Salesforce for Dummies
Salesforce gives your business an edge in tracking relationships and managing sales, marketing, customer service, and support operations. Salesforce For Dummies help you take advantage of key platform functionality and focus on making the most of its many features. Learn best practices to determine...
| Autor principal: | |
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| Otros Autores: | |
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Newark :
John Wiley & Sons, Incorporated
2024.
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| Edición: | 8th ed |
| Colección: | --For dummies.
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009811314506719 |
Tabla de Contenidos:
- Intro
- 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 CRM to Solve Critical Business Challenges
- Expanding the funnel
- Consolidating your pipeline
- Collaborating effectively with your colleagues
- Working as a team
- Beating the competition
- Improving the customer experience
- Measuring the business
- Selecting Salesforce as Your CRM System
- Chapter 2 Discovering Salesforce 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
- Reviewing the Lightning Experience
- Navigating the home page
- Finding records with Search
- Defining apps
- Uncovering the App Launcher
- Managing your calendar
- Tracking your tasks
- Navigating the Tabs
- Accessing shortcuts from the navigation bar drop-down menus
- Creating new records
- Getting to recent records
- Revisiting recent lists
- Discovering a tab home page.
- Reviewing tab-specific buttons
- Using the View drop-down list
- Building a custom list view
- 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
- Part 3 Closing More Deals with Sales Cloud
- Chapter 6 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 7 Using Accounts
- Getting Familiar with the Account Record
- Getting accustomed to 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 8 Developing Contacts
- Understanding the Contact Record
- Customizing Contact Information
- Entering and Updating Your Contacts
- Entering new Contacts
- Importing your Contacts and Accounts
- Updating Contact fields
- Cloning existing Contacts
- Organizing Your Contacts
- Using Contact list views
- Creating custom Contact views
- Developing Organizational Charts
- Chapter 9 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
- Defining Contact Roles
- Using Opportunity Teams
- Associating an Opportunity Team to your Opportunity
- Following Opportunities with Chatter
- Chapter 10 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
- Changing activation on Price Books
- Cloning Price Books
- Deleting Price Books
- Part 4 Providing Support with Service Cloud
- Chapter 11 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 12 Diversifying Your Support Channels
- Preparing Your Salesforce Service Cloud Strategy
- Planning the implementation
- Identifying your support channels
- Delighting Customers with Multichannel Support
- Web-to-Case
- Preparing for Web-to-Case
- Enabling Web-to-Case
- Email-to-Case
- Computer Telephony Integration (CTI)
- Salesforce Chat
- Enabling Chat
- Adding Chat users
- Granting Chat users the right permissions
- Adding skills
- Part 5 Empowering Marketing to Generate Measurable Demand
- Chapter 13 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
- Adding Campaign members from a Campaign record
- Adding Campaign members from a list view
- Adding Campaign members from a custom report
- Executing Campaigns
- Delivering an online Campaign
- Executing an offline Campaign
- Tracking Responses
- Using Web-to-Lead forms
- Enabling Web-to-Lead
- Generating HTML
- Viewing and testing the form
- Mass-updating Campaign member statuses.
- Chapter 14 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 15 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
- Chapter 16 Automating Processes with Flows
- Going with the Flow
- Evolving beyond Workflow Rules and Process Builder
- Mapping out your business processes
- Introducing Salesforce Flow
- Understanding Salesforce Flow terms and concepts
- Navigating to your Flows
- Creating Flows with Flow Builder
- Reviewing tools of the Flow Builder
- Starting with Elements
- Differentiating with Resources
- Creating a Variable
- Building a Formula
- Designing a Text Template
- Connecting with Connectors
- Building Your First Flow
- Configuring a basic Flow
- Adding an Element
- Chapter 17 Migrating Existing Automation to Flow
- Welcoming Flow and Saying Goodbye to Old Friends
- Understanding the benefits of Flow to Workflow Rules
- Understanding the benefits of Flow to Process Builder.
- Converting Existing Automations to Flows.
