Salesforce.

com Certified Administrator

Study Guide
Spring ‘11

training & CertifiCation

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

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

training & CertifiCation

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

Section 1.

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

Purpose of this Study Guide

Section 2.

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

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

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

▪ ▪ ▪ ▪

training & CertifiCation

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

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

Weighting
3%

training & CertifiCation

2

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

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

2%

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

3%

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

5%

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

17%

training & CertifiCation

3

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

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

assignment rule. but should be used to become familiar with the types of questions on the exam. The following questions are representative of those on the Salesforce. Applications.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. & 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.Salesforce. 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. Sample Exam Questions training & CertifiCation 6 . 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. including Business Hours. The actual exam questions may be more or less difficult than this set of questions. escalation rules. These questions are not designed to test your readiness to successfully complete the certification exam. Web-to-Case.com Certified Administrator exam.

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

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

Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. 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. A security token is an automatically generated key from Salesforce CRM. 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 . For more information on API login faults. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. see the Core Data Types Used in the API Calls topic in the Force. then the user must enter mypasswordXXXXXXXXXX to log in. if their profile has IP address restrictions set.com Web Services API Developer’s Guide. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. 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. if a user’s password is mypassword. When a user changes his/her password or resets the security token. or has the password reset. 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. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. and the security token is XXXXXXXXXX. For access via the API or a client. For example. users must add their security token to the end of their password to log in. the user’s security token is automatically reset. the activation link expires and users must repeat the activation process to log in. the login is allowed. If single sign-on is enabled for your organization. if the security token is enabled for your organization. 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 security token is valid until a user resets the security token. Whenever a login is blocked or returns an API login fault. Furthermore. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. the login is blocked. After 24 hours. The following events count toward the number of times a user can attempt to log in with an invalid password before being locked out of Salesforce. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. 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. 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. changes the password.Salesforce. Partner portal and customer portal users aren’t required to activate computers to log in. However. 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.com Certified administrator – Study guide (Spring ‘11) • If the user’s login is from an IP address in your organization’s trusted IP address list.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

and click Go! to find a document file name that includes your search term. 6. Default Off. if desired. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. click Search in Documents. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. • Click Save.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. • Alternatively. choose Default On. and select the image you want to use. Salesforce CRM replaces it with a default multicolor block icon. click New Event. The New Custom Tab wizard reappears. an Expense option appears in this list. tab visibility is automatically set to Default On. For Professional Edition organizations. • Specify the custom apps that should include the new tab. Choose the user profiles for which the new custom tab will be available: • Select Apply one tab visibility to all profiles and choose Default On. If you choose Default On or Default Off. or Tab Hidden from the drop-down list. • Select a file and click OK. Specify which fields display to users in the key lists section of the custom object tab home page.Salesforce. Optionally. enter a search term. and click Next. Note: This dialog only lists files in document folders that are less than 20KB and have the Externally Available checkbox selected in the document property settings. For example. select the document folder. If the document used for the icon is later deleted. 7. Unlimited. Default Off. and Developer Edition organizations. select Apply a different tab visibility for each profile and choose Default On. Default Off. click New Event. 9. • Alternatively. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. training & CertifiCation 38 . • From the Open Activities related list of an associated record. Section 9-25. and click Next. 8. if the custom object displayed in the custom tab is named Expenses. or Tab Hidden from the drop-down list for each profile. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. The page layout controls which fields are visible and editable when users are entering data in the custom tab. an option is added to the Create New drop-down list in the sidebar so users with the “Create” permission can quickly create a new record. choose a custom link to use as the introductory splash page when users initially click the tab. Specify Tab Visibility. Enter a description of the tab. • 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. For Enterprise.

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

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

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

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

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

leads. the account is not a partner account or the lead or opportunity owner is not a partner user.) Archived activities are not included in activity list views. the account is a partner account or the lead or opportunity owner is a partner user. To return to the last list page you viewed. and Developer Editions. activity is a task. not 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. applies only to events. you can use special picklist values for your search criteria. the lookup icon automatically displays when you choose to filter on one of the special picklists. enter “Won equals True” as your search criteria. Click the lookup icon to choose the value “True” or “False. to show all opportunities you’ve won. not events. or records owned by or shared with users in roles below you in the role hierarchy. Note: You can rename an existing list view and click Save As to save the criteria of the list view without altering the original view. Activities: Closed Campaigns: Active training & CertifiCation 44 . the event is the original group event assigned to the event host.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. records that have been shared with you. you can manually enter “True” or “False” in the filter criteria. enter “Closed equals True” and “Won equals False. the event is marked as an all-day event. (Field-level security is available only in Enterprise. the task Status field has a “Closed” value. not tasks. that is. Unlimited. The view appears in the View drop-down list so you can access it later. such as in the campaign import wizards. In addition. the event has a specific time. Click Save.” For example. 5. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. not tasks. create custom views that contain only relevant information for customer portal users and then make those views visible to customer portal users by sharing them with the All Customer Portal Users group or a selected set of portal groups and roles. click Back to list at the top of any detail page. the account is a business account.” Alternatively. the event is the meeting invite sent to another user for a group event.” Note: If you are creating filter criteria for a report or list view. These are special picklists with values of either “True” or “False. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. When creating filter criteria. you can view only those fields that are visible in your page layout and field-level security settings. this field displays as the person account icon. activity is an event. such as in a list view or report or when mass-deleting records. activity does not have a green sheet. note that your administrator may have customized the name of this field. task is still open. Campaign is active and can be chosen from various campaign picklists. Campaign is inactive. applies only to tasks. the task has been closed. 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.Salesforce. applies only to events. To show all closed/lost opportunities.

the Private box on the opportunity is not checked. the lead has been converted. the opportunity has not been won. the Stage field has a value of the type Closed/Won or Closed/Lost. the partner for the opportunity has not been marked as the primary partner. Case has a comment added by a Self-Service user. the opportunity is closed and won. Product has a default quantity schedule. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the contact is not enabled for Self-Service. Product has a default revenue schedule. Case does not have a new Self-Service comment. Case has a new comment added by a Self-Service user. the Stage field may have a value of the type open or Closed/Lost. the lead may receive mass email. that is. the lead has not yet been viewed or edited by the owner since it was assigned to that user. Case is still open. the case Status has a value that is not equivalent to “Closed.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.Salesforce. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. that is. Product is inactive and cannot be added to opportunities. the partner for the opportunity has been marked as the primary partner. Product does not have a default quantity schedule. the contact is enabled to log in to your Self-Service Portal. the opportunity owner has checked the Private box on the opportunity edit page. the case is open. Case has been automatically escalated via your organization’s escalation rule. Case has not been escalated. Case does not have a Self-Service comment. the contact may receive mass email. the lead has not been converted.” Case has been closed. the opportunity is closed. the lead cannot be included in a mass email recipient list. Cases: Escalated training & CertifiCation 45 . the contact cannot be included in a mass email recipient list. the lead has been viewed or edited at least once by the owner since it was assigned. the Stage field has a value of the type Closed/Won. the opportunity is still open. that is. the case Status field has a “Closed” value. that is. Product does not have a default revenue schedule.

User is a partner user. Unlimited. Section 9-29. 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.) Section 9-28. Enabling Territory Management available in: Enterprise. the translated solution has not been updated to match the master solution with which it is associated. Solution is not reviewed. that is. 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 . the translated solution has been updated to match the master solution with which it is associated. you’ll be ready to turn on territory management for your organization. (Field-level security is available only in Enterprise. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management.com offline. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. User can manage campaigns.Salesforce. User is not enabled for force. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. User is inactive and cannot log in. User is not enabled to manage campaigns. including Google.com Certified administrator – Study guide (Spring ‘11) Special Picklist Field Value true Solutions: Reviewed false true Solutions Out of Date false true false true false true false true false Description the solution has been reviewed. Many salesforce. and Developer Editions. To request territory management for your organization. After you’ve completed the prerequisites.com offline use.com customers advertise online with Google AdWords as a mechanism to generate leads. User has access to use force.com. Google AdWords What is Google AdWords? Google AdWords (http://adwords.com) is an online advertising service used to create advertisements that display on major search engines.google. User is active and can log in. With Salesforce CRM and Google AdWords. 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. contact salesforce. Unlimited. User is not a partner user.

clone & customize. or you can browse all slides published into your workspaces.com does not delete existing presentations but they cannot be customized or modified. on the content details page click Clone & Customize. In this case. version 9.Salesforce. Salesforce. click the Workspaces tab and then choose Create New | Presentation. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides.11. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. or modify a presentation. it may time out. • To create a new presentation by copying an existing presentation. Depending on whether you want to create. Unlimited.0. To work with presentations: 1. Professional. Enterprise. 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. • To modify a presentation and save it as a new version.5 or higher. If presentation assembly is disabled after presentations have been created. If you do not have Flash installed. In Salesforce CRM Content. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. 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.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. • To create a new presentation. and Developer editions User Permissions Needed to create presentations: Manage Workspaces checked in your workspace permission definition or add Content checked in your workspace permission definition Note: Microsoft Office 2007 file previews are currently available through a pilot program. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. Group. sales opportunities.com provides a link to Adobe’s website where you can download Flash for free. You can publish the presentation to a public workspace or keep it in your personal content area. Note: When you create. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. Salesforce. or modify a presentation. Salesforce CRM Content not only uploads the entire file to your workspace but also extracts the individual slides so they are available when you assemble or modify a presentation. copy. When you publish a PowerPoint file. on the content details page click Edit | Edit Presentation. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. training & CertifiCation 47 . Note: Working with presentations requires Adobe Flash® Player.

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

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

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