Salesforce.com for dummies

Salesforce.com for dummies

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Hauptverfasser: Wong, Tom (VerfasserIn), Kao, Liz (VerfasserIn), Kaufman, Matt (VerfasserIn)
Format: Buch
Sprache:English
Veröffentlicht: Hoboken, NJ John Wiley and Sons 2014
Ausgabe:5th ed.
Schriftenreihe:--For dummies
Schlagworte:
Salesforce (Online service)
Customer relations / Management
Salesforce.com
Electronic books
Lehrbuch
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245 1 0 |a Salesforce.com for dummies  |c by Tom Wong, Liz Kao and Matt Kaufman 
250 |a 5th ed. 
264 1 |a Hoboken, NJ  |b John Wiley and Sons  |c 2014 
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490 0 |a --For dummies 
500 |a Includes index 
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Datensatz im Suchindex

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adam_text Contents at a Glance ƒ »í ţf С/ vi ИС* tí t/1 1 <«««<«««««««««««·«««««·««<«««€«·«««·«<«««<<«««««««««««««««<««««< * f Cíl L It <ЈЧЛ Ι ίίύ Ι Vł C-ť Cxvf^fC- O a ««α β ο« « піка β« ■ ««« α α α « α α я α а 4 α α α α α a α α α a α α α « a α / Chapter I: Looking Over Salesforce ................................................................................9 Chapter 2: Navigating Salesforce... ................................................................................17 Chapter 3: Personalizing Your System ..........................................................................39 Part II: Keeping Track of Customer Relationships ********* 51 Chapter 4: Managing Accounts ...................................................................................... 53 Chapter 5: Developing Contacts .................................................................................... 71 Chapter 6: Collaborating with Chatter ..........................................................................87 Chapter 7: Managing Activities .................................................................................... 101 Chapter 8: Sending E-Mail .............................................................................................113 Part III: ЬгШпд Sales With Sales CfoiMf ..................... 129 Chapter 9: Prospecting Leads ......................................................................................131 Chapter 10: Tracking Opportunities ............................................................................155 Chapter 11: Tracking Products and Price Books ....................................................... 169 Chapter 12: Managing Your Partners ..........................................................................189 Part IV: Optimizing bemand with Marketing Cloud..... 201 Chapter 13: Driving Demand with Campaigns ...........................................................203 Chapter 14: Driving Sales Effectiveness with Content Management .......................223 Part V: Delighting Customers With Service C/iimL <..<.<-.<,< 233 Chapter IS: Performing Fast and Accurate Support ...........................,,...,..,.....,.......235 Chapter 16: Managing Your Contact Center with Service Cloud, ............................ Я49 Part VI: Measuring Overall Business Performance .,,,,, ШЏ Chapter 17: Analyzing Data with Reports......,.., .........................................................271 Chapter 18: Seeing the Big Picture with Dashboards ................................................289 Part VIÌ: oesiąniną the Sotutiott vOith Force.caw. ........ 305 Chapter 19: Fine-Tuning the Configuration ................................................................307 Chapter 20: Customizing Salesforce with Force.com ................................................331 Chapter 21: Extending Beyond CRM with the Platform ............................................355 Chapter 22: Migrating and Maintaining Your Data ....................................................371 Part Vttì The Part of Tens .........................................383 Chapter 23: Ten Ways to Drive More Productivity ...................................................385 Chapter 24: Ten Keys to a Successful Implementation .............................................389 Table of Contents ƒ ff If C/Vt *ł ť tf V f I ■ ««««««■««««««•««««««««««««««•«e««««««««««««·«·«««««««·««««««*«·« / Updates to the Fifth Edition.... .......................................................................2 How to Use This Book .....................................................................................3 Foolish Assumptions .......................................................................................4 Icons Used in This Book .................................................................................4 Beyond the Book .............................................................................................5 Where to Go from Here ................................................................................... э Part I: Sa les force Basics α ci α <t <i « « α α α α α α α α <i я α d ci <i с α α t; c c ű с л í; í; c α c ú ri ti c ΰ с ^ с с г. с Chapter 1: Looking Over Saiesforce ............................. 3 Using Saiesforce to Solve Critical Business Challenges ........................... 10 Understanding your customer s customer ....................................... 10 Centralizing customer information under one roof ........................11 Expanding the funnel ...........................................................................11 Consolidating your pipeline ...............................................................11 Collaborating effectively with your colleagues ................................12 Working as a team ...............................................................................12 Collaborating with your partners ......................................................12 Beating the competition ......................................................................12 Improving customer service ...............................................................13 Accessing anytime, anywhere ............................................................13 Measuring the business ......................................................................13 Running your business in the cloud ..................................................13 Extending the Value Chain ...........................................................................14 Integrating with your website ............................................................14 Connecting to social sites.... ...............................................................14 Integrating with other applications ...............................................,,..14 Managing other business processes ................................................. IS Deciding Which Edition Is Best for You ...................................................... 15 Chapter 2: Navigating Salesforee . e ,,, t .., =,..,.,,,.,,.,,,,,,. , Π Getting Familiar with Basic Terms .............................................„..,...,......., 18 Accessing Saiesforce ..............................,....................................................., 19 Setting up a password .........................................................................19 Logging in ................................................,.............................................19 Navigating the Home Page ............................................................................20 Finding records with Search ...............................................................21 Managing your calendar .......................................,.............................22 (/ƒ Salesforce.com For Dummies, 5th Edition Tracking your tasks .............................................................................22 Using dashboard snapshots from the home page ...........................23 Accessing information with the sidebar ...........................................24 Navigating the Apps ......................................................................................25 Discovering the Force.com app menu ..............................................26 Finding out about the tabs ..................................................................26 Discovering a tab home page .............................................................27 Managing Records .........................................................................................31 Creating records ..................................................................................32 Resurrecting records from the Recycle Bin .....................................32 Detailing the Record ......................................................................................33 Saving time with hover links ..............................................................33 Using links and buttons on the detail page ......................................35 Modifying records with inline editing ...............................................35 Capitalizing on related lists ................................................................36 Looking things up with lookup hovers ..............................................37 Getting Help and Setting Up .........................................................................37 Chapter 3: Personalizing Your System .......................... 39 Completing the My Profile Page ..................................................................39 Using the My Settings Menu .........................................................................41 Modifying Your Personal Information ........................................................43 Updating your user information ........................................................43 Changing your display .........................................................................44 Customizing pages ...............................................................................45 Setting up social accounts and contacts ..........................................46 Granting login access ..........................................................................47 Working with Salesforce Remotely ..............................................................48 Synchronizing with Outlook ...............................................................48 Accessing Salesforce from your mobile device ...............................50 Importing Your Contacts ..............................................................................50 Part //; Keeping Track of Customer Relationships......*.,. 51 Chapter 4: Managing Accounts ................................ 53 Getting Familiar with the Account Record .................................................54 Understanding standard fields..... ......................................................54 Customizing account fields ................................................................55 Creating and Updating Your Accounts .......................................................56 Adding new accounts ..........................................................................56 Updating account fields ......................................................................58 Organizing Your Accounts ...........................................................................58 Using account list views ......................................................................58 Creating custom account views .........................................................59 Reassigning account ownership ........................................................61 Building parent/child relationships ...................................................63 Table of Contents Performing Actions with Account Related Lists ........................................64 Defining contact roles .........................................................................65 Displaying an account s opportunities .............................................66 Viewing cases .......................................................................................66 Tracking your account teams .............................................................67 Maintaining Your Account Database ..........................................................68 Merging duplicate records .................................................................68 Increasing account accuracy with Data.com ................................... 70 Deleting account records ....................................................................70 Chapter 5: Developing Contacts ................................ 71 Understanding the Contact Record.... .........................................................72 Customizing Contact Information ............................................................... 72 Entering and Updating Your Contacts ........................................................ 73 Entering new contacts..... ....................................................................74 Importing your contacts and accounts............... .............................. 75 Researching contacts on social networks ........................................79 Updating contact fields .......................................................................79 Cloning an existing contact ................................................................80 Organizing Your Contacts ............................................................................80 Using contact list views ......................................................................81 Creating custom contact views..... .....................................................81 Developing Organizational Charts ...............................................................81 Performing Actions with Contact Related Lists..... ....................................83 Merging Duplicate Records ..........................................................................84 Chapter 6: Collaborating with Chatter ___.......................87 Preparing to Use Chatter ..............................................................................88 Turning On Chatter .......................................................................................89 Understanding Key Chatter Terms ....................................................,.........90 Locating Chatter on Your Home Page.... .....................................................91 Profiling Yourself ...........................................................................................92 Keeping Everyone Informed with Posts ......................................................92 Posting a status ....................................................................................93 Commenting on posts .........................................................................93 Choosing What to Follow ..............................................................................94 Configuring your Chatter feeds. .........................................................94 Following people ..................................................................................95 Your secret is safe ........................................,,..,,.................................96 Following feeds... ..........,.......................................................................97 Being Part of a Group ....................................................................................98 Joining a group .......................................,.......,.....,...,.........,,,.....,,.,....,.98 Creating a new group ..........................................................................99 Receiving Chatter Emails... ...........................................................................99 Using Chatter Effectively ............................................................................100 (/fil Salesforce.com For Dummies, 5th Edition Chapter 7: Managing Activities ...............................101 Reviewing Activities ....................................................................................102 Creating Activities .......................................................................................103 Creating an event ...............................................................................103 Using pop-up reminders ....................................................................105 Creating a task ....................................................................................106 Logging a call ......................................................................................108 Organizing and Viewing Activities .............................................................109 Updating Activities ......................................................................................110 Assigning activities ............................................................................ Ill Completing a task .............................................................................. Ill Chapter 8: Sending E-Wlail .................................... 113 Understanding E-Mail Fields in Salesforce ...............................................113 Setting Up Your E-Mail ................................................................................114 Personalizing your e-mail settings.... ...............................................114 Building personal e-mail templates ................................................. 115 Creating letterheads ..........................................................................117 Saving Third-Party E-Mails to Salesforce ..................................................119 Activating the Email to Salesforce feature ......................................120 Identifying your Email to Salesforce address........ ......................... 120 Saving an e-mail to Salesforce ..........................................................121 Sending E-Mail from Salesforce ..................................................................121 Creating and sending e-mail .............................................................121 Using e-mail templates ......................................................................124 Sending Mass E-Mail ....................................................................................124 Tracking E-Mail ............................................................................................126 Viewing e-mails in Activity History ..................................................126 Tracking HTML e-mails .....................................................................127 Part III: ĎrMng Sales With Sates CiouŁ ...................... 129 Chapter 9: Prospecting Leads ................................. 131 Introducing the Lead Record .....................................................................132 Setting Up Your Leads ................................................................................133 Adding new leads.... ........................................................................... 133 Cloning an existing lead .................................................................... 135 Importing your leads ......................................................................... 135 Organizing Your Leads ................................................................................139 Using lead views.. ...................................................,...........................139 Creating custom lead views .............................................................. 140 Accepting leads from a queue ..........................................................142 Following Up on Leads. ...............................................................................143 Finding and merging duplicate lead records ..................................143 Tracking leads with related lists ......................................................144 Table of Contents Updating lead fields ...........................................................................145 Converting qualified leads ................................................................146 Maintaining Your Lead Database ...............................................................148 Making use of lead queues ................................................................148 Creating assignment rules for automatic routing ..........................149 Transferring leads ..............................................................................150 Changing the status of multiple records .........................................151 Mass-deleting lead records ...............................................................152 Building Your Lead Database with Data.com .......................................... 153 Chapter 10: Tracking Opportunities ............................ 155 Getting Familiar with the Opportunity Record..... ................................... 156 Entering Opportunities ...............................................................................157 Adding new opportunities ................................................................157 Cloning an opportunity .....................................................................159 Modifying Opportunity Records... .............................................................159 Updating opportunity fields ............................................................. 160 Rolling up opportunity data onto the account record .................. 160 Reassigning opportunity ownership ............................................... 162 Organizing Your Opportunities ................................................................. 163 Using opportunity views ................................................................... 163 Creating custom opportunity views ................................................ 164 Defining contact roles ....................................................................... 166 Following Opportunities with Chatter ......................................................167 Chapter 11: Tracking Products and Price Books. ................. 169 Discovering Products and Price Books ....................................................170 Defining standard product fields .....................................................170 Understanding the different types of pricing .................................171 Using Products and Price Books ...............................................................171 Adding products to opportunities ...................................................172 Updating product details for an opportunity ................................. 173 Adding and updating schedules on opportunities ........................ 174 Searching for products ...................................................................... 175 Creating custom views for products and price lists ..................... 176 Building the Product Catalog .....................................................................176 Planning products for success .........................................................176 Adding products to the product catalog................. .......,.......,,.,.... 177 Changing product details in the product catalog.......................... 177 Setting Up Schedules. ..............,...,..,.......,,......,..,,..,,.,......,...,......,....,..,...,.>.. 178 Enabling schedules for your company ............................................ 178 Adding and updating a default schedule ........................................ 1.79 Managing Price Books ................................................................................. 180 Adding to the standard price book ................................................. 181 Creating a custom price book ..........................................................182 Adding products to a custom price book ....................................... 182 Making global changes to price books... .........................................183 Salesforce.com For Dummies, 5th Edition Generating Quotes .......................................................................................185 Customizing quotes ...........................................................................185 Preparing quotes for customers ......................................................186 Revising quotes ..................................................................................186 Sending quotes ...................................................................................187 Chapter 12: Managing Your Partners ...........................189 Understanding the Partner Life Cycle .......................................................190 Understanding a day in the life of a channel manager... ...............190 Understanding a day in the life of a partner ...................................191 Managing Your Channel with Salesforce Communities ..........................192 Enabling partner relationship management..., ...............................193 Creating partner accounts and contacts ........................................ 193 Assigning leads to partners ..............................................................194 Reducing channel conflict with deal registration ..........................196 Accessing Salesforce Communities as a Partner... ..................................197 Viewing and updating your leads ....................................................197 Managing your opportunities ........................................................... 198 Setting Up Salesforce Communities for Your Channel Team .................199 Part W: Optimizing bemand uiïth Marketina Ctoiut,.... 201 Chapter 13: Driving Demand with Campaigns ...................203 Understanding Campaigns .........................................................................204 Creating a new campaign ..................................................................205 Modifying the member status ..........................................................206 Building Target Lists ...................................................................................207 Using rented lists ...............................................................................208 Importing new campaign members .................................................208 Targeting existing members with the Integrated Campaign Builder ...........................................................................210 Executing Campaigns ..................................................................................214 Delivering an online campaign .........................................................214 Executing an offline campaign .........................................................214 Tracking Responses ....................................................................................215 Using Web-to-Lead forms ..................................................................215 Manually updating member statuses ..............................................219 Mass-updating campaign statuses.. .................................................220 Chapter 14: Driving Sales Effectiveness with Content Management ........................................ 223 Understanding Salesforce Content ............................................................224 Identifying content use cases and users .........................................224 Creating Libraries ........................................................................................225 Adding Content.... ........................................................................................226 Table of Contents Editing Content ............................................................................................227 Finding Content ............................................................................................228 Understanding Documents .........................................................................230 Creating folders in the Document Library ......................................230 Adding documents .............................................................................231 Using documents ...............................................................................232 Differentiating between documents, content, and files ................232 Pan V: йейфіщ Customers Chapter 15: Performing Fast eue! Accurate Support .............. 235 Walking through a Day in the Life of a Service Agent............................. 236 Understanding the Case Record........ ........................................................236 Creating a Case ............................................................................................238 Validating the contact............................. ...........,,...,...,..,.,,,.....,,,.....,238 Entering new cases ............................................................................ 239 Managing Cases ...........................................................................................241 Updating case fields ..........................................................................241 Reassigning case ownership .............................................................242 Getting a clue on views and queues ...............................................JA?, Creating custom case views .............................................................244 Knowing More about Salesforce Knowledge ............................................244 Researching and Resolving Cases .............................................................244 Understanding solutions ...................................................................244 Finding solutions ................................................................................245 Attaching solutions to a case ...........................................................246 Communicating the Outcome ....................................................................247 Responding with standard e-mail templates ..................................247 Closing a case .....................................................................................247 Chapter 16: Managing Your Contact Center with Service Cloud ... 249 Preparing Your Salesforce Service Cloud Strategy .................................249 Automating Case Management ..................................................................250 Adding case queues...,.........,..,..,.,,.,...,,.....,....,.,.......,,.....,,,..,...,,.,.,.,. 251 Using assignment rules for routing ...........,.,...,...............................251 Automating case escalation,.,. .............,..,...,......,,......,,...,,.,,,,...,,,,..,..253 Capturing and Associating Cases Efficiently,,..,,.....,,. ........,,.,,................. 255 Harvesting Knowledge,,,.....,,,.,,..,..... ..........................................................257 Understanding Salesforce Knowledge. .................,....,.,,..,...,,,.,..,,... 257 Articulating articles. ..........................................................................257 Creating articles..... .......,,...,..,,..,..,.....................................................259 Publishing articles ..,,..,,.........................................,....,...,..........,..,....260 Helping Customers Help Themselves. ............,.........................................261 Setting up Communities ....................................................................261 Creating a Community .......................................................................262 Salesforce.com For Dummies, 5th Edition Adding Community members ...........................................................263 Customizing your Salesforce Community .......................................264 Sharing Knowledge with your community .....................................264 Improving Agent Productivity ....................................................................266 Using the Salesforce Agent Console ................................................266 Setting up the Agent Console ...........................................................267 Providing customer service from anywhere ..................................267 Using a call center ..............................................................................268 Pan VU Measuring Overall Business Performance. ...... 269 Chapter 17: Analyzing Data with Reports ....................... 271 Discovering Reports ....................................................................................272 Navigating the Reports home page ................................................. 272 Displayinga report ............................................................................274 Developing Reports .....................................................................................275 Building a report from scratch .........................................................275 Customizing existing reports ...........................................................277 Filtering on a Report ...................................................................................278 Using the Report Options section .................................................... 278 Hiding and showing details ..............................................................279 Filtering with the drill-down menu ..................................................279 Clearing filters ....................................................................................280 Exporting Reports to Excel .........................................................................281 Organizing Your Reports ............................................................................282 Creating new folders ..........................................................................282 Maintaining your report library ......................................................283 Advancing Beyond the Basics ....................................................................284 Building custom summary formulas ...............................................284 Understanding additional reporting options .................................286 Chapter 18: Seeing the Big Picture with Dashboards ............289 Figuring Out Dashboards ............................................................................289 Breaking down basic elements..., .....................................................290 Planning useful dashboards ............................................................. 292 Building Dashboards ...................................................................................293 Installing sample dashboards and reports .....................................293 Cloning a dashboard .........................................................................294 Developing a dashboard from scratch ............................................295 Updating Dashboards .................................................................................297 Editing dashboard properties ..........................................................297 Editing a component .........................................................................297 Modifying the layout..... .....................................................................299 Refreshing the dashboard ................................................................300 л л « Table of Contents Щ f Organizing Your Dashboards .....................................................................301 Viewing dashboard lists ....................................................................302 Building dashboard folders ..............................................................302 Part Vìi: ùesiqnìnq the Solution With Forcexom .««....«« 305 Chapter 19: Fine-Tuning the Configuration. ..................... 307 Figuring Out Configuration .........................................................................308 Breaking down basic elements .........................................................309 Planning configuration to achieve success ....................................310 Verifying Your Company Profile ................................................................311 Defining Your Sharing Model ..................................................................... 312 Setting organization-wide defaults ..................................................313 Creating groups ..................................................................................314 Granting greater access with sharing rules ....................................315 Defining the Role Hierarchy .......................................................................316 Setting Up Profiles .......................................................................................319 Reviewing the standard profiles ......................................................319 Creating custom profiles ...................................................................320 Adding Users to Salesforce ........................................................................322 Using Other Security Controls ...................................................................323 Setting field-level security .................................................................323 Delegating administration .................................................................326 Customizing the Look and Feel ..................................................................327 Drag and drop, hovers, and other tweaks ......................................327 Chapter 20: Customizing Salesforce with Force.com. ............ 331 Discovering Customization ........................................................................332 Breaking down basic elements .........................................................333 Customizing for relevance ................................................................335 Building and Editing Fields. ........................................................................335 Adding fields .......................................................................................336 Viewing and updating fields .............................................................337 Replicating your key standard processes ...,..,,..,......,..,...,.........,...338 Understanding custom formula fields.... .........................................339 Using Custom Buttons and Links .......,.......................,..,...,,..,...,..........,.,,..341 Customizing Page and Search Layouts ...............................................,,..,. 342 Modifying a page layout .......,,,..,.,..,.,,...,.,,.,,,,,,.,,.,,...,,.,,..,.,,,.....,.,....34? Assigning layouts to profiles ...................................................,........344 Changing search layouts......,.., .....................,..,...,..,.,....,..,.,...,........ ,34b Managing Multiple Business Processes........ ............................................346 Managing Record Types .....................................................................,.......348 Creating Dependent Picklists .....................................................................350 Salesforce.com For Dummies, 5th Edition Managing Workflow & Approvals ..............................................................351 Creating workflow rules ....................................................................352 Assigning workflow tasks ..................................................................353 Using workflow e-mail alerts ............................................................354 Chapter 21: Extending Beyond CRM with the Platform ...........355 Understanding the Force.com Platform ...................................................355 Preparing Your Force.com App Strategy ..................................................357 Creating Custom Apps with Force.com ....................................................358 Setting up a custom app ...................................................................358 Building your custom objects ..........................................................359 Modifying custom objects ................................................................361 Building relationships .....................................................,.................361 Creating custom tabs ........................................................................363 Sharing Apps on AppExchange.... ..............................................................365 Browsing AppExchange ....................................................................366 Installing custom apps..... .................................................................367 Chapter 22: Migrating and Maintaining Your Data ............... 371 Understanding Your Options for Data Migration ....................................372 Using import wizards ........................................................................372 Investigating the Data Loader ..........................................................372 Migrating Your Legacy Data .......................................................................373 Determining your data sources ........................................................373 Preparing your data ...........................................................................374 Testing the import .............................................................................375 Analyzing the test data results .........................................................375 Migrating your final data ...................................................................375 Validating and augmenting your data .............................................376 Managing Your Salesforce Database .........................................................376 Backing up your data .........................................................................377 Mass-transferring records ................................................................378 Mass-deleting records .......................................................................379 Getting Help with Complex Data Tasks ....................................................381 * ЧЛ ** V * # * * I ff V f И* I * %/ I I vf lv l * a n я <i a α ι« о и a α Ч ο α í u α ju u α її uu u ^ α u ^ ί α o (¡ ч α α ;¡ ^β %J ^ Chapter 23: Ten Ways to Drive More Productivity ........,......385 Finding the Top Five Resources ................................................................385 Revisiting Five Great Productivity Tools ..................................................387 Table of Contents )((j Chapter 24: Ten Keys to a Successful Implementation ...........389 Identifying Your Executive Sponsor ..........................................................389 Building Your Project Team .......................................................................390 Evaluating Your Processes .........................................................................390 Gathering Requirements .............................................................................390 Defining Your Scope and Prioritizing Initiatives ......................................391 Modeling Salesforce to Your Business .....................................................391 Customizing for User Relevance ................................................................391 Importing Clean Data ..................................................................................392 Building a Comprehensive Training Plan. ................................................392 Connecting with Peers ................................................................................392
any_adam_object 1
author Wong, Tom
Kao, Liz
Kaufman, Matt
author_facet Wong, Tom
Kao, Liz
Kaufman, Matt
author_role aut
aut
aut
author_sort Wong, Tom
author_variant t w tw
l k lk
m k mk
building Verbundindex
bvnumber BV042455370
classification_rvk QP 620
ctrlnum (OCoLC)894760784
(DE-599)BVBBV042455370
dewey-full 658.812
dewey-hundreds 600 - Technology (Applied sciences)
dewey-ones 658 - General management
dewey-raw 658.812
dewey-search 658.812
dewey-sort 3658.812
dewey-tens 650 - Management and auxiliary services
discipline Wirtschaftswissenschaften
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genre_facet Lehrbuch
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illustrated Illustrated
indexdate 2024-12-24T04:24:24Z
institution BVB
isbn 1118822145
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physical XVI, 414 S. Ill.
publishDate 2014
publishDateSearch 2014
publishDateSort 2014
publisher John Wiley and Sons
record_format marc
series2 --For dummies
spellingShingle Wong, Tom
Kao, Liz
Kaufman, Matt
Salesforce.com for dummies
Salesforce (Online service)
Customer relations / Management
Salesforce.com (DE-588)7565027-7 gnd
subject_GND (DE-588)7565027-7
(DE-588)4123623-3
title Salesforce.com for dummies
title_auth Salesforce.com for dummies
title_exact_search Salesforce.com for dummies
title_full Salesforce.com for dummies by Tom Wong, Liz Kao and Matt Kaufman
title_fullStr Salesforce.com for dummies by Tom Wong, Liz Kao and Matt Kaufman
title_full_unstemmed Salesforce.com for dummies by Tom Wong, Liz Kao and Matt Kaufman
title_short Salesforce.com for dummies
title_sort salesforce com for dummies
topic Salesforce (Online service)
Customer relations / Management
Salesforce.com (DE-588)7565027-7 gnd
topic_facet Salesforce (Online service)
Customer relations / Management
Salesforce.com
Lehrbuch
url http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027890582&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv AT wongtom salesforcecomfordummies
AT kaoliz salesforcecomfordummies
AT kaufmanmatt salesforcecomfordummies

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