Book Image

Mastering Salesforce CRM Administration

By : Rakesh Gupta
Book Image

Mastering Salesforce CRM Administration

By: Rakesh Gupta

Overview of this book

The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization’s Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce.

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Table of Contents (20 chapters)
Mastering Salesforce CRM Administration
Mastering Salesforce CRM Administration
Credits
Credits
Foreword
Foreword
About the Author
About the Author
About the Reviewers
About the Reviewers
www.PacktPub.com
www.PacktPub.com
Customer Feedback
Customer Feedback
Preface
Preface
Free Chapter
1
A Deep Dive into the Salesforce Lightning Experience
A Deep Dive into the Salesforce Lightning Experience
Getting started with Lightning Experience
Salesforce Lightning Editions
Creating a Salesforce developer account
Enabling the Lightning Experience for users
The Lightning Experience for end users
Types of objects and fields in Salesforce
Types of relationship in Salesforce
A few points to remember
Test your knowledge
Summary
2
Security Settings in Salesforce
Security Settings in Salesforce
Company Information setup
The fiscal year and its customization
Secure organization data using OWD
Role hierarchy
Sharing rule
Profiles
Permission sets
Field-level security
Viewing Setup and Audit Trail
A few points to remember
Test your knowledge
Summary
3
Territory Management
Territory Management
Introduction to Territory Management
Difference between role hierarchy and territory hierarchy
Difference between Territory Management and Enterprise Territory Management
Enterprise Territory Management key concepts
Configuring Enterprise Territory Management
A few points to remember
Test your knowledge
Summary
4
Extending Salesforce with Custom Objects and Applications
Extending Salesforce with Custom Objects and Applications
Creating custom objects
Creating custom fields
Creating custom tabs
Creating Lightning apps
Creating Lightning record pages
Improving the data quality
A few points to remember
Test your knowledge
Summary
5
Getting More Value from Sales Cloud
Getting More Value from Sales Cloud
Campaign management
Lead management
Account management
Contact management
Managing product and price books
Opportunity management
Quote management
Collaborative forecasts
A few points to remember
Test your knowledge
Summary
6
Increasing Service Agent Productivity by Using Service Cloud
Increasing Service Agent Productivity by Using Service Cloud
Case management
Escalation rule
Entitlement management
Knowledge management
Live agent
A few points to remember
Test your knowledge
Summary
7
Optimizing Business Processes with Visual Workflow and Approval Processes
Optimizing Business Processes with Visual Workflow and Approval Processes
Business problems
Benefits of Visual Workflow
Overview of the Visual Workflow life cycle
Overview of Cloud Flow Designer
Overview of Visual Workflow building blocks
Creating a calculator to display the summation of two numbers
Approval process
A few points to remember
Summary
8
Automating Complex Business Processes
Automating Complex Business Processes
Process Builder overview
Difference between Process Builder and other tools
Creating applications with Process Builder
Time-dependent actions from Process Builder
A few points to remember
Summary
9
Analyzing Productivity with Reports and Dashboards
Analyzing Productivity with Reports and Dashboards
Understanding report types
Different types of report formats
Categorizing report data with bucketing
Dashboard component and its types
Reporting snapshot
A few points to remember
Test your knowledge
Summary
10
E-mail and Mobile Administration
E-mail and Mobile Administration
Deliverability
Compliance BCC e-mail
E-mail to Salesforce
Overview of the SalesforceA mobile application
Overview of the Salesforce Authenticator application
Overview of the Salesforce1 mobile application
A few points to remember
Test your knowledge
Summary
11
Different Ways of Deploying an Application between Environments
Different Ways of Deploying an Application between Environments
Deploying using change sets
Deploying using Force.com IDE
Deploying using packages
Deploy using Force.com Migration Tool
A few points to remember
Test your knowledge
Summary
12
Basics of Apex and Visualforce Page
Basics of Apex and Visualforce Page
Introducing Apex
Introducing a Visualforce page
A few points to remember
Test your knowledge
Summary

Chapter 6. Increasing Service Agent Productivity by Using Service Cloud

In the previous chapters, we have discussed about Salesforce Sales Cloud. Sales Cloud is a product designed to automate business sales processes. By implementing Sales Cloud, you can boost your sales reps' productivity by allowing them to manage customers in a faster and simpler way. In this chapter, we will describe Service Cloud features in detail, such as case management, knowledge management, and entitlement management. In addition to this, we will also look at the way of setting up escalation rules in Salesforce. The following topics will be covered in this chapter:

  • Case management

  • Escalation rule

  • Entitlement management

  • Knowledge management

  • Live agent

Service Cloud is a product designed to automate support processes. By implementing Service Cloud, you can boost your support reps' productivity by allowing them to manage customers in a faster and simpler way, and it also helps reduce the organization's expenses in support...

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