Salesforce CRM - The Definitive Admin Handbook - Fifth Edition: Build, configure, and customize Salesforce CRM and mobile solutions, 5th Edition

By Paul Goodey

A definitive guide covering all the core concepts necessary to pass the Salesforce Administrator Certification exam

Key Features

• Understand critical design considerations for setting up Salesforce CRM
• Facilitate and manage the transition from Salesforce Classic to Lightning Experience
• Learn key functions of application security to manage user profiles and data

Book Description

Salesforce’s winter ’19 release offers a host of new features for CRM designed to meet your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily get a thorough understanding of the platform.

This Salesforce handbook begins by guiding you in setting up users and security and then progresses to configuration, data management, and data analytics. You’ll discover process automation and approval mechanisms, while also exploring the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book covers Salesforce CRM system administration in a practical way, and it’ll serve as an invaluable reference for both new administrators and experienced professionals. Furthermore, you’ll also delve into Salesforce mobile apps and mobile administration, along with Salesforce Adoption Manager. You’ll gain insights into Lightning Experience, Salesforce's new app, and learn how its modern design and sleek interface helps you to build customizable components. Finally, we'll see how the two versions compare and help manage the transition from Salesforce Classic to Lightning Experience.  

By the end of the book, you will have mastered the techniques to configure and control various user interface features in Salesforce CRM.

What you will learn

• Configure a variety of user interface features in Salesforce CRM
• Understand the capabilities of the Salesforce CRM sharing model
• Explore Einstein Analytics - Salesforce's new wave of advanced reporting
• Get to grips with the Lightning Process Builder workflow
• Set up user profiles, security, and login access mechanisms
• Find out how Apex and Visualforce coding can be used in Salesforce CRM
• Manage the transition from Salesforce Classic to Lightning Experience
• Implement data manipulation features to apply best practices in data management

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 new or experienced professional, this book will enhance your knowledge and understanding of Salesforce CRM features.

• Language: English
• Publisher: Packt Publishing
• Release date: Apr 27, 2019
• ISBN: 9781789619720

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

Salesforce CRM - The Definitive Admin Handbook - Fifth Edition

Salesforce CRM – The Definitive Admin Handbook

Fifth Edition

Build, configure, and customize Salesforce CRM and mobile solutions

Paul Goodey

BIRMINGHAM - MUMBAI

Salesforce CRM – The Definitive Admin Handbook Fifth Edition

Copyright © 2019 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 or its dealers and distributors, will be held liable for any damages caused or alleged to have been 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.

Commissioning Editor: Richa Tripathi

Acquisition Editor: Denim Pinto

Content Development Editor: Zeeyan Pinheiro

Technical Editor: Pradeep Sahu

Copy Editor: Safis Editing

Project Coordinator: Vaidehi Sawant

Proofreader: Safis Editing

Indexer: Tejal Daruwale Soni

Graphics: Alishon Mendonsa

Production Coordinator: Aparna Bhagat

First published: October 2011

Second edition: July 2013

Third edition: January 2015

Fourth edition: December 2016

Fifth edition: April 2019

Production reference: 1190419

Published by Packt Publishing Ltd.

Livery Place

35 Livery Street

Birmingham

B3 2PB, UK.

ISBN 978-1-78961-978-2

www.packtpub.com

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Contributors

About the author

Paul Goodey is the author of the book entitled Salesforce CRM Admin Cookbook, by Packt Publishing. He has over 25 years' 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.

He 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 in the UK, near London, his professional qualifications include Salesforce Certified Administrator (ADM-201), and he is a keen and active member of Salesforce's administrator and developer online communities.

I would like to thank you for purchasing this book. I hope you find it as enjoyable and useful to read as it has been to write. I am also thankful to Salesforce for providing the Salesforce CRM application and to Packt Publishing for successfully producing this book. I would also like to thank my family and friends for their continued support, encouragement, and endless cups of tea that has helped me to complete my part of this endeavor.

About the reviewer

Adil Pervez is a Salesforce Architect with 11 years' experience in IT and 9 years' experience in Salesforce. He is a certified system and application architect and holds 16x Salesforce certifications. He has done five successful implementations, which includes Sales Cloud, Service Cloud, Community Cloud, and Health Cloud. He has worked on different packages, such as Field Service Lightning, CPQ, and NPSP. He has good experience with DevOps and integrations. He has worked with clients from different verticals, including healthcare, real estate, and technology. Adil has a master's in computer science and a bachelor's in electrical and electronics. His career highlights include meeting with Marc Benioff, the CEO of Salesforce.

I would like to thank Packt for giving me this opportunity. Additionally, I would like to thank my family, who were a constant support during this process. I want to acknowledge the Salesforce communities and the user groups for the knowledge they have provided over the years.

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Table of Contents

Title Page

Copyright and Credits

Salesforce CRM – The Definitive Admin Handbook Fifth Edition

About Packt

Why subscribe?

Packt.com

Contributors

About the author

About the reviewer

Packt is searching for authors like you

Preface

Who this book is for

What this book covers

To get the most out of this book

Download the color images

Conventions used

Get in touch

Reviews

Section 1: Getting Started with Salesforce CRM

Setting Up Salesforce CRM and the Company Profile

The Salesforce setup menu

Setting up the company profile

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 login and authorization

Does the user's profile have any login restrictions?

Login restrictions due to login hours

Login restrictions due to login IP ranges

Is the user's IP address present in the trusted IP address list?

Trusted IP range settings

Has the user previously been activated from this IP address?

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

Computer activation process

The UI

SMS text message verification code

Email message verification code

Using the API or a desktop client

Login flows overview

The UI and supported browsers

The UI

Supported browsers

Salesforce Classic 2005

Salesforce Classic 2010

Lightning Experience

UI settings

Enabling collapsible sections

Enabling the Show Quick Create option

The Enable Hover Details option

The Enable Related List Hover Links option

The Enable Separate Loading of Related Lists option

The Enable Separate Loading of Related Lists of External Objects option

The Enable Inline Editing option

The Enable Enhanced Lists option

Enabling the Salesforce Classic 2010 UI theme

Enabling the tab bar organizer

The Enable Printable List Views option

The Enable Customization of Chatter User Profile Pages option

The Enable Salesforce Notification Banner option

Sidebar settings

The Enable Collapsible Sidebar option

The Show Custom Sidebar Components on All Pages option

Calendar settings

The Enable Home Page Hover Links for Events option

The Enable Drag-And-Drop Editing on Calendar Views option

The Enable Click-And-Create Events on Calendar Views option

The Enable Drag-And-Drop Scheduling on List Views option

The Enable Hover Links for My Tasks List option

Name settings

The Enable Middle Names for Person Names option

The Enable Name Suffixes for Person Names option

Setup settings

The Enable Enhanced Page Layout Editor option

The Enable Streaming API option

The Enable Dynamic Streaming Channel Creation option

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

The Enable Custom Object Truncate option

Advanced settings

The Enable Extended Mail Merge option

The Save All Extended Mail Merge Documents to Salesforce Documents option

The Enable Improved Setup User Interface option

The Enable Advanced Setup Search option

Search overview and settings

Sidebar Search

Advanced Search

Global Search

Searching in Salesforce

Search settings

The Enable Limit to Items I Own Search Checkbox option

The Enable Document Content Search option

The Enable Search Optimization if your Content is Mostly in Japanese, Chinese, or Korean option

The Use Recently Viewed User Records for Blank and Auto-Complete Lookups option

The Enable English-Only Spell Correction for Knowledge Search option

The Enable Drop-Down List for Sidebar Search option

The Enable Sidebar Search Auto-Complete option

The Enable Single-Search-Result Shortcut option

The Number of Search Results Displayed Per Object option

Lookup Settings

Enhanced lookups

Lookup Auto-Completion

Data protection and privacy

Questions to test your knowledge

Questions

Question 1 – User login and authentication

Question 2 – Company profile default locale

Question 3 – Company profile and individual user settings

Question 4 – The impact of changing the company profile default locale setting

Question 5 – Fiscal years

Question 6 – UI

Answers

Answer 1 – User login and authentication

Answer 2 – Company profile default locale

Answer 3 – Company profile and individual user settings

Answer 4 – The impact of changing the company profile default locale setting

Answer 5 – Fiscal years

Answer 6 – UI

Summary

Managing Users and Controlling System Access

Introducing 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

User management settings

User self-deactivate

Scrambling a specific users' data

Enhanced profile list views

Enhanced Profile User Interface

Managing users in Salesforce CRM

Creating new user records

Saving new user records

Viewing new user records

Adding multiple users

Delegating 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

Managing passwords

Resetting passwords

Expiring passwords

Controlling system access

Password Policies

User password expiration period

Enforcing password history

Minimum password length

Password complexity requirement

Password question requirement

Maximum invalid login attempts

Lockout effective period

Obscuring a secret answer for password resets

Requiring a minimum one-day password lifetime

Allowing the use of the setPassword() API for self-resets

Forgot Password/Locked Account assistance

Message

Help link

Forgot password preview

Locked account preview

API Only User Settings

Alternative home page

Session management

Session timeout

Timeout value

Disabling a session timeout warning popup

Forcing logout upon session timeout

Session settings

Locking sessions to the IP address from which they originated

Locking sessions to the domain in which they were first used

Requiring secure connections (HTTPS)

Requiring secure connections (HTTPS)

Requiring secure connections (HTTPS) for all third-party domains

Forcing relogin after Login-as-User

Requiring the HttpOnly attribute

Using POST requests for cross-domain sessions

Enforcing login IP ranges on every request

Extended use of IE11 with Lightning Experience

Caching

Enabling caching and autocomplete on the login page

Enabling secure and persistent browser caching to improve performance

Enabling user switching

Remember me until logout

Verifying identity

Enabling the SMS method of identity verification

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

Letting users use a security key

Requiring identity verification during two-factor authentication registration

Requiring identity verification for a change of email address

Allowing location-based automated verifications with the Salesforce authenticator

Allowing access only from trusted IP addresses

Lightning login

Allow lightning login

Allowing only users with the lightning login user permission

Clickjacking protection

Enabling clickjack protection for setup pages

Enabling clickjack protection for non-setup Salesforce pages

Enabling clickjack protection for customer Visualforce pages with standard headers

Enabling clickjack protection for customer Visualforce pages with headers disabled

Cross-Site Request Forgery protection

Enabling CSRF protection on GET requests on non-setup pages

Enabling CSRF protection on POST requests on non-setup pages

Content Security Policy protection

Cross-Site Scripting protection

Content sniffing protection

Referrer URL protection

HSTS for sites and communities

Redirections

Session security levels

Logout page settings

New User Email

Logging in as another user

Creating a guide to help users grant login access to you

Creating custom user fields

Salesforce health check

Health check score

The Salesforce baseline standard

Questions to test your knowledge

Questions

Question 1 – Standard profiles

Question 2 – System administrator profile

Question 3 – Permission sets

Question 4 – Delegated administration

Question 5 – User records

Question 6 – Password policies

Answers

Answer 1 – Standard profiles

Answer 2 – System administrator profile

Answer 3 – Permission sets

Answer 4 – Delegated administration

Answer 5 – User records

Answer 6 – Password policies

Summary

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)

Time

URL

Dependent picklists

Building relationship fields

Lookup relationship options

Clear the value of this field

Don't allow deletion of the lookup record that's part of a lookup relationship

Delete this record also

Master-detail relationship options

Selecting the sharing setting

The Allow reparenting option

Lookup filters

Custom labels

Custom settings

Custom metadata types

Building formulas

Basic formulas

Advanced formulas

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

Lightning platform 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

Question 8 – Field history tracking

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

Answer 8 – Field history tracking

Summary

Section 2: Managing Data in Salesforce

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 (OWD)

OWD access level actions

Public Full Access

Public Read/Write/Transfer

Public Read/Write

Public Read Only

Private

Price Book OWD sharing settings

Granting Access Using Hierarchies

Controlled by Parent

External OWD for sharing

Effects of modifying the 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

OWD and sharing rules

Sharing rules

Account sharing rules

Account territory sharing rules

Campaign sharing rules

Case sharing rules

Contact sharing rules

Data privacy sharing rules

Lead sharing rules

Opportunity sharing rules

Order 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 – OWD

Question 2 – Extending record-level access

Question 3 – Queues

Question 4 – Record-level access

Question 5 – Role Hierarchy

Question 6 – Criteria-based sharing rules

Answers

Answer 1 – OWD

Answer 2 – Extending record-level access

Answer 3 – Queues

Answer 4 – Record-level access

Answer 5 – Role Hierarchy

Answer 6 – Criteria-based sharing rules

Summary

Managing Data in Salesforce CRM

Data storage utilization

Updating mass data

Recycle Bin

Data quality

Data validation rules

Field description section

Error condition formula section

Error message section

Dependent picklists

Dependent and controlling picklists

Picklist restrictions and limitations

Managing duplicate data

Matching rules

Matching criteria

Duplicate rules

Record-level security

Actions

Matching rules

Conditions

Notifying users when the duplicate rule action is set to blocked

Notifying users when the duplicate rule action is set to allow

Duplicate record sets

Duplicate error logs

An overview of data import and export utilities

Data Import Wizard

Choosing data – what kind of data are you importing?

Choosing data – what do you want to do?

Choosing data – where is your data located?

Edit mapping

Starting an import

Data import link for specified objects

Data Loader

Comparing the Data Loader and Data Import Wizard

Exporting backup data

Data protection and privacy

Individual

Questions to test your knowledge

Questions

Question 1 – data validation rules

Question 2 – dependent picklists

Question 3 – Data Import Wizard

Question 4 – Data Import Wizard features

Question 5 – comparing the Data Loader and import wizards

Question 6 – Recycle Bin

Answers

Answer 1 – data validation rules

Answer 2 – dependent picklists

Answer 3 – Data Import Wizard

Answer 4 – Data Import Wizard features

Answer 5 – comparing the Data Loader and import wizards 

Answer 6 – Recycle Bin

Summary

Generating Data Analytics with Reports and Dashboards

Reports

Report and dashboard folders

Creating new report and dashboard folders

Keeping favorite report folders in view

Enhanced sharing for reports and dashboards

Creating reports

Standard report types

Administrative reports

Hiding standard report types

Custom report types

Creating custom report types

Configuring custom report types

Step 1. Defining the CustomReportType template

Step 2. Defining report records set

Edit layout

Running reports

Printing and exporting reports

Scheduling reports

The running user

Emailing user(s)

The schedule time

Subscribing to 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

Setting up dashboards

Customizing dashboards

Setting the running user

Column level controls

Component level controls

Setting dashboard properties

Deleting dashboards

Questions to test your knowledge

Questions

Question 1 – report notifications

Question 2 – report formats

Question 3 – groupings

Question 4 – conditional highlighting

Question 5 – dashboard components

Question 6 – dynamic dashboards

Answers

Answer 1 – report notifications

Answer 2 – report formats

Answer 3 – groupings

Answer 4 – conditional highlighting

Answer 5 – dashboard components

Answer 6 – dynamic dashboards

Summary

Section 3: Business Processes, Cloud Development, and Lightning Experience

Implementing Business Processes in Salesforce CRM

Workflow rules and approval processes

Workflow and approval actions

Configuring email alerts for workflow rules and approval processes

Organization-wide email 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

The run this rule if the following formula evaluates to true option

Specifying the workflow actions

Immediate workflow actions

Adding immediate workflow actions

Time-dependent workflow actions

Adding time-dependent workflow actions

Activating the workflow rule

Workflow rule considerations

Monitoring the workflow queue

Approval processes

Approval process checklist

Approvals in Chatter

Approvals in Chatter checklists

Configuring approval processes

Choosing an approval process wizard

Jump start wizard

Standard setup wizard

Email approval responses

Creating approval steps

Measuring and refining

Process visualizers

Visual Workflow

Configuring Visual Workflow

Cloud 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

Lightning Process Builder

Creating new processes

The Conditions are met option

The Formula evaluates to true option

The No criteria-just execute the actions! option

Comparison of workflow-automation tools

Feature comparison of workflow-automation tools

Action 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 rejecting approval processes

Question 6 – During approval processes

Question 7 – Flow automation

Question 8 – Process Builder automation

Question 9 – Automation tools

Answers

Answer 1 – Workflow automation

Answer 2 – Workflow processes

Answer 3 – Time-dependent workflow

Answer 4 – Initiating approval processes

Answer 6 – During approval processes

Answer 7 – Flow automation

Answer 8 – Process Builder automation

Answer 9 – Automation Tools

Summary

Core Business Functionality in Salesforce CRM

Functional overview of Salesforce CRM

Marketing automation

Sales automation

Customer service and support automation

Business collaboration

Salesforce CRM record life cycle

Marketing automation

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 contact and lead 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 processes

Creating leads in Salesforce CRM

Creating lead records within the application

Manually creating leads with Web-to-Lead

Manually importing multiple leads

Lead queue

Creating and adding users to a lead queue

Lead-assignment rules

Lead conversion

Lead-conversion field mappings

Salesforce automation

Account management

Contact management

Activity management

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

Business collaboration

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

Influence

Chatter Email Settings

Email notifications

Salesforce CRM Content

Salesforce CRM Content's primary features

Libraries

Contributing content

Changing content

Private Libraries

Searching for content

Content details

Previewing content

Subscribing to content

Feedback and Comments

Downloading content

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

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

Introducing Visualforce

Visualforce pages

Creating a Visualforce page

Visualforce pages setup page

Visualforce development mode

Advanced user details

Automatic creation of new Visualforce pages

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 Data 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

Administrating the Mobile Features of Salesforce CRM

Accessing Salesforce mobile solutions

SalesforceA

Supported devices for SalesforceA

The mobile Salesforce app

Supported devices for the mobile browser app

Controlling access to the mobile browser app

Supported devices for the Salesforce downloadable apps

Controlling access to the Salesforce downloadable apps

Salesforce app branding

Salesforce mobile data availability

Salesforce app navigation

Smart Search Items option

Salesforce mobile app notifications

In-app notifications

Push notifications

Salesforce app offline

Mobile dashboards

Salesforce mobile app versus the full Salesforce site

Salesforce mobile wizard

Testing Salesforce mobile using a desktop browser

Questions to test your knowledge

Questions

Question 1 – Salesforce mobile app access

Question 2 – Salesforce downloadable apps

Answers

Answer 1 – Salesforce mobile app access

Answer 2 – Salesforce downloadable apps

Summary

Lightning Experience

Introduction to Lightning Experience

Lightning Component framework

Lightning components

Lightning App Builder

Lightning components AppExchange section

Differences between Lightning Experience and Salesforce Classic

General functional feature gaps

Benefits of migrating to Lightning Experience

Assessing the impact of the transition to Lightning Experience

Resources to help assess the impact of migration

Impact assessment using the Lightning Experience Migration Assistant

Impact assessment using the Lightning Experience Configuration Converter

Planning the transition to Lightning Experience

Business process considerations

Technical considerations

Implementing the transition to Lightning Experience

Using the Lightning Experience Migration Assistant

Set Up Users

Turn It On

Questions to test your knowledge

Questions

Question 1 – Differences between Lightning Experience and Salesforce Classic

Question 2 – Assessing the impact of transitioning to Lightning Experience

Question 3 – Implementing the transition to Lightning Experience

Answers

Answer 1 – Differences between Lightning Experience and Salesforce Classic

Answer 2 – Assessing the impact of transitioning to Lightning Experience

Answer 3 – Implementing the transition to Lightning Experience

Summary

Einstein Analytics

Introduction to Einstein Analytics

Comparing Einstein Analytics and classic Salesforce reports and dashboards

How to gain developer access to Einstein Analytics

Options for accessing Einstein Analytics

Browser and mobile app considerations for Einstein Analytics

Launching Analytics Studio from within Salesforce CRM

Selecting the Analytics tab in Salesforce CRM

Key differences between Einstein Analytics access methods

Menu options and features in Analytics Studio

Apps

My Private App

Running an app

Dashboards

Lenses

Datasets

Questions to test your knowledge

Questions

Question 1 – Differences between Einstein Analytics and Salesforce reports and dashboards

Question 2 – Analytics tab in Salesforce CRM

Question 3 – Analytics Studio

Answers

Answer 1 – Differences between Einstein Analytics and Salesforce reports and dashboards

Answer 2 – Analytics tab in Salesforce CRM

Answer 3 – Analytics Studio

Summary

Section 4: Salesforce CRM Certification

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 Administrator Certification practice test

The Salesforce Certified Administrator study guide

Using the Salesforce Certified Administrator study guide

Questions

Answers to the questions

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

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Preface

Salesforce's industry-leading Customer Relationship Management (CRM) application is designed to transform your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily acquire deep knowledge of the platform. 

The book begins by guiding you through setting up users and the security settings and then moves on to configuration, data management, and data analytics. Process automation and approval mechanisms are covered next, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book details Salesforce CRM system administration in a practical way and is an invaluable reference for both new administrators and experienced professionals. You'll also be taken through the techniques to further enhance your system and improve your return on investment. Salesforce mobile apps and mobile administration is covered, along with Salesforce Adoption Manager. You'll be taken through Lightning Experience, Salesforce's new app, along with how the two versions compare and the facilities that help manage the transition from Salesforce Classic to Lightning Experience.

By the end of the book, you will have mastered the techniques to configure and control the various organization-wide user interface features in Salesforce CRM.

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 new administrator or a more experienced professional, this book will enhance your knowledge and understanding of the features of Salesforce CRM.

What this book covers

Chapter 1, Setting Up Salesforce CRM and the 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 your system to suit the way information is used within your organization through the use of objects and fields, and provides a look at custom field governance.

Chapter 4, Securing Access to Data and Data Validation, looks in detail at the data access security models in Salesforce CRM and the multiple levels at which data access and security can be applied at the organization level, the object level, the field level, and the 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 in Salesforce for automating business workflow and approval mechanisms to automate, improve quality, and generate high-value processes within your organization.

Chapter 8, Core Business Functionality in 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, Lightning Experience, covers Lightning Experience, which is Salesforce's new app that has been developed with a modern user interface and has been designed to replace the existing Classic version. In this chapter, we look at the how the two versions compare and the facilities to help manage the transition from Salesforce Classic to Lightning Experience.

Chapter 12, Einstein Analytics, provides an introduction to Einstein Analytics and looks at some of the key features and benefits that you can use to harness this new wave of advanced reporting that exists within the Salesforce ecosystem.

Chapter 13, 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.

To get the most out of this book

To get the most out of this book, refer to it prior to and during system administration changes to Salesforce CRM. Prerequisites for system administration of Salesforce CRM include a computer with an internet connection and one of these supported browsers—Google® Chrome™, Microsoft® Edge®, 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 privileges.

Download the color images

We also provide a PDF file that has color images of the screenshots/diagrams used in this book. You can download it here: https://www.packtpub.com/sites/default/files/downloads/9781789619782_ColorImages.pdf.

Conventions used

There are a number of text conventions used throughout this book.

CodeInText: Indicates code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles. Here is an example: As an example, in this scenario, Mike is the owner of the account record called WidgetsXYZ and Mike reports to Julia.

A block of code is set as follows:

Sales Tax (Percent) = 

IF(TEXT(Account.Market__c) = US, 

IF(TEXT(Account.State__c) = California, 0.0925, 

IF(TEXT(Account.State__c) = Nevada, 0.081, 

IF(TEXT(Account.State__c) = Utah, 0.0835, 0) )) 

, 0)

When we wish to draw your attention to a particular part of a code block, the relevant lines or items are set in bold:

Sales Tax (Percent) = 

IF(TEXT(

Account.Market__c

) = US, 

IF(TEXT(Account.State__c) = California, 0.0925, 

IF(TEXT(Account.State__c) = Nevada, 0.081, 

IF(TEXT(Account.State__c) = Utah, 0.0835, 0) )) 

, 0)

Bold: Indicates a new term, an important word, or words that you see onscreen. For example, words in menus or dialog boxes appear in the text like this. Here is an example: "There are two classic themes, namely, Classic 2005 and Classic 2010, and there is the new theme called Lightning Experience."

Warnings or important notes appear like this.

Tips and tricks appear like this.

Get in touch

Feedback from our readers is always welcome.

General feedback: If you have questions about any aspect of this book, mention the book title in the subject of your message and email us at [e-mail].

Errata: Although we have taken every care to ensure the accuracy of our content, mistakes do happen. If you have found a mistake in this book, we would be grateful if you would report this to us. Please visit www.packt.com/submit-errata, selecting your book, clicking on the Errata Submission Form link, and entering the details.

Piracy: If you come across any illegal copies of our works in any form on the Internet, we would be grateful if you would provide us with the location address or website name. Please contact us at [e-mail] with a link to the material.

If you are interested in becoming an author: If there is a topic that you have expertise in and you are interested in either writing or contributing to a book, please visit authors.packtpub.com.

Reviews

Please leave a review. Once you have read and used this book, why not leave a review on the site that you purchased it from? Potential readers can then see and use your unbiased opinion to make purchase decisions, we at Packt can understand what you think about our products, and our authors can see your feedback on their book. Thank you!

For more information about Packt, please visit packt.com.

Section 1: Getting Started with Salesforce CRM

In this section, we will look at the options for establishing a profile for your company and a user and the organization-wide UI settings within Salesforce CRM. We will describe the settings within the setup menu, and we will outline the mechanisms available for searching records, record sharing, and storage.

This section contains the following chapters:

Chapter 1, Setting Up Salesforce CRM and the Company Profile

Chapter 2, Managing Users and Controlling System Access

Chapter 3, Configuring Objects and Apps

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 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 users' access to the Salesforce CRM (short for Customer Relationship Management) 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, can be managed. You will also be shown how to find your way around the Salesforce setup menu and be introduced to the settings available for organization-wide customizing 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 UI, 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 Salesforce CRM system administration.

In this chapter, we will cover the following topics:

The Salesforce setup menu

Setting up the company profile

User login and authorization

The User Interface (UI)

Search overview and settings

Data protection and privacy

Questions to test your knowledge

To start with, we will look at the location and features of the Salesforce setup menu.

The Salesforce setup menu

There are two alternative ways to access the Salesforce setup menu in Salesforce CRM, and these are controlled by the user interface settings for the organization.

One way to access the Salesforce setup menu is by directly clicking the Setup link in the top-right corner of the screen, as shown in the following screenshot:

The other way to access the Salesforce setup menu, if the Setup link is not present in the top-right corner of the screen, is by first clicking on your name and then clicking on the Setup option in the drop-down list, as shown in the following screenshot:

This setting is controlled by the Enable Improved Setup User Interface setting, which, when set, provides the direct Setup link at the top right of the screen. This and other setup options that control the user interface are covered later in this chapter.

As a system administrator, you will use the Setup menu so frequently that it is recommended that you enable the Improved Setup User Interface, which results in the direct Setup link being shown in the top-right corner of the screen.

The Improved Setup User Interface setting is activated by default for all new instances. Existing Salesforce instance admins should be aware that this user interface setting determines how everyone in your organization accesses the Setup menu.

When describing any setup steps within this book, we will begin the navigation path from Setup. For example, to enable Improved Setup User Interface, we will present the navigation path as Setup | Customize | User Interface | Enable Improved Setup User Interface.

The Setup menu is positioned on the left-hand side of the Salesforce screen. Clicking the menu option text (or the [>] icon to the left of a menu option) expands the menu, where you can then select the required menu item link, as shown in the following screenshot for the Setup | Manage Users | Users setup page:

Clicking the down arrow icon to the left of the expanded menu option collapses the menu option. You can also expand or collapse all the menu options by clicking the Expand All | Collapse All links, as shown in the following screenshot:

To quickly find a setup