
Salesforce.com customization handbook
Description
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- Manage users in the Salesforce organization and customize the company profile
- Secure the data within an organization
- Control email and domain management for your organization
- Use the Sales Cloud and the Service Cloud to streamline sales, support processes, and automate your business requirements
- Learn data management in Salesforce
- Understand the concepts of analytics in Salesforce, and build reports and dashboards on existing data
- Connect with employees around the globe using Salesforce Chatter and apps from AppExchange
Who this book is for
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Other editions
Additional editions

Content
- Intro
- Salesforce.com Customization Handbook
- Table of Contents
- Salesforce.com Customization Handbook
- Credits
- About the Authors
- About the Reviewers
- www.PacktPub.com
- Support files, eBooks, discount offers, and more
- Why subscribe?
- Free access for Packt account holders
- Instant updates on new Packt books
- 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
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