Sales Operations is a part of Field Operations. We aim to help facilitate new and existing processes throughout our field organization via the use of systems, policies, and direct support. Sales Operations main focus is on the Sales organization and supports this group through the following key functions:
The #sales-support slack channel is monitored by several groups within Field Operations to give guidance or direction.
@sales-support is monitored by the Deal Desk team and they will re-direct any questions to Sales Operations if needed.
SalesOps::New_Requestlabel automatically on creation.
SalesOps::Assignedif it is ready to be worked on.
SalesOps::Backloguntil it can be planned.
Here are the guidelines for requesting account list loads from Sales Operations. Please follow the instructions below. The SLA for account list loads into Salesforce is 5-7 business days.
For uploading a list of net new accounts
Preparing the list:
|Label||Field Name||Data Type|
|Account Record Type||RecordType||Picklist|
|Billing Street||Billing Street||Address|
|Billing City||Billing City||Address|
|Billing State/Province||Billing State/Province||Address|
|Billing Zip/Postal Code||Billing Zip/Postal Code||Address|
|Billing Country||Billing Country||Address|
Prepping the List
Check the data in the provided list:
Save the prepped list for the data load:
Data Load Instructions
Important note before using data loader: Turn ZoomInfo Instant Enrich off while using the Data Loader. (Toggle off for Accounts, Contacts, and Leads, Verify and Save)
Preparing the list:
Below are the steps to update and/or replace ACV with ARR in existing SFDC reports and dashboards.
Common fields that need to be updated
|Existing Field Name||Field to Replace With|
|Net IACV||Net ARR|
|Incremental ACV||Net ARR|
|Renewal ACV||ARR Basis|
The Primary Quote system is a 1:1 relationship in SFDC that connects the total transaction amount on a quote with the amount on its related opportunity. This is to ensure we are forecasting the same amount that we will book and enables further automation as the quote is sent to Zuora billing. To support sales situations that require multiple quotes (for instance: a small deal option and a big deal option), sales reps can identify which one of their quote is "Primary".
The full company tech stack list with definitions can be found on the Business Operations - Tech Stack Details page . Here are the tools that the Sales Operations team works with on a daily basis.
Identifying the Users
Hope that you are having a good week. We in SalesOps are doing a cleanup of our tech stack tools to ensure the appropriate users have access and that we're being fiscally responsible in terms of overall usage. During this process, we've discovered that nearly XXX Salesforce.com users haven't logged in for 3 months or more. If you're receiving this message, your user account falls into this bucket.
As such, I'm writing to let you know that we'll be deactivating your SFDC license on XXX in an effort to ensure that we have enough licenses to provision to our new and existing Sales people; who leverage the tool daily.
So what does this mean for you?
Effective XXX you will no longer have access to SFDC If there's critical SFDC data that you need for your role, please submit a new Access Request and we can confirm if SFDC is the correct place to gather this information or if other tools can provide it Please let me know if you have any questions.
What: Salesforce case management system to enable the transfer of certain cases (created from Chatter requests) from the Deal Desk group to the Sales Ops group to take action and respond to the original chatter request.
Notes on Case Behavior:
At the end of the month Sales Operations will create an issue in the Sales Operations project using the monthly close template. The monthly close template consists of the items below.
Field Marketing Manager field on the account is maintained by Sales Operations. Reporting for acccounts that need updated are on theSalesOps CleanUp Dashboard. Requests to update the field will come in through Chatter requests or Sales Operations issues for requests to change more than 10 accounts.
Many opportunities and accounts are owned by Sales Admin. These opportunities and accounts are updated twice weekly on Mondays and Thursdays. We also do an additional upload during the end of the month for closing. We leverage the Sales Admin Owned Opps Dashboard and this Territories Mapping file to update the Sales Admin Owned Opps and accounts.
Types of fixes:
Steps to update Easy Fix Opportunities
Steps to update Hard Fix Opportunities and Accounts
Things to Remember
Coming soon. Note: Include a step for the final check on WD2 of the month using the sfdc finance report.
Note: Include a step for the final check on WD2 of the month using the sfdc finance report.
Sales Operations is responsible for identifying and merging duplicate Accounts in SFDC.
There are two primary use cases to consider when merging duplicate Accounts:
There are also two primary ways in which Accounts can be merged:
Steps to Manually Merge Accounts
The Sales Operations team has sponsored a comprehensive but consumable "Reporting Package" (via SFDC Dashboards) with validated (SalesOps approved) metrics to the Account Executives. This list will continue to evolve and will be maintained during the onboarding and offboarding process. In addition to sponsored reporting, Sales Ops will maintain existing reports by archiving or deleting any report or dashboard not used in 180 days.
The Pipeline Health Check Dashboards will be sent to each regional team for their review every Monday.
SMB EMEA & APAC
Mid Market East
Mid Market West
Mid Market EMEA
Mid Market Named Team
TSP is an automated process workflow intended to properly segment & route Salesforce accounts to the correct Sales territory & respective owner. This clarifies who should own which accounts & reduces current Ops overhead to manage manually. TSP fields are designed to be real time reflections of the best data we have, not necessarily the current Go To Market approach. Requests to override the TSP information can also be submitted in the Account Review section of the account.
Primary TSP Workflow Components
Firmographic TSP Fields
[TSP] Sales Segment: Segment of the account based on the MAX employee count in that account's hierarchy (regardless if MAX is parent or child).
[TSP] Account Employees: Number of employees for this specific account
[TSP] MAX Family Employees: MAX employee count (number) in hierarchy
[TSP] Address (Street, City, State, Post Code, Country): Location of Ultimate Parent Account based on the TSP data hierarchy
[TSP] Geo Story: Source of address data from TSP Data Hierarchy
Ownership TSP Fields
[TSP] Next Approved Owner: Owner of territory as determined by SSoT Territory Mapping File
[TSP] Transfer Date: Date when account ownership will change to
TSP Next Approved Owner
Territory TSP Fields
[TSP] Territory: Territory account falls under, as per the SSoT Territory Mapping File
[TSP] Region: Sales territory region the account falls under
[TSP] Subregion: Sales territory sub-region the account falls under
[TSP] Area: Sales territory area the account falls under
In the event our data enrichment tools are outdated or incorrect (primary address or employee count), you can chatter @sales-support and request for an update. Please provide as much detail as possible, justification for the requested change and website links with the information to be reviewed. Be sure to copy your manager if additional approvals will be needed. Please allow at least 48 hours for account changes to take place once the review process begins.
Operations Review Process:
Ops will be assigned cases to review and make updates to the
[Admin] fields in the
Account Review Admin section on the account.
Number of Employees: Manual - Admin
Account Address - Manual Source - Admin
[Admin] Address Street
[Admin] Address Post Code
Number of Employees: Manual Source -Admin
[Admin] Address City
[Admin] Address State
[Admin] Address Country
Turnaround time for Approved TSP changes to re-populate typically takes 24-48 hours.
[TSP] Transfer Datepopulated a day in the future will be re-routed that night to the
[TSP] Next Approved Owner.
Employeesfields will also be updated upon TSP transfer, to continually align accounts.
The Sales Operations team supports the opportunity credit split approval process with support from Deal Desk. Sales Operations also maintains the process and data maintenance for opportunity splits outside of credit splits. A non-credit split is strictly functionality to support correct 100% split allocation to the opportunity owner when a credit split does not apply. The non-credit splits are automated and the tasks will be to monitor the data for accuracy in Salesforce, ensuring correct data in CaptivateIQ and Clari.
Opportunity Split Rules
Opportunity Splits in Clari
|**Updating||Adding||Deleting a Split In Salesforce**|
Below are instructions on how Sales Operations provisions users within the various Sales-owned systems and the process followed.
For status on an issue please view the Sales Operations Access Request Board.
Note: The most accurate access level will be on the Tech Stack or the AR, genenerally AMER and all of Commercial will get recorder, EMEA Commercial and SDR will get recorder once they have completed the GDPR training course.all else listener.
Below are instructions on how Sales Operations offboards users within the various Sales-owned systems.
To ensure that Field Sales can solely focus on closing business during the final weeks of a quarter, Sales Operations will not release any new systematic or internal processes that directly impact the Sales team. This period will begin roughly the third Monday of the final month of the quarter (or about 2 weeks prior to end of quarter) and last for the balance of that quarter.