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Help Your Reps Use Activities

Lightning bolt icon used to indicate that the content is for Lightning Experience

Attention, Trailblazer!

Salesforce has two different desktop user interfaces: Lightning Experience and Salesforce Classic. This module is designed for Lightning Experience.

You can learn about switching between interfaces, enabling Lightning Experience, and more in the Lightning Experience Basics module here on Trailhead.

Learning Objectives

After completing this unit, you’ll be able to:
  • Identify activity features that keep the sales process moving forward.
  • Understand how the activity timeline helps your reps sell better.
  • Determine which activity customizations help your reps most.

Keep Reps Productive Using Activities

Activities are the events and tasks that your sales reps manage in Salesforce. Lightning Experience helps reps get prepared for any meeting and know which task is the highest priority right now.

Track Meetings and Tasks Together

Remember those new sales reps, Erin and Lance? You met them in the Sales Path and Workspaces module. They want to track meetings and tasks together in lists and reports to stay on top of their leads, contacts, opportunities, accounts, and campaigns.

Erin and Lance want to sell better

It’s easy. Here are the places where they can do that.
Where What’s good to know
On Home pages Today’s Events shows the next five meetings on your calendar today, and Today’s Tasks shows your next five tasks due today. Meetings drop off Today’s Events after they happen.
In Kanban view A yellow triangle on an opportunity indicates that the deal has no scheduled meetings or tasks. To get the deal moving, click the triangle and create an activity.
On the activity timeline Your reps see their open tasks, scheduled meetings, and past activity on an opportunity, a lead, an account, or a contact.
On activities reports Sales reps and managers run various reports to get insight into the progress and history of accounts and deals.

And if you’ve enabled Shared Activities, reps and managers can run certain standard or custom reports that show details about events, tasks, calls, and emails. The reports also show details about related contacts, accounts, opportunities, and other associated records.

Because Erin and Lance are focusing on leads today, they’re relying heavily on the activity timeline.

Activity Timeline on a Lead

Erin’s working a lead now for Shelley Major. Here, Erin sees that she already called Shelley to introduce herself (1). Foot’s in the door now!

And in Next Steps, Erin sees scheduled events and tasks to complete—to keep the lead process going (2). Here, we can see that Erin has a webinar to host, a follow-up call to make, and a marketing packet to send. Manageable, right?

Now that she put the marketing packet in the outbound mail tray, she checks off that task.

Completed task on the Activity Timeline

Pretty satisfying.

Relate Multiple Contacts to a Single Event or Task

Our Salesforce admin, Maria, learns from the sales manager, Lincoln, that it’s helpful for his reps to relate an event or a task to multiple contacts. That’s because events and tasks often apply to more than one contact.

You enable the Shared Activities feature to let your sales reps relate multiple contacts to a single event or task.

Before you enable Shared Activities, it’s good to be aware of these things.
  • Your reps can relate an event or task to up to 50 contacts. That event or task is then related to the contacts in the activity timeline, related lists, and reports.
  • Each contact shows its related events and tasks under Open Activities and Activity History, alongside other contact details.
  • On an event or a task, reps see the names of all contacts related to that activity, alongside other details.
  • Confirm that the Name related list appears on activity detail page layouts.
  • Your reps designate one contact as the primary contact on the activity. If a rep deletes the primary contact, the next contact on the activity’s related list becomes the new primary contact.
  • Worst-case scenario, expect Shared Activities to become available to your sales teams 48 hours after you enable it. But that’s only if you have lots of sales reps who track tons of activities. It’s more likely that Shared Activities becomes available much sooner than 48 hours.

    Regardless of the time it takes, your sales reps can continue their work in Salesforce during the enabling process.

To enable Shared Activities, enter Activity Settings in the Quick Find box, then select Activity Settings (1). Then, select Allow Users to Relate Multiple Contacts to Tasks and Events (2).

Enabled Shared Activities in Activity Settings

Track Relationships with People and the Businesses They Work With

Lincoln explains to Maria that some of the contacts his reps track in Salesforce do business with more than just one account. In the past, his reps created duplicate contacts for each account that their customers do business with. Not ideal. So Maria looks into the feature Contacts to Multiple Accounts. It sounds like this feature helps her sales teams relate contacts to multiple accounts—just what Lincoln wanted!

To learn about Contacts to Multiple Accounts and how to set it up, watch the Set Up Contacts to Multiple Accounts video in the Resources section.

Maria’s well on her way to getting her reps on a higher level of productivity. In addition to her reps getting the activity timeline, Maria set up Salesforce to let her reps relate multiple contacts to an event or task. And her reps can now track relationships with their customers and the businesses they work with.

Resources

Use these resources to learn more about Shared Activities and Contacts to Multiple Accounts.
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