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E-raamat: Teach Yourself VISUALLY Salesforce.com

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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
Foreword xiii
Chapter 1 Introducing Salesforce
Choose an Edition of Salesforce
4(2)
Understanding the Home Page
6(2)
Customize the Home Page
8(2)
Create a New User
10(2)
Customize the Tabs
12(2)
Upload a Company Logo
14(2)
Create an App
16(4)
Understanding the Company Information Page
20(2)
Understanding the System Overview Page
22(2)
Modify the Fiscal Year
24(2)
Modify Business Hours
26(2)
Log a Technical Support Case
28(2)
Deactivate a User
30(1)
View the Learning Center
31(3)
Chapter 2 Using the Sales Cloud
Create a New Lead
34(2)
Convert a Lead
36(2)
Create a New Account
38(2)
Create a New Contact
40(2)
Create a List View
42(2)
Create an Email Template
44(2)
Send a Single Email
46(2)
Send a Mass Email
48(2)
Create a New Opportunity
50(2)
Create Products
52(2)
Create Activities
54(2)
Modify a Quote Template
56(4)
Build a Quote
60(4)
Email a Quote
64(2)
Create a Web-to-Lead Form
66(2)
Create a Lead Assignment Rule
68(2)
Create a Lead Queue
70(2)
Create an Auto-Response Rule
72(4)
Create a Campaign
76(6)
Chapter 3 Using the Service Cloud
Create a New Case Record
82(2)
Create Case Assignment Rules
84(4)
Create Case Escalation Rules
88(4)
Enable Solutions
92(2)
Create a Solution
94(2)
Attach a Solution to a Case
96(2)
Create a Web-to-Case Form
98(2)
Create an Email-to-Case Address
100(6)
Chapter 4 Using the AppExchange
Introducing the AppExchange
106(2)
Find and Select an App
108(2)
Install an App
110(4)
Find a Developer
114(2)
Find a Consultant
116(4)
Chapter 5 Configuring Reports and Dashboards
Understanding Report Formats
120(2)
Create a Leads Report
122(2)
Create a Contacts & Accounts Report
124(1)
Create an Opportunity Report
125(1)
Add Leads to a Campaign
126(2)
Create Report Charts
128(2)
Create a Custom Report Type
130(4)
Schedule Reports
134(1)
Create a Campaign Report
135(1)
Summarize Report Data
136(2)
Create a Joined Report
138(2)
Export Reports to Excel
140(1)
Add Grouping to Reports
141(1)
Create a Report Formula
142(2)
Understanding Dashboard Components
144(2)
Create a Dashboard
146(2)
Refresh a Dashboard
148(1)
Modify Columns on Dashboards
149(1)
Add a Filter to a Dashboard
150(2)
Manage Access to Reports
152(1)
Schedule a Dashboard Refresh
153(1)
Add a Report as a Dashboard Component
154(2)
Set Up Dynamic Dashboards
156(2)
Enable Dashboards for the iPad
158(1)
Modify Report and Dashboard Features
159(1)
Activate the Report Builder on Profiles
160(4)
Chapter 6 Collaborating
Understanding Chatter
164(2)
Enable Chatter
166(4)
Enable Chatter Feeds on Accounts
170(2)
Configure Chatter Groups
172(2)
Create a Chatter Free User
174(2)
Set Up Email Notifications
176(2)
Install Chatter Desktop
178(4)
Enable Salesforce-to-Salesforce
182(2)
Configure Salesforce-to-Salesforce
184(4)
Share an Account
188(4)
Accept a Connection
192(4)
Enable Ideas
196(4)
Configure Ideas Themes
200(2)
Enable Social Contacts
202(4)
Enable Libraries and Content
206(4)
Customize Libraries and Content
210(4)
Upload Documents to Content
214(4)
Leave Feedback on Documents in Content
218(2)
Configure Salesforce1
220(4)
Chapter 7 Configuring Security
View Object Security
224(2)
Change Default Record Access
226(2)
View the Role Hierarchy
228(1)
Configure Session Settings
229(1)
Create a New Role
230(2)
Enable Field History
232(2)
Configure the Password Policy
234(2)
Configure Network Access
236(2)
Configure Remote Site Settings
238(2)
Reset a Security Token
240(1)
Grant Login Access
241(1)
Create a Validation Rule
242(2)
Disable a Validation Rule
244(2)
Create an Account Sharing Rule
246(2)
Create a Public Group
248(2)
Modify Object Settings for Profiles
250(4)
Reset a Password
254(1)
Download the Setup Audit History
255(1)
Configure Account Field-Level Security
256(2)
Restrict Login IP Ranges
258(2)
Download a Secure Certificate
260(2)
Set Up Delegated Administration
262(2)
Modify User Roles and Profiles
264(1)
Modify Login Access Policies
265(1)
Set Up an Authentication Provider
266(4)
Chapter 8 Managing Your Data
Import Leads
270(4)
Import Contacts and Accounts
274(4)
Using Mass Delete
278(2)
Install the Data Loader
280(4)
Import Records with the Data Loader
284(4)
Update Records with the Data Loader
288(4)
Delete Records with the Data Loader
292(4)
Export Records with the Data Loader
296(4)
Add a Field in the Schema Builder
300(4)
Schedule a Data Export
304(2)
Create a Sandbox
306(2)
Mass Transfer Records
308(4)
Chapter 9 Configuring Workflow
Using Workflow Rules
312(2)
Create a Workflow Rule
314(2)
Create a Workflow Field Update
316(2)
Add a Field Update to a Rule
318(2)
Create a Workflow Task
320(2)
Link a Task to a Rule
322(2)
Create an Email Alert
324(2)
Add an Email Alert to a Rule
326(2)
Index 328
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.
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