book

Salesforce.com® For Dummies®, 4th Edition

Name: Salesforce.com® For Dummies®, 4th Edition
ISBN: 9780470590713

by Tom Wong, Liz Kao, Matt Kaufman

October 2010

Beginner

432 pages

9h 2m

English

For Dummies

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Copyright
About the Authors
Authors' Acknowledgments
Publisher's Acknowledgments
Introduction
Updates to the Fourth EditionHow to Use This BookFoolish AssumptionsIcons Used in This Book
I. Salesforce Basics
1. Looking Over Salesforce
1.1. Using Salesforce to Solve Critical Business Challenges1.1.1. Understanding your customer1.1.2. Centralizing contacts under one roof1.1.3. Expanding the funnel1.1.4. Consolidating your pipeline1.1.5. Collaborating effectively with your co-workers1.1.6. Working as a team1.1.7. Collaborating with your partners1.1.8. Beating the competition1.1.9. Improving customer service1.1.10. Accessing anytime, anywhere1.1.11. Measuring the business1.2. Extending the Value Chain1.2.1. Integrating with your Web site1.2.2. Connecting to other Web sites1.2.3. Integrating with other applications1.2.4. Managing other business processes1.3. Deciding Which Edition Is Best for You
2. Navigating Salesforce
2.1. Getting Familiar with Basic Terms2.2. Accessing Salesforce2.2.1. Setting up a password2.2.2. Logging in2.2.3. Seeing the new user interface2.3. Navigating the Home Page2.3.1. Managing your calendar2.3.2. Tracking your tasks2.3.3. Using dashboard snapshots from the home page2.3.4. Accessing information with the sidebar2.3.4.1. Finding items with Search2.3.4.2. Creating new records2.3.4.3. Revisiting recent items2.3.4.4. Getting more out of your home page sidebar2.4. Navigating the Apps2.4.1. Discovering the Force.com app menu2.4.2. Finding out about the tabs2.4.3. Discovering a tab home page2.4.3.1. Using the View drop-down list2.4.3.2. Building a custom view2.4.3.3. Reviewing the Recent Items section2.4.3.4. Reviewing common reports2.4.3.5. Tooling through the Tools section2.5. Managing Records2.5.1. Creating records2.5.2. Resurrecting records from the Recycle Bin2.6. Detailing the Record2.6.1. Using links and buttons on the detail page2.6.2. Modifying records with inline editing2.6.3. Capitalizing on related lists2.6.4. Looking things up with lookup hovers2.7. Getting Help and Setting Up
3. Personalizing Your System
3.1. Using the Personal Setup Menu3.2. Modifying Your Personal Information3.2.1. Updating your user information3.2.2. Changing your display3.2.3. Customizing pages3.2.4. Granting login access3.3. Working with Salesforce Remotely3.3.1. Synchronizing with Outlook3.3.1.1. Installing and configuring Connect for Microsoft Outlook3.3.1.2. Backing up your data3.3.2. Working offline3.4. Importing Your Contacts
II. Keeping Track of Customer Relationships

4. Managing Accounts
4.1. Getting Familiar with the Account Record4.1.1. Understanding standard fields4.1.2. Customizing account fields4.2. Creating and Updating Your Accounts4.2.1. Adding new accounts4.2.2. Updating account fields4.3. Organizing Your Accounts4.3.1. Using account views4.3.2. Creating custom account views4.3.3. Reassigning account ownership4.3.3.1. Reassigning a single account4.3.3.2. Reassigning multiple accounts at the same time4.3.4. Building parent/child relationships4.4. Performing Actions with Account Related Lists4.4.1. Defining contact roles4.4.2. Displaying an account's opportunities4.4.3. Viewing cases4.5. Maintaining Your Account Database4.5.1. Merging duplicate records4.5.2. Deleting account records
5. Developing Contacts
5.1. Understanding the Contact Record5.2. Customizing Contact Information5.3. Entering and Updating Your Contacts5.3.1. Entering new contacts5.3.2. Importing your contacts and accounts5.3.3. Updating contact fields5.3.4. Cloning an existing contact5.4. Organizing Your Contacts5.4.1. Using contact views5.4.2. Creating custom contact views5.5. Developing Organizational Charts5.6. Performing Actions with Contact Related Lists5.7. Merging Duplicate Records
6. Collaborating with Chatter
6.1. Preparing to Use Chatter6.2. Turning On Chatter6.2.1. Activating Chatter6.2.2. Updating your tab configuration6.3. Understanding Key Chatter Terms6.4. Locating Chatter on Your Home Page6.5. Profiling Yourself6.6. Keeping Everyone Informed with Status Updates6.6.1. Updating your status6.6.2. Commenting on statuses6.7. Choosing What to Follow6.7.1. Configuring your Chatter feeds6.7.2. Following people6.7.3. Following feeds6.7.4. Following specific records6.8. Being Part of a Group6.8.1. Joining a group6.8.2. Creating a group6.9. Receiving Chatter Emails6.10. Using Chatter Effectively
7. Managing Activities
7.1. Reviewing Activities7.2. Creating Activities7.2.1. Creating an event7.2.2. Using pop-up reminders7.2.3. Creating a task7.2.4. Logging a call7.3. Organizing and Viewing Activities7.4. Updating Activities7.4.1. Assigning activities7.4.2. Completing a task
8. Sending E-Mail
8.1. Understanding E-Mail Fields in Salesforce8.2. Setting Up Your E-Mail8.2.1. Personalizing your e-mail settings8.2.2. Building personal e-mail templates8.3. Saving Third-Party E-Mails to Salesforce8.3.1. Activating the Email to Salesforce feature8.3.2. Identifying your Email to Salesforce address8.3.3. Saving an e-mail to Salesforce8.4. Sending E-Mail from Salesforce8.4.1. Creating and sending e-mail8.4.2. Using e-mail templates8.5. Sending Mass E-Mail8.6. Tracking E-Mail8.6.1. Viewing e-mails in Activity History8.6.2. Tracking HTML e-mails
III. Driving Sales with Sales Cloud
9. Prospecting Leads
9.1. Introducing the Lead Record9.2. Setting Up Your Leads9.2.1. Adding new leads9.2.2. Cloning an existing lead9.2.3. Importing your leads9.2.4. Sharing your leads9.3. Organizing Your Leads9.3.1. Using lead views9.3.2. Creating custom lead views9.3.3. Accepting leads from a queue9.4. Following Up on Leads9.4.1. Finding and merging duplicate lead records9.4.2. Tracking leads with related lists9.4.3. Updating lead fields9.4.4. Converting qualified leads9.5. Maintaining Your Lead Database9.5.1. Making use of lead queues9.5.2. Creating assignment rules for automatic routing9.5.3. Transferring leads9.5.4. Changing the status of multiple records9.5.5. Mass-deleting lead records9.6. Building Your Lead Database with Jigsaw for Salesforce
10. Tracking Opportunities
10.1. Getting Familiar with the Opportunity Record10.2. Entering Opportunities10.2.1. Adding new opportunities10.2.2. Cloning an opportunity10.3. Modifying Opportunity Records10.3.1. Updating opportunity fields10.3.2. Rolling up opportunity data onto the account record10.3.3. Reassigning opportunity ownership10.4. Organizing Your Opportunities10.4.1. Using opportunity views10.4.2. Creating custom opportunity views10.4.3. Defining contact roles10.5. Following Opportunities with Chatter
11. Tracking Products, Price Books, and Quotes
11.1. Discovering Products and Price Books11.1.1. Defining standard product fields11.1.2. Understanding the different types of pricing11.2. Using Products and Price Books11.2.1. Adding products to opportunities11.2.2. Updating product details for an opportunity11.2.3. Adding and updating schedules on opportunities11.2.4. Searching for products11.2.5. Creating custom views for products and price lists11.3. Building the Product Catalog11.3.1. Planning products for success11.3.2. Adding products to the product catalog11.3.3. Changing product details in the product catalog11.4. Setting Up Schedules11.4.1. Enabling schedules for your company11.4.2. Adding and updating a default schedule11.5. Managing Price Books11.5.1. Adding to the standard price book11.5.1.1. Adding standard prices while creating products11.5.1.2. Adding or editing standard prices for existing products11.5.2. Creating a custom price book11.5.3. Adding products to a custom price book11.5.4. Making global changes to price books11.5.4.1. Changing activation on price books11.5.4.2. Cloning price books11.5.4.3. Deleting price books11.6. Generating Quotes11.6.1. Activating quotes11.6.2. Customizing quotes11.6.3. Preparing quotes for customers11.6.4. Revising quotes11.6.5. Sending quotes
12. Managing Your Partners
12.1. Understanding the Partner Lifecycle12.1.1. Understanding a day in the life of a channel manager12.1.2. Understanding a day in the life of a partner12.2. Managing Your Channel with Salesforce Partners12.2.1. Creating partner accounts and contacts12.2.2. Assigning leads to partners12.2.3. Reducing channel conflict with deal registration12.3. Understanding Your Partner Portal Home Page12.3.1. Verifying your account information12.3.2. Contacting your channel manager12.3.3. Creating new records12.3.4. Browsing the Lead Inbox12.4. Setting Up Salesforce Partners for Your Channel Team12.4.1. Granting partners access to Salesforce Partners
IV. Optimizing Marketing with Sales Cloud
13. Driving Demand with Campaigns
13.1. Understanding Campaigns13.1.1. Creating a new campaign13.1.2. Modifying the member status13.2. Building Target Lists13.2.1. Using rented lists13.2.2. Importing new campaign members13.2.3. Targeting existing members with the Integrated Campaign Builder13.2.3.1. Adding members from a campaign record13.2.3.2. Adding members from a custom report13.2.3.3. Adding members from a view13.3. Executing Campaigns13.3.1. Delivering an online campaign13.3.2. Executing an offline campaign13.4. Tracking Responses13.4.1. Using Web-to-Lead forms13.4.1.1. Enabling Web-to-Lead13.4.1.2. Generating HTML13.4.1.3. Viewing and testing the form13.4.2. Manually updating member statuses13.4.2.1. Adding a member to a campaign13.4.2.2. Updating the status of a current member13.4.3. Mass-updating campaign statuses13.4.3.1. Mass updating all member statuses in a campaign13.4.3.2. Mass updating all member statuses in a report
14. Building Your Internet Marketing Channel
14.1. Understanding Internet Marketing14.2. Introducing Salesforce for Google AdWords14.2.1. Signing up for a Google AdWords account14.2.2. Linking your Google AdWords account14.3. Integrating Lead Tracking with Google AdWords14.3.1. Creating a Web-to-Lead form14.3.2. Adding the tracking code to your Web pages14.3.3. Confirming your Web site setup14.4. Viewing Tracked Leads14.4.1. Reviewing the lead source detail14.4.2. Working your leads14.4.3. Analyzing results with analytics
15. Driving Sales Effectiveness with Document Management
15.1. Understanding Salesforce Content15.2. Creating Workspaces15.3. Adding Content15.4. Editing Content15.5. Finding Content15.6. Getting Content Feedback with Chatter
V. Delighting Customers with Service Cloud
16. Performing Fast and Accurate Support
16.1. Walking through a Day in the Life of a Service Agent16.2. Understanding the Case Record16.3. Creating a Case16.3.1. Validating the contact16.3.2. Entering new cases16.4. Managing Cases16.4.1. Updating case fields16.4.2. Reassigning case ownership16.4.3. Getting a clue on views and queues16.4.4. Creating custom case views16.5. Sharing Knowledge with Salesforce Knowledge16.6. Researching and Resolving Cases16.6.1. Understanding solutions16.6.2. Finding solutions16.6.3. Attaching solutions to a case16.7. Communicating the Outcome16.7.1. Responding with standard e-mail templates16.7.2. Closing a case
17. Managing Your Service Cloud 2 Solution
17.1. Preparing Your Salesforce Service Cloud Strategy17.2. Automating Case Management17.2.1. Adding case queues17.2.2. Using assignment rules for routing17.2.3. Automating case escalation17.3. Capturing and Associating Cases Efficiently17.4. Harvesting Knowledge17.4.1. Understanding Salesforce Knowledge17.4.2. Articulating articles17.4.3. Creating articles17.4.4. Publishing articles17.5. Helping Customers Help Themselves17.5.1. Launching a Customer Portal17.5.2. Managing Customer Portal users17.5.3. Customizing your Customer Portal17.5.4. Sharing Knowledge articles with the public17.6. Improving Agent Productivity17.6.1. Using the Console17.6.2. Setting up the Console17.6.3. Providing customer service from anywhere17.6.4. Using a call center
VI. Measuring Overall Business Performance
18. Analyzing Data with Reports
18.1. Discovering Reports18.1.1. Navigating the Reports home page18.1.2. Displaying a report18.2. Developing Reports18.2.1. Building a new report with Report Builder18.2.2. Building a report from scratch18.2.3. Customizing existing reports18.2.4. Building custom summary formulas18.2.5. Adding conditional highlighting18.3. Filtering on a Report18.3.1. Using the Report Options section18.3.2. Hiding and showing details18.3.3. Filtering with the drill-down menu18.3.4. Clearing filters18.4. Exporting Reports to Excel18.5. Organizing Your Reports18.5.1. Creating new folders18.5.2. Maintaining your report library
19. Seeing the Big Picture with Dashboards
19.1. Figuring Out Dashboards19.1.1. Breaking down basic elements19.1.2. Planning useful dashboards19.2. Building Dashboards19.2.1. Generating a sample dashboard and report19.2.2. Cloning a dashboard19.2.3. Developing a dashboard from scratch19.3. Updating Dashboards19.3.1. Editing dashboard properties19.3.2. Editing a component19.3.3. Modifying the layout19.3.4. Refreshing the dashboard19.4. Organizing Your Dashboards19.4.1. Viewing dashboard lists19.4.2. Building dashboard folders
VII. Designing the Solution with Force.com
20. Fine-Tuning the Configuration
20.1. Figuring Out Configuration20.1.1. Breaking down basic elements20.1.2. Planning configuration to achieve success20.2. Verifying Your Company Profile20.3. Defining the Role Hierarchy20.4. Defining Your Sharing Model20.4.1. Setting organization-wide defaults20.4.2. Creating groups20.4.3. Granting greater access with sharing rules20.5. Setting Up Profiles20.5.1. Reviewing the standard profiles20.5.2. Creating custom profiles20.6. Adding Users to Salesforce20.7. Using Other Security Controls20.7.1. Setting field-level security20.7.2. Delegating administration20.8. Customizing the Look and Feel20.8.1. Enabling the latest user interface20.8.2. Drag and drop, hovers, and other tweaks
21. Customizing Salesforce with Force.com
21.1. Discovering Customization21.1.1. Breaking down basic elements21.1.2. Customizing for relevance21.2. Building and Editing Fields21.2.1. Adding fields21.2.2. Viewing and updating fields21.2.3. Replicating your key standard processes21.2.4. Understanding custom formula fields21.3. Using Custom Buttons and Links21.4. Customizing Page and Search Layouts21.4.1. Modifying a page layout21.4.2. Assigning layouts to profiles21.4.3. Changing search layouts21.5. Managing Multiple Business Processes21.6. Managing Record Types21.7. Creating Dependent Picklists21.8. Managing Workflow & Approvals21.8.1. Creating workflow rules21.8.2. Assigning workflow tasks21.8.3. Using workflow e-mail alerts
22. Extending Salesforce beyond CRM with Custom Cloud
22.1. Understanding the Force.com Platform22.2. Preparing Your Custom Cloud 2 Strategy22.3. Creating Custom Apps with Custom Cloud 222.3.1. Setting up a custom app22.3.2. Building your custom objects22.3.3. Modifying custom objects22.3.4. Building relationships22.3.5. Creating custom tabs22.3.5.1. Adding a tab to a custom object22.3.5.2. Building a Web tab22.4. Sharing Apps on AppExchange22.4.1. Browsing AppExchange22.4.2. Installing Custom Cloud 2 apps
23. Migrating and Maintaining Your Data
23.1. Understanding Your Options for Data Migration23.1.1. Using import wizards23.1.2. Investigating the Data Loader23.2. Migrating Your Legacy Data23.2.1. Determining your data sources23.2.2. Preparing your data23.2.3. Testing the import23.2.4. Analyzing the test data results23.2.5. Migrating your final data23.2.6. Validating and augmenting your data23.3. Managing Your Salesforce Database23.3.1. Backing up your data23.3.2. Mass-transferring records23.3.3. Mass-deleting records23.4. Getting Help with Complex Data Tasks
VIII. The Part of Tens
24. Ten Ways to Drive More Productivity
24.1. Finding the Top Five Resources24.2. Revisiting Five Great Productivity Tools
25. Ten Keys to a Successful Implementation
25.1. Identifying Your Executive Sponsor25.2. Building Your Project Team25.3. Evaluating Your Processes25.4. Gathering Requirements25.5. Defining Your Scope and Prioritizing Initiatives25.6. Modeling Salesforce to Your Business25.7. Customizing for User Relevance25.8. Importing Clean Data25.9. Building a Comprehensive Training Plan25.10. Connecting with Peers

Overview

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!

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