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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)
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Configure/use dashboards and dashboard components Print and export reports; email and schedule reports and dashboard refresh Set up Marketing campaigns, campaign hierarchies, lead queues, assignment rules, and Web-to-lead and auto-response rules Configure campaign measurement, campaign influence, and lead conversion Set up Salesforce Console functionality and navigation Configure custom objects, applications, and tabs Install/uninstall packages from the AppExchange Manage tasks, events, public calendars, and multiday events Cases, case hierarchies, case queue, Web-to-case, and email-to-case Case escalation and auto-response rules and assignment rules Solutions and solution categories Self-service portal Client management, territory management, and advanced currency management setup Products and price books
The candidate should be able to describe the capabilities of:
The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended
About the Exam
Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training
The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Identity Confirmation (setting login restrictions)
Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application
Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security
training & CertifiCation
Salesforce. 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. modify.
Web-to-Lead.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. assignment rule.Salesforce. and corresponding auto-response rule Measure Campaign results Describe the process and effects of converting a Lead 5% Service & Support Administration Define a Case Describe use cases for Case Hierarchies Describe how to use Case Queues to manage Cases Describe how to use a Case assignment rule to assign and route Cases Describe use cases for Web-to-Case Describe uses cases for email-to-Case Describe the functionality of the Case escalation rule Describe the functionality of the Case auto-response rule Describe the functionality of the Business Hours 5% training & CertifiCation 5 .
com Certified Administrator exam. These questions are not designed to test your readiness to successfully complete the certification exam. Web-to-Case.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. escalation rules. but should be used to become familiar with the types of questions on the exam. 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. 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. The actual exam questions may be more or less difficult than this set of questions. Sample Exam Questions training & CertifiCation 6 . including Business Hours. The following questions are representative of those on the Salesforce.Salesforce. & 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. Applications. assignment rule.
E. Purchase Unlimited Edition licenses Request a feature license from salesforce. C. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . B. What must an Administrator do to enable Advanced Currency Management for an organization? A. D. F. What must end users do to see this change? A. B. Change their language personal preference to Spanish. B. Sales User Marketing User Invoice Manager Contract Manager 4. C. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. D. C. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2.) A. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. D. C. B. B. An administrator changed the organization’s default language from English to Spanish. Who may be assigned a workflow task? (There are five correct answers. Refresh their browser. D.Salesforce. Which profile is a standard Profile? (Select all that apply. Logout.com Enable Customizable Forecasting Enable Multiple Currencies 6.) A.) A. D. then log in again. Only when a Record is created Every time a Record is created or edited Every kind of workflow evaluation criteria When a Record is edited and it didn’t previously meet the rule criteria 5. C. Nothing—they’ll see the application in Spanish immediately. B.com Certified administrator – Study guide (Spring ‘11) 1. 3. D. C.
Salesforce Connect Offline. you can set the hours when users can log in and the IP addresses from which they can log in. training & CertifiCation 8 . the API. along with the associated exams. A. After 1 year. Salesforce Connect for Office. D 4. If IP address restrictions are defined for the user’s profile.com Certified administrator – Study guide (Spring ‘11) Section 7. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. All certifications include access to new release content for subsequent releases. there is a maintenance fee of $100 to keep the certification current for the following year. If login hour restrictions are specified for the user’s profile. D 1. Certified salesforce. In preparing for the Salesforce. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. Organization-Wide Trusted IP Address List For all users. Salesforce Connect for Lotus Notes. the login is allowed. Salesforce confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions. any login outside the specified hours is denied.com Certified Administrator exam. If profile-based IP address restrictions aren’t set. When users log in to Salesforce. 2. 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. C 3. F Section 8. Maintaining a Certification Section 9.Salesforce. A. 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. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. C Answers to Sample Exam Questions 6. Section 9-1. B. you can set a list of IP address ranges from which they can log in. D. or a desktop client such as Salesforce Connect for Outlook. B. either via the user interface. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. or the Data Loader. for 1 year. C.com professionals will be notified automatically when new release content and exams become available. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. E. B 5. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. Salesforce CRM then checks whether the user’s profile has IP address restrictions.
if the security token is enabled for your organization. changes the password.com Certified administrator – Study guide (Spring ‘11) • If the user’s login is from an IP address in your organization’s trusted IP address list. The email instructs the user to copy and paste an activation link into the browser to activate the computer for logging in to Salesforce CRM. Partner portal and customer portal users aren’t required to activate computers to log in. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. However. the login is allowed. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. 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. if their profile has IP address restrictions set. and the security token is XXXXXXXXXX. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client. then the user must enter mypasswordXXXXXXXXXX to log in. After 24 hours. see the Core Data Types Used in the API Calls topic in the Force. if a user’s password is mypassword. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. the login is blocked. or has the password reset. users must add their security token to the end of their password to log in. A security token is an automatically generated key from Salesforce CRM. then your organization’s login lockout settings determine the number of times a user can attempt to log in with an invalid security token before being locked out of Salesforce CRM. Tip: It’s recommended that you obtain your security token via the Salesforce UI from a trusted network prior to attempting to access Salesforce CRM from a new IP address. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. Whenever a login is blocked or returns an API login fault. Furthermore. For access via the API or a client. 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. For more information on API login faults. the user’s security token is automatically reset.Salesforce. the activation link expires and users must repeat the activation process to log in. When a user changes his/her password or resets the security token. The security token is valid until a user resets the security token. 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.com Web Services API Developer’s Guide. the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user’s Salesforce CRM record. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. For example. If single sign-on is enabled for your organization. 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 .
you’ll see the tabs that are set for your profile. 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. Select an object from the drop-down list and click Customize My Pages to customize your display. To change the order of the related lists. Select the dashboard to use and click Save. Click Edit in the Login Hours related list. Select “None” for the start and end times to allow users to be logged in at any time. Click Save when finished. 5. Section 9-2. Section 9-3. 1. if you have multiple apps.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. to change which tabs display in each app. Click Save. Note: Before enabling custom fiscal years. customize the dashboard snapshot that displays on the Home tab. To prohibit users from using the system on a specific day. To add or remove related lists. Set the days and hours when users with this profile can use the system. Click Setup | Manage Users | Profiles and select a profile. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. the system ends the user’s session when the restricted hours begin. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. training & CertifiCation 10 . Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. and click Save. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard.Salesforce. select a related list title in the Selected List box and click the Up or Down arrow. 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. set which related lists display on your detail pages. For your Home tab. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. Add each tab you want to display. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. set the start and end times to the same value. select a related list title and click the Add or Remove arrow. 4. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. make sure you’ve exported any data related to fiscal periods. change the display order if desired. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. 2. Note: If a user logs in before the restricted hours. By default. 6. 3. For all other tabs.
You must either know HTML or obtain the HTML code to insert in your email template.com pages templates.Salesforce. forecasts. Select Custom Fiscal Year. and other date-sensitive material. See Creating Visualforce Email Templates. 3. You can also include images on your HTML and Force. All these email templates can include text. You can use email templates when you send an email from the training & CertifiCation 11 . Back up your current data. and Group editions HtML and force. Click Setup | Company Profile | Fiscal Year. Contact Manager. 2. Section 9-4. See Creating HTML Email Templates.com pages (Visualforce) – Administrators and developers can create templates using Force.com Certified administrator – Study guide (Spring ‘11) To enable custom fiscal years: 1.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. See Creating Text Email Templates. Enabling custom fiscal years impacts your reports. See Creating Custom HTML Email Templates. define your fiscal year.com pages email templates allow for advanced merging with a recipient’s data. where the content of a template can contain information from multiple records. and attached files. 4. Managing Email Templates available in: All editions Mass email not available in: Personal. click OK. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. Force. Once you’ve enabled custom fiscal years.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. merge fields. Force. Do not enable custom fiscal years unless you understand and are prepared for all the implications. 2. a. 3. 5. quotas. 4. 6. This change will affect opportunities and forecasts organization-wide. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. generate weekly export data. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. Click Enable Custom Fiscal Years. Warning: Custom fiscal years cannot be disabled once enabled. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. Optionally. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. Text – All users can create or change text email templates.com pages. If you aren’t certain you want to enable custom fiscal years. Actual b. click Cancel.
To manage your personal email templates. click Edit or Del next to the template name in the list. or text): For text templates. Web-to-Lead Web-to-Case Email-to-Case or On-Demand Email-to-Case Assignment rules Escalation rules Auto-response rules Note: Email templates used in the following features must be both public and active: To view a template. If you have permission to manage public email templates.com pages templates without HTML tags. edits to the HTML version are not reflected in the text-only version. To edit or delete a template. a custom object. a trigger. Click New Template to create any type of email template.com pages. or merge fields. You can also use text and HTML templates when you send mass email. • Click Edit Text Version to change the content or merge fields of the text-only version. subject. Force. HTML. click Your Name | Setup | Communication Templates | Email Templates.com recommends that you leave the text-only version blank. A button to check the spelling of your template is available for text templates and Force. and so on. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page. If you leave the text-only version blank. • If the Force. Salesforce automatically creates the text-only content based on the current HTML version. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. the Version Settings related list shows the package versions of the installed managed packages containing the referenced components.com pages templates: • Click Edit Template to change the markup of the template page. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. Note: You cannot send a mass email using a Force. click Your Name | Setup | Email | My Templates. training & CertifiCation 12 . ë Note: Salesforce. When you leave the ▪ text-only version blank.com pages (Visualforce) markup. For Force. • The Visualforce Attachments related list indicates which attachments are being generated through Force.Salesforce.com pages email template. the text-only version is automatically generated when you edit the HTML version. click Edit to change the message content. click the template name in the list. If you choose not to leave the text-only version blank and instead manually create a text-only version.com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record. The options vary depending on the template type (custom.com pages (Visualforce) markup references components in installed managed packages such as another class.
Salesforce. • Alternatively. Lead Status. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. picklist values. You cannot delete all the record types for an object if the object is referenced in a Force.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. Unlimited. Record types can be used in various ways. • Click Delete to remove the template. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. 13 ▪ training & CertifiCation . click Show Dependencies to see what components the template references. and solution processes: opportunity Stage. and offer different picklist values for each. see Understanding Dependencies. case Status. Managing Record Types available in: Enterprise. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. ë Click Attach File from the Attachments related list to add an attachment to the template. support processes. the author is the person who created the email template. Initially. Section 9-5. • If you have the “Manage Public Templates” permission. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. and solution Status. For more information. The attached file is included in every email that uses the template. For more information. and you can create additional person account record types. To select a file: • Click the Search in Documents link to search for files in the Documents tab. • Click Clone to clone a template. If you select an image logo or other graphic file.com code (Apex) script. You can change the name of this record type. • If “Developer Mode” is enabled. you can click [Change] next to the Author field to select a different author. 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. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. These record types are called person account record types. lead processes. see Cloning Email Templates. 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. Person accounts are account records to which a special kind of record type has been assigned. and page layouts to different users based on their profiles. Create record types for cases to display different page layouts for your customer support cases versus your billing cases.
the Salesforce CRM partner portal. you can: ▪ Create page layouts to organize the fields on detail and edit pages. click View next to the tab you want to modify.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. For example. Force. 3. The most restrictive field access settings of the two always apply. if a field is required in the page layout and read only in the field-level security settings. 2. email and mail merge templates. Unlimited. ë Select the field you want to modify. the Salesforce CRM customer portal. To define field-level security: 1. ë Click Set Field-Level Security. After setting field-level security for users based on their profiles. training & CertifiCation 14 . The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. The settings also override any lessrestrictive field access settings on the page layouts. or editable (visible without read only) for users based on their profile. search results. click a tab or activity link. read only. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. and then click Edit. the field-level security overrides the page layout and the field will be read only for the user. list views. and when synchronizing data or importing personal data. Click Save.Salesforce. hidden. reports. Specify whether the fields should be visible. Note: These field access settings apply throughout Salesforce CRM. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. Setting Field-Level Security Section 9-6. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. available in: Enterprise. custom links. and then click Fields. ë Select a profile to change the field access for users with that profile. Important: The following user permissions override field-level security: ▪ ▪ ▪ “Modify All Data” “View All Data” “View Encrypted Data” You can define field-level security from a profile or from a particular field. ë In the Field-Level Security section.com Connect Offline.
Field types not listed in custom field types may appear if your organization installed a package from the AppExchange that uses those custom field types. for example.5 becomes 24.5 becomes -22. the maximum length of any autonumber field is 30 characters.34. in lookup dialog search results. Universally required fields always display on edit pages regardless of field-level security. note that you can’t use custom email addresses for mass emails. 12. Values lose precision after 15 decimal places.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. Lookup relationship fields to campaign members are not available.Salesforce sets the lookup field to null.35 and -12. standard objects. if this field is specified for contacts or leads. you can then display a related list to show all of the records that are linked to it. or custom objects. allows users to enter a date or pick a date from a popup calendar and enter a time of day. users can choose the address when clicking Send an email. you can limit the data by specific dates using any custom date field. which is validated to ensure proper format. for example. They also may be visible to users even though they reference fields your users can’t see. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. the time of day includes aM or PM notation. lookup relationship fields from campaign members to other objects are available. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. allows users to enter an email address. validation rules. 22.5 becomes 22. and does not run any force. you can limit the data by specific dates and times using any custom date field. the system automatically formats the field as a currency amount. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields. use “true” for checked values and “false” for unchecked values. This process reduces the number of page layouts for you to maintain. a lookup relationship has no effect on record deletion or security. Set the fields that display in search results.com (apex) triggers. on the associated record. indicating a true or false attribute of a record. if a lookup field references a record that is deleted. this can be useful if you export data to excel or another spreadsheet. Creates a relationship between two records so you can associate them with each other. Verify users’ access to fields by checking the field accessibility grid. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. 20 of which are reserved for prefix or suffix text. in reports. for more information on relationships. -22. they can also add the current date and time by clicking the date and time link next to the field. and -23. Note: Salesforce uses the round half even tie-breaking rule for currency fields. Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages.345 becomes 12. allows users to automatically calculate values based on other values or fields such as merge fields. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. Below is a description of each custom field type. allows users to check a box.Salesforce. See Building formulas and operators and functions. for example. and in the key lists on tab home pages. in reports.345 becomes -12. You can create lookup relationship fields that link to users. then use page layouts primarily to organize detail and edit pages within tabs. allows users to enter a currency amount. you can create a custom hierarchical relationship field to store each user’s direct manager. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. When using a checkbox field for a report or list view filter. or roll-up summary fields. Lookup relationship fields are not available in Personal edition. for example. and the lookup field is not required in the page layout. workflow rules. however. Lookup Relationship training & CertifiCation 15 . 23. see overview of relationships. Section 9-7. Custom Field Types The first step in creating a custom field is choosing the type of the field.5 becomes -24.
a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. although you can create a master-detail relationship field on a custom object that links to a standard object. ‘10’. allows users to select more than one picklist value from a list you define.000 characters is allowed. not the number of decimal of spaces specified in the number field configuration. Percent allows users to enter a percentage number. these 2 characters count toward the 32. the maximum field size is 32. and Developer editions training & CertifiCation 16 .com. or symbols that are stored in encrypted form. italicize. numbers. up to 255 characters. allows users to enter any combination of letters. allows users to enter up to 255 characters of any valid website address. or symbols. allowing click-to-dial functionality. or maximum value of related records. Note: Salesforce uses the round half up tie-breaking rule for number fields. for more information. When users click on the field. for example. You can set a maximum length of up to 175 characters. Mapping Custom Lead Fields available in: Group. to enable encrypted fields for your organization. Professional. numbers. and you add a percent sign to the number. a runtime error occurs. available for custom objects only. 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.345 becomes 12. and outdent. indent. allows users to enter any combination of letters. Values lose precision after 15 decimal places. see overview of relationships. the maximum size for uploaded images is 1MB. Salesforce automatically formats it as a phone number. see Using rich text area fields. You can set the length of this field type to a lower limit. Phone allows users to enter any phone number. underline. Consequently. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. only gif. if desired.34. Salesforce rounds numbers referenced in merge fields according to the user’s locale. note that only the first 50 characters are displayed on the record detail pages. See entering Phone numbers. the toolbar allows the user to undo. any length from 256 to 32.com Certified administrator – Study guide (Spring ‘11) Field Type Master-Detail Relationship Description Creates a relationship between records where the master record controls certain behaviors of the detail record such as record deletion and security. note that every time you press Enter within a long text area field. the UrL will open in a separate browser window. With the use of a toolbar. Unlimited. Number allows users to enter any number.35 and -12. a line break and a return character are added to the text. these fields display each value separated by a semicolon. inclusive of all the formatting and HtML tags. allows users to enter up to 32. this data type is not available for activities or products on opportunities. Master-detail relationships cannot be used with campaign members.com recommends that you do not use a custom phone field for fax numbers. salesforce. add a numbered or non-numbered list. strike-out. custom phone fields are displayed with the button. for example. for more information on relationships. allows users to enter up to 255 characters that display on separate lines similar to a Description field. jpeg and png file types are supported. bold. Enterprise.000 characters that display on separate lines similar to a Description field. redo. this is treated as a real number and any leading zeros are removed. minimum. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. automatically displays the record count of related records or calculates the sum. Note: if the decimal value is greater than 15. add a hyperlink.000 character limit. contact salesforce. the system automatically adds the percent sign to the number. upload or link to an image. 12. modify alignment. Note: if you are using the Service Cloud’s call center. for example. You can set a maximum length.000 characters.Salesforce. users can format the field content and add images and hyperlinks.345 becomes -12.
that lead field mapping will be deleted. If your organization has custom lead fields. Opportunities. if your lead currency field has a length of 3 and 2 decimal places.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. training. contact. Note: If you change the data type of any custom field used for lead conversion. that is. For example. or opportunity fields. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts.com disable this feature): Renaming salesforce. Text Area. Leads. Currency. ë Do not map custom formula fields to other formula fields or any other type of field. the information from the standard lead fields is inserted into standard account. Cases.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. For each custom lead field.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. especially in the areas of help. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. contact. There are some exceptions: ë You can map between text and picklist fields. support. and opportunity fields. If you’re ready to move ahead with this feature. and opportunity. you can specify how you want that custom information converted into custom account. training & CertifiCation 17 . ë Roll-up summary fields are not available for mapping lead fields of converted leads. Partners. Contracts. Campaigns. Section 9-9. currency. • Remember to map custom lead fields to other custom fields of the same data type. Please review the information below in detail. Salesforce. ë You can map auto-number fields to fields of type Text. contact. However. To specify the mapping for custom lead fields: 1. Documents. or Picklist. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. or opportunity field into which you want the information inserted when you convert a lead. Contacts. • Remember to map custom lead fields of type Number. and release communications. choose a custom account. please follow the instructions at the end of this message.Salesforce. and Solutions. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. Price Books. ë You can map fields of type Text or Text Area to long text area fields. Click Save. Select Setup | Customize | Leads | Fields | Map Lead Fields. Products. or percent fields of exactly the same length and decimal places. map it to another custom currency field with a length of 3 and 2 decimal places. Assets. 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. or Percent to other number. contact.
Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. Where will the new tab. record types. if you rename Accounts to Companies. Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. For example. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. This list includes but is not limited to custom fields. you can also create your own online help and user documentation. training & CertifiCation 18 . views. reports. Note: This functionality does not apply to context-specific help links within administrator setup pages or to the Help & Training link on the top right of every page. if you already have a custom email template titled “Account Health Check. In addition. object. In other words. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology.” you’ll have to change it to “Company Health Check” to reflect your new terminology. including Personal Setup pages. Some fields are only displayed to administrators when creating or editing users. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. your users will first see a new overview page when they click on our online help links.com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. 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. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. and communication templates.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. however. 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. User Fields The available fields vary according to which Salesforce CRM edition you have. page layouts. all references to “accounts” will be changed automatically to “companies.Salesforce. Section 9-10. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. If your organization renames tab and object names. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. administrative checkbox that enables or disables user login to the service. For example. will automatically reflect the new terminology you define. What about Salesforce CRM’s online help and user documentation? Salesforce CRM’s online help and user documentation will be written using our standard tab and object names and will not reflect any new terminology your organization defines for your company deployment. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. and field names show up within the application? All Salesforce CRM pages accessible by your end users.
Up to 40 characters are allowed in this field. the new record is assigned to the existing record’s division. group that user works for. unless he or she explicitly sets a different division. Depending on the approval process settings. email address of a user. time of day a user generally stops working. Up to 40 characters are allowed in this field. the default division is not used. Used to define the times that display in the user’s calendar. City portion of the user’s address. a user’s individual Language setting overrides the organization’s Default Language. Up to 40 characters are allowed in this field. available only for organizations that use multiple currencies.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. enterprise. by default. this must be one of the active currencies for the organization. in organizations using Professional. Shift_JIS.com pages enabled.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. for example. reports. Country portion of the user’s address. UTF-8 (Unicode) represents all characters for all the world’s languages. not available in Personal edition or group edition. ISO8859-1 represents all Latin characters and should be used by english-speaking users. this field is only visible to organizations that have force. Users can change their division at any time. indicates whether the user is allowed to use customizable forecasting. this setting does not restrict the user from viewing or creating records in other divisions. available only in organizations that use divisions to segment their data.com. and reports. Short name to identify a user on list pages. (read only) User’s default currency for quotas. Shown only in organizations using multiple currencies. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. but is not supported by some older email software.Salesforce. User’s default currency setting for new records. the primary language for the user. including creation date and time. the value used to identify a user for federated authentication single sign-on. such as Customer Support. enables development mode for creating and editing force. identifying number for a user. this field is not available if your organization has disabled your choice to receive emails from salesforce. Up to 8 characters are allowed in this field. name of the associated contact if the user is a partner user. EUC-JP. indicates whether an aPi token has ever been reset. to all new accounts and leads created by the user. Salesforce.com. Must be a valid email address in the form: jsmith@acme. Up to 80 characters are allowed in this field. Up to 40 characters are allowed in this field. and ISO-2022-JP are useful for Japanese users.com. opt in to receive administrator-targeted promotional emails from salesforce. as displayed on the user edit page. When users create records related to an account or other record that already has a division. User who created the user. and other pages where the entire name does not fit. available only for organizations that use multiple currencies. Division that is applied. fax number for a user. the default currency for all currency amount fields in the user record. the name of the call center to which this user is assigned. this user can also approve approval requests for users. Up to 255 characters are allowed in this field. Up to 40 characters are allowed in this field. Company division to which user belongs. Company name where the user works. Up to 80 characters are allowed in this field. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. (read only) training & CertifiCation 19 . the organization’s Display Language applies to all users. PC Sales group. Character set and encoding for outbound email sent by a user from within Salesforce. first name of a user. forecasts. all text and online help is displayed in this language.com pages (Visualforce). and Unlimited edition.
available in enterprise and Unlimited editions only. date/time. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. if selected. as displayed on the user detail page. 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). preventing you from selecting a user who directly or indirectly reports to himself/herself. leads. Mobile Configuration the mobile configuration assigned to the user. Manager Lookup field used to select the user’s manager. if selected. for example.Salesforce. 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 . and number fields. workspaces. to receive email. allocates one Salesforce CrM mobile license to the user. or authors. and delete campaigns and configure advanced campaign setup. Checkbox that specifies if the user was created via self-registration to a customer portal. whereas in the english (United Kingdom) locale. 2:00 PM). Up to 40 characters are allowed in this field. whereas the Chinese (China) locale displays the name as Johnson Bob. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. and contacts. overrides the organization setting. to receive real-time email alerts.com. including modification date and time. Up to 40 characters are allowed in this field. Mobile Mobile User Cellular or mobile phone number. Note: Unlike other hierarchy fields. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. indicates the type of user license. to use the campaign import wizards. tags. the user must also select the Receive Salesforce Content Email Alerts checkbox. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. their personal locale. Country or geographic region in which user is located. opt in to receive user-targeted promotional emails from salesforce. available at Setup | My Personal Information | Personal Information. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. the Locale setting affects the format of date. for Personal and group edition users. this field defaults to the mobile configuration assigned to the user’s profile. Phone number of a user. edit. (read only) Combined first and last name of a user. if no mobile configuration is specified. administrative field that defines a user’s permission to perform different functions within the application. the locale is set at the organization level via Setup | Company Profile | Company Information. for all other users. disable the checkbox for all your users. or authors. User who last changed the user fields. for example. the Locale setting also affects the first and last name order on Name fields for users. 14:00). Bob Johnson in the english (United States) locale displays as Bob Johnson. tags.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user. administrative checkbox that indicates whether a user has access to use force. Up to 80 characters are allowed in this field. workspaces. the Mobile User checkbox is enabled by default for Unlimited edition users. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox.com. Salesforce CrM lets you inactivate users who are referenced in the Manager field. granting the user access to Salesforce CrM’s mobile capabilities. they display using a 24-hour clock (for example. as displayed on the user edit page. this field establishes a hierarchical relationship.com offline. Marketing User Checkbox that indicates whether a user has access to create. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. this field is not available if your organization has disabled your choice to receive emails from salesforce.
3. you can transfer from users or queues. Section 9-11. 7.com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization.Salesforce. When transferring accounts. Up to 20 characters are allowed in this field. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. If your organization uses divisions. specifies that the user will receive email notification whenever he or she executes force. if selected. roles are selected from a picklist of available roles.. select the Change division. Up to 80 characters are allowed in this field. Users in arizona should select the setting with “america/Phoenix. you can: • Select the Transfer open opportunities. time of day a user generally starts working. available in Developer. Transferring Records available in: Group. administrative field that defines the user’s login. you can transfer to users or queues.. Optionally. Choose Setup | Data Management | Mass Transfer Records. 5. fill in the name of the existing record owner in the Transfer from field. such as Western region Support Manager. Used to define the times that display in the user’s calendar.. amount of disk storage space the user is using. Unlimited. 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. and Unlimited editions only. For leads. State or province portion of a user’s address. checkbox to set the division of all transferred records to the new owner’s default division. Before transferring a record. 4.” 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. Up to 80 characters are allowed in this field. In the Transfer to field.. 6. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. not available in Personal edition or group edition. fill in the name of new record owner. Enterprise. Listing of custom links for users as set up by your administrator.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. Primary time zone in which a user works. Up to 20 characters are allowed in this field. For leads. 2.com code (apex) that surpasses more than 50% of allocated governor limits. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. Click the link for the type of record to transfer. which can be changed by an administrator. training & CertifiCation 21 . Professional. enterprise. Zip code or postal code portion of a user’s address.
com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. closed opportunities and open opportunities owned by other users. For example. 10. • 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. attachments. Click Setup | Customize | Leads | Web-to-Lead. This option applies only to closed opportunities owned by the account owner. Enterprise. open activities. check the box in the column header to select all currently displayed items.” 9. Transfer of Associated Items When you change record ownership. Deselect this checkbox if you want to remove the existing account team associated with the account. open activities are not transferred. Unlimited. Setting Up Web-to-Lead available in: Group. and Developer Editions. or sales teams is removed. When transferring leads to a queue. Professional. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. notes. Select the checkbox next to each record you want to transfer. • Select the Transfer open cases. sharing rules. open opportunities owned by the current account owner. closed opportunities owned by other users aren’t changed. open activities.. you could search accounts in California by specifying “Billing State/Province equals CA. all previous access given by manual sharing. Choose Find to look for records that match. Leads Access to Transferred Items When transferring accounts and their related data in Professional. Fill in search conditions that the records you’re transferring must match. Optionally. 11. 8.Salesforce. Note: Mass transfers do not trigger workflow rules. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. Any relevant sharing rules are then applied to the data based on the new owners. Unlimited. Section 9-12. some associated items that are owned by the current record owner are also transferred to the new owner. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . 2.. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). Click Transfer. and optionally. Enterprise.
” Note: auto-response rules are not available in group edition. 3. Use the Up and Down arrows to change the order of the fields on your form. 4. and click Generate.” and are changed to “Read” only when the lead owner views or edits that lead. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. This line redirects you to a debugging page when you submit the form. For Web leads that are generated as part of a campaign. the default response template is used when no response rules apply. the member status of the new leads is set to the Member Status value specified in the form or to the “default” member status if the Member Status field is not included in the form. if you set up response rules to use different email templates based on the information submitted. select the language for the form labels displayed on your Web-to-Lead form.Salesforce. all amounts will be captured in your corporate currency. To create and generate a Web-to-Lead form. Leave this option blank if you don’t wish to send emails when no response rules apply. • For organizations using multiple currencies. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your website. 7.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. In addition. add the line <input type=”hidden” name=”debug” value=”1”> to your code. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. Click Save. • Be sure to select the Campaign field (and optionally. click Create Web-to-Lead Form. 6. 8. this template must be marked as “available for Use. Specify the complete URL to which users should be directed after they submit their information. all new leads are marked as “Unread. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. To select the fields to include on your Web-to-Lead form. Users can select the My Unread Leads list view to quickly locate all their new leads. 9. If your organization uses the translation workbench or has renamed tabs. If you want to test the Web-to-Lead form. 5. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. training & CertifiCation 23 . use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. add the Lead Currency field if you add any currency amount fields. Click Finished. This URL could be a “thank you” page or your company’s home page. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. All leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. otherwise. • For organizations using record types on leads. 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.
Note the following: • Formula and roll-up summary fields are always excluded from exports. Select Include attachments. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. and time of day for your scheduled export. If your organization exceeds its daily Web-to-Lead limit. Also. • If your organization uses person accounts and you’re exporting accounts. Default Locale and Currency Locale. To sign up for the Data Export Service. 3. select the frequency. indicate who should be notified by email when the backup files are ready. • If your organization uses divisions. The Export Now option prepares your files for export immediately.com. Click Setup | Data Management | Data Export and Export Now or Schedule Export. start and end dates. The Schedule Export option lets you schedule the export process for weekly or monthly intervals.. data from all divisions is included in the export. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. If your organization is configured for data export. 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. 1. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. Select the types of data to include in your export. 4. 5. All universally required fields must have a value before a record can be created via Web-to-Lead. Note: If you give a user the “Weekly Data Export” permission. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. • If your organization uses person accounts and you’re exporting contacts. training & CertifiCation 24 . Section 9-13. Exporting Backup Data available in: Enterprise. Select the desired encoding for your export file. contact salesforce. Also. Customer Support is notified of the problem so we can help you correct it. If you’re scheduling your export. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. This functionality may be useful if you plan to use your export files for importing or other integrations. which is needed to export data. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables.. person account records are included in the contact data. If desired. However. you can include all data in your export file.Salesforce. 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. if a new lead cannot be generated due to errors in your Web-to-Lead setup. the contact data only includes the fields shared by contacts and person accounts. 6. You can export all your organization’s data into a set of comma-separated values files. This option is only available if a week has passed since your last export. if you want your export data to include attachments.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. all account fields are included in the account data. 2.
users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. field at the top right corner of the dashboard. after a refresh completes. text-entry test helps prevent malicious programs from accessing your organization’s data. the refresh automatically stops. it will be deleted. 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. If your dashboard data does not refresh after 10 minutes. click Refresh again. If you’re running the export now. When you refresh a dashboard. click Save. Depending on the encoding selected. Note that the words entered into the text box field must be separated by a space. Furthermore. weekly.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. Enterprise.Salesforce. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. click Start Export. Section 9-15. When dashboard data is refreshing. If you scheduled the export. Unlimited. You have 48 hours to download the zip file from this page. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. as opposed to an automated program. Professional. rather than the position of the columns. 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 necessary. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. zips them into one archive. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. and emails you when the file is ready. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. users view the most current data. a Refreshing Dashboard field displays at the top right corner of the dashboard. after that. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. Salesforce CRM creates CSV files of your data.. training & CertifiCation 25 . Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes.. Click Refresh to replenish your dashboard with the most recent data. This simple. Section 9-14. you may have to make adjustments to the export file before viewing it. Note: For security purposes. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Salesforce CRM may require users to pass a user verification test to export data from their organization. has correctly entered the text into the overlay.com Certified administrator – Study guide (Spring ‘11) 7. To pass the test. Refreshing Dashboard Data available in: Group.
select the frequency at which the dashboard refreshes. from the drop-down button. the notification displays text that includes a link to the dashboard in Salesforce CRM.. 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. 3. Click Save to schedule the dashboard refresh.. • Click Others. To schedule a dashboard refresh: 1. 2.. Click Del to permanently delete all instances of the scheduled dashboard refresh. more options display that allow you to refine the frequency criteria. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab.. 2. Users can view the dashboard after they log in. from the drop-down button. select a dashboard from the View Dashboard drop-down list. giving all users who can view the dashboard access to data they might not be able to see otherwise. specify the dates during which you wish to schedule dashboard refreshes. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 . to send an email that includes the refreshed dashboard to additional users.com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML. Schedule the dashboard refresh: • In the Frequency field. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. 3.. Weekly. This functionality bypasses all security settings. The user in the Running User field determines the dashboard’s level of access to data. 5. To delete a scheduled dashboard refresh: 1. Click Delete. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. On the Dashboards tab. Click Refresh and choose Schedule Refresh. Tip: Optionally. 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. When you click the Daily. click Setup | Monitoring | Scheduled Jobs.. • In the Start and End fields. To view the All Scheduled Jobs page. or Monthly fields. link to choose a preferred start time for the dashboard refresh.. 4. 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. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard.. click the Find available options.Salesforce. • In the Preferred Start Time drop-down list. Click Refresh and choose Schedule Refresh.
For example. If you schedule a dashboard to refresh on a specific day of every month. For example. if the Time Zone field on your user record is set to Pacific Standard Time. if you schedule a dashboard to refresh on the 31st day of every month. Contract Manager training & CertifiCation 27 . Dashboards refresh in the time zone of the user who schedules the refresh. Contract Manager administrator. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. To send a dashboard refresh notification to other users. In HTML-formatted dashboard refresh notifications. After users receive dashboard refresh notifications in their email clients. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. the dashboard must be in a public folder with access granted to others. and you schedule a dashboard to refresh every day at 2:00 PM. and delete contracts apply an approved status to a contract Profiles administrator. General Permissions The following table shows the general permissions associated with each standard profile. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. Users must log in to Salesforce CRM to view S-control data displayed in real time. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. Create. 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.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes.Salesforce. depending on how many other dashboards are scheduled to refresh at that time. choose “last” from the On day of every month drop-down list. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. then the dashboard will only refresh on months that have 31 days. the dashboard will only refresh on months that have that specific day. To view the report that a table or metric dashboard component represents. For example. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. the dashboard may refresh any time between 2:00 PM and 2:59 PM. Other users cannot access dashboards in your personal folders. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. Dashboard components that include S-controls may not display in dashboard refresh notifications. If you want a dashboard to refresh on the last day of every month. if you select 2:00 PM as your preferred start time. Dashboards will not refresh as scheduled if the user in the Running User field does not have access to the folder in which the dashboard is stored. edit. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time.
and delete reports. Solution Manager. this permission is only available for customizable forecasts. Solution Manager. Solution Manager. edit. Marketing User. Standard User. and opportunities Profiles administrator. Contract Manager administrator.Salesforce. Marketing User. and edit contracts install or uninstall appexchange packages from the appexchange Create. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Marketing User. Contract Manager administrator. activate. Contract Manager administrator. Standard User. Standard User. Solution Manager. and delete tasks Export Reports Use the Export Details to Excel and Printable View links to export reports to excel Import Leads Import Personal Contacts import leads and update campaign history using import wizards import personal accounts and contacts training & CertifiCation 28 . Standard User. Standard User. Standard User. create. run. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. Standard User. Marketing User administrator. Solution Manager. Standard User. Solution Manager. edit. and delete events Edit Forecasts Create. Marketing User. Marketing User. Contract Manager administrator. create. edit. Contract Manager Create and Customize Reports View the reports tab. contacts. this permission is not available for customizable forecasts. Contract Manager administrator. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. When you convert to customizable forecasts. Solution Manager. Standard User. Solution Manager. read only. Contract Manager administrator. save. Contract Manager administrator. Marketing User. Standard User. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. Marketing User. Contract Manager administrator. Marketing User. and delete forecasts. Solution Manager. Solution Manager. edit. Contract Manager administrator administrator administrator administrator administrator. Marketing User. Marketing User.
this permission is only available for customizable forecasts. Marketing User. Contract Manager administrator. Manually assign accounts to territories. and delete custom fields in Salesforce CrM Content Create. read only. add and remove users from territories. edit. Standard User. Solution Manager. edit. Standard User. Solution Manager.com offline Run Reports View the reports tab. Solution Manager. Standard User. Standard Platform 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).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. and delete solutions that are accessible to the public on your self-service portal or website.” and “View Setup and Configuration” permissions) Set support business hours. Set up email-to-Case.”“run reports. Marketing User. edit. Create and edit account assignment rules. Contract Manager Mass Email Send bulk emails to contacts and leads. Marketing User. edit the Support Settings.Salesforce. Standard User. Standard Platform one app User administrator. View dashboards based on reports training & CertifiCation 29 . Marketing User. Standard User. such as mass transfer of cases Create. Perform actions on multiple cases in a list view. Marketing User. Products show in Offline Specify if products and price books are available in force. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. and delete workspace permissions in Salesforce CrM Content Create. 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. run reports. Contract Manager administrator. run Self-Service reports Create and edit territories. Solution Manager. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Contract Manager administrator. Contract Manager. read only. edit. Solution Manager.
edit. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. For example. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. 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. 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. this permission is only available for customizable forecasts. Contract Manager administrator. Mass transfer leads via the Mass transfer feature. Standard User. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. the “Show Customer Sidebar on all Pages” permission is not available. That user will not be able to view the Contacts tab when selecting the custom app that contains it. Marketing User. Solution Manager. Solution Manager. training & CertifiCation 30 . Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy.com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead. and delete records Note: If you remove the “Read” permission from a profile. Marketing User. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. Send Stay-in-touch update emails Profiles administrator.Salesforce. displays your custom sidebar on all pages in Salesforce CrM. 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. users with that profile will not see that type of data anywhere. if the Show Custom Sidebar Components on All Pages user interface setting is selected. When you convert to customizable forecasts.
Salesforce. For example. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. Click New Custom Report Type. • Select the category to store the custom report type in. you must define a new custom report type. ë Enter the Report Type Label and the Report Type Name field. You can search for information within any of the fields listed below. The Report Type Label can be up to 255 characters long. • All objects display in the Primary Object drop-down list. • The primary object you choose determines the views available to users creating or running reports from your custom report type. 2. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. see Overview of Profiles. even if you do not have permission to view leads. Unlimited. if you select accounts as the primary object for your custom report type. you can’t change the primary object associated with it. If you want to change the primary object. The Report Type Name is used to refer to the component when using the Web services API. The column lists fields searched in both the Sidebar Search and Advanced Search. • Select a development status: training & CertifiCation 31 . Defining Custom Report Types available in: Professional. Once you have defined a custom report type. users can create custom reports from it.000 characters long. Search Fields The types of records you can search vary according to which edition you have. For more information on permissions. 3. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. To define custom report types: 1. select the primary object from which you want to build your custom report type. • Enter a description for your custom report type. including those you do not have permission to view. object relationships. and fields. 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.com Certified administrator – Study guide (Spring ‘11) Section 9-17. Enterprise. From the Primary Object drop-down list. The description can be up to 1. • After you save a custom report type. Click Your Name | Setup | Create | Report Types. For example.
If you have too many fields. as sources of fields via lookup. 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. • Next. and the custom object is deleted. custom report types associated with custom objects in the Deleted Custom Objects list count against the maximum number of custom report types you can create. if you do a lookup from account to account owner to account owner’s role. For example. When entering a name for your custom report type. For example. Contacts. the account owner’s manager. For example. 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. Furthermore. and Opportunity Products. change the Deployment Status back to “In Development” if you want to make more enhancements to it. you cannot save the layout. for an account. ▪ 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. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. After deploying a custom report type. see Managing Deleted Custom Objects and Salesforce Editions and Limits. all the referenced objects still count toward the limit of 60. the manager’s role. run reports from the custom report type. ë Choose “Deployed” as the Deployment Status when you want to allow users to create and • Click Next. you can get the account owner. and that role’s parent role. considering naming that report Accounts with or without Contacts. For example. then the custom report type and any reports created from it will automatically be deleted. A counter at the top of the Page Layout step shows the current number of fields included. ▪ training & CertifiCation 32 . These objects can be used as the main four objects. consider describing that report as This allows you to report on accounts and their contacts. When entering a description for your custom report type.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.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. or as objects used to traverse relationships. Furthermore. choose the object relationships a report can display when run from a custom report type. Each referenced object counts toward the maximum limit even if no fields are chosen from it. Opportunities. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. • A custom report type can contain up to 60 object references. we also recommend that you clarify how the object relationships affect report results. • A custom report type can contain fields available via lookup through four levels of lookup relationships. • You can add up to 1. but select no fields from account owner.Salesforce. Accounts will display if they have no contacts. such as Accounts. 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. For more information. giving four related objects.
and click Save. or person account with a campaign: 1. To associate a contact. click Add Campaign. 4. click Edit next to the campaign name. Subscribers automatically receive these changes when they install a new version of the managed package. However. and add new fields. lead. or person account on an existing campaign: 5. and click Save. Section 9-19. 2. or run campaign reports. Unlimited. Campaign FAQ available in: Enterprise. Note: The Campaign History related list shows the associated campaigns for a contact. However. 3. such as via a phone call to a sales rep. 6. View the detail page of the individual you want to link to the campaign. Updating Campaign History available in: Enterprise. The list does not retain the previous status for any campaign nor does it include any campaign that you don’t have access to view via sharing settings. lead. To update the member status for a contact. Any user can do this via the Campaign History related list on a contact. view the advanced campaign setup. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . 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. In the Campaign History related list. View the detail page of the individual associated with the campaign. 7. 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. you can manually link a contact. Unlimited. Select the Status of the individual for the campaign. users in your organization can view campaigns.” A developer can edit a custom report type in a managed package after it is released. lead.Salesforce. developers cannot remove objects or fields from the report type once the package is released. or person account to a campaign and update that individual’s campaign status. or person account. In the Campaign History related list. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. and click Next. Select the campaign. lead. Change the Status of the individual. or person account plus the individual’s current status on the campaign.
not for marketing purposes.000 per report 50. and delete campaigns and configure advanced campaign setup. 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). The following tables describe additional methods to add campaign members. Displaying and Editing Campaigns available in: Enterprise. Update & Add Members – Import File to edit campaign member status using an import file. Unlimited. Edit Members – Search to view. In addition. editing. editing. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 . 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. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search.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.com Certified administrator – Study guide (Spring ‘11) can create.csv). Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. update. or delete existing campaign members. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns.Salesforce. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. edit. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User.000 per report 50. You can easily add members from a campaign member detail page by clicking the Manage Members drop-down button in the campaign detail section or in the Campaign Members related list. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). or Cloning individual Campaign Members 50. or Cloning individual Campaign Members 50.000 per import file 250 per list page 1 Section 9-20. Both contacts and leads can be associated with your campaigns as campaign members.
” “Responded. click the campaign name to display detailed information. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy.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. 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 your browser’s Print function to print the display. click Sharing. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. Note: If enabled by your administrator. If the record has already been tagged. If you have campaign hierarchies enabled. groups.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. or person accounts with a campaign or to update the status of existing campaign members. training & CertifiCation 35 . To return to the last list page you viewed. If your organization has enabled collapsible page sections. 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. contacts. Tagging Campaigns – If tags have been enabled. You can also click Save & New to save the current campaign and create another. Linking Contacts. You can also select a campaign name from the Campaign History related list of an associated lead. You can click individual items to display additional detail. and then change the fields you want to update. When you’ve finished. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. you can use the Parent Campaign lookup field to assign a parent to your campaign. or person account. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record.Salesforce. you can edit fields directly on the detail page. Sharing – To share a campaign with other users. Editing Campaigns – To update a campaign. Note: If your organization has enabled inline editing. click Back to list at the top of the campaign detail page. or roles. contact. The Member Status values are the possible responses that a member can have to the campaign such as “Sent.” or “Attended. and the opportunities that resulted from the campaign. In the lookup dialog. click Printable View on the campaign detail page. attachments. related list hover links display at the top of each detail page. including activities. 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. Tip: If your organization has enabled hover details. 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 Edit. Leads. click Save. you can search for an existing campaign or create a new parent campaign. Printing Campaigns – To view a printable display of all information for the campaign. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. 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. use the arrow icons next to the section headings to expand or collapse each section on the detail page. click one of the tag names to view a list of all records with that tag. campaign hierarchies.
Click Edit to change any of the listed support settings.com Certified administrator – Study guide (Spring ‘11) Section 9-21. The deleted case is moved to the Recycle Bin. Section 9-22. 3. you can browse for and find solutions by category from the Solutions tab or when solving a case. 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. task. case comments. Note: If you delete an event. task. All automated case actions will now have this new Automated Case User listed on the Case History. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. any related items are also restored. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. the Self-Service portal. Once solution category browsing is enabled. Enterprise. training & CertifiCation 36 . Associated contacts. Click Save. 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. case comment. 2. This user will be listed on the case history for all actions that are system defined. Unlimited. Each solution can belong to more than one category.Salesforce. click Del next to the case on the cases list page. all related events and tasks. and solutions are not deleted with the case. and the Customer Portal. Deleting Cases available in: Group. accounts. all users with the appropriate permissions can categorize solutions. or attachment from a case and then delete the case. Enterprise. 4. can categorize solutions prior to enabling solution categories for the entire organization. case comment. Click on Setup | App Setup | Customize | Cases | Support Settings. Once your solutions are categorized. or attachment cannot be restored via undelete. and users with the “Manage Categories” permission. Categorizing Solutions available in: Professional. Section 9-23. the event. If you undelete the case. Unlimited. Administrators. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. and attachments are also deleted. Customers can also browse published solutions by category in public solutions. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. follow these directions: 1. When you delete a case. Professional. or click Delete on the case detail page.
If you haven’t already created the custom object. Section 9-24. 2. Select the custom object to display in the custom tab. training & CertifiCation 37 . 4. 3. Click the Tab Style lookup icon to display the Tab Style Selector. as described in Defining Custom Objects. 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.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. Note: You can create a custom report on solution categories. Optionally. The categories on a translated solution are synchronized with the categories on the master solution. 1. Unlimited. However. Mouse over the style name to view the tabs that use the style. 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. they will be easier for users and customers to find. translated solutions inherit solution categories from their master solutions. see Customizing Solution Settings.Salesforce. Click Hide styles which are used on other tabs to filter this list. 3. Click New in the Custom Object Tabs related list. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. We recommend that you limit the number of categories to which a solution belongs. solution category information is not available in list views. you have to modify the categories of its master solution. To later remove a category from a solution. Repeat until you have added all applicable categories. 5. a number enclosed in brackets  appears next to the tab style name. If a tab style is already in use. View the solution you want to categorize. For more information on how to enable category browsing. Click Save. If you put solutions into only the most relevant categories. Click Select Categories in the Solution Categories related list. If necessary. Unlimited. 4. click Deselect to remove a category from the solution. To modify a translated solution’s categories. Enterprise. Click Setup | Create | Tabs. and Developer editions apex Page tabs available in: Group. In the solution category hierarchy. click Select to add a category to the solution. 2. click Create a new custom object now and follow the instructions in Defining Custom Objects. This related list is not visible unless your administrator has defined and enabled categories. The label of the new tab is the same as the plural version of the custom object label. Click a tab style to select the color scheme and icon for the custom tab. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. click Del in the Solution Categories related list on the solution detail page. Enterprise. Professional. Professional.
The page layout controls which fields are visible and editable when users are entering data in the custom tab. and click Go! to find a document file name that includes your search term. Choose the user profiles for which the new custom tab will be available: • Select Apply one tab visibility to all profiles and choose Default On. choose a custom link to use as the introductory splash page when users initially click the tab. 7. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. • Select a file and click OK. select the document folder. The New Custom Tab wizard reappears. or Tab Hidden from the drop-down list. For Professional Edition organizations. or Tab Hidden from the drop-down list for each profile. click New Event. click New Event. 8. Enter a description of the tab.Salesforce. • Alternatively. 9. Specify Tab Visibility. if the custom object displayed in the custom tab is named Expenses. and click Next. • Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if they have customized their personal display. Default Off. For Enterprise. and select the image you want to use. 6. Default Off. Salesforce CRM replaces it with a default multicolor block icon. Default Off. Unlimited. click Search in Documents. Specify which fields display to users in the key lists section of the custom object tab home page. training & CertifiCation 38 . an Expense option appears in this list. If you choose Default On or Default Off. and click Next. Optionally. • Click Save. if desired. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. • Alternatively. tab visibility is automatically set to Default On. 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. Section 9-25. For example. If the document used for the icon is later deleted. • From the Open Activities related list of an associated record.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. 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. • Specify the custom apps that should include the new tab. select Apply a different tab visibility for each profile and choose Default On. and Developer Edition organizations. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. choose Default On. enter a search term.
Salesforce. click the Add Event Icon ( ) next to a date to create an event on that date. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Once you’ve created the recurring event series. Note: If multiday events are enabled for your organization. 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 Check Spelling to spell-check the contents of the Description field. start date and time. Click Save. 5. click on a time to create an event for that time.m. • On a multiuser calendar. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. contacts. training & CertifiCation 39 . 3. 4. 1. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. or resources are invited. Optionally. you can create events that last up to 14 days. Select the frequency of recurrence. Set the start date and end date. Optionally.com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. 2. such as a weekly staff meeting that occurs every Monday at 11:00 a. This topic describes how to complete the Recurrence section on the New Event page. leads. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. and end date and time. select the users to invite and click New Event. Alternatively. Note that the Check Spelling button must be enabled by your administrator. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. Enter the details of the event such as subject. Select the Create recurring series of events checkbox. Optionally. 2. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. • On the week view or the month view of the calendar. select Create recurring series of events to specify how often the event repeats. such as Japanese. Optionally. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. Once you’ve created the recurring event series. click Add Invitees to make the event a group event to which users. Note: Depending on the type of series you’re creating. Spell checker does not support double-byte languages.
assigned owner of the event.Salesforce. this field is automatically filled in with the value from the corresponding contact or lead record. available only for organizations that use multiple currencies. Picklist that determines how this event appears when another user views your calendar: busy. including creation date and time. the activity belongs to the global division. this field only displays if you have the “read” permission for that type of record. the record that the event is associated with. or custom object. this field appears only if multiday events are disabled. name of the field that determines what picklist values are available for the record. Planned end date and time of the event. or contacts. the phone number of the contact or lead associated with the event. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. or choose a date from the calendar that displays when you put your cursor in the field. enter the password that meeting attendees should use to log in to the online meeting. the email address of the contact or lead associated with the event. You can enter a date. this field is for online meetings only and is not available for trial meetings. opportunity. Private events cannot be associated with opportunities. the length of a timed event in hours and minutes. Contact or lead associated with the event. this field is not available in Personal edition. additionally. to assign the event to another user. leads. However. such as an account. available in enterprise. cases. User who created the event. case. this field appears only if multiday events are enabled. Webex meeting type. this field is for online meetings only. this field is automatically filled in with the value from the corresponding contact or lead record. users with the “View all Data” or “Modify all Data” permission can see private event details in reports and searches or when viewing other users’ calendars. Unlimited. By default. this option is not available when you associate the event with a lead instead of a contact. campaigns. User who last changed the event. out of office. accounts. or free time. 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.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. if any. exported data files will always contain private events. or custom object. (read only) Location of the event. (read only) Planned date of the event. the event is assigned to the creator. You can enter the name of the person or use the lookup icon to select the name. including modification date and time. enter a user’s name or select a user with the lookup icon. this field is for online meetings only. you can add the current time by clicking the time link next to the field. text note describing the event. amounts display in the activity currency and are also converted to the user’s personal currency. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. users with sharing access to the record can click it to view more details. this value is automatically inherited from the related account. 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. and Developer editions. otherwise. optional field that allows users invited to a group event to enter a note when they accept or decline the event. Link used to attend an online meeting. Division to which the activity belongs. this field can hold up to 32KB of data. contracts. this field is for online meetings only. users with sharing access to the record can click it to view more details. this field appears only if multiday events are disabled. this field is not available in Personal edition. this field only displays if you have the “read” permission for that type of record. available only in organizations that use divisions to segment their data. lead.
see “Creating Group Tasks. this field appears only if multiday events are disabled. • 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. click Check Spelling to spell-check the contents of the Comments field. such as email or Meeting. Click Save. but cannot see any other information about the nature of events in the user’s calendar. To get started: • Click New from the My Tasks section of the Home tab. you can add the current time by clicking the time link next to the field. this field is for online meetings only. additionally. Section 9-26. Subject Teleconference Details Teleconference Type Time Type Visible in Self-Service Creating Tasks available in: All editions User Permissions Needed to create tasks: “edit tasks” Tasks allow you to track the specific actions you plan to perform or have performed. click Save & New Task to save the task and begin creating another new task. • Click Task from the Create New.” • Optionally. Note that the Check Spelling button must be enabled by your administrator. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field... enter any dial-in instructions or details. or click Save & New Event to save the task and begin creating an event. such as making phone calls or sending mail. Hide Details – Others can see whether the user is available at given times. 3. training & CertifiCation 41 . Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. Alternatively. 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.com Certified administrator – Study guide (Spring ‘11) Field Start Description Planned start date and time of event. You can add the current time by clicking the time link next to the field. follow these steps: 1. type of the event. To save the current state of the checkbox as your personal default. time of a planned event. Spell checker does not support double-byte languages such as Japanese. drop-down menu in the sidebar. To create a new task. 2.” You can enter a subject or select from a list of previously defined subjects.Salesforce. • Click New Task from the Open Activities related list of an associated record. select Make this the default setting. this field appears only if multiday events are enabled. this field is available for Webex customers only. such as “Meeting. entry describing subject of activity. each picklist value can have up to 40 characters. Choose a Webex teleconferencing service.
users can insert events in other users’ calendars. • If your organization has territory management. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. My Territories means records associated with territories to which you belong. Administrators and users with the “Manage Public List Views” permission can also edit or delete public views and some of the standard Salesforce CRM views. or opportunities above a particular Amount. Show Details and Add Events – In addition to the sharing levels set by Show Details. You can create new list views to see a specific set of records such as contacts. To create a new view. There may be additional options: • Lead and case list views can be restricted by queue. • Activity list views have several options.. Fill in the following: 1.Salesforce. users. Hide Details and Add Events – In addition to the sharing levels set by Hide Details.” Section 9-27. 4. Enter View Name. training & CertifiCation 42 . to specify the set of records to search. click Edit next to the View drop-down list. You can also create views of contacts. 3. Note: By default. documents.. Enter the name to appear in the View drop-down list. 2. leads with a specific Lead Source. or campaigns. manage.. 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. edit. navigate. To edit or delete any view you created. For example.. or cases to use for mass email recipient lists. account and opportunity list views can be restricted by My Territories or My Territory Teams. users can insert events in other users’ calendars. Show Details – Users can see detailed information about events in other users’ calendars. Specify Filter Criteria Filter by Owner These options vary. you can use additional tools to customize.com Certified administrator – Study guide (Spring ‘11) 2. this setting is set to “Hide Details and Add Events. In general. click Create New View at the top of any list page or in the Views section of any tab home page. Select the appropriate drop-down value for “Default Calendar Access. and edit list data. Click Setup | Administration | Security Controls | Sharing Rules | Edit. create a list view of accounts in your state. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. or My. • Price book list views can be restricted by price book. 2. leads. depending on the kind of record.” To change this setting: 1. select All.
such as Lead Source equals Web. and click Add. Select --Current-. To create list views that only your Salesforce CRM users can see. training & CertifiCation 43 .Salesforce. you’ll receive an error when attempting to save the list view. To share the list view. You can choose up to 15 different fields to display in your view. This option is not available in Personal Edition. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. role. When you select a long text area field. specify whether everyone or just you can see the custom view. select the group or role from the list below it. You can also use special date values in your filter criteria. and Developer Edition users can specify a public group. This option is disabled if you aren’t searching all records. To see a list view. and then share it with the All Internal Users group or a selected set of internal groups and roles. select a field name and click the Add or Remove arrow. or role including all users below that role to see the custom view. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. Enterprise. choose the type of group or role from the drop-down list. users must also have the appropriate “Read” permission on the type of records within the list view. Select Fields to Display The default fields are automatically selected. up to 255 characters are displayed in the list view. You can display only the fields that are available in your page layout. Note: List views are visible to your customers in the Salesforce CRM customer portal if the Visible to all users radio button is selected for views on objects assigned to customer portal users’ profiles. specify conditions that the selected items must match. select the division that records in the list view must match.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. Filter by Additional Fields Optionally. 3. select Visible to certain groups of users. select Visible to certain groups of users.to show records in your current working division. Unlimited. Alternatively. Use the arrows to arrange the fields in the proper sequence. To add or remove fields. 4.
applies only to events. the event is marked as an all-day event. activity is an event. task is still open. the task Status field has a “Closed” value. you can manually enter “True” or “False” in the filter criteria.” Alternatively. or records owned by or shared with users in roles below you in the role hierarchy. not tasks. the lookup icon automatically displays when you choose to filter on one of the special picklists. (Field-level security is available only in Enterprise.Salesforce. you can view only those fields that are visible in your page layout and field-level security settings. enter “Closed equals True” and “Won equals False. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. applies only to events. In addition. leads. the account is a partner account or the lead or opportunity owner is a partner user. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. 5. the event has a specific time. the event is the original group event assigned to the event host. 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. Click the lookup icon to choose the value “True” or “False. the account is a business account. When creating filter criteria. the event is the meeting invite sent to another user for a group event. records that have been shared with you. such as in the campaign import wizards. click Back to list at the top of any detail page. 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.) Archived activities are not included in activity list views. To show all closed/lost opportunities. Campaign is inactive. enter “Won equals True” as your search criteria. not an event. Unlimited.” Note: If you are creating filter criteria for a report or list view. Activities: Closed Campaigns: Active training & CertifiCation 44 . Click Save. activity does not have a green sheet. the task has been closed. The view appears in the View drop-down list so you can access it later. such as in a list view or report or when mass-deleting records. note that your administrator may have customized the name of this field. Campaign is active and can be chosen from various campaign picklists. activity is a task. you can use special picklist values for your search criteria. not tasks. These are special picklists with values of either “True” or “False. 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. To return to the last list page you viewed. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. the account is not a partner account or the lead or opportunity owner is not a partner user. to show all opportunities you’ve won.” For example. applies only to tasks. not events. that is.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. this field displays as the person account icon.
the opportunity has not been won. the opportunity is still open. the lead cannot be included in a mass email recipient list.Salesforce. Product is inactive and cannot be added to opportunities. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. Case does not have a new Self-Service comment. the partner for the opportunity has been marked as the primary partner. Product has a default revenue schedule. the lead has not been converted. that is. Product does not have a default revenue schedule. the opportunity is closed and won. that is. Case has a comment added by a Self-Service user. the case Status field has a “Closed” value. the Private box on the opportunity is not checked. the lead may receive mass email. Case has not been escalated. that is. Case has been automatically escalated via your organization’s escalation rule. Case does not have a Self-Service comment. the Stage field may have a value of the type open or Closed/Lost. the contact is enabled to log in to your Self-Service Portal. the partner for the opportunity has not been marked as the primary partner. the Stage field has a value of the type Closed/Won or Closed/Lost.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. Product does not have a default quantity schedule. Cases: Escalated training & CertifiCation 45 . the contact may receive mass email. Case has a new comment added by a Self-Service user. the contact is not enabled for Self-Service. the lead has been viewed or edited at least once by the owner since it was assigned. the Stage field has a value of the type Closed/Won. the opportunity owner has checked the Private box on the opportunity edit page. the case Status has a value that is not equivalent to “Closed. Product has a default quantity schedule. Case is still open. the lead has not yet been viewed or edited by the owner since it was assigned to that user. the lead has been converted. the case is open.” Case has been closed. that is. the opportunity is closed. the contact cannot be included in a mass email recipient list. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users.
com offline use. 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. User is active and can log in. User is a partner user. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. Enabling Territory Management available in: Enterprise. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. Unlimited. and Developer Editions.com customers advertise online with Google AdWords as a mechanism to generate leads. 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 . Solution is not reviewed.com. With Salesforce CRM and Google AdWords. Section 9-29.com) is an online advertising service used to create advertisements that display on major search engines. User is not enabled for force. User is not enabled to manage campaigns. Google AdWords What is Google AdWords? Google AdWords (http://adwords. To request territory management for your organization. that is.Salesforce.) Section 9-28. User can manage campaigns. contact salesforce. User is inactive and cannot log in. you’ll be ready to turn on territory management for your organization. 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.com offline.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. (Field-level security is available only in Enterprise.google. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. Unlimited. After you’ve completed the prerequisites. User has access to use force. User is not a partner user. including Google. Many salesforce. the translated solution has been updated to match the master solution with which it is associated. the translated solution has not been updated to match the master solution with which it is associated.
copy. Salesforce. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager.com provides a link to Adobe’s website where you can download Flash for free. on the content details page click Clone & Customize. When you publish a PowerPoint file.com does not delete existing presentations but they cannot be customized or modified. sales opportunities. 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. training & CertifiCation 47 . version 9. In this case. or modify a presentation. click the Workspaces tab and then choose Create New | Presentation. and Developer editions User Permissions Needed to create presentations: Manage Workspaces checked in your workspace permission definition or add Content checked in your workspace permission definition Note: Microsoft Office 2007 file previews are currently available through a pilot program. it may time out.0.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. • To modify a presentation and save it as a new version. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. Group. Note: Working with presentations requires Adobe Flash® Player. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. on the content details page click Edit | Edit Presentation. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. 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. Unlimited. Enterprise. If you do not have Flash installed. clone & customize. 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.11. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. • To create a new presentation by copying an existing presentation. • To create a new presentation. or you can browse all slides published into your workspaces. Depending on whether you want to create. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. Salesforce. To work with presentations: 1.Salesforce. If presentation assembly is disabled after presentations have been created. You can publish the presentation to a public workspace or keep it in your personal content area.5 or higher. Note: When you create. Professional. In Salesforce CRM Content. or modify a presentation.
As you type a tag. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. f.com Certified administrator – Study guide (Spring ‘11) 2. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. 3. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. If you do not choose a language. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. To refine your results. choose Save in my personal workspace. 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. When you are done assembling your presentation. complete the Reason for Change field. hover over a presentation and click the slides icon ( presentation. choose that author from the drop-down list. click Cancel to return to your starting point. In the Save or Publish Content dialog: 4. b. add or modify the presentation’s description.Salesforce. 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. Select a workspace. If you do not want the presentation to be visible to other users in your organization. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. suggested tags. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. To publish the content on behalf of another author. e. • In search results. assign or change the presentation’s name. you must choose from the list of training & CertifiCation 48 . You can re-upload the slide if you want the thumbnail to be visible. select a specific workspace to search or enter a search term in the text box before clicking either button. a. d. Choose Add to presentation or Hide preview as needed. hover over a document and click the garbage can icon ( document from the presentation you are assembling. When you select a tag it turns green. Optionally. If you are modifying the presentation. • In search results. Click a suggested tag to add it to the Tags field automatically. click Save. The Language drop-down list is displayed if multi-language support is enabled. click a file or slide to preview it in the lower half of the window. Optionally. Click a tag to add it to the Tags field automatically. ë If your administrator assigned the guided tagging rule. only content associated with that language is displayed in the search result set. for example if your work is still in progress. • Click Clear at any time to revert your changes. Salesforce CRM Content associates your content with your personal language setting. Tag your content. tags or enter a new tag. but you can click on them to see the preview in the lower half of the window. If users restrict their content searches to a particular language. Note: Some slide thumbnails may not be visible or may only be partially visible. hover over a slide and click the presentation icon ( that use that slide. c. you can enter tags in the Tags field. The following options help you assemble your presentation: • In search results. choose a language.
ë Tags are case insensitive.com Global Oﬃces Latin America Japan Asia/Paci c EMEA +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 Copyright ©2011. All rights reserved. g. but that doesn’t delete the tag..ë You can’t change or delete tag names. CA. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. Click Publish. h.com. 94105 United States 1-800-NO-SOFTWARE www. inc. Salesforce. choose one from the drop-down list. and salesforce. The content type determines which custom fields appear for you to categorize and define your content.salesforce.com owns other registered and unregistered trademarks. salesforce. inc. 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.com. You can remove tags from a document. return to the Workspaces tab. You can then view the content details page.com and the “no software” logo are registered trademarks of salesforce. You can’t have two tags with the same name even if they use different upper and lowercase letters. If multiple content types are available. or publish another file. Other names used herein may be trademarks of their respective owners.