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com Certified Administrator
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................14 Custom field types .........................................................................................................................................15 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................24 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................31 Defining Custom report types ..................................................................................................................31 Updating Campaign History .......................................................................................................................33 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................36 What is the automated Case User used for?.........................................................................................36 Categorizing Solutions ..................................................................................................................................36 Creating Custom object tabs .....................................................................................................................37 Creating events .................................................................................................................................................38 organization-Wide Default Sharing rule for Calendar access ......................................................41 Creating Custom List Views .........................................................................................................................42 enabling territory Management................................................................................................................46 google adWords ..............................................................................................................................................46 Creating and Modifying Presentations in Salesforce CrM Content ............................................47
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
This study guide is designed to help you evaluate whether you’re ready to successfully complete the Salesforce.com Certified Administrator exam. This guide provides information about recommended training from Salesforce.com Training and Certification, a complete list of exam objectives, supplemental study material, and several sample exam items—all with the intent of helping you achieve a passing score. Salesforce.com highly recommends a combination of course attendance and self-study to maximize your chances of passing the exam.
Purpose of this Study Guide
The Salesforce.com Certified Administrator exam is intended for an individual who has experience performing as a Salesforce CRM administrator, including practical application of the skills and concepts noted in the exam outline below. The candidate has successfully completed the Administration Essentials course (ADM 201) from salesforce.com or an Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has invested time in studying the materials from this course and the additional required study materials provided by salesforce.com. The candidate may administer only a few of the Salesforce CRM applications, but should have a general knowledge of the breadth of applications, the features/functions available to an end user, and the configuration and management options available to an administrator across the sales force automation, marketing automation, and service/call center applications. The candidate should be capable of performing administration functions and using Salesforce CRM features as described in the exam objectives in the current version of Salesforce CRM applications. The candidate should be able to perform the tasks outlined in the exam objectives successfully. These include (but are not limited to) the administrative features of the items listed below. The candidate should be able to:
Audience Description: Salesforce.com Certified Administrator
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Configure identity confirmation/login restrictions Configure user interface settings Configure the Company Profile Customize profiles; create custom fields Work with standard objects, business processes, and field-level security Create/modify: • Dependent picklists • Lookup fields • Formula fields • Roll-up summary fields • Page layouts • Record types Set security and access rights, including organization-wide defaults, roles, role hierarchy, sharing rules, public groups, Sales, Account, and Case teams, and folders Set up Workflow and Workflow Approval processing Perform data validation and use data utilities, including the Data Loader and Mass Delete Configure/use standard reports, custom reports, and custom report types
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training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Configure/use dashboards and dashboard components Print and export reports; email and schedule reports and dashboard refresh Set up Marketing campaigns, campaign hierarchies, lead queues, assignment rules, and Web-to-lead and auto-response rules Configure campaign measurement, campaign influence, and lead conversion Set up Salesforce Console functionality and navigation Configure custom objects, applications, and tabs Install/uninstall packages from the AppExchange Manage tasks, events, public calendars, and multiday events Cases, case hierarchies, case queue, Web-to-case, and email-to-case Case escalation and auto-response rules and assignment rules Solutions and solution categories Self-service portal Client management, territory management, and advanced currency management setup Products and price books
The candidate should be able to describe the capabilities of:
The Salesforce.com Certified Administrator exam has the following characteristics: Content: 60 multiple-choice/multiple-select questions Time allotted to complete the exam: 90 minutes Passing score: 67 percent References: No hard-copy or online materials may be referenced during the exam. Prerequisites: None required; course attendance highly recommended
About the Exam
Salesforce.com Training and Certification recommends the following course as preparation for this exam: Administration Essentials (ADM 201). To register, go to: http://www.salesforce.com/training
The Salesforce.com Certified Administrator exam measures a candidate’s knowledge and skills related to the objectives listed below. A candidate should have hands-on experience administering Salesforce CRM and have demonstrated the application of each of the following features/functions.
Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model List and describe the different Salesforce applications List and describe the standard objects
training & CertifiCation
Salesforce.com Certified administrator – Study guide (Spring ‘11)
Identity Confirmation (setting login restrictions)
Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application
Navigation – User Interface (UI) Settings
identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate, identify, and explain the Ui features an administrator controls
List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone, Currency, Locale, and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates
Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create, customize, and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security
training & CertifiCation
Salesforce.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.
assignment rule. Web-to-Lead.com Certified administrator – Study guide (Spring ‘11) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue.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 .
com Certified Administrator exam. The actual exam questions may be more or less difficult than this set of questions. & 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. 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.com Certified administrator – Study guide (Spring ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. assignment rule. The following questions are representative of those on the Salesforce. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. Sample Exam Questions training & CertifiCation 6 . including Business Hours. Web-to-Case. but should be used to become familiar with the types of questions on the exam.Salesforce. These questions are not designed to test your readiness to successfully complete the certification exam. escalation rules.
What must an Administrator do to enable Advanced Currency Management for an organization? A.) A. C.) A.com Enable Customizable Forecasting Enable Multiple Currencies 6. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. Nothing—they’ll see the application in Spanish immediately. B. B. Sales User Marketing User Invoice Manager Contract Manager 4. F.Salesforce. An administrator changed the organization’s default language from English to Spanish. Which profile is a standard Profile? (Select all that apply. C. Refresh their browser. C. Only when a Record is created Every time a Record is created or edited Every kind of workflow evaluation criteria When a Record is edited and it didn’t previously meet the rule criteria 5. C.com Certified administrator – Study guide (Spring ‘11) 1. B. E. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 . Change their language personal preference to Spanish. Who may be assigned a workflow task? (There are five correct answers. C. C. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2.) A. B. then log in again. Purchase Unlimited Edition licenses Request a feature license from salesforce. D. What must end users do to see this change? A. 3. D. Logout. D. B. D. D. D. B.
Salesforce Connect for Lotus Notes. In preparing for the Salesforce. Salesforce Connect Offline. Security and Identity Confirmation To help protect your organization’s data against unauthorized access. After 1 year. When users log in to Salesforce. Organization-Wide Trusted IP Address List For all users. or a desktop client such as Salesforce Connect for Outlook. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. D 1. If IP address restrictions are defined for the user’s profile. E. B 5. D 4. the login is allowed. C Answers to Sample Exam Questions 6. If login hour restrictions are specified for the user’s profile. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. either via the user interface. any login outside the specified hours is denied. there is a maintenance fee of $100 to keep the certification current for the following year. training & CertifiCation 8 . C. for 1 year. 2. Certified salesforce. you can set a list of IP address ranges from which they can log in. D. then Salesforce CRM checks whether the user is logging in from an IP address she or he hasn’t used to access Salesforce CRM before: • If the user’s login is from a browser that includes a Salesforce cookie. C 3. If profile-based IP address restrictions aren’t set.com Certified administrator – Study guide (Spring ‘11) Section 7. Maintaining a Certification Section 9. you can set the hours when users can log in and the IP addresses from which they can log in. 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. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. A. along with the associated exams. B.Salesforce.com professionals will be notified automatically when new release content and exams become available. All certifications include access to new release content for subsequent releases. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. Section 9-1. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. Salesforce Connect for Office. B. Salesforce CRM then checks whether the user’s profile has IP address restrictions. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. F Section 8. or the Data Loader. the API. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. A. Salesforce confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions.com Certified Administrator exam.
users must add their security token to the end of their password 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. then the user must enter mypasswordXXXXXXXXXX to log in. A security token is an automatically generated key from Salesforce CRM. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed. or has the password reset. For more information on API login faults. 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. the activation link expires and users must repeat the activation process to log in. 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. if their profile has IP address restrictions set. If single sign-on is enabled for your organization. However. 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. changes the password. 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 example. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. The activation link included in the email is valid for up to 24 hours from the time the user clicked the Send Activation Link button. if a user’s password is mypassword. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. the user’s security token is automatically reset.com Web Services API Developer’s Guide. the login is blocked. 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. Whenever a login is blocked or returns an API login fault. For access via the API or a client. Partner portal and customer portal users aren’t required to activate computers to log in. Furthermore. see the Core Data Types Used in the API Calls topic in the Force. The following events count toward the number of times a user can attempt to log in with an invalid password before being locked out of Salesforce. the user 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. When a user changes his/her password or resets the security token.Salesforce. if the security token is enabled for your organization. the login is allowed. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface.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. After 24 hours. and the security token is XXXXXXXXXX. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. 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.
and click Save. Note: If a user logs in before the restricted hours.Salesforce. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. select a related list title and click the Add or Remove arrow. 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. Click Edit in the Login Hours related list. Set the days and hours when users with this profile can use the system. 4.com Certified administrator – Study guide (Spring ‘11) Setting Login Hours Permission Needed: “Manage Users” You can set the hours when users with a particular profile can use the system. to change which tabs display in each app. Select an object from the drop-down list and click Customize My Pages to customize your display. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. 3. customize the dashboard snapshot that displays on the Home tab. Select the dashboard to use and click Save. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. 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. change the display order if desired. Click Setup | Manage Users | Profiles and select a profile. 2. For your Home tab. Click Save. you’ll see the tabs that are set for your profile. Select “None” for the start and end times to allow users to be logged in at any time. Section 9-2. Add each tab you want to display. 5. Note: Before enabling custom fiscal years. For all other tabs. To change the order of the related lists. set which related lists display on your detail pages. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. 1. set the start and end times to the same value. To add or remove related lists. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. 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. To prohibit users from using the system on a specific day. Click Save when finished. 6. make sure you’ve exported any data related to fiscal periods. By default. if you have multiple apps. training & CertifiCation 10 . the system ends the user’s session when the restricted hours begin. select a related list title in the Selected List box and click the Up or Down arrow.
3. 3.com pages email templates allow for advanced merging with a recipient’s data. a. Do not enable custom fiscal years unless you understand and are prepared for all the implications.Salesforce. Click Setup | Company Profile | Fiscal Year. Warning: Custom fiscal years cannot be disabled once enabled.com pages (Visualforce) – Administrators and developers can create templates using Force. This change will affect opportunities and forecasts organization-wide. Managing Email Templates available in: All editions Mass email not available in: Personal. See Creating HTML Email Templates. Optionally. Contact Manager. 5. define your fiscal year. You must either know HTML or obtain the HTML code to insert in your email template. See Creating Custom HTML Email Templates.com pages.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 . and other date-sensitive material.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. quotas. Text – All users can create or change text email templates. generate weekly export data. Force. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. 6. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead. where the content of a template can contain information from multiple records. click OK. and Group editions HtML and force. and attached files. 2. Actual b. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. Select Custom Fiscal Year. 4. Once you’ve enabled custom fiscal years. 2. Section 9-4. Click Enable Custom Fiscal Years.com pages templates. Force. See Creating Visualforce Email Templates. forecasts. click Cancel. 4.com Certified administrator – Study guide (Spring ‘11) To enable custom fiscal years: 1. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. All these email templates can include text. Enabling custom fiscal years impacts your reports. You can also include images on your HTML and Force. See Creating Text Email Templates. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. If you aren’t certain you want to enable custom fiscal years. merge fields. Back up your current data.
subject. or text): For text templates. click Edit to change the message content. A button to check the spelling of your template is available for text templates and Force. and so on. • Click Edit Text Version to change the content or merge fields of the text-only version. Force. the text-only version is automatically generated when you edit the HTML version. Note: You cannot send a mass email using a Force.Salesforce. ë Note: Salesforce.com pages (Visualforce) markup. training & CertifiCation 12 . Salesforce automatically creates the text-only content based on the current HTML version. • The Visualforce Attachments related list indicates which attachments are being generated through Force. click Your Name | Setup | Email | My Templates.com pages templates without HTML tags. a trigger. To manage your personal email templates. click the template name in the list. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. Click New Template to create any type of email template.com pages email template. 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. To edit or delete a template. ë Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. • If the Force. You can also use text and HTML templates when you send mass email. a custom object. edits to the HTML version are not reflected in the text-only version. or merge fields. When you leave the ▪ text-only version blank.com pages (Visualforce) markup references components in installed managed packages such as another class.com Certified administrator – Study guide (Spring ‘11) Activity History related list of a record. If you have permission to manage public email templates. The options vary depending on the template type (custom. If you leave the text-only version blank. If you choose not to leave the text-only version blank and instead manually create a text-only version. click Edit or Del next to the template name in the list.com pages. For Force. the Version Settings related list shows the package versions of the installed managed packages containing the referenced components. HTML. ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Click on the name of any email template to go to the Viewing Email Templates page. click Your Name | Setup | Communication Templates | Email Templates.com recommends that you leave the text-only version blank.com pages templates: • Click Edit Template to change the markup of the template page.
and page layouts to different users based on their profiles. 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. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. For more information. ë Click Attach File from the Attachments related list to add an attachment to the template. Unlimited. To select a file: • Click the Search in Documents link to search for files in the Documents tab. For more information.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. click Show Dependencies to see what components the template references. 13 ▪ training & CertifiCation . you can click [Change] next to the Author field to select a different author. case Status. These record types are called person account record types. and offer different picklist values for each. If you select an image logo or other graphic file. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. • If “Developer Mode” is enabled. support processes.com code (Apex) script. 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. Section 9-5. picklist values. You can change the name of this record type. see Cloning Email Templates. You cannot delete all the record types for an object if the object is referenced in a Force. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. • If you have the “Manage Public Templates” permission.Salesforce. and solution processes: opportunity Stage. and you can create additional person account record types. the author is the person who created the email template. lead processes. Person accounts are account records to which a special kind of record type has been assigned. see Understanding Dependencies. • Alternatively. The attached file is included in every email that uses the template. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. • Click Delete to remove the template. Initially. Lead Status. Managing Record Types available in: Enterprise. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. Record types can be used in various ways. and solution Status. • Click Clone to clone a template.
Specify whether the fields should be visible. Note: These field access settings apply throughout Salesforce CRM. 3. and then click Fields. if a field is required in the page layout and read only in the field-level security settings. hidden. the Salesforce CRM partner portal. search results. click a tab or activity link. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. After setting field-level security for users based on their profiles. For example. email and mail merge templates. ë Click Set Field-Level Security. read only. 2. reports. Setting Field-Level Security Section 9-6. Unlimited. list views. ë Select the field you want to modify. Force. 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. training & CertifiCation 14 . ë In the Field-Level Security section. and then click Edit. the Salesforce CRM customer portal. To define field-level security: 1. available in: Enterprise.com Connect Offline. Click Save. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. ë Select a profile to change the field access for users with that profile. The settings also override any lessrestrictive field access settings on the page layouts. click View next to the tab you want to modify. custom links. the field-level security overrides the page layout and the field will be read only for the user. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. you can: ▪ Create page layouts to organize the fields on detail and edit pages. and when synchronizing data or importing personal data. or editable (visible without read only) for users based on their profile.Salesforce.com Certified administrator – Study guide (Spring ‘11) ▪ You cannot deactivate a record type if it is in use by an email routing address for Email-to-Case or On-Demand Email-to-Case. The most restrictive field access settings of the two always apply.
Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. if this field is specified for contacts or leads. Lookup relationship fields to campaign members are not available. for example. 23. Below is a description of each custom field type. Verify users’ access to fields by checking the field accessibility grid. a lookup relationship has no effect on record deletion or security. Note: Salesforce uses the round half even tie-breaking rule for currency fields. Values lose precision after 15 decimal places. in lookup dialog search results. then use page layouts primarily to organize detail and edit pages within tabs. use “true” for checked values and “false” for unchecked values. for more information on relationships. 22. validation rules. allows users to enter an email address. you can limit the data by specific dates and times using any custom date field. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. Note: Salesforce uses the round half up tie-breaking rule for numbers in formula fields. note that you can’t use custom email addresses for mass emails. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. workflow rules. Lookup relationship fields are not available in Personal edition. which is validated to ensure proper format.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Tip: Use field-level security as the way to restrict users’ access to fields. and does not run any force. indicating a true or false attribute of a record. 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. Universally required fields always display on edit pages regardless of field-level security. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window.35 and -12. Set the fields that display in search results.5 becomes 24. you can create a custom hierarchical relationship field to store each user’s direct manager. the time of day includes aM or PM notation. Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. Creates a relationship between two records so you can associate them with each other. this can be useful if you export data to excel or another spreadsheet. They also may be visible to users even though they reference fields your users can’t see. or custom objects. you can then display a related list to show all of the records that are linked to it. for example. see overview of relationships. users can choose the address when clicking Send an email.Salesforce sets the lookup field to null. they can also add the current date and time by clicking the date and time link next to the field. you can limit the data by specific dates using any custom date field. See Building formulas and operators and functions. Custom Field Types The first step in creating a custom field is choosing the type of the field.345 becomes 12. Lookup Relationship training & CertifiCation 15 . When using a checkbox field for a report or list view filter. and the lookup field is not required in the page layout. lookup relationship fields from campaign members to other objects are available.5 becomes 22. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. in reports. for example. and in the key lists on tab home pages. Currency Date Date/Time allows users to enter a date or pick a date from a popup calendar. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. You can create lookup relationship fields that link to users. This process reduces the number of page layouts for you to maintain.5 becomes -22. for example. 12.Salesforce.com (apex) triggers. allows users to enter a date or pick a date from a popup calendar and enter a time of day. Section 9-7. if a lookup field references a record that is deleted. allows users to check a box. allows users to enter a currency amount. allows users to automatically calculate values based on other values or fields such as merge fields. 20 of which are reserved for prefix or suffix text. in reports. and -23. on the associated record.5 becomes -24. -22.345 becomes -12. standard objects. however. Field types not listed in custom field types may appear if your organization installed a package from the AppExchange that uses those custom field types. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users.34.
this is treated as a real number and any leading zeros are removed. inclusive of all the formatting and HtML tags. the system automatically adds the percent sign to the number. You can set a maximum length. modify alignment. only gif. Note: if the decimal value is greater than 15.35 and -12. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. up to 255 characters. With the use of a toolbar. When users click on the field.000 characters is allowed. allows users to enter any combination of letters. for example. Phone allows users to enter any phone number. the maximum size for uploaded images is 1MB. a line break and a return character are added to the text. note that only the first 50 characters are displayed on the record detail pages. redo. You can set a maximum length of up to 175 characters. add a numbered or non-numbered list. italicize. 12. although you can create a master-detail relationship field on a custom object that links to a standard object. or maximum value of related records. these 2 characters count toward the 32. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. and Developer editions training & CertifiCation 16 . these fields display each value separated by a semicolon. 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. Enterprise. Values lose precision after 15 decimal places. contact salesforce. not the number of decimal of spaces specified in the number field configuration. allows users to select more than one picklist value from a list you define. numbers. bold. the maximum field size is 32. allows users to enter up to 255 characters that display on separate lines similar to a Description field. numbers. indent. salesforce. Salesforce rounds numbers referenced in merge fields according to the user’s locale. to enable encrypted fields for your organization. the toolbar allows the user to undo. any length from 256 to 32. You can set the length of this field type to a lower limit. allows users to enter up to 32. the UrL will open in a separate browser window. this data type is not available for activities or products on opportunities. Master-detail relationships cannot be used with campaign members. Percent allows users to enter a percentage number. for example. or symbols that are stored in encrypted form.000 characters that display on separate lines similar to a Description field. upload or link to an image. if desired. See entering Phone numbers. available for custom objects only. add a hyperlink. Note: if you are using the Service Cloud’s call center. underline. users can format the field content and add images and hyperlinks. allows users to enter up to 255 characters of any valid website address. note that every time you press Enter within a long text area field.000 characters. Unlimited. ‘10’. Note: Salesforce uses the round half up tie-breaking rule for number fields. minimum. Professional. Number allows users to enter any number.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. see Using rich text area fields. for more information on relationships. for more information.com recommends that you do not use a custom phone field for fax numbers. a runtime error occurs.com. and outdent. allows users to enter any combination of letters. Mapping Custom Lead Fields available in: Group.34.345 becomes -12.Salesforce. Salesforce automatically formats it as a phone number. see overview of relationships. or symbols. strike-out. allowing click-to-dial functionality. and you add a percent sign to the number. custom phone fields are displayed with the button. for example.000 character limit. Consequently. jpeg and png file types are supported. automatically displays the record count of related records or calculates the sum.345 becomes 12.
and opportunity fields. you can specify how you want that custom information converted into custom account. 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. There are some exceptions: ë You can map between text and picklist fields. currency. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. and opportunity. if your lead currency field has a length of 3 and 2 decimal places. Price Books. Campaigns. ë Roll-up summary fields are not available for mapping lead fields of converted leads. and Solutions.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. map it to another custom currency field with a length of 3 and 2 decimal places. Currency. or Picklist. Documents. ë You can map fields of type Text or Text Area to long text area fields. Note: If you change the data type of any custom field used for lead conversion.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. contact. Products. Assets. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. Leads. choose a custom account. contact.com disable this feature): Renaming salesforce. However. Opportunities. or percent fields of exactly the same length and decimal places. Cases. For each custom lead field. ë You can map auto-number fields to fields of type Text. that lead field mapping will be deleted. that is. If you’re ready to move ahead with this feature. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. Select Setup | Customize | Leads | Fields | Map Lead Fields. please follow the instructions at the end of this message. • Remember to map custom lead fields to other custom fields of the same data type. or opportunity field into which you want the information inserted when you convert a lead. Click Save. contact. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. • Remember to map custom lead fields of type Number. Contacts. Section 9-9. ë Do not map custom formula fields to other formula fields or any other type of field. training & CertifiCation 17 . If your organization has custom lead fields. contact. especially in the areas of help. and release communications. Partners. Salesforce. support. or Percent to other number. or opportunity fields. training. For example. To specify the mapping for custom lead fields: 1. the information from the standard lead fields is inserted into standard account.Salesforce. Please review the information below in detail. Text Area. Contracts.
and communication templates. you can also create your own online help and user documentation.” you’ll have to change it to “Company Health Check” to reflect your new terminology. In addition. For example. if you already have a custom email template titled “Account Health Check. reports. Field Accessibility Mode Active Description Checkbox that enables or disables a user interface mode designed for visually impaired users. will automatically reflect the new terminology you define.Salesforce. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. however. User Fields The available fields vary according to which Salesforce CRM edition you have. including Personal Setup pages. For example. In other words. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. This list includes but is not limited to custom fields. page layouts. all references to “accounts” will be changed automatically to “companies. If your organization renames tab and object names.com Certified administrator – Study guide (Spring ‘11) Note: You cannot rename the Forecasts tab. administrative checkbox that enables or disables user login to the service. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. views. object. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. 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. You will need to rename each tab manually. 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. Section 9-10. record types. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. 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. 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. if you rename Accounts to Companies. your users will first see a new overview page when they click on our online help links. and field names show up within the application? All Salesforce CRM pages accessible by your end users. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. training & CertifiCation 18 . Some fields are only displayed to administrators when creating or editing users.
Salesforce. this field is only visible to organizations that have force. Shown only in organizations using multiple currencies. Country portion of the user’s address.com. forecasts.com. as displayed on the user edit page. Up to 40 characters are allowed in this field. Up to 40 characters are allowed in this field. ISO8859-1 represents all Latin characters and should be used by english-speaking users. and other pages where the entire name does not fit. this must be one of the active currencies for the organization. Division that is applied. to all new accounts and leads created by the user. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests.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. this user can also approve approval requests for users. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Date of last login. such as Customer Support. enables development mode for creating and editing force. this field is not available if your organization has disabled your choice to receive emails from salesforce.com pages enabled. in organizations using Professional. available only for organizations that use multiple currencies. Company division to which user belongs. Up to 40 characters are allowed in this field. group that user works for. first name of a user. indicates whether an aPi token has ever been reset. fax number for a user.Salesforce. Up to 80 characters are allowed in this field. and ISO-2022-JP are useful for Japanese users. Users can change their division at any time. this setting does not restrict the user from viewing or creating records in other divisions. enterprise. When users create records related to an account or other record that already has a division. opt in to receive administrator-targeted promotional emails from salesforce. Up to 8 characters are allowed in this field. User’s default currency setting for new records. identifying number for a user. the name of the call center to which this user is assigned. EUC-JP. Depending on the approval process settings. and Unlimited edition. a user’s individual Language setting overrides the organization’s Default Language. (read only) User’s default currency for quotas. name of the associated contact if the user is a partner user. Up to 40 characters are allowed in this field. reports. Character set and encoding for outbound email sent by a user from within Salesforce. available only for organizations that use multiple currencies. available only in organizations that use divisions to segment their data. unless he or she explicitly sets a different division. time of day a user generally stops working. City portion of the user’s address. Company name where the user works. Used to define the times that display in the user’s calendar. the new record is assigned to the existing record’s division. Up to 255 characters are allowed in this field. UTF-8 (Unicode) represents all characters for all the world’s languages. indicates whether the user is allowed to use customizable forecasting. the value used to identify a user for federated authentication single sign-on. the organization’s Display Language applies to all users. by default. the default currency for all currency amount fields in the user record.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. PC Sales group.com pages (Visualforce). and reports. email address of a user. Up to 40 characters are allowed in this field. for example. Up to 80 characters are allowed in this field. all text and online help is displayed in this language. User who created the user.com. the primary language for the user. Short name to identify a user on list pages. not available in Personal edition or group edition. but is not supported by some older email software. Shift_JIS. including creation date and time. Must be a valid email address in the form: jsmith@acme. the default division is not used. (read only) training & CertifiCation 19 .
available in enterprise and Unlimited editions only. administrative field that defines a user’s permission to perform different functions within the application.com offline. for example. 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 prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. 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). (read only) Combined first and last name of a user. they display using a 24-hour clock (for example. including modification date and time. as displayed on the user detail page.Salesforce. whereas the Chinese (China) locale displays the name as Johnson Bob. this field is not available if your organization has disabled your choice to receive emails from salesforce. indicates the type of user license. 2:00 PM). allocates one Salesforce CrM mobile license to the user. Mobile Mobile User Cellular or mobile phone number. tags. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. and number fields. Manager Lookup field used to select the user’s manager. the user must also select the Receive Salesforce Content Email Alerts checkbox. tags. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. for Personal and group edition users. the Locale setting affects the format of date. Mobile Configuration the mobile configuration assigned to the user. Up to 80 characters are allowed in this field. overrides the organization setting. to use the campaign import wizards. the Mobile User checkbox is enabled by default for Unlimited edition users. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. Phone number of a user. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. if selected. or authors. the Locale setting also affects the first and last name order on Name fields for users. to receive email. available at Setup | My Personal Information | Personal Information. and contacts. date/time. Salesforce CrM lets you inactivate users who are referenced in the Manager field. Note: Unlike other hierarchy fields. Up to 40 characters are allowed in this field. preventing you from selecting a user who directly or indirectly reports to himself/herself. this field defaults to the mobile configuration assigned to the user’s profile. workspaces. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. Bob Johnson in the english (United States) locale displays as Bob Johnson. 14:00). granting the user access to Salesforce CrM’s mobile capabilities. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. and delete campaigns and configure advanced campaign setup. User who last changed the user fields. whereas in the english (United Kingdom) locale. Country or geographic region in which user is located. Up to 40 characters are allowed in this field. for all other users. their personal locale. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. Checkbox that specifies if the user was created via self-registration to a customer portal. to receive real-time email alerts. workspaces. leads. as displayed on the user edit page. if selected. for example. Marketing User Checkbox that indicates whether a user has access to create.com. edit.com Certified administrator – Study guide (Spring ‘11) Field Last Name User License Locale Description Last name of a user. if no mobile configuration is specified. disable the checkbox for all your users. the locale is set at the organization level via Setup | Company Profile | Company Information.com. administrative checkbox that indicates whether a user has access to use force. opt in to receive user-targeted promotional emails from salesforce. or authors. this field establishes a hierarchical relationship.
com Certified administrator – Study guide (Spring ‘11) Field Role Description administrative field that specifies the position of a user within an organization. Optionally. Listing of custom links for users as set up by your administrator. training & CertifiCation 21 . time of day a user generally starts working. Up to 20 characters are allowed in this field. checkbox to set the division of all transferred records to the new owner’s default division. Users in arizona should select the setting with “america/Phoenix. 7. For leads. you can transfer to users or queues. amount of disk storage space the user is using. which can be changed by an administrator. 6. Used to define the times that display in the user’s calendar. administrative field that defines the user’s login. Before transferring a record. enterprise. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. Section 9-11.Salesforce. you can: • Select the Transfer open opportunities. If your organization uses divisions. Professional. For leads. specifies that the user will receive email notification whenever he or she executes force. Zip code or postal code portion of a user’s address. 4. In the Transfer to field.. not available in Personal edition or group edition.com code (apex) that surpasses more than 50% of allocated governor limits. Up to 80 characters are allowed in this field. fill in the name of the existing record owner in the Transfer from field. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. Unlimited.. 3.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. fill in the name of new record owner. Choose Setup | Data Management | Mass Transfer Records. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. Transferring Records available in: Group..” 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. State or province portion of a user’s address. Primary time zone in which a user works. Enterprise. if selected. 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. Click the link for the type of record to transfer. available in Developer. and Unlimited editions only. 2. such as Western region Support Manager.. roles are selected from a picklist of available roles. Up to 20 characters are allowed in this field. Up to 80 characters are allowed in this field. select the Change division. 5. When transferring accounts. you can transfer from users or queues.
open opportunities owned by the current account owner.. Click Edit to enable or modify the following Web-to-Lead settings: training & CertifiCation 22 . Click Setup | Customize | Leads | Web-to-Lead. Note: Mass transfers do not trigger workflow rules. Transfer of Associated Items When you change record ownership. Choose Find to look for records that match. 8. notes.” 9. 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. Leads Access to Transferred Items When transferring accounts and their related data in Professional.. Setting Up Web-to-Lead available in: Group. Deselect this checkbox if you want to remove the existing account team associated with the account. attachments. all previous access given by manual sharing. sharing rules. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. Enterprise.Salesforce. 10. open activities. closed opportunities owned by other users aren’t changed. • 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. and Developer Editions. Any relevant sharing rules are then applied to the data based on the new owners. Select the checkbox next to each record you want to transfer. Fill in search conditions that the records you’re transferring must match. Professional. Unlimited. Enterprise. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. • Select the Transfer open cases. Section 9-12. 11. you could search accounts in California by specifying “Billing State/Province equals CA. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). open activities are not transferred. Click Transfer.com Certified administrator – Study guide (Spring ‘11) • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. some associated items that are owned by the current record owner are also transferred to the new owner. open activities. When transferring leads to a queue. and optionally. check the box in the column header to select all currently displayed items. Unlimited. For example. or sales teams is removed. closed opportunities and open opportunities owned by other users. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. Optionally. 2.
Specify the complete URL to which users should be directed after they submit their information. add the line <input type=”hidden” name=”debug” value=”1”> to your code. This line redirects you to a debugging page when you submit the form. This URL could be a “thank you” page or your company’s home page. Users can select the My Unread Leads list view to quickly locate all their new leads. The source of your Web-to-Lead form is always in your personal language. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. 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. Click Finished. 4. Click Save. training & CertifiCation 23 . • Be sure to select the Campaign field (and optionally. and click Generate. To create and generate a Web-to-Lead form.” and are changed to “Read” only when the lead owner views or edits that lead. all new leads are marked as “Unread. 3. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your website. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. Use the Up and Down arrows to change the order of the fields on your form. click Create Web-to-Lead Form. the user who will be listed as the creator of online leads and who will appear as the sender of email responses.Salesforce. add the Lead Currency field if you add any currency amount fields. 5. otherwise. all amounts will be captured in your corporate currency. If you want to test the Web-to-Lead form. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. Leave this option blank if you don’t wish to send emails when no response rules apply. 6. • For organizations using record types on leads. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. • For organizations using multiple currencies.” Note: auto-response rules are not available in group edition. For Web leads that are generated as part of a campaign. Don’t forget to remove it before releasing the Web-to-Lead page to your website. All leads generated from your website are initially marked with the “default status” specified by the Lead Status picklist. select the language for the form labels displayed on your Web-to-Lead form. 9. In addition. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. If your organization uses the translation workbench or has renamed tabs. if you set up response rules to use different email templates based on the information submitted. 8. To select the fields to include on your Web-to-Lead form. the default response template is used when no response rules apply.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. 7. this template must be marked as “available for Use.
Select Include attachments. start and end dates. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. If your organization exceeds its daily Web-to-Lead limit. Note the following: • Formula and roll-up summary fields are always excluded from exports. data from all divisions is included in the export.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. 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. To sign up for the Data Export Service. Select the types of data to include in your export. Customer Support is notified of the problem so we can help you correct it. This functionality may be useful if you plan to use your export files for importing or other integrations. Also. 2. If you’re scheduling your export. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. If your organization is configured for data export. all account fields are included in the account data. select the frequency. Note: If you give a user the “Weekly Data Export” permission. All universally required fields must have a value before a record can be created via Web-to-Lead. Click Setup | Data Management | Data Export and Export Now or Schedule Export. • If your organization uses divisions. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values.. training & CertifiCation 24 . You can export all your organization’s data into a set of comma-separated values files. 3. 5. 6. which is needed to export data. Exporting Backup Data available in: Enterprise. if you want your export data to include attachments. If desired. • If your organization uses person accounts and you’re exporting contacts. person account records are included in the contact data. Section 9-13. The Export Now option prepares your files for export immediately. 1. Also. However. you can include all data in your export file. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. and time of day for your scheduled export. The Schedule Export option lets you schedule the export process for weekly or monthly intervals.com.Salesforce. Default Locale and Currency Locale.. This option is only available if a week has passed since your last export. indicate who should be notified by email when the backup files are ready. and Unlimited editions available for an additional cost in: Professional edition User Permissions Needed to export data: “Weekly Data export” Your organization can sign up to receive backup files of your data. the Default Lead Creator (specified in the Web-to-Lead setup) will receive an email containing the additional lead information. if a new lead cannot be generated due to errors in your Web-to-Lead setup. Select the desired encoding for your export file. the contact data only includes the fields shared by contacts and person accounts. • If your organization uses person accounts and you’re exporting accounts. contact salesforce.
Enterprise. If you scheduled the export. rather than the position of the columns. has correctly entered the text into the overlay. If necessary. Salesforce CRM may require users to pass a user verification test to export data from their organization. you may have to make adjustments to the export file before viewing it. it will be deleted.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. Refreshing Dashboard Data available in: Group. Note: For security purposes. You have 48 hours to download the zip file from this page. the dashboard data refreshes for anyone else in your organization that has access to that dashboard.Salesforce.. click Start Export. Note that the words entered into the text box field must be separated by a space. after that. If you’re running the export now. zips them into one archive. This simple.. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Section 9-14. training & CertifiCation 25 . You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. Professional. users view the most current data. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. 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. the refresh automatically stops. after a refresh completes. weekly. click Refresh again. Furthermore.com Certified administrator – Study guide (Spring ‘11) 7. a Refreshing Dashboard field displays at the top right corner of the dashboard. When dashboard data is refreshing. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. When you refresh a dashboard. If your dashboard data does not refresh after 10 minutes. and emails you when the file is ready. Section 9-15. Salesforce CRM creates CSV files of your data. Unlimited. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. Click Refresh to replenish your dashboard with the most recent data. as opposed to an automated program. To pass the test. click Save. 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. field at the top right corner of the dashboard. text-entry test helps prevent malicious programs from accessing your organization’s data. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. Depending on the encoding selected.
To view the All Scheduled Jobs page. Click Refresh and choose Schedule Refresh..com Certified administrator – Study guide (Spring ‘11) In email applications that do not support HTML. Users can view the dashboard after they log in. • In the Preferred Start Time drop-down list. On the Dashboards tab. Schedule the dashboard refresh: • In the Frequency field. 4. from the drop-down button. Click Delete. Weekly. This functionality bypasses all security settings. 2. • In the Start and End fields.. giving all users who can view the dashboard access to data they might not be able to see otherwise. You can perform the following actions on the All Scheduled Jobs page next to a specific dashboard refresh: ▪ ▪ Click Edit to update the notification and frequency settings of all instances of the scheduled dashboard refresh.. • Click Others. from the drop-down button. the notification displays text that includes a link to the dashboard in Salesforce CRM. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. select a dashboard from the View Dashboard drop-down list. When you click the Daily. specify the dates during which you wish to schedule dashboard refreshes. To schedule a dashboard refresh: 1. click Setup | Monitoring | Scheduled Jobs. To delete a scheduled dashboard refresh: 1. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. or Monthly fields. Click Refresh and choose Schedule Refresh. The user in the Running User field determines the dashboard’s level of access to data... click the Find available options. more options display that allow you to refine the frequency criteria.. Click Del to permanently delete all instances of the scheduled dashboard refresh. Tip: Optionally. 5. to send an email that includes the refreshed dashboard to additional users.. Click Save to schedule the dashboard refresh. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. link to choose a preferred start time for the dashboard refresh. 2.Salesforce. 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. 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. 3. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab.. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: training & CertifiCation 26 . 3. select the frequency at which the dashboard refreshes.
and delete contracts apply an approved status to a contract Profiles administrator. then the dashboard will only refresh on months that have 31 days. edit. depending on how many other dashboards are scheduled to refresh at that time. Users must log in to Salesforce CRM to view S-control data displayed in real time. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. Dashboards refresh in the time zone of the user who schedules the refresh. Contract Manager administrator. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. Dashboards will not refresh as scheduled if the user in the Running User field does not have access to the folder in which the dashboard is stored. the dashboard will only refresh on months that have that specific day. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. and you schedule a dashboard to refresh every day at 2:00 PM.Salesforce. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. if you select 2:00 PM as your preferred start time. Contract Manager training & CertifiCation 27 . users must click the name of the first column on the table or the metric label. General User Permissions Permission Name Activate Contracts Approve Contracts Functions Controlled Change contract status to activate. Create. To send a dashboard refresh notification to other users. For example. After users receive dashboard refresh notifications in their email clients.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Your organization is limited to no more than 200 scheduled dashboard refreshes. To view the report that a table or metric dashboard component represents. Other users cannot access dashboards in your personal folders. General Permissions The following table shows the general permissions associated with each standard profile. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. if you schedule a dashboard to refresh on the 31st day of every month. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. If you want a dashboard to refresh on the last day of every month. For example. In HTML-formatted dashboard refresh notifications. choose “last” from the On day of every month drop-down list. if the Time Zone field on your user record is set to Pacific Standard Time. the dashboard must be in a public folder with access granted to others. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. If you schedule a dashboard to refresh on a specific day of every month. Dashboard components that include S-controls may not display in dashboard refresh notifications. the dashboard may refresh any time between 2:00 PM and 2:59 PM. For example.
Marketing User. When you convert to customizable forecasts. Contract Manager administrator. run. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Solution Manager. Solution Manager. Solution Manager. Marketing User. Marketing User. Marketing User. Standard User. Standard User. Contract Manager administrator. Marketing User. save. Contract Manager administrator. Standard User. edit.Salesforce. Contract Manager administrator administrator administrator administrator administrator. and delete reports. Marketing User. Standard User. read only. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. edit. Standard User. Contract Manager administrator. Contract Manager administrator. Solution Manager. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. activate. Solution Manager. Solution Manager. 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. this permission is not available for customizable forecasts. Solution Manager. and delete forecasts. and opportunities Profiles administrator.com Certified administrator – Study guide (Spring ‘11) Permission Name Convert Leads Functions Controlled Convert leads into accounts. this permission is only available for customizable forecasts. Standard User. Solution Manager. Contract Manager administrator. Standard User. Solution Manager. edit. and delete events Edit Forecasts Create. Solution Manager. Marketing User administrator. contacts. create. 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. Standard User. Contract Manager Create and Customize Reports View the reports tab. Standard User. Contract Manager administrator. Marketing User. create. Marketing User. and edit contracts install or uninstall appexchange packages from the appexchange Create. Marketing User. edit. Standard User. Marketing User.
Marketing User. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Marketing User. edit. Standard User. Standard User. Solution Manager. edit. Contract Manager administrator. read only. and delete workspace permissions in Salesforce CrM Content Create. 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 Self-Service reports Create and edit territories. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Standard Platform User. Set up email-to-Case. Solution Manager. Standard User. Create and edit account assignment rules. such as mass transfer of cases Create. Marketing User. add and remove users from territories. Contract Manager Mass Email Send bulk emails to contacts and leads. Manually assign accounts to territories. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator.Salesforce. edit. and delete custom fields in Salesforce CrM Content Create. Solution Manager. Contract Manager. Marketing User. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. run reports. Contract Manager administrator. Perform actions on multiple cases in a list view. Standard Platform one app User administrator. Marketing User. this permission is only available for customizable forecasts.” and “View Setup and Configuration” permissions) Set support business hours. 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.”“run reports. Solution Manager.com offline Run Reports View the reports tab. Standard User. and delete solutions that are accessible to the public on your self-service portal or website. read only. 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. Products show in Offline Specify if products and price books are available in force. edit the Support Settings. View dashboards based on reports training & CertifiCation 29 . Standard User. edit.
com Certified administrator – Study guide (Spring ‘11) Permission Name Send Email Functions Controlled Send email to a single contact or lead. 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. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. Marketing User. When you convert to customizable forecasts.Salesforce. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. edit. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. the “Show Customer Sidebar on all Pages” permission is not available. Send Stay-in-touch update emails Profiles administrator. That user will not be able to view the Contacts tab when selecting the custom app that contains it. For example. Mass transfer leads via the Mass transfer feature. if the Show Custom Sidebar Components on All Pages user interface setting is selected. this permission is only available for customizable forecasts. Standard User. including: Tab will not be visible Fields of that type will not be visible on other tabs Related lists of that type will not be visible on other tabs Search results will not return records of that type Report data for records of that type will not be available Merge fields of that type will not be available Custom links of that type will not be visible The only exception is within the setup area. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. displays your custom sidebar on all pages in Salesforce CrM. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. Contract Manager administrator. Marketing User. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. users with that profile will not see that type of data anywhere. Solution Manager. Solution Manager. you can specify the following user permissions: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Read – Users can only view records of this type Create – Users can read and create records Edit – Users can read and update records Delete – Users can read. and delete records Note: If you remove the “Read” permission from a profile. Standard User. training & CertifiCation 30 .
Once you have defined a custom report type. The Report Type Label can be up to 255 characters long.000 characters long. select the primary object from which you want to build your custom report type.com Certified administrator – Study guide (Spring ‘11) Section 9-17. • Enter a description for your custom report type. Search Fields The types of records you can search vary according to which edition you have.Salesforce. and fields. • After you save a custom report type. including those you do not have permission to view. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. Click New Custom Report Type. To define custom report types: 1. • Select the category to store the custom report type in. users can create custom reports from it. For example. see Overview of Profiles. Click Your Name | Setup | Create | Report Types. If you want to change the primary object. 3. You can search for information within any of the fields listed below. For example. you must define a new custom report type. The description can be up to 1. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. For more information on permissions. object relationships. 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. • All objects display in the Primary Object drop-down list. • Select a development status: training & CertifiCation 31 . Unlimited. then users can view their report results by All Accounts or My Accounts from report builder’s Show drop-down list. you can’t change the primary object associated with it. From the Primary Object drop-down list. The column lists fields searched in both the Sidebar Search and Advanced Search. ë Enter the Report Type Label and the Report Type Name field. The Report Type Name is used to refer to the component when using the Web services API. even if you do not have permission to view leads. Defining Custom Report Types available in: Professional. if you select accounts as the primary object for your custom report type. • The primary object you choose determines the views available to users creating or running reports from your custom report type. Enterprise. 2.
• A custom report type can contain fields available via lookup through four levels of lookup relationships. Accounts will display if they have no contacts. 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. salesforce. and that role’s parent role. ë Choose “Deployed” as the Deployment Status when you want to allow users to create and • Click Next. and the custom object is deleted. but select no fields from account owner. then the custom report type and any reports created from it will automatically be deleted. you can get the account owner. Each referenced object counts toward the maximum limit even if no fields are chosen from it. you cannot save the layout. the account owner’s manager. Furthermore. For example. • Next. ▪ 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. When entering a description for your custom report type. For example.Salesforce. For example. or as objects used to traverse relationships. we also recommend that you clarify how the object relationships affect report results.com recommends including with or with or without between object names so that users can easily understand what data will display in reports run from your custom report type. If you have too many fields. the manager’s role. For example. 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. run reports from the custom report type. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. When entering a name for your custom report type. all the referenced objects still count toward the limit of 60. and Opportunity Products. • You can add up to 1. giving four related objects. considering naming that report Accounts with or without Contacts. After deploying a custom report type. Making the status “In Development” hides the custom report type and any reports created from it from all users except those with the “Manage Custom Report Types” permission. consider describing that report as This allows you to report on accounts and their contacts. such as Accounts. Contacts.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. Furthermore. as sources of fields via lookup. 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. • A custom report type can contain up to 60 object references. change the Deployment Status back to “In Development” if you want to make more enhancements to it. Opportunities. for an account. see Managing Deleted Custom Objects and Salesforce Editions and Limits. ▪ training & CertifiCation 32 .000 fields to each custom report type. if you are defining a custom report type from which users can run reports that include accounts that may or may not have contacts. A counter at the top of the Page Layout step shows the current number of fields included. choose the object relationships a report can display when run from a custom report type. if you do a lookup from account to account owner to account owner’s role. These objects can be used as the main four objects.
To associate a contact. However. Unlimited.Salesforce. and add new fields.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ A custom report type’s Deployment Status will automatically change from “Deployed” to “In Development” if its primary object is a custom object whose Deployment Status changes from “Deployed” to “In Development. view the advanced campaign setup. View the detail page of the individual associated with the campaign. Select the campaign. In the Campaign History related list. View the detail page of the individual you want to link to the campaign. Unlimited. or person account. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. lead. Select the Status of the individual for the campaign. Note: The Campaign History related list shows the associated campaigns for a contact. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to update contact campaign history: “read” on campaigns anD “read” on contacts to update lead campaign history: “read” on campaigns anD “read” on leads to update person account campaign history: “read” on campaigns anD “read” on accounts and contacts For campaigns that elicit responses one-by-one. and click Save. you can manually link a contact. 4. Subscribers automatically receive these changes when they install a new version of the managed package. 7. developers cannot remove objects or fields from the report type once the package is released. click Add Campaign. 3. or run campaign reports. only designated Marketing Users with the appropriate user permissions training & CertifiCation 33 . Change the Status of the individual. click Edit next to the campaign name. However. lead. Any user can do this via the Campaign History related list on a contact. 6. To update the member status for a contact. or person account plus the individual’s current status on the campaign. and click Next. or person account to a campaign and update that individual’s campaign status. 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. or person account with a campaign: 1. Updating Campaign History available in: Enterprise. lead. lead. and click Save. such as via a phone call to a sales rep.” A developer can edit a custom report type in a managed package after it is released. Campaign FAQ available in: Enterprise. Section 9-19. In the Campaign History related list. users in your organization can view campaigns. lead. 2. or person account on an existing campaign: 5.
editing.csv). 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. Both contacts and leads can be associated with your campaigns as campaign members. or Cloning individual Campaign Members 50. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns.000 per import file 250 per list page 1 Section 9-20. Update & Add Members – Import File to edit campaign member status using an import file. In addition.Salesforce.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. 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.000 per report 50. not for marketing purposes. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. Displaying and Editing Campaigns available in: Enterprise. edit.000 per report 50. 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). or delete existing campaign members. 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. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. update. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: “read” on campaigns training & CertifiCation 34 . editing. The following tables describe additional methods to add campaign members. Edit Members – Search to view. and delete campaigns and configure advanced campaign setup. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search.com Certified administrator – Study guide (Spring ‘11) can create. or Cloning individual Campaign Members 50.
Use your browser’s Print function to print the display. In the lookup dialog. training & CertifiCation 35 . you can search for an existing campaign or create a new parent campaign. contact. You can click individual items to display additional detail. You can also click Save & New to save the current campaign and create another. You can also select a campaign name from the Campaign History related list of an associated lead. Editing Campaigns – To update a campaign. Printing Campaigns – To view a printable display of all information for the campaign.” or “Attended.com Certified administrator – Study guide (Spring ‘11) User Permissions Needed to change campaigns: “edit” on campaigns anD Marketing User checked in your user information Displaying Campaigns – Once you’ve located a campaign on the campaigns home or list pages. click Edit. If the record has already been tagged. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. Note: If your organization has enabled inline editing. or roles. If you have campaign hierarchies enabled. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. Leads. Note: If enabled by your administrator. If your organization has enabled collapsible page sections. 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. use the arrow icons next to the section headings to expand or collapse each section on the detail page. Tagging Campaigns – If tags have been enabled. attachments. click the campaign name to display detailed information. including activities. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. click Sharing. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. click Printable View on the campaign detail page. or person accounts with a campaign or to update the status of existing campaign members. Sharing – To share a campaign with other users. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. you can use the Parent Campaign lookup field to assign a parent to your campaign. you can edit fields directly on the detail page. click Back to list at the top of the campaign detail page.Salesforce. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. click one of the tag names to view a list of all records with that tag. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page.” “Responded. click Save. To return to the last list page you viewed. Creating Campaign Hierarchies – When creating or editing a campaign. groups.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. You can also click a related list hover link to jump down to the content of the related list without having to scroll down the page. 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. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. Tip: If your organization has enabled hover details. or person account. contacts. Linking Contacts. campaign hierarchies. related list hover links display at the top of each detail page. and then change the fields you want to update. When you’ve finished. Click more at the bottom of the page or View More below a related list to display more items. and the opportunities that resulted from the campaign.
Enterprise. Section 9-23. and attachments are also deleted. accounts. task. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. you can browse for and find solutions by category from the Solutions tab or when solving a case. Categorizing Solutions available in: Professional. This user will be listed on the case history for all actions that are system defined. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. Enterprise. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. Section 9-22. the Self-Service portal. or attachment cannot be restored via undelete. Deleting Cases available in: Group. All automated case actions will now have this new Automated Case User listed on the Case History. and solutions are not deleted with the case. Each solution can belong to more than one category. 3. training & CertifiCation 36 . The deleted case is moved to the Recycle Bin. and users with the “Manage Categories” permission. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. or attachment from a case and then delete the case. Click Save. 2. Unlimited. 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. When you delete a case. Once solution category browsing is enabled. Customers can also browse published solutions by category in public solutions. What is the Automated Case User used for? The Automated Case User is the user who will be listed in the Case History for all automated case actions in Salesforce. Administrators. any related items are also restored. follow these directions: 1. If you undelete the case. case comment. can categorize solutions prior to enabling solution categories for the entire organization. all users with the appropriate permissions can categorize solutions. the event. 4. Unlimited. click Del next to the case on the cases list page.com Certified administrator – Study guide (Spring ‘11) Section 9-21. Once your solutions are categorized.Salesforce. case comments. or click Delete on the case detail page. case comment. Click Edit to change any of the listed support settings. and the Customer Portal. all related events and tasks. Note: If you delete an event. Professional. Associated contacts. task. Click on Setup | App Setup | Customize | Cases | Support Settings.
This related list is not visible unless your administrator has defined and enabled categories. Optionally. Section 9-24. Unlimited. Professional. Note: You can create a custom report on solution categories. 3. Click New in the Custom Object Tabs related list. Select the custom object to display in the custom tab. Click a tab style to select the color scheme and icon for the custom tab. Unlimited. Click Hide styles which are used on other tabs to filter this list. 3.com Certified administrator – Study guide (Spring ‘11) If multilingual solutions is enabled for your organization. you have to modify the categories of its master solution.Salesforce. 5. solution category information is not available in list views. View the solution you want to categorize. Click Select Categories in the Solution Categories related list. If necessary. click Create a new custom object now and follow the instructions in Defining Custom Objects. they will be easier for users and customers to find. Professional. However. 4. as described in Defining Custom Objects. 2. To modify a translated solution’s categories. If you put solutions into only the most relevant categories. In the solution category hierarchy. 1. To later remove a category from a solution. click Deselect to remove a category from the 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. Enterprise. 4. The label of the new tab is the same as the plural version of the custom object label. click Select to add a category to the solution. and Developer editions User Permissions Needed to create and edit custom tabs: “Customize application” To define a new tab to display the data stored in your custom object records: 1. translated solutions inherit solution categories from their master solutions. 2. and Developer editions apex Page tabs available in: Group. For more information on how to enable category browsing. Repeat until you have added all applicable categories. Mouse over the style name to view the tabs that use the style. see Customizing Solution Settings. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. Click Setup | Create | Tabs. Click Save. training & CertifiCation 37 . Click the Tab Style lookup icon to display the Tab Style Selector. The categories on a translated solution are synchronized with the categories on the master solution. click Del in the Solution Categories related list on the solution detail page. a number enclosed in brackets  appears next to the tab style name. Enterprise. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. We recommend that you limit the number of categories to which a solution belongs. If you haven’t already created the custom object. If a tab style is already in use.
• Specify the custom apps that should include the new tab. The New Custom Tab wizard reappears. choose Default On. and click Next. The page layout controls which fields are visible and editable when users are entering data in the custom tab. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. Specify Tab Visibility. Salesforce CRM replaces it with a default multicolor block icon. or Tab Hidden from the drop-down list for each profile. and click Go! to find a document file name that includes your search term.com Certified administrator – Study guide (Spring ‘11) • Click Insert an Image. if the custom object displayed in the custom tab is named Expenses. Enter a description of the tab. an option is added to the Create New drop-down list in the sidebar so users with the “Create” permission can quickly create a new record. and click Next. training & CertifiCation 38 . • From the Open Activities related list of an associated record. • Select a file and click OK. tab visibility is automatically set to Default On. Specify which fields display to users in the key lists section of the custom object tab home page. • Alternatively. and select the image you want to use. For Enterprise. choose a custom link to use as the introductory splash page when users initially click the tab. click Search in Documents. an Expense option appears in this list. • Click Save. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. If you choose Default On or Default Off. click New Event. 6. Default Off. • Alternatively. if desired. For Professional Edition organizations. • 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. 9. and Developer Edition organizations. 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. enter a search term. 8. Unlimited. If the document used for the icon is later deleted. Default Off. or Tab Hidden from the drop-down list.Salesforce. 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. 7. Optionally. For example. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. Section 9-25. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. select Apply a different tab visibility for each profile and choose Default On. Default Off. click New Event. select the document folder.
3. such as a weekly staff meeting that occurs every Monday at 11:00 a. Optionally.com Certified administrator – Study guide (Spring ‘11) • On the day view of the calendar. training & CertifiCation 39 . Select the Create recurring series of events checkbox. select Create recurring series of events to specify how often the event repeats. select the users to invite and click New Event. This topic describes how to complete the Recurrence section on the New Event page. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Note: Depending on the type of series you’re creating. click on a time to create an event for that time. Spell checker does not support double-byte languages. and end date and time.m.Salesforce. start date and time. Note that the Check Spelling button must be enabled by your administrator. Enter the details of the event such as subject. • On a multiuser calendar. click Check Spelling to spell-check the contents of the Description field. Set the start date and end date. Optionally. 2. 1. or resources are invited. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. Optionally. Alternatively. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. Once you’ve created the recurring event series. such as Japanese. 2. • On the week view or the month view of the calendar. Note: If multiday events are enabled for your organization. Once you’ve created the recurring event series. Click Save. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. you can create events that last up to 14 days. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 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. Optionally. click Add Invitees to make the event a group event to which users. Select the frequency of recurrence. 4. 5. leads. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. click the Add Event Icon ( ) next to a date to create an event on that date.
name of the field that determines what picklist values are available for the record. the activity belongs to the global division. additionally. the number identifying the meeting. and Developer editions. this field is for online meetings only. Planned end date and time of the event. exported data files will always contain private events. or contacts. this value is automatically inherited from the related account. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. users with sharing access to the record can click it to view more details. or custom object. enter the password that meeting attendees should use to log in to the online meeting. campaigns. Picklist that determines how this event appears when another user views your calendar: busy. lead. You can enter the name of the person or use the lookup icon to select the name. this field is for online meetings only and is not available for trial meetings. leads. amounts display in the activity currency and are also converted to the user’s personal currency. accounts. this field is not available in Personal edition. including modification date and time. users with sharing access to the record can click it to view more details. User who created the event. this field is automatically filled in with the value from the corresponding contact or lead record. the length of a timed event in hours and minutes. available only for organizations that use multiple currencies. Contact or lead associated with the event. this field appears only if multiday events are disabled. or choose a date from the calendar that displays when you put your cursor in the field. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. Division to which the activity belongs. You can enter a date. if any. By default.Salesforce. enter a user’s name or select a user with the lookup icon. this field is for online meetings only. to assign the event to another user. this field appears only if multiday events are disabled. this field is for online meetings only. contracts. you can add the current time by clicking the time link next to the field. Private events cannot be associated with opportunities. available in enterprise. case. or free time. such as an account. assigned owner of the event. users with the “View all Data” or “Modify all Data” permission can see private event details in reports and searches or when viewing other users’ calendars. including creation date and time. opportunity. (read only) Planned date of the event. this field can hold up to 32KB of data. this field cannot be set for group events or when adding or modifying an event in another user’s calendar.com Certified administrator – Study guide (Spring ‘11) Event Fields Field Activity Currency All Day Event Assigned To Attendee URL Contact or Lead Created By Date Description the default currency for all currency amount fields in the activity. this field only displays if you have the “read” permission for that type of record. this field appears only if multiday events are enabled. cases. Webex meeting type. User who last changed the event. or custom object. this field is automatically filled in with the value from the corresponding contact or lead record. Link used to attend an online meeting. Unlimited. the record that the event is associated with. Description Division Duration Email End Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As training & CertifiCation 40 . the email address of the contact or lead associated with the event. this field only displays if you have the “read” permission for that type of record. However. this field is not available in Personal edition. Checkbox that specifies whether the event lasts all day. available only in organizations that use divisions to segment their data. text note describing the event. (read only) Location of the event. otherwise. optional field that allows users invited to a group event to enter a note when they accept or decline the event. this option is not available when you associate the event with a lead instead of a contact. the phone number of the contact or lead associated with the event. the event is assigned to the creator. out of office.
such as making phone calls or sending mail. time of a planned event. entry describing subject of activity.. drop-down menu in the sidebar. • Click Task from the Create New. but cannot see any other information about the nature of events in the user’s calendar. type of the event.” • Optionally. additionally. • Click New Task from the Open Activities related list of an associated record. Click Save. follow these steps: 1..Salesforce. Note that the Check Spelling button must be enabled by your administrator. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. each picklist value can have up to 40 characters. Hide Details – Others can see whether the user is available at given times. enter any dial-in instructions or details. this field appears only if multiday events are enabled. You can add the current time by clicking the time link next to the field. click Check Spelling to spell-check the contents of the Comments field. this field is for online meetings only. • 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. To create a new task. To get started: • Click New from the My Tasks section of the Home tab. 2. Section 9-26. Choose a Webex teleconferencing service. 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. 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. 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. see “Creating Group Tasks. select Make this the default setting.” You can enter a subject or select from a list of previously defined subjects. 3. or click Save & New Event to save the task and begin creating an event. To save the current state of the checkbox as your personal default. click Save & New Task to save the task and begin creating another new task. training & CertifiCation 41 . such as email or Meeting. such as “Meeting. this field appears only if multiday events are disabled. 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. Alternatively. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users.
users can insert events in other users’ calendars. Note: By default. manage. users can insert events in other users’ calendars. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy... For example. users. • If your organization has territory management. to specify the set of records to search. 4. 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. training & CertifiCation 42 . edit. click Edit next to the View drop-down list. To create a new view. In general. depending on the kind of record. Specify Filter Criteria Filter by Owner These options vary.” To change this setting: 1. leads with a specific Lead Source. 2. and edit list data. Hide Details and Add Events – In addition to the sharing levels set by Hide Details.com Certified administrator – Study guide (Spring ‘11) 2. Show Details – Users can see detailed information about events in other users’ calendars. click Create New View at the top of any list page or in the Views section of any tab home page.” Section 9-27. Enter the name to appear in the View drop-down list. 3. or opportunities above a particular Amount. Click Setup | Administration | Security Controls | Sharing Rules | Edit. Select the appropriate drop-down value for “Default Calendar Access. select All. you can use additional tools to customize. leads. create a list view of accounts in your state. 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. this setting is set to “Hide Details and Add Events. • Price book list views can be restricted by price book. 2.. Fill in the following: 1. documents. navigate. • Activity list views have several options. To edit or delete any view you created. account and opportunity list views can be restricted by My Territories or My Territory Teams. You can create new list views to see a specific set of records such as contacts. My Territories means records associated with territories to which you belong.Salesforce. There may be additional options: • Lead and case list views can be restricted by queue.. or My. Enter View Name. You can also create views of contacts. or campaigns. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. Show Details and Add Events – In addition to the sharing levels set by Show Details. or cases to use for mass email recipient lists.
Select --Current-. This option is disabled if you aren’t searching all records. such as Lead Source equals Web. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. When you select a long text area field. You can also use special date values in your filter criteria. select Visible to certain groups of users. you’ll receive an error when attempting to save the list view.to show records in your current working division. Alternatively. choose the type of group or role from the drop-down list.Salesforce. users must also have the appropriate “Read” permission on the type of records within the list view. This option is not available in Personal Edition. and click Add. specify whether everyone or just you can see the custom view. role. To create list views that only your Salesforce CRM users can see. 4. Use the arrows to arrange the fields in the proper sequence. specify conditions that the selected items must match. select the group or role from the list below it. Select Fields to Display The default fields are automatically selected. select the division that records in the list view must match. You can display only the fields that are available in your page layout. To add or remove fields. select Visible to certain groups of users. up to 255 characters are displayed in the list view. Unlimited. or role including all users below that role to see the custom view. 3. To see a list view. and then share it with the All Internal Users group or a selected set of internal groups and roles. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. select a field name and click the Add or Remove arrow. Filter by Additional Fields Optionally. 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. and Developer Edition users can specify a public group.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. Enterprise. training & CertifiCation 43 . You can choose up to 15 different fields to display in your view. To share the list view.
activity does not have a green sheet. note that your administrator may have customized the name of this field. applies only to tasks. the event is the original group event assigned to the event host. the event is marked as an all-day event. and Developer Editions. enter “Closed equals True” and “Won equals False. Click Save. not tasks.com Certified administrator – Study guide (Spring ‘11) When implementing a customer portal. task is still open. the task has been closed. Click the lookup icon to choose the value “True” or “False. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM edition you have.Salesforce. applies only to events. In addition. Campaign is inactive. not events. such as in a list view or report or when mass-deleting records. to show all opportunities you’ve won. you can use special picklist values for your search criteria. Unlimited.” For example. Activities: Closed Campaigns: Active training & CertifiCation 44 . the account is a partner account or the lead or opportunity owner is a partner user. the account is a business account. this field displays as the person account icon. applies only to events. the account is not a partner account or the lead or opportunity owner is not a partner user. 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. These are special picklists with values of either “True” or “False. 5. the lookup icon automatically displays when you choose to filter on one of the special picklists. the event has a specific time. The view appears in the View drop-down list so you can access it later. not tasks. that is. activity is a task. you can view only those fields that are visible in your page layout and field-level security settings. (Field-level security is available only in Enterprise. enter “Won equals True” as your search criteria. activity is an event. To return to the last list page you viewed. not an event. Campaign is active and can be chosen from various campaign picklists. click Back to list at the top of any detail page. When creating filter criteria. 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. you can manually enter “True” or “False” in the filter criteria. Note: The information you see in list views is only the data to which you have access— records you own or have read or read/write access to.) Archived activities are not included in activity list views. the event is the meeting invite sent to another user for a group event. the task Status field has a “Closed” value. To show all closed/lost opportunities.” Note: If you are creating filter criteria for a report or list view. records that have been shared with you.” Alternatively. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. such as in the campaign import wizards. leads. Note: You can rename an existing list view and click Save As to save the criteria of the list view without altering the original view. or records owned by or shared with users in roles below you in the role hierarchy.
” Case has been closed. that is. the opportunity is still open. the partner for the opportunity has been marked as the primary partner.com Certified administrator – Study guide (Spring ‘11) Special Picklist Field Value Cases: Closed true false true false Cases: New SelfService Comment Cases: Open (Only for reports) Cases: Self-Service Commented Contacts: Email Opt Out Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out true false true false true false true false true false true false true false true Leads: Unread false true Opportunities: Closed false Opportunities: Primary (Only for Partner Opportunities report) Opportunities: Private false true Opportunities: Won false true Products: Active false Product: Has Quantity Schedule Product: Has Revenue Schedule Solutions: Visible in Self-Service Portal true false true false true false true false true Description the case is closed. Case does not have a Self-Service comment. Product has a default revenue schedule. the contact is enabled to log in to your Self-Service Portal. Case does not have a new Self-Service comment.Salesforce. the contact may receive mass email. the case Status has a value that is not equivalent to “Closed. the Stage field may have a value of the type open or Closed/Lost. Case has a new comment added by a Self-Service user. Product does not have a default quantity schedule. the contact cannot be included in a mass email recipient list. the Private box on the opportunity is not checked. the contact is not enabled for Self-Service. the partner for the opportunity has not been marked as the primary partner. Case has not been escalated. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the case Status field has a “Closed” value. the opportunity has not been won. the lead has not yet been viewed or edited by the owner since it was assigned to that user. the Stage field has a value of the type Closed/Won. the lead may receive mass email. that is. the opportunity is closed. Product does not have a default revenue schedule. Cases: Escalated training & CertifiCation 45 . the Stage field has a value of the type Closed/Won or Closed/Lost. Product has a default quantity schedule. the opportunity owner has checked the Private box on the opportunity edit page. Case has been automatically escalated via your organization’s escalation rule. Case has a comment added by a Self-Service user. the lead cannot be included in a mass email recipient list. the opportunity is closed and won. Case is still open. that is. Product is inactive and cannot be added to opportunities. the case is open. the lead has been viewed or edited at least once by the owner since it was assigned. the lead has been converted. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the lead has not been converted. that is. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations.
com customers advertise online with Google AdWords as a mechanism to generate leads.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. Salesforce CRM and Google AdWords Connecting Salesforce CRM with Google AdWords lets you track the effectiveness of your online advertising investments. User is not enabled to manage campaigns.com offline. Enabling Territory Management available in: Enterprise. the translated solution has not been updated to match the master solution with which it is associated. User can manage campaigns. the translated solution has been updated to match the master solution with which it is associated. including Google. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. and Developer Editions. that is. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM.com. 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 .google. Unlimited. Section 9-29. After you’ve completed the prerequisites. Users: Active Users: Offline User Users: Marketing User User: Is Partner Note: The special picklists you can view are only those that are visible in your page layout and field-level security settings. contact salesforce. User is inactive and cannot log in. Many salesforce.com) is an online advertising service used to create advertisements that display on major search engines. User has access to use force. User is a partner user. User is not a partner user. you’ll be ready to turn on territory management for your organization. Solution is not reviewed.com offline use. User is not enabled for force. With Salesforce CRM and Google AdWords. Unlimited. User is active and can log in. (Field-level security is available only in Enterprise. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. the solution Status field has a “reviewed” value. To request territory management for your organization. Google AdWords What is Google AdWords? Google AdWords (http://adwords.Salesforce.) Section 9-28.
When you publish a PowerPoint file.Salesforce. Salesforce.com provides a link to Adobe’s website where you can download Flash for free. If presentation assembly is disabled after presentations have been created. Unlimited. 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. Note: When you create. or you can browse all slides published into your workspaces. Salesforce. sales opportunities. on the content details page click Edit | Edit Presentation. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. version 9. You can publish the presentation to a public workspace or keep it in your personal content area. 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. 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. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. it may time out. or modify a presentation. click the Workspaces tab and then choose Create New | Presentation. Note: Working with presentations requires Adobe Flash® Player. Depending on whether you want to create. use one of the following options: Note: The following options are only available if Enable presentation assembly is selected on the Setup | Customize | Salesforce CRM Content | Settings page.5 or higher.com does not delete existing presentations but they cannot be customized or modified. In Salesforce CRM Content. If you do not have Flash installed. copy. In this case. on the content details page click Clone & Customize. Enterprise. clone & customize.com Certified administrator – Study guide (Spring ‘11) ▪ ▪ Analyze which keywords and advertisements are generating leads. training & CertifiCation 47 .11. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. Professional.0. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. or modify a presentation. • To create a new presentation. • To modify a presentation and save it as a new version. To work with presentations: 1. Group. • To create a new presentation by copying an existing presentation. 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.
Click a suggested tag to add it to the Tags field automatically. Click a tag to add it to the Tags field automatically. Optionally. hover over a slide and click the presentation icon ( that use that slide. f. Note: Some slide thumbnails may not be visible or may only be partially visible. d. assign or change the presentation’s name. If you are modifying the presentation. • In search results. You can re-upload the slide if you want the thumbnail to be visible. hover over a document and click the garbage can icon ( document from the presentation you are assembling. In the Save or Publish Content dialog: 4. b. only content associated with that language is displayed in the search result set. for example if your work is still in progress. click a file or slide to preview it in the lower half of the window. ë If your administrator assigned the guided tagging rule. click Save. add or modify the presentation’s description. When you are done assembling your presentation. Salesforce CRM Content associates your content with your personal language setting. choose that author from the drop-down list.com Certified administrator – Study guide (Spring ‘11) 2. hover over a presentation and click the slides icon ( presentation. Choose Add to presentation or Hide preview as needed. e. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. suggested tags. • In search results. select a specific workspace to search or enter a search term in the text box before clicking either button. As you type a tag. complete the Reason for Change field. you can enter tags in the Tags field. 5. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. If you do not want the presentation to be visible to other users in your organization. • Click Clear at any time to revert your changes. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. Optionally. Tag your content. When you select a tag it turns green. 3. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. The following options help you assemble your presentation: • In search results. choose Save in my personal workspace. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. you must choose from the list of training & CertifiCation 48 . If users restrict their content searches to a particular language. but you can click on them to see the preview in the lower half of the window. If you do not choose a language. Select a workspace. choose a language. To publish the content on behalf of another author.Salesforce. c. tags or enter a new tag. 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. a. The Language drop-down list is displayed if multi-language support is enabled. To refine your results. click Cancel to return to your starting point. Your tagging permission depends on the tagging rule assigned to the workspace: ë If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule.
If multiple content types are available. Other names used herein may be trademarks of their respective owners. but that doesn’t delete the tag. salesforce. You can then view the content details page. Salesforce.com. inc.salesforce.com and the “no software” logo are registered trademarks of salesforce. and salesforce. The case of the original tag is always used. h.com. ë Tags are case insensitive.. return to the Workspaces tab. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. CA.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. 94105 United States 1-800-NO-SOFTWARE www. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. inc. Sg_Certifiedadmin_Spring11_2011-03-16 . Click Publish. choose one from the drop-down list. g. The content type determines which custom fields appear for you to categorize and define your content.ë You can’t change or delete tag names.com owns other registered and unregistered trademarks. You can’t have two tags with the same name even if they use different upper and lowercase letters. All rights reserved. or publish another file. You can remove tags from a document.
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