Browse Library
Sign In Start Free Trial
Close icon Search icon
Account
Browse Library Advanced Search Sign In Start Free Trial

Add to playlist

Create a Playlist

Modal Close icon
You need to login to use this feature.
  • Mastering Salesforce CRM Administration
  • Toc
  • feedback
Mastering Salesforce CRM Administration

Mastering Salesforce CRM Administration

By : Gupta
3.1 (8)
close
Mastering Salesforce CRM Administration

Mastering Salesforce CRM Administration

3.1 (8)
By: Gupta

Overview of this book

The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization’s Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce.
Table of Contents (13 chapters)
close
close
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
1. A Deep Dive into the Salesforce Lightning Experience
chevron up
1. A Deep Dive into the Salesforce Lightning Experience
Getting started with Lightning Experience
Salesforce Lightning Editions
Creating a Salesforce developer account
Enabling the Lightning Experience for users
The Lightning Experience for end users
Types of objects and fields in Salesforce
Types of relationship in Salesforce
A few points to remember
Test your knowledge
Summary
2
2. Security Settings in Salesforce
2. Security Settings in Salesforce
Company Information setup
The fiscal year and its customization
Secure organization data using OWD
Role hierarchy
Sharing rule
Profiles
Permission sets
Field-level security
Viewing Setup and Audit Trail
A few points to remember
Test your knowledge
Summary
3
3. Territory Management
3. Territory Management
Introduction to Territory Management
Difference between role hierarchy and territory hierarchy
Difference between Territory Management and Enterprise Territory Management
Enterprise Territory Management key concepts
Configuring Enterprise Territory Management
A few points to remember
Test your knowledge
Summary
4
4. Extending Salesforce with Custom Objects and Applications
4. Extending Salesforce with Custom Objects and Applications
Creating custom objects
Creating custom fields
Creating custom tabs
Creating Lightning apps
Creating Lightning record pages
Improving the data quality
A few points to remember
Test your knowledge
Summary
5
5. Getting More Value from Sales Cloud
5. Getting More Value from Sales Cloud
Campaign management
Lead management
Account management
Contact management
Managing product and price books
Opportunity management
Quote management
Collaborative forecasts
A few points to remember
Test your knowledge
Summary
6
6. Increasing Service Agent Productivity by Using Service Cloud
6. Increasing Service Agent Productivity by Using Service Cloud
Case management
Escalation rule
Entitlement management
Knowledge management
Live agent
A few points to remember
Test your knowledge
Summary
7
7. Optimizing Business Processes with Visual Workflow and Approval Processes
7. Optimizing Business Processes with Visual Workflow and Approval Processes
Business problems
Benefits of Visual Workflow
Overview of the Visual Workflow life cycle
Overview of Cloud Flow Designer
Overview of Visual Workflow building blocks
Creating a calculator to display the summation of two numbers
Approval process
A few points to remember
Summary
8
8. Automating Complex Business Processes
8. Automating Complex Business Processes
Process Builder overview
Difference between Process Builder and other tools
Creating applications with Process Builder
Time-dependent actions from Process Builder
A few points to remember
Summary
9
9. Analyzing Productivity with Reports and Dashboards
9. Analyzing Productivity with Reports and Dashboards
Understanding report types
Different types of report formats
Categorizing report data with bucketing
Dashboard component and its types
Reporting snapshot
A few points to remember
Test your knowledge
Summary
10
10. E-mail and Mobile Administration
10. E-mail and Mobile Administration
Deliverability
Compliance BCC e-mail
E-mail to Salesforce
Overview of the SalesforceA mobile application
Overview of the Salesforce Authenticator application
Overview of the Salesforce1 mobile application
A few points to remember
Test your knowledge
Summary
11
11. Different Ways of Deploying an Application between Environments
11. Different Ways of Deploying an Application between Environments
Deploying using change sets
Deploying using Force.com IDE
Deploying using packages
Deploy using Force.com Migration Tool
A few points to remember
Test your knowledge
Summary
12
12. Basics of Apex and Visualforce Page
12. Basics of Apex and Visualforce Page
Introducing Apex
Introducing a Visualforce page
A few points to remember
Test your knowledge
Summary

Salesforce Lightning Editions

With its Summer'16 release, Salesforce announced the Lightning Editions of Sales Cloud and Service Cloud. The Lightning Editions are a completely reimagined packaging of Sales Cloud and Service Cloud, which offer additional functionality to their customers and increased productivity with a relatively small increase in cost.

Sales Cloud Lightning Editions

Sales Cloud is a product designed to automate your sales process. By implementing this, an organization can boost its sales process. It includes Campaign, Lead, Account, Contact, Opportunity, Report, Dashboard, and many other features as well, which we will discuss in Chapter 5, Getting More Value from Sales Cloud. Salesforce offers various Sales Cloud editions, and as per business needs, an organization can buy any of these different editions, which are shown in the following image:

Sales Cloud Lightning Editions

Let's take a closer look at the three Sales Cloud Lightning Editions:

  • Lightning Professional: This edition is for small and medium enterprises (SMEs). It is designed for business needs where a full-featured CRM functionality is required. It provides the CRM functionality for marketing, sales, and service automation. Professional Edition is a perfect fit for small- to mid-sized businesses. After the Summer'16 release, in this edition, you can create a limited number of processes, record types, roles, profiles, and permission sets. For each Lightning Professional Edition license, organizations have to pay USD 75 per month.
  • Lightning Enterprise: This edition is for businesses with large and complex business requirements. It includes all the features available in the Professional Edition, plus it provides advanced customization capabilities to automate business processes and web service API access for integration with other systems. Enterprise Editions also include processes, workflow, approval process, visual workflow, profile, page layout, and custom app development. In addition, organizations also get the Salesforce Identity feature with this edition. For each Lightning Enterprise Edition license, organizations have to pay USD 150 per month.
  • Lightning Unlimited: This edition includes all Salesforce.com features for an entire enterprise. It provides all the features of Enterprise Edition and a new level of Platform flexibility for managing and sharing all of their information on demand. The key features of Salesforce.com Unlimited Edition (in addition to Enterprise features) are premier support, full mobile access, and increased storage limits. It also includes Work.com, Service Cloud, knowledge base, live agent chat, multiple sandboxes and unlimited custom app development. For each Lightning Unlimited Edition license, organizations have to pay USD 300 per month.

Note

While purchasing Salesforce.com licenses, organizations have to negotiate with Salesforce to get the maximum number of sandboxes. Salesforce edition prices are subjective to change. Latest information would always available on salesforce official site. To know more about these license types, please visit the Salesforce website at https://www.salesforce.com/sales-cloud/pricing/ .

Service Cloud Lightning Editions

Service Cloud helps your organization to streamline the customer service process. Users can access it anytime, anywhere, and from any device. It will help your organization to close a case faster. Service agents can connect with customers through the agent console, meaning agents can interact with customers through multiple channels. Customer can also implement Omni-channel to route a customer case to qualified and available support agent. Service Cloud includes case management, computer telephony integration (CTI), Service Cloud console, knowledge base, Salesforce communities, Salesforce Private AppExchange, premier+ success plan, report, and dashboards, with many other analytics features. We will discuss more about Service Cloud in Chapter 6 , Increasing Service Agent Productivity by Using Service Cloud.

The various Service Cloud Lightning Editions are shown in the following image:

Service Cloud Lightning Editions

Let's take a closer look at the three Service Cloud Lightning Editions:

  • Lightning Professional: This edition is for SMEs. It provides CRM functionality for customer support through various channels. It is a perfect fit for small- to mid-sized businesses. It includes features, such as case management, CTI integration, mobile access, solution management, content library, reports, and analytics, along with sales features such as opportunity management and forecasting. After the Summer'16 release, in this edition, you can create a limited number of processes, record types, roles, profiles, and permission sets. For each Lightning Professional Edition license, organizations have to pay USD 75 per month.
  • Lightning Enterprise: This edition is for businesses with large and complex business requirements. It includes all the features available in the Professional edition, plus it provides advanced customization capabilities to automate business processes and web service API access for integration with other systems. It also includes Service console, Service contract and entitlement management, workflow, visual workflow, approval process, web chat, offline access, and knowledge base. Organizations get Salesforce Identity feature with this edition. For each Lightning Enterprise Edition license, organizations have to pay USD 150 per month.
  • Lightning Unlimited: This edition includes all Salesforce.com features for an entire enterprise. It provides all the features of Enterprise Edition and a new level of platform flexibility for managing and sharing all of their information on demand. The key features of Salesforce.com Unlimited edition (in addition to the Enterprise features) are premier support, full mobile access, unlimited custom apps, and increased storage limits. It also includes Work.com, Service Cloud, knowledge base, live agent chat, multiple sandboxes, and unlimited custom app development. For each Lightning Unlimited Edition license, organizations have to pay USD 300 per month.

Note

While purchasing the licenses, organizations have to negotiate with Salesforce to get the maximum number of sandboxes. Salesforce edition prices are subjective to change. Latest information would always available on Salesforce official site. To know more about these license types, please visit the Salesforce website at https://www.salesforce.com/service-cloud/pricing/ .

End of Section 3
Next Section
bookmark search playlist font-size

Change the font size

margin-width

Change margin width

day-mode

Change background colour

Close icon Search
Country selected
Close icon Your notes and bookmarks

Delete Bookmark

Modal Close icon
Are you sure you want to delete it?
Cancel
Yes, Delete