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Salesforce.com For Dummies

Book Description

Your all-access guide to reaping the benefits of Salesforce.com

Salesforce.com has a rapidly expanding influence over the way companies across the globe interact with their clientele. Written by Salesforce.com insiders with years of experience in customer relationship management (CRM) solutions, Salesforce.com For Dummies gives you an edge in building relationships and managing your company's sales, marketing, customer service, and support operations. You'll discover how to organize contacts, schedule business appointments, use forecasting tools to predict upcoming sales, create accurate projects based on past performance, and so much more.

A customizable, on-demand CRM solution, Salesforce.com allows businesses to organize and manage all of their customer information—leads, opportunities, contacts, accounts, cases, and solutions—in one place. Whether you're a Windows or Mac user, this down-to-earth, friendly guide shows you how to maximize Salesforce.com's capabilities to close deals faster, gain real-time visibility into sales, and collaborate instantly.

  • Customize the new user interface with apps, widgets, and tools
  • Prospect leads, drive sales, and provide outstanding customer service
  • Manage contacts, identify opportunities, and analyze your results
  • Collaborate with colleagues using Chatter

If you're new to Salesforce.com or an existing user looking for the latest tips and tricks to maximize its potential, this friendly guide has you covered.

Table of Contents

    1. Cover
    2. Introduction
      1. About This Book
      2. Foolish Assumptions
      3. Icons Used in This Book
      4. Beyond the Book
      5. Where to Go from Here
    3. Part 1: Introducing Salesforce
      1. Chapter 1: Customer Relationship Management at a Glance
        1. Introducing the Customer Relationship Management life cycle
        2. Looking to Customer Relationship Management to Solve Critical Business Challenges
        3. Selecting Salesforce as Your Customer Relationship Management System
      2. Chapter 2: Discovering Salesforce.com’s Products
        1. Using Sales Cloud to Win More Deals
        2. Generating Better Leads with Marketing Cloud
        3. Providing Excellent Customer Service with Service Cloud
        4. Deciding Which Salesforce Edition Is Best for You
    4. Part 2: Understanding Salesforce Features
      1. Chapter 3: Navigating Salesforce
        1. Getting Familiar with Basic Salesforce Terms
        2. Accessing Salesforce
        3. Navigating the Home Page
        4. Navigating the Apps
        5. Explaining the Lightning Experience
      2. Chapter 4: Personalizing Salesforce
        1. Completing the My Profile Page
        2. Using the My Settings Menu
        3. Modifying Your Personal Information
        4. Setting Up Salesforce1 for Your Mobile Device
        5. Importing Your Contacts
        6. Working with Salesforce Remotely
      3. Chapter 5: Working in Salesforce
        1. Managing Records
        2. Detailing the Record
        3. Reviewing Activities
        4. Creating Activities
        5. Organizing and Viewing Activities
        6. Updating Activities
        7. Understanding Email Fields in Salesforce
        8. Setting Up Your Email
        9. Sending Email from Salesforce
        10. Sending Mass Email
        11. Getting Help and Setting Up
      4. Chapter 6: Collaborating in the Cloud
        1. Preparing to Use Chatter
        2. Understanding Key Chatter Terms
        3. Turning On Chatter
        4. Locating Chatter on Your Home Page
        5. Profiling Yourself
        6. Keeping Everyone Informed with Posts
        7. Choosing What to Follow
        8. Being Part of a Group
        9. Managing Chatter Notifications
        10. Using Chatter Effectively
    5. Part 3: Closing More Deals with Sales Cloud
      1. Chapter 7: Tracking Leads
        1. Introducing the Lead Record
        2. Setting Up Your Leads
        3. Accepting Leads from a Queue
        4. Following Up on Leads
        5. Maintaining Your Lead Database
        6. Building Your Lead Database with Data.com
      2. Chapter 8: Using Accounts
        1. Getting Familiar with the Account Record
        2. Performing Actions with Account Related Lists
        3. Maintaining Your Account Database
      3. Chapter 9: Developing Contacts
        1. Understanding the Contact Record
        2. Customizing Contact Information
        3. Entering and Updating Your Contacts
        4. Organizing Your Contacts
        5. Developing Organizational Charts
      4. Chapter 10: Tracking Opportunities
        1. Getting Familiar with the Opportunity Record
        2. Entering Opportunities
        3. Modifying Opportunity Records
        4. Organizing Your Opportunities
        5. Following Opportunities with Chatter
      5. Chapter 11: Tracking Products and Price Books
        1. Discovering Products and Price Books
        2. Using Products and Price Books
        3. Building the Product Catalog
        4. Setting Up Schedules
        5. Managing Price Books
      6. Chapter 12: Managing Your Partners
        1. Understanding the Partner Life Cycle
        2. Managing Your Channel with Salesforce Communities
        3. Accessing Salesforce Communities as a Partner
        4. Setting Up Salesforce Communities for Your Channel Team
    6. Part 4: Providing Support with Service Cloud
      1. Chapter 13: Tracking the Support Life Cycle with Cases
        1. Walking through a Day in the Life of a Service Agent
        2. Understanding the Case Record
        3. Creating a Case
        4. Managing Cases
        5. Communicating the Outcome
      2. Chapter 14: Diversifying Your Support Channels
        1. Preparing Your Salesforce Service Cloud Strategy
        2. Delighting Customers with Multi-Channel Support
    7. Part 5: Generating Demand with Marketing Cloud
      1. Chapter 15: Creating Campaigns with Marketing Cloud
        1. Understanding Campaigns
        2. Building Target Lists
        3. Executing Campaigns
        4. Tracking Responses
      2. Chapter 16: Driving Sales Effectiveness with Salesforce Content
        1. Understanding Salesforce Content
        2. Creating Libraries
        3. Adding Content
        4. Editing Content
        5. Finding Content
        6. Learning about Files
        7. Understanding Documents
    8. Part 6: Mastering Basic Salesforce Administration
      1. Chapter 17: Performing Common Configurations
        1. Discovering the Power of Customization
        2. Building and Editing Fields
        3. Customizing List Views
        4. Working with Records
        5. Creating Dependent Picklists
        6. Customizing Page and Search Layouts
        7. Using Record Types
        8. Managing Workflow and Approvals
        9. Understanding the Process Builder
        10. Creating Actions
      2. Chapter 18: Diving Deeper into Standard Object Setup
        1. Configuring Sales-Specific Settings
        2. Managing Marketing-Related Settings
        3. Setting Customizations for Your Service Organizations
      3. Chapter 19: Building Custom Apps
        1. Understanding Elements of the Force.com Platform
        2. Preparing Your Custom App Strategy
        3. Creating Custom Objects
        4. Creating Custom Apps
        5. Understanding the AppExchange
      4. Chapter 20: Introducing the Lightning Experience
        1. Navigating the Lightning Experience Interface
        2. Considering Lightning for Your Organization
        3. Planning Your Lightning Deployment
      5. Chapter 21: Accessing the Right Data with User Permissions
        1. Understanding User Administration
        2. Establishing Data Access Concepts
        3. Defining Your Sharing Model
        4. Setting Up Profiles
        5. Defining the Role Hierarchy
        6. Using Other Security Controls
      6. Chapter 22: Managing Data
        1. Understanding Your Options for Data Migration
        2. Migrating Your Legacy Data
        3. Managing Your Salesforce Database
        4. Getting Help with Complex Data Tasks
    9. Part 7: Measuring Overall Business Performance
      1. Chapter 23: Analyzing Data with Reports
        1. Discovering Reports
        2. Developing Reports
        3. Filtering Reports Efficiently
        4. Exporting Reports to Excel
        5. Organizing Reports
        6. Mastering Reports
      2. Chapter 24: Seeing the Big Picture with Dashboards
        1. Figuring Out Dashboards
        2. Building Dashboards
        3. Organizing Your Dashboards
    10. Part 8: The Part of Tens
      1. Chapter 25: Ten Ways to Drive More Productivity
        1. Salesforce Trailhead
        2. Dreamforce Conference
        3. Salesforce Success Community
        4. Salesforce.com Local User Groups
        5. Salesforce.com Training
        6. Conga Composer
        7. Field Trip
        8. DupeCatcher
        9. Rollup Helper
        10. Mass Update and Mass Edit
      2. Chapter 26: 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
    11. About the Authors
    12. Advertisement Page
    13. Connect with Dummies
    14. End User License Agreement