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Salesforce.com®: Administrator

Book Description

Whether you are a new Salesforce® system administrator or have been managing Salesforce for some time, you probably realize that a big part of the job is receiving and acting on requests from management or other Salesforce users to modify the system to meet the needs of the users and the company. The nature of Salesforce is such that there are almost always several ways to accomplish these types of modifications, so how will you know that you're taking the right approach and really providing the support that is needed?  Salesforce.com®: Administrator will show you how to identify information about the five native business processes every company can manage using Salesforce, regardless of the License Edition.

You will also gain insight into each of the functional groups of users (Inside Sales, Outside Sales, Marketing, Customer Support, and Management), and you will establish patterns of critical thinking that can help you to ensure that you are indeed taking the right approach and providing the necessary support for each request you receive. Ultimately, completing this course enables you to be a vital resource for knowing how to configure the system in a manner that also allows the extraction of intelligence needed to measure and improve the company's key performance indicators. 

In working through this book, you will identify the basic components of SMART administration for Salesforce.com; design Opportunity objects; implement and manage Opportunity objects; design Lead objects; implement and manage Lead objects; design and implement Account management; design and implement Contact management; design Case management; implement Case management; manage Campaigns; configure the user interface; implement security; create views, reports, and dashboards; and manage administration setup.

Table of Contents

  1. Notices
  2. About This Course
  3. Lesson 1: Introduction to Salesforce.com SMART Administration
    1. Topic A: The Salesforce.com Data Model
    2. Topic B: SMART Administration Principles
  4. Lesson 2: Designing the Opportunity Object
    1. Topic A: Introduction to Opportunity Management
    2. Topic B: Design the Opportunity Stages
    3. Topic C: Design Opportunity Contact Roles
    4. Topic D: Design Opportunity Record Types
    5. Topic E: Design Opportunity Products and Price Books
  5. Lesson 3: Implementing and Managing Opportunity Objects
    1. Topic A: Implement Opportunity Fields
    2. Topic B: Implement OCRs
    3. Topic C: Create Opportunity Record Types
    4. Topic D: Implement and Maintain Products and Price Books
    5. Topic E: Create and Test Validation Rules
    6. Topic F: Create and Test Workflows and Workflow Actions
    7. Topic G: Implement Update Reminders
    8. Topic H: Implement the Similar Opportunities Function
    9. Topic I: Create a Big Deal Alert
    10. Topic J: Implement Opportunity Teams
  6. Lesson 4: Designing the Lead Object
    1. Topic A: Introduction to Lead Management
    2. Topic B: Design the Lead Sources
    3. Topic C: Design the Lead Conversion Protocol
    4. Topic D: Design Lead Assignment Rules
    5. Topic E: Design a Web-to-Lead Form
  7. Lesson 5: Implementing and Managing Lead Objects
    1. Topic A: Implement Lead Fields
    2. Topic B: Implement the Lead Assignment Rule
    3. Topic C: Implement a W2L Form
  8. Lesson 6: Designing and Implementing Account Management
    1. Topic A: Design Account Management
    2. Topic B: Implement Account Management
  9. Lesson 7: Designing and Implementing Contact Management
    1. Topic A: Design Contact Management
    2. Topic B: Implement Contact Management
  10. Lesson 8: Designing Case Management
    1. Topic A: Introduction to Case Management
    2. Topic B: Design the Case Origins
    3. Topic C: Design Case Assignment Rules
    4. Topic D: Design a Web-to-Case Form
  11. Lesson 9: Implementing Case Management
    1. Topic A: Implement Case Fields
    2. Topic B: Implement Case Assignment Rules
    3. Topic C: Implement a W2C Form
  12. Lesson 10: Planning and Implementing Campaign Management
    1. Topic A: Plan Campaign Management
    2. Topic B: Implement Campaign Management
  13. Lesson 11: Configuring the User Interface
    1. Topic A: Configure User Interface Settings
    2. Topic B: Customize the Home Page
    3. Topic C: Create Apps for Users
    4. Topic D: Configure Search
    5. Topic E: Create Page Layouts
  14. Lesson 12: Implementing Security
    1. Topic A: Establish Organization-Wide Sharing Defaults
    2. Topic B: Create Sharing Rules
    3. Topic C: Configure Roles
    4. Topic D: Configure Profiles
  15. Lesson 13: Configuring Views, Reports, and Dashboards
    1. Topic A: Create Views
    2. Topic B: Create and Manage Reports
    3. Topic C: Create Dashboards
  16. Lesson 14: Managing Administration Setup
    1. Topic A: Manage Users
    2. Topic B: Manage the Company Profile
    3. Topic C: Manage Data
  17. Course Summary
  18. Glossary