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Salesforce CRM: The Definitive Admin Handbook - Second Edition

Book Description

Salesforce CRM is a web-based Customer Relationship Management Service designed to transform your marketing and sales. With this complete guide to implementing the service, administrators of all levels can easily acquire deep knowledge of the platform.

  • Updated for Spring '13, this book covers best practice administration principles, real-world experience, and critical design considerations for setting up and customizing Salesforce CRM
  • Analyze data within Salesforce by using reports, dashboards, custom reports, and report builder
  • A step-by-step guide offering clear guidance for the customization and administration of the Salesforce CRM application
  • Connect users with people and share business information using Salesforce Chatter
  • Learn to extend the functionality of the Salesforce CRM application through the use of the platform and technologies such as Visualforce
  • Improve the user experience of users in Salesforce CRM by providing additional functionality using external applications from the AppExchange

In Detail

Salesforce CRM: The Definitive Admin Handbook is the complete guide to implementing Salesforce CRM. Whether you are looking to enhance the core features or you have already started customizing your Salesforce CRM system and are looking for guidance on advanced features. This book will show you how to get maximum benefit from this exciting product.

Salesforce CRM is a market-leading customer relationship management (CRM) application that is accessed over the Internet. The CRM application provides facilities to manage sales projections and orders, marketing plans, business process automation and collaboration, service and support, and data analytics. The application greatly enhances a company’s sales performance, improves team work and collaboration, and provides a robust customer relationship management strategy for an organization.

Salesforce CRM: The Definitive Admin Handbook has been updated for the Spring '13 release and gives you all the information you need to administer this powerful CRM application.

The book begins with the setup of users and security settings and then progresses to configuration, data management, and data analytics. Finally, the book covers the ways in which the core platform can be further extended and enhanced.

Focused on the needs of the enterprise, this book provides a solution-driven approach for both business and IT specialists to get the most from the Salesforce CRM application. It begins with setting up of organization-wide features that affect the look-and-feel of the application. We will then move on to data management, analytics, process automation and approval mechanisms are then covered, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. Finally, we will look into the methods used to further enhance the system and to improve the return on investment from the application.

After reading Salesforce CRM: The Definitive Admin Handbook, you will feel comfortable with the administration features within Salesforce CRM and will have been presented with real-world scenarios to improve the setup and avoid some common pitfalls.

Table of Contents

  1. Salesforce CRM: The Definitive Admin Handbook - Second Edition
    1. Table of Contents
    2. Salesforce CRM: The Definitive Admin Handbook - Second Edition
    3. Credits
    4. About the Author
    5. About the Reviewers
    6. 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
    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. Errata
        2. Piracy
        3. Questions
    8. 1. Organization Administration
      1. 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
          2. API or a desktop client
      2. 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
        6. My Domain
          1. Language settings
      3. User Interface
        1. 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 Inline Editing
          7. Enable Enhanced Lists
          8. Enable the New User Interface Theme
          9. Enable Tab Bar Organizer
          10. Enable Printable List Views
          11. Enable Spell Checker
            1. Enable Spell Checker on tasks and events
        2. Sidebar
          1. Enable Collapsible Sidebar
          2. Show Custom Sidebar Components on All Pages
        3. Calendar settings
          1. Enable Home Page Hover Links for Events
          2. Enable Drag-and-Drop Editing on Calendar Views
            1. Enable Click-and-Create Events on Calendar Views
            2. Enable Drag-and-Drop Scheduling on List Views
          3. Enable Hover Links for My Tasks List
        4. Setup settings
          1. Enable Enhanced Page Layout Editor
          2. Enable Enhanced Profile List Views
          3. Enable Enhanced Profile User Interface
          4. Enable Custom Object Truncate
        5. Advanced settings
          1. Activate Extended Mail Merge
          2. Always save Extended Mail Merge documents to the Documents tab
      4. Search overview
        1. Sidebar Search
        2. Advanced Search
        3. Global Search
          1. Searching in Salesforce.com
        4. 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 Sidebar Search Autocomplete
          7. Enable Single-Search-Result Shortcut
          8. Number of Search Results Displayed Per Object
        5. Lookup Settings
        6. Enhanced lookups
        7. Lookup Autocompletion
      5. Summary
    9. 2. User Management in Salesforce CRM
      1. Introduction to record ownership, profiles, and sharing
        1. Record owner
        2. Profiles and sharing
          1. Profiles
          2. Sharing
            1. Roles
            2. Permission sets
            3. Creating Permission sets
      2. Managing users in Salesforce CRM
        1. Creating new users
        2. Adding multiple users
        3. Delegation of user management
        4. Creating a profile with the Manage Users permission
        5. Using delegated administration
        6. Viewing and editing user information
          1. Searching for users
          2. Deactivating users
        7. Password management
          1. Resetting passwords
          2. Expiring passwords
        8. Password policies
          1. User passwords expire in
          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. Forgot Password or Locked Account Assistance
            1. Message
            2. Help link
            3. API Only User settings
        9. Logging in as another user
        10. How-to guide to help users grant login access to you
        11. Creating custom user fields
      3. Summary
    10. 3. Configuration in Salesforce CRM
      1. The relationship between a profile and the features that it controls
        1. Objects
          1. Standard objects
          2. Custom objects
        2. Fields
          1. Standard fields
          2. Custom fields
          3. Object relationships
        3. Apps
          1. Standard apps
          2. Custom apps
        4. Tabs
          1. Hiding and showing tabs
          2. Standard tabs
          3. Custom tabs
        5. Renaming labels for standard tabs, standard objects, and standard fields
      2. Creating custom objects
        1. Object Limits
          1. Standard objects
          2. Custom objects
        2. Creating custom object relationships
      3. 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
          16. Picklist (Multi-select)
          17. Roll-Up Summary
          18. Text
          19. Text (Encrypted)
          20. Text Area
          21. Text Area (Long)
          22. Text Area (Rich)
          23. URL
        2. Dependent picklists
        3. Building relationship fields
          1. Lookup relationship options
            1. Clear the value of this field
            2. Don't allow deletion of the lookup record that's part of a lookup relationship
            3. Delete this record also
          2. Master-detail relationship options
            1. Allow Reparenting Option
          3. Lookup filters
        4. Building formulas
          1. Basic formula
          2. Advanced formula
          3. Building formulas – best practices
            1. Formatting with carriage returns and spacing
            2. Commenting
          4. Building formula text and compiled character size limits
            1. Using algebra
            2. Formula field size limit workarounds
      4. Custom field governance
        1. Addressing the issue
          1. More generic field names
          2. Field history tracking
          3. Milestone objects
          4. Chatter
      5. Page layouts
        1. Creating and modifying a page layout
      6. Record types
        1. Creating a record type
      7. Related lists
      8. List views
        1. Force.com Quick Access Menu
      9. Summary
    11. 4. Data Management
      1. Data access security model
      2. Organization-wide sharing defaults (OWD)
        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. Granting users additional access
        11. 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. Show in tree view
        2. Show in sorted list view
        3. Show in list view
      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. Custom object sharing rules
        9. Groups
          1. Public groups
          2. Personal groups
        10. Effects of adding or modifying sharing rules
        11. Criteria-based sharing
        12. Manual sharing rules
        13. Queues
        14. Sharing access diagram
      6. Data validation
        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. 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. Importing and exporting data
        1. Import wizard
        2. Data Loader
        3. Data Loader and import wizards compared
        4. Best practice for mass data updating
        5. Weekly export
      8. Field sets
      9. Folders
      10. Recycle Bin
      11. Data storage utilization
      12. Summary
    12. 5. Data Analytics with Reports and Dashboards
      1. Reports
        1. Report and Dashboard Folders
        2. Creating reports
          1. Standard report types
            1. Administrative reports
          2. 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
        3. Running reports
        4. Printing and exporting reports
          1. Report considerations
            1. Running large reports
            2. Report timeout warning
            3. Exporting reports to the background
            4. User verification test
            5. Report builder
        5. The Fields pane
        6. The Filters pane
        7. The Preview pane
        8. Report formats
          1. The Tabular report format
          2. The Summary report format
          3. The Matrix report format
          4. The Joined report format
        9. Groupings
        10. Summary fields
        11. Conditional highlighting
        12. Custom summary formulas
        13. Bucket fields
          1. Changing the report format
      2. Dashboards
        1. Dashboard component types
          1. Chart
          2. Gauge
          3. Metric
          4. Table
          5. Visualforce page
        2. Creating dashboards
        3. Dynamic dashboards
        4. Setting up dynamic dashboards
        5. Customizing dashboards
          1. Setting the running user
          2. Column-level controls
          3. Component-level controls
        6. Setting dashboard properties
        7. Deleting dashboards
        8. Printing dashboards
      3. Summary
    13. 6. 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
        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
      4. Configuring approval processes
        1. Choosing an approval process wizard
          1. Jump Start Wizard
          2. Standard Setup Wizard
        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. Summary
    14. 7. Salesforce CRM Functions
      1. Functional overview of Salesforce CRM
        1. Marketing administration
        2. Salesforce automation
        3. Customer service and support automation
        4. Enterprise social networking
        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. 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. Manually 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 and proposing meeting times
            2. Invitees pick the times they can meet
            3. Confirmation of the meeting
        4. Opportunity management
      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 primary features
          1. Feed
          2. Post
          3. Invitations
        2. Chatter settings
          1. Enabling Chatter
          2. E-mail notifications
          3. Rich link previews in feed
          4. Approval posts
          5. Coworker Invitations
          6. Tasks in feeds
          7. Customer invitations
        3. Feed tracking
        4. Chat settings
        5. Influence
      6. Summary
    15. 8. Extending Salesforce CRM
      1. Enterprise mashups in web applications
      2. Mashups in Salesforce CRM
        1. Server-side mashups
        2. Client-side mashups
          1. Client-side services mashups
          2. Client-side presentation mashups
      3. Introduction to Visualforce
        1. Visualforce pages
          1. Creating a Visualforce page
            1. Visualforce pages setup page
            2. Visualforce development mode
          2. Visualforce components
          3. Creating an example mashup with Visualforce
          4. Deleting the default new Visualforce markup content
            1. Changing the Visualforce Controller to specify an Account Standard Controller
            2. Adding Salesforce-specific merge fields
          5. 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
          6. Running the completed Visualforce page
        2. Visualforce page controllers
          1. Standard controllers
          2. Custom controllers
          3. Controller extensions
        3. Apex code
        4. Apex triggers
      4. Summary
    16. 9. Best Practices for Enhancing Productivity
      1. Managed and unmanaged packages
      2. External and third party tools
      3. App security
        1. Before installing an app
          1. Read specifications and reviews
          2. Review screenshots and customization guides
          3. Take a test drive
        2. Installing an app
          1. Get It Now
          2. Post-install configuration
        3. Uninstalling an app
          1. AppExchange best practices
      4. Change management overview
        1. Salesforce sandboxes
          1. Developer sandbox
          2. Configuration Only sandbox
          3. Full copy sandbox
        2. Change requests
          1. Immediate release
          2. Minor release
          3. Major release
        3. Configure, develop, and deploy
      5. User adoption
        1. Usage
          1. Simplicity
          2. Connectivity
          3. Salesforce Mobile
          4. Communications
        2. Data quality
        3. Business performance
      6. Summary
    17. Index