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SG_CertifiedAdmin

SG_CertifiedAdmin

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Sections

  • Section 1. Purpose of this Study Guide
  • Section 2. Audience Description: Salesforce.com Certifed Administrator
  • Section 3. About the Exam
  • Section 4. Recommended Training
  • Section 5. Exam Outline
  • Section 6. Sample Exam Questions
  • Section 7. Answers to Sample Exam Questions
  • Section 8. Maintaining a Certifcation
  • Section 9. Supplemental Study Material
  • Section 9-1. Security and Identity Confrmation
  • Section 9-2. Customizing Your Display
  • Section 9-3. Enabling Custom Fiscal Years
  • Section 9-4. Managing Email Templates
  • Section 9-5. Managing Record Types
  • Section 9-6. Setting Field-Level Security
  • Section 9-7. Custom Field Types
  • Section 9-8. Mapping Custom Lead Fields
  • Section 9-9. Changing the Label of a Standard Object
  • Section 9-10. User Fields
  • Section 9-11. Transferring Records
  • Section 9-12. Setting Up Web-to-Lead
  • Section 9-13. Exporting Backup Data
  • Section 9-14. Refreshing Dashboard Data
  • Section 9-15. Scheduling a Dashboard Refresh
  • Section 9-16. General Permissions
  • Section 9-17. Search Fields
  • Section 9-18. Defning Custom Report Types
  • Section 9-19. Updating Campaign History
  • Section 9-20. Displaying and Editing Campaigns
  • Section 9-21. Deleting Cases
  • Section 9-22. What is the Automated Case User used for?
  • Section 9-23. Categorizing Solutions
  • Section 9-24. Creating Custom Object Tabs
  • Section 9-25. Creating Events
  • Section 9-26. Organization-Wide Default Sharing Rule for Calendar Access
  • Section 9-27. Creating Custom List Views
  • Section 9-28. Enabling Territory Management
  • Section 9-29. Google AdWords
  • Section 9-30. Creating and Modifying Presentations in Salesforce CRM Content

Salesforce.

com Certified Administrator

Study Guide
Winter ‘11

training & CertifiCation

Salesforce.com Certified administrator – Study guide ( Winter ‘11)

Contents
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................13 Custom field types .........................................................................................................................................14 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................23 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................30 Defining Custom report types ..................................................................................................................30 Updating Campaign History .......................................................................................................................32 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................35 What is the automated Case User used for?.........................................................................................35 Categorizing Solutions ..................................................................................................................................35 Creating Custom object tabs .....................................................................................................................36 Creating events .................................................................................................................................................37 organization-Wide Default Sharing rule for Calendar access ......................................................40 Creating Custom List Views .........................................................................................................................41 enabling territory Management................................................................................................................45 google adWords ..............................................................................................................................................45 Creating and Modifying Presentations in Salesforce CrM Content ............................................46

training & CertifiCation

Salesforce.com Certified administrator – Study guide ( Winter ‘11)

Section 1.

This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.

Purpose of this Study Guide

Section 2.

The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
1

▪ ▪ ▪ ▪

training & CertifiCation

Salesforce.com Certified administrator – Study guide ( Winter ‘11)

▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪

Configure/use dashboards and dashboard components Print and export reports; email and schedule reports and dashboard refresh Set up Marketing campaigns, campaign hierarchies, lead queues, assignment rules, and Web-to-lead and auto-response rules Configure campaign measurement, campaign influence, and lead conversion Set up Salesforce Console functionality and navigation Configure custom objects, applications, and tabs Install/uninstall packages from the AppExchange Manage tasks, events, public calendars, and multiday events Cases, case hierarchies, case queue, Web-to-case, and email-to-case Case escalation and auto-response rules and assignment rules Solutions and solution categories  Self-service portal Client management, territory management, and advanced currency management setup Products and price books

The candidate should be able to describe the capabilities of:

Section 3.

The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended

About the Exam

Section 4.

Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training

Recommended Training

Section 5.

The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.

Exam Outline

Objective
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects

Weighting
3%

training & CertifiCation

2

Salesforce.com Certified administrator – Study guide ( Winter ‘11)

Identity Confirmation (setting login restrictions)
Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application

2%

Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls

3%

Organization Administration
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates

5%

Customization
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security

17%

training & CertifiCation

3

and test the approval Process identify the settings in creating Workflow approval Processing 3% Data Validation Define Data Validation List common use cases for Data Validation Describe when Data Validation rules are enforced Create Data Validation rules 3% Data Utilities Describe the function of an external iD List and describe the different tools and use cases for data migration Update existing data via import Define when to use the Data Loader List the functions of the Data Loader Mass Update records 5% training & CertifiCation 4 . modify.com Certified administrator – Study guide ( Winter ‘11) Security & Access List the information captured on the User record Create and maintain User records explain the record owner concept Describe the elements of the Sharing model Describe the scope and capabilities of organization-Wide Defaults explain how access is granted through the role Hierarchy Set up organization-Wide Defaults Describe the use of roles Build a role Hierarchy assign users to roles Mass-transfer records from one user to another List the objects that may have Sharing rules Build Sharing rules Share records manually Describe the use cases of Public groups and where to use them Compare and contrast Sales with account teams List the places to use folders Describe how folder access differs from record access Create folders to organize and provide access to data 13% Workflow explain how Salesforce implements Workflow and when to use Salesforce Workflow List and describe use cases for the four Workflow actions explain the capabilities and settings of a Workflow rule Describe the differences between immediate and time-dependent Workflow actions Set up a Workflow rule and associated actions 5% Workflow Approval Processing Define the basics of the Workflow approval Process Compare and contrast the approval Processes versus Workflow List the differences between the Jump Start Wizard and the Standard approval Process Wizard explain how to route approvals Create.Salesforce.

Salesforce.com Certified administrator – Study guide ( Winter ‘11) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue. and corresponding auto-response rule Measure Campaign results Describe the process and effects of converting a Lead 5% Service & Support Administration Define a Case Describe use cases for Case Hierarchies Describe how to use Case Queues to manage Cases Describe how to use a Case assignment rule to assign and route Cases Describe use cases for Web-to-Case Describe uses cases for email-to-Case Describe the functionality of the Case escalation rule Describe the functionality of the Case auto-response rule Describe the functionality of the Business Hours 5% training & CertifiCation 5 . Web-to-Lead. assignment rule.

These questions are not designed to test your readiness to successfully complete the certification exam. Applications. Sample Exam Questions training & CertifiCation 6 .com Certified administrator – Study guide ( Winter ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing.Salesforce. and the use of email templates Define Solutions and how they can be associated with Cases Build a Solution Category tree and assign Solutions to Categories Define suggested solutions and explain where to use them Describe what content is accessible via the Self-Service Portal Describe the ways to access the Self-Service Portal Build a Case Queue. including Business Hours.com Certified Administrator exam. but should be used to become familiar with the types of questions on the exam. assignment rule. escalation rules. Web-to-Case. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. The following questions are representative of those on the Salesforce. The actual exam questions may be more or less difficult than this set of questions. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6.

Nothing—they’ll see the application in Spanish immediately. D.com Enable Customizable Forecasting Enable Multiple Currencies 6. B. 3. C. Logout. then log in again. E. Which profile is a standard Profile? (Select all that apply. Refresh their browser. D. Sales User Marketing User Invoice Manager Contract Manager 4. B. B. D. Who may be assigned a workflow task? (There are five correct answers. C. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. C. D.com Certified administrator – Study guide ( Winter ‘11) 1.) A. What must an Administrator do to enable Advanced Currency Management for an organization? A. An administrator changed the organization’s default language from English to Spanish. D. C. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . B. B.) A. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. Only when a Record is created Every time a Record is created or edited Every kind of workflow evaluation criteria When a Record is edited and it didn’t previously meet the rule criteria 5.) A. C. Purchase Unlimited Edition licenses Request a feature license from salesforce.Salesforce. D. B. F. What must end users do to see this change? A. Change their language personal preference to Spanish. C.

B. A. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. If login hour restrictions are specified for the user’s profile. you can set the hours when users can log in and the IP addresses from which they can log in. Maintaining a Certification Section 9. then Salesforce CRM checks whether the user is logging in from an IP address she or he hasn’t used to access Salesforce CRM before: • If the user’s login is from a browser that includes a Salesforce cookie. F Section 8. After 1 year. C 3.com Connect for Lotus Notes. Salesforce CRM then checks whether the user’s profile has IP address restrictions.com Connect for Office. you can set a list of IP address ranges from which they can log in. B 5.com Connect Offline. If profile-based IP address restrictions aren’t set. D 4. D 1. or the Data Loader. for 1 year. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. D. C Answers to Sample Exam Questions 6. Force. The browser will have the Salesforce cookie if the user has previously used that browser to log in to Salesforce CRM and has not cleared the browser cookies. training & CertifiCation 8 . the API. In preparing for the Salesforce.Salesforce. either via the user interface. Organization-Wide Trusted IP Address List For all users. Force. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material.com Certified administrator – Study guide ( Winter ‘11) Section 7. or a desktop client such as Force. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. C. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. If IP address restrictions are defined for the user’s profile.com professionals will be notified automatically when new release content and exams become available. When users log in to Salesforce. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. along with the associated exams. All certifications include access to new release content for subsequent releases. Salesforce CRM confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions.com Connect for Outlook. the login is allowed. B. there is a maintenance fee of $100 to keep the certification current for the following year. Certified salesforce. E. Force. any login outside the specified hours is denied. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. Section 9-1. A.com Certified Administrator exam. 2. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile.

Furthermore. API and desktop client users cannot log in to Salesforce CRM unless their IP address is included on your organization’s list of trusted IP addresses or on their profile. if the security token is enabled for your organization. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. and the security token is XXXXXXXXXX. the activation link expires and users must repeat the activation process to log in. then your organization’s login lockout settings determine the number of times a user can attempt to log in with an invalid security token before being locked out of Salesforce CRM. the login is blocked. if a user’s password is mypassword. Whenever a login is blocked or returns an API login fault. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client.com Certified administrator – Study guide ( Winter ‘11) • If the user’s login is from an IP address in your organization’s trusted IP address list. When a user changes his/her password or resets the security token. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. changes the password. A security token is an automatically generated key from Salesforce CRM. For access via the API or a client.com Web Services API Developer’s Guide. users must add their security token to the end of their password to log in. The email instructs the user to copy and paste an activation link into the browser to activate the computer for logging in to Salesforce CRM. the user’s security token is automatically reset. Partner portal and customer portal users aren’t required to activate computers to log in. For more information on API login faults. However. see the Core Data Types Used in the API Calls topic in the Force. Tip: It’s recommended that you obtain your security token via the Salesforce UI from a trusted network prior to attempting to access Salesforce CRM from a new IP address. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. The security token is valid until a user resets the security token. the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user’s Salesforce CRM record. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. as defined in your organization’s login lockout settings: ▪ ▪ Each time a user is prompted to click the Send Activation Link button Each time a user incorrectly adds his/her security token to the end of his/her password to log into the API or a client training & CertifiCation 9 . The activation link included in the email is valid for up to 24 hours from the time the user clicked the Send Activation Link button. then the user must enter mypasswordXXXXXXXXXX to log in. the login is allowed. if their profile has IP address restrictions set.Salesforce. The following events count toward the number of times a user can attempt to log in with an invalid password before being locked out of Salesforce. or has the password reset. After 24 hours. For example. If single sign-on is enabled for your organization.

To prohibit users from using the system on a specific day. 2. customize the dashboard snapshot that displays on the Home tab. To change the order of the related lists. 3. To add or remove related lists. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. training & CertifiCation 10 . Section 9-3. Click Save when finished. set the start and end times to the same value. Click Save. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. Click Setup | Manage Users | Profiles and select a profile. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. change the display order if desired. You can also access the Customize My Display page via the Customize Page link in the Dashboard section of the Home tab or on any record detail page. For your Home tab. select a related list title in the Selected List box and click the Up or Down arrow. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. 6. you’ll see the tabs that are set for your profile. to change which tabs display in each app. Set the days and hours when users with this profile can use the system. Click Edit in the Login Hours related list. Note: If a user logs in before the restricted hours. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. if you have multiple apps. select a related list title and click the Add or Remove arrow. Section 9-2. Note: Before enabling custom fiscal years. Select the dashboard to use and click Save. 1. Select “None” for the start and end times to allow users to be logged in at any time.com Certified administrator – Study guide ( Winter ‘11) Setting Login Hours Permission Needed: “Manage Users” You can set the hours when users with a particular profile can use the system. 5. 4. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. The hours are always applied at those exact times even if a user is in a different time zone or if the company’s Default Time Zone is changed. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. the system ends the user’s session when the restricted hours begin. By default.Salesforce. make sure you’ve exported any data related to fiscal periods. set which related lists display on your detail pages. and click Save. Add each tab you want to display. Select an object from the drop-down list and click Customize My Pages to customize your display. For all other tabs.

Managing Email Templates available in: All editions Mass email not available in: Personal and Group editions HtML email not available in: Personal edition User Permissions Needed to create or change HtML email templates: to create or change public email template folders: “edit HtML templates” “Manage Public templates” You can create four different types of email templates: 1. define your fiscal year. Actual b. 4. This change will affect opportunities and forecasts organization-wide. merge fields. click Cancel. 3. generate weekly export data. 5. You can use email templates when you send an email from the Activity History related list of a record and when you send mass email. where the content of a template can contain information from multiple records. 6. Section 9-4. Select Custom Fiscal Year. 2. See “Creating Visualforce Email Templates. 3. forecasts. Back up your current data. You must either know HTML or obtain the HTML code to insert in your email template. Once you’ve enabled custom fiscal years.Salesforce. Optionally. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead.com Certified administrator – Study guide ( Winter ‘11) To enable custom fiscal years: 1. Visualforce – Administrators and developers can create templates using Visualforce. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. training & CertifiCation 11 . Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. quotas. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. Click Setup | Company Profile | Fiscal Year. a. If you aren’t certain you want to enable custom fiscal years. Enabling custom fiscal years impacts your reports. and other date-sensitive material. Text – All users can create or change text email templates. and attached files. 4.” All these email templates can include text. 2. Click Enable Custom Fiscal Years. Do not enable custom fiscal years unless you understand and are prepared for all the implications. Warning: Custom fiscal years cannot be disabled once enabled. Visualforce email templates allow for advanced merging with a recipient’s data. click OK.

If you leave the text-only version blank.com recommends that you leave the text-only version blank. Click Delete to remove the template. Initially. For more information. see “Understanding Dependencies. To select a file: • Click the Search in Documents link to search for files in the Documents tab. the text-only version is automatically generated when you edit the HTML version. For more information. If you have permission to manage public email templates. click Setup | Email | My Templates. • Click Preview to view a sample of the template markup populated with data from your records. click Setup | Communication Templates | Email Templates. If you have the “Manage Public Templates” permission. you can click [Change] next to the Author field to select a different author. the author is the person who created the email template. click Edit to change the message content.com Certified administrator – Study guide ( Winter ‘11) To manage your personal email templates. If you choose not to leave the text-only version blank and instead manually create a text-only version. For Visualforce templates: • Click Edit Template to change the markup of the template page. Salesforce CRM automatically creates the text-only content based on the current HTML version. Click Clone to clone a template.” 12 ▪ ▪ ▪ ▪ training & CertifiCation . ▪ Click Attach File from the Attachments related list to add an attachment to the template. From any Email Templates page: ▪ The Visualforce Attachments related list indicates which attachments are being generated through Visualforce markup. see “Cloning Email Templates. click Show Dependencies to see what components the template references. subject. The attached file is included in every email that uses the template. • Click Edit Text Version to change the content or merge fields of the text-only version. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. edits to the HTML version are not reflected in the text-only version. or merge fields. You can also send an email preview.Salesforce. When you leave the text-only version blank.” If “Developer Mode” is enabled. Note: Salesforce. If you select an image logo or other graphic file. Email templates used in the following features must be both public and active: ▪ ▪ ▪ ▪ ▪ ▪ ▪ Web-to-Lead Web-to-Case Email-to-Case or On-Demand Email-to-Case Assignment rules Escalation rules For text templates. • Alternatively.

Managing Record Types available in: Enterprise. and offer different picklist values for each. list views. Setting Field-Level Security ▪ ▪ Section 9-6.com Connect Offline. Person account record types allow contact fields to be available on the account and allow the account to be used in many situations as if it were a contact. support processes. if a field is required in the page layout and read only in the field-level security settings. case Status.Salesforce. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. For example. picklist values. Record types can be used in various ways. reports. available in: Enterprise. and solution Status.com Certified administrator – Study guide ( Winter ‘11) Section 9-5. and when synchronizing data or importing personal data. and page layouts to different users based on their profiles. and you can create additional person account record types. the Salesforce CRM partner portal. the Salesforce CRM customer portal. You cannot delete all the record types for an object if the object is referenced in an Apex Code script. The most restrictive field access settings of the two always apply. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. Unlimited. You can change the name of this record type. These record types are called person account record types. Force. Record Type Considerations Keep the following considerations in mind when creating or changing a record type: ▪ ▪ The following special picklist fields are not available for record types because they’re used exclusively for sales processes. Person accounts are account records to which a special kind of record type has been assigned. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. Important: The following user permissions override field-level security: ▪ ▪ “Modify All Data” “View All Data” 13 training & CertifiCation . custom links. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. and solution processes: opportunity Stage. lead processes. search results. Lead Status. You cannot deactivate a record type if it is in use by an email routing address for Email-to-Case or OnDemand Email-to-Case. the field-level security overrides the page layout and the field will be read only for the user. Unlimited. email and mail merge templates. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists.

click a tab or activity link. and then click Edit. training & CertifiCation 14 . • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. Custom Field Types The first step in creating a custom field is choosing the type of the field. ë Select the field you want to modify. the maximum length of any auto-number field is 30 characters. When using a checkbox field for a report or list view filter. Set the fields that display in search results. indicating a true or false attribute of a record. or editable (visible without read only) for users based on their profile. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. The settings also override any lessrestrictive field access settings on the page layouts. ë Select a profile to change the field access for users with that profile. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. allows users to check a box. click View next to the tab you want to modify.com Certified administrator – Study guide ( Winter ‘11) ▪ “View Encrypted Data” You can define field-level security from a profile or from a particular field. use “true” for checked values and “false” for unchecked values. ë Click Set Field-Level Security. To define field-level security: 1. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. Verify users’ access to fields by checking the field accessibility grid. ë In the Field-Level Security section. Click Save. Section 9-7. Note: These field access settings apply throughout Salesforce CRM. hidden. then use page layouts primarily to organize detail and edit pages within tabs. This process reduces the number of page layouts for you to maintain. Field types not listed in custom field types may appear if your organization installed a package from the AppExchange that uses those custom field types. in lookup dialog search results. Below is a description of each custom field type. 2. ▪ ▪ Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. read only. They also may be visible to users even though they reference fields your users can’t see.Salesforce. 3. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. and then click Fields. you can: ▪ Create page layouts to organize the fields on detail and edit pages. Universally required fields always display on edit pages regardless of field-level security. 20 of which are reserved for prefix or suffix text. After setting field-level security for users based on their profiles. Tip: Use field-level security as the way to restrict users’ access to fields. Specify whether the fields should be visible. and in the key lists on tab home pages.

345 becomes −12. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. for more information on relationships.5 becomes −22. this can be useful if you export data to excel or another spreadsheet. custom phone fields are displayed with the button.34. 12. allowing click-to-dial functionality.com uses the round half up tie-breaking rule for numbers in formula fields. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users.com recommends that you do not use a custom phone field for fax numbers.com uses the round half even tie-breaking rule for currency fields.35 and −12. Salesforce. a lookup relationship has no effect on record deletion or security.com uses the round half up tie-breaking rule for number fields. allows users to enter a date or pick a date from a popup calendar and enter a time of day. users can choose the address when clicking Send an email. see overview of relationships. Lookup Relationship Master-Detail Relationship Creates a relationship between records where the master record controls certain behaviors of the detail record such as record deletion and security. Note: Salesforce. training & CertifiCation 15 . the time of day includes aM or PM notation.345 becomes 12. Consequently. Note: if you are using the Service Cloud’s call center. and −23. for example. not the number of decimal of spaces specified in the number field configuration. for more information on relationships. in reports. Master-detail relationships cannot be used with campaign members.Salesforce.Salesforce. Picklist allows users to select a value from a list you define.com automatically formats it as a phone number.com (apex) triggers. salesforce. if a lookup field references a record that is deleted.5 becomes 24. You can create lookup relationship fields that link to users. Date Date/Time allows users to enter a date or pick a date from a popup calendar. Lookup relationship fields to campaign members are not available. the system automatically adds the percent sign to the number. if this field is specified for contacts or leads.com Certified administrator – Study guide ( Winter ‘11) Field Type Currency Description allows users to enter a currency amount. lookup relationship fields from campaign members to other objects are available. 23.com rounds numbers referenced in merge fields according to the user’s locale. this is treated as a real number and any leading zeros are removed. you can limit the data by specific dates and times using any custom date field. validation rules. they can also add the current date and time by clicking the date and time link next to the field. in reports. or custom objects. ‘10’.345 becomes 12. and does not run any force. Values lose precision after 15 decimal places. you can then display a related list to show all of the records that are linked to it. Values lose precision after 15 decimal places. Salesforce. a runtime error occurs. you can create a custom hierarchical relationship field to store each user’s direct manager. however.com sets the lookup field to null. 22. workflow rules. See Building formulas and operators and functions.345 becomes −12. standard objects. −22. See entering Phone numbers. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. allows users to enter an email address. Lookup relationship fields are not available in Personal edition. on the associated record. for example. or roll-up summary fields. for example. for example. for example. although you can create a master-detail relationship field on a custom object that links to a standard object.35 and −12.34. you can limit the data by specific dates using any custom date field. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. Percent allows users to enter a percentage number. which is validated to ensure proper format. Note: if the decimal value is greater than 15. Note: Salesforce. see overview of relationships. and you add a percent sign to the number. for example.5 becomes 22. note that you can’t use custom email addresses for mass emails. 12. Number allows users to enter any number.5 becomes −24. Note: Salesforce. available for custom objects only. allows users to automatically calculate values based on other values or fields such as merge fields. Phone allows users to enter any phone number. Creates a relationship between two records so you can associate them with each other. and the lookup field is not required in the page layout. the system automatically formats the field as a currency amount.

However. the maximum size for uploaded images is 1MB. With the use of a toolbar. or symbols that are stored in encrypted form. the toolbar allows the user to undo. To specify the mapping for custom lead fields: 1. numbers. add a numbered or non-numbered list. Mapping Custom Lead Fields available in: Group. choose a custom account. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. see Using rich text area fields. this data type is not available for activities or products on opportunities. training & CertifiCation 16 .000 characters is allowed. indent. note that only the first 50 characters are displayed on the record detail pages. strike-out. contact. jpeg and png file types are supported. allows users to enter any combination of letters. and opportunity fields. the UrL will open in a separate browser window. that is. or symbols. redo. allows users to enter up to 255 characters that display on separate lines similar to a Description field.com. up to 255 characters. map numeric lead fields to other numeric fields or long text area fields to other long text area fields.000 characters. inclusive of all the formatting and HtML tags. or opportunity fields. allows users to enter up to 32. you can specify how you want that custom information converted into custom account. For each custom lead field. upload or link to an image. underline. ë You can map fields of type Text or Text Area to long text area fields. only gif. You can set a maximum length. bold. • Remember to map custom lead fields to other custom fields of the same data type.com Certified administrator – Study guide ( Winter ‘11) Field Type Picklist (Multiselect) Roll-Up Summary Description allows users to select more than one picklist value from a list you define. the information from the standard lead fields is inserted into standard account. for example. add a hyperlink. Click Save. Enterprise. minimum. When users click on the field. to enable encrypted fields for your organization. if desired. You can set the length of this field type to a lower limit.Salesforce. the records must be directly related to the selected record and on the detail side of a custom master-detail relationship with the object that contains the roll-up summary field. or opportunity field into which you want the information inserted when you convert a lead. There are some exceptions: ë You can map between text and picklist fields. the maximum field size is 32. Unlimited. allows users to enter up to 255 characters of any valid website address. automatically displays the record count of related records or calculates the sum.000 characters that display on separate lines similar to a Description field.000 character limit. and Developer editions User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. allows users to enter any combination of letters. Professional. If your organization has custom lead fields. these fields display each value separated by a semicolon. for more information. italicize. Select Setup | Customize | Leads | Fields | Map Lead Fields. note that every time you press Enter within a long text area field. or maximum value of related records. any length from 256 to 32. and outdent. modify alignment. a line break and a return character are added to the text. users can format the field content and add images and hyperlinks. contact. contact salesforce. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. You can set a maximum length of up to 175 characters. these 2 characters count toward the 32. numbers. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. contact.

Note: You cannot rename the Forecasts tab. Cases. Contracts. Documents. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. Changing the Label of a Standard Object Here are some considerations involving renaming standard fields and tabs (you can still open a case and have salesforce. and release communications. ë Do not map custom formula fields to other formula fields or any other type of field. training. and field names show up within the application? All Salesforce CRM pages accessible by your end users. please follow the instructions at the end of this message. If you’re ready to move ahead with this feature. Note: If you change the data type of any custom field used for lead conversion. including Personal Setup pages. For example. all references to “accounts” will be changed automatically to “companies. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. support.com Certified administrator – Study guide ( Winter ‘11) ë You can map auto-number fields to fields of type Text. if your lead currency field has a length of 3 and 2 decimal places.com disable this feature): Renaming salesforce. object. Please review the information below in detail.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. Price Books. Currency. Section 9-9. Opportunities. Partners. Contacts. especially in the areas of help. • Remember to map custom lead fields of type Number. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. and Solutions. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. Campaigns. Salesforce. In other words. that lead field mapping will be deleted. currency. if you rename Accounts to Companies. will automatically reflect the new terminology you define. You will need to rename each tab manually. or percent fields of exactly the same length and decimal places. For example. or Picklist.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. Products. ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. map it to another custom currency field with a length of 3 and 2 decimal places. and opportunity.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. or Percent to other number.Salesforce. training & CertifiCation 17 . Assets. Where will the new tab. Leads. ë Roll-up summary fields are not available for mapping lead fields of converted leads. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. Text Area. contact. What impact does renaming standard objects have on the administration of Salesforce CRM? Renaming standard names will create some additional administrative work for Salesforce CRM administrators.

and reports. Country portion of the user’s address. reports. and other pages where the entire name does not fit. User Fields The available fields vary according to which Salesforce CRM edition you have.com.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. page layouts. User who created the user. City portion of the user’s address. if you already have a custom email template titled “Account Health Check. User’s default currency setting for new records. Short name to identify a user on list pages. administrative checkbox that enables or disables user login to the service. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. your users will first see a new overview page when they click on our online help links. you can also create your own online help and user documentation. Up to 40 characters are allowed in this field.com. indicates whether an aPi token has ever been reset. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. What about Salesforce CRM’s online help and user documentation? Salesforce CRM’s online help and user documentation will be written using our standard tab and object names and will not reflect any new terminology your organization defines for your company deployment.” you’ll have to change it to “Company Health Check” to reflect your new terminology. and communication templates. Some fields are only displayed to administrators when creating or editing users. this field is not available if your organization has disabled your choice to receive emails from salesforce. This list includes but is not limited to custom fields. Up to 255 characters are allowed in this field. Shown only in organizations using multiple currencies. Up to 8 characters are allowed in this field. If your organization renames tab and object names. (read only) User’s default currency for quotas. including creation date and time. opt in to receive administrator-targeted promotional emails from salesforce. indicates whether the user is allowed to use customizable forecasting.Salesforce. training & CertifiCation 18 . In addition. Up to 40 characters are allowed in this field. Company name where the user works. reports. Note: This functionality does not apply to context-specific help links within administrator setup pages or to the Help & Training link on the top right of every page. record types.com Certified administrator – Study guide ( Winter ‘11) ▪ Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. For example. Up to 40 characters are allowed in this field. Field Accessibility Mode Active Address Admin newsletter Alias Allow Forecasting Api Token Call Center City Company Contact Country Created By Currency Default Currency ISO Code Description Checkbox that enables or disables a user interface mode designed for visually impaired users. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. Section 9-10. however. the name of the call center to which this user is assigned. name of the associated contact if the user is a partner user. views. this must be one of the active currencies for the organization. available only for organizations that use multiple currencies. forecasts. Salesforce. Street address for a user.

by default. enterprise. available only in organizations that use divisions to segment their data.Salesforce. 2:00 PM). the Locale setting also affects the first and last name order on Name fields for users. Manager Lookup field used to select the user’s manager. as displayed on the user edit page. but is not supported by some older email software. not available in Personal edition or group edition. Up to 80 characters are allowed in this field. Used to define the times that display in the user’s calendar. and Unlimited edition. first name of a user. Up to 80 characters are allowed in this field. group that user works for. for Personal and group edition users. Note: Unlike other hierarchy fields. preventing you from selecting a user who directly or indirectly reports to himself/herself. the default division is not used. leads. this setting does not restrict the user from viewing or creating records in other divisions. Company division to which user belongs. Depending on the approval process settings. for all other users. indicates the type of user license. Up to 40 characters are allowed in this field. (read only) Last name of a user. this field establishes a hierarchical relationship. this field is only visible to organizations that have Visualforce enabled. they display using a 24-hour clock (for example. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. enables development mode for creating and editing Visualforce pages. as displayed on the user edit page. 14:00).com Certified administrator – Study guide ( Winter ‘11) Field Default Division Description Division that is applied. and ISO-2022-JP are useful for Japanese users. in organizations using Professional. UTF-8 (Unicode) represents all characters for all the world’s languages. Up to 80 characters are allowed in this field. the new record is assigned to the existing record’s division. When users create records related to an account or other record that already has a division. for example. unless he or she explicitly sets a different division. Up to 40 characters are allowed in this field. to all new accounts and leads created by the user. all text and online help is displayed in this language. their personal locale. date/time. ISO8859-1 represents all Latin characters and should be used by english-speaking users. Character set and encoding for outbound email sent by a user from within Salesforce. time of day a user generally stops working. such as Customer Support. Country or geographic region in which user is located. the organization’s Display Language applies to all users. this user can also approve approval requests for users. PC Sales group. Salesforce CrM lets you inactivate users who are referenced in the Manager field. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Last Name User License Locale Date of last login. the locale is set at the organization level via Setup | Company Profile | Company Information. whereas in the english (United Kingdom) locale. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. training & CertifiCation 19 . Must be a valid email address in the form: jsmith@acme. whereas the Chinese (China) locale displays the name as Johnson Bob. Bob Johnson in the english (United States) locale displays as Bob Johnson. the default currency for all currency amount fields in the user record. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields.com. Users can change their division at any time. fax number for a user. and number fields. the primary language for the user. for example. and contacts. the value used to identify a user for federated authentication single sign-on. for example. identifying number for a user. EUC-JP. email address of a user. the Locale setting affects the format of date. available at Setup | My Personal Information | Personal Information. available only for organizations that use multiple currencies. Shift_JIS. overrides the organization setting. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. a user’s individual Language setting overrides the organization’s Default Language.

Phone number of a user. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. as displayed on the user detail page. Up to 20 characters are allowed in this field. training & CertifiCation 20 . to use the campaign import wizards. Listing of custom links for users as set up by your administrator. Checkbox that specifies if the user was created via self-registration to a customer portal. if selected. Marketing Users must also have the Marketing User profile (or the “import Leads” permission and the “edit” permission on campaigns in organizations using enterprise and Unlimited editions). the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. administrative checkbox that indicates whether a user has access to use force. such as Western region Support Manager. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. enterprise. User who last changed the user fields. not available in Personal edition or group edition. administrative field that specifies the position of a user within an organization. Mobile Mobile User Cellular or mobile phone number.com. amount of disk storage space the user is using. available in enterprise and Unlimited editions only. Up to 40 characters are allowed in this field. if selected. this field defaults to the mobile configuration assigned to the user’s profile. specifies that the user will receive email notification whenever he or she executes apex Code that surpasses more than 50 percent of allocated governor limits. Users in arizona should select the setting with “america/Phoenix. allocates one Salesforce CrM mobile license to the user. to receive email. to receive real-time email alerts. State or province portion of a user’s address. if no mobile configuration is specified.com offline.com. available in Developer. granting the user access to Salesforce CrM’s mobile capabilities. (read only) Combined first and last name of a user. Up to 40 characters are allowed in this field. including modification date and time. Zip code or postal code portion of a user’s address. and delete campaigns and configure advanced campaign setup. disable the checkbox for all your users. edit. Up to 80 characters are allowed in this field. opt in to receive user-targeted promotional emails from salesforce. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. Up to 80 characters are allowed in this field. workspaces. administrative field that defines the user’s login. time of day a user generally starts working. Up to 20 characters are allowed in this field.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. the user must also select the Receive Salesforce Content Email Alerts checkbox. Used to define the times that display in the user’s calendar. workspaces. which can be changed by an administrator. or authors. tags.Salesforce. if selected. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. tags. this field is not available if your organization has disabled your choice to receive emails from salesforce. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. Primary time zone in which a user works. administrative field that defines a user’s permission to perform different functions within the application. Mobile Configuration the mobile configuration assigned to the user. the Mobile User checkbox is enabled by default for Unlimited edition users. and Unlimited editions only. or authors. roles are selected from a picklist of available roles.com Certified administrator – Study guide ( Winter ‘11) Field Marketing User Description Checkbox that indicates whether a user has access to create.” Modified By Name Newsletter Offline User Phone Self-Registered via Customer Portal Profile Receive Salesforce Content Daily Digest Receive Salesforce Content Email Alerts Role Salesforce Content User Send Apex Warning Emails Start of day State/Province Time Zone Title Used Space Custom Links Username Zip/Postal Code Job title of a user.

Unlimited. 4. In the Transfer to field. Optionally. Before transferring a record. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. you can transfer from users or queues. • Select the Transfer open cases. Select the checkbox next to each record you want to transfer.. 5. For example. select the Change division. check the box in the column header to select all currently displayed items. • Select the Transfer closed cases checkbox if you want to transfer closed cases that are owned by the existing account owner and associated with the account. 8. Professional. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. Click the link for the type of record to transfer. Deselect this checkbox if you want to remove the existing account team associated with the account. closed opportunities owned by other users aren’t changed. Click Transfer. • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account.. some associated items that are owned by the current record owner are also transferred to the new owner. If your organization uses divisions. 3. fill in the name of new record owner. you could search accounts in California by specifying “Billing State/Province equals CA. fill in the name of the existing record owner in the Transfer from field.. For leads.Salesforce.. Choose Find to look for records that match. 6. you can: • Select the Transfer open opportunities. For leads.com Certified administrator – Study guide ( Winter ‘11) Section 9-11. This option applies only to closed opportunities owned by the account owner. Optionally.. training & CertifiCation 21 . you can transfer to users or queues. When transferring accounts. and Developer editions User Permissions Needed to transfer multiple accounts or leads: to transfer multiple leads: “transfer record” “transfer Leads” To transfer multiple records from one user or queue to another: 1.. Transfer of Associated Items When you change record ownership. Enterprise. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. checkbox to set the division of all transferred records to the new owner’s default division. Transferring Records available in: Group. 11. Note: Mass transfers do not trigger workflow rules.” 9. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. Fill in search conditions that the records you’re transferring must match. 7. Choose Setup | Data Management | Mass Transfer Records. 10. 2.

• Be sure to select the Campaign field (and optionally.Salesforce. To create and generate a Web-to-Lead form. Setting Up Web-to-Lead available in: Group. if you set up response rules to use different email templates based on the information submitted. Click Save. Use the Up and Down arrows to change the order of the fields on your form. open opportunities owned by the current account owner. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. notes. Section 9-12. and Developer Editions. • For organizations using multiple currencies. When transferring leads to a queue. open activities are not transferred. Leads Access to Transferred Items When transferring accounts and their related data in Professional. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. 5. otherwise. attachments. open activities. open activities. and optionally. Enterprise. Leave this option blank if you don’t wish to send emails when no response rules apply. Click Edit to enable or modify the following Web-to-Lead settings: Web-to-Lead Setting Web-to-Lead Enabled Default Lead Creator Default Response Template Description enables Web-to-Lead. or sales teams is removed. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. the default response template is used when no response rules apply. closed opportunities and open opportunities owned by other users. Any relevant sharing rules are then applied to the data based on the new owners. To select the fields to include on your Web-to-Lead form. training & CertifiCation 22 . all amounts will be captured in your corporate currency. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions.” Note: auto-response rules are not available in group edition. Enterprise. Unlimited.com Certified administrator – Study guide ( Winter ‘11) Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. Professional. this template must be marked as “available for Use. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. add the Lead Currency field if you add any currency amount fields. 4. sharing rules. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. click Create Web-to-Lead Form. 2. all previous access given by manual sharing. Unlimited. Click Setup | Customize | Leads | Web-to-Lead. 3.

the member status of the new leads is set to the Member Status value specified in the form or to the “default” member status if the Member Status field is not included in the form. Customer Support is notified of the problem so we can help you correct it. contact salesforce. all new leads are marked as “Unread. Section 9-13. Default Locale and Currency Locale. If your organization exceeds its daily Web-to-Lead limit. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. if a new lead cannot be generated due to errors in your Web-to-Lead setup. Users can select the My Unread Leads list view to quickly locate all their new leads. training & CertifiCation 23 .com Certified administrator – Study guide ( Winter ‘11) • For organizations using record types on leads. select the language for the form labels displayed on your Web-to-Lead form. Note: The format for date and currency fields captured online is taken from your organization’s default settings. 6. Don’t forget to remove it before releasing the Web-to-Lead page to your Web site. the Default Lead Creator (specified in the Webto-Lead setup) will receive an email containing the additional lead information. To sign up for the Data Export Service. Specify the complete URL to which users should be directed after they submit their information. Note: If you give a user the “Weekly Data Export” permission. If you want to test the Web-to-Lead form. Exporting Backup Data available in: Enterprise. All universally required fields must have a value before a record can be created via Web-to-Lead. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. Also. In addition. add the line <input type=”hidden” name=”debug” value=”1”> to your code. and Unlimited editions available for an additional cost in: Professional edition User Permissions Needed to export data: “Weekly Data export” Your organization can sign up to receive backup files of your data. For Web leads that are generated as part of a campaign. This URL could be a “thank you” page or your company’s home page.” and are changed to “Read” only when the lead owner views or edits that lead. which is needed to export data. 7. 8. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. If your organization uses the translation workbench or has renamed tabs. The source of your Web-to-Lead form is always in your personal language. and click Generate. he or she has view access to all data that is exported and can see all custom objects and fields in the Weekly Export Service page. Click Finished.Salesforce. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your Web site. All leads generated from your Web site are initially marked with the “default status” specified by the Lead Status picklist. This line redirects you to a debugging page when you submit the form. You can export all your organization’s data into a set of comma-separated values files.com. 9.

CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. and time of day for your scheduled export. Select the desired encoding for your export file. Note: For security purposes. Depending on the encoding selected. However. The Export Now option prepares your files for export immediately. 7. You have 48 hours to download the zip file from this page. click Start Export. 5. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. If desired. Salesforce CRM may require users to pass a user verification test to export data from their organization. and emails you when the file is ready. Select the types of data to include in your export. has correctly entered the text into the overlay. after that. • If your organization uses person accounts and you’re exporting accounts. it will be deleted. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. To pass the test. person account records are included in the contact data. Also.. Note the following: • Formula and roll-up summary fields are always excluded from exports. the contact data only includes the fields shared by contacts and person accounts. you may have to make adjustments to the export file before viewing it. all account fields are included in the account data. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. This functionality may be useful if you plan to use your export files for importing or other integrations. This simple. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. zips them into one archive. 2. select the frequency. rather than the position of the columns. start and end dates. If you’re scheduling your export. data from all divisions is included in the export. 6. if you want your export data to include attachments. 1. This option is only available if a week has passed since your last export.. Salesforce CRM creates CSV files of your data. • If your organization uses divisions. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. 4. If you scheduled the export. as opposed to an automated program. training & CertifiCation 24 . If you’re running the export now. • If your organization uses person accounts and you’re exporting contacts. Click Setup | Data Management | Data Export and Export Now or Schedule Export.com Certified administrator – Study guide ( Winter ‘11) If your organization is configured for data export. Select Include attachments. 3. text-entry test helps prevent malicious programs from accessing your organization’s data.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. you can include all data in your export file. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. Note that the words entered into the text box field must be separated by a space. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person.Salesforce. click Save. indicate who should be notified by email when the backup files are ready.

You can only send dashboard refresh notifications to email addresses included on Salesforce user records. a Refreshing Dashboard field displays at the top right corner of the dashboard. Enterprise. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes.. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. Unlimited. In email applications that do not support HTML. and Developer editions User Permissions Needed to refresh dashboard data: “run reports” anD access to view dashboard folders The data in each dashboard is as current as the date and time displayed in the As of. select a dashboard from the View Dashboard drop-down list. after a refresh completes.. Select a notification setting to send an email when the dashboard refresh finishes: • Click Me to send an email that includes the refreshed dashboard to the email address specified on your Salesforce CRM user record. to send an email that includes the refreshed dashboard to additional users. Refreshing Dashboard Data available in: Group. Scheduling a Dashboard Refresh available in: Enterprise and Unlimited editions User Permissions Needed to schedule and email a dashboard refresh: to delete the schedule to refresh a dashboard: “Schedule Dashboards” “Modify all Data” You can schedule an existing dashboard to refresh daily. When you refresh a dashboard. When dashboard data is refreshing. the notification displays text that includes a link to the dashboard in Salesforce CRM.. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. Click Refresh and choose Schedule Refresh. To schedule a dashboard refresh: 1. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. The user in the Running User field determines the dashboard’s level of access to data. users view the most current data.. Furthermore. This functionality bypasses all security settings. Professional.Salesforce. click Refresh again.com Certified administrator – Study guide ( Winter ‘11) Section 9-14. • Click Others. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh.. training & CertifiCation 25 . If necessary. If your dashboard data does not refresh after 10 minutes. the refresh automatically stops. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Click Refresh to replenish your dashboard with the most recent data. Section 9-15. weekly. 2. from the drop-down button. On the Dashboards tab. field at the top right corner of the dashboard. 3. giving all users who can view the dashboard access to data they might not be able to see otherwise. Users can view the dashboard after they log in..

2. Tip: Optionally. if you schedule a dashboard to refresh on the 31st day of every month.. then the dashboard will only refresh on months that have 31 days. • In the Preferred Start Time drop-down list. from the drop-down button.Salesforce. select the frequency at which the dashboard refreshes. 5. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. If you schedule a dashboard to refresh on a specific day of every month.. For example. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. To view the All Scheduled Jobs page. the dashboard ▪ ▪ training & CertifiCation 26 . if you select 2:00 PM as your preferred start time. For example. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. For example. If you want a dashboard to refresh on the last day of every month. the dashboard will only refresh on months that have that specific day. Click Refresh and choose Schedule Refresh. • In the Start and End fields. if the Time Zone field on your user record is set to Pacific Standard Time. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: Your organization is limited to no more than 200 scheduled dashboard refreshes. To delete a scheduled dashboard refresh: 1. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. When you click the Daily. Dashboards refresh in the time zone of the user who schedules the refresh. click Setup | Monitoring | Scheduled Jobs. specify the dates during which you wish to schedule dashboard refreshes. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. 3. Click Del to permanently delete all instances of the scheduled dashboard refresh. Weekly. Schedule the dashboard refresh: • In the Frequency field. click the Find available options. or Monthly fields. link to choose a preferred start time for the dashboard refresh. You can perform the following actions on the All Scheduled Jobs page next to a specific dashboard refresh: ▪ ▪ ▪ ▪ Click Edit to update the notification and frequency settings of all instances of the scheduled dashboard refresh.com Certified administrator – Study guide ( Winter ‘11) 4. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. and you schedule a dashboard to refresh every day at 2:00 PM... choose “last” from the On day of every month drop-down list. users with the “Schedule Dashboards” and “View Setup and Configuration” permissions can view all the dashboards scheduled to refresh for your organization on the All Scheduled Jobs page. Click Save to schedule the dashboard refresh. more options display that allow you to refine the frequency criteria. Click Delete.

Note that users must log in to Salesforce CRM to view the report the dashboard component represents. Dashboard components that include S-controls may not display in dashboard refresh notifications. edit. To send a dashboard refresh notification to other users. Marketing User. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. edit. Contract Manager administrator. read only.com Certified administrator – Study guide ( Winter ‘11) ▪ may refresh any time between 2:00 PM and 2:59 PM. the dashboard must be in a public folder with access granted to others. depending on how many other dashboards are scheduled to refresh at that time. Solution Manager. contacts. Solution Manager. Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. and delete reports. To view the report that a table or metric dashboard component represents. and edit contracts install or uninstall appexchange packages from the appexchange training & CertifiCation 27 . users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. Standard User. Contract Manager administrator. General Permissions The following table shows the general permissions associated with each standard profile. General User Permissions Permission Name Activate Contracts Approve Contracts Convert Leads Functions Controlled Change contract status to activate. Contract Manager administrator administrator administrator administrator Create and Customize Reports View the reports tab. Contract Manager administrator. save. Users must log in to Salesforce CRM to view S-control data displayed in real time. Create. and delete contracts apply an approved status to a contract Convert leads into accounts. Standard User. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. Dashboards will not refresh as scheduled if the user in the Running User field does not have access to the folder in which the dashboard is stored. users must click the name of the first column on the table or the metric label. create. After users receive dashboard refresh notifications in their email clients. Marketing User. Other users cannot access dashboards in your personal folders. and opportunities Profiles administrator. run. create.Salesforce. In HTML-formatted dashboard refresh notifications. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. activate.

Perform actions on multiple cases in a list view. Solution Manager. edit the Support Settings. When you convert to customizable forecasts. Marketing User. edit. Contract Manager administrator. Solution Manager. and delete tasks Export Reports Use the Export Details to Excel and Printable View links to export reports to excel Import Leads Import Personal Contacts import leads and update campaign history using import wizards import personal accounts and contacts Import Solutions Mange Analytic Snapshots import solutions for the organization Set up and schedule analytic snapshots to run (also requires the “Schedule Dashboards. Set up email-to-Case. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Standard User.”“run reports. Contract Manager administrator. and delete solutions that are accessible to the public on your self-service portal or Web site. Solution Manager. Solution Manager. Marketing User.com Certified administrator – Study guide ( Winter ‘11) Permission Name Edit Events Functions Controlled Create. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. and delete events Profiles administrator. and delete custom fields in Salesforce CrM Content Create. Standard User. such as mass transfer of cases Create.” and “View Setup and Configuration” permissions) Set support business hours. Solution Manager. Contract Manager administrator. edit. edit. Categorize solutions Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. Contract Manager administrator. Standard User. Standard User. edit. Contract Manager administrator. Contract Manager administrator. Marketing User administrator. this permission is only available for customizable forecasts. Standard User. edit. Contract Manager administrator. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Standard User. Marketing User. Solution Manager. edit. Marketing User. Solution Manager training & CertifiCation 28 . Solution Manager. Marketing User. and delete forecasts. Standard User. Marketing User. Marketing User. Standard User. Marketing User. Solution Manager administrator Edit Forecasts Create. Contract Manager administrator. edit. and delete workspace permissions in Salesforce CrM Content Create.Salesforce. this permission is not available for customizable forecasts. Solution Manager.

Manually assign accounts to territories. Products show in Offline Specify if products and price books are available in force. Standard User. Solution Manager. Contract Manager administrator. Contract Manager administrator. Marketing User. Standard User. Mass transfer leads via the Mass transfer feature. Solution Manager. run Self-Service reports Create and edit territories. run reports. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Standard User. Standard User. add and remove users from territories.com offline Run Reports View the reports tab. if the Show Custom Sidebar Components on All Pages user interface setting is selected. instead of the Salesforce user database Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none training & CertifiCation 29 . Standard User. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator Manage Territories administrator Mass Edit from Lists administrator. Marketing User. Marketing User. Create and edit account assignment rules. Marketing User. read only. this permission is only available for customizable forecasts. Contract Manager. Contract Manager administrator. View dashboards based on reports Send Email Send email to a single contact or lead. Marketing User. Solution Manager. Marketing User. Contract Manager administrator. Solution Manager. Standard Platform one app User administrator. Solution Manager. Standard User. Send Stay-in-touch update emails Send Stay-in-Touch Requests Send Stay-in-touch email requests Show Custom Sidebar On All Pages if you have custom home page layouts that include components in the sidebar. Contract Manager administrator. Standard Platform User. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. the “Show Customer Sidebar on all Pages” permission is not available.com Certified administrator – Study guide ( Winter ‘11) Permission Name Manage Self-Service Portal Functions Controlled Set up and maintain Self-Service settings (also requires the “Customize application” permission to modify Self-Service page layouts and delete your organization’s Self-Closed Case Status value). Contract Manager none Mass Email Send bulk emails to contacts and leads. read only. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. Standard User.Salesforce. Solution Manager. Solution Manager. displays your custom sidebar on all pages in Salesforce CrM. Marketing User.

You can search for information within any of the fields listed below.com Certified administrator – Study guide ( Winter ‘11) Permission Name View All Forecasts Functions Controlled View any user’s forecast regardless of the forecast role hierarchy. and fields.Salesforce. Defining Custom Report Types available in: Professional. When you convert to customizable forecasts. this permission is only available for customizable forecasts. Unlimited. Section 9-17. training & CertifiCation 30 . object relationships. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. That user will not be able to view the Contacts tab when selecting the custom app that contains it. including: Tab will not be visible Fields of that type will not be visible on other tabs Related lists of that type will not be visible on other tabs Search results will not return records of that type Report data for records of that type will not be available Merge fields of that type will not be available Custom links of that type will not be visible The only exception is within the setup area. you can specify the following user permissions: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Read – Users can only view records of this type Create – Users can read and create records Edit – Users can read and update records Delete – Users can read. users can create custom reports from it. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. Profiles administrator Standard Object Permissions For each type of data. For example. Search Fields The types of records you can search vary according to which edition you have. Once you have defined a custom report type. Enterprise. The column lists fields searched in both the Sidebar Search and Advanced Search. and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. users with that profile will not see that type of data anywhere. and delete records Note: If you remove the “Read” permission from a profile. edit.

Select a development status: • Choose “In Development” as the Deployment Status when first creating your custom report type to hide it from users while you’re designing and testing it. if you select accounts as the primary object for your custom report type. Enter a name for your custom report type in the Report Type Name field. 4. then users can view their report results by All Accounts or My Accounts from the View drop-down list on the Select Criteria page of the report wizard or on the Report Options of the report. Click Setup | Create | Report Types. then the custom report type and any reports created from it will automatically be deleted. 3. 5. even if you don’t have permission to view leads. If you want to change the primary object. Making the status “In Development” hides the custom report type and any reports created from it from all users except those with the “Manage Custom Report Types” permission. 6. For example. 2. From the Primary Object drop-down list. Click Next. training & CertifiCation 31 . Tips on Defining Custom Report Types Consider the following when defining custom report types: ▪ If the primary object on a custom report type is a custom object. you cannot change the primary object associated with it. • All objects display in the Primary Object drop-down list. including those you do not have permission to view. The name must be unique so that it can be distinguished from other custom report types in your organization. leads are available in the Primary Object drop-down list so that you can build lead report types for other users.com Certified administrator – Study guide ( Winter ‘11) To define custom report types: 1. Click New Custom Report Type. and the custom object is deleted. • Choose “Deployed” as the Deployment Status when you want to allow users to create and run reports from the custom report type. Select a category in which to store the custom report type on the Select the Report Type page of the report wizard. For example.Salesforce. Categories are the options in the Select the type of data you wish to report on drop-down list on the first step of the report wizard. select the primary object from which you want to build your custom report type. • The primary object you choose determines the views available to users creating or running reports from your custom report type. Next. Making the status “In Development” also prevents all users except those with the “Manage Custom Report Types” permission from creating and running reports from the report type. custom report types associated with custom objects in the Deleted Custom Objects list count against the maximum number of custom report types you can create. 7. • After you save a custom report type. choose the object relationships a report can display when run from a custom report type. In addition. Enter a description for your custom report type. you must define a new custom report type.

com Certified administrator – Study guide ( Winter ‘11) ▪ When entering a name for your custom report type. you can manually link a contact. In the Campaign History related list. Furthermore. Accounts will display if they have no contacts. Select the campaign. click Edit next to the campaign name. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to update contact campaign history: “read” on campaigns anD “read” on contacts to update lead campaign history: “read” on campaigns anD “read” on leads to update person account campaign history: “read” on campaigns anD “read” on accounts and contacts For campaigns that elicit responses one-by-one. Updating Campaign History available in: Enterprise. training & CertifiCation 32 . In the Campaign History related list. lead. and click Next.” Section 9-19. 6. such as via a phone call to a sales rep. For example. View the detail page of the individual associated with the campaign. and click Save. 7. A custom report type’s Deployment Status will automatically change from “Deployed” to “In Development” if its primary object is a custom object whose Deployment Status changes from “Deployed” to “In Development. Unlimited. To update the member status for a contact. For example. Select the Status of the individual for the campaign. or person account. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. ▪ ▪ After deploying a custom report type. we recommend including with or with or without between object names so users can easily understand what data will display in reports run from your custom report type. click Add Campaign. and click Save. considering naming that report Accounts with or without Contacts.Salesforce. 2. Any user can do this via the Campaign History related list on a contact. 4. 3. change the Deployment Status back to “In Development” if you want to make further enhancements. lead. or person account to a campaign and update that individual’s campaign status. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. or person account on an existing campaign: 5. we recommend that you clarify how the object relationships affect report results. lead. View the detail page of the individual you want to link to the campaign. Change the Status of the individual. To associate a contact. or person account with a campaign: 1. lead. consider describing that report as This allows you to report on accounts and their contacts. when entering a description for your custom report type.

However.com Certified administrator – Study guide ( Winter ‘11) Note: The Campaign History related list shows the associated campaigns for a contact. editing. or run campaign reports. In addition. users in your organization can view campaigns. Adding Contacts to Campaigns Contact Source a report of existing contacts a CSV file of existing contacts a list view of existing contacts an individual contact detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Campaign Update Wizard adding Contacts or Leads from a List View to a Campaign adding. and delete campaigns and configure advanced campaign setup. view the advanced campaign setup. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). lead. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. Unlimited. not for marketing purposes. The list does not retain the previous status for any campaign nor does it include any campaign that you don’t have access to view via sharing settings. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. The following tables describe additional methods to add campaign members.000 per import file 250 per list page 1 training & CertifiCation 33 . update. You can easily add members from a campaign member detail page by clicking the Manage Members drop-down button in the campaign detail section or in the Campaign Members related list.000 per report 50. Campaign FAQ available in: Enterprise. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. or delete existing campaign members. editing. only designated Marketing Users with the appropriate user permissions can create. edit.000 per report 50. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User.Salesforce. Edit Members – Search to view. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. Update & Add Members – Import File to edit campaign member status using an import file. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings.000 per import file 250 per list page 1 Adding Leads to Campaigns Lead Source a report of existing leads a CSV file of new leads a list view of existing leads an individual lead detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Lead import Wizard adding Contacts or Leads from a List View to a Campaign adding. Both contacts and leads can be associated with your campaigns as campaign members. or person account plus the individual’s current status on the campaign. or Cloning individual Campaign Members 50. or Cloning individual Campaign Members 50.csv). Marketing Users can import leads and use the campaign import wizards if they also have the Marketing User profile (or the “Import Leads” permission and “Edit” on campaigns).

Tagging Campaigns – If tags have been enabled. Tip: If your organization has enabled hover details. Leads. including activities. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Displaying and Editing Campaigns available in: Enterprise. you can search for an existing campaign or create a new parent campaign. click Edit. click the campaign name to display detailed information. click Printable View on the campaign detail page. Creating Campaign Hierarchies – When creating or editing a campaign. related list hover links display at the top of each detail page. Editing Campaigns – To update a campaign. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. contact. Printing Campaigns – To view a printable display of all information for the campaign. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. campaign hierarchies. Linking Contacts. click Save. Unlimited. or person account. you can use the Parent Campaign lookup field to assign a parent to your campaign. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. You can also click Save & New to save the current campaign and create another. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: to change campaigns: “read” on campaigns “edit” on campaigns anD Marketing User checked in your user information Displaying Campaigns – Once you’ve located a campaign on the campaigns home or list pages. Click more at the bottom of the page or View More below a related list to display more items. In the lookup dialog. Mouse over a related list hover link to display the corresponding related list and its number of records in an interactive overlay that lets you quickly view and manage the related list items. Note: If enabled by your administrator. and then change the fields you want to update.” or “Attended. You can also select a campaign name from the Campaign History related list of an associated lead. The related lists you see are determined by your personal customization and by any customization your administrator has made to page layouts or your permissions to view related data. you can edit fields directly on the detail page. contacts. You can click individual items to display additional detail. When you’ve finished. Use your browser’s Print function to print the display. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. and the opportunities that resulted from the campaign. attachments. Note: If your organization has enabled inline editing. If you have campaign hierarchies enabled.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. You can also click a related list hover link to jump down to the content of the related list without having to scroll down the page.Salesforce. If the record has already been tagged. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. or person accounts with a campaign or to update the status of existing campaign members.” “Responded. click one of the tag names to view a list of all records with that tag.com Certified administrator – Study guide ( Winter ‘11) Section 9-20. training & CertifiCation 34 .

Sharing – To share a campaign with other users. task. Enterprise. or attachment cannot be restored via undelete. What is the Automated Case User used for? The Automated Case User is the user who will be listed in the Case History for all automated case actions in Salesforce. Categorizing Solutions available in: Professional. Click Edit to change any of the listed support settings. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. Click on Setup | App Setup | Customize | Cases | Support Settings. This user will be listed on the case history for all actions that are system defined. click Back to list at the top of the campaign detail page. 2. 3. the Self-Service portal. any related items are also restored. or attachment from a case and then delete the case. If your organization has enabled collapsible page sections. case comments. all related events and tasks. follow these directions: 1. including: ▪ ▪ ▪ When a case is automatically assigned using assignment rules When a case is escalated When a case is created online via Web-to-Case To change the Automated Case User. accounts. and solutions are not deleted with the case. Unlimited. the event. Unlimited. 4.com Certified administrator – Study guide ( Winter ‘11) To return to the last list page you viewed. or click Delete on the case detail page. and the Customer Portal. Click Save. or roles. groups. Associated contacts. training & CertifiCation 35 .Salesforce. All automated case actions will now have this new Automated Case User listed on the Case History. Note: If you delete an event. Once your solutions are categorized. Each solution can belong to more than one category. If you undelete the case. Section 9-23. Section 9-22. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. When you delete a case. case comment. Section 9-21. The deleted case is moved to the Recycle Bin. you can browse for and find solutions by category from the Solutions tab or when solving a case. task. Professional. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. Deleting Cases available in: Group. case comment. click Del next to the case on the cases list page. and attachments are also deleted. click Sharing. Enterprise. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. use the arrow icons next to the section headings to expand or collapse each section on the detail page. Customers can also browse published solutions by category in public solutions.

To modify a translated solution’s categories. Select the custom object to display in the custom tab. Click Save. Note: You can create a custom report on solution categories. Unlimited. Click New in the Custom Object Tabs related list. a number enclosed in brackets [] appears next to the tab style name. 2. If you put solutions into only the most relevant categories. you have to modify the categories of its master solution. as described in Defining Custom Objects.Salesforce. Click Setup | Create | Tabs. The label of the new tab is the same as the plural version of the custom object label. The categories on a translated solution are synchronized with the categories on the master solution. 5.com Certified administrator – Study guide ( Winter ‘11) Administrators. and Developer editions User Permissions Needed to create and edit custom tabs: “Customize application” To define a new tab to display the data stored in your custom object records: 1. Once solution category browsing is enabled. If necessary. Enterprise. solution category information is not available in list views. 1. Repeat until you have added all applicable categories. click Select to add a category to the solution. If you haven’t already created the custom object. all users with the appropriate permissions can categorize solutions. If multilingual solutions is enabled for your organization. 2. click Deselect to remove a category from the solution. and users with the “Manage Categories” permission. We recommend that you limit the number of categories to which a solution belongs. This related list is not visible unless your administrator has defined and enabled categories. click Del in the Solution Categories related list on the solution detail page. see Customizing Solution Settings. Click a tab style to select the color scheme and icon for the custom tab. Mouse over the style name to view the tabs that use the style. In the solution category hierarchy. 3. translated solutions inherit solution categories from their master solutions. 4. Enterprise. Click Hide styles which are used on other tabs to filter this list. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. training & CertifiCation 36 . However. 3. Section 9-24. and Developer editions apex Page tabs available in: Group. click Create a new custom object now and follow the instructions in Defining Custom Objects. can categorize solutions prior to enabling solution categories for the entire organization. Unlimited. 4. Click Select Categories in the Solution Categories related list. they will be easier for users and customers to find. Professional. View the solution you want to categorize. If a tab style is already in use. Click the Tab Style lookup icon to display the Tab Style Selector. To later remove a category from a solution. For more information on how to enable category browsing. Professional.

Begin creating an event by doing one of the following: training & CertifiCation 37 . Default Off. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. The page layout controls which fields are visible and editable when users are entering data in the custom tab. if desired. Default Off. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. For example.Salesforce. Salesforce CRM replaces it with a default multicolor block icon. For Enterprise. and click Next. • Click Insert an Image. Default Off. click Create your own style on the Tab Style Selector dialog if you want to create a custom tab style and your organization has access to the Documents tab. • Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if they have customized their personal display. Note: This dialog only lists files in document folders that are less than 20KB and have the Externally Available checkbox selected in the document property settings. Unlimited. Enter a description of the tab. Choose the user profiles for which the new custom tab will be available: • Select Apply one tab visibility to all profiles and choose Default On. choose Default On. • Specify the custom apps that should include the new tab. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. enter a search term. Specify Tab Visibility. 6. • Select a file and click OK. Optionally. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. 7. Specify which fields display to users in the key lists section of the custom object tab home page. The New Custom Tab wizard reappears. select the document folder. If you choose Default On or Default Off. and click Next. click Search in Documents. • Alternatively. tab visibility is automatically set to Default On. If the document used for the icon is later deleted. 9. and click Go! to find a document file name that includes your search term. an option is added to the Create New drop-down list in the sidebar so users with the “Create” permission can quickly create a new record. • Alternatively. an Expense option appears in this list. select Apply a different tab visibility for each profile and choose Default On. For Professional Edition organizations. or Tab Hidden from the drop-down list.com Certified administrator – Study guide ( Winter ‘11) Optionally. and select the image you want to use. 8. • Click Save. Section 9-25. choose a custom link to use as the introductory splash page when users initially click the tab. and Developer Edition organizations. or Tab Hidden from the drop-down list for each profile. if the custom object displayed in the custom tab is named Expenses.

Once you’ve created the recurring event series. 4. Note that the Check Spelling button must be enabled by your administrator. • On a multiuser calendar. contacts. such as a weekly staff meeting that occurs every Monday at 11:00 a.com Certified administrator – Study guide ( Winter ‘11) • From the Calendar section of the Home tab. start date and time. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Note: Depending on the type of series you’re creating. Optionally. Note: If multiday events are enabled for your organization. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 training & CertifiCation 38 . click New Event. leads. Creating Recurring Events available in: All editions User Permissions Needed to create recurring events: “edit events” A recurring event is an event that repeats in a series. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. click on a time to create an event for that time. 5. such as Japanese. • On the day view of the calendar. This topic describes how to complete the Recurrence section on the New Event page. Optionally. select the users to invite and click New Event. Alternatively. • On the week view or the month view of the calendar. Optionally. 1. click New Event. and end date and time. click the Add Event Icon ( ) next to a date to create an event on that date.m. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. Spell checker does not support double-byte languages. Optionally. • From the Open Activities related list of an associated record. select Create recurring series of events to specify how often the event repeats. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. or resources are invited. Once you’ve created the recurring event series. click Check Spelling to spell-check the contents of the Description field. 2.Salesforce. Select the Create recurring series of events checkbox. 3. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. Select the frequency of recurrence. Enter the details of the event such as subject. click Add Invitees to make the event a group event to which users. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 2. you can create events that last up to 14 days. Click Save.

additionally. leads. available only in organizations that use divisions to segment their data. Link used to attend an online meeting. optional field that allows users invited to a group event to enter a note when they accept or decline the event. this field is for online meetings only. otherwise. this field is automatically filled in with the value from the corresponding contact or lead record. this field is not available in Personal edition. to assign the event to another user. this field can hold up to 32KB of data. contracts. available only for organizations that use multiple currencies. opportunity. Division to which the activity belongs. this value is automatically inherited from the related account. the phone number of the contact or lead associated with the event. this option is not available when you associate the event with a lead instead of a contact. Set the start date and end date. User who last changed the event. Picklist that determines how this event appears when another user views your calendar: busy. Checkbox that specifies whether the event lasts all day. User who created the event. users with the “View all Data” or “Modify all Data” permission can see private event details in reports and searches or when viewing other users’ calendars. this field appears only if multiday events are disabled. You can enter the name of the person or use the lookup icon to select the name. this field is automatically filled in with the value from the corresponding contact or lead record. if any. you can add the current time by clicking the time link next to the field. text note describing the event. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. or choose a date from the calendar that displays when you put your cursor in the field. or free time. the number identifying the meeting. enter a user’s name or select a user with the lookup icon. amounts display in the activity currency and are also converted to the user’s personal currency. case. the record that the event is associated with.com Certified administrator – Study guide ( Winter ‘11) 3. (read only) Location of the event. or custom object. You can enter a date. users with sharing access to the record can click it to view more details. out of office. exported data files will always contain private events. Contact or lead associated with the event. the event is assigned to the creator. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. this field is not available in Personal edition. Planned end date and time of the event. the length of a timed event in hours and minutes. lead. this field appears only if multiday events are enabled. the activity belongs to the global division. Webex meeting type. this field is for online meetings only. However. users with sharing access to the record can click it to view more details. accounts. such as an account. By default. name of the field that determines what picklist values are available for the record. including modification date and time. this field only displays if you have the “read” permission for that type of record. (read only) Planned date of the event. Event Fields Field Activity Currency All Day Event Assigned To Attendee URL Contact or Lead Created By Date Description the default currency for all currency amount fields in the activity. Description Division Duration Email End Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As training & CertifiCation 39 .Salesforce. Private events cannot be associated with opportunities. this field is for online meetings only. assigned owner of the event. campaigns. enter the password that meeting attendees should use to log in to the online meeting. this field appears only if multiday events are disabled. available in enterprise. this field is for online meetings only and is not available for trial meetings. or contacts. cases. the email address of the contact or lead associated with the event. including creation date and time. or custom object. Unlimited. and Developer editions. this field only displays if you have the “read” permission for that type of record. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field.

” • Optionally. see “Creating Group Tasks. this field appears only if multiday events are enabled.com Certified administrator – Study guide ( Winter ‘11) Field Start Description Planned start date and time of event. click Check Spelling to spell-check the contents of the Comments field. enter any dial-in instructions or details. To create a new task. • Click Task from the Create New. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. Alternatively. To save the current state of the checkbox as your personal default. type of the event. • Click New Task from the Open Activities related list of an associated record. you can add the current time by clicking the time link next to the field. • Use the Send Notification Email checkbox to specify whether or not to send a notification email to the task’s assignee when you save the task. entry describing subject of activity. or click Save & New Event to save the task and begin creating an event. training & CertifiCation 40 .” You can enter a subject or select from a list of previously defined subjects. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. drop-down menu in the sidebar. Organization-Wide Default Sharing Rule for Calendar Access System administrators have four options to choose from for the organization-wide default sharing rule for calendar access: 1. this field is available for Webex customers only. such as email or Meeting. Click Save. Subject Teleconference Details Teleconference Type Time Type Visible in Self-Service Creating Tasks available in: All editions User Permissions Needed to create tasks: “edit tasks” Tasks allow you to track the specific actions you plan to perform or have performed. To get started: • Click New from the My Tasks section of the Home tab. click Save & New Task to save the task and begin creating another new task. Section 9-26. 3. select Make this the default setting. this field appears only if multiday events are disabled. Note that the Check Spelling button must be enabled by your administrator.Salesforce. 2. Choose a Webex teleconferencing service. additionally. this field is for online meetings only... Hide Details – Others can see whether the user is available at given times. but cannot see any other information about the nature of events in the user’s calendar. such as “Meeting. each picklist value can have up to 40 characters. You can add the current time by clicking the time link next to the field. time of a planned event. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. follow these steps: 1. Spell checker does not support double-byte languages such as Japanese. such as making phone calls or sending mail.

Administrators and users with the “Manage Public List Views” permission can also edit or delete public views and some of the standard Salesforce CRM views. training & CertifiCation 41 . 2. select All. users. navigate. leads with a specific Lead Source. There may be additional options: • Lead and case list views can be restricted by queue. Specify Filter Criteria Filter by Owner These options vary. to specify the set of records to search.” Section 9-27. click Create New View at the top of any list page or in the Views section of any tab home page. You can create new list views to see a specific set of records such as contacts. or delete public list views: “read” on the type of record included in the list “Manage Public List Views” Note: If your administrator has enabled enhanced lists. 2. or My. To edit or delete any view you created. Enter the name to appear in the View drop-down list. To create a new view. documents. 4.Salesforce. or campaigns. Show Details and Add Events – In addition to the sharing levels set by Show Details.. Click Setup | Administration | Security Controls | Sharing Rules | Edit. and edit list data. this setting is set to “Hide Details and Add Events. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. • Activity list views have several options. users can insert events in other users’ calendars. Show Details – Users can see detailed information about events in other users’ calendars.. users can insert events in other users’ calendars. depending on the kind of record. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. or cases to use for mass email recipient lists. Enter View Name. leads.. In general. 3. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. My Territories means records associated with territories to which you belong. manage. Note: By default. click Edit next to the View drop-down list. For example. You can also create views of contacts.com Certified administrator – Study guide ( Winter ‘11) 2. • Price book list views can be restricted by price book. or opportunities above a particular Amount. Select the appropriate drop-down value for “Default Calendar Access. account and opportunity list views can be restricted by My Territories or My Territory Teams.” To change this setting: 1.. you can use additional tools to customize. create a list view of accounts in your state. edit. Fill in the following: 1. • If your organization has territory management.

Use the arrows to arrange the fields in the proper sequence. This option is not available in Personal Edition. specify conditions that the selected items must match. up to 255 characters are displayed in the list view. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission.to show records in your current working division. Alternatively. Select --Current-. To create list views that only your Salesforce CRM users can see. Unlimited. To see a list view. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. Note: List views are visible to your customers in the Salesforce CRM customer portal if the Visible to all users radio button is selected for views on objects assigned to customer portal users’ profiles. This option is disabled if you aren’t searching all records. To share the list view. select a field name and click the Add or Remove arrow. select Visible to certain groups of users. When you select a long text area field.com Certified administrator – Study guide ( Winter ‘11) Filter by Campaign This option is available on the following list views: • Contacts home • Leads home • Mass email contacts • Mass email leads • Mass add campaign members wizard • Mass update campaign members wizard If you’re editing a list view that is filtered by campaign and don’t have at least “Read” access to the campaign. choose the type of group or role from the drop-down list. users must also have the appropriate “Read” permission on the type of records within the list view. You can choose up to 15 different fields to display in your view. Filter by Additional Fields Optionally. such as Lead Source equals Web. 4. role. and click Add. Enterprise. you’ll receive an error when attempting to save the list view. 3. select Visible to certain groups of users. or role including all users below that role to see the custom view. select the division that records in the list view must match. and then share it with the All Internal Users group or a selected set of internal groups and roles. and Developer Edition users can specify a public group. specify whether everyone or just you can see the custom view. training & CertifiCation 42 . To add or remove fields. You can also use special date values in your filter criteria. You can display only the fields that are available in your page layout. select the group or role from the list below it. Select Fields to Display The default fields are automatically selected.Salesforce.

com Certified administrator – Study guide ( Winter ‘11) When implementing a customer portal. or records owned by or shared with users in roles below you in the role hierarchy. activity does not have a green sheet.Salesforce. not an event. not events. the lookup icon automatically displays when you choose to filter on one of the special picklists. click Back to list at the top of any detail page. Unlimited. you can use special picklist values for your search criteria. activity is an event. To return to the last list page you viewed. the account is a business account. When creating filter criteria. the event is the meeting invite sent to another user for a group event.” Alternatively. To show all closed/lost opportunities. Activities: Closed Campaigns: Active training & CertifiCation 43 .) Archived activities are not included in activity list views.” Note: If you are creating filter criteria for a report or list view. applies only to events. such as in a list view or report or when mass-deleting records. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM Edition you have. enter “Won equals True” as your search criteria. activity is a task. Campaign is inactive. you can view only those fields that are visible in your page layout and field-level security settings. Campaign is active and can be chosen from various campaign picklists. applies only to events. that is. 5. note that your administrator may have customized the name of this field. create custom views that contain only relevant information for customer portal users and then make those views visible to customer portal users by sharing them with the All Customer Portal Users group or a selected set of portal groups and roles. applies only to tasks. Click Save. Note: You can rename an existing list view and click Save As to save the criteria of the list view without altering the original view. Click the lookup icon to choose the value “True” or “False. and Developer Editions. These are special picklists with values of either “True” or “False. the task Status field has a “Closed” value. task is still open. such as in the campaign import wizards. records that have been shared with you. the task has been closed. enter “Closed equals True” and “Won equals False. (Field-level security is available only in Enterprise. In addition. not tasks. the event is marked as an all-day event. the account is a partner account or the lead or opportunity owner is a partner user. The view appears in the View drop-down list so you can access it later. the event has a specific time. not tasks.” For example. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. to show all opportunities you’ve won. you can manually enter “True” or “False” in the filter criteria. leads. the account is not a partner account or the lead or opportunity owner is not a partner user. the event is the original group event assigned to the event host. Note: The information you see in list views is only the data to which you have access— records you own or have read or read/write access to. this field displays as the person account icon.

Product is inactive and cannot be added to opportunities. the case is open. Case is still open. Product does not have a default revenue schedule. Case has a comment added by a Self-Service user. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the opportunity is closed and won. that is. the Stage field has a value of the type Closed/Won. the case Status field has a “Closed” value. Case has a new comment added by a Self-Service user. Product does not have a default quantity schedule. the lead may receive mass email. the Private box on the opportunity is not checked. Case has been automatically escalated via your organization’s escalation rule. the contact is not enabled for Self-Service.” Case has been closed. the lead has been converted. Product has a default revenue schedule. the opportunity is still open. that is. the partner for the opportunity has not been marked as the primary partner. Case does not have a Self-Service comment. Product has a default quantity schedule. that is. the case Status has a value that is not equivalent to “Closed. the lead has been viewed or edited at least once by the owner since it was assigned.Salesforce. the contact cannot be included in a mass email recipient list. the partner for the opportunity has been marked as the primary partner.com Certified administrator – Study guide ( Winter ‘11) Special Picklist Field Value Cases: Closed true false true false Cases: New SelfService Comment Cases: Open (Only for reports) Cases: Self-Service Commented Contacts: Email Opt Out Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out true false true false true false true false true false true false true false true Leads: Unread false true Opportunities: Closed false Opportunities: Primary (Only for Partner Opportunities report) Opportunities: Private false true Opportunities: Won false true Products: Active false Product: Has Quantity Schedule Product: Has Revenue Schedule Solutions: Visible in Self-Service Portal true false true false true false true false true Description the case is closed. the Stage field has a value of the type Closed/Won or Closed/Lost. Case does not have a new Self-Service comment. the opportunity owner has checked the Private box on the opportunity edit page. the contact may receive mass email. the lead cannot be included in a mass email recipient list. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the lead has not yet been viewed or edited by the owner since it was assigned to that user. that is. the lead has not been converted. the opportunity is closed. the opportunity has not been won. Cases: Escalated training & CertifiCation 44 . Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the contact is enabled to log in to your Self-Service Portal. the Stage field may have a value of the type open or Closed/Lost. Case has not been escalated.

com. you can: ▪ ▪ Take advantage of Google AdWords as a lead generation tool Correlate clicks on Google advertisements with Salesforce CRM leads 45 training & CertifiCation . the solution Status field has a “reviewed” value. Enabling Territory Management available in: Enterprise. Unlimited. User is a partner user. To request territory management for your organization. User is not enabled to manage campaigns. With Salesforce CRM for Google AdWords. Many salesforce. Users: Active Users: Offline User Users: Marketing User User: Is Partner Note: The special picklists you can view are only those that are visible in your page layout and field-level security settings. Solution is not reviewed. (Field-level security is available only in Enterprise. User is not enabled for force.) Section 9-28. that is.google. Google AdWords What is Google AdWords? Google AdWords (http://adwords. and Developer Editions. Section 9-29. After you’ve completed the prerequisites. the translated solution has been updated to match the master solution with which it is associated.com customers advertise online with Google AdWords as a mechanism to generate leads. the translated solution has not been updated to match the master solution with which it is associated. contact salesforce. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. User can manage campaigns. What is Salesforce CRM for Google AdWords? Salesforce CRM for Google AdWords connects Salesforce CRM with Google AdWords.Salesforce. including Google. you’ll be ready to turn on territory management for your organization. User has access to use force. User is not a partner user. allowing you to track the effectiveness of your online advertising investments.com Certified administrator – Study guide ( Winter ‘11) Special Picklist Field Value true Solutions: Reviewed false true Solutions Out of Date false true false true false true false true false Description the solution has been reviewed. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management.com offline use.com) is an online advertising service used to create advertisements that display on major search engines. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. User is active and can log in. Unlimited. User is inactive and cannot log in.com offline.

You can publish the presentation to a public workspace or keep it in your personal content area. 2. sales opportunities. Note: Working with presentations requires Adobe Flash® Player.com Certified administrator – Study guide ( Winter ‘11) ▪ ▪ ▪ Track the results of Google AdWords campaigns from Salesforce CRM Analyze which keywords and advertisements are generating leads. or modify a presentation. Depending on whether you want to create.com does not delete existing presentations but they cannot be customized or modified. Salesforce.Salesforce. Professional. Group. In Salesforce CRM Content. use one of the following options: Note: The following options are only available if Enable presentation assembly is selected on the Setup | Customize | Salesforce CRM Content | Settings page.5 or higher. on the content details page click Edit | Edit Presentation. on the content details page click Clone & Customize. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. If you do not have Flash installed.com provides a link to Adobe’s website where you can download Flash for free. it may time out. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. Enterprise. • To create a new presentation. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager.0. click the Workspaces tab and then choose Create New | Presentation. When you publish a PowerPoint file. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. If presentation assembly is disabled after presentations have been created. and Developer editions User Permissions Needed to create presentations: Manage Workspaces checked in your workspace permission definition or add Content checked in your workspace permission definition Note: Microsoft Office 2007 file previews are currently available through a pilot program. or modify a presentation. select a specific training & CertifiCation 46 . Click Search presentations to display all the PowerPoint files in your workspaces or click Search slides to display all the individual slides in your workspaces. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. Unlimited. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. To work with presentations: 1. and new customers Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns Creating and Modifying Presentations in Salesforce CRM Content Section 9-30. To refine your results. Salesforce CRM Content not only uploads the entire file to your workspace but also extracts the individual slides so they are available when you assemble or modify a presentation. Note: When you create. copy. In this case. • To create a new presentation by copying an existing presentation. version 9. • To modify a presentation and save it as a new version. clone & customize.11. or you can browse all slides published into your workspaces. Salesforce.

Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab.com Certified administrator – Study guide ( Winter ‘11) workspace to search or enter a search term in the text box before clicking either button. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. you can enter tags in the Tags field. hover over a document and click the garbage can icon ( document from the presentation you are assembling. choose Save in my personal workspace. Your tagging permission depends on the tagging rule assigned to the workspace: ë If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule. Note: Some slide thumbnails may not be visible or may only be partially visible. Tag your content. but you can click on them to see the preview in the lower half of the window. hover over a presentation and click the slides icon ( presentation. Salesforce CRM Content associates your content with your personal language setting. If you do not want the presentation to be visible to other users in your organization. b. Select a workspace. When you select a tag it turns green. ë If your administrator assigned the guided tagging rule. • In search results. Choose Add to presentation or Hide preview as needed. • In search results. assign or change the presentation’s name. If users restrict their content searches to a particular language. complete the Reason for Change field. click a file or slide to preview it in the lower half of the window.Salesforce. only content associated with that language is displayed in the search result set. c. you must choose from the list of ë You can’t change or delete tag names. If you do not choose a language. If you are modifying the presentation. a. Optionally. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. In the Save or Publish Content dialog: 4. 5. 3. You can re-upload the slide if you want the thumbnail to be visible. To publish the content on behalf of another author. f. but that doesn’t training & CertifiCation 47 . for example if your work is still in progress. add or modify the presentation’s description. tags or enter a new tag. You can remove tags from a document. The following options help you assemble your presentation: • In search results. Optionally. Click a tag to add it to the Tags field automatically. The Language drop-down list is displayed if multi-language support is enabled. e. When you are done assembling your presentation. suggested tags. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. click Cancel to return to your starting point. hover over a slide and click the presentation icon ( that use that slide. delete the tag. choose a language. choose that author from the drop-down list. click Save. As you type a tag. Click a suggested tag to add it to the Tags field automatically. d. • Click Clear at any time to revert your changes.

salesforce. h. Click Publish. Sg_Certifiedadmin_Winter11_2010-11-15 . The content type determines which custom fields appear for you to categorize and define your content.com. CA. salesforce. 94105 United States 1-800-NO-SOFTWARE www. All rights reserved.. If multiple content types are available. or publish another file.com and the “no software” logo are registered trademarks of salesforce. inc. and salesforce. g.com Global Offices Latin America Japan Asia/Paci c EMEA +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 Copyright ©2010.ë Tags are case insensitive. You can then view the content details page.com. return to the Workspaces tab. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. Other names used herein may be trademarks of their respective owners. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. You can’t have two tags with the same name even if they use different upper and lowercase letters. choose one from the drop-down list. Salesforce. The case of the original tag is always used. inc.com owns other registered and unregistered trademarks.

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