Donations Salesforce Guide

Salesforce

Salesforce is both a useful and a complicated system. Its value and complicatedness both stem from the fact that it is endlessly customizable. Please note that the instructions you find below are somewhat basic. They cover the existing procedures we have but may not cover any future additions or edits you might like to make. However Salesforce has a wealth of resources online and it is almost always possible to find an answer to your problem with a Google search. The success.salesforce.com community forums can be particularly helpful for more targeted questions, while the trailhead.salesforce.com links give more general overviews. If at first you cannot find an answer to your questions, try rewording your search to ask it in a different way. Best of luck!

Leads and Lead Conversion

Leads Process
- New Lead comes in
  - Verify it is a donation inquiry and not irrelevant
    - Qualification
      - Relevant
        
        Any donation of household materials in the continental United States
      - Irrelevant
        
        Any donation:
        
        Not in the United States
        
        Requests to sell items to Second Chance
        
        Spam
        
        If relevant, Convert the Lead to an Opportunity
        
        If irrelevant, mark Lead as Status = “Closed – Irrelevant”
        
        If need to get more information to qualify, mark Status = “Verifying”
      - See “Leads” below for guidelines on what information to fill in the remaining fields

Lead Conversion

Click the Convert button
- ALWAYS click in the Account search bar on the right side of the convert window and search the donors last name to see if they are in our system.
  - If they are an existing donor, select their name
  - If they are not, select Create New on the left side of the convert window
- Repeat the process above for Contact
- Always create new Opportunity
  - Each new Lead should be a new donation inquiry so you will never be working off of old Opportunities
- Hit the Convert button
- Click on Opportunity
- Create Task on newly created Opportunity
  - Subject will either be Schedule or Call for Information
  - Type: Call or Email
  - Due Date: that day or maximum the following day

Scenarios:
- Opportunity comes in with photos and complete information
  - Qualify
    - Accept
      - Start scheduling
    - Reject
      - Send rejection email
      - Change Stage = “Closed Lost”, select Reason Opp Lost
  - If not able to immediately address…
    - Create Task
      - Subject: “Follow-up”
      - Due Date: Same day if incoming before 11 am, following day if after 11 am
- Opportunity comes in without photos and/or need more information

Step 1. Email or call donor for photos/more information
- Note: You can send donors an email directly from Salesforce. Do so only AFTER reading the “Emails” section in this document.
Step 2. If no response, immediately create follow-up task
- Follow up one more time to make sure we do not lose the donor simply from lack of contact
- Due Date: At the most three days later
  - (allows donor time to respond)

Activities

Activities include both tasks and events. Tasks function as a sort of to-do list and a history of completed actions detailing your efforts on Leads and Opportunities. Events are relevant for Appraisals only. Find all your Upcoming and Past tasks on the Activity Timeline, which you can access on the Activity tab on any record.

Tasks

Create Tasks for yourself by going to the “Activity” tab

Click the New Task action tab

After you create the task, you can see it in the Activity Timeline. If you click its name, you will be able to see more details.

Task Details
- Subject
  - Select a Subject from the list or create your own.
- Type
  - Select a Type
- Due Date
  - Select a Due Date
- Assigned to
  - Indicates the assigned owner of a task. By default, the task is assigned to the user who created it. You can change this field if assigning a task to another user.
- Status
  - Indicates the status of a task; for example, “not started” or “completed.”
- Comments
  - Type any further details about the task.
- Priority
  - Indicates the urgency of the task. Normal will usually suffice.
- Task Subtype
  - Can select or leave blank
- Related to
  - Indicates the record that the task is related to, such as an account or an opportunity.
- Name
  - Contains the name of the contact or lead related to the task.
- Other Information
  - Repeat This Task
    - Select After due date or After date completed
  - Recurrence Interval
    - Enter the number of days after the task’s due date or completed date when you want the next task to be due.
  - Reminder Set
    - Allows you to set a reminder to yourself re this Task. Shows up in the Notifications bell icon in the top right corner of Salesforce page and as a pop up.
  - Create Recurring Series of Tasks
    - This checkbox lets a user set up a series of recurring tasks. Enabling this option disables the Due Date field, because each task occurrence in a series has a different due date.
System Information
- Created by
  - Indicates the user who created the task, along with the task creation date and time. Read only, i.e. you cannot edit this field.
- Last Modified By
  - Indicates the user who last changed the task, along with the task modification date and time. This field is read only.
Note: ALWAYS have an open task for yourself
- Tasks do not end until:
  - Lead is marked Closed or
  - Opportunity is Scheduled/ Received/Lost
When you finish a task change the status to Completed
- Then click Save & New Task until the Lead/Opportunity is closed or finished

Log a Call

Another option on the Activity tab

Can use to record details of a phone call or email that has already happened.
- (i.e. not making a task for yourself for the future, but recording the outcome of activity you have already completed).
Log a Call Details
- See Task Details above

Leads

Generally a Lead can be considered a possible donation inquiry
Name
- Recipient of the deduction
Company
- This is the Account Name when the Lead converts. It should always be formatted First name Last name Account
  - (unless a business is receiving the deduction in which case it should be Company name Account)
- Note: this will autofill from the fields First Name and Last Name upon the creation of the Lead. This is because the majority of our donors are individuals. You may change it after the first save to your preference if necessary.
Account Type
- Select personal household, company, or other based on the type of donor (the entity receiving the tax deduction)
Company Name
- If the donor has filled out their Company on the webform it will flow here. If you get the donor’s company you can put that info here.
Opportunity Type
- Always Donations (should autofill)
Address
- Mailing address for all Second Chance correspondence with the Donor
- Please use the address search bar that appears above the street field. You might need to wait a second for it to appear. But this will automatically standardize your address. Please also enter any donor submitted address information from web forms into the search to standard their spelling as well.
IMPORTANT: We use these addresses for mailing collateral as well as analyzing donors. It is therefore very critical that everyone completely and accurately fill out these fields. Make sure this field looks as it would if you were mailing a letter to the donor.
NOTE: If you’re searching an address in the search bar that includes an apartment number or unit number, you will need to repaste that into the street address as the standardization feature (which is great and we want!) will sadly wipe out the unit number.
Street
- All Street names should be capitalized and spelled correctly
- Please spell out Street, Drive, Lane etc. instead of abbreviations St., Dr., Ln. (the search bar will do this for you!)
- Please use: 1700 Ridgely Street, Apt. 3 or 1700 Ridgely Street, Unit 3 or 1700 Ridgely Street, Ste. 3 for standardized apartment and unit formats
City
- Standard spellings of every city
- First letter should be capitalized
- If you are not sure how to spell something, put the address in the search bar!
  - For example, we use “Washington” in the city portion of the address and “DC” in the state portion of the address.
    - Do not fill in the City field with: Washington D.C., Washington DC, NW Washington D.C., D.C., etc.
  - Common errors:
    - Lutherville-Timonium
      - Not: Lutherville, Timonium, Lutherville Timonium
    - Linthicum
      - Not: Linthicum Heights
    - Sparks Glencoe
      - Not: Glencoe Sparks, Glencoe, etc.
    - Bowie
      - Not: Booey (does not sound like it is pronounced)
    - State
    - Country
      - If your Lead will not save, check to make sure the Country is filled in. It can't save without a Country.
    - Lead Status
      - New
      - Verifying – getting more information
      - Closed – Irrelevant (spam etc.)
    - Lead Source
      - Fill out the method by which the donor initially contacted us.
        
        Webform
        
        Phone Call
        
        Email (direct email to any individual on the team)
        
        Donations email (email to donations@secondchanceinc.org)
      - Opportunity Type
        
        Should always read Donation
      - Lead Record Type
        
        Should always read Donation
      - Website
        
        Very rare that you will know but if the donor has a company with a website that is relevant to SCI knowing
      - Donation Information
        
        Donation Description
        
        Include as much information as possible about the number, quality, and characteristics of the items. Receiving uses this field to plan for allocation of space and processing etc.
        
        Score
        
        Rating desirability of donation pickup on scale of 1 (most desirable) to 10 (least desirable). g. Appraisals would be 1’s and indiv gross couch would be 10
        
        Timing
        
        Information regarding what order something need to be in
        
        g. “only from 10-1” or “Has to be 1^st” etc.
        
        Truck Space Estimate
        
        Estimate for the amount of the truck the items we are picking up will take allowing better coordination in scheduling
        
        Examples include: .1, 10%, ¼ truck, full truck, few items, etc.
        
        Appraisal Required
        
        Check if the donor is pursuing an appraisal
        
        Kitchen
        
        Remember to check this box if the donation is kitchen cabinets (can include appliances etc. but needs 5 or more cabinets at a minimum for this button)
        
        Pickup Location/Use Account Address
        
        If the pickup address is the same as the Account, you may click the checkbox to autofill this field
        
        Pick-up Contact
        
        Sometimes the pickup contact is not the donor. Fill this with the number (and name if necessary) of whomever is the contact for that day.
        
        Additional Information
        
        Campaign
        
        Name of the campaign responsible for generating the lead. Displays only when creating a new lead. Data entered in this field is stored in the Campaign History related list on the lead (look to the right side of the page). If you need to change the Campaign do so from the related list.
        
        Trade
        
        For all Company and Organization leads fill out the industry/trade. This is very important for marketing purposes.
        
        How did you hear about us?
        
        Very important for us to track for marketing purposes. Please try to get this info from the donor.
        
        How did you hear about us? (comments)
        
        Fill in if you need additional information about the donor, e.g. a special relationship with Second Chance that would influence whether or not we take their material
        
        Add to Constant Contact Email List
        
        Donor has requested to be added to our Constant Contact Email Newsletter.
        
        Email Opt Out
        
        Definition of Opt Out means donor does not want to receive marketing emails. You may still send them noncommercial emails. Donors will not be able to receive any List Emails (anytime you might hit “Send List Email” button), but will still be able to receive individual noncommercial emails from you from the Opportunity or Contact record page.
        
        System Information
        
        Created By
        
        User who created the lead, including creation date and time. Read only.
        
        Modified By
        
        User who last changed the lead fields, including modification date and time. This does not track changes made to any of the related list items on the lead. Read only.
        
        Is Converted
        
        This field lets you know if the lead has been converted. If you do not see a Convert button at the top of the lead, check here to make sure you are not working on a Lead that has already been converted. You should never be working on a converted Lead(!), because it has already become an Account, Opportunity, and Contact, which is where you should be doing your work.

Accounts

Generally the Account is the entity (person or business) receiving the deduction
Account Name
- Recipient of the deduction. Should be formatted First name Last Name Account or Company name Account
Account Type
- Select personal household, company, or other based on the type of donor (the entity receiving the tax deduction)
Trade
- Select an industry to which this donor belongs
Billing Address
- Mailing address for all Second Chance correspondence with the Donor
- Please use the search bar! See Lead notes on Address above for more details.
Phone
- Flows from Phone on Lead.
Account Email
- Flows from Lead Email
Note: “Mail To” is a field requested by Decon and does not need to be filled.
- Decon and Donations have different Opportunity record types; however, Account is the same for both.

Opportunities

An Opportunity is a possible donation.
For guidelines on evaluating Opps, see “Donation Evaluation/Qualification Guidelines” below
- To evaluate the donation we need at a minimum:
  - Location
  - Item number and descriptions
  - Any time constraints the donor may have
  - Any special considerations such as elevators, loading docks, etc.
- Opportunity Name
  - Should include
    - Donor name
    - City or area
    - Product description abbreviated
      - For lists longer than three or four items put furniture or building materials as a general description
    - g. “Smith – Annapolis – couch chair table” or “John Smith – Towson – furniture”
  - Note
    - Truck that is full
      - Go to the first Opportunity for that truck and add “COMPLETE” to the beginning of the Opportunity name to make clear it that that truck cannot accept any more pickups on that day
    - Appraisals
      - See Appraisals below
    - How did you hear about us?
      - Fill out this picklist when possible because it allows us to track where we get most of our referrals
    - How did you hear about us? (comments)
      - Fill in if you need additional information about the donor, e.g. a special relationship with Second Chance that would influence whether or not we take their material
    - Close Date
      - Date on which the donor is scheduled. Not as important to Donations as Decon.
    - Stage
      - New Donation – just created Opportunity
      - Scheduling – confirmed we want the item but trying to get a date
      - Appraisal engaged – for those Opportunities that need an appraisal and have engaged an appraiser
      - Scheduled – confirmed Agreed Pickup Date/Time with Donor. When this stage is reached, the opportunity appears on the calendar.
      - Received – change Stage to Received when Receiving gives back the receipts.
      - Lost – we rejected the donation or could not meet the donors requirements. Select a Reason.
    - Reason Closed Lost
      - Client Unresponsive - donor stops responding or never responds
      - Competitor Won - donor went with competitor organization, e.g. Habitat for Humanity
      - Pickup Window too Short – can’t meet client timeline
      - Denied for Pickup - Value of Items
      - Denied for Pickup – Distance (donor too far away)
      - Denied for Pickup - Too Many in Inventory (office furniture, pianos, armoires, china cabinets)
      - Client Changed Mind –
      - Client Gave to Relative or Friend/Sold Item -
      - Other – do not use unless absolutely necessary
    - Lead Source
      - Where the Opportunity came from. Should flow from Lead.
    - Appraisal Required
      - Check if the donor is pursuing an appraisal
      - See Appraisals Process below
    - Referral Source
      - If a company (such as an interior designer or contractor) referred the Opportunity to us, search Salesforce for their Account name.
    - Timeline Details
      - Agreed Pickup Date/Time
        
        If you have an agreed pickup time/date for your donor or a tentative place you would like to hold for them please remember to fill out this field so all team members can see that time/date is taken on the calendar
      - Pickup Location
        
        If the pickup address is the same as the Account, you may click the checkbox to autofill this field
      - Pick-up Contact
        
        If the phone number is the same as the Account phone number, you may click the checkbox to autofill this field
      - Pickup Comments
        
        Include all comments that would be relevant for our driver including places to park, restrictions etc.
      - General Description
        
        See Lead “Donation Information” above
      - Additional Information
        
        Primary Campaign Source
        
        Fill out with the Campaign you are attributing this Opportunity to (if necessary)
        
        Contact Roles
        
        This will appear as a "Related List" on the right side of the Opportunity details. It NEEDS to be filled out for the donor to receive a thank you and they have to be marked Primary. If you do not want a donor to get a thank you then do not add a Contact Role and/or do not mark them Primary.
        
        Note:
        
        When you create a new Opportunity from an existing Account, it will not add a Contact Role and primary contact. You must remember to do so.
        
        If you convert a Lead, the Contact Role will automatically fill with the name and address listed on the Lead. Make sure this is the correct person.

Contacts

A Contact is an individual on an Account
Will be created when you convert a Lead. Most of the information will be auto-filled.
- PLEASE NOTE: when you change an Account field (such as changing or adding an email) the Contact DOES NOT update automatically. You must change the information in the Contact as well
- If you are creating an Account and Opportunity without converting a lead PLEASE NOTE, you MUST create a Contact as well.
  - Contacts are what our mailing and marketing materials run off of. The information on the Contact must be as accurate and as full as possible so we can send the right things to the right people and get more donors!!
- Contact Details
  - Name
  - Title
    - Fill in if you know
  - Gender
  - Lead Source
    - Should flow over from Lead Source on Lead but can also fill out
  - How did you hear about us?
    - Impt for marketing purposes. Should flow from Lead.
  - Email
    - The most important field to have filled out
  - Work Phone
    - Auto-filled from Phone on the Lead
  - Mobile
    - As we move to potentially using text updates this will become more impt
  - Home Phone
  - Fax
  - Mailing Address
    - IMPORTANT – this is the field used in the Thank You letter report run by Liz. This is the field where thank you letters are sent.
  - Use Account Email
    - Fills Email in with Account Email
  - Use Account Phone
    - Fills Work Phone in with Account Phone
  - Use Account Address
    - Fills Mailing Address fields with those of the Billing Address on the Account.
  - Other Phone
    - Use if necessary
  - Other Address
    - Use if necessary
  - Contact Preferences
    - Individual
      - Part of the Salesforce “data protection” capabilities. Disregard for now.
    - Add to Email List
      - Donor has requested to be added to our Constant Contact Email Newsletter.
    - Email Opt Out
      - If the donor does not wish to be contacted via email for our mass email notifications, check this box
    - Opted-Out by CC
      - Ignore
    - Additional Information
      - Birthdate
        
        Fill out if we know (could be good for marketing purposes in the future)
      - Description
        
        Add any other details if necessary
      - Provider
        
        If this Contact came from a Provider list (e.g. Mark, Lisa, etc.)
      - Est Household Income
        
        Ignore

Scheduling in Calendar Anything

The calendar works off of Opportunities
- Agreed Pickup Date/Time is what determines the Calendar
- They are synced. If you change anything on one, it will be reflected on the other.
- IMPORTANT: If you delete an event on the Calendar it WILL delete that entire Opportunity.
  - If you do so go to the Recycling Bin and you will be able to undelete your file. Click on the dotted “waffle” icon at the top left of the navigation bar. Start typing “Recycle Bin” in the search bar and you should be able to select Recycle Bin from the options presented. The Recycling Bin is located on the left sidebar at the bottom. If you are unable to find the item for which you are looking, try changing the View at the top to “All recycle bin”.
- Naming conventions
  - See “Opportunity Name” below for basic format of the name and more details
  - Truck that is full
    - Go to the first Opportunity for that truck and add “COMPLETE” to the beginning of the Opportunity name to make it clear that the truck cannot accept any more pickups on that day
  - Appraisals
    - Appraised “First Name Last Name - APPRAISED #xxx “
      - This is for the Subject of the Event created on the Appraisal. See Appraisal section below for more detail.
      - #xxx refers to the number pickup it is for that donation.
    - Group opportunities for Truck One from 8 am - 12 pm and for Truck 2 from 1 pm – 6 pm
      - Deconstruction will schedule their opportunities from 6 am - 8 am
    - Important fields in the Opportunity
      - We work with the transportation Logistics Manager to coordinate with our drivers and for effective interdepartmental collaboration the following fields are especially important to have filled out on an Opportunity.
        
        Always fill out before 2:30 pm the day before the pickup
        
        Pickup Location
        
        Pickup Contact
        
        Pickup Comments
        
        Fill out Timing and Truck Space Estimate to the best of your ability (see Opportunity above for details)
      - In case of day of or day before cancellations, please talk as team to see if anyone has a donor they can place there!

Product and Quotes

Product and quotes serve as our receipts for our donor. Add product to the Opportunity for each item the donor is donating. Generate a Quote for each donor and this will serve as his or her receipt. To add a new Type of Product, see the document Salesforce Important Settings Guide.

Adding Product

On the right side of the Opportunity page in Related Quick List Links, find the Products section
Click the blue Product name
Click Add Product
Check the checkbox next to the products you wish to add
- You may also filter the available products by Product Family by clicking the funnel icon to the right of the search bar
Click Next
Fill out the quantity
Add a description of the item in the Line Description for our drivers (e.g. red couch)
DO NOT change the Sales Price
- We do not assign a value to the donation so this must ALWAYS be $0.00
Click Save

Quotes

On the right side of the Opportunity page in Related, find the Quotes section
Click the blue Quotes name
Click the New Quote button
Enter a Quote Name
- Note: this will autofill upon creation of the quote with the Opportunity name. You may put a random character in to save. If you then need to change the name after the first save you may then do so.
If this is a regular (non-appraised) donation, make sure to click the Syncing checkbox
- Syncing means that if you later add more products to the Opportunity, your Quote (aka receipt) will automatically update. If they are not syncing you will need to generate another quote.
Click the Save button
Click the Create PDF button
Print two copies of the Quote
- One for our driver
- One for the donor
Highlight the name, address, and contact number or our copy of the receipt (so our drivers can easily see it) and leave both on the table in the Accounting room
If you need to email the Quote to the donor (for example, they have lost it), click Create PDF and then click the Save and Email button
- If this does not work, save the PDF to your Documents and email from there

Emails

On a Lead, Contact, or Opportunity or Lead page, click the “Activity” tab
Click the Email tab
Either compose an email or select a template
- To select a Template find the small logo pictures below the composer box and select the one with a document and small plus sign image. Hovered over it should say “Insert, create, or update template”
- Select “Insert a template”
- On the right of the Insert Email template page, select “Donations” for the Folder
- Select whichever Donations template you wish to use from the list of “Donations – “ emails
- Click Insert
- Edit as necessary
Attach a File if necessary
- From the small pictures below the composer box, click the picture of the paper clip
- Find the File or click Upload Files
- Click Add
Subject
- You may put whatever you wish to in the Subject line. A good standard subject is “Second Chance Donation Inquiry” or “Donation Inquiry”
ALWAYS check to make sure the email reads correctly. Follow all the rules below. See “Canned Responses” at the end of this document for other emails you might like to send that are not part of the templates in Salesforce.
- ALL “No” emails
  - These are the MOST sensitive emails. Donors appreciate the time and personalization we put into these emails. Please check to make sure everything is correct and be as courteous and respectful as possible.
- “Items Acceptable” email
  - Often you will already have the pickup address. In these cases you can remove the line about including the address
- Click Send

Appraisals Process

The appraisal process can begin when a donor suggests their donation of materials would be generously above $4,999. When a donor wishes to maximize their tax deduction (i.e., claim above $4,999), the IRS requires a #8283 form signed by an appraiser and the CEO or President of the 501c3 that is the recipient of the donation (i.e., Second Chance). The donor could have items that are valued above $4,990 but not wish to claim above that amount on the deduction. The IRS can and does flag and review donations over $4,999 so that is why it is important to have a purchase receipt or a signed 8283.

If the donor wishes to move forward with the appraisal process, we recommend they speak with their tax adviser and a professional appraisal company. Second Chance has worked extensively with Green Donation Consultants or GDC as they offer a free initial estimate. We often offer to introduce the potential donor to GDC; however, we do not recommend them, we only offer their name.

*Since we have worked so closely with GDC, their name will often be used interchangeably with the word appraiser below.

New Donor via Direct Call, Email, Webform
- Create New Lead
- If they do not come from GDC already, introduce donor to GDC
  - “We cannot recommend any appraiser but we have worked extensively with Green Donation Consultants in the past and they offer a no fee initial appraisal. Would you like us to introduce you?”
- Call GDC to give them a heads up that this potential donor should be contacting them
- Convert the Lead
  - Name the Opportunity “First Name Last Name - APPRAISED”
    - Important: For appraisals, please note the legal name in the Account Name. This is for Liz when she is doing the IRS forms.
    - Click the “Appraisal Required” checkbox
  - At this point,
    - Get as much information from the donor as possible
      - Product description, location, extraction/renovation/moving timeline, multiple pickups or not, point of contact if not donor
    - If you can schedule a pickup date with the donor at this time, do so as they may want to donate regardless of whether or not they engage an appraiser
  - Create Task
    - Subject: “Followup with GDC”
    - Due Date: 3 days out
    - If you have not heard from GDC yet regarding an initial site visit, call/email them and ask if they have heard from donor. If donor has not contacted GDC, call/email donor to ask if they would still like to move forward with the donation process.
      - If there is no response, mark Stage: No Response and the Opportunity is closed
    - If GDC does contact you with a site visit prior to the due date of this task, mark task complete and note in the comments that GDC contacted you.
      - Change Status to Completed
      - Click “Save and New Task”
      - See below for next Task
- GDC contacts us with the date of the initial site visit
  - We immediately fill out in Donation Disposition:
    - “Tax Year”
    - “Appraiser”
    - “Inspection Date”
      - The date of the initial site visit
  - Set Task for five days from the date of the initial site visit
    - “Ask GDC for photos”
    - Due Date: 4 days from the date of the initial site visit
    - If GDC has not sent photos and you have not heard from the donor or GDC by this point, follow up with both of them.
    - If GDC does contact you with photo prior to the due date of this task, mark task complete and note in the comments that GDC contacted you.
      - Change Status to Completed.
      - Click “Save and New Task”
      - See below for next Task
- GDC sends us photos
  - Download the PDF from the email and upload to Notes & Attachments in the Opportunity
    - Click “Attach File”
- Following GDC contact, immediately call donor and discuss appraisal process details:
  - Are they moving forward with the appraisal?
    - If not, uncheck “Appraisal Required” and remove “APPRAISED” from the Opportunity name
      - They may still want to donate
  - Schedule pickup if possible
    - Make a Pick Up Event on the Opportunity
      - Set the Type as Appraisal Pick Up
      - Make the Subject: “First Name Last Name - APPRAISED #1 – description”
      - Fill out the field “Location” with the pick up address (tbd)
      - Set the Status
        
        Scheduled
        
        Will show on calendar
        
        New Donation
        
        Will not show on calendar… so you can take notes on the pickup but not have Receiving see it until it is scheduled
        
        Remember to change to Scheduled when you confirm, so it becomes visible on the calendar
    - The calendar where these events will show up will be called Appraisals
      - All “Appraisal Pick Up” Type items will be colored purple
        
        (For Robin’s purposes, the status will change the color of the item (Scheduled: Dark Purple, Received: Lighter Purple))
  - If not possible to schedule, set Task
    - “Call/Email to Schedule”
    - Due Date: maximum 3 days out from the phone call/email or at least 2 weeks before donor guesses they will be ready
      - Note: These are rules of thumb but please be sure to maintain appropriate and timely contact with the donor as we NEVER want to stop the process
  - Go over pictures with donor and clarify the items we will be picking up
    - Estimate truck space, any special equipment, etc.
    - Please keep in mind, the PDF of the pictures do not go to the donor
      - You may want to discuss with the donor specific items they may or may not want to donate at this time and sending them the PDF can facilitate this discussion
    - Add the description to “Donation Description”
  - Determine if multiple pickups are necessary, if yes:
    - Schedule if possible
    - If scheduling is not possible at the time of the phone call
      - Create Task
        
        “Followup Call”
        
        Maximum Due Date: 3 weeks out from this call
      - Create new Event w/ the Name: “First Name Last Name -APPRAISED #X - description of items” for the subsequent pickups
- After the phone call
  - Change “Status” in the Donation Disposition area of the Opportunity page
- Create Task
  - “Confirm with Donor”
  - Due Date: 48 hours before the scheduled pickup
  - Verify pickup details with donor and generate Quote for receipt – see below
- Making Receipts
  - Because we switched to Events, the receipts process is different than regular pickups.
    - Important to note: Quote-receipts for Appraisals are for drivers and for internal audit processes; for example, in case Receiving loses a Quote-receipt and needs to know what we expected to retrieve on pickup #2 vs. #3. The receipt here is not the donor’s receipt for tax purposes. But for our own internal purposes having a record of the items we expect for each pickup (i.e. a different Quote) is important.
  - Steps
    - DO NOT add Products to the Opportunity
    - Go to the Quote related list on the Opportunity Page
    - Click the drop down arrow and select “New Quote”
    - Fill in Quote information
      - Quote Name: “First Name Last Name - APPRAISED #X”
      - DO NOT click Sync*
        
        On a regular pickup you would click “Sync” but for all appraisals DO NOT sync
      - Save
  - On Quote page
    - Under Related tab
      - In Quote Line Items related list box
      - Click button “Add Products”
      - Add Products
      - Fill in Quantity and Line Item Description
      - Save
    - Click “Create PDF” button in top right
      - Click “Save to Quote”
        
        This creates a static copy of the products for that pickup
    - Scroll to Quote PDFs related list box
      - Click Name of Quote
      - Print
  - Additional Pickups:
    - Change the Opportunity name and Agreed Pick Up Date/Time
      - This is so the correct info will be on the hard copy given to drivers and collected by receiving
      - Change the name of the Opportunity to the #X pickup
      - Change the Agreed Pickup Date/Time on the Opportunity to the date of the pickup
    - Follow exactly the same steps as above to generate the Quote
  - Create Task
    - “Followup with Donor”
    - Due Date: 48 hours after the scheduled pickup
    - Make sure to confirm this is the last pickup and we have received all of the items
  - Once last pickup has occurred
    - Change “Status” in Donation Disposition to Complete
    - Remove any #X numbers from the Opportunity Name
    - Task Liz to let her know the pickups are all complete
      - Subject: “Complete”
      - Type: “Email”
      - Due Date: “Today”

New Donor from GDC
- Create new Lead
- Convert the Lead to get an Account, Opportunity, and Contact
- Get as much relevant information as possible from GDC
- Contact Donor to arrange pickup. See steps above for specifics.
New Donor from Builder/Designer etc.
- If this is a builder, designer, or other entity on behalf of a donor and they are to be the point of contact moving forward, simply list him or her as the “Pick-up Contact” on the Opportunity
- Follow all the same steps as above from “Create New Lead” on
Pinks
- Select Pink Record Type
- Make a Pick Up Event on the Opportunity
  - Set the Type as Pink Pick Up
    - *Important for calendar coloring
    - These will show up on the Appraisals calendar as pink items
  - Make the Subject: PINK First Name Last Name
  - Fill out the field “Location” with the pick up address
  - Set the Status as New Donation
    - *Will not show on the calendar
    - When confirmed, change the Status to Scheduled at which point it will become visible on the calendar

*Syncing means that if you change the Products (items we are picking up) on an Opportunity, the items on the Quote will then change as well. This is preferable for regular Opportunities where the products don’t change over the course of the Opportunity; i.e., one pickup, one quote, and one set of items. However, for Appraisals with multiple pickups you will have multiple pickups each with their own Quote-receipt…therefore, you don’t want to Sync the Quote because if you add or delete Products for the second pickup, it will change the items listed on your Quote for the first pickup as well. But there is another level of protection…as long as you click the “Save to Quote” button when creating the PDF for your first pickup you will have a static record of the first Pickup. Even if you forget and Sync the quote, PDFs are not affected by syncing and the contents only reflect the Products and the Opportunities listed at the time you click “Save to Quote”…the contents do not change even with further edits to Products.

Process for Moving Orgs/Auctions Houses

Moving Org Example

Wayforth contacts you with donor info
You create Lead with donor’sinfo
- Make sure how did you hear about us = Moving/Organizing Company
Convert the lead
Go to the Opportunity
Add Contact Role
- Select Contact on Wayforth Account
- Select Role of Moving/Organizing Company

Auction house Example

Alex Cooper contacts you with donor info
You create Lead with donor’sinfo
- Make sure how did you hear about us = Auction House
Convert the lead
Go to the Opportunity
Add Contact Role
- Select Contact on Alex Cooper Account
- Select Role of Auction House Appraiser

Campaigns

You may want to run a marketing campaign or thank specific donors. To do so, you can either create documents or mass email your contacts.

Creating a Campaign for Mailing Letters

Create a Campaign
- Go to “Campaigns” tab
- Click “New”
- Select Campaign Record Type: “Marketing”
  - Name the Campaign something unique to the effort (a date is usually helpful)
    - g. “June 2017 TY Campaign”
  - Type: “Mailing”
  - Description: Something unique as well

Add Members to Campaign through Report
- Go to “Reports” tab
- Make new report or select an existing report
  - IMPORTANT: If you are using an existing report ALWAYS “Save As” and save in the Marketing folder for your first Save.
  - IMPORTANT: Always add a filter that eliminates those Contacts that have an Email Opt Out box selected.
- Click “Run Report”
- Click “Add to Campaign”
- Click the small search icon next to “Campaign”
- Choose the name you decided upon earlier from “All Campaigns” > Click “Add to Campaign” > “Done”
Create Letters
- Note: This can only be done in Salesforce Classic.
- Go to “Contacts”
- Click on “Mass Mail Merge”
- Click “Create a New View”
- Name the view the same as the Campaign Name you decided earlier
  - g. “June 2017 TY Letter”
- Scroll to the field “Filter by Campaign”
  - Select the Campaign name you made earlier
  - If you do not see the campaign you are looking for select “All Campaigns” in the drop down menu on the top left of the page
  - “Save”
- Select the checkbox next to Name to select all recipients in that view
  - Click “Next”
- Select whichever type of document you would like to create: Documents, Envelopes, Labels
  - Select Log an activity if you wish to do so (perhaps to remind yourself that a document has been generated for this contact if you cannot remember)
- Select the Document Template
  - Click “Preview Template” if you wish
  - Decide whether to create one Word doc with all the letters or a separate Word doc for each
- Click Finish
Print
- Salesforce will email you with a link to the document you generated which includes all of the letters
  - If this does not happen or you lose the link, simply hit the plus sign in your tabs bar and click on “Documents” from the menu
- Click on the document you wish to view
- Click on “View File” at the bottom of the Document Detail page
- Print!

Send List Email to Your Contacts

You can send a mass email in one of two ways: from a Campaign record or from a List View. Sending from a List View will save the email Activity history to each individual record but will not record activity as part of the Campaign Activity history. Sending from a Campaign will record the activity on each record and on the campaign history. The choice is simply if you are acting as part of a campaign or just need to message a group of people.

From a Campaign:

Create a Campaign (if not one existing)
- Go to “Campaigns” tab
- Click “New”
- Select Campaign Record Type: “Marketing”
  - Name the Campaign something unique to the effort (a date is usually helpful)
    - g. “June 2017 TY Campaign”
  - Type: “Email”
  - Description: Something unique as well

Add Members to Campaign through Report
- Go to “Reports” tab
- Make new report or select an existing report
  - IMPORTANT: If you are using an existing report ALWAYS “Save As” and save in the Marketing folder for your first Save.
  - IMPORTANT: Always add a filter that eliminates those Contacts that have an Email Opt Out box selected.
- Click “Run Report”
- Click “Add to Campaign”
- Choose the Name you decided upon earlier from “All Campaigns” à Click “Add to Campaign” à “Done”
Create Email
- Go to Campaign
- Click “Send List Email”
- Select the Email template you wish to send or draft your own.
- Save as Draft or Send.
- Click “Create a New View”
- Name the view the same as the Campaign Name you decided earlier
  - g. “June 2017 TY Letter”
- Search in Filter by Campaign (Optional) the Campaign name you made earlier
  - If you do not see the campaign you are looking for select “All Campaigns” in the drop down menu on the top left of the page
  - “Save”
- Select the checkbox next to Contact: Name to select all recipients
- Click “Next”
- Decide on a delivery option
- Click Send!

From a List View

Go to the Contacts Tab
Select the List View

Or Create New
- Select the Gear icon
- Select New from List View Controls
- Name the List, Select “Only I can see this list view”
- Edit the Filters

Click the Send List Email Button

Salesforce Tips

If you cannot find what you are looking for on the Lead, Task, Opp etc., try changing the list view (located at the top left of the page)
When looking to change a setting in Setup, try searching what you are looking for in the Quick Find box on the left-hand side but don’t fill it completely out and hit search. It will often say cannot find anything to match that search. Instead watch as it draws up categories to match your search on the menu below the box.
If you accidentally delete something Salesforce does have a temporary Recycling Bin. Click on the dotted “waffle” icon at the top left of the navigation bar. Start typing “Recycle Bin” in the search bar and you should be able to select Recycle Bin from the options presented. Note: the Recycling Bin will only hold something for 15 days after which it will be permanently deleted.