Copy of Copy of AdminSummaryX

14
7/28/2019 Copy of Copy of AdminSummaryX http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 1/14 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 the browser Computer Activation When no cookie exist and unknown IP address Two types: Web, API (outlook, integration)  Activation requires email notification with verification code

Transcript of Copy of Copy of AdminSummaryX

Page 1: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 1/14

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

Page 2: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 2/14

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

Page 3: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 3/14

Page 4: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 4/14

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

Page 5: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 5/14

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)

Page 6: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 6/14

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

Page 7: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 7/14

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)

Page 8: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 8/14

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

Page 9: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 9/14

Page 10: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 10/14

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

Page 11: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 11/14

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

Page 12: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 12/14

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

Page 13: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 13/14

Page 14: Copy of Copy of AdminSummaryX

7/28/2019 Copy of Copy of AdminSummaryX

http://slidepdf.com/reader/full/copy-of-copy-of-adminsummaryx 14/14

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