Salesforce.

com Certified Administrator

Study Guide
Spring ‘11

training & CertifiCation

Salesforce.com Certified administrator – Study guide (Spring ‘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 .........................................................................................................................14 Custom field types .........................................................................................................................................15 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..................................................................................................................................24 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................31 Defining Custom report types ..................................................................................................................31 Updating Campaign History .......................................................................................................................33 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................36 What is the automated Case User used for?.........................................................................................36 Categorizing Solutions ..................................................................................................................................36 Creating Custom object tabs .....................................................................................................................37 Creating events .................................................................................................................................................38 organization-Wide Default Sharing rule for Calendar access ......................................................41 Creating Custom List Views .........................................................................................................................42 enabling territory Management................................................................................................................46 google adWords ..............................................................................................................................................46 Creating and Modifying Presentations in Salesforce CrM Content ............................................47

training & CertifiCation

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

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

Weighting
3%

training & CertifiCation

2

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

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

2%

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

3%

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

5%

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

17%

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3

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

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

and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. including Business Hours. These questions are not designed to test your readiness to successfully complete the certification exam. Applications. 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. escalation rules. The following questions are representative of those on the Salesforce.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. The actual exam questions may be more or less difficult than this set of questions.com Certified Administrator exam. Sample Exam Questions training & CertifiCation 6 . Web-to-Case. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6. assignment rule. but should be used to become familiar with the types of questions on the exam.Salesforce.

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

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

if their profile has IP address restrictions set. and the security token is XXXXXXXXXX. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. if a user’s password is mypassword. When a user changes his/her password or resets the security token. then the user must enter mypasswordXXXXXXXXXX to log in. For example. API and desktop client users cannot log in to Salesforce CRM unless their IP address is included on your organization’s list of trusted IP addresses or on their profile. The activation link included in the email is valid for up to 24 hours from the time the user clicked the Send Activation Link button. as defined in your organization’s login lockout settings: ▪ ▪ Each time a user is prompted to click the Send Activation Link button Each time a user incorrectly adds his/her security token to the end of his/her password to log into the API or a client training & CertifiCation 9 .Salesforce. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. the login is blocked. For more information on API login faults. 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.com Certified administrator – Study guide (Spring ‘11) • If the user’s login is from an IP address in your organization’s trusted IP address list. the activation link expires and users must repeat the activation process to log in. the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user’s Salesforce CRM record. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. However.com Web Services API Developer’s Guide. The security token is valid until a user resets the security token. if the security token is enabled for your organization. For access via the API or a client. If single sign-on is enabled for your organization. The email instructs the user to copy and paste an activation link into the browser to activate the computer for logging in to Salesforce CRM. 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. see the Core Data Types Used in the API Calls topic in the Force. 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. Furthermore. the login is allowed. the user’s security token is automatically reset. users must add their security token to the end of their password to log in. After 24 hours. Whenever a login is blocked or returns an API login fault. changes the password. A security token is an automatically generated key from Salesforce CRM. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. or has the password reset. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. Partner portal and customer portal users aren’t required to activate computers to log in.

The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. you’ll see the tabs that are set for your profile. To add or remove related lists. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. To prohibit users from using the system on a specific day. Note: If a user logs in before the restricted hours. if you have multiple apps. Select an object from the drop-down list and click Customize My Pages to customize your display. Select the dashboard to use and click Save. 3. 2. Click Save. 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. Section 9-2. 5. set the start and end times to the same value. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. make sure you’ve exported any data related to fiscal periods. and click Save. change the display order if desired. set which related lists display on your detail pages. select a related list title and click the Add or Remove arrow.com Certified administrator – Study guide (Spring ‘11) Setting Login Hours Permission Needed: “Manage Users” You can set the hours when users with a particular profile can use the system. training & CertifiCation 10 . For your Home tab. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. Add each tab you want to display. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. By default. Set the days and hours when users with this profile can use the system. the system ends the user’s session when the restricted hours begin. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure.Salesforce. customize the dashboard snapshot that displays on the Home tab. select a related list title in the Selected List box and click the Up or Down arrow. For all other tabs. to change which tabs display in each app. 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. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. Select “None” for the start and end times to allow users to be logged in at any time. Click Edit in the Login Hours related list. Note: Before enabling custom fiscal years. Click Setup | Manage Users | Profiles and select a profile. Click Save when finished. 6. 1. Section 9-3. To change the order of the related lists. 4.

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

Force. a custom object.com recommends that you leave the text-only version blank. For Force. If you leave the text-only version blank. or text): For text templates. Web-to-Lead Web-to-Case Email-to-Case or On-Demand Email-to-Case Assignment rules Escalation rules Auto-response rules Note: Email templates used in the following features must be both public and active: To view a template. or merge fields.com pages (Visualforce) markup references components in installed managed packages such as another class.com pages templates without HTML tags. ë Note: Salesforce. To manage your personal email templates.com pages. Salesforce automatically creates the text-only content based on the current HTML version. click Your Name | Setup | Email | My Templates. click Your Name | Setup | Communication Templates | Email Templates. HTML. subject. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. To edit or delete a template. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page.com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record. A button to check the spelling of your template is available for text templates and Force. the Version Settings related list shows the package versions of the installed managed packages containing the referenced components. edits to the HTML version are not reflected in the text-only version.com pages (Visualforce) markup. click Edit to change the message content.com pages email template. click Edit or Del next to the template name in the list. training & CertifiCation 12 . the text-only version is automatically generated when you edit the HTML version. The options vary depending on the template type (custom. Click New Template to create any type of email template. • If the Force. and so on. Note: You cannot send a mass email using a Force. You can also use text and HTML templates when you send mass email. If you have permission to manage public email templates. If you choose not to leave the text-only version blank and instead manually create a text-only version. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. • The Visualforce Attachments related list indicates which attachments are being generated through Force. click the template name in the list. • Click Edit Text Version to change the content or merge fields of the text-only version.com pages templates: • Click Edit Template to change the markup of the template page. a trigger. When you leave the ▪ text-only version blank.Salesforce.

see Cloning Email Templates. support processes. you can click [Change] next to the Author field to select a different author. • Click Delete to remove the template. Section 9-5. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization.com Certified administrator – Study guide (Spring ‘11) ë Click Send Test and Verify Merge Fields to view a sample of the template populated with data from records you choose and send a test email. Managing Record Types available in: Enterprise.com code (Apex) script. • Alternatively. To select a file: • Click the Search in Documents link to search for files in the Documents tab. For more information. Unlimited. For more information. • Click Clone to clone a template. the author is the person who created the email template. and solution processes: opportunity Stage. 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. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. 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. You can change the name of this record type. • If “Developer Mode” is enabled. Create record types for cases to display different page layouts for your customer support cases versus your billing cases.Salesforce. Person accounts are account records to which a special kind of record type has been assigned. click Show Dependencies to see what components the template references. and you can create additional person account record types. ë Click Attach File from the Attachments related list to add an attachment to the template. Record types can be used in various ways. Lead Status. Initially. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. These record types are called person account record types. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. • If you have the “Manage Public Templates” permission. and offer different picklist values for each. see Understanding Dependencies. 13 ▪ training & CertifiCation . and page layouts to different users based on their profiles. and solution Status. case Status. lead processes. picklist values. The attached file is included in every email that uses the template. If you select an image logo or other graphic file. You cannot delete all the record types for an object if the object is referenced in a Force.

For example. The most restrictive field access settings of the two always apply. and then click Fields.Salesforce. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. click View next to the tab you want to modify. Setting Field-Level Security Section 9-6. click a tab or activity link. ë Select a profile to change the field access for users with that profile. custom links. the Salesforce CRM partner portal.com Certified administrator – Study guide (Spring ‘11) ▪ You cannot deactivate a record type if it is in use by an email routing address for Email-to-Case or On-Demand Email-to-Case. and when synchronizing data or importing personal data. Specify whether the fields should be visible. the field-level security overrides the page layout and the field will be read only for the user. To define field-level security: 1. list views. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. 3. search results. 2. or editable (visible without read only) for users based on their profile. ë In the Field-Level Security section. and then click Edit. read only.com Connect Offline. After setting field-level security for users based on their profiles. available in: Enterprise. ë Select the field you want to modify. Click Save. the Salesforce CRM customer portal. Important: The following user permissions override field-level security: ▪ ▪ ▪ “Modify All Data” “View All Data” “View Encrypted Data” You can define field-level security from a profile or from a particular field. ë Click Set Field-Level Security. training & CertifiCation 14 . Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. Unlimited. The settings also override any lessrestrictive field access settings on the page layouts. reports. if a field is required in the page layout and read only in the field-level security settings. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. Note: These field access settings apply throughout Salesforce CRM. email and mail merge templates. you can: ▪ Create page layouts to organize the fields on detail and edit pages. Force. hidden.

you can then display a related list to show all of the records that are linked to it. Lookup relationship fields to campaign members are not available. for more information on relationships. allows users to automatically calculate values based on other values or fields such as merge fields. Section 9-7. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values.com (apex) triggers. Below is a description of each custom field type. for example. note that you can’t use custom email addresses for mass emails. see overview of relationships. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. however. for example. which is validated to ensure proper format. a lookup relationship has no effect on record deletion or security.5 becomes -24. Custom Field Types The first step in creating a custom field is choosing the type of the field. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. 20 of which are reserved for prefix or suffix text. you can limit the data by specific dates and times using any custom date field. use “true” for checked values and “false” for unchecked values. allows users to enter a currency amount. on the associated record. When using a checkbox field for a report or list view filter. or roll-up summary fields. in lookup dialog search results. allows users to enter an email address. and -23.345 becomes -12. the maximum length of any autonumber field is 30 characters. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. for example. You can create lookup relationship fields that link to users.5 becomes 24. Lookup relationship fields are not available in Personal edition. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. you can limit the data by specific dates using any custom date field. for example. validation rules. -22. and the lookup field is not required in the page layout. Values lose precision after 15 decimal places. Verify users’ access to fields by checking the field accessibility grid. or custom objects. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields.5 becomes -22. and does not run any force. allows users to check a box. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. Note: Salesforce uses the round half even tie-breaking rule for currency fields. Lookup Relationship training & CertifiCation 15 . Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. and in the key lists on tab home pages. 23. 22. 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. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. if a lookup field references a record that is deleted. Set the fields that display in search results. Creates a relationship between two records so you can associate them with each other. in reports. they can also add the current date and time by clicking the date and time link next to the field.34. 12. See Building formulas and operators and functions. if this field is specified for contacts or leads. users can choose the address when clicking Send an email. workflow rules. 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 (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. standard objects. the time of day includes aM or PM notation.Salesforce. This process reduces the number of page layouts for you to maintain. indicating a true or false attribute of a record.5 becomes 22. then use page layouts primarily to organize detail and edit pages within tabs.35 and -12. in reports.345 becomes 12. this can be useful if you export data to excel or another spreadsheet. They also may be visible to users even though they reference fields your users can’t see. allows users to enter a date or pick a date from a popup calendar and enter a time of day.Salesforce sets the lookup field to null. Universally required fields always display on edit pages regardless of field-level security. lookup relationship fields from campaign members to other objects are available. the system automatically formats the field as a currency amount. you can create a custom hierarchical relationship field to store each user’s direct manager.

See entering Phone numbers. allows users to enter up to 255 characters of any valid website address. underline.345 becomes 12. italicize. Unlimited. custom phone fields are displayed with the button. the UrL will open in a separate browser window. these 2 characters count toward the 32. Consequently. Salesforce automatically formats it as a phone number.000 characters is allowed.com Certified administrator – Study guide (Spring ‘11) Field Type Master-Detail Relationship Description Creates a relationship between records where the master record controls certain behaviors of the detail record such as record deletion and security. Values lose precision after 15 decimal places. You can set the length of this field type to a lower limit. modify alignment. add a numbered or non-numbered list. contact salesforce. You can set a maximum length. Note: if the decimal value is greater than 15. only gif. available for custom objects only. With the use of a toolbar. Salesforce rounds numbers referenced in merge fields according to the user’s locale. bold. allows users to enter any combination of letters. Number allows users to enter any number. any length from 256 to 32. to enable encrypted fields for your organization. Phone allows users to enter any phone number.com. redo.Salesforce. Professional. the maximum size for uploaded images is 1MB. or symbols that are stored in encrypted form. strike-out.com recommends that you do not use a custom phone field for fax numbers. Percent allows users to enter a percentage number. or maximum value of related records. When users click on the field. a line break and a return character are added to the text. automatically displays the record count of related records or calculates the sum. Mapping Custom Lead Fields available in: Group. or symbols. jpeg and png file types are supported. upload or link to an image. minimum. add a hyperlink. allows users to select more than one picklist value from a list you define. see Using rich text area fields.345 becomes -12. for example. the toolbar allows the user to undo. numbers. allows users to enter up to 255 characters that display on separate lines similar to a Description field. numbers.34. allows users to enter up to 32. see overview of relationships. Note: if you are using the Service Cloud’s call center. for example. and you add a percent sign to the number. Master-detail relationships cannot be used with campaign members. 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.000 characters that display on separate lines similar to a Description field. ‘10’. although you can create a master-detail relationship field on a custom object that links to a standard object.000 characters. the system automatically adds the percent sign to the number. this data type is not available for activities or products on opportunities. for more information on relationships. this is treated as a real number and any leading zeros are removed. the maximum field size is 32. these fields display each value separated by a semicolon. inclusive of all the formatting and HtML tags. and outdent. for more information. users can format the field content and add images and hyperlinks. Enterprise. if desired. a runtime error occurs. and Developer editions training & CertifiCation 16 . a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. note that every time you press Enter within a long text area field. salesforce. allows users to enter any combination of letters. note that only the first 50 characters are displayed on the record detail pages. for example. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. not the number of decimal of spaces specified in the number field configuration. 12. up to 255 characters.000 character limit. You can set a maximum length of up to 175 characters. indent. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. Note: Salesforce uses the round half up tie-breaking rule for number fields. allowing click-to-dial functionality.35 and -12.

Salesforce. Click Save. contact. the information from the standard lead fields is inserted into standard account. Products. Documents. Opportunities. Contracts. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. There are some exceptions: ë You can map between text and picklist fields. that lead field mapping will be deleted. and opportunity fields.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. Price Books. currency. Assets. • Remember to map custom lead fields of type Number.com disable this feature): Renaming salesforce. if your lead currency field has a length of 3 and 2 decimal places. contact. choose a custom account. 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. and release communications. contact. or Percent to other number. However. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. Cases. Select Setup | Customize | Leads | Fields | Map Lead Fields. If you’re ready to move ahead with this feature. support. Please review the information below in detail. and Solutions. ë Do not map custom formula fields to other formula fields or any other type of field. For each custom lead field. If your organization has custom lead fields. ë You can map fields of type Text or Text Area to long text area fields. or Picklist. or percent fields of exactly the same length and decimal places. contact. Campaigns. map it to another custom currency field with a length of 3 and 2 decimal places. Leads.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. Section 9-9. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. Contacts. especially in the areas of help. Partners.Salesforce. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. To specify the mapping for custom lead fields: 1.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. and opportunity. For example. training & CertifiCation 17 . ë Roll-up summary fields are not available for mapping lead fields of converted leads. training. you can specify how you want that custom information converted into custom account. ë You can map auto-number fields to fields of type Text. Note: If you change the data type of any custom field used for lead conversion. or opportunity fields. Currency. or opportunity field into which you want the information inserted when you convert a lead. • Remember to map custom lead fields to other custom fields of the same data type. that is. Text Area. please follow the instructions at the end of this message.

com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. will automatically reflect the new terminology you define. Some fields are only displayed to administrators when creating or editing users. all references to “accounts” will be changed automatically to “companies. 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. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. if you rename Accounts to Companies. if you already have a custom email template titled “Account Health Check. User Fields The available fields vary according to which Salesforce CRM edition you have. training & CertifiCation 18 . In other words.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. Section 9-10. object. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. record types. In addition. 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. page layouts. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. including Personal Setup pages. you can also create your own online help and user documentation. For example. reports. views. Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. and communication templates. For example. however. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM.Salesforce. This list includes but is not limited to custom fields. Where will the new tab.” you’ll have to change it to “Company Health Check” to reflect your new terminology. You will need to rename each tab manually. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. your users will first see a new overview page when they click on our online help links. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. and field names show up within the application? All Salesforce CRM pages accessible by your end users. 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. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. If your organization renames tab and object names. administrative checkbox that enables or disables user login to the service.

com. fax number for a user. City portion of the user’s address. but is not supported by some older email software. this user can also approve approval requests for users. Up to 40 characters are allowed in this field. in organizations using Professional. forecasts. available only in organizations that use divisions to segment their data. the default division is not used. available only for organizations that use multiple currencies. Up to 8 characters are allowed in this field. enables development mode for creating and editing force. available only for organizations that use multiple currencies.com pages (Visualforce). UTF-8 (Unicode) represents all characters for all the world’s languages. EUC-JP. Division that is applied. including creation date and time. the name of the call center to which this user is assigned. name of the associated contact if the user is a partner user. PC Sales group. and Unlimited edition.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. and ISO-2022-JP are useful for Japanese users. Up to 255 characters are allowed in this field. Up to 40 characters are allowed in this field. Up to 40 characters are allowed in this field. indicates whether the user is allowed to use customizable forecasting. this setting does not restrict the user from viewing or creating records in other divisions. this field is not available if your organization has disabled your choice to receive emails from salesforce. Users can change their division at any time. unless he or she explicitly sets a different division. this must be one of the active currencies for the organization. Up to 80 characters are allowed in this field. by default. Short name to identify a user on list pages. Depending on the approval process settings. User who created the user. reports. this field is only visible to organizations that have force. opt in to receive administrator-targeted promotional emails from salesforce. (read only) training & CertifiCation 19 . the default currency for all currency amount fields in the user record. first name of a user. Company name where the user works. a user’s individual Language setting overrides the organization’s Default Language. the primary language for the user. the value used to identify a user for federated authentication single sign-on. email address of a user. to all new accounts and leads created by the user. Character set and encoding for outbound email sent by a user from within Salesforce. (read only) User’s default currency for quotas. Must be a valid email address in the form: jsmith@acme.com. User’s default currency setting for new records. indicates whether an aPi token has ever been reset. group that user works for. Up to 80 characters are allowed in this field. Shown only in organizations using multiple currencies. for example. Country portion of the user’s address. enterprise. such as Customer Support. Salesforce.com. as displayed on the user edit page. not available in Personal edition or group edition. Up to 40 characters are allowed in this field. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. and other pages where the entire name does not fit. Up to 40 characters are allowed in this field. and reports.com Certified administrator – Study guide (Spring ‘11) Field Address Admin newsletter Alias Allow Forecasting Api Token Call Center City Company Contact Country Created By Currency Default Currency ISO Code Default Division Description Street address for a user. Company division to which user belongs. When users create records related to an account or other record that already has a division.Salesforce. time of day a user generally stops working. ISO8859-1 represents all Latin characters and should be used by english-speaking users. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login.com pages enabled. Used to define the times that display in the user’s calendar. all text and online help is displayed in this language. the new record is assigned to the existing record’s division. Shift_JIS. the organization’s Display Language applies to all users. identifying number for a user.

Salesforce CrM lets you inactivate users who are referenced in the Manager field. for all other users. if no mobile configuration is specified. Up to 80 characters are allowed in this field. their personal locale. as displayed on the user edit page. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. Mobile Configuration the mobile configuration assigned to the user. Note: Unlike other hierarchy fields. (read only) Combined first and last name of a user. administrative field that defines a user’s permission to perform different functions within the application. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. this field is not available if your organization has disabled your choice to receive emails from salesforce. as displayed on the user detail page. to receive real-time email alerts. granting the user access to Salesforce CrM’s mobile capabilities. leads. and number fields. preventing you from selecting a user who directly or indirectly reports to himself/herself. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale.com offline. and delete campaigns and configure advanced campaign setup. User who last changed the user fields. whereas the Chinese (China) locale displays the name as Johnson Bob. if selected. or authors. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. Up to 40 characters are allowed in this field. administrative checkbox that indicates whether a user has access to use force. including modification date and time.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user. 14:00). the Locale setting affects the format of date. the user must also select the Receive Salesforce Content Email Alerts checkbox. Up to 40 characters are allowed in this field. allocates one Salesforce CrM mobile license to the user. Mobile Mobile User Cellular or mobile phone number.Salesforce. to receive email. for Personal and group edition users. whereas in the english (United Kingdom) locale. Phone number of a user. tags. Checkbox that specifies if the user was created via self-registration to a customer portal. for example. opt in to receive user-targeted promotional emails from salesforce. this field establishes a hierarchical relationship. overrides the organization setting. this field defaults to the mobile configuration assigned to the user’s profile. they display using a 24-hour clock (for example. if selected. Modified By Name Newsletter Offline User Phone Self-Registered via Customer Portal Profile Receive Salesforce Content Daily Digest Receive Salesforce Content Email Alerts training & CertifiCation 20 . Manager Lookup field used to select the user’s manager. Country or geographic region in which user is located. tags. Marketing User Checkbox that indicates whether a user has access to create. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. for example. available at Setup | My Personal Information | Personal Information. edit. indicates the type of user license. the locale is set at the organization level via Setup | Company Profile | Company Information. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. 2:00 PM). and contacts. disable the checkbox for all your users. to use the campaign import wizards. workspaces. date/time.com. 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). Bob Johnson in the english (United States) locale displays as Bob Johnson. or authors. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. available in enterprise and Unlimited editions only.com. the Locale setting also affects the first and last name order on Name fields for users. the Mobile User checkbox is enabled by default for Unlimited edition users. workspaces.

For leads. training & CertifiCation 21 . Up to 20 characters are allowed in this field. When transferring accounts. fill in the name of new record owner. you can transfer to users or queues. If your organization uses divisions. 6. Used to define the times that display in the user’s calendar. checkbox to set the division of all transferred records to the new owner’s default division. Listing of custom links for users as set up by your administrator.. time of day a user generally starts working. Up to 20 characters are allowed in this field. amount of disk storage space the user is using. you can: • Select the Transfer open opportunities. In the Transfer to field. specifies that the user will receive email notification whenever he or she executes force.” 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. checkbox if you want to transfer open opportunities owned by other users that are associated with the account.. roles are selected from a picklist of available roles.com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization.. 7.com code (apex) that surpasses more than 50% of allocated governor limits. select the Change division. State or province portion of a user’s address. Up to 80 characters are allowed in this field. you can transfer from users or queues.Salesforce.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. 2. Primary time zone in which a user works. 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. Enterprise. Professional. Section 9-11. Users in arizona should select the setting with “america/Phoenix. Up to 80 characters are allowed in this field. and Unlimited editions only. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. Transferring Records available in: Group. Unlimited. 5. Choose Setup | Data Management | Mass Transfer Records. Zip code or postal code portion of a user’s address. enterprise. For leads. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records.. 3. 4. fill in the name of the existing record owner in the Transfer from field. which can be changed by an administrator. Before transferring a record. Click the link for the type of record to transfer. not available in Personal edition or group edition. such as Western region Support Manager. Optionally. administrative field that defines the user’s login. if selected. available in Developer.

open opportunities owned by the current account owner. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1.com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. 10.. Note: Mass transfers do not trigger workflow rules.” 9. Leads Access to Transferred Items When transferring accounts and their related data in Professional. Click Transfer. sharing rules. Any relevant sharing rules are then applied to the data based on the new owners. Optionally. Enterprise. Section 9-12. 2. • Select the Transfer open cases. • 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. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . check the box in the column header to select all currently displayed items. you could search accounts in California by specifying “Billing State/Province equals CA. 11. Setting Up Web-to-Lead available in: Group. Click Setup | Customize | Leads | Web-to-Lead. or sales teams is removed.Salesforce. some associated items that are owned by the current record owner are also transferred to the new owner.. closed opportunities and open opportunities owned by other users. For example. and Developer Editions. open activities are not transferred. all previous access given by manual sharing. Select the checkbox next to each record you want to transfer. Unlimited. Enterprise. Deselect this checkbox if you want to remove the existing account team associated with the account. Fill in search conditions that the records you’re transferring must match. Professional. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. Transfer of Associated Items When you change record ownership. Choose Find to look for records that match. closed opportunities owned by other users aren’t changed. and optionally. open activities. 8. notes. attachments. open activities. Unlimited. This option applies only to closed opportunities owned by the account owner. When transferring leads to a queue. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only).

4. • For organizations using multiple currencies. Click Finished. all new leads are marked as “Unread. 3. Users can select the My Unread Leads list view to quickly locate all their new leads. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. All leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. add the Lead Currency field if you add any currency amount fields. otherwise. Specify the complete URL to which users should be directed after they submit their information. 9. To select the fields to include on your Web-to-Lead form.Salesforce. 5. and click Generate. if you set up response rules to use different email templates based on the information submitted. This URL could be a “thank you” page or your company’s home page. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. Leave this option blank if you don’t wish to send emails when no response rules apply. 8. 6. Use the Up and Down arrows to change the order of the fields on your form. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. This line redirects you to a debugging page when you submit the form. training & CertifiCation 23 . • For organizations using record types on leads. all amounts will be captured in your corporate currency. Don’t forget to remove it before releasing the Web-to-Lead page to your website. To create and generate a Web-to-Lead form. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. Click Save. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. If you want to test the Web-to-Lead form. this template must be marked as “available for Use. For Web leads that are generated as part of a campaign. the default response template is used when no response rules apply. 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. If your organization uses the translation workbench or has renamed tabs.” Note: auto-response rules are not available in group edition. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products.com Certified administrator – Study guide (Spring ‘11) Web-to-Lead Setting Web-to-Lead Enabled Default Lead Creator Default Response Template Description enables Web-to-Lead. add the line <input type=”hidden” name=”debug” value=”1”> to your code. select the language for the form labels displayed on your Web-to-Lead form. • Be sure to select the Campaign field (and optionally. click Create Web-to-Lead Form. In addition.” and are changed to “Read” only when the lead owner views or edits that lead. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your website. 7. The source of your Web-to-Lead form is always in your personal language.

4. Select Include attachments. 5. 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. training & CertifiCation 24 . Default Locale and Currency Locale. Also. which is needed to export data. If desired. 3. This option is only available if a week has passed since your last export. Select the types of data to include in your export. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. 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. all account fields are included in the account data.Salesforce.com. 1. Note: If you give a user the “Weekly Data Export” permission. Click Setup | Data Management | Data Export and Export Now or Schedule Export. All universally required fields must have a value before a record can be created via Web-to-Lead.. If your organization is configured for data export. select the frequency. Exporting Backup Data available in: Enterprise. • If your organization uses divisions. contact salesforce. start and end dates.com Certified administrator – Study guide (Spring ‘11) Note: The format for date and currency fields captured online is taken from your organization’s default settings.. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. Section 9-13. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. You can export all your organization’s data into a set of comma-separated values files. 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. 2. the contact data only includes the fields shared by contacts and person accounts. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. Customer Support is notified of the problem so we can help you correct it. The Export Now option prepares your files for export immediately. Also. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. Note the following: • Formula and roll-up summary fields are always excluded from exports. To sign up for the Data Export Service. • If your organization uses person accounts and you’re exporting accounts. Select the desired encoding for your export file. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. person account records are included in the contact data. indicate who should be notified by email when the backup files are ready. If your organization exceeds its daily Web-to-Lead limit. if a new lead cannot be generated due to errors in your Web-to-Lead setup. • If your organization uses person accounts and you’re exporting contacts. However. and time of day for your scheduled export. you can include all data in your export file. 6. If you’re scheduling your export. if you want your export data to include attachments.

field at the top right corner of the dashboard. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. you may have to make adjustments to the export file before viewing it. you can send an email notification to yourself and other users that includes the dashboard in HTML format. as opposed to an automated program. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. You have 48 hours to download the zip file from this page. Section 9-14. Refreshing Dashboard Data available in: Group.com Certified administrator – Study guide (Spring ‘11) 7. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. Note: For security purposes. users view the most current data.. click Start Export. rather than the position of the columns. When you refresh a dashboard. Salesforce CRM creates CSV files of your data. Salesforce CRM may require users to pass a user verification test to export data from their organization. it will be deleted. This simple. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. and emails you when the file is ready. Click Refresh to replenish your dashboard with the most recent data. If you’re running the export now.. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. training & CertifiCation 25 . weekly. Unlimited. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. zips them into one archive. Depending on the encoding selected. Professional. after a refresh completes. has correctly entered the text into the overlay. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. If necessary. Furthermore. the refresh automatically stops. click Save. text-entry test helps prevent malicious programs from accessing your organization’s data. click Refresh again.Salesforce. after that. Note that the words entered into the text box field must be separated by a space. If your dashboard data does not refresh after 10 minutes. When dashboard data is refreshing. Enterprise. To pass the test. If you scheduled the export.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. 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. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. Section 9-15. a Refreshing Dashboard field displays at the top right corner of the dashboard. 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.

click Setup | Monitoring | Scheduled Jobs. To delete a scheduled dashboard refresh: 1. click the Find available options. 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. select the frequency at which the dashboard refreshes. or Monthly fields. Tip: Optionally. more options display that allow you to refine the frequency criteria. This functionality bypasses all security settings. The scheduled refresh is permanently deleted and not sent to the Recycle Bin..com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML.. You can only send dashboard refresh notifications to email addresses included on Salesforce user records.. the notification displays text that includes a link to the dashboard in Salesforce CRM. Click Refresh and choose Schedule Refresh.. specify the dates during which you wish to schedule dashboard refreshes. To view the All Scheduled Jobs page. Users can view the dashboard after they log in. to send an email that includes the refreshed dashboard to additional users. When you click the Daily. Click Del to permanently delete all instances of the scheduled dashboard refresh. giving all users who can view the dashboard access to data they might not be able to see otherwise. The user in the Running User field determines the dashboard’s level of access to data. link to choose a preferred start time for the dashboard refresh. Schedule the dashboard refresh: • In the Frequency field.Salesforce. On the Dashboards tab. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 . • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. • In the Start and End fields. • Click Others. 3. Click Delete. 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. select a dashboard from the View Dashboard drop-down list. To schedule a dashboard refresh: 1. from the drop-down button. Weekly. 2.... 4. 5. Click Save to schedule the dashboard refresh.. Click Refresh and choose Schedule Refresh. 2. from the drop-down button. 3. Select a notification setting to send an email when the dashboard refresh finishes: • Click Me to send an email that includes the refreshed dashboard to the email address specified on your Salesforce CRM user record. • In the Preferred Start Time drop-down list.

Note that users must log in to Salesforce CRM to view the report the dashboard component represents. then the dashboard will only refresh on months that have 31 days. Dashboards refresh in the time zone of the user who schedules the refresh. if the Time Zone field on your user record is set to Pacific Standard Time. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. To send a dashboard refresh notification to other users. the dashboard must be in a public folder with access granted to others.Salesforce. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. If you schedule a dashboard to refresh on a specific day of every month. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. In HTML-formatted dashboard refresh notifications. To view the report that a table or metric dashboard component represents. if you schedule a dashboard to refresh on the 31st day of every month. 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. For example. For example. choose “last” from the On day of every month drop-down list.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. the dashboard may refresh any time between 2:00 PM and 2:59 PM. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. Create. Contract Manager administrator. After users receive dashboard refresh notifications in their email clients. the dashboard will only refresh on months that have that specific day. edit. and you schedule a dashboard to refresh every day at 2:00 PM. General Permissions The following table shows the general permissions associated with each standard profile. depending on how many other dashboards are scheduled to refresh at that time. if you select 2:00 PM as your preferred start time. and delete contracts apply an approved status to a contract Profiles administrator. Dashboard components that include S-controls may not display in dashboard refresh notifications. Contract Manager training & CertifiCation 27 . users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. Dashboards will not refresh as scheduled if the user in the Running User field does not have access to the folder in which the dashboard is stored. For example. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. If you want a dashboard to refresh on the last day of every month. Users must log in to Salesforce CRM to view S-control data displayed in real time. users must click the name of the first column on the table or the metric label.

edit. create. Contract Manager Create and Customize Reports View the reports tab. this permission is only available for customizable forecasts. Contract Manager administrator. run. and opportunities Profiles administrator. Standard User. Standard User. Standard User. and edit contracts install or uninstall appexchange packages from the appexchange Create. Solution Manager. Contract Manager administrator. create. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Standard User. this permission is not available for customizable forecasts. Standard User. Marketing User. Solution Manager. 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 training & CertifiCation 28 . Marketing User. Standard User. and delete events Edit Forecasts Create. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Solution Manager. Solution Manager. Marketing User. Marketing User. Standard User. Solution Manager. Contract Manager administrator. When you convert to customizable forecasts. Marketing User. Solution Manager. Contract Manager administrator. and delete reports. Contract Manager administrator. edit. Marketing User. Marketing User. activate. contacts. Standard User. Solution Manager. Standard User. Marketing User administrator. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. save. Contract Manager administrator administrator administrator administrator administrator. Marketing User.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. edit.Salesforce. read only. Contract Manager administrator. edit. Standard User. Contract Manager administrator. Marketing User. Contract Manager administrator. Solution Manager. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Marketing User. Solution Manager. and delete forecasts.

Solution Manager. Contract Manager administrator. Standard Platform one app User administrator. add and remove users from territories.com Certified administrator – Study guide (Spring ‘11) Permission Name Import Solutions Mange Analytic Snapshots Functions Controlled import solutions for the organization Set up and schedule analytic snapshots to run (also requires the “Schedule Dashboards. Products show in Offline Specify if products and price books are available in force. read only. Marketing User. Standard User. read only. this permission is only available for customizable forecasts. Categorize solutions Set up and maintain Self-Service settings (also requires the “Customize application” permission to modify Self-Service page layouts and delete your organization’s Self-Closed Case Status value). Contract Manager. View dashboards based on reports training & CertifiCation 29 . Solution Manager.” and “View Setup and Configuration” permissions) Set support business hours. Marketing User. Solution Manager.”“run reports. Solution Manager. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Set up email-to-Case. Standard User. Solution Manager. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. Standard User. Contract Manager administrator. edit. Standard User. and delete workspace permissions in Salesforce CrM Content Create. edit. edit. 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. Marketing User. Marketing User. edit the Support Settings. Perform actions on multiple cases in a list view.com offline Run Reports View the reports tab. Create and edit account assignment rules.Salesforce. run Self-Service reports Create and edit territories. such as mass transfer of cases Create. Contract Manager Mass Email Send bulk emails to contacts and leads. Contract Manager administrator. Manually assign accounts to territories. Solution Manager administrator Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. edit. Standard Platform User. and delete solutions that are accessible to the public on your self-service portal or website. and delete custom fields in Salesforce CrM Content Create. Standard User. Marketing User. run reports.

training & CertifiCation 30 . and delete records Note: If you remove the “Read” permission from a profile.Salesforce. Contract Manager administrator. 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. For example. Contract Manager none 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. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Standard User. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. displays your custom sidebar on all pages in Salesforce CrM. edit. the “Show Customer Sidebar on all Pages” permission is not available. That user will not be able to view the Contacts tab when selecting the custom app that contains it. this permission is only available for customizable forecasts. Marketing User. Marketing User. Standard User.com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. you can specify the following user permissions: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Read – Users can only view records of this type Create – Users can read and create records Edit – Users can read and update records Delete – Users can read. Solution Manager. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. Mass transfer leads via the Mass transfer feature. Solution Manager. Send Stay-in-touch update emails Profiles administrator. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. users with that profile will not see that type of data anywhere. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. When you convert to customizable forecasts.

even if you do not have permission to view leads. If you want to change the primary object. The description can be up to 1. and Developer editions User Permissions Needed to create or update custom report types: to delete custom report types: “Manage Custom report types” “Modify all Data” You define custom report types by objects. From the Primary Object drop-down list. For example.000 characters long. Search Fields The types of records you can search vary according to which edition you have. • Enter a description for your custom report type. The Report Type Name is used to refer to the component when using the Web services API. You can search for information within any of the fields listed below.Salesforce. • After you save a custom report type. you can’t change the primary object associated with it. select the primary object from which you want to build your custom report type.com Certified administrator – Study guide (Spring ‘11) Section 9-17. Click Your Name | Setup | Create | Report Types. The column lists fields searched in both the Sidebar Search and Advanced Search. Unlimited. Click New Custom Report Type. see Overview of Profiles. Once you have defined a custom report type. object relationships. For more information on permissions. • Select a development status: training & CertifiCation 31 . Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. • All objects display in the Primary Object drop-down list. users can create custom reports from it. including those you do not have permission to view. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. you must define a new custom report type. For example. 3. if you select accounts as the primary object for your custom report type. Enterprise. • The primary object you choose determines the views available to users creating or running reports from your custom report type. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. and fields. To define custom report types: 1. Defining Custom Report Types available in: Professional. • Select the category to store the custom report type in. 2. The Report Type Label can be up to 255 characters long. ë Enter the Report Type Label and the Report Type Name field.

we also recommend that you clarify how the object relationships affect report results. giving four related objects. and the custom object is deleted. After deploying a custom report type. such as Accounts. run reports from the custom report type. see Managing Deleted Custom Objects and Salesforce Editions and Limits. change the Deployment Status back to “In Development” if you want to make more enhancements to it. For example. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. Contacts. if you do a lookup from account to account owner to account owner’s role. For example. 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. consider describing that report as This allows you to report on accounts and their contacts. For more information. • A custom report type can contain fields available via lookup through four levels of lookup relationships. ▪ Custom report types have some limits on the number of items included: • A custom report type can fetch objects in three levels of related lists away from the primary object. considering naming that report Accounts with or without Contacts. • A custom report type can contain up to 60 object references. the manager’s role. you can get the account owner. making the status “In Development” prevents all users except those with the “Manage Custom Report Types” permission from creating and running reports from the report type. all the referenced objects still count toward the limit of 60. For example. Each referenced object counts toward the maximum limit even if no fields are chosen from it. you cannot save the layout. 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. If you have too many fields. Opportunities. These objects can be used as the main four objects.Salesforce. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. but select no fields from account owner. as sources of fields via lookup. • You can add up to 1. Furthermore.com recommends including with or with or without between object names so that users can easily understand what data will display in reports run from your custom report type. then the custom report type and any reports created from it will automatically be deleted. ë Choose “Deployed” as the Deployment Status when you want to allow users to create and • Click Next. When entering a description for your custom report type. • Next. ▪ training & CertifiCation 32 .com Certified administrator – Study guide (Spring ‘11) ë Choose “In Development” as the Deployment Status when first creating your custom report type to hide it from users while you are designing and testing it. Accounts will display if they have no contacts. For example. and that role’s parent role. Furthermore. and Opportunity Products. for an account. salesforce. or as objects used to traverse relationships.000 fields to each 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. choose the object relationships a report can display when run from a custom report type. When entering a name for your custom report type. A counter at the top of the Page Layout step shows the current number of fields included. the account owner’s manager.

or person account to a campaign and update that individual’s campaign status. Select the campaign. To associate a contact. lead. Any user can do this via the Campaign History related list on a contact. or person account on an existing campaign: 5.” A developer can edit a custom report type in a managed package after it is released. View the detail page of the individual associated with the campaign. However. Unlimited. In the Campaign History related list. Select the Status of the individual for the campaign. Section 9-19. 2. view the advanced campaign setup. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . However. lead. or person account with a campaign: 1. such as via a phone call to a sales rep. lead. Subscribers automatically receive these changes when they install a new version of the managed package. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. In the Campaign History related list. 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. click Edit next to the campaign name. or person account plus the individual’s current status on the campaign. To update the member status for a contact. Change the Status of the individual. lead.Salesforce. users in your organization can view campaigns. and add new fields. View the detail page of the individual you want to link to the campaign. 7. and click Next. 4. 3. click Add Campaign. Unlimited. The list does not retain the previous status for any campaign nor does it include any campaign that you don’t have access to view via sharing settings. lead. developers cannot remove objects or fields from the report type once the package is released. 6. you can manually link a contact. and click Save. or person account. and click Save. Note: The Campaign History related list shows the associated campaigns for a contact. or run campaign reports.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ 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. Campaign FAQ available in: Enterprise. Updating Campaign History available in: Enterprise.

000 per report 50. not for marketing purposes. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings.Salesforce. The following tables describe additional methods to add campaign members. or Cloning individual Campaign Members 50. update. Both contacts and leads can be associated with your campaigns as campaign members. Update & Add Members – Import File to edit campaign member status using an import file. Edit Members – Search to view. or delete existing campaign members. editing. or Cloning individual Campaign Members 50. 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.000 per import file 250 per list page 1 Section 9-20. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. 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). then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. and delete campaigns and configure advanced campaign setup. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 .000 per report 50. Unlimited.com Certified administrator – Study guide (Spring ‘11) can create.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. 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. In addition.csv). editing. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). edit. Displaying and Editing Campaigns available in: Enterprise. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns.

In the lookup dialog. click Back to list at the top of the campaign detail page. click Printable View on the campaign detail page. When you’ve finished. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. Tip: If your organization has enabled hover details. You can click individual items to display additional detail. Creating Campaign Hierarchies – When creating or editing a campaign. or roles. campaign hierarchies. click Sharing. Leads. You can also select a campaign name from the Campaign History related list of an associated lead. Note: If your organization has enabled inline editing.Salesforce.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to change 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. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. click Save. or person account.” or “Attended. Use your browser’s Print function to print the display. Tagging Campaigns – If tags have been enabled. you can use the Parent Campaign lookup field to assign a parent to your campaign. To return to the last list page you viewed. and the opportunities that resulted from the campaign. training & CertifiCation 35 . attachments. contacts. 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. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. Linking Contacts. you can search for an existing campaign or create a new parent campaign. Editing Campaigns – To update a campaign. and then change the fields you want to update. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. If your organization has enabled collapsible page sections. Sharing – To share a campaign with other users. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. Printing Campaigns – To view a printable display of all information for the campaign. If the record has already been tagged. click Edit. 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. you can edit fields directly on the detail page. click one of the tag names to view a list of all records with that tag. related list hover links display at the top of each detail page. 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. use the arrow icons next to the section headings to expand or collapse each section on the detail page. click the campaign name to display detailed information. Click more at the bottom of the page or View More below a related list to display more items. or person accounts with a campaign or to update the status of existing campaign members. including activities. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. You can also click Save & New to save the current campaign and create another. If you have campaign hierarchies enabled.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. Note: If enabled by your administrator.” “Responded. groups. contact.

the event. This user will be listed on the case history for all actions that are system defined. Once your solutions are categorized. accounts. and the Customer Portal. Once solution category browsing is enabled. Section 9-23. follow these directions: 1. and users with the “Manage Categories” permission. task. or click Delete on the case detail page. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. 3. Unlimited. 4. training & CertifiCation 36 . and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. Enterprise. If you undelete the case. Administrators. click Del next to the case on the cases list page. When you delete a case. can categorize solutions prior to enabling solution categories for the entire organization. the Self-Service portal. and attachments are also deleted. Click Edit to change any of the listed support settings. and solutions are not deleted with the case. Associated contacts. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. task. case comment. Customers can also browse published solutions by category in public solutions. or attachment cannot be restored via undelete. or attachment from a case and then delete the case. 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. Click Save. All automated case actions will now have this new Automated Case User listed on the Case History. Each solution can belong to more than one category. all users with the appropriate permissions can categorize solutions. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. case comments. Categorizing Solutions available in: Professional. 2.Salesforce. Section 9-22. Click on Setup | App Setup | Customize | Cases | Support Settings. Enterprise. any related items are also restored. Note: If you delete an event.com Certified administrator – Study guide (Spring ‘11) Section 9-21. you can browse for and find solutions by category from the Solutions tab or when solving a case. all related events and tasks. case comment. The deleted case is moved to the Recycle Bin. Unlimited. Deleting Cases available in: Group. Professional. 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.

training & CertifiCation 37 . Unlimited. To modify a translated solution’s categories. 2. click Deselect to remove a category from the solution. 3. click Select to add a category to the solution. If you haven’t already created the custom object. View the solution you want to categorize. To later remove a category from a solution. We recommend that you limit the number of categories to which a solution belongs. Click Hide styles which are used on other tabs to filter this list. they will be easier for users and customers to find. Select the custom object to display in the custom tab.Salesforce. Enterprise. Click the Tab Style lookup icon to display the Tab Style Selector. Click Setup | Create | Tabs. as described in Defining Custom Objects. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. you have to modify the categories of its master solution. Optionally. click Del in the Solution Categories related list on the solution detail page. The categories on a translated solution are synchronized with the categories on the master solution. Click Select Categories in the Solution Categories related list. 3. Click Save. Section 9-24. Professional. Repeat until you have added all applicable categories.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. solution category information is not available in list views. If necessary. For more information on how to enable category browsing. 5. a number enclosed in brackets [] appears next to the tab style name. Click a tab style to select the color scheme and icon for the custom tab. This related list is not visible unless your administrator has defined and enabled categories. If you put solutions into only the most relevant categories. 4. Click New in the Custom Object Tabs related list. 2. Unlimited. 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. If a tab style is already in use. In the solution category hierarchy. 1. Note: You can create a custom report on solution categories. However. Mouse over the style name to view the tabs that use the style. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. see Customizing Solution Settings. Enterprise. 4. The label of the new tab is the same as the plural version of the custom object label. 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. click Create a new custom object now and follow the instructions in Defining Custom Objects. Professional. translated solutions inherit solution categories from their master solutions. and Developer editions apex Page tabs available in: Group.

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. Default Off. Salesforce CRM replaces it with a default multicolor block icon. choose a custom link to use as the introductory splash page when users initially click the tab. and click Next. The page layout controls which fields are visible and editable when users are entering data in the custom tab. • Specify the custom apps that should include the new tab. if the custom object displayed in the custom tab is named Expenses. if desired. click New Event. and click Next. click New Event. 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. 8. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. If you choose Default On or Default Off. Enter a description of the tab. or Tab Hidden from the drop-down list. 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.Salesforce. and click Go! to find a document file name that includes your search term. 9. choose Default On. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. select Apply a different tab visibility for each profile and choose Default On. For example. Optionally. or Tab Hidden from the drop-down list for each profile. Default Off. • Click Save. The New Custom Tab wizard reappears. and Developer Edition organizations. Unlimited. enter a search term. Specify which fields display to users in the key lists section of the custom object tab home page. click Search in Documents. 7. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. • Select a file and click OK. • From the Open Activities related list of an associated record.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. training & CertifiCation 38 . • Alternatively. and select the image you want to use. tab visibility is automatically set to Default On. an Expense option appears in this list. • 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. select the document folder. For Enterprise. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. If the document used for the icon is later deleted. Specify Tab Visibility. For Professional Edition organizations. Section 9-25. • Alternatively. 6.

Enter the details of the event such as subject. Optionally. or resources are invited. Once you’ve created the recurring event series. • On the week view or the month view of the calendar. 1. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. start date and time. Optionally. select Create recurring series of events to specify how often the event repeats. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. This topic describes how to complete the Recurrence section on the New Event page. Set the start date and end date. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. Note that the Check Spelling button must be enabled by your administrator. Alternatively. Note: Depending on the type of series you’re creating. click the Add Event Icon ( ) next to a date to create an event on that date. Spell checker does not support double-byte languages. contacts. Select the Create recurring series of events checkbox. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. 5. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 2. and end date and time. Select the frequency of recurrence. click Add Invitees to make the event a group event to which users. such as a weekly staff meeting that occurs every Monday at 11:00 a. Once you’ve created the recurring event series. • On a multiuser calendar.com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. Note: If multiday events are enabled for your organization. Optionally. click on a time to create an event for that time. 2. Click Save. 3.m. you can create events that last up to 14 days. leads. Optionally. training & CertifiCation 39 . 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.Salesforce. 4. click Check Spelling to spell-check the contents of the Description field. select the users to invite and click New Event. such as Japanese.

the email address of the contact or lead associated with the event. this field appears only if multiday events are disabled. (read only) Location of the event. available only for organizations that use multiple currencies. amounts display in the activity currency and are also converted to the user’s personal currency. Private events cannot be associated with opportunities. or free time. Unlimited. Checkbox that specifies whether the event lasts all day. out of office. this field is for online meetings only. However. this option is not available when you associate the event with a lead instead of a contact. and Developer editions. such as an account. opportunity. case. You can enter a date. Planned end date and time of the event. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. (read only) Planned date of the event. optional field that allows users invited to a group event to enter a note when they accept or decline the event. this field appears only if multiday events are disabled. By default. leads. the length of a timed event in hours and minutes. this field is for online meetings only and is not available for trial meetings. if any. available in enterprise. this field is not available in Personal edition. this field is for online meetings only. users with sharing access to the record can click it to view more details. the record that the event is associated with. Picklist that determines how this event appears when another user views your calendar: busy. the number identifying the meeting. the phone number of the contact or lead associated with the event. this value is automatically inherited from the related account. campaigns. available only in organizations that use divisions to segment their data. assigned owner of the event. additionally. text note describing the event. this field only displays if you have the “read” permission for that type of record. this field is not available in Personal edition. User who last changed the event. including modification date and time. otherwise. including creation date and time. you can add the current time by clicking the time link next to the field.Salesforce. Division to which the activity belongs. exported data files will always contain private events. 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. the event is assigned to the creator. enter a user’s name or select a user with the lookup icon. or contacts. this field only displays if you have the “read” permission for that type of record. this field is for online meetings only. this field can hold up to 32KB of data. this field is automatically filled in with the value from the corresponding contact or lead record. 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 40 . lead. Webex meeting type. Link used to attend an online meeting. Contact or lead associated with the event. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. users with the “View all Data” or “Modify all Data” permission can see private event details in reports and searches or when viewing other users’ calendars. this field is automatically filled in with the value from the corresponding contact or lead record. or choose a date from the calendar that displays when you put your cursor in the field. the activity belongs to the global division. contracts. name of the field that determines what picklist values are available for the record. enter the password that meeting attendees should use to log in to the online meeting. users with sharing access to the record can click it to view more details. cases. You can enter the name of the person or use the lookup icon to select the name. or custom object.com Certified administrator – Study guide (Spring ‘11) Event Fields Field Activity Currency All Day Event Assigned To Attendee URL Contact or Lead Created By Date Description the default currency for all currency amount fields in the activity. this field appears only if multiday events are enabled. User who created the event. accounts. or custom object.

• Click New Task from the Open Activities related list of an associated record. 2. see “Creating Group Tasks. time of a planned event. training & CertifiCation 41 . Click Save. click Check Spelling to spell-check the contents of the Comments field. click Save & New Task to save the task and begin creating another new task. type of the 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. this field appears only if multiday events are enabled. Alternatively..” You can enter a subject or select from a list of previously defined subjects. but cannot see any other information about the nature of events in the user’s calendar.” • Optionally. drop-down menu in the sidebar. or click Save & New Event to save the task and begin creating an event. entry describing subject of activity. 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. Hide Details – Others can see whether the user is available at given times. Spell checker does not support double-byte languages such as Japanese. 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. this field is available for Webex customers only. • Click Task from the Create New. additionally. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. To save the current state of the checkbox as your personal default. each picklist value can have up to 40 characters.com Certified administrator – Study guide (Spring ‘11) Field Start Description Planned start date and time of event. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. such as making phone calls or sending mail. To get started: • Click New from the My Tasks section of the Home tab. 3.Salesforce. select Make this the default setting. To create a new task. Note that the Check Spelling button must be enabled by your administrator. such as “Meeting. Choose a Webex teleconferencing service. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. You can add the current time by clicking the time link next to the field. this field is for online meetings only.. Section 9-26. this field appears only if multiday events are disabled. such as email or Meeting. enter any dial-in instructions or details. you can add the current time by clicking the time link next to the field. follow these steps: 1.

Salesforce. For example. manage. 4. My Territories means records associated with territories to which you belong. Specify Filter Criteria Filter by Owner These options vary. create a list view of accounts in your state. or My. documents. • Activity list views have several options.. To edit or delete any view you created.” Section 9-27. to specify the set of records to search. or cases to use for mass email recipient lists. Show Details and Add Events – In addition to the sharing levels set by Show Details. Fill in the following: 1. 3. leads. account and opportunity list views can be restricted by My Territories or My Territory Teams. or campaigns. and edit list data. You can create new list views to see a specific set of records such as contacts. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. click Create New View at the top of any list page or in the Views section of any tab home page. depending on the kind of record. select All. 2. Enter View Name. or opportunities above a particular Amount.. Note: By default. • Price book list views can be restricted by price book. you can use additional tools to customize. users can insert events in other users’ calendars.” To change this setting: 1. To create a new view. Enter the name to appear in the View drop-down list. 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. Show Details – Users can see detailed information about events in other users’ calendars.com Certified administrator – Study guide (Spring ‘11) 2.. Click Setup | Administration | Security Controls | Sharing Rules | Edit. navigate. In general. 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. 2. There may be additional options: • Lead and case list views can be restricted by queue. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. users can insert events in other users’ calendars.. leads with a specific Lead Source. You can also create views of contacts. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. Select the appropriate drop-down value for “Default Calendar Access. training & CertifiCation 42 . edit. users. • If your organization has territory management. click Edit next to the View drop-down list. this setting is set to “Hide Details and Add Events.

Select Fields to Display The default fields are automatically selected. To share the list view. 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. Alternatively. and click Add. you’ll receive an error when attempting to save the list view. This option is not available in Personal Edition. Unlimited. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. 4. choose the type of group or role from the drop-down list. You can also use special date values in your filter criteria. To create list views that only your Salesforce CRM users can see. select Visible to certain groups of users. You can choose up to 15 different fields to display in your view. such as Lead Source equals Web. Filter by Additional Fields Optionally. select Visible to certain groups of users.Salesforce. specify conditions that the selected items must match. or role including all users below that role to see the custom view. Use the arrows to arrange the fields in the proper sequence. training & CertifiCation 43 . role.com Certified administrator – Study guide (Spring ‘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. You can display only the fields that are available in your page layout. To add or remove fields. Enterprise.to show records in your current working division. Select --Current-. 3. 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. and Developer Edition users can specify a public group. and then share it with the All Internal Users group or a selected set of internal groups and roles. select the group or role from the list below it. users must also have the appropriate “Read” permission on the type of records within the list view. To see a list view. specify whether everyone or just you can see the custom view. This option is disabled if you aren’t searching all records. up to 255 characters are displayed in the list view. select a field name and click the Add or Remove arrow. When you select a long text area field.

Salesforce. the account is a partner account or the lead or opportunity owner is a partner user. you can manually enter “True” or “False” in the filter criteria. activity is an event. Click Save. To show all closed/lost opportunities. Campaign is active and can be chosen from various campaign picklists.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. enter “Closed equals True” and “Won equals False. applies only to tasks. To return to the last list page you viewed. not tasks. Unlimited. applies only to events. The view appears in the View drop-down list so you can access it later. the lookup icon automatically displays when you choose to filter on one of the special picklists. leads.” Alternatively. (Field-level security is available only in Enterprise.) Archived activities are not included in activity list views. 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. applies only to events. you can view only those fields that are visible in your page layout and field-level security settings. or records owned by or shared with users in roles below you in the role hierarchy. that is. such as in the campaign import wizards. the event has a specific time. Activities: Closed Campaigns: Active training & CertifiCation 44 . In addition. not an event.” For example. enter “Won equals True” as your search criteria. the task has been closed.” Note: If you are creating filter criteria for a report or list view. the event is the original group event assigned to the event host. the task Status field has a “Closed” value. the account is not a partner account or the lead or opportunity owner is not a partner user. you can use special picklist values for your search criteria. this field displays as the person account icon. These are special picklists with values of either “True” or “False. 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. not tasks. When creating filter criteria. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. activity is a task. the event is the meeting invite sent to another user for a group event. the event is marked as an all-day event. not events. Click the lookup icon to choose the value “True” or “False. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. activity does not have a green sheet. click Back to list at the top of any detail page. such as in a list view or report or when mass-deleting records. Campaign is inactive. and Developer Editions. 5. task is still open. 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. note that your administrator may have customized the name of this field. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. the account is a business account. to show all opportunities you’ve won. records that have been shared with you.

the case is open. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. that is. the contact may receive mass email. Case is still open. that is. the Private box on the opportunity is not checked. Cases: Escalated training & CertifiCation 45 . the lead cannot be included in a mass email recipient list. the opportunity has not been won. Case has a new comment added by a Self-Service user. that is. the lead has not yet been viewed or edited by the owner since it was assigned to that user. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the contact is not enabled for Self-Service. the case Status field has a “Closed” value. Case has been automatically escalated via your organization’s escalation rule. the lead has not been converted. the lead may receive mass email. Product does not have a default quantity schedule.” Case has been closed. Case has not been escalated. the Stage field has a value of the type Closed/Won. Product does not have a default revenue schedule. the Stage field has a value of the type Closed/Won or Closed/Lost. Case has a comment added by a Self-Service user. Product has a default quantity schedule. the case Status has a value that is not equivalent to “Closed. the lead has been viewed or edited at least once by the owner since it was assigned. the opportunity is still open. the Stage field may have a value of the type open or Closed/Lost. Case does not have a new Self-Service comment. Product has a default revenue schedule. the opportunity is closed. Product is inactive and cannot be added to opportunities. the partner for the opportunity has not been marked as the primary partner.Salesforce. the opportunity owner has checked the Private box on the opportunity edit page. the contact cannot be included in a mass email recipient list. the lead has been converted. the partner for the opportunity has been marked as the primary partner. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Case does not have a Self-Service comment. the opportunity is closed and won. that is. the contact is enabled to log in to your Self-Service Portal.com Certified administrator – Study guide (Spring ‘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.

User is not a partner user. you can: ▪ ▪ ▪ Take advantage of Google AdWords as a lead-generation tool Correlate clicks on Google advertisements with Salesforce CRM leads Track the results of Google AdWords campaigns from Salesforce CRM 46 training & CertifiCation . Enabling Territory Management available in: Enterprise.Salesforce. User has access to use force. the solution Status field has a “reviewed” value. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. Unlimited. Section 9-29. and Developer Editions. User is active and can log in.com Certified administrator – Study guide (Spring ‘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. User can manage campaigns. including Google. you’ll be ready to turn on territory management for your organization. User is not enabled for force.com offline use. Many salesforce. User is inactive and cannot log in.com offline. After you’ve completed the prerequisites. 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. that is. With Salesforce CRM and Google AdWords. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. Unlimited. (Field-level security is available only in Enterprise. User is a partner user. contact salesforce.) Section 9-28. the translated solution has been updated to match the master solution with which it is associated. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. Solution is not reviewed. the translated solution has not been updated to match the master solution with which it is associated. To request territory management for your organization.com customers advertise online with Google AdWords as a mechanism to generate leads.google. User is not enabled to manage campaigns. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. Google AdWords What is Google AdWords? Google AdWords (http://adwords.com.com) is an online advertising service used to create advertisements that display on major search engines.

• To create a new presentation by copying an existing presentation.5 or higher.Salesforce. Group. version 9. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. and new customers Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns Creating and Modifying Presentations in Salesforce CRM Content Section 9-30.com does not delete existing presentations but they cannot be customized or modified.0.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. • To create a new presentation. Depending on whether you want to create. or modify a presentation. on the content details page click Clone & Customize. 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. You can publish the presentation to a public workspace or keep it in your personal content area. • To modify a presentation and save it as a new version. Salesforce. If you do not have Flash installed. Professional. In Salesforce CRM Content. or you can browse all slides published into your workspaces. Salesforce. When you publish a PowerPoint file.11. it may time out. sales opportunities. click the Workspaces tab and then choose Create New | Presentation. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. To work with presentations: 1. In this case. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. clone & customize. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. 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. If presentation assembly is disabled after presentations have been created. 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. Unlimited. Enterprise. or modify a presentation. Note: When you create. on the content details page click Edit | Edit Presentation. Note: Working with presentations requires Adobe Flash® Player.com provides a link to Adobe’s website where you can download Flash for free. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. copy. training & CertifiCation 47 .

c. Tag your content. ë If your administrator assigned the guided tagging rule. • In search results. hover over a slide and click the presentation icon ( that use that slide. If you do not want the presentation to be visible to other users in your organization. Optionally. choose Save in my personal workspace. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. 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. f. 3. Choose Add to presentation or Hide preview as needed. When you select a tag it turns green. To refine your results. 5. complete the Reason for Change field.Salesforce. Click a suggested tag to add it to the Tags field automatically. tags or enter a new tag. • In search results. Click Search presentations to display all the PowerPoint files in your workspaces or click Search slides to display all the individual slides in your workspaces. If users restrict their content searches to a particular language. you must choose from the list of training & CertifiCation 48 . b. Optionally. for example if your work is still in progress. only content associated with that language is displayed in the search result set. d. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. The Language drop-down list is displayed if multi-language support is enabled. add or modify the presentation’s description. The following options help you assemble your presentation: • In search results. You can re-upload the slide if you want the thumbnail to be visible. but you can click on them to see the preview in the lower half of the window. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. Note: Some slide thumbnails may not be visible or may only be partially visible.com Certified administrator – Study guide (Spring ‘11) 2. If you are modifying the presentation. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. To publish the content on behalf of another author. • Click Clear at any time to revert your changes. choose a language. As you type a tag. click a file or slide to preview it in the lower half of the window. choose that author from the drop-down list. Click a tag to add it to the Tags field automatically. suggested tags. e. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. you can enter tags in the Tags field. select a specific workspace to search or enter a search term in the text box before clicking either button. click Save. hover over a presentation and click the slides icon ( presentation. click Cancel to return to your starting point. a. In the Save or Publish Content dialog: 4. Select a workspace. If you do not choose a language. Salesforce CRM Content associates your content with your personal language setting. assign or change the presentation’s name. hover over a document and click the garbage can icon ( document from the presentation you are assembling. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. When you are done assembling your presentation.

ë You can’t change or delete tag names.com and the “no software” logo are registered trademarks of salesforce. You can’t have two tags with the same name even if they use different upper and lowercase letters. g. inc. and salesforce. Salesforce. The content type determines which custom fields appear for you to categorize and define your content. All rights reserved..com owns other registered and unregistered trademarks. choose one from the drop-down list. ë Tags are case insensitive. Other names used herein may be trademarks of their respective owners. The case of the original tag is always used. Sg_Certifiedadmin_Spring11_2011-03-16 . You can remove tags from a document. If multiple content types are available.com. h.com. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. 94105 United States 1-800-NO-SOFTWARE www. or publish another file.com Global Offices Latin America Japan Asia/Paci c EMEA +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 Copyright ©2011.salesforce. You can then view the content details page. inc. but that doesn’t delete the tag. salesforce. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. return to the Workspaces tab. CA. Click Publish.

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