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  • Book Overview & Buying Salesforce CRM - The Definitive Admin Handbook
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Salesforce CRM - The Definitive Admin Handbook

Salesforce CRM - The Definitive Admin Handbook - Fourth Edition

By : Paul Goodey
3 (6)
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Salesforce CRM - The Definitive Admin Handbook

Salesforce CRM - The Definitive Admin Handbook

3 (6)
By: Paul Goodey
Buy this Book

Overview of this book

Salesforce CRM’s Winter ’17 release offers a host of new features for CRM 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 progresses to configuration, data management, and data analytics. We swiftly move on to the setting up of organization wide features that affect the look and feel of the application. 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. At the end of the book, techniques to further enhance the system and improve the return on investment Salesforce mobile apps and mobile administration are covered, along with Salesforce Adoption Manager. Every chapter is complete with a section containing example questions of the type that you might encounter in the certification examination.
Table of Contents (12 chapters)
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Preface
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Preface
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What this book covers
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What you need for this book
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Who this book is for
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Conventions
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Reader feedback
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Customer support
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1
1. Setting up Salesforce CRM and the Company Profile
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1. Setting up Salesforce CRM and the Company Profile
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The Salesforce Setup menu
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User login and authorization
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Establishing your company profile within Salesforce
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User interface and supported browsers
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Questions to test your knowledge
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Summary
2
2. Managing Users and Controlling System Access
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2. Managing Users and Controlling System Access
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Introduction to record ownership, profiles, and sharing
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Profile and permission sets summary
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Managing users in Salesforce CRM
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Viewing and editing user information
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Freezing user accounts
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Password management
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Controlling system access
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Session management
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Session timeout
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Caching
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Identity verification
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Cross-Site Request Forgery (CSRF) protection
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Content Security Policy protection
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Session security levels
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Logout page settings
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Logging in as another user
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Creating a guide to help users grant login access to you
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Creating custom user fields
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Salesforce.com Health Check
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Questions to test your knowledge
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Summary
3
3. Configuring Objects and Apps
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3. Configuring Objects and Apps
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The relationship between a profile and the features that it controls
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Objects
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Fields
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Object relationships
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Apps
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Tabs
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Renaming labels for standard tabs, standard objects, and standard fields
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Creating custom objects
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Object Limits
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Creating custom object relationships
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Creating custom fields
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Dependent picklists
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Building relationship fields
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Lookup relationship options
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Master-detail relationship options
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Lookup filters
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Building formulas
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Basic formula
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Advanced formula
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Building formulas - best practices
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Building formula text and compiled character size limits
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Custom field governance
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Page layouts
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Feed-based page layouts
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Record types
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Related lists
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List views
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Questions to test your knowledge
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Summary
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4. Securing Access to Data and Data Validation
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4. Securing Access to Data and Data Validation
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Levels of data access and security
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The data access security model
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Organization-Wide Defaults
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Role hierarchy
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Organization-wide defaults and sharing rules
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Sharing rules
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Manual sharing rules
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Questions to test your knowledge
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Summary
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5. Managing Data in Salesforce CRM
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5. Managing Data in Salesforce CRM
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Data quality
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An overview of data import and export utilities
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Data Loader
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Best practices for mass data updating
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Export backup data
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Recycle Bin
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Data storage utilization
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Questions to test your knowledge
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Summary
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6. Generating Data Analytics with Reports and Dashboards
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6. Generating Data Analytics with Reports and Dashboards
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Reports
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Groupings
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Custom summary formulas
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Bucket fields
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Changing the Report format
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Dashboards
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Questions to test your knowledge
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Summary
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7. Implementing Business Processes in Salesforce CRM
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7. Implementing Business Processes in Salesforce CRM
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Workflow rules and approval processes
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Configuring workflow rules
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Approval process
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Configuring approval processes
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Visual Workflow
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Introduction to Lightning Process Builder
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Questions to test your knowledge
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Summary
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8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM
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8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM
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Functional overview of Salesforce CRM
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Marketing administration
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Salesforce automation
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Service cloud
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Salesforce Chatter
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Questions to test your knowledge
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Summary
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9. Extending and Enhancing Salesforce CRM
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9. Extending and Enhancing Salesforce CRM
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Salesforce AppExchange Marketplace
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Enterprise mashups in web applications
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Mashups in Salesforce CRM
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Introduction to Visualforce
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Change management overview
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User adoption
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Questions to test your knowledge
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Summary
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10. Administrating the Mobile Features of Salesforce CRM
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10. Administrating the Mobile Features of Salesforce CRM
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Accessing Salesforce mobile solutions
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Salesforce mobile products overview
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Mobile Dashboards
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Salesforce Adoption Manager
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Questions to test your knowledge
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Summary
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11. Studying for the Certified Administrator Exam
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11. Studying for the Certified Administrator Exam
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Overview of the Salesforce Certified Administrator exam
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Summary

Apps

An app in Salesforce is a container for all the objects, tabs, processes, and services associated with a business function.

There are standard and custom apps that are accessed using the App menu located at the top-right corner of the Salesforce page, as shown in the following screenshot:

When users select an app from the App menu, their screen changes to present the objects associated with that app. For example, when switching from an app that contains the Campaign tab to one that does not, the Campaign tab no longer appears. This feature is applied to both standard and custom apps.

Standard apps

Salesforce provides standard apps such as Call Center, Community, Content, Marketing, Sales, Salesforce Chatter, and Site.com.

Custom apps

A custom app can optionally include a custom logo. Both standard and custom apps consist of a name, a description, and an ordered list of tabs.

Subtab apps

A Subtab app is used to specify the tabs that appear on the Chatter profile page. Subtab apps can include...

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Salesforce CRM - The Definitive Admin Handbook
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