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SG_CertifiedAdmin

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Sections

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

Salesforce.

com Certified Administrator

Study Guide
Summer ‘10

training & CertifiCation

Salesforce.com Certified administrator – Study guide (Summer ‘10)

Contents
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................13 Custom field types .........................................................................................................................................14 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................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)

Section 1.

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

Purpose of this Study Guide

Section 2.

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

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

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

▪ ▪ ▪ ▪

training & CertifiCation

Salesforce.com Certified administrator – Study guide (Summer ‘10)

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

Weighting
3%

training & CertifiCation

2

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 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. Currency. identify. Locale. 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 .Salesforce.

Salesforce. modify. 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 .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.

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. Web-to-Lead. assignment rule.Salesforce.

Salesforce. These questions are not designed to test your readiness to successfully complete the certification exam. Web-to-Case. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. assignment rule. escalation rules. The following questions are representative of those on the Salesforce. including Business Hours. The actual exam questions may be more or less difficult than this set of questions. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6. Sample Exam Questions training & CertifiCation 6 .com Certified Administrator exam. but should be used to become familiar with the types of questions on the exam.com Certified administrator – Study guide (Summer ‘10) Service & Support Administration (continued) Configure the settings and rules for Case processing. 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. Applications.

) A. D. Refresh their browser. 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. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. D.) A. What must an Administrator do to enable Advanced Currency Management for an organization? A. E.com Enable Customizable Forecasting Enable Multiple Currencies 6. F. B. B. Sales User Marketing User Invoice Manager Contract Manager 4. Who may be assigned a workflow task? (There are five correct answers. Nothing—they’ll see the application in Spanish immediately.Salesforce. Change their language personal preference to Spanish. Which profile is a standard Profile? (Select all that apply. then log in again. 3. What must end users do to see this change? A.com Certified administrator – Study guide (Summer ‘10) 1. B. Logout. Purchase Unlimited Edition licenses Request a feature license from salesforce. B. D. C. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2.) A. C. B. C. D. D. C. C. C. D. An administrator changed the organization’s default language from English to Spanish. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. B.

Section 9-1. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. C Answers to Sample Exam Questions 6. 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. A. B. If IP address restrictions are defined for the user’s profile. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. 2. C. training & CertifiCation 8 . any login outside the specified hours is denied. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. Certified salesforce.com Connect for Outlook. Force. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. If profile-based IP address restrictions aren’t set. Salesforce CRM confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions. Maintaining a Certification Section 9. When users log in to Salesforce. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. B. In preparing for the Salesforce. you can set a list of IP address ranges from which they can log in. C 3. D. B 5. any login from an undesignated IP address is denied and any login from a specified IP address is allowed.com Connect for Lotus Notes. Organization-Wide Trusted IP Address List For all users. Force.com Connect Offline. D 4. the login is allowed.com Certified Administrator exam. there is a maintenance fee of $100 to keep the certification current for the following year. 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. for 1 year. the API. or a desktop client such as Force. either via the user interface. After 1 year. F Section 8. along with the associated exams. All certifications include access to new release content for subsequent releases.com professionals will be notified automatically when new release content and exams become available. E. Force.com Connect for Office. D 1. or the Data Loader.com Certified administrator – Study guide (Summer ‘10) Section 7. you can set the hours when users can log in and the IP addresses from which they can log in. If login hour restrictions are specified for the user’s profile. Salesforce CRM then checks whether the user’s profile has IP address restrictions. A.Salesforce. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses.

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 security token is enabled for your organization. Partner portal and customer portal users aren’t required to activate computers to log in. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. After 24 hours. the login is blocked. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client.com Certified administrator – Study guide (Summer ‘10) • If the user’s login is from an IP address in your organization’s trusted IP address list. API and desktop client users cannot log in to Salesforce CRM unless their IP address is included on your organization’s list of trusted IP addresses or on their profile. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. For more information on API login faults. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. then the user must enter mypasswordXXXXXXXXXX to log in. Whenever a login is blocked or returns an API login fault. if a user’s password is mypassword. 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 . When a user changes his/her password or resets the security token. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. A security token is an automatically generated key from Salesforce CRM. For access via the API or a client. users must add their security token to the end of their password to log in. and the security token is XXXXXXXXXX. the login is allowed. or has the password reset.com Web Services API Developer’s Guide. However. changes the password. Furthermore.Salesforce. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. see the Core Data Types Used in the API Calls topic in the Force. the activation link expires and users must repeat the activation process to log in. the user’s security token is automatically reset. 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 activation link included in the email is valid for up to 24 hours from the time the user clicked the Send Activation Link button. 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. Tip: It’s recommended that you obtain your security token via the Salesforce UI from a trusted network prior to attempting to access Salesforce CRM from a new IP address. if their profile has IP address restrictions set. The security token is valid until a user resets the security token. For example. 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. If single sign-on is enabled for your organization.

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

2. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. where the content of a template can contain information from multiple records. 4.Salesforce. Visualforce email templates allow for advanced merging with a recipient’s data. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. Section 9-4. 3.” All these email templates can include text. Click Setup | Company Profile | Fiscal Year. Enabling custom fiscal years impacts your reports. 2. generate weekly export data. This change will affect opportunities and forecasts organization-wide. Do not enable custom fiscal years unless you understand and are prepared for all the implications. click OK. You must either know HTML or obtain the HTML code to insert in your email template.com Certified administrator – Study guide (Summer ‘10) To enable custom fiscal years: 1. a. click Cancel. and attached files. Actual b. merge fields. Click Enable Custom Fiscal Years. If you aren’t certain you want to enable custom fiscal years. 3. Back up your current data. 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. 4. quotas. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. forecasts. Once you’ve enabled custom fiscal years. and other date-sensitive material. 6. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. Visualforce – Administrators and developers can create templates using Visualforce. Optionally. Warning: Custom fiscal years cannot be disabled once enabled. training & CertifiCation 11 . Text – All users can create or change text email templates. 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. See “Creating Visualforce Email Templates. define your fiscal year. 5. Select Custom Fiscal Year. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift.

Click Delete to remove the template.com recommends that you leave the text-only version blank. ▪ Click Attach File from the Attachments related list to add an attachment to the template. From any Email Templates page: ▪ The Visualforce Attachments related list indicates which attachments are being generated through Visualforce markup. the author is the person who created the email template. For Visualforce templates: • Click Edit Template to change the markup of the template page. 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 “Developer Mode” is enabled. click Setup | Email | My Templates. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. you can click [Change] next to the Author field to select a different author. see “Cloning Email Templates. For more information. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. If you select an image logo or other graphic file. If you have the “Manage Public Templates” permission. click Setup | Communication Templates | Email Templates.com Certified administrator – Study guide (Summer ‘10) To manage your personal email templates. edits to the HTML version are not reflected in the text-only version. click Edit to change the message content. or merge fields. When you leave the text-only version blank. Note: Salesforce. Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. • Click Edit Text Version to change the content or merge fields of the text-only version. • Alternatively. the text-only version is automatically generated when you edit the HTML version.” 12 ▪ ▪ ▪ ▪ training & CertifiCation . Click Clone to clone a template. If you have permission to manage public email templates. For more information. If you leave the text-only version blank. Salesforce CRM automatically creates the text-only content based on the current HTML version. • Click Preview to view a sample of the template markup populated with data from your records. The attached file is included in every email that uses the template. see “Understanding Dependencies. 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. If you choose not to leave the text-only version blank and instead manually create a text-only version. Initially. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. subject.Salesforce. You can also send an email preview.

com Certified administrator – Study guide (Summer ‘10) Section 9-5. Unlimited. reports. 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. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. 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. if a field is required in the page layout and read only in the field-level security settings. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. Important: The following user permissions override field-level security: ▪ ▪ “Modify All Data” “View All Data” 13 training & CertifiCation . email and mail merge templates. and page layouts to different users based on their profiles. Managing Record Types available in: Enterprise. support processes. The most restrictive field access settings of the two always apply. Person accounts are account records to which a special kind of record type has been assigned. You can change the name of this record type. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. available in: Enterprise. and solution Status. Lead Status. These record types are called person account record types. picklist values. and when synchronizing data or importing personal data. Unlimited. search results. 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. custom links. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. For example. lead processes. the field-level security overrides the page layout and the field will be read only for the user. case Status. and solution processes: opportunity Stage.Salesforce. the Salesforce CRM partner portal. Record types can be used in various ways. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements.com Connect Offline. and you can create additional person account record types. list views. You cannot delete all the record types for an object if the object is referenced in an Apex Code script. and offer different picklist values for each. Setting Field-Level Security ▪ ▪ Section 9-6. Force. the Salesforce CRM customer portal. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings.

Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. Universally required fields always display on edit pages regardless of field-level security. the maximum length of any auto-number field is 30 characters. 3. click View next to the tab you want to modify. click a tab or activity link. ë Select a profile to change the field access for users with that profile. Custom Field Types The first step in creating a custom field is choosing the type of field. and in the key lists on tab home pages. hidden. They also may be visible to users even though they reference fields your users can’t see. use “true” for checked values and “false” for unchecked values. To define field-level security: 1. The settings also override any lessrestrictive field access settings on the page layouts. and then click Edit. Below is a description of each custom field type: Field Type Auto Number Checkbox Description automatically assigns a unique sequential number to each record. Note: These field access settings apply throughout Salesforce CRM. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. you can: ▪ Create page layouts to organize the fields on detail and edit pages. read only. Set the fields that display in search results. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. When using a checkbox field for a report or list view filter. Click Save.Salesforce. in lookup dialog search results.com Certified administrator – Study guide (Summer ‘10) ▪ “View Encrypted Data” You can define field-level security from a profile or from a particular field. ë Click Set Field-Level Security. then use page layouts primarily to organize detail and edit pages within tabs. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. 20 of which are reserved for prefix or suffix text. Section 9-7. After setting field-level security for users based on their profiles. Specify whether the fields should be visible. 2. ë In the Field-Level Security section. This process reduces the number of page layouts for you to maintain. or editable (visible without read only) for users based on their profile. and then click Fields. ▪ ▪ Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. Tip: Use field-level security as the way to restrict users’ access to fields. training & CertifiCation 14 . Verify users’ access to fields by checking the field accessibility grid. allows users to check a box indicating a true or false attribute of a record. ë Select the field you want to modify.

“10”. they can also add the current date and time by clicking the date and time link next to the field. Note: Lookup relationship fields are not available in Personal edition.com recommends that you don’t use a custom phone field for fax numbers. allows users to enter a percentage number. allows users to enter any combination of letters. validation rules. numbers. Salesforce CrM validates the value to ensure it’s in the proper format. You can set a maximum length. or symbols. 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. in reports. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. on the associated record. or maximum value of related records. you can limit the data by specific dates and times using any custom date field. custom phone fields are displayed with the button. allowing click-to-dial functionality. workflow rules.com. Consequently. and any leading zeros are removed. or roll-up summary fields. allows users to enter an email address. the system automatically adds the percent sign to the number. such as record deletion and security. for example. Note: available for custom objects only. You can set a maximum length of up to 191 characters. Creates a hierarchical lookup relationship between users. salesforce. you can limit the data by specific dates using any custom date field. Email Formula Hierarchical Relationship Lookup Relationship Master-Detail Relationship Number Percent Phone allows users to enter any number. for example. allows users to automatically calculate values based on other values or fields such as merge fields. these fields display each value separated by a semicolon. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. up to 255 characters. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity.com Certified administrator – Study guide (Summer ‘10) Field Type Currency Date Date/Time Description allows users to enter a currency amount. if a lookup field references a record that is deleted. Salesforce CrM sets the lookup field to null and does not run any apex triggers. to enable encrypted fields for your organization. for example. the email is not logged as an activity in the activity History related list. this field is treated as a real number. minimum. allows users to enter up to 255 characters that display on separate lines similar to a Description field. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. although you can create a master-detail relationship field on a custom object that links to a standard object. or symbols that are stored in encrypted form. the time of day includes aM or PM notation. you can create a custom hierarchical relationship field to store each user’s direct manager. Salesforce CrM automatically formats it as a phone number. Creates a relationship between two records so you can associate them with each other.Salesforce. in reports. You can create lookup relationship fields that link to users. numbers. automatically displays the record count of related records or calculates the sum. allows users to select more than one picklist value from a list you define. you can then display a related list to show all the records that are linked to it. Note: if you’re using Salesforce CrM’s call center. a lookup relationship has no effect on record deletion or security. and the lookup field is not required in the page layout. this functionality can be useful if you export data to excel or another spreadsheet. or custom objects. standard objects. allows users to enter a date or pick a date from a pop-up calendar. for example. Creates a relationship between records where the master record controls certain behaviors of the detail record. allows users to enter any combination of letters. allows users to enter any phone number. the system automatically formats the field as a currency amount. contact salesforce. Text Text (Encrypted) Text Area training & CertifiCation 15 . a lookup relationship creates a field that allows users to click a lookup icon and select another record from a pop-up window. allows users to enter a date or pick a date from a pop-up calendar and enter a time of day. Users can click on the field to launch their email program and send an email to that address.

contact.000 character limit. ë You can map fields of type Text or Text Area to long text area fields. For example. or opportunity fields. To specify the mapping for custom lead fields: 1. Mapping Custom Lead Fields available in: Group.Salesforce. Currency. training & CertifiCation 16 . you can specify how you want that custom information converted into custom account. When users click on the field. currency.000 characters is allowed. ë Roll-up summary fields are not available for mapping lead fields of converted leads. Text Area. Select Setup | Customize | Leads | Fields | Map Lead Fields. allows users to enter up to 255 characters of any valid Web site address. note that only the first 50 characters are displayed on the record detail pages. note that every time you press Enter within a long text area field. or Percent to other number.com Certified administrator – Study guide (Summer ‘10) Field Type Text Area (Long) Description allows users to enter up to 32. map it to another custom currency field with a length of 3 and 2 decimal places. contact. the information from the standard lead fields is inserted into standard account. • Remember to map custom lead fields of type Number. • Remember to map custom lead fields to other custom fields of the same data type. any length from 256 to 32. or opportunity field into which you want the information inserted when you convert a lead. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. this data type is not available for activities or products on opportunities. and Developer editions User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. There are some exceptions: ë You can map between text and picklist fields. a line break and a return character are added to the text. ë Do not map custom formula fields to other formula fields or any other type of field. contact. that lead field mapping will be deleted. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. For each custom lead field. However. or percent fields of exactly the same length and decimal places. and opportunity fields. these 2 characters count toward the 32. Click Save. that is. You can set the length of this field type to a lower limit. choose a custom account. and opportunity. URL Section 9-8.000 characters that display on separate lines similar to a Description field. Unlimited. contact. If your organization has custom lead fields. if your lead currency field has a length of 3 and 2 decimal places. Enterprise. Note: If you change the data type of any custom field used for lead conversion. if desired. or Picklist. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. ë You can map auto-number fields to fields of type Text. Professional. the UrL will open in a separate browser window.

if you rename Accounts to Companies. will automatically reflect the new terminology you define. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. and release communications. all references to “accounts” will be changed automatically to “companies. Note: You cannot rename the Forecasts tab. page layouts. You will need to rename each tab manually. however. Cases. Campaigns. This list includes but is not limited to custom fields. especially in the areas of help.com disable this feature): Renaming salesforce. you can also create your own online help and user training & CertifiCation 17 . If you’re ready to move ahead with this feature.Salesforce. object. please follow the instructions at the end of this message. reports. Contacts. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. For example. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. Assets. In addition. 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. In other words. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. Please review the information below in detail. training. Documents. Products. including Personal Setup pages. For example. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. your users will first see a new overview page when they click on our online help links. and field names show up within the application? All Salesforce CRM pages accessible by your end users. Salesforce. and communication templates. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. If your organization renames tab and object names. Contracts. Where will the new tab.” you’ll have to change it to “Company Health Check” to reflect your new terminology. record types. and Solutions.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. views. if you already have a custom email template titled “Account Health Check. 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.com Certified administrator – Study guide (Summer ‘10) Section 9-9. Price Books. support. Partners.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. Opportunities. 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. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. Leads.

Street address for a user. email address of a user. indicates whether an aPi token has ever been reset. the new record is assigned to the existing record’s division. 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. forecasts. Up to 40 characters are allowed in this field. identifying number for a user. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. Up to 40 characters are allowed in this field.Salesforce. Up to 80 characters are allowed in this field. Company name where the user works. Some fields are only displayed to administrators when creating or editing users. EUC-JP. such as Customer Support. including creation date and time. User Fields The available fields vary according to which Salesforce CRM edition you have. and ISO-2022-JP are useful for Japanese users. group that user works for. Section 9-10.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. Short name to identify a user on list pages. Up to 80 characters are allowed in this field. Employee Number training & CertifiCation 18 .com. ISO8859-1 represents all Latin characters and should be used by english-speaking users. to all new accounts and leads created by the user.com. enables development mode for creating and editing Visualforce pages. for example. Users can change their division at any time. the default division is not used. Up to 8 characters are allowed in this field. and other pages where the entire name does not fit. Company division to which user belongs. Up to 40 characters are allowed in this field. Up to 255 characters are allowed in this field. Up to 40 characters are allowed in this field. User’s default currency setting for new records. reports. available only in organizations that use divisions to segment their data. User who created the user. name of the associated contact if the user is a partner user. 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.com. but is not supported by some older email software. When users create records related to an account or other record that already has a division. (read only) User’s default currency for quotas. this field is not available if your organization has disabled your choice to receive emails from salesforce. Division that is applied. unless he or she explicitly sets a different division. Character set and encoding for outbound email sent by a user from within Salesforce. by default. UTF-8 (Unicode) represents all characters for all the world’s languages. Depending on the approval process settings. and reports. Shift_JIS. the name of the call center to which this user is assigned. this field is only visible to organizations that have Visualforce enabled. available only for organizations that use multiple currencies. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. Country portion of the user’s address. this setting does not restrict the user from viewing or creating records in other divisions. this user can also approve approval requests for users. PC Sales group. opt in to receive administrator-targeted promotional emails from salesforce. administrative checkbox that enables or disables user login to the service. this must be one of the active currencies for the organization. City portion of the user’s address. Salesforce. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. indicates whether the user is allowed to use customizable forecasting. Must be a valid email address in the form: jsmith@acme.com Certified administrator – Study guide (Summer ‘10) documentation. Shown only in organizations using multiple currencies.

this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. if no mobile configuration is specified. for example. granting the user access to Salesforce CrM’s mobile capabilities. opt in to receive user-targeted promotional emails from salesforce. for Personal and group edition users. enterprise. available only for organizations that use multiple currencies. training & CertifiCation 19 .com. leads. and Unlimited edition. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. Up to 80 characters are allowed in this field. and contacts. Marketing User Checkbox that indicates whether a user has access to create. this field is not available if your organization has disabled your choice to receive emails from salesforce. including modification date and time. a user’s individual Language setting overrides the organization’s Default Language. this field establishes a hierarchical relationship. as displayed on the user edit page.com. and delete campaigns and configure advanced campaign setup. administrative checkbox that indicates whether a user has access to use force. the locale is set at the organization level via Setup | Company Profile | Company Information. the value used to identify a user for federated authentication single sign-on. fax number for a user. this field defaults to the mobile configuration assigned to the user’s profile. their personal locale. allocates one Salesforce CrM mobile license to the user. Note: Unlike other hierarchy fields. whereas in the english (United Kingdom) locale. (read only) Combined first and last name of a user. the organization’s Display Language applies to all users. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. the default currency for all currency amount fields in the user record. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale.Salesforce. Manager Lookup field used to select the user’s manager. first name of a user. they display using a 24-hour clock (for example. the Locale setting affects the format of date. Mobile Mobile User Cellular or mobile phone number. for all other users. Bob Johnson in the english (United States) locale displays as Bob Johnson. available at Setup | My Personal Information | Personal Information. for example. disable the checkbox for all your users. not available in Personal edition or group edition. Salesforce CrM lets you inactivate users who are referenced in the Manager field. Used to define the times that display in the user’s calendar. Up to 40 characters are allowed in this field. whereas the Chinese (China) locale displays the name as Johnson Bob. and number fields. Modified By Name Newsletter Offline User User who last changed the user fields. edit. the Mobile User checkbox is enabled by default for Unlimited edition users. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. overrides the organization setting.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. 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). all text and online help is displayed in this language. Country or geographic region in which user is located. to use the campaign import wizards. as displayed on the user detail page. preventing you from selecting a user who directly or indirectly reports to himself/herself. Mobile Configuration the mobile configuration assigned to the user. in organizations using Professional. (read only) Last name of a user.com offline. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. indicates the type of user license. Last Login Last Name User License Locale Date of last login. 2:00 PM). Up to 40 characters are allowed in this field. 14:00). the primary language for the user. the Locale setting also affects the first and last name order on Name fields for users. date/time. as displayed on the user edit page.

roles are selected from a picklist of available roles. amount of disk storage space the user is using. tags. Section 9-11. to receive email. fill in the name of the existing record owner in the Transfer from field. which can be changed by an administrator. Up to 80 characters are allowed in this field. 4. if selected.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. or authors. Unlimited. available in enterprise and Unlimited editions only. 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. Before transferring a record. 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.” 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. Users in arizona should select the setting with “america/Phoenix. Up to 20 characters are allowed in this field.Salesforce. Listing of custom links for users as set up by your administrator. 3. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. administrative field that defines the user’s login. not available in Personal edition or group edition. you can transfer from users or queues. Primary time zone in which a user works. 2. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. Up to 20 characters are allowed in this field. Optionally. Zip code or postal code portion of a user’s address. training & CertifiCation 20 . enterprise. if selected. Checkbox that specifies if the user was created via self-registration to a customer portal. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. if selected. the user must also select the Receive Salesforce Content Email Alerts checkbox. Transferring Records available in: Group. available in Developer. such as Western region Support Manager. and Unlimited editions only. Click the link for the type of record to transfer. Professional. time of day a user generally starts working. workspaces. Choose Setup | Data Management | Mass Transfer Records. Up to 40 characters are allowed in this field. workspaces. administrative field that specifies the position of a user within an organization. tags. Up to 80 characters are allowed in this field. administrative field that defines a user’s permission to perform different functions within the application. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. Enterprise. Used to define the times that display in the user’s calendar. or authors. For leads.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. State or province portion of a user’s address.

or sales teams is removed. 11. Deselect this checkbox if you want to remove the existing account team associated with the account. For leads. select the Change division. When transferring accounts.. fill in the name of new record owner. all previous access given by manual sharing. 10. notes. check the box in the column header to select all currently displayed items. open activities. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). • 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. closed opportunities and open opportunities owned by other users. Click Transfer.. training & CertifiCation 21 . and optionally. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. and Developer Editions. • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. Unlimited. checkbox to set the division of all transferred records to the new owner’s default division. This option applies only to closed opportunities owned by the account owner. some associated items that are owned by the current record owner are also transferred to the new owner. sharing rules. Select the checkbox next to each record you want to transfer.. open activities are not transferred.com Certified administrator – Study guide (Summer ‘10) 5. closed opportunities owned by other users aren’t changed. If your organization uses divisions. Leads Access to Transferred Items When transferring accounts and their related data in Professional. • Select the Transfer open cases. Optionally. you could search accounts in California by specifying “Billing State/Province equals CA. Choose Find to look for records that match. you can transfer to users or queues. open opportunities owned by the current account owner. Enterprise. For example.. When transferring leads to a queue. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users.” 9.. 7. 8. 6. you can: • Select the Transfer open opportunities.. In the Transfer to field. open activities.Salesforce. Any relevant sharing rules are then applied to the data based on the new owners. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. Transfer of Associated Items When you change record ownership. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. Note: Mass transfers do not trigger workflow rules. Fill in search conditions that the records you’re transferring must match. attachments.

Specify the complete URL to which users should be directed after they submit their information. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. Enterprise. Click Setup | Customize | Leads | Web-to-Lead. add the Lead Currency field if you add any currency amount fields. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. 6. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions.com Certified administrator – Study guide (Summer ‘10) Section 9-12. 8. training & CertifiCation 22 . 9. This URL could be a “thank you” page or your company’s home page. 4. Professional. The source of your Web-to-Lead form is always in your personal language. this template must be marked as “available for Use. select the language for the form labels displayed on your Web-to-Lead form. click Create Web-to-Lead Form. 7. the default response template is used when no response rules apply. • Be sure to select the Campaign field (and optionally. • For organizations using multiple currencies. if you set up response rules to use different email templates based on the information submitted. 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. Unlimited. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. all amounts will be captured in your corporate currency. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. 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. Setting Up Web-to-Lead available in: Group. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. Click Finished. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. 2. Click Save.Salesforce. otherwise. • For organizations using record types on leads. 3. If your organization uses the translation workbench or has renamed tabs. To create and generate a Web-to-Lead form. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. and click Generate. To select the fields to include on your Web-to-Lead form. Use the Up and Down arrows to change the order of the fields on your form.” Note: auto-response rules are not available in group edition. Leave this option blank if you don’t wish to send emails when no response rules apply.

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. Select the desired encoding for your export file. Exporting Backup Data available in: Enterprise. Section 9-13. In addition.Salesforce. 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.. all new leads are marked as “Unread. Customer Support is notified of the problem so we can help you correct it. 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. This option is only available if a week has passed since your last export.com.com Certified administrator – Study guide (Summer ‘10) If you want to test the Web-to-Lead form. Also. Don’t forget to remove it before releasing the Web-to-Lead page to your Web site. Click Setup | Data Management | Data Export and Export Now or Schedule Export. To sign up for the Data Export Service. All leads generated from your Web site are initially marked with the “default status” specified by the Lead Status picklist.” and are changed to “Read” only when the lead owner views or edits that lead. Note: The format for date and currency fields captured online is taken from your organization’s default settings. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. if you want your export data to include attachments. 2.. If your organization exceeds its daily Web-to-Lead limit. The Export Now option prepares your files for export immediately. 4. training & CertifiCation 23 . the Default Lead Creator (specified in the Webto-Lead setup) will receive an email containing the additional lead information. 1. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. You can export all your organization’s data into a set of comma-separated values files. 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. contact salesforce. For Web leads that are generated as part of a campaign. which is needed to export data. If your organization is configured for data export. 3. This line redirects you to a debugging page when you submit the form. Default Locale and Currency Locale. add the line <input type=”hidden” name=”debug” value=”1”> to your code. This functionality may be useful if you plan to use your export files for importing or other integrations. if a new lead cannot be generated due to errors in your Web-to-Lead setup. Select Include attachments. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. Note: If you give a user the “Weekly Data Export” permission. All universally required fields must have a value before a record can be created via Web-to-Lead.

If desired. Enterprise. person account records are included in the contact data. a Refreshing Dashboard field displays at the top right corner of the dashboard. Depending on the encoding selected. you can include all data in your export file. and emails you when the file is ready. 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. Salesforce CRM creates CSV files of your data. after that.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. as opposed to an automated program. If your dashboard data does not refresh after 10 minutes. Salesforce CRM may require users to pass a user verification test to export data from their organization. Select the types of data to include in your export.. 6.com Certified administrator – Study guide (Summer ‘10) 5. start and end dates. you may have to make adjustments to the export file before viewing it. 7. Note the following: • Formula and roll-up summary fields are always excluded from exports. • If your organization uses divisions. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. it will be deleted. click Save. You have 48 hours to download the zip file from this page. the refresh automatically stops. has correctly entered the text into the overlay. • If your organization uses person accounts and you’re exporting contacts. and time of day for your scheduled export. If you’re scheduling your export. This simple. Unlimited.Salesforce. rather than the position of the columns. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. If you scheduled the export. Section 9-14. data from all divisions is included in the export. Note: For security purposes. click Start Export. • If your organization uses person accounts and you’re exporting accounts. Refreshing Dashboard Data available in: Group. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. Also. To pass the test. However. click Refresh again. zips them into one archive. When dashboard data is refreshing. all account fields are included in the account data. If you’re running the export now. the contact data only includes the fields shared by contacts and person accounts. training & CertifiCation 24 . Note that the words entered into the text box field must be separated by a space. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. text-entry test helps prevent malicious programs from accessing your organization’s data. Professional. indicate who should be notified by email when the backup files are ready. Click Refresh to replenish your dashboard with the most recent data. field at the top right corner of the dashboard. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. select the frequency. If necessary..

select the frequency at which the dashboard refreshes. training & CertifiCation 25 . from the drop-down button. Click Refresh and choose Schedule Refresh. 4. 2. users view the most current data. On the Dashboards tab. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. more options display that allow you to refine the frequency criteria.Salesforce. In email applications that do not support HTML. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. specify the dates during which you wish to schedule dashboard refreshes. click the Find available options. the notification displays text that includes a link to the dashboard in Salesforce CRM. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. 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.... weekly. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. To delete a scheduled dashboard refresh: 1. or Monthly fields. Users can view the dashboard after they log in. To schedule a dashboard refresh: 1. to send an email that includes the refreshed dashboard to additional users. The user in the Running User field determines the dashboard’s level of access to data. • In the Start and End fields.. 5. 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. 3.com Certified administrator – Study guide (Summer ‘10) When you refresh a dashboard.. select a dashboard from the View Dashboard drop-down list. • In the Preferred Start Time drop-down list. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. link to choose a preferred start time for the dashboard refresh. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. Furthermore. after a refresh completes. giving all users who can view the dashboard access to data they might not be able to see otherwise. Schedule the dashboard refresh: • In the Frequency field. • Click Others. the dashboard data refreshes for anyone else in your organization that has access to that dashboard.. Weekly. This functionality bypasses all security settings. When you click the Daily. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Click Save to schedule the dashboard refresh. Section 9-15.

If you schedule a dashboard to refresh on a specific day of every month. 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 will only refresh on months that have that specific day. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. To view the All Scheduled Jobs page. then the dashboard will only refresh on months that have 31 days. For example. Dashboards refresh in the time zone of the user who schedules the refresh. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. In HTML-formatted dashboard refresh notifications. Other users cannot access dashboards in your personal folders. choose “last” from the On day of every month drop-down list. users must click the name of the first column on the table or the metric label. if the Time Zone field on your user record is set to Pacific Standard Time. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. the dashboard must be in a public folder with access granted to others. if you select 2:00 PM as your preferred start time. Click Delete. If you want a dashboard to refresh on the last day of every month. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. depending on how many other dashboards are scheduled to refresh at that time. Note that users must log in to Salesforce CRM to view the report the dashboard component represents.. 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. the dashboard may refresh any time between 2:00 PM and 2:59 PM. Tip: Optionally. 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. For example. To view the report that a table or metric dashboard component represents. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. 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.Salesforce. from the drop-down button. click Setup | Monitoring | Scheduled Jobs. 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. training & CertifiCation 26 . The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list.com Certified administrator – Study guide (Summer ‘10) 2. To send a dashboard refresh notification to other users. Click Del to permanently delete all instances of the scheduled dashboard refresh. 3. Click Refresh and choose Schedule Refresh. and you schedule a dashboard to refresh every day at 2:00 PM.

Marketing User.com Certified administrator – Study guide (Summer ‘10) ▪ ▪ Dashboard components that include S-controls may not display in dashboard refresh notifications. and delete contracts apply an approved status to a contract Convert leads into accounts. activate. Solution Manager. 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. Standard User. edit. and edit contracts install or uninstall appexchange packages from the appexchange Create. Marketing User. create. save. Standard User. Marketing User. After users receive dashboard refresh notifications in their email clients. Contract Manager administrator. When you convert to customizable forecasts. Standard User. Users must log in to Salesforce CRM to view S-control data displayed in real time. Contract Manager administrator. this permission is only available for customizable forecasts. run. Contract Manager administrator. Standard User. create. Solution Manager. this permission is not available for customizable forecasts. Solution Manager. contacts. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. edit. Marketing User. Standard User. they view the notifications when the email clients are not connected to the Intern Section 9-16. Standard User. Solution Manager. Marketing User. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Create. Contract Manager administrator. General User Permissions Permission Name Activate Contracts Approve Contracts Convert Leads Functions Controlled Change contract status to activate. Contract Manager administrator. Contract Manager administrator. read only. Contract Manager administrator administrator administrator administrator administrator. and opportunities Profiles administrator. edit. Contract Manager administrator. Standard User. Solution Manager. Contract Manager Create and Customize Reports View the reports tab. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access training & CertifiCation 27 . and delete reports. Solution Manager. Solution Manager. and delete forecasts.Salesforce. edit. and delete events Edit Forecasts Create. Marketing User. General Permissions The following table shows the general permissions associated with each standard profile. Marketing User.

Solution Manager. edit. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Create and edit account assignment rules. 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. edit. 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. Marketing User. Standard User. Solution Manager. Marketing User. Standard Platform User. Standard User. edit. Contract Manager administrator. Solution Manager. add and remove users from territories. Marketing User. Send mass Stay-in-touch update emails training & CertifiCation 28 .” and “View Setup and Configuration” permissions) Set support business hours. Contract Manager. Solution Manager. edit. Set up email-to-Case.com Certified administrator – Study guide (Summer ‘10) Permission Name Edit Tasks Functions Controlled Create. Standard Platform one app User administrator. Standard User. edit. and delete workspace permissions in Salesforce CrM Content Create. Marketing User. Marketing User administrator. Contract Manager Mass Email Send bulk emails to contacts and leads. 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). Standard User. edit the Support Settings. Marketing User. Contract Manager administrator. run Self-Service reports Create and edit territories. Manually assign accounts to territories.Salesforce. such as mass transfer of cases Create. and delete custom fields in Salesforce CrM Content Create. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator.”“run reports. Contract Manager administrator. and delete solutions that are accessible to the public on your self-service portal or Web site. and delete tasks Profiles administrator. Solution Manager. Perform actions on multiple cases in a list view. Standard User.

Marketing User. run reports. Standard User. View dashboards based on reports Send Email Send email to a single contact or lead. Contract Manager administrator.Salesforce. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Standard User. Standard User. Marketing User. this permission is only available for customizable forecasts. if the Show Custom Sidebar Components on All Pages user interface setting is selected. 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. Solution Manager. Contract Manager administrator. Solution Manager. Contract Manager administrator. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy.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. Send Stay-in-touch update emails Send Stay-in-Touch Requests Send Stay-in-touch email requests Show Custom Sidebar On All Pages if you have custom home page layouts that include components in the sidebar. Contract Manager administrator. read only. read only. Marketing User. the “Show Customer Sidebar on all Pages” permission is not available. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. Standard User. including: Tab will not be visible Fields of that type will not be visible on other tabs training & CertifiCation 29 . Standard User. Contract Manager none Products show in Offline Specify if products and price books are available in force. and delete records Note: If you remove the “Read” permission from a profile. edit. Marketing User. Solution Manager. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. Mass transfer leads via the Mass transfer feature. this permission is only available for customizable forecasts. Solution Manager. users with that profile will not see that type of data anywhere.com offline Run Reports View the reports tab. Marketing User. displays your custom sidebar on all pages in Salesforce CrM. When you convert to customizable forecasts. Solution Manager. Profiles administrator.

leads are available in the Primary Object drop-down list so that you can build lead report types for other users. and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. Section 9-17. select the primary object from which you want to build your custom report type. Click Setup | Create | Report Types. • The primary object you choose determines the views available to users creating or running reports from your custom report type. including those you do not have permission to view. • All objects display in the Primary Object drop-down list. if you select accounts as the primary object for your custom report type. That user will not be able to view the Contacts tab when selecting the custom app that contains it. training & CertifiCation 30 . you cannot change the primary object associated with it. • After you save a custom report type. users can create custom reports from it. If you want to change the primary object. Defining Custom Report Types available in: Professional. For example. For example. From the Primary Object drop-down list. You can search for information within any of the fields listed below. The column lists fields searched in both the Sidebar Search and Advanced Search. To define custom report types: 1. object relationships. even if you don’t have permission to view leads. and fields. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. Once you have defined a custom report type. 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. Unlimited.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. For example. you must define a new custom report type. Click New Custom Report Type.Salesforce. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. Enterprise. Search Fields The types of records you can search vary according to which edition you have.

consider describing that report as This allows you to report on accounts and their contacts. • Choose “Deployed” as the Deployment Status when you want to allow users to create and run reports from the custom report type. Enter a name for your custom report type in the Report Type Name field. ▪ ▪ After deploying a custom report type. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. Select a category in which to store the custom report type on the Select the Report Type page of the report wizard. then the custom report type and any reports created from it will automatically be deleted. In addition. 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. Next.com Certified administrator – Study guide (Summer ‘10) 2. change the Deployment Status back to “In Development” if you want to make further enhancements. when entering a description for your custom report type. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. 3. 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. choose the object relationships a report can display when run from a custom report type. For example. and the custom object is deleted. 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. 4. 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. we recommend that you clarify how the object relationships affect report results. Accounts will display if they have no contacts. 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. 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. 7. 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. 5. 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. Click Next. Furthermore. When entering a name for your custom report type.Salesforce. 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. 6. For example. considering naming that report Accounts with or without Contacts.” training & CertifiCation 31 .

and delete campaigns and configure advanced campaign setup. or run campaign reports. Campaign FAQ available in: Enterprise. you can manually link a contact. Select the Status of the individual for the campaign. In the Campaign History related list. In the Campaign History related list. and click Next. or person account with a campaign: 1. training & CertifiCation 32 . lead.Salesforce. edit. and click Save. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. 6. or person account. 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. or person account to a campaign and update that individual’s campaign status. 4.com Certified administrator – Study guide (Summer ‘10) Section 9-19. In addition. and click Save. 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). or person account plus the individual’s current status on the campaign. lead. Note: The Campaign History related list shows the associated campaigns for a contact. users in your organization can view campaigns. 7. View the detail page of the individual you want to link to the campaign. only designated Marketing Users with the appropriate user permissions can create. Unlimited. 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. However. Select the campaign. click Add Campaign. Unlimited. view the advanced campaign setup. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. Updating Campaign History available in: Enterprise. View the detail page of the individual associated with the campaign. or person account on an existing campaign: 5. 2. lead. To associate a contact. Any user can do this via the Campaign History related list on a contact. click Edit next to the campaign name. To update the member status for a contact. Change the Status of the individual. lead. such as via a phone call to a sales rep. lead. 3.

contact. that campaign is automatically inserted into the opportunity Campaign Source field. The ROI result is expressed as a percentage. or person account. the campaign with the most recently updated member status is mapped to the new opportunity. In these wizards. You can also select a campaign name from the Campaign History related list of an associated lead. you can fill in the Campaign Source field to indicate that the opportunity resulted from the campaign.Existing Contacts and Add Members . when you convert a lead that’s linked to a campaign. selecting records shown on list pages. click Save. and then change the fields you want to update. and then clicking a button. You can also click Save & New to save the current campaign and create another. Tip: If your organization has enabled hover details. Displaying and Editing Campaigns available in: Enterprise. The ROI is calculated as the net gain (Total Value Won Opps . click the campaign name to display detailed information. click Edit. you can add existing contacts or leads to a campaign by displaying a list view. When you create an opportunity. you can edit fields directly on the detail page. You can navigate across as many list pages as you want to select all the contacts or leads you’re target. which are available on the Manage Members page. 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. Note: If your organization has enabled inline editing.Existing Leads wizards.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. 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.Actual Cost) divided by the Actual Cost. You can also run the Campaign Revenue Report to track which opportunities are linked to your campaigns. Note: You can add contacts or leads to campaigns by using the Add Members . Both contacts and leads can be associated with your campaigns as campaign members. not for marketing purposes. Unlimited. 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). In addition. If the lead is linked to multiple campaigns. training & CertifiCation 33 . 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. When you’ve finished. 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. Section 9-20.Salesforce. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. Editing Campaigns – To update a campaign.

When you delete a case. Note: If you delete an event. Sharing – To share a campaign with other users. Linking Contacts. Enterprise. click Printable View on the campaign detail page. and attachments are also deleted. or click Delete on the case detail page. Use your browser’s Print function to print the display. You can click individual items to display additional detail. use the arrow icons next to the section headings to expand or collapse each section on the detail page. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign.” “Responded. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. or roles. click Back to list at the top of the campaign detail page. groups.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. Section 9-21. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. Associated contacts. including activities. click Del next to the case on the cases list page. case comment.Salesforce. task. case comments. If you undelete the case. Click more at the bottom of the page or View More below a related list to display more items. Tagging Campaigns – If tags have been enabled. 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. In the lookup dialog. the event. Unlimited. The deleted case is moved to the Recycle Bin. you can search for an existing campaign or create a new parent campaign. click one of the tag names to view a list of all records with that tag. training & CertifiCation 34 . or attachment cannot be restored via undelete. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. Professional. and solutions are not deleted with the case. If the record has already been tagged. case comment. accounts. If you have campaign hierarchies enabled. Printing Campaigns – To view a printable display of all information for the campaign. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. 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. Note: If enabled by your administrator. or attachment from a case and then delete the case. related list hover links display at the top of each detail page. Deleting Cases available in: Group. Leads. you can use the Parent Campaign lookup field to assign a parent to your campaign. click Sharing.” or “Attended. and the opportunities that resulted from the campaign. any related items are also restored. or person accounts with a campaign or to update the status of existing campaign members.com Certified administrator – Study guide (Summer ‘10) Creating Campaign Hierarchies – When creating or editing a campaign. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. 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. all related events and tasks. If your organization has enabled collapsible page sections. task. attachments. campaign hierarchies. To return to the last list page you viewed. contacts.

com Certified administrator – Study guide (Summer ‘10) Section 9-22. all users with the appropriate permissions can categorize solutions. We recommend that you limit the number of categories to which a solution belongs. Unlimited. can categorize solutions prior to enabling solution categories for the entire organization. This user will be listed on the case history for all actions that are system defined. Click Save. 3. 2. Administrators. and users with the “Manage Categories” permission. Categorizing Solutions available in: Professional. If you put solutions into only the most relevant categories. you have to modify the categories of its master solution. This related list is not visible unless your administrator has defined and enabled categories. 4. Click Select Categories in the Solution Categories related list. If multilingual solutions is enabled for your organization. Click Save. For more information on how to enable category browsing. click Deselect to remove a category from the solution. Click on Setup | App Setup | Customize | Cases | Support Settings. see Customizing Solution Settings. Click Edit to change any of the listed support settings. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. 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. If necessary. Each solution can belong to more than one category. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. Section 9-23. Customers can also browse published solutions by category in public solutions. 3. 4. 1. To modify a translated solution’s categories. The categories on a translated solution are synchronized with the categories on the master solution. they will be easier for users and customers to find. follow these directions: 1. the Self-Service portal. you can browse for and find solutions by category from the Solutions tab or when solving a case. Repeat until you have added all applicable categories. 2. Once your solutions are categorized. and the Customer Portal. Once solution category browsing is enabled. All automated case actions will now have this new Automated Case User listed on the Case History. 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.Salesforce. View the solution you want to categorize. translated solutions inherit solution categories from their master solutions. In the solution category hierarchy. click Select to add a category to the solution. training & CertifiCation 35 . Enterprise.

Click the Tab Style lookup icon to display the Tab Style Selector. and click Go! to find a document file name that includes your search term. or Tab Hidden from the drop-down list. Click Setup | Create | Tabs.Salesforce. However. If you haven’t already created the custom object. solution category information is not available in list views. select the document folder. 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.com Certified administrator – Study guide (Summer ‘10) To later remove a category from a solution. The label of the new tab is the same as the plural version of the custom object label. • Click Insert an Image. Default Off. Professional. 4. Optionally. 6. • Alternatively. 3. click Search in Documents. If a tab style is already in use. The New Custom Tab wizard reappears. 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. 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. • Select a file and click OK. Unlimited. • Alternatively. 5. training & CertifiCation 36 . and Developer editions apex Page tabs available in: Group. 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. click Del in the Solution Categories related list on the solution detail page. Enterprise. Click New in the Custom Object Tabs related list. or Tab Hidden from the drop-down list for each profile. choose a custom link to use as the introductory splash page when users initially click the tab. Enterprise. 2. and select the image you want to use. If the document used for the icon is later deleted. click Create a new custom object now and follow the instructions in Defining Custom Objects. Select the custom object to display in the custom tab. Optionally. 7. Note: You can create a custom report on solution categories. Professional. if desired. 8. Click Hide styles which are used on other tabs to filter this list. Click a tab style to select the color scheme and icon for the custom tab. Unlimited. and click Next. Section 9-24. as described in Defining Custom Objects. Default Off. Mouse over the style name to view the tabs that use the style. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. Salesforce CRM replaces it with a default multicolor block icon. select Apply a different tab visibility for each profile and choose Default On. enter a search term. a number enclosed in brackets [] appears next to the tab style name. Enter a description of the tab. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group.

2. • On the day view of the calendar. start date and time. choose Default On. Note: If multiday events are enabled for your organization. an Expense option appears in this list. Enter the details of the event such as subject. click Check Spelling to spell-check the contents of the Description field. Optionally. Optionally. if the custom object displayed in the custom tab is named Expenses. click on a time to create an event for that time. click the Add Event Icon ( ) next to a date to create an event on that date. 3. Specify Tab Visibility. tab visibility is automatically set to Default On. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Default Off. you can create events that last up to 14 days. select Create recurring series of events to specify how often the event repeats. Section 9-25. Once you’ve created the recurring event series. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. The page layout controls which fields are visible and editable when users are entering data in the custom tab. select the users to invite and click New Event. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. • On the week view or the month view of the calendar. • 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. click New Event. For Enterprise.com Certified administrator – Study guide (Summer ‘10) 9. such as Japanese. • Click Save. and Developer Edition organizations. 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. click New Event. For example. For Professional Edition organizations. 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. Unlimited. Spell checker does not support double-byte languages. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. and end date and time. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours.Salesforce. • Specify the custom apps that should include the new tab. If you choose Default On or Default Off. training & CertifiCation 37 . Optionally. and click Next. • On a multiuser calendar. Specify which fields display to users in the key lists section of the custom object tab home page. Note that the Check Spelling button must be enabled by your administrator.

Set the start date and end date. or choose a date from the calendar that displays when you put your cursor in the field. Checkbox that specifies whether the event lasts all day.Salesforce. this value is automatically inherited from the related account. the event is assigned to the creator. Select the frequency of recurrence.com Certified administrator – Study guide (Summer ‘10) 4. Select the Create recurring series of events checkbox. 1. By default. or custom object. 5. available only in organizations that use divisions to segment their data. (read only) Planned date of the event. text note describing the event. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled.m. click Add Invitees to make the event a group event to which users. 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. users with sharing access to the record can click it to view more details. or resources are invited. 2. You can enter the name of the person or use the lookup icon to select the name. this field only displays if you have the “read” permission for that type of record. Note: Depending on the type of series you’re creating. Division to which the activity belongs. You can enter a date. assigned owner of the event. this field is for online meetings only. This topic describes how to complete the Recurrence section on the New Event page. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. this field appears only if multiday events are disabled. otherwise. available only for organizations that use multiple currencies. Alternatively. amounts display in the activity currency and are also converted to the user’s personal currency. lead. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. case. Optionally. Contact or lead associated with the event. Click Save. the activity belongs to the global division. Link used to attend an online meeting. to assign the event to another user. leads. Once you’ve created the recurring event series. such as a weekly staff meeting that occurs every Monday at 11:00 a. if any. enter a user’s name or select a user with the lookup icon. this field can hold up to 32KB of data. Description Division training & CertifiCation 38 . this field is not available in Personal edition. User who created the event. including creation date and time. contacts. 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. 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 for online meetings only and is not available for trial meetings. and Developer editions. 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. However. the record that the event is associated with. name of the field that determines what picklist values are available for the record. such as an account. optional field that allows users invited to a group event to enter a note when they accept or decline the event. Picklist that determines how this event appears when another user views your calendar: busy. additionally. accounts. the email address of the contact or lead associated with the event. this field appears only if multiday events are enabled. Webex meeting type. each picklist value can have up to 40 characters. this field is available for Webex customers only.Salesforce. time of a planned event. this option is not available when you associate the event with a lead instead of a contact. entry describing subject of activity. or custom object. you can add the current time by clicking the time link next to the field. Choose a Webex teleconferencing service. User who last changed the event. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. or free time. You can add the current time by clicking the time link next to the field. such as “Meeting. leads. opportunity. this field is for online meetings only. this field only displays if you have the “read” permission for that type of record. users with sharing access to the record can click it to view more details. Planned start date and time of event. campaigns. including modification date and time. enter the password that meeting attendees should use to log in to the online meeting. this field is for online meetings only. the phone number of the contact or lead associated with the event. cases. or contacts. such as email or Meeting. available in enterprise. enter any dial-in instructions or details. Private events cannot be associated with opportunities. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. this field appears only if multiday events are disabled. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. 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 . Unlimited. the number identifying the meeting. (read only) Location of the event. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. this field appears only if multiday events are enabled. contracts. this field is automatically filled in with the value from the corresponding contact or lead record. out of office. Planned end date and time of the event. this field is for online meetings only. this field is automatically filled in with the value from the corresponding contact or lead record.com Certified administrator – Study guide (Summer ‘10) Field Duration Email End Description the length of a timed event in hours and minutes. you can add the current time by clicking the time link next to the field. additionally.” You can enter a subject or select from a list of previously defined subjects. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. this field is not available in Personal edition. this field appears only if multiday events are disabled. exported data files will always contain private events. type of the event.

see “Creating Group Tasks. Spell checker does not support double-byte languages such as Japanese. edit. such as making phone calls or sending mail. you can use additional tools to customize. To get started: • Click New from the My Tasks section of the Home tab. Show Details – Users can see detailed information about events in other users’ calendars. this setting is set to “Hide Details and Add Events. 2. Click Setup | Administration | Security Controls | Sharing Rules | Edit. Show Details and Add Events – In addition to the sharing levels set by Show Details. click Save & New Task to save the task and begin creating another new task. navigate. • Click New Task from the Open Activities related list of an associated record. To create a new task. 3. Alternatively. select Make this the default setting. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. Note that the Check Spelling button must be enabled by your administrator.Salesforce. To save the current state of the checkbox as your personal default.com Certified administrator – Study guide (Summer ‘10) Tasks allow you to track the specific actions you plan to perform or have performed. • 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. follow these steps: 1. or click Save & New Event to save the task and begin creating an event. • Click Task from the Create New. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create... users can insert events in other users’ calendars. Section 9-26.” Section 9-27. drop-down menu in the sidebar. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. 4.” • Optionally. and edit list data. Note: By default. users can insert events in other users’ calendars. 2. Click Save. click Check Spelling to spell-check the contents of the Comments field. Select the appropriate drop-down value for “Default Calendar Access. training & CertifiCation 40 . 2. but cannot see any other information about the nature of events in the user’s calendar.” To change this setting: 1. 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. manage. Hide Details – Others can see whether the user is available at given times. 3. 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.

In general. Enter View Name. Enter the name to appear in the View drop-down list. account and opportunity list views can be restricted by My Territories or My Territory Teams. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. My Territories means records associated with territories to which you belong.. leads. 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. select the division that records in the list view must match. to specify the set of records to search. training & CertifiCation 41 ... Specify Filter Criteria Filter by Owner These options vary. or cases to use for mass email recipient lists. click Create New View at the top of any list page or in the Views section of any tab home page. create a list view of accounts in your state. click Edit next to the View drop-down list. • Price book list views can be restricted by price book. To create a new view.com Certified administrator – Study guide (Summer ‘10) You can create new list views to see a specific set of records such as contacts. Select --Current-.Salesforce. 2. users. documents. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. or My. You can also create views of contacts.to show records in your current working division. depending on the kind of record. or campaigns. To edit or delete any view you created. select All. or opportunities above a particular Amount. leads with a specific Lead Source. This option is disabled if you aren’t searching all records.. Fill in the following: 1. For example. • Activity list views have several options. There may be additional options: • Lead and case list views can be restricted by queue. • If your organization has territory management. 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. you’ll receive an error when attempting to save the list view.

records that have been shared with you. users must also have the appropriate “Read” permission on the type of records within the list view. When implementing a customer portal. role. select Visible to certain groups of users. When you select a long text area field. or records owned by or shared with users in roles below you in the role hierarchy.” training & CertifiCation 42 . You can choose up to 15 different fields to display in your view. To see a list view. To add or remove fields. 3. (Field-level security is available only in Enterprise. In addition. 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. Enterprise. To create list views that only your Salesforce CRM users can see. Use the arrows to arrange the fields in the proper sequence. 4. This option is not available in Personal Edition. select a field name and click the Add or Remove arrow. Click Save. specify whether everyone or just you can see the custom view.) Archived activities are not included in activity list views. choose the type of group or role from the drop-down list. specify conditions that the selected items must match. Alternatively. or role including all users below that role to see the custom view. and click Add. and Developer Edition users can specify a public group. Select Fields to Display The default fields are automatically selected. The view appears in the View drop-down list so you can access it later. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. Unlimited. 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. select the group or role from the list below it.Salesforce. 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.com Certified administrator – Study guide (Summer ‘10) Filter by Additional Fields Optionally. enter “Closed equals True” and “Won equals False. to show all opportunities you’ve won. You can display only the fields that are available in your page layout. up to 255 characters are displayed in the list view. These are special picklists with values of either “True” or “False. select Visible to certain groups of users. 5. To share the list view. you can view only those fields that are visible in your page layout and field-level security settings. such as Lead Source equals Web. you can use special picklist values for your search criteria. Unlimited. You can also use special date values in your filter criteria. and Developer Editions. click Back to list at the top of any detail page. 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. To return to the last list page you viewed. 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. When creating filter criteria. enter “Won equals True” as your search criteria.” For example. To show all closed/lost opportunities. such as in a list view or report or when mass-deleting records.

the case is open. that is. not events. Case has a new comment added by a Self-Service user. applies only to tasks. 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. not tasks. the event is marked as an all-day event. the account is a partner account or the lead or opportunity owner is a partner user. the event is the original group event assigned to the event host. the contact cannot be included in a mass email recipient list. task is still open. Click the lookup icon to choose the value “True” or “False. leads. the task Status field has a “Closed” value. Activities: Closed Campaigns: Active Cases: Escalated training & CertifiCation 43 . the account is a business account. the event has a specific time. Case has not been escalated. the account is not a partner account or the lead or opportunity owner is not a partner user. Case has been automatically escalated via your organization’s escalation rule. applies only to events. Case does not have a Self-Service comment. this field displays as the person account icon. activity does not have a green sheet. activity is a task.com Certified administrator – Study guide (Summer ‘10) Note: If you are creating filter criteria for a report or list view. Campaign is inactive. the contact is not enabled for Self-Service. the lead has been converted. activity is an event. the contact is enabled to log in to your Self-Service Portal.” Alternatively. the lead may receive mass email. such as in the campaign import wizards.” Case has been closed. Campaign is active and can be chosen from various campaign picklists. the lookup icon automatically displays when you choose to filter on one of the special picklists. Case has a comment added by a Self-Service user. that is.Salesforce. that is. note that your administrator may have customized the name of this field. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. the case Status field has a “Closed” value. the case is closed. the task has been closed. the contact may receive mass email. the lead has not been converted. Case does not have a new Self-Service comment. the case Status has a value that is not equivalent to “Closed. you can manually enter “True” or “False” in the filter criteria. the lead cannot be included in a mass email recipient list. Case is still open. the event is the meeting invite sent to another user for a group event. not tasks. applies only to events. not an event.

Product is inactive and cannot be added to opportunities. the Private box on the opportunity is not checked. Product does not have a default quantity schedule. Unlimited. User is a partner user. that is. Product has a default quantity schedule. the translated solution has been updated to match the master solution with which it is associated. User is not a partner user.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 has access to use force.com offline use. the Stage field may have a value of the type open or Closed/Lost. that is. User is inactive and cannot log in. Product does not have a default revenue schedule. 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.) training & CertifiCation 44 . the opportunity is closed and won. the opportunity is still open. the translated solution has not been updated to match the master solution with which it is associated. the partner for the opportunity has not been marked as the primary partner. User is not enabled to manage campaigns. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the solution Status field has a “reviewed” value. User is active and can log in. the solution has been reviewed.com offline. User is not enabled for force. (Field-level security is available only in Enterprise.Salesforce. that is. and Developer Editions. 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. User can manage campaigns. the opportunity owner has checked the Private box on the opportunity edit page. Solution is not reviewed. the opportunity is closed. the Stage field has a value of the type Closed/Won. Product has a default revenue schedule. the opportunity has not been won. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the partner for the opportunity has been marked as the primary partner. the Stage field has a value of the type Closed/Won or Closed/Lost.

com) is an online advertising service used to create advertisements that display on major search engines. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. Group. sales opportunities. 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.com Certified administrator – Study guide (Summer ‘10) Section 9-28. allowing you to track the effectiveness of your online advertising investments. Google AdWords What is Google AdWords? Google AdWords (http://adwords. Many salesforce. Unlimited. To request territory management for your organization. Section 9-29. With Salesforce CRM for Google AdWords. 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. including Google. In Salesforce CRM Content. After you’ve completed the prerequisites. you’ll be ready to turn on territory management for your organization. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. contact salesforce. Enabling Territory Management available in: Enterprise. training & CertifiCation 45 . Unlimited.com.google. Professional. Enterprise. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. 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.Salesforce. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. What is Salesforce CRM for Google AdWords? Salesforce CRM for Google AdWords connects Salesforce CRM with Google AdWords. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM.com customers advertise online with Google AdWords as a mechanism to generate leads.

or modify a presentation. clone & customize. ) to view all the slides in the ) to view all the presentations ) to remove that 46 • In the assembly section. copy. • Click Clear at any time to revert your changes. Note: Working with presentations requires Adobe Flash® Player. Depending on whether you want to create. Salesforce. 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.com provides a link to Adobe’s website where you can download Flash for free. If presentation assembly is disabled after presentations have been created. Note: Some slide thumbnails may not be visible or may only be partially visible.5 or higher.0. To work with presentations: 1. hover over a document and click the garbage can icon ( document from the presentation you are assembling. select a specific workspace to search or enter a search term in the text box before clicking either button. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. click the Workspaces tab and then choose Create New | Presentation. Note: When you create.com does not delete existing presentations but they cannot be customized or modified. click Cancel to return to your starting point. on the content details page click Clone & Customize. it may time out. hover over a presentation and click the slides icon ( presentation.11. on the content details page click Edit | Edit Presentation. • To create a new presentation by copying an existing presentation. click a file or slide to preview it in the lower half of the window. • In search results. If you do not have Flash installed. 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.Salesforce. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. • In search results. You can re-upload the slide if you want the thumbnail to be visible. version 9. 3. You can publish the presentation to a public workspace or keep it in your personal content area. The following options help you assemble your presentation: • In search results. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. 2. or you can browse all slides published into your workspaces. Salesforce. or modify a presentation. • To create a new presentation. In this case. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. but you can click on them to see the preview in the lower half of the window. training & CertifiCation . • To modify a presentation and save it as a new version. hover over a slide and click the presentation icon ( that use that slide. 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.com Certified administrator – Study guide (Summer ‘10) When you publish a PowerPoint file. To refine your results.

As you type a tag. 94105 United States 1-800-NO-SOFTWARE www. choose that author from the drop-down list. f. choose Save in my personal workspace.com owns other registered and unregistered trademarks.com and the “no software” logo are registered trademarks of salesforce. All rights reserved.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. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco.. The Language drop-down list is displayed if multi-language support is enabled. When you select a tag it turns green. You can then view the content details page.com. Click a tag to add it to the Tags field automatically. When you are done assembling your presentation. click Save. If users restrict their content searches to a particular language. ë If your administrator assigned the guided tagging rule. 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. choose one from the drop-down list. d. Salesforce CRM Content associates your content with your personal language setting.4. g. or publish another file. The case of the original tag is always used. CA. Optionally. If you do not want the presentation to be visible to other users in your organization. If you are modifying the presentation. b.salesforce. Optionally. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. inc. The content type determines which custom fields appear for you to categorize and define your content. assign or change the presentation’s name. If you do not choose a language. you must choose from the list of ë You can’t change or delete tag names. To publish the content on behalf of another author. c. for example if your work is still in progress. Sg_Certifiedadmin_Summer10_2010-06-28 . salesforce. inc. Select a workspace. You can’t have two tags with the same name even if they use different upper and lowercase letters. and salesforce. Other names used herein may be trademarks of their respective owners. suggested tags. but that doesn’t ë Tags are case insensitive. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. e. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. Salesforce.com. Click a suggested tag to add it to the Tags field automatically. In the Save or Publish Content dialog: a. you can enter tags in the Tags field. Tag your content. add or modify the presentation’s description. tags or enter a new tag. complete the Reason for Change field. h. If multiple content types are available. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. Click Publish. only content associated with that language is displayed in the search result set. delete the tag. return to the Workspaces tab. choose a language. 5. You can remove tags from a document.

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