Efnisyfirlit

• Cover
• 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
    • Looking to Customer Relationship Management to Solve Critical Business Challenges
    • Selecting Salesforce as Your Customer Relationship Management System
  • Chapter 2: Discovering Salesforce.com’s Products
    • Using Sales Cloud to Win More Deals
    • Generating Better Leads with Marketing Cloud
    • Providing Excellent Customer Service with Service Cloud
    • 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
    • Explaining the Lightning Experience
    • Navigating the tabs
    • Navigating a record in the Lightning Experience
  • Chapter 4: Personalizing Salesforce
    • Completing Your Profile Page
    • Using the Settings Menu
    • Modifying Your Personal Information
    • Setting Up Salesforce for Your Mobile Device
    • Importing Your Contacts
    • Working with Salesforce Remotely
  • Chapter 5: Working in Salesforce
    • Managing Records
    • Detailing the Record
    • Reviewing Activities
    • Creating Activities
    • Organizing and Viewing Activities
    • Updating Activities
    • Understanding Email Fields in Salesforce
    • Setting Up Your Email
    • Sending Email from Salesforce
    • Getting Help and Set Up
  • Chapter 6: Collaborating in the Cloud
    • Preparing to Use Chatter
    • Understanding Key Chatter Terms
    • Turning On Chatter
    • Locating Chatter
    • Profiling Yourself
    • Keeping Everyone Informed with Posts
    • Choosing What to Follow
    • Being Part of a Group
    • Managing Chatter Notifications
    • Using Chatter Effectively
• Part 3: Closing More Deals with Sales Cloud
  • Chapter 7: Tracking Leads
    • Introducing the Lead Record
    • Setting Up Your Leads
    • Accepting Leads from a Queue
    • Following Up on Leads
    • Maintaining Your Lead Database
  • Chapter 8: Using Accounts
    • Getting Familiar with the Account Record
    • Performing Actions with Account Related Lists
    • Maintaining Your Account Database
  • Chapter 9: Developing Contacts
    • Understanding the Contact Record
    • Customizing Contact Information
    • Entering and Updating Your Contacts
    • Organizing Your Contacts
    • Developing Organizational Charts
  • Chapter 10: Tracking Opportunities
    • Getting Familiar with the Opportunity Record
    • Entering Opportunities
    • Modifying Opportunity Records
    • Following Opportunities with Chatter
  • Chapter 11: Tracking Products and Price Books
    • Discovering Products and Price Books
    • Using Products and Price Books
    • Building the Product Catalog
    • Setting Up Schedules
    • Managing Price Books
  • Chapter 12: Managing Your Partners
    • Understanding the Partner Life Cycle
    • Preparing for Your Salesforce PRM Implementation
• Part 4: Providing Support with Service Cloud
  • Chapter 13: 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
    • Managing Cases
    • Communicating the Outcome
  • Chapter 14: Diversifying Your Support Channels
    • Preparing Your Salesforce Service Cloud Strategy
    • Delighting Customers with Multi-Channel Support
• Part 5: Empowering Marketing to Generate Measurable Demand
  • Chapter 15: Creating Marketing Campaigns to Drive Demand
    • Understanding Campaigns
    • Building Target Lists
    • Executing Campaigns
    • Tracking Responses
  • Chapter 16: Driving Sales Effectiveness with Salesforce Files and Content
    • Understanding Content in Salesforce
    • Learning about Files
    • Using Files
    • Creating Libraries
    • Adding Files
• Part 6: Mastering Basic Salesforce Administration
  • Chapter 17: Performing Common Configurations
    • Discovering the Power of Customization
    • Building and Editing Fields
    • Customizing List Views
    • Working with Records
    • Creating Dependent Picklists
    • Customizing Page, Search, and Compact Layouts
    • Using the Lightning App Builder to Build Lightning Experience Page Layouts
    • Using Record Types
    • Managing Workflow and Approvals
    • Understanding the Process Builder
    • Creating Actions
  • Chapter 18: Diving Deeper into Standard Object Setup
    • Configuring Sales-Specific Settings
    • Managing Marketing-Related Settings
    • Setting Customizations for Your Service Organizations
  • Chapter 19: Building Custom Apps
    • Understanding Elements of the Lightning Platform
    • Preparing Your Custom App Strategy
    • Creating Custom Objects
    • Creating Custom Apps
    • Understanding the AppExchange
  • Chapter 20: Accessing the Right Data with User Permissions
    • Understanding User Administration
    • Establishing Data Access Concepts
    • Defining Your Sharing Model
    • Setting Up Profiles
    • Defining the Role Hierarchy
    • Using Other Security Controls
  • Chapter 21: Managing Data
    • Understanding Your Options for Data Migration
    • Migrating Your Legacy Data
    • Managing Your Salesforce Database
    • Getting Help with Complex Data Tasks
• Part 7: Measuring Overall Business Performance
  • Chapter 22: Analyzing Data with Reports
    • Discovering Reports
    • Creating Your Own Reports
    • Filtering Reports Efficiently
    • Exporting Reports to Excel
    • Organizing Reports
    • Mastering Reports
  • Chapter 23: Seeing the Big Picture with Dashboards
    • Figuring Out Dashboards
    • Building Dashboards
    • Organizing Your Dashboards
• Part 8: The Part of Tens
  • Chapter 24: Ten Ways to Drive More Productivity
    • Salesforce Trailhead
    • Dreamforce Conference
    • Salesforce Trailblazer Community
    • Salesforce.com Local User Groups
    • Salesforce Trailhead Academy
    • Salesforce Colored Favicons
    • Field Trip
    • ORGanizer
    • Perm Comparator
    • Gmail Sidebar in Salesforce
  • Chapter 25: Ten Keys to a Successful Migration to Lightning
    • Understanding Why the Transition Needs to Happen Now
    • Identifying Your Executive Sponsor
    • Building Your Project Team
    • Evaluating Your Current Customizations
    • Planning Your Change Management Strategy
    • Defining Your Scope and Prioritizing Initiatives
    • Confirming the Lightning Experience for Your Business
    • Customizing for User Relevance
    • Building a Comprehensive Training Plan
    • Connecting with Peers
• Index
• About the Author
• Advertisement Page
• Connect with Dummies
• End User License Agreement

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