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Salesforce Small & Medium Business Hub

Welcome! This group is dedicated to your success with Salesforce for Small Business. Join the conversation here to stay up to date on the products, learn best practices, and everything in between. Use this group to review resources, ask questions, help each other, and share experiences. --------------------------------------- This group is maintained and moderated by Salesforce employees. The content received in this group falls under the official Forward-Looking Statement: http://investor.salesforce.com/about-us/investor/forward-looking-statements/default.aspx
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Amit Agrawal (Salesforce Solution Architect at Mastek)
Mar 14, 6:27 PM
Need Help in lead capture use case from social media and storing the leads in Salesforce.

Hi All,

I am currently working on a lead capture use case from social media and storing the leads in Salesforce.

In our scenario, users click on a social media ad that contains a chat button. When the user clicks this button, it opens a WhatsApp chat, and the user interacts with us through WhatsApp. From this interaction, we capture the lead details and store them in Salesforce.

However, we also want to capture and pass the marketing attribution parameters such as:

  • UTM parameters
  • Ad ID
  • Campaign ID from the social media ad

The requirement is to store these parameters along with the lead record in Salesforce so that we can track the campaign source and performance.

Has anyone implemented a similar approach where UTM/ad campaign parameters are captured when the user clicks the chat button and opens WhatsApp, and then passed to Salesforce along with the lead details?

Any guidance, recommended approach, or documentation would be very helpful.

1 answer
  1. Pooja Bhattacharya (Nubys Technology Pvt. Ltd.)
    Apr 12, 3:53 PM

    Hi @Amit Agrawal, 

     

    Capture UTMs on the landing page (store in cookie/localStorage), then pass a 

    click/session ID when opening WhatsApp.

    Use backend (API/MuleSoft/WhatsApp API) to:

    • Link WhatsApp user (phone) to stored UTM data
    • Create Lead in Salesforce with UTM + campaign fields

    Key point: WhatsApp won’t carry UTMs directly, so attribution must be stored before redirect. 

     

    If you find this helpful feel free to mark it as Best Answer !!!! 😊 

    Thanks and Regards.

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Kevin French (Salesforce Platform Manager at Kodiak)
Jan 28, 1:47 AM
Scaling up Salesforce Support

Hey all,

I work for a small-mid size business that’s growing quickly, and has just moved all operations into Salesforce (invoicing is still external, but we’re working on it!).

I am a team of 1 trying to support and develop a roadmap, and I am going to need to expand. I’m wondering if anyone here has had this experience of starting as the only, and growing a dev &support team.

I’m looking for a mentor!πŸ˜‚

I’d love to talk if you have this experience!

Kevin

#Salesforce Developer #Salesforce Admin
2 answers
  1. Dorian Earl (Development Consulting Partners)
    Jan 28, 11:11 PM

    Development Consulting Partners has a mentorship/training program for smb's and new admins.  It may be useful for you with a small and growing team.  Feel free to reach out and check out their feature vids to assist with any questions and configuration tips

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Ciara Brennan (Senior Program Manager at Salesforce)
Jul 8, 2025, 7:16 AM

Hey Trailblazers! We're thrilled to announce you're invited to sign up for an exclusive preview of Salesforce's new Free CRM offering. Our Free CRM is perfect for small businesses getting started with Salesforce:

  • 2-user access
  • Basic Sales, Service, and Analytics
  • Keep it as long as you're actively using it
  • No cost, commitment, or credit card required!Hey Trailblazers! We're thrilled to announce you're invited to sign up for an exclusive preview of Salesforce's new Free CRM offering. 

     

This is just the beginning! We are especially eager for our SMB community to try out our product, join our research panel and provide meaningful perspective and feedback. 

 

Sign up today at

https://www.salesforce.com/small-business/free-crm/

 

 

Participate in the Salesforce Research Program here:

https://uxresearch.my.salesforce-sites.com/ux/events?id=1164

1 comment
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Heidi Ryan
Nov 8, 2025, 12:01 AM
My company has the Starter Edition, I'm having trouble changing the Account Layout (see details). Do I go to Setup --> Object Manager to do this?

 

 

My company has the Starter Edition, I'm having trouble changing the Account Layout (see details). Do I go to Setup --> Object Manager to do this?

 

 

 

4 answers
  1. Usman Khan (Volgsol Technologies)
    Dec 4, 2025, 9:14 AM

     You can also access the page by following below:

    1. Open the Account record
    2. Click on the gear icon
    3. Click on Edit page
    4. Now customize the layout
    5. Save and Activate the page.
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Russell Piazza (Owner at CombineDynamics)
Nov 22, 2025, 10:31 PM
How can I get rid of 2 step authentication and just sign in with a password?

New user question - I set up multi-step authentication but want to go back to just entering a PW to sign in. How can I do that? It's really cumbersome to mess around  with this multi-step authentication especially on my phone. I just want to sign in and get going

2 answers
  1. Ashwini Garwandha (Salesforce)
    Nov 23, 2025, 2:23 PM

    Hi @Russell Piazza

     

    Salesforce requires multi-factor authentication (MFA) for all users accessing Salesforce products to enhance account security and protect data. For full details on the MFA requirement, verification methods and guidance, please refer to the following help articles: 

    https://help.salesforce.com/s/articleView?id=000396727&type=1

     

    https://help.salesforce.com/s/articleView?id=000389576&type=1

     

    Hope these helps. Thanks!

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Kathleen Martin
Oct 31, 2025, 3:12 PM
I haven't been able to authenticate the MFA code. Does anyone know how to get this to work?

When I open Salesforce on my laptop, I choose to access the app for the two-word code. When I open the app, it performs the exact same action, with no way to obtain the two-word code. I don't understand how to move forward. Any help is much appreciated.

2 answers
  1. Usman Khan (Volgsol Technologies)
    Nov 11, 2025, 10:18 AM

    Hi @Kathleen Martin Follow the below steps: 

    • Install Salesforce Authenticator app from play store on android and Apps store on IOS. 
    • Now open the app on your mobile phone and tap "Add an Account" button to generate a unique two-word phrase.
    • On your Salesforce web, enter this two-word phrase on the screen and click Connect on the mobile app. Then, return to the app and tap Connect to complete the process.

    If you face any issue, please share here. Thanks

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Amelia Fields
Sep 1, 2025, 8:34 AM
Hello Everyone, How can i see engagement in new salesforce crm?

As previously i can see who opens my emails and which one get bounced in engagement tab , but in new CRM i can't see . This is screenshot of old CRM 

 

Hello Everyone, How can i see engagement in new salesforce crm?

 

 

1 answer
  1. Ashwini Garwandha (Salesforce)
    Sep 3, 2025, 7:33 AM

    Hi @Amelia Fields

     

    The visibility of email engagement data (opens, clicks, bounces) depends on the alert type and features enabled in your orgβ€”Inbox only shows opens and replies, while clicks and bounces require Sales Engagement and Einstein Activity Capture. So, if you unable to view certain engagement info, it’s likely due to the current setup and license permissions.  

     

    Hi The visibility of email engagement data (opens, clicks, bounces) depends on the alert type and features enabled in your orgβ€”Inbox only shows opens and replies, while clicks and bounces require Sale

    Reference: 

    https://help.salesforce.com/s/articleView?id=sales.email_view_details_engagements.htm&type=5

     

    https://help.salesforce.com/s/articleView?id=sales.hvs_considerations_engagement_alerts.htm&type=5

     

     

    Hope this helps. Thanks!

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Jose Manuel
Aug 11, 2025, 2:29 PM
How do you deal with inbound and outbound leads?

Hi Everyone! I have some doubts. How do you manage and track leads? I assume the approach should vary depending on the lead source. But how do you handle this in your system? Do you use different record types or picklists for identification? Does your process include only stages like new, working, nurturing, and convert?  

 

I'm referring to a B2B Saas scenario.

3 answers
  1. Abhishek R (Cognizant)
    Aug 12, 2025, 5:05 AM

    Hi @Jose Manuel

    - Unless we have a separate structure / flow for both inbound and outbound we can use same path. You can simply have a field which differentiates between inbound and outbound lead 

     

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