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
3%

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2

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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3

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 .

assignment rule. Web-to-Lead.Salesforce.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. 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 .

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

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

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

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

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

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

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

support processes. the Salesforce CRM customer portal.com Connect Offline. reports. Unlimited. list views. and when synchronizing data or importing personal data. 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. if a field is required in the page layout and read only in the field-level security settings.Salesforce. and solution processes: opportunity Stage. case Status. The fields users see on detail and edit pages are a combination of page layouts and field-level security settings. Setting Field-Level Security ▪ ▪ Section 9-6. lead processes. search results. email and mail merge templates. These record types are called person account record types. and offer different picklist values for each. You cannot delete all the record types for an object if the object is referenced in an Apex Code script. Person accounts are account records to which a special kind of record type has been assigned. The most restrictive field access settings of the two always apply. You can change the name of this record type. Managing Record Types available in: Enterprise. You cannot deactivate a record type if it is in use by an email routing address for Email-to-Case or OnDemand Email-to-Case. custom links. available in: Enterprise. picklist values. Important: The following user permissions override field-level security: ▪ ▪ “Modify All Data” “View All Data” 13 training & CertifiCation . and Developer editions User Permissions Needed to set field-level security: “Customize application” You can define which fields users can access. Force. Create record types for cases to display different page layouts for your customer support cases versus your billing cases. 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. Lead Status. the Salesforce CRM partner portal. 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. and solution Status. and page layouts to different users based on their profiles. For example. for example: ▪ ▪ Create record types for opportunities to differentiate your regular sales deals from your professional services engagements. Unlimited. and Developer editions User Permissions Needed to create or change record types: “Customize application” Record types let you offer different business processes.com Certified administrator – Study guide ( Winter ‘11) Section 9-5. Record types can be used in various ways. the field-level security overrides the page layout and the field will be read only for the user. Field-level security settings let administrators restrict users’ access to view and edit specific fields on detail and edit pages and in related lists.

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

com uses the round half up tie-breaking rule for numbers in formula fields. users can choose the address when clicking Send an email.com uses the round half even tie-breaking rule for currency fields. a lookup relationship creates a field that allows users to click a lookup icon and select another record from a popup window. Number allows users to enter any number. allows users to enter an email address. Note: Salesforce. Percent allows users to enter a percentage number. lookup relationship fields from campaign members to other objects are available. the system automatically formats the field as a currency amount. training & CertifiCation 15 . Salesforce.com (apex) triggers. 23. you can create a custom hierarchical relationship field to store each user’s direct manager.345 becomes −12. Note: if you are using the Service Cloud’s call center. for example. −22. workflow rules. 12. 22.345 becomes −12. you can limit the data by specific dates using any custom date field. this is treated as a real number and any leading zeros are removed. custom phone fields are displayed with the button. for more information on relationships. See Building formulas and operators and functions. if this field is specified for contacts or leads. Picklist allows users to select a value from a list you define. Lookup relationship fields to campaign members are not available.5 becomes −22.com automatically formats it as a phone number. Consequently. allowing click-to-dial functionality. Note: Salesforce. see overview of relationships. in reports. which is validated to ensure proper format. allows users to automatically calculate values based on other values or fields such as merge fields. salesforce. if a lookup field references a record that is deleted. available for custom objects only. in reports.com Certified administrator – Study guide ( Winter ‘11) Field Type Currency Description allows users to enter a currency amount.com recommends that you do not use a custom phone field for fax numbers.35 and −12. however. Note: if the decimal value is greater than 15.345 becomes 12. not the number of decimal of spaces specified in the number field configuration. for example. or custom objects. a lookup relationship has no effect on record deletion or security. opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. you can then display a related list to show all of the records that are linked to it. they can also add the current date and time by clicking the date and time link next to the field.34.com rounds numbers referenced in merge fields according to the user’s locale. standard objects.5 becomes −24.Salesforce. Lookup relationship fields are not available in Personal edition.34. Email Formula Hierarchical Relationship Creates a hierarchical lookup relationship between users. and the lookup field is not required in the page layout. 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. note that you can’t use custom email addresses for mass emails.com uses the round half up tie-breaking rule for number fields. for example.com sets the lookup field to null. this can be useful if you export data to excel or another spreadsheet. Phone allows users to enter any phone number. Date Date/Time allows users to enter a date or pick a date from a popup calendar. Values lose precision after 15 decimal places. for more information on relationships. for example. Values lose precision after 15 decimal places. See entering Phone numbers. or roll-up summary fields. Creates a relationship between two records so you can associate them with each other. validation rules. Note: Salesforce. You can create lookup relationship fields that link to users. the time of day includes aM or PM notation. the system automatically adds the percent sign to the number. and −23. on the associated record.35 and −12. ‘10’. you can limit the data by specific dates and times using any custom date field. see overview of relationships. Salesforce. and does not run any force. allows users to enter a date or pick a date from a popup calendar and enter a time of day. a runtime error occurs. allows users to use a lookup field to associate one user with another that does not directly or indirectly refer to itself. for example.Salesforce.5 becomes 24. 12. although you can create a master-detail relationship field on a custom object that links to a standard object.345 becomes 12. for example. and you add a percent sign to the number. Master-detail relationships cannot be used with campaign members.5 becomes 22.

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

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

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

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

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

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

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

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

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

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

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

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

Categorize solutions Manage Cases administrator Manage Content Permissions Manage Content Properties Manage Content Types Manage Leads Manage Published Solutions administrator administrator administrator administrator administrator. Marketing User. this permission is only available for customizable forecasts. Standard User. edit.”“run reports. such as mass transfer of cases Create. Marketing User administrator. this permission is not available for customizable forecasts. Marketing User. 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. edit. and delete custom fields in Salesforce CrM Content Create. Contract Manager administrator. Marketing User. Contract Manager administrator. edit. edit the Support Settings. Marketing User. Contract Manager administrator. and delete solutions that are accessible to the public on your self-service portal or Web site. and delete content types in Salesforce CrM Content Change Status of multiple leads in a list view Create. Standard User. and delete forecasts. Perform actions on multiple cases in a list view.Salesforce. Standard User. Standard User. Solution Manager. Standard User.com Certified administrator – Study guide ( Winter ‘11) Permission Name Edit Events Functions Controlled Create. Marketing User. edit. custom profiles that have the “edit forecasts” permission will get the “edit Personal Quota” and “override forecasts” permissions. edit. Marketing User.” and “View Setup and Configuration” permissions) Set support business hours. Solution Manager. Standard User. Standard User. Solution Manager. edit. Solution Manager administrator Edit Forecasts Create. Contract Manager administrator. Solution Manager. edit. Contract Manager administrator. Solution Manager training & CertifiCation 28 . Standard User. Edit Opportunity Product Sales Prices enable users to change the sales price on products Edit Personal Quota Change your individual quota. Contract Manager administrator. Set up email-to-Case. Solution Manager. Solution Manager. Contract Manager administrator. and delete workspace permissions in Salesforce CrM Content Create. Solution Manager. Edit Self-Service Users enable and disable contacts for self-service and Salesforce CrM customer portal access Edit Tasks Create. and delete events Profiles administrator. Marketing User. Marketing User. Solution Manager. When you convert to customizable forecasts.

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. Solution Manager. add and remove users from territories. the “Show Customer Sidebar on all Pages” permission is not available. Create test drives Username and password authentication is delegated to a corporate database such as active Directory or LDaP. Standard User. Marketing User. Solution Manager. Contract Manager administrator. Marketing User. Marketing User. Contract Manager administrator. Standard User. Solution Manager. Contract Manager none Mass Email Send bulk emails to contacts and leads. Mass transfer leads via the Mass transfer feature. 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.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). run reports. 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. Solution Manager. read only. Solution Manager. Contract Manager. Solution Manager. Products show in Offline Specify if products and price books are available in force. Manually assign accounts to territories. Contract Manager administrator. if the Show Custom Sidebar Components on All Pages user interface setting is selected. Standard User. Solution Manager. Create and edit account assignment rules.com offline Run Reports View the reports tab. this permission is only available for customizable forecasts. Standard User. Contract Manager administrator. Marketing User. Standard Platform User. Marketing User. Contract Manager administrator. Standard User. run Self-Service reports Create and edit territories. instead of the Salesforce user database Transfer Leads Upload AppExchange Packages Uses Single Sign-On administrator administrator none training & CertifiCation 29 . Standard User. displays your custom sidebar on all pages in Salesforce CrM. Marketing User. Standard User. Marketing User. View dashboards based on reports Send Email Send email to a single contact or lead.Salesforce. Standard Platform one app User administrator. Change ownership of multiple leads in a list view Upload appexchange packages to the appexchange. read only.

and Developer editions User Permissions Needed to create or update custom report types: “Manage Custom report types” You define custom report types by objects. When you convert to customizable forecasts. The column lists fields searched in both the Sidebar Search and Advanced Search. Unlimited. Enterprise. 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. That user will not be able to view the Contacts tab when selecting the custom app that contains it. Section 9-17. Search Fields The types of records you can search vary according to which edition you have. and delete records Note: If you remove the “Read” permission from a profile. For example. object relationships. 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. You can search for information within any of the fields listed below. Once you have defined a custom report type. this permission is only available for customizable forecasts. Defining Custom Report Types available in: Professional. a user who does not have the “Read” permission on contacts will still be able to create custom apps that include the Contacts tab. Profiles administrator Standard Object Permissions For each type of data. users with that profile will not see that type of data anywhere. Report Fields Fields Searched in Both Sidebar Search & Advanced Search Report Name Description Section 9-18.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.Salesforce. and fields. custom profiles that have the “View all Data” permission will get the “View all forecasts” permission. users can create custom reports from it. edit. training & CertifiCation 30 .

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

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

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

and then change the fields you want to update. training & CertifiCation 34 . campaign hierarchies.com Certified administrator – Study guide ( Winter ‘11) Section 9-20. attachments. related list hover links display at the top of each detail page. contacts. Displaying and Editing Campaigns available in: Enterprise. You can also click Save & New to save the current campaign and create another. Linking Contacts. When you’ve finished. If you have campaign hierarchies enabled. or person account. Printing Campaigns – To view a printable display of all information for the campaign. you can use the Parent Campaign lookup field to assign a parent to your campaign. If the record has already been tagged. You can click individual items to display additional detail.” Campaign Related Lists – The lower portion of the display provides information related to the campaign. click the campaign name to display detailed information. Note: If your organization has enabled inline editing. The related lists you see are determined by your personal customization and by any customization your administrator has made to page layouts or your permissions to view related data. click Add Tags or Edit Tags in the Tags area directly under the colored title bar to tag the current record. click one of the tag names to view a list of all records with that tag. or Person Account to Campaigns – Click Manage Members on the campaign detail page to associate leads. click Edit. you can edit fields directly on the detail page. Calculating Campaign Statistics – The campaign detail includes campaign statistic fields. the Campaign Hierarchy related list contains aggregate statistics for a parent campaign and all the campaigns below it in the campaign hierarchy.” or “Attended. Tagging Campaigns – If tags have been enabled. Unlimited. and the opportunities that resulted from the campaign. 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. click Save. Leads. Creating Campaign Hierarchies – When creating or editing a campaign. including activities. You can also click a related list hover link to jump down to the content of the related list without having to scroll down the page. Mouse over a related list hover link to display the corresponding related list and its number of records in an interactive overlay that lets you quickly view and manage the related list items. In the lookup dialog. contact. click Printable View on the campaign detail page.” “Responded. Use your browser’s Print function to print the display. Click more at the bottom of the page or View More below a related list to display more items. Advanced Setup – Click Advanced Setup to customize the Member Status values for a campaign. Note: If enabled by your administrator. Editing Campaigns – To update a campaign. or person accounts with a campaign or to update the status of existing campaign members. you can search for an existing campaign or create a new parent campaign. mouse over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. which are updated automatically and include values from all associated records regardless of whether you have read access to those records. The Member Status values are the possible responses that a member can have to the campaign such as “Sent.Salesforce. Tip: If your organization has enabled hover details. You can also select a campaign name from the Campaign History related list of an associated lead.

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

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

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

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

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

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

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

You can choose up to 15 different fields to display in your view. This option is not available in Personal Edition. 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.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. Unlimited. and click Add.to show records in your current working division. select the group or role from the list below it. To create list views that only your Salesforce CRM users can see. 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. users must also have the appropriate “Read” permission on the type of records within the list view. you’ll receive an error when attempting to save the list view. You can also use special date values in your filter criteria. Alternatively. Enterprise. Select Fields to Display The default fields are automatically selected. To add or remove fields. This option is disabled if you aren’t searching all records. select Visible to certain groups of users. Filter by Additional Fields Optionally. and then share it with the All Internal Users group or a selected set of internal groups and roles. Select --Current-.Salesforce. When you select a long text area field. select Visible to certain groups of users. such as Lead Source equals Web. To share the list view. select the division that records in the list view must match. select a field name and click the Add or Remove arrow. To see a list view. specify whether everyone or just you can see the custom view. Use the arrows to arrange the fields in the proper sequence. 4. training & CertifiCation 42 . You can display only the fields that are available in your page layout. choose the type of group or role from the drop-down list. up to 255 characters are displayed in the list view. or role including all users below that role to see the custom view. role. and Developer Edition users can specify a public group. 3. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission.

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

the opportunity is still open. the partner for the opportunity has been marked as the primary partner. that is. the contact is enabled to log in to your Self-Service Portal. Product has a default quantity schedule. that is. the opportunity is closed and won. the Stage field may have a value of the type open or Closed/Lost. Case has a new comment added by a Self-Service user. Product does not have a default quantity schedule. the opportunity owner has checked the Private box on the opportunity edit page. the lead has not been converted. 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 opportunity is closed. the Stage field has a value of the type Closed/Won or Closed/Lost. the contact is not enabled for Self-Service. the solution has been marked Visible in Self-Service Portal and is visible to Self-Service Portal users. the lead may receive mass email. Case has not been escalated. Case does not have a new Self-Service comment. Case has a comment added by a Self-Service user. Case has been automatically escalated via your organization’s escalation rule. the lead has been viewed or edited at least once by the owner since it was assigned. the case Status has a value that is not equivalent to “Closed.Salesforce. the lead has been converted. Product has a default revenue schedule. the Stage field has a value of the type Closed/Won. the Private box on the opportunity is not checked. the contact cannot be included in a mass email recipient list. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service Portal users. that is. Case is still open. the partner for the opportunity has not been marked as the primary partner. that is. the contact may receive mass email. the case Status field has a “Closed” value. Product is active and can be added to opportunities in enterprise and Unlimited edition organizations. Product does not have a default revenue schedule.” Case has been closed. the lead cannot be included in a mass email recipient list. the case is open. the lead has not yet been viewed or edited by the owner since it was assigned to that user. Product is inactive and cannot be added to opportunities. Case does not have a Self-Service comment. the opportunity has not been won.

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

When you publish a PowerPoint file. select a specific training & CertifiCation 46 . Enterprise. You can publish the presentation to a public workspace or keep it in your personal content area. Creating and Modifying Presentations in Salesforce CRM Content available in: Contact Manager. In Salesforce CRM Content. Salesforce. 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. or modify a presentation. Note: When you create. we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. on the content details page click Clone & Customize.com does not delete existing presentations but they cannot be customized or modified. Group. • To modify a presentation and save it as a new version. clone & customize. • To create a new presentation by copying an existing presentation. it may time out. Salesforce. If you do not have Flash installed. To refine your results. To work with presentations: 1. copy. Unlimited.com provides a link to Adobe’s website where you can download Flash for free. Note: Working with presentations requires Adobe Flash® Player.Salesforce. In this case. version 9. or you can browse all slides published into your workspaces.0. 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. Depending on whether you want to create. on the content details page click Edit | Edit Presentation. you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides. If presentation assembly is disabled after presentations have been created. sales opportunities. Professional. 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. or modify a presentation.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. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose. then easily assembling them in whatever sequence you choose using a simple drag-anddrop assembly tool. click the Workspaces tab and then choose Create New | Presentation. 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. 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. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. • To create a new presentation.5 or higher.11. 2.

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

ë Tags are case insensitive. CA. Sg_Certifiedadmin_Winter11_2010-11-15 . The case of the original tag is always used.com. h. and salesforce. return to the Workspaces tab. inc. g. All rights reserved. 94105 United States 1-800-NO-SOFTWARE www.com. Salesforce. or publish another file. choose one from the drop-down list. inc. You can’t have two tags with the same name even if they use different upper and lowercase letters.com and the “no software” logo are registered trademarks of salesforce. Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco.. You can then view the content details page. salesforce.com Global Offices Latin America Japan Asia/Paci c EMEA +1-415-536-4606 +81-3-5785-8201 +65-6302-5700 +4121-6953700 Copyright ©2010. If multiple content types are available. Click Publish. For More Information Contact your account executive to learn how we can help you accelerate your CrM success. Other names used herein may be trademarks of their respective owners. The content type determines which custom fields appear for you to categorize and define your content.com owns other registered and unregistered trademarks.salesforce.

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