NOT A STAND ALONE STUDY GUIDE. This book is designed to accompany the Salesforce Certified Service Consultant Exam Preparation class offered by Stony Point. A student in this class will learn how to be a Salesforce Service Cloud Consultant. This book should only be purchased by students who will be attending class. The class is delivered by a senior instructor with many years of real world consulting experience and is specifically designed to prepare consultants to pass the Salesforce Certified Service Consultant Exam. The instructor will cover all the key customer service concepts within Salesforce in addition to sharing real world experiences and best practices. The class presents a broad range of topics cover just about everything on which a student will be tested. These topics include but are not limited to: Software Development Lifecycles, project management strategies, the Force.com architecture, the model, view, controller design pattern, and typical customer service and call center goals. There is in depth coverage of system security topics such as: Users, Licenses, Profiles, Field Level Security, Permission Sets, Delegated Administration, Record Security, Organization Wide Defaults, Role Hierarchy & Roles, Sharing Rules, Account Teams, Case Teams, & Queues. The object model related to customer service automation is thoroughly covered as well with sections on: Accounts, Contacts & Person Accounts, Cases, Assets, Solutions, Entitlements & Milestones, Knowledge, and Chatter. Finally, topics concerning Service Cloud Console, CTI, IVR, WFM, portals, integration, success metrics, analytics and best practices will be explored. As a participant in the class, each student will be given a practice learning environment to use during hands-on exercises during the class. The student will be able to use this learning environment indefinitely after the class without any additional fee. Stony Point is a leading provider of Salesforce training for sales people, customer service personnel, marketers, system administrators, developers and consultants. Stony Point delivers public and private classes virtually and in-person at locations throughout the world. Please visit www.stonyp.com for more information on the classes and services offered.

This book is designed to accompany the Introduction to Salesforce for Sales (SPSA-101) class offered by Stony Point. The online class is delivered by a live instructor and is specifically designed to teach sales people the basics of Salesforce. The instructor will focus on the key features a sales person can use to immediately become effective with Salesforce. A student in the class will learn how to manage leads, accounts, contacts and opportunities. In addition, the instructor will show students the basics of activity management and how to utilize Salesforce to effectively review and plan your day. Finally, the student will learn how to use list views and run reports. Each student will be given a practice learning environment to participate in hands-on exercises during the class. The student will be able to use that learning environment indefinitely after the class without any additional fee. Stony Point is the premier provider of Salesforce training for sales people, customer service representatives, marketers, administrators, developers and consultants. With instructors throughout the world, Stony Point is the largest training partner of the salesforce.com Worldwide Training & Education department. Stony Point instructors teach more Salesforce and Force.com technical classes worldwide than any company besides salesforce.com itself. To learn more about Stony Point, the Salesforce classes offered by Stony Point, or the custom training programs that Stony Point develops, visit http: //www.stonyp.com.

This book is designed to accompany the Introduction to Salesforce Analytics - Building Reports and Dashboards class offered by Stony Point. A person reading this book or a student in this class will to build reports and dashboards utilizing basic and advanced concepts . Although the book is designed as a supplement to the class, it contains valuable exercises that will be useful for someone wishing to learn on their own. This online, five hour class is delivered by a live instructor and is specifically designed to teach administrators, business analysts or report writers how to utilize the basic and advanced analytic capabilities of Salesforce. A student in this class or reading this workbook will learn the basic Salesforce object model, and how to create and secure reports and dashboards. The instructor will lead students through exercises to create tabular, summary, matrix and join reports. Students will learn advanced reporting functionality such as charting, report summary fields, bucket fields, conditional highlighting, advanced report filters and building custom report types. Finally, the student will learn how to create and run dashboards and schedule and email reports and dashboards. Each student will be given a practice learning environment to participate in hands-on exercises during the class. The student will be able to use that learning environment indefinitely after the class without any additional fee. Stony Point is a leading provider of Salesforce training for sales people, customer service personnel, marketers, system administrators, developers and consultants. Stony Point delivers public and private classes virtually and in-person at locations throughout the world. Please visit www.stonyp.com for more information on the classes and services offered.

This book is designed to accompany the Introduction to Salesforce for Marketing (SPMA-101) class offered by Stony Point. The class is delivered by a live instructor and is specifically designed to teach marketing people the basics of Salesforce. The instructor will focus on the key features a marketer can use to immediately become effective with Salesforce. A student in this class or reading this book will learn how to manage leads and campaigns. In addition, the instructor and book will teach students how to use the lead import wizard to manage large campaigns. Finally, the student will learn how to use and create list views and reports. Each student in the class will be given a practice learning environment to participate in hands-on exercises during the class. The student will be able to use that learning environment indefinitely after the class without any additional fee. Marketers with little or no experience with Salesforce or those wanting a refresher on how to effectively manage leads and campaigns within Salesforce. will benefit from the material in the class and in this workbook.

NOT A STAND ALONE STUDY GUIDE. This book is designed to accompany the Salesforce Certified Sales Consultant Exam Preparation class offered by Stony Point. A student in this class will learn how to be a Salesforce Sales Cloud Consultant. This book should only be purchased by students who will be attending class. This in person, three day class is delivered by a senior instructor with many years of real world consulting experience and is specifically designed to prepare consultants to pass the Salesforce Certified Consultant Exam. The instructor will cover all the key sales automation concepts within Salesforce in addition to sharing real world experiences and best practices. This book and the class present a broad range of topics cover just about everything on which a student will be tested. These topics include but are not limited to: Software Development Lifecycles, project management strategies, the Force.com architecture, the model, view, controller design pattern, and typical salesforce automation goals. There is in depth coverage of system security topics such as: Users, Licenses, Profiles, Field Level Security, Permission Sets, Delegated Administration, Record Security, Organization Wide Defaults, Role Hierarchy & Roles, Sharing Rules, Account Teams, Sales Teams, Territory Management & Queues. The object model related to sales force automation is thoroughly covered as well with sections on: Accounts, Contacts & Person Accounts, Opportunities, Products & Price Books, Quotes, Forecasting, Assets, Contracts, Leads and Campaigns. Finally, topics concerning integration, success metrics, analytics and best practices will be explored. As a participant in the class, each student will be given a practice learning environment to use during hands-on exercises during the class. The student will be able to use this learning environment indefinitely after the class without any additional fee. Stony Point is a leading provider of Salesforce training for sales people, customer service personnel, marketers, system administrators, developers and consultants. Stony Point delivers public and private classes virtually and in-person at locations throughout the world. Please visit www.stonyp.com for more information on the classes and services offered.