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com Certified Administrator
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................14 Custom field types .........................................................................................................................................15 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................24 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................31 Defining Custom report types ..................................................................................................................31 Updating Campaign History .......................................................................................................................33 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................36 What is the automated Case User used for?.........................................................................................36 Categorizing Solutions ..................................................................................................................................36 Creating Custom object tabs .....................................................................................................................37 Creating events .................................................................................................................................................38 organization-Wide Default Sharing rule for Calendar access ......................................................41 Creating Custom List Views .........................................................................................................................42 enabling territory Management................................................................................................................46 google adWords ..............................................................................................................................................46 Creating and Modifying Presentations in Salesforce CrM Content ............................................47
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.
Purpose of this Study Guide
The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:
Audience Description: Salesforce.com Certified Administrator
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Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
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training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Configure/use dashboards and dashboard components Print and export reports; email and schedule reports and dashboard refresh Set up Marketing campaigns, campaign hierarchies, lead queues, assignment rules, and Web-to-lead and auto-response rules Configure campaign measurement, campaign influence, and lead conversion Set up Salesforce Console functionality and navigation Configure custom objects, applications, and tabs Install/uninstall packages from the AppExchange Manage tasks, events, public calendars, and multiday events Cases, case hierarchies, case queue, Web-to-case, and email-to-case Case escalation and auto-response rules and assignment rules Solutions and solution categories Self-service portal Client management, territory management, and advanced currency management setup Products and price books
The candidate should be able to describe the capabilities of:
The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended
About the Exam
Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training
The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Identity Confirmation (setting login restrictions)
Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application
Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security
training & CertifiCation
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. and test the approval Process identify the settings in creating Workflow approval Processing 3% Data Validation Define Data Validation List common use cases for Data Validation Describe when Data Validation rules are enforced Create Data Validation rules 3% Data Utilities Describe the function of an external iD List and describe the different tools and use cases for data migration Update existing data via import Define when to use the Data Loader List the functions of the Data Loader Mass Update records 5% training & CertifiCation 4 . modify.Salesforce.
com Certified administrator – Study guide (Spring ‘11) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue.Salesforce. 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 . Web-to-Lead. assignment rule.
com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. The following questions are representative of those on the Salesforce. Web-to-Case. assignment rule. & 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. but should be used to become familiar with the types of questions on the exam.com Certified Administrator exam. including Business Hours. escalation rules. The actual exam questions may be more or less difficult than this set of questions. and the use of email templates Define Solutions and how they can be associated with Cases Build a Solution Category tree and assign Solutions to Categories Define suggested solutions and explain where to use them Describe what content is accessible via the Self-Service Portal Describe the ways to access the Self-Service Portal Build a Case Queue. Applications. These questions are not designed to test your readiness to successfully complete the certification exam.Salesforce. Sample Exam Questions training & CertifiCation 6 .
3. Change their language personal preference to Spanish. D. C. D. What must an Administrator do to enable Advanced Currency Management for an organization? A. C. Who may be assigned a workflow task? (There are five correct answers. C. Logout. C.) A. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers.) A.) A. Only when a Record is created Every time a Record is created or edited Every kind of workflow evaluation criteria When a Record is edited and it didn’t previously meet the rule criteria 5. C.com Certified administrator – Study guide (Spring ‘11) 1. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . An administrator changed the organization’s default language from English to Spanish. C. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2.com Enable Customizable Forecasting Enable Multiple Currencies 6. B. D. B. B. D. B. D. Sales User Marketing User Invoice Manager Contract Manager 4.Salesforce. F. D. Purchase Unlimited Edition licenses Request a feature license from salesforce. B. B. Which profile is a standard Profile? (Select all that apply. then log in again. E. Refresh their browser. What must end users do to see this change? A. Nothing—they’ll see the application in Spanish immediately.
2. 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. F Section 8. you can set a list of IP address ranges from which they can log in. you can set the hours when users can log in and the IP addresses from which they can log in. Section 9-1. Salesforce Connect Offline. D 4. When users log in to Salesforce. If IP address restrictions are defined for the user’s profile. C Answers to Sample Exam Questions 6. After 1 year. the login is allowed. A. All certifications include access to new release content for subsequent releases. E. Salesforce CRM then checks whether the user’s profile has IP address restrictions. the API. In preparing for the Salesforce. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. If login hour restrictions are specified for the user’s profile. along with the associated exams. Salesforce confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions.com Certified administrator – Study guide (Spring ‘11) Section 7. C 3. or a desktop client such as Salesforce Connect for Outlook.com Certified Administrator exam. B 5. training & CertifiCation 8 . D. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. C. D 1. If profile-based IP address restrictions aren’t set. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. either via the user interface. A.com professionals will be notified automatically when new release content and exams become available. or the Data Loader. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. for 1 year. Salesforce Connect for Office. Certified salesforce. there is a maintenance fee of $100 to keep the certification current for the following year. Maintaining a Certification Section 9. B. B. 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 Lotus Notes. any login outside the specified hours is denied. Organization-Wide Trusted IP Address List For all users. 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. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year.Salesforce.
Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. 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. see the Core Data Types Used in the API Calls topic in the Force. 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. Partner portal and customer portal users aren’t required to activate computers to log in. 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. The user may experience a blocked login until he or she adds the automatically generated security token to the end of his or her password when logging in to Salesforce CRM via the API or a client. The 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. For more information on API login faults. then the user must enter mypasswordXXXXXXXXXX to log in. If single sign-on is enabled for your organization. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. changes the password. the activation link expires and users must repeat the activation process to log in. the user’s security token is automatically reset. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. However. A security token is an automatically generated key from Salesforce CRM. and the security token is XXXXXXXXXX. the login is blocked. After 24 hours. 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. if the security token is enabled for your organization.com Web Services API Developer’s Guide. The security token is valid until a user resets the security token. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. Furthermore. if a user’s password is mypassword. users must add their security token to the end of their password to log in. the login is allowed. or has the password reset. 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 access via the API or a client.Salesforce. When a user changes his/her password or resets the security token. The activation link included in the email is valid for up to 24 hours from the time the user clicked the Send Activation Link button. For example. Whenever a login is blocked or returns an API login fault. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. if their profile has IP address restrictions set. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. 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.
Note: If a user logs in before the restricted hours.Salesforce. to change which tabs display in each app. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. Set the days and hours when users with this profile can use the system. To prohibit users from using the system on a specific day. make sure you’ve exported any data related to fiscal periods. By default. For all other tabs. the system ends the user’s session when the restricted hours begin. To add or remove related lists. set which related lists display on your detail pages. change the display order if desired.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. 6. Click Edit in the Login Hours related list. 5. 3. 2. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. Section 9-2. To change the order of the related lists. Select an object from the drop-down list and click Customize My Pages to customize your display. For your Home tab. Select “None” for the start and end times to allow users to be logged in at any time. training & CertifiCation 10 . if you have multiple apps. 4. 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. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. 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. select a related list title and click the Add or Remove arrow. and click Save. Click Save when finished. customize the dashboard snapshot that displays on the Home tab. Section 9-3. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. Add each tab you want to display. select a related list title in the Selected List box and click the Up or Down arrow. Click Setup | Manage Users | Profiles and select a profile. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. you’ll see the tabs that are set for your profile. Click Save. 1. set the start and end times to the same value. Select the dashboard to use and click Save. Note: Before enabling custom fiscal years.
and other date-sensitive material. generate weekly export data. See Creating Text Email Templates. 5. 2. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs.com pages (Visualforce) – Administrators and developers can create templates using Force. You can also include images on your HTML and Force. Contact Manager. This change will affect opportunities and forecasts organization-wide. Force. click Cancel. You must either know HTML or obtain the HTML code to insert in your email template. 4.com pages email templates allow for advanced merging with a recipient’s data. and attached files. Actual b. If you aren’t certain you want to enable custom fiscal years.Salesforce.com pages (Visualforce) email templates not available in: Personal edition User Permissions Needed to create or change HtML email templates: to create or change force. You can use email templates when you send an email from the training & CertifiCation 11 . forecasts.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.com pages. merge fields. See Creating Visualforce Email Templates. Section 9-4. and Group editions HtML and force. where the content of a template can contain information from multiple records. Force. 3. a. Text – All users can create or change text email templates.com pages templates. All these email templates can include text. 3. Select Custom Fiscal Year. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. 4. Click Enable Custom Fiscal Years. Optionally. Do not enable custom fiscal years unless you understand and are prepared for all the implications. Back up your current data. quotas. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. define your fiscal year. Enabling custom fiscal years impacts your reports.com Certified administrator – Study guide (Spring ‘11) To enable custom fiscal years: 1. See Creating Custom HTML Email Templates. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. click OK. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. Warning: Custom fiscal years cannot be disabled once enabled. Click Setup | Company Profile | Fiscal Year. See Creating HTML Email Templates. Managing Email Templates available in: All editions Mass email not available in: Personal. Once you’ve enabled custom fiscal years. 6. 2.
You can also use text and HTML templates when you send mass email. Salesforce automatically creates the text-only content based on the current HTML version. If you leave the text-only version blank. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. To edit or delete a template. click Edit or Del next to the template name in the list. HTML. and so on. • Click Edit Text Version to change the content or merge fields of the text-only version. click Your Name | Setup | Email | My Templates.Salesforce. Click New Template to create any type of email template.com pages email template. A button to check the spelling of your template is available for text templates and Force.com pages (Visualforce) markup references components in installed managed packages such as another class.com pages templates without HTML tags. click the template name in the list.com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record. or text): For text templates. subject.com pages templates: • Click Edit Template to change the markup of the template page. ë Note: Salesforce. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. 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.com pages (Visualforce) markup.com pages. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page. If you have permission to manage public email templates. Force. • The Visualforce Attachments related list indicates which attachments are being generated through Force. training & CertifiCation 12 .com recommends that you leave the text-only version blank. • If the Force. the text-only version is automatically generated when you edit the HTML version. or merge fields. a custom object. The options vary depending on the template type (custom. To manage your personal email templates. edits to the HTML version are not reflected in the text-only version. If you choose not to leave the text-only version blank and instead manually create a text-only version. the Version Settings related list shows the package versions of the installed managed packages containing the referenced components. Note: You cannot send a mass email using a Force. a trigger. click Edit to change the message content. click Your Name | Setup | Communication Templates | Email Templates. For Force. When you leave the ▪ text-only version blank.
Person accounts are account records to which a special kind of record type has been assigned. • Click Clone to clone a template. • If you have the “Manage Public Templates” permission. These record types are called person account record types. For more information. and you can create additional person account record types.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. the author is the person who created the email template. ë Click Attach File from the Attachments related list to add an attachment to the template. Managing Record Types available in: Enterprise. and solution Status. case Status. and page layouts to different users based on their profiles. click Show Dependencies to see what components the template references. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. see Understanding Dependencies. Record types can be used in various ways. To select a file: • Click the Search in Documents link to search for files in the Documents tab. you can click [Change] next to the Author field to select a different author. You cannot delete all the record types for an object if the object is referenced in a Force. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. • If “Developer Mode” is enabled. Section 9-5.Salesforce.com code (Apex) script. support processes. You can change the name of this record type. and offer different picklist values for each. Unlimited. lead processes. 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. Initially. Lead Status. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. 13 ▪ training & CertifiCation . • Alternatively. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. For more information. and solution processes: opportunity Stage. see Cloning Email Templates. picklist values. If you select an image logo or other graphic file. The attached file is included in every email that uses the template. Record Type Considerations Keep the following considerations in mind when creating or changing a record type: ▪ ▪ The following special picklist fields are not available for record types because they’re used exclusively for sales processes. • Click Delete to remove the template.
read only. The settings also override any lessrestrictive field access settings on the page layouts. Setting Field-Level Security Section 9-6. list views. 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. Force. ë Select the field you want to modify. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. The most restrictive field access settings of the two always apply. and when synchronizing data or importing personal data. the Salesforce CRM partner portal. custom links. search results. click a tab or activity link. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. reports. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. To define field-level security: 1. the Salesforce CRM customer portal. Unlimited. ë Click Set Field-Level Security. the field-level security overrides the page layout and the field will be read only for the user. 2.com Connect Offline. After setting field-level security for users based on their profiles.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. Note: These field access settings apply throughout Salesforce CRM. Click Save. click View next to the tab you want to modify. hidden. ë In the Field-Level Security section. if a field is required in the page layout and read only in the field-level security settings. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. For example. you can: ▪ Create page layouts to organize the fields on detail and edit pages. email and mail merge templates. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. training & CertifiCation 14 . or editable (visible without read only) for users based on their profile. Specify whether the fields should be visible. available in: Enterprise.Salesforce. and then click Edit. ë Select a profile to change the field access for users with that profile. and then click Fields. 3.
for example. allows users to check a box. You can create lookup relationship fields that link to users. Verify users’ access to fields by checking the field accessibility grid. you can create a custom hierarchical relationship field to store each user’s direct manager.com (apex) triggers. this can be useful if you export data to excel or another spreadsheet.5 becomes 24. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. allows users to enter an email address.34. users can choose the address when clicking Send an email. in lookup dialog search results. workflow rules. allows users to enter a currency amount. and in the key lists on tab home pages. you can limit the data by specific dates and times using any custom date field. the time of day includes aM or PM notation. Lookup relationship fields to campaign members are not available. -22. on the associated record. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. you can then display a related list to show all of the records that are linked to it. or custom objects. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. Section 9-7. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. you can limit the data by specific dates using any custom date field. the maximum length of any autonumber field is 30 characters. the system automatically formats the field as a currency amount. or roll-up summary fields. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. Values lose precision after 15 decimal places.5 becomes -24. which is validated to ensure proper format.35 and -12. When using a checkbox field for a report or list view filter.345 becomes -12. indicating a true or false attribute of a record. Custom Field Types The first step in creating a custom field is choosing the type of the field. then use page layouts primarily to organize detail and edit pages within tabs. Universally required fields always display on edit pages regardless of field-level security. and does not run any force. for example. Creates a relationship between two records so you can associate them with each other. Lookup relationship fields are not available in Personal edition. Lookup Relationship training & CertifiCation 15 . 22.5 becomes 22. and -23. see overview of relationships. Set the fields that display in search results. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. standard objects.345 becomes 12. This process reduces the number of page layouts for you to maintain. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. in reports. if this field is specified for contacts or leads. for example. allows users to enter a date or pick a date from a popup calendar and enter a time of day. validation rules. 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.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. in reports. allows users to automatically calculate values based on other values or fields such as merge fields. use “true” for checked values and “false” for unchecked values. They also may be visible to users even though they reference fields your users can’t see. they can also add the current date and time by clicking the date and time link next to the field. See Building formulas and operators and functions.Salesforce sets the lookup field to null. if a lookup field references a record that is deleted. note that you can’t use custom email addresses for mass emails. and the lookup field is not required in the page layout. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields.Salesforce. 12. 23. Below is a description of each custom field type. 20 of which are reserved for prefix or suffix text. for more information on relationships. Note: Salesforce uses the round half even tie-breaking rule for currency fields. a lookup relationship has no effect on record deletion or security.5 becomes -22. lookup relationship fields from campaign members to other objects are available. Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. for example. however.
a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. to enable encrypted fields for your organization. although you can create a master-detail relationship field on a custom object that links to a standard object. bold. Unlimited.com. numbers. Mapping Custom Lead Fields available in: Group. note that every time you press Enter within a long text area field.com recommends that you do not use a custom phone field for fax numbers. for example. allows users to enter up to 255 characters that display on separate lines similar to a Description field. for example. strike-out. redo. or symbols.000 character limit.345 becomes 12. Note: if you are using the Service Cloud’s call center. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. salesforce. see overview of relationships. custom phone fields are displayed with the button.345 becomes -12. inclusive of all the formatting and HtML tags.000 characters. allows users to enter any combination of letters. note that only the first 50 characters are displayed on the record detail pages. up to 255 characters. add a numbered or non-numbered list. or maximum value of related records. a runtime error occurs. or symbols that are stored in encrypted form. the toolbar allows the user to undo. a line break and a return character are added to the text. allows users to enter up to 32. users can format the field content and add images and hyperlinks. add a hyperlink. jpeg and png file types are supported. any length from 256 to 32. only gif. allows users to enter any combination of letters. for more information on relationships. if desired.000 characters is allowed. contact salesforce. the UrL will open in a separate browser window. not the number of decimal of spaces specified in the number field configuration. allows users to enter up to 255 characters of any valid website address. Master-detail relationships cannot be used with campaign members. Number allows users to enter any number. these 2 characters count toward the 32. allowing click-to-dial functionality. See entering Phone numbers. italicize. see Using rich text area fields. allows users to select more than one picklist value from a list you define. You can set the length of this field type to a lower limit. Note: Salesforce uses the round half up tie-breaking rule for number fields. 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. Salesforce rounds numbers referenced in merge fields according to the user’s locale. modify alignment. Consequently. upload or link to an image. and outdent.Salesforce. With the use of a toolbar. Values lose precision after 15 decimal places. Note: if the decimal value is greater than 15. Percent allows users to enter a percentage number. automatically displays the record count of related records or calculates the sum. the maximum field size is 32. available for custom objects only. this is treated as a real number and any leading zeros are removed. Professional.35 and -12. and you add a percent sign to the number. these fields display each value separated by a semicolon. Salesforce automatically formats it as a phone number. ‘10’. 12.com Certified administrator – Study guide (Spring ‘11) Field Type Master-Detail Relationship Description Creates a relationship between records where the master record controls certain behaviors of the detail record such as record deletion and security. numbers. You can set a maximum length of up to 175 characters. When users click on the field. Phone allows users to enter any phone number. You can set a maximum length. for more information. for example. minimum. the system automatically adds the percent sign to the number.34. underline. this data type is not available for activities or products on opportunities. indent. Enterprise. the maximum size for uploaded images is 1MB.000 characters that display on separate lines similar to a Description field. and Developer editions training & CertifiCation 16 . Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8.
Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. Click Save. please follow the instructions at the end of this message.Salesforce. if your lead currency field has a length of 3 and 2 decimal places. and release communications. Salesforce.com disable this feature): Renaming salesforce. contact. 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. or Picklist. you can specify how you want that custom information converted into custom account. Section 9-9. ë Roll-up summary fields are not available for mapping lead fields of converted leads. Contracts. There are some exceptions: ë You can map between text and picklist fields. Select Setup | Customize | Leads | Fields | Map Lead Fields. ë Do not map custom formula fields to other formula fields or any other type of field. contact. or Percent to other number. Please review the information below in detail. If your organization has custom lead fields. Text Area. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. contact. training. or opportunity fields. Partners. currency. Contacts. For each custom lead field. Cases. the information from the standard lead fields is inserted into standard account. support. Currency. However. and opportunity.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. training & CertifiCation 17 . Documents. Price Books. Assets. To specify the mapping for custom lead fields: 1. and Solutions. Opportunities. and opportunity fields.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. ë You can map fields of type Text or Text Area to long text area fields. For example. If you’re ready to move ahead with this feature. especially in the areas of help. Leads. contact. or percent fields of exactly the same length and decimal places. choose a custom account. ë You can map auto-number fields to fields of type Text.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. Campaigns. or opportunity field into which you want the information inserted when you convert a lead. that is. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. Note: If you change the data type of any custom field used for lead conversion. Products. map it to another custom currency field with a length of 3 and 2 decimal places. that lead field mapping will be deleted. • Remember to map custom lead fields to other custom fields of the same data type. • Remember to map custom lead fields of type Number.
Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. your users will first see a new overview page when they click on our online help links. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. In addition. 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. Where will the new tab. and field names show up within the application? All Salesforce CRM pages accessible by your end users. views. User Fields The available fields vary according to which Salesforce CRM edition you have. This list includes but is not limited to custom fields. administrative checkbox that enables or disables user login to the service. Some fields are only displayed to administrators when creating or editing users.” you’ll have to change it to “Company Health Check” to reflect your new terminology. You will need to rename each tab manually. For example. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology.com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. In other words. 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. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. If your organization renames tab and object names. record types. you can also create your own online help and user documentation. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. training & CertifiCation 18 . 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.Salesforce. What impact does renaming standard objects have on the administration of Salesforce CRM? Renaming standard names will create some additional administrative work for Salesforce CRM administrators. and communication templates. For example. object. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. if you already have a custom email template titled “Account Health Check. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. Section 9-10. will automatically reflect the new terminology you define. page layouts. all references to “accounts” will be changed automatically to “companies. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. reports. however. including Personal Setup pages.
Depending on the approval process settings. email address of a user. the default currency for all currency amount fields in the user record.com Certified administrator – Study guide (Spring ‘11) Field Address Admin newsletter Alias Allow Forecasting Api Token Call Center City Company Contact Country Created By Currency Default Currency ISO Code Default Division Description Street address for a user. Up to 40 characters are allowed in this field.com. a user’s individual Language setting overrides the organization’s Default Language. Division that is applied. and reports. (read only) User’s default currency for quotas. as displayed on the user edit page. User’s default currency setting for new records. in organizations using Professional. for example. Used to define the times that display in the user’s calendar.com. Salesforce.Salesforce. this field is not available if your organization has disabled your choice to receive emails from salesforce. Must be a valid email address in the form: jsmith@acme. Company name where the user works. not available in Personal edition or group edition. the organization’s Display Language applies to all users.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. Up to 255 characters are allowed in this field. Short name to identify a user on list pages. available only in organizations that use divisions to segment their data. Shown only in organizations using multiple currencies. name of the associated contact if the user is a partner user. but is not supported by some older email software. 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. time of day a user generally stops working. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. Up to 40 characters are allowed in this field. this user can also approve approval requests for users. enables development mode for creating and editing force. reports. the name of the call center to which this user is assigned. the default division is not used. fax number for a user. Shift_JIS. Users can change their division at any time. and other pages where the entire name does not fit. When users create records related to an account or other record that already has a division. and ISO-2022-JP are useful for Japanese users. Up to 40 characters are allowed in this field. enterprise. and Unlimited edition. the value used to identify a user for federated authentication single sign-on. all text and online help is displayed in this language. opt in to receive administrator-targeted promotional emails from salesforce. Up to 80 characters are allowed in this field. this field is only visible to organizations that have force. available only for organizations that use multiple currencies. the new record is assigned to the existing record’s division.com. ISO8859-1 represents all Latin characters and should be used by english-speaking users. available only for organizations that use multiple currencies. group that user works for. forecasts. PC Sales group. by default. indicates whether the user is allowed to use customizable forecasting.com pages enabled. Up to 40 characters are allowed in this field. Up to 40 characters are allowed in this field. this must be one of the active currencies for the organization. such as Customer Support. unless he or she explicitly sets a different division. the primary language for the user. including creation date and time. (read only) training & CertifiCation 19 . Up to 8 characters are allowed in this field. to all new accounts and leads created by the user. UTF-8 (Unicode) represents all characters for all the world’s languages. first name of a user. City portion of the user’s address.com pages (Visualforce). Up to 80 characters are allowed in this field. Company division to which user belongs. EUC-JP. Country portion of the user’s address. identifying number for a user. this setting does not restrict the user from viewing or creating records in other divisions. User who created the user. Character set and encoding for outbound email sent by a user from within Salesforce.
and contacts. administrative field that defines a user’s permission to perform different functions within the application. granting the user access to Salesforce CrM’s mobile capabilities. date/time. edit. if selected. the user must also select the Receive Salesforce Content Email Alerts checkbox. 14:00). administrative checkbox that indicates whether a user has access to use force. Mobile Mobile User Cellular or mobile phone number. Phone number of a user. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. 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 . to receive real-time email alerts. disable the checkbox for all your users. preventing you from selecting a user who directly or indirectly reports to himself/herself. Bob Johnson in the english (United States) locale displays as Bob Johnson. 2:00 PM).com. as displayed on the user detail page. available at Setup | My Personal Information | Personal Information.Salesforce. Salesforce CrM lets you inactivate users who are referenced in the Manager field. whereas the Chinese (China) locale displays the name as Johnson Bob. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. as displayed on the user edit page. whereas in the english (United Kingdom) locale. to receive email. the Locale setting also affects the first and last name order on Name fields for users. Up to 80 characters are allowed in this field. Checkbox that specifies if the user was created via self-registration to a customer portal. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user. Up to 40 characters are allowed in this field. for example. Mobile Configuration the mobile configuration assigned to the user. the Mobile User checkbox is enabled by default for Unlimited edition users. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. Note: Unlike other hierarchy fields. this field establishes a hierarchical relationship. User who last changed the user fields. their personal locale. allocates one Salesforce CrM mobile license 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. leads. indicates the type of user license.com offline. for all other users. available in enterprise and Unlimited editions only. this field defaults to the mobile configuration assigned to the user’s profile. opt in to receive user-targeted promotional emails from salesforce. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. tags. the locale is set at the organization level via Setup | Company Profile | Company Information. overrides the organization setting. or authors.com. if no mobile configuration is specified. and number fields. and delete campaigns and configure advanced campaign setup. if selected. Up to 40 characters are allowed in this field. workspaces. they display using a 24-hour clock (for example. including modification date and time. tags. Manager Lookup field used to select the user’s manager. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. or authors. Marketing User Checkbox that indicates whether a user has access to create. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. this field is not available if your organization has disabled your choice to receive emails from salesforce. to use the campaign import wizards. (read only) Combined first and last name of a user. for example. workspaces. 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). Country or geographic region in which user is located. for Personal and group edition users. the Locale setting affects the format of date.
such as Western region Support Manager.. For leads. if selected.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. checkbox to set the division of all transferred records to the new owner’s default division. 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. which can be changed by an administrator. training & CertifiCation 21 . administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. 7. Choose Setup | Data Management | Mass Transfer Records. 4. checkbox if you want to transfer open opportunities owned by other users that are associated with the account.com code (apex) that surpasses more than 50% of allocated governor limits. Transferring Records available in: Group.. 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. Zip code or postal code portion of a user’s address. Up to 80 characters are allowed in this field. If your organization uses divisions. Unlimited. specifies that the user will receive email notification whenever he or she executes force. State or province portion of a user’s address. amount of disk storage space the user is using. you can: • Select the Transfer open opportunities. In the Transfer to field. Optionally. 6.Salesforce.. fill in the name of new record owner. 5. Up to 20 characters are allowed in this field. administrative field that defines the user’s login. Up to 20 characters are allowed in this field. For leads. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. Enterprise. When transferring accounts. fill in the name of the existing record owner in the Transfer from field. Click the link for the type of record to transfer. select the Change division. 2. Before transferring a record. Users in arizona should select the setting with “america/Phoenix. 3. you can transfer from users or queues. Primary time zone in which a user works. Section 9-11. enterprise..com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization. Used to define the times that display in the user’s calendar. and Unlimited editions only. roles are selected from a picklist of available roles. time of day a user generally starts working. available in Developer. you can transfer to users or queues. not available in Personal edition or group edition. Listing of custom links for users as set up by your administrator. Professional.
Unlimited. • Select the Transfer open cases. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. 10. notes. or sales teams is removed. open activities are not transferred. sharing rules. and optionally. 8. Professional. all previous access given by manual sharing. 2. Enterprise. 11. open opportunities owned by the current account owner. Leads Access to Transferred Items When transferring accounts and their related data in Professional.” 9. Click Setup | Customize | Leads | Web-to-Lead. open activities.. closed opportunities owned by other users aren’t changed.com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. When transferring leads to a queue. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). Deselect this checkbox if you want to remove the existing account team associated with the account. Choose Find to look for records that match. check the box in the column header to select all currently displayed items. and Developer Editions. Select the checkbox next to each record you want to transfer. closed opportunities and open opportunities owned by other users. Optionally. Transfer of Associated Items When you change record ownership. Any relevant sharing rules are then applied to the data based on the new owners. open activities.. Unlimited. you could search accounts in California by specifying “Billing State/Province equals CA. Click Transfer. attachments. Note: Mass transfers do not trigger workflow rules. Enterprise. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. This option applies only to closed opportunities owned by the account owner. • Select the Transfer closed cases checkbox if you want to transfer closed cases that are owned by the existing account owner and associated with the account. Fill in search conditions that the records you’re transferring must match. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . For example. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. Section 9-12. some associated items that are owned by the current record owner are also transferred to the new owner. Setting Up Web-to-Lead available in: Group.Salesforce.
Leave this option blank if you don’t wish to send emails when no response rules apply. 5. otherwise. This URL could be a “thank you” page or your company’s home page. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. 8. For Web leads that are generated as part of a campaign. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. select the language for the form labels displayed on your Web-to-Lead form. 3. • Be sure to select the Campaign field (and optionally. All leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. add the line <input type=”hidden” name=”debug” value=”1”> to your code. all new leads are marked as “Unread. 6. and click Generate. • For organizations using multiple currencies. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. all amounts will be captured in your corporate currency. Use the Up and Down arrows to change the order of the fields on your form. 7. if you set up response rules to use different email templates based on the information submitted. 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. The source of your Web-to-Lead form is always in your personal language. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. add the Lead Currency field if you add any currency amount fields. To create and generate a Web-to-Lead form. Click Finished. • For organizations using record types on leads. Click Save.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. the default response template is used when no response rules apply.” and are changed to “Read” only when the lead owner views or edits that lead. In addition. Users can select the My Unread Leads list view to quickly locate all their new leads. If you want to test the Web-to-Lead form. 4. training & CertifiCation 23 . This line redirects you to a debugging page when you submit the form. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign.Salesforce. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. If your organization uses the translation workbench or has renamed tabs. Don’t forget to remove it before releasing the Web-to-Lead page to your website. 9. this template must be marked as “available for Use. click Create Web-to-Lead Form. Specify the complete URL to which users should be directed after they submit their information.” Note: auto-response rules are not available in group edition. To select the fields to include on your Web-to-Lead form.
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. Customer Support is notified of the problem so we can help you correct it. To sign up for the Data Export Service. data from all divisions is included in the export. Also.. if you want your export data to include attachments. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. indicate who should be notified by email when the backup files are ready. Select Include attachments. contact salesforce. you can include all data in your export file. if a new lead cannot be generated due to errors in your Web-to-Lead setup. • If your organization uses person accounts and you’re exporting contacts. However. • If your organization uses divisions. Note: If you give a user the “Weekly Data Export” permission. You can export all your organization’s data into a set of comma-separated values files. If your organization is configured for data export. start and end dates. all account fields are included in the account data. Click Setup | Data Management | Data Export and Export Now or Schedule Export. Note the following: • Formula and roll-up summary fields are always excluded from exports. If your organization exceeds its daily Web-to-Lead limit. This functionality may be useful if you plan to use your export files for importing or other integrations. 4. 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. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. If you’re scheduling your export. Default Locale and Currency Locale. Section 9-13.com. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. Exporting Backup Data available in: Enterprise. 6.. 3. If desired. 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 universally required fields must have a value before a record can be created via Web-to-Lead. 5. 1. select the frequency. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. 2. • If your organization uses person accounts and you’re exporting accounts. This option is only available if a week has passed since your last export. Select the types of data to include in your export. training & CertifiCation 24 . which is needed to export data. the contact data only includes the fields shared by contacts and person accounts. Select the desired encoding for your export file. Also. and time of day for your scheduled export. person account records are included in the contact data.Salesforce. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. The Export Now option prepares your files for export immediately.
Note that the words entered into the text box field must be separated by a space. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. You have 48 hours to download the zip file from this page. you can send an email notification to yourself and other users that includes the dashboard in HTML format. and emails you when the file is ready. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. after a refresh completes. zips them into one archive. Professional. Section 9-15. Section 9-14. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. after that. Scheduling a Dashboard Refresh available in: Enterprise and Unlimited editions User Permissions Needed to schedule and email a dashboard refresh: to delete the schedule to refresh a dashboard: “Schedule Dashboards” “Modify all Data” You can schedule an existing dashboard to refresh daily.Salesforce. rather than the position of the columns. a Refreshing Dashboard field displays at the top right corner of the dashboard. Unlimited. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. If necessary. text-entry test helps prevent malicious programs from accessing your organization’s data. you may have to make adjustments to the export file before viewing it. has correctly entered the text into the overlay. Salesforce CRM may require users to pass a user verification test to export data from their organization. click Save. Depending on the encoding selected. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. Note: For security purposes.. If you’re running the export now. the refresh automatically stops. When dashboard data is refreshing. Furthermore. If your dashboard data does not refresh after 10 minutes. When you refresh a dashboard. 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. users view the most current data. as opposed to an automated program. Enterprise. field at the top right corner of the dashboard. training & CertifiCation 25 . click Refresh again. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. This simple. it will be deleted. weekly. Salesforce CRM creates CSV files of your data. To pass the test.com Certified administrator – Study guide (Spring ‘11) 7.. If you scheduled the export. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. Click Refresh to replenish your dashboard with the most recent data. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. Refreshing Dashboard Data available in: Group.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. click Start Export.
more options display that allow you to refine the frequency criteria.. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. or Monthly fields.. • In the Preferred Start Time drop-down list. link to choose a preferred start time for the dashboard refresh. Schedule the dashboard refresh: • In the Frequency field. from the drop-down button. 4. select the frequency at which the dashboard refreshes. from the drop-down button. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. You can perform the following actions on the All Scheduled Jobs page next to a specific dashboard refresh: ▪ ▪ Click Edit to update the notification and frequency settings of all instances of the scheduled dashboard refresh. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 . Click Delete. Users can view the dashboard after they log in. Click Del to permanently delete all instances of the scheduled dashboard refresh. Click Refresh and choose Schedule Refresh. This functionality bypasses all security settings. On the Dashboards tab..Salesforce... to send an email that includes the refreshed dashboard to additional users. specify the dates during which you wish to schedule dashboard refreshes. • In the Start and End fields. 3. the notification displays text that includes a link to the dashboard in Salesforce CRM. • Click Others.. 5. To view the All Scheduled Jobs page. To delete a scheduled dashboard refresh: 1. click the Find available options. To schedule a dashboard refresh: 1. 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 Setup | Monitoring | Scheduled Jobs. 2. Weekly. When you click the Daily. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. Click Refresh and choose Schedule Refresh. Tip: Optionally.com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML. giving all users who can view the dashboard access to data they might not be able to see otherwise. 2. The user in the Running User field determines the dashboard’s level of access to data. 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. Click Save to schedule the dashboard refresh. select a dashboard from the View Dashboard drop-down list. 3...
Users must log in to Salesforce CRM to view S-control data displayed in real time. Contract Manager training & CertifiCation 27 . choose “last” from the On day of every month drop-down list. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. In HTML-formatted dashboard refresh notifications. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. 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. and you schedule a dashboard to refresh every day at 2:00 PM.Salesforce. Dashboards refresh in the time zone of the user who schedules the refresh. After users receive dashboard refresh notifications in their email clients. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. To send a dashboard refresh notification to other users. Dashboards will not refresh as scheduled if the user in the Running User field does not have access to the folder in which the dashboard is stored. the dashboard 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. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. For example. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. To view the report that a table or metric dashboard component represents. the dashboard will only refresh on months that have that specific day. if you select 2:00 PM as your preferred start time. If you schedule a dashboard to refresh on a specific day of every month. Other users cannot access dashboards in your personal folders. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. If you want a dashboard to refresh on the last day of every month.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. Dashboard components that include S-controls may not display in dashboard refresh notifications. General Permissions The following table shows the general permissions associated with each standard profile. For example. then the dashboard will only refresh on months that have 31 days. Create. the dashboard may refresh any time between 2:00 PM and 2:59 PM. if you schedule a dashboard to refresh on the 31st day of every month. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. For example. if the Time Zone field on your user record is set to Pacific Standard Time. edit. Contract Manager administrator. depending on how many other dashboards are scheduled to refresh at that time. Enterprise Edition users can schedule up to one dashboard refresh per hour per day.
Marketing User. create. When you convert to customizable forecasts. Marketing User. Contract Manager administrator.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Solution Manager. Marketing User. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Contract Manager administrator. Contract Manager administrator. Solution Manager. 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. Contract Manager administrator. this permission is not available for customizable forecasts. Contract Manager administrator administrator administrator administrator administrator. Contract Manager Create and Customize Reports View the reports tab. Standard User. Standard User. Solution Manager. run. Standard User. read only. Standard User. Standard User. Marketing User administrator. Solution Manager. Solution Manager. edit. edit. Marketing User. and edit contracts install or uninstall appexchange packages from the appexchange Create. contacts. Solution Manager. Contract Manager administrator. Standard User. Marketing User. Marketing User. Contract Manager administrator.Salesforce. activate. create. Solution Manager. Solution Manager. save. and delete reports. Standard User. Marketing User. Contract Manager administrator. Standard User. and delete tasks Export Reports Use the Export Details to Excel and Printable View links to export reports to excel Import Leads Import Personal Contacts import leads and update campaign history using import wizards import personal accounts and contacts training & CertifiCation 28 . Contract Manager administrator. and delete forecasts. Standard User. Solution Manager. Marketing User. edit. and opportunities Profiles administrator. Solution Manager. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Standard User. Marketing User. this permission is only available for customizable forecasts. Marketing User. edit. and delete events Edit Forecasts Create.
”“run reports. Perform actions on multiple cases in a list view. Products show in Offline Specify if products and price books are available in force.Salesforce. Solution Manager. Marketing User. Set up email-to-Case. add and remove users from territories. edit. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Solution Manager. Standard User. read only. this permission is only available for customizable forecasts. Marketing User. Marketing User. edit. edit. Create and edit account assignment rules. edit. Contract Manager Mass Email Send bulk emails to contacts and leads. Standard User. Marketing User. Standard User. and delete custom fields in Salesforce CrM Content Create.com offline Run Reports View the reports tab. and delete workspace permissions in Salesforce CrM Content Create. View dashboards based on reports training & CertifiCation 29 . run Self-Service reports Create and edit territories. Contract Manager. Solution Manager. Contract Manager administrator.com Certified administrator – Study guide (Spring ‘11) Permission Name Import Solutions Mange Analytic Snapshots Functions Controlled import solutions for the organization Set up and schedule analytic snapshots to run (also requires the “Schedule Dashboards. Standard Platform one app User administrator. Solution Manager administrator Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. run reports. Solution Manager. Standard User. edit the Support Settings. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator. Manually assign accounts to territories. Standard Platform User. Contract Manager administrator. and delete solutions that are accessible to the public on your self-service portal or website.” and “View Setup and Configuration” permissions) Set support business hours. read only. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. 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). Solution Manager. Marketing User. Standard User. such as mass transfer of cases Create. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. Contract Manager administrator.
edit. When you convert to customizable forecasts. training & CertifiCation 30 . 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. Standard User. Marketing User. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. For example. 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. Mass transfer leads via the Mass transfer feature. the “Show Customer Sidebar on all Pages” permission is not available. Contract Manager administrator. Solution Manager. That user will not be able to view the Contacts tab when selecting the custom app that contains it. and delete records Note: If you remove the “Read” permission from a profile. Standard User. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. 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. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission.com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Send Stay-in-touch update emails Profiles administrator. Solution Manager. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Marketing User. displays your custom sidebar on all pages in Salesforce CrM. this permission is only available for customizable forecasts. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab.Salesforce. users with that profile will not see that type of data anywhere. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange.
Enterprise. Once you have defined a custom report type. The description can be up to 1. Search Fields The types of records you can search vary according to which edition you have. Defining Custom Report Types available in: Professional. For more information on permissions. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. Click New Custom Report Type. From the Primary Object drop-down list.com Certified administrator – Study guide (Spring ‘11) Section 9-17. you must define a new custom report type. 3. Unlimited. including those you do not have permission to view. 2. If you want to change the primary object. To define custom report types: 1. • The primary object you choose determines the views available to users creating or running reports from your custom report type.Salesforce.000 characters long. object relationships. you can’t change the primary object associated with it. • Enter a description for your custom report type. and fields. • All objects display in the Primary Object drop-down list. if you select accounts as the primary object for your custom report type. The Report Type Label can be up to 255 characters long. You can search for information within any of the fields listed below. 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. For example. The Report Type Name is used to refer to the component when using the Web services API. For example. select the primary object from which you want to build your custom report type. Click Your Name | Setup | Create | Report Types. users can create custom reports from it. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. ë Enter the Report Type Label and the Report Type Name field. see Overview of Profiles. • Select a development status: training & CertifiCation 31 . The column lists fields searched in both the Sidebar Search and Advanced Search. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. • Select the category to store the custom report type in. even if you do not have permission to view leads. • After you save a custom report type.
all the referenced objects still count toward the limit of 60. consider describing that report as This allows you to report on accounts and their contacts. you can get the account owner. When entering a name for your custom report type. For example. 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. Furthermore. and the custom object is deleted.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. Each referenced object counts toward the maximum limit even if no fields are chosen from it. A counter at the top of the Page Layout step shows the current number of fields included. the account owner’s manager. Contacts. you cannot save the layout. but select no fields from account owner. considering naming that report Accounts with or without Contacts. When entering a description for your custom report type. choose the object relationships a report can display when run from a custom report type. for an account. Opportunities.com Certified administrator – Study guide (Spring ‘11) ë Choose “In Development” as the Deployment Status when first creating your custom report type to hide it from users while you are designing and testing it. as sources of fields via lookup. the manager’s role. For example. • You can add up to 1. Furthermore. After deploying a custom report type. 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. For more information. ▪ 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.000 fields to each custom report type. Making the status “In Development” hides the custom report type and any reports created from it from all users except those with the “Manage Custom Report Types” permission. ▪ training & CertifiCation 32 . For example. if you do a lookup from account to account owner to account owner’s role. we also recommend that you clarify how the object relationships affect report results. salesforce. If you have too many fields. and that role’s parent role. see Managing Deleted Custom Objects and Salesforce Editions and Limits. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. 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. These objects can be used as the main four objects. change the Deployment Status back to “In Development” if you want to make more enhancements to it. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. • Next. Accounts will display if they have no contacts. such as Accounts. then the custom report type and any reports created from it will automatically be deleted. For example. • A custom report type can contain fields available via lookup through four levels of lookup relationships. or as objects used to traverse relationships. run reports from the custom report type. and Opportunity Products. • A custom report type can contain up to 60 object references.Salesforce. ë Choose “Deployed” as the Deployment Status when you want to allow users to create and • Click Next. giving four related objects.
or person account on an existing campaign: 5. or person account plus the individual’s current status on the campaign. 6. and add new fields. Select the Status of the individual for the campaign. or person account with a campaign: 1. 2. 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. 4. To update the member status for a contact.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. To associate a contact. However. However.” A developer can edit a custom report type in a managed package after it is released. lead. lead. Updating Campaign History available in: Enterprise. View the detail page of the individual you want to link to the campaign. users in your organization can view campaigns. or run campaign reports. 3. and click Save. lead. 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. click Edit next to the campaign name. The list does not retain the previous status for any campaign nor does it include any campaign that you don’t have access to view via sharing settings. you can manually link a contact. Any user can do this via the Campaign History related list on a contact. view the advanced campaign setup. In the Campaign History related list. Note: The Campaign History related list shows the associated campaigns for a contact. Campaign FAQ available in: Enterprise. and click Save.Salesforce. or person account to a campaign and update that individual’s campaign status. click Add Campaign. In the Campaign History related list. and click Next. Select the campaign. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. Change the Status of the individual. developers cannot remove objects or fields from the report type once the package is released. Section 9-19. Unlimited. or person account. lead. such as via a phone call to a sales rep. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . lead. Unlimited. 7.
com Certified administrator – Study guide (Spring ‘11) can create. or delete existing campaign members. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. update. editing. 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). and delete campaigns and configure advanced campaign setup. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. Edit Members – Search to view.Salesforce. edit. 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. or Cloning individual Campaign Members 50. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). Unlimited. In addition. not for marketing purposes. Update & Add Members – Import File to edit campaign member status using an import file.000 per report 50. You can easily add members from a campaign member detail page by clicking the Manage Members drop-down button in the campaign detail section or in the Campaign Members related list. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search.000 per import file 250 per list page 1 Adding Leads to Campaigns Lead Source a report of existing leads a CSV file of new leads a list view of existing leads an individual lead detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Lead import Wizard adding Contacts or Leads from a List View to a Campaign adding.000 per import file 250 per list page 1 Section 9-20. Both contacts and leads can be associated with your campaigns as campaign members. Displaying and Editing Campaigns available in: Enterprise.000 per report 50.csv). or Cloning individual Campaign Members 50. The following tables describe additional methods to add campaign members. editing. 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.
and then change the fields you want to update. or roles. training & CertifiCation 35 . Click more at the bottom of the page or View More below a related list to display more items. Tip: If your organization has enabled hover details. If you have campaign hierarchies enabled. Printing Campaigns – To view a printable display of all information for the campaign. To return to the last list page you viewed. click Printable View on the campaign detail page. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. or person accounts with a campaign or to update the status of existing campaign members. Use your browser’s Print function to print the display. groups. campaign hierarchies. contact. you can use the Parent Campaign lookup field to assign a parent to your campaign. In the lookup dialog.” or “Attended. You can also select a campaign name from the Campaign History related list of an associated lead. Sharing – To share a campaign with other users. When you’ve finished. If the record has already been tagged. 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. click one of the tag names to view a list of all records with that tag. you can edit fields directly on the detail page. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. or person account. related list hover links display at the top of each detail page. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. The related lists you see are determined by your personal customization and by any customization your administrator has made to page layouts or your permissions to view related data. Leads. Note: If enabled by your administrator.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. you can search for an existing campaign or create a new parent campaign. including activities.Salesforce. Tagging Campaigns – If tags have been enabled. click the campaign name to display detailed information. click Back to list at the top of the campaign detail page. You can also click Save & New to save the current campaign and create another. If your organization has enabled collapsible page sections. Linking Contacts. 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. attachments. click Edit. Creating Campaign Hierarchies – When creating or editing a campaign. click Save.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to change campaigns: “edit” on campaigns anD Marketing User checked in your user information Displaying Campaigns – Once you’ve located a campaign on the campaigns home or list pages. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. Note: If your organization has enabled inline editing. use the arrow icons next to the section headings to expand or collapse each section on the detail page. click Sharing.” “Responded. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. Editing Campaigns – To update a campaign. and the opportunities that resulted from the campaign. contacts. You can click individual items to display additional detail. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record.
all users with the appropriate permissions can categorize solutions. case comment. or click Delete on the case detail page. Each solution can belong to more than one category. can categorize solutions prior to enabling solution categories for the entire organization. Customers can also browse published solutions by category in public solutions. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together.Salesforce. or attachment from a case and then delete the case. Section 9-22. the Self-Service portal.com Certified administrator – Study guide (Spring ‘11) Section 9-21. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. Once solution category browsing is enabled. Once your solutions are categorized. accounts. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. 3. Click Edit to change any of the listed support settings. training & CertifiCation 36 . Associated contacts. case comment. The deleted case is moved to the Recycle Bin. you can browse for and find solutions by category from the Solutions tab or when solving a case. Click on Setup | App Setup | Customize | Cases | Support Settings. Unlimited. Professional. Section 9-23. case comments. All automated case actions will now have this new Automated Case User listed on the Case History. task. When you delete a case. and solutions are not deleted with the case. Note: If you delete an event. Unlimited. the event. all related events and tasks. 2. Deleting Cases available in: Group. and users with the “Manage Categories” permission. Enterprise. or attachment cannot be restored via undelete. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. This user will be listed on the case history for all actions that are system defined. and attachments are also deleted. What is the Automated Case User used for? The Automated Case User is the user who will be listed in the Case History for all automated case actions in Salesforce. task. and the Customer Portal. 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. If you undelete the case. Click Save. Administrators. follow these directions: 1. any related items are also restored. Enterprise. 4. Categorizing Solutions available in: Professional. click Del next to the case on the cases list page.
This related list is not visible unless your administrator has defined and enabled categories. as described in Defining Custom Objects. see Customizing Solution Settings. If you haven’t already created the custom object. Enterprise. 5. 4. Repeat until you have added all applicable categories. a number enclosed in brackets  appears next to the tab style name. However. 1. Unlimited. If a tab style is already in use. To modify a translated solution’s categories. The label of the new tab is the same as the plural version of the custom object label. click Del in the Solution Categories related list on the solution detail page. If you put solutions into only the most relevant categories. Click Setup | Create | Tabs. In the solution category hierarchy. 3. Click a tab style to select the color scheme and icon for the custom tab. click Select to add a category to the solution. To later remove a category from a solution. 4. Click Save. training & CertifiCation 37 . click Create a new custom object now and follow the instructions in Defining Custom Objects. View the solution you want to categorize. Click the Tab Style lookup icon to display the Tab Style Selector. you have to modify the categories of its master solution. click Create your own style on the Tab Style Selector dialog if you want to create a custom tab style and your organization has access to the Documents tab. click Deselect to remove a category from the solution.Salesforce. solution category information is not available in list views. 2. Click New in the Custom Object Tabs related list. 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. Section 9-24. Unlimited. 2. translated solutions inherit solution categories from their master solutions.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. Enterprise. Mouse over the style name to view the tabs that use the style. For more information on how to enable category browsing. Click Select Categories in the Solution Categories related list. 3. Professional. The categories on a translated solution are synchronized with the categories on the master solution. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. Professional. Select the custom object to display in the custom tab. Click Hide styles which are used on other tabs to filter this list. We recommend that you limit the number of categories to which a solution belongs. and Developer editions apex Page tabs available in: Group. Optionally. If necessary. they will be easier for users and customers to find. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. Note: You can create a custom report on solution categories.
• Specify the custom apps that should include the new tab. tab visibility is automatically set to Default On. 9. Specify Tab Visibility. If the document used for the icon is later deleted. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. select the document folder. or Tab Hidden from the drop-down list for each profile. • Alternatively. select Apply a different tab visibility for each profile and choose Default On. training & CertifiCation 38 . Salesforce CRM replaces it with a default multicolor block icon. 7. choose a custom link to use as the introductory splash page when users initially click the tab. • Click Save. click New Event. choose Default On. For Enterprise. For Professional Edition organizations. if desired. • Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if they have customized their personal display. and click Next. The page layout controls which fields are visible and editable when users are entering data in the custom tab. Specify which fields display to users in the key lists section of the custom object tab home page. or Tab Hidden from the drop-down list. and Developer Edition organizations. an Expense option appears in this list. an option is added to the Create New drop-down list in the sidebar so users with the “Create” permission can quickly create a new record. 6. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. • Alternatively. Section 9-25. Default Off. For example. click Search in Documents. Optionally. 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. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. Default Off. Unlimited. • From the Open Activities related list of an associated record.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. if the custom object displayed in the custom tab is named Expenses. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. Enter a description of the tab. 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. • Select a file and click OK. Default Off.Salesforce. and click Go! to find a document file name that includes your search term. enter a search term. and click Next. The New Custom Tab wizard reappears. If you choose Default On or Default Off. click New Event. and select the image you want to use. 8.
This topic describes how to complete the Recurrence section on the New Event page.m. Enter the details of the event such as subject. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. click the Add Event Icon ( ) next to a date to create an event on that date. Alternatively. leads. training & CertifiCation 39 . such as Japanese. 1. or resources are invited. select Create recurring series of events to specify how often the event repeats.com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. click Add Invitees to make the event a group event to which users. Optionally. Note: Depending on the type of series you’re creating. • On the week view or the month view of the calendar. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. Optionally. Once you’ve created the recurring event series. click Check Spelling to spell-check the contents of the Description field.Salesforce. select the users to invite and click New Event. Optionally. 5. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Optionally. you can create events that last up to 14 days. 2. contacts. 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. 2. Set the start date and end date. Once you’ve created the recurring event series. such as a weekly staff meeting that occurs every Monday at 11:00 a. Click Save. Spell checker does not support double-byte languages. • On a multiuser calendar. click on a time to create an event for that time. Note: If multiday events are enabled for your organization. Select the frequency of recurrence. start date and time. Note that the Check Spelling button must be enabled by your administrator. and end date and time. 3. Select the Create recurring series of events checkbox. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. 4.
additionally. the number identifying the meeting. Checkbox that specifies whether the event lasts all day. However. User who last changed the event. this value is automatically inherited from the related account.Salesforce. this field only displays if you have the “read” permission for that type of record. accounts. contracts. to assign the event to another user. this field only displays if you have the “read” permission for that type of record. You can enter the name of the person or use the lookup icon to select the name. this field is for online meetings only. Contact or lead associated with 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. or custom object. including modification date and time. amounts display in the activity currency and are also converted to the user’s personal currency. Description Division Duration Email End Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As training & CertifiCation 40 . users with sharing access to the record can click it to view more details. this option is not available when you associate the event with a lead instead of a contact. Division to which the activity belongs. this field is for online meetings only and is not available for trial meetings. you can add the current time by clicking the time link next to the field. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. this field appears only if multiday events are disabled. the email address of the contact or lead associated with the event. Planned end date and time of the event. available in enterprise. including creation date and time. this field is automatically filled in with the value from the corresponding contact or lead record. lead. exported data files will always contain private events. By default. this field appears only if multiday events are disabled. or free time. name of the field that determines what picklist values are available for the record. Private events cannot be associated with opportunities. or custom object. available only in organizations that use divisions to segment their data. User who created the event. (read only) Planned date of the event. if any. this field appears only if multiday events are enabled. enter the password that meeting attendees should use to log in to the online meeting. out of office. users with sharing access to the record can click it to view more details. assigned owner of the event. such as an account. (read only) Location of the event. Unlimited. this field is for online meetings only. this field is not available in Personal edition. the length of a timed event in hours and minutes. and Developer editions. the event is assigned to the creator. case. or choose a date from the calendar that displays when you put your cursor in the field. otherwise. opportunity. Picklist that determines how this event appears when another user views your calendar: busy. this field is automatically filled in with the value from the corresponding contact or lead record. the phone number of the contact or lead associated with the event.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. optional field that allows users invited to a group event to enter a note when they accept or decline the event. text note describing the event. or contacts. cases. enter a user’s name or select a user with the lookup icon. Webex meeting type. this field is not available in Personal edition. You can enter a date. this field can hold up to 32KB of data. available only for organizations that use multiple currencies. the activity belongs to the global division. leads. campaigns. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. the record that the event is associated with. Link used to attend an online meeting. this field is for online meetings only.
or click Save & New Event to save the task and begin creating an event.” You can enter a subject or select from a list of previously defined subjects. 3. see “Creating Group Tasks. entry describing subject of activity. such as email or Meeting.. this field appears only if multiday events are enabled. You can add the current time by clicking the time link next to the field. Spell checker does not support double-byte languages such as Japanese. you can add the current time by clicking the time link next to the field. this field appears only if multiday events are disabled. but cannot see any other information about the nature of events in the user’s calendar. • Click Task from the Create New. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. Subject Teleconference Details Teleconference Type Time Type Visible in Self-Service Creating Tasks available in: All editions User Permissions Needed to create tasks: “edit tasks” Tasks allow you to track the specific actions you plan to perform or have performed. To get started: • Click New from the My Tasks section of the Home tab.. To create a new task. To save the current state of the checkbox as your personal default. such as making phone calls or sending mail. each picklist value can have up to 40 characters.” • Optionally. Choose a Webex teleconferencing service. Click Save. • 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.Salesforce. such as “Meeting. type of the event. follow these steps: 1. additionally. time of a planned event. click Save & New Task to save the task and begin creating another new task. 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. training & CertifiCation 41 . Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. Note that the Check Spelling button must be enabled by your administrator. select Make this the default setting. • Click New Task from the Open Activities related list of an associated record. enter any dial-in instructions or details. Section 9-26. click Check Spelling to spell-check the contents of the Comments field. this field is for online meetings only. drop-down menu in the sidebar. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. 2. Alternatively. this field is available for Webex customers only.com Certified administrator – Study guide (Spring ‘11) Field Start Description Planned start date and time of event.
. • Activity list views have several options. to specify the set of records to search.” To change this setting: 1. My Territories means records associated with territories to which you belong. Enter View Name. edit. 2. In general. navigate. Click Setup | Administration | Security Controls | Sharing Rules | Edit. manage. To edit or delete any view you created. To create a new view. Select the appropriate drop-down value for “Default Calendar Access. click Edit next to the View drop-down list. and edit list data. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. Show Details – Users can see detailed information about events in other users’ calendars. Specify Filter Criteria Filter by Owner These options vary. select All. training & CertifiCation 42 . Show Details and Add Events – In addition to the sharing levels set by Show Details. account and opportunity list views can be restricted by My Territories or My Territory Teams. 4. leads with a specific Lead Source. Note: By default. 3. you can use additional tools to customize. or My. users. There may be additional options: • Lead and case list views can be restricted by queue. For example. leads. • If your organization has territory management. Enter the name to appear in the View drop-down list. You can also create views of contacts. • Price book list views can be restricted by price book. this setting is set to “Hide Details and Add Events. click Create New View at the top of any list page or in the Views section of any tab home page. or campaigns.. Fill in the following: 1. You can create new list views to see a specific set of records such as contacts. or cases to use for mass email recipient lists.” Section 9-27. depending on the kind of record. 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. 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.Salesforce. users can insert events in other users’ calendars. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. 2. documents. 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 opportunities above a particular Amount. users can insert events in other users’ calendars.com Certified administrator – Study guide (Spring ‘11) 2..
This option is disabled if you aren’t searching all records. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. users must also have the appropriate “Read” permission on the type of records within the list view. choose the type of group or role from the drop-down list. training & CertifiCation 43 .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. 4. you’ll receive an error when attempting to save the list view. such as Lead Source equals Web. To add or remove fields. To create list views that only your Salesforce CRM users can see. Select Fields to Display The default fields are automatically selected. Alternatively. select Visible to certain groups of users. You can choose up to 15 different fields to display in your view. Enterprise. When you select a long text area field. select Visible to certain groups of users. Use the arrows to arrange the fields in the proper sequence. and click Add. 3. or role including all users below that role to see the custom view.to show records in your current working division. role. up to 255 characters are displayed in the list view. You can also use special date values in your filter criteria. and Developer Edition users can specify a public group. specify conditions that the selected items must match.Salesforce. select the division that records in the list view must match. specify whether everyone or just you can see the custom view. and then share it with the All Internal Users group or a selected set of internal groups and roles. Unlimited. select a field name and click the Add or Remove arrow. 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. To see a list view. select the group or role from the list below it. This option is not available in Personal Edition. You can display only the fields that are available in your page layout. Filter by Additional Fields Optionally. To share the list view. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. Select --Current-.
the account is not a partner account or the lead or opportunity owner is not a partner user.Salesforce. activity is an event. the account is a business account. click Back to list at the top of any detail page. the event is marked as an all-day event. not an event. the event is the meeting invite sent to another user for a group event. Unlimited. such as in the campaign import wizards. 5. leads. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have. applies only to events. the task has been closed. you can use special picklist values for your search criteria. To return to the last list page you viewed. Activities: Closed Campaigns: Active training & CertifiCation 44 . applies only to events. activity is a task. and Developer Editions.) Archived activities are not included in activity list views. you can manually enter “True” or “False” in the filter criteria. In addition.” Note: If you are creating filter criteria for a report or list view. (Field-level security is available only in Enterprise. this field displays as the person account icon. Campaign is inactive. the lookup icon automatically displays when you choose to filter on one of the special picklists. 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. note that your administrator may have customized the name of this field.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. the account is a partner account or the lead or opportunity owner is a partner user. task is still open. 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. These are special picklists with values of either “True” or “False. activity does not have a green sheet. not tasks. not events. 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. records that have been shared with you. Click Save. To show all closed/lost opportunities. to show all opportunities you’ve won. enter “Closed equals True” and “Won equals False. Campaign is active and can be chosen from various campaign picklists. the event has a specific time. or records owned by or shared with users in roles below you in the role hierarchy. such as in a list view or report or when mass-deleting records. 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.” Alternatively. enter “Won equals True” as your search criteria. that is. the task Status field has a “Closed” value.” For example. you can view only those fields that are visible in your page layout and field-level security settings. When creating filter criteria. Click the lookup icon to choose the value “True” or “False. applies only to tasks. the event is the original group event assigned to the event host. The view appears in the View drop-down list so you can access it later. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts.
the contact is not enabled for Self-Service. Case does not have a Self-Service comment. Case has a comment added by a Self-Service user. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. Product does not have a default revenue schedule. the opportunity is still open. the lead cannot be included in a mass email recipient list. Product is inactive and cannot be added to opportunities. Product does not have a default quantity schedule. the Stage field has a value of the type Closed/Won. Product has a default revenue schedule. the opportunity owner has checked the Private box on the opportunity edit page. the Stage field has a value of the type Closed/Won or Closed/Lost. that is.” Case has been closed. Case has been automatically escalated via your organization’s escalation rule. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users.Salesforce. the opportunity has not been won. the lead may receive mass email. the lead has been viewed or edited at least once by the owner since it was assigned. the opportunity is closed and won. that is.com Certified administrator – Study guide (Spring ‘11) Special Picklist Field Value Cases: Closed true false true false Cases: New SelfService Comment Cases: Open (Only for reports) Cases: Self-Service Commented Contacts: Email Opt Out Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out true false true false true false true false true false true false true false true Leads: Unread false true Opportunities: Closed false Opportunities: Primary (Only for Partner Opportunities report) Opportunities: Private false true Opportunities: Won false true Products: Active false Product: Has Quantity Schedule Product: Has Revenue Schedule Solutions: Visible in Self-Service Portal true false true false true false true false true Description the case is closed. the lead has been converted. 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 is open. the contact cannot be included in a mass email recipient list. Product has a default quantity schedule. that is. the contact may receive mass email. the Stage field may have a value of the type open or Closed/Lost. the partner for the opportunity has been marked as the primary partner. Cases: Escalated training & CertifiCation 45 . the case Status field has a “Closed” value. the lead has not been converted. the case Status has a value that is not equivalent to “Closed. the Private box on the opportunity is not checked. Case has not been escalated. the opportunity is closed. that is. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the partner for the opportunity has not been marked as the primary partner. Case has a new comment added by a Self-Service user. the contact is enabled to log in to your Self-Service Portal. Case does not have a new Self-Service comment.
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. the translated solution has been updated to match the master solution with which it is associated. that is. Google AdWords What is Google AdWords? Google AdWords (http://adwords.com customers advertise online with Google AdWords as a mechanism to generate leads.com. and Developer Editions. After you’ve completed the prerequisites.Salesforce. User is a partner user. Solution is not reviewed. User is not enabled for force.google. you’ll be ready to turn on territory management for your organization. User can manage campaigns. 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 . Many salesforce.) Section 9-28. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. With Salesforce CRM and Google AdWords. User is active and can log in. Unlimited. Unlimited.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. User has access to use force. contact salesforce. (Field-level security is available only in Enterprise. the solution Status field has a “reviewed” value. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. User is inactive and cannot log in. Enabling Territory Management available in: Enterprise. User is not a partner user. including Google.com) is an online advertising service used to create advertisements that display on major search engines.com offline use. the translated solution has not been updated to match the master solution with which it is associated. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. To request territory management for your organization. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. User is not enabled to manage campaigns.com offline. Section 9-29.
click the Workspaces tab and then choose Create New | Presentation. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool.0. Group. on the content details page click Clone & Customize. Unlimited. version 9. If you do not have Flash installed. 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. In this case. • To create a new presentation by copying an existing 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. Depending on whether you want to create. sales opportunities. In Salesforce CRM Content. copy.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. Salesforce. Salesforce.Salesforce. on the content details page click Edit | Edit Presentation. To work with presentations: 1. or modify a presentation. Note: When you create.com provides a link to Adobe’s website where you can download Flash for free. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. or modify a presentation. • To create a new presentation. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. 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.com does not delete existing presentations but they cannot be customized or modified. You can publish the presentation to a public workspace or keep it in your personal content area. When you publish a PowerPoint file. Professional. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. or you can browse all slides published into your workspaces. Enterprise. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. If presentation assembly is disabled after presentations have been created. it may time out.11. Note: Working with presentations requires Adobe Flash® Player. training & CertifiCation 47 . 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. clone & customize.5 or higher.
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. hover over a document and click the garbage can icon ( document from the presentation you are assembling. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. If users restrict their content searches to a particular language. hover over a slide and click the presentation icon ( that use that slide. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. 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. 3. d. a. 5. To refine your results. click Save. choose that author from the drop-down list. click a file or slide to preview it in the lower half of the window. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. If you do not want the presentation to be visible to other users in your organization. Click a suggested tag to add it to the Tags field automatically. e. Tag your content. for example if your work is still in progress. • Click Clear at any time to revert your changes. • In search results. you must choose from the list of training & CertifiCation 48 . complete the Reason for Change field. 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. assign or change the presentation’s name. you can enter tags in the Tags field. Select a workspace. Salesforce CRM Content associates your content with your personal language setting. When you are done assembling your presentation. The following options help you assemble your presentation: • In search results. ë If your administrator assigned the guided tagging rule. click Cancel to return to your starting point. To publish the content on behalf of another author. If you are modifying the presentation. hover over a presentation and click the slides icon ( presentation.com Certified administrator – Study guide (Spring ‘11) 2. You can re-upload the slide if you want the thumbnail to be visible. If you do not choose a language. b. but you can click on them to see the preview in the lower half of the window. Choose Add to presentation or Hide preview as needed. choose a language. c. Click a tag to add it to the Tags field automatically. only content associated with that language is displayed in the search result set. Optionally.Salesforce. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. In the Save or Publish Content dialog: 4. Note: Some slide thumbnails may not be visible or may only be partially visible. The Language drop-down list is displayed if multi-language support is enabled. suggested tags. f. choose Save in my personal workspace. tags or enter a new tag. • In search results. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. As you type a tag. add or modify the presentation’s description. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. Optionally.
Other names used herein may be trademarks of their respective owners.ë You can’t change or delete tag names. You can then view the content details page. but that doesn’t delete the tag. If multiple content types are available. inc.com owns other registered and unregistered trademarks. Click Publish. Sg_Certifiedadmin_Spring11_2011-03-16 .com. or publish another file.com.com Global Oﬃces Latin America Japan Asia/Paci c EMEA +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 Copyright ©2011. g. The content type determines which custom fields appear for you to categorize and define your content. The case of the original tag is always used.salesforce. h. You can’t have two tags with the same name even if they use different upper and lowercase letters.. All rights reserved. return to the Workspaces tab. Salesforce. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. You can remove tags from a document. CA. ë Tags are case insensitive. and salesforce.com and the “no software” logo are registered trademarks of salesforce. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. inc. salesforce. choose one from the drop-down list. 94105 United States 1-800-NO-SOFTWARE www.