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by Paul Goodey
Salesforce CRM – The Definitive Admin Handbook - Third Edition
Salesforce CRM – The Definitive Admin Handbook Third Edition
Table of Contents
Salesforce CRM – The Definitive Admin Handbook Third Edition
Credits
About the Author
Acknowledgments
About the Reviewers
www.PacktPub.com
Support files, eBooks, discount offers, and more
Why subscribe?
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
Downloading the example code
Downloading the color images of this book
Errata
Piracy
Questions
1. Organization Administration
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
E-mail message verification code
API or a desktop client
Establishing your company profile within Salesforce
Company information and primary contact details
The default language, locale, and time zone
The default language
The default locale
The default time zone
License information
Currencies and conversion rates
Single-currency
Multiple-currency
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
User interface settings
The Enable Collapsible Sections option
The Show Quick Create option
The Enable Hover Details option
The Enable Related List Hover Links option
The Enable Separate Loading of Related Lists option
The Enable Inline Editing option
The Enable Enhanced Lists option
The Enable New User Interface Theme option
The Enable Tab Bar Organizer option
The Enable Printable List Views option
The Enable Spell Checker option
The Enable Spell Checker on Tasks and Events option
The Enable Customization of Chatter User Profile Pages option
The Enable Salesforce Notification Banner option
Sidebar
The Enable Collapsible Sidebar option
The Show Custom Sidebar Components on All Pages option
Calendar settings
The Enable Home Page Hover Links for Events option
The Enable Drag-and-Drop Editing on Calendar Views options
The Enable Click-and-Create Events on Calendar Views option
The Enable Drag-and-Drop Scheduling on List Views option
The Enable Hover Links for My Tasks List option
Setup settings
The Enable Enhanced Page Layout Editor option
The Enable Enhanced Profile List Views option
The Enable Enhanced Profile User Interface option
The Enable Streaming API option
The Enable Custom Object Truncate option
The Enable Improved Setup User Interface option
The Enable Advanced Setup Search option
Search overview
Sidebar search
Advanced search
Global search
Searching in Salesforce.com
Search settings
The Enable "Limit to Items I Own" Search Checkbox option
The Enable Document Content Search option
The Enable Search Optimization if your Content is Mostly in Japanese, Chinese, or Korean option
The Use Recently Viewed User Records for Blank and Auto-Complete Lookups option
The Enable Drop-Down List for Sidebar Search option
The Enable English-Only Spell Correction for Knowledge Search option
The Enable Sidebar Search Autocomplete option
The Enable Single-Search-Result Shortcut option
The Number of Search Results Displayed Per Object option
Lookup settings
Enhanced lookups
Lookup autocompletion
Summary
2. User Management in Salesforce CRM
An 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
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
Password policies
The user password 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 1 day password lifetime
Forgot Password / 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
Require secure connections (HTTPS)
Force relogin after Login-As-User
Require HttpOnly attribute
Use POST requests for cross-domain sessions
Login page caching and autocomplete
Enable caching and autocomplete on login page
Identity confirmation
Enable SMS-based identity confirmation
Clickjack protection
Enable clickjack protection for setup pages
Enable clickjack protection for non-setup Salesforce pages
Enable clickjack protection for non-setup customer Visualforce pages
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
Session Security Levels
Logging in as another user
A 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
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
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
The clear the value of this field option
The don't allow deletion of the lookup record that's part of a lookup relationship option
The delete this record also option
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
The data access security model
Organization-Wide Defaults (OWDs) for sharing
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
External Organization-Wide Defaults (OWDs) for sharing
Effects of modifying the 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
The show in tree view option
The show in sorted list view option
The show in list view option
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 rules
Manual sharing rules
Manual sharing for user records
Queues
Sharing access diagram
Data validation
Data validation rules
The field description section
The Error Condition Formula section
The 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
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
Weekly export
Field sets
Folders
Recycle Bin
Data storage utilization
Summary
5. Data Analytics with Reports and Dashboards
Reports
The Report and Dashboard Folders section
Creating New Report and Dashboard Folders
Keep Favorite Report Folders In View
Enhanced sharing for reports and dashboards
The Viewer access setting
The Editor access setting
The Manager access setting
Creating reports
Standard report types
Administrative reports
Hiding standard report types
Custom report types
Creating custom report types
Defining custom report types
Step 1 – Define the Custom Report Type
Step 2 – Define 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
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 the 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
The run this rule if the following criteria are met option
The 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
The Jump Start Wizard option
The Standard Setup Wizard option
Email Approval Response
Creating approval steps
Measuring and refining
The 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
A functional overview of Salesforce CRM
Marketing administration
Salesforce automation
Customer service and support automation
Enterprise social networking with Salesforce Chatter
The 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
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
Invitee responses
Confirming the meeting
Opportunity management
Service cloud
Case management
The Email-to-Case feature
The Web-to-Case feature
Case queues
Assignment rules
Escalation rules
Early triggers
Salesforce Chatter
Chatter primary features
Feed
Post
Invitations
Chatter settings
Enabling Chatter
Chatter Settings – enabling Chatter
The Groups option
The Rich Link Previews in Feed option
The Approval Posts option
The Coworker Invitations option
The Customer Invitations option
The File Sync option
The Publisher Actions option
Feed tracking
Chat settings
Influence
Chatter e-mail settings
E-mail notifications
Summary
8. Extending Salesforce CRM
Enterprise mash-ups in web applications
Mash-ups in Salesforce CRM
Server-side mash-ups
Client-side mash-ups
Client-side services mash-ups
Client-side presentation mash-ups
Introduction to Visualforce
Visualforce pages
Creating a Visualforce page
Visualforce pages setup page
The Visualforce development mode
Automatic creation of new Visualforce pages
Visualforce components
Creating an example mash-up with Visualforce
Deleting the default new Visualforce markup content
Changing the Visualforce Controller to specify an Account Standard Controller
Copy and paste the Google map code and add 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
Standard list controllers
Apex code
Apex triggers
Summary
9. Best Practices for Enhancing Productivity
Salesforce AppExchange marketplace
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-installation configuration
Uninstalling an app
AppExchange best practices
Change management overview
Salesforce sandboxes
Developer sandbox
Developer Pro sandbox
Partial Copy 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
10. Mobile Administration
Accessing Salesforce Mobile products
Salesforce mobile products' overview
SalesforceA
SalesforceA supported devices
Salesforce Touch
Salesforce1
Salesforce1 supported devices
Salesforce1 data availability
Rich text area field support varies
Related lists 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
Setting up Salesforce1 with the Salesforce1 Wizard
The Quick Start Wizard
Differences between Salesforce1 and the full Salesforce CRM browser app
Salesforce Classic
Salesforce Classic supported operating systems
Salesforce Classic data availability
Salesforce Classic administration
Salesforce Classic full version access
Salesforce Classic free version access
The Mobile Administration Console
Summary
Index
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Prev
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Cover
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Salesforce CRM – The Definitive Admin Handbook Third Edition
Table of Contents
Salesforce CRM – The Definitive Admin Handbook Third Edition
Credits
About the Author
Acknowledgments
About the Reviewers
www.PacktPub.com
Support files, eBooks, discount offers, and more
Why subscribe?
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
Downloading the example code
Downloading the color images of this book
Errata
Piracy
Questions
1. Organization Administration
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
E-mail message verification code
API or a desktop client
Establishing your company profile within Salesforce
Company information and primary contact details
The default language, locale, and time zone
The default language
The default locale
The default time zone
License information
Currencies and conversion rates
Single-currency
Multiple-currency
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
User interface settings
The Enable Collapsible Sections option
The Show Quick Create option
The Enable Hover Details option
The Enable Related List Hover Links option
The Enable Separate Loading of Related Lists option
The Enable Inline Editing option
The Enable Enhanced Lists option
The Enable New User Interface Theme option
The Enable Tab Bar Organizer option
The Enable Printable List Views option
The Enable Spell Checker option
The Enable Spell Checker on Tasks and Events option
The Enable Customization of Chatter User Profile Pages option
The Enable Salesforce Notification Banner option
Sidebar
The Enable Collapsible Sidebar option
The Show Custom Sidebar Components on All Pages option
Calendar settings
The Enable Home Page Hover Links for Events option
The Enable Drag-and-Drop Editing on Calendar Views options
The Enable Click-and-Create Events on Calendar Views option
The Enable Drag-and-Drop Scheduling on List Views option
The Enable Hover Links for My Tasks List option
Setup settings
The Enable Enhanced Page Layout Editor option
The Enable Enhanced Profile List Views option
The Enable Enhanced Profile User Interface option
The Enable Streaming API option
The Enable Custom Object Truncate option
The Enable Improved Setup User Interface option
The Enable Advanced Setup Search option
Search overview
Sidebar search
Advanced search
Global search
Searching in Salesforce.com
Search settings
The Enable "Limit to Items I Own" Search Checkbox option
The Enable Document Content Search option
The Enable Search Optimization if your Content is Mostly in Japanese, Chinese, or Korean option
The Use Recently Viewed User Records for Blank and Auto-Complete Lookups option
The Enable Drop-Down List for Sidebar Search option
The Enable English-Only Spell Correction for Knowledge Search option
The Enable Sidebar Search Autocomplete option
The Enable Single-Search-Result Shortcut option
The Number of Search Results Displayed Per Object option
Lookup settings
Enhanced lookups
Lookup autocompletion
Summary
2. User Management in Salesforce CRM
An 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
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
Password policies
The user password 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 1 day password lifetime
Forgot Password / 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
Require secure connections (HTTPS)
Force relogin after Login-As-User
Require HttpOnly attribute
Use POST requests for cross-domain sessions
Login page caching and autocomplete
Enable caching and autocomplete on login page
Identity confirmation
Enable SMS-based identity confirmation
Clickjack protection
Enable clickjack protection for setup pages
Enable clickjack protection for non-setup Salesforce pages
Enable clickjack protection for non-setup customer Visualforce pages
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
Session Security Levels
Logging in as another user
A 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
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
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
The clear the value of this field option
The don't allow deletion of the lookup record that's part of a lookup relationship option
The delete this record also option
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
The data access security model
Organization-Wide Defaults (OWDs) for sharing
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
External Organization-Wide Defaults (OWDs) for sharing
Effects of modifying the 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
The show in tree view option
The show in sorted list view option
The show in list view option
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 rules
Manual sharing rules
Manual sharing for user records
Queues
Sharing access diagram
Data validation
Data validation rules
The field description section
The Error Condition Formula section
The 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
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
Weekly export
Field sets
Folders
Recycle Bin
Data storage utilization
Summary
5. Data Analytics with Reports and Dashboards
Reports
The Report and Dashboard Folders section
Creating New Report and Dashboard Folders
Keep Favorite Report Folders In View
Enhanced sharing for reports and dashboards
The Viewer access setting
The Editor access setting
The Manager access setting
Creating reports
Standard report types
Administrative reports
Hiding standard report types
Custom report types
Creating custom report types
Defining custom report types
Step 1 – Define the Custom Report Type
Step 2 – Define 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
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 the 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
The run this rule if the following criteria are met option
The 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
The Jump Start Wizard option
The Standard Setup Wizard option
Email Approval Response
Creating approval steps
Measuring and refining
The 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
A functional overview of Salesforce CRM
Marketing administration
Salesforce automation
Customer service and support automation
Enterprise social networking with Salesforce Chatter
The 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
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
Invitee responses
Confirming the meeting
Opportunity management
Service cloud
Case management
The Email-to-Case feature
The Web-to-Case feature
Case queues
Assignment rules
Escalation rules
Early triggers
Salesforce Chatter
Chatter primary features
Feed
Post
Invitations
Chatter settings
Enabling Chatter
Chatter Settings – enabling Chatter
The Groups option
The Rich Link Previews in Feed option
The Approval Posts option
The Coworker Invitations option
The Customer Invitations option
The File Sync option
The Publisher Actions option
Feed tracking
Chat settings
Influence
Chatter e-mail settings
E-mail notifications
Summary
8. Extending Salesforce CRM
Enterprise mash-ups in web applications
Mash-ups in Salesforce CRM
Server-side mash-ups
Client-side mash-ups
Client-side services mash-ups
Client-side presentation mash-ups
Introduction to Visualforce
Visualforce pages
Creating a Visualforce page
Visualforce pages setup page
The Visualforce development mode
Automatic creation of new Visualforce pages
Visualforce components
Creating an example mash-up with Visualforce
Deleting the default new Visualforce markup content
Changing the Visualforce Controller to specify an Account Standard Controller
Copy and paste the Google map code and add 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
Standard list controllers
Apex code
Apex triggers
Summary
9. Best Practices for Enhancing Productivity
Salesforce AppExchange marketplace
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-installation configuration
Uninstalling an app
AppExchange best practices
Change management overview
Salesforce sandboxes
Developer sandbox
Developer Pro sandbox
Partial Copy 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
10. Mobile Administration
Accessing Salesforce Mobile products
Salesforce mobile products' overview
SalesforceA
SalesforceA supported devices
Salesforce Touch
Salesforce1
Salesforce1 supported devices
Salesforce1 data availability
Rich text area field support varies
Related lists 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
Setting up Salesforce1 with the Salesforce1 Wizard
The Quick Start Wizard
Differences between Salesforce1 and the full Salesforce CRM browser app
Salesforce Classic
Salesforce Classic supported operating systems
Salesforce Classic data availability
Salesforce Classic administration
Salesforce Classic full version access
Salesforce Classic free version access
The Mobile Administration Console
Summary
Index
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