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Salesforce CRM – The Definitive Admin Handbook - Third Edition

Book Description

Successfully administer Salesforce CRM and Salesforce mobile implementations with best practices and real-world scenarios

In Detail

The book begins by guiding you through setting up users and security settings and then progresses to configuration, data management, and data analytics. Next, you will swiftly move on to how to set up organization-wide features that affect the look and feel of the application. Process automation, and approval mechanisms are then covered, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. At the end of the book, we cover Salesforce mobile apps and mobile administration, along with techniques to further enhance the system and improve the return on investment.

Prerequisites include Enterprise, Unlimited, Performance, or Developer edition of Salesforce CRM along with the System Administrator permission.

What You Will Learn

  • Configure and control the various organization-wide user interface features in Salesforce CRM

  • Set up and maintain a user and administer appropriate security and login access mechanisms

  • Apply organization security and understand the capabilities of the Salesforce CRM sharing model

  • Create, delete, and customize fields, page layouts, and list views for custom and standard objects

  • Implement the mechanisms for data management and discover the tools to import, update, transfer, and mass delete data

  • 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 files e-mailed directly to you.

    Table of Contents

    1. Salesforce CRM – The Definitive Admin Handbook Third Edition
      1. Table of Contents
      2. Salesforce CRM – The Definitive Admin Handbook Third Edition
      3. Credits
      4. About the Author
      5. Acknowledgments
      6. About the Reviewers
      7. www.PacktPub.com
        1. Support files, eBooks, discount offers, and more
          1. Why subscribe?
          2. Free access for Packt account holders
          3. Instant updates on new Packt books
      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. Downloading the example code
          2. Downloading the color images of this book
          3. Errata
          4. Piracy
          5. Questions
      9. 1. Organization Administration
        1. The Salesforce setup menu
        2. User login and authorization
          1. Does the user's profile have any login restrictions?
            1. Login hour restrictions
            2. IP address restrictions
          2. Does the user's IP address appear within your organization's trusted IP address list?
            1. Trusted IP range
          3. Has the user been activated from this IP address before?
          4. Does the user's web browser have a valid cookie stored from Salesforce?
          5. Computer activation process
            1. User interface
              1. SMS text message verification code
              2. E-mail message verification code
            2. API or a desktop client
        3. Establishing your company profile within Salesforce
          1. Company information and primary contact details
          2. The default language, locale, and time zone
            1. The default language
            2. The default locale
            3. The default time zone
          3. License information
          4. Currencies and conversion rates
            1. Single-currency
            2. Multiple-currency
              1. Active currencies
              2. Manage currencies
              3. Dated exchange rates
          5. Fiscal year settings
            1. Standard fiscal years
            2. Custom fiscal years
            3. Language Settings
        4. User interface and supported browsers
          1. User interface
          2. Supported browsers
          3. User interface settings
            1. The Enable Collapsible Sections option
            2. The Show Quick Create option
            3. The Enable Hover Details option
            4. The Enable Related List Hover Links option
            5. The Enable Separate Loading of Related Lists option
            6. The Enable Inline Editing option
            7. The Enable Enhanced Lists option
            8. The Enable New User Interface Theme option
            9. The Enable Tab Bar Organizer option
            10. The Enable Printable List Views option
            11. The Enable Spell Checker option
              1. The Enable Spell Checker on Tasks and Events option
            12. The Enable Customization of Chatter User Profile Pages option
            13. The Enable Salesforce Notification Banner option
          4. Sidebar
            1. The Enable Collapsible Sidebar option
            2. The Show Custom Sidebar Components on All Pages option
          5. Calendar settings
            1. The Enable Home Page Hover Links for Events option
            2. The Enable Drag-and-Drop Editing on Calendar Views options
            3. The Enable Click-and-Create Events on Calendar Views option
            4. The Enable Drag-and-Drop Scheduling on List Views option
            5. The Enable Hover Links for My Tasks List option
          6. Setup settings
            1. The Enable Enhanced Page Layout Editor option
            2. The Enable Enhanced Profile List Views option
            3. The Enable Enhanced Profile User Interface option
            4. The Enable Streaming API option
            5. The Enable Custom Object Truncate option
            6. The Enable Improved Setup User Interface option
            7. The Enable Advanced Setup Search option
        5. Search overview
          1. Sidebar search
          2. Advanced search
          3. Global search
            1. Searching in Salesforce.com
          4. Search settings
            1. The Enable "Limit to Items I Own" Search Checkbox option
            2. The Enable Document Content Search option
            3. The Enable Search Optimization if your Content is Mostly in Japanese, Chinese, or Korean option
            4. The Use Recently Viewed User Records for Blank and Auto-Complete Lookups option
            5. The Enable Drop-Down List for Sidebar Search option
            6. The Enable English-Only Spell Correction for Knowledge Search option
            7. The Enable Sidebar Search Autocomplete option
            8. The Enable Single-Search-Result Shortcut option
            9. The Number of Search Results Displayed Per Object option
          5. Lookup settings
          6. Enhanced lookups
          7. Lookup autocompletion
        6. Summary
      10. 2. User Management in Salesforce CRM
        1. An introduction to record ownership, profiles, and sharing
          1. Record owner
          2. Profiles and sharing
            1. Profiles
              1. Contract manager
              2. Marketing user
              3. Solution manager
              4. Standard user
              5. System administrator
            2. Sharing
              1. Roles
              2. Permission sets
              3. Creating permission sets
        2. Managing users in Salesforce CRM
          1. Creating new user records
            1. Saving new user records
            2. Viewing new user records
          2. Adding multiple users
          3. Delegation of user management
          4. Creating a profile with the Manage Users permission
          5. Using delegated administration
        3. Viewing and editing user information
          1. Searching for users
            1. Deactivating users
        4. Freezing user accounts
        5. Password management
          1. Resetting passwords
          2. Expiring passwords
        6. Password policies
          1. The user password expiration period
          2. Enforce password history
          3. Minimum password length
          4. Password complexity requirement
          5. Password question requirement
          6. Maximum invalid login attempts
          7. Lockout effective period
          8. Obscure secret answer for password resets
          9. Require a minimum 1 day password lifetime
        7. Forgot Password / Locked Account Assistance
          1. Message
          2. Help link
        8. API Only User Settings
          1. Alternative Home Page
        9. Session management
        10. Session timeout
          1. Timeout value
          2. Disable session timeout warning popup
          3. Force logout on session timeout
        11. Session settings
          1. Lock sessions to the IP address from which they originated
          2. Require secure connections (HTTPS)
          3. Force relogin after Login-As-User
          4. Require HttpOnly attribute
          5. Use POST requests for cross-domain sessions
        12. Login page caching and autocomplete
          1. Enable caching and autocomplete on login page
        13. Identity confirmation
          1. Enable SMS-based identity confirmation
        14. Clickjack protection
          1. Enable clickjack protection for setup pages
          2. Enable clickjack protection for non-setup Salesforce pages
          3. Enable clickjack protection for non-setup customer Visualforce pages
        15. Cross-Site Request Forgery (CSRF) Protection
          1. Enable CSRF protection on GET requests on non-setup pages
          2. Enable CSRF protection on POST requests on non-setup pages
        16. Session Security Levels
          1. Logging in as another user
        17. A how-to guide to help users grant login access to you
          1. Creating custom user fields
        18. Summary
      11. 3. Configuration in Salesforce CRM
        1. The relationship between a profile and the features that it controls
        2. Objects
          1. Standard objects
          2. Custom objects
        3. Fields
          1. Standard fields
          2. Custom fields
        4. Object relationships
        5. Apps
          1. Standard apps
          2. Custom apps
          3. Subtab apps
        6. Tabs
          1. Hiding and showing tabs
          2. Standard tabs
          3. Custom tabs
        7. Renaming labels for standard tabs, standard objects, and standard fields
        8. Creating custom objects
        9. Object Limits
          1. Standard objects
          2. Custom objects
        10. Creating custom object relationships
        11. Creating custom fields
          1. Custom field data types
            1. Auto Number
            2. Checkbox
            3. Currency
            4. Date
            5. Date/Time
            6. Email
            7. Formula
            8. Geolocation
            9. Lookup Relationship
            10. Master-Detail Relationship
            11. Hierarchical Relationship
            12. Number
            13. Percent
            14. Phone
            15. Picklist
              1. Picklist (Multi-select)
            16. Roll-Up Summary
            17. Text
              1. Text (Encrypted)
            18. Text Area
              1. Text Area (Long)
              2. Text Area (Rich)
            19. URL
        12. Dependent picklists
        13. Building relationship fields
        14. Lookup relationship options
          1. The clear the value of this field option
          2. The don't allow deletion of the lookup record that's part of a lookup relationship option
          3. The delete this record also option
        15. Master-detail relationship options
          1. Allow Reparenting Option
        16. Lookup filters
        17. Building formulas
        18. Basic formula
        19. Advanced formula
        20. Building formulas – best practices
          1. Formatting with carriage returns and spacing
          2. Commenting
        21. Building formula text and compiled character size limits
          1. Using algebra
          2. Formula field size limit workarounds
        22. Custom field governance
          1. Addressing the issue
            1. More generic field names
            2. Field history tracking
            3. Milestone objects
            4. Chatter
        23. Page layouts
          1. Creating and modifying a page layout
        24. Record types
          1. Creating a record type
        25. Related lists
        26. List views
          1. Force.com Quick Access menu
        27. Summary
      12. 4. Data Management
        1. The data access security model
        2. Organization-Wide Defaults (OWDs) for sharing
          1. OWD access level actions
          2. Public Full Access (Campaigns only)
          3. Public Read/Write/Transfer (Cases or Leads only)
          4. Public Read/Write
          5. Public Read Only
          6. Private
          7. No Access, View Only, or Use (Price Book only)
          8. Granting access using hierarchies
          9. Controlled by Parent
          10. External Organization-Wide Defaults (OWDs) for sharing
          11. Effects of modifying the default access type
          12. Granting users additional access
          13. Permission sets
            1. Creating the permission set from the Permission Set edit page
            2. Assigning the user to the permission set from the User edit page
        3. Role hierarchy
          1. The show in tree view option
          2. The show in sorted list view option
          3. The show in list view option
        4. Organization-Wide Defaults and sharing rules
        5. Sharing rules
          1. Account sharing rules
          2. Account territory sharing rules
          3. Campaign sharing rules
          4. Case sharing rules
          5. Contact sharing rules
          6. Lead sharing rules
          7. Opportunity sharing rules
          8. User sharing rules
          9. Custom object sharing rules
          10. Groups
            1. Public groups
            2. Personal groups
          11. Effects of adding or modifying sharing rules
          12. Criteria-based sharing rules
          13. Manual sharing rules
          14. Manual sharing for user records
          15. Queues
          16. Sharing access diagram
        6. Data validation
          1. Data validation rules
            1. The field description section
            2. The Error Condition Formula section
            3. The Error Message section
          2. Dependent picklists
            1. Dependent and controlling picklists
            2. Dependent picklist considerations
              1. Controlling fields
              2. Dependent fields
              3. Standard picklist fields
              4. Default values
              5. Converting fields
              6. Field-level security
              7. Page layouts
              8. Record types
              9. Importing data
        7. An overview of data import and export utilities
          1. Data Import Wizard
          2. Individual import wizards
        8. Data Loader
          1. Data Loader and import wizards compared
        9. Best practices for mass data updating
        10. Weekly export
        11. Field sets
        12. Folders
        13. Recycle Bin
        14. Data storage utilization
        15. Summary
      13. 5. Data Analytics with Reports and Dashboards
        1. Reports
          1. The Report and Dashboard Folders section
          2. Creating New Report and Dashboard Folders
          3. Keep Favorite Report Folders In View
          4. Enhanced sharing for reports and dashboards
            1. The Viewer access setting
            2. The Editor access setting
            3. The Manager access setting
          5. Creating reports
          6. Standard report types
            1. Administrative reports
          7. Hiding standard report types
          8. Custom report types
            1. Creating custom report types
            2. Defining custom report types
              1. Step 1 – Define the Custom Report Type
              2. Step 2 – Define Report Records Set
            3. Edit layout
          9. Running reports
          10. Printing and exporting reports
          11. Report considerations
            1. Running large reports
            2. Report timeout warning
            3. Exporting reports to the background
            4. User verification test
            5. Mass deleting reports
            6. Report builder
              1. The Fields pane
              2. The Filters pane
              3. The Preview pane
          12. Report formats
            1. The Tabular report format
            2. The Summary report format
            3. The Matrix report format
            4. The Joined report format
        2. Groupings
          1. Summary fields
          2. Conditional highlighting
        3. Custom summary formulas
        4. Bucket fields
        5. Changing the report format
        6. Dashboards
          1. Dashboard component types
            1. Chart
            2. Gauge
            3. Metric
            4. Table
            5. Visualforce page
          2. Creating dashboards
          3. Dynamic dashboards
            1. Setting up dynamic dashboards
          4. Customizing dashboards
            1. Setting the running user
            2. Column-level controls
            3. Component-level controls
          5. Setting dashboard properties
          6. Deleting dashboards
          7. Printing dashboards
        7. Summary
      14. 6. Implementing Business Processes in Salesforce CRM
        1. Workflow rules and the approval processes
          1. Workflow and approval actions
          2. Configuring e-mail alerts for workflow rules and approval processes
            1. Organization-wide e-mail addresses
          3. Configuring tasks for workflow rules and approval processes
          4. Configuring field updates for workflow rules and approval processes
            1. Checkboxes
            2. Record owners
            3. Picklists
            4. Other data types
          5. Configuring outbound message notifications for workflow rules and approval processes
        2. Configuring workflow rules
          1. Configuring rule settings and criteria
            1. Evaluation Criteria
            2. Rule Criteria
              1. The run this rule if the following criteria are met option
              2. The run this rule if the following formula evaluates to true option
          2. Specifying the workflow actions
            1. Immediate workflow actions
            2. Time-dependent workflow actions
            3. Adding immediate workflow actions
            4. Adding time-dependent workflow actions
            5. Activating the workflow rule
            6. Workflow rule considerations
            7. Monitoring the workflow queue
        3. Approval process
          1. Approval process checklist
          2. Approvals in Chatter
          3. Approvals in Chatter checklist
        4. Configuring approval processes
          1. Choosing an approval process wizard
            1. The Jump Start Wizard option
            2. The Standard Setup Wizard option
            3. Email Approval Response
          2. Creating approval steps
          3. Measuring and refining
          4. The process visualizer
        5. Visual Workflow
          1. Configuring Visual Workflow
          2. Flow Designer
          3. Flow Designer considerations
          4. The Palette tab
            1. Elements
              1. Using the Step element
              2. Using the Screen element
              3. Using the Decision element
          5. The Resources tab
          6. The Explorer tab
          7. Saving a flow
          8. Flow runtime considerations
        6. Summary
      15. 7. Salesforce CRM Functions
        1. A functional overview of Salesforce CRM
          1. Marketing administration
          2. Salesforce automation
          3. Customer service and support automation
          4. Enterprise social networking with Salesforce Chatter
          5. The Salesforce CRM record life cycle
        2. Marketing administration
          1. Campaign management
            1. Campaign planning
            2. Campaign setup
              1. Standard campaign fields
              2. Standard campaign member fields
            3. Campaign creation
              1. Member status values
              2. Target lists
              3. Targeting existing leads or contacts
              4. Using the campaign detail page
              5. Creating lead or contact reports
              6. Using lead or contact list views
              7. Using the lead or contact detail pages
              8. Targeting new leads or prospects
            4. Campaign execution
            5. Campaign responses
              1. Campaign influence
            6. Campaign effectiveness
              1. Campaign statistics
              2. Campaign reports
          2. Lead management
            1. Standard lead fields
            2. Lead business process
            3. Creating leads in Salesforce CRM
              1. Creating lead records within the application
              2. Manually creating leads with Web-to-Lead
                1. Lead settings
                2. The Web-to-Lead settings
                3. Generating the Web-to-Lead HTML code
                4. Web-to-Lead auto-response rules
              3. Manual importing of multiple leads
              4. Lead queue
              5. Creating and adding users to a lead queue
              6. Lead assignment rules
              7. Lead conversion
                1. Lead conversion field mappings
        3. Salesforce automation
          1. Account management
          2. Contact management
          3. Activity management
            1. Cloud Scheduler
            2. Cloud Scheduler setup
            3. Cloud Scheduler requesting a meeting
              1. Requesting a meeting
              2. Invitee responses
              3. Confirming the meeting
          4. Opportunity management
        4. Service cloud
          1. Case management
            1. The Email-to-Case feature
            2. The Web-to-Case feature
            3. Case queues
            4. Assignment rules
            5. Escalation rules
            6. Early triggers
        5. Salesforce Chatter
          1. Chatter primary features
            1. Feed
            2. Post
            3. Invitations
          2. Chatter settings
          3. Enabling Chatter
            1. Chatter Settings – enabling Chatter
            2. The Groups option
            3. The Rich Link Previews in Feed option
            4. The Approval Posts option
            5. The Coworker Invitations option
            6. The Customer Invitations option
            7. The File Sync option
            8. The Publisher Actions option
          4. Feed tracking
          5. Chat settings
          6. Influence
          7. Chatter e-mail settings
            1. E-mail notifications
        6. Summary
      16. 8. Extending Salesforce CRM
        1. Enterprise mash-ups in web applications
        2. Mash-ups in Salesforce CRM
        3. Server-side mash-ups
          1. Client-side mash-ups
            1. Client-side services mash-ups
            2. Client-side presentation mash-ups
        4. Introduction to Visualforce
          1. Visualforce pages
            1. Creating a Visualforce page
              1. Visualforce pages setup page
              2. The Visualforce development mode
                1. Automatic creation of new Visualforce pages
            2. Visualforce components
            3. Creating an example mash-up with Visualforce
              1. Deleting the default new Visualforce markup content
              2. Changing the Visualforce Controller to specify an Account Standard Controller
              3. Copy and paste the Google map code and add Salesforce-specific merge fields
            4. Adding the Visualforce page to the Account page layout
              1. Adding a new section to the Account page layout
              2. Adding the Visualforce page to the new page layout section
            5. Running the completed Visualforce page
          2. Visualforce page controllers
            1. Standard controllers
            2. Custom controllers
            3. Controller extensions
          3. Standard list controllers
          4. Apex code
          5. Apex triggers
        5. Summary
      17. 9. Best Practices for Enhancing Productivity
        1. Salesforce AppExchange marketplace
          1. Managed and unmanaged packages
          2. External and third-party tools
          3. App security
          4. Before installing an app
            1. Read specifications and reviews
            2. Review screenshots and customization guides
            3. Take a test drive
          5. Installing an app
            1. Get It Now
            2. Post-installation configuration
          6. Uninstalling an app
            1. AppExchange best practices
        2. Change management overview
          1. Salesforce sandboxes
            1. Developer sandbox
            2. Developer Pro sandbox
            3. Partial Copy sandbox
            4. Full copy sandbox
          2. Change requests
            1. Immediate release
            2. Minor release
            3. Major release
          3. Configure, develop, and deploy
        3. User adoption
          1. Usage
            1. Simplicity
            2. Connectivity
            3. Salesforce Mobile
            4. Communications
          2. Data quality
          3. Business performance
        4. Summary
      18. 10. Mobile Administration
        1. Accessing Salesforce Mobile products
        2. Salesforce mobile products' overview
          1. SalesforceA
            1. SalesforceA supported devices
          2. Salesforce Touch
          3. Salesforce1
            1. Salesforce1 supported devices
            2. Salesforce1 data availability
              1. Rich text area field support varies
              2. Related lists in Salesforce1
            3. Salesforce1 administration
              1. Salesforce1 mobile browser app access
              2. Salesforce1 desktop browser access
              3. Salesforce1 downloadable app access
              4. Salesforce1 notifications
              5. Salesforce1 branding
              6. Salesforce1 compact layouts
              7. Salesforce1 offline access
              8. Setting up Salesforce1 with the Salesforce1 Wizard
                1. The Quick Start Wizard
              9. Differences between Salesforce1 and the full Salesforce CRM browser app
          4. Salesforce Classic
            1. Salesforce Classic supported operating systems
            2. Salesforce Classic data availability
            3. Salesforce Classic administration
              1. Salesforce Classic full version access
              2. Salesforce Classic free version access
              3. The Mobile Administration Console
        3. Summary
      19. Index