Lecture 2 – Getting Started with

Salesforce
 Introduction
• Once upon a time, in the 1990s and earlier, businesses ran their operations
using on-premises software.
• These operations included managing customers and their interactions with
sales, customer services and marketing departments.
• ‘On-premises’ meant that the servers that ran this software were within the
physical infrastructure of the business.
• Having servers onsite meant huge maintenance and upkeep costs (millions),
and long deployment times (months) for the smallest of changes.
• In 1999, Marc Benioff and his co-founders started Salesforce.com.
• The idea was to make software easier to purchase, simpler to use and more
democratic, without the complexities of installation, maintenance, and
constant upgrades.
• Salesforce was at the forefront of Software as a Service (SaaS) and cloud
computing.
 Introduction
• In 2022, Salesforce reported $21.25 billion in total revenue in
FY 2021.
• It is constantly expanding the platform and acquiring new
companies.
• This growth has led to the Salesforce Economy, in which
Salesforce projects will have created 9.3 million jobs by 2026.
• Salesforce started off as a CRM tool then morphed into a
powerful business platform with various clouds, including
Sales Cloud, Service Cloud, Marketing Cloud, Analytics Cloud,
Experience Cloud and many more.
• We will focus mainly on Sales Cloud and Service Cloud.
 What is Salesforce CRM?
• Salesforce CRM involves all interactions with an organization’s
constituents.
• This includes prospecting, the sales process, retention, marketing
efforts, and customer service.
• Out-of-the-box CRM functionality is a core aspect of Salesforce that is
provided when you sign up for the platform.
• There are various editions of the core CRM product, each providing
different features and per-user price points:
• Salesforce Essentials: A small-business CRM for up to 10 users
• Salesforce Professional: A complete CRM for any size team
• Salesforce Enterprise: A deeply customizable sales CRM for your
business
• Salesforce Unlimited: Unlimited CRM power and support
 What is Salesforce CRM?
• Salesforce uses the concept of different clouds to bring
together specific features.
• For example, all of the core features of running a sales
operation, such as lead and opportunity management, are
included in Sales Cloud.
• Features such as advanced customer service, Cases (Sales Cloud
includes a basic version of Cases), and knowledge bases fall
under Service Cloud.
• There are also other clouds, such as Marketing Cloud, Analytics
Cloud, and so on.
• The four editions in the preceding list focus on Sales Cloud
and/or Service Cloud.
 What is Salesforce CRM?
• There is also a developer edition.
• The developer edition is one of the most valuable training tools when
starting to learn how to use Salesforce, especially if you don’t have
access to a Salesforce environment of your own to practice what you
are learning.
• Developer edition orgs are free, full-featured enterprise orgs with less
storage and a limit of two licenses.
• These orgs are made for you to try out and develop features in an
environment that is not directly tied to a paid production org.
• You can sign up for unlimited developer orgs.
• (We will use the terms environment, org, and instance interchangeably)
• Go to https://developer.salesforce.com/signup and sign up for your own
developer edition.
 Differentiating Salesforce Classic and
Lightning
• Over the years, Salesforce has had a few UI makeovers to keep up with the latest
trends in usability and design.
• The latest, and by far the biggest, UI change Salesforce has carried out is the
introduction of Salesforce Lightning in 2015.
• This was a fundamental change to the look and feel that Salesforce users were
used to and brought with it many new features that are only available on
Lightning.
• Some of these features include the following:
• A modern UI
• The Lightning Component framework, which allows developers to build
responsive applications for any device with less effort
• Many organizations that have used Salesforce for a long time either plan to
migrate, or have already migrated, to Lightning.
• When Lightning was released, the older Salesforce UI was renamed Salesforce
Classic to differentiate between the two.
 Navigating Salesforce
• Once you get access to your development org, it’s time to log in.
• To log in to Salesforce, you need to go to https://login.salesforce.com/. This is
important, as we’ll see later when we discuss sandboxes, as you have to go to
https://test.salesforce.com/ to log in to a sandbox (A sandbox is a copy of your
organization in a separate environment that you can use for a variety of purposes,
such as testing and training).
• Your Salesforce username has to be in the format of an email, but not an actual
email address.
• This is a key point since you may have access to multiple Salesforce orgs and the
username has to be unique.
• So, when you set up your account, there is a requirement for an email address as
well, which does have to be a real email address since you will receive a verification
confirmation for the first-time login.
• The username can be anything that takes the form of an email: so, for instance,
author’s email might be [email protected], but author’s username could be
[email protected].
 Navigating Salesforce
• Once you log in, you will notice all of the tabs at the top of the page:

• These tabs will help you navigate to the various objects in Salesforce.
• Objects can be considered as buckets of information or tables in a database.
• For example, the Account object holds the various account records, the Contact object holds
the various contact records, and so on.
• You will also see tabs for things such as reports, dashboards, and Chatter.
• So, tabs are a mix of objects and items you may want to easily access.
 App Launcher
• Apps are a collection of tabs that can be customized.
• Changing the apps will change the tabs you see in your
navigation.
• Some good examples of things you will see when you click on
this tile are the Sales and Marketing apps.
• The Sales app has tabs such as Leads, Contacts,
Opportunities, and others that are used for the sales process.
• On the upper left-hand side of the page, you will notice a few
tiles under the cloud icon.
• These tiles take you to App Launcher, where you can access
various apps in your Salesforce instance:
 App Launcher

• The Marketing app has these same tabs, along with the Campaign tab, which is heavily used in marketing.
• You will also see All Items, which shows you all the objects in case you need to access one of them and it is not a part
of the specific app you have chosen.
 Exploring search options
• At the top of the page, you will notice the global
search bar.
• This allows you to enter any search term and
returns any objects where that term is included.
• In the following example, the author searched
• for “grand hotels”.
• Notice that Salesforce returns the Accounts,
Opportunities, and Contacts where this term is
present:
Exploring search options
 Exploring search options
• Once you have looked at the top results, you can narrow the search down to a specific object and refine the search further, if
needed:

• In the preceding example, we narrowed the search down to the Opportunity object and further refined the search by setting
the Stage filter under Opportunities to Closed Won.
 Using list views
• List views are one of the most useful tools available
to Salesforce end users.
• They allow you to sort, prioritize, and analyze
records that are important to you within a given
object using filter criteria.
• You will notice that whenever you click on a tab that
is connected to an object, you will always land on a
default view called Recently Viewed.
• This view shows any records you have recently
worked on:
Using list views
 Using list views
• You can also use the pinning option to change
the default view from Recently Viewed to any
other view you choose to be the default.
• You can create as many list views as you need
to help facilitate your work as long as you have
the required permissions.
• For example, let’s say you are an account
manager and you only work with accounts in
California.
 Using list views
• Steps:
• 1. Click on New to create a new list view:
 Using list views
• 2. On the next screen, enter the list view name,
California Accounts. The API name is the name
used for development/coding purposes; this
name is automatically set based on your list view
name. As you will notice, the API name cannot
have any spaces, so underscores are automatically
entered instead.
• 3. Here, you can also set the sharing settings for
this list view. The view can be private, shared with
all users, or shared with a subset of users:
Using list views
 Using list views
• Next, you can choose your filters. You can filter by
the accounts you own or all accounts, and you can
add multiple filters.
• For our example, we want any account where the
billing state or the shipping state is CA.
• The filter logic allows you to set the AND/OR logic.
• In this case, we set it to 1 OR 2 since we want any
records with the billing or the shipping state set to
CA as shown in the following screenshot:
Using list views