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Home > Cloud & Networking > System Administration > Salesforce CRM : The Definitive Admin Handbook - Third Edition
Salesforce CRM : The Definitive Admin Handbook - Third Edition
Salesforce CRM : The Definitive Admin Handbook - Third Edition

Salesforce CRM : The Definitive Admin Handbook - Third Edition: Successfully administer Salesforce CRM and Salesforce mobile implementations with best practices and real-world scenarios , Third Edition

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Salesforce CRM : The Definitive Admin Handbook - Third Edition

Chapter 2. User Management in Salesforce CRM

In the previous chapter, we looked at user authentication and how user login access is authorized by the Salesforce application. We were introduced to the concept of a user being assigned a profile that could be set to control certain permissions. The user profile login permissions we looked at were restrictions on login hours and IP addresses, which allow you to control when and from where users log in to the Salesforce application.

In this chapter, we will look at how users can be managed in more detail and understand how some of the key profile settings are used within the Salesforce CRM application.

We will start to look into the ways in which a user's profile controls access to objects and also governs what features are available to that user.

Generally speaking, objects represent database tables that contain your organization's information and are discussed in detail in Chapter 3, Configuration in Salesforce CRM. For example...

An introduction to record ownership, profiles, and sharing

Before looking at the features available to manage users, we start with a brief introduction to the concepts of record ownership, profiles, and sharing in Salesforce CRM.

Record owner

The record owner terminology is reflected throughout Salesforce and, for each and every data record, there can be one and only one record owner.

Only users that are active in Salesforce can have records assigned to them.

When a user is marked inactive in Salesforce CRM, he or she no longer has access to the application. However, any records that this inactive user owns remain in the application and continue to show the inactive user as the record owner.

The record owner setting generally determines whether access to that record is available to other users within the organization and is enabled using either profile or sharing settings.

Profiles and sharing

Profiles, sharing, and the optional role hierarchy setting work together and should be considered as...

Managing users in Salesforce CRM

All users in your organization with access to Salesforce CRM require a username, an e-mail address, a password, and a profile along with an active user license.

Depending on the features your organization has purchased, you can have user options such as Marketing, Service Cloud, and Mobile, which give particular users the ability to access other features that are only available with a specific user license. A user can be assigned to one or more of these options.

You can also create and manage other types of users outside your organization by applying the appropriate licenses that provide limited access to your Salesforce organization, as detailed later in this chapter.

In association with the user license, you can govern all users' access to data using the options available in either the profile settings or the sharing features.

Profile settings control access to applications and objects, while sharing features control access to specific records.

To go to...

Viewing and editing user information

To view or edit user information, navigate to Setup | Manage Users | Users. Now, click on Edit next to a user's name. Change the necessary information and click on Save.

Users can also change or add to their own personal information after they log in.

If you change a user's e-mail address and do not select the Generate new password and notify user immediately option, a confirmation message will be sent to the new e-mail address that you entered to verify the change of e-mail. The user must click on the link provided in that message for the new e-mail address to take effect.

If you change a user's e-mail and reset the password at the same time, the new password is automatically sent to the user's new e-mail address, and an e-mail verification is not required.

Click on Unlock to unlock a user who is locked out of Salesforce.

Note

The Unlock button is only available when a user is locked out.

Searching for users

You can use the search features...

Freezing user accounts

This feature allows you to freeze user records. Often, there are times where you might not want to deactivate a user immediately (such as when a user is part of an approval process) but you must prevent them from logging into your organization (as they have left the company, for example) while you perform the steps to deactivate them.

To freeze a user record, navigate to Setup | Manage Users | Users. Now, click on a user's name to access their user detail page. Then, click on the Freeze button.

Password management

You have the following options to reset passwords for users in Salesforce CRM:

  • Resetting passwords
  • Expiring passwords

Resetting passwords

If users have forgotten their password, they can click on the Forgot your password? link on the Salesforce CRM login page, which presents them with a screen to enter their username, as shown in the following screenshot:

Resetting passwords

The user will then receive an e-mail from Salesforce that contains a new password link that will require them to answer a previously set security question, (such as Where were you born? ) before their password is reset, and then they can log in to Salesforce.

To reset a user's password, navigate to Setup | Manage Users | Users. Now, select the checkbox next to the user's name.

Optionally, to change the passwords for all currently displayed users, check the box in the column header to select all rows.

Click on Reset Password to have a new password e-mailed to the user(s).

Note

After you reset users' passwords, some...

An introduction to record ownership, profiles, and sharing

Before looking at the features available to manage users, we start with a brief introduction to the concepts of record ownership, profiles, and sharing in Salesforce CRM.

Record owner

The record owner terminology is reflected throughout Salesforce and, for each and every data record, there can be one and only one record owner.

Only users that are active in Salesforce can have records assigned to them.

When a user is marked inactive in Salesforce CRM, he or she no longer has access to the application. However, any records that this inactive user owns remain in the application and continue to show the inactive user as the record owner.

The record owner setting generally determines whether access to that record is available to other users within the organization and is enabled using either profile or sharing settings.

Profiles and sharing

Profiles, sharing, and the optional role hierarchy setting work together and should be considered as a...

Managing users in Salesforce CRM

All users in your organization with access to Salesforce CRM require a username, an e-mail address, a password, and a profile along with an active user license.

Depending on the features your organization has purchased, you can have user options such as Marketing, Service Cloud, and Mobile, which give particular users the ability to access other features that are only available with a specific user license. A user can be assigned to one or more of these options.

You can also create and manage other types of users outside your organization by applying the appropriate licenses that provide limited access to your Salesforce organization, as detailed later in this chapter.

In association with the user license, you can govern all users' access to data using the options available in either the profile settings or the sharing features.

Profile settings control access to applications and objects, while sharing features control access to specific records.

To go to the...

Viewing and editing user information

To view or edit user information, navigate to Setup | Manage Users | Users. Now, click on Edit next to a user's name. Change the necessary information and click on Save.

Users can also change or add to their own personal information after they log in.

If you change a user's e-mail address and do not select the Generate new password and notify user immediately option, a confirmation message will be sent to the new e-mail address that you entered to verify the change of e-mail. The user must click on the link provided in that message for the new e-mail address to take effect.

If you change a user's e-mail and reset the password at the same time, the new password is automatically sent to the user's new e-mail address, and an e-mail verification is not required.

Click on Unlock to unlock a user who is locked out of Salesforce.

Note

The Unlock button is only available when a user is locked out.

Searching for users

You can use the search features (described in the...

Freezing user accounts

This feature allows you to freeze user records. Often, there are times where you might not want to deactivate a user immediately (such as when a user is part of an approval process) but you must prevent them from logging into your organization (as they have left the company, for example) while you perform the steps to deactivate them.

To freeze a user record, navigate to Setup | Manage Users | Users. Now, click on a user's name to access their user detail page. Then, click on the Freeze button.

Password management

You have the following options to reset passwords for users in Salesforce CRM:

  • Resetting passwords

  • Expiring passwords

Resetting passwords

If users have forgotten their password, they can click on the Forgot your password? link on the Salesforce CRM login page, which presents them with a screen to enter their username, as shown in the following screenshot:

The user will then receive an e-mail from Salesforce that contains a new password link that will require them to answer a previously set security question, (such as Where were you born? ) before their password is reset, and then they can log in to Salesforce.

To reset a user's password, navigate to Setup | Manage Users | Users. Now, select the checkbox next to the user's name.

Optionally, to change the passwords for all currently displayed users, check the box in the column header to select all rows.

Click on Reset Password to have a new password e-mailed to the user(s).

Note

After you reset users' passwords, some users might...

Password policies

There are several password and login policy features that help you improve your organization's security. To set these password policies, navigate to Setup | Security Controls | Password Policies. Select the required settings and then click on Save.

Let's look at each of the password policies that are shown in the following screenshot:

The user password expiration period

Password expiration periods for all users in your organization are set by the User passwords expire in picklist selection.

This sets the length of time until all user passwords expire and must be changed. Users with the Password Never Expires permission are not affected by this setting.

Note

The options are 30 days, 60 days, 90 days, 180 days, One Year, and Never Expires.

Enforce password history

The enforce password history setting is used to remember users' previous passwords so that they must always enter a previously unused password. The password history is not saved until you set this value. You cannot select...

Forgot Password / Locked Account Assistance

The following sections discuss the options available under Forgot Password / Locked Account Assistance.

Message

By setting this message, the text will appear in the lockout e-mail that users receive whenever they need you to reset their password. Your users will also see the message text in the confirm identity screen and e-mail that they receive whenever their password is reset. It is useful to add your contact details and a personal message.

Help link

Setting this link results in the text above this option appearing as a web URL that, when clicked on, will allow your users to navigate to a separate page, such as a custom help page, that you have available.

API Only User Settings

The upcoming section discusses the option available under API Only User Settings.

Alternative Home Page

API Only Users will be redirected to this URL after they have confirmed a user management change (such as resetting a password). This can be used as a way of confirming the change as users with the profile or permission setting of API Only User cannot access Salesforce via the user interface and hence receive no visual confirmation.

Session management

There are several session security features that help you improve your organization's security. These features include setting the session expiration timeout, locking sessions to the IP address from which they originated, and other organization-wide session settings. To set these session options, navigate to Setup | Security Controls | Session Settings. Select the required settings, as shown in the following screenshot, and then click Save:

Let's look at each of the session security features.

Session timeout

There are various features that can be used to set the session timeout as per the following sections.

Timeout value

Timeout value sets the length of time after which inactive users are automatically logged out of the system. The options are between 15 minutes and 12 hours.

Note

As a system administrator, you need to balance the requirements for user satisfaction and the enforcement of security controls; however, it is recommended that you choose as short a timeout period as possible to protect sensitive information and enforce stricter security.

The value of the last active session is not updated until halfway through the timeout period. So, if you have a 2-hour timeout, the system does not check for activity until 1 hour has passed. As an example, say, you have a 2-hour timeout value. If you update a record after 30 minutes, the last active session value is not updated because there was no activity after 1 hour and hence, you will still be logged out in another 1 hour and 30...

Session settings

There are various features that can be sued to set the session as per the following sections.

Lock sessions to the IP address from which they originated

The Lock sessions to the IP address from which they originated option is used to specify whether users' sessions are to be locked to the IP address with which they logged in.

Note

Enabling this option helps prevent the hijacking of valid user sessions by unauthorized people.

Require secure connections (HTTPS)

The Require secure connections (HTTPS) option sets whether HTTPS (instead of the less secure HTTP connection) is required to access Salesforce.

Note

This option is enabled by default and can only be disabled by sending a request to salesforce.com support.

Force relogin after Login-As-User

The Force relogin after Login-As-User option, when set, results in you having to log in again to get back into Salesforce after logging out as a logged-in user. When this is not set, you are taken to the original session after logging out as...

Login page caching and autocomplete

The Login page caching and autocomplete feature, which stores users' login details (just the list of usernames but not the password), is as per the upcoming section.

Enable caching and autocomplete on login page

The Enable caching and autocomplete on login page option enables users' browsers to store username text and so, after their initial log in, usernames are automatically set in the User Name field on the login page.

Note

This option is enabled by default.

Identity confirmation

The Identify confirmation feature, which allows further mechanisms to extend the standard use of e-mail confirmation, is as per the upcoming section.

Enable SMS-based identity confirmation

The Enable SMS-based identity confirmation option enables users to receive a One-Time PIN, which they receive via SMS. Once enabled, administrators or users must verify their mobile phone number before taking advantage of this feature.

Note

This option is enabled by default and can only be disabled by sending a request to salesforce.com support.

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Description

This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a novice or a more experienced administrator, this book aims to enhance your knowledge and understanding of the Salesforce CRM platform and features.

Who is this book for?

This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a novice or a more experienced administrator, this book aims to enhance your knowledge and understanding of the Salesforce CRM platform and features.

What you will learn

  • Configure and control the various organizationwide user interface features in Salesforce CRM
  • Set up and maintain a user and administer appropriate security and login access mechanisms
  • Apply organization security and understand the capabilities of the Salesforce CRM sharing model
  • Create, delete, and customize fields, page layouts, and list views for custom and standard objects
  • Implement the mechanisms for data management and discover the tools to import, update, transfer, and mass delete data
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Publication date : Jan 30, 2015
Length: 480 pages
Edition : 3rd
Language : English
ISBN-13 : 9781784397562
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Category :
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Concepts :
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Category :
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Concepts :
System Administration
Tools :
Salesforce

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Table of Contents

11 Chapters
1. Organization Administration Chevron down icon Chevron up icon
1. Organization Administration
The Salesforce setup menu
User login and authorization
Establishing your company profile within Salesforce
User interface and supported browsers
Search overview
Summary
2. User Management in Salesforce CRM Chevron down icon Chevron up icon
2. User Management in Salesforce CRM
An introduction to record ownership, profiles, and sharing
Managing users in Salesforce CRM
Viewing and editing user information
Freezing user accounts
Password management
Password policies
Forgot Password / Locked Account Assistance
API Only User Settings
Session management
Session timeout
Session settings
Login page caching and autocomplete
Identity confirmation
Clickjack protection
Cross-Site Request Forgery (CSRF) Protection
Session Security Levels
A how-to guide to help users grant login access to you
Summary
3. Configuration in Salesforce CRM Chevron down icon Chevron up icon
3. Configuration in Salesforce CRM
The relationship between a profile and the features that it controls
Objects
Fields
Object relationships
Apps
Tabs
Renaming labels for standard tabs, standard objects, and standard fields
Creating custom objects
Object Limits
Creating custom object relationships
Creating custom fields
Dependent picklists
Building relationship fields
Lookup relationship options
Master-detail relationship options
Lookup filters
Building formulas
Basic formula
Advanced formula
Building formulas – best practices
Building formula text and compiled character size limits
Custom field governance
Page layouts
Record types
Related lists
List views
Summary
4. Data Management Chevron down icon Chevron up icon
4. Data Management
The data access security model
Organization-Wide Defaults (OWDs) for sharing
Role hierarchy
Organization-Wide Defaults and sharing rules
Sharing rules
Data validation
An overview of data import and export utilities
Data Loader
Best practices for mass data updating
Weekly export
Field sets
Folders
Recycle Bin
Data storage utilization
Summary
5. Data Analytics with Reports and Dashboards Chevron down icon Chevron up icon
5. Data Analytics with Reports and Dashboards
Reports
Groupings
Custom summary formulas
Bucket fields
Changing the report format
Dashboards
Summary
6. Implementing Business Processes in Salesforce CRM Chevron down icon Chevron up icon
6. Implementing Business Processes in Salesforce CRM
Workflow rules and the approval processes
Configuring workflow rules
Approval process
Configuring approval processes
Visual Workflow
Summary
7. Salesforce CRM Functions Chevron down icon Chevron up icon
7. Salesforce CRM Functions
A functional overview of Salesforce CRM
Marketing administration
Salesforce automation
Service cloud
Salesforce Chatter
Summary
8. Extending Salesforce CRM Chevron down icon Chevron up icon
8. Extending Salesforce CRM
Enterprise mash-ups in web applications
Mash-ups in Salesforce CRM
Server-side mash-ups
Introduction to Visualforce
Summary
9. Best Practices for Enhancing Productivity Chevron down icon Chevron up icon
9. Best Practices for Enhancing Productivity
Salesforce AppExchange marketplace
Change management overview
User adoption
Summary
10. Mobile Administration Chevron down icon Chevron up icon
10. Mobile Administration
Accessing Salesforce Mobile products
Salesforce mobile products' overview
Summary
Index Chevron down icon Chevron up icon
Index

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snb7485 Oct 26, 2015
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This book is a great resource. It's especially good for any beginning admin that wants to expand on their skills.
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Bruce Ferman Apr 07, 2015
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I picked this admin book up when it was on sale and it's one of the best books in my library. I've used it mostly as a reference and it's been indispensable (saved my bacon more than once). It's the first place I go to resolve a configuration issue, followed by stack exchange. I highly recommend it!
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Sully Jul 24, 2015
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So far this has been good. Working on getting Certified to be a Salesforce Admin. Lots of good knowledge in this book.
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James Aug 20, 2016
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A fantastic resource for those looking to pass the Administrator Certification exam. After going through all relevant trails and badges on Trailhead, I moved onto this book and then onto an online course (an inexpensive one). Will this book help you pass the test all by itself? No, but the information is fantastic and organized into the right categories. While this book was written for a previous release of Salesforce, it is still a relevant resource. A new version is scheduled to be released in February 2017 and I recommend picking that up once it is available.
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Arika Johnson Jun 15, 2015
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This book has a lot information on sales force that will help me prepare for the certification
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About the authors

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Profile icon Goodey
Goodey
Paul Goodey is the author of the book entitled Salesforce CRM Admin Cookbook, by Packt Publishing. He has over 25 years' experience developing web technology solutions for companies of all sizes across a variety of industries, and has been building solutions with Salesforce CRM since 2006. He has enjoyed a variety of roles while working with Salesforce CRM, having worked as a developer, business analyst, solutions architect, and system administrator to provide solutions for both in-house and consultancy-based end users. Based in the UK, near London, his professional qualifications include Salesforce Certified Administrator (ADM-201), and he is a keen and active member of Salesforce's administrator and developer online communities.
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See other products by Goodey
Profile icon Paul Goodey GP
Paul Goodey GP
Paul Goodey is the author of the book entitled Salesforce CRM Admin Cookbook, by Packt Publishing. He has over 25 years' experience developing web technology solutions for companies of all sizes across a variety of industries, and has been building solutions with Salesforce CRM since 2006. He has enjoyed a variety of roles while working with Salesforce CRM, having worked as a developer, business analyst, solutions architect, and system administrator to provide solutions for both in-house and consultancy-based end users. Based in the UK, near London, his professional qualifications include Salesforce Certified Administrator (ADM-201), and he is a keen and active member of Salesforce's administrator and developer online communities.
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Shipping Details

USA:

'

Economy: Delivery to most addresses in the US within 10-15 business days

Premium: Trackable Delivery to most addresses in the US within 3-8 business days

UK:

Economy: Delivery to most addresses in the U.K. within 7-9 business days.
Shipments are not trackable

Premium: Trackable delivery to most addresses in the U.K. within 3-4 business days!
Add one extra business day for deliveries to Northern Ireland and Scottish Highlands and islands

EU:

Premium: Trackable delivery to most EU destinations within 4-9 business days.

Australia:

Economy: Can deliver to P. O. Boxes and private residences.
Trackable service with delivery to addresses in Australia only.
Delivery time ranges from 7-9 business days for VIC and 8-10 business days for Interstate metro
Delivery time is up to 15 business days for remote areas of WA, NT & QLD.

Premium: Delivery to addresses in Australia only
Trackable delivery to most P. O. Boxes and private residences in Australia within 4-5 days based on the distance to a destination following dispatch.

India:

Premium: Delivery to most Indian addresses within 5-6 business days

Rest of the World:

Premium: Countries in the American continent: Trackable delivery to most countries within 4-7 business days

Asia:

Premium: Delivery to most Asian addresses within 5-9 business days

Disclaimer:
All orders received before 5 PM U.K time would start printing from the next business day. So the estimated delivery times start from the next day as well. Orders received after 5 PM U.K time (in our internal systems) on a business day or anytime on the weekend will begin printing the second to next business day. For example, an order placed at 11 AM today will begin printing tomorrow, whereas an order placed at 9 PM tonight will begin printing the day after tomorrow.


Unfortunately, due to several restrictions, we are unable to ship to the following countries:

  1. Afghanistan
  2. American Samoa
  3. Belarus
  4. Brunei Darussalam
  5. Central African Republic
  6. The Democratic Republic of Congo
  7. Eritrea
  8. Guinea-bissau
  9. Iran
  10. Lebanon
  11. Libiya Arab Jamahriya
  12. Somalia
  13. Sudan
  14. Russian Federation
  15. Syrian Arab Republic
  16. Ukraine
  17. Venezuela