Salesforce.

com Certified Administrator

Study Guide
Spring ‘11

training & CertifiCation

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

Contents
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................14 Custom field types .........................................................................................................................................15 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................24 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................31 Defining Custom report types ..................................................................................................................31 Updating Campaign History .......................................................................................................................33 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................36 What is the automated Case User used for?.........................................................................................36 Categorizing Solutions ..................................................................................................................................36 Creating Custom object tabs .....................................................................................................................37 Creating events .................................................................................................................................................38 organization-Wide Default Sharing rule for Calendar access ......................................................41 Creating Custom List Views .........................................................................................................................42 enabling territory Management................................................................................................................46 google adWords ..............................................................................................................................................46 Creating and Modifying Presentations in Salesforce CrM Content ............................................47

training & CertifiCation

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

Section 1.

This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.

Purpose of this Study Guide

Section 2.

The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
1

▪ ▪ ▪ ▪

training & CertifiCation

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

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

Weighting
3%

training & CertifiCation

2

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

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

2%

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

3%

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

5%

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

17%

training & CertifiCation

3

modify.Salesforce. and test the approval Process identify the settings in creating Workflow approval Processing 3% Data Validation Define Data Validation List common use cases for Data Validation Describe when Data Validation rules are enforced Create Data Validation rules 3% Data Utilities Describe the function of an external iD List and describe the different tools and use cases for data migration Update existing data via import Define when to use the Data Loader List the functions of the Data Loader Mass Update records 5% training & CertifiCation 4 .com Certified administrator – Study guide (Spring ‘11) Security & Access List the information captured on the User record Create and maintain User records explain the record owner concept Describe the elements of the Sharing model Describe the scope and capabilities of organization-Wide Defaults explain how access is granted through the role Hierarchy Set up organization-Wide Defaults Describe the use of roles Build a role Hierarchy assign users to roles Mass-transfer records from one user to another List the objects that may have Sharing rules Build Sharing rules Share records manually Describe the use cases of Public groups and where to use them Compare and contrast Sales with account teams List the places to use folders Describe how folder access differs from record access Create folders to organize and provide access to data 13% Workflow explain how Salesforce implements Workflow and when to use Salesforce Workflow List and describe use cases for the four Workflow actions explain the capabilities and settings of a Workflow rule Describe the differences between immediate and time-dependent Workflow actions Set up a Workflow rule and associated actions 5% Workflow Approval Processing Define the basics of the Workflow approval Process Compare and contrast the approval Processes versus Workflow List the differences between the Jump Start Wizard and the Standard approval Process Wizard explain how to route approvals Create.

Salesforce. Web-to-Lead. assignment rule.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. 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 .

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

What must end users do to see this change? A. Only when a Record is created Every time a Record is created or edited Every kind of workflow evaluation criteria When a Record is edited and it didn’t previously meet the rule criteria 5. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . Nothing—they’ll see the application in Spanish immediately. C. C. B. C. B. Refresh their browser. E. C. 3. B. F. B. D. Change their language personal preference to Spanish.) A. Purchase Unlimited Edition licenses Request a feature license from salesforce.) A.) A. B.com Certified administrator – Study guide (Spring ‘11) 1. D. D. Sales User Marketing User Invoice Manager Contract Manager 4. D. Which profile is a standard Profile? (Select all that apply. An administrator changed the organization’s default language from English to Spanish. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. What must an Administrator do to enable Advanced Currency Management for an organization? A. Who may be assigned a workflow task? (There are five correct answers.com Enable Customizable Forecasting Enable Multiple Currencies 6. Logout. D.Salesforce. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. B. D. C. then log in again. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. C.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. depending on how many other dashboards are scheduled to refresh at that time. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. Dashboard components that include S-controls may not display in dashboard refresh notifications. Users must log in to Salesforce CRM to view S-control data displayed in real time. For example. For example. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. To view the report that a table or metric dashboard component represents. 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. users must click the name of the first column on the table or the metric label. 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. General Permissions The following table shows the general permissions associated with each standard profile. the dashboard may refresh any time between 2:00 PM and 2:59 PM. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. the dashboard must be in a public folder with access granted to others. then the dashboard will only refresh on months that have 31 days. and you schedule a dashboard to refresh every day at 2:00 PM.Salesforce. if you select 2:00 PM as your preferred start time. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. Contract Manager administrator. Dashboards refresh in the time zone of the user who schedules the refresh. Contract Manager training & CertifiCation 27 . In HTML-formatted dashboard refresh notifications. For example. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. edit. Other users cannot access dashboards in your personal folders. After users receive dashboard refresh notifications in their email clients. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. and delete contracts apply an approved status to a contract Profiles administrator. If you want a dashboard to refresh on the last day of every month. the dashboard will only refresh on months that have that specific day. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. To send a dashboard refresh notification to other users. If you schedule a dashboard to refresh on a specific day of every month. choose “last” from the On day of every month drop-down list. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. Create.

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

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

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

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

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

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

or Cloning individual Campaign Members 50. In addition.csv).000 per import file 250 per list page 1 Adding Leads to Campaigns Lead Source a report of existing leads a CSV file of new leads a list view of existing leads an individual lead detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Lead import Wizard adding Contacts or Leads from a List View to a Campaign adding. Displaying and Editing Campaigns available in: Enterprise. 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). edit. Unlimited. update. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). The following tables describe additional methods to add campaign members.000 per import file 250 per list page 1 Section 9-20. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. Both contacts and leads can be associated with your campaigns as campaign members. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. Edit Members – Search to view. not for marketing purposes. 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. editing.000 per report 50.000 per report 50.com Certified administrator – Study guide (Spring ‘11) can create. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 . and delete campaigns and configure advanced campaign setup.Salesforce. editing. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. 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. or Cloning individual Campaign Members 50. Update & Add Members – Import File to edit campaign member status using an import file. or delete existing campaign members. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (.

You can click individual items to display additional detail. you can use the Parent Campaign lookup field to assign a parent to your campaign. Creating Campaign Hierarchies – When creating or editing a campaign. or person account. Note: If enabled by your administrator. including activities. and the opportunities that resulted from the campaign. click one of the tag names to view a list of all records with that tag.Salesforce. Note: If your organization has enabled inline editing. contact. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. click Save. you can search for an existing campaign or create a new parent campaign. Leads.” or “Attended. campaign hierarchies. You can also select a campaign name from the Campaign History related list of an associated lead. If the record has already been tagged. and then change the fields you want to update. related list hover links display at the top of each detail page. You can also click Save & New to save the current campaign and create another. Printing Campaigns – To view a printable display of all information for the campaign. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. You can also click a related list hover link to jump down to the content of the related list without having to scroll down the page. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. To return to the last list page you viewed. you can edit fields directly on the detail page. 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. Sharing – To share a campaign with other users. In the lookup dialog. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. click Printable View on the campaign detail page. click Sharing. Tip: If your organization has enabled hover details. Linking Contacts. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. attachments. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. If your organization has enabled collapsible page sections. training & CertifiCation 35 . Tagging Campaigns – If tags have been enabled. When you’ve finished. or roles.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. contacts. groups. or person accounts with a campaign or to update the status of existing campaign members. use the arrow icons next to the section headings to expand or collapse each section on the detail page.” “Responded. Use your browser’s Print function to print the display. Click more at the bottom of the page or View More below a related list to display more items. If you have campaign hierarchies enabled. Editing Campaigns – To update a campaign. click Edit. click Back to list at the top of the campaign detail page.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. click the campaign name to display detailed information. 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.

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

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

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

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

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

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

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

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

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

Product has a default revenue schedule. the opportunity is closed. Case has been automatically escalated via your organization’s escalation rule. Case is still open. that is. the lead may receive mass email. the lead has been converted. that is. Cases: Escalated training & CertifiCation 45 . the opportunity is closed and won. the contact cannot be included in a mass email recipient list. the opportunity is still open. the Stage field has a value of the type Closed/Won. Product does not have a default revenue schedule. the partner for the opportunity has been marked as the primary partner. the lead has not been converted. the lead cannot be included in a mass email recipient list.com Certified administrator – Study guide (Spring ‘11) Special Picklist Field Value Cases: Closed true false true false Cases: New SelfService Comment Cases: Open (Only for reports) Cases: Self-Service Commented Contacts: Email Opt Out Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out true false true false true false true false true false true false true false true Leads: Unread false true Opportunities: Closed false Opportunities: Primary (Only for Partner Opportunities report) Opportunities: Private false true Opportunities: Won false true Products: Active false Product: Has Quantity Schedule Product: Has Revenue Schedule Solutions: Visible in Self-Service Portal true false true false true false true false true Description the case is closed. the lead has not yet been viewed or edited by the owner since it was assigned to that user. the partner for the opportunity has not been marked as the primary partner. the lead has been viewed or edited at least once by the owner since it was assigned. Product has a default quantity schedule. the contact is enabled to log in to your Self-Service Portal. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. Case has a comment added by a Self-Service user. Case does not have a Self-Service comment. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users.Salesforce. the case Status field has a “Closed” value. Case has not been escalated. the opportunity has not been won. Case has a new comment added by a Self-Service user. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the Stage field has a value of the type Closed/Won or Closed/Lost. that is. Product does not have a default quantity schedule. the case is open. the Private box on the opportunity is not checked. that is. the Stage field may have a value of the type open or Closed/Lost. Product is inactive and cannot be added to opportunities. the contact is not enabled for Self-Service. 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. Case does not have a new Self-Service comment.” Case has been closed. the contact may receive mass email.

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

If you do not have Flash installed. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. Unlimited. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. 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.com provides a link to Adobe’s website where you can download Flash for free. copy. Salesforce. 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. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager.11.0. it may time out. Note: Working with presentations requires Adobe Flash® Player. Salesforce CRM Content not only uploads the entire file to your workspace but also extracts the individual slides so they are available when you assemble or modify a presentation. or modify a presentation. You can publish the presentation to a public workspace or keep it in your personal content area. clone & customize. or modify a presentation. In Salesforce CRM Content. • To create a new presentation. In this case. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. sales opportunities. training & CertifiCation 47 . To work with presentations: 1. If presentation assembly is disabled after presentations have been created. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. Depending on whether you want to create. 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. version 9. Salesforce.com does not delete existing presentations but they cannot be customized or modified. Enterprise.Salesforce. Professional. on the content details page click Clone & Customize. on the content details page click Edit | Edit Presentation. • To create a new presentation by copying an existing presentation. • To modify a presentation and save it as a new version. Note: When you create. click the Workspaces tab and then choose Create New | Presentation. Group.5 or higher. or you can browse all slides published into your workspaces. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. When you publish a PowerPoint file.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads.

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

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

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