Salesforce.com Customization Handbook
By Sagar Pareek and Rakesh Gupta
3/5
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About this ebook
Salesforce.com has contributed in bringing about a social revolution to the Internet era. Salesforce.com provides you with the power of cloud computing, enabling you to quickly build enterprise apps in a cloud.
This is a step-by-step guide to automating your business requirements or streamlining your sales process using Salesforce CRM. This book covers many topics from the Spring '14 and Summer '14 releases and is also helpful for those who are preparing for the Salesforce.com admin certification exam (ADM 201). The book starts with an introduction to Salesforce CRM and its products. Then, it covers its user experience management, data security aspects, e-mail administration, and discusses various ways that can be adopted to streamline business processes. By the end of this book, you will be able to customize Salesforce and manage Salesforce-related data in your organization.
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Salesforce.com Customization Handbook - Sagar Pareek
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
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.
Livery Place
35 Livery Street
Birmingham B3 2PB, UK.
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.
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