Salesforce CRM: The Definitive Admin Handbook Second Edition电子书

Salesforce CRM: The Definitive Admin Handbook Second Edition

Table of Contents

Salesforce CRM: The Definitive Admin Handbook Second Edition

Credits

About the Author

About the Reviewers

www.PacktPub.com

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Free Access for Packt account holders

Instant Updates on New Packt Books

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Errata

Piracy

Questions

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

Active currencies

Manage Currencies

Dated exchange rates

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

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

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 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 Sidebar Search Autocomplete

Enable Single-Search-Result Shortcut

Number of Search Results Displayed Per Object

Lookup Settings

Enhanced lookups

Lookup Autocompletion

Summary

2. User Management in Salesforce CRM

Introduction to record ownership, profiles, and sharing

Record owner

Profiles and sharing

Profiles

Sharing

Roles

Permission sets

Creating Permission sets

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

Message

Help link

API Only User settings

Logging in as another user

How-to guide to help users grant login access to you

Creating custom user fields

Summary

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

Standard objects

Custom objects

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

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

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

Milestone objects

Chatter

Page layouts

Creating and modifying a page layout

Record types

Creating a record type

Related lists

List views

Force.com Quick Access Menu

Summary

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

Controlling fields

Dependent fields

Standard picklist fields

Default values

Converting fields

Field-level security

Page layouts

Record types

Importing data

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

5. Data Analytics with Reports and Dashboards

Reports

Report and Dashboard Folders

Creating reports

Standard report types

Administrative reports

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

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

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

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

Run this rule if the following criteria are met

Run this rule if the following formula evaluates to true

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

Using the Step element

Using the Screen element

Using the Decision element

The Resources tab

The Explorer tab

Saving a flow

Flow runtime considerations

Summary

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

Standard campaign fields

Standard campaign member fields

Campaign creation

Member status values

Target lists

Targeting existing leads or contacts

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

Lead management

Standard lead fields

Lead business process

Creating leads in Salesforce CRM

Manually creating lead records within the application

Manually creating leads with Web-to-Lead

Lead settings

The Web-to-Lead settings

Generating the Web-to-Lead HTML code

Web-to-Lead auto-response rules

Manual importing of 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

Cloud Scheduler

Cloud Scheduler setup

Cloud Scheduler requesting a meeting

Requesting a meeting and proposing meeting times

Invitees pick the times they can meet

Confirmation of the 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

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 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 Salesforce-specific merge fields

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

Apex code

Apex triggers

Summary

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

Index