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$19.99 For Dummies, 6th Edition

Liz Kao, Jon Paz

ISBN: 978-1-119-23932-1 April 2016 464 Pages

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Your all-access guide to reaping the benefits of has a rapidly expanding influence over the way companies across the globe interact with their clientele. Written by insiders with years of experience in customer relationship management (CRM) solutions, For Dummies gives you an edge in building relationships and managing your company's sales, marketing, customer service, and support operations. You'll discover how to organize contacts, schedule business appointments, use forecasting tools to predict upcoming sales, create accurate projects based on past performance, and so much more.

A customizable, on-demand CRM solution, allows businesses to organize and manage all of their customer information—leads, opportunities, contacts, accounts, cases, and solutions—in one place. Whether you're a Windows or Mac user, this down-to-earth, friendly guide shows you how to maximize's capabilities to close deals faster, gain real-time visibility into sales, and collaborate instantly.

  • Customize the new user interface with apps, widgets, and tools
  • Prospect leads, drive sales, and provide outstanding customer service
  • Manage contacts, identify opportunities, and analyze your results
  • Collaborate with colleagues using Chatter

If you're new to or an existing user looking for the latest tips and tricks to maximize its potential, this friendly guide has you covered.

Introduction 1

Part 1: Introducing Salesforce 5

CHAPTER 1: Customer Relationship Management at a Glance 7

CHAPTER 2: Discovering’s Products 13

Part 2: Understanding Salesforce Features 21

CHAPTER 3: Navigating Salesforce 23

CHAPTER 4: Personalizing Salesforce 45

CHAPTER 5: Working in Salesforce 63

CHAPTER 6: Collaborating in the Cloud 91

Part 3: Closing More Deals with Sales Cloud 107

CHAPTER 7: Tracking Leads 109

CHAPTER 8: Using Accounts 131

CHAPTER 9: Developing Contacts 141

CHAPTER 10: Tracking Opportunities 153

CHAPTER 11: Tracking Products and Price Books 165

CHAPTER 12: Managing Your Partners 183

Part 4: Providing Support with Service Cloud 195

CHAPTER 13: Tracking the Support Life Cycle with Cases 197

CHAPTER 14: Diversifying Your Support Channels 205

Part 5: Generating Demand with Marketing Cloud 217

CHAPTER 15: Creating Campaigns with Marketing Cloud 219

CHAPTER 16: Driving Sales Effectiveness with Salesforce Content 241

Part 6: Mastering Basic Salesforce Administration 253

CHAPTER 17: Performing Common Configurations 255

CHAPTER 18: Diving Deeper into Standard Object Setup 287

CHAPTER 19: Building Custom Apps 301

CHAPTER 20: Introducing the Lightning Experience 317

CHAPTER 21: Accessing the Right Data with User Permissions 331

CHAPTER 22: Managing Data 351

Part 7: Measuring Overall Business Performance 365

CHAPTER 23: Analyzing Data with Reports 367

CHAPTER 24: Seeing the Big Picture with Dashboards 387

Part 8: The Part of Tens 403

CHAPTER 25: Ten Ways to Drive More Productivity 405

CHAPTER 26: Ten Keys to a Successful Implementation 409

Index 415