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Salesforce CRM: The Definitive Admin Handbook

Book Description

A comprehensive, power-packed guide for all Salesforce Administrators covering everything from setup and configuration, to the customization of Salesforce CRM

  • Get to grips with tips, tricks, best-practice administration principles, and critical design considerations for setting up and customizing Salesforce CRM with this book and e-book
  • Master the mechanisms for controlling access to, and the quality of, data and information sharing
  • Take advantage of the only guide with real-world business scenarios for Salesforce CRM

In Detail

As an industry-leading Customer Relationship Management (CRM) application, Salesforce CRM helps the enterprise to improve client relations. It greatly enhances sales performance and provides your business with a robust CRM system. In order to achieve optimum performance from the Salesforce CRM system, there are a lot of things for you as the Salesforce Administrator to tackle. This is the only book which focuses on the administrative aspect of Salesforce CRM.

Salesforce CRM: The Definitive Admin Handbook will give you all the information you need to administer this powerful CRM application. It is the definitive 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 the maximum benefit from this exciting product.

This book provides a practical, step-by-step experience. You will start with the initial user, move on to security setup, and then progress to higher level tasks such as configuration, data management, and data analytics. You will also be presented with ways to improve the setup and avoid some common pitfalls using tips and tricks gained from real-world experiences. And finally you will be presented with ways in which the core platform can be further extended and enhanced to provide the maximum return on investment for your organization.

This book is focused on the needs of the enterprise, providing a solution-driven approach for both business and IT specialists to get the most from this powerful and popular CRM application. It will enhance your understanding of the features and functionality of the CRM application and get you completely ready to administer Salesforce CRM.

Table of Contents

  1. Salesforce CRM: The Definitive Admin Handbook
    1. Table of Contents
    2. Salesforce CRM: The Definitive Admin Handbook
    3. Credits
    4. About the Author
    5. Acknowledgements
    6. About the Reviewers
    7. www.PacktPub.com
      1. Support files, eBooks, discount offers and more
      2. Why Subscribe?
        1. Free Access for Packt account holders
        2. 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. Errata
        2. Piracy
        3. Questions
    9. 1. Getting Started with the Salesforce CRM Application: 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
      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
          3. My Domain
          4. 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 New User Interface Theme
          9. Enable Printable list views
          10. Enable Spell Checker
          11. 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
          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
        4. Setup settings
          1. Enable Enhanced Page Layout Editor
          2. Enable Enhanced Profile List Views
        5. Advanced settings
          1. Activate Extended Mail Merge
          2. Always save Extended Mail Merge documents to the Documents tab
        6. Search overview
          1. Sidebar Search
          2. Advanced Search
          3. Global Search
            1. Searching in Salesforce.com
        7. 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 Auto-Complete
          7. Enable Single-Search-Result Shortcut
          8. Number of Search Results Displayed Per Object
        8. Lookup Settings
        9. Enhanced lookups
        10. Lookup Auto-Completion
      4. Summary
    10. 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
      2. Managing users in Salesforce CRM
        1. Creating new users
          1. Adding multiple users
            1. Delegation of user management
              1. Creating a profile with the Manage Users permission
                1. Using delegated administration
        2. Viewing and editing user information
          1. Searching for users
            1. Deactivating users
        3. Passwords management
          1. Resetting passwords
          2. Expiring passwords
        4. 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 / Locked Account Assistance
            1. Message
            2. Help link
            3. API Only User settings
        5. Logging in as another user
        6. Creating custom user fields
      3. Summary
    11. 3. Configuration in Salesforce CRM
      1. Relationship between 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. 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. Hierarchical relationship
          9. Lookup relationship
          10. Master-detail relationship
          11. Number
          12. Percent
          13. Phone
          14. Picklist
          15. Picklist (Multi-select)
          16. Roll-Up Summary
          17. Text
          18. Text (Encrypted)
          19. Text Area
          20. Text Area (Long)
          21. Text Area (Rich)
          22. URL
        2. 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 limits 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
      7. Related lists
      8. List views
      9. Summary
    12. 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. Effects of adding or modifying sharing rules
        10. Criteria-based sharing
        11. Manual sharing rules
        12. 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 picklists considerations
            1. Standard picklist fields
            2. Default values
            3. Converting fields
            4. Field-level security
            5. Page layouts
            6. Record types
            7. Importing data
      7. Importing and exporting data
        1. Import wizard
        2. Data Loader
        3. Data Loader and import wizards compared
        4. Weekly Export
      8. Folders
      9. Recycle Bin
      10. Data storage utilization
      11. Summary
    13. 5. Data Analytics
      1. Reports
      2. Dashboards
      3. Folders
      4. Reports
        1. Report 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
              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. Exporting reports to the background
            3. User verification test
            4. Report builder
        5. Fields pane
        6. Filters pane
        7. Preview pane
        8. Report formats
          1. Tabular report format
          2. Summary report format
          3. Matrix report format
        9. Groupings
        10. Summary fields
        11. Conditional highlighting
        12. Custom summary formulas
          1. Changing the report format
      5. Dashboards
        1. Dashboards 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
      6. Summary
    14. 6. Implementing Business Processes in Salesforce CRM
      1. Workflow rules and approval processes
        1. Workflow and approval actions
          1. E-mail alert
          2. Field update
          3. Task
          4. Outbound message
        2. Configuring e-mail alerts for workflow rules and approval processes
          1. Organization-wide Email 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
            1. 1. When a record is created, or when a record is edited, and did not previously meet the rule criteria
            2. 2. Only when a record is created
            3. 3. Every time a record is created or edited
          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. Specify 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. Summary
    15. 7. Salesforce CRM Functions
      1. Functional overview of Salesforce CRM
        1. Marketing Administration
        2. Salesforce Automation
        3. Customer Service and Support Automation
        4. Salesforce CRM Record Lifecycle
      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. 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 propose 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. Summary
    16. 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. Composing the News Bar mashup with Visualforce
            1. Deleting the default new Visualforce markup content
            2. Changing the Visualforce Controller to specify an Account Standard Controller
            3. Adding Salesforce specific merge fields
          3. 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
          4. Running the completed Visualforce page
        2. Visualforce page controllers
          1. Standard controller
          2. Custom controller
          3. Controller extensions
        3. Apex code
        4. Apex triggers
      4. Summary
    17. 9. Best Practices for Enhancing Productivity
      1. The AppExchange Marketplace
      2. Managed and unmanaged packages
      3. External and third-party tools
      4. 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. Examine package
          3. Review security
          4. Install
          5. Post-install configuration
          6. Uninstalling an app
          7. AppExchange best practices
      5. 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
      6. User adoption
        1. Usage
          1. Simplicity
          2. Connectivity
          3. Salesforce Mobile
          4. Communications
        2. Data quality
        3. Business performance
      7. Summary
    18. Index