Salesforce CRM - A complete introduction for new users | Haoming Yau | Skillshare

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Salesforce CRM - A complete introduction for new users

teacher avatar Haoming Yau

Watch this class and thousands more

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

49 Lessons (5h 11m)
    • 1. Salesforce CRM - A Complete Introduction

      4:20
    • 2. Introduction to Salesforce

      7:24
    • 3. Salesforce Basics Clouds and Editions

      6:54
    • 4. Salesforce Lightning vs Classic

      3:42
    • 5. Signing up to a developer org

      2:51
    • 6. The Salesforce Homepage

      4:11
    • 7. Salesforce Tabs and Apps

      7:18
    • 8. Salesforce Search

      5:38
    • 9. Salesforce Record Pages

      8:03
    • 10. How data is organised in Salesforce

      3:48
    • 11. Standard and Custom objects

      6:58
    • 12. Types of Fields

      6:15
    • 13. Salesforce Record Types

      8:28
    • 14. Salesforce Accounts and Contacts

      8:43
    • 15. Salesforce Leads

      6:42
    • 16. Salesforce Opportunities

      9:45
    • 17. Salesforce Tasks and Events

      8:27
    • 18. Cases

      7:35
    • 19. Salesforce Users

      7:07
    • 20. Campaigns and Campaign Members

      8:41
    • 21. Salesforce Files

      4:39
    • 22. Salesforce Customisation Options

      5:44
    • 23. The Salesforce AppExchange

      9:06
    • 24. Salesforce Automation

      8:29
    • 25. Duplicate Management

      7:11
    • 26. Validation Rules

      7:40
    • 27. Salesforce Chatter

      6:42
    • 28. Introduction to Salesforce Security

      5:24
    • 29. Integrating Salesforce and Outlook

      7:42
    • 30. Introduction to Salesforce reporting

      3:31
    • 31. What is a Salesforce report

      2:41
    • 32. Reporting Navigation

      7:33
    • 33. Exporting a Salesforce Report to Excel

      3:12
    • 34. Creating a new report

      3:05
    • 35. Report Builder: Customising Columns

      4:17
    • 36. Report Builder: Filters

      7:19
    • 37. Report Builder: Grouping your Salesforce data

      7:58
    • 38. Report Charts

      3:31
    • 39. Report Permissions and Folders

      5:37
    • 40. Subscribing to reports

      6:11
    • 41. Introduction to list views

      9:22
    • 42. Creating and modifying list views

      7:59
    • 43. Mass editing with list views

      5:11
    • 44. Introduction to dashboards

      4:56
    • 45. Creating and Editing dashboards

      9:29
    • 46. Dashboard Filters

      6:07
    • 47. Where to get help

      6:22
    • 48. Learn Salesforce with Trailhead

      6:28
    • 49. Trailblazer Community

      4:50
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About This Class

Salesforce is the World's No 1 CRM. It is a cloud based solution that helps companies with sales, improving customer service, information management, automation, manage financials and much more.

This course has over 4 hours of content and will provide you with a complete introduction of how to use Salesforce and what it can do for your organisation. It is ideal for new users, decision makers and beginner Salesforce administrators.

It is delivered by Richard and Yau, two experienced Salesforce consultants with years of experiences in supporting organisations with implementing technology.

Course content includes:

  • Signing up to a free developer Salesforce Org
  • Navigating Salesforce
  • Data and objects - Including Accounts, Opportunities, Cases, Campaigns
  • Salesforce features - Including Automation, Validation Rules, AppExchange
  • Salesforce reporting
  • List Views
  • Dashboards
  • Getting Help

Learning Outcomes

  • A comprehensive and complete overview of Salesforce for new users
  • Understand what Salesforce is and the benefits it can provide to your organisation
  • Learn how to navigate around Salesforce
  • Be familiar with key features and functionality provided by Salesforce
  • Understand Salesforce objects and how information is organised in Salesforce
  • Learn how to use Salesforce reports, list views and dashboards

Meet Your Teacher

Teacher Profile Image

Haoming Yau

Teacher

Hi I'm Yau, a solutions consultant & trainer based in London. I have over 15 years experience in supporting organisations and individuals with implementing processes, technology and systems to help them achieve their goals. I am a x9 certified Salesforce Consultant and a Notion Pro.

My passion is making a positive difference in people's lives and therefore great care and focus is taken to ensure my online courses are practical and useful to people.

I am also the founder of Social Sports Mix, one of the largest Meetups in London that organises rounders (British Baseball) and mixed gender football events.

See full profile

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Transcripts

1. Salesforce CRM - A Complete Introduction : Hello, I'm Yao, a Salesforce Consultant and Trainer with over seven years experience in the sales force weld and nine times certified. I've been involved in implementing and supporting Salesforce for many different types of organizations. I'm looking forward to sharing that knowledge and experience over this course. This course could be helpful for you if you, for example, are starting a new job that has Salesforce and you want to get a head start with learning more about the platform. It could also be useful if you are a technology decision-maker. And once you see and find out more or it can do for your organization. Or you may have used salesforce in the past and you want a refresher. Now, although this course is not focused for Salesforce administrators or developers, if you are thinking of Salesforce as a career and you're new to it, then you should find this course useful to as an introduction, we will be presenting a developer edition of Salesforce, which is available for anyone to sign up and use for free. We will also be using the newest salesforce lightning experience user interface arbitrarily delivering this course with Richard. Hi, my name is Richard Pomeroy and I'm a Salesforce Consultant and mentor. And look forward to working with you on this course alongside the owl as an instructor, I have nearly 11 years of experience on the Salesforce platform, having worked in both a consultancy and end-user environments at the time of recording, I have seven cells or certifications, including administrator, advanced administrator, platform AppBuilder, Sales Cloud consultant, Platform Developer one, product specialist and portal consultant. The Salesforce ecosystem provides many opportunities for personal development and growth. It also has the power to help businesses create truly tailoring journeys for their customers. Join this course, I look forward to sharing with you some of the lessons that I've learned to help you achieve your goals and not to your business. Let's now take a look at the course outline. We have divided the course into six main areas. Like now, you're in the introduction. In the next lesson, we'll give you some background information on what cloud computing is, what CRM is before I viewing Salesforce's value proposition and why does the choice for many businesses? Next, we'll explore navigating Salesforce. In this section, we'll look at some of the areas of note to them, the system, but you'll become very familiar with if you become a Salesforce user. These include the homepage, apps, tabs, search, record pages, and so on. In short, this section we'll teach you how to find the information you're looking for within salesforce. After we've established our drawings, will look into the cells was data on objects themselves. From this section, you'll become aware of what a Salesforce object is. Be familiar with some of the out of the box objects such as accounts, contacts, leads, and opportunities to name but a few, as well as having awareness of some of the customization options available. This leads us to our section on Salesforce features. Here we'll look at how cells was can boost your productivity for your business. They've automation, improving data quality, collaboration, and some ways to keep your data safe. At this point, we'll change gears and explore some of the many options for getting outputs for the system in the form of Salesforce Analytics last fall from least. We'll then explore some of the many ways in which you can get help and information from the Salesforce ecosystem. In short, whilst this is not an administrator courses yeah, outset, we hope you'll get a strong foundation to understand what Salesforce is and how he may use it in future. In summary, we've covered an overview of what this course be covering in this lesson. It is an entry level overview of the Salesforce platform covering a number of areas that you will need to be familiar with in order to become proficient with Salesforce. It is not Administrator Course or developer course. Nausea intended to be the sole resource to inform purchasing decisions, please ensure that your clients make a purchase or sell source that you consult Celsius directly as licensing and features will change over time. In this lesson, we've overview the key areas of the course and we've also introduced ourselves. We look forward to working with you throughout the course. 2. Introduction to Salesforce: Hi, and welcome to Introduction to salesforce. Over the course, we're going to cover a lot of content which will hope you find useful and enjoyable. The course is intended to give you an introduction to many aspects of the Salesforce platform. Before we start looking at these topics more carefully, we must give you some background to these concepts. The purpose of this lesson is to give you that background on why Salesforce is a system of choice in many businesses. To do so, we'll look at what is meant by cloud computing, as well as Wiseman by CRM or customer relationship management systems, will then tie this into Salesforce. To understand the value that Salesforce provides, we must first understand what is meant by cloud computing is the on-demand or provision of resources over the Internet. The services are often provided by large service known as datacenters. The data-centers handle requests made by individual users and a shimming have the right access rights. The datacenter then provides you with the content that you've requested. Cloud computing is also common in day-to-day life. Netflix, Disney Plus Amazon, Facebook, Office 365. Even watching this course hasn't made possible by cloud computing. It is safe to say that Cloud computing underpins many of the features, the Internet, which we all take for granted today. The reason that cloud computing has become so popular is the numerous advantages it provides some businesses. Here are some of the common ones. Flexibility, the ability to empower teams on the move and club rate anywhere. Scalability, the ability to add or remove people as your business grows or shrinks. Security role in having to have an in-house security team. A lot of the security considerations are managed by a third party. It is also easier to control access rights, continuity in showing that in the event of an emergency or disaster, all your eggs in one basket. For example, if you had a server in the office and the office burnt down and you have no backups, you'd be in trouble. Cloud computing, on the other hand, assuming you're working with a vendor that has robust disaster recovery procedures themselves, that serves could still be provided elsewhere. Updates easier to manage as well with less downtime and less than tunnel resources required. Cloud computing is also cost-effective without needing to purchase, maintain, upgrade, and server server. Cloud competing can also be a source of competitive advantage. By using the Cloud, you're able to access the latest technology with various third-party tools, often able to be integrated in this innovation on demand and certainly can provide an advantage. We've now looked at Cloud computing as a high level. We now need to take look at customer relationship management systems or CRM, in order to bring this back in line with Salesforce, CRM is basically a database. Gates would centralizing interactions with customers and stakeholders. If you've worked with business which has multiple departments working in different systems or spreadsheets, you will very likely be aware of the potential less of silos. One department has one piece of information about a customer and other has something else, with no one having a complete picture. This often causes inefficiency and risks. Poor customer service in contrast, and effective CRM helps to overcome this by a1, coordination, transparency, and consistency. It can also be marketing efforts by helping with targeting and segmenting super having all day to one place. You can actually make sure the initiatives you're trying to fulfill or going to the right people. In short, the goal of a CRM is to give you a holistic view of your customer and in turn, have happier customers because of it. Now it's time to start seeing how this relates to Salesforce. As you may have guessed, salesforce is a CRM platform which is also using cloud computing. In fact, it's Cloud only. You can't install Salesforce onto local server. But there are a number of reasons why Salesforce is chosen in particular over its competitors. Let's take a look at some of those reasons now. First, Salesforce is widely regarded as a market leader, is one of the first platforms outlier, which was using solely Cloud. It is scalable. You buy licenses as you need. Now also means you can buy product as you need, as well. As we'll see, there are various different offerings available from Salesforce. So rather than purchasing the entire suite, you can choose what features are best for your business. Salesforce invests heavily in its infrastructure to ensure a secure and reliable salesforce isn't just a CRM, it is also a platform. That means you can build more functionality on it rather than just solely CRM related capabilities empowers your business to customize and tailor the system to suit your needs. Alongside this, there are many different options for extension and support. The app exchanges will see later in this course has an abundance resources available. Some free, some paid, some pre-made products, and also consultancies. So depending on what you're trying to achieve, also ourselves was how something that can help taking this all into account, Salesforce combines the power of CRM with the Cloud. I will now take us through this a bit further and summarize the key points. Are able to, yeah, all sorts of organizations are using Salesforce due to the ease of customizing the platform. This includes sectors such as retail banking, government departments, and non-profits, and organizations of different sizes. It can scale to size wherever you are working with a small team and non-profit or a large enterprise, the platform could be suited to your needs. As you grow, you simply combine more licenses. It's widely uses a customer relationship management system, helping organizations manage its customer processes that can include sales and marketing. But also businesses are using it as a database for all sorts of information management and supporting with improving processes through automation, it becomes a tool for collaboration that can be used across teams including sales, marketing, finance, and HR. Salesforce also has in-depth reporting functionality that lets you better understand and act on your company's data. In summary, there are many ways and technology offers a return on investment that ultimately is designed to help an organization develop deeper relationships with new and existing customers, as well as improve their processes. That can lead to cost reductions. Central to that technology is cloud computing, which offers a MAN its benefits, the flexibility to easily access Salesforce from anywhere. The keys of Salesforce is its customer relationship management CRM system. A CRM system helps organizations manage customer processes from initial inquiries through sales. Salesforce is a market leader and versatile platform that can be tailored to suit your business need. 3. Salesforce Basics Clouds and Editions: Hi and welcome to this lesson themselves for submissions and clouds. In this lesson, we're going to take our first look at the variety of products available in the salesforce system and also the various tools that are available. In particular, we'll look at sales and service cloud, which it turned most commonly used products in Salesforce. And we'll get an idea of what the different editions mean and how you can start choosing what's best for you. Salesforce is a vast platform with many different products, solutions, and services available. These are intended to cover a wide variety of business needs. Products are the different cloud offerings provided by Salesforce, Sales and Service Cloud amongst most common. But as we shall see shortly, the many different offerings available solutions are Salesforce's products geared towards particular vertical sectors. In recent years, Salesforce has increasingly honed its offerings in particular, verticals, such as public sector, non-profits and commerce to name but a few. The premise being to make cell, so it's more easy to adopt upfront and to demonstrate the value that Celsus can provide. Supports and services are provided by Salesforce. These include Trailhead, the community support and adoption and advisory services. So most aspects of cell source, you can choose the right level for your specific needs, for various different tiers and additions. The purpose of this is to help control your costs and ensure that the service you receive matches your business's needs. Now let's take a look at the cell, so it's website and see some of these offerings, products and services firsthand, here we are in Google, and as you can see, I've done a search for Salesforce products. This is termed this result here, which we're going to click on, which would take me to the localized Salesforce UK product's webpage. This web page gives an overview of what cell sources all about and the various different products, solutions, and resources that are available to you. Let's take a look here on this first page, and now you can see the various different videos and links available to give you a better idea of what Salesforce can do for your business. If I swapped the top and click on what is Salesforce, it further expands on this. And it illustrates how Salesforce, as a platform in devastate, give customers and companies the best possible chance to work together to get the best results above. Let's now take a look at some of the products that are available in bit more detail and that's go to sales. Within cells. You can see this is all about optimizing sales processes and ensuring that the journey for customers as efficient as possible, both for employees and the customers. We can see here there's details about the various different features that are available within Salesforce to help close more deals and ensure that collaboration is maintained. It's also really important to stress that Salesforce recognizes that not all businesses are the same. So the services and features available, again to handle various different needs. If we take a look at pricing, you'll see that there are various different editions available. As I mentioned on the previous slide, these are indicative prices and if you are looking to procure Salesforce, I would recommend engaging with Salesforce directly to see if there's any offers or a special pricing available. At particular thing to note, especially if you're choosing a version for yourself, is to consider what features are available. Again, engaging cell sources really important in this part of the process as There'll be able to give you a lot of insight in terms of features that may or may not be relevant. But you can also take a look at the various different features here. And you can see here we've got the Download Full addition comparison charts. If I click on this PDF, which outlines some, we level the features, both gives you quite a detailed breakdown of the various different features available in Salesforce for this particular cloud. This is very useful when you analyze the different editions. And as I said earlier on, helps ensure you keep the offerings proportionate to your needs. Now, let's take a look at service cloud. So going back to top of page again, products, service. And as you can see, it's very similar in terms of its layout. We can look at pricing again, and we can then scroll down to features. And we can again download a comparison chart. All right, so now let's have a look at some of the solutions variable. Remember these are more geared towards different industry sectors. So you can see they go offerings by business type, role needs an industry. So if I click on an example overview here, there are various different industries covered by Salesforce. Each of these links takes you to a particular page and illustrates how Salesforce's cloud offerings can't be geared towards that particular use case. When you look at this in the future, the offerings may be different. So again, it's really important to do a bit of homework if you're choosing Salesforce, because what you see today may not be necessarily labeled tomorrow or maybe actually further enhanced. Lastly, let's take a look at some of the support and service offerings that are available. If I click on Overview and success clouds, it gives you an idea of the different services such as adoption advisory and success. And as I mentioned before, you can tailor, for example, success to ensure that the level of support your need is proportionate to your business. So for example, if you have an internal app and, and developer, and if you've got enough capacity, we routinize people to fulfill your business needs. You might be quite happy to use the standard success and the success factors to every customer as part of their Salesforce licensing. On the other hand, you may wish to consider Premise success. This is an additional cost that gives you a higher entitlements in terms of support, but also provides you access to additional resources which can help improve your adoption. These include, for example, admin supports if you choose for the Ottoman assessed, boss gives you access to a number of accelerators. Accelerators allow you to interact with specialists at Salesforce about particular topics. Sure, you're getting the best value and accelerate your adoption. Let's summarize what we have learned. Firstly, there are various Clouds available within Salesforce. These cater for different needs and you should be careful to choose what will suit your business. The various different support offerings available make these can be tailored and packaged in a way to suit the needs of your business. And both, these typically consists of different additions where you can have either enhance entitlements or you can choose to minimize what you have. And that dictates how much you pay on a monthly basis, allowing it to be scaled to suit your needs. 4. Salesforce Lightning vs Classic: Hello and welcome to this lesson on Salesforce classic enlightening. In this session we shall cover what self-service classic enlightening are and what this means for you. The terms classic enlightening relate to the user interface or UI by using within Salesforce up until 2014, classic was the main user interface technology that you would see within Salesforce. It is an efficient, text-based UI whilst functional, it is now updated and has been largely superseded by lightening. Lightening provides a better user experience with new features to bolster productivity for uses such as Kanban views, better searching and harms reports and dashboards, blinding or smart security benefits as far as providing more flexibility for admins and developers. In summary, it's component-based architecture helps to provide a much more tailored and productive user experience for users. This course focuses on lightning experience. Let's have a quick look and see what classical lightning look like in Salesforce. If now locked in to Salesforce, what you're seeing in front of you the moment is Salesforce classic. Classic has a predominantly tab based UIs. You can see at the top looks quite dated. It's very text heavy. Go to some records, say for example, SF basics is quite compact. It's not particularly friendly to look at. This one, the reasons why Salesforce has invested time and energy into moving into lightning experience. So that's how have a look at the same homepage and account page we've enlightening, We are now have enlightening experience. And as you can see, the UI is very different. We saw in classic is it's law and bottom. And we have a number of pre-made components built by Salesforce. If I look at the same SF basics account record as well, you can see the page space is being used much more wise. Well, to highlight peace information, easier. We are to see the related records on the right-hand side of the screen there much clean away and also the detail screen is still a useful format. It's one of the main benefits of light and it's actually using the page space and a more optimal way to boost productivity for users and make a much more intuitive user experience. Okay, but let's take a step back. You may be wondering what this means for you. While it's likely, if you're watching this course, you'll fall into one of three categories. Either if you sell shares in the past in classic, you'll be using classic now today in your work or your new user or Audi using heat lightning experience in your work, if you've used cells was in the past and are familiar with classic, you should be aware that there will be changes. You'll have to get used to have enlightening experience, but don't worry, they will make your life easier. And you'll see some of those in this course, you in a great place on that front. If you're currently a classic user, you might want to think about why you're missing a lot of Salesforce's latest innovations. I'm certainly during the course, you'll understand more about how Lightening works and how it may help your business. You may wish to consider potentially transitioning to lightning. Lastly, if you are new user or to using lightning experience, that's great as well. We don't encourage you to learn classic at this point. Lightning is the future of Salesforce. So it makes sense you to focus your attention on lightning, on the options that are available for you. We'll only cover lightning experience in this course. Let's summarize what we've learned in this lesson. Firstly, classic is the older cells. User experiences text-heavy, compact, but functional lightening is the next-generation Salesforce user experience. It's graphical, feature-rich, and component-based. Our focus here will be on lightning. If you're already using classic, consider moving to lightning and use the resource that Salesforce provides to help you. We'll provide some shortcuts these in the resources. Lightning is the future of Salesforce. We encourage you to stay in lightning, see some of the features that are going to help you and embrace its power. 5. Signing up to a developer org: In this video, we're going to go through setting up a salesforce developer org. We highly recommend that you sign up to a Developer Edition account if you haven't done so already. In this video, we'll go through what a developer is, how you set one up and cover some resources that can help be a Developer Edition account is something you can use to learn Salesforce, it's free to sign up for is a great way to explore the Salesforce Lightning platform. To get a developer org go to developer dot salesforce.com where you can sign up by completing a form. Here there should be a link to a sign-up page. You enter your details on the username. This has to be an email format, but doesn't have to be the same one that you entered as your own email. It has to be something that hasn't been used before by you or anyone who has signed up to Salesforce. You should then receive an e-mail with login instructions. The first time you login, it will prompt you to set a password and security question. You can then login by visiting login dot salesforce.com and entering your username and password. So a developer edition can be used as a learning or development environment. It's not meant to be used for real life business cases. And there are limits to the amount of data you can store in the Developer Edition, which prevents you from doing that. It is pre-configured in a similar way to when you set up a new trial account for Salesforce. Unlike trial accounts, they won't expire in 30 days. When Login, you have standard functionality and applications installed, such as sales cloud and service Cloud. You may already use Salesforce for work. When you login. It might look a bit different. And that's because it's been customized for your organization's requirements. When you're working on your developer. Ok, though, this will ensure you have full permissions to explore all functionality that will be available to you in a safe environment. The demonstrations we show in this course are all done in a salesforce developer org. So in summary, a developer August for learning not for commercial use. We highly recommend that you sign up by going to developer dot salesforce.com. And in the course resources will put some additional information about the differences between the cells for submissions. 6. The Salesforce Homepage: In this video, we're going to have a look at the sales force homepage. You should see something similar to this. When you look into your salesforce developer org, go to login dot salesforce.com and enter your username and password. Here is our Salesforce homepage. When we log into our developer org, if you use Salesforce for work, your page might look quite different. That's because your work Salesforce environment might have been customized for your company team or your job role. For work, you should work with your Salesforce administrator and consultants to customize the page how you want it in your developer or caregiver and in all Salesforce orgs, you should find some common features on screen. For example, we have the global search, where you can search for anything in the system such as an organization or contact. As you start typing in the search bar or search results suggestions or come up. Just below that we have a menu bar where you can see links to different areas of the systems. For example, tasks, accounts, contacts. These are called tabs, and they'll take you to the homepage for that particular area of the system. On the top right, we have favorites. This is if you want to save a page for quick access later, you can see all your favorites by clicking on the drop-down. For example, if this is a page that we work with a lot, we can save it in our favorites here. And now. Whenever you're on any other page in Salesforce, you can go to the drop-down and you'll see you can navigate to your favorites easily. In a jot down your say, have the option to edit your favorites. So to remove or reordered the pages that you've saved. Also on the top right, and you'll find global actions which has links to things you can do, such as creating a new lead or contact. You also have in-app learning and help, which are all resources created by Salesforce. We then have the setup icon, which is where if you are a system administrator, you can configure and customize Salesforce. Then you've got the Notifications icon that will display any personalized alerts. So it's just being mentioned on a particular page. And in the corner icon where we have Astro, which is one of Salesforce's mascots. We have options for settings. Clicking on Settings will take us to a page with a sidebar. We let u, v and change settings, such as your personal information, display and layout and email. Underneath the menu bar in the main area, you can see there are a number of screen blocks. These are called components. Your administrator can customize Salesforce to show relevant components for you or your team. Default examples we have in your developer org include quarterly performance, the tasks and events for today. And I'm insistent that should alert you to things that you should be paying attention to. Your developer org starts with limited data, and therefore these components are currently blank. Your Salesforce administrator can configure different homepages for different teams with page components relevant to them. The Salesforce homepage should be a place where a user can see important, relevant information in their system. The search bar and tabs at the top should help you navigate to the different areas on Salesforce. 7. Salesforce Tabs and Apps: Welcome to this lesson on tabs and apps. In the previous session, yeah, walks us through the homepage. We've also shown you some of the key areas of Salesforce in isolation in previous lessons. Here, we will start joining us in the dots view and show you how to navigate around sales-force via tabs and apps. We will also give you a few pointers on how users can customize their apps. Before we look at apps, let's talk about tabs. Tabs appear at the top of the page. These are in what's called the navigation bar. They provide shortcuts are different areas of the system. They can include, for example, accounts, contacts, and opportunities you, Armen and developer can also create tabs of custom pages too, which we'll have a look at shortly. The current tab you are in is highlighted, such as the Home tab in the screenshot. A number of taus have dropdowns to allow you to easily perform certain actions. These can include, for example, during recent records or recently viewed lists, you can easily create a favorite too by clicking on the style icon at the top of the page. This allows you to access the page again easily with a couple of clicks. If you have too many tabs on the screen, if you click on the More icon to show additional tabs, as you can see on the screenshot. Now we have an understanding of tabs. Let's take a look at apps. Apps are simply a collection of tabs which you can access via the app launcher on the top left of the screen. When you click on the App Launcher, you can see various apps easily. But you can click View All to see all the tabs and apps available to you. If your admin or developer has given you access rights, you can also customize the app to suit your needs. You can see this by the pencil icon on the right hand side of the screen. There are also two main types of navigation within Apps, Standard and console. As such, what you're seeing here may not match exactly what you're familiar with. If your current user Salesforce uses less than purely suggest no idea of what is possible. Now that we've covered off the foundations, Let's take a look at some tabs and apps in action. We are now backward in our faithful Salesforce develop org. Looking at the top of the page, we can see that we are in the sales app. Navigation bar contains a number of tabs such as home, opportunities, leads, and so on. If I click on the opportunities tab, I'm taken to the opportunities recently viewed ListView. If you're unfamiliar list views, do not worry. We have a section dedicated to these later in the course. Clicking on the drop-down a number of options open up when my favorites we can see recently viewed. We can also see that this ListView has been favorited By the fact is appearing as a highlighted blue star at the top right of the screen. If I click on All opportunities now that star is no longer highlighted. If I click on that box now, you can see is then added to my favorites. Each user can have up to 200 favorites, and these are solely fuel use Berman that not all types of pages can be favorited. For example, if I go back to the homepage here, you can see it is not supported. As a general tip, carefully choose what you want to favorite. We can see our favorites by clicking on the drop-down next to the star. And we can remove them either by clicking on the stack when it's highlighted, so it becomes de-selected. Or we can click on edit favorites and move it directly from that. Greenbacks opportunities. Now you can see recent records and recent lists. I can do the same and leads to, as you can see, notice I don't have to go into the tab itself. This makes a very productive user interface. So about yourself and your users. If you add 10 developers made available, you can also personalize your navigation bar. Click on the pencil icon on the right-hand side of the screen. And that allows you to either reorder or add favorites or tabs to your navigation bar. Here are our recently viewed opportunities, or next to the opportunities tab. I'm going to rename it and save. If we want to remove it, will revert back to the default. My argument is set of simply go to that pencil icon again and either click on the cross next to the item in question or select, Reset navigation to the fold, I'm safe. In the last lesson on searching, now showed you how to open multiple records in different tabs. For example, if I go to the opportunities here, you can see I've got two SF basics opportunities. I wanted to open both of them at once. I'm going to press control and left-click. And you can see I've got two browser tabs open now, if you were uses anything like me though, this can get very messy very fast. You can then having a very large number of browser tabs open. You may recall in the slide deck I mentioned there are two types, navigation, standard and console. Well, this is standard navigation console gives us other options to handle this. Let's close these browser tabs down. So go into the app launcher. I'm going to slip CEO just so we can see all the options available. Bear in mind of course, that what you see here may not be millet in your system that is dependent on what options are available to you controlled by your Arduino developer. Within the apps, we can see a few which medicine consoles. Let's briefly check out the sales comes or by clicking on the sales console link. Wherever the tub scum I hear you ask, consoles work in a very different way to standard navigation. Welcome. Having all the tabs across the page, we now have been condensed into this drop-down. So I click on the drop-down, you can see all the tabs that are available within this app. How is less than promises species then if I now go into the opportunities again, I'm going to press control and left-click opens opportunities. You can see that now the aim their own separate tabs in the Salesforce window. Each tab also has a little drop-down next to them. So if we look at these, we can see we can refresh pin, one pin to our easy access, a bit like a favorite, but for the console customized to rename or change the icon. We'll close the tabs. There are also a number of tips and tricks. The console's a porcelain can resources for your reference. If you are unsure which is best view, standard navigation or console, it depends on the use case. Consoles are very good for high productivity frequently use and violence. They allow people to switch between tabs very easily and avoid, as you saw earlier, having lots of different browser windows open. There's nothing wrong with standard navigation though. It is still very productive user interface. But if you're going to be in South was heavily and need to navigate between records frequently. You're probably better off in a console. In suddenly tabs are linked with top yourselves was page, and navigate around the Salesforce. Tabs available to you will depend on admissions given to you by an admin and developer apps on a collection of tabs. What you see will also depend on what has been given to you by your admin and developer. If you have locked missions, you can customize your apps and tabs by using the pencil icon, as we saw in the demo. Next, we should take a look at how you can search the records within Salesforce. 8. Salesforce Search: In this video, we are going to cover the search functionality in Salesforce. This will include some tips and tricks on how you can successfully find the information you need within your system. In Salesforce, when you're logged in, you can search across the whole system in the global search bar. At the top of the page, you can search for anything including organizations, contacts, anything that you have permission to see. You can start typing in search terms in the search bar. Recently viewed pages may be suggested. By default. It will search across the whole system, but you can choose to focus on a particular area of the system, such as accounts or contacts. And then it will present you a page of sorted search results. Here we are in Salesforce. And let's say we want to search across the system for information on the organization, age communications. So here's the search bar at the top. And when I click on the Search bar, it comes up where recently viewed pages as suggestions, like Edge communications. Then it's sort of filters out the suggested search results. But I can press, Enter or click on this magnifying glass item. And then this displays the search results. Here you see the search results are grouped by the different areas of the system or by object accounts, opportunities, contact. And in the sidebar, we can focus on a particular area of the system, such as opportunities. And in the sidebar we can go back to top results to see our previous page. Anything in blue, we can click on to go to the record page, and we can use the back button on the browser. Let's go back to our previous page. When looking at a record page, you may want to right-click and open the link in a new tab. In this way, you will not lose your search results. This search results page only shows a snapshot of all the relevant records in the system. For example, with accounts, you can see there's one result, opportunities for results. But in contacts it says five plus results. And you can only see five results displaying on this page. You need to click on view more or you need to click on contacts here, or contacts on the sidebar in order to see more results. It's a clicking on this. You can now see six results displayed. If we had lots and lots of results here, then you would have to scroll down. You can also click on any column in order to sort the results by that particular field. So here, this is now in alphabetical order. Going back to the search results page, you may also need to click on show more on the sidebar to see other areas of the system. If what you're looking for isn't displayed initially, not everything displays because Salesforce is such a vast system, it will initially suggest the main areas of the system, the areas you are likely to use the most and clicking on view more. In the sidebar, we'll open up the other areas of the system. Your Salesforce administrator can also customize this page. They can configure what columns appear for each area of the system in the search results. As well as this default sorting gets in touch with yourselves versus administrator. If you are having trouble with finding the records, you need. One reason you might not be able to find something is due to security or access rights. When searching, if you spell what you're looking for wrong, you might also end up with no results. So for example, if I have hard to spell word-like delivering from the Harry Potter films, and I spell it wrong. And this will show no result. It's not as clever as Google, it doesn't give you suggested results. What you can do though, is you can enter the first few letters. Say if I just enter a cell and enter, then you can see the result come up. It's also possible in cells we'll see use wildcards and operators for search. Wildcards and operators give you more control over your search results. So wildcards are things such as asterix and question marks that will help you find items based on characters that event ID. And operators are terms such as and or not an or two to filter your searches more and you'll find more information on wildcards and operators for search on the Salesforce help pages. So in summary, there may be many features and Salesforce and your screens may be customized for your organization. But all cells was environments should have a global search bar at the top of the page. And it's one of the easiest things you can use to find what you're looking for in Salesforce. 9. Salesforce Record Pages: Hi and welcome to this lesson on cells whose record pages. In previous lessons we've talked about how to navigate through the system via apps, tabs, and search. In this section, we'll look at record pages, which represent the end of the navigation where you found the data you wanted to interrupt with. We'll explore record pages actually are, and how to navigate them. So what is a record page? It is simply a user-friendly and structured way of displaying your data. Admins and developers can tailor this to suit your specific needs. So on-screen, for example, we can see there are a number of key features when a record page, starting on the left, we have the highlights panel. The highlights panel allows you to see key piece information. Their argument or developer has wanted to emphasize to make it clear and easy to find. Going down one, we have the detail section which contains the core data relating to a particular record. The details page often has a number of sections in it to help group information together. The top we have the tabs. So you can see we have on this particular page activity chatter, details and news. On the right-hand side, we have a number of components, simulated lists, as you mentioned earlier in the course, components are self-contained pieces of functionality which can be reused. This allows us to use functionality again and improve the usability of a system for user. We also have related lists on the right-hand side. This is a key principle. Salesforce related lists allow you to see data related to the record you're in and present a think about it. We are currently on an account pages. We can see on screen, if you're looking at account odds, IBM's in snow, the contacts in that account. And as you can see in this screenshot, we have two dummy records, Liz and Tom. By being able to see this from the account page, it makes a much more holistic view of your customer. And this is one of the key principles of a CRM in order to be able to see data at a glance as quickly and as efficiently as possible is important to realize that layouts can be customized and they will almost certainly vary across each system. So bear in mind when going through the demo. What you see on screen is highly unlikely to match what's in your system as opposed to the content, uses to understand the core principles. Understand what is possible. Now that we've got that covered, let's take a look at some macrophages and Salesforce and see what they look like. We're back within Salesforce now. And as you can see when the sales app, and this is in standard navigation, because you can see all the different tabs along the top of the page. Each tab allows us to access a certain area, the system, It's an eclipse and opportunities will go to opportunity records, leads to goes lead records and so on. Let's take a look, a lead record. We're going to click on the drop-down here. And she was the John Smith record. This record contains all the information needs to know about John Smith. Starting at the top right, we can see a number of actions that are available to us. Actions on effect shortcuts enabling us to perform certain activities or actions which we need to fulfill in order to process a customer's data. So for example, it wants to follow a record. I could follow this and I'll start receiving notifications whenever an update has made. You can also use the actions will critique case new notes submitting for approval. And if I click on this little drop-down here, we can also clone, check for new data, delete, edit, sharing, et cetera. Bear in mind the options displayed here will vary depending on what additional Celsius you have and the customizations applied your own system. Looking Slipher the down we have the highlights panels, we can say says John Smith's lead records title, the company phone numbers associated with the records, and the email address. Directly beneath this we have what's known as the path. And paths will be looked a lot more detail in following lessons. For now. Just think of it in these terms. You often want to follow a particular process to ensure that the record is handled in a consistent way. This often entails a number of steps. The steps can be viewed in a path. We can see that the lead is open but not yet contacted if I was trying to progress this to work. In contrast, I click on this mark is current status. And you can see here the system is telling me we need to populate the industry field and lead source fields. This leads me nicely onto this section beneath. So if I click on this, we can see we have activities, details, chatter, amuse within the activity. We also have a number of subtypes like the ability to create a new task, logo, cool, new event, and email won't go into these within this particular lesson. But hopefully what you get you an idea, this is quite a productive user interface, allowing us to perform a number of different actions easily. In order to progress to work in contacted, we had to fill out a couple of details, source and industry. And we're going to click on the Details tab now. And this contains the heart of the customers data, the actual lead record data itself. We can see a number of fields. We can see that for example, I own this particular records. The phone and mobile numbers are the leaves. The company will not feel that your blank such as lead source, the ministry. So I'm going to click on the little pencil icon here, and it goes into edit mode. And I'll click on the field for lead source. I can say it is WebX, cheesy industry as agriculture. I can also fill out other information as well. So you have drop-downs, you have number fields. We have text. And we can also see at the bottom some audit fields in order for us to be able to see who has edited and created the record. This is a very useful feature, especially if you find as an adult you weren't expecting. Scrolling back up, I'm going to press Save now. I'm going to mark as the cone stage. And you can see the stage has been to grasp successfully. On the right-hand side, we can see there are two potential duplicates detected. The spleen is also related to the campaign as it's a lead is fairly limited related data to it. And we'll see more about this later in the course. However, just bear in mind that it does give us a very easy way to see how this record ties to others in the system. Let's now take a look at an accountant goods where there's more relationships to get a better idea of how thin the related records can't help. We'll click on accounts. There's less if basics. We can't see a number of similarities. We can see our actions on the top of the page we have a highlights panel. We can also see the related tab. And in this case there's a number of additional related records, no duplicates been found in this account. We have two contacts to opportunities, a case known amps and attachments and no partner backwards there until the timeline is blank. But we can see again we have access to the details tab. The details county catch the fairly light the fields on this page there was slightly different from what we saw on the lead. So for example, with an oven account number meet. This highlights how Celsus allows us to structure data in such a way. And also the capsule is relevant for a particular record. We'll come back to this in the next lesson on how data is organized. In summary, we have seen a record pages user-friendly and structured way to view a records data pages can be tailored to suit your needs. Each page has a number of fields have in it, and also contains a number of related records by unrelated lists, use buttons and actions to perform certain key activities. This lesson includes the navigating cells was part of this course. From this, you should have a good idea of how to navigate around the Celsus homepage, record pages, tabs, apps, and search. In the next section, we'll start looking at cells was data on objects. More specifically, this should whole new understanding of what the key areas of Salesforce mean to provide real value, efficiency gains, data quality, and meaningful outputs. Thank you for watching and we look forward to seeing you in the next lesson. 10. How data is organised in Salesforce: This video is designed to give you a basic understanding of how your data is organized within Salesforce. So we are going to cover what a databases and what we mean by a data model. The database is an organized system that makes it easy to search, select, and store information. For example, a library might use a database to keep track of which books are available and which ones are on loan. A school might use a database to store information about attendance or to store pupils and teachers contact information. Salesforce is an example of a database. It's Cloud-based, which means that the information is not stored on your own computer locally. The data is stored on servers that sales force manage. You can use Salesforce to store organization information and files manager relationship with customers and support your business processes. It's a database that can be customized by Salesforce system administrators and developers to be geared around your needs. So that's why many different types of organization use it as a central place to manage much of their information and business processes. A data model represents how a database is structured. Different types of data in a database is stored in tables. For example, in a school database, you may have separate data tables for pupils, teachers, and attendance. Each table being like a sheet in a spreadsheet. The data model describes what relevant tables there are in your database, what's in them, and the relationship between tables. In the pupils table, you may have information in them such as the people's name, address, and date of birth. These are called fields and the attendance table, you may have information fields such as the date the pupil, and whether the pupil attended on that given date. In a relational database. Tables can also be connected to each other. For example, in our school example, the output data table could be connected to the attendance data table. As attendance is related information about a particular pupil. The database tables in Salesforce are called objects. We can have relationships between different objects and Salesforce to if you are using Salesforce as a business, you may typically store details of individuals in the contact object. The account object typically stores organizations you work with. The account object has a data relationship to the contact object. As you might want to record what contexts work for an organization. In databases like Salesforce, you may have multiple tables and relationships between them. The data model can be depicted in a data schema diagram like this. When a data model is structured well in a way that fits with your requirements, you can use the database functionality to search, view, automate, and report on information effectively. In summary, databases are an organized way to store information, and Salesforce is an example of one used by many different types of organizations. The information in database is stored in data tables and the data model is about how all that information is stored. Salesforce data tables are called objects and we will explore objects and fields in the next videos in this section. 11. Standard and Custom objects: Hi, and welcome to this lesson on Salesforce Objects. In this lesson, Yahoo and I will expand upon the previous session, looking at objects and a bit more detailed and introducing what is meant by a standard and custom object, losses is not an administrator course. This is a key concept to understand to ensure you get the best out of Salesforce and enable you to work with admins and developers efficiently. As we saw in the last lesson, data models consist of a number of database tables known in Salesforce as objects and how they relate to each other if you're unfamiliar date models, comparing them an Excel spreadsheet is still helpful. It's harbored. An Excel spreadsheet would represent an object, all the data grouped together about a particular topic or theme. In the screenshot here, we can see that we have different tabs related to accounts, contacts, and sales. Within each tab in the spreadsheet, we have a number of columns. These represent the details you want to capture for each record. In the account tab, we have, for example, account number, name, and street. Once we define the structure, we're able to capture details for individual records. These are represented by rows. So in this example, we can find the information relating to the account called company a, then the accounts tab, and see all the data related to that account. The goal of this is to store data in a structured way. This is a key foundation of your database. Once this is done, we can build reports, productivity features such as automation, and other ways in which a system can be used to get the best possible value from Salesforce. And we'll see more of this in later lessons. In the last lesson. Young is an example of class attendance to show how records and objects can relate to each other, Salesforce provides a number of out-of-the-box objects which are known as standard objects. The standard objects you will have will vary depending on your licensing, but typically sells was licenses come of common examples such as accounts, contacts, leads, opportunities, campaigns, cases, and so on. Salesforce is not dictate how to use these objects. You can customize them and tell them to suit your needs, including even the names of the objects themselves. However, it does give you a good place to start from. Nevertheless, you may need to extend upon this functionality to suit your businesses requirements. Cell source empowers arguments and developers with the ability to create custom objects allowing you to tailor and structured data model to suit your organization's requirements. That said, before you build any custom objects, be sure you know what's behind you there. Don't add objects unnecessarily or just for the sake of it, otherwise, things will probably get quite messy. Now that we've taken a look at this in principle, yeah, we'll walk through an example in Salesforce. Here we are in sales force on a contact record page. A record is an item you have in a Salesforce object. Here we have John Smith. It's a record that is stored in the context object. A record will have its own unique page in Salesforce and ID. The contact object is a standard object. It comes out into bolts in Salesforce. Each record has fields to store particular data. On the contact object. We have fields such as FirstName, LastName, phone, and email. An object may have many records. You can use reports and lists views to display selected lists of contexts. We'll cover this in the course later. Many of the Salesforce Objects might have tabs in the system. These are the links you have in the menu bar, accounts, contacts, and cases are all standard objects. Clicking on the nine dots here on the left will display all the tabs you have access to in the system if you click View All. So here are the apps that you have access to. And down here you have all items. We can't fit all of these on the menu bar, what's displayed on the menu bar, and permissions to see certain tabs can be configured by a system administrator. Clicking on under these links will take you to the homepage for that area of the system. In this case, the standard leads object. Objects can be related to each other and how they relate to each other makes up the data model. Here is a diagram showing sales objects. Each object is pictured as a box and lines between the boxes represent relationships. So here you can see an account has a relationship with a contact. So we have an account record. You can relate to many contexts to that account. Let's have a look at what that looks like in Salesforce. So here we are on an accounts page, SF basics. We're on the details page where we can see the fields. And if we click under related tab, we can see records from related objects. This includes two contacts, six opportunities. And if we scroll down, we can see other objects that you can associate with this account. Now, all of these objects are standard objects except for the expenses object here, which is a custom object. This is an object that Richard created as an example. Customer objects can be used to meet specific business requirements. In this case, to capture expense details of an organization. If I click the New button on expenses, you can see that the expense is already related to the account. And there are a number of different fields we can complete. To capture details of the expense. Saving the record. Will display the link to the record here on D accounts related page. Frankie, now let's summarize what we just covered. An object is simply a database table used to store data about a particular type or theme of data, such as customer records, sole source provides knew my standard objects out of the box. Please provide a number of customization options. You often need to go beyond this and use what's known as custom objects. As we saw, custom objects can be powerful, but it's important to avoid the temptation to reinvent the wheel, keep things simple and work the arguments and developers on this, as we'll see in later lessons, keeping things simple, we'll help reporting, automation and getting the best value or a role. In the next few lessons, we'll show some of the key features of standard objects in the system. We look forward to seeing you there. 12. Types of Fields: In this video, we're going to clarify what a field is in Salesforce and at different types of fields you can have. A field is a piece of information about a record. For example, fields on a contact record could include mobile e-mail address and birth date. Fields on an organization record could include website, type, and industry. On a record page, typically find fields are displayed on the Details tab of a record. In Salesforce reports and list views. Columns in a table are usually fields. If your organization needs it as Salesforce administrator or developer can create new fields to store any additional relevant information on a record. These fields would be called custom fields. There are some fields that come pre-configured with Salesforce. These are called standard fields. In Salesforce, there are different types of fields which include text, number, date, pick list, formula, and lookup. Field types is similar to the functionality you get in Excel, where you can format cells. When formatting a cell in Excel, you've got a choice to pick a category, such as general currency, number, date. Let's have a look at some of the fields that are available in Salesforce. We have text fields which can store different various types of text. Here we are on an opportunity record. Next step is an example of a text field. Or you can write up to 255 characters in the box. The description field on opportunity is an example of a long text area. Long text area gives you more space to write more details. And we can drag the bottom corner in order to give ourselves more space. Checkboxes where we can take yes or no. Here is an example of a checkbox field. We have date and date or time fields. Here is an example of a date field, close date. And when you amend it represents you have a calendar which you can select a date from. We can have a field to only record a number or a currency amount. The number of employees on an account record is an example of a number field. Number and currency fields can be more useful in reporting then text fields. As in reports, you'll be able to do things such as calculate totals and averages. We have pick list fields, pick lists, awaken, choose from one of a number are presented options. Multi-select pick lists are where you can choose multiple options. Diaries that are presented. The industry field on an account is an example of a pick list field. If we click Edit, we can see we can choose one of a number of rejected options. Formula fields are those that are calculated by the system. You therefore cannot edit them. Here on this opportunity, I've added two new fields, opportunity costs, which is a currency field, and opportunity profit, which is a formula. Feel that I cannot edit. If I update the opportunity costs and save my record, then the opportunity profit updates automatically as a formula field. The formula is defined by taking the amount and subtracting the opportunity costs. Lookup or master detail fields are special fields which create relationships with other objects. Here on this opportunity account name is an example of a lookup field. The lookup field is a link to a related area of the system. Say this opportunity belongs to Dickinson PLC. It's blue, which means we can click on it. And it will take us to the account page when you edit a lookup field. So I'm going to click back and edit here. If I remove this current account, you'll see that the field will present you with existing records in the system. For you to populate. You can start typing in your account name to filter the results that come up. Or you can use the search functionality to find and select what you're looking for. Oh, you can create a new record to relate it to this opportunity. In summary, fields allow you to capture data. Fields where information about record is stored. There are standard fields that come pre-configured. And as a standard user and Salesforce, you can't create new fields. You need to work with your Salesforce administrator or developer if you want to add custom fields. And then you should consider what types of fields you want to create without trying to make the system over complicated for users. 13. Salesforce Record Types: All right, In the past few lessons we talked about how data is structured in Salesforce within objects and fields. We've also 50 towards current page layouts in this lesson, which will cover another useful feature in Salesforce called record types. Specifically, we will cover what they are, why we use them, and what benefits they can provide their mind. This topic may sound a bit theoretical first, but it does have real-world applications within Salesforce. They'll make things easier for very few Agile team. Let's start off by explaining what a record type is. A record type is a way to partition on object where the data is slightly different but similar. Let's talk through a quick example to explore that further. It could be you want to store details of customers and competitors and Salesforce and typically speak in the account object would be a good choice for this. We will look at what the object is and contact shortly. Have looking at this a more fundamental level for now, the information wants to, about a competitor would only be different to that of a customer. Sure, we could create another object purely for competitors. This is putting, reinventing the wheel. There was a lot of pictures of an accounts would be very useful for both customers and competitors. So instead of creating a new object, impressive, we could store it in one place and just separate the information out. This is why I record types come in. Macro types allow us to provide data stored in objects such as accounts. We can tell Salesforce to display different layouts depending on the given record type. This means we can show, for example, different valleys and I'll pick list fields, different page layouts altogether. And we can also potentially build out processes geared towards that particular record type. Before we do a demo on opportunities to illustrate how this might work, there are a few considerations to bear in mind which Dani create record types when we need two wives, it does provide benefits. It can complicate other items such as editing day to enlist use. Salesforce also recommends not creating more than 200 record types. This is purely from a scalability perspective. It is also worth noting the number of record types available will vary depending on the Salesforce additionally, use now we have that covered. Let's take a look at record types in action. In this demo, we will focus on opportunities. If you're not familiar opportunities do not worry. An opportunity is simply record, typically used to track a deal within Salesforce or some former sales activity. Let's go to an example between three record are going to Opportunities tab and choose this record here. I'm going to click on the Details tab as well. And you can see that I have pre-filled some information. Along the top we have the cells path showing different stages available as part of this process. This in effect would be the sales process someone will be following. To complete this opportunity, we will sell a number fields already added to the page. These have been defined by cells was predominantly as this is a Developer Edition with some dummy records already in place. Let's now consider scenarios where this may not be particularly appropriate. For example, let's say you work for business that deals with both individual consumers and businesses. We also have multiple product lines and surfaces. If that was the case, what we have on screen right now would soon start hitting limitations. For example, the sales process for B2B or business to business transaction with lovely defer to that of a B to C or business to consumer transaction. Also, if we were selling multiple products and not just generators, this field might not be relevant all the different types of opportunity in our system, we could create different objects to track this information. We get very messy. For example, how would you consult that you're reporting to see that entire sales pipeline? Let's come back to this in a moment. After I've made some changes to take into account record types. I've now completed some updates to show how salesforce opportunities with record types can be used to handle different types of sales process, in this case, B2B and B2C, and also the presence of a different product line. The standard one here being generators of now use laptops as an example. To illustrate this, we'll go to opportunities, new opportunity. And the first thing we notice is we now have three different types of opportunity record type available For B2B, one maps or one generator, and one B to C for laptops. For the purpose of this risk, and look at B2B and B2C for laptops. And we're going to click on B2B laptops and fill out the details needed. Please note a few things. Firstly, the stage as this is B2B cell, I've kept all the default stages as they were before. There's also a section here called laptop manufacturer less once when relevant for generator sale. In particular, pay attention to the laptop corporate brochures, sand. This is an illustrative field to highlight something you may want to include on a business-to-business transaction. We're going to click Save and New. And I'm going to create a B2C laptop opportunity. I'm going to fill out the details again. And there's a few more things to note. Firstly, the number stage options variables less. This is to reflect the fact that a B to C cell men have as many steps involved as a B2B. Also under that feel dimensional moments ago about the brochure, but it's also not displayed here. This is to illustrate how you can tailor and customize what's displayed dependent on the record type. I'm going to click Save now. So here we have our B2C opportunity. And when I print out B2B on another tab as well, so we can use compare and contrast them briefly. Okay, So let's see some of the differences here. First days I scroll down the page, you'll notice on the B2B opportunity I have here. We have the laptop, corporate brochures, SEMP field. We also have more stages appearing on the top of the page. If I compare this against a and B to C, they have much fewer stages. And also that field is not present. If I now go back into my original opportunity when we start this particular lesson with and go to the details. You can see this hasn't changed. We still have the generator field. We start the same stages and so on. This highlights one of the main benefits of leveraging record types. You can see we have different page layouts with different options based on the record type. And that allows us to refine our processes to suit that specific use case. The last thing I'll highlight here is one complication of introducing record types. So we'll go to the opportunities top. I'm going to choose a ListView that's had previously created. And the strop down. I'm going to use today's opportunities. And you can see here I've got no pens like commoner hover over the stage for this opportunity. I can change it to any of the values on the system. I can also update the close date. And because there are some filters are padlocks such as the amount. If an edit my list views filters, and remove the references to the record type and press Save. And now have all the opportunities are crates today, the three in this particular lesson. But you'll notice that all of a sudden little pencil icon is no longer displaying. This is actually a limitation of Salesforce. When you have multiple record types enabled, you cannot use what's known as inline editing within list views. This means it's harder to edit records on mass unless you specify the record typing question. To summarize, records hopes allow us to partition data on a particular object. This allows us to use the same object for slightly different purposes, such as storing customer and competitor data on account or using opportunities to handle various different types of sales process. This gives us more flexibility to allow us to tell what we display on screen, customize the values available. Taylor processes, and reduce the need for custom objects. I've asked covered the last and trade-offs when using macro types. So always consider this carefully before adopting record types, we should come back to opportunities and list views in a subsequent lesson. Next, we should take a look at accounts and contacts. 14. Salesforce Accounts and Contacts: Hello and welcome to this lesson on accounts and contacts. In the past few lessons, we'll take a look at how data is organized and structured himself scores into object's fields and where appropriate record types. We're now going to take a slightly deeper dive into a couple of specific areas or objects within Salesforce, namely accounts and contacts. We'll start off by taking a look at accounts and contacts before discussing something called a person account will also review some of the key areas to explore within the records of accounts and contacts. Salesforce is a CRM platform. It's intended to give you a holistic view of the customer. Integral to that is the ability to be able to see accounts and contacts. Accounts are typically businesses, organizations where you store key details about that particular business, such as the address, phone number, website, or permanent account associated with it. Businesses usually have individuals associated with them. And these in Salesforce are typically called contacts. You can use this to track those individuals and see how they relate to that particular business. However, there can be some differences in how accounts are structured. Typically speaking, Salesforce was traditionally built with a B2B or business to business framework in mind. This means that a business would sell to another business. However, this may not always be the case. It could well be that you work when a, B to C or business to consumer sector, in which case your customer isn't a fellow business. There is indeed a customer and that case person accounts may be relevant to you. This is a special type of account records where the account are in contact are one and the same due to the unique features of a person account, this has to be enabled via requests to Salesforce, who would strongly encourage you to engage your sales force team, your admins and developers to understand the implications of enabling person accounts. This is a permanent feature and cannot be reversed. So it's important to make sure is the right fit for your business. Before proceeding in this demo, we're going to focus on accounts and contacts are not personal accounts. We're now in Salesforce and start off with, I'm going to create a new account McCord. To do so, we're going to hover over the accounts tab, click on the drop-down under there, and choose New Account. The formulas load is allows me to complete the information needed to create the account record. Let's take a quick look before I complete this. At the top, we have the account information section. Within this, we got the account owner. In this case, it's myself as I'm creating the record, the account name, which is a mandatory field. We also details for parents account account number, account site, the type of the account industry, etc. We also have some details for contact information such as the phone number and website. Typically speaking, it's usually a good practice to have contact information and record close to the top. It makes it much more actionable for your users to engage with record. Scrolling down, we can see we've got address information and superficial SLAs, and of course the description field at the bottom, all of which are in different sections. I'm Alex. Aspects of Salesforce's can be customized and tailored to suit your businesses needs. Let's fill out this information. See the carbon cycle that's generated. So I'm going to call this account record SF basics, contacts. I'm going to associated with parents accounts of SF basics. We'll see what this means in a moment. I'm going to give it an account number 1, 2, 3, 4, 5. I'm going to choose the type as prospect's industry is technology. I'm going to make this a warm rating. And godliness is contact details blank using the address and a summation, I'm just going to add a description as well. Generally speaking, is always a good idea to provide some contextual information relating to accounts, contacts, leads, or any record where you feel it's appropriate. It helps other users of the system be able to pick up a record and work with that particular customer or process efficiently. Okay, I'm now going to press Save, please. Now econ also create another record straight way by clicking Save and New. So if you want to create multiple account records, you can't do so quite easily. The SF basics accounts and contacts record has been created and the layout of this account should look fairly familiar and it should be similar to what we saw in the navigating Salesforce section. Such a long day for each of these areas, I'm going to focus on the key parts relevant from an account perspective. Bear months. They again, this could be different for your particular system. To start off with. I click on details. We can see the information are keyed in a moment ago on the account page itself so we can see the account name, the rating, the parents count, count, number, and so on. That form I filled out a moment ago and in fact was a preview of this page before the record is saved into the system. It's worth noting the parent account field is hyperlinked and I can easily navigate to that parent, can't record it also in a hover over it allows me to see a number of pieces information relating to that account records rather than having to go to it specifically. You may wonder what the parent account field means. This is a way of relating one account records to another building hierarchies. So if I click on this little icon here, the view account hierarchy, action. And this example, SF basics is the parent account of the SF basics accounts and contacts account record. This is quite straightforward example, but it is an important principle, allows to start building a hierarchy up. And if you're dealing with a large organization which may have many offices or many different subordinate companies. This can paint a picture of how a different accounting records relate. Going back to our cart liquid here. We can also view the account hierarchy, but going into the Actions menu here and choosing View account hierarchy. Okay, now that we create the account that's associated, contact this record. To do so I'm going to click on the near count action at the top of the page here. But I could have also clicked on New on the related list. I'm going to add some details into this for now. And click Save. We see a prompt appeared at the top of the page to confirm the contact record has been created. If I click on that, I can be taken to my contact records. We can also see the contact is related to this account. I'm going to create another contact here, this time by using unrelated less than clicking the New button. Bone. This form, as you can see, we've got much more information available. So this is a much more comprehensive form to fill out. And we had a moment ago. I'll kill us information as minimal as possible and click Save. And now we have to contact records. I'm gonna go into my content, my code here. And see we have another hierarchy option here. So we can view the content hierarchy. And it doesn't really give much contexts because it's no relationships. So if we go back to details, It's reports to I'm going to select Jane Doe. Click Save. We can now see that our books, Jane Doe. It is also important to realize from, but from marketing and sales perspective than the information of in the accounting contract can be integral the following, accurate and robust targeting and segmentation. As such, when you're adopting Salesforce, consider what information specifically you want to capture and what will add value. You can then leverage this written reports and marketing campaigns in order to really hone in your efforts to get the best possible returns and outcomes for your business. In summary, accounts represent organizations of interest to your business. These can be customers, competitors, suppliers, and so on. Each record contains key details. It also provides a way for you to see information related to that account. Contacts are individuals related to an account. Personal accounts are a particular type of account and I could associates would be to see environment is something that must be enabled and care should be taken before doing so counts contacts and personal accounts out very hard to be a CRM uses information carefully to help your business with targeting, segmentation and broader stakeholder management to ensure everyone has a 360 degree view of our business or individual to give them the best possible service. 15. Salesforce Leads: Welcome to this lesson on Salesforce leads. In this lesson we're going to cover what a lead is and what is meant by lead conversion. The precise definition of leads for your business will vary depending on your needs. Typically speaking, a leader is someone who has expressed an interest in your service, but have yet to qualify them. This means we're not sure how serious they are about your businesses. Services, offerings, leads can come from various sources. For example, phone calls, emails, websites, inquiries, trade shows, social media to name, but a few, depending on your precise business, you may elect not to use leads at all. Using leads is generally advisable though, to help guide and queries for the lead funnel to identify which inquiries should enter. You brought a sales pipeline within opportunities, salesforce can have imagined queries in various ways. Ownership can be assigned to queues, which allow you to group leaves together until they've been suitably qualified or individuals available to own the record. More on this shortly, depending on your licensing and products, you can also explore Einstein nice schooling or particles to qualify, score, and grade leads regardless, the end goal of lead management is to get the lead to a point where it's been qualified and you feel comfortable to bring them into the main sales process. This typically means convert them to a contact account, an opportunity, or using personal accounts, a personal account, an opportunity. Let's take a look at this briefly within ourselves was org. We're back within Salesforce now and that's had a go at creating a lead. I'm saying how the lead management process works. To do so, let's click on the tab and select new lead. I'm just going to fill it in the bare minimum needed to create the leaves. So let's go put my name in here. Please note some fields and mandatory such as lastName, company, and lead status. If you have personal accounts enabled, company carry made optional. I'm going to press Save. So here we are for the leaves created. As before, we have the activities details, chatter, news, and we also have the lead path shown on screen. We'll talk about activity timelines and events in an upcoming lesson. But just please bear in mind that in reality, this would be a very important and if a lead management it wants to be able to track, was engaged in or has been given leads in order to identify if they come progress through the lead management process. So for example, if someone makes a call to the leaves, it won't have information record. There's a cool log in order to retract and so other members of the team can see it. Let's click on the Details tab. Now, I'm going to release source. So I'm gonna choose web. I'm going to choose the industry. I'm going to choose the product interests. One thing to note, this is outermost shell is a Salesforce. It is highly customizable work the admins developers, Andalusi fellow business uses to understand what information needs to track in order to qualify a lead. I'm now going to press Save and now going to move it to working contacted. As you progress through the process and capture more information about the individual. Un goal would be to convert the lead. But before we do that, There's a few things to note. Firstly, if you have a high volume of leaves, are you not sure how to treat all your prototype them? You may not want the leaves to be owned by an individual straightway, Salesforce has a way of handling this by keys. So if I click on the Change Owner, set the queue option here and type in web. You can see an example of a key that I've created. This in effect means that the leaves goes into holding pen until such a time that someone can pick it up. It is also possible to automate this in Salesforce so that when leaves come in, they'll automatically assigned to queues. Lead information can also be captured and pushed into Salesforce in various ways. There is such thing as a web to lead form, which allows leads to be created from the website. Here's an example of a dummy form are produced from Salesforce. Salesforce provides the raw HTML for economic provide to your web developer in order to make a look in attractive form. As such, what you see here is literally the barebones HTML is very basic and not particularly attractive. Look at it here. This is the actual code I was able to generate from Salesforce in a few clicks, your admin will be able to do this for you. If I now fill out this form, I can now press Submit Query and I'm redirected to Google because this is the retracts have slashed on my form. Let's now have a look in Salesforce and seal that comes through back of in Salesforce. We can see the lead has been created successfully. So we've got John Smith test company B and it's cooling marked as unread. This can be integrated into your process in order so that whenever a lead comes in, it can be triaged by your team, determine the OS limitations around the web to lead functionality, such as it being limited to 500 liters per day if need boldness of our custom options that you can't consider beyond the Standard Salesforce functionality. And ask you about some original tests record here. And let's try and convert this leads. So as I mentioned the slides a short while ago, one of the main goals of lead management is to get to a point where you lead has been quantified and can't be converted. Typically speak in this will entail a lot of information being added. And so you feel comfortable the leaders ready to be worked with. The parasitism is gonna select converted and then choose the Select converted status. And I'm taken to the lead conversion screen. From here I'm allowed to select the accounts existing or not. So for duplication and also if the contact is duplicates or not, I wanted to create an opportunity or not. So if want to avoid creating opportunity, I can choose, don't create an opportunity on conversion per perhaps this I will create the opportunity. I can choose to record owner. And I can also choose the converted status. When I click converters. I got confirmation screen from Salesforce that the need has been successfully converted into an account or contact and opportunity, the process will differ slightly if you've got personal accounts enabled is largely the same. Let's summarize what we just covered. Leads the individuals are expressions of interest in your business. Use leads in order to tree arch, prioritize, score, and qualify your leads for your sales teams. When ready, a lead can be converted. Conversion brings a lead across to an account, contact and opportunity, or personal account. An opportunity if you're using personal accounts, once converted, the original lead is no longer available unless you have additional augmented level permissions. 16. Salesforce Opportunities: Hi, and welcome to this lesson on opportunities. Here, we shall explore what is meant by an opportunity in Salesforce, as well as some common practices. I'm features available within opportunities, unrelated areas of the system. If you have seen in the earlier lesson on record types, some of this may already be familiar to you. If not, it's not a problem. We'll go through opportunities in this lesson in a bit more detail. An opportunity is simply a way of recording a potential sale or deal on Salesforce, typically speaking, adopt the amount of if it's not in Salesforce, it does not exist. As you'll be using Salesforce to help you reporting and pipeline management. Opportunities provide a very easy way of being able to prioritize, understand, and work deals in such a way that everyone in the business knows the current state of play. Looking at the screenshot in front of us, we can see an example of a page had been a console. This page has been configured so the workspace provided is as user-friendly as possible for someone working within Salesforce on a day-to-day basis. Looking on the left, we have the highlights panel, which gives key actions on key information to help understand asset glands, the state of play for that opportunity. At the top of the page, that's the path which shows where the opportunity is in the gavin cells process. And the center of the page we have Details tab and the details of the record. This allows us to get to the heart of the information relating to this particular deal. Lastly, we have the related lists on the right-hand side. This allows us to get a 360 degree view of what's happening within this given opportunity. Let us now take a look in Salesforce and see how this looks firsthand. We are now back of in our salesforce developer edition org. Before takers into opportunities themselves, I wanted to stop and look at the assistant component appearing on our homepage on the top right hand side of the screen. This is showing that our newly created opportunities as part of the record type lecture, do not have any tasks or events associated. This is a proactive notification highlighting to the user that there's a need to do more engagement with those opportunities. Let's now take a look. Opportunities in the system. To do so, I'm going to this in the sales console application. You may recall that in the tabs and apps lecture that we talked about how consoles are better for day-to-day engagement with Salesforce, they allow you to navigate between records easier. So I'm going to click on the App Launcher and choose cells console. The fellows consumers now are opened. I'm going to select on the tarps, and I'm going to choose opportunities from here. I'm going to open to existing opportunities. To do that. I'm going to hold down the Control key and left-click. And that's open to new tabs within the console. And it's using a slightly different lightening record page layout. This mirrors what we saw in the screenshot during the slide deck. But if you saw the earlier session on record types, you'll see the patient. I look slightly different. Your argument can configure the record page enlightening to suit your specific needs in terms of navigating around the opportunity itself. The few points I wanted to highlight. Firstly, we have the activity area, the system. This is a very useful feature in order to manage an opportunity. You want to engage that customer and hopefully guide them through the opportunity process. Going to the details tab, we have the core details of the record itself. This, as you saw in the record type lecture, can be tailored to suit your needs. You will want to ensure the standardization and consistency to help with your reporting. The amount is blank. There's currently no value associated with this opportunity. I could press the little pencil icon and tight form in, but that may not be the best answer. So I'm gonna cancel this. I'm going to select products the top of the page, and select, Choose price book. As this is for B2B laptops. I'm going to choose the B2B laptop price book that I've preconfigured one the benefits this is you can create multiple price books to suit your needs. If you have different service offerings or different locales, you can create different price books to suit that specific use case. So I'm going to first save here, and now I'm going to add a product. Bad mother can change the price book anytime. They can only have one price book enabled on a given opportunity. I'm glad now click on our products and I'm going to select this laptop here, the ace respire. I'm also going to choose the B2B laptop next day site visits option, which is a service which has been provided. I'm going to click Next. I'm going to choose the constants. So I'm going to say to a 100 of these. And I'm going to say one for that. You can add a date I was appropriate, and can also add a description. So I could say absorbs, package and past safe to line items and are being added. The amount of the opportunities when updated, as has the expected revenue. You may wonder why the expected revenue so much less than the amount as you progress through the cell stages. The system will automatically calculate for ability based on settings which are configurable by your admin. So if I update this to qualification and so that Mark has current stage. So the stages are dated. The probability is not yet. If I now move to needs analysis, the probability is now going updates that 20 percent and the expected revenue has also been updated as your uses work through the sales process. This will continue to update and it'll be expected that your users would also take the opportunity accordingly. So I could choose the account names or sets of basics and fill out additional information as needed. Strolling down the right-hand side of the screen, we can see other related lists such as mentioned, attachments, contact roles, partners, stage history, and so on. Date history allows us to see how an opportunity has progressed over time. This is very useful and again, will help your users understand an opportunity has been stuck at a given stage for protracted period of time. You can also see the contact roles, which is very useful in particular for B2B sales. So if I click on Add contact moles, I could say that both Joe and John Smith, the asset basics account that can choose their roles. So I can say that now is the technical buyer and John Smith is the influencer and press Save. So I now have visibility on who at the customer site is influencing this particular purchase and hopefully allow the DLC progress. You can progress through the sales process. You can see here two weeks the enzyme's going to skip all the way through to the end and slept a closed stage. And that point are considered the deals when close one or close lost. I'm going to say Close one and safe. And the state is now been will cross to close one. The expected revenue is now 47,800, and he says the probability is now 100%. This has been a very whistle-stop tour of opportunities. In reality, it could be entire course dedicated to opportunities and the Sales Cloud. However, here's a few more features to bear in mind. Firstly, as we saw, products and price books are very powerful. You can configure them and ensure that the products are shown with the relevant prices to see a particular need. Einstein opportunity screwing allows you to score opportunities based on previous performance on other records. Einstein opportunity Insights allows you to identify what actions are needed in order to successfully close a deal. Think the alerts later notify development team members or an opportunity reaches a certain threshold, such as defined around and probability Kanban V's variety drag-and-drop opportunities across different stages equally, the path feature we briefly saw in the demo can be configured to have confetti based on certain stages, such as when a deal is one. Forecasting can be done based on revenue and quantity against the quota. Lastly, it's important to note this list is not exhaustive. It is only intended to give you a flavor of what is possible. It can be extended with further Salesforce products such as cells for CPQ or app exchange products. And you should always consider what's the best fit for you. Lastly, but far from least, always consider what working practices need to be adopted to get the best value from your implementation. Will typically recommend standardized naming conventions for opportunities, but also consider, for example, what field you need to have mandatory in order to have robust reporting and ensure that there's consistency in your processes. In summary, an opportunity is a deal within your system, and this can be based on revenue or quantity. There are a number of features available within opportunities, some of which we've covered in this lesson. However, we'd recommend you standardized naming conventions for your opportunities and look to explore the different features such as path, guns for success, product's price books, insights and so on, in order to get the best return on your investment when you have included some resources to help you with this. 17. Salesforce Tasks and Events: Hello and welcome to this lesson on tasks and events as tertiary briefly and coalescence tasks and events so important to help track and manage interactions with stakeholders in Salesforce, such as leads and contacts. In this lesson, we will look at tasks, events, and explore the activity timeline to understand how salesforce can help you manage this. Let's start off with the fundamental question of why should we do this? Why track tasks and events within Salesforce? Remember the sole purpose or CRM is too large. You and your fellow colleagues a 360 degree view of a customer and their interactions without being able to see the tasks and events associated with that person is very difficult to get an understanding of what communication there has been to that individual. Let's take a look at some of the key themes and tasks records allow us to track the to-do type actions such as locking a cool, sending an e-mail, creating a follow-up action such as sending email or follow-up call a week's time. Events, in contrast, do a time, date, place activities such as a meeting or conference. These laws are visible in what's known as the cells was calendar. It's important to be aware there are some considerations in relation to reporting Protoss and events in order to help performance cells or doesn't count these. So after 365 days events or archived. And there's also similar considerations with tasks. As you can see on screen. You can request the length of time to be extended for these be visible in reports, the Bandmann them up performance considerations. Alongside this as a key feature of enlightening conductivity timelines, activity Timeline JS file a consolidated view of the task and events associates with a record such as the contacts, account, opportunity, etc. These ordered by the effective date to allow us to see a chronology of events over time. Looking at the screenshots, you can see a number of key features within the timeline, such as the ability to expand or collapse a given task or event. Diversity. See more open filters to find what types of task and event want to see. Um, so on. The key thing for us to bear in mind as we go into the demo is activity timelines fairly clear, consolidated view of tasks and events stored at chemist to record. If you're covering for colleague, it is a lot easier to understand what instructions I have been that person or company can see in one place, rather than having to consult, Outlook calendars, e-mails, etc. Let's take a look at the homepage and see some of the features relevant for tasks and events. Bear in mind that what you see on your homepage could differ depending on how it's been set up at your company. And the opportunity lesson, we talked about the assistant component briefly. This is showing me this opportunity has no activities for the next 30 days. I can create a task and inventiveness, or I can also expand it and choose the options here. Sigma choose new task. And cool it. Cool. And says today's date. I can choose a status. I can press Save and see that that's not gonna address. There's nothing appearing in the Assistant components anymore. If I refresh the page, we can now see it's also appearing in today's tasks. So I can mark this is complete but ticking the box. Once I've completed the action, when I refresh the page, it no longer appears in today's tasks because it's been completed. I can choose also this drop-down to see other views of my data. So I can choose, for example, my tasks. And I can see there's an allergy task here for a web lead follow-up in our tick the box. As also completed. If once you go to the Task tab, I can select V will. And that takes me to the task tab and all the list is available for me to use. Today's events also shows me any event it's been created for today. I can click on the View calendar link to go through to the counter, but I'll come back to this a bit later on. Let's now take a look at the activity timeline. We are within John Smith's lead records and as we can see, we have the activity timeline influencers scrolling down. We can see we have tasks, notes about this icon, events, catalogs. And further down still we have e-mails which can send notice how it's all in older. You can see the oldest records at the bottom are the newest ones, each reaction to the top, the other g1 is also being flat in red. We can expand all the details here so we can see what's inside each of these tasks or event. So e-mails. And in particular, the e-mail contains information such as whether it is unopened or not. We can also take action such as Reply, All reply or forward. This is available when the feature known as enhanced email, which often can enable for you it's various filters that we can apply as well. So you can see we can limited tool time last seven days, last 30 days. Once this show emails, I could select just the e-mails Apply. And now in the activity timeline, it's only showing that one email. Us, verse sang, show all apply. And last not least, I want to show you the link here. So it takes you a separate page showing all the activity associated with that particular record. I will now quickly creates a cool log just to show how this works. So when I click on local cool, I can choose a subject and these options can be predefined by admin. But most of Titan's surface very cool. Demo. You can enter comments. In this case, we are a feature called quick text. So I'll click on the quick text link. I can select something I made earlier, and it's actually free merge the name with the requisite John Smith is repopulated here and press save them. And we can see we have the demo log here. Depending on what's been set up by your admin or developer, you can also use global actions to create tasks and events. I won't go into these here, but if I say can be you sue productivity tool. Lastly, let's take two counters. I'm going to slap from our tabs here and go to Calendar. As we saw on the homepage, I have a demo event which I created earlier. Let's say I wanted to see Yao's calendar. I could do so. We're going to other counters, sludge this little setup icon here as counters. And based on permissions, I can go out and see that Yao has a meeting old I. We can change the display settings, the counter. To do so, we just click on this drop-down, choose weak. And I can see a weekly basis rather than just what was today's view based on availability and so forth. And event can also be added directly from the counter. So I can create an event by clicking here, will say, as the D cells aren't going to quick text to find here. But if I wants to oxidize some quick texts to the system, Let's save. And that's now been added. And we'll go back to the homepage, has to complete things. We can now see our two events scheduled for today. Let's summarize what we just covered. Activity is an umbrella term for tasks and events. Tasks of to do items or follow-up actions. These are not time-bounded, will not display on yourselves pause calendar events or meetings and appointments which are time-bound on location bound and will display in your cells was counter. The activity timeline provides a consolidated view of these tasks and events on a given cell source record. To give you a holistic view of what has occurred, laughs and reporting considerations to be had as well as Salesforce will archive tasks and events in order to help you reporting performance. Lastly, is a follow-on point bear in mind that are out on some sales force that can further enhance the features you have seen today, such as Einstein activity capture that also third party products available as such when considering tasks, events in talent management, consider, for example, whether you want to integrate your Outlook or Gmail counters and fellow opportunities available outlet for you. 18. Cases: In this video, we're going to cover what cases are in Salesforce. And we're going to look at some of the related features and functionality that Salesforce offers. The cases functionality in Salesforce is about helping your organization service customer needs, is used to track customer issues such as complaints or support requests. It can be also used to track internal issues. For example, around quality operations. Cases is one of the standard objects in Salesforce. Using cases in Salesforce and organization can ensure that everything around customer service, including internal issues, is tracked. And there are defined processes in dealing with customer needs. So a case would be our record or a page in Salesforce. We're on that page will be tracking the lifecycle of the case. So when it was first raised to raised it wherever it had to be escalated, when the issue is typically resolved and how it was resolved. In Salesforce, cases can be related to an account or contact record. Then if you use cases, it can be a key part of this 360 degree with visibility of knowledge and interactions with organizations and individuals. Here we are in our salesforce developer, OK, there is a dedicated tab for cases. You might find that in your menu bar. If not more, you might see cases. If there are a lot of items in your menu bar. You also shorter see cases. If you change your app, sales to either service or the Service Console. Say changing it's a service. You can see there's fewer menu bar tabs. And these are ones that are dedicated to the cells for service product, including cases and service console. Instead of having many items in the menu bar, there is a dropdown in which you can select the area of the system that you want to access. And in this app, whenever you click on a page that opens up a new tab within Salesforce. This helps you navigate between pages quickly. Let's have a look at an example case page. Each case has a unique number that is automatically generated. And you can see that in this default example of a case page on the Service Console, the page is split into three, where on the left we have key details of the case, contact details of a person associated with the case, and also other cases that are related to the contact. What shows on the case page, the page layout, the component blocks can be decided by your Salesforce administrator or developer so that it can be tailored to what the organization needs. In the main area, we can see temps full feed and details. Feed is where any updates on the case goes. We can manually post any updates. Let's click Share and then we'll see it in the update feet. And when we click on details, we can see the fields on the default page layout, including links, city, count, and the contact related to the case, as well as the status. So it starts off as new and then it can be moved to working or escalated to someone else. What status values you have can be configured by the system administrator or a developer. And the same goes for other fields such as and type of case, case origin and case reasons. As you start to track cases and Salesforce, you'll be able to come up with reports that might give you useful information and insights like which organizations that you work with have the most cases, how long I issues taken to resolve and what are the common areas where there are problems? Salesforce also offers a number of other features related to cases. And this includes email to case, where you can set up an e-mail address. Your customers or your internal staff in email too. And this will automatically create a case in Salesforce. And this means internal staff won't have to update cells must manually when they want to create a case saving time. A similar feature is Webster case. This is a web form that can be created to capture information entered by a contact and have that automatically create a case. We can also have cases integrated with a Salesforce community. This can allow approved external users. We have a login to submit cases as well as view those they've submitted already. It can be designed to be a self-service platform where they can see any updates made to the cases of cases you can have auto response rules. So automatic acknowledgment email sent when a case is submitted, and assignment rules around who owns a case. When the case gets created. This would be based on criteria such as the case type or another case field, so that the case can be directed to the correct team or person. We can also prevent escalation rules. So this automatically escalates cases when a case meets criteria defined by the rule entry. For example, let's say a case has not been resolved for a month. We might have a rule where it is automatically escalated to the management team to investigate why it hasn't been resolved yet. So the system can automatically change the case owner and send any automatic emails and forming any users or teams. And so yes, there are a lot of case features offered by Salesforce and this is not the whole list of them. Features such as service entitlements and milestones. Live agent integration with third-party products, such as for voice-over-IP. We can't cover in detail in this lesson. But what we want to try and communicate is that Salesforce is not just cells management solution. It can be a powerful tool to track and improve customer service. And a case's object is the central place for information around service interactions and issues. There are a number of features you explore when using Salesforce cases. And the functionality can be either kept basic or more advanced based on your business needs. 19. Salesforce Users: Welcome to this lesson on Salesforce users. In this lesson, we will discuss what a user is within Salesforce and the benefits that user management can provide. As we know, Salesforce is a Cloud platform and provides solutions as a service. This allows us to scale as needed. You could be a business for single user or large enterprise. Sales was still looks after all the background infrastructure and you just pay for the users and features that you need. User management is typically something your administrator would look after walks. This is not an administrator course. It's important to realize that as an end-user, user management also impacts you use a management plays an essential role for setting access rights within the system. Cells who survives, admins and developers alike, many tools to control who can see and do warped within the system, work your team to ensure the access rights are defined as needed. Alongside this, it is also essential for determining who did walk to them. The system. Ownership is a critical part of a CRM, allowing us to assign responsibility given record or process. Imagine if you could not tell he was working on an opportunity, a case, or who spoke to that key contact to that major clients of yours. How confusing could that get if you had many users in the system, especially if people come and go over time as well. Clearly, internal visibility and ownership on essential. Before we look at our demo, Let's take a look at uses and some of the related features available with them. To start off with, you have owner fields, owner fields, and hours to assign ownership of a record to a user or queue. This also has an impact on visibility and who can do what to a given record, such as here has rights to edit the record or delete the record, and so on. A queue is a collection of users grouped together in order to share work between themselves. Good examples of this are lead cues and case, cuz but your administrator has the ability to create queues on a number of different areas of the system. Typically speaking, you use cues as a holding pen, plotter, signing a record to an individual user. User records allow us to see who creates the records and he also modified it. If you're using a feature called field history tracking, you can also use it to track who did was to a specific record. See more of this in the demo shortly. Active and inactive users are also very important, especially from unlicensed management perspective, you pay for it, get to Salesforce. If your team has 500 people, you need 500 years licenses. You can control which uses are active and which ones are inactive. As a tip, we would recommend on someone leaves the company, you do not recycle the current user record. Your argument should deactivate the current user and create a new one in that place. This helps preserve your audit trails. It is also possible to freeze a user. Every user has a user profile where you can add a profile picture, day-to-day manager, email address about me, I'm so on List use on reports also benefit from user management. You'll be able to filter on my records such as my accounts, my leads, and so on. Um, throughout all this Belmont, not the heart of good data management and business process is accountability. If you don't have ownership of the records, how can your team members be expected to follow processes and supports your customers or stakeholders to the best of their ability. Let's now take a look at some of this within Salesforce. I'm counting the accounts tab, looking at lists views. If I click on the drop-down, I can navigate into my accounts. This now shows me a list of all the accounts that I own. Now I'm going to select United Oil and Gas Singapore. When the account record itself, we can start getting an idea of how ownership can't help. For example, we can see the ion, the owner of this account, McCord, going into the details tab. We can also see that I created this account and Awesome The last modified by USA as well. On the right-hand side, we also have two additional related lists that are curated. Account history, which is the field history tracking I mentioned on the slides and moments ago, and also custom object called expenses. Let's look at each of these in turn. If I were to add it to the description field and save, we can now see it's tracking. That's the description field has been edited. If I now go to the top and change the rating field and save. You can see it's also created a history of that too. If I now change it from hot to warm, we can see the original value and the new value had been trapped. I was used to change it on the date that I did. And I change the description again though, it does not show the original value, our new value. There are also considerations of field history tracking in terms of what it will track. So work through your admin to understand these before enabling equally, there are limitations as the number of fields you can't track. So if I change this active field from yes to no and safe, this field has not been trucks and therefore will not appear in the account history. The other thing to note here is if I go into expenses, click new Christian expense records and press Save. You can see there is no owner field here. Not every record in Salesforce will have an owner and this depends on how your database husband built. You can see we have a relationship fields here between this expense records and the account. This is an example of a master detail relationship. And when such a relationship exists, ownership is inherited from its parent, in this case, the account record. In contrast, other areas the system, whether it's a lookup relationship, we'll still have its own ownership settings. To go into this case records. We can see an ion, the owner of this case. The ownership is not inherited from the account. This leads nicely onto another consideration which is about queues. If I click on the Change Owner link kill or the top, I can change it to another user. Also. I can change it to a queue. I can send notification to the members of that queue that has been assigned. And I can submit it. And you can see now the ownership has now been changed to Tier 1 q. We can also see in the update section here, the ownership has been changed from me to Tier 1. Q. Let's summarize what we've learned. Uses are individuals who have been assigned a license in order to access Salesforce. Ownership is key for data visibility, process accountability, auditing, sharing of work, and controlling who can do what we've been Salesforce. It is also very important for reporting and ListView filtering, as we'll see later in this course. Lastly, bear in mind that user management is essential for moderating yourselves was licensing costs. When someone leaves your company, you should deactivate them and then replace them for another user. When the time arises. 20. Campaigns and Campaign Members: In this video, we're going to look at campaigns and campaign members in Salesforce. And we're going to demonstrate some use cases. So a campaign is a standard object in Salesforce. A campaign record can be used to track a type of marketing activity. Examples of these activities that an organization might want to track information on include events, e-mail campaigns, or a marketing initiative around a particular Theme. Key information that you might want to be inputting into a campaign record include updating the status, whether it's something that is to be planned in progress or completed, we may want to put in start and end dates and also use it to record information on the return of investment of the campaign. So how much to campaign costs the organization compared to the revenue it received from doing that activity. In Salesforce, it's possible to relate campaigns to each other and have a hierarchy where you have parent campaigns. So for example, we might have a campaign record on an e-mail newsletter. When that email newsletter campaign might have a parent campaign called something like email newsletters 2021. Having a parent campaign. And the hierarchy means that in Salesforce will be able to manage campaigns at different levels and measure their effectiveness. It can therefore help an organization make decisions on what to focused marketing efforts on. Campaigns can also be used to manage a list of contacts. Related contacts to campaigns are called Campaign members. And with that contact list to campaign members, you'll be able to use mass emailing functionality, its functionality native in Salesforce to do this, as well as the possibility of having third-party marketing solutions such as Mailchimp integrated with your information in Salesforce. Let's have a look at a campaign page in Salesforce. Firstly, to use campaigns as a user, you need to make sure that the marketing user check boxes ticked in the user profile. You may need your Salesforce administrator to do this for you. I'm now going to navigate to the marketing app. Here in the nine dots, select Marketing and campaigns is one of the tabs as a standard object. I click on campaigns and I have no recently viewed campaigns. If I go to all active campaigns. And there are some in the system already and you can see there are some that are of different types from direct mail, webinar, trade show and conference. And I'm going to click new as if to create a new campaign. Let's say I have a conference, I went to track. Let's just put the annual conference. Mock data is active. We can change the status from plan to in-progress completed, and a boat it we can set dates if we want to. And we have a few optional fields on the campaign. Here is where I can set a parent campaign. For example, I might want to track company events in general and not annual conferences. One of them have the status as in progress. And save now created that parent campaign company events. And if I save this, then I also have a record of our annual conference. I can see the fields I entered when I click on Details. And here we can see the type status and start date of the event. And also we can see that the parent campaign is company events. The campaign member object is used to link contact score leads to a campaign. For an event. For example, you might want to record he's been invited or he's attended. These would be recorded as campaign members. Upcoming functionality at the time of recording include linking accounts to campaigns. There are various ways in which we can create campaign members, including linking a contact or lead record to a campaign, manually. Mass importing campaigns from a spreadsheet using an input was it, and adding campaign members through a contact. So leaves report can be members statuses such as invited, confirm that tended no show can be customized when setting up the campaign. Here we are back in our campaign that we set up the annual conference. If we go to the related tab, we can see all connected areas of the system. Campaign hierarchy details will show if the campaign is a parent campaign. So for example, if I go back to details and go to our parents campaign company events in the hierarchy we can see and your conference. Click View. And we can see the full hierarchy. But to annual conference weekend add attachments. And we could also link campaigns to opportunities. This could be used, for example, to record wherever our marketing initiative has led to any income opportunities for our organization would then be able to compare campaigns with each other to assess the effectiveness of our marketing initiatives. We then have campaign members and campaign them. The status is the default campaign member status is that cells will set our responded and sent, we can replace these are new ones. For example, I might want to add an invited status. And if I save that, we'll see that the campaign member status is added here in a campaign members related lists, we can add a contact or lead. It lets us search and add multiple contacts. And it lets us choose the member status for the context that we're adding. Now we have three campaign members. Click on View and we can see the members. We can go into a campaign member page where we can see the campaign, the contact and the status. And if we go to the contact in the related tab, what you'll see is a link to the campaign is recorded in campaign history, in the campaign history related list on a contact record, then you'll be able to see all campaigns that this contact has had interactions with in the past and are planned. Another way to add contacts is through a report on any contacts and leads report. You will see there's an option to add to campaign. This will relate to all contacts in this report to my annual conference campaign. So in summary, campaigns are to track marketing initiatives. And therefore you'll be able to evaluate how well they're doing. There are many use cases for campaigns. This includes managing any contact list, such as a membership group, where you can track the status of members as well as prepayments. Are the use cases include tracking invitations and attendance to events, opening of mass emails, as well as targeting groups for marketing. The campaign history on a contact page lets you see all planned and recorded engagement and individual has had with the organization. 21. Salesforce Files: In this video, we are going to go through what Salesforce files are and talk about some use cases. It's possible to upload files to Salesforce, such as documents, images, and marketing collateral. These files are stored in the Cloud. The main advantage of storing files in Salesforce as opposed to other cloud storage services, is being able to relate it to records. In Salesforce, you can therefore have important information about records and documentation all in one place. Be careful not to confuse Salesforce files with Salesforce attachments or documents. This relates to our functionality. They have different features, limits, and considerations. Here we are in Salesforce on an opportunity record. On the right on the related sidebar you can see a section for files. This is where you can upload any files from your computer or you can relate files that are already in the system. Here in this drop-down, there's an Add Files option. And not only does it allowed you to upload a file, but I always say, let's see, link any other files that are already uploaded. If you have the appropriate permissions. And the files uploaded in Salesforce, you can download and previously. So here's the preview. We've got a link to download and that will download the file into your downloads folder. And you can also upload and track multiple versions of a file, configures sharing access to files or the users groups or publicly. We can therefore use it as a tool for collaboration. There are also options with Salesforce files connect. So be able to integrate the files functionality with other systems, such as Google Drive, quip, Microsoft SharePoint, box, etc. For some of these services, there may be additional costs. Here we are back in Salesforce on the file that we uploaded. And you can see there is a Share button on the top. And we can share it with other people. See CU there's access to it and what rights they have. We can also share it with groups of users. And also create a public link. Which means that any one of this link, even if they don't have a sales force login, will be able to view and download the file. Here in a jot down, you can see that we've got options to view and edit the file details as well as upload a new version. If we click on View Details. This takes us to this page where you can actually see how many visa file has had. He's a being shared with the different versions. We upload a new version. The previous versions, why disappear? You can highlight was changed. And when I click on View all in the version of section, you can see old previous versions. There is a dedicated files tab where when you click on it in the sidebar, you can view all files owned by you shared with me. Recently viewed files. Those are your following. And then if our libraries that have been created, you can use a global search function to search for any file by keyword. And that search will include searching within any Word documents for the keywords you've entered. If you use the chatter functionality in Salesforce, we've got this in this opportunity. When you do a post, you'll also be able to upload or relate any files that we have in the system to your post. In summary, you can store files and relate them to record and Salesforce features such as version control, sharing, integration and collaboration means it can be a useful tool in gelling all relevant information in one place. 22. Salesforce Customisation Options: Hi and welcome to this lesson on customization. Throughout the course so far, we've explored Salesforce as a platform and had a brief look at some of the customization tools available. This lesson recaps on some of the themes or recovered, but also sets the scene to explore some of the more advanced features in upcoming lessons. There are various customization methods available. We've already seen how fields, page loads, record types, and apps can be used to tailor the user interface in an efficient way, allowing us to capture information we need displaced in a way that's helpful and also allow us to help users navigate around the system. In the next few lessons, we're going to be looking at other features which can help address key business challenges. Keeping basic clean is important for many reasons. If your data quality is poor, your ability to report and act upon it is reduced. Features such as validation and duplicate management will help with managing this one. The main benefits of Salesforce as a platform is its ability to allow you to alternate key processes, saving time for your users, and proving efficiency, bolstering customer service. And an upcoming lesson, we'll look at some of the key automation tools available. The ability to easily run reports, dashboards, and list views will be integral to use of salesforce. After all, why put data in Salesforce if you cannot use it to help you monitor their work, improve efficiency, manage exceptions, and make informed decisions. We'll see some of the core options available in the Salesforce platform, namely lists, use reports and dashboards. And hopefully from this you'll see how this is so useful. Collaboration is important and keeping it in the context of the matter at hand better still, we'll take a look at chatter and also some potential upcoming tools as a spring 21 to keep an eye on. There are so many threats out there to data, whether that be internal or external to an organization, security is of the utmost importance. We'll take a look at some of the actions you can do to try and keep your data secure and safe. Lastly, before you progress onto the next section, and it's worth mentioning that admins can achieve a lot viewpoints and click indeed, most of the features we talked about just now are arguably things admins or developers can work on, however than mine, that a key benefit of the cells was platform is its ability to be developed upon by a code. We're not covering code in this particular lesson, but bear in mind that the capabilities can be extended much further than next. We will now give you a quick demo to give you a flavor of some of these features. Here we are in Salesforce and I'm going to demo a few ways your system can be customized. A key feature is adding custom objects. This allows you to create your own unique areas to store information in Salesforce, it provides us with the flexibility to capture more data or information as you need. This object manager is available to Salesforce administrators in the setup area of Salesforce, standard objects listed are the ones that come out of the box of Salesforce. We have a new requirement of capturing expenses. So we created a new custom object. Expects. Within an object, a Salesforce administrator can create fields on this expense object. You can see some example custom fields we've created, date of expense and description of expense. There are many different types of fields you can create. If I click New here, you can see the options I have, which include checkbox, currency, date, e-mail, number, text, and text area. This is how the expense record looks like to an end user. A system administrator can also customize page layouts seen by an end-user. Page components can be moved or added. Fields can be repositioned or hidden. And action buttons can be added to help with productivity. Salesforce also has advanced automation capabilities to help your organization save runtime and costs. Salesforce administrators and developers can create their own automations using features such as process builder and flow. Here is an example flow where we have created a custom expense capture screen and approval process. Customization possibilities in Salesforce is nearly endless. So it's business users should work closely with the people who are configuring and developing Salesforce. So that requirement's cost and implication of changes can be understood well by the whole team. In summary, cell source provides many options for customization, both fire pointing, click and code. We've seen some of these options are ready, such as fields, page Laos, record types, and apps. In upcoming sections we'll take look automation, data management, collaboration, security, and analytics walks. This is not administrator course. We hope this and the following lessons will inspire you either to work with arguments and developers to tell the system and the best way possible. Or if you are an aspiring admin or develop yourself to learn more about how these things can be built regardless. Thank you for watching and we look for singing in the next lesson. 23. The Salesforce AppExchange: Hello and welcome. In this lesson, we're going to take a look at one of my favorite areas of Salesforce, app exchange, which we'll start off by defining what the app exchange is and then look at how it can help you and your business get the best value from Salesforce. By the end of this lesson, you'll hopefully see why it's one of my favorite areas of Salesforce, but more importantly, big sites by the options and possibilities available for you on your business. Let's start off by answering that burning question. What is the app exchange? In the same way, you can download apps for Google Play or the App Store, also provides an enterprise app store for its customers. This is the app exchange. The exchange provides an easy way to see pre-made applications, components, or help you find additional expertise such as consultancies. The benefits of this is to help you extend your cells for system in an efficient way. You may be wondering why is this necessary. Celsus already has lots of capabilities out of the box. Also, it's a platform. Can't we build things on top of ourselves? When considering such questions, you need to be aware of what you're trying to achieve and how you want to go about it. As we saw in additions in clouds, the entire Salesforce ecosystem is vast over time though, you're not sure what more functionality you may want. Comprehensive document generation, E signing, online forms, marketing integrations or backups to name, but a few. Some of these can be handled by Salesforce's own products. Others may, you may want to build yourself in house with your admins and developers. Alternatively, you may want to pre-made product. This is where the app exchange comes in. It maybe there's a pre-made free or paid app exchange products out there already, which does most or all of what you need. Do you really want to reinvent the wheel? Another benefit of the app exchange is for idea generation. Looking at popular apps gives you an idea of what your fellow Salesforce users are using in their businesses. As part of this, you can also see US reviews to help you to tell them what is working for them. Lastly, commercial, the paint applications in the app exchange undergo significant reviews by Salesforce. They are vetted an enterprise quality. This can help ensure scalability in your system and avoid unwanted technical debt if you're unfamiliar with this term, think of it this way. If you build a highly customized or coded solution, you'll have to support it, enhance it, and maintain it over time. If you go and up exchange products, on the other hand, especially when we're just supported, you'll be able to get help them do updates. Most likely aniline sure isn't. None of the rest of the cells was platform. As you've already seen, the cells was platform does evolve over time. So keeping in line with that is really important. You will often need to judge the balance between custom developments and premade solutions. There is no single right or wrong answer. When doing so, consider your internal teams, resource availability, and the potential ongoing costs of supporting anything you build, comparative any licensing costs and trade-offs in functionality. Now that we've talked about this high level, let's have a look around the app exchange and see some of the common offerings that are available. Here we are on the Salesforce app exchange and I've locked into my developer account. As you can see, API, Salesforce's trail had characters is making recommendations based on a recent search I did on document generation. We also have cells, was lamps. This is a program where employees are Salesforce create applications and components to share with the ecosystem to solve a particular business need lateness. Then osha, take a quick look at one of these. Let's orientate ourselves. Roundness page. We can see sponsored solutions and top categories for searching. Scrolling further down, we can see some case studies of how the app exchange is helping businesses achieve their goals. We also see trending now, which gives an indication as to what apps are popular at this present time. Towards the bottom of the page, we can see resources to help familiarize yourself further with the app exchange as well as a newsletter link. Let's now scroll back up to the top of the page and take a look at some of the options in the menu recommended for you, where Salesforce provide some recommendations based on past searches or package installs or you've done their solutions by tight, which allows you to see different types of products on the app exchange such as full apps or perhaps individual components, product collections, which group components on offerings based on the different Cloud products available within the Salesforce ecosystem in which the collections, again, allowing you to make sure that the officers you're looking at are relevant to your industry sector. Consultants where you can look for consultancy practices or you can look for individual developers. Learn. Well, there's various resources curated by Salesforce app exchange team to help you find the right information you need and also where to get further help. Latest collections, which shows the different categories recently produced by the Salesforce app exchange team. And again, this can be a very useful way to highlight new trends, innovations that are being made. There was also a section available resources related to COVID-19. Let's now have a look and try searching for an app exchange products. And this example we will look for if a commonly used one cool to Salesforce adoption dashboards. To do so, simply click on the search bar and search for Salesforce. Adoption. Dashboard and press enter. This loads the search page for the app exchange. And as you can see, we have a number of useful filters. On the left-hand side, we can search by type where the product is free, paid, or discount for non-profits. The additions that supports how highly it's been rated by other users of the app exchange and languages it supports. Let's go back up to the top. We can see the Salesforce adoption dashboard listing here and click on this option. On this page, we can get all the information we need to get a high level overview of the product. We can see it's got 4.5 stars out of five. That is associated with the categories admin and developer tools, Ansel source labs. We can see what it was last updated and start getting a feel for what it's capable of. Scrolling further down, we can see the features it has, so we know it's lightning ready, IS supports professional edition and above. And also person counts, which we'll come back to later in this course. There's also a datasheet here which allows us to see more information about the product should we wish to do so. Now there's also an option here to save for later, which is a favorite icon. So if I click on Save will see a prompt appears at the top of the screen. And also I click out to that. You can see a little heart icon next to me here. If I click on this, allows us to see Sayed listings. We can also get rid of saved listings by clicking on the little trash can icon. But I'm going to click back onto my Salesforce adoption dashboards listing, okay, before installing any app exchange product, It's always worthwhile reading the reviews. So we can see there's a good number of years and this apps and then click on Reviews tab. We can see that the majority of US had been five-stars and most of the experiences have been positive once you're happy with the product and I'm ready to install, your administrator or developer can install the package into your system. Typically speaking is recommends to go into some books prior to going into production. To scope back to the top of the page, your administrator or developer would click on the Get it now link and then complete the installation steps. Bear in mind the number of steps required to install a product properly will vary depending on the complexity of the product. I'm going to go ahead and install this now, and I'll show it looks like on the other side, we're now back again and Knossos was developed. Ok. I'm going to click on dashboards here. I'm going to click on old folders. As you can see, the Salesforce adoption dashboards happened installed. I click on this, I can now see the different dashboards available. I'm going to click on User Adoption. Logan's. The dashboard is now loaded and it contains a number of pre-made metrics from this package. This example serves to illustrate the power of the app exchange. I have not taught to invest time, effort, or money in order to produce these. The same applies to other app exchange products such as document generation. You can download a product which will allow you to generate complex, sophisticated, unprofessional looking documentation from Salesforce without having to invest in development. This is one of the key benefits of the App Exchange and why you should consider it when you're adopting Salesforce. In some way, the app exchange is an enterprise app store which gives you access to vetted and reviewed applications and solutions. It also helps you find details of consultancies and developers. This helps you avoid reinventing the wheel or salami to achieve what you want to faster without the need for additional technical debt and development. You should consider when the app exchange is appropriate or custom development and engage your admins and developers to help you with that precision. This concludes our introductory section to Salesforce. We're now can start looking in more detail at different areas of the system, starting with navigation. In the following lesson, Yao is going to take us through the cells was homepage. We look forward to seeing you there. 24. Salesforce Automation: Hello and welcome to this lesson on Salesforce automation. In this lesson, we will cover why you would want to use alternation of himself, source, and also some examples of features that are available bad in mind, this is not an administrator course. We will not be covering automation and detail. The purpose of this lesson, we'll be giving you an overview of some of the features that are available. Once you have your data in a clean and tidy format, the possibilities for automation within Salesforce increased significantly. Automation provides various ways to improve your teams efficiency and inconsistency in executing processes. While she did not wish to overload the system of automation, think about how you can use the system to make things run smoother within your business, it may be that there's a need to send an e-mail when something occurs, or you may need to help your team must edit and update records. You may require call center scripting or some form of internal approval process. It could be nice time to an external third party system, whatever the case, Salesforce has a number of tools available. Some of these appoints and click, but there's also custom code options available to just ensure you work if your admins and developers to consider what automate and what not to automate processes clear, unmanageable. Let's take a look at some of the sales force automation tools available to start off with. We have workflow walls. Workflow rules are simple automations which cater for a single scenario. If you wanted an e-mail that we sent when a status changes, you can do so via workflow. Will workflows have a number of simple automations possible, such as email lots, creating tasks, updating fields typically within the record at it started from or that there are some exceptions. And sending outbound messages. And outbound message is simply a way of communicating out to an external system. Another commonly used type of automation is the approval process. Approval processes allow us to submit records for approval. This can be done manually by the Boston click automatically via a process builder low or code, which we'll talk about more shortly. Approval processes can be single or multi-step to handle a number of different use cases and tears of approval within a business. The automation actions possible of an approval process are similar to that of a workflow, such as sending emails and tasks. Approval processes also allow you to lock records when they are submitted for approval. This helps to ensure that one of equity is being approved and is not changing. Process builders are a newer automation tool than workflow walls. Their capabilities are more advanced. They can't Kate for multiple different scenarios. Let's see how the status field, which had a value of in-progress and complete with workflow tools. If you want a different automations to occur after each stage about the different workflow levels for each step. So in this case, 21 for him progress, one for complete. The process builder, you can handle both steps within a single process. So rather than to workflow rules, you can create one process builder. Process builders also allow us to do additional actions, such as invoking approval processes, calling customer apex code, running, other process builders, updating related records, and so on. Flows are the most complex automation tool with many different use cases. For example, you can create custom screen flows which allow you to guide users through a process or call center scripting flows can also do mass data actions, invoke other automations, and so on. Typically speaking, you'd use one or more of these tools together in combination to solve a business challenge and the admin or develop, or for that matter, can help you identify what's the best course of action. Berman note, there will be some scenarios where custom code is required. You should always seek to use the tool which is the simplest solution to avoid unnecessary technical depth and maintenance challenges in future, it is also worth considering any app exchange products that may help your particular use case. For more information on the app exchange, please refer back to the earlier lesson that's now to hit quit, look at an example of a custom process are built using Salesforce automation tools. Let's apply some of the concepts we just covered to an example. This is an account record and I'm currently logged in as Zhao. In the user lesson I introduced the customer object called expenses. We're now going to see how automation can help to make the process more efficient. Imagine your user in their Salesforce environment and you have to login expenses. To do so. You currently go into the accounting records, go to the related list, click on the drop-down, slouch new ends, the details in as needed. Press Save, which creates the expense records. And then we would need to submit the expense records to do so with an app to go into this action dropdown here, select submit for approval and some comments in and press Submit button submits to record for approval. We can see the status is updated and it's now been submitted to me for approval. That is quite a few clicks. You have a number of records to submit that could take awhile. Let's see how automation can help to speed this process up. To do so, let's see how we can combine automation processes together by looking at how a flow can interrupt with an approval process, will go to the homepage. And you can see that we now have a component on the homepage, which is actually a flow which gives the user the ability to fill out a form to submit an expense claim. So I'm going to choose Dickinson PLC again and fill out the rest of the information as required. One thing to note here is that the approval comments box has also been put on this form. There's no need for a second step as there wasn't the prime example. We'll click Next and a confirmation page appears on the screen or press Finish. And the expense has been submitted. Let's go to the Dickinson PLC account again and see how that looks. And we can now see is another expense record that's been created as a premise one here, and we can see it's gone to waiting approval. The amount is 500 pounds and it's also been submitted to me for approval. That was all done automatically via a flow arms and approval process combined. Let's now see how it looks from the approvers perspective. Firstly, that approval process had an email alerts configured. I received an e-mail notification from Salesforce, notify me that as an approval outstanding to be considered, the CMO contains who submitted the equivalent his case, it was Zhao or that was actually mean in reality, the amount, the description, the date, comments, and also a link to click through to access to record. Let's see how it looks directly at in Salesforce as well. Back when my user license, we can see I have two notifications peering at the top of my screen. If I click on this little icon here, we can see the two estimated by me as Yao would just now, if I burn the first one, I can either approve or reject or reassigned leave request. I'm going to prove this one. And for comments and press the proof, we see it is now approved for go to the expense records and see the status is also been approved as well. If I go into the other record was submitted and I say I reject this one and reject and go into the expense. When since been declines. Then go into that and we can see the rejection comments as well. In summary, salesforce is a powerful and versatile platform. You use Salesforce to get a 360 degree view of your stakeholders. Once you've achieved this, you can also use it to automate repetitive actions and improve service, allowing your teams to focus on what they do best rather than repetitive actions. Salesforce has a suite of automation tools available during the course. This lesson, we focus on workflows and approval processes, process builder and flow. In the demo, we saw how a flow, I'm an approval process can work hand in hand to automate an approval process. This is barely scratching the surface though. There are so many ways in which you can automate processes within Salesforce. If the point and click functionality isn't enough. You can also look at custom code and third-party products to further extend your capabilities. In the next lesson, we'll look at how another Salesforce feature, duplicate management can help ensure the quality of your data is maintained. 25. Duplicate Management: In this video, we are going to go through what duplicate records are, why they matter, and the capabilities of duplicate management in Salesforce. In Salesforce, a duplicate is where a record exists multiple times in the system. For example, someone on the team might have entered the individual, John Smith more than once. So to, to John Smiths are the same person that is a duplicate in the system. If they are actually in fact different people, then these records are not duplicates. It's also possible to have duplicate that count, lead and other records to. If there are duplicates in the system, the quality of your data suffers. This could lead to poor reporting or decision-making. Unnecessary duplicate work, harming productivity or brand reputation. Having compliance implications and undermining the adoption of Salesforce. So an example of what might happen if we have lots of duplicates. We may think we have more contacts on our subscriber list and we actually do. We can unintentionally e-mail and individual more than once, creating a poor impression of our communications to our customers. As an organization, we may want to invest in eliminating duplicates from our system. In Salesforce, there are a number of features that help you with duplicate management. We can set duplicate rules. Duplicate rules dictate what happens when the system detects a duplicate on creation or updating of a record. We can allow duplicate records to be created or have the system block it happening when Salesforce detects a duplicate. We can also have the system to show an alert or have duplicates automatically recorded in a report. Here we are salesforce on a contact record, and this is John Smith. And let's say we're going to create a new contact. And we are going to unintentionally have another John Smith created that the e-mail address in. And look and alert happens. It informs the user that this record is already an existing record. And you should make sure to check any potential duplicate records. So ideally, when you're creating a new record, it's best to use the global search bar at the top to see if the record already exists. But I believe that the blocking of creation of contacts for duplicates is not turned on. So it was still let me save the contact. Matching rules, determine the criteria Salesforce used to detect duplicates. For example, we may specify that a matching rule for a contact is if records have the same first name, last name, and email address. If it does, then it is a duplicate. There are some standard duplicate and matching rules in Salesforce for lead account and contact. A system administrator can create new matching rules based on what works best for your data. Merging is when you make two or three records become one. In the merging process, you get to choose what data is kept from the records you're merging. Let's go to Salesforce to demonstrate an example of a merge process. Here we are back in the contact John Smith. And if I go to the related tab, I actually find there's a duplicate component saying that we have one potential duplicate for this contact. I'm going to click on View duplicates. And you can see we have two contacts that accord John Smith. They're actually from different account names when they do have the same email address. And that's why identified as a duplicate from the Standard Salesforce matching rule. So this is a process to merge the contacts. We can select up to three contacts as two here. So I'm going to click these to click Next. And then what you'll see is the two contacts side-by-side and some fields where if they're different, Let's see, choose which record to keep. The first row is the master record. The master record is the one that will remain after the merge is done. The contact owner is different, the name is the same and the account name is different. So for example, if I wanted to select sf basic as the account names keep, I can select that. But I'm going to keep the contact owner as myself. Scrolling down, we can show all fields. By this default screen shows you all you need to know because all the other fields have the same values. Now let's click Next. And I'm given the chance to confirm. And once merge these contacts. Because you can't undo merging. Click Merge. And then now the two John Smith's become, become one Johnson if and you can see that a system no longer detects any potential duplicates. You should be careful not to manage contacts that are not actually duplicates. There could be lots of John Smith's in the system that are actually real different people. You will need specific profile permissions in order to do mergers, such as being able to delete contacts. If you're having difficulty with managing contacts, do you speak to your system administrator? And maybe that only certain users are given permission to do this because of the risk of deleting data. So that summarizes the functionality you get out of the box and Salesforce with duplicate management, there are also integrated third-party solutions that go further with helping you with duplicate management and data cleansing. If you find you need more functionality with duplicate and management, you might want to explore these. For example, you might want more automation as you're dealing with large data volumes in your processes. You can find a few of these solutions such as clouding, go, do capture, and do blocker in the Salesforce app exchange. In summary, we believe that duplicates matter, cleaning or date of duplicates can reduce risks of harming business reputation, poor user adoption, and the quality of your decision-making. There are tools within Salesforce to help you manage duplicates and third party solutions. However, you want to work with your team and Salesforce administrator in identifying good data entry processes and a strategy on how you will configure these tools to work for you. 26. Validation Rules: Hello, and welcome to this lesson on Salesforce validation rules. In this lesson, we shall explore what a validation rule is and also some of the use cases. A validation rule is simply a rule defines bio business to control what data is entered into Salesforce. And when. A key thing to bear in mind is that fields can be made mandatory in various different ways. Your admins and developers can make a field mandatory on the page layout, on the field definition itself, meaning it's always mandatory or conditionally based on a validation rule. Under normal circumstances, usually a validation rule is the best bet as there could be some legitimate circumstances why you would not want to feel to be populated, as we'll see in the demo shortly, as for duplicate management, and the main reason for looking at validation rules is data quality and preventing poor quality data filtering into your cells for system. There are a number of key reasons for doing this. Amongst the most common are inconsistent data, which then cost time and effort to fix impacts on reporting process and automation hours and burning the amount that we saw in the last couple of lessons, automation is a really important part of Salesforce. See, you Don't be impacting that. It can impede trust and adoption of Salesforce itself if your users don't trust the data while the user, it can also cause operational and reputational risk if data is not maintained properly and you run reports are certain matters to your customers. Outside information you could be sending out could be invalid. This isn't a good image to send to a third party. That said there are some considerations with validation rules. You want to keep validation all simple and clear. And also the error message should give, must make sense. There's nothing worse for use of your system than an error message. That doesn't mean anything. Let's now take a look at some use cases or validation rules. A very standard one is simply to check if a particular value needs to be entered. This is conditional, unlike the other ways in which a field can be made mandatory. So for example, if you want to progress to a certain stage, other fields must be entered as well. Validation rules also have a very useful ability and that they can check cross object. What this means is that you can check data on a related record to make sure that is correct as well. This will be based on the parent records values and the previous lessons we take into account opportunities which related to an account. The account and create a validation rule on the opportunity objects to check that a certain value husband set on the account or citizen our demo shortly. Validation rules also support regular expressions or regex short. This helps to ensure that data is entered in a particular format, this contact deliberate setting up, but there are a number of useful articles out there within the Salesforce community to help you get started. Validation rules can also work off permissions as well. This can help ensure that only the relevant users enter the value into particular field or progress to a certain stage in a process. Validation rules are very powerful resource to help ensure your data quality. You can be creative with them and think are useful ways to help improve your data quality and efficiency. However, validation rules are powerful, but they're also a precious resource that are limits the number of validation loss you can have. Also remember that you do not want to touch so many validation rules that users do not know how it's progressed through the system. Validation rule should not be ambiguous, that error messages should be clear. Also, there are some circumstances where a validation all is not the right tool and it needs look at custom codes. An example of this would be preventing a record deletion. Let's take a look at some of these in our developer org. Let's walk through a few scenarios just to illustrate some of the concepts we just considered. To start off with, let us assume our business process dictates that this field laptop, corporate brochures sent, must be filled in before hitting the qualification stage on this opportunity. So if I now select Mock stage as complete, an error message now appears notifying the user that this must be filled in first. Or select this and safe. 0, 0, What's progress to the next stage in the process? This highlights a scenario where you cannot have the field mandatory on the page layout itself or the field definition. It only made sense for this field repopulated when we wants to progress to qualification. This is conditional and highlights one of the benefits of a validation rule. Let's now clear this value down again. And we'll change this to respecting. Let's say we have a scenario where you also need to ensure that the number of employees on the related account is populated. Split goes my test Company Limited record. Go to the details tab, clear out the number of employees field and safe robots and opportunity. We only want to be able to progress to qualification when that field is populate as well. The employees field. If I mark the stage is complete, we can see the previous arrests has been triggered. I'm now going to update this fields and Save. I'm going to try and progress again. And now we can see we've got a different error message this time notifying me that they employee filled on the related account must be populated. So flip, That's my account records. Go to the employees fields. Data value, save, go back to opportunity and try again. I can now progress to the next stage. This is an example of a cross object validation and helps to show how you can join days together to ensure that there's consistency in your process from start to finish. Let's now take a look at an example of a regular expression. If I go into the address field here and this angelo the random numbers into my postcard field. We can see that cell sources checking to make sure that the formatting is correct. Now enter something in a valid format for the UK. It is now accepted the value. Please note this is just checking the formatting of the address is not checking the validity of the address was I mean, by this is not checked to this postcode is a genuine one. It's just checking the formatting of it, but this is still very useful when it comes to ensuring data quality. Last, let's take a look at an example of a permission based validation rule. There are various ways this can be done, but this should hopefully illustrate the benefits of them. If I wanted to progress to needs analysis, I'm going to press a mock stage is complete and we not have an error message saying I do not have permissions necessary to progress. Now if I assign myself additional permissions and try again, I am able to progress. Your admins and developers can work. Pete's define this, but hopefully this illustrates how you can put in some quite robust controls to limit who can do what within your system. In summary, validation rules are a powerful tool enabling us to ensure that data quality is a dear to at the point of save. This should be used as part of a combined strategy, taking into account other tools such as duplicate management. There are many different use cases for validation rules. So be sure to be focused on what you wanted to do. Engage your users to understand what will help them and ensure that our message is that clear to get the best possible outcomes from using validation rules. 27. Salesforce Chatter: Hi and welcome to this lesson on Salesforce chatter. In the past few lessons, we've explored features such as automation, duplicate management, and validation. In this lesson, we shall explore another useful Salesforce feature, cool chatter, which we'll explore what chatter is, somebody's features. I'd also begin looking at some other tools which may be worth keeping an eye on for future reference. To start off with, let's consider why this matters. Collaboration is essential for any business. It helps foster improved customer service by joining sales and service teams name but a few promotes innovation, problem-solving, learning, best practice, and ultimately improve customer satisfaction. Salesforce recognize this some time ago, I'm excited to invest in an inbuilt collaboration tool themselves force called chatter. Chatter divides a number of useful features, such as being able to acknowledge and people upload files, create groups, topics are much more. It is really important to re-emphasize the point in that Salesforce's intended to help break down those silos in order to get a 360 degree view of customers, you must start off with ensuring that there is robust communication within your business. Let's now have a look at this within Salesforce when Arvin cell source and within the chatter tab, Let's now briefly walk through some of the key features have been chatter. Firstly, as you can see at the top, you have the ability to do various different actions, such as creating a post which is an offense, sharing a key update your colleagues. Creating a poll to lyse, to quick survey. And also to ask the question. We have our feeds, which now is to sort based on top posts, latest posts or most recent activity surge. And it can also take a number of key actions from the posts themselves. So you can see here we have a sample posts or creates a short while ago. I can like it and a comment. Our can share it via link. We have a group of my followers. As I scroll down, you can see examples of where this can be very useful as well in terms of notifying your colleagues. In this post, I've mentioned Yao of crates, the topic to allow me to track this particular post against a given theme. And I've also created a group called important updates so it can be displayed that as well. Last step also relates it to a record, but one thing to bear in mind, this won't actually appear on the record itself. So if I was to click on this, open a brand new browser tab, go to the chat tab. There's no mention of it here. This is a current limitation of the functionality. Scrolling down, we can see an example of a pole and also an example of a question that I've asked and the ability to answer that question. On the left-hand side number shortcuts to help us with navigation, such as seeing which records I follow on chapter, we'll see what post to relate it to me. Anything that I bookmark and to bookmark or East do is click on the drop-down and select that mark and the draft posts. And he streams that allow us to combine multiple feeds, for example, for multiple topics or groups. So in this example here, I've combined the feeds from the important updates group with the important information topic. 28. Introduction to Salesforce Security: In this video, we will cover what Salesforce does to secure data in terms of the application and infrastructure, will also cover what you can do to ensure data is secure in Salesforce. Customers of Salesforce include big businesses, government departments, and banks. Salesforce therefore needs to meet requirements to ensure that data in the Cloud is secure and compliance standards are met. Data security is important for organizations of all sizes and types. Security measures that Salesforce put in place include physical security. Using the latest software security standards including encryption, inbuilt, redundancy, or disaster recovery, and adherence to known security standards. You can find more information on the website, trust dot salesforce.com. This is where you can find real-time information on Salesforce's system performance and security. In system status, you can confirm service availability and ongoing incidence. In security. There is in-depth information on how data is safe, guarded in compliance, there is guidance on how salesforce follows legal regulations such as GDPR, HIPAA, other compliance standards and related certifications that they hold. So while Salesforce has put in quite a few security measures, your organization also has a responsibility to ensure that information kept in Salesforce is secure. If you think you'll Salesforce as a car hire, Salesforce leases you a safe car, but it is not up to Salesforce to make sure that you drive it responsibly. In Salesforce, there are security settings and features you can configure. You may need to design security processes to ensure when you are using sells for your organization. Complying with legal requirements, staff will need to be trained to use the system securely. And you may have additional data security requirements specific to your organization. For example, you might have different departments and teams. And you may therefore have a security requirement of restricting areas of the sales force system to certain groups or teams. You might not want to have the sales staff, for example, to have certain financial data. But you want to make sure that the finance team do. You can work with the Salesforce administrator to control access for different sets of users. This could be at the object level, for example, great to have no access to opportunities at all, not being able to see any records. The Salesforce administrator can specify whether users can create, read, edit, and delete records for a particular object. Or it could be at a field level restricting access to a field, such as the amount field on opportunity. We can make that field either hidden for a particular team or read only. We can also restrict access at record level, and that means, for example, a team only seeing opportunities that belong to them. Salesforce provides many tools on its platform to help you with configuring security. Here are some of the most common ones used. We have profiles which define the key security settings for a user. This controls what they can't do an access. It includes defining access to objects and fields, as well as other security settings like password policy and Session Settings. Permission sets, extent defined access and can be allocated to users on a specific basis. Rows extend record based data visibility for teams of managers who need to see more data. We can define field level security, where you can say H field as edit or read-only or no access. For specific profiles and mission sets. You can configure file and folder access to specify access to reports, dashboards, and files. For backing up sales force. There is a data export feature as well as the party products to extend beyond the functionality provided by Salesforce, you have multi-factor authentication. This requires the user to provide more than one verification factor to gain access to Salesforce while making sure the process is not cumbersome, such as being able to login without a password. And we have cells will shield, which is an additional costs that feature when you need more encryption, monitoring, and audit trails. In summary, attention to your data security is essential and Salesforce invest heavily in providing you with the tools you need to manage this. Salesforce allows you to configure security settings to your organization's requirements. You should work with yourselves was admin and other stakeholders. It's determined your needs and define the settings you need in the system. 29. Integrating Salesforce and Outlook: In this video, we are going to go through salesforce and Outlook integration. We'll cover how to set up and how to add emails to Salesforce. By installing an add-in to your Microsoft Outlook. What you can get is a sidebar when you open your emails, where you can add the e-mail to Salesforce. And you'll also be able to search in V pages in Salesforce without having to leave Outlook. In the sales for sidebar in Outlook, you can also view any Salesforce tasks and notifications. These features of the add-in will help you save time in recording information in Salesforce and can really increase your productivity. You can save important emails and a project. These e-mails are saved in activities and this helps create a timeline of all interactions on a project in one place. So let's go through installing the add-in. If it's not installed already. To install it on your computer, you do have to have some system requirements. This includes requirements on your email server. With it having to be Microsoft Exchange Online were free 65 or on-premise Exchange server. You need to have a modern browser installed on your computer like Edge Chrome, Safari, or Firefox. And you need to be able to install Add-ins from Microsoft AppSource. Your IT department might install it on your outlook for you, or you may need to seek additional permissions and help from them to help you get it set up. Here I am in Microsoft Outlook. Here at the top there is a debt add-in button. And this lets you search for add-ins which you can install it to your Outlook. Search for Salesforce. Press Enter, and we have a number of different options. We are going to go and look for the official Salesforce app. It's not this one actually not Salesforce connector. But if we keep scrolling, we shed find one that's just called salesforce. Here it is under Salesforce logo. You can see, I've added this already. And if you haven't, you will be given the option to add it here on the screen. Once you have installed the Microsoft Outlook add-in or someone's installed it for you, then you should see a view Salesforce button here on the top right. Might not be clickable, but if you do that insulin e-mail, you should find that it becomes clickable. And when you click on it, you should see a sidebar appears on the right. The first time that you use it, you might have to login. So you should take login Salesforce, and then you should be able to enter your username or password or use your custom domains and login. You should only have to do it. And then once. So when I click Login, it confirms that you want to connect your outlet to your Salesforce account. And here we are now logged into cells, spores within your outlook. Here, I've been quickly create a new event, task, contact case, or lead. If I'm already in an email, it already fills in the FirstName, LastName, and email address. For me. We can search for Salesforce records. It's like the main website where it presents results. Groupby object. We can edit record pages. The most useful feature is that we can add emails to Salesforce. If your object it sets activities, all you have to do is click the Log button. So here I'm a lead. But if I go back and click on related, this gives me suggested records based on the name and email address on what records I should add this email to. And in fact, if the contact does not exist already, suggests adding them as contacts. So here I'm going to add Richard, pick safe. He is now a contact. I click login email. This is a confirmation screen of what records that I should add this email to. And I can actually search for more records if I want. If I wanted to add the email to multiple places. So here I can say I went C and its edge installation opportunity. You can see I have the option here to select it. When I click Save. Then the email is added to Salesforce. Let's go into Salesforce and have a look. We can do it here within Outlook. So if you go to Edge installation, I go to activity. I can see here is the copy of the e-mail. And when it was sent. Also, if I click into it, I can see the e-mail content. This is how it looks within Salesforce. Here, I'm just going to Edge installation. In the activity. Here's the email timeline can store everything that's associated with this opportunity. So any tasks you add, any emails you add, is a central place to see all the interactions between your organization and this opportunity. You could do this for any record that's got activities on it. If we click into it, we can see the copy of the e-mail. If the e-mail had any attachments and you wanted for them to be added also. They would also appear here on this page. In summary, if you use Microsoft Outlook in your work, you want to seriously consider getting the Salesforce add in. Let's use Salesforce in Outlook and more importantly, and e-mails directly to Salesforce activities. Work with your IT department to check that you have the system requirements needed. When you get your teams using it. On your record pages, you're going to be able to create an entire picture of emails and tasks and events about that record in one place. 30. Introduction to Salesforce reporting: Salesforce is very powerful reporting functionality that can be used as a database to store all sorts of information. It lets you do in-depth analysis of the information that you have entered in the system to better understand and act on the data that you have. The reporting functionality can give you the insights you need for strategic decision-making, managing sales operations, projects, or other areas of your organization. Salesforce. Let's see, see the information you have entered in different forms. This course we'll go through the free main tools you can use for data analysis in Salesforce. Reports, list views, and dashboards. Salesforce reports. We have Salesforce reports. These are data tables which you can customize. This includes choosing columns, adding filled criteria, adding groupings or displaying summary statistics. List views. We have less views. You've got quick access to groups of records, including the ability to mass update dashboards and dashboards. This lets you present multiple reports side-by-side, and display key data in graphical layout. Everything that is important to you on one screen. And you can have your dashboard and your sales force homepage to all this reporting information can be presented to you live or via automatic emails. Salesforce reporting can be useful and relevant whatever industry or Rowley working. The ability to extensively customize Salesforce integrated with other applications is why many different sectors use it from retail, health and non-profits, and also different teams of an organization's to use it, such as sales, marketing, finance, and HR. For example. If you're using it for sales, you can use it to manage your sales opportunities, either your own or your teams. It can help you quickly answer questions such as, how satisfied your customers are. Which marketing campaigns have been the most successful? How much income of you made so far this year against your targets and what information you hold or don't hold about contacts. If we take a different sector example, like a non-profit organization, Salesforce reporting can help you find out who your most engaged donors are. Manager tendencies for events, track fundraising efforts, or measure the impact of your work. With Salesforce reports, the key benefit is saving you time finding out the information you need. You can easily list and summarize your data. Without Salesforce, you might have everyone keeping information in separate spreadsheets or systems that makes it harder to collaborate on work, time is wasted asking for others for information which could be easily found if we had Salesforce reporting and may involve you having to get data experts in to help you do the data and analysis you need from the systems you use. However, with Salesforce, you have more visibility of data between people and teams. Reports can be easily created and shared. They can be accessed on tablets and phones too. And you can learn how to do this without having to be great at computers. 31. What is a Salesforce report: This video will introduce what is a sales force report and highlight some key features. Salesforce Reports display data in salesforce that you define. You can present your Salesforce data in multiple combinations and formats. This includes running statistics and visual charts. You can save and share the results with others. Reports are saved and folders that E can organize. Each report has got a unique website link. You can copy an e-mail to someone else who also has permissions to access the report. Report information can be downloaded to a spreadsheet. So reports can help a team work with a live version of their information always and reduce data entry. Here is an example of a basic table. Contact report. Information is displayed from Salesforce in a table with rows and columns. Each row could be a record which is an item in your database, like a specific individual organization. Here each row is a contact from Salesforce and each column represents a field which is a piece of information about to record, such as last name, birth date, e-mail address, or industry. A report can have filters. Filters determine what records you want displayed in your report. And therefore how many rows show up in your report. In this example, we have asked the filter to show contacts only where the industry equals energy of Salesforce reports. You have an easy to use and powerful report builder. This is what you can use to create a new report. O, if you want to customize an existing report, this has drag-and-drop functionality that lets you easily work with fields and filters. Anything that you put in Salesforce can be reported on if you have the relevant system permissions. So in summary, reports can help you get valuable insight into your data, assisting you in making important decisions for your organization. There's a lot of powerful functionality in Salesforce reporting. You can present your data in multiple ways. And I hope from this course, you'll be creating your own reports we've confidence and find it really helps with your work. 32. Reporting Navigation: This video will go through an overview of how to navigate around the report functionality in Salesforce. There are three key pages. We will look at. The report homepage, the report R1 page, and the report builder page. To get to the reports home page, there should be a reports a link in the menu bar. If it's not there, check out the More section. Or click on the nine dots on top left of the screen. And you will see all items that you have access to and displayed. Here. The reports homepage is where you can create new reports, explore report folders, which is where reports are saved and see recently viewed reports. On left sidebar, you have links that will determine what folders or reports are displayed in the main area. In the main area, you will see reports or subfolders displayed. You can run a report by clicking on the link. There is a search bar, which is useful if you have a long list displayed and know the name of your report. There's a dropdown by each report where you can see options including edit or deleting the report. If you have the permissions. Different users may see different folders and reports into main areas screen due to permission differences. You can sort the columns displayed in a table and you can decide what columns do display. Each report has a name and if I click on a link, then this would take me to the report R1 page. The report R1 page shows the results from running the report. Filters determine what data records are shown in your report. The Filter button is here, and it opens a sidebar on the right that shows the current filters for the report. If you have the permissions, you can change the filters. There's usually a default timeframe filter. Here. You can set alternate date ranges. Or I can change one of the other filters, such as the opportunity status. And if I click Apply, then the results will update. You should click on Refresh button to get the very latest update of data in the system. You can also add a chart based on your report results. In the Settings button, you have a number of different chart options. There are options at the bottom of the screen, such as row counts, detail rows, subtotals, and grand total, which you can turn on and off. You are not changing your data in Salesforce. So feel free to experiment. It's safe. And we have a number of links in the drop-down on the top right, including edit, which will take you to the report builder. Saving the report. Subscribing, which is about receiving alerts on your report by email. Exporting the report, which is to a spreadsheet, deleting report and adding it to a dashboard. Reports are saved in report folders. If I select Save As, I can rename the report, add a description so that users can easily identify a report that they're looking for and select a folder. To save the report. When a report is saved, the report will have a unique website link. You can copy and paste this link and give it to someone else. And they can access it and be able to run the report if they have the appropriate permissions. You can also search for report in the search bar at the top. If you know the name. And you can favorite to report so that you can easily access the report when you need it. Report Builder page is the page where you can edit your report to how you want it. You can get to this page on the reports R1 page by clicking on the Edit button. On this page you will see a sidebar, a main area, which is the preview for your report. The report type is displayed here. This determines what data you can access for your report. In this example, fields from the cases object, you can see a full list of fields available. On the left side bar. When you click on Fields. This can be hidden as well. On the sidebar there's an outline tab. This lets you add columns. You can simply type the name of the field. In order to add it. You can move the position of the columns and you can remove columns. Here is also where you can add groupings. This report is grouped by account name. The filters tab in the sidebar lets you decide what records or stats should be displayed on your report. For example, if I was only interested in open cases, I can add a filter, a status filter. I can click closed and not equal to closed in order to display the open cases. And you can see the preview updates. The preview show up to 50 records. If you want to see the full results, you need to click on the Run button. And this will take you back to the reports R1 page. Here, you can always go and edit the report again, which will take you back to the reports, build a page. 33. Exporting a Salesforce Report to Excel: With the sales force report, you can export the data into a spreadsheet when you are under report R1 page. You can see more links here next to the Edit button dropdown. And one of them is export. When you click on this, you have two options for the export view. A formatted report or details only. A formatted report will create a spreadsheet that will be presented in a similar way to what you see on screen. The details only will create a spreadsheet that will present a table with your data with no formatting and no grouping. Let's have a look at the difference. I'm choosing formatted report and keeping the format to Excel. I'm in Chrome and my file downloads, and it's saved in my downloads folder. This is what the spreadsheet looks like. I can click on Enable editing if I want to make changes. And we have the heading for the report name, what the filter is. And you'll see that this report is grouped by account name, just like the report on screen. Now let's have a look at the details only option. A guide to export. I select details only. Click Export. And let's have a look at this spreadsheet. You may get this message with Excel warning you whether to trust the source we know it's from Salesforce, so we're okay with that and click Yes. And this is the report that we get. The difference is it's not grouped by account name and more. It's just a normal table. And we don't see the report title or the filters. All we see is in the first row, the name of the field and a data listed below. When we were exporting, we also saw that there was a drop-down here, the format which you have the option of choosing, if you click on details only. Here, you can choose Excel or comma delimited CSV. Both of these formats opening in Excel. You may want to choose the CSV file. If you want a smaller file, the size of CSV files are smaller, and therefore they will be quicker to download. So this might be relevant if you have a very, very large report. Csv files are usually used for data transfer between systems and applications. For example, it's the format we use for Salesforce data load. With the encoding, you can usually leave that to the default. 34. Creating a new report: We are now going to create a new report. In this report, we went to see what the sales pipeline is looking like in the system. In particular, those that I'm hoping may lead to income next year. To create a new report, you need to start off with being on the report homepage screen. When you click on the new report button, you are presented with a screen that asks you to select a report type. And there are many options. What you need to do here is think about the question you're trying to answer. Then what objects might be relevant to that? I'm interested in my sales pipeline. The opportunities object is what stores the information about my sales pipeline. So I should search for opportunity reports. I can start typing in the search box. Opportunities. And I'm presented with a number of options. You'll see there are a few option that mentions more than one object, such as opportunities with products. And that's why I would choose if I need to display fields from both the opportunities and products object. In this case with the sales pipeline, it's only opportunities information I need. So I can select opportunities. On the left sidebar, you can see report type folders that will also filter out the options depending on what selected. If you choose, all though, you can use the search box and search across all report type folders. Let's look for the opportunities report. Click Continue. And once I've selected my report type I and taken to the report builder screen. In the report builder screen, you can see the report type I have chosen up here. I have columns and rows from fields in D opportunity object. Here, I can make amendments my report, and run the report as well. When you want to create a new report, you might want to consider amending an existing report or choosing an existing report as a template. For example, if I look at my report is currently in the system, I already have two Opportunity report saved. When I'm going to run page, I can see the report type here. I can amend this report by clicking on edit. And then when I'm on the wrong page, I can save this report as a new name. This is an alternative way of creating a new report and would be relevant if the report that you want to create is similar to one of your existing saved reports. 35. Report Builder: Customising Columns: This video will go through customizing columns in reports. In the report builder, you can decide what columns you have on your report. And the Mandy order. Here. I'm on the Report Builders page. And this is a new opportunities report. I just selected opportunities as the report type. After I've clicked on new report. You can see in a previous section that there are a few columns. They're already by default. Change the columns. Make sure that outline is highlighted in the sidebar rather than filters. Each column here is a field on the opportunities object. You'll be able to choose from fields that are available for your report type here. In the sidebar, within outlines, you can see there is a column section. And the existing columns that are in your report are displayed here. You can decide to remove a column by clicking on the remove button next to the field. To add a column, use the search bar to find a field here and select it. It will appear in the previous section at the last column. So move a column, simply drag and drop the column to where you want to move it. You can do this here in the columns sidebar or in the actual preview pane. With each column, there are also more options under the drop-down. This includes removing the column and leaving the columns. You can also sort results by a particular column. If you sold a currency or number field, you can do it from the largest to the smallest or the smallest and largest. Might be useful to sort data in ascending or descending order. And for text fields, you can sort alphabetically. I always seem to get mixed up between descending and ascending. Descending we'll sort from Z to a. Ascending will assault from a to Z. If you click on fields on the left, you can see the full list of fields that are available to you. The opportunities report all say, let's see, bring in fields from the account object. Another way to see what fields you might want to bring into your report is to go on a record page. So let's find an opportunity page. If I click Run, we've got the report run page. And then we can open one of these opportunities in a new tab, right-clicking and open link in new tab. Details page. This shows a number of fields on the page layout that I might want to use. I may want to go back to my report. In the other tab. Click edit and make a more amendments to the columns. 36. Report Builder: Filters: This video will go through basic filters in reports. Filters are all about deciding what records you want in your report. In a tabular report, the most simplest type, as we can see here, it would be what Rosie would like to see in your report. Here. In this opportunities report, we have seven records. To decide on the filters. You need to think back about the question you'll report is meant to try and answer. When you are on a reports run screen. Filters can be found when you click on the filters button, which is here. If you have the permissions, you may also be able to change or remove these filters. If I want to add new filters, I should click on the Edit button in order to go to the report builder. In the side bar, there is a section for filters. Again, just close the fields pane in order to make more room. And here I can see the filters. You may see that there are some default filters in your report. The first filter is show me all opportunities. The Show-Me filter is usually the first filter. If I click on it, I will be able to see some options. I can filter by role, or I can filter by my teams opportunities or my opportunities. If I select all opportunities. That means there is no filter. And it will display all opportunity records. If there are no other filters. There are two filters currently on this report. And these filters referred to the close date and the opportunity status. Because we can see here that for the probability filter it set. So all, let's have a look at the date filter. The date filter lets you choose a date field such as closed date, created date, or last modified date, and filter by a time period. Let's give enclaves date. I have a number of options for range, including all the time. If I apply, then we can see there's only now only one filter, the report, and we have more records that appear. We've got options including fiscal years, quarters, calendar years, and quarters, and much more including calendar month, calendar week, day. And you can set your own custom dates. Custom dates, let see, pick a start date and end date and filter for the records that meet this criteria. You can add a filter by searching for the field that you want to filter by and then setting the criteria. For example, let's add a filter that looks at opportunities that are over a 100 thousand pounds. And click on Add Filter, type in amount, select it. And I have a filter by amount option. If I click on the operator dropped down, it gives me options such as greater than, less than, greater than or equal to. I'm going to put a 100 thousand click Apply. And we see that we only have one record left. Let's look at other filters. Again to share more records by clicking on the opportunity status filter and selecting all. And I'm going to change the close date 2 or time. Let's do a pick list filter stages a pick list field. When I select a pick list filter like stage, it gives me the option to choose one or more values. And clicking on Apply will mean I've now floated to report to only include opportunities that have a stage of prospecting qualification or needs analysis. I'm now going to demonstrate a text filter. I can see actually on my report that there are a lot of opportunities with United Oil as the name. I can filter for opportunity name2. I start typing in name. And then I've got the operator and text I can enter. Here, I would put in oil. However, if I click Apply, we'll find that nothing comes up. What you need to do is change the operator from equals 2 contains equals will only work if there's an exact match for the text that you've entered. If I D contains, then any record with opportunity name that contains the United Oil will be displayed. You can have several filters. Here we have two. It would mean that the records will have to meet all the report filter criteria in order to make it to the results page. You can remove any filters that you created by clicking on the cross. There are default ones you might not be able to remove, but you can change the criteria to make sure that they are showing all records. Or if it's a date field all the time. You should remember that in the previous section, no more than 50 records will be displayed. You will need to click the Run Report button in order to see all results. In order to see more results. The report R1 page can display up to 2000 records. If you have more than 2 thousand records, then you need to export your report to see all the results. 37. Report Builder: Grouping your Salesforce data: This video will show you how you can gain more data analysis insights by grouping your report by fields. You can group a report by row, which is a summary report. Or you can group a report by row and column, which is called a matrix report. If you are familiar with Microsoft Excel, it is a bit similar to the pivot table functionality. This is an opportunities report where you have columns and rows. And we don't have any filters at the moment. It's a tabula report, which is a listing of data and this is the simplest format of report. Now going to show you an example of building a grouped or someone who report. I want to group the report by stage. So I need to go into the report builder clicking Edit. And when I'm on the outline section in the sidebar, I went to add a group in group rows. I can do this by actually dragging one of the columns here. Stage. And then you can see in the preview that now the results are grouped by stage. If I want to remove the grouping, I can simply click the Close button here, remove. Or I can drag this field back as a column. If the field I wanted to group by is not a column, then we can search for fields here in the search box to stage or so will be here. And that's another way I can add a grouping. When you are doing groupings, you can see the subtotal for each group, the record count. You may need to click on Run Report to see the full results. Here we can see there are 15 perspective opportunities. And if I scroll down, I've got records in the other groupings as well. When I use the export functionality, I will need to select formatted report in order to see the groupings. If I click on details only, will our c is the raw data. This is why would look like we actually have stage on the last column. However, if I choose the format is report option. You will then see the groupings by stage. Now that I have grouped the report by field, I can also see totals for numbers or currency fields, such as amount for each grouping. In order for me to do this, I need to go back to the report builder, find the field. I went to total up for each group in this case amount. And then one of the options is summarize. And you can see I've got some average, maximum and minimum. If I select some, then it will total up the amount for the group. Click Run to see the full results. And here we have the subtitles. For every group. At the top, we have the grand total. Now that I've turned on the some option in the report builder for the amount column. In order to see the grand total and subsidy tools, you must make sure these toggles and the bottom are ticked. As if I remove them. The tight is won't show. With a report in maybe the key statistics that you are interested in rather than the detail. If he turn of detail rows. You will just see the statistics only. You might want this if some of our mt is the focus for what you're looking for. We can also turn off row counts. And then we have a simple and clean report. We can also add an additional grouping by column. This is called a matrix report. Let's say I'm interested in finding out what months I'm expecting my opportunities to close. I'll go to the report builder and do have a group row, which I do stage. Then you have another option of adding a group column. I'm going to add closed state. And now you can see for each of the close dates, there is a column. And I still got the grouping by stage. And it's showing the sum of amount for each date. For results will appear if I click on the Run button. And I'm going to turn on right counts. If I click on detail rows, I'll see the raw data underneath and against click grand totals too. So while this shows dates by column, what I'm looking for is what is expected to close pair month. I can group dates by month. I click on the close date drop-down. And the groups date by option. I've got calendar week, calendar month, calendar quarter, calendar year, and other options. I'm going to choose calendar month. And you can see the columns are now grouped by month of close date. And if I click run, I can see the updated report. To make things clearer. I can turn off the detail, turn off the row counts if they're not needed. And this gives me an indication of the value of opportunities that will close per month. This is what we call a matrix report, and it says a comparison of totals by row and column. We can also have more than one route grouping. If you have more than one group, you can decide what is the parent group by dragging and dropping the fields. Forgot to report builder. Let's say instead of having the closed state by column, I want it as a group row. But I wanted to keep the stage group right. I can drag it underneath the stage and I get a report that looks like this. Here. I can group dates by calendar month again. Click Run. And you can see and you can see that this report is now grouped. But both stage and close date, with stage being the parent. As the first column on the left. 38. Report Charts: This video will show you how to make report charts. You will be able to create a report chart if you've added a grouping by rho. Here is a opportunities report, a tabular format. And because I have not grouped by row yet, the Add Chart button is grayed out. That's because there's no grouping. Let's add a stage row grouping. I click edit to go into the report builder. And I put the stage field as a group row. Now that I've done that, you can see that the R chart button is available. When you click on the button, you can see it comes up with a default chart, a bar chart. And on the y-axis we have stage values. And this is because we have a staged grouping. There is a button here chart properties in order to configure your chart further. And this includes choosing what chart type you would like to display. So for example, we have other options such as column, line, DO NOT, funnel, and scatter plot. We also have other chart attributes we can customize. We can give the chart title and decide what's on the x-axis and y-axis. In this case, we got stage on the y-axis and record count on the x-axis. If we wanted a mount on the x-axis, what we would have to do is we would need to make sure that the amount column we have here, we are summarizing this and we're going to click on some. And then in the chart properties, we've got the additional option of some of amount. And now you can see that the chart, instead of showing record counts and the value on the x-axis, we've got the total amount by stage instead. In which our properties, we'll see that stacked bar and stacked column are grayed out. The reason why is we actually need another grouping for these options to appear. For example, if I add another grouping, like type as a group column, this becomes a matrix support. I'm going to hide the details. And when I click on Chart properties, a stacked bar. And he stacked column options available to me. And we can see the size of the stack represents type. Remember you don't see the full data results until you click the Run button. So your chart might display differently when you're on the Report Builder mode, as opposed to report results. 40. Subscribing to reports: This video will go through how you can subscribe to reports. Subscribing to Reports means you can receive regular e-mail notifications on your report results. This can be useful if you want to receive notifications that keep you informed about metrics you care about. Without having to manually run reports. You can set up these automatic notifications to go to other Salesforce uses two. So useful for sending information to people who are not logging into Salesforce regularly as a habit. And also reminders are things you or your team have to do. For example, at our sales force consultancy, all consultants receive an e-mail on Thursday evening with timesheet data. This prompts everyone who has not kept up with their time sheets. To take action. You will find the subscribe option available on the report R1 page. If you have saved your report already. On the reports homepage, you also have the option in the drop-downs pair report. So if I click on the subscribe link, the screen pops up where I could set a frequency for a schedule, daily, weekly, or monthly, and relevant time options for each frequency. So for example, if it was daily, I could set the time for the email to be sent out every day. Next, it asks us whether we want to add conditions to this report. If we take this in this example, it lets us choose whether to add some of amount or record count as an aggregate condition. So for example, I can decide that I only want to be emailed this report if there are more than 0 records. And I can add more than one condition. Only record count and some of them MTTR available because in the underlying report. I'll go into it here. Sum of amount is the subtotal. And we have turned on row counts. An example of where a reminder notification for a report might be useful is if I wanted to keep close dates of opportunities, I have updated. Any opportunity with a closed date in the past should be updated to a date in the future. If none of my open opportunities have a close date in the past, then I would not need to be sent that reminder notification. And so I would set appropriate filters on my report. If I click Edit and filter, that would mean I want a close date of less than. Are going to pick relative date. And put today. And closed is false. And click, Save and Run. Now because all of these have a closed state of less than today, it means that these should be really close by now or updated. So it gives me a list of opportunities that need to be updated with a new clothes to date. So here That's where a report subscription might come in, where I want to know that this should be sent to me by email only. If the record count is greater than 0. Then I have e-mail options, summary and report or the summary only. Here is an example of an email notification I would receive. And this is an example of a summary only where we don't have the individual rows presented to us in the e-mail. I can edit recipients, say if I have the permissions, I can add other people to send that report to. And here I can run the report as myself or another person. So the results I see might be determined by certain permissions, such as role hierarchy. In some cells, those environments, it may be set up that people higher in the role hierarchy, we'll see more records than you do. And therefore the results will be different. If you decide to run the report as yourself and you add recipients, you should bear in mind that the recipients may see data that they would not ordinary have access to when logged into Salesforce. And you click Save when you're done. If you're already subscribed to the report, you will see an unsubscribe button here. And the time of recording, Salesforce are looking to release new functionality that lets receive attached format. It's red sheets in reports subscriptions. It seems when this is released, you will be able to tick a box at the bottom for an option to attach results as a formatted spreadsheet file. So I imagined similar to the exporting function, but automatically sent by e-mail. Exciting times. 41. Introduction to list views: This video will cover an introduction on list views in Salesforce will cover what they are and go through some of the features. And we will discuss when to use list views as opposed to Salesforce Reports. List views are for displaying or updating multiple records on one screen. A ListView shows a number of records in a table. In this example, this is an Accounts list view. What you see is a list with columns and rows. Each column refers to a field from the account object. Each row is a record for that particular object. What records showing your ListView depends on the filter criteria set for the ListView. You can see what the filter criteria is by clicking on the Filter button on the right. We can see here that the filter criteria is all accounts with no additional filters. When you click on a tab for an object, such as accounts, contacts, and opportunities, it would take you to the default list v for that object. For example, if I click on contacts, it takes me to the default view which is recently viewed contacts. This is the name of the ListView. Recently viewed records is usually a default list for you whenever you click on an object tab, the drop-down shows other list views that are available. So if I select all contacts, the ListView changes and you see different results. List view results display on a single page. If you have many records, keep scrolling down. There may be a number of lists views setup for you, either buy Salesforce or your system administrator. If you have the permissions, you can decide what columns and rows to have on a particular list view. Or you can create new list fees and define what columns have and specify criteria for the rows. So the idea is that you might have a number of lists views that might be very useful for your work or your team's work. You can have as many lists visas you like on a particular object. If you have quite a few and you click on the drop down, a search box will appear. This search box lets you start typing in the name of a ListView. In order to find it. You can change the default list view for a particular object. The default is usually recently viewed. However, if you select a different list view and click the Pin button which is here, then that will pin this ListView, which means it will be the default list fee whenever you click on the particular objects tab, say if I click away to Accounts and go back to contacts, instead of seeing recently viewed contacts, I see all contacts. And this setting only affects yourself. You can favorite list views too. So if you have a number of lists views you like, you can favorite it with the star button up here, and it will appear in your favorites. You will also see recently viewed list views if you click the drop-down of a particular tab. So here on the contacts, I can see my recent lists are all contacts and recently viewed contacts. Each ListView also has a unique link. So this link up here can be email to team members who have access to Salesforce. From your ListView, you can usually create new records. And there may be some other action buttons up here. This includes printable v, which will give you a printer friendly page on a list fee. If you hover over any of the columns, if you see a pencil icon, that means you can edit that particular record. If you click on it. You can see you can make changes. And they are saved when you click on the Save button. You can also see there's a pencil button up here. And if you've highlighted the cell, that will change the cell to Edit Mode. Other options include changing the layout of your ListView. This button here. Let's see, select whether to display the list v as a table or a Kanban board. This is what it looks like in Kanban board. What you need to do if you select Cam Band is select a field that we can group by. Here in contexts, I'm going to select lead source. And now we can see. Contacts are grouped by lead source and we can drag and drop contacts to different groups. We can go back to the TableView using the display as button again. We also have the option for creating a chart. If we click on the Chart button. Again, it gives you the option to group by a particular field, gives you some statistics. And also there's a Settings icon where you can choose chart options. You'll see on a list view that there is a search box. And this is useful if you have many records displaying. For example, I can type a keyword, click away. And it will filter for results based on that key word. The settings buttons here is a way you can create new list views if you have the permissions. And also edit what columns are displaying. And edit the list filters. If you have the permissions. Let's filters can also be added and changed in the Filters button. We'll go through in further detail on how to create and modify list views in the next video. So we have list views. You can see there are similarities to tabular reports where both of them are used to list records based on filter criteria. This table summarizes the functionality differences between list views and reports. To help you decide when to use a list view or when to use a report. So list views are good for editing records, including mass updating. You can't do that in reports. And we'll show you how to do mass updating in a future video list these you can perform actions. Here on the contacts list view. You can see there's a number of buttons here on the top. And to campaign send list Emails, creating a new contact. Some of these actions won't be available on a report page. With reports, you've got the export functionality which you don't have enlist fees. You also want to use reports if your data analysis involves more calculations, there is limited calculations functionality in list views. This functionality of multiple calculations and groupings is something you can do in reports, but not list views. We've reports. You can also do data analysis on multiple objects, for example, contacts and accounts. So in this report, I'll be able to pull in columns from both the contact object and the account object. However, list views you are only limited to one object, the object tab that you click on. So here in this contacts related list and would not be able to report on related account fields. In summary, I would use a ListView if I wanted to do any editing. Or they're are button actions that are only available on a list view page. Otherwise, for calculations exporting to Excel and more complex data analysis, I would use a report. 42. Creating and modifying list views: Hello. This video will go through how you can create and modify lists views. On this page, we are on the opportunities tab. And you can see a recently viewed ListView. What we're going to do is create a new list view. And we want to filter for only opportunities that have the stage prospecting when we create a new opportunity list view, this will be an option available on the drop-down here. So here we have existing list views and we are going to create a novel one that will show just the perspective opportunities. And I'll go through how you can decide what columns are displayed to. So to create a new list view, you need to go to the Settings button which is here. And then you can see there is a new option to create a list view. This is different from this new button here, which actually creates a new opportunity record. Clicking on this new list view. We are presented with this screen and it prompts us to enter a name for our new list V. So I'm going to call it prospective opportunities. And then you see a box for list API name. If we click away from our current box, this automatically fills in. It's the system name for this ListView. And we don't have to change this. It does, however, needs to be unique in that it shouldn't have the same name as an existing list view. If you have the permissions, you will see this section here, which is about who sees this list view. So we can have it that only I can see this ListView. Or we can decide that all Salesforce users can see the list view. Or we can decide to share this ListView with a group of users. And with regards to group, and lets you choose Salesforce role or roles and subordinates. If you don't have the system permissions, you won't be able to see this section. And any list resume create will be those that only you can see. Next we click Save. And you'll see the new ListView is named here. And we can see we can select it as an option in the drop-down, including filtering for it. And now we are going to modify the filters and the columns. Let's start off with the filters. Here we already have a filter by owner my opportunities. So other options include my teams opportunities and all opportunities. I'm going to click all opportunities. When you click Save, the ListView will update. There's an Add Filter link here where you can search for a field on the opportunities objects or filter by, for example, we want to filter by stage a typed S. And it takes me through to the next field beginning with S, which happens to be stage. Or we can use the scroll bars to find our field. And then we've got the operator which the options are equals not equals 2, contains similar to the operators in the reporting functionality. And then we have valley now stages a drop-down list. So we can choose from the available ones. Now in the system, I'm going to click prospecting. If I wanted to click more than one stage, I can. And we click done. And there's no changes yet, we need to hit Save. And now you see we have fewer opportunities in this list. You can add multiple filters in your ListView. If I wanted to do that, I would click Add Filter again. And I can choose another field. I'm going to choose a mount. And let's say I want only opportunities with an amount greater than or equal to a 100 and 1000 pounds. Click Done, and save. And you can see the ListView updates as well. So in the filter section you can see that we have two filters, stage equals prospecting, and the amount is greater or equal to a 100 and 1000. This link here, add photo logic. Let's see, change the filters so that instead of 12, you can have one or two. Which means, which means the opportunities that will display will be either prospecting or have an amount greater than or equal to a 100 thousand. Click Save. And you can see there's more records now, because of this filter logic, you can change the filters at anytime by updating the filters box and clicking Save. Now let's go through modifying the columns. We can close the filters. And in the Settings button again, you can see we have an option to select fields to display. You'll be presented with this box, where you can remove existing columns. You can reorder the columns and you can add new columns. And when you click Save, the screen updates, you can see we've added a new column. We've taken away the owner column. And if we want to make more changes, we can go back to the Settings button and use the select fields to display option again, or the Edit filters option. As you create more or less views that might be useful to yourself and your team. You may find that this list grows considerably. You may want to delete list views that are no longer relevant. To do that, you would again click on the Settings button and there is a delete option. And after confirming, your ListView will disappear. There are some lists views that you might not be able to delete. You might not have the system permissions. And also there may be some system ListView is like recently viewed, whether delete and modify options are not available. If you want to modify the columns of the recently viewed ListView, you need to actually go to the Salesforce administrator settings. As a Salesforce administrator, you need to go to the object. You need to go to Search layouts. And in this instance, the List View Layout is the default layout here. And you can see the columns displayed, which we can add and remove. So if I save this, we've got rid of the owner. Going back to the opportunities and refreshing. We can see that the owner column has disappeared. 43. Mass editing with list views: Mass editing with list views. List views are useful when you want to make field updates. So a group of records, this is something you cannot do in reports. Linear ListView, make sure you have displayed the columns you want to update. You can then select multiple records. You've got a box at the top of your list view to here, which you can use to select all records that are displayed on the screen. Notice how many items are selected here. After selecting the records you want to update. You should hover over the column that you want to update. In this case, I want to update stage to qualifying. You'll see a pencil icon. This means that we are allowed to update this field. There are other columns where you might see a lock. This means you cannot update that field. This could be due to system permissions. It could be due to it being a read-only field, or it could be that we need an additional record type filter. This is something we will go through later, but we are good. So update if there is a pencil icon. So here we're against click the pencil icon. And it shows that we can update this field stage from prospecting to something else that qualification. Now I ticked three items. And if I just click Apply here without clicking on this box, only the one selected record or updates or qualification. I need to click on Update three selected items. Click Apply. And then you can see that these records have been updated to qualification. I need to click Save in order to complete the update. And now they are updated. This ListView shows prospective opportunities and these really shouldn't be showing anymore, as you can see from the filters on the right. You may have to refresh your ListView. It's this button here. And when I've clicked on it, you can see that the qualification Opportunities have disappeared. I'm now going to go through a scenario where you might not see a pencil option on a column in order to mass update. Here we have a cases ListView and on the filter, it's all open cases were bringing cases that are only marked as closed equals false. If I want some mass update the status, let's say I select all of these and I hover over. I don't see the pencil option. And the reason why is because in my implementation, I have record types on the cases object. Record types are used when we might want different page layouts and processes. In our implementation here we have both internal and external cases as record types. If we click New, we are given an option of choosing an internal case or an external case. And each one can have different page layouts and pick list values and processes. In our ListView when we have more than one record type, we won't get the option to mass update. In order to do mass of dating, we would have to add a record type filter. So if I add a filter here for case record type and I put equals internal case and save it. Then when I hover over the status column now you can see the pencil is there and I can mess up date. Not being able to update a ListView. When you have multiple record types is a current limitation of Salesforce list views. There are apps available that make it easier for users. So for example, this mass update and mass at it from ListView app by sales for slabs allows you to get round the record type limitation by having some custom functionality installed in order to do mass updates and mass edits in a different way. And also unrelated lists too. This is just one of the options in which we can help users to do mass updates. 44. Introduction to dashboards: Introduction to dashboards. Dashboard is a visual display of information on Salesforce that may be important to you. It's a collection of charts, metrics, or tables all in one screen. It can be used to highlight key metrics and trends. You can get live information on what is happening in your organization and it's possible to display it on yourselves force homepage. Dashboard is made of components where each component is usually based on a report. If you click on View Report on any of these components, it will take you to the report behind that component. The data from that report determines what is shown in the component. Dashboards can be used to display reports that have a common theme, such as sales performance or customer service. You can create multiple dashboards and they are saved in folders, just like Salesforce reports, you can create personal dashboards that are very specific to your particular job. That could be useful, for example, with managing your workload. Or dashboards that are specific to your team. Team dashboards, for example, could be useful for weekly reviews of board meetings. Or we can have dashboards with key organization data that can be useful on the strategic level to see things such as trends over time. In Salesforce, we have a dashboards tab that will take you to the dashboards homepage. It's similar to the reports homepage, where you have on the left sidebar links that will determine what dashboards or folders are displayed in the main area. We've got private dashboards, which are dashboards are already you can see we've got our dashboards that will show you all dashboards, links that you have permissions to access. So different users may see different dashboards and folders due to the permission differences. We've got links to folders such as all folders. This works in a similar way to report folders, where each folder you can specify permissions for. We click into a folder in order to see any sub-folders and dashboards within that folder. There's a drop down by each dashboard where you can view, edit, subscribed, delete, favorite, or move the dashboard if you have the permissions. And we can resize the columns and decide what columns can be displayed using the Settings button. Here we only have one dashboard. If we click on a link that takes us to the dashboard, luck reports, you can search for a dashboard name in the search bar at the top. And also my favorite dashboards. On a saved dashboard, you can have one or multiple components. And these components, we have a VI report link on each one. With each component you can see a bigger version by clicking on the expand button. It gives you an option to download the picture here as well. We've got a number of buttons and links on the top right. Refresh will show you the latest results. You can see now that I've clicked the button, cases have increased from 26 to 27. So this is not live data. We can't refresh the page all the time. So you must remember to click the refresh button to see the latest information of our actions. Here we've got include edit, which takes us to the dashboard builder, which we'll go through in the next video. Subscribe. This lets us schedule the dashboard, refresh, and potentially receive e-mails either daily, weekly, or monthly at a particular time and to other recipients as well. We've got Save As if you want to save a different version of this dashboard or have it go into another folder. We've got new dashboard that also takes us to the report builder and elite. If you have the permissions. 45. Creating and Editing dashboards: Hello. This video is going to go through creating and editing a dashboard. We are going to create a company dashboard and we'll put in information about the sales pipeline and also customer service cases. Here we are on the dashboards homepage. And you can see we have a new dashboard button. Let's click that. And then we are prompted to give our dashboard and name. And we can add a description. And we can choose a folder to save it in. So the default, It's given me as private dashboards, which means only I will be able to see this dashboard. But I can also put it in a folder which will have specific sharing permissions. So if I put it in the cells folder for now and click Create, then I'm taking to the dashboard Canvas screen. I've got the name of the dashboard On the top left here. And you can see, I can use the pencil button if I want to rename this dashboard. Here's the add components button and if we click it, a screen pops up that asks us to select a report. So here you'll see a list of reports. And you've got a left sidebar in which it defaults recent reports, but you can choose private reports, public reports, or reports, or choose a folder. And you can use the search bar here to search for a particular report by keyword. I'm going to select the sales opportunities report. And then you'll get the add components screen. Here there's a preview of your dashboard component. And here you can choose the display type, so it's defaulting to a bar chart. Other display options include vertical chart, a line chart. Donut. The donor is good to see the proportion size of each stage. Metric, which is a particular total taken from the report. Gauge. A gauge can be good to show what's been achieved against the target. In order to end today's targets, you need to scroll down and adjust the options. So for example, here, I can put a few more zeros, click away, and then the gauge changes. And here we can put 5 million and then we see the gauge color change once more. Next we have funnel chart. I think this one is particularly good for sales opportunities. As you can order it by stage, as we can see here, which starts off with prospecting and the top of the funnel and closed one at the bottom of the funnel. So funnels are good to display a process such as a sales pipeline. Next, which we have scatter charts, which usually used for correlation. And then we have a table and lightning table in which we can add, remove, and move columns. And these options are below as well. There are some options grayed out here. We've got stacked horizontal bar chart grayed out and stacked vertical bar chart as well. And that's because in our underlying report, we only have one grouping. These options will be available if you have more than one grouping. Here is the report that the dashboard component is based on sales opportunities. Now we can see is grouped by stage. And it's the only grouping. When we are in our report builder, the groupings are here on the left sidebar stage. If there was more than one grouping, for example, if I moved account name either to the group rows or the group columns. And then save and run this report. Going back to my dashboard. And when I add a new component, selecting sales opportunities, you'll see now that we have the horizontal and vertical stacked bar chart available. If there was no groupings whatsoever, they would be even fewer options available. For example, I have a report here called event attendees. And in this report, you can see on the report rampage and also on the report builder, there are no groupings. So on a dashboard, if I tried to add a component and click event attendees as the report. There's actually only one option currently available to me and that's the table. So when creating a dashboard components, it's preferable to have at least one grouping in your report. Here we are back on the screen where we have chosen the sales opportunities report. And we're on the Add Component screen. We have chosen to display the component as a horizontal bar chart. After you have chosen the display, you should review the options you have below to customize your component further. For example, you might want to customize what's on the y axis or x-axis. Here we have options for stage or account name because these are the two groupings that are available in the report behind this component. We can see we can add another group to the chart, to the x-axis, I only have one option. Some of them mount. If I, for example, wanted to display the number of opportunities rather than the sum of a mountain valley. We need to make sure that row count is turned on. In the reports behind this component. We can decide how to display units. So by default it's on shorter number. But we've got options are just for number, where you'll be able to see the exact figures. We can determine decimal places of values. And we can determine whether we want to sort by stage or by some amount. Ascending or descending. The custom link is we used to add a website address. This will be the page that the user will get taken to when they click on a dashboard component. Otherwise, the component will just link to the report behind the component. We've got a number of groups. So if we drastically reduced this, you can see we only have three bars. And we've got the option of changing the title. It doesn't have to be the same title as the report. And subtitles and fitness are also possible. And finally, we've got two different color themes, dark and light. Once you are satisfied, you can click the Add button and the component displays on your Canvas. You can always go back to edit your component here with the pencil button. This will take you back to the component screen. On the component screen you can resize and move your component. You can then add more components, either based on the same report. So here I'm selecting sales opportunities again, but maybe I want a metric to show me the total. And I'm going to try and do it with a different report timer. On cases. I'm going to select a donut, and this shows the proportion of cases pair organization. Once you've added the components that you want, you can save the dashboard using the Save or Save As link or click Done. And it will give you a prompt to save or discard the changes that you've made. So I'll click Save here, and here's my dashboard R1 page. And if I wanted to make further changes again, I click the Edit button. 46. Dashboard Filters: Dashboard filters. Filters on a dashboard let you see different combinations of data from a single dashboard. For example, on a sales dashboard, if you have different products you might want view is to filter the dashboard data by each individual product. In this example, a sales dashboard. I have three filters on my dashboard, which is a limit to what you can have. Each component is based on an opportunity report. On each of the filters. We have a drop-down in which we can select various options. So here for billing country, I'm going to do equals Scotland. And what you will see is that the data in a dashboard starts to update. And now I see results of data that is filtered only. With billing country equals Scotland. Without dashboard filters, we'd have to create multiple dashboards, each with its own set of filtered reports in order to get the same data. If we go into the reports behind this dashboard. So I've clicked on View Report and I have a look at the filters. We can see here that there is a link filter because of the dashboard. And billing country equals Scotland. If you need to, you can remove this. But now whenever you go back to the dashboard, the filtered view is preserved. So the next time you visit it, you'll see the data in the same view. Billing country equals Scotland. So let's go through how we added those filters on the dashboard. Here is a sales dashboard recreated. And so add the dashboards. We need to be in the edit mode of the dashboard. So I've clicked Edit, and here you'll find a plus Filter button. And this lets you choose a field. So filter by the fields that are available here to you depend on the reports that you have based the components on. In this dashboard. I have a variety of reports from different report types, including cases and activities. As we have many different report types, you may find that certain fields are not available. For example, if I wanted to filter by stage, it doesn't look like the option is there. And that's because we have the cases and tasks report type on this dashboard, which don't have the stage field on it. So we need to remove those components. And now when I click the Filter button, you'll see stage is available. Let's use that one as example. And then it asked me to add filter values. Clicking on this gives me the options to expect from the stage field. And I can add one or more options to define a filter value. So let's say I want to include all of these options as open opportunities and display texts. I can rename that to open. And that's added as a filter Valley. And I can add a novel one foreclosed. I'm going to include closed one and closed lost as one filter value in the dashboard. So it doesn't automatically take whatever filter values are in the pick list fields stage. You have to define them yourself. So we have two definitions here, and you can have up to 50 filter values on a dashboard filter. Click Add. And you can see that the stage filter is added up here. Let's add an opportunity owner filter. I click Add Filter. Look for opportunity owner. And it gives me the options to add filter values against myself. And make sure that the operator is contains Rather than or equal to. Because it might look for my full name. And let's add some other people as well. Fate and Brian. Click Add. And we have our second filter. Let's see how that looks. Click Done and Save. And here we have by far filters. And if I select the stage closed, you can see the values change. And we can add more than one filter or one's going into a report. And the filters, you can see the link filters we've added. 47. Where to get help: Hi, and welcome to this lesson on where to get help with Salesforce. Hopefully, having completed the rest of the course, you have plenty of ideas how cells was can be tailored, adopted, or optimized for your business. In this last section of the course, we will explore ways in which you can get the help you need to ensure the best return on investment from Salesforce. Or if you're wanting to learn more personally where you can go to get the information you need to develop your skills. As we have seen, Celsius is a vast system. It has many different capabilities. There are also a number of add-on products, as we saw at the beginning of the course, choosing the right combination of products and features is essential to ensure you get the best return on investment. You may purchase too much product and not leveraged or the functionality, or you may end up missing a key piece of functionality. You need to get the best possible outcomes of as part of this, that means knowing anything in the product is very hard with such a very platform is really impossible to know absolutely everything in Salesforce. So you may need additional help to achieve a particular project goal or outcome. You may lack knowledge of a certain key feature when Salesforce, or you may just switched to have a quick way of upskilling your existing team. Whatever the case may be, there are plenty of available resources out there. And certainly the last point is true. Can't get the best out of Salesforce without knowing what is possible. Let's now take a look at some of the available resources. This is far from being exhaustive, but hopefully gives you a good indication, is quite likely may have some internal team members dedicated to Salesforce. They may be admins, developers, you mentioned from the course or perhaps business unless so Consultants, be sure to engage them properly. Any changes you estimate, they'll provide valuable insights to help you get the best out of the system. Alongside this, consider what resources Salesforce themselves provide. There's an extensive help and training resource. There's also trail head, which we'll cover in the next lesson. Success and advisory services. Depending on your entitlement to Salesforce, you may wish to explore some of these. For example, if you purchase premium success, you'll be entitled to accelerate is learning from the experiences of others is really useful. So be sure to explore what options you have available if you don't have an internal team, enhance contractions Hartman from Salesforce, Orpheus wish to augment the above consultancies can be invaluable. The counterparts significant specialised knowledge and expertise, and they often specialize in certain vertical sectors, such as finance. If you are interested in funding a consultancy firm, be sure to consider what you need and carefully undertake selection. There are plenty of options out there, so be sure to find the right one for you. Google and search engines in general are your friend. You will find a plethora of resources out there. We've helped you learn from the experience of others what are called the DIY path is nothing wrong with this. Everyone uses Google to find information on Salesforce, but be sure to make sure that you're looking at up to date and relevant information. Avoid going down about a tall. Alongside this, blogs in each videos can be invaluable to a good insights in industry experts gain an idea of what to do, how things can be done, and also the latest and greatest features as we Google, be sure to make sure the information you are looking at is up to date. It's all too easy to find resources that were recorded 10 years ago. In terms of blogs, consider how up to date the blog is, what the content is, and if it is suiting your particular needs. For example, eyeing herself her blog as FTC penguins.com, where I tend to focus on knowledge sharing and how to articles. If you wish to check that out, be an absolute pleasure to see you there. As we covered earlier in the course, the app exchange is also incredibly powerful resource. You can find third-party products, components and add-ons, as well as consultancy firms. Be sure to check out reviews and see if the product, solution or consultancy look like the right fit for you. If you are wishing to immerse yourself more than the community. And communities are very important thing of itself. So be sure to check out user groups. These are talks which are organized under tended by Salesforce evangelists, people who live in brief Salesforce alongside this often find events and webinars sometimes organized by Salesforce, sometimes by the community. This can be another useful way of keeping up to date with information and also seeing what others out there are doing. As before, the platform is vast. Learning from the experiences of others. Successes and pain points can help ensure you avoid the same mistakes. It also increases the likelihood of success in your own implementation. You may wish to have temporary help, in which case contractors could be a good route as well. There are a number of individuals who work on a contract basis and they can help provide temporary skills to upskill your team, law provider to find service. As with the consultancy firms, will be sure to have a clear idea of what you're trying to achieve. This will help you select any third party resources while the contract is 0 consultancies, and also ensure that both parties are clear with what is trying to be achieved. If you're unsure what to look for in a contractor or an employee for that matter, be sure to check out the recruitment agencies that specialize in Salesforce. There are a number of them across the world. These will help ensure you get vetted, qualified candidates. They'll take into account, for example, Salesforce certifications, as well as prior experience. And lastly, the key things bear in mind here is the movie put in, the more you get out. Hopefully you've seen from this course and in the next few lessons as well, the more you invest in to implementation, the more you explore the features that are available, the better the outcome will be for your business. That's because there's so much that can be achieved within Salesforce. So not spending the time looking into it is a false economy in the long run. In summary, salesforce is a vast system and as such, there's no harm in asking for help or exploring the resources available to help you get the best out of it. As we've just seen, there's a wide array of resources available. Some are free, such as blogs and Google are those are paid such as consultancy firms or the enhanced and parchments of cells was counterpart such as primitive success. Consider what your business needs. Every business is different. You have different stakeholders internally and different expertise and aspirations. Bear this in mind when you decide what the best options are for you. In the next lesson, we'll take a look at one of the key resources available to help you as an individual grow new Salesforce journey, that being Trailhead, see you in a moment. 48. Learn Salesforce with Trailhead: Hi, and welcome to this lesson on Salesforce Trailhead. In the next few lessons, we should look at the trailblazer community and events meet-ups. Before we do this though, Let's take a look at Trailhead, one the greatest free resources available to learn Salesforce. In this lesson, which should give you a brief overview of what Trailhead is and how you may seek to use it. Bear in mind, of course, that trail head is not the only resource available to you. For example, there are blogs, videos on YouTube, and courses such as this one. Choose the resource which is the best suited for your use case on individual learning style. However, there is no doubt that childhood is a very useful resource. So we hope you'll find this session useful as well. Tracks as Trailhead. Let's search for it on Google. And we'll click on this link here, which takes us to Trailhead dot salesforce.com. As you can see, Trailhead is a free resource designed to allow anyone to learn salesforce, whether that be from a technical perspective or an end-user, the training resources good to see different use cases and needs. As you scroll down the page, we can see there's the ability to learn by mobile apps. There's also different career paths you can follow as well should you wish to specialize in Salesforce for your personal career. Content is avoidance different modules as well. So you can pick and choose what you want to learn. And these encode various different topics. Cells was also has a number of credentials you can learn to validate your knowledge. So if you're seeking to develop a career in Salesforce, we should look at this and understand what certifications are payable inquiry that are super batches on Trailhead, which we'll come back to you in a moment, then backup to the top of the page. We can see you can learn different trails. So following guided paths, fellow users can create custom trails called trial mixes. You can pick individual modules as well projects. You can also look at on-demand videos on trial had life as well. So if I click on this one, for example, we can see as live sessions being done such as preparing for the advanced Administrators Certification change management. We can see a number of features recordings which were made and as you can see as a lacI can learn on this platform. So depending on what your use case is, learn more from a business user's perspective or technical perspective. As I mentioned a short while ago, there was sift patches. These apply it practically test your skills against given scenarios. We've got one for Business Administration, learning experience, security, and, and so on. Upon completion, you unlocked badge for your profile. This is a good way of validating a practical skills on the platform. Certifications, on the other hand, earn few proctored examination via a webcam or conducting a test center. Normally, these certifications helped to test a Salesforce professionals knowledge on a particular topic, then when many to choose from. So you can see we have pathways for administrators, architects, developers, markets is an consultants. Each of these certifications to help signpost your learning in a given topic. However, Bandmann certifications must be maintained and kept up to date to ensure you're familiar with the latest Salesforce speeches. As a platform grows, the number of certifications available also continues to increase if you're seeking a career in sales force. Therefore, be sure to review what certifications are available and consider what a wish you wish to specialize in Bearman and PLOS ONE, both experience and certifications normally. So be sure to follow trial had modules and spend as much time on the platform itself as possible. And these other tabs, we can see this content later to community events and also other features. Well to help cultivate learning you've in your business such as my Trailhead. This is a paid add-on for Salesforce, which allows you to actually leverage Trailhead functionality within your specific business. So if you're looking at engagement strategies, this can be worth considering. Okay, let's look at one simple example of just trying to find at least sources to help us solve particular problem. Let's say once learn how to create report in Salesforce. To do so, we can go to the search bar on top of the page and search how to write a report and Salesforce. And we have a number of predefined results. You can see a common search terms how to create reports. Let's click on that straight line. We've got a number of results to help us with this. We also have filters if you wanted to use them to control the type of audiences relates to. So admins, whether you're a beginner and advanced the products in lengths two and so on. Let's say wants to look at the Quickstart reports and dashboards, become a small project last about 15 minutes and associated Craig single port for opportunities, configuring the report and a dashboard. As you can see, Trailhead provides instructions and contents and if you signed in, you can actually undertake some activities as well. And very quickly going to click Signup. I'm going to login. We can choose which products you wish to sign in with. I want signed in. You can see your details, the top of the page, number, badges, and points you have. As you scroll down back to the bottom of the page. If everybody completes this in the past, we can actually take this. And you can actually then work through this particular scenario in your own playground. These Trailhead playgrounds allow you to complete these exercises safely without impacting any other cells for system. Once you're done, you can verify step. In summary, trail head is a free learning platform provided by Salesforce to help you learn about Salesforce. Content is structured but covers a wide variety of topics. You can follow a guided path or you can select which modules you wish to learn. In either event, Trailhead provides the tools to help you learn about Salesforce. To use trail heads, he must first register an account on Trailhead or salesforce.com. I want you done so explore the content, find what is relevant and of interest to you and start learning. As I mentioned at the start, is less than no. Permanent trail head is not the only resource available to help you learn Salesforce. The yourselves who's helped them training, implementation guides, training courses, including training courses divided by sales force themselves to name but a few. However, be sure to choose the resource that helps you fulfill your goals. In the next lesson, we'll take a look at the trailblazer community, which is another invaluable resource provided by Salesforce and help you learn from the rest of the Salesforce community. 49. Trailblazer Community: Hello. In this video, we are going to look at the trailblazer community and how you can get involved. The trailblazer community is for you to connect with people who are using and learning Salesforce to these people are called Trailblazers. The trailblazer community is a place where you can ask others questions or start a conversation. You can also help fellow Trailblazers by sharing your experience and knowledge. You can find groups based on location, role, or interest. You can explore content on Salesforce related topics, and you can find in-person and virtual events arranged both by Salesforce and the community. You can find the trailblazer community within Trailhead. Go to Trailhead, show head dot salesforce.com, and go to the Community tab. Here you'll find a number of Trailhead community links. You will need to login to your Salesforce account to ask questions, message others, join groups and events. You can use the count you signed up for it to get your developer additional Salesforce. Let's have a look at the community feed. Here you can connect with fellow trailblazers, those who are learning Salesforce. You can ask questions if you're stuck and start conversations if you're looking for ideas. You can also help others by responding to questions. Clicking on someone Geisinger, profile, waken message, or follow their posts. Let's have a look at the trailblazer community groups. You can join groups based on location roles, all interests. There's a search functionality on the site, and there are public and private groups. With public groups, you can see the discussion when you click on the page. With private grips, you can ask to join, but she won't see the content until you are approved to join. On a great page, you'll find information about the group, which may include links and also files and photos, as well as the members and group leadership. I'll show you the search functionality. If I go back to groups. I'm based in London, so I can search for London. And, and then results for London will start displaying. And you can see our London has quite as vibrant Salesforce community. You can also search by sector, such as non-profit. We've ended trailblazer community. You can also explore topics. You can tag your questions and discussions of topics in order to reach the right people in the community using a hashtag. For example, if I search for automation, I can see that it's a particular topic. And if I click on the topic, I can see conversations related to it. Let's explore the events section. There are events where you can meet up in person or online. There are events organized by Salesforce themselves and those organized by the community. I've personally found London admin meetups very fun and useful, as well as being an engaging way to learn more about Salesforce. The events I have been to have been quite informal. There are talks on a variety of Salesforce related topics. They usually provide food and drink as well. And there's a great opportunity to network. You can search for a city to find the meetings near you. You may want to look out when Salesforce do a tour of your city. There are big annual event is Dreamforce, which brings together the global community in San Francisco for learning, fun, community building, and philanthropy. In summary, we highly recommend you check out the trailblazer community if we're going to get involved with cells for small, Salesforce's widely used around the world in many different sectors. The trailblazer community is a place where you can get answers to your sales force questions, join groups, connect with people and find events. I think we are very lucky to have such helpful community of people who are happy to help others. There are many active members who find it very rewarding, helping others in their sales force journey.