Book Image

Salesforce for Beginners

By : Sharif Shaalan
Book Image

Salesforce for Beginners

By: Sharif Shaalan

Overview of this book

Salesforce is the world's leading Customer Relationship Management (CRM) software, helping businesses connect with their constituents and partners. This book will give you a comprehensive introduction to managing sales, marketing, customer relationships, and overall administration for your organization. You'll learn how to configure and use Salesforce for maximum efficiency and return on investment. You'll start by learning how to create activities, manage leads, and develop your prospects and sales pipeline using opportunities and accounts, and then understand how you can enhance marketing activities using campaigns. Packed with real-world business use cases, this Salesforce book will show you how to analyze your business information accurately to make productive decisions. As you advance, you'll get to grips with building various reports and dashboards in Salesforce to derive valuable business insights. Finally, you'll explore tools such as process builder, approval processes, and assignment rules to achieve business process automation and set out on the path to becoming a successful Salesforce Administrator. By the end of the book, you'll have learned how to use Salesforce effectively to achieve your business goals.

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Table of Contents (23 chapters)
Preface
Preface
Who this book is for
What this book covers
To get the most out of this book
Get in touch
1
Section 1: Salesforce for Sales, Marketing, and Customer Relationship Management
Section 1: Salesforce for Sales, Marketing, and Customer Relationship Management
Free Chapter
2
Getting Started with Salesforce and CRM
Getting Started with Salesforce and CRM
What is CRM?
Classic versus Lightning
Login and navigation
Salesforce Chatter
Personal settings
Summary
Questions
Further reading
3
Understanding Salesforce Activities
Understanding Salesforce Activities
Technical requirements
Navigating to activities
Creating events and calendar entries
Sending emails and email integration options
Summary
Questions
Further reading
4
Creating and Managing Leads
Creating and Managing Leads
Technical requirements
Understanding leads
Exploring the Lead Status field
Understanding how lead conversion takes place
Working on forms with web-to-lead
Setting up auto-response rules
Lead settings and lead processes
Summary
Questions
Further reading
5
Business Development with Accounts and Contacts
Business Development with Accounts and Contacts
Technical requirements
Understanding how accounts work
Moving toward creating contacts
Understanding relationships
Summary
Questions
Further reading
6
Using Opportunities Effectively
Using Opportunities Effectively
Technical requirements
Using opportunities
Understanding contact roles
Using products and price books
Using quotes
Using forecasting
Summary
Questions
Further reading
7
Achieving Business Goals Using Campaigns
Achieving Business Goals Using Campaigns
Technical requirements
Using campaigns
Using campaign members
Using campaign hierarchies
Using third-party apps with campaigns
Summary
Questions
Further reading
8
Enhancing Customer Service Using Cases
Enhancing Customer Service Using Cases
Technical requirements
Using Cases to enhance customer service
Using escalation rules for quicker case resolution
Using Web-to-Case to create cases
Using Email-to-Case to create Cases
Summary
Questions
Further reading
9
Business Analysis Using Reports and Dashboards
Business Analysis Using Reports and Dashboards
Technical requirements
Using reports to understand data
Using dashboards to visualize data
Summary
Questions
Further reading
10
Section 2: Salesforce Administration
Section 2: Salesforce Administration
11
Setup and Configuration
Setup and Configuration
Technical requirements
Navigating to the Setup page
Using the ADMINISTRATION section
Using the PLATFORM TOOLS section
The SETTINGS section
Using the Object Manager settings
Summary
Questions
Further reading
12
An Overview of Sharing and Visibility
An Overview of Sharing and Visibility
Technical requirements
Using organization-wide defaults
Role hierarchy
Using sharing rules
Team access
Profiles
Permission sets
Additional sharing and visibility features
Summary
Questions
Further reading
13
Using Sandboxes and Change Sets
Using Sandboxes and Change Sets
Technical requirements
Creating and using sandboxes
Using different types of sandboxes
Creating change sets
Deploying change sets
Summary
Questions
Further reading
14
Configuring Objects for Your Business
Configuring Objects for Your Business
Technical requirements
Creating custom objects
Creating custom fields
Creating and using page layouts
Creating and using record types
Adding a certification to a contact
Summary
Questions
Further reading
15
Third-Party Applications and Salesforce Mobile
Third-Party Applications and Salesforce Mobile
Technical requirements
Using third-party applications
Configuring Salesforce Mobile using the Mobile App Quickstart
Summary
Questions
Further reading
16
Section 3: Automating Business Processes Using Salesforce
Section 3: Automating Business Processes Using Salesforce
17
Understanding the Workflow Rules
Understanding the Workflow Rules
Technical requirements
Creating workflow rules
Setting evaluation and rule criteria
Creating immediate workflow actions
Creating time-dependent workflow actions
Testing the workflow
Summary
Questions
Further reading
18
Implementing Process Builder
Implementing Process Builder
Technical requirements
Creating a process
Adding an object and criteria
Setting immediate actions
Adding a second criteria
Setting scheduled actions
Finishing and testing our process
Process Builder best practice
Summary
Questions
Further reading
19
Approval Processes
Approval Processes
Technical requirements
Creating an approval process
Adding entry criteria and approver selection
Adding actions and viewing the approval steps
Enabling email approvals
The business use case in action
Summary
Questions
Further reading
20
Assignment Rules
Assignment Rules
Technical requirements
Creating lead assignment rules
Creating a queue
Creating case assignment rules
Assignment rules in action
Summary
Questions
Further reading
21
Assessments
Assessments
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Chapter 10
Chapter 11
Chapter 12
Chapter 13
Chapter 14
Chapter 15
Chapter 16
Chapter 17
22
Other Books You May Enjoy
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Business Development with Accounts and Contacts

Accounts and contacts are the foundation of a Customer Relationship Management (CRM) approach. Accounts are typically organizations that you already do business with or organizations that contain opportunities that have been converted from leads and are in the sales cycle. Contacts are people within these organizations that you have already contacted for various purposes, such as sales, marketing, or billing.

The following topics are covered in this chapter:

  • What are accounts and what are they used for?
  • What are contacts and what are they used for?
  • What are relationships and what are they used for?

With the help of these topics, we will gain skills in creating an account and we will see what an account record contains. We will also learn how to create a contact and learn what a contact record contains. Lastly, we will look at h...

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