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- Herausgeber: Packt Publishing
- Kategorie: Wissenschaft und neue Technologien
- Sprache: Englisch
Salesforce CRM is a market-leading customer relationship management (CRM) application that is accessed over the Internet. It is a proven system which helps to manage large volumes of information across an organization and also improves communication between departments for exceptional customer service. The CRM application is available for the management of sales projections and orders, marketing plans, knowledge management, service and support, partner relationships, and data analytics. The application greatly enhances a company's sales performance, improves customer satisfaction, and provides a robust customer relationship management system for an organization. For optimum performance of the system, there are a lot of things for you as the Salesforce administrator to know and tackle, but there isn't a single book which focuses on the administrative aspect of Salesforce CRM.
"Salesforce CRM Admin Cookbook" enables you to instantly extend and unleash the power of Salesforce CRM. It provides clear, comprehensive instructions along with detailed screenshots and code. Whether you are looking for solutions to enhance the core features or are looking for ideas for advanced customization techniques, this book will provide you with immediate, practical, and exciting real-world recipes.
This book provides practical, step-by-step instructions that cover the use of hidden features, advanced user interface techniques, solutions for process automation, and data and systems integration in detail.
This book guides you through interesting topics spanning a variety of functional areas. Recipes are provided that cover data quality and automation, approval and workflow processing, solutions to increase productivity, and the integration of Salesforce CRM with external tools and applications, such as Google and Microsoft Outlook.
"Salesforce CRM Admin Cookbook' provides practical, step-by-step instructions to deliver enhanced functionality and extend the power of Salesforce CRM.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 193
Veröffentlichungsjahr: 2013
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Table of Contents
Salesforce CRM Admin Cookbook
Salesforce CRM Admin Cookbook
Copyright © 2013 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
First published: March 2013
Production Reference: 1180313
Published by Packt Publishing Ltd.
Livery Place
35 Livery Street
Birmingham B3 2PB, UK.
ISBN 978-1-84968-424-8
www.packtpub.com
Cover Image by Artie Ng (<[email protected]>)
Credits
Author
Paul Goodey
Reviewers
Keir Bowden
Veturi JV Subramanyeswari
Acquisition Editor
Pramila Balan
Lead Technical Editor
Azharuddin Sheikh
Technical Editors
Vrinda Amberkar
Jalasha D'costa
Project Coordinator
Leena Purkait
Proofreaders
Stephen Silk
Bernadette Watkins
Indexer
Monica Ajmera Mehta
Production Coordinators
Aparna Bhagat
Arvindkumar Gupta
Cover Work
Aparna Bhagat
About the Author
Paul Goodey is the author of Salesforce CRM: The Definitive Admin Handbook by Packt Publishing.
He has over 15 years of experience in developing web technology solutions for companies of all sizes across a variety of industries, and has been building solutions with Salesforce CRM since 2006.
Paul has enjoyed a variety of roles while working with Salesforce CRM, having worked as a System Administrator, Developer, Business Analyst and Consultant to provide solutions for both in-house and consultancy-based end users.
Based in the UK, near London, Paul's professional qualifications include Salesforce.com Certified Developer DEV-401. In his spare time, he is a keen runner, having run several marathons and half-marathons since 2001.
Paul is a keen and active member of the salesforce.com administrator and developer online community and can be found at LinkedIn at http://www.linkedin.com/in/paulgoodey.
Acknowledgement
Writing this book has been fun and I have enjoyed the time I have spent working on the chapters. My family has been very supportive, as well as being a useful springboard for some of the ideas; it is only with their support and patience that I have been able to complete my part of this endeavor.
Many other people have helped in the creation of the book and I am grateful to them all. Here's my attempt to provide acknowledgment where it is rightly due.
First I'd like to thank the heroes at salesforce.com for providing such an amazing product. Salesforce CRM is one of the very few business applications that is so easy and fun to work with. The application just goes from strength to strength with each new release and the amount of innovation, new feature development, and added business value that it brings is simply outstanding.
Next I would very much like to thank the team at Packt Publishing who have successfully orchestrated the completed work. From the time when I was first approached, to the time of editing and coordinating the final reviews, the team has been extremely supportive and highly professional throughout the writing process.
I would like to thank all the many people who have contributed with ideas and code recipes. Instead of trying to name them all and risk not mentioning others, I would like to thank in general all the salesforce.com employees, professionals, and keen enthusiasts who help make the salesforce.com community such a productive and collaborative environment.
If you haven't participated in the salesforce.com online user communities such as: success.salesforce.com (where you can post questions or ideas); developer.force.com; LinkedIn salesforce.com user groups; and Twitter (look out for #salesforce and #askforce), I would strongly recommend them as they are a truly valuable place to exchange information.
Finally, I would like to thank YOU for purchasing the book. I sincerely hope you find it as enjoyable and useful to read as it has been to write!
About the Reviewers
A 25-year veteran of the IT industry, Keir Bowden has been working with Salesforce and the Force.com platform since late 2008 and holds all Salesforce.com certifications from Administrator through to Technical Architect. He is also a two-time Force.com MVP, frequent blogger on Apex and Visualforce solutions, and speaker at events such as Dreamforce and Cloudstock.
Keir is the Chief Technical Officer of BrightGen, a Salesforce.com Platinum Cloud Alliance Partner in the United Kingdom.
Sree (aka Veturi JV Subramanyeswari) is currently working as a Solution Architect at a well-known software consulting MNC in India. Prior to joining this company, she served few Indian MNCs, many startups, and R&D sectors in various roles such as programmer, tech lead, research assistant, architect, and so on. She has more than eight years of experience in web technologies covering media and entertainment, publishing, healthcare, enterprise architecture, manufacturing, public sector, defense communication, and gaming. She is also a well-known speaker who delivers talks on Drupal, Open Source, PHP, and Women in Technology, among other topics.
Sree has reviewed other tech books including:
I would like to thank my family and friends who supported me in completing my reviews on time with good quality.
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Preface
As an industry-leading customer relationship management (CRM) application, Salesforce CRM helps the enterprise to improve client relations. It greatly enhances sales performance and provides your business with a robust CRM system.
In order to achieve optimum performance and benefits from Salesforce CRM, there are many functional areas and techniques for you, as the Salesforce Administrator, to consider. This is the only cookbook-style publication that provides recipes which focus specifically on configuring and extending this powerful CRM system.
Salesforce CRM Admin Cookbook provides step-by-step instructions that enable you to instantly extend and unleash the power of Salesforce CRM. This practical cookbook contains recipes that are presented using clear and comprehensive instructions along with detailed screenshots, code, and comments.
Whether you are looking for solutions to enhance the core features or are looking for ideas for advanced customization techniques, this book will provide you with immediate, practical, and exciting real-world recipes.
What this book covers
Chapter 1, Working with Home Page Components and Custom Links, covers recipes that enhance and extend the features and functionality associated with the Salesforce home page by using Home Page Components along with HTML, CSS, and JavaScript code.
Chapter 2, Advanced User Interface, includes advanced techniques and solutions that can be used to enhance and override the native Salesforce user interface and add graphical elements by using images, HTML, CSS, JavaScript, and Visualforce.
Chapter 3, Exposing Hacks and Hidden Features, introduces recipes that modify the behavior of standard functionality and elements of Salesforce CRM (such as extending the year range selection on the calendar pop-up control) using HTML and JavaScript.
Chapter 4, Automating Salesforce CRM, provides standard Salesforce mechanisms that automate the Salesforce CRM system and helps to deliver best practice data management using Salesforce workflow and formulas.
Chapter 5, Improving Data Quality in Salesforce CRM, covers recipes that provide record validation and improve data quality using advanced Salesforce CRM validation rule mechanisms.
Chapter 6, Implementing Approval Processes, uses step-by-step instructions to describe the configuration of a complete approval process using the standard Salesforce CRM approval mechanism.
Chapter 7, Productivity Tools for Superusers and Advanced Administration, offers techniques and solutions to improve admin productivity (for example, when mass-deleting records) by using custom buttons, formulas, and Visualforce.
Chapter 8, Configuring and Installing Salesforce for Outlook E-mail Integration, provides complete step-by-step instructions for the configuration and installation of Outlook e-mail integration with the Salesforce CRM application.
Chapter 9, Integrating Salesforce CRM with External Online Tools, contains advanced recipes that add data and functionality from external online systems that are served within Salesforce CRM using HTML, CSS, JavaScript, and Visualforce.
What you need for this book
The pre-requisite for this book is a computer with an Internet connection with one of the following supported browsers: Microsoft Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari. You need either an Enterprise, Unlimited, or a Developer edition of Salesforce CRM along with System Administrator permission.
Who this book is for
This book is for Salesforce administrators and developers who want to quickly incorporate enhanced functionality and extend the power of Salesforce CRM. Whether you are a Salesforce novice or a more experienced admin, this book provides practical, step-by-step instructions in the use of hidden features, advanced user interface techniques, and solutions for process automation, plus data and systems integration.
Not only are standard Salesforce CRM features covered, such as workflow and approval processes, validation rules, and formula fields, but you will also be exposed to additional technologies including HTML, JavaScript, CSS, Apex, and Visualforce.
Conventions
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 are shown as follows: "Within this component we are using the <iframe> HTML tag which allows us to insert the rendered output of a specified Visualforce page."
A block of code is set as follows:
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 home page components setup page by going to Your Name | Setup | Customize | Home | HomePageComponents".
Note
Warnings or important notes appear in a box like this.
Tip
Tips and tricks appear like this.
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Chapter 1. Working with Home Page Components and Custom Links
In this chapter, we will cover the following recipes:
Introduction
The Home tab in Salesforce CRM is generally set as the opening page for users when they first log in to the application and provides a great way for users to view Chatter posts, access their calendar, tasks, items to approve, and so on.
The following screenshot shows the Salesforce CRM Home screen:
The Home tab allows various standard home page components to be shown, such as Calendar, My Tasks, or Items to Approve, (as shown in the preceding screenshot), that you are able to administer and choose whether to display for the various users in your organization.
Home page components can be presented to users by customizing the home page layouts where you can assign different home page layouts to different users based on their profile.
You can also create your own custom home page components that will display alongside the standard components and you can choose to make custom sidebar components display on all pages within the application or only on the Home tab.
The following recipes are designed to improve the layout of the home page. The recipes also provide additional features and functionality that are not provided natively within the Salesforce CRM application.
Creating a Personal Setup link using the standard Custom Links on the sidebar
All users need to change their personal settings, from time to time, in the Salesforce CRM application. They may, for example, wish to edit their user information, change their password, or you may need them to grant login access to administrators, plus many other reasons.
Accessing the Personal Setup area is done by users clicking on their name, looking for the Setup link in the drop-down list, clicking on the Setup link, and then finally clicking on the Personal Setup link in the sidebar.
All this takes time and can often be a challenge for less-experienced users of the application. By providing a direct shortcut link in the sidebar, all users will be able to access their Personal Setup area with a single click, and save their time and efforts.
How to do it...
Carry out the following steps to create a Personal Setup link in the sidebar:
Note
Locate the Custom Links row within the Standard Components section.
Note
Within the Custom Links page you can enter a maximum of 15 links.
Note
We now need to add the standard Custom Links component to a home page layout (if it has not been already added).
