SLAES FORCE HAND BOOK

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Community Praise for the Salesforce Handbook

“The developer.force.com community is the best resource for anyone wishing to learn more about the Force.com platform. Jeff Douglas and Wes Nolte, are two of the communities most active and respected members. The Salesforce Handbook is as close as you can get to bottling the combined experience of Jeff and Wes into a book designed to get new developers building apps in no time. They just made my job so much easier!”

Quinton Wall Developer Evangelist, salesforce.com

“This book is great! I've been a Salesforce Admin for over 4 years and I thought I knew a lot. But I started to expand my knowledge the minute I began reading this book. It's well written and really is the perfect fit between the Dummies series and Visualforce guides. In my opinion it's a must have for any admin!”

Mike Gerholdt Popular Salesforce.com blogger /Certified Advanced Administrator

“This is a pragmatic and clear guide to using Force.com and building applications in the cloud. Jeff and Wes spend their days building awesome applications on the platform, and this experience and skill is very apparent throughout the book. A must read!”

Jon Mountjoy Community Manager & Editor-In-Chief, salesforce.com

“The Handbook provides a broad, high-level view of the Force.com platform with all of the information you need to get started. It's a definite asset to any new administrator or developer.”

Ron Hess Developer Evangelist, salesforce.com

“Online searches for Salesforce related topics will inevitably lead you to Wes or Jeff's blog. To have their knowledge captured in a single, thorough reference is simply awesome.”

Mike Leach Business Applications Development, Facebook

“The Salesforce Handbook is an essential reference tool for any Force.com developer, whether you're a seasoned pro or a beginner. Jeff and Wes describe routines and strategies most needed in Enterprise Force.com development.”

Kyle Roche President & CEO, Isidorey Cloud Solutions

“The Salesforce Handbook is priceless. For new and experienced force.com developers alike, this book is a 'must have'.”

Scott Hemmeter Owner, Arrowpointe Corp.

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“Indispensable resource that skillfully explains the advantages of cloud computing, provides best practice for coding in the cloud, not to mention provides many great tips and recipes that will keep even seasoned Force.com developers continually coming back for more. A book you can't afford not to have!”

Joel Dietz CEO, Titania, Inc.

“The handbook is an excellent resource for the administrator seeking to improve skills and for the beginning developer, whether a trained programmer or an administrator. The handbook provides a bridge from administration to development for Salesforce CRM power users, and introduces the platform to novices. It should be a part of any discussion on Force.com 101.”

David Schach President, X-Squared On Demand

“An essential guide to Salesforce.com; from honing the skills you already have to stretching you to try things with Salesforce you thought ‘only developers’ could do. Jeff and Wes provide information and instruction that's not only easy to grasp but the kind of things that will make you a Salesforce.com hero in your organization. It's the ‘I've got Salesforce, so now what’ guide to applying the power of the cloud to real business situations and making the most of your Salesforce investment.”

Jeff Grosse Founder, crmfyi.com & The Salesforce Channel

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Salesforce Handbook

A newcomer’s guide to building applications on

salesforce.com and the Force.com platform

Jeff Douglas & Wes Nolte

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Salesforce Handbook

All rights reserved. No part of this work may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage or retrieval system, without the prior written permission of the copyright owner and the publisher.

ISBN 978-1-4461-0853-6

Printed and bound in the United States of America

Trademarked names may appear in this book. Rather than use a trademark symbol with every occurrence of a trademarked name, we use the names only in an editorial fashion and to the benefit of the trademark owner, with no intention of infringement of the trademark.

The information in this book is distributed on an “as is” basis, without warranty. Although every precaution has been taken in the preparation of this work, neither of the authors shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the information contained in this work.

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For Cathy, the one person that I simply can’t live without.

I love you. —JD

For Mum, Dad and Woni - who will have neither interest nor

understanding of the contents of this book, but who I know

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Salesforce Ideas ... 45 Salesforce Answers ... 45 Salesforce Mobile ... 45 Customer Portal ... 45 Partner Portal ... 46 Salesforce to Salesforce ... 47 Force.com Sites ... 47 Standard Objects ... 47 Account ... 47 Person Account ... 48 Contact ... 48 Lead ... 49 Campaign ... 49 Opportunity ... 49 Quote... 50

Product and Price Book ... 50

Case ... 50 Custom Objects ... 51 Types of Orgs ... 51 Production Org ... 51 Sandbox Org ... 51 Developer Org ... 52

Partner Developer Org ... 52

Pre-release Org ... 52

Where Should You Develop? ... 53

Getting Started with Salesforce.com ... 55

Managing Users ... 55

Profiles ... 55

Roles ... 56

Groups ... 57

Securing and Sharing Data ... 57

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Field-Level Security ... 57

Record-Level Security ... 57

Field Accessibility ... 60

Record Types ... 62

Automate Business Processes with Workflow ... 63

Developing Approval Processes ... 65

Formulas ... 68

Syntax ... 68

Cross Object Formulas ... 70

Where Do I Use Them? ... 70

Workflows & Business Rules ... 72

Visualforce ... 73

Limitations ... 73

Best Practices ... 74

Examples ... 75

Validating User Input ... 76

Building Public Websites ... 77

Going Global ... 78

Divisions ... 79

Locale ... 79

Currencies ... 80

Advanced Currency Management ... 81

Translating the User Interface ... 82

Using Analytics ... 83

Running Dynamic Reports ... 84

Custom Report Types ... 85

Dashboards ... 85

Analytic Snapshots ... 87

Overriding Link, Tabs and Labels ... 87

Sending Mass Email ... 89

Importing Data ... 89

Deploying Code to Production ... 91

Force.com IDE ... 91

Force.com Migration Tool ... 91

Unmanaged Packages ... 92

Change Sets ... 92

Storing Application Metadata ... 93

List Custom Settings ... 93

Hierarchy Custom Settings ... 94

Monitoring your Org ... 95

Debug Logs ... 95

Email Logs ... 95

Login History ... 95

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Time-Based Workflow Queue ... 96

Scheduled Jobs ... 96

Outbound Messages ... 96

Apex Job Queue ... 96

Import Queue ... 96

Mass Email Queue ... 96

Case Escalation Rule Queue ... 96

Entitlement Process Queue ... 96

Bulk Data Load Jobs ... 97

Google Integration ... 97

Add Google Docs to Salesforce.com ... 97

Google Docs Tab ... 97

Gmail to Salesforce.com ... 97

Gmail Buttons and Links ... 98

Google Talk Sidebar Component ... 98

Google AdWords ... 98

Working Remotely... 98

Force.com Connect for Microsoft Office ... 98

Salesforce for Outlook ... 99

Force.com Connect for Lotus Notes ... 99

Force.com Connect Offline ... 99

Programmatic Development Tools & Strategies ... 101

A New but Familiar Development Infrastructure ... 101

That’s Old School ... 101

Developing in the Clouds ... 102

The Importance of Metadata ... 104

The Right Tool for the Right Job ... 104

Developing Applications on the Force.com Platform ... 104

Deploying Applications on the Force.com Platform ... 118

Developing Applications that Scale ... 122

Testing Applications on the Force.com Platform ... 124

Analysis and Maintenance on the Force.com Platform ... 128

Tools to Assist Productivity & More ... 132

Application Support on the Force.com Platform ... 133

Programmatic Development Languages ... 137

MVC in the Cloud ... 137

The Model ... 138

Data Creation, Manipulation, Update and Deletion ... 139

Data Retrieval using SOQL and SOSL ... 140

The Controller ... 150

The Apex Programming Language ... 150

CRUD Operations ... 155

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Scheduling Apex ... 193

Batch Apex ... 196

Governor Limits ... 199

Debugging Apex ... 201

The View ... 202

The System Architecture ... 203

MVC: Bringing it all Together ... 205

When would you use Visualforce? ... 206

Advantages of Using Visualforce ... 207

Visualforce Controllers ... 208

Visualforce Page Syntax ... 221

Output Components ... 222

Static Resource in Visualforce Pages ... 229

Visualforce & the Web ... 230

Visualforce Email Templates ... 232

Mobile Visualforce Pages ... 232

Security ... 233

Order of Execution ... 234

Visualforce View State ... 234

Development Best Practices ... 235

Apex ... 235 Triggers ... 235 Visualforce ... 236 Unit Testing ... 236 Miscellanea ... 237 Global Variables... 237

Functions & Operators ... 237

Integration with the Cloud ... 239

Path 1: AppExchange ... 240

Publishing to the AppExchange ... 240

The AppExchange from a Consumers Perspective ... 241

Path 2: Build Your Own ... 244

SOAP Based Web Services ... 244

RESTful Web Services ... 252

Deployment and Modifying the Model with the Metadata API ... 256

File-Based Metadata API Calls ... 257

Force.com Web Service Connector (WSC) ... 258

Tolerado ... 258

OAuth ... 258

Path 3: Native ERP & Desktop Connectors ... 259

Path 4: Middleware Connectors ... 259

Path 5: Toolkits ... 259

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Self-Service Portal Toolkit for PHP 5 ... 260

Standalone PHP Bulk API Client ... 260

AJAX Toolkit ... 260

Adobe Flash Builder for Force.com ... 260

Salesforce Python Toolkit ... 261

Force.com Toolkit for Google Data APIs ... 261

Force.com Office Toolkit ... 261

Force.com for Google App Engine ... 261

iOS Toolkit for Force.com ... 261

Force.com for Amazon web services ... 261

Force.com for Facebook ... 261

ActiveSalesforce ... 262

Perl Toolkit ... 262

Force.com for PayPal X Payments Platform ... 262

SalesforceCFC - A ColdFusion Toolkit for Force.com ... 262

Advanced Development Examples ... 263

Using External ID Fields ... 263

Visualforce Component Ids & JavaScript ... 266

Passing JavaScript Values to Apex ... 267

ActionSupport with Facets and JavaScript ... 268

Passing Parameters with a CommandLink ... 271

Passing Parameters with a CommandButton ... 272

Using Anonymous Code Blocks ... 274

Use an Inline Visualforce Page with Standard Page Layouts ... 275

Apex Search with Checkbox Results using a Wrapper Class ... 279

Dependent Multi-level Pick Lists ... 285

Uploading a Document using Visualforce ... 289

Uploading an Attachment using Visualforce ... 292

Visualforce and CSS ... 295

Redirecting Users to Different Visualforce Pages ... 297

RESTful Web Service Callouts using POST ... 300

Force.com & Case-Sensitivity ... 301

Calling a REST Web Service (XML) ... 303

Calling a REST Web Service (JSON) ... 307

Locking sObject Records ... 314

Automating Approval Processes with Triggers ... 315

Enhancing the Lead Conversion Process ... 316

Using Email Templates with Apex ... 319

Writing an Inbound Email Service ... 320

Unit Tests & Code Coverage ... 323

Programmatically Creating Sharing Rules ... 328

Rolling Back Transactions with Database Savepoints ... 332

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Working with Person Accounts ... 335 Summary ... 343

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Foreword

ou’ve just picked up a book on Salesforce and the Force.com platform—welcome to the ground floor in our industry’s shift to cloud computing.

Few would disagree that the development of consumer and enterprise applications has been completely transformed by the emergence of cloud computing over the past several years. First came a revolution in application delivery—the idea that applications could be delivered as a service over the internet, without any software to install or maintain. Then came a revolution in application infrastructure—the idea that developers could consume raw computing and storage capabilities as a service, without any physical infrastructure to deploy or maintain.

Now we’re seeing a revolution in application platforms—giving developers the ability to build applications using higher-level building blocks, without any concept of the underlying physical machine or database. Force.com is the leading platform as a service, and represents a major contribution in our industry's shift to the cloud. Here’s why Force.com is so important to everyone in the technology ecosystem:

To the enterprise

On-premise platforms are lousy for custom application development. You spend lots of time planning and then building your development and deployment stack-- all before you write a single line of code that your end users actually care about. And once you’ve actually deployed, you can't take advantage of future platform capabilities without expensive customizations and rewrites. This kind of wasted effort has fueled the growth an entire industry of service providers, with busloads of consultants to build and maintain custom applications.

Building on Force.com is different. Across Appirio's 200+ enterprise customers, we see savings of over 50% on operating costs and up to 5x improvements in time-to-market when building custom apps on cloud platforms. For one publishing client, we built a custom application that automated their entire publishing process in less than 6 months. Their estimate for doing this using on-premise platforms was over 3 years. In terms of ongoing cost/productivity improvements, they have estimated a 50-75% reduction in the time and effort it takes to add new products. And since the application is built on the Force.com platform, upgrades are seamless and the platform gets better over time, all for no additional cost.

To application vendors

Force.com is as disruptive to standalone SaaS vendors as Salesforce.com was to on-premise CRM vendors. Force.com changes the economics of building packaged applications-- we experienced this firsthand at Appirio building a packaged industry-specific application 100% on Force.com. Within 6 months, we were winning deals from established competitors... even those who were committed to the SaaS model. The fact is that its hard work to be a stand-alone SaaS vendor-- you spend up to 80% of your R&D dollars on infrastructure and operations...

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just “keeping the lights on.” We were able to focus 100% of our engineering on the business functionality our customers cared about. And when Salesforce released its “Chatter” social networking functionality, our application instantly became the only “social” application in the market.... a feature-set that will take our competitors dozens of developer years to replicate on their own platforms.

One frequently heard sentiment is that nobody can build a “big” business using someone else’s platform. This is nonsense. Lots of big businesses have been built using the platform capabilities of others (e.g., on the Oracle database platform). There's no reason for this to change. Plenty of great businesses will be built throughout the cloud value chain, including platform providers, tools providers, and platform consumers that deliver business value directly to the customer.

To the rest of the ecosystem

SaaS is just starting to penetrate the full business application market, a $50-100B market that includes ERP solutions. More great businesses will built in the market for SaaS applications, and some of these companies will build their offering using the capabilities of a platform delivered as a service. But cloud platforms like Force.com also impacts the much larger business “solutions” market, composed of the software and services that companies consume to develop customized solutions. This market is 3-4 times larger than the market for business applications — generally estimated by analysts at $200-300B. And that's just the beginning-- the market for hardware and infrastructure is also impacted by cloud platforms. These markets are seeing a dramatic concentration in their buying base, and some competition or substitution from companies they never would have expected, such as salesforce.com running its global customer base using only a few thousand servers. All told, platform as a service stands has the potential to disrupt $1 trillion of IT spending.

The implications?

These are fundamental changes in application development that are just starting to be recognized by the broader development community. The fact that you're holding this book means that you have the opportunity to participate in this once-in-a-generation shift to a new IT architecture. Most developers out there don’t know that they don’t need to buy hardware and software anymore in order to develop and deploy world-class web applications. But you will.

Enjoy this fantastic introduction to the world of developing on salesforce.com's Force.com platform—I look forward to seeing the applications that you develop!

Ryan Nichols VP Product Management & Marketing, Appirio Appirio (www.appirio.com) is a cloud solution provider offering products and professional services that help enterprises accelerate their adoption of cloud applications and platforms. Appirio's innovation and expertise has been recognized by Businessweek as one of America's Most Promising Startups and by AlwaysOn as On-Demand Company of the Year. Appirio has helped more than 180 leading enterprises implement, build and manage mission

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critical cloud solutions using salesforce.com, Google, Workday and Amazon. We are proud to serve a wide range of customers such as Avago, the City of Los Angeles, Diversey, Dunkin Brands, Flextronics, Japan Post Network, Ltd., IMS Health, Motorola, Qualcomm, RehabCare, Safety Kleen, Starbucks and VMware, as well as the 5,000 companies that use Appirio's products to connect and extend cloud platforms. Founded in 2006, Appirio has offices in the U.S. and Japan, and is backed by Sequoia Capital and GGV Capital.

Ryan Nichols runs product management and marketing for Appirio, and has driven the growth of Appirio's products that connect and extend cloud platforms, now used by over 5,000 companies. Ryan has nearly 15 years of experience bringing together business strategy and technology in the enterprise. He joined Appirio from SAP's corporate strategy group, in the office of the CEO, where he led projects to define and execute SAP's product, platform, and M&A strategy. Previously, Ryan's background spans consulting and business software. He was a management consultant for McKinsey & Company, serving over a dozen leading financial services and technology clients. He led professional services for an analytics software startup, delivering inventory and pricing analytics software and services to retail and CPG clients.

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manner of ingenious ways. His trail-blazing employment of the Force.com platform has been hugely advantageous to many of his peers in the Salesforce arena.

As the head of Cloud Computing at Telegraph Media Group, one of the most renowned media companies in the world, Wes has access to cutting edge tools long before they’re accessible in the mainstream allowing him to dabble to his heart’s delight.

Wes spent 27 years living in South Africa but now resides in North London where he feeds the ducks to relax and cycles in appropriately skinny jeans.

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Acknowledgements

riting this book was a great experience for both Wes and myself. As this was my second and Wes’ first printed publication, we had a lot to learn about the process. Even though we live on different continents and have never met in person, the magic of the Internet allowed us to work together smoothly and (semi) efficiently. What a great time we live in.

We wanted to write a book that provides a high-level overview of salesforce.com and the Force.com platform that is both easy to understand and highly informative. Hopefully the information we present will provide you with a good starting point and allow you to drill down into portions of the platform that interests you. As with most endeavors, we couldn’t do it alone and would like to thank some of the key people that made this book possible.

First and foremost, we’d like to thank our friends and family that spent countless weekend and evening hours helping us put this book together. Thanks to my wife, Cathy, for putting up with my crazy working hours and not killing me in the process. Even though she resists any type of new technology, she went so far as to proofread every chapter before we sent the book to print. She’s a keeper. And thanks to Wes’ fiancée Gerosha who (even as a developer in the hectic finance sector) played the role of muse, photographer and editor without even sighing a complaint.

Next, we’d like to thank everyone in the salesforce.com community for reviewing our book, providing feedback and supporting us through our blogs, Twitter and various message boards. It’s a great community of passionate and supportive people and one of the things that makes salesforce.com so special.

Also, thanks to Appirio and Telegraph Media Group for not only paying us a descent wage in return for our services, but for providing an environment where we have the opportunity to expand our boundaries and write this type of book. We’d especially like to thank Ryan Nichols, VP Product Management & Marketing for Appirio, who wrote the fantastic Foreword for our book. Ryan is a thought leader in the cloud computing space and we’re honored to have him take an interest in our book.

And lastly, a big thanks goes to salesforce.com for making such a great product. Without their efforts we’d probably be doing something less sexy right now, like working for Oracle. We know many of the salesforce.com evangelists, engineers, product managers, professional service consultants, marketing and support reps personally and they are all a great bunch that are really passionate about their product and their customers’ success. Without their brilliance, dedication and countless hours of hard work, our jobs wouldn’t be possible.

A very, special thanks goes out to all of the evangelists and especially Dave Carroll, Jon Mountjoy, Quinton Wall and Ron Hess for all their assistance and friendship over the years.

Jeff Douglas Wes Nolte

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Introduction

his book is not intended to be a deep-dive on security, programming, reporting, configuration, etc. but more of a high-level overview on salesforce.com, Force.com development, tools, methodology and other resources. We will not cover all aspects of salesforce.com. This is not the “salesforce.com Bible”. We wrote this book to (hopefully) become an invaluable resource for anyone new or inexperienced with the Force.com platform. This book contains the information that we wish we had when we started developing applications on Force.com.

For new administrators and developers coming on to the platform, we see a gaping hole in existing reference books. If you are an end user you can pick up a copy of Salesforce.com for

Dummies. For advanced developers that need a deep-dive into the platform, there is Development with the Force.com Platform: Building Business Applications in the Cloud by Jason Ouellette of Appirio.

Our book is for people somewhere in the middle; let’s say a business analyst or a new Java or .NET developer. We would like this to be the first book you pick up after your boss walks in and says, “Let’s take a look at salesforce.com and see if we can build some applications in the cloud”. Hopefully this book will get you up and running faster and make your transition into the cloud smoother.

Target Audience

This book aims to strike a balance with information for both administrators (point-n-click development) and developers (Apex and Visualforce development). We tried to construct the later “programming” sections of the book in such a way that would be beneficial not only to developers but also provide administrators with an overview of the development process without making their eyes glaze over. Our goal was to make writing code “not so scary” for administrators.

The programming sections of the book were relatively easy to write since this is our bailiwick. However, it was a struggle writing the declarative portions of the book. Declarative development on the Force.com platform is where the real power lies. However, it’s very hard to provide an overview of most declarative functionality without simply rewriting the salesforce.com Help sections. We trust that we provide some value without skipping around from topic to topic too often.

The announcement of VMforce was also a major driver for this book. With the possibility of 6M+ Java developers moving to the Force.com platform we wanted to provide a way to transition them easily. We wrote the more advanced developer sections with these developers in mind.

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The key characteristic of a cloud computing offering is that, above all, it should be multitenant. The opposite of multitenancy, single tenancy, is how most systems are currently designed today. Each customer gets their own server, database, application layer and user interface to do with what they please. With a multitenant application architecture there is a single instance of the server, database, application layer and user interface that is shared by all users but partitioned for each client’s data programmatically. All IaaS, PaaS and SaaS share this same core multitenant trait.

At the lowest level, IaaS offers a physical or virtualized infrastructure to tenants on a subscription basis allowing them to pay for what they need in terms of computing power. Instead of purchasing servers, software, and physical location, a tenant of an IaaS offering can pay for these components as needed. Consider B2C companies whose do most of their business during Christmas. Gone are the days when they would have to purchase the servers and software to handle their peak Christmas demand and then let them stand idle when not needed. With leading IaaS vendors like Amazon.com offering “pay per CPU hour” pricing for Linux and Windows platforms these companies can simply spin up new server instances to handle anticipated demand.

At the other end of the ladder, SaaS, much like IaaS, offers solutions to the customer on a per-usage model. The major difference is that SaaS offerings completely abstract the physical and application layers from the end user and/or developer. Salesforce.com, widely considered the leading SaaS application, provides its own customizable user interface and proprietary Apex programming language but doesn’t expose hardware or software layers to the end user. One of the major benefits of SaaS offerings is that when salesforce.com releases a new feature, fixes a bug or applies a patch, it’s immediately available to all customers. Customers may log into salesforce.com one morning and find out they have bright, shiny new features that dramatically impact their business with no effort or extra money spent to develop them.

PaaS lies between IaaS and SaaS and abstracts a bit more of the low level architecture but still without providing an actual end user product. PaaS typically provides solutions stacks or building blocks that you can use to build your own solutions. Google App Engine is a prime example of a PaaS offering, currently supporting both a Java and a Python runtime allow you to build scalable web applications without the need for complex underlying hardware and software layers. Google abstracts those layers and lets you concentrate fully on business functionality. The Force.com platform is also considered a PaaS offering however it’s positioned a bit higher in the cloud quadrant than App Engine for a number of reasons. Like some other platform vendors, Force.com encapsulates the runtime environment using its own proprietary language. Apex, the language for Force.com development, looks and feels like Java in many ways but doesn’t support the full implementation of any JRE.

Building solutions on a PaaS platform is quick and somewhat easy but does come with its own set of challenges. With PaaS offerings like Force.com and App Engine, a governor process, applications limits or application quotas restrict you. PaaS governors and limits protect the shared layers of the multitenant platform from being monopolized by one heavy application or runaway code. Application quotas define the daily-allotted amount of computing power, space, or bandwidth that any one application is allowed to utilize. This becomes a challenge as developers must develop solutions to operate both efficiently and with in application and/or platform restrictions.

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allowing them to spend less time handling data and more time providing value to customers. Tracking sales from generated leads is the life-blood of any marketer. CRM provides marketing staff with the tools to track leads and sources, route leads to qualified sales personnel and provide analytics on what’s driving sales and what is not. After the sale, CRM helps you provide support and deliver answers fast. Whether questions come from Facebook, Twitter, email or phone, your reps can solve problems quicker and at lower costs using CRM.

Salesforce.com separates its offerings into the four following “clouds”. The features and services that make up these clouds typically overlap but provide specific functionality.

Sales Cloud

Sales force automation is the most popular of the sales tools, allowing companies to speed up the sales process and streamline lead to cash1_{. According to salesforce.com, more than} 82,400 customers running more than 135,000 applications empowers over 2 million subscribers worldwide to manage resources and processes more effectively, pursue more business in less time, collaborate more closely and close more deals using SFA. The Sales Cloud consists of the following:

Accounts and Contacts

Accounts and contacts are the lifeline of the sales process. Reps have one centralized location to get a complete customer picture at a glance—including account history, contacts, interactions, documents, and more. You can manage and track all of your information, communication, activities, and opportunities by contact, so you can close more business faster.

Marketing and Leads

There’s no doubt that better quality leads means more sales. You can capture leads from websites, trade shows or direct mail that can be worked from the Sales Cloud. You can score leads more efficiently and automate their assignment to the right sales rep in record time and also track your marketing campaigns for leads and contacts across a wide spectrum for a consolidated view of campaign spending and performance.

Opportunities and Quotes

Drive more revenue by working deals that are hot. With opportunities and quotes in one centralized location, your sales teams always have the latest opportunity related data including deal size, current stage, products involved, decision makers, milestones and customer communications.

Approvals and Workflow

Design, streamline and automate virtually any process including shifting territorial boundaries, product configuration, telesales scripting and sales approvals. You can automate routine activities, eliminate redundant tasks and respond to changes in salesforce.com automatically.

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Email and Productivity

Sales reps spend a large part of their day in their email clients. Whether your company uses Google Apps, Microsoft Outlook or Lotus Notes, your sales team won’t lose a step. Reps can synchronize their address book, calendars and email with salesforce.com to dramatically improve sales productivity.

Content Library

With Salesforce CRM Content you can provide your sales team with a centralized content library allowing them to subscribe to and find the latest version of relevant sales collateral needed to close deals.

Analytics and Forecasting

Get the insight you need into your sales pipeline and revenue growth, analyze your customer data across multiple modules, and visualize results with customized reports and dashboards. With customizable forecasting, your company can effectively use its sales forecast to assist with resource planning and other supply chain management decisions.

Chatter

Allow sales people to collaborate in real-time to close deals faster. Chatter automatically dispatches updates on people, data and documents that help shorten the sales cycle.

Partners

Increase your visibility into what your direct and indirect sales channels are doing in one centralized location. Using the Partner Portal your company empowers your indirect sales channels to sell more thus maximizing channel ROI.

Mobile

Mobile access is becoming a necessity in today’s environment. Your sales reps need access to the latest data when they are on the road. With Salesforce Mobile reps can stay plugged in and on top of their accounts with their Blackberry, iPhone or Windows handsets.

Jigsaw Data Services

Get instant access to millions of leads and contacts to eliminate dead, duplicate, incorrect, and incomplete records while automating data management and hygiene processes.

AppExchange

Enhance your sales processes with hundreds of add-on apps and services from the AppExchange. The AppExchange is an on-demand application-sharing service that allows you to browse, test drive and seamlessly install applications that help you drive sales and increase revenue.

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Service Cloud

Service and support, the Service Cloud, is the premium customer service platform for providing faster, more personalized service delivered via virtually every conceivable channel whether its phone, email, instant messaging, Twitter, Facebook or other social platforms1_.

The Service Cloud consists of the following:

Case Management

Support cases enable your company to track customer’s feedback, problem, or questions with a view of all relevant account data. Cases can be created manually or automatically via web, email or from social networks.

Call Center

Salesforce CRM Call Center seamlessly integrates with third-party computer-telephony integration (CTI) systems to create industry leading call centers. You can provide agents with a complete customer view for every interaction enabling faster service and higher customer satisfaction.

Contracts and Entitlements

With customer entitlements and service level agreements at their fingertips, service reps can ensure that customers receive the level of service that they are contracted for.

Customer Portal

Give your customers on-demand answers and community involvement with a personalized self-service portal. The Customer Portal allows your company to deliver a personalized experience to your most important customers.

Knowledge

Deliver answers to your customer’s questions when they want them. Salesforce Knowledge is a powerful, fully integrated knowledge base allowing your company to deliver relevant answers to customer inquiries and provide a better customer service experience.

Analytics

Real-time analytics allows you to monitor customer service statistics via customizable reports and dashboards. You can dramatically improve your customer service efforts by identifying trends and identifying knowledge gaps. Analytics provide you with the metrics to keep your service and support operations running efficiently.

Chatter

In support it’s all about what you know. With Chatter you enable collaboration for your support reps with automatic real-time updates on people, data and documents that help solve problems faster.

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Email

Provide your users with quick, convenient email tools for standardized messaging and branding as well as delivering content and solutions quickly and directly to customers.

Community

Salesforce.com communities allow you to harness your customer community enabling them to help one another plus uncover new ideas to improve your company, products and processes.

Partners

Empower your channel partners with the tools to provide better and more-effective service with the Partner Portal. Your company gains increased visibility into what your partners are doing thus maximizing channel ROI.

Approvals and Workflow

Design, streamline and automate virtually any support process including quotes, returns, and case resolution. You can set up simple or sophisticated approval automation for virtually any process from discount requests to refunds.

AppExchange

Extend your service and support capabilities with hundreds of add-on apps and services from the AppExchange. The AppExchange is an on-demand application-sharing service that allows you to browse, test drive and seamlessly install applications that help you deliver better support.

Collaboration Cloud

Salesforce.com’s latest release is the Collaboration Cloud with Chatter1_{. With Chatter,} users can collaborate more effectively by following people, documents and data that is important to them with real-time update feeds. Users can set up groups and profiles to promote collaboration across multiple business applications while making sure people see only information that they have access to based on the Org-wide security and sharing model.

Force.com Custom Cloud

The Force.com Custom Cloud is a radical shift for salesforce.com2_{. No longer can} salesforce.com be marginalized as “just a CRM”. You can build virtually any application with this PaaS service.

Why would you want to build your next application on the Force.com platform? Enterprise application development with traditional software has become too complex, too slow, and too expensive. Building applications on the Force.com platform is faster, less

1_{collaboration-cloud} 2_custom-cloud

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expensive, and produces higher quality applications than building on traditional on-premises platforms. Industry analysts state that building applications on the Force.com platform is 5X faster at ½ the cost because cloud computing:

1. Delivers faster time to value

2. Requires no up-front capital expenses 3. Minimizes operational costs

4. Requires fewer technical resources 5. Simplifies integration

What makes application development on the Force.com fast and cost-effective?

Programmable user interface

Force.com automatically generates a rich UI that can be customized by user profile with a simple, intuitive drag-and-drop page layout editor. If you want more control over the presentation layer, you can build your own UI with HTML, Flash, Flex, JavaScript and CSS.

Programmable cloud logic

Using a point-n-click, declarative interface you can enforce rules, define processes and trigger events for your custom applications. For more granular control use the Force.com IDE to write Visualforce and Apex code that implements functionally to extend the platform.

Real-time database customizations

Design and implement your data model with a simple point-n-click UI to define custom objects, fields, relationships, formulas and more. The database is tightly integrated with other parts of the platform providing reporting and search capabilities for all objects with no extra effort.

Granular security and sharing

Easily control access to data at the object, field, or record level. Effortlessly create custom restriction and sharing rules across roles and profiles that are enforced by the UI, APIs, search results, reporting and analytics.

Integrated content library

Finding content related to a business should be as easy as finding a video on YouTube. With great search results, user ratings, comments, and tagging, you can find the right content at the right time. And the integrated content library makes it easy to share presentations, video clips, documents, spreadsheets, or just about anything else.

Visual process manager

A new visual process manager allows you to design wizards, multi-step processes and automate manual tasks including approvals, task assignments and notifications.

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SLAES FORCE HAND BOOK

Community Praise for the Salesforce Handbook

Salesforce Handbook

A newcomer’s guide to building applications on

salesforce.com and the Force.com platform

Jeff Douglas & Wes Nolte

For Cathy, the one person that I simply can’t live without.

I love you. —JD

For Mum, Dad and Woni - who will have neither interest nor

understanding of the contents of this book, but who I know

Contents

Foreword

A

About the

Authors

Acknowledgements

Introduction

Target Audience

Sales

Next

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