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Salesforce CRM - The Definitive Admin Handbook - Fourth Edition
Salesforce CRM - The Definitive Admin Handbook - Fourth Edition
Credits
About the Author
Acknowledgments
About the Reviewer
www.PacktPub.com
Why subscribe?
Preface
What this book covers
What you need for this book
Who this book is for
Conventions
Reader feedback
Customer support
Downloading the color images of this book
Errata
Piracy
Questions
1. Setting up Salesforce CRM and the Company Profile
The Salesforce Setup menu
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
SMS text message verification code
Email message verification code
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
Active Currencies
Manage Currencies
Dated exchange rates
Fiscal year settings
Standard fiscal years
Custom fiscal years
Language settings
User interface and supported browsers
User interface
Supported browsers
Salesforce Classic 2005
Salesforce Classic 2010
Lightning Experience
User Interface settings
Enable Collapsible Sections
Show Quick Create
Enable Hover Details
Enable Related List Hover Links
Enable Separate Loading of Related Lists
Enable Separate Loading of Related Lists of External Objects
Enable Inline Editing
Enable Enhanced Lists
Enable the Salesforce Classic 2010 user interface theme
Enable Tab Bar Organizer
Enable Printable List Views
Enable Customization of Chatter User Profile Pages
Enable Salesforce Notification Banner
Disable Lightning Experience IE11 Support Deprecation Notification
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
Name settings
Enable Middle Names for Person Names
Enable Name Suffixes for Person Names
Setup settings
Enable Enhanced Page Layout Editor
Enable Enhanced Profile List Views
The Enable Enhanced Profile User Interface option
Enable Streaming API
Enable Dynamic Streaming Channel Creation
Enable Set Audit Fields upon Record Creation and Update Records with Inactive Owners User Permissions
Enable Custom Object Truncate
Enable Improved Setup User Interface
Enable Advanced Setup search
Advanced settings
Activate Extended Mail Merge
Always Save Extended Mail Merge Documents to the Documents tab
Search overview and settings
Sidebar Search
Advanced Search
Global Search
Searching in Salesforce.com
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 English-Only Spell Correction for Knowledge 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
Questions to test your knowledge
Questions
Question 1 - user login and authentication
Question 2 - company profile
Question 3 - fiscal years
Question 4 - user interface
Answers
Answer 1 - user login and authentication
Answer 2 - company profile
Answer 3 - fiscal years
Answer 4 - user interface
Summary
2. Managing Users and Controlling System Access
Introduction to 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
Managing users in Salesforce CRM
Creating new user records
Saving new user records
Viewing new user records
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
Freezing user accounts
Password management
Resetting passwords
Expiring passwords
Controlling system access
Password policies
User passwords expiration period
Enforce password history
Minimum password length
Password complexity requirement
Password question requirement
Maximum invalid login attempts
Lockout effective period
Obscure secret answer for password resets
Require a minimum one day password lifetime
Forgot Password or Locked Account Assistance
Message
Help link
API only user settings
Alternative Home Page
Session management
Session timeout
Timeout value
Disable session timeout warning popup
Force logout on session timeout
Session settings
Lock sessions to the IP address from which they originated
Lock sessions to the domain in which they were first used
Require secure connections (HTTPS)
Force relogin after Login-As-User
Require HttpOnly attribute
Use POST requests for cross-domain sessions
Enforce login IP ranges on every request
Caching
Enable caching and autocomplete on login page
Enable secure and persistent browser caching to improve performance
Enable user switching
Remember Me until logout
Identity verification
Enable the SMS method of identity verification
Require security tokens for API logins from callouts (API version 31.0 and earlier)
Allow location-based automated verifications with Salesforce Authenticator
Allow only from trusted IP addresses
Lightning Login
Allow Lightning Login
Clickjack protection
Enable clickjack protection for setup pages
Enable clickjack protection for non-setup Salesforce pages
Enable clickjack protection for customer Visualforce pages with standard headers
Enable clickjack protection for customer Visualforce pages with headers disabled
Cross-Site Request Forgery (CSRF) protection
Enable CSRF protection on GET requests on non-setup pages
Enable CSRF protection on POST requests on non-setup pages
Content Security Policy protection
Session security levels
Logout page settings
Logging in as another user
Creating a guide to help users grant login access to you
Creating custom user fields
Salesforce.com Health Check
Health Check Score
The Salesforce Baseline standard
Questions to test your knowledge
Questions
Question 1 - standard profiles
Question 2 - permission sets
Question 3 - User records
Question 4 - Password Policies
Answers
Answer 1 - standard profiles
Answer 2 - permission sets
Answer 3 - user records
Answer 4 - password policies
Summary
3. 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)
URL
Dependent picklists
Building relationship fields
Lookup relationship options
Master-detail relationship options
Allow reparenting option
Lookup filters
Building formulas
Basic formula
Advanced formula
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
Force.com 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
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
Summary
4. 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
OWDs 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
External OWDs for sharing
Effects of Modifying 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
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
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 - Field-level access
Question 2 - Data access levels
Question 3 - Record-level access
Question 4 - Organization-Wide Defaults
Question 5 - Role Hierarchy
Question 6 - Data Access Security Model Exception
Answers
Answer 1- Field-level access
Answer 2 - Data Access Levels
Answer 3 - Record-level access
Answer 4 - Organization-Wide Defaults
Answer 5 - Role Hierarchy
Answer 6 - Data Access Security Model Exception
Summary
5. Managing Data in Salesforce CRM
Data quality
Data validation rules
Field description section
Error condition formula section
Error message section
Dependent picklists
Dependent and controlling picklists
Controlling picklist restrictions and limitations
Controlling fields restrictions and limitations
Dependent fields restrictions and limitations
Converting fields
Page layouts
Record types
Importing data
An overview of data import and export utilities
Data Import Wizard
Individual import wizards
Data Loader
Data Loader and import wizards compared
Best practices for mass data updating
Back up data
Test batch
Export backup data
Export Now
Schedule Export
Recycle Bin
Data storage utilization
Questions to test your knowledge
Questions
Question 1 - Data validation rules
Question 2 - Dependent fields
Question 3 - Data Import Wizard
Question 4 - Data Import Wizard features
Question 5 - Data Loader and import wizards compared
Question 6 - Recycle Bin
Answers
Answer 1 - Data Validation rules
Answer 2 - Dependent fields
Answer 3 - Data Import Wizard
Answer 4 - Data Import Wizard features
Answer 5 - Data Loader and import wizards compared
Answer 6 - Recycle Bin
Summary
6. Generating Data Analytics with Reports and Dashboards
Reports
Report and Dashboard Folders
Creating new report and dashboard folders
Keep favorite report folders in view
Enhanced sharing for reports and dashboards
Viewer access
Editor access
Manager access
Creating reports
Standard report types
Administrative reports
Hiding standard report types
Custom report types
Creating custom report types
Defining custom report types
Step 1 - Defining the Custom Report Type template
Step 2 - Defining report records set
Edit layout
Running reports
Printing and exporting 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
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
Questions to test your knowledge
Questions
Question 1 - Report formats
Question 2 - Groupings
Question 3 - Conditional Highlighting
Question 4 - Dashboard Components
Question 5 - Dynamic dashboards
Answers
Answer 1 - Report formats
Answer 2 - Groupings
Answer 3 - Conditional Highlighting
Answer 4 - Dashboard Components
Answer 5 - Dynamic dashboards
Summary
7. 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
Run this rule if the following criteria are met
Run this rule if the following formula evaluates to true option
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
Approvals in Chatter
Approvals in Chatter checklist
Configuring approval processes
Choosing an approval process wizard
Jump Start Wizard
Standard Setup Wizard
E-mail approval response
Creating approval steps
Measuring and refining
Process visualizer
Visual Workflow
Configuring Visual Workflow
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
Introduction to Lightning Process Builder
Comparison of Workflow Automation Tools
Feature comparison of Workflow Automation Tools
Supported actions 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 Rejectioning approval processes
Question 6 - During approval processes
Answers
Answer 1 - Workflow Automation
Answer 2 - Workflow Processes
Answer 3 - Time-dependent Workflow
Answer 4 - Initiating Approval Processes
Answer 5 - Approving or Rejecting approval Processes
Answer 6 - During Approval Processes
Summary
8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM
Functional overview of Salesforce CRM
Marketing administration
Salesforce automation
Customer service and support automation
Enterprise social networking with Salesforce Chatter
Salesforce CRM record life cycle
Marketing administration
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 lead or contact 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 process
Creating leads in Salesforce CRM
Creating lead records within the application
Manually creating leads with Web-to-Lead
Manual importing of multiple leads
Lead queue
Creating and adding users to a lead queue
Lead assignment rules
Lead conversion
Salesforce automation
Account management
Contact management
Activity management
Cloud Scheduler
Cloud Scheduler requesting a meeting
Requesting a meeting
Invitees response
Confirmation of the meeting
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
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
Chat settings
Influence
Chatter e-mail settings
E-mail notifications
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
9. 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
Introduction to Visualforce
Visualforce pages
Creating a Visualforce page
Visualforce pages setup page
Visualforce development mode
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 Copy 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
10. Administrating the Mobile Features of Salesforce CRM
Accessing Salesforce mobile solutions
Salesforce mobile products overview
SalesforceA
SalesforceA supported devices
Salesforce Touch
Salesforce Classic
Salesforce Classic supported Operating Systems
Salesforce Classic data availability
Salesforce Classic Administration
Salesforce Classic Full Version Access
Salesforce Classic Free Version Access
Mobile Administration Console
Salesforce1
Salesforce1 supported devices
Salesforce1 data availability
Rich Text area field exception in Salesforce1
Salesforce1 Administration
Salesforce1 Mobile Browser App access
Salesforce1 desktop browser access
Salesforce1 downloadable App access
Salesforce1 notifications
Salesforce1 branding
Salesforce1 compact layouts
Salesforce1 offline access
Salesforce1 Setup with the Salesforce1 Wizard
Salesforce1 differences from the Full Salesforce CRM browser app
Mobile Dashboards
Salesforce Adoption Manager
Questions to test your knowledge
Questions
Question 1 - Salesforce1 App access.
Question 2 - Salesforce1 Downloadable Apps.
Answers
Answer 1 - Salesforce1 App access.
Answer 2 - Salesforce1 Downloadable Apps.
Summary
11. 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 Certified Administrator Study Guide
Using the Salesforce Certified Administrator Study Guide
Question 1 - Analysis
Analyzing the question
Reviewing the answers
Conclusion
Registering for the Salesforce Certified Administrator exam
Rescheduling the exam
What to expect during and after the exam
During the exam
After the exam
Summary
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