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Mastering Salesforce CRM Administration

Book Description

Learn about the Advanced Administration Certification Examination and build a successful career in Salesforce administration

About This Book

  • Build your skills and knowledge to crack the Advanced Admin Certification Examination
  • Leverage the advanced administration capabilities of Salesforce and Salesforce1
  • Optimize and extend Sales Cloud and Service Cloud applications

Who This Book Is For

This book is written for Salesforce admins who are looking to gain an in-depth knowledge of the Salesforce platform and grow their value in their organization. It will teach them to implement and design advanced business process automation for the benefit of their organization.

What You Will Learn

  • Adopt Lightning Experience to improve the productivity of your organization’s sales team
  • Create and maintain service entitlements and entitlement processes
  • Process Builder basic and advanced concepts
  • Different ways to deploy applications between environments
  • Best practices for improving and enriching data quality

In Detail

The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects.

From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization’s Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce.

Style and approach

The book takes a straightforward, no-nonsense approach to working with the Salesforce CRM platform. It is filled with examples, advanced use cases, and all the resources you need to be a Salesforce Jedi.

Downloading the example code for this book. You can download the example code files for all Packt books you have purchased from your account at http://www.PacktPub.com. If you purchased this book elsewhere, you can visit http://www.PacktPub.com/support and register to have the code file.

Table of Contents

  1. Mastering Salesforce CRM Administration
    1. Mastering Salesforce CRM Administration
    2. Credits
    3. Foreword
    4. About the Author
    5. About the Reviewers
    6. www.PacktPub.com
      1. Why subscribe?
    7. Customer Feedback
    8. Preface
      1. What this book covers
      2. What you need for this book
      3. Who this book is for
      4. Conventions
      5. Reader feedback
      6. Customer support
        1. Errata
        2. Piracy
        3. Questions
    9. 1. A Deep Dive into the Salesforce Lightning Experience
      1. Getting started with Lightning Experience
      2. Salesforce Lightning Editions
        1. Sales Cloud Lightning Editions
        2. Service Cloud Lightning Editions
      3. Creating a Salesforce developer account
      4. Enabling the Lightning Experience for users
        1. Granting permission to users through Profiles
        2. Granting permission to users through permission sets
        3. Switching between Lightning Experience and Salesforce Classic
      5. The Lightning Experience for end users
        1. The Lightning Experience navigation menu
        2. The App Launcher in Lightning
        3. The Home page
        4. Global search
      6. Types of objects and fields in Salesforce
        1. Standard objects
        2. Custom objects
        3. Difference between standard and custom objects
        4. External objects
        5. Standard fields
        6. Custom fields
      7. Types of relationship in Salesforce
        1. Master-detail relationship
        2. Lookup relationship
        3. Difference between master-detail and lookup relationships
        4. Self-relationship
        5. External lookup relationship
        6. Indirect lookup relationship
        7. Many-to-many relationship
        8. Hierarchical relationship
      8. A few points to remember
      9. Test your knowledge
      10. Summary
    10. 2. Security Settings in Salesforce
      1. Company Information setup
        1. Viewing the licenses
        2. Setting up multiple currencies
          1. Enabling a single currency
          2. Adding a new currency
          3. Changing corporate currency
          4. Updating multi currency value
          5. Effects of enabling multi currency
      2. The fiscal year and its customization
        1. Standard fiscal year
        2. Custom fiscal year
      3. Secure organization data using OWD
        1. Setting up OWD
        2. OWD access for objects
      4. Role hierarchy
      5. Sharing rule
        1. Criteria-based sharing rule
        2. Manual sharing
        3. Apex managed sharing
        4. Defer sharing calculations
      6. Profiles
        1. Different types of profiles
      7. Permission sets
        1. Settings available under permission sets
        2. Creating a  permission set
      8. Field-level security
        1. From an object field
        2. Through profile
        3. Field accessibility
      9. Viewing Setup and Audit Trail
        1. Audit Trail key concepts
      10. A few points to remember
      11. Test your knowledge
      12. Summary
    11. 3. Territory Management
      1. Introduction to Territory Management
      2. Difference between role hierarchy and territory hierarchy
      3. Difference between Territory Management and Enterprise Territory Management
      4. Enterprise Territory Management key concepts
      5. Configuring Enterprise Territory Management
        1. Enabling Enterprise Territory Management
        2. Building a territory model
          1. Creating territory types
          2. Creating a territory model record
          3. Defining the territory hierarchy
          4. Creating a territory account assignments rule
            1. Assignment rules to assign accounts to territories
            2. Manually assigning accounts to a territory
            3. Manually assigning an account to one or more territories
            4. Assigning users to territories
        3. Using Chatter to collaborate with territory models
        4. Activating a territory model
        5. Running the Opportunity Territory Assignment filter
        6. Manually excluding an opportunity from filter-based territory assignment
      6. A few points to remember
      7. Test your knowledge
      8. Summary
    12. 4. Extending Salesforce with Custom Objects and Applications
      1. Creating custom objects
      2. Creating custom fields
      3. Creating custom tabs
      4. Creating Lightning apps
      5. Creating Lightning record pages
      6. Improving the data quality
        1. Preventing duplicate records with Duplicate Management
          1. Creating matching rule
          2. Creating a duplicate rule
      7. A few points to remember
      8. Test your knowledge
      9. Summary
    13. 5. Getting More Value from Sales Cloud
      1. Campaign management
        1. Steps to executing an outstanding marketing campaign
        2. Creating a new campaign
      2. Lead management
        1. Creating a new lead
        2. Converting a lead
      3. Account management
        1. Creating a new business account
      4. Contact management
        1. Understanding account and contact relationships
          1. Contact to multiple accounts
      5. Managing product and price books
        1. Creating a product
        2. Adding standard price to a product
        3. Creating a price book
        4. Associating a product with a price book
      6. Opportunity management
        1. Opportunity - standard fields
        2. Creating a new opportunity
        3. Adding products to an opportunity
        4. Establishing schedules on opportunity products
          1. Enabling product schedules
          2. Inserting opportunity product schedules
      7. Quote management
        1. Quote-to-cash life cycle
        2. Enabling quotes
        3. Creating a new quote
        4. Generating a quote PDF
        5. E-mail quotation to customer
        6. Syncing a quote with an opportunity
      8. Collaborative forecasts
        1. Enabling collaborative forecasts
        2. Enabling a forecasts type
        3. Defining collaborative forecasts date range
        4. Enabling collaborative forecasts users
        5. Understanding the collaborative forecasts hierarchy
        6. Enabling adjustments
        7. Enabling quotas
      9. A few points to remember
      10. Test your knowledge
      11. Summary
    14. 6. Increasing Service Agent Productivity by Using Service Cloud
      1. Case management
        1. Best practices to streamline customer support
        2. Creating a new case
        3. Email-to-Case
      2. Escalation rule
        1. Mentoring case escalations
      3. Entitlement management
        1. Choosing a correct entitlement model
        2. Setting up an entitlement process
          1. Creating a milestone
          2. Creating an entitlement process
          3. Adding a milestone to an entitlement process
          4. Adding a milestone action to an entitlement process
          5. Activating an entitlement process
        3. Applying your entitlement process to an entitlement
      4. Knowledge management
        1. Creating an article type
        2. Enabling Salesforce Knowledge
        3. Granting Salesforce Knowledge license to users
        4. Configuring Data Categories
          1. Adding categories to a data category group
          2. Controlling data categories visibility
      5. Live agent
      6. A few points to remember
      7. Test your knowledge
      8. Summary
    15. 7. Optimizing Business Processes with Visual Workflow and Approval Processes
      1. Business problems
        1. Business use case 1
          1. Solution 1 - Using a Visualforce Page, Apex class, and Force.com site
          2. Solution 2 - Using a Visual Workflow, Visualforce Page, and Force.com site
        2. Business use case 2
          1. Solution 1 - Using an Apex trigger
          2. Solution 2 - Using a Visual Workflow and Process Builder
      2. Benefits of Visual Workflow
      3. Overview of the Visual Workflow life cycle
      4. Overview of Cloud Flow Designer
      5. Overview of Visual Workflow building blocks
        1. Flow elements
        2. Flow resources
        3. Flow connectors
      6. Creating a calculator to display the summation of two numbers
        1. Connecting the flow elements
        2. Activating a version of a flow
      7. Approval process
        1. Wizard to create an approval process
        2. Creating a new approval process
          1. Final approval actions
          2. Initial submission actions
          3. Adding initial submission actions
            1. Approval step 1
            2. Approval step 2
          4. Activating an approval process
      8. A few points to remember
      9. Summary
    16. 8. Automating Complex Business Processes
      1. Process Builder overview
        1. Business problems
          1. Business use case
            1. Solution 1 - using an Apex trigger
            2. Solution 2 - using an Apex trigger
        2. Overview of Process Builder user interface
        3. Actions available in Process Builder
      2. Difference between Process Builder and other tools
      3. Creating applications with Process Builder
        1. Hands on 1 - auto creating a child record
          1. Creating a process
          2. Adding evaluation criteria
          3. Adding process criteria
          4. Adding an action to a process
          5. Activating a process
          6. Deactivating a process
          7. Deleting a process
        2. Hands on 2 - auto-updating child records
        3. Hands on 3 - posting message to Chatter group
        4. Hands on 4 - auto submitting record into approval process
      4. Time-dependent actions from Process Builder
        1. Steps to check time-dependent action queue for Process Builder
      5. A few points to remember
      6. Summary
    17. 9. Analyzing Productivity with Reports and Dashboards
      1. Understanding report types
        1. Standard report types
        2. Custom report types
          1. Creating a custom report type
          2. Adding fields related via Lookup
      2. Different types of report formats
        1. Tabular report
        2. Summary report
          1. Using cross filters in reports
        3. Matrix report
        4. Joined report
      3. Categorizing report data with bucketing
      4. Dashboard component and its types
        1. Dynamic dashboard
        2. Dashboard filter
      5. Reporting snapshot
      6. A few points to remember
      7. Test your knowledge
      8. Summary
    18. 10. E-mail and Mobile Administration
      1. Deliverability
        1. Access to send e-mails
        2. Bounce administration
        3. E-mail security compliance
      2. Compliance BCC e-mail
      3. E-mail to Salesforce
        1. Autogenerating the Email to Salesforce e-mail address
      4. Overview of the SalesforceA mobile application
        1. Options available in the SalesforceA mobile application
        2. Installing the SalesforceA mobile application
        3. Logging in to the SalesforceA mobile application
      5. Overview of the Salesforce Authenticator application
        1. Installing the Salesforce Authenticator mobile application
      6. Overview of the Salesforce1 mobile application
        1. Features of the Salesforce1 mobile application
        2. Installing the Salesforce1 mobile application
        3. Enabling Salesforce1 for a mobile browser
          1. Granting Salesforce1 access to users
        4. Controlling which users can use the Salesforce1 application
          1. Setting up connected apps for Salesforce1
          2. Granting a Salesforce1-downloadable app access to users
        5. Logging in to a Salesforce1 application
        6. Branding of the Salesforce1 application
        7. Enabling offline access for Salesforce1
      7. A few points to remember
      8. Test your knowledge
      9. Summary
    19. 11. Different Ways of Deploying an Application between Environments
      1. Deploying using change sets
        1. Outbound change sets
        2. Inbound change sets
        3. Benefits of using change sets
      2. Deploying using Force.com IDE
        1. Force.com IDE Installation
        2. Creating a project and deploying it using Force.com IDE
        3. Benefits of using Force.com IDE
      3. Deploying using packages
      4. Deploy using Force.com Migration Tool
        1. Force.com Migration Tool pre-requisite 
        2. Installing Force.com Migration Tool
        3. Creating a project and deploy using Force.com Migration Tool
      5. A few points to remember
      6. Test your knowledge
      7. Summary
    20. 12. Basics of Apex and Visualforce Page
      1. Introducing Apex
        1. Apex data types
        2. Creating an Apex class
      2. Introducing a Visualforce page
        1. Understanding the MVC model
      3. A few points to remember
      4. Test your knowledge
      5. Summary