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Salesforce CRM: The Definitive Admin

Implement, configure, customize, and manage Salesforce for your organization
Packt Publishing
236 students enrolled
English [Auto-generated]
Regulate your organization’s default settings such as locale, language and time zone
Set up business details such as multi-currency support and fiscal years within your organization
Manage users and the role hierarchy within the organization
Establish security and privileges using user profiles
Extend Salesforce by creating custom fields and objects
Govern business processes by creating workflow rules and actions, as well as creating custom approval processes
Control your organization’s business intelligence needs by creating custom reports and dashboards within Salesforce
Expand Salesforce further by installing new apps from the AppExchange marketplace
Get to grips with best practices and how to best future-proof your application

This video course provides readers with a complete guide to managing and configuring Salesforce for your organization. This course covers all the important topics within the application, in a manner which covers both real-life solutions as well as common best practices used throughout the community

The video course begins with discussing how to set up organization wide settings and then moves on to topics such as user management, configuration, data management, analytics, and business processes. The course also discusses how to extend the application and the different best practices when working with the platform.

Starting from how to initially set up the organization in Salesforce, the course moves to cover a breadth of different topics. This includes settings such as default currencies, locale, time zone, as well as the default language. It later moves on to how to manage users within the system and then properly set up a security model across different users. The video course will also tackle ways to configure and extend the system’s functionality by creating custom fields and objects, as well as creating business rules such as workflow rules and approval processes.

The course aims to provide beginners with a solid baseline to configuring an application, as well as provide novices with the ammunition they need to make Salesforce the perfect fit for their organization.

Organization Administration

Set Up Your Company Profile

Localize your Salesforce CRM by setting up the default language, locale, and time zone for your organization.

User Interface Options

Personalize your Salesforce CRM User Interface to enable/disable features based on your company's needs.

Search Settings

Enhance the search experience within your Salesforce CRM by configuring settings for any search-related features.

Currency Management

Allow opportunity amounts to be in different currencies and allow conversion of these amounts to the selected corporate currency by accessing the Advanced Currency Management within Salesforce.

Setting Up Fiscal Years within Your Organization

Align Salesforce CRM Forecasting with your organization's fiscal year setup by selecting the appropriate setup.

User Management in Salesforce CRM

Creating Users

User management within your organization is very important. Besides creating users, managing passwords and gaining visibility over all users in the system is equally important.

Creating Queues

There are situations where a particular record (account, case, opportunity) cannot be assigned directly to one user and instead can be sent to a group of users for later reassignment. Creating queues within Salesforce provides such a solution.

Setting Up Profiles and Profile Management

In an organization, data and capabilities are most appropriately assigned not based on organizational hierarchy but rather by the kind of task they will be performing on the system. We can create profiles to accommodate this and properly enforce data and capabilities within the system.

Setting Up Role Hierarchy within the Organization

For sensitive data or information, an organization might want to make data private, but this poses a problem if an organization would want to allow higher levels to view/edit data for those under them. This can be solved by properly setting up the role hierarchy within an organization.

Extending User Privileges with Permission Sets

Certain permissions cannot be given to all users within a profile. Permission Sets allow administrators to give certain permission to a user or a specific set of users.

Configuration in Salesforce CRM

Creating Custom Fields

Certain information cannot be held within standard fields. Salesforce gives administrators the capability to create custom fields to hold additional data within objects.

Creating Record Types and Page Layouts
There are situations where there are certain differences with the same data in a system that requires categorization. Record types help by providing a way to categorize data, while page layouts provide a way to create alternate views of the same data based on record types.
Creating Custom Objects

Within any prebuilt system like Salesforce, there will always be a need to hold other data outside of the standard functionality. Salesforce provides custom objects to extend the system beyond the standard capability.

Creating Formula Fields

Certain information within objects don't need to be entered by the user but need to be calculated or derived from other fields within a record. Salesforce allows for the creation of such fields using formula fields.

Lookups and Master-Detail Relationships

There will always be a need to relate two different object/tables together. Salesforce provides lookups and Master-Detail relationships to connect one object to another either as a simple lookup reference or as a controlling master object.

Data Management

Defining Organization-Wide Defaults

Access to records and data in the system is always of importance and there is a need to set a minimum level of access within an organization. Organization-Wide defaults provide administrators with the ability to set this minimum level.

Extending Organization-Wide Defaults Using Sharing Rules

Although Organization-Wide defaults provide a good baseline for security and access throughout the organization, there will be situations where there is a need to extend the current model to specific users or groups of users. Sharing rules in Saleforce provide administrators with the ability to extend record access.

Managing Data Visibility Using Field-Level Security

Besides limiting record access through Organization-Wide defaults, there is also a need for administrators to limit the fields that each user can see in a record. In Salesforce, we can do just that by setting the Field-Level security of our objects for the different profiles on our system.

Ensuring Data Quality Using Validation Rules

Maintaining data quality is very important for any organization. In Salesforce, validation rules provide administrators with the right tool to define standards for data quality for each object in the organization.

Importing Data from Other Systems Using Apex Data Loader

For most implementations, a data migration effort will always be required to transfer legacy data into Salesforce. To perform this task, we can use Apex Data Loader to insert new data.

Data Analytics

Creating Custom Reports

With the incredible amount of information that can be stored within your system, the ability to make sense of the data in the system is invaluable. Using the Salesforce report builder, we can create reports that will take advantage of such data.

Creating Custom Matrix Reports

Complex reporting requirements are not new to organizations. Although a majority of reports would only need tabular and summary formats, there is a need to categorize and group data within a report in a more complex manner. Using matrix reports, we can create reports that group data between both horizontal and vertical criteria.

Creating Custom Report Types

A report type defines the set of records and fields available to a report based on the relationships between a primary object and its related objects. Custom report types allow administrators to create these report types in addition to the available standard report types in the Salesforce report builder, thus allowing admins to create any type of report for various types of data in the system.

Creating Charts

Sometimes, report data can be quite daunting and overwhelming; there would always be a need to create visual representations of this data. Using charts, we can create quick visual guides, providing visibility over trends and correlations within the available data in a report.

Creating Dashboards

Most organizations would want to keep track of a number of different indicators and metrics within the organization. Ideally, they would like to access most of these indicators in a single place. In Salesforce, Dashboards allow administrators to present graphical representations of key performance metrics and performance indicators at one glance.

Implementing Business Processes in Salesforce CRM

Creating Workflow Rules

Standard processes within your organization are one of the most important aspects of any system. With the nature of businesses being ever-dynamic, the need to change these business processes without writing code is important for the success of any system. With workflow rules, we can create data-driven rules that can trigger certain actions within the system.

Creating Workflow Actions

Besides creating different workflow rules, we will also understand different actions that can be linked to a workflow rule. In this video, we will discuss in detail how to create workflow tasks, e-mail alerts, and field updates, actions that we can link to any workflow rule.

Standardizing E-mail Communications Using E-mail Templates

E-mail notifications are important for any business process, and with Salesforce's E-mail templates, we can create standardized E-mail templates that utilize merge fields and letterheads that allow us to merge Salesforce data with these templates and to standardize the look and feel of such templates.

Creating Time-Based Workflow Actions

Sometimes, there are certain workflow actions that we want to activate after a certain amount of time has passed. With Time-Based workflow actions, we can do just that and add time triggers to our workflow rules that will activate certain actions after a certain time.

Creating Approval Processes
Approvals are an important business process within any organization. With approval processes in Salesforce, we can create automated processes for approving records that an organization can build through configuration.

Salesforce CRM Function

Creating Custom Sales Processes
For larger organizations/companies offering a wide spectrum of different products or services, managing the different sales process or sales cycles within their company is of utmost importance. With custom sales processes, we can create these different processes and assign them to the different types of opportunities within our environment.
Managing Opportunities and Quotes
Opportunities are the key object to any CRM system; managing these opportunities and giving sales people key information is of vital importance. By customizing and activating certain features on opportunities, we empower the system's users to make informed decisions every time. Also, using opportunities, we can create quotes instantly by using prebuilt quote templates in the system.
Working with Campaigns and Campaign Members

Campaigns are important marketing projects that you want to keep track of within your organization. In Salesforce, we can manage such campaigns to mass-import campaign members, manage mass campaign members, and also to keep track of influential campaigns within the organization.

Creating Web-to-Lead Forms
Capturing lead information is always important to any organization. Using Web-to-Lead in Salesforce, we can create such forms without the need to write custom code and also build lead assignment rules that will assign leads automatically and also create Auto Response rules to send automated notifications to any of the potential leads.
Managing Lead Conversion

After capturing and working on captured leads, the final step would be to convert these leads further. In Salesforce, lead conversion creates three new records, a contact, an account, and an opportunity record.

Extending Salesforce CRM

Creating Custom Applications and Custom Tabs

Earlier, we created custom objects within our Salesforce environment; however, there is no way to access or manipulate the records within those objects. To provide users with a visual component to manipulate or access data, we can create custom tabs or even create tabs that host content from the web or custom Visualforce content. After creating these tabs, we can design apps that can group related tabs.

Enabling Customer Portals
Using customer portals, we can provide a channel for customers to make inquiries, raise support calls or requests, as well as possibly make orders. In Salesforce, we can create such customer portals to expose our different tabs and objects while still maintaining security throughout.
Installing Apps from AppExchange
AppExchange is a marketplace for apps in the Salesforce.com ecosystem. Using AppExchange, we can extend the capability of the system by installing apps; also, there is no need to customize the system.
Customizing the Standard Home Page
The Salesforce home page is an important component of the Salesforce experience. Using it, we can provide key data or system reminders to all our users. In Salesforce, we can create custom home page components to provide custom data as well as create different home page layouts for different user profiles.
Setting up Chatter within Your Organization

Chatter is a collaboration service available within Salesforce. It provides real-time feeds, profiles, and groups that allow users to communicate with each other as well as work collaboratively on cases, accounts, leads, opportunities, or any custom object record.

Best Practices for Enhancing Productivity

Creating Custom Settings
When configuring Salesforce.com, we will encounter situations where we are reusing certain static data within different formulas or even custom code, such as sales tax percentages, commission rates, or even the number of response days for SLAs. To maintain these values more efficiently, we can create custom settings in Salesforce that are just like custom objects but hold static data that can only be changed by administrators. These settings also allow different sets of values based on the logged in user's profile.
Using the Translation Workbench
With more organizations spanning different regions across different countries, the ability for a system to cater to the different languages that the different users will work with is extremely important. Using the Salesforce.com translation workbench, we can add different languages, assign translators, and override managed packages. The translation workbench allows translations for different components from custom objects and fields to pick list values.
Deployment to Different Environments Using Packages
Using packages, we can deploy our configuration, custom code, or other components to other environments using Salesforce. This could be any environment, either another internal environment like development or configuration sandboxes or another environment in another organization.
Delegating System Administration Using Delegated Groups

As an organization grows, the task of maintaining all the different aspects of a Salesforce implementation becomes even more daunting. Using delegated groups, we can assign and allow certain administrative functions to certain users. From user administration, profile assignment, and custom object administration, we can assign any of these tasks using these delegated groups.

How to Create Future-Proof Validation and Workflow Rules
Validation and workflow rules are incredible tools for ensuring data quality and automation of business processes within Salesforce.com. However, as implementations get more customized through the addition of custom code or through data integration processes, there would be scenarios where we would want to override validation or workflow rules, either overriding them to skip certain data or to be turned off entirely at certain times. In this video, we will discuss how to create and add overrides within our validation and workflow rules.
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