As an industry-leading Customer Relationship Management (CRM) application, Salesforce CRM helps enterprises, large 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 for implementing 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, Setting up Salesforce CRM and the Organization Company profile, 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 organization.
Chapter 2, Managing Users and Controlling System Access, 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, Configuring Objects and Apps, 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, Securing Access to Data Access and Data Validation, looks in detail at the data access security models in Salesforce CRM and the multiple levels where data access and security can be applied at organization level, object level, field level, and record level.
Chapter 5, Managing Data in Salesforce CRM, describes the features for improving data quality through the use of data validation rules and dependent fields and outlines the facilities that are available for importing and exporting data to and from Salesforce CRM.
Chapter 6, Generating Data Analytics with Reports and Dashboards, discusses the analytics building blocks that are available within the Salesforce system and details the creation and use of reports and dashboards.
Chapter 7, Implementing Business Processes in Salesforce CRM, looks at the features and functionality to automate business workflow and approval mechanisms to automate, improve quality, and generate high-value processes within your organization.
Chapter 8, Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM, describes the core functional areas within Salesforce CRM, that enables Sales teams, Marketing teams, and Service teams to succeed and collaborate.
Chapter 9, Extending and Enhancing Salesforce CRM, shows how the standard functionality in the system can be extended and enhanced and describes how advanced customization and additional functionality can be added internally and externally using third-party apps.
Chapter 10, Administrating the Mobile Features of Salesforce CRM, looks at how mobile devices, which have become commonplace in both the personal and professional lives of users, can be used in Salesforce CRM and describes the mobile solution offerings provided by Salesforce.
Chapter 11, Studying for the Certified Administrator Exam, describes the Salesforce Certified Administrator exam and looks at resources, such as the classroom based training course ADM-201, that are available to prepare for the exam and offers insight into the types of questions and suggested planning for the exam.
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.
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