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Salesforce Advanced Admin Training

We've designed this guide as a "self-led" instruction manual, where the material in each chapter and section builds on concepts presented earlier. When we talk about some of our advanced techniques and strategies, we assume that you've read the lead-up material prior to that point.

If you're primarily interested using this manual as a quick reference guide, use the navigation bar on the left to help you quickly find the content section you're looking for, or use one of the Search forms presented throughout the community.

If you're using this guide in conjunction with one of InsideSales.com's Professional Certifications, consult with your education specialist for questions about how this material integrates with your course.

We've broken up the guide into "chapters," with sub-topics within each chapter. The navigation area on the left displays the main chapter headings. When you expand a chapter heading, the sub-topics within that chapter appear. Some sub-topics may also contain additional sub-sub-topics, though for ease of navigation we try to avoid it.

Getting Started

As a system administrator, or "sysadmin" for the PowerDialer™ you have a unique opportunity to increase agents' productivity and accelerate sales. Before you install the PowerDialer, review the goals and metrics you want want impacted. These might include call volume, appointments set or opportunities generated, cost per appointment, or others.

With the right goals in mind, your implementation consultants will be able to help you set up your dialer system more effectively.

Visualize and review your sales process. The PowerDialer is generally easy to manage, but there may be control points and processes that need to be integrated with the new tools. We want to help identify potential areas where the PowerDialer will impact your processes, and tailor the tools to your workflow.

Dialer Basics

With the package installed and activated, your users can get started right away using Click-to-Call. This chapter introduces the basic toolsets with which your users will interact.

Pay particular attention to:

  • The high-level overview of the dialer system back-end. We've already touched on the client-leg/agent-leg paradigm, but this frequently comes into play for your agents.
  • The dialer panel interface. This is the component your reps will interact with the most.
  • Automated sending of email, voice message, and text message content. For most reps this offers a significant performance boost, and just a tiny bit of attention to it can pay productivity dividends.
SMS

Admin Basics

After finishing the basic setup, your users can immediately get in and start dialing. Even with a "rudimentary" setup the PowerDialer can demonstrate immediate productivity gains for your reps.

With continued training you'll be able to push productivity even further, utilizing some of the PowerDialer's advanced features such as Seek lists and ResponsePop for immediate lead response. But before you jump into more advanced use cases, we've found it helpful for admins to get familiar with the basic management tools first. While on the surface some of this "stuff" seems mundane, it will help you fine-tune and get creative with the tools down the road.

Advanced Admin

Once you've mastered the basics, you're ready to tackle some of the more "heavy duty" admin features. This chapter takes a closer look at advanced list building, monitoring and recording, and reporting.

PowerStandings

PowerStandings is a powerful gamification platform that gives you the power to motivate your agents by bringing out their competitive edge.

Release Notes

Find our most recent release notes.

Forum

Our InsideSales.com community forum is coming soon.

Advanced Training Guides

Advanced training for the PowerDialer for Salesforce.

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