Salesforce CRM: The Definitive Admin Handbook Second Edition / Edition 2

Salesforce CRM: The Definitive Admin Handbook Second Edition / Edition 2

by Paul Goodey
Pub. Date:
Packt Publishing


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Salesforce CRM: The Definitive Admin Handbook Second Edition / Edition 2

Salesforce CRM: The Definitive Admin Handbook is the complete guide to implementing Salesforce CRM. Whether you are looking to enhance the core features or you have already started customizing your Salesforce CRM system and are looking for guidance on advanced features. This book will show you how to get maximum benefit from this exciting product.

Salesforce CRM is a market-leading customer relationship management (CRM) application that is accessed over the Internet. The CRM application provides facilities to manage sales projections and orders, marketing plans, business process automation and collaboration, service and support, and data analytics. The application greatly enhances a company's sales performance, improves team work and collaboration, and provides a robust customer relationship management strategy for an organization.

Salesforce CRM: The Definitive Admin Handbook has been updated for the Spring '13 release and gives you all the information you need to administer this powerful CRM application.

The book begins with the setup of users and security settings and then progresses to configuration, data management, and data analytics. Finally, the book covers the ways in which the core platform can be further extended and enhanced.

Focused on the needs of the enterprise, this book provides a solution-driven approach for both business and IT specialists to get the most from the Salesforce CRM application. It begins with setting up of organization-wide features that affect the look-and-feel of the application. We will then move on to data management, analytics, process automation and approval mechanisms are then covered, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. Finally, we will look into the methods used to further enhance the system and to improve the return on investment from the application.

After reading Salesforce CRM: The Definitive Admin Handbook, you will feel comfortable with the administration features within Salesforce CRM and will have been presented with real-world scenarios to improve the setup and avoid some common pitfalls.

Product Details

ISBN-13: 9781782170525
Publisher: Packt Publishing
Publication date: 06/21/2013
Pages: 426
Sales rank: 673,125
Product dimensions: 7.50(w) x 9.25(h) x 0.87(d)

About the Author

Paul Goodey is the author of Salesforce CRM Admin Cookbook by Packt Publishing.

He has over 15 years of experience in developing web technology solutions for companies of all sizes across a variety of industries, and has been building solutions with Salesforce CRM since 2006.

Paul has enjoyed a variety of roles while working with Salesforce CRM, having worked as a 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 Certified Developer DEV-401. In his spare time, he is a keen runner, having run several marathons and half-marathons since 2001.

Paul is a keen and active member of the administrator and developer online community and can be found at LinkedIn at

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Salesforce CRM: The Definitive Admin Handbook Second Edition 4 out of 5 based on 0 ratings. 1 reviews.
Boudville More than 1 year ago
This second edition documents how Salesforce CRM provides extensive support to a sysadmin or manager who runs a group of salespersons. Though upon reflection, the contents of the book are perhaps more geared towards a sysadmin who reports to the manager. There are useful features, like Organisation wide sharing defaults (OWDs). These let you easily define default levels of access to documents. So you can minimise manual configurations if the sales group increases, or if the accounts or other data they use increase over time. Essentially, it defines what the text calls incisively the baseline access to data that the user does not own. Granted, if your background is in unix or linux administration, this harks back to the concept of a group in unix. The software gives a GUI-level easy way to configure the OWDs. We also see some data analytics. There is a report generator and dashboards are available. The types of reports are numerous. Templates of commonly expected types have been implemented. But for more customised needs, the book describes what are termed custom report types, as opposed to the standard report types. Perhaps a lengthier discussion on how to make the custom types would have been good. I suspect that here is where the needs of some will gravitate. As for dashboards, there is a menu driven approach to letting you pick component types - basically these involve common types of graphs, like pie, line or vertical bars. You can easily tinker with your choices to see which looks best. The book ends with Visualforce, which is a framework for more customisation of Salesforce. Here is possibly a jumping off point to a sequel, just on Visualforce.