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Salesforce CRM - The Definitive Admin Handbook - Fourth Edition

Book Description

Learn how to successfully administer, build, and manage Salesforce CRM and Salesforce mobile solutions using real-world and best practice techniques

About This Book

  • See the latest best practice Salesforce administration principles, gain real-world advice, and understand critical design considerations to set up and customize Salesforce CRM
  • This is a pragmatic guide to the key functions of customizing and setting up the application for enterprise security, user and data management, process automation, analytics, and mobile features
  • Step-by-step navigation and descriptions of the features of Salesforce CRM platform and clear guidance on the customization and administration of the application
  • Identify what is covered to create your own improved study guide for the certified administrator examination

Who This Book Is For

This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a new administrator or a more experienced professional, this book will enhance your knowledge and understanding of the features of Salesforce CRM.

What You Will Learn

  • Manage and administer user records and password policies
  • Configure and control the various organization-wide user interface features in Salesforce CRM
  • Set up and maintain users, profiles, and permission sets and administer appropriate security and login access mechanisms
  • Apply organization security
  • Understand the capabilities of the Salesforce CRM sharing model
  • Create, delete, and customize fields, page layout, and list views for custom and standard objects
  • Find out how Apex and Visualforce coding can be used in Salesforce CRM
  • Implement the mechanisms for data management
  • Discover the tools to import, update, transfer, and mass delete data

In Detail

Salesforce CRM’s Winter ’17 release offers a host of new features for CRM designed to transform your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily acquire deep knowledge of the platform. The book begins by guiding you through setting up users and the security settings and then progresses to configuration, data management, and data analytics. We swiftly move on to the setting up of organization wide features that affect the look and feel of the application. Process automation and approval mechanisms are covered next, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book details Salesforce CRM system administration in a practical way and is an invaluable reference for both new administrators and experienced professionals.

At the end of the book, techniques to further enhance the system and improve the return on investment Salesforce mobile apps and mobile administration are covered, along with Salesforce Adoption Manager. Every chapter is complete with a section containing example questions of the type that you might encounter in the certification examination.

Style and approach

This book takes a straightforward, no-nonsense approach to working with the Salesforce CRM platform. Filled with examples and use cases, the book presents the facts along with seasoned advice and real-world examples to ensure you have all the resources you need to become a more informed Salesforce Administrator.

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. Salesforce CRM - The Definitive Admin Handbook - Fourth Edition
    1. Salesforce CRM - The Definitive Admin Handbook - Fourth Edition
    2. Credits
    3. About the Author
    4. Acknowledgments
    5. About the Reviewer
    6. www.PacktPub.com
      1. Why subscribe?
    7. 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 color images of this book
        2. Errata
        3. Piracy
        4. Questions
    8. 1. Setting up Salesforce CRM and the Company Profile
      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. Email message verification code
          2. API or a desktop client
      3. Establishing your company profile within Salesforce
        1. Company information and primary contact details
        2. Default language, locale, and time zone
          1. Default language
          2. Default locale
          3. Default time zone
        3. License information
        4. Currencies and conversion rates
          1. Single currency
          2. Multiple currencies
            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
          1. Salesforce Classic 2005
          2. Salesforce Classic 2010
          3. Lightning Experience
        3. User Interface settings
          1. Enable Collapsible Sections
          2. Show Quick Create
          3. Enable Hover Details
          4. Enable Related List Hover Links
          5. Enable Separate Loading of Related Lists
          6. Enable Separate Loading of Related Lists of External Objects
          7. Enable Inline Editing
          8. Enable Enhanced Lists
          9. Enable the Salesforce Classic 2010 user interface theme
          10. Enable Tab Bar Organizer
          11. Enable Printable List Views
          12. Enable Customization of Chatter User Profile Pages
          13. Enable Salesforce Notification Banner
        4. Disable Lightning Experience IE11 Support Deprecation Notification
        5. Sidebar
          1. Enable Collapsible Sidebar
          2. Show Custom Sidebar Components on All Pages
        6. Calendar settings
          1. Enable Home Page Hover Links for Events
          2. Enable Drag-And-Drop Editing on Calendar Views
          3. Enable Click-And-Create Events on Calendar Views
          4. Enable Drag-And-Drop Scheduling on List Views
          5. Enable Hover Links for My Tasks List
        7. Name settings
          1. Enable Middle Names for Person Names
          2. Enable Name Suffixes for Person Names
        8. Setup settings
          1. Enable Enhanced Page Layout Editor
          2. Enable Enhanced Profile List Views
          3. The Enable Enhanced Profile User Interface option
          4. Enable Streaming API
          5. Enable Dynamic Streaming Channel Creation
          6. Enable Set Audit Fields upon Record Creation and Update Records with Inactive Owners User Permissions
          7. Enable Custom Object Truncate
          8. Enable Improved Setup User Interface
          9. Enable Advanced Setup search
        9. Advanced settings
          1. Activate Extended Mail Merge
          2. Always Save Extended Mail Merge Documents to the Documents tab
        10. Search overview and settings
        11. Sidebar Search
        12. Advanced Search
        13. Global Search
          1. Searching in Salesforce.com
        14. Search settings
          1. Enable "Limit to Items I Own" Search Checkbox
          2. Enable Document Content Search
          3. Enable Search Optimization if your content is mostly in Japanese, Chinese, or Korean
          4. Use recently viewed user records for Blank and Auto-Complete Lookups
          5. Enable drop-down list for Sidebar Search
          6. Enable English-Only Spell Correction for Knowledge Search
          7. Enable Sidebar Search Auto-Complete
          8. Enable Single-Search-Result Shortcut
          9. Number of Search Results Displayed Per Object
        15. Lookup Settings
        16. Enhanced lookups
        17. Lookup Auto-Completion
      5. Questions to test your knowledge
        1. Questions
          1. Question 1 - user login and authentication
          2. Question 2 - company profile
          3. Question 3 - fiscal years
          4. Question 4 - user interface
        2. Answers
          1. Answer 1 - user login and authentication
          2. Answer 2 - company profile
          3. Answer 3 - fiscal years
          4. Answer 4 - user interface
      6. Summary
    9. 2. Managing Users and Controlling System Access
      1. 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. Profile and permission sets summary
      3. 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
      4. Viewing and editing user information
        1. Searching for users
          1. Deactivating users
      5. Freezing user accounts
      6. Password management
        1. Resetting passwords
        2. Expiring passwords
      7. Controlling system access
        1. Password policies
        2. User passwords expiration period
        3. Enforce password history
        4. Minimum password length
        5. Password complexity requirement
        6. Password question requirement
        7. Maximum invalid login attempts
        8. Lockout effective period
        9. Obscure secret answer for password resets
        10. Require a minimum one day password lifetime
        11. Forgot Password or Locked Account Assistance
          1. Message
          2. Help link
          3. API only user settings
            1. Alternative Home Page
      8. Session management
      9. Session timeout
        1. Timeout value
        2. Disable session timeout warning popup
        3. Force logout on session timeout
        4. Session settings
        5. Lock sessions to the IP address from which they originated
        6. Lock sessions to the domain in which they were first used
        7. Require secure connections (HTTPS)
        8. Force relogin after Login-As-User
        9. Require HttpOnly attribute
        10. Use POST requests for cross-domain sessions
        11. Enforce login IP ranges on every request
      10. Caching
        1. Enable caching and autocomplete on login page
        2. Enable secure and persistent browser caching to improve performance
        3. Enable user switching
        4. Remember Me until logout
      11. Identity verification
        1. Enable the SMS method of identity verification
        2. Require security tokens for API logins from callouts (API version 31.0 and earlier)
        3. Allow location-based automated verifications with Salesforce Authenticator
          1. Allow only from trusted IP addresses
        4. Lightning Login
          1. Allow Lightning Login
        5. Clickjack protection
        6. Enable clickjack protection for setup pages
        7. Enable clickjack protection for non-setup Salesforce pages
        8. Enable clickjack protection for customer Visualforce pages with standard headers
        9. Enable clickjack protection for customer Visualforce pages with headers disabled
      12. 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
      13. Content Security Policy protection
      14. Session security levels
      15. Logout page settings
      16. Logging in as another user
      17. Creating a guide to help users grant login access to you
      18. Creating custom user fields
      19. Salesforce.com Health Check
        1. Health Check Score
        2. The Salesforce Baseline standard
      20. Questions to test your knowledge
        1. Questions
          1. Question 1 - standard profiles
          2. Question 2 - permission sets
          3. Question 3 - User records
          4. Question 4 - Password Policies
        2. Answers
          1. Answer 1 - standard profiles
          2. Answer 2 - permission sets
          3. Answer 3 - user records
          4. Answer 4 - password policies
      21. Summary
    10. 3. Configuring Objects and Apps
      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. Object Limits for standard objects
        2. Object Limits for 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. External lookup relationship
          12. Hierarchical relationship
          13. Number
          14. Percent
          15. Phone
          16. Picklist
            1. Picklist (Multi-select)
          17. Roll-up summary
          18. Text
            1. Text (Encrypted)
          19. Text Area
            1. Text Area (Long)
            2. Text Area (Rich)
          20. URL
      12. Dependent picklists
      13. Building relationship fields
      14. Lookup relationship options
      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. Custom objects to store dated information
          4. Chatter
      23. Page layouts
        1. Creating and modifying a page layout
      24. Feed-based page layouts
        1. Feed Tracking
        2. Creating feed-based page layouts
          1. Feed View Options
            1. Enable Full-Width Feed View in the Console
            2. Enable Compact Feed View in the Console
            3. Highlight Externally Visible Feed Items
          2. Publisher options - Automatically Collapse Publisher
          3. Other Tools and Components
            1. Custom Components
            2. Choose Placement
            3. Hide Sidebar
          4. Feed Filter Options
      25. Record types
        1. Creating a record type
      26. Related lists
      27. List views
        1. Force.com Quick Access Menu
      28. Questions to test your knowledge
        1. Questions
          1. Question 1 - Standard apps
          2. Question 2 - Custom App Permission
          3. Question 3 - Custom tabs
          4. Question 4 - Relationship fields
          5. Question 5 - Master-detail relationship fields
          6. Question 6 - Dependent fields
          7. Question 7 - Formula fields
        2. Answers
          1. Answer 1 - Standard Apps
          2. Answer 2 - Custom App Permission
          3. Answer 3 - Custom Tabs
          4. Answer 4 - Relationship fields
          5. Answer 5 - Master-detail relationship fields
          6. Answer 6 - Dependent fields
          7. Answer 7 - Formula fields
      29. Summary
    11. 4. Securing Access to Data and Data Validation
      1. Levels of data access and security
        1. Organization
        2. Objects and fields
        3. Records
      2. The data access security model
      3. Organization-Wide Defaults
        1. OWDs 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 OWDs for sharing
        11. Effects of Modifying 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
      4. Role hierarchy
        1. Show in tree view
        2. Show in sorted list view
        3. Show in List View
      5. Organization-wide defaults and sharing rules
      6. 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
      7. Manual sharing rules
        1. Manual Sharing for user records
        2. Queues
        3. Sharing access diagram
      8. Questions to test your knowledge
        1. Questions
          1. Question 1 - Field-level access
          2. Question 2 - Data access levels
          3. Question 3 - Record-level access
          4. Question 4 - Organization-Wide Defaults
          5. Question 5 - Role Hierarchy
          6. Question 6 - Data Access Security Model Exception
        2. Answers
          1. Answer 1- Field-level access
          2. Answer 2 - Data Access Levels
          3. Answer 3 - Record-level access
          4. Answer 4 - Organization-Wide Defaults
          5. Answer 5 - Role Hierarchy
          6. Answer 6 - Data Access Security Model Exception
      9. Summary
    12. 5. Managing Data in Salesforce CRM
      1. Data quality
        1. Data validation rules
          1. Field description section
          2. Error condition formula section
          3. Error message section
        2. Dependent picklists
          1. Dependent and controlling picklists
          2. Controlling picklist restrictions and limitations
            1. Controlling fields restrictions and limitations
            2. Dependent fields restrictions and limitations
            3. Converting fields
            4. Page layouts
            5. Record types
            6. Importing data
      2. An overview of data import and export utilities
        1. Data Import Wizard
        2. Individual import wizards
      3. Data Loader
        1. Data Loader and import wizards compared
      4. Best practices for mass data updating
        1. Back up data
        2. Test batch
      5. Export backup data
        1. Export Now
        2. Schedule Export
      6. Recycle Bin
      7. Data storage utilization
      8. Questions to test your knowledge
        1. Questions
          1. Question 1 - Data validation rules
          2. Question 2 - Dependent fields
          3. Question 3 - Data Import Wizard
          4. Question 4 - Data Import Wizard features
          5. Question 5 - Data Loader and import wizards compared
          6. Question 6 - Recycle Bin
        2. Answers
          1. Answer 1 - Data Validation rules
          2. Answer 2 - Dependent fields
          3. Answer 3 - Data Import Wizard
          4. Answer 4 - Data Import Wizard features
          5. Answer 5 - Data Loader and import wizards compared
          6. Answer 6 - Recycle Bin
      9. Summary
    13. 6. Generating Data Analytics with Reports and Dashboards
      1. Reports
        1. Report and Dashboard Folders
        2. Creating new report and dashboard folders
        3. Keep favorite report folders in view
        4. Enhanced sharing for reports and dashboards
          1. Viewer access
          2. Editor access
          3. Manager access
        5. Creating reports
          1. Standard report types
          2. Administrative reports
        6. Hiding standard report types
        7. Custom report types
          1. Creating custom report types
          2. Defining custom report types
            1. Step 1 - Defining the Custom Report Type template
            2. Step 2 - Defining report records set
          3. Edit layout
        8. Running reports
        9. Printing and exporting reports
        10. 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
        11. 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. Chart
        2. Gauge
        3. Metric
        4. Table
        5. Visualforce page
        6. Dashboard component types
          1. Creating dashboards
        7. Dynamic dashboards
        8. Setting up dynamic dashboards
        9. Customizing dashboards
          1. Setting the running user
          2. Column - level controls
          3. Component - level controls
        10. Setting dashboard properties
        11. Deleting dashboards
        12. Printing dashboards
      7. Questions to test your knowledge
        1. Questions
          1. Question 1 - Report formats
          2. Question 2 - Groupings
          3. Question 3 - Conditional Highlighting
          4. Question 4 - Dashboard Components
          5. Question 5 - Dynamic dashboards
        2. Answers
          1. Answer 1 - Report formats
          2. Answer 2 - Groupings
          3. Answer 3 - Conditional Highlighting
          4. Answer 4 - Dashboard Components
          5. Answer 5 - Dynamic dashboards
      8. Summary
    14. 7. Implementing Business Processes in Salesforce CRM
      1. Workflow rules and 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. Run this rule if the following criteria are met
            2. 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. Jump Start Wizard
          2. Standard Setup Wizard
          3. E-mail approval response
        2. Creating approval steps
        3. Measuring and refining
        4. 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. Introduction to Lightning Process Builder
        1. Comparison of Workflow Automation Tools
          1. Feature comparison of Workflow Automation Tools
          2. Supported actions comparison of Workflow Automation Tools
      7. Questions to test your knowledge
        1. Questions
          1. Question 1 - Workflow Automation
          2. Question 2 - Workflow Processes
          3. Question 3 - Time-dependent Workflow
          4. Question 4 - Initiating Approval Processes
          5. Question 5 - Approving or Rejectioning approval processes
          6. Question 6 - During approval processes
        2. Answers
          1. Answer 1 - Workflow Automation
          2. Answer 2 - Workflow Processes
          3. Answer 3 - Time-dependent Workflow
          4. Answer 4 - Initiating Approval Processes
          5. Answer 5 - Approving or Rejecting approval Processes
          6. Answer 6 - During Approval Processes
      8. Summary
    15. 8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM
      1. 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. 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. Using the campaign detail page
            4. Creating lead or contact reports
            5. Using lead or contact list views
            6. Using the lead or contact detail pages
            7. Targeting new leads or prospects
          4. Campaign execution
          5. Campaign responses
            1. Campaign influence
          6. Campaign effectiveness
            1. Campaign statistics
            2. Campaign reports
          7. Customizable Campaign Influence overview
        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
            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
      3. Salesforce automation
        1. Account management
        2. Contact management
        3. Activity management
        4. Cloud Scheduler
          1. Cloud Scheduler requesting a meeting
            1. Requesting a meeting
            2. Invitees response
            3. Confirmation of the meeting
        5. Opportunity management
        6. Product, Price Book, and Price Book Entry
      4. Service cloud
        1. Case management
          1. Email-to-Case
          2. Web-to-Case
          3. Case queues
          4. Assignment rules
          5. Escalation rules
          6. Early triggers
      5. Salesforce Chatter
        1. Chatter's primary features
          1. Feed
          2. Post
          3. Invitations
        2. Chatter settings
        3. Enabling Chatter
          1. Chatter Settings - Enable Chatter
          2. Groups
          3. Rich link previews in feed
          4. Approval posts
          5. Coworker Invitations
          6. Customer Invitations
          7. File Sync
          8. Publisher Actions
        4. Feed tracking
        5. Chat settings
        6. Influence
        7. Chatter e-mail settings
          1. E-mail notifications
      6. Questions to test your knowledge
        1. Questions
          1. Question 1 - Lead Automation
          2. Question 2 - Lead Conversion
          3. Question 3 - Converted Leads
          4. Question 4 - Add to Campaign
          5. Question 5 - Campaign Leads
          6. Question 6 - Campaign ROI Calculation
          7. Question 7 - Case Automation
          8. Question 8 - Unresolved Case
          9. Question 9 - Activities
          10. Question 10 - Chatter
        2. Answers
          1. Answer 1 - Lead Automation
          2. Answer 2 - Lead Conversion
          3. Answer 3 - Converted Lead
          4. Answer 4 - Add to Campaign
          5. Answer 5 - Campaign Lead
          6. Answer 6 - Campaign ROI Calculation
          7. Answer 7 - Case Automation
          8. Answer 8 - Unresolved Case
          9. Answer 9 - Activities
          10. Answer 10 - Chatter
      7. Summary
    16. 9. Extending and Enhancing Salesforce CRM
      1. Salesforce AppExchange Marketplace
        1. Managed and unmanaged packages
        2. External and third-party tools
        3. App security
        4. Before installing an app
          1. Reading specifications and reviews
          2. Reviewing screenshots and customization guides
          3. Taking a test drive
        5. Installing an app
          1. Get It Now
          2. Post-install configuration
        6. Uninstalling an app
          1. AppExchange best practices
      2. Enterprise mashups in web applications
      3. Mashups in Salesforce CRM
        1. Server-side mashups
        2. Client-side mashups
          1. Client-side services mashups
          2. Client-side presentation mashups
      4. Introduction to Visualforce
        1. Visualforce pages
          1. Creating a Visualforce page
          2. Visualforce pages setup page
          3. Visualforce development mode
          4. Visualforce components
          5. Creating an example mashup with Visualforce
          6. Deleting the default new Visualforce markup content
          7. Changing the Visualforce Controller to specify an Account Standard Controller
          8. Adding the Visualforce page to the Account page layout
          9. Adding a new section to the Account page layout
          10. Adding the Visualforce page to the new page layout section
          11. 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
          1. Apex triggers
      5. 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. Configuring, developing, and deploying
      6. User adoption
        1. Usage
          1. Simplicity
          2. Connectivity
          3. Salesforce Mobile
          4. Communications
        2. Data quality
        3. Business performance
      7. Questions to test your knowledge
        1. Questions
          1. Question 1 - Salesforce AppExchange Marketplace
          2. Question 2 - Salesforce AppExchange Package Types
        2. Answers
          1. Answer 1 - Salesforce AppExchange Marketplace
          2. Answer 2 - Salesforce Appexchange package types
      8. Summary
    17. 10. Administrating the Mobile Features of Salesforce CRM
      1. Accessing Salesforce mobile solutions
      2. Salesforce mobile products overview
        1. SalesforceA
        2. SalesforceA supported devices
        3. Salesforce Touch
        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. Mobile Administration Console
        5. Salesforce1
          1. Salesforce1 supported devices
          2. Salesforce1 data availability
            1. Rich Text area field exception in Salesforce1
            2. Salesforce1 Administration
            3. Salesforce1 Mobile Browser App access
            4. Salesforce1 desktop browser access
            5. Salesforce1 downloadable App access
            6. Salesforce1 notifications
            7. Salesforce1 branding
            8. Salesforce1 compact layouts
            9. Salesforce1 offline access
            10. Salesforce1 Setup with the Salesforce1 Wizard
            11. Salesforce1 differences from the Full Salesforce CRM browser app
      3. Mobile Dashboards
      4. Salesforce Adoption Manager
      5. Questions to test your knowledge
        1. Questions
          1. Question 1 - Salesforce1 App access.
          2. Question 2 - Salesforce1 Downloadable Apps.
        2. Answers
          1. Answer 1 - Salesforce1 App access.
          2. Answer 2 - Salesforce1 Downloadable Apps.
      6. Summary
    18. 11. Studying for the Certified Administrator Exam
      1. Overview of the Salesforce Certified Administrator exam
        1. Self-assessment
        2. Resources for studying
          1. Official Salesforce resources
            1. Instructor-led and Online Certified Administrator training courses
            2. Premier Support Online Courses
          2. Salesforce Developer Edition
          3. Trailhead
          4. Official online and social networking channels
          5. Third-party resources
          6. The Salesforce Certified Administrator Study Guide
        3. Using the Salesforce Certified Administrator Study Guide
          1. Question 1 - Analysis
            1. Analyzing the question
            2. Reviewing the answers
            3. Conclusion
        4. Registering for the Salesforce Certified Administrator exam
          1. Rescheduling the exam
        5. What to expect during and after the exam
          1. During the exam
          2. After the exam
      2. Summary