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Home > Programming > CRM > Mastering Salesforce CRM Administration
Mastering Salesforce CRM Administration
Mastering Salesforce CRM Administration

Mastering Salesforce CRM Administration: An Advanced Administration Certification Handbook

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Mastering Salesforce CRM Administration

Chapter 1. A Deep Dive into the Salesforce Lightning Experience

This chapter starts with an overview of the Salesforce Lightning Experience and its benefits, which takes the discussion forward to the various business use cases where it can boost the sales representatives' productivity. We will also discuss different Sales Cloud and Service Cloud editions offered by Salesforce. At the end of this chapter, you will learn the different types of objects and fields available in Salesforce.

In the next few chapters, you will be briefed about user and organization administration, territory management, and the key concepts of Sales Cloud and Service Cloud. We will also go through the various ways of streamlining the sales and service processes using Lightning Process Builder and Visual Workflow. In the last few chapters, we will go through data migration concepts, reports and dashboards in Salesforce, Chatter configuration, mobile administration, and various ways of deploying your metadata. The following topics will be covered in this chapter:

  • Getting started with Lightning Experience
  • Salesforce Lightning Editions
  • Types of objects and fields in Salesforce
  • Types of relationships in Salesforce

Getting started with Lightning Experience

Lightning Experience is a new generation productive user interface designed to help your sales team to close more deals and sell quicker and smarter. Whereas support team can close a case faster using various tools and Lightning Components. The upswing in mobile usages is influencing the way people work. Sales representatives are now using mobile to research potential customers, get the details of nearby customer offices, socially connect with their customers, and even more. That's why Salesforce synced the desktop Lightning Experience with mobile Salesforce1.

Salesforce Lightning Editions

With its Summer'16 release, Salesforce announced the Lightning Editions of Sales Cloud and Service Cloud. The Lightning Editions are a completely reimagined packaging of Sales Cloud and Service Cloud, which offer additional functionality to their customers and increased productivity with a relatively small increase in cost.

Sales Cloud Lightning Editions

Sales Cloud is a product designed to automate your sales process. By implementing this, an organization can boost its sales process. It includes Campaign, Lead, Account, Contact, Opportunity, Report, Dashboard, and many other features as well, which we will discuss in Chapter 5, Getting More Value from Sales Cloud. Salesforce offers various Sales Cloud editions, and as per business needs, an organization can buy any of these different editions, which are shown in the following image:

Sales Cloud Lightning Editions

Let's take a closer look at the three Sales Cloud Lightning Editions:

  • Lightning Professional: This edition is for small and medium enterprises (SMEs). It is designed for business needs where a full-featured CRM functionality is required. It provides the CRM functionality for marketing, sales, and service automation. Professional Edition is a perfect fit for small- to mid-sized businesses. After the Summer'16 release, in this edition, you can create a limited number of processes, record types, roles, profiles, and permission sets. For each Lightning Professional Edition license, organizations have to pay USD 75 per month.
  • Lightning Enterprise: This edition is for businesses with large and complex business requirements. It includes all the features available in the Professional Edition, plus it provides advanced customization capabilities to automate business processes and web service API access for integration with other systems. Enterprise Editions also include processes, workflow, approval process, visual workflow, profile, page layout, and custom app development. In addition, organizations also get the Salesforce Identity feature with this edition. For each Lightning Enterprise Edition license, organizations have to pay USD 150 per month.
  • Lightning Unlimited: This edition includes all Salesforce.com features for an entire enterprise. It provides all the features of Enterprise Edition and a new level of Platform flexibility for managing and sharing all of their information on demand. The key features of Salesforce.com Unlimited Edition (in addition to Enterprise features) are premier support, full mobile access, and increased storage limits. It also includes Work.com, Service Cloud, knowledge base, live agent chat, multiple sandboxes and unlimited custom app development. For each Lightning Unlimited Edition license, organizations have to pay USD 300 per month.

Note

While purchasing Salesforce.com licenses, organizations have to negotiate with Salesforce to get the maximum number of sandboxes. Salesforce edition prices are subjective to change. Latest information would always available on salesforce official site. To know more about these license types, please visit the Salesforce website at https://www.salesforce.com/sales-cloud/pricing/ .

Service Cloud Lightning Editions

Service Cloud helps your organization to streamline the customer service process. Users can access it anytime, anywhere, and from any device. It will help your organization to close a case faster. Service agents can connect with customers through the agent console, meaning agents can interact with customers through multiple channels. Customer can also implement Omni-channel to route a customer case to qualified and available support agent. Service Cloud includes case management, computer telephony integration (CTI), Service Cloud console, knowledge base, Salesforce communities, Salesforce Private AppExchange, premier+ success plan, report, and dashboards, with many other analytics features. We will discuss more about Service Cloud in Chapter 6 , Increasing Service Agent Productivity by Using Service Cloud.

The various Service Cloud Lightning Editions are shown in the following image:

Service Cloud Lightning Editions

Let's take a closer look at the three Service Cloud Lightning Editions:

  • Lightning Professional: This edition is for SMEs. It provides CRM functionality for customer support through various channels. It is a perfect fit for small- to mid-sized businesses. It includes features, such as case management, CTI integration, mobile access, solution management, content library, reports, and analytics, along with sales features such as opportunity management and forecasting. After the Summer'16 release, in this edition, you can create a limited number of processes, record types, roles, profiles, and permission sets. For each Lightning Professional Edition license, organizations have to pay USD 75 per month.
  • Lightning Enterprise: This edition is for businesses with large and complex business requirements. It includes all the features available in the Professional edition, plus it provides advanced customization capabilities to automate business processes and web service API access for integration with other systems. It also includes Service console, Service contract and entitlement management, workflow, visual workflow, approval process, web chat, offline access, and knowledge base. Organizations get Salesforce Identity feature with this edition. For each Lightning Enterprise Edition license, organizations have to pay USD 150 per month.
  • Lightning Unlimited: This edition includes all Salesforce.com features for an entire enterprise. It provides all the features of Enterprise Edition and a new level of platform flexibility for managing and sharing all of their information on demand. The key features of Salesforce.com Unlimited edition (in addition to the Enterprise features) are premier support, full mobile access, unlimited custom apps, and increased storage limits. It also includes Work.com, Service Cloud, knowledge base, live agent chat, multiple sandboxes, and unlimited custom app development. For each Lightning Unlimited Edition license, organizations have to pay USD 300 per month.

Note

While purchasing the licenses, organizations have to negotiate with Salesforce to get the maximum number of sandboxes. Salesforce edition prices are subjective to change. Latest information would always available on Salesforce official site. To know more about these license types, please visit the Salesforce website at https://www.salesforce.com/service-cloud/pricing/ .

Creating a Salesforce developer account

To get started with the given topics in this book, it is recommended to use a Salesforce developer account. Using Salesforce production instance is not essential for practicing. You can use the Salesforce sandbox or developer account to practice on the examples covered in this book.

If you currently do not have your developer account, you can create a new Salesforce developer account. The Salesforce developer account is completely free and can be used to practice newly learned concepts, but you cannot use this for commercial purposes. To create a Salesforce developer account follow these steps:

  1. Visit the website http://developer.force.com/ .
  2. Click on the Sign Up button.
  3. It will open a sign up page; fill it out to create one for you. The signup page will look like the following screenshot:

    Creating a Salesforce developer account

  4. Once you register for the developer account, Salesforce.com will send you login details on the e-mail ID you have provided during the registration.

By following the instructions in the e-mail, you are ready to get started with Salesforce.

Enabling the Lightning Experience for users

Once you are ready to roll out the Lightning Experience for your users, navigate to the Lightning Setup page, which is available in Setup, by clicking Lightning Experience. The slider button at the bottom of the Lightning Setup page, shown in the following screenshot, enables Lightning Experience for your organization:

Enabling the Lightning Experience for users

Flip that switch, and Lightning Experience will be enabled for your Salesforce organization. The Lightning Experience is now enabled for all standard profiles by default.

Granting permission to users through Profiles

Depending on the number of users for a rollout, you have to decide how to enable the Lightning Experience for them. If you are planning to do a mass rollout, it is better to update Profiles.

A business scenario: Helina Jolly is working as a system administrator at Universal Containers. She has received a requirement to enable Lightning Experience for a custom profile, Training User.

First of all, create a custom profile for the license type, Salesforce, and give it the name, Training User. To enable the Lightning Experience for a custom profile, follow these instructions:

  1. In the Lightning Experience user interface, click on Gear icon | Setup | ADMINISTRATION | Users | Profiles, and then select the Training User profile, as shown in the following screenshot:

    Granting permission to users through Profiles

  2. Then, navigate to the System Permission section, and select the Lightning Experience User checkbox.

Granting permission to users through permission sets

If you want to enable the Lightning Experience for a small group of users, or if you are not sure whether you will keep the Lightning Experience on for a group of users, consider using permission sets. Permission sets are mainly a collection of settings and permissions that give the users access to numerous tools and functions within Salesforce. By creating a permission set, you can grant the Lightning Experience user permission to the users in your organization.

Note

In this book, we are going to use the new Lightning Experience for step-by-step instructions or screenshots wherever applicable.

Switching between Lightning Experience and Salesforce Classic

If you have enabled Lightning Experience for your users, they can use the switcher to switch back and forth between Lightning Experience and Salesforce Classic.

Switching between Lightning Experience and Salesforce Classic

The switcher is very smart. Every time a user switches, it remembers that user experience as their new default preference. So, if a user switches to Lightning Experience, it is now their default user experience until they switch back to Salesforce Classic. If you want to restrict your users to switch back to Salesforce Classic, you have to develop an Apex trigger or process with Flow. When the UserPreferencesLightningExperiencePreferred field on the user object is true, then it redirects the user to the Lightning Experience interface.

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Page 1 of 11

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Key benefits

  • Build your skills and knowledge to crack the Advanced Admin Certification Examination
  • Leverage the advanced administration capabilities of Salesforce and Salesforce1
  • Optimize and extend Sales Cloud and Service Cloud applications

Description

The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization’s Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce.

Who is this book for?

This book is written for Salesforce admins who are looking to gain an in-depth knowledge of the Salesforce platform and grow their value in their organization. It will teach them to implement and design advanced business process automation for the benefit of their organization.

What you will learn

  • Adopt Lightning Experience to improve the productivity of your organization's sales team
  • Create and maintain service entitlements and entitlement processes
  • Process Builder basic and advanced concepts
  • Different ways to deploy applications between environments
  • Best practices for improving and enriching data quality

Product Details

Country selected
Publication date, Length, Edition, Language, ISBN-13
Publication date : Mar 27, 2017
Length: 412 pages
Edition : 1st
Language : English
ISBN-13 : 9781786460769
Vendor :
Salesforce
Category :
Programming
Concepts :
CRM
Tools :
Salesforce

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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

Product Details

Publication date : Mar 27, 2017
Length: 412 pages
Edition : 1st
Language : English
ISBN-13 : 9781786460769
Vendor :
Salesforce
Category :
Programming
Concepts :
CRM
Tools :
Salesforce

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Table of Contents

12 Chapters
1. A Deep Dive into the Salesforce Lightning Experience Chevron down icon Chevron up icon
1. A Deep Dive into the Salesforce Lightning Experience
Getting started with Lightning Experience
Salesforce Lightning Editions
Creating a Salesforce developer account
Enabling the Lightning Experience for users
The Lightning Experience for end users
Types of objects and fields in Salesforce
Types of relationship in Salesforce
A few points to remember
Test your knowledge
Summary
2. Security Settings in Salesforce Chevron down icon Chevron up icon
2. Security Settings in Salesforce
Company Information setup
The fiscal year and its customization
Secure organization data using OWD
Role hierarchy
Sharing rule
Profiles
Permission sets
Field-level security
Viewing Setup and Audit Trail
A few points to remember
Test your knowledge
Summary
3. Territory Management Chevron down icon Chevron up icon
3. Territory Management
Introduction to Territory Management
Difference between role hierarchy and territory hierarchy
Difference between Territory Management and Enterprise Territory Management
Enterprise Territory Management key concepts
Configuring Enterprise Territory Management
A few points to remember
Test your knowledge
Summary
4. Extending Salesforce with Custom Objects and Applications Chevron down icon Chevron up icon
4. Extending Salesforce with Custom Objects and Applications
Creating custom objects
Creating custom fields
Creating custom tabs
Creating Lightning apps
Creating Lightning record pages
Improving the data quality
A few points to remember
Test your knowledge
Summary
5. Getting More Value from Sales Cloud Chevron down icon Chevron up icon
5. Getting More Value from Sales Cloud
Campaign management
Lead management
Account management
Contact management
Managing product and price books
Opportunity management
Quote management
Collaborative forecasts
A few points to remember
Test your knowledge
Summary
6. Increasing Service Agent Productivity by Using Service Cloud Chevron down icon Chevron up icon
6. Increasing Service Agent Productivity by Using Service Cloud
Case management
Escalation rule
Entitlement management
Knowledge management
Live agent
A few points to remember
Test your knowledge
Summary
7. Optimizing Business Processes with Visual Workflow and Approval Processes Chevron down icon Chevron up icon
7. Optimizing Business Processes with Visual Workflow and Approval Processes
Business problems
Benefits of Visual Workflow
Overview of the Visual Workflow life cycle
Overview of Cloud Flow Designer
Overview of Visual Workflow building blocks
Creating a calculator to display the summation of two numbers
Approval process
A few points to remember
Summary
8. Automating Complex Business Processes Chevron down icon Chevron up icon
8. Automating Complex Business Processes
Process Builder overview
Difference between Process Builder and other tools
Creating applications with Process Builder
Time-dependent actions from Process Builder
A few points to remember
Summary
9. Analyzing Productivity with Reports and Dashboards Chevron down icon Chevron up icon
9. Analyzing Productivity with Reports and Dashboards
Understanding report types
Different types of report formats
Categorizing report data with bucketing
Dashboard component and its types
Reporting snapshot
A few points to remember
Test your knowledge
Summary
10. E-mail and Mobile Administration Chevron down icon Chevron up icon
10. E-mail and Mobile Administration
Deliverability
Compliance BCC e-mail
E-mail to Salesforce
Overview of the SalesforceA mobile application
Overview of the Salesforce Authenticator application
Overview of the Salesforce1 mobile application
A few points to remember
Test your knowledge
Summary
11. Different Ways of Deploying an Application between Environments Chevron down icon Chevron up icon
11. Different Ways of Deploying an Application between Environments
Deploying using change sets
Deploying using Force.com IDE
Deploying using packages
Deploy using Force.com Migration Tool
A few points to remember
Test your knowledge
Summary
12. Basics of Apex and Visualforce Page Chevron down icon Chevron up icon
12. Basics of Apex and Visualforce Page
Introducing Apex
Introducing a Visualforce page
A few points to remember
Test your knowledge
Summary

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  • Top Reviews
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Rating distribution
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4 star 12.5%
3 star 12.5%
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1 star 37.5%
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E. White Mar 07, 2018
Full star icon Full star icon Full star icon Full star icon Full star icon 5
Every Salesforce Administrator should read this book. Great tips and insights. Also a great “Getting More Value from Sales Cloud” chapter.
Amazon Verified review Amazon
Steve Brooke Feb 28, 2018
Full star icon Full star icon Full star icon Full star icon Full star icon 5
Great product
Amazon Verified review Amazon
Amazon Customer Apr 30, 2017
Full star icon Full star icon Full star icon Full star icon Full star icon 5
Nice and clear Admin handbook from Mr Gupta. I am a Salesforce Consultant of 7 years and discovered his blogs some time ago and found them very useful. So this is a great reference book, particularly for those struggling with the change to Lightning.
Amazon Verified review Amazon
Coreen Raterman May 21, 2018
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
I only wish there were some way to find the correct answers to the "test your knowledge" questions , the answers are sometimes tricky or not clearly written in the chapter.
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Robby Sep 21, 2019
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
At the end of the chapters there is a chapter review Q & A section, only there are no answers to the questions! Hilarious! Also, most of the questions were not covered in the previous chapter(s)! I wonder if the author was stoned when he wrote and proofed the book. Additionally, the book asks you to perform certain actions that are not discussed in the chapter, for instance, page 46 #2 states: "Now create a public group Global Sales and add users as per the business requirement... Only this was not discussed. That all said, for the price it's a toss up (buy or don't buy). The only thing that tilts the scale in favor of buying the book is there's nothing else... Sad. Now, I know writing a book isn't easy and I feel bad for bagging on this authors work, but hey, money is money and if you're going to write a book, do it right. Message to the author; stay focused and be more thorough.
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About the author

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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If you already have Adobe reader installed, then clicking on the link will download and open the PDF file directly. If you don't, then save the PDF file on your machine and download the Reader to view it.

Please Note: Packt eBooks are non-returnable and non-refundable.

Packt eBook and Licensing When you buy an eBook from Packt Publishing, completing your purchase means you accept the terms of our licence agreement. Please read the full text of the agreement. In it we have tried to balance the need for the ebook to be usable for you the reader with our needs to protect the rights of us as Publishers and of our authors. In summary, the agreement says:

  • You may make copies of your eBook for your own use onto any machine
  • You may not pass copies of the eBook on to anyone else
How can I make a purchase on your website? Chevron down icon Chevron up icon

If you want to purchase a video course, eBook or Bundle (Print+eBook) please follow below steps:

  1. Register on our website using your email address and the password.
  2. Search for the title by name or ISBN using the search option.
  3. Select the title you want to purchase.
  4. Choose the format you wish to purchase the title in; if you order the Print Book, you get a free eBook copy of the same title. 
  5. Proceed with the checkout process (payment to be made using Credit Card, Debit Cart, or PayPal)
Where can I access support around an eBook? Chevron down icon Chevron up icon
  • If you experience a problem with using or installing Adobe Reader, the contact Adobe directly.
  • To view the errata for the book, see www.packtpub.com/support and view the pages for the title you have.
  • To view your account details or to download a new copy of the book go to www.packtpub.com/account
  • To contact us directly if a problem is not resolved, use www.packtpub.com/contact-us
What eBook formats do Packt support? Chevron down icon Chevron up icon

Our eBooks are currently available in a variety of formats such as PDF and ePubs. In the future, this may well change with trends and development in technology, but please note that our PDFs are not Adobe eBook Reader format, which has greater restrictions on security.

You will need to use Adobe Reader v9 or later in order to read Packt's PDF eBooks.

What are the benefits of eBooks? Chevron down icon Chevron up icon
  • You can get the information you need immediately
  • You can easily take them with you on a laptop
  • You can download them an unlimited number of times
  • You can print them out
  • They are copy-paste enabled
  • They are searchable
  • There is no password protection
  • They are lower price than print
  • They save resources and space
What is an eBook? Chevron down icon Chevron up icon

Packt eBooks are a complete electronic version of the print edition, available in PDF and ePub formats. Every piece of content down to the page numbering is the same. Because we save the costs of printing and shipping the book to you, we are able to offer eBooks at a lower cost than print editions.

When you have purchased an eBook, simply login to your account and click on the link in Your Download Area. We recommend you saving the file to your hard drive before opening it.

For optimal viewing of our eBooks, we recommend you download and install the free Adobe Reader version 9.