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com Certified Administrator
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................14 Custom field types .........................................................................................................................................15 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................24 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................31 Defining Custom report types ..................................................................................................................31 Updating Campaign History .......................................................................................................................33 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................36 What is the automated Case User used for?.........................................................................................36 Categorizing Solutions ..................................................................................................................................36 Creating Custom object tabs .....................................................................................................................37 Creating events .................................................................................................................................................38 organization-Wide Default Sharing rule for Calendar access ......................................................41 Creating Custom List Views .........................................................................................................................42 enabling territory Management................................................................................................................46 google adWords ..............................................................................................................................................46 Creating and Modifying Presentations in Salesforce CrM Content ............................................47
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.
Purpose of this Study Guide
The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:
Audience Description: Salesforce.com Certified Administrator
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Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
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training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Configure/use dashboards and dashboard components Print and export reports; email and schedule reports and dashboard refresh Set up Marketing campaigns, campaign hierarchies, lead queues, assignment rules, and Web-to-lead and auto-response rules Configure campaign measurement, campaign influence, and lead conversion Set up Salesforce Console functionality and navigation Configure custom objects, applications, and tabs Install/uninstall packages from the AppExchange Manage tasks, events, public calendars, and multiday events Cases, case hierarchies, case queue, Web-to-case, and email-to-case Case escalation and auto-response rules and assignment rules Solutions and solution categories Self-service portal Client management, territory management, and advanced currency management setup Products and price books
The candidate should be able to describe the capabilities of:
The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended
About the Exam
Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training
The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Identity Confirmation (setting login restrictions)
Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application
Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security
training & CertifiCation
modify. and test the approval Process identify the settings in creating Workflow approval Processing 3% Data Validation Define Data Validation List common use cases for Data Validation Describe when Data Validation rules are enforced Create Data Validation rules 3% Data Utilities Describe the function of an external iD List and describe the different tools and use cases for data migration Update existing data via import Define when to use the Data Loader List the functions of the Data Loader Mass Update records 5% training & CertifiCation 4 .Salesforce.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. 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 . assignment rule.com Certified administrator – Study guide (Spring ‘11) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue. Web-to-Lead.
and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. The following questions are representative of those on the Salesforce.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. Applications. Web-to-Case. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6.com Certified Administrator exam. escalation rules. assignment rule. Sample Exam Questions training & CertifiCation 6 .Salesforce. but should be used to become familiar with the types of questions on the exam. These questions are not designed to test your readiness to successfully complete the certification exam. including Business Hours. 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 actual exam questions may be more or less difficult than this set of questions.
D. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. B. E.) A. D. Purchase Unlimited Edition licenses Request a feature license from salesforce.Salesforce. C. C.) A. Logout.com Enable Customizable Forecasting Enable Multiple Currencies 6. B. C. F. 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. What must an Administrator do to enable Advanced Currency Management for an organization? A. An administrator changed the organization’s default language from English to Spanish. D. B. 3. Change their language personal preference to Spanish. B. Who may be assigned a workflow task? (There are five correct answers. D. B. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. Nothing—they’ll see the application in Spanish immediately.) A. Refresh their browser. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . C. C. B.com Certified administrator – Study guide (Spring ‘11) 1. Which profile is a standard Profile? (Select all that apply. then log in again. C. 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. What must end users do to see this change? A. D. D.
any login outside the specified hours is denied. 2. B 5. F Section 8. training & CertifiCation 8 . you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. there is a maintenance fee of $100 to keep the certification current for the following year. or a desktop client such as Salesforce Connect for Outlook. If IP address restrictions are defined for the user’s profile. Organization-Wide Trusted IP Address List For all users. In preparing for the Salesforce. C.com professionals will be notified automatically when new release content and exams become available. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. If login hour restrictions are specified for the user’s profile. Maintaining a Certification Section 9. or the Data Loader. E. Salesforce Connect Offline. A. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. C 3. If profile-based IP address restrictions aren’t set. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. the API. D 1. the login is allowed. After 1 year.Salesforce. C Answers to Sample Exam Questions 6. Salesforce Connect for Lotus Notes. for 1 year. Section 9-1. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. B. All certifications include access to new release content for subsequent releases. you can set the hours when users can log in and the IP addresses from which they can log in.com Certified Administrator exam. 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. When users log in to Salesforce. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. you can set a list of IP address ranges from which they can log in. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. A.com Certified administrator – Study guide (Spring ‘11) Section 7. Salesforce Connect for Office. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. Certified salesforce. D 4. 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. Salesforce CRM then checks whether the user’s profile has IP address restrictions. either via the user interface. 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. B.
changes the password. When a user changes his/her password or resets the security token. API and desktop client users cannot log in to Salesforce CRM unless their IP address is included on your organization’s list of trusted IP addresses or on their profile. However. the login is blocked. Furthermore. the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user’s Salesforce CRM record.com Web Services API Developer’s Guide. Partner portal and customer portal users aren’t required to activate computers to log in. users must add their security token to the end of their password to log in. 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 . After 24 hours. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. Tip: It’s recommended that you obtain your security token via the Salesforce UI from a trusted network prior to attempting to access Salesforce CRM from a new IP address. the login is allowed. For example.Salesforce. if the security token is enabled for your organization. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. then the user must enter mypasswordXXXXXXXXXX to log in. 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. if their profile has IP address restrictions set. the activation link expires and users must repeat the activation process to log in. The security token is valid until a user resets the security token. • 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. 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. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. For access via the API or a client. For more information on API login faults. then your organization’s login lockout settings determine the number of times a user can attempt to log in with an invalid security token before being locked out of Salesforce CRM. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client. if a user’s password is mypassword. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. Whenever a login is blocked or returns an API login fault.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. A security token is an automatically generated key from Salesforce CRM. or has the password reset. see the Core Data Types Used in the API Calls topic in the Force. and the security token is XXXXXXXXXX. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. The following events count toward the number of times a user can attempt to log in with an invalid password before being locked out of Salesforce. the user’s security token is automatically reset.
To add or remove related lists. Select the dashboard to use and click Save. 2. Note: If a user logs in before the restricted hours. training & CertifiCation 10 . Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. Add each tab you want to display. Click Setup | Manage Users | Profiles and select a profile. By default. you’ll see the tabs that are set for your profile. Section 9-3. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. change the display order if desired. 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. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. Note: Before enabling custom fiscal years. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. Click Save. to change which tabs display in each app. Select an object from the drop-down list and click Customize My Pages to customize your display. 6. make sure you’ve exported any data related to fiscal periods. 4. customize the dashboard snapshot that displays on the Home tab. set which related lists display on your detail pages. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. To prohibit users from using the system on a specific day. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. 5. 3. To change the order of the related lists. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. Section 9-2. Set the days and hours when users with this profile can use the system. For your Home tab. the system ends the user’s session when the restricted hours begin. 1. Click Edit in the Login Hours related list. select a related list title and click the Add or Remove arrow. set the start and end times to the same value. if you have multiple apps. Select “None” for the start and end times to allow users to be logged in at any time. For all other tabs. and click Save. You can also access the Customize My Display page via the Customize Page link in the Dashboard section of the Home tab or on any record detail page. Click Save when finished. select a related list title in the Selected List box and click the Up or Down arrow. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab.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.Salesforce.
com pages (Visualforce) – Administrators and developers can create templates using Force. See Creating Text Email Templates. You can use email templates when you send an email from the training & CertifiCation 11 . forecasts. 4. 4.com pages email templates allow for advanced merging with a recipient’s data. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. 3. Text – All users can create or change text email templates.com pages templates. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. Actual b. and attached files. You must either know HTML or obtain the HTML code to insert in your email template. Warning: Custom fiscal years cannot be disabled once enabled. 3. See Creating HTML Email Templates. Optionally. Enabling custom fiscal years impacts your reports. 5. where the content of a template can contain information from multiple records. Managing Email Templates available in: All editions Mass email not available in: Personal. All these email templates can include text. Force. Force. merge fields. Contact Manager. 6. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. click Cancel. Once you’ve enabled custom fiscal years. You can also include images on your HTML and Force. 2. generate weekly export data. If you aren’t certain you want to enable custom fiscal years. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. click OK.com pages. and Group editions HtML and force. define your 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. Select Custom Fiscal Year. See Creating Visualforce Email Templates.com Certified administrator – Study guide (Spring ‘11) To enable custom fiscal years: 1. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. This change will affect opportunities and forecasts organization-wide. Back up your current data. 2. quotas. Click Enable Custom Fiscal Years. Section 9-4. Do not enable custom fiscal years unless you understand and are prepared for all the implications. See Creating Custom HTML Email Templates.com pages email templates: to create or change public email template folders: “edit HtML templates” “Customize application” “Manage Public templates” You can create four different types of email templates: 1. a.Salesforce. Click Setup | Company Profile | Fiscal Year. and other date-sensitive material.
You can also use text and HTML templates when you send mass email.com pages templates without HTML tags. If you have permission to manage public email templates. To edit or delete a template. Note: You cannot send a mass email using a Force. click Your Name | Setup | Communication Templates | Email Templates. the text-only version is automatically generated when you edit the HTML version.com pages templates: • Click Edit Template to change the markup of the template page.com pages email template.com pages. If you choose not to leave the text-only version blank and instead manually create a text-only version. • Click Edit Text Version to change the content or merge fields of the text-only version. When you leave the ▪ text-only version blank. a trigger. A button to check the spelling of your template is available for text templates and Force. Salesforce automatically creates the text-only content based on the current HTML version. • The Visualforce Attachments related list indicates which attachments are being generated through Force. • If the Force. click Your Name | Setup | Email | My Templates. ë Note: Salesforce. or merge fields. and so on. or text): For text templates. click Edit or Del next to the template name in the list. Force. To manage your personal email templates. a custom object. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version.com recommends that you leave the text-only version blank. If you leave the text-only version blank. For Force.Salesforce. click the template name in the list. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. the Version Settings related list shows the package versions of the installed managed packages containing the referenced components. The options vary depending on the template type (custom.com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record.com pages (Visualforce) markup. edits to the HTML version are not reflected in the text-only version. HTML. subject. Click New Template to create any type of email template.com pages (Visualforce) markup references components in installed managed packages such as another class. click Edit to change the message content. training & CertifiCation 12 . 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.
Section 9-5. and you can create additional person account record types. For more information. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. Lead Status. see Cloning Email Templates.com code (Apex) script. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. see Understanding Dependencies. Record Type Considerations Keep the following considerations in mind when creating or changing a record type: ▪ ▪ The following special picklist fields are not available for record types because they’re used exclusively for sales processes. If you select an image logo or other graphic file. Initially. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. • Click Delete to remove the template. • Alternatively. • If “Developer Mode” is enabled. • Click Clone to clone a template. 13 ▪ training & CertifiCation .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. Person account record types allow contact fields to be available on the account and allow the account to be used in many situations as if it were a contact. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. case Status. lead processes. Person accounts are account records to which a special kind of record type has been assigned. To select a file: • Click the Search in Documents link to search for files in the Documents tab. The attached file is included in every email that uses the template. picklist values. and offer different picklist values for each. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. You cannot delete all the record types for an object if the object is referenced in a Force.Salesforce. • If you have the “Manage Public Templates” permission. Unlimited. Record types can be used in various ways. support processes. and page layouts to different users based on their profiles. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. These record types are called person account record types. click Show Dependencies to see what components the template references. For more information. Managing Record Types available in: Enterprise. ë Click Attach File from the Attachments related list to add an attachment to the template. and solution Status. and solution processes: opportunity Stage. You can change the name of this record type. the author is the person who created the email template. you can click [Change] next to the Author field to select a different author.
the Salesforce CRM partner portal. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. Setting Field-Level Security Section 9-6. ë Select the field you want to modify. For example. To define field-level security: 1. search results. training & CertifiCation 14 . The most restrictive field access settings of the two always apply. Force. if a field is required in the page layout and read only in the field-level security settings. Note: These field access settings apply throughout Salesforce CRM. reports. the field-level security overrides the page layout and the field will be read only for the user. Click Save. 3. Important: The following user permissions override field-level security: ▪ ▪ ▪ “Modify All Data” “View All Data” “View Encrypted Data” You can define field-level security from a profile or from a particular field. ë Click Set Field-Level Security.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. The settings also override any lessrestrictive field access settings on the page layouts. Unlimited. Specify whether the fields should be visible. you can: ▪ Create page layouts to organize the fields on detail and edit pages. ë Select a profile to change the field access for users with that profile. and when synchronizing data or importing personal data. or editable (visible without read only) for users based on their profile. 2. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. read only. custom links. list views. and then click Fields. ë In the Field-Level Security section. click View next to the tab you want to modify.com Connect Offline. and then click Edit. the Salesforce CRM customer portal. click a tab or activity link. After setting field-level security for users based on their profiles. hidden.Salesforce. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. available in: Enterprise. email and mail merge templates. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access.
indicating a true or false attribute of a record. the time of day includes aM or PM notation. See Building formulas and operators and functions. for example. for example. Creates a relationship between two records so you can associate them with each other. note that you can’t use custom email addresses for mass emails. Verify users’ access to fields by checking the field accessibility grid. standard objects. 23. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity.345 becomes 12. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself.345 becomes -12. Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. users can choose the address when clicking Send an email. Lookup relationship fields to campaign members are not available. and -23. Below is a description of each custom field type. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields. Section 9-7. which is validated to ensure proper format. a lookup relationship has no effect on record deletion or security. in lookup dialog search results.5 becomes -24.5 becomes 24.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields.5 becomes 22. use “true” for checked values and “false” for unchecked values. see overview of relationships. The relationship group wizard lets you create and edit relationship groups regardless of field-level security.35 and -12. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. When using a checkbox field for a report or list view filter.5 becomes -22. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values.com (apex) triggers. You can create lookup relationship fields that link to users. for more information on relationships.Salesforce sets the lookup field to null. you can create a custom hierarchical relationship field to store each user’s direct manager. in reports. Set the fields that display in search results. this can be useful if you export data to excel or another spreadsheet. or custom objects.Salesforce. then use page layouts primarily to organize detail and edit pages within tabs. Custom Field Types The first step in creating a custom field is choosing the type of the field. 22. and in the key lists on tab home pages. -22. allows users to enter a date or pick a date from a popup calendar and enter a time of day. the maximum length of any autonumber field is 30 characters. you can then display a related list to show all of the records that are linked to it. if a lookup field references a record that is deleted. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. or roll-up summary fields. and the lookup field is not required in the page layout. in reports. Universally required fields always display on edit pages regardless of field-level security. workflow rules. allows users to check a box. Values lose precision after 15 decimal places. Lookup relationship fields are not available in Personal edition. and does not run any force. on the associated record. lookup relationship fields from campaign members to other objects are available. allows users to enter an email address. Lookup Relationship training & CertifiCation 15 . allows users to automatically calculate values based on other values or fields such as merge fields. 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. if this field is specified for contacts or leads. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. they can also add the current date and time by clicking the date and time link next to the field. They also may be visible to users even though they reference fields your users can’t see. validation rules. you can limit the data by specific dates using any custom date field. for example. 12. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. allows users to enter a currency amount. the system automatically formats the field as a currency amount. This process reduces the number of page layouts for you to maintain. however. 20 of which are reserved for prefix or suffix text. you can limit the data by specific dates and times using any custom date field.34. Note: Salesforce uses the round half even tie-breaking rule for currency fields. for example.
indent. With the use of a toolbar. although you can create a master-detail relationship field on a custom object that links to a standard object. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. for example. and Developer editions training & CertifiCation 16 . for more information on relationships. note that every time you press Enter within a long text area field. Unlimited. allows users to enter up to 255 characters of any valid website address. Note: Salesforce uses the round half up tie-breaking rule for number fields.com. a runtime error occurs. When users click on the field. redo. allows users to enter up to 255 characters that display on separate lines similar to a Description field. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. 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. automatically displays the record count of related records or calculates the sum. modify alignment. users can format the field content and add images and hyperlinks. ‘10’. only gif. You can set the length of this field type to a lower limit. these 2 characters count toward the 32. Phone allows users to enter any phone number. Percent allows users to enter a percentage number.000 character limit. the toolbar allows the user to undo. Note: if you are using the Service Cloud’s call center. Master-detail relationships cannot be used with campaign members.com recommends that you do not use a custom phone field for fax numbers. allows users to enter any combination of letters. You can set a maximum length of up to 175 characters. Professional. numbers. Salesforce rounds numbers referenced in merge fields according to the user’s locale. strike-out.000 characters that display on separate lines similar to a Description field. add a numbered or non-numbered list. a line break and a return character are added to the text. allowing click-to-dial functionality. the UrL will open in a separate browser window.000 characters is allowed. add a hyperlink. Consequently. 12. or maximum value of related records. minimum. inclusive of all the formatting and HtML tags. allows users to select more than one picklist value from a list you define.34. numbers. 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. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. jpeg and png file types are supported.35 and -12. custom phone fields are displayed with the button. the maximum size for uploaded images is 1MB. this is treated as a real number and any leading zeros are removed. Enterprise. contact salesforce. You can set a maximum length. salesforce. Note: if the decimal value is greater than 15. and outdent. See entering Phone numbers. to enable encrypted fields for your organization. the maximum field size is 32. or symbols that are stored in encrypted form. allows users to enter up to 32. upload or link to an image. not the number of decimal of spaces specified in the number field configuration. italicize. Number allows users to enter any number. any length from 256 to 32. these fields display each value separated by a semicolon.Salesforce. for example. underline. see overview of relationships. Salesforce automatically formats it as a phone number. or symbols. Values lose precision after 15 decimal places. see Using rich text area fields. note that only the first 50 characters are displayed on the record detail pages. if desired. the system automatically adds the percent sign to the number. and you add a percent sign to the number. up to 255 characters.345 becomes 12. for example. available for custom objects only.000 characters. bold.345 becomes -12. Mapping Custom Lead Fields available in: Group. allows users to enter any combination of letters. this data type is not available for activities or products on opportunities.
and opportunity. Partners. the information from the standard lead fields is inserted into standard account. or Picklist. Section 9-9. To specify the mapping for custom lead fields: 1. Cases. choose a custom account. especially in the areas of help. or opportunity fields. and release communications. ë You can map fields of type Text or Text Area to long text area fields. Documents. and opportunity fields. if your lead currency field has a length of 3 and 2 decimal places. If you’re ready to move ahead with this feature. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. Currency. Changing the Label of a Standard Object Here are some considerations involving renaming standard fields and tabs (you can still open a case and have salesforce. Note: If you change the data type of any custom field used for lead conversion. For each custom lead field.Salesforce.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. Price Books. For example. support. Select Setup | Customize | Leads | Fields | Map Lead Fields.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. that is. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. contact. Click Save. Contracts. you can specify how you want that custom information converted into custom account. training.com disable this feature): Renaming salesforce. There are some exceptions: ë You can map between text and picklist fields. • Remember to map custom lead fields of type Number. currency. Assets. If your organization has custom lead fields. Please review the information below in detail. Opportunities. However.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. please follow the instructions at the end of this message. contact. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. ë You can map auto-number fields to fields of type Text. map it to another custom currency field with a length of 3 and 2 decimal places. ë Roll-up summary fields are not available for mapping lead fields of converted leads. or Percent to other number. or percent fields of exactly the same length and decimal places. Leads. that lead field mapping will be deleted. Salesforce. Campaigns. or opportunity field into which you want the information inserted when you convert a lead. ë Do not map custom formula fields to other formula fields or any other type of field. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. contact. • Remember to map custom lead fields to other custom fields of the same data type. training & CertifiCation 17 . Contacts. and Solutions. Text Area. contact. Products.
you can also create your own online help and user documentation. Some fields are only displayed to administrators when creating or editing users.com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. This list includes but is not limited to custom fields. Note: This functionality does not apply to context-specific help links within administrator setup pages or to the Help & Training link on the top right of every page. If your organization renames tab and object names. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. however. Where will the new tab. object. record types. if you already have a custom email template titled “Account Health Check. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. if you rename Accounts to Companies. Section 9-10.” you’ll have to change it to “Company Health Check” to reflect your new terminology.Salesforce. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. administrative checkbox that enables or disables user login to the service. User Fields The available fields vary according to which Salesforce CRM edition you have. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. including Personal Setup pages. 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. will automatically reflect the new terminology you define. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. For example. all references to “accounts” will be changed automatically to “companies. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. and field names show up within the application? All Salesforce CRM pages accessible by your end users. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. page layouts. your users will first see a new overview page when they click on our online help links. views. training & CertifiCation 18 . ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. In other words. reports. and communication templates. In addition. You will need to rename each tab manually. For example. 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.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them.
com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. Up to 8 characters are allowed in this field. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. by default. Country portion of the user’s address. for example. fax number for a user. available only for organizations that use multiple currencies. the default division is not used.com. all text and online help is displayed in this language. Up to 80 characters are allowed in this field.com pages (Visualforce). forecasts. Division that is applied. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. Company name where the user works. enables development mode for creating and editing force. Up to 80 characters are allowed in this field. including creation date and time. as displayed on the user edit page. this must be one of the active currencies for the organization. a user’s individual Language setting overrides the organization’s Default Language. (read only) training & CertifiCation 19 .com pages enabled. Shift_JIS. indicates whether an aPi token has ever been reset. the default currency for all currency amount fields in the user record. not available in Personal edition or group edition. User’s default currency setting for new records. Up to 255 characters are allowed in this field.com. indicates whether the user is allowed to use customizable forecasting. EUC-JP. Shown only in organizations using multiple currencies. the primary language for the user. the name of the call center to which this user is assigned. Up to 40 characters are allowed in this field. name of the associated contact if the user is a partner user. group that user works for. and reports. Salesforce. available only for organizations that use multiple currencies. enterprise. ISO8859-1 represents all Latin characters and should be used by english-speaking users. email address of a user. Depending on the approval process settings. (read only) User’s default currency for quotas. such as Customer Support. the new record is assigned to the existing record’s division. Short name to identify a user on list pages. Must be a valid email address in the form: jsmith@acme. and other pages where the entire name does not fit. time of day a user generally stops working. PC Sales group. User who created the user. the value used to identify a user for federated authentication single sign-on. and ISO-2022-JP are useful for Japanese users. Used to define the times that display in the user’s calendar. UTF-8 (Unicode) represents all characters for all the world’s languages.Salesforce. this setting does not restrict the user from viewing or creating records in other divisions. City portion of the user’s address.com. the organization’s Display Language applies to all users. this field is only visible to organizations that have force. available only in organizations that use divisions to segment their data. Up to 40 characters are allowed in this field. first name of a user. reports.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. but is not supported by some older email software. When users create records related to an account or other record that already has a division. Up to 40 characters are allowed in this field. in organizations using Professional. unless he or she explicitly sets a different division. Up to 40 characters are allowed in this field. and Unlimited edition. this user can also approve approval requests for users. opt in to receive administrator-targeted promotional emails from salesforce. this field is not available if your organization has disabled your choice to receive emails from salesforce. identifying number for a user. Users can change their division at any time. Company division to which user belongs. Up to 40 characters are allowed in this field. Character set and encoding for outbound email sent by a user from within Salesforce.
workspaces. including modification date and time. User who last changed the user fields. Manager Lookup field used to select the user’s manager. whereas in the english (United Kingdom) locale. and contacts. the locale is set at the organization level via Setup | Company Profile | Company Information. or authors. Country or geographic region in which user is located. disable the checkbox for all your users. for Personal and group edition users. or authors. granting the user access to Salesforce CrM’s mobile capabilities. Bob Johnson in the english (United States) locale displays as Bob Johnson. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. if selected.com offline. preventing you from selecting a user who directly or indirectly reports to himself/herself. available at Setup | My Personal Information | Personal Information. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. their personal locale. Marketing User Checkbox that indicates whether a user has access to create. administrative field that defines a user’s permission to perform different functions within the application. Phone number of a user. as displayed on the user edit page. edit. for example. to use the campaign import wizards. administrative checkbox that indicates whether a user has access to use force. Up to 40 characters are allowed in this field. the Mobile User checkbox is enabled by default for Unlimited edition users. the user must also select the Receive Salesforce Content Email Alerts checkbox. allocates one Salesforce CrM mobile license to the user. indicates the type of user license. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. as displayed on the user detail page. 2:00 PM). and delete campaigns and configure advanced campaign setup.com. for example. Up to 80 characters are allowed in this field. Mobile Mobile User Cellular or mobile phone number. they display using a 24-hour clock (for example. date/time. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. available in enterprise and Unlimited editions only. workspaces. leads. 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 . Checkbox that specifies if the user was created via self-registration to a customer portal. (read only) Combined first and last name of a user. tags. for all other users. to receive email. Up to 40 characters are allowed in this field. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. the Locale setting also affects the first and last name order on Name fields for users. Note: Unlike other hierarchy fields. overrides the organization setting.com. tags.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user. the Locale setting affects the format of date. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. this field is not available if your organization has disabled your choice to receive emails from salesforce. this field establishes a hierarchical relationship. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. Mobile Configuration the mobile configuration assigned to the user.Salesforce. Marketing Users must also have the Marketing User profile (or the “import Leads” permission and the “edit” permission on campaigns in organizations using enterprise and Unlimited editions). if selected. to receive real-time email alerts. if no mobile configuration is specified. and number fields. Salesforce CrM lets you inactivate users who are referenced in the Manager field. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. 14:00). opt in to receive user-targeted promotional emails from salesforce. whereas the Chinese (China) locale displays the name as Johnson Bob. this field defaults to the mobile configuration assigned to the user’s profile.
enterprise. if selected. 2.Salesforce. checkbox to set the division of all transferred records to the new owner’s default division.. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. Primary time zone in which a user works. training & CertifiCation 21 . Up to 80 characters are allowed in this field. time of day a user generally starts working.. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records.” 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. Choose Setup | Data Management | Mass Transfer Records. For leads. In the Transfer to field. specifies that the user will receive email notification whenever he or she executes force. Enterprise. Up to 20 characters are allowed in this field. State or province portion of a user’s address. Used to define the times that display in the user’s calendar. 3. administrative field that defines the user’s login. you can transfer from users or queues. roles are selected from a picklist of available roles.. Before transferring a record. Transferring Records available in: Group. Up to 80 characters are allowed in this field. For leads. which can be changed by an administrator.com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization. Section 9-11. Click the link for the type of record to transfer.. Optionally. Unlimited. 4. If your organization uses divisions. Listing of custom links for users as set up by your administrator. you can: • Select the Transfer open opportunities. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. 5. Professional. and Unlimited editions only. you can transfer to users or queues. not available in Personal edition or group edition. Users in arizona should select the setting with “america/Phoenix. Up to 20 characters are allowed in this field. 7. select the Change division. Zip code or postal code portion of a user’s address. fill in the name of the existing record owner in the Transfer from field. When transferring accounts. fill in the name of new record owner. available in Developer. amount of disk storage space the user is using. 6.com code (apex) that surpasses more than 50% of allocated governor limits. 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. such as Western region Support Manager.
Section 9-12. Deselect this checkbox if you want to remove the existing account team associated with the account. Unlimited. check the box in the column header to select all currently displayed items. open activities. Optionally. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. attachments. closed opportunities and open opportunities owned by other users. 11. closed opportunities owned by other users aren’t changed.. Setting Up Web-to-Lead available in: Group. • Select the Transfer open cases. Enterprise.com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. Click Setup | Customize | Leads | Web-to-Lead. Professional. Click Transfer. open activities are not transferred. open opportunities owned by the current account owner. and optionally. Leads Access to Transferred Items When transferring accounts and their related data in Professional. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users.Salesforce. Note: Mass transfers do not trigger workflow rules. sharing rules. you could search accounts in California by specifying “Billing State/Province equals CA. 10.. This option applies only to closed opportunities owned by the account owner. or sales teams is removed. Enterprise. some associated items that are owned by the current record owner are also transferred to the new owner. Unlimited. open activities. and Developer Editions. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. Transfer of Associated Items When you change record ownership. When transferring leads to a queue. 2. • 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. Select the checkbox next to each record you want to transfer. For example. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . notes. Choose Find to look for records that match. all previous access given by manual sharing. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account.” 9. Any relevant sharing rules are then applied to the data based on the new owners. 8. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). Fill in search conditions that the records you’re transferring must match.
To select the fields to include on your Web-to-Lead form. add the Lead Currency field if you add any currency amount fields. Use the Up and Down arrows to change the order of the fields on your form. otherwise. 6. • Be sure to select the Campaign field (and optionally. 7. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. The source of your Web-to-Lead form is always in your personal language. the default response template is used when no response rules apply. If you want to test the Web-to-Lead form. 8. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead.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. select the language for the form labels displayed on your Web-to-Lead form. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. if you set up response rules to use different email templates based on the information submitted. • For organizations using record types on leads. 4. Don’t forget to remove it before releasing the Web-to-Lead page to your website.” and are changed to “Read” only when the lead owner views or edits that lead. For Web leads that are generated as part of a campaign. This line redirects you to a debugging page when you submit the form. Specify the complete URL to which users should be directed after they submit their information. Click Finished. click Create Web-to-Lead Form. add the line <input type=”hidden” name=”debug” value=”1”> to your code. 5.” Note: auto-response rules are not available in group edition.Salesforce. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. If your organization uses the translation workbench or has renamed tabs. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. To create and generate a Web-to-Lead form. In addition. and click Generate. • For organizations using multiple currencies. training & CertifiCation 23 . Leave this option blank if you don’t wish to send emails when no response rules apply. the member status of the new leads is set to the Member Status value specified in the form or to the “default” member status if the Member Status field is not included in the form. all new leads are marked as “Unread. this template must be marked as “available for Use. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. Click Save. 3. This URL could be a “thank you” page or your company’s home page. all amounts will be captured in your corporate currency. 9. Users can select the My Unread Leads list view to quickly locate all their new leads. All leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your website.
you can include all data in your export file. All universally required fields must have a value before a record can be created via Web-to-Lead. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. Customer Support is notified of the problem so we can help you correct it. If your organization exceeds its daily Web-to-Lead limit. if a new lead cannot be generated due to errors in your Web-to-Lead setup. Select the types of data to include in your export. data from all divisions is included in the export. select the frequency. If desired. 3. 6. Note: If you give a user the “Weekly Data Export” permission. If your organization is configured for data export. 2. Click Setup | Data Management | Data Export and Export Now or Schedule Export. and time of day for your scheduled export. However. which is needed to export data. 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.Salesforce. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. the contact data only includes the fields shared by contacts and person accounts. person account records are included in the contact data. Select Include attachments. The Export Now option prepares your files for export immediately.com Certified administrator – Study guide (Spring ‘11) Note: The format for date and currency fields captured online is taken from your organization’s default settings. if you want your export data to include attachments.. • If your organization uses person accounts and you’re exporting contacts. 1. Select the desired encoding for your export file. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. This functionality may be useful if you plan to use your export files for importing or other integrations. all account fields are included in the account data. 4. contact salesforce. 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. Note the following: • Formula and roll-up summary fields are always excluded from exports. Section 9-13. This option is only available if a week has passed since your last export.. To sign up for the Data Export Service. If you’re scheduling your export. 5. Also.com. You can export all your organization’s data into a set of comma-separated values files. • If your organization uses divisions. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. Default Locale and Currency Locale. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. indicate who should be notified by email when the backup files are ready. • If your organization uses person accounts and you’re exporting accounts. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. Also. Exporting Backup Data available in: Enterprise. start and end dates. training & CertifiCation 24 .
click Start Export. after a refresh completes. Click Refresh to replenish your dashboard with the most recent data. Refreshing Dashboard Data available in: Group. Note: For security purposes. a Refreshing Dashboard field displays at the top right corner of the dashboard. If you’re running the export now. as opposed to an automated program. click Refresh again. 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. Unlimited. Enterprise. Depending on the encoding selected. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. When dashboard data is refreshing. rather than the position of the columns. Section 9-15. Furthermore. Salesforce CRM may require users to pass a user verification test to export data from their organization. users view the most current data.Salesforce. You can follow the link in the email or use the Data Export link to download a zip file of your backup data.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. To pass the test. text-entry test helps prevent malicious programs from accessing your organization’s data. Professional. zips them into one archive.. training & CertifiCation 25 . Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. If you scheduled the export. weekly. Salesforce CRM creates CSV files of your data. and emails you when the file is ready. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. Section 9-14. it will be deleted. Scheduling a Dashboard Refresh available in: Enterprise and Unlimited editions User Permissions Needed to schedule and email a dashboard refresh: to delete the schedule to refresh a dashboard: “Schedule Dashboards” “Modify all Data” You can schedule an existing dashboard to refresh daily. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. the refresh automatically stops. has correctly entered the text into the overlay. Note that the words entered into the text box field must be separated by a space. If necessary. you can send an email notification to yourself and other users that includes the dashboard in HTML format. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh.com Certified administrator – Study guide (Spring ‘11) 7.. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. When you refresh a dashboard. If your dashboard data does not refresh after 10 minutes. field at the top right corner of the dashboard. This simple. after that. click Save. you may have to make adjustments to the export file before viewing it. You have 48 hours to download the zip file from this page.
giving all users who can view the dashboard access to data they might not be able to see otherwise.Salesforce. Click Delete. On the Dashboards tab. more options display that allow you to refine the frequency criteria. Click Refresh and choose Schedule Refresh. select a dashboard from the View Dashboard drop-down list. to send an email that includes the refreshed dashboard to additional users.. 3. To schedule a dashboard refresh: 1. specify the dates during which you wish to schedule dashboard refreshes. 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. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. Click Save to schedule the dashboard refresh. from the drop-down button.. Click Del to permanently delete all instances of the scheduled dashboard refresh. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 .. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. 3. 5. from the drop-down button. • In the Start and End fields. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. Tip: Optionally. • In the Preferred Start Time drop-down list. To delete a scheduled dashboard refresh: 1.. 2. or Monthly fields.. click the Find available options. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. To view the All Scheduled Jobs page.. Users can view the dashboard after they log in.com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML. 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. Schedule the dashboard refresh: • In the Frequency field. • Click Others. 4. 2. Weekly.. This functionality bypasses all security settings.. 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. The user in the Running User field determines the dashboard’s level of access to data. When you click the Daily. click Setup | Monitoring | Scheduled Jobs. Click Refresh and choose Schedule Refresh. the notification displays text that includes a link to the dashboard in Salesforce CRM. link to choose a preferred start time for the dashboard refresh. select the frequency at which the dashboard refreshes.
Dashboard components that include S-controls may not display in dashboard refresh notifications. Other users cannot access dashboards in your personal folders. To view the report that a table or metric dashboard component represents. To send a dashboard refresh notification to other users. if you schedule a dashboard to refresh on the 31st day of every month. the dashboard may refresh any time between 2:00 PM and 2:59 PM. In HTML-formatted dashboard refresh notifications. 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 will only refresh on months that have that specific day. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. depending on how many other dashboards are scheduled to refresh at that time. edit. 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. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. If you want a dashboard to refresh on the last day of every month. If you schedule a dashboard to refresh on a specific day of every month. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. and you schedule a dashboard to refresh every day at 2:00 PM. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. Dashboards refresh in the time zone of the user who schedules the refresh. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. After users receive dashboard refresh notifications in their email clients. Create. if you select 2:00 PM as your preferred start time.Salesforce. For example. Contract Manager training & CertifiCation 27 . then the dashboard will only refresh on months that have 31 days. Contract Manager administrator. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. if the Time Zone field on your user record is set to Pacific Standard Time. General Permissions The following table shows the general permissions associated with each standard profile. users must click the name of the first column on the table or the metric label. For example. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. For example. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. choose “last” from the On day of every month drop-down list.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. Users must log in to Salesforce CRM to view S-control data displayed in real time. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list.
Marketing User. Standard User. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. and edit contracts install or uninstall appexchange packages from the appexchange Create.Salesforce. create. edit. Contract Manager administrator administrator administrator administrator administrator. Solution Manager. Solution Manager. Contract Manager Create and Customize Reports View the reports tab. save. Standard User. Contract Manager administrator. Solution Manager. Contract Manager administrator. Standard User. and delete reports. edit. create. Marketing User administrator. Contract Manager administrator. Solution Manager. edit. Contract Manager administrator. and delete forecasts. Standard User. 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 . Marketing User. Solution Manager. Standard User. Marketing User. Solution Manager. Contract Manager administrator. Solution Manager. Contract Manager administrator. Solution Manager. Standard User. Marketing User. Solution Manager. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. edit. Marketing User. contacts. run. Marketing User. and delete events Edit Forecasts Create. Marketing User. read only. Contract Manager administrator. Marketing User. Marketing User. Standard User. this permission is only available for customizable forecasts. Contract Manager administrator. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. activate. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Standard User. this permission is not available for customizable forecasts. Marketing User. Standard User. and opportunities Profiles administrator. When you convert to customizable forecasts. Solution Manager.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts.
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. Set up email-to-Case. and delete solutions that are accessible to the public on your self-service portal or website. Contract Manager administrator. Marketing User. Create and edit account assignment rules. Solution Manager. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. and delete custom fields in Salesforce CrM Content Create. run Self-Service reports Create and edit territories. Products show in Offline Specify if products and price books are available in force. Solution Manager. Standard User. Standard Platform one app User administrator. Marketing User. Solution Manager administrator Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. run reports. View dashboards based on reports training & CertifiCation 29 . and delete workspace permissions in Salesforce CrM Content Create.”“run reports. Contract Manager. read only. edit. add and remove users from territories. Marketing User. Contract Manager administrator. Standard User. edit the Support Settings. Perform actions on multiple cases in a list view. such as mass transfer of cases Create. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Marketing User.com offline Run Reports View the reports tab. Contract Manager administrator. Contract Manager Mass Email Send bulk emails to contacts and leads. Solution Manager. Manually assign accounts to territories. read only. edit.Salesforce. Standard User. edit. Solution Manager. Standard User. edit. Solution Manager. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create.” and “View Setup and Configuration” permissions) Set support business hours. Marketing User. Standard Platform User. Categorize solutions Set up and maintain Self-Service settings (also requires the “Customize application” permission to modify Self-Service page layouts and delete your organization’s Self-Closed Case Status value). this permission is only available for customizable forecasts. Standard User.
com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. Solution Manager. and delete records Note: If you remove the “Read” permission from a profile. users with that profile will not see that type of data anywhere. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Contract Manager administrator. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Marketing User. training & CertifiCation 30 . custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. Standard User. Send Stay-in-touch update emails Profiles administrator. 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. displays your custom sidebar on all pages in Salesforce CrM. Marketing User. Contract Manager none Send Stay-in-Touch Requests Send Stay-in-touch email requests Show Custom Sidebar On All Pages if you have custom home page layouts that include components in the sidebar. Mass transfer leads via the Mass transfer feature. When you convert to customizable forecasts. For example.Salesforce. Standard User. you can specify the following user permissions: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Read – Users can only view records of this type Create – Users can read and create records Edit – Users can read and update records Delete – Users can read. Solution Manager. That user will not be able to view the Contacts tab when selecting the custom app that contains it. edit. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. the “Show Customer Sidebar on all Pages” permission is not available. this permission is only available for customizable forecasts.
Defining Custom Report Types available in: Professional. The description can be up to 1. For example. If you want to change the primary object. you can’t change the primary object associated with it. Once you have defined a custom report type. even if you do not have permission to view leads. Click Your Name | Setup | Create | Report Types. select the primary object from which you want to build your custom report type. 2. leads are available in the Primary Object drop-down list so that you can build lead report types for other users.com Certified administrator – Study guide (Spring ‘11) Section 9-17. users can create custom reports from it. From the Primary Object drop-down list. Click New Custom Report Type. For example.Salesforce. To define custom report types: 1.000 characters long. you must define a new custom report type. • All objects display in the Primary Object drop-down list. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. For more information on permissions. • The primary object you choose determines the views available to users creating or running reports from your custom report type. including those you do not have permission to view. • Select the category to store the custom report type in. Enterprise. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. Search Fields The types of records you can search vary according to which edition you have. and fields. • Select a development status: training & CertifiCation 31 . The Report Type Label can be up to 255 characters long. Unlimited. • After you save a custom report type. • Enter a description for your custom report type. see Overview of Profiles. You can search for information within any of the fields listed below. object relationships. 3. 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. The column lists fields searched in both the Sidebar Search and Advanced Search. if you select accounts as the primary object for your custom report type. ë Enter the Report Type Label and the Report Type Name field.
A counter at the top of the Page Layout step shows the current number of fields included. ▪ training & CertifiCation 32 . • A custom report type can contain up to 60 object references. After deploying a custom report type. 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. consider describing that report as This allows you to report on accounts and their contacts. we also recommend that you clarify how the object relationships affect report results. 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. change the Deployment Status back to “In Development” if you want to make more enhancements to it. 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. ▪ 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. Furthermore. If you have too many fields. Contacts. Making the status “In Development” hides the custom report type and any reports created from it from all users except those with the “Manage Custom Report Types” permission. the account owner’s manager. For more information. you cannot save the layout. run reports from the custom report type. or as objects used to traverse relationships. 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. For example.000 fields to each custom report type. For example. considering naming that report Accounts with or without Contacts. For example. These objects can be used as the main four objects. the manager’s role. then the custom report type and any reports created from it will automatically be deleted. Furthermore. 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.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. Accounts will display if they have no contacts. When entering a description for your custom report type. for an account. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. but select no fields from account owner. • Next. as sources of fields via lookup. salesforce. such as Accounts. • You can add up to 1. For example. and that role’s parent role. giving four related objects. if you do a lookup from account to account owner to account owner’s role. When entering a name for your custom report type.Salesforce. • A custom report type can contain fields available via lookup through four levels of lookup relationships. all the referenced objects still count toward the limit of 60. choose the object relationships a report can display when run from a custom report type. and the custom object is deleted. Each referenced object counts toward the maximum limit even if no fields are chosen from it. and Opportunity Products. Opportunities.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.
Change the Status of the individual. view the advanced campaign setup. and click Next. 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. you can manually link a contact. and click Save. Any user can do this via the Campaign History related list on a contact. lead. In the Campaign History related list. In the Campaign History related list. However. 3. View the detail page of the individual you want to link to the campaign. 7. Note: The Campaign History related list shows the associated campaigns for a contact. or run campaign reports. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . Campaign FAQ available in: Enterprise. 4.Salesforce. click Edit next to the campaign name. To associate a contact. Section 9-19. lead. or person account with a campaign: 1. Unlimited. lead. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. or person account to a campaign and update that individual’s campaign status. Select the campaign. 6. users in your organization can view campaigns. lead. View the detail page of the individual associated with the campaign. Unlimited. such as via a phone call to a sales rep. However.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. developers cannot remove objects or fields from the report type once the package is released. or person account plus the individual’s current status on the campaign. To update the member status for a contact. click Add Campaign. Updating Campaign History available in: Enterprise. or person account. or person account on an existing campaign: 5. Subscribers automatically receive these changes when they install a new version of the managed package. and Developer editions available for an additional cost in: Professional edition 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. lead. and click Save. 2.” A developer can edit a custom report type in a managed package after it is released. Select the Status of the individual for the campaign. and add new fields.
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. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (.000 per import file 250 per list page 1 Section 9-20. Both contacts and leads can be associated with your campaigns as campaign members. 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.Salesforce. The following tables describe additional methods to add campaign members. editing. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. 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. 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. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search.csv). Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings.000 per report 50.com Certified administrator – Study guide (Spring ‘11) can create. Unlimited. not for marketing purposes. or delete existing campaign members. update. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 . Marketing Users can import leads and use the campaign import wizards if they also have the Marketing User profile (or the “Import Leads” permission and “Edit” on campaigns). edit.000 per report 50. Update & Add Members – Import File to edit campaign member status using an import file. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. or Cloning individual Campaign Members 50. Edit Members – Search to view. and delete campaigns and configure advanced campaign setup. editing. Displaying and Editing Campaigns available in: Enterprise. In addition.
In the lookup dialog. and then change the fields you want to update. Tagging Campaigns – If tags have been enabled. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. Note: If enabled by your administrator. You can also click a related list hover link to jump down to the content of the related list without having to scroll down the page. Use your browser’s Print function to print the display. you can edit fields directly on the detail page. Editing Campaigns – To update a campaign.” “Responded. Sharing – To share a campaign with other users. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. contacts. click Back to list at the top of the campaign detail page. If the record has already been tagged. training & CertifiCation 35 . Tip: If your organization has enabled hover details. contact. and the opportunities that resulted from the campaign. or roles.Salesforce. If your organization has enabled collapsible page sections. or person account. You can click individual items to display additional detail. If you have campaign hierarchies enabled. Linking Contacts. you can use the Parent Campaign lookup field to assign a parent to your campaign. 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. Click more at the bottom of the page or View More below a related list to display more items. including activities. groups. use the arrow icons next to the section headings to expand or collapse each section on the detail page. attachments. When you’ve finished. To return to the last list page you viewed. related list hover links display at the top of each detail page. campaign hierarchies. click Edit. Printing Campaigns – To view a printable display of all information for the campaign. click the campaign name to display detailed information. click Printable View on the campaign detail page. Mouse over a related list hover link to display the corresponding related list and its number of records in an interactive overlay that lets you quickly view and manage the related list items.” or “Attended. you can search for an existing campaign or create a new parent campaign. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to change campaigns: “edit” on campaigns anD Marketing User checked in your user information Displaying Campaigns – Once you’ve located a campaign on the campaigns home or list pages. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. Leads. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. or person accounts with a campaign or to update the status of existing campaign members. click one of the tag names to view a list of all records with that tag. click Sharing. You can also click Save & New to save the current campaign and create another. click Save. Note: If your organization has enabled inline editing. You can also select a campaign name from the Campaign History related list of an associated lead. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. Creating Campaign Hierarchies – When creating or editing a campaign.
Once solution category browsing is enabled. Unlimited. Click on Setup | App Setup | Customize | Cases | Support Settings. If you undelete the case. any related items are also restored. Once your solutions are categorized. 3. case comment. Customers can also browse published solutions by category in public solutions. 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. case comment. Deleting Cases available in: Group. Click Save. All automated case actions will now have this new Automated Case User listed on the Case History. and solutions are not deleted with the case. or attachment from a case and then delete the case. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. Note: If you delete an event. and attachments are also deleted. This user will be listed on the case history for all actions that are system defined. and the Customer Portal. all related events and tasks. Section 9-23. Enterprise. Section 9-22. The deleted case is moved to the Recycle Bin. Categorizing Solutions available in: Professional. Unlimited. or attachment cannot be restored via undelete. 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. 2. click Del next to the case on the cases list page.com Certified administrator – Study guide (Spring ‘11) Section 9-21. can categorize solutions prior to enabling solution categories for the entire organization. Enterprise. When you delete a case. all users with the appropriate permissions can categorize solutions. case comments. the Self-Service portal. and users with the “Manage Categories” permission. you can browse for and find solutions by category from the Solutions tab or when solving a case. follow these directions: 1.Salesforce. task. the event. Professional. Associated contacts. or click Delete on the case detail page. Click Edit to change any of the listed support settings. Administrators. Each solution can belong to more than one category. accounts. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. 4. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. task. training & CertifiCation 36 .
For more information on how to enable category browsing. Mouse over the style name to view the tabs that use the style. 1. Click the Tab Style lookup icon to display the Tab Style Selector. Professional. click Del in the Solution Categories related list on the solution detail page. 4. To later remove a category from a solution. We recommend that you limit the number of categories to which a solution belongs. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. Click Save. click Create a new custom object now and follow the instructions in Defining Custom Objects. as described in Defining Custom Objects. Click New in the Custom Object Tabs related list. Section 9-24. 2. Optionally. Repeat until you have added all applicable categories. To modify a translated solution’s categories. If necessary. click Deselect to remove a category from the solution. click Select to add a category to the solution. Click a tab style to select the color scheme and icon for the custom tab. In the solution category hierarchy. If you put solutions into only the most relevant categories. 4. If a tab style is already in use. Professional. Click Hide styles which are used on other tabs to filter this list. Click Setup | Create | Tabs. translated solutions inherit solution categories from their master solutions. solution category information is not available in list views. View the solution you want to categorize. Enterprise. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. Enterprise.Salesforce. training & CertifiCation 37 . 3. Unlimited. they will be easier for users and customers to find. Click Select Categories in the Solution Categories related list. This related list is not visible unless your administrator has defined and enabled categories. 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. If you haven’t already created the custom object. Select the custom object to display in the custom tab. and Developer editions apex Page tabs available in: Group. However. 2. see Customizing Solution Settings. The categories on a translated solution are synchronized with the categories on the master solution.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. you have to modify the categories of its master solution. 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. Unlimited. a number enclosed in brackets  appears next to the tab style name. The label of the new tab is the same as the plural version of the custom object label. Note: You can create a custom report on solution categories. 5. 3.
• Alternatively. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab.Salesforce. For Enterprise. Salesforce CRM replaces it with a default multicolor block icon. Unlimited. Default Off. • 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. 6. The page layout controls which fields are visible and editable when users are entering data in the custom tab. If you choose Default On or Default Off. training & CertifiCation 38 . click New Event. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. Enter a description of the tab. For Professional Edition organizations. • Click Save. and click Go! to find a document file name that includes your search term. or Tab Hidden from the drop-down list. Optionally. Default Off. tab visibility is automatically set to Default On. For example. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. select the document folder. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. 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. 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. Specify Tab Visibility. • Specify the custom apps that should include the new tab. • From the Open Activities related list of an associated record. choose a custom link to use as the introductory splash page when users initially click the tab. Specify which fields display to users in the key lists section of the custom object tab home page. Default Off. an option is added to the Create New drop-down list in the sidebar so users with the “Create” permission can quickly create a new record. 9. if the custom object displayed in the custom tab is named Expenses. click Search in Documents.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. The New Custom Tab wizard reappears. select Apply a different tab visibility for each profile and choose Default On. 7. and select the image you want to use. • Alternatively. and click Next. or Tab Hidden from the drop-down list for each profile. and click Next. enter a search term. 8. choose Default On. If the document used for the icon is later deleted. click New Event. if desired. Section 9-25. and Developer Edition organizations. • Select a file and click OK. an Expense option appears in this list.
click the Add Event Icon ( ) next to a date to create an event on that date. 1. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. Enter the details of the event such as subject. select the users to invite and click New Event. 2. Select the frequency of recurrence. such as Japanese. 5. such as a weekly staff meeting that occurs every Monday at 11:00 a. leads. • On the week view or the month view of the calendar. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled.com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. you can create events that last up to 14 days. Optionally. and end date and time. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 2. Note that the Check Spelling button must be enabled by your administrator. Note: If multiday events are enabled for your organization. Set the start date and end date. Click Save. click Check Spelling to spell-check the contents of the Description field.m. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. click on a time to create an event for that time. start date and time. Note: Depending on the type of series you’re creating. Optionally. training & CertifiCation 39 . This topic describes how to complete the Recurrence section on the New Event page. select Create recurring series of events to specify how often the event repeats. Once you’ve created the recurring event series. Once you’ve created the recurring event series. Optionally. Optionally. contacts. Select the Create recurring series of events checkbox. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Alternatively. 4. 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. • On a multiuser calendar. click Add Invitees to make the event a group event to which users. Spell checker does not support double-byte languages. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. 3. or resources are invited. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours.Salesforce.
leads. campaigns. the phone number of the contact or lead associated with the event. the length of a timed event in hours and minutes. (read only) Planned date of the event. opportunity. this field appears only if multiday events are disabled. this field appears only if multiday events are enabled. and Developer editions.Salesforce. Contact or lead associated with the event. users with sharing access to the record can click it to view more details. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. amounts display in the activity currency and are also converted to the user’s personal currency. 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 . However. the record that the event is associated with. Unlimited. assigned owner of the event. this field is not available in Personal edition. you can add the current time by clicking the time link next to the field. Division to which the activity belongs. this field is for online meetings only. this field only displays if you have the “read” permission for that type of record. the email address of the contact or lead associated with the event. this field is for online meetings only. Webex meeting type. this value is automatically inherited from the related account. this field is automatically filled in with the value from the corresponding contact or lead record. this field is not available in Personal edition. enter the password that meeting attendees should use to log in to the online meeting. this field is for online meetings only. this field is for online meetings only and is not available for trial meetings. exported data files will always contain private events. or custom object. if any. By default.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. this field appears only if multiday events are disabled. out of office. 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. available only for organizations that use multiple currencies. or contacts. including creation date and time. users with sharing access to the record can click it to view more details. You can enter a date. otherwise. accounts. this field can hold up to 32KB of data. case. User who last changed the event. Picklist that determines how this event appears when another user views your calendar: busy. Link used to attend an online meeting. enter a user’s name or select a user with the lookup icon. contracts. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. this option is not available when you associate the event with a lead instead of a contact. text note describing the event. optional field that allows users invited to a group event to enter a note when they accept or decline the event. lead. name of the field that determines what picklist values are available for the record. or choose a date from the calendar that displays when you put your cursor in the field. this field is automatically filled in with the value from the corresponding contact or lead record. cases. Planned end date and time of the event. the activity belongs to the global division. including modification date and time. or custom object. available in enterprise. the number identifying the meeting. User who created the event. additionally. or free time. such as an account. this field only displays if you have the “read” permission for that type of record. available only in organizations that use divisions to segment their data. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. You can enter the name of the person or use the lookup icon to select the name. to assign the event to another user. Checkbox that specifies whether the event lasts all day. (read only) Location of the event. the event is assigned to the creator. Private events cannot be associated with opportunities.
. such as making phone calls or sending mail. To save the current state of the checkbox as your personal default. 2. Spell checker does not support double-byte languages such as Japanese. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. such as “Meeting. • 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.” • Optionally. see “Creating Group Tasks. this field appears only if multiday events are enabled. drop-down menu in the sidebar. You can add the current time by clicking the time link next to the field. Choose a Webex teleconferencing service. enter any dial-in instructions or details. type of the event. but cannot see any other information about the nature of events in the user’s calendar. additionally. • Click New Task from the Open Activities related list of an associated record. training & CertifiCation 41 . • Click Task from the Create New. Section 9-26. 3. Click Save. time of a planned event. click Save & New Task to save the task and begin creating another new task. this field is for online meetings only. 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. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. entry describing subject of activity. Organization-Wide Default Sharing Rule for Calendar Access System administrators have four options to choose from for the organization-wide default sharing rule for calendar access: 1.Salesforce. select Make this the default setting. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. To create a new task. Alternatively. follow these steps: 1. or click Save & New Event to save the task and begin creating an event. such as email or Meeting. each picklist value can have up to 40 characters.. this field appears only if multiday events are disabled.com Certified administrator – Study guide (Spring ‘11) Field Start Description Planned start date and time of event.” You can enter a subject or select from a list of previously defined subjects. Hide Details – Others can see whether the user is available at given times. this field is available for Webex customers only. Note that the Check Spelling button must be enabled by your administrator. click Check Spelling to spell-check the contents of the Comments field. To get started: • Click New from the My Tasks section of the Home tab. you can add the current time by clicking the time link next to the field.
You can create new list views to see a specific set of records such as contacts. leads with a specific Lead Source. click Edit next to the View drop-down list. To edit or delete any view you created. to specify the set of records to search. 2. and edit list data. users can insert events in other users’ calendars. users can insert events in other users’ calendars. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. • Activity list views have several options. To create a new view.Salesforce. depending on the kind of record. Select the appropriate drop-down value for “Default Calendar Access. or campaigns. documents. click Create New View at the top of any list page or in the Views section of any tab home page. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. 3. Show Details – Users can see detailed information about events in other users’ calendars. leads. or My. You can also create views of contacts. 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. create a list view of accounts in your state. users. Note: By default. 4. Show Details and Add Events – In addition to the sharing levels set by Show Details.. account and opportunity list views can be restricted by My Territories or My Territory Teams. 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.com Certified administrator – Study guide (Spring ‘11) 2.” To change this setting: 1. training & CertifiCation 42 . My Territories means records associated with territories to which you belong. • If your organization has territory management.. edit.” Section 9-27. Enter View Name. or opportunities above a particular Amount. • Price book list views can be restricted by price book. There may be additional options: • Lead and case list views can be restricted by queue. navigate. Fill in the following: 1. you can use additional tools to customize. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. Specify Filter Criteria Filter by Owner These options vary. manage. For example. In general. select All. 2. this setting is set to “Hide Details and Add Events.. or cases to use for mass email recipient lists. Click Setup | Administration | Security Controls | Sharing Rules | Edit..
To create list views that only your Salesforce CRM users can see. select Visible to certain groups of users. 4. select a field name and click the Add or Remove arrow. role. To see a list view. This option is disabled if you aren’t searching all records. specify whether everyone or just you can see the custom view. training & CertifiCation 43 . and Developer Edition users can specify a public group. You can choose up to 15 different fields to display in your view. When you select a long text area field. select Visible to certain groups of users.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. 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. Alternatively. such as Lead Source equals Web. select the division that records in the list view must match. and then share it with the All Internal Users group or a selected set of internal groups and roles. 3. Select --Current-. choose the type of group or role from the drop-down list. and click Add. or role including all users below that role to see the custom view. specify conditions that the selected items must match. You can display only the fields that are available in your page layout. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. Filter by Additional Fields Optionally. Enterprise. To share the list view. you’ll receive an error when attempting to save the list view.Salesforce. Unlimited. You can also use special date values in your filter criteria. Select Fields to Display The default fields are automatically selected. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. users must also have the appropriate “Read” permission on the type of records within the list view. This option is not available in Personal Edition. select the group or role from the list below it. Use the arrows to arrange the fields in the proper sequence. up to 255 characters are displayed in the list view. To add or remove fields.to show records in your current working division.
the event is the meeting invite sent to another user for a group event. and Developer Editions. note that your administrator may have customized the name of this field.” For example. Campaign is inactive. or records owned by or shared with users in roles below you in the role hierarchy. this field displays as the person account icon. Campaign is active and can be chosen from various campaign picklists. (Field-level security is available only in Enterprise. 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. Click Save. the event is the original group event assigned to the event host. the event is marked as an all-day event. you can view only those fields that are visible in your page layout and field-level security settings.) Archived activities are not included in activity list views. enter “Won equals True” as your search criteria. you can use special picklist values for your search criteria. Note: The information you see in list views is only the data to which you have access— records you own or have read or read/write access to. To return to the last list page you viewed. such as in a list view or report or when mass-deleting records. the event has a specific time.” Alternatively. Unlimited. the account is a partner account or the lead or opportunity owner is a partner user. Click the lookup icon to choose the value “True” or “False. leads. 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. In addition. not tasks. records that have been shared with you. such as in the campaign import wizards. 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. the account is not a partner account or the lead or opportunity owner is not a partner user.” Note: If you are creating filter criteria for a report or list view. task is still open. not an event. activity does not have a green sheet. These are special picklists with values of either “True” or “False. the lookup icon automatically displays when you choose to filter on one of the special picklists. When creating filter criteria. activity is a task. that is. applies only to tasks. not tasks.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. applies only to events. not events. you can manually enter “True” or “False” in the filter criteria. 5. To show all closed/lost opportunities. click Back to list at the top of any detail page. the task has been closed. to show all opportunities you’ve won. applies only to events. Activities: Closed Campaigns: Active training & CertifiCation 44 . Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. enter “Closed equals True” and “Won equals False. the task Status field has a “Closed” value.Salesforce. activity is an event. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. The view appears in the View drop-down list so you can access it later.
Product has a default quantity schedule. Case is still open. the opportunity is closed and won. the opportunity is closed. the lead has been converted. that is.” Case has been closed. Case has not been escalated. the lead may receive mass email. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the opportunity is still open. that is. the opportunity has not been won. the Stage field may have a value of the type open or Closed/Lost. Case does not have a new Self-Service comment. the opportunity owner has checked the Private box on the opportunity edit page.Salesforce. Product is inactive and cannot be added to opportunities. Product does not have a default quantity schedule. the contact cannot be included in a mass email recipient list. that is. the contact is not enabled for Self-Service. the case is open. the lead has not yet been viewed or edited by the owner since it was assigned to that user. the case Status field has a “Closed” value. the case Status has a value that is not equivalent to “Closed. Product has a default revenue schedule. Case has a comment added by a Self-Service user. the Stage field has a value of the type Closed/Won. the lead cannot be included in a mass email recipient list. Case has a new comment added by a Self-Service user. that is. the Stage field has a value of the type Closed/Won or Closed/Lost. the partner for the opportunity has been marked as the primary partner. the lead has been viewed or edited at least once by the owner since it was assigned. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Cases: Escalated training & CertifiCation 45 . the contact may receive mass email. the Private box on the opportunity is not checked.com Certified administrator – Study guide (Spring ‘11) Special Picklist Field Value Cases: Closed true false true false Cases: New SelfService Comment Cases: Open (Only for reports) Cases: Self-Service Commented Contacts: Email Opt Out Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out true false true false true false true false true false true false true false true Leads: Unread false true Opportunities: Closed false Opportunities: Primary (Only for Partner Opportunities report) Opportunities: Private false true Opportunities: Won false true Products: Active false Product: Has Quantity Schedule Product: Has Revenue Schedule Solutions: Visible in Self-Service Portal true false true false true false true false true Description the case is closed. the lead has not been converted. the partner for the opportunity has not been marked as the primary partner. Case does not have a Self-Service comment. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. Product does not have a default revenue schedule. Case has been automatically escalated via your organization’s escalation rule. the contact is enabled to log in to your Self-Service Portal.
(Field-level security is available only in Enterprise. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. and Developer Editions.google. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting.) Section 9-28. you’ll be ready to turn on territory management for your organization. User is not enabled for force. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. the solution Status field has a “reviewed” value. including Google. User has access to use force. To request territory management for your organization. User is active and can log in.com) is an online advertising service used to create advertisements that display on major search engines.com Certified administrator – Study guide (Spring ‘11) Special Picklist Field Value true Solutions: Reviewed false true Solutions Out of Date false true false true false true false true false Description the solution has been reviewed. contact salesforce. 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. After you’ve completed the prerequisites. Solution is not reviewed. the translated solution has not been updated to match the master solution with which it is associated. the translated solution has been updated to match the master solution with which it is associated. User is a partner user. that is.Salesforce. Unlimited.com offline. User can manage campaigns. Section 9-29. With Salesforce CRM and Google AdWords. Enabling Territory Management available in: Enterprise.com customers advertise online with Google AdWords as a mechanism to generate leads. Unlimited. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. 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 use. User is not a partner user. User is not enabled to manage campaigns. Many salesforce. Google AdWords What is Google AdWords? Google AdWords (http://adwords.com.
Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose.0. Group. 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. • To create a new presentation by copying an existing presentation. sales opportunities. and new customers Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns Creating and Modifying Presentations in Salesforce CRM Content Section 9-30.com provides a link to Adobe’s website where you can download Flash for free.com does not delete existing presentations but they cannot be customized or modified. Unlimited. on the content details page click Clone & Customize. Note: Working with presentations requires Adobe Flash® Player. Professional. When you publish a PowerPoint file. In Salesforce CRM Content. In this case.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. Enterprise. Depending on whether you want to create. or modify a presentation. To work with presentations: 1. it may time out. If you do not have Flash installed. copy.11. If presentation assembly is disabled after presentations have been created. Salesforce. on the content details page click Edit | Edit Presentation. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool.Salesforce. clone & customize. training & CertifiCation 47 . or modify a presentation. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. • To create a new presentation. Salesforce. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace.5 or higher. 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. Note: When you create. 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. version 9. click the Workspaces tab and then choose Create New | Presentation. You can publish the presentation to a public workspace or keep it in your personal content area. • To modify a presentation and save it as a new version. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. or you can browse all slides published into your workspaces.
Salesforce CRM Content associates your content with your personal language setting.Salesforce. a. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. You can re-upload the slide if you want the thumbnail to be visible. complete the Reason for Change field. e. assign or change the presentation’s name. choose a language. add or modify the presentation’s description. you can enter tags in the Tags field. If you do not choose a language. you must choose from the list of training & CertifiCation 48 . 3. 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. 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. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. b. To refine your results. only content associated with that language is displayed in the search result set. To publish the content on behalf of another author. f. Click a tag to add it to the Tags field automatically. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. • In search results. ë If your administrator assigned the guided tagging rule. Choose Add to presentation or Hide preview as needed. In the Save or Publish Content dialog: 4. When you select a tag it turns green. Optionally. click Cancel to return to your starting point. • Click Clear at any time to revert your changes. Optionally. The Language drop-down list is displayed if multi-language support is enabled. choose Save in my personal workspace. hover over a document and click the garbage can icon ( document from the presentation you are assembling.com Certified administrator – Study guide (Spring ‘11) 2. When you are done assembling your presentation. click a file or slide to preview it in the lower half of the window. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. c. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. but you can click on them to see the preview in the lower half of the window. for example if your work is still in progress. If you are modifying the presentation. If you do not want the presentation to be visible to other users in your organization. hover over a presentation and click the slides icon ( presentation. d. Click a suggested tag to add it to the Tags field automatically. tags or enter a new tag. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. click Save. Select a workspace. • In search results. The following options help you assemble your presentation: • In search results. Tag your content. Note: Some slide thumbnails may not be visible or may only be partially visible. 5. choose that author from the drop-down list. suggested tags. If users restrict their content searches to a particular language. As you type a tag. hover over a slide and click the presentation icon ( that use that slide.
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. or publish another file. If multiple content types are available. 94105 United States 1-800-NO-SOFTWARE www. You can’t have two tags with the same name even if they use different upper and lowercase letters. CA. h.com. return to the Workspaces tab. Click Publish. but that doesn’t delete the tag. and salesforce. You can remove tags from a document.salesforce.com and the “no software” logo are registered trademarks of salesforce. You can then view the content details page.com. The content type determines which custom fields appear for you to categorize and define your content. Sg_Certifiedadmin_Spring11_2011-03-16 . inc.com owns other registered and unregistered trademarks. g. Salesforce. choose one from the drop-down list. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. inc.. The case of the original tag is always used. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. All rights reserved.ë You can’t change or delete tag names. salesforce. Other names used herein may be trademarks of their respective owners. ë Tags are case insensitive.
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