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Unformatted text preview: Get Started with Salesforce Salesforce, Summer ’20 @salesforcedocs Last updated: August 21, 2020 © Copyright 2000–2020 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. CONTENTS Get Started with Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 What Is Salesforce? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Log In, Navigate, and Search Salesforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Verify Your Identity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Personalize Your Salesforce Experience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 GET STARTED WITH SALESFORCE Welcome to Salesforce, the award-winning cloud computing service designed to help you manage your customer relationships, integrate with other systems, and build your own applications! Here are some key concepts to help you understand the Salesforce products and editions and guide you through common tasks in Salesforce. What Is Salesforce? Salesforce is your customer success platform, designed to help you sell, service, market, analyze, and connect with your customers. EDITIONS Available in: Salesforce Classic (not available in all orgs) Available in: All editions Log In, Navigate, and Search Salesforce New to Salesforce? Learn how to navigate, customize, and manage basic CRM features. Verify Your Identity Use identity verification tools to secure and protect your data from unauthorized access. Personalize Your Salesforce Experience Update your personal information, for example your email address. Change your password and security question. If you have administrator permissions, you can also customize your Salesforce org. What Is Salesforce? Salesforce is your customer success platform, designed to help you sell, service, market, analyze, and connect with your customers. EDITIONS Run your business from anywhere with Salesforce. Use standard products and features to manage relationships with prospects and customers, collaborate and engage with employees and partners, and store your data securely in the cloud. Available in: both Lightning Experience and Salesforce Classic But standard products and features are only the beginning. With our platform, you can customize and personalize the experience for your customers, partners, and employees and easily extend beyond out of the box functionality. Your Salesforce edition determines which features and functionality you can access. Concepts, Products, and Services As you get started with Salesforce, it’s helpful to learn some key concepts and terms. They come up frequently when you interact with the product, our documentation, and our service professionals. The concepts and terms here help you understand how Salesforce works. The Salesforce Admin The Salesforce administrator—or “admin” is a Salesforce user with system administration duties and other super powers. Admins are responsible for setting up Salesforce for their organizations and making sure it runs smoothly. What Happens When You Purchase Salesforce New to Salesforce, or maybe you’re not so new? In either case, to get the most out of Salesforce, it helps to know how your org is created and the types of licenses, permissions, and profiles that you receive. Understanding how these elements interact and impact what users can do saves you time. 1 Get Started with Salesforce Concepts, Products, and Services Push Updated Licenses to Sandbox Orgs As your organization’s needs change, your licensing needs evolve. When you update licenses, you want your production and sandbox orgs to be in sync. Often you can refresh your sandbox to ensure that its licensing information matches your production org’s. Or, to ensure that your sandbox orgs receive updated license information, you can use the Match Production Licenses to Sandbox tool. License Updates and Your Org When you purchase Salesforce, you receive licenses, permissions, and profiles that shape your org and what users can do in it. You can also create permission sets to help with permission management. Understand the impact of license updates on permissions in your profiles and permission sets. Salesforce Editions We offer bundles of features and services, each geared toward specific business needs. Salesforce Features and Edition Allocations Allocations for Salesforce features by edition. Data and File Storage Allocations Storage allocation per Salesforce edition and number of standard licensed users in your organization. Maps and Location Service Allocations Limits for map views per user. Supported Browsers and Devices, Languages, and Accessibility Standards Learn about the browsers, languages, and accessibility standards that Salesforce supports. Additional Resources Looking for more resources? Check out our tip sheets, implementation guides, videos, and walkthroughs. Concepts, Products, and Services As you get started with Salesforce, it’s helpful to learn some key concepts and terms. They come up frequently when you interact with the product, our documentation, and our service professionals. The concepts and terms here help you understand how Salesforce works. Concepts EDITIONS Available in: Salesforce Classic (not available in all orgs on page 9) Available in: All Editions Concept Definition Cloud A Salesforce name for a loose federation of features that help you accomplish certain types activities, such as selling products or supporting your customers. Two common examples are Service Cloud and Sales Cloud. Cloud Computing Technology that enables Internet-based services that let you sign up and log in through a browser. Salesforce delivers its service in the cloud. Other familiar cloud computing services include Google Apps and Amazon.com. Software as a Service (SaaS) Software delivered not by traditional means (such as on disk) but in the cloud, as a service. There’s nothing to download or install, and updates are automatic. 2 Get Started with Salesforce Concepts, Products, and Services Concept Definition Trust A Salesforce term for its company-wide commitment to building and delivering the most secure, fast, and reliable cloud-based service available. trust.salesforce.com is a systems status website that provides Salesforce customers and the community access to real-time and historical system performance information and updates. It also lists incident reports and maintenance schedules across all its key system components. trust.salesforce.com is free to all members of the Salesforce community. Products and Services Salesforce includes the following products and services. Salesforce Applications Salesforce includes prebuilt applications (or “apps”) for customer relationship management (CRM) ranging from sales force automation to partner relationship management, marketing, and customer service. Lightning Platform The Lightning platform is the first platform as a service (PaaS). Developers can create and deliver any kind of business application entirely on demand and without software. The platform also includes easy to use point-and-click customization tools to help you create solutions for your unique business requirements, without any programming experience. AppExchange AppExchange is a marketplace featuring hundreds of cloud applications created by Salesforce customers, developers, and partners. Many of the applications are free and all of them are pre-integrated with Salesforce, enabling you to easily and efficiently add functionality. Salesforce.com Community Salesforce provides training, support, consulting, events, best practices, and discussion boards to help you be successful. Visit Salesforce.com Community. Terms Term Definition App Short for application. A collection of components such as tabs, reports, dashboards, and Visualforce pages that address specific business needs. Salesforce provides standard apps, which you can customize, such as Sales and Service. You can customize the standard apps to match the way you work. Edition One of several bundles of Salesforce products and services, each geared toward a different set of business needs. All Salesforce editions share the look and feel, but they vary by feature, functionality, and pricing. Object A definition of a specific type of information you can store in Salesforce. For example, the Case object lets you store information about customer inquiries. For each object, your organization has multiple, specific records. Salesforce comes with lots of standard objects, but you can create custom objects, as well. Organization A deployment of Salesforce that has a defined set of licensed users. Your organization includes all your data and applications. 3 Get Started with Salesforce The Salesforce Admin Term Definition Record A collection of fields that store information about a specific item of a specific type. A record is an object, such as a contact, an account, or an opportunity. For example, you can have a contact record to store information about Joe Smith, and a case record store information about his training inquiry. Release Salesforce releases new products and features three times per year, and we identify releases by season—Winter, Spring, and Summer—along with the calendar year. Example: Winter ’15. For every Salesforce release, the Salesforce release notes include new features and products that are generally available or in beta release. They also describe all changes to existing features and products. You can find the release notes when you search for “Release Notes” in the Salesforce Help. Salesforce The name of the Salesforce cloud computing CRM service and the company name. The Salesforce Admin The Salesforce administrator—or “admin” is a Salesforce user with system administration duties and other super powers. Admins are responsible for setting up Salesforce for their organizations and making sure it runs smoothly. Admins have special permissions. For example, they can add user accounts and specify what people can see and do in Salesforce. Admins can create custom Salesforce objects, workflows, validation rules, reports, and more. Admins can manage user profile information and delete Chatter feed updates, including posts and comments. Admins are planners, problem-solvers, and heroes. All Salesforce organizations have at least one administrator. Your administrator’s role can be as simple or as complex as your company’s size and structure. In smaller organizations, the admin is often someone who also uses Salesforce the way other users do: to sell products or provide customer service, for example. Salesforce offers lots of features and items that you can set up and configure yourself. For some things, though, partner with your trusty admin to help you get the best of what Salesforce has to offer. Here are a few examples of the kinds of things your admin can help you with or do for you. • Find or use an object, field, or feature you heard about during training. • Create a custom workflow that lets you find out when a case is closed. • Create a custom approval process that allows you to sign off on employee expenses. • Create a custom report for your sales region. • Give you a user permission that’s not granted as part of your user profile. • Answer questions about your own or others’ access to records. • Address those cursed error messages that ask you to contact your administrator for help or more information. How you contact your administrator, and when and why, depends on your company’s internal business policies and practices. What Happens When You Purchase Salesforce New to Salesforce, or maybe you’re not so new? In either case, to get the most out of Salesforce, it helps to know how your org is created and the types of licenses, permissions, and profiles that you receive. Understanding how these elements interact and impact what users can do saves you time. When your order is activated, our provisioning process creates a license request. The license request includes definitions that build out your org. These definitions consist of settings that indicate which licenses, permissions, and profiles you receive. It’s these basic elements that shape the org that you use and what users can do in it. 4 Get Started with Salesforce What Happens When You Purchase Salesforce Licenses You probably know that we offer different license types. Think of them as org-level and user-level licenses. You can also purchase permission set licenses and add-on licenses. Org-Level Licenses When you purchase Salesforce, you purchase an org-level license, or edition. An edition defines your: • Features, such as contracts or Collaborative Forecasts • Amounts, such as quantity of storage and the number of sandboxes To check how much storage or the number of sandboxes that your org has, from Setup, in the Quick Find box, enter Storage Usage or Sandboxes. User-Level Licenses Your org receives a specific number of user licenses, such as Salesforce or Chatter Free user licenses. A user license defines: • User permissions, such as Activate Contracts or View All Forecasts • CRUD (Create, Read, Update, and Delete) access allowed on objects, such as who can create a contract or delete an account When you create users, you assign each one to a user license. A user license defines the permissions or the maximum capabilities that a user can have. To see which user licenses your org has, from Setup, in the Quick Find box, enter Company Information, and then select User Licenses. Permission Set Licenses Permission set licenses let you offer more functionality to users in your org. An example of a permission set license is Identity Connect. When you purchase a permission set license, you receive user permissions pertaining to the license and the accompanying CRUD permissions. For example, with Identity Connect, you receive the Use Identity Connect permission, which allows assigned users to use the feature. To check which permission set licenses your org has, from Setup, in the Quick Find box, enter Company Information, and select Permission Set Licenses. Add-on Licenses Add-on licenses extend functionality at the org level. An example is the purchase of more API requests to extend the limit for your org. Permissions User permissions specify: • Tasks that users can perform • Features that users can access in your org configuration The base user permissions, such as Activate Contracts or View All Forecasts, that someone has depends on the user license assigned. You can use profiles and permission sets to refine which permissions a group of users has. For example, users with the View All Forecasts permission can view other users’ forecasts, but they must have the correct user license. If you assign the Chatter Free user license to users, they do not receive the View All Forecasts permission because this user license does not offer it. To find which user license a user is assigned, from Setup, in the Quick Find box, enter Users. Click the name of the user whose information you want to view. Look for User License. 5 Get Started with Salesforce Push Updated Licenses to Sandbox Orgs Profiles You can have standard profiles and custom profiles, depending on the edition that you purchase. Profiles define: • User access to objects and data • What users can do within the org When you create users, you assign each user a profile. A profile belongs to exactly one user license type. Let’s say that your purchase comes with the Salesforce and Chatter Free license types, among others. You assign profiles to users based on these licenses. For example, based on the Salesforce user license, you can assign the System Administrator, Standard User, or one of several other profiles to a user. Based on the Chatter Free user license, you can assign only the Chatter Free User or Chatter Moderator User profiles to users. You can create custom profiles to offer different permissions or functionality to users with the same user license. However, using a permission set is typically a more efficient way to achieve the same goal. (Make sure that the permissions defined in the profile or permission set don’t exceed the permissions defined in the user license, though.) For example, you can assign a profile to a group of users. Then, you can assign users different permission sets to give certain people in that group more capabilities. To see which profile and permission sets that a user is assigned, from Setup, in the Quick Find box, enter Users. Click the name of the user whose information you want to view. To check the assigned profile, look for Profile. Click Permission Set License Assignments or Permission Set Assignments: Activation Required for permission set information. SEE ALSO: Salesforce Editions Data and File Storage Allocations Licenses Overview Push Updated Licenses to Sandbox Orgs As your organization’s needs change, your licensing needs evolve. When you update licenses, you want your production and sandbox orgs to be in sync. Often you can refresh your sandbox to ensure that its licensing information matches your production org’s. Or, to ensure that your sandbox orgs receive updated license information, you can use the Match Production Licenses to Sandbox tool. When you use the Match Production Licenses to Sandbox tool, all provisioned changes are matched in the production org. 6 Get Started with Salesforce License Updates and Your Org To match licenses to a sandbox org, make sure that the status of the related production org is active. Then log in to your sandbox. From Setup, go to Company Information, and select Match Production Licenses. Warning: If the sandbox’s related production environment is in trial or demo status, do not use the matching tool. Using the tool with a trial or demo org can result in destructive changes. If you’re unsure whether the sandbox’s production org is in active status, log a case with Salesforce Customer Support. They can confirm your org’s status before you use the tool. SEE ALSO: Sandbox Setup Considerations License Updates and Your Org When you purchase Salesforce, you receive licenses, permissions, and profiles that shape your org and what users can do in it. You can also create permission sets to help with permission management. Understand the impact of license updates on permissions in your profiles and permission sets. Changes to your org impact its functionality and your users. For instance, what happens if you upgrade your Salesforce edition? Or maybe you decide to purchase an add-on license. Let’s say that your org: • Upgraded from Professional Edition to Enterprise Edition • Uses Service Cloud, and you purchased the additional functionality that the SOS add-on offers After you upgrade: • You want to use approval processes. Review the relevant user and object-level permissions for users who are approval admins. • Ensure that you enable related features for the SOS add-on. Give users who need the add-on the correct permissions. For best results, use Salesforce Help to set up your add-on. For example, you must enable Omni-Channel in your org before you set up SOS. Each org is different, and each user has different requirements. When you purchase an upgrade or add-on, we suggest reviewing help topics and videos in Salesforce Help and checking user permissions. To see which profile and permission sets that a user is assigned, from Setup, in the Quick Find box, enter Users. Click the name of the user whose information you want to view. To check the assigned profile, look for Profile. For permission set information, click Permission ...
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