Salesforce For Dummies, 7th Edition

Salesforce For Dummies, 7th Edition

by Liz Kao, Jon Paz
Released December 2019
Publisher(s): For Dummies
ISBN: 9781119576327

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Book description

Get up to lightning speed with this fully updated, bestselling guide to using Salesforce.com!

Salesforce.com For Dummies, 7th Edition gives you an edge in building relationships and managing your company's sales, marketing, customer service, and support operations. You’ll learn how to maximize the new user interface to organize contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projects based on past performance, and more. 

Written by Salesforce.com insiders with years of expertise in CRM services, this new edition covers the latest enhancements to Salesforce.com, the world's most popular customer relationship management software. You’ll find out how to determine the right configuration to suit your business needs, and how to use apps, widgets, and tools to personalize your system. Then, you’ll explore prospecting leads, managing accounts and partners, developing contacts, tracking products, calculating forecasts, and utilizing service and support.

  • 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

More than 150,000 companies worldwide use Salesforce.com as their CRM solution—if you’re a new or existing user looking to maximize the potential of the new UI, this book has everything you need.

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. Explaining the Lightning Experience
      4. Navigating the tabs
      5. Navigating a record in the Lightning Experience
    2. Chapter 4: Personalizing Salesforce
      1. Completing Your Profile Page
      2. Using the Settings Menu
      3. Modifying Your Personal Information
      4. Setting Up Salesforce 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. Getting Help and Set 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
      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
    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. 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. Preparing for Your Salesforce PRM Implementation
  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: Empowering Marketing to Generate Measurable Demand
    1. Chapter 15: Creating Marketing Campaigns to Drive Demand
      1. Understanding Campaigns
      2. Building Target Lists
      3. Executing Campaigns
      4. Tracking Responses
    2. Chapter 16: Driving Sales Effectiveness with Salesforce Files and Content
      1. Understanding Content in Salesforce
      2. Learning about Files
      3. Using Files
      4. Creating Libraries
      5. Adding Files
  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, Search, and Compact Layouts
      7. Using the Lightning App Builder to Build Lightning Experience Page Layouts
      8. Using Record Types
      9. Managing Workflow and Approvals
      10. Understanding the Process Builder
      11. 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 Lightning Platform
      2. Preparing Your Custom App Strategy
      3. Creating Custom Objects
      4. Creating Custom Apps
      5. Understanding the AppExchange
    4. Chapter 20: 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
    5. Chapter 21: 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 22: Analyzing Data with Reports
      1. Discovering Reports
      2. Creating Your Own Reports
      3. Filtering Reports Efficiently
      4. Exporting Reports to Excel
      5. Organizing Reports
      6. Mastering Reports
    2. Chapter 23: 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 24: Ten Ways to Drive More Productivity
      1. Salesforce Trailhead
      2. Dreamforce Conference
      3. Salesforce Trailblazer Community
      4. Salesforce.com Local User Groups
      5. Salesforce Trailhead Academy
      6. Salesforce Colored Favicons
      7. Field Trip
      8. ORGanizer
      9. Perm Comparator
      10. Gmail Sidebar in Salesforce
    2. Chapter 25: Ten Keys to a Successful Migration to Lightning
      1. Understanding Why the Transition Needs to Happen Now
      2. Identifying Your Executive Sponsor
      3. Building Your Project Team
      4. Evaluating Your Current Customizations
      5. Planning Your Change Management Strategy
      6. Defining Your Scope and Prioritizing Initiatives
      7. Confirming the Lightning Experience for Your Business
      8. Customizing for User Relevance
      9. Building a Comprehensive Training Plan
      10. Connecting with Peers
  11. Index
  12. About the Author
  13. Advertisement Page
  14. Connect with Dummies
  15. End User License Agreement

Product information

  • Title: Salesforce For Dummies, 7th Edition
  • Author(s): Liz Kao, Jon Paz
  • Release date: December 2019
  • Publisher(s): For Dummies
  • ISBN: 9781119576327