Salesforce.com Customization Handbook电子书

Salesforce.com Customization Handbook

Table of Contents

Salesforce.com Customization Handbook

Credits

About the Authors

About the Reviewers

www.PacktPub.com

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Free access for Packt account holders

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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