Salesforce

Title Page
Copyright Page
Table of Contents
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
			Understanding your customer’s customer
			Centralizing customer information under one roof
		Looking to Customer Relationship Management to Solve Critical Business Challenges
			Expanding the funnel
			Consolidating your pipeline
			Collaborating effectively with your colleagues
			Working as a team
			Extending your sales force with partners
			Beating the competition
			Improving the customer experience
			Measuring the business
		Selecting Salesforce as Your Customer Relationship Management System
	Chapter 2 Discovering Salesforce.com’s Products
		Using Sales Cloud to Win More Deals
			Making sales groups more effective
			Improving sales productivity
		Generating Better Leads with Marketing Cloud
			Managing email campaigns with Marketing Cloud
			Improving marketing automation
			Identifying qualified leads with Pardot
		Providing Excellent Customer Service with Service Cloud
			Managing customer interactions with cases
			Interacting with the customer across multiple channels
		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
			Setting up a password
			Logging in
		Explaining the Lightning Experience
			Navigating the Lightning Home Page
			Finding records with Search
			Defining Apps
			Uncovering the App Launcher
			Managing your calendar
			Tracking your tasks
		Navigating the tabs
			Accessing shorcuts from the navigation bar drop-down menus
			Discovering a tab home page
		Navigating a record in the Lightning Experience
	Chapter 4 Personalizing Salesforce
		Completing Your Profile Page
		Using the Settings Menu
		Modifying Your Personal Information
			Updating your user information
			Customizing pages
			Granting login access
		Setting Up Salesforce for Your Mobile Device
			Downloading and installing Salesforce on your mobile device
			Configuring the Salesforce mobile app for your needs
			Navigating in the Salesforce mobile app
		Importing Your Contacts
		Working with Salesforce Remotely
	Chapter 5 Working in Salesforce
		Managing Records
			Creating records
			Resurrecting records from the Recycle Bin
		Detailing the Record
			Using links and buttons on the record page
			Modifying records with inline editing
			Capitalizing on related lists
			Looking things up with lookup hovers
		Reviewing Activities
		Creating Activities
			Creating an Event
			Creating a Task
			Logging a call
		Organizing and Viewing Activities
		Updating Activities
			Assigning activities
			Completing a Task
		Understanding Email Fields in Salesforce
		Setting Up Your Email
			Personalizing your email settings
			Building personal email templates
		Sending Email from Salesforce
		Getting Help and Set Up
	Chapter 6 Collaborating in the Cloud
		Preparing to Use Chatter
		Understanding Key Chatter Terms
		Turning On Chatter
		Locating Chatter
		Profiling Yourself
		Keeping Everyone Informed with Posts
			Posting a status
			Commenting on posts
		Choosing What to Follow
			Configuring your Chatter feeds
			Following people
			Your secret is safe
			Following feeds
			Creating a Stream
		Being Part of a Group
			Understanding Salesforce Chatter groups
			Joining a group
			Creating a new 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
			Adding new Leads
			Cloning an existing Lead
			Importing your Leads
		Accepting Leads from a Queue
		Following Up on Leads
			Qualifying Leads
			Tracking Leads
			Converting qualified Leads
		Maintaining Your Lead Database
			Making use of Lead queues
			Finding and merging duplicate Lead records
			Creating assignment rules for automatic routing
			Transferring Leads
			Changing the status of multiple records
			Mass-deleting Lead records
	Chapter 8 Using Accounts
		Getting Familiar with the Account Record
			Understanding standard Account fields
			Building parent/child relationships
		Performing Actions with Account Related Lists
			Displaying an Account’s Opportunities
			Viewing Cases
			Tracking your Account teams
		Maintaining Your Account Database
			Increasing Account accuracy with Lightning Data
			Deleting Account records
	Chapter 9 Developing Contacts
		Understanding the Contact Record
		Customizing Contact Information
		Entering and Updating Your Contacts
			Entering new Contacts
			Importing your Contacts and Accounts
			Researching your Contacts in the news
			Updating Contact fields
			Cloning an existing Contact
		Organizing Your Contacts
			Using Contact list views
			Creating custom Contact views
		Developing Organizational Charts
	Chapter 10 Tracking Opportunities
		Getting Familiar with the Opportunity Record
		Entering Opportunities
		Modifying Opportunity Records
			Updating Opportunity fields
			Rolling up Opportunity data onto the Account record
			Tracking your deals on the Opportunity kanban board
			Visualizing your deal using Sales Path
			Defining Contact Roles
			Using Opportunity teams
			Associating an Opportunity Team to your Opportunity
		Following Opportunities with Chatter
	Chapter 11 Tracking Products and Price Books
		Discovering Products and Price Books
			Defining standard Product fields
			Understanding the different types of pricing
		Using Products and Price Books
			Adding Products to Opportunities
			Adding and updating schedules on Opportunities
			Searching for Products
		Building the Product Catalog
			Planning products for success
			Adding Products to the Product catalog
			Changing Product details in the Product catalog
		Setting Up Schedules
			Enabling schedules for your company
			Adding and updating a default schedule
		Managing Price Books
			Adding to the Standard Price Book
			Creating a custom Price Book
			Adding Products to a custom Price Book
			Making global changes to Price Books
	Chapter 12 Managing Your Partners
		Understanding the Partner Life Cycle
			Understanding a day in the life of a channel manager
			Understanding a day in the life of a partner
		Preparing for Your Salesforce PRM Implementation
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
			Validating the Contact
			Entering new Cases
		Managing Cases
		Communicating the Outcome
			Emailing customers from a Case
			Closing a Case
	Chapter 14 Diversifying Your Support Channels
		Preparing Your Salesforce Service Cloud Strategy
			Planning the implementation
			Identifying your support channels
		Delighting Customers with Multi-Channel Support
			Web-to-Case
			Email-to-Case
			Computer telephony integration (CTI)
			Salesforce Chat
Part 5 Empowering Marketing to Generate Measurable Demand
	Chapter 15 Creating Marketing Campaigns to Drive Demand
		Understanding Campaigns
			Creating a new Campaign
			Modifying the Campaign member status
		Building Target Lists
			Using external lists
			Importing new Campaign members
			Targeting existing members
		Executing Campaigns
			Delivering an online Campaign
			Executing an offline Campaign
		Tracking Responses
			Using Web-to-Lead forms
			Mass-updating Campaign member statuses
	Chapter 16 Driving Sales Effectiveness with Salesforce Files and Content
		Understanding Content in Salesforce
		Learning about Files
		Using Files
		Creating Libraries
		Adding Files
			Using Files with Chatter
			Using documents
Part 6 Mastering Basic Salesforce Administration
	Chapter 17 Performing Common Configurations
		Discovering the Power of Customization
			Breaking down basic elements
			Customizing for relevance
		Building and Editing Fields
			Adding fields
			Viewing and updating custom fields
			Replicating your key standard processes
			Understanding custom formula fields
		Customizing List Views
		Working with Records
			Reassigning record ownership
			Cloning records
			Updating records
			Using related lists
		Creating Dependent Picklists
		Customizing Page, Search, and Compact Layouts
			Modifying a page layout
			Assigning layouts to profiles
			Changing search layouts
			Managing compact layouts
		Using the Lightning App Builder to Build Lightning Experience Page Layouts
		Using Record Types
		Managing Workflow and Approvals
			Creating workflow rules
			Managing workflow actions
		Understanding the Process Builder
			Choosing to use the Process Builder
			Creating processes
			Adding process criteria
			Adding process actions
			Activating and deactivating processes
		Creating Actions
	Chapter 18 Diving Deeper into Standard Object Setup
		Configuring Sales-Specific Settings
			Using Account Settings
			Identifying Contact Roles on Opportunities
			Tracking different sales processes
		Managing Marketing-Related Settings
			Assigning Leads
			Choosing a default Lead owner
			Confirming Lead conversion settings
			Capturing Campaign influence
		Setting Customizations for Your Service Organizations
			Understanding Support Settings for your Cases
			Defining escalation rules
	Chapter 19 Building Custom Apps
		Understanding Elements of the Lightning Platform
		Preparing Your Custom App Strategy
		Creating Custom Objects
			Building your custom objects
			Modifying custom objects
			Building relationships
		Creating Custom Apps
			Setting up a custom app
			Creating custom tabs
		Understanding the AppExchange
	Chapter 20 Accessing the Right Data with User Permissions
		Understanding User Administration
			Creating a new user
			Activating and deactivating users
			Freezing users
		Establishing Data Access Concepts
		Defining Your Sharing Model
			Setting organization-wide defaults
			Granting greater access with sharing rules
		Setting Up Profiles
			Reviewing the standard profiles
			Creating custom profiles
		Defining the Role Hierarchy
		Using Other Security Controls
			Setting field-level security
			Delegating administration
	Chapter 21 Managing Data
		Understanding Your Options for Data Migration
			Using the Data Import wizard
			Investigating the Data Loader
		Migrating Your Legacy Data
			Determining your data sources
			Preparing your data
			Testing the import
			Analyzing the test data results
			Migrating your final data
			Validating and augmenting your data
		Managing Your Salesforce Database
			Backing up your data
			Mass-transferring records
			Mass-deleting records
			Finding and merging duplicates
		Getting Help with Complex Data Tasks
Part 7 Measuring Overall Business Performance
	Chapter 22 Analyzing Data with Reports
		Discovering Reports
			Navigating the Reports home page
			Displaying a report
		Creating Your Own Reports
			Building a report from scratch
			Customizing existing reports
		Filtering Reports Efficiently
			Hiding and showing report results
			Sorting and summarizing report results
			Changing or clearing filters
		Exporting Reports to Excel
		Organizing Reports
			Creating new folders
			Determining folder access
			Maintaining your report library
		Mastering Reports
			Building custom summary formulas
			Understanding additional reporting options
	Chapter 23 Seeing the Big Picture with Dashboards
		Figuring Out Dashboards
			Breaking down basic elements
			Planning useful dashboards
		Building Dashboards
			Installing sample dashboards and reports
			Copying a dashboard
			Developing a dashboard from scratch
			Modifying dashboard properties
			Customizing components
			Changing the layout
			Setting a dashboard refresh schedule
		Organizing Your Dashboards
			Viewing dashboard lists
			Building dashboard folders
Part 8 The Part of Tens
	Chapter 24 Ten Ways to Drive More Productivity
		Salesforce Trailhead
		Dreamforce Conference
		Salesforce Trailblazer Community
		Salesforce.com Local User Groups
		Salesforce Trailhead Academy
		Salesforce Colored Favicons
		Field Trip
		ORGanizer
		Perm Comparator
		Gmail Sidebar in Salesforce
	Chapter 25 Ten Keys to a Successful Migration to Lightning
		Understanding Why the Transition Needs to Happen Now
		Identifying Your Executive Sponsor
		Building Your Project Team
		Evaluating Your Current Customizations
		Planning Your Change Management Strategy
		Defining Your Scope and Prioritizing Initiatives
		Confirming the Lightning Experience for Your Business
		Customizing for User Relevance
		Building a Comprehensive Training Plan
		Connecting with Peers
Index
EULA