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Home > Programming > CRM > Salesforce.com customization handbook
Salesforce.com customization handbook
Salesforce.com customization handbook

Salesforce.com customization handbook: Customize Salesforce to automate your business requirements

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Salesforce.com customization handbook

Chapter 2. User Management and Organization Administration

This chapter starts with an overview of your company's profile settings, followed by role hierarchy and profiles in Salesforce. We will also discuss permission sets, various ways to set up users for an organization, and key concepts related to it. We will learn about public groups and the queue and its significance. Later, we will go through the Freeze user concepts, how to unlock user accounts, and finally brief you about the personal setup. All these concepts are very important as they are a one-time setup and will dictate how your Salesforce organization will work in accordance with your organization structure.

The following topics will be covered in this chapter:

  • Setting up company information
  • Multiple currencies, and the fiscal year and customizing it
  • Setting up business hours and their effects
  • Holiday settings and language settings and their importance
  • The significance of roles and profiles
  • Permission sets
  • Setting up...

Setting up company information

In the previous chapter, we went through ways to set up a developer account, the login concept, and what happens once you log in to Salesforce.com. Now, we will move forward to the next step. This feature is important as it is used to provide all the basic information about your company, such as the local address and phone numbers.

Let's start with an example. Appiuss Inc. just brought Salesforce Enterprise Edition (EE). Now the managers Sara Bareilles and Robby Williams are keen to know how to update the company information, its contact details, the default time zone, and set the corporate currency.

Once the company has purchased the Salesforce organization, the company has to set up its profile. Under the heading Company Profile in the Setup tab, there are various setups available as shown in the following screenshot:

Setting up company information

Updating the company's information

At any time, the system administrator can update the company's information in Salesforce. The...

Changing the corporate currency

At any time, the system administrator can change the corporate currency of the organization. To do this, follow these steps:

  1. Navigate to Setup | Administer | Company Profile | Manage Currencies.
    Changing the corporate currency
  2. Click on Change Corporate.
  3. It will redirect you to a new window where you can select a new corporate currency for your organization.

Note

A new corporate currency dropdown shows only those currencies that are currently active for the organization.

Effects of enabling multi-currency

The following are the effects of enabling multi-currency:

  • Multi-currency cannot be disabled once enabled.
  • All records have a default currency stamped that you mentioned at the time of enabling it.
  • Objects such as opportunities, opportunity products, opportunity product schedules, and campaign opportunities include fields that are multi-currency compatible, which allows a specific currency for the record. The main use of such fields is to specify the primary amount.
  • After multi-currency is enabled...

Fiscal year and its customization

A fiscal year or financial year is a period of time used to calculate annual (yearly) financial statements in businesses and other organizations. The system administrator can set the fiscal year for your organization. The fiscal year settings are used to report on the fiscal year timeline.

Salesforce supports two types of fiscal years:

  • Standard fiscal year
  • Custom fiscal year

Standard fiscal year

Salesforce provides the Gregorian calendar as the standard fiscal year calendar by default. But this is not the same for every organization as some organizations use different calendars and need to change the fiscal year start month, for example, for the fiscal year starting in April, the standard fiscal year is used. Standard fiscal years can start on the first day of any month. Additionally, it can be defined whether the fiscal year is based on the start or end of the selected month.

To set up a standard fiscal year for your organization, follow these steps:

  1. Navigate...

Business hours setup and its effect

Business hours are the hours of the day in which business is generally conducted. These are especially applicable for the customer support team to track the operating hours of the customer support. For your Salesforce organization, you can configure multiple business hours. Business hour settings apply to case-related information about escalation rules and case milestones in the entitlement processes.

Once the business hours are set, they can be used to set the time at which a support team will be available to work on the case. Business hours can also be specified when making the escalation rules. Setting the business hours on the escalation rules, results in the case getting automatically updated and escalated when the escalation rules are within the time and location of the rule.

Let's assume that your organization's working hours are from 8:00 a.m. to 5:00 p.m. and a case is raised at 4:00 p.m. The escalation time for this case is 2 hours if...

Holiday settings

Let's start with an example. Sara Bareilles is working as a support agent in a company. She is resolving an ample amount of cases per day, and the response time for every case is 3 hours. Now, she is worried because April 18 is a holiday for Good Friday and if cases come in on that day, they will be escalated to the manager.

Holiday settings define that your organization is not working on that day. If some cases are raised on that day and waiting for a service agent response, Salesforce will not count that day as a working day and the case will not be escalated.

Setting up the holiday settings

To set up the holiday settings for your organization, follow these steps:

  1. Navigate to Setup | Administer | Company Profile | Holidays.
  2. Click on the New button.
  3. Enter data in the Holiday Name, Description, Date, and Time fields. You can set recurring holidays as well. To do that, select the Recurring Holiday checkbox and fill in the Frequency, Start Date, and End Date fields:
    Setting up the holiday settings
  4. Click...

Setting up company information

In the previous chapter, we went through ways to set up a developer account, the login concept, and what happens once you log in to Salesforce.com. Now, we will move forward to the next step. This feature is important as it is used to provide all the basic information about your company, such as the local address and phone numbers.

Let's start with an example. Appiuss Inc. just brought Salesforce Enterprise Edition (EE). Now the managers Sara Bareilles and Robby Williams are keen to know how to update the company information, its contact details, the default time zone, and set the corporate currency.

Once the company has purchased the Salesforce organization, the company has to set up its profile. Under the heading Company Profile in the Setup tab, there are various setups available as shown in the following screenshot:

Updating the company's information

At any time, the system administrator can update the company's information in Salesforce. The company information...

Changing the corporate currency

At any time, the system administrator can change the corporate currency of the organization. To do this, follow these steps:

  1. Navigate to Setup | Administer | Company Profile | Manage Currencies.

  2. Click on Change Corporate.

  3. It will redirect you to a new window where you can select a new corporate currency for your organization.

Note

A new corporate currency dropdown shows only those currencies that are currently active for the organization.

Effects of enabling multi-currency

The following are the effects of enabling multi-currency:

  • Multi-currency cannot be disabled once enabled.

  • All records have a default currency stamped that you mentioned at the time of enabling it.

  • Objects such as opportunities, opportunity products, opportunity product schedules, and campaign opportunities include fields that are multi-currency compatible, which allows a specific currency for the record. The main use of such fields is to specify the primary amount.

  • After multi-currency is enabled,...

Fiscal year and its customization

A fiscal year or financial year is a period of time used to calculate annual (yearly) financial statements in businesses and other organizations. The system administrator can set the fiscal year for your organization. The fiscal year settings are used to report on the fiscal year timeline.

Salesforce supports two types of fiscal years:

  • Standard fiscal year

  • Custom fiscal year

Standard fiscal year

Salesforce provides the Gregorian calendar as the standard fiscal year calendar by default. But this is not the same for every organization as some organizations use different calendars and need to change the fiscal year start month, for example, for the fiscal year starting in April, the standard fiscal year is used. Standard fiscal years can start on the first day of any month. Additionally, it can be defined whether the fiscal year is based on the start or end of the selected month.

To set up a standard fiscal year for your organization, follow these steps:

  1. Navigate...

Business hours setup and its effect

Business hours are the hours of the day in which business is generally conducted. These are especially applicable for the customer support team to track the operating hours of the customer support. For your Salesforce organization, you can configure multiple business hours. Business hour settings apply to case-related information about escalation rules and case milestones in the entitlement processes.

Once the business hours are set, they can be used to set the time at which a support team will be available to work on the case. Business hours can also be specified when making the escalation rules. Setting the business hours on the escalation rules, results in the case getting automatically updated and escalated when the escalation rules are within the time and location of the rule.

Let's assume that your organization's working hours are from 8:00 a.m. to 5:00 p.m. and a case is raised at 4:00 p.m. The escalation time for this case is 2 hours if the case...

Holiday settings

Let's start with an example. Sara Bareilles is working as a support agent in a company. She is resolving an ample amount of cases per day, and the response time for every case is 3 hours. Now, she is worried because April 18 is a holiday for Good Friday and if cases come in on that day, they will be escalated to the manager.

Holiday settings define that your organization is not working on that day. If some cases are raised on that day and waiting for a service agent response, Salesforce will not count that day as a working day and the case will not be escalated.

Setting up the holiday settings

To set up the holiday settings for your organization, follow these steps:

  1. Navigate to Setup | Administer | Company Profile | Holidays.

  2. Click on the New button.

  3. Enter data in the Holiday Name, Description, Date, and Time fields. You can set recurring holidays as well. To do that, select the Recurring Holiday checkbox and fill in the Frequency, Start Date, and End Date fields:

  4. Click on Save...

Language settings and its importance

As Salesforce is being used across the globe and we all use different languages to communicate, Salesforce supports multiple languages. The Salesforce web user interface, Salesforce for Outlook, Connect for Outlook, Connect Offline, and Connect for Office are all available in various languages.

The Salesforce web user interface supports two language settings.

Personal settings

Let's start with an example. Robby Williams is a new hire from Russia. The default organization language is set to English, which means all the text and online help are displayed to all the new users in English. Robby Williams would like to change his complete user interface to Russian.

Users can change the default language to their local language to display the Salesforce text, images, buttons, and online help.

To change to your personal language, follow these steps:

  1. Navigate to Name | My Setting | Personal | Language & Time zone.

  2. Then, select the language from the Language drop-down...

Profiles

Profiles are a way to customize the Salesforce overall experience of a user. Profiles are used to decide the data security in a Salesforce organization by granting object-level permissions and Field-Level Security that decide whether the fields need to be shown to a specific set of users. Profiles have certain rules or settings that we can set in order to grant or restrict a set of user permissions. Roles decide data/record-level access in Salesforce (that is, the records that you can access), and profiles decide what users can see in those records (that is, fields, related lists, and apps).

Let's start with an example. In the roles section, we created a new role for the organization. Sagar Pareek is the system administrator and he wants to maintain data visibility based upon the said role, but in Salesforce, roles can only maintain data/record-level access, so he has to go with the profile feature.

Types of profiles in Salesforce

There are two types of profiles in Salesforce. These...

Permission sets

In Salesforce, users have only one profile, but sometimes you're required to assign more than one profile to users based upon business requirements. A permission set is a group of settings and permissions that gives users access to various apps and functions. The settings and permissions in permission sets are similar to those in profiles, but it extends users' functional access without changing their profiles.

Let's start with an example. Sara Bareilles (Profile - TL) is working as a team lead in Appiuss and her manager Rakesh Gupta (Profile - PM) is going on leave for a week, so Sara is responsible for Rakesh Gupta's work. As both of them have different profiles, Sara Bareilles does not have the access that Rakesh Gupta has; in this case, you can use permission sets.

Settings available under permission sets

Through permission sets, you can manage access for the following settings:

  • Assigned apps: This allows you to specify the apps that are visible to users

  • Object settings...

Setting up the users

To get more out of Salesforce, we have to allow our business users to access Salesforce. For this, a system administrator has to set up his or her user account. Before setting up a user account, the system administrator needs to gather basic information about users and their preferences to fill out a few mandatory fields. These fields are as follows:

  • Last Name: This is the user's last name.

  • Alias Name: Salesforce automatically creates an alias name for you. It is the combination of the first character of your first name and the last four characters of your last name.

  • Email: This is the e-mail address of the user (it is used by Salesforce to send notifications).

  • Username: This is in the format of an e-mail address.

  • Nickname: This is used by Salesforce in the online community.

  • User License: This is based upon the business requirement. Also, you can select the user license.

  • Profile: This is dependent on the user license. When you select the user license, it will also give...

Locking and unlocking users

Let's start with an example. Tony Cook is a sales manager at Appiuss. He is trying to log in to Salesforce with his credentials but has forgotten his password and exceeded the maximum invalid login attempts set by his organization's password policies. As a result, his account gets locked. You can go to the user's detail page and in the login history list and check when the password lockout happened under Status.

Unlocking a user

To unlock a user, follow these steps:

  1. Navigate to Setup | Administer | Manage Users | Users.

  2. Navigate to the User page. In this case, Tony Cook, and click on the full name to go to the user's detail page:

  3. Click on Unlock to unlock the user as shown in the preceding screenshot.

  4. Now reset the password to send a new password to the user and Salesforce will send an e-mail notification to the user's e-mail address.

You can do this from both the Salesforce UI and SalesforceA mobile app.

Freezing a user's account

In the Winter '14 release, Salesforce launched a new feature called Freeze user's account. Let's start with an example. In this case, Sara Bareilles is working as a sales manager in Appiuss. She is referenced in many workflows and approval process e-mail notifications. Today is her last day at Appiuss, so as per the company policy, the system administrator has to deactivate her user account after business hours. However, as she is referenced in many places, it will take time to deactivate her user account. First, the system administrator has to remove her user reference from everywhere. In this case, it's better to freeze her user account so that she can't access her account anymore.

To freeze a user's account, follow these steps:

  1. Navigate to Setup | Administer | Manage Users | Users.

  2. Navigate to the user. In this case, Sara Bareilles, and click on the full name to go to the user's detail page:

  3. Click on the Freeze button to freeze the user account.

  4. After freezing the...

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Page 1 of 17

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Description

If you want to use Salesforce CRM to automate your business requirements, or you have already adopted Salesforce CRM and want to streamline the sales process, this book is for you. Whether you are new to Salesforce or a seasoned expert, you will be able to master the basic functions as well as the advanced features of Salesforce.com. No previous experience in computer coding or programming is required.

What you will learn

  • Understand the basic architecture of the Salesforce.com platform and improve collaboration in the organization
  • 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
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Publication date, Length, Edition, Language, ISBN-13
Publication date : Sep 12, 2014
Length: 454 pages
Edition : 1st
Language : English
ISBN-13 : 9781849685986
Vendor :
Salesforce
Category :
Programming
Concepts :
CRM
Tools :
Salesforce CRM

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Product Details

Publication date : Sep 12, 2014
Length: 454 pages
Edition : 1st
Language : English
ISBN-13 : 9781849685986
Vendor :
Salesforce
Category :
Programming
Concepts :
CRM
Tools :
Salesforce CRM

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Table of Contents

13 Chapters
1. Getting Started with Salesforce Chevron down icon Chevron up icon
1. Getting Started with Salesforce
Overview of the Salesforce CRM
Introducing Salesforce CRM
The architecture of Salesforce.com
Various products of Salesforce
Salesforce.com – the most innovative company
Improving collaboration in your organization
Creating a Salesforce developer account
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 Chevron down icon Chevron up icon
2. User Management and Organization Administration
Setting up company information
Changing the corporate currency
Fiscal year and its customization
Business hours setup and its effect
Holiday settings
Language settings and its importance
Profiles
Permission sets
Setting up the users
Locking and unlocking users
Freezing a user's account
Benefits of the login history
Groups and their uses
Queues and their significance
Personal setup
Summary
3. Making Your Salesforce Data Secure – Security Settings in Salesforce Chevron down icon Chevron up icon
3. Making Your Salesforce Data Secure – Security Settings in Salesforce
Concepts of OWD
Field-Level Security and its effect on data visibility
Setting up password policies
Two-factor authentication in Salesforce
Session setting and its effect on users
Network access – securing your organization's data
Authentication providers
View Setup Audit Trail
Expire all passwords
Concepts of delegated administration
Remote site settings
HTML documents and attachments settings
Testing document and attachment settings
Portal Health Check
Summary
4. Domain Management, E-mail Administration, and Google Apps Settings Chevron down icon Chevron up icon
4. Domain Management, E-mail Administration, and Google Apps Settings
My Domain
Customizing your Salesforce login page
Various e-mail administration methods
Google Apps settings
Summary
5. CRM Functions and Streamlining Business Requirements Chevron down icon Chevron up icon
5. CRM Functions and Streamlining Business Requirements
Type of relationships in Salesforce
Sales Cloud overview
Service Cloud overview
Streamlining a business process
Tracking the history
Summary
6. Automating a Business Process Chevron down icon Chevron up icon
6. Automating a Business Process
Improving the data quality – the validation rule
The Formula field
The Roll-up Summary field
Letterhead
An e-mail template
Using workflow to automate your work
Monitoring a time-based workflow
Streamlining your approval process – approval processes
Various ways to approve a request – approval settings
Stay-in-Touch
Summary
7. Concepts of Data Management Chevron down icon Chevron up icon
7. Concepts of Data Management
Salesforce Record IDs
Data management operations
Tools for data management
Truncating custom objects
Sandbox
Deleting all the data
Data Export Service
Get the storage usage details
Mass transfer approval requests
Mass transfer record
Mass deleting records
Mass reassign accounts and opportunity teams
Tags
Summary
8. Reports and Dashboards in Salesforce Chevron down icon Chevron up icon
8. Reports and Dashboards in Salesforce
Understanding report types
Different types of reports
Dashboard components and their types
Exporting a report
Sharing reports and dashboards
Hiding unused report types
Exporting reports without footers
Floating headers in summary and matrix reports
Analytical snapshot
Summary
9. Chatter Configuration Chevron down icon Chevron up icon
9. Chatter Configuration
Basic overview of Salesforce Chatter
Enabling Chatter invites
Topics for objects
Branding e-mail notifications
Chatter groups
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
Summary
10. Mobile Administration Chevron down icon Chevron up icon
10. Mobile Administration
Overview of SalesforceA
Overview of Salesforce#
Overview of Salesforce1
Summary
11. Setting Up Deployment Processes Chevron down icon Chevron up icon
11. Setting Up Deployment Processes
Understanding Change Sets and their types
The Force.com IDE
Overview of packages
Summary
12. AppExchange – Extending Salesforce Functionality Chevron down icon Chevron up icon
12. AppExchange – Extending Salesforce Functionality
AppExchange – an overview
Installing applications from AppExchange
A few noteworthy applications
Summary
Index Chevron down icon Chevron up icon
Index

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Feb 2023 7hrs 6mins
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Hands-On Design Patterns with C++
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Jul 2023 626 pages
Full star icon 4.5 (11)
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Customer reviews

Rating distribution
Full star icon Full star icon Full star icon Full star icon Half star icon 4.3
(3 Ratings)
5 star 66.7%
4 star 0%
3 star 33.3%
2 star 0%
1 star 0%
Claire Doyle Oct 21, 2014
Full star icon Full star icon Full star icon Full star icon Full star icon 5
This book is brilliant and i really wish it had been around two years ago when i first entered the world of Salesforce Administration. It really explains everything for you, starting with Cloud Computing and the background of Salesforce and then continues to give you a good understanding of Salesforce products as well as then how to customize your own org. I know there are a lot of administrators out there like me who a probably put in to the role with no previous Systems background and no training and i have to say this book would have been the perfect present at the time. Even two years on there are still things i am not sure of as Salesforce moves so quickly and i know i will be referring to this book on a daily basis as things come up or as we add new items to our org. I have to say well done to the writers this is exactly the kind of thing i have been looking for and even better it is up to date!
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Varun Sep 25, 2018
Full star icon Full star icon Full star icon Full star icon Full star icon 5
Nice Book
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Keir Bowden Nov 03, 2014
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
This is a useful book for those getting started with Salesforce setup and customisation, such as those that have been lucky enough to be chosen as an administrator but not offered any training! With more focus on educating rather than just informing, it could have been so much more - a few real world examples worked through from start to finish would be a welcome addition, as would more explanation of concepts and the pros and cons where there are multiple approaches.
Amazon Verified review Amazon

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About the authors

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Profile icon Gupta
Gupta
Rakesh Gupta is best known as an automation champion in the Salesforce ecosystem. He has written over 150 articles on Visual Workflow and Process Builder to show how someone can use Visual Workflow and Process Builder to minimize code usage. He is one of the Visual Workflow and Process Builder experts in the industry. He has trained more than 700 individual professionals around the globe and conducted corporate training. Currently, Rakesh is working as a Salesforce solution architect consultant.
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Profile icon Pareek
Pareek
Arun Pareek is an IASA-certified software architect and has been actively working as an SOA and BPM practitioner. Over the past 8 years, he has worked in the capacity of a consultant and an architect for the implementation of a variety of large-scale SOA and BPM projects for customers across the globe. He has a knack for designing systems that are scalable, performance efficient, and fault tolerant, and he is a keen enthusiast of BPMN, automation, and cloud computing. He is currently employed by Rubicon Red, an innovative IT professional services firm headquartered in Australia, which focuses on enabling enterprise agility and operational excellence through the adoption of emerging technologies, such as SOA, BPM, and cloud computing. Prior to working with Rubicon Red, Arun worked for companies such as Dell and Accenture, where he successfully executed many Oracle FMW-based projects in the communications and utilities domain. Arun has also been engaged with Packt Publishing as a technical reviewer for quite some time now, reviewing a few of their books on Oracle BAM 11g and the book Oracle BPM 11g Cookbook. He is also an active blogger of these technologies and runs a widely popular blog at http://beatechnologies.wordpress.com. He can be contacted at his personal e-mail address at arrun.pareek@gmail.com.
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Shipping Details

USA:

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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.

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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