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by Rakesh Gupta
Mastering Salesforce CRM Administration
Mastering Salesforce CRM Administration
Mastering Salesforce CRM Administration
Credits
Foreword
About the Author
About the Reviewers
www.PacktPub.com
Why subscribe?
Customer Feedback
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. A Deep Dive into the Salesforce Lightning Experience
Getting started with Lightning Experience
Salesforce Lightning Editions
Sales Cloud Lightning Editions
Service Cloud Lightning Editions
Creating a Salesforce developer account
Enabling the Lightning Experience for users
Granting permission to users through Profiles
Granting permission to users through permission sets
Switching between Lightning Experience and Salesforce Classic
The Lightning Experience for end users
The Lightning Experience navigation menu
The App Launcher in Lightning
The Home page
Global search
Types of objects and fields in Salesforce
Standard objects
Custom objects
Difference between standard and custom objects
External objects
Standard fields
Custom fields
Types of relationship in Salesforce
Master-detail relationship
Lookup relationship
Difference between master-detail and lookup relationships
Self-relationship
External lookup relationship
Indirect lookup relationship
Many-to-many relationship
Hierarchical relationship
A few points to remember
Test your knowledge
Summary
2. Security Settings in Salesforce
Company Information setup
Viewing the licenses
Setting up multiple currencies
Enabling a single currency
Adding a new currency
Changing corporate currency
Updating multi currency value
Effects of enabling multi currency
The fiscal year and its customization
Standard fiscal year
Custom fiscal year
Secure organization data using OWD
Setting up OWD
OWD access for objects
Role hierarchy
Sharing rule
Criteria-based sharing rule
Manual sharing
Apex managed sharing
Defer sharing calculations
Profiles
Different types of profiles
Permission sets
Settings available under permission sets
Creating a permission set
Field-level security
From an object field
Through profile
Field accessibility
Viewing Setup and Audit Trail
Audit Trail key concepts
A few points to remember
Test your knowledge
Summary
3. Territory Management
Introduction to Territory Management
Difference between role hierarchy and territory hierarchy
Difference between Territory Management and Enterprise Territory Management
Enterprise Territory Management key concepts
Configuring Enterprise Territory Management
Enabling Enterprise Territory Management
Building a territory model
Creating territory types
Creating a territory model record
Defining the territory hierarchy
Creating a territory account assignments rule
Assignment rules to assign accounts to territories
Manually assigning accounts to a territory
Manually assigning an account to one or more territories
Assigning users to territories
Using Chatter to collaborate with territory models
Activating a territory model
Running the Opportunity Territory Assignment filter
Manually excluding an opportunity from filter-based territory assignment
A few points to remember
Test your knowledge
Summary
4. Extending Salesforce with Custom Objects and Applications
Creating custom objects
Creating custom fields
Creating custom tabs
Creating Lightning apps
Creating Lightning record pages
Improving the data quality
Preventing duplicate records with Duplicate Management
Creating matching rule
Creating a duplicate rule
A few points to remember
Test your knowledge
Summary
5. Getting More Value from Sales Cloud
Campaign management
Steps to executing an outstanding marketing campaign
Creating a new campaign
Lead management
Creating a new lead
Converting a lead
Account management
Creating a new business account
Contact management
Understanding account and contact relationships
Contact to multiple accounts
Managing product and price books
Creating a product
Adding standard price to a product
Creating a price book
Associating a product with a price book
Opportunity management
Opportunity - standard fields
Creating a new opportunity
Adding products to an opportunity
Establishing schedules on opportunity products
Enabling product schedules
Inserting opportunity product schedules
Quote management
Quote-to-cash life cycle
Enabling quotes
Creating a new quote
Generating a quote PDF
E-mail quotation to customer
Syncing a quote with an opportunity
Collaborative forecasts
Enabling collaborative forecasts
Enabling a forecasts type
Defining collaborative forecasts date range
Enabling collaborative forecasts users
Understanding the collaborative forecasts hierarchy
Enabling adjustments
Enabling quotas
A few points to remember
Test your knowledge
Summary
6. Increasing Service Agent Productivity by Using Service Cloud
Case management
Best practices to streamline customer support
Creating a new case
Email-to-Case
Escalation rule
Mentoring case escalations
Entitlement management
Choosing a correct entitlement model
Setting up an entitlement process
Creating a milestone
Creating an entitlement process
Adding a milestone to an entitlement process
Adding a milestone action to an entitlement process
Activating an entitlement process
Applying your entitlement process to an entitlement
Knowledge management
Creating an article type
Enabling Salesforce Knowledge
Granting Salesforce Knowledge license to users
Configuring Data Categories
Adding categories to a data category group
Controlling data categories visibility
Live agent
A few points to remember
Test your knowledge
Summary
7. Optimizing Business Processes with Visual Workflow and Approval Processes
Business problems
Business use case 1
Solution 1 - Using a Visualforce Page, Apex class, and Force.com site
Solution 2 - Using a Visual Workflow, Visualforce Page, and Force.com site
Business use case 2
Solution 1 - Using an Apex trigger
Solution 2 - Using a Visual Workflow and Process Builder
Benefits of Visual Workflow
Overview of the Visual Workflow life cycle
Overview of Cloud Flow Designer
Overview of Visual Workflow building blocks
Flow elements
Flow resources
Flow connectors
Creating a calculator to display the summation of two numbers
Connecting the flow elements
Activating a version of a flow
Approval process
Wizard to create an approval process
Creating a new approval process
Final approval actions
Initial submission actions
Adding initial submission actions
Approval step 1
Approval step 2
Activating an approval process
A few points to remember
Summary
8. Automating Complex Business Processes
Process Builder overview
Business problems
Business use case
Solution 1 - using an Apex trigger
Solution 2 - using an Apex trigger
Overview of Process Builder user interface
Actions available in Process Builder
Difference between Process Builder and other tools
Creating applications with Process Builder
Hands on 1 - auto creating a child record
Creating a process
Adding evaluation criteria
Adding process criteria
Adding an action to a process
Activating a process
Deactivating a process
Deleting a process
Hands on 2 - auto-updating child records
Hands on 3 - posting message to Chatter group
Hands on 4 - auto submitting record into approval process
Time-dependent actions from Process Builder
Steps to check time-dependent action queue for Process Builder
A few points to remember
Summary
9. Analyzing Productivity with Reports and Dashboards
Understanding report types
Standard report types
Custom report types
Creating a custom report type
Adding fields related via Lookup
Different types of report formats
Tabular report
Summary report
Using cross filters in reports
Matrix report
Joined report
Categorizing report data with bucketing
Dashboard component and its types
Dynamic dashboard
Dashboard filter
Reporting snapshot
A few points to remember
Test your knowledge
Summary
10. E-mail and Mobile Administration
Deliverability
Access to send e-mails
Bounce administration
E-mail security compliance
Compliance BCC e-mail
E-mail to Salesforce
Autogenerating the Email to Salesforce e-mail address
Overview of the SalesforceA mobile application
Options available in the SalesforceA mobile application
Installing the SalesforceA mobile application
Logging in to the SalesforceA mobile application
Overview of the Salesforce Authenticator application
Installing the Salesforce Authenticator mobile application
Overview of the Salesforce1 mobile application
Features of the Salesforce1 mobile application
Installing the Salesforce1 mobile application
Enabling Salesforce1 for a mobile browser
Granting Salesforce1 access to users
Controlling which users can use the Salesforce1 application
Setting up connected apps for Salesforce1
Granting a Salesforce1-downloadable app access to users
Logging in to a Salesforce1 application
Branding of the Salesforce1 application
Enabling offline access for Salesforce1
A few points to remember
Test your knowledge
Summary
11. Different Ways of Deploying an Application between Environments
Deploying using change sets
Outbound change sets
Inbound change sets
Benefits of using change sets
Deploying using Force.com IDE
Force.com IDE Installation
Creating a project and deploying it using Force.com IDE
Benefits of using Force.com IDE
Deploying using packages
Deploy using Force.com Migration Tool
Force.com Migration Tool pre-requisite
Installing Force.com Migration Tool
Creating a project and deploy using Force.com Migration Tool
A few points to remember
Test your knowledge
Summary
12. Basics of Apex and Visualforce Page
Introducing Apex
Apex data types
Creating an Apex class
Introducing a Visualforce page
Understanding the MVC model
A few points to remember
Test your knowledge
Summary
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