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7/28/2019 Copy of Copy of AdminSummaryX
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Clouds
• Sales Cloud
• Service Cloud
• Collaboration Cloud
Applications
• Sales
• Call Center
• Community
• Chatter
• Marketing
Chatter
• Chatter Free
• Chatter Full
• Salesforce Full User
• Appforce
• Siteforce
• VMforce
• Heroku
Force
• Multi-tenancy
• Automatic Upgrade
• Pay-as-you-go
•Real-time
Cloud Computing
Identity Confirmation• Authentication of logins
• Trusted IP ranges
• Computer Activation
Trusted IPs• Setup in Org admin
• List of IPs that have activated for Salesforce CRM
• Used with cookie associated to thebrowser
Computer Activation• When no cookie exist and unknown IP address
• Two types: Web, API (outlook, integration)
• Activation requires email notification withverification code
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UI settings Sidebar Calendar Setup
User Interface Setup
• Enable
CollapsibleSidebar
• Enable Inline Editing
• Enable Hover Details
• Enable Enhanced List(drag-n-drop columns,
jump to page, inlineediting upto 250 recs)
• Enable Printable List
• Enable Related ListHover Links
• Enable drag-n-drop
on calendar view• Enable hover links for task
• Enable Enhanced PageLayout Editor
• Enable EnhancedProfile List Views
• Enable EnhancedProfile User Interface
• Inline Editing (some fields not allowed)
• Hover links
• Mini-page layout
• Console Mini View
• Print view (1000 recs) no export to Excel
• List view (2000 recs) with chatter feedback
• Related lists (+hovers)
Chatter
• Chatter auto-enable globalsearch
• Enable Feed tracking
• Allow email notification
Search Layout/Filters
• Customize search results(columns and buttons)
• Filters upto 10 columns
Cloud Scheduler
• Create Activities (StandardObject) and events, tasks
• Button “New Meeting Requests”on activities page
• Scheduled => Confirmedcalendar event once accepted
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Customization
User Profile Permission Sets
• List of Standard Profiles (enhanced profile UIsetting ON to customize)
• Permission sets (Set to a USER, up to 1000 per
org)• Standard vs. Custom Fields (standard cannot be
deleted but can be removed from page layout)
• Dependent Picklists (allows data accuracy)
Custom Fields
• What users can see and dowith records (CRED
settings)• Standard Profiles CANNOT
be modified (not available inProfessional License: Sys
Admin, Marketing, ContractMgr, Standard User (CREDown records), Solution Mgr,RO
• Chatter Free, Chatter Mod,Chatter External User
• Apps: Assigned Apps,Objects and Tabs (Fieldlevel Security), App SpecificPermissions (e.g. transfer cases)
• System: systempermissions (e.g. modifyall), Login hours, Login IPs
DependentPicklists
• Custom Objects max 500fields
• Changing fields typescan affect data loss:‣ to/from date or date/time‣ to Num‣ to Percent‣ to Currency‣ from Checkbox‣ from Multi-Picklist‣ to Multi-Picklist (except
Picklist)‣ from Auto Num‣ from text Area
• Deleted fields definitionswill be deleted(permanently after 45days)
• Deleted fields still countuntil it’s permanentlyremoved from recycle bin
• Associated to User
• Provide GRANT ACCESS not denials
• Can create 1000permission sets per org
• Users, Objects, Field,Service Provider,
Apex Class &Visualforce
• Standard picklist can
ONLY be ControllingField
• Maximum number of values in controllingpicklist: 300
• Field Types:‣ Standard Picklist: C‣ Custom Picklist: C/D‣ Custom Multi-Picklist: D‣ Standard Checkbox: C‣ Custom Checkbox: C
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Customization II
Lookup Fields
• Custom Lookup fields
• Formula Fields
• Page Layouts, Related Lists (required set in page layout)
• Record Types• Business Process
• Field Level Security (FLS)
Formula Fields
• Can referencestandard, custom or other formula fields
(up to 10 levels deep)
• Cannot referencethemselves
• Fields referenced informulas cannot bedeleted.
• Automaticallycalculated, RO anddoesn’t update last
updated field. Notvisible on edit pages
• NOT available in:‣ Offline Edition‣ Not Searchable‣ Not for Lead conversion‣ Data Export
Record Type /Business Process
FLS / History
• Record Types associated todifferent page layouts
• NOT available inProfessional Edition
• Business Process (neededif you create Record Typefor the 4 objects):‣ Sales: Opp Stage field‣ Support: Case Status field‣ Lead: Lead Status field‣ Solution: Solution Status
fields
• Default selection set up in
My Personal Informationsetting allow skipping the
jump page
• Web-to-Lead or Web-to-Case will set the type to bethe default value
• Can create on ALL except:Home, Forecast, Docs,Reports, Console, Web
• NOT available inProfessional Edition
• CANNOT be used tomake field REQUIRED
• Associated at the Object/Profile level NOT UI
• History Tracking, up to 20standard/custom fields
• Can view new/old value,however for Multi-Selectand large text field values
are not retained only thatthey are modified
• FLS is Object level thenyou overlay the PageLayout UI setting
• Lookup a value in another object (25 custom/object)
• Unlike Master-Detail
relationship, doesn’t affectdeletion, ownership or security
• Defined with lookuprelationship:‣ Standard to User ‣ Standard to Custom‣ Standard to Standard‣ Custom to Custom‣ Custom to Standard‣ Custom to User ‣ CANNOT User to Custom/
Standard
• Lookup filters based onfields to/from object, alsoprofile and roles
• Filters: Required = mustmatch one record (5 per object limit), Optional =can enter a new non-matched value (no limit)
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Security & Access
OWDs
• Users: unique username, associated to a profile, optionally toONE role, must have full salesforce license or chatter free
• Organization-wide defaults
• Role Hierarchy / Sharing Rules• Account / Sales Teams / Manual Access
• Folders Access for documents, reports, templates dashboards
Roles / Sharing• Roles allow vertical up
visibility up the hierarchy of data owned or shared by
subordinates• Exception for Contactrecords marked ‘private’
• Users in the same role/levelDO NOT see each other’srecords
• Opp reports, Forecast roll-uprequire users to be assigneda role
• Needs to set ‘Grant Access
Using Heir’ in OWDs• Sharing Rules: Who Owns
IT, Who Should See IT
• Sharing Rules allow accessto data not associated withRole Hierarchy
• Criteria based sharing e.g allopportunities in certainregion with specific product
• Solution CANNOT be shared
Account / SalesTeams / Manual
Folders
• Manual Sharing per recordbasis
• Anyone above role hierarchycan manually share a record
• Sales Team: For sharing andreporting
• Sales Team: Can have adefault (defined for user),automatically added touser’s Opportunity
• Add Default Team add theOpp Owners default team,
NOT the user clicking thebutton
• Owner and Anyone aboverole hierarchy can add aSales Team
• Must have at least ROaccess to Opp’s Account
• Display Access shows allaccess regardless of how it
was acquired
• Defined as R or RW
• Access is Explicit i.e.does NOT roll up through
role hierarchy• Documents do not have
version control
• File Size limit of folder 5MB
• Search documents inGlobal Search or Document search
• OWDs are restrictivesettings, the minimumlevel of access
• Setup in Security
Controls->SharingSettings
• Record Owner (user or queue with view/edit/transfer/deletecapabilities
• Private: Only recordowner and users aboverole hierarchy RW
Search/Report• RWT: Read/Write/Transfer (changeownership)
• Default Access:‣ Lead: RWT‣ Account/Contract/Asset:
RW‣ Contact: Controlled by
Parent‣ Opp: RO‣ Case: RWT
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Workflow & Workflow Approvals
Components
• Used to Send Email Alerts, Assign Tasks, Update Field Values,Send Outbound APIs and execute Time-Dependent Actions
• Components: Rule + Actions + Time-Dependent Actions
• Time-Dependent WFs• Tasks / Email Alerts
• Workflow Approvals
Time-Dependent
• Used to send emailreminders, notifications of opp closed dates and notify
support of open cases withcertain SLAs (prior toescalations)
• Max 10 time triggers per rule
• Max 40 actions per timetrigger
• Required WF default user set up before time-basedrules
• Precisions: Hours & Days• CANNOT convert Leads
• CANNOT create timedependent action for a rulewith ‘Every Time the recordis updated/created’
• Monitor pending actions inSetup->Monitoring->Time-Based WF
Tasks / Alerts Approvals• Tasks: May be assigned to
User, Role, Owner, Creator,Sales/Account Team
• Tasks: tracked in ActivityHistory and be reported on
• A single task CANNOT beassigned to a role/team - itwill be assigned to owner instead
• Due date for tasks are intime zone of assignee
• Due date for tasks iscalculated in calendar days,
NOT business day• Alerts NOT tracked in
Activity History
• Alerts can be reused withinthe same object
• ‘Big Deal Alert’ can be usedto send email to users basedon Opp stage field (for PE)
• WF is NOT available for
Professional Edition
• Approval process: Initialactions that occur,approval request
notification, approver assignee and approvalresponse (reject/approve)
• Formula based logic thatcan use USER fields inthe formula
• Skip approval steps if needed
• Can be recalled anytime• Jump Start Wizard tocreate a one-stepapproval process
• Can be enabled inchatter for approving anrejecting
• Can have parallelapproval process: firstresponse vs unanimous
• Triggers do not affectalready saved records
• Define: Created,
Created/Updated,Created/Updated & Didnot previously metcriteria
• Actions: Email Alerts,Tasks, Field Updates,Outbound Msgs
• Field Updates: Apply aspecific value, blank or
calculated formula• Field Update: For recordowners chose therecords to be assigned,for Case/Lead it can alsobe a Queue
• Can create update fieldon parent record (evenwith M-M relationships)
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Data Validation & Data Utilities
Validation
• Validation Rules Enforcement
• Required and Unique Setup
• Import Account / Contract
• Mass Delete / Mass Transfer (recycle binstores data for 15 days)
• Data Loader / External IDs
Required / Unique• Required property is only on
Custom fields, certain fields(text, number)
• Required fields CANNOT beremoved from Page Layout
• Required fields CANNOT beRO
• Required on ALL RecordTypes
• FLS is overridden in EditMode
• Existing Data is not enforcedunless records is updated
• Unique property is only onCustom fields
• Once enabled unique nessis checked against existingdata
• Can have case sensitive
Imp / Del / Trans Data Loader
• Import Wizard:‣ Account (matched on Account
Name + Account Site)‣ Contacts (matched on email)‣ Leads (matched on email)‣ Solutions (matched on
Solution Title, Salesforce IDor External ID)
‣ Custom Objects (matched onSolution Title, Salesforce IDor External ID)
• Standard users can import500 accounts or contact per session
• Sys Admin 50,000 accountscontact, leads, solutions,custom objects
• Can enable / disable WFrules during import
• Back up by Exporting databefore Mass Delete
• Mass Transfer Accounts,Leads, Custom objects
• Validation executedbefore RECORD issaved (executes on theserver)
• All active validation rulesexecutes at the sametime, multiple error messages may bedisplayed
• Standard validation i.e.required field, data typeenforced first thencustom validations
• Enforced on:‣ All Objects (except
forecast + territories)‣ Data Loader (Import) and
APIs‣ Lead Convert & Record
Merge‣ Offline, when synced to
server ‣ Web-to-Case, Web-to-
Lead
• Data Loader is anexample of API import,also available with open
source apps• External ID are case
INSENSITIVE, Nounique constraintenforced, 3 fields per Object (text, num, email)
• Used to search, preventduplicates with importwizard, make “Upsert”
when synchronizing withexternal data
• Requires ‘Modify AllData’ access to see link
• Requires API clientactivation with SecurityToken (sent via email)
• Activation: Username /Password+SecurityToken
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Schedule / Email
• Scheduling / Email Reports
• Print / Export Reports
• Custom Report Types (CRTs)• Dashboards + Dashboard Filters
Print / Export
• Printable View createsan .xsl file to be saved or opened and printed
• Printable View preservesformatting, groupings andsubtotals
• Export Details creates a .csvor .xls file
• Export Details DOES NOTpreserve the formatting,grouping, subtotals
• Export Details used to mass
update or move data• Both Print / Export buttonsare not available in thereport builder - you must runa report first
CRTs Dashboards
• Build a basic frameworkwhich users can createreports from
• CRTs are used to buildrelationships for reportsfrom standard and customobjects
• Create ‘with’ or ‘with or without’ relationships
• Limit fields, re-name themto be available to be usedin the report
• Use CRTs for UsersObjects and the PrimaryObject to include recordsowned by, created by or modified by a users
• Schedule a future reportrun and have itautomatically emailed to
the users who needs it• Schedule Future Run is
not available in thereport builder - you mustrun a report first
• Determine the runninguser (visibility of data inthe report)
• Running user must have
access to the folder where the report issaved
• Email Recipients musthave access to thereport folder
• Report is email within30min of the PreferredStart Time
• Chart Data from multiplereports, can have up to 20components
• Can use Visualforce pages
(from other data sources)• Has running user / run as
logged in user to determinewhat data is visible (set whencreating the dashboard)
• Running User overridessharing model and allow datato be seen as the runninguser, but once they click on a
dashboard component theonly see their own data in theresulting report.
• Displays the last time is was‘refreshed’
• Can be scheduled to berefreshed and emailedautomatically
• Dashboard can create astatic snapshot which can be
posted (matrix type NOT)
Reports & Dashboards II
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Leads
• Lead Management
• Campaign Management
• Queues and Automated assignment• Lead Conversion
Campaigns• Marketing user has CRED
access to campaigns, therest has only RO (+runreports)
• User must have ‘MarketingUser’ checkbox selected
• Campaigns have hierarchyto allow roll-up of summaryfields. Max 5 levels.
• Campaign member is a Leador Contact record
• Campaign member can beedit, deleted, cloned, convert
the Lead or createopportunity for contact
• Email alerts created when acampaign member is added(CANNOT create a Task)
• Opportunity can be linked tomultiple campaigns thathave influenced it, ONLYONE can be primary source
Queues Lead Conversion
• Queues are created inManaged Users and arelike users
• Queues can haveassociated emailaddresses
• Lead Queues are virtualstorage bins to grouplead based on criteria(e.g. industry, campaignetc.)
• Every queue member has visibility to that lead
in the queue
• Assignment is based onfirst rule that it meets(rules are orderedsequentially)
• Web-to-Lead has auto-response with Emailtemplates (daily limit of 1000 for an org)
• Business Cardinformation, via Web
• Created: Manually,
Import Wizard (OnlyMarketing User canimport), via API, Web-to-Lead
• Lead assignment viarules Queue or User
• Add ‘RecordOwner’ (user or queue)column to the import file
to specify Lead Owner (recognized in theWizard)
• Lead information is mappedto Account, Contact,Opportunity objects
• Data validation is used toensure properly completedLeads can be converted
• Custom fields can be used toadd to the mapping but theymay only be mapped tocustom fields on the Account,Contact or Opportunityobjects of the same field type
•Lead conversion creates
Account, Contact &Opportunity (unless you optout of creating anopportunity)
Marketing Admin
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Cases
• Case Processing / Assignment
• Escalation
• Solution Management
• Self-Service Portal / Customer Portal• CTI Integration / SoftPhone / Reporting
Escalation
• Case Escalation are autoassignment (queue, user) of casesand email alerts to users
• Case teams can be escalated withrules, e.g. if the case is in the queuefor longer than 48hrs
• Error-proof rule always create a lastrule entry with no criteria
• Escalation rules are evaluated everytime save a case. Rules areevaluated in sequence order
• Business Hours determine when toescalate the case, depends on timezones
• Case can only refer to ONEbusiness hour at a time.
• Can set holiday hours also
Solutions
• Cases are created:‣ Online: Web-to-Case‣ Call Support‣ Email-to-Case (based on
template)‣
Call Sales (unrelated call)• Cases can be routedautomatically to queues or reps
• Case Teams allow more thanone user to help resolve thecase
• Cases can have hierarchies
• Mass update related cases,quickly close, reassign or change status of related cases
• Case team members can havedifferent level of access tocases (RW or RO)
• Case Queues can be groupedinto criteria like Skill, ProductCat, Customer Type, ServiceLevel
• Auto responses rules todetermine which emailtemplates to use
• Solutions are low cost way to startknowledge mgmt
• Content: too for creating,collaborating sharing information
• Answers: peer to peer knowledgebase created by the community
• Knowledge: based solutioncapturing and publishing process
• Solutions are organized incategories, with sub-cats
• Suggested Solution allows up to10 relevant solution that may helpwith case
• Suggested solutions based on
word frequency, word similarities(not just via keyword searches)
• Multi-lingual is supported
Service & Support
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Object / Sharing
• Define custom objects and sharing model
• Standard / Custom Relationship Types
• Roll-up Summary fields
• Custom Tab, Web Tab• Build Custom App
Relationship Types• Standard Relationship Type:‣ 1:M‣ M:M
• Custom Relationship Type (Master-Detail):‣ Child auto deleted when parent is deleted‣
Sharing inherent from parent‣ Lookup field on child is always required‣ Lookup field on child becomes RO when
record is saved‣ Need both parent and child for reporting
• Many-to-Many: Junction objects allow M:Mrelationship
• Deleting either parent will delete detailrecord
• Both parent objects can have Roll-Upsummary from junction objects
• Junction object CANNOT have childobjects
• Junction object data CANNOT be importedwith Import Wizard
• Master-Detail-Sub Detail: for Standardobjects can have 2 levels of sub details,for custom can have 3 levels of sub detail
• Custom Object CANNOT be master of aStandard Object
Custom Tab /Web Tab / App
• Must have ‘Customize Application’ permission
• Custom object securitycontrolled in OWDs / CRED
settings• Custom objects are reportable,need new reports
• Track History of audit fields
• Restore deleted definition /data up to 45days
• Can have sharing rules andmanual sharing also
• Can have queues associatedto custom objects
• Custom Objects must beassociated to profile to be seenby users
• Integrate External Web resources
• Custom App is a logical groupingof Tabs
•PE up to 5 apps
• EE up to 10 apps
• DE up to 10 apps
• EE 20 roll up summary fields oncustom object
Extending Salesforce