Salesforce.

com Certified Administrator

Study Guide
Spring ‘11

training & CertifiCation

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

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

training & CertifiCation

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

Section 1.

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

Purpose of this Study Guide

Section 2.

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

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

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

▪ ▪ ▪ ▪

training & CertifiCation

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

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

Weighting
3%

training & CertifiCation

2

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

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

2%

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

3%

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

5%

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

17%

training & CertifiCation

3

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

assignment rule. Web-to-Lead.com Certified administrator – Study guide (Spring ‘11) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue. and corresponding auto-response rule Measure Campaign results Describe the process and effects of converting a Lead 5% Service & Support Administration Define a Case Describe use cases for Case Hierarchies Describe how to use Case Queues to manage Cases Describe how to use a Case assignment rule to assign and route Cases Describe use cases for Web-to-Case Describe uses cases for email-to-Case Describe the functionality of the Case escalation rule Describe the functionality of the Case auto-response rule Describe the functionality of the Business Hours 5% training & CertifiCation 5 .Salesforce.

and the use of email templates Define Solutions and how they can be associated with Cases Build a Solution Category tree and assign Solutions to Categories Define suggested solutions and explain where to use them Describe what content is accessible via the Self-Service Portal Describe the ways to access the Self-Service Portal Build a Case Queue. The following questions are representative of those on the Salesforce. & 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. These questions are not designed to test your readiness to successfully complete the certification exam. Web-to-Case. assignment rule. including Business Hours.com Certified Administrator exam. escalation rules. Applications. The actual exam questions may be more or less difficult than this set of questions.Salesforce. Sample Exam Questions training & CertifiCation 6 . but should be used to become familiar with the types of questions on the exam.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.

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

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

Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. the login is blocked. For more information on API login faults. then the user must enter mypasswordXXXXXXXXXX to log in. For example. users must add their security token to the end of their password to log in. Partner portal and customer portal users aren’t required to activate computers to log in. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client. 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. Furthermore. the login is allowed. the user’s security token is automatically reset.com Web Services API Developer’s Guide. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed.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. 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. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. 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 single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission.Salesforce. the activation link expires and users must repeat the activation process to log in. see the Core Data Types Used in the API Calls topic in the Force. if a user’s password is mypassword. 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. For access via the API or a client. Whenever a login is blocked or returns an API login fault. changes the password. if their profile has IP address restrictions set. 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. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user’s Salesforce CRM record. 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 . However. if the security token is enabled for your organization. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. If single sign-on is enabled for your organization. A security token is an automatically generated key from Salesforce CRM. and the security token is XXXXXXXXXX. 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. After 24 hours. The security token is valid until a user resets the security token. or has the password reset.

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

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

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

and solution processes: opportunity Stage. You cannot delete all the record types for an object if the object is referenced in a Force. These record types are called person account record types. Lead Status.Salesforce. • Click Delete to remove the template. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. For more information. You can change the name of this record type. and offer different picklist values for each. see Cloning Email Templates. If you select an image logo or other graphic file. Section 9-5. • If you have the “Manage Public Templates” permission. 13 ▪ training & CertifiCation . • Click Clone to clone a template. Initially. case Status. For more information. To select a file: • Click the Search in Documents link to search for files in the Documents tab. and solution Status. and you can create additional person account record types. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements.com code (Apex) script. The attached file is included in every email that uses the template. see Understanding Dependencies. Unlimited. and page layouts to different users based on their profiles. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. ë Click Attach File from the Attachments related list to add an attachment to the template. Record Type Considerations Keep the following considerations in mind when creating or changing a record type: ▪ ▪ The following special picklist fields are not available for record types because they’re used exclusively for sales processes. Person accounts are account records to which a special kind of record type has been assigned.com Certified administrator – Study guide (Spring ‘11) ë Click Send Test and Verify Merge Fields to view a sample of the template populated with data from records you choose and send a test email. you can click [Change] next to the Author field to select a different author. the author is the person who created the email template. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. lead processes. • Alternatively. Managing Record Types available in: Enterprise. Person account record types allow contact fields to be available on the account and allow the account to be used in many situations as if it were a contact. • If “Developer Mode” is enabled. picklist values. support processes. click Show Dependencies to see what components the template references. Record types can be used in various ways.

ë Select the field you want to modify. 2. Specify whether the fields should be visible. and when synchronizing data or importing personal data. Setting Field-Level Security Section 9-6. reports. Unlimited. The most restrictive field access settings of the two always apply. custom links. ë In the Field-Level Security section. and then click Edit. 3. Click Save. if a field is required in the page layout and read only in the field-level security settings. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. ë Click Set Field-Level Security. the Salesforce CRM partner portal. email and mail merge templates. search results. ë Select a profile to change the field access for users with that profile. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. After setting field-level security for users based on their profiles. read only. To define field-level security: 1. list views. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. the Salesforce CRM customer portal. For example. 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. you can: ▪ Create page layouts to organize the fields on detail and edit pages. or editable (visible without read only) for users based on their profile. and then click Fields. The settings also override any lessrestrictive field access settings on the page layouts. Note: These field access settings apply throughout Salesforce CRM. click a tab or activity link. Force. click View next to the tab you want to modify. training & CertifiCation 14 . hidden. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings.Salesforce.com Connect Offline.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. available in: Enterprise. the field-level security overrides the page layout and the field will be read only for the user. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize.

for more information on relationships. this can be useful if you export data to excel or another spreadsheet. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. for example. lookup relationship fields from campaign members to other objects are available. or custom objects. You can create lookup relationship fields that link to users. if a lookup field references a record that is deleted. Values lose precision after 15 decimal places.345 becomes 12. Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages.345 becomes -12.35 and -12. if this field is specified for contacts or leads.34. and the lookup field is not required in the page layout. allows users to automatically calculate values based on other values or fields such as merge fields. 12. validation rules. they can also add the current date and time by clicking the date and time link next to the field. for example. standard objects. note that you can’t use custom email addresses for mass emails. then use page layouts primarily to organize detail and edit pages within tabs. and -23.5 becomes 24. the time of day includes aM or PM notation. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields. -22. Custom Field Types The first step in creating a custom field is choosing the type of the field. you can create a custom hierarchical relationship field to store each user’s direct manager. you can limit the data by specific dates using any custom date field. in reports. use “true” for checked values and “false” for unchecked values. indicating a true or false attribute of a record. See Building formulas and operators and functions. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. This process reduces the number of page layouts for you to maintain. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. a lookup relationship has no effect on record deletion or security. 22. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. and does not run any force. Section 9-7. for example. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. you can limit the data by specific dates and times using any custom date field.Salesforce. Lookup relationship fields to campaign members are not available. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. Set the fields that display in search results. however. Creates a relationship between two records so you can associate them with each other. Lookup Relationship training & CertifiCation 15 .5 becomes -24. or roll-up summary fields. users can choose the address when clicking Send an email. Lookup relationship fields are not available in Personal edition. which is validated to ensure proper format. on the associated record. the maximum length of any autonumber field is 30 characters. and in the key lists on tab home pages. When using a checkbox field for a report or list view filter. Universally required fields always display on edit pages regardless of field-level security. you can then display a related list to show all of the records that are linked to it. for example. Note: Salesforce uses the round half even tie-breaking rule for currency fields.com (apex) triggers. 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. Below is a description of each custom field type. 20 of which are reserved for prefix or suffix text. in lookup dialog search results. the system automatically formats the field as a currency amount.Salesforce sets the lookup field to null. allows users to check a box.5 becomes -22. workflow rules. allows users to enter an email address.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. 23. see overview of relationships. Verify users’ access to fields by checking the field accessibility grid. allows users to enter a date or pick a date from a popup calendar and enter a time of day. allows users to enter a currency amount. They also may be visible to users even though they reference fields your users can’t see.5 becomes 22. in reports.

inclusive of all the formatting and HtML tags. allows users to enter up to 255 characters of any valid website address. and outdent. or symbols. redo. Professional. these 2 characters count toward the 32. for example. custom phone fields are displayed with the button. and you add a percent sign to the number. for more information.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. add a numbered or non-numbered list. Consequently. see Using rich text area fields. only gif. upload or link to an image. this data type is not available for activities or products on opportunities. allows users to select more than one picklist value from a list you define. Percent allows users to enter a percentage number. jpeg and png file types are supported. Mapping Custom Lead Fields available in: Group. add a hyperlink. With the use of a toolbar. if desired. Number allows users to enter any number. minimum. Note: Salesforce uses the round half up tie-breaking rule for number fields. the maximum field size is 32.000 characters is allowed. allowing click-to-dial functionality. any length from 256 to 32. note that only the first 50 characters are displayed on the record detail pages. 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. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. users can format the field content and add images and hyperlinks. the system automatically adds the percent sign to the number. ‘10’. See entering Phone numbers. underline. bold. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. note that every time you press Enter within a long text area field. this is treated as a real number and any leading zeros are removed. not the number of decimal of spaces specified in the number field configuration. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. You can set a maximum length. numbers. or symbols that are stored in encrypted form. a runtime error occurs. modify alignment.35 and -12. numbers. available for custom objects only. or maximum value of related records. automatically displays the record count of related records or calculates the sum.Salesforce. the UrL will open in a separate browser window. up to 255 characters. indent.34. strike-out.000 character limit. see overview of relationships. these fields display each value separated by a semicolon. and Developer editions training & CertifiCation 16 . allows users to enter any combination of letters. Unlimited. 12. Salesforce automatically formats it as a phone number.345 becomes 12. Note: if the decimal value is greater than 15. When users click on the field.345 becomes -12.000 characters that display on separate lines similar to a Description field. You can set the length of this field type to a lower limit. contact salesforce. Enterprise. the toolbar allows the user to undo.com recommends that you do not use a custom phone field for fax numbers. Values lose precision after 15 decimal places. for example.com. the maximum size for uploaded images is 1MB. Salesforce rounds numbers referenced in merge fields according to the user’s locale. allows users to enter up to 255 characters that display on separate lines similar to a Description field. for example. allows users to enter any combination of letters. You can set a maximum length of up to 175 characters. a line break and a return character are added to the text. for more information on relationships.000 characters. salesforce. italicize. although you can create a master-detail relationship field on a custom object that links to a standard object. Phone allows users to enter any phone number. Master-detail relationships cannot be used with campaign members. Note: if you are using the Service Cloud’s call center. allows users to enter up to 32. to enable encrypted fields for your organization.

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

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

the name of the call center to which this user is assigned. in organizations using Professional. Company name where the user works. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. City portion of the user’s address. Shift_JIS.com pages (Visualforce). Up to 40 characters are allowed in this field.com. (read only) training & CertifiCation 19 . Up to 40 characters are allowed in this field. Division that is applied. fax number for a user. EUC-JP. enables development mode for creating and editing force.com. name of the associated contact if the user is a partner user. Must be a valid email address in the form: jsmith@acme. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. first name of a user. the default currency for all currency amount fields in the user record. Up to 255 characters are allowed in this field. Up to 80 characters are allowed in this field. Shown only in organizations using multiple currencies.com Certified administrator – Study guide (Spring ‘11) Field Address Admin newsletter Alias Allow Forecasting Api Token Call Center City Company Contact Country Created By Currency Default Currency ISO Code Default Division Description Street address for a user. to all new accounts and leads created by the user. this setting does not restrict the user from viewing or creating records in other divisions. forecasts.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. Up to 40 characters are allowed in this field. available only for organizations that use multiple currencies. Used to define the times that display in the user’s calendar. available only for organizations that use multiple currencies. Short name to identify a user on list pages. indicates whether the user is allowed to use customizable forecasting.com pages enabled. this user can also approve approval requests for users. by default. Character set and encoding for outbound email sent by a user from within Salesforce. this field is not available if your organization has disabled your choice to receive emails from salesforce. this must be one of the active currencies for the organization. Up to 40 characters are allowed in this field. time of day a user generally stops working. available only in organizations that use divisions to segment their data. UTF-8 (Unicode) represents all characters for all the world’s languages. User who created the user. the value used to identify a user for federated authentication single sign-on. a user’s individual Language setting overrides the organization’s Default Language. such as Customer Support. and Unlimited edition. Company division to which user belongs. When users create records related to an account or other record that already has a division. including creation date and time. (read only) User’s default currency for quotas.com. and other pages where the entire name does not fit. the organization’s Display Language applies to all users. Up to 8 characters are allowed in this field. the new record is assigned to the existing record’s division. User’s default currency setting for new records. Up to 80 characters are allowed in this field.Salesforce. unless he or she explicitly sets a different division. Country portion of the user’s address. group that user works for. identifying number for a user. this field is only visible to organizations that have force. indicates whether an aPi token has ever been reset. ISO8859-1 represents all Latin characters and should be used by english-speaking users. Users can change their division at any time. reports. for example. opt in to receive administrator-targeted promotional emails from salesforce. the default division is not used. Salesforce. not available in Personal edition or group edition. enterprise. Depending on the approval process settings. Up to 40 characters are allowed in this field. and reports. the primary language for the user. but is not supported by some older email software. and ISO-2022-JP are useful for Japanese users. PC Sales group. all text and online help is displayed in this language. email address of a user. as displayed on the user edit page.

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

For leads.com code (apex) that surpasses more than 50% of allocated governor limits. training & CertifiCation 21 . such as Western region Support Manager.com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization. 5.. available in Developer. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. Zip code or postal code portion of a user’s address. which can be changed by an administrator. you can transfer to users or queues. Listing of custom links for users as set up by your administrator. fill in the name of new record owner.. In the Transfer to field. Optionally. Used to define the times that display in the user’s calendar. If your organization uses divisions. amount of disk storage space the user is using. 2.” Salesforce Content User Send Apex Warning Emails Start of day State/Province Time Zone Title Used Space Custom Links Username Zip/Postal Code Job title of a user. if selected. roles are selected from a picklist of available roles. not available in Personal edition or group edition. time of day a user generally starts working. 4. State or province portion of a user’s address. Users in arizona should select the setting with “america/Phoenix. you can: • Select the Transfer open opportunities. Choose Setup | Data Management | Mass Transfer Records. 6. Click the link for the type of record to transfer. Up to 20 characters are allowed in this field. Before transferring a record. Transferring Records available in: Group. For leads. Unlimited. and Developer editions User Permissions Needed to transfer multiple accounts or leads: to transfer multiple leads: “transfer record” “transfer Leads” To transfer multiple records from one user or queue to another: 1. Up to 20 characters are allowed in this field. Enterprise. and Unlimited editions only.Salesforce. Section 9-11. 3. Primary time zone in which a user works. 7. fill in the name of the existing record owner in the Transfer from field. Up to 80 characters are allowed in this field. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. checkbox to set the division of all transferred records to the new owner’s default division. Professional. specifies that the user will receive email notification whenever he or she executes force. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. When transferring accounts. Up to 80 characters are allowed in this field. select the Change division. you can transfer from users or queues.. administrative field that defines the user’s login.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis.. enterprise.

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

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

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

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

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

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

Standard User. and delete tasks Export Reports Use the Export Details to Excel and Printable View links to export reports to excel Import Leads Import Personal Contacts import leads and update campaign history using import wizards import personal accounts and contacts training & CertifiCation 28 . edit. Solution Manager. Contract Manager administrator. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Marketing User. run. Solution Manager. create. Solution Manager. Standard User. Contract Manager administrator. Solution Manager. Contract Manager Create and Customize Reports View the reports tab. When you convert to customizable forecasts. Contract Manager administrator. this permission is not available for customizable forecasts. this permission is only available for customizable forecasts. Solution Manager. edit. Solution Manager. Marketing User. create. Contract Manager administrator. Contract Manager administrator administrator administrator administrator administrator. Marketing User. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. Contract Manager administrator. edit. activate. Marketing User. Marketing User. and opportunities Profiles administrator. Contract Manager administrator. Standard User. read only. contacts. and delete reports. Standard User. Contract Manager administrator. Contract Manager administrator. Marketing User. Marketing User administrator. Standard User. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Standard User. Solution Manager. Marketing User. and edit contracts install or uninstall appexchange packages from the appexchange Create. and delete forecasts. Standard User. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. Solution Manager. Solution Manager. Marketing User. and delete events Edit Forecasts Create. Solution Manager. Marketing User. Standard User.Salesforce. edit. save. Marketing User. Standard User. Standard User.

and delete solutions that are accessible to the public on your self-service portal or website. View dashboards based on reports training & CertifiCation 29 . edit the Support Settings. Standard User. Contract Manager administrator. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Contract Manager administrator. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. edit. Perform actions on multiple cases in a list view. Create and edit account assignment rules. Products show in Offline Specify if products and price books are available in force. Solution Manager. and delete custom fields in Salesforce CrM Content Create. add and remove users from territories. this permission is only available for customizable forecasts. and delete workspace permissions in Salesforce CrM Content Create. Manually assign accounts to territories. Solution Manager. Standard User. Solution Manager administrator Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. Marketing User. Marketing User. Solution Manager. edit. read only. Contract Manager. Standard User.”“run reports. Marketing User. Set up email-to-Case. Contract Manager Mass Email Send bulk emails to contacts and leads. Standard Platform User. read only.Salesforce. edit. run Self-Service reports Create and edit territories. Categorize solutions Set up and maintain Self-Service settings (also requires the “Customize application” permission to modify Self-Service page layouts and delete your organization’s Self-Closed Case Status value).com offline Run Reports View the reports tab. Standard Platform one app User administrator. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. edit. Contract Manager administrator. Standard User. Marketing User. Standard User. Solution Manager.” and “View Setup and Configuration” permissions) Set support business hours. Marketing User. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. 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. Solution Manager. run reports.

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

The Report Type Label can be up to 255 characters long. see Overview of Profiles. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. you can’t change the primary object associated with it. • All objects display in the Primary Object drop-down list. Defining Custom Report Types available in: Professional. Click Your Name | Setup | Create | Report Types. Once you have defined a custom report type. You can search for information within any of the fields listed below. If you want to change the primary object. select the primary object from which you want to build your custom report type. and Developer editions User Permissions Needed to create or update custom report types: to delete custom report types: “Manage Custom report types” “Modify all Data” You define custom report types by objects. The Report Type Name is used to refer to the component when using the Web services API. you must define a new custom report type. 2. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18.000 characters long.com Certified administrator – Study guide (Spring ‘11) Section 9-17. users can create custom reports from it. Unlimited. Click New Custom Report Type. 3. ë Enter the Report Type Label and the Report Type Name field. • Select the category to store the custom report type in. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. Enterprise. The column lists fields searched in both the Sidebar Search and Advanced Search. For example. including those you do not have permission to view. For example. if you select accounts as the primary object for your custom report type. • The primary object you choose determines the views available to users creating or running reports from your custom report type. • After you save a custom report type. object relationships. From the Primary Object drop-down list. The description can be up to 1. even if you do not have permission to view leads. and fields.Salesforce. Search Fields The types of records you can search vary according to which edition you have. • Enter a description for your custom report type. To define custom report types: 1. For more information on permissions. • Select a development status: training & CertifiCation 31 .

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

users in your organization can view campaigns. Select the Status of the individual for the campaign. Campaign FAQ available in: Enterprise. and click Save. or person account with a campaign: 1. developers cannot remove objects or fields from the report type once the package is released. Updating Campaign History available in: Enterprise. View the detail page of the individual you want to link to the campaign. view the advanced campaign setup. 2. and click Save. View the detail page of the individual associated with the campaign. lead. Select the campaign. or person account plus the individual’s current status on the campaign.” A developer can edit a custom report type in a managed package after it is released.Salesforce. click Add 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. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. and click Next. or person account on an existing campaign: 5. Subscribers automatically receive these changes when they install a new version of the managed package. In the Campaign History related list. lead. such as via a phone call to a sales rep. or person account to a campaign and update that individual’s campaign status. lead. 6. 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. click Edit next to the campaign name. lead. Unlimited. However. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . To associate a contact. 4.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ A custom report type’s Deployment Status will automatically change from “Deployed” to “In Development” if its primary object is a custom object whose Deployment Status changes from “Deployed” to “In Development. However. or run campaign reports. In the Campaign History related list. you can manually link a contact. and add new fields. To update the member status for a contact. Unlimited. Change the Status of the individual. Note: The Campaign History related list shows the associated campaigns for a contact. 3. Any user can do this via the Campaign History related list on a contact. or person account. Section 9-19. 7. lead.

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

use the arrow icons next to the section headings to expand or collapse each section on the detail page. including activities. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Leads. training & CertifiCation 35 . You can also click Save & New to save the current campaign and create another.” or “Attended. Sharing – To share a campaign with other users. click Save.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. Note: If your organization has enabled inline editing. To return to the last list page you viewed. related list hover links display at the top of each detail page. You can also select a campaign name from the Campaign History related list of an associated lead. click Edit. Tagging Campaigns – If tags have been enabled. In the lookup dialog. and the opportunities that resulted from the campaign. Editing Campaigns – To update a campaign. Creating Campaign Hierarchies – When creating or editing a campaign. attachments. you can edit fields directly on the detail page. Mouse over a related list hover link to display the corresponding related list and its number of records in an interactive overlay that lets you quickly view and manage the related list items. or roles. click one of the tag names to view a list of all records with that tag. campaign hierarchies. click Back to list at the top of the campaign detail page. The related lists you see are determined by your personal customization and by any customization your administrator has made to page layouts or your permissions to view related data. 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. Printing Campaigns – To view a printable display of all information for the campaign. click Sharing. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. Click more at the bottom of the page or View More below a related list to display more items. You can click individual items to display additional detail. When you’ve finished.” “Responded. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. If your organization has enabled collapsible page sections. or person accounts with a campaign or to update the status of existing campaign members.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. If the record has already been tagged. you can search for an existing campaign or create a new parent campaign. If you have campaign hierarchies enabled. or person account. click the campaign name to display detailed information. and then change the fields you want to update. contact.Salesforce. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. you can use the Parent Campaign lookup field to assign a parent to your campaign. Linking Contacts. groups. click Printable View on the campaign detail page. contacts. Use your browser’s Print function to print the display. Note: If enabled by your administrator. Tip: If your organization has enabled hover details. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page.

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

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

• From the Open Activities related list of an associated record. Enter a description of the tab. • Select a file and click OK. and click Next. Optionally. select the document folder. • Click Save. and click Next. • Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if they have customized their personal display. 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. if the custom object displayed in the custom tab is named Expenses. Default Off. For Professional Edition organizations. choose a custom link to use as the introductory splash page when users initially click the tab. or Tab Hidden from the drop-down list. select Apply a different tab visibility for each profile and choose Default On. if desired. 8. The New Custom Tab wizard reappears. choose Default On. click New Event.Salesforce. For Enterprise. and select the image you want to use. or Tab Hidden from the drop-down list for each profile. and click Go! to find a document file name that includes your search term. For example. If you choose Default On or Default Off. 9. 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. click Search in Documents. Section 9-25. training & CertifiCation 38 . Default Off. • Alternatively. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. If the document used for the icon is later deleted. tab visibility is automatically set to Default On. click New Event. Default Off. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. Specify Tab Visibility. • Specify the custom apps that should include the new tab. The page layout controls which fields are visible and editable when users are entering data in the custom tab. 6. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. 7. and Developer Edition organizations. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. 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. 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. Salesforce CRM replaces it with a default multicolor block icon. enter a search term. • Alternatively. Unlimited.

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

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

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

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

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

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

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

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

11. • To modify a presentation and save it as a new version. Enterprise. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. To work with presentations: 1. In this case. Salesforce. Salesforce. sales opportunities. You can publish the presentation to a public workspace or keep it in your personal content area.Salesforce. If you do not have Flash installed. When you publish a PowerPoint file. Professional. or modify a presentation. training & CertifiCation 47 . version 9. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. Note: Working with presentations requires Adobe Flash® Player. copy. on the content details page click Edit | Edit Presentation. 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.5 or higher. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. If presentation assembly is disabled after presentations have been created. 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. Depending on whether you want to create.0. 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. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. or you can browse all slides published into your workspaces. In Salesforce CRM Content. click the Workspaces tab and then choose Create New | Presentation.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. Unlimited. clone & customize. it may time out.com provides a link to Adobe’s website where you can download Flash for free. Note: When you create.com does not delete existing presentations but they cannot be customized or modified. or modify a presentation. • To create a new presentation by copying an existing presentation. • To create a new presentation. Group. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. on the content details page click Clone & Customize. use one of the following options: Note: The following options are only available if Enable presentation assembly is selected on the Setup | Customize | Salesforce CRM Content | Settings page. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager.

Click a suggested tag to add it to the Tags field automatically. 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. select a specific workspace to search or enter a search term in the text box before clicking either button. If users restrict their content searches to a particular language. To refine your results. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. choose Save in my personal workspace.Salesforce. tags or enter a new tag. f. b. Choose Add to presentation or Hide preview as needed. click Cancel to return to your starting point. a. e. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. Select a workspace. but you can click on them to see the preview in the lower half of the window. 3. The following options help you assemble your presentation: • In search results. hover over a slide and click the presentation icon ( that use that slide. As you type a tag. choose a language. add or modify the presentation’s description. Note: Some slide thumbnails may not be visible or may only be partially visible. You can re-upload the slide if you want the thumbnail to be visible. suggested tags. • Click Clear at any time to revert your changes. click a file or slide to preview it in the lower half of the window. assign or change the presentation’s name. d.com Certified administrator – Study guide (Spring ‘11) 2. Optionally. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. 5. In the Save or Publish Content dialog: 4. Click a tag to add it to the Tags field automatically. Optionally. 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 do not want the presentation to be visible to other users in your organization. c. choose that author from the drop-down list. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. If you are modifying the presentation. click Save. complete the Reason for Change field. When you select a tag it turns green. Tag your content. • In search results. for example if your work is still in progress. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. you can enter tags in the Tags field. The Language drop-down list is displayed if multi-language support is enabled. hover over a presentation and click the slides icon ( presentation. ë If your administrator assigned the guided tagging rule. Salesforce CRM Content associates your content with your personal language setting. hover over a document and click the garbage can icon ( document from the presentation you are assembling. If you do not choose a language. only content associated with that language is displayed in the search result set. When you are done assembling your presentation. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. you must choose from the list of training & CertifiCation 48 . • In search results. To publish the content on behalf of another author.

com.com and the “no software” logo are registered trademarks of salesforce. but that doesn’t delete the tag. or publish another file.com. return to the Workspaces tab. Click Publish. inc. The content type determines which custom fields appear for you to categorize and define your content. 94105 United States 1-800-NO-SOFTWARE www. If multiple content types are available. All rights reserved.salesforce. You can’t have two tags with the same name even if they use different upper and lowercase letters. You can remove tags from a document. ë Tags are case insensitive.ë You can’t change or delete tag names. h.com owns other registered and unregistered trademarks. choose one from the drop-down list. CA. Sg_Certifiedadmin_Spring11_2011-03-16 . Salesforce. You can then view the content details page. and salesforce. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. Other names used herein may be trademarks of their respective owners.com Global Offices Latin America Japan Asia/Paci c EMEA +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 Copyright ©2011. g. salesforce. For More Information Contact your account executive to learn how we can help you accelerate your CrM success.. The case of the original tag is always used. inc.

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