Salesforce CRM

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Salesforce CRM by Mind Map: Salesforce CRM

1. Platform / Force.com

1.1. Programatic

1.1.1. Test Environments

1.1.1.1. Configuration-only sandbox

1.1.1.1.1. Creates copy of metadata from prod

1.1.1.1.2. Copies reports, dashboards, price-books, and products

1.1.1.1.3. Used to configure prod, create objects and relationships, and reploy them to prod

1.1.1.1.4. Does not copy any production data

1.1.1.2. Developer sandbox

1.1.1.2.1. Used to coding and testing

1.1.1.2.2. Copies entire configuration and customization of the production org

1.1.1.2.3. Does not copy any production data

1.1.1.2.4. Apex and Visualforce coding is also copied

1.1.1.3. Full copy sandbox

1.1.1.3.1. Copies entire production org, its data records, documents, and attachments

1.1.1.3.2. Have same IDs of the records as that of prod only when it has been freshly created

1.2. Declarative

1.2.1. Objects

1.2.1.1. Standard Objects

1.2.1.2. Custom Objects

1.2.1.2.1. Fields

1.2.1.2.2. Relationships

1.2.1.2.3. Limits

1.2.2. User Interface

1.2.2.1. Application

1.2.2.2. Tabs

1.2.2.2.1. Custom Object Tab

1.2.2.2.2. Web Tabs

1.2.2.2.3. Visualforce Tabs

1.2.2.3. Page Layouts

1.2.2.3.1. Views

1.2.2.3.2. Page Layout Editor

1.2.3. Business Logic

1.2.3.1. Entry Criteria

1.2.3.1.1. Criteria is met

1.2.3.1.2. Formula evaluates to true

1.2.3.2. Validation Rule

1.2.3.3. Formula

1.2.3.3.1. Currency

1.2.3.3.2. Date

1.2.3.3.3. Date / Time

1.2.3.3.4. Number

1.2.3.3.5. Percent

1.2.3.3.6. Text

1.2.3.4. Roll-Up Summary Fields

1.2.3.4.1. Count

1.2.3.4.2. Sum

1.2.3.4.3. Min

1.2.3.4.4. Max

1.2.3.5. Workflow

1.2.3.5.1. Evaluation Criteria

1.2.3.5.2. Action

1.2.3.6. Approval Process

1.2.3.6.1. Process Definition

1.2.3.6.2. Initial Submission Actions

1.2.3.6.3. Step Definition

1.2.3.6.4. Define Approval/Rejection Actions

1.2.3.6.5. Use Process Visualizer

1.2.3.7. Parallel Approval Process

1.2.3.7.1. Send Approvals to upto 25 different people

1.2.3.7.2. When multiple approvers are selected

1.2.3.7.3. Approver's may also approve the request

1.2.3.7.4. Can assign to queue or list of approvers

1.2.4. Data Management

1.2.4.1. Tools Available

1.2.4.1.1. Apex Data Loader

1.2.4.1.2. Cloud Import Wizard

1.2.4.2. Record ID

1.2.4.2.1. 15 Character ID

1.2.4.2.2. 18 Character ID

1.2.4.3. URL Format

1.2.4.3.1. Instance Name

1.2.4.3.2. 1st three characters are object identifier

1.2.4.3.3. Remaining are record identifiers

1.2.4.3.4. Appending to URL

1.2.4.4. CSV Mapping File / Output

1.2.4.4.1. Success.csv

1.2.4.4.2. Errors.csv

1.2.4.5. Setting up Data Loader

1.2.4.5.1. Server Host

1.2.4.5.2. Bulk API

1.2.4.5.3. Start At Row

1.2.4.5.4. Inserting Null Values

1.2.4.5.5. Batch Size

1.2.5. Analytics and Reporting

1.2.5.1. Types of Report

1.2.5.1.1. Tabular

1.2.5.1.2. Summary

1.2.5.1.3. Matric

1.2.5.1.4. Joined

1.2.5.2. Scheduled Future Runs

1.2.5.2.1. Daily

1.2.5.2.2. Weekly

1.2.5.2.3. Monthly

1.2.5.2.4. Every Weekday

1.2.5.2.5. Everyday

1.2.5.2.6. Specify Start Times

1.2.5.3. Custom Report Types

1.2.5.4. Dashboard Components

1.2.5.4.1. Bar

1.2.5.4.2. Vertical Bar

1.2.5.4.3. Line

1.2.5.4.4. Pie

1.2.5.4.5. Donut

1.2.5.4.6. Funnel

1.2.5.4.7. Gauge

1.2.5.4.8. Tabular

1.2.5.4.9. Metric

1.2.5.4.10. Visualforce Custom Chart

1.2.5.5. Analytical Snapshot

1.2.5.6. Summary Fields

1.2.5.6.1. Sum

1.2.5.6.2. Largest Value

1.2.5.6.3. Smallest Value

1.2.5.6.4. Average

1.2.5.7. Formulas

1.2.5.7.1. Summary Fields

1.2.6. Application Administration

1.2.6.1. Types of Licenses

1.2.6.1.1. Chatter Free

1.2.6.1.2. Force.com - Free

1.2.6.1.3. Salesforce

1.2.6.1.4. Salesforce Platform

1.2.6.2. Translation Workbench

1.2.6.3. Security Pyramid: Most Restrictive to Least

1.2.6.3.1. Organization-Wide Defaults / Sharing Settings

1.2.6.3.2. Profile and Role-Based Sharing

1.2.6.3.3. Sharing Rules

1.2.6.3.4. Manual Sharing

1.2.6.3.5. Permission Set

1.2.6.4. Auditing Processes

1.2.6.4.1. Setup Audit Trail

1.2.6.4.2. Logs

1.2.6.4.3. Field History

1.2.6.5. Standard Profiles

1.2.6.5.1. System administrator

1.2.6.5.2. Authenticated website user

1.2.6.5.3. Standard platform user

1.2.6.5.4. Force.com user

1.2.6.5.5. Contract manager

1.2.6.5.6. Standard user

1.2.6.6. Password policies: Defaults

1.2.6.6.1. Expires in 90 days

1.2.6.6.2. Users cannot use three previous passwords

1.2.7. Licenses

1.2.7.1. Salesforce

1.2.7.2. Salesforce Platform

1.2.7.3. Force.com - One App

1.2.7.4. Force.com Subscription

1.2.7.5. Knowledge Only User

1.2.7.6. Chatter Free

1.2.7.7. Chatter External

1.2.7.8. Chatter Only

2. Administration

2.1. Standard Objects

2.1.1. Accounts

2.1.2. Contacts

2.1.3. Opportunities

2.1.3.1. Potential Sales deals associated with accounts. Make up sales pipeline and forecasts. Associated with contacts.

2.1.4. Cases

2.1.4.1. Customer feedback, problems, or questions. Associated with accounts and contacts. Used to resolve issues.

2.1.5. Solutions

2.1.5.1. Contain a description of customer issues and resolutions. Associated with cases.

2.1.6. Campaigns

2.1.6.1. Marketing projects. Have related leads and contacts show as campaign members. Have related opportunities.

2.1.7. Leads

2.1.7.1. Individuals interested in your products or services. Associated to campaigns. Converted into accounts, contacts, and opportunities.

2.1.8. User

2.1.9. Tasks / Events

2.2. Customer Onboarding

2.2.1. Company Information

2.2.1.1. Name and address

2.2.1.2. Primary contact

2.2.1.3. Default locale

2.2.1.4. Default currency

2.2.1.5. Storage used

2.2.1.6. Licences available

2.2.2. Financial Information

2.2.2.1. Fiscal Year

2.2.2.2. Currencies

2.2.2.2.1. Multi-Currency

2.2.2.2.2. Advanced Currency Management

2.2.3. Support Information

2.2.3.1. Business Hours

2.2.3.2. Holidays

2.3. Troubleshooting Issues

2.3.1. User's Login History

2.3.2. Invalid Passwords in Active Users

2.3.3. Password Policies

2.3.4. Logging in as an End User

2.4. General Administration

2.4.1. Login Methods

2.4.1.1. User Interface

2.4.1.2. API

2.4.1.3. Desktop or Mobile Clients

2.4.2. Login Verification

2.4.2.1. Login Restrictions: Login Hour restrictions

2.4.2.2. Trusted IP range: IP address restrictions

2.4.2.3. Valid Cookie Stored

2.4.2.4. Computer Activation Process: "Email me a verification code"

2.4.3. Organization-Wide Settings

2.4.3.1. Company information and primary contact details

2.4.3.2. Default language, locale, and timezone

2.4.3.3. License information

2.4.3.4. Search Settings

2.4.3.4.1. Global Search

2.4.3.4.2. Sidebar Search

2.4.3.4.3. Advanced Search

2.4.3.5. Fiscal year settings

2.4.3.6. Currencies and exchange rates: single currency, multiple currency (enables by Salesforce)

2.4.3.7. My domain

2.4.4. User Interface

2.4.4.1. Record-Level Configuration

2.4.4.1.1. Collapsible detail page sections

2.4.4.1.2. Inline field editing

2.4.4.1.3. Enable hover details: Mini page layout

2.4.4.1.4. Enable separate loading of relating lists

2.4.4.1.5. Enable inline editing

2.4.4.1.6. Enable enhanced lists

2.4.4.1.7. Enable printable list views

2.4.4.1.8. Enable spell checker

2.4.4.1.9. Activate Extended Mail Merge

2.4.4.2. Sidebar

2.4.4.2.1. Enable collapsible sidebar

2.4.4.2.2. Calendar settings

2.4.4.2.3. Sidebar settings: quick create

2.4.4.2.4. Show custom sidebar components on all pages

2.4.5. Security Settings

2.4.5.1. Standard Profiles

2.4.5.1.1. Customizations

2.4.5.1.2. Profile Types

2.4.5.2. Sharing Settings

2.4.5.2.1. Controlled by Parent

2.4.5.2.2. Private

2.4.5.2.3. Public Read Only

2.4.5.2.4. Public Read/Write

2.4.5.2.5. Public Read/Write/Transfer

2.4.5.2.6. Public Full Access

2.4.5.2.7. Grant Access Using Hierarchies

2.4.5.3. User Types

2.4.5.3.1. Marketing User

2.4.5.3.2. Offline User

2.4.5.3.3. Knowledge User

2.4.5.3.4. Service Cloud User

2.4.5.3.5. Mobile User

2.4.5.4. User Permissions

2.4.5.4.1. Create a profile with the "Manger Users" permission

2.4.5.4.2. Use delegated administration

2.4.5.4.3. Password Configurations

2.4.5.4.4. Clone, edit, or delete profile

2.4.5.4.5. Edit or delete sharing settings

2.4.5.4.6. Edit user login hours

2.4.5.4.7. Unlock users who are locked out of Salesforce

2.4.5.4.8. Deactivating Users