Salesforce for Beginners: A step-by-step guide to optimize sales and marketing and automate business processes with the Salesforce platform, 2nd Edition

Cover
Copyright
Contributors
Table of Contents
Preface
Chapter 1: Getting Started with Salesforce and CRM
	What is Salesforce CRM?
	Differentiating Salesforce Classic and Lightning
	Navigating Salesforce
	App Launcher
	Exploring search options
	Using list views
	Salesforce Chatter
	Customizing 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
			Log 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
		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
		Business use case
		Creating an account
	Understanding contacts
		Business use case
		Creating a contact
	Understanding relationships
		Business use case
		Enabling relationships
		Adding relationships
		Removing relationships
	Summary
	Questions
	Further reading
Chapter 5: Driving the Sales Cycle with Opportunities
	Technical requirements
	Understanding opportunities
		Business use case
		Creating an opportunity
	Understanding opportunity stages and the sales path
	Adding contact roles for opportunities
	Organizing products and price books
	Creating quotes
	Determining forecasts
	Summary
	Questions
	Further reading
Chapter 6: Achieving Business Goals Using Campaigns
	Technical requirements
	Creating campaigns
		Business use case
		Creating a campaign
	Adding campaign members
		Adding leads as campaign members
		Adding contacts as campaign members
		Viewing the campaign history of leads and contacts
		Sending an email to the list of campaign members
	Managing marketing with campaign hierarchies
	Improving campaign functionality with third-party apps
	Summary
	Questions
	Further reading
Chapter 7: Enhancing Customer Service with Cases
	Technical requirements
	Introducing cases
		Business use case
		Creating a case
	Understanding case status
	Creating escalation rules
	Using Web-to-Case to generate case capture forms
	Setting up Email-to-Case
	Summary
	Questions
	Further reading
Chapter 8: Business Analysis Using Reports and Dashboards
	Technical requirements
	Creating reports to understand data
		Business use case
		Creating a report
	Using grouping to create report types
		Summary reports
		Matrix reports
	Adding a chart to a report
		Saving and running a report
		Using dashboards to visualize data
	Summary
	Questions
	Further reading
Chapter 9: Setup and Configuration
	Technical requirements
	Navigating to the Setup page
	Delving into the ADMINISTRATION section
		Users
		Data
		Email
	Exploring the PLATFORM TOOLS section
		Apps
		Feature Settings
		Slack
		Einstein
		Objects and Fields
		Events
		Process Automation
		User Interface
		Custom Code
		Development
		Performance
		Environments
		User Engagement
		Integrations
		Notification builder
		Offline
	Understanding the SETTINGS section
		Company Settings
		Data Classification
		Privacy Center
		Identity
		Security
	Using the Object Manager tab
	Summary
	Questions
	Further reading
Chapter 10: An Overview of Sharing and Visibility
	Technical requirements
	Using organization-wide defaults
		Business use case
		Setting up org-wide defaults
	Understanding the role hierarchy
		Business use case
		Finding the role hierarchy
	Applying sharing rules
		Business use case
		Adding sharing rules
			Ownership-based sharing
			Criteria-based sharing
	Setting team access
		Business use case
		Adding a user and setting team access
	Setting profile access
		Business use case
		Updating profiles
	Using permission sets
		Business use case
		Modifying access with permission sets
	System and user permissions, implicit sharing, and Apex sharing
		System and user permissions
		Implicit sharing
		Apex sharing
	Summary
	Questions
	Further reading
Chapter 11: User Management and Data Security
	Technical requirements
	Creating users
		Business use case
		Creating a user in action
	Understanding record ownership
	Record ownership and data security
	Understanding ownership skew
	Summary
	Questions
	Further reading
Chapter 12: Managing Projects with 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 13: Using Data Modeling to Configure Objects for Your Business
	Technical requirements
	Salesforce data modeling
	Creating custom objects
		Business use case
		Creating a custom object
	Creating custom fields
	Creating and using page layouts
	Creating and using record types
	Utilizing the created customizations
	Summary
	Questions
	Further reading
Chapter 14: Lightning Experience Customization
	Technical requirements
	Lightning pages overview
		Business use case
		Creating a Lightning page
		Understanding the Lightning page layout
		Using Lightning page components
		Activating and assigning Lightning pages
	Summary
	Questions
	Further reading
Chapter 15: Extending Functionality with Third-Party Applications and Salesforce Mobile
	Technical requirements
	Discovering third-party applications
		Managed and unmanaged package applications
		Business use case
		Salesforce AppExchange
		Installing third-party applications
		Uninstalling third-party applications
	Configuring Salesforce Mobile using a QuickStart
		Business use case
		Mobile app QuickStart
	Summary
	Questions
	Further reading
Chapter 16: Salesforce Flow
	Technical requirements
	What is a flow?
	Introducing flow types
		Screen flow
		Record-triggered flow
		Schedule-triggered flow
		Platform event-triggered flow
		Autolaunched flow (no trigger)
	Understanding Flow Builder elements
		Interaction
		Logic
		Data
		Flow resources
	Testing a flow
	Example 1: screen flow
		Business use case
		Building the flow
		Testing the flow
		Distributing the flow
		Seeing it in action
	Example 2: record-triggered flow
		Business use case
		Building the flow
		Testing the flow
		Distributing the flow
		Seeing it in action
	Best practices and more
	Summary
	Questions
	Further reading
Chapter 17: Approval Processes
	Technical requirements
	Creating an approval process
		Business use case
		Approval process in action
	Adding entry criteria and approver selection
	Adding actions and viewing the approval steps
	Enabling email approvals
	Business use case
	Summary
	Questions
	Further reading
Chapter 18: Assignment Rules
	Technical requirements
	Creating lead assignment rules
		Business use case
		Lead assignment rules in action
	Creating a queue
		Business use case
		Queues in action
	Creating case assignment rules
		Business use case
		Case assignment rules in action
	Assignment rules in action
	Summary
	Questions
	Further reading
Chapter 19: Data Integrity with Formulas and Validations
	Technical requirements
	Overview of formulas
		Business use case
		Creating a formula field
	Understanding validation rules
		Business use case
		Creating a validation rule
	Summary
	Questions
	Further reading
Chapter 20: Testing and Debugging
	Technical requirements
	Understanding the path to production
		Business use case
		Setting up the path to production
	Understanding testing types
		Unit testing
		System testing
		UAT testing
		Production testing
		Regression testing
	Using debug logs
		Business use case
		Creating a debug log
	Summary
	Questions
	Further reading
Assessments
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