Teach Yourself VISUALLY Salesforce.com E-Book

Justin Davis

• Herausgeber: John Wiley & Sons
• Kategorie: Wissenschaft und neue Technologien
• Serie: Teach Yourself VISUALLY (Tech)
• Sprache: Englisch

Seitenzahl: 214

Veröffentlichungsjahr: 2015

Beschreibung

The highly visual, step-by-step guide to getting the most out of Salesforce.com

Teach Yourself VISUALLY Salesforce.com, 2nd Edition is your ideal guide to getting up to speed on the world's number-one on-demand customer relationship management (CRM) system. With full color screenshots and step-by-step instructions, this highly visual manual shows you everything you need to know to get the most out of Salesforce.com. You'll be walked through each step of the entire process, from choosing the right edition and customizing your service to capturing leads, inputting contacts, tracking correspondence, reviewing reports, and more. This updated edition covers the newest features and tools that make your business run more smoothly, so you can get up and running quickly.

This book is your ultimate guide to optimizing Salesforce.com capabilities, helping you leverage your data into added value for your business.

• Choose the right Salesforce.com edition to suit your needs
• Master the latest and most helpful features
• Personalize your system for a tailor-made CRM solution
• Manage accounts, develop contacts, track inventory, and more

Leseprobe

Teach Yourself VISUALLY™ Salesforce.com®

Published byJohn Wiley & Sons, Inc.10475 Crosspoint BoulevardIndianapolis, IN 46256

www.wiley.com

Published simultaneously in Canada

Copyright © 2015 by John Wiley & Sons, Inc., Indianapolis, Indiana

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax [phone]. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax [phone], or online at www.wiley.com/go/permissions.

Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

The Library of Congress Control Number: 2014954681

ISBN: 978-1-119-04769-8; Epdf: 978-1-119-04779-7;Epub: 978-1-119-04766-7

Trademark Acknowledgments

Wiley, Visual, the Visual logo, Teach Yourself VISUALLY, Read Less - Learn More and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates. Salesforce is a registered trademark of salesforce.com, inc. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc. is not associated with any product or vendor mentioned in this book.

LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: THE PUBLISHER AND THE AUTHOR MAKE NO REPRESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF THE CONTENTS OF THIS WORK AND SPECIFICALLY DISCLAIM ALL WARRANTIES, INCLUDING WITHOUT LIMITATION WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE. NO WARRANTY MAY BE CREATED OR EXTENDED BY SALES OR PROMOTIONAL MATERIALS. THE ADVICE AND STRATEGIES CONTAINED HEREIN MAY NOT BE SUITABLE FOR EVERY SITUATION. THIS WORK IS SOLD WITH THE UNDERSTANDING THAT THE PUBLISHER IS NOT ENGAGED IN RENDERING LEGAL, ACCOUNTING, OR OTHER PROFESSIONAL SERVICES. IF PROFESSIONAL ASSISTANCE IS REQUIRED, THE SERVICES OF A COMPETENT PROFESSIONAL PERSON SHOULD BE SOUGHT. NEITHER THE PUBLISHER NOR THE AUTHOR SHALL BE LIABLE FOR DAMAGES ARISING HEREFROM. THE FACT THAT AN ORGANIZATION OR WEBSITE IS REFERRED TO IN THIS WORK AS A CITATION AND/OR A POTENTIAL SOURCE OF FURTHER INFORMATION DOES NOT MEAN THAT THE AUTHOR OR THE PUBLISHER ENDORSES THE INFORMATION THE ORGANIZATION OR WEBSITE MAY PROVIDE OR RECOMMENDATIONS IT MAY MAKE. FURTHER, READERS SHOULD BE AWARE THAT INTERNET WEBSITES LISTED IN THIS WORK MAY HAVE CHANGED OR DISAPPEARED BETWEEN WHEN THIS WORK WAS WRITTEN AND WHEN IT IS READ.

FOR PURPOSES OF ILLUSTRATING THE CONCEPTS AND TECHNIQUES DESCRIBED IN THIS BOOK, THE AUTHOR HAS CREATED VARIOUS NAMES, COMPANY NAMES, MAILING, E-MAIL AND INTERNET ADDRESSES, PHONE AND FAX NUMBERS AND SIMILAR INFORMATION, ALL OF WHICH ARE FICTITIOUS. ANY RESEMBLANCE OF THESE FICTITIOUS NAMES, ADDRESSES, PHONE AND FAX NUMBERS AND SIMILAR INFORMATION TO ANY ACTUAL PERSON, COMPANY AND/OR ORGANIZATION IS UNINTENTIONAL AND PURELY COINCIDENTAL.

Contact Us

For general information on our other products and services, please contact our Customer Care Department within the U.S. at 877-762-2974, outside the U.S. at 317-572-3993, or fax [phone].

For technical support, please visit www.wiley.com/techsupport.

Credits

Acquisitions EditorAaron Black

Project EditorSarah Hellert

Technical EditorKristine Curington

Copy EditorScott Tullis

Project CoordinatorPatrick RedmondVinitha Vikraman

Manager, Content Development & AssemblyMary Beth Wakefield

PublisherJim Minatel

About the Author

Justin Davis is the chief operating officer of MK Partners, a full-service Salesforce consulting and implementation firm in Los Angeles. Developing on the Salesforce platform for more than five years, he has overseen 600+ Salesforce implementations for corporate, non-profit, and government clients throughout the United States. You can reach his firm at www.mkpartners.com.

Kristine Curington is a Salesforce Certified Administrator and CRM Analyst for Toshiba North America Business Solutions in Los Angeles. Her experience includes consulting for small businesses to corporate enterprises and managing a handful of users to more than 800 in an eight-year period.

Authors’ Acknowledgments

Justin Davis: Aaron Black was instrumental in assembling the team for this publication, which includes coauthor Kristine Curington, project editor Sarah Hellert, and copy editor Scott Tullis. Most importantly, I want to acknowledge the wonderful support of my wife Monica, who showed patience and understanding for the hours I committed to this second edition.

Kristine Curington: Thank you to Justin Davis and to the team at Wiley for the opportunity to participate in this project.

How to Use This Book

Who This Book Is For

This book is for the reader who has never used this particular technology or software application. It is also for readers who want to expand their knowledge.

The Conventions in This Book

Steps

This book uses a step-by-step format to guide you easily through each task. Numbered steps are actions you must do; bulleted steps clarify a point, step, or optional feature; and indented steps give you the result.

Notes

Notes give additional information — special conditions that may occur during an operation, a situation that you want to avoid, or a cross reference to a related area of the book.

Icons and Buttons

Icons and buttons show you exactly what you need to click to perform a step.

Tips

Tips offer additional information, including warnings and shortcuts.

Bold

Bold type shows command names, options, and text or numbers you must type.

Italics

Italic type introduces and defines a new term.

Teach Yourself VISUALLY™ Salesforce®

Table of Contents

Cover

Foreword

Chapter 1: Introducing Salesforce

Choose an Edition of Salesforce

Understanding the Home Page

Customize the Home Page

Create a New User

Customize the Tabs

Upload a Company Logo

Create an App

Understanding the Company Information Page

Understanding the System Overview Page

Modify the Fiscal Year

Modify Business Hours

Log a Technical Support Case

Deactivate a User

View the Learning Center

Chapter 2: Using the Sales Cloud

Create a New Lead

Convert a Lead

Create a New Account

Create a New Contact

Create a List View

Create an Email Template

Send a Single Email

Send a Mass Email

Create a New Opportunity

Create Products

Create Activities

Modify a Quote Template

Build a Quote

Email a Quote

Create a Web-to-Lead Form

Create a Lead Assignment Rule

Create a Lead Queue

Create an Auto-Response Rule

Create a Campaign

Chapter 3: Using the Service Cloud

Create a New Case Record

Create Case Assignment Rules

Create Case Escalation Rules

Enable Solutions

Create a Solution

Attach a Solution to a Case

Create a Web-to-Case Form

Create an Email-to-Case Address

Chapter 4: Using the AppExchange

Introducing the AppExchange

Find and Select an App

Install an App

Find a Developer

Find a Consultant

Chapter 5: Configuring Reports and Dashboards

Understanding Report Formats

Create a Leads Report

Create a Contacts & Accounts Report

Create an Opportunity Report

Add Leads to a Campaign

Create Report Charts

Create a Custom Report Type

Schedule Reports

Create a Campaign Report

Summarize Report Data

Create a Joined Report

Export Reports to Excel

Add Grouping to Reports

Create a Report Formula

Understanding Dashboard Components

Create a Dashboard

Refresh a Dashboard

Modify Columns on Dashboards

Add a Filter to a Dashboard

Manage Access to Reports

Schedule a Dashboard Refresh

Add a Report as a Dashboard Component

Set Up Dynamic Dashboards

Enable Dashboards for the iPad

Modify Report and Dashboard Features

Activate the Report Builder on Profiles

Chapter 6: Collaborating

Understanding Chatter

Enable Chatter

Enable Chatter Feeds on Accounts

Configure Chatter Groups

Create a Chatter Free User

Set Up Email Notifications

Install Chatter Desktop

Enable Salesforce-to-Salesforce

Configure Salesforce-to-Salesforce

Share an Account

Accept a Connection

Enable Ideas

Configure Ideas Themes

Enable Social Contacts

Enable Libraries and Content

Customize Libraries and Content

Upload Documents to Content

Leave Feedback on Documents in Content

Configure Salesforce1

Chapter 7: Configuring Security

View Object Security

Change Default Record Access

View the Role Hierarchy

Configure Session Settings

Create a New Role

Enable Field History

Configure the Password Policy

Configure Network Access

Configure Remote Site Settings

Reset a Security Token