Salesforce CRM: The Definitive Admin
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Salesforce CRM: The Definitive Admin

Implement, configure, customize, and manage Salesforce for your organization
3.2 (14 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
179 students enrolled
Created by Packt Publishing
Last updated 7/2015
Curiosity Sale
Current price: $10 Original price: $85 Discount: 88% off
30-Day Money-Back Guarantee
  • 5 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Regulate your organization’s default settings such as locale, language and time zone
  • Set up business details such as multi-currency support and fiscal years within your organization
  • Manage users and the role hierarchy within the organization
  • Establish security and privileges using user profiles
  • Extend Salesforce by creating custom fields and objects
  • Govern business processes by creating workflow rules and actions, as well as creating custom approval processes
  • Control your organization’s business intelligence needs by creating custom reports and dashboards within Salesforce
  • Expand Salesforce further by installing new apps from the AppExchange marketplace
  • Get to grips with best practices and how to best future-proof your application
View Curriculum
  • A practical guide for Salesforce administration, providing step-by-step instructions on different topics across the Salesforce CRM application. Each video provides clear and concise instructions for each topic, as well as providing common best practices and practical examples along the way.

This video course provides readers with a complete guide to managing and configuring Salesforce for your organization. This course covers all the important topics within the application, in a manner which covers both real-life solutions as well as common best practices used throughout the community

The video course begins with discussing how to set up organization wide settings and then moves on to topics such as user management, configuration, data management, analytics, and business processes. The course also discusses how to extend the application and the different best practices when working with the platform.

Starting from how to initially set up the organization in Salesforce, the course moves to cover a breadth of different topics. This includes settings such as default currencies, locale, time zone, as well as the default language. It later moves on to how to manage users within the system and then properly set up a security model across different users. The video course will also tackle ways to configure and extend the system’s functionality by creating custom fields and objects, as well as creating business rules such as workflow rules and approval processes.

The course aims to provide beginners with a solid baseline to configuring an application, as well as provide novices with the ammunition they need to make Salesforce the perfect fit for their organization.

Who is the target audience?
  • If you are a novice administrator who wants to improve your knowledge of Salesforce CRM Configuration and System administration, this video course is ideal for you. With topics ranging from simple tasks such as user administration, to more advanced topics such as object creation and workflow management, this video course provides vital information for administrators to configure Salesforce to their organization’s needs.
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Curriculum For This Course
45 Lectures
Organization Administration
5 Lectures 18:10

Localize your Salesforce CRM by setting up the default language, locale, and time zone for your organization.

Preview 03:47

Personalize your Salesforce CRM User Interface to enable/disable features based on your company's needs.

User Interface Options

Enhance the search experience within your Salesforce CRM by configuring settings for any search-related features.

Search Settings

Allow opportunity amounts to be in different currencies and allow conversion of these amounts to the selected corporate currency by accessing the Advanced Currency Management within Salesforce.

Currency Management

Align Salesforce CRM Forecasting with your organization's fiscal year setup by selecting the appropriate setup.

Setting Up Fiscal Years within Your Organization
User Management in Salesforce CRM
5 Lectures 26:11

User management within your organization is very important. Besides creating users, managing passwords and gaining visibility over all users in the system is equally important.

Creating Users

There are situations where a particular record (account, case, opportunity) cannot be assigned directly to one user and instead can be sent to a group of users for later reassignment. Creating queues within Salesforce provides such a solution.

Creating Queues

In an organization, data and capabilities are most appropriately assigned not based on organizational hierarchy but rather by the kind of task they will be performing on the system. We can create profiles to accommodate this and properly enforce data and capabilities within the system.

Setting Up Profiles and Profile Management

For sensitive data or information, an organization might want to make data private, but this poses a problem if an organization would want to allow higher levels to view/edit data for those under them. This can be solved by properly setting up the role hierarchy within an organization.

Setting Up Role Hierarchy within the Organization

Certain permissions cannot be given to all users within a profile. Permission Sets allow administrators to give certain permission to a user or a specific set of users.

Preview 05:15
Configuration in Salesforce CRM
5 Lectures 36:41

Certain information cannot be held within standard fields. Salesforce gives administrators the capability to create custom fields to hold additional data within objects.

Preview 06:53

There are situations where there are certain differences with the same data in a system that requires categorization. Record types help by providing a way to categorize data, while page layouts provide a way to create alternate views of the same data based on record types.
Creating Record Types and Page Layouts

Within any prebuilt system like Salesforce, there will always be a need to hold other data outside of the standard functionality. Salesforce provides custom objects to extend the system beyond the standard capability.

Creating Custom Objects

Certain information within objects don't need to be entered by the user but need to be calculated or derived from other fields within a record. Salesforce allows for the creation of such fields using formula fields.

Creating Formula Fields

There will always be a need to relate two different object/tables together. Salesforce provides lookups and Master-Detail relationships to connect one object to another either as a simple lookup reference or as a controlling master object.

Lookups and Master-Detail Relationships
Data Management
5 Lectures 28:56

Access to records and data in the system is always of importance and there is a need to set a minimum level of access within an organization. Organization-Wide defaults provide administrators with the ability to set this minimum level.

Defining Organization-Wide Defaults

Although Organization-Wide defaults provide a good baseline for security and access throughout the organization, there will be situations where there is a need to extend the current model to specific users or groups of users. Sharing rules in Saleforce provide administrators with the ability to extend record access.

Extending Organization-Wide Defaults Using Sharing Rules

Besides limiting record access through Organization-Wide defaults, there is also a need for administrators to limit the fields that each user can see in a record. In Salesforce, we can do just that by setting the Field-Level security of our objects for the different profiles on our system.

Managing Data Visibility Using Field-Level Security

Maintaining data quality is very important for any organization. In Salesforce, validation rules provide administrators with the right tool to define standards for data quality for each object in the organization.

Ensuring Data Quality Using Validation Rules

For most implementations, a data migration effort will always be required to transfer legacy data into Salesforce. To perform this task, we can use Apex Data Loader to insert new data.

Importing Data from Other Systems Using Apex Data Loader
Data Analytics
5 Lectures 30:03

With the incredible amount of information that can be stored within your system, the ability to make sense of the data in the system is invaluable. Using the Salesforce report builder, we can create reports that will take advantage of such data.

Creating Custom Reports

Complex reporting requirements are not new to organizations. Although a majority of reports would only need tabular and summary formats, there is a need to categorize and group data within a report in a more complex manner. Using matrix reports, we can create reports that group data between both horizontal and vertical criteria.

Creating Custom Matrix Reports

A report type defines the set of records and fields available to a report based on the relationships between a primary object and its related objects. Custom report types allow administrators to create these report types in addition to the available standard report types in the Salesforce report builder, thus allowing admins to create any type of report for various types of data in the system.

Creating Custom Report Types

Sometimes, report data can be quite daunting and overwhelming; there would always be a need to create visual representations of this data. Using charts, we can create quick visual guides, providing visibility over trends and correlations within the available data in a report.

Preview 05:04

Most organizations would want to keep track of a number of different indicators and metrics within the organization. Ideally, they would like to access most of these indicators in a single place. In Salesforce, Dashboards allow administrators to present graphical representations of key performance metrics and performance indicators at one glance.

Creating Dashboards
Implementing Business Processes in Salesforce CRM
5 Lectures 40:17

Standard processes within your organization are one of the most important aspects of any system. With the nature of businesses being ever-dynamic, the need to change these business processes without writing code is important for the success of any system. With workflow rules, we can create data-driven rules that can trigger certain actions within the system.

Creating Workflow Rules

Besides creating different workflow rules, we will also understand different actions that can be linked to a workflow rule. In this video, we will discuss in detail how to create workflow tasks, e-mail alerts, and field updates, actions that we can link to any workflow rule.

Creating Workflow Actions

E-mail notifications are important for any business process, and with Salesforce's E-mail templates, we can create standardized E-mail templates that utilize merge fields and letterheads that allow us to merge Salesforce data with these templates and to standardize the look and feel of such templates.

Standardizing E-mail Communications Using E-mail Templates

Sometimes, there are certain workflow actions that we want to activate after a certain amount of time has passed. With Time-Based workflow actions, we can do just that and add time triggers to our workflow rules that will activate certain actions after a certain time.

Creating Time-Based Workflow Actions

Approvals are an important business process within any organization. With approval processes in Salesforce, we can create automated processes for approving records that an organization can build through configuration.
Creating Approval Processes
Salesforce CRM Function
5 Lectures 49:21
For larger organizations/companies offering a wide spectrum of different products or services, managing the different sales process or sales cycles within their company is of utmost importance. With custom sales processes, we can create these different processes and assign them to the different types of opportunities within our environment.
Preview 06:33

Opportunities are the key object to any CRM system; managing these opportunities and giving sales people key information is of vital importance. By customizing and activating certain features on opportunities, we empower the system's users to make informed decisions every time. Also, using opportunities, we can create quotes instantly by using prebuilt quote templates in the system.
Managing Opportunities and Quotes

Campaigns are important marketing projects that you want to keep track of within your organization. In Salesforce, we can manage such campaigns to mass-import campaign members, manage mass campaign members, and also to keep track of influential campaigns within the organization.

Working with Campaigns and Campaign Members

Capturing lead information is always important to any organization. Using Web-to-Lead in Salesforce, we can create such forms without the need to write custom code and also build lead assignment rules that will assign leads automatically and also create Auto Response rules to send automated notifications to any of the potential leads.
Creating Web-to-Lead Forms

After capturing and working on captured leads, the final step would be to convert these leads further. In Salesforce, lead conversion creates three new records, a contact, an account, and an opportunity record.

Managing Lead Conversion
Extending Salesforce CRM
5 Lectures 52:31

Earlier, we created custom objects within our Salesforce environment; however, there is no way to access or manipulate the records within those objects. To provide users with a visual component to manipulate or access data, we can create custom tabs or even create tabs that host content from the web or custom Visualforce content. After creating these tabs, we can design apps that can group related tabs.

Creating Custom Applications and Custom Tabs

Using customer portals, we can provide a channel for customers to make inquiries, raise support calls or requests, as well as possibly make orders. In Salesforce, we can create such customer portals to expose our different tabs and objects while still maintaining security throughout.
Enabling Customer Portals

AppExchange is a marketplace for apps in the ecosystem. Using AppExchange, we can extend the capability of the system by installing apps; also, there is no need to customize the system.
Installing Apps from AppExchange

The Salesforce home page is an important component of the Salesforce experience. Using it, we can provide key data or system reminders to all our users. In Salesforce, we can create custom home page components to provide custom data as well as create different home page layouts for different user profiles.
Preview 06:52

Chatter is a collaboration service available within Salesforce. It provides real-time feeds, profiles, and groups that allow users to communicate with each other as well as work collaboratively on cases, accounts, leads, opportunities, or any custom object record.

Setting up Chatter within Your Organization
Best Practices for Enhancing Productivity
5 Lectures 31:13
When configuring, we will encounter situations where we are reusing certain static data within different formulas or even custom code, such as sales tax percentages, commission rates, or even the number of response days for SLAs. To maintain these values more efficiently, we can create custom settings in Salesforce that are just like custom objects but hold static data that can only be changed by administrators. These settings also allow different sets of values based on the logged in user's profile.
Creating Custom Settings

With more organizations spanning different regions across different countries, the ability for a system to cater to the different languages that the different users will work with is extremely important. Using the translation workbench, we can add different languages, assign translators, and override managed packages. The translation workbench allows translations for different components from custom objects and fields to pick list values.
Using the Translation Workbench

Using packages, we can deploy our configuration, custom code, or other components to other environments using Salesforce. This could be any environment, either another internal environment like development or configuration sandboxes or another environment in another organization.
Deployment to Different Environments Using Packages

As an organization grows, the task of maintaining all the different aspects of a Salesforce implementation becomes even more daunting. Using delegated groups, we can assign and allow certain administrative functions to certain users. From user administration, profile assignment, and custom object administration, we can assign any of these tasks using these delegated groups.

Delegating System Administration Using Delegated Groups

Validation and workflow rules are incredible tools for ensuring data quality and automation of business processes within However, as implementations get more customized through the addition of custom code or through data integration processes, there would be scenarios where we would want to override validation or workflow rules, either overriding them to skip certain data or to be turned off entirely at certain times. In this video, we will discuss how to create and add overrides within our validation and workflow rules.
How to Create Future-Proof Validation and Workflow Rules
About the Instructor
Packt Publishing
3.9 Average rating
7,282 Reviews
51,940 Students
616 Courses
Tech Knowledge in Motion

Packt has been committed to developer learning since 2004. A lot has changed in software since then - but Packt has remained responsive to these changes, continuing to look forward at the trends and tools defining the way we work and live. And how to put them to work.

With an extensive library of content - more than 4000 books and video courses -Packt's mission is to help developers stay relevant in a rapidly changing world. From new web frameworks and programming languages, to cutting edge data analytics, and DevOps, Packt takes software professionals in every field to what's important to them now.

From skills that will help you to develop and future proof your career to immediate solutions to every day tech challenges, Packt is a go-to resource to make you a better, smarter developer.

Packt Udemy courses continue this tradition, bringing you comprehensive yet concise video courses straight from the experts.