Distrib bution Sh Workin

bution Sh
hared Se
ervices - How To…
…. Seriess
Distrib
Workin
ng with SF Update Feature
At Manu
ulife, most advisor (and team) address,
a
ph
hone numb
ber and em
mail
modifica
ations can be handled
d by:
▪ Having the
t
advisorr make the change(s)) through ttheir Repso
ource Profile
(Go to Repsource
R
> My Busin
ness > Com
mpensation
n > Compensation &
Contractting for dettails), or
▪ the Advisor’s Relattionship Ma
anagers wh
ho work clo
osely with a
advisors &
ams in the field submits the cha
ange throug
gh the SF U
Update in
their tea
Salesforc
ce.com.
ate is a utillity in Salesforce.com
m that allow
ws you to e
easily & quickly subm
mit
SF Upda
change requests to advisor and
a
supporrt staff con tact data. These
changes
s are turne
ed into elec
ctronic requ
uests that g
go to Distrributor
Services
s. Distributtor Services will actio
on the requ
uest in DSS
S
(Distribu
utor Suppo
ort System) and the information
n is transfe
erred
back to Salesforce
e as part off the daily update. C hanges ma
ade
through
h DSS ensu
ure that the
e right systtems are u pdated witth the
advisor or related contact infformation.
With the
e SF Updatte feature in
i Salesforce.com, yo
ou can submit a request to:
▪ Add, rem
move or edit advisor’s
s local conttact detailss (address,, email pho
one)
▪ Add a ne
ew related contact to the adviso
or’s office ((i.e. a new Marketing
g
Assistant)
▪ Edit information for a Related
d Contact ((i.e. add an
n email add
dress for a
Marketin
ng Assistan
nt)
▪ Request a merge fo
or duplicatte advisor rrecords
▪ Assign an original lead
l
record
d to an exissting Advissor record
▪ View existing reque
ests including their sttatus.
Add SF Update
U
Tab
b to Salesfo
orce.com (Do Once iff necessary
y)
If the SF Update tab does no
ot appear in
n Salesforcce:
1
1.
Launch Salesforce.c
S
com
2.
Click the ALL TABS tab.
3.
Click on CUSTOMIZ
C
ZE MY TABS
S button.
4.
Bring ove
er the SF Update
U
tab by selectin
ng it on the
e left and c
clicking on ADD.
Click SAV
VE to save your tabs.
5.
The SF Update tab is now parrt of your S
Salesforce T
Tab feature
es.
Scenario
o: Change Advisor Bu
usiness Add
dress (Phon
ne Numberr, Email) In
nformation
1.
Click on the
t
SF Upd
date tab.
2.
Click on the
t
NEW button to ad
dd a new re
equest.
3.
Select Ad
dvisor Add
dress/Cont
tact optio n (default)) and click on GO.
4.
Type in the advisor’s name, click GO. IIf the name
e matches exactly with an
existing Advisor
A
rec
cord, that advisor’s
a
de
etails will a
appear in tthe Business
Address Details section.
s
Iff the name
e does not match, use
e the looku
up
advisor app
pears
icon to viiew advisors matching the crite ria typed. Once the a
in the listt, click on the
t
advisorr’s name a nd then cliick GO to p
populate th
he
Business Address fields.
5.
In the Bu
usiness Ad
ddress Det
tails secttion, modiffy any inforrmation to be
changed,, or add any missing details. To
o have data
a removed
d, such as ffor a
wrong fax
x number, blank out the field. N
Note: be su
ure to remove all the
e text
in the field when ty
yping the ne
ew informa
ation.
6.
Click on SUBMIT
S
RE
EQUEST bu
utton. A po p-up will a ppear askiing if you h
have
another request
r
to submit, if so, click O K, otherwisse click CA
ANCEL.
Distrribution Shared Services
s
Scenario
o: Add a Re
elated Conttact (i.e. a new Marke
eting Assisstant)
1.
Click on the
t
SF Upd
date tab.
2.
Click on the
t
NEW button to ad
dd a new re
equest.
3.
Click on the
t
dropdo
own arrow and
a
select New Relat
ted Contact option ffrom
the list. Click
C
GO.
4.
Type the informatio
on for the new
n
Relate
ed Contact. Note that fields with
ha
red bar are
a mandattory fields and
a
must b
be filled in..
5.
Match the
e Related Contact
C
to the Adviso
or Record tto create th
he Relation
nship:
Scroll to the Relatio
onship Info
ormation se
ection and determine if this rela
ated
s
be connected
c
to
t an Advissor or Acco
ount record
d. Click on the
contact should
ADD ROW
W button. In
I the Asso
ociate Advissor (or Asssociate Acc
count) field
d,
type in th
he name off the advisor or accou
unt Repeatt these step
ps if this new
Related Contact
C
is to
t be conne
ected to m
more than o
one advisorr or accoun
nt
record. There
T
is a maximum
m
of
o 20 relati onships pe
er request form.
6.
Click on SUBMIT
S
RE
EQUEST bu
utton. A po
op-up will a
appear ask
king if you have
another request
r
to submit, if so, click O K, otherwisse click CA
ANCEL.
o: Modify Data
D
for a Related
R
Contact (i.e. tto add an e
email addre
ess)
Scenario
1.
Click on the
t
SF Upd
date tab.
Distrribution Shared Services
s
2.
Click on the
t
NEW button to ad
dd a new re
equest.
3.
Click on the
t
dropdo
own arrow and
a
select Modify Re
elated Contact optiion
from the list. Click GO.
G
4.
Type the name for this
t
Relate
ed Contact. Click on the Lookup icon to select
the detail for this Related
R
Con
ntact. A lisst will appe
ear where y
you can clic
ck on
the Relatted Contactt’s name to
o select it. Click GO.
5.
The Relatted Contac
ct’s informa
ation will b e populate
ed in the Re
elated Contact
Details se
ection. Mak
ke the chan
nges to the
e appropria
ate fields o
or add new data
to blank fields.
f
6.
Click on SUBMIT
S
RE
EQUEST bu
utton. A po
op-up will a
appear ask
king if you have
another request
r
to submit, if so, click O K, otherwisse click CA
ANCEL.
o: Advisor Merge
Scenario
Use this
s feature to
o merge ind
dividual co
ontacts toge
ether – use
e one requ
uest per
advisor.. Do not request to merge
m
firms
s or joint a dvisor conttacts with individual
contacts
s. Distribu
utor Service
es will mak
ke the finall determina
ation as to which Adv
visor
record will
w be the go-forward
d record ba
ased on bu siness rule
es.
1.
Prior to creating
c
an Advisor Merge reque
est, take th
he time to identify wh
hich
advisor has
h the most current, accurate iinformation
n for addre
ess, phone,, fax
and emaiil. Make no
ote of the External
E
ID
D for this ad
dvisor reco
ord. This w
will be
the first Advisor
A
rec
cord in the request.
2.
Click on the
t
SF Upd
date tab.
3.
Click on the
t
NEW button to ad
dd a new re
equest.
4.
Click on the
t
dropdo
own arrow and
a
select Advisor M
Merge optiion from th
he
list. Click
k GO.
5.
For the first duplica
ate, type in the Extern
nal ID of th
he advisor identified in
y, type the
Step 1. Alternativel
A
eir name in
n the Advissor 1 field a
and click on the
Lookup ic
con. Selectt the adviso
or from the
e list displa
ayed to pop
pulate thatt
advisor’s party id on the Advis
sor Merge Request sccreen.
6.
Repeat th
he previous
s step for the
t
duplica
ate(s) for th
he Advisor 2 – Adviso
or 5
fields.
7.
Enter the
e reason for the merg
ge either by
y checking the Same Address
Distrribution Shared Services
s
option, or select Other and type in the rreason. Please be dettailed in yo
our
n details. For
F example, you sho uld identify
y what you
u did to con
nfirm
validation
that the Advisors
A
arre the sam
me individua
als.
8.
Click on SUBMIT
S
RE
EQUEST bu
utton. A po
op-up will a
appear ask
king if you have
another request
r
to submit, if so, click O K, otherwisse click CA
ANCEL.
Scenario
o: Assign Original
O
Lea
ad Record
Use this
s feature to
o link a lead record with
w
the Adv
visor recorrd.
1.
Click on the
t
SF Upd
date tab.
2.
Click on the
t
NEW button to ad
dd a new re
equest.
3.
Click on the
t
dropdo
own arrow and
a
select Assign Or
riginal L
Lead Recor
rd
option fro
om the list. Click GO.
4.
Type the name of the Lead co
ontact and the Adviso
or. Use the
e Lookup ic
con to
select the
e advisor and
a
lead de
etail.
5.
Click on SUBMIT
S
RE
EQUEST bu
utton. A po
op-up will a
appear ask
king if you have
another request
r
to submit, if so, click O K, otherwisse click CA
ANCEL. .
To View
w Existing Requests
R
1.
Click on the
t
SF Upd
date tab.
2.
By default, all reque
ests will be
e displayed
d – you can
n create a v
view for yo
our
uests.
own requ
3.
Click on the
t
REQUE
EST ID for your
y
reque
est and view
w the details.
4.
To return
n to your lis
st, click on the <Back
k to List: SF Update link
k.
Distrribution Shared Services
s
Frequently Asked Questions
Q: How long will it take my submitted changes to appear in Salesforce?
A: SF Update submits changes to Distributor Services. Request types require
different processing times, therefore the number of days from request to
completion will vary. In addition, you must consider the time required to transmit
changes from DSS to Salesforce. On average, updates will be reflected in Salesforce
between 3-7 business days.
Q: If an advisor moves his office to a new location, does the user have to fill out a
request for every staff person?
A: Distributor Services system does not automatically apply a change of address for
every contact in that office – a separate address change request would need to be
created for each record in Salesforce.
Q: Related to the question above, if the new related contact is at the same location
as the advisor I’m relating them to, do I have to enter this information?
A: Yes, you will have to enter all the information for the new Related Contact.
Q: Is SF Update available on the Blackberry?
A: No, SF Update is only available when logging directly to salesforce.com on a
computer or tablet.
Q: I don’t see Manulife Key Contacts as a request type. How do I submit those
requests?
A: Changes or additions to Manulife Key Contacts require business approvals.
Please contact your Salesforce Subject Matter Expert or your manager for
information on how to make these changes.
Q: Why do I have to delete the data for a field that I am trying to update?
A: Without deleting the text first, trailing characters will appear in the address,
email, phone, or fax fields. Be sure to highlight the text before typing the new data
in order to remove all traces of the previous entry. If you use the TAB key to move
from field to field, it will automatically highlight all the data in that field, and as you
type the new text, the new text will replace what was previously highlighted.
For support for Manulife hardware/ software,
please contact the Service Desk by email at
[email protected]
or
contact DTSC (Distribution Technology Service Desk) at 1 800 667-4266
during regular business hours.
Distribution Shared Services