Salesforce CRM: The Definitive Admin Handbook

A comprehensive, power-packed guide for all Salesforce Administrators covering everything from setup and configuration, to the customization of Salesforce CRM
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Salesforce CRM: The Definitive Admin Handbook

Paul Goodey

A comprehensive, power-packed guide for all Salesforce Administrators covering everything from setup and configuration, to the customization of Salesforce CRM
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Book Details

ISBN 139781849683067
Paperback376 pages

Book Description

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.

Table of Contents

Chapter 1: Getting Started with the Salesforce CRM Application: Organization Administration
User login and authorization
Establishing your company profile within Salesforce
User Interface
Summary
Chapter 2: User Management in Salesforce CRM
Introduction to record ownership, profiles, and sharing
Managing users in Salesforce CRM
Summary
Chapter 3: Configuration in Salesforce CRM
Relationship between profile and the features that it controls
Creating custom objects
Creating custom fields
Custom field governance
Page layouts
Record types
Related lists
List views
Summary
Chapter 4: Data Management
Data access security model
Organization-wide Sharing Defaults (OWD)
Role hierarchy
Organization-wide defaults and Sharing Rules
Sharing Rules
Data validation
Importing and exporting data
Folders
Recycle Bin
Data storage utilization
Summary
Chapter 5: Data Analytics
Reports
Dashboards
Folders
Reports
Dashboards
Summary
Chapter 6: Implementing Business Processes in Salesforce CRM
Workflow rules and approval processes
Configuring workflow rules
Approval process
Configuring approval processes
Summary
Chapter 7: Salesforce CRM Functions
Functional overview of Salesforce CRM
Marketing administration
Salesforce automation
Service cloud
Summary
Chapter 8: Extending Salesforce CRM
Enterprise mashups in web applications
Mashups in Salesforce CRM
Introduction to Visualforce
Summary
Chapter 9: Best Practices for Enhancing Productivity
The AppExchange Marketplace
Managed and unmanaged packages
External and third-party tools
App security
Change management overview
User adoption
Summary

What You Will Learn

  • 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 salesforce.com 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

Authors

Table of Contents

Chapter 1: Getting Started with the Salesforce CRM Application: Organization Administration
User login and authorization
Establishing your company profile within Salesforce
User Interface
Summary
Chapter 2: User Management in Salesforce CRM
Introduction to record ownership, profiles, and sharing
Managing users in Salesforce CRM
Summary
Chapter 3: Configuration in Salesforce CRM
Relationship between profile and the features that it controls
Creating custom objects
Creating custom fields
Custom field governance
Page layouts
Record types
Related lists
List views
Summary
Chapter 4: Data Management
Data access security model
Organization-wide Sharing Defaults (OWD)
Role hierarchy
Organization-wide defaults and Sharing Rules
Sharing Rules
Data validation
Importing and exporting data
Folders
Recycle Bin
Data storage utilization
Summary
Chapter 5: Data Analytics
Reports
Dashboards
Folders
Reports
Dashboards
Summary
Chapter 6: Implementing Business Processes in Salesforce CRM
Workflow rules and approval processes
Configuring workflow rules
Approval process
Configuring approval processes
Summary
Chapter 7: Salesforce CRM Functions
Functional overview of Salesforce CRM
Marketing administration
Salesforce automation
Service cloud
Summary
Chapter 8: Extending Salesforce CRM
Enterprise mashups in web applications
Mashups in Salesforce CRM
Introduction to Visualforce
Summary
Chapter 9: Best Practices for Enhancing Productivity
The AppExchange Marketplace
Managed and unmanaged packages
External and third-party tools
App security
Change management overview
User adoption
Summary

Book Details

ISBN 139781849683067
Paperback376 pages
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