salesforce中常用标准对象Leads, Accounts, Contacts, Opportunities, Case的含义汇总

对刚学习salesforce的小伙伴来说，从字面上理解的salesforce的标准对象可能会与实际的商业情景有所出入，所以特地为大家找了一些非常接地气的参考资料，陈列如下：

常用标准对象：Leads, Accounts, Contacts, Opportunities, Case(对象可以理解为页面中的tab)

经验之谈：标准sales app的整个业务流程是先通过其他渠道（web、phone、trade show......）了解到了顾客购买需求，然后形成了线索Lead，根据sf自身特性，线索Lead中必须包含公司名称Account Name和联系人Contact，在线索转化Convert的过程，会自动新增线索中已有的客户Account和联系人Contact信息，有必要的时候（转化时将Lead也转成Opportunity，即不勾选checkbox）补全机会Opportunity，到机会完成转化后购买程序达成，然后形成合同Contract，这一切成功了就形成了个案Case。

总结4大标准对象：

数据转化：

Leads：

标准解释：Represents a prospect or potential opportunity.(代表一个有发展前景或者有潜力的业务机会)

通俗解释：

1> Leads: The people interested in your products and servicers(but have not purchased from you);

2> Sources: Where you get your leads(like websites, events活动 and purchased lists.);

3> Activities: Actions like tasks, calls and events.(sales reps can log all their actions, like tasks, calls, or events-all as activities that are traced in relation to the lead

Depending on how your business works, your determination the points at which your reps covert leads).

 

When they are converted, the leads’ details are pushed into accounts, contacts and opportunities.

Accounts:

标准解释：Represents an individual account, which is an organization or person involved with your business(such as customers, competitors, and partners).

通俗解释：Accounts are the companies you have a relationship with. They may include organizations that are: prospects, but not yet customers, customers who purchase goods or services from you, partners who work with you to sell goods or services, and competitors you want to keep an eye on.

个人账户和商业账户的一些重要区别：

• Person accounts are forever. After they're turned on, you can't turn them off.
• If your organization uses both business accounts and person accounts, you’ll have to select which type of account you’re creating whenever you add an account.
• Person accounts can’t have contacts.
• Person accounts don’t have an account hierarchy.

 

Contacts:

标准解释：Represents a contact, which is an individual associated with an account.

通俗解释：Contacts are the people in these accounts who matter to your business. For example contacts may include: Decision makers, influencers, assistants or partners.

社交网络中的账户和联系人：

Social Accounts and Contacts

The Social Accounts, Contacts, and Leads feature adds social network information from Twitter, Facebook, YouTube, and Klout to your records. To use it, you must have an account on each social network that you’re using, and you have to link the account or contact record to a user profile on each social network.

After you’ve set that up, the social network information for the contact or account is available on the account record or contact record on the full Salesforce site. On Salesforce1, you can view social network information for Twitter users only.

You can’t see anything about an account or contact that wouldn’t normally be available to you when you’re logged in to the social network. But you can see that information at a glance and easily switch between networks. If you connect a Facebook or Twitter profile for an account, contact, or lead, you can use the social network profile image as the profile image for that account, contact, or lead in Salesforce.

Before you can use the Social Accounts, Contacts, and Leads feature, your admin must enable it for your organization and you have to configure your personal settings.

详细了解配置请看：https://trailhead.salesforce.com/modules/admin_intro_accounts_contacts/units/admin_intro_accounts_contacts_basics

Opportunities:

标准解释：Represents an opportunity, which is a sale or pending deal.
通俗解释：Opportunities are potential revenue-generating deals that ales reps track through the sales cycle until the deals close.Sales reps use opportunities to track deals, generate pipeline, forecast revenue, and determine what is needed to keep the sales process moving along to the next sales stages.

补充Case：

Your customers need your help. Complaints, problems, comments, and questions are normal, but when your customers have issues with your product or service, your company risks losing customers or damaging your brand. The best way to prevent that from happening is to track your customers’ issues and resolve them quickly. That’s where cases come in.
参考：https://trailhead.salesforce.com/modules/service_basics/units/service_basics_intro