Module 1: Salesforce Basics -

Set Up, Manage & Securing

Salesforce platform basics

Prepare your salesforce org for users

User management
Customize an org to support a new
business unit
Identity basics
 Basics of Salesforce Platform
• The Salesforce Platform is a powerful, cloud-
based software platform that helps organisations
manage customer relationships, sales, marketing,
service, and various other business functions.
• It is primarily known for its Customer
Relationship Management (CRM) capabilities
but also includes a wide range of tools for
application development, business automation,
and analytics.
 Products offered by Salesforce
• Sales Cloud: Helps businesses manage their sales processes,
including lead tracking, opportunities, accounts, and contacts.
• Service Cloud: Aimed at customer service teams, this product
streamlines case management, customer support, and help desk
functions.
• Marketing Cloud: Provides tools for automating marketing
campaigns, managing customer journeys, and conducting
analytics.
• Commerce Cloud: A platform for managing online sales,
providing tools for e-commerce, customer personalization, and
order management.
• Experience Cloud: (formerly Community Cloud) allows
businesses to create branded portals, forums, and websites for
customers, partners, and employees.
• Analytics Cloud: Also known as Tableau CRM, this product
allows users to visualize and analyze data, providing insights
and decision support.
• Health Cloud: Tailored for the healthcare industry, this solution
 Key features of Salesforce platform
• Customization and Configuration: Salesforce allows businesses to
tailor the platform to their specific needs. Users can create custom
objects, fields, and workflows without needing to write code. For
more advanced customization, developers can use Apex (Salesforce's
programming language) and Visualforce (a framework for creating
custom user interfaces).
• AppExchange: Salesforce’s marketplace for third-party applications
and integrations. Users can install pre-built apps or components to
extend Salesforce’s functionality.
• Lightning Experience: The modern, user-friendly interface of
Salesforce offers a more intuitive way to interact with the platform. It
includes drag-and-drop features and customizable dashboards
 Key features of Salesforce platform
• Automation: Salesforce offers tools for automating business
processes, such as Process Builder, Workflow Rules, Flow, and
Apex Triggers. These tools help automate tasks like sending
emails, updating records, and triggering notifications.
• Reports and Dashboards: Salesforce includes powerful reporting
tools to track key performance indicators (KPIs), customer insights,
and business analytics. Dashboards allow users to visualize data in
a variety of ways (e.g., charts, tables, and graphs).
• Artificial Intelligence (AI) – Einstein: Salesforce Einstein is the AI
component of the platform. It provides tools for predictive
analytics, recommendations, lead scoring, and natural language
processing (NLP). It helps businesses use data to make smarter
decisions.
 Salesforce Development
• Apex: A programming language similar to Java, used to write custom
business logic on the Salesforce platform (e.g., triggers, classes).
• Visualforce: A framework used to build custom user interfaces within
Salesforce. It is especially useful for creating pages that require more
customized layouts than the standard Salesforce UI.
• Lightning Web Components (LWC): A modern JavaScript framework
for building custom components in Salesforce. LWC is the future of
custom development in Salesforce, offering better performance and
a more modern approach compared to Visualforce.
• Salesforce DX: A set of tools designed for modern software
development processes like version control, automated testing, and
continuous integration (CI). It helps teams manage and deploy
changes in a more agile way
 Administration
• User Management: Admins create and manage user
profiles, permissions, and security settings to ensure
proper access control.Customization: Admins can create
and modify custom fields, objects, and page layouts.
They also set up business rules and workflows to
automate processes.Reports and Dashboards: Admins
are responsible for creating custom reports and
dashboards that meet business needs.Data
Management: Admins manage the import, export, and
quality of data. Tools like Data Loader and Data Import
Wizard are used to handle large volumes of data.
 Ecosystem and Intergration
• Salesforce APIs: APIs such as the REST API and SOAP API enable
integration with other systems (e.g., ERP, marketing automation
tools).
• MuleSoft: A subsidiary of Salesforce, MuleSoft provides an
enterprise integration platform to connect Salesforce with other
applications, both on-premises and in the cloud.
• AppExchange: As mentioned earlier, AppExchange offers a wide
range of pre-built integrations with external systems, enabling quick
deployment of solutions without custom coding.
• Salesforce has mobile apps available for both Android and iOS. The
Salesforce mobile app allows users to access and manage customer
data, track sales, manage cases, and perform other functions on the
go. It provides a native mobile interface tailored for mobile devices,
and also supports offline functionality.
 Security and Data Privacy
• Encryption: Salesforce supports encryption of data both at rest
and in transit.
• Multi-Factor Authentication (MFA): Helps improve security by
requiring a second form of authentication for user logins.
• Data Sharing and Visibility: Admins can set granular security
settings, including record-level security, object-level security,
and field-level security, ensuring that sensitive data is only
accessible to authorized users.
• Compliance: Salesforce complies with several standards and
regulations like GDPR, SOC 2, HIPAA, and others, making it
suitable for industries like healthcare, finance, and government
 Community and Support
• Salesforce has a large and active global community, providing a
wealth of resources for learning and support:
• Trailhead: Salesforce’s free learning platform that offers
interactive tutorials and certifications. It's a great way for both
beginners and experienced professionals to learn Salesforce
skills.
• Salesforce Success Community: A forum where users,
developers, and admins can ask questions, share knowledge,
and connect with others.
• Salesforce Support: Salesforce provides a range of support
options, including 24/7 customer support, a knowledge base,
and developer support for technical issues.
 Cloud Models Used
• Salesforce primarily operates on a multi-
tenant cloud architecture and utilizes the
Software as a Service (SaaS) model as its core
offering. In addition to SaaS, Salesforce also
incorporates other cloud models, including
Platform as a Service (PaaS) and
Infrastructure as a Service (IaaS), depending
on the needs of its users.
 Software as a Service (SaaS)
• What it means: SaaS delivers ready-to-use software over the
internet
• .Salesforce SaaS Offerings:Sales Cloud (CRM for sales processes)
• Service Cloud (Customer support and service management)
• Marketing Cloud (Marketing automation)
• Commerce Cloud (E-commerce platform)
• Financial Services Cloud and Health Cloud (Industry-specific
solutions)
• Why SaaS: Businesses can use these tools without installing or
maintaining hardware/software, paying a subscription fee
instead.
 Platform as a Service (PaaS)
• What it means: PaaS provides tools and frameworks for
developers to build, test, and deploy applications.
• Salesforce PaaS Offering:Salesforce Platform (Force.com):
A development platform for building custom applications.
• Heroku: A cloud platform for deploying, running, and
managing applications built in various programming
languages.
• Lightning Platform: A low-code development environment
for building apps quickly.
• Why PaaS: Salesforce enables developers to customize and
extend existing solutions or build new apps.
 Infrastructure as a Service (IaaS) (Indirect
Use)
• What it means: IaaS provides virtualized
infrastructure (e.g., servers, networks, and storage).
• Salesforce and IaaS:Salesforce itself does not act as
a direct IaaS provider. However, it uses underlying
IaaS providers like Amazon Web Services (AWS) and
Microsoft Azure to host and scale its infrastructure
globally.
• For customers requiring integration with other
cloud infrastructure, Salesforce supports hybrid and
multi-cloud environments.
 Multi-Tenant Cloud Architecture
• What it means: In a multi-tenant architecture,
multiple customers (tenants) share the same
cloud infrastructure and resources while
keeping their data isolated and
secure.Salesforce Implementation:All
Salesforce users share a single platform, but
each organization's data remains private.
• This allows for seamless updates, better
resource utilization, and cost savings.
• Salesforce’s cloud model spans across:
• SaaS for ready-to-use applications like Sales Cloud
and Service Cloud.
• PaaS for app development via platforms like
Force.com and Heroku.
• Underlying IaaS via partnerships with AWS and
Azure for global scalability.
• Multi-Tenant Architecture to maximize efficiency
and cost-effectiveness.
• This combination makes Salesforce a versatile and
scalable cloud solution for businesses of all sizes.
User Management in Salesforce

Information shared from Salesforce

Authorized Learning Management
System
 Types of Users
• System Administrator – Performing all
managerial tasks in salesforce

• (Code) Developers – Create applications as per

the consumer requirement and controls the
responsibilities

• Production unit – End users who involve in the

created applications (External / internal)
 User Account
• Username
• Email Address
• Names (First & Last)
• Alias (By default in salesforce)
• Nickname
• License – determines which all features a user can
access in salesforce (Salesforce Licensing)
• Profile (eg. default record types, login IP ranges)
• Role – “what’s the place in hierarchy” – lower role
person can’t see details of people above their level
 Modify Users
• As the org grows, inclusion of more employees and
other users will rise
• The Sys. Admin can add users
• No of users depend on the edition of license
• In case of suspecting a specific user’s account, the admin
can freeze the a/c.
• Freezing prevents user to login their account but hold
their license in the org.
• Deactivation leads to release of the license and make it
available for the org. (Deleting is not provided)
 Hands-on exercise
• User Management  Add Users
 Customize an Org.
• Manage User Access:
– Create new user
– What all the information needed?
– Additionally
• Manage Chatter Groups:
– In the corporate network, people can chat among
their teams and work together for their projects
– Access type: public / private
 Customize an Org.
• Customizing any fields:
– Depends on the org needs
– Avoid giving standard Salesforce names (eg.Email)

• Creating support process:

– Needs at any point, to support the customers for
making changes
– Just it may be an enquiry, which can be addressed
without any solutions
 Customize an Org.
• Creating Template:
– Teams works need not be same all time
– Their customer response also be changing wrt time
– A logo, template, content all to be framed as a std.
format
– Emailing with created formats
• Automation of business
– Helps in time saving
– Checks for any redundancy
– Prioritize the tasks based on the arrival process