Introduction 1
About This Book 1
Foolish Assumptions 2
Icons Used in This Book 3
Beyond the Book 3
Where to Go from Here 4
Part 1: Introducing Salesforce 5
Chapter 1: Customer Relationship Management at a Glance 7
Introducing the Customer Relationship Management life cycle 8
Understanding your customer's customer 8
Centralizing customer information under one roof 8
Looking to Customer Relationship Management to Solve Critical Business Challenges 9
Expanding the funnel 9
Consolidating your pipeline 9
Collaborating effectively with your colleagues 9
Working as a team 10
Extending your sales force with partners 10
Beating the competition 10
Improving the customer experience 10
Measuring the business 11
Selecting Salesforce as Your Customer Relationship Management System 11
Chapter 2: Discovering Salesforcecom's Products 13
Using Sales Cloud to Win More Deals 14
Making sales groups more effective 14
Improving sales productivity 15
Generating Better Leads with Marketing Cloud 15
Managing email campaigns with Marketing Cloud 16
Improving marketing automation 16
Identifying qualified leads with Pardot 17
Providing Excellent Customer Service with Service Cloud 17
Managing customer interactions with cases 18
Interacting with the customer across multiple channels 18
Deciding Which Salesforce Edition Is Best for You 19
Part 2: Understanding Salesforce Features 21
Chapter 3: Navigating Salesforce 23
Getting Familiar with Basic Salesforce Terms 24
Accessing Salesforce 25
Setting up a password 25
Logging in 26
Explaining the Lightning Experience 27
Navigating the Lightning Home Page 27
Finding records with Search 30
Defining Apps 31
Uncovering the App Launcher 31
Managing your calendar 31
Tracking your tasks 32
Navigating the tabs 33
Accessing shorcuts from the navigation bar drop-down menus 34
Discovering a tab home page 35
Navigating a record in the Lightning Experience 38
Chapter 4: Personalizing Salesforce 41
Completing Your Profile Page 42
Using the Settings Menu 44
Modifying Your Personal Information 45
Updating your user information 46
Customizing pages 46
Granting login access 47
Setting Up Salesforce for Your Mobile Device 48
Downloading and installing Salesforce on your mobile device 48
Configuring the Salesforce mobile app for your needs 49
Navigating in the Salesforce mobile app 51
Importing Your Contacts 53
Working with Salesforce Remotely 53
Chapter 5: Working in Salesforce 55
Managing Records 55
Creating records 56
Resurrecting records from the Recycle Bin 56
Detailing the Record 57
Using links and buttons on the record page 58
Modifying records with inline editing 59
Capitalizing on related lists 60
Looking things up with lookup hovers 60
Reviewing Activities 61
Creating Activities 62
Creating an Event 62
Creating a Task 65
Logging a call 67
Organizing and Viewing Activities 68
Updating Activities 69
Assigning activities 70
Completing a Task 71
Understanding Email Fields in Salesforce 71
Setting Up Your Email 72
Personalizing your email settings 72
Building personal email templates 73
Sending Email from Salesforce 74
Getting Help and Set Up 75
Chapter 6: Collaborating in the Cloud 77
Preparing to Use Chatter 78
Understanding Key Chatter Terms 80
Turning On Chatter 81
Locating Chatter 83
Profiling Yourself 84
Keeping Everyone Informed with Posts 85
Posting a status 85
Commenting on posts 86
Choosing What to Follow 87
Configuring your Chatter feeds 87
Following people 87
Your secret is safe 89
Following feeds 89
Creating a Stream 91
Being Part of a Group 92
Understanding Salesforce Chatter groups 92
Joining a group 92
Creating a new group 93
Managing Chatter Notifications 94
Using Chatter Effectively 95
Part 3: Closing More Deals with Sales Cloud 97
Chapter 7: Tracking Leads 99
Introducing the Lead Record 100
Setting Up Your Leads 102
Adding new Leads 102
Cloning an existing Lead 103
Importing your Leads 104
Accepting Leads from a Queue 109
Following Up on Leads 109
Qualifying Leads 109
Tracking Leads 110
Converting qualified Leads 111
Maintaining Your Lead Database 113
Making use of Lead queues 113
Finding and merging duplicate Lead records 114
Creating assignment rules for automatic routing 116
Transferring Leads 118
Changing the status of multiple records 119
Mass-deleting Lead records 119
Chapter 8: Using Accounts 121
Getting Familiar with the Account Record 122
Understanding standard Account fields 122
Building parent/child relationships 123
Performing Actions with Account Related Lists 125
Displaying an Account's Opportunities 125
Viewing Cases 125
Tracking your Account teams 126
Maintaining Your Account Database 128
Increasing Account accuracy with Lightning Data 128
Deleting Account records 128
Chapter 9: Developing Contacts 129
Understanding the Contact Record 130
Customizing Contact Information 130
Entering and Updating Your Contacts 131
Entering new Contacts 132
Importing your Contacts and Accounts 132
Researching your Contacts in the news 136
Updating Contact fields 137
Cloning an existing Contact 137
Organizing Your Contacts 138
Using Contact list views 138
Creating custom Contact views 139
Developing Organizational Charts 139
Chapter 10: Tracking Opportunities 141
Getting Familiar with the Opportunity Record 142
Entering Opportunities 143
Modifying Opportunity Records 145
Updating Opportunity fields 145
Rolling up Opportunity data onto the Account record 146
Tracking your deals on the Opportunity kanban board 147
Visualizing your deal using Sales Path 149
Defining Contact Roles 149
Using Opportunity teams 151
Associating an Opportunity Team to your Opportunity 152
Following Opportunities with Chatter 153
Chapter 11: Tracking Products and Price Books 155
Discovering Products and Price Books 156
Defining standard Product fields 157
Understanding the different types of pricing 158
Using Products and Price Books 158
Adding Products to Opportunities 158
Adding and updating schedules on Opportunities 160
Searching for Products 162
Building the Product Catalog 162
Planning products for success 162
Adding Products to the Product catalog 163
Changing Product details in the Product catalog 163
Setting Up Schedules 164
Enabling schedules for your company 164
Adding and updating a default schedule 165
Managing Price Books 166
Adding to the Standard Price Book 166
Creating a custom Price Book 167
Adding Products to a custom Price Book 168
Making global changes to Price Books 168
Chapter 12: Managing Your Partners 171
Understanding the Partner Life Cycle 172
Understanding a day in the life of a channel manager 173
Understanding a day in the life of a partner 177
Preparing for Your Salesforce PRM Implementation 179
Part 4: Providing Support with Service Cloud 181
Chapter 13: Tracking the Support Life Cycle with Cases 183
Walking through a Day in the Life of a Service Agent 184
Understanding the Case Record 184
Creating a Case 186
Validating the Contact 186
Entering new Cases 187
Managing Cases 189
Communicating the Outcome 190
Emailing customers from a Case 190
Closing a Case 190
Chapter 14: Diversifying Your Support Channels 193
Preparing Your Salesforce Service Cloud Strategy 194
Planning the implementation 194
Identifying your support channels 195
Delighting Customers with Multi-Channel Support 195
Web-to-Case 196
Email-to-Case 198
Computer telephony integration (CTI) 198
Salesforce Chat 198
Part 5: Empowering Marketing to Generate Measurable Demand 203
Chapter 15: Creating Marketing Campaigns to Drive Demand 205
Understanding Campaigns 206
Creating a new Campaign 208
Modifying the Campaign member status 209
Building Target Lists 210
Using external lists 210
Importing new Campaign members 210
Targeting existing members 212
Executing Campaigns 214
Delivering an online Campaign 214
Executing an offline Campaign 214
Tracking Responses 215
Using Web-to-Lead forms 215
Mass-updating Campaign member statuses 218
Chapter 16: Driving Sales Effectiveness with Salesforce Files and Content 219
Understanding Content in Salesforce 220
Learning about Files 221
Using Files 221
Creating Libraries 222
Adding Files 223
Using Files with Chatter 225
Using documents 226
Part 6: Mastering Basic Salesforce Administration 227
Chapter 17: Performing Common Configurations 229
Discovering the Power of Customization 230
Breaking down basic elements 232
Customizing for relevance 234
Building and Editing Fields 235
Adding fields 235
Viewing and updating custom fields 237
Replicating your key standard processes 238
Understanding custom formula fields 238
Customizing List Views 240
Working with Records 241
Reassigning record ownership 241
Cloning records 242
Updating records 243
Using related lists 243
Creating Dependent Picklists 244
Customizing Page, Search, and Compact Layouts 245
Modifying a page layout 246
Assigning layouts to profiles 247
Changing search layouts 248
Managing compact layouts 249
Using the Lightning App Builder to Build Lightning Experience Page Layouts 249
Using Record Types 250
Managing Workflow and Approvals 253
Creating workflow rules 253
Managing workflow actions 254
Understanding the Process Builder 256
Choosing to use the Process Builder 256
Creating processes 257
Adding process criteria 257
Adding process actions 258
Activating and deactivating processes 258
Creating Actions 258
Chapter 18: Diving Deeper into Standard Object Setup 261
Configuring Sales-Specific Settings 262
Using Account Settings 262
Identifying Contact Roles on Opportunities 264
Tracking different sales processes 265
Managing Marketing-Related Settings 267
Assigning Leads 267
Choosing a default Lead owner 267
Confirming Lead conversion settings 268
Capturing Campaign influence 269
Setting Customizations for Your Service Organizations 271
Understanding Support Settings for your Cases 271
Defining escalation rules 272
Chapter 19: Building Custom Apps 275
Understanding Elements of the Lightning Platform 276
Preparing Your Custom App Strategy 278
Creating Custom Objects 279
Building your custom objects 279
Modifying custom objects 281
Building relationships 282
Creating Custom Apps 285
Setting up a custom app 285
Creating custom tabs 286
Understanding the AppExchange 287
Chapter 20: Accessing the Right Data with User Permissions 291
Understanding User Administration 292
Creating a new user 292
Activating and deactivating users 293
Freezing users 293
Establishing Data Access Concepts 294
Defining Your Sharing Model 296
Setting organization-wide defaults 296
Granting greater access with sharing rules 298
Setting Up Profiles 299
Reviewing the standard profiles 300
Creating custom profiles 301
Defining the Role Hierarchy 304
Using Other Security Controls 306
Setting field-level security 306
Delegating administration 308
Chapter 21: Managing Data 311
Understanding Your Options for Data Migration 312
Using the Data Import wizard 312
Investigating the Data Loader 313
Migrating Your Legacy Data 314
Determining your data sources 314
Preparing your data 315
Testing the import 316
Analyzing the test data results 317
Migrating your final data 317
Validating and augmenting your data 318
Managing Your Salesforce Database 318
Backing up your data 319
Mass-transferring records 320
Mass-deleting records 321
Finding and merging duplicates 323
Getting Help with Complex Data Tasks 324
Part 7: Measuring Overall Business Performance 325
Chapter 22: Analyzing Data with Reports 327
Discovering Reports 328
Navigating the Reports home page 328
Displaying a report 330
Creating Your Own Reports 331
Building a report from scratch 331
Customizing existing reports 333
Filtering Reports Efficiently 335
Hiding and showing report results 335
Sorting and summarizing report results 336
Changing or clearing filters 338
Exporting Reports to Excel 338
Organizing Reports 339
Creating new folders 339
Determining folder access 340
Maintaining your report library 340
Mastering Reports 341
Building custom summary formulas 341
Understanding additional reporting options 344
Chapter 23: Seeing the Big Picture with Dashboards 345
Figuring Out Dashboards 346
Breaking down basic elements 346
Planning useful dashboards 348
Building Dashboards 349
Installing sample dashboards and reports 349
Copying a dashboard 350
Developing a dashboard from scratch 351
Modifying dashboard properties 353
Customizing components 353
Changing the layout 356
Setting a dashboard refresh schedule 356
Organizing Your Dashboards 357
Viewing dashboard lists 357
Building dashboard folders 358
Part 8: The Part of Tens 359
Chapter 24: Ten Ways to Drive More Productivity 361
Salesforce Trailhead 362
Dreamforce Conference 362
Salesforce Trailblazer Community 362
Salesforce com Local User Groups 362
Salesforce Trailhead Academy 363
Salesforce Colored Favicons 363
Field Trip 363
ORGanizer 364
Perm Comparator 364
Gmail Sidebar in Salesforce 364
Chapter 25: Ten Keys to a Successful Migration to Lightning 365
Understanding Why the Transition Needs to Happen Now 366
Identifying Your Executive Sponsor 367
Building Your Project Team 368
Evaluating Your Current Customizations 368
Planning Your Change Management Strategy 369
Defining Your Scope and Prioritizing Initiatives 370
Confirming the Lightning Experience for Your Business 371
Customizing for User Relevance 371
Building a Comprehensive Training Plan 372
Connecting with Peers 373
Index 375
