Salesforce.

com Certified Administrator

Study Guide
Winter ‘11

training & CertifiCation

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

Contents
Section 1. Section 2. Section 3. Section 4. Section 5. Section 6. Section 7. Section 8. Section 9. Section 9-1. Section 9-2. Section 9-3. Section 9-4. Section 9-5. Section 9-6. Section 9-7. Section 9-8. Section 9-9. Section 9-10. Section 9-11. Section 9-12. Section 9-13. Section 9-14. Section 9-15. Section 9-16. Section 9-17. Section 9-18. Section 9-19. Section 9-20. Section 9-21. Section 9-22. Section 9-23. Section 9-24. Section 9-25. Section 9-26. Section 9-27. Section 9-28. Section 9-29. Section 9-30. Purpose of this Study Guide ...........................................................................................1 Audience Description: Salesforce.com Certified Administrator .................................1 About the Exam................................................................................................................2 Recommended Training ..................................................................................................2 Exam Outline ....................................................................................................................2 Sample Exam Questions..................................................................................................6 Answers to Sample Exam Questions..............................................................................8 Maintaining a Certification .............................................................................................8 Supplemental Study Material.........................................................................................8 Security and identity Confirmation ..........................................................................................................8 Customizing Your Display.............................................................................................................................10 enabling Custom fiscal Years ......................................................................................................................10 Managing email templates..........................................................................................................................11 Managing record types................................................................................................................................13 Setting field-Level Security .........................................................................................................................13 Custom field types .........................................................................................................................................14 Mapping Custom Lead fields .....................................................................................................................16 Changing the Label of a Standard object .............................................................................................17 User fields ...........................................................................................................................................................18 transferring records .......................................................................................................................................21 Setting Up Web-to-Lead ...............................................................................................................................22 exporting Backup Data..................................................................................................................................23 refreshing Dashboard Data ........................................................................................................................25 Scheduling a Dashboard refresh ..............................................................................................................25 general Permissions .......................................................................................................................................27 Search fields ......................................................................................................................................................30 Defining Custom report types ..................................................................................................................30 Updating Campaign History .......................................................................................................................32 Displaying and editing Campaigns ..........................................................................................................34 Deleting Cases...................................................................................................................................................35 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 .........................................................................................................................41 enabling territory Management................................................................................................................45 google adWords ..............................................................................................................................................45 Creating and Modifying Presentations in Salesforce CrM Content ............................................46

training & CertifiCation

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

Section 1.

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

Purpose of this Study Guide

Section 2.

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

Audience Description: Salesforce.com Certified Administrator

▪ ▪ ▪ ▪ ▪ ▪

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

▪ ▪ ▪ ▪

training & CertifiCation

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

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

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

The candidate should be able to describe the capabilities of:

Section 3.

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

About the Exam

Section 4.

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

Recommended Training

Section 5.

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

Exam Outline

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

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

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

2%

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

3%

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

5%

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

17%

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

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

The following questions are representative of those on the Salesforce. These questions are not designed to test your readiness to successfully complete the certification exam. Web-to-Case. & Tabs Describe a Custom object Describe the types of relationships that can exist between objects Create a Custom object Describe a Custom object tab and a Web tab Create a Custom object tab Create a Web tab Describe a Custom app Create a Custom app 7% The AppExchange Describe the appexchange Describe the characteristics of Managed Packages install a package Uninstall a package 2% Activities Compare and contrast tasks and events Manage Public Calendars and resources identify and describe the activity Settings Describe the capabilities of Multiday events 2% Advanced Configuration Options Describe the Client Management feature Describe the territory Management feature Describe advanced Currency Management 5% Section 6. and corresponding auto-response rule Describe use cases for Case teams 5% Salesforce Console Describe the functionality of the Salesforce Console Describe the components of the Console tab Set up the Salesforce Console navigate within the Salesforce Console 2% Custom Objects. Sample Exam Questions training & CertifiCation 6 . escalation rules. and the use of email templates Define Solutions and how they can be associated with Cases Build a Solution Category tree and assign Solutions to Categories Define suggested solutions and explain where to use them Describe what content is accessible via the Self-Service Portal Describe the ways to access the Self-Service Portal Build a Case Queue. including Business Hours.com Certified Administrator exam. The actual exam questions may be more or less difficult than this set of questions.Salesforce.com Certified administrator – Study guide ( Winter ‘11) Service & Support Administration (continued) Configure the settings and rules for Case processing. Applications. assignment rule. but should be used to become familiar with the types of questions on the exam.

C. 3. Only when a Record is created Every time a Record is created or edited Every kind of workflow evaluation criteria When a Record is edited and it didn’t previously meet the rule criteria 5. D. What must end users do to see this change? A.Salesforce. C. Sales User Marketing User Invoice Manager Contract Manager 4. B. Change their language personal preference to Spanish.) A.com Enable Customizable Forecasting Enable Multiple Currencies 6. D. Refresh their browser. What must an Administrator do to enable Advanced Currency Management for an organization? A. D. A single user Multiple users The record owner The record creator A Sales team role An Account team role training & CertifiCation 7 .) A. B.com Certified administrator – Study guide ( Winter ‘11) 1. C. Purchase Unlimited Edition licenses Request a feature license from salesforce.) A. D. B. An administrator changed the organization’s default language from English to Spanish. B. then log in again. Which feature does Salesforce CRM provide for restricting login access to the application? (There are three correct answers. C. C. D. C. B. Profile-based IP restrictions Organization-wide IP restrictions Profile-based login hour restrictions Organization-wide login hour restrictions 2. Nothing—they’ll see the application in Spanish immediately. Who may be assigned a workflow task? (There are five correct answers. D. Logout. Which profile is a standard Profile? (Select all that apply. F. E. Time-dependent workflow will not work with which type of workflow evaluation criteria? A. B.

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

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

Set the days and hours when users with this profile can use the system. To add or remove related lists. To change the order of the related lists. Click Edit in the Login Hours related list. Click Setup | Manage Users | Profiles and select a profile. By default. Customizing Your Display available in: All editions Click Setup | My Personal Information | Change My Display to change various personal display options. you can enable custom fiscal years that will let you define a more complex and flexible fiscal year structure. 4. Enabling Custom Fiscal Years If your fiscal year definition is not met by a standard fiscal year. The hours are exact times based on the Default Time Zone of the company as specified at Setup | Company Profile | Company Information. the system ends the user’s session when the restricted hours begin.Salesforce. Note: If a user logs in before the restricted hours. 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. to change which tabs display in each app. 1. Select the dashboard to use and click Save. 2. select a related list title in the Selected List box and click the Up or Down arrow. set the start and end times to the same value. Note: The first tab that displays when you select an app may change if your administrator changes the app’s default landing tab. Section 9-3. The link to customize your Home tab is available only if your administrator has customized your home page layout to include a dashboard. 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. Click Save when finished. For all other tabs. and click Save. Select “None” for the start and end times to allow users to be logged in at any time. Select an object from the drop-down list and click Customize My Pages to customize your display. Click Save. select a related list title and click the Add or Remove arrow. To prohibit users from using the system on a specific day. set which related lists display on your detail pages. you’ll see the tabs that are set for your profile. 3. 5. customize the dashboard snapshot that displays on the Home tab. You can: ▪ Click Customize My Tabs to change which tabs display when you log in or. make sure you’ve exported any data related to fiscal periods.com Certified administrator – Study guide ( Winter ‘11) 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. if you have multiple apps. training & CertifiCation 10 . 6. Add each tab you want to display. change the display order if desired. ▪ Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. For your Home tab. Section 9-2.

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

make sure the document is marked as Externally Available on the Documents tab so all email recipients can view the image. click Setup | Email | My Templates. • Alternatively. The attached file is included in every email that uses the template. the text-only version is automatically generated when you edit the HTML version. you can click [Change] next to the Author field to select a different author. edits to the HTML version are not reflected in the text-only version.” 12 ▪ ▪ ▪ ▪ training & CertifiCation . or merge fields.com recommends that you leave the text-only version blank.Salesforce. If you have permission to manage public email templates. Click Delete to remove the template. When you leave the text-only version blank. If you select an image logo or other graphic file. If you choose not to leave the text-only version blank and instead manually create a text-only version. subject. For more information. • Click Edit Text Version to change the content or merge fields of the text-only version. click Setup | Communication Templates | Email Templates. see “Understanding Dependencies. Salesforce CRM automatically creates the text-only content based on the current HTML version. ▪ Click Attach File from the Attachments related list to add an attachment to the template. Note: Salesforce. see “Cloning Email Templates. Click Clone to clone a template. For Visualforce templates: • Click Edit Template to change the markup of the template page. You can also send an email preview. If you have the “Manage Public Templates” permission. choose an option from the File Location drop-down list to select a file from your computer or from a document folder. To select a file: • Click the Search in Documents link to search for files in the Documents tab. From any Email Templates page: ▪ The Visualforce Attachments related list indicates which attachments are being generated through Visualforce markup. For more information. • Click Preview to view a sample of the template markup populated with data from your records. click Show Dependencies to see what components the template references. 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 leave the text-only version blank. the author is the person who created the email template.” If “Developer Mode” is enabled. Initially. click Edit to change the message content. For custom and HTML templates: • Click Edit HTML Version to change the content or merge fields of the HTML version. Note: All custom and HTML email templates include a text-only version for recipients who are unable to read HTML emails.com Certified administrator – Study guide ( Winter ‘11) To manage your personal email templates.

Unlimited. The most restrictive field access settings of the two always apply. 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. the Salesforce CRM partner portal. and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. case Status. list views. You can change the name of this record type. Record types can be used in various ways. lead processes. and solution processes: opportunity Stage. 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. if a field is required in the page layout and read only in the field-level security settings.com Connect Offline. For example. Managing Record Types available in: Enterprise. support processes. Force. Setting Field-Level Security ▪ ▪ Section 9-6. 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. search results.Salesforce. and page layouts to different users based on their profiles. email and mail merge templates. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. the Salesforce CRM customer portal. available in: Enterprise. Lead Status.com Certified administrator – Study guide ( Winter ‘11) Section 9-5. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. and solution Status. and when synchronizing data or importing personal data. Person accounts are account records to which a special kind of record type has been assigned. Important: The following user permissions override field-level security: ▪ ▪ “Modify All Data” “View All Data” 13 training & CertifiCation . and you can create additional person account record types. A default person account record type named “Person Account” is automatically created when person accounts are enabled for your organization. picklist values. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. and offer different picklist values for each. reports. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists. These record types are called person account record types. 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. Unlimited. custom links. the field-level security overrides the page layout and the field will be read only for the user.

When using a checkbox field for a report or list view filter. training & CertifiCation 14 . This process reduces the number of page layouts for you to maintain. and in the key lists on tab home pages. the maximum length of any auto-number field is 30 characters. and then click Fields. Section 9-7. Note: These field access settings apply throughout Salesforce CRM. use “true” for checked values and “false” for unchecked values. Field Type Auto Number Checkbox Description automatically assigns a unique number to each record. the import wizards and the weekly export tool use “1” for checked values and “0” for unchecked values. Custom Field Types The first step in creating a custom field is choosing the type of the field. and then click Edit. in lookup dialog search results. Below is a description of each custom field type. ë Click Set Field-Level Security. They also may be visible to users even though they reference fields your users can’t see. Set the fields that display in search results. then use page layouts primarily to organize detail and edit pages within tabs. ▪ ▪ Note: Roll-up summary and formula fields are always read only on detail pages and are not available on edit pages. • To set field-level security for a particular field on all profiles: ë Select Setup | Customize. Verify users’ access to fields by checking the field accessibility grid. Specify whether the fields should be visible. 20 of which are reserved for prefix or suffix text. or editable (visible without read only) for users based on their profile. After setting field-level security for users based on their profiles. ë In the Field-Level Security section. To define field-level security: 1. Do one of the following: • To set field-level security for all fields on a particular profile: ë Select Setup | Manage Users | Profiles. hidden.com Certified administrator – Study guide ( Winter ‘11) ▪ “View Encrypted Data” You can define field-level security from a profile or from a particular field. click a tab or activity link. Universally required fields always display on edit pages regardless of field-level security. 2. Field types not listed in custom field types may appear if your organization installed a package from the AppExchange that uses those custom field types. indicating a true or false attribute of a record. The relationship group wizard lets you create and edit relationship groups regardless of field-level security. ë Select a profile to change the field access for users with that profile. allows users to check a box. 3. Click Save. ë Select the field you want to modify. The settings also override any lessrestrictive field access settings on the page layouts. read only. Tip: Use field-level security as the way to restrict users’ access to fields.Salesforce. click View next to the tab you want to modify. you can: ▪ Create page layouts to organize the fields on detail and edit pages.

Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users.Salesforce.com (apex) triggers. Note: Salesforce. if this field is specified for contacts or leads. 22.com rounds numbers referenced in merge fields according to the user’s locale.35 and −12. see overview of relationships. the system automatically adds the percent sign to the number. You can create lookup relationship fields that link to users. 23. note that you can’t use custom email addresses for mass emails. or roll-up summary fields. you can create a custom hierarchical relationship field to store each user’s direct manager. a runtime error occurs. custom phone fields are displayed with the button. although you can create a master-detail relationship field on a custom object that links to a standard object.5 becomes −24. Note: Salesforce. Picklist allows users to select a value from a list you define. see overview of relationships. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity.5 becomes −22. you can then display a related list to show all of the records that are linked to it. −22. and the lookup field is not required in the page layout. 12. Number allows users to enter any number. Lookup relationship fields are not available in Personal edition. available for custom objects only.com uses the round half even tie-breaking rule for currency fields. this is treated as a real number and any leading zeros are removed. Salesforce. however. Lookup Relationship Master-Detail Relationship Creates a relationship between records where the master record controls certain behaviors of the detail record such as record deletion and security. for example.com recommends that you do not use a custom phone field for fax numbers. 12. Percent allows users to enter a percentage number. you can limit the data by specific dates using any custom date field.345 becomes 12. Values lose precision after 15 decimal places. for example. Note: if you are using the Service Cloud’s call center.5 becomes 24. Salesforce.com Certified administrator – Study guide ( Winter ‘11) Field Type Currency Description allows users to enter a currency amount.com uses the round half up tie-breaking rule for numbers in formula fields. Note: if the decimal value is greater than 15. for example. salesforce. which is validated to ensure proper format.Salesforce. Phone allows users to enter any phone number.35 and −12. this can be useful if you export data to excel or another spreadsheet. See Building formulas and operators and functions. lookup relationship fields from campaign members to other objects are available. you can limit the data by specific dates and times using any custom date field. standard objects.com sets the lookup field to null. for example.345 becomes 12. allows users to enter an email address. the time of day includes aM or PM notation. or custom objects. ‘10’. for more information on relationships.34. for example.com uses the round half up tie-breaking rule for number fields. workflow rules. in reports. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. for more information on relationships. Consequently. allows users to automatically calculate values based on other values or fields such as merge fields. users can choose the address when clicking Send an email. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. in reports.com automatically formats it as a phone number. Lookup relationship fields to campaign members are not available. Master-detail relationships cannot be used with campaign members. not the number of decimal of spaces specified in the number field configuration. validation rules. training & CertifiCation 15 . Values lose precision after 15 decimal places.345 becomes −12. Note: Salesforce. for example.34. Date Date/Time allows users to enter a date or pick a date from a popup calendar. allowing click-to-dial functionality. and −23. if a lookup field references a record that is deleted.5 becomes 22.345 becomes −12. and you add a percent sign to the number. Creates a relationship between two records so you can associate them with each other. and does not run any force. the system automatically formats the field as a currency amount. See entering Phone numbers. they can also add the current date and time by clicking the date and time link next to the field. allows users to enter a date or pick a date from a popup calendar and enter a time of day. on the associated record. a lookup relationship has no effect on record deletion or security.

map numeric lead fields to other numeric fields or long text area fields to other long text area fields. minimum. strike-out. ë You can map fields of type Text or Text Area to long text area fields. a custom account field called “total number of guests” displays the number of guest custom object records in the guests related list for accounts. the maximum field size is 32. To specify the mapping for custom lead fields: 1. You can set the length of this field type to a lower limit. underline. allows users to enter any combination of letters. for example. upload or link to an image. that is. With the use of a toolbar. if desired. automatically displays the record count of related records or calculates the sum. the maximum size for uploaded images is 1MB. only gif. 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. and opportunity fields. Text Text (Encrypted) Text Area Text Area (Long) Text Area (Rich) URL Section 9-8. or symbols that are stored in encrypted form. numbers. Enterprise. Select Setup | Customize | Leads | Fields | Map Lead Fields. Click Save. modify alignment. and Developer editions User Permissions Needed to map lead fields: “Customize application” When you convert a qualified lead. You can set a maximum length of up to 175 characters. choose a custom account. • Remember to map custom lead fields to other custom fields of the same data type. you can specify how you want that custom information converted into custom account. Professional. contact. or maximum value of related records. your data may become truncated if the mapped text field is not large enough to hold the entire lead picklist value. redo. or symbols. jpeg and png file types are supported. When users click on the field. these 2 characters count toward the 32.000 character limit. these fields display each value separated by a semicolon. add a hyperlink. allows users to enter any combination of letters. the toolbar allows the user to undo. for more information. Unlimited. inclusive of all the formatting and HtML tags. a line break and a return character are added to the text. numbers. However.000 characters is allowed. the UrL will open in a separate browser window. indent. italicize. to enable encrypted fields for your organization. or opportunity field into which you want the information inserted when you convert a lead.000 characters.com. training & CertifiCation 16 . Mapping Custom Lead Fields available in: Group. the information from the standard lead fields is inserted into standard account. any length from 256 to 32. add a numbered or non-numbered list. If your organization has custom lead fields.Salesforce. allows users to enter up to 255 characters of any valid website address. note that only the first 50 characters are displayed on the record detail pages. and outdent. bold. You can set a maximum length. this data type is not available for activities or products on opportunities.000 characters that display on separate lines similar to a Description field. contact. up to 255 characters. For each custom lead field. There are some exceptions: ë You can map between text and picklist fields. allows users to enter up to 32. contact salesforce. or opportunity fields. note that every time you press Enter within a long text area field.com Certified administrator – Study guide ( Winter ‘11) Field Type Picklist (Multiselect) Roll-Up Summary Description allows users to select more than one picklist value from a list you define. users can format the field content and add images and hyperlinks. contact. allows users to enter up to 255 characters that display on separate lines similar to a Description field. see Using rich text area fields.

Assets. In other words. including Personal Setup pages. please follow the instructions at the end of this message. that lead field mapping will be deleted. Which standard application terminology can be renamed? Only the following standard tabs and objects can be renamed: Accounts. Campaigns. Text Area. and opportunity. currency. ▪ ▪ ▪ The standard list views on every Salesforce tab will continue to use the standard object names even if you change them. and field names show up within the application? All Salesforce CRM pages accessible by your end users. ë Do not map custom formula fields to other formula fields or any other type of field. support. object. • Any standard lead picklist fields that are blank are mapped to the default picklist values for the account. ë Roll-up summary fields are not available for mapping lead fields of converted leads. Where will the new tab. If you’re ready to move ahead with this feature. For example. or Picklist. contact. or percent fields of exactly the same length and decimal places. map it to another custom currency field with a length of 3 and 2 decimal places. Opportunities. For example. will automatically reflect the new terminology you define. Titles and descriptions of all standard reports will continue to use the standard object names even if you change them. if your lead currency field has a length of 3 and 2 decimal places. Contracts. Partners. Documents.” Please note that all Administrator Setup pages will continue to use standard Salesforce CRM names even if you change them. if you rename Accounts to Companies.com wants to make sure you’re aware of this limitation before we activate the feature for your organization. Salesforce. 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. all labels and sentences on these pages will be automatically reconstructed to reflect your new terminology. Titles and descriptions of all standard email templates will continue to use the standard object names even if you change them. 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. all references to “accounts” will be changed automatically to “companies. and release communications. and Solutions. Cases. Price Books. or Percent to other number. Leads. especially in the areas of help. Products. You will need to rename each tab manually.com Certified administrator – Study guide ( Winter ‘11) ë You can map auto-number fields to fields of type Text. Note: You cannot rename the Forecasts tab. Please review the information below in detail. Currency.com’s standard application terminology will have some implications on your Salesforce CRM administration and your users’ experience in the application. • Remember to map custom lead fields of type Number. Section 9-9. training. training & CertifiCation 17 .com disable this feature): Renaming salesforce. Contacts. Note: If you change the data type of any custom field used for lead conversion.Salesforce.

reports.com Certified administrator – Study guide ( Winter ‘11) ▪ Any customizations you previously implemented where you used the standard Salesforce terminology will need to be changed manually. however. indicates whether an aPi token has ever been reset. page layouts.” you’ll have to change it to “Company Health Check” to reflect your new terminology. and other pages where the entire name does not fit. Up to 40 characters are allowed in this field. Salesforce CRM will let you point our context-specific help links on each end-user page to your own online help. 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. User’s default currency setting for new records. Section 9-10. your users will first see a new overview page when they click on our online help links. Company name where the user works. you can also create your own online help and user documentation. and communication templates. Some fields are only displayed to administrators when creating or editing users. City portion of the user’s address. including creation date and time. if you already have a custom email template titled “Account Health Check. and reports. Here’s a description of the fields (in alphabetical order) that make up a user’s personal information in Salesforce CRM. this field is not available if your organization has disabled your choice to receive emails from salesforce. (read only) User’s default currency for quotas. Up to 8 characters are allowed in this field. available only for organizations that use multiple currencies.com. If your organization renames tab and object names. 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 Description Checkbox that enables or disables a user interface mode designed for visually impaired users. For example. forecasts. indicates whether the user is allowed to use customizable forecasting. Up to 40 characters are allowed in this field.com uses this field to help you troubleshoot issues related to aPi tokens if issues should occur. administrative checkbox that enables or disables user login to the service. the name of the call center to which this user is assigned. Shown only in organizations using multiple currencies. 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. Short name to identify a user on list pages. opt in to receive administrator-targeted promotional emails from salesforce. Country portion of the user’s address. In addition. record types. Up to 255 characters are allowed in this field. this must be one of the active currencies for the organization. reports. User who created the user. This new page will provide the mapping between Salesforce CRM’s standard names and your renamed terminology. User Fields The available fields vary according to which Salesforce CRM edition you have.com. This list includes but is not limited to custom fields. This limitation should be an important consideration in deciding whether to rename Salesforce CRM’s standard terminology. Salesforce.Salesforce. training & CertifiCation 18 . name of the associated contact if the user is a partner user. Up to 40 characters are allowed in this field. Street address for a user. views.

this field is only visible to organizations that have Visualforce enabled. Country or geographic region in which user is located. for example. (read only) Last name of a user. they display using a 24-hour clock (for example. the value used to identify a user for federated authentication single sign-on. by default. email address of a user. Salesforce CrM lets you inactivate users who are referenced in the Manager field. PC Sales group. for example. first name of a user. and ISO-2022-JP are useful for Japanese users. the new record is assigned to the existing record’s division. available only in organizations that use divisions to segment their data. UTF-8 (Unicode) represents all characters for all the world’s languages. date/time. the Locale setting also affects the first and last name order on Name fields for users. the locale is set at the organization level via Setup | Company Profile | Company Information. Up to 80 characters are allowed in this field. dates in the english (United States) locale display as 06/30/2000 and as 30/06/2000 in the english (United Kingdom) locale. not available in Personal edition or group edition. and number fields. the Locale setting affects the format of date. this user can also approve approval requests for users. for example. identifying number for a user. Character set and encoding for outbound email sent by a user from within Salesforce.Salesforce. time of day a user generally stops working. the default division is not used. Depending on the approval process settings. When users create records related to an account or other record that already has a division. Up to 40 characters are allowed in this field. as displayed on the user edit page. whereas in the english (United Kingdom) locale. as displayed on the user edit page. the organization’s Display Language applies to all users. enables development mode for creating and editing Visualforce pages. 14:00). this field establishes a hierarchical relationship. available at Setup | My Personal Information | Personal Information. the default currency for all currency amount fields in the user record. a user’s individual Language setting overrides the organization’s Default Language. to all new accounts and leads created by the user. Users can change their division at any time. this setting does not restrict the user from viewing or creating records in other divisions.com Certified administrator – Study guide ( Winter ‘11) Field Default Division Description Division that is applied. Used to define the times that display in the user’s calendar. Company division to which user belongs. the primary language for the user. Manager Lookup field used to select the user’s manager. ISO8859-1 represents all Latin characters and should be used by english-speaking users. Bob Johnson in the english (United States) locale displays as Bob Johnson. enterprise. in organizations using Professional. EUC-JP. Delegated Approver Department Development Mode Division Email Email Encoding User lookup field used to select a delegate approver for approval requests.com. leads. overrides the organization setting. training & CertifiCation 19 . unless he or she explicitly sets a different division. Shift_JIS. and Unlimited edition. for Personal and group edition users. 2:00 PM). Must be a valid email address in the form: jsmith@acme. for all other users. this field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields. fax number for a user. Up to 40 characters are allowed in this field. Up to 80 characters are allowed in this field. but is not supported by some older email software. and contacts. group that user works for. all text and online help is displayed in this language. such as Customer Support. preventing you from selecting a user who directly or indirectly reports to himself/herself. available only for organizations that use multiple currencies. Note: Unlike other hierarchy fields. indicates the type of user license. Employee Number End of day Fax Federation ID First Name Information Currency Language Last Login Last Name User License Locale Date of last login. whereas the Chinese (China) locale displays the name as Johnson Bob. Up to 80 characters are allowed in this field. their personal locale. times in the english (United States) locale display using a 12-hour clock with aM and PM (for example.

if selected. workspaces. to receive real-time email alerts. administrative checkbox that indicates whether a user has access to use force. Up to 80 characters are allowed in this field. select this checkbox and do not select the Receive Salesforce Content Daily Digest checkbox. or authors. Mobile Configuration the mobile configuration assigned to the user. roles are selected from a picklist of available roles. or authors. administrative field that specifies the position of a user within an organization. workspaces. the Mobile User checkbox is enabled by default for Unlimited edition users. such as Western region Support Manager. Mobile Mobile User Cellular or mobile phone number. 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. Primary time zone in which a user works. including modification date and time. the number of user records with this checkbox enabled cannot exceed the total number of mobile licenses in the organization. tags. available in enterprise and Unlimited editions only. granting the user access to Salesforce CrM’s mobile capabilities. to use the campaign import wizards. and Unlimited editions only. administrative field that defines a user’s permission to perform different functions within the application.” Modified By Name Newsletter Offline User Phone Self-Registered via Customer Portal Profile Receive Salesforce Content Daily Digest Receive Salesforce Content Email Alerts Role 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. this field is only visible to organizations that use Salesforce CrM to manage mobile configurations. edit. specifies that a user with Salesforce CrM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content. User who last changed the user fields. available in Developer. amount of disk storage space the user is using. and delete campaigns and configure advanced campaign setup. the user must also select the Receive Salesforce Content Email Alerts checkbox. this field defaults to the mobile configuration assigned to the user’s profile. training & CertifiCation 20 . 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).com. Checkbox that specifies if the user was created via self-registration to a customer portal. to receive email.com Certified administrator – Study guide ( Winter ‘11) Field Marketing User Description Checkbox that indicates whether a user has access to create.com. Zip code or postal code portion of a user’s address. administrative checkbox that indicates whether a user has access to use Salesforce CrM Content. opt in to receive user-targeted promotional emails from salesforce. Users in arizona should select the setting with “america/Phoenix. which can be changed by an administrator. Phone number of a user.Salesforce. time of day a user generally starts working. disable the checkbox for all your users. Up to 40 characters are allowed in this field. Up to 20 characters are allowed in this field. as displayed on the user detail page.” and users in parts of indiana that do not follow Daylight Savings time should select the setting with “america/indianapolis. not available in Personal edition or group edition. State or province portion of a user’s address. administrative field that defines the user’s login.com offline. Up to 20 characters are allowed in this field. enterprise. (read only) Combined first and last name of a user. Used to define the times that display in the user’s calendar. if selected. allocates one Salesforce CrM mobile license to the user. Up to 40 characters are allowed in this field. Up to 80 characters are allowed in this field. this field is not available if your organization has disabled your choice to receive emails from salesforce. if no mobile configuration is specified. Listing of custom links for users as set up by your administrator. tags. to prevent users from activating Salesforce CrM on their mobile devices before you’re ready to deploy Salesforce CrM mobile in your organization. specifies that a user with Salesforce CrM Content subscriptions will receive a oncedaily email summary if activity occurs on his or her subscribed content. if selected.

Note: Mass transfers do not trigger workflow rules.. This option applies only to closed opportunities owned by the account owner. Unlimited. • Select the Transfer closed opportunities checkbox if you want to transfer closed opportunities associated with the account. check the box in the column header to select all currently displayed items. 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. checkbox to set the division of all transferred records to the new owner’s default division. Choose Find to look for records that match. For example.. 10. 11. 8. make sure the new owner has sharing access and at least “Read” permissions to the record you’re transferring and all associated records. Optionally. some associated items that are owned by the current record owner are also transferred to the new owner. checkbox if you want to transfer open cases that are owned by the existing account owner and associated with the account. Choose Setup | Data Management | Mass Transfer Records. • Select the Transfer closed cases checkbox if you want to transfer closed cases that are owned by the existing account owner and associated with the account. Fill in search conditions that the records you’re transferring must match. 7. you can: • Select the Transfer open opportunities. • Select the Transfer open cases..Salesforce. 5. Click Transfer. checkbox if you want to transfer open opportunities owned by other users that are associated with the account. Before transferring a record. Transferring Records available in: Group.” 9. Professional. training & CertifiCation 21 .. In the Transfer to field. For leads.com Certified administrator – Study guide ( Winter ‘11) Section 9-11. fill in the name of new record owner. Select the checkbox next to each record you want to transfer. Transfer of Associated Items When you change record ownership.. If your organization uses divisions. For leads. 3. Optionally. Deselect this checkbox if you want to remove the existing account team associated with the account. fill in the name of the existing record owner in the Transfer from field. 2. 6. you could search accounts in California by specifying “Billing State/Province equals CA. closed opportunities owned by other users aren’t changed. • Select the Keep account teams checkbox if you want to maintain the existing account team associated with the account.. When transferring accounts. Click the link for the type of record to transfer. select the Change division. 4. Enterprise. you can transfer from users or queues. you can transfer to users or queues.

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. open opportunities owned by the current account owner. • Be sure to select the Campaign field (and optionally. Section 9-12. the Campaign Member Status field) if you’re using Web-to-Lead as part of a campaign. use the Add and Remove arrows to move fields between the Available Fields list and the Selected Fields list. 4. The new owner may need to manually share the transferred accounts and opportunities as necessary to grant access to certain users. or sales teams is removed. Leads Access to Transferred Items When transferring accounts and their related data in Professional. 3. Leave this option blank if you don’t wish to send emails when no response rules apply. the user who will be listed as the creator of online leads and who will appear as the sender of email responses. if you set up response rules to use different email templates based on the information submitted.com Certified administrator – Study guide ( Winter ‘11) Record Accounts Associated Items that are Also Transferred Contacts (on business accounts only). open activities are not transferred. To select the fields to include on your Web-to-Lead form. Unlimited. click Create Web-to-Lead Form. Any relevant sharing rules are then applied to the data based on the new owners.” Note: auto-response rules are not available in group edition. notes. • For organizations using multiple currencies. all previous access given by manual sharing. this user must have the System administrator profile or the “Modify all Data” and “Send email” permissions. closed opportunities and open opportunities owned by other users. Setting Up Web-to-Lead available in: Group. Professional. 5.Salesforce. 2. otherwise. Unlimited. sharing rules. add the Lead Currency field if you add any currency amount fields. attachments. To create and generate a Web-to-Lead form. open activities. and Developer Editions. all amounts will be captured in your corporate currency. When transferring leads to a queue. open activities. the default response template to use for the email response that is automatically sent to prospects when they submit an online lead. the default response template is used when no response rules apply. Use the Up and Down arrows to change the order of the fields on your form. training & CertifiCation 22 . Enterprise. Enterprise. this template must be marked as “available for Use. Tip: Use a custom multiselect picklist to allow potential customers to express interest in several products. Click Setup | Customize | Leads | Web-to-Lead. and Developer editions User Permissions Needed to set up Web-to-Lead: “Customize application” To set up Web-to-Lead: 1. Click Save. and optionally.

” and are changed to “Read” only when the lead owner views or edits that lead. Copy the generated HTML code and provide it to your company’s Webmaster so he or she can incorporate it into your Web site. 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. In addition.com. 8. select the language for the form labels displayed on your Web-to-Lead form. the Default Lead Creator (specified in the Webto-Lead setup) will receive an email containing the additional lead information. add the line <input type=”hidden” name=”debug” value=”1”> to your code. This URL could be a “thank you” page or your company’s home page. which is needed to export data. and Unlimited editions available for an additional cost in: Professional edition User Permissions Needed to export data: “Weekly Data export” Your organization can sign up to receive backup files of your data. Don’t forget to remove it before releasing the Web-to-Lead page to your Web site. Exporting Backup Data available in: Enterprise. 6. and click Generate. This line redirects you to a debugging page when you submit the form. 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. Click Finished. Also. Section 9-13. If you want to test the Web-to-Lead form. Users can select the My Unread Leads list view to quickly locate all their new leads. If your organization uses the translation workbench or has renamed tabs. if a new lead cannot be generated due to errors in your Web-to-Lead setup. contact salesforce. For Web leads that are generated as part of a campaign. If your organization exceeds its daily Web-to-Lead limit. select the Lead Record Type field if you want users submitting Web-generated leads to select a specific record type. Note: If you give a user the “Weekly Data Export” permission. All universally required fields must have a value before a record can be created via Web-to-Lead. Customer Support is notified of the problem so we can help you correct it. Default Locale and Currency Locale. To sign up for the Data Export Service. 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. You can export all your organization’s data into a set of comma-separated values files. Specify the complete URL to which users should be directed after they submit their information. The source of your Web-to-Lead form is always in your personal language. All leads generated from your Web site are initially marked with the “default status” specified by the Lead Status picklist.com Certified administrator – Study guide ( Winter ‘11) • For organizations using record types on leads. Salesforce CRM runs field validation rules before creating records submitted via Web-to-Lead and only creates records that have valid values.Salesforce. 9. 7. training & CertifiCation 23 . This permission is granted by default only to the System Administrator profile because of the wide visibility it enables.

you may have to make adjustments to the export file before viewing it. has correctly entered the text into the overlay.Salesforce. 6. You can follow the link in the email or use the Data Export link to download a zip file of your backup data. Salesforce CRM uses CAPTCHA technology provided by reCaptcha to verify that a person. as opposed to an automated program. We recommend that you include all data if you’re not familiar with the terminology used for some of the types of data. and time of day for your scheduled export.” Tip: Any automated processes that process the export files should rely on the column headings in the CSV files.. Select Include attachments. Salesforce CRM creates CSV files of your data. you can generate backup files manually once every 6 days or schedule them to generate automatically at weekly or monthly intervals. training & CertifiCation 24 . Note the following: • Formula and roll-up summary fields are always excluded from exports. Note: For security purposes. 4. However.com Certified administrator – Study guide ( Winter ‘11) If your organization is configured for data export. Select the types of data to include in your export. The Schedule Export option lets you schedule the export process for weekly or monthly intervals. If you’re running the export now. CAPTCHA is an acronym that stands for “Completely Automated Public Turing Test To Tell Computers and Humans Apart. data from all divisions is included in the export. after that. zips them into one archive. Select Replace carriage returns with spaces if you want your export files to have spaces instead of carriage returns or line breaks. the contact data only includes the fields shared by contacts and person accounts. Select the desired encoding for your export file. select the frequency. This simple. This option is only available if a week has passed since your last export. all account fields are included in the account data. Salesforce CRM may require users to pass a user verification test to export data from their organization. person account records are included in the contact data. you can include all data in your export file. If you scheduled the export. Click Setup | Data Management | Data Export and Export Now or Schedule Export. indicate who should be notified by email when the backup files are ready. and emails you when the file is ready. 2. start and end dates. text-entry test helps prevent malicious programs from accessing your organization’s data. users must type the two words displayed on the overlay into the overlay’s text box field and click the Submit button. click Start Export. Note that the words entered into the text box field must be separated by a space. • If your organization uses person accounts and you’re exporting accounts. You have 48 hours to download the zip file from this page. Depending on the encoding selected. click Save. 7. Also. To pass the test. 5. If desired. 3. If you’re scheduling your export. rather than the position of the columns.. • If your organization uses person accounts and you’re exporting contacts. This functionality may be useful if you plan to use your export files for importing or other integrations. 1. The Export Now option prepares your files for export immediately. if you want your export data to include attachments. it will be deleted. • If your organization uses divisions.

When dashboard data is refreshing. Unlimited. users view the most current data. Professional.. weekly. giving all users who can view the dashboard access to data they might not be able to see otherwise.. click Refresh again. Refreshing Dashboard Data available in: Group. 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. Section 9-15. This functionality bypasses all security settings. If your dashboard data does not refresh after 10 minutes. and Developer editions User Permissions Needed to refresh dashboard data: “run reports” anD access to view dashboard folders The data in each dashboard is as current as the date and time displayed in the As of. field at the top right corner of the dashboard.com Certified administrator – Study guide ( Winter ‘11) Section 9-14. training & CertifiCation 25 .Salesforce. the notification displays text that includes a link to the dashboard in Salesforce CRM. the refresh automatically stops. 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. If necessary. • Click Others. In email applications that do not support HTML. or monthly so that you can work in Salesforce CRM without having to wait for the most recent data to refresh. The user in the Running User field determines the dashboard’s level of access to data. Additional refreshes submitted during a refresh and up to 1 minute after the completion of a refresh are ignored. Furthermore.. Click Refresh to replenish your dashboard with the most recent data. the dashboard data refreshes for anyone else in your organization that has access to that dashboard... from the drop-down button. select a dashboard from the View Dashboard drop-down list. You can only send dashboard refresh notifications to email addresses included on Salesforce user records. Users can view the dashboard after they log in. To schedule a dashboard refresh: 1. to send an email that includes the refreshed dashboard to additional users. a Refreshing Dashboard field displays at the top right corner of the dashboard. you can send an email notification to yourself and other users that includes the dashboard in HTML format. Note: Enterprise and Unlimited Edition users can schedule dashboard refreshes. Enterprise. 2. When you refresh a dashboard.. after a refresh completes. Click Refresh and choose Schedule Refresh. On the Dashboards tab. 3. You can leave the dashboard and perform other functions in Salesforce CRM while the data refreshes.

3. Click Del to permanently delete all instances of the scheduled dashboard refresh. For example. the dashboard ▪ ▪ training & CertifiCation 26 . choose “last” from the On day of every month drop-down list. 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. more options display that allow you to refine the frequency criteria. if the Time Zone field on your user record is set to Pacific Standard Time. or Monthly fields. if you schedule a dashboard to refresh on the 31st day of every month. the dashboard will only refresh on months that have that specific day. 5.Salesforce. To view the All Scheduled Jobs page... • In the Preferred Start Time drop-down list. from the drop-down button. click the Find available options. • Your preferred start time may not be available if other users have already selected that time to refresh a dashboard. link to choose a preferred start time for the dashboard refresh. select the frequency at which the dashboard refreshes.com Certified administrator – Study guide ( Winter ‘11) 4. The dashboard refresh runs within an hour of the time you select in the Preferred Start Time drop-down list. If you schedule a dashboard to refresh on a specific day of every month. Weekly. if you select 2:00 PM as your preferred start time. When you click the Daily. Unlimited Edition users can schedule up to two dashboard refreshes per hour per day. • In the Start and End fields. If you want a dashboard to refresh on the last day of every month. For example. 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. Enterprise Edition users can schedule up to one dashboard refresh per hour per day. Dashboards refresh in the time zone of the user who schedules the refresh. then the dashboard will only refresh on months that have 31 days. Tip: Optionally. For example. The scheduled refresh is permanently deleted and not sent to the Recycle Bin. You can perform the following actions on the All Scheduled Jobs page next to a specific dashboard refresh: ▪ ▪ ▪ ▪ Click Edit to update the notification and frequency settings of all instances of the scheduled dashboard refresh. Click Refresh and choose Schedule Refresh. To delete a scheduled dashboard refresh: 1. Select the dashboard that has a scheduled refresh you want to delete from the View Dashboard drop-down list on the Dashboards tab. specify the dates during which you wish to schedule dashboard refreshes. Click Delete. and you schedule a dashboard to refresh every day at 2:00 PM. Schedule the dashboard refresh: • In the Frequency field. Click Save to schedule the dashboard refresh. click Setup | Monitoring | Scheduled Jobs. then the dashboard will refresh every day at 2:00 PM Pacific Standard Time... 2.

Users can click any dashboard component in a dashboard refresh notification to view the report the dashboard component represents. and delete reports. they view the notifications when the email clients are not connected to the Intern ▪ ▪ Section 9-16. Solution Manager. Solution Manager. Contract Manager administrator. save. the dashboard must be in a public folder with access granted to others. Contract Manager administrator. To view the report that a table or metric dashboard component represents. General User Permissions Permission Name Activate Contracts Approve Contracts Convert Leads Functions Controlled Change contract status to activate. Contract Manager administrator administrator administrator administrator Create and Customize Reports View the reports tab.Salesforce. and opportunities Profiles administrator. Standard User. View dashboards based on reports Create AppExchange Packages Create Workspaces Delete Activated Contracts Download AppExchange Packages Create appexchange packages Create Salesforce CrM Content workspaces Delete contracts regardless of status. edit. Create. Dashboard components that include S-controls may not display in dashboard refresh notifications. Contract Manager administrator. users can click the name of the dashboard to log in to Salesforce CRM and view the dashboard directly. create. contacts. Tips on Dashboard Refresh Notifications Consider the following when scheduling dashboard refresh notifications: ▪ ▪ ▪ ▪ Dashboard refresh notifications may not display properly in Microsoft Outlook 2007. and edit contracts install or uninstall appexchange packages from the appexchange training & CertifiCation 27 . read only. 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. create. run. Note that users must log in to Salesforce CRM to view the report the dashboard component represents. edit. Standard User. Marketing User. To send a dashboard refresh notification to other users. Other users cannot access dashboards in your personal folders. After users receive dashboard refresh notifications in their email clients. and delete contracts apply an approved status to a contract Convert leads into accounts. Marketing User. Users must log in to Salesforce CRM to view S-control data displayed in real time. users must click the name of the first column on the table or the metric label. depending on how many other dashboards are scheduled to refresh at that time. In HTML-formatted dashboard refresh notifications.com Certified administrator – Study guide ( Winter ‘11) ▪ may refresh any time between 2:00 PM and 2:59 PM. activate. General Permissions The following table shows the general permissions associated with each standard profile.

Solution Manager administrator Edit Forecasts Create. Solution Manager. Standard User. Solution Manager. Marketing User. Standard User. and delete workspace permissions in Salesforce CrM Content Create. Categorize solutions 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. and delete tasks Export Reports Use the Export Details to Excel and Printable View links to export reports to excel Import Leads Import Personal Contacts import leads and update campaign history using import wizards import personal accounts and contacts Import Solutions Mange Analytic Snapshots import solutions for the organization Set up and schedule analytic snapshots to run (also requires the “Schedule Dashboards. Standard User. Contract Manager administrator.com Certified administrator – Study guide ( Winter ‘11) Permission Name Edit Events Functions Controlled Create. such as mass transfer of cases Create. Marketing User. Solution Manager. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. Standard User. Solution Manager. Marketing User. and delete custom fields in Salesforce CrM Content Create. Contract Manager administrator. Contract Manager administrator. this permission is not available for customizable forecasts. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. Marketing User. edit.Salesforce. and delete solutions that are accessible to the public on your self-service portal or Web site. edit. Contract Manager administrator. When you convert to customizable forecasts. Standard User. edit. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Standard User. Standard User. Perform actions on multiple cases in a list view. and delete forecasts. Solution Manager. Marketing User. Solution Manager. Contract Manager administrator. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota.” and “View Setup and Configuration” permissions) Set support business hours. Set up email-to-Case. Solution Manager. Marketing User. Marketing User. Contract Manager administrator.”“run reports. Marketing User. edit. this permission is only available for customizable forecasts. Solution Manager. edit. Contract Manager administrator. Marketing User administrator. edit. Solution Manager training & CertifiCation 28 . Standard User. edit the Support Settings. edit. and delete events Profiles administrator.

Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. Contract Manager administrator. this permission is only available for customizable forecasts. Standard Platform User. Standard User. Manually assign accounts to territories. read only.Salesforce. Send mass Stay-in-touch update emails Override Forecasts override your own forecast as well as forecasts for users that report directly to you in the role hierarchy. Marketing User. View dashboards based on reports Send Email Send email to a single contact or lead. Marketing User. Contract Manager. Solution Manager. if the Show Custom Sidebar Components on All Pages user interface setting is selected. add and remove users from territories. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Standard User. Standard Platform one app User administrator. Solution Manager. Solution Manager. Configure organization-wide territory management settings allow users to edit two or more records simultaneously from a list with inline editing Profiles administrator Manage Territories administrator Mass Edit from Lists administrator. Contract Manager administrator. Standard User. Marketing User. Marketing User. Solution Manager. Marketing User. Mass transfer leads via the Mass transfer feature. run reports. Standard User.com offline Run Reports View the reports tab. Create and edit account assignment rules. displays your custom sidebar on all pages in Salesforce CrM. the “Show Customer Sidebar on all Pages” permission is not available.com Certified administrator – Study guide ( Winter ‘11) Permission Name Manage Self-Service Portal Functions Controlled Set up and maintain Self-Service settings (also requires the “Customize application” permission to modify Self-Service page layouts and delete your organization’s Self-Closed Case Status value). Contract Manager administrator. Standard User. Solution Manager. Solution Manager. Standard User. run Self-Service reports Create and edit territories. Products show in Offline Specify if products and price books are available in force. Contract Manager administrator. instead of the Salesforce user database Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none training & CertifiCation 29 . Marketing User. read only. Contract Manager none Mass Email Send bulk emails to contacts and leads. Solution Manager. Contract Manager administrator. Standard User. Send Stay-in-touch update emails Send Stay-in-Touch Requests Send Stay-in-touch email requests Show Custom Sidebar On All Pages if you have custom home page layouts that include components in the sidebar. Marketing User.

a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. Search Fields The types of records you can search vary according to which edition you have. Defining Custom Report Types available in: Professional. Profiles administrator Standard Object Permissions For each type of data. users can create custom reports from it. For example.Salesforce. object relationships. training & CertifiCation 30 . edit. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18. You can search for information within any of the fields listed below. The column lists fields searched in both the Sidebar Search and Advanced Search. When you convert to customizable forecasts.com Certified administrator – Study guide ( Winter ‘11) Permission Name View All Forecasts Functions Controlled View any user’s forecast regardless of the forecast role hierarchy. Unlimited. Once you have defined a custom report type. and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. That user will not be able to view the Contacts tab when selecting the custom app that contains it. users with that profile will not see that type of data anywhere. Section 9-17. this permission is only available for customizable forecasts. and delete records Note: If you remove the “Read” permission from a profile. you can specify the following user permissions: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Read – Users can only view records of this type Create – Users can read and create records Edit – Users can read and update records Delete – Users can read. and fields. including: Tab will not be visible Fields of that type will not be visible on other tabs Related lists of that type will not be visible on other tabs Search results will not return records of that type Report data for records of that type will not be available Merge fields of that type will not be available Custom links of that type will not be visible The only exception is within the setup area. Enterprise. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission.

com Certified administrator – Study guide ( Winter ‘11) To define custom report types: 1. 6. 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. From the Primary Object drop-down list. 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. you cannot change the primary object associated with it. 7. 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. 2. Enter a name for your custom report type in the Report Type Name field. For example. if you select accounts as the primary object for your custom report type. you must define a new custom report type. and the custom object is deleted. choose the object relationships a report can display when run from a custom report type. Click New Custom Report Type. For example. 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. including those you do not have permission to view. select the primary object from which you want to build your custom report type. • The primary object you choose determines the views available to users creating or running reports from your custom report type. • Choose “Deployed” as the Deployment Status when you want to allow users to create and run reports from the custom report type. Click Next. 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. 3.Salesforce. 5. The name must be unique so that it can be distinguished from other custom report types in your organization. even if you don’t have permission to view leads. training & CertifiCation 31 . Making the status “In Development” also prevents all users except those with the “Manage Custom Report Types” permission from creating and running reports from the report type. In addition. Enter a description for your custom report type. • All objects display in the Primary Object drop-down list. • After you save a custom report type. 4. Select a category in which to store the custom report type on the Select the Report Type page of the report wizard. Click Setup | Create | Report Types. If you want to change the primary object. leads are available in the Primary Object drop-down list so that you can build lead report types for other users. then the custom report type and any reports created from it will automatically be deleted. 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. Next.

lead. 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. when entering a description for your custom report type. Furthermore. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts.” Section 9-19. 3. View the detail page of the individual you want to link to the campaign. For example. For example. such as via a phone call to a sales rep. considering naming that report Accounts with or without Contacts. 6. click Add Campaign. lead. To associate a contact. 7. Unlimited. change the Deployment Status back to “In Development” if you want to make further enhancements. ▪ ▪ After deploying a custom report type. or person account on an existing campaign: 5. Select the Status of the individual for the campaign. 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. 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. Updating Campaign History available in: Enterprise.Salesforce.com Certified administrator – Study guide ( Winter ‘11) ▪ When entering a name for your custom report type. 4. 2. or person account with a campaign: 1. To update the member status for a contact. and click Next. Change the Status of the individual. and click Save. consider describing that report as This allows you to report on accounts and their contacts. Select the campaign. click Edit next to the campaign name. In the Campaign History related list. and click Save. or person account. Accounts will display if they have no contacts. you can manually link a contact. lead. we recommend that you clarify how the object relationships affect report results. or person account to a campaign and update that individual’s campaign status. Any user can do this via the Campaign History related list on a contact. In the Campaign History related list. training & CertifiCation 32 . lead. if you’re defining a custom report type from which users can run reports that include accounts that may or may not have contacts.

Campaign FAQ available in: Enterprise. Adding Contacts to Campaigns Contact Source a report of existing contacts a CSV file of existing contacts a list view of existing contacts an individual contact detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Campaign Update Wizard adding Contacts or Leads from a List View to a Campaign adding. In addition. lead. The following tables describe additional methods to add campaign members. Both contacts and leads can be associated with your campaigns as campaign members.000 per report 50.Salesforce. edit.000 per import file 250 per list page 1 Adding Leads to Campaigns Lead Source a report of existing leads a CSV file of new leads a list view of existing leads an individual lead detail page Recommended Campaign Member Tool Maximum Number of Records adding Campaign Members from reports Lead import Wizard adding Contacts or Leads from a List View to a Campaign adding. You can easily add members from a campaign member detail page by clicking the Manage Members drop-down button in the campaign detail section or in the Campaign Members related list. view the advanced campaign setup. and delete campaigns and configure advanced campaign setup.000 per report 50. editing. 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. then selecting one of the following options: ▪ ▪ ▪ ▪ Add Members – Search to add campaign members from a search. How can I track which opportunities resulted from campaigns? Your company’s campaigns typically will target existing customers (contacts) and/or prospective customers (leads). Unlimited. Edit Members – Search to view.com Certified administrator – Study guide ( Winter ‘11) Note: The Campaign History related list shows the associated campaigns for a contact. Can I use mass email for my email campaigns? Mass email is designed for small-scale sales and support mailings. Update & Add Members – Import File to edit campaign member status using an import file. or delete existing campaign members. or Cloning individual Campaign Members 50. or Cloning individual Campaign Members 50. editing. or run campaign reports. users in your organization can view campaigns. Add Members – Import File to add campaign members by importing leads from a comma-delimited text file (. However.csv). An administrator must select the Marketing User checkbox on a user’s personal information to designate that user as a Marketing User. or person account plus the individual’s current status on the campaign. only designated Marketing Users with the appropriate user permissions can create. update.000 per import file 250 per list page 1 training & CertifiCation 33 . not for marketing purposes. We recommend that you use a third-party email-execution vendor to send emails for marketing campaigns. and Developer editions available for an additional cost in: Professional edition Who has access to campaigns? Depending on your sharing settings. 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).

com Certified administrator – Study guide ( Winter ‘11) Section 9-20. including activities. click the campaign name to display detailed information. 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. You can also select a campaign name from the Campaign History related list of an associated lead. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. When you’ve finished. 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. In the lookup dialog. 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. contact. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy. attachments. Leads. click Save. campaign hierarchies. and then change the fields you want to update. click one of the tag names to view a list of all records with that tag. click Edit. You can click individual items to display additional detail. Note: If your organization has enabled inline editing. Unlimited. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. Tip: If your organization has enabled hover details. If you have campaign hierarchies enabled.” “Responded. or person account. click Printable View on the campaign detail page. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. 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. you can search for an existing campaign or create a new parent campaign. Linking Contacts.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. Use your browser’s Print function to print the display. Editing Campaigns – To update a campaign. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. and the opportunities that resulted from the campaign. The Member Status values are the possible responses that a member can have to the campaign such as “Sent. or person accounts with a campaign or to update the status of existing campaign members. Click more at the bottom of the page or View More below a related list to display more items. Displaying and Editing Campaigns available in: Enterprise. you can use the Parent Campaign lookup field to assign a parent to your campaign. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. If the record has already been tagged. training & CertifiCation 34 . Creating Campaign Hierarchies – When creating or editing a campaign.Salesforce. Printing Campaigns – To view a printable display of all information for the campaign. You can also click Save & New to save the current campaign and create another. Note: If enabled by your administrator. you can edit fields directly on the detail page. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. contacts. related list hover links display at the top of each detail page.” or “Attended. Tagging Campaigns – If tags have been enabled.

the Self-Service portal.com Certified administrator – Study guide ( Winter ‘11) To return to the last list page you viewed. Each solution can belong to more than one category. or attachment from a case and then delete the case. and Developer editions User Permissions Needed to categorize solutions: “edit” on solutions Use solution categories to group similar solutions together. groups. Section 9-22. Choose the new Automated Case User by typing his/her full name in the field or by using the lookup icon. Note: If you delete an event. click Del next to the case on the cases list page. Associated contacts.Salesforce. 4. follow these directions: 1. and attachments are also deleted. Click on Setup | App Setup | Customize | Cases | Support Settings. and Developer editions User Permissions Needed to delete cases: “Delete” on cases To delete a case. and the Customer Portal. any related items are also restored. Unlimited. 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. Section 9-23. All automated case actions will now have this new Automated Case User listed on the Case History. This user will be listed on the case history for all actions that are system defined. If your organization has enabled collapsible page sections. The Del link and Delete button do not display for users who do not have the “Delete” permission on cases. 2. Categorizing Solutions available in: Professional. case comments. Click Edit to change any of the listed support settings. Once your solutions are categorized. including: ▪ ▪ ▪ When a case is automatically assigned using assignment rules When a case is escalated When a case is created online via Web-to-Case To change the Automated Case User. If you undelete the case. or roles. case comment. Enterprise. or attachment cannot be restored via undelete. use the arrow icons next to the section headings to expand or collapse each section on the detail page. task. all related events and tasks. Enterprise. accounts. training & CertifiCation 35 . task. click Back to list at the top of the campaign detail page. Click Save. When you delete a case. you can browse for and find solutions by category from the Solutions tab or when solving a case. Sharing – To share a campaign with other users. Deleting Cases available in: Group. Professional. the event. Section 9-21. and solutions are not deleted with the case. or click Delete on the case detail page. click Sharing. 3. case comment. The deleted case is moved to the Recycle Bin. Customers can also browse published solutions by category in public solutions. Unlimited.

Click Save. Enterprise. they will be easier for users and customers to find. The categories on a translated solution are synchronized with the categories on the master solution. and users with the “Manage Categories” permission. translated solutions inherit solution categories from their master solutions. Click the Tab Style lookup icon to display the Tab Style Selector. Click Setup | Create | Tabs. Creating Custom Object Tabs Custom object tabs and Web tabs available in: Group. Mouse over the style name to view the tabs that use the style. see Customizing Solution Settings. Professional. 1. Section 9-24. 3. click Del in the Solution Categories related list on the solution detail page. 3. and Developer editions apex Page tabs available in: Group. To modify a translated solution’s categories. Once solution category browsing is enabled.com Certified administrator – Study guide ( Winter ‘11) Administrators. 2. Unlimited. For more information on how to enable category browsing. If necessary. We recommend that you limit the number of categories to which a solution belongs. Select the custom object to display in the custom tab.Salesforce. training & CertifiCation 36 . If you put solutions into only the most relevant categories. Click a tab style to select the color scheme and icon for the custom tab. Click New in the Custom Object Tabs related list. can categorize solutions prior to enabling solution categories for the entire organization. a number enclosed in brackets [] appears next to the tab style name. If a tab style is already in use. However. 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. 4. Repeat until you have added all applicable categories. all users with the appropriate permissions can categorize solutions. Note: You can create a custom report on solution categories. Click Select Categories in the Solution Categories related list. click Deselect to remove a category from the solution. 5. you have to modify the categories of its master solution. 2. as described in Defining Custom Objects. solution category information is not available in list views. Unlimited. click Select to add a category to the solution. click Create a new custom object now and follow the instructions in Defining Custom Objects. To later remove a category from a solution. The label of the new tab is the same as the plural version of the custom object label. If multilingual solutions is enabled for your organization. This related list is not visible unless your administrator has defined and enabled categories. 4. In the solution category hierarchy. Professional. Enterprise. View the solution you want to categorize. Click Hide styles which are used on other tabs to filter this list. If you haven’t already created the custom object.

7. choose Default On. For Enterprise. Optionally. Default Off. Specify which fields display to users in the key lists section of the custom object tab home page. To create your own tab style: • Click the Color lookup icon to display the color selection dialog and click a color to select it. enter a search term. • Alternatively. Default Off. tab visibility is automatically set to Default On. Salesforce CRM replaces it with a default multicolor block icon. Section 9-25. Unlimited. 6. select the document folder. 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. choose a custom link to use as the introductory splash page when users initially click the tab. and click Go! to find a document file name that includes your search term. The page layout controls which fields are visible and editable when users are entering data in the custom tab. • Alternatively. For example. if desired. or Tab Hidden from the drop-down list. 8. if the custom object displayed in the custom tab is named Expenses. or Tab Hidden from the drop-down list for each profile. • Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if they have customized their personal display. If you choose Default On or Default Off. select Apply a different tab visibility for each profile and choose Default On. and click Next. 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. an Expense option appears in this list. and click Next. 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. 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. To further customize the tab: ▪ ▪ Define the page layout for records displayed in the tab.com Certified administrator – Study guide ( Winter ‘11) Optionally. The New Custom Tab wizard reappears. or Tab Hidden in Tab Visibility to determine whether the custom tab is visible to users with that profile. and Developer Edition organizations. • Click Insert an Image. For Professional Edition organizations. Default Off. • Click Save. click Search in Documents. Creating Events available in: All editions User Permissions Needed to create events: “edit events” 1.Salesforce. and select the image you want to use. Begin creating an event by doing one of the following: training & CertifiCation 37 . If the document used for the icon is later deleted. Enter a description of the tab. Specify Tab Visibility. • Specify the custom apps that should include the new tab. • Select a file and click OK. 9.

click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event. 2. 2. Alternatively. Note: If multiday events are enabled for your organization. click New Event. click Check Spelling to spell-check the contents of the Description field.com Certified administrator – Study guide ( Winter ‘11) • From the Calendar section of the Home tab. Optionally. or resources are invited. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. 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. set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. Enter the details of the event such as subject. Optionally. you can create events that last up to 14 days. select the users to invite and click New Event. leads. Once you’ve created the recurring event series. Click Save. 5. Note: Depending on the type of series you’re creating. 3. start date and time. Once you’ve created the recurring event series. Select the Create recurring series of events checkbox. • On a multiuser calendar. click New Event. such as a weekly staff meeting that occurs every Monday at 11:00 a. select Create recurring series of events to specify how often the event repeats. Note that the Check Spelling button must be enabled by your administrator. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. • On the day view of the calendar. Note: Each occurrence in a series of recurring events can’t last longer than 24 hours. and end date and time.m.Salesforce. click the Add Event Icon ( ) next to a date to create an event on that date. click Add Invitees to make the event a group event to which users. Optionally. Spell checker does not support double-byte languages. 1. Optionally. you can extend the length of individual occurrences beyond 24 hours if multiday events are enabled. the maximum number of occurrences is as follows: • Daily: 100 • Weekly: 53 • Monthly: 60 • Yearly: 10 training & CertifiCation 38 . • On the week view or the month view of the calendar. such as Japanese. 4. This topic describes how to complete the Recurrence section on the New Event page. click on a time to create an event for that time. contacts. • From the Open Activities related list of an associated record. Select the frequency of recurrence.

or free time.com Certified administrator – Study guide ( Winter ‘11) 3. However. this field is for online meetings only. or choose a date from the calendar that displays when you put your cursor in the field. the phone number of the contact or lead associated with the event. the number identifying the meeting. or contacts. 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. the email address of the contact or lead associated with the event. Unlimited. leads. accounts. Division to which the activity belongs. this field is not available in Personal edition. 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. User who created the event. additionally. you can add the current time by clicking the time link next to the field. Link used to attend an online meeting. amounts display in the activity currency and are also converted to the user’s personal currency. name of the field that determines what picklist values are available for the record. enter the password that meeting attendees should use to log in to the online meeting. You can enter a date. including creation date and time. Contact or lead associated with the event. this field is for online meetings only. or custom object. this field only displays if you have the “read” permission for that type of record. (read only) Location of the event. otherwise. the record that the event is associated with. this field is not available in Personal edition. this field only displays if you have the “read” permission for that type of record. opportunity. users with sharing access to the record can click it to view more details. enter a user’s name or select a user with the lookup icon. if any. You can enter the name of the person or use the lookup icon to select the name. out of office. Private events cannot be associated with opportunities. available in enterprise. assigned owner of the event. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. (read only) Planned date of the event. the event is assigned to the creator. contracts.Salesforce. exported data files will always contain private events. Webex meeting type. available only for organizations that use multiple currencies. this field appears only if multiday events are disabled. to assign the event to another user. this field can hold up to 32KB of data. Checkbox that specifies whether the event lasts all day. this field is for online meetings only and is not available for trial meetings. Picklist that determines how this event appears when another user views your calendar: busy. this field appears only if multiday events are disabled. this value is automatically inherited from the related account. Set the start date and end date. this field is automatically filled in with the value from the corresponding contact or lead record. this field cannot be set for group events or when adding or modifying an event in another user’s calendar. campaigns. cases. User who last changed the event. lead. text note describing the event. the length of a timed event in hours and minutes. case. or custom object. 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 option is not available when you associate the event with a lead instead of a contact. Planned end date and time of the event. Description Division Duration Email End Event Record Type Last Modified By Location Meeting Number Meeting Password Meeting Type Phone Private Related To Response Show Time As training & CertifiCation 39 . available only in organizations that use divisions to segment their data. users with sharing access to the record can click it to view more details. including modification date and time. such as an account. this field is for online meetings only. By default. optional field that allows users invited to a group event to enter a note when they accept or decline the event. indicates whether users other than the event owner can see the event details when viewing the event owner’s calendar. and Developer editions. the activity belongs to the global division.

Section 9-26. but cannot see any other information about the nature of events in the user’s calendar.Salesforce. 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. Hide Details – Others can see whether the user is available at given times. 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. • Click Task from the Create New.com Certified administrator – Study guide ( Winter ‘11) Field Start Description Planned start date and time of event.. click Save & New Task to save the task and begin creating another new task. Checkbox that specifies whether the completed event is visible in the Self-Service Portal. You can enter a date or choose a date from the calendar that displays when you put your cursor in the field. 3. To get started: • Click New from the My Tasks section of the Home tab. type of the event. click Check Spelling to spell-check the contents of the Comments field. enter any dial-in instructions or details. To save the current state of the checkbox as your personal default. this field is for online meetings only. this field appears only if multiday events are enabled. or click Save & New Event to save the task and begin creating an event. Click Save. see “Creating Group Tasks. training & CertifiCation 40 . follow these steps: 1. Choose a Webex teleconferencing service. this field is available for Webex customers only. Alternatively. Spell checker does not support double-byte languages such as Japanese.” • Optionally. such as email or Meeting. each picklist value can have up to 40 characters. time of a planned event. this field appears only if multiday events are disabled.” You can enter a subject or select from a list of previously defined subjects. select Make this the default setting. 2. drop-down menu in the sidebar. • 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. entry describing subject of activity. You can add the current time by clicking the time link next to the field. you can add the current time by clicking the time link next to the field. such as “Meeting. • Click New Task from the Open Activities related list of an associated record. Subject Teleconference Details Teleconference Type Time Type Visible in Self-Service Creating Tasks available in: All editions User Permissions Needed to create tasks: “edit tasks” Tasks allow you to track the specific actions you plan to perform or have performed. additionally. To create a new task.. such as making phone calls or sending mail.

Fill in the following: 1. Specify Filter Criteria Filter by Owner These options vary.. or campaigns.com Certified administrator – Study guide ( Winter ‘11) 2. To edit or delete any view you created. edit. 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. In general. Show Details – Users can see detailed information about events in other users’ calendars.” Section 9-27. 4. 2. • Activity list views have several options. Creating Custom List Views available in: All editions User Permissions Needed to create custom list views: to create. click Edit next to the View drop-down list. or opportunities above a particular Amount. this setting is set to “Hide Details and Add Events. You can also create views of contacts.Salesforce. or cases to use for mass email recipient lists.. create a list view of accounts in your state.. or My. 3. For example. Click Setup | Administration | Security Controls | Sharing Rules | Edit. 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. There may be additional options: • Lead and case list views can be restricted by queue. Enter View Name. • Price book list views can be restricted by price book. You can create new list views to see a specific set of records such as contacts. Hide Details and Add Events – In addition to the sharing levels set by Hide Details. leads with a specific Lead Source. Enter the name to appear in the View drop-down list. Show Details and Add Events – In addition to the sharing levels set by Show Details. users. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. click Create New View at the top of any list page or in the Views section of any tab home page. Select the appropriate drop-down value for “Default Calendar Access. To create a new view. account and opportunity list views can be restricted by My Territories or My Territory Teams. to specify the set of records to search. users can insert events in other users’ calendars. documents. training & CertifiCation 41 . • If your organization has territory management. depending on the kind of record. leads.. manage. My Territories means records associated with territories to which you belong. you can use additional tools to customize. navigate.” To change this setting: 1. users can insert events in other users’ calendars. select All. Note: By default. and edit list data. 2.

When you select a long text area field. To share the list view. To create list views that only your Salesforce CRM users can see.to show records in your current working division. Filter by Additional Fields Optionally. select the group or role from the list below it. select a field name and click the Add or Remove arrow. This option is not available in Personal Edition. You can display only the fields that are available in your page layout. or role including all users below that role to see the custom view. 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. select the division that records in the list view must match. such as Lead Source equals Web. Enterprise. and click Add. 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. Alternatively. training & CertifiCation 42 . 4. and Developer Edition users can specify a public group. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission. You can also use special date values in your filter criteria. specify conditions that the selected items must match. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission. users must also have the appropriate “Read” permission on the type of records within the list view. select Visible to certain groups of users. Unlimited.Salesforce.com Certified administrator – Study guide ( Winter ‘11) Filter by Campaign This option is available on the following list views: • Contacts home • Leads home • Mass email contacts • Mass email leads • Mass add campaign members wizard • Mass update campaign members wizard If you’re editing a list view that is filtered by campaign and don’t have at least “Read” access to the campaign. up to 255 characters are displayed in the list view. choose the type of group or role from the drop-down list. You can choose up to 15 different fields to display in your view. role. Select --Current-. To see a list view. 3. specify whether everyone or just you can see the custom view. To add or remove fields. This option is disabled if you aren’t searching all records. Select Fields to Display The default fields are automatically selected. Use the arrows to arrange the fields in the proper sequence. you’ll receive an error when attempting to save the list view.

leads. Campaign is inactive. 5. the event has a specific time. the task has been closed. and Developer Editions. (Field-level security is available only in Enterprise. not events. applies only to events. records that have been shared with you. not tasks. the lookup icon automatically displays when you choose to filter on one of the special picklists. task is still open. activity is a task. note that your administrator may have customized the name of this field.” Alternatively. applies only to events.” For example. 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. To return to the last list page you viewed. Click Save. To show all closed/lost opportunities.) Archived activities are not included in activity list views. the account is a business account. you can manually enter “True” or “False” in the filter criteria. activity does not have a green sheet. These are special picklists with values of either “True” or “False. and opportunities: Partner Account Activities: All-day true false true false true false true false Activities: Event Invitation (Only for reports) Activities: Task true false false true false true false Description the account is a person account. Click the lookup icon to choose the value “True” or “False. that is.com Certified administrator – Study guide ( Winter ‘11) When implementing a customer portal. such as in the campaign import wizards. the event is marked as an all-day event. this field displays as the person account icon. you can use special picklist values for your search criteria. the account is a partner account or the lead or opportunity owner is a partner user. or records owned by or shared with users in roles below you in the role hierarchy. the account is not a partner account or the lead or opportunity owner is not a partner user. 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. not tasks. activity is an event. Unlimited. These are the available fields and their values: Special Picklist Field Value Accounts and contacts: Is Person Account Accounts. applies only to tasks. not an event. When creating filter criteria. the event is the original group event assigned to the event host. enter “Won equals True” as your search criteria. The view appears in the View drop-down list so you can access it later. Campaign is active and can be chosen from various campaign picklists.Salesforce. Filtering on Special Picklist Values The available fields vary according to which Salesforce CRM Edition you have. the task Status field has a “Closed” value. the event is the meeting invite sent to another user for a group event. In addition.” Note: If you are creating filter criteria for a report or list view. 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. you can view only those fields that are visible in your page layout and field-level security settings. enter “Closed equals True” and “Won equals False. click Back to list at the top of any detail page. to show all opportunities you’ve won. such as in a list view or report or when mass-deleting records. Activities: Closed Campaigns: Active training & CertifiCation 43 .

Case does not have a Self-Service comment. Product does not have a default revenue schedule. Case is still open. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. the opportunity is closed and won. the contact is enabled to log in to your Self-Service Portal. the contact cannot be included in a mass email recipient list. that is. that is. Case has a comment added by a Self-Service user. the case is open. the partner for the opportunity has not been marked as the primary partner. the Stage field has a value of the type Closed/Won. Product is inactive and cannot be added to opportunities. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations.Salesforce. Product does not have a default quantity schedule. the Stage field has a value of the type Closed/Won or Closed/Lost. Case has not been escalated. the partner for the opportunity has been marked as the primary partner. Product has a default quantity schedule. the opportunity owner has checked the Private box on the opportunity edit page.” Case has been closed. the contact may receive mass email. the lead has not been converted. the lead has been viewed or edited at least once by the owner since it was assigned. the opportunity is still open. the opportunity is closed. the case Status has a value that is not equivalent to “Closed. that is. the lead may receive mass email. the opportunity has not been won. the contact is not enabled for Self-Service. the Stage field may have a value of the type open or Closed/Lost. Cases: Escalated training & CertifiCation 44 .com Certified administrator – Study guide ( Winter ‘11) Special Picklist Field Value Cases: Closed true false true false Cases: New SelfService Comment Cases: Open (Only for reports) Cases: Self-Service Commented Contacts: Email Opt Out Contacts: Self-Service Active (Only for reports) Leads: Converted (Only for reports) Leads: Email Opt Out true false true false true false true false true false true false true false true Leads: Unread false true Opportunities: Closed false Opportunities: Primary (Only for Partner Opportunities report) Opportunities: Private false true Opportunities: Won false true Products: Active false Product: Has Quantity Schedule Product: Has Revenue Schedule Solutions: Visible in Self-Service Portal true false true false true false true false true Description the case is closed. the Private box on the opportunity is not checked. Case has been automatically escalated via your organization’s escalation rule. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. Product has a default revenue schedule. the case Status field has a “Closed” value. that is. the lead has not yet been viewed or edited by the owner since it was assigned to that user. Case has a new comment added by a Self-Service user. the lead cannot be included in a mass email recipient list. the lead has been converted. Case does not have a new Self-Service comment.

including Google. the translated solution has been updated to match the master solution with which it is associated. that is. Section 9-29. contact salesforce.) Section 9-28.com) is an online advertising service used to create advertisements that display on major search engines. To request territory management for your organization.com offline.Salesforce. Many salesforce. User is active and can log in.com offline use. After you’ve completed the prerequisites.com.com customers advertise online with Google AdWords as a mechanism to generate leads.com Certified administrator – Study guide ( Winter ‘11) Special Picklist Field Value true Solutions: Reviewed false true Solutions Out of Date false true false true false true false true false Description the solution has been reviewed. you’ll be ready to turn on territory management for your organization. What is Salesforce CRM for Google AdWords? Salesforce CRM for Google AdWords connects Salesforce CRM with Google AdWords. Solution is not reviewed.google. You must meet the following prerequisites before enabling territory management: ▪ ▪ Your organization must be using customizable forecasting. User is inactive and cannot log in. User is a partner user. the solution Status field has a “reviewed” value. and Developer Editions. User is not a partner user. Unlimited. and Developer editions User Permissions Needed to enable territory management: “Manage territories” Territory management is not enabled by default in Salesforce CRM. User can manage campaigns. User has access to use force. Follow the steps in the Deploying Territory Management Guide to prepare your organization for territory management. Unlimited. User is not enabled for force. allowing you to track the effectiveness of your online advertising investments. you can: ▪ ▪ Take advantage of Google AdWords as a lead generation tool Correlate clicks on Google advertisements with Salesforce CRM leads 45 training & CertifiCation . User is not enabled to manage campaigns. (Field-level security is available only in Enterprise. Users: Active Users: Offline User Users: Marketing User User: Is Partner Note: The special picklists you can view are only those that are visible in your page layout and field-level security settings. the translated solution has not been updated to match the master solution with which it is associated. With Salesforce CRM for Google AdWords. Enabling Territory Management available in: Enterprise. Google AdWords What is Google AdWords? Google AdWords (http://adwords.

To refine your results.com provides a link to Adobe’s website where you can download Flash for free. In this case. In Salesforce CRM Content. 2. You can publish the presentation to a public workspace or keep it in your personal content area. or modify a presentation. • To modify a presentation and save it as a new version. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. When you publish a PowerPoint file. • To create a new presentation. or modify a presentation. Enterprise. Note: When you create. 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. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. version 9.0. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides.com does not delete existing presentations but they cannot be customized or modified. 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. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. clone & customize. sales opportunities. Professional. on the content details page click Clone & Customize.5 or higher. Depending on whether you want to create.com Certified administrator – Study guide ( Winter ‘11) ▪ ▪ ▪ Track the results of Google AdWords campaigns from Salesforce CRM Analyze which keywords and advertisements are generating leads. Group. copy. To work with presentations: 1. 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. click the Workspaces tab and then choose Create New | Presentation.11. 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. If you do not have Flash installed. Salesforce. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. Salesforce.Salesforce. select a specific training & CertifiCation 46 . or you can browse all slides published into your workspaces. If presentation assembly is disabled after presentations have been created. on the content details page click Edit | Edit Presentation. Note: Working with presentations requires Adobe Flash® Player. • To create a new presentation by copying an existing presentation. 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. it may time out. Unlimited.

ë If your administrator assigned the guided tagging rule. 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. 3. f. only content associated with that language is displayed in the search result set. delete the tag. Optionally. assign or change the presentation’s name. you can enter tags in the Tags field. click Save. hover over a slide and click the presentation icon ( that use that slide. In the Save or Publish Content dialog: 4. 5. If you do not want the presentation to be visible to other users in your organization. hover over a presentation and click the slides icon ( presentation. you can choose from the list of suggested ë If your administrator assigned the restricted tagging rule. a.com Certified administrator – Study guide ( Winter ‘11) workspace to search or enter a search term in the text box before clicking either button. Note: Some slide thumbnails may not be visible or may only be partially visible. add or modify the presentation’s description. Tag your content. If you do not choose a language. choose Save in my personal workspace. tags or enter a new tag. hover over a document and click the garbage can icon ( document from the presentation you are assembling. If you are modifying the presentation. Choose Add to presentation or Hide preview as needed. but that doesn’t training & CertifiCation 47 . click a file or slide to preview it in the lower half of the window. choose a language. c. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a suggested tag to add it to the Tags field automatically. You can re-upload the slide if you want the thumbnail to be visible. you must choose from the list of ë You can’t change or delete tag names. for example if your work is still in progress. Salesforce CRM Content associates your content with your personal language setting. d. As you type a tag. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. Optionally. • Click Clear at any time to revert your changes. When you are done assembling your presentation. Select a workspace. ) to view all the slides in the ) to view all the presentations ) to remove that • In the assembly section. e. choose that author from the drop-down list. but you can click on them to see the preview in the lower half of the window. b. To publish the content on behalf of another author. • In search results. If users restrict their content searches to a particular language. suggested tags.Salesforce. click Cancel to return to your starting point. Click a tag to add it to the Tags field automatically. You can remove tags from a document. The Language drop-down list is displayed if multi-language support is enabled. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. • In search results. When you select a tag it turns green. The following options help you assemble your presentation: • In search results. complete the Reason for Change field. Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab.

g. salesforce. Click Publish.com. The content type determines which custom fields appear for you to categorize and define your content. If multiple content types are available.com and the “no software” logo are registered trademarks of salesforce.com. and salesforce. All rights reserved. 94105 United States 1-800-NO-SOFTWARE www. CA. return to the Workspaces tab. You can’t have two tags with the same name even if they use different upper and lowercase letters. Other names used herein may be trademarks of their respective owners.com owns other registered and unregistered trademarks. or publish another file.salesforce. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco. inc.. You can then view the content details page. inc. h. Salesforce. choose one from the drop-down list. Sg_Certifiedadmin_Winter11_2010-11-15 .ë Tags are case insensitive.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. The case of the original tag is always used. For More Information Contact your account executive to learn how we can help you accelerate your CrM success.

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