Liz Kao has played both in-house and consultant roles at Salesforce. As a consultant and a member of Salesforce's Professional Services team, Liz implemented dozens of CRM solutions and built numerous AppExchange apps. Jon Paz is a Salesforce consultant who has worked with enterprise clients to deliver world-class solutions to perplexing business challenges.

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Your easy-to-follow guide to the world's leading cloud-based CRM software Salesforce gives your business an edge in tracking relationships and managing sales, marketing, customer service, and support operations. Salesforce For Dummies help you take advantage of key platform functionality and focus on making the most of its many features. Learn best practices to determine the right configuration to suit your business needs, and how to use apps, build widgets, and configure features to personalize your system for your business. Explore prospecting for leads, managing accounts, maintaining contacts, tracking products, calculating forecasts, and monitoring each customer's service and support interactions with your business. Collaborate with colleagues by sharing information across a 360-degree view of all customer interactions, enhance your online marketing, gain real-time visibility into sales, and close deals faster.

Get started with configuring Salesforce and set up the apps that your business needs
Discover the latest updates to Salesforce, including Flow Builder, Lightning, and Einstein
Improve business performance with reporting insights, collaborative communication features, and integrated sales and marketing processes
Find new ways to improve productivity and reduce administration timeSalesforce For Dummies is the fully updated, best-selling guide that helps new and existing users get up to speed with the world's top CRM.

Contenu

Introduction 1

Part 1: Introducing Salesforce 5

Chapter 1: Customer Relationship Management at a Glance 7

Chapter 2: Discovering Salesforce Products 13

Part 2: Understanding Salesforce Features 23

Chapter 3: Navigating Salesforce 25

Chapter 4: Personalizing Salesforce 43

Chapter 5: Working in Salesforce 57

Part 3: Closing More Deals with Sales Cloud 81

Chapter 6: Tracking Leads 83

Chapter 7: Using Accounts 105

Chapter 8: Developing Contacts 113

Chapter 9: Tracking Opportunities 125

Chapter 10: Tracking Products and Price Books 139

Part 4: Providing Support with Service Cloud 155

Chapter 11: Tracking the Support Life Cycle with Cases 157

Chapter 12: Diversifying Your Support Channels 167

Part 5: Empowering Marketing to Generate Measurable Demand 177

Chapter 13: Creating Marketing Campaigns to Drive Demand 179

Chapter 14: Driving Sales Effectiveness with Salesforce Files and Content 193

Part 6: Mastering Basic Salesforce Administration 201

Chapter 15: Performing Common Configurations 203

Chapter 16: Automating Processes with Flows 229

Chapter 17: Migrating Existing Automation to Flow 249

Chapter 18: Diving Deeper into Standard Object Setup 257

Chapter 19: Building Custom Apps 271

Chapter 20: Accessing the Right Data with User Permissions 287

Part 7: Measuring Overall Business Performance 321

Chapter 22: Analyzing Data with Reports 323

Chapter 23: Seeing the Big Picture with Dashboards 343

Part 8: The Part of Tens 359

Chapter 24: Ten Ways to Drive More Productivity 361

Chapter 25: Ten Keys to a Successful Migration to Lightning 367

Index 377