Salesforce.

com Certified Administrator

Study Guide
Summer ‘10

training & CertifiCation

Salesforce.com Certified administrator – Study guide (Summer ‘10)

Contents
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................13 Custom field types .........................................................................................................................................14 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................20 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................23 refreshing Dashboard Data ........................................................................................................................24 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................30 Defining Custom report types ..................................................................................................................30 Updating Campaign History .......................................................................................................................32 Displaying and editing Campaigns ..........................................................................................................33 Deleting Cases...................................................................................................................................................34 What is the automated Case User used for?.........................................................................................35 Categorizing Solutions ..................................................................................................................................35 Creating Custom object tabs .....................................................................................................................36 Creating events .................................................................................................................................................37 organization-Wide Default Sharing rule for Calendar access ......................................................40 Creating Custom List Views .........................................................................................................................40 enabling territory Management................................................................................................................45 google adWords ..............................................................................................................................................45 Creating and Modifying Presentations in Salesforce CrM Content ............................................45

training & CertifiCation

Salesforce.com Certified administrator – Study guide (Summer ‘10)

Section 1.

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

Purpose of this Study Guide

Section 2.

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

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

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

▪ ▪ ▪ ▪

training & CertifiCation

Salesforce.com Certified administrator – Study guide (Summer ‘10)

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

Weighting
3%

training & CertifiCation

2

com Certified administrator – Study guide (Summer ‘10) Identity Confirmation (setting login restrictions) Describe the identity Confirmation feature Describe the differences between logging in through the aPi versus the Ui explain the concept of Login Hours and Login iP ranges add and delete an iP range Describe the methods to allow access to the application 2% Navigation – User Interface (UI) Settings identify specific areas of the Salesforce Home tab Configure Search settings for your organization Customize the tabs a user can access or select from tab settings Locate. Locale. customize. Currency. identify.Salesforce. and explain the Ui features an administrator controls 3% Organization Administration List what information is included in the Company Profile List the places where Currency is specified Describe the effect of changing your company’s default time Zone. and Language Describe the effect of enabling the Custom fiscal Year setting Create and manage letterheads and email templates 5% Customization Describe a Profile explain what a Profile controls List the Standard Profiles List the features available for managing profiles evaluate when to create a Custom Profile explain the differences between a Custom field and a Standard field List the different types of Custom fields Set up a Custom field Map Custom Lead fields re-label a Standard object List objects for which you can enable fields History tracking Define the dependencies when using a Dependent Picklist Create and modify a Dependent Picklist Describe the capabilities of Custom Lookup fields Create and modify a Lookup field Describe the capabilities of formula fields Create and modify a formula field Describe roll-up Summary fields Create and modify a roll-up Summary field Describe the elements within a Page Layout Create and modify a Page Layout Create. and print a List view Customize a related List Describe how to use record types Create and modify a record type List the objects that require a business process explain how field-Level Security affects page layouts and visibility Set up field-Level Security 17% training & CertifiCation 3 .

and test the approval Process identify the settings in creating Workflow approval Processing 3% Data Validation Define Data Validation List common use cases for Data Validation Describe when Data Validation rules are enforced Create Data Validation rules 3% Data Utilities Describe the function of an external iD List and describe the different tools and use cases for data migration Update existing data via import Define when to use the Data Loader List the functions of the Data Loader Mass Update records 5% training & CertifiCation 4 .com Certified administrator – Study guide (Summer ‘10) 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. modify.Salesforce.

and corresponding auto-response rule Measure Campaign results Describe the process and effects of converting a Lead 5% Service & Support Administration Define a Case Describe use cases for Case Hierarchies Describe how to use Case Queues to manage Cases Describe how to use a Case assignment rule to assign and route Cases Describe use cases for Web-to-Case Describe uses cases for email-to-Case Describe the functionality of the Case escalation rule Describe the functionality of the Case auto-response rule Describe the functionality of the Business Hours 5% training & CertifiCation 5 . assignment rule.Salesforce.com Certified administrator – Study guide (Summer ‘10) Data Utilities (continued) Mass Delete records Describe the capabilities of the recycle Bin request and download a weekly export explain how Salesforce allocates storage 5% Analytics Describe the administrative restrictions on Standard reports run a Standard report Create a Custom report Search for Custom reports and Dashboards explain the differences among report types explain Custom report types Create charts to display report results Use advanced filter criteria to narrow report results Create Custom Summary formulas for Summary reports Choose settings for Conditional Highlighting Describe the capabilities and purpose of a Dashboard List Dashboard component types Create a Dashboard and add components to it Print and export reports email and schedule reports and Dashboard refresh Define running User and how it affects the Dashboard results 13% Marketing Administration Define a Campaign Describe when to use Campaign Hierarchies Create a Campaign targeting both existing customers and new Leads List the features used to create an automated Campaign List the methods to associate Leads and Contacts to a Campaign Describe how to use Lead Queues to manage Leads Describe how to use a Lead assignment rule to assign and route Leads Describe the use cases for Web-to-Lead Describe the functionality of a Lead auto-response rule Build a Lead Queue. Web-to-Lead.

but should be used to become familiar with the types of questions on the exam. These questions are not designed to test your readiness to successfully complete the certification exam. 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. including Business Hours. The actual exam questions may be more or less difficult than this set of questions. Sample Exam Questions training & CertifiCation 6 . Web-to-Case. assignment rule. The following questions are representative of those on the Salesforce. Applications.com Certified Administrator exam. 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.Salesforce. escalation rules. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6.com Certified administrator – Study guide (Summer ‘10) Service & Support Administration (continued) Configure the settings and rules for Case processing.

Refresh their browser. D. B.) A. 3. D. Logout. C. B.com Certified administrator – Study guide (Summer ‘10) 1. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. What must end users do to see this change? A. An administrator changed the organization’s default language from English to Spanish.Salesforce. What must an Administrator do to enable Advanced Currency Management for an organization? A. then log in again. B. E. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 .com Enable Customizable Forecasting Enable Multiple Currencies 6. B. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. D. F. C.) A.) A. Who may be assigned a workflow task? (There are five correct answers. B. Purchase Unlimited Edition licenses Request a feature license from salesforce. C. C. D. C. Nothing—they’ll see the application in Spanish immediately. D. C. D. Sales User Marketing User Invoice Manager Contract Manager 4. 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. Change their language personal preference to Spanish. Which profile is a standard Profile? (Select all that apply. B.

Salesforce. The following information is drawn from Help & Training in Salesforce CRM and is provided as supplemental study material. there is a maintenance fee of $100 to keep the certification current for the following year. B. Section 9-1. D 1. All certifications include access to new release content for subsequent releases. Security and Identity Confirmation To help protect your organization’s data against unauthorized access.com Connect for Outlook. along with the associated exams. If IP address restrictions are defined for the user’s profile. Maintaining a certification requires successful completion of release-level certifications for the major Salesforce CRM releases throughout the year. B 5. After 1 year. B.com Certified Administrator exam. A. Salesforce CRM then checks whether the user’s profile has IP address restrictions. 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. F Section 8. Force. you can set a list of IP address ranges from which they can log in. Salesforce CRM confirms the login is authorized as follows: ▪ ▪ ▪ Salesforce CRM checks whether the user’s profile has login hour restrictions. you can set the hours when users can log in and the IP addresses from which they can log in.com Connect Offline. the API. C. D 4. you can restrict users’ ability to log in to Salesforce CRM by customizing User Profiles and your organization’s list of trusted IP addresses. 2. Force. 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. When users log in to Salesforce. E. Maintaining a Certification Section 9. please study the material in the ADM 201 Administration Essentials student manual and this supplemental material. D. or a desktop client such as Force. C 3. Certified salesforce. C Answers to Sample Exam Questions 6. Organization-Wide Trusted IP Address List For all users. Force. Note that this material is complementary to the ADM 201 Administration Essentials course materials and does not cover the same material. or the Data Loader.com professionals will be notified automatically when new release content and exams become available.com Connect for Office. Supplemental Study Material Profile-Based Login Hours and IP Addresses For each profile. If login hour restrictions are specified for the user’s profile. training & CertifiCation 8 . If profile-based IP address restrictions aren’t set. either via the user interface. any login from an undesignated IP address is denied and any login from a specified IP address is allowed. any login outside the specified hours is denied. A. the login is allowed.com Connect for Lotus Notes. for 1 year.com Certified administrator – Study guide (Summer ‘10) Section 7. In preparing for the Salesforce.

For access via the API or a client. API and desktop client users cannot log in to Salesforce CRM unless their IP address is included on your organization’s list of trusted IP addresses or on their profile. For example. However. 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. Whenever a login is blocked or returns an API login fault. if the security token is enabled for your organization. if their profile has IP address restrictions set. Salesforce CRM sends a new security token to the email address on the user’s Salesforce CRM record. as defined in your organization’s login lockout settings: ▪ ▪ Each time a user is prompted to click the Send Activation Link button Each time a user incorrectly adds his/her security token to the end of his/her password to log into the API or a client training & CertifiCation 9 . if a user’s password is mypassword. After 24 hours. 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. If single sign-on is enabled for your organization. For more information on API login faults. or has the password reset.com Web Services API Developer’s Guide. 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. Users can obtain their security token by changing their password or resetting their security token via the Salesforce UI. • If the user’s login is from neither a trusted IP address nor a browser with a Salesforce cookie. the login is allowed. 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. changes the password. users must add their security token to the end of their password to log in. then the user must enter mypasswordXXXXXXXXXX to log in. the login is blocked. 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 security token is valid until a user resets the security token. A security token is an automatically generated key from Salesforce CRM. then your organization’s login lockout settings determine the number of times a user can attempt to log in with an invalid security token before being locked out of Salesforce CRM. the user’s security token is automatically reset.Salesforce. Salesforce CRM must verify the user’s identity: ▪ ▪ For access via the user interface. the single sign-on authority usually handles login lockout policies for users with the “Is Single Sign-On Enabled” permission. 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. When a user changes his/her password or resets the security token. and the security token is XXXXXXXXXX. the activation link expires and users must repeat the activation process to log in. Tips on Setting Login Restrictions Consider the following when setting login restrictions: ▪ ▪ ▪ ▪ When a user’s password is changed.com Certified administrator – Study guide (Summer ‘10) • If the user’s login is from an IP address in your organization’s trusted IP address list. 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.

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

Enabling custom fiscal years impacts your reports. a. Managing Email Templates available in: All editions Mass email not available in: Personal and Group editions HtML email not available in: Personal edition User Permissions Needed to create or change HtML email templates: to create or change public email template folders: “edit HtML templates” “Manage Public templates” You can create four different types of email templates: 1. Actual b. define your fiscal year. 3. Run and export these reports to Excel: • Opportunity Pipeline • Quarterly Forecast Summary • Quota vs. click OK. Once you’ve enabled custom fiscal years. click Cancel. Visualforce – Administrators and developers can create templates using Visualforce. generate weekly export data. See “Creating Visualforce Email Templates.Salesforce. and attached files. 4. 4. Click Enable Custom Fiscal Years. Click Setup | Company Profile | Fiscal Year.com Certified administrator – Study guide (Summer ‘10) To enable custom fiscal years: 1. Back up your current data. Warning: Custom fiscal years cannot be disabled once enabled. quotas. We suggest you generate weekly export data because changing the fiscal year will cause fiscal periods to shift. Do not enable custom fiscal years unless you understand and are prepared for all the implications. merge fields. If you understand the effects of enabling custom fiscal years and you’ve exported all your data. If you aren’t certain you want to enable custom fiscal years. Optionally.” All these email templates can include text. Text – All users can create or change text email templates. 3. Section 9-4. Visualforce email templates allow for advanced merging with a recipient’s data. 2. and other date-sensitive material. where the content of a template can contain information from multiple records. You must either know HTML or obtain the HTML code to insert in your email template. forecasts. You can use email templates when you send an email from the Activity History related list of a record and when you send mass email. 6. 2. Select Custom Fiscal Year. training & CertifiCation 11 . Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email templates without using a letterhead. This change will affect opportunities and forecasts organization-wide. 5. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email templates based on a letterhead.

Click Clone to clone a template.” 12 ▪ ▪ ▪ ▪ training & CertifiCation . If you have the “Manage Public Templates” permission. you can click [Change] next to the Author field to select a different author. Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails. For more information. If you select an image logo or other graphic file.com recommends that you leave the text-only version blank. For Visualforce templates: • Click Edit Template to change the markup of the template page. click Setup | Communication Templates | Email Templates. Email templates used in the following features must be both public and active: ▪ ▪ ▪ ▪ ▪ ▪ ▪ Web-to-Lead Web-to-Case Email-to-Case or On-Demand Email-to-Case Assignment rules Escalation rules For text templates. • Click Preview to view a sample of the template markup populated with data from your records. see “Cloning Email Templates. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. Initially. subject. • Alternatively.” If “Developer Mode” is enabled. click Show Dependencies to see what components the template references.com Certified administrator – Study guide (Summer ‘10) To manage your personal email templates. From any Email Templates page: ▪ The Visualforce Attachments related list indicates which attachments are being generated through Visualforce markup. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. or merge fields. click Edit to change the message content. If you have permission to manage public email templates. Note: Salesforce. the author is the person who created the email template. the text-only version is automatically generated when you edit the HTML version. make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. ▪ Click Attach File from the Attachments related list to add an attachment to the template. click Setup | Email | My Templates. Salesforce CRM automatically creates the text-only content based on the current HTML version.Salesforce. • Click Edit Text Version to change the content or merge fields of the text-only version. You can also send an email preview. When you leave the text-only version blank. To select a file: • Click the Search in Documents link to search for files in the Documents tab. The attached file is included in every email that uses the template. see “Understanding Dependencies. For more information. Click Delete to remove the template. If you leave the text-only version blank. edits to the HTML version are not reflected in the text-only version. If you choose not to leave the text-only version blank and instead manually create a text-only version.

and solution Status. These record types are called person account record types. and when synchronizing data or importing personal data. lead processes. email and mail merge templates. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. The most restrictive field access settings of the two always apply.Salesforce. case Status. and you can create additional person account record types. and solution processes: opportunity Stage. Record types can be used in various ways. the Salesforce CRM customer portal. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. 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. available in: Enterprise. the Salesforce CRM partner portal. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. Managing Record Types available in: Enterprise.com Connect Offline. 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. picklist values. You cannot deactivate a record type if it is in use by an email routing address for Email-to-Case or OnDemand Email-to-Case. custom links. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access.com Certified administrator – Study guide (Summer ‘10) Section 9-5. Unlimited. Lead Status. For example. and page layouts to different users based on their profiles. the field-level security overrides the page layout and the field will be read only for the user. if a field is required in the page layout and read only in the field-level security settings. You cannot delete all the record types for an object if the object is referenced in an Apex Code script. list views. Unlimited. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes. Important: The following user permissions override field-level security: ▪ ▪ “Modify All Data” “View All Data” 13 training & CertifiCation . Setting Field-Level Security ▪ ▪ Section 9-6. and offer different picklist values for each. reports. You can change the name of this record type. search results. Force. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. Person accounts are account records to which a special kind of record type has been assigned. support processes.

use “true” for checked values and “false” for unchecked values. Click Save. Set the fields that display in search results. hidden. click a tab or activity link. When using a checkbox field for a report or list view filter. click View next to the tab you want to modify. Verify users’ access to fields by checking the field accessibility grid. read only. ë Select a profile to change the field access for users with that profile. in lookup dialog search results. This process reduces the number of page layouts for you to maintain.Salesforce. allows users to check a box indicating a true or false attribute of a record. After setting field-level security for users based on their profiles. the maximum length of any auto-number field is 30 characters. Note: These field access settings apply throughout Salesforce CRM. or editable (visible without read only) for users based on their profile. To define field-level security: 1. Specify whether the fields should be visible. ë Select the field you want to modify. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. then use page layouts primarily to organize detail and edit pages within tabs. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. ë In the Field-Level Security section. ë Click Set Field-Level Security. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. and in the key lists on tab home pages.com Certified administrator – Study guide (Summer ‘10) ▪ “View Encrypted Data” You can define field-level security from a profile or from a particular field. and then click Edit. 20 of which are reserved for prefix or suffix text. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. and then click Fields. Custom Field Types The first step in creating a custom field is choosing the type of field. 2. training & CertifiCation 14 . They also may be visible to users even though they reference fields your users can’t see. ▪ ▪ Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. Below is a description of each custom field type: Field Type Auto Number Checkbox Description automatically assigns a unique sequential number to each record. you can: ▪ Create page layouts to organize the fields on detail and edit pages. The settings also override any lessrestrictive field access settings on the page layouts. Section 9-7. 3. Universally required fields always display on edit pages regardless of field-level security. Tip: Use field-level security as the way to restrict users’ access to fields.

for example. Salesforce CrM automatically formats it as a phone number. or symbols that are stored in encrypted form. allows users to enter a date or pick a date from a pop-up calendar. Creates a relationship between records where the master record controls certain behaviors of the detail record. for example. to enable encrypted fields for your organization. Users can click on the field to launch their email program and send an email to that address. this field is treated as a real number. or roll-up summary fields. in reports.com Certified administrator – Study guide (Summer ‘10) Field Type Currency Date Date/Time Description allows users to enter a currency amount. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. allows users to enter up to 255 characters that display on separate lines similar to a Description field. the time of day includes aM or PM notation. these fields display each value separated by a semicolon. “10”. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. Creates a relationship between two records so you can associate them with each other. you can limit the data by specific dates and times using any custom date field. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a pop-up window. a lookup relationship has no effect on record deletion or security. you can limit the data by specific dates using any custom date field. for example. you can create a custom hierarchical relationship field to store each user’s direct manager. Text Text (Encrypted) Text Area training & CertifiCation 15 .com recommends that you don’t use a custom phone field for fax numbers. and the lookup field is not required in the page layout. minimum. the system automatically formats the field as a currency amount.com. validation rules. or custom objects. allows users to select more than one picklist value from a list you define. Consequently. Salesforce CrM validates the value to ensure it’s in the proper format. numbers. You can set a maximum length. Note: Lookup relationship fields are not available in Personal edition. salesforce. Note: available for custom objects only. standard objects. the system automatically adds the percent sign to the number. 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. allows users to enter any combination of letters. allows users to automatically calculate values based on other values or fields such as merge fields. although you can create a master-detail relationship field on a custom object that links to a standard object. workflow rules. allowing click-to-dial functionality. Creates a hierarchical lookup relationship between users. they can also add the current date and time by clicking the date and time link next to the field. for example. up to 255 characters. allows users to enter an email address. if a lookup field references a record that is deleted. or symbols. on the associated record. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. this functionality can be useful if you export data to excel or another spreadsheet. such as record deletion and security. Email Formula Hierarchical Relationship Lookup Relationship Master-Detail Relationship Number Percent Phone allows users to enter any number. allows users to enter any phone number. custom phone fields are displayed with the button. or maximum value of related records. allows users to enter a percentage number. Note: if you’re using Salesforce CrM’s call center. allows users to enter a date or pick a date from a pop-up calendar and enter a time of day. You can set a maximum length of up to 191 characters. Picklist Picklist (Multiselect) Roll-Up Summary allows users to select a value from a list you define. Salesforce CrM sets the lookup field to null and does not run any apex triggers. you can then display a related list to show all the records that are linked to it.Salesforce. and any leading zeros are removed. You can create lookup relationship fields that link to users. numbers. in reports. automatically displays the record count of related records or calculates the sum. the email is not logged as an activity in the activity History related list. allows users to enter any combination of letters. contact salesforce.

contact. Currency. or opportunity field into which you want the information inserted when you convert a lead. map numeric lead fields to other numeric fields or long text area fields to other long text area fields. this data type is not available for activities or products on opportunities. the information from the standard lead fields is inserted into standard account. note that every time you press Enter within a long text area field. You can set the length of this field type to a lower limit. However. Enterprise. or percent fields of exactly the same length and decimal places. you can specify how you want that custom information converted into custom account. choose a custom account. and Developer editions User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. note that only the first 50 characters are displayed on the record detail pages. any length from 256 to 32. map it to another custom currency field with a length of 3 and 2 decimal places. ë Do not map custom formula fields to other formula fields or any other type of field. Click Save. URL Section 9-8. that lead field mapping will be deleted. and opportunity. For example. contact. or Picklist.Salesforce. • Remember to map custom lead fields of type Number.000 characters is allowed. these 2 characters count toward the 32. For each custom lead field. allows users to enter up to 255 characters of any valid Web site address. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. contact.com Certified administrator – Study guide (Summer ‘10) Field Type Text Area (Long) Description allows users to enter up to 32. Select Setup | Customize | Leads | Fields | Map Lead Fields. Unlimited. or Percent to other number. a line break and a return character are added to the text. and opportunity fields. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. To specify the mapping for custom lead fields: 1. or opportunity fields.000 character limit. Mapping Custom Lead Fields available in: Group. When users click on the field. that is. the UrL will open in a separate browser window. ë Roll-up summary fields are not available for mapping lead fields of converted leads. contact. There are some exceptions: ë You can map between text and picklist fields. ë You can map fields of type Text or Text Area to long text area fields. currency. Text Area. Professional. if desired. training & CertifiCation 16 . If your organization has custom lead fields. • Remember to map custom lead fields to other custom fields of the same data type. Note: If you change the data type of any custom field used for lead conversion. ë You can map auto-number fields to fields of type Text.000 characters that display on separate lines similar to a Description field. if your lead currency field has a length of 3 and 2 decimal places.

Partners. Cases. This list includes but is not limited to custom fields. Note: You cannot rename the Forecasts tab. Contracts. and release communications. all references to “accounts” will be changed automatically to “companies. especially in the areas of help. Campaigns. will automatically reflect the new terminology you define. Leads.com Certified administrator – Study guide (Summer ‘10) Section 9-9. Contacts. Price Books. Assets. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. In other words. Where will the new tab. Products. and communication templates. reports. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. and Solutions. ▪ ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them.com disable this feature): Renaming salesforce. however. If you’re ready to move ahead with this feature. Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. 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. you can also create your own online help and user training & CertifiCation 17 . and field names show up within the application? All Salesforce CRM pages accessible by your end users. 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. page layouts. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. For example. if you already have a custom email template titled “Account Health Check. object. If your organization renames tab and object names. views. You will need to rename each tab manually. record types. your users will first see a new overview page when they click on our online help links. 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. In addition. support.Salesforce. training.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. Salesforce. Opportunities. please follow the instructions at the end of this message. if you rename Accounts to Companies. For example. including Personal Setup pages. Documents. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. Please review the information below in detail.” you’ll have to change it to “Company Health Check” to reflect your new terminology.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application.

ISO8859-1 represents all Latin characters and should be used by english-speaking users. Company division to which user belongs. opt in to receive administrator-targeted promotional emails from salesforce. Character set and encoding for outbound email sent by a user from within Salesforce. the default division is not used. Up to 40 characters are allowed in this field. PC Sales group. EUC-JP. to all new accounts and leads created by the user. Up to 255 characters are allowed in this field. identifying number for a user. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. Salesforce. administrative checkbox that enables or disables user login to the service. User who created the user. 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. forecasts. Shown only in organizations using multiple currencies. such as Customer Support. by default. Up to 80 characters are allowed in this field. UTF-8 (Unicode) represents all characters for all the world’s languages. Street address for a user. Up to 40 characters are allowed in this field. the new record is assigned to the existing record’s division. Field Accessibility Mode Active Address Admin newsletter Alias Allow Forecasting Api Token Call Center City Company Contact Country Created By Currency Default Currency ISO Code Default Division Description Checkbox that enables or disables a user interface mode designed for visually impaired users.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. unless he or she explicitly sets a different division. User Fields The available fields vary according to which Salesforce CRM edition you have. this must be one of the active currencies for the organization. Depending on the approval process settings. indicates whether the user is allowed to use customizable forecasting. Must be a valid email address in the form: jsmith@acme. email address of a user. the name of the call center to which this user is assigned. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. City portion of the user’s address. Some fields are only displayed to administrators when creating or editing users.com Certified administrator – Study guide (Summer ‘10) documentation.com. this user can also approve approval requests for users. available only in organizations that use divisions to segment their data. but is not supported by some older email software. available only for organizations that use multiple currencies. Company name where the user works.Salesforce. Up to 40 characters are allowed in this field. Section 9-10. and reports. for example. Users can change their division at any time. enables development mode for creating and editing Visualforce pages. Country portion of the user’s address. group that user works for. this field is not available if your organization has disabled your choice to receive emails from salesforce.com. and other pages where the entire name does not fit.com. this field is only visible to organizations that have Visualforce enabled. Up to 8 characters are allowed in this field. When users create records related to an account or other record that already has a division. Division that is applied. Shift_JIS. and ISO-2022-JP are useful for Japanese users. indicates whether an aPi token has ever been reset. including creation date and time. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests. reports. name of the associated contact if the user is a partner user. User’s default currency setting for new records. Short name to identify a user on list pages. Up to 40 characters are allowed in this field. Employee Number training & CertifiCation 18 . Up to 80 characters are allowed in this field. this setting does not restrict the user from viewing or creating records in other divisions. (read only) User’s default currency for quotas.

including modification date and time. for example. Manager Lookup field used to select the user’s manager. disable the checkbox for all your users. preventing you from selecting a user who directly or indirectly reports to himself/herself. in organizations using Professional. Salesforce CrM lets you inactivate users who are referenced in the Manager field. Up to 40 characters are allowed in this field. Bob Johnson in the english (United States) locale displays as Bob Johnson. the organization’s Display Language applies to all users. granting the user access to Salesforce CrM’s mobile capabilities.com offline. Country or geographic region in which user is located. the locale is set at the organization level via Setup | Company Profile | Company Information. and delete campaigns and configure advanced campaign setup. training & CertifiCation 19 . Used to define the times that display in the user’s calendar. Up to 80 characters are allowed in this field. not available in Personal edition or group edition. 2:00 PM). this field defaults to the mobile configuration assigned to the user’s profile. to use the campaign import wizards. the Locale setting affects the format of date. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example. indicates the type of user license. the Locale setting also affects the first and last name order on Name fields for users. whereas the Chinese (China) locale displays the name as Johnson Bob.com Certified administrator – Study guide (Summer ‘10) Field End of day Fax Federation ID First Name Information Currency Language Description time of day a user generally stops working. Mobile Mobile User Cellular or mobile phone number. this field is not available if your organization has disabled your choice to receive emails from salesforce. Marketing User Checkbox that indicates whether a user has access to create. as displayed on the user edit page. enterprise. available only for organizations that use multiple currencies. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. opt in to receive user-targeted promotional emails from salesforce. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. 14:00). the primary language for the user. the Mobile User checkbox is enabled by default for Unlimited edition users. for all other users. Last Login Last Name User License Locale Date of last login. Up to 40 characters are allowed in this field. Mobile Configuration the mobile configuration assigned to the user. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. first name of a user. Note: Unlike other hierarchy fields. fax number for a user. for Personal and group edition users. (read only) Combined first and last name of a user. the value used to identify a user for federated authentication single sign-on. if no mobile configuration is specified. a user’s individual Language setting overrides the organization’s Default Language. Modified By Name Newsletter Offline User User who last changed the user fields. as displayed on the user detail page. for example. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. whereas in the english (United Kingdom) locale. this field establishes a hierarchical relationship.com.com.Salesforce. leads. allocates one Salesforce CrM mobile license to the user. and contacts. available at Setup | My Personal Information | Personal Information. edit. all text and online help is displayed in this language. date/time. and Unlimited edition. the default currency for all currency amount fields in the user record. 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). as displayed on the user edit page. and number fields. overrides the organization setting. administrative checkbox that indicates whether a user has access to use force. their personal locale. they display using a 24-hour clock (for example. (read only) Last name of a user.

administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. tags. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. not available in Personal edition or group edition. such as Western region Support Manager. and Unlimited editions only. or authors. if selected. administrative field that defines the user’s login.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. Up to 20 characters are allowed in this field. Choose Setup | Data Management | Mass Transfer Records. to receive real-time email alerts. Transferring Records available in: Group. training & CertifiCation 20 . Unlimited. or authors. roles are selected from a picklist of available roles. Zip code or postal code portion of a user’s address. enterprise. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. administrative field that specifies the position of a user within an organization. Before transferring a record. fill in the name of the existing record owner in the Transfer from field. available in Developer. available in enterprise and Unlimited editions only. Used to define the times that display in the user’s calendar. Click the link for the type of record to transfer. specifies that the user will receive email notification whenever he or she executes apex Code that surpasses more than 50 percent of allocated governor limits. you can transfer from users or queues. Up to 40 characters are allowed in this field. For leads. Enterprise. tags. if selected. to receive email.” 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. 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. 2. if selected.com Certified administrator – Study guide (Summer ‘10) Field Phone Self-Registered via Customer Portal Profile Receive Salesforce Content Daily Digest Receive Salesforce Content Email Alerts Role Description Phone number of a user. State or province portion of a user’s address. Up to 80 characters are allowed in this field. Checkbox that specifies if the user was created via self-registration to a customer portal. Users in arizona should select the setting with “america/Phoenix. which can be changed by an administrator. Primary time zone in which a user works. amount of disk storage space the user is using. the user must also select the Receive Salesforce Content Email Alerts checkbox. Professional. 4. workspaces. Up to 20 characters are allowed in this field. administrative field that defines a user’s permission to perform different functions within the application. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content.Salesforce. Optionally. Section 9-11. 3. Up to 80 characters are allowed in this field. Listing of custom links for users as set up by your administrator. workspaces. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. time of day a user generally starts working.

and Developer Editions. Transfer of Associated Items When you change record ownership. 10. 6. Optionally. Fill in search conditions that the records you’re transferring must match. open activities are not transferred. For leads.. check the box in the column header to select all currently displayed items. select the Change division.” 9. When transferring leads to a queue. closed opportunities owned by other users aren’t changed. or sales teams is removed. training & CertifiCation 21 . In the Transfer to field. 11. sharing rules. some associated items that are owned by the current record owner are also transferred to the new owner. notes. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account. all previous access given by manual sharing. closed opportunities and open opportunities owned by other users. This option applies only to closed opportunities owned by the account owner. • Select the Transfer closed cases checkbox if you want to transfer closed cases that are owned by the existing account owner and associated with the account. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users.. Choose Find to look for records that match. Unlimited. When transferring accounts. For example. checkbox to set the division of all transferred records to the new owner’s default division. Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only)..com Certified administrator – Study guide (Summer ‘10) 5.. you could search accounts in California by specifying “Billing State/Province equals CA. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. open activities. Enterprise.. • Select the Transfer open cases. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. 7. Any relevant sharing rules are then applied to the data based on the new owners. attachments. If your organization uses divisions. open activities. 8. and optionally. open opportunities owned by the current account owner. • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. you can transfer to users or queues. Leads Access to Transferred Items When transferring accounts and their related data in Professional. fill in the name of new record owner. Click Transfer. Note: Mass transfers do not trigger workflow rules.Salesforce. Deselect this checkbox if you want to remove the existing account team associated with the account. Select the checkbox next to each record you want to transfer. you can: • Select the Transfer open opportunities..

• Be sure to select the Campaign field (and optionally. 7. this template must be marked as “available for Use. Click Setup | Customize | Leads | Web-to-Lead. if you set up response rules to use different email templates based on the information submitted. training & CertifiCation 22 . Setting Up Web-to-Lead available in: Group. • For organizations using record types on leads. Professional. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. 8. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead.com Certified administrator – Study guide (Summer ‘10) Section 9-12. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. Unlimited. 5. click Create Web-to-Lead Form.” Note: auto-response rules are not available in group edition. 9. Click Edit to enable or modify the following Web-to-Lead settings: Web-to-Lead Setting Web-to-Lead Enabled Default Lead Creator Default Response Template Description enables Web-to-Lead. To create and generate a Web-to-Lead form. otherwise. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. Leave this option blank if you don’t wish to send emails when no response rules apply. 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. Use the Up and Down arrows to change the order of the fields on your form. To select the fields to include on your Web-to-Lead form. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your Web site. 3. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. The source of your Web-to-Lead form is always in your personal language. Click Save. 2. select the language for the form labels displayed on your Web-to-Lead form. add the Lead Currency field if you add any currency amount fields. This URL could be a “thank you” page or your company’s home page. 4. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. the default response template is used when no response rules apply. all amounts will be captured in your corporate currency. • For organizations using multiple currencies. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. and click Generate. Click Finished.Salesforce. Enterprise. Specify the complete URL to which users should be directed after they submit their information. 6.

Select Include attachments. 3. In addition. if you want your export data to include attachments. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals.Salesforce. the Default Lead Creator (specified in the Webto-Lead setup) will receive an email containing the additional lead information. Users can select the My Unread Leads list view to quickly locate all their new leads. 4. All universally required fields must have a value before a record can be created via Web-to-Lead. add the line <input type=”hidden” name=”debug” value=”1”> to your code.com. contact salesforce. All leads generated from your Web site are initially marked with the “default status” specified by the Lead Status picklist. all new leads are marked as “Unread. This permission is granted by default only to the System Administrator profile because of the wide visibility it enables. 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. This line redirects you to a debugging page when you submit the form. 1. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. Select the desired encoding for your export file. This functionality may be useful if you plan to use your export files for importing or other integrations. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values. training & CertifiCation 23 . if a new lead cannot be generated due to errors in your Web-to-Lead setup. You can export all your organization’s data into a set of comma-separated values files. which is needed to export data. Exporting Backup Data available in: Enterprise. Don’t forget to remove it before releasing the Web-to-Lead page to your Web site.. Note: The format for date and currency fields captured online is taken from your organization’s default settings. Section 9-13. 2. Note: If you give a user the “Weekly Data Export” permission. 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. Customer Support is notified of the problem so we can help you correct it. 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. Default Locale and Currency Locale. Also.com Certified administrator – Study guide (Summer ‘10) If you want to test the Web-to-Lead form. This option is only available if a week has passed since your last export. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. If your organization exceeds its daily Web-to-Lead limit. Click Setup | Data Management | Data Export and Export Now or Schedule Export. The Export Now option prepares your files for export immediately.. For Web leads that are generated as part of a campaign.” and are changed to “Read” only when the lead owner views or edits that lead. To sign up for the Data Export Service. If your organization is configured for data export.

after that. all account fields are included in the account data. If your dashboard data does not refresh after 10 minutes. To pass the test. Note: For security purposes. • If your organization uses person accounts and you’re exporting contacts. click Save.. If you’re running the export now. If desired.Salesforce. select the frequency. rather than the position of the columns.. start and end dates. as opposed to an automated program. a Refreshing Dashboard field displays at the top right corner of the dashboard. training & CertifiCation 24 . Unlimited. Click Refresh to replenish your dashboard with the most recent data. click Refresh again. the refresh automatically stops. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. the contact data only includes the fields shared by contacts and person accounts.com Certified administrator – Study guide (Summer ‘10) 5. You have 48 hours to download the zip file from this page. you can include all data in your export file. zips them into one archive. Salesforce CRM creates CSV files of your data. • If your organization uses divisions. Salesforce CRM may require users to pass a user verification test to export data from their organization.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files. Professional. and Developer editions User Permissions Needed to refresh dashboard data: “run reports” anD access to view dashboard folders The data in each dashboard is as current as the date and time displayed in the As of. field at the top right corner of the dashboard. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. Select the types of data to include in your export. If you’re scheduling your export. it will be deleted. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. person account records are included in the contact data. Note the following: • Formula and roll-up summary fields are always excluded from exports. Section 9-14. Refreshing Dashboard Data available in: Group. Depending on the encoding selected. When dashboard data is refreshing. • If your organization uses person accounts and you’re exporting accounts. click Start Export. text-entry test helps prevent malicious programs from accessing your organization’s data. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. data from all divisions is included in the export. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes. has correctly entered the text into the overlay. However. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. 7. 6. Enterprise. and emails you when the file is ready. If you scheduled the export. indicate who should be notified by email when the backup files are ready. This simple. and time of day for your scheduled export. Note that the words entered into the text box field must be separated by a space. you may have to make adjustments to the export file before viewing it. If necessary. Also.

. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Furthermore. from the drop-down button. The user in the Running User field determines the dashboard’s level of access to data. Scheduling a Dashboard Refresh available in: Enterprise and Unlimited editions User Permissions Needed to schedule and email a dashboard refresh: to delete the schedule to refresh a dashboard: “Schedule Dashboards” “Modify all Data” You can schedule an existing dashboard to refresh daily. To schedule a dashboard refresh: 1. giving all users who can view the dashboard access to data they might not be able to see otherwise. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. the dashboard data refreshes for anyone else in your organization that has access to that dashboard. the notification displays text that includes a link to the dashboard in Salesforce CRM. When you click the Daily. This functionality bypasses all security settings. • In the Start and End fields... • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. Schedule the dashboard refresh: • In the Frequency field. specify the dates during which you wish to schedule dashboard refreshes.. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. to send an email that includes the refreshed dashboard to additional users. 5. Section 9-15. after a refresh completes.com Certified administrator – Study guide (Summer ‘10) When you refresh a dashboard. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. users view the most current data. link to choose a preferred start time for the dashboard refresh. more options display that allow you to refine the frequency criteria. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes.Salesforce.. Click Save to schedule the dashboard refresh. Click Refresh and choose Schedule Refresh.. or Monthly fields. select the frequency at which the dashboard refreshes. training & CertifiCation 25 . 4. 3. weekly. Weekly. 2. select a dashboard from the View Dashboard drop-down list. On the Dashboards tab. • In the Preferred Start Time drop-down list. Users can view the dashboard after they log in. • Click Others. click the Find available options. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. To delete a scheduled dashboard refresh: 1. In email applications that do not support HTML. 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.

and you schedule a dashboard to refresh every day at 2:00 PM. Other users cannot access dashboards in your personal folders.. depending on how many other dashboards are scheduled to refresh at that time. if the Time Zone field on your user record is set to Pacific Standard Time. the dashboard must be in a public folder with access granted to others. 3. choose “last” from the On day of every month drop-down list. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. Tip: Optionally. In HTML-formatted dashboard refresh notifications. 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. To view the report that a table or metric dashboard component represents.Salesforce. Click Refresh and choose Schedule Refresh. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. If you schedule a dashboard to refresh on a specific day of every month. training & CertifiCation 26 . For example. To send a dashboard refresh notification to other users. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. To view the All Scheduled Jobs page. the dashboard may refresh any time between 2:00 PM and 2:59 PM. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. 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. Dashboards refresh in the time zone of the user who schedules the refresh. Click Delete. Click Del to permanently delete all instances of the scheduled dashboard refresh. if you schedule a dashboard to refresh on the 31st day of every month. For example. from the drop-down button. click Setup | Monitoring | Scheduled Jobs. if you select 2:00 PM as your preferred start time.com Certified administrator – Study guide (Summer ‘10) 2. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007.. For example. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. 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. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. users must click the name of the first column on the table or the metric label. then the dashboard will only refresh on months that have 31 days. If you want a dashboard to refresh on the last day of every month. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. Tips on Scheduling a Dashboard Refresh Consider the following when scheduling a dashboard refresh: Your organization is limited to no more than 200 scheduled dashboard refreshes.

Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. When you convert to customizable forecasts. this permission is only available for customizable forecasts. and delete events Edit Forecasts Create. Contract Manager administrator. Solution Manager. activate. and delete reports. Solution Manager. Contract Manager administrator. read only. save. Contract Manager administrator administrator administrator administrator administrator. Solution Manager. Standard User.Salesforce. this permission is not available for customizable forecasts. Solution Manager. Solution Manager. Standard User. and delete forecasts. Contract Manager administrator. and edit contracts install or uninstall appexchange packages from the appexchange Create. Marketing User. Marketing User. Contract Manager administrator. Contract Manager Create and Customize Reports View the reports tab. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Solution Manager. create. contacts. edit. Standard User. Contract Manager administrator. Solution Manager. After users receive dashboard refresh notifications in their email clients.com Certified administrator – Study guide (Summer ‘10) ▪ ▪ Dashboard components that include S-controls may not display in dashboard refresh notifications. Contract Manager administrator. and delete contracts apply an approved status to a contract Convert leads into accounts. edit. and opportunities Profiles administrator. Marketing User. edit. Standard User. Standard User. Create. they view the notifications when the email clients are not connected to the Intern Section 9-16. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access training & CertifiCation 27 . Users must log in to Salesforce CRM to view S-control data displayed in real time. Marketing User. Contract Manager administrator. General Permissions The following table shows the general permissions associated with each standard profile. Standard User. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Edit Events Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. Marketing User. Marketing User. Standard User. create. run. edit. General User Permissions Permission Name Activate Contracts Approve Contracts Convert Leads Functions Controlled Change contract status to activate. Marketing User.

Solution Manager administrator 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 Import Solutions Mange Analytic Snapshots import solutions for the organization Set up and schedule analytic snapshots to run (also requires the “Schedule Dashboards. such as mass transfer of cases Create. Solution Manager. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Standard User. Marketing User. and delete workspace permissions in Salesforce CrM Content Create. Solution Manager. Marketing User administrator. Contract Manager Mass Email Send bulk emails to contacts and leads. edit. Marketing User. edit. edit. add and remove users from territories.com Certified administrator – Study guide (Summer ‘10) Permission Name Edit Tasks Functions Controlled Create. and delete tasks Profiles administrator. run Self-Service reports Create and edit territories. Standard Platform User. Create and edit account assignment rules. Contract Manager administrator. Manually assign accounts to territories. Perform actions on multiple cases in a list view. edit the Support Settings. Set up email-to-Case. Standard User. Contract Manager administrator.”“run reports. Solution Manager administrator Manage Self-Service Portal Manage Territories administrator Mass Edit from Lists administrator. Categorize solutions Set up and maintain Self-Service settings (also requires the “Customize application” permission to modify Self-Service page layouts and delete your organization’s Self-Closed Case Status value). Contract Manager. Send mass Stay-in-touch update emails training & CertifiCation 28 . Marketing User. edit. Standard User. and delete solutions that are accessible to the public on your self-service portal or Web site.” and “View Setup and Configuration” permissions) Set support business hours. Marketing User. edit. Standard User. Solution Manager. Solution Manager.Salesforce. Standard User. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. Marketing User. and delete custom fields in Salesforce CrM Content Create. Solution Manager. Standard Platform one app User administrator. Contract Manager administrator.

Contract Manager administrator. Solution Manager. Contract Manager none Products show in Offline Specify if products and price books are available in force. read only. Standard User. 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. Mass transfer leads via the Mass transfer feature. Standard User. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. Marketing User. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Marketing User. Profiles administrator. Standard User. 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. Marketing User. read only. Contract Manager administrator. this permission is only available for customizable forecasts. users with that profile will not see that type of data anywhere.com offline Run Reports View the reports tab. Solution Manager. Marketing User. this permission is only available for customizable forecasts. Standard User. Standard User. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data.Salesforce. and delete records Note: If you remove the “Read” permission from a profile. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. run reports. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. Marketing User. Send Stay-in-touch update emails 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. edit. When you convert to customizable forecasts. Contract Manager administrator.com Certified administrator – Study guide (Summer ‘10) Permission Name Override Forecasts Functions Controlled override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. View dashboards based on reports Send Email Send email to a single contact or lead. Solution Manager. Solution Manager. Contract Manager administrator. displays your custom sidebar on all pages in Salesforce CrM. including: Tab will not be visible Fields of that type will not be visible on other tabs training & CertifiCation 29 .

and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. Defining Custom Report Types available in: Professional. That user will not be able to view the Contacts tab when selecting the custom app that contains it. Search Fields The types of records you can search vary according to which edition you have. From the Primary Object drop-down list. Enterprise. training & CertifiCation 30 . For example. select the primary object from which you want to build your custom report type. if you select accounts as the primary object for your custom report type. users can create custom reports from it. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. you cannot change the primary object associated with it. You can search for information within any of the fields listed below. you must define a new custom report type. If you want to change the primary object. Click Setup | Create | Report Types. • All objects display in the Primary Object drop-down list. even if you don’t have permission to view leads. including those you do not have permission to view. and fields.com Certified administrator – Study guide (Summer ‘10) ▪ ▪ ▪ ▪ ▪ 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. To define custom report types: 1. Unlimited. For example. Click New Custom Report Type. The column lists fields searched in both the Sidebar Search and Advanced Search. • After you save a custom report type. then users can view their report results by All Accounts or My Accounts from the View drop-down list on the Select Criteria page of the report wizard or on the Report Options of the report.Salesforce. For example. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. Section 9-17. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. object relationships. • The primary object you choose determines the views available to users creating or running reports from your custom report type. Once you have defined a custom report type.

6. and the custom object is deleted. Enter a description for your custom report type. 3. Next. • Choose “Deployed” as the Deployment Status when you want to allow users to create and run reports from the 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. 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. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. choose the object relationships a report can display when run from a custom report type. For example. when entering a description for your custom report type. Accounts will display if they have no contacts. Enter a name for your custom report type in the Report Type Name field. Furthermore. considering naming that report Accounts with or without Contacts.” training & CertifiCation 31 . Making the status “In Development” also prevents all users except those with the “Manage Custom Report Types” permission from creating and running reports from the report type. 5. 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. Categories are the options in the Select the type of data you wish to report on drop-down list on the first step of the report wizard. consider describing that report as This allows you to report on accounts and their contacts. Select a development status: • Choose “In Development” as the Deployment Status when first creating your custom report type to hide it from users while you’re designing and testing it. then the custom report type and any reports created from it will automatically be deleted. In addition. When entering a name for your custom report type. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. we recommend that you clarify how the object relationships affect report results. change the Deployment Status back to “In Development” if you want to make further enhancements. The name must be unique so that it can be distinguished from other custom report types in your organization.Salesforce. 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.com Certified administrator – Study guide (Summer ‘10) 2. we recommend including with or with or without between object names so users can easily understand what data will display in reports run from your custom report type. Select a category in which to store the custom report type on the Select the Report Type page of the report wizard. 4. Click Next. 7. ▪ ▪ After deploying a custom report type.

or person account to a campaign and update that individual’s campaign status. 3. Updating Campaign History available in: Enterprise. such as via a phone call to a sales rep. or person account with a campaign: 1. Change the Status of the individual. 2. view the advanced campaign setup. To update the member status for a contact.Salesforce. lead. users in your organization can view campaigns. Select the Status of the individual for the campaign. In the Campaign History related list. only designated Marketing Users with the appropriate user permissions can create. click Edit next to the campaign name. To associate a contact. View the detail page of the individual you want to link to the campaign. Any user can do this via the Campaign History related list on a contact. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. 7. or person account plus the individual’s current status on the campaign. lead. edit. or person account on an existing campaign: 5. Note: The Campaign History related list shows the associated campaigns for a contact. training & CertifiCation 32 .com Certified administrator – Study guide (Summer ‘10) Section 9-19. Marketing Users can import leads and use the campaign import wizards if they also have the Marketing User profile (or the “Import Leads” permission and “Edit” on campaigns). and delete campaigns and configure advanced campaign setup. 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. Select the campaign. Campaign FAQ available in: Enterprise. View the detail page of the individual associated with the campaign. click Add Campaign. and click Save. In the Campaign History related list. or run campaign reports. Unlimited. lead. lead. 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. you can manually link a contact. An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. or person account. In addition. However. Unlimited. and click Save. 4. and click Next. 6. lead.

training & CertifiCation 33 . In addition. You can navigate across as many list pages as you want to select all the contacts or leads you’re target. and Developer editions available for an additional cost in: Professional edition User Permissions Needed to view campaign lists: to change campaigns: “read” on 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. How can I track which opportunities resulted from campaigns? One key benefit of campaigns is that you can track how much business has been generated from each campaign. Note: You can add contacts or leads to campaigns by using the Add Members . that campaign is automatically inserted into the opportunity Campaign Source field. click Save.Salesforce. Section 9-20. Unlimited. you can add existing contacts or leads to a campaign by displaying a list view. Note: If your organization has enabled inline editing. You can also select a campaign name from the Campaign History related list of an associated lead. Both contacts and leads can be associated with your campaigns as campaign members. When you’ve finished. How can I add contacts and leads to my campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. and then clicking a button. the campaign with the most recently updated member status is mapped to the new opportunity.Actual Cost) divided by the Actual Cost. selecting records shown on list pages. Displaying and Editing Campaigns available in: Enterprise. How can I calculate the ROI for my campaigns? The Campaign ROI Analysis Report calculates the return on investment and average costs for your campaigns. The Opportunities related list on a campaign shows every opportunity that’s linked to that campaign.Existing Contacts and Add Members .com Certified administrator – Study guide (Summer ‘10) Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. when you convert a lead that’s linked to a campaign. you can fill in the Campaign Source field to indicate that the opportunity resulted from the campaign. you can edit fields directly on the detail page. If the lead is linked to multiple campaigns. The ROI result is expressed as a percentage. The ROI is calculated as the net gain (Total Value Won Opps . You can also run the Campaign Revenue Report to track which opportunities are linked to your campaigns. not for marketing purposes. In these wizards. click Edit. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. You can also click Save & New to save the current campaign and create another. contact. Editing Campaigns – To update a campaign. click the campaign name to display detailed information. When you create an opportunity. and then change the fields you want to update.Existing Leads wizards. or person account. Tip: If your organization has enabled hover details. which are available on the Manage Members 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. In the lookup dialog. click one of the tag names to view a list of all records with that tag. or click Delete on the case detail page. or person accounts with a campaign or to update the status of existing campaign members.” or “Attended. If the record has already been tagged. or roles. If your organization has enabled collapsible page sections. Professional. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. any related items are also restored. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. Sharing – To share a campaign with other users. If you undelete the case.Salesforce. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. Leads. case comment. and attachments are also deleted. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. click Del next to the case on the cases list page. click Sharing.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. Note: If enabled by your administrator. Enterprise. groups. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. To return to the last list page you viewed. Section 9-21. Deleting Cases available in: Group. Note: If you delete an event. The deleted case is moved to the Recycle Bin. case comments.com Certified administrator – Study guide (Summer ‘10) Creating Campaign Hierarchies – When creating or editing a campaign. case comment. Unlimited. contacts. Tagging Campaigns – If tags have been enabled. all related events and tasks. and the opportunities that resulted from the campaign. Linking Contacts. or attachment cannot be restored via undelete. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. accounts. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. If you have campaign hierarchies enabled.” “Responded. The related lists you see are determined by your personal customization and by any customization your administrator has made to page layouts or your permissions to view related data. Click more at the bottom of the page or View More below a related list to display more items. Use your browser’s Print function to print the display. the event. click Back to list at the top of the campaign detail page. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. you can search for an existing campaign or create a new parent campaign. and solutions are not deleted with the case. attachments. use the arrow icons next to the section headings to expand or collapse each section on the detail page. or attachment from a case and then delete the case. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. Associated contacts. Printing Campaigns – To view a printable display of all information for the campaign. including activities. click Printable View on the campaign detail page. 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. campaign hierarchies. related list hover links display at the top of each detail page. You can click individual items to display additional detail. task. task. training & CertifiCation 34 . you can use the Parent Campaign lookup field to assign a parent to your campaign. When you delete a case.

Enterprise. This user will be listed on the case history for all actions that are system defined. View the solution you want to categorize. you have to modify the categories of its master solution. click Deselect to remove a category from the solution. click Select to add a category to the solution. Click Select Categories in the Solution Categories related list. If necessary. follow these directions: 1. 2. including: ▪ ▪ ▪ When a case is automatically assigned using assignment rules When a case is escalated When a case is created online via Web-to-Case To change the Automated Case User. and users with the “Manage Categories” permission. If multilingual solutions is enabled for your organization. Section 9-23. All automated case actions will now have this new Automated Case User listed on the Case History. Administrators. translated solutions inherit solution categories from their master solutions. If you put solutions into only the most relevant categories. and the Customer Portal. 2. In the solution category hierarchy. Once your solutions are categorized. Customers can also browse published solutions by category in public solutions. can categorize solutions prior to enabling solution categories for the entire organization. all users with the appropriate permissions can categorize solutions.Salesforce. see Customizing Solution Settings. Click Edit to change any of the listed support settings. 3. Categorizing Solutions available in: Professional. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. Click Save. the Self-Service portal. 4. Click on Setup | App Setup | Customize | Cases | Support Settings. This related list is not visible unless your administrator has defined and enabled categories. you can browse for and find solutions by category from the Solutions tab or when solving a case. Unlimited. 1. For more information on how to enable category browsing. 4. Each solution can belong to more than one category. To modify a translated solution’s categories. they will be easier for users and customers to find. Once solution category browsing is enabled. The categories on a translated solution are synchronized with the categories on the master solution. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. 3. training & CertifiCation 35 . Repeat until you have added all applicable categories. Click Save.com Certified administrator – Study guide (Summer ‘10) Section 9-22. We recommend that you limit the number of categories to which a solution belongs. What is the Automated Case User used for? The Automated Case User is the user who will be listed in the Case History for all automated case actions in Salesforce.

Click New in the Custom Object Tabs related list. Section 9-24. Optionally. Mouse over the style name to view the tabs that use the style. and click Next. Professional. Click Setup | Create | Tabs. If a tab style is already in use. Unlimited. 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. 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. If you haven’t already created the custom object. Click the Tab Style lookup icon to display the Tab Style Selector. solution category information is not available in list views.Salesforce. and click Go! to find a document file name that includes your search term. 2. The label of the new tab is the same as the plural version of the custom object label. • Click Insert an Image. • Select a file and click OK. Professional. click Create a new custom object now and follow the instructions in Defining Custom Objects. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. • Alternatively. 4. 3. or Tab Hidden from the drop-down list. Optionally. The New Custom Tab wizard reappears. Default Off. Enterprise. 8. choose a custom link to use as the introductory splash page when users initially click the tab. 7. 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. select Apply a different tab visibility for each profile and choose Default On. click Del in the Solution Categories related list on the solution detail page. Click Hide styles which are used on other tabs to filter this list. 6. and Developer editions apex Page tabs available in: Group. Note: You can create a custom report on solution categories. Enterprise. However. Salesforce CRM replaces it with a default multicolor block icon. Click a tab style to select the color scheme and icon for the custom tab. select the document folder. If the document used for the icon is later deleted. enter a search term. Enter a description of the tab. Default Off. and select the image you want to use. Select the custom object to display in the custom tab. if desired. 5. 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. training & CertifiCation 36 . click Search in Documents. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. • Alternatively. a number enclosed in brackets [] appears next to the tab style name.com Certified administrator – Study guide (Summer ‘10) To later remove a category from a solution. as described in Defining Custom Objects. Unlimited. or Tab Hidden from the drop-down list for each profile.

if the custom object displayed in the custom tab is named Expenses. Note that the Check Spelling button must be enabled by your administrator. Once you’ve created the recurring event series. The page layout controls which fields are visible and editable when users are entering data in the custom tab. Spell checker does not support double-byte languages. an Expense option appears in this list.com Certified administrator – Study guide (Summer ‘10) 9. 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. start date and time. click on a time to create an event for that time. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1. select Create recurring series of events to specify how often the event repeats. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. • Specify the custom apps that should include the new tab. Note: If multiday events are enabled for your organization. Section 9-25. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab. Specify which fields display to users in the key lists section of the custom object tab home page. 2. you can create events that last up to 14 days. • On the day view of the calendar. and Developer Edition organizations. Optionally. • On a multiuser calendar. Unlimited. click Check Spelling to spell-check the contents of the Description field. select the users to invite and click New Event. Enter the details of the event such as subject. • On the week view or the month view of the calendar. For example. choose Default On. click New Event. Begin creating an event by doing one of the following: • From the Calendar section of the Home tab. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. • From the Open Activities related list of an associated record. Default Off. Optionally. For Professional Edition organizations. For Enterprise. 3. Specify Tab Visibility. tab visibility is automatically set to Default On. click the Add Event Icon ( ) next to a date to create an event on that date. and click Next. such as Japanese.Salesforce. click New Event. training & CertifiCation 37 . and end date and time. • Click Save. If you choose Default On or Default Off. Optionally. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. • 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.

click Add Invitees to make the event a group event to which users. You can enter a date. Select the Create recurring series of events checkbox. this value is automatically inherited from the related account. to assign the event to another user. if any. including creation date and time. You can enter the name of the person or use the lookup icon to select the name. or choose a date from the calendar that displays when you put your cursor in the field. otherwise. assigned owner of the event. the event is assigned to the creator. Alternatively. this field is not available in Personal edition. amounts display in the activity currency and are also converted to the user’s personal currency. Description Division training & CertifiCation 38 . or custom object. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. Set the start date and end date. Checkbox that specifies whether the event lasts all day.com Certified administrator – Study guide (Summer ‘10) 4. users with sharing access to the record can click it to view more details. this field is for online meetings only. this field can hold up to 32KB of data. available only in organizations that use divisions to segment their data. 5. User who created the event. Link used to attend an online meeting. Click Save. (read only) Planned date of the event. this field only displays if you have the “read” permission for that type of record. Select the frequency of recurrence. such as a weekly staff meeting that occurs every Monday at 11:00 a. This topic describes how to complete the Recurrence section on the New Event page. available only for organizations that use multiple currencies. click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. 2. Division to which the activity belongs. By default. case. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 3. this field appears only if multiday events are disabled.Salesforce. 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. 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. contacts.m. Once you’ve created the recurring event series. Contact or lead associated with the event. text note describing the event. the activity belongs to the global division. enter a user’s name or select a user with the lookup icon. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. leads. Optionally. 1. Note: Depending on the type of series you’re creating. or resources are invited. lead.

each picklist value can have up to 40 characters. additionally. additionally. and Developer editions. optional field that allows users invited to a group event to enter a note when they accept or decline the event. contracts. Picklist that determines how this event appears when another user views your calendar: busy. name of the field that determines what picklist values are available for the record. enter the password that meeting attendees should use to log in to the online meeting. opportunity. this field appears only if multiday events are disabled. exported data files will always contain private events. such as “Meeting. (read only) Location of the event. Webex meeting type. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. such as email or Meeting. this field appears only if multiday events are disabled. this option is not available when you associate the event with a lead instead of a contact. this field appears only if multiday events are enabled. including modification date and time. entry describing subject of activity. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. this field only displays if you have the “read” permission for that type of record. Choose a Webex teleconferencing service. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. out of office. this field is for online meetings only.com Certified administrator – Study guide (Summer ‘10) Field Duration Email End Description the length of a timed event in hours and minutes. the number identifying the meeting. available in enterprise. Planned end date and time of the event. However.Salesforce. you can add the current time by clicking the time link next to the field. leads. cases. type of the event. users with sharing access to the record can click it to view more details. or contacts. this field is for online meetings only and is not available for trial meetings. or custom object. this field is automatically filled in with the value from the corresponding contact or lead record. the phone number of the contact or lead associated with the event. this field appears only if multiday events are enabled. the record that the event is associated with. Private events cannot be associated with opportunities. User who last changed the event. Unlimited. this field is not available in Personal edition. this field is for online meetings only. Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As Start 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” training & CertifiCation 39 . accounts. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. this field is automatically filled in with the value from the corresponding contact or lead record. time of a planned event. Planned start date and time of event. campaigns. the email address of the contact or lead associated with the event. this field is for online meetings only. You can add the current time by clicking the time link next to the field. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. this field is available for Webex customers only. 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.” You can enter a subject or select from a list of previously defined subjects. you can add the current time by clicking the time link next to the field. or free time. such as an account. enter any dial-in instructions or details.

To get started: • Click New from the My Tasks section of the Home tab. navigate.” Section 9-27. you can use additional tools to customize. • Click Task from the Create New. Click Setup | Administration | Security Controls | Sharing Rules | Edit. To create a new task. edit. Enter the details of the task: • Tip: To assign independent copies of a new task to multiple users. select Make this the default setting. users can insert events in other users’ calendars. • Click New Task from the Open Activities related list of an associated record. 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.Salesforce. 3. 4.. Hide Details – Others can see whether the user is available at given times. Select the appropriate drop-down value for “Default Calendar Access. Section 9-26. 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.. but cannot see any other information about the nature of events in the user’s calendar. follow these steps: 1. Spell checker does not support double-byte languages such as Japanese. such as making phone calls or sending mail. and edit list data.” To change this setting: 1. 2. 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. Alternatively.” • Optionally. Note: By default. Note that the Check Spelling button must be enabled by your administrator. 2. Show Details – Users can see detailed information about events in other users’ calendars. • 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. click Check Spelling to spell-check the contents of the Comments field. see “Creating Group Tasks.com Certified administrator – Study guide (Summer ‘10) Tasks allow you to track the specific actions you plan to perform or have performed. Show Details and Add Events – In addition to the sharing levels set by Show Details. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. click Save & New Task to save the task and begin creating another new task. users can insert events in other users’ calendars. this setting is set to “Hide Details and Add Events. 2. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. drop-down menu in the sidebar. Click Save. training & CertifiCation 40 . manage.

In general. select All.com Certified administrator – Study guide (Summer ‘10) You can create new list views to see a specific set of records such as contacts. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. or campaigns. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission.Salesforce. • Price book list views can be restricted by price book. Fill in the following: 1. or opportunities above a particular Amount.. to specify the set of records to search. create a list view of accounts in your state. To edit or delete any view you created. you’ll receive an error when attempting to save the list view. Specify Filter Criteria Filter by Owner These options vary. My Territories means records associated with territories to which you belong. click Edit next to the View drop-down list. users.. or My. Enter View Name.to show records in your current working division. documents. To create a new view. depending on the kind of record. Enter the name to appear in the View drop-down list. You can also create views of contacts. click Create New View at the top of any list page or in the Views section of any tab home page.. 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. • If your organization has territory management. There may be additional options: • Lead and case list views can be restricted by queue. or cases to use for mass email recipient lists. leads with a specific Lead Source.. For example. Select --Current-. account and opportunity list views can be restricted by My Territories or My Territory Teams. 2. This option is disabled if you aren’t searching all records. 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. leads. • Activity list views have several options. select the division that records in the list view must match. training & CertifiCation 41 .

You can also use special date values in your filter criteria. select Visible to certain groups of users. and click Add. These are special picklists with values of either “True” or “False. 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. specify whether everyone or just you can see the custom view. choose the type of group or role from the drop-down list. This option is not available in Personal Edition. When creating filter criteria. You can display only the fields that are available in your page layout. click Back to list at the top of any detail page. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM Edition you have. You can choose up to 15 different fields to display in your view. To share the list view. and Developer Editions.” training & CertifiCation 42 . When you select a long text area field. users must also have the appropriate “Read” permission on the type of records within the list view. To show all closed/lost opportunities. records that have been shared with you. To see a list view. such as in a list view or report or when mass-deleting records. specify conditions that the selected items must match. In addition. or records owned by or shared with users in roles below you in the role hierarchy.) Archived activities are not included in activity list views. 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. 5. to show all opportunities you’ve won. Enterprise. you can view only those fields that are visible in your page layout and field-level security settings.Salesforce. role. 4. enter “Won equals True” as your search criteria. you can use special picklist values for your search criteria. Unlimited. select the group or role from the list below it. Note: List views are visible to your customers in the Salesforce CRM customer portal if the Visible to all users radio button is selected for views on objects assigned to customer portal users’ profiles. To return to the last list page you viewed. To create list views that only your Salesforce CRM users can see. Use the arrows to arrange the fields in the proper sequence. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. up to 255 characters are displayed in the list view. (Field-level security is available only in Enterprise. Click Save. and Developer Edition users can specify a public group. select a field name and click the Add or Remove arrow.com Certified administrator – Study guide (Summer ‘10) Filter by Additional Fields Optionally. Unlimited. or role including all users below that role to see the custom view. 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.” For example. To add or remove fields. enter “Closed equals True” and “Won equals False. such as Lead Source equals Web. Alternatively. select Visible to certain groups of users. 3. Select Fields to Display The default fields are automatically selected. and then share it with the All Internal Users group or a selected set of internal groups and roles. When implementing a customer portal. The view appears in the View drop-down list so you can access it later.

the contact is not enabled for Self-Service. not tasks. Campaign is inactive. the contact may receive mass email. the account is not a partner account or the lead or opportunity owner is not a partner user. the event is marked as an all-day event. not tasks. this field displays as the person account icon. the case is closed. Case has a comment added by a Self-Service user. the account is a partner account or the lead or opportunity owner is a partner user. Activities: Closed Campaigns: Active Cases: Escalated training & CertifiCation 43 . that is. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. you can manually enter “True” or “False” in the filter criteria.” Alternatively. 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 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 Description the account is a person account. the account is a business account. not events. the case Status has a value that is not equivalent to “Closed. activity is an event. the case Status field has a “Closed” value. leads. activity does not have a green sheet. Case does not have a Self-Service comment. Case has not been escalated. the lead may receive mass email.com Certified administrator – Study guide (Summer ‘10) Note: If you are creating filter criteria for a report or list view.Salesforce. the lookup icon automatically displays when you choose to filter on one of the special picklists. Case has been automatically escalated via your organization’s escalation rule. the event is the original group event assigned to the event host. the event is the meeting invite sent to another user for a group event.” Case has been closed. Case does not have a new Self-Service comment. not an event. task is still open. the contact cannot be included in a mass email recipient list. Campaign is active and can be chosen from various campaign picklists. that is. the task Status field has a “Closed” value. applies only to events. that is. activity is a task. Case has a new comment added by a Self-Service user. the contact is enabled to log in to your Self-Service Portal. the lead has been converted. Click the lookup icon to choose the value “True” or “False. the event has a specific time. the case is open. the task has been closed. applies only to tasks. note that your administrator may have customized the name of this field. the lead cannot be included in a mass email recipient list. Case is still open. such as in the campaign import wizards. applies only to events. the lead has not been converted.

that is. the opportunity owner has checked the Private box on the opportunity edit page. the Private box on the opportunity is not checked. User is active and can log in. User has access to use force. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Product has a default quantity schedule.com offline use. that is. the Stage field has a value of the type Closed/Won or Closed/Lost. User is not a partner user. User can manage campaigns. Product is inactive and cannot be added to opportunities.Salesforce. the translated solution has not been updated to match the master solution with which it is associated. Product does not have a default revenue schedule. the opportunity is still open. Product does not have a default quantity schedule. the partner for the opportunity has not been marked as the primary partner. the solution has been reviewed. the opportunity has not been won. Product has a default revenue schedule. the opportunity is closed. User is a partner user. the translated solution has been updated to match the master solution with which it is associated. the partner for the opportunity has been marked as the primary partner. User is not enabled to manage campaigns. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users.com offline. Solution is not reviewed. and Developer Editions. the opportunity is closed and won. User is not enabled for force. Unlimited. that is. the Stage field has a value of the type Closed/Won. the Stage field may have a value of the type open or Closed/Lost. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the lead has been viewed or edited at least once by the owner since it was assigned. the solution Status field has a “reviewed” value. User is inactive and cannot log in.) training & CertifiCation 44 . Users: Active Users: Offline User Users: Marketing User User: Is Partner Note: The special picklists you can view are only those that are visible in your page layout and field-level security settings.com Certified administrator – Study guide (Summer ‘10) Special Picklist Field Value 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 Solutions: Reviewed false true Solutions Out of Date false true false true false true false true false true false true Description the lead has not yet been viewed or edited by the owner since it was assigned to that user. (Field-level security is available only in Enterprise.

and new customers Measure effectiveness using the Google AdWords dashboard and intelligently optimize your AdWords campaigns Creating and Modifying Presentations in Salesforce CRM Content Section 9-30. including Google. After you’ve completed the prerequisites. 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. Enabling Territory Management available in: Enterprise.com) is an online advertising service used to create advertisements that display on major search engines. sales opportunities. you’ll be ready to turn on territory management for your organization. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. Group. Many salesforce. With Salesforce CRM for Google AdWords. Professional. allowing you to track the effectiveness of your online advertising investments.com Certified administrator – Study guide (Summer ‘10) Section 9-28. Enterprise. Google AdWords What is Google AdWords? Google AdWords (http://adwords. To request territory management for your organization. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM.Salesforce. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management.com customers advertise online with Google AdWords as a mechanism to generate leads.google. Section 9-29. contact salesforce. Unlimited. 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 Analyze which keywords and advertisements are generating leads. What is Salesforce CRM for Google AdWords? Salesforce CRM for Google AdWords connects Salesforce CRM with Google AdWords. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. Unlimited.com. training & CertifiCation 45 . you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. In Salesforce CRM Content. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager.

Salesforce. or you can browse all slides published into your workspaces. You can re-upload the slide if you want the thumbnail to be visible. • Click Clear at any time to revert your changes. • To create a new presentation by copying an existing presentation. click the Workspaces tab and then choose Create New | Presentation.11. Salesforce. • In search results. on the content details page click Edit | Edit Presentation. 2. 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. In this case. hover over a presentation and click the slides icon ( presentation. copy. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace.com provides a link to Adobe’s website where you can download Flash for free. clone & customize. • In search results. You can publish the presentation to a public workspace or keep it in your personal content area. select a specific workspace to search or enter a search term in the text box before clicking either button. or modify a presentation. If you do not have Flash installed. or modify a presentation. Note: Working with presentations requires Adobe Flash® Player. Depending on whether you want to create. click a file or slide to preview it in the lower half of the window. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. To refine your results. Note: When you create. ) to view all the slides in the ) to view all the presentations ) to remove that 46 • In the assembly section. Note: Some slide thumbnails may not be visible or may only be partially visible. hover over a slide and click the presentation icon ( that use that slide. 3. but you can click on them to see the preview in the lower half of the window. hover over a document and click the garbage can icon ( document from the presentation you are assembling. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. on the content details page click Clone & Customize. • To modify a presentation and save it as a new version. training & CertifiCation . version 9. Salesforce. To work with presentations: 1. • To create a new presentation. Choose Add to presentation or Hide preview as needed.5 or higher. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. 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.com does not delete existing presentations but they cannot be customized or modified.com Certified administrator – Study guide (Summer ‘10) When you publish a PowerPoint file. The following options help you assemble your presentation: • In search results. click Cancel to return to your starting point. it may time out. 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. Drag the desired files or slides from the search results into the assembly section in the lower half of the window.0. If presentation assembly is disabled after presentations have been created.

com owns other registered and unregistered trademarks. Sg_Certifiedadmin_Summer10_2010-06-28 .com. assign or change the presentation’s name. choose that author from the drop-down list. Click Publish.com and the “no software” logo are registered trademarks of salesforce. c. choose a language. only content associated with that language is displayed in the search result set. Salesforce CRM Content associates your content with your personal language setting. You can remove tags from a document. Salesforce.com. If multiple content types are available. h. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. for example if your work is still in progress. Tag your content. or publish another file. You can then view the content details page.4. you must choose from the list of ë You can’t change or delete tag names. 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. As you type a tag. delete the tag. but that doesn’t ë Tags are case insensitive. suggested tags. Optionally. inc. CA. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. Click a tag to add it to the Tags field automatically. In the Save or Publish Content dialog: a. If users restrict their content searches to a particular language. When you select a tag it turns green.. The Language drop-down list is displayed if multi-language support is enabled. To publish the content on behalf of another author. and salesforce. The content type determines which custom fields appear for you to categorize and define your content. 94105 United States 1-800-NO-SOFTWARE www. tags or enter a new tag. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. choose Save in my personal workspace. Click a suggested tag to add it to the Tags field automatically. ë If your administrator assigned the guided tagging rule. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. If you do not choose a language. If you are modifying the presentation. The case of the original tag is always used. add or modify the presentation’s description. All rights reserved. Optionally. salesforce. e. complete the Reason for Change field. click Save. 5. Other names used herein may be trademarks of their respective owners. return to the Workspaces tab. f.salesforce. inc. d. You can’t have two tags with the same name even if they use different upper and lowercase letters. choose one from the drop-down list.com Global Offices Latin America Japan Asia/Paci c EMEA +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 Copyright ©2010. If you do not want the presentation to be visible to other users in your organization. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. you can enter tags in the Tags field. When you are done assembling your presentation. g. Select a workspace. b.

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