Page History

Aura - Title

color	#002d72
textAlign	left
fontSize	28
lineHeight	28
cloudText	Demo Title
tag	h1
fontWeight	bold

Hubs Salesforce User Guide

Aura - Divider

serializedStyles	{"alignment":{"horizontal":"start"},"icon":{"name":"faPaperPlane","color":"#333","size":24},"text":{"color":"#333","fontSize":14,"textAlign":"left","fontWeight":"bold","text":"Aura Divider"},"border":{"top":false,"right":false,"bottom":true,"left":false,"color":"#002d72","style":"solid","width":2},"size":{}}
type	regular

The Salesforce CRM Portal was developed to allow Hubs to manage relationships and interactions with existing and potential customers, provide an easily accessible and centralized platform for anyone in your Hub to view records of customer interactions, and collect and organize data through automated reporting and dashboard features. Below is important introductory information important information regarding the Salesforce CRM Portal. For details and step-by-step instructions on specific functions and activities, please access the tabs.

Aura - Tab Group

settings

{"generalSettings":{"tabSpacing":0,"tabWidth":50,"tabHeight":40,"direction":"vertical"},"activeSettings":{"backgroundColor":{"color":"#002d72"},"text":{"fontSize":18,"color":"#fff","textAlign":"left","fontWeight":"normal"}},"inactiveSettings":{"backgroundColor":{"color":"#f4f5f7"},"text":{"fontSize":18,"color":"#002d72","textAlign":"left","fontWeight":"normal"}},"contentSettings":{"backgroundColor":{"color":"#fff"},"boxShadow":{"shadows":[{"color":"rgba(0, 0, 0, 0.08)","is":"drop-shadow","x":0,"y":0,"blur":1,"spread":0},{"color":"rgba(0, 0, 0, 0.16)","x":0,"y":3,"blur":2,"spread":-2}]},"border":{"style":"solid","width":2,"top":false,"bottom":false,"left":true,"right":false,"color":"#002d72"},"padding":{"top":10,"right":10,"bottom":10,"left":10}},"hoverSettings":{"backgroundColor":{"color":"#0073a4"},"text":{"fontSize":18,"color":"#ffffff","textAlign":"left","fontWeight":"normal"}}}

tab

1

Aura - Tab

title	Introduction

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Introduction

Info

icon	false

The information below reviews how to access and navigate the Salesforce CRM Portal, including helpful definitions, and consolidates specific activities that can be performed in multiple areas.

Related Training:

UI Expand

title	Introductory Video

Multimedia

name	HUBS Introduction.mp4
width	100%
height	100%

Navigation and Core Concepts:

UI Expand

title	Access to and Basic Navigation of the CRM Portal

Info
Ensure that you have provided a Signed NDA to your Project Manager to gain access to the Salesforce CRM Portal.

UI Steps

size	small

UI Step

Log into the Salesforce CRM using the following link:

UI Button

color	blue
size	small
title	Salesforce CRM Portal Login
url	https://portal.nyserda.ny.gov/crm

UI Step

Use the Global Search tool to locate records of any type. When entering in search terms and parameters, search results will begin appearing below the search field. Each result will identify the record type to reduce confusion.

Expand

title	screenshot

UI Step

Use the Top Navigation Menu to easily access and interact with specific records types.

Expand

title	screenshot

UI Expand

title	Important Terms, Acronyms & Definitions

Term/Acronym	Definition
Account Represents an organization (company, institution. If it has a door, it's an Account)	All Salesforce contact records have an account. Persons interested in a program or opportunity should be identified as Individual Account Persons representing a business should be identified as Business Account Persons working as a business (primary contact for account) can also be considered an Account
API - Application Programming Interface	This refers to the automation of data transfers from one system to another
Campaign	A group of accounts, contacts, or leads that: Are associated with an event(s) or effort (Attendees at a workshop is considered a Campaign) Are defined by a similar set of targeted activities (Marketing mailer or Door-to-Door Outreach)
Contact	An individual person who has an established relationship with NYSERDA. If it's a person, it's a Contact
Converting a Lead	When a Lead becomes qualified or meets a certain level of readiness for the program application process, the Lead gets converted into a Contact, and has an associated Account, and Opportunity.
CRM - Customer Relationship Management	This term is often associated with systems or software that helps manage the complete customer relationship
Customer	An individual or business who reaches out to a Hub for NYSERDA programs and offerings
Event	A scheduled occurrence that has both a start and end date such as, but not limited to: workshops, conferences, or meetings
Lead	A potential Contact who may be interested in NYSERDA programs and offerings Also a process to nurture a relationship with a potential Contact. Leads can become Contacts
Opportunity	An effort aligned with an Account , Contact, or Lead that Contact that sets and nurtures the interest of NYSERDA Programs through a lifecycle with the end result of application submittal and project initiation
PPSI - Personal and Protected Sensitive information	A term that refers to customer information that must be protected given its sensitive nature and includes any personal information that is not publicly available or can be used to locate or identify a specific individual
Task	A single activity, or planned activity, that is scheduled such as, but not limited to: phone calls, emails, or reminders
UAT - User Acceptance Testing	Used to describe a comprehensive process that helps evaluate whether a system or tool works as intended Most software applications have a UAT environment that mirrors the production environment where functions and activities can be tested without effecting data production

Universal Functions:

UI Expand

title	Following Records

Many record types in the Salesforce CRM Portal can be Followed. When you follow a record, you see updates to the record in your feed. The Feed is displayed on the CRM portal home page next to the Support tab.

Leads, Contacts, Opportunities, Campaigns, Accounts, Projects, and Events are all record types that can be Followed.

Image Removed

To Unfollow, select the same button you used to Follow.

Image Added

UI Expand

title	Logging CallsActivities through Log a Call Tab

Info

icon	false

Although the tab reads Log a Call other customer related activities (emailed, sent a letter, met in person) can be logged.

Most record types in the Salesforce CRM Portal provide the ability to Log Calls Activities. When a Call a Activity is Logged within a specific record type, it is automatically related to that record type. For example, when Logging a Call from an Activity from a specific Lead Record, that logged call will activity will automatically be related to the Lead Record.

Logging a Call provides an Activity provides a record of outreach or follow-up efforts and is an important part of the relationship management process.
Logging a Call an Activity can be done from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.

Section

Column

width	50%

UI Steps

size	small

UI Step

When Logging an Activity, select the Log a Call

add a subject.

tab. The subject field will be prepopulated with the word Call, delete the text and type in the activity to be recorded.

Warning
This field is required and must be

completed

complete before

the

the Logged

Call can

Activity can be saved.

UI Step
Input any comments as needed. This is not a required field.

UI Step
The Logged Call can Activity can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate the Logged Call to Activity to using the drop-down menu on the right side of this field.

UI Step
Click Save when complete.

Column

width	50%

UI Expand

title	Creating Tasks

Info

icon	false

Most record types in the Salesforce CRM Portal provide the ability to Create Tasks. When a Task is Created within a specific record type, it is automatically related to that record type. For example, when Creating a Task from a specific Lead Record, that task will automatically be related to the Lead Record.

Tasks are an effective way of staying up-to-date with required activities that must or should be completed within a specific timeframe.
Tasks appear in both the Open Tasks panel on the Salesforce CRM Portal Home Page and in the Events & Tasks page. Only Tasks that have not been completed will appear in the Open Tasks panel.
Tasks can be created from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.
When using a hub queue, the entire team has visibility into the Task.

Section

Column

width	50%

UI Steps

size	small

UI Step
When Creating a Task add a subject. This field is required and must be completed before the Task can be saved.

UI Step
Input a due date when the Task is expected to be completed.

UI Step

The Task can be Assigned to either a Hub user or a Hub queue. By default the Task will automatically be Assigned to the current user. To assign to an alternate user, click the X on the left of the current user name to remove the existing assignee, then use the field to search for an alternate Hub user. To assign to a Hub queue, use the drop-down on the right side of the field to switch the assign type from Users to Queues, then use the field to search for a Hub queue.

UI Step
The Task can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate the Task by using the drop-down menu on the right side of this field.

UI Step
Click Save when complete.

Column

width	50%

UI Expand

title	Creating Events

Info

icon	false

Most record types in the Salesforce CRM Portal provide the ability to Create New Events. When an Event is Created within a specific record type, it is automatically related to that record type. For example, when Creating New Events from a specific Lead Record, that event will automatically be related to the Lead Record.

New Events appear in both the calendar on the Salesforce CRM Portal and in the Events & Tasks page.
Events can be created from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.

Section

Column

width	50%

UI Steps

size	small

UI Step
When Creating an Events add a subject. This field is required and must be completed before the Event can be saved.

UI Step
Include a description if needed. This is not a required field.

UI Step
Set the Event start and end details.

UI Step
Include a location if needed. This is not a required field.

UI Step
The Event can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate the Event by using the drop-down menu on the right side of this field.

UI Step
Click Save when complete.

Column

width	50%

UI Expand

title	Sending Emails

Info

icon	false

Most record types in the Salesforce CRM Portal provide the ability to Send Emails. When an Email is Sent within a specific record type, it is automatically related to that record type. For example, when Sending an Email from a specific Lead Record, that email will automatically be related to the Lead Record.

Emails can be sent from the following record types: Leads, Contacts, Opportunities, Accounts, and Projects.

Section

Column

width	50%

UI Steps

size	small

UI Step
The From field will automatically pre-populate with the current user's email but this can be changed using the drop-down for this field and selecting an alternate option.

UI Step
The To field will automatically pre-populate with either the current Lead or Contact, or the primary Contact on the Account, Opportunity, or Project record.

UI Step
The BCC field will automatically pre-populate with the current user. Use the X to remove if needed and add any other BCCs as needed.

UI Step
Use the Subject field as needed. Note that when using Email Templates, the Subject field will populate based on the specific template used.

UI Step
Input the body of the email in the large word formatting field. Note that when using Email Templates, the email body will populate based on the specific template used.

UI Step
Use the Paperclip icon to include an email attachment.

UI Step
Use the Template icon (the paper icon with the plus sign in the lower right-hand corner) to select from available email templates.

UI Step
The Email can be related to many record types though it will initially default to searching existing Account Records. Use the field to search for existing Account Records or choose another record type to relate the Email to using the drop-down menu on the right side of this field.

UI Step
Click Send when complete.

Column

width	50%

Aura - Tab

title	Home

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	CRM Portal Home Page

Info

icon	false

The CRM Portal Home Page provides a high-level overview of current tasks, events, and leads that can also be easily and quickly created using the Quick Create menu. This is the default page that CRM Portal users will be brought to when signing into the Salesforce CRM Portal.

UI Expand

title	1 - Quick Create Menu

UI Steps

size	small

UI Step

The Quick Create menu provides a quick way to create New Events, New Tasks, and Follow-Up records.

Expand

title	screenshot

UI Step

When clicking any of these three options, a modal window will appear to document the details of the New Event, New Task, or Follow-Up record.

Expand

title	New Event screenshot

Expand

title	New Task screenshot

Expand

title	Follow-Up screenshot

UI Step
Required information on each modal window is identified by a red asterisk to the left of the field name.

UI Step

When creating New Task and Follow-Up records, The Assigned To field default to the Hub user creating the record. This can be changed. To assign the record to an alternate Hub member, click the X to the far right of the current assignee. then, begin typing in the name of the alternate Hub user into the same field. Available options will begin to appear below this field. Select the correct user.

Expand

title	watch video

Multimedia

name	Hubs Reassign Task or Followup.mp4
width	100%
height	100%

UI Expand

title	2 - My Leads Panel

Section

Column

width	50%

UI Steps

size	small

UI Step
Click a Lead name to quickly access the specific Lead record.

UI Step
Click View All to be taken to the Leads page. Please review the Leads tab on the left for more information regarding Leads.

Column

width	50%

UI Expand

title	3 - Event & Task Calendar

Section

Column

width	50%

UI Steps

size	small

UI Step
The Calendar will show only active Events that have been created and will only show those Events that have been assigned to the current user.

UI Step
Use the backward and forward arrows to navigate between Calendar months.

UI Step
Use the Calendar icon drop-down to change the Calendar view options (day, week, month).

UI Step
Use the New Event button to create a new Event. This is a similar process to using the Quick Create menu to create a new Event.

UI Step
Clicking a specific Event within the Calendar will direct you to the specific Event record.

Column

width	50%

UI Expand

title	4 - Open Tasks Panel

Section

Column

width	50%

UI Steps

size	small

UI Step
Only active, incomplete Tasks will appear in this panel.

UI Step
Click the Checkbox to the left of the Task name to mark as complete. Note that when checking the box, a modal window will appear to select an appropriate Task status. Currently the options are: Approved, Reject, and Completed.

UI Step
Once a Task is marked as complete, the task will be crossed out. A simple page refresh will remove the completed Task from the panel.

UI Step

Click View All to be taken to the Events & Tasks page. Please review the Events & Tasks tab on the left for more information regarding Tasks.

Tip

icon	false

When redirected to Events & Tasks page, it will show all tasks that have been assigned to you or that you created.

Column

width	50%

UI Expand

title	Related Training

Multimedia

name	HUBS - CRM Portal Home Page.mp4
width	100%
height	100%

Aura - Tab

title	Leads

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Creating & Converting Leads

Info

icon	false

The information below provides guidance on all aspects of lead creation and management. Hubs cannot delete leads or Lead Records. Should this be necessary, please work with your NYSERDA Project Manager.

UI Expand

title	Web-to-Lead Form

Section

Column

width	50%

UI Steps

size	small

UI Step

Hubs will receive the Web-to-Lead form HTML from the NYSERDA Program Team. The HTML will be unique to each Hub so that incoming leads are automatically assigned to the correct corresponding Hub Queue.

Warning

icon	false

Hubs will need to provide the web domain names before NYSERDA can provide the HTML.

UI Step
The HTML can be set to any URL which might be shared via a Hub for customer outreach and can be used however the Hub requires to capture new leads and customers.

UI Step
The HTML can be updated to point to a specific redirect link after form completion and submittal. By default, the HTML will direct submitters to the NYSERDA website.

UI Step
Customers submitting an alternate Hub Web-to-Lead form will need to be manually reassigned to the correct Hub Queue by the Hub who received the lead.

UI Step
When possible, let customers know that completing the address fields will help NYSERDA determine which programs the customer is pre-qualified for.

Column

width	50%

UI Expand

title	Leads CRM Portal Page

	Page Options	Description/Function
1	Lead Queues	Groups leads into helpful queues for easy review and access. Click the current queue to open the drop-down to select other available queues. Use the Pin icon to set a different queue as the default when accessing this page.
2	New Lead Button	Opens a modal window to create a new lead. New leads are automatically added to the current users My Leads queue. Please review the Create New Lead section below for more information.
3	Add to Campaign Button	Associates any number of leads on the current list to an active campaign. Individual leads on the lead list must be selected first using the checkbox to the left of any lead name. Review the Add to Campaign information in the Lead Record section below to learn how to assign leads to campaigns.
4	Accept Button	When clicked, any leads selected using the checkbox to the left of any lead name will have the lead owner changed to the active Hub user. Accepted leads will only be visible to the Hub member who Accepts them and will not be visible to any other Hub member. It is not recommended to Accept leads in bulk. Instead, review the Change Owner Button information in the Lead Record section below to learn how to change the lead owner.
5	Change Status Button	When clicked, lead statuses can be changed in bulk for any leads selected using the checkbox to the left of any lead name. It is not recommended to change lead statuses in bulk. Instead, review the Lead Status and Convert Leads information in the Lead Record section below to learn more.
6	Printable View Button	Generates a document of the current lead queue that can be printed.
7	Search List Field	Filter the visible lead list below based on the search parameters.
8	Leads List	A list of all leads in the currently selected queue. Access a specific Lead Record by clicking the name link in the Name Column.

UI Expand

title	Create New Lead

Section

Column

width	50%

UI Steps

size	small

UI Step

Complete as many fields as possible when creating a New Lead noting that fields marked with a red asterisk are required and must be completed before the lead can be created. The following are required fields:

First Name
Last Name
Company
Lead Status
Preferred Contact Method

UI Step
Some fields have a small grey circular Information Icon. Hovering the cursor over this icon will display a tooltip with helpful information for that field.

UI Step
Use the Search Address box to locate and populate the rest of the mailing address fields.

UI Step
Be sure to check the Mailing Address in DAC box or the Service Address in DAC box if the address(es) is/are within a Disadvantage Community. This helps NYSERDA determine if the lead is pre-approved for specific NYSERDA Programs.

UI Step
If the Mailing Geo Match Address or Service Geo Match Address fields contain information it indicates that the lead may be pre-approved for specific NYSERDA Programs.

UI Step
Click Save & New to save the Lead Record and generate a blank new lead form.

UI Step
New leads are automatically assigned and only visible to the lead creator.

Column

width	50%

UI Expand

title	Lead Record

Record Options

Description/Function

1

Lead Status Conversion Tool

A tool to move the lead through the conversion process. Either click the Mark Status as Complete to update the lead status to the next sequential status in the tool or click on a specific status and click on the same button to update the lead to the selected status.

Warning

icon	false

Leads should not be converted using the Converted status button on this tool as it will not convert the Lead Record to a Contact Record.

Lead Status Options and Definitions:

New: New lead created
Contacted: Initial contact was made through email, text, phone call, etc.
Open: Lead is interested in NYSERDA programs
Unqualified: Lead will not move forward with applying to NYSERDA programs
Converted: Lead converted to Contact, Opportunity, and Account.

2

Follow Button

Reviewed on the Introduction Tab.

3

Convert Button

The correct method to convert a Lead Record to a Contact Record. Review the Converting Leads section below for more information.

4

Edit Button

Places the entire Lead Record into edit mode. Be sure to Save when all changes have been made.

5

Change Owner Button

The correct method of changing a Lead Record owner to an alternate Hub queue or Hub member.

Expand

title	screen recording

Tip

icon	false

The below video contains no sound.

Multimedia

name	ChangeLeadOwner.mp4
width	100%
height	100%

6

Details Tab

Displays the Lead Record details that can be edits either through the pencil icon at the far right of any field in this tab or when using the Edit button in the controls at the top-right of this page.

7

Related Tab - Lead History

Displays the history of all changes to the Lead Record.

Related Tab - Campaign History

Displays any campaign(s) the Lead Record has been associated with. Provides the ability to add the lead to existing campaigns and, if the lead is assigned to an individual Hub member and not a Hub queue, can create a new campaign at the same time.

Expand

title	screen recording

Tip

icon	false

The below video contains no sound.

Multimedia

name	Hubs Add to Campaign.mp4
width	100%
height	100%

Related Tab - Notes & Attachments

Displays any attachments uploaded to the Lead Record. Provides the ability to upload additional files.

Warning

icon	false

Uploaded files must not contain any PPSI (Personal and Protected Sensitive Information)

8

Quick Tools

Provides access to Log Calls, Create New Tasks, Create New Events, and Send Emails and links any of these record types to the Lead Record. These functions are reviewing in the Introduction Tab. Upcoming or overdue Tasks will appear in this section as well.

UI Expand

title	Converting Leads

Info

icon	false

When a Lead Record is ready to be converted into a Contact Record it is important that Hubs use the Convert Button on any Lead Record. Any other mechanism used to convert a lead will not work. When converting a lead, the system will also either create a related Account Record and Opportunity Record or will ask to assign the converted lead (Contact Record) to an existing Account Record and Opportunity Record.

UI Steps

size	small

UI Step

At the top of the Convert Lead screen, input an Account Name for the lead, being sure to switch the record type to Individual Account. If the lead should be associated with an existing Account Record, click the Choose Existing radio button to search for and locate the existing Account Record.

Expand

title	screenshot

UI Step

Next, update any of the Contact fields as needed. If the lead should be associated with an existing Contact Record, click the Choose Existing radio button to search for and locate the existing Contact Record. In most cases a new Contact Record will be created.

Expand

title	screenshot

UI Step

Then, input the Opportunity Name. It is best practice to input an opportunity name that easily identifies a specific NYSERDA Program the customer is interested in. Account Records and Contact Records can have multiple opportunities. If the lead should be associated with an existing Opportunity Record, click the Choose Existing radio button to search for and locate the existing Opportunity Record.

Expand

title	screenshot

UI Step

Finally, update the Record Owner to an alternate Hub member or Hub queue if required. Leave the Converted Status field to the default Qualified option and click Convert.

Expand

title	screenshot

UI Step

Once converted, the Salesforce CFM Portal will create any required records and/or link created records to existing ones based on the options chosen in the previous steps. Confirm the record creation/linkages on the next window.

Expand

title	screenshot

UI Step
The converted lead confirmation window can be closed. Additionally, use the buttons on the bottom right to Create New Tasks that will be automatically linked to the account, contact, and opportunity records, or click Go to Leads to return to the leads page.

UI Expand

title	Related Training

Multimedia

name	HUBS Creating and Converting Leads.mp4
width	100%
height	100%

Aura - Tab

title	Contacts

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Creating & Managing Contacts

UI Expand

title	Contacts CRM Portal Page

Column

width	50%

	Page Options	Description/Function
1	Contacts List Views	Groups Contacts into helpful queues for easy review and access. Click the current queue to open the drop-down to select other available queues. Use the Pin icon to set a different queue as the default when accessing this page.
2	Search List Field	Filter the visible Contact list below based on the search parameters.
3	New Contacts Button	Opens a modal window to create a new contact. New contacts are automatically added to the current users My Contacts queue. Please review the Create New Contact section below for more information.
4	Add to Campaign	Associates any number of contacts on the current list to an active campaign. Individual contacts on the contact list must be selected first using the checkbox to the left of any contact name. Review the Add to Campaign information in the Contact Record section below to learn how to assign contacts to campaigns.
5	Contacts List	A list of all Contacts in the currently selected queue. Access a specific Contact Record by clicking the name link in the Name Column.

UI Expand

title	Create New Contact

Section

Column

width	50%

UI Steps

size	small

UI Step

Complete as many fields as possible when creating a New Contact noting that fields marked with a red asterisk are required and must be completed before the lead can be created. The following are required fields:

First Name
Last Name
Email Address
Phone Number

UI Step
Some fields have a small grey circular Information Icon. Hovering the cursor over this icon will display a tooltip with helpful information for that field.

UI Step
Use the Search Address box to locate and populate the rest of the mailing address fields.

UI Step
Click Save & New to save the Contact Record and generate a blank new contact form.

Column

width	50%

UI Expand

title	Contact Record

Record Options

Description/Function

1

Follow Button

Reviewed on the Introduction Tab.

2

Edit Button

Places the entire Contact Record into edit mode. Be sure to Save when all changes have been made.

3

Clone Button

Can be used to create an exact duplicate of this record. This may be a useful tool when creating an additional contact with similar information, such as a shared address.

4

New Note

Notes are a useful way to add any additional context to a Contact record that may be helpful for you or other Hub members. Notes, once created, can be found in the Related tab on each Contact record.

5

Details Tab

Displays the Contact Record details that can be edits either through the pencil icon at the far right of any field in this tab or when using the Edit button in the controls at the top-right of this page.

6

Related Tab - Opportunities

Allows new opportunities to be created and automatically assigned to the current Contact Record. The process to create a new opportunity is outlined in the Create New Opportunity section in the Opportunities Tab to the left. Follow the instructions there to learn how to create an opportunity for a specific Contact Record.

Related Tab - Campaign History

Displays any campaign(s) the Contact Record has been associated with. Provides the ability to add the lead to existing campaigns and, if the lead is assigned to an individual Hub member and not a Hub queue, can create a new campaign at the same time.

Expand

title	screen recording

Tip

icon	false

The below video contains no sound.

Warning
Though the the below video was taken from the Add to Campaign option in the Lead Record, the process is the same as would be conducted in the Contact Record.

Multimedia

name	Hubs Add to Campaign.mp4
width	100%
height	100%

Related Tab - Contact History

Displays the contact history for every logged call.

Related Tab - Notes & Attachments

Displays any attachments uploaded to the lead Record. Provides the ability to upload additional files.

Warning

icon	false

Uploaded files must not contain any PPSI (Personal and Protected Sensitive Information)

7

Quick Tools

Provides access to Log Calls, Create New Tasks, Create New Events, and Send Emails and links any of these record types to the Contact Record. These functions are reviewing in the Introduction Tab. Upcoming or overdue Tasks will appear in this section as well.

UI Expand

title	Related Training

Multimedia

name	HUBS Creating and Managing Contacts.mp4
width	100%
height	100%

Aura - Tab

title	Opportunities

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Creating Opportunities

UI Expand

title	Opportunities CRM Portal Page

Column

width	50%

	Page Options	Description/Function
1	Opportunities List Views	Groups Opportunities into helpful queues for easy review and access. Click the current queue to open the drop-down to select other available queues. Use the Pin icon to set a different queue as the default when accessing this page.
2	New Opportunities Button	Opens a modal window to create a new Opportunity. New Opportunities are automatically added to the current users My Opportunity queue. Please review the Create New Opportunity section below for more information.
3	Search List Field	Filter the visible Opportunities list below based on the search parameters.
4	Opportunities List	A list of all Opportunities in the currently selected queue. Access a specific Opportunities Record by clicking the name link in the Name Column.

UI Expand

title	Create New Opportunity

Info
When creating an Opportunity without using the conversion process, the Account should be the Contact's Account. This will keep it consistent with the Opportunities that get created from the conversion process and allow the Account to connect the Contact and Opportunity.

Section

Column

width	50%

UI Steps

size	small

UI Step

Complete as many fields as possible when creating a New Opportunity noting that fields marked with a red asterisk are required and must be completed before the opportunity can be created. The following are required fields:

Application Type
Opportunity Name
Stage
Customer Type
Close Date

UI Step
Some fields have a small grey circular Information Icon. Hovering the cursor over this icon will display a tooltip with helpful information for that field.

UI Step
Use the Account Name field to locate and relate the opportunity to a specific account.

UI Step
Set the Stage drop-down to Nurturing if this is a brand new opportunity or to any other Stage as appropriate for the specific opportunity.

UI Step
Document the opportunity type in either/both the NYSERDA Program and Non-NYSERDA Program drop-down fields. If the opportunity does not appear on either of those drop-down fields, use the Other NYSERDA Program field to type in the opportunity.

UI Step
Click Save & New to save the Opportunity Record and generate a blank new opportunity form.

UI Step
New Opportunities are automatically assigned and only visible to the opportunity creator.

Column

width	50%

UI Expand

title	Opportunity Record

Record Options

Description/Function

1

Opportunity Status Conversion Tool

A tool to move the Opportunity through the conversion process. Either click the Mark Status as Complete to update the opportunity status to the next sequential status in the tool or click on a specific status and click on the same button to update the lead to the selected status. Review the Converting Opportunities section below to learn more.

Opportunity Status Options and Definitions:

Nurturing
Application in Development
Application Submitted
Application Approved
Project Contracted
Application Withdrawn
Closed

2

Follow Button

Reviewed on the Introduction Tab.

3

Edit Button

Places the entire Opportunity Record into edit mode. Be sure to Save when all changes have been made.

4

Change Owner Button

The correct method of changing an Opportunity Record owner to an alternate Hub member. Use the Search Users field to search for and locate an alternate Hub member that should become the owner of the Opportunity Record. Check the Send Notification Email box to send the new owner an email notification of the change.

Expand

title	screenshot

5

Change Record Type

6

Details Tab

Displays the Opportunity Record details that can be edits either through the pencil icon at the far right of any field in this tab or when using the Edit button in the controls at the top-right of this page.

7

Related Tab - Contact Role

Use the Add Contact Roles button to assign existing Contact Records to the current Opportunity Record. Additionally, use the Edit Contact Roles button to update the role an assigned Contact plays with respect to the opportunity (i.e., if the contact is the decision-maker, select that role option from the list when Editing Contact Roles.

Expand

title	screenshot

8

Quick Tools

Provides access to Log Calls, Create New Tasks, Create New Events, and Send Emails and links any of these record types to the Opportunity Record. These functions are reviewing in the Introduction Tab. Upcoming or overdue Tasks will appear in this section as well.

UI Expand

title	Related Training

Multimedia

name	HUBS Creating Opportunities.mp4
width	100%
height	100%

Aura - Tab

title	Campaigns

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Managing Campaigns

UI Expand

title	Campaigns CRM Portal Page

	Page Options	Description/Function
1	Campaigns List Views	Groups Campaigns into helpful queues for easy review and access. Click the current queue to open the drop-down to select other available queues. Use the Pin icon to set a different queue as the default when accessing this page.
2	New Campaign Button	Opens a modal window to create a new Campaign. New Campaigns are automatically added to the current users My Campaigns queue. Please review the Create New Campaign section below for more information.
3	Search List Field	Filter the visible lead list below based on the search parameters.
4	Campaigns List	A list of all Campaigns in the currently selected queue. Access a specific Campaign Record by clicking the name link in the Name Column.

UI Expand

title	Create New Campaign

Section

Column

width	50%

UI Steps

size	small

UI Step

When creating a new Campaign, the Select a Record Type window will pop-up. Only select the Regional Clean Energy Hubs as the option and click Next.

Expand

title	Screenshot

UI Step

Complete as many fields as possible when creating a New Campaign noting that fields marked with a red asterisk are required and must be completed before the lead can be created. The following are required fields:

Campaign Name
Type

UI Step
Some fields have a small grey circular Information Icon. Hovering the cursor over this icon will display a tooltip with helpful information for that field.

UI Step
Click Save & New to save the Campaign Record and generate a blank new Campaign form.

UI Step
New Campaigns are automatically assigned and only visible to the campaign creator.

Column

width	50%

UI Expand

title	Campaign Record

Record Options

Description/Function

1

Follow Button

Reviewed on the Introduction Tab.

2

Edit Button

Places the entire Campaign Record into edit mode. Be sure to Save when all changes have been made.

3

Clone Button

Can be used to create an exact duplicate of this record. This may be a useful tool when creating an additional contact with similar information, such as a shared address.

4

Change Owner Button

The correct method of changing a Campaign Record owner to an alternate Hub queue or Hub member.

Expand

title	screenshot

5

Details Tab

Displays the Campaign Record details that can be edits either through the pencil icon at the far right of any field in this tab or when using the Edit button in the controls at the top-right of this page.

6

Related Tab - Campaign Members

Add existing Leads or Contacts to the Campaign Record.

Related Tab - Activity History

Displays any email records sent as part of the select campaign. Use the Send an Email button to send an email to all associated Campaign Members.

Related Tab - Attachments

Upload any related campaign Attachments using the Upload Files button. Otherwise, view and related campaign attachments previously uploaded.

Warning
Attachments must not contain PPSI (Personal or Protected Sensitive Information)

UI Expand

title	Add Campaign Members

UI Steps

size	small

UI Step

From a Campaign Record, access the Related tab to add Leads, Contacts, or Accounts to that Campaign. Note that the Accounts option can be found by clicking the small blue arrow to the right of the Add Leads and Add Contacts buttons.

Expand

title	screenshot

UI Step

Once an Add Leads, Add Contacts, or Add Accounts button is clicked, you will be taken to a search window. Use the Search field to locate the correct Lead, Contact, or Account record or select from one of the Recent options visible by clicking the Plus Icon. Click Next when the correct record is selected.

Expand

title	screenshot

UI Step

On the next screen, click Submit. Note that if you choose the Overwrite member status option, all existing campaign members will be overwritten with the new member and will no longer be associated with the campaign.

Expand

title	screenshot

UI Expand

title	Related Training

Multimedia

name	HUBS Creating and Leveraging Campaigns.mp4
width	100%
height	100%

Aura - Tab

title	Account

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Creating & Managing Account

UI Expand

title	Accounts CRM Portal Page

Column

width	50%

	Page Options	Description/Function
1	Accounts List Views	Groups Accounts into helpful queues for easy review and access. Click the current queue to open the drop-down to select other available queues. Use the Pin icon to set a different queue as the default when accessing this page.
2	New Accounts Button	Opens a modal window to create a new Account. New Accounts are automatically added to the current users My Accounts queue. Please review the Create New Account section below for more information.
3	Search Accounts Field	Filter the visible Account list below based on the search parameters.
4	Accounts List	A list of all Accounts in the currently selected queue. Access a specific Account Record by clicking the name link in the Name Column.

UI Expand

title	Create New Account

Section

Column

width	50%

UI Steps

size	small

UI Step

When creating a new Account, the Select a Record Type window will pop-up. Choose your account type and click Next.

Expand

title	Screenshot

UI Step

Complete as many fields as possible when creating a New Account noting that fields marked with a red asterisk are required and must be completed before the lead can be created. The following are required fields:

Account Name

UI Step
Some fields have a small grey circular Information Icon. Hovering the cursor over this icon will display a tooltip with helpful information for that field.

UI Step
Use the Search Address box to locate and populate the rest of the mailing address fields.

UI Step
Be sure to check the Mailing Address in DAC box or the Service Address in DAC box if the address(es) is/are within a Disadvantage Community.

UI Step
If the Mailing Geo Match Address or Service Geo Match Address fields contain information it indicates that the lead may be pre-approved for specific NYSERDA Programs.

UI Step
Click Save & New to save the Account Record and generate a blank new Account form.

UI Step
New Accounts are automatically assigned and only visible to the Account creator.

Column

width	50%

UI Expand

title	Account Record

Record Options

Description/Function

1

Follow Button

Reviewed on the Introduction Tab.

2

Edit Button

Places the entire Account Record into edit mode. Be sure to Save when all changes have been made.

3

New Note

Notes are a useful way to add any additional context to an account record that may be helpful for you or other Hub members. Notes, once created, can be found in the Related tab on each account record.

4

Details Tab

Displays the Account Record details that can be edits either through the pencil icon at the far right of any field in this tab or when using the Edit button in the controls at the top-right of this page.

5

Related Tab - Contacts

Displays Contact Records associated with the account. Use the New button to create a new Contact Record. Refer to the Create New Contact section in the Contacts tab to the left to learn more.

Related Tab - Program Partnerships

Displays any Program Partnerships related to the account.

Related Tab - Contractor Applications

Displays any completed applications related to the account.

Related Tab - Opportunities

Displays any associated opportunities created and aligned to the account. Use the new button to create a new opportunity. Please refer to the Create New Opportunity section of the Opportunities tab to the left to learn more.

Related Tab - Open Activities

Displays existing Task and Event Records associated with the Account Record. Use the New Task or New Event button to create new tasks or events associated with the account.

Related Tab - Activity History

Displays any email notifications sent through the Account Record to the associated Contacts.

Related Tab - Notes & Attachments

Displays both notes and uploaded attachments. Use the Upload Files button to upload new documents.

Warning
Do not upload files with PPSI (Personal or Protected Sensitive Information)

Related Tab - Account History

Displays a list of all changes or updates made with respect to the Account Record.

6

Quick Tools

Provides access to Log Calls, Create New Tasks, Create New Events, and Send Emails and links any of these record types to the Account Record. These functions are reviewing in the Introduction Tab. Upcoming or overdue Tasks will appear in this section as well.

Aura - Tab

title	Projects

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Accessing Project Records

UI Expand

title	Projects CRM Portal Page

Column

width	50%

	Page Options	Description/Function
1	Projects List Views	Groups Projects into helpful queues for easy review and access. Click the current queue to open the drop-down to select other available queues. Use the Pin icon to set a different queue as the default when accessing this page.
2	Search Projects Field	Filter the visible Project list below based on the search parameters.
3	Projects List	A list of all Projects in the currently selected queue. Access a specific Project Record by clicking the name link in the Name Column.

UI Expand

title	Project Record

	Record Options	Description/Function
1	Follow Button	Reviewed on the Introduction Tab.
2	New Note	Notes are a useful way to add any additional context to a project record that may be helpful for you or other Hub members. Notes, once created, can be found in the Related tab on each project record.
3	Change Record Type
4	Edit Button	Places the entire Project Record into edit mode. Be sure to Save when all changes have been made.
5	Details Tab	Displays the Project Record details that can be edits either through the pencil icon at the far right of any field in this tab or when using the Edit button in the controls at the top-right of this page.
6	Related Tab - Engagements	Lists all Engagement Objects created to document the work done for the project. Please refer to the Project Engagement Objects section below to learn more.
	Related Tab - Project Invoices	Displays all Invoices that have been submitted for the project. Clicking the Invoice Number link will bring you to the Invoice Record in Salesforce.
7	Quick Tools	Provides access to Log Calls, Create New Tasks, Create New Events, and Send Emails and links any of these record types to the Project Record. These functions are reviewing in the Introduction Tab. Upcoming or overdue Tasks will appear in this section as well.

UI Expand

title	Project Engagement Objects

Info
Information entered for each engagement object is automatically added to the monthly report. Monthly reports are a requirement for Hubs to ensure that NYSERDA has a firm accounting of all the work done for the project and is used when reviewing and approving invoices.

UI Steps

size	small

UI Step

Click the New button in the Engagements section of the Related Tab.

Expand

title	screenshot

UI Step

In the New Engagement window, select the category that best matches the related work done for the project, then click the Next button.

Tip
Each engagement type provides a different set of fields when documenting the work.

Expand

title	screenshot

UI Step

In the next window, fill in the required fields then click the Save & New button.

Expand

title	screenshot

Tip
The screenshot below references the Accomplishments engagement object fields and does not convey the fields required for other engagement object types.

UI Step
To Edit, Delete, or Clone an Engagement Object click the name of the engagement object from the Engagements list in the Related Tab. Make any edits as needed, being sure to save before exiting.

UI Expand

title	Related Training

Multimedia

name	HUBS Accessing Project Records.mp4
width	100%
height	100%

Aura - Tab

title	Reports

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Working With Reports

UI Expand

title	Reports CRM Portal Page

	Page Options	Description/Function
1	Search Reports	Filter the visible Reports list below based on the search parameters.
2	New Report	Allows users to run pre-configured reports. There is some flexibility in what each report will show. Please review the recording in the Reports Training Video section below to learn more.
3	Report Folders	Groups reports together based on the report folder commonality.
4	Available Reports	Displays all reports for the select folder.

UI Expand

title	Reports Training Video

Multimedia

name	HUBS Working With Reports.mp4
width	100%
height	100%

Aura - Tab

title	Events & Tasks

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Managing Events & Tasks

UI Expand

title	Events & Tasks CRM Portal Page

Column

width	50%

	Page Options	Description/Function
1	Events & Tasks List Views	Groups Events & Tasks into helpful queues for easy review and access. Click the current queue to open the drop-down to select other available queues. Use the Pin icon to set a different queue as the default when accessing this page.
2	New Events & Tasks Button	Opens a modal window to create a new lead. New Events & Tasks are automatically added to the current users queue. Please review the Create New Event or Task section below for more information.
3	Search Events & Tasks Field	Filter the visible Event & Task list below based on the search parameters.
4	Events & Tasks List	list of all Events & Tasks in the currently selected queue. Access a specific Event & Task Record by clicking the name link in the Name Column.

UI Expand

title	Create New Event or Task

Section

Column

width	50%

UI Steps

size	small

UI Step

Complete as many fields as possible when creating a New Event or Task noting that fields marked with a red asterisk are required and must be completed before the lead can be created. The following are required fields:

Assigned to
Subject
Priority
Status

UI Step
Click Save & New to save the Event or Task and generate a blank new form.

UI Step
New Events or Tasks are automatically assigned and only visible to the creator.

Column

width	50%

UI Expand

title	Event or Task Record

	Record Options	Description/Function
1	Mark Complete	Allows user to update Task or Event status to Approved, Reject, or Completed.
2	Edit Button	Places the entire Task or Event Record into edit mode. Be sure to Save when all changes have been made.
3	Delete Button	Delete the Task or Event Record.
4	Change Date	Allows user to change the Due Date of the Task or Event.
5	Details Tab	Displays the Task or Event Record details that can be edited either through the pencil icon at the far right of any field in this tab or when using the Edit button in the controls at the top-right of this page.

Aura - Tab

title	Invoicing

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Invoicing

Multimedia

name	Hubs Salesforce Invoicing Training.mp4
width	100%
height	100%

Aura - Tab

title	Case Management

Panel

borderColor	#002D72
bgColor	#F3F4F9
titleColor	#ffffff
borderWidth	1
titleBGColor	#002D72
borderStyle	none
title	Case Management

Case Creation

Expand

title	video

Multimedia

name	EmPower and HUBS Case Creation.mp4
width	100%
page	External Guide Video Library
height	100%

Case Escalation Process

Expand

title	video

Multimedia

name	EmPower and HUBS Case Escalation Process Video.mp4
width	100%
page	External Guide Video Library
height	100%

Monitoring & Checking on Case Status

Expand

title	video

Multimedia

name	EmPower and HUBS Monitoring and Checking on Cases Video.mp4
width	100%
page	External Guide Video Library
height	100%

HTML

<style type="text/css"> 
.aura-header {
padding-top: 10px!important;
padding-left: 10px!important;
padding-right: 10px!important;
}  
.aura-headline {
padding-bottom: 10px!important;
}  
.aura-body {
padding-left: 5px!important;
padding-right: 5px!important;
padding-top: 5px!important;
padding-bottom: 5px!important;
} 
.aura-panel {
margin-top: 0px!important;
margin-left: 0px!important;
margin-right: 0px!important;
}
.aura-tab-content {
margin-top: 0px!important;
padding-top: 0px!important;
}
.panelContent {
display: none;
}
.panel, .alertPanel, .infoPanel {
margin-top: 0px!important;
}
.panelHeader {
font-size: 20px;
padding-top: 5px!important;
padding-bottom: 5px!important;
}
</style>

HTML

<style type="text/css">
#title-text {display: none;}
#breadcrumb-section {display: none;}
#system-content-items, #content-metadata-attachments {display: none;}
.divider-wrapper {min-height:20px!important; height:20px!important;}
.wiki-content h1 {margin-bottom:0px!important;}
.aura-body {padding-left:0px!important; padding-right:0px!important; padding-top:0px!important; padding-bottom:0px!important;}
.innerCell .aura-panel {margin-top:0px!important; margin-bottom:0px!important; margin-left:0px!important; margin-right:0px!important;}
</style>

...

Space shortcuts

Versions Compared

Old Version 15

New Version 16

Key

Related Training:

Navigation and Core Concepts:

Universal Functions:

Case Creation

Case Escalation Process

Monitoring & Checking on Case Status