Salesforce CRM: The Definitive Admin Handbook

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Salesforce CRM: The Definitive Admin Handbook
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Table of Contents
Sample Chapters
  • Get to grips with tips, tricks, best-practice administration principles, and critical design considerations for setting up and customizing Salesforce CRM with this book and e-book
  • Master the mechanisms for controlling access to, and the quality of, data and information sharing
  • Take advantage of the only guide with real-world business scenarios for Salesforce CRM

Book Details

Language : English
Paperback : 376 pages [ 235mm x 191mm ]
Release Date : October 2011
ISBN : 1849683069
ISBN 13 : 9781849683067
Author(s) : Paul Goodey
Topics and Technologies : All Books, CMS and eCommerce, CRM, Enterprise

Table of Contents

Chapter 1: Getting Started with the Salesforce CRM Application: Organization Administration
Chapter 2: User Management in Salesforce CRM
Chapter 3: Configuration in Salesforce CRM
Chapter 4: Data Management
Chapter 5: Data Analytics
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: Getting Started with the Salesforce CRM Application: 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
    • 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 New User Interface Theme
        • Enable Printable list views
        • Enable Spell Checker
        • Enable Spell Checker on tasks and events
      • 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 Click-and-Create Events on Calendar Views
        • Enable Drag-and-Drop Scheduling on List Views
        • Enable Hover Links for My Tasks List
      • Setup settings
        • Enable Enhanced Page Layout Editor
        • Enable Enhanced Profile List Views
      • Advanced settings
        • Activate Extended Mail Merge
        • Always save Extended Mail Merge documents to the Documents tab
      • Search overview
        • Sidebar Search
        • Advanced Search
        • Global Search
      • 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 Auto-Complete
        • Enable Single-Search-Result Shortcut
        • Number of Search Results Displayed Per Object
      • Lookup Settings
      • Enhanced lookups
      • Lookup Auto-Completion
    • 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
        • Viewing and editing user information
          • Searching for users
        • Passwords 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 / Locked Account Assistance
        • Logging in as another user
        • Creating custom user fields
      • Summary
      • Chapter 3: Configuration in Salesforce CRM
        • Relationship between 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
          • Creating custom object relationships
        • Creating custom fields
          • Custom field data types
            • Auto Number
            • Checkbox
            • Currency
            • Date
            • Date/Time
            • Email
            • Formula
            • Hierarchical relationship
            • Lookup relationship
            • Master-detail relationship
            • Number
            • Percent
            • Phone
            • Picklist
            • Picklist (Multi-select)
            • Roll-Up Summary
            • Text
            • Text (Encrypted)
            • Text Area
            • Text Area (Long)
            • Text Area (Rich)
            • URL
          • 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
        • Related lists
        • List views
        • 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
            • Effects of adding or modifying sharing rules
            • Criteria-based sharing
            • Manual sharing rules
            • 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 picklists considerations
          • Importing and exporting data
            • Import wizard
            • Data Loader
            • Data Loader and import wizards compared
            • Weekly Export
          • Folders
          • Recycle Bin
          • Data storage utilization
          • Summary
          • Reports
            • Report Folders
            • Creating Reports
              • Standard Report Types
              • Custom Report Types
            • Running reports
            • Printing and exporting reports
              • Report considerations
            • Fields pane
            • Filters pane
            • Preview pane
            • Report formats
              • Tabular report format
              • Summary report format
              • Matrix report format
            • Groupings
            • Summary fields
            • Conditional highlighting
            • Custom summary formulas
              • Changing the report format
          • Dashboards
            • Dashboards 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
                  • E-mail alert
                  • Field update
                  • Task
                  • Outbound message
                • Configuring e-mail 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
                • Specify 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
              • Summary
              • Chapter 7: Salesforce CRM Functions
                • Functional overview of Salesforce CRM
                  • Marketing Administration
                  • Salesforce Automation
                  • Customer Service and Support Automation
                • Salesforce CRM Record Lifecycle
              • 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
              • 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
                      • Composing the News Bar mashup with Visualforce
                      • Adding the Visualforce page to the Account page layout
                      • Running the completed Visualforce page
                    • Visualforce page controllers
                      • Standard controller
                      • Custom controller
                      • Controller extensions
                    • Apex code
                    • Apex triggers
                  • Summary
                  • Chapter 9: Best Practices for Enhancing Productivity
                    • The AppExchange Marketplace
                    • Managed and unmanaged packages
                    • External and third-party tools
                    • App security
                      • Before installing an app
                      • Installing an app
                    • Change management overview
                      • Salesforce sandboxes
                      • Change requests
                      • Configure, develop, and deploy
                    • User adoption
                      • Usage
                      • 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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                    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

                    • Apply real-world knowledge to configure, maintain, extend, and maximize your company's use of Salesforce CRM
                    • Set up organization-wide settings that affect the look and feel of the system
                    • Customize your Salesforce CRM application, including page layouts, fields, and tabs
                    • Create and manage users
                    • Configure and tailor the system using Record types and Field-level security
                    • Automate business activities using Workflows
                    • Generate Meaningful Data and Workflow Reports that deliver results
                    • Explore Salesforce CRM functions such as Sales Automation, Campaign builder, lead queue and lead assignment, Cloud scheduler , and so on
                    • Extend via AppExchange, Visualforce pages, components, Apex controllers, and triggers
                    • Packed with tips and tricks for enhancing end-user productivity and expanding the Salesforce CRM implementation

                    In Detail

                    As an industry-leading Customer Relationship Management (CRM) application, Salesforce CRM helps the enterprise to improve client relations. It greatly enhances sales performance and provides your business with a robust CRM system. In order to achieve optimum performance from the Salesforce CRM system, there are a lot of things for you as the Salesforce Administrator to tackle. This is the only book which focuses on the administrative aspect of Salesforce CRM.

                    Salesforce CRM: The Definitive Admin Handbook will give you all the information you need to administer this powerful CRM application. It is the definitive 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 the maximum benefit from this exciting product.

                    This book provides a practical, step-by-step experience. You will start with the initial user, move on to security setup, and then progress to higher level tasks such as configuration, data management, and data analytics. You will also be presented with ways to improve the setup and avoid some common pitfalls using tips and tricks gained from real-world experiences. And finally you will be presented with ways in which the core platform can be further extended and enhanced to provide the maximum return on investment for your organization.

                    This book is focused on the needs of the enterprise, providing a solution-driven approach for both business and IT specialists to get the most from this powerful and popular CRM application. It will enhance your understanding of the features and functionality of the CRM application and get you completely ready to administer Salesforce CRM.


                    A practical guide through which you will discover how to set up and configure the application. Along the way, you will also be presented with solutions and real-life examples on how to further improve and maintain its functionality with clear step-by-step 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. By the end of the book, you will be ready to configure and administer a Salesforce CRM system in a real-world environment which fully supports your business needs.

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