Salesforce CRM - The Definitive Admin Handbook

Build, configure, and customize Salesforce CRM and mobile solutions, 5th Edition

Paul Goodey

• Publisher: Packt Publishing
• Year: 2019
• ISBN:
  9781789619720
• Edition: 5
• Topic: Informatique
• Subtopic: Sciences générales de l'informatique

A definitive guide covering all the core concepts necessary to pass the Salesforce Administrator Certification exam

Key Features

• Understand critical design considerations for setting up Salesforce CRM
• Facilitate and manage the transition from Salesforce Classic to Lightning Experience
• Learn key functions of application security to manage user profiles and data

Book Description

Salesforce's winter '19 release offers a host of new features for CRM designed to meet your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily get a thorough understanding of the platform.

This Salesforce handbook begins by guiding you in setting up users and security and then progresses to configuration, data management, and data analytics. You'll discover process automation and approval mechanisms, while also exploring the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book covers Salesforce CRM system administration in a practical way, and it'll serve as an invaluable reference for both new administrators and experienced professionals. Furthermore, you'll also delve into Salesforce mobile apps and mobile administration, along with Salesforce Adoption Manager. You'll gain insights into Lightning Experience, Salesforce's new app, and learn how its modern design and sleek interface helps you to build customizable components. Finally, we'll see how the two versions compare and help manage the transition from Salesforce Classic to Lightning Experience.

By the end of the book, you will have mastered the techniques to configure and control various user interface features in Salesforce CRM.

What you will learn

• Configure a variety of user interface features in Salesforce CRM
• Understand the capabilities of the Salesforce CRM sharing model
• Explore Einstein Analytics - Salesforce's new wave of advanced reporting
• Get to grips with the Lightning Process Builder workflow
• Set up user profiles, security, and login access mechanisms
• Find out how Apex and Visualforce coding can be used in Salesforce CRM
• Manage the transition from Salesforce Classic to Lightning Experience
• Implement data manipulation features to apply best practices in data management

Who this book is for

This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a new or experienced professional, this book will enhance your knowledge and understanding of Salesforce CRM features.

Section 1: Getting Started with Salesforce CRM

In this section, we will look at the options for establishing a profile for your company and a user and the organization-wide UI settings within Salesforce CRM. We will describe the settings within the setup menu, and we will outline the mechanisms available for searching records, record sharing, and storage.

This section contains the following chapters:

• Chapter 1, Setting Up Salesforce CRM and the Company Profile
• Chapter 2, Managing Users and Controlling System Access
• Chapter 3, Configuring Objects and Apps

Setting Up Salesforce CRM and the Company Profile

Application security is always important, and even more so when the application is delivered across a public network, such as the internet. Salesforce has developed various mechanisms to secure the platform and reduce the chances of unauthorized people accessing your company data. This chapter describes the way login attempts to the system are controlled and the features available to help you manage your users' access to the Salesforce CRM (short for Customer Relationship Management) application.

In this chapter, we will also look at establishing your company profile within Salesforce and how core information, such as the details that are provided when your company first signs up with Salesforce, can be managed. You will also be shown how to find your way around the Salesforce setup menu and be introduced to the settings available for organization-wide customizing of the application's user interface, along with the search facilities offered by the Salesforce CRM application.

Finally, you will be presented with a number of questions about the key features of Salesforce CRM administration in the areas of organization setup and the global UI, which are covered in this chapter.

Throughout this chapter, notes and tips are provided to offer further guidance within the given areas of functionality, and have been generated from the practical results and experience of Salesforce CRM system administration.

In this chapter, we will cover the following topics:

• The Salesforce setup menu
• Setting up the company profile
• User login and authorization
• The User Interface (UI)
• Search overview and settings
• Data protection and privacy
• Questions to test your knowledge

To start with, we will look at the location and features of the Salesforce setup menu.

The Salesforce setup menu

There are two alternative ways to access the Salesforce setup menu in Salesforce CRM, and these are controlled by the user interface settings for the organization.

One way to access the Salesforce setup menu is by directly clicking the Setup link in the top-right corner of the screen, as shown in the following screenshot:

The other way to access the Salesforce setup menu, if the Setup link is not present in the top-right corner of the screen, is by first clicking on your name and then clicking on the Setup option in the drop-down list, as shown in the following screenshot:

This setting is controlled by the Enable Improved Setup User Interface setting, which, when set, provides the direct Setup link at the top right of the screen. This and other setup options that control the user interface are covered later in this chapter.

As a system administrator, you will use the Setup menu so frequently that it is recommended that you enable the Improved Setup User Interface, which results in the direct Setup link being shown in the top-right corner of the screen.

The Improved Setup User Interface setting is activated by default for all new instances. Existing Salesforce instance admins should be aware that this user interface setting determines how everyone in your organization accesses the Setup menu.

When describing any setup steps within this book, we will begin the navigation path from Setup. For example, to enable Improved Setup User Interface, we will present the navigation path as Setup | Customize | User Interface | Enable Improved Setup User Interface.

The Setup menu is positioned on the left-hand side of the Salesforce screen. Clicking the menu option text (or the [>] icon to the left of a menu option) expands the menu, where you can then select the required menu item link, as shown in the following screenshot for the Setup | Manage Users | Users setup page:

Clicking the down arrow icon to the left of the expanded menu option collapses the menu option. You can also expand or collapse all the menu options by clicking the Expand All | Collapse All links, as shown in the following screenshot:

To quickly find a setup menu item, you can start typing the name of the menu option in the Quick Find search box. After you enter each character in the search box, the Quick Find search mechanism responds by displaying any matched setup menu text. As an example, to search for the user interface setup option, you would key each of the characters in the text (user int) as shown in the following screenshot:

We will now look at how your company profile can be configured in the Salesforce CRM application.

Setting up the company profile

The company profile contains core information for your organization within Salesforce, some of which is captured during the initial system sign-up, and includes the following:

• Company information and primary contact details
• Default language, locale, and time zone
• License information
• Fiscal year settings
• Currencies and exchange rates

We'll take a look at some of the information and explain them in the following sections.

Company information and primary contact details

When your organization is first set up by Salesforce, various information about your company or enterprise will already be displayed on ...