Salesforce.

com Certified Administrator

Study Guide
Winter ‘11

training & CertifiCation

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

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

training & CertifiCation

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

Section 1.

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

Purpose of this Study Guide

Section 2.

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

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

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

▪ ▪ ▪ ▪

training & CertifiCation

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

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

Weighting
3%

training & CertifiCation

2

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

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

2%

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

3%

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

5%

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

17%

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3

and test the approval Process identify the settings in creating Workflow approval Processing 3% Data Validation Define Data Validation List common use cases for Data Validation Describe when Data Validation rules are enforced Create Data Validation rules 3% Data Utilities Describe the function of an external iD List and describe the different tools and use cases for data migration Update existing data via import Define when to use the Data Loader List the functions of the Data Loader Mass Update records 5% training & CertifiCation 4 .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. modify.

and corresponding auto-response rule Measure Campaign results Describe the process and effects of converting a Lead 5% Service & Support Administration Define a Case Describe use cases for Case Hierarchies Describe how to use Case Queues to manage Cases Describe how to use a Case assignment rule to assign and route Cases Describe use cases for Web-to-Case Describe uses cases for email-to-Case Describe the functionality of the Case escalation rule Describe the functionality of the Case auto-response rule Describe the functionality of the Business Hours 5% training & CertifiCation 5 . Web-to-Lead.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. assignment rule.Salesforce.

Salesforce. assignment rule. escalation rules. but should be used to become familiar with the types of questions on the exam. Applications.com Certified administrator – Study guide ( Winter ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. Web-to-Case. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. including Business Hours. 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. The actual exam questions may be more or less difficult than this set of questions. Sample Exam Questions training & CertifiCation 6 . The following questions are representative of those on the Salesforce. These questions are not designed to test your readiness to successfully complete the certification exam.com Certified Administrator exam. & 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.

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

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

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

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

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

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

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

Note: These field access settings apply throughout Salesforce CRM. and then click Edit. Set the fields that display in search results. Section 9-7. 2. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. This process reduces the number of page layouts for you to maintain. After setting field-level security for users based on their profiles. Universally required fields always display on edit pages regardless of field-level security. ë Select the field you want to modify. and then click Fields. the maximum length of any auto-number field is 30 characters. To define field-level security: 1. and in the key lists on tab home pages. They also may be visible to users even though they reference fields your users can’t see. 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. Tip: Use field-level security as the way to restrict users’ access to fields. 3. in lookup dialog search results. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. indicating a true or false attribute of a record. read only. 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. 20 of which are reserved for prefix or suffix text. Below is a description of each custom field type. hidden. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. Verify users’ access to fields by checking the field accessibility grid. you can: ▪ Create page layouts to organize the fields on detail and edit pages. Specify whether the fields should be visible. training & CertifiCation 14 . Click Save. When using a checkbox field for a report or list view filter.com Certified administrator – Study guide ( Winter ‘11) ▪ “View Encrypted Data” You can define field-level security from a profile or from a particular field.Salesforce. click View next to the tab you want to modify. then use page layouts primarily to organize detail and edit pages within tabs. The settings also override any lessrestrictive field access settings on the page layouts. Custom Field Types The first step in creating a custom field is choosing the type of the field. allows users to check a box. use “true” for checked values and “false” for unchecked values. ë In the Field-Level Security section. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. ▪ ▪ Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. click a tab or activity link. ë Click Set Field-Level Security.

com sets the lookup field to null. which is validated to ensure proper format.Salesforce.34. Note: Salesforce. 12. Picklist allows users to select a value from a list you define. if this field is specified for contacts or leads. the system automatically adds the percent sign to the number. Phone allows users to enter any phone number. for example. if a lookup field references a record that is deleted. for example. Date Date/Time allows users to enter a date or pick a date from a popup calendar.35 and −12. −22.com Certified administrator – Study guide ( Winter ‘11) Field Type Currency Description allows users to enter a currency amount. Salesforce.com (apex) triggers. or roll-up summary fields. Note: if you are using the Service Cloud’s call center. Salesforce. see overview of relationships. See Building formulas and operators and functions. note that you can’t use custom email addresses for mass emails. and the lookup field is not required in the page layout. Note: Salesforce.com automatically formats it as a phone number. and you add a percent sign to the number. Lookup relationship fields are not available in Personal edition. for more information on relationships. training & CertifiCation 15 . you can then display a related list to show all of the records that are linked to it.com uses the round half up tie-breaking rule for numbers in formula fields. available for custom objects only. validation rules. this is treated as a real number and any leading zeros are removed. 23.com uses the round half even tie-breaking rule for currency fields.com uses the round half up tie-breaking rule for number fields. allows users to automatically calculate values based on other values or fields such as merge fields. Note: Salesforce. although you can create a master-detail relationship field on a custom object that links to a standard object. Values lose precision after 15 decimal places. workflow rules. or custom objects. you can limit the data by specific dates using any custom date field.Salesforce. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. the time of day includes aM or PM notation. users can choose the address when clicking Send an email. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity.345 becomes 12.5 becomes −24. Consequently.5 becomes 24. ‘10’. Note: if the decimal value is greater than 15. not the number of decimal of spaces specified in the number field configuration. for example.com recommends that you do not use a custom phone field for fax numbers. 12. allows users to enter an email address.345 becomes −12. Number allows users to enter any number. allowing click-to-dial functionality. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself.34.345 becomes −12. on the associated record. a runtime error occurs. and does not run any force. you can limit the data by specific dates and times using any custom date field.345 becomes 12. You can create lookup relationship fields that link to users. this can be useful if you export data to excel or another spreadsheet.35 and −12.com rounds numbers referenced in merge fields according to the user’s locale. 22. Values lose precision after 15 decimal places. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. 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. however. for example. Percent allows users to enter a percentage number. Creates a relationship between two records so you can associate them with each other.5 becomes 22. custom phone fields are displayed with the button. see overview of relationships. Lookup relationship fields to campaign members are not available. See entering Phone numbers. for example. for example. and −23.5 becomes −22. a lookup relationship has no effect on record deletion or security. salesforce. they can also add the current date and time by clicking the date and time link next to the field. you can create a custom hierarchical relationship field to store each user’s direct manager. in reports. lookup relationship fields from campaign members to other objects are available. standard objects. Master-detail relationships cannot be used with campaign members. for more information on relationships. allows users to enter a date or pick a date from a popup calendar and enter a time of day. in reports.

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

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

reports. opt in to receive administrator-targeted promotional emails from salesforce. Some fields are only displayed to administrators when creating or editing users. Salesforce. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. page layouts. Company name where the user works. 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. User’s default currency setting for new records. this field is not available if your organization has disabled your choice to receive emails from salesforce. your users will first see a new overview page when they click on our online help links. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. forecasts. Country portion of the user’s address. Up to 255 characters are allowed in this field.” you’ll have to change it to “Company Health Check” to reflect your new terminology.com. User Fields The available fields vary according to which Salesforce CRM edition you have. In addition. training & CertifiCation 18 . If your organization renames tab and object names. indicates whether the user is allowed to use customizable forecasting. and other pages where the entire name does not fit. views. This list includes but is not limited to custom fields. you can also create your own online help and user documentation. City portion of the user’s address. if you already have a custom email template titled “Account Health Check. Up to 8 characters are allowed in this field. and communication templates. including creation date and time. Short name to identify a user on list pages. indicates whether an aPi token has ever been reset. 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. the name of the call center to which this user is assigned. name of the associated contact if the user is a partner user. Shown only in organizations using multiple currencies.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. administrative checkbox that enables or disables user login to the service. reports. available only for organizations that use multiple currencies. and reports. Street address for a user. Up to 40 characters are allowed in this field.Salesforce. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. Up to 40 characters are allowed in this field. (read only) User’s default currency for quotas. however.com. Section 9-10. 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. User who created the user. Up to 40 characters are allowed in this field. For example. this must be one of the active currencies for the organization. record types.

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

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

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

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

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

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

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

more options display that allow you to refine the frequency criteria. To delete a scheduled dashboard refresh: 1. and you schedule a dashboard to refresh every day at 2:00 PM. the dashboard ▪ ▪ training & CertifiCation 26 . For example. 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. select the frequency at which the dashboard refreshes. or Monthly fields.. from the drop-down button. When you click the Daily. click Setup | Monitoring | Scheduled Jobs. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. if the Time Zone field on your user record is set to Pacific Standard Time. 5.. if you select 2:00 PM as your preferred start time. 2. Click Refresh and choose Schedule Refresh. For example. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. Weekly. Click Delete. • In the Preferred Start Time drop-down list. Click Save to schedule the dashboard refresh. then the dashboard will only refresh on months that have 31 days. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list.. the dashboard will only refresh on months that have that specific day. if you schedule a dashboard to refresh on the 31st day of every month. Tip: Optionally. • In the Start and End fields.Salesforce. If you want a dashboard to refresh on the last day of every month. Click Del to permanently delete all instances of the scheduled dashboard refresh. 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 a specific day of every month. Schedule the dashboard refresh: • In the Frequency field. 3. 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. To view the All Scheduled Jobs page. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. Dashboards refresh in the time zone of the user who schedules the refresh. For example.. 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.com Certified administrator – Study guide ( Winter ‘11) 4. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. choose “last” from the On day of every month drop-down list. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. click the Find available options. specify the dates during which you wish to schedule dashboard refreshes.

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

Marketing User. edit the Support Settings. Standard User. and delete workspace permissions in Salesforce CrM Content Create. edit.” and “View Setup and Configuration” permissions) Set support business hours. edit. Solution Manager training & CertifiCation 28 . edit. Contract Manager administrator. Standard User. such as mass transfer of cases Create. Contract Manager administrator.”“run reports. Contract Manager administrator. Contract Manager administrator. Standard User. Solution Manager. Solution Manager. edit. Marketing User. Solution Manager. Standard User. Set up email-to-Case. Solution Manager. Solution Manager. Standard User. Solution Manager administrator Edit Forecasts Create. and delete forecasts. and delete events Profiles administrator.Salesforce. this permission is not available for customizable forecasts. edit. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Standard 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. this permission is only available for customizable forecasts. edit. Solution Manager. Marketing User. Solution Manager. edit. Marketing User. When you convert to customizable forecasts. Marketing User administrator. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. and delete solutions that are accessible to the public on your self-service portal or Web site. Contract Manager administrator. Standard User. Perform actions on multiple cases in a list view.com Certified administrator – Study guide ( Winter ‘11) Permission Name Edit Events Functions Controlled Create. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Solution Manager. Contract Manager administrator. Contract Manager administrator. Marketing User. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Marketing User. and delete custom fields in Salesforce CrM Content Create. Marketing User. Contract Manager administrator. 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. Marketing User.

Mass transfer leads via the Mass transfer feature. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. Standard User.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). Solution Manager. Marketing User. Marketing User. Solution Manager. Contract Manager none Mass Email Send bulk emails to contacts and leads. Standard User. Marketing User. Standard User. Marketing User. Manually assign accounts to territories. Standard User. Contract Manager administrator. displays your custom sidebar on all pages in Salesforce CrM. Solution Manager. run Self-Service reports Create and edit territories. Contract Manager administrator. Contract Manager. Products show in Offline Specify if products and price books are available in force. instead of the Salesforce user database Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none training & CertifiCation 29 . Solution Manager. read only. Contract Manager administrator. Marketing User. Contract Manager administrator. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Marketing User. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. the “Show Customer Sidebar on all Pages” permission is not available. Marketing User. Standard User. View dashboards based on reports Send Email Send email to a single contact or lead.Salesforce. Create and edit account assignment rules. this permission is only available for customizable forecasts. Solution Manager. Standard User. Standard Platform User. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. 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. Solution Manager. add and remove users from territories. run reports. Standard User. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator Manage Territories administrator Mass Edit from Lists administrator. Solution Manager. Contract Manager administrator. read only. Standard Platform one app User administrator.

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. For example. and fields. and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. object relationships. The column lists fields searched in both the Sidebar Search and Advanced Search. Unlimited. Once you have defined a custom report type. users with that profile will not see that type of data anywhere. 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. Search Fields The types of records you can search vary according to which edition you have. That user will not be able to view the Contacts tab when selecting the custom app that contains it. users can create custom reports from it.Salesforce. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. training & CertifiCation 30 . this permission is only available for customizable forecasts. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. Section 9-17. and delete records Note: If you remove the “Read” permission from a profile. Profiles administrator Standard Object Permissions For each type of data. edit. Defining Custom Report Types available in: Professional. Enterprise. You can search for information within any of the fields listed below. When you convert to 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.

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

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

Update & Add Members – Import File to edit campaign member status using an import file. Unlimited. editing.000 per report 50. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. view the advanced campaign setup. or delete existing campaign members. 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. 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. or run campaign reports. In addition. or Cloning individual Campaign Members 50. Both contacts and leads can be associated with your campaigns as campaign members.000 per import file 250 per list page 1 training & CertifiCation 33 . We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. or Cloning individual Campaign Members 50. not for marketing purposes. update. The following tables describe additional methods to add campaign members. 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). Campaign FAQ available in: Enterprise. 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. Edit Members – Search to view. edit. and delete campaigns and configure advanced campaign setup. users in your organization can view campaigns. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User.csv). However. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. or person account plus the individual’s current status on the campaign. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. only designated Marketing Users with the appropriate user permissions can create. editing.000 per report 50.000 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.Salesforce.com Certified administrator – Study guide ( Winter ‘11) Note: The Campaign History related list shows the associated campaigns for a contact. lead.

you can search for an existing campaign or create a new parent campaign. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Click more at the bottom of the page or View More below a related list to display more items. When you’ve finished. Tagging Campaigns – If tags have been enabled. and then change the fields you want to update. or person account. In the lookup dialog. Printing Campaigns – To view a printable display of all information for the campaign. Linking Contacts. You can also select a campaign name from the Campaign History related list of an associated lead. Unlimited. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. click Edit.” or “Attended. You can also click Save & New to save the current campaign and create another. including activities. 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. campaign hierarchies. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. Use your browser’s Print function to print the display. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page.” “Responded. attachments. If the record has already been tagged. click Printable View on the campaign detail page. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. you can edit fields directly on the detail page. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: to change campaigns: “read” on campaigns “edit” on campaigns anD Marketing User checked in your user information Displaying Campaigns – Once you’ve located a campaign on the campaigns home or list pages. Note: If enabled by your administrator. or person accounts with a campaign or to update the status of existing campaign members.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. click one of the tag names to view a list of all records with that tag. Tip: If your organization has enabled hover details. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. training & CertifiCation 34 .Salesforce. contact. Leads. Editing Campaigns – To update a campaign. click the campaign name to display detailed information.com Certified administrator – Study guide ( Winter ‘11) Section 9-20. Note: If your organization has enabled inline editing. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. and the opportunities that resulted from the campaign. You can click individual items to display additional detail. If you have campaign hierarchies enabled. 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. related list hover links display at the top of each detail page. Displaying and Editing Campaigns available in: Enterprise. 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. contacts. click Save. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. Creating Campaign Hierarchies – When creating or editing a campaign. you can use the Parent Campaign lookup field to assign a parent to your campaign.

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

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

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

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

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

You can add the current time by clicking the time link next to the field. but cannot see any other information about the nature of events in the user’s calendar. or click Save & New Event to save the task and begin creating an event. Click Save. additionally. see “Creating Group Tasks. training & CertifiCation 40 . drop-down menu in the sidebar. such as email or Meeting. each picklist value can have up to 40 characters. • Click Task from the Create New. such as making phone calls or sending mail. follow these steps: 1. Section 9-26. type of the event. 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. Spell checker does not support double-byte languages such as Japanese. select Make this the default setting. Hide Details – Others can see whether the user is available at given times.” You can enter a subject or select from a list of previously defined subjects. Alternatively. To save the current state of the checkbox as your personal default. you can add the current time by clicking the time link next to the field. entry describing subject of activity. Choose a Webex teleconferencing service.” • Optionally. time of a planned event. enter any dial-in instructions or details. 2. this field appears only if multiday events are disabled. 3. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. To create a new task. this field is available for Webex customers only.Salesforce. such as “Meeting. click Check Spelling to spell-check the contents of the Comments field.. 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. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. this field appears only if multiday events are enabled.com Certified administrator – Study guide ( Winter ‘11) Field Start Description Planned start date and time of event. click Save & New Task to save the task and begin creating another new task.. • 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. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. this field is for online meetings only. • 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. Note that the Check Spelling button must be enabled by your administrator.

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

training & CertifiCation 42 . select a field name and click the Add or Remove arrow.Salesforce. This option is disabled if you aren’t searching all records. role. select the division that records in the list view must match. up to 255 characters are displayed in the list view. Enterprise. select Visible to certain groups of users. Unlimited. select Visible to certain groups of users. specify whether everyone or just you can see the custom view. and then share it with the All Internal Users group or a selected set of internal groups and roles. Filter by Additional Fields Optionally. and click Add. To add or remove fields. To share the list view. select the group or role from the list below it. or role including all users below that role to see the custom view. To create list views that only your Salesforce CRM users can see. Alternatively. Select --Current-. choose the type of group or role from the drop-down list. and Developer Edition users can specify a public group. specify conditions that the selected items must match.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. Use the arrows to arrange the fields in the proper sequence. 3. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission.to show records in your current working division. such as Lead Source equals Web. When you select a long text area field. users must also have the appropriate “Read” permission on the type of records within the list view. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. you’ll receive an error when attempting to save the list view. You can also use special date values in your filter criteria. 4. Select Fields to Display The default fields are automatically selected. You can choose up to 15 different fields to display in your view. This option is not available in Personal Edition. You can display only the fields that are available in your page layout. 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. To see a list view.

” Note: If you are creating filter criteria for a report or list view. task is still open. such as in the campaign import wizards. note that your administrator may have customized the name of this field. applies only to events.Salesforce. 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. or records owned by or shared with users in roles below you in the role hierarchy. Unlimited. the account is not a partner account or the lead or opportunity owner is not a partner user. 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. To show all closed/lost opportunities. activity is a task. These are special picklists with values of either “True” or “False. activity does not have a green sheet. this field displays as the person account icon.com Certified administrator – Study guide ( Winter ‘11) When implementing a customer portal. the account is a partner account or the lead or opportunity owner is a partner user. the lookup icon automatically displays when you choose to filter on one of the special picklists. the task Status field has a “Closed” value. activity is an event. Note: The information you see in list views is only the data to which you have access— records you own or have read or read/write access to. and Developer Editions. enter “Closed equals True” and “Won equals False. 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. the event is the meeting invite sent to another user for a group event. not events. the event is the original group event assigned to the event host. Campaign is active and can be chosen from various campaign picklists. the account is a business account. click Back to list at the top of any detail page. such as in a list view or report or when mass-deleting records. not tasks. applies only to events. 5. the event is marked as an all-day event. not tasks. the task has been closed. The view appears in the View drop-down list so you can access it later. Click the lookup icon to choose the value “True” or “False. leads. you can use special picklist values for your search criteria.” Alternatively. to show all opportunities you’ve won. not an event.) Archived activities are not included in activity list views.” For example. you can manually enter “True” or “False” in the filter criteria. When creating filter criteria. In addition. applies only to tasks. Click Save. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM Edition you have. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. enter “Won equals True” as your search criteria. the event has a specific time. (Field-level security is available only in Enterprise. 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. Activities: Closed Campaigns: Active training & CertifiCation 43 . Campaign is inactive. To return to the last list page you viewed. that is.

Product does not have a default quantity schedule. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the opportunity is closed. the lead has been viewed or edited at least once by the owner since it was assigned. Product has a default revenue schedule. the partner for the opportunity has not been marked as the primary partner. the Stage field has a value of the type Closed/Won. the Stage field has a value of the type Closed/Won or Closed/Lost. that is.” Case has been closed. the opportunity is closed and won. Case is still open. Case does not have a Self-Service comment. Case has not been escalated. that is. the contact is not enabled for Self-Service. the lead cannot be included in a mass email recipient list. Case has a new comment added by a Self-Service user. Case has been automatically escalated via your organization’s escalation rule. the lead has not been converted. the opportunity owner has checked the Private box on the opportunity edit page. the Private box on the opportunity is not checked.Salesforce. the lead has been converted. the case Status field has a “Closed” value. the contact may receive mass email. the lead has not yet been viewed or edited by the owner since it was assigned to that user. the contact cannot be included in a mass email recipient list. Product does not have a default revenue schedule. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. Case does not have a new Self-Service comment.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. that is. the contact is enabled to log in to your Self-Service Portal. Cases: Escalated training & CertifiCation 44 . that is. the opportunity has not been won. the opportunity is still open. Product has a default quantity schedule. the lead may receive mass email. Product is inactive and cannot be added to opportunities. the Stage field may have a value of the type open or Closed/Lost. Case has a comment added by a Self-Service user. the case Status has a value that is not equivalent to “Closed. the case is open. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the partner for the opportunity has been marked as the primary partner.

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

Depending on whether you want to create. Unlimited. Note: When you create. Professional. • To create a new presentation. In Salesforce CRM Content. version 9. In this case.5 or higher. • To modify a presentation and save it as a new version.com provides a link to Adobe’s website where you can download Flash for free. Note: Working with presentations requires Adobe Flash® Player. 2.11. or modify a presentation. Salesforce. select a specific training & CertifiCation 46 . You can publish the presentation to a public workspace or keep it in your personal content area. Salesforce.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. 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. click the Workspaces tab and then choose Create New | Presentation.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.com does not delete existing presentations but they cannot be customized or modified. on the content details page click Edit | Edit Presentation. on the content details page click Clone & Customize. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. or modify a presentation. To refine your results. 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. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. Enterprise. or you can browse all slides published into your workspaces. it may time out. 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. copy. • To create a new presentation by copying an existing presentation. 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. If you do not have Flash installed. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. sales opportunities. To work with presentations: 1. Group. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose.0. When you publish a PowerPoint file. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. If presentation assembly is disabled after presentations have been created. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. clone & customize.

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

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

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