Work with the Application

Learning Objectives

After completing this unit, you’ll be able to:

• Locate and update account information.
  
• Use the asset viewer to review assets associated with an account.
  
• Find and review opportunities, quotes, and orders for your customers.
  

Industries CPQ Launch

It’s easy to locate everything you need in Industries CPQ. Start by opening the Industries CPQ app in Salesforce. Follow the steps shown here.

Access Industries CPQ from the Salesforce App Launcher (1). If you have lots of apps available, you may need to search (2). Click Industries CPQ (3) to open the app.

Use the navigation menu to locate the workspace you want. The navigation menu is accessible from the first tab in Industries CPQ, as highlighted in the screen capture.

Click Home to go to the Salesforce home page, with your targets, assistant, events, and tasks. Click the other workspace options to view all your accounts, leads, opportunities, quotes, or orders.

Account Deep-Dive

Earlier you learned that both B2B and B2C order flows involve the customer account. You locate and select your customer account from the Accounts workspace as shown here.

This is the Accounts workspace (1) in Industries CPQ.

List Views (2) determine what is displayed. Here you can see the All Accounts list view, which displays all accounts. You can change the view to Recently Viewed to see only those accounts you’ve recently accessed. Set your default view by clicking the pin icon to the right of the view dropdown.

To locate a specific account, type part of the account name in the search bar (3). Your account appears in the account list. Click the up-arrow (⬆) or down-arrow (⬇) buttons to the right of the column titles to sort the account list in ascending or descending order. 

Here, the accounts list is in table view. Click Display As (4) to change to Split View. Your workspace displays an accounts list on the left and the account details on the right, as the next screen capture shows.

Select your account from the accounts list (1) to view the account details. 

The top section of the account page (2) shows information about the account and provides some quick links. Click a quick link to view the associated records for the account. For example, click the Orders quick link to see all the orders on Acme’s account. 

The training playground account workspace has four tabs (3).

• Related shows items associated with the account, such as assets, opportunities, notes, and orders.
  
• Details displays information about the account, namely the billing and shipping addresses, and the account status.
  
• Asset Viewer shows customer assets sorted and grouped by different criteria, such as location.
  
• News links to social media platforms and displays news about the account, for example, a Twitter feed.
  

The Activity pane (4) tracks activity on the account, such as contact events.

Account Types and the Account Hierarchy Viewer

Industries CPQ uses two key types of account.

• Consumer account, for B2C customers who are individual consumers, families, or small office/home businesses
  
• Business account, for B2B customers who are businesses, organizations, or agencies
  

Depending on the industry and your company’s requirements, each business or consumer account may have one or more of the following account types.

• Billing account, if you need multiple billing accounts for one customer
  
• Service account, if you want to associate multiple premises, locations, or subscribers with the consumer account
  

You can view account records associated with your consumer or billing account by selecting the View Account Hierarchy icon to the right of the account name in the Account tab.

Here’s the account hierarchy for Acme, which shows all the associated service accounts, including office locations with orders placed. Click any of the locations to go to the service account record, where you can see more details, including any assets allocated.

Return to the Acme account to see all Acme’s quotes, orders, and assets across all service accounts. Either click Acme in the account hierarchy list, or use the breadcrumb trail in the Account Hierarchy header.

Although this example shows a business account, it’s also possible for consumer accounts to have an account hierarchy. For example, if a parent pays for their three children to have their own mobile phones and contracts, it may be that each child is set up as a separate account associated with the parent’s billing account. 

Opportunities, Quotes, and Orders

Let’s look at the main ways to locate and view your opportunities, quotes, and orders.

General Search

A general search is useful if you know part of the name or description of your opportunity, quote, or order. Find the general search bar at the top of the Salesforce window, as shown here.

Select the type of record you’re looking for from the records filter (1), and then type the details in the search box (2) to see a list of all records that meet the criteria.

All Accounts Records Lists

You can also view all the records of a specific type across all accounts. Access the appropriate record list by selecting it from the Navigation tab, as shown here.

Each of the records lists works in much the same way. By default, the list view is Recently Viewed and shows you all the records of that type that you’ve recently viewed—for example, all the quotes. You can change the list view to All records to see all the records created, and then search within the list for a specific record, just as you did for the accounts list.

Account Quick Links

Here, the Acme account page is open.

Notice the quick links to key information related to the account (1), including links to orders and opportunities. Click the associated link to view a list of account-specific records, such as related orders, opportunities, and cases.

Hover over the link to show the list and stay on the account page. In this example, the user hovers over the Opportunities quick link, to show the list of opportunities related to Acme (2).

The action menu (3) gives you more advanced features, such as obtaining a printable view of the account record or changing the account’s owner.

Quotes on Opportunities

Notice there’s no quick link for quotes on the Accounts page. Salesforce specifies that all quotes must be related to an opportunity. Therefore, to locate quotes from the Account page, you go to the opportunities for that account, and view the quotes associated with the opportunity. Find the opportunities on the account in the quick links, or in the Related tab on the account page.

Multiple quotes may be created on the same opportunity—and each quote may be negotiated, repriced, and refined to suit the customer requirements. As each quote is created and negotiated, updated proposals detailing the quote are sent to the customer.

Related Records

The Related tab on the accounts page holds various records related specifically to that account. Find sections under the Related tab for assets, contracts, orders, opportunities, and contacts.

Hyperlinks from Other Records

Let’s return for a minute to the Orders list for all accounts, which you access from the navigation tab. Here’s an example.

The order number, account name, and order name are all blue because they’re hyperlinked. If you click Acme in the Account Name column, you go directly to the Acme account page.

Contracts and Proposals for an Account

You find contracts and proposals on the account page, in the Related tab.

For a detailed history of contracts associated with the account, view the Contract section on the Related tab of the account page. This shows extensive information about each contract, including approval histories, contract line items, and attachments.

Proposals and other related documents are associated with the account under the Notes & Attachments section of the Related tab.

Asset Reviews

Assets are the products and subscribed services that have been ordered on the account. You may know assets as products or services in a customer portfolio.

You’ve placed many orders for your favorite large enterprise customer, Acme. How do you check what they’ve ordered? Go to the Related tab on the account. There are two asset lists. 

• The Service Asset Management list shows all the assets assigned to the account. If you’re viewing the parent account, you can see all the service account asset assignments associated with this account.
  
• The Billed Asset Management list shows all the assets billed to this account. If a company has more than one billing account associated, you can use the billed asset management list to see which assets were billed to each account.
  

What if the list of customer assets is huge? How can you locate the one asset the customer wants to update? Try the Asset Viewer on the Industries CPQ Accounts page.

Notice the search bar (1) at the top of the asset list. Type part of the asset name here, and click Search to locate all the related items in the asset list.

Hover your mouse over one of the column headings (2) in the asset list. Notice that an ascending ⬆ or descending ⬇ arrow appears to the right of the column heading. Click a column heading to sort your asset list in ascending or descending order by asset name, service account, quantity, recurring total, or one-time charge.

Click the chevron > to expand an asset and view all the child items of the asset.

Depending on your industry, and your organization’s requirements, your assets may be viewed by groups, including service point, service account, subscriber, location, premises, product name, quantity, or charges.

Here we’ve grouped Acme’s assets by service account to show which assets are located in each Acme branch.

The asset viewer makes it quick and easy to see the assets held in Acme’s Phoenix office. Click the chevron to the left of the branch name to collapse or expand the asset list for that branch.

You’ve learned how to locate and view your account, opportunity, quote, proposal, contract, order, and asset information. Now it’s time for a practical task to put it all into action.

Resources

• Trailhead: Learn CRM Fundamentals for Lightning Experience
• Sign Up for the Communications, Media, and Energy Training Playground
• Practice Guide: Locate Existing Information