Salesforce For Dummies

Introduction 1

Part 1: Introducing Salesforce 5

Chapter 1: Customer Relationship Management at a Glance 7

Chapter 2: Discovering Salesforce Products 13

Part 2: Understanding Salesforce Features 23

Chapter 3: Navigating Salesforce 25

Chapter 4: Personalizing Salesforce 43

Chapter 5: Working in Salesforce 57

Part 3: Closing More Deals with Sales Cloud 81

Chapter 6: Tracking Leads 83

Chapter 7: Using Accounts 105

Chapter 8: Developing Contacts 113

Chapter 9: Tracking Opportunities 125

Chapter 10: Tracking Products and Price Books 139

Part 4: Providing Support with Service Cloud 155

Chapter 11: Tracking the Support Life Cycle with Cases 157

Chapter 12: Diversifying Your Support Channels 167

Part 5: Empowering Marketing to Generate Measurable Demand 177

Chapter 13: Creating Marketing Campaigns to Drive Demand 179

Chapter 14: Driving Sales Effectiveness with Salesforce Files and Content 193

Part 6: Mastering Basic Salesforce Administration 201

Chapter 15: Performing Common Configurations 203

Chapter 16: Automating Processes with Flows 229

Chapter 17: Migrating Existing Automation to Flow 249

Chapter 18: Diving Deeper into Standard Object Setup 257

Chapter 19: Building Custom Apps 271

Chapter 20: Accessing the Right Data with User Permissions 287

Part 7: Measuring Overall Business Performance 321

Chapter 22: Analyzing Data with Reports 323

Chapter 23: Seeing the Big Picture with Dashboards 343

Part 8: The Part of Tens 359

Chapter 24: Ten Ways to Drive More Productivity 361

Chapter 25: Ten Keys to a Successful Migration to Lightning 367

Index 377

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