Liz Kao - Salesforce for Dummies

Salesforce For Dummies, 7th Edition

Published by: John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030-5774, www.wiley.com

Copyright 2020 by John Wiley & Sons, Inc., Hoboken, New Jersey

Published simultaneously in Canada

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Library of Congress Control Number: 2019953291

ISBN 978-1-119-57632-7 (pbk); ISBN 978-1-119-57633-4 (ebk); ISBN 978-1-119-57631-0 (ebk)

1. Chapter 3
2. Chapter 4
3. Chapter 5
4. Chapter 6
5. Chapter 7
6. Chapter 8
7. Chapter 9
8. Chapter 10
9. Chapter 11
10. Chapter 12
11. Chapter 13
12. Chapter 15
13. Chapter 16
14. Chapter 17
15. Chapter 18
16. Chapter 19
17. Chapter 20
18. Chapter 21
19. Chapter 22
20. Chapter 23

Salesforce.com For Dummies, 7th Edition, is for users of Salesforce, including those users who have the Unlimited, Enterprise, or Professional Edition. Its for Salesforce users who want to quickly know how to use this web-based application in its new user interface, the Lightning Experience. As a web-based application, Salesforce runs in the cloud also known as software-as-a-service (SaaS) for sales, marketing, and customer service.

Dont use this book to find out how Salesforce works. Use this book to find out how you can manage your customers and your teams and close more business transactions by using Salesforce:

• If youre a sales rep, this book shows you how to navigate Salesforce to manage your leads, accounts, contacts, and opportunities. Spend less time doing administrative work and more time focused on making money.
• If youre a sales manager, this book shows you how to use Salesforce to track team activities and pipeline, shorten the ramp-up time on new hires, and pinpoint key deals that require your involvement.
• If youre in marketing, this book shows you how to use Salesforce to make an immediate and measurable impact on your sales organization. We cover how to manage campaigns and track leads to fill your funnel.
• If youre in customer service, this book shows you how to manage customer issues, from creation to resolution. Support managers will see how to improve agent productivity and customer self-sufficiency.
• If you sit on the executive team, this book shows you how to use Salesforce for internal collaboration and to measure your overall business with reports and dashboards.
• If youre an administrator or involved in your companys customer relationship management (CRM) initiative, this book gives you practical knowledge for customizing, configuring, maintaining, and successfully implementing your solution.

We show you everything you need to know to manage the life cycle of your customer relationships in Salesforce, from qualifying leads to closing opportunities to handling service agent inquiries. Along the way, we share a laugh or two. And this book can expose you to useful features and functionality that you might not have even known existed!

Note: Not all portions of this book necessarily apply to your edition of Salesforce. Different editions have varying degrees of features and functionality. We make sure to point out the differences where relevant.

This book has been revised to reflect the latest Salesforce.com product and feature offerings as of the Summer 2019 release. Also, as of this edition, we provide configuration guidance for the Lightning Experience UI, which applies to new customers and is the eventual direction for customers who are still using the Classic UI. Salesforce is an Internet-based service where new releases occur simultaneously for all customers, about three times a year, without your having to lift a finger (okay, except to just log in). Because of this model, Salesforce.com can release new versions of its product faster than many traditional software vendors and faster than we can write! We did our best to update this book to the current version of the product, but please bear in mind that new versions of Salesforce are always in the works.

Keep in mind that references to the product and company use the word