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com Certified Administrator
training & CertifiCation
Salesforce.com Certified administrator – Study guide ( Winter ‘11)
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................13 Custom field types .........................................................................................................................................14 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................23 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................30 Defining Custom report types ..................................................................................................................30 Updating Campaign History .......................................................................................................................32 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................35 What is the automated Case User used for?.........................................................................................35 Categorizing Solutions ..................................................................................................................................35 Creating Custom object tabs .....................................................................................................................36 Creating events .................................................................................................................................................37 organization-Wide Default Sharing rule for Calendar access ......................................................40 Creating Custom List Views .........................................................................................................................41 enabling territory Management................................................................................................................45 google adWords ..............................................................................................................................................45 Creating and Modifying Presentations in Salesforce CrM Content ............................................46
training & CertifiCation
Salesforce.com Certified administrator – Study guide ( Winter ‘11)
This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.
Purpose of this Study Guide
The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:
Audience Description: Salesforce.com Certified Administrator
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Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
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training & CertifiCation
Salesforce.com Certified administrator – Study guide ( Winter ‘11)
▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Configure/use dashboards and dashboard components Print and export reports; email and schedule reports and dashboard refresh Set up Marketing campaigns, campaign hierarchies, lead queues, assignment rules, and Web-to-lead and auto-response rules Configure campaign measurement, campaign influence, and lead conversion Set up Salesforce Console functionality and navigation Configure custom objects, applications, and tabs Install/uninstall packages from the AppExchange Manage tasks, events, public calendars, and multiday events Cases, case hierarchies, case queue, Web-to-case, and email-to-case Case escalation and auto-response rules and assignment rules Solutions and solution categories Self-service portal Client management, territory management, and advanced currency management setup Products and price books
The candidate should be able to describe the capabilities of:
The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended
About the Exam
Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training
The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
Salesforce.com Certified administrator – Study guide ( Winter ‘11)
Identity Confirmation (setting login restrictions)
Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application
Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security
training & CertifiCation
modify.com Certified administrator – Study guide ( Winter ‘11) Security & Access List the information captured on the User record Create and maintain User records explain the record owner concept Describe the elements of the Sharing model Describe the scope and capabilities of organization-Wide Defaults explain how access is granted through the role Hierarchy Set up organization-Wide Defaults Describe the use of roles Build a role Hierarchy assign users to roles Mass-transfer records from one user to another List the objects that may have Sharing rules Build Sharing rules Share records manually Describe the use cases of Public groups and where to use them Compare and contrast Sales with account teams List the places to use folders Describe how folder access differs from record access Create folders to organize and provide access to data 13% Workflow explain how Salesforce implements Workflow and when to use Salesforce Workflow List and describe use cases for the four Workflow actions explain the capabilities and settings of a Workflow rule Describe the differences between immediate and time-dependent Workflow actions Set up a Workflow rule and associated actions 5% Workflow Approval Processing Define the basics of the Workflow approval Process Compare and contrast the approval Processes versus Workflow List the differences between the Jump Start Wizard and the Standard approval Process Wizard explain how to route approvals Create.Salesforce. 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 .
Web-to-Lead. assignment rule.Salesforce.com Certified administrator – Study guide ( Winter ‘11) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue. and corresponding auto-response rule Measure Campaign results Describe the process and effects of converting a Lead 5% Service & Support Administration Define a Case Describe use cases for Case Hierarchies Describe how to use Case Queues to manage Cases Describe how to use a Case assignment rule to assign and route Cases Describe use cases for Web-to-Case Describe uses cases for email-to-Case Describe the functionality of the Case escalation rule Describe the functionality of the Case auto-response rule Describe the functionality of the Business Hours 5% training & CertifiCation 5 .
The following questions are representative of those on the Salesforce. Sample Exam Questions training & CertifiCation 6 . Applications. These questions are not designed to test your readiness to successfully complete the certification exam. 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. assignment rule.com Certified administrator – Study guide ( Winter ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. escalation rules. Web-to-Case. & 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.Salesforce. The actual exam questions may be more or less difficult than this set of questions.com Certified Administrator exam. but should be used to become familiar with the types of questions on the exam. including Business Hours. 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.
D.com Certified administrator – Study guide ( Winter ‘11) 1. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . D. F. C.) A. 3. What must an Administrator do to enable Advanced Currency Management for an organization? A. B. D. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. Purchase Unlimited Edition licenses Request a feature license from salesforce. Which profile is a standard Profile? (Select all that apply. What must end users do to see this change? A.) A. Nothing—they’ll see the application in Spanish immediately. B. B. Sales User Marketing User Invoice Manager Contract Manager 4.com Enable Customizable Forecasting Enable Multiple Currencies 6. An administrator changed the organization’s default language from English to Spanish. Who may be assigned a workflow task? (There are five correct answers. D. C. C. Refresh their browser. C. B. E. D. then log in again. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. C. B. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. C. D. Change their language personal preference to Spanish. 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.Salesforce.) A. B. Logout.
Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. or a desktop client such as Force. B. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. C. along with the associated exams. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. Force. In preparing for the Salesforce. training & CertifiCation 8 . you can set the hours when users can log in and the IP addresses from which they can log in. All certifications include access to new release content for subsequent releases. 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.com Connect for Outlook. If IP address restrictions are defined for the user’s profile. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. C Answers to Sample Exam Questions 6. or the Data Loader. A. the API. the login is allowed.com Certified administrator – Study guide ( Winter ‘11) Section 7. Force. 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.com Connect for Office. there is a maintenance fee of $100 to keep the certification current for the following year. D 1. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. B 5. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. Section 9-1. B. Force. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. If profile-based IP address restrictions aren’t set. When users log in to Salesforce. 2. F Section 8.com Connect for Lotus Notes. E. for 1 year. either via the user interface. A. you can set a list of IP address ranges from which they can log in.com Connect Offline. any login outside the specified hours is denied.Salesforce. C 3.com professionals will be notified automatically when new release content and exams become available. D 4. Salesforce CRM then checks whether the user’s profile has IP address restrictions. Organization-Wide Trusted IP Address List For all users. After 1 year. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. If login hour restrictions are specified for the user’s profile. Certified salesforce. Maintaining a Certification Section 9. D.com Certified Administrator exam. Salesforce CRM confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions.
For access via the API or a client. However. 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 single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. the login is allowed. Whenever a login is blocked or returns an API login fault. 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.Salesforce. then the user must enter mypasswordXXXXXXXXXX to log in. For more information on API login faults. For example. changes the password. if the security token is enabled for your organization. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. After 24 hours.com Web Services API Developer’s Guide. the user’s security token is automatically reset. see the Core Data Types Used in the API Calls topic in the Force. users must add their security token to the end of their password to log in. 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. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. Furthermore. the login is blocked. If single sign-on is enabled for your organization.com Certified administrator – Study guide ( Winter ‘11) • If the user’s login is from an IP address in your organization’s trusted IP address list. 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. Partner portal and customer portal users aren’t required to activate computers to log in. Tip: It’s recommended that you obtain your security token via the Salesforce UI from a trusted network prior to attempting to access Salesforce CRM from a new IP address. The email instructs the user to copy and paste an activation link into the browser to activate the computer for logging in to Salesforce CRM. if a user’s password is mypassword. and the security token is XXXXXXXXXX. or has the password reset. A security token is an automatically generated key from Salesforce CRM. When a user changes his/her password or resets the security token. 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. the activation link expires and users must repeat the activation process to log in. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. The security token is valid until a user resets the security token. as defined in your organization’s login lockout settings: ▪ ▪ Each time a user is prompted to click the Send Activation Link button Each time a user incorrectly adds his/her security token to the end of his/her password to log into the API or a client training & CertifiCation 9 . The 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 their profile has IP address restrictions set.
Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. change the display order if desired. to change which tabs display in each app. 3. the system ends the user’s session when the restricted hours begin. make sure you’ve exported any data related to fiscal periods. Section 9-2. Set the days and hours when users with this profile can use the system. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information.com Certified administrator – Study guide ( Winter ‘11) Setting Login Hours Permission Needed: “Manage Users” You can set the hours when users with a particular profile can use the system. To add or remove related lists. To change the order of the related lists. 4. By default. Select “None” for the start and end times to allow users to be logged in at any time. Section 9-3. Click Edit in the Login Hours related list. and click Save. you’ll see the tabs that are set for your profile. 2. To prohibit users from using the system on a specific day. select a related list title and click the Add or Remove arrow. if you have multiple apps. Select the dashboard to use and click Save. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. Click Save. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. set which related lists display on your detail pages. For all other tabs. Note: Before enabling custom fiscal years. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. Click Setup | Manage Users | Profiles and select a profile. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. For your Home tab. select a related list title in the Selected List box and click the Up or Down arrow. 6. Click Save when finished. 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. Add each tab you want to display. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. customize the dashboard snapshot that displays on the Home tab. 1. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. training & CertifiCation 10 . Select an object from the drop-down list and click Customize My Pages to customize your display. set the start and end times to the same value. 5.Salesforce. Note: If a user logs in before the restricted hours. 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.
where the content of a template can contain information from multiple records. Warning: Custom fiscal years cannot be disabled once enabled. Select Custom Fiscal Year. Optionally. Click Setup | Company Profile | Fiscal Year. click OK. Visualforce email templates allow for advanced merging with a recipient’s data. Click Enable Custom Fiscal Years. Actual b. Visualforce – Administrators and developers can create templates using Visualforce. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. 5. and other date-sensitive material. 3. click Cancel. training & CertifiCation 11 . See “Creating Visualforce Email Templates. If you understand the effects of enabling custom fiscal years and you’ve exported all your data.Salesforce. You must either know HTML or obtain the HTML code to insert in your email template. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. forecasts. generate weekly export data. define your fiscal year. Enabling custom fiscal years impacts your reports. 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.com Certified administrator – Study guide ( Winter ‘11) To enable custom fiscal years: 1. 4. Back up your current data. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. 4. quotas. Section 9-4. If you aren’t certain you want to enable custom fiscal years. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. and attached files. Do not enable custom fiscal years unless you understand and are prepared for all the implications. This change will affect opportunities and forecasts organization-wide. Once you’ve enabled custom fiscal years.” All these email templates can include text. 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. a. 6. merge fields. 2. Text – All users can create or change text email templates. 3. 2.
choose an option from the File Location drop-down list to select a file from your computer or from a document folder. If you select an image logo or other graphic file.com recommends that you leave the text-only version blank. Salesforce CRM automatically creates the text-only content based on the current HTML version. You can also send an email preview. see “Cloning Email Templates. • Click Edit Text Version to change the content or merge fields of the text-only version. If you have permission to manage public email templates. Initially. The attached file is included in every email that uses the template. the author is the person who created the email template. Note: Salesforce. If you leave the text-only version blank. edits to the HTML version are not reflected in the text-only version. see “Understanding Dependencies. click Setup | Communication Templates | Email Templates. or merge fields. • Click Preview to view a sample of the template markup populated with data from your records. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. When you leave the text-only version blank.” If “Developer Mode” is enabled. ▪ Click Attach File from the Attachments related list to add an attachment to the template. click Setup | Email | My Templates. subject. click Edit to change the message content. Click Clone to clone a template. For more information. the text-only version is automatically generated when you edit the HTML version. If you choose not to leave the text-only version blank and instead manually create a text-only version. For more information.Salesforce. Email templates used in the following features must be both public and active: ▪ ▪ ▪ ▪ ▪ ▪ ▪ Web-to-Lead Web-to-Case Email-to-Case or On-Demand Email-to-Case Assignment rules Escalation rules For text templates. For Visualforce templates: • Click Edit Template to change the markup of the template page. • Alternatively. Click Delete to remove the template.” 12 ▪ ▪ ▪ ▪ training & CertifiCation . If you have the “Manage Public Templates” permission.com Certified administrator – Study guide ( Winter ‘11) To manage your personal email templates. you can click [Change] next to the Author field to select a different author. click Show Dependencies to see what components the template references. From any Email Templates page: ▪ The Visualforce Attachments related list indicates which attachments are being generated through Visualforce markup. To select a file: • Click the Search in Documents link to search for files in the Documents tab. Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version.
com Connect Offline. the Salesforce CRM partner portal. Person accounts are account records to which a special kind of record type has been assigned. lead processes. and solution processes: opportunity Stage.Salesforce. Record types can be used in various ways. search results. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. reports. support processes.com Certified administrator – Study guide ( Winter ‘11) Section 9-5. picklist values. Lead Status. You cannot delete all the record types for an object if the object is referenced in an Apex Code script. the Salesforce CRM customer portal. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. Force. custom links. Unlimited. email and mail merge templates. Important: The following user permissions override field-level security: ▪ ▪ “Modify All Data” “View All Data” 13 training & CertifiCation . These record types are called person account record types. Person account record types allow contact fields to be available on the account and allow the account to be used in many situations as if it were a contact. and solution Status. You cannot deactivate a record type if it is in use by an email routing address for Email-to-Case or OnDemand Email-to-Case. if a field is required in the page layout and read only in the field-level security settings. available in: Enterprise. the field-level security overrides the page layout and the field will be read only for the user. You can change the name of this record type. list views. Setting Field-Level Security ▪ ▪ Section 9-6. and when synchronizing data or importing personal data. and offer different picklist values for each. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. 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. Managing Record Types available in: Enterprise. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. Unlimited. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. The most restrictive field access settings of the two always apply. and you can create additional person account record types. For example. case Status. and page layouts to different users based on their profiles. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access.
They also may be visible to users even though they reference fields your users can’t see. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. Universally required fields always display on edit pages regardless of field-level security. To define field-level security: 1. click a tab or activity link. allows users to check a box. and in the key lists on tab home pages. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. Note: These field access settings apply throughout Salesforce CRM.Salesforce. Section 9-7. and then click Edit. This process reduces the number of page layouts for you to maintain. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. Set the fields that display in search results. in lookup dialog search results. After setting field-level security for users based on their profiles. use “true” for checked values and “false” for unchecked values. Click Save. When using a checkbox field for a report or list view filter. ë In the Field-Level Security section. Field types not listed in custom field types may appear if your organization installed a package from the AppExchange that uses those custom field types. ë Click Set Field-Level Security. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. Custom Field Types The first step in creating a custom field is choosing the type of the field. and then click Fields. read only. hidden. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. training & CertifiCation 14 . 2. Below is a description of each custom field type. Verify users’ access to fields by checking the field accessibility grid. click View next to the tab you want to modify. ë Select the field you want to modify.com Certified administrator – Study guide ( Winter ‘11) ▪ “View Encrypted Data” You can define field-level security from a profile or from a particular field. The settings also override any lessrestrictive field access settings on the page layouts. 3. Specify whether the fields should be visible. indicating a true or false attribute of a record. Tip: Use field-level security as the way to restrict users’ access to fields. ▪ ▪ Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. then use page layouts primarily to organize detail and edit pages within tabs. the maximum length of any auto-number field is 30 characters. 20 of which are reserved for prefix or suffix text. ë Select a profile to change the field access for users with that profile. or editable (visible without read only) for users based on their profile. you can: ▪ Create page layouts to organize the fields on detail and edit pages.
custom phone fields are displayed with the button. See entering Phone numbers. for example. you can limit the data by specific dates and times using any custom date field. Values lose precision after 15 decimal places.com Certified administrator – Study guide ( Winter ‘11) Field Type Currency Description allows users to enter a currency amount. allowing click-to-dial functionality. and the lookup field is not required in the page layout. lookup relationship fields from campaign members to other objects are available. which is validated to ensure proper format. and does not run any force. Master-detail relationships cannot be used with campaign members. workflow rules.34. in reports. or custom objects. Picklist allows users to select a value from a list you define. validation rules.com (apex) triggers. Number allows users to enter any number. Lookup relationship fields are not available in Personal edition. you can create a custom hierarchical relationship field to store each user’s direct manager.345 becomes −12. for more information on relationships. salesforce. a lookup relationship has no effect on record deletion or security.5 becomes −24. you can limit the data by specific dates using any custom date field. a runtime error occurs. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. Values lose precision after 15 decimal places. and −23. Salesforce. if a lookup field references a record that is deleted. allows users to automatically calculate values based on other values or fields such as merge fields. Creates a relationship between two records so you can associate them with each other. Note: if you are using the Service Cloud’s call center. and you add a percent sign to the number. the time of day includes aM or PM notation. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. See Building formulas and operators and functions.35 and −12. training & CertifiCation 15 .com rounds numbers referenced in merge fields according to the user’s locale. Lookup Relationship Master-Detail Relationship Creates a relationship between records where the master record controls certain behaviors of the detail record such as record deletion and security. the system automatically formats the field as a currency amount.35 and −12. Percent allows users to enter a percentage number. for example. note that you can’t use custom email addresses for mass emails. Consequently.com uses the round half up tie-breaking rule for number fields. for example. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. see overview of relationships.com automatically formats it as a phone number. you can then display a related list to show all of the records that are linked to it.com uses the round half even tie-breaking rule for currency fields.Salesforce. this is treated as a real number and any leading zeros are removed.345 becomes 12. for example. for example.5 becomes 22. users can choose the address when clicking Send an email. the system automatically adds the percent sign to the number.34. available for custom objects only. for example. Note: Salesforce.345 becomes 12. Note: Salesforce. see overview of relationships. if this field is specified for contacts or leads. on the associated record.com sets the lookup field to null.5 becomes −22.com recommends that you do not use a custom phone field for fax numbers.5 becomes 24. Phone allows users to enter any phone number. this can be useful if you export data to excel or another spreadsheet. standard objects. they can also add the current date and time by clicking the date and time link next to the field. Note: if the decimal value is greater than 15.com uses the round half up tie-breaking rule for numbers in formula fields. however. for more information on relationships. although you can create a master-detail relationship field on a custom object that links to a standard object. You can create lookup relationship fields that link to users. or roll-up summary fields. Date Date/Time allows users to enter a date or pick a date from a popup calendar.345 becomes −12. not the number of decimal of spaces specified in the number field configuration.Salesforce. Salesforce. 23. in reports. ‘10’. Note: Salesforce. 12. −22. 22. Lookup relationship fields to campaign members are not available. 12. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. allows users to enter a date or pick a date from a popup calendar and enter a time of day. allows users to enter an email address.
a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. and Developer editions User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. that is. any length from 256 to 32. allows users to enter any combination of letters. up to 255 characters.com Certified administrator – Study guide ( Winter ‘11) Field Type Picklist (Multiselect) Roll-Up Summary Description allows users to select more than one picklist value from a list you define. to enable encrypted fields for your organization. the information from the standard lead fields is inserted into standard account. Professional. strike-out. You can set the length of this field type to a lower limit. ë You can map fields of type Text or Text Area to long text area fields. users can format the field content and add images and hyperlinks.000 character limit.000 characters. Unlimited. automatically displays the record count of related records or calculates the sum. contact. bold. or symbols that are stored in encrypted form. allows users to enter up to 255 characters of any valid website address. underline. jpeg and png file types are supported. numbers. the maximum field size is 32. You can set a maximum length of up to 175 characters. these 2 characters count toward the 32. However. or symbols.000 characters is allowed. Enterprise. Mapping Custom Lead Fields available in: Group. allows users to enter up to 255 characters that display on separate lines similar to a Description field. note that only the first 50 characters are displayed on the record detail pages. • Remember to map custom lead fields to other custom fields of the same data type. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. and opportunity fields.com. inclusive of all the formatting and HtML tags. modify alignment. To specify the mapping for custom lead fields: 1. If your organization has custom lead fields. or maximum value of related records. contact. 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. upload or link to an image. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. for example.000 characters that display on separate lines similar to a Description field. this data type is not available for activities or products on opportunities. There are some exceptions: ë You can map between text and picklist fields. the UrL will open in a separate browser window. and outdent. or opportunity field into which you want the information inserted when you convert a lead. When users click on the field. You can set a maximum length. allows users to enter any combination of letters. for more information. or opportunity fields. see Using rich text area fields. you can specify how you want that custom information converted into custom account. indent. note that every time you press Enter within a long text area field.Salesforce. add a numbered or non-numbered list. if desired. only gif. choose a custom account. training & CertifiCation 16 . italicize. numbers. With the use of a toolbar. Select Setup | Customize | Leads | Fields | Map Lead Fields. For each custom lead field. contact salesforce. the toolbar allows the user to undo. the maximum size for uploaded images is 1MB. redo. a line break and a return character are added to the text. contact. these fields display each value separated by a semicolon. minimum. Click Save. add a hyperlink. allows users to enter up to 32. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8.
Currency. and release communications. Salesforce. ë Do not map custom formula fields to other formula fields or any other type of field. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. if your lead currency field has a length of 3 and 2 decimal places. contact.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. Note: If you change the data type of any custom field used for lead conversion. Cases. that lead field mapping will be deleted. Contacts. If you’re ready to move ahead with this feature. Products. or percent fields of exactly the same length and decimal places. please follow the instructions at the end of this message. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. and opportunity. object. Assets. 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. or Picklist.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. Contracts. 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. Leads. ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. Opportunities. Text Area. In other words.com Certified administrator – Study guide ( Winter ‘11) ë You can map auto-number fields to fields of type Text. ë Roll-up summary fields are not available for mapping lead fields of converted leads. Please review the information below in detail. will automatically reflect the new terminology you define.Salesforce. Note: You cannot rename the Forecasts tab. especially in the areas of help. including Personal Setup pages. For example. Partners. Documents. and Solutions. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. map it to another custom currency field with a length of 3 and 2 decimal places. currency. training. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. or Percent to other number.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. You will need to rename each tab manually. Price Books. training & CertifiCation 17 .com disable this feature): Renaming salesforce. Campaigns. all references to “accounts” will be changed automatically to “companies. support. Section 9-9. and field names show up within the application? All Salesforce CRM pages accessible by your end users. Where will the new tab. if you rename Accounts to Companies. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. • Remember to map custom lead fields of type Number. For example.
and other pages where the entire name does not fit. record types. Salesforce. opt in to receive administrator-targeted promotional emails from salesforce. the name of the call center to which this user is assigned. Some fields are only displayed to administrators when creating or editing users. this field is not available if your organization has disabled your choice to receive emails from salesforce. User who created the user. Section 9-10. including creation date and time. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. and communication templates. Shown only in organizations using multiple currencies.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. Up to 255 characters are allowed in this field. available only for organizations that use multiple currencies. Country portion of the user’s address. Short name to identify a user on list pages. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. name of the associated contact if the user is a partner user. indicates whether an aPi token has ever been reset. If your organization renames tab and object names. training & CertifiCation 18 .Salesforce.com. your users will first see a new overview page when they click on our online help links. indicates whether the user is allowed to use customizable forecasting. For example. Field Accessibility Mode Active Address Admin newsletter Alias Allow Forecasting Api Token Call Center City Company Contact Country Created By Currency Default Currency ISO Code Description Checkbox that enables or disables a user interface mode designed for visually impaired users.” you’ll have to change it to “Company Health Check” to reflect your new terminology. Up to 40 characters are allowed in this field. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. (read only) User’s default currency for quotas. 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. This list includes but is not limited to custom fields. and reports. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. administrative checkbox that enables or disables user login to the service. reports. Up to 8 characters are allowed in this field. User Fields The available fields vary according to which Salesforce CRM edition you have. reports. User’s default currency setting for new records. page layouts. City portion of the user’s address. views. this must be one of the active currencies for the organization. Up to 40 characters are allowed in this field. Note: This functionality does not apply to context-specific help links within administrator setup pages or to the Help & Training link on the top right of every page. if you already have a custom email template titled “Account Health Check. In addition. Up to 40 characters are allowed in this field. Street address for a user.com Certified administrator – Study guide ( Winter ‘11) ▪ Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually.com. forecasts. Company name where the user works. you can also create your own online help and user documentation. however.
fax number for a user. whereas in the english (United Kingdom) locale. as displayed on the user edit page. the locale is set at the organization level via Setup | Company Profile | Company Information. Up to 80 characters are allowed in this field. as displayed on the user edit page. preventing you from selecting a user who directly or indirectly reports to himself/herself. their personal locale. Up to 80 characters are allowed in this field. for example. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Last Name User License Locale Date of last login.com Certified administrator – Study guide ( Winter ‘11) Field Default Division Description Division that is applied. PC Sales group. for example. Up to 40 characters are allowed in this field. Character set and encoding for outbound email sent by a user from within Salesforce. Bob Johnson in the english (United States) locale displays as Bob Johnson. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. a user’s individual Language setting overrides the organization’s Default Language. Depending on the approval process settings. and contacts. this setting does not restrict the user from viewing or creating records in other divisions. the primary language for the user. available only in organizations that use divisions to segment their data. Used to define the times that display in the user’s calendar. UTF-8 (Unicode) represents all characters for all the world’s languages. available at Setup | My Personal Information | Personal Information. 14:00). by default. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. Note: Unlike other hierarchy fields. When users create records related to an account or other record that already has a division. the new record is assigned to the existing record’s division. such as Customer Support.Salesforce. in organizations using Professional. Country or geographic region in which user is located.com. this field establishes a hierarchical relationship. this user can also approve approval requests for users. email address of a user. Users can change their division at any time. ISO8859-1 represents all Latin characters and should be used by english-speaking users. and number fields. to all new accounts and leads created by the user. available only for organizations that use multiple currencies. Manager Lookup field used to select the user’s manager. the Locale setting also affects the first and last name order on Name fields for users. enterprise. Up to 80 characters are allowed in this field. training & CertifiCation 19 . for all other users. they display using a 24-hour clock (for example. the default division is not used. and Unlimited edition. the Locale setting affects the format of date. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. not available in Personal edition or group edition. first name of a user. date/time. the default currency for all currency amount fields in the user record. the value used to identify a user for federated authentication single sign-on. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. EUC-JP. Company division to which user belongs. Up to 40 characters are allowed in this field. unless he or she explicitly sets a different division. group that user works for. overrides the organization setting. Shift_JIS. identifying number for a user. this field is only visible to organizations that have Visualforce enabled. enables development mode for creating and editing Visualforce pages. but is not supported by some older email software. and ISO-2022-JP are useful for Japanese users. Must be a valid email address in the form: jsmith@acme. the organization’s Display Language applies to all users. (read only) Last name of a user. leads. all text and online help is displayed in this language. indicates the type of user license. whereas the Chinese (China) locale displays the name as Johnson Bob. for example. for Personal and group edition users. Salesforce CrM lets you inactivate users who are referenced in the Manager field. time of day a user generally stops working. 2:00 PM).
disable the checkbox for all your users. workspaces. if no mobile configuration is specified. enterprise. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. Mobile Configuration the mobile configuration assigned to the user. administrative field that defines the user’s login. amount of disk storage space the user is using. Up to 40 characters are allowed in this field. including modification date and time. or authors. available in enterprise and Unlimited editions only. administrative checkbox that indicates whether a user has access to use force. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. time of day a user generally starts working.com. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. tags. edit. not available in Personal edition or group edition. to receive email.Salesforce.com offline. this field defaults to the mobile configuration assigned to the user’s profile. (read only) Combined first and last name of a user. roles are selected from a picklist of available roles. 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. Used to define the times that display in the user’s calendar. Listing of custom links for users as set up by your administrator. tags. Up to 80 characters are allowed in this field. Zip code or postal code portion of a user’s address.com Certified administrator – Study guide ( Winter ‘11) Field Marketing User Description Checkbox that indicates whether a user has access to create. the user must also select the Receive Salesforce Content Email Alerts checkbox.com. which can be changed by an administrator. Checkbox that specifies if the user was created via self-registration to a customer portal. Up to 80 characters are allowed in this field. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. and Unlimited editions only. Users in arizona should select the setting with “america/Phoenix. Phone number of a user. User who last changed the user fields. Up to 20 characters are allowed in this field. this field is not available if your organization has disabled your choice to receive emails from salesforce. or authors. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. Up to 20 characters are allowed in this field. Mobile Mobile User Cellular or mobile phone number. administrative field that specifies the position of a user within an organization.” Modified By Name Newsletter Offline User Phone Self-Registered via Customer Portal Profile Receive Salesforce Content Daily Digest Receive Salesforce Content Email Alerts Role Salesforce Content User Send Apex Warning Emails Start of day State/Province Time Zone Title Used Space Custom Links Username Zip/Postal Code Job title of a user. if selected. administrative field that defines a user’s permission to perform different functions within the application. granting the user access to Salesforce CrM’s mobile capabilities. allocates one Salesforce CrM mobile license to the user. to use the campaign import wizards. if selected. Marketing Users must also have the Marketing User profile (or the “import Leads” permission and the “edit” permission on campaigns in organizations using enterprise and Unlimited editions). and delete campaigns and configure advanced campaign setup.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. opt in to receive user-targeted promotional emails from salesforce. workspaces. Up to 40 characters are allowed in this field. such as Western region Support Manager. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. to receive real-time email alerts. if selected. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. training & CertifiCation 20 . as displayed on the user detail page. State or province portion of a user’s address. available in Developer. Primary time zone in which a user works. the Mobile User checkbox is enabled by default for Unlimited edition users.
. Click Transfer. some associated items that are owned by the current record owner are also transferred to the new owner. Unlimited. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. 2. fill in the name of new record owner. 8.” 9. 3. 6. 10. 5. Select the checkbox next to each record you want to transfer.. 11. closed opportunities owned by other users aren’t changed. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. fill in the name of the existing record owner in the Transfer from field. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. For example. When transferring accounts. Transfer of Associated Items When you change record ownership. select the Change division. 4. 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. In the Transfer to field. Professional. Deselect this checkbox if you want to remove the existing account team associated with the account. Click the link for the type of record to transfer.. training & CertifiCation 21 .Salesforce. 7. For leads.. This option applies only to closed opportunities owned by the account owner. Note: Mass transfers do not trigger workflow rules. For leads. checkbox to set the division of all transferred records to the new owner’s default division..com Certified administrator – Study guide ( Winter ‘11) Section 9-11. Transferring Records available in: Group. check the box in the column header to select all currently displayed items. Choose Setup | Data Management | Mass Transfer Records. you can: • Select the Transfer open opportunities. Choose Find to look for records that match. you can transfer from users or queues. you could search accounts in California by specifying “Billing State/Province equals CA. Optionally. • 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. • Select the Transfer open cases. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. Optionally. you can transfer to users or queues. • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. If your organization uses divisions. Enterprise. Fill in search conditions that the records you’re transferring must match.
Use the Up and Down arrows to change the order of the fields on your form. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. open activities. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. all previous access given by manual sharing. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. open activities are not transferred. Enterprise. When transferring leads to a queue. 3. sharing rules. Leads Access to Transferred Items When transferring accounts and their related data in Professional. Enterprise. • Be sure to select the Campaign field (and optionally. or sales teams is removed. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. Any relevant sharing rules are then applied to the data based on the new owners. and optionally. attachments. notes. Unlimited. open activities.Salesforce. Leave this option blank if you don’t wish to send emails when no response rules apply. Unlimited. To create and generate a Web-to-Lead form. 4. Section 9-12. Click Setup | Customize | Leads | Web-to-Lead. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. 2. training & CertifiCation 22 . To select the fields to include on your Web-to-Lead form. 5. Click Save.com Certified administrator – Study guide ( Winter ‘11) Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). add the Lead Currency field if you add any currency amount fields. the default response template is used when no response rules apply. if you set up response rules to use different email templates based on the information submitted. otherwise. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. open opportunities owned by the current account owner. and Developer Editions. Setting Up Web-to-Lead available in: Group. Professional. • For organizations using multiple currencies. this template must be marked as “available for Use. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. all amounts will be captured in your corporate currency. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. 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. click Create Web-to-Lead Form.” Note: auto-response rules are not available in group edition. closed opportunities and open opportunities owned by other users.
Customer Support is notified of the problem so we can help you correct it. select the language for the form labels displayed on your Web-to-Lead form. Also. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. 8. 9. For Web leads that are generated as part of a campaign. This URL could be a “thank you” page or your company’s home page. 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 you want to test the Web-to-Lead form. Users can select the My Unread Leads list view to quickly locate all their new leads. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. which is needed to export data. and click Generate. add the line <input type=”hidden” name=”debug” value=”1”> to your code.” and are changed to “Read” only when the lead owner views or edits that lead. 7. 6. Don’t forget to remove it before releasing the Web-to-Lead page to your Web site.com Certified administrator – Study guide ( Winter ‘11) • For organizations using record types on leads. The source of your Web-to-Lead form is always in your personal language. 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. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your Web site. All leads generated from your Web site are initially marked with the “default status” specified by the Lead Status picklist. Specify the complete URL to which users should be directed after they submit their information.com. contact salesforce. You can export all your organization’s data into a set of comma-separated values files. 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. 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. In addition. Section 9-13. This line redirects you to a debugging page when you submit the form. if a new lead cannot be generated due to errors in your Web-to-Lead setup. Exporting Backup Data available in: Enterprise. the Default Lead Creator (specified in the Webto-Lead setup) will receive an email containing the additional lead information. If your organization exceeds its daily Web-to-Lead limit. If your organization uses the translation workbench or has renamed tabs. Note: The format for date and currency fields captured online is taken from your organization’s default settings.Salesforce. Default Locale and Currency Locale. To sign up for the Data Export Service. training & CertifiCation 23 . Click Finished. all new leads are marked as “Unread.
3. If you’re running the export now. you can include all data in your export file. after that. person account records are included in the contact data.Salesforce. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. training & CertifiCation 24 .com Certified administrator – Study guide ( Winter ‘11) If your organization is configured for data export.. Depending on the encoding selected. Select the types of data to include in your export. and emails you when the file is ready. 7. click Start Export. zips them into one archive. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. Salesforce CRM may require users to pass a user verification test to export data from their organization. 6. • If your organization uses divisions. the contact data only includes the fields shared by contacts and person accounts. all account fields are included in the account data. • If your organization uses person accounts and you’re exporting accounts. Note the following: • Formula and roll-up summary fields are always excluded from exports. If you scheduled the export. This simple. 1. • If your organization uses person accounts and you’re exporting contacts. Note that the words entered into the text box field must be separated by a space. If you’re scheduling your export. you may have to make adjustments to the export file before viewing it. and time of day for your scheduled export. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. Note: For security purposes. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. start and end dates. 4. Also. indicate who should be notified by email when the backup files are ready. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. However. This option is only available if a week has passed since your last export. 2.. rather than the position of the columns. text-entry test helps prevent malicious programs from accessing your organization’s data. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. click Save. Select the desired encoding for your export file. data from all divisions is included in the export.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. If desired. as opposed to an automated program. has correctly entered the text into the overlay. The Export Now option prepares your files for export immediately. This functionality may be useful if you plan to use your export files for importing or other integrations. select the frequency. Select Include attachments. To pass the test. 5. You have 48 hours to download the zip file from this page. if you want your export data to include attachments. Salesforce CRM creates CSV files of your data. Click Setup | Data Management | Data Export and Export Now or Schedule Export. it will be deleted.
the notification displays text that includes a link to the dashboard in Salesforce CRM. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. 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. Section 9-15. The user in the Running User field determines the dashboard’s level of access to data. Enterprise.. to send an email that includes the refreshed dashboard to additional users. giving all users who can view the dashboard access to data they might not be able to see otherwise. This functionality bypasses all security settings. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. select a dashboard from the View Dashboard drop-down list. the refresh automatically stops. Unlimited. 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. training & CertifiCation 25 . Click Refresh and choose Schedule Refresh. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. field at the top right corner of the dashboard. users view the most current data. 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.. after a refresh completes. 2.com Certified administrator – Study guide ( Winter ‘11) Section 9-14... Refreshing Dashboard Data available in: Group. In email applications that do not support HTML... a Refreshing Dashboard field displays at the top right corner of the dashboard. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. Click Refresh to replenish your dashboard with the most recent data. you can send an email notification to yourself and other users that includes the dashboard in HTML format.Salesforce. from the drop-down button. Furthermore. click Refresh again. If necessary. Users can view the dashboard after they log in. When dashboard data is refreshing. When you refresh a dashboard. 3. Professional. To schedule a dashboard refresh: 1. On the Dashboards tab. weekly. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. • Click Others. If your dashboard data does not refresh after 10 minutes.
. 3. 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. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. Click Refresh and choose Schedule Refresh. click the Find available options. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. then the dashboard will only refresh on months that have 31 days. • In the Start and End fields. or Monthly fields. and you schedule a dashboard to refresh every day at 2:00 PM. Schedule the dashboard refresh: • In the Frequency field. To view the All Scheduled Jobs page. 2. Weekly. 5. 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. the dashboard ▪ ▪ training & CertifiCation 26 . 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. 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. 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. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. link to choose a preferred start time for the dashboard refresh. If you want a dashboard to refresh on the last day of every month.Salesforce. • In the Preferred Start Time drop-down list. Dashboards refresh in the time zone of the user who schedules the refresh. To delete a scheduled dashboard refresh: 1.. if the Time Zone field on your user record is set to Pacific Standard Time. For example. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. Click Delete. Click Del to permanently delete all instances of the scheduled dashboard refresh. When you click the Daily. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. select the frequency at which the dashboard refreshes.. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. click Setup | Monitoring | Scheduled Jobs. For example. if you select 2:00 PM as your preferred start time. For example. If you schedule a dashboard to refresh on a specific day of every month. more options display that allow you to refine the frequency criteria. Tip: Optionally. Click Save to schedule the dashboard refresh. from the drop-down button.com Certified administrator – Study guide ( Winter ‘11) 4. choose “last” from the On day of every month drop-down list..
After users receive dashboard refresh notifications in their email clients. Standard User. edit. users must click the name of the first column on the table or the metric label. Solution Manager. Dashboard components that include S-controls may not display in dashboard refresh notifications. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. edit. save. Marketing User. run. the dashboard must be in a public folder with access granted to others. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. Contract Manager administrator. and opportunities Profiles administrator. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. and delete reports. and edit contracts install or uninstall appexchange packages from the appexchange training & CertifiCation 27 . contacts. Contract Manager administrator administrator administrator administrator Create and Customize Reports View the reports tab. activate. Other users cannot access dashboards in your personal folders. Users must log in to Salesforce CRM to view S-control data displayed in real time. Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. To view the report that a table or metric dashboard component represents. Contract Manager administrator. Contract Manager administrator.com Certified administrator – Study guide ( Winter ‘11) ▪ may refresh any time between 2:00 PM and 2:59 PM. To send a dashboard refresh notification to other users. General Permissions The following table shows the general permissions associated with each standard profile. Marketing User. and delete contracts apply an approved status to a contract Convert leads into accounts. read only. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. Create. In HTML-formatted dashboard refresh notifications. create. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. Standard User.Salesforce. create. General User Permissions Permission Name Activate Contracts Approve Contracts Convert Leads Functions Controlled Change contract status to activate. 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. Solution Manager. depending on how many other dashboards are scheduled to refresh at that time.
Contract Manager administrator. Marketing User. Solution Manager. Marketing User. Contract Manager administrator. edit. edit. Standard User. Contract Manager administrator. Solution Manager. and delete workspace permissions in Salesforce CrM Content Create. Set up email-to-Case. When you convert to customizable forecasts. this permission is only available for customizable forecasts. Contract Manager administrator. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Standard User. edit the Support Settings. Standard User. Standard User. and delete tasks Export Reports Use the Export Details to Excel and Printable View links to export reports to excel Import Leads Import Personal Contacts import leads and update campaign history using import wizards import personal accounts and contacts Import Solutions Mange Analytic Snapshots import solutions for the organization Set up and schedule analytic snapshots to run (also requires the “Schedule Dashboards.”“run reports. Marketing User. Solution Manager. Solution Manager. Standard User. edit. Marketing User. Standard User. Contract Manager administrator. Solution Manager administrator Edit Forecasts Create. Marketing User. Marketing User. Categorize solutions Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. Contract Manager administrator. Solution Manager training & CertifiCation 28 . such as mass transfer of cases Create. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. edit. Marketing User administrator.Salesforce. Solution Manager. edit. edit. Standard User. and delete solutions that are accessible to the public on your self-service portal or Web site. Marketing User. Solution Manager.” and “View Setup and Configuration” permissions) Set support business hours. Solution Manager. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Solution Manager. Perform actions on multiple cases in a list view. Standard User. Marketing User. edit. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. this permission is not available for customizable forecasts. Contract Manager administrator. and delete events Profiles administrator.com Certified administrator – Study guide ( Winter ‘11) Permission Name Edit Events Functions Controlled Create. and delete forecasts. Contract Manager administrator. and delete custom fields in Salesforce CrM Content Create.
com offline Run Reports View the reports tab.com Certified administrator – Study guide ( Winter ‘11) Permission Name Manage Self-Service Portal Functions Controlled Set up and maintain Self-Service settings (also requires the “Customize application” permission to modify Self-Service page layouts and delete your organization’s Self-Closed Case Status value). Standard User. Solution Manager. Standard Platform one app User administrator. Mass transfer leads via the Mass transfer feature. the “Show Customer Sidebar on all Pages” permission is not available. Contract Manager administrator. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Standard User. Standard User. Standard User. Standard Platform User. read only. run Self-Service reports Create and edit territories. Contract Manager administrator. Products show in Offline Specify if products and price books are available in force. displays your custom sidebar on all pages in Salesforce CrM. Solution Manager. Contract Manager. Solution Manager. Marketing User. instead of the Salesforce user database Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none training & CertifiCation 29 . Standard User. Standard User. Contract Manager none Mass Email Send bulk emails to contacts and leads. add and remove users from territories. Marketing User. Solution Manager. Create and edit account assignment rules.Salesforce. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. this permission is only available for customizable forecasts. Standard User. View dashboards based on reports Send Email Send email to a single contact or lead. Contract Manager administrator. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator Manage Territories administrator Mass Edit from Lists administrator. Marketing User. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Marketing User. Solution Manager. 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. read only. run reports. Marketing User. Solution Manager. Contract Manager administrator. Contract Manager administrator. Solution Manager. Marketing User. Manually assign accounts to territories. Marketing User.
and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. That user will not be able to view the Contacts tab when selecting the custom app that contains it. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. Search Fields The types of records you can search vary according to which edition you have. The column lists fields searched in both the Sidebar Search and Advanced Search. users with that profile will not see that type of data anywhere. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. edit. this permission is only available for customizable forecasts.com Certified administrator – Study guide ( Winter ‘11) Permission Name View All Forecasts Functions Controlled View any user’s forecast regardless of the forecast role hierarchy. including: Tab will not be visible Fields of that type will not be visible on other tabs Related lists of that type will not be visible on other tabs Search results will not return records of that type Report data for records of that type will not be available Merge fields of that type will not be available Custom links of that type will not be visible The only exception is within the setup area.Salesforce. 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. Enterprise. and delete records Note: If you remove the “Read” permission from a profile. Once you have defined a custom report type. object relationships. For example. Defining Custom Report Types available in: Professional. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. Unlimited. You can search for information within any of the fields listed below. training & CertifiCation 30 . When you convert to customizable forecasts. Profiles administrator Standard Object Permissions For each type of data. users can create custom reports from it. and fields. Section 9-17.
Enter a name for your custom report type in the Report Type Name field. If you want to change the primary object. For example. 7. 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. Making the status “In Development” also prevents all users except those with the “Manage Custom Report Types” permission from creating and running reports from the report type. custom report types associated with custom objects in the Deleted Custom Objects list count against the maximum number of custom report types you can create. • The primary object you choose determines the views available to users creating or running reports from your custom report type. 3. In addition. • Choose “Deployed” as the Deployment Status when you want to allow users to create and run reports from the custom report type. 6. 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. From the Primary Object drop-down list. 2. The name must be unique so that it can be distinguished from other custom report types in your organization.com Certified administrator – Study guide ( Winter ‘11) To define custom report types: 1. 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. even if you don’t have permission to view leads. Click Next. you cannot change the primary object associated with it. • After you save a custom report type. choose the object relationships a report can display when run from a custom report type. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. Click New Custom Report Type. select the primary object from which you want to build your custom report type. you must define a new 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. Select a category in which to store the custom report type on the Select the Report Type page of the report wizard. Next. if you select accounts as the primary object for your custom report type. and the custom object is deleted. Enter a description for your custom report type. then the custom report type and any reports created from it will automatically be deleted. including those you do not have permission to view.Salesforce. Click Setup | Create | Report Types. training & CertifiCation 31 . 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. For example. 4. 5. • All objects display in the Primary Object drop-down list.
In the Campaign History related list. 7.com Certified administrator – Study guide ( Winter ‘11) ▪ When entering a name for your custom report type. 2. Select the campaign. Select the Status of the individual for the campaign. such as via a phone call to a sales rep. lead. and click Save. For example. you can manually link a contact. change the Deployment Status back to “In Development” if you want to make further enhancements.” Section 9-19. For example. click Add Campaign. Accounts will display if they have no contacts. 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. lead. Change the Status of the individual. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. Unlimited. and click Next. View the detail page of the individual you want to link to the campaign. Furthermore. In the Campaign History related list. or person account. ▪ ▪ After deploying a custom report type. 3. View the detail page of the individual associated with the campaign. considering naming that report Accounts with or without Contacts. Updating Campaign History available in: Enterprise. To associate a contact. Any user can do this via the Campaign History related list on a contact. or person account with a campaign: 1. 6. To update the member status for a contact. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. and click Save. 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. lead. consider describing that report as This allows you to report on accounts and their contacts.Salesforce. we recommend that you clarify how the object relationships affect report results. 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. training & CertifiCation 32 . when entering a description for your custom report type. or person account to a campaign and update that individual’s campaign status. click Edit next to the campaign name. 4. lead. or person account on an existing campaign: 5.
We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. Adding Contacts to Campaigns Contact Source a report of existing contacts a CSV file of existing contacts a list view of existing contacts an individual contact detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Campaign Update Wizard adding Contacts or Leads from a List View to a Campaign adding. users in your organization can view campaigns. Unlimited. In addition. Both contacts and leads can be associated with your campaigns as campaign members.000 per import file 250 per list page 1 Adding Leads to Campaigns Lead Source a report of existing leads a CSV file of new leads a list view of existing leads an individual lead detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Lead import Wizard adding Contacts or Leads from a List View to a Campaign adding.000 per report 50. The list does not retain the previous status for any campaign nor does it include any campaign that you don’t have access to view via sharing settings. Campaign FAQ available in: Enterprise. However. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. or person account plus the individual’s current status on the campaign. or run campaign reports. view the advanced campaign setup. only designated Marketing Users with the appropriate user permissions can create.000 per report 50. or Cloning individual Campaign Members 50. editing. You can easily add members from a campaign member detail page by clicking the Manage Members drop-down button in the campaign detail section or in the Campaign Members related list.com Certified administrator – Study guide ( Winter ‘11) Note: The Campaign History related list shows the associated campaigns for a contact. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search.csv). or Cloning individual Campaign Members 50. Edit Members – Search to view. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. not for marketing purposes. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). update.000 per import file 250 per list page 1 training & CertifiCation 33 . and delete campaigns and configure advanced campaign setup. or delete existing campaign members. editing. edit. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. 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).Salesforce. The following tables describe additional methods to add campaign members. lead. Update & Add Members – Import File to edit campaign member status using an import file. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings.
campaign hierarchies. You can also select a campaign name from the Campaign History related list of an associated lead. When you’ve finished. In the lookup dialog. The Member Status values are the possible responses that a member can have to the campaign such as “Sent.com Certified administrator – Study guide ( Winter ‘11) Section 9-20. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. click Edit. or person account. Creating Campaign Hierarchies – When creating or editing a campaign. click Save. Editing Campaigns – To update a campaign. Tagging Campaigns – If tags have been enabled. If you have campaign hierarchies enabled. and then change the fields you want to update. Note: If your organization has enabled inline editing. Tip: If your organization has enabled hover details.Salesforce. related list hover links display at the top of each detail page. Displaying and Editing Campaigns available in: Enterprise. training & CertifiCation 34 . Click more at the bottom of the page or View More below a related list to display more items. Use your browser’s Print function to print the display. click the campaign name to display detailed information. you can use the Parent Campaign lookup field to assign a parent to your campaign.” “Responded. Leads. The related lists you see are determined by your personal customization and by any customization your administrator has made to page layouts or your permissions to view related data. click Printable View on the campaign detail page. including activities. If the record has already been tagged. attachments. 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. Linking Contacts. 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. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. or person accounts with a campaign or to update the status of existing campaign members. You can click individual items to display additional detail. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Printing Campaigns – To view a printable display of all information for the campaign. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. you can search for an existing campaign or create a new parent campaign. You can also click Save & New to save the current campaign and create another. click one of the tag names to view a list of all records with that tag. contacts. Unlimited. and the opportunities that resulted from the campaign. 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. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. you can edit fields directly on the detail page.” or “Attended. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. contact. Note: If enabled by your administrator.
accounts. click Del next to the case on the cases list page. case comment. click Back to list at the top of the campaign detail page. Sharing – To share a campaign with other users. task. you can browse for and find solutions by category from the Solutions tab or when solving a case. the event. Click Edit to change any of the listed support settings. any related items are also restored. or click Delete on the case detail page. Section 9-21. 4.Salesforce. the Self-Service portal. case comment. Categorizing Solutions available in: Professional. Click Save. Enterprise. task. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. This user will be listed on the case history for all actions that are system defined. or attachment from a case and then delete the case. Enterprise. Click on Setup | App Setup | Customize | Cases | Support Settings. or roles. Customers can also browse published solutions by category in public solutions. click Sharing. Once your solutions are categorized. and the Customer Portal. 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. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. Note: If you delete an event. If your organization has enabled collapsible page sections. and attachments are also deleted.com Certified administrator – Study guide ( Winter ‘11) To return to the last list page you viewed. training & CertifiCation 35 . groups. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. If you undelete the case. and solutions are not deleted with the case. Each solution can belong to more than one category. or attachment cannot be restored via undelete. Section 9-23. All automated case actions will now have this new Automated Case User listed on the Case History. Associated contacts. The deleted case is moved to the Recycle Bin. Unlimited. 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. 3. 2. use the arrow icons next to the section headings to expand or collapse each section on the detail page. Professional. Unlimited. case comments. Deleting Cases available in: Group. follow these directions: 1. When you delete a case. Section 9-22. all related events and tasks.
Click the Tab Style lookup icon to display the Tab Style Selector. If you put solutions into only the most relevant categories. Section 9-24. Click Hide styles which are used on other tabs to filter this list. 4. If a tab style is already in use. Once solution category browsing is enabled. they will be easier for users and customers to find.com Certified administrator – Study guide ( Winter ‘11) Administrators. Professional. and Developer editions apex Page tabs available in: Group. To modify a translated solution’s categories. Click Select Categories in the Solution Categories related list. click Deselect to remove a category from the solution. This related list is not visible unless your administrator has defined and enabled categories. Professional. To later remove a category from a solution. translated solutions inherit solution categories from their master solutions. solution category information is not available in list views. For more information on how to enable category browsing. Click a tab style to select the color scheme and icon for the custom tab. 1. Enterprise. all users with the appropriate permissions can categorize solutions. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. Repeat until you have added all applicable categories. If you haven’t already created the custom object. Click Setup | Create | Tabs. However. 2. Mouse over the style name to view the tabs that use the style. Click Save. 3. The categories on a translated solution are synchronized with the categories on the master solution. click Select to add a category to the solution. training & CertifiCation 36 . click Create a new custom object now and follow the instructions in Defining Custom Objects. see Customizing Solution Settings. Enterprise. The label of the new tab is the same as the plural version of the custom object label. can categorize solutions prior to enabling solution categories for the entire organization. Note: You can create a custom report on solution categories. In the solution category hierarchy. If multilingual solutions is enabled for your organization. 2. a number enclosed in brackets  appears next to the tab style name.Salesforce. Click New in the Custom Object Tabs related list. 4. Unlimited. as described in Defining Custom Objects. We recommend that you limit the number of categories to which a solution belongs. View the solution you want to categorize. Unlimited. Select the custom object to display in the custom tab. 5. you have to modify the categories of its master solution. 3. If necessary. click Del in the Solution Categories related list on the solution detail page. 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. and users with the “Manage Categories” permission.
or Tab Hidden from the drop-down list. • Click Save. • Alternatively. If the document used for the icon is later deleted. Default Off. For example. 9. and click Next. Specify Tab Visibility. • Select a file and click OK. if desired.com Certified administrator – Study guide ( Winter ‘11) Optionally. 8. 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. choose Default On. • Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if they have customized their personal display. and select the image you want to use. For Professional Edition organizations. Specify which fields display to users in the key lists section of the custom object tab home page. Default Off. Salesforce CRM replaces it with a default multicolor block icon. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. 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. tab visibility is automatically set to Default On. If you choose Default On or Default Off. choose a custom link to use as the introductory splash page when users initially click the tab. and click Go! to find a document file name that includes your search term. 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. • Specify the custom apps that should include the new tab. an Expense option appears in this list. For Enterprise. Enter a description of the tab. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. select Apply a different tab visibility for each profile and choose Default On. and Developer Edition organizations. click Search in Documents. Optionally. if the custom object displayed in the custom tab is named Expenses. select the document folder. enter a search term. Default Off. 6. 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 Insert an Image. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. The page layout controls which fields are visible and editable when users are entering data in the custom tab. Section 9-25. Unlimited. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. • Alternatively. 7.Salesforce. The New Custom Tab wizard reappears. or Tab Hidden from the drop-down list for each profile. and click Next. Begin creating an event by doing one of the following: training & CertifiCation 37 .
This topic describes how to complete the Recurrence section on the New Event page. Alternatively. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 training & CertifiCation 38 . start date and time. and end date and time. Enter the details of the event such as subject. 5. click New Event.com Certified administrator – Study guide ( Winter ‘11) • From the Calendar section of the Home tab. Note that the Check Spelling button must be enabled by your administrator. you can create events that last up to 14 days. select Create recurring series of events to specify how often the event repeats. click the Add Event Icon ( ) next to a date to create an event on that date. • On the week view or the month view of the calendar.m. Note: Depending on the type of series you’re creating. leads. • On a multiuser calendar. 3. Optionally. such as Japanese. select the users to invite and click New Event. click New Event. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. Optionally. Optionally. 4. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. click Add Invitees to make the event a group event to which users. Click Save. 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. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Note: If multiday events are enabled for your organization. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 2. Once you’ve created the recurring event series. contacts. click Check Spelling to spell-check the contents of the Description field. 1. 2. or resources are invited. Spell checker does not support double-byte languages. Optionally. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. Once you’ve created the recurring event series. such as a weekly staff meeting that occurs every Monday at 11:00 a. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. click on a time to create an event for that time. • From the Open Activities related list of an associated record. Select the Create recurring series of events checkbox. Select the frequency of recurrence. • On the day view of the calendar.Salesforce.
text note describing the event. such as an account. contracts. amounts display in the activity currency and are also converted to the user’s personal currency. or custom object. if any. this field appears only if multiday events are enabled. Unlimited. leads. By default. otherwise. User who last changed the event. (read only) Planned date of the event.Salesforce. including modification date and time. this field only displays if you have the “read” permission for that type of record. the event is assigned to the creator. opportunity. the record that the event is associated with. users with sharing access to the record can click it to view more details. you can add the current time by clicking the time link next to the field. the phone number of the contact or lead associated with the event. including creation date and time. this field only displays if you have the “read” permission for that type of record. Division to which the activity belongs. You can enter a date. Private events cannot be associated with opportunities. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. out of office. or free time. the length of a timed event in hours and minutes. name of the field that determines what picklist values are available for the record. this field is automatically filled in with the value from the corresponding contact or lead record.com Certified administrator – Study guide ( Winter ‘11) 3. to assign the event to another user. or choose a date from the calendar that displays when you put your cursor in the field. this field is for online meetings only. You can enter the name of the person or use the lookup icon to select the name. User who created the event. assigned owner of the event. users with sharing access to the record can click it to view more details. available in enterprise. this field is automatically filled in with the value from the corresponding contact or lead record. Planned end date and time of the event. this field is not available in Personal edition. 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. this value is automatically inherited from the related account. (read only) Location of the event. optional field that allows users invited to a group event to enter a note when they accept or decline the event. this field is for online meetings only. However. cases. Webex meeting type. this field appears only if multiday events are disabled. enter the password that meeting attendees should use to log in to the online meeting. the activity belongs to the global division. available only in organizations that use divisions to segment their data. additionally. enter a user’s name or select a user with the lookup icon. accounts. this field is for online meetings only. exported data files will always contain private events. Set the start date and end date. this option is not available when you associate the event with a lead instead of a contact. the email address of the contact or lead associated with the event. campaigns. this field can hold up to 32KB of data. case. or custom object. the number identifying the meeting. this field appears only if multiday events are disabled. Contact or lead associated with the event. Link used to attend an online meeting. or contacts. this field is not available in Personal edition. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. 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. available only for organizations that use multiple currencies. Checkbox that specifies whether the event lasts all day. Picklist that determines how this event appears when another user views your calendar: busy. this field is for online meetings only and is not available for trial meetings. Description Division Duration Email End Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As training & CertifiCation 39 . and Developer editions. lead. this field cannot be set for group events or when adding or modifying an event in another user’s calendar.
” You can enter a subject or select from a list of previously defined subjects. select Make this the default setting. such as email or Meeting. To save the current state of the checkbox as your personal default. additionally. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. you can add the current time by clicking the time link next to the field. • Use the Send Notification Email checkbox to specify whether or not to send a notification email to the task’s assignee when you save the task. or click Save & New Event to save the task and begin creating an event. Choose a Webex teleconferencing service. such as “Meeting. enter any dial-in instructions or details. this field appears only if multiday events are disabled. 2. drop-down menu in the sidebar. Alternatively. 3. Hide Details – Others can see whether the user is available at given times. entry describing subject of activity. Subject Teleconference Details Teleconference Type Time Type Visible in Self-Service Creating Tasks available in: All editions User Permissions Needed to create tasks: “edit tasks” Tasks allow you to track the specific actions you plan to perform or have performed. Section 9-26. follow these steps: 1. To create a new task. this field is available for Webex customers only. type of the event. You can add the current time by clicking the time link next to the field. this field is for online meetings only.. Spell checker does not support double-byte languages such as Japanese.. • Click New Task from the Open Activities related list of an associated record. To get started: • Click New from the My Tasks section of the Home tab. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. 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.com Certified administrator – Study guide ( Winter ‘11) Field Start Description Planned start date and time of event.” • Optionally.Salesforce. training & CertifiCation 40 . such as making phone calls or sending mail. Note that the Check Spelling button must be enabled by your administrator. • Click Task from the Create New. each picklist value can have up to 40 characters. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. this field appears only if multiday events are enabled. see “Creating Group Tasks. time of a planned event. click Save & New Task to save the task and begin creating another new task. but cannot see any other information about the nature of events in the user’s calendar. Click Save. click Check Spelling to spell-check the contents of the Comments field.
users can insert events in other users’ calendars. Show Details and Add Events – In addition to the sharing levels set by Show Details. select All. For example. and edit list data. or opportunities above a particular Amount. • If your organization has territory management. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. To edit or delete any view you created. users can insert events in other users’ calendars.Salesforce.. Enter the name to appear in the View drop-down list. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. Note: By default. • Activity list views have several options. Fill in the following: 1. or cases to use for mass email recipient lists. leads with a specific Lead Source. training & CertifiCation 41 . There may be additional options: • Lead and case list views can be restricted by queue. In general. manage.” Section 9-27. you can use additional tools to customize. Select the appropriate drop-down value for “Default Calendar Access. Show Details – Users can see detailed information about events in other users’ calendars.com Certified administrator – Study guide ( Winter ‘11) 2.” To change this setting: 1. leads. 3. users. navigate. • Price book list views can be restricted by price book. 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. edit. Specify Filter Criteria Filter by Owner These options vary. You can create new list views to see a specific set of records such as contacts. click Edit next to the View drop-down list. click Create New View at the top of any list page or in the Views section of any tab home page. You can also create views of contacts. 2. To create a new view. Click Setup | Administration | Security Controls | Sharing Rules | Edit.. to specify the set of records to search. 2. or My. My Territories means records associated with territories to which you belong. create a list view of accounts in your state. this setting is set to “Hide Details and Add Events.. 4. account and opportunity list views can be restricted by My Territories or My Territory Teams. or campaigns. documents. 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. Hide Details and Add Events – In addition to the sharing levels set by Hide Details.. Enter View Name. depending on the kind of record.
and click Add. To share the list view. select the group or role from the list below it. select a field name and click the Add or Remove arrow. and Developer Edition users can specify a public group. 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. You can also use special date values in your filter criteria. 4. Filter by Additional Fields Optionally. role. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. select the division that records in the list view must match. or role including all users below that role to see the custom view.com Certified administrator – Study guide ( Winter ‘11) Filter by Campaign This option is available on the following list views: • Contacts home • Leads home • Mass email contacts • Mass email leads • Mass add campaign members wizard • Mass update campaign members wizard If you’re editing a list view that is filtered by campaign and don’t have at least “Read” access to the campaign. When you select a long text area field. you’ll receive an error when attempting to save the list view. Enterprise. and then share it with the All Internal Users group or a selected set of internal groups and roles. Select Fields to Display The default fields are automatically selected.Salesforce. You can display only the fields that are available in your page layout. Alternatively. To add or remove fields. select Visible to certain groups of users. Select --Current-. up to 255 characters are displayed in the list view. training & CertifiCation 42 . This option is not available in Personal Edition. such as Lead Source equals Web. To create list views that only your Salesforce CRM users can see. Unlimited.to show records in your current working division. 3. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. This option is disabled if you aren’t searching all records. specify whether everyone or just you can see the custom view. Use the arrows to arrange the fields in the proper sequence. select Visible to certain groups of users. You can choose up to 15 different fields to display in your view. choose the type of group or role from the drop-down list. To see a list view. specify conditions that the selected items must match. users must also have the appropriate “Read” permission on the type of records within the list view.
com Certified administrator – Study guide ( Winter ‘11) When implementing a customer portal. 5. the task has been closed. applies only to events.) Archived activities are not included in activity list views. not events. activity does not have a green sheet. Click the lookup icon to choose the value “True” or “False. that is. such as in the campaign import wizards. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. Campaign is inactive. such as in a list view or report or when mass-deleting records. to show all opportunities you’ve won. the account is a business account. leads. applies only to events. the event has a specific time. or records owned by or shared with users in roles below you in the role hierarchy. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. the event is the original group event assigned to the event host. note that your administrator may have customized the name of this field. not tasks. Unlimited. task is still open. the lookup icon automatically displays when you choose to filter on one of the special picklists. click Back to list at the top of any detail page. activity is a task. the account is a partner account or the lead or opportunity owner is a partner user.” Note: If you are creating filter criteria for a report or list view. not tasks. 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. you can use special picklist values for your search criteria. The view appears in the View drop-down list so you can access it later. records that have been shared with you. you can view only those fields that are visible in your page layout and field-level security settings. 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. (Field-level security is available only in Enterprise. enter “Closed equals True” and “Won equals False. In addition. not an event. applies only to tasks. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM Edition you have. Campaign is active and can be chosen from various campaign picklists. and Developer Editions. To show all closed/lost opportunities. Note: You can rename an existing list view and click Save As to save the criteria of the list view without altering the original view. Click Save. the task Status field has a “Closed” value. These are special picklists with values of either “True” or “False. the event is marked as an all-day event. the event is the meeting invite sent to another user for a group event. enter “Won equals True” as your search criteria. Activities: Closed Campaigns: Active training & CertifiCation 43 . this field displays as the person account icon.” For example. the account is not a partner account or the lead or opportunity owner is not a partner user.Salesforce. you can manually enter “True” or “False” in the filter criteria. When creating filter criteria. To return to the last list page you viewed.” Alternatively. activity is an event.
the lead has been converted. the Stage field may have a value of the type open or Closed/Lost. the opportunity is still open. the lead has not been converted. the lead has been viewed or edited at least once by the owner since it was assigned. the Stage field has a value of the type Closed/Won or Closed/Lost. Product does not have a default quantity schedule. the lead may receive mass email. the opportunity owner has checked the Private box on the opportunity edit page. the opportunity is closed and won. the lead cannot be included in a mass email recipient list. Case has a new comment added by a Self-Service user. the contact is enabled to log in to your Self-Service Portal. Case is still open. that is. the case is open. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Product has a default quantity schedule. the Private box on the opportunity is not checked. the case Status field has a “Closed” value. the contact is not enabled for Self-Service. Product is inactive and cannot be added to opportunities. the partner for the opportunity has been marked as the primary partner. the case Status has a value that is not equivalent to “Closed. Product does not have a default revenue schedule. Product has a default revenue schedule. that is. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. that is. the contact cannot be included in a mass email recipient list. the partner for the opportunity has not been marked as the primary partner. Case has been automatically escalated via your organization’s escalation rule. Case has a comment added by a Self-Service user. Cases: Escalated training & CertifiCation 44 . the lead has not yet been viewed or edited by the owner since it was assigned to that user.com Certified administrator – Study guide ( Winter ‘11) Special Picklist Field Value Cases: Closed true false true false Cases: New SelfService Comment Cases: Open (Only for reports) Cases: Self-Service Commented Contacts: Email Opt Out Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out true false true false true false true false true false true false true false true Leads: Unread false true Opportunities: Closed false Opportunities: Primary (Only for Partner Opportunities report) Opportunities: Private false true Opportunities: Won false true Products: Active false Product: Has Quantity Schedule Product: Has Revenue Schedule Solutions: Visible in Self-Service Portal true false true false true false true false true Description the case is closed. the opportunity is closed. the contact may receive mass email. Case does not have a new Self-Service comment. Case has not been escalated. Case does not have a Self-Service comment.” Case has been closed.Salesforce. the opportunity has not been won. the Stage field has a value of the type Closed/Won. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. that is.
What is Salesforce CRM for Google AdWords? Salesforce CRM for Google AdWords connects Salesforce CRM with Google AdWords. User can manage campaigns. User is inactive and cannot log in. Solution is not reviewed. the translated solution has been updated to match the master solution with which it is associated. Section 9-29. User is active and can log in. User has access to use force. After you’ve completed the prerequisites. including Google. Unlimited. (Field-level security is available only in Enterprise.com Certified administrator – Study guide ( Winter ‘11) Special Picklist Field Value true Solutions: Reviewed false true Solutions Out of Date false true false true false true false true false Description the solution has been reviewed. you’ll be ready to turn on territory management for your organization.) Section 9-28. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. With Salesforce CRM for Google AdWords. 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.com customers advertise online with Google AdWords as a mechanism to generate leads. you can: ▪ ▪ Take advantage of Google AdWords as a lead generation tool Correlate clicks on Google advertisements with Salesforce CRM leads 45 training & CertifiCation . Unlimited. User is not enabled to manage campaigns. that is. contact salesforce. Enabling Territory Management available in: Enterprise. and Developer Editions. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. Many salesforce. the translated solution has not been updated to match the master solution with which it is associated. User is a partner user.com offline use. To request territory management for your organization.google.com) is an online advertising service used to create advertisements that display on major search engines. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. User is not a partner user. the solution Status field has a “reviewed” value. Google AdWords What is Google AdWords? Google AdWords (http://adwords.Salesforce.com offline. User is not enabled for force. allowing you to track the effectiveness of your online advertising investments.com.
When you publish a PowerPoint file. To refine your results. it may time out. or you can browse all slides published into your workspaces. on the content details page click Clone & Customize. To work with presentations: 1. • To create a new presentation. If presentation assembly is disabled after presentations have been created.com Certified administrator – Study guide ( Winter ‘11) ▪ ▪ ▪ Track the results of Google AdWords campaigns from Salesforce CRM Analyze which keywords and advertisements are generating leads. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. on the content details page click Edit | Edit Presentation. In Salesforce CRM Content. Enterprise. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides.11.com does not delete existing presentations but they cannot be customized or modified. Professional. 2. Group. Note: When you create. Depending on whether you want to create.Salesforce. Click Search presentations to display all the PowerPoint files in your workspaces or click Search slides to display all the individual slides in your workspaces. Salesforce. If you do not have Flash installed. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. copy. Note: Working with presentations requires Adobe Flash® Player.0. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. 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. select a specific training & CertifiCation 46 . click the Workspaces tab and then choose Create New | Presentation. or modify a presentation. • To create a new presentation by copying an existing presentation. version 9. or modify a presentation. Unlimited. • To modify a presentation and save it as a new version. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. 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. clone & customize. and Developer editions User Permissions Needed to create presentations: Manage Workspaces checked in your workspace permission definition or add Content checked in your workspace permission definition Note: Microsoft Office 2007 file previews are currently available through a pilot program. You can publish the presentation to a public workspace or keep it in your personal content area.5 or higher. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. In this case.com provides a link to Adobe’s website where you can download Flash for free. sales opportunities. Salesforce. 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.
add or modify the presentation’s description. • In search results.Salesforce. If you do not choose a language. for example if your work is still in progress. but that doesn’t training & CertifiCation 47 . When you are done assembling your presentation. hover over a presentation and click the slides icon ( presentation. Note: Some slide thumbnails may not be visible or may only be partially visible. Optionally. You can remove tags from a document. Tag your content. you must choose from the list of ë You can’t change or delete tag names. click Cancel to return to your starting point. suggested tags. 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. hover over a document and click the garbage can icon ( document from the presentation you are assembling. • Click Clear at any time to revert your changes. Choose Add to presentation or Hide preview as needed. hover over a slide and click the presentation icon ( that use that slide. • In search results. You can re-upload the slide if you want the thumbnail to be visible.com Certified administrator – Study guide ( Winter ‘11) workspace to search or enter a search term in the text box before clicking either button. a. 3. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. If you are modifying the presentation. choose that author from the drop-down list. tags or enter a new tag. Select a workspace. choose Save in my personal workspace. b. When you select a tag it turns green. If you do not want the presentation to be visible to other users in your organization. assign or change the presentation’s name. Click a suggested tag to add it to the Tags field automatically. click a file or slide to preview it in the lower half of the window. d. The following options help you assemble your presentation: • In search results. Salesforce CRM Content associates your content with your personal language setting. only content associated with that language is displayed in the search result set. To publish the content on behalf of another author. c. e. Optionally. you can enter tags in the Tags field. The Language drop-down list is displayed if multi-language support is enabled. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. click Save. complete the Reason for Change field. choose a language. As you type a tag. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. 5. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. but you can click on them to see the preview in the lower half of the window. In the Save or Publish Content dialog: 4. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. If users restrict their content searches to a particular language. f. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. Click a tag to add it to the Tags field automatically. ë If your administrator assigned the guided tagging rule. delete the tag.
ë Tags are case insensitive. inc.com.com. and salesforce.com owns other registered and unregistered trademarks. inc. Other names used herein may be trademarks of their respective owners. or publish another file. return to the Workspaces tab. All rights reserved. The content type determines which custom fields appear for you to categorize and define your content.com and the “no software” logo are registered trademarks of salesforce. 94105 United States 1-800-NO-SOFTWARE www..salesforce.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. g. You can’t have two tags with the same name even if they use different upper and lowercase letters. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. The case of the original tag is always used. choose one from the drop-down list. Salesforce. Click Publish. salesforce. If multiple content types are available. CA. You can then view the content details page. h. Sg_Certifiedadmin_Winter11_2010-11-15 . For More Information Contact your account executive to learn how we can help you accelerate your CrM success.
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