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Salesforce.com Customization Handbook

Book Description

Customize Salesforce to automate your business requirements

In Detail

Salesforce.com has contributed in bringing about a social revolution to the Internet era. Salesforce.com provides you with the power of cloud computing, enabling you to quickly build enterprise apps in a cloud.

This is a step-by-step guide to automating your business requirements or streamlining your sales process using Salesforce CRM. This book covers many topics from the Spring '14 and Summer '14 releases and is also helpful for those who are preparing for the Salesforce.com admin certification exam (ADM 201). The book starts with an introduction to Salesforce CRM and its products. Then, it covers its user experience management, data security aspects, e-mail administration, and discusses various ways that can be adopted to streamline business processes. By the end of this book, you will be able to customize Salesforce and manage Salesforce-related data in your organization.

What You Will Learn

  • Understand the basic architecture of the Salesforce.com platform and improve collaboration in the organization
  • Manage users in the Salesforce organization and customize the company profile
  • Secure the data within an organization
  • Control e-mail and domain management for your organization
  • Use the Sales Cloud and the Service Cloud to streamline sales, support processes, and automate your business requirements
  • Learn data management in Salesforce
  • Understand the concepts of analytics in Salesforce, and build reports and dashboards on existing data
  • Connect with employees around the globe using Salesforce Chatter and apps from AppExchange

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 files e-mailed directly to you.

Table of Contents

  1. Salesforce.com Customization Handbook
    1. Table of Contents
    2. Salesforce.com Customization Handbook
    3. Credits
    4. About the Authors
    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. Getting Started with Salesforce
      1. Overview of the Salesforce CRM
        1. Client-server architecture
          1. Pros and cons of the client-server architecture
            1. Advantages of cloud computing
      2. Introducing Salesforce CRM
      3. The architecture of Salesforce.com
      4. Various products of Salesforce
        1. Sales Cloud
          1. Various editions of Sales Cloud
        2. Service Cloud
          1. Various editions of Service Cloud
        3. Salesforce Chatter
        4. Data.com
          1. Various editions of Data.com
        5. Work.com
          1. Various editions of Work.com
        6. Desk.com
          1. Various editions of Desk.com
        7. ExactTarget Marketing Cloud
          1. Various editions of ExactTarget Marketing Cloud
        8. Salesforce1
          1. Various editions of Salesforce1
      5. Salesforce.com – the most innovative company
        1. Key problems with ancient sales processes
        2. Key points for standardized sales performance processes
        3. Using Salesforce to streamline your business
      6. Improving collaboration in your organization
      7. Creating a Salesforce developer account
        1. Logging in to Salesforce.com
      8. First impression of the Salesforce developer account
      9. Benefits of using the Salesforce developer account
      10. Limitations of Salesforce Developer Edition
      11. Summary
    9. 2. User Management and Organization Administration
      1. Setting up company information
        1. Updating the company's information
        2. Locale setting
        3. Salesforce.com newsletter and login notification settings
        4. Corporate currency
        5. Additional features
        6. Viewing the licenses
          1. User license type
        7. Multiple currencies
          1. Enabling a single currency
          2. Enabling multiple currencies
          3. Adding a new currency
      2. Changing the corporate currency
        1. Effects of enabling multi-currency
      3. Fiscal year and its customization
        1. Standard fiscal year
        2. Custom fiscal year
          1. Defining a new custom fiscal year
      4. Business hours setup and its effect
        1. Setting up the business hours and its effects
      5. Holiday settings
        1. Setting up the holiday settings
          1. Associating holidays with business hours
            1. Method 1 – associate business hours with holidays
            2. Method 2 – associate holidays with business hours
      6. Language settings and its importance
        1. Personal settings
        2. Organization's default language settings
          1. Fully supported languages
          2. End user languages
            1. Enabling an end user language
          3. Platform-only languages
            1. Enabling the platform-only languages
        3. The significance of roles and profiles
          1. Significance of the role hierarchy
          2. Creating the role hierarchy for your organization
      7. Profiles
        1. Types of profiles in Salesforce
          1. Different types of standard profiles
          2. Creating a custom profile
          3. Settings available under profile
      8. Permission sets
        1. Settings available under permission sets
        2. Creating permission sets
        3. Deleting permission sets
        4. Cloning permission sets
      9. Setting up the users
        1. Adding multiple users
      10. Locking and unlocking users
        1. Unlocking a user
      11. Freezing a user's account
      12. Benefits of the login history
      13. Groups and their uses
        1. Creating a public group
        2. Creating a personal group
      14. Queues and their significance
        1. Creating a queue
      15. Personal setup
        1. Editing personal information
        2. Changing the password
        3. Resetting the security token
        4. Language and time zone setup
        5. Grant account login access
        6. Checking connections
        7. Approver settings
      16. Summary
    10. 3. Making Your Salesforce Data Secure – Security Settings in Salesforce
      1. Concepts of OWD
        1. Setting up OWD
        2. Basic OWD settings for objects
        3. Sharing Rule
          1. Types of Sharing Rules
      2. Field-Level Security and its effect on data visibility
        1. From an object-field
        2. From a profile
        3. Field accessibility
      3. Setting up password policies
      4. Two-factor authentication in Salesforce
        1. Removing Time-Based Token/Two-Factor Authentication
      5. Session setting and its effect on users
      6. Network access – securing your organization's data
        1. Removing activated IP activations
        2. Setting up login access policies
        3. Single sign-on settings
      7. Authentication providers
      8. View Setup Audit Trail
        1. Audit Trail key concepts
      9. Expire all passwords
      10. Concepts of delegated administration
        1. Setting up a delegated administration
      11. Remote site settings
      12. HTML documents and attachments settings
      13. Testing document and attachment settings
      14. Portal Health Check
        1. Portal Health Check Reports
          1. Administrative and User Permissions
          2. Object Access and Field-Level Security
          3. Sharing Organization-Wide Defaults
          4. Sharing Rules
      15. Summary
    11. 4. Domain Management, E-mail Administration, and Google Apps Settings
      1. My Domain
        1. Setting up My Domain
        2. Deploying My Domain
        3. My Domain Settings
      2. Customizing your Salesforce login page
      3. Various e-mail administration methods
        1. Deliverability
          1. Access to Send Email
          2. Bounce Administration
          3. Email Security Compliance
          4. Mass Email
        2. Organization-Wide Email Addresses
        3. Compliance BCC Email
        4. Test Deliverability
        5. Email to Salesforce
          1. Setting up the Email to Salesforce URL
        6. Deleting attachments sent as links
        7. Email Footers
      4. Google Apps settings
        1. Creating a Google Apps Account
        2. Configuring Google Apps domain settings
        3. Activating Google Apps Services
        4. Adding Google Docs to Salesforce
      5. Summary
    12. 5. CRM Functions and Streamlining Business Requirements
      1. Type of relationships in Salesforce
        1. A master-detail relationship
        2. Lookup relationships
        3. The difference between master-detail and lookup relationships
        4. Many-to-many relationship
        5. Self-relationship
        6. Hierarchal relationship
      2. Sales Cloud overview
        1. Campaign management
          1. Setting up the campaign access
          2. Campaigns – standard fields
          3. Campaign members – standard fields
          4. Creating a new campaign
          5. Adding values in member status
          6. Adding campaign members
            1. Adding members from the lead or contact list view
            2. Adding members from the lead or contact detail pages
        2. Lead management
          1. Leads – standard fields
          2. Lead business process
          3. Lead settings
          4. Creating new leads
            1. Creating a new lead through the user interface
            2. Creating a new lead through Web-to-Lead
            3. Web-to-Lead settings
            4. Generating a Web-to-Lead HTML code
          5. Auto-response rules
            1. Defining the auto-response rule entries
          6. Assignment rules
            1. Defining assignment rule entries
          7. Accepting records from the lead queue
          8. Lead conversion
          9. Lead scoring
          10. Lead conversion – mapping lead fields
            1. Converting the leads
        3. Account management
          1. Accounts – standard fields
          2. Creating a new account
        4. Contact management
        5. Opportunity management
          1. Opportunity – standard fields
          2. Creating a new opportunity
          3. Big deal alert
        6. Order management
          1. Enabling orders
          2. Orders – standard fields
          3. Creating a new order
          4. Activating an order
      3. Service Cloud overview
        1. Case management
          1. Creating a case manually
          2. Email-to-Case
            1. Email-to-Case setting
            2. Setting up routing addresses
          3. Web-to-Case
            1. Enabling Web-to-Case
            2. Generating an HTML code
      4. Streamlining a business process
        1. Creating a custom object
        2. Tab creation
        3. App creation
          1. Renaming standard tabs and labels
        4. The significance of various field types in Salesforce
          1. Adding fields to objects
          2. Adding relationships to objects
          3. Event
          4. Event Registration
          5. Sponsor
          6. Booth Registration
        5. Page layout
        6. Setting up record types
      5. Tracking the history
      6. Summary
    13. 6. Automating a Business Process
      1. Improving the data quality – the validation rule
      2. The Formula field
      3. The Roll-up Summary field
      4. Letterhead
        1. Uploading a file into the document folder
        2. Creating a letterhead
      5. An e-mail template
        1. Types of e-mail templates
        2. Creating an e-mail template
        3. Attaching a file with an e-mail template
        4. E-mail template's folder management
          1. Creating an e-mail template folder
          2. Deleting an e-mail template folder
      6. Using workflow to automate your work
        1. Creating a workflow rule
        2. Field update
        3. Assigning a task
        4. Creating an e-mail alert
        5. Outbound messages
        6. Relating all the actions with the workflow
        7. Limitations of the workflow
      7. Monitoring a time-based workflow
        1. Managing a time-based workflow
        2. Deleting a time-based workflow
      8. Streamlining your approval process – approval processes
        1. The wizard to create the approval process
        2. Creating a new approval process
        3. Final approval actions
        4. Final rejection actions
        5. Recall actions
        6. Initial submission actions
        7. Approval steps
          1. Approval step 1
          2. Approval step 2
          3. Adding an action to step 1
          4. Adding an action to step 2
        8. Viewing the process diagram
        9. Activating the approval process
        10. Limitations of the approval process
      9. Various ways to approve a request – approval settings
      10. Stay-in-Touch
        1. Stay-in-Touch settings
        2. A request update
      11. Summary
    14. 7. Concepts of Data Management
      1. Salesforce Record IDs
      2. Data management operations
      3. Tools for data management
        1. Import Wizard
          1. Creating a CSV file
          2. Import records into Salesforce through Import Wizard
        2. Data Import Wizard
          1. Importing records into Salesforce through Data Import Wizard
          2. Monitoring bulk data load jobs
        3. Data loader
          1. Installing data loader
          2. Configuring data loader
          3. Exporting data using data loader
        4. Differences between data loader and Import Wizard
      4. Truncating custom objects
        1. Enabling truncate for custom objects
        2. Performing truncate for custom objects
      5. Sandbox
        1. Types of Sandboxes
        2. Defining the Sandbox templates
        3. Creating a Sandbox
        4. Refreshing the Sandbox
      6. Deleting all the data
      7. Data Export Service
      8. Get the storage usage details
        1. Data storage
        2. File storage
      9. Mass transfer approval requests
      10. Mass transfer record
      11. Mass deleting records
      12. Mass reassign accounts and opportunity teams
      13. Tags
      14. Summary
    15. 8. Reports and Dashboards in Salesforce
      1. Understanding report types
        1. Custom report types
          1. Creating a custom report type
      2. Different types of reports
        1. A tabular report
        2. A summary report
        3. A matrix report
        4. A joined report
        5. A few noteworthy points about reports
      3. Dashboard components and their types
        1. Creating a dashboard
        2. Deleting a dashboard
        3. A few noteworthy points about dashboards
      4. Exporting a report
        1. Exporting reports in the background
          1. Exporting reports in a printable view
      5. Sharing reports and dashboards
        1. Folder sharing
          1. Enabling enhanced sharing for reports and dashboards
          2. Creating new reports and dashboard folders
          3. Sharing reports and a dashboard folder
        2. Scheduling a report
        3. Scheduling a dashboard
        4. A few noteworthy points on the report and dashboard schedule
      6. Hiding unused report types
      7. Exporting reports without footers
      8. Floating headers in summary and matrix reports
        1. Enabling floating report headers
        2. Using the floating header in reports
      9. Analytical snapshot
        1. A few noteworthy points about analytical snapshots
      10. Summary
    16. 9. Chatter Configuration
      1. Basic overview of Salesforce Chatter
        1. Enabling Salesforce Chatter
      2. Enabling Chatter invites
      3. Topics for objects
        1. Creating topics
      4. Branding e-mail notifications
      5. Chatter groups
        1. Creating Chatter groups
        2. Joining a group
        3. Archiving a Chatter group
      6. The Chatter announcement feature
      7. Posting e-mail to Chatter groups
      8. Chatter e-mail settings
      9. Enabling feed tracking
      10. Posting a dashboard snapshot to Chatter
      11. Various features of Chatter
        1. Status update
        2. Posting a comment
        3. Adding a link
        4. Chatter poll
        5. The Chatter publisher action
          1. Enabling a publisher action
          2. Creating object-specific actions
          3. Creating global actions
          4. Adding a global action to the page layout
        6. Follow/unfollow users and records
          1. Follow/unfollow users
          2. Follow/unfollow records
        7. Managing files
          1. Uploading a file
          2. Deleting a file
          3. Following a file
      12. Summary
    17. 10. Mobile Administration
      1. Overview of SalesforceA
        1. Features of the SalesforceA mobile application
        2. Installing the SalesforceA mobile application
        3. Logging in to the SalesforceA mobile application
      2. Overview of Salesforce#
        1. Installing the Salesforce# mobile application
      3. Overview of Salesforce1
        1. Features of the Salesforce1 mobile application
        2. Installing the Salesforce1 mobile application
        3. Configuring the Salesforce1mobile application
          1. Mobile Browser App Settings
        4. Logging in to the Salesforce1 mobile application
        5. Branding the Salesforce1 application
      4. Summary
    18. 11. Setting Up Deployment Processes
      1. Understanding Change Sets and their types
        1. Outbound Change Sets
        2. Inbound Change Sets
      2. The Force.com IDE
        1. Installing the Force.com IDE
      3. Overview of packages
      4. Summary
    19. 12. AppExchange – Extending Salesforce Functionality
      1. AppExchange – an overview
      2. Installing applications from AppExchange
      3. A few noteworthy applications
        1. Uninstalling applications from Salesforce
      4. Summary
    20. Index