HowtobeSuccessfulwithSalesforce - User Guide Winter'14 How to be Successful with Salesforce Last updated March 6 2014 Copyright 20002013 salesforce.com

HowtobeSuccessfulwithSalesforce - User Guide Winter'14 How...

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Unformatted text preview: User Guide: Winter '14 How to be Successful with Salesforce Last updated: March 6, 2014 © Copyright 2000–2013 salesforce.com, inc. All rights reserved. Salesforce.com is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. Table of Contents Table of Contents Learn Salesforce Basics.........................................................................................................................1 Welcome, Salesforce Users........................................................................................................................................................1 Get to Know Salesforce Products..............................................................................................................................................1 Get Started with Salesforce.....................................................................................................................................................12 Define Personal Information and Preferences.........................................................................................................................26 Get Set up for the Way You Work.........................................................................................................................................31 Navigate Salesforce..................................................................................................................................................................49 Manage Your Work from the Home Tab...............................................................................................................................55 Manage Relationships and Data with Records........................................................................................................................58 Monitor and Analyze Your Data.............................................................................................................................................85 Find and Organize Information..............................................................................................................................................94 Collaborate Within Salesforce...............................................................................................................................................137 Use Salesforce on Mobile Devices.........................................................................................................................................140 Get Help and User Assistance...............................................................................................................................................157 Troubleshooting and Support................................................................................................................................................175 Set Up and Maintain Your Salesforce Organization............................................................................178 Welcome, Salesforce Administrators.....................................................................................................................................178 Salesforce Trials.....................................................................................................................................................................178 Set Up Your Organization.....................................................................................................................................................180 Manage Users........................................................................................................................................................................254 Manage User Access to Data.................................................................................................................................................300 Import Your Data..................................................................................................................................................................416 Manage Data.........................................................................................................................................................................522 Security..................................................................................................................................................................................531 Monitor Your Organization..................................................................................................................................................623 Configure Salesforce Mobile Apps........................................................................................................................................639 Install Packages and Manage Apps.......................................................................................................................................688 Printable Resources for Administrators.................................................................................................................................707 Videos for Salesforce Administrators....................................................................................................................................708 Sell to Your Customers.....................................................................................................................710 Welcome, Sales Professionals................................................................................................................................................710 Managing the People and Organizations You Sell To..........................................................................................................710 Campaigning and Generating Leads.....................................................................................................................................868 Managing Activities, Opportunities, and Products...............................................................................................................951 Creating Quotes and Documenting Contracts....................................................................................................................1086 Forecasting Sales.................................................................................................................................................................1107 Selling Through Multiple Channels....................................................................................................................................1152 Using Salesforce-Integrated Email......................................................................................................................................1190 Using Social Hub............................................................................................................................1319 Salesforce Social Hub™ Overview.......................................................................................................................................1319 i Table of Contents Data Sources Overview........................................................................................................................................................1319 Adding Data Sources...........................................................................................................................................................1320 Data Source Types..............................................................................................................................................................1321 Creating and Using a Data Source for Real Time Posts......................................................................................................1321 Set Up and Maintain Sales Tools.....................................................................................................1323 Welcome, Salesforce Administrators...................................................................................................................................1323 Administering People and Organizations That Users Sell To............................................................................................1323 Setting Options for Selling..................................................................................................................................................1419 Setting Up Salesforce-Integrated Email..............................................................................................................................1516 Support Your Customers.................................................................................................................1571 Welcome, Support Agents..................................................................................................................................................1803 Tracking Customer Inquiries..............................................................................................................................................1571 Resolving Customer Inquiries.............................................................................................................................................1603 Creating and Verifying Service Agreements........................................................................................................................1700 Accessing Knowledge..........................................................................................................................................................1730 Using Unified Help Desks..................................................................................................................................................1780 Set Up and Maintain Customer Support Tools.................................................................................1803 Welcome, Support Administrators......................................................................................................................................1803 Setting Up Customer Channels...........................................................................................................................................1803 Setting Up the Support Agent Experience..........................................................................................................................1983 Automating Contact Centers..............................................................................................................................................2024 Adding Entitlements and Service Agreements....................................................................................................................2047 Adding a Knowledge Base...................................................................................................................................................2076 Configuring Support Teams................................................................................................................................................2168 Collaborate with Everyone..............................................................................................................2180 Welcome, Collaboration Tool Users...................................................................................................................................2180 Collaborate within Your Company.....................................................................................................................................2180 Collaborate with Partners and Customers...........................................................................................................................2314 Other Resources..................................................................................................................................................................2328 Set Up and Maintain Collaboration Tools........................................................................................2330 Welcome, Collaboration Tool Administrators....................................................................................................................2330 Chatter................................................................................................................................................................................2330 Administering Chatter Free Users......................................................................................................................................2345 Salesforce CRM Content....................................................................................................................................................2346 Google Apps........................................................................................................................................................................2370 Salesforce Communities......................................................................................................................................................2379 Other Resources..................................................................................................................................................................2408 Analyze Your Salesforce Data..........................................................................................................2409 Analyze Your Salesforce Data ............................................................................................................................................2409 Enhance Salesforce with Point and Click Tools................................................................................2608 ii Table of Contents Welcome, Salesforce Point & Click Administrators...........................................................................................................2608 Customizing Your Organization.........................................................................................................................................2608 Enhancing Your Objects, Data, and Fields.........................................................................................................................2671 Enhancing Your Business Processes....................................................................................................................................2909 Creating Websites...............................................................................................................................................................3052 Extending the Reach of Your Organization........................................................................................................................3248 Creating Apps.....................................................................................................................................................................3298 Appendices..........................................................................................................................................................................3308 Enhance Salesforce with Code.........................................................................................................3311 Welcome, Salesforce Developers.........................................................................................................................................3311 Salesforce Development Tools............................................................................................................................................3311 Code....................................................................................................................................................................................3312 Debug..................................................................................................................................................................................3482 Test......................................................................................................................................................................................3512 Deploy.................................................................................................................................................................................3519 Deploy Enhancements from Sandboxes...........................................................................................3520 Welcome, Salesforce Integrators, Developers and Administrators......................................................................................3520 Setup and Manage Your Sandbox.......................................................................................................................................3520 Deploy Your Changes.........................................................................................................................................................3533 Package and Distribute Your Apps...................................................................................................3556 Introduction........................................................................................................................................................................3556 Working with Packages.......................................................................................................................................................3556 Distributing Your Apps.......................................................................................................................................................3621 Supporting Subscribers of Your App...................................................................................................................................3643 Salesforce Limits............................................................................................................................3646 Welcome Salesforce Users!..................................................................................................................................................3646 General Salesforce Limits....................................................................................................................................................3646 Salesforce Application Limits..............................................................................................................................................3659 Salesforce Administration and Support Limits...................................................................................................................3666 Collaboration and Mobile App Limits................................................................................................................................3681 Communities Limits...........................................................................................................................................................3691 Platform Limits...................................................................................................................................................................3691 Glossary.........................................................................................................................................3695 Index..............................................................................................................................................3724 iii LEARN SALESFORCE BASICS Welcome, Salesforce Users Available in: All Editions Welcome to Salesforce! This documentation, designed for users and administrators, introduces Salesforce and its key concepts, provides an overview of products and editions, and guides you through setting yourself up as a user. You’ll also find information about common tasks you...
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