Shipper Guide
Use this FTM Shipper Guide to learn how transportation teams manage orders, shipments, carrier collaboration, visibility, documentation, and reporting inside Salesforce. The permanent replacement for the legacy Shipper Guide PDF.
This guide covers
Order Management
Shipment Planning
Carrier Collaboration
Tracking & Visibility
Documentation & BOL
Reporting
Overview
What You’ll Learn in the FTM Shipper Guide
This guide covers the full shipper workflow inside FTM, from order creation through delivery documentation and reporting.
Managing Orders
Create and manage customer orders with product line items inside Salesforce, then convert them directly into shipments.
Shipment Planning
Build shipment records with origin, destination, commodity details, equipment requirements, and pickup and delivery appointments.
Carrier Collaboration
Assign carriers to shipments, receive rate confirmations, and communicate load requirements inside FTM.
Tracking & Visibility
Monitor shipment status in real time and provide customers with live updates through the Customer Portal.
Documentation & BOL
Generate Bills of Lading directly from the load record, attach PODs, and manage all freight documents in one place.
Reporting
Use native Salesforce dashboards to monitor shipment status, on-time performance, and freight spend.
Shipment lifecycle
A Typical Shipment in FTM
Each step produces or updates a record in Salesforce. Order line items carry through to the Bill of Lading without re-entry.
Customer Order
Order + products created
Quote Created
Rate calculated from tariff
Quote Approved
Customer accepts rate
Load Created
Shipment record opened
Carrier Assigned
Rate confirmation issued
Dispatched
BOL generated, pickup
Delivery
Delivered, milestone set
POD & Reporting
POD attached, load closed
Core documentation
Core Workflows
Detailed guidance for each major area of shipper operations in FTM, with screenshots showing the exact screens you will use.
Order Management
Orders in FTM link directly to the customer account and contain all product line items being shipped. Each Order Product carries the product code, quantity, and unit price. When the order is activated and converted to a load, these line items populate the Bill of Lading automatically.
Add all Order Products before converting to a load. Product line items on the Order record flow directly into the BOL. Items added after conversion must be manually added to the shipment.
Set Order Status to Activated before converting. Draft orders cannot be linked to a load record.
Use the Contract Number field to tie the order to a customer agreement. This creates an auditable link between the purchase order and the resulting shipment.
Figure 1 Order 00000100 for Burlington Textiles Corp of America showing 4 Order Products: GenWatt Diesel 1000kW (qty 2, $100k), GenWatt Diesel 10kW (qty 7, $5k), Hydraulic Cylinder Assembly (qty 12, $3,800), Press Frame Panel (qty 9, $4,700). Total order value $322,900. Status: Draft with Activated path.
Quoting & Rate Approval
Lane Quotes in FTM calculate the customer rate from tariff tables and lock the margin before any load is created. Once the customer accepts, clicking Convert Lane Quote to Load creates the shipment record pre-populated with all quote details. No data is re-entered.
Review the quoted rate before it is sent to the customer. The rate on the accepted quote becomes the billing rate for the entire load lifecycle and cannot be changed without creating a new quote.
Use the PDF Format button to send the customer a branded quote document. The quote PDF pulls all lane details, addresses, and pricing from the record automatically.
Priority field (Hot, Warm, Cold) on the quote record helps dispatchers triage which shipments need carrier coverage first.
Figure 2 Lane Quote LQ-10 (CH. Robinson, Customer Rate $3,100, Carrier Rate $2,500, Status: Sent to Customer) showing the Convert Lane Quote to Load action button and PDF Format option in the action menu.
Figure 3 Customer-facing Quote PDF (Quotation LQ-10, September 6, 2020) showing origin and destination table (Irvine CA pickup, Seattle WA delivery) and quote amount of $3,100 for 40,000 lbs.
Converting a Quote into a Shipment
When a Lane Quote is accepted, clicking Convert Lane Quote to Load opens the Create New Load modal pre-filled with the customer, rate, carrier rate, pickup and delivery addresses, and appointment times from the quote. Saving the modal creates the load record and links it back to the originating quote. This is the moment an order becomes a live shipment in FTM.
Assign the carrier before saving the new load if you already know which carrier is taking the shipment. The carrier field in the modal connects the load to the carrier’s record and makes it visible in their dispatch view immediately.
Pickup and delivery appointment times from the quote pre-populate the load, but confirm them before saving. Appointment changes made after dispatch require notifying the carrier separately.
Figure 4 Create New Load modal pre-filled from Lane Quote LQ-10: Customer CH. Robinson, Rate $3,100, Carrier Rate $2,500, Pickup (1 main, Irvine CA 92014, 2/14/2020 12:00 PM), Delivery (1400 1st, Seattle WA 98002, 2/17/2020 12:00 PM). The quote-to-load conversion requires no data re-entry.
Shipment Tracking & Load Record
The load record is the single source of truth for an active shipment. It shows current status, assigned carrier, customer, rate, billing fields, and the action bar for PDF generation (Create Invoice, Bill of Lading, Rate Confirmation). The status path tracks the shipment from Assigned through Delivered. All milestone timestamps are recorded and visible to customers through the portal.
Update load status milestones at the time of each event. Pickup confirmed, in-transit, and delivered should reflect actual event times, not end-of-day updates. Delayed milestone entries reduce portal visibility accuracy.
The Bill of Lading, Rate Confirmation, and Invoice PDF generators in the action bar all pull data from the load record automatically. Generate the BOL before dispatch and attach the signed copy to the load Files section at pickup.
Figure 5 Load record (Status: Delivered) showing dispatcher Thomas King, customer AB Plastic INC, carrier ABC Trucking LLC, rate $2,500, total $2,600. Action bar shows Create Invoice, Bill of Lading, and Rate Confirmation PDF generators. Files section shows Scale Tickets and PoD L-1 attached.
Shipment Details
The Details tab on the load record contains full pickup and delivery information, appointment times and contacts, customer fields, rates, distances, factoring settings, and equipment specification. These fields are what populate the Bill of Lading and invoice when generated from the load.
Pickup Contact and Delivery Contact fields on the load record appear on the Rate Confirmation sent to the carrier. Keep these current so the driver has the correct contact at each stop.
Confirm the Invoice Date and Invoice Status fields after billing. These feed shipper-side financial reports and reconciliation with your accounting system.
Figure 6 Load Details tab showing customer AB Plastic INC, Invoice Status: Payment Received, Rate $2,500, Total Line Items $100, Distance 1,161 miles, Rate per Mile $2.15, Pay Status: Paid. Equipment: Truck-9, Trailer T2698. Full pickup and delivery address fields with contact information.
Bill of Lading
The Bill of Lading is generated directly from the load record using the Bill of Lading button in the action bar. FTM populates the BOL with the carrier, PRO number, load date, all product line items (description, quantity, unit price), pickup and delivery stops with addresses, and the Shipper/Consignor and Receiver/Consignee signature blocks. Templates are fully customizable. The BOL is the legal document that travels with the shipment from origin to destination.
Generate the BOL before the carrier arrives for pickup. The driver needs the BOL at the pickup location to take custody of the freight. A missing BOL at pickup creates a compliance gap.
Product line items on the BOL pull from the Order Products linked to the load. Verify all items are on the order record before generating so the BOL reflects the complete shipment.
After the driver signs the BOL at pickup, scan and attach the signed copy to the load Files section immediately. The signed BOL is required for proof of custody and billing disputes.
Figure 7 Bill of Lading for Load L-31, Carrier Cross Logistics, dated June 25, 2026. Package Description lists all 4 order products: GenWatt Diesel 1000kW (qty 2, $100k), GenWatt Diesel 10kW (qty 7, $5k), Hydraulic Cylinder Assembly (qty 12, $3,800), Press Frame Panel (qty 9, $4,700). Stops: Pickup at 654 IDEA ST, New York NY 10001; Delivery at 123 MAIN BLVD, Chicago IL 60639. Shipper/Consignor and Receiver/Consignee signature blocks.
Proof of Delivery & Documents
The Related tab on the load record shows all attached files. Scale Tickets and POD documents are attached here and accessible to customers through the Customer Portal once uploaded. Line items, expenses, pay items, legs, stops, cargo items, and locations are all linked from the same Related tab view.
Attach POD to the load immediately after delivery confirmation. Tag it as Proof of Delivery so it appears correctly in the customer portal and can be filtered in reports.
Do not invoice or close a load until POD is attached. A load closed without POD cannot be audited and creates a billing dispute risk if the customer questions delivery.
Figure 8 Load Related tab showing Stops (0), Line Items (LI-9 Lumper/Unloading $100), Files section with Scale Tickets (137KB) and PoD L-1 (157KB) attached, Locations (0), Legs (0), Cargo Items (0), Pay Items (PI-3). POD is visible to customers through the Customer Portal immediately on upload.
Day-to-day reference
Common Daily Activities
Expand each task for step-by-step instructions and best practices.
1
Create an Order and Convert it to a Shipment
Create a Salesforce Order with product line items, then convert the approved Lane Quote into a load. Product data flows through to the Bill of Lading without re-entry.
1
First, navigate to Orders in FTM and click New. Set the Account Name to the customer and add all Order Products with quantity and unit price.2
Next, activate the order by clicking Mark Status as Complete. Draft orders cannot be linked to a load.3
Then, open the associated Lane Quote record. Confirm the customer rate, addresses, and appointment times are correct.4
Then, click Convert Lane Quote to Load. Review the pre-filled load modal and assign a carrier if known.5
Then, click Save. FTM creates the load record linked to both the quote and the order.6
Finally, open the new load record and generate the Bill of Lading using the Bill of Lading button in the action bar.All Order Products added before conversion appear automatically on the Bill of Lading. Add line items to the order before converting, not after, to avoid a BOL that does not match the actual shipment.
2
View Shipment Status
Check the current status of active shipments from the Loads list view or directly from the load record.
1
First, open the Loads tab in FTM. Use the Dispatch list view to see all active loads grouped by status.2
Next, apply filters by customer, carrier, or date range using the filter bar on the right.3
Then, click any load to open the full record and view the current status, carrier contact, and milestone history.4
Finally, status path at the top of the record shows the full lifecycle: Assigned, Dispatched, In Transit, Delivered.Customers can check shipment status themselves through the Customer Portal without calling your team. Make sure the portal is enabled and load milestones are kept current so the self-service view is accurate.
3
Generate and Send a Bill of Lading
Generate the BOL from the load record before dispatch. The BOL lists all product line items from the linked order, pickup and delivery stops, and carrier details.
1
First, open the load record and confirm the carrier, pickup address, delivery address, and appointment times are complete.2
Next, click Bill of Lading in the action bar. FTM generates the PDF from the load data and linked order products.3
Then, review the BOL. Confirm product descriptions, quantities, and addresses match the physical shipment.4
Then, download or print the BOL and provide it to the driver before pickup.5
Finally, after pickup, scan the signed BOL and upload it to the load Files section tagged as Bill of Lading.A signed BOL is the legal transfer of custody from shipper to carrier. Never allow a driver to depart without a signed BOL attached to the load record. Missing signed BOLs are the most common cause of freight claims disputes.
4
Update Pickup and Delivery Appointments
Update appointment times on the load record when schedules change. Updated times are visible to the carrier and reflect on the Rate Confirmation.
1
First, open the load record and navigate to the Details tab.2
Next, locate the Pickup Arrival and Delivery Arrival date-time fields under Pickup/Delivery section.3
Finally, update the appointment time and save. Notify the carrier of the change using the email template in the Activity section.Always notify the carrier when appointment times change. Updating the load record does not automatically alert the carrier. Use the Load to Carrier email template in the Activity section to send the change confirmation.
5
Upload Documents to a Shipment
Attach BOLs, rate confirmations, scale tickets, and PODs to the load record so all documentation is centralized and accessible through the Customer Portal.
1
First, open the load record and click the Related tab.2
Next, locate the Files section and click Add Files.3
Then, select the file from your device, name it clearly, and tag it with the correct document type (BOL, POD, Scale Tickets, etc.).4
Finally, save. The document is immediately accessible to authorized users and visible through the Customer Portal.Tag every document with the correct type when uploading. Untagged files cannot be filtered in reports or shared through the Customer Portal correctly. Document type consistency is essential for audits and billing disputes.
6
Review Delivery and Confirm POD
After delivery, confirm the load status is set to Delivered, attach the signed POD, and close the load to trigger billing.
1
First, open the delivered load record. Confirm Status is set to Delivered.2
Next, enter the Actual Delivery date and time on the Details tab.3
Then, navigate to the Related tab and attach the signed POD in the Files section tagged as Proof of Delivery.4
Finally, click Mark Status as Complete to close the load. This triggers the billing workflow.Do not close a load without a POD attached. A closed load without POD cannot be billed with complete documentation and creates a compliance gap if the customer disputes delivery.
7
Run a Shipment Report
Run pre-built Salesforce reports to review shipment volume, on-time performance, and freight spend by carrier or lane.
1
First, navigate to the Reports tab in Salesforce and open the FTM folder.2
Next, select the relevant report: Shipment Summary, On-Time Delivery, or Freight Spend by Carrier.3
Then, apply date range and carrier or customer filters as needed.4
Finally, run the report, then export to Excel if needed for finance review or external distribution.On-time performance accuracy depends entirely on milestone timestamps in load records. If your on-time report looks wrong, check whether the underlying Delivered milestone times reflect actual delivery or were entered retroactively.
8
View the Operations Dashboard
Open the FTM Operations Dashboard for a live view of active loads, on-time rate, freight spend, and open exceptions. No export required.
1
First, click the App Launcher in Salesforce and search for FTM Dashboard.2
Next, review active load count, on-time delivery rate, and freight spend charts for the current period.3
Then, apply date or carrier filters using the dashboard filter bar to narrow the view.4
Finally, click any chart segment to drill into the underlying report for detail.Ask your Salesforce administrator to pin the FTM Operations Dashboard to the home page so it opens automatically each day. This removes the need to navigate to the dashboard manually during busy operating periods.
Operational guidance
Recommended Operational Practices
Practices that keep shipment records accurate, BOLs complete, and exceptions manageable across the shipping operation.
01
Add all order products before converting to a load
Product line items on the Order record populate the Bill of Lading automatically. Items added after the load is created must be manually entered on the shipment and do not backfill the BOL. Get the order complete before conversion.
02
Generate the Bill of Lading before the carrier arrives for pickup
The BOL is the legal document transferring freight custody from shipper to carrier. A driver who departs without a signed BOL creates a custody gap that cannot be resolved after the fact if freight is lost or damaged.
03
Update shipment milestones at the time of each event
Pickup confirmed, in-transit, and delivered milestones should reflect actual event times. Batch updates at end of shift produce inaccurate on-time reporting, reduce Customer Portal visibility accuracy, and cannot be corrected retroactively for reporting periods.
04
Attach all documents immediately after each event
BOL at pickup, rate confirmation at dispatch, scale tickets at the facility, and POD at delivery should each be attached to the load record as they occur. Documents accumulated for batch upload are frequently missing when billing or disputes arise.
05
Keep customer communications within FTM where possible
Status updates and document sharing through the Customer Portal create a permanent, auditable record. Communication handled outside FTM via email or phone is invisible to reporting and creates version control issues when multiple team members interact with the same customer.
06
Apply consistent naming conventions to all shipment and document records
Establish a standard reference number format at implementation and apply it across all orders, loads, and file attachments. Inconsistent naming makes search, reporting, and customer lookups significantly slower as shipment volume grows.
How do I create a shipment?
+
Create an Order record with all product line items, then create or open a Lane Quote for the same customer. Once the quote is approved, click Convert Lane Quote to Load. FTM creates the load record pre-filled with the customer, rate, and addresses. The Order Products carry forward to the Bill of Lading automatically.
How do I generate a Bill of Lading?
+
Open the load record and click the Bill of Lading button in the action bar at the top of the page. FTM generates a PDF BOL populated with the carrier, load number, PRO number, product line items from the linked order, pickup and delivery stops, and signature blocks for shipper and receiver. The template is fully customizable.
Where do I upload documents?
+
Open the load record, navigate to the Related tab, and click Add Files in the Files section. Upload the document and tag it with the correct type (BOL, POD, Scale Tickets, Rate Confirmation). Tagged documents are filterable in reports and visible to customers through the Customer Portal.
How do customers track shipments?
+
Customers track shipments through the FTM Customer Portal, a branded Salesforce Experience Cloud site. They can view live status, milestone updates, and attached documents without accessing Salesforce directly. Portal accuracy depends on load milestones being updated in real time. Contact your administrator to confirm the portal is configured for your customers.
Where are dashboards located?
+
FTM dashboards are accessible from the Salesforce App Launcher. Search for FTM Dashboard or navigate to the Dashboards tab within the FTM app. Your administrator can pin specific dashboards to your home page. Reports are available in the FTM folder under the Reports tab.
How do I work with carriers?
+
Open the load record and use the Carrier field lookup to assign an approved carrier. Once assigned, generate the Rate Confirmation PDF from the action bar to issue it to the carrier. Use the Load to Carrier email template in the Activity section to communicate pickup instructions. All carrier communication logged in FTM is tied to the load record and visible to the full team.
Where can I get additional help?
+
Contact FTM support at [email protected] or call +1 (949) 800-7197. For platform architecture, workflow design, and implementation planning, book an executive session. Response within one business day.
Support
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