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

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.Salesforce. assignment rule.

The following questions are representative of those on the Salesforce.com Certified Administrator exam. Web-to-Case.com Certified administrator – Study guide ( Winter ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. and the use of email templates Define Solutions and how they can be associated with Cases Build a Solution Category tree and assign Solutions to Categories Define suggested solutions and explain where to use them Describe what content is accessible via the Self-Service Portal Describe the ways to access the Self-Service Portal Build a Case Queue. These questions are not designed to test your readiness to successfully complete the certification 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. including Business Hours. but should be used to become familiar with the types of questions on the exam. Applications. 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. Sample Exam Questions training & CertifiCation 6 .Salesforce. escalation rules. assignment rule. The actual exam questions may be more or less difficult than this set of questions.

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

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

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

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

See “Creating Visualforce Email Templates. training & CertifiCation 11 . quotas.” All these email templates can include text. forecasts. If you aren’t certain you want to enable custom fiscal years. 2. 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. Section 9-4. Visualforce – Administrators and developers can create templates using Visualforce. generate weekly export data. Visualforce email templates allow for advanced merging with a recipient’s data. Once you’ve enabled custom fiscal years. 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. Warning: Custom fiscal years cannot be disabled once enabled. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. 6. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. 3. define your fiscal year. and attached files. 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. Optionally. You must either know HTML or obtain the HTML code to insert in your email template. Text – All users can create or change text email templates. Back up your current data. where the content of a template can contain information from multiple records. and other date-sensitive material.com Certified administrator – Study guide ( Winter ‘11) To enable custom fiscal years: 1. 5. merge fields. click OK.Salesforce. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. This change will affect opportunities and forecasts organization-wide. Click Enable Custom Fiscal Years. 4. a. 4. Actual b. Select Custom Fiscal Year. Click Setup | Company Profile | Fiscal Year. 2. Enabling custom fiscal years impacts your reports. click Cancel. 3. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs.

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

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

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

custom phone fields are displayed with the button. the time of day includes aM or PM notation. Lookup relationship fields are not available in Personal edition. and the lookup field is not required in the page layout. salesforce. for example.34. if a lookup field references a record that is deleted. a lookup relationship has no effect on record deletion or security. Values lose precision after 15 decimal places.com uses the round half even tie-breaking rule for currency fields. available for custom objects only. Salesforce. Note: if the decimal value is greater than 15. allows users to enter an email address. this can be useful if you export data to excel or another spreadsheet. Creates a relationship between two records so you can associate them with each other. Phone allows users to enter any phone number. for more information on relationships. Note: Salesforce. lookup relationship fields from campaign members to other objects are available. Note: Salesforce. allowing click-to-dial functionality. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users.com rounds numbers referenced in merge fields according to the user’s locale. not the number of decimal of spaces specified in the number field configuration. allows users to automatically calculate values based on other values or fields such as merge fields.Salesforce. Lookup relationship fields to campaign members are not available. 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. for example. Master-detail relationships cannot be used with campaign members. or roll-up summary fields. Salesforce.345 becomes 12.com Certified administrator – Study guide ( Winter ‘11) Field Type Currency Description allows users to enter a currency amount. −22. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity.34.com (apex) triggers. note that you can’t use custom email addresses for mass emails. Percent allows users to enter a percentage number. in reports. or custom objects.com automatically formats it as a phone number. however. allows users to enter a date or pick a date from a popup calendar and enter a time of day. this is treated as a real number and any leading zeros are removed. you can limit the data by specific dates using any custom date field. see overview of relationships.5 becomes 22. ‘10’.5 becomes 24. 12. on the associated record. the system automatically adds the percent sign to the number. Picklist allows users to select a value from a list you define. standard objects. See entering Phone numbers. users can choose the address when clicking Send an email. you can create a custom hierarchical relationship field to store each user’s direct manager. Values lose precision after 15 decimal places. See Building formulas and operators and functions. validation rules.5 becomes −22. training & CertifiCation 15 .345 becomes −12. 23. You can create lookup relationship fields that link to users. for example.com uses the round half up tie-breaking rule for numbers in formula fields.com uses the round half up tie-breaking rule for number fields.5 becomes −24. for example. and you add a percent sign to the number. Number allows users to enter any number. workflow rules. although you can create a master-detail relationship field on a custom object that links to a standard object. you can then display a related list to show all of the records that are linked to it.35 and −12. see overview of relationships. they can also add the current date and time by clicking the date and time link next to the field.345 becomes −12. Note: if you are using the Service Cloud’s call center.345 becomes 12. Note: Salesforce. the system automatically formats the field as a currency amount. a runtime error occurs. which is validated to ensure proper format. and −23. in reports. for example. you can limit the data by specific dates and times using any custom date field.com recommends that you do not use a custom phone field for fax numbers. if this field is specified for contacts or leads. Consequently. 12.35 and −12. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. for example.com sets the lookup field to null. and does not run any force. Date Date/Time allows users to enter a date or pick a date from a popup calendar. 22. for more information on relationships.Salesforce.

the UrL will open in a separate browser window.Salesforce. to enable encrypted fields for your organization. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. choose a custom account. a line break and a return character are added to the text. allows users to enter up to 255 characters of any valid website address. these 2 characters count toward the 32. these fields display each value separated by a semicolon. If your organization has custom lead fields. the maximum size for uploaded images is 1MB. numbers. There are some exceptions: ë You can map between text and picklist fields. underline. or opportunity field into which you want the information inserted when you convert a lead. Select Setup | Customize | Leads | Fields | Map Lead Fields. bold. the toolbar allows the user to undo. ë You can map fields of type Text or Text Area to long text area fields. see Using rich text area fields. To specify the mapping for custom lead fields: 1.000 character limit. • Remember to map custom lead fields to other custom fields of the same data type. You can set a maximum length.000 characters. Professional. that is. note that only the first 50 characters are displayed on the record detail pages. minimum. or opportunity fields.000 characters is allowed. for more information. 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. allows users to enter any combination of letters. or symbols that are stored in encrypted form. add a numbered or non-numbered list. However. contact. users can format the field content and add images and hyperlinks. or maximum value of related records. and Developer editions User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. indent. allows users to enter any combination of letters. jpeg and png file types are supported. redo. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. automatically displays the record count of related records or calculates the sum. for example. and opportunity fields. note that every time you press Enter within a long text area field. if desired.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. strike-out. Mapping Custom Lead Fields available in: Group. contact. With the use of a toolbar. add a hyperlink. Click Save. allows users to enter up to 255 characters that display on separate lines similar to a Description field. contact. Unlimited. the information from the standard lead fields is inserted into standard account. contact salesforce. up to 255 characters. italicize. only gif. You can set a maximum length of up to 175 characters.000 characters that display on separate lines similar to a Description field. Enterprise. numbers. or symbols. inclusive of all the formatting and HtML tags. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. and outdent. the maximum field size is 32. For each custom lead field. training & CertifiCation 16 . When users click on the field. You can set the length of this field type to a lower limit. this data type is not available for activities or products on opportunities.com. modify alignment. any length from 256 to 32. upload or link to an image. you can specify how you want that custom information converted into custom account. allows users to enter up to 32. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value.

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

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

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

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

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

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

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

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

To schedule a dashboard refresh: 1. from the drop-down button. Unlimited. training & CertifiCation 25 . to send an email that includes the refreshed dashboard to additional users..com Certified administrator – Study guide ( Winter ‘11) Section 9-14. select a dashboard from the View Dashboard drop-down list. On the Dashboards tab. a Refreshing Dashboard field displays at the top right corner of the dashboard. The user in the Running User field determines the dashboard’s level of access to data. giving all users who can view the dashboard access to data they might not be able to see otherwise. 3... 2. after a refresh completes. 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. 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.Salesforce. This functionality bypasses all security settings. • Click Others.. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. Click Refresh to replenish your dashboard with the most recent data. Users can view the dashboard after they log in. If necessary. In email applications that do not support HTML. weekly. If your dashboard data does not refresh after 10 minutes. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes.. field at the top right corner of the dashboard. the refresh automatically stops. 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. Furthermore. When you refresh a dashboard. Section 9-15. Refreshing Dashboard Data available in: Group. 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. the notification displays text that includes a link to the dashboard in Salesforce CRM. When dashboard data is refreshing. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. click Refresh again. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. Professional. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Enterprise. users view the most current data.

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

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

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

Solution Manager. Solution Manager. Create and edit account assignment rules. Standard User. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. displays your custom sidebar on all pages in Salesforce CrM. Manually assign accounts to territories. Standard User. Marketing User. Standard User. View dashboards based on reports Send Email Send email to a single contact or lead. Solution Manager. Marketing User. Marketing User. Products show in Offline Specify if products and price books are available in force. 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. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Contract Manager administrator. Mass transfer leads via the Mass transfer feature. the “Show Customer Sidebar on all Pages” permission is not available. this permission is only available for customizable forecasts. add and remove users from territories. Contract Manager administrator. Standard User. Standard User. Contract Manager none Mass Email Send bulk emails to contacts and leads. if the Show Custom Sidebar Components on All Pages user interface setting is selected. 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. instead of the Salesforce user database Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none training & CertifiCation 29 . Marketing User. Contract Manager. Standard Platform User. read only. Marketing User.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). 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. run reports. Marketing User. Standard User. Contract Manager administrator.Salesforce. Standard User. Standard Platform one app User administrator. Solution Manager. Solution Manager. Contract Manager administrator. Solution Manager. Marketing User. read only. run Self-Service reports Create and edit territories. Solution Manager.com offline Run Reports View the reports tab. Contract Manager administrator.

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

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

7. Any user can do this via the Campaign History related list on a contact. Unlimited. or person account to a campaign and update that individual’s campaign status. For example. and click Save. lead. lead. ▪ ▪ After deploying a custom report type. lead. such as via a phone call to a sales rep. In the Campaign History related list. To associate a contact.Salesforce. we recommend that you clarify how the object relationships affect report results. or person account with a campaign: 1. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. 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. 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. consider describing that report as This allows you to report on accounts and their contacts. Updating Campaign History available in: Enterprise. click Edit next to the campaign name. Change the Status of the individual. Select the Status of the individual for the campaign. or person account on an existing campaign: 5. lead. 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. Accounts will display if they have no contacts. when entering a description for your custom report type. 3. Furthermore. click Add Campaign. and click Next. For example. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. Select the campaign.” Section 9-19. In the Campaign History related list. 2. and click Save. View the detail page of the individual you want to link to the campaign. 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. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to update contact campaign history: “read” on campaigns anD “read” on contacts to update lead campaign history: “read” on campaigns anD “read” on leads to update person account campaign history: “read” on campaigns anD “read” on accounts and contacts For campaigns that elicit responses one-by-one. training & CertifiCation 32 . 6. To update the member status for a contact. you can manually link a contact. 4. or person account.

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

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

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

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

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

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

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

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

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

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

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

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

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

it may time out. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. on the content details page click Edit | Edit Presentation. Depending on whether you want to create. or modify a presentation. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. version 9.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. You can publish the presentation to a public workspace or keep it in your personal content area. Group. 2. Professional. Note: Working with presentations requires Adobe Flash® Player. on the content details page click Clone & Customize. and new customers Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns Creating and Modifying Presentations in Salesforce CRM Content Section 9-30. To work with presentations: 1. or modify a presentation. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. click the Workspaces tab and then choose Create New | Presentation. Unlimited. When you publish a PowerPoint file. If you do not have Flash installed. 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. select a specific training & CertifiCation 46 . clone & customize. • To modify a presentation and save it as a new version.0. • To create a new presentation. copy.com does not delete existing presentations but they cannot be customized or modified. Salesforce. • To create a new presentation by copying an existing presentation. Salesforce.Salesforce. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides.com provides a link to Adobe’s website where you can download Flash for free. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. sales opportunities.11. In this case. Enterprise. 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. 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. or you can browse all slides published into your workspaces. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides.5 or higher. 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. In Salesforce CRM Content. To refine your results. Note: When you create. If presentation assembly is disabled after presentations have been created.

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

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

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