Amit Sahu

SFDC Training
Course Details
• Introduction
– Cloud Environment
– Sales Process
– Customer Relationship Management

• Salesforce Environment
– Introduction and Overview
– Getting around app
– Setting up and Managing users
– Security and Data Access
– Customization
– Automation
– Report and Dashboard
– Managing support process
– Summary

• Other details
1. Introduction

A. Cloud Environment
B. Sales Process
C. Customer Relationship Management
Cloud Environment
It is distributed computing or computing services on internet

Components

1 Client Computer

2 Distributed Server

3 Datacenters

Types

Private Public Hybrid

Cloud Environment

Software as a Platform as a Infrastructure as

Service (SaaS) Service (PaaS) a Service (IaaS)

SalesForce
CRM
LotusLive
Cloud Environment

• Why is it becoming a Big Deal:

– Using high-scale/low-cost providers,
– Any time/place access via web browser,
– Rapid scalability; incremental cost and load
sharing,
– Can forget need to focus on local IT.
• Concerns:
– Control of data, and service parameters,
– No standard API – mix of SOAP and REST!
– Privacy, security, compliance, trust…
1. Introduction

A. Cloud Environment
B. Sales Process
C. Customer Relationship Management
Sales Process

Prospecting Lead Opportunity

Identification Generation Qualified

Qualification Defined
Assignment RFP
Conversion Shortlisted
LOI/handshake
Won/Lost

Feedback/
Complaint/Cases Order
Referrals

CSI Received Received

Assignment Prepared
Resolution Dispatch
Closed Delivery
1. Introduction

A. Cloud Environment
B. Sales Process
C. Customer Relationship Management
Customer Relationship Management
A term used for managing a relation of customer with the
company, to delight them.

This results in - Research has shown that companies that

create satisfied, loyal customers have more repeat business,
lower customer-acquisition costs and stronger brand value.

It helps in
Marketing
Give
departments
employees
identify and
information Tracks all
target their Identifying
needed to Improve points of Closing sales
best prospects
improve sales and contact more
customers, and helps
customer streamline between a effectively
manage them
service and existing customer and
campaigns become
also to better processes and the efficiently
as well as customers
understand company
discover
customer
qualified
needs
leads
Customer Relationship Management
Analysis of customer data for effectiveness, retention, etc

Analytical

Automation of Direct interaction

customer Process With customer via
/ front office sales Automated voice /
Services, marketing mail

Operational CRM Collaborative

Win
more
..sale
more

Custo
mer
retention

Customer
acquisition

CRM Tools / Software

Salesforce Environment

A. Introduction and Overview

B. Getting around app
C. Setting up and Managing users
D. Security and Data Access
E. Customization
F. Automation
G. Report and Dashboard
H. Managing support process
I. Summary
Salesforce Overview

Standard Salesforce Objects

User
Salesforce Object and Relationship
Salesforce Environment

• Getting around apps

Live Demo
Getting around Salesforce
Section - 1

• Setting up the company profile

• Configuring the user interface
• Configuring the search
• Setting up activities and calendar
• Setting up chatter groups
Getting around Salesforce
Section - 1

The Big Picture

Company Profile
UI Setting

User Profile

User
Record
Getting around Salesforce
Section - 1

Collection of information about the organization

Company Financial Support

information information information
Name and address
License available Fiscal Year Business Hours
Storage used
Default currency
Currencies Holidays
Getting around Salesforce
Section - 1

• Configuring the user interface

SetupCustomizeUser interface
Getting around Salesforce
Section - 1

• Configuring the Search

List the no. of search of account to 10
Add mailing city in search display

SetupCustomizeSearchSearch
Settings
Getting around Salesforce
Section - 1

• Setting up activities and calendar

?
SetupCustomizeActivitiesActivities settings
Getting around Salesforce
Section - 1

• Setting up chatter groups


You can do by own
Getting around Salesforce
Section - 2

• Profile and it purpose

• Create and edit Profile
• Profile assignation to users
Getting around Salesforce
Section - 2
• Profile and it purpose
Collection of setting and permissions that determines what user
can see in the user interface and what they can do

Settings Permissions
Apps Administrative
Tabs General User
Record Type Std Object
Page layout Custom Object
fields
Getting around Salesforce
Section - 2

Standard Profile in Salesforce

System Standard Solution

Administrator User Manager

Marketing Contract Read

User Manager Only
Getting around Salesforce
Section - 2

• Object Permissions

Create Read Edit

Delete View All Delete All

Getting around Salesforce
Section - 2

Problem in the Organization

Members of finance team are currently able to
create, edit and delete records that they only
really need to view. The only record that they
ever need to edit are accounts, contacts and
opportunities with perhaps the occasional need to
create new contact. Also I heard about new report
builder capability, which I want to be given to
everyone in finance team.
Getting around Salesforce
Section - 2

• Create and edit Profile

SetupManage UsersProfiles
SetupCustomizeUser – check enhance profile user interface
Getting around Salesforce
Section - 2

• Profile assignation to users

Setup->Manage Users Users

Salesforce Environment

A. Introduction and Overview

B. Getting around app
C. Setting up and Managing users
D. Security and Data Access
E. Customization
F. Automation
G. Report and Dashboard
H. Managing support process
I. Summary
Setting up and Managing Users
Section - 3

• Managing User Profile

• Manage User
• Troubleshooting Login Issues
Setting up and Managing Users
Section - 3

• Managing User Profile

• Manage User

• SetupManage UsersUsers
Setting up and Managing Users
Section - 3

• Troubleshooting Login Issues

SetupSecurity ControlsPassword
Policies
Salesforce Environment

A. Introduction and Overview

B. Getting around app
C. Setting up and Managing users
D. Security and Data Access
E. Customization
F. Automation
G. Report and Dashboard
H. Managing support process
I. Summary
Security and Data Access
Section- 4

The Organization

Object

Record
Field
Security and Data Access
Section- 4

The Organization IP Range

SetupSecurity ControlNetwork access

Security and Data Access
Section- 4

Object
Profile
Permission sets

SetupManager UsersProfiles
Create new view
View name- Assest object permission
Setting- custom equal True
Search object permission
Add and save
SetupManager UsersPermission set
Click new and fill details , license as salesforce and save
Object setting AccountEditcheck deletesaveassign to user record
Security and Data Access
Section- 4

Determine you Data access Module

Kind of record different groups of user need to access

Public – There are no restriction on record access. User

can view and edit any record that their profile permission allow

Private – User can only access the record that they own,
and cannot see the record owned by other users

Hybrid – This is combination of public and private access

Security and Data Access
Section- 4

OWD – Organization-Wide Defaults

Use organization-wide default to set the default level of access
users have to records they do not own, in each object.

Setup | Security Control | Sharing Settings

Security and Data Access
Section- 4

Role Hierarchy
In Private or hybrid model, the role hierarchy lets you open up
record access to manager, team leader etc who may have
been denied access by OWD

CEO User up in the

hierarchy have
access to data
VP Fin VP Sales of hierarchy
below it

Sale Sales
director
manager manager

Setup | Manage Users | Roles

Security and Data Access
Section- 4
Exception to Data Access Model
• Sharing rule
• Manual Sharing
• Teams
Security and Data Access
Section- 4

Sharing Rule
This is to grant additional record access to group of users on an object
by object basis.
• Exception to OWD
• Irrelevant for Public data access
• Comprising of three component
– Share which records
– With which users
– What level of access

Setup | Security Control | Sharing Setting

Security and Data Access
Section- 4

Public Group
A public group is group of users that you can use to simplify the
creation of sharing rule involving many user.

Compromise of any combination

Individual user Role

Public
Group

Roles and
Other Public groups
subordinates

Setup | Manage Users | Public Group

Security and Data Access
Section- 4

Field Level Security

Lets you restrict what fields users can view and edit based on their
profile.
• On record detail and edit page
• In related list
• In list view

Setup | Customize | Opportunities | Fields  Set

Field-Level Security
Security and Data Access
Section- 4

The Organization IP Range

Profile
Object Permission sets

Record
OWD
Role
Field
Sharing rule
Public group
AT & OT
Salesforce Environment

A. Introduction and Overview

B. Getting around app
C. Setting up and Managing users
D. Security and Data Access
E. Customization
F. Automation
G. Report and Dashboard
H. Managing support process
I. Summary
Customization
Section - 5
• Standard Fields
• Custom Fields
• Selection Fields: Picklists and Lookups
• Formula Fields
• Page Layouts
• Record Type and Business processes
• Activity Customization
Customization
Section - 5

Standard Fields
• You can not delete them but can hide them using field level
security
– Change field label
– Help text
– Edit value in picklists
– Set history tracking

Setup | Customize | Name of Object | Fields

Custom Fields
These fields are created by you to capture additional information
required for your business
Customization
Section - 5

Picklists
Picklists are fields that allow user to select either single or multiple
values from a predefined list during data entry.
• Speed up data entry
• Maintain data quality by allowing only permissible value facilitate
searching reporting and filtering.

Setup | Customize | Object | fields

Dependent Picklists
- Controlling Field
- Dependent Field

Setup | Customize | Object | fields Account custom filed –field

dependencies
Customization
Section - 5
Lookups
Lookups are the field that allows users to select a record from another
object.
Lookup Filters
Use a lookup filter to limit the record available in the lookup

It can reference
- Other fields on the same records
- Fields on the records of lookup object
- Fields on the users record, profile and role

Dependent Lookups
Use a lookup filter that reference another field on the same object to
create dependent look up
Customization
Section - 5
Custom Formula Fields
This allow you to define calculations that reference other fields to
display new numeric, text, date or checkbox value specific to you
business requirement.

• Read only fields and do not display on record edit page

• Can reference filed on the same object or lookup object
• Cannot reference custom long text area field
• Are not searchable
Customization
Section - 5
Page Layouts
It control the fields, sections, related lists, buttons that appear when
user view or edit a record. You can modify object default layout or can
edit it

- Assigning a page layout to profile

You can find this at account page layout at top “Page layout
assignment”

Sequence of assignation
Object Page layout  Profile
Customization
Section - 5
Record Type
This allow you to offer users different page layout, picklist values for
different business scenarios. Based on their profile. Each object has
default master record type but you can create new one.

Sales Process
Sales Process makes you to create separate stage on opportunity for
different set of profile

SetupCustomizeOpportunitiesSales Process
Customization
Section - 5
Data Validation
This allows you to ensure the integrity of data before it is saved. By
preventing user from saving invalid field values. There are two types:

System data validation

Involve setting simple field properties to ensure valid data entry

Custom validation rules

Allows you to enforce more complex conditions, involving one or more
fields, specific to your business process.

Setup | Customize | Name of object | Validation rule

Customization
Section - 5
Customize Activity Module
Setup | Customize | Activities

Setup | Customize | Activities | Public calendars and Resources

Salesforce Environment

A. Introduction and Overview

B. Getting around app
C. Setting up and Managing users
D. Security and Data Access
E. Customization
F. Automation
G. Report and Dashboard
H. Managing support process
I. Summary
Automation
Section - 6

Email Administration and Email Template

Workflow rules
Lead and Case Automation
Automation
Section - 6
Email Administration and Email Template
Test deliverability
Email footer
Organization wide-Address

Setup | Email Administration

- Email Template

Setup | Communication Templates | Email Templates

Automation
Section - 6
Workflow
A workflow rule set workflow action into motion when certain
conditions are met. Actions can take place immediately, or on a
specific date, according to a trigger.

Evaluation Rule Time

Actions Actions
Criteria Criteria Trigger

Task Task

Email Email

Field Field
Update Update

Outbound Outbound
Messages Messages

Setup | Create | Workflow & Approvals | Workflow Rules

Automation
Section - 6
Lead and Case Automation
Default status
Setup | Customize | Leads | Fields  lead status and on picklist value
and click on reorder

Lead conversion filed mapping

Setup | Leads | Fields | Map lead fields

Lead Queues
Queues are location where records await processing by assigned
members.

Setup | Manage User | Queues

Automation
Section - 6
Lead and Case Automation
Assignment Rules
It assign leads/cases to owners based on the criteria you specify
within the rule

New Lead--> source = web  Queue = web promo

source = Trade show  User = Matt
Else default lead owner

Setup | Customize | Lead | Assignment Rules

Web to Lead

Setup | Customize | Lead | Web-to-Lead

Other
Section - 7
Create Custom App and Object

Setup | Create | App/Object

Thanks