Salesforce CRM : the definitive admin handbook / Paul Goodey.

Format:

Book

Author/Creator:

Goodey, Paul.

Language:

English

Subjects (All):

Customer relations--Management--Data processing.

Customer relations.

Marketing--Management--Data processing.

Marketing.

Sales management--Data processing.

Sales management.

Salesforce (Online service).

Physical Description:

1 online resource (426 p.)

Edition:

2nd ed.

Place of Publication:

Birmingham, UK : Packt Pub., 2013.

Language Note:

English

Biography/History:

Goodey Paul: 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. GP Paul Goodey: 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.

Summary:

A practical guide which will help to discover how to setup and configure the Salesforce CRM application. It offers solutions and practical examples on how to further improve and maintain its functionality with clear systematic instructions. Being highly organized and compact, this book contains detailed instructions with screenshots, diagrams, and tips that clearly describe how you can administer and configure complex Salesforce CRM functionality with absolute ease.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 and by the end of the book, you should be ready to administer Salesforce CRM in a real-world environment.

Contents:

Intro

Salesforce CRM: The Definitive Admin Handbook Second Edition

Table of Contents

Credits

About the Author

About the Reviewers

www.PacktPub.com

Support files, eBooks, discount offers and more

Why Subscribe?

Free Access for Packt account holders

Instant Updates on New Packt Books

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Errata

Piracy

Questions

1. Organization Administration

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

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

My Domain

Language settings

User Interface settings

Enable Collapsible Sections

Show Quick Create

Enable Hover Details

Enable Related List Hover Links

Enable Separate Loading of Related Lists

Enable Inline Editing

Enable Enhanced Lists

Enable the New User Interface Theme

Enable Tab Bar Organizer

Enable Printable List Views.

Enable Spell Checker

Enable Spell Checker on tasks and events

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

Setup settings

Enable Enhanced Page Layout Editor

Enable Enhanced Profile List Views

Enable Enhanced Profile User Interface

Enable Custom Object Truncate

Advanced settings

Activate Extended Mail Merge

Always save Extended Mail Merge documents to the Documents tab

Search overview

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 Sidebar Search Autocomplete

Enable Single-Search-Result Shortcut

Number of Search Results Displayed Per Object

Lookup Settings

Enhanced lookups

Lookup Autocompletion

Summary

2. User Management in Salesforce CRM

Introduction to record ownership, profiles, and sharing

Record owner

Profiles and sharing

Profiles

Sharing

Roles

Permission sets

Creating Permission sets

Managing users in Salesforce CRM

Creating new users

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

Password management

Resetting passwords.

Expiring passwords

Password policies

User passwords expire in

Enforce password history

Minimum password length

Password complexity requirement

Password question requirement

Maximum invalid login attempts

Lockout effective period

Forgot Password or Locked Account Assistance

Message

Help link

API Only User settings

Logging in as another user

How-to guide to help users grant login access to you

Creating custom user fields

3. Configuration in Salesforce CRM

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

Tabs

Hiding and showing tabs

Standard tabs

Custom tabs

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

Creating custom objects

Object Limits

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

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

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

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

Milestone objects

Chatter

Page layouts

Creating and modifying a page layout

Record types

Creating a record type

Related lists

List views

Force.com Quick Access Menu

4. Data Management

Data access security model

Organization-wide sharing defaults (OWD)

OWD access level actions

Public Full Access (Campaigns only)

Public Read/Write/Transfer (Cases or Leads only)

Public Read/Write

Public Read Only

Private

No Access, View Only, or Use (Price Book only)

Granting access using hierarchies

Controlled by Parent

Granting users additional access

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

Custom object sharing rules

Groups

Public groups

Personal groups

Effects of adding or modifying sharing rules

Criteria-based sharing

Manual sharing rules

Queues

Sharing access diagram

Data validation

Data validation rules

Field description section

Error condition formula section

Error message section

Dependent and controlling picklists

Dependent picklist considerations

Controlling fields

Dependent fields

Standard picklist fields

Default values.

Converting fields

Field-level security

Importing data

Importing and exporting data

Import wizard

Data Loader

Data Loader and import wizards compared

Best practice for mass data updating

Weekly export

Field sets

Folders

Recycle Bin

Data storage utilization

5. Data Analytics with Reports and Dashboards

Reports

Report and Dashboard Folders

Creating reports

Standard report types

Administrative reports

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

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

Dashboard component types

Chart

Gauge

Metric

Table

Visualforce page

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

6. Implementing Business Processes in Salesforce CRM

Workflow rules and approval processes

Workflow and approval actions

Configuring e-mail alerts for workflow rules and approval processes

Organization-wide e-mail addresses.

Configuring tasks for workflow rules and approval processes.

Notes:

Includes index.

ISBN:

1-78217-053-7

OCLC:

857066407