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What is CRM?
 CRM Stands for Customer relationship management, it is model for
managing companies’ interaction with present and future customers.

 CRM as software in marketing: software that tracks and records customer

interactions. In marketing, it can be used to personalize messages, create
more targeted content, and expedite the sales process. CRMs are
traditionally considered a tool for sales teams to track leads, prospects, and
customers.

 Why CRM: to improve the company’s Revenue, Business and Retail

customers

What is salesforce?
 Salesforce Cloud based CRM Software for Marketing, sales, service etc.

 Salesforce CRM has the ability to manage customer interactions of an

organization through several methods such as phone calls, email inquiries,
communities, media, and social media. Salesforce is said to handle all
customer relationships by focusing on sales, support, and marketing
processes.

What is cloud computing?

 Cloud computing is a term used to describe the use of technology that allows
users to access information and applications over the internet.

 Storing and accessing the data from the internet.

Types of applications?
 Standalone. – One device usage
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 Centralized and distributed: Server controlled by the system

 Cloud based: Virtual Memory or imaginary memory ex : Google Drive

Services provided by the Salesforce?

 Processing Unit, Database, Server

Features of salesforce?
 PAAS: Platform as a service (Used by the developers)
 SAAS: Software as a service (Used by the end users)
 IAAS: Integration as a service.
Two different types of Business ways?
 B2B – Business to Business.
 B2C – Business to customer.
 Sales force works on B2B mode.

ORG creation salesforce?

Salesforce Developer
Signup developer.salesforce.com
Login: login.salesforce.com
IP Range accessibility in Salesforce ORG
Navigation
Setup -User-Users-Profile-System Administrator-Login IP Ranges-New
Universal IP Range -0.0.0.0 to 255.255.255.255

What is whitelisting of IP Ranges?

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Set up of the login IP range through IP Address.

Different Modules of Salesforce?

 System Administrator.
 Platform Administrator.
 Lightning.

Roles and responsibilities of system administrator?

 Creation of user account
 Resetting of passwords of user account
 Maintain new user roles - (Accessing or permissions are different for team
lead, Manager, HR etc.
 No installation works.
 Managing existing applications.
 Company level setting (Business hours, calendar year, fiscal year, Holidays,
My Domain-Login URL through company sf account)
 Permissions to new users

Roles and responsibilities of app Builder?

 It is zero coding platform, where we can build our own application without
any code.
 It utilizes all functionalities of admin to build a beautiful application with
zero coding
 Point and click
 Drag and drop

Some points about salesforce.

 Salesforce is Cloud based Technology provider.
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 PAAS (Platform as a service) – it is providing a platform where we can

build our custom applications for our requirements.
 SFDC (salesforce.com) works on platform called force.com

Interfaces of salesforce?
 End User interface
 Admin interface

Different Versions of Salesforce?

 Classic version
 Lightning version

Classic version?
 it is the older version of the salesforce
 it uses the visual force.
 It uses Apex Pages.
 It uses Apex programs.

Lightning version?
 It is the latest version of the salesforce
 It uses lightning apps, Lightning interface, Apex programs.
 It uses AURA, Lightning web components (LWC).
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Modules of salesforce
Admin App Builder Platform developer Lightning
Zero coding platform Web building Basic Programming Java Script
applications
Built in functionalities Zero Coding Apex Programming Aura
Drag and drop Oops Concept Lightning web
component
(LWC)
Point and drop

Salesforce Architecture:
● Salesforce Org
● Salesforce Standard Applications
● Standard objects
● Standard Fields

Salesforce Applications:
● Application is a collection of tabs.
● Application Classified into 2 types
● Standard application
● Custom application
⮚ Standard Application:
1. Applications created by the salesforce are called standard
applications.
2. Standard applications can be customized.
3. Standard application cannot delete.
Example:
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a) Sales Cloud, Service cloud, Marketing, Knowledge App…

⮚ Custom application:
1. Applications created by the user as per the organization business
requirement are called custom application.
2. Custom application can be customized or deleted as per business
requirements.

Objects:
⮚ Object is nothing but a table
⮚ Any data we want to store in salesforce, will be saved to objects
⮚ There are 2 types of Objects
1. Standard Object
2. Custom Object
⮚ Standard Object:
1. These are the objects which already exist in the Salesforce platform
to manage the configurations and settings of the environment. Once
you log in to the salesforce platform, you can see the available objects
2. Standard application cannot be deleted, they can only customized
Example: Account, Contact, opportunities, Leads, products, campaigns, cases,
User, contracts, reports And Dashboards.
⮚ Custom Object:
1. Object which are created by the user according to his organization
needs are called custom object
2. All custom objects will have “_ _C” After the object name
3. Custom objects can be modified and deleted as per organization needs
Example: Customer__C, Loan__C, Payment__C
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Marketing:
● Marketing is a business process to promoting and selling the products,
services in including market research and advertising is known as marketing

Hot leads:
 Who are interested to purchase the product called HOT lead
Warm leads:
 Who are interesting on purchase but they will not sure to purchase
Cold lead:
 they are not interested to purchase, just enquiry about the product
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Lead Mapping:
 The lead got converted into account, contact, opportunity, The process of
conversion is called lead mapping
Product:
 In Salesforce, "Product" refers to a standard object that represents a specific
item or service that a company offers for sale.
 It is used to store and manage information about the products or services that
an organization sells to its customers.
 The Product object in Salesforce typically includes fields such as product
name, description, code, price, quantity on hand, product family, and other
relevant details.

App launcher
|----->Product
| ----->New Product (Choose the appropriate field type)
|----->Save
|----->Save
Standard Price:
 specify the cost or selling price of the product
 This price can be used as a reference point for various sales processes

App launcher
|----->Product
|----->New Product (Choose the appropriate field type)
|----->Save
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|----->Related
|----->Go to Price books
|----->Add Standard Price
|-----> Give the new price book entry’s (List Price)
|----->Save
|----->Add price book (Choose the appropriate field
type)
|----->Click next and save
Price Books:
 A price book is a container that holds a list of products and their
corresponding prices
 It represents a specific set of prices for a particular purpose, such as a
standard price list, a promotional price list, or a price list for a specific
market segment.
App launcher
|----->Price books
|----->New (Choose the appropriate field type)
|----->Save
|----->Related
|----->Go to Price books entries
|----->Add Products (which ever u created products add to add products)
|-----> Give the List price (if Any offer is applicable give offer
price)
|----->Save

Active:

 When product is available for use in sales transaction that is Active product
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List view:
• List view basically tool, which will have help of filter the data and show the
exact data to you need
• List view allows you to see a filtered list of records, such as contacts,
accounts, or custom objects, leads
• List view shows list of records available under object
• We can choose which fields to display in list view
• We can also apply sharing and filter on list view
Opportunities:
 This is one of the standard objects
 A sales opportunity is a contact or on account which has been qualified
 Which represent the potential deals
 Every company promotes sales. The work is to find leads and create
opportunity to sell the product to them
There are 9 Opportunity stages
1. Prospecting
2. Qualification
3. Needs Analysis
4. Value Proposition
5. Id. Decision Makers
6. Perception Analysis
7. Proposal/ Price Quote
8. Negotiation/Review

9. Closed
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Prospecting:
 The first step of sales process
 Which involves identifying and contacting potential customers
 The goal of prospecting is to create a database of likely customers
Qualification:
 Another type of lead magnet to determine if the prospect is interested
in learning more about your products and service
Needs Analysis:
 Understand Customer Requirements
 Identify all stakeholders
 Influence the buying process
Value Proposition:
 Whatever amount Spending on product, we have to spending or not
that is called value proposition
Id. Decision Makers:
 The deal is ok to key decision maker, but co-decision makers approval
is not confirmed that’s called Id Decision makers
Perception Analysis:
 This stage involves conducting a detailed analysis of the prospect's
requirements. The salesperson works with the prospect to understand
their specific needs, challenges
 This information helps, the sales approach and propose a solution that
addresses their unique needs
Proposal/ Price Quote:
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 At this stage, the salesperson creates and presents a formal proposal or

quote that outlines the recommended solution, pricing details, and any
other related terms and conditions.
 The proposal aims to demonstrate the value and benefits of the
offering and align it with the prospect's requirements
Negotiation/Review:
 This negotiation stage, the salesperson engages in discussions with the
prospect to address any concerns, negotiate pricing or contract terms
Closed Won:
 It means the deal is successful! Yes, we have done and dusted the deal
Closed Lost:
 It is an unsuccessful deal

Page layout:
• Page layout will specify how an object should be visible to the user
• Page Layout allows to us customize the design and organization of details
and edit page of records in salesforce
• Page layout can be used to custom links on standard and custom objects
details and edit page
• A page layout can be used to control the appearance of fields, related lists,
and custom links on standard and custom object details and edit page
• An object we can create multiple page layouts, but every profile one page
layout created
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• Which fields in the object visible, in which order they should be visible,
which format should be visible, what are the buttons should be displayed,
everything should be control by the page layout
• Every page layout may have one mini page layout
• When a cursor of the record pop-up window will open showing that view of
record which is a mini page layout.

Company Settings:
 Company settings are a collection of global attributes to describe the
organization using Salesforce.
 They consist of company, currency, fiscal year, support, and locale settings

Types of Salesforce licenses:

1. Salesforce license/Full license/standard license
2. Platform License
Salesforce License:
 Granting both standard functionalities and custom functionalities
 We can access Standard and Custom
- Applications
- Objects
- Fields
- Features
Everything accesses by using salesforce license
 They give 2 free Salesforce Licenses
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Platform License:
 Purely concentration on “Custom functionalities”
 Ex: Custom applications
- Objects
- Fields
- Features
Along with few standard objects of salesforce Like
- Account
- Contact
- Document
- Task and Event
 They give 3 free Platform Licenses

Profile:
 Profiles is nothing but Mediator components between user and license
 We can able to grant the permission to the Users with help of profile
 1 profile assign to Multi user
 Each user associate with one profile only
 Profile is associate with License
 Through profile we can grant permission are
- Objects
- Fields
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- Applications
- Page Layouts
- Tabs
- Record types
- General Permissions
- System permissions
- Custom permissions
- Administrative permissions
- Data sources
- Session settings
- Password polices
- Login hours
- Login IP ranges
- Apex pages
- Visual force pages
- Named Credentials
- External data source

Types of profile:
It is 2 types of profiles
1. Standard profile
2. Custom profile
Standard profile:
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 Standard profile means nothing but a Readymade profile, which has been
given by salesforce
 Standard profile cannot delete and cannot edited
Ex: - Standard profile
- Standard Platform profile
Custom profile:
 User can create the custom profile by organization needs
 Custom profile deleted and edited

API Name:
 The way of two and more compute programs communicate with each other
called API Name

CPQ:
• CPQ stand for configure price quote
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• It is a business software application designed for sales team to providing

product options and price with accuracy.

C-configure:
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• Pick out what a customer wants buy

• Show related offers and promotions
P-Price:
• Provide relevant price for specific products
• Setup discount engine
• Allow offers and promotions
• And let system calculate the final price based on customer choice
Q- Quote:
• Pdf that carries details of products
• Services, princess, term and conditions
• Legal and terminations
• Ability to sign online/electronic sign
• Quotes: sales people record and track the various product and price
combinations given to the customer

Picklist:
 It is a drop-down list
 We can enter 1000 options
 At a time, we can select one option
 Length of each option will be 255 characters
 All the options together it will be 15000 characters. We can make first
option as default

Classic Application:
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 Application is collection of tabs.

 Application Classified into 2 types
1. Standard application
2. Custom application
 Standard Application:
1. Application created by the salesforce are called standard application.
2. Standard application can be customized.
3. Standard application cannot delete.
Example:
a) Sales Cloud, Service cloud, Marketing, Knowledge App…
 Custom application:
1. Applications created by the user as per the organization business
requirement are called custom application.
2. Custom application can be customized or deleted as per business
requirements.
 Steps to create custom application:

Setup
|----->Build
|----->Create
|----->Apps
|----->New App
Lighting application:
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Setup
|----->platform Tools
|----->Apps
|----->App Manager
|----->New Lighting App

Objects
 Object is nothing but a table
 Any data we want to store in salesforce, will be saved to objects
 There are 2 types of Objects
1. Standard Object
2. Custom Object
 Standard Object:
1. Any object created by the salesforce to meet the global CRM
requirements is called standard objects
2. Standard application cannot be deleted, they can only customized
Example: Account, Contact, Document, User, etc.

Custom Object:
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1. Object which are created by the user according to his organization

needs are called custom object
2. Objects will fall under model part of MVC (Model-View-Controller)
3. Every object will have 3-character unique ID, based on this salesforce
recognize the object

 Tab:
• Tab basically interfaces between user interface and applications
• A tab is alike a user interface that is used to build records for objects and to
view the records in the objects

 Fields
We can create custom fields in three different ways:
1.Standard Navigation
2.Schema
3.Matadata Soap Webservices

 Standard Navigation:
Setup
|----->Object Manager
|-----> Choose the object
|-----> Fields and relationships
|----->New
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 Schema Builder:
Setup
|----->Object Manager
|-----> Schema Builder
|-----> Choose the object
|-----> Click on Auto Layout
|----->Choose the elements and drag and drop

Data Types In Fields:

1.Check box:
• This type of field can store the value of true or false
2. Date:
• This field can store the instance of particular data in the calendar
3. Date time:
• This field can store data along with the time
4. Time:
• This will store instance of a time
5.Currency:
• This is used to store currency values (dollar or rupees)
• Maximum length is 18 characters (length of integer +length of decimal)
• Ex: 1234.00(4+2), 123456.098(6+3)
6. Geolocation:
• This will store longitude and latitude values
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7. E mail:
• This will store email address
8. Number:
• This is used to store numeric values
• Numerical value can be integer or decimal
• Maximum length is 18 characters
9. Text:
• This will accept alphanumeric data
• Maximum length is 255 characters
• Data should be in single line
10.Text area:
• This is accepting alphanumeric data
• Maximum length is 255 characters
• Data should be in multiple lines
• 11. Text area(long):
• This is will accept alphanumeric data
• Minimum length is 255 characters
• Default length is 32768
• Maximum length is 1,31072 characters
• Data should be in multiple lines

12.Text area (rich):

• This will accept formatted data
• Default length is 32768 characters
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• Maximum length is 1,31072 characters

• Multiple linens data should be
• Formatted data means a line left, alien right, bold, italic….
13.URL:
• This is storing the URL of the page
• Allows users to enter a valid website address
14.Pick list:
• It is a drop-down list
• We can enter 1000 options
• At a time, we can select one option
• Length of each option will be 255 characters
• All the options together it will be 15000 characters
• We can make first option as default
15.Pick list multiselect:
• It is a drop-down list
• We can enter 150 options
• Maximum we can select 100 options
• Length of is 40 characters
• All options together it will be 1500 characters

16. Phone:
• This will store phone number
17.Text(encrypted):
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• Allows users to enter any combination of letters and numbers and store them
in encrypted format
18. Percent:
• Automatically percentage sign is added
19.Formula:
• Formula data type on red-only fields that automatically calculate a value
based on other fields or a formula.
• Formula fields do not store or have actual value. they will be calculated from
the fields of the same object or other linked objects
20. Auto number:
• When auto number data type is selected a system-generated sequence
number that uses a certain display format that we define.
• Auto generated numbers will be increment for every record we create.
21. Roll-up summary:
• Roll-up summary is also a read only field type
• By using this roll-up summary data types, we can make some mathematical
calculations like sum, maximum, minimum values of a fields
22.Lookup:
• Lookup means relation to link the one object to another object
Compact layout:
• Compact layouts control which fields appear in the header
Or
• A tab or highlight panel on top of the record
• Page for each object with specific fields of that object
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Search layout:
• Ordered group of fields that are displayed. When a record is presented in a
particular content such as in search results
Pick list:
• Pick list offers a selection of options available for specific field in a
salesforce object such as a list of regions

Formula Fields and Operations:

1.Simple formula: if you want to write a simple rule using the field of the record

2. Advanced formula: if you write a complexed rule, using the fields of the
records and its master fields using predefined functions

DATE AND TIME FUNCTIONS:

TODAY (): This will return to day date
NOW (): This will return current date and time
MONTH(Date): this will return the month in the given date
YEAR (date): This will return the year in the given date
HOURS (time): this will return
WEEKDAY (date): this will day in the week
TIME VALUE(DATE/TIME): this will return time from date and time
SECOND (): = Return seconds value form of a number from 0 through 60
MILLISECOND: Returns a millisecond value in the form of a number from 0
through 999.
MINUTE: Returns a minute value in the form of a number from 0 through 60.
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Types of Errors:
 There are 2 types of Errors
1. Syntax Error
2. Semantic Error

RELATIONSHIPS:
• Relation between two objects
• Relationship in the way to connect two or more peoples
• Relationship is two-way association between two objects
• It is a part of database system
• There are 5 types of relationships
1. look up relationship
2. Master detail relationship
3. Many to many relationship
4. Self-relationship
5. External lookup relationship

 Lookup relationship: -
• Lookup relation is a data type of a field
• We can create a lookup field on standard object and custom object
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• It is a field type relationship

• Lookup relationship build a relation between two objects
• It is always one step process
• It is a one-to-many relationship
• Lookup create for one object up to 40 relationships
• Lookup is not a required field, cannot support rollup summary in a field and
it is a child and parent relationship
• When you deleting the parent object record, the child object data not
effecting
• It is a loosely coupled relation and child existence does not depending one
parent
• Parent is not required while creating child record
• Lookup is self-relation and it is a optional field
• Lookup fields will store id of the parent

Master detail relationship:

• It is used to when we want to control the display of details records based on
the value in the master record
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• It is a parent child relationship

• A master detail relationship is required field
• Can we either 1 or 2 step process also depending on the situation
• When you deleting the parent object record, then child object data also
deleted
• One object acts the parent and child in a master detail relationship
• Master detail relationship should be used when the relation is tightly coupled
relation, means where child records existence depending on the parent
• The number of master detail relationships that can be used is limited to 2
• Rollup summary field can be created in a master detail relationship, child
record must have a parent
• Sharing rules are inherited from the master to the detail record

Rollup summary:
 A rollup summary field calculate values from related records, such as those
in a related list
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 A rollup summary field is one that aggregates data from a child object to a
parent object that share a master detail relationship
 Relationship field type relationship
 Rollup summary available only parent object it has become a read only field

 SUM: it totals the values of selected field

 MAX: Display the highest value
 MIN: Display lowest values
 Rollup summary field can be created only in object which is referred as
object with a master detailed relationship field
 Rollup summary field can only create for master detail relationship
 Rollup summary cannot be created for lookup relationship
 We cannot change field type of a field that we reference in a roll-up
summary field.
 Auto numbers are not available here.
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 Roll-up summary fields are not available for mapping lead fields of
converted fields.

Many-to-Many Relationship:
 Many-to-many relationships between two objects can be created.
 You can use master detail relationships to model many-to-many
relationships between any two objects.
 Many -to-many relationship allows each record of one object to be linked to
multiple records from another objects.
 Many-to-many relationship build relation between two objects using
junction object.
 EX: If Mr. A leaves the company then data will be deleted, but data is not
deleted in the database.

Junction Object:
 Junction object is a type of a custom object which allows linking to objects.
 It provides many-to-many relationship in two master detail objects.
 It is a custom object where we are not going to create tab.
 If we are going to create tab as visible but for me going to utilize this object
for my requirement not for visibility.
 It can store common data.
 For Ex: Employee relevant data deleted in one object but another object data
is not affected.
Difference between Formula Field & Role of Summary
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 Formula fields calculate values using fields within a single record and rollup
summary fields calculate values from a set of related records, such as those
related in list.
External Look-up Relationship:
 This field is used to connect the external object with another external object.
 External objects and relationships are used to access data stored in an
external system, but without storing them physically in salesforce.
Self-Relationship:
 Self-relationship is nothing but creating relationship between two same
objects.
 This self-relationship is a look-up relationship to the same object.
 When an object has a lookup with itself, then it is a self-relationship.

Data loader:
 Data loader is a ETL tool given by salesforce
 This tool is used to work with bulk data
 This will support up to 5 million records
 This will support the operations of insert, update, upsert, delete, export.
 Data loader will be working as non-atomic (any one the record fail only that
record fails that rest of operations success)

Data import wizard:

 The data import wizard makes it easy to import data from many standard sf
objects, including accounts, contacts, leads, solutions, campaign members
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and person accounts. You can also import data for custom objects you can
import 50000 records at a time.
 The data import wizard tool can be used to import data, update data, or upset
data in to multiple standard objects and custom objects within salesforce.
 The data import wizard is a tool that allow to you import data from csv
(comma separate value) files in to your sf organization. You can use it to
create new records or updating existing records in your organization.

Deference between data loader and data import wizard

 The data import wizard by supports certain standard objects and does not
support opportunities so use the data loader when working with opportunity
record.
 Data import wizard importing up to 50000 records and data loader importing
up to 5 million records.
 Data import wizard can only insert, update, upset, only but data loader used
to insert, update, upsert, delete, export.
 Data loader is asynchronous (we cannot guarantee which order the data
insert) insert and update the data ID is required.

Lead auto response, web-to-lead

Lead auto response:
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 Auto-response rules let you automatically send email responses to lead or

case submission based on the records.
 Ex: You can send an automatic reply to customer to let them know some one
at your company received their enquiry.
There are two types of auto responses.
 Lead auto response rule: Using lead auto response rule we can send
automated email responses to leads created by web-to-lead.
To create a Web-to-Lead response rule, from Setup, enter Auto-Response Rules in
the Quick Find box, then select Lead Auto-Response Rules
Create Auto-Response Rules
1. Click New.
2. Enter the rule name.
3. To activate this rule, select Active.
4. Click Save.
Create rule entries
Web Leads Relation:
Create web-to-lead forms that capture information about visitors to your web site.
The Web-to-Lead functionality in Salesforce generates a form which can be
integrated in your website. This form then captures data which is used to create a
new lead in salesforce.

 Case auto response rule: Using case auto response rule we can send
automated email responses based on case created by
 Self-service portal.
 Customer portal.
 Web-to-case form
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 E-mail to case message.

Note: Auto-Response rule will not trigger if the records are created manually
through UI (User Interface).
E-Mail Template:
 An E-Mail template is a pre-formatted email that you can used to create and
send emails quickly.
 Use email templates in salesforce to increase productivity and ensure
consistent messaging.
 There are two types of E-Mail templates.
1. Classic version E-Mail templates.
2. Lightening version E-Mail templates.

Classic version E-Mail templates:

 You can create four types of Classic E-Mail templates. They are: Text,
HTML, Custom and Visual force.
 You can add text, merge fields, attach files in all those types of E-Mail
templates.
 Classic E-Mail templates are old at powerful way to consider all cases.
 While Lightening E-Mail templates give power to the user to generate and
control email templates. The classic email templates are more controlled.
 They can be used in business automation email alerts.
 They can be packaged and deployed through ANT/SFDX/change-set
(devops).
 Complex data can be displayed leveraging visual force templates.

Lightening version E-Mail templates:

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 Lightening E-Mail templates can have merged fields on the templates based
on the organization details, recipient, sender and related entity or object.
 E-Mail template cannot be packaged i.e., they cannot be retrieved/deployed
via ANT/SFDC/change-set (devops).
 Permissions creating and modifying email templates can be provided at
profile/permission set level.
 Lightening E-Mail Alerts cannot be used in email alerts.

Letter Head:
 A Letter head defines the logo, page colour and text settings for your HTML
email templates
 Use Letter heads to ensure a consistent look and feel in your company’s
emails.
 Letter heads are available in API version 12.0 and later.
 Fields: With the exception of the logo and horizontal and vertical alignment,
all of those fields are required.
Field Name Field Type
Available Boolean
Background colour String
Body Colour String
Footer Letter head header footer
Header Letter head header footer
Middle Line Letter head line
Letter Head Header Footer:
 Letter head Header footer represents the properties of a header or footer.
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Letter head line represents the properties of a line.

Users and Profiles:

Users:
 A user is anyone who login into sales force. Users are employees at your
company such as sales reps, managers and IT specialists who need access to
the employee’s records. Every user has a sales force user account.
 One browser can login one user
 One license will have multiple profiles but one profile must have only one
license and one user only.
 We can use license 2, where it has multiple profiles but user can use only
one profile.
 Ex: Jr. rep, sales rep, sales manager.
 You can take a standard user will have all kind of permissions.
 User cannot be deleted but just only can freeze or active.
 Freeze: User will not be login anymore.
Active: Release the license
Clone:
 Every profile option called as a clone.
 When create a clone of this profiles whatever you have this profile enter
things will be copied and a new profile will be created.

Profiles:
 Profiles will specify what user can access and perform when he login to
salesforce.org.
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 A profile is a collection of settings and permission that define what a user

can do in salesforce.
 A profile controls object permissions, field permissions, user permissions,
tab settings, app settings, visual force page access, page layouts, record
types, login hours and login IP ranges everything controlled by the profile.
 You can defile by user’s job function. Ex: System administrator, developer,
sales representative.
 A profile can be assigned to many users but user can be assigned to single
profile at a time.

There are two types of profiles

1. Standard Profiles: Sales force provide profiles by default. We cannot delete
standard ones.
Ex: System administrator, sales manager
Each of this standard one includes a default set of permissions for all of the
standard objects available on the platform.
1. Custom Profiles: Profiles created by the user as per his organized business
requirement. They can be deleted or edited if there are no users assigned
with the particular one. Every profile is created for specific license and every
profile is clone of any one of the existing profiles

Security:
It is something called as OWD. Security is of two types:
1.Object Level Security: It controlled by the profiles and the permission sets.
There are the four possible uses for the object you can have
Read: We can read on existing object record.
Create: We can create a new record for particular object.
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Edit: Edits the existing object record.

Delete: You can delete existing object record.

2.Record Level Security: It controlled by the OWD/sharing settings.

OWD (Organization Wide Default):
 Like that object permissions and levels of object permissions.
 It specified the default level of access of records.
 Public Read/Write: All users can view, edit and report on all records
 Public Read only: All users can view and report on records but not edit
them. Only the owner and users above that role in the hierarchy can edit
those records.
 Private Only: the record owner and users above that role in the hierarchy can
view, edit, and report on these records.
 Public Read/Write/Transfer: Only available for leads or cases.
 View all: Permissions to view all the data in an object.
 Modify all: Permissions to modify all the data in an object.

Manual Sharing:
One record of the account shared to another user is called manual sharing. Manual
sharing gives other users access to certain types of records, including accounts,
contacts, and leads.
1. Click Sharing on the record you want to share.
2. Click Add.
3. From the drop-down list, select the type of group, user, role, or territory to
add.
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4. Choose the specific groups, users, roles, or territories requiring access by

adding the names to the New Sharing list.

Roles and Hierarchies:

 A role controls the level of visibility that users have to access an
organization data.
 Hierarchy states that higher hierarchy person can see the lower hierarchy
person records.
 This will specify hierarchy of the data model and where you stand in the
hierarchy.
 Now, in the data model where you stand which data you can see which data
you cannot see. It is the hierarchical data.
 If you want to delete any row sub-ordinate role should be deleted.
 We can see the role structure in 3 ways.
Tree view
List view
Sorted list view.
 Every user can have only one role. User can create without role; without
profile we cannot create a user.

 Create a Role Hierarchy

1. From Setup, enter Roles in the Quick Find box, and select Roles.
2. Select Set Up Roles and click Expand All.
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3. Below CEO, click Add Role, and then complete the new role details.
4. Click Save & New.
5. Complete the next new role information.
6. Click Save & New.
7. Complete the next new role information. Just below the name of the
company, click on the button “Add Role”. Inside of the label box type
“CEO” In the “this role Report to” badge, click on the lookup icon and then
click on the “select” just next to the Org.

Quick Action
What is salesforce Quick Action:
Quick actions in salesforce provides convenient access of records to the users.
With the quick actions we can create or update records, send a mail or log a call
directly from parent object.

Buttons & Links

It helps you integrate Salesforce data with external URLs, applications, your
company's intranet, or other back-end office systems.

Buttons:
 Used to connect users to external applications, such as web pages, and
launch custom links
 We can customize the button action as per the business needs
 A custom list button an object and record detail page
 We can add a button detail page
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 Buttons are used for actions that effect the website’s front end or backend
links and actions the click on the new buttons and links create a New Button

User level Security & Profile level Security

User level security
Provides the simplest way to control which users have access to which data. By
setting permissions on a particular type of object, you can prevent a group of users
from creating, viewing, editing, or deleting any records of that object.
Profile level security
Provides the simplest way to control data access. It prevents a user or group of
users from creating, viewing, editing, or deleting any records of an object by
setting permissions on that object.

Field level:
 Which fields user will able to see, which fields user not able to see, which
fields value able to edit in the use, which fields values not able to edit the
user
 Profile can be control the field level access.
 Field level security or permission control whether a user can see, edit and
delete the values for a particular field on object.
Buttons:
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 Used to connect users to external applications, such as web pages, and

launch custom links
 We can customize the button action as per the business needs
 A custom list button an object and record detail page
 We can add a button detail page
 Buttons are used for actions that effect the website’s front end or backend
links and actions the click on the new buttons and links
Create a New Button
 Click the gear icon on the top-right corner.
 Click Setup.
 Click the Object Manager tab.
 Select Opportunity.
 Click Buttons, Links, and Actions in the left navigation.
 Click New Button or Link.

Difference between Buttons & Links

 List button - Appears on a related list on an object record page.
 Detail page link - Appears in the Links section of the record details on an
object record Page.
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Assignment rule:
 Assignment the lead/case record to either a user or a queue manually is a
difficult process when we have more lead or case record it will be time
consuming
 To above problems we can make this process automated by using
“assignment rule”
 Assignment rule are used to assign a lead or case record to either user or
queue based on user define conditions
 We can transfer ownership of the record to specified user or queue
dynamically at run

Salesforce provide two types pf assignment rule

1. lead assignment rule
2. case assignment rule
Lead Assignment Rule
 By using lead assignment rule we can assign a lead to either a user or queue
dynamically at runtime based on user define criteria
 Each assignment rule will have one or more rule entry’s/conditions
 Rules entries or condition indicate rule criteria to assign a lead to user or
queue

Workflows:
 Work flow rule is an automated action which is performed when is met or a
criterion met.
 Work flow rules define an object
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 Work flow rules are automated process to send email alerts, to assign task, to
update fields.
 Workflow rules will execute based on some criteria and evaluation rules.
 Rules:
1. Simple Rule: Based on the fields with simple operators. If u want to create a
simple rule field of object.
2. Advanced Rule: Based on the formula

Workflow actions:
1.Immediate Action: Rule executes immediately when a record matches the
criteria.
There are four types of actions.
i. Field update: Updates value of a fields of a record.
ii. E-Mail Alert: Send an email to one or more recipients.
iii. Task: Assign a task to user. Task can be created on those custom objects
which allow activities enable.
iv. Out bond message: Sends a secure, configuration API to designated list
once.

2.Time dependant action: Rule always queues when a record matches the criteria
and executing according to the time trigger
1. When a workflow rule triggers its time dependant actions are placed in the
workflow queues.
2. Use the criteria to monitor queue.
Workflow criteria:
1.evaluation criteria:
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 create: whenever new record is created go to check the condition. If modify

the record it will not check the condition
 create and every time its edited: whenever a new record is created or every
time the existing record is modify it will check the rule
 created and any time its edited to subsequently: if a record already met in
the condition. If you try to modify record do not check the condition
2 Rule criteria:
 the criteria are met
 formula evaluates

Process builder:
 in a single process can have multiple flows
 process builder is basically an automated tool that allows you to control the
order of actions or evaluate the criteria for a record. Process builder can
combine multiple workflows in to a single process and can a chain of
criteria, if than statements.
 Child records can be updating process builder.
 Both chatter groups and email alerts can be notified using process builder.
 Use of process builder: process builder is used for automating your
business process without writing even single line of code.
 Why process builder: the process builder is more flexible in comparison to
the workflow. In workflow rule cannot update child records, post chatter,
auto submit records in approval process, invoke on apex or call flows.
 Process builder is the next version of a workflow tool. You can implement
all the workflow actions except outbound mgs, using process builder
provides some additional features to accomplish complex flows.
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Actions:
 1. Create record: create a record by manually entering values or by using
values of related records
 2. Update any related records: update one or more records that are related to
the records that started the process-by manually entering values or by using
the values from related records,
 3 Quick actions: create a record, update a record, or log a call by using an
object specific or global action that you or another administrator created for
your organization.
 4 Launch a flow: launch a flow from your process to automate complex
business create flows to perform logic and enables events triggers the flows
via processes without writing code.
 5. Send a email: easily send an email from a process by using an email alert.
Email alerts are configured outside of the process builder and contain the
standard text, list of recipients, and template for the email.
 6. post-to-chatter: post to the feed of user a chatter group or the record that
started the process.
 7. Submit for approval: submit the record that started the process for
approval.
 8. Apex

Approval process:
 Approval process done by a specific object.
 Approval process in salesforce is a combination of steps for a record to be
approved/rejected either by user, queue, or public group.
 An approval process also specifies the actions to take when a record is
approved, rejected recalled or first submitted approval.
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 Example: when an employee creates a time-off request have to the

employee’s manager.

Actions in the approval process

Initial submission action: initial submission actions are the actions that occurs
when a user first submission a record for approval by default, an action to lock the
record runs
1. automatically on initial submission. Initial submission actions can include
any approval actions such as email alerts, field update, task, or outbound
mgs.
2. Final approval process: final approval action are the actions when a record is
approved from all the approval steps. If also lock or un locks the records as
specified. it can include any approval actions such as email alert, field
update, tasks, or outbound mgs.
3. Final Rejection Approval Process: final actions are the actions when a record
is rejected from any of the approval steps. It also locks or unlocks the record
as specified it can include any approval actions such as email alert, field
update, tasks, or outbound mgs.

REPORTS AND DASHBOARDS

Reports: A report is a list of records that meet the criteria you define. It's
displayed in Salesforce in rows and columns, and can be filtered, grouped, or
displayed in a graphical chart. Every report is stored in a folder. Folders can be
public, hidden, or shared, and can be set to read-only or read/write.
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There are four types of reports that you can create in Salesforce: Tabular,
Summary, Matrix and Joined. Each one is best suited to show different types of
data, depending on what you want out of a report.
• Tabular Reports: This is the most basic report format. It just displays the row
of records in a table with a grand total.
• Summary Reports: It is the most used type of report.
• Matrix Report: It is the most complex report format.
• Joined Reports.
Dashboards: Dashboards are graphical representations of reports. It shows data
from source reports as visual components. These components provide a snapshot
of key metrics and performance indicators of the organization at a glimpse.
Salesforce Dashboards are two types dashboard and Dynamic Dashboards.
Dynamic Dashboard in Salesforce are used to display information to a specific user
using Security settings. Salesforce Dashboards are stored in Folders.
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