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by Matt Kaufman, Liz Kao, Tom Wong
Salesforce.com For Dummies, 5th Edition
- Introduction
- Introduction
- 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
- Deciding Which Edition Is Best for You
- Using Salesforce to Solve Critical Business Challenges
- Chapter 2: Navigating Salesforce
- Chapter 3: Personalizing Your System
- Chapter 1: Looking Over Salesforce
- Part II: Keeping Track of Customer Relationships
- Chapter 4: Managing Accounts
- Chapter 5: Developing Contacts
- Chapter 6: Collaborating with Chatter
- Chapter 7: Managing Activities
- Chapter 8: Sending E-Mail
- Part III: Driving Sales with Sales Cloud
- Chapter 9: Prospecting Leads
- Chapter 10: Tracking Opportunities
- Chapter 11: Tracking Products and Price Books
- Chapter 12: Managing Your Partners
- Part IV: Optimizing Demand with Marketing Cloud
- Part V: Delighting Customers with Service Cloud
- Chapter 15: Performing Fast and Accurate Support
- Chapter 16: Managing Your Contact Center with Service Cloud
- Part VI: Measuring Overall Business Performance
- Chapter 17: Analyzing Data with Reports
- Chapter 18: Seeing the Big Picture with Dashboards
- Part VII: Designing the Solution with Force.com
- Chapter 19: Fine-Tuning the Configuration
- Chapter 20: Customizing Salesforce with Force.com
- Chapter 21: Extending Beyond CRM with the Platform
- Chapter 22: Migrating and Maintaining Your Data
- Part VIII: The Part of Tens
- Chapter 23: Ten Ways to Drive More Productivity
- 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
- Cheat Sheet
- More Dummies Products
Part V
Delighting Customers with Service Cloud
For more on how to use Service Cloud to deal with your customer service cases, go to www.dummies.com/extras/salesforcedotcom.
In this part …
- Learn how to manage your customer service case load
- Build your knowledgebase with Salesforce Knowledge
- Empower your customers with Communities
-
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