Salesforce For Dummies, 8th Edition

Salesforce For Dummies, 8th Edition

by Liz Kao, Jon Paz
Released May 2024
Publisher(s): For Dummies
ISBN: 9781394231669

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Book description

Your easy-to-follow guide to the world’s leading cloud-based CRM software

Salesforce gives your business an edge in tracking relationships and managing sales, marketing, customer service, and support operations. Salesforce For Dummies help you take advantage of key platform functionality and focus on making the most of its many features. Learn best practices to determine the right configuration to suit your business needs, and how to use apps, build widgets, and configure features to personalize your system for your business. Explore prospecting for leads, managing accounts, maintaining contacts, tracking products, calculating forecasts, and monitoring each customer’s service and support interactions with your business. Collaborate with colleagues by sharing information across a 360-degree view of all customer interactions, enhance your online marketing, gain real-time visibility into sales, and close deals faster.

  • Get started with configuring Salesforce and set up the apps that your business needs
  • Discover the latest updates to Salesforce, including Flow Builder, Lightning, and Einstein
  • Improve business performance with reporting insights, collaborative communication features, and integrated sales and marketing processes
  • Find new ways to improve productivity and reduce administration time

Salesforce For Dummies is the fully updated, best-selling guide that helps new and existing users get up to speed with the world’s top CRM.

Table of contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Introduction
    1. About This Book
    2. Foolish Assumptions
    3. Icons Used in This Book
    4. Beyond the Book
    5. Where to Go from Here
  5. Part 1: Introducing Salesforce
    1. Chapter 1: Customer Relationship Management at a Glance
      1. Introducing the Customer Relationship Management Life Cycle
      2. Looking to CRM to Solve Critical Business Challenges
      3. Selecting Salesforce as Your CRM System
    2. Chapter 2: Discovering Salesforce 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
  6. Part 2: Understanding Salesforce Features
    1. Chapter 3: Navigating Salesforce
      1. Getting Familiar with Basic Salesforce Terms
      2. Accessing Salesforce
      3. Reviewing 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
  7. Part 3: Closing More Deals with Sales Cloud
    1. Chapter 6: 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 7: Using Accounts
      1. Getting Familiar with the Account Record
      2. Performing Actions with Account Related Lists
      3. Maintaining Your Account Database
    3. Chapter 8: 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 9: Tracking Opportunities
      1. Getting Familiar with the Opportunity Record
      2. Entering Opportunities
      3. Modifying Opportunity Records
      4. Following Opportunities with Chatter
    5. Chapter 10: 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
  8. Part 4: Providing Support with Service Cloud
    1. Chapter 11: 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 12: Diversifying Your Support Channels
      1. Preparing Your Salesforce Service Cloud Strategy
      2. Delighting Customers with Multichannel Support
  9. Part 5: Empowering Marketing to Generate Measurable Demand
    1. Chapter 13: Creating Marketing Campaigns to Drive Demand
      1. Understanding Campaigns
      2. Building Target Lists
      3. Executing Campaigns
      4. Tracking Responses
    2. Chapter 14: 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
  10. Part 6: Mastering Basic Salesforce Administration
    1. Chapter 15: 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
    2. Chapter 16: Automating Processes with Flows
      1. Going with the Flow
      2. Introducing Salesforce Flow
      3. Creating Flows with Flow Builder
      4. Building Your First Flow
    3. Chapter 17: Migrating Existing Automation to Flow
      1. Welcoming Flow and Saying Goodbye to Old Friends
      2. Converting Existing Automations to Flows
    4. 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
    5. 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
    6. 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
    7. Chapter 21: Managing Data
      1. Sorting Out Your Options for Data Migration
      2. Migrating Your Legacy Data
      3. Managing Your Salesforce Database
      4. Getting Help with Complex Data Tasks
  11. 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
      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
  12. 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 Local User Groups
      5. Salesforce Trailhead Academy
      6. Salesforce Colored Favicons
      7. Field Trip
      8. ORGanizer for Salesforce
      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
  13. Index
  14. About the Author
  15. Advertisement Page
  16. Connect with Dummies
  17. End User License Agreement

Product information

  • Title: Salesforce For Dummies, 8th Edition
  • Author(s): Liz Kao, Jon Paz
  • Release date: May 2024
  • Publisher(s): For Dummies
  • ISBN: 9781394231669