Administrator`s Guide - Velocify Support Portal

Transcription

Administrators Guide
Administrator's Guide
Version 1.7
For Administrator Use Only
Velocify for Salesforce Administrator Guide v 1.7 © Copyright 2014 Velocify, Inc. All Rights Reserved
1
rator Use Only
Administrator's Guide Table of Contents
Velocify for Salesforce Basic Overview
5
The Velocify Guided Selling Process
5
Actions
5
Statuses
5
Milestones
6
Conversions
6
Velocify Priority View
7
Priority Preview
8
Velocify Distribution and Prioritization
9
Velocify Record History Object
10
Access to Velocify Record History
10
Creating Reports from the Record History Object
10
Velocify Timeline in Lead and Opportunity Details Page
11
Details on Synchronization of Records with Velocify
13
Details on Synchronized Fields
14
Fields Synchronized with Velocify
14
Security Overview
15
Salesforce Validation Rules and Velocify for Salesforce
16
Pre-Installation Considerations
17
Pre-Installation Discovery and Design
17
Sales Team Daily Operations
17
Proposed Workflow and Email Strategy
17
Lead Import Model
17
Lead / Opportunity Assignment Rules
18
Review Validation Rules Used by Other Packages
18
Pre-Installation Checklist
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Installation Part One: App Exchange and Velocify Package
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Primary Administrator Login
20
Download Velocify for Salesforce from the App Exchange
20
Install the Velocify for Salesforce Package of Components
21
Approve Package API Access
22
Choose Security Level
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© Copyright 2014 Velocify, Inc. All Rights Reserved
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rator Use Only
Install the Package
23
Verify Installation of Velocify for Salesforce Package
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Installation Part Two: Initial Setup
25
Velocify for Salesforce Setup Steps
26
Sign In to Velocify for Salesforce
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Allow Velocify Access to Salesforce Data
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Follow Velocify’s Online Guided Setup Process
27
Verify Creation of Velocify Users
28
Salesforce Setup Steps
29
Establish Validation Rules
29
Modify Page Layouts
30
Lead and Opportunity Page Layout
31
User Page Layout
32
Create New Remote Site Settings
33
Implement the Velocify View Override
34
Create Additional Velocify Admins
35
Hide Encrypted Fields from Velocify Record History (Optional)
36
Installation Part Three: Set-up for Dialer (Optional)
37
Notes on Getting Started for Dialer Users
39
Establish their Dialer Phone Number and Caller ID
39
Record Voicemail
40
Local Presence
41
How to Add Local Presence
41
Installation Complete Checklist
42
Velocify for Salesforce Sandbox Smoke Test
43
Velocify Admin Settings
45
Set-up
45
Set Export Criteria
45
Copy Status
45
Synchronize Fields
45
Configure List Layout
45
Assign Licenses
45
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rator Use Only
Automation Engine
46
Distribution
46
The Distribution Table
46
Creating a New Distribution Program
47
Distribution Program Schedules
48
Distribution Program Lead Filters
48
Distribution Program User Filters
50
Prioritization
51
Priority Queue Scheduling
52
Priority Queue Lead Filtering
53
Adding the IsConverted Filter to Priority Queues
54
Status
55
Assigning a Milestone to a Status
56
Modifying Actions Available During Status
57
Actions
58
Conversion
59
Setting Lead Status upon Auto Conversion
59
Duplicate Management
60
Reconciliation
60
Duplicates
61
IsConverted Filter for Duplicate Programs
62
Auto Reconciliation of Duplicates
63
Users
64
Users
64
Groups
64
Local Presence
65
Aspects of Velocify Managed in Salesforce
68
Velocify View Override Setup
68
Custom Settings (Overriding the Velocify View Override)
68
Preventing Insufficient Privileges Message
69
Sales Console
70
Velocify Read-Only Permission Set
71
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rator Use Only
Assigning the Velocify Read-Only Permission Set
71
Allow Sync on Action Setting
72
Aggregating Other Data Points into Velocify Timeline
73
One-Click Email
74
How to set up One-Click Email
74
How to use One-Click Email
74
Maintaining Your Velocify for Salesforce Integration
75
Managing and Removing Velocify Licenses
75
How do I Un-Assign Velocify Licenses?
75
Display / Hide Filters on Standard View
77
Dialer Does Not Appear in Some Browser Tabs
77
Errors During Manual Conversion
78
Email Send Quota
79
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Velocify for Salesforce Basic Overview
Velocify for Salesforce operates within the Salesforce environment by modifying objects, records and – in some cases – creating new records for a client organization’s Salesforce account. This process is modeled on LeadManager,
but the key difference between LeadManager and Velocify for Salesforce is that Salesforce is the “system of record”
in the integration model. This means that ultimately, Velocify for Salesforce is merely an additional application (in
fact, likely one of many for a client) that operates within the client’s Salesforce environment, but does not have final
control over the objects or records it handles.
Because of this and the fact that clients will likely have other integrations that will operate contemporaneously with
Velocify, it is important that clients’ Salesforce Validation Rules on objects or applications do not conflict with the
required operations of Velocify. Velocify for Salesforce automates and streamlines the sales process through Velocify
Guided Selling, which is a series of tools and processes that result in increased sales productivity. Added to these
improved sales processes are reporting and data visualization that allows your organization to better understand the
sales process.
Additionally, Velocify offers the ability to either integrate existing dialer packages with Velocify for Salesforce or to
add Velocify’s Dial-IQ integrated telephony solution, which allows click-to-dial calling through Velocify.
The Velocify Guided Selling Process
Actions
At the center of Velocify’s Guided Selling system is the Velocify Action model. Actions progress a record through a
pre-defined set of statuses or stages, as well as allowing the automation of other functions through the Take Action
process. Simply put, taking an Action on a record updates the status or stage field on behalf of the user who took
the Action.
The following metadata is associated with Velocify Actions:
• Is Contact
• Is Contact Attempt
• Milestone
As noted in the Velocify for Salesforce Integration section, any Validation Rules that the client’s organization has running in Salesforce that conflict with Velocify Actions will prevent the intended operation of Velocify for the client. It
is therefore important at both installation and in ongoing usage of Velocify that the client be aware of how Validation
Rules can impact Velocify Actions
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Milestones
Another tool provided by Velocify for Salesforce is the ability to associate Milestones with Velocify Actions. A milestone is used broadly to define segmented points in a lead or opportunity’s lifecycle and specifically to trigger the
automatic conversion of leads to opportunities.
The automated conversion of leads into opportunities is an important (though optional) method in which your organization can improve sales performance through immediate performance of changes to the record upon reaching the
specified Milestone.
Note: when associating a Milestone with a Lead Status as the Conversion Milestone, it is important to also designate
that specific Lead Status as Converted in Salesforce.
Conversions
Velocify provides an option to automatically convert Leads to Opportunities based on Milestones that are defined by
certain Statuses. This can greatly enhance the speed with which organizations change their approach to Records
based on whether they are a Lead or an Opportunity.
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Velocify Priority View
Priority View in Velocify for Salesforce shows the top 100 prioritized leads and opportunities. It only displays
leads or opportunities that the user owns.
After retrieving the top 100 leads and opportunities from Velocify, Velocify for Salesforce filters out any leads
that have been converted, deleted, or that do not have a Velocify ID.
Note: It is recommended that priority programs involving Lead without explicitly including Status filer should
always include a filter that IsConvered != true or Object Type = Lead in order to ensure 100 leads returned
from Velocify are all displayed by Velocify for Salesforce.
It is not possible to have different Priority/Standard View layouts per user. These are set at an organizational
level by the system administrator at this time.
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Velocify Distribution and Prioritization
Velocify provides intelligent distribution of leads to organizations based on highly granular Distribution Programs that can be built using the Velocify Automation Engine. Patterns such as Round-Robin, Waterfall, and
other unique systems based on time, day, group or user can all be established and run simultaneously to
ensure that leads are directed to the best, available user.
Prioritization Programs in Velocify allow administrators to direct which Record profiles are of the most importance to contact versus other Records in the system. These programs can be based on Record Time Zone,
Status, or other metrics that will allow your organization to prioritize contact strategies around which Records
are most likely to respond to your Sales Team.
NOTE: All Prioritization Queues should include the IsConverted Filter. Information on creating this filter is
found in the section of this manual on Prioritization Queues.
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Velocify Record History Object
Velocify provides a single Velocify Record History entry for each Lead or Opportunity for the lifespan of the record.
This Object is a roll-up or cumulative log that tracks contact strategy, distribution, actions, and other information that is
relevant to the Guided Selling process. This information tracked by the Record History Object will carry over to Opportunity upon Conversion, and will add on to existing tracking.
The Owner of the Velocify Record History entry for each Lead/Opportunity will update to reflect owner of Lead/Opportunity.
• If currently a Lead, will update to Lead owner
• If currently an Opportunity, will update to an Opportunity owner
• Upon conversion, record history owner will be set to that of the Opportunity owner
• Sharing rules set for Velocify Record History object should reflect that of Lead/Opportunity, so that those with access
to a specific Lead/Opportunity record also have access to the corresponding Velocify Record History entry
Access to Velocify Record History
Access to the Record History Object is provided via Velocify Permission Sets.
• Velocify Admin, Velocify User, Velocify Read
• Specifically, Velocify Read gives read-only access to Velocify Record History entry for those not provided with a Velocify License
• Although Record History tracks historical information, such as Contacting User, Converting User, etc., this historical
information can only be accessed if the user attempting to view an entry has access to it based on his/her role, the
Velocify Record History record’s CURRENT owner, and the sharing rules set for
Velocify Record History.
Creating Reports from the Record History Object
Although Record History tracks historical information, such as Contacting User, Converting User, etc., this historical
information can only be accessed if the user attempting to view the report has access to it based on his/her role, the
Velocify Record History record’s CURRENT owner, and the sharing rules set for Velocify Record History.
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Velocify Timeline in Lead and Opportunity Details Page
The new Velocify Timeline feature provides a simple, chronological display of events related to a specific record in a
consistent fashion. The Timeline can also aggregate updates from other data points, such as upcoming events, marketing automation scores, etc. to ensure nothing is missed and the user is fully prepared for engagement.
As long as your organization has elected to use the Velocify VisualForce pages within Lead and Opportunity Details,
the Timeline will appear on those pages below the Velocify Actions menu.
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Velocify Timeline’s two tabs provides the following information:
History: Review a chronological listing of events, tasks, and other activities that have occurred for this record.
Upcoming: View a chronological listing of pending events, tasks, and other activities that are scheduled to occur for
this record. A clock icon will appear on the Upcoming tab if an event is scheduled to occur within the next 30 minutes.
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Details on Synchronization of Records with Velocify
Velocify for Salesforce makes changes to the Salesforce Lead and Salesforce Opportunity objects for a client’s organization. Because of this, an important process of Velocify for Salesforce is the continual synchronization of each
record’s status or stage with Velocify.
Please note the following on this process:
• This process works by Velocify for Salesforce making updates to the custom Velocify ID field on each Lead or Opportunity that is synchronized between Velocify and Salesforce.
• It is required that Velocify be able to make changes to the Velocify ID field attached to each record. If an existing
Validation Rule prevents this, the client cannot use Velocify for Salesforce unless the Validation Rule is bypassed.
• tThis change will be made by Velocify for Salesforce on behalf of the Velocify Primary Administrator.
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Details on Synchronized Fields
Velocify recommends only synchronizing fields with Velocify for Salesforce that will be needed for the Guided Selling process, Distribution or Prioritization. This will help to make Velocify’s processes as efficient as possible.
For fields that have been synced, Velocify will attempt to update the field’s value with Velocify. If the value is not supported by the datatype that is set for that field in Velocify, data synchronization will fail.
Formula fields on Lead and Opportunity records can be synced with Velocify as long as they are computed using only
fields from that same object. If they are computed using fields from a related object, the value cannot sync with Velocify. This is because since in Salesforce, these are computed dynamically, rather than being a static value that is actually stored on the object.
Fields Synchronized with Velocify
The following Salesforce fields are synced with Velocify for purposes of Prioritization and Distribution:
• Lead: ID
• Opportunity: ID
• <Object Type>
• (Lead or Opportunity)
• Lead: Lead Status
• Opportunity: Stage
• Lead: Owner
• Opportunity: Owner
• Lead: Phone
• Opportunity: Velocify Phone
• Custom)
• Lead: Velocify ID
• (Custom)
• Opportunity: Velocify ID
• (Custom)
• <Lead/Opportunity Owner Profile ID>
• (Profile ID of Lead/Opportunity Owner)
• <Lead/Opportunity Owner Role>
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Security Overview
Velocify uses industry-standard API security features to ensure that data transferred between Velocify and Salesforce
is handled in a safe manner.
What Security Methods Does Velocify for Salesforce Utilize?
The Velocify API is a RESTful API that communicates over HTTPS using OAuth 2.0. For more information on OAuth 2.0
and the Salesforce API, see the documentation below.
• OAuth 2.0 specifications: http://tools.ietf.org/pdf/rfc6749.pdf
• Salesforce API security: http://www.salesforce.com/us/developer/docs/api/Content/sforce_api_concepts_security.
htm
What Salesforce Fields are Synced with the Velocify App?
The following standard fields are securely synced with the Velocify app using OAuth 2.0.
• Lead: ID
• Opportunity: ID
• Lead: Status
• Opportunity: Stage
• Lead: Owner
• Opportunity: Owner
• Lead: Phone
• Opportunity: Velocify Phone (Custom)
• <Object Type> Lead or Opportunity
• <Lead/Opportunity Owner Profile ID> (Profile ID of Lead/Opportunity Owner)
• <Lead/Opportunity Owner Role> (Role Name of Lead/Opportunity Owner)
• <Lead/Opportunity Field>
How is Data Security Handled if an Organization Syncs its Custom Fields with the Velocify App?
If an organization syncs any custom fields with Velocify, data transfers will be securely managed using OAuth 2.0.
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Salesforce Validation Rules and Velocify for Salesforce
In order for Velocify for Salesforce to operate as intended, it is necessary that it be allowed within an organization’s
Salesforce environment to make changes to objects. Most important among these are changes to the Salesforce
Lead, Salesforce Opportunity and Salesforce Activity objects, though as the Velocify for Salesforce program expands
over time, it is expected that this list will grow.
Many organizations that use Salesforce have what are called Validation Rules built within Salesforce on a variety of objects that either prevent certain amendments to the object or allow only amendments to be made through the Validation Rule. Because of this, Validation Rules that exist on objects required by Velocify for Salesforce can interfere with
the proper functioning of Velocify, causing either failure of certain processes or wholesale inoperability.
As such, it is important that during discovery, all existing Validation Rules on objects used by Velocify are identified and their impact on the Velocify program be considered before installation.
Finally, if a client introduces new Required Field validations on existing fields or an additional Validation Rule on an
object used by Velocify after Velocify for Salesforce has been put into production for the client’s organization without
contemporaneously addressing how this might impact Velocify operation, it can cause application errors.
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Pre-Installation Considerations
Before starting the integration of Velocify for Salesforce into your Salesforce environment, Velocify recommends that
you and your administrative team take some time to consider the intended functionality of Velocify for your organization, as this will help in creating an effective installation.
Prior to installation, please take some time to review the following:
Sales Team Daily Operations
• How does the Sales Team for the organization intend to use Velocify for Salesforce
• What are the Sales Team’s goals for Velocify?
• What terminology does the Sales Team use for certain types of Lead Statuses and Opportunity Stages?
• What is the Sales Team’s most current contact strategy?
• What roles do various members of the Sales Team play internally (ie team leads, administrators, managers, groups,
etc.)
Proposed Workflow and Email Strategy
• What statuses and stages will be utilized from the Salesforce Environment in Velocify for Salesforce?
• What Actions will be defined within the Velocify environment for progressing leads and opportunities through the
sales process
• Will Milestones be used by your organization?
• If Conversions are utilized, will they be automated or manual? At what Milestone will Conversion occur
• At what points in the sales process will automation of email be utilized and what content will be distributed at those
points?
Lead Import Model
Velocify supports all mechanisms/tools for getting Leads/Opportunities into Salesforce, except the aging Lead Import
and Opportunity Import Tools. As a result of their legacy status, these tools produce inconsistent results for the Velocify application. Velocify recommends using any of the following tools, instead:
• Web-To-Lead From
• Salesforce API
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• Data Loader (Desktop Client)
• Data Import Wizard
• Manual record creation (UI)
Velocify ID field must be editable by Velocify for Salesforce to sync records with Velocify; ensure Validation Rules
won’t prevent this
Lead / Opportunity Assignment Rules
To leverage Velocify Distribution, it is recommended an Assignment Rule is created to assign new Leads/Opportunities that are intended to be distributed by Velocify to a Salesforce Queue designated for Velocify for Salesforce
• This queue will be used in filters for Velocify Distribution programs
• Add users to this Queue if you would like Pull-based Distributed (standard SFDC functionality)
• For push/round-robin ONLY, DO NOT add any users to this queue
• Velocify will push all Leads/Opportunities in this designated queue
• To avoid any potential ownership conflicts, disable any other workflow rules that may change ownership of Leads/
Opportunities that are designated to be distributed by Velocify
• To avoid any potential ownership conflicts, disable any other Assignment Rules, other than the one assigning to Velocify’s designated queue as noted above, for Leads/Opportunities that are intended to be distributed by Velocify
Review Validation R aules Used by Other Packages
Other packages utilized by an organization’s Salesforce environment may have Validation Rules that interfere with Velocify’s ability to make changes to certain objects. It is important to identify these conflicts during configuration so that
these Validation Rules can be bypassed.
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Pre-Installation Checklist
Before starting Installation, please have the following ready or completed as necessary:
• Received both the Sandbox and Production login information for your Velocify for Salesforce account from Velocify.
• Established the Primary Administrator (completed during the purchase of Velocify for Salesforce).
• Reviewed the fields and statuses that you wish to synchronize with Velocify for Salesforce.
• Attended to any Validation Rules that may conflict with fields and processes required by Velocify for Salesforce.
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Installation Part One: App Exchange and Velocify Package
Primary Administrator Login
The Primary Administrator should log in to Salesforce using the username attached to the Primary Administrator’s account prior to starting the following steps.
Download Velocify for Salesforce from the App Exchange
Once you have purchased Velocify for Salesforce and received your initial login information from Velocify (which in-
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Install the Velocify for Salesforce Package of Components
To install Velocify for Salesforce, you will be asked to verify that you wish to create the series of components that
comprise the Velocify package. Select Continue to proceed with this process. You will be asked to acknowledge that
Velocify and Salesforce will share information before this step is complete.
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Approve Package API Access
Once you have approved third-party access, you will be asked to approve the Velocify for Salesforce package’s API
access. Select Next to continue when finished reviewing this page.
Choose Security Level
After approving API access for Velocify for Salesforce, you will be prompted to select what user types in your organization will initially be granted access to Velocify.
It is recommended that you initially select Grant Access to Admins Only, as you will be able to add your licensed
users during the Velocify-portion of the setup process. This will insure that administrative-level controls are
received in the initial deployment System Administrators.
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Install the Package
You will be prompted to confirm that you are ready to install. Complete this step by selecting Install.
Install the Package
You will then be brought to the Processing screen. As indicated, you will receive an email indicating that the install
process is complete.
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Verify Installation of Velocify for Salesforce Package
Once you have received the Installation Successful email from Salesforce, review the Installed Packages page within
Salesforce to verify that the Velocify for Salesforce is completely installed.
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Installation Part Two: Initial Setup
After installation is complete, it will be necessary to complete a series of setup steps that are outlined here in order to
begin using Velocify for Salesforce. Following each of these steps will ensure that Velocify operates as intended on
day one of usage for your organization.
Using the application drop-down menu on the top-right of your screen, select Velocify.
One of the first changes you will notice is that your Salesforce environment will now present both Velocify and
Velocify Admin tabs. Select the Velocify Admin tab to go to the initial setup screen.
These tabs can also be added to any of your organization’s Salesforce applications, as well as the default Salesforce
Sales app.
When ready, select Start Setup to begin the setup process.
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Velocify for Salesforce Setup Steps
Sign In to Velocify for Salesforce
The first step of the setup process is to sign in to Velocify using either the Production or Sandbox Login that you received from Velocify, depending on the type of installation you wish to create.
Allow Velocify Access t
The next screen will prompt you to allow Velocify to access your organization’s Salesforce data. Select Allow to continue.
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Follow Velocify’s Online Guided Setup Process
Next, you will follow the on-screen instructions for the following steps:
Step 1: Select Export Criteria
This step walks you through the process of identifying which leads and opportunities in your Salesforce environment
to manage using Velocify for Salesforce.
Next, you will follow the on-screen instructions for the following steps:
Step 1: Select Export Criteria
This step walks you through the process of identifying which leads and opportunities in your Salesforce environment
to manage using Velocify for Salesforce.
Step 2: Copy Status
The Copy Status step allows you to select the Lead Statuses and Opportunity Stages that you wish to use within Velocify.
Step 3: Select Fields to Synchronize
This step provides with you an opportunity to select the fields your organization uses in Salesforce that you would like
to track within Velocify for Salesforce.
Step 4: Configure List Layout
Velocify for Salesforce is centered on our unique optimized List View. This step allows you to select which of the synchronized fields from Step 3 will be shown in List View, as well as in what order they will be displayed.
Step 5: Assign Licenses
In the final step of setup, select the users within your organization to whom you would like to assign Velocify licenses.
This will create a user-level Velocify account for each user with user-level permissions only. This will also assign to the
selected users the Velocify User Permission Set, which is needed to enable Velocify for Salesforce functionality within
Salesforce.
Please note that only active Salesforce user accounts can be assigned a license in Velocify. Once a user has been assigned a Velocify license, amending a user’s Status in Salesforce to inactive or to active will automatically update their
Status within Velocify.
`
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Verify Creation of Velocify Users
Once the online guided setup process is complete, you can verify that your organization’s users were given Velocify
Licenses and established as users within Velocify by going to the Velocify Admin tab, then selecting Users.
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Salesforce Setup Steps
Establish Validation Rules
Velocify provides optimized Distribution, Prioritization and Guided Selling for leads and opportunities. To ensure best
results, it is strongly recommended that users have no ability to manually edit Lead Status and Opportunity Stage, so
that Velocify can automate workflow.
To implement this best practice, Velocify provides a custom Validation Rule, which can be implemented for your entire organization, specific users, or specific profiles through the Custom Settings page under Status Permissions.
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Modify Page Layouts
In order to use the Velocify feature set with User, Lead, and Opportunity objects, the following Page Layouts need to
be modified to include the Velocify VisualForce Page component:
• User
• Lead
• Opportunity
NOTE: It is important that you modify all Lead, Opportunity and User Page Layouts used by your organization’s assigned Velocify users to include the Velocify VisualForce pages.
To modify these page layouts, access the User, Lead, and Opportunity Page Layout settings in Salesforce.
For each of these Page Layouts, Velocify provides an example layout to assist in implementation. It is recommended, however, that you modify your existing layouts by adding a section to contain the Velocify VisualForce pages.
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For organizations that have other applications that are utilized from the Lead or Opportunity Detail pages, it
is possible to use the Velocify Record Detail Settings found in Custom Settings to ignore the Velocify View
Override for select Users, Roles, or Profiles.
• Since View Overrides in Salesforce apply to an entire org, this Custom Setting provides clients the ability
to select User, Roles, or Profiles that will ignore the Velocify View Override, and leverage either a different
override via URL, or the default out-of-box Salesforce Lead/Opportunity Details views.
• Using Custom Settings in Salesforce, select Velocify Record Detail Settings.
• Select New.
• Using the checkboxes, user selection tools and URL fields, build an override for some or all users that will
send these users to the appropriate location for lead or opportunity details.
o NOTE: not specifying a URL will take the user to the Salesforce default Details View
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Lead and Opportunity Page Layout
To modify the Lead and Opportunity Page Layouts, add a Section to contain the Velocify Lead and the Velocify Opportunity VisualForce element to the Lead and Opportunity pages, respectively. Be sure to add this element to both
Lead and Opportunity Page Layouts.
Additionally, Velocify recommends that the Velocify Milestone field be included in the client’s Lead and Opportunity
Details pages. This will help provide information important to Velocify’s Guided Selling process.
(NOTE: Clients should not add a similarly named, but different field named the Velocify Milestone ID field.)
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User Page Layout
Modifications to the User Page Layout is only required if your organization has purchased or intends to purchase the
Velocify Dial-IQ system.
To modify the User Page Layout, add a Section to contain the Velocify Dial-IQ Settings VisualForce page.
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Create New Remote Site Settings
During the Setup phase of installation, it is necessary to create a new Remote Site Setting that ‘White Lists’ the client’s
organization’s Salesforce environment as a safe site for sharing information.
To do this:
• In Salesforce Setup, find Remote Site Settings
• Select New Remote Site
• Copy the URL in the client’s browser and paste it into the URL field
• Give the Remote Site Setting a name related to the client’s organization
• Select Save
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Implement the Velocify View Override
For optimal integration of Velocify with your organization’s Salesforce environment, Velocify recommends using the
Velocify View Override be implemented on both the Lead and Opportunity Details pages.
If this has the potential to cause conflict, it is possible to customize these settings in using the Velocify View Override
Details section in the Velocify for Salesforce: Configuration Guide.
To implement the Velocify View Override, follow these steps:
• Go to Leads/Opportunities
• Select Buttons, Links, and Actions
• Select View
• Follow steps to implement the Velocify View Override with the following Velocify VisualForce pages
o Lead: Velocify Lead Detail Override
o Opportunity: Velocify Opportunity Detail Override
o NOTE: Implementing the Velocify View Override will not impact the client’s current Page Layouts or their
.................assignments. The Velocify View Override will respect the client’s settings
• All users within the organization (both Velocify and non-Velocify users) must be given permissions to view the Velocify View Detail Override VisualForce pages via either the Velocify Admin, Velocify User, or Velocify Read-Only Permission Set
o Alternatively, an organization can grant access to these Velocify Override VisualForce pages via existing
.................Profiles or Permission Sets
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Create Additional Velocify Admins
Velocify Administrative features can be enabled for a specific user by assigning the Velocify Admin permission set to
any of your organization’s licensed Velocify users.
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Hide Encrypted Fields from Velocify Record History (Optional)
If your organization uses encrypted fields and you wish to hide these fields from Velocify Record History reporting,
please follow these steps:
• In Salesforce Setup, select Custom Settings
• Select Field History Visibility
• Select Manage
• Select New
• Enter the field’s API Name following the format: ObjectName.FieldName
• Lead.SSN__c in this example
• Select Save
• Record History for the selected field will no longer appear on the Velocify Timeline
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Installation Part Three: Set-up for Dial-IQ (Optional)
If your organization has purchased licenses to utilize the telephony solutions offered by Velocify’s Dial-IQ feature, it will
be necessary to add the Dial-IQ feature and activate it for those users who will be assigned a Dial-IQ license.
First, go to Call Centers in Salesforce settings and select Velocify Call Center Adaptor.
From the Velocify Call Center Adaptor details page, select the Manage Users button.
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Use the filters and tools available in the Manage Users screen to select the users you wish to have access to Dial-IQ.
Once these have been chosen, select Add to Call Center. This screen can also be used to remove Dial-IQ access for
some users.
Finally, activate Dial-IQ for the users by returning to the Velocify Admin tab, accessing the Users section, and selecting the links in the Dial-IQ column.
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Notes on Getting Started for Dial-IQ Users
After you have activated your organization’s assigned users for Dial-IQ, each user will need to input their Dial-IQ
Phone Number and Dial-IQ Caller ID in order to use Dial-IQ.
This topic is covered in the Getting Started – User Guide in more detail, which Velocify recommends that each user
review prior to using Velocify for Salesforce.
As an overview of this process, each user should:
some users.
Establish their Dial-IQ Phone Number and Caller ID
• Enter their profile setting page
• If they have been assigned a Dial-IQ license and the Velocify Dial-IQ Settings VisualForce page has been added to
...their User object, they will see the following option to Edit Velocify Settings
• Selecting Edit Velocify Settings will open the following screen
• The User should input the phone number they wish to receive calls on into the Dial-IQ Phone field
• The User should input the phone number they wish to appear as their Caller ID into the Dial-IQ Caller ID field
• Please note that if the user’s Dial-IQ Phone field is a mobile phone number, the Dial-IQ Caller ID field should .................be set to a phone number that is different than the Dial-IQ Phone number, as some mobile carriers do not
.................support this function..ality.
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Local Presence
Local Presence provides organizations the opportunity to increase their contact rate with leads and opportunities with
a click of a button. Built on Velocify’s integrated dialer, Local Presence allows organizations to present a geographically similar area code as the Caller ID when making calls through Velocify’s integrated dialer. With many studies
showing that this can result in an improvement in contact rate by about 30% or more, this feature is a critical benefit to
any organization that makes frequent calls to contacts throughout the country.
How to Add Local Presence
Your organization will need to use Velocify’s integrated dialer system in order to utilize Local Presence. To add Local
Presence to your organization’s Velocify for Salesforce package, please contact Velocify via
[email protected].
Once your organization adds Local Presence to your Velocify for Salesforce environment, your organization will be
provisioned with unique phone numbers for each area code in the United States.
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Record Voicemail
Dial-IQ provides the ability to deliver a pre-recorded voicemail. This voicemail is recorded and edited in the Velocify
Dial-IQ VisualForce page, to the right of the Dial-IQ Phone and Dial-IQ Caller ID fields.
To record a Voicemail:
• Select the Record button
• Dial-IQ will call the user’s phone using the number in the Dial-IQ Phone field. If no number has been input into this
field, the Record operation will fail.
• The user should answer the call and speak clearly into the phone to record their message. Once the user ends the
call, the message will be saved and the screen will update to show the Voicemail playback widget.
To Re-Record a Voicemail:
• Select the Re-Record button and follow the steps outlined for recording a voicemail.
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Installation Complete Checklist
Congratulations. Your organization is ready to accelerate your sales performance using Velocify now that installation
and setup are complete. Before you begin using Velocify, please be certain that you have:To record a Voicemail:
• Verified that Users were created in the Assign Licenses step
• Used Custom Settings to ensure that users cannot manually change Lead Status or Opportunity Stage
• Modified User, Lead, and Opportunity Page Layouts to include the Velocify Visual Force element
• Assigned Velocify Admin permissions to the appropriate members of your team
• Assign the Velocify Read Permission Set users in your organization who do not have Velocify licenses
• Added the IsConverted filter to DeDuplication and Prioritization Programs
• If your organization has Dialer licenses, setup Dialer by adding the Velocify Call Center Adaptor in Salesforce settings
`.and activating the user’s Dialer feature in Velocify Admin
• Established Remote Site Settings
• If your organization has encrypted fields, hidden encrypted fields from Velocify Record History
• If your organization has Velocify Dialer licenses, that users who have been assigned these licenses establish their ...Dialer Phone Number and Dialer Caller ID, as well as their recorded Voicemails for Dialer
• If your organization is using the Velocify Dialer and has integrated Local Presence, requested the provisioning of
Local Presence phone numbers from Velocify
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Velocify for Salesforce Sandbox Smoke Test
Velocify recommends that all organizations initially test Velocify for Salesforce in Salesforce Sandbox. The following
chart provides a list of general items that organizations should test in Sandbox to verify a good integration of Velocify
with Salesforce.
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Velocify Admin Settings
The Set-Up page provides tools to automatically integrate Velocify for Salesforce with Salesforce.
Set Export Criteria
Use this screen to manage the criteria that will define which leads are assigned a Velocify ID and thus become available within Velocify for Guided Selling.
Copy Status
This screen provides tools to import Statuses used in the client’s Salesforce environment into the client’s Velocify for
Salesforce environment. When Statuses are changed in Salesforce, they can be updated here.
Synchronize Fields
Admins can use this screen to synchronize the fields that are available between the client’s organization’s Velocify and
Salesforce environments.
Configure List Layout
This page provides a series of tools to amend what data fields are shown (and in what order) in the client’s Velocify List
View. Individual views can be created for when clients are viewing Leads, Opportunities or both types of Records at
once.
Assign Licenses
This page provides an interface to quickly assign and manage the organization’s users who have been assigned a
Velocify license.
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Automation Engine
Distribution
The Distribution section of the Automation Engine provides the ability to build distribution programs for leads and opportunities. These distribution programs are what Velocify uses to progressively disseminate leads and opportunities
for contact to the various licensed Velocify users within an organization.
An organization can have numerous distribution programs, which are ordered on this screen in the sequence in which
the client wishes to have each distribution method attempted by Velocify.
Once a new Distribution is created, it can be scheduled to run in up to three shifts, each with its own time range and
day-of-week options. Additionally, each distribution program can be filtered so that only specific leads that meet filter
criteria are distributed. One other feature possible in distribution programs is the ability to filter the client’s user who
will receive leads from this distribution program.
The Distribution Table
Add New Program
This function allows an administrator to add a new distribution program.
View: (All Programs / Enabled Programs / Disabled Programs)
The View: dropdown provides an administrator the opportunity to sort the distribution programs shown on this page to
the options shown in the menu.
Table Sort
The blue and yellow arrows on the far left of the table are used to organize the hierarchy of distribution programs that
Velocify will utilize in attempting to distribute a lead or opportunity to users within the organization.
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Options
• Logs provides the ability to distribute a log of the distribution program’s lead and opportunity distribution record to
either excel or to text
• Edit enables the administrator to modify the existing distribution program
• Copy can be used to quickly create distribution programs that are similar to existing programs
• Delete allows for the maintenance of clean distribution hierarchy by providing for the removal of defunct programs.
Creating a New Distribution Program
Selecting Add New Program from the Distribution Table will open the following screen:
Title
Use this field to create a unique name for the distribution program, so that it is easily identified by the administrator in
future reviews of distribution hierarchy.
Distribution Method
Use this dropdown to select the method by which leads and opportunities will be distributed to users.
Enabled
Enables / disables the distribution program.
Recycle Leads
This option and its associated timer are used to redistribute leads or opportunities to other users once the lead or
opportunity has exceeded the timer as established by the administrator. This is useful in ensuring that leads are not
wasted by absent or inefficient users.
Automatic Status Change and Triggers upon Distribution
This feature uses an automated process to tie the distribution of a lead to a change in status. Select the status that the
lead should enter once distribution occurs.
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Distribution Program Schedules
The Schedule feature that is available for each Distribution Program allows a client to develop a unique schedule for
each day of the week. Up to three time settings can be used for each day (known as Shifts).
Schedule: This field shows the currently selected schedules for each day of the week.
Day: Use this field to assign specific days on which the Distribution Program should run by using the Shift fields to the
right of the Day column.
Shift 1 / Shift 2 / Shift 3: Use these options to assign up to three separate run schedules for each day on which the
selected Distribution Program should run. To assign the program to run all day, set Start Time and End Time to 12:00
AM and 11:59 PM.
Options:
• Clear: Clears all settings currently assigned to the specific day for which the Clear function is used.
• Copy To All: Use this function to copy one specific day’s schedules to all days of the week.
Distribution Program Lead Filters
The Lead Filters settings for each Distribution Program can be used to determine which leads are included for distribution.
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Column: Select a system field to use as a basis for developing a filter criteria.
Operator: Determine means by which the filter criteria will look at the values proposed by the system field. For example, operators such as “Equal to”, “Contains”, and “is Status” are available.
Value: After selecting an Operator, the Value field will provide either a drop-down menu of choices related to the Operator and System Field, or a blank field, depending on the selections made.
Add Filter: Use this to add the new filter once settings are established.
Current Filters: Shows the list of filters currently in use on this Distribution Program. From this table, a Lead Filter can
either be edited or deleted.
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Distribution Program User Filters
The User Filter feature allows a client to develop filters for users individually or by group for each Distribution Program. This provides fine-tuning on the quantity of leads by time range or specific lead types that are distributed users
or groups.
User Filter Table: The User Filter Table shows all groups and users available to this Distribution Program. This table
can be searched using the Search Users or Groups tool at the top right of the table.
Receiving Leads (All Programs): Displays whether the user or the group is currently receiving leads from all Distribution Programs.
Max Leads: These settings can be used to determine how many leads a user or a group receive within a time frame
based on minutes, days or the calendar month.
Filters: The Filters settings can be used to determine which types of leads based on a variety of System Fields will be
distributed to the user or the group.
Copy User Maximums and Filters from Another Program: This tool can be used to apply the settings on User Filters
established for another Distribution Program to this Distribution Program.
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Prioritization
The Prioritization page under the Velocify Admin tab is where clients develop the methodology by which leads and
opportunities will be organized in Velocify Priority View. Leads that meet the criteria of the highest-ranking Prioritization program will immediately be placed at the top of the Priority View list, while leads from programs that rank lower in
this Prioritization schedule will be placed in corresponding order further down in Priority View.
Note: All Prioritization programs should include an IsConverted Filter to ensure correct functioning of the Priority View.
For information on building this filter, please see Priority Queue Lead Filtering.
Prioritization Table: This is where clients determine the order of Prioritization Programs so that leads and opportunities are placed in a prioritized order in Priority View.
• The Priority column allows the user to quickly raise or lower each Prioritization Queue in the Prioritization order. This
sets how Velocify will look at each lead within the context of the Priority View. Leads that match criteria in the highest-ranked Priority Queue will be placed at the top of the Priority View, those that meet the second highest-ranked
Priority Queue will be placed next in the Priority View, and so on.
• Enabled displays whether the Priority Queue is currently in use for Priority View. This link can be used to enable or
disable any Priority Queue.
• Options:
• Edit opens the Priority Queue settings for editing.
• Copy allows for quick creation of new Priority Queues based on existing ones.
• Delete removes the existing queue permanently from the list.
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Priority Queue Scheduling
The Schedule options for each Prioritization Queue provide a level of fine-control over usage of Prioritity Queues.
Each Priority Queue can be set to run for three different time periods (known as Shifts), each one unique to each day
of the week.
Schedule: This field shows the currently selected schedules for each day of the week.
Day: Use this field to assign specific days on which the Priority Queue should be utilized in assigning leads to Priority
View by using the Shift fields to the right of the Day column.
Shift 1 / Shift 2 / Shift 3: Use these options to assign up to three separate run schedules for each day on which the
Priority Queue should be utilized in assigning leads to the Priority View. To assign the program to run all day, set Start
Time and End Time to 12:00 AM and 11:59 PM.
Options:
• Clear: Clears all settings currently assigned to the specific day for which the Clear function is used.
• Copy To All: Use this function to copy one specific day’s schedules to all days of the week.
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Priority Queue Lead Filtering
Lead Filters options provide control over which leads will be selected by the specified Priority Queue.
Column: Select a system field to use as a basis for developing a filter criteria.
Operator: Determine means by which the filter criteria will look at the values proposed by the system field. For example, operators such as “Equal to”, “Contains”, and “is Status” are available.
Value: After selecting an Operator, the Value field will provide either a drop-down menu of choices related to the Operator and System Field, or a blank field, depending on the selections made.
Add Filter: Use this to add the new filter once settings are established.
Current Filters: Shows the list of filters currently in use on this Priority Queue. From this table, a Lead Filter can either
be edited or deleted.
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Adding the IsConverted Filter to Priority Queues
An important addition to all Priority Programs is to include the IsConverted filter. This filter ensures that Prioritization
Programs pull leads (and not other record types) for the Priority View.
• From the Prioriization Program’s Add/Edit page for each Prioritization Program, open the Lead Filters tab.
• Using the filter tools, create the following setup:
o Column : IsConverted
o Operator : Equal To
o Value : (unchecked)
• Verify that the filter has been added as shown below.
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Status
The Status page under Velocify Admin allows for the creation, editing, organization and tracking of Statuses utilized in Velocify for Salesforce.
• Sort allows for control of the order in which Statuses will appear in menus that provide a list of statuses, as well as
the default order for reporting of Statuses.
• Name is the name of assigned name for each Status utilized by your organization in Velocify for Salesforce.
• Milestone represents the Velocify Milestone associated with the Status. When a lead or opportunity is first advanced
to the Status, the lead or opportunity will be advanced to the listed Milestone (unless the lead or opportunity is already
at that Milestone).
• Options:
• Actions is where the list of available Actions at each Status is controlled. This allows fine-tuning of which ................Actions will be available to be taken when a lead or opportunity is at the specified Status.
• Edit opens the Status to editing
• Delete permanently removes the specified Status from the available Statuses in Velocify for Salesforce. Note
................that records that are currently at the existing status will retain their Status until they are advanced to another
................Status or Closed.
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Assigning a Milestone to a Status
Admins can assign an existing Milestone to a Status by opening the Status to editing from the Status page. Utilize the
drop down menu available in the Add/Edit Status page to choose an existing Milestone to assign to the Status. Once
assigned, records that are assigned the specified Status will be advanced to the selected Milestone.`
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Modifying Actions Available During Statuss
The Actions screen that is available for each Status (accessed from the Status page) provides a means of modifying
the Actions that are available to be taken on a Record when that Record is in the specified Status.
This is useful in preventing dead-ends, mistakes or inconsistent life-cycles for Records, as well as in making the automation of the sales process more efficient.
Available Actions shows the list of Actions that are currently active and available to be added to the list of Actions that
can be taken when a Record is in the specified Status.
Actions in Status {Name of Status} provides a list of the Actions that have been assigned to the specified Status.
These Actions will be available to be taken when a Record is in the specified Status.
Up / Down: change the hierarchy of Actions available to be taken when a Record is in the specified Status. Best practice is to place the most commonly utilized Actions near the top of this list.
Add/Remove: Use these functions to assign and remove Actions from the list of available Actions to Records in the
specified Status.
Trigger Status Change: Use this setting to assign an automatic change in Status when an Action is taken from this list
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Actions
The Actions page is where admins can create and manage the Actions available in the organization’s Velocify for
Salesforce environment.
Add New Action: Use this function to create a new Action for the organization.
Title: The name of the Action.
Comment Required: Whether a user who takes this Action will be required to add notes / comments before the Action
can be submitted.
Contact Attempt: Whether this Action qualifies for reporting as a Contact Attempt.
Contact: Whether this Action qualifies for reporting as Contact with the Record.
Milestone: Whether this Action will advance the Record to the specified Milestone. If the Record is already at the
specified Milestone, no change in Milestone will occur.
Redistribute Lead (Program): Indicates whether taking this Action will result in the Record being redistributed through
an assigned Distribution Program to another Velocify user.
Options:
• Edit opens the Action for editing.
• Delete removes the Action from the list of available Actions.
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Conversion
The Conversion page provides a series of tools to manage how Conversions are handled in the client’s Velocify for
Salesforce environment. An organization can turn-off Conversions for the entire organization from this screen, as well
as choose whether Conversions are handled automatically by Velocify or manually by the organization’s users.
Setting Lead Status upon Auto Conversion
Salesforce allows organizations to designate one or more Lead Status values as the Converted Status, which will be
used to set the final status for a Lead upon conversion to an Opportunity.
With Velocify for Salesforce (if auto-convert is utilized) upon auto-convert, Velocify will set the Lead to one of the statuses designated as Converted at random. Therefore, Velocify recommends that if Auto-Convert is leveraged, clients
should only designate a single Lead Status as the Converted Status
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Duplicate Management
Reconciliation
The Reconciliation screen provides a series of filtering tools that allows an Admin to reconcile duplicates in records
that are assigned a Velocify ID.
For commonly used Reconciliation filter settings, admins should create a saved version of these filters using the Duplication screen. Once created, these settings can be quickly applied using the Duplication Programs drop-down menu
on the top bar of the Reconciliation table.
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Duplicates
The Duplicates page allows an admin to create a set of filters for reconciling Duplicates that will – if enabled – automatically reconcile identified duplicates. Additionally, reports can be quickly run based on these Duplicate programs
from the Reconciliation page.
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IsConverted Filter for Duplicate Programs
All duplicate programs that interact with converted leads should include the following filter to ensure proper
functionality:
• From the DeDuplication Program’s Add/Edit page for each DeDuplication program, open the What are the rules for
...identifying duplicates tab.
• Using the filter tools at the bottom of the tab, create the following setup:
o Column : IsConverted
o Operator : Equal To
o Value : (unchecked)
• Verify that the filter has been added as shown below.
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Auto Reconciliation of Duplicates
In addition to other options for filtering and identifying duplicates that are available when adding or editing a Duplicate
program, the following options are available for the reconciliation process (how the system will handle duplicates that
are identified by an enabled Duplicate program):
If Multiple Duplicates Are Identified:
• Match with NEWEST Existing Lead: Velocify will give priority to the newest lead received by the system and discard
conflicting data so that data on the newest of the duplicates is retained.
• Match with OLDEST Existing Lead: Velocify will give priority to the oldest lead received by the system and discard
conflicting data so that data on the oldest of the duplicates is retained.
• Manually Reconcile: Velocify will not make any changes to the duplicates and leave reconciliation to be completed
by an administrator.
Which Lead Will Be Selected as the Parent: For purposes of helping to sort and report the duplicates, these options
determine how the duplicates will be shown on-screen; either with the Incoming Lead as the parent or with the Existing Lead as the parent.
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Users
The Users page shows a list of all currently licensed Velocify users and pertinent information related to each user,
such as whether they are currently receiving leads, their license status and roles.
Note that user licenses and permissions are not managed from this page.
Groups
This page shows the Velocify Groups that have been created by the organization, as well as tools to create new groups
and to manage existing ones.
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Local Presence
After you have added Local Presence to your Velocify for Salesforce Dialer package (see installation), tools to manage
Local Presence can be accessed under Velocify Admin in the Dialer tab.
From the Local Presence page, you can manage the following settings:
• Enable / Disable Local Presence: Use this setting to determine whether all licensed Velocify users in your
...organization will have Local Presence enabled or disabled for calls placed through Velocify one-click dialing.
• Company Forwarding Number: When calls are placed to Local Presence phone numbers that represent your
...company, this is the phone number that Velocify will forward these calls to so that they can be answered by your
...organization.
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View Provisioned Numbers
Use this link to view the numbers assigned to your organization for calls placed through Local Presence.
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Local Presence Usage
Once Local Presence is activated by your organization, licensed Velocify users placing calls through the Velocify Dialer
will see the Local Presence symbol in the left of the Caller ID field when Local Presence is in use. The phone number
presented in the Dialer Caller ID represents the user’s Local Presence Caller ID as it will show to the call recipient.
If Local Presence is unable to identify a geographically near phone number to the area code when placing a call,
Velocify will default to using the user’s individual Caller ID. This will be represented by a headset in the Caller ID field
and display of the user’s Caller ID in the Caller ID field.
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Aspects of Velocify Managed in Salesforce
Velocify View Override Setup
View Override can be implemented by following these steps:
• Go to Leads/Opportunities
• Select Buttons, Links, and Actions
• Select View
• Follow steps to implement the Velocify View Override with the following Velocify VisualForce pages
o Lead: Velocify Lead Detail Override
o Opportunity: Velocify Opportunity Detail Override
o NOTE: Implementing the Velocify View Override will not impact the client’s current Page Layouts or their
assignments. The Velocify View Override will respect the client’s settings.
• All users within the organization (both Velocify and non-Velocify users) must be given permissions to view the Velocify View Detail Override VisualForce pages via either the Velocify Admin, Velocify User, or Velocify Read-Only Permission Set.
o Alternatively, an organization can grant access to these Velocify Override VisualForce pages via existing
Profiles or Permission Sets
• Best practice is now that clients should choose the Velocify Lead Detail Override and the Velocify Opportunity Detail
Override as View Overrides for Lead and Opportunity during installation of the VisualForce pages. Without applying
the View Overrides, Velocify will be forced to refresh the Details pages upon taking of an Action, in order to properly
reflect the Status/Stage change for the record.
For organizations that have other applications that are utilized from the Lead or Opportunity Detail pages, it is possible
to use the Velocify Record Detail Settings found in Custom Settings to ignore the Velocify View Override for select
Users, Roles, or Profiles.
• Since View Overrides in Salesforce apply to an entire org, this Custom Setting provides clients the ability to select
User, Roles, or Profiles that will ignore the Velocify View Override, and leverage either a different override via URL, or
the default out-of-box Salesforce Lead/Opportunity Details views.
•Using Custom Settings in Salesforce, select Velocify Record Detail Settings.
•Select New.
• Using the checkboxes, user selection tools and URL fields, build an override for some or all users that will send these
users to the appropriate location for lead or opportunity details.
o NOTE: not specifying a URL will take the user to the Salesforce default Details View
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Preventing Insufficient Privileges Message
If your organization has chosen to utilize the Velocify Lead Detail Override in Salesforce View settings, your organization will need to assign Velocify Read Permissions to all users without Velocify licenses in the organization in order to
prevent this error from occurring.
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Sales Console
Sales Console is a feature in SalesForce that allows organizations’ to use tabbed screens within the Salesforce screen.
It essentially treats a SalesForce page as a browser with multiple tabs.
Only organizations with certain types of Salesforce environments have access to Sales Console (usually Enterprise).
Velocify recommends that clients using Sales Console simply add Velocify to their existing Console. However, it is
possible to create a new Velocify Sales Console using the following steps.
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Velocify Read-Only Permission Set
If the Velocify View Override is set globally to all Lead and Opportunity Details pages for an organization, all users for
the organization without a Velocify license will need to have the Velocify Read-Only permission set in order to view the
Lead and Opportunity Details pages. Additionally, other non-Velocify users may also want to access Lead/Opportunity
Action and Distribution logs, corresponding Velocify Record History entry, as well as Call Recordings.
Assigning the Velocify Read-Only Permission Set
To assign users without a Velocify license the Velocify Read-Only Permission set:
• Using Salesforce Setup, go to Manage Users and select Permission Sets
• Select Velocify Read-Only
• Follow the on-screen instructions to assign users without Velocify licenses to this permission set.
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Allow Sync on Action Setting
The Allow Sync on Action setting is an important part of ensuring that the Velocify package will operate as intended in
the Salesforce environment. Usually, without Velocify, this setting would be turned off in the Salesforce environment.
Turning this setting to “on” allows other synchronized fields to be updated when an Action is taken on a Record. Client integrations should therefore have this setting turned to “on” when using Velocify; however, if a client is seeing
performance issues due to Action load, this setting can be turned off. The consequence of this is that the client’s organization will see lag in synchronization of a variety of fields.
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Aggregating Other Data Points into Velocify Timeline
Timeline can include any changes to values in Salesforce Lead and Opportunity fields using Salesforce’s Field History
Tracking functionality.
To utilize this feature:
• From either Leads or Opportunities Fields within Salesforce Setup, select Set History Tracking
• Within the History Tracking page, select the values you wish to track in Velocify Timeline.
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One-Click Email
One-Click Email will allow users to quickly send emails to prospects from within Velocify for Salesforce as part of your
organization’s contact strategy. This new feature leverages existing Salesforce Email functionality, making it easy to
use for existing Salesforce environments. Users will be able to select from the organization’s defined, user-accessible
Email Templates. It is also possible (depending on settings) for users to generate a custom email directly from Priority
View. This new feature allows users to continue to move quickly and efficiently in their engagement of pending prospects.
How to set up One-Click Email
All users with permissions in their profile settings to send email can use One-Click Email.
Within the Profile Settings, select Send Email.
How to use One-Click Email
From either Priority or Standard View, users who have permissions to send emails will see the email icon available for
each record.
Selecting the email icon will open the One-Click Email panel.
• Users with permissions to use templates can select from their approved templates
• All users can create a Custom Email
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Maintaining Your Velocify for Salesforce Integration
Managing and Removing Velocify Licenses
After initial setup, administrators can access the Assign Licenses page through Velocify Admin.
From this page, the assigned licenses for your organization can be viewed in detail, as well as functionality to assign or
un-assign existing licenses.
How do I Un-Assign Velocify Licenses?
• Search for the user who has a license you would like to remove
• Deselect the box to the left of the user’s name
• Select Save
o NOTE: The Velocify Primary Admin’s license cannot be removed.
• You will be prompted to confirm that the licenses have been changed.
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How do I Reduce my Velocify License or Seat Count?
To reduce seat licenses (not just unassign, but permanently reduce the paid-for quantity of Velocify licenses), follow
these steps:
• Using the Assign Licenses page, un-assign licenses for users until the number of assigned licenses is at or below the
...desired seat count.
• Contact Velocify support and reduce the count of seats by the number that are unassigned.
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Display / Hide Filters on Standard View
It is possible to change the display of or to hide filters that appear on the Standard View.
To make this change, please contact Velocify Support at [email protected]
Dialer Does Not Appear in Some Browser Tabs
Most browsers are only capable of supporting a limited number of concurrent requests related to the sort of code
required by Velocify for Salesforce’s Dialer HUD. Because of this, many browsers will only allow six tabs with open
Dialer HUDs to be in operation at any one time. Additional tabs opened will not have a working Dialer HUD available
within the tab until one of the first six tabs that were opened are summarily closed and the tab refreshed.
As a reminder, Velocify recommends Google Chrome as the optimal browser for use of Velocify for Salesforce.
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Errors During Manual Conversion
After a Manual Conversion is triggered, but before the user has cleared the Conversion pop-up, if the user attempts to
manually edit the Lead Status for the Lead, an error will appear on the Lead Details page (shown below.)
This is caused by a known defect in Velocify for Salesforce.
Users who experience this error can clear the error by one of two methods:
• Cancel the Manual Conversion pop-up. This will cause the screen to refresh.
• Convert the lead, which will redirect the user to another page.
In either case, the Lead’s Status will remain as it was when Conversion was triggered.
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Email Send Quota
Salesforce imposes a limit on the number of emails that can be sent daily by both individual users and organizations.
For information on this topic, please review here.
Organizations or users that reach this limit will be prevented from sending email for 24 hours. If you or your organization experience this error on a regular basis, please contact Salesforce for additional support.
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Statuses
Statuses and stages used in Velocify for Salesforce are copied from the organization’s Salesforce environment, so
that the progression of records by Velocify is correctly synchronized with the organization’s Salesforce environment.
If a lead or an opportunity is assigned to a Velocify ID and that lead or opportunity is placed in a status or stage that
has not yet been synchronized with Velocify for Salesforce, Velocify will automatically copy that status or stage into
the Velocify environment.
The following metadata is associated with status and stage in Velocify:
• Available Actions
• Milestone
What Security Methods Does Velocify for Salesforce Utilize?
The Velocify API is a RESTful API that communicates over HTTPS using OAuth 2.0. For more information on
OAuth 2.0 and the Salesforce API, see the documentation below.
• OAuth 2.0 specifications: http://tools.ietf.org/pdf/rfc6749.pdf
• Salesforce API security: http://www.salesforce.com/us/developer/docs/api/Content/sforce_api_concepts_
security.htm
What Salesforce Fields are Synced with the Velocify App?
The following standard fields are securely synced with the Velocify app using OAuth 2.0.
•
•
•
•
•
•
•
•
•
•
•
•
Lead: ID
Opportunity: ID
Lead: Status
Opportunity: Stage
Lead: Owner
Opportunity: Owner
Lead: Phone
Opportunity: Velocify Phone (Custom)
<Object Type> Lead or Opportunity
<Lead/Opportunity Owner Profile ID> (Profile ID of Lead/Opportunity Owner)
<Lead/Opportunity Owner Role> (Role Name of Lead/Opportunity Owner)
<Lead/Opportunity Field>
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Administrator`s Guide - Velocify Support Portal

Transcription

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