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Salesforce CRM - The Definitive Admin Handbook

By : Paul Goodey GP, Goodey

3.6 (9)

Salesforce CRM - The Definitive Admin Handbook

3.6 (9)

By: Paul Goodey GP, 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

Preface

Who this book is for

What this book covers

To get the most out of this book

Get in touch

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

Summary

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

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

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)

Role hierarchy

OWD and sharing rules

Manual sharing rules

Questions to test your knowledge

Summary

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

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

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

Summary

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

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

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

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

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

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

Questions

Answers to the questions

Registering for the Salesforce Certified Administrator exam

Summary

Other Books You May Enjoy

Other Books You May Enjoy

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To get the most out of this book

To get the most out of this book, refer to it prior to and during system administration changes to Salesforce CRM. Prerequisites for system administration of Salesforce CRM include a computer with an internet connection and one of these supported browsers—Google® Chrome™, Microsoft® Edge®, 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 privileges.

Download the color images

We also provide a PDF file that has color images of the screenshots/diagrams used in this book. You can download it here: https://www.packtpub.com/sites/default/files/downloads/9781789619782_ColorImages.pdf.

Conventions used

There are a number of text conventions used throughout this book.

CodeInText: Indicates code words in text, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles. Here is an example: "As an example, in this scenario, Mike is the owner of the account record called WidgetsXYZ and Mike reports to Julia."

A block of code is set as follows:

Sales Tax (Percent) =  
IF(TEXT(Account.Market__c) = "US",  
IF(TEXT(Account.State__c) = "California", 0.0925,  
IF(TEXT(Account.State__c) = "Nevada", 0.081,  
IF(TEXT(Account.State__c) = "Utah", 0.0835, 0) ))  
, 0)

When we wish to draw your attention to a particular part of a code block, the relevant lines or items are set in bold:

Sales Tax (Percent) =  
IF(TEXT(Account.Market__c) = "US",  
IF(TEXT(Account.State__c) = "California", 0.0925,  
IF(TEXT(Account.State__c) = "Nevada", 0.081,  
IF(TEXT(Account.State__c) = "Utah", 0.0835, 0) ))  
, 0)

Bold: Indicates a new term, an important word, or words that you see onscreen. For example, words in menus or dialog boxes appear in the text like this. Here is an example: "There are two classic themes, namely, Classic 2005 and Classic 2010, and there is the new theme called Lightning Experience."

Warnings or important notes appear like this.

Tips and tricks appear like this.

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