As an industry-leading Customer Relationship Management (CRM) application, Salesforce CRM helps enterprises, big 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 to implement 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.
Chapter 1, Organization Administration, 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 system.
Chapter 2, User Management in Salesforce CRM, 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, Configuration in Salesforce CRM, 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, Data Management, looks in detail at the data access security models in Salesforce CRM and the mechanisms to control access, such as Organization-wide Sharing Defaults (OWD) and sharing mechanisms.
Chapter 5, Data Analytics with Reports and Dashboards, discusses and describes the analytics building blocks within Salesforce CRM.
Chapter 6, Implementing Business Processes in Salesforce CRM, discusses the various methods to automate business activities and approval mechanisms in order to align them with business processes.
Chapter 7, Salesforce CRM Functions, looks at the core functional areas within Salesforce CRM, such as Marketing Administration, Salesforce Automation, Customer Service, and Salesforce Chatter, and describes how you can administer and measure the process from campaign to customer and beyond.
Chapter 8, Extending Salesforce CRM, explains how Visualforce coding can be used to extend the standard page functionality in Salesforce CRM and provides an example walk-through of setting up an enterprise mash-up between a web utility and a Salesforce CRM Visualforce page.
Chapter 9, Best Practices for Enhancing Productivity, looks at methods to improve the experience of users in Salesforce CRM and the ways to measure user adoption. AppExchange Marketplace is covered along with best practices for app selection and a walk-through of the process of installing an app from AppExchange.
Chapter 10, Mobile Administration, describes how mobile devices have become commonplace in both the personal and professional lives of users, and covers the administration features of the mobile business solutions provided by Salesforce.
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.
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.
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 <apex:actionFunction> and <apex:actionStatus>."
A block of code is set as follows:
var address = "{!SUBSTITUTE(JSENCODE(Account.BillingStreet),'\r\n',' ')}, " + "{!Account.BillingCity}, " + "{!Account.BillingPostalCode}, " + "{!Account.BillingCountry}";New terms and important words are shown in bold. Words that you see on the screen, in menus or dialog boxes for example, appear in the text like this: "Navigate to the Accounts tab and select an existing account."
Feedback from our readers is always welcome. Let us know what you think about this book—what you liked or may have disliked. Reader feedback is important for us to develop titles that you really get the most out of.
To send us general feedback, simply send an e-mail to <[email protected]>, and mention the book title via the subject of your message.
If there is a topic that you have expertise in and you are interested in either writing or contributing to a book, see our author guide on www.packtpub.com/authors.
Now that you are the proud owner of a Packt book, we have a number of things to help you to get the most from your purchase.
You can download the example code files for all Packt books you have purchased from your account at http://www.packtpub.com. If you purchased this book elsewhere, you can visit http://www.packtpub.com/support and register to have the files e-mailed directly to you.
We also provide you with a PDF file that has color images of the screenshots/diagrams used in this book. The color images will help you better understand the changes in the output. You can download this file from: https://www.packtpub.com/sites/default/files/downloads/7562EN_ImageBundle.pdf.
Although we have taken every care to ensure the accuracy of our content, mistakes do happen. If you find a mistake in one of our books—maybe a mistake in the text or the code—we would be grateful if you would report this to us. By doing so, you can save other readers from frustration and help us improve subsequent versions of this book. If you find any errata, please report them by visiting http://www.packtpub.com/submit-errata, selecting your book, clicking on the errata submission form link, and entering the details of your errata. Once your errata are verified, your submission will be accepted and the errata will be uploaded on our website, or added to any list of existing errata, under the Errata section of that title.
To view the previously submitted errata, go to https://www.packtpub.com/books/content/support and enter the name of the book in the search field. The required information will appear under the Errata section.
Piracy of copyright material on the Internet is an ongoing problem across all media. At Packt, we take the protection of our copyright and licenses very seriously. If you come across any illegal copies of our works, in any form, on the Internet, please provide us with the location address or website name immediately so that we can pursue a remedy.
Please contact us at <[email protected]> with a link to the suspected pirated material.
We appreciate your help in protecting our authors, and our ability to bring you valuable content.
You can contact us at <[email protected]> if you are having a problem with any aspect of the book, and we will do our best to address it.