Search icon Close icon
Search icon CANCEL
Subscription
0
Cart icon
Your Cart (0 item)
Close icon
You have no products in your basket yet
Save more on your purchases now! discount-offer-chevron-icon
Savings automatically calculated. No voucher code required.

Change country

Modal Close icon
Country selected Country selected
country flag United States
Country selected
country flag United Kingdom
Country selected
country flag India
Country selected
country flag Germany
Country selected
country flag France
Country selected
country flag Canada
Country selected
country flag Russia
Country selected
country flag Spain
Country selected
country flag Brazil
Country selected
country flag Australia
Country selected
country flag Argentina
Country selected
country flag Austria
Country selected
country flag Belgium
Country selected
country flag Bulgaria
Country selected
country flag Chile
Country selected
country flag Colombia
Country selected
country flag Cyprus
Country selected
country flag Czechia
Country selected
country flag Denmark
Country selected
country flag Ecuador
Country selected
country flag Egypt
Country selected
country flag Estonia
Country selected
country flag Finland
Country selected
country flag Greece
Country selected
country flag Hungary
Country selected
country flag Indonesia
Country selected
country flag Ireland
Country selected
country flag Italy
Country selected
country flag Japan
Country selected
country flag Latvia
Country selected
country flag Lithuania
Country selected
country flag Luxembourg
Country selected
country flag Malaysia
Country selected
country flag Malta
Country selected
country flag Mexico
Country selected
country flag Netherlands
Country selected
country flag New Zealand
Country selected
country flag Norway
Country selected
country flag Philippines
Country selected
country flag Poland
Country selected
country flag Portugal
Country selected
country flag Romania
Country selected
country flag Singapore
Country selected
country flag Slovakia
Country selected
country flag Slovenia
Country selected
country flag South Africa
Country selected
country flag South Korea
Country selected
country flag Sweden
Country selected
country flag Switzerland
Country selected
country flag Taiwan
Country selected
country flag Thailand
Country selected
country flag Turkey
Country selected
country flag Ukraine
Country selected
Arrow left icon
Explore Products
Best Sellers
New Releases
Books
Videos
Audiobooks
Learning Hub
Conferences
Free Learning
Arrow right icon
Home > Programming > CRM > Salesforce CRM - The Definitive Admin Handbook
Salesforce CRM - The Definitive Admin Handbook
Salesforce CRM - The Definitive Admin Handbook

Salesforce CRM - The Definitive Admin Handbook: A Deep-dive into the working of Salesforce CRM , Fourth Edition

Arrow left icon
Profile Icon Goodey
Arrow right icon
AU$90.99
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3 (6 Ratings)
Paperback Dec 2016 644 pages 4th Edition
eBook
AU$50.99 AU$72.99
Paperback
AU$90.99
Subscription
Free Trial
Renews at AU$24.99p/m
Arrow left icon
Profile Icon Goodey
Arrow right icon
AU$90.99
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3 (6 Ratings)
Paperback Dec 2016 644 pages 4th Edition
eBook
AU$50.99 AU$72.99
Paperback
AU$90.99
Subscription
Free Trial
Renews at AU$24.99p/m
eBook
AU$50.99 AU$72.99
Paperback
AU$90.99
Subscription
Free Trial
Renews at AU$24.99p/m

What do you get with Print?

Product feature icon Instant access to your digital eBook copy whilst your Print order is Shipped
Product feature icon Paperback book shipped to your preferred address
Product feature icon Download this book in EPUB and PDF formats
Product feature icon Access this title in our online reader with advanced features
Product feature icon DRM FREE - Read whenever, wherever and however you want
Table of content icon View table of contents Preview book icon Preview Book

Salesforce CRM - The Definitive Admin Handbook

Chapter 2. Managing Users and Controlling System Access

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 both access to objects and also governs what features are available to that user.

Along with profiles, this chapter also begins to look at the concept of record sharing and provides a high-level look at sharing features within Salesforce. It also describes...

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 owner, profiles, and sharing in Salesforce CRM.

Record owner

The terminology record owner 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/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 if 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 whole when...

Profile and permission sets summary

Generally, permissions and access settings can be specified for users at profile level and at individual user permission set level. Although certain permissions and access settings can only be specified in profiles. A summary of the permission and settings types that are available in Profiles and Permission Sets can be seen in the following table:

Permission / Setting Type

Available in Profiles

Available in Permission Sets

Assigned apps

Yes

Yes

Tab settings

Yes

Yes

Record type assignments

Yes

Yes

Page layout assignments

Yes

No

Object permissions

Yes

Yes

Field permissions

Yes

Yes

User permissions (app and system)

Yes

Yes

Apex class access

Yes

Yes

Visualforce page access

Yes

Yes

External data source access

Yes

Yes

Service provider access

Yes

Yes

Custom permissions

Yes

Yes

Desktop client access

Yes

No

Login hours

Yes

No

Login IP ranges

Yes

No

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 may 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 user's 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 navigate...

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

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

Note

The Unlock button is only available when a user is locked out after they have exceeded the maximum...

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 owner, profiles, and sharing in Salesforce CRM.

Record owner

The terminology record owner 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/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 if 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 whole when setting...

Profile and permission sets summary

Generally, permissions and access settings can be specified for users at profile level and at individual user permission set level. Although certain permissions and access settings can only be specified in profiles. A summary of the permission and settings types that are available in Profiles and Permission Sets can be seen in the following table:

Permission / Setting Type

Available in Profiles

Available in Permission Sets

Assigned apps

Yes

Yes

Tab settings

Yes

Yes

Record type assignments

Yes

Yes

Page layout assignments

Yes

No

Object permissions

Yes

Yes

Field permissions

Yes

Yes

User permissions (app and system)

Yes

Yes

Apex class access

Yes

Yes

Visualforce page access

Yes

Yes

External data source access

Yes

Yes

Service provider access

Yes

Yes

Custom permissions

Yes

Yes

Desktop client access

Yes

No

Login hours

Yes

No

Login IP ranges

Yes

No

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 may 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 user's 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 navigate 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 for a user at the same time, the new password is automatically sent to the user's new e-mail address, and e-mail verification is not required.

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

Note

The Unlock button is only available when a user is locked out after they have exceeded the maximum number of incorrect password...

Freezing user accounts

This feature allows you to freeze user records. Often there are times when you may 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. Now click the Freeze button.

Password management

You have the following options for resetting 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 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 user's passwords, some users may need to...

Controlling system access

Salesforce provides several features to allow you to control user's access to your instance of Salesforce CRM. Here we are going to look at the key control mechanisms and access policies that are available for you to set.

Password policies

There are several password and login policy features that help you to 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 which are shown in the following screenshot:

User passwords expiration period

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

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...

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 for setting the session timeout as per the following sections:

Timeout value

This sets the length of time after which inactive users are automatically logged out of the system.

Note

The options are between 15 minutes and 12 hours.As a system administrator you need to balance the requirements for user satisfaction and 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 a further 1 hour and 30 minutes because the last active...

Caching

The feature for setting login page caching and autocomplete which stores, user's login details (just the list of usernames but not the password) is as per the following sections.

Enable caching and autocomplete on login page

Setting this option enables user's 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.

Enable secure and persistent browser caching to improve performance

This option activates data caching in the browser which is secure and helps to improve page reload performance (by avoiding extra round trips to the server).

Note

Salesforce recommends setting this option and is enabled by default.

Enable user switching

The user switcher feature allows users that have multiple usernames on the same or different Salesforce instances to switch between their different usernames. By selecting their profile picture, they can view all the available usernames that...

Identity verification

The feature for setting identify confirmation, which allows further mechanisms to extend the standard use of e-mail confirmation, is as per the following sections

Enable the SMS method of identity verification

This option enables users to receive a one-time PIN which they receive via SMS. Once enabled, 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 request to salesforce.com support.

Require security tokens for API logins from callouts (API version 31.0 and earlier)

In API version 31.0 and earlier, security tokens for API logins from callouts (such as Apex or AJAX proxy callouts) are required.

Note

In API version 32.0 and later, security tokens for API logins from Apex callouts, AJAX proxy callouts, and so on, are required by default

Allow location-based automated verifications with Salesforce Authenticator

This option allows you to disable the use of location-based automated...

Cross-Site Request Forgery (CSRF) protection

Cross-Site Request Forgery (CSRF) is a malicious technique in which unauthorized commands are crafted (by script or a link on a page, for example) to be sent by a user to a website that has been authenticated.

These options protect against Cross-Site Request Forgery (CSRF) attacks by modifying the non-setup pages to include a random string of characters in the URL parameters or as a hidden embedded field. The system then verifies this string of characters and only executes the command if the value matches the expected value. There are various features for setting protection against CSRF attacks as per the following sections:

Enable CSRF protection on GET requests on non-setup pages

The Enable CSRF protection on GET requests on non-setup pages option protects against CSRF attacks on GET requests on non-setup pages.

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

Enable CSRF protection on POST requests...

Content Security Policy protection

Content Security Policy (CSP) is a security standard created to prevent malicious content executing in trusted web content. Setting the option within this section applies the policy to associated e-mail templates within Salesforce.

Session security levels

Session-level security settings are used for connected apps, reports, and dashboards. Here you can restrict access to these areas of functionality based on the level of security associated with the authentication (login) method for the user's current session. You can restrict access to connected apps, reports, and dashboards by setting the level of security associated with the user's current authentication (login) method; each login method has one of two security levels which is either Standard or High Assurance. Different authentication methods are assigned with the following security levels:

  • Username Password (Standard)

  • Delegated Authentication (Standard)

  • Activation (Standard)

  • Two-Factor Authentication (High Assurance)

  • Authentication Provider (Standard)

  • Lightning Login (Standard)

To change the security level associated with a login method navigate to Setup | Security Controls | Session Settings. Locate the Session Security Levels, select the login method and then click...

Logout page settings

The Logout URL setting allows you to specify a URL that starts with http:// or https:// that users are redirected to after they have logged out of Salesforce. If the Logout URL is not specified, the user is redirected to https://login.salesforce.com . If My Domain is enabled and Logout URL is not specified, users are redirected to https://"my-domain".my.salesforce.com.

Logging in as another user

To assist other users, you can log in to Salesforce as another user.

To log in as another user, navigate to Setup | Manage Users | Users. Now click on the Login link next to the user record as shown in the following screenshot:

You can also log in as another user from the User Detail page using the Login button as shown in the following screenshot:

After you have logged in as another user, you will notice a message at the top-right corner of all Salesforce pages that display the message You are currently logged in as.

To return to your administrator account, click on the logged in user's name (the user who has granted you access, Trevor Howard in this example). Then click on the Logout option:

Note

Regardless of the login access policy, whenever an administrator logs in as another user, the login and logout events are recorded in the setup audit trail.

Creating a guide to help users grant login access to you

There are many occasions when it is useful for you to log in as one of the users in your organization. This could be, say, to check data access from their role or profile or to check reports or dashboards and so on.

If the Administrators Can Log in as Any User feature is disabled, rather than instructing individuals one-by-one, on how to grant you login access you can save time for both yourself and the users in your organization by preparing a how-to guide to help users grant login access to you. The following is a sample how-to guide that lists the steps that they need to take to make the required setting and is shown in the following screenshot:

When the Administrators Can Log in as Any User feature is enabled, users will no longer have the option to grant login access to administrators, but they can still grant login access to Salesforce.com support.

Where additional apps have been installed, the list of entities that users can...

Left arrow icon

Page 1 of 22

Right arrow icon

Key benefits

  • See the latest best practice Salesforce administration principles, gain real-world advice, and understand critical design considerations to set up and customize Salesforce CRM
  • This is a pragmatic guide to the key functions of customizing and setting up the application for enterprise security, user and data management, process automation, analytics, and mobile features
  • Step-by-step navigation and descriptions of the features of Salesforce CRM platform and clear guidance on the customization and administration of the application
  • Identify what is covered to create your own improved study guide for the certified administrator examination

Description

Salesforce CRM’s Winter ’17 release offers a host of new features for CRM designed to transform your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily acquire deep knowledge of the platform. The book begins by guiding you through setting up users and the security settings and then progresses to configuration, data management, and data analytics. We swiftly move on to the setting up of organization wide features that affect the look and feel of the application. Process automation and approval mechanisms are covered next, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book details Salesforce CRM system administration in a practical way and is an invaluable reference for both new administrators and experienced professionals. At the end of the book, techniques to further enhance the system and improve the return on investment Salesforce mobile apps and mobile administration are covered, along with Salesforce Adoption Manager. Every chapter is complete with a section containing example questions of the type that you might encounter in the certification examination.

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 new administrator or a more experienced professional, this book will enhance your knowledge and understanding of the features of Salesforce CRM.

What you will learn

  • Manage and administer user records and password policies
  • Configure and control the various organization-wide user interface features in Salesforce CRM
  • Set up and maintain users, profiles, and permission sets and administer appropriate security and login access mechanisms
  • Apply organization security
  • Understand the capabilities of the Salesforce CRM sharing model
  • Create, delete, and customize fields, page layout, and list views for custom and standard objects
  • Find out how Apex and Visualforce coding can be used in Salesforce CRM
  • Implement the mechanisms for data management
  • Discover the tools to import, update, transfer, and mass delete data
Estimated delivery fee Deliver to Australia

Economy delivery 7 - 10 business days

AU$19.95

Product Details

Country selected
Publication date, Length, Edition, Language, ISBN-13
Publication date : Dec 21, 2016
Length: 644 pages
Edition : 4th
Language : English
ISBN-13 : 9781786468963
Category :
Programming
Concepts :
CRM
Tools :
Salesforce

What do you get with Print?

Product feature icon Instant access to your digital eBook copy whilst your Print order is Shipped
Product feature icon Paperback book shipped to your preferred address
Product feature icon Download this book in EPUB and PDF formats
Product feature icon Access this title in our online reader with advanced features
Product feature icon DRM FREE - Read whenever, wherever and however you want
Estimated delivery fee Deliver to Australia

Economy delivery 7 - 10 business days

AU$19.95

Product Details

Publication date : Dec 21, 2016
Length: 644 pages
Edition : 4th
Language : English
ISBN-13 : 9781786468963
Category :
Programming
Concepts :
CRM
Tools :
Salesforce

Packt Subscriptions

See our plans and pricing
Modal Close icon
AU$24.99 billed monthly
Feature tick icon Unlimited access to Packt's library of 7,000+ practical books and videos
Feature tick icon Constantly refreshed with 50+ new titles a month
Feature tick icon Exclusive Early access to books as they're written
Feature tick icon Solve problems while you work with advanced search and reference features
Feature tick icon Offline reading on the mobile app
Feature tick icon Simple pricing, no contract
START FREE TRIAL
BUY NOW
AU$249.99 billed annually
Feature tick icon Unlimited access to Packt's library of 7,000+ practical books and videos
Feature tick icon Constantly refreshed with 50+ new titles a month
Feature tick icon Exclusive Early access to books as they're written
Feature tick icon Solve problems while you work with advanced search and reference features
Feature tick icon Offline reading on the mobile app
Feature tick icon Choose a DRM-free eBook or Video every month to keep
Feature tick icon PLUS own as many other DRM-free eBooks or Videos as you like for just AU$5 each
Feature tick icon Exclusive print discounts
START FREE TRIAL
BUY NOW
AU$349.99 billed in 18 months
Feature tick icon Unlimited access to Packt's library of 7,000+ practical books and videos
Feature tick icon Constantly refreshed with 50+ new titles a month
Feature tick icon Exclusive Early access to books as they're written
Feature tick icon Solve problems while you work with advanced search and reference features
Feature tick icon Offline reading on the mobile app
Feature tick icon Choose a DRM-free eBook or Video every month to keep
Feature tick icon PLUS own as many other DRM-free eBooks or Videos as you like for just AU$5 each
Feature tick icon Exclusive print discounts
START FREE TRIAL
BUY NOW

Frequently bought together

Salesforce CRM - The Definitive Admin Handbook
Salesforce CRM - The Definitive Admin Handbook
Read more
Dec 2016 644 pages
Full star icon 3 (6)
eBook
eBook
  • eBook eBook AU$50.99
  • Paperback Paperback AU$90.99
AU$50.99 AU$72.99
AU$90.99
Learning Salesforce Visual Workflow and Process Builder
Learning Salesforce Visual Workflow and Process Builder
Read more
May 2017 448 pages
Full star icon 5 (2)
eBook
eBook
  • eBook eBook AU$41.99
  • Paperback Paperback AU$75.99
AU$41.99 AU$60.99
AU$75.99
Mastering Salesforce CRM Administration
Mastering Salesforce CRM Administration
Read more
Mar 2017 412 pages
Full star icon 3.1 (8)
eBook
eBook
  • eBook eBook AU$46.99
  • Paperback Paperback AU$83.99
AU$46.99 AU$67.99
AU$83.99
Stars icon
Total AU$ 250.97
Salesforce CRM - The Definitive Admin Handbook
AU$90.99
Learning Salesforce Visual Workflow and Process Builder
AU$75.99
Mastering Salesforce CRM Administration
AU$83.99
Total AU$ 250.97 Stars icon

Table of Contents

11 Chapters
1. Setting up Salesforce CRM and the Company Profile Chevron down icon Chevron up icon
1. Setting up Salesforce CRM and the Company Profile
The Salesforce Setup menu
User login and authorization
Establishing your company profile within Salesforce
User interface and supported browsers
Questions to test your knowledge
Summary
2. Managing Users and Controlling System Access Chevron down icon Chevron up icon
2. Managing Users and Controlling System Access
Introduction to record ownership, profiles, and sharing
Profile and permission sets summary
Managing users in Salesforce CRM
Viewing and editing user information
Freezing user accounts
Password management
Controlling system access
Session management
Session timeout
Caching
Identity verification
Cross-Site Request Forgery (CSRF) protection
Content Security Policy protection
Session security levels
Logout page settings
Logging in as another user
Creating a guide to help users grant login access to you
Creating custom user fields
Salesforce.com Health Check
Questions to test your knowledge
Summary
3. Configuring Objects and Apps Chevron down icon Chevron up icon
3. Configuring Objects and Apps
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
Feed-based page layouts
Record types
Related lists
List views
Questions to test your knowledge
Summary
4. Securing Access to Data and Data Validation Chevron down icon Chevron up icon
4. Securing Access to Data and Data Validation
Levels of data access and security
The data access security model
Organization-Wide Defaults
Role hierarchy
Organization-wide defaults and sharing rules
Sharing rules
Manual sharing rules
Questions to test your knowledge
Summary
5. Managing Data in Salesforce CRM Chevron down icon Chevron up icon
5. Managing Data in Salesforce CRM
Data quality
An overview of data import and export utilities
Data Loader
Best practices for mass data updating
Export backup data
Recycle Bin
Data storage utilization
Questions to test your knowledge
Summary
6. Generating Data Analytics with Reports and Dashboards Chevron down icon Chevron up icon
6. Generating Data Analytics with Reports and Dashboards
Reports
Groupings
Custom summary formulas
Bucket fields
Changing the Report format
Dashboards
Questions to test your knowledge
Summary
7. Implementing Business Processes in Salesforce CRM Chevron down icon Chevron up icon
7. Implementing Business Processes in Salesforce CRM
Workflow rules and approval processes
Configuring workflow rules
Approval process
Configuring approval processes
Visual Workflow
Introduction to Lightning Process Builder
Questions to test your knowledge
Summary
8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM Chevron down icon Chevron up icon
8. Introducing Sales Cloud, Service Cloud, and the Collaborative Features of Salesforce CRM
Functional overview of Salesforce CRM
Marketing administration
Salesforce automation
Service cloud
Salesforce Chatter
Questions to test your knowledge
Summary
9. Extending and Enhancing Salesforce CRM Chevron down icon Chevron up icon
9. Extending and Enhancing Salesforce CRM
Salesforce AppExchange Marketplace
Enterprise mashups in web applications
Mashups in Salesforce CRM
Introduction to Visualforce
Change management overview
User adoption
Questions to test your knowledge
Summary
10. Administrating the Mobile Features of Salesforce CRM Chevron down icon Chevron up icon
10. Administrating the Mobile Features of Salesforce CRM
Accessing Salesforce mobile solutions
Salesforce mobile products overview
Mobile Dashboards
Salesforce Adoption Manager
Questions to test your knowledge
Summary
11. Studying for the Certified Administrator Exam Chevron down icon Chevron up icon
11. Studying for the Certified Administrator Exam
Overview of the Salesforce Certified Administrator exam
Summary

Recommendations for you

Left arrow icon
Composing Software
Composing Software
Read more
Sep 2024 238 pages
eBook
eBook
  • eBook eBook AU$47.99
AU$47.99
Bare-Metal Embedded C Programming
Bare-Metal Embedded C Programming
Read more
Sep 2024 438 pages
eBook
eBook
  • eBook eBook AU$31.99
  • Paperback Paperback AU$57.99
AU$31.99 AU$46.99
AU$57.99
TradeStation EasyLanguage for Algorithmic Trading
TradeStation EasyLanguage for Algorithmic Trading
Read more
Sep 2024 282 pages
eBook
eBook
  • eBook eBook AU$30.99
  • Paperback Paperback AU$55.99
AU$30.99 AU$44.99
AU$55.99
Technical Program Manager's Handbook
Technical Program Manager's Handbook
Read more
Sep 2024 368 pages
Full star icon 5 (3)
eBook
eBook
  • eBook eBook AU$31.99
  • Paperback Paperback AU$57.99
AU$31.99 AU$46.99
AU$57.99
Everyday data structures
Everyday data structures
Read more
Mar 2017 344 pages
eBook
eBook
  • eBook eBook AU$36.99
  • Paperback Paperback AU$67.99
AU$36.99 AU$53.99
AU$67.99
ChatGPT and Prompt Engineering for Software Development
ChatGPT and Prompt Engineering for Software Development
Read more
Jul 2023 4hrs 23mins
Video
Video
  • Video Video AU$75.99
AU$75.99
Learn Java 17 Programming
Learn Java 17 Programming
Read more
Jul 2022 748 pages
Full star icon 3.3 (12)
eBook
eBook
  • eBook eBook AU$34.98
  • Paperback Paperback AU$61.99
AU$34.98 AU$49.99
AU$61.99
Learn Python Programming
Learn Python Programming
Read more
Jun 2018 508 pages
Full star icon 4.1 (28)
eBook
eBook
  • eBook eBook AU$34.99
  • Paperback Paperback AU$63.99
AU$34.99 AU$50.99
AU$63.99
Software Architecture Patterns for Serverless Systems
Software Architecture Patterns for Serverless Systems
Read more
Feb 2024 488 pages
Full star icon 5 (15)
eBook
eBook
  • eBook eBook AU$43.99
  • Paperback Paperback AU$79.99
AU$43.99 AU$63.99
AU$79.99
Mastering Python Design Patterns
Mastering Python Design Patterns
Read more
May 2024 296 pages
Full star icon 4.5 (6)
eBook
eBook
  • eBook eBook AU$30.99
  • Paperback Paperback AU$41.98
AU$30.99 AU$44.99
AU$41.98 AU$55.99
Right arrow icon

Customer reviews

Top Reviews
  • Top Reviews
  • Most Recent
Rating distribution
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
(6 Ratings)
5 star 0%
4 star 33.3%
3 star 50%
2 star 0%
1 star 16.7%
Filter icon Filter
Top Reviews
  • Top Reviews
  • Most Recent

Filter reviews by

S. Kane Jan 31, 2018
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
I was shocked at the price for this and then when I ready through it, it was not even edited?! I would not buy it again. Better options out there, only confused me more.
Amazon Verified review Amazon
Chris Dec 06, 2017
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
A handful of typos and some topics are too lightly covered
Amazon Verified review Amazon
MaRe Jun 03, 2018
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
Ich habe meine Zertifizierung gemacht und muss sagen, dass nur das Buch nicht reicht. Es fehlen viel zu viel Details die abgefragt werden. Dafür, dass es lediglich einen Überblick gibt ist es einfach zu teuer. Ich empfehle für die Zertifierung Trailhead (25 Badges) und die Seite focusonforce, damit habe ich es geschafft.
Amazon Verified review Amazon
Reji Jun 06, 2018
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
Pros:The book has covered most of the essentials from a Sales force Admin perspective. You can use the book as an additional reference while preparing for ADM 201.Cons:Proof reading is pathetic. Lots of typos.Could have been more elaborate. Few topics are explained as one liners.
Amazon Verified review Amazon
R. Mathieson Mar 17, 2017
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
This book could be amazing, but it is full of typos and incorrect information. Each chapter contains a test and the answers they provide are actually wrong!!! Whilst I will compliment the book on its content level, there needs to be a serious review of detail. Not great for newbies who don't know otherwise.
Amazon Verified review Amazon

People who bought this also bought

Left arrow icon
Domain-Driven Design with Golang
Domain-Driven Design with Golang
Read more
Dec 2022 204 pages
Full star icon 4.4 (19)
eBook
eBook
  • eBook eBook AU$34.98
  • Paperback Paperback AU$61.99
AU$34.98 AU$49.99
AU$61.99
Template Metaprogramming with C++
Template Metaprogramming with C++
Read more
Aug 2022 480 pages
Full star icon 4.6 (14)
eBook
eBook
  • eBook eBook AU$35.99
  • Paperback Paperback AU$64.99
AU$35.99 AU$51.99
AU$64.99
The Python Workshop Second Edition
The Python Workshop Second Edition
Read more
Nov 2022 600 pages
Full star icon 4.6 (21)
eBook
eBook
  • eBook eBook AU$39.99
  • Paperback Paperback AU$71.99
AU$39.99 AU$57.99
AU$71.99
Event-Driven Architecture in Golang
Event-Driven Architecture in Golang
Read more
Nov 2022 384 pages
Full star icon 4.9 (11)
eBook
eBook
  • eBook eBook AU$38.99
  • Paperback Paperback AU$68.99
AU$38.99 AU$55.99
AU$68.99
50 Algorithms Every Programmer Should Know
50 Algorithms Every Programmer Should Know
Read more
Sep 2023 538 pages
Full star icon 4.5 (67)
eBook
eBook
  • eBook eBook AU$38.99
  • Paperback Paperback AU$54.99
AU$38.99 AU$55.99
AU$54.99 AU$68.99
Right arrow icon

About the author

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.
Read more
See other products by Goodey
Get free access to Packt library with over 7500+ books and video courses for 7 days!
Start Free Trial

FAQs

What is the delivery time and cost of print book? Chevron down icon Chevron up icon

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
What is custom duty/charge? Chevron down icon Chevron up icon

Customs duty are charges levied on goods when they cross international borders. It is a tax that is imposed on imported goods. These duties are charged by special authorities and bodies created by local governments and are meant to protect local industries, economies, and businesses.

Do I have to pay customs charges for the print book order? Chevron down icon Chevron up icon

The orders shipped to the countries that are listed under EU27 will not bear custom charges. They are paid by Packt as part of the order.

List of EU27 countries: www.gov.uk/eu-eea:

A custom duty or localized taxes may be applicable on the shipment and would be charged by the recipient country outside of the EU27 which should be paid by the customer and these duties are not included in the shipping charges been charged on the order.

How do I know my custom duty charges? Chevron down icon Chevron up icon

The amount of duty payable varies greatly depending on the imported goods, the country of origin and several other factors like the total invoice amount or dimensions like weight, and other such criteria applicable in your country.

For example:

  • If you live in Mexico, and the declared value of your ordered items is over $ 50, for you to receive a package, you will have to pay additional import tax of 19% which will be $ 9.50 to the courier service.
  • Whereas if you live in Turkey, and the declared value of your ordered items is over € 22, for you to receive a package, you will have to pay additional import tax of 18% which will be € 3.96 to the courier service.
How can I cancel my order? Chevron down icon Chevron up icon

Cancellation Policy for Published Printed Books:

You can cancel any order within 1 hour of placing the order. Simply contact customercare@packt.com with your order details or payment transaction id. If your order has already started the shipment process, we will do our best to stop it. However, if it is already on the way to you then when you receive it, you can contact us at customercare@packt.com using the returns and refund process.

Please understand that Packt Publishing cannot provide refunds or cancel any order except for the cases described in our Return Policy (i.e. Packt Publishing agrees to replace your printed book because it arrives damaged or material defect in book), Packt Publishing will not accept returns.

What is your returns and refunds policy? Chevron down icon Chevron up icon

Return Policy:

We want you to be happy with your purchase from Packtpub.com. We will not hassle you with returning print books to us. If the print book you receive from us is incorrect, damaged, doesn't work or is unacceptably late, please contact Customer Relations Team on customercare@packt.com with the order number and issue details as explained below:

  1. If you ordered (eBook, Video or Print Book) incorrectly or accidentally, please contact Customer Relations Team on customercare@packt.com within one hour of placing the order and we will replace/refund you the item cost.
  2. Sadly, if your eBook or Video file is faulty or a fault occurs during the eBook or Video being made available to you, i.e. during download then you should contact Customer Relations Team within 14 days of purchase on customercare@packt.com who will be able to resolve this issue for you.
  3. You will have a choice of replacement or refund of the problem items.(damaged, defective or incorrect)
  4. Once Customer Care Team confirms that you will be refunded, you should receive the refund within 10 to 12 working days.
  5. If you are only requesting a refund of one book from a multiple order, then we will refund you the appropriate single item.
  6. Where the items were shipped under a free shipping offer, there will be no shipping costs to refund.

On the off chance your printed book arrives damaged, with book material defect, contact our Customer Relation Team on customercare@packt.com within 14 days of receipt of the book with appropriate evidence of damage and we will work with you to secure a replacement copy, if necessary. Please note that each printed book you order from us is individually made by Packt's professional book-printing partner which is on a print-on-demand basis.

What tax is charged? Chevron down icon Chevron up icon

Currently, no tax is charged on the purchase of any print book (subject to change based on the laws and regulations). A localized VAT fee is charged only to our European and UK customers on eBooks, Video and subscriptions that they buy. GST is charged to Indian customers for eBooks and video purchases.

What payment methods can I use? Chevron down icon Chevron up icon

You can pay with the following card types:

  1. Visa Debit
  2. Visa Credit
  3. MasterCard
  4. PayPal
What is the delivery time and cost of print books? Chevron down icon Chevron up icon

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