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Hubs Salesforce User Guide
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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.


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Aura - Tab
titleIntroduction


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titleIntroduction



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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:

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titleIntroductory Video

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nameHUBS Introduction.mp4
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Navigation and Core Concepts:

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titleAccess 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.


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UI Step

Log into the Salesforce CRM using the following link:

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titleSalesforce CRM Portal Login
urlhttps://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.

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UI Step

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

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titleImportant Terms, Acronyms & Definitions


Term/AcronymDefinition
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)
ContactAn individual person who has an established relationship with NYSERDA. If it's a person, it's a Contact
Converting a LeadWhen 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 ManagementThis term is often associated with systems or software that helps manage the complete customer relationship
CustomerAn individual or business who reaches out to a Hub for NYSERDA programs and offerings
EventA 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
OpportunityAn 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 informationA 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
TaskA 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:

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titleFollowing 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.

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

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titleLogging CallsActivities through Log a Call Tab


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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.


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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.




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titleCreating Tasks


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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.


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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.




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titleCreating Events


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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.


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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.




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titleSending Emails


Info
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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.


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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.




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Aura - Tab
titleHome


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titleCRM Portal Home Page



Info
iconfalse

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.

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title1 - Quick Create Menu


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

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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.

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titleNew Event screenshot


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titleNew Task screenshot


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titleFollow-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.

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titlewatch video

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nameHubs Reassign Task or Followup.mp4
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title2 - My Leads Panel


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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.




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title3 - Event & Task Calendar


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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.




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title4 - Open Tasks Panel


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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

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





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titleRelated Training

Multimedia
nameHUBS - CRM Portal Home Page.mp4
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Aura - Tab
titleLeads


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titleCreating & Converting Leads



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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.


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titleWeb-to-Lead Form


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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.

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iconfalse

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.




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titleLeads CRM Portal Page


Page OptionsDescription/Function
1Lead QueuesGroups 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.
2New Lead ButtonOpens 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.
3Add to Campaign ButtonAssociates 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.
4Accept ButtonWhen 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.
5Change Status ButtonWhen 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.
6Printable View ButtonGenerates a document of the current lead queue that can be printed.
7Search List FieldFilter the visible lead list below based on the search parameters.
8Leads ListA list of all leads in the currently selected queue. Access a specific Lead Record by clicking the name link in the Name Column.



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titleCreate New Lead


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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.




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titleLead Record


Record OptionsDescription/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
iconfalse

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.
2Follow ButtonReviewed on the Introduction Tab.
3Convert ButtonThe correct method to convert a Lead Record to a Contact Record. Review the Converting Leads section below for more information.
4Edit ButtonPlaces the entire Lead Record into edit mode. Be sure to Save when all changes have been made.
5Change Owner Button

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

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titlescreen recording


Tip
iconfalse

The below video contains no sound.


Multimedia
nameChangeLeadOwner.mp4
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6Details TabDisplays 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.
7Related 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.

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titlescreen recording


Tip
iconfalse

The below video contains no sound.


Multimedia
nameHubs Add to Campaign.mp4
width100%
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Related Tab - Notes & Attachments

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

Warning
iconfalse

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


8Quick ToolsProvides access to Log CallsCreate New TasksCreate 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.



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titleConverting Leads


Info
iconfalse
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.


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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.

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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.

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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.

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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.

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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.

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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.




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titleRelated Training

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nameHUBS Creating and Converting Leads.mp4
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Aura - Tab
titleContacts


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titleCreating & Managing Contacts



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titleContacts CRM Portal Page


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Page OptionsDescription/Function 
1Contacts List ViewsGroups 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.

4Add to CampaignAssociates 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.
5Contacts ListA list of all Contacts in the currently selected queue. Access a specific Contact Record by clicking the name link in the Name Column.




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titleCreate New Contact


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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.




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titleContact Record


Record OptionsDescription/Function
1

Follow Button

Reviewed on the Introduction Tab.

2Edit ButtonPlaces the entire Contact Record into edit mode. Be sure to Save when all changes have been made.
3Clone ButtonCan 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.
4New NoteNotes 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.
5Details 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.

6Related 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.

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titlescreen recording


Tip
iconfalse

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.

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nameHubs Add to Campaign.mp4
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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
iconfalse

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


7Quick ToolsProvides access to Log CallsCreate New TasksCreate 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.



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titleRelated Training

Multimedia
nameHUBS Creating and Managing Contacts.mp4
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Aura - Tab
titleOpportunities


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titleCreating Opportunities



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titleOpportunities CRM Portal Page


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Page OptionsDescription/Function 
1Opportunities List ViewsGroups 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.
2New Opportunities ButtonOpens 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.
3Search List FieldFilter the visible Opportunities list below based on the search parameters.
4Opportunities ListA 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
titleCreate 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.


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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
width50%




UI Expand
titleOpportunity Record


Record OptionsDescription/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
2Follow ButtonReviewed on the Introduction Tab.
3Edit ButtonPlaces the entire Opportunity Record into edit mode. Be sure to Save when all changes have been made.
4Change 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.

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titlescreenshot


5Change Record Type
6Details TabDisplays 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.
7Related 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.

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titlescreenshot


8Quick ToolsProvides access to Log CallsCreate New TasksCreate 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
titleRelated Training

Multimedia
nameHUBS Creating Opportunities.mp4
width100%
height100%



Aura - Tab
titleCampaigns


Panel
borderColor#002D72
bgColor#F3F4F9
titleColor#ffffff
borderWidth1
titleBGColor#002D72
borderStylenone
titleManaging Campaigns



UI Expand
titleCampaigns CRM Portal Page


Page OptionsDescription/Function 
1Campaigns List ViewsGroups 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.
2New Campaign ButtonOpens 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.
3Search List FieldFilter the visible lead list below based on the search parameters.
4Campaigns ListA 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
titleCreate New Campaign


Section


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UI Steps
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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

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titleScreenshot



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
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UI Expand
titleCampaign Record


Record OptionsDescription/Function
1Follow ButtonReviewed on the Introduction Tab.
2Edit ButtonPlaces the entire Campaign Record into edit mode. Be sure to Save when all changes have been made.
3Clone ButtonCan 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.
4Change Owner Button

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

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titlescreenshot


5Details TabDisplays 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.
6Related Tab - Campaign Members

Add existing Leads or Contacts to the Campaign Record.

Related Tab - Activity HistoryDisplays 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
titleAdd Campaign Members


UI Steps
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UI Step

From a Campaign Record, access the Related tab to add LeadsContacts, 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.

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titlescreenshot



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 LeadContact, 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.

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titlescreenshot



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
titlescreenshot





UI Expand
titleRelated Training

Multimedia
nameHUBS Creating and Leveraging Campaigns.mp4
width100%
height100%



Aura - Tab
titleAccount


Panel
borderColor#002D72
bgColor#F3F4F9
titleColor#ffffff
borderWidth1
titleBGColor#002D72
borderStylenone
titleCreating & Managing Account



UI Expand
titleAccounts CRM Portal Page


Column
width50%


Page OptionsDescription/Function 
1Accounts List ViewsGroups 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.
2New Accounts ButtonOpens 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.
3Search Accounts FieldFilter the visible Account list below based on the search parameters.
4Accounts ListA 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
titleCreate New Account


Section


Column
width50%


UI Steps
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UI Step

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

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titleScreenshot



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
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UI Expand
titleAccount Record


Record OptionsDescription/Function
1Follow ButtonReviewed on the Introduction Tab.
2Edit ButtonPlaces the entire Account Record into edit mode. Be sure to Save when all changes have been made.
3New NoteNotes 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.
4Details 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.

5Related 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 PartnershipsDisplays any Program Partnerships related to the account.
Related Tab - Contractor ApplicationsDisplays 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 HistoryDisplays 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 HistoryDisplays a list of all changes or updates made with respect to the Account Record.
6Quick Tools

Provides access to Log CallsCreate New TasksCreate 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
titleProjects


Panel
borderColor#002D72
bgColor#F3F4F9
titleColor#ffffff
borderWidth1
titleBGColor#002D72
borderStylenone
titleAccessing Project Records



UI Expand
titleProjects CRM Portal Page


Column
width50%


Page OptionsDescription/Function 
1Projects List ViewsGroups 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.
2Search Projects FieldFilter the visible Project list below based on the search parameters.
3Projects ListA 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
titleProject Record


Record OptionsDescription/Function
1Follow ButtonReviewed 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.

3Change Record Type


4Edit Button

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

5Details TabDisplays 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.
6Related 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 InvoicesDisplays all Invoices that have been submitted for the project. Clicking the Invoice Number link will bring you to the Invoice Record in Salesforce.
7Quick ToolsProvides access to Log CallsCreate New TasksCreate 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
titleProject 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
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UI Step

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

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titlescreenshot



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.


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titlescreenshot



UI Step

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

Expand
titlescreenshot


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 EditDelete, 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
titleRelated Training

Multimedia
nameHUBS Accessing Project Records.mp4
width100%
height100%



Aura - Tab
titleReports


Panel
borderColor#002D72
bgColor#F3F4F9
titleColor#ffffff
borderWidth1
titleBGColor#002D72
borderStylenone
titleWorking With Reports



UI Expand
titleReports CRM Portal Page



Page OptionsDescription/Function
1Search ReportsFilter 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.

3Report Folders

Groups reports together based on the report folder commonality.

4Available Reports

Displays all reports for the select folder.



UI Expand
titleReports Training Video

Multimedia
nameHUBS Working With Reports.mp4
width100%
height100%



Aura - Tab
titleEvents & Tasks


Panel
borderColor#002D72
bgColor#F3F4F9
titleColor#ffffff
borderWidth1
titleBGColor#002D72
borderStylenone
titleManaging Events & Tasks



UI Expand
titleEvents & Tasks CRM Portal Page


Column
width50%


Page OptionsDescription/Function 
1Events & Tasks List ViewsGroups 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.
2New Events & Tasks ButtonOpens 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.
3Search Events & Tasks FieldFilter the visible Event & Task list below based on the search parameters.
4Events & 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
titleCreate New Event or Task


Section


Column
width50%


UI Steps
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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
width50%




UI Expand
titleEvent or Task Record


Record OptionsDescription/Function
1Mark CompleteAllows user to update Task or Event status to ApprovedReject, 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.

3Delete Button

Delete the Task or Event Record.

4Change Date

Allows user to change the Due Date of the Task or Event.

5Details TabDisplays 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
titleInvoicing


Panel
borderColor#002D72
bgColor#F3F4F9
titleColor#ffffff
borderWidth1
titleBGColor#002D72
borderStylenone
titleInvoicing


Multimedia
nameHubs Salesforce Invoicing Training.mp4
width100%
height100%


Aura - Tab
titleCase Management


Panel
borderColor#002D72
bgColor#F3F4F9
titleColor#ffffff
borderWidth1
titleBGColor#002D72
borderStylenone
titleCase Management


Case Creation

Expand
titlevideo

Multimedia
nameEmPower and HUBS Case Creation.mp4
width100%
pageExternal Guide Video Library
height100%

Case Escalation Process

Expand
titlevideo

Multimedia
nameEmPower and HUBS Case Escalation Process Video.mp4
width100%
pageExternal Guide Video Library
height100%

Monitoring & Checking on Case Status

Expand
titlevideo

Multimedia
nameEmPower and HUBS Monitoring and Checking on Cases Video.mp4
width100%
pageExternal Guide Video Library
height100%





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