Teach Yourself VISUALLY™ Salesforce.com®

Table of Contents

Chapter 1: Introducing Salesforce

Choose an Edition of Salesforce

Understanding the Home Page

Customize the Home Page

Create a New User

Customize the Tabs

Upload a Company Logo

Create an App

Understanding the Company Information Page

Understanding the System Overview Page

Modify the Fiscal Year

Modify Business Hours

Log a Technical Support Case

Deactivate a User

View the Learning Center

Chapter 2: Using the Sales Cloud

Create a New Lead

Convert a Lead

Create a New Account

Create a New Contact

Create a List View

Create an E-mail Template

Send a Single E-mail

Send a Mass E-mail

Create a New Opportunity

Create Products

Create Activities

Modify a Quote Template

Build a Quote

E-mail a Quote

Create a Web-to-Lead Form

Create a Lead Assignment Rule

Create a Lead Queue

Create an Auto-Response Rule

Create a Campaign

Chapter 3: Using the Service Cloud

Create a New Case Record

Create Case Assignment Rules

Create Case Escalation Rules

Enable Solutions

Create a Solution

Attach a Solution to a Case

Create a Web-to-Case Form

Create an Email-to-Case Address

Chapter 4: Using the AppExchange

Introducing the AppExchange

Find and Select an App

Install an App

Find a Developer

Find a Consultant

Chapter 5: Configuring Reports and Dashboards

Understanding Report Formats

Create a Leads Report

Create a Contacts & Accounts Report

Create an Opportunity Report

Add Leads to a Campaign

Create Report Charts

Create a Custom Report Type

Schedule Reports

Create a Campaign Report

Summarize Report Data

Create a Joined Report

Export Reports to Excel

Add Grouping to Reports

Create a Report Formula

Understanding Dashboard Components

Create a Dashboard

Refresh a Dashboard

Modify Columns on Dashboards

Add a Filter to a Dashboard

Manage Access to Reports

Schedule a Dashboard Refresh

Add a Report as a Dashboard Component

Set Up Dynamic Dashboards

Enable Dashboards for the iPad

Modify Report and Dashboard Features

Activate the Report Builder on Profiles

Chapter 6: Collaborating

Understanding Chatter

Enable Chatter

Enable Chatter Feeds on Accounts

Configure Chatter Groups

Create a Chatter Free User

Set Up E-mail Notifications

Install Chatter Desktop

Enable Salesforce-to-Salesforce

Configure Salesforce-to-Salesforce

Share an Account

Accept a Connection

Enable Ideas

Configure Ideas Themes

Enable Social Contacts

Enable Libraries and Content

Customize Libraries and Content

Upload Documents to Content

Leave Feedback on Documents in Content

Enable Salesforce Mobile

Chapter 7: Configuring Security

View Object Security

Change Default Record Access

View the Role Hierarchy

Configure Session Settings

Create a New Role

Enable Field History

Configure the Password Policy

Configure Network Access

Configure Remote Site Settings

Reset a Security Token

Grant Login Access

Create a Validation Rule

Disable a Validation Rule

Create an Account Sharing Rule

Create a Public Group

Modify Object Settings for Profiles

Reset a Password

Download the Setup Audit History

Configure Account Field-Level Security

Restrict Login IP Ranges

Download a Secure Certificate

Set Up Delegated Administration

Modify User Roles and Profiles

Modify Login Access Policies

Set Up an Authentication Provider

Chapter 8: Managing Your Data

Import Leads

Import Contacts and Accounts

Using Mass Delete

Install the Data Loader

Import Records with the Data Loader

Update Records with the Data Loader

Delete Records with the Data Loader

Export Records with the Data Loader

Add a Field in the Schema Builder

Schedule a Data Export

Create a Sandbox

Mass Transfer Records

Chapter 9: Configuring Workflow

Using Workflow Rules

Create a Workflow Rule

Create a Workflow Field Update

Add a Field Update to a Rule

Create a Workflow Task

Link a Task to a Rule

Create an E-mail Alert

Add an E-mail Alert to a Rule

Teach Yourself VISUALLY™ Salesforce.com®

Published by John Wiley & Sons, Inc.
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Published simultaneously in Canada

Copyright © 2013 by John Wiley & Sons, Inc., Indianapolis, Indiana

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 646-8600. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748-6008, or online at www.wiley.com/go/permissions.

Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

Library of Congress Control Number: 2013935669

ISBN: 978-1-118-55159-2

Manufactured in the United States of America

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Wiley, the Wiley logo, Visual, the Visual logo, Teach Yourself VISUALLY, Read Less - Learn More and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates. Salesforce.com is a registered trademark of salesforce.com, inc. in the United States and/or other countries. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc. is not associated with any product or vendor mentioned in this book.

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Credits

Acquisitions Editor

Aaron Black

Project Editor

Lynn Northrup

Technical Editor

Christopher Rodriguez

Copy Editor

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Editorial Director

Robyn Siesky

Business Manager

Amy Knies

Senior Marketing Manager

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Richard Swadley

Vice President and Executive Publisher

Barry Pruett

Senior Project Coordinator

Kristie Rees

Graphics and Production Specialists

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Quality Control Technician

Melissa Cossell

Proofreading and Indexing

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Potomac Indexing, LLC

About the Authors

Justin Davis is the chief operating officer of MK Partners, a full-service Salesforce consulting and implementation firm in Los Angeles. Developing on the Salesforce platform for more than five years, he has overseen 600+ Salesforce implementations for corporate, non-profit, and government clients throughout the United States. You can reach his firm at www.mkpartners.com.

Richard Wentk is the author of ten books, five iPhone apps, and countless magazine features about technology. He writes regularly for leading international web and IT publications and covers topics for a broad range of readers, from basic beginners to professional developers. He lives in the UK and works online. You can find out more at www.zettaboom.com.

Authors’ Acknowledgments

Justin Davis: Aaron Black was instrumental in assembling the team for this publication, which includes my co-author Richard Wentk, and project editor Lynn Northrup. Most importantly, I want to acknowledge the wonderful support of my wife Monica, who provided determination and encouragement throughout this project.

Richard Wentk: First and foremost, I’d like to thank my co-author, Justin Davis, for his patience and professionalism in getting this title out the door. Much appreciation is also due to Aaron Black, for overseeing the project, and to project editor Lynn Northrup, for her avid attention to detail. Finally, I’d like to acknowledge the invaluable contribution of Annette Saunders, for nights out at the opera and other incidental music.

How to Use This Book

Who This Book Is For

This book is for the reader who has never used this particular technology or software application. It is also for readers who want to expand their knowledge.

The Conventions in This Book

Steps

This book uses a step-by-step format to guide you easily through each task. Numbered steps are actions you must do; bulleted steps clarify a point, step, or optional feature; and indented steps give you the result.

Notes

Notes give additional information — special conditions that may occur during an operation, a situation that you want to avoid, or a cross-reference to a related area of the book.

Icons and Buttons

Icons and buttons show you exactly what you need to click to perform a step.

Tips

Tips offer additional information, including warnings and shortcuts.

Bold

Bold type shows command names or options that you must click or text or numbers you must type.

Italics

Italic type introduces and defines a new term.

Foreword

Nearly 14 years ago, I worked as a system administrator at a small software company in the Bay Area. A large portion of my daily routine was spent performing maintenance on our servers (installing software updates, performing backups to tape, restoring lost data from backups, etc.). One day, I was assigned the seemingly mundane task of finding a new CRM application to replace our outdated, custom-built one. I had no idea at the time that this task would alter my perception of the world and change my life forever.

After much research, I narrowed down the contenders to a short list, at the top of which was Salesforce. The product met the majority of our requirements, provided additional features we had not even considered, and eliminated my mundane duties of server maintenance. As part of my research I signed up for a free 30-day trial of Salesforce and was able to easily configure changes to the application. I saw the future, one where I did not have deal with tape backups or restart servers daily, and I liked it. Unfortunately, my employer had other ideas and decided to ignore my recommendation and keep me performing server maintenance.

As you may have guessed, it was not long after that time that I said good-bye to the server maintenance world and took a position working at salesforce.com. My role was to guide customers through making the transition, like I had, from old servers to software-as-a-service. As you are soon to discover, this transition is shockingly simple. Instead of spending days installing software and configuring settings, you can sign up for a new account and be up and running in seconds. Configuration changes are made just as easily and quickly. Once you have experienced the ease of Salesforce, I am confident that, like me, you will never look back. It is only fitting that an application as easy to configure as Salesforce be documented in a book as easy to understand as this one.

As an early adopter, I benefited greatly and went on to found a cloud consulting firm, author books on cloud technologies, and train hundreds of individuals on cloud technology and development. Over the years I have had the privilege of working with many talented individuals, but none so much as Justin Davis. Justin is an amazing consultant and a gifted developer. He has a mastery of all aspects of Salesforce that is rivaled by few. I cannot think of a better person for the job of training tens of thousands of readers on how to configure and administer Salesforce.

As a developer, I often explore new technologies and read step-by-step guides for instructions. I am constantly frustrated by the large gap between the printed instructions and the actual experience. As an author, I am very familiar with the limitations of the printed medium, and how hard it is to ensure that your readers will interpret your words as intended. As a trainer, I have seen first-hand how much better we learn through demonstration than through mere reading. This book bridges the gap between printed instruction and in-person training. It is a fundamentally different kind of book that allows the authors to literally “show” you how to do something. If a mere picture is worth a thousand words, then this book is priceless!

—Matt Kaufman, CTO, MK Partners; and co-author, Salesforce.com For Dummies

Chapter 1: Introducing Salesforce

Salesforce is the world’s premier sales and business management tool. It is used by major corporations and small businesses to automate, streamline, and track sales processes, increasing the efficiency and productivity of your staff and maximizing your business’ value.

Choose an Edition of Salesforce

Understanding the Home Page

Customize the Home Page

Create a New User

Customize the Tabs

Upload a Company Logo

Create an App

Understanding the Company Information Page

Understanding the System Overview Page

Modify the Fiscal Year

Modify Business Hours

Log a Technical Support Case

Deactivate a User

View the Learning Center

Choose an Edition of Salesforce

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!