As an industry-leading Customer Relationship Management (CRM) application, Salesforce CRM helps enterprises, big and small, 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 many areas for you as the Salesforce administrator to tackle. This is the only book that provides a comprehensive guide to the administrative aspects of Salesforce CRM.
This book will give you all the information you need to administer this powerful CRM application. It is the definitive guide to implement 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 innovative product.
Chapter 1, Organization Administration, shows you how to set up the organization-wide settings that affect the look and feel of the system and provide access to features for all users within the system.
Chapter 2, User Management in Salesforce CRM, describes how to manage and administer user records and password policies, and describes how profiles and permission sets affect the permissions of individual users.
Chapter 3, Configuration in Salesforce CRM, covers the various methods to configure and tailor the system to suit the way information is used within the organization through the use of objects and fields as well as providing a look at custom field governance.
Chapter 4, Data Management, looks in detail at the data access security models in Salesforce CRM and the mechanisms to control access, such as Organization-wide Sharing Defaults (OWD) and sharing mechanisms.
Chapter 5, Data Analytics with Reports and Dashboards, discusses and describes the analytics building blocks within Salesforce CRM.
Chapter 6, Implementing Business Processes in Salesforce CRM, discusses the various methods to automate business activities and approval mechanisms in order to align them with business processes.
Chapter 7, Salesforce CRM Functions, looks at the core functional areas within Salesforce CRM, such as Marketing Administration, Salesforce Automation, Customer Service, and Salesforce Chatter, and describes how you can administer and measure the process from campaign to customer and beyond.
Chapter 8, Extending Salesforce CRM, explains how Visualforce coding can be used to extend the standard page functionality in Salesforce CRM and provides an example walk-through of setting up an enterprise mash-up between a web utility and a Salesforce CRM Visualforce page.
Chapter 9, Best Practices for Enhancing Productivity, looks at methods to improve the experience of users in Salesforce CRM and the ways to measure user adoption. AppExchange Marketplace is covered along with best practices for app selection and a walk-through of the process of installing an app from AppExchange.
Chapter 10, Mobile Administration, describes how mobile devices have become commonplace in both the personal and professional lives of users, and covers the administration features of the mobile business solutions provided by Salesforce.