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com Certified Administrator
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................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)
This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.
Purpose of this Study Guide
The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:
Audience Description: Salesforce.com Certified Administrator
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Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
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training & CertifiCation
Salesforce.com Certified administrator – Study guide (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:
The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended
About the Exam
Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training
The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
Salesforce.com Certified administrator – Study guide (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
Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security
training & CertifiCation
Salesforce. modify. and test the approval Process identify the settings in creating Workflow approval Processing 3% Data Validation Define Data Validation List common use cases for Data Validation Describe when Data Validation rules are enforced Create Data Validation rules 3% Data Utilities Describe the function of an external iD List and describe the different tools and use cases for data migration Update existing data via import Define when to use the Data Loader List the functions of the Data Loader Mass Update records 5% training & CertifiCation 4 .com Certified administrator – Study guide (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.
assignment rule.Salesforce. 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 .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.
& 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.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. These questions are not designed to test your readiness to successfully complete the certification exam. Web-to-Case. including Business Hours. Sample Exam Questions training & CertifiCation 6 .Salesforce.com Certified Administrator exam. but should be used to become familiar with the types of questions on the exam. Applications. escalation rules. and the use of email templates Define Solutions and how they can be associated with Cases Build a Solution Category tree and assign Solutions to Categories Define suggested solutions and explain where to use them Describe what content is accessible via the Self-Service Portal Describe the ways to access the Self-Service Portal Build a Case Queue. The following questions are representative of those on the Salesforce. assignment rule. The actual exam questions may be more or less difficult than this set of questions. 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.
Sales User Marketing User Invoice Manager Contract Manager 4. F. B. D. D. What must an Administrator do to enable Advanced Currency Management for an organization? A. D. Who may be assigned a workflow task? (There are five correct answers. An administrator changed the organization’s default language from English to Spanish. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . Which profile is a standard Profile? (Select all that apply. D. D.Salesforce. Change their language personal preference to Spanish.com Certified administrator – Study guide (Spring ‘11) 1. B. C. then log in again. Refresh their browser. 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. Purchase Unlimited Edition licenses Request a feature license from salesforce. E. 3. B. Nothing—they’ll see the application in Spanish immediately. B. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. B.com Enable Customizable Forecasting Enable Multiple Currencies 6. Logout. B. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. C.) A. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. D. What must end users do to see this change? A. C.) A.) A. C. C. C.
or the Data Loader. Salesforce Connect for Office. 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. Maintaining a Certification Section 9. along with the associated exams. A. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. 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. Organization-Wide Trusted IP Address List For all users. you can set a list of IP address ranges from which they can log in.com Certified administrator – Study guide (Spring ‘11) Section 7. B. D 1. If profile-based IP address restrictions aren’t set. the API. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material.com Certified Administrator exam. B 5. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. Salesforce Connect for Lotus Notes. Section 9-1. Salesforce CRM then checks whether the user’s profile has IP address restrictions. Salesforce Connect Offline. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. the login is allowed. any login outside the specified hours is denied. After 1 year. you can set the hours when users can log in and the IP addresses from which they can log in. Certified salesforce. 2.Salesforce. All certifications include access to new release content for subsequent releases. D 4. In preparing for the Salesforce. or a desktop client such as Salesforce Connect for Outlook. E. Salesforce confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions. If IP address restrictions are defined for the user’s profile. B. C Answers to Sample Exam Questions 6. When users log in to Salesforce. D. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. If login hour restrictions are specified for the user’s profile. there is a maintenance fee of $100 to keep the certification current for the following year. training & CertifiCation 8 . A. C 3. for 1 year. 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. F Section 8. C. either via the user interface.
if the security token is enabled for your organization. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. as defined in your organization’s login lockout settings: ▪ ▪ Each time a user is prompted to click the Send Activation Link button Each time a user incorrectly adds his/her security token to the end of his/her password to log into the API or a client training & CertifiCation 9 . the 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. Furthermore. If single sign-on is enabled for your organization. and the security token is XXXXXXXXXX. then your organization’s login lockout settings determine the number of times a user can attempt to log in with an invalid security token before being locked out of Salesforce CRM. The security token is valid until a user resets the security token. The following events count toward the number of times a user can attempt to log in with an invalid password before being locked out of Salesforce. or has the password reset. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. the user’s security token is automatically reset. if a user’s password is mypassword. 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. 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. Whenever a login is blocked or returns an API login fault. Salesforce CRM sends a new security token to the email address 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. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. For more information on API login faults. For example. Partner portal and customer portal users aren’t required to activate computers to log in. When a user changes his/her password or resets the security token. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. the activation link expires and users must repeat the activation process to log in. Tip: It’s recommended that you obtain your security token via the Salesforce UI from a trusted network prior to attempting to access Salesforce CRM from a new IP address. the login is blocked. However. if their profile has IP address restrictions set. changes the password. users must add their security token to the end of their password to log in. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. For access via the API or a client. see the Core Data Types Used in the API Calls topic in the Force.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. then the user must enter mypasswordXXXXXXXXXX to log in. the login is allowed. A security token is an automatically generated key from Salesforce CRM. After 24 hours.com Web Services API Developer’s Guide. 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.Salesforce.
make sure you’ve exported any data related to fiscal periods. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. 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. To change the order of the related lists. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. The hours are always applied at those exact times even if a user is in a different time zone or if the company’s Default Time Zone is changed. the system ends the user’s session when the restricted hours begin. 1. 2. Select an object from the drop-down list and click Customize My Pages to customize your display. To add or remove related lists. Select the dashboard to use and click Save. set which related lists display on your detail pages. set the start and end times to the same value. Click Edit in the Login Hours related list. For all other tabs. Click Save. 3. Set the days and hours when users with this profile can use the system. select a related list title in the Selected List box and click the Up or Down arrow. 5. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. Note: Before enabling custom fiscal years.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. and click Save. For your Home tab. you’ll see the tabs that are set for your profile. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. Section 9-3. Note: If a user logs in before the restricted hours. to change which tabs display in each app. customize the dashboard snapshot that displays on the Home tab. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. Select “None” for the start and end times to allow users to be logged in at any time. 6. select a related list title and click the Add or Remove arrow.Salesforce. Add each tab you want to display. if you have multiple apps. 4. By default. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. Click Save when finished. change the display order if desired. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. Click Setup | Manage Users | Profiles and select a profile. Section 9-2. To prohibit users from using the system on a specific day. training & CertifiCation 10 .
and other date-sensitive material.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. Select Custom Fiscal Year.com pages email templates allow for advanced merging with a recipient’s data. 2. and attached files. Managing Email Templates available in: All editions Mass email not available in: Personal. See Creating HTML Email Templates.com pages (Visualforce) – Administrators and developers can create templates using Force. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. Once you’ve enabled custom fiscal years. and Group editions HtML and force. merge fields. generate weekly export data. 3. define your fiscal year. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. You must either know HTML or obtain the HTML code to insert in your email template. quotas. Optionally. 6. Force. You can also include images on your HTML and Force. See Creating Text Email Templates. 4. where the content of a template can contain information from multiple records. Text – All users can create or change text email templates.com Certified administrator – Study guide (Spring ‘11) To enable custom fiscal years: 1. Enabling custom fiscal years impacts your reports. 2.Salesforce.com pages templates. click OK. If you aren’t certain you want to enable custom fiscal years. Click Enable Custom Fiscal Years. Do not enable custom fiscal years unless you understand and are prepared for all the implications. click Cancel. You can use email templates when you send an email from the training & CertifiCation 11 . Click Setup | Company Profile | Fiscal Year. Actual b. 4. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. 5. All these email templates can include text. See Creating Visualforce Email Templates. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. forecasts. If you understand the effects of enabling custom fiscal years and you’ve exported all your data.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. a. Back up your current data. Contact Manager. See Creating Custom HTML Email Templates. Warning: Custom fiscal years cannot be disabled once enabled. Section 9-4.com pages. 3. Force. This change will affect opportunities and forecasts organization-wide.
com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record. or merge fields. click Edit to change the message content.com pages (Visualforce) markup.com pages templates: • Click Edit Template to change the markup of the template page. click the template name in the list. If you have permission to manage public email templates.Salesforce. and so on. click Your Name | Setup | Email | My Templates. the text-only version is automatically generated when you edit the HTML version. Force. subject. edits to the HTML version are not reflected in the text-only version. • Click Edit Text Version to change the content or merge fields of the text-only version. 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.com pages email template. Note: You cannot send a mass email using a Force. To edit or delete a template. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page. The options vary depending on the template type (custom. • If the Force. If you leave the text-only version blank. or text): For text templates. You can also use text and HTML templates when you send mass email. Salesforce automatically creates the text-only content based on the current HTML version. click Edit or Del next to the template name in the list.com pages. a trigger. HTML. ë Note: Salesforce. For Force. • The Visualforce Attachments related list indicates which attachments are being generated through Force. training & CertifiCation 12 . If you choose not to leave the text-only version blank and instead manually create a text-only version. When you leave the ▪ text-only version blank. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. Click New Template to create any type of email template. 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. click Your Name | Setup | Communication Templates | Email Templates.com pages templates without HTML tags.com recommends that you leave the text-only version blank. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. a custom object. To manage your personal email templates.com pages (Visualforce) markup references components in installed managed packages such as another class.
and offer different picklist values for each. 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. lead processes. and you can create additional person account record types. You can change the name of this record type. picklist values. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. and solution Status. Section 9-5. Initially. Unlimited. Managing Record Types available in: Enterprise.Salesforce. case Status. For more information. ë Click Attach File from the Attachments related list to add an attachment to the template. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. 13 ▪ training & CertifiCation . A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. • Click Delete to remove the template. and page layouts to different users based on their profiles. you can click [Change] next to the Author field to select a different author. Record types can be used in various ways. Person accounts are account records to which a special kind of record type has been assigned. • Click Clone to clone a template. 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.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. These record types are called person account record types. For more information. The attached file is included in every email that uses the template. To select a file: • Click the Search in Documents link to search for files in the Documents tab. You cannot delete all the record types for an object if the object is referenced in a Force. and solution processes: opportunity Stage. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. support processes. see Cloning Email Templates. see Understanding Dependencies.com code (Apex) script. • If you have the “Manage Public Templates” permission. click Show Dependencies to see what components the template references. • If “Developer Mode” is enabled. If you select an image logo or other graphic file. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. • Alternatively. Lead Status. the author is the person who created the email template.
ë Select the field you want to modify. Click Save.Salesforce. Specify whether the fields should be visible. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. the Salesforce CRM customer portal. Force. The settings also override any lessrestrictive field access settings on the page layouts. click a tab or activity link. hidden. 3. you can: ▪ Create page layouts to organize the fields on detail and edit pages. To define field-level security: 1. ë Click Set Field-Level Security. or editable (visible without read only) for users based on their profile.com Connect Offline. ë In the Field-Level Security section. 2. After setting field-level security for users based on their profiles. reports. click View next to the tab you want to modify. custom links. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. email and mail merge templates. Setting Field-Level Security Section 9-6. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. Note: These field access settings apply throughout Salesforce CRM. Unlimited. training & CertifiCation 14 . if a field is required in the page layout and read only in the field-level security settings. and when synchronizing data or importing personal data. read only. available in: Enterprise. the field-level security overrides the page layout and the field will be read only for the user. ë Select a profile to change the field access for users with that profile. and then click Edit. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. and then click Fields. 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. the Salesforce CRM partner portal. list views. search results. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. For example. The most restrictive field access settings of the two always apply.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.
See Building formulas and operators and functions. and does not run any force. for example. and the lookup field is not required in the page layout. they can also add the current date and time by clicking the date and time link next to the field. the maximum length of any autonumber field is 30 characters. validation rules.34. you can limit the data by specific dates and times using any custom date field. in reports. Set the fields that display in search results. You can create lookup relationship fields that link to users. lookup relationship fields from campaign members to other objects are available.Salesforce.5 becomes -24. 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. for more information on relationships. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. the time of day includes aM or PM notation. Creates a relationship between two records so you can associate them with each other. in reports.35 and -12. allows users to enter a date or pick a date from a popup calendar and enter a time of day. on the associated record. see overview of relationships. Lookup relationship fields to campaign members are not available. if a lookup field references a record that is deleted. indicating a true or false attribute of a record.345 becomes -12.com (apex) triggers. users can choose the address when clicking Send an email. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. Below is a description of each custom field type. a lookup relationship has no effect on record deletion or security. allows users to enter an email address. When using a checkbox field for a report or list view filter. and in the key lists on tab home pages. workflow rules. you can create a custom hierarchical relationship field to store each user’s direct manager. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. Custom Field Types The first step in creating a custom field is choosing the type of the field. use “true” for checked values and “false” for unchecked values. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. for example. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. which is validated to ensure proper format. or custom objects. the system automatically formats the field as a currency amount. Note: Salesforce uses the round half even tie-breaking rule for currency fields. Lookup relationship fields are not available in Personal edition. Verify users’ access to fields by checking the field accessibility grid. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. or roll-up summary fields. note that you can’t use custom email addresses for mass emails. you can then display a related list to show all of the records that are linked to it. This process reduces the number of page layouts for you to maintain. Universally required fields always display on edit pages regardless of field-level security. They also may be visible to users even though they reference fields your users can’t see.5 becomes -22. however. allows users to check a box. standard objects. for example. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. 12. 23. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. this can be useful if you export data to excel or another spreadsheet. for example. in lookup dialog search results.345 becomes 12. you can limit the data by specific dates using any custom date field. 20 of which are reserved for prefix or suffix text.Salesforce sets the lookup field to null.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. allows users to enter a currency amount. 22. -22. if this field is specified for contacts or leads.5 becomes 24. then use page layouts primarily to organize detail and edit pages within tabs.5 becomes 22. and -23. Section 9-7. Lookup Relationship training & CertifiCation 15 . Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. Values lose precision after 15 decimal places. allows users to automatically calculate values based on other values or fields such as merge fields.
and Developer editions training & CertifiCation 16 . Mapping Custom Lead Fields available in: Group. upload or link to an image. any length from 256 to 32.com recommends that you do not use a custom phone field for fax numbers. see Using rich text area fields.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. note that every time you press Enter within a long text area field. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. minimum.35 and -12. With the use of a toolbar. see overview of relationships. not the number of decimal of spaces specified in the number field configuration. for example. modify alignment. You can set a maximum length. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. Professional. automatically displays the record count of related records or calculates the sum. the maximum field size is 32. numbers. the system automatically adds the percent sign to the number. or symbols that are stored in encrypted form.com. or maximum value of related records. You can set a maximum length of up to 175 characters. underline. ‘10’. allows users to enter up to 32. strike-out. Phone allows users to enter any phone number. this is treated as a real number and any leading zeros are removed. allows users to enter up to 255 characters of any valid website address. only gif. inclusive of all the formatting and HtML tags. Unlimited. allows users to select more than one picklist value from a list you define. salesforce. the records must be directly related to the selected record and on the detail side of a custom master-detail relationship with the object that contains the roll-up summary field. bold. indent. if desired. redo.34. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. the toolbar allows the user to undo. a runtime error occurs. add a hyperlink.Salesforce.000 characters is allowed. allows users to enter up to 255 characters that display on separate lines similar to a Description field. the maximum size for uploaded images is 1MB. available for custom objects only. note that only the first 50 characters are displayed on the record detail pages. for example. these 2 characters count toward the 32.000 characters. Master-detail relationships cannot be used with campaign members. allows users to enter any combination of letters. custom phone fields are displayed with the button. 12. for example. When users click on the field. to enable encrypted fields for your organization. Percent allows users to enter a percentage number. Enterprise. add a numbered or non-numbered list. numbers. for more information. Salesforce automatically formats it as a phone number. Consequently.000 character limit. italicize.345 becomes -12. Note: Salesforce uses the round half up tie-breaking rule for number fields. Number allows users to enter any number. Values lose precision after 15 decimal places. contact salesforce. and you add a percent sign to the number. up to 255 characters. a line break and a return character are added to the text. allowing click-to-dial functionality. this data type is not available for activities or products on opportunities. for more information on relationships. and outdent. the UrL will open in a separate browser window. Salesforce rounds numbers referenced in merge fields according to the user’s locale. You can set the length of this field type to a lower limit. See entering Phone numbers. users can format the field content and add images and hyperlinks. although you can create a master-detail relationship field on a custom object that links to a standard object.345 becomes 12. or symbols.000 characters that display on separate lines similar to a Description field. Note: if you are using the Service Cloud’s call center. Note: if the decimal value is greater than 15. allows users to enter any combination of letters. these fields display each value separated by a semicolon. jpeg and png file types are supported.
that is. Section 9-9. Partners.com disable this feature): Renaming salesforce. and Solutions. Select Setup | Customize | Leads | Fields | Map Lead Fields. you can specify how you want that custom information converted into custom account. Note: If you change the data type of any custom field used for lead conversion. Leads. Salesforce.Salesforce. • Remember to map custom lead fields to other custom fields of the same data type. Text Area. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. To specify the mapping for custom lead fields: 1. Products. contact.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. • Remember to map custom lead fields of type Number. Campaigns. 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. currency. especially in the areas of help. choose a custom account. ë You can map fields of type Text or Text Area to long text area fields. Contacts. or opportunity fields. Opportunities. contact. However. support. ë You can map auto-number fields to fields of type Text. Click Save.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. If you’re ready to move ahead with this feature. There are some exceptions: ë You can map between text and picklist fields. For each custom lead field. Cases. and opportunity fields. contact. that lead field mapping will be deleted. Documents. training. training & CertifiCation 17 . contact. and release communications. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. or Picklist. map it to another custom currency field with a length of 3 and 2 decimal places. For example. or Percent to other number. Price Books. Assets. or percent fields of exactly the same length and decimal places. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. if your lead currency field has a length of 3 and 2 decimal places. the information from the standard lead fields is inserted into standard account. and opportunity. ë Do not map custom formula fields to other formula fields or any other type of field. or opportunity field into which you want the information inserted when you convert a lead. ë Roll-up summary fields are not available for mapping lead fields of converted leads. please follow the instructions at the end of this message. Please review the information below in detail. If your organization has custom lead fields. Contracts. Currency.
In addition. page layouts. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. Section 9-10. views. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. This list includes but is not limited to custom fields. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. and communication templates. For example. you can also create your own online help and user documentation. will automatically reflect the new terminology you define.” you’ll have to change it to “Company Health Check” to reflect your new terminology. and field names show up within the application? All Salesforce CRM pages accessible by your end users. including Personal Setup pages. For example. your users will first see a new overview page when they click on our online help links. if you rename Accounts to Companies. if you already have a custom email template titled “Account Health Check. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. administrative checkbox that enables or disables user login to the service. reports. 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. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. training & CertifiCation 18 . You will need to rename each tab manually. Some fields are only displayed to administrators when creating or editing users. however. object. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help.Salesforce. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. What impact does renaming standard objects have on the administration of Salesforce CRM? Renaming standard names will create some additional administrative work for Salesforce CRM administrators. Where will the new tab. If your organization renames tab and object names. User Fields The available fields vary according to which Salesforce CRM edition you have. 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. Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. In other words. record types. all references to “accounts” will be changed automatically to “companies.com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM.
indicates whether an aPi token has ever been reset. identifying number for a user. available only for organizations that use multiple currencies. name of the associated contact if the user is a partner user. Company name where the user works. the value used to identify a user for federated authentication single sign-on. this field is not available if your organization has disabled your choice to receive emails from salesforce. as displayed on the user edit page. When users create records related to an account or other record that already has a division. first name of a user. fax number for a user. Short name to identify a user on list pages. time of day a user generally stops working. Up to 40 characters are allowed in this field. Shown only in organizations using multiple currencies.com. all text and online help is displayed in this language. the default currency for all currency amount fields in the user record. available only for organizations that use multiple currencies. such as Customer Support. Up to 40 characters are allowed in this field. indicates whether the user is allowed to use customizable forecasting. Country portion of the user’s address. for example. Up to 80 characters are allowed in this field. Up to 80 characters are allowed in this field. and ISO-2022-JP are useful for Japanese users. forecasts. Up to 255 characters are allowed in this field. unless he or she explicitly sets a different division. Used to define the times that display in the user’s calendar. UTF-8 (Unicode) represents all characters for all the world’s languages. User who created the user. and other pages where the entire name does not fit. this user can also approve approval requests for users. this field is only visible to organizations that have force. enterprise.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. the name of the call center to which this user is assigned. Up to 8 characters are allowed in this field. a user’s individual Language setting overrides the organization’s Default Language.com pages (Visualforce). the organization’s Display Language applies to all users.Salesforce. User’s default currency setting for new records. Salesforce. the new record is assigned to the existing record’s division. in organizations using Professional. EUC-JP. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. City portion of the user’s address. group that user works for. ISO8859-1 represents all Latin characters and should be used by english-speaking users. Character set and encoding for outbound email sent by a user from within Salesforce.com pages enabled. Up to 40 characters are allowed in this field. but is not supported by some older email software.com.com. to all new accounts and leads created by the user. this setting does not restrict the user from viewing or creating records in other divisions. reports. (read only) User’s default currency for quotas. the default division is not used. Must be a valid email address in the form: jsmith@acme. available only in organizations that use divisions to segment their data. including creation date and time. not available in Personal edition or group edition. Up to 40 characters are allowed in this field. and Unlimited edition. the primary language for the user. opt in to receive administrator-targeted promotional emails from salesforce. Users can change their division at any time. enables development mode for creating and editing force. Division that is applied. Company division to which user belongs. 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. PC Sales group. by default. this must be one of the active currencies for the organization. email address of a user. (read only) training & CertifiCation 19 . 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. Shift_JIS. Depending on the approval process settings.
leads.Salesforce. workspaces. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. tags. administrative field that defines a user’s permission to perform different functions within the application. Note: Unlike other hierarchy fields. preventing you from selecting a user who directly or indirectly reports to himself/herself. this field establishes a hierarchical relationship. Bob Johnson in the english (United States) locale displays as Bob Johnson. administrative checkbox that indicates whether a user has access to use force. Country or geographic region in which user is located. whereas in the english (United Kingdom) locale. available in enterprise and Unlimited editions only. opt in to receive user-targeted promotional emails from salesforce. Checkbox that specifies if the user was created via self-registration to a customer portal. the user must also select the Receive Salesforce Content Email Alerts checkbox. Salesforce CrM lets you inactivate users who are referenced in the Manager field. for example. Manager Lookup field used to select the user’s manager. the Locale setting also affects the first and last name order on Name fields for users. workspaces. Marketing User Checkbox that indicates whether a user has access to create. as displayed on the user edit page. to receive real-time email alerts. this field defaults to the mobile configuration assigned to the user’s profile. tags.com. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. Phone number of a user. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. and contacts. available at Setup | My Personal Information | Personal Information.com. including modification date and time. Up to 40 characters are allowed in this field. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. their personal locale. 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). as displayed on the user detail page. Mobile Mobile User Cellular or mobile phone number. for all other users. User who last changed the user fields. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. disable the checkbox for all your users. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. or authors. and number fields.com offline. 14:00). granting the user access to Salesforce CrM’s mobile capabilities. or authors. allocates one Salesforce CrM mobile license to the user. if no mobile configuration is specified. Up to 80 characters are allowed in this field. to use the campaign import wizards. if selected. to receive email. indicates the type of user license.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user. for example. 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 . 2:00 PM). edit. and delete campaigns and configure advanced campaign setup. the Mobile User checkbox is enabled by default for Unlimited edition users. Up to 40 characters are allowed in this field. if selected. overrides the organization setting. Mobile Configuration the mobile configuration assigned to the user. whereas the Chinese (China) locale displays the name as Johnson Bob. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. the Locale setting affects the format of date. they display using a 24-hour clock (for example. (read only) Combined first and last name of a user. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. the locale is set at the organization level via Setup | Company Profile | Company Information. date/time. for Personal and group edition users. this field is not available if your organization has disabled your choice to receive emails from salesforce.
fill in the name of new record owner.. For leads. training & CertifiCation 21 . fill in the name of the existing record owner in the Transfer from field. roles are selected from a picklist of available roles. which can be changed by an administrator. not available in Personal edition or group edition. When transferring accounts.Salesforce. Up to 20 characters are allowed in this field. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. specifies that the user will receive email notification whenever he or she executes force. Transferring Records available in: Group. Listing of custom links for users as set up by your administrator.. 4.com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization. amount of disk storage space the user is using. Used to define the times that display in the user’s calendar.com code (apex) that surpasses more than 50% of allocated governor limits. State or province portion of a user’s address. Choose Setup | Data Management | Mass Transfer Records. Zip code or postal code portion of a user’s address. Section 9-11. available in Developer.. 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. Professional. such as Western region Support Manager. checkbox to set the division of all transferred records to the new owner’s default division. time of day a user generally starts working. For leads. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. 2.” 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. you can transfer from users or queues.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. Enterprise. enterprise. Up to 80 characters are allowed in this field. Up to 20 characters are allowed in this field. 3. and Unlimited editions only. you can transfer to users or queues. Users in arizona should select the setting with “america/Phoenix. 7. If your organization uses divisions. 5. administrative field that defines the user’s login. Optionally. if selected. Click the link for the type of record to transfer. Up to 80 characters are allowed in this field. In the Transfer to field. 6. Primary time zone in which a user works.. you can: • Select the Transfer open opportunities. Unlimited. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. Before transferring a record. select the Change division.
. Unlimited. Enterprise. This option applies only to closed opportunities owned by the account owner.com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. Professional. 2. Leads Access to Transferred Items When transferring accounts and their related data in Professional.” 9. attachments.. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. you could search accounts in California by specifying “Billing State/Province equals CA. and Developer Editions. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. open activities. 10. Unlimited. or sales teams is removed. • 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. open activities. Click Transfer. Any relevant sharing rules are then applied to the data based on the new owners. When transferring leads to a queue. open opportunities owned by the current account owner. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . Enterprise. For example. Choose Find to look for records that match. closed opportunities and open opportunities owned by other users. Fill in search conditions that the records you’re transferring must match. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). Select the checkbox next to each record you want to transfer. notes. some associated items that are owned by the current record owner are also transferred to the new owner. Section 9-12. Deselect this checkbox if you want to remove the existing account team associated with the account. 8. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users.Salesforce. and optionally. • Select the Transfer open cases. check the box in the column header to select all currently displayed items. Transfer of Associated Items When you change record ownership. all previous access given by manual sharing. closed opportunities owned by other users aren’t changed. sharing rules. Click Setup | Customize | Leads | Web-to-Lead. Setting Up Web-to-Lead available in: Group. Note: Mass transfers do not trigger workflow rules. Optionally. open activities are not transferred. 11. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1.
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. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. 6.” Note: auto-response rules are not available in group edition. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. 8. • For organizations using record types on leads. Leave this option blank if you don’t wish to send emails when no response rules apply. To create and generate a Web-to-Lead form. Click Save. training & CertifiCation 23 .” and are changed to “Read” only when the lead owner views or edits that lead. The source of your Web-to-Lead form is always in your personal language. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. 4. select the language for the form labels displayed on your Web-to-Lead form. Users can select the My Unread Leads list view to quickly locate all their new leads. all new leads are marked as “Unread.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. To select the fields to include on your Web-to-Lead form. 9. add the Lead Currency field if you add any currency amount fields. In addition. • Be sure to select the Campaign field (and optionally. Specify the complete URL to which users should be directed after they submit their information. • For organizations using multiple currencies. This line redirects you to a debugging page when you submit the form.Salesforce. all amounts will be captured in your corporate currency. This URL could be a “thank you” page or your company’s home page. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. this template must be marked as “available for Use. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. 3. add the line <input type=”hidden” name=”debug” value=”1”> to your code. click Create Web-to-Lead Form. and click Generate. otherwise. If your organization uses the translation workbench or has renamed tabs. For Web leads that are generated as part of a campaign. 7. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. Don’t forget to remove it before releasing the Web-to-Lead page to your website. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. 5. Click Finished. if you set up response rules to use different email templates based on the information submitted. Use the Up and Down arrows to change the order of the fields on your form. If you want to test the Web-to-Lead form. All leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. the default response template is used when no response rules apply. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your website.
• If your organization uses person accounts and you’re exporting contacts.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.com.Salesforce. Note the following: • Formula and roll-up summary fields are always excluded from exports. contact salesforce. Customer Support is notified of the problem so we can help you correct it. If you’re scheduling your export. If your organization is configured for data export. you can include all data in your export file. 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. Note: If you give a user the “Weekly Data Export” permission. Select Include attachments. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. If desired. • If your organization uses divisions. if you want your export data to include attachments. select the frequency. Default Locale and Currency Locale.. indicate who should be notified by email when the backup files are ready. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks.. 6. The Export Now option prepares your files for export immediately. Click Setup | Data Management | Data Export and Export Now or Schedule Export. person account records are included in the contact data. 4. 2. if a new lead cannot be generated due to errors in your Web-to-Lead setup. 5. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. If your organization exceeds its daily Web-to-Lead limit. which is needed to export data. the contact data only includes the fields shared by contacts and person accounts. training & CertifiCation 24 . 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. Select the types of data to include in your export. Section 9-13. This functionality may be useful if you plan to use your export files for importing or other integrations. All universally required fields must have a value before a record can be created via Web-to-Lead. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. 3. start and end dates. • If your organization uses person accounts and you’re exporting accounts. data from all divisions is included in the export. Also. However. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. 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. 1. You can export all your organization’s data into a set of comma-separated values files. and time of day for your scheduled export. all account fields are included in the account data. This option is only available if a week has passed since your last export. Also. To sign up for the Data Export Service. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. Exporting Backup Data available in: Enterprise.
Furthermore. rather than the position of the columns. weekly. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. Unlimited. Click Refresh to replenish your dashboard with the most recent data. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. 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. zips them into one archive. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. You have 48 hours to download the zip file from this page. If you scheduled the export. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Refreshing Dashboard Data available in: Group. Depending on the encoding selected. a Refreshing Dashboard field displays at the top right corner of the dashboard.Salesforce. Enterprise. the refresh automatically stops. When you refresh a dashboard. click Start Export. click Refresh again. To pass the test.com Certified administrator – Study guide (Spring ‘11) 7.. If your dashboard data does not refresh after 10 minutes. When dashboard data is refreshing. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. and emails you when the file is ready. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. If necessary. 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. Salesforce CRM may require users to pass a user verification test to export data from their organization. it will be deleted. after a refresh completes. Section 9-15.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. If you’re running the export now. This simple. after that. users view the most current data. Section 9-14. Note that the words entered into the text box field must be separated by a space. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. training & CertifiCation 25 . Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person.. has correctly entered the text into the overlay. Note: For security purposes. Professional. click Save. field at the top right corner of the dashboard. as opposed to an automated program. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. you may have to make adjustments to the export file before viewing it. text-entry test helps prevent malicious programs from accessing your organization’s data. Salesforce CRM creates CSV files of your data.
click Setup | Monitoring | Scheduled Jobs. giving all users who can view the dashboard access to data they might not be able to see otherwise. Tip: Optionally. 4. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. You can perform the following actions on the All Scheduled Jobs page next to a specific dashboard refresh: ▪ ▪ Click Edit to update the notification and frequency settings of all instances of the scheduled dashboard refresh. the notification displays text that includes a link to the dashboard in Salesforce CRM.Salesforce. select the frequency at which the dashboard refreshes. • Click Others. Click Refresh and choose Schedule Refresh. To schedule a dashboard refresh: 1... This functionality bypasses all security settings. 5. from the drop-down button.. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. To view the All Scheduled Jobs page. 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. The user in the Running User field determines the dashboard’s level of access to data. Schedule the dashboard refresh: • In the Frequency field.com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML. 2. select a dashboard from the View Dashboard drop-down list. Click Refresh and choose Schedule Refresh.. • In the Preferred Start Time drop-down list. When you click the Daily.. To delete a scheduled dashboard refresh: 1. You can only send dashboard refresh notifications to email addresses included on Salesforce user records.. to send an email that includes the refreshed dashboard to additional users. more options display that allow you to refine the frequency criteria. On the Dashboards tab. Click Del to permanently delete all instances of the scheduled dashboard refresh. Click Save to schedule the dashboard refresh. • In the Start and End fields. click the Find available options. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 . specify the dates during which you wish to schedule dashboard refreshes. 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. or Monthly fields. Weekly. Click Delete. from the drop-down button.. 3. 2. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. link to choose a preferred start time for the dashboard refresh.. Users can view the dashboard after they log in. 3.
then the dashboard will only refresh on months that have 31 days.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. choose “last” from the On day of every month drop-down list. Dashboards refresh in the time zone of the user who schedules the refresh. Contract Manager training & CertifiCation 27 . if you select 2:00 PM as your preferred start time. For example. To send a dashboard refresh notification to other users. edit. users must click the name of the first column on the table or the metric label. After users receive dashboard refresh notifications in their email clients. 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.Salesforce. Users must log in to Salesforce CRM to view S-control data displayed in real time. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. If you schedule a dashboard to refresh on a specific day of every month. To view the report that a table or metric dashboard component represents. Dashboard components that include S-controls may not display in dashboard refresh notifications. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. If you want a dashboard to refresh on the last day of every month. depending on how many other dashboards are scheduled to refresh at that time. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. the dashboard must be in a public folder with access granted to others. For example. and delete contracts apply an approved status to a contract Profiles administrator. For example. if the Time Zone field on your user record is set to Pacific Standard Time. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. if you schedule a dashboard to refresh on the 31st day of every month. Contract Manager administrator. and you schedule a dashboard to refresh every day at 2:00 PM. Create. General Permissions The following table shows the general permissions associated with each standard profile. the dashboard will only refresh on months that have that specific day. In HTML-formatted dashboard refresh notifications. the dashboard may refresh any time between 2:00 PM and 2:59 PM. Other users cannot access dashboards in your personal folders. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. Note that users must log in to Salesforce CRM to view the report the dashboard component represents.
Standard User. Marketing User. Solution Manager. Standard User. Standard User.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. Contract Manager administrator. Marketing User. save. this permission is not available for customizable forecasts. Standard User. Marketing User. Standard User. 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. and delete reports. Contract Manager administrator. create. Solution Manager. Standard User. Solution Manager. Marketing User. Standard User. Solution Manager. Marketing User. Contract Manager administrator. Marketing User administrator.Salesforce. Marketing User. Contract Manager administrator. Contract Manager Create and Customize Reports View the reports tab. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Solution Manager. Contract Manager administrator. Marketing User. contacts. and delete events Edit Forecasts Create. Marketing User. Standard User. Standard User. Standard User. Contract Manager administrator. Solution Manager. When you convert to customizable forecasts. edit. Solution Manager. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. create. this permission is only available for customizable forecasts. Solution Manager. edit. and edit contracts install or uninstall appexchange packages from the appexchange Create. run. Solution Manager. edit. activate. Solution Manager. Contract Manager administrator. read only. and delete forecasts. Marketing User. Contract Manager administrator. and opportunities Profiles administrator. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Contract Manager administrator administrator administrator administrator administrator. edit. Marketing User. and delete tasks Export Reports Use the Export Details to Excel and Printable View links to export reports to excel Import Leads Import Personal Contacts import leads and update campaign history using import wizards import personal accounts and contacts training & CertifiCation 28 .
and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Marketing User. Contract Manager Mass Email Send bulk emails to contacts and leads. Create and edit account assignment rules.” and “View Setup and Configuration” permissions) Set support business hours. Contract Manager administrator. edit. Marketing User. and delete solutions that are accessible to the public on your self-service portal or website. Perform actions on multiple cases in a list view. such as mass transfer of cases Create. edit. Standard User. this permission is only available for customizable forecasts.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. Standard Platform User. run Self-Service reports Create and edit territories. read only. Standard User.”“run reports. Marketing User. read only. Solution Manager. Standard User. Set up email-to-Case. Marketing User. and delete custom fields in Salesforce CrM Content Create. edit the Support Settings. Standard User. Contract Manager. edit. Manually assign accounts to territories. Standard User. 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 administrator. Standard Platform one app User administrator. add and remove users from territories. Solution Manager.com offline Run Reports View the reports tab. and delete workspace permissions in Salesforce CrM Content Create. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. Products show in Offline Specify if products and price books are available in force. Marketing User.Salesforce. edit. Solution Manager. View dashboards based on reports training & CertifiCation 29 . run reports. Solution Manager. 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. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Solution Manager. 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. Contract Manager administrator.
edit. users with that profile will not see that type of data anywhere. Send Stay-in-touch update emails Profiles administrator. When you convert to customizable forecasts. Marketing User. 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. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. displays your custom sidebar on all pages in Salesforce CrM. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. Standard User. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. training & CertifiCation 30 . the “Show Customer Sidebar on all Pages” permission is not available. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. Solution Manager. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. For example. this permission is only available for customizable forecasts. 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. Marketing User. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Standard User. Contract Manager administrator. and delete records Note: If you remove the “Read” permission from a profile. Mass transfer leads via the Mass transfer feature. That user will not be able to view the Contacts tab when selecting the custom app that contains it. 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.com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead.Salesforce.
• Enter a description for your custom report type. and fields. you can’t change the primary object associated with it. ë Enter the Report Type Label and the Report Type Name field.Salesforce. Unlimited. Enterprise. • Select a development status: training & CertifiCation 31 . • Select the category to store the custom report type in. if you select accounts as the primary object for 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. The column lists fields searched in both the Sidebar Search and Advanced Search. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. including those you do not have permission to view.com Certified administrator – Study guide (Spring ‘11) Section 9-17. The Report Type Name is used to refer to the component when using the Web services API. object relationships. select the primary object from which you want to build your custom report type. You can search for information within any of the fields listed below. Defining Custom Report Types available in: Professional. • All objects display in the Primary Object drop-down list. To define custom report types: 1. users can create custom reports from it. Click Your Name | Setup | Create | Report Types. For example.000 characters long. • The primary object you choose determines the views available to users creating or running reports from your custom report type. see Overview of Profiles. The Report Type Label can be up to 255 characters long. 2. • After you save a custom report type. The description can be up to 1. For example. Search Fields The types of records you can search vary according to which edition you have. 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. Click New Custom Report Type. even if you do not have permission to view leads. Once you have defined a custom report type. 3. you must define a new custom report type. If you want to change the primary object. From the Primary Object drop-down list. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. For more information on permissions.
If you have too many fields. see Managing Deleted Custom Objects and Salesforce Editions and Limits. you cannot save the layout. if you do a lookup from account to account owner to account owner’s role. 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. Furthermore. you can get the account owner. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. When entering a name for your custom report type. such as Accounts. but select no fields from account owner. run reports from the custom report type. all the referenced objects still count toward the limit of 60. • A custom report type can contain up to 60 object references. 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.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. and the custom object is deleted. A counter at the top of the Page Layout step shows the current number of fields included. ▪ training & CertifiCation 32 . and Opportunity Products. Contacts. the account owner’s manager. These objects can be used as the main four objects. For example. ▪ 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. 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. ë Choose “Deployed” as the Deployment Status when you want to allow users to create and • Click Next.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. salesforce. and that role’s parent role. giving four related objects. Each referenced object counts toward the maximum limit even if no fields are chosen from it. Furthermore. choose the object relationships a report can display when run from a custom report type. • You can add up to 1. When entering a description for your custom report type. For more information. For example. change the Deployment Status back to “In Development” if you want to make more enhancements to it. • Next. considering naming that report Accounts with or without Contacts. consider describing that report as This allows you to report on accounts and their contacts. we also recommend that you clarify how the object relationships affect report results. for an account. then the custom report type and any reports created from it will automatically be deleted. 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. or as objects used to traverse relationships. For example. After deploying a custom report type. Accounts will display if they have no contacts. For example. • A custom report type can contain fields available via lookup through four levels of lookup relationships. Opportunities.000 fields to each custom report type.Salesforce. the manager’s role. as sources of fields via lookup. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts.
and click Save. click Add Campaign. Unlimited. or person account plus the individual’s current status on the campaign.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. 2. In the Campaign History related list. Note: The Campaign History related list shows the associated campaigns for a contact. developers cannot remove objects or fields from the report type once the package is released. Change the Status of the individual. or person account on an existing campaign: 5. Campaign FAQ available in: Enterprise. However. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . Select the campaign. To associate a contact. Subscribers automatically receive these changes when they install a new version of the managed package. or person account. Select the Status of the individual for the campaign. lead. and click Next. 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. and add new fields. Any user can do this via the Campaign History related list on a contact. View the detail page of the individual you want to link to the campaign. 3. or run campaign reports. you can manually link a contact. Updating Campaign History available in: Enterprise. click Edit next to the campaign name.Salesforce. 7. View the detail page of the individual associated with the campaign. view the advanced campaign setup. However. In the Campaign History related list. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. Section 9-19. 6. or person account with a campaign: 1. 4. To update the member status for a contact. 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. Unlimited. users in your organization can view campaigns. lead. lead.” A developer can edit a custom report type in a managed package after it is released. or person account to a campaign and update that individual’s campaign status. lead. such as via a phone call to a sales rep. lead. and click Save.
Both contacts and leads can be associated with your campaigns as campaign members. or Cloning individual Campaign Members 50. Edit Members – Search to view. In addition. and delete campaigns and configure advanced campaign setup.Salesforce.000 per report 50. editing. 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. Marketing Users can import leads and use the campaign import wizards if they also have the Marketing User profile (or the “Import Leads” permission and “Edit” on campaigns). or Cloning individual Campaign Members 50. You can easily add members from a campaign member detail page by clicking the Manage Members drop-down button in the campaign detail section or in the Campaign Members related list. or delete existing campaign members. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 . Unlimited. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads).000 per import file 250 per list page 1 Section 9-20. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns.com Certified administrator – Study guide (Spring ‘11) can create. edit. Update & Add Members – Import File to edit campaign member status using an import file. editing. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. Displaying and Editing Campaigns available in: Enterprise. The following tables describe additional methods to add campaign members.000 per report 50. not for marketing purposes.csv).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. update. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings.
you can use the Parent Campaign lookup field to assign a parent to your campaign. contact. campaign hierarchies. click Printable View on the campaign detail page. You can also click Save & New to save the current campaign and create another. Sharing – To share a campaign with other users. Linking Contacts. click Sharing. If the record has already been tagged. 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. Use your browser’s Print function to print the display. Printing Campaigns – To view a printable display of all information for the campaign. In the lookup dialog. and the opportunities that resulted from the campaign. Tagging Campaigns – If tags have been enabled. or person accounts with a campaign or to update the status of existing campaign members.” “Responded. If you have campaign hierarchies enabled. and then change the fields you want to update. click Edit. Leads. click Save. including activities. Tip: If your organization has enabled hover details. attachments. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page.Salesforce. Creating Campaign Hierarchies – When creating or editing a campaign. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. click Back to list at the top of the campaign detail page. you can edit fields directly on the detail page. use the arrow icons next to the section headings to expand or collapse each section on the detail page. or roles. Click more at the bottom of the page or View More below a related list to display more items. contacts. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. 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. If your organization has enabled collapsible page sections. The Member Status values are the possible responses that a member can have to the campaign such as “Sent.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. You can click individual items to display additional detail. groups. training & CertifiCation 35 . Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. 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. You can also select a campaign name from the Campaign History related list of an associated lead. click the campaign name to display detailed information.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. you can search for an existing campaign or create a new parent campaign. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. To return to the last list page you viewed. Editing Campaigns – To update a campaign.” or “Attended. Note: If enabled by your administrator. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. or person account. When you’ve finished. Note: If your organization has enabled inline editing. 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.
all users with the appropriate permissions can categorize solutions. Enterprise. follow these directions: 1. 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. All automated case actions will now have this new Automated Case User listed on the Case History. Categorizing Solutions available in: Professional. and the Customer Portal. case comments. and attachments are also deleted. Note: If you delete an event. you can browse for and find solutions by category from the Solutions tab or when solving a case. training & CertifiCation 36 . and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. This user will be listed on the case history for all actions that are system defined. click Del next to the case on the cases list page. Deleting Cases available in: Group. task. and solutions are not deleted with the case. If you undelete the case. Once your solutions are categorized. Enterprise. 3. or attachment from a case and then delete the case. or attachment cannot be restored via undelete. Unlimited. Section 9-22. Click Save. Associated contacts. can categorize solutions prior to enabling solution categories for the entire organization. any related items are also restored. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. accounts. 4. and users with the “Manage Categories” permission. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. the event. or click Delete on the case detail page. the Self-Service portal. Administrators. case comment.com Certified administrator – Study guide (Spring ‘11) Section 9-21. Section 9-23. Once solution category browsing is enabled. Click Edit to change any of the listed support settings. 2. Unlimited. task. all related events and tasks. Professional. Customers can also browse published solutions by category in public solutions. The deleted case is moved to the Recycle Bin. Click on Setup | App Setup | Customize | Cases | Support Settings. What is the Automated Case User used for? The Automated Case User is the user who will be listed in the Case History for all automated case actions in Salesforce. Each solution can belong to more than one category. When you delete a case.Salesforce. case comment.
click Del in the Solution Categories related list on the solution detail page. If a tab style is already in use. Click Save. solution category information is not available in list views. The label of the new tab is the same as the plural version of the custom object label. they will be easier for users and customers to find. View the solution you want to categorize. 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. 1. Click Hide styles which are used on other tabs to filter this list. click Create a new custom object now and follow the instructions in Defining Custom Objects. In the solution category hierarchy. Professional. a number enclosed in brackets  appears next to the tab style name. click Select to add a category to the solution. To modify a translated solution’s categories. and Developer editions apex Page tabs available in: Group. training & CertifiCation 37 . Unlimited. Click Setup | Create | Tabs. Click Select Categories in the Solution Categories related list. Optionally. We recommend that you limit the number of categories to which a solution belongs. click Deselect to remove a category from the solution. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. Note: You can create a custom report on solution categories. 5. see Customizing Solution Settings. 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. you have to modify the categories of its master solution. Click New in the Custom Object Tabs related list. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. To later remove a category from a solution. For more information on how to enable category browsing. Unlimited. Enterprise. However. 3. as described in Defining Custom Objects. Enterprise. 4. This related list is not visible unless your administrator has defined and enabled categories. Professional. Mouse over the style name to view the tabs that use the style. Repeat until you have added all applicable categories. translated solutions inherit solution categories from their master solutions. 4. Section 9-24. The categories on a translated solution are synchronized with the categories on the master solution.Salesforce. If necessary. If you put solutions into only the most relevant categories. 2.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. 3. If you haven’t already created the custom object. 2. Select the custom object to display in the custom tab. Click the Tab Style lookup icon to display the Tab Style Selector. Click a tab style to select the color scheme and icon for the custom tab.
select Apply a different tab visibility for each profile and choose Default On. tab visibility is automatically set to Default On. For example. Specify which fields display to users in the key lists section of the custom object tab home page. click New Event. and click Go! to find a document file name that includes your search term. or Tab Hidden from the drop-down list for each profile. click Search in Documents. • Alternatively. 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. Optionally. • 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. an Expense option appears in this list. • Click Save. Specify Tab Visibility. 8. 6. Default Off. The page layout controls which fields are visible and editable when users are entering data in the custom tab. 7. enter a search term. or Tab Hidden from the drop-down list. 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. and click Next. • From the Open Activities related list of an associated record. click New Event. if desired. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. 9. • Specify the custom apps that should include the new tab. For Professional Edition organizations. choose Default On. • Select a file and click OK. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. and click Next. training & CertifiCation 38 . Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. 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. Salesforce CRM replaces it with a default multicolor block icon. If you choose Default On or Default Off.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. and Developer Edition organizations. The New Custom Tab wizard reappears. and select the image you want to use. Unlimited.Salesforce. Default Off. select the document folder. • Alternatively. Enter a description of the tab. For Enterprise. Section 9-25. choose a custom link to use as the introductory splash page when users initially click the tab. if the custom object displayed in the custom tab is named Expenses. Default Off. If the document used for the icon is later deleted.
Note that the Check Spelling button must be enabled by your administrator. you can create events that last up to 14 days. training & CertifiCation 39 . click Check Spelling to spell-check the contents of the Description field. select Create recurring series of events to specify how often the event repeats. Once you’ve created the recurring event series. Spell checker does not support double-byte languages. select the users to invite and click New Event. such as Japanese. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. or resources are invited. Note: Depending on the type of series you’re creating.com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. click Add Invitees to make the event a group event to which users. 5. 2. Optionally. Select the frequency of recurrence.m. Once you’ve created the recurring event series.Salesforce. This topic describes how to complete the Recurrence section on the New Event page. 2. Optionally. Click Save. start date and time. Select the Create recurring series of events checkbox. Set the start date and end date. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. 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. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 1. click the Add Event Icon ( ) next to a date to create an event on that date. click on a time to create an event for that time. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. contacts. Alternatively. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. and end date and time. such as a weekly staff meeting that occurs every Monday at 11:00 a. • On the week view or the month view of the calendar. Note: If multiday events are enabled for your organization. 3. Enter the details of the event such as subject. leads. Optionally. Optionally. • On a multiuser calendar. 4.
Division to which the activity belongs. Picklist that determines how this event appears when another user views your calendar: busy. optional field that allows users invited to a group event to enter a note when they accept or decline the event. otherwise. available in enterprise. this field only displays if you have the “read” permission for that type of record. (read only) Location of the event. campaigns. users with sharing access to the record can click it to view more details. the record that the event is associated with. leads. or custom object. the event is assigned to the creator. to assign the event to another user. case. Private events cannot be associated with opportunities. this field appears only if multiday events are disabled. and Developer editions. (read only) Planned date of the event. this field appears only if multiday events are disabled. if any. Link used to attend an online meeting. User who created the event. Planned end date and time of the event. enter the password that meeting attendees should use to log in to the online meeting. this field is automatically filled in with the value from the corresponding contact or lead record. this option is not available when you associate the event with a lead instead of a contact. the length of a timed event in hours and minutes.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 is for online meetings only. this field can hold up to 32KB of data. users with sharing access to the record can click it to view more details. User who last changed the event. this field is not available in Personal edition. or free time. However. the phone number of the contact or lead associated with the event. 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 . this field is for online meetings only. opportunity. this field only displays if you have the “read” permission for that type of record. out of office. such as an account. or contacts. the number identifying the meeting. available only for organizations that use multiple currencies. available only in organizations that use divisions to segment their data. lead. the activity belongs to the global division. this field is automatically filled in with the value from the corresponding contact or lead record. You can enter the name of the person or use the lookup icon to select the name. or choose a date from the calendar that displays when you put your cursor in the field.Salesforce. this field is for online meetings only and is not available for trial meetings. name of the field that determines what picklist values are available for the record. users with the “View all Data” or “Modify all Data” permission can see private event details in reports and searches or when viewing other users’ calendars. By default. exported data files will always contain private events. enter a user’s name or select a user with the lookup icon. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. Checkbox that specifies whether the event lasts all day. additionally. including creation date and time. Contact or lead associated with the event. Unlimited. or custom object. contracts. accounts. including modification date and time. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. text note describing the event. this value is automatically inherited from the related account. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. Webex meeting type. amounts display in the activity currency and are also converted to the user’s personal currency. this field appears only if multiday events are enabled. this field is for online meetings only. you can add the current time by clicking the time link next to the field. cases. assigned owner of the event. the email address of the contact or lead associated with the event. this field is not available in Personal edition. You can enter a date.
follow these steps: 1. you can add the current time by clicking the time link next to the field. drop-down menu in the sidebar. To save the current state of the checkbox as your personal default.” You can enter a subject or select from a list of previously defined subjects. click Check Spelling to spell-check the contents of the Comments field. select Make this the default setting. such as email or Meeting. To get started: • Click New from the My Tasks section of the Home tab. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. this field appears only if multiday events are enabled. Choose a Webex teleconferencing service. this field is for online meetings only. Spell checker does not support double-byte languages such as Japanese. Note that the Check Spelling button must be enabled by your administrator. 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.com Certified administrator – Study guide (Spring ‘11) Field Start Description Planned start date and time of event. 2.. such as making phone calls or sending mail.. Organization-Wide Default Sharing Rule for Calendar Access System administrators have four options to choose from for the organization-wide default sharing rule for calendar access: 1. enter any dial-in instructions or details. time of a planned event. each picklist value can have up to 40 characters. Section 9-26. entry describing subject of activity. • Click Task from the Create New. but cannot see any other information about the nature of events in the user’s calendar. see “Creating Group Tasks. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. training & CertifiCation 41 . Hide Details – Others can see whether the user is available at given times. click Save & New Task to save the task and begin creating another new task. Click Save. this field is available for Webex customers only. You can add the current time by clicking the time link next to the field. additionally. To create a new task. this field appears only if multiday events are disabled. such as “Meeting. 3. Alternatively. type of the event. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. • Click New Task from the Open Activities related list of an associated record. or click Save & New Event to save the task and begin creating an event.” • Optionally.Salesforce. • 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.
For example. Specify Filter Criteria Filter by Owner These options vary.. or opportunities above a particular Amount. Hide Details and Add Events – In addition to the sharing levels set by Hide Details.Salesforce. depending on the kind of record.. Select the appropriate drop-down value for “Default Calendar Access. Show Details – Users can see detailed information about events in other users’ calendars.. To create a new view. edit.” To change this setting: 1. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. training & CertifiCation 42 . Enter View Name. 2. click Edit next to the View drop-down list. select All. this setting is set to “Hide Details and Add Events. You can create new list views to see a specific set of records such as contacts. 2. or cases to use for mass email recipient lists. manage. My Territories means records associated with territories to which you belong. leads with a specific Lead Source. and edit list data. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. documents. Enter the name to appear in the View drop-down list.com Certified administrator – Study guide (Spring ‘11) 2. you can use additional tools to customize. account and opportunity list views can be restricted by My Territories or My Territory Teams. users.. 4. Note: By default. • Price book list views can be restricted by price book. or My. In general. Click Setup | Administration | Security Controls | Sharing Rules | Edit. click Create New View at the top of any list page or in the Views section of any tab home page. Show Details and Add Events – In addition to the sharing levels set by Show Details. Fill in the following: 1. 3. users can insert events in other users’ calendars. You can also create views of contacts. users can insert events in other users’ calendars. to specify the set of records to search. There may be additional options: • Lead and case list views can be restricted by queue. create a list view of accounts in your state. navigate. 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. or campaigns. leads. To edit or delete any view you created. 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. • Activity list views have several options. • If your organization has territory management.” Section 9-27.
Unlimited. 4. choose the type of group or role from the drop-down list. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. role. select a field name and click the Add or Remove arrow. Select Fields to Display The default fields are automatically selected. users must also have the appropriate “Read” permission on the type of records within the list view. such as Lead Source equals Web. and Developer Edition users can specify a public group. Enterprise. To see a list view. Select --Current-. and click Add.Salesforce. Use the arrows to arrange the fields in the proper sequence. To add or remove fields. Filter by Additional Fields Optionally. This option is not available in Personal Edition. and then share it with the All Internal Users group or a selected set of internal groups and roles.to show records in your current working division. select the group or role from the list below it. This option is disabled if you aren’t searching all records. To create list views that only your Salesforce CRM users can see. you’ll receive an error when attempting to save the list view. select Visible to certain groups of users.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. When you select a long text area field. You can also use special date values in your filter criteria. up to 255 characters are displayed in the list view. select Visible to certain groups of users. You can display only the fields that are available in your page layout. or role including all users below that role to see the custom view. select the division that records in the list view must match. You can choose up to 15 different fields to display in your view. Note: List views are visible to your customers in the Salesforce CRM customer portal if the Visible to all users radio button is selected for views on objects assigned to customer portal users’ profiles. specify conditions that the selected items must match. To share the list view. Alternatively. specify whether everyone or just you can see the custom view. 3. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. training & CertifiCation 43 .
such as in the campaign import wizards. 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. 5.” Alternatively. applies only to events. leads.) Archived activities are not included in activity list views. note that your administrator may have customized the name of this field. that is. enter “Won equals True” as your search criteria. activity does not have a green sheet. activity is a task. applies only to events.” Note: If you are creating filter criteria for a report or list view. the event is marked as an all-day event. to show all opportunities you’ve won. Click Save. the task has been closed. this field displays as the person account icon. not events. you can use special picklist values for your search criteria. These are special picklists with values of either “True” or “False. the account is a business account. not tasks. Activities: Closed Campaigns: Active training & CertifiCation 44 . and Developer Editions. the account is a partner account or the lead or opportunity owner is a partner user. 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. the account is not a partner account or the lead or opportunity owner is not a partner user. such as in a list view or report or when mass-deleting records. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. applies only to tasks. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. the lookup icon automatically displays when you choose to filter on one of the special picklists. you can manually enter “True” or “False” in the filter criteria. Click the lookup icon to choose the value “True” or “False. 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. activity is an event. you can view only those fields that are visible in your page layout and field-level security settings. To show all closed/lost opportunities. To return to the last list page you viewed. or records owned by or shared with users in roles below you in the role hierarchy. the task Status field has a “Closed” value.Salesforce. the event has a specific time. not tasks. In addition.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. enter “Closed equals True” and “Won equals False. task is still open. The view appears in the View drop-down list so you can access it later. 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.” For example. (Field-level security is available only in Enterprise. records that have been shared with you. Campaign is active and can be chosen from various campaign picklists. click Back to list at the top of any detail page. the event is the meeting invite sent to another user for a group event. Campaign is inactive. When creating filter criteria. Unlimited. the event is the original group event assigned to the event host. not an event.
Product has a default revenue schedule. the Stage field may have a value of the type open or Closed/Lost. the partner for the opportunity has been marked as the primary partner. that is. that is. Product does not have a default quantity schedule. the opportunity is closed. Case is still open. that is. Case has been automatically escalated via your organization’s escalation rule. Case has a comment added by a Self-Service user. the lead has been converted. the opportunity is still open. Product has a default quantity schedule. the contact is enabled to log in to your Self-Service Portal. the case is open. the lead may receive mass email. Case does not have a new Self-Service comment. the lead cannot be included in a mass email recipient list.” Case has been closed. the lead has been viewed or edited at least once by the owner since it was assigned.Salesforce. the Private box on the opportunity is not checked.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. the case Status has a value that is not equivalent to “Closed. the case Status field has a “Closed” value. the lead has not yet been viewed or edited by the owner since it was assigned to that user. the opportunity has not been won. Product is inactive and cannot be added to opportunities. the lead has not been converted. Cases: Escalated training & CertifiCation 45 . the opportunity owner has checked the Private box on the opportunity edit page. the Stage field has a value of the type Closed/Won or Closed/Lost. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. Case has a new comment added by a Self-Service user. the Stage field has a value of the type Closed/Won. Case does not have a Self-Service comment. the contact is not enabled for Self-Service. the contact may receive mass email. the partner for the opportunity has not been marked as the primary partner. Case has not been escalated. the contact cannot be included in a mass email recipient list. the opportunity is closed and won. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Product does not have a default revenue schedule. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. that is.
Google AdWords What is Google AdWords? Google AdWords (http://adwords. contact salesforce. User is active and can log in. User is a partner user.com customers advertise online with Google AdWords as a mechanism to generate leads. User can manage campaigns. User is not enabled for force.com offline use. User is not enabled to manage campaigns.com) is an online advertising service used to create advertisements that display on major search engines. With Salesforce CRM and Google AdWords.Salesforce.com offline. the translated solution has not been updated to match the master solution with which it is associated. 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 . the translated solution has been updated to match the master solution with which it is associated. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. Users: Active Users: Offline User Users: Marketing User User: Is Partner Note: The special picklists you can view are only those that are visible in your page layout and field-level security settings. To request territory management for your organization. User is inactive and cannot log in. Unlimited. Section 9-29. and Developer Editions. User is not a partner user. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. Enabling Territory Management available in: Enterprise. User has access to use force. Many salesforce. you’ll be ready to turn on territory management for your organization.com.google. including Google. 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. After you’ve completed the prerequisites. (Field-level security is available only in Enterprise. that is. Unlimited.) Section 9-28.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. the solution Status field has a “reviewed” value. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management.
on the content details page click Edit | Edit Presentation. Note: Working with presentations requires Adobe Flash® Player. 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. Note: When you create. 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. on the content details page click Clone & Customize.0. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. Unlimited. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. If you do not have Flash installed. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. In Salesforce CRM Content. Professional. or modify a presentation. click the Workspaces tab and then choose Create New | Presentation. To work with presentations: 1. Enterprise. • To create a new presentation by copying an existing presentation. If presentation assembly is disabled after presentations have been created.5 or higher. version 9. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. sales opportunities.com provides a link to Adobe’s website where you can download Flash for free. In this case. clone & customize. • To modify a presentation and save it as a new version. • To create a new presentation. and Developer editions User Permissions Needed to create presentations: Manage Workspaces checked in your workspace permission definition or add Content checked in your workspace permission definition Note: Microsoft Office 2007 file previews are currently available through a pilot program. it may time out. or modify a presentation. Group. Salesforce.com does not delete existing presentations but they cannot be customized or modified. or you can browse all slides published into your workspaces. 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. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads.Salesforce. Salesforce. When you publish a PowerPoint file. copy. training & CertifiCation 47 . Depending on whether you want to create.11.
Click a suggested tag to add it to the Tags field automatically. Choose Add to presentation or Hide preview as needed. Tag your content. click Cancel to return to your starting point. If users restrict their content searches to a particular language. b. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. Click a tag to add it to the Tags field automatically. c. 5. tags or enter a new tag. hover over a slide and click the presentation icon ( that use that slide. When you are done assembling your presentation. • In search results. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. suggested tags. assign or change the presentation’s name. • In search results. a. choose Save in my personal workspace. select a specific workspace to search or enter a search term in the text box before clicking either button. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. When you select a tag it turns green. Salesforce CRM Content associates your content with your personal language setting. you can enter tags in the Tags field. Select a workspace. To publish the content on behalf of another author. hover over a presentation and click the slides icon ( presentation. click a file or slide to preview it in the lower half of the window. If you do not choose a language.com Certified administrator – Study guide (Spring ‘11) 2. choose a language. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. but you can click on them to see the preview in the lower half of the window. The following options help you assemble your presentation: • In search results.Salesforce. for example if your work is still in progress. To refine your results. ë If your administrator assigned the guided tagging rule. Your tagging permission depends on the tagging rule assigned to the workspace: ë If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule. f. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. you must choose from the list of training & CertifiCation 48 . You can re-upload the slide if you want the thumbnail to be visible. 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. Optionally. The Language drop-down list is displayed if multi-language support is enabled. hover over a document and click the garbage can icon ( document from the presentation you are assembling. click Save. complete the Reason for Change field. Note: Some slide thumbnails may not be visible or may only be partially visible. In the Save or Publish Content dialog: 4. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. choose that author from the drop-down list. 3. If you are modifying the presentation. e. • Click Clear at any time to revert your changes. As you type a tag. add or modify the presentation’s description. If you do not want the presentation to be visible to other users in your organization. Optionally. only content associated with that language is displayed in the search result set. d.
You can remove tags from a document.com. but that doesn’t delete the tag. Salesforce. Sg_Certifiedadmin_Spring11_2011-03-16 . The content type determines which custom fields appear for you to categorize and define your content. 94105 United States 1-800-NO-SOFTWARE www. h. and salesforce. Other names used herein may be trademarks of their respective owners. CA. ë Tags are case insensitive. inc. Click Publish. You can then view the content details page. inc. You can’t have two tags with the same name even if they use different upper and lowercase letters. choose one from the drop-down list.salesforce. or publish another file. For More Information Contact your account executive to learn how we can help you accelerate your CrM success.. g.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. return to the Workspaces tab.ë You can’t change or delete tag names.com owns other registered and unregistered trademarks.com and the “no software” logo are registered trademarks of salesforce. All rights reserved. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco.com. If multiple content types are available. The case of the original tag is always used. salesforce.
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