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hello everyone and thank you for joining us on this webinar today on an overview of salesforce automation my name is shazad and i'm from the customer success team of zoho and i majorly on board customers for an amount of 45 to 60 days after they sign up for zoho and i train them give them demos on various apps of zoho so in today's webinar we are going to talk about two main things number one what is salesforce automation number two why do we need salesforce automation we'll also talk about some functionalities of zoho crm that can support your sales automation needs and we'll be discussing this with various business scenarios so i'm sure you guys would like to compare your businesses with how salesforce automation can be used i'll also take you guys through my crm account to show you some features that you guys can make use of and lastly we'll we'll discuss some frequently asked questions so we we've divided this webinar into three different scenarios number one is you're going to talk about a typical day in the life of a sales team let's understand what are the challenges that a sales team faces when they work every day so the first challenge is knowing which lead to give high priority because in a day you receive about hundreds to thousands of leads and knowing which lead to call first which lead to reach out to which you need to send an email to which lead to call back um later on all of these things is something that a sales team needs to think about so where do they start that's when you need a system that can actually take care of having all your leads in one particular area the second challenge that they face is communication with different prospects leads and customers so taking the first scenario in mind if we do not know which lead to call first we we're just gonna go ahead call them call each and every lead leave out so many voicemails send out so many emails and that's actually time consuming and that's where without a system in place you won't have a place to track data entering in crm again is a vital part because as a sales team as a sales person it's important for you to enter your leads and fetch all their information now if i just have a leads email address and phone number and their name without having any other information like what company do they work for what company are you dealing with that's also important so data entering in crm is another challenge that a sales team faces fourth one would be searching for new record updates how would you know what's going on with a specific lead how would you know what you spoke with a specific lead when you called them yesterday so unless and until you keep a track of all that if you do not have a system in place it's going to be very very difficult for you to keep a track of the notes um the activities that you perform so of course these challenges would result in a lot of time that's lost which is equal to loss of revenue as well so they lose a lot of revenue if the leads are not reached on time so what's what's the solution for this so the solution for this is going to be salesforce automation as it would let you have a system in place and make sure that you're able to track each and every interaction with a lead or with a contact so to give you a quick brief of what salesforce automation is inside crm it includes five different modules leads contacts accounts deals and activities these are the five different modules that salesforce automation includes and let me just give you a quick uh definition of what each and every module is i'm sure most of you would be aware of it because you might have used another crm or you might be using zoho crm as well so a lead is a prospect and draw you know you can call them as raw information you do not know whether they can or they will not be your customers so lead is of course raw information they can come in from various sources uh they can come in from web they can come in from you know a trade show all of these are various sources through which a lead can actually come inside your crm a contact is a customer so when a lead gets nurtured they get converted into a contact and they become your customers an account is a contacts company so to give you an example an account can have multiple contacts under it because if you are talking with a company you you're talking with a specific person who's from that company so an account would have multiple contacts there's no specific contact inside a company there might be multiple people that might work for a specific organization so that's called an account and a deal is the place where you can track uh you know a specific business that you're having with your customers in a pipeline it shows you various stages different types of stages where you can where you can track each and every stage and know where exactly is that so these are the main components uh that salesforce automation would actually solve for a sales team number one knowing which lead to give high priority and assigning the leads of course because without a lead owner in place you will not be able to track who's responsible for that lead sales pipeline management which is going to be the deals module that's going to let you do a pipeline management and track where that deal is specifically at number three is automating the routine tasks so in a day if you're receiving up to 200 leads it's difficult for you to assign sales reps so in that way you can make sure that a task is assigned automatically after the lead gets created scheduling activity and notification is another important thing because that keeps a track of any activity that the sales rep performs and lastly is going to be reporting because reports play a vital role in any company as they show you a pictorial representation of what truly is happening in your business so these are five different components of salesforce automation and we'll understand this as we move ahead so what's the solution solution is salesforce automation but salesforce automation is just not the solution the features included inside the salesforce automation is the solution so the first solution is going to be lead generation because if you're not getting leads inside your crm you'll not be able to follow up with them so how can you receive leads so web forms is a very important feature as it lets you create a form on your website and get all the important information from a lead or anyone who's visiting your website because if anyone comes to know about your business the very first thing that someone is going to do is go to their website and go to your website and that's where they'll figure out that there is a form wherein they can fill out all the information they need live chat another feature that lets uh the visitors on your website chat with you so if someone has immediate questions they can just chat with you and get the answers and after they chat with you you can push them as a new lead inside crm so this is one important way through which you can generate leads and web forms are a part of crm so you can create forms inside crm map them with the right fields so that the information is stored inside your crm data enrichment by zia so to explain this feature let me first tell you what zia is zia is an artificial intelligent software that zoho has developed and it makes use of machine learning so it understands uh you know a lot of things that an automation cannot do that's what zia is and data enrichment it fetches in information from the web so to give you an example let's say you create a new lead and you enter all of the information that you've got so the only information you have is name phone number email address and say company name however you do not have any other information about the company you just know the name so what's the next step what you'll go to the web you'll search for the company name and you'll try getting all the information that you can how about zr does this for you so in that case by making use of data enrichment you can fetch information automatically from cr so as an example over here zia is actually enriching information like address information the phone number and each and every information that it finds out on the web so another way of fetching more information about any specific person or a company can be done by making use of data enrichment now do not worry i'm going to show you each and every feature uh while i do the demo so data management is something that we completely work on the assignment rule like i said earlier it's very important for a lead or a contact to have an owner because that's when you know who is responsible for a specific lead or who is responsible for a specific contact so by making use of lead assignment rules uh whenever a lead or a contact is getting created based on a condition you can assign users so automatically a specific user gets assigned to a lead they can notify that the lead is created under under their name and they can go ahead and they can start following up they can do the nurturing work one thing that's important here is a lead assignment rule can be done by making use of a criteria because criteria is important let's say if your organization is uh you know located in different countries you have one organization in australia the other one in us another one in canada and you have various employees working all over the world in that case when a lead gets created assigning those leads can be done by making use of this criteria so whenever whenever the country is australia the leads get get get assigned to an australian employee whenever it's us it gets assigned to a u.s employee that way your leads would be filtered segmented and each and every organization or each and every uh particular region can do their own follow-ups that's what lead assignment rule can do for you lead scoring uh knowing which lead to follow up first knowing which lead is very important can be done by making use of this feature lead scoring lets you rank your leads by by knowing what actions that they have performed and based on that you can start following up with them so for example after a lead gets created and if the lead status is pre-qualified then you add 10 points to that lead if the industry is technology you add another 10 points so whichever lead score is 20 a specific sales person would go ahead and follow up with them first whichever's whichever lead score is zero that would be the last in their list so that's what lead scoring can do for you lead reporting uh reports again like i said is an important feature so for you to know how many leads are getting created in a day the best thing to do is create a report that shows you the number of leads that are getting created versus the number of leads that are created by making use of a lead source because lead source is very important as you can see in this example it shows you each and every source and the amount of leads that are created so you as an employee or a manager of a sales team would know which leads are you know which source is actually very important for you whether it's advertisement or whether it's ratio that's why you know so reports is very important an advantage of creating reports is you only have to create them once and after that whenever you need it you can just go inside that report refresh it and you'll have the data updated and and you have also have the 360 degree view of your prospects and customers so i'm not really sure if most of them have had a look of that so when you go inside your crm inside a contact or inside a lead you get to see the related list that would be on the left hand side of your screen and it shows you each and everything that you need it shows you notes it shows you the emails to keep a track of the emails that are sent it shows you the activities so you get to see the amount of activities that are done on a specific lead it shows your sales orders purchase orders invoices so each and everything specific to a prospect or a customer would be shown inside so you can keep a track of each and every customer whenever you need to and let's say if a specific customer comes back to you after two years and you still want to see what's happened before crm will still keep a track of it and that's why 360 degree view of your prospects and customers is very important inside crm and this is something that you do not have to set up this is a feature that's already available inside crm and we have different types of channels available that let you track all the communications that you have we have telephony that lets you make and receive calls from crm all you need to do is integrate a phone bridge provider with crm and then you're good to go you can start making and receiving calls right from crm emails like i said earlier you can sync your emails with zoho so that you don't have to log into your mailbox each and every day you can you can track send emails receive emails right from zoho that's sales inbox live chat uh this feature lets you chat with the visitors that come on your website so you can chat with them convert them into leads and you know communicate with them in an easier way and lastly we also have social media we all know how important social media has become these days so keeping a track of what's happening on your social media is also important and you can start fetching leads from your social media and push them pretty seamlessly so that you don't have to create them again and again and tracking the open activities and sales history something that i just spoke about uh in the 360 degree view of crm so it looks something like this as you can see in this example the sales orders the invoices the open activities created are right there so whenever you go inside a specific account or a contact you get to see all the information and you know how important that account is or how important that contact is multiple sales pipeline i'm sure most most of you would have used uh the deals module right and uh we all have seen one single pipeline that lets you track that specific deal in different stages what if your company is dealing with multiple products in that case you cannot keep adding stages inside one single pipeline that that will create a very big pipeline with different stages so that's why we have this option to have to create multiple sales pipelines wherein based on each and every product you can create different pipelines and whenever you create a deal you can choose the right pipeline and the stages will be automatically popped up so multiple sales pipeline is also a new feature inside crm and for those who haven't started using it i would like you to probably explore that once and let us know how it works workflow rules we all know how important this particular feature is lets you automate your entire uh process so most of them want to send out emails after a lead is created most of them want to create tasks after the lead is created doing that manually going inside each and every lead after the lead getting created sending them emails it's going to consume a lot of your time and creating tasks one by one it's again are going to consume a lot of your time in that way in that case you can make use of workflow rules create a workflow and make sure that all of these are automated so whenever a lead gets created based on a specific condition you can send out an email and the templates might differ that's why we have the conditions option so that you can choose the right criteria and send it out so if you if you look at this example here whenever the lead source is trade show there's an email notification that's sent out but whenever a lead source is advertisement i might want to send out another email because they've just come through an advertisement and not throw a trade show that way my template would differ so workflow rules will actually let you automate your entire process and these are basic actions but the actions that are used are pretty common in most of the customers that have used zoho crm scheduling activities and sending out notification like tasks meeting emails and calls these are four major ways through which you can track your activity one good example that we spoke about was automatically creating a task whenever a lead is getting created so if a task is getting created automatically how would a specific lead owner or a specific person a sales person would know so notifying them is important and you cannot notify them personally each and every time that's why you can automatically notify them whenever a task is getting created so that they can start following them following up with them and you do not miss out on that lead so here you have an example and there's the workflow that's created and looking at that example we have we have two conditions in fact three conditions and the first condition is when the email is sent to sales at zilker.com and if the subject contains interested in demo then the lead then there's a field update that's happening lead status gets updated there's a slack notification that's sent out so people get notified on slack you can also make use of click either of it and a task gets created so three actions happening for one specific condition so this way you can make sure that your process is automated but this is pretty easy to do but it's also important for you to have your process on hand so that you know what kind of automation you need to create so if you have a business that actually concentrates on this then i would suggest you to try this try these workflows out and see how that work and lastly we have sales reporting we have different types of dashboards available we all know how important reports are so you can create some dashboards share those dashboards with your with your managers with your boss and you know you can keep a track of what's happening so one good example of a dashboard is right here that shows you a pipeline versus different territories territory is nothing but uh having your organization in different places in different regions so that way you can keep a track of what each and every of your organization is doing and amount of revenue that they are generating for you right so we spoke about some features right so these are the features that we'll keep talking about as we move ahead and they you know we have two more scenarios left uh the second scenario that we're going to be talking about is a day in the life of a sales manager so we'll see what challenges a sales manager faces the first challenge that he or she would face is assigning the leads to reps because in a day you get a lot of leads and assigning them to reps manually it's not feasible secondly building a standardized sales process it's very important so that when you build a process your entire sales team can follow that so it's the job of a sales manager to do that and it's one of the most important challenges that a manager would face tracking and improving the sales performance would be the third one and lastly it would be identifying the sales anomalies so four challenges that a sales manager would face and let's see how we can overcome these challenges so the first the first solution would be lead management managing the leads assigning them in such a way so that you lead your your users the sales people are actually notified because they spend a lot of time in ineffective prospecting so by making use of lead assignment rules you can assign the leads automatically the sales manager can create a lead assignment rule so that the leads are getting assigned equally based on a specific condition and you can make sure that they are managed properly building a standardized sales process is very important this is where we'll talk about multiple sales pipeline let's say if you have uh you know two rental businesses the company owns two types of businesses number one is the home stay rental and the other one is co-working space so these are two types of business business that your company sells and two different types of process that your company follows so for home stay rental they follow new booking requests an offer is made booking confirmation is sent and then the deal is closed worn or closed lodged however for co-working space a new booking rece a new booking request is received an offer is sent out um negotiation is done a contract is sent and then closed one or close lodged so how can you achieve this so whenever the new deals are getting created from these businesses you can make sure that you have two different types of pipelines so that one you know whenever they choose home state until they get these processes available whenever they choose co-working space we have the other stages available so based on that you can keep a track of how much revenue your home stay rental is providing and how much revenue the co-working space is providing so that's how a sales manager can build a standardized sales process so your entire team follows this process without fail and of course automating the routine tasks and notification so we're going to talk about a scenario here so let's say you wish to create a task for each sales rep every time a new read is created so a new lead comes in the source does not matter because it comes in inside your crm and you need a task to be created so your sales team follows up if the lead is not contacted within five days then you want to send out an email notification to that so say for example if the rep forgets contacting that lead and it's five days then you send out an email notification stating hey you still haven't contacted this lead the third one would be once a lead has been contacted so the sales rep looks at the notification starts calling the lead immediately and after they've been contacted you want to send out an acknowledgement email to that customer and if the outgoing email is not replied within two days you would like to assign another task to the rep so this is one scenario that can be achieved by making use of workflow rules so tasks can be created when a lead is created an email can be sent if the rep is not contacting that lead and after the lead is contacted an automated email can be sent out so this is another way through which a manager can build their own process and this can be done by making use of workflow rules since reporting reports is a completely separate module that zoho crm has it shows you different types of reports you can create those reports and convert them to dashboards some important examples for reports are leads assigned to individual sales reps you want to see the amount of leads a particular sales rep owns the number of inbound and outbound outbound calls made for the day calls handled by each and every sales rep so that way you can keep a track of the amount of job the amount of work that a specific resource is doing making sure that you track your deals by stages because if you have two different types of business or products that you're dealing with tracking your deals by different stages is also very important the fourth one would be deals closed by a specific sales rep that way you get to know the amount of revenue that a sales rep is giving you and lastly looking at the overall monthly sales that would also come under reports so these are different types of reports that a sales manager can create and i i don't think that a sales manager needs to create this when he or she is making use of crm because these reports are already available inside crm if needed you can modify it uh by making use of filters so that you can based on a month or based on a year you can pull out reports so these were the challenges that the sales manager was facing and we found out the solution by how they can make use of salesforce automation and the different features in it so the last scenario for this webinar would be a day in the life of a sales rep what are the challenges a sales rep faces the first challenge checking new emails as soon as you log in you have to go inside your email see if you've received any email from a lead check if any new leads are assigned so when when the manager when the sales manager is making use of the lead assignment rules and when the leads are getting automatically assigned to you you would like to check the amount of leads that you've got for the day the amount of leads you would want to follow up check your schedule the meetings that you have the amount of calls that you need to make for today so you need to check your calendar as well updating customer information not an easy job to do because you have to go inside each and every contact and update it so knowing which customers information to update is very important for a sales rep and lastly sales target review each sales person or each sales team would have their own target achieving that target is also important so keeping a track of it making sure that the target is reviewed properly is another challenge that a sales rep faces so how can these challenge be solved well the answer to it is is the same sales force automation but the features are a little different and the way you're going to be making use of those features is also different automating the entire follow-ups that you have and sending out notifications so some activities that can be automated for the sales rep would be notifying different sales reps when a prospect interacts with your company and to keep a track of them in one place for future reference so if a lead is getting in touch with you keeping a track of what's happening the amount of emails that are sent it's very important so that's one place where a sales rep might want to automate that process the second one would be scheduling a prospecting call for all the qualified leads so scheduling calls with them so that a rep does not forget reaching out to them is is another solution for the challenges that they face they can make use of the calendar that's available inside crm to keep a track of all the meetings that they've got for the day the third solution would be sending out immediate notifications to any sales rep or to a specific sales rep when a quote is received from an important deal so if an estimate is received and you want to send out an immediate notification for a sales rep so that he or she can also keep a track of it that can be another automation that a sales rep might want to do and lastly emailing a booking link a calendar booking link to the prospect so that they can schedule a call with you at their convenience because rather than you asking them for time slots it's always good to send out a calendar link so that they can click on that link schedule a call at any available slot and the call is available the call will actually be pushed inside your joho crms calendar so that you can keep a track of it so keeping a track of all the meetings calls and tasks is also important the activities modules will let you do any meeting any call or a task that that you have that a sales rep has can be tracked of course meetings can be tracked calls can be tracked inside the calendar or to keep a track of the tasks that they have they need to make use of the activities manual i mean module sales performance knowing how you perform and the target that you have in front of you is important so by making use of reports they can analyze monthly quarterly and yearly targets they can see what's their target and how close are they they to achieve that number of leads that they've engaged with so the amount of time that you're spending in a day the amount of leads that you're reaching out to is also important and keeping a track of them you can create some reports that can show you the amount of leads that you've called in a day the last one would be the amount of leads that you're converting so you spend all your time nurturing the lead so knowing how many leads you've converted is also important so you know the amount of revenue that you're generating so if you keep a track of all these three particular features then you will get to know the amount of revenue that you're generating and this can be done by making use of the reports module so let's move ahead move ahead to the demo and i'm going to show you these features i'm going to quickly run through these features before we end this webinar so the very first feature that we'll talk about would be lead assignment rules and when you go to settings under the automation part you have assignment rules as a feature so assignment rules can be made used uh based on any criteria that you have so you just click on new assignment rule over here choose a module for which you would like to have the assignment rules for so let's say i want an assignment rule for the contacts module and i want to assign it based on country so the first thing apply this rule whether it's going to be for all the records or whether it's going to be for the records matching certain conditions so over here i'll choose matching certain conditions because i have a condition in front of me and that is country so i'll choose mailing country is usa so whenever the mailing country field has usa then this assignment rule will be executed and the record will be assigned to this specific user and then again save it or if you need a task to be created as soon as the lead is assigned you can click on add task create a new task and create it over here so two actions are happening in one shot you can do it that way or you can create a task from workflow itself whichever is feasible for you and you can save this so whenever this criteria is satisfied then the lead will be assigned to this specific user that's what lead assignment rules are all about so you can make use of lead assignment rules for different modules if you need so if you have a condition in front of you and if you need the leads or contacts to be assigned automatically and maybe you can try assignment rules the second feature under the automation would be workflow rules we know how important workflows are and there are so many workflows that you know that are created over here but i'm going to create a new workflow and show it to you so how would you send out an email as soon as a lead gets created so workflows are module specific so you need to choose a module first i'll choose the leads module and i'll name it send email so when would you like to execute this rule it would be on a record action because the action is happening immediately right the record has to be executed on a record action and whenever a lead gets created i'll choose next and if the same condition over here if you need to choose so if you have a criteria you can create it you can add it here if you do not then you can choose all leads so this is going to be happening for all the leads and here i'll choose the email notification and i'll create a new email notification over here so the name of the email would be thank you email and i'll choose the recipients and that would be the leads email address so it will fetch the email address from the leads module and it will send it out and here i can choose the template i can choose any template that i need or if i need to create a new template i can click on create template and i can create it so that way you can send out an email automatically as soon as a lead is created you can add more actions if needed you can add conditions if needed you can also add scheduled action so if you want an action to not happen immediately you want an action to happen after some time maybe after 24 hours you can do that and if you need to create a task you can create a task as well so this is workflow inside crm a very important part that lets you automate your entire process so we had a look at the workflow rules assignment rules inside uh the automation so let's complete automation by seeing scoring rules which would be the last scoring rules like we discussed let you score your leads so based on the actions that they perform you can score them so over here as an example if you see if the budget is 10 000 then we add five points if the email is not empty we add two points because there's an email address there there's a good way of following up or sending out emails if the phone is empty then subtract two points because you do not have a phone number you only have an email address likewise you can score your leads and here you have email conditions as well if you're sending out emails then you can also score your leads so an incoming email if a lead sends out an email to you you add 10 points so based on those criterias you can score your leads and how do you see the lead score you can just go inside the leads module and click on a lead scroll down and here you have the score summary you get to see the score of the lead now going inside each and every lead is not feasible so that's why we have the filter options available so you can search for score and you have score available if the score is five show me that i do not have much information inside this so it does not show that but that way you can keep a track and your sales reps can actually know which lead they need to call first so that would be more of what automation has inside salesforce automation um looking inside the customization we have multiple sales pipelines that we spoke about today so coming inside here you can create different pipelines and based on the product you can choose the deals so whenever i'm going ahead and creating a new deal i can choose the layout here so here right now it's a rental deal and if it's an insurance deal that i'm creating then the stages the field would differ so you can create different layouts and you can create multiple pipelines for those layouts and keep a track of different stages inside the deals and filters are an important part so if you have a lot of information inside your crm then i'm going to suggest you to make use of filters so that you can keep a track of every deal every contact and every lead that's available inside your crm we also spoke about different channels that are available inside crm so email we spoke about sales in box so all you need to do is do an imap integration with your mailbox let's say if you're using gmail just do a sync and imap sync with crm so that it syncs all your emails from gmail and shows it up inside sales inbox so you no longer no longer have to login inside see uh gmail to check your emails you can just log into crm keep a track of your emails send and receive them and also keep a track of the emails that a lead or a contact sends you so when i go inside a contact you might find the emails option here so here you can keep a track of any emails that are sent and received from a contact it looks something like this and you can look at what that email was you can keep a track of it we have telephony we have more than 50 providers that integrate with crm so you can just integrate your phone bridge with zoho and start making and receiving calls right from crm we have social channels facebook and twitter so you can make use of that to fetch leads from facebook and twitter because social media is very important so this feature would be very important for your company to all you need to do over here is create a new brand and sync it with crm in that way you can start fetching leads from your facebook and twitter and you can also automate the lead generation if you need from facebook and twitter so i haven't logged into it that's why it does not let me do but an example that i can give you here is whenever someone likes a post on facebook you want them to be created as a new lead that can be done because that's that's an action that's performed on your social media and based on that that action you're actually creating them as a new lead and after they get created as a new lead we saw the automation uh feature so you can automatically send out an email and create a task so that your sales rep can follow up you also have chat feature that's powered by sales iq so for this you need to have a sales iq account but after you have it you can actually have a chat box inside your website so visitors visiting your website can chat with you so these are various channels we spoke about automation we saw customization let me show you what data enrichment is all about that's powered by zia and that's included in your crm if it's an enterprise version so zia data enrichment works only for three modules that's leads contacts and accounts and it makes use of three fields company name email address and website if either of these fields has information then it will start fetching information on the web let me show you an example here so when i'm creating a new lead and let's say i enter the lead name and over here i scroll down and i enter the company name say zoho and when i do that i get this option on the top it says enriched data available and when i hit on that i get all the information from the web whatever zoho is able to fetch whatever zi is able to fetch i'm sorry so i get all the information and the address information that's very important and i can just save this and when i update the lead it updates all the information so sales reps no longer have to go to the web to get more information by making use of data enrichment they can fetch that information automatically from the web and update it and of course uh we also saw web forms so under developers face space you have web forms as a feature you can create forms from here and you can update that on your website so people can come on your website fill that form up and you can have them created as a new lead this is how the form looks like and of course it can be customized and you can have that you can all you need to do is after you create a form just copy the code embed that on your website and then you can you'll see the form on your website and anyone who fills up the form can be created as a new lead or a contact that's another way of generating leads we also saw reports probably the last feature for today when you go inside the reports module and click on all reports you have different types of reports that are already available for you so i don't think you need to create any reports if it's it's something basic that you're looking at because those reports will already be available for you just try searching for it by making use of the search option you'll find those reports and if you do not you can create a new one these are various reports that are available and these reports can be converted into a chart or maybe you know a pie chart and you can have them added to the dashboard and let me show you how a dashboard looks like a good example for a dashboard is available here so let me choose this and this is one good example this dashboard shows you the amount of leads that are created in this month the amount of revenue that you've got and the amount of deals that are in pipeline and you can create new dashboards as well if you need to by clicking on this option and when you do this you have these options available chart kpi you can also pick it from gallery and you can choose how it needs to look like if i choose this i need something like this and this one example is a template and you can choose the condition over here and save it so whichever deals are closed one it shows us the amount of revenue that it has generated so dashboard also needs to be created only once you can push this dashboard to your home page so that whenever you log into crm you get to see that dashboard that would also be possible so that's more of what features we saw today and these are uh you know pretty simple features when you start looking at it but once you start working on it i would like you to compare your business scenarios with with salesforce automation and think about how salesforce automation can actually be used in your business i'm sure these basic automations like sending out emails automatically most of them listening to this webinar would be using it or would plan to use it by after looking at this so i would like you to maybe go through this explore it as much as possible and let us know the feedback so before we end this webinar uh let's have a quick look at some frequently asked questions so the question number one is it possible to use the contacts module since we are b2c yes we do have two different most of them have two different types of business b2c and b2b it's not mandatory to make use of the accounts module you can disable it based on what your business is about if you are b2c then you can only make use of the contacts module how do i have my emails automatically associated with my contacts so we did have a look at the emails module inside crm that's available on the left hand side so after you uh do an imap sync with crm once you do that you'll have your email shown up any email conversations that you have with your contacts or your leads that can be shown up and by making use of the email integration feature you can automatically associate that with your leads or contacts how do i make my agents fill certain fields before being able to close 18 and you can achieve this by making use of layout rules so for example you want your sales reps to fill out the customer's email address so the customers mailing address before they try to close a d in that case you can make use of layout rules you can make those fields a required fields so that whenever they try to close a deal that comes up as a pop-up and they have to fill it up in that way they will not miss those fields and make sure that that fields are filled up can i prevent my users from deleting records in a module yes you can define permissions you can make use of profiles to make sure that your users are unable to delete records from a module so that's it with those frequently asked questions so whatever we discussed today guys i would like you to work on it explore it as much as possible and please reach out to us at support zoho crm.com if you have any questions at any point and we'll be more than happy to help thank you so much for listening to this webinar you all have a wonderful day ahead and stay safe thank