Teach Yourself VISUALLY™ Salesforce.com®
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Published simultaneously in Canada
Copyright © 2015 by John Wiley & Sons, Inc., Indianapolis, Indiana
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The Library of Congress Control Number: 2014954681
ISBN: 978-1-119-04769-8; Epdf: 978-1-119-04779-7;
Epub: 978-1-119-04766-7
Trademark Acknowledgments
Wiley, 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 is a registered trademark of salesforce.com, inc. 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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FOR PURPOSES OF ILLUSTRATING THE CONCEPTS AND TECHNIQUES DESCRIBED IN THIS BOOK, THE AUTHOR HAS CREATED VARIOUS NAMES, COMPANY NAMES, MAILING, E-MAIL AND INTERNET ADDRESSES, PHONE AND FAX NUMBERS AND SIMILAR INFORMATION, ALL OF WHICH ARE FICTITIOUS. ANY RESEMBLANCE OF THESE FICTITIOUS NAMES, ADDRESSES, PHONE AND FAX NUMBERS AND SIMILAR INFORMATION TO ANY ACTUAL PERSON, COMPANY AND/OR ORGANIZATION IS UNINTENTIONAL AND PURELY COINCIDENTAL.
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Credits
Acquisitions Editor
Aaron Black
Project Editor
Sarah Hellert
Technical Editor
Kristine Curington
Copy Editor
Scott Tullis
Project Coordinator
Patrick Redmond
Vinitha Vikraman
Manager, Content Development & Assembly
Mary Beth Wakefield
Publisher
Jim Minatel
About the Author
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
.
Kristine Curington is a Salesforce Certified Administrator and CRM Analyst for Toshiba North America Business Solutions in Los Angeles. Her experience includes consulting for small businesses to corporate enterprises and managing a handful of users to more than 800 in an eight-year period.
Authors’ Acknowledgments
Justin Davis: Aaron Black was instrumental in assembling the team for this publication, which includes coauthor Kristine Curington, project editor Sarah Hellert, and copy editor Scott Tullis. Most importantly, I want to acknowledge the wonderful support of my wife Monica, who showed patience and understanding for the hours I committed to this second edition.
Kristine Curington: Thank you to Justin Davis and to the team at Wiley for the opportunity to participate in this project.
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, options, and text or numbers you must type.
Italics
Italic type introduces and defines a new term.
Foreword
At Salesforce I have the responsibility — and the pleasure — to work with all our amazing partners who are driving innovation and customer success around the world. Partnering with Salesforce, our Applications Partners can build apps faster with the Salesforce1 Platform and market them on the AppExchange — the number one enterprise applications marketplace. Our Consulting Partners have likewise built thriving practices focused on transforming their customers’ businesses, leveraging the world’s leading Customer Success Platform.
Salesforce allows users to track customer information and interactions all in one place. Companies can create 1:1 journeys, building relationships from click to close with continuous campaign optimization across every channel. Chatter allows users to find assistance and share ideas. Service teams can rise to the expectations of today’s customers who demand 24/7 support and guidance. Salesforce Communities breathes new life into customer portals with Chatter, Knowledge, Ideas, and more. Salesforce Analytics Cloud lets business users analyze data, get answers instantly, and share with their teams. The Salesforce1 Platform has the tools and services to build custom apps that deepen customer relationships and help employees do more, faster. Finally, with the Salesforce1 Mobile App, everyone in the organization can run his business from his phone.
And we are constantly investing in technologies that enable our customers and partners to move from idea to innovation as quickly as possible, and we welcome innovation from across our ecosystem of partners and customers. The first edition of this title is highly praised for its thoroughness as well as its ease of use. It deftly bridges the gap between manual texts and in-person instruction.
With the second edition, Justin and Kristine have developed an exceptional approach to visually explaining the power of the Salesforce Customer Success Platform. If you are interested in learning more about Salesforce with an easy-to-use and comprehensive guide, then I encourage you to add this great book to your arsenal.
— Dan Streetman, Sr. Vice President,
Worldwide Alliances & Channels, Salesforce
CHAPTER 1
Introducing Salesforce
Choose an Edition of Salesforce
To provide you with the best return on your investment, Salesforce offers five editions. Price points and features are outlined at
www.salesforce.com/crm/editions-pricing.jsp
.
When you contact a salesforce.com
account executive, he or she will ask questions to help you choose the edition that best suits your needs. You can upgrade to an edition with more features at any time by sending an electronic order to salesforce.com
. Activation takes approximately a day. Note that you cannot downgrade editions.
Contact Manager Edition
Contact Manager offers basic contact, task, and event management for up to five users. This edition includes integration with Outlook and mobile access. Note that Gmail is supported only through a third-party add-on.
Group Edition
Group Edition includes all the features Contact Manager does, plus a web-to-lead management form, reports, opportunity lists, dashboards for tracking performance, and the option to install one of the applications from the AppExchange, salesforce.com
’s add-on marketplace.
Professional Edition
Professional Edition offers all the features Group Edition does, plus the ability to send mass emails, manage marketing campaigns and products, create customizable personalized dashboards, add custom tabs and objects to Salesforce, and manage cases for customer service tracking. This edition includes up to five AppExchange applications and is ideal for most small businesses because it offers comprehensive analytics and custom reports.
Enterprise Edition
Enterprise Edition is salesforce.com
’s flagship product. It includes all the features Professional Edition does, plus approval processes; field-level security; workflow rules; a sandbox for testing changes in a developer environment; additional AppExchange packages; record types, which provide the flexibility of using object records for more than one purpose; customized page layouts; and an API (Application Programming Interface) for integration with outside systems. You can manage virtually any business process with Enterprise Edition, because it allows you to create custom applications in addition to the standard sales and customer-service features available out of the box.
Unlimited Edition
Unlimited Edition includes all the features Enterprise Edition does, plus a Premier Success+ Plan; 24/7 technical support; unlimited online training; multiple sandboxes, including a full copy option; increased data storage from 1GB to 24.3GB; increased API limits; and mobile support. Administration services are also available to help you make customizations, which include using more tabs and creating custom objects.
Choose Your Support Plan
Salesforce offers three different support packages for its various products. The Standard Success Plan comes with a self-service portal and knowledge base, online case submissions, and access to the online community. The Premier Success Plan provides 24/7 support, online or phone case submissions, and access to a trained technician who can assist you with making customizations. The Premier+ Success Plan offers all the features listed previously as well as a dedicated system administrator who responds to questions or customization requests within an hour for critical issues.
Understanding the Home Page
The home page gives you quick access to the most useful Salesforce features. You can use the links on this page to access your calendar, create records for prospects and contacts, and define sales tasks. You can also access the Salesforce Chatter feed to post news and files. This page includes a Recycle Bin feature that stores deleted files temporarily, but you can undelete them if you need to.
The ten most recently viewed items also appear on the sidebar for convenient access. Additionally, you can perform global searches at the top of the home page.
A Create New Record
Creates new records for prospects and contacts.
B Show Feed
Displays your Chatter feed — the internal news feed and collaboration tool.
C New Event
Creates a new entry in your Salesforce calendar.
D Create New Task
Creates a new sales task.
E Multi-User Display
Changes the calendar from a single-user view to a multi-user view.
F Week View
Displays one week of calendar events.
Calendar
You use the calendar to create and manage a list of events. You can view the time/date of each event, list a subject, and click links to associated records. You can also view events in a more familiar graphical format. Click Single-User View to see only your events. Click Multi-User View to show your co-workers’ calendars. You can also view events for the current day (Agenda), week, or month.
My Tasks
The Task area displays your to-do list. To organize tasks, click the Date, Subject, and Name column headers. You can also associate one additional record with each task and display it under the Related To column. Click the check boxes in the Complete column to mark tasks as done when you complete them.
Recent Items
Recent Items shows a list of the last ten records you viewed. Items can include accounts, campaigns, cases, contacts, contracts, documents, ideas, questions, leads, opportunities, quotes, orders, solutions, and users. The list may show fewer than ten items if you delete any of the items that appear here.
Recycle Bin
The Recycle Bin keeps deleted records for 15 days before it deletes them permanently. Most Salesforce instances have a limit of 25,000 records. If your organization exceeds this limit, Salesforce begins removing the oldest records from the Recycle Bin after they have been marked as deleted for at least two hours.
Customize the Home Page
You can customize the Salesforce home page to show items that are useful in your organization and hide items that are not. The changes are visible to all users.
You can access the customization features under Home in the App Setup menu. Select your items from a list of wide and narrow components, and then save your selection. Salesforce automatically updates the layout of the home page whenever you modify it.
Customize the Home Page
Click Setup to show the configuration area.
Click the Customize to display additional options.
Click the Home to view options related to the home page.
Click Home Page Layouts.
Click Edit.
Click items to remove them from the home page ( changes to ).
Click items to add them to the home page ( changes to ).
Click Next.
Select an item in either column.
Click the Down arrow () to move the item down the list, or click the Up arrow () to move the item higher in the list.
Click Save.
Salesforce customizes the home page.
Click the Home tab to see your changes.
Create a New User
You must create users before your team can use Salesforce. Each user needs to have an available license. If you run out of licenses, you must deactivate a user before you can create a new one. To view which licenses are available, click the Company Profile tab in Salesforce or contact your salesforce.com
account executive. When you create a user, you assign the user a role, which defines his job function; and a profile, which specifies whether he is a standard user or an administrator who can customize, set up, or extend Salesforce.
Create a New User
Click Setup to show the configuration area.
Click the Manage Users .
Click Users to display user management options.
Click New User.
Fill in all the text fields marked in red.
Click the Profile and click Standard User.
Note: You can select other profiles for other types of users, such as administrators.
Click the Marketing User check box ( changes to ) to give the user access to your organization’s marketing tools.
Click the Offline User check box ( changes to ) to give the user offline access.
Note: Salesforce supports offline access through a file synchronization briefcase feature, discussed in the second Tip.
Click the Knowledge User check box ( changes to ) to let the user make changes to Knowledge Base articles.
Click the Mobile User check box ( changes to ) to let the user access Salesforce from a mobile device.
Click Save.
Salesforce sends an email to the new user with the user’s username, login link, and temporary password.