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End User License Agreement
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End User License Agreement
by Jon Paz, Liz Kao
Salesforce.com For Dummies
Cover
Cover
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
Looking to Customer Relationship Management to Solve Critical Business Challenges
Selecting Salesforce as Your Customer Relationship Management System
Chapter 2: Discovering Salesforce.com’s Products
Using Sales Cloud to Win More Deals
Generating Better Leads with Marketing Cloud
Providing Excellent Customer Service with Service Cloud
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
Navigating the Home Page
Navigating the Apps
Explaining the Lightning Experience
Chapter 4: Personalizing Salesforce
Completing the My Profile Page
Using the My Settings Menu
Modifying Your Personal Information
Setting Up Salesforce1 for Your Mobile Device
Importing Your Contacts
Working with Salesforce Remotely
Chapter 5: Working in Salesforce
Managing Records
Detailing the Record
Reviewing Activities
Creating Activities
Organizing and Viewing Activities
Updating Activities
Understanding Email Fields in Salesforce
Setting Up Your Email
Sending Email from Salesforce
Sending Mass Email
Getting Help and Setting Up
Chapter 6: Collaborating in the Cloud
Preparing to Use Chatter
Understanding Key Chatter Terms
Turning On Chatter
Locating Chatter on Your Home Page
Profiling Yourself
Keeping Everyone Informed with Posts
Choosing What to Follow
Being Part of a Group
Managing Chatter Notifications
Using Chatter Effectively
Part 3: Closing More Deals with Sales Cloud
Chapter 7: Tracking Leads
Introducing the Lead Record
Setting Up Your Leads
Accepting Leads from a Queue
Following Up on Leads
Maintaining Your Lead Database
Building Your Lead Database with Data.com
Chapter 8: Using Accounts
Getting Familiar with the Account Record
Performing Actions with Account Related Lists
Maintaining Your Account Database
Chapter 9: Developing Contacts
Understanding the Contact Record
Customizing Contact Information
Entering and Updating Your Contacts
Organizing Your Contacts
Developing Organizational Charts
Chapter 10: Tracking Opportunities
Getting Familiar with the Opportunity Record
Entering Opportunities
Modifying Opportunity Records
Organizing Your Opportunities
Following Opportunities with Chatter
Chapter 11: Tracking Products and Price Books
Discovering Products and Price Books
Using Products and Price Books
Building the Product Catalog
Setting Up Schedules
Managing Price Books
Chapter 12: Managing Your Partners
Understanding the Partner Life Cycle
Managing Your Channel with Salesforce Communities
Accessing Salesforce Communities as a Partner
Setting Up Salesforce Communities for Your Channel Team
Part 4: Providing Support with Service Cloud
Chapter 13: 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
Managing Cases
Communicating the Outcome
Chapter 14: Diversifying Your Support Channels
Preparing Your Salesforce Service Cloud Strategy
Delighting Customers with Multi-Channel Support
Part 5: Generating Demand with Marketing Cloud
Chapter 15: Creating Campaigns with Marketing Cloud
Understanding Campaigns
Building Target Lists
Executing Campaigns
Tracking Responses
Chapter 16: Driving Sales Effectiveness with Salesforce Content
Understanding Salesforce Content
Creating Libraries
Adding Content
Editing Content
Finding Content
Learning about Files
Understanding Documents
Part 6: Mastering Basic Salesforce Administration
Chapter 17: Performing Common Configurations
Discovering the Power of Customization
Building and Editing Fields
Customizing List Views
Working with Records
Creating Dependent Picklists
Customizing Page and Search Layouts
Using Record Types
Managing Workflow and Approvals
Understanding the Process Builder
Creating Actions
Chapter 18: Diving Deeper into Standard Object Setup
Configuring Sales-Specific Settings
Managing Marketing-Related Settings
Setting Customizations for Your Service Organizations
Chapter 19: Building Custom Apps
Understanding Elements of the Force.com Platform
Preparing Your Custom App Strategy
Creating Custom Objects
Creating Custom Apps
Understanding the AppExchange
Chapter 20: Introducing the Lightning Experience
Navigating the Lightning Experience Interface
Considering Lightning for Your Organization
Planning Your Lightning Deployment
Chapter 21: Accessing the Right Data with User Permissions
Understanding User Administration
Establishing Data Access Concepts
Defining Your Sharing Model
Setting Up Profiles
Defining the Role Hierarchy
Using Other Security Controls
Chapter 22: Managing Data
Understanding Your Options for Data Migration
Migrating Your Legacy Data
Managing Your Salesforce Database
Getting Help with Complex Data Tasks
Part 7: Measuring Overall Business Performance
Chapter 23: Analyzing Data with Reports
Discovering Reports
Developing Reports
Filtering Reports Efficiently
Exporting Reports to Excel
Organizing Reports
Mastering Reports
Chapter 24: Seeing the Big Picture with Dashboards
Figuring Out Dashboards
Building Dashboards
Organizing Your Dashboards
Part 8: The Part of Tens
Chapter 25: Ten Ways to Drive More Productivity
Salesforce Trailhead
Dreamforce Conference
Salesforce Success Community
Salesforce.com Local User Groups
Salesforce.com Training
Conga Composer
Field Trip
DupeCatcher
Rollup Helper
Mass Update and Mass Edit
Chapter 26: 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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End User License Agreement
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WILEY END USER LICENSE AGREEMENT
Go to
www.wiley.com/go/eula
to access Wiley’s ebook EULA.
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