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      Salesforce.com^® For Dummies^®, 6th Edition

      Published by: John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030-5774, www.wiley.com

      Copyright © 2016 by John Wiley & Sons, Inc., Hoboken, New Jersey

      Published simultaneously in Canada

      No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without the prior written permission of the Publisher. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, or online at http://www.wiley.com/go/permissions.

      Trademarks: Wiley, For Dummies, the Dummies Man logo, Dummies.com, Making Everything Easier, and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc., and may not be used without written permission. Salesforce.com is a registered trademark of Salesforce.com, Inc. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc., is not associated with any product or vendor mentioned in this book.

      LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: WHILE THE PUBLISHER AND AUTHOR HAVE USED THEIR BEST EFFORTS IN PREPARING THIS BOOK, THEY MAKE NO REPRESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF THE CONTENTS OF THIS BOOK AND SPECIFICALLY DISCLAIM ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. NO WARRANTY MAY BE CREATED OR EXTENDED BY SALES REPRESENTATIVES OR WRITTEN SALES MATERIALS. THE ADVICE AND STRATEGIES CONTAINED HEREIN MAY NOT BE SUITABLE FOR YOUR SITUATION. YOU SHOULD CONSULT WITH A PROFESSIONAL WHERE APPROPRIATE. NEITHER THE PUBLISHER NOR THE AUTHOR SHALL BE LIABLE FOR DAMAGES ARISING HEREFROM.

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      Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

      Library of Congress Control Number: 2016935333

      ISBN 978-1-119-23931-4 (pbk); ISBN 978-1-119-23932-1 (ebk); ISBN 978-1-119-23933-8 (ebk)

      Introduction

      S alesforce.com For Dummies, 6th Edition, is for users of Salesforce, including those users who have the Unlimited, Enterprise, or Professional Edition. It’s for Salesforce users who want to quickly know how to use this web-based application, running “in the cloud” – also known as Software-as-a-Service (SaaS) – for sales, marketing, and customer service.

      Don’t use this book to find out how Salesforce works. Use this book to find out how you can manage your customers and your teams and close more business by using Salesforce:

      We show you everything you need to know to manage the life cycle of your customer relationships in Salesforce, from qualifying leads to closing opportunities to handling service agent inquiries. Along the way, we share a laugh or two. And this book can expose you to useful features and functionality that you might not have even known existed!

       Note: Not all portions of this book necessarily apply to your edition of Salesforce. Different editions have varying degrees of features and functionality. We make sure to point out the differences where relevant.

      This book has been revised to reflect the latest Salesforce.com product and feature offerings as of the Spring 2016 release. Salesforce is an Internet-based service where new releases occur simultaneously for all customers, about three times a year, without your having to lift a finger (okay, except to just log in). Because of this model, Salesforce.com can release new versions of its product faster than many traditional software vendors – and faster than we can write! We did our best to update this book to the current version of the product, but please bear in mind that new versions of Salesforce are always in the works.

      Keep in mind that references to the product use the word Salesforce, and references to the company that makes the family of products, or the family of products as a whole, use the term Salesforce.com. That’s a tiny detail, but we didn’t want you to think our eagle eyes had glossed over it!

      Finally, within this book, you may note that some web addresses break across two lines of text. If you’re reading this book in print and want to visit one of these web pages, simply key in the web address exactly as it’s noted in the text, pretending as though the line break doesn’t exist. If you’re reading this as an e-book, you’ve got it easy – just click the web address to be taken directly to the web page.

      Please forgive us, but we make one or two foolish assumptions about you, the reader. We assume the following: