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com Certified Administrator
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Summer ‘10)
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 .......................................................................................................................................20 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................23 refreshing Dashboard Data ........................................................................................................................24 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................30 Defining Custom report types ..................................................................................................................30 Updating Campaign History .......................................................................................................................32 Displaying and editing Campaigns ..........................................................................................................33 Deleting Cases...................................................................................................................................................34 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 .........................................................................................................................40 enabling territory Management................................................................................................................45 google adWords ..............................................................................................................................................45 Creating and Modifying Presentations in Salesforce CrM Content ............................................45
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Summer ‘10)
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
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
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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
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training & CertifiCation
Salesforce.com Certified administrator – Study guide (Summer ‘10)
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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:
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
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
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.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
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 . Locale. identify. 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.com Certified administrator – Study guide (Summer ‘10) 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.Salesforce. Currency. 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.
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 .Salesforce. modify.com Certified administrator – Study guide (Summer ‘10) 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. Web-to-Lead. 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 .com Certified administrator – Study guide (Summer ‘10) 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. assignment rule.
Salesforce.com Certified administrator – Study guide (Summer ‘10) Service & Support Administration (continued) Configure the settings and rules for Case processing. assignment rule. Applications. The actual exam questions may be more or less difficult than this set of questions. 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.com Certified Administrator exam. escalation rules. including Business Hours. but should be used to become familiar with the types of questions on the exam. These questions are not designed to test your readiness to successfully complete the certification exam. Sample Exam Questions training & CertifiCation 6 . 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. & 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. Web-to-Case.
B. C.com Certified administrator – Study guide (Summer ‘10) 1. D.Salesforce. Nothing—they’ll see the application in Spanish immediately.) A. B. B.) A. C. Sales User Marketing User Invoice Manager Contract Manager 4. Who may be assigned a workflow task? (There are five correct answers. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. D. E. C. Logout. An administrator changed the organization’s default language from English to Spanish. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. C. D. Which profile is a standard Profile? (Select all that apply. C. Purchase Unlimited Edition licenses Request a feature license from salesforce. Change their language personal preference to Spanish. D. Refresh their browser. What must end users do to see this change? A. What must an Administrator do to enable Advanced Currency Management for an organization? A. C. 3. B.com Enable Customizable Forecasting Enable Multiple Currencies 6. D.) A. then log in again. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. B. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . 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. F. D. B.
C. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. any login from an undesignated IP address is denied and any login from a specified IP address is allowed.com Certified Administrator exam.com Connect for Office. A. B. C 3. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. In preparing for the Salesforce. 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. When users log in to Salesforce. D. Section 9-1. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. Force. If IP address restrictions are defined for the user’s profile. F Section 8. training & CertifiCation 8 . Salesforce CRM then checks whether the user’s profile has IP address restrictions.com Connect for Lotus Notes. E.com Connect Offline. Certified salesforce. B 5. the API. B. 2.Salesforce. the login is allowed. Salesforce CRM confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions. either via the user interface. Organization-Wide Trusted IP Address List For all users. or the Data Loader.com Connect for Outlook. After 1 year.com professionals will be notified automatically when new release content and exams become available. Maintaining a Certification Section 9. along with the associated exams. for 1 year. or a desktop client such as Force. you can set a list of IP address ranges from which they can log in. you can set the hours when users can log in and the IP addresses from which they can log in. there is a maintenance fee of $100 to keep the certification current for the following year. Force. If login hour restrictions are specified for the user’s profile. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. D 1.com Certified administrator – Study guide (Summer ‘10) Section 7. All certifications include access to new release content for subsequent releases. 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. C Answers to Sample Exam Questions 6. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. D 4. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. If profile-based IP address restrictions aren’t set. any login outside the specified hours is denied. A. Force.
Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. the activation link expires and users must repeat the activation process to log in. users must add their security token to the end of their password to log in. and the security token is XXXXXXXXXX. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. 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. When a user changes his/her password or resets the security token. then the user must enter mypasswordXXXXXXXXXX to log in. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. Furthermore. 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. 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. For more information on API login faults. if the security token is enabled for your organization. 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. see the Core Data Types Used in the API Calls topic in the Force. For example. A security token is an automatically generated key from Salesforce CRM. or has the password reset. changes the password. if their profile has IP address restrictions set. if a user’s password is mypassword.com Web Services API Developer’s Guide. 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. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. 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. the login is allowed. The security token is valid until a user resets the security token. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. However. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. the login is blocked. the user’s security token is automatically reset. If single sign-on is enabled for your organization.com Certified administrator – Study guide (Summer ‘10) • If the user’s login is from an IP address in your organization’s trusted IP address list. 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 .Salesforce. 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. After 24 hours. For access via the API or a client. Whenever a login is blocked or returns an API login fault. Partner portal and customer portal users aren’t required to activate computers to log in. 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.
Click Save when finished. the system ends the user’s session when the restricted hours begin. Select an object from the drop-down list and click Customize My Pages to customize your display. if you have multiple apps. Click Setup | Manage Users | Profiles and select a profile. To prohibit users from using the system on a specific day. 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. Set the days and hours when users with this profile can use the system. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. set the start and end times to the same value. For all other tabs. Click Edit in the Login Hours related list. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. and click Save. To change the order of the related lists. Select “None” for the start and end times to allow users to be logged in at any time. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure.Salesforce. you’ll see the tabs that are set for your profile. Note: Before enabling custom fiscal years. Section 9-2. Note: If a user logs in before the restricted hours. 6. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. 1. select a related list title and click the Add or Remove arrow. To add or remove related lists. By default. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. training & CertifiCation 10 . change the display order if desired.com Certified administrator – Study guide (Summer ‘10) Setting Login Hours Permission Needed: “Manage Users” You can set the hours when users with a particular profile can use the system. Add each tab you want to display. 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. to change which tabs display in each app. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. 5. customize the dashboard snapshot that displays on the Home tab. For your Home tab. Select the dashboard to use and click Save. 3. 4. Section 9-3. select a related list title in the Selected List box and click the Up or Down arrow. set which related lists display on your detail pages. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. make sure you’ve exported any data related to fiscal periods. Click Save. 2.
Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. click OK. Section 9-4. Enabling custom fiscal years impacts your reports. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. and other date-sensitive material. Do not enable custom fiscal years unless you understand and are prepared for all the implications. click Cancel. Visualforce – Administrators and developers can create templates using Visualforce. 3. Optionally. 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. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. 3. Select Custom Fiscal Year. Click Setup | Company Profile | Fiscal Year. generate weekly export data. where the content of a template can contain information from multiple records. Actual b. Back up your current data. 2. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. Text – All users can create or change text email templates. 5.” All these email templates can include text.com Certified administrator – Study guide (Summer ‘10) To enable custom fiscal years: 1. 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. quotas. merge fields. 2.Salesforce. You must either know HTML or obtain the HTML code to insert in your email template. Click Enable Custom Fiscal Years. Once you’ve enabled custom fiscal years. If you aren’t certain you want to enable custom fiscal years. 4. 4. Warning: Custom fiscal years cannot be disabled once enabled. forecasts. define your fiscal year. and attached files. training & CertifiCation 11 . Visualforce email templates allow for advanced merging with a recipient’s data. a. 6. See “Creating Visualforce Email Templates. This change will affect opportunities and forecasts organization-wide.
make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. If you select an image logo or other graphic file. ▪ Click Attach File from the Attachments related list to add an attachment to the template. Click Clone to clone a template. When you leave the text-only version blank. From any Email Templates page: ▪ The Visualforce Attachments related list indicates which attachments are being generated through Visualforce markup. If you have permission to manage public email templates. Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. If you choose not to leave the text-only version blank and instead manually create a text-only version. Initially.” 12 ▪ ▪ ▪ ▪ training & CertifiCation . the text-only version is automatically generated when you edit the HTML version. To select a file: • Click the Search in Documents link to search for files in the Documents tab. click Show Dependencies to see what components the template references. If you leave the text-only version blank. For more information. the author is the person who created the email template. For Visualforce templates: • Click Edit Template to change the markup of the template page.com Certified administrator – Study guide (Summer ‘10) To manage your personal email templates. you can click [Change] next to the Author field to select a different author. subject. • Click Preview to view a sample of the template markup populated with data from your records. For more information. or merge fields. click Setup | Communication Templates | Email Templates. You can also send an email preview. 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. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. Note: Salesforce. Click Delete to remove the template.com recommends that you leave the text-only version blank. Salesforce CRM automatically creates the text-only content based on the current HTML version. click Setup | Email | My Templates. The attached file is included in every email that uses the template. edits to the HTML version are not reflected in the text-only version. see “Cloning Email Templates.” If “Developer Mode” is enabled.Salesforce. • Alternatively. • Click Edit Text Version to change the content or merge fields of the text-only version. If you have the “Manage Public Templates” permission. click Edit to change the message content. see “Understanding Dependencies.
if a field is required in the page layout and read only in the field-level security settings. Managing Record Types available in: Enterprise. and offer different picklist values for each.com Certified administrator – Study guide (Summer ‘10) Section 9-5. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements.Salesforce. available in: Enterprise. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. Force. and page layouts to different users based on their profiles. search results. picklist values. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. You cannot delete all the record types for an object if the object is referenced in an Apex Code script. case 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 Salesforce CRM customer portal. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. Unlimited. Person accounts are account records to which a special kind of record type has been assigned. support processes. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. reports. Record types can be used in various ways. Important: The following user permissions override field-level security: ▪ ▪ “Modify All Data” “View All Data” 13 training & CertifiCation . and you can create additional person account record types. Unlimited. Lead Status. list views.com Connect Offline. These record types are called person account record types. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. custom links. You can change the name of this record type. and solution Status. The most restrictive field access settings of the two always apply. For example. the Salesforce CRM partner portal. 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. lead processes. 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. and solution processes: opportunity Stage. and when synchronizing data or importing personal data. email and mail merge templates. Setting Field-Level Security ▪ ▪ Section 9-6. the field-level security overrides the page layout and the field will be read only for the user.
click View next to the tab you want to modify. Custom Field Types The first step in creating a custom field is choosing the type of field. or editable (visible without read only) for users based on their profile. 3. Specify whether the fields should be visible. Section 9-7. Below is a description of each custom field type: Field Type Auto Number Checkbox Description automatically assigns a unique sequential number to each record. read only. you can: ▪ Create page layouts to organize the fields on detail and edit pages. They also may be visible to users even though they reference fields your users can’t see. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. hidden. After setting field-level security for users based on their profiles. the maximum length of any auto-number field is 30 characters. and then click Edit.Salesforce. ë Select the field you want to modify. Universally required fields always display on edit pages regardless of field-level security. To define field-level security: 1. training & CertifiCation 14 . When using a checkbox field for a report or list view filter. ë In the Field-Level Security section. Verify users’ access to fields by checking the field accessibility grid. use “true” for checked values and “false” for unchecked values. then use page layouts primarily to organize detail and edit pages within tabs. ë Click Set Field-Level Security. Set the fields that display in search results. ▪ ▪ Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. 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.com Certified administrator – Study guide (Summer ‘10) ▪ “View Encrypted Data” You can define field-level security from a profile or from a particular field. click a tab or activity link. Note: These field access settings apply throughout Salesforce CRM. Tip: Use field-level security as the way to restrict users’ access to fields. This process reduces the number of page layouts for you to maintain. 20 of which are reserved for prefix or suffix text. The settings also override any lessrestrictive field access settings on the page layouts. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. allows users to check a box indicating a true or false attribute of a record. Click Save. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. and in the key lists on tab home pages. 2. ë Select a profile to change the field access for users with that profile. in lookup dialog search results.
allows users to select more than one picklist value from a list you define. You can create lookup relationship fields that link to users. the email is not logged as an activity in the activity History related list. you can limit the data by specific dates using any custom date field. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. such as record deletion and security. workflow rules. in reports. the system automatically adds the percent sign to the number.com recommends that you don’t use a custom phone field for fax numbers.com Certified administrator – Study guide (Summer ‘10) Field Type Currency Date Date/Time Description allows users to enter a currency amount. minimum. Salesforce CrM validates the value to ensure it’s in the proper format. a lookup relationship has no effect on record deletion or security. salesforce. for example. allows users to automatically calculate values based on other values or fields such as merge fields. you can create a custom hierarchical relationship field to store each user’s direct manager. if a lookup field references a record that is deleted. Text Text (Encrypted) Text Area training & CertifiCation 15 . for example. allows users to enter a date or pick a date from a pop-up calendar. numbers. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. the system automatically formats the field as a currency amount. Salesforce CrM automatically formats it as a phone number. on the associated record. Users can click on the field to launch their email program and send an email to that address. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a pop-up window. for example. Note: if you’re using Salesforce CrM’s call center.Salesforce. allows users to enter an email address. 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. “10”. contact salesforce. Consequently. Salesforce CrM sets the lookup field to null and does not run any apex triggers. and any leading zeros are removed. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. or maximum value of related records. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. allows users to enter a percentage number.com. you can then display a related list to show all the records that are linked to it. and the lookup field is not required in the page layout. allows users to enter any combination of letters. standard objects. the time of day includes aM or PM notation. or symbols that are stored in encrypted form. allows users to enter up to 255 characters that display on separate lines similar to a Description field. allowing click-to-dial functionality. You can set a maximum length of up to 191 characters. for example. numbers. allows users to enter a date or pick a date from a pop-up calendar and enter a time of day. You can set a maximum length. custom phone fields are displayed with the button. validation rules. Creates a relationship between records where the master record controls certain behaviors of the detail record. or custom objects. Note: available for custom objects only. Email Formula Hierarchical Relationship Lookup Relationship Master-Detail Relationship Number Percent Phone allows users to enter any number. this field is treated as a real number. Note: Lookup relationship fields are not available in Personal edition. allows users to enter any combination of letters. you can limit the data by specific dates and times using any custom date field. or roll-up summary fields. or symbols. in reports. to enable encrypted fields for your organization. these fields display each value separated by a semicolon. up to 255 characters. allows users to enter any phone number. this functionality can be useful if you export data to excel or another spreadsheet. automatically displays the record count of related records or calculates the sum. Creates a relationship between two records so you can associate them with each other. although you can create a master-detail relationship field on a custom object that links to a standard object. Creates a hierarchical lookup relationship between users. they can also add the current date and time by clicking the date and time link next to the field.
these 2 characters count toward the 32. or opportunity fields. note that only the first 50 characters are displayed on the record detail pages. a line break and a return character are added to the text. • Remember to map custom lead fields of type Number.Salesforce. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. Currency. or opportunity field into which you want the information inserted when you convert a lead. contact. or Picklist. Mapping Custom Lead Fields available in: Group.000 characters that display on separate lines similar to a Description field. Note: If you change the data type of any custom field used for lead conversion. For example. contact. any length from 256 to 32. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. Unlimited. ë You can map auto-number fields to fields of type Text. or percent fields of exactly the same length and decimal places. If your organization has custom lead fields. contact. However. Click Save. the information from the standard lead fields is inserted into standard account. currency. • Remember to map custom lead fields to other custom fields of the same data type. There are some exceptions: ë You can map between text and picklist fields.com Certified administrator – Study guide (Summer ‘10) Field Type Text Area (Long) Description allows users to enter up to 32. For each custom lead field. contact. ë You can map fields of type Text or Text Area to long text area fields.000 character limit. allows users to enter up to 255 characters of any valid Web site address. you can specify how you want that custom information converted into custom account. choose a custom account. ë Do not map custom formula fields to other formula fields or any other type of field. or Percent to other number. Select Setup | Customize | Leads | Fields | Map Lead Fields. Professional. the UrL will open in a separate browser window. and opportunity. Enterprise. that lead field mapping will be deleted. note that every time you press Enter within a long text area field. if your lead currency field has a length of 3 and 2 decimal places. To specify the mapping for custom lead fields: 1. map it to another custom currency field with a length of 3 and 2 decimal places. URL Section 9-8.000 characters is allowed. this data type is not available for activities or products on opportunities. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. and opportunity fields. ë Roll-up summary fields are not available for mapping lead fields of converted leads. and Developer editions User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. if desired. that is. training & CertifiCation 16 . Text Area. You can set the length of this field type to a lower limit. When users click on the field.
Where will the new tab. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. Please review the information below in detail. please follow the instructions at the end of this message. Partners. Cases. You will need to rename each tab manually. Note: You cannot rename the Forecasts tab. if you rename Accounts to Companies.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. 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. Contacts.Salesforce. especially in the areas of help. object. all references to “accounts” will be changed automatically to “companies. For example. In other words. and release communications. Leads. support. This list includes but is not limited to custom fields. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. reports.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. and communication templates. Salesforce. your users will first see a new overview page when they click on our online help links.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. and Solutions. will automatically reflect the new terminology you define. views. In addition. however. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. you can also create your own online help and user training & CertifiCation 17 . page layouts.com disable this feature): Renaming salesforce. If you’re ready to move ahead with this feature.com Certified administrator – Study guide (Summer ‘10) Section 9-9. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. For example. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them.” you’ll have to change it to “Company Health Check” to reflect your new terminology. including Personal Setup pages. record types. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. 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 field names show up within the application? All Salesforce CRM pages accessible by your end users. Assets. Campaigns. training. if you already have a custom email template titled “Account Health Check. Opportunities. Price Books. If your organization renames tab and object names. Contracts. Documents. 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. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. Products. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts.
Shift_JIS.com. Shown only in organizations using multiple currencies. but is not supported by some older email software. 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 Default Division Description Checkbox that enables or disables a user interface mode designed for visually impaired users. reports. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help.com. this setting does not restrict the user from viewing or creating records in other divisions.com Certified administrator – Study guide (Summer ‘10) documentation. such as Customer Support. email address of a user. Up to 40 characters are allowed in this field. the default division is not used. this user can also approve approval requests for users. enables development mode for creating and editing Visualforce pages. available only in organizations that use divisions to segment their data. EUC-JP. Country portion of the user’s address. Character set and encoding for outbound email sent by a user from within Salesforce. Up to 40 characters are allowed in this field. Up to 8 characters are allowed in this field. Up to 80 characters are allowed in this field. this must be one of the active currencies for the organization. opt in to receive administrator-targeted promotional emails from salesforce. the new record is assigned to the existing record’s division. the name of the call center to which this user is assigned. Up to 80 characters are allowed in this field. administrative checkbox that enables or disables user login to the service. Division that is applied. UTF-8 (Unicode) represents all characters for all the world’s languages. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. and reports. this field is only visible to organizations that have Visualforce enabled. Street address for a user. Up to 255 characters are allowed in this field. Depending on the approval process settings. PC Sales group. (read only) User’s default currency for quotas. Must be a valid email address in the form: jsmith@acme. name of the associated contact if the user is a partner user. User Fields The available fields vary according to which Salesforce CRM edition you have. this field is not available if your organization has disabled your choice to receive emails from salesforce.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. ISO8859-1 represents all Latin characters and should be used by english-speaking users. indicates whether the user is allowed to use customizable forecasting.Salesforce. available only for organizations that use multiple currencies. forecasts. and other pages where the entire name does not fit. Employee Number training & CertifiCation 18 . Section 9-10. Company name where the user works. User who created the user. City portion of the user’s address. group that user works for. unless he or she explicitly sets a different division. Up to 40 characters are allowed in this field. 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. identifying number for a user. to all new accounts and leads created by the user. Users can change their division at any time. Company division to which user belongs. and ISO-2022-JP are useful for Japanese users. When users create records related to an account or other record that already has a division.com. indicates whether an aPi token has ever been reset. Some fields are only displayed to administrators when creating or editing users. Short name to identify a user on list pages. Up to 40 characters are allowed in this field. including creation date and time. by default. for example. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. Salesforce. User’s default currency setting for new records.
(read only) Combined first and last name of a user. leads. first name of a user. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. 2:00 PM). enterprise. allocates one Salesforce CrM mobile license to the user. including modification date and time. Salesforce CrM lets you inactivate users who are referenced in the Manager field. all text and online help is displayed in this language. a user’s individual Language setting overrides the organization’s Default Language. available at Setup | My Personal Information | Personal Information. Country or geographic region in which user is located. Note: Unlike other hierarchy fields. available only for organizations that use multiple currencies. edit.com. whereas the Chinese (China) locale displays the name as Johnson Bob. for example. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. for Personal and group edition users. and Unlimited edition. their personal locale. Manager Lookup field used to select the user’s manager. the organization’s Display Language applies to all users. disable the checkbox for all your users. the default currency for all currency amount fields in the user record. Last Login Last Name User License Locale Date of last login. Mobile Mobile User Cellular or mobile phone number. administrative checkbox that indicates whether a user has access to use force. opt in to receive user-targeted promotional emails from salesforce. for example. this field defaults to the mobile configuration assigned to the user’s profile. the primary language for the user. and contacts. for all other users. as displayed on the user detail page. this field establishes a hierarchical relationship. to use the campaign import wizards. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. preventing you from selecting a user who directly or indirectly reports to himself/herself. indicates the type of user license. they display using a 24-hour clock (for example. in organizations using Professional.com offline. Used to define the times that display in the user’s calendar. Bob Johnson in the english (United States) locale displays as Bob Johnson. Up to 80 characters are allowed in this field. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. date/time.Salesforce. granting the user access to Salesforce CrM’s mobile capabilities. if no mobile configuration is specified. the Locale setting also affects the first and last name order on Name fields for users. and number fields. Up to 40 characters are allowed in this field. Up to 40 characters are allowed in this field. Modified By Name Newsletter Offline User User who last changed the user fields.com. overrides the organization setting. the value used to identify a user for federated authentication single sign-on.com Certified administrator – Study guide (Summer ‘10) Field End of day Fax Federation ID First Name Information Currency Language Description time of day a user generally stops working. and delete campaigns and configure advanced campaign setup. the Mobile User checkbox is enabled by default for Unlimited edition users. whereas in the english (United Kingdom) locale. 14:00). this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. the locale is set at the organization level via Setup | Company Profile | Company Information. this field is not available if your organization has disabled your choice to receive emails from salesforce. as displayed on the user edit page. as displayed on the user edit page. training & CertifiCation 19 . not available in Personal edition or group edition. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. (read only) Last name of a user. fax number for a user. the Locale setting affects the format of date. Marketing User Checkbox that indicates whether a user has access to create. Mobile Configuration the mobile configuration assigned to the user. 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).
enterprise. administrative field that defines a user’s permission to perform different functions within the application. roles are selected from a picklist of available roles. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. Up to 20 characters are allowed in this field. to receive email. time of day a user generally starts working. Listing of custom links for users as set up by your administrator. such as Western region Support Manager. which can be changed by an administrator. State or province portion of a user’s address. Unlimited. if selected. the user must also select the Receive Salesforce Content Email Alerts checkbox. Used to define the times that display in the user’s calendar. Enterprise. 4. Up to 40 characters are allowed in this field.Salesforce. or authors. Optionally. available in enterprise and Unlimited editions only. Zip code or postal code portion of a user’s address. you can transfer from users or queues. administrative field that defines the user’s login. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. 3. if selected. not available in Personal edition or group edition. Up to 20 characters are allowed in this field. workspaces. or authors. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content.” 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. For leads. Primary time zone in which a user works. tags. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. Click the link for the type of record to transfer. Checkbox that specifies if the user was created via self-registration to a customer portal. if selected. administrative field that specifies the position of a user within an organization. to receive real-time email alerts. 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. tags. and Unlimited editions only.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. available in Developer. Choose Setup | Data Management | Mass Transfer Records. Professional. Transferring Records available in: Group. amount of disk storage space the user is using. Up to 80 characters are allowed in this field. fill in the name of the existing record owner in the Transfer from field. 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. workspaces. Section 9-11. Before transferring a record. training & CertifiCation 20 . Up to 80 characters are allowed in this field.com Certified administrator – Study guide (Summer ‘10) Field Phone Self-Registered via Customer Portal Profile Receive Salesforce Content Daily Digest Receive Salesforce Content Email Alerts Role Description Phone number of a user. Users in arizona should select the setting with “america/Phoenix. 2.
Any relevant sharing rules are then applied to the data based on the new owners. Unlimited. Select the checkbox next to each record you want to transfer. Optionally.. open activities. sharing rules. Leads Access to Transferred Items When transferring accounts and their related data in Professional. closed opportunities owned by other users aren’t changed. • Select the Transfer open cases. open activities. or sales teams is removed.. you can: • Select the Transfer open opportunities. When transferring leads to a queue. some associated items that are owned by the current record owner are also transferred to the new owner.com Certified administrator – Study guide (Summer ‘10) 5. 7. If your organization uses divisions. Click Transfer.Salesforce. checkbox to set the division of all transferred records to the new owner’s default division. select the Change division. closed opportunities and open opportunities owned by other users. • 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. check the box in the column header to select all currently displayed items. 11. and optionally.. all previous access given by manual sharing. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. Enterprise.. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. fill in the name of new record owner. Choose Find to look for records that match. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. When transferring accounts. training & CertifiCation 21 . In the Transfer to field. Note: Mass transfers do not trigger workflow rules. notes. For leads. Fill in search conditions that the records you’re transferring must match. Transfer of Associated Items When you change record ownership.. • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. Deselect this checkbox if you want to remove the existing account team associated with the account. This option applies only to closed opportunities owned by the account owner. open opportunities owned by the current account owner.” 9. For example. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). you can transfer to users or queues. attachments. you could search accounts in California by specifying “Billing State/Province equals CA. 8. and Developer Editions. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account.. 10. 6. open activities are not transferred.
Leave this option blank if you don’t wish to send emails when no response rules apply. 8. 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. this template must be marked as “available for Use. 2. To select the fields to include on your Web-to-Lead form. Click Finished. Setting Up Web-to-Lead available in: Group. 4. • For organizations using multiple currencies. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. Specify the complete URL to which users should be directed after they submit their information. the default response template is used when no response rules apply. otherwise. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. To create and generate a Web-to-Lead form. • Be sure to select the Campaign field (and optionally. Click Setup | Customize | Leads | Web-to-Lead. 6. This URL could be a “thank you” page or your company’s home page. Use the Up and Down arrows to change the order of the fields on your form. Unlimited. 5. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your Web site. click Create Web-to-Lead Form. • For organizations using record types on leads. all amounts will be captured in your corporate currency.com Certified administrator – Study guide (Summer ‘10) Section 9-12. 7. 9. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. if you set up response rules to use different email templates based on the information submitted. Click Save. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. Professional. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. 3.” Note: auto-response rules are not available in group edition. The source of your Web-to-Lead form is always in your personal language. select the language for the form labels displayed on your Web-to-Lead form. If your organization uses the translation workbench or has renamed tabs. training & CertifiCation 22 . and click Generate. Enterprise. add the Lead Currency field if you add any currency amount fields.Salesforce.
4. 3.. Note: If you give a user the “Weekly Data Export” permission. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. 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. This line redirects you to a debugging page when you submit the form. contact salesforce.Salesforce. if you want your export data to include attachments. if a new lead cannot be generated due to errors in your Web-to-Lead setup.com. In addition. This option is only available if a week has passed since your last export. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. If your organization is configured for data export. To sign up for the Data Export Service.” and are changed to “Read” only when the lead owner views or edits that lead. 2. the Default Lead Creator (specified in the Webto-Lead setup) will receive an email containing the additional lead information. Section 9-13. If your organization exceeds its daily Web-to-Lead limit. Users can select the My Unread Leads list view to quickly locate all their new leads. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. This functionality may be useful if you plan to use your export files for importing or other integrations. all new leads are marked as “Unread. The Export Now option prepares your files for export immediately. add the line <input type=”hidden” name=”debug” value=”1”> to your code. All universally required fields must have a value before a record can be created via Web-to-Lead. 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. Select Include attachments.. 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. Click Setup | Data Management | Data Export and Export Now or Schedule Export. Exporting Backup Data available in: Enterprise. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. For Web leads that are generated as part of a campaign. Customer Support is notified of the problem so we can help you correct it. Don’t forget to remove it before releasing the Web-to-Lead page to your Web site. 1. Select the desired encoding for your export file. training & CertifiCation 23 . Note: The format for date and currency fields captured online is taken from your organization’s default settings. Also. You can export all your organization’s data into a set of comma-separated values files. Default Locale and Currency Locale. All leads generated from your Web site are initially marked with the “default status” specified by the Lead Status picklist.com Certified administrator – Study guide (Summer ‘10) If you want to test the Web-to-Lead form. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. which is needed to export data.
after that. indicate who should be notified by email when the backup files are ready. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. Note the following: • Formula and roll-up summary fields are always excluded from exports. To pass the test. • If your organization uses person accounts and you’re exporting contacts.com Certified administrator – Study guide (Summer ‘10) 5.Salesforce. Unlimited. Also. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. it will be deleted. click Save. the refresh automatically stops. • If your organization uses person accounts and you’re exporting accounts. Refreshing Dashboard Data available in: Group. • If your organization uses divisions. and time of day for your scheduled export. click Refresh again. When dashboard data is refreshing. Salesforce CRM may require users to pass a user verification test to export data from their organization. click Start Export. person account records are included in the contact data. If desired.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. 7. If necessary. Salesforce CRM creates CSV files of your data. Enterprise. Select the types of data to include in your export. a Refreshing Dashboard field displays at the top right corner of the dashboard. zips them into one archive. select the frequency. Section 9-14. Depending on the encoding selected. 6.. all account fields are included in the account data. You have 48 hours to download the zip file from this page. data from all divisions is included in the export. If you’re scheduling your export. Professional. Click Refresh to replenish your dashboard with the most recent data. field at the top right corner of the dashboard. However. and emails you when the file is ready. training & CertifiCation 24 . CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. 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. Note that the words entered into the text box field must be separated by a space. rather than the position of the columns. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. start and end dates. has correctly entered the text into the overlay. as opposed to an automated program.. If you’re running the export now. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. This simple. you can include all data in your export file. you may have to make adjustments to the export file before viewing it. the contact data only includes the fields shared by contacts and person accounts. text-entry test helps prevent malicious programs from accessing your organization’s data. If your dashboard data does not refresh after 10 minutes. If you scheduled the export. Note: For security purposes.
giving all users who can view the dashboard access to data they might not be able to see otherwise.. to send an email that includes the refreshed dashboard to additional users. specify the dates during which you wish to schedule dashboard refreshes. training & CertifiCation 25 . This functionality bypasses all security settings. select a dashboard from the View Dashboard drop-down list.. 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. • In the Preferred Start Time drop-down list. 5.. • Click Others. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored.com Certified administrator – Study guide (Summer ‘10) When you refresh a dashboard. The user in the Running User field determines the dashboard’s level of access to data. Furthermore. Section 9-15. Click Refresh and choose Schedule Refresh. When you click the Daily. Users can view the dashboard after they log in. Schedule the dashboard refresh: • In the Frequency field. the notification displays text that includes a link to the dashboard in Salesforce CRM. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. 3.Salesforce. users view the most current data. 4. weekly. To schedule a dashboard refresh: 1. or Monthly fields. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. 2. you can send an email notification to yourself and other users that includes the dashboard in HTML format. select the frequency at which the dashboard refreshes. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. more options display that allow you to refine the frequency criteria. from the drop-down button. To delete a scheduled dashboard refresh: 1.. Click Save to schedule the dashboard refresh. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. after a refresh completes. link to choose a preferred start time for the dashboard refresh. • In the Start and End fields.. Weekly. 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. In email applications that do not support HTML.. click the Find available options. On the Dashboards tab.
choose “last” from the On day of every month drop-down list. Click Del to permanently delete all instances of the scheduled dashboard refresh. 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. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. if you schedule a dashboard to refresh on the 31st day of every month. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. the dashboard may refresh any time between 2:00 PM and 2:59 PM. depending on how many other dashboards are scheduled to refresh at that time.. if the Time Zone field on your user record is set to Pacific Standard Time. If you schedule a dashboard to refresh on a specific day of every month. For example. Other users cannot access dashboards in your personal folders.com Certified administrator – Study guide (Summer ‘10) 2. To view the report that a table or metric dashboard component represents. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007.Salesforce. To view the All Scheduled Jobs page. if you select 2:00 PM as your preferred start time. the dashboard will only refresh on months that have that specific day. training & CertifiCation 26 . Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. Tip: Optionally.. Click Delete. Click Refresh and choose Schedule Refresh. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. If you want a dashboard to refresh on the last day of every month. Dashboards refresh in the time zone of the user who schedules the refresh. users must click the name of the first column on the table or the metric label. 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. For example. then the dashboard will only refresh on months that have 31 days. 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. For example. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. In HTML-formatted dashboard refresh notifications. To send a dashboard refresh notification to other users. 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. from the drop-down button. 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. 3. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. click Setup | Monitoring | Scheduled Jobs. the dashboard must be in a public folder with access granted to others.
Marketing User. they view the notifications when the email clients are not connected to the Intern Section 9-16. Standard User. this permission is only available for customizable forecasts. Standard User. When you convert to customizable forecasts.com Certified administrator – Study guide (Summer ‘10) ▪ ▪ Dashboard components that include S-controls may not display in dashboard refresh notifications. Contract Manager administrator. and delete forecasts. Standard User. edit. Standard User. Contract Manager administrator. Standard User. create. Create. Contract Manager administrator. save. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. edit. General Permissions The following table shows the general permissions associated with each standard profile. Solution Manager. Contract Manager Create and Customize Reports View the reports tab. Contract Manager administrator administrator administrator administrator administrator. Solution Manager. Standard User. and delete contracts apply an approved status to a contract Convert leads into accounts. create. edit. Contract Manager administrator. and edit contracts install or uninstall appexchange packages from the appexchange Create. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Marketing User. Solution Manager. read only. and delete events Edit Forecasts Create.Salesforce. Marketing User. Standard User. Solution Manager. After users receive dashboard refresh notifications in their email clients. Marketing User. and delete reports. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access training & CertifiCation 27 . Marketing User. Marketing User. Contract Manager administrator. contacts. activate. Users must log in to Salesforce CRM to view S-control data displayed in real time. Contract Manager administrator. this permission is not available for customizable forecasts. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Contract Manager administrator. Marketing User. Solution Manager. Solution Manager. Solution Manager. and opportunities Profiles administrator. edit. run. General User Permissions Permission Name Activate Contracts Approve Contracts Convert Leads Functions Controlled Change contract status to activate.
Send mass Stay-in-touch update emails training & CertifiCation 28 . Contract Manager Mass Email Send bulk emails to contacts and leads. run Self-Service reports Create and edit territories. Marketing User. edit the Support Settings. edit. Solution Manager. and delete workspace permissions in Salesforce CrM Content Create. Marketing User.com Certified administrator – Study guide (Summer ‘10) Permission Name Edit Tasks Functions Controlled Create. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Contract Manager administrator.Salesforce. Categorize solutions 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). Solution Manager. add and remove users from territories. edit. and delete solutions that are accessible to the public on your self-service portal or Web site. such as mass transfer of cases Create. edit. Marketing User. and delete tasks Profiles administrator. Solution Manager.” and “View Setup and Configuration” permissions) Set support business hours. Solution Manager. Set up email-to-Case. Manually assign accounts to territories. Standard User. edit. Solution Manager. Contract Manager administrator. Standard Platform one app User administrator.”“run reports. Solution Manager administrator 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. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing 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 Platform User. Standard User. Marketing User administrator. edit. Contract Manager. Create and edit account assignment rules. Marketing User. Standard User. and delete custom fields in Salesforce CrM Content Create. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Perform actions on multiple cases in a list view. Standard User. Marketing User. Standard User.
Contract Manager none Products show in Offline Specify if products and price books are available in force.com offline Run Reports View the reports tab. Standard User. Marketing User. including: Tab will not be visible Fields of that type will not be visible on other tabs training & CertifiCation 29 . this permission is only available for customizable forecasts. 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. Profiles administrator. edit. Solution Manager. Marketing User. Marketing User. Contract Manager administrator. the “Show Customer Sidebar on all Pages” permission is not available. Solution Manager. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. View dashboards based on reports Send Email Send email to a single contact or lead. Solution Manager. Standard User. run reports. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. Contract Manager administrator. When you convert to customizable forecasts. Mass transfer leads via the Mass transfer feature.com Certified administrator – Study guide (Summer ‘10) Permission Name Override Forecasts Functions Controlled override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. Marketing User. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. and delete records Note: If you remove the “Read” permission from a profile. Contract Manager administrator. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. displays your custom sidebar on all pages in Salesforce CrM.Salesforce. Marketing User. Standard User. Standard User. users with that profile will not see that type of data anywhere. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. Solution Manager. read only. this permission is only available for customizable forecasts. Contract Manager administrator. Solution Manager. Standard User. read only. 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.
Section 9-17. you must define a new custom report type. Search Fields The types of records you can search vary according to which edition you have. select the primary object from which you want to build your custom report type. You can search for information within any of the fields listed below. To define custom report types: 1. Unlimited. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. If you want to change the primary object. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. For example. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. Click New Custom Report Type. you cannot change the primary object associated with it. even if you don’t have permission to view leads. Defining Custom Report Types available in: Professional. • The primary object you choose determines the views available to users creating or running reports from your custom report type. object relationships. Click Setup | Create | Report Types. Enterprise. For example. • All objects display in the Primary Object drop-down list. Once you have defined a custom report type. and fields. training & CertifiCation 30 . That user will not be able to view the Contacts tab when selecting the custom app that contains it.Salesforce.com Certified administrator – Study guide (Summer ‘10) ▪ ▪ ▪ ▪ ▪ 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. and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. if you select accounts as the primary object for your custom report type. users can create custom reports from it. including those you do not have permission to view. 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. The column lists fields searched in both the Sidebar Search and Advanced Search. From the Primary Object drop-down list. • After you save a custom report type. For example.
when entering a description for your custom report type. Accounts will display if they have no contacts.Salesforce. 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. 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. In addition. then the custom report type and any reports created from it will automatically be deleted. 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. 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. ▪ ▪ After deploying a custom report type. For example. we recommend that you clarify how the object relationships affect report results. 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.com Certified administrator – Study guide (Summer ‘10) 2. 4. Furthermore. Enter a name for your custom report type in the Report Type Name field. change the Deployment Status back to “In Development” if you want to make further enhancements. choose the object relationships a report can display when run from a custom report type. considering naming that report Accounts with or without Contacts. 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. Select a category in which to store the custom report type on the Select the Report Type page of the report wizard.” training & CertifiCation 31 . Next. 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. 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. 3. Enter a description for your custom report type. The name must be unique so that it can be distinguished from other custom report types in your organization. consider describing that report as This allows you to report on accounts and their contacts. and the custom object is deleted. 6. 5. Click Next. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. When entering a name for your custom report type. • Choose “Deployed” as the Deployment Status when you want to allow users to create and run reports from the custom report type. For example. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts.
click Edit next to the campaign name. To update the member status for a contact.Salesforce. view the advanced campaign setup. In the Campaign History related list. or person account. View the detail page of the individual associated with the campaign. lead. click Add Campaign. such as via a phone call to a sales rep. and delete campaigns and configure advanced campaign setup. 4. 3. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. or person account with a campaign: 1. In addition. 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). View the detail page of the individual you want to link to the campaign.com Certified administrator – Study guide (Summer ‘10) Section 9-19. or person account on an existing campaign: 5. 2. or person account plus the individual’s current status on the campaign. Any user can do this via the Campaign History related list on a contact. However. 6. training & CertifiCation 32 . 7. lead. or run campaign reports. Note: The Campaign History related list shows the associated campaigns for a contact. 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. Campaign FAQ available in: Enterprise. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. lead. Select the Status of the individual for the campaign. or person account to a campaign and update that individual’s campaign status. lead. Select the campaign. and click Next. and click Save. edit. users in your organization can view campaigns. and click Save. lead. In the Campaign History related list. To associate a contact. Change the Status of the individual. Unlimited. Unlimited. Updating Campaign History available in: Enterprise. only designated Marketing Users with the appropriate user permissions can create. 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. you can manually link a contact.
Existing Contacts and Add Members . When you’ve finished. You can also click Save & New to save the current campaign and create another. Note: If your organization has enabled inline editing. Displaying and Editing Campaigns available in: Enterprise. When you create an opportunity. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns.Existing Leads wizards. If the lead is linked to multiple campaigns. or person account. How can I track which opportunities resulted from campaigns? One key benefit of campaigns is that you can track how much business has been generated from each campaign. click the campaign name to display detailed information. Note: You can add contacts or leads to campaigns by using the Add Members . you can edit fields directly on the detail page. In these wizards. you can fill in the Campaign Source field to indicate that the opportunity resulted from the campaign. click Save. The ROI is calculated as the net gain (Total Value Won Opps . that campaign is automatically inserted into the opportunity Campaign Source field.Actual Cost) divided by the Actual Cost.com Certified administrator – Study guide (Summer ‘10) Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. You can also select a campaign name from the Campaign History related list of an associated lead. and then clicking a button. Section 9-20. Editing Campaigns – To update a campaign. when you convert a lead that’s linked to a campaign. Tip: If your organization has enabled hover details. The ROI result is expressed as a percentage. How can I add contacts and leads to my campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). You can also run the Campaign Revenue Report to track which opportunities are linked to your campaigns. the campaign with the most recently updated member status is mapped to the new opportunity. contact. you can add existing contacts or leads to a campaign by displaying a list view. selecting records shown on list pages. Unlimited. click Edit. not for marketing purposes. training & CertifiCation 33 . In addition.Salesforce. You can navigate across as many list pages as you want to select all the contacts or leads you’re target. How can I calculate the ROI for my campaigns? The Campaign ROI Analysis Report calculates the return on investment and average costs for your campaigns. Both contacts and leads can be associated with your campaigns as campaign members. which are available on the Manage Members page. The Opportunities related list on a campaign shows every opportunity that’s linked to that campaign. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. 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. and then change the fields you want to update.
case comments. Linking Contacts. including activities. task. In the lookup dialog. campaign hierarchies. 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. Section 9-21. If you undelete the case. task. Click more at the bottom of the page or View More below a related list to display more items. and the opportunities that resulted from the campaign. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. Unlimited. contacts. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Professional. If your organization has enabled collapsible page sections. To return to the last list page you viewed. groups. 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. or attachment from a case and then delete the case.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. Leads. case comment. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. the event. Note: If you delete an event. or click Delete on the case detail page. and attachments are also deleted. or roles. related list hover links display at the top of each detail page. Note: If enabled by your administrator. click Sharing.” “Responded. You can click individual items to display additional detail. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. any related items are also restored. click one of the tag names to view a list of all records with that tag. Sharing – To share a campaign with other users. When you delete a case. training & CertifiCation 34 . and solutions are not deleted with the case. you can use the Parent Campaign lookup field to assign a parent to your campaign. Enterprise. Printing Campaigns – To view a printable display of all information for the campaign.com Certified administrator – Study guide (Summer ‘10) Creating Campaign Hierarchies – When creating or editing a campaign.Salesforce. click Printable View on the campaign detail page. all related events and tasks. If you have campaign hierarchies enabled. you can search for an existing campaign or create a new parent campaign. case comment.” or “Attended. accounts. use the arrow icons next to the section headings to expand or collapse each section on the detail page. Tagging Campaigns – If tags have been enabled. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. Associated contacts. If the record has already been tagged. Use your browser’s Print function to print the display. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. or person accounts with a campaign or to update the status of existing campaign members. click Back to list at the top of the campaign detail page. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. Deleting Cases available in: Group. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. attachments. The deleted case is moved to the Recycle Bin. or attachment cannot be restored via undelete. 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. click Del next to the case on the cases list page.
and users with the “Manage Categories” permission. We recommend that you limit the number of categories to which a solution belongs. 2. and the Customer Portal. Categorizing Solutions available in: Professional. All automated case actions will now have this new Automated Case User listed on the Case History. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. Enterprise. 3. the Self-Service portal. If necessary. Section 9-23. This user will be listed on the case history for all actions that are system defined. View the solution you want to categorize. In the solution category hierarchy. 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. Customers can also browse published solutions by category in public solutions. 1. training & CertifiCation 35 . Click Save. Click on Setup | App Setup | Customize | Cases | Support Settings. Once solution category browsing is enabled. Each solution can belong to more than one category. 3. you can browse for and find solutions by category from the Solutions tab or when solving a case. translated solutions inherit solution categories from their master solutions. you have to modify the categories of its master solution. see Customizing Solution Settings. This related list is not visible unless your administrator has defined and enabled categories. click Deselect to remove a category from the solution. The categories on a translated solution are synchronized with the categories on the master solution. Administrators. Click Save. click Select to add a category to the solution. Unlimited. 2. For more information on how to enable category browsing. they will be easier for users and customers to find.com Certified administrator – Study guide (Summer ‘10) Section 9-22. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. Click Select Categories in the Solution Categories related list. Click Edit to change any of the listed support settings. If multilingual solutions is enabled for your organization. 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. If you put solutions into only the most relevant categories. 4. all users with the appropriate permissions can categorize solutions. can categorize solutions prior to enabling solution categories for the entire organization. To modify a translated solution’s categories. Repeat until you have added all applicable categories. Once your solutions are categorized. follow these directions: 1. 4.Salesforce.
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. If a tab style is already in use. Select the custom object to display in the custom tab. Note: You can create a custom report on solution categories. Optionally. Click New in the Custom Object Tabs related list. • Select a file and click OK. training & CertifiCation 36 . Enterprise. 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. Default Off. and click Next. or Tab Hidden from the drop-down list for each profile. if desired. 8. Optionally. • Alternatively. Click Hide styles which are used on other tabs to filter this list. as described in Defining Custom Objects. solution category information is not available in list views. If the document used for the icon is later deleted. click Del in the Solution Categories related list on the solution detail page. The label of the new tab is the same as the plural version of the custom object label. and click Go! to find a document file name that includes your search term. Click a tab style to select the color scheme and icon for the custom tab. 4. 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. Click the Tab Style lookup icon to display the Tab Style Selector. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. Enterprise. click Create a new custom object now and follow the instructions in Defining Custom Objects. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group.com Certified administrator – Study guide (Summer ‘10) To later remove a category from a solution. a number enclosed in brackets  appears next to the tab style name. 7. Unlimited. • Click Insert an Image. click Search in Documents. 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. 3. • Alternatively. If you haven’t already created the custom object. 5. enter a search term.Salesforce. Salesforce CRM replaces it with a default multicolor block icon. Section 9-24. Mouse over the style name to view the tabs that use the style. 6. and select the image you want to use. Enter a description of the tab. Unlimited. or Tab Hidden from the drop-down list. The New Custom Tab wizard reappears. Professional. choose a custom link to use as the introductory splash page when users initially click the tab. select the document folder. and Developer editions apex Page tabs available in: Group. Professional. Default Off. select Apply a different tab visibility for each profile and choose Default On. However. Click Setup | Create | Tabs. 2.
For example. Specify which fields display to users in the key lists section of the custom object tab home page. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. • From the Open Activities related list of an associated record. Default Off. The page layout controls which fields are visible and editable when users are entering data in the custom tab. select Create recurring series of events to specify how often the event repeats. Once you’ve created the recurring event series. select the users to invite and click New Event. For Professional Edition organizations. • On the day view of the calendar. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. Specify Tab Visibility. click the Add Event Icon ( ) next to a date to create an event on that date. • Click Save. If you choose Default On or Default Off. tab visibility is automatically set to Default On. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. if the custom object displayed in the custom tab is named Expenses. Optionally. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. click on a time to create an event for that time. 3. and end date and time.Salesforce. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 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. • Specify the custom apps that should include the new tab. choose Default On. • 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 that the Check Spelling button must be enabled by your administrator. you can create events that last up to 14 days. and Developer Edition organizations. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded.com Certified administrator – Study guide (Summer ‘10) 9. Optionally. an Expense option appears in this list. For Enterprise. Optionally. • On the week view or the month view of the calendar. and click Next. start date and time. • On a multiuser calendar. click New Event. Section 9-25. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. click Check Spelling to spell-check the contents of the Description field. click New Event. Note: If multiday events are enabled for your organization. 2. such as Japanese. training & CertifiCation 37 . Unlimited. Enter the details of the event such as subject. Spell checker does not support double-byte languages.
Once you’ve created the recurring event series. 5. or resources are invited. amounts display in the activity currency and are also converted to the user’s personal currency. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. Select the Create recurring series of events checkbox. this field can hold up to 32KB of data. You can enter the name of the person or use the lookup icon to select the name. Click Save. available only for organizations that use multiple currencies. the event is assigned to the creator. By default. Checkbox that specifies whether the event lasts all day. Link used to attend an online meeting. assigned owner of the event. Alternatively. User who created the event. this value is automatically inherited from the related account. otherwise. this field is for online meetings only. Set the start date and end date. 2. this field appears only if multiday events are disabled. Select the frequency of recurrence. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. case. enter a user’s name or select a user with the lookup icon. such as a weekly staff meeting that occurs every Monday at 11:00 a. available only in organizations that use divisions to segment their data. lead.m. the activity belongs to the global division. (read only) Planned date of the event. leads. This topic describes how to complete the Recurrence section on the New Event page. Note: Depending on the type of series you’re creating.Salesforce. click Add Invitees to make the event a group event to which users. if any. Division to which the activity belongs. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. this field is not available in Personal edition. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. Optionally. users with sharing access to the record can click it to view more details. or choose a date from the calendar that displays when you put your cursor in the field. You can enter a date. including creation date and time. text note describing the event. or custom object. 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. Description Division training & CertifiCation 38 . Contact or lead associated with the event. this field only displays if you have the “read” permission for that type of record. 1. 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. to assign the event to another user. contacts.com Certified administrator – Study guide (Summer ‘10) 4.
opportunity. 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 is not available in Personal edition. enter any dial-in instructions or details. such as email or Meeting. However. you can add the current time by clicking the time link next to the field. or free time. leads. Choose a Webex teleconferencing service.” You can enter a subject or select from a list of previously defined subjects. and Developer editions. this field is for online meetings only. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. optional field that allows users invited to a group event to enter a note when they accept or decline the event. this field appears only if multiday events are disabled. Unlimited. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. the phone number of the contact or lead associated with the event. entry describing subject of activity. this field is automatically filled in with the value from the corresponding contact or lead record. accounts. including modification date and time. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. this field is for online meetings only. additionally. campaigns. out of office. (read only) Location of the event. or custom object. You can add the current time by clicking the time link next to the field. this field is for online meetings only and is not available for trial meetings. Private events cannot be associated with opportunities. this field appears only if multiday events are enabled. this field is automatically filled in with the value from the corresponding contact or lead record. available in enterprise. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. such as an account. cases. contracts. you can add the current time by clicking the time link next to the field. Planned start date and time of event. this field appears only if multiday events are enabled. Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As Start 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” training & CertifiCation 39 . name of the field that determines what picklist values are available for the record. additionally. such as “Meeting. enter the password that meeting attendees should use to log in to the online meeting. Planned end date and time of the event. Webex meeting type. this field only displays if you have the “read” permission for that type of record. the email address of the contact or lead associated with the event. this field is available for Webex customers only. users with sharing access to the record can click it to view more details.Salesforce. type of the event. the record that the event is associated with. User who last changed the event. this field is for online meetings only. or contacts. time of a planned event. each picklist value can have up to 40 characters. this field appears only if multiday events are disabled. exported data files will always contain private events.com Certified administrator – Study guide (Summer ‘10) Field Duration Email End Description the length of a timed event in hours and minutes. Picklist that determines how this event appears when another user views your calendar: busy. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. the number identifying the meeting. this option is not available when you associate the event with a lead instead of a contact.
” To change this setting: 1. Note: By default. drop-down menu in the sidebar.. To get started: • Click New from the My Tasks section of the Home tab. manage. users can insert events in other users’ calendars. such as making phone calls or sending mail. 4. Click Save. or click Save & New Event to save the task and begin creating an event. Show Details – Users can see detailed information about events in other users’ calendars. see “Creating Group Tasks. this setting is set to “Hide Details and Add Events. navigate. follow these steps: 1. and edit list data. • 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. Click Setup | Administration | Security Controls | Sharing Rules | Edit. you can use additional tools to customize. training & CertifiCation 40 . • Click Task from the Create New. click Save & New Task to save the task and begin creating another new task. click Check Spelling to spell-check the contents of the Comments field. To create a new task. • Click New Task from the Open Activities related list of an associated record. 3. Spell checker does not support double-byte languages such as Japanese. 3.. 2. select Make this the default setting. Show Details and Add Events – In addition to the sharing levels set by Show Details. users can insert events in other users’ calendars. 2. 2. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create.” Section 9-27. To save the current state of the checkbox as your personal default. Hide Details – Others can see whether the user is available at given times.com Certified administrator – Study guide (Summer ‘10) Tasks allow you to track the specific actions you plan to perform or have performed.Salesforce. Alternatively. edit. Note that the Check Spelling button must be enabled by your administrator. but cannot see any other information about the nature of events in the user’s calendar.” • Optionally. 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. 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. Select the appropriate drop-down value for “Default Calendar Access. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. Section 9-26.
In general. Enter View Name. you’ll receive an error when attempting to save the list view.Salesforce. documents. click Create New View at the top of any list page or in the Views section of any tab home page. This option is disabled if you aren’t searching all records..to show records in your current working division. or My. To create a new view. Select --Current-. • Activity list views have several options. • If your organization has territory management. account and opportunity list views can be restricted by My Territories or My Territory Teams. training & CertifiCation 41 . 2. create a list view of accounts in your state. click Edit next to the View drop-down list. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. or opportunities above a particular Amount. or cases to use for mass email recipient lists. 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. leads with a specific Lead Source.. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. For example.. to specify the set of records to search. You can also create views of contacts. leads. depending on the kind of record. There may be additional options: • Lead and case list views can be restricted by queue. My Territories means records associated with territories to which you belong. 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. • Price book list views can be restricted by price book.. users. or campaigns.com Certified administrator – Study guide (Summer ‘10) You can create new list views to see a specific set of records such as contacts. Enter the name to appear in the View drop-down list. To edit or delete any view you created. select All. Specify Filter Criteria Filter by Owner These options vary. select the division that records in the list view must match. Fill in the following: 1.
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 not available in Personal Edition. Click Save. When implementing a customer portal. Alternatively. you can view only those fields that are visible in your page layout and field-level security settings. Enterprise. 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. or role including all users below that role to see the custom view.) Archived activities are not included in activity list views. To show all closed/lost opportunities. enter “Won equals True” as your search criteria. you can use special picklist values for your search criteria. specify whether everyone or just you can see the custom view. 4. select Visible to certain groups of users. records that have been shared with you. 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. select Visible to certain groups of users. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. To add or remove fields. such as Lead Source equals Web. Select Fields to Display The default fields are automatically selected. In addition. The view appears in the View drop-down list so you can access it later. Unlimited.” training & CertifiCation 42 . To share the list view. users must also have the appropriate “Read” permission on the type of records within the list view. and then share it with the All Internal Users group or a selected set of internal groups and roles. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM Edition you have.” For example. Use the arrows to arrange the fields in the proper sequence. You can also use special date values in your filter criteria. To create list views that only your Salesforce CRM users can see. role. (Field-level security is available only in Enterprise. To return to the last list page you viewed. specify conditions that the selected items must match. When you select a long text area field. such as in a list view or report or when mass-deleting records. or records owned by or shared with users in roles below you in the role hierarchy. click Back to list at the top of any detail page. and Developer Edition users can specify a public group.Salesforce.com Certified administrator – Study guide (Summer ‘10) Filter by Additional Fields Optionally. up to 255 characters are displayed in the list view. 3. To see a list view. select the group or role from the list below it. 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. and Developer Editions. to show all opportunities you’ve won. You can choose up to 15 different fields to display in your view. choose the type of group or role from the drop-down list. enter “Closed equals True” and “Won equals False. When creating filter criteria. 5. These are special picklists with values of either “True” or “False. and click Add. select a field name and click the Add or Remove arrow. You can display only the fields that are available in your page layout. Unlimited.
the case is open.Salesforce. this field displays as the person account icon.” Alternatively. the contact is not enabled for Self-Service. the case Status has a value that is not equivalent to “Closed. the contact is enabled to log in to your Self-Service Portal. not events. Case does not have a new Self-Service comment. activity is an event. the account is not a partner account or the lead or opportunity owner is not a partner user. Case is still open. 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 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 Description the account is a person account. the lead has not been converted. that is. the lead may receive mass email. the task has been closed. the lookup icon automatically displays when you choose to filter on one of the special picklists. that is. the event is the original group event assigned to the event host. the lead has been converted. Activities: Closed Campaigns: Active Cases: Escalated training & CertifiCation 43 . Campaign is active and can be chosen from various campaign picklists. not tasks. the contact may receive mass email. the account is a business account. the event has a specific time. activity does not have a green sheet. not tasks.” Case has been closed. Case has been automatically escalated via your organization’s escalation rule. you can manually enter “True” or “False” in the filter criteria. the account is a partner account or the lead or opportunity owner is a partner user. that is. the contact cannot be included in a mass email recipient list. leads. the case Status field has a “Closed” value. applies only to events. Campaign is inactive. applies only to tasks. Case has not been escalated. the task Status field has a “Closed” value.com Certified administrator – Study guide (Summer ‘10) Note: If you are creating filter criteria for a report or list view. Case has a new comment added by a Self-Service user. task is still open. the lead cannot be included in a mass email recipient list. the case is closed. note that your administrator may have customized the name of this field. the event is the meeting invite sent to another user for a group event. Case has a comment added by a Self-Service user. Case does not have a Self-Service comment. Click the lookup icon to choose the value “True” or “False. the event is marked as an all-day event. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. not an event. applies only to events. activity is a task. such as in the campaign import wizards.
the partner for the opportunity has not been marked as the primary partner. the opportunity is closed. User can manage campaigns.Salesforce. User is not enabled for force. 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. Product does not have a default revenue schedule. the Stage field may have a value of the type open or Closed/Lost. User is a partner user. the partner for the opportunity has been marked as the primary partner. that is. the opportunity owner has checked the Private box on the opportunity edit page. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. Product does not have a default quantity schedule. the opportunity has not been won. and Developer Editions. Product is inactive and cannot be added to opportunities. User is inactive and cannot log in. the opportunity is still open. Product has a default quantity schedule. Solution is not reviewed. the opportunity is closed and won. the solution Status field has a “reviewed” value. User is not a partner user. the translated solution has been updated to match the master solution with which it is associated. the Private box on the opportunity is not checked. Product has a default revenue schedule. the Stage field has a value of the type Closed/Won or Closed/Lost. User is active and can log in. the Stage field has a value of the type Closed/Won.com offline. the translated solution has not been updated to match the master solution with which it is associated. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the lead has been viewed or edited at least once by the owner since it was assigned. that is. that is. User has access to use force.com Certified administrator – Study guide (Summer ‘10) Special Picklist Field Value 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 Solutions: Reviewed false true Solutions Out of Date false true false true false true false true false true false true Description the lead has not yet been viewed or edited by the owner since it was assigned to that user. User is not enabled to manage campaigns. the solution has been reviewed. (Field-level security is available only in Enterprise. Unlimited.) training & CertifiCation 44 . the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users.com offline use.
Salesforce.com customers advertise online with Google AdWords as a mechanism to generate leads.google. Section 9-29. After you’ve completed the prerequisites. Unlimited. Enterprise. training & CertifiCation 45 . What is Salesforce CRM for Google AdWords? Salesforce CRM for Google AdWords connects Salesforce CRM with Google AdWords. allowing you to track the effectiveness of your online advertising investments. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. you can: ▪ ▪ ▪ ▪ ▪ Take advantage of Google AdWords as a lead generation tool Correlate clicks on Google advertisements with Salesforce CRM leads Track the results of Google AdWords campaigns from Salesforce CRM Analyze which keywords and advertisements are generating leads. Many salesforce. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management.com) is an online advertising service used to create advertisements that display on major search engines. 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. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. To request territory management for your organization. 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. including Google. In Salesforce CRM Content. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. Group. Enabling Territory Management available in: Enterprise. Google AdWords What is Google AdWords? Google AdWords (http://adwords.com. contact salesforce. Unlimited.com Certified administrator – Study guide (Summer ‘10) Section 9-28. Professional. you’ll be ready to turn on territory management for your organization. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. sales opportunities. With Salesforce CRM for Google AdWords.
com Certified administrator – Study guide (Summer ‘10) When you publish a PowerPoint file. hover over a document and click the garbage can icon ( document from the presentation you are assembling.Salesforce.11. In this case. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. If you do not have Flash installed. but you can click on them to see the preview in the lower half of the window. • To modify a presentation and save it as a new version. ) to view all the slides in the ) to view all the presentations ) to remove that 46 • In the assembly section. hover over a presentation and click the slides icon ( presentation. • To create a new presentation by copying an existing presentation.com provides a link to Adobe’s website where you can download Flash for free. Depending on whether you want to create. Note: Some slide thumbnails may not be visible or may only be partially visible. You can publish the presentation to a public workspace or keep it in your personal content area.com does not delete existing presentations but they cannot be customized or modified. click the Workspaces tab and then choose Create New | Presentation. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. on the content details page click Edit | Edit Presentation. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. Note: Working with presentations requires Adobe Flash® Player. Note: When you create.5 or higher. version 9. • In search results. If presentation assembly is disabled after presentations have been created. select a specific workspace to search or enter a search term in the text box before clicking either button. Salesforce. 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. or modify a presentation. training & CertifiCation . copy. clone & customize. hover over a slide and click the presentation icon ( that use that slide. The following options help you assemble your presentation: • In search results. it may time out. on the content details page click Clone & Customize. • Click Clear at any time to revert your changes. 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. Choose Add to presentation or Hide preview as needed. • To create a new presentation. To work with presentations: 1. • In search results. or you can browse all slides published into your workspaces. Salesforce. 2. 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. click a file or slide to preview it in the lower half of the window. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. or modify a presentation. You can re-upload the slide if you want the thumbnail to be visible. 3.0. To refine your results. click Cancel to return to your starting point.
Tag your content. suggested tags. click Save. You can then view the content details page. choose that author from the drop-down list. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. 94105 United States 1-800-NO-SOFTWARE www. tags or enter a new tag. inc.salesforce. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. Click a tag to add it to the Tags field automatically. As you type a tag. To publish the content on behalf of another author. you must choose from the list of ë You can’t change or delete tag names. If multiple content types are available. The content type determines which custom fields appear for you to categorize and define your content.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. If users restrict their content searches to a particular language. only content associated with that language is displayed in the search result set.com and the “no software” logo are registered trademarks of salesforce. or publish another file. The Language drop-down list is displayed if multi-language support is enabled. salesforce. Salesforce. 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. 5. choose a language. When you select a tag it turns green. In the Save or Publish Content dialog: a. ë If your administrator assigned the guided tagging rule.com. assign or change the presentation’s name. Click Publish. and salesforce. f. The case of the original tag is always used. delete the tag. but that doesn’t ë Tags are case insensitive.4. g.. Optionally. Salesforce CRM Content associates your content with your personal language setting. Other names used herein may be trademarks of their respective owners. choose Save in my personal workspace. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco.com owns other registered and unregistered trademarks. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. If you are modifying the presentation. c. You can remove tags from a document. If you do not want the presentation to be visible to other users in your organization. choose one from the drop-down list. return to the Workspaces tab. Optionally.com. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. All rights reserved. Sg_Certifiedadmin_Summer10_2010-06-28 . b. You can’t have two tags with the same name even if they use different upper and lowercase letters. Click a suggested tag to add it to the Tags field automatically. e. When you are done assembling your presentation. you can enter tags in the Tags field. CA. d. h. complete the Reason for Change field. If you do not choose a language. Select a workspace. add or modify the presentation’s description. inc. for example if your work is still in progress.
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