Salesforce for Beginners: A step-by-step guide to creating, managing, and automating sales and marketing processes

Cover
Title Page
Copyright and Credits
Dedication
About Packt
Contributors
Table of Contents
Preface
Section 1: Salesforce for Sales, Marketing, and Customer Relationship Management
Chapter 1: Getting Started with Salesforce and CRM
	What is CRM?
	Classic versus Lightning
	Login and navigation
		App Launcher     
		Search
		List views
	Salesforce Chatter
	Personal settings
	Summary
	Questions
	Further reading
Chapter 2: Understanding Salesforce Activities
	Technical requirements
	Navigating to activities
		Tasks
			Business use case
			Creating tasks
		Logging a call
			Business use case
			Logging a call
		Task List View
		Viewing tasks on the home page
	Creating events and calendar entries
		Understanding Events
			Business use case
			Creating an event
		Salesforce calendar
	Sending emails and email integration options
		Business use case
		Sending an email
		Using Gmail integration options 
		Using Outlook integration options
	Summary
	Questions
	Further reading
Chapter 3: Creating and Managing Leads
	Technical requirements
	Understanding leads
		A business use case
		Creating leads
	Exploring the Lead Status field
	Understanding how lead conversion takes place
	Working on forms with web-to-lead
	Setting up auto-response rules
	Lead settings and lead processes
		Using the lead settings
		Using lead processes
	Summary
	Questions
	Further reading
Chapter 4: Business Development with Accounts and Contacts
	Technical requirements
	Understanding how accounts work
		A business use case
		Creating an account
	Moving toward creating contacts
		A business use case
		Creating a contact
	Understanding relationships
		A business use case
		Enabling relationships 
		Adding relationships
		Removing relationships
	Summary
	Questions
	Further reading
Chapter 5: Using Opportunities Effectively
	Technical requirements
	Using opportunities
		Business use case
		Creating an opportunity
		Using the opportunity stages and the sales path
	Understanding contact roles
	Using products and price books
	Using quotes
	Using forecasting
	Summary
	Questions
	Further reading
Chapter 6: Achieving Business Goals Using Campaigns
	Technical requirements
	Using campaigns
		A business use case
		Creating a campaign
	Using campaign members
		Adding leads as campaign members
		Adding contacts as campaign members
		Viewing the campaign history of leads and contacts
		Sending the list of campaign members an email
	Using campaign hierarchies
	Using third-party apps with campaigns
	Summary
	Questions
	Further reading
Chapter 7: Enhancing Customer Service Using Cases
	Technical requirements
	Using Cases to enhance customer service
		Business use case
		Creating a Case
		Using Case Status to drive the process
	Using escalation rules for quicker case resolution
	Using Web-to-Case to create cases
	Using Email-to-Case to create Cases
	Summary
	Questions
	Further reading
Chapter 8: Business Analysis Using Reports and Dashboards
	Technical requirements
	Using reports to understand data
		Business use case
		Creating a report
		Using grouping to create report types
			Using grouping to create summary reports
			Using grouping to create Matrix reports
		Adding a chart to a report
		Saving and running a report
	Using dashboards to visualize data
	Summary
	Questions
	Further reading
Section 2: Salesforce Administration
Chapter 9: Setup and Configuration
	Technical requirements
	Navigating to the Setup page
	Using the ADMINISTRATION section 
		Users
		Data
		Email
	Using the PLATFORM TOOLS section 
		Apps
		Feature settings
		Einstein
		Objects and Fields
		Events
		Process Automation
		User Interface
		Custom Code
		Development
		Environments
		User Engagement
		Integrations
		Notification Builder
	The SETTINGS section 
		Company Settings
		Data Classification
		Identity
		Security
		Optimizer
	Using the Object Manager settings
	Summary
	Questions
	Further reading
Chapter 10: An Overview of Sharing and Visibility
	Technical requirements
	Using organization-wide defaults
		A business use case
		Setting up org-wide defaults
	Role hierarchy
		A business use case
		Using the role hierarchy
	Using sharing rules
		A business use case
		Applying sharing rules
		Ownership-based sharing
		Criteria-based sharing rules
	Team access
		A business use case
		Using team access
	Profiles
		A business use case
		Using profiles
	Permission sets
		A business use case
		Using permission sets
	Additional sharing and visibility features
		System and user permissions
		Implicit sharing
		Apex sharing
	Summary
	Questions
	Further reading
Chapter 11: Using Sandboxes and Change Sets
	Technical requirements
	Creating and using sandboxes
		Business use case
		Creating a sandbox
	Using different types of sandboxes
		Developer sandboxes
		Developer Pro sandboxes
		Partial Copy sandboxes
		Full Copy sandboxes
	Creating change sets
		Business use case
		Creating change sets 
	Deploying change sets
	Summary
	Questions
	Further reading
Chapter 12: Configuring Objects for Your Business
	Technical requirements
	Creating custom objects
		Business use case
		Creating a custom object
	Creating custom fields
	Creating and using page layouts
	Creating and using record types
	Adding a certification to a contact
	Summary
	Questions
	Further reading
Chapter 13: Third-Party Applications and Salesforce Mobile
	Technical requirements
	Using third-party applications
		Managed and unmanaged package applications
		Business use case
		Using Salesforce AppExchange
		Installing third-party applications
		Uninstalling third-party applications 
	Configuring Salesforce Mobile using the Mobile App Quickstart
		Business use case
	Summary
	Questions
	Further reading
Section 3: Automating Business Processes Using Salesforce
Chapter 14: Understanding the Workflow Rules
	Technical requirements
	Creating workflow rules
		Business use case
		Creating workflow rules
	Setting evaluation and rule criteria
	Creating immediate workflow actions
	Creating time-dependent workflow actions
	Testing the workflow
	Summary
	Questions
	Further reading
Chapter 15: Implementing Process Builder
	Technical requirements
	Creating a process
		Business use case
		Creating a process
	Adding an object and criteria
	Setting immediate actions
	Adding a second criteria
	Setting scheduled actions
	Finishing and testing our process
	Process Builder best practice
	Summary
	Questions
	Further reading
Chapter 16: Approval Processes
	Technical requirements
	Creating an approval process
		Business use case
		Creating an approval process
	Adding entry criteria and approver selection
	Adding actions and viewing the approval steps
	Enabling email approvals
	The business use case in action
	Summary
	Questions
	Further reading
Chapter 17: Assignment Rules
	Technical requirements
	Creating lead assignment rules
		Business use case
		Creating lead assignment rules
	Creating a queue
		Business use case
		Creating a queue
	Creating case assignment rules
		Business use case
		Creating case assignment rules
	Assignment rules in action
	Summary
	Questions
	Further reading
Assessments
Other Books You May Enjoy
Index