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.

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Table of Contents (19 chapters)
Preface
Preface
Who this book is for
What this book covers
To get the most out of this book
Get in touch
Free Chapter
1
Section 1: Getting Started with Salesforce CRM
Section 1: Getting Started with Salesforce CRM
2
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
Summary
3
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
Caching
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
Redirections
Session security levels
Logout page settings
New User Email
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
Summary
4
Configuring Objects and Apps
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
Custom labels
Custom settings
Custom metadata types
Building formulas
Basic formulas
Advanced formulas
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
5
Section 2: Managing Data in Salesforce
Section 2: Managing Data in Salesforce
6
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)
Role hierarchy
OWD and sharing rules
Manual sharing rules
Questions to test your knowledge
Summary
7
Managing Data in Salesforce CRM
Managing Data in Salesforce CRM
Data storage utilization
Data quality
Managing duplicate data
An overview of data import and export utilities
Data protection and privacy
Questions to test your knowledge
Summary
8
Generating Data Analytics with Reports and Dashboards
Generating Data Analytics with Reports and Dashboards
Reports
Custom summary formulas
Dashboards
Questions to test your knowledge
Summary
9
Section 3: Business Processes, Cloud Development, and Lightning Experience
Section 3: Business Processes, Cloud Development, and Lightning Experience
10
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
Summary
11
Core Business Functionality in Salesforce CRM
Core Business Functionality in Salesforce CRM
Functional overview of Salesforce CRM
Marketing automation
Salesforce automation
Service Cloud
Business collaboration
Questions to test your knowledge
Summary
12
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
User adoption
Questions to test your knowledge
Summary
13
Administrating the Mobile Features of Salesforce CRM
Administrating the Mobile Features of Salesforce CRM
Accessing Salesforce mobile solutions
SalesforceA
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
Summary
14
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
Summary
15
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
Summary
16
Section 4: Salesforce CRM Certification
Section 4: Salesforce CRM Certification
17
Studying for the Certified Administrator Exam
Studying for the Certified Administrator Exam
Overview of the Salesforce Certified Administrator exam
Questions
Answers to the questions
Registering for the Salesforce Certified Administrator exam
Summary
18
Other Books You May Enjoy
Other Books You May Enjoy
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Other Books You May Enjoy

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