Salesforce CRM: The Definitive Admin Handbook

376 Pages·2011·11.88 MB·English

by  Paul Goodey

Salesforce CRM:
The Definitive Admin Handbook
A comprehensive, power-packed guide for all
Salesforce Administrators covering everything from
setup and configuration, to the customization of
Salesforce CRM
Paul Goodey
professional expertise distilled
P U B L I S H I N G
BIRMINGHAM - MUMBAI
Salesforce CRM: The Definitive Admin Handbook
Copyright © 2011 Packt Publishing
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First published: October 2011
Production Reference: 1071011
Published by Packt Publishing Ltd.
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ISBN 978-1-84968-306-7
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Cover Image by Jon Hancock ([email protected])
Credits
Author Project Coordinator
Paul Goodey Jovita Pinto
Reviewers Proofreader
Ashish Agarwal Stephen Swaney
Bhawani Shankar Sharma
Indexer
Tejal Daruwale
Acquisition Editor
Sanjay Rajan
Graphics
Valentina D'silva
Development Editor
Sanjay Rajan
Production Coordinator
Aparna Bhagat
Technical Editors
Sakina Kaydawala
Manasi Poonthottam Cover Work
Aparna Bhagat
Lubna Shaikh
About the Author
Paul Goodey is an IT professional with more than 15 years of experience in
developing technology solutions for companies of all sizes across a variety of
industries.
Having gained his first experience of Salesforce CRM in 2006 while working in
a combined Web Developer / Salesforce System Administrator role, he quickly
recognized the huge potential of the Salesforce application and has been a keen and
active member of the Salesforce.com administrator and developer communities
ever since.
Paul has enjoyed a variety of experiences with using Salesforce CRM, having worked
in several roles such as System Administrator, Developer, Business Analyst, and
Consultant to provide solutions for both in-house and consultancy-based end users.
Based in the UK, near London, Paul's professional qualifications include Salesforce.
com Certified Developer DEV-401.
In his spare time, he is a keen runner, having run several marathons and half-
marathons since 2001.
Online, Paul can be found on LinkedIn at http://www.linkedin.com/in/
paulgoodey.
Acknowledgements
Writing this book was a lot of fun and a lot of hard work. My family has been
amazing, and it is only with their support and patience that I have been able to
complete this endeavor. I would like to thank all my friends and family for their
encouragement during the hectic times especially in the Spring.
Although, I have enjoyed the time working on the chapters and am very proud of the
result, I cannot take full credit for the finished product. Here's my attempt to provide
acknowledgment where it is rightly due.
First, I'd like to thank the folks at Salesforce.com for providing such an amazing
product in the first place. Salesforce CRM is one of the very few business applications
that is so easy and fun to work with. The application just goes from strength
to strength with each new edition and the amount of innovation, new feature
development, and added value that it brings is simply incredible.
Next, I would very much like to thank the team at Packt Publishing who have
successfully orchestrated the completed work. From the time when I was first
approached, to the time of editing and co-ordinating the final reviews, the whole
team has been extremely supportive and highly professional throughout the
writing process.
Finally, I would like to thank all the many people who have contributed with ideas
and best practices. Instead of trying to name them all and risk not mentioning others,
I would like to thank in general all the Salesforce.com employees, professionals, and
keen enthusiasts who help make the Salesforce.com community such a productive
and collaborative environment. If you haven't participated in the Salesforce.com
online user communities such as Developer.force.com, LinkedIn Salesforce.com user
groups and Twitter, I would strongly recommend them as they are a truly valuable
place to exchange information.
About the Reviewers
Ashish Agarwal is Salesforce.com Certified Advanced Administrator, Salesforce.
com Certified Consultant, and Salesforce.com Certified Force.com Developer. He
is also a certified Project Management Professional from PMI, USA. With a total
industry experience of more than 16 years in the Information Technology field,
Ashish likes to solve business problems through the use Information Technology.
Ashish has worked with companies like Panasonic, Oracle, Sapient, and Mercer
across the geographies of India, Singapore, Malaysia, Canada, and the UK, and
is now currently running—Technology On Cloud—a Salesforce.com consulting
company based in Singapore. "Technology On Cloud" leverages the power of the
Internet to provide live online training, consulting, implementation, customization,
and development on Salesforce.com to anyone in the world. "Technology On Cloud"
also leverages the power of the Internet to engage the best people in their respective
areas from across the globe.
Ashish regularly conducts live online training in Salesforce.com through his
company "Technology On Cloud". Anyone from anywhere in the world can attend
this training with just a PC and Internet connection. To learn more about live online
training in Salesforce.com, please visit http://www.TechnologyOnCloud.com or
e-mail at [email protected].
Bhawani Shankar Sharma, from the beginning of his career, has worked on
number of technologies. For the last three and a half years, he has been working on
the force.com platform and has worked on almost each and every component of
Salesforce. During this period, he went through some challenges, but at the end of
the day, he realized that Salesforce.com is a very friendly, tightly coupled, and easy
to learn platform.
I would like to thank my mother, Dr. Manju Lata Sharma, who
encouraged and supported me in reviewing this book. I would also
like to thank Gaurav Mehta, who gave me the golden opportunity to
review this book. Thanks, both of you, for trusting me.
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Table of Contents
Preface 1
Chapter 1: Getting Started with the Salesforce CRM Application:
Organization Administration 5
User login and authorization 6
Does the user's profile have any login restrictions? 6
Login hour restrictions 6
IP address restrictions 7
Does the user's IP address appear within your organization's trusted
IP address list? 8
Trusted IP range 8
Has the user been activated from this IP address before? 9
Does the user's web browser have a valid cookie stored from Salesforce? 9
Computer activation process 10
Establishing your company profile within Salesforce 13
Company information and primary contact details 13
Default language, locale, and time zone 14
Default language 14
Default locale 15
Default time zone 15
License information 15
Currencies and conversion rates 16
Single currency 16
Multiple currencies 16
Fiscal year settings 18
Standard fiscal years 19
Custom fiscal years 19
My Domain 19
Language Settings 20