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Foreword xiii
Chapter 1 Introducing Salesforce
Choose an Edition of Salesforce 4
Understanding the Home Page 6
Customize the Home Page 8
Create a New User 10
Customize the Tabs 12
Upload a Company Logo 14
Create an App 16
Understanding the Company Information Page 20
Understanding the System Overview Page 22
Modify the Fiscal Year 24
Modify Business Hours 26
Log a Technical Support Case 28
Deactivate a User 30
View the Learning Center 31
Chapter 2 Using the Sales Cloud
Create a New Lead 34
Convert a Lead 36
Create a New Account 38
Create a New Contact 40
Create a List View 42
Create an Email Template 44
Send a Single Email 46
Send a Mass Email 48
Create a New Opportunity 50
Create Products 52
Create Activities 54
Modify a Quote Template 56
Build a Quote 60
Email a Quote 64
Create a Web-to-Lead Form 66
Create a Lead Assignment Rule 68
Create a Lead Queue 70
Create an Auto-Response Rule 72
Create a Campaign 76
Chapter 3 Using the Service Clou
Create a New Case Record 82
Create Case Assignment Rules 84
Create Case Escalation Rules 88
Enable Solutions 92
Create a Solution 94
Attach a Solution to a Case 96
Create a Web-to-Case Form 98
Create an Email-to-Case Address 100
Chapter 4 Using the AppExchange
Introducing the AppExchange 106
Find and Select an App 108
Install an App 110
Find a Developer 114
Find a Consultant 116
Chapter 5 Configuring Reports and Dashboards
Understanding Report Formats 120
Create a Leads Report 122
Create a Contacts & Accounts Report 124
Create an Opportunity Report 125
Add Leads to a Campaign 126
Create Report Charts 128
Create a Custom Report Type 130
Schedule Reports 134
Create a Campaign Report 135
Summarize Report Data 136
Create a Joined Report 138
Export Reports to Excel 140
Add Grouping to Reports 141
Create a Report Formula 142
Understanding Dashboard Components 144
Create a Dashboard 146
Refresh a Dashboard 148
Modify Columns on Dashboards 149
Add a Filter to a Dashboard 150
Manage Access to Reports 152
Schedule a Dashboard Refresh 153
Add a Report as a Dashboard Component 154
Set Up Dynamic Dashboards 156
Enable Dashboards for the iPad 158
Modify Report and Dashboard Features 159
Activate the Report Builder on Profiles 160
Chapter 6 Collaborating
Understanding Chatter 164
Enable Chatter 166
Enable Chatter Feeds on Accounts 170
Configure Chatter Groups 172
Create a Chatter Free User 174
Set Up Email Notifications 176
Install Chatter Desktop 178
Enable Salesforce-to-Salesforce 182
Configure Salesforce-to-Salesforce 184
Share an Account 188
Accept a Connection 192
Enable Ideas 196
Configure Ideas Themes 200
Enable Social Contacts 202
Enable Libraries and Content 206
Customize Libraries and Content 210
Upload Documents to Content 214
Leave Feedback on Documents in Content 218
Configure Salesforce1 220
Chapter 7 Configuring Security
View Object Security 224
Change Default Record Access 226
View the Role Hierarchy 228
Configure Session Settings 229
Create a New Role 230
Enable Field History 232
Configure the Password Policy 234
Configure Network Access 236
Configure Remote Site Settings 238
Reset a Security Token 240
Grant Login Access 241
Create a Validation Rule 242
Disable a Validation Rule 244
Create an Account Sharing Rule 246
Create a Public Group 248
Modify Object Settings for Profiles 250
Reset a Password 254
Download the Setup Audit History 255
Configure Account Field-Level Security 256
Restrict Login IP Ranges 258
Download a Secure Certificate 260
Set Up Delegated Administration 262
Modify User Roles and Profiles 264
Modify Login Access Policies 265
Set Up an Authentication Provider 266
Chapter 8 Managing Your Data
Import Leads 270
Import Contacts and Accounts 274
Using Mass Delete 278
Install the Data Loader 280
Import Records with the Data Loader 284
Update Records with the Data Loader 288
Delete Records with the Data Loader 292
Export Records with the Data Loader 296
Add a Field in the Schema Builder 300
Schedule a Data Export 304
Create a Sandbox 306
Mass Transfer Records 308
Chapter 9 Configuring Workflow
Using Workflow Rules 312
Create a Workflow Rule 314
Create a Workflow Field Update 316
Add a Field Update to a Rule 318
Create a Workflow Task 320
Link a Task to a Rule 322
Create an Email Alert 324
Add an Email Alert to a Rule 326
Index 328
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's 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
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.
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.
salesforce.com
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.
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.
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.
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.
TIP
What is the difference between the wide and narrow components?
Two content areas appear on the home page - a wide components area in the middle of the page, and a narrow components area to its left. The wide area includes Tasks, Items to Approve, Dashboard Snapshot, and Calendar. The narrow components area contains Create New, Message & Alerts, Tags, Recent Items, and Custom Links. You can reorder these components by dragging them up or down in their respective areas.
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...
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