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
-
Salesforce CRM: The Definitive Admin Handbook
- Table of Contents
- Salesforce CRM: The Definitive Admin Handbook
- Credits
- About the Author
- Acknowledgements
- About the Reviewers
- www.PacktPub.com
- Preface
-
1. Getting Started with the Salesforce CRM Application: Organization Administration
- User login and authorization
- Establishing your company profile within Salesforce
-
User Interface
-
User Interface settings
- Enable Collapsible Sections
- Show Quick Create
- Enable Hover Details
- Enable Related List Hover Links
- Enable Separate Loading of Related Lists
- Enable Inline Editing
- Enable Enhanced Lists
- Enable New User Interface Theme
- Enable Printable list views
- Enable Spell Checker
- Enable Spell Checker on tasks and events
- Sidebar
- Calendar settings
- Setup settings
- Advanced settings
- Search overview
-
Search Settings
- Enable "Limit to Items I Own" Search Checkbox
- Enable Document Content Search
- Enable Search Optimization if your Content is Mostly in Japanese, Chinese, or Korean
- Use Recently Viewed User Records for Blank and Auto-Complete Lookups
- Enable Drop-Down List for Sidebar Search
- Enable Sidebar Search Auto-Complete
- Enable Single-Search-Result Shortcut
- Number of Search Results Displayed Per Object
- Lookup Settings
- Enhanced lookups
- Lookup Auto-Completion
-
User Interface settings
- Summary
- 2. User Management in Salesforce CRM
- 3. Configuration in Salesforce CRM
-
4. Data Management
- Data access security model
-
Organization-wide Sharing Defaults (OWD)
- OWD access level actions
- Public Full Access (Campaigns only)
- Public Read/Write/Transfer (Cases or Leads only)
- Public Read/Write
- Public Read Only
- Private
- No Access, View Only, or Use (Price Book only)
- Granting access using hierarchies
- Controlled by Parent
- Granting users additional access
- Permission Sets
- Role hierarchy
- Organization-wide defaults and Sharing Rules
-
Sharing Rules
- Account sharing rules
- Account territory sharing rules
- Campaign sharing rules
- Case sharing rules
- Contact sharing rules
- Lead sharing rules
- Opportunity sharing rules
- Custom object sharing rules
- Effects of adding or modifying sharing rules
- Criteria-based sharing
- Manual sharing rules
- Sharing access diagram
- Data validation
- Importing and exporting data
- Folders
- Recycle Bin
- Data storage utilization
- Summary
-
5. Data Analytics
- Reports
- Dashboards
- Folders
- Reports
- Dashboards
- Summary
-
6. Implementing Business Processes in Salesforce CRM
-
Workflow rules and approval processes
- Workflow and approval actions
- Configuring e-mail alerts for workflow rules and approval processes
- Configuring tasks for workflow rules and approval processes
- Configuring field updates for workflow rules and approval processes
- Configuring outbound message notifications for workflow rules and approval processes
- Configuring workflow rules
- Approval process
- Configuring approval processes
- Summary
-
Workflow rules and approval processes
-
7. Salesforce CRM Functions
- Functional overview of Salesforce CRM
-
Marketing administration
- Campaign management
- Lead management
- Salesforce automation
- Service cloud
- Summary
-
8. Extending Salesforce CRM
- Enterprise mashups in web applications
- Mashups in Salesforce CRM
- Introduction to Visualforce
- Summary
- 9. Best Practices for Enhancing Productivity
- Index
Product information
- Title: Salesforce CRM: The Definitive Admin Handbook
- Author(s):
- Release date: October 2011
- Publisher(s): Packt Publishing
- ISBN: 9781849683067
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