Salesforce for Dummies.

Format:

Book

Author/Creator:

Kao, Liz.

Contributor:

Paz, Jon.

Series:

--For dummies.

For dummies

Language:

English

Subjects (All):

Salesforce (Online service).

Customer relations--Management.

Customer relations.

Physical Description:

1 online resource (419 pages)

Edition:

8th ed.

Place of Publication:

Newark : John Wiley & Sons, Incorporated, 2024.

Summary:

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.

Contents:

Intro

Title Page

Copyright Page

Table of Contents

Introduction

About This Book

Foolish Assumptions

Icons Used in This Book

Beyond the Book

Where to Go from Here

Part 1 Introducing Salesforce

Chapter 1 Customer Relationship Management at a Glance

Introducing the Customer Relationship Management Life Cycle

Understanding your customer's customer

Centralizing customer information under one roof

Looking to CRM to Solve Critical Business Challenges

Expanding the funnel

Consolidating your pipeline

Collaborating effectively with your colleagues

Working as a team

Beating the competition

Improving the customer experience

Measuring the business

Selecting Salesforce as Your CRM System

Chapter 2 Discovering Salesforce Products

Using Sales Cloud to Win More Deals

Making sales groups more effective

Improving sales productivity

Generating Better Leads with Marketing Cloud

Managing email campaigns with Marketing Cloud

Improving marketing automation

Identifying qualified leads with Pardot

Providing Excellent Customer Service with Service Cloud

Managing customer interactions with cases

Interacting with the customer across multiple channels

Deciding Which Salesforce Edition Is Best for You

Part 2 Understanding Salesforce Features

Chapter 3 Navigating Salesforce

Getting Familiar with Basic Salesforce Terms

Accessing Salesforce

Setting up a password

Logging in

Reviewing the Lightning Experience

Navigating the home page

Finding records with Search

Defining apps

Uncovering the App Launcher

Managing your calendar

Tracking your tasks

Navigating the Tabs

Accessing shortcuts from the navigation bar drop-down menus

Creating new records

Getting to recent records

Revisiting recent lists

Discovering a tab home page.

Reviewing tab-specific buttons

Using the View drop-down list

Building a custom list view

Navigating a Record in the Lightning Experience

Chapter 4 Personalizing Salesforce

Completing Your Profile Page

Using the Settings Menu

Modifying Your Personal Information

Updating your user information

Customizing pages

Granting login access

Setting Up Salesforce for Your Mobile Device

Downloading and installing Salesforce on your mobile device

Configuring the Salesforce mobile app for your needs

Navigating in the Salesforce mobile app

Importing Your Contacts

Working with Salesforce Remotely

Chapter 5 Working in Salesforce

Managing Records

Creating records

Resurrecting records from the Recycle Bin

Detailing the Record

Using links and buttons on the record page

Modifying records with inline editing

Capitalizing on related lists

Looking things up with lookup hovers

Reviewing Activities

Creating Activities

Creating an Event

Creating a Task

Logging a call

Organizing and Viewing Activities

Updating Activities

Assigning activities

Completing a Task

Understanding Email Fields in Salesforce

Setting Up Your Email

Personalizing your email settings

Building personal email templates

Sending Email from Salesforce

Getting Help and Set Up

Part 3 Closing More Deals with Sales Cloud

Chapter 6 Tracking Leads

Introducing the Lead Record

Setting Up Your Leads

Adding new Leads

Cloning an existing Lead

Importing your Leads

Accepting Leads from a Queue

Following Up on Leads

Qualifying Leads

Tracking Leads

Converting qualified Leads

Maintaining Your Lead Database

Making use of Lead queues

Finding and merging duplicate Lead records

Creating assignment rules for automatic routing

Transferring Leads.

Changing the status of multiple records

Mass-deleting Lead records

Chapter 7 Using Accounts

Getting Familiar with the Account Record

Getting accustomed to standard Account fields

Building parent/child relationships

Performing Actions with Account Related Lists

Displaying an Account's Opportunities

Viewing Cases

Tracking your Account teams

Maintaining Your Account Database

Increasing Account accuracy with Lightning Data

Deleting Account records

Chapter 8 Developing Contacts

Understanding the Contact Record

Customizing Contact Information

Entering and Updating Your Contacts

Entering new Contacts

Importing your Contacts and Accounts

Updating Contact fields

Cloning existing Contacts

Organizing Your Contacts

Using Contact list views

Creating custom Contact views

Developing Organizational Charts

Chapter 9 Tracking Opportunities

Getting Familiar with the Opportunity Record

Entering Opportunities

Modifying Opportunity Records

Updating Opportunity fields

Rolling up Opportunity data onto the Account record

Tracking your deals on the Opportunity kanban board

Defining Contact Roles

Using Opportunity Teams

Associating an Opportunity Team to your Opportunity

Following Opportunities with Chatter

Chapter 10 Tracking Products and Price Books

Discovering Products and Price Books

Defining standard Product fields

Understanding the different types of pricing

Using Products and Price Books

Adding Products to Opportunities

Adding and updating schedules on Opportunities

Searching for Products

Building the Product Catalog

Planning products for success

Adding Products to the Product catalog

Changing Product details in the Product catalog

Setting Up Schedules

Enabling schedules for your company.

Adding and updating a default schedule

Managing Price Books

Adding to the Standard Price Book

Creating a custom Price Book

Adding Products to a custom Price Book

Making global changes to Price Books

Changing activation on Price Books

Cloning Price Books

Deleting Price Books

Part 4 Providing Support with Service Cloud

Chapter 11 Tracking the Support Life Cycle with Cases

Walking through a Day in the Life of a Service Agent

Understanding the Case Record

Creating a Case

Validating the Contact

Entering new Cases

Managing Cases

Communicating the Outcome

Emailing customers from a Case

Closing a Case

Chapter 12 Diversifying Your Support Channels

Preparing Your Salesforce Service Cloud Strategy

Planning the implementation

Identifying your support channels

Delighting Customers with Multichannel Support

Web-to-Case

Preparing for Web-to-Case

Enabling Web-to-Case

Email-to-Case

Computer Telephony Integration (CTI)

Salesforce Chat

Enabling Chat

Adding Chat users

Granting Chat users the right permissions

Adding skills

Part 5 Empowering Marketing to Generate Measurable Demand

Chapter 13 Creating Marketing Campaigns to Drive Demand

Understanding Campaigns

Creating a new Campaign

Modifying the Campaign member status

Building Target Lists

Using external lists

Importing new Campaign members

Targeting existing members

Adding Campaign members from a Campaign record

Adding Campaign members from a list view

Adding Campaign members from a custom report

Executing Campaigns

Delivering an online Campaign

Executing an offline Campaign

Tracking Responses

Using Web-to-Lead forms

Enabling Web-to-Lead

Generating HTML

Viewing and testing the form

Mass-updating Campaign member statuses.

Chapter 14 Driving Sales Effectiveness with Salesforce Files and Content

Understanding Content in Salesforce

Learning about Files

Using Files

Creating Libraries

Adding Files

Using Files with Chatter

Using documents

Part 6 Mastering Basic Salesforce Administration

Chapter 15 Performing Common Configurations

Discovering the Power of Customization

Breaking down basic elements

Customizing for relevance

Building and Editing Fields

Adding fields

Viewing and updating custom fields

Replicating your key standard processes

Understanding custom formula fields

Customizing List Views

Working with Records

Reassigning record ownership

Cloning records

Updating records

Using related lists

Creating Dependent Picklists

Customizing Page, Search, and Compact Layouts

Modifying a page layout

Assigning layouts to profiles

Changing search layouts

Managing compact layouts

Using the Lightning App Builder to Build Lightning Experience Page Layouts

Using Record Types

Chapter 16 Automating Processes with Flows

Going with the Flow

Evolving beyond Workflow Rules and Process Builder

Mapping out your business processes

Introducing Salesforce Flow

Understanding Salesforce Flow terms and concepts

Navigating to your Flows

Creating Flows with Flow Builder

Reviewing tools of the Flow Builder

Starting with Elements

Differentiating with Resources

Creating a Variable

Building a Formula

Designing a Text Template

Connecting with Connectors

Building Your First Flow

Configuring a basic Flow

Adding an Element

Chapter 17 Migrating Existing Automation to Flow

Welcoming Flow and Saying Goodbye to Old Friends

Understanding the benefits of Flow to Workflow Rules

Understanding the benefits of Flow to Process Builder.

Converting Existing Automations to Flows.

Notes:

Includes index.

Description based on publisher supplied metadata and other sources.

ISBN:

1-394-23168-7

OCLC:

1430224877