The highly visual, step-by-step guide to getting the most out of Salesforce.comTeach 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 needsMaster the latest and most helpful featuresPersonalize your system for a tailor-made CRM solutionManage accounts, develop contacts, track inventory, and more
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
Configure Session Settings 229
Create a New Role 230
Enable Field History 232
Configure the Password Policy 234
Configure Network Access 236
Configure Remote Site Settings 238
Reset a Security Token 240
Grant Login Access 241
Create a Validation Rule 242
Disable a Validation Rule 244
Create an Account Sharing Rule 246
Create a Public Group 248
Modify Object Settings for Profiles 250
Reset a Password 254
Download the Setup Audit History 255
Configure Account Field-Level Security 256
Restrict Login IP Ranges 258
Download a Secure Certificate 260
Set Up Delegated Administration 262
Modify User Roles and Profiles 264
Modify Login Access Policies 265
Set Up an Authentication Provider 266
Chapter 8 Managing Your Data
Import Leads 270
Import Contacts and Accounts 274
Using Mass Delete 278
Install the Data Loader 280
Import Records with the Data Loader 284
Update Records with the Data Loader 288
Delete Records with the Data Loader 292
Export Records with the Data Loader 296
Add a Field in the Schema Builder 300
Schedule a Data Export 304
Create a Sandbox 306
Mass Transfer Records 308
Chapter 9 Configuring Workflow
Using Workflow Rules 312
Create a Workflow Rule 314
Create a Workflow Field Update 316
Add a Field Update to a Rule 318
Create a Workflow Task 320
Link a Task to a Rule 322
Create an Email Alert 324
Add an Email Alert to a Rule 326
Index 328