Mastering Salesforce CRM Administration

Table of Contents

Mastering Salesforce CRM Administration

Credits

Foreword

About the Author

About the Reviewers

www.PacktPub.com

Why subscribe?

Customer Feedback

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. A Deep Dive into the Salesforce Lightning Experience

Getting started with Lightning Experience

Salesforce Lightning Editions

Sales Cloud Lightning Editions

Service Cloud Lightning Editions

Creating a Salesforce developer account

Enabling the Lightning Experience for users

Granting permission to users through Profiles

Granting permission to users through permission sets

Switching between Lightning Experience and Salesforce Classic

The Lightning Experience for end users

The Lightning Experience navigation menu

The App Launcher in Lightning

The Home page

Global search

Types of objects and fields in Salesforce

Standard objects

Custom objects

Difference between standard and custom objects

External objects

Standard fields

Custom fields

Types of relationship in Salesforce

Master-detail relationship

Lookup relationship

Difference between master-detail and lookup relationships

Self-relationship

External lookup relationship

Indirect lookup relationship

Many-to-many relationship

Hierarchical relationship

A few points to remember

Test your knowledge

Summary

2. Security Settings in Salesforce

Company Information setup

Viewing the licenses

Setting up multiple currencies

Enabling a single currency

Adding a new currency

Changing corporate currency

Updating multi currency value

Effects of enabling multi currency

The fiscal year and its customization

Standard fiscal year

Custom fiscal year

Secure organization data using OWD

Setting up OWD

OWD access for objects

Role hierarchy

Sharing rule

Criteria-based sharing rule

Manual sharing

Apex managed sharing

Defer sharing calculations

Profiles

Different types of profiles

Permission sets

Settings available under permission sets

Creating a  permission set

Field-level security

From an object field

Through profile

Field accessibility

Viewing Setup and Audit Trail

Audit Trail key concepts

A few points to remember

Test your knowledge

Summary

3. Territory Management

Introduction to Territory Management

Difference between role hierarchy and territory hierarchy

Difference between Territory Management and Enterprise Territory Management

Enterprise Territory Management key concepts

Configuring Enterprise Territory Management

Enabling Enterprise Territory Management

Building a territory model

Creating territory types

Creating a territory model record

Defining the territory hierarchy

Creating a territory account assignments rule

Assignment rules to assign accounts to territories

Manually assigning accounts to a territory

Manually assigning an account to one or more territories

Assigning users to territories

Using Chatter to collaborate with territory models

Activating a territory model

Running the Opportunity Territory Assignment filter

Manually excluding an opportunity from filter-based territory assignment

A few points to remember

Test your knowledge

Summary

4. Extending Salesforce with Custom Objects and Applications

Creating custom objects

Creating custom fields

Creating custom tabs

Creating Lightning apps

Creating Lightning record pages

Improving the data quality

Preventing duplicate records with Duplicate Management

Creating matching rule

Creating a duplicate rule

A few points to remember

Test your knowledge

Summary

5. Getting More Value from Sales Cloud

Campaign management

Steps to executing an outstanding marketing campaign

Creating a new campaign

Lead management

Creating a new lead

Converting a lead

Account management

Creating a new business account

Contact management

Understanding account and contact relationships

Contact to multiple accounts

Managing product and price books

Creating a product

Adding standard price to a product

Creating a price book

Associating a product with a price book

Opportunity management

Opportunity - standard fields

Creating a new opportunity

Adding products to an opportunity

Establishing schedules on opportunity products

Enabling product schedules

Inserting opportunity product schedules

Quote management

Quote-to-cash life cycle

Enabling quotes

Creating a new quote

Generating a quote PDF

E-mail quotation to customer

Syncing a quote with an opportunity

Collaborative forecasts

Enabling collaborative forecasts

Enabling a forecasts type

Defining collaborative forecasts date range

Enabling collaborative forecasts users

Understanding the collaborative forecasts hierarchy

Enabling adjustments

Enabling quotas

A few points to remember

Test your knowledge

Summary

6. Increasing Service Agent Productivity by Using Service Cloud

Case management

Best practices to streamline customer support

Creating a new case

Email-to-Case

Escalation rule

Mentoring case escalations

Entitlement management

Choosing a correct entitlement model

Setting up an entitlement process

Creating a milestone

Creating an entitlement process

Adding a milestone to an entitlement process

Adding a milestone action to an entitlement process

Activating an entitlement process

Applying your entitlement process to an entitlement

Knowledge management

Creating an article type

Enabling Salesforce Knowledge

Granting Salesforce Knowledge license to users

Configuring Data Categories

Adding categories to a data category group

Controlling data categories visibility

Live agent

A few points to remember

Test your knowledge

Summary

7. Optimizing Business Processes with Visual Workflow and Approval Processes

Business problems

Business use case 1

Solution 1 - Using a Visualforce Page, Apex class, and Force.com site

Solution 2 - Using a Visual Workflow, Visualforce Page, and Force.com site

Business use case 2

Solution 1 - Using an Apex trigger

Solution 2 - Using a Visual Workflow and Process Builder

Benefits of Visual Workflow

Overview of the Visual Workflow life cycle

Overview of Cloud Flow Designer

Overview of Visual Workflow building blocks

Flow elements

Flow resources

Flow connectors

Creating a calculator to display the summation of two numbers

Connecting the flow elements

Activating a version of a flow

Approval process

Wizard to create an approval process

Creating a new approval process

Final approval actions

Initial submission actions

Adding initial submission actions

Approval step 1

Approval step 2

Activating an approval process

A few points to remember

Summary

8. Automating Complex Business Processes

Process Builder overview

Business problems

Business use case

Solution 1 - using an Apex trigger

Solution 2 - using an Apex trigger

Overview of Process Builder user interface

Actions available in Process Builder

Difference between Process Builder and other tools

Creating applications with Process Builder

Hands on 1 - auto creating a child record

Creating a process

Adding evaluation criteria

Adding process criteria

Adding an action to a process

Activating a process

Deactivating a process

Deleting a process

Hands on 2 - auto-updating child records

Hands on 3 - posting message to Chatter group

Hands on 4 - auto submitting record into approval process

Time-dependent actions from Process Builder

Steps to check time-dependent action queue for Process Builder

A few points to remember

Summary

9. Analyzing Productivity with Reports and Dashboards

Understanding report types

Standard report types

Custom report types

Creating a custom report type

Adding fields related via Lookup

Different types of report formats

Tabular report

Summary report

Using cross filters in reports

Matrix report

Joined report

Categorizing report data with bucketing

Dashboard component and its types

Dynamic dashboard

Dashboard filter

Reporting snapshot

A few points to remember

Test your knowledge

Summary

10. E-mail and Mobile Administration

Deliverability

Access to send e-mails

Bounce administration

E-mail security compliance

Compliance BCC e-mail

E-mail to Salesforce

Autogenerating the Email to Salesforce e-mail address

Overview of the SalesforceA mobile application

Options available in the SalesforceA mobile application

Installing the SalesforceA mobile application

Logging in to the SalesforceA mobile application

Overview of the Salesforce Authenticator application

Installing the Salesforce Authenticator mobile application

Overview of the Salesforce1 mobile application

Features of the Salesforce1 mobile application

Installing the Salesforce1 mobile application

Enabling Salesforce1 for a mobile browser

Granting Salesforce1 access to users

Controlling which users can use the Salesforce1 application

Setting up connected apps for Salesforce1

Granting a Salesforce1-downloadable app access to users

Logging in to a Salesforce1 application

Branding of the Salesforce1 application

Enabling offline access for Salesforce1

A few points to remember

Test your knowledge

Summary

11. Different Ways of Deploying an Application between Environments

Deploying using change sets

Outbound change sets

Inbound change sets

Benefits of using change sets

Deploying using Force.com IDE

Force.com IDE Installation

Creating a project and deploying it using Force.com IDE

Benefits of using Force.com IDE

Deploying using packages

Deploy using Force.com Migration Tool

Force.com Migration Tool pre-requisite 

Installing Force.com Migration Tool

Creating a project and deploy using Force.com Migration Tool

A few points to remember

Test your knowledge

Summary

12. Basics of Apex and Visualforce Page

Introducing Apex

Apex data types

Creating an Apex class

Introducing a Visualforce page

Understanding the MVC model

A few points to remember

Test your knowledge

Summary

Mastering Salesforce CRM Administration

Mastering Salesforce CRM Administration

Copyright © 2017 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 author, 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: March 2017

Production reference: 1220317

Published by Packt Publishing Ltd.

Livery Place

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B3 2PB, UK.

ISBN 978-1-78646-318-0

www.packtpub.com

Credits

Foreword

When I started working on Salesforce in 2008, I had no idea where Salesforce is heading. After Apex and Visualforce, Chatter was a big hit and a much needed product of Salesforce. After Chatter, Salesforce started delivering big features and products, such as Salesforce1, Tooling API, Process Builder, Visual Flow, Platform Encryption, Wave, and Lightning, one after another, to name few. Since the Salesforce ecosystem became vast with each release, sometimes, it's hard for the beginners to find a starting point with the latest information. There are many features in Salesforce that get enhanced with each release, resulting in the existing content on the evangelist's websites becoming obsolete or outdated.

Mastering Salesforce CRM Administration would help Salesforce professionals and newbies to learn many features available in Salesforce. Rakesh has done a fantabulous job in writing and tailoring content and group them in logical chapters.

The first chapter talks about enabling Lightning experience, Salesforce editions, objects, and the type of relationships. This chapter will give a firm start to all new professionals who want to start careers in Salesforce. The next chapter goes deeper into the important topics of security by talking about organization-wide defaults, sharing rules, roles, profiles, and field-level security. It also explains multicurrency. The following chapter focuses on the territory management concept and the steps to enable it.

The next chapter leaves no stone unturned to make you an awesome admin by explaining the micro-level details of custom objects, fields, tabs, Lightning applications, Lightning record pages, and so on. It also explains the tools to improve the data quality of Salesforce, such as validation rule, duplicate management, and more.

There are dedicated chapters for Sales Cloud and Service Cloud. If you ask me, even the whole book will not be sufficient enough to cover Sales Cloud and Service Cloud. However, the author has written the content brilliantly in order to cover as many concepts as possible at a high level so that you would not have any difficulty in exploring them in detail later. The next chapter focuses on complete e-mail management stuff such as e-mail deliverability and e-mail to case. It also covers mobile applications offered by Salesforce, such as SalesforceA, Authenticator app, and Salesforce1.

The author is a well-known blogger for Visual flow globally, and this book has a complete chapter on it. This book has a solid punch of basics to start with flow. I will say this chapter is a trump card for all professionals who want to master Visual flow.

The author doesn't want you to stop at being an awesome admin. He has a bigger plan, and to motivate all awesome admins, he has a short and sweet chapter on getting started with Apex and Visualforce.

One of the inimitable features of this book is the knowledge check at the end of every chapter. It will make sure that you understood the concepts well and will help in summarizing the content.

I hope this book will prove to be a springboard to start a career in Salesforce for many professional. After writing many books, Rakesh has a natural talent at keeping you engaged and entertained in every chapter. I promise that you will enjoy this book.

Jitendra Zaa

Salesforce MVP and Technical Architect

About the Author

Rakesh Gupta is a graduate of SRM University, Chennai, with a degree in information technology. He previously worked at iGate Computer System Ltd (now a part of Capgemini). He is a three-time Salesforce MVP, evangelist, Salesforce trainer, blogger, and is working as a Salesforce solution architect. He has been working on the platform of Salesforce.com for 6+ years. He is from Katihar, Bihar, and lives in Mumbai, India. He is the co-author of the books, Developing Applications with Salesforce Chatter and Salesforce.com Customization Handbook by Packt Publishing. He is the author of Learning Salesforce Visual Workflow and Learning Salesforce Visual Workflow and Process Builder - Second Edition by Packt Publishing. He is also the technical reviewer of Learning Force.com Application Development and Mastering Application Development with Force.com by Packt Publishing.

Best known as an automation champion in the Salesforce ecosystem, as he has written over 100+ articles on Visual Workflow and Process Builder to show how someone can use Visual Workflow and Process Builder to minimize code usage. He is one of the Visual Workflow and Process Builder experts from the industry. He has trained more than 700 individual professionals around the globe and conducted corporate training. He currently holds 9 certifications in Salesforce. He works on all the aspects of Salesforce and is an expert in data migration, process automation, configuration, customization, and integration. He is the leader of the Navi Mumbai and Nashik Salesforce developer user groups in India. He is also the initiator of the Mumbai Salesforce user group and the initiator of a biweekly online webinar, Automation Hour (http://www.automationhour.com). He is very passionate about Force.com and shares information through various channels, including Salesforce Success Community and his blog at http://www.automationchampion.com.

You can follow him on Twitter at @rakeshistom / @automationchamp.

First and foremost, I would like to thank my parents, Kedar Nath Gupta and Madhuri Gupta, and my sister, Sarika Gupta, for being patient with me for taking yet another challenge, which decreases the amount of time I can spend with them. They have been my inspiration and motivation for continuing to improve my knowledge and move my career forward. 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 my friend, Meenakshi Kalra, for helping me while I was writing this book. A special thanks to all my well-wishers and friends. I would like to especially thank Jitender Zaa (Salesforce MVP) and Vinay Chaturvedi (Salesforce MVP); without you, this book would never find its way to the Web. In the end, I’m grateful to every member of Salesforce Ohana; hope you will find this book useful!

About the Reviewers

Vinay Chaturvedi is a Salesforce MVP, currently working as a principal consultant. He has been loving and living Salesforce since 2011.

Vinay leads the Salesforce developer and user group in Noida and loves to blog at vinaychaturvedi.com.

Vinay is an accomplished developer, consultant, and business analyst with global consultancy experience, designing and implementing solutions for a large number of reputed clients. Being one of the several Salesforce experts trying to help the community, Vinay has an outstanding understanding of Salesforce concepts and implementation experience of several Salesforce projects.

You can follow Vinay on Twitter at @vinay_sfdc and on his website at vinaychaturvedi.com.

Jitendra Zaa is a Salesforce MVP, author, and a Dreamforce speaker with more than 9 years of experience in web technologies and cloud platforms. He is a manager at Cognizant Technology Solutions and holds 17 Salesforce certifications under his belt. You can follow him at @JitendraZaa or on his website, http://Jitendrazaa.com.

Writing technical blog articles, learning new programming languages and frameworks, and sharing knowledge with others are some of his hobbies. His experience and projects normally include Salesforce, JAVA, C#, ASP.Net, JIRA, and PHP-based applications. He is the author of the book Apex Design Patterns by Packt Publishing. Other books he has reviewed include Enterprise Patterns in Salesforce, Introduction to Chatter, and Visualforce Development Cookbook by Packt Publishing.

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Preface

Salesforce.com is one of the fastest-growing and demanding technologies at the moment. Mastering Salesforce CRM Administration is a hands-on guide helping Salesforce newbies (who have a basic knowledge of Salesforce), new or experienced Salesforce administrators, and developers who want to take their knowledge to the next level to become a Salesforce certified advanced administrator. As you go through the content, you will notice that this book focuses on real-world examples. This book builds upon these examples to help you understand and use the features of the Salesforce.com platform.

This book is all about mastering the Salesforce admin part, taking your skills as an administrator or developer and tuning them for the unique features of the Salesforce platform. We'll discuss the most complex topics in this book, such as territory management, forecasting, quota, knowledge base, and more. It's going to be awesome. So, let's get started!

What this book covers

Chapter 1, A Deep Dive into the Salesforce Lightning Experience, describes what Lightning Experience is and how it will help sales and support reps to improve their selling experience. Later, we will discuss the basic concepts of Salesforce that will help you understand the next few chapters.

Chapter 2, Security Settings in Salesforce, describes the concepts of multi currency, followed by the basics of Salesforce platform security and then goes through the various security aspects of Salesforce. At the end of the chapter, you will find key points to remember and a quiz for practice.

Chapter 3, Territory Management, gives you an understanding of Territory Management with real-time examples. Then, we will take the discussion ahead and discuss how its impact on your current record sharing. This is one of the key chapters in this book. At the end of the chapter, you will find key points to remember and a quiz for practice.

Chapter 4, Extending Salesforce with Custom Objects and Applications, gives the understanding of how an organization uses custom objects and applications to customize Salesforce CRM as per their business needs. At the end of the chapter, you will find key points to remember and a quiz for practice.

Chapter 5, Getting More Value