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- Herausgeber: Packt Publishing
- Kategorie: Wissenschaft und neue Technologien
- Sprache: Englisch
A definitive guide covering all the core concepts necessary to pass the Salesforce Administrator Certification exam
Key Features
- Understand critical design considerations for setting up Salesforce CRM
- Facilitate and manage the transition from Salesforce Classic to Lightning Experience
- Learn key functions of application security to manage user profiles and data
Book Description
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.
What you will learn
- Configure a variety of user interface features in Salesforce CRM
- Understand the capabilities of the Salesforce CRM sharing model
- Explore Einstein Analytics - Salesforce's new wave of advanced reporting
- Get to grips with the Lightning Process Builder workflow
- Set up user profiles, security, and login access mechanisms
- Find out how Apex and Visualforce coding can be used in Salesforce CRM
- Manage the transition from Salesforce Classic to Lightning Experience
- Implement data manipulation features to apply best practices in data management
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 or experienced professional, this book will enhance your knowledge and understanding of Salesforce CRM features.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 686
Veröffentlichungsjahr: 2019
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Salesforce CRM – The Definitive Admin Handbook Fifth Edition
Copyright © 2019 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 or its dealers and distributors, will be held liable for any damages caused or alleged to have been 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.
Commissioning Editor: Richa TripathiAcquisition Editor:Denim PintoContent Development Editor:Zeeyan PinheiroTechnical Editor:Pradeep SahuCopy Editor: Safis EditingProject Coordinator:Vaidehi SawantProofreader: Safis EditingIndexer:Tejal Daruwale SoniGraphics:Alishon MendonsaProduction Coordinator: Aparna Bhagat
First published: October 2011 Second edition: July 2013 Third edition: January 2015 Fourth edition: December 2016 Fifth edition: April 2019
Production reference: 1190419
Published by Packt Publishing Ltd. Livery Place 35 Livery Street Birmingham B3 2PB, UK.
ISBN 978-1-78961-978-2
www.packtpub.com
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Contributors
About the author
Paul Goodey is the author of the book entitled Salesforce CRM Admin Cookbook, by Packt Publishing. He has over 25 years' 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.
He 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 in the UK, near London, his professional qualifications include Salesforce Certified Administrator (ADM-201), and he is a keen and active member of Salesforce's administrator and developer online communities.
About the reviewer
Adil Pervez is a Salesforce Architect with 11 years' experience in IT and 9 years' experience in Salesforce. He is a certified system and application architect and holds 16x Salesforce certifications. He has done five successful implementations, which includes Sales Cloud, Service Cloud, Community Cloud, and Health Cloud. He has worked on different packages, such as Field Service Lightning, CPQ, and NPSP. He has good experience with DevOps and integrations. He has worked with clients from different verticals, including healthcare, real estate, and technology. Adil has a master's in computer science and a bachelor's in electrical and electronics. His career highlights include meeting with Marc Benioff, the CEO of Salesforce.
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Table of Contents
Title Page
Copyright and Credits
Salesforce CRM – The Definitive Admin Handbook Fifth Edition
About Packt
Why subscribe?
Packt.com
Contributors
About the author
About the reviewer
Packt is searching for authors like you
Preface
Who this book is for
What this book covers
To get the most out of this book
Download the color images
Conventions used
Get in touch
Reviews
Section 1: Getting Started with Salesforce CRM
Setting Up Salesforce CRM and the Company Profile
The Salesforce setup menu
Setting up the company profile
Company information and primary contact details
Default language, locale, and time zone
Default language
Default locale
Default time zone
License information
Currencies and conversion rates
Single currency
Multiple currencies
Active currencies
Manage currencies
Dated exchange rates
Fiscal year settings
Standard fiscal years
Custom fiscal years
Language settings
User login and authorization
Does the user's profile have any login restrictions?
Login restrictions due to login hours
Login restrictions due to login IP ranges
Is the user's IP address present in the trusted IP address list?
Trusted IP range settings
Has the user previously been activated from this IP address?
Does the user's web browser have a valid cookie stored from Salesforce?
Computer activation process
The UI
SMS text message verification code
Email message verification code
Using the API or a desktop client
Login flows overview
The UI and supported browsers
The UI
Supported browsers
Salesforce Classic 2005
Salesforce Classic 2010
Lightning Experience
UI settings
Enabling collapsible sections
Enabling the Show Quick Create option
The Enable Hover Details option
The Enable Related List Hover Links option
The Enable Separate Loading of Related Lists option
The Enable Separate Loading of Related Lists of External Objects option
The Enable Inline Editing option
The Enable Enhanced Lists option
Enabling the Salesforce Classic 2010 UI theme
Enabling the tab bar organizer
The Enable Printable List Views option
The Enable Customization of Chatter User Profile Pages option
The Enable Salesforce Notification Banner option
Sidebar settings
The Enable Collapsible Sidebar option
The Show Custom Sidebar Components on All Pages option
Calendar settings
The Enable Home Page Hover Links for Events option
The Enable Drag-And-Drop Editing on Calendar Views option
The Enable Click-And-Create Events on Calendar Views option
The Enable Drag-And-Drop Scheduling on List Views option
The Enable Hover Links for My Tasks List option
Name settings
The Enable Middle Names for Person Names option
The Enable Name Suffixes for Person Names option
Setup settings
The Enable Enhanced Page Layout Editor option
The Enable Streaming API option
The Enable Dynamic Streaming Channel Creation option
The Enable Set Audit Fields upon Record Creation and Update Records with Inactive Owners User Permissions option
The Enable Custom Object Truncate option
Advanced settings
The Enable Extended Mail Merge option
The Save All Extended Mail Merge Documents to Salesforce Documents option
The Enable Improved Setup User Interface option
The Enable Advanced Setup Search option
Search overview and settings
Sidebar Search
Advanced Search
Global Search
Searching in Salesforce
Search settings
The Enable "Limit to Items I Own" Search Checkbox option
The Enable Document Content Search option
The Enable Search Optimization if your Content is Mostly in Japanese, Chinese, or Korean option
The Use Recently Viewed User Records for Blank and Auto-Complete Lookups option
The Enable English-Only Spell Correction for Knowledge Search option
The Enable Drop-Down List for Sidebar Search option
The Enable Sidebar Search Auto-Complete option
The Enable Single-Search-Result Shortcut option
The Number of Search Results Displayed Per Object option
Lookup Settings
Enhanced lookups
Lookup Auto-Completion
Data protection and privacy
Questions to test your knowledge
Questions
Question 1 – User login and authentication
Question 2 – Company profile default locale
Question 3 – Company profile and individual user settings
Question 4 – The impact of changing the company profile default locale setting
Question 5 – Fiscal years
Question 6 – UI
Answers
Answer 1 – User login and authentication
Answer 2 – Company profile default locale
Answer 3 – Company profile and individual user settings
Answer 4 – The impact of changing the company profile default locale setting
Answer 5 – Fiscal years
Answer 6 – UI
Summary
Managing Users and Controlling System Access
Introducing record ownership, profiles, and sharing
Record owner
Profiles and sharing
Profiles
Contract manager
Marketing user
Solution manager
Standard user
System administrator
Sharing
Roles
Permission sets
Creating permission sets
Profile and permission sets summary
User management settings
User self-deactivate
Scrambling a specific users' data
Enhanced profile list views
Enhanced Profile User Interface
Managing users in Salesforce CRM
Creating new user records
Saving new user records
Viewing new user records
Adding multiple users
Delegating user management
Creating a profile with the manage users permission
Using delegated administration
Viewing and editing user information
Searching for users
Deactivating users
Freezing user accounts
Managing passwords
Resetting passwords
Expiring passwords
Controlling system access
Password Policies
User password expiration period
Enforcing password history
Minimum password length
Password complexity requirement
Password question requirement
Maximum invalid login attempts
Lockout effective period
Obscuring a secret answer for password resets
Requiring a minimum one-day password lifetime
Allowing the use of the setPassword() API for self-resets
Forgot Password/Locked Account assistance
Message
Help link
Forgot password preview
Locked account preview
API Only User Settings
Alternative home page
Session management
Session timeout
Timeout value
Disabling a session timeout warning popup
Forcing logout upon session timeout
Session settings
Locking sessions to the IP address from which they originated
Locking sessions to the domain in which they were first used
Requiring secure connections (HTTPS)
Requiring secure connections (HTTPS)
Requiring secure connections (HTTPS) for all third-party domains
Forcing relogin after Login-as-User
Requiring the HttpOnly attribute
Using POST requests for cross-domain sessions
Enforcing login IP ranges on every request
Extended use of IE11 with Lightning Experience
Caching
Enabling caching and autocomplete on the login page
Enabling secure and persistent browser caching to improve performance
Enabling user switching
Remember me until logout
Verifying identity
Enabling the SMS method of identity verification
Requiring security tokens for API logins from callouts (API version 31.0 and earlier)
Letting users use a security key
Requiring identity verification during two-factor authentication registration
Requiring identity verification for a change of email address
Allowing location-based automated verifications with the Salesforce authenticator
Allowing access only from trusted IP addresses
Lightning login
Allow lightning login
Allowing only users with the lightning login user permission
Clickjacking protection
Enabling clickjack protection for setup pages
Enabling clickjack protection for non-setup Salesforce pages
Enabling clickjack protection for customer Visualforce pages with standard headers
Enabling clickjack protection for customer Visualforce pages with headers disabled
Cross-Site Request Forgery protection
Enabling CSRF protection on GET requests on non-setup pages
Enabling CSRF protection on POST requests on non-setup pages
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
Health check score
The Salesforce baseline standard
Questions to test your knowledge
Questions
Question 1 – Standard profiles
Question 2 – System administrator profile
Question 3 – Permission sets
Question 4 – Delegated administration
Question 5 – User records
Question 6 – Password policies
Answers
Answer 1 – Standard profiles
Answer 2 – System administrator profile
Answer 3 – Permission sets
Answer 4 – Delegated administration
Answer 5 – User records
Answer 6 – Password policies
Summary
Configuring Objects and Apps
The relationship between a profile and the features that it controls
Objects
Standard objects
Custom objects
Fields
Standard fields
Custom fields
Object relationships
Apps
Standard apps
Custom apps
Subtab apps
Tabs
Hiding and showing tabs
Standard tabs
Custom tabs
Renaming labels for standard tabs, standard objects, and standard fields
Creating custom objects
Object Limits
Object Limits for standard objects
Object Limits for custom objects
Creating custom object relationships
Creating custom fields
Custom-field data types
Auto Number
Checkbox
Currency
Date
Date/Time
Formula
Geolocation
Lookup relationship
Master-detail relationship
External lookup relationship
Hierarchical relationship
Number
Percent
Phone
Picklist
Picklist (Multi-select)
Roll-up Summary
Text
Text (Encrypted)
Text Area
Text Area (Long)
Text Area (Rich)
Time
URL
Dependent picklists
Building relationship fields
Lookup relationship options
Clear the value of this field
Don't allow deletion of the lookup record that's part of a lookup relationship
Delete this record also
Master-detail relationship options
Selecting the sharing setting
The Allow reparenting option
Lookup filters
Custom labels
Custom settings
Custom metadata types
Building formulas
Basic formulas
Advanced formulas
Building formulas – best practices
Formatting with carriage returns and spacing
Commenting
Building formula text and compiled character-size limits
Using algebra
Formula field-size limit workarounds
Custom field governance
Addressing the issue
More generic field names
Field history tracking
Custom objects to store dated information
Chatter
Page layouts
Creating and modifying a page layout
Feed-based page layouts
Feed Tracking
Creating feed-based page layouts
Feed view options
Enable Full-Width feed view in the console
Enable compact feed view in the console
Highlight externally-visible feed items
Publisher options – automatically collapse publisher
Other tools and components
Custom Components
Choose Placement
Hide Sidebar
Feed filter options
Record types
Creating a record type
Related lists
List views
Lightning platform quick-access menu
Questions to test your knowledge
Questions
Question 1 – Standard apps
Question 2 – Custom app permission
Question 3 – Custom tabs
Question 4 – Relationship fields
Question 5 – Master-detail relationship fields
Question 6 – Dependent fields
Question 7 – Formula fields
Question 8 – Field history tracking
Answers
Answer 1 – Standard apps
Answer 2 – Custom app permission
Answer 3 – Custom tabs
Answer 4 – Relationship fields
Answer 5 – Master-detail relationship fields
Answer 6 – Dependent fields
Answer 7 – Formula fields
Answer 8 – Field history tracking
Summary
Section 2: Managing Data in Salesforce
Securing Access to Data and Data Validation
Levels of data access and security
Organization
Objects and fields
Records
The data access security model
Organization-Wide Defaults (OWD)
OWD access level actions
Public Full Access
Public Read/Write/Transfer
Public Read/Write
Public Read Only
Private
Price Book OWD sharing settings
Granting Access Using Hierarchies
Controlled by Parent
External OWD for sharing
Effects of modifying the default access type
Granting users additional access
Permission sets
Creating the permission set from the Permission Set edit page
Assigning the user to the permission set from the User edit page
Role hierarchy
Show in tree view
Show in sorted list view
Show in list view
OWD and sharing rules
Sharing rules
Account sharing rules
Account territory sharing rules
Campaign sharing rules
Case sharing rules
Contact sharing rules
Data privacy sharing rules
Lead sharing rules
Opportunity sharing rules
Order sharing rules
User sharing rules
Custom object sharing rules
Groups
Public groups
Personal groups
Effects of adding or modifying sharing rules
Criteria-based sharing
Manual sharing rules
Manual sharing for user records
Queues
Sharing access diagram
Questions to test your knowledge
Questions
Question 1 – OWD
Question 2 – Extending record-level access
Question 3 – Queues
Question 4 – Record-level access
Question 5 – Role Hierarchy
Question 6 – Criteria-based sharing rules
Answers
Answer 1 – OWD
Answer 2 – Extending record-level access
Answer 3 – Queues
Answer 4 – Record-level access
Answer 5 – Role Hierarchy
Answer 6 – Criteria-based sharing rules
Summary
Managing Data in Salesforce CRM
Data storage utilization
Updating mass data
Recycle Bin
Data quality
Data validation rules
Field description section
Error condition formula section
Error message section
Dependent picklists
Dependent and controlling picklists
Picklist restrictions and limitations
Managing duplicate data
Matching rules
Matching criteria
Duplicate rules
Record-level security
Actions
Matching rules
Conditions
Notifying users when the duplicate rule action is set to blocked
Notifying users when the duplicate rule action is set to allow
Duplicate record sets
Duplicate error logs
An overview of data import and export utilities
Data Import Wizard
Choosing data – what kind of data are you importing?
Choosing data – what do you want to do?
Choosing data – where is your data located?
Edit mapping
Starting an import
Data import link for specified objects
Data Loader
Comparing the Data Loader and Data Import Wizard
Exporting backup data
Data protection and privacy
Individual
Questions to test your knowledge
Questions
Question 1 – data validation rules
Question 2 – dependent picklists
Question 3 – Data Import Wizard
Question 4 – Data Import Wizard features
Question 5 – comparing the Data Loader and import wizards
Question 6 – Recycle Bin
Answers
Answer 1 – data validation rules
Answer 2 – dependent picklists
Answer 3 – Data Import Wizard
Answer 4 – Data Import Wizard features
Answer 5 – comparing the Data Loader and import wizards 
Answer 6 – Recycle Bin
Summary
Generating Data Analytics with Reports and Dashboards
Reports
Report and dashboard folders
Creating new report and dashboard folders
Keeping favorite report folders in view
Enhanced sharing for reports and dashboards
Creating reports
Standard report types
Administrative reports
Hiding standard report types
Custom report types
Creating custom report types
Configuring custom report types
Step 1. Defining the CustomReportType template
Step 2. Defining report records set
Edit layout
Running reports
Printing and exporting reports
Scheduling reports
The running user
Emailing user(s)
The schedule time
Subscribing to reports
Report considerations
Running large reports
Report timeout warning
Exporting reports to the background
User verification test
Mass deleting reports
Report builder
The Fields pane
The Filters pane
The Preview pane
Report formats
The Tabular report format
The Summary report format
The Matrix report format
The Joined report format
Groupings
Summary fields
Conditional highlighting
Custom summary formulas
Bucket fields
Changing the report format
Dashboards
Chart
Gauge
Metric
Table
Visualforce page
Dashboard component types
Creating dashboards
Setting up dashboards
Customizing dashboards
Setting the running user
Column level controls
Component level controls
Setting dashboard properties
Deleting dashboards
Questions to test your knowledge
Questions
Question 1 – report notifications
Question 2 – report formats
Question 3 – groupings
Question 4 – conditional highlighting
Question 5 – dashboard components
Question 6 – dynamic dashboards
Answers
Answer 1 – report notifications
Answer 2 – report formats
Answer 3 – groupings
Answer 4 – conditional highlighting
Answer 5 – dashboard components
Answer 6 – dynamic dashboards
Summary
Section 3: Business Processes, Cloud Development, and Lightning Experience
Implementing Business Processes in Salesforce CRM
Workflow rules and approval processes
Workflow and approval actions
Configuring email alerts for workflow rules and approval processes
Organization-wide email addresses
Configuring tasks for workflow rules and approval processes
Configuring field updates for workflow rules and approval processes
Checkboxes
Record owners
Picklists
Other data types
Configuring outbound message notifications for workflow rules and approval processes
Configuring workflow rules
Configuring rule settings and criteria
Evaluation criteria
Rule criteria
Run this rule if the following criteria are met
The run this rule if the following formula evaluates to true option
Specifying the workflow actions
Immediate workflow actions
Adding immediate workflow actions
Time-dependent workflow actions
Adding time-dependent workflow actions
Activating the workflow rule
Workflow rule considerations
Monitoring the workflow queue
Approval processes
Approval process checklist
Approvals in Chatter
Approvals in Chatter checklists
Configuring approval processes
Choosing an approval process wizard
Jump start wizard
Standard setup wizard
Email approval responses
Creating approval steps
Measuring and refining
Process visualizers
Visual Workflow
Configuring Visual Workflow
Cloud Flow Designer
Flow Designer considerations
The Palette tab
Elements
Using the Step element
Using the Screen element
Using the Decision element
The Resources tab
The Explorer tab
Saving a flow
Flow runtime considerations
Lightning Process Builder
Creating new processes
The Conditions are met option
The Formula evaluates to true option
The No criteria-just execute the actions! option
Comparison of workflow-automation tools
Feature comparison of workflow-automation tools
Action comparison of workflow-automation tools
Questions to test your knowledge
Questions
Question 1 – Workflow automation
Question 2 – Workflow processes
Question 3 – Time-dependent workflow
Question 4 – Initiating approval processes
Question 5 – Approving or rejecting approval processes
Question 6 – During approval processes
Question 7 – Flow automation
Question 8 – Process Builder automation
Question 9 – Automation tools
Answers
Answer 1 – Workflow automation
Answer 2 – Workflow processes
Answer 3 – Time-dependent workflow
Answer 4 – Initiating approval processes
Answer 6 – During approval processes
Answer 7 – Flow automation
Answer 8 – Process Builder automation
Answer 9 – Automation Tools
Summary
Core Business Functionality in Salesforce CRM
Functional overview of Salesforce CRM
Marketing automation
Sales automation
Customer service and support automation
Business collaboration
Salesforce CRM record life cycle
Marketing automation
Campaign management
Campaign planning
Campaign setup
Standard campaign fields
Standard campaign member fields
Campaign creation
Member status values
Target lists
Using the Campaign Detail page
Creating contact and lead reports
Using lead or contact list views
Using the lead or contact detail pages
Targeting new leads or prospects
Campaign execution
Campaign responses
Campaign influence
Campaign effectiveness
Campaign statistics
Campaign Reports
Customizable Campaign Influence overview
Lead management
Standard lead fields
Lead business processes
Creating leads in Salesforce CRM
Creating lead records within the application
Manually creating leads with Web-to-Lead
Manually importing multiple leads
Lead queue
Creating and adding users to a lead queue
Lead-assignment rules
Lead conversion
Lead-conversion field mappings
Salesforce automation
Account management
Contact management
Activity management
Opportunity management
Product, price book, and price book entry
Service Cloud
Case management
Email-to-Case
Web-to-Case
Case queues
Assignment rules
Escalation rules
Early triggers
Business collaboration
Salesforce Chatter
Chatter's primary features
Feed
Post
Invitations
Chatter settings
Enabling Chatter
Chatter Settings – Enable Chatter
Groups
Rich link previews in feed
Approval posts
Coworker invitations
Customer invitations
File sync
Publisher actions
Feed tracking
Influence
Chatter Email Settings
Email notifications
Salesforce CRM Content
Salesforce CRM Content's primary features
Libraries
Contributing content
Changing content
Private Libraries
Searching for content
Content details
Previewing content
Subscribing to content
Feedback and Comments
Downloading content
Questions to test your knowledge
Questions
Question 1 – Lead Automation
Question 2 – Lead Conversion
Question 3 – Converted Leads
Question 4 – Add to Campaign
Question 5 – Campaign Leads
Question 6 – Campaign ROI Calculation
Question 7 – Case Automation
Question 8 – Unresolved Case
Question 9 – Activities
Question 10 – Chatter
Answers
Answer 1 – Lead Automation
Answer 2 – Lead Conversion
Answer 3 – Converted Lead
Answer 4 – Add to Campaign
Answer 5 – Campaign Lead
Answer 6 – Campaign ROI Calculation
Answer 7 – Case Automation
Answer 8 – Unresolved Case
Answer 9 – Activities
Answer 10 – Chatter
Summary
Extending and Enhancing Salesforce CRM
Salesforce AppExchange marketplace
Managed and unmanaged packages
External and third-party tools
App security
Before installing an app
Reading specifications and reviews
Reviewing screenshots and customization guides
Taking a test drive
Installing an app
Get It Now
Post-install configuration
Uninstalling an app
AppExchange best practices
Enterprise mashups in web applications
Mashups in Salesforce CRM
Server-side mashups
Client-side mashups
Client-side services mashups
Client-side presentation mashups
Introducing Visualforce
Visualforce pages
Creating a Visualforce page
Visualforce pages setup page
Visualforce development mode
Advanced user details
Automatic creation of new Visualforce pages
Visualforce components
Creating an example mashup with Visualforce
Deleting the default new Visualforce markup content
Changing the Visualforce controller to specify an account standard controller
Adding the Visualforce page to the account page layout
Adding a new section to the account page layout
Adding the Visualforce page to the new page layout section
Running the completed Visualforce page
Visualforce page controllers
Standard controllers
Custom controllers
Controller extensions
Standard list controllers
Apex code
Apex triggers
Change management overview
Salesforce sandboxes
Developer sandbox
Developer Pro sandbox
Partial Data sandbox
Full copy sandbox
Change requests
Immediate release
Minor release
Major release
Configuring, developing, and deploying
User adoption
Usage
Simplicity
Connectivity
Salesforce Mobile
Communications
Data quality
Business performance
Questions to test your knowledge
Questions
Question 1 – Salesforce AppExchange marketplace
Question 2 – Salesforce AppExchange package types
Answers
Answer 1 – Salesforce AppExchange marketplace
Answer 2 – Salesforce AppExchange Package Types
Summary
Administrating the Mobile Features of Salesforce CRM
Accessing Salesforce mobile solutions
SalesforceA
Supported devices for SalesforceA
The mobile Salesforce app
Supported devices for the mobile browser app
Controlling access to the mobile browser app
Supported devices for the Salesforce downloadable apps
Controlling access to the Salesforce downloadable apps
Salesforce app branding
Salesforce mobile data availability
Salesforce app navigation
Smart Search Items option
Salesforce mobile app notifications
In-app notifications
Push notifications
Salesforce app offline
Mobile dashboards
Salesforce mobile app versus the full Salesforce site
Salesforce mobile wizard
Testing Salesforce mobile using a desktop browser
Questions to test your knowledge
Questions
Question 1 – Salesforce mobile app access
Question 2 – Salesforce downloadable apps
Answers
Answer 1 – Salesforce mobile app access
Answer 2 – Salesforce downloadable apps
Summary
Lightning Experience
Introduction to Lightning Experience
Lightning Component framework
Lightning components
Lightning App Builder
Lightning components AppExchange section
Differences between Lightning Experience and Salesforce Classic
General functional feature gaps
Benefits of migrating to Lightning Experience
Assessing the impact of the transition to Lightning Experience
Resources to help assess the impact of migration
Impact assessment using the Lightning Experience Migration Assistant
Impact assessment using the Lightning Experience Configuration Converter
Planning the transition to Lightning Experience
Business process considerations
Technical considerations
Implementing the transition to Lightning Experience
Using the Lightning Experience Migration Assistant
Set Up Users
Turn It On
Questions to test your knowledge
Questions
Question 1 – Differences between Lightning Experience and Salesforce Classic
Question 2 – Assessing the impact of transitioning to Lightning Experience
Question 3 – Implementing the transition to Lightning Experience
Answers
Answer 1 – Differences between Lightning Experience and Salesforce Classic
Answer 2 – Assessing the impact of transitioning to Lightning Experience
Answer 3 – Implementing the transition to Lightning Experience
Summary
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
Browser and mobile app considerations for Einstein Analytics
Launching Analytics Studio from within Salesforce CRM
Selecting the Analytics tab in Salesforce CRM
Key differences between Einstein Analytics access methods
Menu options and features in Analytics Studio
Apps
My Private App
Running an app
Dashboards
Lenses
Datasets
Questions to test your knowledge
Questions
Question 1 – Differences between Einstein Analytics and Salesforce reports and dashboards
Question 2 – Analytics tab in Salesforce CRM
Question 3 – Analytics Studio
Answers
Answer 1 – Differences between Einstein Analytics and Salesforce reports and dashboards
Answer 2 – Analytics tab in Salesforce CRM
Answer 3 – Analytics Studio
Summary
Section 4: Salesforce CRM Certification
Studying for the Certified Administrator Exam
Overview of the Salesforce Certified Administrator exam
Self-assessment
Resources for studying
Official Salesforce resources
Instructor-led and online-certified administrator training courses
Premier support online courses
Salesforce Developer edition
Trailhead
Official online and social networking channels
Third-party resources
The Salesforce Administrator Certification practice test
The Salesforce Certified Administrator study guide
Using the Salesforce Certified Administrator study guide
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Question 1 – Analysis
Analyzing the question
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Conclusion
Registering for the Salesforce Certified Administrator exam
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What to expect during and after the exam
During the exam
After the exam
Summary
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Preface
Salesforce's industry-leading Customer Relationship Management (CRM) application is 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 moves on to configuration, data management, and data analytics. 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. You'll also be taken through the techniques to further enhance your system and improve your return on investment. Salesforce mobile apps and mobile administration is covered, along with Salesforce Adoption Manager. You'll be taken through Lightning Experience, Salesforce's new app, along with how the two versions compare and the facilities that 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 the various organization-wide user interface features in Salesforce CRM.
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 this book covers
Chapter 1, Setting Up Salesforce CRM and the 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 your system to suit the way information is used within your organization through the use of objects and fields, and provides a look at custom field governance.
Chapter 4, Securing Access to Data and Data Validation, looks in detail at the data access security models in Salesforce CRM and the multiple levels at which data access and security can be applied at the organization level, the object level, the field level, and the 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 in Salesforce for automating business workflow and approval mechanisms to automate, improve quality, and generate high-value processes within your organization.
Chapter 8, Core Business Functionality in 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, Lightning Experience, covers Lightning Experience, which is Salesforce's new app that has been developed with a modern user interface and has been designed to replace the existing Classic version. In this chapter, we look at the how the two versions compare and the facilities to help manage the transition from Salesforce Classic to Lightning Experience.
Chapter 12,Einstein Analytics, provides an introduction to Einstein Analytics and looks at some of the key features and benefits that you can use to harness this new wave of advanced reporting that exists within the Salesforce ecosystem.
Chapter 13,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.
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.
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Section 1: Getting Started with Salesforce CRM
In this section, we will look at the options for establishing a profile for your company and a user and the organization-wide UI settings within Salesforce CRM. We will describe the settings within the setup menu, and we will outline the mechanisms available for searching records, record sharing, and storage.
This section contains the following chapters:
Chapter 1
,
Setting Up Salesforce CRM and the Company Profile
Chapter 2
,
Managing Users and Controlling System Access
Chapter 3
,
Configuring Objects and Apps
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 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 users' access to the Salesforce CRM (short for Customer Relationship Management) 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, can be managed. You will also be shown how to find your way around the Salesforce setup menu and be introduced to the settings available for organization-wide customizing 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 UI, 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 Salesforce CRM system administration.
In this chapter, we will cover the following topics:
The Salesforce setup menu
Setting up the company profile
User login and authorization
The
User Interface
(
UI
)
Search overview and settings
Data protection and privacy
Questions to test your knowledge
To start with, we will look at the location and features of the Salesforce setup menu.
The Salesforce setup menu
There are two alternative ways to access the Salesforce setup menu in Salesforce CRM, and these are controlled by the user interface settings for the organization.
One way to access the Salesforce setup menu is by directly clicking the Setup link in the top-right corner of the screen, as shown in the following screenshot:
The other way to access the Salesforce setup menu, if the Setup link is not present in the top-right corner of the screen, is by first clicking on your name and then clicking on the Setup option in the drop-down list, as shown in the following screenshot:
This setting is controlled by the Enable Improved Setup User Interface setting, which, when set, provides the direct Setup link at the top right of the screen. This and other setup options that control the user interface are covered later in this chapter.
When describing any setup steps within this book, we will begin the navigation path from Setup. For example, to enable Improved Setup User Interface, we will present the navigation path as Setup | Customize | User Interface | Enable Improved Setup User Interface.
The Setup menu is positioned on the left-hand side of the Salesforce screen. Clicking the menu option text (or the [>] icon to the left of a menu option) expands the menu, where you can then select the required menu item link, as shown in the following screenshot for 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 | Collapse All links, as shown in the following screenshot:
To quickly find a setup menu item, you can start typing the name of the menu option in the Quick Find search box. After you enter each character in the search box, the Quick Find search mechanism responds by displaying any matched setup menu text. As an example, to search for the user interface setup option, you would key each of the characters in the text (user int) as shown in the following screenshot:
We will now look at how your company profile can be configured in the Salesforce CRM application.
Setting up the company profile
The company profile contains core information for your organization within Salesforce, some of which is captured during the initial system sign-up, and includes the following:
Company information and primary contact details
Default language, locale, and time zone
License information
Fiscal year settings
Currencies and exchange rates
We'll take a look at some of the information and explain them in the following sections.
Company information and primary contact details
When your organization is first set up by Salesforce, various information about your company or enterprise will already be displayed on the Company Information page. This page can be accessed by navigating to Setup | Company Profile | Company Information.
Using the Company Information edit page, you can change the default localization settings and primary contact details, as shown in the following screenshot:
Let's take a look at default language, locale and time zone.
Default language, locale, and time zone
The company information settings that are specified for language, locale, and time zone can affect how key information is stored and presented in the Salesforce platform for your organization.
The organization settings for language, locale, and time zone can be overridden by your users and they can set their own language, locale, and time zone.
Users are able to override company information language, locale, and time zone settings by navigating to Your Name | My Settings | Personal | Language & Time Zone, as shown in the following screenshot:
We'll explain the default language, locale, and time zone settings in the next sections.
Default language
The language that is selected in the Language & Time Zone page becomes the language that is used throughout the Salesforce organization.
The text that users see on all of the screens and within the online help facility is set using the language in the Language & Time Zone page. However, users can specify a personal language setting. When users set a personal language setting, it overrides the selection at the Salesforce organization level.
Default locale
The default locale setting affects the format of date, date/time, and number fields.
For example, a given date in the English (United States) locale would appear as 07/27/2020, and in the English (United Kingdom) locale as 27/07/2020.
English (United States) locale shows time in AM and PM, as it uses the 12-hour clock system. Examples of this are 9:00 AM and 5:00 PM. The same times using the English (United Kingdom) locale are shown as 09:00 and 17:00, because the 24-hour clock system is used.
Numbers in the English (United States) locale would be displayed as 1,000.00, and in the German locale they would be displayed as 1.000,00.
However, individual users can set their own locale, which will override the organization-wide setting.
Default time zone
This is the primary time zone in which your organization is located; for example, the head office location. However, individual users can set their own time zone, which will override the organization-wide setting.
The following license information is present within the Company Information page.
License information
There are four types of licenses:
User license
: A user license grants a user with the permission to various functions within Salesforce CRM.
Feature license
: A feature license grants a user permission to access various additional Salesforce features. Examples of feature licenses include Service Cloud User and Marketing User.
Permission set license
: A permission set license grants a user access to certain additional features that are not part of their user license.
Usage-based entitlements
: A usage-based entitlement grants access to various facilities in Salesforce for a specified period of time or amount of usage. An example of a usage-based entitlement is the provision of a specified number of logins by partner community logins within a set period of time.
Currencies and conversion rates
Currency settings are organization-wide within Salesforce and can be set using either a single currency option using the Currency Locale setting in Company Profile, or as a multiple currencies option, where you can add currencies and set conversion rates using the Manage Currencies link within the Company Profile section.
The corporate currency is the type of currency that your organization uses to recognize sales revenue, and is used as the rate that all other currency conversion rates are based on. This is initially set by Salesforce when the Salesforce application is activated.
All organizations, whether using single or multiple currencies, are set by default with only one currency at Company Profile. For single currency instances, this setting is accessed by navigating to Setup | Company Profile | Company Information and then setting the Currency Locale field. For multiple currencies, this is set by navigating to Setup | Company Profile | Manage Currencies, and then clicking the Change Corporate button.
In the next section, we will take a look at single currency and multiple currencies.
Single currency
Single currency is the default setup for Salesforce organizations, whereupon you specify the currency locale for your company and your Salesforce users cannot set individual currency locales.
Multiple currencies
In a multiple currency organization, you set the corporate currency instead of the currency locale, and your Salesforce users can also set their individual currency by navigating to Your Name | My Settings | Personal | Personal Information.
Your Salesforce user's individual currency setting is applied to their record settings wherever there is data that contains currency amounts. Users will, therefore, see reports and dashboards, as well as any records that contain currency amounts, such as opportunities in their personal currency setting.
Users can also create opportunities (and all other data records that contain currency amounts) using any other available active currency.
We will explain active currencies, manage currencies, and dated exchange rates in the following sections.
Active currencies
The list of active currencies represents the countries or regions in which your company trades. Only an active currency can be set by you, as the system administrator on the organization profile, or by your users on their individual user records, or on data records in the currency field.
Dated exchange rates
Dated exchange rates are a feature in Salesforce CRM that offer the ability to track conversion rates when an opportunity closes, enabling the accurate reporting of opportunity converted amounts based on the rate that was set at the opportunity's close date. This is made possible because the historic conversion rates are stored, and rate changes after that close date can be tracked; therefore, reports can include the opportunity amount based on the conversion rate at the close date, instead of the rate at the time that the report is run.
Dated exchange rates are activated by setting the Advanced Currency Management option and are used for records that contain a currency amount, such as opportunities and opportunity products, as well as reports and dashboards that contain these types of object and fields.
When you first enable Advanced Currency Management, the existing conversion rates are set automatically as the first set of dated exchange rates.
To enable dated exchange rates after you have enabled advanced currency management, navigate to Setup | Company Profile | Manage Currencies | Manage Dated Exchange Rates.
We will now look at the fiscal year settings that are available in Salesforce.
Fiscal year settings
The fiscal year settings in Salesforce can be set by navigating to Setup | Company Profile | Fiscal Year. We'll take a look at standard and custom fiscal years in the next sections.
Standard fiscal years
The fiscal year settings in Salesforce use, by default, the Gregorian calendar year (12-month structure), starting from January 1 and ending on December 31. If your organization follows the 12-month structure, you can use a standard fiscal year.
When setting standard fiscal years, you can choose any month to be the starting period. The first day of the selected month is automatically set, and the name of the fiscal year can either be set as the start or end year.
As an example, should your fiscal year be set to start on June 2025 and end on May 2026, you can set the name of the fiscal year to be either 2025 or 2026.
Custom fiscal years
For organizations that require a more complicated period than the options found in standard fiscal years, you can define these periods using custom fiscal years. Instead of using calendar months, custom fiscal years allow periods to be set for week periods such as four, four, and five. Using this format allows quarters that are made up of 13 weeks.
