Salesforce CRM: The Definitive Admin Handbook - Second Edition

Salesforce CRM: The Definitive Admin Handbook - Second Edition
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Table of Contents
Sample Chapters
  • Updated for Spring '13, this book covers best practice administration principles, real-world experience, and critical design considerations for setting up and customizing Salesforce CRM
  • Analyze data within Salesforce by using reports, dashboards, custom reports, and report builder
  • A step-by-step guide offering clear guidance for the customization and administration of the Salesforce CRM application
  • Connect users with people and share business information using Salesforce Chatter
  • Learn to extend the functionality of the Salesforce CRM application through the use of the platform and technologies such as Visualforce
  • Improve the user experience of users in Salesforce CRM by providing additional functionality using external applications from the AppExchange

Book Details

Language : English
Paperback : 426 pages [ 235mm x 191mm ]
Release Date : July 2013
ISBN : 1782170529
ISBN 13 : 9781782170525
Author(s) : Paul Goodey
Topics and Technologies : All Books, Enterprise Products and Platforms, CRM, Enterprise

Table of Contents

Chapter 1: Organization Administration
Chapter 2: User Management in Salesforce CRM
Chapter 3: Configuration in Salesforce CRM
Chapter 4: Data Management
Chapter 5: Data Analytics with Reports and Dashboards
Chapter 6: Implementing Business Processes in Salesforce CRM
Chapter 7: Salesforce CRM Functions
Chapter 8: Extending Salesforce CRM
Chapter 9: Best Practices for Enhancing Productivity
  • Chapter 1: Organization Administration
    • User login and authorization
      • Does the user's profile have any login restrictions?
        • Login hour restrictions
        • IP address restrictions
      • Does the user's IP address appear within your organization's trusted IP address list?
        • Trusted IP range
      • Has the user been activated from this IP address before?
      • Does the user's web browser have a valid cookie stored from Salesforce?
      • Computer activation process
        • User interface
        • API or a desktop client
    • Establishing your company profile within Salesforce
      • 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
      • Fiscal year settings
        • Standard fiscal years
        • Custom fiscal years
      • My Domain
        • Language settings
    • User Interface
      • User Interface settings
        • Enable Collapsible Sections
        • Show Quick Create
        • Enable Hover Details
        • Enable Related List Hover Links
        • Enable Separate Loading of Related Lists
        • Enable Inline Editing
        • Enable Enhanced Lists
        • Enable the New User Interface Theme
        • Enable Tab Bar Organizer
        • Enable Printable List Views
        • Enable Spell Checker
      • Sidebar
        • Enable Collapsible Sidebar
        • Show Custom Sidebar Components on All Pages
      • Calendar settings
        • Enable Home Page Hover Links for Events
        • Enable Drag-and-Drop Editing on Calendar Views
        • Enable Hover Links for My Tasks List
      • Setup settings
        • Enable Enhanced Page Layout Editor
        • Enable Enhanced Profile List Views
        • Enable Enhanced Profile User Interface
        • Enable Custom Object Truncate
      • Advanced settings
        • Activate Extended Mail Merge
        • Always save Extended Mail Merge documents to the Documents tab
    • Search overview
      • Sidebar Search
      • Advanced Search
      • Global Search
        • Searching in
      • Search Settings
        • Enable "Limit to Items I Own" Search Checkbox
        • Enable Document Content Search
        • Enable Search Optimization if your Content is Mostly in Japanese, Chinese, or Korean
        • Use Recently Viewed User Records for Blank and Auto-Complete Lookups
        • Enable Drop-Down List for Sidebar Search
        • Enable Sidebar Search Autocomplete
        • Enable Single-Search-Result Shortcut
        • Number of Search Results Displayed Per Object
      • Lookup Settings
      • Enhanced lookups
      • Lookup Autocompletion
    • Summary
    • Chapter 2: User Management in Salesforce CRM
      • Introduction to record ownership, profiles, and sharing
        • Record owner
        • Profiles and sharing
          • Profiles
          • Sharing
      • Managing users in Salesforce CRM
        • Creating new users
        • Adding multiple users
        • Delegation of user management
        • Creating a profile with the Manage Users permission
        • Using delegated administration
        • Viewing and editing user information
          • Searching for users
          • Deactivating users
        • Password management
          • Resetting passwords
          • Expiring passwords
        • Password policies
          • User passwords expire in
          • Enforce password history
          • Minimum password length
          • Password complexity requirement
          • Password question requirement
          • Maximum invalid login attempts
          • Lockout effective period
          • Forgot Password or Locked Account Assistance
        • Logging in as another user
        • How-to guide to help users grant login access to you
        • Creating custom user fields
      • Summary
      • Chapter 3: Configuration in Salesforce CRM
        • 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
          • Tabs
            • Hiding and showing tabs
            • Standard tabs
            • Custom tabs
          • Renaming labels for standard tabs, standard objects, and standard fields
        • Creating custom objects
          • Object Limits
        • Creating custom object relationships
      • Creating custom fields
        • Custom-field data types
          • Auto Number
          • Checkbox
          • Currency
          • Date
          • Date/Time
          • Email
          • Formula
          • Geolocation
          • Lookup relationship
          • Master-detail relationship
          • Hierarchical relationship
          • Number
          • Percent
          • Phone
          • Picklist
          • Picklist (Multi-select)
          • Roll-Up Summary
          • Text
          • Text (Encrypted)
          • Text Area
          • Text Area (Long)
          • Text Area (Rich)
          • URL
        • Dependent picklists
        • Building relationship fields
          • Lookup relationship options
          • Master-detail relationship options
          • Lookup filters
        • Building formulas
          • Basic formula
          • Advanced formula
          • Building formulas – best practices
          • Building formula text and compiled character size limits
      • Custom field governance
        • Addressing the issue
          • More generic field names
          • Field history tracking
          • Milestone objects
          • Chatter
      • Page layouts
        • Creating and modifying a page layout
      • Record types
        • Creating a record type
      • Related lists
      • List views
        • Quick Access Menu
      • Summary
        • Chapter 4: Data Management
          • Data access security model
          • Organization-wide sharing defaults (OWD)
            • OWD access level actions
            • Public Full Access (Campaigns only)
            • Public Read/Write/Transfer (Cases or Leads only)
            • Public Read/Write
            • Public Read Only
            • Private
            • No Access, View Only, or Use (Price Book only)
            • Granting access using hierarchies
            • Controlled by Parent
            • 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
          • Organization-wide defaults and sharing rules
          • Sharing rules
            • Account sharing rules
            • Account territory sharing rules
            • Campaign sharing rules
            • Case sharing rules
            • Contact sharing rules
            • Lead sharing rules
            • Opportunity sharing rules
            • Custom object sharing rules
            • Groups
              • Public groups
              • Personal groups
            • Effects of adding or modifying sharing rules
            • Criteria-based sharing
            • Manual sharing rules
            • Queues
            • Sharing access diagram
          • Data validation
            • Data validation rules
              • Field description section
              • Error condition formula section
              • Error message section
            • Dependent picklists
              • Dependent and controlling picklists
              • Dependent picklist considerations
          • Importing and exporting data
            • Import wizard
            • Data Loader
            • Data Loader and import wizards compared
            • Best practice for mass data updating
            • Weekly export
          • Field sets
          • Folders
          • Recycle Bin
          • Data storage utilization
          • Summary
          • Chapter 5: Data Analytics with Reports and Dashboards
            • Reports
              • Report and Dashboard Folders
              • Creating reports
                • Standard report types
                • Custom report types
              • Running reports
              • Printing and exporting reports
                • Report considerations
              • 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
              • Dashboard component types
                • Chart
                • Gauge
                • Metric
                • Table
                • Visualforce page
              • Creating dashboards
              • Dynamic dashboards
              • Setting up dynamic dashboards
              • Customizing dashboards
                • Setting the running user
                • Column-level controls
                • Component-level controls
              • Setting dashboard properties
              • Deleting dashboards
              • Printing dashboards
            • Summary
            • Chapter 6: Implementing Business Processes in Salesforce CRM
              • Workflow rules and approval processes
                • Workflow and approval actions
                • Configuring e-mail alerts for workflow rules and approval processes
                  • Organization-wide e-mail 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
                • Specifying the workflow actions
                  • Immediate workflow actions
                  • Time-dependent workflow actions
                  • Adding immediate workflow actions
                  • Adding time-dependent workflow actions
                  • Activating the workflow rule
                  • Workflow rule considerations
                  • Monitoring the workflow queue
              • Approval process
                • Approval process checklist
              • Configuring approval processes
                • Choosing an approval process wizard
                  • Jump Start Wizard
                  • Standard Setup Wizard
                • Creating approval steps
                • Measuring and refining
                • Process visualizer
              • Visual Workflow
                • Configuring Visual Workflow
                • Flow Designer
                • Flow Designer considerations
                • The Palette tab
                  • Elements
                • The Resources tab
                • The Explorer tab
                • Saving a flow
                • Flow runtime considerations
              • Summary
              • Chapter 7: Salesforce CRM Functions
                • Functional overview of Salesforce CRM
                  • Marketing administration
                  • Salesforce automation
                  • Customer service and support automation
                  • Enterprise social networking
                  • Salesforce CRM record life cycle
                • Marketing administration
                  • Campaign management
                    • Campaign planning
                    • Campaign setup
                    • Campaign creation
                    • Campaign execution
                    • Campaign responses
                    • Campaign effectiveness
                  • Lead management
                    • Standard lead fields
                    • Lead business process
                    • Creating leads in Salesforce CRM
                • Salesforce automation
                  • Account management
                  • Contact management
                  • Activity management
                    • Cloud Scheduler
                    • Cloud Scheduler setup
                    • Cloud Scheduler requesting a meeting
                  • Opportunity management
                • Service cloud
                  • Case management
                    • Email-to-Case
                    • Web-to-Case
                    • Case queues
                    • Assignment rules
                    • Escalation rules
                    • Early triggers
                • Salesforce Chatter
                  • Chatter primary features
                    • Feed
                    • Post
                    • Invitations
                  • Chatter settings
                    • Enabling Chatter
                    • E-mail notifications
                    • Rich link previews in feed
                    • Approval posts
                    • Coworker Invitations
                    • Tasks in feeds
                    • Customer invitations
                  • Feed tracking
                  • Chat settings
                  • Influence
                • Summary
                • Chapter 8: Extending Salesforce CRM
                  • Enterprise mashups in web applications
                  • Mashups in Salesforce CRM
                    • Server-side mashups
                    • Client-side mashups
                      • Client-side services mashups
                      • Client-side presentation mashups
                  • Introduction to Visualforce
                    • Visualforce pages
                      • Creating a Visualforce page
                      • Visualforce components
                      • Creating an example mashup with Visualforce
                      • Deleting the default new Visualforce markup content
                      • Adding the Visualforce page to the Account page layout
                      • Running the completed Visualforce page
                    • Visualforce page controllers
                      • Standard controllers
                      • Custom controllers
                      • Controller extensions
                    • Apex code
                    • Apex triggers
                  • Summary
                  • Chapter 9: Best Practices for Enhancing Productivity
                    • Managed and unmanaged packages
                    • External and third party tools
                    • App security
                      • Before installing an app
                        • Read specifications and reviews
                        • Review screenshots and customization guides
                        • Take a test drive
                      • Installing an app
                        • Get It Now
                        • Post-install configuration
                      • Uninstalling an app
                        • AppExchange best practices
                    • Change management overview
                      • Salesforce sandboxes
                        • Developer sandbox
                        • Configuration Only sandbox
                        • Full copy sandbox
                      • Change requests
                        • Immediate release
                        • Minor release
                        • Major release
                      • Configure, develop, and deploy
                    • User adoption
                      • Usage
                        • Simplicity
                        • Connectivity
                        • Salesforce Mobile
                        • Communications
                      • Data quality
                      • Business performance
                    • Summary

                    Paul Goodey

                    Paul Goodey is the author of Salesforce CRM Admin Cookbook by Packt Publishing. He has over 15 years' 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 developer, business analyst, consultant, and as a system administrator to provide solutions for both in-house and consultancy-based end-users. Based in the UK near London, Paul's professional qualifications include 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 administrator and developer online community and can be found at LinkedIn at
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                    Submit Errata

                    Please let us know if you have found any errors not listed on this list by completing our errata submission form. Our editors will check them and add them to this list. Thank you.


                    - 1 submitted: last submission 09 Jun 2014

                    Errata type: Technical | Page number: 17

                    The sentence "Numbers in the English (United States) locale would be displayed as  1,000.00 and in the  German locale as 1.00,000."

                    should be 

                    "Numbers in the English (United States) locale would be displayed as  1,000.00 and in the  German locale as 1.000,00."

                    Sample chapters

                    You can view our sample chapters and prefaces of this title on PacktLib or download sample chapters in PDF format.

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                    What you will learn from this book

                    • Implement mechanisms to manage login access and determine company-specific information
                    • Manage users within Salesforce CRM using features such as granting login access to administrators and enabling delegated user administration
                    • Configure data structures and user interfaces in Salesforce CRM by using various mechanisms offered by Salesforce CRM
                    • Control object and profile permissions to access data records by using permission sets, sharing rules, criteria-based sharing, and also manual sharing
                    • Configure actions for workflow rules and approval processes to automate and streamline the key business process for your organization
                    • Understand the functional areas within Salesforce CRM for campaigns to customers
                    • Learn to administer and configure complex Salesforce CRM functionality with ease

                    In Detail

                    Salesforce CRM: The Definitive Admin Handbook is the complete guide to 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 maximum benefit from this exciting product.

                    Salesforce CRM is a market-leading customer relationship management (CRM) application that is accessed over the Internet. The CRM application provides facilities to manage sales projections and orders, marketing plans, business process automation and collaboration, service and support, and data analytics. The application greatly enhances a company’s sales performance, improves team work and collaboration, and provides a robust customer relationship management strategy for an organization.

                    Salesforce CRM: The Definitive Admin Handbook has been updated for the Spring '13 release and gives you all the information you need to administer this powerful CRM application.

                    The book begins with the setup of users and security settings and then progresses to configuration, data management, and data analytics. Finally, the book covers the ways in which the core platform can be further extended and enhanced.

                    Focused on the needs of the enterprise, this book provides a solution-driven approach for both business and IT specialists to get the most from the Salesforce CRM application. It begins with setting up of organization-wide features that affect the look-and-feel of the application. We will then move on to data management, analytics, process automation and approval mechanisms are then covered, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. Finally, we will look into the methods used to further enhance the system and to improve the return on investment from the application.

                    After reading Salesforce CRM: The Definitive Admin Handbook, you will feel comfortable with the administration features within Salesforce CRM and will have been presented with real-world scenarios to improve the setup and avoid some common pitfalls.


                    A practical guide which will help to discover how to setup and configure the Salesforce CRM application. It offers solutions and practical examples on how to further improve and maintain its functionality with clear systematic instructions. Being highly organized and compact, this book contains detailed instructions with screenshots, diagrams, and tips that clearly describe how you can administer and configure complex Salesforce CRM functionality with absolute ease.

                    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 and by the end of the book, you should be ready to administer Salesforce CRM in a real-world environment.

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