Sales Cloud Consultant - Sales Productivity

Gmail Integration Considerations

- A G Suite Gmail account with a unique domain is needed along with the latest Google Chrome. - The IT department typically configures the email server to ensure that it can work with this. - Sales reps must install the Salesforce Chrome extension from the Chrome Web Store. - Multiple settings related to this and Lightning Sync can be accessed in Setup and configured according to the sales reps' requirements. - Gmail Integration with Inbox can be made available to sales reps for an extra cost to make them even more productive by providing tools for composing emails.

Best Practices for Using Chatter for Collaboration

- A departmental strategy should be defined for using Chatter for collaboration. Executives, sales managers, sales representatives, and other sales users should be involved in the communication plan. - A private Chatter group should be created for sharing information within the sales team, especially if sales users generally have a lot of information to share. - When sales users need to collaborate on a specific sales deal, the collaboration should take place directly on the opportunity record's feed. Users may share their own ideas, updates, files, and more. - Chatter should be used to motivate sales users. It may be used to post a dashboard that shows key metrics, such as the user with the most activities this month, the top ten sales reps based on opportunities won, or the sales rep who made the fewest calls. - Polls should be used to get feedback from other sales users. For example, a sales manager can create a poll to receive feedback on a particular sales methodology. - Sales representatives should follow the opportunities that they're working on to receive updates on them.

Email to Salesforce Considerations

- A special address is entered in the 'Bcc' field when composing, forwarding, or replying to an email, which sends a copy of the email to Salesforce. - An email can be related to a specific record by mentioning the record ID in the subject or body of the email. - The 'My Email to Salesforce' page can be accessed in 'My Settings' to view the unique Email to Salesforce address and customize related settings. - The email is added to the Activity History related list of the record whose email address matches the recipient's email address in the 'To' and 'Cc' fields. - The email is added to the 'My Unresolved Items' page if no match is found, from which one can manually assign the email to a record.

Lightning Sync Considerations

- Admins can define sync settings in Salesforce to specify sync direction and whether sales reps can sync contacts and events. - Contacts and events can be synced in one direction or both directions between Salesforce and Microsoft or Google applications. - Person Accounts in Salesforce can be synced with Google Contacts or Microsoft Contacts. - Private events can be synced using this. - Events can be related automatically to relevant Salesforce records.

Sales Dialer Productivity Benefits

- Calls can be made and received, call notes can be added, and call information can be logged. Auto-log functionality allows call details to be added to the activity timeline automatically. - Since calls appear in the utility bar, sales reps can perform multiple tasks while on a call, such as accessing relevant records, adding call notes directly in the call panel, or creating tasks, events, or other records related to the call. - Sales reps can create a list of contacts to be called using Sales Dialer. Telephone numbers can be added from list views and record detail pages.

Email Template Builder Considerations

- Either 'Access Drag-and-Drop Content Builder' or 'Manage Content Builder' permissions need to be assigned in order to create or manage templates created here. - A new email template will have to be created first before this can be used to edit it. - Once a component has been dragged to the canvas, the details and style can be modified through the properties panel. - Components can be easily recreated using the duplicate button. - Templates created using this cannot be inserted into Experience Cloud sites and Outlook or Gmail Integrations.

Calendar Features and Considerations

- Every user has a personal one. Users can grant access to specific users. - Administrators can create public ones and resources. It can be shared with public groups, territories, and users. By default, no sharing is set up. - The Attendees field can be added to the Vent page layout so that users can include Users, Contacts, Person Accounts, and Leads when creating events as attendees. - Resources (such as computers) needed for a meeting be booked in events as attendees. - If a user creates an event and associates a file to it, anybody with access to the event can also view the file. - Salesforce allows the creation of repeating events. In Salesforce Classic, they are called recurring events; In Lightning Experience and the Salesforce mobile app, they are called event series.

Pipeline Inspection Considerations

- Filters can be applied to narrow the view by criteria or to help identify areas of concern. - Recent changes to amounts, close dates, forecast categories, and stages are displayed in the opportunity list. - Hovering over highlighted text will show the changes made, when and who made the change, and details about recent activities. - The feature is only available for Sales Cloud in Lightning Experience in Performance and Unlimited editions.

Outlook Integration Features & Capabilities

- Information is organized using tabs to show related Salesforce records, manage tasks, and use templates. - A record can be selected to view details about it, such as Chatter feed, activity timeline, and related lists. - This can be set up to allow sales reps to review related Salesforce data while viewing emails, such as people and opportunity records. - Records can be modified directly with the inline edit feature. - Sales reps have the option of creating Salesforce records directly from Outlook. - Users can log emails from Outlook to contacts, leads, or person accounts in the 'To' or 'Cc' fields or any person record in Salesforce. - A contact or lead can be created directly from this when a sales rep receives an email from an address that doesn't match an email in a record in Salesforce. - Emails can be associated to Salesforce records either manually or with the help of Einstein Activity Capture. - The most relevant record will be selected by default if there are multiple people records that match the email address. The order for people matching is standard users, contacts, lead, and other users. - Emails can be created using Salesforce email templates. - Emails and calendar can be related to Salesforce records. - When sending emails using this, customers' email privacy settings are displayed.

Quick Text Productivity Features

- It allows inserting predefined messages, like greetings, answers to common questions, and short notes. - This can be used on all standard and custom objects in the following supported quick actions or places: emails, events, Knowledge articles, Live Agent chats, Log a Call actions, social posts, and tasks. - Rich-text fields include a button for this in the toolbar, and plain-text fields display a pop-up button that allows inserting this. A keyboard shortcut can also be used to open the browser for this and insert it.

Lightning Experience Sales Console Considerations

- Lightning App Builder can be used to customize specific page layouts for the sales console app. - Some features such as push notifications, Knowledge footer, and multi-monitor support are not available. - The App Manager can be used to customize the sales console app. For example, it can be used to add additional components like macros to the utility bar to allow sales reps to automate tasks performed in the sales console. - A list view in the console can be displayed as a table, split view, or Kanban view. - It is not possible to upgrade a Salesforce Classic console app to Lightning Experience.

List Emails Considerations

- Multiple contact or lead list views can be added to a list email. - Campaigns and individual campaign members can be added as list email recipients. When reps view a campaign, they can choose individual campaign members or all members and then select 'Send List Email' from the action dropdown list. - Lead and contact list views can be filtered by campaign membership to send these to a more exact set of recipients. - In the Contacts list view, contacts can be filtered based on Account fields. 'Send List Email' can be clicked after selecting contacts to email. - The Quick Text button in the list email toolbar can be used to quickly insert predefined messages. - Attachments can be used in list emails to groups of people. - These can be saved as a draft. - These can be scheduled to be sent at a specific date and time to ensure that the majority of the recipients will be able to read the email.

Chatter Group Types

- Public - Private - Unlisted - 'Broadcast Only'

End-User Adoption Strategies

- Reports and Dashboards - Automate Activities - Data Quality - Gamification and Rewards

Gmail Integration Features & Capabilities

- Sales reps can view and relate Salesforce contacts, leads, accounts, opportunities, and cases relevant to the Gmail messages received or sent. - New Salesforce records can be created using the Action Publisher. - Inline editing feature can be used to modify records without leaving Gmail. - The global search can be used in this pane to find other person records. - A contact or lead can be created directly from this when a sales rep receives an email from an address that doesn't match an email in a record in Salesforce. - Recipients' email privacy settings can be seen in the integration pane. - If using Google Chrome on a desktop, there is a browser extension that provides this. - Users can log emails from this to contacts, leads, or person accounts in the 'To' or 'Cc' fields or any person record in Salesforce. - While logging emails using the 'Log Email' button in this, sales reps can select the exact people and Salesforce records to relate to an email. - Sales reps can manually log emails from the pane, even if the Einstein Activity Capture settings has emails disabled. - The most relevant record will be selected by default if there are multiple people records that match the email address. The order for people matching is standard users, contacts, leads, and other users.

Einstein Activity Capture Considerations

- Sync Contacts and Events - Required License and Permission - Email Connection - Sync Direction - Tracking Information - Email Privacy Settings - Excluded Addresses List - Disable Adding Emails - Sync Repeating Events - Share Activities - Activities Dashboard - Chatter Groups - Einstein Email Insights - Connect with Microsoft - Customize Field Mapping

Classic Email Templates

- Text - HTML with Letterhead - Custom HTML - Visualforce

Outlook Integration Considerations

- The IT department typically configures the Microsoft Exchange Server to ensure that it can work with this. - The Salesforce add-in can be installed using Microsoft AppSource or the manifest file from Setup. The add-in can also be pushed from the Microsoft Exchange Server. - Multiple settings related to this and Lightning Sync can be accessed in Setup and configured according to the requirements of sales reps. - Inbox for Outlook can be made available to sales reps for an extra cost to make them even more productive by providing tools for composing emails.

Salesforce Mobile App Actions Considerations

- The actions available depends on where the user is on the app and how customizations have been configured. - Actions can performed in most places, including the Chatter feed, groups, user profiles, dashboards and reports, standard and custom object record views, related lists, and search results. - Quick actions can be created and added to an object's page layout in the 'Salesforce Mobile App and Lightning Experience Actions' section.

Salesforce Mobile for iOS Features

- The new tablet experience can be enabled to provide a better view of Lightning pages, Lightning navigation, and custom record pages to tablet users. It is also supported on Android tablets. - The first four navigation items of the navigation bar of the most recently accessed Lightning app in the user's Salesforce mobile are displayed in the Quick navigation widget, including Mobile Only.

Email Templates Considerations

- These can be created using the Email Template Builder, Lightning email templates, and Classic email templates. - All users can edit their own private email templates and any public email templates that they own. - These can be imported into Salesforce using Data Loader.

Scheduled Email Considerations

- These can be edited, rescheduled, or deleted. - The feature is available with the High Velocity Sales, Sales Cloud Einstein, or Inbox license. - 'Send Later' can be selected in the email composer, and a prompt will appear for choosing the date and time.

Chatter Streams Considerations

- These can consist of up to twenty-five different feeds. Up to 100 of these can be created. - These can be created using feeds from people, groups, and records such as accounts and opportunities. - It is possible to select either 'All Updates' or 'Fewer Updates' in the filters to customize the amount of displayed posts. - Email and in-app notifications can be enabled by selecting 'Every Post' when creating these. 'Never' can be selected to disable notifications.

Classic Email Templates Considerations

- These support the inclusion of text, merge fields, and attached files. - These use Salesforce Merge Language (SML) to insert merge fields. - Images can be included on HTML and Visualforce templates. - A template can be cloned to serve as a basis for a new template.

Lightning Email Templates Considerations

- These support the inclusion of text, merge fields, attached files, HTML code, and images. - These use Handlebars Merge Language (HML) for merge fields, which allows for more flexibility. - These can be kept private until users are ready to make them public. - Folder access can be granted as View, Edit, or Manage and also shared with public groups, roles, roles & subordinates, territories, and territories & subordinates.

Insert Availability in Email

- This feature is available for orgs with Salesforce Inbox and Enhanced Email. - The user can select the calendars to view and choose the time slots to be included in the options. - When a user connects their Zoom account, Zoom meeting links can be automatically added to invitations.

Private Messages

- This feature is available only in Salesforce Classic - This can be done by clicking 'Send a Message' on a person's profile page. - These can be accessed by clicking the 'Messages' link in the Chatter tab.

Lightning Sales Console Productivity Features

- Three-Column Layout - Split View - Workspace Tab - Macros - Subtabs - Pinned Region Pages - Utility Bar - Quick Text - Keyboard Shortcuts - History Component - Knowledge Component - Accordion Component - External Objects - Autosave - Tab-focused Dialogs

List View Chart Options

- Vertical Bar - Horizontal Bar - Donut

'Opt Out' Considerations

- When the 'Email Privacy Settings' option is not enabled, the 'Email Opt Out' checkbox can be used. - Records with the 'Email Opt Out' checkbox cannot receive any mass emails (Salesforce Classic), list mails (Lightning Experience), or individual commercial emails (UI independent). - Users with the 'Send Non-Commercial Email' profile permission can send individual non-commercial emails when the 'Email Opt Out' flag is checked. - Commercial emails include marketing promotions, and non-commercial emails include billing statements and support case notifications. - Customers will still receive system emails (e.g., workflow, Process Builder) when the 'Email Opt Out' flag is used.

'Mute' Action

A user can use this action to stop receiving notifications about a post.

'Mention' Action on Excluded Groups

A user cannot use this action on archived, unlisted, customer, and private groups if they are not a member.

'Edit' & 'Delete' Actions

A users can do this to their own posts.

End-User Adoption Strategy: Automate Activities

Automation capabilities of the platform, such as workflow rules, can be utilized to make the sales process more efficient and user-friendly.

Tab-focused Dialogs

By default, these prevent the user from using Salesforce until it is closed. These can be activated under 'Release Updates' to be able to keep on using the rest of the user interface.

Standard Publisher Actions

By default, these publisher actions, such as Post, File, Link, Poll, and Question, are automatically added to the publisher when Chatter is enabled.

Workspace Tab

By selecting a record from split view, this opens; by clicking a related record from here, a subtab opens.

Salesforce Offline

Caching and offline edit can be enabled for Salesforce for Android and iOS by navigating to this in Setup.

Einstein Activity Capture: Customize Field Mapping

Contact and Event Sync field mapping between Salesforce and Microsoft can be customized. Standard fields that aren't essential to matching contacts and events can be custom mapped.

Opting Out in Lightning Experience

Doing this includes user-generated and list emails.

Opting Out in Salesforce Classic

Doing this includes user-generated and mass emails.

Einstein Activity Capture: Excluded Addresses List

Emails and event can be excluded from Salesforce by adding email addresses on this.

Einstein Activity Capture: Tracking Information

Emails associated via this contain this ability to help users determine if and when a recipient opens the sent email message. It appears on the record's activity timeline.

Emails from Salesforce

Emails can be sent from Salesforce through Gmail or Office 365 so that they look like they were sent from Gmail or Office 365 accounts.

List Email

In Lightning Experience, sales reps can create and send this which sends an individual email to each recipient on the list.

Unlisted Chatter Group.

In this group type, only group members and users with the appropriate permission can see and add posts, comments, and files. A person must be invited by the group's owner or managers in order to join this group. Customers can be allowed in this group if a manager or owner invites them to the group or an administrator adds them in Setup by entering Users.

Private Chatter Group

In this group type, only group members are able to see and add posts, comments, and files. A person must ask the group's owner or managers to join the group. Customers can be allowed in this group if a manager or owner invites them to the group or an administrator adds them in Setup by entering Users.

Einstein Activity Capture: Sync Directions

It is possible to sync in both directions or only sync from Salesforce to the connected account.

Accordion Component

Lightning console pages can be customized with this to allow agents to collapse and expand sections and focus on the information they need to work with.

Calendar

Meetings with leads, contacts, and colleagues can be tracked using this and events in Salesforce.

Files per Comment

Only one file can be uploaded.

Lightning Email Templates

Predefined templates can be used to send emails to contacts and leads in Lightning Experience.

Einstein Activity Capture: Share Activities

Sales reps can choose to do this if they are associated with Salesforce records by Einstein Activity Capture. It is possible to share with all users or Chatter groups.

External Objects

Sales users can be given access to these in the Lightning console so that they can access data stored in external systems, such as an ERP system.

Automatic Follow

Salesforce, by default, enables this for certain feeds; a user will receive updates about their manager and their team.

History Component

The standard sales console in Lightning Experience comes pre-configured with this in the utility bar, which shows a list of previously accessed records.

'Mention' Action Limit

There can be up to twenty-five mentions in a single post or comment.

Macros

These allow automating repetitive tasks in the console, such as sending a common email to customers or updating case records.

Chatter Publisher Actions

These allow users such as sales reps to perform tasks with fewer clicks, fewer fields, and less time spent. There are different categories of actions, including standard actions, nonstandard actions default actions, mobile smart actions, custom actions, and productivity actions.

'Don't Process' / ' Forget this Individual' Checkbox

These are available to be selected on an Individual record. Records with this selected cannot receive any emails.

'Opt Out' Options

These are available to determine which Salesforce emails external customers can receive. They can be implemented with 'Email Privacy Settings' or without.

Keyboard Shortcuts

These are used by sales reps to quickly perform actions. However, it is currently not possible to customize the shortcuts.

Adoption Evangelists

These can be appointed to promote the use of Sales Cloud.

Individual Records

These can be created and associated to Leads, Contacts, and Person Accounts using the respective lookup field on the respective page layouts.

Salesforce Adoption Dashboards

These can be downloaded from the AppExchange.

List View Filters

These can be edited and criteria can be specified to view a specific set of records.

Subtabs

These can be modified (title and icon ) and promoted to workspace tabs.

Email Templates

These can be used to increase productivity by saving sales reps' time and ensuring consistent messaging. These can be used to send emails to contacts and leads.

Administrative Reports

These can be used to view active users and identify users who have been logging in.

Non-Commercial Emails

These include billing statements and support case notifications.

Commercial Emails

These included marketing promotions.

'Offline Preferences' Setting

This Salesforce App Setting allows users to select up to seven items that should be available for offline viewing.

'Link' Action

This action allows another Salesforce record to be connected from a post or comment.

'Share' Action

This action allows users to share a post with a group or followers.

'File' Action

This action can be used to add attachments to a post, question, or comment.

'Question' Action

This action can be used to ask questions related to records or another topic.

'Poll' Action

This action can be used to gather the opinions of other users, whether related to a sales opportunity or another topic.

'Bookmark' Action

This action can be used to make finding the post easier later.

'Follow' Action

This action can be used to receive notifications about people, groups, and records such as accounts, opportunities, and work items. This typically lets users see updates such as Chatter feed comments and posts, group updates, shared files and links, tasks and events, converted leads, and record field changes. This action can be used on any person or record that a user has access to.

'Pin' Action

This action can bring a post to the top of a group or topic feed.

'Mention' Action

This action, with the '@' symbol', can be used on individual people or a group to bring the content to their attention. The '@' symbol is followed by the name of the person or group. One can select the person or group from a list of matches.

Chatter Streams

This allows combining multiple feeds from people, groups, and records into one to narrow down feed items and keep track of relevant posts.

Einstein Activity Capture

This allows emails and events that sales reps send and receive to be automatically associated with related account, contact, contract, lead, opportunity, and quote records in Salesforce.

Scheduled Email Management

This allows emails to be scheduled for sending.

Chatter Groups

This allows sales departments and teams to collaborate based on a common goal or interest.

Salesforce Inbox

This allows sales reps to see relevant Salesforce data from an email, create Salesforce records, view and create related tasks, and create and log events. It is available for an extra cost.

Knowledge Advanced Search

This allows users to pre-filter search criteria to find the most relevant articles. Users can access the screen by selecting 'Knowledge' from the global search box dropdown list. Filters can be added before entering search terms, and then the search can be run.

Caching

This allows users to see important data when working offline or when the app isn't able to connect to Salesforce. This collects a set of a user's most recently accessed records, which allows faster viewing of those records as well as better overall performance.

Salesforce Server

This can also be used to send emails through Salesforce if bounce management is required of if users aren't using Gmail of Office 365 with Lightning Experience.

App Launcher

This can be accessed from the navigation menu. It can be used to switch between Lightning apps.

Measuring Sales Adoption

This can be accomplished using metrics that focus on usage, data quality, and business performance.

Bounce Management

This can be activated in 'Deliverability Setting' under the 'Email Administration' section, while bounce information can be displayed by enabling 'Enhanced Email'.

'Attendees' Field

This can be added to the Event page layout so that users can include Users, Contacts, Person Accounts, and Leads when creating events as these.

List View Chart

This can be created to visualize list view data.

Bounce Warning

This can be displayed next to the email address and in the activity timeline if an email to a lead, contact, or person account is permanently not delivered (hard bounce) or temporarily fails (soft bounce).

End-User Adoption

This can be ensured by providing appropriate training to users.

End-User Adoption Strategy: Data Quality

This can be improved through features such as validation and duplicate management rules to ensure that incomplete, duplicate, or incorrect data do not influence the end-user experience.

End-User Adoption Strategy: Gamification and Rewards

This can be integrated with the Salesforce experience to drive adoption.

Salesforce Community

This can be made available on the Salesforce mobile app if it uses the 'Salesforce Tabs + Visualforce' template.

Sales Cloud Usage

This can be measured around the key sales objects, namely accounts, contacts, and opportunities.

Measuring Sales Productivity

This can be measured by reporting on metrics that influence the sales pipeline.

'Broadcast Only' Chatter Option

This can be selected to allow only group owners and managers can create new posts. Group members can only comment on the posts.

Quick Text

This can be used by agents to save time and increase standardization by inserting predefined messages in places like Live Agent chats and actions such as Email, Log a Call, and Social. It can also be used in macros.

Salesforce Mobile App

This can be used to access Salesforce on Android and iOS devices. It provides real-time access to the same information that one sees on a desktop.

Lightning App Builder

This can be used to customize specific page layouts for an app.

App Manager

This can be used to customize the navigation items in an app.

Dynamic Action

This can be used to dynamically control the visibility of Action buttons on a record page based on the values on the record. It helps in keeping the record page neat and streamlined.

Salesforce Today

This can be used to manage a day's events, join conference calls, log mobile calendar events, and view recently accessed records in Salesforce.

'List Emails' Tab

This can be used to manage all list email tasks in one place.

Company's Server

This can be used to send emails from Salesforce to ensure that emails look like they were sent from the user's company email account.

List View

This can be used to sort, prioritize, and analyze records such as accounts, contacts, leads, and opportunities.

Sales Dialer

This can be utilized by sales reps to access telephony features without ever leaving Salesforce.

Lightning Sync

This can help sales productivity by synchronizing contacts and events between Microsoft or Google email applications and Salesforce without installing any software.

Einstein Activity Capture: Disable Adding Emails

This feature can be disabled for users by editing their configurations.

Gmail Integration

This gives a quick view of sales-related records without switching between Salesforce and Gmail.

Public Chatter Group

This group type allows any users to join the group and see and add posts, comments, and files.

Chatter

This is a Salesforce application that allows users to work together by talking to each other and sharing information in real time. It is enabled for all users by default and can be accessed on the full Salesforce site as well as the Salesforce mobile app. Users are able to follow people, topics, files, and records to get notifications about changes.

Three-Column Layout

This is a navigation-friendly layout on the console app that displays information about records, including highlights panel, activity, Chatter, details, news, and related lists.

Lightning Sales Console

This is a standard Salesforce Lightning app.

Navigation Bar

This is at the bottom of the app and can be used to access favorites, search, and notifications for each app.

Outlook Integration

This is available for free to all Salesforce users who use Outlook. The Salesforce add-in can be installed from the Microsoft AppSource store or using the manifest file from Setup.

'Pending Changes' Page

This is available from the navigation menu of the mobile app. It contains a list of records and items that were updated offline.

Quip Mobile App

This is available on Android and iOS devices. It allows editing documents and collaborating with coworkers.

'Don't Market' Checkbox

This is available to be selected on an Individual record. Records with this selected can only receive non-commercial emails.

Autosave

This is done to tabs every minute, which means that a console app always opens with the tabs and list that were last opened.

Soft Bounce

This is refers to an email that gets as far as your recipient's mail server but bounces back undelivered before it gets into the inbox. This could happen when the recipient's mailbox is full or the recipient email server is down or offline.

'Mobile Only' App

This is the default navigation menu of the Salesforce mobile app. This can be used to access records and items such as Chatter feed, Today, Quip, etc.

Chatter Publisher

This is typically used to post content, create polls, ask questions, and upload files. Sales reps can take such actions on their profile feed, a Salesforce record such as an opportunity, and within groups.

Salesforce Merge Language (SML)

This is used in Classic email templates to merge fields.

Handlebars Merge Language (HML)

This is used in Lightning email templates to merge fields.

Email to Salesforce

This is used to automatically relate emails sent from external email applications to Salesforce Lead, Contact, and Opportunity records.

Hard Bounce

This is when an email has failed to deliver for permanent reasons, such as the recipient's address is invalid.

Individual Object

This lets you store details about Data Privacy and Protection preferences for external customers. This becomes available when the 'Email Privacy Settings' option is enabled.

Email Template Builder

This provides a drag-and-drop user interface that helps make template creation and design easier. Templates created using this can be inserted into emails when using the Lightning email composer.

Einstein Email Insights

This provides sales context to related emails. For example, it can inform sales reps about action items mentioned in the email.

Pipeline Inspection

This provides sales managers greater visibility of their pipeline by providing information on key metrics, opportunities, and weekly changes.

Chatter Profiles

This provides work-related information about Salesforce users.

Pinned Region Pages

This remains displayed as a user navigates between subtabs in a Lightning console app. It is possible to do this to a page's header, left sidebar, header and left sidebar, or left and right sidebars.

Split View

This shows a list view at the same time as workspace tabs and subtabs, making it easier for sales users to work on multiple records.

Email Status

This shows if and when the email was opened, or if the email isn't being tracked.

Utility Bar

This shows items such has History and Notes. Productivity tools, such as Sales Dialer and macros, can be added here using the App Manager.

Launchpad Lightning

This web component can be added to a Lightning page. Up to 20 items can be added, including internal and external links.

Files per Post / Question

Up to ten files can be uploaded.

End-User Adoption Strategy: Reports and Dashboards

Users can be given access to these to add value to their Salesforce experience.

Cache Settings

Users can customize this by navigating to 'Settings' in the navigation menu of the Salesforce mobile app and accessing 'Offline Preferences'.

Reorder Items in Salesforce Mobile Navigation

Users can do this to menu items in Lightning Apps directly from the Salesforce mobile app. When users log in to Salesforce via desktop, the changes will also be reflected in the order of the app's tab.

Einstein Activity Capture: Required License and Permission

Users with a Sales Cloud license can use this. In addition, the 'Standard Einstein Activity Capture' permission set must be assigned to the users.

Email Notifications & Chatter Mentions

When these are enabled, Chatter sends an email to the mentioned people.

'Email Privacy Settings' Option

When this is enabled, it is necessary to turn on 'Data Protection and Privacy' (under 'Company Profile') and 'Enforce Email Privacy Settings' (under 'Deliverability'). It also makes the Individual object available.

'Record' Mention

When this occurs, the related record appears in the group records list.

'Group' Mention

When this occurs, the update appears on the group feed and each group member's 'What I Follow' feed.

'Person' Mention

When this occurs, the update appears on the person's profile feed and in their 'To Me' feed.

'Attendees' Field Consideration

When using this, Lightning Sync is required in order to send invitations to individuals and receive their responses.

Knowledge Component

With the help of Lightning App Builder, this can be added to the console to give users access to relevant Knowledge articles. Suggested articles or Einstein Article Recommendations can be used to suggest articles to sales reps.