Teach Yourself VISUALLY Salesforce.com

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

Autorentext
Justin Davis (Los Angeles, CA) is COO of MKPartners, an indusrty leader in Salesforce.com consulting for corporate, public sector, educational institutions, and nonprofit organizations. MK Partners practices what it preaches by using Salesforce.com for its internal processes and staying on the forefront of software as a service and other web technologies.

Zusammenfassung
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

Inhalt

Foreword xiii

Chapter 1 Introducing Salesforce

Choose an Edition of Salesforce 4

Understanding the Home Page 6

Customize the Home Page 8

Create a New User 10

Customize the Tabs 12

Upload a Company Logo 14

Create an App 16

Understanding the Company Information Page 20

Understanding the System Overview Page 22

Modify the Fiscal Year 24

Modify Business Hours 26

Log a Technical Support Case 28

Deactivate a User 30

View the Learning Center 31

Chapter 2 Using the Sales Cloud

Create a New Lead 34

Convert a Lead 36

Create a New Account 38

Create a New Contact 40

Create a List View 42

Create an Email Template 44

Send a Single Email 46

Send a Mass Email 48

Create a New Opportunity 50

Create Products 52

Create Activities 54

Modify a Quote Template 56

Build a Quote 60

Email a Quote 64

Create a Web-to-Lead Form 66

Create a Lead Assignment Rule 68

Create a Lead Queue 70

Create an Auto-Response Rule 72

Create a Campaign 76

Chapter 3 Using the Service Clou

Create a New Case Record 82

Create Case Assignment Rules 84

Create Case Escalation Rules 88

Enable Solutions 92

Create a Solution 94

Attach a Solution to a Case 96

Create a Web-to-Case Form 98

Create an Email-to-Case Address 100

Chapter 4 Using the AppExchange

Introducing the AppExchange 106

Find and Select an App 108

Install an App 110

Find a Developer 114

Find a Consultant 116

Chapter 5 Configuring Reports and Dashboards

Understanding Report Formats 120

Create a Leads Report 122

Create a Contacts & Accounts Report 124

Create an Opportunity Report 125

Add Leads to a Campaign 126

Create Report Charts 128

Create a Custom Report Type 130

Schedule Reports 134

Create a Campaign Report 135

Summarize Report Data 136

Create a Joined Report 138

Export Reports to Excel 140

Add Grouping to Reports 141

Create a Report Formula 142

Understanding Dashboard Components 144

Create a Dashboard 146

Refresh a Dashboard 148

Modify Columns on Dashboards 149

Add a Filter to a Dashboard 150

Manage Access to Reports 152

Schedule a Dashboard Refresh 153

Add a Report as a Dashboard Component 154

Set Up Dynamic Dashboards 156

Enable Dashboards for the iPad 158

Modify Report and Dashboard Features 159

Activate the Report Builder on Profiles 160

Chapter 6 Collaborating

Understanding Chatter 164

Enable Chatter 166

Enable Chatter Feeds on Accounts 170

Configure Chatter Groups 172

Create a Chatter Free User 174

Set Up Email Notifications 176

Install Chatter Desktop 178

Enable Salesforce-to-Salesforce 182

Configure Salesforce-to-Salesforce 184

Share an Account 188

Accept a Connection 192

Enable Ideas 196

Configure Ideas Themes 200

Enable Social Contacts 202

Enable Libraries and Content 206

Customize Libraries and Content 210

Upload Documents to Content 214

Leave Feedback on Documents in Content 218

Configure Salesforce1 220

Chapter 7 Configuring Security

View Object Security 224

Change Default Record Access 226

View the Role Hierarchy 228 ...