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Before you start
Feature video:
How to succeed with Salesforce CRM
Learn about Premier Success Plans, a unique combination
of our support and training offering that guarantees user productivity and higher ROI!
of our support and training offering that guarantees user productivity and higher ROI!
3:24 min
Video and Interactive Training
Salesforce CRM: An overview New to Salesforce? Here's an overview of what you can do.
(3:31)
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(3:31)
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Logging in to Salesforce How to log in and reset your password.
(2:10)
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(2:10)
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Navigating Salesforce CRM Find your way around Salesforce CRM and learn important terms.
(16:05)
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(16:05)
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Written Best Practices
Salesforce Basics To take advantage of all Salesforce CRM has to offer, your sales reps and managers need to understand how to use the application to manage each deal. It’s the key to accurately predicting revenue, managing your people, and continuously improving sales performance.
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Increasing user adoption Get your users on board with these best practices.
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Where to learn more Take advantage of a wide range of resources.
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Tips for SMBs If you're a small or medium-sized business, with around 20-500 users, the resources in this paper are for you.
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Keeping data clean Get your data under control with the approaches outlined in this paper.
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Building a customer centric business Small and medium businesses can greatly increase their chances for success by becoming customer centric. Here are five secrets for achieving that goal.
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Setup
Video and Interactive Training
Customizing Salesforce CRM Add or delete fields, change page layouts, and adjust security settings.
(10:27)
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(10:27)
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Adding and removing users Learn how to easily add or remove users from Salesforce.
(2:20)
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(2:20)
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Managing users and security More detail on setting up users security settings and how to set up your organizations defaults.
(16:07)
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(16:07)
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Creating custom Web tabs View content from external Web sites from within Salesforce CRM.
(1:37)
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(1:37)
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Creating custom object tabs Expand the functionality of Salesforce CRM with custom object tabs.
(1:54)
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(1:54)
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Customizing user profiles Make exceptions to the default user profiles.
(7:56)
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(7:56)
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Importing data overview Use the import wizard to migrate account and contact data.
(2:14)
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(2:14)
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Written Best Practices
Getting started implementation guide View step-by-step activities to help you get started.
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Getting started workbook Download for step-by-step activities.
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Enabling Chatter Enable Chatter and start collaborating like never before.
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Achieving and maintaining data quality Maintain data quality to ensure adoption and efficiency.
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How salesforce.com manages Salesforce CRM In this document, salesforce.com shares its best practices for managing the application.
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Tips for a successful implementation Whether you’re just starting out or are in the middle of an implementation, this document can help guide you to success.
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Sales & Marketing
Feature video:
Best practices for sales managers
See how sales managers can manage pipeline
and hit their numbers
and hit their numbers
3:59 min
Video and Interactive Training
Best Practices for Sales Reps In this video we'll share with you the 7 best practices and tips that help sales reps make their number.
(3:42)
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(3:42)
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Tracking customer conversations Use activities and tasks to track phone calls, emails, and calendar events.
(8:48)
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(8:48)
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Managing your sales opportunities Manage your pipeline to stay on top of business.
(7:12)
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(7:12)
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Working with accounts and contacts Best practices for working with these critical core objects.
(6:15)
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(6:15)
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Syncing emails and contacts Use Outlook Connect to stay current on emails, activities, and events.
(2:37)
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(2:37)
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Working with leads Best practices for using leads to drive business.
(5:19)
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(5:19)
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Sharing documents Use content feature of Salesforce CRM to share and collaborate on documents.
(3:47)
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(3:47)
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Written Best Practices
5 steps to using the content library Take advantage of the content library for your organization.
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Control your pipeline Take control of your pipeline and your deals by making the most of the opportunity object in Salesforce CRM. Align your sales process with Salesforce CRM—and make your reps more.
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Running campaigns Getting quality leads and knowing how they perform is key to business success.
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How salesforce.com uses Salesforce CRM in marketing Ever wonder how salesforce.com manages its marketing programs? Find out now—and you might just learn something to boost your own marketing efforts.
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Proven ways to generate more leads Capture more leads and follow up on them more efficiently with Salesforce CRM. This document covers the tools and resources that will turbo-charge your lead-generation efforts.
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Tip for successful email campaigns Don’t waste marketing dollars on email campaigns that don’t produce results. Discover and make the most of new trends that optimize email marketing, for maximum return and highest open rates.
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Salesforce CRM and Google AdWords Salesforce CRM and Google AdWords can help your organization track and measure the success of your Google advertising efforts.
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How sales managers use Salesforce Managing all aspects of sales productivity takes work. By providing 360-degree visibility into the sales process, however, Salesforce CRM makes that work easier—and more effective—than ever before.
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How Salesforce CRM helps sales reps Regular use of Salesforce CRM is important to drive full adoption. To achieve this goal, sales reps need to know how the application benefits them, day after day. The bottom line: Salesforce CRM is not just a tracking tool, it’s a sales effectiveness tool.
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Customer Insights
Key lessons for building a successful business Jennifer Benz runs Benz Communications, an award-winning boutique firm that specializes in creating employee benefit communications programs with a unique approach to motivating, engaging, and inspiring employees.
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How one customer's content stays fresh and relevant Darren Cunningham supports an inside sales team. He is responsible for providing that team with leads, tools, and the marketing materials they need to be successful.
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Chatter
Feature video:
Getting social with Chatter
Find out how Chatter helps you stay on top of
everything you need to know
everything you need to know
5:14 min
Video and Interactive Training
Getting your users engaged Help them use Chatter in their daily activities.
(2:52)
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(2:52)
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Chatter best practices All you need to know to use Chatter effectively.
(5:00)
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(5:00)
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Written Best Practices
Chatter rollout guide Not sure where to start? Check out our rollout plan. We’ll guide you through the process of preparing your organization to get the most out of Chatter.
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Getting started using Chatter 5 quick steps to get up and running on Chatter.
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Chatter FAQs Top 10 questions.
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How salesforce.com uses Salesforce Chatter Find out how Salesforce Chatter is changing not just the way we work together, but the way we work. This document shares evolving use cases during the introduction of Chatter at salesforce.com.
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Reports & Dashboards
Feature video:
Working with analytics
Run a wide variety of reports and dashboards with
just a few clicks
just a few clicks
10:31 min
Video and Interactive Training
Getting Started with Report Builder This video introduces the basics of using report builder, a powerful drag-and-drop visual editor for reports.
(2:33)
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(2:33)
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Building Matrix Reports This video shows how easy it is to build matrix reports in report builder.
(1:59)
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(1:59)
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Written Best Practices
Getting Started with Analytics This tip sheet introduces the different analytics features, explains how they work together, and points to video tutorials and help topics to get you started.
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Using the Drag-and-Drop Report Builder This guide helps you get started using report builder, a powerful drag-and-drop visual editor for reports.
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Maximizing Report Performance This tip sheet covers techniques and considerations to help improve report load and processing times.
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Tips for Creating Dashboards This tip sheet walks you through the steps involved in creating a dashboard.
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Taking Advantage of Dynamic Dashboards This tip sheet introduces dynamic dashboards, which run using the security settings of the dashboard viewer.
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Report Formula Summary Functions This tip sheet shows how to use the PARENTGROUPVAL and PREVGROUPVAL summary functions, which let you use grouping values in custom summary formulas for reports.
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Service
Feature video:
Getting started with the Service Cloud
Learn how a support rep's life is made easier
4:08 min
Video and Interactive Training
Tracking your service cases Watch how it's done in Service Cloud.
(3:35)
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(3:35)
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Setting up email to case Follow these steps to use the email-to-case feature.
(3:20)
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(3:20)
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Written Best Practices
Maximize agent productivity Making your agents more productive is a game- changer in today’s business environment. You don’t have to hire hundreds of agents to keep your customers happy—just take advantage of the Service Cloud and these easy tips.
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Tracking call center metrics You’ve got your hands on the wheel, but the only way to get from 0 to 60 is to have your eyes on the dashboard. Visibility is as critical for your agents as it is for management. Find out about the top 5 service metrics identified by your peers.
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Create upsell opportunities Turn your call center into a revenue center by enlisting your customer service agents to up-sell and cross-sell as part of their jobs.
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Measure and increase customer loyalty Customer loyalty has a significant impact on a company’s profits and its prospects for the future. This article provides insight on how you can find out where you stand with your customers and how you can use that information to make your customers more loyal.
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Extending Salesforce
Feature video:
Extend Salesforce CRM with the AppExchange
Find and install apps from the AppExchange without
building them yourself
building them yourself
0:57 min
Video and Interactive Training
Integrating with Google Apps Work on Google Apps documents, spreadsheets, and more ... all from within Salesforce CRM.
(1:52)
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(1:52)
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Building custom apps with Force.com Customize or build new applications on Force.com.
(54:36)
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(54:36)
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Written Best Practices
Customize and extend Salesforce Make the most of Salesforce CRM by customizing it to your needs. Ranging from point-and-click tools to sophisticated development environments, there are tools for every need—and level of technical expertise.
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Using AppExchange Looking to extend your Salesforce CRM success to new employees and departments? In this whitepaper, you will learn how to easily find, test, drive and install over 750 pre-integrated cloud computing applications from the AppExchange.
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User Adoption
Written Best Practices
Change management steps By continually enhancing your application, you’ll improve adoption, broaden usage, and improve your user’s overall experience. To make sure you’re making those changes that will have the biggest impact on your business, you need a product release strategy that will “bubble up” those enhancements that will keep your application—and your users—performing at their peak.
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Developing a training strategy Training is one of the most important investments you can make. Find out how to do it right.
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Email templates for customer emails Make your sales reps more productive, enforce your corporate look-and-feel, and ensure your messaging is always consistent and on point.
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Measuring adoption, 3 key areas User adoption is key to making your salesforce.com solution successful. To make sure you stay on track, you need to be proactive about measuring adoption. This document outlines three key areas for measuring user adoption.
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Increasing user adoption User adoption is key to making Salesforce CRM a success. To ensure high rates of user adoption you need a long-term strategy, with ongoing efforts to drive adoption. Find out how to make incentives and rewards part of your adoption strategy.
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