Salesforce for Beginners: A step-by-step guide to creating, managing, and automating sales and marketing processes

Description

Get a 360-degree view of the Salesforce platform and learn how to use it for sales, service, marketing, and automating business processes. Key Features Understand how to use core Salesforce objects for maximum efficiency Build various dashboards and reports to analyze results and improve visibility in your business processes Learn the basics of Salesforce administration and mobile app set up Book Description 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. What you will learn Understand the difference between Salesforce Lightning and Salesforce Classic Create and manage leads in Salesforce Explore business development with accounts and contacts in Salesforce Find out how stages and sales processes help you manage your opportunity pipeline Achieve marketing goals using Salesforce campaigns Perform business analysis using reports and dashboards Gain a high-level overview of the items in the administration section Grasp the different aspects needed to build an effective and flexible Salesforce security model Who this book is for If you're new to Salesforce and want to learn it from scratch, this book is for you. No prior knowledge of Salesforce is required to get started with this book. Cover Title Page Copyright and Credits Dedication About Packt Contributors Table of Contents Preface Section 1: Salesforce for Sales, Marketing, and Customer Relationship Management Chapter 1: Getting Started with Salesforce and CRM What is CRM? Classic versus Lightning Login and navigation App Launcher      Search List views Salesforce Chatter Personal settings Summary Questions Further reading Chapter 2: Understanding Salesforce Activities Technical requirements Navigating to activities Tasks Business use case Creating tasks Logging a call Business use case Logging a call Task List View Viewing tasks on the home page Creating events and calendar entries Understanding Events Business use case Creating an event Salesforce calendar Sending emails and email integration options Business use case Sending an email Using Gmail integration options  Using Outlook integration options Summary Questions Further reading Chapter 3: Creating and Managing Leads Technical requirements Understanding leads A business use case Creating 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 Using the lead settings Using lead processes Summary Questions Further reading Chapter 4: Business Development with Accounts and Contacts Technical requirements Understanding how accounts work A business use case Creating an account Moving toward creating contacts A business use case Creating a contact Understanding relationships A business use case Enabling relationships  Adding relationships Removing relationships Summary Questions Further reading Chapter 5: Using Opportunities Effectively Technical requirements Using opportunities Business use case Creating an opportunity Using the opportunity stages and the sales path Understanding contact roles Using products and price books Using quotes Using forecasting Summary Questions Further reading Chapter 6: Achieving Business Goals Using Campaigns Technical requirements Using campaigns A business use case Creating a campaign Using campaign members Adding leads as campaign members Adding contacts as campaign members Viewing the campaign history of leads and contacts Sending the list of campaign members an email Using campaign hierarchies Using third-party apps with campaigns Summary Questions Further reading Chapter 7: Enhancing Customer Service Using Cases Technical requirements Using Cases to enhance customer service Business use case Creating a Case Using Case Status to drive the process 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 Chapter 8: Business Analysis Using Reports and Dashboards Technical requirements Using reports to understand data Business use case Creating a report Using grouping to create report types Using grouping to create summary reports Using grouping to create Matrix reports Adding a chart to a report Saving and running a report Using dashboards to visualize data Summary Questions Further reading Section 2: Salesforce Administration Chapter 9: Setup and Configuration Technical requirements Navigating to the Setup page Using the ADMINISTRATION section  Users Data Email Using the PLATFORM TOOLS section  Apps Feature settings Einstein Objects and Fields Events Process Automation User Interface Custom Code Development Environments User Engagement Integrations Notification Builder The SETTINGS section  Company Settings Data Classification Identity Security Optimizer Using the Object Manager settings Summary Questions Further reading Chapter 10: An Overview of Sharing and Visibility Technical requirements Using organization-wide defaults A business use case Setting up org-wide defaults Role hierarchy A business use case Using the role hierarchy Using sharing rules A business use case Applying sharing rules Ownership-based sharing Criteria-based sharing rules Team access A business use case Using team access Profiles A business use case Using profiles Permission sets A business use case Using permission sets Additional sharing and visibility features System and user permissions Implicit sharing Apex sharing Summary Questions Further reading Chapter 11: Using Sandboxes and Change Sets Technical requirements Creating and using sandboxes Business use case Creating a sandbox Using different types of sandboxes Developer sandboxes Developer Pro sandboxes Partial Copy sandboxes Full Copy sandboxes Creating change sets Business use case Creating change sets  Deploying change sets Summary Questions Further reading Chapter 12: Configuring Objects for Your Business Technical requirements Creating custom objects Business use case Creating a custom object Creating custom fields Creating and using page layouts Creating and using record types Adding a certification to a contact Summary Questions Further reading Chapter 13: Third-Party Applications and Salesforce Mobile Technical requirements Using third-party applications Managed and unmanaged package applications Business use case Using Salesforce AppExchange Installing third-party applications Uninstalling third-party applications  Configuring Salesforce Mobile using the Mobile App Quickstart Business use case Summary Questions Further reading Section 3: Automating Business Processes Using Salesforce Chapter 14: Understanding the Workflow Rules Technical requirements Creating workflow rules Business use case Creating workflow rules Setting evaluation and rule criteria Creating immediate workflow actions Creating time-dependent workflow actions Testing the workflow Summary Questions Further reading Chapter 15: Implementing Process Builder Technical requirements Creating a process Business use case 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 Chapter 16: Approval Processes Technical requirements Creating an approval process Business use case 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 Chapter 17: Assignment Rules Technical requirements Creating lead assignment rules Business use case Creating lead assignment rules Creating a queue Business use case Creating a queue Creating case assignment rules Business use case Creating case assignment rules Assignment rules in action Summary Questions Further reading Assessments Other Books You May Enjoy Index