Salesforce.com Customization Handbook

Table of Contents

Salesforce.com Customization Handbook

Credits

About the Authors

About the Reviewers

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Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Errata

Piracy

Questions

1. Getting Started with Salesforce

Overview of the Salesforce CRM

Client-server architecture

Pros and cons of the client-server architecture

Advantages of cloud computing

Introducing Salesforce CRM

The architecture of Salesforce.com

Various products of Salesforce

Sales Cloud

Various editions of Sales Cloud

Service Cloud

Various editions of Service Cloud

Salesforce Chatter

Data.com

Various editions of Data.com

Work.com

Various editions of Work.com

Desk.com

Various editions of Desk.com

ExactTarget Marketing Cloud

Various editions of ExactTarget Marketing Cloud

Salesforce1

Various editions of Salesforce1

Salesforce.com – the most innovative company

Key problems with ancient sales processes

Key points for standardized sales performance processes

Using Salesforce to streamline your business

Improving collaboration in your organization

Creating a Salesforce developer account

Logging in to Salesforce.com

First impression of the Salesforce developer account

Benefits of using the Salesforce developer account

Limitations of Salesforce Developer Edition

Summary

2. User Management and Organization Administration

Setting up company information

Updating the company's information

Locale setting

Salesforce.com newsletter and login notification settings

Corporate currency

Additional features

Viewing the licenses

User license type

Multiple currencies

Enabling a single currency

Enabling multiple currencies

Adding a new currency

Changing the corporate currency

Effects of enabling multi-currency

Fiscal year and its customization

Standard fiscal year

Custom fiscal year

Defining a new custom fiscal year

Business hours setup and its effect

Setting up the business hours and its effects

Holiday settings

Setting up the holiday settings

Associating holidays with business hours

Method 1 – associate business hours with holidays

Method 2 – associate holidays with business hours

Language settings and its importance

Personal settings

Organization's default language settings

Fully supported languages

End user languages

Enabling an end user language

Platform-only languages

Enabling the platform-only languages

The significance of roles and profiles

Significance of the role hierarchy

Creating the role hierarchy for your organization

Profiles

Types of profiles in Salesforce

Different types of standard profiles

Creating a custom profile

Settings available under profile

Permission sets

Settings available under permission sets

Creating permission sets

Deleting permission sets

Cloning permission sets

Setting up the users

Adding multiple users

Locking and unlocking users

Unlocking a user

Freezing a user's account

Benefits of the login history

Groups and their uses

Creating a public group

Creating a personal group

Queues and their significance

Creating a queue

Personal setup

Editing personal information

Changing the password

Resetting the security token

Language and time zone setup

Grant account login access

Checking connections

Approver settings

Summary

3. Making Your Salesforce Data Secure – Security Settings in Salesforce

Concepts of OWD

Setting up OWD

Basic OWD settings for objects

Sharing Rule

Types of Sharing Rules

Field-Level Security and its effect on data visibility

From an object-field

From a profile

Field accessibility

Setting up password policies

Two-factor authentication in Salesforce

Removing Time-Based Token/Two-Factor Authentication

Session setting and its effect on users

Network access – securing your organization's data

Removing activated IP activations

Setting up login access policies

Single sign-on settings

Authentication providers

View Setup Audit Trail

Audit Trail key concepts

Expire all passwords

Concepts of delegated administration

Setting up a delegated administration

Remote site settings

HTML documents and attachments settings

Testing document and attachment settings

Portal Health Check

Portal Health Check Reports

Administrative and User Permissions

Object Access and Field-Level Security

Sharing Organization-Wide Defaults

Sharing Rules

Summary

4. Domain Management, E-mail Administration, and Google Apps Settings

My Domain

Setting up My Domain

Deploying My Domain

My Domain Settings

Customizing your Salesforce login page

Various e-mail administration methods

Deliverability

Access to Send Email

Bounce Administration

Email Security Compliance

Mass Email

Organization-Wide Email Addresses

Compliance BCC Email

Test Deliverability

Email to Salesforce

Setting up the Email to Salesforce URL

Deleting attachments sent as links

Email Footers

Google Apps settings

Creating a Google Apps Account

Configuring Google Apps domain settings

Activating Google Apps Services

Adding Google Docs to Salesforce

Summary

5. CRM Functions and Streamlining Business Requirements

Type of relationships in Salesforce

A master-detail relationship

Lookup relationships

The difference between master-detail and lookup relationships

Many-to-many relationship

Self-relationship

Hierarchal relationship

Sales Cloud overview

Campaign management

Setting up the campaign access

Campaigns – standard fields

Campaign members – standard fields

Creating a new campaign

Adding values in member status

Adding campaign members

Adding members from the lead or contact list view

Adding members from the lead or contact detail pages

Lead management

Leads – standard fields

Lead business process

Lead settings

Creating new leads

Creating a new lead through the user interface

Creating a new lead through Web-to-Lead

Web-to-Lead settings

Generating a Web-to-Lead HTML code

Auto-response rules

Defining the auto-response rule entries

Assignment rules

Defining assignment rule entries

Accepting records from the lead queue

Lead conversion

Lead scoring

Lead conversion – mapping lead fields

Converting the leads

Account management

Accounts – standard fields

Creating a new account

Contact management

Opportunity management

Opportunity – standard fields

Creating a new opportunity

Big deal alert

Order management

Enabling orders

Orders – standard fields

Creating a new order

Activating an order

Service Cloud overview

Case management

Creating a case manually

Email-to-Case

Email-to-Case setting

Setting up routing addresses

Web-to-Case

Enabling Web-to-Case

Generating an HTML code

Streamlining a business process

Creating a custom object

Tab creation

App creation

Renaming standard tabs and labels

The significance of various field types in Salesforce

Adding fields to objects

Adding relationships to objects

Event

Event Registration

Sponsor

Booth Registration

Page layout

Setting up record types

Tracking the history

Summary

6. Automating a Business Process

Improving the data quality – the validation rule

The Formula field

The Roll-up Summary field

Letterhead

Uploading a file into the document folder

Creating a letterhead

An e-mail template

Types of e-mail templates

Creating an e-mail template

Attaching a file with an e-mail template

E-mail template's folder management

Creating an e-mail template folder

Deleting an e-mail template folder

Using workflow to automate your work

Creating a workflow rule

Field update

Assigning a task

Creating an e-mail alert

Outbound messages

Relating all the actions with the workflow

Limitations of the workflow

Monitoring a time-based workflow

Managing a time-based workflow

Deleting a time-based workflow

Streamlining your approval process – approval processes

The wizard to create the approval process

Creating a new approval process

Final approval actions

Final rejection actions

Recall actions

Initial submission actions

Approval steps

Approval step 1

Approval step 2

Adding an action to step 1

Adding an action to step 2

Viewing the process diagram

Activating the approval process

Limitations of the approval process

Various ways to approve a request – approval settings

Stay-in-Touch

Stay-in-Touch settings

A request update

Summary

7. Concepts of Data Management

Salesforce Record IDs

Data management operations

Tools for data management

Import Wizard

Creating a CSV file

Import records into Salesforce through Import Wizard

Data Import Wizard

Importing records into Salesforce through Data Import Wizard

Monitoring bulk data load jobs

Data loader

Installing data loader

Configuring data loader

Exporting data using data loader

Differences between data loader and Import Wizard

Truncating custom objects

Enabling truncate for custom objects

Performing truncate for custom objects

Sandbox

Types of Sandboxes

Defining the Sandbox templates

Creating a Sandbox

Refreshing the Sandbox

Deleting all the data

Data Export Service

Get the storage usage details

Data storage

File storage

Mass transfer approval requests

Mass transfer record

Mass deleting records

Mass reassign accounts and opportunity teams

Tags

Summary

8. Reports and Dashboards in Salesforce

Understanding report types

Custom report types

Creating a custom report type

Different types of reports

A tabular report

A summary report

A matrix report

A joined report

A few noteworthy points about reports

Dashboard components and their types

Creating a dashboard

Deleting a dashboard

A few noteworthy points about dashboards

Exporting a report

Exporting reports in the background

Exporting reports in a printable view

Sharing reports and dashboards

Folder sharing

Enabling enhanced sharing for reports and dashboards

Creating new reports and dashboard folders

Sharing reports and a dashboard folder

Scheduling a report

Scheduling a dashboard

A few noteworthy points on the report and dashboard schedule

Hiding unused report types

Exporting reports without footers

Floating headers in summary and matrix reports

Enabling floating report headers

Using the floating header in reports

Analytical snapshot

A few noteworthy points about analytical snapshots

Summary

9. Chatter Configuration

Basic overview of Salesforce Chatter

Enabling Salesforce Chatter

Enabling Chatter invites

Topics for objects

Creating topics

Branding e-mail notifications

Chatter groups

Creating Chatter groups

Joining a group

Archiving a Chatter group

The Chatter announcement feature

Posting e-mail to Chatter groups

Chatter e-mail settings

Enabling feed tracking

Posting a dashboard snapshot to Chatter

Various features of Chatter

Status update

Posting a comment

Adding a link

Chatter poll

The Chatter publisher action

Enabling a publisher action

Creating object-specific actions

Creating global actions

Adding a global action to the page layout

Follow/unfollow users and records

Follow/unfollow users

Follow/unfollow records

Managing files

Uploading a file

Deleting a file

Following a file

Summary

10. Mobile Administration

Overview of SalesforceA

Features of the SalesforceA mobile application

Installing the SalesforceA mobile application

Logging in to the SalesforceA mobile application

Overview of Salesforce#

Installing the Salesforce# mobile application

Overview of Salesforce1

Features of the Salesforce1 mobile application

Installing the Salesforce1 mobile application

Configuring the Salesforce1mobile application

Mobile Browser App Settings

Logging in to the Salesforce1 mobile application

Branding the Salesforce1 application

Summary

11. Setting Up Deployment Processes

Understanding Change Sets and their types

Outbound Change Sets

Inbound Change Sets

The Force.com IDE

Installing the Force.com IDE

Overview of packages

Summary

12. AppExchange – Extending Salesforce Functionality

AppExchange – an overview

Installing applications from AppExchange

A few noteworthy applications

Uninstalling applications from Salesforce

Summary

Index

Salesforce.com Customization Handbook

Salesforce.com Customization Handbook

Copyright © 2014 Packt Publishing

All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.

Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the authors, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.

Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.

First published: September 2014

Production reference: 1050914

Published by Packt Publishing Ltd.

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ISBN 978-1-84968-598-6

www.packtpub.com

Cover image by Artie Ng (<artherng@yahoo.com.au>)

Credits

Authors

Rakesh Gupta

Sagar Pareek

Reviewers

Steven Jeffes

Praveen Makam

Francisco Esteban Fálder Rodríguez

Sakthivel Thandavarayan

Jitendra Zaa

Acquisition Editor

Owen Roberts

Content Development Editor

Priya Singh

Technical Editor

Shashank Desai

Copy Editors

Roshni Banerjee

Mradula Hegde

Gladson Monteiro

Deepa Nambiar

Alfida Paiva

Adithi Shetty

Project Coordinator

Mary Alex

Proofreaders

Simran Bhogal

Maria Gould

Ameesha Green

Indexers

Hemangini Bari

Tejal Soni

Graphics

Valentina D'silva

Disha Haria

Abhinash Sahu

Production Coordinator

Shantanu Zagade

Cover Work

Shantanu Zagade

About the Authors

Rakesh Gupta is a Salesforce MVP, evangelist, trainer, blogger, and an independent Salesforce consultant. He is from Katihar, Bihar, and lives in Mumbai. He has been working on the Force.com platform since 2011. Currently, he is working as a Salesforce consultant and is a regular contributor to the Salesforce Success Community. He is the co-author of Developing Applications with Salesforce Chatter, Packt Publishing, and he is also a technical reviewer of Learning Force.com Application Development, Packt Publishing. He is very passionate about Force.com and shares information through various channels, including his blog at http://rakeshistom.wordpress.com.

He has trained almost 150 professionals around the globe and handled corporate trainings. He has 5x certifications in Salesforce. He works on all the aspects of Salesforce and is an expert in data migration, integration, configuration, and customization. He is the leader of the Navi Mumbai and Nashik developer user groups in India. He is also the initiator of the Mumbai Salesforce user group. He organizes Meetups at regular intervals for the groups he is part of.

He can be reached at <rakeshistom@gmail.com>, or you can follow him on Twitter @rakeshistom.

I would like to thank my parents, Kedar Nath Gupta and Madhuri Gupta, and my sister, Sarika Gupta, for supporting me in every step of my life. I would like to thank Packt Publishing for giving me this opportunity to share my knowledge via this book. I would also like to thank Adam Seligman, Vice President, Developer and Partner Marketing at Salesforce.com, for encouraging me. A special thanks 
to all my well-wishers and friends.

Lastly, I would like to thank my good friend and co-author of this book, Sagar Pareek, who came up with good ideas. I thank him for spending many nights and weekends working on this book with me.

Sagar Pareek is a Salesforce enthusiast, blogger, author, and Salesforce certified Force.com developer. He is from Bikaner, Rajasthan, and currently lives in Noida. He has been working on the Force.com platform since 2012, from his college days. Since 2013, he is working for Astrea IT Services Pvt. Ltd., Noida as a Salesforce developer. Prior to that, he worked as a PHP and Java intern at Acme Embedded Technologies Pvt. Ltd., Bikaner. He was featured by Salesforce in a webinar (Boost Your Career: Get Cloud-Trained and Certified). He won a prize in the Salesforce New Year Resolution 2013 challenge. He actively participates in the Salesforce discussion platforms such as user groups and organizing workshops. He leads the India Salesforce student developer user group and is the co-leader of the Navi Mumbai Salesforce developer user group. You can follow him on his blog at http://forceexperiment.wordpress.com. He holds a Bachelor of Technology degree in Computer Science and Engineering from Rajasthan Technical University and is an alumnus of Manda Institute of Technology, Bikaner. He spends his spare time with his family and friends and exploring Force.com. He is the co-author of Developing Applications with Salesforce Chatter, Packt Publishing.

You can connect with him on Twitter @Sagarjaipareek.

I would like to thank my parents Sushil Pareek and Chanchal Pareek, my siblings Nikita Pareek and Dr. Sugita Pareek, my gurus Manish Shandilya and Pankaj Kumar Pandey, my mentors Kavindra Patel, Director, Developer Programs and Events at Salesforce.com, and Paresh Gupta, co-founder, Sharp Edge Learning. Special thanks to all the reviewers who spent their precious time reviewing our content. Thanks to the cartoonist Anil Bhargava for his excellent work on the images used in this book.

Last but not least, I would like to thank my best friend and 
co-author Rakesh Gupta for his constant support and trust that enabled me to reach this level and write this book.

About the Reviewers

Steven Jeffes has had a successful career generating over $450MM in sales and orchestrating the turnaround ($100MM+) of several Fortune 200 companies. He has nearly 100 career awards and accolades and is an architect of one of the most successful innovation programs is US history at GE. He is considered a thought leader/expert in an array of corporate disciplines such as Customer Relationship Management (CRM) and Customer Service Strategy; social media and Social Relationship Management (SRM); marketing and sales and world-class process design; brand and product management, public relations, and communications; engineering, IT, technology development and deployment, and innovation programs; and organizational design/optimization and change management.

Steven has worked for world's leading companies such as Accenture, IBM Global Services, General Electric, and Lockheed-Martin and has provided CXO-level advisory consulting services to companies such as Macy's, American Express, Intuit, Verizon, Vanguard, Pfizer, Johnson & Johnson, Citibank, JC Penney, Dell, Sony, and many others. His entire bio can be found at http://www.stevenjeffes.com/.

Steven is the author of the bestselling book Appearance Is Everything, SterlingHouse Publisher, which can be found on Amazon (http://www.amazon.com/Steve-Jeffes/e/B001K8FMLS). He is also the author of the syndicated blog on CRM, marketing, innovation, social media, and change management followed by 168,000 people worldwide (http://stevenjeffes.wordpress.com/). Steven can be reached on e-mail at .

Praveen Makam is based out of Bangalore, India, and has been working in the Salesforce CRM domain since 2011. He is currently working with CSC Consulting India and was working with Accenture Consulting until 2013. He can be reached on Twitter @praveenmakam.

Francisco Esteban Fálder Rodríguez is currently working as a technical account manager for the biggest partner of Salesforce.com in Europe. His background as a Telecommunication Engineer makes him a versatile asset to get involved in any kind of Salesforce project. He previously worked in Salesforce.com technical support.

I would like to thank Gonzalo Pérez Díaz for providing me with the opportunity to get involved in this project.

Sakthivel Thandavarayan is based in Tamil Nadu, India. He has more than 4 years of IT experience and has been building solutions with Salesforce CRM since 2009 for companies of all sizes and across a variety of industries. He is very passionate about the Salesforce.com platform and currently works as senior Salesforce consultant for a reputed US-based company.

He is a Salesforce.com Certified Administrator (ADM 201) along with his regular contribution to the Salesforce customer community/developer forum. He moderates the Salesforce Google+ community at https://plus.google.com/communities/112913878984525867679.

Before contributing to this book as a reviewer, he worked as a technical reviewer for the book Salesforce CRM: The Definitive Admin Handbook Second Edition, Packt Publishing. You can mail him at <sakthi.tsl@gmail.com>.

I would like to thank the authors, project coordinators, and Packt Publishing for giving me this fantastic opportunity. Special thanks to my beautiful wife and gorgeous daughter, who motivate me to achieve great things and help, support, and guide me through each and every step.

Jitendra Zaa is a Force.com developer and owner of the well-known Salesforce.com blog http://blog.shivasoft.in/. He has extensively worked on many areas of Force.com, such as integration, data loading, AppExchange, and application development. He is a Java and Salesforce.com certified advanced developer, administrator, and consultant.

Jitendra has more than 7 years of experience in software development using Salesforce, Java, Node.js, AngularJS, PHP, ORMB, J2ME, and ASP.NET technologies. He graduated from RTM Nagpur University and is currently working with Cognizant Technology Solutions in the USA.

Apart from this book, Jitendra was also the reviewer on Visualforce Development Cookbook, and wrote a blog on Developing Applications with Salesforce Chatter, both by Packt Publishing. His Twitter handle is @ilovenagpur.

I wish to thank my parents, family, friends, and especially my wife for helping me maintain time for writing blogs and encouraging me. Also, I would like to thank the Packt Publishing team and the author of this book for giving me this unique opportunity.

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Preface

This book is for Salesforce developers, administrators, customers, and partners to get started with the Salesforce platform configuration. It will act as both a reference for an administrators and a configuration guide for newbie customers who want to configure Salesforce for their organization.

This book covers all the possible configurations of Salesforce for enterprises, such as workflow, approval process, Chatter, data management, and AppExchange overview. We have taken a hands-on approach with real-time scenarios so that readers can get a complete overview on the topics.

Salesforce CRM is a service by Salesforce.com, which is commercial, but all the material in this book is developed using the Developer Edition.

What this book covers

Chapter 1, Getting Started with Salesforce, provides basic knowledge of CRM, proceeds towards Salesforce using examples, and then states the benefits of implementing Salesforce for your organization. It also covers the basic architecture of Salesforce.

Chapter 2, User Management and Organization Administration, starts with various ways to set up a user in Salesforce and then explains the organization administration.

Chapter 3, Making Your Salesforce Data Secure – Security Settings in Salesforce, covers the basics of Salesforce platform security and then goes through various security aspects of Salesforce.

Chapter 4, Domain Management, E-mail Administration, and Google Apps Settings, provides a clear-cut knowledge of domain management, e-mail management, and Google Apps setup.

Chapter 5, CRM Functions and Streamlining Business Requirements, gives the reader an overview on Sales Cloud and Service Cloud.

Chapter 6, Automating a Business Process, serves as a highlight of the book in which the reader will gain knowledge on how to automate a business process in Salesforce.

Chapter 7, Concepts of Data Management, describes various ways to manage data in Salesforce.

Chapter 8, Reports and Dashboards in Salesforce, explains the concept of reports and dashboards in Salesforce. Salesforce reports and dashboards help to analyze information captured in CRM, further assisting to make informed business decisions.

Chapter 9, Chatter Configuration, explains how to configure Chatter for your organization and introduces you to some of the basic settings of Salesforce Chatter.

Chapter 10, Mobile Administration, explains how to perform mobile administration. This chapter also discusses SalesforceA installation and its uses.

Chapter 11, Setting Up Deployment Processes, covers various ways to deploy changes in a live system.

Chapter 12, AppExchange – Extending Salesforce Functionality, teaches you how to extend a Salesforce.com functionality using third-party applications.

What you need for this book

To understand all the projects covered in this book, you will need the following:

A Salesforce developer account

A browser

An Internet connection

Who this book is for

The book is written for anyone, from a newbie to an experienced professional in the Salesforce arena, who wants to learn or explore various aspects of Salesforce customization. After reading this book, you will be able to set up the entire configuration on your own.

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, database table names, folder names, filenames, file extensions, pathnames, dummy URLs, user input, and Twitter handles are shown as follows: In the search bar at the top, enter the keyword vcard.

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: When you click on AppExchange, a new window will open in the browser.

Note

Warnings or important notes appear in a box like this.

Tip

Tips and tricks appear like this.

Reader feedback

Feedback from our readers is always welcome. Let us know what you think about this book—what you liked or may have disliked. Reader feedback is important for us to develop titles that you really get the most out of.

To send us general feedback, simply send an e-mail to <feedback@packtpub.com>, and mention the book title via the subject of your message.

If there is a topic that you have expertise in and you are interested in either writing or contributing to a book,