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• Cover
• Introduction
• About This Book
• Foolish Assumptions
• Icons Used in This Book
• Beyond the Book
• Where to Go from Here
• Part 1: Introducing Salesforce
• Chapter 1: Customer Relationship Management at a Glance
• Introducing the Customer Relationship Management life cycle
• Looking to Customer Relationship Management to Solve Critical Business Challenges
• Selecting Salesforce as Your Customer Relationship Management System
• Chapter 2: Discovering Salesforce.com’s Products
• Using Sales Cloud to Win More Deals
• Generating Better Leads with Marketing Cloud
• Providing Excellent Customer Service with Service Cloud
• Deciding Which Salesforce Edition Is Best for You
• Part 2: Understanding Salesforce Features
• Chapter 3: Navigating Salesforce
• Getting Familiar with Basic Salesforce Terms
• Accessing Salesforce
• Explaining the Lightning Experience
• Navigating the tabs
• Navigating a record in the Lightning Experience
• Chapter 4: Personalizing Salesforce
• Completing Your Profile Page
• Using the Settings Menu
• Modifying Your Personal Information
• Setting Up Salesforce for Your Mobile Device
• Importing Your Contacts
• Working with Salesforce Remotely
• Chapter 5: Working in Salesforce
• Managing Records
• Detailing the Record
• Reviewing Activities
• Creating Activities
• Organizing and Viewing Activities
• Updating Activities
• Understanding Email Fields in Salesforce
• Setting Up Your Email
• Sending Email from Salesforce
• Getting Help and Set Up
• Chapter 6: Collaborating in the Cloud
• Preparing to Use Chatter
• Understanding Key Chatter Terms
• Turning On Chatter
• Locating Chatter
• Profiling Yourself
• Keeping Everyone Informed with Posts
• Choosing What to Follow
• Being Part of a Group
• Managing Chatter Notifications
• Using Chatter Effectively
• Part 3: Closing More Deals with Sales Cloud
• Chapter 7: Tracking Leads
• Introducing the Lead Record
• Setting Up Your Leads
• Accepting Leads from a Queue
• Following Up on Leads
• Maintaining Your Lead Database
• Chapter 8: Using Accounts
• Getting Familiar with the Account Record
• Performing Actions with Account Related Lists
• Maintaining Your Account Database
• Chapter 9: Developing Contacts
• Understanding the Contact Record
• Customizing Contact Information
• Entering and Updating Your Contacts
• Organizing Your Contacts
• Developing Organizational Charts
• Chapter 10: Tracking Opportunities
• Getting Familiar with the Opportunity Record
• Entering Opportunities
• Modifying Opportunity Records
• Following Opportunities with Chatter
• Chapter 11: Tracking Products and Price Books
• Discovering Products and Price Books
• Using Products and Price Books
• Building the Product Catalog
• Setting Up Schedules
• Managing Price Books
• Chapter 12: Managing Your Partners
• Understanding the Partner Life Cycle
• Preparing for Your Salesforce PRM Implementation
• Part 4: Providing Support with Service Cloud
• Chapter 13: Tracking the Support Life Cycle with Cases
• Walking through a Day in the Life of a Service Agent
• Understanding the Case Record
• Creating a Case
• Managing Cases
• Communicating the Outcome
• Chapter 14: Diversifying Your Support Channels
• Preparing Your Salesforce Service Cloud Strategy
• Delighting Customers with Multi-Channel Support
• Part 5: Empowering Marketing to Generate Measurable Demand
• Chapter 15: Creating Marketing Campaigns to Drive Demand
• Understanding Campaigns
• Building Target Lists
• Executing Campaigns
• Tracking Responses
• Chapter 16: Driving Sales Effectiveness with Salesforce Files and Content
• Understanding Content in Salesforce
• Learning about Files
• Using Files
• Creating Libraries
• Adding Files
• Part 6: Mastering Basic Salesforce Administration
• Chapter 17: Performing Common Configurations
• Discovering the Power of Customization
• Building and Editing Fields
• Customizing List Views
• Working with Records
• Creating Dependent Picklists
• Customizing Page, Search, and Compact Layouts
• Using the Lightning App Builder to Build Lightning Experience Page Layouts
• Using Record Types
• Managing Workflow and Approvals
• Understanding the Process Builder
• Creating Actions
• Chapter 18: Diving Deeper into Standard Object Setup
• Configuring Sales-Specific Settings
• Managing Marketing-Related Settings
• Setting Customizations for Your Service Organizations
• Chapter 19: Building Custom Apps
• Understanding Elements of the Lightning Platform
• Preparing Your Custom App Strategy
• Creating Custom Objects
• Creating Custom Apps
• Understanding the AppExchange
• Chapter 20: Accessing the Right Data with User Permissions
• Understanding User Administration
• Establishing Data Access Concepts
• Defining Your Sharing Model
• Setting Up Profiles
• Defining the Role Hierarchy
• Using Other Security Controls
• Chapter 21: Managing Data
• Understanding Your Options for Data Migration
• Migrating Your Legacy Data
• Managing Your Salesforce Database
• Getting Help with Complex Data Tasks
• Part 7: Measuring Overall Business Performance
• Chapter 22: Analyzing Data with Reports
• Discovering Reports
• Creating Your Own Reports
• Filtering Reports Efficiently
• Exporting Reports to Excel
• Organizing Reports
• Mastering Reports
• Chapter 23: Seeing the Big Picture with Dashboards
• Figuring Out Dashboards
• Building Dashboards
• Organizing Your Dashboards
• Part 8: The Part of Tens
• Chapter 24: Ten Ways to Drive More Productivity
• Salesforce Trailhead
• Dreamforce Conference
• Salesforce Trailblazer Community
• Salesforce.com Local User Groups
• Salesforce Trailhead Academy
• Salesforce Colored Favicons
• Field Trip
• ORGanizer
• Perm Comparator
• Gmail Sidebar in Salesforce
• Chapter 25: Ten Keys to a Successful Migration to Lightning
• Understanding Why the Transition Needs to Happen Now
• Identifying Your Executive Sponsor
• Building Your Project Team
• Evaluating Your Current Customizations
• Planning Your Change Management Strategy
• Defining Your Scope and Prioritizing Initiatives
• Confirming the Lightning Experience for Your Business
• Customizing for User Relevance
• Building a Comprehensive Training Plan
• Connecting with Peers
• Index
• About the Author
• Advertisement Page
• Connect with Dummies
• End User License Agreement