Getting Set-up with Salesforce

Getting Set-up with Salesforce Reference Guide Use this document to setup your Salesforce account. Contents Complete Your User Preferences... 2 Outlook Contact Sync... 7 Manual Email Sync... 10 Sync Collaborative Practice Contacts... 11 Set Up Salesforce1 on Your Mobile Device... 14 Personalize and Organize Data Using Tags... 16 Overview and Personalize Tabs... 20 Access Additional Training... 25 CRM182 11/21/2017 Page 1 of 25

Complete Your User Preferences Preferences Pop-up Notification Upon your initial login, a pop-up notification will display prompting you to set your User Preferences. This notification will continue to pop-up on your Home Page until you set the Annual Goal, located in the My Goals section of My Practice. Access User Preferences To access user preferences click My Profile within the user dropdown menu located on the top right-hand corner of the screen under your name. User Preferences My Practice Preferences There are three quick links available from the User Preferences screen to help you customize Salesforce for your practice, profile and team. My Practice - allows you to create segmentation goals, revenue and activity goals, and identify lead sources My Profile - allows you to add a photo and set alerts and notifications My Team - allows you to manage who has access to your information The My Practice page allows you to you to create segmentation goals, revenue and, activity goals, and identify lead sources. My Segmentation: Segmentation goals are based on reported, pending and estimated revenue within an opportunity. Defaults have been filled in but can be changed based upon the user s preference. When completing Segmentation Goals, it is best to start with the D Rating and work your way up to A Rating. When setting your segments, minimums are updated once maximums are entered and saved. CRM182 11/21/2017 Page 2 of 25

Segmentation for Households can be categorized by the following: Average: Use the average revenue of all members within the household. Maximum: (default) Use the revenue amount of the household member with the highest amount. My Goals: These revenue and activity goals are based on your own personal business planning goals. These goals may not match the Agent Scorecard (located on FieldNet) based on specific goals. In order to disable the Preferences pop-up notification, you must complete the Annual Goal field. Annual as well as quarterly goals can be entered. If you are unsure of this goal, use your contract minimums along with your MMLIS GDC or conference goals, until you can update the field with the appropriate goal. CRM182 11/21/2017 Page 3 of 25

Lead Sources: These are your lead generating sources which provide you prospects. It is important to keep these current for measurement and reporting purposes. These can be added at any point in time as leads develop. The default lead sources in the Salesforce are: Referrals Home Office Lead Sources can be added, modified, deleted and saved within its independent section. Lead sources are typically events, or an establishment. Examples of lead sources could include a Law Office a seminar a bring a friend event i.e. wine tasting My Profile Preferences The My Profile page allows you to add a photo and set alerts and notifications. Profile Photo: Upload a profile picture or edit your current picture by clicking on the existing photo. The photo must be a JPG, GIF, or PNG file up to 8MB in size. Alerts: Determine how you will receive alerts on your Home Page for the specific events described. The following are a list of dropdown options for Alerts: None: An Alert will NOT be created Chatter Post: An Alert will be created Chatter Post + Task: An Alert and Task will be created Task: A Task will be created Included Client Segments for Alerts: Once Segmentation goals are established in the My Practice screen, you can choose the segments in which to receive alerts. CRM182 11/21/2017 Page 4 of 25

The following are viewing methods for alerts created: Device Alerts Task Mobile Bell in upper right-hand corner Tasks Menu Desktop Home Page Home Page and Calendar View Chatter Email Notifications: Customize your email settings. You will receive automatic emails when any action takes place on your Chatter feed. The Personal section allows you to customize the types of notifications you can receive. Check the applicable option(s) from the two categories: Email me when someone: category provides options to receive instant email notifications when specific action takes place on your Chatter feed. Set frequency for personal digest category provides you the option of having an aggregate email (digest) of chatter posts sent to you on a daily or weekly basis. The system automatically defaults to the preferred option of daily emails; however, you can elect to receive notification on a weekly basis. CRM182 11/21/2017 Page 5 of 25

Group: The Set default frequency for groups I join category allows you to determine how often you will receive emails regarding any new groups you join. Remember: Adjusting these settings will increase or decrease the amount of email notifications you receive. You can make changes to this section at any time in order to receive the most efficient notification. My Team Preferences The My Team page displays team members that have access to your data within Salesforce. Team members will be automatically added to this section based on the delegation hierarchy that MassMutual has on file. For example, a sales manger can view only his/her unit s data, while a producer can view only his/her data. Sales assistants can view data for any producer they support. Team members can be added if necessary, by contacting your firm security administrator or technology specialist. Box Notes Ability to allow client notes to archive to the client box folder. By checking the box, any note added to the contact record will automatically go to the client folder in box. Client notes will also be saved to the client record with or without box setting set. Private notes will not be saved to box reguardless of the contact record notes setting. Return to Table of Contents CRM182 11/21/2017 Page 6 of 25

Outlook Contact Sync Use this document to learn how to use the Outlook Contact Sync feature within Salesforce. How Does Syncing Work? Outlook Contact Sync allows you to upload or (sync) your client contact information stored within Salesforce to your MassMutual Outlook. Once you have followed the steps to turn it on client information - including for those clients not currently in Outlook - will be available from Outlook. The Sync option will automatically make updates to Outlook whenever you make a change in Salesforce. Note: Contacts in Salesforce require at least 1 email in order to sync Enable Settings The default setting for new users is set to off for Enable Calendar/Email Sync. You can enable your Contact Sync Settings in User Preferences as follows: In the top right hand corner of the screen click on the arrow dropdown beside your name Click My Profile Under Quick Links click Customize how Alerts and Chatter can work for you > My Profile Scroll to the Outlook Sync Settings section below Alerts To subscribe, click the checkmark beside Enable Contact Sync to enable (in order for this option to work Enable Calendar/Email Sync must be selected as well) This syncs your contacts in the People & Businesses tab to your Outlook My Contacts Folder. NOTE: A PREFERRED EMAIL MUST BE LISTED FOR THE CONTACT TO SYNC TO OUTLOOK. Bulk Contact Sync Bulk Contact Sync runs off of the Client Segmentation that you have set up in Salesforce. Once you have enabled Contact Sync a new field will appear. This feature is similar to the Client Segments for Alerts selection. To include Client Segments for Bulk Contact Sync follow these steps: CRM182 11/21/2017 Page 7 of 25

Select the segment you (A, B, C, D) want to bulk sync from the Available segment section Click the Add arrow to move the segment to the Chosen section. When finished with your selections click Save. Note: The sync status gets updated hourly, similar to client segment updates. Therefore, there may be a delay up to an hour before you will see updates in Salesforce. The Bulk Contact Sync feature works both ways. If you remove a segment from the Chosen section, it will remove the relevant accounts in the next hourly batch. Sync To Outlook Preference In this example, note the two new fields above Email Preference. These fields will only be visible if Contact Sync is enabled in Users Preferences. The Sync To Outlook Preference field indicates whether this contact record has been synced to Outlook based on the Client Segmentation. Note: Only clients with an Email Preference set will actually sync to Outlook, since we match based on that. Individual Sync and Sync To Outlook Preference Override The Sync To Outlook Preference Override can be used to override your bulk segmentation setting or use this option to sync individual contacts if there is no bulk setting. NOTE: IF AN OVERRIDE IS USED, IT WILL OVERRIDE ANY GLOBAL PREFERENCE FOR THAT SPECIFIC CONTACT The options are: None Always Sync Never Sync By default, contacts are blank/none meaning that they will not sync. By selecting Never Sync, you signal to others that this operation should not be performed for the particular contact. CRM182 11/21/2017 Page 8 of 25

Agency and Office Contacts Sync You may also elect to sync agency and office contacts in the same manner. To do so, click on the People and Businesses tab, then select All Salesforce Agency/Office Users from the dropdown menu. To the far right, find the Sync to Outlook Preference column where you can select from the same options: None Always Sync Never Sync Edit Client Segmentation To edit your Client Segmentation do the following: Click on the arrow dropdown beside your name, in the top right hand corner of the screen Click My Profile Choose My Practice under Quick Links Edit My Segmentation Click Save Contact Updates Tasks and Events Updates Outlook Contact Sync is one-directional only. If you make a contact update in Salesforce it will update in Outlook. If you update in Outlook, it will not update in Salesforce. Tasks/events will also sync and are bi-directional. If you make an update in either Outlook or Salesforce, the other system will update. Salesforce Fields that will Sync Information Contact Information Contact Name Mobile Phone Nickname Home Phone Title Business Primary Business Secondary Other Phone Preferred Email Business Email Personal Email Return to Table of Contents Address Information Home Address Mailing Address Personal Information Birthdate Sex Employer Information Employer Address CRM182 11/21/2017 Page 9 of 25

Manual Email Sync Use this document to integrate email from your MassMutual Email Account to your Salesforce account. Step 1 Locate the new folder labeled Salesforce that has been added to your Outlook Email folder list. Click to get to the Create new Email subfolder. Step 2 From any folder (Inbox, Sent, etc.) within your MassMutual email, locate the email that you want transferred into Salesforce. Step 3 Simply drag and drop the email into the subfolder titled Create New Email within the Salesforce folder. If the email address of the sender is in Salesforce, emails sent or received will transfer to the appropriate people & business account record within Salesforce. If the email address of the sender is not in Salesforce, the email will remain in your Outlook Email box within the Salesforce folder until that email address is added to a Salesforce people & business account record. A Task will automatically be generated for you if the record cannot sync due to a missing email. Upon successful email synchronization, the original email will be moved from the Salesforce folder to its original folder. PLEASE NOTE: The email transfer between systems may take up to fifteen minutes to complete. If multiple recipients are included in an email, copies of the email will be transferred to each contact record that exists within Salesforce. Return to Table of Contents CRM182 11/21/2017 Page 10 of 25

Sync Collaborative Practice Contacts Use this document to help you synchronize your (formal/informal) collaborative practice contacts within Salesforce. Collaborative Practice Out-of-sync As part of a (formal/informal) collaborative practice (CP), or jointly working with someone you will share contacts with your colleagues. If multiple edits are made to these shared contacts, there is always a possibility that your records can become out-of-sync. When you are accessing a contact from within the People & Businesses tab, Salesforce will let you know if one or more fields are out-of-sync, by displaying a Warning notification at the top of the screen as shown below: Synchronize People & Businesses The system will give you the option to synchronize and correct the discrepancy. To initiate this option click on the Synchronize button from within the Contact Detail section CRM182 11/21/2017 Page 11 of 25

Select the values to retain Once you select the Synchronize button, you will be brought to a new screen where you need to select the values to retain. In this example, there is a discrepancy between two records for the following values: the Type of Business the Contact Type After you make your selection, to complete the synchronization and save your changes click the Synchronize button. If you would like to select all options under one record, choose the Select All option beside the Contact Name and click Synchronize. Out-of-Sync Contacts view The other option you can use to find out if you have contacts out-of-sync is the Out-of-Sync Contact view under the People & Businesses tab, as shown below. Select the Contact Name you would like to synchronize and choose Edit under the Action heading. Follow the same steps as above to synchronize each contact by selecting the values you would like to retain per contact. CRM182 11/21/2017 Page 12 of 25

Assigning a Practice Member Best Practice Practice Team Members can be assigned to synchronize data within Salesforce. It s a good idea to complete this process if you are part of an informal CP. To do this complete the following forms and submit them to Salesforce Support Team via this email address: SalesToolsSupport@MassMutual.com Consent for MassMutual CRM Contact Sync Practices MassMutual CRM Contact Sync Authorization General Agent/General Manager Consent It is a best practice to review the Out-of-Sync Contacts view regularly to ensure you are reviewing the most up to date and accurate data for all clients and contacts. It is also very important to continue to have conversations with members of your (formal/informal) CP or practice team before making any synchronization changes to contacts. Return to Table of Contents CRM182 11/21/2017 Page 13 of 25

Set Up Salesforce1 on Your Mobile Device Use this document to set up Salesforce1 on your mobile device(s). Who to call with Questions For Salesforce support : Technology Support Line, tel. (800) 767-1000, press *, then 9, 1 For questions about setting up the application on your mobile device: IT Customer Service at (800) 767-1000 (ext. 44357) Video Watch a short instructional video here: Setup Salesforce Download the MassMutual Salesforce to you Mobile Device(s) Download the Salesforce1 application to your mobile device(s) using the appropriate application store: Apple App Store or Google Play. Proceed to either the Apple or Android set-up section below. Setting Up your Salesforce1 Apple Devices Apple Devices Step 2 By default, Salesforce1 is set up to connect to a generic Salesforce environment. You will need to configure the app to point to the MassMutual login page. On the login page, tap the settings icon. Step 3 Step 4 Step 5 Step 6 Step 7 Tap + to add a new login host. Enter massmutual.my.salesforce.com in Host field and MassMutual in the Label field. Tap Done. On the next screen, tap MassMutual, then tap Apply. Start using your Salesforce1. CRM182 11/21/2017 Page 14 of 25

Setting Up your Salesforce1 Android Devices Android Devices Step 1 By default, Salesforce1 is set up to connect to a generic Salesforce environment. You will need to configure the app to point to the MassMutual login page. Step 2 Step 3 On the login page, tap either device. Tap Change Server. Tap Add Connection. or the menu button on your Step 4 Step 5 Step 6 Enter MassMutual in the Name field and https://massmutual.my.salesforce.com in the URL field, and then tap Apply. On the next screen, tap MassMutual, then tap Apply. Login with FieldNet credentials. Return to Table of Contents CRM182 11/21/2017 Page 15 of 25

Personalize and Organize Data Using Tags Use this document to help use Tags effectively within Salesforce. What are Tags? Tags are words or short phrases that you can associate with most Salesforce records to describe and organize your data in a personalized way, without affecting contact demographics or reports. Salesforce supports two types of tags. Personal tags: Personal tags are private. Only you can view any personal tags that you add to a record. Public tags: Public tags are shared among all users in an organization. Any user with access to the record can view the public tags added to the record. When Do I Use Tags? Use tags to group records from various objects by a common theme or use, and then use those tags in search to make finding information fast and intuitive. For example: If you have a number of prospects that are attending Ivy League schools and have a high potential of becoming affluent in the next 4-5 years, you may tag their record with High Potential Prospect. You can then search for that tag and perform regular touch points with this special group of prospects. If you have season tickets to your favorite hockey team, and routinely offer them to your clients, tag the record with Attended Hockey Game. Next time you have tickets to share, you can search for that tag and determine who to give the tickets to next. CRM182 11/21/2017 Page 16 of 25

How Do I Create a Tag? Access the Tag section from any record detail screen: Click in the top right corner of the screen to open the Tags section. Click to add a new or make changes to an existing tag for that record. To create a tag, type the tag you want to add to your record in the personal or the public tag field. As you type, tags you ve already created will appear in a list that you can select from. Click Save to apply tag updates. CRM182 11/21/2017 Page 17 of 25

How Do I Search for Specific Tags? From the left-hand navigation bar on any screen: Click Tags to open the Tags detail screen and view a current list of tags that have been created and/or applied to your contacts, or Click the Recent Tags tab to view a list of your most recent tags used. Select a tag from the list to obtain a list of all records associated to that tag. As with any search result, you can sort the data or apply filters as applicable. How Do I Remove a Tag from an Existing Record? To remove tags from an existing record: Access the Tag section from any record detail screen, using the instructions above. Click Click the to add a new or make changes to an existing tag for that record. next to the existing tags you wish to remove. Remember to click to apply tag updates. CRM182 11/21/2017 Page 18 of 25

How Do I Rename or Delete a Tag? Only personal tags can be deleted or renamed in Salesforce. To rename a personal tag or delete a personal tag from Salesforce, open the Tags detail screen from the left navigation bar on any screen. Hover over the tag you wish to delete to access the dropdown menu. Select to remove the tag from Salesforce, or Select to rename your existing tag. Remember to click to apply tag updates Return to Table of Contents CRM182 11/21/2017 Page 19 of 25

Overview and Personalize Tabs An overview of Salesforce features and what information can be managed on each tab. For more information on how to use these features, see the Additional Training section. Home tab By default, the system will always launch the Home tab. 8 1 2 4 3 9 5 6 7 1 The ribbon across the top of the page will help orient you to where you are in the tool. This ribbon displays all of the sections within Salesforce. When you click on a tab within the ribbon, the system will bring you to the landing page of the selected section. CRM182 11/21/2017 Page 20 of 25

Personalizing the Home Tab Views 2 3 An important feature available in Salesforce is the capability to have access to multiple users data. This is especially important for sales assistants of one or more producers. This feature is utilized through the Viewing As field, which allows users to quickly switch views between the users that they are delegates of. For example, Scott is a producer. He only has access to his data. The Viewing As field is set to Myself. Scott has an assistant named Ben. If you look at the Viewing As feature on Ben s Home page, you notice that he has access to his own data under Myself as well as access to Scott s data. IMPORTANT NOTE! WHEN BEN PERFORMS ANY FUNCTIONS LIKE CREATING RECORDS WHILE HE IS VIEWING AS SCOTT, THOSE FUNCTIONS WILL SHOW AS BEING COMPLETED BY SCOTT. The Dashboard and Feed buttons change the view of your Home page. Choose Dashboard to see your tasks, alerts and notifications. This is the view you will see when you first log in to Salesforce. The Feed view displays your Chatter feed. The display button color changes to black when you are on that view. Tasks, Alerts, Notification In the middle of the screen, you will notice the Tasks, Alerts, and Notifications sections of your Home page. 4 5 6 7 8 The Tasks section is your to-do list and includes any tasks that either you created or have been assigned to you by other users. The system will always default to Today, however as you can see, it is easy to change it to one of the other views from the drop-down list. The Alerts section shows the client and policy level notifications that come through the collaboration feature called Chatter. The alerts are based on the preferences that you set within User Preferences. Notifications are posts or conversations via Chatter, which have been directed to you by another user. The Progress section at the bottom of the page houses three dashboards, which are pre-configured to help you be more efficient in your practice. The CRM dropdown allows you to navigate between views within Salesforce targeted at specific functions like marketing by choosing Marketing or CRM for client relationship management: CRM182 11/21/2017 Page 21 of 25

9 Left-side Navigation The left navigation bar contains relevant, day-to-day information, including: An overview of today s events, Quick links, a section of shortcuts to the most frequently used items Recent items linking to your 10 most recently viewed items within Salesforce. A list of tags that were created by you or other users A recent tags list displaying your most recently created tags. Tools, which gives you quick access to your preferences tab as well as generic help by Salesforce. Recycle Bin, a way to access anything you delete in Salesforce. Items will be permanently deleted after 10 days. Other Tabs Calendar See event and tasks using different views: Share your calendar with others Print your calendar Change your view to single user, multiple users, or bulleted activity list See daily, weekly or monthly views Leads Enter in and see all leads, or change views to filter lead types. You can also add leads to a campaign or transfer them to another Salesforce user. Run lead reports: Lead Lifetime Leads By Source Bounced Leads Summaries by date People & Business This tab has the records of the individuals associated with your accounts that you need to track in Salesforce. Store and manage various contact information like phone numbers, addresses, and titles Add centers of influence CRM182 11/21/2017 Page 22 of 25

Access to application submission Merge duplicate People & Business account records Filter your contacts by groups like business, market segments, or personal. Households Create new households and group individuals into households using this tab to view and manage client's relationships within Salesforce. Click column headers to change the order of households shown. Campaigns Create new campaigns, and manage active campaigns. Run a cross-analysis on the return on investment of campaigns, or other reports from the following options: Campaign ROI Analysis Report Campaign Member Analysis Report Campaign Revenue Report Opportunities Opportunities are the sales and pending deals that you want to track. Visit this tab to: Create and manage opportunity stages, generate reports Filter and view what's in your sales pipeline Track all activities related to the pre-sale opportunity See analytics to address inefficiencies in your sales process Track expected revenue for each opportunity to help determine and prioritize actions to maximize sales. Financial Plans Create financial plans for current clients. Edit and manage activities related to financial plans, like whether an annual review is needed. Insurance & Investments Review client holdings. MassMutual and MMLIS holdings will auto-populate. You can also add and manage client holdings information from accounts outside MassMutual. CRM182 11/21/2017 Page 23 of 25

Reports & Dashboards This tab's features allow you to create, run and manage your reports and dashboards. Dashboard views can show individual advisors up to full-firm views depending on your role within the firm. Chatter Use this for direct access to your personal Chatter feed. Tools Quick access MassMutual's suite of sales and reporting tools, forms and information. My progress reports View your year-to-date progress. Track this progress towards any goals you ve entered. TIP! THE "+" ON THE TAB BAR ALLOWS YOU TO CUSTOMIZE YOUR TABS, WITH OPTIONS BEYOND THE INITIAL DEFAULT TABS. Return to Table of Contents CRM182 11/21/2017 Page 24 of 25

Access Additional Training Self-study Training on MassMutual University Salesforce is designed to support the management of all contact information, including the expansion of lead and referral sources and management of revenue. Salesforce will enhance the ability to track and manage business by helping to identify clients and relationships that are the most critical to increasing sales. It s cloud-based and mobile friendly. Review the self-study material on MassMutual University (MMU) to learn about Salesforce and how to use it within your firm. You will find these materials in the Client Relationship Management topic area. MMU is found on FieldNet > Training > MassMutual University. Overview of Client Relationship Management (CRM101) Using the MassMutual CRM Throughout the Sales Cycle (CRM124) Apply CRM in Practice Management (CRM109) Additional Salesforce Resources Learn more by checking out this information on FieldNet. Go to FieldNet > My Practice > Salesforce: Video Unlock secrets to greater success with CRM Video How can CRM help you organize and focus leads and referrals? Recorded webinars: Video CRM Basic Training 1 of 4 - Learn the intake process, how to set up setting up goals and preferences, manage delegates, and review general navigation. Video CRM Basic Training 2 of 4 - Learn to create a new contact record and link it to a lead source or a referral source. Video CRM Basic Training 3 of 4 - Learn to create and review households, create opportunities, leverage proposal packages, understand the integration with EZ-app, and venture the insurance and investments tab. Video CRM Basic Training 4 of 4 - Understand reports and dashboards. Return to Table of Contents CRM182 11/21/2017 Page 25 of 25