identify these conflicts during configuration so that these Validation Rules can be bypassed. 18
Pre-Installation Checklist Before starting Installation, please have the following ready or completed as necessary: Received both the Sandbox and Production login information for your Velocify for Salesforce account from Velocify. Established the Primary Administrator (completed during the purchase of Velocify for Salesforce). Reviewed the fields and statuses that you wish to synchronize with Velocify for Salesforce. Attended to any Validation Rules that may conflict with fields and processes required by Velocify for Salesforce. 19
Installation Part One: App Exchange and Velocify Package Primary Administrator Login The Primary Administrator should log in to Salesforce using the username attached to the Primary Administrator s account prior to starting the following steps. Download Velocify for Salesforce from the App Exchange Once you have purchased Velocify for Salesforce and received your initial login information from Velocify (which in- 20
Install the Velocify for Salesforce Package of Components To install Velocify for Salesforce, you will be asked to verify that you wish to create the series of components that comprise the Velocify package. Select Continue to proceed with this process. You will be asked to acknowledge that Velocify and Salesforce will share information before this step is complete. 21
Approve Package API Access Once you have approved third-party access, you will be asked to approve the Velocify for Salesforce package s API access. Select Next to continue when finished reviewing this page. Choose Security Level After approving API access for Velocify for Salesforce, you will be prompted to select what user types in your organization will initially be granted access to Velocify. It is recommended that you initially select Grant Access to Admins Only, as you will be able to add your licensed users during the Velocify-portion of the setup process. This will insure that administrative-level controls are received in the initial deployment System Administrators. 22
Install the Package You will be prompted to confirm that you are ready to install. Complete this step by selecting Install. Install the Package You will then be brought to the Processing screen. As indicated, you will receive an email indicating that the install process is complete. 23
Verify Installation of Velocify for Salesforce Package Once you have received the Installation Successful email from Salesforce, review the Installed Packages page within Salesforce to verify that the Velocify for Salesforce is completely installed. 24
Installation Part Two: Initial Setup After installation is complete, it will be necessary to complete a series of setup steps that are outlined here in order to begin using Velocify for Salesforce. Following each of these steps will ensure that Velocify operates as intended on day one of usage for your organization. Using the application drop-down menu on the top-right of your screen, select Velocify. One of the first changes you will notice is that your Salesforce environment will now present both Velocify and Velocify Admin tabs. Select the Velocify Admin tab to go to the initial setup screen. These tabs can also be added to any of your organization s Salesforce applications, as well as the default Salesforce Sales app. When ready, select Start Setup to begin the setup process. 25
Velocify for Salesforce Setup Steps Sign In to Velocify for Salesforce The first step of the setup process is to sign in to Velocify using either the Production or Sandbox Login that you received from Velocify, depending on the type of installation you wish to create. Allow Velocify Access t The next screen will prompt you to allow Velocify to access your organization s Salesforce data. Select Allow to continue. 26
Follow Velocify s Online Guided Setup Process Next, you will follow the on-screen instructions for the following steps: Step 1: Select Export Criteria This step walks you through the process of identifying which leads and opportunities in your Salesforce environment to manage using Velocify for Salesforce. Next, you will follow the on-screen instructions for the following steps: Step 1: Select Export Criteria This step walks you through the process of identifying which leads and opportunities in your Salesforce environment to manage using Velocify for Salesforce. Step 2: Copy Status The Copy Status step allows you to select the Lead Statuses and Opportunity Stages that you wish to use within Velocify. Step 3: Select Fields to Synchronize This step provides with you an opportunity to select the fields your organization uses in Salesforce that you would like to track within Velocify for Salesforce. Step 4: Configure List Layout Velocify for Salesforce is centered on our unique optimized List View. This step allows you to select which of the synchronized fields from Step 3 will be shown in List View, as well as in what order they will be displayed. Step 5: Assign Licenses In the final step of setup, select the users within your organization to whom you would like to assign Velocify licenses. This will create a user-level Velocify account for each user with user-level permissions only. This will also assign to the selected users the Velocify User Permission Set, which is needed to enable Velocify for Salesforce functionality within Salesforce. Please note that only active Salesforce user accounts can be assigned a license in Velocify. Once a user has been assigned a Velocify license, amending a user s Status in Salesforce to inactive or to active will automatically update their Status within Velocify. ` 27
Verify Creation of Velocify Users Once the online guided setup process is complete, you can verify that your organization s users were given Velocify Licenses and established as users within Velocify by going to the Velocify Admin tab, then selecting Users. 28
Salesforce Setup Steps Establish Validation Rules Velocify provides optimized Distribution, Prioritization and Guided Selling for leads and opportunities. To ensure best results, it is strongly recommended that users have no ability to manually edit Lead Status and Opportunity Stage, so that Velocify can automate workflow. To implement this best practice, Velocify provides a custom Validation Rule, which can be implemented for your entire organization, specific users, or specific profiles through the Custom Settings page under Status Permissions. 29
Modify Page Layouts In order to use the Velocify feature set with User, Lead, and Opportunity objects, the following Page Layouts need to be modified to include the Velocify VisualForce Page component: User Lead Opportunity NOTE: It is important that you modify all Lead, Opportunity and User Page Layouts used by your organization s assigned Velocify users to include the Velocify VisualForce pages. To modify these page layouts, access the User, Lead, and Opportunity Page Layout settings in Salesforce. For each of these Page Layouts, Velocify provides an example layout to assist in implementation. It is recommended, however, that you modify your existing layouts by adding a section to contain the Velocify VisualForce pages. 30
Custom Settings (Overriding the Velocify View Override) For organizations that have other applications that are utilized from the Lead or Opportunity Detail pages, it is possible to use the Velocify Record Detail Settings found in Custom Settings to ignore the Velocify View Override for select Users, Roles, or Profiles. Since View Overrides in Salesforce apply to an entire org, this Custom Setting provides clients the ability to select User, Roles, or Profiles that will ignore the Velocify View Override, and leverage either a different override via URL, or the default out-of-box Salesforce Lead/Opportunity Details views. Using Custom Settings in Salesforce, select Velocify Record Detail Settings. Select New. Using the checkboxes, user selection tools and URL fields, build an override for some or all users that will send these users to the appropriate location for lead or opportunity details. o NOTE: not specifying a URL will take the user to the Salesforce default Details View 31
Lead and Opportunity Page Layout To modify the Lead and Opportunity Page Layouts, add a Section to contain the Velocify Lead and the Velocify Opportunity VisualForce element to the Lead and Opportunity pages, respectively. Be sure to add this element to both Lead and Opportunity Page Layouts. Additionally, Velocify recommends that the Velocify Milestone field be included in the client s Lead and Opportunity Details pages. This will help provide information important to Velocify s Guided Selling process. (NOTE: Clients should not add a similarly named, but different field named the Velocify Milestone ID field.) 32
User Page Layout Modifications to the User Page Layout is only required if your organization has purchased or intends to purchase the Velocify Dial-IQ system. To modify the User Page Layout, add a Section to contain the Velocify Dial-IQ Settings VisualForce page. 33
Create New Remote Site Settings During the Setup phase of installation, it is necessary to create a new Remote Site Setting that White Lists the client s organization s Salesforce environment as a safe site for sharing information. To do this: In Salesforce Setup, find Remote Site Settings Select New Remote Site Copy the URL in the client s browser and paste it into the URL field Give the Remote Site Setting a name related to the client s organization Select Save 34
Implement the Velocify View Override For optimal integration of Velocify with your organization s Salesforce environment, Velocify recommends using the Velocify View Override be implemented on both the Lead and Opportunity Details pages. If this has the potential to cause conflict, it is possible to customize these settings in using the Velocify View Override Details section in the Velocify for Salesforce: Configuration Guide. To implement the Velocify View Override, follow these steps: Go to Leads/Opportunities Select Buttons, Links, and Actions Select View Follow steps to implement the Velocify View Override with the following Velocify VisualForce pages o Lead: Velocify Lead Detail Override o Opportunity: Velocify Opportunity Detail Override o NOTE: Implementing the Velocify View Override will not impact the client s current Page Layouts or their...assignments. The Velocify View Override will respect the client s settings All users within the organization (both Velocify and non-velocify users) must be given permissions to view the Velocify View Detail Override VisualForce pages via either the Velocify Admin, Velocify User, or Velocify Read-Only Permission Set o Alternatively, an organization can grant access to these Velocify Override VisualForce pages via existing...profiles or Permission Sets 35
Create Additional Velocify Admins Velocify Administrative features can be enabled for a specific user by assigning the Velocify Admin permission set to any of your organization s licensed Velocify users. 36
Hide Encrypted Fields from Velocify Record History (Optional) If your organization uses encrypted fields and you wish to hide these fields from Velocify Record History reporting, please follow these steps: In Salesforce Setup, select Custom Settings Select Field History Visibility Select Manage Select New Enter the field s API Name following the format: ObjectName.FieldName Lead.SSN c in this example Select Save Record History for the selected field will no longer appear on the Velocify Timeline 37
Installation Part Three: Set-up for Dial-IQ (Optional) If your organization has purchased licenses to utilize the telephony solutions offered by Velocify s Dial-IQ feature, it will be necessary to add the Dial-IQ feature and activate it for those users who will be assigned a Dial-IQ license. First, go to Call Centers in Salesforce settings and select Velocify Call Center Adaptor. From the Velocify Call Center Adaptor details page, select the Manage Users button. 38
Use the filters and tools available in the Manage Users screen to select the users you wish to have access to Dial-IQ. Once these have been chosen, select Add to Call Center. This screen can also be used to remove Dial-IQ access for some users. Finally, activate Dial-IQ for the users by returning to the Velocify Admin tab, accessing the Users section, and selecting the links in the Dial-IQ column. 39
Notes on Getting Started for Dial-IQ Users After you have activated your organization s assigned users for Dial-IQ, each user will need to input their Dial-IQ Phone Number and Dial-IQ Caller ID in order to use Dial-IQ. This topic is covered in the Getting Started User Guide in more detail, which Velocify recommends that each user review prior to using Velocify for Salesforce. As an overview of this process, each user should: some users. Establish their Dial-IQ Phone Number and Caller ID Enter their profile setting page If they have been assigned a Dial-IQ license and the Velocify Dial-IQ Settings VisualForce page has been added to...their User object, they will see the following option to Edit Velocify Settings Selecting Edit Velocify Settings will open the following screen The User should input the phone number they wish to receive calls on into the Dial-IQ Phone field The User should input the phone number they wish to appear as their Caller ID into the Dial-IQ Caller ID field Please note that if the user s Dial-IQ Phone field is a mobile phone number, the Dial-IQ Caller ID field should...be set to a phone number that is different than the Dial-IQ Phone number, as some mobile carriers do not...support this function..ality. 40
Local Presence Local Presence provides organizations the opportunity to increase their contact rate with leads and opportunities with a click of a button. Built on Velocify s integrated dialer, Local Presence allows organizations to present a geographically similar area code as the Caller ID when making calls through Velocify s integrated dialer. With many studies showing that this can result in an improvement in contact rate by about 30% or more, this feature is a critical benefit to any organization that makes frequent calls to contacts throughout the country. How to Add Local Presence Your organization will need to use Velocify s integrated dialer system in order to utilize Local Presence. To add Local Presence to your organization s Velocify for Salesforce package, please contact Velocify via v4sfsupport@velocify.com. Once your organization adds Local Presence to your Velocify for Salesforce environment, your organization will be provisioned with unique phone numbers for each area code in the United States. 41
Record Voicemail Dial-IQ provides the ability to deliver a pre-recorded voicemail. This voicemail is recorded and edited in the Velocify Dial-IQ VisualForce page, to the right of the Dial-IQ Phone and Dial-IQ Caller ID fields. To record a Voicemail: Select the Record button Dial-IQ will call the user s phone using the number in the Dial-IQ Phone field. If no number has been input into this field, the Record operation will fail. The user should answer the call and speak clearly into the phone to record their message. Once the user ends the call, the message will be saved and the screen will update to show the Voicemail playback widget. To Re-Record a Voicemail: Select the Re-Record button and follow the steps outlined for recording a voicemail. 42
Installation Complete Checklist Congratulations. Your organization is ready to accelerate your sales performance using Velocify now that installation and setup are complete. Before you begin using Velocify, please be certain that you have:to record a Voicemail: Verified that Users were created in the Assign Licenses step Used Custom Settings to ensure that users cannot manually change Lead Status or Opportunity Stage Modified User, Lead, and Opportunity Page Layouts to include the Velocify Visual Force element Assigned Velocify Admin permissions to the appropriate members of your team Assign the Velocify Read Permission Set users in your organization who do not have Velocify licenses Added the IsConverted filter to DeDuplication and Prioritization Programs If your organization has Dialer licenses, setup Dialer by adding the Velocify Call Center Adaptor in Salesforce settings `.and activating the user s Dialer feature in Velocify Admin Established Remote Site Settings If your organization has encrypted fields, hidden encrypted fields from Velocify Record History If your organization has Velocify Dialer licenses, that users who have been assigned these licenses establish their...dialer Phone Number and Dialer Caller ID, as well as their recorded Voicemails for Dialer If your organization is using the Velocify Dialer and has integrated Local Presence, requested the provisioning of Local Presence phone numbers from Velocify 43
Velocify for Salesforce Sandbox Smoke Test Velocify recommends that all organizations initially test Velocify for Salesforce in Salesforce Sandbox. The following chart provides a list of general items that organizations should test in Sandbox to verify a good integration of Velocify with Salesforce. 44
Velocify Admin Settings The Set-Up page provides tools to automatically integrate Velocify for Salesforce with Salesforce. Set Export Criteria Use this screen to manage the criteria that will define which leads are assigned a Velocify ID and thus become available within Velocify for Guided Selling. Copy Status This screen provides tools to import Statuses used in the client s Salesforce environment into the client s Velocify for Salesforce environment. When Statuses are changed in Salesforce, they can be updated here. Synchronize Fields Admins can use this screen to synchronize the fields that are available between the client s organization s Velocify and Salesforce environments. Configure List Layout This page provides a series of tools to amend what data fields are shown (and in what order) in the client s Velocify List View. Individual views can be created for when clients are viewing Leads, Opportunities or both types of Records at once. Assign Licenses This page provides an interface to quickly assign and manage the organization s users who have been assigned a Velocify license. 45
Automation Engine Distribution The Distribution section of the Automation Engine provides the ability to build distribution programs for leads and opportunities. These distribution programs are what Velocify uses to progressively disseminate leads and opportunities for contact to the various licensed Velocify users within an organization. An organization can have numerous distribution programs, which are ordered on this screen in the sequence in which the client wishes to have each distribution method attempted by Velocify. Once a new Distribution is created, it can be scheduled to run in up to three shifts, each with its own time range and day-of-week options. Additionally, each distribution program can be filtered so that only specific leads that meet filter criteria are distributed. One other feature possible in distribution programs is the ability to filter the client s user who will receive leads from this distribution program. The Distribution Table Add New Program This function allows an administrator to add a new distribution program. View: (All Programs / Enabled Programs / Disabled Programs) The View: dropdown provides an administrator the opportunity to sort the distribution programs shown on this page to the options shown in the menu. Table Sort The blue and yellow arrows on the far left of the table are used to organize the hierarchy of distribution programs that Velocify will utilize in attempting to distribute a lead or opportunity to users within the organization. 46
Options Logs provides the ability to distribute a log of the distribution program s lead and opportunity distribution record to either excel or to text Edit enables the administrator to modify the existing distribution program Copy can be used to quickly create distribution programs that are similar to existing programs Delete allows for the maintenance of clean distribution hierarchy by providing for the removal of defunct programs. Creating a New Distribution Program Selecting Add New Program from the Distribution Table will open the following screen: Title Use this field to create a unique name for the distribution program, so that it is easily identified by the administrator in future reviews of distribution hierarchy. Distribution Method Use this dropdown to select the method by which leads and opportunities will be distributed to users. Enabled Enables / disables the distribution program. Recycle Leads This option and its associated timer are used to redistribute leads or opportunities to other users once the lead or opportunity has exceeded the timer as established by the administrator. This is useful in ensuring that leads are not wasted by absent or inefficient users. Automatic Status Change and Triggers upon Distribution This feature uses an automated process to tie the distribution of a lead to a change in status. Select the status that the lead should enter once distribution occurs. 47
Distribution Program Schedules The Schedule feature that is available for each Distribution Program allows a client to develop a unique schedule for each day of the week. Up to three time settings can be used for each day (known as Shifts). Schedule: This field shows the currently selected schedules for each day of the week. Day: Use this field to assign specific days on which the Distribution Program should run by using the Shift fields to the right of the Day column. Shift 1 / Shift 2 / Shift 3: Use these options to assign up to three separate run schedules for each day on which the selected Distribution Program should run. To assign the program to run all day, set Start Time and End Time to 12:00 AM and 11:59 PM. Options: Clear: Clears all settings currently assigned to the specific day for which the Clear function is used. Copy To All: Use this function to copy one specific day s schedules to all days of the week. Distribution Program Lead Filters The Lead Filters settings for each Distribution Program can be used to determine which leads are included for distribution. 48
Column: Select a system field to use as a basis for developing a filter criteria. Operator: Determine means by which the filter criteria will look at the values proposed by the system field. For example, operators such as Equal to, Contains, and is Status are available. Value: After selecting an Operator, the Value field will provide either a drop-down menu of choices related to the Operator and System Field, or a blank field, depending on the selections made. Add Filter: Use this to add the new filter once settings are established. Current Filters: Shows the list of filters currently in use on this Distribution Program. From this table, a Lead Filter can either be edited or deleted. 49
Distribution Program User Filters The User Filter feature allows a client to develop filters for users individually or by group for each Distribution Program. This provides fine-tuning on the quantity of leads by time range or specific lead types that are distributed users or groups. User Filter Table: The User Filter Table shows all groups and users available to this Distribution Program. This table can be searched using the Search Users or Groups tool at the top right of the table. Receiving Leads (All Programs): Displays whether the user or the group is currently receiving leads from all Distribution Programs. Max Leads: These settings can be used to determine how many leads a user or a group receive within a time frame based on minutes, days or the calendar month. Filters: The Filters settings can be used to determine which types of leads based on a variety of System Fields will be distributed to the user or the group. Copy User Maximums and Filters from Another Program: This tool can be used to apply the settings on User Filters established for another Distribution Program to this Distribution Program. 50
Prioritization The Prioritization page under the Velocify Admin tab is where clients develop the methodology by which leads and opportunities will be organized in Velocify Priority View. Leads that meet the criteria of the highest-ranking Prioritization program will immediately be placed at the top of the Priority View list, while leads from programs that rank lower in this Prioritization schedule will be placed in corresponding order further down in Priority View. Note: All Prioritization programs should include an IsConverted Filter to ensure correct functioning of the Priority View. For information on building this filter, please see Priority Queue Lead Filtering. Prioritization Table: This is where clients determine the order of Prioritization Programs so that leads and opportunities are placed in a prioritized order in Priority View. The Priority column allows the user to quickly raise or lower each Prioritization Queue in the Prioritization order. This sets how Velocify will look at each lead within the context of the Priority View. Leads that match criteria in the highest-ranked Priority Queue will be placed at the top of the Priority View, those that meet the second highest-ranked Priority Queue will be placed next in the Priority View, and so on. Enabled displays whether the Priority Queue is currently in use for Priority View. This link can be used to enable or disable any Priority Queue. Options: Edit opens the Priority Queue settings for editing. Copy allows for quick creation of new Priority Queues based on existing ones. Delete removes the existing queue permanently from the list. 51
Priority Queue Scheduling The Schedule options for each Prioritization Queue provide a level of fine-control over usage of Prioritity Queues. Each Priority Queue can be set to run for three different time periods (known as Shifts), each one unique to each day of the week. Schedule: This field shows the currently selected schedules for each day of the week. Day: Use this field to assign specific days on which the Priority Queue should be utilized in assigning leads to Priority View by using the Shift fields to the right of the Day column. Shift 1 / Shift 2 / Shift 3: Use these options to assign up to three separate run schedules for each day on which the Priority Queue should be utilized in assigning leads to the Priority View. To assign the program to run all day, set Start Time and End Time to 12:00 AM and 11:59 PM. Options: Clear: Clears all settings currently assigned to the specific day for which the Clear function is used. Copy To All: Use this function to copy one specific day s schedules to all days of the week. 52
Priority Queue Lead Filtering Lead Filters options provide control over which leads will be selected by the specified Priority Queue. Column: Select a system field to use as a basis for developing a filter criteria. Operator: Determine means by which the filter criteria will look at the values proposed by the system field. For example, operators such as Equal to, Contains, and is Status are available. Value: After selecting an Operator, the Value field will provide either a drop-down menu of choices related to the Operator and System Field, or a blank field, depending on the selections made. Add Filter: Use this to add the new filter once settings are established. Current Filters: Shows the list of filters currently in use on this Priority Queue. From this table, a Lead Filter can either be edited or deleted. 53
Adding the IsConverted Filter to Priority Queues An important addition to all Priority Programs is to include the IsConverted filter. This filter ensures that Prioritization Programs pull leads (and not other record types) for the Priority View. From the Prioriization Program s Add/Edit page for each Prioritization Program, open the Lead Filters tab. Using the filter tools, create the following setup: o Column : IsConverted o Operator : Equal To o Value : (unchecked) Verify that the filter has been added as shown below. 54
Status The Status page under Velocify Admin allows for the creation, editing, organization and tracking of Statuses utilized in Velocify for Salesforce. Sort allows for control of the order in which Statuses will appear in menus that provide a list of statuses, as well as the default order for reporting of Statuses. Name is the name of assigned name for each Status utilized by your organization in Velocify for Salesforce. Milestone represents the Velocify Milestone associated with the Status. When a lead or opportunity is first advanced to the Status, the lead or opportunity will be advanced to the listed Milestone (unless the lead or opportunity is already at that Milestone). Options: Actions is where the list of available Actions at each Status is controlled. This allows fine-tuning of which...actions will be available to be taken when a lead or opportunity is at the specified Status. Edit opens the Status to editing Delete permanently removes the specified Status from the available Statuses in Velocify for Salesforce. Note...that records that are currently at the existing status will retain their Status until they are advanced to another...status or Closed. 55
Assigning a Milestone to a Status Admins can assign an existing Milestone to a Status by opening the Status to editing from the Status page. Utilize the drop down menu available in the Add/Edit Status page to choose an existing Milestone to assign to the Status. Once assigned, records that are assigned the specified Status will be advanced to the selected Milestone.` 56