Search Content

WhitePapers


Which CMS Is Right For Me?

If you're wondering which CMS is the right one for your organization, this comprehensive guide will take you through the various options available, detailing the pros and cons of each. Download...Read More


How to Buy a Phone System

Considering a new phone system for your business? The Phone System Buyer's Guide from VoIP-News provides you with all of the information you need to make a more informed decision. The Guide helps you...Read More


Sales Force Automation Comparison Guide

Businesses of all sizes can benefit by automating all aspects of their sales processes with an SFA (Sales Force Automation) solution. But due to the sheer number of features that most SFA solutions...Read More


Oracle Magazine

Oracle Magazine contains technology strategy articles, sample code, tips, Oracle and partner news, how to articles for developers and DBAs, and more. Oracle (NASDAQ: ORCL) is the world's largest...Read More




View All Whitepapers

Why so Organization-Centric?

As I understand SalesForce (SF), it is built around the managing incoming leads and existing customer accounts, specifically contacts within companies. However, I have to imagine that we are not the only company using SF that serves individual consumers. Most sales companies will have consumers purchasing goods for their home. I removed the organization/company field as a required field, but how do other companies utilize SF for individual consumers? The organization-centric approach has created problems in a few specific areas:

1. De-duping. To de-dupe records, they have to be members of the same company. Sometimes people change or leave companies. In order to de-dupe, I have to change one of the company records to match the other. Also, we use a web-to-leads form. When leads come in, even if they have the same name and email address as an existing record, I cant merge the new information into the existing record because the companies dont match. Also, when I convert a lead into a contact, assuming the company names are the same, I am given the option to attach the lead to the existing contact. According to SF: when an existing contact is selected, all open activities from the lead will be added to the contact and all new data will be added. Lead data will not overwrite existing contact data. Many of our leads come from our website, and are likely to be more up-to-date than the existing record. So, again, there needs to be a better way to de-dupea way that honors the new data as important, and gives an option to merge the new data with the existing record. I understand that a Customer Portal is the best way for customers to update their records, but customers do not always understand this, and may complete the web to lead form anyway. So, please please please address the de-duping issue. There are many good suggestions in the popular article here [http://ideas.salesforce.com/article/show/22459/Dupe_Alerts?skin=null] As one commenter noted, please do not get stuck in analysis paralysis. Get the email check working ASAP, and roll out new changes as soon as possible thereafter.

2. Merging duplicates. The merge options should include moving existing data into a different field. For example, someone initially wanted mailings at their work address, but now wants it at their home address (both mail and email). Because they didnt include their company name in the home mailing, SF created a duplicate record. I go to merge the records (after first adding their company name to their home address) and begin the merge process. The home address appears in the mailing address fields in one record, and the work address appears in the same field on the second record. It would be extremely helpful if I could move the work address into the Other Address field that we created. However, I cannot do this from the record merge field. I have to go back and forth between the records to update the mailing address and other address fields, then do the same for the email addresses. Please add an alternate field option that would allow for the email 1 field to roll over to the email2 field if email1 is filled.

3. Reporting. As I first began to explore the reports, I thought, Lets just try the All Contacts report to see how this works. Alas, the All Contacts report does not report on All Contacts. Imagine my surprise!! The All Contacts report actually reports on contacts within organizations. How stupid!!! So, now if I want to report on All Contacts I have to re-make every report that I want.

Two other misc annoyances that should be addressed:

1. Why the heck is the default view to show the record ID? Who, aside form the database adminmaybeis using that? Please setup a way to link to a related record by its name, and see the default to include the contact name. I appreciate the ability to change the page layout for each page, but this is just basic intuitive usage.

2. On web-to-lead, is [not provided] really necessary for every field that isnt completed? I cant seem to find an option to just leave the field blank.


Related Salesforce Mobile Articles

Draw Perfect Shapes using Dabbleboard


Dabbleboard is an awesome online whiteboard tools that turns your random mouse scribbles into perfect shapes. For instance, if you like to add a rectangle or oval on to the dashboard, just draw an approximate sketch with the mouse and Dabbleboard...

Read more about Draw Perfect Shapes using Dabbleboard...

Cloud Computing Enhances Enterprise Development


Dustin Amrheim of IBM recently posted on Five Ways Cloud Computing Strengthens IT: Enhancing Development and Test with Cloud Computing in the Cloud Computing Journal. Dustin is a technical evangelist for IBM emerging technologies in the WebSphere...

Read more about Cloud Computing Enhances Enterprise Development ...