Details

Salesforce For Dummies


Salesforce For Dummies


7. Aufl.

von: Liz Kao, Jon Paz

22,99 €

Verlag: Wiley
Format: EPUB
Veröffentl.: 07.11.2019
ISBN/EAN: 9781119576310
Sprache: englisch
Anzahl Seiten: 416

DRM-geschütztes eBook, Sie benötigen z.B. Adobe Digital Editions und eine Adobe ID zum Lesen.

Beschreibungen

<p><b>Get up to lightning speed with this fully updated, bestselling guide to using Salesforce.com!</b></p> <p><i>Salesforce.com For Dummies, 7th Edition</i> gives you an edge in building relationships and managing your company's sales, marketing, customer service, and support operations. You’ll learn how to maximize the new user interface to organize contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projects based on past performance, and more. </p> <p>Written by Salesforce.com insiders with years of expertise in CRM services, this new edition covers the latest enhancements to Salesforce.com, the world's most popular customer relationship management software. You’ll find out how to determine the right configuration to suit your business needs, and how to use apps, widgets, and tools to personalize your system. Then, you’ll explore prospecting leads, managing accounts and partners, developing contacts, tracking products, calculating forecasts, and utilizing service and support.</p> <ul> <li>Customize the new user interface with apps, widgets, and tools</li> <li>Prospect leads, drive sales, and provide outstanding customer service</li> <li>Manage contacts, identify opportunities, and analyze your results</li> <li>Collaborate with colleagues using Chatter</li> </ul> <p>More than 150,000 companies worldwide use Salesforce.com as their CRM solution—if you’re a new or existing user looking to maximize the potential of the new UI, this book has everything you need.</p>
<p>Introduction 1</p> <p>About This Book 1</p> <p>Foolish Assumptions 2</p> <p>Icons Used in This Book 3</p> <p>Beyond the Book 3</p> <p>Where to Go from Here 4</p> <p><b>Part 1: Introducing Salesforce 5</b></p> <p><b>Chapter 1: Customer Relationship Management at a Glance 7</b></p> <p>Introducing the Customer Relationship Management life cycle 8</p> <p>Understanding your customer’s customer 8</p> <p>Centralizing customer information under one roof 8</p> <p>Looking to Customer Relationship Management to  Solve Critical Business Challenges 9</p> <p>Expanding the funnel 9</p> <p>Consolidating your pipeline 9</p> <p>Collaborating effectively with your colleagues 9</p> <p>Working as a team 10</p> <p>Extending your sales force with partners 10</p> <p>Beating the competition 10</p> <p>Improving the customer experience 10</p> <p>Measuring the business 11</p> <p>Selecting Salesforce as Your Customer Relationship Management System 11</p> <p><b>Chapter 2: Discovering Salesforcecom’s Products 13</b></p> <p>Using Sales Cloud to Win More Deals 14</p> <p>Making sales groups more effective 14</p> <p>Improving sales productivity 15</p> <p>Generating Better Leads with Marketing Cloud 15</p> <p>Managing email campaigns with Marketing Cloud 16</p> <p>Improving marketing automation 16</p> <p>Identifying qualified leads with Pardot 17</p> <p>Providing Excellent Customer Service with Service Cloud 17</p> <p>Managing customer interactions with cases 18</p> <p>Interacting with the customer across multiple channels 18</p> <p>Deciding Which Salesforce Edition Is Best for You 19</p> <p><b>Part 2: Understanding Salesforce Features 21</b></p> <p><b>Chapter 3: Navigating Salesforce 23</b></p> <p>Getting Familiar with Basic Salesforce Terms 24</p> <p>Accessing Salesforce 25</p> <p>Setting up a password 25</p> <p>Logging in 26</p> <p>Explaining the Lightning Experience 27</p> <p>Navigating the Lightning Home Page 27</p> <p>Finding records with Search 30</p> <p>Defining Apps 31</p> <p>Uncovering the App Launcher 31</p> <p>Managing your calendar 31</p> <p>Tracking your tasks 32</p> <p>Navigating the tabs 33</p> <p>Accessing shorcuts from the navigation bar drop-down menus 34</p> <p>Discovering a tab home page 35</p> <p>Navigating a record in the Lightning Experience 38</p> <p><b>Chapter 4: Personalizing Salesforce 41</b></p> <p>Completing Your Profile Page 42</p> <p>Using the Settings Menu 44</p> <p>Modifying Your Personal Information 45</p> <p>Updating your user information 46</p> <p>Customizing pages 46</p> <p>Granting login access 47</p> <p>Setting Up Salesforce for Your Mobile Device 48</p> <p>Downloading and installing Salesforce on your mobile device 48</p> <p>Configuring the Salesforce mobile app for your needs 49</p> <p>Navigating in the Salesforce mobile app 51</p> <p>Importing Your Contacts 53</p> <p>Working with Salesforce Remotely 53</p> <p><b>Chapter 5: Working in Salesforce 55</b></p> <p>Managing Records 55</p> <p>Creating records 56</p> <p>Resurrecting records from the Recycle Bin 56</p> <p>Detailing the Record 57</p> <p>Using links and buttons on the record page 58</p> <p>Modifying records with inline editing 59</p> <p>Capitalizing on related lists 60</p> <p>Looking things up with lookup hovers 60</p> <p>Reviewing Activities 61</p> <p>Creating Activities 62</p> <p>Creating an Event 62</p> <p>Creating a Task 65</p> <p>Logging a call 67</p> <p>Organizing and Viewing Activities 68</p> <p>Updating Activities 69</p> <p>Assigning activities 70</p> <p>Completing a Task 71</p> <p>Understanding Email Fields in Salesforce 71</p> <p>Setting Up Your Email 72</p> <p>Personalizing your email settings 72</p> <p>Building personal email templates 73</p> <p>Sending Email from Salesforce 74</p> <p>Getting Help and Set Up 75</p> <p><b>Chapter 6: Collaborating in the Cloud 77</b></p> <p>Preparing to Use Chatter 78</p> <p>Understanding Key Chatter Terms 80</p> <p>Turning On Chatter 81</p> <p>Locating Chatter 83</p> <p>Profiling Yourself 84</p> <p>Keeping Everyone Informed with Posts 85</p> <p>Posting a status 85</p> <p>Commenting on posts 86</p> <p>Choosing What to Follow 87</p> <p>Configuring your Chatter feeds 87</p> <p>Following people 87</p> <p>Your secret is safe 89</p> <p>Following feeds 89</p> <p>Creating a Stream 91</p> <p>Being Part of a Group 92</p> <p>Understanding Salesforce Chatter groups 92</p> <p>Joining a group 92</p> <p>Creating a new group 93</p> <p>Managing Chatter Notifications 94</p> <p>Using Chatter Effectively 95</p> <p><b>Part 3: Closing More Deals with Sales Cloud 97</b></p> <p><b>Chapter 7: Tracking Leads 99</b></p> <p>Introducing the Lead Record 100</p> <p>Setting Up Your Leads 102</p> <p>Adding new Leads 102</p> <p>Cloning an existing Lead 103</p> <p>Importing your Leads 104</p> <p>Accepting Leads from a Queue 109</p> <p>Following Up on Leads 109</p> <p>Qualifying Leads 109</p> <p>Tracking Leads 110</p> <p>Converting qualified Leads 111</p> <p>Maintaining Your Lead Database 113</p> <p>Making use of Lead queues 113</p> <p>Finding and merging duplicate Lead records 114</p> <p>Creating assignment rules for automatic routing 116</p> <p>Transferring Leads 118</p> <p>Changing the status of multiple records 119</p> <p>Mass-deleting Lead records 119</p> <p><b>Chapter 8: Using Accounts 121</b></p> <p>Getting Familiar with the Account Record 122</p> <p>Understanding standard Account fields 122</p> <p>Building parent/child relationships 123</p> <p>Performing Actions with Account Related Lists 125</p> <p>Displaying an Account’s Opportunities 125</p> <p>Viewing Cases 125</p> <p>Tracking your Account teams 126</p> <p>Maintaining Your Account Database 128</p> <p>Increasing Account accuracy with Lightning Data 128</p> <p>Deleting Account records 128</p> <p><b>Chapter 9: Developing Contacts 129</b></p> <p>Understanding the Contact Record 130</p> <p>Customizing Contact Information 130</p> <p>Entering and Updating Your Contacts 131</p> <p>Entering new Contacts 132</p> <p>Importing your Contacts and Accounts 132</p> <p>Researching your Contacts in the news 136</p> <p>Updating Contact fields 137</p> <p>Cloning an existing Contact 137</p> <p>Organizing Your Contacts 138</p> <p>Using Contact list views 138</p> <p>Creating custom Contact views 139</p> <p>Developing Organizational Charts 139</p> <p><b>Chapter 10: Tracking Opportunities 141</b></p> <p>Getting Familiar with the Opportunity Record 142</p> <p>Entering Opportunities 143</p> <p>Modifying Opportunity Records 145</p> <p>Updating Opportunity fields 145</p> <p>Rolling up Opportunity data onto the Account record 146</p> <p>Tracking your deals on the Opportunity kanban board 147</p> <p>Visualizing your deal using Sales Path 149</p> <p>Defining Contact Roles 149</p> <p>Using Opportunity teams 151</p> <p>Associating an Opportunity Team to your Opportunity 152</p> <p>Following Opportunities with Chatter 153</p> <p><b>Chapter 11: Tracking Products and Price Books 155</b></p> <p>Discovering Products and Price Books 156</p> <p>Defining standard Product fields 157</p> <p>Understanding the different types of pricing 158</p> <p>Using Products and Price Books 158</p> <p>Adding Products to Opportunities 158</p> <p>Adding and updating schedules on Opportunities 160</p> <p>Searching for Products 162</p> <p>Building the Product Catalog 162</p> <p>Planning products for success 162</p> <p>Adding Products to the Product catalog 163</p> <p>Changing Product details in the Product catalog 163</p> <p>Setting Up Schedules 164</p> <p>Enabling schedules for your company 164</p> <p>Adding and updating a default schedule 165</p> <p>Managing Price Books 166</p> <p>Adding to the Standard Price Book 166</p> <p>Creating a custom Price Book 167</p> <p>Adding Products to a custom Price Book 168</p> <p>Making global changes to Price Books 168</p> <p><b>Chapter 12: Managing Your Partners 171</b></p> <p>Understanding the Partner Life Cycle 172</p> <p>Understanding a day in the life of a channel manager 173</p> <p>Understanding a day in the life of a partner 177</p> <p>Preparing for Your Salesforce PRM Implementation 179</p> <p><b>Part 4: Providing Support with Service Cloud 181</b></p> <p><b>Chapter 13: Tracking the Support Life Cycle with Cases 183</b></p> <p>Walking through a Day in the Life of a Service Agent 184</p> <p>Understanding the Case Record 184</p> <p>Creating a Case 186</p> <p>Validating the Contact 186</p> <p>Entering new Cases 187</p> <p>Managing Cases 189</p> <p>Communicating the Outcome 190</p> <p>Emailing customers from a Case 190</p> <p>Closing a Case 190</p> <p><b>Chapter 14: Diversifying Your Support Channels 193</b></p> <p>Preparing Your Salesforce Service Cloud Strategy 194</p> <p>Planning the implementation 194</p> <p>Identifying your support channels 195</p> <p>Delighting Customers with Multi-Channel Support 195</p> <p>Web-to-Case 196</p> <p>Email-to-Case 198</p> <p>Computer telephony integration (CTI) 198</p> <p>Salesforce Chat 198</p> <p><b>Part 5: Empowering Marketing to Generate Measurable Demand 203</b></p> <p><b>Chapter 15: Creating Marketing Campaigns to Drive Demand 205</b></p> <p>Understanding Campaigns 206</p> <p>Creating a new Campaign 208</p> <p>Modifying the Campaign member status 209</p> <p>Building Target Lists 210</p> <p>Using external lists 210</p> <p>Importing new Campaign members 210</p> <p>Targeting existing members 212</p> <p>Executing Campaigns 214</p> <p>Delivering an online Campaign 214</p> <p>Executing an offline Campaign 214</p> <p>Tracking Responses 215</p> <p>Using Web-to-Lead forms 215</p> <p>Mass-updating Campaign member statuses 218</p> <p><b>Chapter 16: Driving Sales Effectiveness with Salesforce Files and Content 219</b></p> <p>Understanding Content in Salesforce 220</p> <p>Learning about Files 221</p> <p>Using Files 221</p> <p>Creating Libraries 222</p> <p>Adding Files 223</p> <p>Using Files with Chatter 225</p> <p>Using documents 226</p> <p><b>Part 6: Mastering Basic Salesforce Administration 227</b></p> <p><b>Chapter 17: Performing Common Configurations 229</b></p> <p>Discovering the Power of Customization 230</p> <p>Breaking down basic elements 232</p> <p>Customizing for relevance 234</p> <p>Building and Editing Fields 235</p> <p>Adding fields 235</p> <p>Viewing and updating custom fields 237</p> <p>Replicating your key standard processes 238</p> <p>Understanding custom formula fields 238</p> <p>Customizing List Views 240</p> <p>Working with Records 241</p> <p>Reassigning record ownership 241</p> <p>Cloning records 242</p> <p>Updating records 243</p> <p>Using related lists 243</p> <p>Creating Dependent Picklists 244</p> <p>Customizing Page, Search, and Compact Layouts 245</p> <p>Modifying a page layout 246</p> <p>Assigning layouts to profiles 247</p> <p>Changing search layouts 248</p> <p>Managing compact layouts 249</p> <p>Using the Lightning App Builder to Build Lightning Experience Page Layouts 249</p> <p>Using Record Types 250</p> <p>Managing Workflow and Approvals 253</p> <p>Creating workflow rules 253</p> <p>Managing workflow actions 254</p> <p>Understanding the Process Builder 256</p> <p>Choosing to use the Process Builder 256</p> <p>Creating processes 257</p> <p>Adding process criteria 257</p> <p>Adding process actions 258</p> <p>Activating and deactivating processes 258</p> <p>Creating Actions 258</p> <p><b>Chapter 18: Diving Deeper into Standard Object Setup 261</b></p> <p>Configuring Sales-Specific Settings 262</p> <p>Using Account Settings 262</p> <p>Identifying Contact Roles on Opportunities 264</p> <p>Tracking different sales processes 265</p> <p>Managing Marketing-Related Settings 267</p> <p>Assigning Leads 267</p> <p>Choosing a default Lead owner 267</p> <p>Confirming Lead conversion settings 268</p> <p>Capturing Campaign influence 269</p> <p>Setting Customizations for Your Service Organizations 271</p> <p>Understanding Support Settings for your Cases 271</p> <p>Defining escalation rules 272</p> <p><b>Chapter 19: Building Custom Apps 275</b></p> <p>Understanding Elements of the Lightning Platform 276</p> <p>Preparing Your Custom App Strategy 278</p> <p>Creating Custom Objects 279</p> <p>Building your custom objects 279</p> <p>Modifying custom objects 281</p> <p>Building relationships 282</p> <p>Creating Custom Apps 285</p> <p>Setting up a custom app 285</p> <p>Creating custom tabs 286</p> <p>Understanding the AppExchange 287</p> <p><b>Chapter 20: Accessing the Right Data with User Permissions 291</b></p> <p>Understanding User Administration 292</p> <p>Creating a new user 292</p> <p>Activating and deactivating users 293</p> <p>Freezing users 293</p> <p>Establishing Data Access Concepts 294</p> <p>Defining Your Sharing Model 296</p> <p>Setting organization-wide defaults 296</p> <p>Granting greater access with sharing rules 298</p> <p>Setting Up Profiles 299</p> <p>Reviewing the standard profiles 300</p> <p>Creating custom profiles 301</p> <p>Defining the Role Hierarchy 304</p> <p>Using Other Security Controls 306</p> <p>Setting field-level security 306</p> <p>Delegating administration 308</p> <p><b>Chapter 21: Managing Data 311</b></p> <p>Understanding Your Options for Data Migration 312</p> <p>Using the Data Import wizard 312</p> <p>Investigating the Data Loader 313</p> <p>Migrating Your Legacy Data 314</p> <p>Determining your data sources 314</p> <p>Preparing your data 315</p> <p>Testing the import 316</p> <p>Analyzing the test data results 317</p> <p>Migrating your final data 317</p> <p>Validating and augmenting your data 318</p> <p>Managing Your Salesforce Database 318</p> <p>Backing up your data 319</p> <p>Mass-transferring records 320</p> <p>Mass-deleting records 321</p> <p>Finding and merging duplicates 323</p> <p>Getting Help with Complex Data Tasks 324</p> <p><b>Part 7: Measuring Overall Business Performance 325</b></p> <p><b>Chapter 22: Analyzing Data with Reports 327</b></p> <p>Discovering Reports 328</p> <p>Navigating the Reports home page 328</p> <p>Displaying a report 330</p> <p>Creating Your Own Reports 331</p> <p>Building a report from scratch 331</p> <p>Customizing existing reports 333</p> <p>Filtering Reports Efficiently 335</p> <p>Hiding and showing report results 335</p> <p>Sorting and summarizing report results 336</p> <p>Changing or clearing filters 338</p> <p>Exporting Reports to Excel 338</p> <p>Organizing Reports 339</p> <p>Creating new folders 339</p> <p>Determining folder access 340</p> <p>Maintaining your report library 340</p> <p>Mastering Reports 341</p> <p>Building custom summary formulas 341</p> <p>Understanding additional reporting options 344</p> <p><b>Chapter 23: Seeing the Big Picture with Dashboards 345</b></p> <p>Figuring Out Dashboards 346</p> <p>Breaking down basic elements 346</p> <p>Planning useful dashboards 348</p> <p>Building Dashboards 349</p> <p>Installing sample dashboards and reports 349</p> <p>Copying a dashboard 350</p> <p>Developing a dashboard from scratch 351</p> <p>Modifying dashboard properties 353</p> <p>Customizing components 353</p> <p>Changing the layout 356</p> <p>Setting a dashboard refresh schedule 356</p> <p>Organizing Your Dashboards 357</p> <p>Viewing dashboard lists 357</p> <p>Building dashboard folders 358</p> <p><b>Part 8: The Part of Tens 359</b></p> <p><b>Chapter 24: Ten Ways to Drive More Productivity 361</b></p> <p>Salesforce Trailhead 362</p> <p>Dreamforce Conference 362</p> <p>Salesforce Trailblazer Community 362</p> <p>Salesforce com Local User Groups 362</p> <p>Salesforce Trailhead Academy 363</p> <p>Salesforce Colored Favicons 363</p> <p>Field Trip 363</p> <p>ORGanizer 364</p> <p>Perm Comparator 364</p> <p>Gmail Sidebar in Salesforce 364</p> <p><b>Chapter 25: Ten Keys to a Successful Migration to Lightning 365</b></p> <p>Understanding Why the Transition Needs to Happen Now 366</p> <p>Identifying Your Executive Sponsor 367</p> <p>Building Your Project Team 368</p> <p>Evaluating Your Current Customizations 368</p> <p>Planning Your Change Management Strategy 369</p> <p>Defining Your Scope and Prioritizing Initiatives 370</p> <p>Confirming the Lightning Experience for Your Business 371</p> <p>Customizing for User Relevance 371</p> <p>Building a Comprehensive Training Plan 372</p> <p>Connecting with Peers 373</p> <p>Index 375</p>
<p><b>Liz Kao</b> has been a member of the Professional Services team as well as an independent Salesforce consultant. She has implemented CRM solutions for companies both large and small.</p> <p><b>Jon Paz</b> is a Salesforce consultant and former editor. He has delivered world-class solutions to an assortment of perplexing business challenges for his enterprise clients.</p>
<ul> <li>Manage sales, marketing, and customer service</li> <li>Use pipeline tools to predict sales performance and more</li> <li>Organize leads and contacts to track relevant interactions</li> </ul> <p><b>Manage customer relationships like a pro</b> <p>Salesforce is the leading CRM tool for more than 150,000 companies worldwide. Whether you're in sales, marketing, customer service, or on the executive team, this easy-to-follow guide will get you up to speed on the latest updates and best practices. It shows you how to customize Salesforce for your business using the apps, widgets, and tools; organize your contacts; track activities; predict upcoming sales with state-of-the-art pipelining tools; collaborate with colleagues; boost online marketing; close deals faster; and much more. <p><b>Inside...</b> <ul> <li>Navigate the Lightning Experience</li> <li>Configure Salesforce for mobile</li> <li>Manage records and tasks</li> <li>Collaborate with Chatter</li> <li>Develop contacts & track leads</li> <li>Enhance customer support</li> <li>Analyze and manage sales data</li> </ul>

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