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com Certified Administrator
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................14 Custom field types .........................................................................................................................................15 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................24 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................31 Defining Custom report types ..................................................................................................................31 Updating Campaign History .......................................................................................................................33 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................36 What is the automated Case User used for?.........................................................................................36 Categorizing Solutions ..................................................................................................................................36 Creating Custom object tabs .....................................................................................................................37 Creating events .................................................................................................................................................38 organization-Wide Default Sharing rule for Calendar access ......................................................41 Creating Custom List Views .........................................................................................................................42 enabling territory Management................................................................................................................46 google adWords ..............................................................................................................................................46 Creating and Modifying Presentations in Salesforce CrM Content ............................................47
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.
Purpose of this Study Guide
The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:
Audience Description: Salesforce.com Certified Administrator
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Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
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training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Configure/use dashboards and dashboard components Print and export reports; email and schedule reports and dashboard refresh Set up Marketing campaigns, campaign hierarchies, lead queues, assignment rules, and Web-to-lead and auto-response rules Configure campaign measurement, campaign influence, and lead conversion Set up Salesforce Console functionality and navigation Configure custom objects, applications, and tabs Install/uninstall packages from the AppExchange Manage tasks, events, public calendars, and multiday events Cases, case hierarchies, case queue, Web-to-case, and email-to-case Case escalation and auto-response rules and assignment rules Solutions and solution categories Self-service portal Client management, territory management, and advanced currency management setup Products and price books
The candidate should be able to describe the capabilities of:
The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended
About the Exam
Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training
The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Identity Confirmation (setting login restrictions)
Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application
Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security
training & CertifiCation
Salesforce. 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 . modify.com Certified administrator – Study guide (Spring ‘11) Security & Access List the information captured on the User record Create and maintain User records explain the record owner concept Describe the elements of the Sharing model Describe the scope and capabilities of organization-Wide Defaults explain how access is granted through the role Hierarchy Set up organization-Wide Defaults Describe the use of roles Build a role Hierarchy assign users to roles Mass-transfer records from one user to another List the objects that may have Sharing rules Build Sharing rules Share records manually Describe the use cases of Public groups and where to use them Compare and contrast Sales with account teams List the places to use folders Describe how folder access differs from record access Create folders to organize and provide access to data 13% Workflow explain how Salesforce implements Workflow and when to use Salesforce Workflow List and describe use cases for the four Workflow actions explain the capabilities and settings of a Workflow rule Describe the differences between immediate and time-dependent Workflow actions Set up a Workflow rule and associated actions 5% Workflow Approval Processing Define the basics of the Workflow approval Process Compare and contrast the approval Processes versus Workflow List the differences between the Jump Start Wizard and the Standard approval Process Wizard explain how to route approvals Create.
assignment rule. Web-to-Lead. and corresponding auto-response rule Measure Campaign results Describe the process and effects of converting a Lead 5% Service & Support Administration Define a Case Describe use cases for Case Hierarchies Describe how to use Case Queues to manage Cases Describe how to use a Case assignment rule to assign and route Cases Describe use cases for Web-to-Case Describe uses cases for email-to-Case Describe the functionality of the Case escalation rule Describe the functionality of the Case auto-response rule Describe the functionality of the Business Hours 5% training & CertifiCation 5 .com Certified administrator – Study guide (Spring ‘11) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue.Salesforce.
Sample Exam Questions training & CertifiCation 6 . The following questions are representative of those on the Salesforce. escalation rules.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. The actual exam questions may be more or less difficult than this set of questions. 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. including Business Hours. assignment rule. These questions are not designed to test your readiness to successfully complete the certification exam. Applications. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6.com Certified Administrator exam. but should be used to become familiar with the types of questions on the exam.Salesforce.
D. Sales User Marketing User Invoice Manager Contract Manager 4. D. An administrator changed the organization’s default language from English to Spanish. B.com Certified administrator – Study guide (Spring ‘11) 1.Salesforce.) A. B. C. E. B. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . C. 3. Change their language personal preference to Spanish. What must an Administrator do to enable Advanced Currency Management for an organization? 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. Who may be assigned a workflow task? (There are five correct answers. Which profile is a standard Profile? (Select all that apply. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. B. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. F. C.com Enable Customizable Forecasting Enable Multiple Currencies 6. C. B. C. Purchase Unlimited Edition licenses Request a feature license from salesforce. D. Nothing—they’ll see the application in Spanish immediately. B. D. Logout. then log in again. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. D. Refresh their browser.) A. C. D. What must end users do to see this change? A.
If IP address restrictions are defined for the user’s profile. B.com Certified administrator – Study guide (Spring ‘11) Section 7. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. Organization-Wide Trusted IP Address List For all users. Section 9-1. D 4. or the Data Loader. there is a maintenance fee of $100 to keep the certification current for the following year. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. then Salesforce CRM checks whether the user is logging in from an IP address she or he hasn’t used to access Salesforce CRM before: • If the user’s login is from a browser that includes a Salesforce cookie. C 3. All certifications include access to new release content for subsequent releases. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. Maintaining a Certification Section 9.Salesforce. the login is allowed. C Answers to Sample Exam Questions 6. training & CertifiCation 8 . When users log in to Salesforce. Salesforce Connect Offline. B. either via the user interface. for 1 year. D 1. the API. In preparing for the Salesforce. B 5.com professionals will be notified automatically when new release content and exams become available. Salesforce CRM then checks whether the user’s profile has IP address restrictions. along with the associated exams. 2. C. any login outside the specified hours is denied. If profile-based IP address restrictions aren’t set. you can set a list of IP address ranges from which they can log in. E.com Certified Administrator exam. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. Salesforce Connect for Office. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. A. Salesforce Connect for Lotus Notes. Salesforce confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions. or a desktop client such as Salesforce Connect for Outlook. F Section 8. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. If login hour restrictions are specified for the user’s profile. After 1 year. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. D. A. Certified salesforce. 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. you can set the hours when users can log in and the IP addresses from which they can log in.
Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. see the Core Data Types Used in the API Calls topic in the Force. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. For access via the API or a client. The security token is valid until a user resets the security token. However. 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. Partner portal and customer portal users aren’t required to activate computers to log in. A security token is an automatically generated key from Salesforce CRM. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. changes the password. the user’s security token is automatically reset. if their profile has IP address restrictions set. When a user changes his/her password or resets the security token. then your organization’s login lockout settings determine the number of times a user can attempt to log in with an invalid security token before being locked out of Salesforce CRM. the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user’s Salesforce CRM record. Furthermore. 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. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. For example. API and desktop client users cannot log in to Salesforce CRM unless their IP address is included on your organization’s list of trusted IP addresses or on their profile. 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 . and the security token is XXXXXXXXXX.Salesforce. After 24 hours. the activation link expires and users must repeat the activation process to log in.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. if a user’s password is mypassword. the login is blocked. then the user must enter mypasswordXXXXXXXXXX to log in. if the security token is enabled for your organization. Whenever a login is blocked or returns an API login fault. 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 must add their security token to the end of their password to log in. The activation link included in the email is valid for up to 24 hours from the time the user clicked the Send Activation Link button. For more information on API login faults. the login is allowed. Tip: It’s recommended that you obtain your security token via the Salesforce UI from a trusted network prior to attempting to access Salesforce CRM from a new IP address. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. If single sign-on is enabled for your organization.
4. 1. By default. 6. To add or remove related lists. make sure you’ve exported any data related to fiscal periods. Click Setup | Manage Users | Profiles and select a profile. The hours are always applied at those exact times even if a user is in a different time zone or if the company’s Default Time Zone is changed. set the start and end times to the same value. Click Save.com Certified administrator – Study guide (Spring ‘11) Setting Login Hours Permission Needed: “Manage Users” You can set the hours when users with a particular profile can use the system. To prohibit users from using the system on a specific day.Salesforce. You can also access the Customize My Display page via the Customize Page link in the Dashboard section of the Home tab or on any record detail page. Select the dashboard to use and click Save. the system ends the user’s session when the restricted hours begin. Select “None” for the start and end times to allow users to be logged in at any time. Add each tab you want to display. Set the days and hours when users with this profile can use the system. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. Click Save when finished. For all other tabs. For your Home tab. Click Edit in the Login Hours related list. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. training & CertifiCation 10 . 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. if you have multiple apps. select a related list title in the Selected List box and click the Up or Down arrow. select a related list title and click the Add or Remove arrow. Note: Before enabling custom fiscal years. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. Section 9-2. Section 9-3. change the display order if desired. set which related lists display on your detail pages. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. and click Save. To change the order of the related lists. Note: If a user logs in before the restricted hours. 5. you’ll see the tabs that are set for your profile. 2. 3. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. customize the dashboard snapshot that displays on the Home tab. Select an object from the drop-down list and click Customize My Pages to customize your display. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information.
See Creating HTML Email Templates.Salesforce. Optionally. Force. You can also include images on your HTML and Force. Contact Manager. If you aren’t certain you want to enable custom fiscal years.com pages. click Cancel. Click Enable Custom Fiscal Years. quotas. 3. define your fiscal year. 6. Section 9-4. See Creating Text Email Templates. This change will affect opportunities and forecasts organization-wide. and Group editions HtML and force. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. merge fields. All these email templates can include text. forecasts. Do not enable custom fiscal years unless you understand and are prepared for all the implications. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. Enabling custom fiscal years impacts your reports. Select Custom Fiscal Year. Back up your current data. and other date-sensitive material. 2. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. and attached files.com pages (Visualforce) – Administrators and developers can create templates using Force. Warning: Custom fiscal years cannot be disabled once enabled. If you understand the effects of enabling custom fiscal years and you’ve exported all your data.com Certified administrator – Study guide (Spring ‘11) To enable custom fiscal years: 1. Managing Email Templates available in: All editions Mass email not available in: Personal. You must either know HTML or obtain the HTML code to insert in your email template. generate weekly export data. See Creating Visualforce Email Templates. click OK. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. Once you’ve enabled custom fiscal years. 5. 4. 4. Click Setup | Company Profile | Fiscal Year. a. Actual b. 3.com pages email templates allow for advanced merging with a recipient’s data.com pages (Visualforce) email templates not available in: Personal edition User Permissions Needed to create or change HtML email templates: to create or change force. 2. Force.com pages templates. See Creating Custom HTML Email Templates.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. where the content of a template can contain information from multiple records. Text – All users can create or change text email templates. You can use email templates when you send an email from the training & CertifiCation 11 .
If you have permission to manage public email templates. subject. click Edit to change the message content.com pages templates: • Click Edit Template to change the markup of the template page. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page. Force. The options vary depending on the template type (custom.com pages (Visualforce) markup.com pages. ë Note: Salesforce. training & CertifiCation 12 . • If the Force.Salesforce. click Your Name | Setup | Email | My Templates. If you leave the text-only version blank. the text-only version is automatically generated when you edit the HTML version. click Your Name | Setup | Communication Templates | Email Templates. Note: You cannot send a mass email using a Force. edits to the HTML version are not reflected in the text-only version.com recommends that you leave the text-only version blank. click the template name in the list. 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. Salesforce automatically creates the text-only content based on the current HTML version. a trigger. Click New Template to create any type of email template.com pages email template. • Click Edit Text Version to change the content or merge fields of the text-only version. To edit or delete a template. and so on.com pages templates without HTML tags. If you choose not to leave the text-only version blank and instead manually create a text-only version. a custom object. HTML. or text): For text templates. or merge fields. When you leave the ▪ text-only version blank.com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. You can also use text and HTML templates when you send mass email. click Edit or Del next to the template name in the list. • The Visualforce Attachments related list indicates which attachments are being generated through Force. A button to check the spelling of your template is available for text templates and Force. For Force.com pages (Visualforce) markup references components in installed managed packages such as another class. the Version Settings related list shows the package versions of the installed managed packages containing the referenced components. To manage your personal email templates. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails.
• If you have the “Manage Public Templates” permission. ë Click Attach File from the Attachments related list to add an attachment to the template. Record types can be used in various ways. picklist values. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. and solution processes: opportunity Stage. Managing Record Types available in: Enterprise. Section 9-5. These record types are called person account record types. The attached file is included in every email that uses the template. lead processes. For more information. • Alternatively. and page layouts to different users based on their profiles. For more information. Initially. • Click Clone to clone a template.Salesforce. Record Type Considerations Keep the following considerations in mind when creating or changing a record type: ▪ ▪ The following special picklist fields are not available for record types because they’re used exclusively for sales processes.com Certified administrator – Study guide (Spring ‘11) ë Click Send Test and Verify Merge Fields to view a sample of the template populated with data from records you choose and send a test email. support processes. 13 ▪ training & CertifiCation . • Click Delete to remove the template. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. click Show Dependencies to see what components the template references. Lead Status. and you can create additional person account record types. You can change the name of this record type. Unlimited. To select a file: • Click the Search in Documents link to search for files in the Documents tab. Person accounts are account records to which a special kind of record type has been assigned. see Understanding Dependencies. case Status. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. the author is the person who created the email template. and offer different picklist values for each. see Cloning Email Templates. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. You cannot delete all the record types for an object if the object is referenced in a Force. and solution Status. 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.com code (Apex) script. you can click [Change] next to the Author field to select a different author. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. • If “Developer Mode” is enabled. If you select an image logo or other graphic file.
Unlimited. After setting field-level security for users based on their profiles. 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 define field-level security: 1. list views. click a tab or activity link. Click Save. click View next to the tab you want to modify. The settings also override any lessrestrictive field access settings on the page layouts. if a field is required in the page layout and read only in the field-level security settings. ë Click Set Field-Level Security. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. reports. Setting Field-Level Security Section 9-6. the Salesforce CRM partner portal. For example. 3. The most restrictive field access settings of the two always apply. and then click Fields. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. the field-level security overrides the page layout and the field will be read only for the user. search results. ë Select a profile to change the field access for users with that profile. or editable (visible without read only) for users based on their profile. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. hidden. ë Select the field you want to modify.com Connect Offline. 2. Force. read only.Salesforce. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. training & CertifiCation 14 . ë In the Field-Level Security section. Note: These field access settings apply throughout Salesforce CRM.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. 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. you can: ▪ Create page layouts to organize the fields on detail and edit pages. Specify whether the fields should be visible. and then click Edit. and when synchronizing data or importing personal data. available in: Enterprise. the Salesforce CRM customer portal.
note that you can’t use custom email addresses for mass emails. or roll-up summary fields. in reports. allows users to enter an email address. for example. in lookup dialog search results. validation rules. allows users to check a box. if a lookup field references a record that is deleted. for example. Custom Field Types The first step in creating a custom field is choosing the type of the field. which is validated to ensure proper format. This process reduces the number of page layouts for you to maintain. and in the key lists on tab home pages. Values lose precision after 15 decimal places. use “true” for checked values and “false” for unchecked values.345 becomes 12. allows users to enter a date or pick a date from a popup calendar and enter a time of day. the maximum length of any autonumber field is 30 characters. allows users to automatically calculate values based on other values or fields such as merge fields.345 becomes -12. you can then display a related list to show all of the records that are linked to it. Universally required fields always display on edit pages regardless of field-level security. the system automatically formats the field as a currency amount. on the associated record. you can limit the data by specific dates and times using any custom date field.5 becomes 24. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields. 22.5 becomes -24. this can be useful if you export data to excel or another spreadsheet.5 becomes -22. you can limit the data by specific dates using any custom date field. Creates a relationship between two records so you can associate them with each other. workflow rules. allows users to enter a currency amount. then use page layouts primarily to organize detail and edit pages within tabs. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. Lookup relationship fields to campaign members are not available. Lookup Relationship training & CertifiCation 15 . Lookup relationship fields are not available in Personal edition. When using a checkbox field for a report or list view filter. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. however. You can create lookup relationship fields that link to users. Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. Below is a description of each custom field type. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. 20 of which are reserved for prefix or suffix text. lookup relationship fields from campaign members to other objects are available. in reports. and the lookup field is not required in the page layout. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. See Building formulas and operators and functions.34. for example. and does not run any force. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. you can create a custom hierarchical relationship field to store each user’s direct manager.Salesforce. or custom objects. for more information on relationships. Section 9-7.com (apex) triggers. -22. 23. see overview of relationships. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. indicating a true or false attribute of a record. if this field is specified for contacts or leads. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. 12. for example. they can also add the current date and time by clicking the date and time link next to the field. Verify users’ access to fields by checking the field accessibility grid. They also may be visible to users even though they reference fields your users can’t see. Note: Salesforce uses the round half even tie-breaking rule for currency fields.5 becomes 22.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. standard objects.Salesforce sets the lookup field to null. the time of day includes aM or PM notation.35 and -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. users can choose the address when clicking Send an email. and -23. Set the fields that display in search results. a lookup relationship has no effect on record deletion or security.
345 becomes 12. the maximum field size is 32. modify alignment. available for custom objects only. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. any length from 256 to 32. Consequently. only gif. up to 255 characters.000 characters that display on separate lines similar to a Description field. 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. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. Unlimited. upload or link to an image. and outdent. the maximum size for uploaded images is 1MB. Note: if the decimal value is greater than 15. and you add a percent sign to the number. italicize. although you can create a master-detail relationship field on a custom object that links to a standard object.000 characters. allows users to enter up to 255 characters of any valid website address. Note: Salesforce uses the round half up tie-breaking rule for number fields. redo. salesforce. to enable encrypted fields for your organization. Salesforce rounds numbers referenced in merge fields according to the user’s locale. With the use of a toolbar. allows users to select more than one picklist value from a list you define. Salesforce automatically formats it as a phone number. Mapping Custom Lead Fields available in: Group. Master-detail relationships cannot be used with campaign members. for example.345 becomes -12. note that only the first 50 characters are displayed on the record detail pages. for example. Percent allows users to enter a percentage number. Values lose precision after 15 decimal places. this is treated as a real number and any leading zeros are removed. indent. Phone allows users to enter any phone number. a runtime error occurs. ‘10’. or symbols that are stored in encrypted form. When users click on the field. allows users to enter any combination of letters. add a hyperlink. not the number of decimal of spaces specified in the number field configuration. custom phone fields are displayed with the button. for more information on relationships.Salesforce. allows users to enter any combination of letters. strike-out.000 characters is allowed. numbers. numbers. add a numbered or non-numbered list. allows users to enter up to 255 characters that display on separate lines similar to a Description field. if desired.000 character limit. Note: if you are using the Service Cloud’s call center. and Developer editions training & CertifiCation 16 . see overview of relationships.com. jpeg and png file types are supported. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. see Using rich text area fields. the UrL will open in a separate browser window. for more information.34. minimum. or maximum value of related records. contact salesforce. these fields display each value separated by a semicolon. See entering Phone numbers.com recommends that you do not use a custom phone field for fax numbers. for example. inclusive of all the formatting and HtML tags. the toolbar allows the user to undo.35 and -12. bold. this data type is not available for activities or products on opportunities.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. allows users to enter up to 32. automatically displays the record count of related records or calculates the sum. these 2 characters count toward the 32. You can set the length of this field type to a lower limit. a line break and a return character are added to the text. users can format the field content and add images and hyperlinks. Professional. allowing click-to-dial functionality. the system automatically adds the percent sign to the number. Number allows users to enter any number. Enterprise. or symbols. underline. 12. You can set a maximum length. You can set a maximum length of up to 175 characters. note that every time you press Enter within a long text area field.
or Percent to other number. Price Books.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. contact. or percent fields of exactly the same length and decimal places. and release communications. Contacts. Select Setup | Customize | Leads | Fields | Map Lead Fields. and Solutions. ë Do not map custom formula fields to other formula fields or any other type of field. If you’re ready to move ahead with this feature. Cases. Currency. and opportunity fields. Contracts. Leads. ë You can map auto-number fields to fields of type Text. especially in the areas of help. contact. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. • Remember to map custom lead fields of type Number. Opportunities. Campaigns. Salesforce. Documents. If your organization has custom lead fields. support. or opportunity field into which you want the information inserted when you convert a lead. There are some exceptions: ë You can map between text and picklist fields. 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. For example. training & CertifiCation 17 . that lead field mapping will be deleted. contact. that is. Section 9-9. Note: If you change the data type of any custom field used for lead conversion. 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. Products. or Picklist.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. Assets. the information from the standard lead fields is inserted into standard account. However. and opportunity. choose a custom account. contact.Salesforce. Text Area. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. please follow the instructions at the end of this message. Click Save.com disable this feature): Renaming salesforce. • Remember to map custom lead fields to other custom fields of the same data type. For each custom lead field. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. Please review the information below in detail. To specify the mapping for custom lead fields: 1. Partners. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. ë Roll-up summary fields are not available for mapping lead fields of converted leads. if your lead currency field has a length of 3 and 2 decimal places. currency. ë You can map fields of type Text or Text Area to long text area fields. map it to another custom currency field with a length of 3 and 2 decimal places. training. or opportunity fields.
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. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. all references to “accounts” will be changed automatically to “companies. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. object.Salesforce. For example. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. and field names show up within the application? All Salesforce CRM pages accessible by your end users. Some fields are only displayed to administrators when creating or editing users. User Fields The available fields vary according to which Salesforce CRM edition you have. In addition. You will need to rename each tab manually. your users will first see a new overview page when they click on our online help links. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. Where will the new tab. This list includes but is not limited to custom fields. training & CertifiCation 18 . administrative checkbox that enables or disables user login to the service. and communication templates.” you’ll have to change it to “Company Health Check” to reflect your new terminology.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. 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. if you already have a custom email template titled “Account Health Check. including Personal Setup pages. page layouts. will automatically reflect the new terminology you define. If your organization renames tab and object names. Section 9-10. reports. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. views. if you rename Accounts to Companies. you can also create your own online help and user documentation.com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. For example. however. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. record types. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. 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. In other words.
email address of a user.com. and other pages where the entire name does not fit. opt in to receive administrator-targeted promotional 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. Users can change their division at any time. ISO8859-1 represents all Latin characters and should be used by english-speaking users. Up to 80 characters are allowed in this field. available only for organizations that use multiple currencies. available only in organizations that use divisions to segment their data. the default currency for all currency amount fields in the user record. by default. enables development mode for creating and editing force. Short name to identify a user on list pages. this field is only visible to organizations that have force. fax number for a user. Company name where the user works. and Unlimited edition. this user can also approve approval requests for users. including creation date and time.com. the default division is not used. Up to 40 characters are allowed in this field.com pages (Visualforce). (read only) training & CertifiCation 19 .com pages enabled. as displayed on the user edit page. the value used to identify a user for federated authentication single sign-on. Character set and encoding for outbound email sent by a user from within Salesforce. such as Customer Support. first name of a user.Salesforce. to all new accounts and leads created by the user. but is not supported by some older email software. this setting does not restrict the user from viewing or creating records in other divisions.com. and ISO-2022-JP are useful for Japanese users. Shown only in organizations using multiple currencies. Used to define the times that display in the user’s calendar. the organization’s Display Language applies to all users. this must be one of the active currencies for the organization. all text and online help is displayed in this language. Must be a valid email address in the form: jsmith@acme. unless he or she explicitly sets a different division. User who created the user. Up to 40 characters are allowed in this field. group that user works for. indicates whether an aPi token has ever been reset. Up to 40 characters are allowed in this field. time of day a user generally stops working. EUC-JP. the primary language for the user. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. Shift_JIS.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. in organizations using Professional. not available in Personal edition or group edition. City portion of the user’s address. Up to 80 characters are allowed in this field. enterprise. Up to 8 characters are allowed in this field. Country portion of the user’s address. reports. and reports. the new record is assigned to the existing record’s division. UTF-8 (Unicode) represents all characters for all the world’s languages. Up to 40 characters are allowed in this field. forecasts. the name of the call center to which this user is assigned. (read only) User’s default currency for quotas. available only for organizations that use multiple currencies. this field is not available if your organization has disabled your choice to receive emails from salesforce. Up to 255 characters are allowed in this field. for example. Up to 40 characters are allowed in this field. Company division to which user belongs. Salesforce. Depending on the approval process settings. indicates whether the user is allowed to use customizable forecasting. When users create records related to an account or other record that already has a division. User’s default currency setting for new records. identifying number for a user. PC Sales group. a user’s individual Language setting overrides the organization’s Default Language. name of the associated contact if the user is a partner user. Division that is applied.
and number fields. Checkbox that specifies if the user was created via self-registration to a customer portal. Salesforce CrM lets you inactivate users who are referenced in the Manager field. 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 establishes a hierarchical relationship. to receive real-time email alerts. available in enterprise and Unlimited editions only.com. if no mobile configuration is specified. the Locale setting also affects the first and last name order on Name fields for users. 14:00). Bob Johnson in the english (United States) locale displays as Bob Johnson. date/time. disable the checkbox for all your users. overrides the organization setting. tags. or authors. this field defaults to the mobile configuration assigned to the user’s profile. the locale is set at the organization level via Setup | Company Profile | Company Information.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user.Salesforce. the user must also select the Receive Salesforce Content Email Alerts checkbox. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. 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 selected. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. workspaces. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. if selected. allocates one Salesforce CrM mobile license to the user. Mobile Configuration the mobile configuration assigned to the user. for example. available at Setup | My Personal Information | Personal Information. tags. Up to 40 characters are allowed in this field. to receive email. workspaces. granting the user access to Salesforce CrM’s mobile capabilities. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. leads. Mobile Mobile User Cellular or mobile phone number. administrative field that defines a user’s permission to perform different functions within the application. Phone number of a user. Up to 40 characters are allowed in this field. 2:00 PM). including modification date and time. to use the campaign import wizards. Manager Lookup field used to select the user’s manager. and contacts. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. indicates the type of user license. their personal locale. opt in to receive user-targeted promotional emails from salesforce. preventing you from selecting a user who directly or indirectly reports to himself/herself.com offline. whereas in the english (United Kingdom) locale. for all other users. Marketing User Checkbox that indicates whether a user has access to create. Up to 80 characters are allowed in this field. as displayed on the user detail page. 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. Note: Unlike other hierarchy fields. User who last changed the user fields. they display using a 24-hour clock (for example. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. 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. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. for example. (read only) Combined first and last name of a user. for Personal and group edition users. Country or geographic region in which user is located. or authors. the Mobile User checkbox is enabled by default for Unlimited edition users. the Locale setting affects the format of date. and delete campaigns and configure advanced campaign setup.com. edit. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. whereas the Chinese (China) locale displays the name as Johnson Bob.
not available in Personal edition or group edition.. roles are selected from a picklist of available roles. State or province portion of a user’s address. Primary time zone in which a user works. Section 9-11. Optionally. such as Western region Support Manager.. 5. and Unlimited editions only. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. specifies that the user will receive email notification whenever he or she executes force. Before transferring a record.com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization. Up to 20 characters are allowed in this field. In the Transfer to field.. administrative field that defines the user’s login.com code (apex) that surpasses more than 50% of allocated governor limits. Professional. If your organization uses divisions. Up to 20 characters are allowed in this field. Used to define the times that display in the user’s calendar. Up to 80 characters are allowed in this field. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. Choose Setup | Data Management | Mass Transfer Records.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. 6. Users in arizona should select the setting with “america/Phoenix. Listing of custom links for users as set up by your administrator. Up to 80 characters are allowed in this field. amount of disk storage space the user is using. Unlimited. 7. Enterprise. you can: • Select the Transfer open opportunities. Click the link for the type of record to transfer. enterprise. 2. 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. if selected.. Zip code or postal code portion of a user’s address. checkbox if you want to transfer open opportunities owned by other users that are associated with the account.” 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. For leads. you can transfer to users or queues. time of day a user generally starts working. training & CertifiCation 21 . fill in the name of new record owner. you can transfer from users or queues. checkbox to set the division of all transferred records to the new owner’s default division. available in Developer. 3.Salesforce. Transferring Records available in: Group. When transferring accounts. fill in the name of the existing record owner in the Transfer from field. which can be changed by an administrator. For leads. 4. select the Change division.
For example. closed opportunities and open opportunities owned by other users. Click Transfer. Section 9-12. • Select the Transfer closed cases checkbox if you want to transfer closed cases that are owned by the existing account owner and associated with the account. open activities are not transferred. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. sharing rules. Transfer of Associated Items When you change record ownership. 2.com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. Unlimited. 11.” 9. some associated items that are owned by the current record owner are also transferred to the new owner. and optionally. Leads Access to Transferred Items When transferring accounts and their related data in Professional. This option applies only to closed opportunities owned by the account owner. Unlimited. all previous access given by manual sharing. open activities. Enterprise. open opportunities owned by the current account owner. • Select the Transfer open cases.. Fill in search conditions that the records you’re transferring must match. Deselect this checkbox if you want to remove the existing account team associated with the account. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. Choose Find to look for records that match. or sales teams is removed. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. Any relevant sharing rules are then applied to the data based on the new owners. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). Professional. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . Setting Up Web-to-Lead available in: Group.Salesforce. check the box in the column header to select all currently displayed items.. notes. Note: Mass transfers do not trigger workflow rules. 8. Click Setup | Customize | Leads | Web-to-Lead. When transferring leads to a queue. Enterprise. Select the checkbox next to each record you want to transfer. 10. open activities. closed opportunities owned by other users aren’t changed. attachments. you could search accounts in California by specifying “Billing State/Province equals CA. Optionally. and Developer Editions.
select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type.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. otherwise. 9. The source of your Web-to-Lead form is always in your personal language. add the Lead Currency field if you add any currency amount fields. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. Click Finished. add the line <input type=”hidden” name=”debug” value=”1”> to your code. select the language for the form labels displayed on your Web-to-Lead form. 5. 8. Specify the complete URL to which users should be directed after they submit their information.Salesforce. 3. This line redirects you to a debugging page when you submit the form. If you want to test the Web-to-Lead form. Don’t forget to remove it before releasing the Web-to-Lead page to your website. In addition. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. For Web leads that are generated as part of a campaign. To create and generate a Web-to-Lead form. if you set up response rules to use different email templates based on the information submitted. To select the fields to include on your Web-to-Lead form. • For organizations using record types on leads.” Note: auto-response rules are not available in group edition. and click Generate. all amounts will be captured in your corporate currency. 7.” and are changed to “Read” only when the lead owner views or edits that lead. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. This URL could be a “thank you” page or your company’s home page. click Create Web-to-Lead Form. Users can select the My Unread Leads list view to quickly locate all their new leads. Use the Up and Down arrows to change the order of the fields on your form. 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 leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. • Be sure to select the Campaign field (and optionally. Leave this option blank if you don’t wish to send emails when no response rules apply. training & CertifiCation 23 . all new leads are marked as “Unread. 4. Click Save. If your organization uses the translation workbench or has renamed tabs. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. the default response template is used when no response rules apply. 6. this template must be marked as “available for Use. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your website. • For organizations using multiple currencies.
. If your organization exceeds its daily Web-to-Lead limit. contact salesforce. Select the desired encoding for your export file. Also. • If your organization uses person accounts and you’re exporting accounts. This option is only available if a week has passed since your last export. If your organization is configured for data export. Select Include attachments. 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. Exporting Backup Data available in: Enterprise. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. • If your organization uses person accounts and you’re exporting contacts. However. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. You can export all your organization’s data into a set of comma-separated values files. person account records are included in the contact data. all account fields are included in the account data. 2.com. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. and time of day for your scheduled export. Customer Support is notified of the problem so we can help you correct it. 3.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. If you’re scheduling your export.. start and end dates. To sign up for the Data Export Service. Select the types of data to include in your export. Default Locale and Currency Locale. if a new lead cannot be generated due to errors in your Web-to-Lead setup. Click Setup | Data Management | Data Export and Export Now or Schedule Export. Also. you can include all data in your export file. which is needed to export data. Note: If you give a user the “Weekly Data Export” permission. 4. 1. • If your organization uses divisions. 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. training & CertifiCation 24 . the contact data only includes the fields shared by contacts and person accounts. 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. The Export Now option prepares your files for export immediately. Note the following: • Formula and roll-up summary fields are always excluded from exports. 5. indicate who should be notified by email when the backup files are ready. 6.Salesforce. This functionality may be useful if you plan to use your export files for importing or other integrations. select the frequency. data from all divisions is included in the export. Section 9-13. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. if you want your export data to include attachments. If desired.
You have 48 hours to download the zip file from this page. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. If your dashboard data does not refresh after 10 minutes. When you refresh a dashboard. When dashboard data is refreshing. it will be deleted. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. click Save. If you’re running the export now.com Certified administrator – Study guide (Spring ‘11) 7. Refreshing Dashboard Data available in: Group. Professional. Click Refresh to replenish your dashboard with the most recent data. a Refreshing Dashboard field displays at the top right corner of the dashboard. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. If necessary. and emails you when the file is ready. has correctly entered the text into the overlay. zips them into one archive. after a refresh completes. Note: For security purposes. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. Unlimited. weekly. 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. you can send an email notification to yourself and other users that includes the dashboard in HTML format. This simple. text-entry test helps prevent malicious programs from accessing your organization’s data. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. Furthermore. 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. field at the top right corner of the dashboard. click Start Export. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. 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. click Refresh again...Salesforce. Section 9-15. training & CertifiCation 25 . after that. rather than the position of the columns. Depending on the encoding selected. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. the refresh automatically stops. If you scheduled the export. as opposed to an automated program. To pass the test. Enterprise. Salesforce CRM creates CSV files of your data. Section 9-14. Note that the words entered into the text box field must be separated by a space.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. users view the most current data. you may have to make adjustments to the export file before viewing it.
Click Refresh and choose Schedule Refresh.. Users can view the dashboard after they log in. 3. Weekly. • Click Others. more options display that allow you to refine the frequency criteria.com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML. On the Dashboards tab. 2. To delete a scheduled dashboard refresh: 1. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. 4.. Click Refresh and choose Schedule Refresh.. 5. • In the Start and End fields. click the Find available options. 3. specify the dates during which you wish to schedule dashboard refreshes.. 2. the notification displays text that includes a link to the dashboard in Salesforce CRM. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. 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. to send an email that includes the refreshed dashboard to additional users. Click Delete. Schedule the dashboard refresh: • In the Frequency field. When you click the Daily. click Setup | Monitoring | Scheduled Jobs.. The user in the Running User field determines the dashboard’s level of access to data.. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. link to choose a preferred start time for the dashboard refresh. To schedule a dashboard refresh: 1. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 . • 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. from the drop-down button. Click Save to schedule the dashboard refresh. To view the All Scheduled Jobs page. Tip: Optionally. select a dashboard from the View Dashboard drop-down list.Salesforce. giving all users who can view the dashboard access to data they might not be able to see otherwise. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. from the drop-down button. or Monthly fields.. select the frequency at which the dashboard refreshes. 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. Click Del to permanently delete all instances of the scheduled dashboard refresh.
Note that users must log in to Salesforce CRM to view the report the dashboard component represents. For example. users must click the name of the first column on the table or the metric label. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. Contract Manager training & CertifiCation 27 . the dashboard may refresh any time between 2:00 PM and 2:59 PM. if you schedule a dashboard to refresh on the 31st 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. the dashboard must be in a public folder with access granted to others. depending on how many other dashboards are scheduled to refresh at that time. Dashboard components that include S-controls may not display in dashboard refresh notifications. To send a dashboard refresh notification to other users. Dashboards refresh in the time zone of the user who schedules the refresh. Create. if you select 2:00 PM as your preferred start time. For example. if the Time Zone field on your user record is set to Pacific Standard Time. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. edit. then the dashboard will only refresh on months that have 31 days. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. If you schedule a dashboard to refresh on a specific day of every month. In HTML-formatted dashboard refresh notifications.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. Other users cannot access dashboards in your personal folders. Users must log in to Salesforce CRM to view S-control data displayed in real time. General Permissions The following table shows the general permissions associated with each standard profile. 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 refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. For example.Salesforce. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. and you schedule a dashboard to refresh every day at 2:00 PM. To view the report that a table or metric dashboard component represents. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. 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. the dashboard will only refresh on months that have that specific day. After users receive dashboard refresh notifications in their email clients. Contract Manager administrator.
Marketing User. Solution Manager. Standard User. Standard User. create. and edit contracts install or uninstall appexchange packages from the appexchange Create. activate. When you convert to customizable forecasts. Solution Manager. Solution Manager. Contract Manager administrator. Marketing User. Marketing User. this permission is not available for customizable forecasts. Standard User. edit. Solution Manager. Standard User. edit. edit. Marketing User. Marketing User. Standard User. Solution Manager. Standard User. read only. run. Marketing User. Contract Manager administrator. Contract Manager administrator. Contract Manager administrator. and opportunities Profiles administrator. Contract Manager administrator. create. 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. Solution Manager. Solution Manager. contacts. Contract Manager Create and Customize Reports View the reports tab. Marketing User. Contract Manager administrator administrator administrator administrator administrator. edit. this permission is only available for customizable forecasts.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. Contract Manager administrator. and delete events Edit Forecasts Create. and delete reports. Standard User. Marketing User. Marketing User. Contract Manager administrator.Salesforce. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. save. Standard User. Solution Manager. Standard User. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. and delete forecasts. Contract Manager administrator. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Solution Manager. Marketing User. Standard User.
run reports. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. Standard Platform User. Standard User. such as mass transfer of cases 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.Salesforce. and delete custom fields in Salesforce CrM Content Create. 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 “View Setup and Configuration” permissions) Set support business hours. Standard User. edit. add and remove users from territories. Standard User. Contract Manager administrator. Solution Manager. Contract Manager administrator. Marketing User. Solution Manager. Standard User. View dashboards based on reports training & CertifiCation 29 . Marketing User. Solution Manager. Marketing User. run Self-Service reports Create and edit territories. edit. edit the Support Settings. and delete solutions that are accessible to the public on your self-service portal or website. 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. Standard User. Contract Manager Mass Email Send bulk emails to contacts and leads. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. and delete workspace permissions in Salesforce CrM Content Create. Products show in Offline Specify if products and price books are available in force. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Marketing User. Standard Platform one app User administrator. this permission is only available for customizable forecasts.com offline Run Reports View the reports tab. Solution Manager. edit. Perform actions on multiple cases in a list view. Contract Manager. Marketing User. Set up email-to-Case. Manually assign accounts to territories. read only. edit. Contract Manager administrator. Solution Manager. Solution Manager administrator Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. Create and edit account assignment rules. read only.
displays your custom sidebar on all pages in Salesforce CrM.Salesforce. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. That user will not be able to view the Contacts tab when selecting the custom app that contains it. Marketing User. Solution Manager. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Marketing User. Solution Manager. Contract Manager administrator.com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. and delete records Note: If you remove the “Read” permission from a profile. users with that profile will not see that type of data anywhere. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. this permission is only available for customizable forecasts. edit. Standard User. including: Tab will not be visible Fields of that type will not be visible on other tabs Related lists of that type will not be visible on other tabs Search results will not return records of that type Report data for records of that type will not be available Merge fields of that type will not be available Custom links of that type will not be visible The only exception is within the setup area. For example. training & CertifiCation 30 . Mass transfer leads via the Mass transfer feature. 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. the “Show Customer Sidebar on all Pages” permission is not available. When you convert to customizable forecasts. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Send Stay-in-touch update emails Profiles administrator. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. 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.
The Report Type Label can be up to 255 characters long. 3. • After you save a custom report type. object relationships. To define custom report types: 1. users can create custom reports from it. For example. Click New Custom Report Type. Enterprise.com Certified administrator – Study guide (Spring ‘11) Section 9-17. select the primary object from which you want to build 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. The Report Type Name is used to refer to the component when using the Web services API. and fields. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. For example. ë Enter the Report Type Label and the Report Type Name field. Once you have defined a custom report type. including those you do not have permission to view.000 characters long. Unlimited. if you select accounts as the primary object for your custom report type. For more information on permissions. If you want to change the primary object. Search Fields The types of records you can search vary according to which edition you have.Salesforce. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. you must define a new custom report type. • Enter a description for your custom report type. 2. Defining Custom Report Types available in: Professional. The column lists fields searched in both the Sidebar Search and Advanced Search. see Overview of Profiles. 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. You can search for information within any of the fields listed below. • Select the category to store the custom report type in. • Select a development status: training & CertifiCation 31 . even if you do not have permission to view leads. • All objects display in the Primary Object drop-down list. you can’t change the primary object associated with it. The description can be up to 1. From the Primary Object drop-down list. Click Your Name | Setup | Create | Report Types. • The primary object you choose determines the views available to users creating or running reports from your custom report type.
salesforce. you can get the account owner. A counter at the top of the Page Layout step shows the current number of fields included. ▪ training & CertifiCation 32 . if you do a lookup from account to account owner to account owner’s role.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. change the Deployment Status back to “In Development” if you want to make more enhancements to it. 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. Opportunities. but select no fields from account owner. If you have too many fields. 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. ë Choose “Deployed” as the Deployment Status when you want to allow users to create and • Click Next. After deploying a custom report type. then the custom report type and any reports created from it will automatically be deleted. for an account. Furthermore. consider describing that report as This allows you to report on accounts and their contacts. For example. • You can add up to 1. When entering a name for your custom report type. giving four related objects. such as Accounts. • Next. and Opportunity Products. and that role’s parent role. For example. run reports from the custom report type. choose the object relationships a report can display when run from a custom report type. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. all the referenced objects still count toward the limit of 60. see Managing Deleted Custom Objects and Salesforce Editions and Limits. Accounts will display if they have no contacts.000 fields to each custom report type. For more information. Contacts. the account owner’s manager. as sources of fields via lookup. and the custom object is deleted. Each referenced object counts toward the maximum limit even if no fields are chosen from it. considering naming that report Accounts with or without Contacts. For example. you cannot save the layout. • A custom report type can contain fields available via lookup through four levels of lookup relationships. or as objects used to traverse relationships. we also recommend that you clarify how the object relationships affect report results.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. Furthermore. When entering a description for your custom report type. the manager’s role. custom report types associated with custom objects in the Deleted Custom Objects list count against the maximum number of custom report types you can create. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. 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. • A custom report type can contain up to 60 object references.Salesforce. ▪ 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. For example.
developers cannot remove objects or fields from the report type once the package is released. and click Next. In the Campaign History related list. lead. 6. lead. Unlimited. In the Campaign History related list. or person account. lead. or person account to a campaign and update that individual’s campaign status. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. click Add Campaign. 3. Select the Status of the individual for the campaign. 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. such as via a phone call to a sales rep. 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.” A developer can edit a custom report type in a managed package after it is released. However. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . and click Save. 2. To update the member status for a contact. or run campaign reports. or person account plus the individual’s current status on the campaign. you can manually link a contact. However. Updating Campaign History available in: Enterprise. or person account on an existing campaign: 5. Subscribers automatically receive these changes when they install a new version of the managed package. Any user can do this via the Campaign History related list on a contact. lead. View the detail page of the individual associated with the campaign. View the detail page of the individual you want to link to the campaign. view the advanced campaign setup. To associate a contact. or person account with a campaign: 1. Section 9-19. users in your organization can view campaigns. click Edit next to the campaign name. and click Save. Change the Status of the individual. Campaign FAQ available in: Enterprise.Salesforce. 4. 7. and add new fields.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. Note: The Campaign History related list shows the associated campaigns for a contact. Unlimited. lead. Select the campaign.
com Certified administrator – Study guide (Spring ‘11) can create. or delete existing campaign members.000 per import file 250 per list page 1 Section 9-20. editing. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. 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.000 per report 50.000 per report 50. In addition. update. 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. Unlimited. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. 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).Salesforce. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. or Cloning individual Campaign Members 50. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User.csv). How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 . edit. Both contacts and leads can be associated with your campaigns as campaign members. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. Displaying and Editing Campaigns available in: Enterprise. Update & Add Members – Import File to edit campaign member status using an import file. editing. and delete campaigns and configure advanced campaign setup. The following tables describe additional methods to add campaign members.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. Edit Members – Search to view. or Cloning individual Campaign Members 50. not for marketing purposes.
click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. contacts. If the record has already been tagged. training & CertifiCation 35 . click the campaign name to display detailed information. 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.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. click Save. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. click one of the tag names to view a list of all records with that tag. Editing Campaigns – To update a campaign. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. or person account. click Back to list at the top of the campaign detail page.” or “Attended. To return to the last list page you viewed. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. Note: If enabled by your administrator. Linking Contacts. related list hover links display at the top of each detail page. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. 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. Note: If your organization has enabled inline editing. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. or roles. Tip: If your organization has enabled hover details. and then change the fields you want to update. and the opportunities that resulted from the campaign. groups. or person accounts with a campaign or to update the status of existing campaign members. you can search for an existing campaign or create a new parent campaign. You can click individual items to display additional detail. campaign hierarchies. click Edit. click Sharing. you can edit fields directly on the detail page. use the arrow icons next to the section headings to expand or collapse each section on the detail page. If you have campaign hierarchies enabled. Creating Campaign Hierarchies – When creating or editing a campaign. click Printable View on the campaign detail page. When you’ve finished. You can also click Save & New to save the current campaign and create another. 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. You can also select a campaign name from the Campaign History related list of an associated lead. If your organization has enabled collapsible page sections. Tagging Campaigns – If tags have been enabled.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. you can use the Parent Campaign lookup field to assign a parent to your campaign.” “Responded. contact. including activities. Leads.Salesforce. In the lookup dialog. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. Sharing – To share a campaign with other users. Use your browser’s Print function to print the display. attachments. Printing Campaigns – To view a printable display of all information for the campaign. Click more at the bottom of the page or View More below a related list to display more items.
Administrators. Customers can also browse published solutions by category in public solutions. 2. Enterprise. all related events and tasks. and users with the “Manage Categories” permission. case comments. you can browse for and find solutions by category from the Solutions tab or when solving a case. any related items are also restored. Unlimited. follow these directions: 1. Click Edit to change any of the listed support settings. If you undelete the case. Section 9-22. the event. Click Save. case comment. Associated contacts. This user will be listed on the case history for all actions that are system defined. and attachments are also deleted. What is the Automated Case User used for? The Automated Case User is the user who will be listed in the Case History for all automated case actions in Salesforce. task. 3.Salesforce. Enterprise. Deleting Cases available in: Group. accounts. and solutions are not deleted with the case. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. Once your solutions are categorized. Categorizing Solutions available in: Professional. The deleted case is moved to the Recycle Bin. case comment. Note: If you delete an event. Unlimited. Once solution category browsing is enabled. 4. When you delete a case. can categorize solutions prior to enabling solution categories for the entire organization. the Self-Service portal. and the Customer Portal. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. including: ▪ ▪ ▪ When a case is automatically assigned using assignment rules When a case is escalated When a case is created online via Web-to-Case To change the Automated Case User. Each solution can belong to more than one category. or attachment from a case and then delete the case. all users with the appropriate permissions can categorize solutions. Professional. or attachment cannot be restored via undelete. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. or click Delete on the case detail page. All automated case actions will now have this new Automated Case User listed on the Case History. training & CertifiCation 36 . and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together.com Certified administrator – Study guide (Spring ‘11) Section 9-21. task. Section 9-23. Click on Setup | App Setup | Customize | Cases | Support Settings. click Del next to the case on the cases list page.
Unlimited. translated solutions inherit solution categories from their master solutions. Section 9-24.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. Click Select Categories in the Solution Categories related list. 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. 4. 3. For more information on how to enable category browsing. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. 5. Click Save. click Deselect to remove a category from the solution. Click Hide styles which are used on other tabs to filter this list. 1. Professional. 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. Select the custom object to display in the custom tab. they will be easier for users and customers to find. The categories on a translated solution are synchronized with the categories on the master solution. If necessary. 2. However. Note: You can create a custom report on solution categories. Click a tab style to select the color scheme and icon for the custom tab. as described in Defining Custom Objects. If you put solutions into only the most relevant categories. If a tab style is already in use. Click Setup | Create | Tabs. We recommend that you limit the number of categories to which a solution belongs. Enterprise. 3. a number enclosed in brackets  appears next to the tab style name.Salesforce. click Del in the Solution Categories related list on the solution detail page. Click New in the Custom Object Tabs related list. Mouse over the style name to view the tabs that use the style. View the solution you want to categorize. In the solution category hierarchy. click Select to add a category to the solution. see Customizing Solution Settings. Enterprise. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. Professional. and Developer editions apex Page tabs available in: Group. click Create a new custom object now and follow the instructions in Defining Custom Objects. 4. Click the Tab Style lookup icon to display the Tab Style Selector. If you haven’t already created the custom object. To later remove a category from a solution. training & CertifiCation 37 . you have to modify the categories of its master solution. Optionally. The label of the new tab is the same as the plural version of the custom object label. solution category information is not available in list views. To modify a translated solution’s categories. Repeat until you have added all applicable categories. Unlimited. 2. This related list is not visible unless your administrator has defined and enabled categories.
click New Event. if the custom object displayed in the custom tab is named Expenses. 9. • 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. and click Go! to find a document file name that includes your search term. Unlimited. Specify Tab Visibility. or Tab Hidden from the drop-down list. The page layout controls which fields are visible and editable when users are entering data in the custom tab. select Apply a different tab visibility for each profile and choose Default On. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. click Search in Documents. If you choose Default On or Default Off. • Specify the custom apps that should include the new tab. and click Next. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. training & CertifiCation 38 . and select the image you want to use. enter a search term. For Professional Edition organizations. Salesforce CRM replaces it with a default multicolor block icon. • Alternatively. • From the Open Activities related list of an associated record. 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. Default Off. tab visibility is automatically set to Default On. 8. 7. Optionally. Enter a description of the tab. select the document folder. • Alternatively.Salesforce. and Developer Edition organizations. choose Default On. Specify which fields display to users in the key lists section of the custom object tab home page. an Expense option appears in this list. click New Event. 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. For Enterprise. For example. • Select a file and click OK. choose a custom link to use as the introductory splash page when users initially click the tab. • Click Save. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. if desired. Default Off. 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. 6. Section 9-25. or Tab Hidden from the drop-down list for each profile. The New Custom Tab wizard reappears. and click Next. If the document used for the icon is later deleted. Default Off.
Note: Depending on the type of series you’re creating.com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. such as Japanese. training & CertifiCation 39 . and end date and time. select Create recurring series of events to specify how often the event repeats. such as a weekly staff meeting that occurs every Monday at 11:00 a. This topic describes how to complete the Recurrence section on the New Event page. 5. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. or resources are invited. 4. you can create events that last up to 14 days. Optionally. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. 1. • On the week view or the month view of the calendar. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. 2. Optionally. click Check Spelling to spell-check the contents of the Description field. • On a multiuser calendar. Note: If multiday events are enabled for your organization. Enter the details of the event such as subject. Select the frequency of recurrence. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Click Save. contacts. 3. Spell checker does not support double-byte languages. Note that the Check Spelling button must be enabled by your administrator. Optionally. select the users to invite and click New Event. start date and time. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. click Add Invitees to make the event a group event to which users. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. Alternatively.Salesforce. Select the Create recurring series of events checkbox. click on a time to create an event for that time. Once you’ve created the recurring event series. click the Add Event Icon ( ) next to a date to create an event on that date. 2. Set the start date and end date. 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. Once you’ve created the recurring event series.m. leads. Optionally.
Salesforce. Unlimited. the email address of the contact or lead associated with the event. this field only displays if you have the “read” permission for that type of record. Planned end date and time of the event. this field appears only if multiday events are enabled. users with sharing access to the record can click it to view more details. You can enter a date. contracts. accounts. Contact or lead associated with the event. this field appears only if multiday events are disabled. and Developer editions. Webex meeting type. amounts display in the activity currency and are also converted to the user’s personal currency. or choose a date from the calendar that displays when you put your cursor in the field. Picklist that determines how this event appears when another user views your calendar: busy. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. Division to which the activity belongs. otherwise. this field is automatically filled in with the value from the corresponding contact or lead record. the record that the event is associated with. such as an account. out of office. this value is automatically inherited from the related account. this field is for online meetings only. available only for organizations that use multiple currencies.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. Link used to attend an online meeting. this option is not available when you associate the event with a lead instead of a contact. lead. this field is for online meetings only. the event is assigned to the creator. campaigns. You can enter the name of the person or use the lookup icon to select the name. this field is for online meetings only. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. or contacts. users with sharing access to the record can click it to view more details. including modification date and time. cases. this field can hold up to 32KB of data. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. opportunity. leads. User who created the event. enter the password that meeting attendees should use to log in to the online meeting. available only in organizations that use divisions to segment their data. name of the field that determines what picklist values are available for the record. (read only) Location of the event. the activity belongs to the global division. (read only) Planned date of the event. if any. enter a user’s name or select a user with the lookup icon. the number identifying the meeting. this field only displays if you have the “read” permission for that type of record. optional field that allows users invited to a group event to enter a note when they accept or decline the event. assigned owner of the event. 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. case. additionally. this field is not available in Personal edition. text note describing the event. or free time. Checkbox that specifies whether the event lasts all day. However. this field is not available in Personal edition. By default. or custom object. this field is automatically filled in with the value from the corresponding contact or lead record. exported data files will always contain private events. this field is for online meetings only and is not available for trial meetings. this field appears only if multiday events are disabled. or custom object. available in enterprise. the length of a timed event in hours and minutes. to assign the event to another user. Private events cannot be associated with opportunities. User who last changed the event. you can add the current time by clicking the time link next to the field. Description Division Duration Email End Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As training & CertifiCation 40 . the phone number of the contact or lead associated with the event. including creation date and time.
. 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. Checkbox that specifies whether the completed event is visible in the Self-Service Portal.Salesforce. Spell checker does not support double-byte languages such as Japanese. click Check Spelling to spell-check the contents of the Comments field. 3. Click Save. • Click New Task from the Open Activities related list of an associated record. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. • Use the Send Notification Email checkbox to specify whether or not to send a notification email to the task’s assignee when you save the task. this field is for online meetings only.. Alternatively. this field is available for Webex customers only. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. • Click Task from the Create New. or click Save & New Event to save the task and begin creating an event. this field appears only if multiday events are enabled. To create a new task. 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. such as “Meeting. but cannot see any other information about the nature of events in the user’s calendar. each picklist value can have up to 40 characters. To save the current state of the checkbox as your personal default.com Certified administrator – Study guide (Spring ‘11) Field Start Description Planned start date and time of event. entry describing subject of activity. enter any dial-in instructions or details. see “Creating Group Tasks.” You can enter a subject or select from a list of previously defined subjects.” • Optionally. this field appears only if multiday events are disabled. Section 9-26. such as email or Meeting. You can add the current time by clicking the time link next to the field. To get started: • Click New from the My Tasks section of the Home tab. select Make this the default setting. type of the event. click Save & New Task to save the task and begin creating another new task. training & CertifiCation 41 . you can add the current time by clicking the time link next to the field. such as making phone calls or sending mail. Choose a Webex teleconferencing service. Note that the Check Spelling button must be enabled by your administrator. time of a planned event. drop-down menu in the sidebar. 2. additionally. Hide Details – Others can see whether the user is available at given times. follow these steps: 1.
. users can insert events in other users’ calendars. 3. or cases to use for mass email recipient lists. account and opportunity list views can be restricted by My Territories or My Territory Teams. Show Details – Users can see detailed information about events in other users’ calendars.com Certified administrator – Study guide (Spring ‘11) 2.” To change this setting: 1. navigate. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. Enter the name to appear in the View drop-down list. training & CertifiCation 42 . this setting is set to “Hide Details and Add Events.Salesforce. 2. leads. or My. For example. and edit list data. you can use additional tools to customize. 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. In general. Enter View Name. • Activity list views have several options. edit. depending on the kind of record.” Section 9-27. select All. click Create New View at the top of any list page or in the Views section of any tab home page. 2.. to specify the set of records to search. or opportunities above a particular Amount. 4. users can insert events in other users’ calendars. click Edit next to the View drop-down list. Show Details and Add Events – In addition to the sharing levels set by Show Details. or campaigns. Note: By default. 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. 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. Specify Filter Criteria Filter by Owner These options vary.. manage. or delete public list views: “read” on the type of record included in the list “Manage Public List Views” Note: If your administrator has enabled enhanced lists. Fill in the following: 1. Select the appropriate drop-down value for “Default Calendar Access. • If your organization has territory management. users. leads with a specific Lead Source. To edit or delete any view you created.. • Price book list views can be restricted by price book. You can create new list views to see a specific set of records such as contacts. documents. You can also create views of contacts. Click Setup | Administration | Security Controls | Sharing Rules | Edit. To create a new view. create a list view of accounts in your state.
and Developer Edition users can specify a public group. training & CertifiCation 43 . Alternatively. and click Add. users must also have the appropriate “Read” permission on the type of records within the list view. Enterprise.Salesforce. select Visible to certain groups of users. To create list views that only your Salesforce CRM users can see. up to 255 characters are displayed in the list view. Select Fields to Display The default fields are automatically selected. or role including all users below that role to see the custom view. 3. When you select a long text area field. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. 4. specify whether everyone or just you can see the custom view.to show records in your current working division. This option is not available in Personal Edition. To see a list view. and then share it with the All Internal Users group or a selected set of internal groups and roles. role.com Certified administrator – Study guide (Spring ‘11) Filter by Campaign This option is available on the following list views: • Contacts home • Leads home • Mass email contacts • Mass email leads • Mass add campaign members wizard • Mass update campaign members wizard If you’re editing a list view that is filtered by campaign and don’t have at least “Read” access to the campaign. Use the arrows to arrange the fields in the proper sequence. 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. choose the type of group or role from the drop-down list. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. select a field name and click the Add or Remove arrow. To share the list view. select the group or role from the list below it. specify conditions that the selected items must match. To add or remove fields. Select --Current-. Unlimited. You can choose up to 15 different fields to display in your view. select the division that records in the list view must match. select Visible to certain groups of users. You can display only the fields that are available in your page layout. You can also use special date values in your filter criteria. Filter by Additional Fields Optionally. such as Lead Source equals Web. This option is disabled if you aren’t searching all records. you’ll receive an error when attempting to save the list view.
Campaign is active and can be chosen from various campaign picklists. To show all closed/lost opportunities. activity does not have a green sheet. such as in a list view or report or when mass-deleting records. These are special picklists with values of either “True” or “False. activity is an event. enter “Won equals True” as your search criteria. the event has a specific time. that is. the event is the meeting invite sent to another user for a group event. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. such as in the campaign import wizards.” Alternatively. note that your administrator may have customized the name of this field. not events. applies only to events.” Note: If you are creating filter criteria for a report or list view. you can use special picklist values for your search criteria. the event is marked as an all-day event.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. applies only to events. When creating filter criteria. the event is the original group event assigned to the event host. the lookup icon automatically displays when you choose to filter on one of the special picklists. (Field-level security is available only in Enterprise. Click Save. the task has been closed.Salesforce. or records owned by or shared with users in roles below you in the role hierarchy. not tasks. not an event. Unlimited. 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. the task Status field has a “Closed” value. Campaign is inactive. enter “Closed equals True” and “Won equals False. this field displays as the person account icon. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. you can view only those fields that are visible in your page layout and field-level security settings. The view appears in the View drop-down list so you can access it later. Activities: Closed Campaigns: Active training & CertifiCation 44 . the account is a business account. the account is a partner account or the lead or opportunity owner is a partner user. In addition. click Back to list at the top of any detail page.) Archived activities are not included in activity list views. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. activity is a task. 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. to show all opportunities you’ve won. not tasks. leads. 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. and Developer Editions. the account is not a partner account or the lead or opportunity owner is not a partner user. records that have been shared with you. To return to the last list page you viewed. 5.” For example. task is still open. you can manually enter “True” or “False” in the filter criteria. Click the lookup icon to choose the value “True” or “False. applies only to tasks.
Cases: Escalated training & CertifiCation 45 . Product does not have a default quantity schedule. the Stage field may have a value of the type open or Closed/Lost.” Case has been closed. Case has a comment added by a Self-Service user. the contact is enabled to log in to your Self-Service Portal. Product does not have a default revenue schedule. Product has a default revenue schedule. the lead has not yet been viewed or edited by the owner since it was assigned to that user. Case has not been escalated. the partner for the opportunity has not been marked as the primary partner. Case is still open. that is. the case Status has a value that is not equivalent to “Closed. the contact cannot be included in a mass email recipient list. the opportunity is closed. the Stage field has a value of the type Closed/Won. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. that is. the lead has been viewed or edited at least once by the owner since it was assigned.Salesforce. the opportunity owner has checked the Private box on the opportunity edit page. the contact may receive mass email. that is. the case Status field has a “Closed” value. the contact is not enabled for Self-Service. that is. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the opportunity is closed and won. Product has a default quantity schedule.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. Case does not have a Self-Service comment. Case does not have a new Self-Service comment. the Private box on the opportunity is not checked. the opportunity is still open. Case has a new comment added by a Self-Service user. the lead may receive mass email. the opportunity has not been won. the Stage field has a value of the type Closed/Won or Closed/Lost. Case has been automatically escalated via your organization’s escalation rule. the lead has been converted. the lead cannot be included in a mass email recipient list. the case is open. Product is inactive and cannot be added to opportunities. the partner for the opportunity has been marked as the primary partner. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the lead has not been converted.
With Salesforce CRM and Google AdWords. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting.com offline. Solution is not reviewed. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM.Salesforce.com customers advertise online with Google AdWords as a mechanism to generate leads. To request territory management for your organization. Section 9-29.com) is an online advertising service used to create advertisements that display on major search engines. User is not a partner user. the solution Status field has a “reviewed” value. you’ll be ready to turn on territory management for your organization. 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.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. Many salesforce. (Field-level security is available only in Enterprise. Google AdWords What is Google AdWords? Google AdWords (http://adwords.) Section 9-28. Unlimited.google. User can manage campaigns. User has access to use force. the translated solution has been updated to match the master solution with which it is associated. contact salesforce. the translated solution has not been updated to match the master solution with which it is associated. User is a partner user.com offline use. that is. Unlimited. including Google. User is not enabled to manage campaigns. After you’ve completed the prerequisites. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. and Developer Editions. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. User is active and can log in. User is inactive and cannot log in. you can: ▪ ▪ ▪ Take advantage of Google AdWords as a lead-generation tool Correlate clicks on Google advertisements with Salesforce CRM leads Track the results of Google AdWords campaigns from Salesforce CRM 46 training & CertifiCation .com. User is not enabled for force. Enabling Territory Management available in: Enterprise.
training & CertifiCation 47 . In Salesforce CRM Content. 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. or you can browse all slides published into your workspaces.com does not delete existing presentations but they cannot be customized or modified. 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. You can publish the presentation to a public workspace or keep it in your personal content area. If presentation assembly is disabled after presentations have been created. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. • To modify a presentation and save it as a new version. it may time out. If you do not have Flash installed. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. Salesforce. Enterprise.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads.Salesforce. Group.com provides a link to Adobe’s website where you can download Flash for free. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. Depending on whether you want to create. click the Workspaces tab and then choose Create New | Presentation. or modify a presentation. copy. • To create a new presentation. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. Professional. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. clone & customize. Note: Working with presentations requires Adobe Flash® Player. Note: When you create. When you publish a PowerPoint file.11. Unlimited. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose.0. To work with presentations: 1. sales opportunities. • To create a new presentation by copying an existing presentation. on the content details page click Clone & Customize. In this case. 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. on the content details page click Edit | Edit Presentation.5 or higher. and new customers Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns Creating and Modifying Presentations in Salesforce CRM Content Section 9-30. or modify a presentation. version 9. Salesforce.
com Certified administrator – Study guide (Spring ‘11) 2. click Cancel to return to your starting point. • In search results. Click Search presentations to display all the PowerPoint files in your workspaces or click Search slides to display all the individual slides in your workspaces. Click a tag to add it to the Tags field automatically. If you do not choose a language. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. c. only content associated with that language is displayed in the search result set. click Save. The Language drop-down list is displayed if multi-language support is enabled.Salesforce. Tag your content. add or modify the presentation’s description. hover over a document and click the garbage can icon ( document from the presentation you are assembling. Choose Add to presentation or Hide preview as needed. The following options help you assemble your presentation: • In search results. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. hover over a slide and click the presentation icon ( that use that slide. Salesforce CRM Content associates your content with your personal language setting. Click a suggested tag to add it to the Tags field automatically. Note: Some slide thumbnails may not be visible or may only be partially visible. choose a language. d. choose Save in my personal workspace. 3. • In search results. When you select a tag it turns green. When you are done assembling your presentation. choose that author from the drop-down list. 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. If you are modifying the presentation. To refine your results. you can enter tags in the Tags field. 5. suggested tags. a. Optionally. Select a workspace. • Click Clear at any time to revert your changes. As you type a tag. but you can click on them to see the preview in the lower half of the window. e. click a file or slide to preview it in the lower half of the window. hover over a presentation and click the slides icon ( presentation. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. f. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. Optionally. If users restrict their content searches to a particular language. If you do not want the presentation to be visible to other users in your organization. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. for example if your work is still in progress. complete the Reason for Change field. you must choose from the list of training & CertifiCation 48 . You can re-upload the slide if you want the thumbnail to be visible. assign or change the presentation’s name. In the Save or Publish Content dialog: 4. To publish the content on behalf of another author. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. ë If your administrator assigned the guided tagging rule. select a specific workspace to search or enter a search term in the text box before clicking either button. tags or enter a new tag. b.
and salesforce. return to the Workspaces tab. h. Click Publish. You can remove tags from a document. You can’t have two tags with the same name even if they use different upper and lowercase letters.ë You can’t change or delete tag names. 94105 United States 1-800-NO-SOFTWARE www. salesforce. ë Tags are case insensitive. inc. CA.com. Salesforce. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. All rights reserved.com owns other registered and unregistered trademarks. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. g. 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. or publish another file. Sg_Certifiedadmin_Spring11_2011-03-16 . You can then view the content details page.salesforce.com..com and the “no software” logo are registered trademarks of salesforce. choose one from the drop-down list. If multiple content types are available. but that doesn’t delete the tag. inc. The case of the original tag is always used.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.
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