RightTrack
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Everything you need for RightTrack
User Guide
RightTrack is a customised Salesforce.com CRM solution specifically designed for ANZ Mobile Lending brokers, with the input of brokers. The solution gives you everything great about the Worlds #1 CRM and more to enable you to manage and grow your business with ease.
This user guide will assist you with the installation, configuration and administration of RightTrack
The Basics
Accessing Salesforce.com
To access Salesforce.com (SFDC), go to https://login.salesforce.com/ and log in with your username and password.
Mobile Verification
If this is the first time you are logging in, you may be asked to register for mobile verification. As a security measure, SFDC enforces user verification each time a user attempts to login from a new device (ie. A different computer, smart phone or tablet). This is usually done in the way of an email being sent to the users email address with a code to be entered at the login time. Alternatively, you can register for mobile verification whereby the code will be sent via a text message.
To register for mobile verification, enter your mobile number and follow the steps, otherwise skip this step and continue with your log in.
Home Page
After logging in, you will land on the Home page. The Home page looks like this:
From the home page you can search, view & post on your chatter feed, access and manage your calendar, view and manage tasks, create new records, access recent items, access your recycle bin and navigate to the other SFDC tabs such as leads, accounts, contacts & applications.
Chatter
Chatter is like a social media tool in Salesforce. It allows your users to stay connected through posts and chatter fees, instant chat as well as the ability to follow users and Salesforce records
Chatter Feeds
Chatter feeds are feeds that track changes happening to your lead, account, contact & opportunity records. Each of these items has a chatter feed section at the top of the page, which can be shown or hidden.
You can show and hide chatter feeds by clicking the Show Feed or Hide Feed Links at the top of your pages.
FollowChatter gives you the ability to follow records in SFDC. Following records means that the chatter feed for the contact, account or other record you are following will appear on your home page chatter feed. You can follow multiple records on chatter and be able to stay on top of changes happening to these items from your home page. This is especially helpful if you have other team members working on the records with you.
To follow a record, go to the records page and make sure the chatter feed is showing, then click the follow link.
Once you follow a record, its chatter feed will appear on your home page as follows:
Un-follow
To un-follow a record, go the records page and click the cross next to the following icon to stop following the record.
Post
The post tool in chatter allows you to share comments, files and links with other chatter followers. If you post something on your home page chatter feed, users who are following you will be able to see your post. If you post something in a records chatter feed, users who are following that record will be able to see your post.
An example of a post could be as follows:
Chat
The chat tool is like an instant messaging tool, which allows you to communicate instantly with other SFDC users within SFDC that you are following. The chat tool is available to use in most sections of SFDC and will appear in the bottom right hand corner like this:
The chat window will pop up like this. From here you can change your status to available, not available, offline, add users to chat and message users who are available.
To chat with a user first make sure that you are following them. Once you are following a user you will be able to chat with them if they are online, in which case they will appear in the chat window as below. Click on their name to open the messaging screen.
When you send a message, it will appear in the message screen like this:
When you receive a message, a red bubble will appear over your chat tool.
Click through to view and respond to the message:
Global Search
The global search function is available at the top of the screen regardless of which section of SFDC you are currently in. The global search function looks like this:
Using the “Global Search” function The global search function allows you to perform a search on the following areas:
- Company Names
- People’s Names
- Email Addresses
- Phone Numbers
- Application Names
When searching for something, you can enter as much or as little of the “string” as you wish as the system always adds what is known as a “Wildcard” after your string. This means it will search for everything containing the text string you have entered. Once you have entered your text string, click the “Search” button.
For Example If I search for “ABC Ho” it would return all company names, people’s names, email addresses and phone numbers containing “ABC Ho”. On this basis, the following company names would be returned:
- ABC Holdings
- ABC Hot Tubs
- ABC Holidays
- XYZABC Holidays
It would not return the following:
- ABCD Holdings
- ABCHolidays
- ABC Harriers
Search Results
Search results will appear in tables, grouped by the type of item that they are. You can then click on the link for the correct item to go to its page. If a result contains more than one link, these will take you to different pages, so make sure you select the correct one, by paying attention to the link type.
Search Options
You can refine your search to items that you own, or to items that match your exact search phrase by clicking on the Options link that appears on the search results page.
Recent items Shortcut
Shortcuts to recent items appear in a number of places to make it easy for you to find records you have been working on.
Recent Items in Global Search
The global search will help you to find recent items that you have looked at. For example if you had looked at an account called Grand Hotels & Resorts and then went to search for that account later in the day and started typing the account name with the letters ‘Gr’, the account would pop up in a list under the search bar. If the item you are looking for appears in the recent items list you can click on it to go straight to the item. If you are after a different item starting with ‘Gr’ then you can continue typing and search as usual.
Recent Items in Record Lookups
When you are using the Lookup tool without having entered any items to lookup, a list of recently viewed items will appear. If you have typed a record to search for then only records matching the search results will appear.
Recent Items in the Sidebar
Shortcuts to the last 10 records you have created, edited or viewed will list in the recent items section of the sidebar, which is accessible from all pages in SFDC. The items will be listed with the record name and an indicator icon to help you identify the type of record.
Recent Items for Specific Information Objects
Recent Items for a specific information object such as Leads, Accounts, Contacts, Applications & Trails can be accessed on the home page for the item, simply by clicking on the item tab.
Calander
The calendar control panel sits at the bottom of your SFDC home page and looks like this.
Viewing your calendar
If you click on a day in your calendar a detailed calendar page will appear, outlining all events you have planned for that day.
Scheduled Meetings
All meetings that you have scheduled for the next 7 days will appear in a list on the calendar control panel. You can click through to the meeting details from here and any related item such as the account record.
Requested Meetings
Your requested meetings are also manageable from a list on the calendar control panel. You can click through to the meeting details from here to view responses and make changes if required.
Calendar Views
You can view calendars by day, week or month using the calendar view buttons shown below.
Day View
Day view is accessible by clicking the 
icon. Day view lists blocks of time for the day down in a column on the left of the page and a list of your tasks down the right hand side of the page.
Week View
Week view is accessible by clicking the 
icon. Week view lists days of the week across as columns of a table and blocks of time down in rows as follows.
Month View
Month view is accessible by clicking the 
icon. Month View lists days of each week across as columns in a table, with weeks as the rows.
Viewing other users’ calendars
If you have more than one user in SFDC, you can view other users calendars by selecting the multi user view underneath your calendar.
The multi-user calendar view lists users calendars in rows like this:
You can switch back to single user view or activity view by selecting the view type icon.
Activity View The activity view can be used to view your tasks for the day, a list of all of your activities including tasks, call logs and meetings. Activity view is accessible by clicking the 
icon.
Entering appointments in to your calendar
Appointments in SFDC are referred to as ‘Events”. To add an appointment to your calendar, click the New Event button in the calendar panel of your home page. You can also add events in the different calendar views and directly from contact, account and application pages in SFDC.
This will open up a new page where you can enter all of the information about the appointment and link it to a contact or related item.
The new event page looks like this:
An example of a completed event looks like this:
Lookup Function
The lookup function allows you to search for an existing SFDC record and link this to the record you are working on. The lookup function will let you look up one set of information. For example it may be a contact lookup or a lead lookup or an application lookup. A lookup field is identified by a magnifying glass icon 
.
To use the lookup function click the magnifying glass icon next to a field:
If you click the lookup icon without typing anything in the box, the lookup window will appear as follows with a list of recently viewed items.
If you typed in the box before clicking the lookup, then the lookup tool would have searched for a list of items matching your search string.
Once you have selected a record in the lookup it will appear in the lookup field like this:
Attaching Files
The File Attach Tool allows you to find files from your computer or in SFDC and attach them to records such as events, tasks, contacts, accounts, and applications.
To attach files, click the Attach File button, which appears like this:
The file attachment screen will look something like this (depending on your browser).
To attach a file, select it using the browse button, then click the attach file button. Once your file is attached you can click the done button to return to the record page.
Related Lists
Related lists are sections on a record page that show related records – that is records that are linked via a lookup field. For example contacts are related to accounts. Opportunities, campaigns, cases and custom object relationships will also appear as related lists on the records they relate to. Related lists appear at the bottom of the record page, with each type of related information showing in a separate section. You can usually create new records using buttons in the related list sections also, which will pre-populate the new record with the linking record.
For example Sales Reps at Paul’s Plumbing Supplies would be contacts related to the account. Also an opportunity for an Office renovation at Pauls Plumbing supplies will appear as another related list on the account as follows:
Editing Records
Editing allows you to add and change information to existing records and there are two ways that you can do this.
Standard Editing
To use the standard editing feature in SFDC you simply need to click on the Edit button when you are viewing a records page, or click the Edit link next to a record in a list.
This will open the record edit page which gives you access to change all of the fields on the page. An example of an Account edit page is as follows:
Once you have edited your record, click save to save your changes.
Note: Fields that are calculated using formulas are not editable and will not appear on the edit page. Further to this your ability to edit fields may be restricted if you do not have full system access. You can tell which fields can and cannot be edited by hovering over them on the records page. Editable fields will appear with a pencil at the end of the field and non-editable fields will appear with a lock.
Inline Editing
If you only need to edit one field for a record, you may find it easier to use the inline editing feature. Inline editing is where you can edit a particular field for a record by double clicking on it as follows:
Once you have double clicked on the field you can edit it as required. You will notice there is an arrow that appears at the end of the field also, which allows you to undo any changes you have made to the field.
You will notice that after you change a field value and click off of that field, the changed field appears in orange to alert you of the changes being made before you hit the save button. The undo arrow also displays.
If all of the changes are correct, then click the save button to save your changes.
Activity Logging
SFDC gives you the ability to create and record activities such as tasks, meetings, phone calls and emails against each of your Lead, Account, Contact & Application records.
Activities are listed as two sets of related information on your record pages, called ‘Open Activities’ and ‘Activity History’ as follows.
Open Activities
The open activities section will list open tasks and scheduled meetings. From this section you can create new tasks, create new events and send meeting requests.
Activity History
The activity history section will list closed tasks, past meetings, emails that have been sent, call records etc. From this section you can log a call record, run a mail merge documents and send an email.
Creating Activities
Details of the specific types of activities and how to create them are on the following pages.
Tasks
The Tasks function allows you to record items that need to be actioned, or items that have been actioned for a particular record. For example you may want to set yourself a task to call someone, or you may want to record that you submitted a proposal to a client. Setting new tasks will acts as a prompt or reminder to get you to action the task. Recording tasks that you have already completed will ensure that you have a history of what has been done, when and by whom.
To create a new task, click the New Task button in the open activities section of the record you want to create the task for.
This will open the New Task page as follows.
On the new task page you can select who to assign the task to (this will default to the current user), enter a subject line, status, priority, due date, comments, set a reminder and attach files.
An example of a task for a new lead is as follows:
If you close the task window and go back to the record’s detail page, this task will now appear in the ‘Open Activities’ list as follows:
You can close your task using the ‘Cls’ link in the action column next to the task in the activity list. Clicking this link opens up the task edit page and changes the task status to completed. From here you can make notes if required and save the task as completed.
The history of your tasks is retained, so once the task status is updated to ‘Completed’, it will move to the ‘Activity History’ section where it can still be viewed and reopened if necessary.
Events
Events allow you to create appointments in your calendar. You can create upcoming events and reminders or record past events, for example if you were on your way back from one meeting and a client called you to drop past and pick up their application forms on your way through, you could record this when you got back to your desk.
You can create events from your calendar panel on the SFDC home page, or if you would like to relate it to a client or application, you can create it from the open activities related list of the record page.
The create new event page looks like this:
An example of an event to visit a client is as follows:
Once you have saved your event, you can also add it to your outlook calendar using the ‘Add to Outlook’ button.
If you go back to the clients account page, the event will be listed in the ‘Open Activities’ section like this:
Events that have already past will appear in the ‘Activity History’ list like this.
Meetings
The meetings function allows you to email meeting invitations to your clients & colleagues from within SFDC.
To create a meeting invitation, click on the New Meeting Request button in the open activities section of a contact or account.
The new meeting request window will appear as a pop-up box as follows. From here you can update the meeting subject and location as well as select a meeting time, or multiple times to propose.
Once you have updated the meeting details and selected a time, scroll down in the pop up window and click on the next button.
You will now see a summary of the meeting request and be able to review the details and enter a message before sending.
When you push the send button the pop-up window will close and you should see a message at the top of your page saying your message has been sent as follows:
The meeting request email will go to the client like this:
The client can respond to the request and details of the response can be viewed against the meeting in SFDC
Log a Call
The call logging function allows you to document a phone call you have made to a client as well as create a task related to the conversation. To log a call, click on the Log a Call button in the Activity History section of a contact or account.
The new Log a Call edit window will appear as follows. From here you can enter details about the call, and set a related task (either open or closed) in relation to the call.
An example of a completed call log for a client call, with a follow up task is as follows:
The call log and related task will appear in the activity related lists of the contact record. Because the call log record is a record of something that has already happened, its sits in the activity history list. The task on the other hand may sit in the open activities or activity history sections depending on whether the task has been completed. In this case, the task is set as open so it sits in the open activity section.
Mail Merge
The mail merge function allows you to merge documents for your clients using Microsoft word merge templates. In order to use this function you must be using Microsoft Internet Explorer.
To run a mail merge, click on the Mail Merge button in the activity history section of the record.
From here you will be able to select a merge template, run the merge and print and save the merge documents.
See the communication template section for information regarding creating mail merge templates.
Send an Email
The send an email function allows you to send an email to a contact or account from within SFDC. From here you can type your own email message or use a template that you have set up. You can also attach files. To send an email, click the Send an Email button on the contact or account page.
This will open the Send an Email screen as follows:
Once you have sent your email it will show in the activities list as a completed task.
Request Update
The request update function allows you to send an email to your contacts and accounts with the current contact details you have on file for them asking them to check that the details are correct and allowing you to update them if they are not. To send a request update email, click on the request Update button in the activity history section of your account or contact.
This will open the Stay-in-Touch request screen where you can customize your request before sending.
Managing Duplicate Records
In addition to the activity logging, you are able to record notes and attach files to your Account, Contact & Application records in SFDC.
The notes & attachments section looks like this:
Notes
You can record notes about your records in the notes section. You may want to make a note that the client is going to be overseas for example. To create a note, click the New Note button from the notes and attachments section. This will open up the note screen as follows:
From here you give the note a subject line and then include details in the body area. You can also make the note private, which means that only you can see this note.
An example of a note is as follows:
This note now appears on Mary’s account page as follows where it can be viewed and edited.
File Attachments
You can attach files to records in SFDC by clicking the Attach File button.
This will open the file selection screen as follows:
Once you have attached your file it will show against the records page as follows where you can click to view and edit the attachment.
Leads
Leads are used to capture details of prospective clients and once the discovery process is complete will allow you to qualify the lead and convert it to a person account or set the lead to qualified out if they are not suitable.
Creating a New Lead
You can create a lead in SFDC a number of ways:
- From the ‘Create New’ shortcut on the side bar which is available from all SFDC pages;
- Using the ‘New’ button on the lead page.
The create new lead page looks like this. Note that fields marked with a red bar are required in order to save the record,
From here you should enter the name, personal & contact details of the lead as well as the lead source, stage and product details and then hit the ‘Save’ button to record your lead.
The company field will determine what will happen to the lead when it gets converted. If the company field is left blank then the lead will be converted into a person account. If the company field is completed, then the lead will be converted into a business account with a contact record.
A completed lead record looks like this:
Qualifying Leads
Leads can progress through the stages below and end up as a qualified lead whereby you would convert them into an account, or qualified out whereby the lead is considered unsuitable and would not be converted.
| Lead Stage | Description |
| New Enquiry | This is the default stage for all new leads. |
| Contact Attempted | You should update the stage to contact attempted when you have attempted to contact the lead but have not had a conversation with them. |
| Contacted – Ongoing | You should update the lead to contacted – ongoing when you are having discussions with the lead. |
| Qualified | If the lead has been deemed suitable and an application is likely to be made, you can qualify the lead before converting it into an account. |
| Qualified Out | If the lead has been deemed unsuitable and will not be progressing any further you can set the lead to qualified out. This means the lead is considered lost and a reason lost will be required. |
Converting Leads
Once you have determined a lead to be suitable, you can convert them into an account. This will take all of their lead details over to an account record and the lead record will no longer exist. To convert a lead click the convert lead button at the top of the leads page.
Note: Due to workflow rules around lead management, you cannot convert a lead with a stage of new enquiry. Make sure you have progressed the lead through the lead stages to ‘contacted – ongoing’ or ‘qualified’ before converting it. Leads that have been set to a stage of qualified out should not be converted.
The lead conversion page will appear as below. From here you can determine whether to create an application as part of the conversion process and what the application should be named, and create a task (note: you do not have to create a Task).
An example of a lead converted into a person account is as follows:
Accounts
SFDC has been set up in a way that allows you to record different types of accounts called Business Accounts, Lender Accounts or Person Accounts. A business account is used to record company details and this can have multiple contact records attached to it (eg. You can record a company as a business account and all of the staff at the company as related contacts.) Lender Accounts allow you to record details of the ANZ Branches that you work with. A person account is used to record details for an individual person (eg. a consumer client).
Creating An Account
You can create an account in SFDC a number of ways:
- From the ‘Create New’ shortcut on the side bar available from all SFDC pages;
- Using the ‘New’ button on the Account page;
The first step of creating an account is to select the record type (whether you want to create a Business Account, Lender Account or a Person Account). The details you will need to enter for each type of account varies.
Creating a Business Account
Once you have selected to create a new Business Account from the account record type selection, you will come to the new Business Account page, which looks like this:
The new Business Account page allows you to enter Business information such as name, ABN, annual revenue, year of establishment and number of employees as well as contact information.
An example of a completed business account looks like this:
Creating a Lender Account
Once you have selected to create a new Lender Account from the account record type selection, you will come to the new Business Account page for the Lender record type, which looks like this:
The new Lender Account page allows you to enter Lender information such as Name & BSB as well as contact information.
An example of a completed lender account looks like this:
Account Hierarchies
The parent account field allows you to create account hierarchies. For example if you wanted to link individual stores to state head offices and then to a national head office and then to the owner, you could do this using the parent account field as follows:
Now, if you click on the view hierarchy link next to the account name, you can view all of the accounts in this hierarchy. You can access the individual accounts by clicking on the account name links.
In this example we can see that T.Allegretti Pty Ltd owns a chain of Italian Restaurants as well as a used car dealership. You can also see that they mainly operate in Victoria.
Contacts
You can record all of your contacts in SFDC, whether they are clients, suppliers, colleagues, business partners or even personal contacts.
Creating Contacts
You can create a contact in SFDC a number of ways:
- From the ‘Create New’ shortcut on the side bar available from all SFDC pages;
- Using the ‘New’ button on the Contact page;
- By Clicking the ‘New’ Button on the contacts related list of a Business Account
The new contact page will appear as follows. From here you can enter all of the contacts information. If you want to link this contact to an account, you can link them using the account name lookup.
This is an example of a completed contact record for the owner of Claires Café:
You can see Claire’s contact record on the Contacts related list for the account as follows:
Contact Hierarchies
Contact hierarchies operate in a similar way to account hierarchies, except that they are used to show who reports to who in an organisation.
To create a contact hierarchy, use the ‘Reports To’ lookup field on the contact page.
Once you have contacts linked in a hierarchy you can click on the ‘View Org Chart’ link next to the reports To field on the contact to view the contact hierarchy. An example of a contact hierarchy is as follows:
In this example, you can see that the staff at Pauls Plumbing Supplies are grouped by state and area. You can view the individual contact records by clicking the contact names.
This is an example of a completed contact record for the owner of Claire’s Café:
You can see Claire’s contact record on the Contacts related list for the account as follows:
Person Accounts
Person Accounts are used to record details of Applicants and Guarantors. The person account record type allows you to capture individual details about the person. You can also record details of the person’s employment & address history using related lists on the person account page.
Creating a New Person Account
Once you have selected to create a new Person Account from the account record type selection, you will come to the new Person Account page, which looks like this:
The new Person Account page allows you to enter personal information such as name, date of birth, marital status, employment information and contact information.
An example of a completed person account looks like this:
Employment Details
The Employment object allows you to record details of current and past employment for your applicants and guarantors. Employment details will be imported via eMOS import, however you can create and manage this manually also. Use the ‘New Employment’ button in the employment related list to record employment details.
Complete the employment details and save. Note: Setting the employment status to current will include the employment income in the statement of position for this applicant.
Each person can have multiple Employment records, however only one Employment record can be the primary form of employment. The details from the primary employment record will be displayed on the persons account page.
Address History
The Address object allows you to record details of your applicants past and current addresses.
Address history will be imported via eMOS import, however you can create and manage this manually also. To create an address record, go to a person account and click on the “New Address” button in the Addresses related list.
Complete the address details and save.
Client Relationships & Referral Tracking
Referrals & MIPs
You can track client referrals for leads, accounts and applications by recording them in SFDC.
To track a referrer, you must first create the referrer as an account. If the referrer is an MIP you can specify this on their account record by checking the ‘MIP’ checkbox. If this checkbox is ticked, MIP commission will be calculated on all applications referred by this account.
You can record your referrers against leads, accounts and applications using the referrer lookup field like this:
Use the lookup function to select the person or business account that has referred this client to you and click ‘Save’ to save the referrer to the record.
The client who has been referred to you will now show the referrer on their page as follows:
If you click through to the referrers account you will be able to see all of the clients they have referred to you in the referrals sections towards the bottom of their account page as follows:
You can also add new accounts as referrals directly from these sections on the referrers account. For example if Williamsons Solicitors & Barristers were referring one of their clients to you, you could create them as leads using the new button.
Governor & Contrator Roles
You can link Guarantors to Application records using the ‘Contact Roles’ related list. This list allows you to select and link existing person account records to an application as a role, such as ‘Guarantor’, making it easy to view and click through to all guarantors relating to an application. Contact roles can also be used for recording the various applicants and identifying the primary contact for an application.
To add a Guarantor, first ensure that you have a person account record created for the individual. Then, to link them to the application, navigate to the ‘Contact Roles’ related list and click the ‘New’ button.
You can now specify one or more guarantors, as well as the applicants. Once you have specified your contact roles, click the ‘Save’ button.
The guarantor and other contact roles will now appear in the contact roles related list of the application page as follows.
If you click through to the Guarantors account you will be able to see the applications they are guarantor for as follows:
You can manage the available role types for application contact roles via the setup menu. To do this go to: Your Name > Setup> Customize > Opportunities > Contact Roles.
Partners
The partner function allows you to be able to track relationships between accounts so that you can identify a ‘Spouse’ or ‘Parent’ of a person account or the “Accountant’ of a business account for example.
Creating a Partner Relationship
To create a partner relationship, go to the partners section of the account you would like to create the relationship for and click the New button.
The ‘Create New’ partner relationship screen looks like this.
In the partner column, you can lookup accounts to partner with your record and select a relationship type in the role column. You can create up to 5 partner relationships at a time.
Note: In order to create a partner relationship, an account must exist in SFDC for both sides.
Viewing Partner Relationships
A partner relationship will show on the pages of both accounts in the relationship. For example if we created a relationship between person account ‘Peter Smith’ and the business account ‘Williamsons Solicitors & Barristers’ as a Solicitor/Client Relationship, it would show as follows.
On Peter Smith’s page, Williamsons Solicitors & Barristers will be listed in the partners list as a Solicitor like this:
On the page for Williamsons Solicitors & Barristers, Peter Smith will be listed in the partners list as a Client:
Partner Roles
The list of partner role types is outlined in the table below. If you set one account a partner role, the account you relate it to will get the reverse role in the relationship.
| Partner Role | Reverse Role |
| Spouse/Partner | Spouse/Partner |
| Sibling | Sibling |
| Parent | Child |
| Child | Parent |
| Grandparent | Grandchild |
| Grandchild | Grandparent |
| Family | Family |
| Friend | Friend |
| Accountant | Client |
| Barrister | Client |
| Estate Agent | Client |
| Insurance Broker | Client |
| Lawyer | Client |
| Mortgage Broker | Client |
| Solicitor | Client |
| Stock Broker | Client |
| Underwriter | Client |
| Colleague | Colleague |
| Business Partner | Business Partner |
Properties & Securities
Property & Property Ownership
The property section has been created to allow you to record the properties your client owns. These properties can also be linked as security against loans.
Creating a Property Record
You can create a Property record in SFDC in a number of ways:
- From the ‘Create New’ shortcut on the side bar which is available from all SFDC pages;
- Using the ‘New’ button on the Properties page;
- Using the ‘New’ button in the Property Ownerships related list against any account record.
From here the Property Management page will appear as follows, where you can record the details of the property and add owners before saving. You can also select and edit an existing property record using the property name field.
This is what the Property Management page looks like
When recording the property name, existing properties that match this name will appear in a drop down list so that they can be selected. To select an existing property record, select it from the drop down list, otherwise continue to enter a name for your new property record and complete the remaining property details such as address and value.
Once you have completed the property details, you can add owners to the property in the Ownership Assignments Section.
This section allows you to add existing account records as owners of the property. You can add multiple account owners by adding rows to this section and you can add multiple rows at once.
An example of a saved property record is as follows:
Property Page – Adding Custom Fields
Securities
Adding Custom Fields
You can create and add custom fields for the property page as you can with all Salesforce objects and are able to add them to the Property page layout as normal. However as the create new and edit pages for Property records have been replaced with the ‘Property Management’ Visualforce page, you will also need to add your custom fields to the ‘Additional Property Information’ field set to make them available when creating and editing records.
Once you have created your fields, you can add them to the Property Management page by going to: Your Name > Setup> Create > Objects > and then clicking ‘Property’.
One the next page, scroll down to the ‘Field Sets’ related list and click edit next to the ‘Additional Property Information’ field set.
This will open the field set editor, allowing you to select your fields and add them to the field set. You can do this by dragging fields from the top section to field set. When you have finished adding your fields to the field set click the ‘Save’ button to save your changes.
Now that you have added fields to the property field set, the Additional Property Information section will automatically appear on the Property management page with your fields as follows.
Securities
The securities section allows you to link your client’s property records to loans as security for the loan. Security records can be created either from the property record or the loan record by clicking the New Security button in the securities section.
This will open the New Security page as follows where you can give the security a name and link it between the property and loan records.
The security will show on the property page like this:
Securities will show on the loan page like this:
You can click the security link to view & edit the security records.
Applications
Creating an Application
You can create an Application in SFDC a number of ways:
- From the ‘Create New’ shortcut on the side bar which is available from all SFDC pages;
- Using the ‘New’ button on the Application page;
- Using the ‘New’ button in the Application Related list against any account or contact record.
When you click to create a new application, the New Application page will appear as follows. From here you can enter all of the information about the application including the applicant, guarantor, purpose of loan, loan product, amount, rates and terms, as well as manage the application through its stages.
Once you save your application record, further calculated details will appear on screen such as commission amounts.
An example of a new application for a home loan could look like this:
Adding Custom Fields
You can create and add custom fields for the property page as you can with all Salesforce objects and are able to add them to the Property page layout as normal. However as the create new and edit pages for Property records have been replaced with the ‘Property Management’ Visualforce page, you will also need to add your custom fields to the ‘Additional Property Information’ field set to make them available when creating and editing records.
Once you have created your fields, you can add them to the Property Management page by going to: Your Name > Setup> Create > Objects > and then clicking ‘Property’.
One the next page, scroll down to the ‘Field Sets’ related list and click edit next to the ‘Additional Property Information’ field set.
This will open the field set editor, allowing you to select your fields and add them to the field set. You can do this by dragging fields from the top section to field set. When you have finished adding your fields to the field set click the ‘Save’ button to save your changes.
Now that you have added fields to the property field set, the Additional Property Information section will automatically appear on the Property management page with your fields as follows.
Securities
The securities section allows you to link your client’s property records to loans as security for the loan. Security records can be created either from the property record or the loan record by clicking the New Security button in the securities section.
This will open the New Security page as follows where you can give the security a name and link it between the property and loan records.
The security will show on the property page like this:
Securities will show on the loan page like this:
You can click the security link to view & edit the security records.
Application Stages
The stages an application can go through and probability of the application succeeding based on its stage are outlined as follows:
| Stage | Probability | Status |
| Pending | 25% | Open |
| Submitted | 50% | Open |
| Approved Subject To | 70% | Open |
| Approved | 80% | Open |
| Docs Issued | 85% | Open |
| Docs Signed | 90% | Open |
| Settlement Booked | 95% | Open |
| Settled | 100% | Closed – Won |
| Declined | 0% | Closed – Lost |
| Withdrawn | 0% | Closed – Lost |
When you change the Stage to a new value for example from Pending to Submitted, the Submitted date field will populate with the date you made the change. This can be over written by editing the field if required. Likewise, if you enter a value into one of the date fields such as AST Date, then the Stage will update to match.
Auto Application Reminder Task
To assist with managing your applications, reminder tasks will automatically be created for the Application record owners as outlined below. Record owners will be notified of these tasks via email.
AST Expiry Date Approaching
If an Application is earlier in the stage than Settled, a reminder task will be set 7 days before the AST Expiry Date to notify the owner.
Expected Settlement Date Approaching
If an Application is earlier in the stage than Settled, a reminder task will be set 7 days before the Expected Settlement Date to notify the owner.
Statement of Position
Application of Position
Statement of position information can be recorded against an application using the Assets/Liabilities and Income/Expenses related lists. The information from these, as well as from the current employment details for each applicant will then be totalled up in the Statement of Position section of the Application. These records will all be created automatically via eMOS Import, but can also be created and managed manually if required.
Assets/Liabilities
Assets & Liabilities
The Assets & Liabilities object allows you to record the various assets and liabilities for an application, whether these are owned jointly or by one applicant. To create an asset or liability record click the New Asset/Liability button on the Assets/Liabilities related list of an application.
On the next page you will need to select whether you are creating an asset or a liability. The fields available for completion will differ based on this selection. Select a record type and then click continue.
Complete the details for the record and then save.
ASSET
LIABILITY
Income & Expenses
The Income & Expenses object allows you to record the various assets and liabilities for an application, whether these are owned jointly or by one applicant. To create an income or expense record click the New Income/Expense button on the Income/Expense related list of an application. Note: Employment income should not be recorded in this section. There is a separate Employment record to capture this information directly against an applicant which will also be included in the statement of position totals. (This has been designed to reflect the existing eMOS structure.)
On the Next page you will need to select whether you are creating an income or expense. The fields available for completion will differ based on this selection. Select a record type and then click continue.
Complete the details for the record and then save.
INCOME
EXPENSE
Application Stages
The stages an application can go through and probability of the application succeeding based on its stage are outlined as follows:
| Stage | Probability | Status |
| Pending | 25% | Open |
| Submitted | 50% | Open |
| Approved Subject To | 70% | Open |
| Approved | 80% | Open |
| Docs Issued | 85% | Open |
| Docs Signed | 90% | Open |
| Settlement Booked | 95% | Open |
| Settled | 100% | Closed – Won |
| Declined | 0% | Closed – Lost |
| Withdrawn | 0% | Closed – Lost |
When you change the Stage to a new value for example from Pending to Submitted, the Submitted date field will populate with the date you made the change. This can be over written by editing the field if required. Likewise, if you enter a value into one of the date fields such as AST Date, then the Stage will update to match.
Auto Application Reminder Task
To assist with managing your applications, reminder tasks will automatically be created for the Application record owners as outlined below. Record owners will be notified of these tasks via email.
AST Expiry Date Approaching
If an Application is earlier in the stage than Settled, a reminder task will be set 7 days before the AST Expiry Date to notify the owner.
Expected Settlement Date Approaching
If an Application is earlier in the stage than Settled, a reminder task will be set 7 days before the Expected Settlement Date to notify the owner.
Loans
Loans
Each Application can have multiple loans, allowing you the ability to record different product types and rates for each. Loans sit underneath the application record in the Loans related list. From here you can manage existing loan records, or create new ones.
The new Loan page will appear as follows. From here you can enter specific details about the loan such as Loan Account Number, Amount, Product, Term and Fixed and Discounted Rate information. Global Interest rates will automatically be applied based on the current rates entered on the Rate Manager Page.
An example of a completed Loan page is as follows. You can see that the rate information has populated and commission values have also calculated here. Fields in the amount section for Balance, Offset, Portfolio Balance & Arrears will populate from Trail Import Files.
Early Payment
The Early Payout Date field allows you to record the date that a Loan has been paid out. If an Early Payout Date has been entered, the Loan End Date will be adjusted to match, otherwise the Loan End Date will be the Start Date plus the Term of the Loan. If you are recording the early payout of a Loan, you can also record the Clawback Amount.
Loan Status
The Loans Status field allows you to keep track of your clients Loans at the various stages of ‘Pending’, ‘Active’, ‘Paid Out’ or ‘In Arrears’. The criteria for determining the various status types is as follows:
- In Arrears: If there is any amount in the “Arrears” field (imported from trail files) the loan status will be ‘In Arrears’.
- Active: If the current date is within the Loan Start and End Date and the application is at a Stage of Settled, the Loan Status will be set to “Active”.
- Paid Out: If a date has been added to the Early Settlement Date field, and this is in the past and there are no arrears on the loan, the status will be set to “Paid Out”.
- Pending: If the Loan has not yet started.
Upfront Commission Calculations
Commission amounts are calculated on loan records via a trigger. This trigger takes into consideration the Product Type, New Money Amount, MIP Referrals and Current Commission Rates as well as Bonus and Default Commission. Commission amounts calculated on the loan record will roll up to the related Application record with the application record showing the total commission amounts for all related loans.
Commission amounts show in the Commission Details section of the Loan page as follows:
MIP Commission
MIP Commission will be calculated for all loans where the application was referred by an MIP account. The net commission field shows the total upfront commission minus the MIP commission. (See the Referrals & MIPS section for information on recording referrals.) The MIP Commission amount is calculated based on the MIP Commission rate set on the Rate Manager page.
Default Commission
Where the calculated upfront commission on a loan is less than $200, the Upfront Commission for this loan will automatically default to $200 and the ‘Default Commission Applied’ checkbox will be set to true. The default commission value of $200 is set on the Rate Manager page and can be changed by users if required.
Bonus Commission
If a broker writes more than $3.5m in loans during one month, the Trigger will retrospectively increase the Upfront Commission for all loans in that month using the Bonus commission rate. Any records where the ‘Default Commission Applied’ field is TRUE are excluded from this logic. The ‘Over $3.5m’ bonus only gets applied to the Upfront Commission field, not the MIP Commission field. The Bonus Commission rate is specified on the Rate Manager page.
eMOS Import
Import Options
With eMOS Import you can import a complete new application and related records, import a new application for existing clients, or update an existing application & related records. Details of how to process eMOS imports for each of these options are detailed in the following sections.
Once the eMOS file is uploaded, you will be taken to the application record that was created.
Steps for Importing eMOS - New Clients & Applications
These steps outline how to import a new application for new clients that are not already in Salesforce.
1: Click on the ‘eMOS Import’ tab;
2: Select Application Type of ‘New’
3: Click on ‘Browse’ button to locate and select your eMOS file;
4: Click the ‘Upload’ button;
Step 2 appears after the upload button is clicked:
5: Skip Step 2 for account matching;
6: Click the ‘Create Application’ button.
Steps for Importing eMOS - Existing Clients
These steps outline how to import a new application for new clients that are not already in Salesforce.
1: Click on the ‘eMOS Import’ tab;
2: Select Application Type of ‘New’
3: Click on ‘Browse’ button to locate and select your eMOS file;
4: Click the ‘Upload’ button;
Step 2 appears after the upload button is clicked:
5: Select the existing Clients you want to link the application to;
6: Click the ‘Create Application’ button.
Once the eMOS file is uploaded, you will be taken to the application record that was created.
Steps for Importing eMOS - Existing Applications
With eMOS Import you can import a complete new application and related records, import a new application for existing clients, or update an existing application & related records. Details of how to process eMOS imports for each of these options are detailed in the following sections.
Once the eMOS file is uploaded, you will be taken to the application record that was created.
1: Click on the ‘eMOS Import’ tab;
2: Select Application Type of ‘Existing’
3: Click on ‘Browse’ button to locate and select your eMOS file;
4: Click the ‘Upload’ button;
Step 2 appears after the upload button is clicked:
5: Select the existing Application you want to update;
6: Click the ‘Match’ button
Step 3 appears after the upload button is clicked:
7: Match the related records that you want to update.
8: Click the ‘Merge Applications’ button to finalise the import.
Steps for Importing eMOS - Existing Applications
With eMOS Import you can import a complete new application and related records, import a new application for existing clients, or update an existing application & related records. Details of how to process eMOS imports for each of these options are detailed in the following sections.
Once the eMOS file is uploaded, you will be taken to the application record that was created.
1: Click on the ‘eMOS Import’ tab;
2: Select Application Type of ‘Existing’
3: Click on ‘Browse’ button to locate and select your eMOS file;
4: Click the ‘Upload’ button;
Step 2 appears after the upload button is clicked:
5: Select the existing Application you want to update;
6: Click the ‘Match’ button
Step 3 appears after the upload button is clicked:
7: Match the related records that you want to update.
8: Click the ‘Merge Applications’ button to finalise the import.
Applications Created via eMOS
The following application fields are updated via the eMOS Import:
| · Application Name· Account Name (Primary Applicant)
· Total Loan Amount · New Money Amount · Stage (Defaults to Submitted) · Lender · Application Owner · Expected Settlement Date |
· Submitted Date (Defaults to date of import)· Upfront Commission
· Description · Mailing Title · Total Assets * · Total Liabilities * · Total Income * · Total Expenses * |
* The Total Assets, Total Liabilities, Total Income and Total Expenses fields will be updated based on related records that get created via import.
Please note that as eMOS files do not contain application numbers you must enter this information manually. Application numbers are required in order to successfully import trail files.
Loans Created via eMOS
One Loan record is created for each Product within the eMOS Application File. On each of the loan records, the following fields are updated via the import:
| · Name· Application
· Loan Amount · New Money Amount · Repayment Type · Limit Start Date |
· Limit End Date· Product Category
· Product Sub Category · Interest Only Period · Fixed Rate Period · Total Loan Term |
Please note that the ‘Loan Account Number’ and any ‘Rate Discount’ and ‘Fixed Rate’ amounts need to be manually recorded on the loan record, as this information is not contained in the eMOS files.
Assets & Liabilities Created via eMOS
Income & Expenses Created via eMOS
Applicants Created via eMOS
Addresses Created via eMOS
Employment Details Created via eMOS
Trail Management
Trials
The trails section allows you to create, view and manage trail details for loans. To make management of trails an easier process, the trail import section has been created to allow you to be able to create trail records simply by importing your monthly trail spreadsheets. Once Trails have been imported they will appear against each loan in the trails related list or directly by accessing the trails page.
A trail Record looks like this:
Trial Import
So that you can keep a historical record of all trail transactions, analyze total order values and identify anomalies, you are able to import your monthly trail spreadsheets directly into SFDC from the trail import page. The trail import page looks like this:
To import a trail commission file, follow these steps:
- Open your trail file using Excel.
- Remove the formatting as follows:
- Select the entire sheet by clicking in the top left corner of the sheet, between the column and row headers.
- While the sheet is selected go to Edit, Clear and then select Formats.
- Select the entire sheet by clicking in the top left corner of the sheet, between the column and row headers.
- Now save your sheet as a .csv file as follows:
- In the toolbar, go to File > Save As
- In the pop up box, select to save the file to your computer or desktop with a format or file type of Comma Separated Values (.csv) then click save.
- In the toolbar, go to File > Save As
- In Salesforce, go to the Trail Import page using the Trail Import tab
- Select your .csv file using the Choose File button and then enter the date range of the trail file and before clicking the Upload button.
- You will receive a message to tell you that the import was successful along with the number or trail records that were created.
- An email notification will be sent to you with specific details about the import as follows:
- Total Trail Records Created: Including breakdown of number of existing loan records and number of new loan records created automatically via the trail import.
- Trail Records Not Created: All trail records that were not imported will be attached to the email in a csv, which can be reviewed and re-imported.
- Active Loans Without Trails: The number of active loans in Salesforce, which did not have trails imported, including links to the records for review. Here’s a sample of the trail import email notification:
- You can now view your imported trail files using the Trails tab.
Please note in order for a trail import to be successful, the related account, and application records must exist in Salesforce with the ‘Application Number’ field complete. Trail records will not be created for any accounts or applications that do not exist in Salesforce.
Trial Commission
The trails section allows you to create, view and manage trail details for loans. To make management of trails an easier process, the trail import section has been created to allow you to be able to create trail records simply by importing your monthly trail spreadsheets. Once Trails have been imported they will appear against each loan in the trails related list or directly by accessing the trails page.
A trail Record looks like this:
Rate Management
Rate Management
The rate manager page allows you to view the current applied rates and update them globally in seconds. It allows you to manage interest and commission rates for all of your new and active loan records in one go, with a rollup effect also updating the related application records.
The Rate Manager page looks like this:
Updating Rates
When you go to the page, the current rates for Standard Variable, Simplicity Plus and Equity Manager will appear the top section. The Standard Upfront, Upfront Bonus, MIP and Equity Manager commission rates show in the bottom section. To update the rates you simply need to enter the new rates in each of the boxes and hit save.
A success message will confirm that the rates have been updated as follows:
This will then update the values on all active loans. Note: a Loan is considered Active when the Application Stage is not ‘Declined’ or ‘Withdrawn’ and the Loan End Date is greater than Today or Null.
Further Automation
RightTrack comes with a number of included workflow rules to update fields and issue reminders based on certain criteria. You can also create additional automation using the Salesforce Workflow Rules tool in the setup panel. Some examples of different rules you might like to create are as follows:
Fixed Intrest Expiry Alert
This workflow rule will issue a reminder task to the application owner 30 days prior to the fixed interest expiry date of an active loan. To create this rule: GoTo Setup > Create > Workflow & Approvals > Workflow Rules and then click ‘New Rule’.
Select the ‘Loan’ object and click ‘Next’.
Complete the Rule Details as follows and then click ‘Save & Next’.
On the next page, click to ‘Add Time Trigger’
And then set the time Trigger to be “30 Days Before Loan: Fixed Rate Expiry Date” and then Save.
Now, within the Time-dependent Workflow Actions Section click the Add Workflow Action button and select the ‘New Task’ option from the drop down list.
On the next screen, complete the details of the task that will be issued when loans are approaching their fixed rate expiry dates as follows and then click Save.
Click the ‘Done’ button
You can now ‘Activate’ your workflow rule.
Note: New workflow rules will only fire for new records, or existing records that are edited to meet the rule criteria. Any existing records that already meet the rule criteria will not be included.
Interest Only Expiry Alert
This workflow rule will issue a reminder task to the application owner 30 days prior to the interest only expiry date of an active loan. To create this rule: GoTo Setup > Create > Workflow & Approvals > Workflow Rules and then click ‘New Rule’.
Select the ‘Loan’ object and click ‘Next’.
Complete the Rule Details as follows and then click ‘Save & Next’.
On the next page, click to ‘Add Time Trigger’
And then set the time Trigger to be “30 Days Before Loan: Interest Only Expiry Date” and then Save.
Now, within the Time-dependent Workflow Actions Section click the Add Workflow Action button and select the ‘New Task’ option from the drop down list.
On the next screen, complete the details of the task that will be issued when Loans are approaching their Interest Only Expiry dates as follows and then click Save.
Click the ‘Done’ button
You can now ‘Activate’ your workflow rule.
Note: New workflow rules will only fire for new records, or existing records that are edited to meet the rule criteria. Any existing records that already meet the rule criteria will not be included.
Low Balance Alert
This workflow rule will issue a task to the application owner to notify them when the balance of a Loan is less or equal to 10% of the Loan Amount. To create this rule: GoTo Setup > Create > Workflow & Approvals > Workflow Rules and then click ‘New Rule’.
Select the ‘Loan’ object and click ‘Next’.
Complete the Rule Details as follows and then click ‘Save & Next’.
On the next page, click to ‘Add Workflow Action’ and then select new Task
On the next screen, complete the details of the task that will be issued when Loans have a low balance and then click ‘Save’.
Click the ‘Done’ button
You can now ‘Activate’ your workflow rule.
Loan In Arrears
This workflow rule will issue a task to the application owner to notify them if a Loan is in Arrears. To create this rule: GoTo Setup > Create > Workflow & Approvals > Workflow Rules and then click ‘New Rule’.
Select the ‘Loan’ object and click ‘Next’.
Complete the Rule Details as follows and then click ‘Save & Next’.
On the next page, click to ‘Add Workflow Action’ and then select new Task
On the next screen, complete the details of the task that will be issued when Loans are in arrears and then click ‘Save’.
Click the ‘Done’ button
You can now ‘Activate’ your workflow rule.
Note: New workflow rules will only fire for new records, or existing records that are edited to meet the rule criteria. Any existing records that already meet the rule criteria will not be included.
Salesforce.com Campaigns
The campaigns section of Salesforce is designed to be able to track marketing campaigns within Salesforce. You can associate contacts and leads to a campaign, mark them as sent if they have been sent an offer or invitation and then when they accept you can mark them as responded allowing you to see how successful the campaign was, and link the campaign to your contact record allowing you to see what campaigns they have been involved in.
The campaigns feature can be used in conjunction with various AppExchange products such as Vertical Response Email to manage mass emails and campaigns within Salesforce.
Note: The Salesforce campaigns feature is not available for Salesforce Group Edition.
Creating Campaigns
To create a campaign, select the marketing app from the application drop down list in the top right corner of your Salesforce screen and then click the Campaigns tab. Note: in order to have access to the Campaigns Tab, your User record must have the ‘Marketing User’ field set to TRUE.
From here you can click the ‘New’ button to create a new campaign.
The New Campaign Page will appear as follows, allowing you to enter the campaign details such as name, description, type, expected response rates, cost and revenue to be generated by the campaign.
When you finish entering your campaign details, click the Save button to continue.
The campaign page will now appear something like this. You can see that this page offers statistics about the campaign such as how many responses have come from the campaign. From here you can manage campaign members and advanced settings.
Campaign Members
Campaign members are the people you will be targeting with your campaign, for example existing leads or clients, or the general public. Adding these people to the campaign allows you to track which campaigns they have been involved in and whether they responded to them.
To add members to a campaign, click the Manage Members and select whether you would like to add members from within Salesforce (using the search option) or from an import file.
Lets select the ‘Add Members – Search’ option for this example.
This option allows you to search from your existing Salesforce leads and contacts. You can retrieve records based on your current list views or by creating new filters. If you want to retrieve all contacts or leads, leave the filters blank and then hit the go button. Once you have found the records you want to include select them with the check boxes and then press the ‘Add with Status’ button.
The ‘Add with Status’ button allows you to select what the campaign member status will be for the new members you are adding. The standard status values are sent and responded. In this case as we are only just about to invite the members to an event, lets select the ‘Sent option’.
Once you have added your members, you will come to the existing members section, which allows you to update the member status, or remove them from the campaign if required. You can also click back to the Add Members tab to add additional members to the campaign.
If you click through to one of the campaign member records, the campaign member detail page will appear as follows, showing you the contact information and status of the member. From here you can also click through to the contact record.
If you click back to your campaign, after you have added members to it, you will see that your member has been added and the Total Contacts & Leads in the Campaign Statistics have been updated to reflect the number of members for those types.
Campaign Member Status Values
Campaign member status values are used to measure the success rates of your campaigns. Standard values of Sent and Responded are applied to all campaigns, however you can add and change the campaign member status values via the campaign also.
We have outlined some examples of campaign member status values in the table below.
| Status | Description |
| Sent | This is the default campaign member status. Use this status to show when you have sent newsletters and marketing emails via vertical response |
| Responded | This is a standard status value. You can use this value to show how many members have responded to the campaign, or you can use your own custom values such as registered and clicked. |
| Opened | This value can be used to track the number of emails opened in email campaigns. |
| Clicked | This value can be used to track the number of emails clicked in email campaigns. |
| Bounced | This value can be used to track the number of emails bounced in email campaigns. |
| Unsubscribed | This value can be used to track the number of unsubscribes in email campaigns. |
| Registered | This value can be used to track the number of people who have registered to attend an event. |
| Attended | This value can be used to track the number of people who attended an event. |
Campaign Member Status values need to be specified for each individual campaign using the Advanced Setup button on the campaign record page.
The campaign Member Status Window will appear as follows. Select the edit button to add status values.
The following screen will appear. Leave the standard values as they are and click the ‘Add More’ link a number of times to add enough rows for the values you would like to add.
Add the status values as follows and then click save.
Your new status values have now been added. You can click on the link to go back to campaign and add campaign members.
Training Videos
We know there’s plenty of people out there that prefer to watch, rather than read. So…we’ve put together a range of short ‘How To’ videos that take you through how to use all of the key features within RightTrack.
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