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by Matt Kaufman, Liz Kao, Tom Wong
Salesforce.com For Dummies, 5th Edition
Introduction
Introduction
Updates to the Fifth Edition
How to Use This Book
Foolish Assumptions
Icons Used in This Book
Beyond the Book
Where to Go from Here
Part I: Salesforce Basics
Chapter 1: Looking Over Salesforce
Using Salesforce to Solve Critical Business Challenges
Understanding your customer’s customer
Centralizing customer information under one roof
Expanding the funnel
Consolidating your pipeline
Collaborating effectively with your colleagues
Working as a team
Collaborating with your partners
Beating the competition
Improving customer service
Accessing anytime, anywhere
Measuring the business
Running your business in the cloud
Extending the Value Chain
Integrating with your website
Connecting to social sites
Integrating with other applications
Managing other business processes
Deciding Which Edition Is Best for You
Chapter 2: Navigating Salesforce
Getting Familiar with Basic Terms
Accessing Salesforce
Setting up a password
Logging in
Navigating the Home Page
Finding records with Search
Managing your calendar
Tracking your tasks
Using dashboard snapshots from the home page
Accessing information with the sidebar
Navigating the Apps
Discovering the Force.com app menu
Finding out about the tabs
Discovering a tab home page
Managing Records
Creating records
Resurrecting records from the Recycle Bin
Detailing the Record
Saving time with hover links
Using links and buttons on the detail page
Modifying records with inline editing
Capitalizing on related lists
Looking things up with lookup hovers
Getting Help and Setting Up
Chapter 3: Personalizing Your System
Completing the My Profile Page
Using the My Settings Menu
Modifying Your Personal Information
Updating your user information
Changing your display
Customizing pages
Setting up social accounts and contacts
Granting login access
Working with Salesforce Remotely
Synchronizing with Outlook
Accessing Salesforce from your mobile device
Importing Your Contacts
Part II: Keeping Track of Customer Relationships
Chapter 4: Managing Accounts
Getting Familiar with the Account Record
Understanding standard fields
Customizing account fields
Creating and Updating Your Accounts
Adding new accounts
Updating account fields
Organizing Your Accounts
Using account list views
Creating custom account views
Reassigning account ownership
Building parent/child relationships
Performing Actions with Account Related Lists
Defining contact roles
Displaying an account’s opportunities
Viewing cases
Tracking your account teams
Maintaining Your Account Database
Merging duplicate records
Increasing account accuracy with Data.com
Deleting account records
Chapter 5: Developing Contacts
Understanding the Contact Record
Customizing Contact Information
Entering and Updating Your Contacts
Entering new contacts
Importing your contacts and accounts
Researching contacts on social networks
Updating contact fields
Cloning an existing contact
Organizing Your Contacts
Using contact list views
Creating custom contact views
Developing Organizational Charts
Performing Actions with Contact Related Lists
Merging Duplicate Records
Chapter 6: Collaborating with Chatter
Preparing to Use Chatter
Turning On Chatter
Understanding Key Chatter Terms
Locating Chatter on Your Home Page
Profiling Yourself
Keeping Everyone Informed with Posts
Posting a status
Commenting on posts
Choosing What to Follow
Configuring your Chatter feeds
Following people
Your secret is safe
Following feeds
Being Part of a Group
Joining a group
Creating a new group
Receiving Chatter Emails
Using Chatter Effectively
Chapter 7: Managing Activities
Reviewing Activities
Creating Activities
Creating an event
Using pop-up reminders
Creating a task
Logging a call
Organizing and Viewing Activities
Updating Activities
Assigning activities
Completing a task
Chapter 8: Sending E-Mail
Understanding E-Mail Fields in Salesforce
Setting Up Your E-Mail
Personalizing your e-mail settings
Building personal e-mail templates
Creating letterheads
Saving Third-Party E-Mails to Salesforce
Activating the Email to Salesforce feature
Identifying your Email to Salesforce address
Saving an e-mail to Salesforce
Sending E-Mail from Salesforce
Creating and sending e-mail
Using e-mail templates
Sending Mass E-Mail
Tracking E-Mail
Viewing e-mails in Activity History
Tracking HTML e-mails
Part III: Driving Sales with Sales Cloud
Chapter 9: Prospecting Leads
Introducing the Lead Record
Setting Up Your Leads
Adding new leads
Cloning an existing lead
Importing your leads
Organizing Your Leads
Using lead views
Creating custom lead views
Accepting leads from a queue
Following Up on Leads
Finding and merging duplicate lead records
Tracking leads with related lists
Updating lead fields
Converting qualified leads
Maintaining Your Lead Database
Making use of lead queues
Creating assignment rules for automatic routing
Transferring leads
Changing the status of multiple records
Mass-deleting lead records
Building Your Lead Database with Data.com
Chapter 10: Tracking Opportunities
Getting Familiar with the Opportunity Record
Entering Opportunities
Adding new opportunities
Cloning an opportunity
Modifying Opportunity Records
Updating opportunity fields
Rolling up opportunity data onto the account record
Reassigning opportunity ownership
Organizing Your Opportunities
Using opportunity views
Creating custom opportunity views
Defining contact roles
Following Opportunities with Chatter
Chapter 11: 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
Updating product details for an opportunity
Adding and updating schedules on opportunities
Searching for products
Creating custom views for products and price lists
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
Generating Quotes
Customizing quotes
Preparing quotes for customers
Revising quotes
Sending quotes
Chapter 12: Managing Your Partners
Understanding the Partner Life Cycle
Understanding a day in the life of a channel manager
Understanding a day in the life of a partner
Managing Your Channel with Salesforce Communities
Enabling partner relationship management
Creating partner accounts and contacts
Assigning leads to partners
Reducing channel conflict with deal registration
Accessing Salesforce Communities as a Partner
Viewing and updating your leads
Managing your opportunities
Setting Up Salesforce Communities for Your Channel Team
Part IV: Optimizing Demand with Marketing Cloud
Chapter 13: Driving Demand with Campaigns
Understanding Campaigns
Creating a new campaign
Modifying the member status
Building Target Lists
Using rented lists
Importing new campaign members
Targeting existing members with the Integrated Campaign Builder
Executing Campaigns
Delivering an online campaign
Executing an offline campaign
Tracking Responses
Using Web-to-Lead forms
Manually updating member statuses
Mass-updating campaign statuses
Chapter 14: Driving Sales Effectiveness with Content Management
Understanding Salesforce Content
Identifying content use cases and users
Creating Libraries
Adding Content
Editing Content
Finding Content
Understanding Documents
Creating folders in the Document Library
Adding documents
Using documents
Differentiating between documents, content, and files
Part V: Delighting Customers with Service Cloud
Chapter 15: Performing Fast and Accurate Support
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
Updating case fields
Reassigning case ownership
Getting a clue on views and queues
Creating custom case views
Knowing More about Salesforce Knowledge
Researching and Resolving Cases
Understanding solutions
Finding solutions
Attaching solutions to a case
Communicating the Outcome
Responding with standard e-mail templates
Closing a case
Chapter 16: Managing Your Contact Center with Service Cloud
Preparing Your Salesforce Service Cloud Strategy
Automating Case Management
Adding case queues
Using assignment rules for routing
Automating case escalation
Capturing and Associating Cases Efficiently
Harvesting Knowledge
Understanding Salesforce Knowledge
Articulating articles
Creating articles
Publishing articles
Helping Customers Help Themselves
Setting up Communities
Creating a Community
Adding Community members
Customizing your Salesforce Community
Sharing Knowledge with your community
Improving Agent Productivity
Using the Salesforce Agent Console
Setting up the Agent Console
Providing customer service from anywhere
Using a call center
Part VI: Measuring Overall Business Performance
Chapter 17: Analyzing Data with Reports
Discovering Reports
Navigating the Reports home page
Displaying a report
Developing Reports
Building a report from scratch
Customizing existing reports
Filtering on a Report
Using the Report Options section
Hiding and showing details
Filtering with the drill-down menu
Clearing filters
Exporting Reports to Excel
Organizing Your Reports
Creating new folders
Maintaining your report library
Advancing Beyond the Basics
Building custom summary formulas
Understanding additional reporting options
Chapter 18: Seeing the Big Picture with Dashboards
Figuring Out Dashboards
Breaking down basic elements
Planning useful dashboards
Building Dashboards
Installing sample dashboards and reports
Cloning a dashboard
Developing a dashboard from scratch
Updating Dashboards
Editing dashboard properties
Editing a component
Modifying the layout
Refreshing the dashboard
Organizing Your Dashboards
Viewing dashboard lists
Building dashboard folders
Part VII: Designing the Solution with Force.com
Chapter 19: Fine-Tuning the Configuration
Figuring Out Configuration
Breaking down basic elements
Planning configuration to achieve success
Verifying Your Company Profile
Defining Your Sharing Model
Setting organization-wide defaults
Creating groups
Granting greater access with sharing rules
Defining the Role Hierarchy
Setting Up Profiles
Reviewing the standard profiles
Creating custom profiles
Adding Users to Salesforce
Using Other Security Controls
Setting field-level security
Delegating administration
Customizing the Look and Feel
Drag and drop, hovers, and other tweaks
Chapter 20: Customizing Salesforce with Force.com
Discovering Customization
Breaking down basic elements
Customizing for relevance
Building and Editing Fields
Adding fields
Viewing and updating fields
Replicating your key standard processes
Understanding custom formula fields
Using Custom Buttons and Links
Customizing Page and Search Layouts
Modifying a page layout
Assigning layouts to profiles
Changing search layouts
Managing Multiple Business Processes
Managing Record Types
Creating Dependent Picklists
Managing Workflow & Approvals
Creating workflow rules
Assigning workflow tasks
Using workflow e-mail alerts
Chapter 21: Extending Beyond CRM with the Platform
Understanding the Force.com Platform
Preparing Your Force.com App Strategy
Creating Custom Apps with Force.com
Setting up a custom app
Building your custom objects
Modifying custom objects
Building relationships
Creating custom tabs
Sharing Apps on AppExchange
Browsing AppExchange
Installing custom apps
Chapter 22: Migrating and Maintaining Your Data
Understanding Your Options for Data Migration
Using import wizards
Investigating the Data Loader
Migrating Your Legacy Data
Determining your data sources
Preparing your data
Testing the import
Analyzing the test data results
Migrating your final data
Validating and augmenting your data
Managing Your Salesforce Database
Backing up your data
Mass-transferring records
Mass-deleting records
Getting Help with Complex Data Tasks
Part VIII: The Part of Tens
Chapter 23: Ten Ways to Drive More Productivity
Finding the Top Five Resources
Revisiting Five Great Productivity Tools
Chapter 24: Ten Keys to a Successful Implementation
Identifying Your Executive Sponsor
Building Your Project Team
Evaluating Your Processes
Gathering Requirements
Defining Your Scope and Prioritizing Initiatives
Modeling Salesforce to Your Business
Customizing for User Relevance
Importing Clean Data
Building a Comprehensive Training Plan
Connecting with Peers
About the Authors
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