Book Image

Salesforce CRM - The Definitive Admin Handbook - Fifth Edition

By : Paul Goodey

Book Image

Salesforce CRM - The Definitive Admin Handbook - Fifth Edition

By: Paul Goodey

Overview of this book

Salesforce’s winter ’19 release offers a host of new features for CRM designed to meet your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily get a thorough understanding of the platform. This Salesforce handbook begins by guiding you in setting up users and security and then progresses to configuration, data management, and data analytics. You’ll discover process automation and approval mechanisms, while also exploring the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book covers Salesforce CRM system administration in a practical way, and it’ll serve as an invaluable reference for both new administrators and experienced professionals. Furthermore, you’ll also delve into Salesforce mobile apps and mobile administration, along with Salesforce Adoption Manager. You’ll gain insights into Lightning Experience, Salesforce's new app, and learn how its modern design and sleek interface helps you to build customizable components. Finally, we'll see how the two versions compare and help manage the transition from Salesforce Classic to Lightning Experience. By the end of the book, you will have mastered the techniques to configure and control various user interface features in Salesforce CRM.

Preface

Who this book is for

What this book covers

To get the most out of this book

Free Chapter

Section 1: Getting Started with Salesforce CRM

Section 1: Getting Started with Salesforce CRM

Setting Up Salesforce CRM and the Company Profile

Setting Up Salesforce CRM and the Company Profile

The Salesforce setup menu

Setting up the company profile

User login and authorization

The UI and supported browsers

Data protection and privacy

Questions to test your knowledge

Managing Users and Controlling System Access

Managing Users and Controlling System Access

Introducing record ownership, profiles, and sharing

Profile and permission sets summary

Managing users in Salesforce CRM

Viewing and editing user information

Freezing user accounts

Managing passwords

Controlling system access

Session management

Session timeout

Extended use of IE11 with Lightning Experience

Verifying identity

Cross-Site Request Forgery protection

Content Security Policy protection

Cross-Site Scripting protection

Content sniffing protection

Referrer URL protection

HSTS for sites and communities

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 health check

Questions to test your knowledge

Configuring Objects and Apps

Configuring Objects and Apps

The relationship between a profile and the features that it controls

Object relationships

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

Creating custom objects

Creating custom object relationships

Creating custom fields

Dependent picklists

Building relationship fields

Lookup relationship options

Master-detail relationship options

Custom settings

Custom metadata types

Building formulas

Advanced formulas

Building formulas – best practices

Building formula text and compiled character-size limits

Custom field governance

Feed-based page layouts

Questions to test your knowledge

Section 2: Managing Data in Salesforce

Section 2: Managing Data in Salesforce

Securing Access to Data and Data Validation

Securing Access to Data and Data Validation

Levels of data access and security

The data access security model

Organization-Wide Defaults (OWD)

OWD and sharing rules

Manual sharing rules

Questions to test your knowledge

Managing Data in Salesforce CRM

Managing Data in Salesforce CRM

Data storage utilization

Managing duplicate data

An overview of data import and export utilities

Data protection and privacy

Questions to test your knowledge

Generating Data Analytics with Reports and Dashboards

Generating Data Analytics with Reports and Dashboards

Custom summary formulas

Questions to test your knowledge

Section 3: Business Processes, Cloud Development, and Lightning Experience

Section 3: Business Processes, Cloud Development, and Lightning Experience

Implementing Business Processes in Salesforce CRM

Implementing Business Processes in Salesforce CRM

Workflow rules and approval processes

Configuring workflow rules

Approval processes

Configuring approval processes

Visual Workflow

Lightning Process Builder

Questions to test your knowledge

Core Business Functionality in Salesforce CRM

Core Business Functionality in Salesforce CRM

Functional overview of Salesforce CRM

Marketing automation

Salesforce automation

Business collaboration

Questions to test your knowledge

Extending and Enhancing Salesforce CRM

Extending and Enhancing Salesforce CRM

Salesforce AppExchange marketplace

Enterprise mashups in web applications

Mashups in Salesforce CRM

Introducing Visualforce

Change management overview

Questions to test your knowledge

Administrating the Mobile Features of Salesforce CRM

Administrating the Mobile Features of Salesforce CRM

Accessing Salesforce mobile solutions

The mobile Salesforce app

Salesforce mobile app versus the full Salesforce site

Salesforce mobile wizard

Testing Salesforce mobile using a desktop browser

Questions to test your knowledge

Lightning Experience

Lightning Experience

Introduction to Lightning Experience

Differences between Lightning Experience and Salesforce Classic

Benefits of migrating to Lightning Experience

Assessing the impact of the transition to Lightning Experience

Planning the transition to Lightning Experience

Implementing the transition to Lightning Experience

Questions to test your knowledge

Einstein Analytics

Einstein Analytics

Introduction to Einstein Analytics

Comparing Einstein Analytics and classic Salesforce reports and dashboards

How to gain developer access to Einstein Analytics

Options for accessing Einstein Analytics

Menu options and features in Analytics Studio

Questions to test your knowledge

Section 4: Salesforce CRM Certification

Section 4: Salesforce CRM Certification

Studying for the Certified Administrator Exam

Studying for the Certified Administrator Exam

Overview of the Salesforce Certified Administrator exam

Answers to the questions

Registering for the Salesforce Certified Administrator exam

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Salesforce mobile wizard

The Salesforce mobile wizard simplifies setting up the Salesforce mobile app. The wizard offers a visual tour of the key set-up steps and is useful if you are new to Salesforce or need to quickly setup the core Salesforce mobile settings.

The Salesforce mobile wizard guides you through setting up the following Salesforce mobile app configuration steps:

Choose which items appear in the navigation menu
Configure global actions
Create a contact custom compact layout
Optionally invite users to start using the Salesforce1 app

To access the Salesforce mobile wizard, click on Salesforce Mobile Quick Start located on the left sidebar section of the setup home page, as shown in the following screenshot:

Now, click Launch Quick Start Wizard, within the Salesforce Mobile Setup page, where you will be presented with the Welcome! screen, as shown in the following...