Preface
As a leading Customer Relationship Management (CRM) application, Salesforce CRM helps enterprises, both big and small, to 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 to tackle as the Salesforce Administrator. This is the only book that provides a comprehensive guide to the administrative aspects of Salesforce CRM.
This book, Salesforce CRM: The Definitive Admin Handbook Second Edition, will give you all the information you need to administer this powerful CRM application. It is the definitive guide to implementing 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 exciting product.
What this book covers
Chapter 1, Organization Administration, shows you how to set up the organization-wide settings that affect the look and feel of the system and how to 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. It also describes how profiles and permission sets affect the permissions for individual users.
Chapter 3, Configuration in Salesforce CRM, covers the various methods for configuring and tailoring the system to suit the way information is used within the organization through the use of objects and fields. It also looks at custom field governance.
Chapter 4, Data Management, looks in detail at the data-access security models in Salesforce CRM and the mechanisms for controlling 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 for automating business activities and approval mechanisms to align 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. It also 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 on 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 the AppExchange.
What you need for this book
The pre requisite for this book is a computer with an Internet connection with one of the following supported browsers: Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, or Apple Safari. You will need either an Enterprise, Unlimited, or a Developer edition of Salesforce CRM, along with System Administrator permission.
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 novice or a more experienced admin, this book aims to enhance your knowledge and understanding of the Salesforce CRM platform. By the end of the book, you will be ready to configure and administer a Salesforce CRM system in a real-world environment that fully supports your business needs.
Conventions
In this book, you will find a number of styles of text that distinguish between different kinds of information. Here are some examples of these styles, and an explanation of their meaning.
Code words in text are shown as follows: "If a user's password is pa$$word, and their security token is XXXXXX, then the user must enter pa$$wordXXXXXX as the password to log in."
New terms and important words are shown in bold. Words that you see on the screen, in menus or dialog boxes for example, appear in the text like this: "In the Tools area, click on Mass Mail Merge to start the mass mail merge wizard."
Note
Warnings or important notes appear in a box like this.
Tip
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