Salesforce CRM

What Is Salesforce?
Salesforce is your customer success platform, designed to help you sell, service, market, analyze, and
connect with your customers. It provides everything you need to run your business from anywhere.
 Core Features: Manage relationships with prospects and customers, collaborate with
employees and partners, and securely store your data in the cloud.
 Customization: Beyond standard products and features, Salesforce allows you to customize
and personalize the experience for your customers, partners, and employees.
 CRM Integration: Salesforce is built on Customer Relationship Management (CRM)
technology, which helps you track and manage customer interactions, gather insights, and
collaborate effectively.

What Is CRM?
CRM stands for Customer Relationship Management. It's a technology that helps you manage
relationships with your customers and prospects while tracking data related to all your interactions.
 Collaboration: Helps teams work together internally and externally.
 Insights: Gathers insights from social media and other channels.
 Metrics: Tracks important metrics to measure success.
 Communication: Facilitates communication via email, phone, social media, and more.
In Salesforce, all this information is securely stored in the cloud, making it accessible anytime,
anywhere. It's like having a super-organized spreadsheet, but way more powerful and user-friendly!
How Salesforce Organizes Your Data

Salesforce Standard and Custom Objects

Standard Objects
These are pre-built objects included with Salesforce, designed to handle common business needs.
Examples include:
 Accounts: Companies you're doing business with.
 Contacts: People who work at those companies.
 Leads: Potential prospects who haven't been qualified yet.
 Opportunities: Qualified leads that are ready to buy.
Custom Objects
These are objects you create to store information specific to your business or industry. For example:
 If you're in real estate, you might create a custom "Property" object to track homes you're
selling.
 Custom objects allow you to extend Salesforce's functionality to meet your unique needs.
Both types of objects are like containers for your data, similar to tabs in a spreadsheet. They allow
you to store, organize, and link records together to see the full picture of your business.
Navigate Around
Introducing Lightning Experience
Lightning Experience is a modern, productive user interface designed to help sales teams close deals
faster and smarter. It offers a seamless experience across desktop and mobile, with features like
interactive tools and personalized alerts to help sales reps focus on the right activities.
Why We Built Lightning Experience
The name "Lightning" reflects its speed, beauty, and uniqueness. Salesforce created Lightning
Experience based on customer feedback, aiming to deliver a fast, intuitive, and personalized sales app
that empowers sales reps to work efficiently.
Experience Lightning for Yourself
The unit provides a hands-on opportunity to explore Lightning Experience features. Users can launch
their Trailhead Playground to try out navigation tools like the App Launcher and the navigation bar,
which make finding apps, items, and records quick and easy.
Items and Apps for Efficient Navigation
The App Launcher and navigation bar allow users to switch between apps, access records, and
personalize their workspace. Features like temporary tabs and drag-and-drop reordering make it easy
to tailor the interface to individual needs.

Here’s a breakdown of the steps for navigating items and apps efficiently in Lightning Experience:
1. Using the App Launcher
 Click the App Launcher icon to open it.
 You can search for apps or items by name in the quick view menu.
 Click View All to see the full App Launcher.
 The App Launcher includes:
  All Apps: Displays custom, standard, Lightning Experience, and connected apps
(e.g., Gmail, Google Drive).
 All Items: Shows the home page, feed, tasks, events, objects, and more.
2. Personalizing the App Launcher
 Drag tiles around to create your personal view of the App Launcher.
 Admins can control which apps appear and their default order.
3. Switching Between Apps
 Click the App Launcher icon or the app name in the navigation bar to switch apps.
 Select an app like Sales to update your page with a new look.
4. Using the Navigation Bar
 The navigation bar changes based on the app you’re using.
 It includes:
 The app name on the left.
 Custom colors and branding for easy identification.
 Quick access to create records and view recent records or lists.
5. Creating Temporary Tabs
 Open a specific list view (e.g., "Won Opportunities").
 Click the dropdown menu next to the item name and select Open in New Tab.
 The tab will stay until you log out.
6. Adding Tabs to the Navigation Bar
 To keep a tab permanently, click the dropdown menu on the tab and choose Add to Nav Bar.
7. Reordering and Editing the Navigation Bar
 Drag items around the navigation bar to reorder them.
 Click the pencil icon to:
 Reorder items.
 Rename items you’ve added.
 Add more items by clicking Add More Items.
These steps make it easy to find what you need and customize your workspace for maximum
efficiency.
Daily Dose of Salesforce CRM:
Home
The Seller Home page is a central hub for sales reps to kickstart their day. It provides tools to monitor
performance, track deals, and manage daily tasks. Key features include an overview of deals,
summaries of recent contacts and leads, goal tracking, and a snapshot of events and tasks.
Accounts and Contacts
When a lead is converted, Salesforce creates an account (the company) and a contact (the individual).
The layout is optimized for quick reference, allowing sales reps to efficiently locate data, review
activities, and maintain clean records with duplicate matching. Hands-on steps guide users to create
accounts and contacts.

Let’s get hands-on and see what it’s like to make an account in your Trailhead Playground.
1. If you don’t already have your Trailhead Playground open, scroll down to the Challenge
section and click Launch to open it.

2. Click the App Launcher ( ), and click the Sales tile. (You may already be on the Sales
app.)
3. In the navigation bar, click Accounts.
4. Click New.
5. For Account Name, enter Maria’s MachiningCopy.
6. For Type, choose Customer - Direct.
7. For Industry, choose Manufacturing.
8. Click Save.
Nice job, you’ve got a shiny new account to work with. There are a lot of pre-made fields for
capturing account details. If you need to keep track of other details specific to your business, your
Salesforce admin can make custom fields. While we’re here, why not make a contact for Maria?
1. In the Contacts related list, click New.
2. For First Name, enter MariaCopy.
3. For Last Name, enter VillaricoCopy.
4. For Phone, enter (650) 555-6789Copy.
5. Click Save.

Opportunity Workspace
Opportunities represent qualified leads ready to buy. The Opportunity Workspace is a dynamic area
where sales reps can manage deals with tools like coaching scripts, activity timelines, and quick
record creation. It features a customizable highlights panel, a composer for tasks and emails, and sales
paths for guidance.

While your sales team will only occasionally update account records, it’s quite likely that they’ll
update opportunity records several times throughout the workday. Let’s make an opportunity for
Maria’s Machining.
1. If you’re not viewing the Maria’s Machining account, click Accounts in the navigation bar,
then click Maria’s Machining.
2. From the Contacts related list, click Maria Villarico.
3. In the Opportunities related list, click New.
4. For Opportunity Name, enter Backup generator for expansion siteCopy.
 5. For Amount, enter 200000Copy.
6. For Close Date, choose a day one week from today.
7. For Stage, choose Prospecting.
8. Click Save.
This potential sale is now on the record. Now you can work with it as you shepherd the sale towards a
win. Let’s update the amount and move it into the next stage.
1. While on the Maria’s Machining account, in the opportunities list click Backup generator
for expansion site.
2. Click Edit.
3. For Amount, change the value to 300000Copy.
4. Click Save.
5. Click Mark Stage as Complete.
Excellent, you’re one step closer to closing the deal. You’ll want to keep watch on this promising
opportunity.

List Views
List views allow users to filter and visualize records like accounts and opportunities. With Lightning
Experience, list views include charts for graphical data representation, quick filters, and type-ahead
search for efficiency.
Opportunity Kanban
The Opportunity Kanban is a visual tool for tracking deals by sales stage. It supports drag-and-drop
functionality for moving deals, personalized alerts, and filters for tailored data views.
Reports and Dashboards
Reports provide detailed data analysis with advanced filtering, grouping, and calculations.
Dashboards offer visual summaries with flexible layouts, allowing users to create impactful
visualizations. A step-by-step guide helps users create a report for high-value opportunities.
Let’s create a report for high-value opportunities of all time, and group them by probability.
1. In the navigation bar, click Reports.
2. Click New Report.
3. Choose Opportunities under the Category list, then click Opportunities in the Report Type
Name column.
4. Click Start Report.
5. In the Add group… search, find and select Stage.
6. Click Filters.
7. Click Close Date.
8. For Range, choose All Time.
9. Click Apply.
 10. In the Add filter… search, find and select Amount.
11. For Operator, choose greater than.
12. For Value, enter 100000Copy.
13. Click Apply.
14. Click Save & Run.
15. For Report Name, enter Opportunities 100k+Copy.
16. Click Save.

Search for Records

The global search box in Lightning Experience is a powerful tool for finding records quickly. It offers
smart suggestions, recently viewed records, and filters for refining results. Users can sort and
customize search results for better efficiency.
Data Management
Import Data
The "Introduction to Data Import" in Salesforce is all about bringing external data into the platform.
Here's a quick overview:
Methods for Importing Data:
1. Data Import Wizard:
 Accessible through the Setup menu.
 Supports importing data into standard objects (like contacts, leads, accounts) and
custom objects.
 Can handle up to 50,000 records at a time.
 Offers a simple interface for configuration, data source selection, and field mapping.
2. Data Loader:
 A client application for importing up to 150 million records.
 Works with files or database connections.
 Can be operated via a user interface or command line for automation.
 Uses the SOAP API or Bulk API for faster processing.
When to Use Each Tool:
 Data Import Wizard:
 For less than 50,000 records.
 When the objects are supported by the wizard.
 If automation isn't required.
 Data Loader:
 For 50,000 to 150 million records.
  For objects not supported by the wizard.
 When scheduling regular data loads is needed.
Preparing for Data Import:
 Export your data as a .csv file.
 Clean up the file to remove duplicates, correct errors, and ensure consistency.
 Map your data fields to Salesforce fields.
 Make necessary configuration changes in Salesforce (e.g., creating custom fields or
deactivating workflow rules).
Use the Data Import Wizard
Once you have created an export file and cleaned up the data for import, follow these steps to import
data using the Data Import Wizard.
1. Start the wizard.
a. From Setup, enter Data Import Wizard in the Quick Find box, then select Data
Import Wizard.
b. Review the information provided on the welcome page, then click Launch Wizard!
2. Choose the data that you want to import.
a. To import accounts, contacts, leads, solutions, person accounts, or campaign
members, click Standard Objects. To import custom objects, click Custom Objects.
b. Specify whether you want to add new records to Salesforce, update existing records,
or add and update records simultaneously.
c. Specify matching and other criteria as necessary. Hover over the question marks for
more information about each option.
d. Specify the file that contains your data. You can specify your data file by dragging the
CSV to the upload area of the page or by clicking the CSV category you’re using and
then navigating to and selecting the file.
e. Choose a character encoding method for your file. Most users can accept the default
character encoding.
f. Click Next.
3. Map your data fields to Salesforce data fields. The Data Import Wizard tries to map as many
of your data fields as possible to standard Salesforce data fields. If Salesforce can’t
automatically map fields, however, you do it manually. Unmapped fields are not imported
into Salesforce. To see a list of standard Salesforce data fields, from Setup, at the top of the
page, click Object Manager. Click the object whose fields you’re interested in, and
click Fields & Relationships. For example, if you want to see a list of standard Salesforce
fields for leads, click Object Manager | Lead | Fields & Relationships.
a. Scan the list of mapped data fields and locate any unmapped fields.
b. Click Map to the left of each unmapped field.
c. In the Map Your Field dialog box, choose the Salesforce fields you want to map to
and click Map. The Map Your Field dialog box also gives you the option of saving
data from unmapped fields in a general notes field for accounts and contacts. To do
 so, choose Account Note or Contact Note from the Map To drop-down list and
click Map.
d. To change mappings that Salesforce performed automatically, click Change to the
left of the appropriate field, then choose the Salesforce fields you want to map to and
click Map.
e. Click Next.
4. Review and start your import.
a. Review your import information on the Review page. If you still have unmapped
fields that you want to import, click Previous to return to the previous page and
specify your mappings.
b. Click Start Import.
5. Check import status. From Setup, enter “Bulk Data Load Jobs” in the Quick Find box, then
select Bulk Data Load Jobs. The user who starts the data import receives a status email
when the import is completed.

Introduction to Data Export

The "Introduction to Data Export" section explains how you can export data from Salesforce, either
manually or on an automatic schedule. Here's a quick overview:
Methods for Exporting Data:
1. Data Export Service:
 Accessible through the Setup menu in Salesforce.
 Allows manual exports every 7 days (weekly) or 29 days (monthly).
 Automatic exports can also be scheduled weekly or monthly.
 Available in Enterprise, Performance, and Unlimited Editions. In Professional and
Developer Editions, only monthly exports are available.
2. Data Loader:
 A separate client application that you need to install.
 Can be used via a user interface or command line.
 Useful for automating the export process or integrating with other systems using
APIs.
Steps to Export Data Using the Data Export Service:
1. Go to Setup, search for "Data Export," and select Export Now or Schedule Export.
2. Choose the desired encoding for your export file.
3. Select options to include images, documents, attachments, etc., if needed.
4. Decide whether to replace carriage returns with spaces in the export files.
5. If scheduling, set the frequency, start and end dates, and time of day.
6. Select the types of data to include (or choose "Include all data" if unsure).
7. Click Start Export or Save. Salesforce will email you when the export is ready.
The exported data is provided as a zip archive of CSV files, which you can download. Note that the
zip files are deleted 48 hours after the email notification.
Service Cloud Basics
Automate Your Service Process with Service Cloud
This module is all about the Service Cloud platform and how it can supercharge your customer
service processes. Here's a quick breakdown of what you'll learn:
Key Learning Objectives:
 Understand the Service Cloud platform: It's a customer support platform that empowers
service reps to deliver fast, personalized, and efficient service across multiple channels.
 Explore customer connection methods: Learn how reps can connect with customers via
email, phone, SMS, WhatsApp, web chat, and more.
 Discover the Service Console: See how it helps reps resolve cases faster by providing all the
customer information they need in one place.
Highlights of the Service Cloud Platform:
1. Omnichannel Support: Customers can reach out through their preferred channels, and reps
can respond seamlessly.
2. Automation and AI: Automatically route cases to the right rep and provide AI-driven
guidance to streamline workflows.
3. 360-Degree Customer View: Reps get a complete view of the customer, including service
history, sales data, and preferences, all in one screen.
4. Self-Service Options: Build branded self-service sites where customers can find answers or
escalate issues to a rep.
5. Field Service Integration: Mobile employees can access the same data as reps, ensuring
efficient case resolution even in the field.

Resolve Cases Faster

Resolve Cases Faster, is all about empowering service reps and customers to handle cases efficiently
using the Service Cloud platform. Here's a quick breakdown of what you'll learn:
Learning Objectives:
 Summarize the benefits of a self-service site: Learn how self-service sites can help
customers find answers on their own.
 Describe the types of information to include in a knowledge base: Understand how to
build a knowledge base with articles that answer FAQs or explain processes.
 Explain what macros are, what they can do, and how to run them: Discover how macros
can automate repetitive tasks for service reps.
Key Highlights:
1. Self-Service Sites:
 Build branded self-service sites using Experience Cloud Templates.
  Customers can create and resolve cases themselves or escalate them if needed.
 AI-powered recommendations (via Salesforce Einstein) help customers find experts,
groups, and content.
2. Salesforce Knowledge:
 Integrate your knowledge base into your service website and Service Console.
 Articles in the knowledge base can include FAQs, process guides, and more.
 Features like article filters, voting, and sharing make it easy for reps and customers to
find the right information.
3. Macros:
 Automate repetitive tasks in the Service Console.
 For example, instead of manually updating the status of multiple cases, reps can use a
macro to do it all in one click.
 This saves time and boosts productivity.

Deliver Omnichannel Service

Omnichannel Basics
Omnichannel service ensures a seamless customer experience across multiple channels, unlike
traditional multichannel approaches. The Service Cloud platform provides a unified interface and rich
information for service reps to deliver consistent support.
Omni-Channel Routing
Omni-Channel Routing connects customers with the right experts across various channels like phone,
email, chat, and social media. Reps can prioritize and handle cases efficiently by making themselves
available in the console.
Omni-Channel Supervisor
This tool offers real-time insights for call center supervisors, including data on reps, queues, and
workloads. Supervisors can monitor performance and make adjustments directly from the Service
Console.
Messaging and In-App Support
The Service Cloud platform integrates customer support into apps and websites, enabling real-time
chat, video support, and knowledge sharing. Messaging features allow reps to connect with customers
via SMS or Facebook Messenger, enhancing personalization and productivity.
Learn About the Salesforce Platform Advantage
Learn About the Salesforce Platform Advantage, focuses on how connecting sales and service can
help businesses retain customers and grow. Here's a quick breakdown of what you'll learn:
Learning Objectives:
 Understand why connecting sales and service is crucial for customer retention.
 Learn how Sales Cloud and Service Cloud work together to better serve customers.
 Discover the advantages of the Salesforce Platform.
Key Highlights:
1. Sales + Service = Happy Customers: Traditionally, sales and service teams work in silos,
but today's connected customers expect seamless experiences. Aligning these teams can
improve customer satisfaction and retention.
2. Customer Retention is Critical: Retaining customers is just as important as acquiring new
ones. Happy customers become loyal advocates, driving growth.
3. Breaking Down Silos: Fragmented communication between sales and service teams can lead
to disjointed customer experiences. Salesforce helps break down these silos by providing
tools for seamless collaboration.
4. Salesforce Platform Advantage: The Salesforce Platform integrates Sales Cloud and Service
Cloud, offering a 360-degree view of customers. This enables smarter service reps,
empowered sales teams, and faster business growth.
5. Real-Life Example: Core Health and Fitness used Salesforce to unify their sales and service
processes, resulting in improved customer satisfaction and faster case resolution.

Duplicate Management
Improve Data Quality in Salesforce, focuses on managing duplicate data to enhance the efficiency
and trustworthiness of your Salesforce CRM system. Here's a detailed breakdown:
Learning Objectives
By the end of this module, you’ll be able to:
 Explain why duplicate data is wasteful.
 Understand how preventing duplicate data benefits your company.
 Identify solutions for resolving and preventing duplicate data.
Why Duplicate Data is a Problem
Duplicate records can:
 Waste time for prospects and customers.
 Lead to multiple sales reps contacting the same person, which can seem aggressive.
 Make your company appear disorganized, potentially damaging its reputation.
Duplicate data also affects admins, as it can erode trust in the CRM system. Sales teams may lose
confidence in the data's accuracy, which can hinder their performance.
Advantages of Duplicate-Free Data
When your CRM system is free of duplicate data:
 Sales reps can avoid contacting the same prospect multiple times.
 All relevant information is consolidated in one record, making it easier to access and trust.
Duplicate Management Tools in Salesforce
Salesforce provides tools to manage and prevent duplicate records, available for Professional,
Enterprise, and Unlimited editions. These tools help manage duplicates for:
 Business accounts
  Contacts
 Leads
 Person accounts
 Records from custom objects
Key Features:
1. Matching Rules: Define criteria to identify duplicate records. Salesforce includes standard
matching rules for business accounts, contacts, and leads. You can also create custom rules.
2. Duplicate Rules: Determine actions when duplicates are detected. For example:
 Alert users about potential duplicates.
 Block users from creating duplicates.
 Add duplicates to a report for review.
How Duplicate Management Works
When a user creates a record:
1. Salesforce checks for potential duplicates based on matching rules.
2. If duplicates are found, the duplicate rule determines the next steps:
 Block the record creation.
 Alert the user and allow them to proceed or view the existing record.
 Add the duplicate to a report for further action.

Resolve and Prevent Duplicate Data in Salesforce

Resolve and Prevent Duplicate Data in Salesforce, is all about managing duplicate records in
Salesforce to ensure clean and reliable data for your sales teams. Here's a quick breakdown of what
you'll learn:
Learning Objectives:
 Understand the difference between matching rules and duplicate rules.
 Explore the features of standard matching rules.
 Learn how to customize and create matching rules.
 Discover how to activate and use matching rules and duplicate rules together.
Key Concepts:
1. Matching Rules:
 These rules identify potential duplicate records based on specific criteria, like names,
titles, or addresses.
 Salesforce provides standard matching rules, but you can also create custom ones for
unique needs (e.g., fuzzy matching for phone numbers).
2. Duplicate Rules:
  These rules determine what happens when duplicates are identified. For example, you
can block users from creating duplicates or allow them with warnings.
 Duplicate rules work in tandem with matching rules to enforce data quality.
3. Custom Matching Rules:
 You can create custom rules to handle specific scenarios, like fuzzy matching for
mailing addresses or phone numbers.
4. Blocking Duplicates:
 You can configure Salesforce to block users from creating or editing records that
would result in duplicates.
5. Reporting on Duplicates:
 Set up custom report types to monitor duplicate records and assess the effectiveness
of your rules.