Sales Operations

1. Visit the Okta Handbook Page to learn more about Okta.
2. Create a General Help Desk Request. Use the submit issue button on the linked page and then select the General Help Desk Request template.
3. Reach out to #it-help in Slack.

1. Create an issue in our project, making sure to provide detailed business requirements. Please leave assignee blank.
2. There are existing templates to use, most will fall under the General Request template.
3. New Issues that are in review will be tagged with the SalesOps::New_Request label automatically on creation.
4. An issue will be assigned to a Milestone, given an assignee and the SalesOps::Assigned if it is ready to be worked on.
5. Any issue that cannot be slotted into the next two milestones will be put in the backlog denoted by SalesOps::Backlog until it can be planned.
6. Please review the status of any issue on our agile board.

1. Contract assistance
2. Updating or creating Opportunity Splits
3. Salesforce Lightning for Gmail
4. Support from the Community Advocacy Team
5. DataFox/Zoominfo segmentation conflicts
6. Reassigning to a Territory Rep
7. Requesting Reassignment
8. If LEAD or CONTACT is owned by SDR team member
9. Locked Deal
10. Deal Desk assistance

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

• We have a template you can use to dedupe a list of accounts you have sourced here in the google drive. This template will help you dedupe the account list and also format your list for upload into Salesforce. Please follow the directions in the README in the template doc and reach out to #sales-support in Slack if you have any questions.

Preparing the list:

1. Clean up list to remove any duplicates and columns not needed.
2. Update field names to Salesforce compatible values. Only include the required fields listed below.
3. Unless you discuss with us prior, nothing else will be loaded and the extra columns will be ignored in the import.
4. Account Source format: List - Name of Source - Date with no spaces or characters.
5. Create an issue in our project using the Account List Import template. Include a link to the list and description of the list load.
6. One tab per sheet, one list load per sheet / one sheet per issue.

Required Fields:

Preparing the list:

1. Create an Account report in SFDC.
2. Include the Account ID as a field on your report. This is required to do a mass update.
3. Include the fields on your report that you want updated.
4. Save your report in a public folder so it can be accessed later if needed.
5. Export your report, making sure you have included the Account ID.
6. Update the export. Please keep the original values in the export and create a new column with the new values. Ex: If you want to update website, you will have 2 website columns. Website and then Website New. Website New will be the column you create and where the new value is captured.
7. Create an issue in our project using the Account List Import template. Include a link to the list and description of the list load.
8. One Tab per sheet, one list update per sheet / one sheet per issue.
9. If you need help pulling the report or walking though these steps, please slack us with a link to the issue you created in the #sales-support Slack channel.

Below are the steps to update and/or replace ACV with ARR in existing SFDC reports and dashboards.

1. Step 1: Navigate to the report that needs to be updated
2. Step 2: Click on the Customize button to make edits
3. Step 3: In the Preview section of your report, click on the carrot next to Show and make sure Details has been selected. This will populate all the fields currently added to your report.
4. Step 4: In the Fields panel on the left side of your screen, enter “ARR” into the Quick Find search to populate available ARR fields
5. Step 5: Drag the ARR field(s) you want to add to your report from the Fields panel and drop into the reporting grid.("Net ARR" is the standard field)
6. Step 6: Once your ARR field has been added to the report grid, hover over the name and select the carrot. From there choose the Summarize this field option and check the applicable summary option(s). Select Apply
7. Step 7: Remove any old IACV fields by dragging them from the report grid to the Fields panel OR hover over the name and choose Remove Column from the drop down list
8. Step 8: If there is a chart or a graph associated with your report that has been edited, you should also edit the chart to reflect your field changes. After you have added and summarized the Net ARR field, Select Edit on the very left corner of the chart. On the pop-up screen, change the data that is populated as Sum of Net IACV/Incremental ACV to Sum of Net ARR from the drop down list and Select Ok.
9. Step 9: When you’ve added and removed all appropriate fields, click the Run Report button at the top of your screen.
10. Step 10: On the following screen, review your changes to ensure the report is functioning as you expect (select the Hide Details button if you don’t want to see all fields) and click the Save button.
11. Step 11: In many cases, no changes need to be made to the name or location of the report so choose Save or Save & Return to Report to complete the final step. However, if the report name references IACV in any capacity, please update the report name to the corresponding ARR from the Report Properties tab at the top before your final Save option.

Common fields that need to be updated

Resources

• Please take a moment to review this quick video outlining the steps above: https://www.screencast.com/t/dJxbf069
• Refer to the ARR in Practice handbook page for additional information on ARR
• If you need help updating the report or walking though these steps, please slack us with a link to the SFDC report in the #sales-support Slack channel

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".

Primary Quote technical documentation here:

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.

1. Clari
2. Datafox
3. ZoomInfo
4. Gainsight
5. Leandata
6. Salesforce
7. Chorus

1. An overdue opportunity report goes out every Tuesday to managers.
2. An email alert goes out directly to the opportunity owner when the oppty is past due upon edit of the opportunity. Ex: an action needs to happen to trigger the email.
3. Managers have "over due" reports on their dashboards for review as needed.
4. Late Renewal Notification & Auto Close Process

1. To ensure the appropriate users have access and that we're being fiscally responsible in terms of overall usage, users with no usage in 90 days will be deactivated.
2. Usage will be reviewed once at the beginning of the second month of the quarter so as not to disrupt any quarter end/quarter start cadences. The dates are scheduled on the Field Ops calander.
3. An Access Change Request will be created and an email will be sent to users as extra notification.
4. If access is needed in the future, 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.

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.

• As of 2020-09-21, this will include all cases pertaining to account ownership/ROE and account segmentation, except for any cases that touch closed opportunities.

Where:

• Deal Desk Queue
• Sales Ops Queue

How:

1. All Sales Support Chatter requests will continue to flow into the Sales Support queue managed by Deal Desk.
2. Upon reviewing a case and identifying it as an account ownership/ROE or account segmentation request, Deal Desk will change the “Case Reason” field to “Account Reassignment/ROE” or “Account Segmentation Review.”
3. Deal Desk will then change the Case Owner to “Sales Ops Queue,” which will move the case out of the Sales Support queue into the Sales Ops queue.

Who:

1. Enterprise EMEA: Meri Gil Galindo
2. Enterprise East: Amber Stahn
3. Enterprise West: Kira Savage
4. Enterprise APAC: Meri Gil Galindo
5. Public Sector: Jeny Bae
6. Commercial Leadership: Tav Scott
7. Commercial EMEA / APAC: Monika Deshmukh
8. Commercial Amer: Jeny Bae
9. Escalations / Approvals: Lindsay Schoenfeld (DRI), James Harrison

Notes on Case Behavior:

1. Changing the “Case Owner” to the name of an individual team member marks that team member’s ownership of the case. This action can be taken at the individual case level or in bulk on the queue level.
2. When case ownership is updated to a Sales Ops team member, the case will remain visible in the Sales Ops queue until closed.
3. Changing the “Status” field to “In Progress” shows that someone is currently working on the case.
4. By changing Status to “In Progress,” ownership will automatically change to the individual who changes status.
5. By changing Status to “Closed,” the case will no longer appear in the queue.
   • Note: Check the “Suppress auto case reply” button in the same motion, before saving, to prevent automated Chatter posts. If you do not check this box, and you change the status to “In Progress,” upon saving the case, Salesforce will create a Chatter reply from your account, tagging the original requester, noting that you are working on the case. Similarly, when you close the case, Salesforce will Chatter the requester to note that the work is complete. Click the “Related Chatter Object” link to view the original request.

General Notes:

1. If working a case, and the requester makes a second request out of scope, please tag Sales Support so that a new case is opened for Deal Desk to review the request.
2. If working a case, and any aspect of the request relates to ownership of a closed opportunity, please change the case owner back to Sales Support for Deal Desk to review the request.
3. Cases Black Out Week: The last week of each quarter, Sales Operations will not be responding to new cases that have been submitted. This is to allow them time to review approved Account movements from the current quarter, validate the moves and prepare them for new Account Ownership the first week of the following quarter. For urgent case request during this time, chatter sales-support as well as the Sr. Manager of Sales Operations for review.

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 Updates - Operator's Guide

The 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.

1. Enterprise, Mid-Market and First Order accounts are updated through LeanData routing and the mapping is maintained in the Territories Mapping File - SSoT.
2. Named and PubSec are dataloaded manually on a monthly cadence. PubSec mapping is maintained in the Master Territory List Public Sector Account Coverage file. Named mapping is maintained in Territories Mapping File - SSoTin the Named Reps tab.

Sales Admin Opportunity Updates - Operators Guide

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:

1. Easy - opportunities owned by Sales Admin that have Account owners populated to match
2. Hard - opportunities and accounts owned by Sales Admin that needs to be manually mapped and assigned to the correct owner

Steps to update Easy Fix Opportunities

1. Locate the Easy Fix Sales Admin Owned Opportunities Report from the dashboard.
2. Export the report into an Excel or Google Sheets.
3. Update the the Opportunity Owner field, making sure to match the Opportunity owner with the account owner.
4. Clear out the TSP Date, and next TSP owner fields to avoid reassignment.
5. Use dataloader to update the opportunities.

Steps to update Hard Fix Opportunities and Accounts

1. Locate the Hard Fix Sales Admin Owned Opportunities Report from the dashboard.
2. Export the report into an Excel or Google Sheets and instert 2 rows on the sheet to add Owner ID for both accounts and opportunities.
3. First, determine the account's market segment to ease the mapping process. Filtering by Market Segment allows for easier vlookup process. Sales Ops uses this mapping file to assign opportunities and accounts.
4. Sort the “DataFox Country” field A → Z, to populate multiple opportunities with of the same territories and populate.
5. Since many opportunities and accounts are missing the Datafox country fields, "ZoomInfo Country" and "Billing Country" fields are used also to populate as well.
6. There may be multiple opportunities and accounts without any billing information. However, some may have Zip codes populated, which we can do a quick google search to find the territory and map to the corresponding AE.
7. If there is no Datafox, ZI, or billing information on the account or opportunity of the company, look up the company by name or by contact and or the account's billing information and perform a google search to populate as much information as possible. If no information is found, tag billing ops to obtain the zuora billing address information to populate the billing fields on the account.
8. Repeat this process for each Market Segment (SMB/MM/Large) making sure each Territory is correct.
9. Clear out the TSP Date, and next TSP owner fields to avoid reassignment.
10. Double check to make sure all opportunities are populated.
11. Prepare the upload sheet and update using dataloader. There will need to be 2 uploads for Hard fixes: One for Opportunities, and One for accounts.

Things to Remember

1. Remember to check the order type of the opportunity. Many accounts have First Order Account Executives so make sure to assign the opportunities to the correct owner.
2. Double check opportunities closed over $2,500 that are populated for SMB. Make sure to check the account information is correct and not wrongly assigned.
3. Make sure to clear the TSP Date and TSP owner fields to avoid reassignment to other Account Executives after the weekly update.
4. Upload the accounts and opportunities in small batch sizes on dataloader to avoid errors.
5. Currently, all accounts in China, Macao or Hong Kong are assigned to JiHu User . For these accounts, make sure to check off the JiHu Account field.

ISR Alignment Dashboard Updates - Operators Guide

Coming soon. Note: Include a step for the final check on WD2 of the month using the sfdc finance report.

User Segement/Region/Area/Geo Sisense Dashboard Updates - Operators Guide

Note: Include a step for the final check on WD2 of the month using the sfdc finance report.

WW Dashboard Review - Operators Guide

Coming soon

RingLead Merges - Operators Guide

Coming soon

Sales Operations is responsible for identifying and merging duplicate Accounts in SFDC.

There are two primary use cases to consider when merging duplicate Accounts:

1. Prospect and Prospect Account merges
2. Prospect and Customer Account merges

There are also two primary ways in which Accounts can be merged:

1. Automated via RingLead
2. Manual Merges in SFDC

Steps to Manually Merge Accounts

1. Open tabs of the Accounts you want to merge. You can merge up to 3 Accounts at a time.
   • If one of the accounts in question is a Channel Account, be sure to check with the Channel Ops team in chatter first to confirm it can be merged
   • Helpful Tip: Change the Name of both accounts to something that you can find easily.
     • Example - You need to merge CustomerCentral with Customer Central Add 'Merge' to the end of the Account to be merged Account 1: CustomerCentral MERGE Account 2: Customer Central
   • Customer Accounts/Billing Account ID: If the Account that is being deleted (merged into another account) has a Billing Account associated with it, please copy the Billing Account Number, and paste it into chatter on the Account that will remain. Tag Billing-Ops and ask them to link the Billing Account to this SFDC account.
2. Click on the Accounts tab in Salesforce.
3. Scroll down, in the bottom right hand corner of the page, click “Merge Accounts”
4. Search the name of the Accounts you want to merge - following the example above - in the search bar type xCustomer
5. Select the checkbox on the left of each account to merge, click Next.
6. Review this section carefully. It’s best practice to keep the most accurate information when you merge accounts. You will be able to select one record to move the information into.
7. On the top of the Merge Page you can Select which account URL you want to keep.
8. Once you have reviewed the information, click “Merge”.

WW Sales

1. WW Sales Dashboard

Enterprise: West

1. WEST ENT Pipeline Dashboard
2. CQ WEST ENT Sales Dashboard
3. WEST ENT Pipeline Health Check

Enterprise: East

1. EAST ENT Pipeline Dashboard
2. CQ EAST ENT Sales Dashboard
3. EAST ENT Pipeline Health Check

Enterprise: PubSec

1. PubSec Pipeline Dashboard
2. CQ PubSec Sales Dashboard
3. PubSec Pipeline Health Check

Enterprise: EMEA

1. EMEA Enterprise Pipeline Dashboard
2. CQ EMEA ENT Sales Dashboard
3. EMEA ENT Pipeline Health Check

Enterprise: APAC

1. APAC ENT Pipeline Dashboard
2. CQ APAC ENT Sales Dashboard
3. APAC ENT Pipeline Health Check

Enterprise: ISR

1. Enterprise ISR Metrics

The Pipeline Health Check Dashboards will be sent to each regional team for their review every Monday.

SMB AMER

1. SMB AMER Team Dashboard
2. SMB AMER Forecasting Splits

SMB EMEA & APAC

1. SMB EMEA & APAC Team Dashboard
2. SMB EMEA & APAC Forecasting Splits

Mid Market East

1. Mid Market-East Team Dashboard
2. Mid Market-East Forecasting Splits

Mid Market West

1. Mid Market-West Team Dashboard
2. Mid Market-West Forecasting Splits

Mid Market EMEA

1. Mid Market EMEA Team Dashboard
2. Mid Market EMEA Forecasting Splits

Mid Market Named Team

1. (FY22) Mid Market Named Accounts Dashboard

1. Master SFDC Users Report
2. Sales Opeartions Cleanup Dashboard
3. Sales Admin Opps Dashboard

Primary TSP Workflow Components

1. Account Routing (Next Owner recommendation process):
   • Sales Segment (i.e. max employee count of the account hierarchy)
   • Primary Account HQ Address (of top Parent Account in the hierarchy)
     • Inputs for both are formulated via our standardized account enrichment tools (in order):
     • Manual Override > DataFox > Zoominfo > Ship-To > Bill-To
   • LeadData then compares these TSP Input Values against our SSoT Territory Mapping File & automatically outputs an Approved Next Owner and Territory.
2. Account Assignment (Account Transfer Process):
   • (Re)Assignment of an account to the correct owner
   • Updating of Account Territory, Sales Segment, Employees fields

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

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.

  • Accounts with a [TSP] Transfer Date populated a day in the future will be re-routed that night to the [TSP] Next Approved Owner.
  • Account Territory, Sales Segment & Employees fields will also be updated upon TSP transfer, to continually align accounts.

Opportunity Split Rules

1. Deal Desk, Sales Comp and Sales Ops are the only users with permissions to add, edit, update and delete splits.
2. 100% Split always goes to the opportunity owner
   • This does not apply for a credit split. Ex: 50/50 or any other percentage split.
   • If the opportunity is incorrectly assigned, the split should still match the owner until correct opportunity assignment is made.
   • This is automated and should be monitored on this Exception Dashboard weekly.
3. There will never be a split that totals above 100%.
4. SFDC reports and Dashboards will only reflect opportunity splits if the report type includes opportunity splits.

Opportunity Splits in Clari

• Clari will pull the split data out of SFDC.

1. Navigate to the opportunity in SFDC.
2. Locate the opportunity splits relationship by using the hover links at the to or scrolling down the page.
3. Choose the button to add or edit a split.
4. Once on the split page, assign either the approved credit split, or edit the existing split percentage.

Sales Operations Access Request Labeling System

1. SalesOpsAR::Action Needed - Sales Ops action item is immediate or within current FQ.
2. SalesOpsAR::In Progress - Sales Ops action item is presently being worked on.
3. SalesOpsAR::On Hold - SalesOps AR that is blocked or not presently w/in scope of work.
   1. SalesOPS: Waiting on SFDC License - a reason an AR might be on hold.
4. SalesOpsAR::Completed - Sales Ops has completed their task on this issue although the issue may not be closed.

Sales Operations Provisioning Workflow

Baseline Templates | New Hires

1. The onboarding issue will auto create the AR on day 2
2. The templates will automatically:
   • Add the SalesOpsAR::Action Needed label
   • Auto assign to the provisioning DRI listed in the tech stack YAML file.
3. The DRI will receive an email when a new AR is created
4. All will be able to monitor the Sales Ops Access Request Boardproactively.
5. When the AR is picked up by the Sales Operations team member, the team member will: -assign the issue to themself (if not already auto assigned) -add the label SaelsOpsAR::In Progress
6. The Assignee should be responsible for working the AR to completion by completing all Sales Operations task items and working the label system accordingly. NOTE: If a new task appears in the Sales Operations section, reach out in slack or on the AR to clarify the ask and to make sure it is in the correct provisioner section. Do not skip it.
7. If Assignee is out of office, the rest of the team is responsible for moving the AR forward in a timely fashion and can see ARs in flight by looking at the Sales Ops Access Request Boardproactively.

Single Person or Bulk Access Request

1. The user will manually create a single person or bulk AR
2. In the instructions, they are directed to the Tech Stack doc with the following tasks:
   • Add the SalesOpsAR::Action Needed label
   • Leave the assignee blank
   • Assign to the provisioning DRI listed in the tech stack YAML file.
3. The DRI will receive an email when assigned, or can see the AR based on the label.
4. All will be able to monitor the Sales Ops Access Request Boardproactively.
5. When the AR is picked up by the Sales Operations team member, the team member will: -assign the issue to themself (if not already assigned) -add the label SaelsOpsAR::In Progress
6. The Assignee should be responsible for working the AR to completion by completing all Sales Operations task items and working the label system accordingly.
7. If Assignee is out of office, the rest of the team is responsible for moving the AR forward in a timely fashion and can see ARs in flight by looking at the Sales Ops Access Request Boardproactively.

Chorus

1. From the Settings Page in Chorus, click in User Management and then on the Invite New User button.
2. To invite users to Chorus, enter their emails in the designated field separated by commas and click the Add To List button.
3. Updated the Role, Team and License Type. These will be based off of the users job role/region and should be listed and or approved in the Access Request. If questionable, look at other provisioned users of the same title/role.
4. Click the Send Invites button to invite the user to Chorus.

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.

DataFox

1. From the Settings Page in DataFox located in the top right under your name, click on Team Management located on the left.
2. From Team Management, click the Invite Your Team button, enter the email addresses of the users to be provisioined, click Send Invitations.
3. Most users will have a Status of Member, unless otherwise stated in the Access Request.
4. Most users will also have the permission to Bulk Sync Accounts unless otherwise noted in the Access Request

Clari

1. Onboarding New Users / Clari Account Registration

SalesForce

1. Access to Salesforce should follow what is documented in the Baseline entitlement ARs. Requests for additional permissions in SFDC should flow to the sales systems team in terms of customizing the application and set up.
2. If access is unclear, reference a users that has the same manager or a team member. The smallest amount of access required should be the access granted. Sales Systems and Sales Ops can help advise.
3. Citizenship Verification Steps when Public Sector access is requested outside of the standard Profile/Role.

RingLead

1. RingLead provisioning is only available to Admin access on RingLead.
2. On the top right, Click on Administration –> User Management
3. On the bottom right corner of the User Management Screen, click in "Invite Users"
4. Add GitLab email, and select products and Authorization method: Products - Cleanse, Enrichment, Modules and the Authorization method is default as "Password."
5. Send Invite.

LinkedIn Sales Insights

1. Currently only available to RD/ASM Sales Leadership, all segments.
2. Go to top right, then to manage licenses.
3. Add New users button.
4. License Type: Sales Insights
5. Permissions: Everyone should be a User. Admin is only for Operations Team.