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

customize.Salesforce. Locale. 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.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. identify. 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 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. Currency.

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.

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.Salesforce. assignment rule. Web-to-Lead. 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. but should be used to become familiar with the types of questions on the exam.com Certified Administrator exam. & 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. These questions are not designed to test your readiness to successfully complete the certification exam. The actual exam questions may be more or less difficult than this set of questions. escalation rules. Applications. 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.com Certified administrator – Study guide (Summer ‘10) Service & Support Administration (continued) Configure the settings and rules for Case processing. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. Web-to-Case. Sample Exam Questions training & CertifiCation 6 . including Business Hours. The following questions are representative of those on the Salesforce.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

the dashboard will only refresh on months that have that specific 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. For example. 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. If you schedule a dashboard to refresh on a specific day of every month. from the drop-down button. Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. and you schedule a dashboard to refresh every day at 2:00 PM. the dashboard may refresh any time between 2:00 PM and 2:59 PM. depending on how many other dashboards are scheduled to refresh at that time. if you schedule a dashboard to refresh on the 31st day of every month. users must click the name of the first column on the table or the metric label. 3. For example. To send a dashboard refresh notification to other users. users with the “Schedule Dashboards” and “View Setup and Configuration” permissions can view all the dashboards scheduled to refresh for your organization on the All Scheduled Jobs page. Click Del to permanently delete all instances of the scheduled dashboard refresh. Other users cannot access dashboards in your personal folders. then the dashboard will only refresh on months that have 31 days. if you select 2:00 PM as your preferred start time. Click Delete. To view the report that a table or metric dashboard component represents. Click Refresh and choose Schedule Refresh. training & CertifiCation 26 .. choose “last” from the On day of every month drop-down list.Salesforce.com Certified administrator – Study guide (Summer ‘10) 2. Dashboards refresh in the time zone of the user who schedules the refresh. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. click Setup | Monitoring | Scheduled Jobs. Tip: Optionally. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. ▪ ▪ ▪ Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. 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. Note that users must log in to Salesforce CRM to view the report the dashboard component represents.. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. In HTML-formatted dashboard refresh notifications. If you want a dashboard to refresh on the last day of every month. For example. 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. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time. To view the All Scheduled Jobs page.

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

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

Standard User. Marketing User. Contract Manager none Products show in Offline Specify if products and price books are available in force. Solution Manager. Contract Manager administrator. run reports. this permission is only available for customizable forecasts.Salesforce. displays your custom sidebar on all pages in Salesforce CrM. 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. Standard User. read only. Mass transfer leads via the Mass transfer feature. Standard User. Standard User. Marketing User. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Profiles administrator. Solution Manager. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. and delete records Note: If you remove the “Read” permission from a profile. Standard User. Marketing User.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. 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. Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none View All Forecasts administrator Standard Object Permissions For each type of data. Contract Manager administrator. Solution Manager. When you convert to customizable forecasts. read only. including: Tab will not be visible Fields of that type will not be visible on other tabs training & CertifiCation 29 . the “Show Customer Sidebar on all Pages” permission is not available. Contract Manager administrator. Marketing User. Solution Manager. Marketing User. View dashboards based on reports Send Email Send email to a single contact or lead. edit. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. instead of the Salesforce user database View any user’s forecast regardless of the forecast role hierarchy. Contract Manager administrator. Solution Manager. 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.

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

Accounts will display if they have no contacts. Enter a description for your custom report type. then the custom report type and any reports created from it will automatically be deleted. When entering a name for your custom report type. 5. For example. Furthermore. change the Deployment Status back to “In Development” if you want to make further enhancements. 4. Select a category in which to store the custom report type on the Select the Report Type page of the report wizard. Click Next. Next.” training & CertifiCation 31 . 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. 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.com Certified administrator – Study guide (Summer ‘10) 2. ▪ ▪ After deploying a custom report type. 7. 6. considering naming that report Accounts with or without Contacts. 3. • Choose “Deployed” as the Deployment Status when you want to allow users to create and run reports from the custom report type. Enter a name for your custom report type in the Report Type Name field. consider describing that report as This allows you to report on accounts and their contacts. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. 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. 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. In addition. 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.Salesforce. 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. 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. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts. when entering a description for your custom report type. and the custom object is deleted. For example. 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. we recommend that you clarify how the object relationships affect report results. choose the object relationships a report can display when run from a custom report type. The name must be unique so that it can be distinguished from other custom report types in your organization.

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

The ROI result is expressed as a percentage. you can fill in the Campaign Source field to indicate that the opportunity resulted from the campaign. You can also run the Campaign Revenue Report to track which opportunities are linked to your campaigns. 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). Note: If your organization has enabled inline editing. contact. If the lead is linked to multiple campaigns. Note: You can add contacts or leads to campaigns by using the Add Members . click Save. In addition. 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. You can also select a campaign name from the Campaign History related list of an associated lead. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. selecting records shown on list pages.Salesforce. which are available on the Manage Members page. You can navigate across as many list pages as you want to select all the contacts or leads you’re target. training & CertifiCation 33 . you can edit fields directly on the detail page. The Opportunities related list on a campaign shows every opportunity that’s linked to that campaign. when you convert a lead that’s linked to a campaign.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. 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. the campaign with the most recently updated member status is mapped to the new opportunity. When you create an opportunity. you can add existing contacts or leads to a campaign by displaying a list view. You can also click Save & New to save the current campaign and create another. click the campaign name to display detailed information.Actual Cost) divided by the Actual Cost. Unlimited. 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.Existing Leads wizards. Editing Campaigns – To update a campaign. Tip: If your organization has enabled hover details. click Edit. not for marketing purposes. Displaying and Editing Campaigns available in: Enterprise. In these wizards. and then clicking a button. When you’ve finished. or person account. and then change the fields you want to update. Both contacts and leads can be associated with your campaigns as campaign members. that campaign is automatically inserted into the opportunity Campaign Source field. Section 9-20. The ROI is calculated as the net gain (Total Value Won Opps .Existing Contacts and Add Members .

Click more at the bottom of the page or View More below a related list to display more items. If you undelete the case. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. and solutions are not deleted with the case. attachments.Salesforce. Leads. 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. or attachment from a case and then delete the case. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. If you have campaign hierarchies enabled. related list hover links display at the top of each detail page.” “Responded. click one of the tag names to view a list of all records with that tag. and the opportunities that resulted from the campaign. Section 9-21. or click Delete on the case detail page. task. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. Note: If you delete an event.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. The deleted case is moved to the Recycle Bin. Tagging Campaigns – If tags have been enabled. case comment. or roles. click Back to list at the top of the campaign detail page. In the lookup dialog. campaign hierarchies. If the record has already been tagged. training & CertifiCation 34 . Associated contacts. task. any related items are also restored. Note: If enabled by your administrator. including activities. and attachments are also deleted. 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. case comments. Enterprise. you can search for an existing campaign or create a new parent campaign. Deleting Cases available in: Group. or person accounts with a campaign or to update the status of existing campaign members. Use your browser’s Print function to print the display.” or “Attended. click Printable View on the campaign detail page. When you delete a case. Professional. the event. Linking Contacts.com Certified administrator – Study guide (Summer ‘10) Creating Campaign Hierarchies – When creating or editing a campaign. accounts. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Sharing – To share a campaign with other users. click Sharing. or attachment cannot be restored via undelete. Printing Campaigns – To view a printable display of all information for the campaign. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. you can use the Parent Campaign lookup field to assign a parent to your campaign. all related events and tasks. use the arrow icons next to the section headings to expand or collapse each section on the detail page. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. Unlimited. contacts. You can click individual items to display additional detail. groups. click Del next to the case on the cases list page. If your organization has enabled collapsible page sections. case comment. You can also click a related list hover link to jump down to the content of the related list without having to scroll down the page. Mouse over a related list hover link to display the corresponding related list and its number of records in an interactive overlay that lets you quickly view and manage the related list items. The Member Status values are the possible responses that a member can have to the campaign such as “Sent.

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

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

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

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

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

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

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

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

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

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. the solution Status field has a “reviewed” value. the solution has been reviewed. the opportunity is closed and won. that is. Product does not have a default quantity schedule. Unlimited. User is not enabled to manage campaigns. User is active and can log in. the opportunity is closed. User has access to use force. Product does not have a default revenue schedule. Product has a default quantity schedule.com offline use. and Developer Editions. User is not a partner user.) training & CertifiCation 44 . Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. the opportunity is still open. that is. (Field-level security is available only in Enterprise. the Stage field has a value of the type Closed/Won or Closed/Lost. 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. that is. the lead has been viewed or edited at least once by the owner since it was assigned. User is inactive and cannot log in.Salesforce. the opportunity owner has checked the Private box on the opportunity edit page.com offline. the partner for the opportunity has not been marked as the primary partner. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Solution is not reviewed. the Stage field has a value of the type Closed/Won. User is not enabled for force. the opportunity has not been won. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the translated solution has been updated to match the master solution with which it is associated. Product is inactive and cannot be added to opportunities. the translated solution has not been updated to match the master solution with which it is associated. Product has a default revenue schedule. the Private box on the opportunity is not checked. the Stage field may have a value of the type open or Closed/Lost. the partner for the opportunity has been marked as the primary partner. User is a partner user. User can manage campaigns.

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

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

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

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