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Salesforce.com® For Dummies®, 4th Edition

Book Description

The ideal introductory reference on salesforce.com—now fully updated throughout!

As the global leader in on-demand customer relationship management (CRM), salesforce.com helps companies all over the world manage their sales, marketing, and customer service and support operations. Written by two salesforce.com insiders, this straightforward introduction clearly explains how to organize contacts, log activities with contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projects based on past performance, and more.

  • Walks you through the benefits and capabilities of the world's most popular customer relationship management (CRM) software—salesforce.com

  • Covers the latest enhancements to salesforce.com and explains how to choose the right edition of salesforce.com to suit your business needs

  • Details how to personalize your system, manage accounts, develop contacts, manage activities, track products, calculate forecasts, drive demand, utilize service and support, and more

  • Addresses extending salesforce.com beyond CRM as well as migrating and managing your data

  • Get started solving common sales, marketing, client, and customer service challenges with salesforce.com—and make your business a force to be reckoned with!

    Table of Contents

    1. Copyright
    2. About the Authors
    3. Authors' Acknowledgments
    4. Publisher's Acknowledgments
    5. Introduction
      1. Updates to the Fourth Edition
      2. How to Use This Book
      3. Foolish Assumptions
      4. Icons Used in This Book
    6. I. Salesforce Basics
      1. 1. Looking Over Salesforce
        1. 1.1. Using Salesforce to Solve Critical Business Challenges
          1. 1.1.1. Understanding your customer
          2. 1.1.2. Centralizing contacts under one roof
          3. 1.1.3. Expanding the funnel
          4. 1.1.4. Consolidating your pipeline
          5. 1.1.5. Collaborating effectively with your co-workers
          6. 1.1.6. Working as a team
          7. 1.1.7. Collaborating with your partners
          8. 1.1.8. Beating the competition
          9. 1.1.9. Improving customer service
          10. 1.1.10. Accessing anytime, anywhere
          11. 1.1.11. Measuring the business
        2. 1.2. Extending the Value Chain
          1. 1.2.1. Integrating with your Web site
          2. 1.2.2. Connecting to other Web sites
          3. 1.2.3. Integrating with other applications
          4. 1.2.4. Managing other business processes
        3. 1.3. Deciding Which Edition Is Best for You
      2. 2. Navigating Salesforce
        1. 2.1. Getting Familiar with Basic Terms
        2. 2.2. Accessing Salesforce
          1. 2.2.1. Setting up a password
          2. 2.2.2. Logging in
          3. 2.2.3. Seeing the new user interface
        3. 2.3. Navigating the Home Page
          1. 2.3.1. Managing your calendar
          2. 2.3.2. Tracking your tasks
          3. 2.3.3. Using dashboard snapshots from the home page
          4. 2.3.4. Accessing information with the sidebar
            1. 2.3.4.1. Finding items with Search
            2. 2.3.4.2. Creating new records
            3. 2.3.4.3. Revisiting recent items
            4. 2.3.4.4. Getting more out of your home page sidebar
        4. 2.4. Navigating the Apps
          1. 2.4.1. Discovering the Force.com app menu
          2. 2.4.2. Finding out about the tabs
          3. 2.4.3. Discovering a tab home page
            1. 2.4.3.1. Using the View drop-down list
            2. 2.4.3.2. Building a custom view
            3. 2.4.3.3. Reviewing the Recent Items section
            4. 2.4.3.4. Reviewing common reports
            5. 2.4.3.5. Tooling through the Tools section
        5. 2.5. Managing Records
          1. 2.5.1. Creating records
          2. 2.5.2. Resurrecting records from the Recycle Bin
        6. 2.6. Detailing the Record
          1. 2.6.1. Using links and buttons on the detail page
          2. 2.6.2. Modifying records with inline editing
          3. 2.6.3. Capitalizing on related lists
          4. 2.6.4. Looking things up with lookup hovers
        7. 2.7. Getting Help and Setting Up
      3. 3. Personalizing Your System
        1. 3.1. Using the Personal Setup Menu
        2. 3.2. Modifying Your Personal Information
          1. 3.2.1. Updating your user information
          2. 3.2.2. Changing your display
          3. 3.2.3. Customizing pages
          4. 3.2.4. Granting login access
        3. 3.3. Working with Salesforce Remotely
          1. 3.3.1. Synchronizing with Outlook
            1. 3.3.1.1. Installing and configuring Connect for Microsoft Outlook
            2. 3.3.1.2. Backing up your data
          2. 3.3.2. Working offline
        4. 3.4. Importing Your Contacts
    7. II. Keeping Track of Customer Relationships
      1. 4. Managing Accounts
        1. 4.1. Getting Familiar with the Account Record
          1. 4.1.1. Understanding standard fields
          2. 4.1.2. Customizing account fields
        2. 4.2. Creating and Updating Your Accounts
          1. 4.2.1. Adding new accounts
          2. 4.2.2. Updating account fields
        3. 4.3. Organizing Your Accounts
          1. 4.3.1. Using account views
          2. 4.3.2. Creating custom account views
          3. 4.3.3. Reassigning account ownership
            1. 4.3.3.1. Reassigning a single account
            2. 4.3.3.2. Reassigning multiple accounts at the same time
          4. 4.3.4. Building parent/child relationships
        4. 4.4. Performing Actions with Account Related Lists
          1. 4.4.1. Defining contact roles
          2. 4.4.2. Displaying an account's opportunities
          3. 4.4.3. Viewing cases
        5. 4.5. Maintaining Your Account Database
          1. 4.5.1. Merging duplicate records
          2. 4.5.2. Deleting account records
      2. 5. Developing Contacts
        1. 5.1. Understanding the Contact Record
        2. 5.2. Customizing Contact Information
        3. 5.3. Entering and Updating Your Contacts
          1. 5.3.1. Entering new contacts
          2. 5.3.2. Importing your contacts and accounts
          3. 5.3.3. Updating contact fields
          4. 5.3.4. Cloning an existing contact
        4. 5.4. Organizing Your Contacts
          1. 5.4.1. Using contact views
          2. 5.4.2. Creating custom contact views
        5. 5.5. Developing Organizational Charts
        6. 5.6. Performing Actions with Contact Related Lists
        7. 5.7. Merging Duplicate Records
      3. 6. Collaborating with Chatter
        1. 6.1. Preparing to Use Chatter
        2. 6.2. Turning On Chatter
          1. 6.2.1. Activating Chatter
          2. 6.2.2. Updating your tab configuration
        3. 6.3. Understanding Key Chatter Terms
        4. 6.4. Locating Chatter on Your Home Page
        5. 6.5. Profiling Yourself
        6. 6.6. Keeping Everyone Informed with Status Updates
          1. 6.6.1. Updating your status
          2. 6.6.2. Commenting on statuses
        7. 6.7. Choosing What to Follow
          1. 6.7.1. Configuring your Chatter feeds
          2. 6.7.2. Following people
          3. 6.7.3. Following feeds
          4. 6.7.4. Following specific records
        8. 6.8. Being Part of a Group
          1. 6.8.1. Joining a group
          2. 6.8.2. Creating a group
        9. 6.9. Receiving Chatter Emails
        10. 6.10. Using Chatter Effectively
      4. 7. Managing Activities
        1. 7.1. Reviewing Activities
        2. 7.2. Creating Activities
          1. 7.2.1. Creating an event
          2. 7.2.2. Using pop-up reminders
          3. 7.2.3. Creating a task
          4. 7.2.4. Logging a call
        3. 7.3. Organizing and Viewing Activities
        4. 7.4. Updating Activities
          1. 7.4.1. Assigning activities
          2. 7.4.2. Completing a task
      5. 8. Sending E-Mail
        1. 8.1. Understanding E-Mail Fields in Salesforce
        2. 8.2. Setting Up Your E-Mail
          1. 8.2.1. Personalizing your e-mail settings
          2. 8.2.2. Building personal e-mail templates
        3. 8.3. Saving Third-Party E-Mails to Salesforce
          1. 8.3.1. Activating the Email to Salesforce feature
          2. 8.3.2. Identifying your Email to Salesforce address
          3. 8.3.3. Saving an e-mail to Salesforce
        4. 8.4. Sending E-Mail from Salesforce
          1. 8.4.1. Creating and sending e-mail
          2. 8.4.2. Using e-mail templates
        5. 8.5. Sending Mass E-Mail
        6. 8.6. Tracking E-Mail
          1. 8.6.1. Viewing e-mails in Activity History
          2. 8.6.2. Tracking HTML e-mails
    8. III. Driving Sales with Sales Cloud
      1. 9. Prospecting Leads
        1. 9.1. Introducing the Lead Record
        2. 9.2. Setting Up Your Leads
          1. 9.2.1. Adding new leads
          2. 9.2.2. Cloning an existing lead
          3. 9.2.3. Importing your leads
          4. 9.2.4. Sharing your leads
        3. 9.3. Organizing Your Leads
          1. 9.3.1. Using lead views
          2. 9.3.2. Creating custom lead views
          3. 9.3.3. Accepting leads from a queue
        4. 9.4. Following Up on Leads
          1. 9.4.1. Finding and merging duplicate lead records
          2. 9.4.2. Tracking leads with related lists
          3. 9.4.3. Updating lead fields
          4. 9.4.4. Converting qualified leads
        5. 9.5. Maintaining Your Lead Database
          1. 9.5.1. Making use of lead queues
          2. 9.5.2. Creating assignment rules for automatic routing
          3. 9.5.3. Transferring leads
          4. 9.5.4. Changing the status of multiple records
          5. 9.5.5. Mass-deleting lead records
        6. 9.6. Building Your Lead Database with Jigsaw for Salesforce
      2. 10. Tracking Opportunities
        1. 10.1. Getting Familiar with the Opportunity Record
        2. 10.2. Entering Opportunities
          1. 10.2.1. Adding new opportunities
          2. 10.2.2. Cloning an opportunity
        3. 10.3. Modifying Opportunity Records
          1. 10.3.1. Updating opportunity fields
          2. 10.3.2. Rolling up opportunity data onto the account record
          3. 10.3.3. Reassigning opportunity ownership
        4. 10.4. Organizing Your Opportunities
          1. 10.4.1. Using opportunity views
          2. 10.4.2. Creating custom opportunity views
          3. 10.4.3. Defining contact roles
        5. 10.5. Following Opportunities with Chatter
      3. 11. Tracking Products, Price Books, and Quotes
        1. 11.1. Discovering Products and Price Books
          1. 11.1.1. Defining standard product fields
          2. 11.1.2. Understanding the different types of pricing
        2. 11.2. Using Products and Price Books
          1. 11.2.1. Adding products to opportunities
          2. 11.2.2. Updating product details for an opportunity
          3. 11.2.3. Adding and updating schedules on opportunities
          4. 11.2.4. Searching for products
          5. 11.2.5. Creating custom views for products and price lists
        3. 11.3. Building the Product Catalog
          1. 11.3.1. Planning products for success
          2. 11.3.2. Adding products to the product catalog
          3. 11.3.3. Changing product details in the product catalog
        4. 11.4. Setting Up Schedules
          1. 11.4.1. Enabling schedules for your company
          2. 11.4.2. Adding and updating a default schedule
        5. 11.5. Managing Price Books
          1. 11.5.1. Adding to the standard price book
            1. 11.5.1.1. Adding standard prices while creating products
            2. 11.5.1.2. Adding or editing standard prices for existing products
          2. 11.5.2. Creating a custom price book
          3. 11.5.3. Adding products to a custom price book
          4. 11.5.4. Making global changes to price books
            1. 11.5.4.1. Changing activation on price books
            2. 11.5.4.2. Cloning price books
            3. 11.5.4.3. Deleting price books
        6. 11.6. Generating Quotes
          1. 11.6.1. Activating quotes
          2. 11.6.2. Customizing quotes
          3. 11.6.3. Preparing quotes for customers
          4. 11.6.4. Revising quotes
          5. 11.6.5. Sending quotes
      4. 12. Managing Your Partners
        1. 12.1. Understanding the Partner Lifecycle
          1. 12.1.1. Understanding a day in the life of a channel manager
          2. 12.1.2. Understanding a day in the life of a partner
        2. 12.2. Managing Your Channel with Salesforce Partners
          1. 12.2.1. Creating partner accounts and contacts
          2. 12.2.2. Assigning leads to partners
          3. 12.2.3. Reducing channel conflict with deal registration
        3. 12.3. Understanding Your Partner Portal Home Page
          1. 12.3.1. Verifying your account information
          2. 12.3.2. Contacting your channel manager
          3. 12.3.3. Creating new records
          4. 12.3.4. Browsing the Lead Inbox
        4. 12.4. Setting Up Salesforce Partners for Your Channel Team
          1. 12.4.1. Granting partners access to Salesforce Partners
    9. IV. Optimizing Marketing with Sales Cloud
      1. 13. Driving Demand with Campaigns
        1. 13.1. Understanding Campaigns
          1. 13.1.1. Creating a new campaign
          2. 13.1.2. Modifying the member status
        2. 13.2. Building Target Lists
          1. 13.2.1. Using rented lists
          2. 13.2.2. Importing new campaign members
          3. 13.2.3. Targeting existing members with the Integrated Campaign Builder
            1. 13.2.3.1. Adding members from a campaign record
            2. 13.2.3.2. Adding members from a custom report
            3. 13.2.3.3. Adding members from a view
        3. 13.3. Executing Campaigns
          1. 13.3.1. Delivering an online campaign
          2. 13.3.2. Executing an offline campaign
        4. 13.4. Tracking Responses
          1. 13.4.1. Using Web-to-Lead forms
            1. 13.4.1.1. Enabling Web-to-Lead
            2. 13.4.1.2. Generating HTML
            3. 13.4.1.3. Viewing and testing the form
          2. 13.4.2. Manually updating member statuses
            1. 13.4.2.1. Adding a member to a campaign
            2. 13.4.2.2. Updating the status of a current member
          3. 13.4.3. Mass-updating campaign statuses
            1. 13.4.3.1. Mass updating all member statuses in a campaign
            2. 13.4.3.2. Mass updating all member statuses in a report
      2. 14. Building Your Internet Marketing Channel
        1. 14.1. Understanding Internet Marketing
        2. 14.2. Introducing Salesforce for Google AdWords
          1. 14.2.1. Signing up for a Google AdWords account
          2. 14.2.2. Linking your Google AdWords account
        3. 14.3. Integrating Lead Tracking with Google AdWords
          1. 14.3.1. Creating a Web-to-Lead form
          2. 14.3.2. Adding the tracking code to your Web pages
          3. 14.3.3. Confirming your Web site setup
        4. 14.4. Viewing Tracked Leads
          1. 14.4.1. Reviewing the lead source detail
          2. 14.4.2. Working your leads
          3. 14.4.3. Analyzing results with analytics
      3. 15. Driving Sales Effectiveness with Document Management
        1. 15.1. Understanding Salesforce Content
        2. 15.2. Creating Workspaces
        3. 15.3. Adding Content
        4. 15.4. Editing Content
        5. 15.5. Finding Content
        6. 15.6. Getting Content Feedback with Chatter
    10. V. Delighting Customers with Service Cloud
      1. 16. Performing Fast and Accurate Support
        1. 16.1. Walking through a Day in the Life of a Service Agent
        2. 16.2. Understanding the Case Record
        3. 16.3. Creating a Case
          1. 16.3.1. Validating the contact
          2. 16.3.2. Entering new cases
        4. 16.4. Managing Cases
          1. 16.4.1. Updating case fields
          2. 16.4.2. Reassigning case ownership
          3. 16.4.3. Getting a clue on views and queues
          4. 16.4.4. Creating custom case views
        5. 16.5. Sharing Knowledge with Salesforce Knowledge
        6. 16.6. Researching and Resolving Cases
          1. 16.6.1. Understanding solutions
          2. 16.6.2. Finding solutions
          3. 16.6.3. Attaching solutions to a case
        7. 16.7. Communicating the Outcome
          1. 16.7.1. Responding with standard e-mail templates
          2. 16.7.2. Closing a case
      2. 17. Managing Your Service Cloud 2 Solution
        1. 17.1. Preparing Your Salesforce Service Cloud Strategy
        2. 17.2. Automating Case Management
          1. 17.2.1. Adding case queues
          2. 17.2.2. Using assignment rules for routing
          3. 17.2.3. Automating case escalation
        3. 17.3. Capturing and Associating Cases Efficiently
        4. 17.4. Harvesting Knowledge
          1. 17.4.1. Understanding Salesforce Knowledge
          2. 17.4.2. Articulating articles
          3. 17.4.3. Creating articles
          4. 17.4.4. Publishing articles
        5. 17.5. Helping Customers Help Themselves
          1. 17.5.1. Launching a Customer Portal
          2. 17.5.2. Managing Customer Portal users
          3. 17.5.3. Customizing your Customer Portal
          4. 17.5.4. Sharing Knowledge articles with the public
        6. 17.6. Improving Agent Productivity
          1. 17.6.1. Using the Console
          2. 17.6.2. Setting up the Console
          3. 17.6.3. Providing customer service from anywhere
          4. 17.6.4. Using a call center
    11. VI. Measuring Overall Business Performance
      1. 18. Analyzing Data with Reports
        1. 18.1. Discovering Reports
          1. 18.1.1. Navigating the Reports home page
          2. 18.1.2. Displaying a report
        2. 18.2. Developing Reports
          1. 18.2.1. Building a new report with Report Builder
          2. 18.2.2. Building a report from scratch
          3. 18.2.3. Customizing existing reports
          4. 18.2.4. Building custom summary formulas
          5. 18.2.5. Adding conditional highlighting
        3. 18.3. Filtering on a Report
          1. 18.3.1. Using the Report Options section
          2. 18.3.2. Hiding and showing details
          3. 18.3.3. Filtering with the drill-down menu
          4. 18.3.4. Clearing filters
        4. 18.4. Exporting Reports to Excel
        5. 18.5. Organizing Your Reports
          1. 18.5.1. Creating new folders
          2. 18.5.2. Maintaining your report library
      2. 19. Seeing the Big Picture with Dashboards
        1. 19.1. Figuring Out Dashboards
          1. 19.1.1. Breaking down basic elements
          2. 19.1.2. Planning useful dashboards
        2. 19.2. Building Dashboards
          1. 19.2.1. Generating a sample dashboard and report
          2. 19.2.2. Cloning a dashboard
          3. 19.2.3. Developing a dashboard from scratch
        3. 19.3. Updating Dashboards
          1. 19.3.1. Editing dashboard properties
          2. 19.3.2. Editing a component
          3. 19.3.3. Modifying the layout
          4. 19.3.4. Refreshing the dashboard
        4. 19.4. Organizing Your Dashboards
          1. 19.4.1. Viewing dashboard lists
          2. 19.4.2. Building dashboard folders
    12. VII. Designing the Solution with Force.com
      1. 20. Fine-Tuning the Configuration
        1. 20.1. Figuring Out Configuration
          1. 20.1.1. Breaking down basic elements
          2. 20.1.2. Planning configuration to achieve success
        2. 20.2. Verifying Your Company Profile
        3. 20.3. Defining the Role Hierarchy
        4. 20.4. Defining Your Sharing Model
          1. 20.4.1. Setting organization-wide defaults
          2. 20.4.2. Creating groups
          3. 20.4.3. Granting greater access with sharing rules
        5. 20.5. Setting Up Profiles
          1. 20.5.1. Reviewing the standard profiles
          2. 20.5.2. Creating custom profiles
        6. 20.6. Adding Users to Salesforce
        7. 20.7. Using Other Security Controls
          1. 20.7.1. Setting field-level security
          2. 20.7.2. Delegating administration
        8. 20.8. Customizing the Look and Feel
          1. 20.8.1. Enabling the latest user interface
          2. 20.8.2. Drag and drop, hovers, and other tweaks
      2. 21. Customizing Salesforce with Force.com
        1. 21.1. Discovering Customization
          1. 21.1.1. Breaking down basic elements
          2. 21.1.2. Customizing for relevance
        2. 21.2. Building and Editing Fields
          1. 21.2.1. Adding fields
          2. 21.2.2. Viewing and updating fields
          3. 21.2.3. Replicating your key standard processes
          4. 21.2.4. Understanding custom formula fields
        3. 21.3. Using Custom Buttons and Links
        4. 21.4. Customizing Page and Search Layouts
          1. 21.4.1. Modifying a page layout
          2. 21.4.2. Assigning layouts to profiles
          3. 21.4.3. Changing search layouts
        5. 21.5. Managing Multiple Business Processes
        6. 21.6. Managing Record Types
        7. 21.7. Creating Dependent Picklists
        8. 21.8. Managing Workflow & Approvals
          1. 21.8.1. Creating workflow rules
          2. 21.8.2. Assigning workflow tasks
          3. 21.8.3. Using workflow e-mail alerts
      3. 22. Extending Salesforce beyond CRM with Custom Cloud
        1. 22.1. Understanding the Force.com Platform
        2. 22.2. Preparing Your Custom Cloud 2 Strategy
        3. 22.3. Creating Custom Apps with Custom Cloud 2
          1. 22.3.1. Setting up a custom app
          2. 22.3.2. Building your custom objects
          3. 22.3.3. Modifying custom objects
          4. 22.3.4. Building relationships
          5. 22.3.5. Creating custom tabs
            1. 22.3.5.1. Adding a tab to a custom object
            2. 22.3.5.2. Building a Web tab
        4. 22.4. Sharing Apps on AppExchange
          1. 22.4.1. Browsing AppExchange
          2. 22.4.2. Installing Custom Cloud 2 apps
      4. 23. Migrating and Maintaining Your Data
        1. 23.1. Understanding Your Options for Data Migration
          1. 23.1.1. Using import wizards
          2. 23.1.2. Investigating the Data Loader
        2. 23.2. Migrating Your Legacy Data
          1. 23.2.1. Determining your data sources
          2. 23.2.2. Preparing your data
          3. 23.2.3. Testing the import
          4. 23.2.4. Analyzing the test data results
          5. 23.2.5. Migrating your final data
          6. 23.2.6. Validating and augmenting your data
        3. 23.3. Managing Your Salesforce Database
          1. 23.3.1. Backing up your data
          2. 23.3.2. Mass-transferring records
          3. 23.3.3. Mass-deleting records
        4. 23.4. Getting Help with Complex Data Tasks
    13. VIII. The Part of Tens
      1. 24. Ten Ways to Drive More Productivity
        1. 24.1. Finding the Top Five Resources
        2. 24.2. Revisiting Five Great Productivity Tools
      2. 25. Ten Keys to a Successful Implementation
        1. 25.1. Identifying Your Executive Sponsor
        2. 25.2. Building Your Project Team
        3. 25.3. Evaluating Your Processes
        4. 25.4. Gathering Requirements
        5. 25.5. Defining Your Scope and Prioritizing Initiatives
        6. 25.6. Modeling Salesforce to Your Business
        7. 25.7. Customizing for User Relevance
        8. 25.8. Importing Clean Data
        9. 25.9. Building a Comprehensive Training Plan
        10. 25.10. Connecting with Peers