Salesforce.com For Dummies
Unlike traditional CRM software, Salesforce is an Internet service. You sign up and log in through a browser, and it’s immediately available. Salesforce is also fast to start using (no purchasing software required!), it’s easy to use (the only knowledge you need is how to navigate a Web page), and it’s effective (helps your bottom line). With Salesforce, you have a full suite of services to manage the customer lifecycle.
How to Navigate the Salesforce Home Page
Every time you log in to Salesforce, you begin at your home page. The look and feel of the elements on your home page are similar to other users’ home pages, but the tasks and events are specific to you.
Tabs: Click the tabs to navigate Salesforce. When you click a tab, the tab’s home page appears with sections for views, tools, and reports to help you manage your work.
Force.com AppExchange app menu: Use the AppExchange app drop-down menu to switch between sets of tabs most used by different types of Salesforce users.
Create New drop-down list: Select an item on the Create New drop-down list to create new records in Salesforce, such as accounts, contacts, and opportunities.
Recycle Bin: Click the Recycle Bin link on the sidebar if you deleted a record(s) in the past 30 days that you want to restore to keep the job.
Calendar: Use the home page calendar to keep track of your schedule in Salesforce. With the calendar view icons, you can jump to different time periods and view the calendars of other users or resources.
My Tasks: Use the My Tasks section to stay up to speed on your to-do items.
Search: Find information fast in Salesforce by entering keywords and then clicking Search. A search results page appears with lists of records that match your search.
Recent Items: Use Recent Items to open records that you recently visited.
Messages and Alerts: View Messages and Alerts for important communications from your Salesforce project team or managers.
Custom Links: Click links in the Custom Links section on the sidebar to quickly access important Web sites or corporate applications.
Setup: Click the Setup link in the top-right corner to go to the Personal Setup page and modify your personal settings. If you’re an administrator, use Personal Setup to customize, configure, and administer Salesforce.
Help and training: If you need help, click the Help link in the top-right corner.
How to Get Salesforce Help Fast
There are so many ways to navigate Salesforce that you probably don’t need much help getting around the application. If you get stumped, though, get help fast with these techniques.
Contact your system administrator.
For reinforcement training, click the Help link in the top-right corner of the home page and then click the Training tab in the window that appears.
Click the Help link on most Salesforce pages to access the help guide.
For general support, click the Help link on the home page, and type some keywords related to your question into the Search bar. You get a list comprising suggested solutions that include Help topics.
If all else fails, click the Help link on the home page and then click the My Cases tab. On the My Cases tab, enter some words that describe your problem into the Search bar. Then click the Go! button to search the Knowledge Base, or click the Log a Case link to initiate a formal inquiry.
How to Use Everyday Salesforce Operations
Salesforce was built by salespeople for salespeople. The tool is simple to use and relevant to the business of selling. Here’s how to use the day-to-day Salesforce operations in the most efficient way possible so that you can devote your time to selling.
Track a suspect. Select the Create New Lead item on the sidebar, fill in the record, and then click Save.
Track a company. Select the Create New Account item on the sidebar, complete the record, and then click Save.
Set up parent/child relationships. Create records for parent and child accounts. Click the Edit button on a child account and use the Lookup icon next to the Parent Account field to associate the parent. Then click Save to reunite the family.
Track a person. Go to an Account detail page where the person is employed, and select the Create New Contact item on the sidebar. Fill in the record and then click Save.
Establish organization hierarchies. Create records for contacts of an account. Click the Edit button on a contact record and use the Lookup icon next to the Reports To field to associate the manager. Then click Save.
Add a deal. Go to an Account detail page for the related customer and select the Create New Opportunity item on the sidebar. Complete the fields — including the Stage and Close Date fields — and then click Save.
Schedule a meeting. Click the New Event button on your home page, complete the record, and then click Save.
Look at your calendar. From the home page, click the calendar view icons to find your desired view.
Set up a to-do. Go to a related record detail page (such as a contact or account) and select the Create New Task item on the sidebar. Complete the fields and then click Save.
Log a call. Go to a related record detail page and click the Log a Call button on the Activity History related list. Complete the fields and then click Save.
Send an e-mail. Go to a related record detail page (such as a contact or lead) and click the Send an Email button on the Activity History related list. Complete the fields and then click Save.
Access sales collateral. Click the Documents or Content tab (depending on what your administrator activated). In the top section, enter keywords and then click the Find Document button to search for matching documents.
Manage a campaign. If you have campaigns and the proper permissions, click the New Campaign button on the taskbar. Fill in the fields and then click Save.
Initiate a customer service inquiry. Go to a related record detail page (such as an account or contact) and then select the Create New Case item on the sidebar.
Create a reusable focus list. Click a relevant record tab and click the Create New View link in the corresponding Views section. Complete the settings for the view and then click Save.
Create a report. Click the Reports tab and click the Create New Custom Report button. Follow the steps through the wizard and then click the Run Report button when ready.
Export a report. Go to a report and click the Export to Excel button. Follow the steps to export the report.
Merge duplicate records. On a Lead detail page, click the Find Duplicates button. For merging accounts, click the Merge Accounts link in the Tools section on the Accounts home page. For merging contacts, go to an Account detail page and click the Merge Contacts button on the Contacts related list. In each situation, follow the steps in the merge wizard to complete the operation.
Transfer a record. Assuming that you have transfer rights, go to a record detail page and click the Change link in brackets next to the Owner field. Complete the fields and then click Save.