7. Implementing Business Processes in Salesforce CRM | Salesforce CRM - The Definitive Admin Handbook

Sign In Start Free Trial

Book Overview & Buying
Table Of Contents
Feedback & Rating

Salesforce CRM - The Definitive Admin Handbook - Fourth Edition

By : Paul Goodey

3 (6)

Salesforce CRM - The Definitive Admin Handbook

3 (6)

By: Paul Goodey

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.

Preface

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Free Chapter

1. Setting up Salesforce CRM and the Company Profile

1. Setting up Salesforce CRM and the Company Profile

The Salesforce Setup menu

User login and authorization

Establishing your company profile within Salesforce

User interface and supported browsers

Questions to test your knowledge

Summary

2. Managing Users and Controlling System Access

2. Managing Users and Controlling System Access

Introduction to record ownership, profiles, and sharing

Profile and permission sets summary

Managing users in Salesforce CRM

Viewing and editing user information

Freezing user accounts

Password management

Controlling system access

Session management

Session timeout

Caching

Identity verification

Cross-Site Request Forgery (CSRF) protection

Content Security Policy protection

Session security levels

Logout page settings

Logging in as another user

Creating a guide to help users grant login access to you

Creating custom user fields

Salesforce.com Health Check

Questions to test your knowledge

Summary

3. Configuring Objects and Apps

3. Configuring Objects and Apps

The relationship between a profile and the features that it controls

Objects

Fields

Object relationships

Apps

Tabs

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

Creating custom objects

Object Limits

Creating custom object relationships

Creating custom fields

Dependent picklists

Building relationship fields

Lookup relationship options

Master-detail relationship options

Lookup filters

Building formulas

Basic formula

Advanced formula

Building formulas - best practices

Building formula text and compiled character size limits

Custom field governance

Page layouts

Feed-based page layouts

Record types

Related lists

List views

Questions to test your knowledge

Summary

4. Securing Access to Data and Data Validation

4. Securing Access to Data and Data Validation

Levels of data access and security

The data access security model

Organization-Wide Defaults

Role hierarchy

Organization-wide defaults and sharing rules

Sharing rules

Manual sharing rules

Questions to test your knowledge

Summary

5. Managing Data in Salesforce CRM

5. Managing Data in Salesforce CRM

Data quality

An overview of data import and export utilities

Data Loader

Best practices for mass data updating

Export backup data

Recycle Bin

Data storage utilization

Questions to test your knowledge

Summary

6. Generating Data Analytics with Reports and Dashboards

6. Generating Data Analytics with Reports and Dashboards

Reports

Groupings

Custom summary formulas

Bucket fields

Changing the Report format

Dashboards

Questions to test your knowledge

Summary

7. Implementing Business Processes in Salesforce CRM

7. Implementing Business Processes in Salesforce CRM

Workflow rules and approval processes

Configuring workflow rules

Approval process

Configuring approval processes

Visual Workflow

Introduction to Lightning Process Builder

Questions to test your knowledge

Summary

8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM

8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM

Functional overview of Salesforce CRM

Marketing administration

Salesforce automation

Service cloud

Salesforce Chatter

Questions to test your knowledge

Summary

9. Extending and Enhancing Salesforce CRM

9. Extending and Enhancing Salesforce CRM

Salesforce AppExchange Marketplace

Enterprise mashups in web applications

Mashups in Salesforce CRM

Introduction to Visualforce

Change management overview

User adoption

Questions to test your knowledge

Summary

10. Administrating the Mobile Features of Salesforce CRM

10. Administrating the Mobile Features of Salesforce CRM

Accessing Salesforce mobile solutions

Salesforce mobile products overview

Mobile Dashboards

Salesforce Adoption Manager

Questions to test your knowledge

Summary

11. Studying for the Certified Administrator Exam

11. Studying for the Certified Administrator Exam

Overview of the Salesforce Certified Administrator exam

Summary

Customer Reviews

3 (6)

5 star

0%

4 star

33.3%

3 star

50%

2 star

0%

1 star

16.7%

Configuring workflow rules

You can configure your organization's workflow by creating workflow rules. Each workflow rule consists of the following:

Criteria that cause the Salesforce CRM application to trigger the workflow rule
Actions that execute immediately when a record matches the criteria
Time-dependent actions that the Salesforce CRM application processes when a record matches the criteria, and executes according to the specified time triggers

The following table is an overview of the key aspects of configuring workflow rules in Salesforce CRM:

Rules	Actions	Users
Object	Criteria	E-mail alerts	Immediate	People
			Time-dependent
		Tasks	Immediate
			Time-dependent
		Field updates	Immediate	System
			Time-dependent
		Outbound messages	Immediate
			Time-dependent
Example workflow rule
Opportunity	Whenever an opportunity record is updated	E-mail Alert	Immediate	Account Owner

Tip

Create workflow actions ahead of workflow rules. Create actions and any...

Visually different images

CONTINUE READING

83

Tech Concepts

36

Programming languages

73

Tech Tools

Unlimited access to the largest independent learning library in tech of over 8,000 expert-authored tech books and videos.

Innovative learning tools, including AI book assistants, code context explainers, and text-to-speech.

50+ new titles added per month and exclusive early access to books as they are being written.

Salesforce CRM - The Definitive Admin Handbook

Search

Your notes and bookmarks