Customize Sales Cloud for Your Business
After completing this unit, you’ll be able to:
- Identify key objects in Sales Cloud.
- Identify what changes you can make to standard fields to help customize Sales Cloud for your business.
Business relationships are central to any sales team’s success. Building those relationships takes time, and as your sales team works, it’s crucial that you keep track of all of the essential info that helps them close deals. It’s also crucial to report on your sales data and explore what makes a deal successful.
Let’s take a look at four essential objects in Sales Cloud that help sales users keep track of the information they need to maintain business relationships and close deals: Leads, Accounts, Contacts and Opportunities.
As you set up the fields for your objects, you determine the information that will be collected each time a sales rep logs a new record related to an object. (For instance, when they identify a new lead.)
Leads represent potential sales opportunities or new customers. They can come from a wide range of sources—the web, a list of conference attendees, the business cards your team accumulates, research, and so forth. Leads contain the basic customer contact info your team needs to follow up. Your team determines at what point a lead is qualified and ready to be converted into an active deal.
Accounts represent the companies you do business with. They’re the heart of your business data. They’ll be at the center of your object relationships as you do more business with a customer over time.
Contacts represent the people your team keeps in touch with. They’re the names and faces of your business relationships. Contacts can come from Leads or other sources, and they’re a great way to track individualized info that helps your business relationships flourish.
Opportunities represent the qualified deals your sales team is working on. They help you track key info, like the deal amount and the expected close date. As your deals move along in your sales process, Opportunities help you see exactly what stage your deals are in, allowing you to have real-time insights into your team’s progress.
When your team converts a Lead, Sales Cloud automatically creates related Contact, Account, and Opportunity records. We keep these four objects separate in Sales Cloud, so you have the freedom to define object relationships that reflect the way your business works. It also helps your sales team track changes to your customer accounts over time, for example as you close more deals with your customers.
In many cases, the standard fields in Sales Cloud get the job done. If they work for your business, you’re all set. But if you find that specific pieces of info your sales team requires don't have a designated standard field within an object, you can create custom fields.
Remember: Fields determine how you report on your business’s success. You'll want to make sure your fields represent crucial, reportable information from the beginning.
As you take stock of what you need to configure, think back to the goals and objectives you had for Sales Cloud. Let’s look at how a sales rep at Cloud Kicks approached it.
Candace, a Cloud Kicks sales rep, needs to track how her deals are progressing, which type of deal has the most revenue potential (Cloud Kicks sells custom sneakers and bulk retail), and which deals to prioritize based on how soon they are projected to close. She brought this request to the implementation team, working with her admin to map her goals and determine what customization are needed in Sales Cloud.
||Sales Team Benefit
||Necessary Standard Fields
||Necessary Custom Fields
|Establish a single place where sales teams can get insights into their deals in real time.
||The number of deals closed to date versus the goal.
||Sales team member(s) can check in on how they’re tracking toward their goals in real time.
Candace and the other reps can use the standard field, Close Date, to prioritize deals. To track potential revenue for custom sneakers versus bulk retail, the admin added a custom field called Deal Type to the Account object.
Let’s walk through the process of creating a custom field for the Contacts object. Fields you create within standard objects will be unique to your business and sales process. You can repeat this process for any other standard objects you need to update.
- Refer back to your goals and success metrics, and describe what data points you need represented in a field to achieve your goals.
- Create a list of all of the contact info your team tracks. Whether they get info through email or write it down on sticky notes, every element should be included.
- Check the standard Contacts object in Sales Cloud and see what fields come out of the box. Check off the standard fields your team needs to do their jobs.
- In the Object Manager create new fields to store info that is specific to your business or industry.
- From Setup, click Object Manager.
- Click Contact.
- Click Fields & Relationships.
- Click New, then enter the details for your new field.
This process can seem straightforward, but it’s also important. Getting the details down now helps you work smarter and faster as you and your sales team use Sales Cloud.
Tip: As you’re setting up custom fields, think about your sales process stages. Make sure the Lead Status field on your Leads object and the Stage field on your Opportunity object reflect the way your sales team determines when a prospect moves to the next stage in your sales process. For more in-depth learning on sales processes we recommend this Trailhead module.
Now that you know how to start configuring Sales Cloud to fit your business, you can get out there and start customizing. Then dive into Sales Cloud and start working with real data.