Verfügbarkeit: Salesforce.com for dummies

Salesforce.com for dummies:

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Bibliographische Detailangaben
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
Online-Zugang:	Inhaltsverzeichnis
Beschreibung:	Includes index
Beschreibung:	XVI, 414 S. Ill.
ISBN:	1118822145 9781118822142

Internformat

MARC


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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
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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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spelling	Wong, Tom Verfasser aut Salesforce.com for dummies by Tom Wong, Liz Kao and Matt Kaufman 5th ed. Hoboken, NJ John Wiley and Sons 2014 XVI, 414 S. Ill. txt rdacontent n rdamedia nc rdacarrier --For dummies Includes index Salesforce (Online service) Customer relations / Management Salesforce.com (DE-588)7565027-7 gnd rswk-swf Electronic books (DE-588)4123623-3 Lehrbuch gnd-content Salesforce.com (DE-588)7565027-7 s DE-604 Kao, Liz Verfasser aut Kaufman, Matt Verfasser aut Erscheint auch als Online-Ausgabe 978-1-118-82583-9 Digitalisierung UB Passau - ADAM Catalogue Enrichment application/pdf 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 Inhaltsverzeichnis
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
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