Salesforce CRM: The Definitive Admin
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.
Localize your Salesforce CRM by setting up the default language, locale, and time zone for your organization.
Personalize your Salesforce CRM User Interface to enable/disable features based on your company's needs.
Enhance the search experience within your Salesforce CRM by configuring settings for any search-related features.
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.
Align Salesforce CRM Forecasting with your organization's fiscal year setup by selecting the appropriate setup.
User Management in Salesforce CRM
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.
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.
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.
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.
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
Certain information cannot be held within standard fields. Salesforce gives administrators the capability to create custom fields to hold additional data within 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
Salesforce CRM Function
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.
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
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.
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
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.