Salesforce.com For Dummies®

Chapter 8. Sending E‐Mail

In This Chapter

• Understanding e‐mail fields

• Setting e‐mail options

• Building e‐mail templates

• Sending an e‐mail

• Delivering mass e‐mails

• Tracking e‐mails

• Integrating with Outlook or Lotus Notes e‐mail

E‐mail is a fundamental method for communicating with customers, prospects, and friends. By using e‐mail correctly you can manage more sales territory and be responsive to customers. However, by sending e‐mail inappropriately you can leave a bad impression or lose a client.

If e‐mail is an indispensable part of your business, you and other users can send e‐mail from Salesforce and track the communication history from relevant records like accounts, contacts, opportunities, and cases. This capability is helpful if you inherit a major customer account; you could potentially view all the e‐mail interactions from a single account record.

Sending an e‐mail is a cinch, and if that were all this chapter covered, we would have summarized it in just one section. But Salesforce provides additional e‐mail tools to help you better sell, service, and wow your customers. In this chapter, we show you all the tricks and best practices for sending a basic e‐mail, mass e‐mailing, using templates, and tracking responses. Then for Microsoft Outlook and Lotus Notes users, we show you how you can work in your current e‐mail program but still track those messages instantly in Salesforce.

Understanding E‐Mail Fields in Salesforce

An e‐mail in Salesforce is an activity record comprising fields ...