Salesforce CRM - The Definitive Admin Handbook - Fourth Edition

By Paul Goodey

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.

• Language: English
• Publisher: Packt Publishing
• Release date: Dec 21, 2016
• ISBN: 9781786464521

Paul Goodey

Paul Goodey is the author of Salesforce CRM Admin Cookbook by Packt Publishing. He has over 15 years of experience in developing web technology solutions for companies of all sizes across a variety of industries, and has been building solutions with Salesforce CRM since 2006. Paul has enjoyed a variety of roles while working with Salesforce CRM, having worked as a system administrator, developer, business analyst and consultant to provide solutions for both in-house and consultancy-based end users. Based in the UK, near London, Paul's professional qualifications include Salesforce.com Certified Developer DEV-401. In his spare time, he is a keen runner, having run several marathons and half-marathons since 2001. Paul is a keen and active member of the salesforce.com administrator and developer online community and can be found at LinkedIn at http://www.linkedin.com/in/paulgoodey.

Book preview

Table of Contents

Salesforce CRM - The Definitive Admin Handbook - Fourth Edition

Credits

About the Author

Acknowledgments

About the Reviewer

www.PacktPub.com

Why subscribe?

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Downloading the color images of this book

Errata

Piracy

Questions

1. Setting up Salesforce CRM and the Company Profile

The Salesforce Setup menu

User login and authorization

Does the user's profile have any login restrictions?

Login hour restrictions

IP address restrictions

Does the user's IP address appear within your organization's trusted IP address list?

Trusted IP range

Has the user been activated from this IP address before?

Does the user's web browser have a valid cookie stored from Salesforce?

Computer activation process

User interface

SMS text message verification code

Email message verification code

API or a desktop client

Establishing your company profile within Salesforce

Company information and primary contact details

Default language, locale, and time zone

Default language

Default locale

Default time zone

License information

Currencies and conversion rates

Single currency

Multiple currencies

Active Currencies

Manage Currencies

Dated exchange rates

Fiscal year settings

Standard fiscal years

Custom fiscal years

Language settings

User interface and supported browsers

User interface

Supported browsers

Salesforce Classic 2005

Salesforce Classic 2010

Lightning Experience

User Interface settings

Enable Collapsible Sections

Show Quick Create

Enable Hover Details

Enable Related List Hover Links

Enable Separate Loading of Related Lists

Enable Separate Loading of Related Lists of External Objects

Enable Inline Editing

Enable Enhanced Lists

Enable the Salesforce Classic 2010 user interface theme

Enable Tab Bar Organizer

Enable Printable List Views

Enable Customization of Chatter User Profile Pages

Enable Salesforce Notification Banner

Disable Lightning Experience IE11 Support Deprecation Notification

Sidebar

Enable Collapsible Sidebar

Show Custom Sidebar Components on All Pages

Calendar settings

Enable Home Page Hover Links for Events

Enable Drag-And-Drop Editing on Calendar Views

Enable Click-And-Create Events on Calendar Views

Enable Drag-And-Drop Scheduling on List Views

Enable Hover Links for My Tasks List

Name settings

Enable Middle Names for Person Names

Enable Name Suffixes for Person Names

Setup settings

Enable Enhanced Page Layout Editor

Enable Enhanced Profile List Views

The Enable Enhanced Profile User Interface option

Enable Streaming API

Enable Dynamic Streaming Channel Creation

Enable Set Audit Fields upon Record Creation and Update Records with Inactive Owners User Permissions

Enable Custom Object Truncate

Enable Improved Setup User Interface

Enable Advanced Setup search

Advanced settings

Activate Extended Mail Merge

Always Save Extended Mail Merge Documents to the Documents tab

Search overview and settings

Sidebar Search

Advanced Search

Global Search

Searching in Salesforce.com

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 English-Only Spell Correction for Knowledge 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

Questions to test your knowledge

Questions

Question 1 - user login and authentication

Question 2 - company profile

Question 3 - fiscal years

Question 4 - user interface

Answers

Answer 1 - user login and authentication

Answer 2 - company profile

Answer 3 - fiscal years

Answer 4 - user interface

Summary

2. Managing Users and Controlling System Access

Introduction to record ownership, profiles, and sharing

Record owner

Profiles and sharing

Profiles

Contract manager

Marketing user

Solution manager

Standard user

System administrator

Sharing

Roles

Permission Sets

Creating Permission Sets

Profile and permission sets summary

Managing users in Salesforce CRM

Creating new user records

Saving new user records

Viewing new user records

Adding multiple users

Delegation of user management

Creating a profile with the Manage Users permission

Using delegated administration

Viewing and editing user information

Searching for users

Deactivating users

Freezing user accounts

Password management

Resetting passwords

Expiring passwords

Controlling system access

Password policies

User passwords expiration period

Enforce password history

Minimum password length

Password complexity requirement

Password question requirement

Maximum invalid login attempts

Lockout effective period

Obscure secret answer for password resets

Require a minimum one day password lifetime

Forgot Password or Locked Account Assistance

Message

Help link

API only user settings

Alternative Home Page

Session management

Session timeout

Timeout value

Disable session timeout warning popup

Force logout on session timeout

Session settings

Lock sessions to the IP address from which they originated

Lock sessions to the domain in which they were first used

Require secure connections (HTTPS)

Force relogin after Login-As-User

Require HttpOnly attribute

Use POST requests for cross-domain sessions

Enforce login IP ranges on every request

Caching

Enable caching and autocomplete on login page

Enable secure and persistent browser caching to improve performance

Enable user switching

Remember Me until logout

Identity verification

Enable the SMS method of identity verification

Require security tokens for API logins from callouts (API version 31.0 and earlier)

Allow location-based automated verifications with Salesforce Authenticator

Allow only from trusted IP addresses

Lightning Login

Allow Lightning Login

Clickjack protection

Enable clickjack protection for setup pages

Enable clickjack protection for non-setup Salesforce pages

Enable clickjack protection for customer Visualforce pages with standard headers

Enable clickjack protection for customer Visualforce pages with headers disabled

Cross-Site Request Forgery (CSRF) protection

Enable CSRF protection on GET requests on non-setup pages

Enable CSRF protection on POST requests on non-setup pages

Content Security Policy protection

Session security levels

Logout page settings

Logging in as another user

Creating a guide to help users grant login access to you

Creating custom user fields

Salesforce.com Health Check

Health Check Score

The Salesforce Baseline standard

Questions to test your knowledge

Questions

Question 1 - standard profiles

Question 2 - permission sets

Question 3 - User records

Question 4 - Password Policies

Answers

Answer 1 - standard profiles

Answer 2 - permission sets

Answer 3 - user records

Answer 4 - password policies

Summary

3. Configuring Objects and Apps

The relationship between a profile and the features that it controls

Objects

Standard objects

Custom objects

Fields

Standard fields

Custom fields

Object relationships

Apps

Standard apps

Custom apps

Subtab apps

Tabs

Hiding and showing tabs

Standard tabs

Custom tabs

Renaming labels for standard tabs, standard objects, and standard fields

Creating custom objects

Object Limits

Object Limits for standard objects

Object Limits for custom objects

Creating custom object relationships

Creating custom fields

Custom field data types

Auto Number

Checkbox

Currency

Date

Date/Time

Email

Formula

Geolocation

Lookup relationship

Master-detail relationship

External lookup relationship

Hierarchical relationship

Number

Percent

Phone

Picklist

Picklist (Multi-select)

Roll-up summary

Text

Text (Encrypted)

Text Area

Text Area (Long)

Text Area (Rich)

URL

Dependent picklists

Building relationship fields

Lookup relationship options

Master-detail relationship options

Allow reparenting option

Lookup filters

Building formulas

Basic formula

Advanced formula

Building formulas - best practices

Formatting with carriage returns and spacing

Commenting

Building formula text and compiled character size limits

Using algebra

Formula field size limit workarounds

Custom field governance

Addressing the issue

More generic field names

Field history tracking

Custom objects to store dated information

Chatter

Page layouts

Creating and modifying a page layout

Feed-based page layouts

Feed Tracking

Creating feed-based page layouts

Feed View Options

Enable Full-Width Feed View in the Console

Enable Compact Feed View in the Console

Highlight Externally Visible Feed Items

Publisher options - Automatically Collapse Publisher

Other Tools and Components

Custom Components

Choose Placement

Hide Sidebar

Feed Filter Options

Record types

Creating a record type

Related lists

List views

Force.com Quick Access Menu

Questions to test your knowledge

Questions

Question 1 - Standard apps

Question 2 - Custom App Permission

Question 3 - Custom tabs

Question 4 - Relationship fields

Question 5 - Master-detail relationship fields

Question 6 - Dependent fields

Question 7 - Formula fields

Answers

Answer 1 - Standard Apps

Answer 2 - Custom App Permission

Answer 3 - Custom Tabs

Answer 4 - Relationship fields

Answer 5 - Master-detail relationship fields

Answer 6 - Dependent fields

Answer 7 - Formula fields

Summary

4. Securing Access to Data and Data Validation

Levels of data access and security

Organization

Objects and fields

Records

The data access security model

Organization-Wide Defaults

OWDs 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

External OWDs for sharing

Effects of Modifying Default Access Type

Granting users additional access

Permission sets

Creating the permission set from the Permission Set edit page

Assigning the user to the permission set from the User edit page

Role hierarchy

Show in tree view

Show in sorted list view

Show in List View

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

User sharing rules

Custom object sharing rules

Groups

Public groups

Personal groups

Effects of adding or modifying sharing rules

Criteria-based sharing

Manual sharing rules

Manual Sharing for user records

Queues

Sharing access diagram

Questions to test your knowledge

Questions

Question 1 - Field-level access

Question 2 - Data access levels

Question 3 - Record-level access

Question 4 - Organization-Wide Defaults

Question 5 - Role Hierarchy

Question 6 - Data Access Security Model Exception

Answers

Answer 1- Field-level access

Answer 2 - Data Access Levels

Answer 3 - Record-level access

Answer 4 - Organization-Wide Defaults

Answer 5 - Role Hierarchy

Answer 6 - Data Access Security Model Exception

Summary

5. Managing Data in Salesforce CRM

Data quality

Data validation rules

Field description section

Error condition formula section

Error message section

Dependent picklists

Dependent and controlling picklists

Controlling picklist restrictions and limitations

Controlling fields restrictions and limitations

Dependent fields restrictions and limitations

Converting fields

Page layouts

Record types

Importing data

An overview of data import and export utilities

Data Import Wizard

Individual import wizards

Data Loader

Data Loader and import wizards compared

Best practices for mass data updating

Back up data

Test batch

Export backup data

Export Now

Schedule Export

Recycle Bin

Data storage utilization

Questions to test your knowledge

Questions

Question 1 - Data validation rules

Question 2 - Dependent fields

Question 3 - Data Import Wizard

Question 4 - Data Import Wizard features

Question 5 - Data Loader and import wizards compared

Question 6 - Recycle Bin

Answers

Answer 1 - Data Validation rules

Answer 2 - Dependent fields

Answer 3 - Data Import Wizard

Answer 4 - Data Import Wizard features

Answer 5 - Data Loader and import wizards compared

Answer 6 - Recycle Bin

Summary

6. Generating Data Analytics with Reports and Dashboards

Reports

Report and Dashboard Folders

Creating new report and dashboard folders

Keep favorite report folders in view

Enhanced sharing for reports and dashboards

Viewer access

Editor access

Manager access

Creating reports

Standard report types

Administrative reports

Hiding standard report types

Custom report types

Creating custom report types

Defining custom report types

Step 1 - Defining the Custom Report Type template

Step 2 - Defining report records set

Edit layout

Running reports

Printing and exporting reports

Report considerations

Running large reports

Report timeout warning

Exporting reports to the background

User verification test

Mass Deleting Reports

Report builder

The Fields pane

The Filters pane

The Preview pane

Report formats

The Tabular report format

The Summary report format

The Matrix report format

The Joined report format

Groupings

Summary fields

Conditional highlighting

Custom summary formulas

Bucket fields

Changing the Report format

Dashboards

Chart

Gauge

Metric

Table

Visualforce page

Dashboard component types

Creating dashboards

Dynamic dashboards

Setting up dynamic dashboards

Customizing dashboards

Setting the running user

Column - level controls

Component - level controls

Setting dashboard properties

Deleting dashboards

Printing dashboards

Questions to test your knowledge

Questions

Question 1 - Report formats

Question 2 - Groupings

Question 3 - Conditional Highlighting

Question 4 - Dashboard Components

Question 5 - Dynamic dashboards

Answers

Answer 1 - Report formats

Answer 2 - Groupings

Answer 3 - Conditional Highlighting

Answer 4 - Dashboard Components

Answer 5 - Dynamic dashboards

Summary

7. 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

Organization-wide e-mail addresses

Configuring tasks for workflow rules and approval processes

Configuring field updates for workflow rules and approval processes

Checkboxes

Record owners

Picklists

Other data types

Configuring outbound message notifications for workflow rules and approval processes

Configuring workflow rules

Configuring rule settings and criteria

Evaluation Criteria

Rule Criteria

Run this rule if the following criteria are met

Run this rule if the following formula evaluates to true option

Specifying the workflow actions

Immediate workflow actions

Time-dependent workflow actions

Adding immediate workflow actions

Adding time-dependent workflow actions

Activating the workflow rule

Workflow rule considerations

Monitoring the workflow queue

Approval process

Approval process checklist

Approvals in Chatter

Approvals in Chatter checklist

Configuring approval processes

Choosing an approval process wizard

Jump Start Wizard

Standard Setup Wizard

E-mail approval response

Creating approval steps

Measuring and refining

Process visualizer

Visual Workflow

Configuring Visual Workflow

Flow Designer

Flow Designer considerations

The Palette tab

Elements

Using the Step element

Using the Screen element

Using the Decision element

The Resources tab

The Explorer tab

Saving a flow

Flow runtime considerations

Introduction to Lightning Process Builder

Comparison of Workflow Automation Tools

Feature comparison of Workflow Automation Tools

Supported actions comparison of Workflow Automation Tools

Questions to test your knowledge

Questions

Question 1 - Workflow Automation

Question 2 - Workflow Processes

Question 3 - Time-dependent Workflow

Question 4 - Initiating Approval Processes

Question 5 - Approving or Rejectioning approval processes

Question 6 - During approval processes

Answers

Answer 1 - Workflow Automation

Answer 2 - Workflow Processes

Answer 3 - Time-dependent Workflow

Answer 4 - Initiating Approval Processes

Answer 5 - Approving or Rejecting approval Processes

Answer 6 - During Approval Processes

Summary

8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM

Functional overview of Salesforce CRM

Marketing administration

Salesforce automation

Customer service and support automation

Enterprise social networking with Salesforce Chatter

Salesforce CRM record life cycle

Marketing administration

Campaign management

Campaign planning

Campaign setup

Standard campaign fields

Standard campaign member fields

Campaign creation

Member status values

Target lists

Using the campaign detail page

Creating lead or contact reports

Using lead or contact list views

Using the lead or contact detail pages

Targeting new leads or prospects

Campaign execution

Campaign responses

Campaign influence

Campaign effectiveness

Campaign statistics

Campaign reports

Customizable Campaign Influence overview

Lead management

Standard lead fields

Lead business process

Creating leads in Salesforce CRM

Creating lead records within the application

Manually creating leads with Web-to-Lead

Manual importing of multiple leads

Lead queue

Creating and adding users to a lead queue

Lead assignment rules

Lead conversion

Salesforce automation

Account management

Contact management

Activity management

Cloud Scheduler

Cloud Scheduler requesting a meeting

Requesting a meeting

Invitees response

Confirmation of the meeting

Opportunity management

Product, Price Book, and Price Book Entry

Service cloud

Case management

Email-to-Case

Web-to-Case

Case queues

Assignment rules

Escalation rules

Early triggers

Salesforce Chatter

Chatter's primary features

Feed

Post

Invitations

Chatter settings

Enabling Chatter

Chatter Settings - Enable Chatter

Groups

Rich link previews in feed

Approval posts

Coworker Invitations

Customer Invitations

File Sync

Publisher Actions

Feed tracking

Chat settings

Influence

Chatter e-mail settings

E-mail notifications

Questions to test your knowledge

Questions

Question 1 - Lead Automation

Question 2 - Lead Conversion

Question 3 - Converted Leads

Question 4 - Add to Campaign

Question 5 - Campaign Leads

Question 6 - Campaign ROI Calculation

Question 7 - Case Automation

Question 8 - Unresolved Case

Question 9 - Activities

Question 10 - Chatter

Answers

Answer 1 - Lead Automation

Answer 2 - Lead Conversion

Answer 3 - Converted Lead

Answer 4 - Add to Campaign

Answer 5 - Campaign Lead

Answer 6 - Campaign ROI Calculation

Answer 7 - Case Automation

Answer 8 - Unresolved Case

Answer 9 - Activities

Answer 10 - Chatter

Summary

9. Extending and Enhancing Salesforce CRM

Salesforce AppExchange Marketplace

Managed and unmanaged packages

External and third-party tools

App security

Before installing an app

Reading specifications and reviews

Reviewing screenshots and customization guides

Taking a test drive

Installing an app

Get It Now

Post-install configuration

Uninstalling an app

AppExchange best practices

Enterprise mashups in web applications

Mashups in Salesforce CRM

Server-side mashups

Client-side mashups

Client-side services mashups

Client-side presentation mashups

Introduction to Visualforce

Visualforce pages

Creating a Visualforce page

Visualforce pages setup page

Visualforce development mode

Visualforce components

Creating an example mashup with Visualforce

Deleting the default new Visualforce markup content

Changing the Visualforce Controller to specify an Account Standard Controller

Adding the Visualforce page to the Account page layout

Adding a new section to the Account page layout

Adding the Visualforce page to the new page layout section

Running the completed Visualforce page

Visualforce page controllers

Standard controllers

Custom controllers

Controller extensions

Standard list controllers

Apex code

Apex triggers

Change management overview

Salesforce sandboxes

Developer sandbox

Developer Pro sandbox

Partial Copy sandbox

Full Copy sandbox

Change requests

Immediate release

Minor release

Major release

Configuring, developing, and deploying

User adoption

Usage

Simplicity

Connectivity

Salesforce Mobile

Communications

Data quality

Business performance

Questions to test your knowledge

Questions

Question 1 - Salesforce AppExchange Marketplace

Question 2 - Salesforce AppExchange Package Types

Answers

Answer 1 - Salesforce AppExchange Marketplace

Answer 2 - Salesforce Appexchange package types

Summary

10. Administrating the Mobile Features of Salesforce CRM

Accessing Salesforce mobile solutions

Salesforce mobile products overview

SalesforceA

SalesforceA supported devices

Salesforce Touch

Salesforce Classic

Salesforce Classic supported Operating Systems

Salesforce Classic data availability

Salesforce Classic Administration

Salesforce Classic Full Version Access

Salesforce Classic Free Version Access

Mobile Administration Console

Salesforce1

Salesforce1 supported devices

Salesforce1 data availability

Rich Text area field exception in Salesforce1

Salesforce1 Administration

Salesforce1 Mobile Browser App access

Salesforce1 desktop browser access

Salesforce1 downloadable App access

Salesforce1 notifications

Salesforce1 branding

Salesforce1 compact layouts

Salesforce1 offline access

Salesforce1 Setup with the Salesforce1 Wizard

Salesforce1 differences from the Full Salesforce CRM browser app

Mobile Dashboards

Salesforce Adoption Manager

Questions to test your knowledge

Questions

Question 1 - Salesforce1 App access.

Question 2 - Salesforce1 Downloadable Apps.

Answers

Answer 1 - Salesforce1 App access.

Answer 2 - Salesforce1 Downloadable Apps.

Summary

11. Studying for the Certified Administrator Exam

Overview of the Salesforce Certified Administrator exam

Self-assessment

Resources for studying

Official Salesforce resources

Instructor-led and Online Certified Administrator training courses

Premier Support Online Courses

Salesforce Developer Edition

Trailhead

Official online and social networking channels

Third-party resources

The Salesforce Certified Administrator Study Guide

Using the Salesforce Certified Administrator Study Guide

Question 1 - Analysis

Analyzing the question

Reviewing the answers

Conclusion

Registering for the Salesforce Certified Administrator exam

Rescheduling the exam

What to expect during and after the exam

During the exam

After the exam

Summary

Salesforce CRM - The Definitive Admin Handbook - Fourth Edition

---

Salesforce CRM - The Definitive Admin Handbook - Fourth Edition

Copyright © 2016 Packt Publishing

All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.

Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.

Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.

First published: October 2011

Second edition: July 2013

Third edition: January 2015

Fourth edition: December 2016

Production reference: 1141216

Published by Packt Publishing Ltd.

Livery Place

35 Livery Street

Birmingham 

B3 2PB, UK.

ISBN 978-1-78646-896-3

www.packtpub.com

Credits

About the Author

Paul Goodey is the author of Salesforce CRM Admin Cookbook, published by Packt.

He has over 25 year's of experience developing web technology solutions for companies of all sizes across a variety of industries and has been building solutions with Salesforce CRM since 2006.

Paul has enjoyed a variety of roles while working with Salesforce CRM, having worked as a developer, business analyst, solutions architect, and system administrator to provide solutions for both in-house and consultancy-based end users.

Based near London in the UK, his professional qualifications include Salesforce Certified Administrator (ADM-201) and Salesforce Certified Developer (DEV-401). He is a keen and active member of Salesforce's administrator and developer online communities. He can be found on LinkedIn at http://www.linkedin.com/in/paulgoodey

In his spare time, Paul is an avid runner, having run several marathons and half marathons.

Acknowledgments

I have enjoyed working on the fourth edition of this book, and I am thankful to the many people who have helped in the creation of this work. First and foremost, I would like to thank you for purchasing this book. I sincerely hope you find it as enjoyable and useful to read as it has been to write. I would like to thank the team at Salesforce for providing me with the Salesforce CRM product. Salesforce products are easy and fun to work with and their solutions constantly innovate both the CRM and cloud computing industries. Next, I would like to thank everyone at Packt who has successfully produced the completed work. During the writing process, the team was thoroughly professional and highly supportive. My family and friends have also been very supportive; it is only with their help, patience, and endless cups of tea that I have been able to complete my part of this endeavor. Finally, I would like to thank everyone who has contributed with useful feedback and suggestions. Instead of trying to name them all and risk not mentioning others, I would like to thank all the Salesforce employees, professionals, and keen enthusiasts who help make the Salesforce community such a productive and collaborative environment. If you haven't participated in Salesforce's online user communities, such as success.salesforce.com (where you can post questions or ideas), developer.force.com, LinkedIn salesforce.com user groups, and Twitter (look out for hash tags #salesforce and #askforce), I strongly recommend them as they are a truly valuable place to discover and exchange information.

About the Reviewer

Doug Ayers is a multi-certified Salesforce MVP who loves learning and sharing his knowledge with others. Doug is passionate about helping others be successful on the Force.com platform and he does that by leading the Nashville Salesforce Users and Developers groups, answering #askforce questions on Twitter (@DouglasCAyers), contributing to open source projects via https://github.com/douglascayers, blogging on his website at https://douglascayers.com, and speaking at Dreamforce and other Salesforce conferences. He currently works as a Senior Developer with GearsCRM, a Salesforce Gold Partner.

Doug has served as technical reviewer for other Packt titles including Salesforce Platform App Builder Certification Handbook by Siddhesh Kabe.

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Preface

As an industry-leading Customer Relationship Management (CRM) application, Salesforce CRM helps enterprises, large and small, 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 many areas for you as the Salesforce administrator to tackle. This is the only book that provides a comprehensive guide to the administrative aspects of Salesforce CRM.

This book will give you all the information you need to administer this powerful CRM application. It is the definitive guide for 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 innovative product.

What this book covers

Chapter 1, Setting up Salesforce CRM and the Organization Company profile, shows you how to set up the organization-wide settings that affect the look and feel of the system and provide access to features for all users within the organization.

Chapter 2, Managing Users and Controlling System Access, describes how to manage and administer user records and password policies, and describes how profiles and permission sets affect the permissions of individual users.

Chapter 3, Configuring Objects and Apps, covers the various methods to configure and tailor the system to suit the way information is used within the organization through the use of objects and fields as well as providing a look at custom field governance.

Chapter 4, Securing Access to Data Access and Data Validation, looks in detail at the data access security models in Salesforce CRM and the multiple levels where data access and security can be applied at organization level, object level, field level, and record level.

Chapter 5, Managing Data in Salesforce CRM, describes the features for improving data quality through the use of data validation rules and dependent fields and outlines the facilities that are available for importing and exporting data to and from Salesforce CRM.

Chapter 6, Generating Data Analytics with Reports and Dashboards, discusses the analytics building blocks that are available within the Salesforce system and details the creation and use of reports and dashboards.

Chapter 7, Implementing Business Processes in Salesforce CRM, looks at the features and functionality to automate business workflow and approval mechanisms to automate, improve quality, and generate high-value processes within your organization.

Chapter 8, Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM, describes the core functional areas within Salesforce CRM, that enables Sales teams, Marketing teams, and Service teams to succeed and collaborate.

Chapter 9, Extending and Enhancing Salesforce CRM, shows how the standard functionality in the system can be extended and enhanced and describes how advanced customization and additional functionality can be added internally and externally using third-party apps.

Chapter 10, Administrating the Mobile Features of Salesforce CRM, looks at how mobile devices, which have become commonplace in both the personal and professional lives of users, can be used in Salesforce CRM and describes the mobile solution offerings provided by Salesforce.

Chapter 11, Studying for the Certified Administrator Exam, describes the Salesforce Certified Administrator exam and looks at resources, such as the classroom based training course ADM-201, that are available to prepare for the exam and offers insight into the types of questions and suggested planning for the exam.

What you need for this book

The prerequisite for this book is a computer with an Internet connection and one of these supported browsers: Google Chrome, Mozilla Firefox, Apple Safari, or Microsoft Internet Explorer. You will need either the Enterprise, Unlimited, Performance, or Developer edition of Salesforce CRM along with System Administrator permission.

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 novice or a more experienced admin, this book aims to enhance your knowledge and understanding of the Salesforce CRM platform. By the end of the book, you will be ready to configure and administer Salesforce CRM and Salesforce mobile solutions in a real-world environment that fully supports your business needs.

Conventions

In this book, you will find a number of styles of text that distinguish between different kinds of information. Here are some examples of these styles, and an explanation of their meaning.

Code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles are shown as follows:

Salesforce provides a set of standard, prebuilt components, such as and .

A block of code is set as follows:

 var address =

"{!SUBSTITUTE(JSENCODE(Account.BillingStreet),'\r\n','

')}, " +

{!Account.BillingCity}, +

{!Account.BillingPostalCode}, +

{!Account.BillingCountry};

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Note

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Tip

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Chapter 1. Setting up Salesforce CRM and the Company Profile

Application security is always important, and even more so when the application is delivered across a public network, such as the Internet. Salesforce.com has developed various mechanisms to secure the platform and reduce the chances of unauthorized people accessing your company data. This chapter describes the way login attempts to the system are controlled and the features available to help you manage your user's access to the Salesforce CRM application.

In this chapter, we will also look at establishing your company profile within Salesforce and how core information, such as the details that are provided when your company first signs up with Salesforce.com, can be managed. You will also be shown how to find your way around the Salesforce Setup menu, and will be introduced to the settings available for the organization-wide customization of the application's user interface along with the search facilities offered by the Salesforce CRM application.

Finally, you will be presented with a number of questions about the key features of Salesforce CRM administration in the areas of organization setup and the global user interface, which are covered in this chapter.

Throughout this chapter, notes and tips are provided to offer further guidance within the given areas of functionality; and have been generated from the practical results and experience of the Salesforce CRM system administration.

In this chapter, we will cover:

The Salesforce setup menu

User login and authorization

Company profiles

User interface

Search overview and settings

Questions to test your knowledge

To start with, we