There are aspects of support and maintenance in Salesforce CRM that requires exporting information from Salesforce into external tools, providing help pages to enable users to self-serve and guide themselves, and for extended monitoring and reporting on changes to records to manage the system and business improvements.
In this chapter, we provide recipes designed to help system administrators and advanced users to associate Salesforce data when using external tools and systems, build help pages within Salesforce to display context-specific help information that increases users' productivity, and capture detailed record changes that extend standard field history tracking that can be used for various trend analysis.
