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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
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.Salesforce.
Web-to-Lead. assignment rule. 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 .Salesforce.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.
The following questions are representative of those on the Salesforce. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects.Salesforce. including Business Hours. Sample Exam Questions training & CertifiCation 6 . but should be used to become familiar with the types of questions on the exam. Web-to-Case.com Certified Administrator exam. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. Applications. These questions are not designed to test your readiness to successfully complete the certification exam. The actual exam questions may be more or less difficult than this set of questions. escalation rules. assignment rule. 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.
B. C. C.Salesforce. Refresh their browser. then log in again. F. D. Purchase Unlimited Edition licenses Request a feature license from salesforce. Change their language personal preference to Spanish. B. B. E. C. What must an Administrator do to enable Advanced Currency Management for an organization? A.com Enable Customizable Forecasting Enable Multiple Currencies 6. 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. 3. C. D. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers.) A. D. Who may be assigned a workflow task? (There are five correct answers. B. Nothing—they’ll see the application in Spanish immediately. Sales User Marketing User Invoice Manager Contract Manager 4. C. B.) A. B. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . What must end users do to see this change? A.com Certified administrator – Study guide (Spring ‘11) 1. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. D. An administrator changed the organization’s default language from English to Spanish.) A. D. C. D. Which profile is a standard Profile? (Select all that apply. Logout. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2.
either via the user interface.com professionals will be notified automatically when new release content and exams become available. the login is allowed. you can set a list of IP address ranges from which they can log in. or the Data Loader. D 4.com Certified Administrator exam. All certifications include access to new release content for subsequent releases. 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. If profile-based IP address restrictions aren’t set. 2. When users log in to Salesforce. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. B. Salesforce confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. Organization-Wide Trusted IP Address List For all users. C Answers to Sample Exam Questions 6. Salesforce Connect Offline. In preparing for the Salesforce. If IP address restrictions are defined for the user’s profile. the API. Maintaining a Certification Section 9. D. Salesforce CRM then checks whether the user’s profile has IP address restrictions. Section 9-1. E. A. F Section 8. or a desktop client such as Salesforce Connect for Outlook. you can set the hours when users can log in and the IP addresses from which they can log in. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year.com Certified administrator – Study guide (Spring ‘11) Section 7. C. D 1. C 3. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. 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. there is a maintenance fee of $100 to keep the certification current for the following year. any login outside the specified hours is denied. If login hour restrictions are specified for the user’s profile. along with the associated exams. training & CertifiCation 8 . After 1 year. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. Certified salesforce.Salesforce. A. B 5. Salesforce Connect for Office. Salesforce Connect for Lotus Notes. B. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. for 1 year. Security and Identity Confirmation To help protect your organization’s data against unauthorized access.
then the user must enter mypasswordXXXXXXXXXX to log in. 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 email instructs the user to copy and paste an activation link into the browser to activate the computer for logging in to Salesforce CRM. For access via the API or a client. The security token is valid until a user resets the security token. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. 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. see the Core Data Types Used in the API Calls topic in the Force. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. After 24 hours. Furthermore. For more information on API login faults. if a user’s password is mypassword. the login is allowed. If single sign-on is enabled for your organization. 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.Salesforce. However. A security token is an automatically generated key from Salesforce CRM. 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 . 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. or has the password reset. the user’s security token is automatically reset. When a user changes his/her password or resets the security token. the login is blocked.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.com Web Services API Developer’s Guide. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. For example. if the security token is enabled for your organization. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. Partner portal and customer portal users aren’t required to activate computers to log in. the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user’s Salesforce CRM record. 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. and the security token is XXXXXXXXXX. Whenever a login is blocked or returns an API login fault. users must add their security token to the end of their password to log in. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. changes the password. the activation link expires and users must repeat the activation process to log in. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client. if their profile has IP address restrictions set.
you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. you’ll see the tabs that are set for your profile. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. To add or remove related lists. 6. Click Save. Select “None” for the start and end times to allow users to be logged in at any time. make sure you’ve exported any data related to fiscal periods. 5. select a related list title in the Selected List box and click the Up or Down arrow. Click Save when finished. You can also access the Customize My Display page via the Customize Page link in the Dashboard section of the Home tab or on any record detail page. Click Setup | Manage Users | Profiles and select a profile. Section 9-2. Select the dashboard to use and click Save. To prohibit users from using the system on a specific day. 1. 3. Note: If a user logs in before the restricted hours. change the display order if desired. set the start and end times to the same value. customize the dashboard snapshot that displays on the Home tab. 2. training & CertifiCation 10 . You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. Click Edit in the Login Hours related list. Add each tab you want to display. to change which tabs display in each app. By default. Select an object from the drop-down list and click Customize My Pages to customize your display. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information.Salesforce. if you have multiple apps. For your Home tab. select a related list title and click the Add or Remove arrow. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. the system ends the user’s session when the restricted hours begin. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. The hours are always applied at those exact times even if a user is in a different time zone or if the company’s Default Time Zone is changed. Section 9-3. and click Save. 4. To change the order of the related lists. 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. set which related lists display on your detail pages. For all other tabs. Set the days and hours when users with this profile can use the system.
2. See Creating HTML Email Templates. 4. All these email templates can include text.Salesforce. Back up your current data. Warning: Custom fiscal years cannot be disabled once enabled. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift.com Certified administrator – Study guide (Spring ‘11) To enable custom fiscal years: 1. 5. Optionally. 2. Click Setup | Company Profile | Fiscal Year. You can also include images on your HTML and Force. Actual b. See Creating Text Email Templates.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. 3. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. quotas. You can use email templates when you send an email from the training & CertifiCation 11 . This change will affect opportunities and forecasts organization-wide. If you aren’t certain you want to enable custom fiscal years. Do not enable custom fiscal years unless you understand and are prepared for all the implications. Section 9-4. Force. merge fields. Click Enable Custom Fiscal Years. click Cancel. 6. where the content of a template can contain information from multiple records. See Creating Visualforce Email Templates. generate weekly export data. and other date-sensitive material. Managing Email Templates available in: All editions Mass email not available in: Personal. forecasts. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. Force. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. 4.com pages (Visualforce) – Administrators and developers can create templates using Force. click OK.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.com pages templates. Text – All users can create or change text email templates. a. Select Custom Fiscal Year. Enabling custom fiscal years impacts your reports.com pages. See Creating Custom HTML Email Templates. You must either know HTML or obtain the HTML code to insert in your email template. Contact Manager. Once you’ve enabled custom fiscal years. and attached files. define your fiscal year. and Group editions HtML and force. 3.com pages email templates allow for advanced merging with a recipient’s data.
Click New Template to create any type of email template. a trigger. • If the Force. For Force. • Click Edit Text Version to change the content or merge fields of the text-only version. Force. Note: You cannot send a mass email using a Force. If you leave the text-only version blank.Salesforce. If you choose not to leave the text-only version blank and instead manually create a text-only version. You can also use text and HTML templates when you send mass email.com pages (Visualforce) markup. and so on.com pages templates without HTML tags.com pages (Visualforce) markup references components in installed managed packages such as another class.com pages. click Your Name | Setup | Email | My Templates. click Your Name | Setup | Communication Templates | Email Templates. edits to the HTML version are not reflected in the text-only version. 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 the template name in the list.com pages email template. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. If you have permission to manage public email templates. To edit or delete a template. click Edit or Del next to the template name in the list. a custom object. click Edit to change the message content.com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record. subject.com recommends that you leave the text-only version blank. training & CertifiCation 12 .com pages templates: • Click Edit Template to change the markup of the template page. or text): For text templates. or merge fields. To manage your personal email templates. A button to check the spelling of your template is available for text templates and Force. • The Visualforce Attachments related list indicates which attachments are being generated through Force. the text-only version is automatically generated when you edit the HTML version. HTML. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page. the Version Settings related list shows the package versions of the installed managed packages containing the referenced components. The options vary depending on the template type (custom. When you leave the ▪ text-only version blank. ë Note: Salesforce. Salesforce automatically creates the text-only content based on the current HTML version.
• If you have the “Manage Public Templates” permission. The attached file is included in every email that uses the template. Record types can be used in various ways. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. you can click [Change] next to the Author field to select a different author. and you can create additional person account record types. and solution processes: opportunity Stage. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. see Understanding Dependencies. support processes. You cannot delete all the record types for an object if the object is referenced in a Force. These record types are called person account record types.com code (Apex) script. Unlimited. Initially. Person accounts are account records to which a special kind of record type has been assigned. 13 ▪ training & CertifiCation . • Click Delete to remove the 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. Lead Status. see Cloning Email Templates. ë Click Attach File from the Attachments related list to add an attachment to the template. and page layouts to different users based on their profiles. Managing Record Types available in: Enterprise. 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. • If “Developer Mode” is enabled. and offer different picklist values for each. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. To select a file: • Click the Search in Documents link to search for files in the Documents tab. If you select an image logo or other graphic file. click Show Dependencies to see what components the template references. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. the author is the person who created the email template.Salesforce.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. You can change the name of this record type. For more information. • Alternatively. For more information. Section 9-5. • Click Clone to clone a template. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. lead processes. picklist values. and solution Status. case Status. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes.
To define field-level security: 1. read only. ë In the Field-Level Security section. you can: ▪ Create page layouts to organize the fields on detail and edit pages. click View next to the tab you want to modify. list views. 3. custom links. if a field is required in the page layout and read only in the field-level security settings. Force. The most restrictive field access settings of the two always apply. 2. reports. the field-level security overrides the page layout and the field will be read only for the user.Salesforce. available in: Enterprise. or editable (visible without read only) for users based on their profile. and when synchronizing data or importing personal data. After setting field-level security for users based on their profiles. Note: These field access settings apply throughout Salesforce CRM. For example. training & CertifiCation 14 . The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. click a tab or activity link. search results. and then click Fields. Click Save. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. ë Select a profile to change the field access for users with that profile. ë Click Set Field-Level Security. and then click Edit.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. Specify whether the fields should be visible. the Salesforce CRM customer portal. the Salesforce CRM partner portal. Setting Field-Level Security Section 9-6. 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. email and mail merge templates. ë Select the field you want to modify. Unlimited. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access.com Connect Offline. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. hidden. The settings also override any lessrestrictive field access settings on the page layouts.
com (apex) triggers. you can create a custom hierarchical relationship field to store each user’s direct manager. for more information on relationships. if this field is specified for contacts or leads. they can also add the current date and time by clicking the date and time link next to the field. You can create lookup relationship fields that link to users. see overview of relationships. Values lose precision after 15 decimal places. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. however. allows users to check a box.345 becomes 12. you can limit the data by specific dates using any custom date field. allows users to automatically calculate values based on other values or fields such as merge fields. Universally required fields always display on edit pages regardless of field-level security. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields. 22. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. if a lookup field references a record that is deleted. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. use “true” for checked values and “false” for unchecked values. Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. in lookup dialog search results. for example.Salesforce sets the lookup field to null. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. Verify users’ access to fields by checking the field accessibility grid. in reports. the time of day includes aM or PM notation. See Building formulas and operators and functions.5 becomes 22. for example. you can then display a related list to show all of the records that are linked to it. 12. workflow rules. Creates a relationship between two records so you can associate them with each other. or custom objects.35 and -12. for example. on the associated record. indicating a true or false attribute of a record.Salesforce. standard objects. the system automatically formats the field as a currency amount. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. Note: Salesforce uses the round half even tie-breaking rule for currency fields. the maximum length of any autonumber field is 30 characters. Below is a description of each custom field type. lookup relationship fields from campaign members to other objects are available. in reports. validation rules.34.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. and in the key lists on tab home pages. or roll-up summary fields. This process reduces the number of page layouts for you to maintain.5 becomes 24. and the lookup field is not required in the page layout. When using a checkbox field for a report or list view filter. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. allows users to enter a date or pick a date from a popup calendar and enter a time of day. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. allows users to enter an email address. and -23. 20 of which are reserved for prefix or suffix text. allows users to enter a currency amount. this can be useful if you export data to excel or another spreadsheet. users can choose the address when clicking Send an email. which is validated to ensure proper format. 23. Custom Field Types The first step in creating a custom field is choosing the type of the field. a lookup relationship has no effect on record deletion or security. They also may be visible to users even though they reference fields your users can’t see. Lookup relationship fields are not available in Personal edition.345 becomes -12. Lookup relationship fields to campaign members are not available. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. Lookup Relationship training & CertifiCation 15 . Set the fields that display in search results. Section 9-7. then use page layouts primarily to organize detail and edit pages within tabs. for example.5 becomes -22. note that you can’t use custom email addresses for mass emails.5 becomes -24. you can limit the data by specific dates and times using any custom date field. 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. -22. and does not run any force.
automatically displays the record count of related records or calculates the sum. not the number of decimal of spaces specified in the number field configuration. note that every time you press Enter within a long text area field. Professional. ‘10’. indent. up to 255 characters. Salesforce automatically formats it as a phone number. allows users to enter up to 255 characters of any valid website address. available for custom objects only. See entering Phone numbers. redo. strike-out.000 character limit. a runtime error occurs. You can set a maximum length. the maximum size for uploaded images is 1MB. inclusive of all the formatting and HtML tags. these 2 characters count toward the 32. and Developer editions training & CertifiCation 16 . Note: Salesforce uses the round half up tie-breaking rule for number fields. the toolbar allows the user to undo. if desired. allows users to enter up to 32. When users click on the field. Percent allows users to enter a percentage number. italicize. underline. Consequently. the system automatically adds the percent sign to the number. Master-detail relationships cannot be used with campaign members. this data type is not available for activities or products on opportunities.Salesforce. only gif. bold.34. for example. salesforce. upload or link to an image. these fields display each value separated by a semicolon. or symbols that are stored in encrypted form. and outdent. jpeg and png file types are supported. contact salesforce. Enterprise. a line break and a return character are added to the text. for more information. 12.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.000 characters. Note: if you are using the Service Cloud’s call center. 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. Note: if the decimal value is greater than 15. Unlimited. to enable encrypted fields for your organization.com. see overview of relationships. allowing click-to-dial functionality. allows users to select more than one picklist value from a list you define.000 characters that display on separate lines similar to a Description field. numbers. allows users to enter any combination of letters. add a numbered or non-numbered list. note that only the first 50 characters are displayed on the record detail pages. You can set the length of this field type to a lower limit. add a hyperlink. any length from 256 to 32.345 becomes 12. custom phone fields are displayed with the button. users can format the field content and add images and hyperlinks. Values lose precision after 15 decimal places. the UrL will open in a separate browser window. and you add a percent sign to the number. the maximum field size is 32. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. this is treated as a real number and any leading zeros are removed. although you can create a master-detail relationship field on a custom object that links to a standard object. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. Mapping Custom Lead Fields available in: Group. for more information on relationships. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. numbers. for example.000 characters is allowed. see Using rich text area fields. With the use of a toolbar. or symbols. You can set a maximum length of up to 175 characters. minimum.35 and -12. or maximum value of related records.345 becomes -12. Number allows users to enter any number. allows users to enter up to 255 characters that display on separate lines similar to a Description field.com recommends that you do not use a custom phone field for fax numbers. Phone allows users to enter any phone number. for example. Salesforce rounds numbers referenced in merge fields according to the user’s locale. allows users to enter any combination of letters. modify alignment.
To specify the mapping for custom lead fields: 1. Currency. 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. Please review the information below in detail. Text Area. contact. contact. training & CertifiCation 17 .com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. Documents. and opportunity fields.com disable this feature): Renaming salesforce. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. Partners. Contacts. ë You can map auto-number fields to fields of type Text. Contracts. Click Save. Cases. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. choose a custom account. please follow the instructions at the end of this message. Note: If you change the data type of any custom field used for lead conversion.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. map it to another custom currency field with a length of 3 and 2 decimal places. contact. For example. Section 9-9. or opportunity fields. the information from the standard lead fields is inserted into standard account. ë Do not map custom formula fields to other formula fields or any other type of field. and Solutions. However. especially in the areas of help. If you’re ready to move ahead with this feature. currency. Salesforce. support. There are some exceptions: ë You can map between text and picklist fields. Campaigns. and opportunity.Salesforce. ë You can map fields of type Text or Text Area to long text area fields. or Picklist. Products. Price Books. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. and release communications. ë Roll-up summary fields are not available for mapping lead fields of converted leads.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. or percent fields of exactly the same length and decimal places. Assets. you can specify how you want that custom information converted into custom account. Opportunities. If your organization has custom lead fields. training. • Remember to map custom lead fields to other custom fields of the same data type. that lead field mapping will be deleted. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. Leads. or opportunity field into which you want the information inserted when you convert a lead. For each custom lead field. that is. contact. • Remember to map custom lead fields of type Number. Select Setup | Customize | Leads | Fields | Map Lead Fields. if your lead currency field has a length of 3 and 2 decimal places. or Percent to other number.
all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. if you rename Accounts to Companies. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. reports. will automatically reflect the new terminology you define. administrative checkbox that enables or disables user login to the service. Section 9-10. Some fields are only displayed to administrators when creating or editing users. all references to “accounts” will be changed automatically to “companies. In addition. and communication templates. You will need to rename each tab manually. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. record types. and field names show up within the application? All Salesforce CRM pages accessible by your end users. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. training & CertifiCation 18 . including Personal Setup pages.” you’ll have to change it to “Company Health Check” to reflect your new terminology.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them.Salesforce. For example. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. For example. object. however. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. 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. User Fields The available fields vary according to which Salesforce CRM edition you have. Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. If your organization renames tab and object names. 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. your users will first see a new overview page when they click on our online help links. page layouts. you can also create your own online help and user documentation. 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. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. views. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. This list includes but is not limited to custom fields. if you already have a custom email template titled “Account Health Check. In other words.com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. Where will the new tab.
the new record is assigned to the existing record’s division. group that user works for. available only for organizations that use multiple currencies. Company name where the user works. time of day a user generally stops working.com. Company division to which user belongs. ISO8859-1 represents all Latin characters and should be used by english-speaking users. Short name to identify a user on list pages. the default currency for all currency amount fields in the user record. Shift_JIS. the organization’s Display Language applies to all users. Up to 40 characters are allowed in this field. EUC-JP. Users can change their division at any time. reports. Up to 40 characters are allowed in this field. When users create records related to an account or other record that already has a division. such as Customer Support. and Unlimited edition. this field is only visible to organizations that have force. a user’s individual Language setting overrides the organization’s Default Language. Up to 40 characters are allowed in this field. not available in Personal edition or group edition. City portion of the user’s address. fax number for a user. Up to 255 characters are allowed in this field. name of the associated contact if the user is a partner user. enterprise. this setting does not restrict the user from viewing or creating records in other divisions. PC Sales group. User who created the user. Must be a valid email address in the form: jsmith@acme. Used to define the times that display in the user’s calendar. first name of a user. and ISO-2022-JP are useful for Japanese users. Shown only in organizations using multiple currencies. Salesforce. this must be one of the active currencies for the organization. forecasts. this field is not available if your organization has disabled your choice to receive emails from salesforce. by default. and other pages where the entire name does not fit. in organizations using Professional.com. User’s default currency setting for new records. this user can also approve approval requests for users.com. opt in to receive administrator-targeted promotional emails from salesforce.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. available only for organizations that use multiple currencies. enables development mode for creating and editing force. and reports. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. Country portion of the user’s address. available only in organizations that use divisions to segment their data. the value used to identify a user for federated authentication single sign-on. but is not supported by some older email software. Up to 8 characters are allowed in this field. Division that is applied.com pages (Visualforce). Up to 80 characters are allowed in this field. (read only) User’s default currency for quotas. the primary language for the user. all text and online help is displayed in this language. as displayed on the user edit page. Up to 40 characters are allowed in this field. indicates whether the user is allowed to use customizable forecasting. Depending on the approval process settings.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.com pages enabled. to all new accounts and leads created by the user. for example. Up to 80 characters are allowed in this field. the default division is not used. including creation date and time. indicates whether an aPi token has ever been reset. (read only) training & CertifiCation 19 . the name of the call center to which this user is assigned. identifying number for a user. unless he or she explicitly sets a different division. email address of a user. UTF-8 (Unicode) represents all characters for all the world’s languages.Salesforce. Character set and encoding for outbound email sent by a user from within Salesforce. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. Up to 40 characters are allowed in this field.
Checkbox that specifies if the user was created via self-registration to a customer portal.com. opt in to receive user-targeted promotional emails from salesforce. for all other users.Salesforce. as displayed on the user detail page. for example. for Personal and group edition users.com.com offline. to use the campaign import wizards. leads.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user. tags. as displayed on the user edit page. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. workspaces. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. overrides the organization setting. preventing you from selecting a user who directly or indirectly reports to himself/herself. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. 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 . Up to 80 characters are allowed in this field. the locale is set at the organization level via Setup | Company Profile | Company Information. this field establishes a hierarchical relationship. to receive real-time email alerts. administrative checkbox that indicates whether a user has access to use force. Up to 40 characters are allowed in this field. allocates one Salesforce CrM mobile license to the user. or authors. indicates the type of user license. available in enterprise and Unlimited editions only. this field defaults to the mobile configuration assigned to the user’s profile. 2:00 PM). date/time. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. Bob Johnson in the english (United States) locale displays as Bob Johnson. the user must also select the Receive Salesforce Content Email Alerts checkbox. to receive email. Mobile Mobile User Cellular or mobile phone number. and delete campaigns and configure advanced campaign setup. including modification date and time. User who last changed the user fields. whereas the Chinese (China) locale displays the name as Johnson Bob. if selected. Mobile Configuration the mobile configuration assigned to the 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 setting affects the format of date. and contacts. if selected. Phone number of a user. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. workspaces. edit. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. they display using a 24-hour clock (for example. their personal locale. the Locale setting also affects the first and last name order on Name fields for users. Up to 40 characters are allowed in this field. (read only) Combined first and last name of a user. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. administrative field that defines a user’s permission to perform different functions within the application. Marketing User Checkbox that indicates whether a user has access to create. Country or geographic region in which user is located. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. 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). for example. the Mobile User checkbox is enabled by default for Unlimited edition users. Salesforce CrM lets you inactivate users who are referenced in the Manager field. if no mobile configuration is specified. available at Setup | My Personal Information | Personal Information. this field is not available if your organization has disabled your choice to receive emails from salesforce. Manager Lookup field used to select the user’s manager. disable the checkbox for all your users. and number fields. or authors. 14:00). whereas in the english (United Kingdom) locale. granting the user access to Salesforce CrM’s mobile capabilities. tags. Note: Unlike other hierarchy fields.
5.. amount of disk storage space the user is using. administrative field that defines the user’s login. time of day a user generally starts working. available in Developer. Before transferring a record. enterprise. Up to 80 characters are allowed in this field. Optionally. fill in the name of new record owner. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. training & CertifiCation 21 . and Unlimited editions only. you can transfer to users or queues.. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. select the Change division. When transferring accounts. State or province portion of a user’s address. Click the link for the type of record to transfer. Users in arizona should select the setting with “america/Phoenix. In the Transfer to field. roles are selected from a picklist of available roles. Enterprise. Up to 80 characters are allowed in this field. 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. you can transfer from users or queues. 6. 3. If your organization uses divisions. Zip code or postal code portion of a user’s address. not available in Personal edition or group edition. checkbox to set the division of all transferred records to the new owner’s default division. 2. Unlimited. specifies that the user will receive email notification whenever he or she executes force.Salesforce. Section 9-11. Used to define the times that display in the user’s calendar.com code (apex) that surpasses more than 50% of allocated governor limits.. Professional. For leads. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. Transferring Records available in: Group. For leads. if selected. Choose Setup | Data Management | Mass Transfer Records. 7. which can be changed by an administrator. 4. Up to 20 characters are allowed in this field. such as Western region Support Manager. Primary time zone in which a user works. you can: • Select the Transfer open opportunities. Up to 20 characters are allowed in this field..” 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. fill in the name of the existing record owner in the Transfer from field.com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization. Listing of custom links for users as set up by your administrator.
11.com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. open activities are not transferred. Section 9-12. Click Transfer. Any relevant sharing rules are then applied to the data based on the new owners. all previous access given by manual sharing. Setting Up Web-to-Lead available in: Group. Choose Find to look for records that match. open activities. open activities. Fill in search conditions that the records you’re transferring must match. notes. Unlimited. • Select the Transfer open cases. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). and optionally. or sales teams is removed. Deselect this checkbox if you want to remove the existing account team associated with the account. Transfer of Associated Items When you change record ownership. open opportunities owned by the current account owner. 2. When transferring leads to a queue. Optionally. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . check the box in the column header to select all currently displayed items. Select the checkbox next to each record you want to transfer. Enterprise.” 9. This option applies only to closed opportunities owned by the account owner. Enterprise. some associated items that are owned by the current record owner are also transferred to the new owner. Leads Access to Transferred Items When transferring accounts and their related data in Professional. closed opportunities and open opportunities owned by other users. sharing rules. Unlimited. Note: Mass transfers do not trigger workflow rules. attachments. and Developer Editions. 10.Salesforce. Professional. Click Setup | Customize | Leads | Web-to-Lead. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1... • 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. you could search accounts in California by specifying “Billing State/Province equals CA. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. closed opportunities owned by other users aren’t changed. For example. 8.
Users can select the My Unread Leads list view to quickly locate all their new leads.” and are changed to “Read” only when the lead owner views or edits that lead. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. Don’t forget to remove it before releasing the Web-to-Lead page to your website. The source of your Web-to-Lead form is always in your personal language. All leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. otherwise. click Create Web-to-Lead Form. the default response template is used when no response rules apply. Specify the complete URL to which users should be directed after they submit their information. 9. 8. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. 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. 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. Use the Up and Down arrows to change the order of the fields on your form. In addition. • For organizations using multiple currencies. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list.Salesforce. 6. If you want to test the Web-to-Lead form. • For organizations using record types on leads. If your organization uses the translation workbench or has renamed tabs. add the line <input type=”hidden” name=”debug” value=”1”> to your code. select the language for the form labels displayed on your Web-to-Lead form. To select the fields to include on your Web-to-Lead form. To create and generate a Web-to-Lead form. training & CertifiCation 23 . add the Lead Currency field if you add any currency amount fields. Leave this option blank if you don’t wish to send emails when no response rules apply. This URL could be a “thank you” page or your company’s home page. 3. Click Save. Click Finished. 4. all amounts will be captured in your corporate currency.” Note: auto-response rules are not available in group edition. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your website. • Be sure to select the Campaign field (and optionally. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. 7. and click Generate. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. 5. This line redirects you to a debugging page when you submit the form. this template must be marked as “available for Use. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. For Web leads that are generated as part of a campaign. if you set up response rules to use different email templates based on the information submitted.
com. indicate who should be notified by email when the backup files are ready. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. the contact data only includes the fields shared by contacts and person accounts. 6. Select Include attachments. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. and Unlimited editions available for an additional cost in: Professional edition User Permissions Needed to export data: “Weekly Data export” Your organization can sign up to receive backup files of your data. and time of day for your scheduled export. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. Click Setup | Data Management | Data Export and Export Now or Schedule Export. • If your organization uses person accounts and you’re exporting contacts. This option is only available if a week has passed since your last export. Select the types of data to include in your export. if a new lead cannot be generated due to errors in your Web-to-Lead setup. • If your organization uses divisions. start and end dates. Customer Support is notified of the problem so we can help you correct it. 1. Also. However. Note: If you give a user the “Weekly Data Export” permission. if you want your export data to include attachments. If your organization exceeds its daily Web-to-Lead limit.. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. All universally required fields must have a value before a record can be created via Web-to-Lead. Exporting Backup Data available in: Enterprise. If desired. all account fields are included in the account data. If your organization is configured for data export. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. This functionality may be useful if you plan to use your export files for importing or other integrations. you can include all data in your export file. he or she has view access to all data that is exported and can see all custom objects and fields in the Weekly Export Service page. The Export Now option prepares your files for export immediately. Note the following: • Formula and roll-up summary fields are always excluded from exports. data from all divisions is included in the export. Also. • If your organization uses person accounts and you’re exporting accounts. which is needed to export data. 2. Section 9-13. If you’re scheduling your export.. select the frequency. contact salesforce. Default Locale and Currency Locale. To sign up for the Data Export Service. person account records are included in the contact data. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. 4. Select the desired encoding for your export file.com Certified administrator – Study guide (Spring ‘11) Note: The format for date and currency fields captured online is taken from your organization’s default settings. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. You can export all your organization’s data into a set of comma-separated values files. 5. 3. training & CertifiCation 24 .Salesforce.
rather than the position of the columns. as opposed to an automated program. Depending on the encoding selected. a Refreshing Dashboard field displays at the top right corner of the dashboard. you can send an email notification to yourself and other users that includes the dashboard in HTML format. after a refresh completes. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. When dashboard data is refreshing. 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. training & CertifiCation 25 . When you refresh a dashboard.. If your dashboard data does not refresh after 10 minutes. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. Section 9-14. Unlimited. Refreshing Dashboard Data available in: Group. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. Note that the words entered into the text box field must be separated by a space. Enterprise. the refresh automatically stops. Note: For security purposes. and emails you when the file is ready. click Save. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. To pass the test. Salesforce CRM creates CSV files of your data. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. click Refresh again. has correctly entered the text into the overlay. weekly.. Click Refresh to replenish your dashboard with the most recent data. it will be deleted. If you scheduled the export. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. This simple. Section 9-15. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. you may have to make adjustments to the export file before viewing it. 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. If you’re running the export now. click Start Export. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. Furthermore.com Certified administrator – Study guide (Spring ‘11) 7. zips them into one archive. If necessary. after that. Salesforce CRM may require users to pass a user verification test to export data from their organization. text-entry test helps prevent malicious programs from accessing your organization’s data. field at the top right corner of the dashboard.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. You have 48 hours to download the zip file from this page. Professional. users view the most current data.
The scheduled refresh is permanently deleted and not sent to the Recycle Bin. When you click the Daily. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. 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. from the drop-down button. 2.Salesforce..com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML. 3. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. Users can view the dashboard after they log in. On the Dashboards tab. 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. click the Find available options. Click Refresh and choose Schedule Refresh. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 . link to choose a preferred start time for the dashboard refresh. • In the Preferred Start Time drop-down list. 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.. click Setup | Monitoring | Scheduled Jobs. select the frequency at which the dashboard refreshes.. Click Del to permanently delete all instances of the scheduled dashboard refresh. 3. To delete a scheduled dashboard refresh: 1. To schedule a dashboard refresh: 1.. Click Save to schedule the dashboard refresh. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. Tip: Optionally. Click Refresh and choose Schedule Refresh. • In the Start and End fields. 2. or Monthly fields. Click Delete. Schedule the dashboard refresh: • In the Frequency field. • Click Others. specify the dates during which you wish to schedule dashboard refreshes. from the drop-down button. more options display that allow you to refine the frequency criteria. Weekly. This functionality bypasses all security settings. The user in the Running User field determines the dashboard’s level of access to data. 5... 4. to send an email that includes the refreshed dashboard to additional users... To view the All Scheduled Jobs page. the notification displays text that includes a link to the dashboard in Salesforce CRM. giving all users who can view the dashboard access to data they might not be able to see otherwise. select a dashboard from the View Dashboard drop-down list.
To view the report that a table or metric dashboard component represents. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. if you schedule a dashboard to refresh on the 31st day of every month. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. Dashboard components that include S-controls may not display in dashboard refresh notifications. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. For example. if you select 2:00 PM as your preferred start time. the dashboard may refresh any time between 2:00 PM and 2:59 PM. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. In HTML-formatted dashboard refresh notifications. After users receive dashboard refresh notifications in their email clients. edit. users must click the name of the first column on the table or the metric label. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. 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. Dashboards refresh in the time zone of the user who schedules the refresh.Salesforce. Other users cannot access dashboards in your personal folders. General Permissions The following table shows the general permissions associated with each standard profile. Create. and delete contracts apply an approved status to a contract Profiles administrator. then the dashboard will only refresh on months that have 31 days. choose “last” from the On day of every month drop-down list. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. If you want a dashboard to refresh on the last day of every month. the dashboard will only refresh on months that have that specific day. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. the dashboard must be in a public folder with access granted to others. Users must log in to Salesforce CRM to view S-control data displayed in real time. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. To send a dashboard refresh notification to other users. Contract Manager training & CertifiCation 27 . Contract Manager administrator. For example.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. depending on how many other dashboards are scheduled to refresh at that time. and you schedule a dashboard to refresh every day at 2:00 PM. For example. If you schedule a dashboard to refresh on a specific day of every month. if the Time Zone field on your user record is set to Pacific Standard Time.
edit. Solution Manager. Solution Manager. Contract Manager administrator. edit. Contract Manager administrator. Marketing User. Marketing User. Marketing User. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Solution Manager. this permission is not available for customizable forecasts. Solution Manager. read only. Standard User. and delete forecasts.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. save. edit. Standard User. 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 . Contract Manager administrator. Standard User. edit. this permission is only available for customizable forecasts. Solution Manager. When you convert to customizable forecasts. Marketing User. Standard User. activate. and delete events Edit Forecasts Create. Contract Manager Create and Customize Reports View the reports tab.Salesforce. Standard User. Contract Manager administrator. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. Marketing User. Solution Manager. Standard User. Solution Manager. create. Marketing User. contacts. run. and edit contracts install or uninstall appexchange packages from the appexchange Create. Contract Manager administrator. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Standard User. Solution Manager. create. Marketing User. Marketing User. Standard User. Contract Manager administrator. Solution Manager. Contract Manager administrator. Marketing User administrator. Solution Manager. Standard User. Contract Manager administrator. Marketing User. and delete reports. Contract Manager administrator administrator administrator administrator administrator. Standard User. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. and opportunities Profiles administrator.
Standard Platform User. Create and edit account assignment rules. edit the Support Settings. Contract Manager administrator. 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. Standard User. run reports. Solution Manager. and delete workspace permissions in Salesforce CrM Content Create. Solution Manager. Marketing 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). Solution Manager. Marketing User. Standard User. Manually assign accounts to territories.”“run reports. this permission is only available for customizable forecasts. Set up email-to-Case. run Self-Service reports Create and edit territories. Marketing User. Standard User. Marketing User. Contract Manager Mass Email Send bulk emails to contacts and leads.Salesforce. Standard Platform one app User administrator.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. read only. Contract Manager. Contract Manager administrator. View dashboards based on reports training & CertifiCation 29 . edit. edit. and delete solutions that are accessible to the public on your self-service portal or website. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Marketing User. Solution Manager. Standard User. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. add and remove users from territories. 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.” and “View Setup and Configuration” permissions) Set support business hours. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. Standard User.com offline Run Reports View the reports tab. and delete custom fields in Salesforce CrM Content Create. edit. Contract Manager administrator. Perform actions on multiple cases in a list view. read only. edit. such as mass transfer of cases Create. Products show in Offline Specify if products and price books are available in force.
and delete records Note: If you remove the “Read” permission from a profile. Marketing User. if the Show Custom Sidebar Components on All Pages user interface setting is selected.com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead. Marketing User. Solution Manager. edit. including: Tab will not be visible Fields of that type will not be visible on other tabs Related lists of that type will not be visible on other tabs Search results will not return records of that type Report data for records of that type will not be available Merge fields of that type will not be available Custom links of that type will not be visible The only exception is within the setup area.Salesforce. Standard 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. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. Standard User. When you convert to customizable forecasts. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. training & CertifiCation 30 . instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. Solution Manager. Mass transfer leads via the Mass transfer feature. the “Show Customer Sidebar on all Pages” permission is not available. 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. That user will not be able to view the Contacts tab when selecting the custom app that contains it. displays your custom sidebar on all pages in Salesforce CrM. For example. Contract Manager administrator. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. users with that profile will not see that type of data anywhere. this permission is only available for customizable forecasts. Send Stay-in-touch update emails Profiles administrator.
For example. object relationships. The description can be up to 1. • Select a development status: training & CertifiCation 31 . leads are available in the Primary Object drop-down list so that you can build lead report types for other users. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. • Enter a description for your custom report type. To define custom report types: 1. and fields. Defining Custom Report Types available in: Professional. • The primary object you choose determines the views available to users creating or running reports from your custom report type. 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. including those you do not have permission to view.Salesforce. users can create custom reports from it. Click Your Name | Setup | Create | Report Types. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. 2. • Select the category to store the custom report type in. you must define a new custom report type. Unlimited. • All objects display in the Primary Object drop-down list. select the primary object from which you want to build your custom report type. From the Primary Object drop-down list. you can’t change the primary object associated with it. Enterprise.com Certified administrator – Study guide (Spring ‘11) Section 9-17. You can search for information within any of the fields listed below. • After you save a custom report type. ë Enter the Report Type Label and the Report Type Name field.000 characters long. even if you do not have permission to view leads. The Report Type Label can be up to 255 characters long. Click New Custom Report Type. If you want to change the primary object. see Overview of Profiles. For more information on permissions. For example. 3. The column lists fields searched in both the Sidebar Search and Advanced Search. if you select accounts as the primary object for your custom report type. Search Fields The types of records you can search vary according to which edition you have. Once you have defined a custom report type. The Report Type Name is used to refer to the component when using the Web services API.
for an account. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. For example. Each referenced object counts toward the maximum limit even if no fields are chosen from it. • Next. ▪ training & CertifiCation 32 .com Certified administrator – Study guide (Spring ‘11) ë Choose “In Development” as the Deployment Status when first creating your custom report type to hide it from users while you are designing and testing it.000 fields to each custom report type. For example. giving four related objects. the account owner’s manager. • A custom report type can contain up to 60 object references. you cannot save the layout. but select no fields from account owner. When entering a description for your custom report type. For example. choose the object relationships a report can display when run from a custom report type.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. For example. When entering a name for your custom report type. Accounts will display if they have no contacts. A counter at the top of the Page Layout step shows the current number of fields included. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. or as objects used to traverse relationships. Opportunities. • You can add up to 1. custom report types associated with custom objects in the Deleted Custom Objects list count against the maximum number of custom report types you can create. run reports from the custom report type. For more information. all the referenced objects still count toward the limit of 60. change the Deployment Status back to “In Development” if you want to make more enhancements to it. Contacts. see Managing Deleted Custom Objects and Salesforce Editions and Limits. ▪ 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. we also recommend that you clarify how the object relationships affect report results. 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. salesforce. 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. These objects can be used as the main four objects. If you have too many fields. Furthermore. ë Choose “Deployed” as the Deployment Status when you want to allow users to create and • Click Next. you can get the account owner. 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. as sources of fields via lookup. considering naming that report Accounts with or without Contacts. After deploying a custom report type. then the custom report type and any reports created from it will automatically be deleted. such as Accounts. and the custom object is deleted. and Opportunity Products. if you do a lookup from account to account owner to account owner’s role. consider describing that report as This allows you to report on accounts and their contacts. Furthermore. and that role’s parent role. the manager’s role. • A custom report type can contain fields available via lookup through four levels of lookup relationships.Salesforce.
Change the Status of the individual. However. To associate a contact. Unlimited. Any user can do this via the Campaign History related list on a contact. and click Next. and click Save. and add new fields. lead. 6. View the detail page of the individual you want to link to the campaign. or person account on an existing campaign: 5. 4. Select the campaign. 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. However. lead. and click Save. Unlimited. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . users in your organization can view campaigns.Salesforce. or person account. such as via a phone call to a sales rep. Select the Status of the individual for the campaign. Note: The Campaign History related list shows the associated campaigns for a contact. Section 9-19. 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. developers cannot remove objects or fields from the report type once the package is released. click Edit next to the campaign name. click Add Campaign.” A developer can edit a custom report type in a managed package after it is released. you can manually link a contact. view the advanced campaign setup. Subscribers automatically receive these changes when they install a new version of the managed package. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. In the Campaign History related list. or run campaign reports. Updating Campaign History available in: Enterprise. 3. 7. To update the member status for a contact. View the detail page of the individual associated with the campaign. or person account plus the individual’s current status on the campaign. lead.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. lead. lead. or person account with a campaign: 1. 2. Campaign FAQ available in: Enterprise. or person account to a campaign and update that individual’s campaign status. In the Campaign History related list.
csv).000 per report 50.000 per report 50.Salesforce. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). Edit Members – Search to view. edit. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. 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. Displaying and Editing Campaigns available in: Enterprise. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 . or Cloning individual Campaign Members 50. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. 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. not for marketing purposes. In addition. and delete campaigns and configure advanced campaign setup. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. 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).000 per import file 250 per list page 1 Section 9-20. or Cloning individual Campaign Members 50. Adding Contacts to Campaigns Contact Source a report of existing contacts a CSV file of existing contacts a list view of existing contacts an individual contact detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Campaign Update Wizard adding Contacts or Leads from a List View to a Campaign adding. update. Unlimited. Update & Add Members – Import File to edit campaign member status using an import file. editing. editing.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. The following tables describe additional methods to add campaign members. or delete existing campaign members. Both contacts and leads can be associated with your campaigns as campaign members.
or roles. click Printable View on the campaign detail page. Mouse over a related list hover link to display the corresponding related list and its number of records in an interactive overlay that lets you quickly view and manage the related list items. use the arrow icons next to the section headings to expand or collapse each section on the detail page. campaign hierarchies. Tagging Campaigns – If tags have been enabled. click one of the tag names to view a list of all records with that tag. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Tip: If your organization has enabled hover details. or person accounts with a campaign or to update the status of existing campaign members.” or “Attended. click Save. contact. or person account. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. you can search for an existing campaign or create a new parent campaign. Use your browser’s Print function to print the display. attachments. Linking Contacts. Note: If enabled by your administrator. 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. including activities. training & CertifiCation 35 . In the lookup dialog. Leads.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. Printing Campaigns – To view a printable display of all information for the campaign. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. You can also select a campaign name from the Campaign History related list of an associated lead. Sharing – To share a campaign with other users. You can also click Save & New to save the current campaign and create another. You can click individual items to display additional detail. Click more at the bottom of the page or View More below a related list to display more items. Creating Campaign Hierarchies – When creating or editing a campaign. and then change the fields you want to update. 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. To return to the last list page you viewed. If your organization has enabled collapsible page sections. you can edit fields directly on the detail page. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. click Back to list at the top of the campaign detail page. If the record has already been tagged. click Edit. which are updated automatically and include values from all associated records regardless of whether you have read access to those records.” “Responded. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. groups. Note: If your organization has enabled inline editing. Editing Campaigns – To update a campaign. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. contacts. you can use the Parent Campaign lookup field to assign a parent to your campaign.Salesforce. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. and the opportunities that resulted from the campaign.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. When you’ve finished. If you have campaign hierarchies enabled. click Sharing. related list hover links display at the top of each detail page. click the campaign name to display detailed information.
Each solution can belong to more than one category. and the Customer Portal. you can browse for and find solutions by category from the Solutions tab or when solving a case. 3. 2. Customers can also browse published solutions by category in public solutions. Once solution category browsing is enabled. any related items are also restored. and solutions are not deleted with the case. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. Click Save. Unlimited. Enterprise. Click on Setup | App Setup | Customize | Cases | Support Settings.com Certified administrator – Study guide (Spring ‘11) Section 9-21. Note: If you delete an event. If you undelete the case. Click Edit to change any of the listed support settings. or click Delete on the case detail page. Enterprise. This user will be listed on the case history for all actions that are system defined. The deleted case is moved to the Recycle Bin. the event. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. all related events and tasks. training & CertifiCation 36 . or attachment cannot be restored via undelete. Section 9-22. case comments. all users with the appropriate permissions can categorize solutions. click Del next to the case on the cases list page. can categorize solutions prior to enabling solution categories for the entire organization. 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. Unlimited. task. follow these directions: 1. All automated case actions will now have this new Automated Case User listed on the Case History. When you delete a case. Categorizing Solutions available in: Professional. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. Section 9-23. Associated contacts. and attachments are also deleted. Once your solutions are categorized. task. or attachment from a case and then delete the case. the Self-Service portal. and users with the “Manage Categories” permission. Deleting Cases available in: Group. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. case comment. 4. accounts. Administrators. 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. Professional. case comment.Salesforce.
Unlimited. you have to modify the categories of its master solution. Select the custom object to display in the custom tab. The categories on a translated solution are synchronized with the categories on the master solution. Mouse over the style name to view the tabs that use the style. However. Click a tab style to select the color scheme and icon for the custom tab. 5. Optionally. The label of the new tab is the same as the plural version of the custom object label. click Del in the Solution Categories related list on the solution detail page. Click Select Categories in the Solution Categories related list. as described in Defining Custom Objects. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. 1. Enterprise. and Developer editions apex Page tabs available in: Group. For more information on how to enable category browsing. 2. Click Setup | Create | Tabs. solution category information is not available in list views. click Deselect to remove a category from the solution. If you put solutions into only the most relevant categories. Professional. 4. Click New in the Custom Object Tabs related list. a number enclosed in brackets  appears next to the tab style name. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. Professional. translated solutions inherit solution categories from their master solutions. 3. 4. and Developer editions User Permissions Needed to create and edit custom tabs: “Customize application” To define a new tab to display the data stored in your custom object records: 1. Section 9-24. If you haven’t already created the custom object. In the solution category hierarchy. If a tab style is already in use. To modify a translated solution’s categories. Click Hide styles which are used on other tabs to filter this list. If necessary. they will be easier for users and customers to find. training & CertifiCation 37 . Unlimited. View the solution you want to categorize. click Select to add a category to the solution. Note: You can create a custom report on solution categories.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. click Create a new custom object now and follow the instructions in Defining Custom Objects.Salesforce. 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. Enterprise. Click Save. 3. see Customizing Solution Settings. To later remove a category from a solution. Repeat until you have added all applicable categories. 2. This related list is not visible unless your administrator has defined and enabled categories. We recommend that you limit the number of categories to which a solution belongs. Click the Tab Style lookup icon to display the Tab Style Selector.
choose a custom link to use as the introductory splash page when users initially click the tab. click Search in Documents. and Developer Edition organizations. and click Next. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. Default Off. Default Off. if the custom object displayed in the custom tab is named Expenses. Default Off. If the document used for the icon is later deleted.Salesforce. Optionally. • Click Save. select the document folder. Specify Tab Visibility. Salesforce CRM replaces it with a default multicolor block icon. For Enterprise. click New Event. 8. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. Enter a description of the tab. and select the image you want to use. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. • Alternatively. • Specify the custom apps that should include the new tab. tab visibility is automatically set to Default On. • Select a file and click OK. Specify which fields display to users in the key lists section of the custom object tab home page. • From the Open Activities related list of an associated record. 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. Section 9-25. choose Default On. • Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if they have customized their personal display. 7. and click Next. 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. The New Custom Tab wizard reappears. • Alternatively. select Apply a different tab visibility for each profile and choose Default On. or Tab Hidden from the drop-down list for each profile. or Tab Hidden from the drop-down list. For Professional Edition organizations. and click Go! to find a document file name that includes your search term. enter a search term. If you choose Default On or Default Off. For example. 6. click New Event. Choose the user profiles for which the new custom tab will be available: • Select Apply one tab visibility to all profiles and choose Default On. an Expense option appears in this list.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. if desired. The page layout controls which fields are visible and editable when users are entering data in the custom tab. Unlimited. training & CertifiCation 38 . 9.
2. or resources are invited. • On a multiuser calendar. such as a weekly staff meeting that occurs every Monday at 11:00 a. Optionally. Optionally. This topic describes how to complete the Recurrence section on the New Event page.Salesforce. Note: Depending on the type of series you’re creating. select Create recurring series of events to specify how often the event repeats. Once you’ve created the recurring event series. click Add Invitees to make the event a group event to which users. 3. training & CertifiCation 39 .com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. start date and time. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Alternatively. 4. and end date and time. select the users to invite and click New Event. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 2. such as Japanese. 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. click on a time to create an event for that time. Once you’ve created the recurring event series. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. Note: If multiday events are enabled for your organization. leads. Click Save. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. Select the frequency of recurrence. Enter the details of the event such as subject. contacts. Note that the Check Spelling button must be enabled by your administrator. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled.m. Set the start date and end date. you can create events that last up to 14 days. Select the Create recurring series of events checkbox. 1. click Check Spelling to spell-check the contents of the Description field. click the Add Event Icon ( ) next to a date to create an event on that date. Optionally. Spell checker does not support double-byte languages. 5. Optionally. • On the week view or the month view of the calendar.
available in enterprise. out of office. or choose a date from the calendar that displays when you put your cursor in the field. Unlimited. Planned end date and time of the event. you can add the current time by clicking the time link next to the field. or free time. this field is for online meetings only. Webex meeting type. to assign the event to another user. this field appears only if multiday events are disabled. including creation date and time. However. Contact or lead associated with the event. accounts. Checkbox that specifies whether the event lasts all day. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. Division to which the activity belongs. By default. such as an account. this field is for online meetings only. or custom object. users with sharing access to the record can click it to view more details. campaigns. 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. You can enter a date. this field is not available in Personal edition. contracts. 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 . the number identifying the meeting. User who last changed the event. Link used to attend an online meeting.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. text note describing the event. users with sharing access to the record can click it to view more details. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. available only in organizations that use divisions to segment their data. cases. the event is assigned to the creator. this field can hold up to 32KB of data. assigned owner of the event. name of the field that determines what picklist values are available for the record. the phone number of the contact or lead associated with the event. if any. Private events cannot be associated with opportunities. amounts display in the activity currency and are also converted to the user’s personal currency. lead. (read only) Planned date of the event. this value is automatically inherited from the related account. the record that the event is associated with. or custom object. available only for organizations that use multiple currencies. this field is not available in Personal edition. this field appears only if multiday events are disabled. this field only displays if you have the “read” permission for that type of record. the email address of the contact or lead associated with the event. the length of a timed event in hours and minutes. this field is automatically filled in with the value from the corresponding contact or lead record. Picklist that determines how this event appears when another user views your calendar: busy. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. (read only) Location of the event. this field is automatically filled in with the value from the corresponding contact or lead record. opportunity. leads. this field only displays if you have the “read” permission for that type of record. exported data files will always contain private events. enter a user’s name or select a user with the lookup icon. enter the password that meeting attendees should use to log in to the online meeting. and Developer editions. this field appears only if multiday events are enabled. this option is not available when you associate the event with a lead instead of a contact. case. User who created the event. additionally. or contacts. the activity belongs to the global division. You can enter the name of the person or use the lookup icon to select the name. otherwise. this field is for online meetings only and is not available for trial meetings.Salesforce. optional field that allows users invited to a group event to enter a note when they accept or decline the event. this field is for online meetings only. including modification date and time.
click Check Spelling to spell-check the contents of the Comments field. • Click New Task from the Open Activities related list of an associated record. To save the current state of the checkbox as your personal default. type of the event. such as making phone calls or sending mail. this field is available for Webex customers only. To get started: • Click New from the My Tasks section of the Home tab. To create a new task. click Save & New Task to save the task and begin creating another new task..com Certified administrator – Study guide (Spring ‘11) Field Start Description Planned start date and time of event. Click Save. select Make this the default setting. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. 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. entry describing subject of activity. Organization-Wide Default Sharing Rule for Calendar Access System administrators have four options to choose from for the organization-wide default sharing rule for calendar access: 1. this field is for online meetings only. • Click Task from the Create New. training & CertifiCation 41 . or click Save & New Event to save the task and begin creating an event. time of a planned event. such as “Meeting. Spell checker does not support double-byte languages such as Japanese. you can add the current time by clicking the time link next to the field.Salesforce. 3. Hide Details – Others can see whether the user is available at given times. Section 9-26. Note that the Check Spelling button must be enabled by your administrator.” • Optionally. enter any dial-in instructions or details. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. • Use the Send Notification Email checkbox to specify whether or not to send a notification email to the task’s assignee when you save the task. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. follow these steps: 1. Choose a Webex teleconferencing service. additionally. such as email or Meeting. Alternatively. this field appears only if multiday events are enabled. 2..” You can enter a subject or select from a list of previously defined subjects. drop-down menu in the sidebar. this field appears only if multiday events are disabled. but cannot see any other information about the nature of events in the user’s calendar. You can add the current time by clicking the time link next to the field. see “Creating Group Tasks. each picklist value can have up to 40 characters.
edit. Fill in the following: 1. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. you can use additional tools to customize.” Section 9-27. Select the appropriate drop-down value for “Default Calendar Access. 4.. documents. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. 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. To create a new view.. this setting is set to “Hide Details and Add Events. • Activity list views have several options. You can create new list views to see a specific set of records such as contacts.. click Edit next to the View drop-down list. You can also create views of contacts. Enter the name to appear in the View drop-down list. training & CertifiCation 42 .com Certified administrator – Study guide (Spring ‘11) 2. 2. navigate. manage. or opportunities above a particular Amount. users can insert events in other users’ calendars. and edit list data. account and opportunity list views can be restricted by My Territories or My Territory Teams. 3. Show Details and Add Events – In addition to the sharing levels set by Show Details. or cases to use for mass email recipient lists. or My. 2. My Territories means records associated with territories to which you belong.Salesforce.. Enter View Name. Specify Filter Criteria Filter by Owner These options vary. users can insert events in other users’ calendars. Click Setup | Administration | Security Controls | Sharing Rules | Edit. To edit or delete any view you created.” To change this setting: 1. For example. select All. or campaigns. Show Details – Users can see detailed information about events in other users’ calendars. leads. There may be additional options: • Lead and case list views can be restricted by queue. Note: By default. users. • If your organization has territory management. leads with a specific Lead Source. to specify the set of records to search. depending on the kind of record. click Create New View at the top of any list page or in the Views section of any tab home page. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. • Price book list views can be restricted by price book. or delete public list views: “read” on the type of record included in the list “Manage Public List Views” Note: If your administrator has enabled enhanced lists. create a list view of accounts in your state. In general.
Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. role. Filter by Additional Fields Optionally. To see a list view. Select --Current-. Enterprise.Salesforce. select a field name and click the Add or Remove arrow. and Developer Edition users can specify a public group. or role including all users below that role to see the custom view. Alternatively. such as Lead Source equals Web. To add or remove fields. up to 255 characters are displayed in the list view. choose the type of group or role from the drop-down list. specify conditions that the selected items must match. Select Fields to Display The default fields are automatically selected. This option is disabled if you aren’t searching all records. select the group or role from the list below it. specify whether everyone or just you can see the custom view. To share the list view. training & CertifiCation 43 .com Certified administrator – Study guide (Spring ‘11) Filter by Campaign This option is available on the following list views: • Contacts home • Leads home • Mass email contacts • Mass email leads • Mass add campaign members wizard • Mass update campaign members wizard If you’re editing a list view that is filtered by campaign and don’t have at least “Read” access to the campaign. you’ll receive an error when attempting to save the list view. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. You can display only the fields that are available in your page layout. When you select a long text area field. 3. select Visible to certain groups of users. select the division that records in the list view must match. To create list views that only your Salesforce CRM users can see. You can choose up to 15 different fields to display in your view. and then share it with the All Internal Users group or a selected set of internal groups and roles. and click Add. 4. You can also use special date values in your filter criteria. users must also have the appropriate “Read” permission on the type of records within the list view. select Visible to certain groups of users. Unlimited. Note: List views are visible to your customers in the Salesforce CRM customer portal if the Visible to all users radio button is selected for views on objects assigned to customer portal users’ profiles.to show records in your current working division. Use the arrows to arrange the fields in the proper sequence. This option is not available in Personal Edition.
that is. the task Status field has a “Closed” value. activity does not have a green sheet. enter “Closed equals True” and “Won equals False. applies only to tasks. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. 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.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. 5. task is still open. not tasks. Click the lookup icon to choose the value “True” or “False. Campaign is inactive. not events.” Alternatively. note that your administrator may have customized the name of this field. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. you can view only those fields that are visible in your page layout and field-level security settings.Salesforce. leads. (Field-level security is available only in Enterprise. activity is a task. you can manually enter “True” or “False” in the filter criteria. To return to the last list page you viewed. records that have been shared with you. the event is marked as an all-day event. such as in a list view or report or when mass-deleting records. the event is the meeting invite sent to another user for a group event. 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. this field displays as the person account icon. Click Save. Activities: Closed Campaigns: Active training & CertifiCation 44 . To show all closed/lost opportunities. the account is not a partner account or the lead or opportunity owner is not a partner user. Unlimited. such as in the campaign import wizards. applies only to events. Campaign is active and can be chosen from various campaign picklists.) Archived activities are not included in activity list views. applies only to events. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. The view appears in the View drop-down list so you can access it later. activity is an event. click Back to list at the top of any detail page. the lookup icon automatically displays when you choose to filter on one of the special picklists. enter “Won equals True” as your search criteria. When creating filter criteria. not an event. to show all opportunities you’ve won.” Note: If you are creating filter criteria for a report or list view. you can use special picklist values for your search criteria. the account is a partner account or the lead or opportunity owner is a partner user. In addition. and Developer Editions. 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. or records owned by or shared with users in roles below you in the role hierarchy. the account is a business account. the task has been closed. the event has a specific time. the event is the original group event assigned to the event host. These are special picklists with values of either “True” or “False. not tasks.” For example.
Case has been automatically escalated via your organization’s escalation rule. the contact is not enabled for Self-Service. that is. the partner for the opportunity has not been marked as the primary partner. the case Status field has a “Closed” value. the lead may receive mass email. that is. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the opportunity is closed and won. Case has a comment added by a Self-Service user.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 lead has not yet been viewed or edited by the owner since it was assigned to that user. the lead has been viewed or edited at least once by the owner since it was assigned. the opportunity has not been won. that is. the contact is enabled to log in to your Self-Service Portal. Case has not been escalated. the opportunity is still open. Case does not have a Self-Service comment. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users.Salesforce. Cases: Escalated training & CertifiCation 45 . Product has a default quantity schedule. Case does not have a new Self-Service comment. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the Stage field may have a value of the type open or Closed/Lost. the lead has not been converted. the contact may receive mass email. the contact cannot be included in a mass email recipient list. the Stage field has a value of the type Closed/Won. Case has a new comment added by a Self-Service user. the Stage field has a value of the type Closed/Won or Closed/Lost. the case Status has a value that is not equivalent to “Closed. Product does not have a default quantity schedule. that is. Case is still open. the partner for the opportunity has been marked as the primary partner. Product has a default revenue schedule. Product is inactive and cannot be added to opportunities. the lead has been converted. the opportunity owner has checked the Private box on the opportunity edit page.” Case has been closed. the lead cannot be included in a mass email recipient list. Product does not have a default revenue schedule. the opportunity is closed. the case is open. the Private box on the opportunity is not checked.
contact salesforce. (Field-level security is available only in Enterprise. and Developer Editions. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. Unlimited. User is a partner user. Many salesforce.com. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. the solution Status field has a “reviewed” value. Solution is not reviewed. including Google. you’ll be ready to turn on territory management for your organization. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. User has access to use force. User is not enabled to manage campaigns.) Section 9-28. After you’ve completed the prerequisites. Google AdWords What is Google AdWords? Google AdWords (http://adwords. Enabling Territory Management available in: Enterprise. User is not enabled for force. To request territory management for your organization. User is active and can log in. 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 . Section 9-29.com offline use. that is.google.com) is an online advertising service used to create advertisements that display on major search engines.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.Salesforce. With Salesforce CRM and Google AdWords. Unlimited. User is not a partner user. the translated solution has not been updated to match the master solution with which it is associated. User is inactive and cannot log in.com offline.com customers advertise online with Google AdWords as a mechanism to generate leads. 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. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. User can manage campaigns. the translated solution has been updated to match the master solution with which it is associated.
Salesforce.5 or higher. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. If presentation assembly is disabled after presentations have been created. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. training & CertifiCation 47 . you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. You can publish the presentation to a public workspace or keep it in your personal content area. Salesforce.com provides a link to Adobe’s website where you can download Flash for free. 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. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. In this case. • To modify a presentation and save it as a new version. 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. or you can browse all slides published into your workspaces. Depending on whether you want to create. Group. clone & customize. Enterprise. To work with presentations: 1. version 9. sales opportunities. on the content details page click Clone & Customize. • To create a new presentation by copying an existing presentation. • To create a new presentation. Note: When you create. copy.Salesforce. 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. or modify a presentation. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace.0. When you publish a PowerPoint file.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. 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. on the content details page click Edit | Edit Presentation. In Salesforce CRM Content. or modify a presentation. Unlimited.com does not delete existing presentations but they cannot be customized or modified. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. Professional. If you do not have Flash installed. Note: Working with presentations requires Adobe Flash® Player. click the Workspaces tab and then choose Create New | Presentation. it may time out.11.
f. Note: Some slide thumbnails may not be visible or may only be partially visible. hover over a document and click the garbage can icon ( document from the presentation you are assembling. When you are done assembling your presentation. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. 3. you must choose from the list of training & CertifiCation 48 . Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. To publish the content on behalf of another author. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. If you do not want the presentation to be visible to other users in your organization. click Cancel to return to your starting point. only content associated with that language is displayed in the search result set. add or modify the presentation’s description. for example if your work is still in progress. assign or change the presentation’s name. complete the Reason for Change field. As you type a tag. click a file or slide to preview it in the lower half of the window. hover over a presentation and click the slides icon ( presentation. Tag your content. The following options help you assemble 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. • Click Clear at any time to revert your changes. You can re-upload the slide if you want the thumbnail to be visible. hover over a slide and click the presentation icon ( that use that slide. choose Save in my personal workspace. but you can click on them to see the preview in the lower half of the window. Click a tag to add it to the Tags field automatically. Choose Add to presentation or Hide preview as needed. a. Salesforce CRM Content associates your content with your personal language setting. If you are modifying the presentation. suggested tags. 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. 5. ë If your administrator assigned the guided tagging rule.com Certified administrator – Study guide (Spring ‘11) 2. Optionally.Salesforce. e. If users restrict their content searches to a particular language. Click a suggested tag to add it to the Tags field automatically. In the Save or Publish Content dialog: 4. Optionally. tags or enter a new tag. • In search results. select a specific workspace to search or enter a search term in the text box before clicking either button. d. click Save. • In search results. you can enter tags in the Tags field. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. b. Select a workspace. To refine your results. c. If you do not choose a language. choose a language. 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. When you select a tag it turns green. The Language drop-down list is displayed if multi-language support is enabled. 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.
Salesforce. g. You can remove tags from a document. You can’t have two tags with the same name even if they use different upper and lowercase letters. The content type determines which custom fields appear for you to categorize and define your content. 94105 United States 1-800-NO-SOFTWARE www. choose one from the drop-down list. Click Publish.salesforce. CA. All rights reserved.ë You can’t change or delete tag names. salesforce. You can then view the content details page.com. but that doesn’t delete the tag. and salesforce. inc. inc.com owns other registered and unregistered trademarks.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.com and the “no software” logo are registered trademarks of salesforce. The case of the original tag is always used. Sg_Certifiedadmin_Spring11_2011-03-16 . For More Information Contact your account executive to learn how we can help you accelerate your CrM success. or publish another file. h. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco.. return to the Workspaces tab. Other names used herein may be trademarks of their respective owners.com. ë Tags are case insensitive. If multiple content types are available.
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