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Book Description

Your fun and easy introduction to and its latest tools

The frontrunner in the customer relationship management (CRM) market, has a rapidly expanding influence over the way companies across the globe interact with their clientele. For Dummies lends you an edge in building those relationships and managing your company s sales, marketing, customer service, and support operations. With this accessible guide, you will learn how to organize contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projects based on past performance, and more.

  • Covers the latest enhancements to, the world s most popular customer relationship management software, and explains how to choose the right configuration to suit your business needs

  • Written by insiders with years of expertise in CRM services

  • Details how to personalize your system, prospect leads, manage accounts and partners, develop contacts, track products, calculate forecasts, drive demand, utilize service and support, share insights with Chatter, enhance your online marketing, and more

  • Close deals faster, gain real-time visibility into sales, and collaborate instantly with help from For Dummies.

    Table of Contents

      1. Introduction
        1. Updates to the Fifth Edition
        2. How to Use This Book
        3. Foolish Assumptions
        4. Icons Used in This Book
        5. Beyond the Book
        6. Where to Go from Here
      2. Part I: Salesforce Basics
        1. Chapter 1: Looking Over Salesforce
          1. Using Salesforce to Solve Critical Business Challenges
            1. Understanding your customer’s customer
            2. Centralizing customer information under one roof
            3. Expanding the funnel
            4. Consolidating your pipeline
            5. Collaborating effectively with your colleagues
            6. Working as a team
            7. Collaborating with your partners
            8. Beating the competition
            9. Improving customer service
            10. Accessing anytime, anywhere
            11. Measuring the business
            12. Running your business in the cloud
          2. Extending the Value Chain
            1. Integrating with your website
            2. Connecting to social sites
            3. Integrating with other applications
            4. Managing other business processes
          3. Deciding Which Edition Is Best for You
        2. Chapter 2: Navigating Salesforce
          1. Getting Familiar with Basic Terms
          2. Accessing Salesforce
            1. Setting up a password
            2. Logging in
          3. Navigating the Home Page
            1. Finding records with Search
            2. Managing your calendar
            3. Tracking your tasks
            4. Using dashboard snapshots from the home page
            5. Accessing information with the sidebar
          4. Navigating the Apps
            1. Discovering the app menu
            2. Finding out about the tabs
            3. Discovering a tab home page
          5. Managing Records
            1. Creating records
            2. Resurrecting records from the Recycle Bin
          6. Detailing the Record
            1. Saving time with hover links
            2. Using links and buttons on the detail page
            3. Modifying records with inline editing
            4. Capitalizing on related lists
            5. Looking things up with lookup hovers
          7. Getting Help and Setting Up
        3. Chapter 3: Personalizing Your System
          1. Completing the My Profile Page
          2. Using the My Settings Menu
          3. Modifying Your Personal Information
            1. Updating your user information
            2. Changing your display
            3. Customizing pages
            4. Setting up social accounts and contacts
            5. Granting login access
          4. Working with Salesforce Remotely
            1. Synchronizing with Outlook
            2. Accessing Salesforce from your mobile device
          5. Importing Your Contacts
      3. Part II: Keeping Track of Customer Relationships
        1. Chapter 4: Managing Accounts
          1. Getting Familiar with the Account Record
            1. Understanding standard fields
            2. Customizing account fields
          2. Creating and Updating Your Accounts
            1. Adding new accounts
            2. Updating account fields
          3. Organizing Your Accounts
            1. Using account list views
            2. Creating custom account views
            3. Reassigning account ownership
            4. Building parent/child relationships
          4. Performing Actions with Account Related Lists
            1. Defining contact roles
            2. Displaying an account’s opportunities
            3. Viewing cases
            4. Tracking your account teams
          5. Maintaining Your Account Database
            1. Merging duplicate records
            2. Increasing account accuracy with
            3. Deleting account records
        2. Chapter 5: Developing Contacts
          1. Understanding the Contact Record
          2. Customizing Contact Information
          3. Entering and Updating Your Contacts
            1. Entering new contacts
            2. Importing your contacts and accounts
            3. Researching contacts on social networks
            4. Updating contact fields
            5. Cloning an existing contact
          4. Organizing Your Contacts
            1. Using contact list views
            2. Creating custom contact views
          5. Developing Organizational Charts
          6. Performing Actions with Contact Related Lists
          7. Merging Duplicate Records
        3. Chapter 6: Collaborating with Chatter
          1. Preparing to Use Chatter
          2. Turning On Chatter
          3. Understanding Key Chatter Terms
          4. Locating Chatter on Your Home Page
          5. Profiling Yourself
          6. Keeping Everyone Informed with Posts
            1. Posting a status
            2. Commenting on posts
          7. Choosing What to Follow
            1. Configuring your Chatter feeds
            2. Following people
            3. Your secret is safe
            4. Following feeds
          8. Being Part of a Group
            1. Joining a group
            2. Creating a new group
          9. Receiving Chatter Emails
          10. Using Chatter Effectively
        4. Chapter 7: Managing Activities
          1. Reviewing Activities
          2. Creating Activities
            1. Creating an event
            2. Using pop-up reminders
            3. Creating a task
            4. Logging a call
          3. Organizing and Viewing Activities
          4. Updating Activities
            1. Assigning activities
            2. Completing a task
        5. Chapter 8: Sending E-Mail
          1. Understanding E-Mail Fields in Salesforce
          2. Setting Up Your E-Mail
            1. Personalizing your e-mail settings
            2. Building personal e-mail templates
            3. Creating letterheads
          3. Saving Third-Party E-Mails to Salesforce
            1. Activating the Email to Salesforce feature
            2. Identifying your Email to Salesforce address
            3. Saving an e-mail to Salesforce
          4. Sending E-Mail from Salesforce
            1. Creating and sending e-mail
            2. Using e-mail templates
          5. Sending Mass E-Mail
          6. Tracking E-Mail
            1. Viewing e-mails in Activity History
            2. Tracking HTML e-mails
      4. Part III: Driving Sales with Sales Cloud
        1. Chapter 9: Prospecting Leads
          1. Introducing the Lead Record
          2. Setting Up Your Leads
            1. Adding new leads
            2. Cloning an existing lead
            3. Importing your leads
          3. Organizing Your Leads
            1. Using lead views
            2. Creating custom lead views
            3. Accepting leads from a queue
          4. Following Up on Leads
            1. Finding and merging duplicate lead records
            2. Tracking leads with related lists
            3. Updating lead fields
            4. Converting qualified leads
          5. Maintaining Your Lead Database
            1. Making use of lead queues
            2. Creating assignment rules for automatic routing
            3. Transferring leads
            4. Changing the status of multiple records
            5. Mass-deleting lead records
          6. Building Your Lead Database with
        2. Chapter 10: Tracking Opportunities
          1. Getting Familiar with the Opportunity Record
          2. Entering Opportunities
            1. Adding new opportunities
            2. Cloning an opportunity
          3. Modifying Opportunity Records
            1. Updating opportunity fields
            2. Rolling up opportunity data onto the account record
            3. Reassigning opportunity ownership
          4. Organizing Your Opportunities
            1. Using opportunity views
            2. Creating custom opportunity views
            3. Defining contact roles
          5. Following Opportunities with Chatter
        3. Chapter 11: Tracking Products and Price Books
          1. Discovering Products and Price Books
            1. Defining standard product fields
            2. Understanding the different types of pricing
          2. Using Products and Price Books
            1. Adding products to opportunities
            2. Updating product details for an opportunity
            3. Adding and updating schedules on opportunities
            4. Searching for products
            5. Creating custom views for products and price lists
          3. Building the Product Catalog
            1. Planning products for success
            2. Adding products to the product catalog
            3. Changing product details in the product catalog
          4. Setting Up Schedules
            1. Enabling schedules for your company
            2. Adding and updating a default schedule
          5. Managing Price Books
            1. Adding to the standard price book
            2. Creating a custom price book
            3. Adding products to a custom price book
            4. Making global changes to price books
          6. Generating Quotes
            1. Customizing quotes
            2. Preparing quotes for customers
            3. Revising quotes
            4. Sending quotes
        4. Chapter 12: Managing Your Partners
          1. Understanding the Partner Life Cycle
            1. Understanding a day in the life of a channel manager
            2. Understanding a day in the life of a partner
          2. Managing Your Channel with Salesforce Communities
            1. Enabling partner relationship management
            2. Creating partner accounts and contacts
            3. Assigning leads to partners
            4. Reducing channel conflict with deal registration
          3. Accessing Salesforce Communities as a Partner
            1. Viewing and updating your leads
            2. Managing your opportunities
          4. Setting Up Salesforce Communities for Your Channel Team
      5. Part IV: Optimizing Demand with Marketing Cloud
        1. Chapter 13: Driving Demand with Campaigns
          1. Understanding Campaigns
            1. Creating a new campaign
            2. Modifying the member status
          2. Building Target Lists
            1. Using rented lists
            2. Importing new campaign members
            3. Targeting existing members with the Integrated Campaign Builder
          3. Executing Campaigns
            1. Delivering an online campaign
            2. Executing an offline campaign
          4. Tracking Responses
            1. Using Web-to-Lead forms
            2. Manually updating member statuses
            3. Mass-updating campaign statuses
        2. Chapter 14: Driving Sales Effectiveness with Content Management
          1. Understanding Salesforce Content
            1. Identifying content use cases and users
          2. Creating Libraries
          3. Adding Content
          4. Editing Content
          5. Finding Content
          6. Understanding Documents
            1. Creating folders in the Document Library
            2. Adding documents
            3. Using documents
            4. Differentiating between documents, content, and files
      6. Part V: Delighting Customers with Service Cloud
        1. Chapter 15: Performing Fast and Accurate Support
          1. Walking through a Day in the Life of a Service Agent
          2. Understanding the Case Record
          3. Creating a Case
            1. Validating the contact
            2. Entering new cases
          4. Managing Cases
            1. Updating case fields
            2. Reassigning case ownership
            3. Getting a clue on views and queues
            4. Creating custom case views
          5. Knowing More about Salesforce Knowledge
          6. Researching and Resolving Cases
            1. Understanding solutions
            2. Finding solutions
            3. Attaching solutions to a case
          7. Communicating the Outcome
            1. Responding with standard e-mail templates
            2. Closing a case
        2. Chapter 16: Managing Your Contact Center with Service Cloud
          1. Preparing Your Salesforce Service Cloud Strategy
          2. Automating Case Management
            1. Adding case queues
            2. Using assignment rules for routing
            3. Automating case escalation
          3. Capturing and Associating Cases Efficiently
          4. Harvesting Knowledge
            1. Understanding Salesforce Knowledge
            2. Articulating articles
            3. Creating articles
            4. Publishing articles
          5. Helping Customers Help Themselves
            1. Setting up Communities
            2. Creating a Community
            3. Adding Community members
            4. Customizing your Salesforce Community
            5. Sharing Knowledge with your community
          6. Improving Agent Productivity
            1. Using the Salesforce Agent Console
            2. Setting up the Agent Console
            3. Providing customer service from anywhere
            4. Using a call center
      7. Part VI: Measuring Overall Business Performance
        1. Chapter 17: Analyzing Data with Reports
          1. Discovering Reports
            1. Navigating the Reports home page
            2. Displaying a report
          2. Developing Reports
            1. Building a report from scratch
            2. Customizing existing reports
          3. Filtering on a Report
            1. Using the Report Options section
            2. Hiding and showing details
            3. Filtering with the drill-down menu
            4. Clearing filters
          4. Exporting Reports to Excel
          5. Organizing Your Reports
            1. Creating new folders
            2. Maintaining your report library
          6. Advancing Beyond the Basics
            1. Building custom summary formulas
            2. Understanding additional reporting options
        2. Chapter 18: Seeing the Big Picture with Dashboards
          1. Figuring Out Dashboards
            1. Breaking down basic elements
            2. Planning useful dashboards
          2. Building Dashboards
            1. Installing sample dashboards and reports
            2. Cloning a dashboard
            3. Developing a dashboard from scratch
          3. Updating Dashboards
            1. Editing dashboard properties
            2. Editing a component
            3. Modifying the layout
            4. Refreshing the dashboard
          4. Organizing Your Dashboards
            1. Viewing dashboard lists
            2. Building dashboard folders
      8. Part VII: Designing the Solution with
        1. Chapter 19: Fine-Tuning the Configuration
          1. Figuring Out Configuration
            1. Breaking down basic elements
            2. Planning configuration to achieve success
          2. Verifying Your Company Profile
          3. Defining Your Sharing Model
            1. Setting organization-wide defaults
            2. Creating groups
            3. Granting greater access with sharing rules
          4. Defining the Role Hierarchy
          5. Setting Up Profiles
            1. Reviewing the standard profiles
            2. Creating custom profiles
          6. Adding Users to Salesforce
          7. Using Other Security Controls
            1. Setting field-level security
            2. Delegating administration
          8. Customizing the Look and Feel
            1. Drag and drop, hovers, and other tweaks
        2. Chapter 20: Customizing Salesforce with
          1. Discovering Customization
            1. Breaking down basic elements
            2. Customizing for relevance
          2. Building and Editing Fields
            1. Adding fields
            2. Viewing and updating fields
            3. Replicating your key standard processes
            4. Understanding custom formula fields
          3. Using Custom Buttons and Links
          4. Customizing Page and Search Layouts
            1. Modifying a page layout
            2. Assigning layouts to profiles
            3. Changing search layouts
          5. Managing Multiple Business Processes
          6. Managing Record Types
          7. Creating Dependent Picklists
          8. Managing Workflow & Approvals
            1. Creating workflow rules
            2. Assigning workflow tasks
            3. Using workflow e-mail alerts
        3. Chapter 21: Extending Beyond CRM with the Platform
          1. Understanding the Platform
          2. Preparing Your App Strategy
          3. Creating Custom Apps with
            1. Setting up a custom app
            2. Building your custom objects
            3. Modifying custom objects
            4. Building relationships
            5. Creating custom tabs
          4. Sharing Apps on AppExchange
            1. Browsing AppExchange
            2. Installing custom apps
        4. Chapter 22: Migrating and Maintaining Your Data
          1. Understanding Your Options for Data Migration
            1. Using import wizards
            2. Investigating the Data Loader
          2. Migrating Your Legacy Data
            1. Determining your data sources
            2. Preparing your data
            3. Testing the import
            4. Analyzing the test data results
            5. Migrating your final data
            6. Validating and augmenting your data
          3. Managing Your Salesforce Database
            1. Backing up your data
            2. Mass-transferring records
            3. Mass-deleting records
          4. Getting Help with Complex Data Tasks
      9. Part VIII: The Part of Tens
        1. Chapter 23: Ten Ways to Drive More Productivity
          1. Finding the Top Five Resources
          2. Revisiting Five Great Productivity Tools
        2. Chapter 24: Ten Keys to a Successful Implementation
          1. Identifying Your Executive Sponsor
          2. Building Your Project Team
          3. Evaluating Your Processes
          4. Gathering Requirements
          5. Defining Your Scope and Prioritizing Initiatives
          6. Modeling Salesforce to Your Business
          7. Customizing for User Relevance
          8. Importing Clean Data
          9. Building a Comprehensive Training Plan
          10. Connecting with Peers
      10. About the Authors
      11. Cheat Sheet
      12. More Dummies Products