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- Herausgeber: Packt Publishing
- Kategorie: Wissenschaft und neue Technologien
- Sprache: Englisch
Learn how to successfully administer, build, and manage Salesforce CRM and Salesforce mobile solutions using real-world and best practice techniques
About This Book
- See the latest best practice Salesforce administration principles, gain real-world advice, and understand critical design considerations to set up and customize Salesforce CRM
- This is a pragmatic guide to the key functions of customizing and setting up the application for enterprise security, user and data management, process automation, analytics, and mobile features
- Step-by-step navigation and descriptions of the features of Salesforce CRM platform and clear guidance on the customization and administration of the application
- Identify what is covered to create your own improved study guide for the certified administrator examination
Who This Book Is For
This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a new administrator or a more experienced professional, this book will enhance your knowledge and understanding of the features of Salesforce CRM.
What You Will Learn
- Manage and administer user records and password policies
- Configure and control the various organization-wide user interface features in Salesforce CRM
- Set up and maintain users, profiles, and permission sets and administer appropriate security and login access mechanisms
- Apply organization security
- Understand the capabilities of the Salesforce CRM sharing model
- Create, delete, and customize fields, page layout, and list views for custom and standard objects
- Find out how Apex and Visualforce coding can be used in Salesforce CRM
- Implement the mechanisms for data management
- Discover the tools to import, update, transfer, and mass delete data
In Detail
Salesforce CRM's Winter '17 release offers a host of new features for CRM designed to transform your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily acquire deep knowledge of the platform. The book begins by guiding you through setting up users and the security settings and then progresses to configuration, data management, and data analytics. We swiftly move on to the setting up of organization wide features that affect the look and feel of the application. Process automation and approval mechanisms are covered next, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book details Salesforce CRM system administration in a practical way and is an invaluable reference for both new administrators and experienced professionals.
At the end of the book, techniques to further enhance the system and improve the return on investment Salesforce mobile apps and mobile administration are covered, along with Salesforce Adoption Manager. Every chapter is complete with a section containing example questions of the type that you might encounter in the certification examination.
Style and approach
This book takes a straightforward, no-nonsense approach to working with the Salesforce CRM platform. Filled with examples and use cases, the book presents the facts along with seasoned advice and real-world examples to ensure you have all the resources you need to become a more informed Salesforce Administrator.
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Seitenzahl: 549
Veröffentlichungsjahr: 2016
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Table of Contents
Salesforce CRM - The Definitive Admin Handbook - Fourth Edition
Salesforce CRM - The Definitive Admin Handbook - Fourth Edition
Copyright © 2016 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: October 2011
Second edition: July 2013
Third edition: January 2015
Fourth edition: December 2016
Production reference: 1141216
Published by Packt Publishing Ltd.
Livery Place
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Birmingham
B3 2PB, UK.
ISBN 978-1-78646-896-3
www.packtpub.com
Credits
Author
Paul Goodey
Copy Editor
Safis Editing
Reviewer
Doug Ayers
Project Coordinator
Izzat Contractor
Commissioning Editor
Aaron Lazar
Proofreader
Safis Editing
Acquisition Editor
Denim Pinto
Indexer
Pratik Shirodkar
Content Development Editor
Priyanka Mehta
Graphics
Abhinash Sahu
Technical Editor
Prathamesh Gokarn
Production Coordinator
Deepika Naik
About the Author
Paul Goodey is the author of Salesforce CRM Admin Cookbook, published by Packt.
He has over 25 year's of experience 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 developer, business analyst, solutions architect, and system administrator to provide solutions for both in-house and consultancy-based end users.
Based near London in the UK, his professional qualifications include Salesforce Certified Administrator (ADM-201) and Salesforce Certified Developer (DEV-401). He is a keen and active member of Salesforce's administrator and developer online communities. He can be found on LinkedIn at http://www.linkedin.com/in/paulgoodey
In his spare time, Paul is an avid runner, having run several marathons and half marathons.
Acknowledgments
I have enjoyed working on the fourth edition of this book, and I am thankful to the many people who have helped in the creation of this work. First and foremost, I would like to thank you for purchasing this book. I sincerely hope you find it as enjoyable and useful to read as it has been to write. I would like to thank the team at Salesforce for providing me with the Salesforce CRM product. Salesforce products are easy and fun to work with and their solutions constantly innovate both the CRM and cloud computing industries. Next, I would like to thank everyone at Packt who has successfully produced the completed work. During the writing process, the team was thoroughly professional and highly supportive. My family and friends have also been very supportive; it is only with their help, patience, and endless cups of tea that I have been able to complete my part of this endeavor. Finally, I would like to thank everyone who has contributed with useful feedback and suggestions. Instead of trying to name them all and risk not mentioning others, I would like to thank all the Salesforce employees, professionals, and keen enthusiasts who help make the Salesforce community such a productive and collaborative environment. If you haven't participated in Salesforce's 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 hash tags #salesforce and #askforce), I strongly recommend them as they are a truly valuable place to discover and exchange information.
About the Reviewer
Doug Ayers is a multi-certified Salesforce MVP who loves learning and sharing his knowledge with others. Doug is passionate about helping others be successful on the Force.com platform and he does that by leading the Nashville Salesforce Users and Developers groups, answering #askforce questions on Twitter (@DouglasCAyers), contributing to open source projects via https://github.com/douglascayers, blogging on his website at https://douglascayers.com, and speaking at Dreamforce and other Salesforce conferences. He currently works as a Senior Developer with GearsCRM, a Salesforce Gold Partner.
Doug has served as technical reviewer for other Packt titles including Salesforce Platform App Builder Certification Handbook by Siddhesh Kabe.
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Preface
As an industry-leading Customer Relationship Management (CRM) application, Salesforce CRM helps enterprises, large and small, improve client relations. It greatly enhances sales performance and provides your business with a robust CRM system. In order to achieve optimum performance from the Salesforce CRM system, there are many areas for you as the Salesforce administrator to tackle. This is the only book that provides a comprehensive guide to the administrative aspects of Salesforce CRM.
This book will give you all the information you need to administer this powerful CRM application. It is the definitive guide for implementing Salesforce CRM. Whether you are looking to enhance the core features, or you have already started customizing your Salesforce CRM system and are looking for guidance on advanced features, this book will show you how to get the maximum benefit from this innovative product.
What this book covers
Chapter 1, Setting up Salesforce CRM and the Organization Company profile, shows you how to set up the organization-wide settings that affect the look and feel of the system and provide access to features for all users within the organization.
Chapter 2, Managing Users and Controlling System Access, describes how to manage and administer user records and password policies, and describes how profiles and permission sets affect the permissions of individual users.
Chapter 3, Configuring Objects and Apps, covers the various methods to configure and tailor the system to suit the way information is used within the organization through the use of objects and fields as well as providing a look at custom field governance.
Chapter 4, Securing Access to Data Access and Data Validation, looks in detail at the data access security models in Salesforce CRM and the multiple levels where data access and security can be applied at organization level, object level, field level, and record level.
Chapter 5, Managing Data in Salesforce CRM, describes the features for improving data quality through the use of data validation rules and dependent fields and outlines the facilities that are available for importing and exporting data to and from Salesforce CRM.
Chapter 6, Generating Data Analytics with Reports and Dashboards, discusses the analytics building blocks that are available within the Salesforce system and details the creation and use of reports and dashboards.
Chapter 7, Implementing Business Processes in Salesforce CRM, looks at the features and functionality to automate business workflow and approval mechanisms to automate, improve quality, and generate high-value processes within your organization.
Chapter 8, Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM, describes the core functional areas within Salesforce CRM, that enables Sales teams, Marketing teams, and Service teams to succeed and collaborate.
Chapter 9, Extending and Enhancing Salesforce CRM, shows how the standard functionality in the system can be extended and enhanced and describes how advanced customization and additional functionality can be added internally and externally using third-party apps.
Chapter 10, Administrating the Mobile Features of Salesforce CRM, looks at how mobile devices, which have become commonplace in both the personal and professional lives of users, can be used in Salesforce CRM and describes the mobile solution offerings provided by Salesforce.
Chapter 11, Studying for the Certified Administrator Exam, describes the Salesforce Certified Administrator exam and looks at resources, such as the classroom based training course ADM-201, that are available to prepare for the exam and offers insight into the types of questions and suggested planning for the exam.
What you need for this book
The prerequisite for this book is a computer with an Internet connection and one of these supported browsers: Google Chrome, 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 permission.
Who this book is for
This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a novice or a more experienced admin, this book aims to enhance your knowledge and understanding of the Salesforce CRM platform. By the end of the book, you will be ready to configure and administer Salesforce CRM and Salesforce mobile solutions in a real-world environment that fully supports your business needs.
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Chapter 1. Setting up Salesforce CRM and the Company Profile
Application security is always important, and even more so when the application is delivered across a public network, such as the Internet. Salesforce.com has developed various mechanisms to secure the platform and reduce the chances of unauthorized people accessing your company data. This chapter describes the way login attempts to the system are controlled and the features available to help you manage your user's access to the Salesforce CRM application.
In this chapter, we will also look at establishing your company profile within Salesforce and how core information, such as the details that are provided when your company first signs up with Salesforce.com, can be managed. You will also be shown how to find your way around the Salesforce Setup menu, and will be introduced to the settings available for the organization-wide customization of the application's user interface along with the search facilities offered by the Salesforce CRM application.
Finally, you will be presented with a number of questions about the key features of Salesforce CRM administration in the areas of organization setup and the global user interface, which are covered in this chapter.
Throughout this chapter, notes and tips are provided to offer further guidance within the given areas of functionality; and have been generated from the practical results and experience of the Salesforce CRM system administration.
In this chapter, we will cover:
To start with, we will look at the location and the features of the Salesforce Setup menu.
The Salesforce Setup menu
Depending upon your organization's user interface settings, you will access the Setup menu from either the drop-down menu under your name or as a top-level setup link, as shown in the following screenshot.
Looking at the top of the Salesforce page you should see the Setup link, as shown in the following screenshot:
If you do not see the Setup link at the top of the Salesforce page then click on your name and you will then see the setup option, as shown in the following screenshot:
This setting is controlled by the Enable Improved Setup User Interface setting, which is covered later in this chapter.
Note
As a system administrator, you will use the Setup menu so frequently that it is recommended that you enable Improved Setup User Interface.The Improved Setup User Interface setting is activated by default for all new instances. Existing Salesforce instance admins should be aware that this user interface setting determines how everyone in your organization accesses the Setup menu.
When describing any setup steps within this book, we will begin the navigation path from Setup. For example, to enable the Improved Setup User Interface, we will present the navigation path as Setup | Customize | User Interface | Enable Improved Setup User Interface.
The Setup menu appears on the left side of the page. Clicking the menu option text, (or the drop-down icon to the left of a menu option), expands the menu where you can then select the required menu item link; the following screenshot shows the Setup | Manage Users | Users setup page:
Clicking the down arrow icon to the left of the expanded menu option collapses the menu option. You can also expand or collapse all the menu options by clicking the Expand All or Collapse All links as shown in the following screenshot:
To quickly find a Setup menu item, type the first few characters of the setup name in the Quick Find search box. As you type, any options that match your search term appear in the Setup menu. For example, to find the User Interface page, start to type user interface in the Quick Find box as shown in the following screenshot:
We will now look at how user's login requests are verified and authorized by the Salesforce CRM application.
User login and authorization
Organizations have several methods of accessing the Salesforce CRM application. Access can be gained from the user interface (using a web browser), the API (for example, using an integrated client application or the Apex Data Loader), a desktop client (for example, Salesforce for Outlook), or from a mobile client application.
Whenever a login attempt is made to Salesforce using any of these methods, the user's login request is authorized by the system using the following sequence of checks:
If the user's login is from neither a trusted IP address nor a browser with a valid Salesforce cookie, the login is denied. To gain access to Salesforce, the user's identity must be confirmed by successfully completing the computer activation process.
Now let's look at each of these login checks in more detail.
Does the user's profile have any login restrictions?
Login hours and IP address restrictions can be set for the user's profile. If these are set and there are login attempts from a user outside the specified hours or from an unknown IP address, access is denied.
Login hour restrictions
If login hour restrictions are set for the user's profile, any login attempt outside the specified hours is denied.
Set the days and hours when users with this profile can log in to Salesforce.com.
Note
The login hours that are set are based on the default time zone of the organization, as described later in this chapter.
The login hours that are set apply strictly to that exact time, even if a user has a different personal time zone or if the organization's default time zone is changed.
To allow users to log in at any time, click on Clear times as shown in the following screenshot:Note
To prevent users from accessing the system on a specific day, (say, to carry out internal system maintenance), set the Start Time and End Time to the same value. For example, you could set the Start Time to 8:00 AM and End Time to 8:00 AM (as in the Saturday and Sunday example setting in the previous screenshot).
IP address restrictions
If IP address restrictions are defined for the user's profile, any login attempt from an unknown IP address is denied.
To restrict the range of valid IP addresses through the Profile menu, navigate to Setup | Manage Users | Profiles. Now choose a profile, select the Login IP Ranges link, and then click Add IP Ranges.
Enter a valid IP address in the Start IP Address field and a higher IP address in the End IP Address field.
The start and end addresses specify the range of IP addresses from which users can log in. To allow a login from a single IP address, enter the same address in both fields.
For example, to allow a login from only 88.110.54.113, enter 88.110.54.113 as both the start and end IP addresses as shown in the following screenshot:
Does the user's IP address appear within your organization's trusted IP address list?
This check is performed if profile-based IP address restrictions are not set.
If the user's login is from an IP address listed in your organization's trusted IP address list, the login is allowed.
Trusted IP range
To go to the Trusted IP range settings, navigate to Setup | Security Controls | Network Access.
Click on New and enter a valid IP address in the Start IP Address field and a higher IP address in the End IP Address field.
The start and end addresses specify the range of IP addresses from which users can log in. To allow a login from a single IP address, enter the same address in both fields.
For example, to allow a login from only 88.110.54.100, enter 88.110.54.105 as both the start and end addresses as shown in the following screenshot:
Has the user been activated from this IP address before?
Each user has a list of IP addresses from which they've been activated. If the user has previously been activated from this IP address, then this IP address is added to the user's personal list.
To view and remove the login IP addresses that have been recorded by your users, go to Setup | Security Controls | Activations.
To remove an Activated Login IP, click the checkbox and then click the Remove button, as shown in the following screenshot:
To remove an Activated Login IP, click the checkbox and then click the Remove button, as shown in the screenshot above.
Does the user's web browser have a valid cookie stored from Salesforce?
A cookie is a small file containing a string of characters that is sent to your computer when you visit a website. Whenever you visit the website again, the cookie allows that site to recognize your web browser.
The browser will have the Salesforce cookie if the user has previously used that browser to log in to Salesforce and has not cleared the browser cookies.
So, if the user's login is from a browser that includes a Salesforce.com cookie, the login is allowed
Computer activation process
If the user's login is from neither a trusted IP address nor a browser with a Salesforce cookie, the login is denied and becomes blocked, and Salesforce must verify the user's identity.
A trusted, genuine user can access the Salesforce CRM application using the following means:
User interface
For access through the user interface for the first time, the user is prompted to select how they would like to receive the verification code. Here, the verification code can be received by either an SMS text message or an e-mail message depending on whether the company-wide SMS-based identity confirmation is enabled.
Note
For new organizations, an SMS text message is the default method for the computer activation process and can only be disabled by a request to Salesforce support. For existing organizations, SMS text message activation can be enabled by you as the system administrator, but once enabled it requires a request to Salesforce support is required to deactivate it.
SMS text message verification code
To receive the SMS text message verification code requires the setting SMS-Based Identity Confirmation setting to be enabled (since Spring '2014, it has been enabled by default). This feature enables users to receive a one-time PIN delivered via SMS. This is set by navigating to Setup | Security Controls | Session Settings and then enabling Enable SMS-Based Identity Confirmation.
Once enabled, users must verify their mobile phone number before taking advantage of this feature, which will present the following screenshot:
Email message verification code
To receive an email verification code, users must have the setting Email-Based Identity Confirmation Option enabled on their profile or included as a permission set.
Note
The Email-Based Identity Confirmation option is only available to set if the Enable SMS-Based Identity Confirmation option is enabled.
Once enabled, and if verification is required, users will automatically receive an activation e-mail to the address specified in the user's Salesforce user record. Users are notified within the Salesforce, and can enter the verification code as shown in the following screenshot:
Salesforce sends the verification code e-mail to the e-mail address associated with the user's record in Salesforce. Here, the following screenshot shows an e-mail example:
The e-mail instructs the user to enter the verification code into the browser window, which activates the device for verified login into the Salesforce CRM platform.
The activation code within the e-mail is valid for up to 24 hours from the time the E-mail me a verification code button was clicked. After 24 hours, the activation link will expire and the user must repeat the activation process.
Confusion can occur if your company has remote users that connect to Salesforce away from the company network, such as from home or from public Internet connections. The Remote users are likely to have dynamically assigned IP addresses set as their computer identity. Because of this, whenever they attempt to log in, Salesforce will identify it as an unknown IP address, prompt for verification, and the remote user will have to re-verify the device.
The remote user will then have to access the e-mail associated with their Salesforce user record to retrieve the activation e-mail, and it is here where confusion can occur. If the remote user has to access corporate web e-mail using a Virtual Private Network (VPN) connection, the clicking of the activation link may not work because the IP address that is being validated may now no longer be the same IP address used by the browser. This is because the VPN connection may likely be using a web proxy.
Note
It is recommended that you establish a policy to ensure that the user verifies the login while connected to the VPN, or can access non-VPN-based web mail (if this is permitted in your company) to ensure that the validated IP addresses are the same.
(This is covered in more detail in the Session settings section in Chapter 2, Managing Users and Controlling System Access.)
API or a desktop client
For access using the API or a desktop client (for example, using the Apex Data Loader), the user must add their security token at the end of the password in order to log in. A security token is an automatically generated key from Salesforce. For example, if a user's password is pa$$word, and their security token is XXXXXX, then the user must enter pa$$wordXXXXXX.
Users can obtain their security token by changing their password, or by resetting their security token via the Salesforce.com user interface by navigating to Your Name | My Settings | Personal | Reset My Security Token and then clicking on the Reset Security Token button.
When a user changes their password or resets their security token, Salesforce sends a new security token to the e-mail address associated with their Salesforce user record. The security token is valid until a user resets their security token, changes their password, or has their password reset by a system administrator.
Tip
Do not enter a security token within your password when accessing Salesforce from a web browser. It is recommended that you obtain your security token via the Salesforce user interface from a trusted network prior to attempting access from a new IP address. When a user's password is changed, the user's security token is automatically reset. The user will experience a blocked login until they add the security token to the end of their password or enter the new password after you have added their IP address to the organization's trusted IP range.
User interface and supported browsers
At the time of writing there are three user interface themes. There are two classic themes, namely Classic 2005 and Classic 2010, and there is a new theme called Lightning Experience.
Browser support and functionality varies depending on whether Salesforce Classic or Lightning Experience is used, and are described in more detail later on in this section.
User interface
All screenshots and setup details this book shows the Classic 2010 user interface theme.
