Salesforce.com<sup>®</sup> For Dummies<sup>®</sup>, 2nd Edition,9780470048931

Salesforce.com^® For Dummies^®, 2nd Edition

by Tom Wong; Liz Kao

Edition: 2nd

ISBN13: 9780470048931

ISBN10: 047004893X

Format: Paperback

Pub. Date: 2006-12-01

Publisher(s): For Dummies

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Summary

What the book covers: using salesforce.com to solve business challenges, navigating salesforce.com, personalizing your system, prospecting leads, managing accounts, developing contacts, managing activities, optimizing marketing, working with campaigns and targets, managing products and price books, analyzing data with reports, customizing salesforce.com, and more. Updated coverage of the new version: Revised throughout to cover the latest updates and enhancements made to salesforce.com. Series features: Information presented in the straightforward but fun language that has defined the Dummies series for more than a dozen years.

Introduction

(1)

Updates to the Second Edition

(1)

How to Use This Book

(1)

Foolish Assumptions

(1)

Icons Used in This Book

(3)

Part I: Salesforce Basics

(46)

Looking Over Salesforce

(8)

Using Salesforce to Solve Critical Business Challenges

(3)

Understanding your customer

(1)

Centralizing contacts under one roof

(1)

Expanding the funnel

(1)

Consolidating your pipeline

(1)

Working as a team

(1)

Collaborating with your partners

(1)

Beating the competition

(1)

Improving customer service

(1)

Accessing anytime, anywhere

(1)

Measuring the business

(1)

Extending the Value Chain

(1)

Synchronizing with Outlook

(1)

Integrating with your Web site

(1)

Connecting to other Web sites

(1)

Integrating with other applications

(1)

Managing other business processes

(1)

Deciding Which Edition Is Best for You

(3)

Navigating Salesforce

(20)

Getting Familiar with Basic Terms

(1)

Accessing Salesforce

(2)

Setting up a password

(1)

Logging in

(1)

Navigating the Home Page

(5)

Managing your calendar

(1)

Tracking your tasks

(1)

Using dashboard snapshots from the home page

(1)

Accessing information with the sidebar

(2)

Navigating the Apps

(7)

Discovering the AppExchange app menu

(1)

Finding out about the tabs

(2)

Discovering a tab home page

(4)

Using the Create New Drop-down List

(1)

Creating records

(1)

Resurrecting from the Recycle Bin

(1)

Detailing the Record

(3)

Using links and buttons on the detail page

(1)

Using custom links

(1)

Capitalizing on related lists

(1)

Getting Help and Setting Up

(1)

Personalizing Your System

(16)

Using the Personal Setup Menu

(2)

Modifying Your Personal Information

(2)

Updating your user information

(1)

Creating personal groups

(1)

Sharing your calendar

(1)

Changing Your Display

(3)

Modifying your tabs

(1)

Customizing pages

(1)

Granting login access

(1)

Optimizing Your E-Mail

(1)

Working with Salesforce Remotely

(6)

Synchronizing with Outlook

(2)

Synchronizing with Lotus Notes

(1)

Working Offline

(2)

Going wireless with AppExchange Mobile

(1)

Importing Your Contacts

(2)

Part II: Driving Sales -- the Basics

(112)

Prospecting Leads

(24)

Introducing the Lead Record

(2)

Setting Up Your Leads

(6)

Adding new leads

(1)

Cloning an existing lead

(1)

Importing your leads

(3)

Sharing your leads

(1)

Organizing Your Leads

(4)

Using lead views

(1)

Creating custom lead views

(1)

Accepting leads from a queue

(2)

Following Up on Leads

(6)

Finding and merging duplicate lead records

(1)

Tracking leads with related lists

(2)

Updating lead fields

(1)

Converting qualified leads

(2)

Maintaining Your Lead Database

(6)

Making use of lead queues

(1)

Creating assignment rules for automatic routing

(1)

Transferring leads

(1)

Changing the status of multiple records

(1)

Mass deleting lead records

(2)

Managing Accounts

(20)

Getting Familiar with the Account Record

(2)

Understanding standard fields

(1)

Customizing account fields

(1)

Creating and Updating Your Accounts

(4)

Adding new accounts

(2)

Updating account fields

(1)

Sharing accounts with others

(2)

Organizing Your Accounts

(6)

Using account views

(1)

Creating custom account views

(1)

Making use of the Recent Accounts section

(1)

Reassigning account ownership

(2)

Building parent/child relationships

(2)

Performing Actions with Account Related Lists

(3)

Defining contact roles

(1)

Establishing account teams

(1)

Displaying an account's opportunities

(1)

Viewing cases

(1)

Maintaining Your Account Database

(4)

Merging duplicate records

(1)

Deleting account records

(3)

Developing Contacts

(18)

Understanding the Contact Record

100

(1)

Customizing Contact Information

100

(1)

Entering and Updating Your Contacts

101

(7)

Entering new contacts

101

(2)

Importing your contacts and accounts

103

(4)

Updating contact fields

107

(1)

Cloning an existing contact

108

(1)

Organizing Your Contacts

108

(3)

Using contact views

108

(2)

Creating custom contact views

110

(1)

Using the Recent Contacts Section

111

(2)

Reassigning contact ownership

111

(1)

Developing organizational charts

112

(1)

Performing Actions with Contact Related Lists

113

(2)

Merging Duplicate Records

115

(2)

Managing Activities

117

(18)

Looking Over Activities

118

(1)

Creating Activities

118

(6)

Creating an event

119

(2)

Creating a task

121

(2)

Logging a call

123

(1)

Organizing and Viewing Activities

124

(6)

Viewing activities from a record's related lists

125

(1)

Looking at your home page planner

125

(2)

Viewing group calendars with Multi User View

127

(1)

Looking at other users' calendars from the home page

128

(1)

Sharing your calendar

129

(1)

Updating Activities

130

(2)

Assigning activities

131

(1)

Completing a task

131

(1)

Synchronizing with Microsoft Outlook

132

(1)

Synchronizing with Lotus Notes

133

(2)

Sending E-Mail

135

(14)

Understanding E-Mail Fields in Salesforce

136

(1)

Setting Up Your E-Mail

136

(3)

Personalizing your e-mail settings

136

(1)

Building personal e-mail templates

137

(2)

Sending E-Mail from Salesforce

139

(3)

Creating and sending e-mail

139

(2)

Using e-mail templates

141

(1)

Attaching files to e-mails

142

(1)

Sending Mass E-Mail

142

(2)

Tracking E-Mail

144

(1)

Viewing e-mails in Activity History

144

(1)

Tracking HTML e-mails

144

(1)

Integrating with Outlook E-Mail and Lotus Notes

145

(4)

Moving sent or received Outlook e-mail

146

(1)

Sending outbound e-mail from Outlook

147

(1)

Synchronizing with Lotus Notes

148

(1)

Tracking Opportunities

149

(16)

Getting Familiar with the Opportunity Record

150

(1)

Entering Opportunities

151

(2)

Adding new opportunities

151

(2)

Cloning an opportunity

153

(1)

Modifying Opportunity Records

153

(3)

Updating opportunity fields

154

(1)

Sharing opportunities with others

154

(1)

Reassigning opportunity ownership

155

(1)

Organizing Your Opportunities

156

(3)

Using opportunity views

157

(1)

Creating custom opportunity views

158

(1)

Performing Actions with Opportunity Related Lists

159

(6)

Defining contact roles

160

(1)

Establishing sales teams

161

(1)

Tracking competitors

162

(3)

Part III: Driving Sales -- The Next Level

165

(50)

Tracking Products and Price Books

167

(18)

Discovering Products and Price Books

168

(1)

Defining standard product fields

168

(1)

Understanding the different types of pricing

169

(1)

Using Products and Price Books

169

(5)

Adding products to opportunities

170

(1)

Updating product details for an opportunity

171

(1)

Adding and updating schedules on opportunities

172

(1)

Searching for products

173

(1)

Creating custom views for products and price lists

174

(1)

Building the Product Catalog

174

(2)

Planning products for success

174

(1)

Adding products to the product catalog

175

(1)

Changing product details in the product catalog

175

(1)

Setting Up Schedules

176

(2)

Enabling schedules for your company

176

(1)

Adding and updating a default schedule

177

(1)

Managing Price Books

178

(7)

Adding to the standard price book

179

(1)

Creating a custom price book

180

(1)

Adding products to a custom price book

180

(1)

Making global changes to price books

181

(4)

Calculating Forecasts

185

(16)

Getting Familiar with Forecasts

185

(2)

Updating Forecasts

187

(6)

Viewing your forecasts

187

(1)

Editing forecasts and applying overrides

188

(4)

Submitting your forecast

192

(1)

Setting up Customizable Forecasts

193

(8)

Updating standard fiscal year settings

193

(1)

Modifying the forecast settings

194

(2)

Adjusting the forecast role hierarchy

196

(1)

Activating Customizable Forecasts

197

(1)

Assigning Quotas to Forecasts

198

(3)

Managing Your Partners

201

(14)

Understanding the Partner Lifecycle

202

(2)

Understanding a day in the life of a channel manager

202

(1)

Understanding a day in the life of a partner

203

(1)

Managing Partners with Salesforce PRM

204

(2)

Creating partner accounts and contacts

204

(1)

Assigning leads to partners

205

(1)

Recruiting partners

205

(1)

Accessing Salesforce PRM as a Partner

206

(5)

Understanding your PRM Portal home page

206

(3)

Viewing and updating your leads

209

(1)

Managing your opportunities

210

(1)

Setting Up Salesforce PRM for your Channel Team

211

(4)

Granting partners access to Salesforce PRM

211

(1)

Customizing the PRM Portal

212

(3)

Part IV: Optimizing Marketing

215

(32)

Driving Demand with Campaigns

217

(18)

Understanding Campaigns

217

(4)

Creating a new campaign

219

(1)

Modifying the member status

220

(1)

Building Target Lists

221

(5)

Using rented lists

221

(1)

Importing new campaign members

221

(2)

Targeting existing members with the Integrated Campaign Builder

223

(3)

Executing Campaigns

226

(1)

Delivering an online campaign

226

(1)

Executing an offline campaign

227

(1)

Tracking Responses

227

(8)

Capturing leads from Web forms

227

(1)

Generating HTML

228

(1)

Viewing and testing the form

229

(1)

Manually updating member statuses

230

(1)

Mass updating campaign statuses

231

(4)

Driving Sales Effectiveness with Documents

235

(12)

Understanding the Document Library

236

(1)

Organizing Your Documents

236

(2)

Building folders

236

(1)

Viewing document lists

237

(1)

Adding Documents

238

(3)

Uploading a document

239

(1)

Linking to an external file

240

(1)

Using Documents

241

(3)

Searching for documents

242

(1)

Searching through folders

243

(1)

Sending documents by e-mail

243

(1)

Maintaining the Document Library

244

(3)

Editing document records

244

(1)

Updating documents

245

(1)

Deleting documents

246

(1)

Part V: Delivering Excellent Service

247

(52)

Understanding Salesforce Service & Support

249

(14)

Walking through a Day in the Life of a Sales Rep

250

(1)

Understanding the Case Record

250

(2)

Creating a Case

252

(2)

Validating the contact

252

(1)

Entering new cases

253

(1)

Managing Cases

254

(3)

Updating case fields

254

(1)

Reassigning case ownership

255

(1)

Getting a clue on views and queues

255

(2)

Creating custom case views

257

(1)

Researching and Resolving Cases

257

(3)

Understanding solutions

258

(1)

Finding solutions

258

(1)

Attaching solutions to a case

259

(1)

Communicating the Solution

260

(3)

Responding with standard email templates

260

(1)

Working with Email-to-Case

260

(1)

Closing a case

261

(2)

Preparing Salesforce Service & Support

263

(18)

Preparing Your Salesforce Service & Support Strategy

264

(1)

Automating Case Management

264

(5)

Adding case queues

265

(1)

Using assignment rules for routing

265

(1)

Automating case escalation

266

(3)

Building the Knowledge Base

269

(3)

Defining the review process

269

(1)

Defining categories

270

(1)

Customizing solutions

271

(1)

Writing solutions

271

(1)

Reviewing solutions

271

(1)

Publishing your knowledge base

271

(1)

Capturing and Associating Cases Efficiently

272

(2)

Helping Customers Help Themselves

274

(3)

Launching a self-service portal

275

(2)

Managing self-service users

277

(1)

Improving Team Productivity

277

(4)

Using the agent console

277

(1)

Managing service entitlements

278

(1)

Verifying contracts

279

(1)

Tracking assets

280

(1)

Analyzing Data with Reports

281

(18)

Discovering Reports

282

(2)

Navigating the Reports home page

282

(1)

Displaying a report

283

(1)

Developing Reports with the Wizard

284

(8)

Building a report from scratch

284

(3)

Customizing existing reports

287

(1)

Building custom summary formulas

288

(2)

Adding conditional highlighting

290

(2)

Filtering on a Report

292

(4)

Using the Org Drill Down feature

292

(1)

Using the Report Options section

293

(1)

Hiding and showing details

294

(1)

Filtering with the drill down menu

294

(1)

Clearing filters

295

(1)

Exporting Reports to Excel

296

(1)

Organizing Your Reports

297

(2)

Creating new folders

297

(1)

Reordering multiple folders

298

(1)

Maintaining your report library

298

(1)

Part VI: Measuring the Overall Business Performance

299

(34)

Seeing the Big Picture with Dashboards

301

(14)

Figuring Out Dashboards

301

(3)

Breaking down basic elements

302

(1)

Planning useful dashboards

303

(1)

Building Dashboards

304

(5)

Generating a sample dashboard

304

(1)

Cloning a dashboard

305

(1)

Developing a dashboard from scratch

306

(3)

Updating Dashboards

309

(2)

Editing dashboard properties

309

(1)

Editing a component

310

(1)

Modifying the layout

310

(1)

Refreshing the dashboard

310

(1)

Organizing Your Dashboards

311

(4)

Viewing dashboard lists

312

(1)

Building dashboard folders

312

(3)

Fine-Tuning the Configuration

315

(18)

Figuring Out Configuration

316

(1)

Breaking down basic elements

316

(1)

Planning configuration to achieve success

317

(1)

Verifying Your Company Profile

317

(3)

Updating your company information

318

(1)

Defining fiscal years

318

(2)

Defining the Role Hierarchy

320

(1)

Defining Your Sharing Model

321

(4)

Setting organization-wide defaults

322

(1)

Creating groups

323

(1)

Granting greater access with sharing rules

324

(1)

Setting Up Profiles

325

(3)

Reviewing the standard profiles

325

(1)

Creating custom profiles

326

(2)

Adding Users to Salesforce

328

(1)

Using Other Security Controls

329

(4)

Setting field-level security

329

(1)

Delegating administration

330

(3)

Part VII: Designing the Salesforce Solution

333

(54)

Customizing Salesforce

335

(22)

Discovering Customization

336

(1)

Breaking down basic elements

336

(1)

Customizing for relevance

337

(1)

Building and Editing Fields

337

(5)

Adding fields

338

(1)

Viewing and updating fields

339

(1)

Replicating your key standard processes

339

(1)

Understanding custom formula fields

340

(2)

Using Custom Buttons and Links

342

(1)

Customizing Page and Search Layouts

343

(4)

Modifying a page layout

344

(1)

Assigning layouts to profiles

345

(1)

Changing search layouts

346

(1)

Managing Multiple Business Processes

347

(2)

Managing Record Types

349

(2)

Creating Dependent Picklists

351

(1)

Managing Workflow & Approvals

352

(5)

Creating workflow rules

353

(1)

Assigning workflow tasks

354

(1)

Using workflow alerts

354

(3)

Extending Salesforce Beyond CRM

357

(18)

Understanding the AppExchange Platform

357

(2)

Preparing Your AppExchange Strategy

359

(1)

Creating Custom Apps with AppExchange Builder

360

(7)

Setting Up the Custom App

360

(1)

Building Your Custom Objects

361

(1)

Modifying custom objects

362

(3)

Creating Custom Tabs

365

(2)

Sharing Apps on the AppExchange Directory

367

(5)

Trying out the AppExchange directory

368

(1)

Browsing the AppExchange directory

369

(2)

Installing AppExchange apps

371

(1)

Deploying AppExchange Apps for Your Organization

372

(3)

Testing your AppExchange apps

372

(1)

Running through typical scenarios

373

(1)

Deploying the solution

374

(1)

Migrating and Maintaining Your Data

375

(12)

Understanding Your Options for Data Migration

376

(1)

Using import wizards

376

(1)

Investigating AppExchange Data Loader

376

(1)

Migrating Your Legacy Data

377

(4)

Determining your data sources

378

(1)

Preparing your data

378

(1)

Testing the import

379

(1)

Analyzing the test data results

379

(1)

Migrating your final data

380

(1)

Validating your data

380

(1)

Augmenting your data

381

(1)

Managing Your Salesforce Database

381

(5)

Backing up your data

381

(1)

Mass transferring records

382

(1)

Mass updating addresses

383

(1)

Mass deleting records

384

(2)

Getting Help with Complex Data Tasks

386

(1)

Part VIII: The Part of Tens

387

(12)

Ten Ways to Drive More Productivity

389

(4)

Finding the Top Five Resources

390

(1)

Revisiting Five Great Productivity Tools

391

(2)

Ten Keys to a Successful Implementation

393

(6)

Identifying Your Executive Sponsor

393

(1)

Building Your Project Team

394

(1)

Evaluating Your Processes

394

(1)

Gathering Requirements

394

(1)

Defining Your Scope and Prioritizing Initiatives

395

(1)

Modeling Salesforce to Your Business

395

(1)

Customizing for User Relevance

395

(1)

Importing Clean Data

396

(1)

Building a Comprehensive Training Plan

396

(1)

Connecting with Peers

396

Bonus Chapter: Improving Communication with Standard Templates www.dummies.com/go/salesforce

Understanding Standard Templates

(1)

Planning Your E-Mail Templates

(2)

Understanding the possibilities

(1)

Setting up e-mail template folders

(1)

Creating E-Mail Templates

(5)

Creating a text e-mail template

(1)

Generating merge fields for e-mail

(1)

Creating a standard HTML letterhead

(1)

Creating an HTML template with a letterhead

(1)

Creating a custom HTML template

(1)

Setting Up Your Mail Merge Templates

(2)

Uploading your mail merge templates

(1)

Running a Mail Merge

(388)

Index

399

Kids

Men

Women

For You

For Your Car

For Your Home

For Your Pet

For Your Tech

Artwork

Cooking Essentials

Decorations

Games

Gift Wraps

Holiday

Home Decor

Mascot

Office Decor

Outdoor/Recreation

Sporting

Graduation Gear

Graduation Gifts

Art Supplies

For Your Office

Office Supplies

School Supplies

Clothing

Accessories

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Salesforce.com® For Dummies®, 2nd Edition

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