User Guide: Winter '11

How to be Successful with Salesforce

Last updated: December 30, 2010
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Table of Contents

Table of Contents
Welcome.............................................................................................................................................1
What's New in Salesforce.com?...........................................................................................................................................................1 Overview...................................................................................................................................................................................2 Getting Started..........................................................................................................................................................................6

Working in Salesforce.........................................................................................................................24
Personal Setup.........................................................................................................................................................................24 Home Tab................................................................................................................................................................................46 Accounts..................................................................................................................................................................................54 Activities..................................................................................................................................................................................93 Contacts................................................................................................................................................................................154 Contact Roles........................................................................................................................................................................181 Contracts...............................................................................................................................................................................185 Custom Object Records........................................................................................................................................................198 Documents............................................................................................................................................................................209 Email.....................................................................................................................................................................................219 List Views..............................................................................................................................................................................230 Notes & Attachments............................................................................................................................................................244 Salesforce Chatter..................................................................................................................................................................249 Salesforce CRM Content......................................................................................................................................................300 Salesforce for Google Apps...................................................................................................................................................333 Search and Tags.....................................................................................................................................................................353

Administering Salesforce..................................................................................................................389
Setting Up Your Organization...............................................................................................................................................389 Company Information...........................................................................................................................................................394 Multiple Currencies...............................................................................................................................................................451 Advanced Currency Management.........................................................................................................................................455 Divisions................................................................................................................................................................................458 Managing Mail Merge Templates.........................................................................................................................................467 Using Letterheads.................................................................................................................................................................471 Managing Email Templates...................................................................................................................................................474 Translation Workbench.........................................................................................................................................................488 User Management.................................................................................................................................................................494 Security and Sharing.............................................................................................................................................................566 Data Management.................................................................................................................................................................661 Monitoring............................................................................................................................................................................769 Salesforce Mobile..................................................................................................................................................................798 Administering Salesforce for Outlook...................................................................................................................................846

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Table of Contents Email Administration............................................................................................................................................................866 Customize.............................................................................................................................................................................878 Critical Updates Console.....................................................................................................................................................1367 Force.com Sites....................................................................................................................................................................1371 Customer Portal..................................................................................................................................................................1418

Building and Extending Apps..........................................................................................................1468
App Setup Overview...........................................................................................................................................................1468 Customization Overview.....................................................................................................................................................1469 Create..................................................................................................................................................................................1473 Develop...............................................................................................................................................................................1654 Deploy.................................................................................................................................................................................1826 Installed Packages................................................................................................................................................................1842

Selling............................................................................................................................................1867
Account Teams....................................................................................................................................................................1867 Assets...................................................................................................................................................................................1873 Competitors.........................................................................................................................................................................1882 Forecasting...........................................................................................................................................................................1885 Customizable Forecasts.......................................................................................................................................................1892 Opportunities......................................................................................................................................................................1902 Quotes.................................................................................................................................................................................1921 Products...............................................................................................................................................................................1934 Team Selling........................................................................................................................................................................1961 Territory Management........................................................................................................................................................1968 Salesforce for Wealth Management.....................................................................................................................................1996 Relationship Groups............................................................................................................................................................2005 Salesforce for Outlook.........................................................................................................................................................2023 Connect for Outlook...........................................................................................................................................................2047 Connect for Lotus Notes.....................................................................................................................................................2076 Connect for Office..............................................................................................................................................................2103 Connect Offline...................................................................................................................................................................2110 Mail Merge..........................................................................................................................................................................2132

Marketing......................................................................................................................................2138
Campaigns...........................................................................................................................................................................2138 Leads...................................................................................................................................................................................2187 Salesforce for Google AdWords..........................................................................................................................................2209

Analytics........................................................................................................................................2222
Reporting.............................................................................................................................................................................2222 Dashboards..........................................................................................................................................................................2313 Report Types.......................................................................................................................................................................2345

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Table of Contents Analytic Snapshots..............................................................................................................................................................2356

Providing Support..........................................................................................................................2371
Call Center..........................................................................................................................................................................2371 Cases....................................................................................................................................................................................2414 Case Teams..........................................................................................................................................................................2447 Portals..................................................................................................................................................................................2459 Solutions..............................................................................................................................................................................2461 Salesforce Knowledge..........................................................................................................................................................2484 Console................................................................................................................................................................................2509 Service Cloud Console........................................................................................................................................................2520 Ideas....................................................................................................................................................................................2529 Answers...............................................................................................................................................................................2543 Entitlement Management...................................................................................................................................................2555

Partner Selling...............................................................................................................................2613
Salesforce to Salesforce........................................................................................................................................................2613 Connection Finder..............................................................................................................................................................2645 Partners................................................................................................................................................................................2649 Partner Portal......................................................................................................................................................................2653

More Resources..............................................................................................................................2701
FAQ.....................................................................................................................................................................................2701 Printable Tip Sheets & User Guides...................................................................................................................................2834 Accessibility.........................................................................................................................................................................2839 Salesforce Online Help Glossary.........................................................................................................................................2848

Checkout.......................................................................................................................................2880
Index...............................................................................................................................................................................................2884

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Table of Contents

iv

WELCOME

What's New in Salesforce.com?
Current Release
The latest release includes new features for sales, support, and marketing users as well as enhancements to the platform. For more information, visit the Winter '11 community page. For a complete listing of new features along with implementation tips and best practices, see: • • • • • • Winter '11 Release Notes Force.com Connect for Lotus Notes Release Notes Force.com Connect for Office Release Notes Force.com Connect Offline Release Notes Force.com Connect for Outlook Release Notes Salesforce for Outlook Release Notes

Past Releases
For information about new features introduced in previous releases, see: • • • • • • • • • • • • • • • • • • • • • • Summer '10 Release Notes Spring '10 Release Notes Winter '10 Release Notes Summer '09 Release Notes Spring '09 Release Notes Winter '09 Release Notes Summer '08 Release Notes Spring '08 Release Notes Winter '08 Release Notes Summer '07 Release Notes Spring '07 Release Notes Force.com Mobile 7.0 for BlackBerry Release Notes Force.com Mobile 6.1 for Windows Mobile 5 Release Notes Winter '07 Release Notes Summer '06 Release Notes Winter '06 Release Notes Force.com Mobile 6.0 Release Notes Summer '05 Release Notes Winter '05 Release Notes Summer '04 Release Notes Spring '04 Release Notes Winter '04 Release Notes

1

Overview

Introduction

Summer '03 Release Notes

OVERVIEW
Introduction
Your Edition determines which features and functionality you can access. To determine which Edition you are using, check the title bar of your browser.

Welcome to the award-winning cloud-computing provider designed for you to manage your customer relationships, integrate with other systems, and build your own applications. Salesforce.com includes the following products and services: Salesforce.com Applications Salesforce.com includes prebuilt applications for customer relationship management (CRM) ranging from sales force automation to partner relationship management, marketing, and customer service. Force.com Platform The Force.com platform is the first platform as a service (PaaS), enabling developers to create and deliver any kind of business application entirely on-demand and without software. The platform also includes easy-to-use, point-and-click customization tools to help you create solutions for your unique business requirements, without any programming experience. AppExchange AppExchange is a marketplace featuring hundreds of cloud applications created by salesforce.com customers, developers, and partners. Many of the applications are free and all of them are pre-integrated with Salesforce.com, enabling you to easily and efficiently add functionality. Salesforce.com Community Salesforce.com provides training, support, consulting, events, best practices, and discussion boards to help you be successful. Visit Salesforce.com Community.

See Also:
What Is an Edition? Personal Edition Group Edition Professional Edition Enterprise Edition Unlimited Edition Developer Edition

2

Overview

What Is an Edition?

What Is an Edition?
Your Edition determines which features and functionality you can access. To determine which Edition you are using, check the title bar of your browser.

Salesforce.com offers several bundles of its products and services, each geared toward a different set of business needs. These bundles, called Editions, all have the same look and feel, but vary by feature, functionality, and pricing. For example, a feature that is available in Professional Edition for an additional fee may be included in Enterprise Edition. For a comparison chart of Editions and their features, see Selecting the right Salesforce.com Edition. The online help describes all generally available features, including those that may not be available in your Edition. Refer to the “Available in:” line at the top of a help topic to see if it applies to your Edition.

See Also:
Introduction Personal Edition Group Edition Professional Edition Enterprise Edition Unlimited Edition Developer Edition Viewing User License Types

Personal Edition
Personal Edition is a CRM solution designed for an individual sales representative or other single user. Personal Edition provides access to key contact management features such as accounts, contacts, and synchronization with Microsoft Outlook®. It also provides sales representatives with sales tools such as opportunities. Beginning with the Summer '09 release which occurred in June 2009, new organizations do not include access to opportunities. Organizations that signed up prior to June 2009 still have access to opportunities.

Contact Manager
Contact Manager is designed for small businesses and provides access to key contact management features including accounts, contacts, activities, calendars, notes and attachments, and reports. Contact Manager also provides straightforward and easy-to-use customization options. For more information about Contact Manager features, visit the Salesforce.com Pricing & Editions page.

3

Overview

Group Edition

Group Edition
Salesforce.com Group Edition is designed for small businesses and workgroups with a limited number of users. Group Edition users can manage their customers from the start of the sales cycle through closing the deal to providing customer support and service. Group Edition offers access to accounts, contacts, opportunities, leads, cases, dashboards, and reports. For more information about Group Edition features, visit the Salesforce.com Pricing & Editions page.

Professional Edition
Salesforce.com Professional Edition is designed for businesses who need full-featured CRM functionality. Professional Edition includes straightforward and easy-to-use customization, integration, and administration tools to facilitate any small- to mid-sized deployment. For more information about Professional Edition features, visit the Salesforce.com Pricing & Editions page.

Enterprise Edition
Salesforce.com Enterprise Edition is designed to meet the needs of large and complex businesses. In addition to all of the functionality available in Professional Edition, Enterprise Edition organizations get advanced customization and administration tools that can support large-scale deployments. Enterprise Edition also includes access to the Web services API so you can easily integrate with back-office systems. For more information about Enterprise Edition features, visit the Salesforce.com Pricing & Editions page.

See Also:
Administrator setup guide: Enterprise Edition Upgrade Guide Force.com API Usage Limits

Unlimited Edition
Unlimited Edition is salesforce.com's flagship solution for maximizing CRM success and extending that success across the entire enterprise through the Force.com platform. Unlimited Edition customers benefit from new levels of platform flexibility for managing and sharing all of their information on demand. Unlimited Edition includes all Enterprise Edition functionality plus Premier Support, full mobile access, unlimited custom apps, increased storage limits, and more. For more information about Unlimited Edition features, visit the Salesforce.com Pricing & Editions page.

See Also:
Enterprise Edition Force.com API Usage Limits

4

Overview

Developer Edition

Developer Edition
Developer Edition provides access to the Force.com platform and API. It allows developers to extend the Salesforce.com system, integrate with other applications, and develop new tools and applications. Developer Edition provides access to many of the features available with Enterprise Edition. Salesforce.com does not provide technical support for Developer Edition. You can solicit help from the developer community message boards available to registered users via the Force.com developer website - developer.force.com. Documentation for Developer Edition is available from the Technical Library.

See Also:
Force.com API Usage Limits Force.com Free Edition

Force.com Free Edition
Force.com Free Edition is a Salesforce.com organization designed for developing and deploying one Force.com app for up to 100 users. You can upgrade your Free Edition account to a paid subscription if you need to deploy more custom applications to more users in the future. Free Edition includes most Force.com features but does not provide users with Salesforce.com CRM functionality and standard objects, such as accounts, contacts, campaigns, leads, opportunities, forecasts, products, cases, and solutions. For more information about Free Edition features, visit the Salesforce.com Pricing & Editions page. The following table shows the differences and similarities between Free Edition and Salesforce.com's other development environment, Developer Edition: Free Edition Force.com Development Force.com Deployment Upgradeable CRM Self-Service Mobile Platform Customer Portal Partner Portal Developer preview features Multi-language support Yes Yes Yes No No No No No No No Developer Edition Yes No No Yes Yes Yes Yes Yes Yes Yes

5

Getting Started

Getting Started with Salesforce.com

Salesforce.com does not provide technical support for Free Edition. You can solicit help from the developer community message boards available to registered users via the Force.com developer website—developer.force.com.

See Also:
Developer Edition

GETTING STARTED
Getting Started with Salesforce.com
Available in: All Editions

With Salesforce.com, you can enter, organize, and find your important business data. To get started, review these preliminary steps.

For All Users
• • • Review the Salesforce.com Fundamentals training. Edit your personal information. Import your existing contacts.

For Administrators
• • • Review the Admin Fundamentals—Setup and Admin Fundamentals Setup—Customize training courses. Set up your Salesforce.com organization. Import your company's existing data.

For Developers
• • Review the Salesforce.com Fundamentals training. Review the Documentation Resources for Force.com Developers.

See Also:
Language Settings Overview Error Messages Entering Data

6

Getting Started

Trial Overview

Language Settings Overview
Available in: All Editions

The Salesforce.com Web user interface, Salesforce for Outlook, Connect for Outlook, Connect Offline, and Connect for Office are available in multiple languages. The Salesforce.com Web user interface has two language settings: • • Personal language—All on-screen text, images, buttons, and online help display in this language. Edit your personal information to change this setting. Default organization language—This applies to all new users until they select their personal language. This setting also determines the language in which all customizations—such as custom fields, tabs, and user interface options—are stored. For customizations, users' personal language settings don't override this default setting. Some setup items that are manually entered by an administrator can be translated in the Translation Workbench. Administrators can change this setting by editing the company information. Text entered by users remains in the language in which it was entered.

Trial Overview
Available in: All Editions

During your trial, you can evaluate Salesforce.com before you subscribe. Your trial includes: • • • • Sample data. You can delete sample data or start a new trial. Administrator privileges. The person who signed up automatically becomes the administrator. You can add another administrator when you add more users. A variety of Salesforce.com features. The ability to subscribe to Salesforce.com. Note: Features included in your trial may not be available in the Edition you choose to purchase. If you set up multiple users in your trial and later choose to convert to Personal Edition, all users except the original system administrator will be deactivated.

See Also:
Adding or Subtracting User Licenses

7

Getting Started

Trial Overview

Deleting Trial Data
Available in: All Editions

User Permissions Needed To delete trial data: “Modify All Data”

When you sign up for Salesforce.com, your organization is initially populated with some sample data. During your trial period, administrators can delete all of this sample data plus all of your organization’s data at one time. To delete all of the existing data in a trial organization: 1. Click Your Name ➤ Setup ➤ Data Management ➤ Delete All Data. This link is available only during your trial period. 2. Enter the requested text stating that you understand that all of the data in your organization will be deleted. This includes both sample data and data you have entered. Your user and administration setup is not affected. 3. Click Submit. After your trial period has ended, you can delete any sample data manually or with the Mass Delete feature.

See Also:
Trial Overview Starting a New Trial

Starting a New Trial
Available in: Contact Manager, Group, Professional, Enterprise, and Unlimited Editions

User Permissions Needed To start a new trial: “Modify All Data”

When you sign up for Salesforce.com, you can choose an industry-specific template with sample data. During your trial period, you can start a new trial with a blank template. To start a new trial, you must abandon your current trial, including all data and customizations. You can start a new trial if you have: • • • Less than 1000 rows of data No additional user licenses added by salesforce.com No additional functionality enabled by salesforce.com

To start a new trial:

8

Getting Started

Troubleshooting Login Issues

1. Click Your Name ➤ Setup ➤ Data Management ➤ Start a New Trial. This link is available only during your trial period. 2. Select your language and template preferences. 3. Enter the requested text stating that you want to abandon your current trial organization and all of its data. This includes both sample data and data you have entered. 4. Check the box to confirm that all of your current trial data will be lost. 5. Click Submit. 6. When the confirmation page appears, click Submit. Note: By choosing to start a new trial, you are abandoning your current trial organization including all existing data and customizations. You will no longer be able to access the trial or data. Only usernames will be preserved.

See Also:
Trial Overview Deleting Trial Data

Troubleshooting Login Issues
Available in: All Editions

Logging in for the first time: 1. Your administrator adds you as a user. 2. You receive an email with your username and temporary password. 3. Log in, change your password, and set a security question response. Overcoming password issues: • • • Forgot your password? Retrieve it. Locked out? Wait until the lockout period expires and try again, or contact your administrator. Password expired? Change your password when prompted.

Password policies determine how many failed logins are allowed, how long the lockout period lasts, and password requirements such as minimum length. Note: If your session is inactive for a period of time, the system prompts you to continue working or log out. If you don't respond to this time-out prompt, the system displays a login page. See Monitoring Setup Changes on page 646 for instructions on disabling this prompt.

9

Getting Started

Navigating

Navigating
Available in: All Editions

You can navigate between pages and select options using standard text and button links. • On any detail page you can click the Back to List: link to return to your most recently viewed list page. The kind of list that you will be returning to is appended after the colon. For example, if the last list page you viewed was the 'D' page of the “All Accounts” view, clicking Back to List: Accounts returns you to that page. Similarly, if your most recently viewed list page was a list of cases, then the link would be Back to List: Cases. The link isn't available if you haven't viewed any list pages in your current session. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page. Note: Buttons and links mentioned in the online help only display for users who have the appropriate user permissions.

See Also:
About the Sidebar Navigating Long Lists

Entering Data
Available in: All Editions

Entering data in Salesforce.com is much like entering data in any Web page. You can enter data in any of the tabs, or you can import data. Note the following: • • • Remember to click Save so you don’t lose your changes. Required fields are marked with red on editable pages. All other fields are optional. Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your salesforce.com administrator.

See Also:
Entering Dates and Times Entering Currency Entering Phone Numbers Selecting Picklist Values

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Getting Started

Entering Data

Entering Dates and Times
Available in: All Editions

Many fields allow you to enter a date or a time in the format specified by your Locale setting. For more information about these formats, see What format is used for dates, times, and names in Salesforce.com? on page 2705. To enter a time, do one of the following: • • Click the link next to the field on the edit page to enter the current time. Manually enter a time in the format allowed by your Locale setting.

To enter a date: 1. Click in the date or date/time field on an edit page. 2. Choose a date from the calendar, or manually enter a date. All dates display with four digits for the year, although you can enter two or four digits according to these guidelines. Examples are shown in the English (United States) locale: • • • Enter two digits from 00 to 59 for years 2000 - 2059, for example, 12/30/40 is saved as December 30, 2040 Enter two digits from 60 to 99 for years 1960 - 1999, for example, 12/30/60 is saved as December 30, 1960 Enter four digits for any year from 1700 to 4000

3. Optionally, enter a literal date value. If your locale and language are English, you can use the following special date values for entering dates: Literal Date Value Yesterday Today Tomorrow Monday Tuesday Wednesday Thursday Friday Saturday Range The day before the current day. The current day. The day after the current day. The next Monday. If the current day is Monday, the current day. The next Tuesday. If the current day is Tuesday, the current day. The next Wednesday. If the current day is Wednesday, the current day. The next Thursday. If the current day is Thursday, the current day. The next Friday. If the current day is Friday, the current day. The next Saturday. If the current day is Saturday, the current day.

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Getting Started

Entering Data

Literal Date Value Sunday mm/dd

Range The next Sunday. If the current day is Sunday, the current day. The values for the day and month and the current year. For example, 12/31 would expand to 12/31/2009 if the year is 2009. The values for the day and month and the current year. For example, 12.31 would expand to 12/31/2009 if the year is 2009. The values for the day and month and the current year. For example, 12-31 would expand to 12/31/2009 if the year is 2009.

mm.dd

mm-dd

If the field is a date/time field, the time is set to the current time. These literal date values are not case sensitive. Tip: You can set these literal date values using the first three letters. For example, yes for yesterday or mon for Monday.

Minimum and Maximum Dates
Only dates within a certain range are valid. The earliest valid date is 1700-01-01T00:00:00Z GMT, or just after midnight on January 1, 1700. The latest valid date is 4000-12-31T00:00:00Z GMT, or just after midnight on December 31, 4000. Note: These values are offset by your timezone. For example, in the Pacific timezone, the earliest valid date is 1699-12-31T16:00:00, or 4:00 PM on December 31, 1699.

See Also:
Entering Data Entering Currency Entering Phone Numbers Selecting Picklist Values

Entering Currency
Available in: All Editions

In currency fields such as Quota or Annual Revenue, the Currency Locale setting in your Company Information determines the format and currency type of amounts you enter. For Group, Professional, Enterprise, and Unlimited Edition organizations that use multiple currencies, the format and currency type is determined by the Currency field in the record.

12

Getting Started

Entering Data

When you enter a monetary amount (or any other type of number), you can use the shortcuts k, m, or b to indicate thousands, millions, or billions. For example, when you enter 50k it displays as 50,000. However, these shortcuts do not work for filter criteria.

See Also:
Entering Data Entering Dates and Times Entering Phone Numbers Selecting Picklist Values Managing Multiple Currencies

Entering Phone Numbers
Available in: All Editions

When you enter phone numbers in various phone fields, Salesforce.com preserves whatever phone number format you enter. However, if your Locale is set to English (United States) or English (Canada), ten-digit phone numbers and eleven-digit numbers that start with “1” are automatically formatted as (800) 555-1212 when you save the record. If you do not want this formatting for a ten- or eleven-digit number, enter a “+” before the number, for example, +49 8178 94 07-0. Note: If your ten- and eleven-digit phone numbers have Salesforce.com’s automatic format, you may need to enter the parentheses when specifying filter conditions in areas such as custom reports, custom views, and lead assignment rules, for example, “Phone starts with (415).”

See Also:
Entering Data Entering Dates and Times Entering Currency Selecting Picklist Values

Selecting Picklist Values
In Salesforce.com, you may encounter a few different types of picklist fields: • • Standard picklists - Click the down arrow to select a single value. Multi-select picklists - Double click on any available value in one scrolling box to add that value to the selected scrolling box on the right. You can choose a single value or multiple values. To select values within a range, select the first value and click the last value in the range while holding down the SHIFT key; then, click the arrow to add selections to the chosen box.

13

Getting Started

Entering Data

Dependent and controlling picklists work in conjunction with each other. The value chosen in the controlling picklist affects the values available in its dependent picklist. Both controlling and dependent picklists are indicated on edit pages by an icon. Hover your mouse over the icon to display the name of the controlling or dependent picklist.

See Also:
Entering Data Entering Dates and Times Entering Currency Entering Phone Numbers

Editing Data Using Inline Editing
Inline editing settings available in: All Editions

User Permissions Needed To enable inline editing: “Customize Application”

Inline editing allows users to quickly change field values on a record's detail page, saving the user from having to access the record's edit page first. To enable inline editing for your organization, see Customizing User Interface Settings on page 1358. To edit a record using inline editing: 1. Hover your mouse over the field you want to change: • • indicates an editable field indicates a read-only field (such as Last Modified By)

2. Double-click the highlighted region next to the field. The field changes to edit mode. Salesforce.com displays compound fields in a dialog box so that all portions of the field can be edited. Examples of compound fields include addresses, first and last names, dependent picklists, and dependent lookups. 3. Enter the new value. Press Esc while your cursor is in a field's edit box to revert a change for that field. 4. Click away from the field to confirm your change and continue making edits. If you are editing a field that is not a text area field, you can also press Enter to confirm your change. Confirmed changes display in bold orange text. To revert a change, click next to the field. 5. Press Enter again or click Save to commit all confirmed changes. Important: Salesforce.com doesn't save confirmed changes to field values until you commit them by pressing the Enter key a second time or clicking Save. Navigating away from the page without committing changes cancels all edits made to the record.

Tips for Saving Inline Edits
• Press Enter while your cursor is in a field's edit box to confirm the change for that field.

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Getting Started

Entering Data

Press Enter when no fields are in edit mode to save all edits to the record.

Unsupported Behaviors
• Removing the Edit button from a page layout doesn't prevent users from modifying the record using inline editing. To prevent users from editing data altogether, administrators should use any combination of sharing rules, field-level security, page layout field properties, validation rules, profile permissions or Visualforce pages. Inline editing isn't available for users with accessibility mode enabled. Inline editing isn't available for the following standard checkboxes on case, lead, and account edit pages: • • • • Case Assignment (Assign using active assignment rules) Case Email Notification (Send notification email to contact) Lead Assignment (Assign using active assignment rule) Territory Assignment (Run territory assignment rules on save)

• •

You can't use inline editing on setup pages. Solution descriptions can't be modified using inline editing if HTML solutions are enabled. Inline editing isn't supported in the Customer Portal. You can use inline editing to change the values of fields on records for which you have read-only access, either via field-level security or your organization's sharing model; however, Salesforce.com doesn't let you save your changes, and displays an insufficient privileges error message when you try to save the record.

Special Cases
• Inline editing is available on detail pages for all editable fields on edit pages, except for some fields on tasks, events, price books, and documents. To edit any of these, navigate to the edit page of a record, change the value of the field desired, and then click Save. The following table lists the objects that have inline editing restrictions on some of their fields. You may need special permissions to view some of these fields: Object All Objects Opportunities Fields All fields are editable except long text area fields. All fields are editable, except the following fields are only editable on detail pages (not on list views): - Amount - Stage - Forecast Category - Quantity All fields are editable, except Lead Status is only editable on detail pages (not on list views). All fields are editable, except Case Status is only editable on detail pages (not on list views). All fields are editable, except Contract Status is only editable on detail pages (not on list views). Only the following fields are editable: - Description - Location - Subject

Leads Cases Contracts Events

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Getting Started

Accessing Data

Object

Fields Type

Custom fields

Tasks

Only the following fields are editable: - CallType - Description - Subject - Type - Custom fields No fields are editable. No fields are editable.

Documents Pricebooks

Error Messages
While using Salesforce.com, you may occasionally get an error message. Typically, this happens when you try to view, edit, or delete information to which you don't have access. The message page that displays should explain the reason for the error. Click your browser’s Back button to return to the previous page. If you feel you have incorrectly received an error, click Help & Training at the top of any page and select the My Cases tab to submit your issue directly to Customer Support.

Accessing Data
Available in: All Editions

Your administrator can customize many different areas to secure your company's data. Additionally, users in Professional, Enterprise, Unlimited, and Developer edition organizations can control the access that other users have to their data by sharing records individually with colleagues. To determine whether you can access data, review this table: Action To view a tab: Access Needed • • You must have the “Read” permission on the records within that tab. Make sure you have customized your personal display to show the tab. Make sure you have the “Read” permission on the type of record you want to view. Professional, Enterprise, Unlimited, and Developer Edition organizations can set a sharing model that determines the

To view a record:

• •

16

Getting Started

Using the Help & Training Window

Action

Access Needed access users have to records they do not own. Depending on your sharing model, the owner may need to share the record with you if you are not the owner of the record or above the owner in the role hierarchy. Enterprise, Unlimited, and Developer Edition organizations can use territory management to grant access to accounts, opportunities, and cases. Make sure you have the “Read” permission on the type of record for the field. For Enterprise and Unlimited Edition organizations, check the field-level security; your field-level security settings may prevent you from seeing the field. Check your page layout; depending on your page layout settings, you may see some fields and not others. Make sure you have the “Edit” permission on the type of record for the field. For Enterprise and Unlimited Edition organizations, check the field-level security; your field-level security settings may set a field to “Read-Only.” Check your page layout; page layouts can set fields to read only. Make sure you have the “Read” permission on the type of records displayed in the related list. Check your page layout; depending on your page layout settings, you may see some fields and not others. Make sure you have the necessary permission to perform the action. Buttons and links only display for users who have the appropriate user permissions to use them.

To view a field:

• •

To edit a field:

• •

To view a related list:

• •

To view a button or link:

Using the Help & Training Window
All information in the online help applies to All Editions, unless otherwise noted.

The Salesforce.com Help & Training window offers the resources you need to be successful. You can: • • Find Answers to Your Questions Consult, Print, or Email Online Help Topics

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Getting Started

Using the Help & Training Window

• • • •

Download Tip Sheets and Best Practice Guides Review Documentation for Force.com Developers Take Free Training Contact Customer Support

Find Answers to Your Questions Click Help & Training at the top of any page. Enter your keywords in the Search box and click Go!. The search returns online help topics, knowledge base solutions, and recommended training classes that match the keywords you entered. Tips for searching within the Help & Training window: • Search returns online help topics, knowledge base solutions, and recommended training classes that include any or all of your keywords. For example, searching for data loader may return results with just data, just loader, or both keywords in any order. Items that include more of your keywords are listed higher in results, and items that contain your keywords as a phrase or near each other are also listed higher. Use multiple keywords to narrow your search results. For example, create lead assignment rules returns more specific results than just assignment rules. Search is not case-sensitive. Mail Merge is the same as mail merge. Search finds variants of your keywords, for example, searching for creating finds items containing create, created, and creating. Note: This behavior applies only to the type of word you search for: a search for a noun matches variants of the noun form, a search for a verb matches variants of the verb form, and so on. • • Commonly used words such as the, about, and, and not are ignored. Search wildcards, such as * and ?, and operators, such as AND, OR, and AND NOT, are treated like any other keyword. For example, searching for outlook AND cases is treated exactly the same as outlook cases.

• • •

After you find the answer you need, you can click the Email Page link at the top of the window to send a URL for the help topic or knowledge base solution to yourself or anyone else. Consult, Print, or Email Online Help Topics Click the Help for this Page link on any page in Salesforce.com to open a context-sensitive online help topic describing that page. On any related list in Salesforce.com, click the Help link to open an online help topic describing that related list. To print a PDF version of the online help, click the Help tab of the Help & Training window and click Printable User Guide in the taskbar. To email the URL for any online help topic to another person, click the & Training window. Download Tip Sheets and Best Practice Guides Select the Help tab of the Help & Training window and click Tips & User Guides in the taskbar to view and download tip sheets, implementation guides, and best practices for specific features. Visit www.salesforce.com/community to browse and access more tips, best practices, and tools for success with Salesforce.com. Email Page link in the top right of the Help

18

Getting Started

Supported Browsers

Review Documentation for Force.com Developers If you are building an app on the Force.com platform, writing Apex, or building integrations with the Force.com API, see Documentation Resources for Force.com Developers on page 1790 for more information. Take Free Training Select the Training tab of the Help & Training window, choose your role and geographic location, and click View Classes! to find free, online training classes to help you learn how to use Salesforce.com. Contact Customer Support Select the My Cases tab of the Help & Training window to access customer support options. Click Log a Case to submit your question or issue directly to salesforce.com Customer Support. Click View Cases to see your previously submitted cases. To contact salesforce.com Customer Support directly, use the following numbers depending on your location: • • • • Americas: (415) 901-7010 EMEA: 00353 1 272 3503 APAC: +65 6302 5700 Japan: +81-3-5785-8480

For more information about the most efficient ways to receive the customer support assistance you need, see the Contacting Customer Support tip sheet. Note: Salesforce.com makes every effort to ensure the accuracy of the information contained within the Help & Training window, but assumes no responsibility or liability for any errors or inaccuracies that may appear. If you do find any errors, please use the feedback form at the bottom of every help page.

See Also:
Custom Help Overview Replacing Salesforce.com Online Help

Supported Browsers
Available in: All Editions

The Salesforce.com online application supports the following browsers: Browser Mozilla Firefox version 3.6.x Comments Salesforce.com recommends using Firefox for best performance. For configuration recommendations, see Configuring Firefox on page 20.

Microsoft® Internet Explorer versions 6.0, 7.0, Salesforce.com strongly recommends using Internet Explorer version 8.0 over and 8.0 versions 6.0 and 7.0. Apply all Microsoft® hotfixes. For configuration recommendations, see Configuring Internet Explorer on page 22.

19

Getting Started

Supported Browsers

Browser Apple® Safari version 5.0.x

Comments Supported on Windows XP and Mac OS X version 10.4 and later. There are no browser setting recommendations for Safari.

Important: For all browsers you must enable JavaScript, cookies, and SSL 3.0.

Certain features in the Salesforce.com online application—as well as some desktop clients, toolkits, and adapters—have their own browser requirements. For example: • Internet Explorer is the only supported browser for: • standard mail merge installing Salesforce Mobile on a Windows Mobile device Connect Offline

Internet Explorer 6.0 is not supported for: Chatter Global Search Answers Cloud Scheduler the new user interface theme Quote Template Editor Service Cloud Console

• •

Safari is not supported for the Salesforce CRM Call Center CTI Toolkit or the Service Cloud Console. Firefox is recommended for the enhanced page layout editor.

Refer to the documentation for those products for specific information. Other requirements can be found in Salesforce.com System Requirements.

Configuring Firefox
Available in: All Editions

Salesforce.com recommends using Firefox for best performance. Required Settings The following settings are required: 1. Click Tools ➤ Options. 2. Enable JavaScript: a. Go to the Content panel. b. Select the Enable JavaScript option.

20

Getting Started

Supported Browsers

3. Accept cookies: a. b. c. d. Go to the Privacy panel. For the Firefox will option, select Use custom settings for history. Select the Accept Cookies from sites option. For the Keep until option, select they expire.

4. Set encryption protocols: a. Go to the Advanced panel. b. Click the Encryption tab. c. Select the Use SSL 3.0 option. 5. Click OK. Advanced Settings Optionally, configure advanced caching preferences to maximize performance: 1. Type about:config in the browser's location bar, and then press Enter. 2. If a warning displays, click I'll be careful, I promise!. 3. Search for the following preferences and set them to the recommended value by double-clicking the preference name. Changes take effect immediately. 4. Change how the browser retains common resources across requests by setting the following caching preferences. Preference browser.cache.check_doc_frequency browser.cache.disk.capacity browser.cache.disk.enable browser.cache.disk_cache_ssl browser.cache.memory.enable network.http.use-cache Recommended Value 3 50,000 or more; increase to use more hard disk space True True True True Default Value 3 50,000 True False True True

Note: You can set some of these preferences by clicking Tools ➤ Options in the Firefox browser. Refer to Firefox Help for details.

Tip: Setting privacy.sanitize.sanitizeOnShutdown to “True” causes the cache to clear when Firefox shuts down. This increases privacy, but may decrease performance. To view the contents of your cache, type about:cache in the Firefox location bar and press Enter.

21

Getting Started

Supported Browsers

Refer to MozillaZine Knowledge Base and Firefox Support Home Page for more information on these and other preferences.

See Also:
Supported Browsers

Configuring Internet Explorer
Available in: All Editions Salesforce.com strongly recommends using Internet Explorer version 8.0 over versions 6.0 and 7.0. Apply all Microsoft® hotfixes. To maximize the performance of Internet Explorer, set the following options in the Internet Options dialog box, which you can open by clicking Tools ➤ Internet Options: General Tab 1. From the General tab, click Settings under Browsing History (Temporary Internet Files for version 6.0). 2. For the Check for newer versions of stored pages option, select Automatically. 3. For the Disk space to use option (Amount of disk space to use in version 6.0), enter at least 50 MB. Security Tab 1. From the Security tab, click Custom Level under Internet and scroll to the Scripting section. 2. Make sure the Active Scripting option is enabled. JavaScript depends on this setting being enabled. Privacy Tab 1. From the Privacy tab, click Advanced. 2. Select the Override automatic cookie handling option. 3. Select the Always allow session cookies option. Advanced Tab From the Advanced tab, scroll to the Security section and do the following: • • Do not select the Do not save encrypted pages to disk option. Select the Use SSL 3.0 option.

22

Getting Started

Supported Browsers

Tip: The Empty Temporary Internet Files folder when browser is closed option causes the cache to clear when Internet Explorer is shut down. This increases privacy, but may decrease performance.

See Also:
Supported Browsers

23

WORKING IN SALESFORCE

PERSONAL SETUP
Personal Setup Overview
The available setup options vary according to which Salesforce.com Edition you have.

The Personal Setup page, accessed by clicking Your Name ➤ Setup, contains setup and customization options to help you personalize the application for your personal use.

My Personal Information
Expand the My Personal Information folder under Personal Setup to access the following options: • • • • • • • • • Personal Information—Edit your user information, create quotas, view login history, and more (see Editing Your Personal Information on page 25). Change My Password—Change your password (see Changing Your Password on page 37). Reset My Security Token—Reset the security token that you may need to log into Salesforce.com from outside your company's trusted network (see Resetting Your Security Token on page 39). My Groups—Add, update, or delete your personal groups (see About Groups on page 548). Change My Display—Customize your display of tabs and related lists (see Customizing Your Display on page 35). Grant Login Access—Allow salesforce.com Customer Support representatives or your administrator to log in to your account (see Granting Login Access on page 27). Calendar Sharing—Allow other users, personal and public groups, roles, or roles and subordinates to view your calendar (see Granting Access to Your Calendar on page 41). Reminders—Set your personal preferences for activity reminders (see Setting Reminders on Activities on page 104). Record Type Selection—Set your preferences for automatic selection of default record types (see Setting Record Type Preferences on page 42).

Email
Expand the Email folder under Personal Setup to access the following options: • • • My Email Settings—Set your outbound email settings (see Editing Email Settings on page 40). My Templates—Create and edit your own email templates (see Managing Email Templates on page 474). My Stay-in-Touch Settings—Set your preferences for emails requesting contact information updates (see Editing Stay-in-Touch Settings on page 41).

24

Personal Setup

Editing Your Personal Information

Import
Expand the Import folder under Personal Setup to access the following options: • • Import My Accounts & Contacts—Import accounts and contacts that you own (see Import My Contacts on page 717). Import My Person Accounts—Import person accounts that you own. Note that your administrator may have customized the text of this link.

Desktop Integration
Expand the Desktop Integration folder under Personal Setup to access the following options: • • Check for Updates—See what desktop client versions you have and install updates (see Checking for Desktop Client Updates on page 44). Salesforce for Outlook—Install Salesforce for Outlook to integrate your data with Microsoft® Outlook (see Salesforce for Outlook Overview on page 2023). To download Connect for Outlook, see Force.com Connect for Microsoft Outlook Overview on page 2047. Connect for Office—Install Connect for Office to integrate your data with Microsoft Word and Excel (see Force.com Connect for Microsoft Office® Overview on page 2103). Connect Offline—Install Connect Offline to work remotely when you are not online (see Force.com Connect Offline Overview on page 2110). Connect for Lotus Notes—Download the Connect for Lotus Notes integration plug-in (see Force.com Connect for Lotus Notes Overview on page 2076).

• • •

Call Center Settings
Expand the Call Center Settings folder under Personal Setup to access the following options: • My SoftPhone Settings—Set your SoftPhone user preferences (see Editing Personal SoftPhone Settings on page 2391).

Editing Your Personal Information
The available personal setup options vary according to which Salesforce.com Edition you have.

To update your personal information, click Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information. Administrators can edit any user’s information as described in Viewing and Editing Users on page 499. From the personal information page, you can change the following: • Personal Information—To make changes, click Edit. See User Fields on page 28 for a list of the user fields. If you change your email address, a confirmation message will be sent to the new address. You must click the link provided in that message for the new email address to take effect. This process is to ensure system security. • • • Change Password—Click the Change Password button. See Changing Your Password on page 37. Approver Settings—Set preference for receiving approval request emails. See Changing Your Approval User Preferences on page 1578. Storage Space—Click View next to the Used Data Space or Used File Space field to see how much storage space you are using. See Monitoring Resources on page 663 for information on organization storage limits.

25

Personal Setup

Editing Your Personal Information

• • • • •

Quotas—Create and edit your quotas. See Setting Quotas for Customizable Forecasting on page 505 or Adding and Editing Quotas on page 39 if you do not have customizable forecasting. Personal Groups—Add, update, or delete your personal groups. See About Groups on page 548. Default Sales Team—Set up your default sales team. See Setting Your Default Sales Team on page 1963. Default Account Team—Set up your default account team. See Setting Up Default Account Teams on page 1869. Login History—Administrators can view the user’s last ten successful and failed login attempts.

You also have access to view the following: • • • • • Public Group Membership—Lists the public groups to which you belong, as determined by your administrator. Managers in the Role Hierarchy—Lists the users above you in the role hierarchy, as defined by your administrator. See Managers in the Role Hierarchy on page 27. Territories—Lists the territories to which you are assigned. See Managing Users in Territories on page 1980. Assigned Mobile Devices—Lists the mobile device from which you activated Salesforce Mobile for your Salesforce.com account. See Managing Mobile Devices on page 838. Remote Access—Lists the remote access applications that you have granted access to.

See Also:
Personal Setup Overview Changing Your Default Division Granting Login Access User Fields

Viewing Public Group Membership
Available in: Professional, Enterprise, Unlimited, and Developer Editions

To view which public groups include you as a member: 1. Click Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information. 2. Scroll down to the Public Group Membership related list, which lists the public groups of which you are a member. 3. To view a group's membership details, click the group name.

See Also:
Editing Your Personal Information

26

Personal Setup

Editing Your Personal Information

Granting Login Access
Available in: All Editions Granting administrator access available in: Enterprise, Unlimited, and Developer Editions

In order to assist you, your administrator or a salesforce.com Customer Support representative may need to log in to the application using your login. You must grant access for them and specify a deadline for that access. During the effective access period, they will be able to use your login and access your data in order to help you resolve any problems. To grant login access: 1. Choose Your Name ➤ Setup ➤ My Personal Information ➤ Grant Login Access. 2. Set the access expiration date for salesforce.com support or your administrator. 3. Click Save. No one can log in to your account to resolve support issues unless you grant access in this way.

See Also:
Logging In as Another User Editing Your Personal Information

Managers in the Role Hierarchy
Available in: Professional, Enterprise, Unlimited, and Developer Editions

The Managers in the Role Hierarchy related list shows all of the users above you in the hierarchy. These users have the same access to your data as you do—they have access to all data you own or that has been shared with you. To view this related list, click Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information, and scroll down to the related list.

See Also:
Managing Roles Editing Your Personal Information

27

Personal Setup

Editing Your Personal Information

User Fields
The available fields vary according to which Salesforce.com Edition you have.

A user's personal information page has the following fields, listed in alphabetical order. Some of these fields may not be visible or editable depending on your profile or edition. Field
Accessibility Mode

Description Checkbox that enables or disables a user interface mode designed for visually-impaired users. See Enabling Accessibility Mode on page 2841. Administrative checkbox that enables or disables user login to the service. Street address for user. Up to 255 characters are allowed in this field. Opt in to receive administrator-targeted promotional emails from salesforce.com. This field is not available if your organization has disabled your choice to receive emails from salesforce.com. Short name to identify user on list pages, reports, and other pages where the entire name does not fit. Up to eight characters are allowed in this field. Indicates whether the user is allowed to use customizable forecasting or not. See Enabling Users for Customizable Forecasting on page 1177. Indicates whether or not an API token has ever been reset. Salesforce.com uses this field to help you troubleshoot issues related to API tokens if issues should occur. The name of the call center to which this user is assigned. See Managing Call Center Users on page 2406. Indicates whether the user is notified by email when his or her Checkout account is activated and available for login. You must have “Manage Billing” permission to enable.

Active

Address

Admin newsletter

Alias

Allow Forecasting

Api Token

Call Center

Checkout Enabled

City

City portion of user’s address. Up to 40 characters are allowed in this field. Indicates whether the option to set an alternate color palette for charts has been enabled. The alternate palette has been optimized for use by color-blind users. For dashboard emails, the alternate palette is not used.

Color-Blind Palette on Charts

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Editing Your Personal Information

Field
Community Nickname

Description Name used to identify this user in a community. Up to 40 alphanumeric characters are allowed; standard users can edit this field. Company name where user works. Up to 40 characters are allowed in this field. Name of the associated contact if the user is a partner user. Country portion of user’s address. Up to 40 characters are allowed in this field. User who created the user including creation date and time. (Read only) User’s default currency for quotas, forecasts, and reports. Shown only in organizations using multiple currencies. This must be one of the active currencies for the organization. Listing of custom links for users as set up by your administrator. User's default currency setting for new records. Available only for organizations that use multiple currencies. Division that is applied, by default, to all new accounts and leads created by the user, unless he or she explicitly sets a different division. When users create records related to an account or other record that already has a division, the new record is assigned to the existing record’s division; the default division is not used. This setting does not restrict the user from viewing or creating records in other divisions. Users can change their division at any time. Available only in organizations that use divisions to segment their data.

Company

Contact Country

Created By

Currency

Custom Links

Default Currency ISO Code

Default Division

Delegated Approver

User lookup field used to select a delegate approver for approval requests. Depending on the approval process settings, this user can also approve approval requests for the user. Group that user works for, for example, Customer Support. Up to 80 characters are allowed in this field. Enables development mode for creating and editing Visualforce pages. This field is only visible to organizations that have Visualforce enabled..

Department

Development Mode

Disable Auto Subscription For Feeds

Disables automatic feed subscriptions to records owned by a user. Only available in organizations with Chatter enabled.

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Editing Your Personal Information

Field
Division

Description Company division to which user belongs for example, PC Sales Group. Up to 40 characters are allowed in this field. Email address of user. Must be a valid email address in the form: jsmith@acme.com. Up to 80 characters are allowed in this field. Character set and encoding for outbound email sent by user from within Salesforce.com. ISO-8859-1 represents all Latin characters and should be used by English-speaking users. UTF-8 (Unicode) represents all characters for all of the world’s languages, but is not supported by some older email software. Shift_JIS, EUC-JP and ISO-2022-JP are useful for Japanese users. Identifying number for a user. Time of day that user generally stops working. Used to define the times that display in the user’s calendar. Fax number for user. The value used to identify a user for federated authentication single sign-on. For more information, see Configuring SAML Settings for Single Sign-On on page 613. Also used with identity providers. See About Identity Providers and Service Providers on page 633 First name of user, as displayed on the user edit page. Up to 40 characters are allowed in this field. Administrative checkbox that grants a user the ability to run flows. You must have the “Manage Force.com Flow” permission to enable. Note: Force.com Flow is currently available through a pilot program. For information on enabling Force.com Flow for your organization, contact salesforce.com.

Email

Email Encoding

Employee Number End of day

Fax Federation ID

First Name

Force.com Flow User

Information Currency

The default currency for all currency amount fields in the user record. Available only for organizations that use multiple currencies. Administrative checkbox that grants a user access to Salesforce Knowledge. The user's profile determines whether he or she has access to the Article Management tab, Articles tab, or both.

Knowledge User

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Personal Setup

Editing Your Personal Information

Field
Language

Description The primary language for the user. All text and online help is displayed in this language. In Professional, Enterprise, and Unlimited Edition organizations, a user’s individual Language setting overrides the organization’s Default Language. Not available in Personal Edition, Contact Manager, or Group Edition™. The organization’s Display Language applies to all users.

Last Login Last Name

Date of last login. (Read only) Last name of user, as displayed on the user edit page. Up to 80 characters are allowed in this field. Country or geographic region in which user is located. The Locale setting affects the format of date, date/time, and number fields, and the calendar. 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. Times in the English (United States) locale display using a twelve-hour clock with AM and PM (for example, 2:00 PM), whereas in the English (United Kingdom) locale, they display using a twenty-four-hour clock (for example, 14:00). The Locale setting also affects the first and last name order on Name fields for users, leads, and contacts. For example, Bob Johnson in the English (United States) locale displays as Bob Johnson, whereas the Chinese (China) locale displays the name as Johnson Bob. For Personal Edition users, the locale is set at the organization level via Your Name ➤ Setup ➤ Company Profile ➤ Company Information. For all other users, their personal locale, available at Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information, overrides the organization setting.

Locale

Manager

Lookup field used to select the user's manager. This field: • Establishes a hierarchical relationship, preventing you from selecting a user that directly or indirectly reports to itself. • Allows Chatter to recommend people to follow based on your organization's reporting structure. For more information, see Viewing Your People Recommendations on page 271. This field is especially useful for creating hierarchical workflow rules and approval processes without having to create additional hierarchy fields.

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Personal Setup

Editing Your Personal Information

Field

Description Note: Unlike other hierarchy fields, Salesforce.com allows you to inactivate users who are referenced in the Manager field.

Marketing User

Checkbox that indicates whether user has access to create, edit, and delete campaigns and configure advanced campaign setup. In order to use the campaign import wizards, Marketing Users must also have the Marketing User profile (or the “Import Leads” permission and the “Edit” permission on campaigns in Enterprise and Unlimited Edition organizations).

Mobile

Cellular or mobile phone number. Up to 40 characters are allowed in this field. Allocates one Salesforce Mobile license to the user, granting the user access to Salesforce Mobile capabilities. The number of user records with this checkbox enabled cannot exceed the total number of mobile licenses your organization has. The Mobile User checkbox is enabled by default for Unlimited and Developer Edition users. To prevent users from activating Salesforce.com on their mobile devices before you are ready to deploy mobile in your organization, disable the checkbox for all your users. If the user has already activated his or her mobile account from a device, deselecting the Mobile User checkbox revokes the user's mobile license. The next time the user's device synchronizes with Salesforce.com, all the Salesforce.com data is deleted from the device, and the device is no longer associated with the user. For more information, see Salesforce Mobile Overview on page 798. Note: The Mobile User checkbox doesn't apply to Mobile Lite users because they can access Salesforce.com from their device without a mobile license.

Mobile User

Mobile Configuration

The mobile configuration assigned to the user. If no mobile configuration is specified, this field defaults to the mobile configuration assigned to the user's profile. This field is only visible to organizations that use Salesforce.com to manage mobile configurations. For more information, see Salesforce Mobile Overview on page 798.

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Editing Your Personal Information

Field
Modified By

Description User who last changed the user fields, including modification date and time. (Read only) Combined first and last name of user, as displayed on the user detail page. Opt in to receive user-targeted promotional emails from salesforce.com. This field is not available if your organization has disabled your choice to receive emails from salesforce.com. Administrative checkbox that indicates whether user has access to use Connect Offline. Phone number of user. Up to 40 characters are allowed in this field. Checkbox that specifies if the user was created via self-registration to a Customer Portal. Available in Enterprise and Unlimited Editions only.

Name

Newsletter

Offline User

Phone

Self-Registered via Customer Portal

Profile

Administrative field that defines a user’s permission to perform different functions within the application. Set preferences for receiving approval request emails. See Changing Your Approval User Preferences on page 1578. If selected, specifies that a user with Salesforce CRM Content subscriptions will receive a once-daily email summary if activity occurs on his or her subscribed content, workspaces, tags, or authors. To receive email, the Receive Salesforce CRM Content Email Alerts checkbox must also be selected. If selected, specifies that a user with Salesforce CRM Content subscriptions will receive email notifications if activity occurs on his or her subscribed content, workspaces, tags, or authors. To receive real-time email alerts, select this checkbox and do not select the Receive Salesforce CRM Content Daily Digest checkbox. Administrative field that specifies position of user within an organization, for example, Western Region Support Manager. Roles are selected from a picklist of available roles, which can be changed by an administrator. Not available in Personal Edition, Contact Manager, or Group Edition.

Receive Approval Request Emails

Receive Salesforce CRM Content Daily Digest

Receive Salesforce CRM Content Email Alerts

Role

Salesforce CRM Content User

Administrative checkbox that indicates whether a user has access to use Salesforce CRM Content. If selected, specifies that the user will receive email notification whenever he or she executes Apex that surpasses more than

Send Apex Warning Emails

33

Personal Setup

Editing Your Personal Information

Field

Description 50% of allocated governor limits. See the Force.com Apex Code Developer's Guide for information. Available in Developer, Enterprise, and Unlimited Editions only.

Show View State in Development Mode

Enables the View State tab in the development mode footer forVisualforce pages. This field is only visible to organizations that have Visualforce enabled, and Development Mode selected.

Start of day

Time of day that user generally starts working. Used to define the times that display in the user’s calendar. State or province portion of user’s address. Up to 20 characters are allowed in this field. Primary time zone in which user works. Users in Arizona should select the setting with “America/Phoenix,” and users in parts of Indiana that do not follow Daylight Savings Time should select the setting with “America/Indianapolis.”

State/Province

Time Zone

Title Used Space

Job title of user. Up to 80 characters are allowed in this field. Amount of disk storage space the user is using. See Monitoring Resources on page 663. Indicates the type of user license. For more information about user licenses, see Viewing User License Types on page 559. Administrative field that defines the user’s login. Up to 80 characters are allowed in this field. Zip code or postal code portion of user’s address. Up to 20 characters are allowed in this field.

User License

Username

Zip/Postal Code

See Also:
Editing Your Personal Information Managing Mobile Permissions

34

Personal Setup

Changing Your Default Division

Changing Your Default Division
Available in: Professional, Enterprise, and Unlimited Editions

User Permissions Needed To change your default division: “Manage Users”

If your organization uses divisions to segment data, your user information contains a default division. This is the division that is applied, by default, to all new accounts, leads, and appropriate custom objects you create, unless you explicitly set a different division during record creation. For records you create that are related to an account or other record that already has a division, the new record is assigned to the existing record’s division; the default division is not used. Your default division setting does not restrict you from viewing or creating records in other divisions. See Overview of Divisions on page 459 for more information. To change your default division: 1. Click Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information. To change the default division of another user, click Your Name ➤ Setup ➤ Manage User ➤ Users, and select the name of the user. See Transferring Divisions on page 675 to transfer the default division for multiple users. 2. 3. 4. 5. Click Change next to the Default Division field. Select a new default division. Select an option to determine if the records you currently own should be transferred to the new division as well. Click Save.

See Also:
Transferring Divisions Changing Your Working Division

Customizing Your Display
Available in: All Editions

Click Your Name ➤ Setup ➤ My Personal Information ➤ Change My Display to change various personal display options. You can: • Click Customize My Tabs to change which tabs display when you log in, or, if you have multiple apps, to change which tabs display in each app. By default, you will see the tabs that are set for your profile. Add each tab you want to display, change the display order if desired, and click Save.

35

Personal Setup

Viewing All Tabs

Note: The first tab that displays when you select an app may change if your administrator changes the app's default landing tab. See Editing App Properties on page 1477. • Select an object from the drop-down list and click Customize My Pages to customize your display. For your Home tab, customize the dashboard snapshot that displays on the Home tab. Select the dashboard to use and 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. See Refreshing Dashboard Data on page 2334 for information on refreshing your dashboard snapshot. For all other tabs, set which related lists display on your detail pages. To add or remove related lists, select a related list title, and click the Add or Remove arrow. To change the order of the related lists, select a related list title in the Selected List box, and click the Up or Down arrow. Click Save when finished. Note: Your personal related list customization may change if your administrator alters the page layout for a particular tab. See Managing Page Layouts on page 1105. You can also access the Customize My Display page via the Customize Page link in the Dashboard section of the Home tab or on any record detail page. To customize the folders that display on your Reports tab, see Reports Home on page 2225. Note: Users can't remove dashboards from their home tab. Only administrators control whether dashboards appear.

See Also:
Changing Your Home Tab Dashboard Viewing All Tabs

Viewing All Tabs
Available in: All Editions

To view all the tabs available to you in Salesforce.com, click the plus icon (+) next to the main tabs.

Figure 1: Viewing All Tabs in Salesforce.com Using this page, you can: • • • Click any of the tab names to quickly jump to that tab. If you have multiple apps, use the View drop-down list to see each app’s logo and included tabs. Click Customize My Tabs to change how tabs display on your screen.

36

Personal Setup

Changing Your Password

Note: If you have Enterprise or Unlimited Edition, your administrator can hide tabs within your organization for features you do not use. For details, see Defining Custom Apps on page 1475.

See Also:
Customizing Your Display

Changing Your Password
Available in: All Editions

To change your password at any time, click Your Name ➤ Setup ➤ My Personal Information ➤ Change My Password. In Contact Manager, Group, Professional, Enterprise, Unlimited, or Developer Edition, your administrator can also reset your password for you (see Resetting Passwords on page 502). The first time you log in you are prompted to change the temporary password that was emailed to you. We also recommend that you change your password periodically to protect the privacy of your data. If your administrator has set the User passwords expires in setting, you must change your password periodically. However, if you have the “Password Never Expires” user permission, then your password will not expire. When you change your password, if you have not previously selected and answered a security question, you are prompted to do so. You must answer this question correctly if you ever forget your password and need it to be reset. You may have to activate your computer to successfully log in to Salesforce.com whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce.com before. Activating your computer allows Salesforce.com to verify your identity and prevent unauthorized access. To activate your computer: 1. When prompted on the login page, click the Send Activation Link button. Salesforce.com sends an activation email to the email address specified on your Salesforce.com user record. 2. When you receive the activation email, copy and paste the activation link into your browser. The activation link included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked the Send Activation Link button. After 24 hours, the activation link expires, and you must repeat the activation process to log in. For more information, see Setting Login Restrictions on page 524. As you enter a new password in the New Password field, a visual indicator provides dynamic feedback on the strength of the password that you are typing. When the password matches the minimum requirements for your organization's password policy, the visual indicator and associated text indicate that the password is acceptable and can now be saved. A tip is displayed to suggest how to make the password stronger and more difficult to guess. Note: A password cannot contain your User Name and cannot match your first or last name. For all editions, a new organization has the following default password requirements: • • • A password must contain at least eight characters. A password must contain at least one alphabetic character and one number. The answer to the question posed if you forget your password cannot contain your password.

37

Personal Setup

Changing Your Password

The last three passwords are remembered and cannot be reused when you are changing your password.

The password policies, including these defaults, can be updated for all editions except for Personal Edition. See Setting Password Policies on page 595 for more details. If you have the “Uses Single Sign-On” permission, only an administrator can reset your password. Please contact your administrator for assistance. For information about Single Sign-On, see About Single Sign-On on page 600.

See Also:
Retrieving Forgotten Passwords Resetting Your Security Token

Retrieving Forgotten Passwords
Available in: All Editions

Follow these steps if you have forgotten your password: 1. 2. 3. 4. 5. Attempt to log in with your username and a dummy password. Click Forgot your password?. Correctly enter your username and click Continue. A message will automatically be sent to your email address. Click the link provided in that message, correctly answer your password question, and click Continue. A temporary password will be automatically sent to your email address. Click the link to log in using that temporary password. 6. When prompted, enter a new password. You may have to activate your computer to successfully log in to Salesforce.com whenever your password is changed or reset, or when you log in from a computer you have not used to access Salesforce.com before. Activating your computer allows Salesforce.com to verify your identity and prevent unauthorized access. To activate your computer: 1. When prompted on the login page, click the Send Activation Link button. Salesforce.com sends an activation email to the email address specified on your Salesforce.com user record. 2. When you receive the activation email, copy and paste the activation link into your browser. The activation link included in the email is available for you to copy and paste into your browser up to 24 hours from the time you clicked the Send Activation Link button. After 24 hours, the activation link expires, and you must repeat the activation process to log in. For more information, see Setting Login Restrictions on page 524.

See Also:
Resetting Your Security Token

38

Personal Setup

Adding and Editing Quotas

Resetting Your Security Token
Available in: All Editions

A security token is an automatically-generated key that you must add to the end of your password in order to log in to Salesforce.com from an untrusted network. For example, if your password is mypassword, and your security token is XXXXXXXXXX, then you must enter mypasswordXXXXXXXXXX to log in. Security tokens are required whether you log in via the API or a desktop client such as Connect for Outlook, Connect Offline, Connect for Office, Connect for Lotus Notes, or the Data Loader. You are offered a security token if you try to access Salesforce.com from an untrusted network. Once you have been issued a security token, you have the option to reset this security token at any time. To reset your security token, click Your Name ➤ Setup ➤ My Personal Information ➤ Reset Security Token, and click the Reset Security Token button. The new security token is sent via email to the email address on your Salesforce.com user record. If you have never been offered a security token, for example, because your organization restricts the IP addresses from which you can log in, the Reset Security Token node does not appear in Setup. Tip: It is recommended that you obtain your security token via the Salesforce.com user interface from a trusted network prior to attempting to access Salesforce.com from a new IP address.

See Also:
Changing Your Password

Adding and Editing Quotas
Available in: Professional, Enterprise, Unlimited, and Developer Editions

You can track your sales quotas on a quarterly basis. To add or edit a quota, go to your forecast for the quarter, or select Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information. To create a new quota from the personal information page: 1. Click New in the Quotas related list. 2. Select the year and quarter, and click Next. By default, the page displays the quarter that follows the last quota you created. The year you select should be based on your organization’s Fiscal Year Starts In settings. 3. Enter amounts for each month. Do not include any currency symbols. If your organization uses multiple currencies, your quota is created in your personal currency by default. 4. Click Save to finish. Creating a quota automatically creates the corresponding forecast for that quarter.

39

Personal Setup

Editing Email Settings

To edit a quota, click the quota name in the Quotas related list. Editing the quota amounts automatically logs an entry to the Forecast History related list of the corresponding forecast (see Forecast History on page 1889). Note: Managers should enter their quota amounts as a sum of their entire team’s quotas. If your sales group does not break down quotas monthly, enter zeroes for the first two months and put the entire amount in the third month. If your organization uses multiple currencies, click Change Currency in the Quotas related list to change the currency of the quota. All quota and forecast values are automatically converted to the new currency using the conversion rates maintained by your administrator. Note: This procedure does not apply to customizable forecasting. If your organization has enabled customizable forecasting, see Setting Quotas for Customizable Forecasting on page 505. See Do I Have Customizable Forecasting? on page 1893 to determine if your organization has enabled customizable forecasting.

See Also:
Creating Forecasts Editing Forecasts

Editing Email Settings
Available in: All Editions

Click Your Name ➤ Setup ➤ Email ➤ My Email Settings to alter email settings that apply to all outbound emails you send from within the application. You can change: • • • • How your name appears on outbound emails Your return email address Whether all individual outbound emails are blind carbon copied to your return address (not available if your organization has enabled sending compliance BCC emails) The signature that appears at the bottom of all individual outbound emails and can be added to mass email messages. Note: In Personal and Developer Editions, a Salesforce.com-specific tag line is added below your personal signature on all outbound emails.

See Also:
Sending Email

40

Personal Setup

Editing Stay-in-Touch Settings

Editing Stay-in-Touch Settings
Available in: All Editions

To set your preferences for requesting contact information updates: Note: If your organization uses person accounts, person accounts are also affected by these settings. For more information, see What is a Person Account? on page 55. 1. Click Your Name ➤ Setup ➤ Email ➤ My Stay-in-Touch Settings. 2. Choose Yes for Automatic Bcc to receive copies of your sent Stay-in-Touch emails. This option is only available if your organization has not enabled compliance BCC emails. 3. Enable the reminder if you would like to be prompted to send a Stay-in-Touch request whenever you save a new contact. 4. Enter a default subject for the email. 5. In the note area, enter a message to the recipient. 6. In the signature area, enter a signature with your contact information. 7. Use the merge fields area at the top of the page to display available merge field values, which you can copy and paste into the subject, note, or signature boxes as needed. 8. Click Save.

See Also:
Sending Stay-in-Touch Requests

Granting Access to Your Calendar
Available in: Professional, Enterprise, Unlimited, and Developer Editions

You can grant access to other users, personal and public groups, roles, or roles and subordinates to view your calendar. 1. 2. 3. 4. Click Your Name ➤ Setup ➤ My Personal Information ➤ Calendar Sharing. Click Add to share your calendar with others. Use the arrows to add or remove users, roles, or groups to your calendar. In Calendar Access, specify how you want to share your calendar by selecting one of the following: Option Hide Details Description Others can see whether given times are available, but cannot see any other information about the nature of events in the calendar.

41

Personal Setup

Setting Record Type Preferences

Option Hide Details and Add Events

Description Others can see whether given times are available, but cannot see details of events. Other users can insert events in the calendar. Others can see detailed information about events in the calendar. Others can see detailed information about events in the calendar and can insert events in the calendar. Others can see detailed information about events in the calendar, insert events in the calendar, and edit existing events in the calendar.

Show Details Show Details and Add Events Full Access

5. Click Save. The available Calendar Access options vary depending on the organization-wide calendar sharing level set by your administrator. Only choices that make your calendar access less restrictive are available. Calendar sharing settings affect the visibility of items on a calendar, but do not give access to event detail pages. Note: Regardless of whether your organization's sharing settings specify using hierarchies, activities associated with a record are still visible to users above the activity’s assignee in the role hierarchy.

See Also:
Activity Accessibility

Setting Record Type Preferences
Available in: Enterprise, Unlimited, and Developer Editions

Set an option to automatically insert your default record type when creating new records. Using this setting, you can bypass the page prompting you to select a record type. If you have several different record types available to you, you may prefer to be prompted to select a record type every time you create a new record. 1. Click Your Name ➤ Setup ➤ My Personal Information ➤ Record Type Selection. 2. Check any box to automatically select the default record type when creating records of that type. Any unchecked boxes indicate that you prefer to be prompted to select a record type. 3. Click Save. Note: The Record Type Selection option may not be available because your organization is not using record types or multiple record types are not available for a particular tab. Individual checkboxes are only offered when you have more than one record type available for a tab.

42

Personal Setup

Scheduling Opportunity Update Reminders

If your organization uses person accounts, note that checking the Account box on this page causes one default record type selection for all types of accounts. It is not possible to set separate default record type selections for business accounts and person accounts. If you work with both types of accounts, leave the box blank.

See Also:
Managing Record Types Assigning Record Types to Profiles

Scheduling Opportunity Update Reminders
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Once opportunity update reminders are enabled for your organization, any user who has direct reports can schedule them. To schedule an opportunity update reminder: 1. 2. 3. 4. 5. Click Your Name ➤ Setup ➤ Email ➤ My Update Reminder. Check Active if you want reminders to start after you save the settings. Enter a name and address for the sender of the reminders. Choose a recipients option. Enter any other recipients in the CC field. Separate additional email addresses with a commas, semi-colons, spaces, or new lines. 6. Enter a subject and message to be included in the email reminders. 7. Select a schedule frequency. 8. Select Include Past Due Opportunities if you want to include all opportunities that are open but have a close date within the previous 90 days. 9. Choose a Close Date to include opportunities with dates within that range. 10. Select the fields to include in the email reminders. Field
Last Login Date # of Open Opportunities # Not Updated in Last 30 Days

Description Most recent login date of the opportunity owner Total number of opportunities in the report Total number of opportunities that have not been updated in 30 days Total of all opportunity amounts in report Total closed amount for all opportunities in report. If your organization uses multiple currencies, this amount is converted to the user's currency. If your organization uses advanced currency management, the conversion is done using dated exchange rates.

Open Opportunity Amount Total Closed Amount

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Personal Setup

Checking for Desktop Client Updates

Field
Last Update Date

Description Most recent date the opportunity owner submitted a forecast. If your organization uses multiple currencies, this amount is converted to the user's currency. If your organization uses advanced currency management, the conversion is done using dated exchange rates.

Forecast Amount

From the forecast. See Forecast Fields on page 1890. If your organization uses multiple currencies, this amount will be converted to the user's currency using the standard conversion rate. This field is not available to organizations using customizable forecasting. For more information, see Do I Have Customizable Forecasting? on page 1893.

Best Case Amount

From the forecast. See Forecast Fields on page 1890. If your organization uses multiple currencies, this amount will be converted to the user's currency using the standard conversion rate. This field is not available to organizations using customizable forecasting. For more information, see Do I Have Customizable Forecasting? on page 1893.

11. Click Save. When there are no records in an opportunity update reminder, Salesforce.com does not send an email. If no email is sent for three consecutive opportunity update reminders, the scheduled reminder is deactivated.

See Also:
Enabling Opportunity Update Reminders

Checking for Desktop Client Updates
Available in: All Editions

Desktop clients such as Connect for Outlook and Connect Offline integrate Salesforce.com with your PC. Follow these steps to see which desktop client versions are installed on your computer and download available updates: 1. Navigate to Your Name ➤ Setup ➤ Desktop Integration ➤ Check for Updates. 2. From the table, review the names and version numbers of available desktop clients.

44

Personal Setup

Customizing Activity Reminders

3. If you are using Internet Explorer, click the correct desktop client and then click Install Now to install a client. 4. If you are using another browser such as Mozilla Firefox, click Download Now to save the installer file to your computer. Then double-click the saved file to run the installer program. Your administrator controls which desktop clients you are allowed to install. See Setting User Permissions for Desktop Clients on page 523. Note that Connect Offline is the only client available with Developer Edition.

See Also:
Force.com Connect for Microsoft Outlook Overview Force.com Connect Offline Overview Force.com Connect for Microsoft Office® Overview Force.com Connect for Lotus Notes Overview Viewing Client Update Alerts

Customizing Activity Reminders
Available in: All Editions

When reminders are enabled for your organization, the default reminder settings are configured to open the reminder window and play a sound fifteen minutes before an event's start time, or at 8:00 am the day a task is due. Click Your Name ➤ Setup ➤ My Personal Information ➤ Reminders to customize the following reminder settings to meet your needs. Setting
Trigger alert when reminder comes due

Description If enabled, open the reminder window when a reminder is due. If enabled, play a reminder sound when a reminder is due. If enabled, set a reminder on all new events. From the drop-down list, select how long before the event you want to be reminded of the upcoming event. You can disable the reminder or change the reminder time when editing the event. If enabled, set a reminder on all new tasks. From the drop-down list, select what time, on the day the task is due, you want to be reminded of the task. All tasks, including those created by workflow, will use this default. You can disable the reminder or change the reminder time when editing a task.

Play a reminder sound By default, set reminder on Events to:

By default, set reminder on Tasks to:

To test your settings, click Preview Reminder Alert.

45

Home Tab

Home Tab Overview

Note: If the preview popup does not display, ensure that you aren't blocking popups. For more information, see Why can't I view Salesforce.com popup windows such as lookup dialogs and the Help & Training window? on page 2765.

See Also:
Setting Reminders on Activities Editing Tasks Editing Events Using the Activity Reminder Window

HOME TAB
Home Tab Overview
The available tabs and options in the Create New drop-down list vary according to which permissions you have and which Salesforce.com Edition you are using.

From the Home tab, you can view your calendar and tasks, and select tab and sidebar options to access other information. You can also search for information and view messages and custom links provided by your administrator. The tabs at the top of the page let you access different types of information. Tabs can be organized into groups called apps, which make it easy to switch between sets of tabs that relate to one another. In addition to the standard apps, such as Sales and Call Center, your administrator can create custom apps to define the tabs that you see. You can switch between apps by choosing from the Force.com app menu at the top of the page. An alert banner may appear on the Home tab to let you know when updates are available for desktop clients such as Connect for Outlook and Connect Offline. For more information, see Viewing Client Update Alerts on page 53.

See Also:
Troubleshooting Login Issues Using Your Calendar and Tasks on the Home Page Search Overview Recycle Bin About the Sidebar Custom Links Messages and Alerts Recent Items What is an App?

46

Home Tab

Changing Your Home Tab Dashboard

Changing Your Home Tab Dashboard
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Your administrator can create customized Home tab pages that display customized components such as a dashboard snapshot or your company logo. If your Home tab contains a dashboard snapshot, you can change the dashboard settings. Click Customize Page in the Dashboard section of the Home tab if yours contains a dashboard. Use this page to select a different dashboard to display on the Home tab. Click Refresh to refresh the data in your dashboard. See Refreshing Dashboard Data on page 2334 for more information.

See Also:
Customizing Your Display

Using Your Calendar and Tasks on the Home Page
Available in: All Editions

Note: The My Tasks and Calendar sections display on the Home tab if they are included as components on your home page layout. For more information, see Customizing Home Tab Page Layouts on page 1128. From the Home tab, you can view, create, and edit events and tasks. If you have Connect for Outlook or Connect for Lotus Notes installed, you can sync your Outlook or Lotus Notes tasks and events with Salesforce.com so they display in the My Tasks and Calendar sections on the Home page. You can also sync events using Salesforce for Outlook.

Using the My Tasks Section
In the My Tasks section on the Home tab, you can: • • Click New to create a task. View a list of tasks assigned to you. Up to fifteen tasks can be displayed; to view all your tasks, click View More. The recurrence icon ( ) identifies tasks that are part of a recurring series. • • • Choose a time frame from the drop-down list to change which tasks display. If your organization has enabled hover links for the My Tasks list, hover your mouse over the subject of a task to see the details of the task in an overlay. Alternatively, click the subject of a task to open the detail page of that task. Click X to close a task.

Using the Calendar Section
In the Calendar section on the Home tab, you can: • • Click New Event to create a new event. Click the Scheduled Meetings subtab to view a list of the events you have scheduled for the next seven days. This tab displays a maximum of 50 events per day.

47

Home Tab

Recycle Bin

-

The recurrence icon ( ) identifies events that are part of a recurring series. The multi-person event icon ( ) identifies events with invitees. Multi-person events aren't available in Personal Edition. If your organization has enabled home page hover links for events, hover your mouse over the subject of an event to display the details of the event in an interactive overlay. Alternatively, click the subject of an event to open the detail page of that event.

Click the Requested Meetings subtab to view meetings you have requested but not confirmed. This tab displays a maximum of 100 requested meetings. Click the subject of the meeting to open its detail page where you can cancel and reschedule the meeting. The Status column shows the number of invitees that have responded to your meeting request. Once you confirm a meeting, it appears on the Scheduled Meetings subtab.

If the Requested Meetings subtab doesn't display, ask your Salesforce.com administrator to add it to the Calendar section. See Customizing Activity Settings on page 1152. • • View a small calendar of the current month. To change which month displays, click the Previous Month ( ) and Next Month ( ) icons as appropriate. Navigate to different views of your calendar: Click the icons underneath the small monthly calendar as appropriate. For more information, see Viewing Your Calendar on page 115.

See Also:
Viewing Activities Requesting a Meeting With Contacts, Leads, and Person Accounts Setting Up the Request a Meeting Feature

Recycle Bin
Available in: All Editions

User Permissions Needed To view and recover your deleted records: To view and recover records deleted by other users: To recover deleted public tags: To purge the Recycle Bin: “Read” on the records in the Recycle Bin “Modify All Data” “Tag Manager” “Modify All Data”

The Recycle Bin link in the sidebar lets you view and restore recently deleted records for 30 days before they are permanently deleted. Your recycle bin record limit is 250 times the Megabytes (MBs) in your storage. For example, if your organization has 1 GB of storage then your limit is 250 times 1000 MB or 250,000 records. If your organization reaches its Recycle Bin limit, Salesforce.com automatically removes the oldest records if they have been in the Recycle Bin for at least two hours.

48

Home Tab

Recycle Bin

Viewing Items in the Recycle Bin
Choose My recycle bin from the drop-down list to view just the items you deleted. Administrators, and users with the “Modify All Data” permission, can choose All recycle bin to view all data that has been deleted for the entire organization. In Personal Edition, the All recycle bin option shows all of your deleted items.

Searching for Items in the Recycle Bin
1. Choose My recycle bin or All recycle bin from the drop-down list. Choosing My recycle bin searches for matches only in the items you deleted. 2. Enter your search terms. Search terms are treated as separate words with an implied AND between them. For example, searching for bob jones returns items with bob and jones together but not bob smith whose email address is bsmith@jones.com. An implied wildcard is appended to your search terms so searching for bob returns any bob or bobby. Searches look for matches in the field displayed in the Name column of the Recycle Bin such as lead Name, Case Number, Contract Number, or Product Name. Note: Some search features, including stemming and synonyms, are not available in the Recycle Bin search.

3. Click Search.

Restoring Items in the Recycle Bin
You can restore items by checking the box next to those items and clicking Undelete. To restore all deleted items, check the box in the column header and then click Undelete. When you undelete a record, Salesforce.com restores the record associations for the following types of relationships: • • • • • • • • • • Parent accounts (as specified in the Parent Account field on an account) Parent cases (as specified in the Parent Case field on a case) Master solutions for translated solutions (as specified in the Master Solution field on a solution) Managers of contacts (as specified in the Reports To field on a contact) Products related to assets (as specified in the Product field on an asset) Opportunities related to quotes (as specified in the Opportunity field on a quote) All custom lookup relationships Relationship group members on accounts and relationship groups, with some exceptions Tags An article's categories, publication state, and assignments Note: Salesforce.com only restores lookup relationships that have not been replaced. For example, if an asset is related to a different product prior to the original product record being undeleted, that asset-product relationship is not restored.

Purging the Recycle Bin
To permanently remove your deleted items prior to the 30 day period, administrators, and users with the “Modify All Data” permission, can click Empty your recycle bin or Empty your organization’s recycle bin .

See Also:
Removing Members from Relationship Group Members Managing Articles

49

Home Tab

Creating Records Using the Create New Drop-Down List

Creating Records Using the Create New Drop-Down List
The available options in the Create New drop-down list vary according to which permissions you have, which Salesforce.com Edition you are using, and which app you are using.

The Create New drop-down list, available in the sidebar, provides options to create new records. To create a new record using the drop-down list: 1. Select the type of record you want to create. The new record page immediately displays in the appropriate tab. 2. Fill in the fields. 3. Click Save.

Using the Tags Sidebar Component
The Tags link and Recent Tags drop-down list, available in the sidebar, allow you to browse tags and access your most recently used tags, respectively. • • Click Tags to browse, search, and manage your entire tag collection. Select a tag in the Recent Tags drop-down list to view all records that have been marked with that tag. The tags that appear in this list are those you have most recently used to tag records.

See Also:
About Tagging Browsing, Searching, and Managing Tags Enabling Tags

About the Sidebar
Available in: All Editions

The sidebar column that appears on the left side of most Salesforce.com pages provides convenient access to the following links and commands. • Search Use the header search box, if you don't have Sidebar Search. • • • • • The Google Talk gadget The Tags link and Recent Tags drop-down list The Divisions drop-down list The Create New drop-down list A Calendar shortcut to your last used calendar view

50

Home Tab

Messages and Alerts

• • • •

The Recent Items list Messages and Alerts Custom Links A shortcut to the Recycle Bin

The options in your sidebar may vary if your administrator has customized your home page layout. For more information, see Customizing Home Tab Page Layouts on page 1128. If your administrator has enabled the collapsible sidebar, you have the choice to show or hide the sidebar as needed. Click the edge of the sidebar or press ALT+S to open or close the sidebar as needed. Opening the sidebar using ALT+S automatically places your cursor in the Search box. Note: Call center users won't see incoming calls if they collapse the sidebar.

Tip: If your organization uses divisions, we recommend that you keep the sidebar pinned and visible at all times so you always have access to the Divisions drop-down list.

See Also:
Customizing Activity Settings

Messages and Alerts
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

The Messages and Alerts section of the Home tab sidebar displays announcements customized by your organization's administrator. The Messages and Alerts section is not available in Personal Edition.

See Also:
Customizing Home Tab Page Layouts About the Sidebar

Custom Links
Available in: All Editions

This section appears on the Home tab depending on your customized home page layout. See Customizing Home Tab Page Layouts on page 1128.

51

Home Tab

Recent Items

The Custom Links section of the Home tab contains links to websites or Salesforce.com pages that are useful for everyone in your organization. Your administrator sets which links display in this section.

See Also:
Customizing Home Tab Page Layouts About the Sidebar

Recent Items
Available in: All Editions

In the Recent Items section of the sidebar column, you see a short list of up to 10 specific accounts, campaigns, cases, contacts, contracts, documents, ideas, questions, leads, opportunities, quotes, orders, person accounts, solutions, users, or custom objects you’ve most recently added or viewed. To see the details of an item, click the name of the item. Tip: If your organization has enabled hover details, hover your mouse over any item in the Recent Items list to view key information about the record before clicking into that record's detail or edit page. Note: Your Recent Items may show fewer than 10 items if you have recently deleted any of your recently viewed items. Likewise, the Recent lists on the tab home pages (for example, the Recent Leads list) may show fewer than 10 or 25 items if you have recently deleted items.

See Also:
About the Sidebar

Changing Your Working Division
Available in: Professional, Enterprise, and Unlimited Editions

User Permissions Needed To change your working division: To limit list views, searches, and reports by division: “Affected by Divisions” “Affected by Divisions”

If your administrator has enabled divisions, your organization’s data will be segmented into different sections, making searches, reports, and list views more meaningful for you. For example, if you work in the North American division, you can create reports to show only records belonging to the European division. You can change the division in which you are working at any time. The data you see in search results includes records in your working division.

52

Home Tab

Viewing Client Update Alerts

• • •

To set your working division, simply select a division from the Divisions drop-down list in the sidebar. To search within multiple divisions at the same time, use Advanced Search, Global Search, or select --All-- from the Divisions drop-down list. To search within a division in a lookup dialog, select a division from the drop-down list in the lookup dialog window. Your results include records in the selected division. Note: All searches within a working division also include the global division. For example, if you search within a working division called Western Division, your results will include records found in both the Western Division and the global division.

To report on records in a specific division, select a division from the Divisions drop-down list on the report. Select --Current-- to show records in your current working division. Reports that are already scoped (such as My Cases or My team’s accounts) include records in all divisions, and you cannot further limit them to a specific division.

To find records in a specific division in a list view, use the Divisions drop-down list when creating or editing the list view. Note: When you create new records, those records are not automatically assigned to your current working division. See Overview of Divisions on page 459 for more information.

See Also:
About Divisions Transferring Divisions Changing Your Default Division About the Sidebar

Viewing Client Update Alerts
Available in: Enterprise, Unlimited and Developer Editions

User Permissions Needed To view client update alerts: “On, updates w/alerts” OR “On, must update w/alerts” on your profile

Under the following conditions, an alert banner automatically appears across the Home tab when new versions of clients such as Connect for Outlook and Connect Offline are available. • • Your administrator has given you access to see the Home tab alerts. See Setting User Permissions for Desktop Clients on page 523. In the past, you have successfully logged in from the client with your Salesforce.com username and password.

53

Accounts

Accounts Overview

Click the alert banner to proceed to the Check for Updates page. Note the following: • • • You can navigate to the Check for Updates page at any time to see which client versions are installed on your computer. After installing the update, the alert banner continues to appear across the Home tab until you log in through the newly updated client. Connect Offline is the only client available with Developer Edition.

See Also:
Setting User Permissions for Desktop Clients Force.com Connect for Microsoft Outlook Overview Force.com Connect Offline Overview Force.com Connect for Microsoft Office® Overview Force.com Connect for Lotus Notes Overview

ACCOUNTS
Accounts Overview
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

Accounts are your organization's customers, competitors, and partners. Each account stores information such as name, address, and phone numbers. For each account, you can store related information such as opportunities, activities, cases, partners, contracts, and notes. The Accounts tab displays a home page that lets you quickly create and locate all types of accounts. You can also sort and filter your accounts using standard and custom list views. In addition, this tab lets you view and edit detailed information on each account to which you have access. If your organization has been enabled with person accounts, you have two different kinds of accounts: business accounts and person accounts. Business accounts represent the other companies with which your organization does business. For business accounts, the individuals who work at those companies are represented by contacts. Person accounts represent the individual consumers with whom your company does business, such as a financial services client, an online shopper, or a vacation traveler. Depending on your organization's business model, you may use business accounts, person accounts, or both. If your organization has been enabled with PRM, you can create partner accounts. Partner accounts are business accounts that a channel manager uses to manage partner organizations, partner users, and activities.

54

Accounts

What is a Person Account?

Note: In the online help and other Salesforce.com documentation, the word “account” by itself always refers to both business accounts and person accounts. The terms “business account” and “person account” are used when there are differences between the two kinds of accounts.

See Also:
Accounts Home What is a Person Account? Partner Portal Overview

What is a Person Account?
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

Note: Person accounts are not enabled by default in Salesforce.com. To quickly verify whether your organization uses person accounts, see if you have an option to select Person Account as the record type when you create a new account. To request person accounts, check with your administrator or contact salesforce.com on page 2764. A person account is an individual consumer with whom you do business, such as a financial services client, an online shopper, or a vacation traveler. Person accounts are applicable to organizations that operate on a business-to-consumer model as opposed to a business-to-business model. In a business-to-business model, there is a natural differentiation between the other businesses with whom you work and the people associated with those businesses. In Salesforce.com, that translates to accounts and contacts having different fields, features, and tabs. In a business-to-consumer model, because you are providing products or services to people rather than companies or organizations, the distinction between accounts and contacts does not exist. Consequently, person accounts in Salesforce.com have a combination of fields from both accounts and contacts, and can be used as contacts in most situations that involve contacts. For example, business accounts do not have standard fields for email address and job title, but person accounts do. Also, person accounts can be associated with campaigns just like contacts, but business accounts cannot. For details on the contact-specific functionality that applies to person accounts, see Person Account Behaviors on page 56. The ability for person accounts to act like contacts is made possible by applying an account record type which has special properties. The default name of this record type is “Person Account.” Your administrator may have changed the name of this record type, and also may have created more account record types that have the same special properties. For more information on record types, see Managing Record Types on page 1097 and Changing the Record Type Field on page 92.

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Accounts

Person Account Behaviors

Note: In the online help and other Salesforce.com documentation, the word “account” by itself always refers to both business accounts and person accounts. The terms “business account” and “person account” are used when there are differences between the two kinds of accounts.

See Also:
Person Account Behaviors Accounts Overview Contacts Overview Tip sheet: Using Person Accounts Implementation guide: Implementing Person Accounts Disabling and Deactivating Portal Users

Person Account Behaviors
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

Note: Person accounts are not enabled by default in Salesforce.com. To request person accounts, contact salesforce.com.

Person accounts are accounts that can also be used as contacts in many situations. The following table summarizes the key areas in which person accounts differ from business accounts or have unique considerations: Salesforce.com Functionality Account Merge Account Quick Create Person Account Behavior Person accounts can only be merged with other person accounts. See Merging Duplicate Accounts on page 84. On the accounts home page, the fields in the Quick Create area are based on whether the default account record type set on your profile is a person account record type or a business account record type. Person accounts are accounts that support contact fields and capabilities. Person accounts can be associated with activities using either the Name or Related To fields. As with contacts, person accounts can be invited to events and requested meetings. For users to request a meeting with a person account, the Email field must be added to the Person Accounts page layout.

Accounts Activities

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Accounts

Person Account Behaviors

Salesforce.com Functionality Campaigns Cases Contact Roles Contacts

Person Account Behavior As with contacts, person accounts can be added to campaigns and have a Campaign History related list. On cases, person accounts can be entered in the Account Name field, the Contact Name field, or both. As with contacts, you can add person accounts to the Contact Roles related list on cases, contracts, and opportunities. In most situations, you can use person accounts as if they were contacts. You can include them in all contact list views except the on the contacts home page. Unlike business accounts, person accounts do not have a Contacts related list. However, you can use the Partners related list to track relationships between different person accounts.

Custom Objects Customer Portal

Custom objects with relationships to either accounts or contacts can be added as related lists on person accounts. As with contacts, person accounts can be enabled as users for your Customer Portals. Note that Customer Portals are only available for Enterprise and Unlimited Editions. Person accounts are currently supported in Connect Offline, Salesforce for Outlook, and Connect for Outlook version 3.2 and later; see Can I sync person accounts using Salesforce for Outlook? on page 2812 and Working with Person Accounts in Connect for Outlook on page 2065. They are not currently supported in Connect for Lotus Notes. As with contacts, you can send individual emails and mass emails to person accounts. Account fields for person accounts can be tracked using the account field history settings, but contact fields for person accounts are configured on the contact field history settings page. See Tracking Field History on page 928. A predetermined combination of standard account and contact fields is available on person account page layouts. In addition, all custom account and contact fields are available. See “Person Account Fields” in the Salesforce.com online help. Note that some business account fields are not supported for person accounts, such as Parent Account and View Hierarchy. Also, the Reports To field on contacts is not supported for person accounts. You can rename person account field labels so alternate terms display in Salesforce.com.

Desktop Integration

Email Field History

Fields

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Person Account Behaviors

Salesforce.com Functionality Icons

Person Account Behavior Person accounts have a person icon ( ), while business accounts have a folder icon ( ). The person account icon can be added to search results, list views, and lookup dialogs using the criteria “Is Person Account equals True.”

Import Wizards

Person accounts have unique import wizards at Your Name ➤ Setup ➤ Import ➤ Import My Person Accounts and Your Name ➤ Setup ➤ Data Management ➤ Import Person Accounts. See What Is Imported for Person Accounts? on page 690. Leads with a blank Company field are converted to person accounts. The default person account record type for your profile is applied to the new person account. Note that you can only create leads with a blank Company field using the Force.com API. Leads with a value in the Company field are converted to business accounts. The default business account record type for your profile is applied to the new business account. See Converting Leads on page 2201 and Assigning Record Types to Profiles on page 522. Person accounts appear in both account and contact list views. Add the Is Person Account icon to list views to visually differentiate person accounts from other records, and to include or exclude person accounts in a list. Mobile configurations that include the account object automatically deliver person accounts and business accounts to users' mobile devices. Person accounts can be excluded from the configuration's data set using the criteria “Is Person Account equals False.” To mobilize only person accounts, use the criteria “Is Person Account equals True.” If a mobile configuration includes accounts but not contacts, users assigned to that configuration will see a Contacts tab in the mobile client application, and the tab will contain person accounts.

Leads

List Views

Mobile Configurations

Page Layouts

Person accounts have unique page layouts that can have account fields, contact fields, account custom links, account related lists, and contact related lists. Person accounts page layouts do not support the Reports To and Parent Account fields. You cannot add a contact formula field that references the account object to person accounts page layouts. You can use the Partners related list to relate person accounts to each other. We recommend that you rename the Partners related list to “Related Accounts,” “Relationships,” or a similar term that reflects how your person accounts are connected.

Partners

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Person Account Behaviors

Salesforce.com Functionality Record Types

Person Account Behavior Administrators can configure multiple record types for person accounts. A person account can only be changed to another person account record type. Administrators can customize the names of tabs and fields related to person accounts, such as: • The Accounts tab name, the business account field label, and the person account field label. • The Contacts tab name and the business contact field label. See Renaming Tab and Field Labels on page 882.

Renamed Tabs and Standard Fields

Search

Person accounts only appear in account search results. Administrators can add the Is Person Account icon to account search layouts in order to differentiate person accounts from business accounts. As with contacts, person accounts can be enabled as users for your Self-Service portal. Contact sharing is not available if you have enabled person accounts. The organization-wide default for contacts is set to Controlled by Parent and is not editable. If your organization has customized your contact sharing settings and you want to enable person accounts, change your organization-wide default for contacts to Controlled by Parent, which removes all your contact sharing rules and manually shared contacts.

Self-Service Portal Sharing Settings

Stay-in-Touch Requests Storage

As with contacts, you can send individual and mass Stay-in-Touch requests to person accounts. Person accounts count against both account and contact storage because the API considers each person account to consist of one account as well as one contact. Creating or editing a person account triggers account workflow rules. See Managing Workflow and Approvals on page 1512.

Workflow Rules

See Also:
What is a Person Account? Tip sheet: Tips & Hints for Person Accounts Administrator setup guide: Implementing Person Accounts Disabling and Deactivating Portal Users

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Accounts

Accounts Home

Accounts Home
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view the Accounts tab: To view accounts: To create business accounts: To create person accounts: “Read” on accounts “Read” on accounts “Create” on accounts “Create” on accounts and contacts

Clicking on the Accounts tab displays the accounts home page. • • To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. In the Recent Accounts section, select an item from the drop-down list to display a brief list of the top accounts matching that criteria. From the list, you can click any account name to go directly to the account detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the “Accounts Tab” search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The Recent Accounts choices are: Recent Accounts Choice Recently Viewed Description The last ten or twenty-five accounts you viewed, with the most recently viewed account listed first. This list is derived from your recent items and includes records owned by you and other users. The last ten or twenty-five accounts you created, with the most recently created account listed first. This list only includes records owned by you. The last ten or twenty-five accounts you updated, with the most recently updated account listed first. This list only includes records owned by you.

Recently Created

Recently Modified

If Quick Create has been enabled by your administrator, you can add a new account from the Quick Create area in the sidebar on the accounts home page. Fill in the fields to add a new account. If your organization uses person accounts and your default record type for the Accounts tab is a person account record type, then the Quick Create fields include First Name and Last Name instead of Account Name. Alternatively, click New next to the Recent Accounts section to create a new account.

Under Reports, click any report name to jump to that report.

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Accounts

Viewing Account Lists

• •

Select any of the links under Tools to access utilities for managing your accounts. If accounts are shared with external contacts via Salesforce to Salesforce, choose one of the list views under Accounts from Connections to view accounts that your business partners have shared with you. Note: If your organization has Salesforce for Wealth Management, accounts are called clients.

See Also:
Accounts Overview What is a Person Account? Using Accounts Creating Accounts Merging Duplicate Accounts Deleting Accounts Creating Custom List Views

Viewing Account Lists
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view account lists: To create business accounts: To create person accounts: “Read” on accounts “Create” on accounts “Create” on accounts and contacts

Note: If your administrator has enabled enhanced lists, you can use additional tools to customize, navigate, manage, and edit list data. The accounts list page displays a list of accounts in your current view. From this page, you can view detailed account information and access other related information. • • • • • Click an account name to view the account detail. Click Edit or Del next to an account name to edit or delete the account. See Using Accounts on page 63. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Printable View ( ) to display the current list view in a format that is ready for printing. Click New Account or select Account from the Create New drop-down list in the sidebar to create an account. These options display only if you have the “Create” permission on accounts. See Creating Accounts on page 68.

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Accounts

Viewing Account Lists

Click any column heading to sort the accounts in ascending order using that column’s information. Click a column heading a second time to sort in descending order. If your organization uses person accounts and your current list view includes the field Is Person Account, the column heading for this field is the person account icon ( ). Click the person account icon in the header to sort person accounts at either the top or bottom of the list.

• • • •

At the top of the list, click a letter to display the contents of the sorted column that begin with that character. Click the Next Page (or Previous Page) link to go to the next or previous set of accounts. At the bottom of the account list, select fewer or more to view a shorter or longer display list. Click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of drag-and-drop scheduling. Note: If your organization has Salesforce for Wealth Management, accounts are called clients.

See Also:
Accounts Home What is a Person Account? Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists

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Accounts

Using Accounts

Using Accounts
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To change business accounts: To change person accounts: To enable partner accounts: To disable partner accounts: “Read” on accounts “Edit” on accounts “Edit” on accounts and contacts “Manage Partners” “Edit” on accounts AND “Manage Partners” To disable Customer Portal accounts: “Edit” on accounts AND “Edit Self-Service Users”

An account is an organization, company, or consumer that you want to track—for example, a customer, partner, or competitor. • • • • • View and edit account details Find account-related information (for example, contacts) View account updates and comments (Chatter) Give Customer Portal users access to an account Enable an account as a partner account

See Also:
Account Fields Viewing Parent Accounts Creating Accounts Deleting Accounts Searching for Accounts Changing the Record Type Field Adding Translated Names Changing the Territories of an Account Account History

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Accounts

Displaying and Editing Account Details

Displaying and Editing Account Details
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To change business accounts: To change person accounts: To enable partner accounts: To disable partner accounts: “Read” on accounts “Edit” on accounts “Edit” on accounts and contacts “Manage Partners” “Edit” on accounts AND “Manage Partners” To disable Customer Portal accounts: “Edit” on accounts AND “Edit Self-Service Users”

Once you have located an account on the Accounts home or list pages, click the account name to display detailed information. • • • • • • Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your salesforce.com administrator. To display the page in edit mode, click Edit, make your changes, and click Save. To save the current account and create another one, click Save & New. To open a printable display of the record details, in the top-right corner of the page, click Printable View. To enable an account as a partner account, click Work with Portal and choose Enable As Partner. Available only if your company enabled a partner portal. To enable person accounts as Customer Portal users, click Work with Portal and choose Enable Customer Portal User. Available only if your company has person accounts and a Customer Portal. Note: As the owner of an account, you can normally view all data related to that account. However, your administrator can set an option on your role that determines whether you can view opportunities that you do not own that are associated with your accounts. Also, if your accounts are assigned to territories, your administrator can set options that determine whether users in that territory can view, edit, transfer, or delete your accounts.

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Accounts

Find Account-Related Information (Related Lists)

Find Account-Related Information (Related Lists)
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To change business accounts: To change person accounts: To enable partner accounts: To disable partner accounts: “Read” on accounts “Edit” on accounts “Edit” on accounts and contacts “Manage Partners” “Edit” on accounts AND “Manage Partners” To disable Customer Portal accounts: “Edit” on accounts AND “Edit Self-Service Users”

Related lists, such as opportunities, display information related to an account. • Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce.com administrator. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page. To directly add new items, click New (or the equivalent button) at the top of a related list. For example, to add a task to the Open Activities related list, click New Task To change the number of records shown for related lists, click View More below a related list, or click fewer or more at the bottom of the page. If you are unable to see related records that belong to portal users, ask your Salesforce.com administrator to add you to the portal share groups with access to the portal users' data.

• • • •

Viewing Related Lists
The related lists you see are determined by your: • • • Personal customization Administrator's page layout customizations Permissions to view related data

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Accounts

Viewing Account Updates (Chatter)

The kind of account you are viewing—a business account or a person account — also determines the related lists that can be viewed.

Viewing Account Updates (Chatter)
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the account. Note: If Salesforce Chatter isn't enabled, contact your administrator.

• •

Show or hide Chatter feeds using the Show Chatter and Hide Chatter links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the update, click All Updates.

Following Accounts
When you follow an account, your Chatter feed on the Home tab includes field changes and account feed updates. • • • To follow an account, click Follow. To stop following, click Following . The Followers list shows you who is following the account. To view a full list, click Show All. You automatically follow records you own. To disable this feature, go to Your Name ➤ Setup ➤ My Chatter Settings ➤ My Feeds, select Stop automatically following records, and then click Save.

See Also:
Chatter Overview Using Chatter Feeds

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Accounts

Changing the Territories of an Account

Changing the Territories of an Account
Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To change the territories of an account: “Manage Territories” OR You are a forecast manager, Forecast managers can manage territories is selected, and you are working below your position in the territory hierarchy.

To modify an account's manually assigned territories: 1. From the account detail page, click Change next to the Territories field. 2. At the Rule-based territory assignments list, view the territories that contain the account due to active account assignment rules. You cannot use this page to remove the account from these territories; to do so you must modify the account assignment rules that evaluated the account. For more information, see Managing Account Assignment Rules on page 1984. 3. If the account has existing manual assignments to one or more territories, the names of those territories will appear in the Selected territories list. 4. Click Select and Deselect to move territories between the Available territories list and the Selected territories list. 5. Optionally, click Horizontal View or Vertical View in the drop-down list to place the Selected territories list either alongside or below the Available territories list. 6. When the Selected territories list contains the territories to which the account should be manually assigned, click Save to finish and return to the account detail page.

See Also:
Using Accounts Territory Management Overview Manually Assigning Accounts to Territories

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Accounts

Account History

Account History
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: “Read” on accounts

The Account History related list of an account detail page tracks the changes to the account. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the account, a new entry is added to the Account History related list. For person accounts, this includes any relevant contact fields that are set to be tracked. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the account are not tracked in the account history. For information about setting up which fields are tracked, see Tracking Field History on page 928.

Creating Accounts
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To create business accounts: To create person accounts “Read” on accounts “Create” on accounts “Create” on accounts and contacts

To create a new account, select Account from the Create New drop-down list in the sidebar, or click New next to Recent Accounts on the accounts home page. If your organization has enabled person accounts, you must first specify whether the record type is a business account or person account. Next, enter the information for the account. Click Save when you are finished, or click Save & New to save the current account and add another. To specify that a business account is a subsidiary of another business account, fill in the Parent Account field. You can then view a hierarchy of account relationships. The Parent Account field is not available for person accounts. Use the Account Site field to designate different locations of the same company. For example, Acme.com may have offices in Paris and London. Create two accounts, both called Acme.com, but with Account Site values of Paris and London, respectively. If Quick Create has been enabled by your administrator, you can add a new account from the Quick Create area in the sidebar on the accounts home page. Fill in the fields to add a new account. If your organization uses person accounts and your default record type for the Accounts tab is a person account record type, then the Quick Create fields include First Name and Last Name instead of Account Name.

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Accounts

Account Fields

Enterprise, Unlimited, and Developer Edition organizations can activate record types and ask you to choose a Record Type when creating an account. This determines the picklist values available when creating and editing a record. If your organization uses divisions, the division of a new account is automatically set to your default division, unless you manually select a different one. If your organization uses territory management, account assignment rules can automatically assign newly created accounts to territories. See Territory Management Overview on page 1968.

See Also:
Account Fields Sharing Accounts Viewing Parent Accounts Accounts Home What is a Person Account?

Account Fields
Business Account Fields
The available fields vary according to which Salesforce.com Edition you have.

A business account has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Note: Administrators can customize the display labels of standard fields.

Field
Account Currency

Description The default currency for all currency amount fields in the account. Amounts display in the account currency and are also converted to the user’s personal currency. Available only for organizations that use multiple currencies. Division to which the account belongs. Records related to the account, such as contacts and opportunities, automatically inherit the account’s division. Available only in organizations that use divisions to segment their data. Name of company. Up to 255 characters are allowed in this field. The name of the account translated into the local language.

Account Division

Account Name

Account Name (Local)

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Accounts

Account Fields

Field
Account Number

Description Tracking or reference number for account. Up to 40 characters are allowed in this field. Assigned owner of account. Not available in Personal Edition. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Editions. Name of the account’s location, for example, Headquarters or London. Up to 80 characters are allowed in this field. Amount of annual reported revenue. Street address used for billing. Up to 255 characters are allowed in this field. City portion of billing address. Up to 40 characters are allowed in this field. State or province portion of billing address. Up to 20 characters are allowed in this field. Zip or postal code portion of billing address. Up to 20 characters are allowed in this field. Country portion of billing address. Up to 40 characters are allowed in this field. User who created the account, including creation date and time. (Read only) Description of account. Up to 32 KB of data are allowed in this field. Only the first 255 characters display in reports. Number of people employed by the account. When checked, shields the account from being evaluated when account assignment rules are run, preventing it from being automatically assigned to territories. Also, if the account is already assigned to territories as a result of assignment rules, checking this box removes the account from those territories. This checkbox only affects rule-based account assignments and has no effect on manual account assignments. See Territory Management Overview on page 1968. Fax number. Up to 40 characters are allowed in this field. Primary business of account. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters.

Account Owner Account Record Type

Account Site

Annual Revenue Billing Street

Billing City

Billing State/Province

Billing Zip/Postal Code

Billing Country

Created By

Description

Employees Exclude from territory assignment rules

Fax Industry

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Accounts

Account Fields

Field
Modified By

Description User who last changed the account fields, including modification date and time. This does not track changes made to any of the related list items on the account. (Read only) Ownership of company, for example, public or private. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Parent company for companies that are subsidiaries of a larger company or organization. The parent account must be an existing account in Salesforce.com. You can enter the account name, or select (or optionally, create) the account using the lookup icon. Read-only field that indicates whether an account is a partner account. Primary phone number of account. Up to 40 characters are allowed in this field. Categorization of how you rate this account, for example, Hot, Cold. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. When checked, causes account assignment rules to run when the account is edited and saved. When customizing the page layout for accounts, an administrator can control whether this checkbox displays and whether it is checked by default. See Territory Management Overview on page 1968. Primary mailing or shipping street address of account. Up to 255 characters are allowed in this field. City portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. State or province portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Zip or postal code portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Country portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. Standard Industrial Classification code of the account’s main business categorization, for example, 57340 for Electronics. Up to 10 characters are allowed in this field. The territories to which the account has been assigned. See Territory Management Overview on page 1968.

Ownership

Parent Account

Partner Account

Phone

Rating

Run territory assignment rules on save

Shipping Street

Shipping City

Shipping State/Province

Shipping Zip/Postal Code

Shipping Country

SIC Code

Territories

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Account Fields

Field
Ticker Symbol

Description Listing of company’s exchange and stock symbol, for example, NASDAQ: ACME. Up to 20 characters are allowed in this field. Type of account, for example, Customer, Competitor, or Partner. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Listing of custom links for accounts as set up by your administrator. URL of account’s website, for example, www.acme.com. Up to 255 characters are allowed in this field; only the first 50 are displayed.

Type

Custom Links

Website

Person Account Fields
Person accounts available in: Enterprise, Unlimited, and Developer Editions The available fields vary according to which Salesforce.com Edition you have.

A person account has the following standard fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Fields with an “X” in the Is Contact Field column are contact fields that are supported for person accounts but not business accounts. Note that this list does not include any custom fields that your administrator may have created. Both account and contact custom fields are available for person accounts. Field
Account Currency

Description The default currency for all currency amount fields in the account. Amounts display in the account currency and are also converted to the user’s personal currency. Available only for organizations that use multiple currencies. Division to which the account belongs. Records related to the account, such as contacts and opportunities, automatically inherit the account’s division. Available only in organizations that use divisions to segment their data.

Is Contact Field

Account Division

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Account Fields

Field
Account Name

Description The name of the individual. In person accounts, the account name cannot be edited directly. Instead, Salesforce.com derives it by combining the First Name and Last Name fields in the appropriate order per the user's language setting. The name of the account translated into the local language. Tracking or reference number for account. Up to 40 characters are allowed in this field. Assigned owner of account. Not available in Personal Edition. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Editions. Name of the account’s location, for example, Headquarters or London. Up to 80 characters are allowed in this field. Amount of annual reported revenue. Name of assistant. Up to 40 characters are allowed in this field. Assistant’s phone number. Up to 40 characters are allowed in this field. City portion of billing address. Up to 40 characters are allowed in this field. Country portion of billing address. Up to 40 characters are allowed in this field. State or province portion of billing address. Up to 20 characters are allowed in this field. Street address used for billing. Up to 255 characters are allowed in this field. Zip or postal code portion of billing address. Up to 20 characters are allowed in this field. Birthday. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field.

Is Contact Field

Account Name (Local)

Account Number

Account Owner

Account Record Type

Account Site

Annual Revenue Assistant

X X

Asst. Phone

Billing City

Billing Country

Billing State/Province

Billing Street

Billing Zip/Postal Code

Birthdate

X

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Account Fields

Field
Created By

Description User who created the account, including creation date and time. (Read only) Listing of custom links for accounts as set up by your administrator. Associated business or organizational unit. Up to 80 characters are allowed in this field. Description of account. Up to 32 KB of data are allowed in this field. Only the first 255 characters display in reports. Indicates if the person does not want to be contacted via telephone. Email address. Must be a valid email address in the form: jsmith@acme.com. Up to 80 characters are allowed in this field. The person's email address will not be included in mass emails. Number of people employed by the account. When checked, shields the account from being evaluated when account assignment rules are run, preventing it from being automatically assigned to territories. Also, if the account is already assigned to territories as a result of assignment rules, checking this box removes the account from those territories. This checkbox only affects rule-based account assignments and has no effect on manual account assignments. See Territory Management Overview on page 1968. Fax number. Up to 40 characters are allowed in this field. Indicates if the person has requested not to be included in broadcast faxes. The first or given name of the individual. Up to 40 characters are allowed in this field. Person’s home phone number. Up to 40 characters are allowed in this field.

Is Contact Field

Custom Links

Department

X

Description

Do Not Call

X X

Email

Email Opt Out

X

Employees

Exclude from territory assignment rules

Fax

Fax Opt Out

X X

First Name

Home Phone

X

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Accounts

Account Fields

Field
Industry

Description Primary business of account. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. The surname or family name of the individual. Up to 80 characters are allowed in this field. The date that the most recent Stay-in-Touch request was sent. The date that the most recent Stay-in-Touch request was returned and merged. Record source, for example, Advertisement, Partner, or Web. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. City portion of mailing address. Up to 40 characters are allowed in this field. Country portion of mailing address. Up to 40 characters are allowed in this field. State or province portion of mailing address. Up to 20 characters are allowed in this field. Street mailing address. Up to 255 characters are allowed in this field. Zip or postal code portion of mailing address. Up to 20 characters are allowed in this field. Cellular or mobile phone number. Up to 40 characters are allowed in this field. User who last changed the account fields, including modification date and time. This does not track changes made to any of the related list items on the account. (Read only) City portion of additional address. Up to 40 characters are allowed in this field.

Is Contact Field

Last Name

X

Last Stay-in-Touch Request Date Last Stay-in-Touch Save Date

X X

Lead Source

X

Mailing City

X X X

Mailing Country

Mailing State/Province

Mailing Street

X X

Mailing Zip/Postal Code

Mobile

X

Modified By

Other City

X

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Account Fields

Field
Other Country

Description Country portion of additional address. Up to 40 characters are allowed in this field. Additional phone number listing. Up to 40 characters are allowed in this field. State or province portion of additional address. Up to 20 characters are allowed in this field. Street address portion of additional address. Up to 255 characters are allowed in this field. Zip or postal code portion of additional address. Up to 20 characters are allowed in this field. Ownership of company, for example, public or private. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Primary phone number of account. Up to 40 characters are allowed in this field. Categorization of how you rate this account, for example, Hot, Cold. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters.

Is Contact Field X

Other Phone

X X

Other State/Province

Other Street

X

Other Zip/Postal Code

X

Ownership

Phone

Rating

Run territory assignment rules When checked, causes account on save assignment rules to run when the account

is edited and saved. When customizing the page layout for accounts, an administrator can control whether this checkbox displays and whether it is checked by default. See Territory Management Overview on page 1968.
Salutation

Title for addressing the person, for example, Mr., Ms., Dr., or Prof. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters.

X

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Account Fields

Field
Shipping City

Description City portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. Country portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. State or province portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Primary mailing or shipping street address of account. Up to 255 characters are allowed in this field. Zip or postal code portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Standard Industrial Classification code of the account’s main business categorization, for example, 57340 for Electronics. Up to 10 characters are allowed in this field. The territories to which the account has been assigned. See Territory Management Overview on page 1968. Listing of company’s exchange and stock symbol, for example, NASDAQ: ACME. Up to 20 characters are allowed in this field. Person's position within his or her organization. Up to 80 characters are allowed in this field. Type of account, for example, Customer, Competitor, or Partner. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. URL of account’s website, for example, www.acme.com. Up to 255 characters are allowed in this field; only the first 50 are displayed.

Is Contact Field

Shipping Country

Shipping State/Province

Shipping Street

Shipping Zip/Postal Code

SIC Code

Territories

Ticker Symbol

Title

X

Type

Website

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Accounts

Viewing Parent Accounts

Viewing Parent Accounts
Available in: All Editions

User Permissions Needed To view accounts: To view parent accounts: “Read” on accounts “Read” on accounts

The account hierarchy shows you the accounts that are associated through the Parent Account field, giving you a global view of a company and its subsidiaries. In the hierarchy, accounts are indented to show that they are subsidiaries of the parent account above them. • • To view the account hierarchy, click View Hierarchy next to the account name on the account detail page. The Account Hierarchy page displays up to 500 child accounts. To list an account as a subsidiary, edit the subsidiary account and type the name of an existing account in the Parent Account field. Alternatively, you can click the lookup icon to search for (or optionally, create) a parent account.

The parent account must be an existing account before it can be entered and saved in this field. For companies with multiple office locations, you can also use the Account Site field to distinguish among the locations. If your organization uses divisions, accounts that are associated via the Parent Account field do not need to be in the same division. The Parent Account field and the View Hierarchy link are not supported for person accounts.

See Also:
Using Accounts Creating Accounts What is a Person Account?

Sharing Accounts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Your administrator defines your organization's sharing model as well as your organization's default account access levels for territories. However, you can extend sharing privileges for your own data on an account-by-account basis. You can use account sharing to increase access to your accounts; you cannot restrict access beyond your organization’s default access levels. To view and manage sharing details, click Sharing on the account detail page. The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to the account. On this page, you can do any of the following:

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Accounts

Granting Access to Records

• •

To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Add to grant access to the record for other users, groups, roles, or territories. Note: When you share an account, Salesforce.com prompts you to share any related contacts, opportunities, or cases, up to and including your access level. Enterprise, Unlimited, and Developer Edition users can also share related records from the record detail pages. Ensure users have at least “Read” permission on shared records. Alternatively, you can share account access by creating an account team.

• •

Click Expand List to view all users that have access to the record. For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level. For accounts, you can also edit the “Owner” sharing rule.

See Also:
Granting Access to Records Viewing Which Users Have Access Territory Management Overview Sharing Opportunities Sharing Contacts Sharing Cases Account Teams Overview

Granting Access to Records
Sharing for accounts and contacts is available in: Professional, Enterprise, Unlimited, and Developer Editions Sharing for campaigns, cases, custom object records, leads, and opportunities is available in Enterprise, Unlimited, and Developer Editions

Users can manually grant access to certain types of records. In some cases, granting access includes access to all associated records. For example, if you grant another user access to your account, the user will automatically have access to all the opportunities and cases associated with that account. To grant sharing privileges for a record, you must be the record owner, any user granted Full Access, an administrator, or (provided your sharing settings control access through hierarchies) a user in a role above the owner in the hierarchy. Note: Users that gain access to data due to their position in hierarchies do so based on a setting in your organization-wide defaults. To grant access to a record: 1. Click Sharing on the record you want to share. 2. Click Add. 3. From the drop-down list, select the type of group, user, role, or territory to add. Your choices are:

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Granting Access to Records

Type Public Groups Personal Groups Users Roles Roles and Subordinates

Description All public groups defined by your administrator. All personal groups defined by the record owner. Only the record owner can share with his or her personal groups. All users in your organization. Does not include portal users. All roles defined for your organization. This includes all of the users in that role. This includes all of the users in the role plus all of the users in roles below that role. Only available when no portals are enabled for your organization. All roles defined for your organization. This includes all of the users in the specified role plus all of the users in roles below that role, excluding PRM portal, partner portal, and Customer Portal roles. Adding a role and its subordinate roles, includes all of the users in that role plus all of the users in roles below that role. Only available when a partner or Customer Portal is enabled for your organization. Includes portal roles and users. All territories defined for your organization. This includes all users in that territory. This option is only available if your organization uses territory management. Includes all users in the territory plus the users below that territory. This option is only available if your organization uses territory management.

Roles and Internal Subordinates

Roles, Internal and Portal Subordinates

Territories

Territories and Subordinates

4. Choose the specific groups, users, roles, or territories who should have access by adding their names to the New Sharing list. 5. Choose the access level for the record you are sharing and any associated records that you own. For example, if you are sharing an account, specify the level of access the selected user should have to associated contact, opportunity, and case records you own. The possible access levels are: Access Level Full Access Description User can view, edit, delete, and transfer the record. User can also extend sharing access to other users; however, the user cannot grant Full Access to other users. User can view and edit the record, and add associated records, notes, and attachments to it. User can view the record, and add associated records to it. They cannot edit the record or add notes or attachments.

Read/Write Read Only

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Granting Access to Records

Access Level Private

Description User cannot access the record in any way.

Note: • When sharing an opportunity or case, users must also have at least read access to the associated account (unless you are sharing a case via a case team). If you also have privileges to share the account, users are automatically given read access to the account. If you do not have privileges to share the account, you must ask the account owner to give the users read access to it. Contact Access is not available when the organization-wide default for contacts is set to Controlled by Parent. For sharing rules that specify access for associated object records, the given access level applies only to that sharing rule. For example, if an account sharing rule specifies Private as the access level for associated contacts, a user may still have access to associated contacts via other means, such as organization-wide defaults, the “Modify All Data” or “View All Data” administrative permission, or the “Modify All” or “View All” object permission.

• •

6. When sharing a forecast, select Submit Allowed to enable the user, group, or role to submit the forecast. 7. Select the reason for the share to allow users and administrators to understand the source of the sharing. For more information on sharing reasons, see Creating Apex Sharing Reasons on page 585. 8. Click Save.

Editing or Deleting Record Access
To edit the access levels for a record, click Sharing on the record, and then click Edit next to the group, user, role, or territory whose access you want to modify. To delete the sharing access for a group, user, role, or territory, click Sharing on the record, and then click Del next to the group, user, role, or territory whose access you want to remove.

See Also:
Sharing Accounts Sharing Campaigns Sharing Cases Sharing Contacts Sharing Custom Object Records Sharing Leads Sharing Opportunities Viewing Which Users Have Access Case Teams Overview Controlling Access Using Hierarchies Manually Sharing a Forecast

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Viewing Which Users Have Access

Viewing Which Users Have Access
Available in: Professional, Enterprise, Unlimited, and Developer Editions

After you have granted access to a record you own, you can view a list of users who have access to the record and its related information. You can also view the reason why each user has access. 1. Click Sharing on the desired record. 2. Click Expand List to view a detailed list of every user who has access that is greater than the organization-wide default settings. The list also shows each user’s access level for the record and any associated records. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. The possible access levels are: Access Level Full Access Description User can view, edit, delete, and transfer the record. User can also extend sharing access to other users; however, the user cannot grant Full Access to other users. User can view and edit the record, and add associated records, notes, and attachments to it. User can view the record, and add associated records to it. They cannot edit the record or add notes or attachments. User cannot access the record in any way.

Read/Write Read Only Private

Note: For sharing rules that specify access for associated object records, the given access level applies only to that sharing rule. For example, if an account sharing rule specifies Private as the access level for associated contacts, a user may still have access to associated contacts via other means, such as organization-wide defaults, the “Modify All Data” or “View All Data” administrative permission, or the “Modify All” or “View All” object permission. In addition, when viewing forecast sharing, the list shows if the user can submit a forecast. 3. Click Why? next to a user’s name to view the reason he or she has access. The list shows all of the reasons why the user has access. The user is granted the greatest access level. The possible reasons are: Reason Account Sharing Rule Account Sharing Account Team Description The user has access via an account sharing rule created by the administrator. The user was granted access via the Sharing button on the associated account. The user is a member of the account team.

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Accounts

Viewing Which Users Have Access

Reason Account Territory Administrator

Description The account has been assigned to a territory to which the user has access. The user has the “Modify All Data” or “View All Data” administrative permission, or has the “Modify All” or “View All” object permission. The user owns or has been given sharing access to a record associated with the record. Click the link to view which associated records the user owns or has been given sharing access to. The user has access via a campaign sharing rule created by the administrator. The user has access via a case sharing rule created by the administrator. The user has access via a contact sharing rule created by the administrator. A user has access to forecast data that was granted via the Sharing button on the forecast. A user has access due to being a forecast manager in the forecast hierarchy. The user has access via a lead sharing rule created by the administrator. The user has a subordinate in the role hierarchy who is assigned to the territory with which the account is associated. The user has access that was granted via the Sharing button on the record. The account has been manually assigned to a territory to which the user has access. The user has access via an opportunity sharing rule created by the administrator. The user owns the record, or the user is a member of the queue that owns the record or above the queue member in the role hierarchy. The user is a member of the opportunity sales team. The user has a profile with the “View All Forecasts” permission.

Associated record owner or sharing

Campaign Sharing Rule Case Sharing Rule Contact Sharing Rule Delegated Forecast Manager Forecast Manager Lead Sharing Rule Manager of Territory Member Manual Sharing Manual Territory Sharing Opportunity Sharing Rule Owner

Sales Team View All Forecasts Permission

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Merging Duplicate Accounts

Note: Users that gain access to data due to their position in hierarchies do so based on a setting in your organization-wide defaults.

See Also:
Sharing Accounts Sharing Contacts Sharing Opportunities Sharing Cases Sharing Custom Object Records Setting Your Organization-Wide Sharing Model Controlling Access Using Hierarchies Manually Sharing a Forecast

Merging Duplicate Accounts
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To merge business accounts: To merge person accounts: “Read” on accounts “Delete” on accounts “Delete” on accounts AND “Read” on contacts

To merge duplicate accounts: 1. From the Accounts tab, click Merge Accounts in the Tools section. 2. Enter a search string to find the duplicate accounts. For example, you can enter acme* to find duplicate accounts listed as “Acmes” and “Acme, Inc.” Do not use the local name for the account. Then click Find Accounts. 3. Check the rows of up to three accounts you want to merge. Click Next. 4. Select one account as the “Master Record.” Any data in hidden or read-only fields will be taken from the Master Record. However, administrators, and users with the “Edit Read Only Fields” permission, can manually select which read-only fields to retain. Note that hidden fields are not displayed during the merge. 5. Select the fields that you want to retain from each record. When there is conflicting data, the fields in the left column are preselected and the row is marked in blue.

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Merging Duplicate Accounts

6. Click the Merge button to complete the merge.

Tips on Merging Accounts
Consider the following when merging accounts: • • You can merge accounts if you are an administrator, the account owner, or a user above the account owner in the role hierarchy and you have the appropriate user permissions. When merging two accounts that you do not own, you must have “Delete” permissions on accounts and “Edit” permissions on opportunities and cases. You need “Delete” permissions on accounts because you are deleting one of the accounts when you perform an account merge. You need “Edit” permissions on opportunities and cases because changing the account name field (AccountID) edits any opportunities or cases that are associated with the accounts you are merging. Any related items from any of the duplicate accounts will be associated with the newly merged account. In Professional, Enterprise, Unlimited, and Developer Edition organizations, any sharing rules are applied to the newly merged account. Also, any manual sharing from the “Master Record” is applied to the merged account. When you merge accounts that are listed in the Parent Account field of other accounts, the newly merged account is linked only to the accounts of the selected Master Record. All discarded duplicate records are moved to the Recycle Bin. The newly merged account displays the Created By date from the oldest account you are merging, and shows the merge date as the Modified By date. If both accounts have different account teams, the merged account will contain members from both account teams. In organizations that use divisions, the merged account is assigned to the division of the Master Record, unless you select otherwise. When you merge accounts that have territories and the Exclude from account assignment rules box was deselected on both of the original accounts, account assignment rules will run on the new account to determine its territories. Also, any manually added territories on the original accounts will be manually added to the new account. When you merge accounts that have territories and the Exclude from account assignment rules box was checked on one or both of the original accounts: • The newly merged account has all of the territories of the original accounts. Account assignment rules will not run on the newly merged account. If a territory was assigned to one of the original accounts based on account assignment rules, it will appear as having been assigned to the new account based on rules even if the new account does not match the rules. If a territory was manually assigned to one of the original accounts, it will be manually assigned to the new account. If a territory was added to one account manually and to the other account by rules, it will be manually added to the new account.

• • • • • • • •

When you merge accounts, you also merge the accounts' memberships in relationship groups. For more information, see Merging Accounts Associated with Relationship Groups on page 86.

Tips on Merging Person Accounts
Consider the following when merging person accounts: • If your organization uses person accounts, both business accounts and person accounts are returned when you search for duplicates. However, you cannot merge a person account with a business account or vice versa. Person accounts are indicated by the person account icon ( ). You can't merge person accounts enabled to use a Customer Portal.

Tips on Merging Accounts Associated with Portals
Consider the following when merging accounts associated with portals:

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Accounts

Merging Accounts Associated with Relationship Groups

• •

You must have the “Manage Users” profile permission to merge accounts associated with portals. You can merge accounts that have contacts associated with the same type of portal. For example, you can merge accounts that have contacts associated with a partner portal or Customer Portal, but you cannot merge an account that has contacts associated with a partner portal with an account that has contacts associated with a Customer Portal. When you merge accounts that have contacts associated with multiple portals of the same type, a contact's access to a specific portal does not change. This is because a portal user's profile determines the portal he or she can access.

• • •

When merging a partner account with a non-partner account, the partner account must be the master. When merging partner accounts with a non-partner account, the owner cannot be changed. To ensure that merged accounts will include contacts associated with a portal, select the account with portal users as the master record during the merge process.

See Also:
Merging Duplicate Contacts What is a Person Account? Creating Partner Accounts

Merging Accounts Associated with Relationship Groups
Available in: Salesforce for Wealth Management

User Permissions Needed To merge business accounts: To merge person accounts: “Delete” on accounts “Delete” on accounts, “Read” on contacts

When working with wealth management accounts (clients), you can merge up to three duplicate accounts at a time. For example, if the accounts “Joe Bannon” all represent the same client and need to be merged, you can use the Merge Accounts tool to consolidate those records into one. When you merge accounts, you also merge the accounts' memberships in relationship groups. Note that merging results in a single account, and an account cannot exist more than once in the same relationship group. Review the following considerations before merging accounts that are members of relationship groups: • The account you select as the master record retains its original relationship group memberships. For example, if the master record “Joseph Bannon” was a member of the “Bannon Family” and “Bannon Law Firm” relationship groups, it remains a member of those relationship groups. The master record replaces the non-master records in all other relationship groups involved in the merge. For example, if the non-master record “Joe Bannon” was a member of “Bannon Trust Beneficiaries,” the master record is transferred Joe Bannon's membership in Bannon Trust Beneficiaries. If there is a relationship group to which the master record did not originally belong but the multiple non-master records belong, the master record is transferred the membership of the non-master account that had higher priority (primary versus secondary) or the account whose member record was most recently modified in the relationship group. For example, if the non-master records “JR Bannon” and “Joe Bannon” both were members of “Acme LLP” and JR Bannon was primary, then the master record is transferred JR Bannon's membership in Acme LLP. Alternatively, if neither JR Bannon or Joe Bannon

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Adding Translated Names

were primary or secondary but JR Bannon's member record in the relationship group was modified more recently, then the master record would be transferred JR Bannon's membership in Acme LLP.

See Also:
Merging Duplicate Accounts Removing Members from Relationship Group Members

Adding Translated Names
Available in: Professional, Enterprise, Unlimited, and Developer Editions

A local name stores a translated value for a corresponding account, contact, or lead field. For example, you can store the name of an account in the default language of your organization as well as the account’s or user’s language. The following fields can have corresponding local names: Standard Field Account Name Contact: First Name Contact: Last Name Lead: Company Lead: First Name Lead: Last Name Local Name Field Account Name (Local) Contact: First Name (Local) Contact: Last Name (Local) Lead: Company Name (Local) Lead: First Name (Local) Lead: Last Name (Local)

Local names do not affect the user’s language settings. Depending on your page layout settings, they can both be displayed on the detail or edit page. To enable the ability to use local names, your administrator must first contact salesforce.com and then add the corresponding local name fields to your page layout settings.

See Also:
Managing Page Layouts

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Accounts

Deleting Accounts

Deleting Accounts
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: To delete accounts: “Read” on accounts “Delete” on accounts

To delete an account, click Del next to the account on the accounts list page, or click Delete on the account detail page. When you delete an account it's moved to the Recycle Bin along with any of these related items: • • • • • • • • • Contacts Opportunities Contracts (if they're not activated) Activities Notes Attachments Portal roles and groups (if all portal users in the account are disabled) Partner relationships Relationship group members

If you undelete an account, any related items are also restored except for: • • Relationship group members in some cases. See Removing Members from Relationship Group Members on page 2022. Portal roles and groups. See Using Accounts on page 63.

You can't delete an account if it has been enabled as a partner account, has associated cases, activated contracts, related opportunities that are owned by other users, or associated contacts are enabled for the Self-Service portal. In addition, if you attempt to delete an account that has closed/won opportunities owned by you, a message displays asking you whether you want to delete the closed/won opportunities along with the account or to cancel the account deletion. Note: You can delete an account if you are an administrator, the account owner, or a user above the account owner in the organization role hierarchy, and if you have the appropriate user permission. You do not need the “Delete” permission on any associated records that are included in the deletion.

See Also:
Recycle Bin Deleting Mass Data Merging Duplicate Accounts What is a Person Account?

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Accounts

Searching for Accounts

Searching for Accounts
Business accounts available in: All Editions Person accounts available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view accounts: “Read” on accounts

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. If you're using local account names, search finds matches for standard or local account names. 3. From the search results, click an item to open it or click Edit, if available. You can also create an account list view to find accounts that match specific criteria.

See Also:
Search Overview What is a Person Account?

Changing Ownership
Available in: Contact Manager, Group, Professional, Enterprise Unlimited, and Developer Editions

To transfer ownership of a record: 1. Before transferring a record to a new owner, make sure the new owner has at least “Read” permission on the object on page 545. 2. Click Change next to the Owner field. The Change link displays only on the detail page, not the edit page. If you do not see the Change link, you cannot change ownership. 3. Enter a new owner or select a user via the lookup icon. In organizations where the Salesforce.com Customer Portal or partner portal is enabled, you can filter the results that will display on the user lookup dialog by selecting either a queue or group of users from the Owner or Assigned To drop-down list.

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Accounts

Changing Ownership

Note: Only those users you are able to transfer ownership to are visible. Neither the User group nor the Roles and Internal Subordinates group contains Customer Portal or partner users. 4. Select the Send Notification Email checkbox to notify the new owner. The “From” email address displayed in the notification is your return email address as set in the Email Address field of your email settings. For cases in Professional, Enterprise, Unlimited, and Developer Edition organizations, the email text is determined by the Case Assigned Template setting specified in the Support Settings. For other records, the email text is automatically generated and cannot be customized. 5. Depending on the type of object you are transferring and your user permissions, the following checkboxes may also appear: Checkbox
Change Division

Description

Appears For

Transfers the record to the new owner's division. All records Accounts and leads, if you related to the account are transferred to the new division as can view or edit the well. Division field

Transfer open Transfers open opportunities owned by other users that are Accounts opportunities not associated with the account. owned by the existing account owner Transfer closed opportunities

Transfers the closed opportunities associated with the account. This option applies only to closed opportunities owned by the account owner; closed opportunities owned by other users are not changed.

Accounts

Transfer open cases Transfers any open cases associated with the account that owned by the existing are owned by the existing account owner. account owner

Accounts

Transfer closed cases Transfers the closed cases associated with the account. This Accounts

option applies only to closed cases owned by the account owner; closed cases owned by other users are not changed.
Keep Account Team

Transfers all account team members on the account to the Accounts new owner. Preserves the sales team when the opportunity is transferred Opportunities to the new owner. If this box is unchecked, all sales team members are deleted when the opportunity is transferred to the new owner. Note: If you transfer closed opportunities, the sales team is maintained, regardless of this setting.

Keep Sales Team

Note: For organizations where opportunity splitting isn't enabled, if you change an account owner with both Transfer closed opportunities and Keep Sales Team deselected, the sales team members' access for closed opportunities becomes Private (that is, the sales team members lose access to any closed opportunities).

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Accounts

Changing Ownership

6. Click Save to finish. Note: After you have changed ownership, the previous owner's visibility reverts to the default sharing setting unless that user is on an account or sales team. For example, if the previous owner of an account is on an account team, that user has Read Only or the access specified in your organization-wide default for accounts, whichever is greater. The previous owner's access to related records remain the same. This behavior is the same for opportunity owners that are members of a sales team as long as you change ownership using the API. When you change ownership of an opportunity within Salesforce.com, you can select the access level you desire.

Transfer of Associated Items
When you change record ownership, some associated items that are owned by the current record owner are also transferred to the new owner. Record Type Accounts Associated items that are also transferred Contacts, contracts with “Draft” status, attachments, notes, and open activities. Depending on your selections, this can also include open opportunities not owned by the current account owner, closed opportunities, open cases owned by the existing account owner, and closed cases. When a partner account is transferred, partner users associated with that account are moved into the role hierarchy beneath the new owner. Contracts with “Activated” status are not transferred to the new owner, however, the new owner has read-only access to these contracts. Contacts Opportunities Leads Cases Campaigns Contracts Custom objects Notes, attachments, and open activities Notes, attachments, and open activities Notes, attachments, and open activities. Open activities are not transferred if you change lead ownership using the Assign using active assignment rule checkbox. Notes, attachments, and open activities No associated items are transferred Notes, attachments, and open activities Notes, attachments, and open activities

Note: You can't transfer events to which you have been invited and don't own.

See Also:
Mass Transferring Records Assigning Leads Assigning Cases Changing Document Authors Editing Email Settings Territory Management Overview

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Accounts

Changing the Record Type Field

Changing the Record Type Field
Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To change the record type for a record: “Edit” on the object

Record types determine the picklist values that are available when creating and editing a record. When creating a record, you can choose the record type if you have different record types available to your profile and you have not set your record type preferences to bypass the record type selection page. When editing existing records, you can change the record type from the record detail page. 1. Click Change next to the Record Type field on a record detail page. Note: For campaign members, click Change next to the Campaign Member Type field on a campaign detail page. You must have the Marketing User user permission to change the campaign member type. 2. 3. 4. 5. Select a record type. The available record types are listed at the bottom of the page. Click Continue. Make any changes to the record. Click Save. Note: Changes are not saved until you click Save; clicking Continue does not save the record. If your organization uses person accounts, your administrator has configured two different kinds of record types for your organization's accounts: one for business accounts, and another for person accounts. You can change an account's record type only to another record type of the same kind. For example, you cannot change a person account record type to one designated for business accounts.

See Also:
Setting Record Type Preferences What is a Person Account?

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Activities

Activity Overview

ACTIVITIES
Activity Overview
Available in: All Editions

Activities include tasks, calendar events, and requested meetings. You can define and track activities for many different objects, including campaigns, accounts, contacts, and leads. Activities display in related lists on associated records as well as on the Home tab. Note: Administrators can modify activity fields and control the page layouts for tasks and events.

See Also:
Activity Accessibility Viewing Activities Creating Activities Editing Activities Deleting Activities Searching for Activities Activity Fields Tip sheet: Tips & Hints for Activities

Activity Accessibility
Available in: All Editions

Viewing and editing tasks and events depends on a number of factors. Use the following table to determine who can access activities: To do this: View an activity You must: • • • Be assigned to the activity, or Be above the user assigned to the activity in the role hierarchy, or Have at least read access to the record to which the activity is associated, or

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Activities

Activity Accessibility

To do this:

You must: • Have the “View All” object-level permission in the related record, where the sharing model for that record is “Controlled By Parent,” or Have the “View All Data” permission Have the “Edit Tasks” and “Edit Events” permissions

• Create an activity •

AND • Have at least read access to a record, if associating the activity with another record Have the “Edit Tasks” and “Edit Events” permissions

Edit an activity

AND • • • Be assigned to the activity, or Be above the user assigned to the activity in the role hierarchy, or Have the “Modify All” object-level permission in the related record, where the sharing model for that record is “Controlled By Parent,” or Have the “Modify All Data” permission Have the “Edit Tasks” and “Edit Events” permissions

• Delete an activity •

AND • • • Be assigned to the activity, or Be above the user assigned to the activity in the role hierarchy, or Have the “Modify All” object-level permission in the related record, where the sharing model for that record is “Controlled By Parent,” or Have the “Modify All Data” permission Have the “Edit Tasks” and “Edit Events” permissions to create and edit activities

• View, add, and edit events on other users’ calendars •

AND • Have access to the user’s calendar, which depends on your organization-wide calendar sharing defaults and how the user has set up individual calendar sharing. See Setting the Sharing Model on page 576 and Sharing Your Calendar on page 41. Note: Events marked as private via the Private checkbox are accessible only by the user assigned to the event. Other users cannot see the event details

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Viewing Activities

To do this:

You must: when viewing that user’s calendar. However, 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.

Tip: The user who is assigned to an activity in the Assigned To field is often referred to as the “activity owner.”

See Also:
Viewing Activities Editing Activities Deleting Activities

Viewing Activities
Available in: All Editions

Activities include tasks and calendar events. Activities can display in the following locations: Home Tab Many users go to the Home tab to view their tasks and events. For more information, see Using Your Calendar and Tasks on the Home Page on page 47. Activity Feed (Chatter) Display a Chatter feed of updates, comments, and posts about the activity. Open Activities and Activity History Related Lists You can also view, create, and update activities from the Open Activities and Activity History related lists of an associated record. These related lists show all activities associated with the record, including activities that are assigned to other users. For more information, see Using the Open Activities Related List on page 102 and Using the Activity History Related List on page 103. Activity List Views To display a list of activities for which you or your team is responsible for completing, click the activity list view icon ( ) below the calendar on the Home tab or at the top of a calendar view. If your Home tab does not display the Calendar or My Tasks sections, contact your administrator to customize your home page layout. For more information, see Viewing Activity Lists on page 96.

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Viewing Activity Lists

Reminder Window The reminder window pops up to notify you of upcoming activities. For more information, see Using the Activity Reminder Window on page 105. Console Administrators of Professional, Enterprise, Unlimited, and Developer Edition organizations can set up the console to include activities. Click the Console tab to display the console, which allows you to find, view, and edit activities and their associated records on one screen. For more information, see Displaying the Console Tab on page 2517. See the following for details on viewing activities: • • • Viewing Your Calendar Viewing Event Details on page 123 Viewing Tasks on page 135

See Also:
Activity Accessibility Creating Activities Editing Activities Deleting Activities Activity Fields

Viewing Activity Lists
Available in: All Editions

User Permissions Needed To view activities owned by you and users below you in the role hierarchy: To view all activities: No permissions needed “View All Data”

To display a list of activities for which you or your team is responsible for completing, click the activity list view icon ( ) below the calendar on the Home tab or at the top of a calendar view. If your Home tab does not display the Calendar or My Tasks sections, contact your administrator to customize your home page layout. From the activity list view, you can do the following: • • • Click New Task or New Event to create a new activity. For more information, see Creating Activities on page 98. Click Printable View ( ) to display the current list view in a format that is ready for printing. Click an activity to view its details. When viewing an activity, click Back to list at the top of the activity detail page to return to the last list page you viewed. See Navigating on page 10 for more information.

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Viewing Activity Lists

Archived activities are not included in activity list views. See Using the Activity History Related List on page 103 for details on which activities are archived. Note: If your administrator has enabled enhanced lists, you can use additional tools to customize, navigate, manage, and edit list data. To change which activity list view displays: 1. Click the list view icon below the calendar on the Home tab. 2. Select a view name from the drop-down list. The following list views are provided by Salesforce.com: • • • All Activities - Shows activities that you can view. In Personal Edition, the All Activities list view shows all of your activities. My Activities - Shows activities that you own. My Delegated Activities - Shows activities that you created but are owned by someone else. Note: Inviting other Salesforce.com users to an event or task is like delegating that activity to those users. So the My Delegated Activities list view also shows activities for all invited users even if you still own that activity. In the list view, the invited user appears as the person assigned to the activity but the activity's detail page shows you as the assignee. • My Team's Activities - Shows activities owned by users who report to you in the role hierarchy. For your convenience, your team's activities are converted to your time zone. To create a new activity list: 1. Click the list view icon below the calendar on the Home tab. 2. Click Create New View. See Creating Custom List Views on page 230 for more information.

See Also:
Viewing Activities Using Your Calendar and Tasks on the Home Page Viewing Your Calendar Activity Accessibility Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists

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Activities

Creating Activities

Creating Activities
Available in: All Editions

User Permissions Needed To create tasks: To create events: “Edit Tasks” “Edit Events”

You can create new activity records (tasks and events) from the following locations. Note: Unlike other records, you don't auto-follow events or tasks in Chatter after you create them.

In the sidebar In the sidebar, select Task or Event from the Create New drop-down list. On the home page On the Home tab, click New in the My Tasks section or New Event in the Calendar section. On the detail page of an associated record On the detail page of an associated record, click New Task, New Event, or New Meeting Request on the Open Activities related list. In addition, you can click Log a Call on the Activity History related list to add a new task record with a completed status. On a calendar view On a calendar view, click New Event to add a new event. In addition: • • • On day views you can click New in the My Tasks section to add a new task. On day views you can click a time such as 9:00 AM to add an event at that time. On day and week views, you can double-click a time slot to create a new event. Your administrator controls the availability of this feature. Note that recurring events and multi-person events are not supported for click-and-create events on calendar views. On week and month views you can click the Add Event icon ( ) to add an event on a particular date.

On an activity list view On an activity list view, click New Task or New Event to create a new activity. To display an activity list view, click the activity list view icon ( ) below the calendar on the Home tab or at the top of a calendar view.

On account, contact, and lead list views On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 134.

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Editing Activities

Note: In Enterprise, Unlimited, and Developer Editions, your administrator defines the record types that you can select when creating an activity. Record types determine the picklist values and page layouts that are available when creating and editing a record.

See Also:
Creating Tasks Creating Events Viewing Activities Editing Activities Requesting a Meeting With Contacts, Leads, and Person Accounts

Editing Activities
Available in: All Editions

User Permissions Needed To edit tasks: To edit events: “Edit Tasks” “Edit Events”

See the following for details on editing activities: • • • Editing Tasks Closing Tasks Editing Events Editing Multi-Person Events Editing Recurring Events Editing an Event in a Public or Resource Calendar

See Also:
Viewing Activities Creating Activities Deleting Activities Activity Fields

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Activities

Deleting Activities

Deleting Activities
Available in: All Editions Multi-person events are not available in: Personal Edition

User Permissions Needed To delete tasks: To delete events: “Edit Tasks” “Edit Events”

To delete an activity: Click Delete on the activity detail page, click Del from any activity list view or related list, or click Delete on the event detail overlay. Deleted tasks and events are moved to the Recycle Bin. • • • • Administrators can use Mass Delete to delete a group of activities or archived activities. See Deleting Mass Data on page 670. For multi-person events, only the event owner can delete the event. However, when you decline an event, the event is removed from your calendar. When an event owner deletes an event, all invited users receive an email notifying them that the event has been canceled. When deleting a recurring event or deleting a recurring task, you can either delete a single occurrence in the series or the entire series.

See Also:
Recycle Bin

Viewing Activity Updates (Chatter)
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the activity. Note: If Salesforce Chatter isn't enabled, contact your administrator.

• •

Show or hide Chatter feeds using the Show Chatter and Hide Chatter links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the update, click All Updates.

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Activities

Deleting Recurring Events

Following Activities
When you follow an activity, your Chatter feed on the Home tab includes field changes and activity feed updates. Note: Unlike other records, you don't auto-follow events or tasks in Chatter after you create them.

• •

To follow an activity, click Follow. To stop following, click Following . The Followers list shows you who is following the activity. To view a full list, click Show All. Note: You can't follow recurring events and tasks in Chatter, nor individual instances of recurring events and tasks. Changes to an individual event or task in a recurring series or to the series itself won't show up in your Chatter feed.

See Also:
Chatter Overview Using Chatter Feeds

Deleting Recurring Events
Available in: All Editions

User Permissions Needed To delete recurring events: “Edit Events”

Only the event or series owner can delete an event or series of events. If you have been invited to an event or a series of events, to remove them from your calendar, decline the event or series of events. See Responding to Events on page 133 for more information. To delete a single event in a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record, and then click the View Event subtab. Alternatively, mouse over the event in any calendar, and click Edit. 2. Click Delete Event. A warning dialog will be displayed. If you are sure you want to delete only this event in the series, click OK. Alternatively, hover your mouse over the event in a calendar. and click Delete in the event detail overlay. Note: When an event owner deletes a recurring event, all invited users receive an email notifying them that the event has been canceled. Deleted events are moved to the Recycle Bin. If they are restored, all the details of the event will be restored as well. To delete a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record.

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Using the Open Activities Related List

2. Click the View Series subtab located above the task details, and click Delete Series. A warning dialog displays. If you are sure you want to delete every future occurrence in the series, click OK. Note: Consider the following when deleting a series of events: • • • • • Deleting a series does not delete occurrences that have already happened. When an event owner deletes a series of recurring events, all invited users receive a single email notifying them that the series of events has been canceled. If a series is deleted and no events in the series occurred in the past, the series is placed in the Recycle Bin. Individual events that were part of the series are not placed in the Recycle Bin. If a series is deleted and it contains events that occurred in the past, the series is not placed in the Recycle Bin, and therefore it cannot be restored from the Recycle Bin. If you restore a series from the Recycle Bin, individual events will be created. Those individual events will have the details as defined by the series, as well as any event-specific details that were set on the event before the series was deleted.

Using the Open Activities Related List
Available in: All Editions

The Open Activities related list displays: • • • Open tasks Open events Requested meetings

These activities are displayed for a record and its associated records. For example, if you have a task related to a contact, that task displays in the Open Activities related list of the contact as well as the associated account. From the Open Activities related list: • • • • • • Click New Task or New Event to create an activity that is associated with the record. Click New Meeting Request to request a meeting with a contact, lead, or person account. Once you request a meeting, the calendar icon ( ) displays next to it. Click Edit to edit an activity. Click Cls to close a task. For more information, see Closing Tasks on page 141. Click Del to delete an event or requested meeting. Salesforce.com emails the invitees that the event or meeting was cancelled. Click the subject of an activity to open the detail page of the activity.

Your administrator can customize the fields and buttons that display in related lists; see Customizing Page Layouts on page 1107.

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Activities

Using the Activity History Related List

Note: For person account records, the related list includes activities that have the person account in either the Name or Related to fields. As appropriate, the Name or Related to column in the related list displays the person's name. For more information, see What is a Person Account? on page 55.

See Also:
Using the Activity History Related List Viewing Activities

Using the Activity History Related List
Available in: All Editions

The Activity History related list of a record displays all completed tasks, logged phone calls, saved interaction logs, expired events, outbound email, mass email, email added from Microsoft Outlook®, and merged documents for the record and its associated records. In the Activity History related list, click: • • Log A Call to enter the results of unplanned phone calls and then schedule a follow-up task. Use this feature, along with scheduled events and tasks to track all activities for a record. Mail Merge to generate personalized documents using your data and Microsoft Word templates provided by your administrator. If you choose, the merged document is listed in the Activity History related list of the associated record. This button is not available for all types of records. For more information, see Sending Single Mail Merge Documents on page 2133. Send An Email to send an email to a contact or lead and associate the email with both the contact or lead and the displayed account, opportunity, case, or custom object. The email you send is automatically listed in the Activity History related list of the contact or lead. If the subject is longer than 100 characters, it is truncated with ellipses (...). When appropriate, it is also listed for the record associated with the email, such as the opportunity or case. This button is not available for all types of records. Compose Gmail to send an email to a contact or lead from your Gmail account. The email you send is automatically listed in the Activity History related list of the contact or lead. This button is only available if the Gmail Buttons and Links feature is enabled. If the Gmail to Salesforce.com feature is also enabled, the email you send is automatically listed in the Activity History related list of the contact or lead. See Using Gmail in Salesforce.com on page 351 for more information. Request Update to launch a contact update email to send to the selected contact. This email allows you to enter an introductory note asking the contact to update the contact information you have and send a reply with the updated information. You can update your contact record when you receive the response. These emails and the mass Stay-in-Touch emails will be listed in the Activity History related list. View All to display a printable view of all completed activities. Note that the View All button only displays when there are records to view. • The subject of an activity to view its details.

If your organization has added the Case Activities related list to the View Cases page layout in the Self-Service portal and you have set the field-level security to visible for the Visible in Self-Service checkbox on activities, you can click the following:

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Setting Reminders on Activities

• •

Make Public to display the completed activity in the activities related list on the case in the Self-Service portal. Make Private to hide the completed activity in the activities related list on the case in the Self-Service portal.

Your administrator can customize the fields and buttons that display in related lists; see Customizing Page Layouts on page 1107. Note: For person account records, the related list includes activities that have the person account in either the Name or Related to fields. As appropriate, the Name or Related to column in the related list displays the person's name. For more information, see What is a Person Account? on page 55.

See Also:
Using the Open Activities Related List About Archived Activities Viewing Activities Sending Email

Setting Reminders on Activities
Available in: All Editions

User Permissions Needed To edit tasks: To edit events: “Edit Tasks” “Edit Events”

Salesforce.com can display popup reminders for upcoming tasks and events. Reminders notify the activity assignee of an upcoming task or event. The reminder displays in a small browser popup window when the activity assignee is logged in to Salesforce.com. When a user logs in, any reminders that have not been dismissed and reminders scheduled to occur since the last time the user logged out are shown in the reminder window. When you create or edit an event or task, you have an option to set a reminder on it. The reminder defaults to the time specified in your reminder settings. To set a reminder on a task: 1. Create or edit a task. 2. Select the Reminder checkbox. 3. Choose the date and time for the reminder. You will be reminded of the task on that date and time. If you are setting the reminder for a recurring task series, the reminder applies to each occurrence in the series. 4. Click Save. To set a reminder on an event: 1. Create or edit an event. 2. Select the Reminder checkbox.

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Using the Activity Reminder Window

3. Choose how long before the event that you want to be reminded. 4. Click Save.

See Also:
Using the Activity Reminder Window Customizing Activity Reminders Viewing Activities Editing Activities

Using the Activity Reminder Window
Available in: All Editions

Reminders display in a small browser popup window, called the “reminder window.” When you first log into Salesforce.com, a sound is played and the reminder window automatically pops up to notify you of any task or event reminders that were triggered since you last logged in. While you are logged in, the reminders window opens whenever a reminder is triggered. The reminder window lists up to 100 of the oldest reminders you have not dismissed, the type of activity, the subject of the activity, and when the activity is scheduled or due. Activities that were scheduled or due in the past will show as overdue. To find out more details on the activity, click on the subject of the activity. When viewing the reminder window, you can choose to dismiss or snooze one or more reminders. To dismiss all reminders in the window, click Dismiss All. After you click Dismiss All, the window will display any reminders that were not previously in the window due to the 100 reminder limit. To dismiss a reminder: 1. Select one or more reminders. 2. Click Dismiss. To snooze a reminder: 1. Select one or more reminders. 2. In the drop-down list, select one of the snooze options. The default snooze option is to remind you again in five minutes. 3. Click Snooze. If you close the reminder window, it will open again when you are notified of the next reminder. Note: If your reminder popups fail to display, ensure that your browser is not blocking them. For more information, see Why can't I view Salesforce.com popup windows such as lookup dialogs and the Help & Training window? on page 2765.

See Also:
Setting Reminders on Activities Customizing Activity Reminders Viewing Activities

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Activities

Searching for Activities

Searching for Activities
Available in: All Editions

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. 3. From the search results, click an item to open it or click Edit, if available. Note: Archived activities are accessible in Advanced Search and Global Search only.

See Also:
Search Overview Viewing Activities

Activity Fields
The available fields vary according to which Salesforce.com Edition you have.

An activity has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.)

See Also:
Viewing Activities Activity Overview

Event Fields
Field
Activity Currency

Description The default currency for all currency amount fields in the activity. Amounts display in the activity currency, and are also converted to the user's personal currency. Available only for organizations that use multiple currencies. Checkbox that specifies whether event lasts all day.

All Day Event

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Activity Fields

Field
Assigned To

Description Assigned owner of event. By default, the event is assigned to the creator. To assign the event to another user, enter a user's name, or select a user with the lookup icon. This field is not available in Personal Edition. Contact or lead associated with the event. You can enter the name of the person or use the lookup icon to select the name. This only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. Allows you to set up a series of recurring events. User who created the event including creation date and time. (Read only) Planned date of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. This field appears only if multiday events are disabled; see Customizing Activity Settings on page 1152.

Contact or Lead

Create Recurring Series of Events Created By

Date

Description

Text note describing event. This field can hold up to 32KB of data. Division to which the activity belongs. This value is automatically inherited from the related account, lead, case, or custom object, if any. Otherwise, the activity belongs to the global division. Available only in organizations that use divisions to segment their data. The length of a timed event in hours and minutes. This field appears only if multiday events are disabled; see Customizing Activity Settings on page 1152.

Division

Duration

Email

The email address of the contact or lead associated with the event. This field is automatically filled in with the value from the corresponding contact or lead record. Planned end date and time of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Additionally, you can add the current time by clicking the time link next to the field. This field appears only if multiday events are enabled; see Customizing Activity Settings on page 1152.

End

Event Record Type

Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Edition.

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Activity Fields

Field
Last Modified By

Description User who last changed the event, including modification date and time. (Read only) Location of the event. The phone number of the contact or lead associated with the event. This field is automatically filled in with the value from the corresponding contact or lead record. Indicates whether users other than the event owner can see the event details when viewing the event owner's calendar. However, 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. Exported data files will always contain private events. Cannot be set for multi-person events or when adding or modifying an event in another user's calendar. Private events cannot be associated with opportunities, accounts, cases, campaigns, contracts, leads, or contacts. The record that the event is associated with such as an account, opportunity, or custom object. This only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. This option is not available when you associate the event with a lead instead of a contact. Optional field that allows users invited to an event to enter a note when they accept or decline the event. This field is not available in Personal Edition. Picklist that determines how this event appears when another user views your calendar: busy, out of office, or free time. Planned start date and time of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Additionally, you can add the current time by clicking the time link next to the field. This field appears only if multiday events are enabled; see Customizing Activity Settings on page 1152.

Location Phone

Private

Related To

Response

Show Time As

Start

Subject

Entry describing subject of activity, for example, “Meeting.”  You can enter a subject, or select from a list of previously defined subjects. Time of a planned event. You can add the current time by clicking the time link next to the field. This field appears only if multiday events are disabled; see Customizing Activity Settings on page 1152.

Time

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Activity Fields

Field
Type

Description Type of the event, for example, Email, Meeting. Each picklist value can have up to 40 characters. Checkbox that specifies whether the completed event is visible in the Self-Service portal.

Visible in Self-Service

Task Fields
Field
Activity Currency

Description The default currency for all currency amount fields in the activity. Amounts display in the activity currency, and are also converted to the user’s personal currency. Available only for organizations that use multiple currencies. Assigned owner of task. By default, the task is assigned to the creator. To assign the task to another user, enter a user’s name, or select a user with the lookup icon. This field is not available in Personal Edition. To assign independent copies of a new task to multiple users, see Creating Group Tasks on page 138. Text note describing the task. This field can hold up to 32KB of data. Allows you to set up a series of recurring tasks. Selecting this checkbox automatically disables the Due Date field because each task occurrence in a series will have a different due date. User who created the task including creation date and time. (Read only) Division to which the activity belongs. This value is automatically inherited from the related account, lead, case, or custom object, if any. Otherwise, the activity belongs to the global division. Available only in organizations that use divisions to segment their data. Date when the task should be completed. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. The email address of the contact or lead associated with the task. This field is automatically filled in with the value from the corresponding contact or lead record. User who last changed the task, including modification date and time. (Read only)

Assigned To

Comments

Create Recurring Series of Tasks

Created By

Division

Due Date

Email

Last Modified By

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Event Fields

Field
Name

Description Contact or lead associated with the task. You can enter the name of the person or use the lookup icon to select the name. This field only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. The phone number of the contact or lead associated with the task. This field is automatically filled in with the value from the corresponding contact or lead record. Urgency of the task, for example, Low, Medium, or High. (Picklist selections can be customized by your administrator.) The record that the task is associated with such as an account or opportunity. This field is not available when you associate the task with a lead instead of a contact. This field only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. Checkbox that sends an automated email to the task assignee to notify him or her that the task was assigned. This option is not available in Personal Edition. Current status of task, for example, Not Started or Completed. (Picklist selections can be customized by your administrator.) The subject or short description of the task, for example, “Email quote to customer.” You can enter a subject, or select from a picklist of previously defined subjects. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Edition. Type of the task, for example, Email, Meeting. Each picklist value can have up to 40 characters. Checkbox that specifies whether the completed task is visible in the Self-Service portal.

Phone

Priority

Related To

Send Notification Email

Status

Subject

Task Record Type

Type

Visible in Self-Service

Event Fields
Field
Activity Currency

Description The default currency for all currency amount fields in the activity. Amounts display in the activity currency, and are also converted to the user's personal currency. Available only for organizations that use multiple currencies.

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Event Fields

Field
All Day Event Assigned To

Description Checkbox that specifies whether event lasts all day. Assigned owner of event. By default, the event is assigned to the creator. To assign the event to another user, enter a user's name, or select a user with the lookup icon. This field is not available in Personal Edition. Contact or lead associated with the event. You can enter the name of the person or use the lookup icon to select the name. This only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. Allows you to set up a series of recurring events. User who created the event including creation date and time. (Read only) Planned date of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. This field appears only if multiday events are disabled; see Customizing Activity Settings on page 1152.

Contact or Lead

Create Recurring Series of Events Created By

Date

Description

Text note describing event. This field can hold up to 32KB of data. Division to which the activity belongs. This value is automatically inherited from the related account, lead, case, or custom object, if any. Otherwise, the activity belongs to the global division. Available only in organizations that use divisions to segment their data. The length of a timed event in hours and minutes. This field appears only if multiday events are disabled; see Customizing Activity Settings on page 1152.

Division

Duration

Email

The email address of the contact or lead associated with the event. This field is automatically filled in with the value from the corresponding contact or lead record. Planned end date and time of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Additionally, you can add the current time by clicking the time link next to the field. This field appears only if multiday events are enabled; see Customizing Activity Settings on page 1152.

End

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Activities

Event Fields

Field
Event Record Type

Description Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Edition. User who last changed the event, including modification date and time. (Read only) Location of the event. The phone number of the contact or lead associated with the event. This field is automatically filled in with the value from the corresponding contact or lead record. Indicates whether users other than the event owner can see the event details when viewing the event owner's calendar. However, 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. Exported data files will always contain private events. Cannot be set for multi-person events or when adding or modifying an event in another user's calendar. Private events cannot be associated with opportunities, accounts, cases, campaigns, contracts, leads, or contacts. The record that the event is associated with such as an account, opportunity, or custom object. This only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. This option is not available when you associate the event with a lead instead of a contact. Optional field that allows users invited to an event to enter a note when they accept or decline the event. This field is not available in Personal Edition. Picklist that determines how this event appears when another user views your calendar: busy, out of office, or free time. Planned start date and time of event. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Additionally, you can add the current time by clicking the time link next to the field. This field appears only if multiday events are enabled; see Customizing Activity Settings on page 1152.

Last Modified By

Location Phone

Private

Related To

Response

Show Time As

Start

Subject

Entry describing subject of activity, for example, “Meeting.”  You can enter a subject, or select from a list of previously defined subjects.

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Task Fields

Field
Time

Description Time of a planned event. You can add the current time by clicking the time link next to the field. This field appears only if multiday events are disabled; see Customizing Activity Settings on page 1152.

Type

Type of the event, for example, Email, Meeting. Each picklist value can have up to 40 characters. Checkbox that specifies whether the completed event is visible in the Self-Service portal.

Visible in Self-Service

Task Fields
Field
Activity Currency

Description The default currency for all currency amount fields in the activity. Amounts display in the activity currency, and are also converted to the user’s personal currency. Available only for organizations that use multiple currencies. Assigned owner of task. By default, the task is assigned to the creator. To assign the task to another user, enter a user’s name, or select a user with the lookup icon. This field is not available in Personal Edition. To assign independent copies of a new task to multiple users, see Creating Group Tasks on page 138. Text note describing the task. This field can hold up to 32KB of data. Allows you to set up a series of recurring tasks. Selecting this checkbox automatically disables the Due Date field because each task occurrence in a series will have a different due date. User who created the task including creation date and time. (Read only) Division to which the activity belongs. This value is automatically inherited from the related account, lead, case, or custom object, if any. Otherwise, the activity belongs to the global division. Available only in organizations that use divisions to segment their data. Date when the task should be completed. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field.

Assigned To

Comments

Create Recurring Series of Tasks

Created By

Division

Due Date

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Activities

Task Fields

Field
Email

Description The email address of the contact or lead associated with the task. This field is automatically filled in with the value from the corresponding contact or lead record. User who last changed the task, including modification date and time. (Read only) Contact or lead associated with the task. You can enter the name of the person or use the lookup icon to select the name. This field only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. The phone number of the contact or lead associated with the task. This field is automatically filled in with the value from the corresponding contact or lead record. Urgency of the task, for example, Low, Medium, or High. (Picklist selections can be customized by your administrator.) The record that the task is associated with such as an account or opportunity. This field is not available when you associate the task with a lead instead of a contact. This field only displays if you have the “Read” permission for that type of record; users with sharing access to the record can click it to view more details. Checkbox that sends an automated email to the task assignee to notify him or her that the task was assigned. This option is not available in Personal Edition. Current status of task, for example, Not Started or Completed. (Picklist selections can be customized by your administrator.) The subject or short description of the task, for example, “Email quote to customer.” You can enter a subject, or select from a picklist of previously defined subjects. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Edition. Type of the task, for example, Email, Meeting. Each picklist value can have up to 40 characters. Checkbox that specifies whether the completed task is visible in the Self-Service portal.

Last Modified By

Name

Phone

Priority

Related To

Send Notification Email

Status

Subject

Task Record Type

Type

Visible in Self-Service

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Activities

About Archived Activities

About Archived Activities
Available in: All Editions

Salesforce.com archives older activities according to the conditions below: • • • Events with a due date greater than 365 days old Closed tasks with a due date greater than 365 days old Closed tasks without a due date that were created more than 365 days ago

Archived activities can be viewed only in export files, printable view, or by clicking View All on the Activity History related list. You can also view an archived activity if you know the URL for the activity. Administrators can delete archived activities using Mass Delete. Archived tasks are not included in reports. However, you can report on open or completed tasks.

See Also:
Searching for Activities Using the Activity History Related List

WORKING WITH CALENDARS
Viewing Your Calendar
Available in: All Editions

Accessing Your Calendar
You can access your calendar from the following locations: • • The Home tab For more information, see Using Your Calendar and Tasks on the Home Page on page 47. The Calendar shortcut in the sidebar that opens your last used calendar view Your Salesforce.com administrator must enable this shortcut. For more information, see Customizing Activity Settings on page 1152. • • The detail page of an event or task, which includes calendar icons at the top An activities list view, which includes calendar icons at the top

115

Activities

Viewing Your Calendar

Using the Calendar Icons
Click the following icons to navigate your calendar: Item Description Day View icon. See Using the Calendar Day View on page 117. Week View icon. See Using the Calendar Week View on page 119. Month View icon. See Using the Calendar Month View on page 119. Single User View icon. Displays a user's calendar, a public calendar, or a resource calendar. Multi-User View icon. Displays several users' calendars. See Using Multi-User Calendar Views on page 122. Activity list view. See Viewing Activity Lists on page 96. Previous arrow. Click to change the view to the previous day, week, or month, as appropriate. Next arrow. Click to change the view to the next day, week, or month, as appropriate. Pick a Date icon. Click to open a popup dialog where you can choose a specific date.

Note: • • Events and tasks that are part of a recurring series are marked with a recurrence icon ( ) The multi-person event icon ( ) identifies events with invitees. Multi-person events aren't available in Personal Edition.

Using Calendar Views
See the following topics for information on how to use different calendar views: • • • • Using the Calendar Day View Using the Calendar Week View Using the Calendar Month View Using Multi-User Calendar Views

Tips on Using Calendar Views
Consider the following when using calendar views: • Reschedule an appointment by dragging the item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Note that your administrator controls the availability of drag-and-drop calendar editing; see Enable Drag-and-Drop Editing on Calendar Views.

116

Activities

Using the Calendar Day View

Create an appointment by double-clicking a time slot and entering the details in an interactive overlay. Note that your administrator controls the availability of click-and-create events; see Enable Click-and-Create Events on Calendar Views on page 1360. To change the default range of hours that your calendar displays, change the Start of day and End of day fields on your personal information page. For example, if your workday typically begins at 8:00 AM and ends at 6:00 PM, changing Start of day to 8:00 AM and End of day to 6:00 PM causes your daily and weekly calendar views to default to that range of hours. If you sync events from Outlook using Salesforce for Outlook, you may see a banner at the top of your calendar that links to a list of your unresolved events. These are synced Outlook events that still need to be assigned to Salesforce.com records.

See Also:
Viewing Event Details Creating Events Editing Events About Event Detail Overlays Customizing Activity Reminders Resolving Your Synced Outlook Events

Using the Calendar Day View
Available in: All Editions

When viewing your calendar, click In the single user day view, you can: • • • •

to open the day view.

See the events scheduled for the specified day. See a list of tasks. You can change which tasks you see using the drop-down list. Hover your mouse over the subject of an event to see the details of the event in an overlay. Hover your mouse over the subject of a task to see the details of the task in an overlay. Note: The event detail or task detail overlays are hover popups that show information about the event or task and allow you to quickly edit or delete the event or task. The information presented on these overlays is configured by your administrator. See Defining Mini Page Layouts on page 2513 for details on configuring the event detail or task detail overlays.

Click a time such as 9:00 AM to add an event at that time. Alternatively, double-click a time slot to enter the details of the event in an interactive overlay. Note that your administrator controls the availability of click-and-create events; see Enable Click-and-Create Events on Calendar Views on page 1360. Reschedule an appointment by dragging an item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Note that your administrator controls the availability of drag-and-drop calendar editing; see Enable Drag-and-Drop Editing on Calendar Views on page 1360. Drag-and-drop editing is not available for multiday events.

117

Activities

Using the Calendar Week View

• • • • •

Navigate the calendar using the calendar icons. Click Today to display the day view for today. Click [Change] to switch to the calendar of another user, a public calendar, or a resource calendar; see Viewing Other Calendars on page 120. Click [Share My Calendar] to set your personal calendar sharing; see Granting Access to Your Calendar on page 41. Click Printable View to display the current calendar view in a print-ready format; see Printing Your Calendar on page 121.

In the multi-user day view, you can view the events of multiple users for the specified day. For more information, see Using Multi-User Calendar Views on page 122. Note: An event that spans more than one day (for example, a client meeting from 10 PM Friday to 2 AM Saturday), always displays on both days in calendar views.

See Also:
Using the Calendar Week View Using the Calendar Month View Viewing Event Details Creating Events Editing Events

Using the Calendar Week View
Available in: All Editions

When viewing your calendar, click In single user week view, you can: • • •

to open the week view.

• •

See the events scheduled for the specified week. Hover your mouse over the subject of an event to see the details of the event in an overlay. Click the Add Event icon ( ) to add an event on the appropriate day. Alternatively, double-click a time slot to enter the details of the event in an interactive overlay. Note that your administrator controls the availability of click-and-create events; see Enable Click-and-Create Events on Calendar Views on page 1360. Click the date—for example, 26 for March 26th—to drill down to the day view for that day. Reschedule an appointment by dragging an item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Note that your administrator controls the availability of drag-and-drop calendar editing; see Enable Drag-and-Drop Editing on Calendar Views on page 1360. Drag-and-drop editing is not available for multiday events.

• •

Navigate the calendar using the calendar icons. Click This Week to display the week view for the current week.

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Activities

Using the Calendar Month View

• • • •

Click [Change] to switch to the calendar of another user, a public calendar, or a resource calendar; see Viewing Other Calendars on page 120. Click [Share My Calendar] to set your personal calendar sharing; see Granting Access to Your Calendar on page 41. Click Printable View to display the current calendar view in a print-ready format; see Printing Your Calendar on page 121. Select Show Weekends to display Saturday and Sunday. Tip: On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 134.

In the multi-user week view, you can view the events of multiple users for the specified week. For more information, see Using Multi-User Calendar Views on page 122. Note: An event that spans more than one day (for example, a client meeting from 10 PM Friday to 2 AM Saturday), always displays on both days in calendar views.

See Also:
Using the Calendar Day View Using the Calendar Month View Viewing Event Details Creating Events Editing Events

Using the Calendar Month View
Available in: All Editions

When viewing your calendar, click In single user month view, you can: • • • • • • • • •

to open the month view.

See the events scheduled for the specified month. Hover your mouse over the subject of an event to see the details of the event in an overlay. Click the Add Event icon ( ) to add an event on the appropriate day. Click the date—for example, 26 for March 26th—to drill down to the day view for that day. Click the appropriate Week link to drill down to the week view for that week. Navigate the calendar using the calendar icons. Click This Month to display the month view for the current month. Click [Change] to switch to the calendar of another user, a public calendar, or a resource calendar; see Viewing Other Calendars on page 120. Click [Share My Calendar] to set your personal calendar sharing; see Granting Access to Your Calendar on page 41.

119

Activities

About Event Detail Overlays

Click Printable View to display the current calendar view in a print-ready format; see Printing Your Calendar on page 121.

In the multi-user month view, you can view the events of multiple users for the specified month. For more information, see Using Multi-User Calendar Views on page 122. Note: An event that spans more than one day (for example, a client meeting from 10 PM Friday to 2 AM Saturday), always displays on both days in calendar views.

See Also:
Using the Calendar Day View Using the Calendar Week View Viewing Event Details Creating Events Editing Events

About Event Detail Overlays
Available in: All Editions

When viewing a calendar, you can hover your mouse over an event to display the event detail overlay. The event detail overlay is a hover popup that shows information about the event and allows you to quickly edit or delete the event. The information presented on the event detail overlay is configured by your administrator. See Defining Mini Page Layouts on page 2513 for details on configuring the event detail overlay. Depending on the layout of the event detail overlay, you may be able to click on fields on the overlay to see more detail. For example, if there is a contact associated with the event, and the event detail includes that information, you can click on the contact name to go to the contact detail page.

See Also:
Using Your Calendar and Tasks on the Home Page

Viewing Other Calendars
Available in: All Editions

In a single user calendar view, you can switch to the calendar of another user, a public calendar, or a resource calendar: 1. Click [Change] to open the calendar lookup window. 2. As necessary, search for the desired calendar:

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Activities

Sharing Your Calendar

a. Choose either “User Calendars” or “Public Calendars & Resources” from the drop-down list. b. In the Search field, enter all or part of the appropriate user, public calendar, or resource name. c. Click Go!. 3. Click the appropriate name to switch to that calendar. Note: When viewing a resource calendar, you cannot add a new event. You can add events to resource calendars only by inviting the resource to an event. To reset your view to your own calendar, click Back to My Calendar (not available in Personal Edition).

See Also:
Granting Access to Your Calendar Creating an Event in a Public or Resource Calendar Viewing Your Calendar

Sharing Your Calendar
Available in: All Editions

From a calendar day, week, or month view, click Share My Calendar to change how others are allowed to view your calendar. For more information, see Granting Access to Your Calendar on page 41. Note: Regardless of whether your organization's sharing settings specify using hierarchies, activities associated with a record are still visible to users above the activity’s assignee in the role hierarchy.

See Also:
Viewing Your Calendar Viewing Other Calendars

Printing Your Calendar
Available in: All Editions

To print your calendar, click Printable View from any of the calendar views. On a printable view, you can: • • • Click Print This Page to send the printable view to a printer. Click the Next arrow ( ) and Previous arrow ( ) to change the displayed date or dates. Click Today, This Week, or This Month depending on the view to display the current date or dates.

121

Activities

Using Multi-User Calendar Views

In addition: • • On day and week views, you can view a list of tasks that can be customized by selecting an option from the drop-down list. On multi-user views, you can select an option from the Sort by drop-down list to customize the display. Select Time to include all users' events on a single calendar, or select User to display a separate calendar for each user.

See Also:
Viewing Your Calendar

Using Multi-User Calendar Views
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

To display the calendars of several users on the same page, click the Multi-User View icon ( In the multi-user calendar view, you can: •

).

• •

Select which calendars display by selecting, editing, and creating user list views. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. See the availability of each user. Consult the legend on the page to see which color indicates Busy or Out of Office time. If a user has multiple events scheduled for a particular time, all of those events display on the calendar. Note that events marked as Free in the Show Time As field of their event details do not display in the multi-user calendar view. Hover your mouse over a colored bar to see more details about an event. Create an event and invite multiple users. Check the boxes next to the users you want to invite, then click New Event. Alternatively, click the Add Event ( ) icon for the appropriate day. Note: Administrators can enable a setting for multi-user calendar views that displays event details on-screen. For more information, see Show Event Details on Multi-User Calendar View on page 1153. Drag-and-drop editing is not available on multi-user calendar views.

Multi-user calendar views work differently in the partner portal, for example, partners can only view calendar information for users in their own company and for their channel manager. For more information, download the Partner Portal User Help.

See Also:
Viewing Your Calendar Granting Access to Your Calendar Inviting People to an Event

122

Activities

Viewing Event Details

Viewing Event Details
Available in: All Editions Multi-person events not available in: Personal Edition

To view the details of an event: • Go to the Calendar section of the Home tab and hover your mouse over or click the subject of an event on the Schedule Meetings subtab. Only upcoming events display in the Calendar section. Once the event date has passed, the event displays on the Activity History related list. • • From a calendar view, hover your mouse over an event to see the event's details in an event detail overlay. On the detail page of an associated record, click the subject line of the event from the Open Activities or Activity History related lists.

To see all of your scheduled events for a specific day, week, or month, use the calendar icons to switch between different views.

Viewing Event Updates and Comments (Chatter)
Display a Chatter feed of updates, comments, and posts about the event. Note: Unlike other records, you don't auto-follow events or tasks in Chatter after you create them.

Viewing Multi-Person Event Details
For events with invitees, the detail page lists the users that have been invited and whether they have accepted or declined the event. If you've been invited to the event, click Accept Event or Decline Event to let the organizer know if you'll be attending the event. These buttons only appear for invitees (not organizers). You can clone a multi-person event from the event detail page. This lets you quickly create another event with the same invitees. However, you can't clone standard or recurring events.

Viewing Recurring Event Details
The recurrence icon ( ) identifies events that are part of a recurring series. To view the details of the individual event occurrence, select the View Event subtab (located above the task details). To view the details of the entire event series, select the View Series subtab .

See Also:
About Event Detail Overlays Creating Events Editing Events Activity Fields

123

Activities

Creating Events

Creating Events
Available in: All Editions

User Permissions Needed To create events: To add attachments to events: “Edit Events” Attachments related list added to event page layouts

1. Begin creating an event by doing one of the following: • • • • From the Create New drop-down list in the sidebar, click Event. From the Calendar section of the Home tab, click New Event. From the Open Activities related list of an associated record, click New Event. On the day view of the calendar, click on a time to create an event for that time. Alternatively, double-click a time slot to enter the details of the event in an interactive overlay. Note that your administrator controls the availability of click-and-create events; see Enable Click-and-Create Events on Calendar Views on page 1360. On the week view of the calendar, click the Add Event Icon ( ) next to a date to create an event on that date. Alternatively, double-click a time slot to enter the details of the event in an interactive overlay. Note that your administrator controls the availability of click-and-create events; see Enable Click-and-Create Events on Calendar Views on page 1360. On the month view of the calendar, click the Add Event Icon ( ) next to a date to create an event on that date. On a multi-user calendar, select the users to invite, and click New Event.

• •

2. Enter the details of the event such as subject, start date and time, and end date and time. To assign the event to a partner user, select Partner User from the Assigned To drop-down list. Note: If multiday events are enabled for your organization, you can create events that last up to 14 days.

If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Description field. Note that the Check Spelling button must be enabled separately for events and tasks. Spell Checker does not support all the languages that Salesforce.com supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. Optionally, select Create Recurring Series of Events to specify how often the event repeats. For more information, see Creating Recurring Events on page 126. Note: Each occurrence in a series of recurring events cannot last longer than 24 hours. Once the recurring event series is created, you can extend the length of individual occurrences beyond 24 hours, if multiday events are enabled. To enable multiday events, see Customizing Activity Settings on page 1152. 3. If attachments are enabled, you can attach files by clicking Add Attachment on the Attachments related list. For recurring events, the attachment is added to the series of events. Each occurrence of the recurring event can also have its own unique set of attachments.

124

Activities

Viewing Event Updates (Chatter)

4. Optionally, set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. 5. Optionally, click Add Invitees to make the event a multi-person event to which users, contacts, leads, or resources are invited. For more information, see Inviting People to an Event on page 127. 6. Click Save. Alternatively, click Save & New Task to save the event and create a new task or Save & New Event to save and create an additional event.

See Also:
Editing Events Activity Fields Creating an Outlook Appointment for an Event

Viewing Event Updates (Chatter)
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the event. Note: If Salesforce Chatter isn't enabled, contact your administrator.

• •

Show or hide Chatter feeds using the Show Chatter and Hide Chatter links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the update, click All Updates.

Following Events
When you follow an event, your Chatter feed on the Home tab includes field changes and event feed updates. Note: Unlike other records, you don't auto-follow events or tasks in Chatter after you create them.

• •

To follow an event, click Follow. To stop following, click Following . The Followers list shows you who is following the event. To view a full list, click Show All.

See Also:
Chatter Overview Using Chatter Feeds

125

Activities

Creating Recurring Events

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, for example a weekly staff meeting that occurs every Monday at 11:00 AM. This topic describes how to complete the Recurrence section on the New Event page. For general instructions on creating an event, see Creating Events on page 124. Note: Each occurrence in a series of recurring events cannot last longer than 24 hours. Once the recurring event series is created, you can extend the length of individual occurrences beyond 24 hours, if multiday events are enabled. To enable multiday events, see Customizing Activity Settings on page 1152. 1. Select the Create Recurring Series of Events checkbox. 2. Select the frequency of recurrence. Note: Depending on the type of series you are creating, the maximum number of occurrences is as follows: • • • • Daily: 100 Weekly: 53 Monthly: 60 Yearly: 10

3. Set the start date and end date. Click Calculate max end date to automatically set the maximum end date allowed based on the frequency you selected. 4. Optionally, set a reminder on the recurring event. The reminder applies to each occurrence in the event series. Note: You can't follow recurring events and tasks in Chatter, nor individual instances of recurring events and tasks. Changes to an individual event or task in a recurring series or to the series itself won't show up in your Chatter feed.

See Also:
Editing Recurring Events Inviting People to an Event Viewing Your Calendar

126

Activities

Inviting People to an Event

Inviting People to an Event
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To invite people to an event: “Edit Events”

You can invite users, contacts, leads, or resources to an event. An event with one or more invitees is marked with the multi-person event icon ( ). This topic describes how to complete the Invite Others section on the New Event page. For general instructions on creating an event, see Creating Events on page 124. 1. Click Add Invitees in the Invite Others section. 2. In the popup window, search for invitees: a. Select the appropriate type of invitee from the drop-down list: users, leads, contacts, or resources. Person accounts are returned in contact searches and can be added as invitees. b. Enter a name or part of a name in the text field, or leave the field blank to expand the search. c. Click Go!. 3. In the Search Results area, select the boxes next to the people you want to invite and click Insert Selected. To add more invitees, perform a new search and select more people as needed. Note: Events that occur only once can have a maximum of 1000 invitees and resource. Recurring events with invitees can have a maximum of 100 invitees and resources. You must have at least read access to the contacts and leads you invite to an event. You must have at least “Add Events” on a resource to invite it to an event. 4. Click Done to add the selected people to the event. 5. Review the calendar of each invitee and adjust the date and time of the event, if necessary. The availability of invitees is indicated in color on their calendars: busy time is blue and out-of-office time is purple. If an invitee has more than one activity scheduled for a particular time, all of those events will be shown on the calendar. You can hover your mouse over any event on the calendar to see the event details. Note: Events marked as free are not displayed.

6. Click Save & Send Invitation.

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Activities

Creating an Event in a Public or Resource Calendar

Invited leads, contacts, and person accounts receive an email containing a link to a web page where they can accept or decline the invitation for the event or event series. You will also receive an email summary of the event. If an invited resource is available at the given time, it will automatically accept the invitation. You can't double-book resources.

See Also:
Responding to Events Editing Events Creating Recurring Events Viewing Your Calendar

Creating an Event in a Public or Resource Calendar
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create an event in a public or resource calendar: “Edit Events”

Adding Events to Public Calendars
To add an event to a public calendar: 1. On a calendar view, click [Change] to switch to the appropriate public calendar. 2. Choose the appropriate time and date of the new event: • • On the day view, click a time such as 9:00 AM to add an event at that time. On the week or month view, click the Add Event icon ( ) to add an event on a particular date.

3. Enter the details of your event. For details, see Creating Events on page 124. 4. Click Save. Alternatively, click Save & New Task to save the event and immediately begin creating a new task or Save & New Event to save and begin creating an additional event.

Adding Events to Resource Calendars
To add an event to a resource calendar, invite the resource to the event. For details, see Inviting People to an Event on page 127.

See Also:
Editing an Event in a Public or Resource Calendar Managing Public and Resource Calendars Viewing Your Calendar

128

Activities

Editing Events

Editing Events
Available in: All Editions

User Permissions Needed To edit events: To add attachments to events: “Edit Events” Attachments related list added to event page layouts

1. To edit an event, begin from one of the following locations: • • • On the Home tab, click the subject of an event listed in the Calendar section, and then click Edit. Alternatively, hover your mouse over the subject of an event to display the details of the event in an overlay, and then click Edit. On a calendar view, click the subject of an event. Alternatively, hover your mouse over an event to see the event's details, and then click Edit. On single user daily and weekly calendar views, you can: Reschedule an appointment by dragging the item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Note that your administrator controls the availability of drag-and-drop calendar editing; see Enable Drag-and-Drop Editing on Calendar Views. Drag-and-drop editing is not available for multiday events. Create an appointment by double-clicking a time slot and entering the details in an interactive overlay. Note that your administrator controls the availability of click-and-create events; see Enable Click-and-Create Events on Calendar Views on page 1360.

-

• •

On the Open Activities or Activity History related list of an associated record, click Edit next to the appropriate event. On an activities list view, click Edit next to the appropriate event.

2. Change the event fields as needed. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Description field. Note that the Check Spelling button must be enabled separately for events and tasks. Spell Checker does not support all the languages that Salesforce.com supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. 3. Optionally, set a reminder on the event by selecting Reminder and choosing how long before the event you want to be reminded. 4. If attachments are enabled, you can attach files by clicking Add Attachment on the Attachments related list. For recurring events, the attachment is added to the series of events. Each occurrence of the recurring event can also have its own unique set of attachments. 5. Click Save. Note: Review the following considerations about who can edit events: • Permission to edit other users’ events is controlled by your organization's calendar sharing model and your personal calendar sharing. However, regardless of these settings, managers in the role hierarchy can always edit the events of people who report to them.

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Activities

Editing Multi-Person Events

Private events can be edited only by the event owner (the user assigned to the event) and users with the “Modify All Data” permission.

See Also:
Editing Multi-Person Events Editing Recurring Events Editing an Event in a Public or Resource Calendar Creating Events Activity Fields

Editing Multi-Person Events
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To edit multi-person events: “Edit Events”

Multi-person events are marked with the multi-person event icon ( ). To change the details of a multi-person event that you own: 1. Open the detail page of the event and click Edit. 2. Change the details and invitees of the event as desired. In the Email Option drop-down list, choose whether to send an email update to all invited users or only the users you added or deleted during editing. 3. Click Save & Send Update to save the event and send an update email to the invitees. Alternatively, click Save to save your changes without sending an email. All changes will be reflected on the calendars of invited users. Note: You can only edit a multi-person event if you are the event owner. As the event owner, you don't receive email when an invitee accepts or declines an invitation. You can reassign a multi-person event to a new owner unless the event is part of a recurring event series.

See Also:
Responding to Events Editing Recurring Events Editing Events Viewing Event Details

130

Activities

Editing Recurring Events

Editing Recurring Events
Available in: All Editions

User Permissions Needed To edit recurring events: “Edit Events”

Note: You can't follow recurring events and tasks in Chatter, nor individual instances of recurring events and tasks. Changes to an individual event or task in a recurring series or to the series itself won't show up in your Chatter feed. To change the details of an event that is part of a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record, and then click the View Event subtab. Alternatively, mouse over the event in any calendar, and click Edit. 2. Click Edit Event. 3. Change the event fields. 4. If this is an multi-person event, choose whether to send an email update to all invited users or just the users you added or deleted during editing. Click Save & Send Update to save the event and send an update email, or just click Save to save your changes without sending an email. All changes will be reflected on the calendars of users that have accepted the event. Note: Changes made to a future event that is part of a series of recurring events will be overwritten if the series frequency is changed.

To change the details of a series of events: 1. Select an event from the calendar on the Home tab or from the Open Activities or Activity History related list of a record. 2. Select the View Series subtab and then click the Edit Series button. Alternatively, click the Edit Series link in the Recurrence section of the detail page. 3. Modify the fields for this series of events. Changes made will not affect events in the series that have occurred in the past. Caution: If you change any of the details in the recurrence section of the series, all future events that were part of the series will be deleted and new events will be created. Any changes made to individual events that have not yet occurred, including any responses from invitees, will be lost. 4. If the series includes invitees, and you want to notify all the invitees of the changes, click Save & Send Update. If you do not want to send updates to all invitees, click Save. Note: If you have changed the time or frequency of the events in the series, and you do not send updates, the response status (accepted, declined, or not responded) for each invitee will not change. If the invitee did not decline

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the original invitation, the events will be added to the invitee's calendar. If you extend the end date but make no other changes, existing events responses will not be changed unless you send updates.

See Also:
Creating Recurring Events Editing Multi-Person Events Editing Events

Editing an Event in a Public or Resource Calendar
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To edit an event in a public or resource calendar: “Edit Events”

Note: Permission to edit events in public and resource calendars is controlled by the calendar sharing model.

1. On a calendar view, click [Change] to switch to the appropriate public calendar. 2. To edit an event, begin from one of the following locations: • • • On the Home tab, click the subject of an event listed in the Calendar section, and then click Edit. Alternatively, hover your mouse over the subject of an event to display the details of the event in an overlay, and then click Edit. On a calendar view, click the subject of an event. Alternatively, hover your mouse over an event to see the event's details, and then click Edit. On single user daily and weekly calendar views, you can: Reschedule an appointment by dragging the item on your calendar to a different time. For best results, place your mouse over the subject line of the event before dragging it. If the item is a recurring event ( ), only the single occurrence that you drag is changed, not the entire series. Note that your administrator controls the availability of drag-and-drop calendar editing; see Enable Drag-and-Drop Editing on Calendar Views. Drag-and-drop editing is not available for multiday events. Create an appointment by double-clicking a time slot and entering the details in an interactive overlay. Note that your administrator controls the availability of click-and-create events; see Enable Click-and-Create Events on Calendar Views on page 1360.

-

• •

On the Open Activities or Activity History related list of an associated record, click Edit next to the appropriate event. On an activities list view, click Edit next to the appropriate event.

3. Change the event fields as needed.

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4. Click Save.

See Also:
Managing Public and Resource Calendars Creating an Event in a Public or Resource Calendar Editing Multi-Person Events Editing Events

Responding to Events
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

When another user invites you to an event, you receive an email containing a link to the event. The event also displays on your Home tab if your home page layout includes your calendar. To accept or decline the event: 1. Click the event description. 2. Optionally, enter a response. 3. If the event is a single event, click Accept Meeting or Decline Meeting. If you have been invited to a series of events, click Accept Series or Decline Series. Note: If you want to attend some of the events in a series of events, but want to decline other events in the series, accept the series and then decline the specific events you will not attend.

To create an Outlook appointment for your event, click Add to Outlook. The event immediately opens in Outlook. If it does not open, save it to your computer as a .vcs file, open the file with Outlook, and then save the event. The Outlook appointment is tagged with the “salesforce.com” category so that duplicates are not created during synchronization.

See Also:
Inviting People to an Event Editing Multi-Person Events Viewing Activities

Creating an Outlook Appointment for an Event
Available in: All Editions

To add an event to Outlook: 1. Select an event from the Calendar on the Home tab or from the Open Activities or Activity History related list of a record. 2. Click Add to Outlook.

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3. Click open to immediately add it to Outlook, or save it to your computer as a .vcs file. If you save it as a .vcs file, import the file with Outlook. The Outlook appointment is added to the “salesforce.com” folder. Note: You can also sync your Salesforce.com events to Outlook using Salesforce for Outlook.

See Also:
Creating Events Using Connect for Outlook Salesforce for Outlook Overview

Working with Drag-and-Drop Scheduling
Available in: All Editions

User Permissions Needed To enable drag-and-drop scheduling: To create events: “Customize Application” “Edit Events”

Drag-and-drop scheduling enables you to create events associated with records by dragging records from list views on to weekly calendar views and entering the details of the event in an overlay. This allows you to schedule events without leaving the list view page. Drag-and-drop scheduling is available on list views for accounts, contacts, and leads. After your administrator sets up drag-and-drop scheduling, you can click the Open Calendar link at the bottom of a list view to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. When the calendar is open, you can: • • • • • • • Select the Change link to switch to any calendar to which you have access Click the Previous Week ( ) and Next Week ( ) icons to view the previous or next weeks in the calendar Click the Date Picker icon ( ) to choose a specific date on which to view the calendar Select the This Week link to view the current week in the calendar Select the Show Weekends checkbox to display weekends on the calendar Click the Close icon ( ) to close the calendar at any time. Alternatively, you can click the bottom of the list view to close the calendar. Drag the bar in between the list view and calendar to resize the height of either one Close Calendar link at the

Setting Up Drag-and-Drop Scheduling
Users with the “Customize Application” permission can set up drag-and-drop scheduling. To set up drag-and-drop scheduling: 1. Click Your Name ➤ Setup ➤ Customize ➤ User Interface.

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Viewing Tasks

2. Select the Enable Drag-and-Drop Scheduling on List Views checkbox. To select the Enable Drag-and-Drop Scheduling on List Views checkbox, you must select the Enable Drag-and-Drop Editing on Calendar Views and Enable Click-and-Create Events on Calendar Views checkboxes. For more information, see Customizing User Interface Settings on page 1358. 3. Click Save. 4. Optionally, define event mini page layouts to include the fields you want users to update in the event edit overlay: a. b. c. d. Click Your Name ➤ Setup ➤ Customize ➤ Activities ➤ Event Page Layouts Select an events page layout name. Click Mini Page Layout. Select which fields to display in the event edit overlay. For more information, see Defining Mini Page Layouts on page 2513. e. Click Save.

Tips on Drag-and-Drop Scheduling
Consider the following for drag-and-drop scheduling: • • • • • • The Open Calendar link only appears at the bottom of list views for accounts, contacts, and leads. Drag-and-drop scheduling is not available for the Console tab, multi-person events, recurring events, accessibility mode, or Connect Offline. List views that include drag-and-drop scheduling may take slightly longer than usual to display. We recommend adding the All Day Event field to the event mini page layout, as that field is not automatically added to event mini page layouts. The All Day Event field allows users to specify whether an event lasts all day. Drag-and-drop scheduling includes enhanced lists; however, you do not need to enable enhanced lists for drag-and-drop scheduling to work. For more information, see Working with Enhanced Lists on page 233. When you drag the bar in between the list and calendar to resize either one, the size is automatically saved for all views in which you use drag-and-drop scheduling. You can resize the list and calendar at any time.

See Also:
Creating Custom List Views

Viewing Tasks
Available in: All Editions

Tasks allow you to track the specific actions you plan to perform or have performed, such as making phone calls or sending mail. To view the details of a task, click the task's subject from any of the following locations: • • • • • The My Tasks section of the Home tab The calendar day view An activities list view The Open Activities related list on an associated record The Activity History related list on an associated record

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Creating Tasks

The recurrence icon ( ) identifies tasks that are part of a recurring series. To view the details of the individual task occurrence, select the View Task subtab (located above the task details). To view the details of the entire task series, select the View Series subtab . If your organization has enabled Email-to-Case or On-Demand Email-to-Case, some tasks may be associated with Email-to-Case or On-Demand Email-to-Case emails. Click the link at the top of the task to view the associated email. See Working with Case Emails on page 2432 for more information.

See Also:
Creating Tasks Editing Tasks Closing Tasks Using Your Calendar and Tasks on the Home Page Activity Fields

Creating Tasks
Available in: All Editions

User Permissions Needed To create tasks: To add attachments to tasks: “Edit Tasks” Attachments related list added to tasks page layouts

Tasks allow you to track the specific actions you plan to perform or have performed, such as making phone calls or sending mail. 1. To create a task, do one of the following: • • • Click New from the My Tasks section of the Home tab Click Task from the Create New drop-down list in the sidebar Click New Task from the Open Activities related list of an associated record

You can also create tasks from other locations in Salesforce.com. 2. Enter the details of the task: •
Assigned To—Assigned owner of task. By default, the task is assigned to the creator. To assign the task to another

• • •

user, enter a user’s name, or select a user with the lookup icon. This field is not available in Personal Edition. To assign independent copies of a new task to multiple users, see Creating Group Tasks on page 138. Subject—The subject or short description of the task, for example, “Email quote to customer.” You can enter a subject, or select from a picklist of previously defined subjects. Due Date (optional)—Date when the task should be completed. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. Comments (optional)—Text note describing the task. This field can hold up to 32KB of data.

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Creating Tasks

• •

Related To (optional)—The record that the task is associated with such as an account or opportunity. This field is

not available when you associate the task with a lead instead of a contact. Name (optional)—Contact or lead associated with the task. You can enter the name of the person or use the lookup icon to select the name.

3. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Comments field. Note that the Check Spelling button must be enabled separately for events and tasks. Spell Checker does not support all the languages that Salesforce.com supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. 4. If attachments are enabled, you can attach files by clicking Add Attachment on the Attachments related list. For recurring tasks, the attachment is added to the series of tasks. Each occurrence of the recurring task can also have its own unique set of attachments. Sending a notification email also sends the attachment. 5. Specify the status and priority of the task. 6. Select the Send Notification Email checkbox to send a notification email to the task's assignee when you save the task. To save the current state of the checkbox as your personal default, select Make this the default setting. For administrative information about the Send Notification Email checkbox, see Notes on Page Layouts on page 1119. 7. To create a recurring task: a. Select the Create Recurring Series of Tasks checkbox. The Due Date field is disabled because recurring tasks do not all have the same due dates. b. Select the frequency of recurrence. Note: Depending on the type of series you are creating, the maximum number of occurrences is as follows: • • • • Daily: 100 Weekly: 53 Monthly: 60 Yearly: 10

c. Set the start date and end date. Click Calculate max end date to automatically set the maximum end date allowed based on the frequency you selected. 8. Optionally, set a reminder on the task. If you are creating a recurring task, the reminder applies to each occurrence in the task series. 9. Click Save. Alternatively, click Save & New Task to save the task and begin creating another task, or click Save & New Event to save the task and begin creating an event. Once the task is complete, close the task.

See Also:
Using Your Calendar and Tasks on the Home Page Using the Open Activities Related List Viewing Tasks Editing Tasks Setting Reminders on Activities

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Creating Group Tasks

Creating Group Tasks
Available in: All Editions

User Permissions Needed To create tasks: To add attachments to tasks: “Edit Tasks” Attachments related list added to tasks page layouts

You can create a task so that up to 100 users are each assigned an independent copy of the task. For example, you could create a task “Submit your expense reports” with the appropriate due date and assign it to a team of account executives. This functionality is enabled by default, but your administrator can choose to disable it for your organization. For more information, see Customizing Activity Settings on page 1152. To create a group task: 1. On the New Task page, click the lookup icon ( ) next to the Assigned To field. 2. In the lookup window, select the Multiple Users tab. 3. Users can be organized into various categories such as personal groups, public groups, roles, or territories. In the Search drop-down list, select the appropriate option. 4. Optionally, enter one or more characters in the text box and click Find to perform a search. 5. In the Available Members list, click one or more items to select them. Press CTRL+click to select multiple items individually, or SHIFT+click to select multiple adjacent items at the same time. 6. Click the Add and Remove buttons to move your selections between the lists. 7. When the appropriate choices are in the Selected Members list, click Done. If your selections total more than 100 users, you must reduce your selections before you can proceed. 8. On the New Task page, see your selections display next to the Assigned To field. The total number of tasks you are creating also displays. 9. Continue entering task details such as due date, status, and comments. Note: When a task is assigned to multiple users or a group, the Create Recurring Series of Tasks checkbox is disabled. You cannot create group recurring tasks. 10. When you save the task, your selected users will be assigned copies of the task. Note that these copies are independent and not linked; they can be edited, transferred, or deleted individually. Tip: Personal groups are a convenient way to organize users into groups that are meaningful to you. For details, see Creating and Editing Groups on page 549.

See Also:
Creating Tasks

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Editing Tasks

Editing Tasks
Available in: All Editions

User Permissions Needed To edit tasks: To add attachments to tasks: “Edit Tasks” Attachments related list added to tasks page layouts

To edit a task: 1. Click the subject of the task from any of the following locations: • • • • • The My Tasks section of the Home tab The calendar day view An activities list view The Open Activities related list on an associated record The Activity History related list on an associated record

2. For non-recurring tasks, click Edit. 3. For tasks that are part of a recurring series: • • To edit an individual task occurrence, select the View Task subtab, and click Edit Task. To edit an entire task series, select the View Series subtab and click Edit Series. Alternatively, click the Edit Series link in the Recurrence section of the detail page. Note: When editing recurring tasks, keep the following in mind: • • Changes you make to an individual task occurrence are overwritten if the task series is subsequently updated with conflicting information. If you change any of the details in the recurrence section of the series, all open tasks that were part of the series will be deleted and new tasks will be created. Any changes made to individual open tasks that have not yet occurred will be lost.

4. Change the task fields as needed. Tip: • If Spell Checker is enabled for your organization, click Check Spelling to spell-check the contents of the Comments field. Note that the Check Spelling button must be enabled separately for events and tasks. Spell Checker does not support all the languages that Salesforce.com supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. Select the Send Notification Email checkbox to send a notification email to the task's assignee when you save the task. To save the current state of the checkbox as your personal default, select Make this the default setting. For administrative information about the Send Notification Email checkbox, see Notes on Page Layouts on page 1119. You cannot change the status of an entire recurring task series. To change the status, you must edit each occurrence in the recurring series.

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Deleting Recurring Tasks

5. If attachments are enabled, you can attach files by clicking Add Attachment on the Attachments related list. For recurring tasks, the attachment is added to the series of tasks. Each occurrence of the recurring task can also have its own unique set of attachments. 6. Click Save.

See Also:
Viewing Tasks Closing Tasks Setting Reminders on Activities Activity Fields

Deleting Recurring Tasks
Available in: All Editions

User Permissions Needed To delete recurring tasks: “Edit Tasks”

To delete a single task occurrence or an entire task series: 1. Click the subject of the task from any of the following locations: • • • • • The My Tasks section of the Home tab The calendar day view An activities list view The Open Activities related list on an associated record The Activity History related list on an associated record

2. Do one of the following: • • To delete an individual task occurrence, select the View Task subtab located above the task details, and click Delete Task. To delete a task series, select the View Series subtab, click Delete Series and click OK to confirm the deletion.

Deleted tasks are moved to the Recycle Bin. Note: When you delete a task series: • • Closed task occurrences are not deleted. Only future task occurrences are placed in the Recycle Bin.

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Activities

Closing Tasks

To restore a series from the Recycle Bin, you must restore each task occurrence. Salesforce.com restores series and occurrence-specific task details.

See Also:
Creating Tasks Editing Tasks Viewing Tasks

Closing Tasks
Available in: All Editions

User Permissions Needed To edit tasks: “Edit Tasks”

To close tasks: 1. On the My Tasks section of the Home tab or on the My Tasks section of the calendar day view, click X next to the appropriate task. Alternatively, in the Open Activities related list on an associated record, click Cls next to the appropriate task. To close all tasks in a recurring series, you must close each occurrence separately. 2. Click Save to accept the changed Status value. 3. Click Save. The closed task displays in the Activity History related list of the associated record. Note: By default, the status changes to “Completed” when you click X or Cls. However, if your administrator has customized the task status picklist, then the value changes to the first value for which the Closed checkbox is selected according to the current order of picklist values. For example, if your administrator has customized the task status picklist values so that both “Completed” and “Deferred” are defined as Closed and “Deferred” is above “Completed” in the current order of picklist values, then clicking X or Cls sets the status value to “Deferred.”

See Also:
Viewing Tasks Editing Tasks Using the Activity History Related List

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About the Request a Meeting Feature

About the Request a Meeting Feature
Available in: All Editions

User Permissions Needed To request a meeting: “Edit Events” AND “Send Email”

Watch a Demo (3 minutes) When you request a meeting with a contact, lead, or person account, Salesforce.com creates a unique Web page for your meeting that displays the proposed meeting times. When invitees visit the page, they select the times that work for them, and send you a reply. Salesforce.com tracks all the responses so you can pick the best time to meet when you confirm the meeting. The following sections provide an overview of how to request a meeting with your customers. Step 1: You Request a Meeting and Propose Meeting Times Go to the contact or lead detail page of the customer you want to request a meeting with, and click New Meeting Request on the Open Activities related list. The Meeting Request page opens.

1. Click To to invite other Salesforce.com users, leads, contacts, or person accounts to the meeting. 2. Click in the calendar to propose up to five meeting times, or let Salesforce.com propose times for you. Step 2: Invitees Pick the Times They Can Meet Salesforce.com emails a meeting request to the invitees so they can pick the times they are available.

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About the Request a Meeting Feature

1. In the meeting request, invitees click Respond to This Request to open your meeting's Web page. 2. On the meeting Web page, invitees pick the proposed times that work for them and send you a reply. Step 3: You Confirm the Meeting Salesforce.com keeps track of all the responses so you can see when each invitee is available. You then select the best time to meet and confirm the meeting.

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Requesting a Meeting With Contacts, Leads, and Person Accounts

Requesting a Meeting With Contacts, Leads, and Person Accounts
Available in: All Editions

User Permissions Needed To request a meeting: “Edit Events” AND “Send Email”

Watch a Demo (2:45 minutes) Note: The request a meeting feature isn't supported in Microsoft® Internet Explorer version 6.0.

Before you request a meeting, note the following: • • • • You must have at least read access to the contacts, leads and person accounts that you request a meeting with. Each invitee must have an email address specified in their record so Salesforce.com can send them a meeting request. You can invite up to 50 people to a meeting. We recommend you install Salesforce for Outlook, Connect for Outlook, or Connect for Lotus Notes so you can sync your calendar events between Salesforce.com and Outlook or Lotus Notes. When proposing meeting times, it's helpful to have your Salesforce.com calendar up-to-date so you can see your free and busy times. To request a meeting: 1. Go to the detail page for the contact, lead, or person account you want to invite to a meeting. 2. Click New Meeting Request from the Open Activities related list. If this button doesn't display, ask your Salesforce.com administrator to add it. 3. Click To to invite other Salesforce.com users, leads, contacts, or person accounts to the meeting. a. Select the type of invitee from the drop-down list. Person accounts are returned in contact searches and can be added as invitees. b. Enter a name or part of a name in the text field, or leave the field blank to expand the search. c. Click Go!. d. In the Search Results area, select the boxes next to the people you want to invite and click Insert Selected. To add more invitees, perform a new search and select more people as needed.

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Requesting a Meeting With Contacts, Leads, and Person Accounts

If there's a warning icon ( ) next to a person's name, you can't invite them to the meeting because they don't have an email address specified in their record. Once you add an email address to their record, you can invite them to meetings. e. Click Done. To remove someone you just invited, click “x” next to their name in the To field. You can remove all invitees except the first contact, lead or person account that you requested a meeting with. 4. Enter a subject and location. The default subject is a combination of the account name for the lead or contact and the company name specified in your personal information. For example, if you're meeting with a contact from the Sterling company and you work for ACME, the default subject is Sterling and ACME. The default location is always To be determined. 5. Select one of the following tabs: • • I propose meeting times—Propose up to five meeting times by picking times in the calendar. See Tips for Proposing Meeting Times on page 146 Let Salesforce.com propose meeting times—Choose the duration and time frame of the meeting and let Salesforce.com propose up to five meeting times for you. See Tips for Letting Salesforce.com Propose Meeting Times on page 147

6. Click Next. 7. Write a message to the invitees, and click Send. Note the following: • • Your email signature is automatically added to your message. After you click Send, Salesforce.com emails a meeting request to the invitees. In the meeting request, invitees click Respond to This Request to open your meeting's Web page. On the meeting Web page, invitees pick the proposed times that work for them and send you a reply. • • Your meeting's Web page displays all messages between you and the invitees. This includes messages that invitees write when responding to your request. The meeting appears on the Open Activities related list for the person you requested a meeting with, but not on the Open Activities related list for any of the other contacts or leads you invited to the meeting. For example, if you requested a meeting with Jane Smith and then clicked the To field to invite John Doe, the requested meeting only appears on the Open Activities related list for Jane Smith and not John Doe.

After you send your meeting request, wait for the invitees to reply with the times they can meet. Then confirm the meeting by selecting a final meeting time.

See Also:
About the Request a Meeting Feature Cancelling a Requested Meeting Rescheduling a Requested Meeting Adding and Removing Invitees from a Requested Meeting

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Tips for Proposing Meeting Times

Tips for Proposing Meeting Times
Available in: All Editions

User Permissions Needed To request a meeting: “Edit Events” AND “Send Email”

Note: The request a meeting feature isn't supported in Microsoft® Internet Explorer version 6.0.

When you request a meeting with customers, you can either propose meeting times or let Salesforce.com propose times for you. When you propose meeting times: • • • • • • Proposed times aren't saved to your Salesforce.com calendar. The meeting only appears in your calendar after you confirm the meeting. When the invitees view your meeting request, the proposed times are shown in your time zone. Proposed times aren't shown in the invitees' time zones. You can't propose a time that occurs in the past (before the black line in the calendar). The calendar's shaded areas show when you and the other invited Salesforce.com users are busy based on your Salesforce.com calendars. Darker shades show when multiple Salesforce.com users are busy at the same time. Use the Duration field to change the length of your meeting. To remove a time you proposed, hover over the proposed time and click “x”.

See Also:
About the Request a Meeting Feature Tips for Letting Salesforce.com Propose Meeting Times

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Activities

Tips for Letting Salesforce.com Propose Meeting Times

Tips for Letting Salesforce.com Propose Meeting Times
Available in: All Editions

User Permissions Needed To request a meeting: “Edit Events” AND “Send Email”

Note: The request a meeting feature isn't supported in Microsoft® Internet Explorer version 6.0.

When you request a meeting with customers, you can either propose meeting times or let Salesforce.com propose times for you. When Salesforce.com proposes meeting times: • You won't know which times are proposed until after you send the meeting request. Once the first invitee views your request, Salesforce.com checks the calendars of all Salesforce.com users invited to the meeting and proposes meeting times based on their availability. Salesforce.com tries not to propose the same times that invitees have already selected for other unconfirmed meetings. For example, if you request a meeting for the next five business days and your invitees respond that they can meet on Tuesday and Wednesday from 2:00 to 3:00 p.m., and then you request another meeting for the same time frame, Salesforce.com won't propose times for Tuesday and Wednesday from 2:00 to 3:00 p.m. unless your calendar is completely booked with confirmed meetings and other events. • By default, Salesforce.com proposes meeting times between 9:00 a.m. and 5:00 p.m. in your time zone. However, if you have changed the Start of day and End of day fields in your Personal Information Settings page, Salesforce.com uses those settings instead.

One of the benefits of letting Salesforce.com propose meeting times happens when there's a long delay between the time you send the meeting request and when the first invitee views it. For example, if you request a meeting with a contact on a Monday and that contact doesn't view your request until Thursday, Salesforce.com proposes times from Thursday forward instead of when the meeting request was sent. Note: If you don't want to meet at a specific time of day (like your lunch hour), schedule a recurring event in your Salesforce.com calender to block out that time. The following table describes the settings that control how Salesforce.com proposes meeting times. Field
Duration

Description The length of your meeting.

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Field
Time Frame

Description How far in advance Salesforce.com proposes meeting times: • Next 5 Business Days/Next 10 Business Days—Salesforce.com tries to spread out the proposed times over the specified time frame. For example, if your time frame is Next 5 Business Days and the first invitee views the request on a Monday, Salesforce.com tries to propose a time for each day of that week. If some of your days are booked, Salesforce.com condenses the proposed times into fewer days. Business days exclude Saturdays and Sundays. • Whenever—Salesforce.com tries to propose five meeting times over the next five business days, and if it can't propose enough times, it extends the range over the next 10 business days. If Salesforce.com still can't find five times to propose, it looks for available times over the next four weeks. When you select this option, some of the times Salesforce.com proposes could be seven weeks away (5 business days + 10 business days + 20 business days = 7 weeks).

See Also:
About the Request a Meeting Feature Tips for Proposing Meeting Times

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Confirming a Requested Meeting

Confirming a Requested Meeting
Available in: All Editions

User Permissions Needed To confirm a meeting: “Edit Events” AND “Send Email”

Note: The request a meeting feature isn't supported in Microsoft® Internet Explorer version 6.0.

After you request a meeting, wait for the invitees to reply with the times they can meet. When this happens, the meeting organizer receives an email notification, and the meeting in Salesforce.com is automatically updated with the times the invitees selected. You can then choose the best time to meet and confirm the meeting. The meeting confirmation page displays as read-only to users without the “Edit Events” permission and users without the “Edit” permission on the contact or lead record associated with a proposed meeting. To confirm a meeting: 1. Open your meeting using one of the following methods: • • • From the Calendar section on the Home tab, click the Requested Meetings subtab and then click the subject of your meeting. From the Open Activities related list for the contact, lead, or person account you requested a meeting with, click the subject of your meeting. From the email notification that you received when an invitee responded to your meeting request, click View Response and Schedule Meeting.

2. Select a time, and click Confirm. The Confirm button displays after you select a meeting time. If you don't select a time, the Send Update button displays instead so you can send the invitees a message without confirming a meeting time. Use the following tools to help you pick a time: • • • Green check marks show when each invitee can meet. Free shows when you are available based on your Salesforce.com calendar. If none of the times work for the invitees, reschedule the meeting to propose new times.

3. Optionally, enter a message to the invitee. 4. Click Send to confirm the meeting. Salesforce.com then: • Emails the invitees with the final date and time of the meeting.

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Guidelines for Adding a Custom Logo to Meeting Requests

Converts the requested meeting to a new multi-person event. The last message you sent to the invitees appears in the event's Description field, but all other messages between you and the invitees aren't saved. This event appears in the Open Activities related list and in the Calendar section on the Home tab. Note: If your administrator added required fields to events, you're prompted to update those fields before the meeting is converted to an event.

See Also:
Cancelling a Requested Meeting About the Request a Meeting Feature

Guidelines for Adding a Custom Logo to Meeting Requests
Available in: All Editions

User Permissions Needed To customize activity settings: “Customize Application”

When you show a custom logo in meeting requests, your logo appears in the following locations: • • • Email requests sent to invitees when you request a meeting or schedule an event Meeting response pages where invitees select the times they can meet when you request a meeting Event response pages where invitees accept or decline the event

When using a custom logo: • • • The image must be in GIF, JPEG, or PNG format and be less than 20 KB. For best results, use an image that is no more than 130 pixels wide by 100 pixels high at 72 pixels per inch. Images that are larger than these dimensions may not display correctly in some email clients due to automatic resizing. You must first upload your logo to the Documents tab and make it externally available. Documents marked Internal Use Only can't be used as a logo. Note: If your custom logo is in the Shared Documents folder on the Documents tab, other users can replace it and indirectly change the logo that appears in meeting invitations. We recommend uploading the logo to your personal folder on the Documents tab so only you can replace it. • You can't delete a custom logo from the Documents tab when it's being used in meeting requests. You must first either select another document to use as your logo or uncheck the option to display a custom logo in meeting requests.

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Activities

Cancelling a Requested Meeting

Cancelling a Requested Meeting
Available in: All Editions

User Permissions Needed To cancel a meeting: “Edit Events” AND “Send Email”

Note: The request a meeting feature isn't supported in Microsoft® Internet Explorer version 6.0.

If you requested a meeting that hasn't been confirmed, you can cancel the meeting and Salesforce.com automatically sends a cancellation notice to the invitees. However, if you confirmed the meeting then it has been converted to an event that you can delete like all other activities. To cancel a requested meeting: 1. From the Calendar section on the Home tab, click the Requested Meetings subtab. If you're administrator hasn't added the Requested Meetings subtab, go to the detail page for the person you requested a meeting with. For example, if you requested a meeting with the contact Jane Smith, go to her contact detail page and view the Open Activities related list. 2. Click the subject of the requested meeting, and click Cancel Meeting. You can also click Del next to the meeting from the Open Activities related list. Note: If Close is the only button on the page, you don't have permission to modify the requested meeting. Either ask the organizer to change the meeting details for you, or contact your Salesforce.com administrator to grant you the required permissions. 3. Click OK to confirm the cancellation. Salesforce.com emails a meeting cancellation to all invitees. Cancelled meetings are permanently removed and aren't stored in the Recycle Bin.

See Also:
Requesting a Meeting With Contacts, Leads, and Person Accounts Confirming a Requested Meeting Deleting Activities About the Request a Meeting Feature Adding and Removing Invitees from a Requested Meeting

151

Activities

Rescheduling a Requested Meeting

Rescheduling a Requested Meeting
Available in: All Editions

User Permissions Needed To reschedule a meeting: “Edit Events” AND “Send Email”

Note: The request a meeting feature isn't supported in Microsoft® Internet Explorer version 6.0.

If you requested a meeting that hasn't been confirmed, you can reschedule it and propose new times. However, you can't propose new times for a confirmed meeting because it's been converted to an event. To reschedule an event, edit the event to change its date and send an update to the invitees. To reschedule a requested meeting: 1. Open your meeting using one of the following methods: • • • From the Calendar section on the Home tab, click the Requested Meetings subtab and then click the subject of your meeting. From the Open Activities related list for the contact, lead, or person account you requested a meeting with, click the subject of your meeting. From the email notification that you received when an invitee responded to your meeting request, click View Response and Schedule Meeting.

2. Click Reschedule and propose new times. Once the invitees reply to your updated request, you can confirm the meeting. Note: If Close is the only button on the page, you don't have permission to modify the requested meeting. Either ask the organizer to change the meeting details for you, or contact your Salesforce.com administrator to grant you the required permissions.

See Also:
Requesting a Meeting With Contacts, Leads, and Person Accounts Confirming a Requested Meeting Cancelling a Requested Meeting About the Request a Meeting Feature Adding and Removing Invitees from a Requested Meeting

152

Activities

Adding and Removing Invitees from a Requested Meeting

Adding and Removing Invitees from a Requested Meeting
Available in: All Editions

User Permissions Needed To add and remove invitees from a requested meeting: “Edit Events” AND “Send Email”

Note: The request a meeting feature isn't supported in Microsoft® Internet Explorer version 6.0.

You can add and remove invitees to a requested meeting if it hasn't been confirmed. Confirmed meetings are converted to multi-person events. You can edit multi-person events to add and remove invitees. To add or remove invitees from a requested meeting: 1. Open your meeting using one of the following methods: • • • From the Calendar section on the Home tab, click the Requested Meetings subtab and then click the subject of your meeting. From the Open Activities related list for the contact, lead, or person account you requested a meeting with, click the subject of your meeting. From the email notification that you received when an invitee responded to your meeting request, click View Response and Schedule Meeting.

2. Do either of the following: • • Click To to invite other Salesforce.com users, leads, contacts, or person accounts to the meeting. Click “x” next to an invitee's name to remove them from the meeting. You can remove all invitees except the first contact, lead or person account that you requested a meeting with. The calendar automatically updates based on the Salesforce.com users you added or removed from the meeting. Note: If Close is the only button on the page, you don't have permission to modify the requested meeting. Either ask the organizer to change the meeting details for you, or contact your Salesforce.com administrator to grant you the required permissions. 3. Click Send Update. 4. Enter a message. For example, you might want to inform your invitees who you're adding or removing from the meeting. 5. Click one of the following: • Send to All Invitees—Sends an update to all existing and added invitees and a cancellation notice to removed invitees.

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Contacts

Contacts Overview

Send Only to Changed Invitees—Sends an update to added invitees and a cancellation notice to removed invitees.

See Also:
About the Request a Meeting Feature Cancelling a Requested Meeting Confirming a Requested Meeting

CONTACTS
Contacts Overview
Available in: All Editions

Contacts are all of the individuals associated with your business accounts that you need to track in Salesforce.com. You can store various information for a contact, such as phone numbers, addresses, titles, and roles in a deal. The Contacts tab displays a home page that lets you quickly create and locate contacts. You can also sort and filter contacts using standard and custom list views. In addition, this tab lets you view and edit detailed information on each contact to which you have access.

See Also:
Contacts Home Accounts Overview Resolving Your Synced Outlook Contacts

Contacts Home
Available in: All Editions

User Permissions Needed To view Contacts tab: To view contacts: To create contacts: “Read” on contacts “Read” on contacts “Create” on contacts

Clicking on the Contacts tab displays the contacts home page.

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Contacts

Contacts Home

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In the View section, select a list view from the drop-down list to go directly to that list page, or click Create New View to define your own custom view. In the Recent Contacts section, select an item from the drop-down list to display a brief list of the top contacts matching that criteria. From the list, you can click any contact name to go directly to the contact detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the “Contacts Tab” search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The Recent Contacts choices are: Recent Contacts Choice Recently Viewed Description The last ten or twenty-five contacts you viewed, with the most recently viewed contact listed first. This list is derived from your recent items and includes records owned by you and other users. The last ten or twenty-five contacts you created, with the most recently created contact listed first. This list only includes records owned by you. The last ten or twenty-five contacts you updated, with the most recently updated contact listed first. This list only includes records owned by you.

Recently Created

Recently Modified

• • • •

Under Quick Create, fill in the fields to add a new contact. Alternatively, click New next to the Recent Contacts section to create a new contact. Under Reports, click any report name to jump to that report. Select any of the links under Tools to manage your contacts. If you sync contacts from Outlook using Salesforce for Outlook, you may see a banner at the top of your Contacts home page that links to a list of your unresolved contacts. These are synced Outlook contacts that still need to be assigned to Salesforce.com accounts. Person accounts appear in contact list views but not the Recent Contacts list on the Contacts home page.

See Also:
Contacts Overview Using Contacts Creating Contacts Deleting Contacts Creating Custom List Views Resolving Your Synced Outlook Contacts

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Contacts

Viewing Contact Lists

Viewing Contact Lists
Available in: All Editions

User Permissions Needed To view contacts: “Read” on contacts

Note: If your administrator has enabled enhanced lists, you can use additional tools to customize, navigate, manage, and edit list data. The contacts list page displays a list of contacts in your current view. From this page, you can view detailed contact information and access other related information. • • • Click a contact name to view the detail. Click Edit or Del to edit or delete the contact. See Using Contacts on page 157. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Person accounts appear in contact list views but not the Recent Contacts list on the Contacts home page. When you select a person account name on a contact list view, the corresponding person account appears on the Accounts tab. To visually differentiate contacts from person accounts in contact list views, add the Is Person Account icon as a column; see Creating Custom List Views on page 230. Person accounts do not have contacts. Note: In most situations, you can use person accounts as if they were contacts. You can include them in all contact list views except the on the contacts home page. For more information, see What is a Person Account? on page 55. • • • • • • • Click Printable View ( ) to display the current list view in a format that is ready for printing. Click New Contact or select Contact from the Create New drop-down list in the sidebar to create a contact. These options display only if you have the “Create” permission on contacts. See Creating Contacts on page 165. Click any column heading to sort the contacts in ascending order using that column’s information. Click the heading a second time to sort in descending order. At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click the Next Page (or Previous Page) link to go to the next or previous set of contacts. At the bottom of the list view, select fewer or more to view a shorter or longer display list. To add contacts to an existing campaign, check the box next to one or more contacts, and then click Add to Campaign. Alternatively, check the box in the column header to select all displayed records, then click Add to Campaign. See Adding Contacts or Leads from a List View to a Campaign on page 2163. Click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of drag-and-drop scheduling.

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Contacts

Using Contacts

Note: Professional, Enterprise, Unlimited, and Developer Edition organizations can grant access to contacts beyond what the sharing model allows. See Sharing Contacts on page 177. Contacts that are not linked to an account are always private, regardless of your organization’s sharing model. Only the owner of the contact and administrators can view it. Sharing rules and workflow rules do not apply to private contacts. If your organization uses divisions, private contacts always belong to the global division.

See Also:
Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists Finding Out if Your Partners Use Salesforce.com

Using Contacts
Available in: All Editions

User Permissions Needed To view contacts: To edit contacts: “Read” on contacts “Edit” on contacts

To edit accounts on contacts enabled to use a Customer Portal: “Edit” on contacts AND “Edit Self-Service” To edit accounts on contacts enabled to use a partner portal: “Edit” on contacts AND “Manage Partners” To view person accounts: To edit person accounts: “Read” on accounts and contacts “Edit” on accounts and contacts

Contacts are the individuals associated with your accounts. • • • • • • View and edit contact details (for example, the account name). Find contact-related information (for example, opportunities). View contact updates and comments (Chatter). Give Customer Portal users access to a contact. Enable a contact as a partner portal user. Troubleshoot partner portal user issues.

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Contacts

Viewing and Editing Contact Details

Enable a contact as a Self-Service portal user.

See Also:
Contact Fields Creating Contacts Cloning Contacts Sharing Contacts Tagging Records Merging Duplicate Contacts Displaying Contact Hierarchy Deleting Contacts Searching for Contacts Navigating

Viewing and Editing Contact Details
Available in: All Editions

User Permissions Needed To view contacts: To edit contacts: “Read” on contacts “Edit” on contacts

To edit accounts on contacts enabled to use a Customer Portal: “Edit” on contacts AND “Edit Self-Service” To edit accounts on contacts enabled to use a partner portal: “Edit” on contacts AND “Manage Partners” To view person accounts: To edit person accounts: “Read” on accounts and contacts “Edit” on accounts and contacts

Once you have located a contact on the Contacts home or list pages, click the contact name to display detailed information. • • • • Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your salesforce.com administrator. To display the page in edit mode, click Edit, make your changes, and click Save. To save the current contact and create another one, click Save & New. To open a printable display of the record details, in the top-right corner of the page, click Printable View.

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Contacts

Contact History

Changing the Account for Contacts
If you change the Account Name field: • • Cases and opportunities associated with the contact remain associated with the previous account and do not roll up to the new account. New cases and opportunities created for the contact are associated with the new account.

There are additional considerations for contacts enabled for portals.

See Also:
Contact Fields Sending Stay-in-Touch Requests

Contact History
Available in: All Editions

User Permissions Needed To view contacts: “Read” on contacts

The Contact History related list of a contact detail page tracks the changes to the contact. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the contact, a new entry is added to the Contact History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the contact are not tracked in the contact history. For information about setting up which fields are tracked, see Tracking Field History on page 928.

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Contacts

Find Contact-Related Information (Related Lists)

Find Contact-Related Information (Related Lists)
Available in: All Editions

User Permissions Needed To view contacts: To edit contacts: “Read” on contacts “Edit” on contacts

To edit accounts on contacts enabled to use a Customer Portal: “Edit” on contacts AND “Edit Self-Service” To edit accounts on contacts enabled to use a partner portal: “Edit” on contacts AND “Manage Partners” To view person accounts: To edit person accounts: “Read” on accounts and contacts “Edit” on accounts and contacts

Related lists, such as opportunities, display information related to a contact. • Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce.com administrator. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page. To directly add new items, click New (or the equivalent button) at the top of a related list. For example, clicking New Case lets you add a new case. To change the number of records shown for related lists, click View More below a related list, or click fewer or more at the bottom of the page.

• • •

Viewing Related Lists
The related lists you see are determined by your: • • • Personal customization Administrator's page layout customizations Permissions to view related data

See Also:
Contact History

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Contacts

Viewing Contact Updates (Chatter)

Viewing Contact Updates (Chatter)
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the contact. Note: If Salesforce Chatter isn't enabled, contact your administrator.

• •

Show or hide Chatter feeds using the Show Chatter and Hide Chatter links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the update, click All Updates.

Following Contacts
When you follow a contact, your Chatter feed on the Home tab includes field changes and contact feed updates. • • • To follow a contact, click Follow. To stop following, click Following . The Followers list shows you who is following the contact. To view a full list, click Show All. You automatically follow records you own. To disable this feature, go to Your Name ➤ Setup ➤ My Chatter Settings ➤ My Feeds, select Stop automatically following records, and then click Save.

See Also:
Chatter Overview Using Chatter Feeds

Creating Partner Users
Available in: Enterprise and Unlimited Editions

User Permissions Needed To create, edit, disable, or deactivate users: To create contacts: To view contacts: “Manage Users” “Create” on contacts “Read” on contacts

Once you have a partner account created, you can add partner users to the account as contact records. Partner users are Salesforce.com users with limited capabilities focused on managing leads. Partner users log in to Salesforce.com through the portal.

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Contacts

Working with Partner Users

Before creating partners, you should configure your portals; otherwise, your partner users may attempt to log into your portal before your portals are ready. To create a partner user: 1. View the partner account for which you want to create a partner user. 2. Create a new contact for the partner user. Choose New from the Contacts related list on the partner account. Fill in the appropriate details, and click Save. 3. On the contact detail page, click Work with Portal and choose Enable Partner Portal Login. 4. Edit the user record for this partner. 5. Click Save. Once a partner user has been created, the partner account and the partner user can be edited independently. Changes made to one are not reflected in the other. Updating a contact associated with a partner user does not update the partner user. To troubleshoot issues or ensure the portal is configured appropriately, on the contact detail page, click Work with Portal and choose Login As Portal User. A new browser window opens and you are logged into the portal as the portal user.

Tips on Creating Partner Users
Consider the following when creating partner users: • • If you have enabled a user as a delegated administrator, the user cannot create a partner user unless at least one partner profile has been added to the Assignable Profiles related list and the user has the “Manage Users” permission. The available profiles for the partner user are limited to the Partner User profile or profiles that have been cloned from it. Unlike a standard user, the partner user role is automatically assigned based on the account name. The partner user role is a subordinate of the account owner's role, therefore, all data for the partner user role rolls up to the partner account owner's role. Partner users and contacts cannot be deleted. If you no longer want a partner user to have access to the portal, deactivate the partner user. In addition, partner contacts cannot be owned by a non-partner account. You can merge a portal contact record with another portal contact. To disable a partner account, click Work with Portal and choose Disable Partner Account. Disabling the account disables up to 15 of its partner portal users and permanently deletes all of the account's partner portal roles and groups. You cannot restore deleted partner portal roles and groups. After you disable a partner account, you can re-enable individual contacts as partner portal users. Re-enabling a contact for a partner portal creates a new portal user and role that is not associated with the previous partner portal user and role. We recommend disabling a partner account if the account was accidentally enabled for portal access.

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• •

See Also:
Disabling and Deactivating Portal Users

Working with Partner Users
Available in: Enterprise and Unlimited Editions

Channel managers are associated with the partner users they manage by partner account ownership. A channel manager who owns a partner account can access all the information and manage all the activities of the partner users associated with that account.

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Contacts

Working with Partner Users

Some common tasks when managing your partner users include: • • • • • • • • • • • • • Creating a partner account Creating partner users Disabling and deactivating partner users Assigning leads to partner users Assigning events to partner users Assigning cases to partner users Deactivating partner users Editing partner user information Change the account associated with a partner user Merge partner users Tracking partner activity Giving partner users access to your knowledge base Enabling partner users to request meetings

In addition, here are some other ways you can work with your partner users: Assign tasks to partner users If your partner users have the appropriate field-level security settings, they can view and create activities related to leads or opportunities. Add tasks to leads or opportunities to remind your partner users of particular tasks you would like them to perform. You can view the activity history for a particular lead or opportunity, or use reports to track activities assigned to partner users. Partner users can only assign tasks to other users in their partner account or to their channel manager. Use notes and attachments to communicate with partner users Partner users can create, view, and edit notes and add attachments from the Notes and Attachments related list on selected detail pages, including lead, solution, and opportunity detail pages. You can use notes and attachments to share documents or information with partner users. If Chatter is enabled for your organization, feed attachments are included in the Notes and Attachments related list. Portal users can download feed attachments, but can't preview, edit or delete them. The size limit for an attached file is 5 MB. Click Login As Partner Portal User to troubleshoot When you view the contact detail page for a partner user, you can click Login As Portal User. This opens a new browser window and logs you into the portal as the partner user. Click this button to troubleshoot any issues partner users are experiencing. You may also click this button to ensure that your portal is configured appropriately. The Login As Portal User button is only available if you have the “Manage Partners” permission and one of the following: the “Modify All Data” permission or you are the partner account owner or higher in the role hierarchy. The Login as Portal User button does not display if you do not meet these requirements, or if the portal user is inactive. Reset a partner user's password When you view the user detail page for a partner user, you can click Reset Password to reset the partner user's password. Partner users can reset their own password by clicking Forgot Password? on the partner portal login page.

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Contacts

Self-Service for Contacts and Person Accounts

Expose a solution in the portal Select Visible in Self-Service Portal on the solution. Add products to opportunities If the Products related list is available to partner users on opportunities, then you can add products to the opportunities for your partners.

See Also:
About Partner Portal User Management Managing Partner Users About Partner Portal Channel Manager User Management Delegating Partner User Administration Partner Portal Best Practices Enabling Email in the Partner Portal Assigning Events to Partner Users Enabling Cases in the Partner Portal

Self-Service for Contacts and Person Accounts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable Self-Service users: “Edit Self-Service Users”

To allow a customer to access your Self-Service portal, you must enable Self-Service for the customer’s contact or person account record: 1. If the customer is a contact, click the Enable Self-Service button on the contact detail page. If the customer is a person account, click the Enable Self-Service button on the person account detail page. 2. Verify the general information and locale settings, and enter any missing information. Note that the customer's Self-Service Username defaults to his or her Email. 3. Optionally, select the Super User checkbox to enable the customer as a Self-Service super user who can view case information, add comments, and upload attachments for all cases submitted by anyone in his or her company. 4. Select Generate new password and notify user immediately to email a Self-Service username and password to the customer. 5. Click Save. Note: A Self-Service user can only view cases in the Self-Service portal that are associated with his or her account record. To disable Self-Service for a customer: 1. Click the View Self-Service button on the detail page.

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Contacts

Creating Contacts

2. Click Edit, and deselect the Active box. 3. Click Save. To enable more than one Self-Service user at a time, see Enabling Multiple Self-Service Users on page 1227. Note: You cannot delete an active Self-Service user; you can only deactivate his or her access to the Self-Service portal. In addition, you cannot delete a contact or person account that is associated with an active Self-Service user. Instead, deactivate his or her access to the Self-Service portal and then delete the contact or person account.

See Also:
Setting Up Self-Service What is a Person Account?

Creating Contacts
Available in: All Editions

User Permissions Needed To view contacts: To create contacts: “Read” on contacts “Create” on contacts

To create a contact, select Contact from the Create New drop-down list in the sidebar, or click New next to Recent Contacts on the contacts home page. Enter the information for the contact. Click Save when you are finished, or click Save & New to save the current contact and add another. To automatically associate a contact with an account, view the account and click New Contact in the task bar. You can also select New in the Contacts related list of an account. If Quick Create is enabled by your administrator, you can also add a contact on the contacts home page. Enterprise, Unlimited, and Developer Edition organizations can activate record types and ask you to choose a Record Type when creating a contact. This determines the picklist values available when creating and editing a record. If your organization uses divisions, the division of a new contact is automatically set to the division of the related account.

165

Contacts

Cloning Contacts

Note: Contacts that are not linked to an account are always private, regardless of your organization’s sharing model. Only the owner of the contact and administrators can view it. Sharing rules and workflow rules do not apply to private contacts. If your organization uses divisions, private contacts always belong to the global division.

See Also:
Cloning Contacts Contact Fields Contacts Home

Cloning Contacts
Available in: All Editions

User Permissions Needed To clone contacts: “Create” on contacts

The Clone button on a contact quickly creates a new contact with the same information as the existing contact, for example, when you need to add multiple contacts for the same account. Click Clone on an existing contact. Enter or change any information for the new contact, and click Save. Note: If you have read-only access to a field, the value of that field is not carried over to the cloned record.

See Also:
Contact Fields

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Contacts

Self-Service for Contacts and Person Accounts

Self-Service for Contacts and Person Accounts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable Self-Service users: “Edit Self-Service Users”

To allow a customer to access your Self-Service portal, you must enable Self-Service for the customer’s contact or person account record: 1. If the customer is a contact, click the Enable Self-Service button on the contact detail page. If the customer is a person account, click the Enable Self-Service button on the person account detail page. 2. Verify the general information and locale settings, and enter any missing information. Note that the customer's Self-Service Username defaults to his or her Email. 3. Optionally, select the Super User checkbox to enable the customer as a Self-Service super user who can view case information, add comments, and upload attachments for all cases submitted by anyone in his or her company. 4. Select Generate new password and notify user immediately to email a Self-Service username and password to the customer. 5. Click Save. Note: A Self-Service user can only view cases in the Self-Service portal that are associated with his or her account record. To disable Self-Service for a customer: 1. Click the View Self-Service button on the detail page. 2. Click Edit, and deselect the Active box. 3. Click Save. To enable more than one Self-Service user at a time, see Enabling Multiple Self-Service Users on page 1227. Note: You cannot delete an active Self-Service user; you can only deactivate his or her access to the Self-Service portal. In addition, you cannot delete a contact or person account that is associated with an active Self-Service user. Instead, deactivate his or her access to the Self-Service portal and then delete the contact or person account.

See Also:
Setting Up Self-Service What is a Person Account?

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Contacts

Enabling the Customer Portal for Contacts and Person Accounts

Enabling the Customer Portal for Contacts and Person Accounts
Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable Customer Portal users, or to log in as a portal user: “Edit” on the account associated with the Customer Portal user AND “Edit Self-Service Users”

To allow a customer to access your Salesforce.com Customer Portal, you must enable the customer's contact or person account record as a Customer Portal user. You can either disable or deactivate Customer Portal users at any time. To enable the Customer Portal for a customer: 1. Click Work with Portal and choose Enable Customer Portal User from the drop-down button on the contact or person account detail page. 2. Verify the general information and locale settings, and enter any missing information. Note that the customer's Username defaults to his or her Email. 3. Select a portal user license. The user license you choose determines the user profile and role hierarchy options you can select for the Customer Portal user. See Customer Portal User Licenses on page 1452 4. Select Generate new password and notify user immediately to email a Customer Portal username and password to the customer. If your organization uses multiple Customer Portals, a portal user can access all the Customer Portals assigned to his or her profile with one username and password. See Creating Multiple Customer Portals on page 1422. 5. Click Save. To troubleshoot or confirm the portal configuration, on the contact detail page, click Work with Portal and choose Login As Portal User. This opens a new browser window and logs you into the portal as the partner user.

Tips on Enabling the Customer Portal for Contacts
Consider the following when enabling the Customer Portal for contacts: • • • To view or edit an enabled contact's access to your Customer Portal,on the contact detail page, click Work with Portal and choose View Customer Portal User. You cannot enable the contact for the Customer Portal unless the owner of the contact's account is associated with a role in your organization. The first time you enable a contact for the Customer Portal on an account, you cannot assign the contact to a portal role. The contact is automatically assigned to the Customer User role, which includes the name of the contact's account. You can update contact's portal role later. This behavior doesn't apply to high-volume portal users because they don't have roles and aren't included in the role hierarchy.

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Contacts

Enabling the Customer Portal for Contacts and Person Accounts

A contact can be either a PRM, partner, or Customer Portal user, but not all three. If a user is a PRM or partner user and a Customer Portal user, then you need to create two contact records for the user so that he or she can have a separate username and password for each portal. However, a contact can be a Self-Service user as well as a PRM or Customer Portal user. Yet, any data created or owned by a Self-Service user can be visible to a PRM or Customer Portal user associated with the same contact.

You cannot delete an active Customer Portal user; you can only disable or deactivate his or her access to the Customer Portal. The following table describes whether you can delete contacts that are associated with portal users: State of Portal User Associated to Contact Active portal user Inactive portal user Disabled portal user Can Delete Contact? No. This is to ensure that the contact is available if you choose to reactivate the portal user. No. This is to ensure that the contact is available if you choose to reactivate the portal user. Yes. Deleted contacts are sent to the Recycle Bin.

• • •

You can change the account on the contact at any time. You can merge contacts enabled to use a Customer Portal. The user's Community Nickname defaults to his or her email alias unless you specify otherwise. For example, if the user's Email is “jsmith@company.com,” the user's Community Nickname defaults to “jsmith” when you click Save.

Tips on Enabling the Customer Portal for Person Accounts
Consider the following when enabling the Customer Portal for person accounts: • • • • After the person account is enabled, click Work with Portal and choose View Customer Portal User on the person account detail page to view or edit a person account’s access to your Customer Portal. You can't delete a person account enabled to use a Customer Portal. You can't import person accounts to be automatically enabled to use a Customer Portal. For more information on importing person accounts, see Import My Person Accounts on page 719. Person account users can't self-register for a Customer Portal. When person account users self-register for a Customer Portal, they receive an email notification that instructs them to contact the portal administrator. See Enabling Customer Portal Login and Settings on page 1431. You can't merge person accounts enabled to use a Customer Portal.

See Also:
Setting Up Your Customer Portal What is a Person Account?

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Contacts

Changing the Account on Contacts Enabled for Portals

Changing the Account on Contacts Enabled for Portals
Available in: All Editions

User Permissions Needed To view contacts: To edit contacts: “Read” on contacts “Edit” on contacts

To edit accounts on contacts enabled to use a Customer Portal: “Edit” on contacts AND “Edit Self-Service” To edit accounts on contacts enabled to use a partner portal: “Edit” on contacts AND “Manage Partners” To view person accounts: To edit person accounts: “Read” on accounts and contacts “Edit” on accounts and contacts

When you change the account on contacts enabled for a Customer Portal or partner portal: • Portal users can access their own cases and opportunities from their previous accounts. Contacts that are Self-Service users can view on the Self-Service portal only cases that are associated with their current account. Self-Service users cannot view opportunities. Contacts' portal roles are automatically updated to match the name of the account to which they are transferred (unless they're high-volume portal users, which don't have roles). For example, the portal role “Account A Customer User” becomes “Account B Customer User” (because a portal role's name includes the name of the account with which it is associated). Portal roles are unique to each account and are located under the account owner's role in your organization's role hierarchy. When you transfer a partner portal user to another account: • • Opportunities on each account are automatically recalculated through your organization's forecast hierarchy. Opportunities owned by the partner portal user remain in the previous account.

This is because portal users' roles are updated when you transfer them between accounts. Delegated partner user administrators and delegated Customer Portal user administrators can update portal users on accounts to which they are transferred. You can only transfer contacts enabled for a partner portal to accounts that are enabled for a partner portal.

See Also:
Enabling the Customer Portal for Contacts and Person Accounts Self-Service for Contacts and Person Accounts

170

Contacts

Contact Fields

Contact Fields
The available fields vary according to which Salesforce.com Edition you have.

A contact has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Field
Account Name

Description Name of account that contact is linked to. You can enter the account name, or select the account using the lookup icon. Private contacts are those that do not have an account. When selected, allows contacts to self-register for access to your Customer Portal. Name of assistant. Up to 40 characters are allowed in this field. Assistant’s phone number. Up to 40 characters are allowed in this field. Birthday. You can enter a date, or choose a date from the calendar that displays when you put your cursor in the field. The default currency for all currency amount fields in the contact. Amounts are displayed in the contact currency, and are also converted to the user’s personal currency. Available only for organizations that use multiple currencies. Division to which the contact belongs. This value is automatically inherited from the related account. Available only in organizations that use divisions to segment their data.

Allow Customer Portal Self-Registration

Assistant

Asst. Phone

Birthdate

Contact Currency

Contact Division

Contact Owner Contact Record Type

Assigned owner of contact. Not available in Personal Edition. Name of the field that determines what picklist values are available for the record. Available in Enterprise, Unlimited, and Developer Editions. User who created the contact including creation date and time. (Read only) Associated business or organizational unit. Up to 80 characters are allowed in this field. Description of contact. Up to 32 KB of data are allowed in this field. Only the first 255 characters display in reports.

Created By

Department

Description

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Contacts

Contact Fields

Field
Do Not Call

Description Indicates if the person does not want to be contacted via telephone. Email address. Must be a valid email address in the form: jsmith@acme.com. Up to 80 characters are allowed in this field. Click the email address in this field to send an email using your personal email application. This type of email is not logged as an activity on the contact record. If the Gmail Buttons and Links feature is enabled, you can click the Gmail link next to the field to send an email from your Gmail account. See Using Gmail in Salesforce.com on page 351 for more information.

Email

Email Opt Out Fax

The person's email address will not be included in mass emails. Contact’s fax number. Up to 40 characters are allowed in this field. Indicates if the person has requested not to be included in broadcast faxes. First name of the contact, as displayed on the contact edit page. Up to 40 characters are allowed in this field. First name of the contact translated into the local language. Person’s home phone number. Up to 40 characters are allowed in this field. Last name of the contact, as displayed on the contact edit page. Up to 80 characters are allowed in this field. Last name of the contact translated into the local language. The date that the most recent Stay-in-Touch request was sent. The date that the most recent Stay-in-Touch request was returned and merged. Record source, for example, Advertisement, Partner, or Web. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Street mailing address. Up to 255 characters are allowed in this field. City portion of mailing address. Up to 40 characters are allowed in this field. State or province portion of mailing address. Up to 20 characters are allowed in this field.

Fax Opt Out

First Name

First Name (Local) Home Phone

Last Name

Last Name (Local) Last Stay-in-Touch Request Date Last Stay-in-Touch Save Date

Lead Source

Mailing Street

Mailing City

Mailing State/Province

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Contacts

Contact Fields

Field
Mailing Zip/Postal Code

Description Zip or postal code portion of mailing address. Up to 20 characters are allowed in this field. Country portion of mailing address. Up to 40 characters are allowed in this field. Cellular or mobile phone number. Up to 40 characters are allowed in this field. User who last changed the contact fields, including modification date and time. This does not track changes made to any of the related list items on the contact. (Read only) Combined first and last name of contact, as displayed on the contact detail page. Street address portion of additional address. Up to 255 characters are allowed in this field. City portion of additional address. Up to 40 characters are allowed in this field. State or province portion of additional address. Up to 20 characters are allowed in this field. Zip or postal code portion of additional address. Up to 20 characters are allowed in this field. Country portion of additional address. Up to 40 characters are allowed in this field. Additional phone number listing. Up to 40 characters are allowed in this field. Contact’s primary phone number. Up to 40 characters are allowed in this field. Name of contact’s manager. You can enter an existing contact name, or select the contact using the lookup icon. Title for addressing the person, for example, Mr., Ms., Dr., or Prof. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters. Person's position within his or her organization. Up to 80 characters are allowed in this field. Listing of custom links for contacts as set up by your administrator.

Mailing Country

Mobile

Modified By

Name

Other Street

Other City

Other State/Province

Other Zip/Postal Code

Other Country

Other Phone

Phone

Reports To

Salutation

Title

Custom Links

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Contacts

Displaying Contact Hierarchy

Field
Username

Description For Self-Service contacts only. The Username defaults to the Email. The contact must enter their username when logging in to the Self-Service portal.

See Also:
Using Contacts Creating Contacts Cloning Contacts

Displaying Contact Hierarchy
Available in: All Editions

User Permissions Needed To view org chart: To change org chart: “Read” on contacts “Edit” on contacts

To display an organization chart, enter the name of the contact’s manager in the Reports To field for each contact in the account. Then, click the [View Org Chart] link on any contact in the account. Salesforce.com displays an organization chart showing the contact hierarchy with the direct reports for each contact you entered. Note: To maintain a complete organization chart, make sure every contact in an account contains another contact in the Reports To field. The only exception to this is the contact at the very top of the organization chart. If only one contact in an account reports to no one, that account will have a single organization chart for the entire account. Because of its flexibility, this feature will not prevent you from selecting Reports To contacts from other accounts.

174

Contacts

Merging Duplicate Contacts

Merging Duplicate Contacts
Available in: All Editions Customer Portal is available in: Enterprise, Unlimited, and Developer Editions Partner Portal is available in: Enterprise and Unlimited Editions

User Permissions Needed To merge contacts: To merge Customer Portal enabled contacts: “Delete” on contacts “Delete” on contacts AND “Edit Self-Service Users” To merge partner portal enabled contacts: “Delete” on contacts AND “Manage Partners”

To merge duplicate contacts associated with a common account: 1. From the Contacts related list of an account, click Merge Contacts. 2. Check the rows of up to three contacts you want to merge. You can search the list of associated contacts to shorten the list, or click All Contacts to view the full list of associated contacts. Click Next to continue. 3. Select one contact as the Master Record. Any data in hidden or read-only fields will be taken from the Master Record. However, administrators, and users with the “Edit Read Only Fields” permission, can manually select which read-only fields to retain. Note that hidden fields are not displayed. 4. Select the partner portal or Customer Portal user you want to retain. This option is only available if a partner portal or Customer Portal is enabled for your organization. You can select Not a portal user so that a merged contact does not include a portal user. 5. Select the fields that you want to retain from each record. When there is conflicting data, the fields in the left column are preselected and the row is marked in purple. 6. Click the Merge button to complete the merge.

Tips for Merging Contacts
Consider the following when merging contacts: • • • Any related items from any of the duplicate contacts will be associated with the merged contact. If you are merging duplicate contacts that are members of different campaigns, the campaign Member Status Updated date for each contact is retained and associated with the newly merged contact. Before merging contacts that both have active Self-Service usernames, deactivate one Self-Service username. The merged record will adopt the active Self-Service username.

175

Contacts

Merging Duplicate Contacts

• • • • • • • • •

Any account sharing and manual sharing for the master contact are applied to the newly merged contact. When you merge contacts that have Reports To relationships, the newly merged contact retains the Reports To field from the selected Master Record. All discarded duplicate records are moved to the Recycle Bin. The newly merged contact displays the Created By date from the oldest contact you are merging, and shows the merge date as the Modified By date. In organizations that use divisions, the merged contact is assigned to the division of the related account. Merging contacts is not tracked in the setup audit trail. You can delete a contact if you are an administrator, the contact owner, or a user above the contact owner in the organization role hierarchy, and if you have the appropriate user permission. The newly merged contact is automatically included on any case teams in which the contacts were associated. The master contact automatically replaces the duplicate contacts in all the requested meetings they were invited to. Also, all meeting messages written by the duplicate contacts are automatically associated with the master contact. (Meeting messages appear on the requested meeting's Web page and are visible to all invitees.)

Tips for Merging Contacts with Portal Users
Consider the following when merging contacts associated with portal users: • • The information in Tips for Merging Contacts also applies to merging contacts associated with portals users. You can merge a portal contact record with another portal contact. For example, you can merge contacts enabled to use: • A partner portal or Customer Portal. A partner portal with contacts enabled to use a Customer Portal or vice-versa. A partner portal or Customer Portal with contacts that are not enabled to use a portal.

When you merge contacts that include partner portal and Customer Portal users, you must choose which type of portal user to retain. The portal user you do not retain is disabled. However, after the contacts are merged, you can enable the contact for access to the portal from which you removed during the merge process. To merge contacts associated with various accounts: 1. Transfer the contacts you want to merge into one account. 2. Merge the contacts associated with the common account.

Portal users who are disabled during the merge process retain ownership of any records in which they are the owner. For example, if a portal user owns a case, and the portal user is disabled, he or she remains the owner of the case until the case is updated with a new owner.

See Also:
Merging Duplicate Accounts Enabling the Customer Portal for Contacts and Person Accounts Creating Partner Users

176

Contacts

Sharing Contacts

Sharing Contacts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

Your administrator defines your organization's sharing model for contact access. However, you can extend sharing privileges for your own data on a contact-by-contact basis. Use contact sharing to increase access to your contacts; you cannot restrict access beyond your organization's default access levels. To view and manage sharing details, click Sharing on the contact detail page. The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to the contact. On this page, you can do any of the following: • • • • To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Add to grant access to the record for other users, groups, roles, or territories. Click Expand List to view all users that have access to the record. For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level.

Special Considerations
• • • Make sure you are sharing records with users who have the appropriate “Read” object permission on their profiles for viewing the shared records. You cannot manually share a private contact (a contact without an account). If you have permission to share an account, Salesforce.com automatically provides “Read” access to the associated account when granting sharing access to a contact if the recipient does not already have it. If the recipient does not have access to the account, you cannot share the contact unless you have permission to share the account as well. If your organization-wide default for contacts is set to Controlled by Parent, the Contact Access options are not available when sharing related records like accounts; instead, all access to contacts is determined by the user's access to the contact's account. Contact sharing is not available for organizations that have territory management or person accounts. If your organization already has person accounts enabled, the organization-wide default for contacts is set to Controlled by Parent and is not editable. If your organization does not have person accounts yet you want to enable one of them, set your organization-wide default for contacts to Controlled by Parent, which removes all your contact sharing rules and manually shared contacts.

See Also:
Granting Access to Records Viewing Which Users Have Access

177

Contacts

Sending Stay-in-Touch Requests

Sending Stay-in-Touch Requests
Available in: All Editions

User Permissions Needed To request updates: “Send Stay-in-Touch Requests”

A quick and easy way to retrieve updated contact information from your contacts and person accounts is to send Stay-in-Touch requests. You can request updates from: • • • • Contacts you own Contacts associated with accounts you own Contacts you can edit due to a sharing rule or manual record sharing Person accounts you own Note: The record must have a valid email address.

How it Works
1. On the detail page of a contact or person account, click Request Update either at the top of the page or in the Activity History related list. 2. An outgoing email is created according to your personal Stay-in-Touch settings. As needed, edit the details of the email. If Spell Checker is enabled for your organization, click Check Spelling to check the spelling of the message. Spell Checker does not support all the languages that Salesforce.com supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. Click Send to send the email. 3. The recipient receives the email and clicks a link to either provide updates or confirm no changes are necessary. 4. You receive an email notification. Click the link in the email to update, review, and accept or reject the new information. Note: To send individual Stay-in-Touch requests, you must have the “Send Email” permission. You can send individual Stay-in-Touch requests regardless of the recipient’s Email Opt Out setting.

See Also:
Editing Stay-in-Touch Settings Merging Updated Contact Information Mass Stay-in-Touch Update What is a Person Account?

178

Contacts

Sending Stay-in-Touch Requests

Merging Updated Contact Information
When someone responds to a Stay-in-Touch request, you will receive an email that contains a link. To merge the new information into Salesforce.com: 1. Click Update Now from the email you receive. 2. Review the new and original values. 3. Click Accept Changes to save the new data. Click Reject Changes to ignore the updates and retain the original values. Note: These updates do not trigger workflow rules.

See Also:
Sending Stay-in-Touch Requests

Mass Stay-in-Touch Update
Available in: All Editions

User Permissions Needed To send mass Stay-in-Touch updates: “Send Email” AND “Send Stay-in-Touch Requests”

Use the Mass Stay-in-Touch wizard to request updated contact information from multiple contacts and person accounts simultaneously. To send a mass Stay-in-Touch email: 1. On the contacts home page, click Mass Stay-in-Touch from the Tools section. If your organization uses person accounts, the link also appears on the accounts home page. 2. Select a list view of contacts and person accounts from whom you are requesting updated information. You can also edit existing list views and create new list views. 3. Click Go. 4. Select the individuals to whom the request will be sent. Note that records which lack email addresses cannot be selected. Click Next to continue. 5. Review the email to be sent and click Send. Recipients can reply to you via email with their latest information. You can merge these updates as you receive them.

179

Contacts

Deleting Contacts

Note: Records in which the Email Opt Out box is checked do not appear in the list view, because you cannot send mass emails to them.

See Also:
Sending Stay-in-Touch Requests Editing Stay-in-Touch Settings Merging Updated Contact Information

Deleting Contacts
Available in: All Editions

User Permissions Needed To delete contacts: “Delete” on contacts

To delete a contact, click Del next to the contact on the contacts list page or in the Contacts related list of an account. You can also delete a contact by clicking Delete on the contact detail page. When you delete a contact, all related assets, campaign history, events, tasks, notes, and attachments are also deleted. You do not need the “Delete” permission on any associated records that are included in the deletion. Associated opportunities, accounts, entitlements, and cases are not deleted with the contact. The deleted contact is moved to the Recycle Bin. If you undelete the contact, any related items are also restored including any inactive Self-Service username. You cannot delete contacts that have associated: • • • • • • • Cases Contracts Service contracts Partner user Assets with cases An active Self-Service user An active Customer Portal user Note: You can delete a contact if you are an administrator, the contact owner, or a user above the contact owner in the organization role hierarchy, and if you have the appropriate user permission.

See Also:
Recycle Bin Deleting Mass Data Merging Duplicate Contacts

180

Contact Roles

Searching for Contacts

Searching for Contacts
Available in: All Editions

User Permissions Needed To view contacts: To view person accounts: “Read” on contacts “Read” on accounts and contacts

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. If you're using local contact names, search finds matches for standard or local contact names. 3. From the search results, click an item to open it or click Edit, if available. You can also create a contact list view to locate contacts that match specific criteria.

See Also:
Search Overview What is a Person Account?

CONTACT ROLES
Contact Roles Overview
Available in: All Editions

A contact role defines the part that a contact or person account plays in a specific account, case, contract, or opportunity. For example, Tom Jones might be the Decision Maker for the opportunity, and Mary Smith might be the Evaluator. You can assign a contact role to any contact or person account that affects your account, case, contract, or opportunity. Contacts and person accounts can have different contact roles on various accounts, cases, contracts, or opportunities. The Contact Roles related list of an account, case, contract, or opportunity displays the roles that each contact or person account plays in that record. On person account detail pages, the Opportunity Contact Roles related list displays the opportunities on which the person account is listed in the Account Name field of the opportunity.

181

Contact Roles

Viewing and Editing Contact Roles

Note: Users must have the appropriate user permissions and sharing access to view the contact information for any person listed in the appropriate contact roles related lists.

See Also:
Viewing and Editing Contact Roles Adding Contact Roles What is a Person Account?

Viewing and Editing Contact Roles
Available in: All Editions

User Permissions Needed To view contact roles: To edit contact roles: “Read” on accounts, cases, contracts, or opportunities “Edit” on the related object, such as accounts, cases, contracts, or opportunities AND “Read” on contacts

The Contact Roles related list of an account, case, contract, or opportunity displays the roles that each contact or person account plays in that record. On person account detail pages, the Opportunity Contact Roles related list displays the opportunities on which the person account is listed in the Account Name field of the opportunity. • • To add a contact role for the account, case, contract, or opportunity, click New in the Contact Roles related list. See Adding Contact Roles on page 183. To send an email to all contact roles on a case, click Send an Email in the Contact Roles related list. See Sending Email on page 220. If a contact role does not have an email address specified on his or her contact record, the contact is not included in the email. To update a contact role, click Edit next to a contact role. Click Save when you have finished making changes. To mark a contact or person account as primary on the account, contract, or opportunity, click Edit next to the contact role entry, and select the Primary option. Note: On case contact roles, the Primary option is not available. The primary contact on a case is always the contact listed under Contact Name in the Case Detail section. • To delete a contact role, click Del next to the contact role you want to delete.

• •

182

Contact Roles

Adding Contact Roles

To create an opportunity related to a person account, click New in the Opportunity Contact Roles related list on a person account.

See Also:
Contact Roles Overview Adding Contact Roles Contact Role Fields What is a Person Account?

Adding Contact Roles
Available in: All Editions

User Permissions Needed To add contact roles: “Edit” on the related object, such as accounts, cases, contracts, or opportunities AND “Read” on contacts

To assign a contact role to a contact or person account: 1. Click New in the Contact Roles related list of an account, case, contract, or opportunity. 2. Click the lookup icon to select a contact or person account. Optionally, click New to create a new contact. When you add or edit contact roles on an opportunity that is associated with a business account, the page automatically displays the contacts for that business account. If the business account has more than 50 contacts, the contacts are not automatically displayed, and you must use the lookup icon to select a contact. 3. Choose a role. 4. Optionally, select Primary to set the contact or person account as primary for the account, contract, or opportunity. Note: On case contact roles, the Primary option is not available. The primary contact on a case is always the contact listed under Contact Name in the Case Detail section. 5. Click Save. When you create an opportunity from a contact detail page, that contact automatically becomes the primary contact on the opportunity. However, a contact role is not automatically assigned.

183

Contact Roles

Contact Role Fields

Tip: Adding person accounts in contact roles on accounts is available but not recommended. As a best practice, we recommend using the Partners related list to associate person accounts with other accounts.

See Also:
Contact Roles Overview Viewing and Editing Contact Roles Contact Role Fields What is a Person Account?

Contact Role Fields
Available in: All Editions

A contact role has the following fields, listed in alphabetical order. Field
Contact

Description Name of contact or person account. You can use the lookup icon to either select someone or create a contact. Option that specifies the contact or person account as primary for the record. Note that on case contact roles, the Primary option is not available. The primary contact on a case is always the contact listed under Contact Name in the Case Detail section.

Primary

Role

Participating role in the account, case, contract, or opportunity, for example, Buyer, Decision Maker, or Evaluator. (Selections for this picklist can be customized by your administrator.)

See Also:
Viewing and Editing Contact Roles Adding Contact Roles What is a Person Account?

184

Contracts

Contracts Overview

CONTRACTS
Contracts Overview
Available in: Professional, Enterprise, Unlimited, and Developer Editions

A contract is a written agreement between two or more parties. Many companies use contracts to define the terms for doing business with other companies. Use Salesforce.com to establish and document the contracts you have with your accounts. Then, track the contract through your organization’s approval process and use workflow alerts to notify yourself when to initiate contract renewals.

Displaying The Contracts Tab
The Contracts tab is automatically displayed for all users. If your Contracts tab is not visible, you can customize your display to show it. For more information, see Customizing Your Display on page 35.

See Also:
Contracts Home Administrator tip sheet: Getting Started with Contracts

Contracts Home
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view the Contracts tab: To view contracts: To create contracts: “Read” on contracts “Read” on contracts “Create” on contracts AND “Read” on accounts

Click the Contracts tab to display the contracts home page. • To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit.

185

Contracts

Contracts Home

In the Recent Contracts section, select an option from the drop-down list to display a brief list of the top contracts matching that criteria. From the list, you can select any contract to go directly to the contract detail. Contract Name displays in this list if you have added it to your contract page layout. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the “Contracts Tab” search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The Recent Contracts options are: Recent Contracts Choice Recently Created Description The last ten or twenty-five contracts you created, with the most recently created contract listed first. This list only includes records owned by you. The last ten or twenty-five contracts you updated, with the most recently updated contract listed first. This list only includes records owned by you. The last ten or twenty-five contracts you viewed, with the most recently viewed contract listed first. This list is derived from your recent items and includes records owned by you and other users. The last ten or twenty-five contracts that have at least one approval request awaiting your approval. This list includes records owned by you and other users.

Recently Modified

Recently Viewed

Approval Pending

In the Recent Contracts section, click New to create a new contract.

See Also:
Contracts Overview Cloning Contracts Deleting Contracts Creating Custom List Views Displaying and Editing Contracts Creating Contracts

186

Contracts

Viewing Contract Lists

Viewing Contract Lists
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contract lists: To create contracts: “Read” on contracts “Create” on contracts AND “Read“ on accounts

Note: If your administrator has enabled enhanced lists, you can use additional tools to customize, navigate, manage, and edit list data. The contracts list page displays a list of contracts that match your current view. From this page, you can view detailed contract information and access related information. • • • • • • • • Click a contract number to view the detail. Click Edit or Del to edit or delete a contract. See Displaying and Editing Contracts on page 188. Choose a predefined view from the drop-down list to display a list of contracts. Alternatively, you can click Create New View to define your own list view. See Creating Custom List Views on page 230. Click Printable View ( ) to display the current list view in a format that is ready for printing. Click New Contract select Contract from the Create New drop-down list in the sidebar to create a contract. These options display only if you have the “Create” permission on contracts. See Creating Contracts on page 190. Click any column heading to sort the contracts in ascending order using that column's information. Click the heading a second time to sort in descending order. At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click the Next Page (or Previous Page) link to go to the next or previous set of contracts. At the bottom of the list view, select fewer or more to view a shorter or longer display list.

See Also:
Displaying and Editing Contracts Creating Contracts Deleting Contracts Enabling the Customer Portal for Contacts and Person Accounts Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists

187

Contracts

Displaying and Editing Contracts

Displaying and Editing Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: To change contracts: “Read” on contracts “Edit” on contracts AND “Read” on accounts To change activated contracts: “Activate Contracts”

Displaying Contracts Once you have located a contract on the contracts home or list pages, click the contract number to display detailed information. From an account, click the contract number in the Contracts related list to display the contract. All contracts associated with the account are listed in the Contracts related list. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page. Viewing Contract Updates and Comments (Chatter) Display a Chatter feed of updates, comments, and posts about the contract. Editing Contracts To update a contract, click Edit, and then change the fields that you want to update. When you have finished, click Save. You can also select Save & New to save the current contract and create another. Users with the “Edit” permission on contracts can edit contracts until they are activated. Use inline editing to edit fields directly on the detail page. If inline editing isn't enabled, contact your salesforce.com administrator. Contract Related Lists The lower portion of the display provides a snapshot of key information relating to the contract. 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. You can click on individual items to display additional detail. Click more at the bottom of the page or View More below a related list to display more items. Click New to directly add new items. Note: Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce.com administrator. Printing Contracts To open a printable display of the record details, in the top-right corner of the page, click Printable View.

188

Contracts

Displaying and Editing Contracts

To return to the last list page you viewed, click Back to list at the top of the contracts detail page. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page. For more information, see Navigating on page 10.

See Also:
Contract Approval Requests Contract History Contract Fields Creating Contracts Cloning Contracts Deleting Contracts Tagging Records Searching for Contracts

Contract Approval Requests
Available in: Professional, Enterprise, Unlimited, and Developer Editions

The Approval Requests related list on a contract detail page tracks the status of each approval request. This list displays information about each approval request and includes the status and any approve or reject comments. When the status is Pending, no comment is included.

See Also:
Approving Contracts

Contract History
Available in: Professional, Enterprise, Unlimited, and Developer Editions

The Contract History related list of a contract detail page tracks changes to a contract while its status is either In Approval Process or Activated. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the contract, a new entry is added to the Contract History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the contract are not tracked in the contract history. For information about setting up which fields are tracked, see Tracking Field History on page 928.

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Viewing Contract Updates (Chatter)

Viewing Contract Updates (Chatter)
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Display a Chatter feed of updates, comments, and posts about the contract. Note: If Salesforce Chatter isn't enabled, contact your administrator.

• •

Show or hide Chatter feeds using the Show Chatter and Hide Chatter links at the top of a feed. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To view the full feed, above the update, click All Updates.

Following Contracts
When you follow a contract, your Chatter feed on the Home tab includes field changes and contract feed updates. • • • To follow a contract, click Follow. To stop following, click Following . The Followers list shows you who is following the contract. To view a full list, click Show All. You automatically follow records you own. To disable this feature, go to Your Name ➤ Setup ➤ My Chatter Settings ➤ My Feeds, select Stop automatically following records, and then click Save.

See Also:
Chatter Overview Using Chatter Feeds

Creating Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: To create contracts: “Read” on contracts “Create” on contracts AND “Read” on accounts

You must have at least read access to an account in order to associate a contract with it. To create a contract: 1. Select Contract from the Create New drop-down list in the sidebar, or click New next to Recent Contracts on the contracts home page. Select an Account Name to associate the new contract with that account.

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Cloning Contracts

Alternatively, view the account record first and click New in the Contracts related list. 2. Choose a contract status. 3. Enter the start date of the contract. 4. Enter the number of months that the new contract will be in effect. Note: Your administrator may have configured Salesforce.com to calculate Contract End Date based on Contract Start Date and Contract Term. If Contract End Date is auto-calculated, it will not display on the contracts edit page. 5. Enter the rest of the information for the new contract. For a definition of each field, see Contract Fields on page 192. 6. Click Save. The contract is listed under the Contracts related list of the account. Enterprise, Unlimited, and Developer Edition organizations can activate record types that prompt you to choose a Record Type when creating a record. This determines the picklist values and status values available when creating and editing a record. For instructions on enabling record types for contracts, see Managing Record Types on page 1097. If your organization uses divisions, the division of a new contract is automatically set to the division of the related account.

See Also:
Cloning Contracts Contract Fields Contracts Home Deleting Contracts

Cloning Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: To clone contracts: “Read” on contracts “Create” on contracts AND “Read” on accounts

The Clone button on a contract quickly creates a new contract with the same information as the existing contract. For example, you can add multiple contracts for the same account. Click Clone on an existing contract. Enter or change any information for the new contract and click Save.

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Contract Fields

Note: If you have read-only access to a field, the value of that field is not carried over to the cloned record.

See Also:
Contract Fields Deleting Contracts

Contract Fields
Available in: Professional, Enterprise, Unlimited, and Developer Editions

A contract has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields may not be visible or editable. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Field
Account Name Activated By Activated Date Billing Street

Description Name of account associated with the contract. Name of the person that activated the contract. Activation date of the contract. Street address used for billing. Up to 255 characters are allowed in this field. City portion of billing address. Up to 40 characters are allowed in this field. State or province portion of billing address. Up to 20 characters are allowed in this field. Zip or postal code portion of billing address. Up to 20 characters are allowed in this field. Country portion of billing address. Up to 40 characters are allowed in this field. User at your organization who authorized the contract. Date that the contract was authorized. Division to which the contract belongs. This value is automatically inherited from the related account. Available only in organizations that use divisions to segment their data. Last day the contract is in effect. Your administrator can configure Salesforce.com to calculate Contract End Date based on Contract Start Date and Contract Term.

Billing City

Billing State/Province

Billing Zip/Postal Code

Billing Country

Company Signed By Company Signed Date Contract Division

Contract End Date

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Contract Fields

Field

Description If this field is auto-calculated, it will not display on the contracts edit page.

Contract Name Contract Number

Title for the contract that distinguishes it from other contracts. Unique number automatically assigned to the contract. Numbering for contracts starts at “100.” (Read only) Administrators can modify the format and numbering for this field. See Modifying Standard Auto-Number Fields on page 887. User who owns the contract record. First day that the contract is in effect. Number of months that the contract is in effect. User who created the contract record. Contact on the account that authorized the contract. Date the contact signed the contract. Title of the contact who signed the contract. Statement describing the contract. User who most recently changed the contract record. Number of days before the contract end date you want to send the notification, if the contract owner and account owner wants to be notified of an upcoming contract expiration. Primary mailing or shipping street address of account. Up to 255 characters are allowed in this field. City portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. State or province portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Zip or postal code portion of primary mailing or shipping address. Up to 20 characters are allowed in this field. Country portion of primary mailing or shipping address. Up to 40 characters are allowed in this field. Any terms that you have specifically agreed to and want to track in the contract. Indicates the stage that the contract has reached in the contract business process. Your organization can add values to this picklist within three system-defined contract status categories: Draft, In Approval Process, and Activated. You

Contract Owner Contract Start Date Contract Term (months) Created By Customer Signed By Customer Signed Date Customer Signed Title Description Last Modified By Owner Expiration Notice

Shipping Street

Shipping City

Shipping State/Province

Shipping Zip/Postal Code

Shipping Country

Special Terms

Status

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Field

Description can use these status categories to track contracts within your business process using reports and views. Important: The Status field cannot be updated by approval processes. If you want to use the contract status as part of an approval process, Salesforce.com recommends creating a custom status field.

Custom Links

Listing of custom links for contracts set up by your administrator.

See Also:
Displaying and Editing Contracts Creating Contracts Cloning Contracts

Approving Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To approve contracts: “Approve Contracts”

Your organization may already have a process for approving contracts. For example, you may have one person designated for each team to approve contracts. You may also have one administrator designated to activate contracts. If so, your Salesforce.com administrator can customize Salesforce.com to give the appropriate people the permissions they need to perform their part of the contract life-cycle. Before you begin customizing Salesforce.com, define the life-cycle of a contract in your organization. Use the following basic contract approval process to get started: 1. A user creates a contract. This user needs to have the “Edit” permission on contracts. All newly created contracts have a Draft status. 2. The contract owner sends an approval request to have the contract approved by a team lead. The first approval request on a contract changes its status to In Approval Process. 3. The team lead accepts or rejects the contract approval request. If rejected, the contract owner can make changes to the contract and submit another approval request. The status remains In Approval Process whether the approval request was accepted or rejected. 4. If accepted, a contract administrator activates the contract. Users with the “Activate Contracts” permission can activate a contract. Activating a contract changes the contract status to Activated and makes the contract read only. Activated

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Approving Contracts

contracts cannot be changed and only users with the “Delete Activated Contracts” permission can delete a contract with Activated status.

Sending Approval Requests
To send an approval request for a contract: 1. 2. 3. 4. 5. Select the contract. Click New in the Approval Requests related list. Select the person you want to receive the approval request. Enter any request comments. Click Save. Salesforce.com sends an email approval request to the recipient you selected. The recipient can click a link in the email to view the contract and click Approve to accept the contract or Reject to return the approval request. All approval requests are tracked in the Approval Request related list. Note: Approval request comments are limited to 4,000 characters. In Chinese, Japanese, or Korean, the limit is 1,333 characters.

Receiving Approval Requests
Use the Approval Pending list on the contracts home page to view all the contracts that require your approval. When you receive an email approval request, click the included link to view the contract. • Click Approve to accept the contract as is and notify the contract owner that the request is approved. You will be prompted to select an approval request status and enter any approval request comments. Click Save to send and save the approval request. Click Reject to return the approval request. Select an approval request status and enter any comments that you want attached to the approval request. Click Save to send your response and save the approval request. Note: You can use the standard contracts approval functionality alone or together with approval processes. The Status field cannot be updated by approval processes. If you want to use the contract status as part of an approval process, Salesforce.com recommends creating a custom status field.

See Also:
Activating Contracts Displaying and Editing Contracts Creating Contracts

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Activating Contracts

Activating Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To activate contracts: “Activate Contracts” AND “Read” and “Edit” on contracts

Administrators and users with the “Activate Contracts” permission can activate contracts. To edit an activated contract, a user must have the “Activate Contracts” permission. Activating a contract changes the contract status to Activated and makes the contract read only. Activated contracts cannot be changed and only users with the “Delete Activated Contracts” permission can delete a contract with Activated status. To activate a contract: 1. Select the contract you want to activate. 2. Click Activate. The status of an activated contract is “Activated.”

See Also:
Approving Contracts Displaying and Editing Contracts

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Deleting Contracts

Deleting Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To delete inactivated contracts: “Delete” on contracts AND “Read” on accounts To delete activated contracts: “Delete Activated Contracts” AND “Read” on accounts

To delete a contract, click Del next to the contract on the contracts list page. You can also delete a contract by clicking Delete on the contract detail page. When you delete a contract, all related notes, attachments, events and tasks, history, and approval requests are deleted. Associated accounts are not deleted with the contract. The deleted contract is moved to the Recycle Bin. If you undelete the contract, any related items are also restored.

See Also:
Recycle Bin Activating Contracts

Searching for Contracts
Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view contracts: “Read” on contracts

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. 3. From the search results, click an item to open it or click Edit, if available.

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Custom Object Records

Custom Object Record Overview

You can also create a contract list view to find contracts that match specific criteria.

See Also:
Search Overview

CUSTOM OBJECT RECORDS
Custom Object Record Overview
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

Custom objects records store information that is unique and important to you and your organization. For example, your organization may use a custom object called “Quotes” to store data for your company's sales quotes. You can also use custom objects for custom applications, such as tracking software enhancements in a development life-cycle. Your administrator first defines the custom object and its properties, such as custom fields, relationships to other types of data, page layouts, and a custom user interface tab. Once the custom object is created and deployed to users, you can enter data to create individual custom object records. If your administrator has created a tab for the custom object, the tab displays a home page that lets you quickly create and locate custom object records. You can also sort and filter your custom object records using standard and custom list views. In addition, the tab lets you view and edit detailed information on each custom object record to which you have access. Administrators, and users with the “Modify All Data” permission, can import custom objects. See What Is Imported for Custom Objects? on page 692. Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Custom Objects Home Defining Custom Objects

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Custom Objects Home

Custom Objects Home
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view a custom object tab: To view custom object records: “Read” on the custom object “Read” on the custom object

Clicking on a custom object tab displays the tab home page. The name of a custom object tab is the plural form of the custom object as defined by your administrator. • To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. List views let you display a list of records that match specific criteria, such as all custom objects for a tab or just the ones you own. To edit or delete any view you created, select it from the View drop-down list and click Edit. If custom objects are shared with external contacts via Salesforce to Salesforce, choose one of the list views under [Custom Object Name] from Connections to view the custom objects that your business partners have shared with you. In the Recent section, select an item from the drop-down list to display a brief list of the top custom object records matching that criteria. From the list, you can click any custom object name to go directly to the detail. Toggle the Show 25 items and Show 10 items links to change the number of items that display. The fields you see are determined by the “Custom Object Tab” search layout defined by your administrator and by your field-level security settings (available in Enterprise, Unlimited, and Developer Editions only). The key list choices are: Recent Custom Objects Choice Recently Viewed Description The last ten or twenty-five custom object records you viewed, with the most recently viewed item listed first. This list is derived from your recent items and includes records owned by you and other users. The last ten or twenty-five custom object records you created, with the most recently created item listed first. This list only includes records owned by you. The last ten or twenty-five custom object records you updated, with the most recently updated item listed first. This list only includes records owned by you.

• •

Recently Created

Recently Modified

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Viewing Custom Object Lists

Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Custom Object Record Overview Displaying and Editing Custom Object Records Creating Custom Object Records Deleting Custom Object Records Creating Custom List Views Custom Help Overview Replacing Salesforce.com Online Help

Viewing Custom Object Lists
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object lists: To create custom object records: “Read” on the custom object “Create” on the custom object

Note: If your administrator has enabled enhanced lists, you can use additional tools to customize, navigate, manage, and edit list data. The custom objects list page displays a list of custom object records in your current view. From this page, you can view detailed custom object record information and access other related information. A list view includes custom object records of one type only; you cannot view more than one type of custom object in a single list view. Note: Buttons and links mentioned in the online help only display for those users who have the appropriate user permissions to use them. • • • • Click a custom object name to view the custom object record detail. Click Edit or Del next to a custom object record name to edit or delete the record. See Displaying and Editing Custom Object Records on page 201. To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Printable View ( ) to display the current list view in a format that is ready for printing. To take ownership of custom object records in a queue, view the queue list view, check the box next to one or more records, and then click Accept.

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Displaying and Editing Custom Object Records

Note: You can view and accept records only from queues of which you are a member or if you are higher in the role hierarchy than a queue member. Administrators, users with the “Modify All” object-level permission for the given object, and users with the “Modify All Data” permission, can view and take records from any queue. • To transfer ownership of multiple records at once, check the box next to one or more custom object records and click Change Owner. Enter the new record owner, optionally select Send Notification Email to send an email to the new record owner, and click Save. Click New Custom Object Name or select the custom object name from the Create New drop-down list in the sidebar to create a new custom object of that type. These options display only if you have the “Create” permission on the custom object. See Creating Custom Object Records on page 203. Click any column heading to sort the records in ascending order using that column’s information. Click a column heading a second time to sort in descending order. At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click the Next Page (or Previous Page) link to go to the next or previous set of records. At the bottom of the list, select fewer or more to view a shorter or longer display list. Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

• • • •

See Also:
Custom Object Record Overview Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists

Displaying and Editing Custom Object Records
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object records: To change custom object records: “Read” on the custom object “Edit” on the custom object

Note: Buttons and links mentioned in the online help only display for those users who have the appropriate user permissions to use them. Displaying Custom Object Records Once you have located a custom object record on the custom objects tab home or list pages, click the custom object record name to display detailed information. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record's detail page.

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Displaying and Editing Custom Object Records

If the Service Cloud console is set up to include custom objects, select it from the Force.com app menu to find, view, and edit custom object records and their related items on one screen. See Using the Service Cloud Console on page 2523. Editing Custom Object Records To update custom object record details, click Edit, and then change the fields you want to update. When you have finished, click Save. You can also click Save & New to save the current custom object record and create another. Required fields are marked with red. Note: You cannot change the Object Name or Data Type if the custom object is referenced in an Apex script. For more information, see Force.com Apex Code Overview on page 1656.

Custom Object Related Lists The lower portion of the custom object record detail page provides information related to the custom object record, including activities, notes, attachments, and any other related records. 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. You can click on individual items to display additional detail. Click more at the bottom of the page or View More below a related list to display more items. Clicking New lets you directly add new items. Note: Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce.com administrator. Printing Custom Object Records To open a printable display of the record details, in the top-right corner of the page, click Printable View. To return to the last list page you viewed, click Back to list at the top of any custom object record detail page. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page. See Navigating on page 10 for more information. Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Custom Object Record Fields Creating Custom Object Records Deleting Custom Object Records Searching for Custom Object Records Tagging Records Using Custom Related Lists

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Creating Custom Object Records

Creating Custom Object Records
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object records: To create custom object records: “Read” on the custom object “Create” on the custom object

To create a new custom object record: 1. Click New Custom Object Name. 2. Enter the information for the custom object record. 3. Click Save when you are finished, or click Save & New to save the current record and add another. If your administrator has defined relationships to other types of records, you can automatically associate the new custom object with another record. View the other record and select the custom object name from the Create New drop-down list in the sidebar, or click New Object Name in the custom object related list of the other record. If your organization uses divisions to segment data, custom objects that are detail objects in a master-detail relationship inherit their division from the master object. Custom objects that are not related to other records are automatically in the global division. Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Custom Object Record Fields Custom Objects Home Defining Custom Objects

203

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Cloning Custom Object Records

Cloning Custom Object Records
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To clone custom object records: “Create” on the custom object

The Clone button on a custom object record quickly creates a new custom object record with the same information as the existing record. To clone a custom object record: 1. Click Clone on an existing custom object record. 2. Enter or change any information for the new record. 3. Click Save. Note: If you have read-only access to a field, the value of that field is not carried over to the cloned record.

See Also:
Custom Object Record Fields

Using Custom Related Lists
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object record related lists: “Read” on the custom object AND “Read” on the associated record To change custom object records: To create custom object records: To delete custom object records: “Edit” on the custom object “Create” on the custom object “Delete” on the custom object

Custom related lists display on the lower portion of the detail page for another record. They list the custom object records that are associated with that record. From a custom related list, you can:

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Custom Object Record Fields

• • •

Click the custom object record name to view detailed information. Click Edit or Del to edit or delete the custom object record. Click New to create a new custom object record that is associated with the record you are viewing.

Your administrator defines whether a custom object can be related to another type of record via master-detail or lookup relationships. The administrator also specifies whether a custom related list displays on the page layout of the associated record. For more information, see Overview of Relationships on page 1489. Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Custom Object Record Overview Displaying and Editing Custom Object Records Creating Custom Object Records Deleting Custom Object Records

Custom Object Record Fields
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

Custom object record fields contain the data you enter for your custom object records. Here is a description of the fields (in alphabetical order) that make up a custom object record. Some of these fields may not be visible or editable depending on your page layout and field-level security settings. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Your administrator may also have defined additional custom fields. Field
Created By Currency Division

Description User who created the record. Currency of the record if multicurrency is enabled. Division to which the custom object record belongs. Custom objects that are “detail” objects in a master-detail relationship inherit their division from the master object. Custom objects that are not related to other records are automatically in the global division. Available only in organizations that use divisions to segment their data. User who most recently changed the record. Identifier for the custom object record. This name appears in page layouts, related lists, lookup dialogs, search results, and key lists on tab home pages. By default, this field is added to the custom object page layout as a required field.

Last Modified By Name

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Deleting Custom Object Records

Field
Owner

Description Assigned owner of the custom object record. If the custom object becomes the detail side of a master-detail relationship, this field is removed, as ownership of the data is controlled by the master object, or by the primary master object for a custom object with two master-detail relationships. Note: Custom objects on the “detail” side of a master-detail relationship cannot have sharing rules, manual sharing, or queues, as these require the Owner field.

Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Custom Objects Home Custom Object Record Overview

Deleting Custom Object Records
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To delete custom object records: “Delete” on the custom object

To delete a custom object record, click Del next to the record on the custom objects list page or in the custom related list of an associated record. You can also delete a custom object record by clicking Delete on the custom object record detail page. When you delete a custom object record, all related events, tasks, notes, and attachments are also deleted. If the custom object is the master object in a master-detail relationship, any associated detail records are also deleted. If the custom object is in a lookup relationship or the detail side of a master-detail relationship, any associated records are not deleted. The deleted custom object record is moved to the Recycle Bin. If you undelete the record, any related items are also restored. Note: You can delete a custom object record if you are an administrator, the record owner, or a user above the record owner in the organization role hierarchy, and if you have the appropriate user permission. Custom objects that are on

206

Custom Object Records

Searching for Custom Object Records

the detail side of a master-detail relationship do not have an Owner field and can be deleted by any user who has access to edit the associated master record.

See Also:
Recycle Bin Overview of Relationships Managing Custom Objects Deleting Relationship Groups Removing Members from Relationship Group Members

Searching for Custom Object Records
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view custom object records: “Read” on the custom object

1. Enter your search terms in the sidebar or header search box. If you're using the sidebar, click Advanced Search... to find matches in additional fields. 2. Click Search. 3. From the search results, click an item to open it or click Edit, if available. You can also create a custom object list view to find custom object records that match specific criteria. Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Search Overview

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Sharing Custom Object Records

Sharing Custom Object Records
Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view a custom object record: “Read” on the custom object

Your administrator defines the default sharing model for your entire organization. You can change this model to extend sharing to more users than the default set by your administrator. However, you cannot change the sharing model to make it more restrictive than the default. To view and manage sharing details, click Sharing on the custom object record detail page. The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to the record. On this page, you can do any of the following: • • To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. Click Add to grant access to the record for other users, groups, roles, or territories. Note: To share a custom object record with another user, that user must have the “Read” permission on the custom object. • • Click Expand List to view all users that have access to the record. For manual sharing rules that you created, click Edit or Del next to an item in the list to edit or delete the access level. Note: If you need information on a specific custom object, please contact your Salesforce.com administrator about creating custom help for your custom objects. Salesforce.com Online Help covers the standard objects provided with the initial Salesforce.com integration.

See Also:
Granting Access to Records Viewing Which Users Have Access

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Documents

Document Library Overview

DOCUMENTS
Document Library Overview
Available in: All Editions

A document library is a place to store files without attaching them to accounts, contacts, opportunities, or other records. Each document in the document library resides in a folder. The folder’s attributes determine the accessibility of the folder and the documents within it. To learn more about how files are used in Salesforce.com, see Understanding Files in Salesforce.com on page 288.

Displaying The Documents Tab
The Documents tab is automatically displayed for all users who have the standard profiles and who have not previously customized their tabs. If your Documents tab is not visible, you can customize your display to show it. For more information, see Customizing Your Display on page 35. Note: The Documents tab is not part of Salesforce CRM Content.

See Also:
Documents Home Monitoring Resources Salesforce CRM Content Overview

Documents Home
Available in: All Editions

User Permissions Needed To view Documents tab: To view documents: To upload new documents: “Read” on documents “Read” on documents “Create” on documents

Clicking on the Documents tab displays the documents home page.

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Documents

Viewing Document Lists

Note: If the Documents tab is not visible, you can customize your display to show it. For more information, see Customizing Your Display on page 35. • • • Under Find a Document, enter keywords to search for a document. In the Document Folders section, select a folder to view all the documents contained in that folder. The Recent Documents section displays the last ten or twenty-five documents you viewed, with the most recently-viewed document listed first. This list is derived from your recent items and includes records owned by you and other users. Toggle the Show 25 items and Show 10 items links to change the number of items that display. In the Recent Documents section, click New to upload a new document. Note: The Documents tab is not part of Salesforce CRM Content.

See Also:
Document Library Overview Viewing Document Lists Displaying and Editing Document Properties Uploading and Replacing Documents Deleting Documents Changing Document Authors Searching for Documents Managing Folders

Viewing Document Lists
Available in: All Editions

User Permissions Needed To view documents: To change document properties: To replace documents: To delete documents: “Read” on documents “Edit” on documents “Edit” on documents “Delete” on documents

The documents list page displays a list of documents in a selected folder. From this page, you can view detailed document information or manipulate the document. • • Click the document name to view document property details. For information on the document details, see Displaying and Editing Document Properties on page 211. Click Edit next to a document to view document file properties. For more details, see Displaying and Editing Document Properties on page 211.

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Documents

Displaying and Editing Document Properties

• • • • • • • •

Click Del to remove the document from the document library. All deleted documents will be moved to the Recycle Bin. For more information, see Deleting Documents on page 215. Click View to open the file in its associated application. If a file type is not recognized or the application is not loaded on your machine, Salesforce.com displays a standard download dialog prompting you to choose a save option. Choose a folder to view a list of documents stored in that folder. Click any column heading to sort the documents in ascending order by the information in that column. Click the same column heading again to sort documents in descending order. At the top and bottom of the list, click a letter to display the contents of the sorted column that begin with that character. Click the Next Page (or Previous Page) link to go to the next or previous set of documents. At the bottom of the document list, select fewer or more to view a shorter or longer display list. Click Printable View ( ) to display the current list view in a format that is ready for printing.

Note: If you cannot find a document, you may not have access to the folder that contains it. For more information about folders, see Managing Folders on page 1145.

Displaying and Editing Document Properties
Available in: All Editions

User Permissions Needed To view documents: To update properties: To replace documents: To move documents: To delete documents: “Read” on documents “Edit” on documents “Edit” on documents “Edit” on documents “Delete” on documents

Displaying Documents - Once you have located a document on the documents home or list pages, click the document name to display detailed information. Editing Documents - To update document properties, click Edit, and then change the properties you want updated. When you have finished, click Save. See Document Properties on page 214 for a description of the document properties. Deleting Documents - To delete a document, click Delete. See Deleting Documents on page 215 for more information about deleting documents. Updating Documents - To replace a document with an updated version, click Replace Document. See Uploading and Replacing Documents on page 212 for instructions on replacing documents. Emailing Documents - To email a document to a contact, click Email Document, fill in the details of the email, and click Send. The document is sent as an attachment to the email and is logged in the Activity History for the contact. Documents that reference URLs rather than physical files cannot be emailed. For a document that is an image embedded in an HTML email template, such as a logo in a letterhead, make sure the document is marked as Externally Available on the

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Uploading and Replacing Documents

Documents tab so that a user who does not have a Salesforce.com username and password can view the image when it is received in an email. Searching a Document - To search for a document, enter search terms and click Find Document. A list of documents that match your search terms displays. You can search for terms using the following fields: • • •
Document Name Keywords Description

If Document Content Searchable is checked, the content of a document can also be searched. Viewing Folder Contents - To view all the documents in a folder, click the folder name. Moving Documents - To store a document in a different folder, click Edit, choose a new folder, and click Save. To return to the last list page you viewed, click Back to list at the top of any documents detail page. See Navigating on page 10 for more information.

See Also:
Tagging Records Uploading and Replacing Documents Searching for Documents

Uploading and Replacing Documents
Available in: All Editions

User Permissions Needed To upload new documents: To replace documents: “Create” on documents “Edit” on documents

Uploading a New Document
To upload a document: 1. Click New Document from the Documents tab or click New next to Recent Documents on the documents home page. If you do not have a New Document option, check if you have the correct permissions. 2. Specify a descriptive Document Name. If you want to use the file name, leave this field blank. The file name will appear automatically when you upload the file. 3. If you have the “Customize Application” permission, enter a unique name to be used by the API and managed packages. 4. You can check: • •
Internal Use Only if the document is confidential. Checking this box does not change the visibility of the file but

prevents it from being publicly accessible. Externally Available Image if the document is an image, such as a logo, that's not confidential. Check this box to:

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Uploading and Replacing Documents

5. 6. 7. 8.

Make the image available from HTML email templates without requiring a Salesforce.com username and password Use the image as a custom tab icon or custom app logo, which do require a Salesforce.com username and password to view Display the image in meeting requests

Select a folder for the document. Enter a description to use later as search criteria. Enter keywords that you can use later as search criteria. Select a document or path option. • • To upload a document, click Browse, choose the file, and click Open. To store a link to the document, enter the location of the document. Enter a path and file name or a URL such as: C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or http://www.salesforce.com.

9. Click Save.

Replacing a Document
To replace a document with an updated version: 1. Display the document you want to replace. For instructions on locating a document in the document library, see Searching for Documents on page 217. 2. Click Replace Document. 3. Select a document or path option. • • To upload a replacement, click Browse, choose the file, and click Open. To store a link to the replacement, enter the location of the replacement. Enter a path and file name or a URL such as: C:\Quotes\quote.doc, \\Server\Departments\Marketing\logo.doc, or http://www.salesforce.com.

4. Click Replace Document.

Tips for Uploading or Replacing Documents
• • Documents stored as links cannot be attached to emails, but they save space in your document library. If document content search is enabled, Salesforce.com will also perform a full-text search of the document. When a new document is uploaded or an old one is replaced, its contents are available for searches. For more information, see Searching for Documents. Salesforce.com stores the most recent upload date as the modified date. You can upload documents that have file names of up to 255 characters including the extension. The size limit for any document you upload is 5 MB. The maximum size for a custom-app logo is 20 KB. Your organization’s used file storage includes all files stored in the document library. If the Disallow HTML documents and attachments security setting is enabled for your organization, you cannot upload files with the following file extensions: htm, html, htt, htx, mhtm, mhtml, shtm, shtml, acgi.

• • • • •

See Also:
Searching for Documents Monitoring Resources

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Document Properties

Document Properties
Available in: All Editions

Below is a description of the properties in alphabetical order that are stored for each document in the document library. Field
Author

Description The main point of contact for a document. Initially, the person uploading the document is the author. Thereafter, the author can be any selected user. The name of the person who originally uploaded the file. The name of the person who last uploaded the file. The name of the folder that contains the document. A checkbox that indicates if the content within a document can be searched via the Find Document button on the Documents tab. This checkbox is automatically set by Salesforce.com. The name of the document including its file extension. A unique name used to refer to the document when using the Force.com API. In managed packages, this name prevents naming conflicts on package installations. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. With this field, a developer can change certain components' names or titles in a managed package and the changes are reflected in a subscriber's organization. A statement distinguishing this document from others. A checkbox that indicates if the document is confidential. The Internal Use Only and Externally Available Image checkboxes are mutually exclusive; you cannot select both. A checkbox that indicates if the document is an image available for HTML email templates, such as a logo in a letterhead, and does not require a Salesforce.com username and password to view in an email. This checkbox indicates if the document is an image used as a custom app logo or custom tab icon, which require a Salesforce.com username and password to view.

Created By Modified By Folder Document Content Searchable

Document Name Document Unique Name

Description Internal Use Only

Externally Available Image

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Deleting Documents

Field

Description The Internal Use Only and Externally Available Image checkboxes are mutually exclusive; you cannot select both.

Keywords

An open text field containing one or more words that describe the document. The program checks for matches in this field when doing a search. Stored in place of Document Name if you prefer to create a link to the document instead of uploading it. The size of the document in bytes. The file type is determined by the file extension. For example, filename.ppt is recognized as a PowerPoint file. If the Disallow HTML documents and attachments security setting is enabled for your organization, you cannot upload files with the following file extensions: htm, html, htt, htx, mhtm, mhtml, shtm, shtml, acgi.

Path

Size Type

See Also:
Displaying and Editing Document Properties Viewing Document Lists

Deleting Documents
Available in: All Editions

User Permissions Needed To delete documents: To restore documents: “Delete” on documents “Delete” on documents

To delete a document, click Del next to the document on the documents list page. Alternatively, click Delete on the documents detail page. When you delete a document, Salesforce.com stores it in the Recycle Bin. You can restore the document to your document library within that time by clicking Undelete from the Recycle Bin. Note: • You can delete any document in your personal folder but you can only delete a document in a public folder if you have the “Manage Public Documents” permission.

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Changing Document Authors

If you delete a document that's included in a letterhead or HTML email template, any emails using the letterhead or template display a broken link in its place. You can fix the broken link by removing the document from the Recycle Bin. You can't delete a document that's being used as a custom logo in meeting requests. To delete it, you must either select another document to use as a logo or uncheck the option to display a custom logo in meeting requests.

See Also:
Managing Folders Recycle Bin

Changing Document Authors
Available in: All Editions

User Permissions Needed To change documents: “Edit” on documents

Since documents are stored in folders that control user access, documents do not have owners like other types of records, but they do have authors. The author represents the user that originally uploaded the document file. To change the author of a document: 1. View the document you want to modify. 2. Click Change next to the Author field. The Change link displays only on the detail page, not the edit page. If you do not see the Change link, you may not have sufficient privileges to change a document author. 3. Enter a new author name. Alternatively, click the lookup icon to choose from a list of users. 4. Check the Send Notification Email box if you would like to alert the new author of this change. Note: When you change document authorship, Salesforce.com does not change the document’s visibility.

See Also:
Managing Folders

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Searching for Documents

Searching for Documents
Available in: All Editions

User Permissions Needed To view documents: “Read” on documents

To find specific documents, use the Find Document button on the documents home page. 1. Click the Documents tab. 2. Enter your search terms. Salesforce.com searches the following fields: • • •
Document Name Keywords Description

3. Click Find Document. The search returns a list of documents that match all your search terms. The search results are listed in order of the closest matches. The Keywords and Document Name fields are used to determine the closest matches. The fields you see are predefined and cannot be changed. Tip: Use quotation marks around a phrase to search for the words in that sequence. For example, a search for “my logos” returns documents whose fields or content contains that exact phrase, as well as my and logos. Without quotation marks, your search returns any document whose fields or content includes any of the words in the search. For example, my logos returns documents whose fields or content contains my and logos. 4. Select any document to jump directly to the detail page for that document, or click View to open the document in a new window. If document content search is enabled, Salesforce.com will also perform a full-text search of the document. When a new document is uploaded or an old one is replaced, its contents are available for searches. To enable document content search: 1. Click Your Name ➤ Setup ➤ Customize ➤ Search ➤ Search Settings. 2. Select Enable Document Content Search. Note: Salesforce.com automatically determines if the contents of a document can be searched. If the Document Content Searchable property is checked on a document, then its contents have been processed successfully and can be searched. If your document is large, it may take several minutes before Salesforce.com searches the contents of a document and marks the Document Content Searchable property. You can also find documents using Global Search. 1. Enter your search terms in the header search box. 2. Select Search Options... from the drop-down and select Documents to narrow your search results. 3. Click Search.

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The following file types are supported for a document content search. Note: The contents of documents that exceed the maximum sizes are not searched; however, the document fields are still searched. Only the first one million characters of text are searched. Text beyond this limit is not included in the search. File Type File Extensions Maximum Size 5,120 KB

HTML (only the text within a <body> .htm tag)
.html .xhtml

PDF PPT

.pdf .pot .pps .ppt .pptx

25,600 KB 25,600 KB

RTF Text

.rtf .c .cpp .css .csv .ini .java .log .sql .txt

5,120 KB 5,120 KB

Word

.doc .docx .docm .dot

25,600 KB

XLS

.xls .xlsm .xlsx .xlt

5,120 KB, or a maximum cell limit of 100,000 cells

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Email Overview

File Type XML

File Extensions
.xml

Maximum Size 5,120 KB

In some instances documents are not searched. These include: • • If a file extension is changed to a different format, it is not searched, even if both extensions are valid. For example, a .txt file that is renamed to .rtf is not searched. PDF and Word documents may have security restrictions that prevent them from being searched. To ensure that the content is searchable, the “content extraction” property on your file must be set to “Enabled” when creating your document.

See Also:
Search Overview Uploading and Replacing Documents Search Fields Refining Search Using Wildcards Refining Search Using Operators

EMAIL
Email Overview
Available in: All Editions Mass email not available in: Personal, Contact Manager, and Group Editions

You can email contacts, leads, person accounts, and users in your organization directly from account, contact, lead, opportunity, case, campaign, or custom object pages. Using mass email in Professional, Enterprise, Unlimited, and Developer Edition organizations, you can email a list of contacts, leads, or person accounts for small-scale sales or support emails. This functionality is intended to facilitate your business processes, not replace your existing email application or handle mass marketing campaigns. Using the API, you can send single emails to a maximum of 1,000 external email addresses per day based on Greenwich Mean Time (GMT). Single emails sent using the application do not count towards this limit. You can send mass email to a maximum of 1,000 external email addresses per day based on Greenwich Mean Time (GMT). The maximum number of external addresses you can include in each mass email depends on the Edition of Salesforce.com you are using: Edition Professional Limit 250

219

Email

Sending Email

Edition Enterprise Edition Unlimited Edition

Limit 500 1000

You can send an unlimited amount of email to your internal users. These limits also apply to emails sent from the API and Apex. When you send an email, you can choose a predefined template for the message. To personalize your message, the template can include merge fields that are replaced with information from the Salesforce.com record when the email is sent. For instance, your organization may want to use a standard template to communicate solution information to customers with cases. Your administrator maintains organization-wide templates, and you can maintain your own personal templates.

See Also:
Sending Email Sending Mass Email Editing Email Settings Email Fields Managing Email Templates Force.com Connect for Microsoft Outlook Overview What is a Person Account? Testing Deliverability

Sending Email
Available in: All Editions

User Permissions Needed To send emails: To create an organization-wide address: “Send Email” “Modify all Data”

To send email to a contact, lead, person account, or other user: 1. Click Send An Email on the Activity History related list of a record. Or, from a case, click Send An Email or Reply from the Email related list. This option is available only to organizations using Email-to-Case or On-Demand Email-to-Case. 2. Optionally, you can specify the sending address of the email from the From drop-down list for emails associated with Email-to-Case or On-Demand Email-to-Case; or if the email name or email address in your email settings is different from the email name or email address on your user record. When creating a new outbound Email-to-Case or On-Demand Email-to-Case message, the From address is auto-populated with your name. When replying to an inbound message, the From address is auto-populated with the routing address to which the email was sent.

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Sending Email

If you previously defined any organization-wide addresses, the email addresses associated with your user profile also appear in this drop-down list. Organization-wide addresses are not available for Mass Email, or Stay-in-Touch requests. 3. Click Switch to Text-Only to remove any HTML formatting and send a text email. Click Switch to HTML to use HTML formatting. Note: Use HTML formatting if you want to track the email. See Tracking HTML Email on page 226 for more information. 4. Choose a recipient by entering a contact, lead, or person account in the To: field. Only one name can be entered in the To: field. For contacts and leads that have multiple email fields, you can choose an email address. 5. Optionally, choose another record, such as an account, case, or custom object, to associate with the email. 6. Optionally, if you want other people to receive the email as primary recipients, enter email addresses in the Additional To: field, or click the Additional To: link to select individuals from a list. These people do not need to be Salesforce.com records. Email addresses can be separated by semicolons, commas, spaces, or new lines. 7. In the CC: and BCC: fields, enter any additional email addresses, or click the CC or BCC link to select individuals from a list. Email addresses can be separated by semicolons, commas, spaces, or new lines. If your organization has enabled compliance BCC emails, the BCC: field is not available and your Automatic Bcc setting under My Email Settings is disabled. 8. Enter a subject and body for the email, or click Select Template to choose a predefined email template. Choose a folder and select a template from the folder. If necessary, you can modify the content of the template in your email; however, you cannot modify Custom templates. When replying to an Email-to-Case or On-Demand Email-to-Case email, the original email is included in the email body. All or parts of this email can be deleted. 9. If you chose an HTML email template, use the format toolbar to format your text. For details on the format toolbar, see Using the Format Toolbar on page 482. Available in Professional, Enterprise, Unlimited, and Developer Editions only. 10. Optionally, select Attach File to add a file. You can attach multiple files as long as the total size of all attached files does not exceed 10 MB. 11. If Spell Checker is enabled for your organization, click Check Spelling to spell-check the body of the email. Spell Checker does not support all the languages that Salesforce.com supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. If you are using an email template, the Check Spelling button is available for text templates and Visualforce templates without HTML tags. 12. Click Send. If the recipient does not have an email address, Salesforce.com prompts you to edit the person’s email address and click: • • Save Address to add the email address to the record without sending the email. Save Address and Send to add the email address to the record and send the email.

Notes on Sending Email
• • If bounce management is activated and the email bounces, Salesforce.com displays an error message. Click the link in the error message to update the email address and optionally send the email to the updated address. Emails sent via the Send an Email button are listed in the Activity History list of the related records. The Activity History item displays as “Email: <Subject>.” You can click the email subject to view the body of the email. Attachments are not stored with the email, unless they are associated with an Email-to-Case or On-Demand Email-to-Case email.

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• • • •

Emails sent from the Email related list of a case are saved in the Email related list. This functionality is only available for organizations with Email-to-Case or On-Demand Email-to-Case enabled. You can send emails related to any record, as long as you have access to view or edit the record. Email templates give you access only to the fields that are accessible to you via your page layout and field-level security settings. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) Attachments are sent as links if the attachment(s) total size is 3 MB or more or if the attachment is sent using mass email. When recipients click the attachment link in the email, the attachment opens in a separate Web browser, and they can download the file. Attachments sent as links are stored for 30 days.

See Also:
Email Fields Editing Email Settings Sending Mass Email Tracking HTML Email Working with Case Emails What is a Person Account? Testing Deliverability

Sending Mass Email
Available in: Professional, Enterprise, and Unlimited Editions

User Permissions Needed To send mass emails to contacts, person accounts, or leads: To send mass emails to users: "Mass Email" "Mass Email" AND "Manage Users" To send mass emails and log them in the Activity History related list: "Mass Email" AND "Edit Tasks"

You can send a mass email message to a recipient list that consists of contacts, leads, person accounts, or users you can view in Salesforce.com. You can send mass email to a maximum of 1,000 external email addresses per day based on Greenwich Mean Time (GMT). The maximum number of external addresses you can include in each mass email depends on the Edition of Salesforce.com you are using:

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Email

Sending Mass Email

Edition Professional Enterprise Edition Unlimited Edition

Limit 250 500 1000

You can send an unlimited amount of email to your internal users. These limits also apply to emails sent from the API and Apex. 1. Choose the type of recipients for your mass email: • To send mass email to contacts or person accounts, click Mass Email Contacts in the Tools section at the bottom of the Contacts or Cases tabs. If your organization uses person accounts, the link is also in the Tools section at the bottom of the Accounts tab. To send mass email to leads, click Mass Email Leads in the Tools section at the bottom of the Leads tab. To send mass email to users, click Your Name ➤ Setup ➤ Manage Users ➤ Mass Email Users. This link is available to administrators and users with the “Manage Users” permission.

• •

2. Select a list view of recipients and click Go!. By default, the My Contacts, My Leads, Active Users, or My Cases views include all records of that type with an email address. To change the list of recipients, create a new custom view. See Creating Custom List Views on page 230. Contacts, leads, or person accounts that have the Email Opt Out field selected or do not have an email address are not included in any email list views. Note: Person accounts are included in contact list views.

3. All recipients in the list view are selected by default. If there are recipients who should not receive the mass email, deselect them. Optionally, use the top checkbox in the list view to select or deselect all of the recipients listed on the page. 4. Click Next. 5. Choose an email template. Note: You cannot send a mass email using a Visualforce email template.

6. Optionally, click the Preview links to view the templates. In the email template preview window, the template displays with any merge fields included, such as {!Account.AccountNumber}. When you send your email, data from the recipients' records, or any applicable substitute text, is inserted into the email in place of those merge fields. 7. Click Next. 8. On the confirmation page, select from the available Processing Options: • •
BCC me on one message Store an activity for each message

The Activity History item is associated with the contact, lead, or person account and displays as “Mass Email:<Template Description>.” The email subject, body, and attachments are not stored in the Activity History item. To log Activity History items, you must have access to view or edit the records in the recipient list and have the “Edit Task” permission. •
Use my signature

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Sending Mass Email

Optionally, include your email signature in this mass email. This option applies to text emails only. See Editing Email Settings on page 40 for information on creating an email signature. •
Mass Email Name

Enter a name you can use to identify this mass email in the mass email queue. See Monitoring the Mass Email Queue on page 777 for more information. Note: The mass email name only appears in the mass email queue and status messages you receive from Salesforce.com. Salesforce.com does not add the mass email name to the mass email you are sending.

9. In the Delivery Options section, do one of the following: • • Select Send now. Select Schedule for delivery on and click the date/time link to specify when Salesforce.com will send the mass email. Use the adjacent drop-down menu to specify the time zone. Note: Users can click Your Name ➤ Setup ➤ Email ➤ My Mass Emails to view and cancel mass emails they scheduled. Administrators can click Your Name ➤ Setup ➤ Monitoring ➤ Mass Email to view and cancel mass emails scheduled by all users in their organization. See Monitoring the Mass Email Queue on page 777 for more information. 10. Click Send to submit the mass email. 11. Click Finished to complete the mass email wizard.

Notes on Sending Mass Email
• • • Mass email can only be sent to an address in a standard email field. Mass email using a custom email field is not supported. If a standard email field is hidden by field-level security, the Mass Email links for Contacts and Leads do not display. Before you send a mass email, create a custom view of contacts, leads, person accounts, or cases without an email address. In the search criteria, choose “Email equals,” and leave the third field blank. You can then update those records before sending your emails. Unfortunately, there is no way to validate an email address without sending an actual email message. If your template contains a merge field for which there is no data in a particular record, that field does not display in the email you send. To find such blank fields, modify your recipient list view to search for the merge fields you are using in your template, and enter the criterion “<field> equals,” leaving the third field blank. Edit those records that have blank fields before you send your emails. If the email deliverability option Notify sender when mass email completes is selected, you receive an auto-generated status email from Salesforce.com for each mass email you send. The subject line of the status email contains the value you entered in the Mass Email Name field when sending the mass email. Both the mass email queue and the status email contain the following information: Addressed To The number of recipients you selected when creating the mass email. Sent To The number of recipients to which Salesforce.com sent the message. This number may differ from the Addressed To number for the following reasons: The mass email would cause your organization to exceed its daily mass email limit. Salesforce.com does not send the message to any of the intended recipients in this case. One or more selected recipients opted out of receiving mass email after the mass email was scheduled but before it was processed.

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Email Fields

-

One or more selected recipient email addresses were removed from the contact or lead after the mass email was scheduled but before it was processed. The user who sent the mass email was deactivated after the mass email was scheduled but before it was processed. Salesforce.com does not send mass emails scheduled by a user who is deactivated.

• •

Attachments in mass emails are sent as links rather than as physical files. When recipients click the attachment link in the email, the attachment opens in a separate Web browser, and they can download the file. Attachments sent as links are stored for 30 days. Email templates give you access only to the fields that are accessible to you via your page layout and field-level security settings. (Field-level security is available in Enterprise, Unlimited, and Developer Editions only.) You cannot use an organization-wide address to send a mass email or a Stay-in-Touch request.

See Also:
Email Fields Editing Email Settings Setting Field-Level Security What is a Person Account?

Email Fields
Available in: All Editions

A Salesforce.com outbound email has the following fields, listed in alphabetical order. Field
Attachment

Description List of the attached files. The maximum total size of all email attachments is 10MB. List of email addresses to which the email will be blind carbon copied. Up to 2000 characters are allowed in this field. You can separate email addresses by semi-colons, commas, spaces, or new lines. Emails with addresses that contain parentheses, such as john(smith)@acme.com, will not be sent. The BCC: field is not available if your organization has enabled compliance BCC emails.

BCC

Body

Main text of the email. Up to 32KB of data are allowed in this field. List of email addresses to which the email will be copied. Up to 2000 characters are allowed in this field. You can separate email addresses by semi-colons, commas, spaces, or new lines. Emails with addresses that contain parentheses, such as john(smith)@acme.com, will not be sent.

CC

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Tracking HTML Email

Field
From Related To

Description Automatically generated field containing your email address. Existing account, asset, campaign, case, contract, opportunity, product, solution, or custom object that the email is related to. This field is not sent with the email, but is stored in the Activity History with the email. Your personalized tag line. Set your signature via Email ➤ My Email Settings in the Personal Setup area. It is automatically appended to individual emails. You can choose to append it to mass emails. Subject of the email. Up to 80 characters are allowed in this field. The contents of this field display in bold if the email Status is New. Name of the contact, lead, or person account to which the email will be sent. Only one name can be entered in this field.

Signature

Subject

To

Tracking HTML Email
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

After sending an HTML email, you can track the date it was first opened, the number of times it was opened, and the date it was most recently opened. Detail pages for contacts, leads, and person accounts include an HTML Email Status related list. Each email you send to a person or mass distribution list is listed, including the date the email was sent, first opened, last opened, and the total number of times it was opened by all users (multiple openings by the same user are counted). This list also includes automatic emails such as those sent through Web-to-Lead and Web-to-Case response rules. • • • • • Click Send An Email to create a new message. See Sending Email on page 220 for more details on sending an email. Click View All to view more details about all the items in the HTML Email Status related list. Click Edit next to an email to add any notes to it. Click Del to remove an email from the HTML Email Status related list. Click the subject of an email to view the entire email message. If the subject is longer than 100 characters, it is truncated with ellipses (...).

To report on the HTML email statistics listed in the HTML Email Status related list, use the HTML Email Status Report available from the Reports tab.

226

Email

Using My Email to Salesforce Address

Note: Add the HTML Email Status related list to your contact, lead, and person account page layouts before users send HTML emails that they need to track.

See Also:
Customizing Activity Settings What is a Person Account?

Using My Email to Salesforce Address
Available in: All Editions

If you use a company-provided or third-party email account, you can use Email to Salesforce to assign emails to the Activity History related list on lead, contact, opportunity, and other records in Salesforce.com. When composing, forwarding, or replying to email, simply enter your Email to Salesforce address in the BCC field. Salesforce.com receives a copy of the email and, depending on your configuration, adds it to the Activity History related list of the matching records. If you configure Email to Salesforce to associate emails to matching leads or contacts, Salesforce.com searches the To and CC fields for the email addresses of your leads or contacts. If any leads or contacts are found, Salesforce.com saves the email to the Activity History related list on the appropriate record. If you configure Email to Salesforce to associate emails to matching opportunities, Salesforce.com searches the To and CC fields for the email addresses of your contacts. If contacts are found, Salesforce.com saves the email to the Activity History related list on all open opportunities for which the contact is assigned a contact role. You do not need to configure Email to Salesforce to associate emails to matching records. Salesforce.com searches emails sent to your Email to Salesforce address for a record ID, then looks for the record. If the record is found, Salesforce.com adds the email to the Activity History related list on that record. You can also save a message as an email activity without sending or resending it to another person. Simply forward the email with your Email to Salesforce address in the To field. Be sure that there are no other email address in the To, CC, and BCC fields. Salesforce.com receives a copy of the email and searches the From, To, and CC fields in the forwarded email for the email addresses of your leads and contacts. If any leads or contacts are found, Salesforce.com saves the email in the Activity History related list on the appropriate record. When working with Email to Salesforce, note the following: • • • • • You can use Email to Salesforce with email client applications such as IBM® Lotus Notes® and Microsoft® Outlook®, as well as webmail such as Gmail™ and Yahoo! Mail™. Email to Salesforce discards email attachments. The email addresses you use to send Email to Salesforce must be configured in the My Acceptable Email Addresses field in the My Email to Salesforce setup page. If Email to Salesforce matches an email address to multiple lead or contact records in Salesforce.com, you can choose to associate the email with all matching records, the oldest record, or the record with the most activity. If Email to Salesforce matches an email to multiple opportunity records in Salesforce.com, the email is included in the activity history on all matching open records.

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• • • •

If you use Gmail, see Using Gmail in Salesforce.com on page 351 to learn about the additional Gmail features that Salesforce.com offers. Email to Salesforce can create a maximum of 50 email activities for each email it receives. Email text and HTML is automatically truncated to 32 KB. Email to Salesforce.com is required to use the Add Email feature with Salesforce for Outlook. Disabling one feature will automatically disable the other. With Salesforce for Outlook, you add emails using the Add Email and Send and Add toolbar buttons instead of the BCC field.

An administrator must activate Email to Salesforce for your organization; for information, see Enabling Email to Salesforce on page 875. After activation, Salesforce.com generates a unique Email to Salesforce address for each user. Users receive an automated email from Salesforce.com that contains their Email to Salesforce address. The Email to Salesforce address can also be viewed by clicking Your Name ➤ Setup ➤ Email ➤ My Email to Salesforce. The Email to Salesforce address is automatically generated and cannot be changed.

Setting up My Email to Salesforce
Before you can use your Email to Salesforce address, you must configure it as follows: 1. Click Your Name ➤ Setup ➤ Email ➤ My Email to Salesforce. Tip: It is recommended that you add your Email to Salesforce address to the address book of your email client for easy retrieval. 2. In My Acceptable Email Addresses, enter any email addresses you will use to send email. Separate multiple email addresses with commas. Important: Your Email to Salesforce address only accepts email from addresses you list. If you do not list any email addresses, email sent to your Email to Salesforce address will not be associated to any records. 3. Configure Email to Salesforce to add emails as activities to matching opportunities, leads, contacts, or all three. 4. If you selected leads or contacts, choose how Email to Salesforce should process emails containing lead or contact information that matches duplicate records. Email to Salesforce can add the email activity to all matching records, to the oldest duplicate record, or to the record that has greatest number of activities. 5. If you selected leads or contacts, optionally configure Email to Salesforce to create a task that enables you to choose which record to associate the email with if no matching records are found. If this option is not selected, Email to Salesforce will ignore emails that do not have matching records. 6. Optionally configure Email to Salesforce to send you a confirmation email when emails are successfully associated. 7. Click Save.

Using My Email to Salesforce
To associate an email with a matching lead, contact, or opportunity: 1. Compose an email from a third-party email account that you designated in My Acceptable Email Addresses field on the My Email to Salesforce setup page. 2. Enter your Email to Salesforce address in the BCC field of your email. 3. Enter desired recipients in the To, CC, and BCC fields. 4. Send the email. Salesforce.com receives the email and, based on your My Email to Salesforce settings, adds it to the Activity History related list of matching records. To associate an email with an individual record:

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1. Compose an email from a third-party email account that you designated in My Acceptable Email Addresses field on the My Email to Salesforce setup page. 2. In Salesforce.com, locate the record ID of the record you want the email associated with. The record ID is the 15-digit, case-sensitve, alphanumeric code that displays at the end of the URL for a record. For example, if you view the detail page of a campaign record, the URL will look similar to this: https://na1.salesforce.com/701D0000000HQZy; the record ID for this record is 701D0000000HQZy. 3. In the subject line or body of the email, type ref: followed by the record ID. For example: ref: 701D0000000HQZy. Note: Record IDs can either be typed on a separate line or within the email body text if surrounded by (), [], or {}. For example: (ref: 701D0000000HQZy). Multiple record IDs must be separated with commas, for example: ref: 701D0000000HQZy, 801D0000000IRAz, 901D0000000JSBa. 4. Enter your Email to Salesforce address in the To, CC, or BCC fields of your email. 5. Optionally enter additional recipients in the To, CC, or BCC fields. 6. Send the email. Salesforce.com receives the email and adds it to the Activity History related list for each record that matches a record ID specified in the email. Invalid IDs or IDs for records that you do not have read access to are ignored. If Email to Salesforce is configured to associate email with matching leads, contacts, or opportunities, an unresolved task will be created when an email is associated to a lead, contact, or opportunity using only a record ID and not a matching email address. For example, if you have configured emails to be associated with matching leads and you send an email directly to your Email to Salesforce address with a lead record ID in the body or subject line of the email, the email will be associated to the lead and an unresolved task will be created.

See Also:
Enabling Email to Salesforce Google Apps Overview Using Gmail in Salesforce.com

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Creating Custom List Views

LIST VIEWS
Creating Custom List Views
Available in: All Editions

User Permissions Needed To create custom list views: To create, edit, or delete public list views: “Read” on the type of record included in the list “Manage Public List Views”

Note: If your administrator has enabled enhanced lists, you can use additional tools to customize, navigate, manage, and edit list data. You can create new list views to see a specific set of records such as contacts, documents, or campaigns. For example, create a list view of accounts in your state, leads with a specific Lead Source, or opportunities above a particular Amount. You can also create views of contacts, leads, users, or cases to use for mass email recipient lists. To edit or delete any view you created, click Edit next to the View drop-down list. Administrators, and users with the “Manage Public List Views” permission, can also edit or delete public views and some of the standard Salesforce.com views. To create a new view, click Create New View at the top of any list page or in the Views section of any tab home page. Fill in the following: 1. Enter View Name Enter the name to appear in the View drop-down list. 2. If you have the “Customize Application” permission, enter a unique name to be used by the API and managed packages. 3. Specify Filter Criteria Filter by Owner These options vary depending on the kind of record. In general, select All... or My... to specify the set of records to search. There may be additional options: • • • • Lead and case list views can be restricted by queue. Price book list views can be restricted by price book. Activity list views have several options; see Viewing Activity Lists on page 96. If your organization has territory management, account and opportunity list views can be restricted by My Territories or My Territory Teams. My Territories means records associated with territories to which you belong. My Territory Teams means records associated with either territories to which you belong or territories below you in the territory hierarchy. If your organization has case teams, case list views can be restricted by My Case Teams. If your organization has account teams, account list views can be restricted by My Account Teams.

• •

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Creating Custom List Views

If your organization has sales teams, opportunity list views can be restricted by My Sales Teams.

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 are editing a list view that is filtered by campaign, and do not have at least read access to the campaign, you will receive an error when attempting to save the list view. Filter by Division If your organization uses divisions to segment data and you have the “Affected by Divisions” permission, select the division that records in the list view must match. This option is disabled if you are not searching all records. Select --Current-- to show records in your current working division. Filter by Additional Fields Optionally, enter filter criteria to specify conditions that the selected items must match, for example, Lead Source equals Web. You can also use special date values in your filter criteria. Note: When you select the Created Date field in a list view filter, the value you specify can only be a date and not a time. This restriction does not apply to other filters.

4. Select Fields to Display The default fields are automatically selected. You can choose up to 15 different fields to display in your view. You can display only the fields that are available in your page layout. When you select a long text area field, up to 255 characters are displayed in the list view. a. To add or remove fields, select a field name, and click the Add or Remove arrow. b. Use the arrows to arrange the fields in the proper sequence. 5. Restrict Visibility If you are an administrator or a user with the “Manage Public List Views” permission, specify whether everyone or just you can see the custom view. This option is not available in Personal Edition. To see a list view, users must also have the appropriate “Read” permission on the type of records within the list view. Alternatively, Enterprise, Unlimited, and Developer Edition users can specify a public group, role, or role including all users below that role to see the custom view. To share the list view, select Visible to certain groups of users, choose the type of group or role from the drop-down list, select the group or role from the list below it, and click Add. Note: List views are visible to your customers in the Salesforce.com Customer Portal if the Visible to all users radio button is selected for views on objects assigned to Customer Portal users' profiles. To create list views that only your Salesforce.com users can see, select Visible to certain groups of users, and then share it with the All Internal Users group or a selected set of internal groups and roles.

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Creating Custom List Views

When implementing a Customer Portal, create custom views that contain only relevant information for Customer Portal users, and then make those views visible to Customer Portal users by sharing them with the All Customer Portal. Users group or a selected set of portal groups and roles. For more information about a Customer Portal, see Setting Up Your Customer Portal on page 1418. 6. Click Save. The view appears in the View drop-down list so you can access it later. You can rename an existing list view and click Save As to save the criteria of the list view without altering the original view. To navigate back to the last list page you viewed, click Back to list at the top of any detail page. Note: The information you see in list views is only the data to which you have access - either records you own or have read or read/write access to, records that have been shared to you, or records owned by or shared with users in roles below you in the role hierarchy. In addition, you can view only those fields that are visible in your page layout and field-level security settings. (Field-level security is available only in Enterprise, Unlimited, and Developer Editions). Archived activities are not included in activity list views. You can use the Activity History related list to view these activities. Tip: On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 134.

See Also:
Printing List Views Creating Mobile List Views Filtering on Special Picklist Values Navigating Long Lists Deleting List Views Customizing User Interface Settings Working with Enhanced Lists Using Inline Editing in Lists Tip sheet: Tips & Hints for Custom Views

232

List Views

Working with Enhanced Lists

Working with Enhanced Lists
Available in: All Editions

User Permissions Needed To use inline editing in an enhanced list: “Mass Edit from Lists”

Enhanced lists give you the ability to quickly view, customize, and edit list data to speed up your daily productivity. They must first be enabled by your administrator for you to take advantage of them. Enhanced lists allow you to: • • • • Navigate through the list results by clicking the first page icon (<<), Previous, Next, or the last page icon (>>) at the bottom of the list. Jump to a specific page of results by entering a number in the text box in the lower right corner, and then pressing Enter. Create a new view by clicking Create New View. Edit, delete or refresh the current view by clicking, Edit, Delete or Refresh, respectively. Change the number of records displayed per page by clicking the record count indicator in the lower left corner of the list and selecting the desired setting. You can view 10, 25, 50, 100, or 200 records at a time. When you change this setting, you return to the first page of list results. Changing your preference for the number of records displayed per page applies to all lists in all Salesforce.com apps, not just the one currently displayed. In addition, if you change your preference to 200, a message warns you of possible performance degradation. • Change the width of a column by dragging the right side of the column heading with your mouse. Any changes you make to column widths are specific to that list only, and are preserved when you next view the list. If you add or remove columns from a list, any column width customizations for that list are discarded automatically. • Change the order in which a column is displayed by dragging the entire column heading with your mouse to the desired position. If you have permission to edit the list definition, your changes are automatically saved for all users who see the list. If you do not have permission to edit the list definition, your changes are discarded when you navigate away from the page. Change the number and order of columns displayed by clicking Edit next to the list drop-down in the upper left corner. See Creating Custom List Views on page 230. If your administrator has enabled inline editing for your organization, edit single records directly from the list by double-clicking on individual field values. If your administrator has granted you the “Mass Edit from Lists” user profile permission, you can also edit up to 200 records at a time. See Using Inline Editing in Lists on page 234. On account, contact, and lead list views, click the Open Calendar link at the bottom of the page to display a weekly view of a calendar underneath the list. Then, you can drag a record from the list to a time slot on the calendar to quickly

• •

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Using Inline Editing in Lists

create an event associated with the record. Note that your administrator controls the availability of this feature. For more information, see Working with Drag-and-Drop Scheduling on page 134.

See Also:
Using Inline Editing in Lists Customizing User Interface Settings Creating Custom List Views Navigating Long Lists

Using Inline Editing in Lists
Available in: All Editions

User Permissions Needed To use inline editing in an enhanced list: “Mass Edit from Lists”

If both inline editing and enhanced lists are enabled, you can edit records directly in a list. Editable fields display a pencil icon ( ) when you hover over the field, while non-editable fields display a lock icon ( ). Caution: In enhanced list views, when different users make inline edits to the same fields on a record simultaneously, records are updated with the most recent edit without a conflict error message. To edit one record, double-click the editable value, specify a new value, and click OK. If you have the “Mass Edit from Lists” permission, you can edit up to 200 records at once. To edit multiple records: 1. Select the checkbox next to each record you want to update. If you select records on multiple pages, Salesforce.com remembers which records are selected. 2. Double-click one of the cells you want to edit. A dialog box displays allowing you to apply your edit to one record, or to every record selected. Note: You cannot edit multiple product records at once, they must be edited one at a time.

If you encounter any errors when trying to update records, a console window displays showing the name of each record in error (if known), as well as a description of why the error occurred. Click the name of a record in the console window to open that record's detail page in a new window. Salesforce.com keeps track of the records you've clicked in the error console by displaying them in gray, strike-through text. Note: To view the error console, pop-up blockers must be disabled for the Salesforce.com domain. To check if your browser allows pop-up windows, click Your Name ➤ Setup ➤ My Personal Information ➤ Reminders, and then click Preview Reminder Alert.

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List Views

Printing List Views

Tips for Using Inline Editing with Lists
Note the following tips when using inline editing with lists: • Some standard fields do not support inline editing. For example, Case Status, Opportunity Stage, Opportunity Amount, Opportunity Quantity and Lead Status, and most Task and Event fields can only be edited from a record's edit page. For more information, see Editing Data Using Inline Editing on page 14. If your organization uses record types, inline editing with lists is only available when all of the records in the list are of the same record type. Therefore, you must specify a filter of Record Type equals X, where X is the name of a single record type (or blank for the master record type). To perform inline editing on an enhanced list, Advanced Filter options must be turned off in the list view filter criteria. For lists of activities, you must specify an additional filter of either Task equals True (for tasks) or Task equals False (for events) for inline editing to be available. If your organization is using Person Accounts, you cannot use inline editing to change them from a Contact list. You can only inline edit Person Accounts from an Account list. If your organization is using Person Accounts, you can only use inline editing on contacts associated to business accounts by specifying an additional filter of Is Person Account EQUALS False in your list criteria.

• • • •

Printing List Views
Available in: All Editions

User Permissions Needed To print list views: “Read” on the records included in the list

Note: Your administrator can enable and disable printable list views.

You can print list views for the following kinds of records: • • • • • • • • • • • • • • Accounts Activities Campaigns Cases Contacts Contracts Custom objects Documents Leads Opportunities Price books Profiles Products Reports

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Navigating Long Lists

Solutions

To print a list view: 1. Navigate to a list view. For example, view the All Open Leads list view on the Leads tab, the My Contacts list view on the Contacts tab, or the Closing This Month list view on the Opportunities tab. 2. As appropriate, click a column header to sort the contents of the list view. 3. Click the Printable View icon ( ). A new browser window opens with the contents of the list view in a print-ready format. Note: The printable view has the sorting you chose in the previous step. To change the sorting, close the printable view window, select the appropriate column header on the list view, and then click the Printable View icon. 4. Optionally, choose a value in the Number of Records drop-down list to filter how many records display. The maximum number of records that can display at one time is 1,000. To show fewer records, refine your list view criteria. To print more than 1,000 records, run a report and then click the Printable View icon on the report. 5. Click Print this Page in the upper right corner.

See Also:
Creating Custom List Views

Navigating Long Lists
Available in: All Editions

Many list pages in Salesforce.com include the following tools for managing a large amount of data: • To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom view. To edit or delete any view you created, select it from the View drop-down list and click Edit. • • At the top of a list, click a letter to show items that correspond to that letter, or click Other to show items whose names begin with numbers or symbols. Click All to display all items that match the criteria of the current view. To sort list view items by the data in a particular column, click that column’s heading. This sorts text data alphabetically and numerical data in ascending order. Dates are sorted with the most recent date first. To reverse the sort order, click the column heading a second time. Note: You can sort by any custom field except multi-select picklists.

• •

Click the Previous Page or Next Page link to go to the previous or next set of items in the current view. At the bottom of a list, click the fewer or more link to decrease or increase the number of items per page.

In some related lists with many items, the following links are available: • Click Show [number] more to increase the number of items in the list.

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Deleting List Views

Click Go to list to display a secondary page of the entire related list.

See Also:
Creating Custom List Views Viewing Profile Lists

Deleting List Views
Available in: All Editions

To delete one of your custom views, select the view from the drop-down list and click the Edit link. At the top of the page, click the Delete button. If you are an administrator or a user with the “Manage Public List Views” permission, you can also delete shared views as well as some standard views.

See Also:
Creating Custom List Views Navigating Long Lists

Special Date Values for Filter Criteria
Available in: All Editions

Use the following special date values when defining filter criteria using dates. If you choose a date field (for example, Create Date, Last Update Date) as a filter criteria, the value can be a date in the format allowed by your Locale setting or any of the following special values: Special Date Value YESTERDAY TODAY TOMORROW LAST WEEK Range Starts at 12:00:00 a.m. on the day before the current day and continues for 24 hours. Starts at 12:00:00 a.m. on the current day and continues for 24 hours. Starts at 12:00:00 a.m. on the day after the current day and continues for 24 hours. Starts at 12:00:00 a.m. on the first day of the week before the current week and continues for seven days. For Enterprise, Unlimited, Professional, and Developer Editions, the week is defined by the Locale drop-down list in your personal information settings at Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information. For Contact Manager, Group, and Personal Editions, the

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Special Date Value

Range week is defined by the Locale setting in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Company Information. For example, when the Locale is US English, a week runs Sunday to Saturday, whereas with UK English, a week spans Monday to Sunday.

THIS WEEK

Starts at 12:00:00 a.m. on the first day of the current week and continues for seven days. For Enterprise, Unlimited, Professional, and Developer Editions, the week is defined by the Locale drop-down list in your personal information settings at Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information. For Contact Manager, Group, and Personal Editions, the week is defined by the Locale setting in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Company Information. For example, when the Locale is US English, a week runs Sunday to Saturday, whereas with UK English, a week spans Monday to Sunday.

NEXT WEEK

Starts at 12:00:00 a.m. on the first day of the week after the current week and continues for seven days. For Enterprise, Unlimited, Professional, and Developer Editions, the week is defined by the Locale drop-down list in your personal information settings at Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information. For Contact Manager, Group, and Personal Editions, the week is defined by the Locale setting in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Company Information. For example, when the Locale is US English, a week runs Sunday to Saturday, whereas with UK English, a week spans Monday to Sunday.

LAST MONTH THIS MONTH NEXT MONTH LAST 90 DAYS NEXT 90 DAYS LAST n DAYS NEXT n DAYS LAST QUARTER

Starts at 12:00:00 a.m. on the first day of the month before the current month and continues for all the days of that month. Starts at 12:00:00 a.m. on the first day of the current month and continues for all the days of that month. Starts at 12:00:00 a.m. on the first day of the month after the current month and continues for all the days of that month. Starts at 12:00:00 a.m. 90 days before the current day and continues up to the current second. (The range includes today.) Starts at 12:00:00 a.m. on the day after the current day and continues for 90 days. (The range does not include today.) Starts at 12:00:00 a.m. n days before the current day and continues up to the current second. (The range includes today.) Starts at 12:00:00 a.m. on the next day and continues for the next n days. (The range does not include today.) Starts at 12:00:00 a.m. on the first day of the quarter before the current quarter and continues to the end of that quarter.

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Special Date Values for Filter Criteria

Special Date Value THIS QUARTER NEXT QUARTER LAST n QUARTERS

Range Starts at 12:00:00 a.m. on the first day of the current quarter and continues to the end of the quarter. Starts at 12:00:00 a.m. on the first day of the quarter after the current quarter and continues to the end of that quarter. Starts at 12:00:00 a.m. on the first day of the quarter n quarters ago and continues to the end of the quarter before the current quarter. (The range does not include the current quarter.) Starts at 12:00:00 a.m. on the first day of the quarter after the current quarter and continues to the end of the quarter n quarters in the future. (The range does not include the current quarter.) Starts at 12:00:00 a.m. on January 1 of the year before the current year and continues through the end of December 31 of that year. Starts at 12:00:00 a.m. on January 1 of the current year and continues through the end of December 31 of the current year. Starts at 12:00:00 a.m. on January 1 of the year after the current year and continues through the end of December 31 of that year. Starts at 12:00:00 a.m. on January 1 of the year n years ago and continues through December 31 of the year before the current year. Starts at 12:00:00 a.m. on January 1 of the year after the current year and continues through the end of December 31 of the nth year. Starts at 12:00:00 a.m. on the first day of the fiscal quarter before the current fiscal quarter and continues through the last day of that fiscal quarter. The fiscal quarter is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Note: None of the FISCAL special date values are supported when creating mobile custom views.

NEXT n QUARTERS

LAST YEAR THIS YEAR NEXT YEAR LAST n YEARS NEXT n YEARS LAST FISCAL QUARTER

THIS FISCAL QUARTER

Starts at 12:00:00 a.m. on the first day of the current fiscal quarter and continues through the end of the last day of the current fiscal quarter. The fiscal quarter is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal quarter after the current fiscal quarter and continues through the last day of that fiscal quarter. (The range does not include the current quarter.) The fiscal quarter is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal quarter n fiscal quarters ago and continues through the end of the last day of the previous fiscal quarter. (The range does not include the current fiscal quarter.) The fiscal

NEXT FISCAL QUARTER

LAST n FISCAL QUARTERS

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Special Date Values for Filter Criteria

Special Date Value

Range quarter is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year.

NEXT n FISCAL QUARTERS

Starts at 12:00:00 a.m. on the first day of the fiscal quarter after the current fiscal quarter and continues through the end of the last day of the nth fiscal quarter. (The range does not include the current fiscal quarter.) The fiscal quarter is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year before the current fiscal year and continues through the end of the last day of that fiscal year. The fiscal year is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Starts at 12:00:00 a.m. on the first day of the current fiscal year and continues through the end of the last day of the fiscal year. The fiscal year is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year after the current fiscal year and continues through the end of the last day of that fiscal year. The fiscal year is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year n fiscal years ago and continues through the end of the last day of the fiscal year before the current fiscal year. (The range does not include the current fiscal year.) The fiscal year is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Starts at 12:00:00 a.m. on the first day of the fiscal year after the current fiscal year and continues through the end of the last day of the nth fiscal year. (The range does not include the current fiscal year.) The fiscal year is defined in the company profile at Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year.

LAST FISCAL YEAR

THIS FISCAL YEAR

NEXT FISCAL YEAR

LAST n FISCAL YEARS

NEXT n FISCAL YEARS

For example, to create a custom view or report of accounts created last week, enter “Create Date equals LAST WEEK.” Date values are not case-sensitive; you can use “LAST WEEK” or “last week.” For special date values with variables (such as “NEXT N DAYS”), substitute N with any number greater than zero. Do not use commas.

See Also:
Creating Custom List Views Filtering on Special Picklist Values

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List Views

Filtering on Special Picklist Values

Filtering on Special Picklist Values
The available fields vary according to which Salesforce.com Edition you have.

When creating filter criteria, such as in a list view or report or when mass deleting records, you can use special picklist values for your search criteria. These are special picklists with values of either “True” or “False.” For example, to show all opportunities you have won, enter “Won equals True” as your search criteria. To show all closed/lost opportunities, enter “Closed equals True” and “Won equals False.” Note: If you are creating filter criteria for a report or list view, the lookup icon automatically displays when you choose to filter on one of the special picklists. Click the lookup icon to choose the value “True” or “False.” Alternatively, you can manually enter “True” or “False” in the filter criteria. These are the available fields and their values: Special Picklist Field Accounts and contacts: Is Person
Account

Value True

Description The account is a person account. For more information, see What is a Person Account? on page 55. Note that your administrator may have customized the name of this field. This field displays as the person account icon ( ). The account is a business account. The account is a partner account, or the lead or opportunity owner is a partner user. For more information, see Partner Portal Overview on page 2653. The account is not a partner account or the lead or opportunity owner is not a partner user. Applies only to events, not tasks. The event is marked as an all day event. The event has a specific time. Applies only to tasks, not events. The task has been closed, that is, the task Status field has a “Closed” value. Task is still open. Applies only to events, not tasks. The event is the meeting invite sent to another user for a multi-person event. The event is the original multi-person event assigned to the event host. Activity does not have a green sheet. Activity is a task, not an event. Activity is an event.

False Accounts, leads, and opportunities:
Partner Account

True

False Activities: All-day True False Activities: Closed True False Activities: Event Invitation (Only for reports) False False Activities: Task True False True

241

List Views

Filtering on Special Picklist Values

Special Picklist Field Campaigns: Active

Value True False

Description Campaign is active and can be chosen from various campaign picklists, for example, in the campaign import wizards. Campaign is inactive. The case is closed, that is, the case Status field has a “Closed” value. Case is still open. Case has been automatically escalated via your organization's escalation rule. Case has not been escalated. Case has a new comment added by a Self-Service user. Case does not have a new Self-Service comment. The case is open, that is, the case Status has a value that is not equivalent to “Closed.” Case has been closed. Case has a comment added by a Self-Service user. Case does not have a Self-Service comment. The contact cannot be included in a mass email recipient list. The contact may receive mass email. The contact is enabled to log in to your Self-Service portal.

Cases: Closed

True False

Cases: Escalated

True False

Cases: New Self-Service Comment True False Cases: Open (Only for reports) False Cases: Self-Service Commented True False Contacts: Email Opt Out True False Contacts: Self-Service Active (Only for reports) False Leads: Converted (Only for reports) False Leads: Email Opt Out True False Leads: Unread True False Opportunities: Closed True True True True

The contact is not enabled for Self-Service. The lead has been converted.

The lead has not been converted. The lead cannot be included in a mass email recipient list. The lead may receive mass email. The lead has not yet been viewed or edited by the owner since it was assigned to that user. The lead has been viewed or edited at least once by the owner since it was assigned. The opportunity is closed, that is, the Stage field has a value of the type Closed/Won or Closed/Lost.

242

List Views

Filtering on Special Picklist Values

Special Picklist Field

Value False

Description The opportunity is still open. The partner for the opportunity has been marked as the primary partner. The partner for the opportunity has not been marked as the primary partner. The opportunity owner has checked the Private box on the opportunity edit page. The Private box on the opportunity is not checked. The opportunity is closed and won, that is, the Stage field has a value of the type Closed/Won. The opportunity has not been won. The Stage field may have a value of the type Open or Closed/Lost. Product is active and can be added to opportunities in Enterprise and Unlimited Edition organizations. Product is inactive and cannot be added to opportunities. Product has a default quantity schedule. Product does not have a default quantity schedule. Product has a default revenue schedule. Product does not have a default revenue schedule. The solution has been marked Visible in Self-Service Portal and is visible to Self-Service portal users. Solution is not marked Visible in Self-Service Portal and is not visible to Self-Service portal users. The solution has been reviewed, that is, the solution Status field has a “Reviewed” value. Solution is not reviewed. The translated solution has not been updated to match the master solution with which it is associated. The translated solution has been updated to match the master solution with which it is associated. User is active and can log in. User is inactive and cannot log in. User has access to use Connect Offline. User is not enabled for Connect Offline use.

Opportunities: Primary (Only for Partner Opportunities report)

True

False Opportunities: Private True False Opportunities: Won True False Products: Active True False Product: Has Quantity Schedule True False Product: Has Revenue Schedule True False Solutions: Visible in
Self-Service Portal

True

False Solutions: Reviewed True False Solutions Out of Date True False Users: Active True False Users: Offline User True False

243

Notes & Attachments

Viewing and Editing Google Docs, Notes, and Attachments

Special Picklist Field Users: Marketing User

Value True False

Description User can manage campaigns. User is not enabled to manage campaigns. User is a partner user. For more information, see Partner Portal Overview on page 2653. User is not a partner user.

User: Is Partner

True False

Note: The special picklists you can view are only those that are visible in your page layout and field-level security settings. (Field-level security is available only in Enterprise, Unlimited, and Developer Editions).

See Also:
Creating Custom List Views Special Date Values for Filter Criteria

NOTES & ATTACHMENTS
Viewing and Editing Google Docs, Notes, and Attachments
Notes and attachments are available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions Google Docs available in all editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

You can create, view, and edit notes and add attachments from the Notes and Attachments related list on selected detail pages such as accounts, contacts, leads, opportunities, and products. You can also add attachments from the Attachments related list on selected detail pages such as cases, solutions, and campaigns. If Chatter is enabled for your organization, files posted to a feed on a record are added to the record's Notes and Attachments related list as feed attachments. You can preview (if available), download, and delete feed attachments from the Notes and Attachments related list, but you can't edit them. You can view feed attachment details by clicking on the title of the file. To learn more about how files are used in Salesforce.com, see Understanding Files in Salesforce.com on page 288. Note: If the Add Google Docs to Salesforce.com service is enabled in your organization, the Notes and Attachments related list is entitled Google Docs, Notes, & Attachments, and the Attachments related list is entitled Google Docs & Attachments.

244

Notes & Attachments

Viewing and Editing Google Docs, Notes, and Attachments

• •

To view the contents of a note, click the title of the note. To view the details of all notes, attachments, or Google docs, click View All. Note that the View All button only displays when there are records to view.

• • • • • • •

To view the details of an attachment, click the title of the file and then select the link on the Attached File detail page. To view the details of a feed attachment, click the title of the file. To edit a note or the title of an attachment, click Edit and make the changes you want. You can't edit the attached file directly and you can't edit feed attachments. To create a new Google doc, choose New Document, New Spreadsheet, or New Presentation from the Add Google Doc drop-down button. For more information, see Adding Google Docs to Salesforce.com on page 344. To associate an existing Google doc with the Salesforce.com record, choose Add Existing from the Add Google Doc drop-down button. For more information, see Editing Google Doc Links on page 347. To edit the title or URL of a Google doc, click Edit. To delete a Google doc from the related list, click Del. This action removes the document's association with the record but does not delete the document in Google Apps. To view and modify the Google doc, click View.

Consider the following when working with notes, attachments, and Google docs: • • • • • • To access a Google doc from a record detail page, the doc must be shared with your Google Apps account. The size limit for an attached file is 5 MB, including a file attached to a solution. The 5 MB size limit doesn't apply to feed attachments. The maximum size for one or more files attached to emails is 10 MB. All file types are supported. All notes and attachments added to contacts and opportunities roll up under the associated account as well. You cannot edit a note or attachment unless you also have access to edit the record associated with it. To delete a note or attachment, you must be the owner of the note or attachment or an administrator with the “Modify all Data” permission. Notes and attachments marked as private via the Private checkbox are accessible only to the owner and administrators. For administrators to view private notes and attachments, they need the “View All Data” permission; to edit or delete them, they need the “Modify All Data” permission. The Notes and Attachments related list includes files from Salesforce CRM Content when they are posted to a Chatter feed on a record. However, the Notes and Attachments related list does not include Salesforce CRM Content files that only exist in Salesforce CRM Content. If your organization has Salesforce CRM Content enabled, you can add the Related Content related list to the detail pages for accounts, contacts, leads, opportunities, cases, products, or custom objects. For more information, see Finding Salesforce CRM Content on page 331. Click Preview next to a feed attachment to display a preview of the file. Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.

245

Notes & Attachments

Creating Notes

If Chatter is enabled for your organization, feed attachments are included in the Notes and Attachments related list. Portal users can download feed attachments, but can't preview, edit or delete them.

See Also:
Tagging Records Using Google Docs in Salesforce.com Creating Notes Adding Attachments Note and Attachment Fields Deleting Notes and Attachments Salesforce CRM Content Overview

Creating Notes
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

To create a note, click New Note in the Notes and Attachments related list of a record. Specify a description of the note and its contents. The contents can contain up to 32KB of data. If Spell Checker is enabled for your organization, click Check Spelling to check the spelling of the note. Spell Checker checks the body of the note, not the title. Spell Checker does not support all the languages that Salesforce.com supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. Click Save when you have finished. Note that you need to have access to edit the record in order to create a note associated with it. Note: Any notes you add from contact or opportunity pages will display in the Notes and Attachments related list of that record, as well as in the related list for the account they are associated with.

See Also:
Adding Attachments Note and Attachment Fields

Adding Attachments
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

To add an attachment to the Attachments related list of a case, solution, campaign, task, or event, or to the Notes and Attachments related list of an account, contact, lead, opportunity, or custom object: 1. Click Attach File.

246

Notes & Attachments

Note and Attachment Fields

2. Select Browse to specify the location and name of the file. 3. Click Attach File to upload the file. 4. Select Done after the file finishes uploading. Note: • • • • You need permission to edit a record in order to add an attachment to it. To add attachments to tasks and events, you must use the edit page of these records and have access to the Attachments related list on activities. Activity attachments can't be private and don't sync to Outlook. The size limit for an attached file is 5 MB, including a file attached to a solution. The maximum for one or more files attached to email is 10 MB. If the Disallow HTML documents and attachments security setting is enabled for your organization, you cannot upload files with the following file extensions: htm, html, htt, htx, mhtm, mhtml, shtm, shtml, acgi. HTML attachments are not permitted on solutions, regardless of whether this security setting is enabled. In addition, this setting does not affect attachments on email templates; HTML attachments on email templates are always permitted.

After a file is attached to the Attachments or Notes and Attachments related list, you can click View All to view the details of all the attachments on the related list. Note that the View All button only displays when there are records to view.

See Also:
Creating Notes Note and Attachment Fields

Note and Attachment Fields
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

Notes and attachments have the following fields, listed in alphabetical order. Attachment Fields Field
Description File Name Private

Description Description of the uploaded file. Name of the uploaded file. Checkbox to indicate that the attachment is only accessible to the owner and administrators. For administrators to view private attachments, they need the “View All Data” permission; to edit them, they need the “Modify All Data” permission. Checkbox to indicate that the attachment is shared with connections when the parent record is shared. This checkbox is only available if Salesforce to Salesforce is enabled, the parent record is shared, and the attachment is public. Size of the uploaded file.

Share With Connections

Size

247

Notes & Attachments

Deleting Notes and Attachments

Note Fields Field
Body Private

Description Text of the note. Can hold up to 32KB of data. Checkbox to indicate that note is only accessible to the owner and administrators. For administrators to view private notes, they need the “View All Data” permission; to edit them, they need the “Modify All Data” permission. Short description of note. Up to 80 characters are allowed in this field.

Title

See Also:
Adding Attachments Creating Notes

Deleting Notes and Attachments
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

To delete a note or attachment, click Del next to the note or attachment in the Notes and Attachments related list or Attachments related list of a record. Deleted notes and attachments can be restored from the Recycle Bin. To delete a file that was attached from a Chatter feed, click Del next to the feed attachment. This removes the file from all Chatter feeds where it's been shared and deletes the file from the Notes and Attachments related list. Restore the file by clicking on the Recycle Bin, selecting the file, and clicking Undelete. If the file was attached from your computer, a Chatter feed, group, or a Salesforce CRM Content workspace, deleting it from the Notes and Attachments related list also removes it from the post, but doesn't delete it from it's original location.

See Also:
Recycle Bin

248

Salesforce Chatter

Chatter Overview

SALESFORCE CHATTER
Chatter Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Watch a Demo on Finding What You Need in Chatter (2:38 minutes) Chatter is a collaboration application that helps you connect with coworkers inside your Salesforce.com organization and share business information securely and in real time. Additionally, you can invite coworkers without Salesforce.com licenses to join Chatter. Invited users can view profiles, post on their feed, and join groups but can't see your Salesforce.com data or records. Chatter works in accordance with all of the security and permission settings in your Salesforce.com organization. Chatter is enabled by default for organizations created after June 22, 2010. For existing organizations, you must enable Chatter. You can use Chatter to share information and learn about your colleagues with profiles, connect with people using groups, and use feeds to keep up with the latest record updates. You can easily find the Chatter, People, Profile, Groups, and Files tabs in the Chatter app, available in the app menu in the top right corner of any page. If your administrator has added these tabs to other apps, you'll see the tabs in those apps unless you previously customized your display. In that case, you'll need to add the tabs to those apps. Chatter is not supported: • • • Using Microsoft® Internet Explorer version 6.0 For portal users In the Console tab

Chatter includes limits on: • • • • The number of posts, comments, and tracked field changes stored on the Salesforce.com servers The length of time posts, comments, and tracked field changes are stored on the Salesforce.com servers The number of posts, comments, and tracked field changes an organization can make per day The number of email notifications that can be sent per organization per hour

These limits are subject to change at any time. Contact salesforce.com for more information.

Chatter Terminology
The following terminology is used for Chatter: Chatter Feed A list of recent activities in Salesforce.com. Chatter feeds display: • • On the Home tab, where you can see your updates, status updates of people you follow, and updates to records you follow and groups you're a member of On profiles, where you can see updates made by the person whose profile you're viewing

249

Salesforce Chatter

Chatter Overview

• •

On records, where you can see updates to the record you're viewing On Chatter groups, where you can see updates to the group you're viewing

Chatter Group Chatter groups let you share information with specific people. For example, if you're working on a project and want to share information only with your team members, you can create a Chatter group for your team. Chatter groups include a list of members, a Chatter feed, and a photo. You can create the following types of Chatter groups: • • Public: Anyone can see the group's updates, but only members can post updates. Anyone can join a public group. Private: Only members can see and post updates. The group's owner or managers must add members.

Comment, Chatter A reply to an update in a Chatter feed. Feed Attachment, Chatter A feed attachment is a file or link that is attached to a post in a Chatter feed. Feed Tracking, Chatter Administrator settings that determine which records can be followed and which fields can be tracked in Chatter feeds. Enabling an object for feed tracking allows people to follow records of that object type. Enabling fields for feed tracking allows users to see updates on the Chatter feed on the Home tab when those fields are changed on records they follow. File Owner You own a file when you: • • • Upload a file on the Files tab Attach a file to a feed in Chatter Upload a file in Salesforce CRM Content

Files Tab A tab that lists a user's Chatter and Salesforce CRM Content files. Follow A subscription to a user or record that lets you see related updates in your Chatter feed on the Home tab. Follow a user to see status updates. Follow a record to see posts, comments, and field changes. People Users in your Salesforce.com organization. A list of people is available on the People tab in Chatter. Post A top-level comment in a Chatter feed. Private File A private file is only available to the file owner and isn't shared with anyone. A private file is created when you upload a file on the Files tab or contribute a file to a Salesforce CRM Content personal workspace. You own files you upload or contribute. Profile, Chatter A personal page for each Salesforce.com user that includes contact information, following and followers lists, a Chatter feed, and a photo.

250

Salesforce Chatter

Using Chatter

Record Update An update in a Chatter feed that is the result of a field change on a record that is being followed. Status Update An update made by posting to the Chatter feed on your profile or Home tab, usually to tell other people what you're working on. Your status update displays on your Home tab, on your profile, and in the Chatter feeds of people following you. Unfollow To stop following a user or record and stop seeing their updates in your Chatter feed on the Home tab. Update A single activity that displays in a Chatter feed, such as a status update, post, or field change.

See Also:
Setting Up Chatter Chatter FAQs Chatter for Mobile Devices

Using Chatter
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

With Chatter, you can: • • • • • • • • • • Update your profile to tell other people about yourself Update your status so people can see what you're working on Post a file or a link to share with other people Find and follow people in your Salesforce.com organization View Chatter feeds to see recent activities around Salesforce.com Follow records to see changes to those records in the Chatter feed on your Home tab and Chatter tab Invite people to join your Chatter network.. Invited users can view profiles, post on their feed, and join groups but can't see your Salesforce.com data or records. Create and join groups to share information with your team members Receive email notifications when activities happen in Chatter Search for Chatter feeds, files, groups, and people

See Also:
Setting Up Chatter Chatter FAQs

251

Salesforce Chatter

Chatter Tab Overview

Chatter Tab Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

From the Chatter tab: • • • • • • Click your name or photo to go to your profile page. Share what you're working on. Post files or links to share with other people. View, filter, and add comments to your Chatter feed. View the people that Chatter recommends you follow. View the groups that Chatter recommends you join.

See Also:
Using Chatter

USER PROFILES
Profile Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Customize your profile with a photo and information about yourself so people in your organization can learn more about you. View your profile on the Profile tab or by clicking Your Name ➤ My Profile at the top of any page. You can also click your name on the header bar of your Home tab or Chatter tab, in a feed, or on a record detail page. View other people's profiles by clicking their name in the People tab, a feed, or on a record detail page. If hover details are enabled, you can also see contact details by hovering over names in the recent items list and owner fields on records. The Chatter, Profile, People, Groups, and Files tabs are available by default in the Chatter app. Select this app from the app menu in the top right corner of any page. If your administrator has added these tabs to other apps, you'll see the tabs in those apps unless you previously customized your display. In that case, you'll need to add the tabs to those apps. From your profile, you can: • • • • Edit your contact information. Add additional information about yourself in the About Me section. Update your status in the What are you working on? field. Upload or delete a profile photo.

252

Salesforce Chatter

Editing Chatter Contact Information

• • • • •

See who's following you and who you're following. If you're not following anyone, click Find people to follow in the Following list to view the People tab and start following people. View your group memberships. If you're not in any groups, click Join or create groups in the Groups list to view the Groups tab and join some groups. See your recent updates in your Chatter feed. View a single feed update. View, download, and search files you've posted in Chatter.

When using profiles, consider these tips: • Your status displays on your profile, Home tab, Chatter tab, hover details, and in the Chatter feed of people following you. Click Clear to remove your status from these locations. Clearing your status does not remove it from feeds. Click Delete under your status in a feed to remove it from feeds. You can optionally attach files and links to your status updates. Your contact information is also visible in your user detail and is subject to validation or other rules set by your administrator. Click the User Detail link on your profile to view your user detail page. When you change your email address in your contact information, a confirmation is sent to the new address. You must click the link provided in that email for the change to take effect. To search the contents of other people's About Me, click the search box in the header and select Search Options.... Enter a search term and select People in the Records section. Portal users don't have profiles. For organizations using Salesforce to Salesforce, the Connection User may display in feeds, but does not have a profile. Users with the "Manage Users" permission can edit profiles and photos for other users.

• • • • • • •

See Also:
Using Chatter Configuring Chatter Email Notifications and Digests Chatter FAQs

Editing Chatter Contact Information
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Your contact information is visible to all users in your Chatter organization. You can change this information at any time by viewing your profile on the Profile tab or by clicking Your Name ➤ My Profile at the top of any page. You can change the following fields (in alphabetical order): Field
City

Description City portion of user’s address. Up to 40 characters are allowed in this field. Country portion of user’s address. Up to 40 characters are allowed in this field.

Country

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Salesforce Chatter

Updating Chatter Group and Profile Photos

Field
Email

Description Email address of user. Must be a valid email address in the form: jsmith@acme.com. Up to 80 characters are allowed in this field. Fax number for user. First name of user, as displayed on the user edit page. Up to 40 characters are allowed in this field. Last name of user, as displayed on the user edit page. Up to 80 characters are allowed in this field. Indicates the user's manager. This field can only be set by an administrator. Cellular or mobile phone number. Up to 40 characters are allowed in this field. State or province portion of user’s address. Up to 20 characters are allowed in this field. Street address for user. Up to 255 characters are allowed in this field. Job title of user. Up to 80 characters are allowed in this field. The user's work phone number. You can enter up to 40 characters here. Zip code or postal code portion of user’s address. Up to 20 characters are allowed in this field.

Fax First Name

Last Name

Manager

Mobile Phone

State/Province

Street Address

Title Work Phone

Zip/Postal Code

Updating Chatter Group and Profile Photos
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Upload a photo to your profile so people can see who you are, or upload a photo for Chatter groups that you own or manage. 1. View your profile or a group detail page: • • View your profile by clicking Your Name ➤ My Profile at the top of any page or by clicking the Profile tab View a group detail page by clicking the group name on the Groups tab

2. Click Update Photo. 3. Click Browse.... 4. Select a file to upload and click Open. Note: Photos can be JPG, GIF, or PNG format up to 4 MB.

254

Salesforce Chatter

Using the Following and Followers Lists

5. Drag the dotted lines in the photo to create a thumbnail image that will display next to your name or the group's name around the application. 6. Click Save. To delete a photo, click Delete, then click OK.

See Also:
Profile Overview Viewing Chatter Group Details

Using the Following and Followers Lists
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

View the Following and Followers lists on your profile to see who and what you're following, and who is following you. If you're not following anyone, click Find people to follow in the Following list to view the People tab and start following people. You can also view the Following and Followers lists on other people's profiles. Note: When your administrator turns on Chatter, you automatically follow some users and records in your organization.

In either list, click Show All to view the full list in alphabetical order. • • • • • • Use the Next and Previous links to see more of the list. Optionally filter the Following list by people or objects, for example, accounts or files. In your Following list, click to stop following a person or record. Follow to follow a person or record. to stop following them.

In another person's Following list, click

In any Followers list, click Follow to follow a person, or Click Done to close the window.

See Also:
Following People and Records The People and Records You Auto-Follow Initially Profile Overview Chatter Feeds Overview Using Chatter Feeds People Tab Overview

255

Salesforce Chatter

Using the Files Owned List

Using the Files Owned List
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

The Files Owned list on a profile shows the five files the profile owner attached most recently to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. It also includes files the profile owner has uploaded most recently to Salesforce CRM Content workspaces. You can preview or download files directly from this list. To see a list of all the files the profile owner has attached and uploaded, or to search for a specific file, click Show All. The twenty-five most recently modified files are listed by default On the Files Owned by list you can: • Search for files the profile owner has attached and uploaded in Chatter and Salesforce CRM Content. The list doesn't include: • • • • Documents from the Documents tab Links attached to a Chatter feed Attachments, notes, and Google docs from the Notes and Attachments related list

Click Follow to receive updates about a file in the Chatter feed. Click in the Following column next to the file you're following to stop receiving updates about the file. Click a file name to view the file detail page. You can view detail pages for all files, but you'll only see updates in the Chatter feed for files you follow. Click the Download icon or Preview icon next to a file. Preview lets you see the file without downloading it. Click a file owner's name to see his or her profile. Note: • • Only files you have access to are listed. For example, if the profile owner posted a file to a private group or workspace you're not a member of, you won't see that file in the list. Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews. Files without a file extension or with an unrecognized file extension are listed as “unknown” in the Type column.

See Also:
Profile Overview

256

Salesforce Chatter

Chatter Feeds Overview

FEEDS
Chatter Feeds Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Chatter feeds show you recent activities performed by people and on records in your Salesforce.com organization. Chatter feeds display: • • • • On Chatter profiles, where you can see updates by a single user. View your own profile to see your updates and to update your status. On record detail pages, where you can see updates to a single record. On the Home tab and Chatter tab, where you can see your updates, updates to records you follow, and status updates of people you follow. On Chatter groups, where you can see updates to a group by its members. You'll only see feeds for public groups and private groups you're a member of.

Depending on how your administrator has configured feed tracking, you can see feed updates for: • Record field changes, for example: • • Changes to record owner Closed opportunities and cases

Created records Tasks and events Note: Unlike other records, you don't auto-follow events or tasks in Chatter after you create them.

• • • • •

Converted leads People's status updates Chatter feed comments and posts Shared files and links Posts, comments, and files on Chatter groups you're a member of

You must follow people and records to see their updates in your Chatter feed on the Home tab and Chatter tab. Sharing rules and field-level security determine visibility of record changes in Chatter feeds; you must be able to see a record in order to see changes to that record in feeds.

See Also:
Using Chatter Feeds Following People and Records

257

Salesforce Chatter

Using Chatter Feeds

Using Chatter Feeds
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

You can view Chatter feeds in the following locations: • • • • On Chatter profiles, where you can see updates by a single user. View your own profile to see your updates and to update your status. On record detail pages, where you can see updates to a single record. On the Home tab and Chatter tab, where you can see your updates, updates to records you follow, and status updates of people you follow. On Chatter groups, where you can see updates to a group by its members. You'll only see feeds for public groups and private groups you're a member of.

To use Chatter feeds: • • Show or hide Chatter feeds using the Show Chatter and Hide Chatter links at the top of a feed. If enabled by your administrator, related list hover links display below Chatter feeds. Post to Chatter feeds by typing in the text box at the top of a feed and clicking Share. You can also attach files and links to posts. Anyone who can see a record can see your post on the record's feed. Additionally, people following a record can see your post in their Chatter feed. Posts to other people's profiles can be viewed by anyone. When posting, enter # followed by any word to add a topic link. • • • • Update your status by posting to the Chatter feed on the Home tab, Chatter tab, or on your profile. Anyone can see your status update by looking at your profile, and people following you can see your status update in their Chatter feed. Use filters to view a subset of updates. Click Comment to comment on feed updates. Click Delete to delete posts and comments. You can delete posts and comments you've made and posts and comments made by other people on the Chatter feed on your profile, on records you own, and on posts you've made in other feeds. Users with the “Modify All Data” permission can delete all comments and posts. Click Unfollow in the Chatter feed to stop following people or records.

See Also:
Chatter Feeds Overview Following People and Records The People and Records You Auto-Follow Initially Profile Overview Chatter Groups Overview

258

Salesforce Chatter

Using Chatter Feeds

Viewing a Single Chatter Update
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

You can view a single Chatter update in a feed for a user, record or group. • • • In a Chatter feed, click the timestamp displayed below the update, for example, Yesterday at 12:57 AM. In a Chatter email notification, click the link in the body of the email to view only the related update. To view the full feed, above the update, click All Updates.

Using Chatter Feed Filters
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Feed filters display a subset of updates in your Chatter feed on the Chatter tab. All Chatter Displays all Chatter feed updates, including posts, status updates, group updates, and record updates. To: Me Displays posts others make to your Chatter feed. To view your profile, when the filter is selected, click View Profile >>. People Displays only updates for people you follow. Because you follow yourself, your own updates also display in the People filter. When the filter is selected, click: • • Show Following to view a list of the people you're following. Find People >> to view a list of all Chatter users in your organization.

Groups Displays only updates for groups you are a member of. When the filter is selected, click: • • Files Displays only files you're following, as well as files posted to people, groups, and records you're following. Show My Groups to view a list of the groups you're a member of. Find Groups >> to view a list of all groups in your organization.

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When the filter is selected, click: • • Show Following to view a list of the files you're following. Find Files >> to view a list of the files you have access to.

Objects (for example, Accounts or Opportunities) Displays only updates for records you are following, including custom object records. You'll only see a filter if you're following at least one record of that object type. For example, if you're not following any contacts, then no Contact filter will display.

See Also:
Using Chatter Feeds

Updating Your Status
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Update your status in Chatter by typing in the text box at the top of the feed in your profile or on the Home or Chatter tab, then clicking Share. When updating your status, you can enter # followed by any word to add a topic link.

See Also:
Using Chatter Feeds

Following People and Records
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To view a record: “Read” on the record

Follow people and records so you can see updates in your Chatter feed on the Home tab and Chatter tab, including people's status updates and field changes, posts, and comments on records. The field changes you see in your feed are determined by the fields your administrator has configured for feed tracking. Updates to encrypted custom fields don't display in feeds. Note: When your administrator turns on Chatter, you automatically follow some users and records in your organization.

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Click Follow on the People tab, a person's profile, or in the Following and Follower lists to follow people and see their status updates in your Chatter feed. The People tab, along with the Chatter, Profile, and Groups tabs, is available by default in the Chatter app. Select this app from the app menu in the top right corner of any page. If your administrator has added the People and Profile tabs to other apps, you'll see the tabs in those apps unless you previously customized your display. In that case, you'll need to add the tabs to those apps. Click Follow on a record detail page, on a Salesforce Knowledge article, or next to a record in another person's Following list to see updates to that record in your Chatter feed. You automatically follow records you own. To disable this feature, go to Your Name ➤ Setup ➤ My Chatter Settings ➤ My Feeds, select Stop automatically following records, and then click Save. Note: Unlike other records, you don't auto-follow events, tasks, or dashboards in Chatter after you create them. You can follow a maximum of 500 people and records.

Click in your Chatter feed, on the People tab, a person's profile, a record detail page, or in the Following and Followers lists to stop following people or records. This stops future updates from people and records in your Chatter feed and removes their previous updates.

See Also:
People Tab Overview Using the Following and Followers Lists Customizing Chatter Feed Tracking Using Chatter Feeds

The People and Records You Auto-Follow Initially
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Starting in June 2010, when your administrator initially turns on Chatter, we help get you started by automatically following certain users and records in your organization. Who and what you auto-follow differ based on the size of your organization: If Your Organization Has: 15 users or less Users You Follow All users in your organization Records You Follow Up to 25 of your most recently used records, in the following order: 1. 2. 3. 4. 5. 6. Open opportunities you own Accounts you own Open cases you own Contacts you own Open opportunities you created Accounts you created

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If Your Organization Has:

Users You Follow

Records You Follow 7. Open cases you created 8. Contacts you created 9. Open opportunities you last modified 10. Accounts you last modified 11. Open cases you last modified 12. Contacts you last modified 13. Open opportunities you viewed 14. Accounts you viewed 15. Open cases you viewed 16. Contacts you viewed

16 or more users

Up to 25 users in your organization, including (if available): • Your manager • Users that report to your manager • Your subordinates • Teammates on your account teams • Teammates on your opportunity teams

Up to 25 of your most recently used records, in the following order: 1. Open opportunities you own 2. Accounts you own 3. Open cases you own 4. Contacts you own 5. Open opportunities you created 6. Accounts you created 7. Open cases you created 8. Contacts you created 9. Open opportunities you last modified 10. Accounts you last modified 11. Open cases you last modified 12. Contacts you last modified 13. Open opportunities you viewed 14. Accounts you viewed 15. Open cases you viewed 16. Contacts you viewed

See Also:
Following People and Records Using the Following and Followers Lists Automatically Following Records You Own Customizing Search Settings

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Attaching a File or Link to a Chatter Feed
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

You can share files and links with people by attaching them to posts in a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. You can attach files from your computer, Salesforce CRM Content workspaces, Chatter feeds, and the Files tab. All file types, up to 100 MB, are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs, image files, audio files, and video files. To attach a file from your computer to a post: 1. 2. 3. 4. 5. 6. Enter your post in the field at the top of the feed. If you don't enter any text, a generic update is posted with your attachment. Click File below your post. Click Upload a file from your computer. Click Browse and select a file. The file name populates automatically. Optionally, change the Name of the file and add a Description. Or click X to close the Attach a File window. Click Share.

To attach a file from Salesforce.com to a post: 1. 2. 3. 4. Enter your post in the field at the top of the feed. If you don't enter any text, a generic update is posted with your attachment. Click File below your post. Click Select a file from Salesforce. Search for your file from the Select a File to Attach list, and click Attach. The file is attached to the feed, but not shared yet. Confirm this is the file you want to share by viewing the first page of the file, and clicking on the file to see a preview. 5. Optionally, click Change file to return to the Select a File to Attach list to attach a different file. Or click X to close the Attach a File window. 6. Click Share. Note: • Links, Google docs, documents from the Documents tab, attachments from the Notes and Attachments related list, and Salesforce CRM Content packs aren't included in the Select a File to Attach list. For more information about finding files to attach, see Searching for Files to Attach to a Chatter Feed on page 267. Attaching a file from a group or workspace doesn't create a copy of the file, it creates a reference to the file. So if you update a file in Salesforce CRM Content, the updates are reflected in the feed. Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.

• •

To attach a link to a post: 1. Enter your post in the field at the top of the feed. If you don't enter any text, a generic update is posted with your attachment. 2. Click Link below your post.

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3. Enter the URL to share. 4. Enter the Link Name. 5. Click Share. This table describes who can see a file you attached and where it appears: If You Attach a File: Who Can See It? Where Does it Appear? • In your and your followers' feeds on the Home tab, Chatter tab, and profile. On the Files tab and Salesforce CRM Content tab of all Chatter users in your organization. In your feed, their feed, your followers' feeds, and their followers' feeds on the Home tab, Chatter tab, and profile. In the Files Owned list on your profile. On the Files tab and Salesforce CRM Content tab of all Chatter users in your organization. In your feed and the group members' feeds on the Home tab and Chatter tab. In your feed on your profile. In the feed on the group. In the Group Files list on the group. On your and the group members' Files tabs and Salesforce CRM Content tabs. In your feed, your followers' feeds, and the group members' feeds on the Home tab and Chatter tab. In your feed on your profile. In the feed on the group. In the Group Files list on the group. On the Files tab and Salesforce CRM Content tab of all Chatter users in your organization. In your feed (if you're following the record), your followers' feeds, and the

On the Home tab or on the Chatter tab All Chatter users in your organization.

On your profile or on someone else's profile

All Chatter users in your organization.

• •

On a private group you're a member of

Members of the group and users with • “Modify All Data” and “View All Data” permissions • • • •

On a public group

All Chatter users in your organization.

• • • •

On a record

All Chatter users in your organization.

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If You Attach a File:

Who Can See It?

Where Does it Appear? record's followers' feeds on the Home tab and Chatter tab. In your feed on your profile. In the feed on the record. In the record's Notes and Attachments related list. On the Files tab of all Chatter users in your organization.

• • • •

Note: • • • The upload may take some time depending on your file size. You automatically follow files you upload to My Files, attach to a Chatter feed, or upload to a Salesforce CRM Content workspace. Files attached to a Chatter feed on a record are automatically added to the record's Notes and Attachments related list and are called Feed Attachments. Feed Attachments are included in search results and available to attach to other Chatter feeds. Files attached directly to a record's Notes and Attachments related list are called Attachments. Attachments aren't included in search results and aren't available to attach to Chatter feeds. If you don't see the Notes and Attachments related list on your page layout, contact your administrator. On some objects, the Notes and Attachments related list is titled Attachments because the object does not offer notes. Also, the same related list may be titled Google Docs, Notes, and Attachments or Google Docs and Attachments depending on the setting in your organization. References to the Notes and Attachments related list include all versions of the related list, regardless of title. Salesforce.com is not responsible for content posted by users.

See Also:
Searching for Files to Attach to a Chatter Feed Downloading and Previewing a File in a Chatter Feed

Adding Topic Links to Posts and Comments
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

When you post an update in Chatter, you can associate your update with all other posts and comments on the same topic by adding a topic link. A topic link is a way to tag and categorize your update so other people can find it more easily. Topic links are similar to hashtags used in other social networking sites. Create a topic link by typing a hash sign and a word, for example, #leads or #UniversalPaper. For example, if you post an update that you're working on a sales presentation for your customer Universal Paper, you might want to add the topic link #UniversalPaper in your update. If your coworkers use the same topic link in their updates, anyone can click the topic link to view all related comments and posts. Topic links become more valuable as more people use them.

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To create a topic link in an update: 1. Enter # followed by any word. Spaces, tabs, and new lines automatically end a topic link, as well as the special characters noted below. Topic links aren't case-sensitive, so #UniversalPaper is the same as #universalpaper. 2. Post your update. The word you entered after “#” becomes a link that others can click on to view all posts and comments that use the same topic link. Once you post an update, the only way to delete a topic link is to delete the entire post or comment. Chatter administrators can't restrict which topic links are used.

Unsupported Characters
The following characters can't be included in a topic link. For example, if you enter “#Sales.Report” in your update, only “#Sales” becomes a topic link. • • • • • • • • • • • • • • • • • • • • • • • . (period) , (comma) ; (semi-colon) : (colon) ( ) (left and right parenthesis) & (ampersand) ! (exclamation point) “” (beginning and ending quotes) ' (apostrophe) / \ (back and forward slashes) | (pipe) # (hash) @ (at sign) % (per cent) + (plus) = (equals) $ (dollar) ^ (caret) ~ (tilde) [ ] (left and right square bracket) { } (open and close curly brace) < > (left and right angle bracket) * (asterisk)

See Also:
Chatter Feeds Overview Updating Your Status

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Searching for Files to Attach to a Chatter Feed

Searching for Files to Attach to a Chatter Feed
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

When you click File and Select a file from Salesforce on a Chatter feed, a list of files you own or have access to from Chatter feeds, the Files tab, and Salesforce CRM Content workspaces is displayed. The twenty-five most recently modified files are listed by default. When you find the file you want to attach, click Attach next to that file. From the Select a File to Attach list you can: • Search for files. Files you own or have access to are automatically added to this list when: You upload a file to My Files. The file is private and not shared with anyone, but you can view it, perform actions, and attach it to Chatter feeds. You or someone else attaches a file to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. This includes files attached to all public groups, whether you're a member or not, and private groups you're a member of, but not private groups you're not a member of. You upload a file to a Salesforce CRM Content workspace. Someone else uploads a file to a workspace you're a member of.

• •

Click the Name, Type, Owner, or Last Modified column headers to sort the list. Click Attach next to the file you want to attach to your post. Note: Files from workspaces that you're a member of and where you have Post Content to Chatter Feeds or Manage Workspace checked in your workspace permission definition are listed.

The Select a File to Attach list doesn't include: • • • • Documents from the Documents tab Attachments, notes, and Google docs from the Notes and Attachments related list Links Salesforce CRM Content packs

See Also:
Attaching a File or Link to a Chatter Feed Downloading and Previewing a File in a Chatter Feed Removing and Deleting Files and Links from a Chatter Feed

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Downloading and Previewing a File in a Chatter Feed

Downloading and Previewing a File in a Chatter Feed
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

Not only can you download and save files posted to Chatter feeds, you can also preview files in your browser without downloading them. There are several places in Chatter where you can download and preview files: • • • • On any Chatter feed, click Download next to the file, or to preview the file, click Preview. )

On a profile, you can download or preview a file from the Files Owned list by clicking the download ( ) or preview ( icon next to the file.

On a group, you can download or preview a file from the Group Files list by clicking the download ( ) or preview ( ) icon next to the file. In the Notes and Attachments related list on a record, click Download next to the feed attachment, or to preview the file, click Preview next to the feed attachment.

Clicking Preview next to a Chatter file opens the file in your browser with the enhanced document viewer. The enhanced document viewer provides the following capabilities for viewing documents: • • • • • • • In addition to using the next page ( ), previous page ( ), first page ( ), and last page ( ) icons on the document toolbar, you can navigate page-by-page through a document by right-clicking and choosing Next Page and Previous Page. You can use the scroll bar to move continuously through a document without needing to click the Next Page and Previous Page icons. Continuous scrolling is not available for PowerPoint files. You can jump directly to a page by entering the page number in the page field and pressing Enter. From the right-click menu you can choose Fit Width to expand the width of the document, or Fit Full Page to preview the whole page of the document. The fit width icon ( ) and fit full page icon ( ) are also available on the toolbar. From the right-click menu you can choose Full Screen to preview the document in full screen mode, or Exit to exit full screen mode. The full screen icon ( ) and exit icon ( ) are also available on the toolbar. From the right-click menu you can Zoom In or Zoom Out. The zoom-in icon ( ) and zoom-out icon ( ) are also available on the toolbar. You can use the keyboard arrow keys to navigate page-by-page through a document. Click on the document viewer and use the keys as follows: Right-arrow key: moves a PowerPoint document forward one slide and moves a PDF, Word, or Excel document forward one page. Left-arrow key: moves a PowerPoint document backward one slide and moves a PDF, Word, or Excel document backward one page. Up-arrow key: moves a PowerPoint document forward one slide and scrolls a PDF, Word, or Excel document up the page. Down-arrow key: moves a PowerPoint document backward one slide and scrolls a PDF, Word, or Excel document down the page.

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Note: Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.

See Also:
Attaching a File or Link to a Chatter Feed Removing and Deleting Files and Links from a Chatter Feed

Removing and Deleting Files and Links from a Chatter Feed
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

There are different ways to remove and delete Chatter files and links depending on where they appear. To remove a file or delete a link from a Chatter feed, you must delete its post. You can delete posts and comments you've made and posts and comments made by other people on the Chatter feed on your profile, on records you own, and on posts you've made in other feeds. To delete a file, you must go to the file detail page or content detail page. You can only delete a file if you are the file owner. Users with the “Modify All Data” permission can delete all comments, posts, files and links.

Removing a File from a Chatter Feed on the Home Tab, a Profile, or a Group
To remove a file from a Chatter feed, you must delete its post. When you delete a post that includes a file, you're not deleting the file, just the reference to the file; the file remains in it's original location. If the file was attached to a post and not shared in other locations, deleting the post also removes the reference to the file and moves the file into the owner's My Files where it's private, but can be shared again later.

Removing a File from a Chatter Feed on a Record
There are two ways to remove a file on a Chatter feed on a record: • Remove the file on a Chatter feed by deleting its post. This deletes the post, removes the file from the feed and from the Notes and Attachments related list, but the file remains in it's original location. If the file isn't posted anywhere else, it's moved into the owner's My Files where it's private, but can be shared again later. Remove the file on a Chatter feed by clicking Del next to the feed attachment on the Notes and Attachments related list. This removes the file from all Chatter feeds where it's been shared and deletes the file from the Notes and Attachments related list. Restore the file by clicking on the Recycle Bin, selecting the file, and clicking Undelete. If the file was attached from your computer, a Chatter feed, group, or a Salesforce CRM Content workspace, deleting it from the Notes and Attachments related list also removes it from the post, but doesn't delete it from it's original location.

Deleting a link from a Chatter Feed on the Home Tab, a Profile, or a Group
To delete a link on a Chatter feed, you must delete its post.

Deleting a File from a File Detail Page
Click Delete on a file's detail page to delete the file and remove it from all locations where it's been shared. To restore the deleted file, click on the Recycle Bin link on the Home tab. Select the file and click Undelete.

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Deleting a File from a Content Detail Page
When you post a file in Chatter, the file also appears in Salesforce CRM Content. To delete the file from Chatter, Salesforce CRM Content, and all locations where it's been shared, click the name of the file on the Workspaces, Content, or Subscriptions tab. From the content details page, click Edit ➤ Delete Content to delete the file. Deleting a Chatter file from the content details page deletes the file from Salesforce CRM Content and from Chatter.To restore deleted content, click on the Recycle Bin link in any tab. Select the content and click Undelete.

See Also:
Attaching a File or Link to a Chatter Feed Downloading and Previewing a File in a Chatter Feed

Automatically Following Records You Own
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To view a record: “Read” on the record

With the exception of tasks and events, you automatically follow records that you own, meaning that you will see updates in your Chatter feed when fields are changed on those records. Note: To automatically follow a record when someone else assigns you ownership, your administrator must enable the owner field on the object for feed tracking. For example, if the Account Owner field isn't tracked and someone changes the owner of an account, the new owner won't automatically follow the account. To stop automatically following records you own: 1. Click Your Name ➤ Setup ➤ My Chatter Settings ➤ My Feeds. 2. Select Stop automatically following records. 3. Click Save.

See Also:
Following People and Records Chatter Feeds Overview The People and Records You Auto-Follow Initially

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Viewing Your People Recommendations

Viewing Your People Recommendations
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Chatter recommends people in your organization that you might want to follow based on similar interests. For example, Chatter recommends people who: • • Follow the same people as you. This means you have connections in common. Are in your management hierarchy, such as your manager, people who report to your manager, and people who report to you. Salesforce.com uses the Manager field on the personal information page to determine these recommendations. If this field is blank, Chatter won't recommend people based on your management hierarchy. Only your Salesforce.com administrator can edit the Manager field. • • Are popular, which means they have many followers. Are new to Chatter.

View your recommendations on the right side of the Chatter and People tabs. To see an expanded list of your recommendations, click More. If no recommendations appear, then you're already following all the recommended people. When viewing your recommendations, you can: • • • • Click Follow to follow a person. Click “x” to dismiss a recommendation so it doesn't appear again. You can always go to the People tab and find that person if you want to follow them later. Click the link below the person's name to see the connections you have in common. Click the person's name to view his or her profile. Note: If your organization has fewer than 16 people, you automatically follow everybody, so no people are recommended.

See Also:
Using the Following and Followers Lists Following People and Records

Viewing Your Chatter Group Recommendations
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Chatter recommends groups that you might want to join based on: • The popularity of the group determined by the number of members.

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• •

The number of people you're following in the group. Chatter recommends groups with the most members that you're following. If the group is new (created in the last month).

View your recommendations on the right side of the Chatter and Groups tabs. To see an expanded list of your recommendations, click More. Chatter only recommends public groups. Private groups aren't included in recommendations. If no recommendations appear, then you're already a member of all the recommended groups. When viewing your recommendations, you can: • • • Click Join to become a group member. Click “x” to dismiss a recommendation so it doesn't appear again. You can always go to the Groups tab and find that group if you want to join it later. Click the group's name to view more information about the group, including recent posts.

See Also:
Chatter Groups Overview Creating Chatter Groups

GROUPS
Chatter Groups Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The Groups tab displays a list of Chatter groups in your company. Chatter groups let you collaborate with specific people. For example, if you're working on a team project, you can create a group for your team to share project-related files and information with each other. You can join up to 100 groups, and your company can have a total of 10,000 groups. There are two types of Chatter groups: • • Public: Anyone can see the group's posts, comments, and files, but only members can add posts, comments, and files. Anyone can join a public group. Private: Only members can see and add posts, comments, and files. People with the ”Modify All Data” and “View All Data” permissions can see posts, updates, and files. The group's owner or managers must add members. Private groups have a lock icon in the bottom right of their group photo.

On the Groups tab: • • Search for groups by typing two or more letters of a group name in the Find Groups box at the top of the page. The list automatically filters based on what you type. Click New Group to create a new group.

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• • • • • • •

Click a group name to view the group detail page. You can view detail pages for all groups, but you'll only see updates and files for public groups, and for private groups that you're a member of. Click a group owner's name in the Owner column to see his or her profile. View a group's member count in the Members column. In the Membership column, click Join to join a public group. For private groups, click Ask Owner to view the group owner's profile. You can then ask the owner to add you to the group. In the Membership column, click to leave a group. Click any of the column headers to sort the list. The list is automatically sorted by the Membership column to show you the groups you belong to, manage, or own. View the groups that Chatter recommends you join based on the group's popularity and the number of connections you have in the group. Click More in the Recommended Groups section to view all of your recommendations. If no recommendations appear, then you're already a member of all the recommended groups. Note: The Chatter, Profile, People, Groups, and Files tabs are available by default in the Chatter app. Select this app from the app menu in the top right corner of any page. If your administrator has added these tabs to other apps, you'll see the tabs in those apps unless you previously customized your display. In that case, you'll need to add the tabs to those apps.

See Also:
Editing or Changing the Owner of Chatter Groups Viewing Chatter Group Details Using the Group Files List Creating Chatter Groups Adding and Removing Chatter Group Members Viewing Your Chatter Group Recommendations Using Chatter Feed Filters Joining Chatter Groups

Creating Chatter Groups
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

To create a Chatter group: 1. Click New Group on the Groups tab. 2. Enter a group name and description. Note: You own groups you create. To assign a new owner, finish creating the group, then edit the group settings.

3. Select an access level: • Public: Anyone can see the group's posts, comments, and files, but only members can add posts, comments, and files. Anyone can join a public group.

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Private: Only members can see and add posts, comments, and files. People with the ”Modify All Data” and “View All Data” permissions can see posts, updates, and files. The group's owner or managers must add members. Private groups have a lock icon in the bottom right of their group photo.

4. Click Save.

See Also:
Viewing Chatter Group Details Chatter Groups Overview Adding and Removing Chatter Group Members Viewing Chatter Group Members Joining Chatter Groups

Joining Chatter Groups
To join a Chatter group: • • For public groups, click Join on the Groups tab or on a group detail page. For private groups, click Ask Owner on the Groups tab or on a group detail page to view the group owner's profile. You can then ask the owner to add you to the group.

You can join up to 100 groups, and your company can have a total of 10,000 groups.

See Also:
Viewing Chatter Group Details Chatter Groups Overview

Viewing Chatter Group Details
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The group detail page shows you information about a Chatter group. To view a group detail page, click the group's name on the Groups tab or in the Groups list on a profile. From a group detail page, you can: • • • • Click Join to join a public group. Click Ask Owner on a private group to view the group owner's profile. You can then ask the owner to add you to the group. Click to leave a group. Click Invite People to invite people to join a public group you're a member of.

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Note: For public groups you manage or own, you'll see the Add/Remove Members link, which lets you add or remove members. • • • • • • Click Chatter Email Settings to view and modify your email notifications, for example, to receive an email when someone posts to the group. View Chatter feed updates for public groups, and for private groups you're a member of. Post and comment in the Chatter feeds of groups you're a member of. You can also comment, but not post, on public groups you're not a member of. View a single feed update. View the group's members by clicking Show All in the Members section. The group owner's picture in the Members section has a key icon and displays in the top left. View, download, and search files posted to the group in the Group Files section.

Additionally, as a group manager or owner, you can: • • • • Click Group Settings to edit group settings. Click Add/Remove Members to add or remove group members. Click Change Roles to change member roles. This link doesn't display on groups with only one member. Click Update Photo to upload or delete a profile photo. Note: People with the “Modify All Data” permission can upload photos, change member roles, change group owners, delete posts and comments, and edit group settings for all groups, regardless of membership. However, they can't post on groups they're not a member of.

See Also:
Creating Chatter Groups Editing or Changing the Owner of Chatter Groups Using the Group Files List Chatter Groups Overview Adding and Removing Chatter Group Members Joining Chatter Groups Viewing Chatter Group Members

Viewing Chatter Group Members
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The Members list on a Chatter group detail page shows you all of the members of a group. Click Show All to view the full list in alphabetical order. You can filter the list to see only managers or owners. Click Follow or Following next to people's names to start or stop following them.

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Using the Group Files List

Use the Next and Previous links to see more of the list. Click Done to close the window.

See Also:
Adding and Removing Chatter Group Members Joining Chatter Groups Viewing Chatter Group Details

Using the Group Files List
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

The Group Files list on a Chatter group shows the five most recent files posted to that group. You can preview or download files directly from this list. To see a list of all the files posted to a group or to search for a specific file, click Show All. The twenty-five most recently modified files are listed by default. On the Files Shared with list you can: • Search for files that have been posted to the group. The list includes files that you and other people have attached to the Chatter feed on the group. The list doesn't include: • • • • Documents from the Documents tab Links attached to a Chatter feed Attachments, notes, and Google docs from the Notes and Attachments related list

Click Follow to receive updates about a file in the Chatter feed. Click in the Following column next to the file you're following to stop receiving updates about the file. Click a file name to view the file detail page. You can view detail pages for all files, but you'll only see updates in the Chatter feed for files you follow. Click the Download icon or Preview icon next to a file. Preview lets you see the file without downloading it. Click a file owner's name to see his or her profile. Note: • Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews. Files without a file extension or with an unrecognized file extension are listed as “unknown” in the Type column.

See Also:
Chatter Groups Overview

276

Salesforce Chatter

Editing or Changing the Owner of Chatter Groups

Editing or Changing the Owner of Chatter Groups
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

You can edit settings for Chatter groups you own or manage. 1. Click Group Settings on a group detail page. 2. Optionally type a name or use the lookup icon to search for a new Owner. Only the current owner or people with the “Modify All Data” permission can change the owner. 3. Optionally edit the group name and description. 4. Optionally change the access level: • • Public: Anyone can see the group's posts, comments, and files, but only members can add posts, comments, and files. Anyone can join a public group. Private: Only members can see and add posts, comments, and files. People with the ”Modify All Data” and “View All Data” permissions can see posts, updates, and files. The group's owner or managers must add members. Private groups have a lock icon in the bottom right of their group photo.

If you change a private group to public, updates and files will be visible to all users and anyone will be able to join the group. 5. Click Save. If you own a group or have the “Modify All Data” permission, you can click Delete to delete the group.

See Also:
Creating Chatter Groups Viewing Chatter Group Details Chatter Groups Overview Adding and Removing Chatter Group Members

Deleting Chatter Groups
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Only the owner of a group and users with the “Modify All Data” permission can delete a group. 1. Click Group Settings on a group detail page. 2. Click Delete. 3. Click OK. Deleting a group permanently deletes the updates of the group, including any links posted to the group. When you delete a group that includes files, you're not deleting the files, just the references to the files. The files remain in their original location.

277

Salesforce Chatter

Chatter Group Roles Overview

If the files were posted to the group and not shared in other locations, deleting the group also removes the references to the files and moves the files into the file owner's My Files where they're private, but can be shared again later.

See Also:
Editing or Changing the Owner of Chatter Groups Creating Chatter Groups Chatter Group Roles Overview Changing Chatter Group Roles

Chatter Group Roles Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The following table describes the actions that can be performed by members, managers, and owners of Chatter groups. Action Post and comment Change member roles Edit group settings Add and remove members Delete posts and comments Delete group Change group owner Member Yes Manager Yes Yes Yes Yes Yes Owner Yes Yes Yes Yes Yes Yes Yes

Note: People with the “Modify All Data” permission can upload photos, change member roles, change group owners, delete posts and comments, and edit group settings for all groups, regardless of membership. However, they can't post on groups they're not a member of.

See Also:
Viewing Chatter Group Details Chatter Groups Overview Adding and Removing Chatter Group Members

278

Salesforce Chatter

Changing Chatter Group Roles

Changing Chatter Group Roles
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

To change Chatter group roles for groups you own or manage: 1. Click Change Roles on a group detail page. 2. To search for members, start typing in the search box. Optionally sort the list by toggling between Managers and All Members. 3. Select the Manager checkbox for people you want to be managers. Note: To change the group owner, you must own the group or have the “Modify All Data” permission. Click the Group Settings link next to the current owner to assign a new owner. 4. Click Done.

See Also:
Viewing Chatter Group Details Chatter Groups Overview Viewing Chatter Group Members Adding and Removing Chatter Group Members

Adding and Removing Chatter Group Members
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

People must request to join private Chatter groups, and only owners and managers of private groups can add and remove members. To add or remove members for Chatter groups you own or manage: 1. Click Add/Remove Members on a group detail page. 2. Optionally search for people using the Find People search box. You can also toggle between Members of the group and Everyone in your Salesforce.com organization. Use the Next and Previous lnks to see more of the list. Note: If you can't find who you're looking for, you can invite people by clicking Invite them to Chatter!. Additionally, owners and managers of private groups can send invitations. When someone accepts an invitation to join the group, they join Chatter as well. 3. Click Add to add a member, or to remove a member. 4. Click Done when you're finished.

279

Salesforce Chatter

Viewing Group Memberships

Unlike private groups, anyone can join a public group by clicking Join on a group detail page or in the Membership column on the Groups tab. To leave a group, click on a group detail page or in the Membership column on the Groups tab. To be notified when you're added to Chatter groups, enable email notifications.

See Also:
Viewing Chatter Group Members Creating Chatter Groups Chatter Group Roles Overview Changing Chatter Group Roles

Viewing Group Memberships
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The Groups list on your profile shows you the Chatter groups you're a member of. If you're not a member of any groups, click Join or create groups to view the Groups tab and join some groups. You can also view the Groups list on other people's profiles to see their group memberships. Click Show All to view the full list in alphabetical order. • • • • • Use the Next and Previous links to see more of the list. Click to leave a group you're a member of. On another person's groups list, click Join to join a public group. On another person's groups list, click Ask Owner next to a private group to view the group owner's profile. You can then ask the owner to add you to the group. Click Done to close the window.

See Also:
People Tab Overview Viewing Chatter Group Details Chatter Groups Overview

280

Salesforce Chatter

Files Tab Overview

FILES
Files Tab Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

You can easily upload, store, find, and follow Salesforce.com files in the cloud using the Files tab. This includes files you own or have access to from Chatter and Salesforce CRM Content. All file types, up to 100 MB, are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs, image files, audio files, and video files. All files you own or have access to from the All Files, My Files, Files in My Groups, or Files in My Workspaces list views are available to attach to posts on Chatter feeds. Files are automatically added to one or more of the list views on the Files tab when: • • You upload a file to My Files. The file is private and not shared with anyone, but you can view it, perform actions, and attach it to Chatter feeds. You or someone else attaches a file to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. This includes files attached to all public groups, whether you're a member or not, and private groups you're a member of, but not private groups you're not a member of. You upload a file to a Salesforce CRM Content workspace. Someone else uploads a file to a workspace you're a member of. You or someone else creates a content pack or uploads a Web link in Salesforce CRM Content. You only see content packs and Web links you have access to.

• • •

On the Files tab: • See all the files you own or have access to and click on specific list views on the sidebar to see a certain group of files: • All Files shows all of the files you own or have access to. My Files shows all of the files you own. Files in My Groups shows all files you or other people attached to groups you're a member of. Files in My Workspaces shows all files you and other people uploaded to workspaces you're a member of and all files you uploaded to your personal workspace.

• •

Search for files using specific list views and by typing terms in the Files tab search box, or the search box at the top of the page. The titles, descriptions, and contents of the files are searched. The search results are filtered based on the terms entered. Click Upload a File to upload a private file to My Files. You own files you upload. Click Follow to receive updates about a file in the Chatter feed. Click you're following to stop receiving updates about the file. in the Following column next to the file

281

Salesforce Chatter

Uploading Files

• • •

Click a file name to view the file detail page. You can view detail pages for all files, but you'll only see updates in the Chatter feed for files you follow. Click the Download icon or Preview icon next to a file. Preview lets you see the file without downloading it. Click a file owner's name to see his or her profile.

To learn who can perform which actions on a file, see the File actions table. Note: • • For more information about Chatter files and Salesforce CRM Content files, see What is the difference between a Chatter file and a Salesforce CRM Content file? on page 2737 Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews.

See Also:
Uploading Files Searching for Files Viewing the File Detail Page Understanding Files in Salesforce.com

Uploading Files
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Upload a file to My Files on the Files tab where you can store, preview, download, follow, and search for the file. Files are uploaded as private, not shared with anyone, and you are the file owner. Only file owners and users with the “View All Data” permission can see private files. Private files are indicated by the word “Private” and a lock icon on the file's detail page, and by a lock icon on file lists. You can search for your private files in Chatter and on the Files tab. You can also share private files by attaching them to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. When you share a private file, it's no longer private. All file types, up to 100 MB, are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs, image files, audio files, and video files. To upload a file to My Files: 1. 2. 3. 4. Click Upload a File. Click Browse and select a file from your computer. The file name populates automatically when you select a file. Optionally, change the file name or add a description. Click Upload to My Files. The file detail page displays.

Files are also automatically included in All Files, My Files, Files in My Groups, or Files in My Workspaces by: • • • Attaching a file to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. Uploading files to Salesforce CRM Content personal and shared workspaces. Creating content packs or uploading Web links in Salesforce CRM Content.

282

Salesforce Chatter

Searching for Files

The Files tab doesn't include: • • • Documents from the Documents tab Links attached to a Chatter feed Attachments, notes, and Google docs from the Notes and Attachments related list Note: • • • • The maximum file size you can upload is 100 MB. You automatically follow files you upload to My Files, attach to a Chatter feed, or upload to a Salesforce CRM Content workspace. Files without a file extension or with an unrecognized file extension are listed as “unknown” in the Type column. To learn who can perform which actions on a file, see the File actions table.

See Also:
Files Tab Overview Viewing the File Detail Page Uploading a New Version of a File Deleting a File from the File Detail Page Understanding Files in Salesforce.com

Searching for Files
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Clicking on the Files tab displays Chatter and Salesforce CRM Content files you own and have access to. The twenty-five most recently modified files are listed by default. You can see a certain group of files by clicking a specific list view on the sidebar: • All Files—All files you own or have access to from Chatter and Salesforce CRM Content, including: Files you uploaded to My Files. These files are private and not shared with anyone, but you can view them, perform actions, and attach them to Chatter feeds. Files you attached to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. Files you uploaded to Salesforce CRM Content workspaces you're a member of and your personal workspace. Files attached by other people to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. This includes files attached to all public groups, whether you're a member or not, and private groups you're a member of, but not private groups you're not a member of. Files uploaded by other people to Salesforce CRM Content workspaces you're a member of.

-

For example, if another Chatter user in your organization shares a file with a group you're a member of, that file shows up in your All Files list. My Files—All files that you own from Chatter and Salesforce CRM Content, including: Files you uploaded to My Files. These files are private and not shared with anyone, but you can view them, perform actions, and attach them to Chatter feeds.

283

Salesforce Chatter

Searching for Files

• •

Files you attached to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. Files you uploaded to Salesforce CRM Content workspaces you're a member of and your personal workspace.

Files in My Groups—All files you and other people attached to groups you're a member of. The first five groups you're a member of are listed. If you're a member of more than five groups, click More to see a complete list. Files in My Workspaces—All files you and other people uploaded to workspaces you're a member of and all files you uploaded to your personal workspace. The first five workspaces you're a member of, including your personal workspace, are listed. If you're a member of more than five workspaces, click More to see a complete list.

To search for files using the Files tab search: 1. Optionally, click a list view on the sidebar to restrict your search to a specific set of files. 2. Enter your search terms in the box on the Files tab. The titles, descriptions, and contents of the files are searched. 3. Click Search to see a filtered list of all relevant files based on your search terms. Or click to clear your search terms. You can also search for feeds, files, groups, and people by entering search terms in the search box on the top of the page. The Files tab doesn't include: • • • Documents from the Documents tab Links attached to a Chatter feed Attachments, notes, and Google docs from the Notes and Attachments related list

The following file types and sizes are supported for file search. Files that exceed the maximum size aren't searched. File Type HTML PDF PPT RTF Text Word XML XLS File Extensions
.htm, .html, .xhtml .pdf .ppt, .pptx, .pptm .rtf .c, .cpp, .css, .csv, .ini, .java, .log, .sql, .txt .doc, .docx, .docm .xml .xls, .xlsx, .xlsm

Maximum Size 5 MB 25 MB 25 MB 5 MB 5 MB 25 MB 5 MB 5 MB

See Also:
Uploading Files Viewing the File Detail Page

284

Salesforce Chatter

Viewing the File Detail Page

Viewing the File Detail Page
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

Open a file detail page by clicking a file name on the Files tab, on a Chatter feed, or on a group or profile files list. On the file detail page, you can see details about Chatter files and Salesforce CRM Content files, but you can only perform actions on Chatter files. To perform actions on files that originated in Salesforce CRM Content, click Go to Content Detail Page. From a file detail page, you can: • Preview the file without downloading it. If the file has multiple pages, click on the enhanced document player or use the arrow keys on your keyboard to see each page, zoom in or out, or change the preview width and screen size. Files owners and anyone with access to the file can preview it. Note: Not all files can be previewed, such as copy-protected PDFs, unknown file types, and any file larger than 25 MB. For files that can't be previewed, the Preview option isn't available on feeds or list views, and files appear as generic file type icons in the feed. Some Microsoft Office 2007 features don't display correctly in previews. • See if your file is private. You'll see the word “Private” and a lock icon next to the file name if you haven't shared the file with anyone. When you upload a file to My Files, it is private. When you attach a private file to a Chatter feed, it is no longer private. Click Download to open or save the file. File owners and anyone with access to the file can download it. Click Upload New Version to update the file with a newer version. Only file owners can upload a new version of their file. Click Delete to delete the file. File owners and users with the “Modify All Data” permission can delete files. See who the file is owned by and when it was last modified. Click Follow to follow the file or click to stop following the file. See who's following the file. Click Go to Content Detail Page to see the content detail page of a file that originated in Salesforce CRM Content. Any actions performed on files that originated in Salesforce CRM Content must be done on the file's content detail page instead of the file detail page.

• • • • • • •

This table describes the actions that can be performed by users with the “View All Data” or “Modify All Data” permission, and owners of files: Actions View/Preview Download Upload New Version User with “View All Data” Permission Yes Yes User with “Modify All Data” Permission Yes Yes Owner Yes Yes Yes

285

Salesforce Chatter

Uploading a New Version of a File

Actions Attach Delete

User with “View All Data” Permission

User with “Modify All Data” Permission Yes Yes

Owner Yes Yes

See Also:
Files Tab Overview Uploading Files

Uploading a New Version of a File
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Upload a new version of a file that you previously uploaded to My Files or attached to a Chatter feed so the latest version is available on the Files tab and in Chatter. You may want to upload a new version of a file if the contents of the previous version have changed or if you want to change the title or description of a file. When you upload a new version, a notification is posted to your Chatter feed on the Home tab and the Chatter tab, and anyone following the previous file will also get a notification in their Chatter feed. Uploading a new version replaces all previous versions in Chatter. To upload a new version: 1. 2. 3. 4. Click Upload New Version on the file detail page. Click Browse and select a file from your computer. The file name populates automatically when you select a file. Optionally, change the file name and description. Click Upload New Version.

The detail page view now shows your updated file and all previous versions are updated. Note: • • Only file owners can upload new versions. To learn who can perform which actions on a file, see the File actions table. If the file is from Salesforce CRM Content, you can't upload a new version from the file detail page. You can click Go to Content Detail Page and upload a new version there.

See Also:
Files Tab Overview Uploading Files

286

Salesforce Chatter

Following Files

Following Files
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Follow files so you can see updates in your Chatter feed on the Home tab and Chatter tab, including when a new file version is uploaded. If you stop following a file, the file remains in your Files tab list, you just won't see updates in your feed anymore. Click • • • • Follow to start seeing updates, or click to stop seeing updates:

On the file's detail page Next to the file on the All Files, My Files, Files in My Groups, or Files in My Workspaces lists on the Files tab Next to the file on the Group Files list on a group Next to the file on the Files Owned list on a profile Note: • • You automatically follow files you upload to My Files, attach to a Chatter feed, or upload to a Salesforce CRM Content workspace. If you follow a file in Chatter that you have previously subscribed to in Salesforce CRM Content, you can unsubscribe from the file in Salesforce CRM Content because you'll now be receiving updates about it in your Chatter feed.

See Also:
Files Tab Overview Viewing the File Detail Page

Deleting a File from the File Detail Page
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Click Delete on a file's detail page to delete the file and remove it from all locations where it's been shared. To restore the deleted file, click on the Recycle Bin link on the Home tab. Select the file and click Undelete. Note: Only file owners and users with the “Modify All Data” permission can delete files. To learn who can perform which actions on a file, see the File actions table.

287

Salesforce Chatter

Understanding Files in Salesforce.com

For more information about deleting files from other places in Chatter, see Removing and Deleting Files and Links from a Chatter Feed on page 269.

See Also:
Files Tab Overview Uploading Files Viewing the File Detail Page

Understanding Files in Salesforce.com
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

There are several different ways you can use files in Salesforce.com depending on what you want to do and what part of the app you're in. For example: • • • • Upload a file to My Files and store it there privately until you're ready to share it. Share the file by attaching it to a Chatter feed on the Home tab, Chatter tab, a profile, a record, or a group. Create, clone, or modify a presentation in Salesforce CRM Content, and then save it so only you can see it or publish it so other users in your organization can see it. Add a custom logo to meeting requests by uploading your logo to the Documents tab. Store pertinent information on a lead's detail page by attaching a note or image to the lead's Notes and Attachments related list.

For more information about Chatter files and Salesforce CRM Content files, see What is the difference between a Chatter file and a Salesforce CRM Content file? on page 2737 See the following definitions to determine how you want to use files: Files Tab You can easily upload, store, find, and follow Salesforce.com files in the cloud using the Files tab. This includes files you own or have access to from Chatter and Salesforce CRM Content. All file types, up to 100 MB, are supported, including everything from Microsoft® PowerPoint presentations and Excel spreadsheets, to Adobe® PDFs, image files, audio files, and video files. All files you own or have access to from the All Files, My Files, Files in My Groups, or Files in My Workspaces list views are available to attach to posts on Chatter feeds. The Files tab requires no administration and can be used right away. Files are automatically included in All Files, My Files, Files in My Groups, or Files in My Workspaces when you or other people share or upload files in Chatter or Salesforce CRM Content. Files can be shared with a Chatter group or all Chatter users in your organization. If you want to share a private file (that you uploaded to My Files) with certain people to get their feedback, you can create a private group, add group members, and then share the file with the group. The group members can preview, download, and collaborate on the file by sharing comments in the group's feed. You can incorporate their feedback into the file on your computer and then upload a new version for the group to see. For more information, see Files Tab Overview on page 281. Salesforce CRM Content Salesforce CRM Content is where you publish, share, and deliver corporate files.

288

Salesforce Chatter

Understanding Files in Salesforce.com

With Salesforce CRM Content you can organize, share, search, and manage content within your organization and across key areas of the Salesforce.com application. Content can include all file types, from traditional business documents such as Microsoft® PowerPoint presentations to audio files, video files, Web pages, and Google® docs. Salesforce CRM Content requires set up by your administrator and includes workspaces, content packs, and content deliveries. Users can contribute, search, tag, provide feedback, share, and subscribe to files. Files are stored in fully searchable file repositories known as workspaces. Administrators can create multiple workspaces based on any classification, such as department name, job function, or team, then configure user permissions within the workspace to balance content access with security. Authors assign descriptive labels called tags to help classify and organize content across workspaces. You can view a list of all content that belongs to a particular tag or filter search results based on a tag or tags. One example of how you can use Salesforce CRM Content is to create and deliver content packs. You may want to create a content pack with a product list, price quote, and contract to send to a particular customer. Using email or instant messaging, you can distribute the content pack to colleagues in your organization or leads and contacts outside your organization. The recipient of a content delivery can click a single URL to open a preview player with which he or she can preview and download the content. You can then view tracking information to see how often the content pack was viewed and which documents were downloaded. For more information, see Salesforce CRM Content Overview on page 300. Documents Tab The Documents tab is where you store Web resources, such as, logos, DOT files, and other Visualforce materials. A document library is a place to store files without attaching them to accounts, contacts, opportunities, or other records. Each document in the document library resides in a folder. The folder’s attributes determine the accessibility of the folder and the documents within it. For more information, see Document Library Overview on page 209. Notes and Attachments The notes and attachments related list is where you attach and store files related to a specific account, contact, opportunity, or other record. When you attach a file to a Chatter feed on a record, it's automatically added to the record's notes and attachments related list as a Feed Attachment. You can also add files directly to the notes and attachments related list. You can create, view, and edit notes and add attachments from the Notes and Attachments related list on selected detail pages such as accounts, contacts, leads, opportunities, and products. You can also add attachments from the Attachments related list on selected detail pages such as cases, solutions, and campaigns. If Chatter is enabled for your organization, files posted to a feed on a record are added to the record's Notes and Attachments related list as feed attachments. You can preview (if available), download, and delete feed attachments from the Notes and Attachments related list, but you can't edit them. You can view feed attachment details by clicking on the title of the file. For more information, see Viewing and Editing Google Docs, Notes, and Attachments on page 244.

See Also:
Uploading Files Searching for Files Viewing the File Detail Page

289

Salesforce Chatter

Configuring Chatter Email Notifications and Digests

Configuring Chatter Email Notifications and Digests
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Chatter can email you when someone follows you, posts to your profile or groups, and more. You can also receive user email digests, as well as digests from your groups. User digests include updates from your Chatter feed, such as updates about the people, files, and records you follow and your groups. Group digests include updates about a particular group, and are configureable on a group-by-group basis. Note: To receive Chatter email notifications and digests, your administrator must enable email notifications for your organization. To configure your Chatter email settings: 1. Click Your Name ➤ My Settings at the top of any page, then click Email Settings. You can also click Your Name ➤ Setup ➤ My Chatter Settings ➤ Chatter Email Settings. 2. Select Receive Chatter Emails to receive Chatter email. Caution: Deselecting this option prevents you from receiving all Chatter email notifications.

3. Use the checkboxes and radio buttons to indicate the types of Chatter email you want to receive. You can configure different digest settings for each group. 4. Click Save. Note: • When configuring your user and group digests, specify whether you want to receive each digest daily or weekly. Daily digests include the 25 latest posts from the previous day while weekly digests include the 50 latest posts from the week. Both include the three latest comments on each post. Alternatively, when configuring group digests, you can choose to receive an email every time someone posts to the group. Salesforce.com sends daily digests at approximately 12:00 AM every day, and weekly digests at approximately 12:00 AM on Sunday. For user digests, the time is according to the user's time zone. For group digests the time is according to the organization's time zone. If you configure Salesforce.com to send Chatter digests but you don't receive any, it's likely that the people and items you're following have no new updates. If you select Receive Chatter Emails, you automatically receive email notifications when you're added to Chatter groups. If you select Comments on a post on my profile, you don't receive a notification when someone comments on changes an administrator makes to your profile. If you select Comments after me, you receive email notifications for up to four comments after you.

• • • •

290

Salesforce Chatter

People Tab Overview

Chatter limits the number of email notifications an organization can send each hour. These limits are subject to change.

See Also:
Using Chatter Chatter Feeds Overview Viewing a Single Chatter Update

People Tab Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The People tab displays a list of the users in your organization. The Chatter, Profile, People, Groups, and Files tabs are available by default in the Chatter app. Select this app from the app menu in the top right corner of any page. If your administrator has added these tabs to other apps, you'll see the tabs in those apps unless you previously customized your display. In that case, you'll need to add the tabs to those apps. On the People tab: • • • • • • • Search for users by typing characters of a first or last name in the search box at the top of the page. The list will automatically filter based on what you type. At the top of the list, click a letter to list everyone whose last name begins with that letter. Click a person's name or photo to view his or her profile. Click Follow to see a person's status updates in the Chatter feed on the Home tab and Chatter tab. Click Following to stop seeing a person's status updates in the Chatter feed. Invite people to join your Chatter network. Invited users can view profiles, post on their feed, and join groups but can't see your Salesforce.com data or records. View the people that Chatter recommends you follow. Click More in the Recommended People section to view all of your recommendations. If no recommendations appear, then you're already following all the recommended people.

See Also:
Chatter Feeds Overview Using the Following and Followers Lists Following People and Records Viewing Your People Recommendations Using Chatter Feed Filters

291

Salesforce Chatter

Inviting People to Join Chatter

Inviting People to Join Chatter
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

User Permissions Needed To invite people to Chatter: “Allow Invitations”

You can invite people from your company that don't have Salesforce.com licenses to use Chatter. Invited users can view profiles, post on their feed, and join groups but can't see your Salesforce.com data or records. To invite people to Chatter: 1. Click Invite People to Chatter on the People tab. Note: You can only enter email addresses for your company's supported domains. Portal users cannot send invitations. 2. Enter email addresses and click Send. You can also invite coworkers to join a public group even if they don't use Chatter yet. Additionally, owners and managers of private groups can send invitations. When someone accepts an invitation to join the group, they join Chatter as well. 1. On the Groups tab, click on a group name. 2. In the Members section on the group detail page, click Invite People. If you are the group owner or manager, you can also invite people from the Add/Remove Members window. Click Add/Remove Members, then click Invite them to Salesforce Chatter!. 3. Enter email addresses and click Send. Note: Portal users cannot send invitations. A user has up to 60 days to accept an invitation to join Chatter. If during that time, an administrator deselects Allow Invitations or removes the user's domain from the list, the user won't be able to accept the invitation.

See Also:
People Tab Overview Adding and Removing Chatter Group Members

Searching for Chatter
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

To find Chatter feeds, files, groups, and people:

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Searching for Chatter

1. Enter your search terms in the header search box. You can also search for topics by entering # followed by the topic (such as #SalesReport). In the search results, click Chatter Feed Results to see all posts and comments that refer to that topic. 2. Click Search. 3. From the search results, click an item to open it or click Edit, if available. Chatter files, groups, and people appear on the records search results page. Click Chatter Feed Results at the top of the page to view Chatter feed search results that include your search terms. To find all posts and comments on a specific topic: 1. Locate a comment or feed that contains a topic link you're interested in. 2. Click the topic link to view all related posts and comments.

See Also:
Search Overview

Chatter Feed Search Results
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The Chatter feed Search Results page displays Chatter users' posts and comments that include your search terms. Chatter feed searches aren't limited to your selected search options; Chatter feed search results include matches across all objects. Note: Feed-tracked changes on records and fields aren't included in search results. For example, if you've enabled feed tracking on the Billing Address field for the Acme account and modified the Acme billing address, search results for Acme include Acme — Suzanne Powell Looking for volunteers to help with the Acme account but don't include Acme — Suzanne Powell changed Billing Street to 10 Main Road. • • • To view the detail pages for Chatter files, groups, and people, click the respective name in the update. To view a single feed update, click the timestamp below the update, for example, Yesterday at 12:57 AM. To download or preview files, click Download or Preview next to the file. Preview lets you see the file without downloading it.

To view search results for records, such as accounts, contacts, and Chatter files, groups, and people, click Record Results at the top of the page.

See Also:
Search Overview

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Chatter Desktop Overview

CHATTER DESKTOP
Chatter Desktop Overview
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Chatter Desktop is a free desktop application that lets you collaborate in Chatter without a browser. Use Chatter Desktop to post and comment in Chatter, and receive updates about the people, records, and files you follow and your groups. Chatter Desktop also displays Chatter updates in popup notifications in your Windows taskbar or Mac OS X Dock.

See Also:
Installing Chatter Desktop Connecting Chatter Desktop Using Chatter Desktop Configuring Chatter Desktop Disabling Chatter Desktop Remotely Troubleshooting Chatter Desktop

Installing Chatter Desktop
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

Salesforce.com provides two Chatter Desktop installers: a standard version for individual installations and a managed version for enterprise deployments. Standard Version Managed Version

For individuals with administrator privileges on their machines For enterprises deploying Chatter Desktop to users who don't have administrator privileges on their machines Does not require administrator privileges in Salesforce.com to access the installer Automatically installs the required version of Adobe® Integrated Runtime (AIR®) Requires administrator privileges in Salesforce.com to access the installer Does not automatically install AIR—your IT department must obtain a redistribution agreement from Adobe Systems Incorporated and deploy the required version of AIR before deploying Chatter Desktop

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Requires the acceptance of an end user license agreement the Requires your IT department to accept the Chatter Desktop first time Chatter Desktop launches managed version end user license agreement on behalf of the users to which Chatter Desktop is deployed Posts “Installed Chatter Desktop” to Chatter the first time Chatter Desktop launches Periodically checks Salesforce.com for updates Does not automatically post to Chatter the first time Chatter Desktop launches Does not regularly check Salesforce.com for updates

To install the standard version: 1. Click Your Name ➤ Setup ➤ Desktop Integration ➤ Chatter Desktop. 2. Click the install badge. 3. Follow the on-screen instructions. To install the managed version: 1. Deploy Adobe® Integrated Runtime (AIR®) version 2.0.4 or later to the machines on which you plan to deploy Chatter Desktop. AIR is Adobe's cross-platform runtime environment for desktop applications, and is a prerequisite for Chatter Desktop. Tip: Visit these links before deploying AIR: • • • • AIR® overview: http://www.adobe.com/devnet/air/articles/distributing_air_in_enterprise.html Information on obtaining an AIR® redistribution license from Adobe System Incorporated:
http://www.adobe.com/products/air/runtime_distribution1.html

Installation information:
http://help.adobe.com/en_US/air/redist/WS485a42d56cd19641-70d979a8124ef20a34b-8000.html

Administration information:
http://help.adobe.com/en_US/air/admin/WS485a42d56cd1964167ea49bd124ef17d52a-8000.html

2. Click Your Name ➤ Setup ➤ Desktop Integration ➤ Chatter Desktop. 3. Click the link to download the managed version. Important: Chatter Desktop uses Adobe® Acrobat® Reader to preview PDF files. Before previewing files with Chatter Desktop, install Adobe Acrobat and open it at least one time to complete the installation. You can download it from Adobe's website.

See Also:
Chatter Desktop Overview Connecting Chatter Desktop Using Chatter Desktop Configuring Chatter Desktop Disabling Chatter Desktop Remotely Troubleshooting Chatter Desktop

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Salesforce Chatter

Connecting Chatter Desktop

Connecting Chatter Desktop
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

By default, Chatter Desktop connects to the Production instance of Salesforce.com. If your organization uses multiple instances of Salesforce.com on different servers, manually configure Chatter Desktop to connect with those instances: 1. Click the icon in the upper right corner of the Chatter Desktop interface and select Settings. 2. In the Connections section, enter a name for the connection and the URL you use to log into the instance. The URL must begin with https:// and end with salesforce.com. For example, if you have a sandbox that you log into from https://test.salesforce.com, enter that URL and name the connection Sandbox. 3. Click Add. 4. To optionally configure Chatter Desktop to connect to this instance by default, select the radio button next to the name of the connection. 5. Restart Chatter Desktop. When Chatter Desktop relaunches, an authentication screen appears. Follow the on-screen instructions to authenticate Chatter Desktop to connect with the new instance.

See Also:
Installing Chatter Desktop Chatter Desktop Overview Using Chatter Desktop Configuring Chatter Desktop Disabling Chatter Desktop Remotely Troubleshooting Chatter Desktop

Using Chatter Desktop
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

To view updates directed towards you, select the To:Me tab. To view updates for a particular group, select the Groups tab and click the group. To post to a group, navigate to the group, type your post, and click Share. To post a file from your computer to Chatter, drag the file to the feed on which you want to post. A box appears showing you where to drop the file. Alternatively, click the icon, which appears when you type a post. icon that appears when

To post a link to Chatter, type the link in the text box at the top of the Chatter tab, or click the you type a post.

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Salesforce Chatter

Configuring Chatter Desktop

Tip: Chatter Desktop synchronizes with Salesforce.com automatically; however, synchronization does not always happen instantly. To manually synchronize, click the in the lower left corner.

See Also:
Installing Chatter Desktop Connecting Chatter Desktop Chatter Desktop Overview Configuring Chatter Desktop Disabling Chatter Desktop Remotely Troubleshooting Chatter Desktop

Configuring Chatter Desktop
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

The default Chatter Desktop configuration is appropriate for most users, but several Chatter Desktop settings are configurable. To access Chatter Desktop settings, click the you can: • • • icon in the upper right corner and select Settings. From the Settings screen,

Configure Chatter Desktop to launch when you start your computer. Configure Chatter Desktop to minimize when you close it. Configure Chatter Desktop to display comments in your feed. This is the default option, and it configures Chatter Desktop to display comments in your feed chronologically and on the same level as the other types of Chatter updates. If you deselect this option, comments do not appear in your feed. Instead, Chatter Desktop lets you drill down into the post by clicking the Comments link on the post associated with the comment.

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Configuring Chatter Desktop

Figure 2: Comparison of Chatter Desktop Setting with and without Comments in Feed • Enable popup notifications. Popup notifications are enabled by default.

See Also:
Installing Chatter Desktop Connecting Chatter Desktop Using Chatter Desktop Chatter Desktop Overview Disabling Chatter Desktop Remotely Troubleshooting Chatter Desktop

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Salesforce Chatter

Disabling Chatter Desktop Remotely

Disabling Chatter Desktop Remotely
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions

To disallow Chatter Desktop from accessing your Salesforce.com data, click Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information, and click Revoke next to Chatter Desktop in the Remote Access section. Do this if the computer on which you installed Chatter Desktop is stolen or lost.

See Also:
Installing Chatter Desktop Connecting Chatter Desktop Using Chatter Desktop Configuring Chatter Desktop Chatter Desktop Overview Troubleshooting Chatter Desktop

Troubleshooting Chatter Desktop
Available in: Group, Professional, Enterprise, Unlimited, Contact Manager, and Developer Editions Chatter Desktop uses Adobe® Integrated Runtime (AIR®), Adobe's cross-platform runtime environment for desktop applications. This table provides information on troubleshooting AIR applications. Problem Chatter Desktop installation fails. Solution Change your default browser to another application and then back to your preferred browser. This ensures that your operating system opens the Chatter Desktop installation files correctly.

Chatter Desktop on Linux freezes, presents an empty window, Troubleshoot your Encrypted Local Storage (ELS) keystore. does not save your password, or malfunctions in another way. See http://kb2.adobe.com/cps/492/cpsid_49267.html. Chatter Desktop does not preview PDF files. Chatter Desktop uses Adobe® Acrobat® Reader to preview PDF files. Before previewing files with Chatter Desktop,

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Salesforce CRM Content

Salesforce CRM Content Overview

install Adobe Acrobat and open it at least one time to complete the installation. You can download it from Adobe's website.

See Also:
Installing Chatter Desktop Connecting Chatter Desktop Using Chatter Desktop Configuring Chatter Desktop Disabling Chatter Desktop Remotely Chatter Desktop Overview

SALESFORCE CRM CONTENT
Salesforce CRM Content Overview
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

With Salesforce CRM Content you can organize, share, search, and manage content within your organization and across key areas of the Salesforce.com application. Content can include all file types, from traditional business documents such as Microsoft® PowerPoint presentations to audio files, video files, Web pages, and Google® docs. To learn more about how files are used in Salesforce.com, see Understanding Files in Salesforce.com on page 288.

Overview
Salesforce CRM Content simplifies content management by incorporating user-friendly features into the following tasks: Organizing Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable file repositories known as workspaces. Administrators can create multiple workspaces based on any classification, such as department name, job function, or team, then configure user permissions within the workspace to balance content access with security. Authors assign descriptive labels called tags to help classify and organize content across workspaces. You can view a list of all content that belongs to a particular tag or filter search results based on a tag or tags. Salesforce CRM Content also provides personal workspaces, which allow users to reduce the clutter on their desktops while using content-management benefits such as document search and version control.

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Salesforce CRM Content

Salesforce CRM Content Overview

Searching The powerful Salesforce CRM Content search engine scans the entire body of the document as well as content properties such as the title, description, tags, categorization data, and author name. You can filter searches by featured content, file format, author, tags, workspaces, or custom fields and then view the results with various levels of detail, providing an easy way to find relevant content quickly. If Chatter is enabled for your organization, you can also filter your search results by Chatter files. The “smart bar” graphic for downloads, comments, ratings, and subscribers allows you to compare documents within a search result set. Subscribing Once a file is located, subscribing to it ensures that you receive an email notification when new versions are published or changes are made to the file's properties. You can also subscribe to authors, tags, and workspaces, thus reducing the time spent searching for new or updated content. Notification emails will arrive real-time or once daily, depending on your preferences. Previewing In Salesforce CRM Content you do not need to download a large document to determine if its content is relevant to you. The content details page provides document details at a glance, including document title, author, description, tags, workspaces, comments, votes, versions, subscribers, and downloads. If the document is a Microsoft PowerPoint, Word, Excel, or Adobe® PDF file, you can preview the entire file in your browser without downloading it. Some Microsoft Office 2007 features don't display correctly in previews. Copy-protected PDFs can't be previewed. Contributing Uploading new or revised files in Salesforce CRM Content is fast and easy. During the upload process you choose a workspace and content type for your file or Web link, write a description, assign one or more tags, and fill out any customized fields that help categorize and define your content. Version management does not require checking files in and out, rather, you simply upload a new version of the file and Salesforce CRM Content maintains a version list accessible from the content details page. You can download past versions of a file and read all reason-for-change comments that an author may have included with a new version. Reviewing Usage and Providing Feedback Salesforce CRM Content provides several methods for determining whether content is valuable to readers. Featuring a piece of content increases its visibility in search results. Voting thumbs up or thumbs down on a file, Web link, or Google doc and adding comments allow you to participate directly in content improvement. You can also see who has subscribed to a file, link, or doc and how many times files have been downloaded. The Reports tab allows you to create standard or custom reports on Salesforce CRM Content data. If the content delivery feature is enabled, you can send content to colleagues, leads, and contacts and then track how often the content has been previewed or downloaded. Sharing Content in Salesforce Salesforce CRM Content is also integrated with leads, accounts, contacts, opportunities, cases, products, and custom objects. If Salesforce CRM Content functionality is enabled on the Opportunity tab, for example, Salesforce CRM Content uses the fields on the opportunity detail page to search for files that may be relevant to that opportunity. You can drill down in the search results as needed or run your own search and then attach one or more files to the opportunity. The most current version of the file will be available on the detail page for the life of the opportunity. Sharing Content in Salesforce Mobile Salesforce CRM Content is available in Salesforce Mobile. Users can share content with customers and colleagues from the mobile application when they're away from their desks. To enable Salesforce CRM Content for the mobile application, mobilize the content object and specify which content records are synchronized to the mobile device.

Implementation Tips
• To implement Salesforce CRM Content for your organization, see Setting Up Salesforce CRM Content on page 1258.

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Salesforce CRM Content Overview

• • •

• •

• •

Before creating workspaces, review the files you plan to store in Salesforce CRM Content to determine how many workspaces you need and what content belongs in each workspace. Users are given access to content based on workspace. If you have a large number of Salesforce CRM Content users, create a public group and add the group to a workspace rather than adding users to the workspace individually. To enable Salesforce CRM Content functionality for leads, accounts, contacts, opportunities, cases, products, or custom objects, add the Related Content related list to the appropriate page layout. For more information, see Customizing Page Layouts on page 1107. To send web-formatted content to colleagues, leads, or contacts and associate it with Salesforce.com records, add the Content Deliveries related list to the page layout for leads, accounts, contacts, opportunities, cases, campaigns, or custom objects. For more information about content deliveries and a full list of implementation tips and best practices, see Setting up Content Deliveries on page 1277. To allow users to publish, edit, and search in any of the Salesforce.com-supported languages, go to Your Name ➤ Setup ➤ Customize ➤ Salesforce CRM Content ➤ Settings and click Enable multi-language search and contribute. To associate Google docs with a workspace, the Add Google Doc to Salesforce.com service must be activated for your organization. For more information, see Activating Google Docs in Salesforce.com on page 343. If you want PDFs to open inline rather than in a separate window, go to Your Name ➤ Setup ➤ Customize ➤ Salesforce CRM Content ➤ Settings and click Do not open PDFs in a separate window. Copy-protected PDFs can't be previewed. Salesforce CRM Content is available via the Customer Portal and partner portal. For more information, see Enabling Salesforce CRM Content in the Customer Portal on page 1444 and Enabling Salesforce CRM Content in the Partner Portal on page 2663. For information about using Google Docs with Salesforce CRM Content, see Contributing Google Docs to Salesforce CRM Content on page 312. All Salesforce CRM Content items display as primary tabs in the Service Cloud Console. For more information, see Service Cloud Console Overview on page 2520.

Best Practices
• If you are using the Related Content related list on Salesforce.com objects, align your custom content fields with the standard and custom fields on the object to increase the accuracy of a “Find Content” search. Clicking the Find Content button on the related list matches content to the fields on the record and displays search results containing the related content. To ensure that content is classified consistently, define consistent tag names with your contributors. For example, by establishing tag names at the outset, you can avoid having tags such as “channel” and “channels” in the same workspace. Avoid using too many tags. The search engine helps users find specific content, whereas tags enable users to browse and subscribe. Therefore, excessive tagging creates unnecessary clutter. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used. To highlight valuable content and make it easier to find, mark it as “featured” on the content details page. Featured content receives a higher priority than similar content in search results, and appears on the Workspaces tab for easy access. To feature content, users must have the Feature Content option checked in their workspace permission. If your organization uses Google Docs, encourage workspace members to add their Google docs to a workspace. Including Google docs in Salesforce CRM Content allows users to access all types of content from a single location and apply Salesforce CRM Content functionality, such as votes, comments, and subscriptions, to Google docs.

• • • • •

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Managing Workspaces

Managing Workspaces
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create workspaces: “Manage Salesforce CRM Content” OR “Create Workspaces” To edit workspaces: “Manage Salesforce CRM Content” OR
Manage Workspaces checked in your workspace permission

definition

Clicking the Workspaces tab opens the workspaces home page. On the home page you can access your personal workspace, create new workspaces in Salesforce CRM Content, choose a specific workspace to view or edit, and analyze workspace usage and activity. For details about the publishing options at the top of the page, see Uploading and Publishing Content on page 308. The workspaces home page has two tabs: Shared Content, which provides information about shared workspaces, and My Personal Content, which contains information about your personal workspace.

Shared Content
The Shared Content tab on the workspaces home page contains the following sections: My Workspaces This section lists all the workspaces to which you have access. Click a workspace name to view details about that workspace or click Browse to view a list of all the content in the workspace. Click the New button to create new workspaces, add users to a workspace, or assign workspace permissions to users. For more information, see Creating Workspaces on page 1273. Featured Content This section lists the five pieces of content in your workspaces most recently designed as “featured.” Featured content receives a higher priority than similar content in search results; for example, if 100 files contain the search criteria term sales asset, any featured files with that term will appear at the top of the search results list. To see all featured content, click Show All. To toggle a piece of content's feature status on or off, go to its content details page. Top Content This section includes lists that summarize content activity across all your workspaces. Each list sorts content according to specific criteria. Within a list, click a file icon to download content or click a title to open the associated content details page. In the Top Content section you can choose from the following categories: • Publication Date—This content is sorted in descending order according to the most recent publication date. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the published files, Web links, and Google docs.

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Managing Workspaces

Num Downloads—This content is sorted in descending order according to the highest number of downloads. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the downloaded content. Rating—This content is sorted in descending order according to the highest number of thumbs-up votes. Green and red in the bar graphic represent positive and negative votes, respectively. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with votes. Num Comments—This content is sorted in descending order according to the highest number of viewer comments. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with associated comments.

Popular Tags This section, commonly referred to as a “tag cloud,” shows you how the content in your workspaces has been labeled. Tags are descriptive terms assigned during upload or revision that help classify and organize content. Click a tag name to view search results containing all the files, Web links, and Google docs with that tag. The tag names increase in size within the tag cloud according to popularity, meaning that the largest tags have been assigned to the most content. You can choose to sort the tags alphabetically or by popularity. The tag cloud contains the 30 most popular tags. Recent Activity This section is a snapshot of activity within your workspaces. It shows the most recent files, Web links, and Google docs to receive comments, votes, or subscriptions. Featured content and newly published content are also included, but new versions of existing content, archived content, and deleted content do not appear in the Recent Activity section. Use the Older and Newer buttons to scroll through records. The Recent Activity section contains a maximum of 100 records. Most Active Contributors This section shows the authors who have published content into your workspaces most frequently. The names increase in size according to activity, so the largest names are the authors who have contributed the most content.

My Personal Content
The My Personal Content tab on the workspaces home page is your private workspace. When you upload or create content and do not select a public workspace, your content is stored in your private workspace. You can publish content to a public workspace at any time or leave content in your private workspace indefinitely. Content in your private workspace can be assembled in content packs and custom presentations. It can also be sent to leads and contacts outside your organization using the content delivery feature. See Setting up Content Deliveries on page 1277 for more information. The My Personal Content tab has the following sections: Personal Workspace If you choose the Save to my personal workspace option when publishing a file, Web link, content pack, or Google doc, your content is saved here. You can publish or delete files from this list or click the file's name to view its content details page. The following options that are available on the content details page for shared content are not available for personal-workspace content: tagging, rating, subscribing, tracking downloads, tracking subscriptions, or using custom fields. If you publish a file from the Personal Workspace list and click Cancel during the publishing process, your file is deleted. Upload Interrupted If an error occurs when you are uploading a new file, for example your browser crashes or your session times out, the file you were uploading is saved here. Click Publish to publish the file to a public workspace or save it to your personal workspace. If you click Cancel on the Save or Publish Content dialog, your file will be deleted.

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Viewing and Editing Workspaces

Revision Upload Interrupted If an error occurs when you are uploading a new version of a file, the file you were uploading is saved here. Users can continue to access the original version. Click Publish to publish the file to a public workspace or save it to your personal workspace. If you click Cancel on the Save or Publish Content dialog, your file will be deleted.

See Also:
Creating Workspaces Managing Workspace Permissions Viewing and Editing Workspaces Uploading and Publishing Content Searching for Content Creating Content Deliveries

Viewing and Editing Workspaces
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To edit a workspace: “Manage Salesforce CRM Content” OR
Manage Workspaces checked in your workspace permission

definition To add or remove workspace members: “Manage Salesforce CRM Content” OR
Manage Workspaces checked in your workspace permission

definition

Once you have located a Salesforce CRM Content workspace in the My Workspaces area of the Workspaces tab home page or on a content details page, click the workspace name to display detailed information. For details about the publishing options at the top of the page, see Uploading and Publishing Content on page 308. From the workspace title area, you can click the following quick links: • • • Browse to view search results showing all the content in the workspace. Edit to change the workspace name or description. Delete to delete an empty workspace. If you want to delete a workspace that contains content, you must first move the content to another workspace or delete it and empty the Recycle Bin. Note: If your Recycle Bin is empty and you are unable to delete the workspace, another user's Recycle Bin may contain deleted content from the same workspace. A workspace cannot be deleted until all its content is permanently deleted or moved to another workspace.

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Viewing and Editing Workspaces

• • • •

Edit Members to add or remove workspace members or change their workspace permission. Tagging Rules to change the tagging method permitted in the workspace. Content Types to restrict the content types available to workspace contributors. View Archived Content to view a list of archived content in the workspace. If you do not have the Archive Content or Manage Workspaces privilege in your workspace permission, the archived content list only contains content that you authored and archived, not content that other authors archived.

The workspace detail page contains the following sections: Members This section lists all the Salesforce CRM Content users who are members of the workspace. To limit the member list, enter a username and click Filter. You can filter by the beginning of a username but not the last name. To add new members to the workspace: 1. Click Add Members. 2. If you do not immediately see the member you want to add, enter keywords in the search box and click Find. 3. Select members from the Available Members box. Members can include individual Salesforce CRM Content users or public groups containing Salesforce CRM Content users. Tip: If you have a large number of Salesforce CRM Content users, create a public group and add the group to a workspace rather than adding users to the workspace individually. 4. Click Add to add the members to the workspace. 5. Click Next. 6. Select a workspace permission for each user or public group and click Save. To remove a member from the workspace, click Remove. To change a member's workspace permission, click Edit and choose a new workspace permission from the drop-down list. Featured Content This section lists the five pieces of content in the workspace most recently designated as “featured.” If no content has been featured, this section does not display. Featured content receives a higher priority than similar content in search results; for example, if 100 files contain the search criteria term sales asset, any featured files with that term will appear at the top of the search results list. To see all featured content, click Show All. To toggle the feature status on or off, go to its content details page. Top Content This section includes lists that summarize content activity in your workspace. Within a list, click a file icon to download the content or click the title to open the associated content details page. In the Top Content section you can choose from the following categories: • Publication Date—This content is sorted in descending order according to the most recent publication date. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the published files, Web links, and Google docs. Num Downloads—This content is sorted in descending order according to the highest number of downloads. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the downloaded content.

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Viewing and Editing Workspaces

Rating—This content is sorted in descending order according to the highest number of thumbs-up votes. Green and red in the bar graphic represent positive and negative votes, respectively. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with votes. Num Comments—This content is sorted in descending order according to the highest number of viewer comments. The bar graphic indicates how one record compares to another. Choose the number of records you want to view from the accompanying drop-down list, or click the Show All button to list all the content with associated comments.

Popular Tags This “tag cloud” shows you how the content in your workspace has been labeled. Tags are descriptive terms assigned during upload or revision that help classify and organize content. Click a tag name to view search results containing all the files, Web links, and Google docs with that tag. The tag names increase in size within the tag cloud according to popularity, meaning that the largest tags have been assigned to the most content. You can choose to sort the tags alphabetically or by popularity. The tag cloud contains the 30 most popular tags. Recent Activity This section is a snapshot of activity within your workspace. It shows the most recent files, Web links, and Google docs to receive comments, votes, or subscriptions. Featured content and newly published content are also included, but new versions of existing content, archived content, and deleted content do not appear in the Recent Activity section. Use the Older and Newer buttons to scroll through records. The Recent Activity section contains a maximum of 100 records. Most Active Contributors This section shows the authors who have uploaded content into your workspace most frequently. The names increase in size according to activity, so the largest names are the authors who have contributed the most content.

See Also:
Managing Workspaces Creating Workspaces Assigning Workspace Tagging Rules Restricting Content Types Searching for Content Uploading and Publishing Content Deleting, Archiving, and Restoring Content

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Uploading and Publishing Content

UPLOADING AND PUBLISHING
Uploading and Publishing Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To upload and publish files and Web links:
Manage Workspaces checked in your workspace permission

definition OR
Add Content checked in your workspace permission

definition To create and publish content presentations:
Manage Workspaces checked in your workspace permission

definition OR
Add Content checked in your workspace permission

definition To create and publish Google docs: Google Apps account

The Workspaces tab has several publishing-related options at the top of the page that let you upload, classify, and publish files, content packs, Web links, and Google docs in Salesforce CRM Content. Note: The Add Google Doc drop-down list on the Workspaces tab only displays if your administrator has enabled the Add Google Doc to Salesforce.com service. For more information, see Activating Google Docs in Salesforce.com on page 343. For information about associating Google docs with Salesforce CRM Content from your Google Apps account, see Installing the Add Google Doc to Salesforce.com Browser Button on page 348. To publish files, Web links, and Google docs in Salesforce CRM Content, or to create content presentations and content packs, refer to the following topics: • • • • Contributing Files to Salesforce CRM Content Contributing Web Links to Salesforce CRM Content Contributing Google Docs to Salesforce CRM Content Creating and Modifying Presentations in Salesforce CRM Content

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Salesforce CRM Content

Contributing Files to Salesforce CRM Content

Creating and Modifying Content Packs in Salesforce CRM Content

See Also:
Using Google Docs in Salesforce.com Searching for Content Updating Content Versions

Contributing Files to Salesforce CRM Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To upload and publish files to a public workspace:
Manage Workspaces checked in your workspace permission

definition OR
Add Content checked in your workspace permission

definition To upload and save files to a personal workspace: None

To publish a file in Salesforce CRM Content: 1. Click the Workspaces tab. 2. To publish a new file, click Browse and select the file. To publish a file that is already in your personal workspace, click the My Personal Content tab, locate the file, and then click Publish. Note: To publish multiple pieces of content at once, select two or more checkboxes in the My Personal Content tab and click Publish Selected. All selected content displays in a tab set within the Save or Publish Content dialog. Complete the following steps for each tab in the Save or Publish Content dialog. 3. Assign a title and description to your file. 4. Choose a workspace. This becomes the managing (home) workspace, meaning that the content can be shared with another workspace but only revised by a user with author permissions in the managing workspace. If you do not want the content to be visible to other users in your organization, for example if your work is still in progress, choose Save in my personal workspace. 5. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. 6. To publish the content on behalf of another author, choose that author from the drop-down list. 7. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags

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• • • •

list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

8. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. 9. After completing the custom fields, click Publish or Save. Note: • Files published to a shared workspace are added to your Files tab and available to other Chatter users in your organization. Files published to your personal workspace are added to your Files tab, but are private and not shared with anyone. For more information about Chatter files and Salesforce CRM Content files, see What is the difference between a Chatter file and a Salesforce CRM Content file? on page 2737 Contact Manager, Group, Professional, Enterprise, and Unlimited Edition customers can publish a maximum of 5,000 new versions per 24–hour period. Developer Edition and trial users can publish a maximum of 2,500 new versions per 24–hour period.

See Also:
Uploading and Publishing Content Managing Workspaces Contributing Web Links to Salesforce CRM Content Contributing Google Docs to Salesforce CRM Content

Contributing Web Links to Salesforce CRM Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To publish Web links in Salesforce CRM Content:
Manage Workspaces checked in your workspace permission

definition OR
Add Content checked in your workspace permission

definition

To classify and publish a Web link in Salesforce CRM Content:

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1. Click the Workspaces tab. 2. To add a new link, click Contribute ➤ Do you want to link to a website instead?, then enter the URL, and click Contribute. To publish a link that is already in your personal workspace, click the My Personal Content tab, locate the link, and click Publish. Note: To publish multiple pieces of content at once, select two or more checkboxes in the My Personal Content tab and click Publish Selected. All selected content displays in a tab set within the Save or Publish Content dialog. Complete the following steps for each tab in the Save or Publish Content dialog. 3. Assign a title and description to your Web link. 4. Choose a workspace. This becomes the managing (home) workspace, meaning that the Web link can be shared with another workspace but its content details page can only be edited by a user with relevant permissions in the managing workspace. If you do not want the link to be visible to other users in your organization, choose Save in my personal workspace. 5. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. 6. To publish the content on behalf of another author, choose that author from the drop-down list. 7. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

• • • •

8. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. 9. After completing the custom fields, click Publish or Save.

See Also:
Uploading and Publishing Content Contributing Files to Salesforce CRM Content Contributing Google Docs to Salesforce CRM Content

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Contributing Google Docs to Salesforce CRM Content

Contributing Google Docs to Salesforce CRM Content
Salesforce CRM Content is available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions Google Docs is available in all editions

User Permissions Needed Creating a Google doc and linking it to a Salesforce CRM Content workspace: Workspace member with a workspace permission that permits contributing content AND Google Apps account With Google Docs™, you can create and share on-demand documents, presentations, and spreadsheets (Google docs) and see your changes in real time as you collaborate with other users. Associating your Google docs with Salesforce CRM Content allows you to access all types of content from a single, fully-indexed location. It also ensures that your Google docs receive the feedback and tracking benefits provided by Salesforce CRM Content features such as votes, comments, and subscriptions. Note: The Add Google Doc drop-down list on the Workspaces tab only displays if your administrator has enabled the Add Google Doc to Salesforce.com service. For more information, see Activating Google Docs in Salesforce.com on page 343. For information about associating Google docs with Salesforce CRM Content from your Google Apps account, see Installing the Add Google Doc to Salesforce.com Browser Button on page 348.

Adding New Google Docs to a Salesforce CRM Content Workspace
1. On the Workspaces tab, choose New Document, New Spreadsheet, or New Presentation from the Add Google Doc drop-down button. You may be prompted to log in to Google Apps. 2. Enter a name for your document, spreadsheet, or presentation and click Create Google Doc. The blank Google doc opens and you can begin adding your text. The Save or Publish Content dialog in Salesforce CRM Content also opens. 3. In the Save or Publish Content dialog: a. Optionally, provide a description of your Google doc. The description provides at-a-glance information for users who view the doc's content details page in Salesforce CRM Content. b. Choose a workspace. If you do not want to put the doc in a public workspace, for example if the doc is still in progress, choose Save in my personal workspace. c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. d. To publish the content on behalf of another author, choose that author from the drop-down list. e. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically.

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• • • •

If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

f. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. g. After completing any custom fields, click Publish to save the Google doc to its Salesforce CRM Content workspace, or click Cancel to save the doc to your personal workspace. From there you can delete the doc from Salesforce CRM Content or publish it later. Once a Google doc is published in Salesforce CRM Content, all workspace members can search for the doc and provide feedback such as comments and votes. Note: While you have your Google doc open, remember to share it with other Google Apps users in your organization. Only users with access to the Google doc in their Google Apps account can open the doc from Salesforce CRM Content.

Adding Existing Google Docs to a Salesforce CRM Content Workspace
If you have an existing Google doc, you can publish it into a workspace: 1. On the Workspaces tab, choose Add Existing from the Add Google Doc drop-down button. A list of all the Google docs in your Google Apps account displays. 2. Optionally, limit your list of docs by entering a search term or choosing to view only documents, presentations, or spreadsheets. 3. Select the Google doc that you want to add to Salesforce CRM Content and click Contribute. 4. Optionally, edit the title of your Google doc and/or add a description. 5. Choose a workspace. If you do not want to add the doc to a public workspace, for example if the doc is still in progress, choose Save in my personal workspace. 6. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. 7. To publish the content on behalf of another author, choose that author from the drop-down list. 8. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

• • • •

9. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content.

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Creating and Modifying Content Packs in Salesforce CRM Content

10. After completing the custom fields, click Publish or Save.

See Also:
Using Google Docs in Salesforce.com Uploading and Publishing Content

Creating and Modifying Content Packs in Salesforce CRM Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create or modify content packs in Salesforce CRM Content:
Manage Workspaces checked in your workspace permission

definition OR
Add Content checked in your workspace permission

definition

A content pack is a collection of related documents or files that are stored as a group in Salesforce CRM Content. For example, you may want to create a content pack with a product list, price quote, and contract to send to a particular customer. Any file in Salesforce CRM Content can be added to a content pack, from traditional business documents such as Microsoft® PowerPoint presentations and Adobe® PDF files, to audio files, video files, and Google docs. Using email or instant messaging, you can distribute the content pack to colleagues in your organization or leads and contacts outside your organization. The recipient of a content delivery can click a single URL to open a preview player with which he or she can preview and download the content. You can then view tracking information to see how often the content pack was viewed and which documents were downloaded. For information about delivering content packs, see Setting up Content Deliveries on page 1277. Note: Content packs support all files types; however, the preview player launched by the content-delivery URL displays only PowerPoint, Word, Excel, and PDF files. The preview player does not display copy-protected PDFs. Also, working with content packs requires Adobe Flash® Player, version 9.0.11.5 or higher. If you do not have Flash installed, Salesforce.com provides a link to Adobe's website where you can download Flash for free. To work with content packs: 1. Depending on whether you want to create, customize, or modify a content pack, use one of the following options: Note: The following options are only available if Enable content pack creation is selected on the Your Name ➤ Setup ➤ Customize ➤ Salesforce CRM Content ➤ Settings page. If content pack creation is disabled after packs have been created, Salesforce.com does not delete existing packs but they cannot be customized or modified. • To create a new content pack, click the Workspaces tab and then choose Create New ➤ Content Pack.

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• •

To create a new content pack by copying an existing pack and adding, removing, or reordering files, open the content details page for the pack and click Clone & Customize. To update a content pack and publish a new version, open the content details page for the pack and click Edit ➤ Edit Content Pack.

2. Click Search files to display all the content in your workspaces. To refine your results, select a specific workspace to search or enter a search term in the text box. In addition to files and documents, search results also list content packs. 3. Drag the desired content from the search results into the assembly section in the lower half of the window. The following options help you assemble your content pack: • • • • • In the search results, click a document to preview it in the lower half of the window. Choose Add to Content Pack or Hide preview as needed. In the search results, hover over a document and click the folder icon ( ) to view the content packs that use the document. In the search results, hover over a content pack and click the folder icon ( ) to view all the documents in the pack. In the assembly section, hover over a document and click the garbage can icon ( ) to remove that document from the pack you are assembling. Click Clear at any time to revert your changes; click Cancel to return to the Workspaces tab. Note: The maximum number of files that can be included in a content pack is 50.

4. When you are done assembling or modifying your content pack, click Save and assign or change the content pack's name. 5. In the Save or Publish Content dialog: a. Select a workspace. If you do not want the content pack to be visible to other users in your organization, for example if your work is still in progress, choose Save in my personal workspace. b. Optionally, add or modify the content pack's description. c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. d. If you are modifying the content pack, complete the Reason for Change field. e. To publish the content on behalf of another author, choose that author from the drop-down list. f. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.

• • •

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Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

g. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. h. Click Publish. You can then view the content details page, return to the Workspaces tab, or publish another file.

See Also:
Uploading and Publishing Content Deleting, Archiving, and Restoring Content Viewing and Editing Content Subscriptions

Creating and Modifying Presentations in Salesforce CRM Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create presentations:
Manage Workspaces checked in your workspace permission

definition OR
Add Content checked in your workspace permission

definition

Note: Microsoft Office 2007 file previews are currently available through a pilot program.

In Salesforce CRM Content, you can create a custom Microsoft® PowerPoint presentation by searching for and previewing slides, then easily assembling them in whatever sequence you choose using a simple drag-and-drop assembly tool. When you publish a PowerPoint file, Salesforce CRM Content not only uploads the entire file to your workspace but also extracts the individual slides so they are available when you assemble or modify a presentation. Salesforce CRM Content can perform a full-text search of each slide and return only slides applicable to your purpose, or you can browse all slides published into your workspaces. The assembly tool allows you to create or modify the custom presentation by dragging and dropping individual slides. You can publish the presentation to a public workspace or keep it in your personal content area. Note: Working with presentations requires Adobe Flash® Player, version 9.0.11.5 or higher. If you do not have Flash installed, Salesforce.com provides a link to Adobe's website where you can download Flash for free. To work with presentations: 1. Depending on whether you want to create, copy, or modify a presentation, use one of the following options:

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Note: The following options are only available if Enable presentation assembly is selected on the Your Name ➤ Setup ➤ Customize ➤ Salesforce CRM Content ➤ Settings page. If presentation assembly is disabled after presentations have been created, Salesforce.com does not delete existing presentations but they cannot be customized or modified. • • • To create a new presentation, click the Workspaces tab and then choose Create New ➤ Presentation. To create a new presentation by copying an existing presentation, on the content details page click Clone & Customize. To modify a presentation and save it as a new version, on the content details page click Edit ➤ Edit Presentation. Note: When you create, clone & customize, or modify a presentation, it may time out. In this case, we recommend that you assemble the presentation outside of Salesforce CRM Content and then upload it into the appropriate workspace. 2. 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. To refine your results, select a specific workspace to search or enter a search term in the text box before clicking either button. Note that any PowerPoint 2007 files in your workspaces do not appear in search results and cannot be assembled into presentations. Note: Some slide thumbnails may not be visible or may only be partially visible, but you can click on them to see the preview in the lower half of the window. You can re-upload the slide if you want the thumbnail to be visible. 3. Drag the desired files or slides from the search results into the assembly section in the lower half of the window. The following options help you assemble your presentation: • • • • • In search results, click a file or slide to preview it in the lower half of the window. Choose Add to presentation or Hide preview as needed. Click Clear at any time to revert your changes; click Cancel to return to your starting point. In search results, hover over a presentation and click the slides icon ( ) to view all the slides in the presentation. In search results, hover over a slide and click the presentation icon ( ) to view all the presentations that use that slide. In the assembly section, hover over a document and click the garbage can icon ( ) to remove that document from the presentation you are assembling.

4. When you are done assembling your presentation, click Save, assign or change the presentation's name. 5. In the Save or Publish Content dialog: a. Select a workspace. If you do not want the presentation to be visible to other users in your organization, for example if your work is still in progress, choose Save in my personal workspace. b. Optionally, add or modify the presentation's description. c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. d. If you are modifying the presentation, complete the Reason for Change field. e. To publish the content on behalf of another author, choose that author from the drop-down list. f. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent

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Using the Content Deliveries Related List

• • • •

Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

g. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. h. Click Publish. You can then view the content details page, return to the Workspaces tab, or publish another file.

See Also:
Uploading and Publishing Content Viewing and Editing Content Details

Using the Content Deliveries Related List
Available in: All Editions

User Permissions Needed To create a content delivery: To edit a content delivery: None Owner of the record OR “Modify all Data”

A content delivery allows you to easily convert documents such as Microsoft® PowerPoint and Word files into an optimized web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how long the delivery is available to viewers and whether a viewer can download a file or see it online only. From the Content Deliveries related list on leads, business accounts, contacts, opportunities, cases, campaigns, and custom objects you can: • • Click Deliver Content to create a new content delivery and associate it with the record you are viewing. For more information, see Creating Content Deliveries on page 319. Click Preview to open the content delivery. Each time you view a content delivery, it is recorded as one internal view on the Views related list.

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Click the content delivery name to open the detail page for that delivery. For more information, see Viewing and Editing Content Deliveries on page 321.

See Also:
Salesforce CRM Content Overview

Creating Content Deliveries
Available in: All Editions Salesforce CRM Content available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create content deliveries from a shared workspace in Salesforce CRM Content: Member of the workspace AND “Deliver Content” checked in your workspace permission definition To create content deliveries from a personal workspace inSalesforce CRM Content: To create content deliveries (non-Content user): “Deliver Uploaded Files and Personal Content” checked in your general permission definition “Deliver Uploaded Files and Personal Content” checked in your general permission definition

A content delivery allows you to easily convert documents such as Microsoft® PowerPoint and Word files into an optimized web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how long the delivery is available to viewers and whether a viewer can download a file or see it online only. A content delivery can be created from the Content Deliveries related list on most Salesforce objects. Salesforce CRM Content users can also create a content delivery from the content details page or the Related Content related list. To create a new content delivery: 1. From the Content Deliveries related list, Related Content related list, or the content details page, click Deliver Content. 2. Upload a file or confirm the file name. If you are a Salesforce CRM Content user, search for the content in your workspaces that you want to deliver. Salesforce CRM Content users can search for content in shared workspaces or a personal workspace. 3. Optionally, modify the Delivery Name field. This is the name that identifies your content delivery in Salesforce.com. We recommend using a name that will make the delivery easily distinguishable from other deliveries on the same record. The default delivery name includes the file name and today’s date. 4. Select the delivery methods that determine how your content can be viewed. The options that appear depend on the file format you uploaded.

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• •

Choose Allow Recipient to View in the Browser to create an online version of the file that recipients can view in their browser. Choose Allow Recipient to Download as [file type] file to allow the recipient of your content delivery to view the content in its original format. For example, if you uploaded a Microsoft® Word file, this field will be Allow download as .doc file. Choose Allow Recipient to Download as PDF to create a .pdf version of the file. This option is only available for Microsoft® PowerPoint, Word, and Excel files.

5. Select Notify Me of First View or Download if you want to receive an email the first time your recipient clicks the content-delivery URL. 6. If the content you are delivering is time-sensitive, select the Remove Access to Content on checkbox and enter an expiration date. By default, the expiration date is 90 days from the current date. After creating your content delivery, you can change the expiration date at any time on the delivery detail page. 7. Optionally, select Require a Password to Access Content. When you create the content delivery you will receive a password to include with the delivery URL that you send to your recipients. The password is available for the life of the delivery on the delivery detail page. 8. Optionally, use the lookup to associate your content delivery with a Salesforce.com record. The record you were viewing when you clicked Deliver Content is selected by default. 9. Click Save & Next. Your delivery will usually be ready within a few moments, but you can click Notify Me to exit the content delivery wizard and be notified via email when your content delivery is ready. 10. If you did not exit the content delivery wizard, click Preview to verify that you are satisfied with the delivery. Important: Formatting in the original file may not display correctly in the online version. If you chose Allow Recipient to View in the Browser, preview your content delivery before sending its URL to your recipients. If you are not happy with the quality of the online version, click Previous and choose to make your content available in its original file format or a PDF only. 11. Copy and paste the delivery URL and, if applicable, its password into an email or instant message for delivery. The URL is available on the delivery detail page. For more information, see Viewing and Editing Content Deliveries on page 321.

See Also:
Using the Content Deliveries Related List Setting up Content Deliveries Salesforce CRM Content Overview

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Viewing and Editing Content Deliveries
Available in: All Editions Salesforce CRM Content available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view the delivery detail page: Access to the associated content details page in Salesforce CRM Content OR Access to the record associated with the content delivery To edit, expire, or delete a content delivery: Owner of the record OR “Modify all Data”

On the Content Deliveries related list or the Content Deliveries list page, click the name of a content delivery to open the detail page. Viewing Content Delivery Details The delivery detail page provides all the information associated with a content delivery, including the URL required to access the content delivery, the number of times the delivery has been viewed, and the delivery settings. For a description of each field, see Content Delivery Fields on page 1279. Editing Content Delivery Details Click Expire Now to immediately remove access to the content delivery. Click Edit to modify details such as the delivery methods, expiration date, or the record the delivery is associated with. For a description of each field, see Content Delivery Fields on page 1279. Deleting Content Deliveries Click Delete to remove access to the content delivery and delete the delivery record from Salesforce.com. Salesforce CRM Content users cannot delete files that are associated with a content delivery until the content delivery is deleted. Tracking Content Deliveries Each time a content delivery's URL is opened, Salesforce.com records the event as a view. The Views related list on the content delivery detail page lists every view associated with the delivery. Information about the view includes the date and time, whether the view was by an internal (Salesforce.com) user, and whether the view included a download. If the

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content delivery provided the ability to download the file in its original file format or as a PDF file, the File Downloaded flag indicates that a download occurred, but you cannot distinguish between file types.

See Also:
Creating Content Deliveries Using the Content Deliveries Related List

Searching for Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To search Salesforce CRM Content:
Salesforce CRM Content User checked in your personal

information AND Member of the workspace

Clicking the Content tab displays files, content packs, Web links, and Google docs published in your Salesforce CRM Content workspaces. If Chatter is enabled, files posted to Chatter groups and other Chatter files are also displayed on the Content tab. The top twenty most recently modified items are listed by default. You can filter the list using the Filter Your Results sidebar. To search for specific content: 1. From the Search drop-down list, restrict your search to a specific workspace or choose to search in all workspaces. If Chatter is enabled, you can restrict your search using: • • • • All Files—All workspaces and Chatter groups you're a member of and files posted to the Chatter feed on the Home tab and on profiles. Chatter Files—All Chatter groups you're a member of and files posted to the Chatter feed on the Home tab and on profiles. My Chatter Groups—All Chatter groups you're a member of. My Workspaces—All workspaces you're a member of and your personal workspace. Tip: To display all the locations where the content appears, click Display Options and select Display Locations. The locations are listed under each title . 2. Enter your search term(s) and click Go!. Salesforce CRM Content performs a full-text search of the following document types in Chatter and in your workspace(s): rich text format (RTF), UTF-8 encoded TXT, HTML, XML, Adobe® PDF, and Microsoft® Office 97 through Microsoft Office 2007 Word, Excel, and PowerPoint files. Wildcard searches (*) are not supported.

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3. If multi-language support is enabled, you can restrict your search to a specific language. By default, Salesforce CRM Content searches all the content in your workspace(s) that is published in your default user language. Searching in all languages also searches the titles, author names, tags, file extensions, and custom fields of content in all languages. Note: Searching in all languages does not search the text or description of documents that were published in languages other than your default user language. 4. Optionally, in the Filter Your Results sidebar, filter your search results by file format, featured content, author, tag, workspaces, content type, language, or a custom field. If Chatter is enabled, you can also filter your search results by Chatter groups. The number in parentheses next to each filter type shows you how many matching files, content packs, Web links, and Google docs are in the search results. The Content tab provides several options: • Click Display Options to customize your view by adding sortable columns for various content criteria (such as Size and Publication Date), or choosing to display descriptions, tags and locations. Display Locations shows the workspaces and Chatter groups where the content appears. My Workspaces: none or My Chatter Groups: none means that the file is a Chatter file and is not part of any workspaces or Chatter groups. The “smart bar” graphic for downloads, comments, ratings, and subscribers allows you to compare files, content packs, Google docs, and links within a search result set. Select one or more files and click Download to create a zip file with your selected content. Web links and Google docs cannot be included in zip files. Hover over a file icon to see a snapshot of information about the specific file, content pack, Google doc, or Web link and options such as subscribing, voting, and downloading. Click the subscription icon next to the file name to toggle a subscription on or off. For more information, see Viewing and Editing Content Subscriptions on page 329. Click the file name to view the content details page. The content details page provides all the available information about a file, content pack, Google doc, or link. For more information, see Viewing and Editing Content Details on page 325.

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The following file types are supported for Salesforce CRM Content search. Files that exceed the maximum size aren't searched. File Type HTML PDF PPT RTF Text Word XML File Extensions
.htm, .html, .xhtml .pdf .ppt, .pptx, .pptm .rtf .c, .cpp, .css, .csv, .ini, .java, .log, .sql, .txt .doc, .docx, .docm .xml

Maximum Size 5 MB 25 MB 25 MB 5 MB 5 MB 25 MB 5 MB

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File Type XLS

File Extensions
.xls, .xlsx, .xlsm

Maximum Size 5 MB

See Also:
Deleting, Archiving, and Restoring Content Uploading and Publishing Content Managing Workspaces

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Viewing and Editing Content Details
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To preview and download shared content: To preview and download private content: To upload a new version: To archive and restore content: Member of the workspace None
Add Content checked in your workspace permission

definition
Archive Content checked in your workspace permission

definition OR Author of the content To permanently delete content: To view and edit comments: To delete comments: To tag content: To mark content as featured: To deliver content from a shared workspace: To deliver content from a personal workspace: To post content from a workspace to a Chatter feed:
Delete Content checked in your workspace permission

definition
Modify Comments checked in your workspace permission

definition
Delete Comments checked in your workspace permission

definition
Tag Content checked in your workspace permission

definition
Feature Content checked in your workspace permission

definition
Deliver Content checked in your workspace permission

definition
Deliver Uploaded Files and Personal Content

checked in your workspace permission definition
Post Content to Chatter Feeds checked in your

workspace permission definition

Clicking a file name on the Workspaces, Content, or Subscriptions tabs opens the content details page, which is a central access point to preview content and gather information about a particular file, Web link, content pack, or Google doc in Salesforce CRM Content. Starting with the Summer '10 release, if Chatter is enabled for your organization, files posted to Chatter are also listed. The Preview tab displays if your file is one of the following types: • Microsoft® Office 97 through Microsoft Office 2007 Word, Excel, and PowerPoint. Some Microsoft Office 2007 features don't display correctly in previews.

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• •

Adobe® PDF. Copy-protected PDFs can't be previewed. JPG, BMP, GIF, and PNG

The following options are available on the content details page depending on the type of content you are viewing, your workspace permissions, and whether the content is in a public or private workspace, or from Chatter: • Click the thumbs up or thumbs down icon to vote for the file, Web link, content pack, or Google doc. To change your vote, click the opposite icon. After you cast a vote, the Recent Activity list on the Workspaces tab indicates whether you like or dislike the content. Click Deliver Content to create a content delivery. Click Deliver Content ➤ Show Content Deliveries to view a list of deliveries associated with the content. For Web links or Google docs, click the Open button to open the Web page in a separate window. For files, click the Download button to open or save the file. Click Subscribe or Subscribed to toggle your subscription on or off. For content packs or presentations, click Clone & Customize to create a new pack or presentation by adding or removing files and slides. Salesforce CRM Content saves or publishes your customized pack or presentation as new content, not a version of the pack or presentation you copied. Click Edit ➤ Edit Content Details to modify standard and custom fields. Click Edit ➤ Edit Presentation to create a new version of a presentation by adding or removing slides. Click Edit ➤ Edit Content Pack to create a new version of a content pack by adding or removing files. For files, click Edit ➤ Upload New Version to replace the file with a new version. The version option is not available for Web links, content packs, or Google docs. Note: If the Add New Version button is grayed out, your organization has exceeded its file storage allowance and new content cannot be uploaded. • Click Edit ➤ Archive Content to remove the file, Web link, content pack, or Google doc from the workspace. Authors can archive and restore their own content regardless of workspace permissions.If a file is in Salesforce CRM Content and also posted in Chatter, archiving it doesn't remove the Chatter post. Click Edit ➤ Delete Content to delete the file, Web link, content pack, or Google doc from Salesforce CRM Content by moving it to the Recycle Bin. Authors can delete and undelete their own content regardless of workspace permissions. Deleting a Google doc removes the doc's association with Salesforce CRM Content but does not delete the doc in Google Apps. You cannot delete a file that is included in a content pack or content delivery. Deleting a Chatter file from the content details page deletes the file from Salesforce CRM Content and from Chatter. Click Edit ➤ Workspace Actions and choose Move to Another Workspace to move the content to a different managing (or “home”) workspace. Choose Share to Another Workspace to share content into additional workspaces without changing the managing workspace. Sharing or linking content to other workspaces enables members of those workspaces to find your content. If the managing workspace and shared workspace have different tagging rules, the most restrictive tagging rule applies. If you want to remove content from a workspace where the content is shared, click Remove from Workspaces. This option does not remove content from its managing workspace Click the Comments subtab to view, add, edit, or delete comments. Click the Versions subtab to view a list of all file versions and the reason-for-change statements provided by the authors. Click the Downloads subtab to view a list of all Salesforce CRM Content users who have downloaded the file. Download data is not available for Web links or Google docs. Click the Subscribers subtab to view a list of all Salesforce CRM Content users subscribed to the file, Web link, or Google doc. To subscribe to an author, click the drop-down button next to the author's name. To subscribe to a workspace, click the drop-down button next to the workspace name.

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• • • •

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• •

Click a tag name to view all the content associated with that tag. Click the arrow next to the tag to remove the tag or to subscribe to all content with that tag. To add a new tag, enter a tag name in the Add Tags field and click Save. As you type a tag, Salesforce CRM Content autosuggests tags based on the tags in your My Recent Tags list in the Save or Publish window and the Popular Tags section on the Workspaces tab. Note: If your administrator applied a workspace tagging rule, you may not be able to enter new tags. If the guided tagging rule is applied, you can click Add Tags and choose from the list of suggested tags or enter new tags. If the restricted workspace tagging rule is applied, you can click Add Tags and choose from the list of suggested tags, but you cannot enter your own tags.

• •

Click the author's name to see a list of the author's published content. Click the arrow next to the author's name and choose Subscribe to Author to subscribe to all content published by that author. Click Feature or Don't Feature to toggle the “feature” designation on or off. Featured content receives a higher priority than similar content in search results; for example, if 100 files contain the search criteria term sales asset, any featured files with that term will appear at the top of the search results list. Featured content is also listed on the workspace overview and workspace detail pages for quick access. Click a workspace name to view details about the workspace. Click the arrow next to the workspace name and choose Subscribe to Workspace to subscribe to all content in the workspace or Show Workspace Content to view a list of all files, content packs, Web links, and Google docs published to the workspace.

See Also:
Updating Content Versions Deleting, Archiving, and Restoring Content Searching for Content

Deleting, Archiving, and Restoring Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To archive and restore any content in the workspace: To archive and restore content that you published: To delete content:
Archive Content checked in your workspace permission

definition
Add Content checked in your workspace permission

definition
Delete Content checked in your workspace permission

definition

Salesforce CRM Content offers two methods for removing content: archiving and deleting. Archiving a piece of content removes it from its workspace but does not permanently delete it from Salesforce CRM Content. Once archived, content cannot be downloaded and it does not appear in search results, but you can locate and restore it if necessary. Deleted content, however, is permanently deleted from Salesforce CRM Content when the Recycle Bin is emptied.

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Note: If you delete a content pack, you do not delete the individual files within the pack; only the pack (container) is deleted. Files that are included in a content pack or content delivery cannot be deleted until the pack or delivery is deleted. To archive or delete content: 1. Click the file name on the Workspaces, Content, or Subscriptions tabs. 2. On the content details page, click Archive Content or Delete Content. Note: • • • Authors can always archive and restore their own content. Authors do not require the Archive Content workspace permission option. If a file is in Salesforce CRM Content and also posted in Chatter, archiving it doesn't remove the Chatter post. Deleting a Chatter file from the content details page deletes the file from Salesforce CRM Content and from Chatter.

To restore archived content, open the content details page and click Restore Content. You can use any of the following methods to open the content details page for an archived piece of content: • • Follow a bookmark to the archived content. In the Workspaces tab, click a workspace name to open the workspace details page. Click the View Archived Content link to see a list of archived content on the Content tab. The View Archived Content link only displays if you have the Archive Content, Add Content, or Manage Workspaces privileges in your workspace permission. If you have the Archive Content or Manage Workspaces privileges, you will see a list of all archived content in the workspace, regardless of author. If you do not have those privileges but have the Add Content privilege, you will only see archived content that you authored and archived. Click the content you want to restore to open the content details page.

To restore deleted content, click on the Recycle Bin link in any tab. Select the content and click Undelete. Note: Archived and deleted files are automatically removed from subscription lists. Subscribers are not notified when content is archived or deleted.

See Also:
Uploading and Publishing Content Updating Content Versions Viewing and Editing Content Details Viewing and Editing Content Deliveries

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Viewing and Editing Content Subscriptions

Viewing and Editing Content Subscriptions
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To subscribe to content:
Salesforce CRM Content User checked in your personal

information AND Member of the workspace

Clicking the Subscriptions tab displays the Subscriptions home page, where you can view your Salesforce CRM Content subscriptions and toggle them off or on. Note: To subscribe to a file, content pack, Web link, or Google doc, view its content details page and click Not Subscribed. From the content details page you can also subscribe to a tag, author, or workspace by using the drop-down menus next to the tag, author, or workspace name. On the Subscriptions tab, click the Content, Tags, Authors, or Workspaces subtabs to view your subscriptions. Depending on your notification settings, you are notified of changes to your subscribed content via real-time emails or a once-daily email. Tip: To configure your notification settings, go to Your Name ➤ Setup ➤ My Personal Information and click Edit. Choose Receive Salesforce CRM Content email alerts. If you want to receive a once-daily summary rather than real-time email alerts, also select Receive Salesforce CRM Content emails as daily digest. Subscriptions generate the following notifications: • If you subscribe to a file, you are notified when a viewer adds comments to the file or when a new version of the file is published. If you subscribe to a Web link or Google doc, you are notified when comments are added but not when the link is changed or the doc is edited. If you subscribe to a content pack you are notified when a new version of the pack is published. Unless you are subscribed to the individual files within a content pack, you are not notified when new versions of the files are published. If you subscribe to a tag, you are notified of any newly published content that is associated to the subscribed tag. To be notified that new versions of the tagged content are available, subscribe to the content. If you subscribe to an author, you are notified when the author publishes new content. To be notified that new versions of an author's content are available, subscribe to the content. If you subscribe to a workspace, you are notified when new content is added to the workspace, including existing content that has been newly linked to your subscribed workspace. To be notified that new versions of the workspace content are available, subscribe to the content.

• • • •

See Also:
Searching for Content Viewing and Editing Content Details Managing Workspaces

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Salesforce CRM Content

Updating Content Versions

Updating Content Versions
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To add a new version:
Add Content checked in your workspace permission

definition

Clicking a file name on any Salesforce CRM Content tab opens the content details page.

Publishing a New Version
To publish a new version of the file and update its properties: 1. Click Edit ➤ Upload New Version. This option does not appear for Web links, content packs, or Google docs. To add or remove files from a content pack, see Creating and Modifying Content Packs in Salesforce CRM Content on page 314. 2. Click Browse to find and select the updated file. 3. As needed, update the Title and Description fields. 4. Fill out the Reason for change field. This text is included on the email notifications sent to subscribers and the version list located on the content details page. 5. To publish the content on behalf of another author, choose that author from the drop-down list. 6. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

• • • •

7. Update any custom fields as needed. 8. Click Publish.

Notes on Content Versions
Consider the following information when creating or modifying a new version: • • You cannot edit a file within Salesforce CRM Content. To edit a file, download it from Salesforce CRM Content to your computer, make your changes, then upload the updated version using the Upload New Version button. The Versions subtab on the content details page lists all content versions. The Recent Activity list on the Workspaces tab also notifies users of new content versions.

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Contact Manager, Group, Professional, Enterprise, and Unlimited Edition customers can publish a maximum of 5,000 new versions per 24–hour period. Developer Edition and trial users can publish a maximum of 2,500 new versions per 24–hour period.

See Also:
Deleting, Archiving, and Restoring Content Searching for Content Viewing and Editing Content Details

Finding Salesforce CRM Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions To access Salesforce CRM Content:
Salesforce CRM Content User checked in your personal

information AND Member of the workspace

If your organization has Salesforce CRM Content enabled, you can take advantage of Salesforce CRM Content functionality on detail pages for leads, accounts, contacts, opportunities, products, cases, or custom objects. The Related Content related list allows you to search for files, content packs, Web links, or Google docs and attach them to the record. When you attach a file, the latest version will be available for the life of the record unless the file is removed. From the Related Content related list, you can: • Click the content's title to view the content details page where you can perform several tasks, such as commenting and voting on content, downloading files, opening Web pages and Google docs, and subscribing to content, authors, tags, or workspaces. For more information, see Viewing and Editing Content Details on page 325. Click Del next to a piece of content to remove it from the record. This does not delete the content from the Salesforce CRM Content workspace. If content deliveries are enabled in your organization, click Deliver Content to create a content delivery. A content delivery allows you to easily convert documents such as Microsoft® PowerPoint and Word files into an optimized web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient, such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how long the delivery is available to viewers and whether a viewer can download a file or see it online only. For more information, see Creating Content Deliveries on page 319. Search for related content: 1. Click Find Content or Search All. In both cases, Salesforce CRM Content searches within the workspaces that you have access to. If you click Search All, the search results display all the content in your workspaces. For the Find

• •

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Content search, your search results contain content that is relevant to the record; Salesforce CRM Content searches for content with text or attributes that match the following fields: On an opportunity, the Opportunity Name, Account Name, and all competitors and products. On an account, the Account Name and Industry. On a case, the Case Reason, Subject, Account Name, and Industry. On a lead, the Name, Company, Industry, and Title. Note: On a custom object, clicking Find Content returns search results that contain the full custom object name in the document's text or attributes. If no content meets this criterion, the search results will be empty and a Search All search should be used instead. 2. On the search results page, filter your results as needed by entering search terms or selecting filter criteria from the sidebar. 3. Click Attach for any file that you want to attach to the record. 4. Click the Back link to return to the detail page.

See Also:
Salesforce CRM Content Overview Customizing Salesforce CRM Content Viewing and Editing Content Details Uploading and Publishing Content

Using the Content Related List
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To access Salesforce CRM Content:
Salesforce CRM Content User checked in your personal

information

The Content related list on a record detail page includes links to all of the content that has been associated with that record in Salesforce CRM Content. Click the file name to open the content details page. Only Salesforce CRM Content users who are members of the workspace where the content was published can see the published file in the Content related list. For example, if you select the “Big Deal” opportunity when publishing BigDealStrategy.doc into the Sales Collateral workspace, the Content related list on the “Big Deal” opportunity includes a link to BigDealStrategy.doc only for members of the Sales Collateral workspace. Users who are not members of that workspace do not see the link.

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Google Apps Overview

You can use the Related Content related list to access Salesforce CRM Content from leads, accounts, contacts, opportunities, products, cases, or custom objects. For more information, see Finding Salesforce CRM Content on page 331.

See Also:
Salesforce CRM Content Overview Finding Salesforce CRM Content

SALESFORCE FOR GOOGLE APPS
Google Apps Overview
Available in: All Editions Google Apps™ is a suite of on-demand communication and collaboration services hosted by Google and designed for business users. Salesforce.com integrates key Google Apps services and provides several AppExchange apps that enhance and customize Google-related functionality. To set up a Google Apps account for your organization, activate services, and create individual Google Apps accounts for your Salesforce.com users, see Getting Started with Salesforce and Google Apps on page 335. The following services for Google Apps are integrated with Salesforce.com and require a simple activation by a Salesforce.com administrator: Add Google Docs to Salesforce.com Google Docs™ allows you to create on-demand documents, spreadsheets, and presentations, edit them in your browser, and work together in real time with other collaborators. When the Add Google Docs to Salesforce.com service is activated, you can: • • • • Use the Google Docs, Notes, & Attachments or Google Docs & Attachments related list on any Salesforce.com record to create, edit, or view Google docs and associate them to a record. Share a Google doc with any Google Apps user in your organization. Associate Google docs with Salesforce.com records even when you are not working in Salesforce.com by using the Add Google Doc to Salesforce.com browser button. Add Google docs to Salesforce CRM Content, which allows you to manage all types of content in a centralized location.

Google Docs Tab When the Google Docs tab is activated, you can use it to conveniently access the Docs home page for your Google Apps account without leaving Salesforce.com. The Google Docs tab hosts your Docs home page, which is a list of all Google documents, spreadsheets, and presentations that you created or that other users have shared with you. If the Add Google Docs to Salesforce.com service is also activated, you can create a Google doc from the Google Docs tab and associate that doc to any Salesforce.com record with the click of a button.

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Google Apps Overview

Gmail to Salesforce.com Gmail™ is a Web-based email application that operates on all standard browsers and can be used with your company's domain. Use Gmail to Salesforce.com to automatically log emails you send from your Gmail account as activities on lead and contact records in Salesforce.com. Gmail Buttons and Links Gmail Buttons and Links adds Gmail links next to email fields on all records and adds Compose Gmail buttons in Activity History related lists on leads and contacts. When you click a Gmail link or the Compose Gmail button, Salesforce.com automatically logs you into your Gmail account and automatically populates the To field. If Gmail to Salesforce.com is activated, Salesforce.com also populates the BCC field with your Email to Salesforce address. Google Talk Sidebar Component Google Talk™ is Google's instant-messaging tool. When the Google Talk Sidebar Component is activated in Salesforce.com, Google Talk displays in the sidebar where it can be toggled on, off, or expanded into its own window. You can also log a chat record as an activity on a Salesforce.com lead or contact record.

Implementation Tips
• • For detailed information about Google Apps, refer to Google's online help. Google Apps in Salesforce.com is available for Google business accounts but not consumer accounts. You can identify a consumer account by the “gmail.com” domain in an email address; for example, myname@gmail.com is a consumer account. The Google Apps domain you set up in Salesforce.com must be the domain you registered with Google for your organization; for example, mycompany.com is a business rather than consumer account. After creating a Google Apps account for your organization, create Google Apps accounts for your Salesforce.com users by clicking Export to Google Apps from Your Name ➤ Setup ➤ Manage Users ➤ Users. Notify users of their Google Apps usernames and passwords. Notify users about the changes they will see in Salesforce.com when Google Apps services are activated. For example, activating the Google Talk Sidebar Component adds Google Talk to the sidebar for all users in your organization. To view all the Google apps available on Force.com AppExchange, visit http://sites.force.com/appexchange. By default, Google Apps users on your organization's domain can share Google docs with Google Apps accounts outside your domain. The control panel for your Google Apps account contains sharing settings that enable you to restrict document sharing to within your domain. When the Add Google Docs to Salesforce.com service is deactivated, Google docs cannot be accessed from Salesforce.com records ,and any Google docs in users' Recycle Bins that were deleted from a record are permanently removed from Salesforce.com. If the Add Google Docs to Salesforce.com service is reactivated within 30 days, Google docs that were associated with Salesforce.com records before the deactivation are restored to their previous location. Deactivating the Add Google Docs to Salesforce.com service does not affect Google docs in Salesforce CRM Content workspaces; deactivation does not remove Google docs associations in workspaces and does not permanently delete Google docs in Recycle Bins. Customer Portal and partner portal users with access to the Contribute tab in Salesforce CRM Content can create new Google docs and associate existing Google docs to a Salesforce.com workspace. Portal users without access to Salesforce CRM Content can associate an existing Google doc to a record, but they cannot create new Google docs from within a record because they do not have access to the Google Docs, Notes, and Attachments related list in the portal. Portal users cannot use the Add Google Doc to Salesforce.com browser button. Customer Portal and partner portal users cannot access the Gmail Buttons and Links or Google Talk Sidebar Component services. If your organization purchased the Salesforce.com for Google Apps Supported feature, see Getting Started With Salesforce and Google Apps Supported on page 337.

• • • • •

• •

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Getting Started with Salesforce and Google Apps

Best Practices
• • Test your Google Apps integration using a sandbox or Developer Edition organization. Manage Google Apps users as you would Salesforce.com users. For example, if you deactivate a Salesforce.com user, also deactivate his or her Google Apps account in the control panel for your organization's Google Apps account. For information about administering your organization's Google Apps account, refer to Google's online help. To locate a Google doc quickly in Salesforce.com, search for the doc using Sidebar Search. If Google Talk is in the sidebar, refreshing a Salesforce.com page causes Google Talk to momentarily disconnect and reconnect. Recommend to your users that they open Google Talk in its own window if they want to have longer chats.

• •

See Also:
Getting Started with Salesforce and Google Apps Using Google Docs in Salesforce.com Using Gmail in Salesforce.com Using Google Talk in Salesforce.com

Getting Started with Salesforce and Google Apps
Available in: All Editions

User Permissions Needed To view and modify Google Apps domain settings: To activate or deactivate Google Apps services: To install or uninstall Force.com AppExchange packages: To export a list of users to Google to create Google Apps accounts: “Customize Application” “Customize Application” “Download AppExchange packages” “Customize Application”

Google Apps is a suite of on-demand communication and collaboration services hosted by Google and designed for business users. If your organization has a Google Apps account, Salesforce.com administrators can enable Google Docs, Gmail, Google Talk, and a host of Google-related AppExchange apps—customized for use within Salesforce.com. For a description of the Google Apps functionality in Salesforce.com, see Google Apps Overview on page 333.

Step 1: Creating a Google Apps Account
Create a Google Apps account for your organization using one of the following methods: • On the Your Name ➤ Setup ➤ Google Apps ➤ Settings page, click Sign Up to launch the account-creation page on the Google website. You are prompted to register your organization's domain name or purchase a new domain name from Google. A domain is the portion of a website's URL that follows the “www.” Follow Google's steps to configure your new or existing domain and set up your Google Apps account. If your organization purchased the Salesforce and Google Apps Supported feature, click Your Name ➤ Setup ➤ Google Apps ➤ Premier Setup to create a new Google Apps Premier Edition account or upgrade your existing Standard Edition account to Premier Edition. For details, see Getting Started With Salesforce and Google Apps Supported on page 337.

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Getting Started with Salesforce and Google Apps

Note: Google Apps in Salesforce.com supports Google Apps business accounts but not consumer accounts. You can identify a consumer account by the “gmail.com” domain in an email address; for example, myname@gmail.com is a consumer account. The Google Apps domain you set up in Salesforce.com must be the domain you registered with Google for your organization; for example, mycompany.com is a business rather than consumer account.

Step 2: Configuring Google Apps Domain Settings
1. On the Your Name ➤ Setup ➤ Google Apps ➤ Settings page in Salesforce.com, click Edit. 2. Choose a user for the Google Apps Administrative Contact field. This person is the point of contact for Google Apps users in your organization; specifically, if a user cannot access a Google Apps service, he or she is directed to contact the Google Apps Administrative Contact. The Google Apps Administrative Contact does not need to be the same person who is registered as your organization's Google Apps administrator with Google, but only the Google Apps administrator can create new Google Apps users on your domain. 3. Enter the Google Apps Domain that you registered with Google. For example, if your company's URL is http://www.acme.com and you created a Google Apps account for the acme.com domain, enter acme.com in the Google Apps Domain field. 4. Click Save.

Step 3: Activating Google Apps Services
1. In the Activate Google Apps Services section on the Your Name ➤ Setup ➤ Google Apps ➤ Settings page, locate the Google Apps service(s) that you want to activate. 2. Click Edit or Install to activate a service. In the Action column, Edit corresponds to Google Apps services that are already integrated in Salesforce.com, and Install corresponds to uninstalled Force.com AppExchange apps. Integrated Google Apps services include: • • • • • Add Google Docs to Salesforce Google Docs Tab Gmail to Salesforce.com Gmail Buttons and Links Google Talk Sidebar Component

For descriptions of the Google-related AppExchange apps, visit http://sites.force.com/appexchange.

Step 4: Creating Google Apps Users
Activating Google Apps services in Salesforce.com makes the services visible to all users in your organization, but a user cannot access a service unless he or she has a Google Apps account on your organization's domain. The Google Apps administrator registered with Google can create these additional accounts. For more information, see Creating Google Apps Accounts on page 341.

See Also:
Using Google Docs in Salesforce.com Using Gmail in Salesforce.com Using Google Talk in Salesforce.com

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Getting Started With Salesforce and Google Apps Supported

Getting Started With Salesforce and Google Apps Supported
Available in: All Editions

User Permissions Needed To create a new Google Apps Premier Edition account in Salesforce: “Customize Application” OR Google Apps Administrative Contact To upgrade Google Apps Standard Edition to Google Apps “Customize Application” Premier Edition in Salesforce: OR Google Apps Administrative Contact

The Salesforce and Google Apps Supported feature includes a Google Apps Premier Edition account for your organization. In Salesforce.com, you can create that account or upgrade from an existing Google Apps Standard Edition account to Google Apps Premier Edition. For a description of the Google Apps services available in Salesforce.com, see Google Apps Overview on page 333. After you create a new Google Apps Premier Edition account or upgrade your existing Google Apps Standard Edition account in Salesforce.com, the Premier Setup page displays your organization's domain name, the number of Google Apps Premier Edition licenses available to your organization, and, if applicable, the status of your upgrade.

Creating a New Google Apps Premier Edition Account
If your organization does not have a Google Apps account, complete the following steps to register a Google Apps Premier Edition account and enable Salesforce and Google Apps: 1. Click Settings ➤ Google Apps ➤ Premier Setup. 2. Complete the fields in Column A: Field
Domain Name

Description Enter the domain that you want to register as your organization's Google Apps account. For example, if your company's URL is http://www.acme.com, enter acme.com as your Domain Name. This value is used to create the Google Apps administrator for your organization's account. For example, if your Google Apps administrator will be jsmith@acme.com, enter jsmith. After your Google Apps account is created, you

User Name

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Field

Description can log in with the User Name and Password and change this value if necessary.

First Name

This value is used to create the Google Apps administrator for your organization's account. After your Google Apps account is created, you can log in with the User Name and Password and change this value if necessary. This value is used to create the Google Apps administrator for your organization's account. After your Google Apps account is created, you can log in with the User Name and Password and change this value if necessary. This email address receives a confirmation notice when your Google Apps Premier Edition account is created. Google does not store this value for any other purpose. The Google Apps administrator can log in to Google Apps with this password. The Google Apps administrator can log in to Google Apps with this password.

Last Name

Email Address

Password

Confirm Password

3. Click Create New Premier Account. 4. To enable Salesforce and Google Apps, click Your Name ➤ Setup ➤ Google Apps ➤ Settings. 5. Choose a user for the Google Apps Administrative Contact field. This person is the point of contact for Google Apps users in your organization; specifically, if a user cannot access a Google Apps service, he or she is directed to contact the Google Apps Administrative Contact. The Google Apps Administrative Contact does not need to be the same person who is registered as your organization's Google Apps administrator with Google, but only the Google Apps administrator can create new Google Apps users on your domain. 6. Verify that the Google Apps Domain field contains the domain name you registered with Google. 7. Activate Google Apps services in Salesforce.com. For more information, see Activating Google Apps Services on page 336. 8. Create users for your organization's Google Apps account. For more information, see Creating Google Apps Accounts on page 341. Note: The number of Google Apps Premier Edition accounts you can create is limited to the number of licenses your organization purchased with the Salesforce and Google Apps Supported feature.

Upgrading to a Google Apps Premier Edition Account
Complete the following steps to upgrade your organization's existing Google Apps Standard Edition account to a Google Apps Premier Edition account. 1. Click Your Name ➤ Setup ➤ Google Apps ➤ Premier Setup. 2. Complete the fields in Column B:

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Field
Domain Name

Description The domain that you want to register as your organization's Google Apps Premier Edition account. If you already enabled Salesforce and Google Apps, this field is prepopulated with your organization's domain name. The 16-digit token required to upgrade from Google Apps Standard Edition to Google Apps Premier Edition. Your organization's Google Apps administrator can access this information on the Google website. For more information, click Retrieve Google Apps Token in Column B.

Google Apps Token

3. Click Upgrade Existing Account to Premier. 4. To enable Salesforce and Google Apps, click Your Name ➤ Setup ➤ Google Apps ➤ Settings. 5. As needed, edit the Google Apps Administrative Contact field. This person is the point of contact for Google Apps users in your organization; specifically, if a user cannot access a Google Apps service, he or she is directed to contact the Google Apps Administrative Contact. The Google Apps Administrative Contact does not need to be the same person who is registered as your organization's Google Apps administrator with Google, but only the Google Apps administrator can create new Google Apps users on your domain. 6. Verify that the Google Apps Domain field contains the domain name you registered with Google. 7. As necessary, activate Google Apps services in Salesforce.com. For more information, see Activating Google Apps Services on page 336. 8. As necessary, create users for your organization's Google Apps account. For more information, see Creating Google Apps Accounts on page 341. Note: The number of Google Apps Premier Edition accounts you can create is limited to the number of licenses your organization purchased with the Salesforce and Google Apps Supported feature.

See Also:
Google Apps Overview Getting Started with Salesforce and Google Apps

339

Salesforce for Google Apps

Setting Up Google Apps in Salesforce.com

Setting Up Google Apps in Salesforce.com
Available in: All Editions

User Permissions Needed To edit Google Apps domain settings and activate or deactivate services: To install or uninstall AppExchange packages: “Customize Application” “Download AppExchange packages”

Click Your Name ➤ Setup ➤ Google Apps ➤ Settings to edit your Google Apps domain settings, activate or deactivate Google Apps services in Salesforce.com, or install or uninstall Google-related Force.com AppExchange packages. For a description of Google Apps functionality in Salesforce.com, see Google Apps Overview on page 333. Important: You cannot use Salesforce and Google Apps until a Google Apps account has been created for your organization and your Google Apps domain settings are configured in Salesforce.com. For instructions on creating an account and configuring your domain settings, see Getting Started with Salesforce and Google Apps on page 335.

Editing Google Apps Domain Settings
Domain settings consist of two values: the user chosen to administer your organization's Google Apps account and the domain your organization registered with Google. Both fields are required to enable Google Apps in Salesforce.com. To edit your domain settings: 1. In the Configure Google Apps Domain section, click Edit. 2. Optionally, choose a new user for the Google Apps Administrative Contact field. This person is the point of contact for Google Apps users in your organization; specifically, if a user cannot access a Google Apps service, he or she is directed to contact the Google Apps Administrative Contact. The Google Apps Administrative Contact does not need to be the same person who is registered as your organization's Google Apps administrator with Google, but only the Google Apps administrator can create new Google Apps users on your domain. 3. Optionally, modify the Google Apps Domain that is registered with Google for your organization's Google Apps account. Your Google Apps Domain is typically your company's domain; for example, acme.com.

Modifying Google Apps Services
This section lists Google Apps services that are integrated with Salesforce.com and also provides links to several Google-related Force.com AppExchange apps that can be easily installed from AppExchange. To activate or deactivate an integrated service, click Edit next to the service name. These services include: • • • • • Add Google Docs to Salesforce Google Docs Tab Gmail to Salesforce.com Gmail Buttons and Links Google Talk Sidebar Component Note: If you are activating a service for the first time, review the Implementation Tips for Google Apps services.

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Creating Google Apps Accounts

To install or uninstall an AppExchange app, click Install or Uninstall next to the appropriate name. To view all Google-related AppExchange offerings, visit http://sites.force.com/appexchange.

See Also:
Installing a Package Uninstalling a Package Google Apps Overview

Creating Google Apps Accounts
Available in: All Editions

User Permissions Needed Export users to Google: Create new Google Apps accounts: “Customize Application” Google Apps administrator

After creating a Google Apps account for your organization and enabling Google Apps in Salesforce.com, you can create Google Apps accounts for individual users. To access the Google Apps services that are enabled in Salesforce.com, each user needs a Google Apps account on the domain your organization registered with Google. An account includes a username and password that allow the user to log into all Google Apps services. Note: If your organization purchased Salesforce and Google Apps Supported, the number of Google Apps Premier Edition accounts you can create is limited to the number of licenses your organization purchased. To export a list of users to Google and create Google Apps accounts for each user: 1. Click Your Name ➤ Setup ➤ Manage Users ➤ Users. 2. In the View drop-down list, choose a list of users. To create a custom list view, see Creating Custom List Views on page 230. 3. Click Export to Google Apps to export all the users in the list. To export certain users only, select those users in the Action column. Note: If Google Apps is not enabled for your organization, the Export to Google Apps button does not display. To enable Google Apps in Salesforce.com, see Getting Started with Salesforce and Google Apps on page 335. 4. On the Export Users to Google Apps page, click the export file link that is labeled as Step 1. The name of the link depends on the list view you chose to export; for example, if you were viewing the All Users list, the link on the Export Users to Google Apps page is All Users Export File. 5. In the CSV spreadsheet that displays when click you the export link, provide a temporary password for each user. You can modify the username, last name, and first name fields for any user as needed. Google creates account names by adding your domain to the usernames in the spreadsheet; for example, if your domain is acme.com and the spreadsheet contains john.doe and jane.doe usernames, the Google Apps usernames are john.doe@acme.com and jane.doe@acme.com. 6. Save the spreadsheet to your computer.

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Using Google Docs in Salesforce.com

7. Click the Google Apps Bulk User Import Tool link to launch the Bulk Account Update page for your organization's Google Apps account. If prompted, log in with your Google Apps administrator username. Only the user who is registered with Google as the administrator of your organization's account can create additional Google Apps accounts on your organization's domain. 8. Follow Google's instructions to import the data in the spreadsheet. The Google Apps administrator receives a confirmation report, and the user for each successfully created account receives a notification email at his or her new Gmail account.. 9. Notify users of their usernames and passwords. They will need this information to use any Google Apps service that is enabled in Salesforce.com.

See Also:
Google Apps Overview Getting Started with Salesforce and Google Apps

Using Google Docs in Salesforce.com
Available in: All Editions

User Permissions Needed Activating the Add Google Docs to Salesforce.com service: Activating the Google Docs tab: Using Google Docs in Salesforce.com “Customize Application” “Customize Application” “Read” on the appropriate record type AND Google Apps account Use Google Docs™ to create and share on-demand documents, presentations, and spreadsheets (“Google docs”) and see your changes in real time as you collaborate with other users. Because your content is stored within Google, there is no need to manage versions or send attachments by email—simply log in with your Google Apps account and view the current document or its revision history. Salesforce and Google Apps allows you to integrate Google Docs with Salesforce.com in three ways: • Access the Docs home page using a Salesforce.com tab—The Docs home page in your Google Apps account lists all the Google documents, presentations, and spreadsheets that you have created or that other Google Apps users have shared with you. If the Google Docs tab is activated, you can access your Docs home page without leaving Salesforce.com. Associate Google docs with Salesforce.com records—From the Docs home page you can associate a Google doc with Salesforce.com records by using the Add Google Doc to Salesforce.com browser button. You can also create, edit, or delete Google doc associations on any Salesforce.com record by using the Google Docs, Notes, & Attachments or Google Docs & Attachments related lists. Use Salesforce CRM Content to manage your Google Docs— If Salesforce CRM Content is enabled, you can use the Contribute tab or the Add Google Doc to Salesforce.com browser button to add Google docs to your workspaces. Including Google docs in Salesforce CRM Content allows you to manage all types of content in a centralized location.

342

Salesforce for Google Apps

Activating Google Docs in Salesforce.com

For information about Google Docs, refer to Google's online help.

See Also:
Activating the Google Docs Tab Activating Google Docs in Salesforce.com Adding Google Docs to Salesforce.com Installing the Add Google Doc to Salesforce.com Browser Button

Activating Google Docs in Salesforce.com
Available in: Contact Manager, Group, Professional,Enterprise,Unlimited, and Developer Editions

User Permissions Needed Activating the Add Google Docs to Salesforce.com service: “Customize Application”

Important: Once you activate a Google Apps service in Salesforce.com, it is visible to all users in your organization. To use these services, your users must have Google Apps accounts on your domain. For more information, see Getting Started with Salesforce and Google Apps on page 335. Google Docs™ allows you to create on-demand documents, spreadsheets, and presentations, edit them in your browser, and work together in real time with other collaborators. To activate or deactivate the Add Google Docs to Salesforce.com service: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Google Apps ➤ Settings. Click Edit next to the Add Google Docs to Salesforce.com option in the Activate Google Apps Services list. Select or deselect the Activate checkbox. If you are activating the Add Google Docs to Salesforce.com service, read the Terms of Use and select the checkbox indicating you agree to the Terms of Use. 5. Click Save. When the Add Google Docs to Salesforce.com service is enabled, the following changes allow users to create, edit, or view Google docs and associate them with Salesforce.com records: • • • The Notes & Attachments related list on accounts, assets, contacts, contracts, leads, opportunities, products, and custom objects is renamed to Google Docs, Notes, & Attachments. The Attachments related list on cases, solutions, and campaigns is renamed to Google Docs & Attachments. If Salesforce CRM Content is enabled, the Workspaces tab has an Add Google Doc drop-down list.

Users can also install the Add Google Doc to Salesforce.com browser button, which allows them to associate a Google doc to several Salesforce.com records or a Salesforce CRM Content workspace without being logged into Salesforce.com. For more information see Installing the Add Google Doc to Salesforce.com Browser Button on page 348 and Adding Google Docs to Salesforce.com on page 344.

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Salesforce for Google Apps

Adding Google Docs to Salesforce.com

Implementation Tips
• • For information about Google Docs, refer to Google's online help. By default, Google Docs users on your domain can share their Google docs with Google Apps accounts outside your domain. The control panel in your Google Apps account contains sharing settings that enable you to restrict document sharing to users within your organization's domain. Customer Portal and partner portal users with access to the Contribute tab in Salesforce CRM Content can create new Google docs and associate existing Google docs to a Salesforce.com workspace. Portal users without access to Salesforce CRM Content can associate an existing Google doc to a record, but they cannot create new Google docs from within a record because they do not have access to the Google Docs, Notes, and Attachments related list in the portal. Portal users cannot use the Add Google Doc to Salesforce.com browser button. When the Add Google Docs to Salesforce.com service is deactivated, Google docs cannot be accessed from Salesforce.com records ,and any Google docs in users' Recycle Bins that were deleted from a record are permanently removed from Salesforce.com. If the Add Google Docs to Salesforce.com service is reactivated within 30 days, Google docs that were associated with Salesforce.com records before the deactivation are restored to their previous location. Deactivating the Add Google Docs to Salesforce.com service does not affect Google docs in Salesforce CRM Content workspaces; deactivation does not remove Google docs associations in workspaces and does not permanently delete Google docs in Recycle Bins. The Add Google Docs to Salesforce.com service cannot be disabled for your organization if Google docs are referenced in an Apex script. For more information, see Force.com Apex Code Overview on page 1656. Google docs count against data storage. For each Google doc associated with a record or workspace in Salesforce.com, two Kb of storage is used.

• •

See Also:
Adding Google Docs to Salesforce.com Installing the Add Google Doc to Salesforce.com Browser Button

Adding Google Docs to Salesforce.com
Available in: All Editions

User Permissions Needed Creating a Google doc and linking it to Salesforce.com records: “Read” on the appropriate record type AND Google Apps account

Note: To use a Google Apps service in Salesforce.com, you must be logged in to your Google Apps business account. Business accounts use your organization's domain; for example, john.doe@company.com. If you are unsure of your Google Apps username and password, contact your administrator. Salesforce.com offers three methods for creating new Google docs and associating them with Salesforce.com records: • You can create a Google doc from any detail page. The doc is automatically associated with the record and is visible to anyone with access to both the record and the Google doc.

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Adding Google Docs to Salesforce.com

• •

You can create a Google doc from the Docs home page in your Google Apps account and associate the doc to one or more Salesforce.com records or Salesforce CRM Content workspaces using the Add Google Doc to Salesforce browser button. If Salesforce CRM Content is enabled, you can create a Google doc from the Contribute tab to associate it with a Salesforce CRM Content workspace. Tip: For information about using Google Docs, refer to Google's online help.

Adding New Google Docs to a Salesforce.com Record
1. Display the record you want linked to the new Google doc. 2. On the Google Docs, Notes, & Attachments related list or the Google Docs & Attachments related list, click Add Google Doc and choose New Document, New Spreadsheet, or New Presentation. 3. To create a blank Google doc: a. After choosing a doc type from the Add Google Doc drop-down button, choose Create as a blank document, Create as a blank spreadsheet, or Create as a blank presentation. The name of the radio button depends on which type of Google doc you chose to create. b. Enter a name for the document, spreadsheet, or presentation. c. Click Create Google Doc. The blank document displays with the name you assigned. You can begin editing your doc; it is automatically associated with the selected record. Tip: While you have your Google doc open, remember to share it with other Google Apps users in your organization. Only users with access to the Google doc in their Google Apps account can view the doc from the record detail page. 4. To create a new Google doc by converting another file format to Google Docs: a. After choosing a doc type from the Add Google Doc drop-down button, choose Create using an existing file. b. Select the file you want to convert. Salesforce.com can convert the following file types to Google docs: • • Microsoft Word® (doc), text (txt), rich text format (rtf ), OpenDocument text (odt), or StarOffice™ document (swx) files up to 500 KB each Microsoft Excel® (xls), comma-separated value (csv), or OpenDocument spreadsheet (ots) files up to 1 MB each Note: If commas are not appropriate for your locale, use a tab or other delimiter.

Microsoft PowerPoint® (ppt or pps) files up to 10 MB each

c. Enter a name for the document, spreadsheet, or presentation. d. Click Create Google Doc. The file you uploaded is converted to a Google document, presentation, or spreadsheet. You can begin editing your doc; it is automatically associated with the selected record. Tip: While you have your Google doc open, remember to share it with other Google Apps users in your organization. Only users with access to the Google doc in their Google Apps account can view the doc from the record detail page.

To link an existing Google doc to a record, see Editing Google Doc Links on page 347.

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Adding Google Docs to Salesforce.com

Creating Google Docs from the Docs Home Page
The Docs home page in your Google Apps account lists all the Google docs you have created with your Google Apps account or that other users have shared with your account. You can access the Docs home page by logging into your Google Apps account and navigating to the Docs home page. Tip: As a shortcut, you can display the Docs home page in Salesforce.com if the Google Docs tab is enabled.

If the Add Google Doc to Salesforce.com browser button is installed in your browser, create a Google doc and click the browser button to associate the Google doc with Salesforce.com records or workspaces. For more information, see Associating Google Docs with Salesforce.com Records on page 349.

Adding New Google Docs to a Salesforce CRM Content Workspace
Create a new Google doc and publish it into a workspace, sharing that document with other members of that workspace. 1. On the Workspaces tab, choose New Document, New Spreadsheet, or New Presentation from the Add Google Doc drop-down button. You may be prompted to log in to Google Apps. 2. Enter a name for your document, spreadsheet, or presentation and click Create Google Doc. The blank Google doc opens and you can begin adding your text. The Save or Publish Content dialog in Salesforce CRM Content also opens. 3. In the Save or Publish Content dialog: a. Optionally, provide a description of your Google doc. The description provides at-a-glance information for users who view the doc's content details page in Salesforce CRM Content. b. Choose a workspace. If you do not want to put the doc in a public workspace, for example if the doc is still in progress, choose Save in my personal workspace. c. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. d. To publish the content on behalf of another author, choose that author from the drop-down list. e. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

• • • •

f. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. g. After completing any custom fields, click Publish to save the Google doc to its Salesforce CRM Content workspace, or click Cancel to save the doc to your personal workspace. From there you can delete the doc from Salesforce CRM Content or publish it later. Once a Google doc is published in Salesforce CRM Content, all workspace members can search for the doc and provide feedback such as comments and votes.

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Editing Google Doc Links

Note: While you have your Google doc open, remember to share it with other Google Apps users in your organization. Only users with access to the Google doc in their Google Apps account can open the doc from Salesforce CRM Content.

See Also:
Using Google Docs in Salesforce.com Installing the Add Google Doc to Salesforce.com Browser Button

Editing Google Doc Links
Available in: All Editions

User Permissions Needed Editing Google doc links: “Read” on the appropriate record type AND Google Apps account

Note: To use a Google Apps service in Salesforce.com, you must be logged in to your Google Apps business account. Business accounts use your organization's domain; for example, john.doe@company.com. If you are unsure of your Google Apps username and password, contact your administrator. You can associate an existing Google doc with a Salesforce.com record by adding the name and URL of that Google doc to the record. An existing Google doc is one that you already have access to on your Google Apps account but is not already associated with the record you are viewing. Note: To add an existing Google doc to a Salesforce CRM Content workspace, see Contributing Google Docs to Salesforce CRM Content on page 312. To add an existing Google doc to a record: 1. Display the record you want to associate with the Google doc. 2. On the Google Docs, Notes, & Attachments or Google Docs & Attachments related list, click Add Google Doc and choose Add Existing. 3. Enter a Name for the Google doc and its URL. 4. Click Save. Tip: You can find the URL by clicking Take me to Google Docs.

Once a Google doc is associated with a Salesforce.com record, clicking Edit next to that doc on the Google Docs, Notes, & Attachments or Google Docs & Attachments related list displays the Add Existing Google Doc page. Modify the Name and URL as needed.

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Salesforce for Google Apps

Installing the Add Google Doc to Salesforce.com Browser Button

Tip: For information about using Google Docs, refer to Google's online help.

See Also:
Using Google Docs in Salesforce.com Adding Google Docs to Salesforce.com Installing the Add Google Doc to Salesforce.com Browser Button

Installing the Add Google Doc to Salesforce.com Browser Button
Available in: All Editions

A browser button is an applet, or small computer application, that provides one-click functionality similar to a bookmark. The Add Google Doc to Salesforce.com browser button allows you to associate a Google doc with several Salesforce.com records at once, even when you are not working in Salesforce.com. To use this browser button, the Add Google Doc to Salesforce.com service must be enabled and you must install the browser button in your browser. You can access the Add Google Doc to Salesforce.com browser button on the Contribute tab in Salesforce CRM Content or on a record detail page: 1. Display any record in Salesforce.com that has a Google Docs, Notes, & Attachments or Google Docs & Attachments related list on the record detail page. 2. Choose Add Existing from the Add Google Doc drop-down button in the Google Docs, Notes, & Attachments or Google Docs & Attachments related list. If the related list contains a Google doc, you can also click Edit next to the Google doc. 3. Click Get the browser button at the bottom of the page. Note: Because Customer Portal and partner portal users do not have access to the Google Docs, Notes, & Attachments or Google Docs & Attachments related list in the portal, portal users can only obtain the browser button from the Contribute tab in Salesforce CRM Content. If you use more than one type of browser, for example Microsoft® Internet Explorer and Mozilla® Firefox, install the browser button in each browser. The instructions for installing the browser button depend on your browser. In Firefox, drag the browser button to your Bookmarks Toolbar. In Apple® Safari, drag the browser button to your Bookmark Bar. In Internet Explorer: Note: The instructions may vary slightly based on your version of Internet Explorer.

1. 2. 3. 4.

Right-click the browser button and choose Add to Favorites... from the Add Google Doc to Salesforce.com page. Save the browser button in the Links folder and click Add. In your browser menu bar, click View ➤ Toolbars and ensure that the Links toolbar is visible. Close and restart your browser. The browser button displays in your Links toolbar.

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Associating Google Docs with Salesforce.com Records

Note: If you change your personal language setting in Salesforce.com and want to change the language on the browser button also, you must delete and reinstall the browser button.

See Also:
Adding Google Docs to Salesforce.com Associating Google Docs with Salesforce.com Records

Associating Google Docs with Salesforce.com Records
Available in: All Editions

User Permissions Needed Associating a Google doc with a Salesforce.com record: “Read” on the appropriate record type AND Google Apps account

When you create, edit, or view a Google doc from your online Docs home page in your Google Apps account, click the Add Google Doc to Salesforce.com browser button to associate the Google doc with one or more Salesforce.com records. If Salesforce CRM Content is enabled in your organization, you can also add the Google doc to a Salesforce CRM Content workspace. Including Google docs in Salesforce CRM Content allows users to access all types of content from a single location and apply Salesforce CRM Content functionality, such as votes, comments, and subscriptions, toGoogle docs. To associate a Google doc with Salesforce.com records from the Docs home page: 1. 2. 3. 4. 5. 6. Open a Google doc. Click the Add Google Doc to Salesforce.com browser button. In the Add Google Doc To field, enter your search criteria for the Salesforce.com record. Select an object type from the drop-down list and click Search. Optionally, filter your search results with the Limit to items I own checkbox. In the search results, select one or more records and click Add Google Doc to Selected Records. You can also click any of the fields in the search-results list to view more information about the record(s).

To associate a Google doc with Salesforce CRM Content from the Docs home page: 1. Open a Google doc. 2. Click the Add Google Doc to Salesforce.com browser button. 3. In the Salesforce CRM Content message window at the top of the page, click Publish your Google Doc into Salesforce CRM Content. The message only displays if you are a member of a Salesforce CRM Content workspace and have a workspace permission that allows you to contribute content. 4. In the Describe and Publish window, add a title for your Google doc and, optionally, a description. 5. Choose a workspace.

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Salesforce for Google Apps

Activating the Google Docs Tab

6. Optionally, choose a language. The Language drop-down list is displayed if multi-language support is enabled. If you do not choose a language, Salesforce CRM Content associates your content with your personal language setting. If users restrict their content searches to a particular language, only content associated with that language is displayed in the search result set. 7. To publish the content on behalf of another author, choose that author from the drop-down list. 8. Tag your content. Your tagging permission depends on the tagging rule assigned to the workspace: • If the workspace does not have a tagging rule or if your administrator assigned the open tagging rule, you can enter tags in the Tags field. As you type a tag, Salesforce CRM Content autosuggests tags based on your My Recent Tags list and the Popular Tags section on the Workspaces tab. The My Recent Tags list on the Contribute window shows the 20 tags you have used most recently. Click a tag to add it to the Tags field automatically. If your administrator assigned the guided tagging rule, you can choose from the list of suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field automatically. If your administrator assigned the restricted tagging rule, you must choose from the list of suggested tags. When you select a tag it turns green. You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag. Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters. The case of the original tag is always used.

• • • •

9. If multiple content types are available, choose one from the drop-down list. The content type determines which custom fields appear for you to categorize and define your content. 10. After completing any custom fields, click Publish. All workspace members can now search for this doc and provide feedback such as comments and votes. Note: While your Google doc is open, remember to share it with other Google Apps users in your organization. Only Google Apps users with whom the doc is shared can view and edit the doc.

See Also:
Using Google Docs in Salesforce.com Adding Google Docs to Salesforce.com Google Apps Overview

Activating the Google Docs Tab
Available in: All Editions

User Permissions Needed Activating or deactivating the Google Docs tab: “Customize Application”

Important: Once you activate a Google Apps service in Salesforce.com, it is visible to all users in your organization. To use these services, your users must have Google Apps accounts on your domain. For more information, see Getting Started with Salesforce and Google Apps on page 335.

350

Salesforce for Google Apps

Using Gmail in Salesforce.com

Google Docs™ allows you to create on-demand documents, spreadsheets, and presentations, edit them in your browser, and work together in real time with other collaborators. The Google Docs tab in Salesforce.com hosts the Docs home page for each user's Google Apps account, allowing users to view and manage all their Google docs from within Salesforce.com. If the Add Google Doc to Salesforce.com service is also activated, users can install a browser button that enables them to easily associate Google docs with Salesforce.com records from the Google Docs tab. To activate or deactivate the Google Docs tab in Salesforce.com: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Google Apps ➤ Settings. Click Edit next to the Google Docs Tab option in the Activate Google Apps Services list. Select or deselect the Activate checkbox. If you are activating the Google Docs tab, read the Terms of Use and select the checkbox indicating you agree to the Terms of Use. 5. Click Save.

See Also:
Using Google Docs in Salesforce.com Installing the Add Google Doc to Salesforce.com Browser Button Adding Google Docs to Salesforce.com

Using Gmail in Salesforce.com
Available in: All Editions

User Permissions Needed Activating Gmail in Salesforce.com: “Customize Application”

Important: Once you activate a Google Apps service in Salesforce.com, it is visible to all users in your organization. To use these services, your users must have Google Apps accounts on your domain. For more information, see Getting Started with Salesforce and Google Apps on page 335. Gmail™ (also called Google Mail) is a free Web-based email service from Google that operates on all standard browsers and can be used with your company's domain. You can integrate Gmail with Salesforce.com in two ways: • • Gmail to Salesforce.com Gmail Buttons and Links

Gmail to Salesforce.com
Gmail to Salesforce.com allows you to automatically log emails and chats you send from your Gmail account as activities on lead, contact, opportunity, and other records that support activity history in Salesforce.com. Gmail to Salesforce.com is based on the Email to Salesforce feature. To activate Gmail to Salesforce.com for your organization, follow the instructions in Enabling Email to Salesforce on page 875. To configure your personal Gmail to Salesforce.com setup, follow the instructions in Using My Email to Salesforce Address on page 227.

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Using Google Talk in Salesforce.com

Gmail Buttons and Links
Gmail Buttons and Links adds Gmail links next to email fields on all records and adds Compose Gmail buttons in Activity History related lists on leads and contacts. When you click a Gmail link or the Compose Gmail button, Salesforce.com automatically logs you into your Gmail account and automatically populates the To field. If Gmail to Salesforce.com is activated, Salesforce.com also populates the BCC field with your Email to Salesforce address. To activate Gmail Buttons and Links: 1. 2. 3. 4. 5. Click Your Name ➤ Setup ➤ Google Apps ➤ Settings. In the Activate Google Apps Services list, click Edit next to Gmail Buttons and Links. Select the Active checkbox to activate Gmail Buttons and Links for your organization. Select the Gmail Links checkbox to add Gmail links next to all email fields (except email fields on pages under Setup). Select the Gmail Buttons checkbox to add Compose Gmail buttons in Activity History related lists on leads and contacts. 6. Read the Terms of Use, and select the checkbox indicating you have read and agree to them. 7. Click Save.

Implementation Notes
• If your organization enables Gmail Buttons and Links but does not enable Gmail to Salesforce.com, you can still use the Gmail links on contact and lead records; however, Salesforce.com does not log emails you send from your Gmail account, or automatically populate the BCC field on the Compose Mail screen with an Email to Salesforce address. For information about Gmail, refer to Google's online help.

See Also:
Google Apps Overview

Using Google Talk in Salesforce.com
Available in: All Editions

User Permissions Needed Activating or deactivating Google Talk: “Customize Application”

Important: Once you activate a Google Apps service in Salesforce.com, it is visible to all users in your organization. To use these services, your users must have Google Apps accounts on your domain. For more information, see Getting Started with Salesforce and Google Apps on page 335. Google Talk™ is Google's instant-messaging tool. When the Google Talk Sidebar Component is activated in Salesforce.com, Google Talk displays in the sidebar where it can be toggled on, off, or expanded into its own window. You can also log a chat record as an activity on a Salesforce.com lead or contact record.

Activating Google Talk
To activate or deactivate Google Talk in Salesforce.com:

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1. 2. 3. 4.

Click Your Name ➤ Setup ➤ Google Apps ➤ Settings. Click Edit next to the Google Talk Sidebar Component option in the Activate Google Apps Services list. Select or deselect the Active checkbox. If you are activating the Google Talk Sidebar Component, read the Terms of Use and select the checkbox indicating you agree to the Terms of Use. 5. Click Save.

Tips for Using Google Talk
• • • • For information about using Google Talk, refer to Google's online help. Google Talk appears in both standard and custom sidebar layouts on all tabs. Because Google Talk chats are automatically saved in Gmail, users with Email to Salesforce can log a Google Talk chat as an activity on a lead or contact. For more information see Using Gmail in Salesforce.com on page 351. When Google Talk is in the sidebar, refreshing a Salesforce.com page causes Google Talk to momentarily disconnect and reconnect. For longer chats, open Google Talk in its own window by clicking pop out next to the Google Talk sidebar component. Google Talk is not available for Customer Portal or partner portal users.

See Also:
Google Apps Overview Setting Up Google Apps in Salesforce.com

SEARCH AND TAGS
Search Overview
Available in: All Editions

Salesforce.com offers the following ways to search for records and tags. Sidebar Search From the sidebar search box you can search a subset of record types and fields. You can use wildcards and filters to refine your search. Advanced Search Click Advanced Search... in the sidebar to search a subset of record types in combination and more fields, including custom fields and long text fields such as descriptions, notes, and task and event comments. You can use wildcards, operators, and filters to refine your search.

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Global Search From the header search box you can search more records, including articles, documents, products, solutions, and Chatter feeds, files, groups, and people. You can also search more fields, including custom fields, and long text fields such as descriptions, notes, and task and event comments. You can use wildcards, operators, and filters to refine your search. To enable Global Search, you must enable Chatter. If Global Search is enabled, Sidebar Search and Advanced Search aren't enabled. Global Search is not supported in partner portal or Customer Portal. Only users with supported browsers can use Global Search.

Other Search Utilities
The following tabs have unique search utilities. Global Search results include these record types with the exception of Article Management and Salesforce CRM Content. Neither Sidebar Search nor Advanced Search can find these records; use the search feature on the tab to find records of that type. • • • • • • Solutions Documents Salesforce CRM Content Products Articles Article Management Tip: Your administrator can customize your Home tab to include the product, document, or solution search in the sidebar.

See Also:
How Search Works Searching in Salesforce.com Refining Search Browsing, Searching, and Managing Tags Customizing Search Settings Customizing Search Layouts

How Search Works
Available in: All Editions

Search uses custom algorithms that consider: • • Your search terms Ignored words in search terms (for example, “the,” “to,” and “for”)

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• • • •

Search term stems (for example, searching for speaking returns items with speak) Proximity of search terms in a record Record ownership Most recently accessed records

You might not have the same search results as another user performing the same search because searches are configured for the user performing the search. For example, if you recently viewed a record, the record relevancy increases and the record moves higher in your search results list. Records you own also move higher in your search results. How your search works depends on whether you're using Sidebar, Advanced, or Global Search.

See Also:
Search Overview Searching in Salesforce.com Refining Search Search Fields

How Sidebar Search Works
Available in: All Editions

How your Sidebar Search works depends on your search options, search terms, and the use of wildcards. Search Options Sidebar Search searches only a subset of records and fields, including name, phone, email, and standard address fields. If the Sidebar Search drop-down list is available, you can limit your search to only tags or the records for a single object. If the Sidebar Search Limit to items I own checkbox is available, you can select this box to limit your search to records for which you are the owner. Search Terms Searches are conducted as a phrase search and match terms in the exact sequence that they appear. For example, searching for bob jones returns items with Bob Jones, but not Bobby Jones or Bob T Jones. Likewise, searching for acct!4 only returns items with acct!4 in a single string. Wildcards and Operators You can use the * (asterisk) and ? (question mark) wildcards to refine results. Use * to match one or more characters, or ? to match a single character. An * is automatically appended to your search string. For example, searching for bob jo

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finds items with Bob Jones and Bob Johnson, and searching for jo?n finds items with john and joan. You can't use operators to refine results in Sidebar Search.

See Also:
Searching in Salesforce.com Refining Search Search Results

How Advanced Search Works
Available in: All Editions

How your Advanced Search works depends on your search options, search terms, and the use of wildcards and operators. Search Options Advanced Search searches more record types and fields than Sidebar Search, including attachments, custom fields, and long text fields such as descriptions, notes, and task and event comments. Select Limit to items I own to limit your search to records for which you are the owner, including case comments and reports that you created. Click Advanced Search... and choose one or more objects by which to limit your search. You can also restrict your search to divisions, if your organization uses them. Search Terms Search terms are treated as separate words and may be found in different searchable fields within a record. For example, searching for bob jones returns items with Bob Jones, as well as a contact named Bob Smith whose email address is bsmith@jones.com. Search terms are separated by letter, number, and punctuation boundaries. For example, searching for acct!4 returns items with Acct, !, and 4, even if those terms are in separate places in the item. Wildcards and Operators You can use the * (asterisk) and ? (question mark) wildcards to refine results. Use * to match one or more characters, or ? to match a single character. For example, searching for bob jo* finds items with Bob Jones and Bob Johnson, and searching for jo?n finds items with john and joan. You can also use the AND, OR, AND NOT, ( ) (parentheses), and " " (quotation marks) operators to refine results.

See Also:
Searching in Salesforce.com Refining Search Search Results

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How Global Search Works
Available in: All Editions

How your Global Search works depends on your search options, search terms, and the use of wildcards and operators. Search Options Global Search searches more record types, including articles, documents, products, solutions, and Chatter feeds, files, groups, and people. Global Search also searches more field types, including custom fields and long text fields such as descriptions, notes, and task and event comments. Search options let you choose one or more items, including tags and specific objects, by which to limit your search. You can also restrict your search to records for which you are the owner and to divisions, if your organization uses them. The search options you select are saved until you change them. Note: Chatter feed searches aren't limited to your selected search options; Chatter feed search results include matches across all objects. Search options aren't available to Chatter Free or Chatter Only users. Search Terms Search terms are treated as separate words and may be found in different searchable fields within a record. For example, searching for bob jones returns items with Bob Jones, as well as a contact named Bob Smith whose email address is bsmith@jones.com. Search terms are separated by letter, number, and punctuation boundaries. For example, searching for acct!4 returns items with Acct, !, and 4, even if those terms are in separate places in the item. Tip: If you'd like to conduct a phrase search to match multiple terms in the exact sequence that they appear, select Exact phrase in the Search Options or use quotations marks around your search terms.

Wildcards and Operators You can use the * (asterisk) and ? (question mark) wildcards to refine results. Use * to match one or more characters, or ? to match a single character. For example, searching for bob jo* finds items with Bob Jones and Bob Johnson, and searching for jo?n finds items with john and joan. You can also use the AND, OR, AND NOT, ( ) (parentheses), and " " (quotation marks) operators to refine results.

See Also:
Searching in Salesforce.com Refining Search Search Results

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Searching in Salesforce.com

Searching in Salesforce.com
Available in: All Editions

You can change search options before or after your search. 1. Enter your search terms in the sidebar or header search box. 2. Click Search (or Go! if you're using Sidebar Search).

Tips for Searching in Salesforce.com
• • • • • • Your search term must have two or more characters. Special characters, such as " ? * ( ), aren't included in the character count. For example, a search for (a) won't return any search results. Search isn't case-sensitive. For example, a search for california finds the same items as a search for California. Find phone numbers by entering part or all of a number. For example, to find (415) 999-3434, enter 4159993434, 999, or 3434. To search for the last seven digits, you must enter the punctuation, such as 999-3434. In Chinese, Japanese, and Korean, you can find a person by entering last name before first name; searching for jones bob returns any person named Bob Jones. If you're using Advanced Search or Global Search, refine your search using operators such as AND, OR, and AND NOT. If you're using Advanced Search or Global Search, search for exact phrases by putting quotation marks around multiple keywords, for example, "call john smith" finds items with call john smith, but not items with call john p. smith or john smith called. If you're using Sidebar Search, your search string is automatically treated as a phrase search. Search for partially matching terms using wildcards: Asterisks match one or more characters at the middle or end (not the beginning) of your search term. For example, a search for john* finds items that start with variations on the term john, such as, johnson or johnny. A search for mi* meyers finds items with mike meyers or michael meyers. If you're using Sidebar Search, an * is automatically appended to the end of the search string. If you're using Global Search, question marks match only one character in the middle (not the beginning or end) of your search term. For example, a search for jo?n finds items with the term john or joan but not jon or johan. If you're using Sidebar Search or Advanced Search, question marks match only one character in the middle or end (not the beginning) of your search term.

-

See Also:
Search Overview How Search Works Refining Search Search Fields

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Refining Search
Available in: All Editions

Improve your search results by: • Changing search options • • Sidebar Search Advanced Search Global Search

Using wildcards Using operators, if you're using Advanced Search or Global Search

See Also:
Search Overview How Search Works Searching in Salesforce.com Search Results

Changing Sidebar Search Options
Available in: All Editions

Refine your search results by: Choosing which objects to search If the Sidebar Search drop-down list is available, you can limit your search to a single object. In the drop-down list, select the object you want. Select Search All to search across all objects. Note: When all objects are selected, the search results don't return article, article management, content, document, product, and solution records. You can search for these records on their respective tabs.

Searching only items you own If the Limit to items I own checkbox is available, you can search only items for which you are the owner, including case comments and reports that you created. Note: When Limit to items I own is selected, the search results don't return asset, idea, invoice, order, question, quote, reply, and user records because these records don't have owners.

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Searching within a division If you have the “Affected by Divisions” permission, specify which divisions you want to search. If your organization uses divisions but you don't have the “Affected by Divisions” permission, your search results include records in all divisions. If you restrict your search options, the options you select appear under the search box on the Search Results page.

See Also:
How Search Works Searching in Salesforce.com Search Results

Changing Advanced Search Scope
Available in: All Editions

1. Click Advanced Search... in the sidebar. 2. Refine your search results by: Searching only items you own In the Advanced Options section, select Limit to items I own. Note: When Limit to items I own is selected, the search results don't return asset, idea, invoice, order, question, quote, reply, and user records because these records don't have owners.

Searching for an exact phrase In the Advanced Options section, select Exact phrase. This is the same as using quotation marks around your search string. Searching within a division If you have the “Affected by Divisions” permission, specify which divisions you want to search. If your organization uses divisions but you don't have the “Affected by Divisions” permission, your search results include records in all divisions. Choosing which objects to search In the Scope section, select the objects for which you want to return search results. If you don't select any objects, your search returns all possible objects. Click Select All or Deselect All to quickly select all or no objects. Note: When all objects are selected, the search results don't return article, article management, content, document, product, and solution records. You can search for these records on their respective tabs.

3. Click Search.

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If you restrict your search scope, the scope you select appears under the search box on the Advanced Search Results page. Click Advanced Search under the search box to change your search scope again.

See Also:
How Search Works Searching in Salesforce.com Search Results

Changing Global Search Options
Available in: All Editions

1. Click Options... under the search box. Search options aren't available to Chatter Free or Chatter Only users. 2. Refine your search results by: Choosing which objects to search In the Records section, select the objects for which you want to return search results. If you don't select any objects, your search returns all possible objects. Select All or click Clear All to quickly select all or no objects. Note: When All is selected, the search results don't return article management and content records. You can search for these records on their respective tabs.

Searching only items you own In the More Options section, select Limit to items I own. Note: When Limit to items I own is selected, the search results don't return article, asset, idea, invoice, order, people, product, question, quote, and reply records because these records don't have owners.

Searching for an exact phrase In the More Options section, select Exact phrase. This is the same as using quotation marks around your search string. Searching within a division If you have the “Affected by Divisions” permission, specify which divisions you want to search. If your organization uses divisions but you don't have the “Affected by Divisions” permission, your search results include records in all divisions. 3. Click Search. The search options you select are saved until you change them. Click to clear your search terms.

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Note: Chatter feed searches aren't limited to your selected search options; Chatter feed search results include matches across all objects.

See Also:
How Search Works Searching in Salesforce.com Search Results

Refining Search Using Wildcards
Available in: All Editions

Wildcards
Wildcard * (asterisk) Description Asterisks match one or more characters at the middle or end (not the beginning) of your search term. For example, a search for john* finds items that start with variations on the term john, such as, johnson or johnny. A search for mi* meyers finds items with mike meyers or michael meyers. If you're using Sidebar Search, an * is automatically appended to the end of the search string. You can use an * at the beginning of a search term in a standard lookup search. If you're using Global Search, question marks match only one character in the middle (not the beginning or end) of your search term. For example, a search for jo?n finds items with the term john or joan but not jon or johan. If you're using Sidebar Search or Advanced Search, question marks match only one character in the middle or end (not the beginning) of your search term. You can't use a ? in a lookup search.

? (question mark)

Wildcard Behavior and Limitations
• • • • Wildcards take on the type of the preceding character. For example, aa*a matches aaaa and aabcda, but not aa2a or aa.!//a, and p?n matches pin and pan, but not p1n or p!n. Likewise, 1?3 matches 123 and 143, but not 1a3 or 1b3. You can't search for a ? or * in a search phrase that is enclosed in quotation marks or when Exact phrase is selected in the search scope because they function as wildcards. For example, "my wo?d" matches my wood and my word. You can't use wildcards in the middle of Chinese, Japanese, Korean, or Thai search terms. If you're entering search terms in Global Search, the search box drop-down list gives you the option to search for your term with an * added to the end. For example, type jo in the search box, then select Search for jo* (starts with) to find joan, john, johnson, and other matches that start with jo.

See Also:
How Search Works Searching in Salesforce.com Search Results

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Refining Search Using Operators
Available in: All Editions Operators not available in: Connect Offline

Sidebar and standard lookup search don't support the use of operators.

Operators
Operator AND Description Finds items that match all of the search terms. For example, acme AND california finds items with the word acme and the word california, but not items with only the word acme. Using AND is optional in most cases, because searching for acme california is the same as searching for acme AND california. However, when searching articles, documents, files, and solutions on their respective tabs, AND must be used because OR is the default operator for these objects on their tabs. OR AND NOT ( ) (parentheses) " " (quotation marks) Finds items with at least one of the search terms. For example, acme OR california finds items with either acme or california or both. Finds items that don't contain the search term. For example, acme AND NOT california finds items that have the word acme but not the word california. Group search terms together. Grouped search terms are evaluated before other search terms in your string. See Search Order on page 363. Find an exact phrase. Sidebar Search automatically places the quotation mark operators around any search string that you enter. This is the same as selecting Exact phrase in Advanced Search or Global Search. For example, a search for "monday meeting" finds items that contain monday meeting, but not items that contain monday afternoon meeting or monday's meeting. The asterisk (*) and question mark (?) function as wildcards when included in a search phrase that is enclosed in quotation marks or when Exact phrase is selected in the search scope.

Search Order
When you combine multiple operators in a search string, they are evaluated in this order: 1. () (parentheses) 2. AND and AND NOT (evaluated from right to left) 3. OR These examples show how search strings are evaluated: Searching for... Is the same as... Finds items with the words...

acme AND california AND NOT acme AND (california AND NOT acme and california but not meeting meeting meeting)

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Searching for...

Is the same as...

Finds items with the words...

acme AND NOT california AND acme AND NOT (california AND acme but not with both california and meeting meeting meeting) acme AND california OR meeting acme AND (california OR meeting) (acme AND california) OR meeting acme AND (california OR meeting)

acme and california and items with the word meeting acme and california and items with the words acme and meeting

See Also:
How Search Works Searching in Salesforce.com Search Results

Search Results
Available in: All Editions

The Search Results page displays items in related lists for each object, custom object, and tag that you have permission to view. From this page: • Jump directly to an object's results—click a related list item on the left side of the page if you're using Global Search or at the top of the page if you're using Sidebar Search or Advanced Search. Objects with results are displayed in alphabetical order. The number of results for each object is displayed. For example, Contacts [25+] means there are more than 25 contacts that match your search criteria. If your search returns a large number of results for a particular object, click Next Page or Previous Page to view the results. • • • • • • View or edit items—click an item to open it or click Edit, if available. Jump to Chatter feed results—click Chatter Feed Results at the top of the page, if available. Customize columns in your search results. Filter your search results. Customize filters for all users' search results, if you're an administrator. Refine your search—click Options... under the search box if you're using Global Search, or click Advanced Search... if you're using Advanced Search.

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Search Results

Search options aren't available to Chatter Free or Chatter Only users.

See Also:
Search Overview How Search Works Searching in Salesforce.com Refining Search Setting Field-Level Security Browsing, Searching, and Managing Tags

Customizing Search Results Columns
Available in: All Editions

For most objects, you can specify the enhanced lookup and search results columns and column order. 1. In the object's search results related list, click My Columns (System Administrators, click Customize ➤ My Columns). 2. To choose columns, use Add and Remove. Your administrator determines the available columns in a search layout. If search layouts aren't available for the object, such as articles, dashboards, reports, and tags, you can't customize the columns. 3. To reorder columns, use Up and Down. 4. Click Save. 5. Click column headings to sort the results in ascending or descending order. Sorting applies across all search results for a particular object, including those on subsequent pages. You can't click on column headings for multi-select picklist fields because you can't sort the multi-select picklist field type.

See Also:
How Search Works Searching in Salesforce.com Refining Search Search Results

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Search Results

Filtering Search Results
Available in: All Editions

To restrict search or enhanced lookups results for objects, you can use filters. Your administrator determines the available filter fields in a search layout. If your administrator didn't create a search layout for the object or if search layouts aren't available for the object, such as articles, dashboards, reports, and tags, you can't filter your results. Filters aren't available in Customer Portals or partner portals. Filtering Search Results for Most Objects 1. Click Show Filters in a search results related list. 2. Enter filter criteria using the following tips and click Apply Filters. • When filtering search results, the operator is selected automatically based on the field type. The = (equals) operator is used for fields with the following types of fields: Dates Numbers, except auto number or phone fields Record IDs

All other fields use the contains operator. Auto number and phone fields use the contains operator because they can contain non-numeric characters. • Except for number fields, commas are used as OR operators in search results filters. For example, if you enter acme, california in the Account Name filter field, your results include account names with either acme or california. For number fields (where a comma can be part of a number) commas aren't treated as OR operators and users must explicitly enter the OR operator. Note: Explicitly using the OR operator is only supported in number fields.

The criteria you specify are AND based. That is, if you specify more than one criterion, the result includes only records that match all of the criteria. For example, if you enter acme california in the Account Name filter field, your results include account names with both acme and california. Any field of type URL is filtered based on the exact value that is entered by the user for that field. Tip: We recommend that you don't include http:// or https:// in URL filter criteria because you may not get the results that you expect. When you enter values in URL fields and save records, Salesforce.com adds http:// to any URL that doesn’t start with http:// or https://. The added http:// isn't stored in the database. For example, if you enter salesforce.com in the Website field and save the record, the Website field displays http://salesforce.com, but the value stored is salesforce.com. Therefore, if you enter http://salesforce.com in the Website filter field, your results don't include your record.

• •

You can enter special values for dates; see Special Date Values for Filter Criteria. If your organization uses multiple currencies, see Tips for Entering Filter Criteria on Multiple Currencies.

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If you perform a blank lookup—that is, you click the lookup icon without entering a search term—filters will only apply to items in the most recently used list. Otherwise, filters will apply to both this list and the resulting records of the lookup.

Clearing and Hiding Filters Click Clear Filters to remove all filters and see unfiltered search results. Click Hide Filters to apply the filters but not display them on the page. Filtering Search Results for Articles, Files, Products, and Solutions To filter the results for articles, files, and products, and to further filter the results for solutions, click the link in the appropriate results related list. Your search and results automatically appear on the new page. If you filter the solutions results on the Search Results page and then use the link in the appropriate results related list to further filter your results, your filter options aren't applied on the new page.

See Also:
How Search Works Searching in Salesforce.com Refining Search Search Results

Customizing Users' Search Results Filters
Available in: All Editions

User Permissions Needed To change search layouts: “Customize Application”

To customize an object's search results filters for all users: 1. 2. 3. 4. On the Search Results page, in an object's related list, click Customize and select Filters for All Users. To choose columns, use Add and Remove. To reorder columns, use Up and Down. Click Save.

See Also:
How Search Works Searching in Salesforce.com Refining Search Search Results

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Search Fields
The types of records you can search vary according to which Edition you have.

You can search for information within any of the fields listed in the following tables. Search for articles; Chatter groups, files, and people; Salesforce CRM Content; documents; products; and solutions on their tabs or with Global Search because Sidebar Search and Advanced Search aren't designed to find these objects. Search for information in Chatter feeds using Global Search. Note: Users can search fields that are hidden from them by field-level security. When users search for a value in a field hidden to them, the search results include the record that contains the field, even though users can't see the field. • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • Business Account Fields Person Account Fields Article Fields Asset Fields Attachment Fields Campaign Fields Case Fields Chatter Feed Fields Chatter Group Fields Contact Fields Salesforce CRM Content Fields Contract Fields Contract Line Item Fields Custom Object Fields Document Fields Entitlement Fields File Fields Idea Fields Lead Fields Note Fields Opportunity Fields People Fields Price Book and Product Fields Question Fields Quote Fields Report Fields Service Contract Fields Solution Fields Tags Task, Calendar Event, and Requested Meeting Fields

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• •

User Fields Lookup Search Fields

Business Account Fields
Fields Searched in Sidebar, Advanced, & Global Search
Account Name Account Name (Local) Account Number Account Site Fax Phone Ticker Symbol Website

Additional Fields Searched in Advanced & Global Search
Billing Address Description Shipping Address

All custom fields of type text, text area, long text area, email, and phone

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

Person Account Fields
Fields Searched in Sidebar, Advanced, & Global Search
Account Name Account Name (Local) Account Number Account Site Assistant Assistant Phone Email Fax Home Phone Mobile Other Phone Ticker Symbol Website

Additional Fields Searched in Advanced & Global Search
Billing Address Description Mailing Address Other Address Shipping Address Title

All account and contact custom fields of type text, text area, long text area, email, and phone

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Fields Searched in Sidebar, Advanced, & Global Search All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

Additional Fields Searched in Advanced & Global Search

Article Fields
Neither Sidebar Search nor Advanced Search are designed to find articles. To find an article, use Global Search or the search tools in the sidebar on the Articles tab. For more information, see Searching for Articles on page 2503.

Asset Fields
Fields Searched in Sidebar, Advanced, & Global Search
Asset Name Serial Number

Additional Fields Searched in Advanced & Global Search
Description

All custom fields of type text, text area, long text area, email, and phone

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

Attachment Fields
Fields Searched in Sidebar, Advanced, & Global Search Additional Fields Searched in Advanced & Global Search
File Name (attachments on tasks and events aren't

searchable.)

Campaign Fields
Fields Searched in Sidebar, Advanced, & Global Search
Campaign Name

Additional Fields Searched in Advanced & Global Search
Description

All custom auto-number fields and custom fields that are set All custom fields of type text, text area, long text area, email, as an external ID and phone You don't need to enter any leading zeros during a search on an auto-number field.

Case Fields
Fields Searched in Sidebar, Advanced, & Global Search
Case Number

Additional Fields Searched in Advanced & Global Search
Case Comments

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Search Fields

Fields Searched in Sidebar, Advanced, & Global Search You don't need to enter any leading zeros during a search on an auto-number field.
Web Company (of person who submitted the case online) Web Email (of person who submitted the case online) Web Name (of person who submitted the case online) Web Phone (of person who submitted the case online) Subject

Additional Fields Searched in Advanced & Global Search

Description

All custom fields of type text, text area, long text area, email, and phone

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

Chatter Feed Fields
Neither Sidebar Search nor Advanced Search are designed to find information in Chatter feeds. To find information in a feed, use Global Search. For more information, see Searching for Chatter on page 292. Fields Searched in Global Search Post Body
Comment Body

Chatter Group Fields
Neither Sidebar Search nor Advanced Search are designed to find Chatter groups. To find a Chatter group, use Global Search or the search tools on the Groups tab. For more information, see Searching for Chatter on page 292. Fields Searched on Groups Tab & in Global Search
Description Group Name

Contact Fields
Fields Searched in Sidebar, Advanced, & Global Search
Assistant Asst. Phone Email Fax First Name

Additional Fields Searched in Advanced & Global Search
Department Description Mailing Address Other Address Title

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Search Fields

Fields Searched in Sidebar, Advanced, & Global Search
First Name (Local) Home Phone Last Name Last Name (Local) Mobile Other Phone Phone

Additional Fields Searched in Advanced & Global Search All custom fields of type text, text area, long text area, email, and phone

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

Salesforce CRM Content Fields
Neither Sidebar Search nor Advanced Search are designed to find content. To find content, use Global Search (results appear as files) or the search tools on the Content tab. For more information, see Searching for Files on page 283 and Searching for Content on page 322.

Contract Fields
Fields Searched in Sidebar, Advanced, & Global Search
Contract Name Contract Number

Additional Fields Searched in Advanced & Global Search
Billing Address Description

All custom auto-number fields and custom fields that are set Shipping Address as an external ID You don't need to enter any leading zeros during a search on an auto-number field.
Special Terms

All custom fields of type text, text area, long text area, email, and phone

Contract Line Item Fields
Fields Searched in Sidebar, Advanced, & Global Search
Name

Additional Fields Searched in Advanced & Global Search
Description

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Search Fields

Custom Object Fields
Fields Searched in Sidebar, Advanced, & Global Search
Name

Additional Fields Searched in Advanced & Global Search All custom fields of type text, text area, and long text area.

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field. All custom fields of type email and phone

Document Fields
Neither Sidebar Search nor Advanced Search are designed to find documents. To find a document, use Global Search or the Find Document button on the Documents tab. For more information, see Searching for Documents on page 217.

Entitlement Fields
Fields Searched in Sidebar, Advanced, & Global Search
Name

Additional Fields Searched in Advanced & Global Search

File Fields
Neither Sidebar Search nor Advanced Search are designed to find files. To find a file, use Global Search or the search tools on the Files tab. For more information, see Searching for Files on page 283. Fields Searched on Files Tab & in Global Search
Description Name

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field. All custom fields of type text, text area, long text area, email, and phone

Idea Fields
Fields Searched in Sidebar, Advanced, & Global Search
Title

Additional Fields Searched in Advanced & Global Search
Comment Description

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Search Fields

Lead Fields
Fields Searched in Sidebar, Advanced, & Global Search
Company Email Fax First Name First Name (Local) Last Name Last Name (Local) Mobile Phone

Additional Fields Searched in Advanced & Global Search
Address Description Title

All custom fields of type text, text area, long text area, email, and phone

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

Note Fields
Fields Searched in Sidebar, Advanced, & Global Search
Title

Additional Fields Searched in Advanced & Global Search
Body

Opportunity Fields
Fields Searched in Sidebar, Advanced, & Global Search
Opportunity Name

Additional Fields Searched in Advanced & Global Search
Description

All custom auto-number fields and custom fields that are set All custom fields of type text, text area, long text area, email, as an external ID and phone You don't need to enter any leading zeros during a search on an auto-number field.

People Fields
Neither Sidebar Search nor Advanced Search are designed to find people; however, Sidebar Search and Advanced Search can be used to find users. See User Fields. To find people, use Global Search or the search tools on the People tab. For more information, see Searching for Chatter on page 292.

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Search Fields

Fields Searched on People Tab & in Global Search
About Me Email First Name Last Name Name Nickname Phone Username

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field. All custom fields of type text, text area, long text area, email, and phone

Price Book and Product Fields
Neither Sidebar Search nor Advanced Search are designed to find price books or products. To find a price book or product, use Global Search or the Price Books and Find Products areas on the Products tab. For more information, see Searching for Price Books and Products on page 1958.

Question Fields
The Answers tab in Salesforce.com lists all the questions posted to an answers community. Fields Searched in Sidebar, Advanced, & Global Search Question Title Additional Fields Searched in Advanced & Global Search
Question Body Reply Body

Quote Fields
Fields Searched in Sidebar, Advanced, & Global Search
Quote Name Quote Number

Additional Fields Searched in Advanced & Global Search

Report Fields
Fields Searched in Sidebar, Advanced, & Global Search
Description Report Name

Additional Fields Searched in Advanced & Global Search

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Search Fields

Service Contract Fields
Fields Searched in Sidebar, Advanced, & Global Search
Contract Number Name

Additional Fields Searched in Advanced & Global Search
Description Special Terms

Solution Fields
Neither Sidebar Search nor Advanced Search are designed to find solutions. To find a solution, use Global Search or the Find Solution button on the Solutions tab. For more information, see Searching for Solutions on page 2482.

Tags
You can search for tags in Sidebar, Advanced, and Global Search.

Task, Calendar Event, and Requested Meeting Fields
Archived activities are accessible in Advanced Search only. Fields Searched in Sidebar, Advanced, & Global Search
Subject

Additional Fields Searched in Advanced & Global Search
Comments (tasks and events only)

All custom auto-number fields and custom fields that are set All custom fields of type text, text area, email, and phone as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

User Fields
If you're using Chatter and searching for people, see People Fields. Fields Searched in Sidebar, Advanced, & Global Search
Email First Name Last Name Name Nickname Phone Username

Additional Fields Searched in Advanced & Global Search
About Me

All custom fields of type text, text area, long text area, email, and phone

All custom auto-number fields and custom fields that are set as an external ID You don't need to enter any leading zeros during a search on an auto-number field.

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Search Fields

Lookup Search Fields
The lookup icon, which appears as a magnifying glass next to many fields, opens a dialog that allows you to search for other records. Below is the list of fields that are used for matching when searching in the standard or enhanced lookup dialog. Type of Record Account Fields Searched in Standard Lookups Fields Searched in Enhanced Lookups
Account Name Account Name (Local) Account Name Account Name (Local)

Campaign Case Community Contact

Campaign Name Case Number Community Name First Name First Name (Local) Last Name Last Name (Local)

Not applicable Not applicable Not applicable
First Name First Name (Local) Last Name Last Name (Local)

Contract

Contract Name Contract Number

Not applicable

Discussion Document

Title Document Name Keywords

Not applicable Not applicable

Idea Lead

Title Company Company (Local) Name Name (Local)

Not applicable Not applicable

Opportunity

Account Name Opportunity Name

Not applicable

Product Self-Service User

Product Code First Name Last Name

Not applicable Not applicable

Solution User Note: Only active users are searchable.

Solution Title First Name Last Name Name

Not applicable
First Name Last Name Name

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Lookup Dialog Search

Type of Record Custom Objects

Fields Searched in Standard Lookups Fields Searched in Enhanced Lookups
Name Name

See Also:
Setting Field-Level Security Search Overview How Search Works Searching in Salesforce.com

Lookup Dialog Search
Available in: All Editions

Salesforce.com objects often include one or more lookup fields that allow users to associate two records together in a relationship. For example, a contact record includes an Account lookup field that represents the relationship between the contact and its associated organization. The object that contains the lookup field is the source object, while the object the lookup points to is the target object. Users can differentiate lookup fields from other fields because they appear with the button on record edit pages. Clicking

opens a lookup search dialog that allows the user to search for the record that should be associated with the one being edited. A blank lookup is performed when you click the lookup icon without entering a search term. Salesforce.com provides two types of lookups: Standard Lookups By default, all lookups behave as standard lookups. When searching for records with a standard lookup, only the fields listed in Lookup Search Fields are queried. Standard lookups return up to 50 records at a time in alphabetical order, and do not allow for sorting, filtering, or customizable columns. Enhanced Lookups If enabled by your administrator, account, contact, user, and custom object lookups can behave as enhanced lookups. Enhanced lookups update standard lookup fields with the following functionality: • Enhanced lookup search queries are broken into separate search terms at any split between alphabetic, numeric, and special characters. In other words, if you enter ALL4ONE in an enhanced lookup field, the resulting query searches for All and 4 and ONE. Consequently, entering ALL the 4 and ONE returns ALL4ONE. Also, searching for S& returns fields containing both S& and &S. Enhanced lookups allow users to sort and filter search results by any field that is available in regular search results. Users can also hide and reorganize the columns that are displayed in the results window. Note: In addition to user-controlled filters, administrators can create lookup filters on relationship fields that limit the valid values and lookup dialog results for the field.

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Lookup Dialog Search

• •

Enhanced lookups return all records that match your search criteria and allow you to page through large sets of search results. In enhanced lookups, you can use wildcards in your search terms; however, the wildcard can't be the first character in the search term or phrase.

When you click a standard or enhanced lookup icon before entering anything in the lookup field, a list of all recently used records displays. However, for standard lookups of products and queues, the dialog shows an alphabetical listing of the first 50 records. For standard lookups of campaigns, the dialog shows the first 100 active campaigns. For the asset standard lookup on a case, the dialog shows all the assets tied to the contact on the case, if any. If you click the standard or enhanced lookup icon next to a field that is populated with a string, the string value is used as the search query. For standard or enhanced lookups of users, the dialog shows a list of recently accessed user records from across your organization. If you perform a blank lookup—that is, you click the lookup icon without entering a search term—filters will only apply to items in the most recently used list. Otherwise, filters will apply to both this list and the resulting records of the lookup. Note: Only active users are searchable, except in the lookup for mass transfers, where inactive users are also searchable.

Lookup Auto-Completion
If enabled by your administrator, both standard lookups and enhanced lookups can display a dynamic list of matching recently used records when a lookup field is edited. This list is restricted to objects of the appropriate type and, with the exception of lookups of users, is populated from recently used items. For example, while editing an Account lookup, you can see recently used accounts with names that match the prefix you have entered. Recently used contacts do not appear in this list. Lookup auto-completion is subject to the following restrictions: • • You must have recently visited records of the appropriate type for the lookup's auto-completion list to be populated. You must be editing the lookup field on a record's edit page.

Tips for Using Standard and Enhanced Lookups
Consider the following tips when using standard and enhanced lookups: • To improve standard lookup dialog search results, use an asterisk (*) wildcard within your search string. For example, searching for com* finds items with com at the beginning of any word in the search string, such as commerce, community, and edge communications. • • When you use wildcards to search enhanced lookup fields, be aware that the results may include more records than you expect if your search term includes combinations of letters, numbers, and special characters. If you enter a value into the lookup text box and save the record without clicking the lookup icon ( ), Salesforce.com automatically performs a search and assigns the result to the lookup field. If more than one result is found, Salesforce.com displays a drop-down list of the matching options. If no results match the text you entered, an error displays instead. A wildcard is automatically appended to each of your search terms. For example, searching for bob jo returns items with bob jones, bobby jones, or bob johnson. • To search for contacts, leads, users, or other individuals that include spaces in the First Name or Last Name fields, enter quotes around the terms. For example, to search for bob von hausen, enter "bob von hausen". • In organizations where the Salesforce.com Customer Portal or partner portal is enabled, you can filter the results that will display on the user lookup dialog by selecting either a queue or group of users from the Owner or Assigned To drop-down list.

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Configuring Lookups

If your organization uses divisions and you have the “Affected by Divisions” permission, your lookup dialog search results include records in the division you select in the lookup dialog window.

See Also:
Search Overview Configuring Lookups

Configuring Lookups
Available in: All Editions

Administrators can configure lookups in the following ways: • • • By enabling enhanced lookups and specifying which fields users can use to filter lookup search dialog results By enabling lookup auto-completion By creating lookup filters that limit the valid values and lookup dialog results for the relationship field

Enabling Enhanced Lookups
User Permissions Needed To enable enhanced lookups and specify lookup filter fields: “Customize Application”

Administrators can enable enhanced lookups with the following steps: 1. Click Your Name ➤ Setup ➤ Customize ➤ Search ➤ Search Settings. 2. In the Lookup Settings area, select the objects for which you want to enable enhanced lookup functionality. Currently, only account, contact, user, and custom object lookups can use this feature. 3. Click Save. Note: If you enable enhanced lookups in your organization, it is also enabled for any Visualforce pages you create.

After enabling enhanced lookups, you can specify which fields users can use to filter lookup search dialog results. If you don't specify any fields, your users cannot use filters in enhanced lookup dialogs: 1. Click Your Name ➤ Setup ➤ Customize, select Accounts, Contacts, or Users, and click Search Layouts. To access search layouts for custom objects, click Your Name ➤ Setup ➤ Create ➤ Objects, click on the name of the object you want to modify, and then scroll down to the Search Layouts related list. 2. Click Edit next to the Lookup Filter Fields layout. 3. Use the arrows to add or remove fields from the layout, and to define the order in which the fields should display. You can add up to six filter fields to the Selected Fields list. To select more than one field at a time, use CTRL+click or SHIFT+click to select multiple items in a range. 4. Click Save.

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Managing Salesforce Knowledge Synonyms

Enabling Lookup Auto-Completion
User Permissions Needed To enable lookup auto-completion: To use lookup auto-completion: “Customize Application” “Edit” on the record that includes the lookup field

You can save time for your users by enabling lookup auto-completion, which is available on for account, contact, user, and custom object lookups. This feature enables users to select items from a dynamic list of matching recently-used records when a lookup field is edited. Administrators can enable lookup auto-completion with the following steps: 1. Click Your Name ➤ Setup ➤ Customize ➤ Search ➤ Search Settings. 2. In the Search Settings area, select the object lookups for which you want to enable auto-completion. Currently, only account, contact, user, and custom object lookups can use this feature. 3. Click Save.

See Also:
Search Overview

Managing Salesforce Knowledge Synonyms
Available in: Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create, edit, and delete synonym groups: “Manage Synonyms”

Salesforce Knowledge synonyms are words or phrases that are treated as equivalent in article searches, letting you optimize search results. When searching articles, users can enter search terms that don't match any terms in your articles, but are synonymous with those terms. For example, if you define a synonym group with these synonyms: CRM, customer relationship management, Salesforce.com then a search for customer relationship management matches articles containing customer relationship management, as well as articles containing CRM or Salesforce.com. When building synonym groups, work with knowledge managers and other subject matter experts in your organization to create relevant synonyms. To view and manage synonyms, click Your Name ➤ Setup ➤ Customize ➤ Search ➤ Knowledge Synonyms. • To create a synonym group, click New. Enter at least two synonyms. A synonym can be any word or phrase. You can add up to 300 synonym groups.

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How Salesforce Knowledge Synonyms Work in Searches

Note: You can't use the following symbols in synonyms: Symbol * ? " ( ) Description Asterisk Question mark Quotation mark Open parenthesis Closed parenthesis

• • •

To filter a long list of groups, click Show Filters, then in the Synonyms field, enter part or all of a synonym, and click Apply Filters. To edit a synonym group, click Edit next to the synonym group, then update the synonyms as needed. To delete a synonym group, click Del next to the synonym group.

See Also:
How Salesforce Knowledge Synonyms Work in Searches Searching for Articles

How Salesforce Knowledge Synonyms Work in Searches
Available in: Enterprise, Unlimited, and Developer Editions

Salesforce Knowledge synonyms affect search behavior in the following ways: Priority If a search term is part of a synonym group, the search results list items that contain the search term, followed by items that contain other terms in the synonym group. For example, if this synonym group is defined: fruit, oranges Then a search for oranges matches a list of items containing oranges, followed by items containing fruit. Note: In the Article Management tab, if you sort the list by clicking a column header, the sort order, not priority, persists in the current and additional searches.

Wildcards If a wildcard is used in a search, the wildcard expands the search term, but the search doesn't match any synonyms, even if the search phrase contains a defined synonym. For example, if these synonym groups are defined:

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How Salesforce Knowledge Synonyms Work in Searches

fruit, oranges, apples cabbage, lettuce Then a search for orang* lettuce matches items that contain orange and oranges, but doesn't match items that contain fruit, apples, and cabbage. Operators If a search operator—and, or, or and not—is part of a defined synonym and that synonym is used as a search phrase, the search treats the phrase as a literal string and doesn't use the operator. An operator is valid if the search phrase is not a defined synonym. For example, if this synonym group is defined: fruit, oranges and apples Then a search for oranges and apples matches items that contain the exact phrase oranges and apples and the word fruit. Exact phrase matches If an exact phrase contains a defined synonym as well as other text, the search doesn't treat the phrase as a synonym. For example, if this synonym group is defined: oranges apples, fruit Then an exact phrase search for “raspberries oranges apples” doesn't match items that contain the word fruit. Stemming A synonym is not stemmed in search results; rather, it is matched as an exact phrase. However, the search term is stemmed. For example, if this synonym group is defined: quench, drink orange juice Then a search for quench matches items that contain quench, quenched, quenching, and drink orange juice, but doesn't match items that contain drinking orange juice. Ignored words Words that are normally ignored in searches, such as the, to, and for, are matched if the word is part of a defined synonym. For example, if this synonym group is defined: peel the orange, cut the apple Then a search for peel the orange matches items that contain the exact string peel the orange. Overlapping synonyms If a search term consists of overlapping synonyms from different groups, the search matches synonyms in all of the overlapping synonym groups. For example, if these synonym groups are defined: • • orange marmalade, citrus marmalade recipe, sugar

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About Tagging

Then a search for orange marmalade recipe matches items that contain orange marmalade, citrus, marmalade recipe, and sugar. Subsets If one synonym group includes a synonym that is a subset of a synonym in another group, a search for the subset term doesn't match items that contain synonyms from the subset synonym group. For example, if these synonym groups are defined: • • • orange, apple orange marmalade, citrus marmalade, jam

Then a search for orange marmalade matches items that contain orange marmalade and citrus, but doesn't match items that contain apple, jam, only marmalade, and only orange.

See Also:
Managing Salesforce Knowledge Synonyms Searching for Articles

About Tagging
Available in: All Editions

Tags are words or short phrases that users can associate with most Salesforce.com records to describe and organize their data in a personalized way. Tags allow users to group records from various objects by a common topic or use, and then use those tags in search to make finding information fast and intuitive. For example, if a user met a number of contacts and leads at a conference, she might tag them all with the phrase User Conference 2007. She could then search for the User Conference 2007 tag and click that tag in search results to retrieve those records. Salesforce.com supports two types of tags: • • Personal tags are private for every user. That is, any personal tag that a user adds to a record can only be viewed by that user. Public tags are shared between all users in an organization. That is, any public tag that a user adds to a record can be viewed by any other user who can also access the record.

Administrators can enable personal and public tags for accounts, activities, assets, campaigns, cases, contacts, contracts, dashboards, documents, events, leads, notes, opportunities, reports, solutions, tasks, and any custom objects (except relationship group members). This allows users to: • • • View personal and public tags on a record Add personal and public tags to a record, either by creating a new tag with free-form text entry, or by selecting from personal and public tags that have already been created Remove personal and public tags from a record

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Tagging Records

For more information, see Tagging Records on page 385. Once tags are assigned to records, users can: • • • • • Search for personal and public tags Browse personal and public tags alphabetically, by frequency of use, or by recency of use View all records with one or more assigned personal and public tags Rename personal and public tags or merge personal and public tags that are similar or redundant Delete personal and public tags that are no longer needed, sending them to the Recycle Bin

For more information, see Browsing, Searching, and Managing Tags on page 386.

See Also:
Tagging Limits Using the Tags Sidebar Component Customizing Tag Settings Deleting Personal Tags for Deactivated Users Search Overview

Tagging Records
Available in: All Editions

User Permissions Needed To edit tags on a record: “Read” on the record

To tag a record: 1. On the record detail page, click Add Tags in the Tags area just under the colored title bar. If the record already has associated tags, click Edit Tags instead. 2. In the Personal Tags or Public Tags text boxes, enter comma-separated lists of the personal and public tags that you want to associate with the record. Tags can only contain letters, numbers, spaces, dashes, and underscores, and must contain at least one letter or number. As you enter new tags, up to ten tags that have already been defined are displayed as auto-complete suggestions. As you type, the list of suggestions changes to show only those tags that match the prefix you have entered. To choose one of the suggestions, click on it or use your keyboard arrow keys to select it and press the TAB or ENTER key. 3. Click Save to save your changes, or Cancel to discard them. Note: You and your organization are subject to limits on the number of personal and public tags that you can create and apply to records. If you attempt to tag a record with a new tag that exceeds one or more of these limits, the tag is not saved. If this occurs, you can delete infrequently used tags from the Tags page. See Browsing, Searching, and Managing Tags on page 386. To remove a tag from a record:

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Browsing, Searching, and Managing Tags

1. On the record detail page, click Edit Tags in the Tags area just under the colored title bar. 2. Next to the Personal Tags or Public Tags text boxes, click [X] next to the tag that you want to remove from the record. 3. Click Save to save your changes, or Cancel to discard them. If the tag that you removed is the last instance of the tag, the tag is deleted from your organization completely. If other records use the tag, the tag still appears in search results and the Tags page. Tip: When you are creating or editing tags in the Tags area, you can also press the ENTER key to save your changes, or the ESC key to discard them.

See Also:
About Tagging Tagging Limits Using the Tags Sidebar Component

Browsing, Searching, and Managing Tags
Available in: All Editions

You can browse, search, and manage personal and public tags in the Tags page. To access this page, click the name of any tag on a detail page, or, if your administrator has enabled the Tags sidebar component, click Tags in the sidebar. Review the following topics for information on how to use this page: • • • • • Viewing and Browsing Tags Finding Records with Tags Searching Tags Managing Tags Reviewing Personal Tag Usage Statistics

Viewing and Browsing Tags
The Tags page displays a list of all tags that you can view in your organization. You can use the Personal Tags and Public Tags checkboxes at the top right corner of the page to view just personal tags, just public tags, or both personal and public tags at the same time. Personal tags are associated with the tag icon ( ). Because personal tags are private, you can only see the personal tags that you have defined; you cannot see the personal tags of other users. You can, however, see all public tags that have been defined in your organization. You can browse through your tags by clicking a letter at the top of the tag browsing area to view only tags that begin with that letter, or by using the Next Page and Previous Page links at the bottom. By default, tags are listed in alphabetical order. You can also choose By Number of Uses from the Sort picklist to sort tags by the number of records that are tagged by them, or choose By Most Recently Used to sort tags by how recently they were added to a record.

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Browsing, Searching, and Managing Tags

Finding Records with Tags
Each tag includes a number in parentheses that indicates how many records are associated with that tag. You can view those records by clicking the tag. The list of records appears below the tag browsing area, organized by object. You can narrow your results further by clicking additional tags. When more than one tag is selected, only records that match all selected tags are displayed in the list of results. Click [X] next to a tag to deselect it and remove it from the filter. Click Clear Selected Tag(s) to deselect all tags and start over. Note: • The number of records associated with a tag can sometimes be greater than the number of records displayed when you click that tag in the Tags page. This situation occurs if you tagged a record and then lost permission to view it because of a change in sharing, or if a record that you do not have access to has one or more public tags. Custom objects that do not have an associated tab are not returned in search results or displayed on the Tags page, even if tags are enabled for the custom object. For custom object records to appear in search results or the Tags page, an associated tab only needs to exist; the tab does not have to be visible to users.

As with regular search results, you can select and reorder the columns that appear for each object, and filter the search results by particular values. See Search Results.

Searching Tags
You can search tags by entering terms in the Search Tags text box and clicking Search. Only tags that meet your search criteria are listed in the tag browsing area. You can then click any tag to view records associated with that tag. Search strings must include at least two characters to return results, and can also include wildcards and other special operators. See Refining Search Using Wildcards and Refining Search Using Operators. The most recent search result is saved in the tag browsing area next to the alphabet at the top of the page. Click the search string to return to your results.

Managing Tags
User Permissions Needed To rename or delete public tags: “Tag Manager”

The Tags page allows you to rename and delete tags: • • To rename a tag, hover over the tag and select Rename from the drop-down menu that appears around the tag. Enter a new name for the tag in the text box that appears and click Save. To delete a tag, hover over the tag and select Delete from the drop-down menu that appears around the tag. The tag is removed from every record in your organization and is placed in the Recycle Bin. If you restore a tag from the Recycle Bin, it is automatically reassociated with the records from which it was removed. For more information, see Recycle Bin on page 48. You can rename or delete any personal tag, but you must have the “Tag Manager” profile permission to rename or delete a public tag.

Reviewing Personal Tag Usage Statistics
You can review your current usage of personal tags from the Tags page by clicking the Personal Tag Usage link on the right side. This page displays your current number of unique personal tags and personal tag applications. A user is limited to a maximum of:

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Tagging Limits

• •

500 unique personal tags 5,000 instances of personal tags applied to records

If you are approaching your personal tag limits, consider merging similar tags into a single tag by renaming. For example, if you have tags for Bicycling, Cycling, and Biking, you can rename Cycling and Biking to Bicycling to reduce your number of unique personal tags. To reduce the number of instances of tags applied to records, delete personal tags that you no longer use.

See Also:
About Tagging Tagging Records Tagging Limits Using the Tags Sidebar Component Search Overview

Tagging Limits
Available in: All Editions

A user is limited to a maximum of: • • 500 unique personal tags 5,000 instances of personal tags applied to records

Across all users, an organization is limited to: • • • 1,000 unique public tags 50,000 instances of public tags applied to records 5,000,000 instances of personal and public tags applied to records

See Also:
About Tagging Tagging Records Browsing, Searching, and Managing Tags Deleting Personal Tags for Deactivated Users

388

ADMINISTERING SALESFORCE

Setting Up Your Organization
The available setup options vary according to which Salesforce.com Edition you have.

Click Your Name ➤ Setup ➤ Administration Setup to open the Administration Setup page. It contains setup and customization options to help you set up your Salesforce.com organization.

Manage Users
Expand the Manage Users folder under Administration Setup to access the following options: Users Create, edit, and deactivate users (see also About Customer Portal User Management on page 1450). Mass Email Users Send an email to several of your users at once. Roles Define your organization’s role hierarchy. Profiles Set user profiles to control users’ permissions, login access, and field-level security. Public Groups Add, update, or delete public groups. Queues Add, update, or delete queues for cases, leads, and custom objects. Login History View when your users are logging in. Training History View which users have taken online training.

Company Profile
Expand the Company Profile folder under Administration Setup to access the following options: Company Information Update your company's information and set up multiple currencies.

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Manage Currencies Set up multiple currencies. Manage Divisions Set up divisions to segment your data for greater ease-of-use. Fiscal Year Set up fiscal years for your organization. Business Hours Set up business hours for your customer support team. Holidays Set up holidays during which business hours for your customer support team don't apply. My Domain Set up a custom Salesforce.com domain name, which appears in the URLs that you use to login to and use the application.

Security Controls
Expand the Security Controls folder under Administration Setup to access the following options: Sharing Settings Define how your users share data. Field Accessibility View the access that users have to specific fields based on profile and record types. Password Policies Define password policies for security. Session Settings Lock users’ sessions to an IP address or change session timeout settings. Network Access Define IP addresses from which users can log in to your organization. Certificate and Key Management Create and manage Salesforce.com key pairs and certificates for your organization. View Setup Audit Trail View which users have recently changed your organization’s setup. Account Owner Report Restrict users from running the Account Owners report, which lists all accounts and who owns them. Expire All Passwords Expire passwords for all users in the organization. Delegated Administration Enable standard users to perform some administrative duties.

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Remote Site Settings Specify the Web addresses that your organization can invoke from Salesforce.com. You must specify a site before callouts to them from Visualforce pages, Apex, or the AJAX proxy will function correctly. HTML Documents and Attachments Settings Restrict users from uploading HTML files as attachments or to the Documents tab. Portal Health Check View reports that show portal users' data access levels for your organization.

Communication Templates
Expand the Communication Templates folder under Administration Setup to access the following options: Letterheads Create branded letterheads for HTML emails. Email Templates Create email templates to standardize communication. Mail Merge Templates Upload templates for mail merge documents.

Translation Workbench
Expand the Translation Workbench folder under Administration Setup to add available languages, assign translators, translate entities, and override packaged entities for your users.

Data Management
Expand the Data Management folder under Administration Setup to access the following options: Analytic Snapshots Enable users to automatically run reports and save report results to fields on custom objects for further customization. Import Accounts/Contacts, Import Person Accounts, Import Leads, Import Solutions, and Import Custom Objects Import your organization’s accounts, contacts, custom objects, leads, person accounts, and solutions. Data Export Export your organization’s data. Storage Usage View how much data storage and file storage your organization is using. Mass Transfer Records Transfer multiple records at one time. Mass Delete Records Delete multiple records at one time. Mass Transfer Approval Requests Transfer multiple approval requests at one time.

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Delete All Data Delete the existing data from your trial organization. Mass Reassign Account Teams and Mass Reassign Opportunity Teams Add, remove, and reassign account and sales team members for multiple records. Mass Division Transfer Change divisions for multiple records. Sandbox Create a complete single copy of your organization in a separate environment to do a variety of actions—such as quality assurance testing, integration testing, or user training—without compromising your organization’s data. Mass Update Addresses Update the Country or State/Province field on all records with an address. These include addresses in accounts, contacts, contracts, invoices, leads, and orders. Data Loader Download a client application that allows you to import, update, delete, and export large quantities of records.

Monitoring
Expand the Monitoring folder under Administration Setup to access the following options: Imports An administrator can check the Import Queue to view details about an import or to cancel an organization import. Outbound Messages An administrator can view the Outbound Message queue to check the status of outbound messages related to workflow or approval processes. Time-Based Workflow Specify criteria for monitoring the workflow queue, which contains pending actions triggered by workflow rules. Case Escalations Specify criteria for monitoring the case escalation queue, which contains pending actions triggered by case escalation rules. API Usage Notifications Define a notification process that automatically sends email to a specified user when API requests for an organization exceed the specified limit. Mass Emails View the status of scheduled mass emails and cancel mass emails as appropriate. Debug Logs Specify the users for whom you want to retain the Apex debug logs in your organization. Scheduled Jobs View all the jobs scheduled to run by users, such as analytic snapshots and dashboard refreshes. Email Log Files Request detailed summaries of email sent from Salesforce.com over the last 30 days.

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Bulk Data Load Jobs Monitor the status of current and recent bulk data load jobs.

Mobile Administration
Expand the Mobile Administration folder under Administration Setup to create mobile configurations for your wireless users. Mobile configurations are sets of parameters that determine which data Salesforce.com transmits, and which users receive that data on their mobile devices.

Desktop Administration
Expand the Desktop Administration folder under Administration Setup to manage desktop configurations for Connect Offline and Connect for Outlook. Outlook Configurations Define the behavior of Salesforce for Outlook for your users, including the Salesforce.com options that appear in the Outlook user interface, the data that syncs between Salesforce.com and Outlook, and which users receive that data. Offline Briefcase Configurations Define the behavior of Connect Offline for your offline users. Offline briefcase configurations are sets of parameters that determine which data Salesforce.com transmits and which users receive that data in Connect Offline.

Email Administration
Expand the Email Administration folder under Administration Setup to configure the following email options for your organization: Deliverability Set up email delivery options that affect your entire organization. Organization-Wide Addresses Associate an email alias with each available user profile. Compliance BCC Email If your organization evaluates all outbound email messages for compliance, you can enable compliance BCC emails to automatically send a hidden copy of each outbound email message to an email address you specify. Enabling compliance BCC emails prevents users from editing the BCC field on any email and disables their Automatic Bcc setting under My Email Settings. Email Relay Activation Configure Salesforce.com to automatically route email through your company's Simple Mail Transfer Protocol (SMTP) server. Test Deliverability Verify your organization can receive email from every Salesforce.com IP address. Email To Salesforce Automatically log emails you send from third-party email accounts as activities on lead and contact records in Salesforce.com. Attachments Sent as Links Find and delete email attachments sent as links.

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About Company Information

Email Footers on page 877 Create footers for outgoing email.

Google Apps
Expand the Google Apps folder under Administration Setup to integrate Salesforce.com with Google Apps™: a suite of on-demand communication and collaboration tools hosted by Google and designed for business users.

COMPANY INFORMATION
About Company Information
Available in: All Editions

User Permissions Needed To view company information: To change company information: “View Setup and Configuration” “Customize Application”

When your company signs up, the information provided during signup is displayed on the Company Information page at Your Name ➤ Setup ➤ Company Profile ➤ Company Information. From the Company Information page, you can: • • • Click Edit to change your company's information, including your organization's Default Language setting. Click Currency Setup to set up the ability to use multiple currencies. Available in Group, Professional, Enterprise, Unlimited, and Developer Editions only. Go to Checkout to buy additional user or feature licenses by clicking Buy More Licenses in the appropriate related list. For detailed instructions, see Checkout User Guide.

The Company Information page also displays all of the active user and feature licenses you have purchased for your organization. A user license entitles a user to different functionality within Salesforce.com and determines the profiles available to the user. A feature license entitles a user to an additional Salesforce.com feature, such as Marketing or Connect Offline. This page lists the following for each type of license: • • • •
Status indicates the status of the license. Total Licenses indicates the number of licenses for which your organization is billed and that are available to you. Used Licenses is the number of licenses that you have assigned to users. Remaining Licenses is the number of unused licenses.

In addition to license types, the following portal login information is listed for organizations that have Customer Portals or partner portals enabled: •
Monthly Logins Allotted shows the maximum number of customer or partner portal logins allowed per month.

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My Domain Overview

Monthly Logins Used indicates the number of successful logins for all users associated with a customer or partner

portal user license for the month.

See Also:
Company Information Fields Understanding Language, Locale, and Currency Managing Multiple Currencies Viewing User License Types Viewing Feature Licenses

My Domain Overview
Available in: Unlimited, Enterprise, and Developer editions.

Using My Domain, your organization can select a custom Salesforce.com domain name that highlights your brand, or a different term that represents your business. Using a custom domain name provides other important advantages, such as increased security and better support for single sign-on. My Domain is also available for sandbox environments. Note: My Domain is subject to these additional Terms of Use.

Your domain name uses the standard URL format, including: • • • The protocol: https:// The subdomain prefix: your brand or term The domain: my.salesforce.com

For example, the login URL for a company called Universal Containers would be: https://universalcontainers.my.salesforce.com/. You can use up to 40 characters. It's a snap to set up a custom domain name. After you decide on the name or term you want to use, My Domain checks to make sure your subdomain is available. Then it registers the domain name and publishes it to the internet. After a brief period, you'll receive an email to let you know your new domain name is ready for testing. Log in using the new URL and test the URLs for other pages in the application. When deployed, you have options for how you want to handle page requests that don't use the new domain name. You can block them entirely or redirect them to the new URL—with or without a message. Important: Once you deploy your new domain name, you can't reverse it. After deployment, all users will be redirected to your new domain.

See Also:
Setting Up and Rolling Out a Domain Name

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Setting Up and Rolling Out a Domain Name

Setting Up and Rolling Out a Domain Name
Available in: Unlimited, Enterprise, and Developer editions.

User Permissions Needed To set up a domain name: “Customize Application”

When you set up a domain name for your organization, all of your application URLs, including those of Visualforce pages, will change. This table shows you the differences. URL Type Login Application page or tab Old URL
https://login.salesforce.com https://na1.salesforce.com/<pageID>

New URL
https://<subdomain>.my.salesforce.com https://<subdomain>.my.salesforce.com /<pageID>

Visualforce page https://c.na1-salesforce. https://<subdomain>--c.na1-salesforce. with no namespace visual.soma.force.com/apex/<pagename> visual.soma.force.com/apex/<pagename> Visualforce page with namespace
https://<yournamespace>. https://<subdomain>-na1-salesforce.visual.soma.force.com <yournamespace>.na1-salesforce. /apex/<pagename> visual.soma.force.com/apex/<pagename>

Note: If you implement My Domain in a sandbox environment, the URL format is
https://<subdomain>--<sandboxname>.<instance>.my.salesforce.com. Since you can't have

namespaces in a sandbox environment, the format of all Visualforce page URLs in a sandbox is
https://<subdomain>--<sandboxname>.<instance>.my.salesforce.com/apex/<pagename>.

Setting Up Your New Domain Name
1. Click Your Name ➤ Setup ➤ Company Profile ➤ My Domain. 2. Enter the name you want to use within the sample URL. For example, the login URL for a company called Universal Containers would be: https://universalcontainers.my.salesforce.com/. You can use up to 40 characters. 3. Click Check Availability. If your name is already taken, choose a different one. 4. Click Terms and Conditions to review your agreement, then select the checkbox. 5. You'll receive an email when your domain name is ready for testing. (It can take from 24 to 72 hours.) Click the URL in the email to login to Salesforce.com using your new domain name.

Testing and Rolling Out Your New Domain Name
Test the new domain name by clicking tabs and links that you use within your application. You'll notice that all the tabs and pages show your new domain name. After you test your domain name, you're ready to roll it out to users. 1. When you finish testing your new domain name, click Your Name ➤ Setup ➤ Company Profile ➤ My Domain and click Deploy to Users to roll out the new domain name to your organization.

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Important: Once you deploy your new domain name, you can't reverse it. After deployment, all users will be redirected to your new domain. 2. Click Edit in the My Domain Settings related list. If you want to accept logins from your new domain only, select the Login Policy checkbox. If you don't require users to log in from the new domain, they'll be blocked or redirected based on your redirect setting. Tip: If you block application page requests that don't use the new Salesforce.com domain name URLs, let your users know they need to either update old bookmarks or create new ones for the login page and any tabs or links within the application. Users will be required to use the new URLs if you block page requests. 3. Select a redirect policy. If you want to redirect page requests that don't use the new domain name, select a redirect option. Users can access application pages with or without a message explaining the URL change. Tip: If you choose to redirect page requests to new URLs and provide a warning message, let your users know that they should update their bookmarks the first time they're redirected. 4. Click Save.

Guidelines for Implementing Your Domain Name
• • If you have customized your Salesforce.com UI with features such as custom buttons or Visualforce pages, make sure you test thoroughly before you roll out your new domain name. Your customizations should not use instance-based URLs. After you roll out your new domain name, use My Domain's redirect tools to gradually phase it in. For example, choose the Redirected with a warning... option to make sure users update their bookmarks. When your organization is ready to use the new domain URLs exclusively, return to setup and choose the Blocked option so users can't use their old URLs. If you are using My Domain, you can identify which users are logging in with the new login URL, and when. Click Your Name ➤ Setup ➤ Manage Users ➤ Login History and look at the Username and Login URL columns.

Getting System Performance and Maintenance Information
Salesforce.com customers get system performance and maintenance information from trust.salesforce.com. Here's how to get that information using your new domain name. 1. 2. 3. 4. Go to trust.salesforce.com. Click the System Status tab. Enter your domain name to find your instance and check the status. Scroll to the System Maintenance table and look for entries for your instance.

See Also:
My Domain Overview

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Setting the Fiscal Year

Setting the Fiscal Year
Available in: All Editions

User Permissions Needed To view fiscal year: To change fiscal year: “View Setup and Configuration” “Customize Application”

You can set one of two types of fiscal years: standard fiscal years or custom fiscal years. For specific information on both types of fiscal years, see About Fiscal Years on page 399.

Setting a Standard Fiscal Year
If your organization follows the Gregorian calendar year, but you need to change the fiscal year start month, use standard fiscal years. Standard fiscal years can start on the first day of any month, and you can specify whether the fiscal year is named for the starting or ending year. For example, if your fiscal year starts in April 2001 and ends in March 2002, your fiscal year setting can be either 2001 or 2002. If your fiscal year is more complicated than this, see Enabling Custom Fiscal Years on page 398 Caution: All quotas, forecast history, and overrides are lost if the fiscal start month is changed to a month that wasn't previously the first month in a quarter. For example, if you change the start month from January to April, your data will be preserved. However, if you change it from January to February, your data will be lost. To set a standard fiscal year: 1. Back up your current data. a. Run and export these reports to Excel: • • • Opportunity Pipeline Quarterly Forecast Summary Quota vs. Actual

b. Optionally, generate weekly export data. We suggest you do this because changing the fiscal year will cause fiscal periods to shift. This change will affect opportunities and forecasts organization-wide. 2. 3. 4. 5. 6. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Select Standard Fiscal Year. Choose the start month. Specify whether the fiscal year is defined by the year it begins or ends. Optionally, select Apply to All Forecasts and Quotas if you want to apply the new fiscal year settings to your existing forecasts and quotas. This option may not be available depending on your forecast settings. 7. Click Save to finish.

Enabling Custom Fiscal Years
If your fiscal year definition is not met by a standard fiscal year, you can enable custom fiscal years which will allow you to flexibly define a more complex fiscal year structure.

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About Fiscal Years

To enable custom fiscal years: Note: Before enabling custom fiscal years, make sure that you have exported any data related to fiscal periods. For specific details about the effects of enabling custom fiscal years, see About Fiscal Years on page 399. 1. Back up your current data. a. Run and export these reports to Excel: • • • Opportunity Pipeline Quarterly Forecast Summary Quota vs. Actual

b. Optionally, generate weekly export data. We suggest you do this because changing the fiscal year will cause fiscal periods to shift. This change will affect opportunities and forecasts organization-wide. 2. 3. 4. 5. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Select Custom Fiscal Year. Click Enable Custom Fiscal Years. If you understand the effects of enabling custom fiscal years and you have all your data exported, click OK. Caution: Custom fiscal years cannot be disabled once enabled. Enabling custom fiscal years has impacts on your reports, forecasts, quotas, and other date sensitive material. Do not enable custom fiscal years unless you understand and are prepared for all the implications. If you are not certain you want to enable custom fiscal years, click Cancel. 6. Once you have enabled custom fiscal years, define your fiscal year. See Defining a Custom Fiscal Year on page 406.

See Also:
Setting Up Customizable Forecasting About Fiscal Years Defining a Custom Fiscal Year Choosing a Custom Fiscal Year Template

About Fiscal Years
Available in: All Editions

User Permissions Needed To define or edit fiscal years: To view fiscal years: “Customize Application” “View Setup and Configuration”

Not all businesses use the Gregorian year for their fiscal year. Salesforce.com makes it easy for you to define a fiscal year that fits your business needs.

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About Fiscal Years

If your fiscal year follows the Gregorian calendar, but does not start in January, you can simply and easily set your fiscal year by defining a standard fiscal year. If your fiscal year follows a different structure, you can define a custom fiscal year that meets your needs. Whether you use a standard fiscal year or a custom fiscal year, you can define individual fiscal years once for your entire organization. These fiscal year definitions allow you to use these fiscal periods throughout Salesforce.com including in reporting, opportunities, and forecasting. Tip: As a best practice, define your custom fiscal years after your current forecast. Also, update product schedules and forecasts whenever a custom fiscal year is created or changed.

See Also:
Setting the Fiscal Year

Standard Fiscal Years
Standard fiscal years are periods that follow the Gregorian calendar, but can start on the first day of any month of the year. Unlike custom fiscal year, standard fiscal years can be used by organizations that do not have customizable forecasting enabled.

Custom Fiscal Years
For companies that break down their fiscal years, quarters, and weeks into custom fiscal periods based on their financial planning requirements, Salesforce.com allows you to flexibly define these periods using custom fiscal years. For example, as part of a custom fiscal year, you can create a 13-week quarter represented by three periods of 4, 4, and 5 weeks, rather than calendar months. If you use a common fiscal year structure, such as 4-4-5 or a 13-period structure, you can rapidly define a fiscal year by simply specifying a start date and an included template. If your fiscal year structure is not included in the templates, you can easily modify a template. For example, if you use three fiscal quarters per year (a trimester) rather than four, delete or modify quarters and periods to meet your needs. Custom fiscal periods can be named based on your standards. For example, a fiscal period could be called “P2” or “February.” Fiscal years can be modified any time that you need to change their definition. For example, an extra week could be added to synchronize a custom fiscal year with a standard calendar in a leap year. Changes to fiscal year structure take effect immediately upon being saved.

Considerations When Enabling Custom Fiscal Years
Before enabling custom fiscal year, consider these issues: • • • • Once you enable custom fiscal years, you cannot disable it. However, you can define custom fiscal years that follow the same Gregorian calendar structure as the Salesforce.com standard fiscal years. Fiscal years will not be automatically created. The only fiscal years available are those that your organization defines. Forecasting cannot be used with custom fiscal years unless you have customizable forecasting enabled. To determine if you have customizable forecasting, see Do I Have Customizable Forecasting? on page 1893. Enabling or defining custom fiscal years impacts your forecasts, reports, and quotas.

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Customizing the Fiscal Year Structure

-

• • •

When you define a new custom fiscal year, or when you change the length of any fiscal period, all quotas for that year will be lost. When you define a new custom fiscal year, or when you change the length of any fiscal period, forecasts, forecast history, and forecast overrides are lost. Changing the length of a period may also affect the previous or next fiscal year and reports associated with it. Forecasts for periods before the first custom fiscal year will be saved and can be accessed as usual. Forecast reports for a period after the last defined fiscal year cannot be grouped by period, only by date. To ensure your forecast reports have the most updated amounts, view the forecast for the period included in the report before running a forecast report.

Your organization will not be able to use fiscal period columns in opportunity, opportunity with product, or opportunity with schedule reports. Opportunity list views will not include a fiscal period columns. When custom fiscal years are enabled, you can't use the FISCAL_MONTH(), FISCAL_QUARTER(), or FISCAL_YEAR() date functions in SOQL. For more information on SOQL date functions, see the Web Services API Developer's Guide.

Customizing the Fiscal Year Structure
Available in: All Editions

User Permissions Needed To define or edit fiscal years: To view fiscal years: “Customize Application” “View Setup and Configuration”

If your custom fiscal year needs a different structure than one available from the templates, you can use advanced customization to modify the details of your custom fiscal year definition. Custom fiscal years allow you to: • • • • Customize the period labels Reset the fiscal year to a template Add or remove fiscal periods Change the length of a fiscal week Caution: Changing the length of a fiscal year has an impact on forecasting and reporting. For detailed information on the impact, see “About Fiscal Years” in the Salesforce.com online help.

Customizing the Period Labels
The fiscal year period labels for forecasting and reporting are set by the default label values for the fiscal year periods. To change them, see Customizing the Fiscal Year Labels on page 403.

Resetting the Fiscal Year to a Template
During customization, if you want to return to a fiscal year template, select a template from the Reset Fiscal Year Structure drop-down list.

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Customizing the Fiscal Year Structure

Note: Resetting the fiscal year structure to a template removes all the customizations you made to the fiscal year.

Adding or Removing Fiscal Periods
You can easily add or remove fiscal periods (such as quarters, periods, or weeks) from the fiscal year structure. To add fiscal periods: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Click Edit for the fiscal year you want to edit. If it is not already expanded, expand the Advanced Customization section. Select the checkbox for the period before the new period. For example, if you want to add a new quarter, and you want it to be the second quarter, select the checkbox for the first quarter. 5. Click Insert. Note: The maximum number of fiscal periods is 250.

To remove a fiscal period: 1. 2. 3. 4. 5. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Click Edit for the fiscal year you want to edit. If it is not already expanded, expand the Advanced Customization section. Select the checkbox for the period you want to delete. Click Delete. Note: You must have at least one quarter, one period, and one week.

Changing the Length of a Fiscal Week
To change the length of fiscal periods: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Click Edit for the fiscal year you want to edit. If it is not already expanded, expand the Advanced Customization section. Choose the length from the Duration drop-down list for the fiscal week. Note: To change the duration of a fiscal period or quarter, insert or delete weeks, or change the length of weeks that compose the period or quarter.

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Customizing the Fiscal Year Labels

Once you have customized your fiscal year, preview the fiscal year definition. If it is correct, close the preview and click Save to save your fiscal year.

See Also:
Defining a Custom Fiscal Year About Fiscal Years Choosing a Custom Fiscal Year Template

Customizing the Fiscal Year Labels
Available in: All Editions

User Permissions Needed To define or edit fiscal years: To view fiscal years: “Customize Application” “View Setup and Configuration”

There are two ways to customize the labeling of your fiscal year: 1. Naming schemes and prefix choices 2. Fiscal year picklist customization

Fiscal Year Naming Schemes and Prefix Choices
When defining a custom fiscal year, you can choose the labeling scheme to use for your custom fiscal year. Each fiscal period type (quarter, period, and week) has a list of labeling schemes that you can select. Quarter Name Scheme Numbered by Year This option allows you to add the quarter number to the quarter label. The quarter label is a combination of the label for the quarter prefix and the quarter number. For example, if the quarter prefix is “Q”, the label for the third quarter Q3. To customize the quarter prefix, see Quarter Prefix on page 404. By default the number for each quarter is set by their order (the first quarter is labeled “1”), but you can customize it by selecting a different value from the quarter detail drop-down list. Custom Quarter Names This option allows you to set the quarter label to any name. The quarter label is set to the name you select from Quarter Name. By default the order of the quarter names is the same as the picklist order, but you can customize it by selecting a different value from the quarter detail drop-down list. Period Name Scheme Numbered By Year This option allows you to set the period label based on its position in the year. The period label is a combination of the period prefix and the period number. Period numbers do not reset in each quarter. For example, if the period

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Customizing the Fiscal Year Labels

prefix is “P,” the label for the sixth period is P6. To customize the Period Prefix, see Period Prefix on page 404. By default the number for each period is set by their order (the first period is labeled “1”), but you can customize it by selecting a different value from the period detail drop-down list. Numbered By Quarter This option allows you to set the period label based on its position in the quarter. The period label is a combination of the period prefix and the period number. Period numbers reset in each quarter. For example, if the period prefix is “P,” and the sixth period is the second period in the second quarter, its label is P2. To customize the period prefix, see Period Prefix on page 404. By default the number for each period is set by their order within the quarter (the first period in a quarter is labeled “1”), but you can customize it by selecting a different value from the period detail drop-down list. Standard Month Names This option allows you to set the period label to the month name of the start of the period. For example, if a period started on October 12 and ends on November 10, the period label would be October. Custom Period Names This option allows you to set the period label to any string. The period label is set to the string you select from Period Name. By default the order of the period names is the same as the picklist order, which you can customize by selecting a different value from the period detail drop-down list.

Fiscal Year Picklists
Review these custom picklists to customize the labels for your custom fiscal year.
Quarter Prefix

The quarter prefix picklist is a list of options for the text that prefixes the quarter number or name if your fiscal year uses the Numbered By Year quarter naming scheme. For example, if the fiscal quarter is called “Q4,” the “Q” is the quarter prefix.
Period Prefix

The period prefix picklist is a list of options for the text that prefixes the period number or name if your fiscal year uses the Numbered By Year period naming scheme. For example, if the fiscal quarter is called “P4,” the “P” is the period prefix.
Quarter Name

The quarter name picklist is a list of options for the quarter name if your fiscal year uses the Custom Quarter Names quarter naming scheme. For example, if you want to name your quarters for the seasons (Spring, Summer, Fall, and Winter), you could set the quarter name list to those values.
Period Name

The period name picklist is a list of options for the quarter name if your fiscal year uses the Custom Period Names quarter naming scheme. Similar to the quarter name picklist, you can choose meaningful names for the period name picklist.

Customizing Fiscal Year Names
To customize one of these picklists: 1. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. 2. Click Edit next to the appropriate picklist. For details on customizing the values of these picklists, see Additional Options for Updating Picklists on page 889.

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Choosing a Custom Fiscal Year Template

Choosing a Custom Fiscal Year Template
Available in: All Editions

User Permissions Needed To change your fiscal year: “Customize Application”

When defining a new custom fiscal year, your first step is to choose a custom fiscal year template. These templates are available to make it easier for you to define your custom fiscal year. They create a simple custom fiscal year that you can customize to meet your exact needs. Note: If you choose a template and realize that it is not the best one for your fiscal year definition, you can reset it at any time using the Reset Fiscal Year Structure option. For more information, see Customizing the Fiscal Year Structure on page 401. Choose one of three types of templates: 4 Quarters per Year, 13 Weeks per Quarter Choose one of these templates for your fiscal year if you want each quarter to have the same number of weeks per quarter. These templates all have 4 quarters, 12 periods, and 52 weeks per year. Each quarter is 13 weeks long and is composed of three periods. Two of the periods in each quarter are 4 weeks, and one is 5 weeks. In a 4-4-5 template, for example, the first and second period of a quarter are 4 weeks long, and the third period is 5 weeks long. Weeks are always 7 days long. A typical customization for these templates is to add extra weeks for leap years. 4-4-5 Within each quarter, period 1 has 4 weeks, period 2 has 4 weeks, and period 3 has 5 weeks 4-5-4 Within each quarter, period 1 has 4 weeks, period 2 has 5 weeks, and period 3 has 4 weeks 5-4-4 Within each quarter, period 1 has 5 weeks, period 2 has 4 weeks, and period 3 has 4 weeks 13 Periods per Year, 4 Weeks per Period Choose one of these templates if your fiscal year has more than 12 periods and if one quarter is longer than the other quarters. These templates all have 4 quarters per year, 13 periods per year, 3 or 4 periods per quarter, 53 weeks per year, and 4 weeks per period (5 weeks in the final period). Weeks generally have 7 days, but will include a short week at the end of a year. The most common customization for this type of template is to create or change the length of a short week. 3-3-3-4 Quarter 1 has 3 periods, quarter 2 has 3 periods, quarter 3 has 3 periods, and quarter 4 has 4 periods 3-3-4-3 Quarter 1 has 3 periods, quarter 2 has 3 periods, quarter 3 has 4 periods, and quarter 4 has 3 periods

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3-4-3-3 Quarter 1 has 3 periods, quarter 2 has 4 periods, quarter 3 has 3 periods, and quarter 4 has 3 periods 4-3-3-3 Quarter 1 has 4 periods, quarter 2 has 3 periods, quarter 3 has 3 periods, and quarter 4 has 3 periods Gregorian Calendar 12 months/year, standard Gregorian calendar. Unlike the other template styles, you cannot do advanced customization of a fiscal year that has been created from a Gregorian calendar template. You should only use this template if you want to create a fiscal year that follows the Gregorian calendar. This template mimics the functionality of standard fiscal years.

See Also:
Defining a Custom Fiscal Year About Fiscal Years

Defining a Custom Fiscal Year
Available in: All Editions

User Permissions Needed To view fiscal year: To change your fiscal year: “View Setup and Configuration” “Customize Application”

Before defining a custom fiscal year, enable custom fiscal years for your organization. See Enabling Custom Fiscal Years on page 398 for more information. Enabling custom fiscal years does not automatically define them. You must define all of your company's custom fiscal years so that they fit your company's calendar. If you have defined a custom fiscal year and you need to change it, you can edit the existing fiscal year definition. Custom fiscal years cannot be deleted. Instead of deleting an existing fiscal year, edit it until it meets your needs. Before defining or editing any custom fiscal years, be aware of its impact on forecasting, reports, and other objects by reviewing About Fiscal Years on page 399.

Defining a New Custom Fiscal Year
To define a new custom fiscal year: 1. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. 2. Click New. The Custom Fiscal Year template dialog opens. 3. Choose a template and click Continue to close the Custom Fiscal Year template dialog. For more information on the templates, see Choosing a Custom Fiscal Year Template on page 405.

406

Company Information

Defining a Custom Fiscal Year

4. Set the fiscal year start date, the fiscal year name, and choose the week start day. You can also add a description for the fiscal year. Note: If this is the first custom fiscal year you have defined, the Fiscal Year Start Date and the Week Start Date are set to today's date and day of week. If you have already defined a custom fiscal year, they will be set to the day after the last end date of your custom fiscal years. If you need to make changes other than the start date, year name, or week start day, see Customizing the Fiscal Year Structure on page 401. 5. Optionally, review the fiscal year definition by clicking on Preview. If it is correct, close the preview and click Save to save your fiscal year, or Save & New to save your fiscal year and define another fiscal year.

Editing a Custom Fiscal Year
To edit an existing custom fiscal year definition: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Company Profile ➤ Fiscal Year. Click a defined fiscal year name to review the details. Close the fiscal year preview to continue. Click Edit for the fiscal year you want to edit. Change the Fiscal Year Start Date, the Fiscal Year Name, Description, or Week Start Day. If changing the Fiscal Year Start Date causes this fiscal year to overlap with the previous fiscal year, or if it creates a gap between the fiscal years, the end date of the previous fiscal year will be changed to the day before the start of this fiscal year. If changing the end date will cause this fiscal year to overlap the next fiscal year, or if it creates a gap between the fiscal years, the start date of the next fiscal year will be changed to the day after the end of this fiscal year. Note: You cannot change the start or end date of a fiscal year that causes it to overlap with a fiscal year that is defined using a Gregorian year template. Caution: If you change the start or end date of any quarter, period, or week, all forecast data (including quotas, forecast history, and forecast overrides) that are within that date range, and all forecasts for date ranges automatically adjusted as a result of that change, will be lost. This includes end or start date changes resulting from inserting or deleting periods. 5. Click Preview. 6. Review the fiscal year definition. If it is correct, close the preview and click Save to save your fiscal year. If you need to make more detailed edits, see Customizing the Fiscal Year Structure on page 401. Note: Unless you specify them, the fiscal year period labels for forecasting and reporting will be set by the default label values for the fiscal year periods. If you would like to change them, see Customizing the Fiscal Year Labels on page 403.

See Also:
Setting the Fiscal Year Choosing a Custom Fiscal Year Template Additional Options for Updating Picklists About Fiscal Years

407

Company Information

Understanding Language, Locale, and Currency

Understanding Language, Locale, and Currency
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view company information: To change company information “View Setup and Configuration” “Customize Application”

The available personal setup options vary according to which Salesforce.com Edition you have.

The Salesforce.com settings for language, locale, time zone, and currency can affect how objects (Accounts, Leads, Opportunities, etc.) are handled. In a single currency organization, the Salesforce.com administrators set the currency locale, default language, default locale, and default time zone for their organizations and the users can set their individual language, locale, and time zone. In a multiple currency organization, the Salesforce.com administrators set the corporate currency, default language, default locale, and default time zone for their organizations and the users can set their individual currency, language, locale, and time zone. Note: Single language organizations cannot change their language, although they can change their locale.

Setting
Currency

Who can edit the setting User in a multiple currency organization

How to edit the setting Go to Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information ➤ Edit and select a currency from the activated currencies drop-down list. Go to Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies ➤ Change Corporate and select a currency from the New
Corporate Currency

Description and effects of the setting User’s default currency for quotas, forecasts, and reports. Shown only in organizations using multiple currencies. This must be one of the active currencies for the organization. The currency in which the organization's corporate headquarters reports revenue. Serves as the basis for all currency conversion rates. Only for organizations that use multiple currencies.

Corporate Currency

Administrator in a multiple currency organization

drop-down list. To add a currency, click New, select a currency from the supported currency drop-down list, enter a conversion rate, enter the number of decimal places you want, and click

408

Company Information

Understanding Language, Locale, and Currency

Setting

Who can edit the setting

How to edit the setting Save or Save & New to add another currency.

Description and effects of the setting

Currency Locale

Administrator in a single currency organization

Go to Your Name ➤ Setup ➤ Company Profile ➤ Company Information ➤ Edit and select a currency from the supported currency drop-down list. Not editable

The country or geographic region in which the organization is located. The setting affects the format of currency amounts. For single currency organizations only. User's default currency setting for new records. Available only for organizations that use multiple currencies. The default language that is selected for new users in the organization. This setting determines the language used for the user interface text and help. In all editions except Personal Edition, individual users can separately set the language for their own login, which will override the organization setting. In Group Edition, this field is called Display Language. This setting also determines the language in which all customizations—such as custom fields, tabs, and user interface options—are stored. For customizations, individual users' language settings do not override this setting.

Default Currency ISO Code

Not editable

Default Language

Administrator

Go to Your Name ➤ Setup ➤ Company Profile ➤ Company Information ➤ Edit and select a language from the supported language drop-down list.

Default Locale

Administrator

Go to Your Name ➤ Setup ➤ Company Profile ➤ Company Information ➤ Edit and select a locale from the supported locale drop-down list.

The default country or geographic region that is selected for new users in the organization. This setting determines the format of dates, times, and names in Salesforce.com. In Contact Note: Locale names Manager, Group, Professional, with a country in Enterprise, Unlimited, and Developer Edition

409

Company Information

Understanding Language, Locale, and Currency

Setting

Who can edit the setting

How to edit the setting

Description and effects of the setting

parentheses also set a organizations, individual users default currency can set their personal locale, which overrides the organization setting. In Group Edition, this field is called Locale.
Default Time Zone

Administrator

Go to Your Name ➤ Setup ➤ Company Profile ➤ Company Information ➤ Edit and select a time zone from the supported time zone drop-down list.

Primary time zone in which the organization is located. A user's individual Time Zone setting overrides the organization's Default Time Zone setting. Note: Organizations in Arizona should select “Mountain Standard Time,” and organizations in parts of Indiana that do not follow Daylight Savings Time should select “Eastern Standard Time.”

Information Currency

Not editable

Not editable

The default currency for all currency amount fields in the user record. Available only for organizations that use multiple currencies. The primary language for the user. All text and online help is displayed in this language. In Professional, Enterprise, and Unlimited Edition organizations, a user’s individual Language setting overrides the organization’s Default Language. Not available in Personal Edition, Contact Manager, or Group Edition™. The organization’s Display Language applies to all users.

Language

User

Go to Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information ➤ Edit and select a language from the supported language drop-down list.

410

Company Information

Understanding Language, Locale, and Currency

Setting
Locale

Who can edit the setting User

How to edit the setting Go to Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information ➤ Edit and select a locale from the supported locale drop-down list.

Description and effects of the setting Country or geographic region in which user is located.

The Locale setting affects the format of date, date/time, and number fields, and the calendar. For example, dates Note: Locale names in the English (United States) with a country in locale display as 06/30/2000 parentheses also set a and as 30/06/2000 in the default currency English (United Kingdom) locale. Times in the English (United States) locale display using a twelve-hour clock with AM and PM (for example, 2:00 PM), whereas in the English (United Kingdom) locale, they display using a twenty-four-hour clock (for example, 14:00). The Locale setting also affects the first and last name order on Name fields for users, leads, and contacts. For example, Bob Johnson in the English (United States) locale displays as Bob Johnson, whereas the Chinese (China) locale displays the name as Johnson Bob. For Personal Edition users, the locale is set at the organization level via Your Name ➤ Setup ➤ Company Profile ➤ Company Information. For all other users, their personal locale, available at Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information, overrides the organization setting.

411

Company Information

Supported Currencies

Setting
Time Zone

Who can edit the setting User

How to edit the setting Go to Your Name ➤ Setup ➤ My Personal Information ➤ Personal Information ➤ Edit and select a time zone from the supported time zone drop-down list.

Description and effects of the setting Primary time zone in which user works. Users in Arizona should select the setting with “America/Phoenix,” and users in parts of Indiana that do not follow Daylight Savings Time should select the setting with “America/Indianapolis.”

Links to ISO codes, UI names. Add restrictions (part of distribution).

See Also:
About Company Information

Supported Currencies
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view company information: To change company information: “View Setup and Configuration” “Customize Application”

The available personal setup options vary according to which Salesforce.com Edition you have.

Salesforce.com supported currencies: Currency Name Afghanistan Afghani Albanian Lek Algerian Dinar Angola Kwanza Argentine Peso Armenian Dram Aruba Florin Currency Code AFN ALL DZD AOA ARS AMD AWG

412

Company Information

Supported Currencies

Currency Name Australian Dollar Azerbaijanian Manat Bahamian Dollar Bahraini Dinar Bangladesh Taka Barbados Dollar Belarussian Ruble Belize Dollar Bermuda Dollar Bhutan Ngultrum Bolivia Mvdol Bolivian Boliviano Botswana Pula Brazilian Real British Pound Brunei Dollar Bulgaria Lev Burundi Franc Cambodia Riel Canadian Dollar Cape Verde Escudo Cayman Islands Dollar CFA Franc (BCEAO) CFA Franc (BEAC) Chilean Peso Chinese Renminbi Chinese Yuan Colombian Peso Comoros Franc Convertible Marks Costa Rica Colon

Currency Code AUD AZN BSD BHD BDT BBD BYR BZD BMD BTN BOV BOB BWP BRL GBP BND BGN BIF KHR CAD CVE KYD XOF XAF CLP CN CNY COP KMF BAM CRC

413

Company Information

Supported Currencies

Currency Name Croatian Kuna Cuban Peso Czech Koruna Danish Krone Dijibouti Franc Dominican Peso East Caribbean Dollar Egyptian Pound Eritrea Nakfa Estonian Kroon Ethiopian Birr Euro Falkland Islands Pound Fiji Dollar Franc Congolais Gambian Dalasi Georgia Lari Ghanian Cedi Gibraltar Pound Guatemala Quetzal Guinea Franc Guyana Dollar Haiti Gourde Honduras Lempira Hong Kong Dollar Hungarian Forint Iceland Krona Indian Rupee Indonesian Rupiah Iranian Rial Iraqi Dinar

Currency Code HRK CUP CZK DKK DJF DOP XCD EGP ERN EEK ETB EUR FKP FJD CDF GMD GEL GHS GIP GTQ GNF GYD HTG HNL HKD HUF ISK INR IDR IRR IQD

414

Company Information

Supported Currencies

Currency Name Israeli Shekel Jamaican Dollar Japanese Yen Jordanian Dinar Kazakhstan Tenge Kenyan Shilling Korean Won Kuwaiti Dinar Kyrgyzstan Som Lao Kip Latvian Lat Lebanese Pound Lesotho Loti Liberian Dollar Libyan Dinar Lithuanian Lita Macau Pataca Macedonian Denar Malagasy Ariary Malawi Kwacha Malaysian Ringgit Maldives Rufiyaa Mauritania Ougulya Mauritius Rupee Mexican Peso Mexican Unidad de Inversion (UDI) Moldovan Leu Mongolian Tugrik Moroccan Dirham Mozambique Metical Myanmar Kyat

Currency Code ILS JMD JPY JOD KZT KES KRW KWD KGS LAK LVL LBP LSL LRD LYD LTL MOP MKD MGA MWK MYR MVR MRO MUR MXN MXV MDL MNT MAD MZN MMK

415

Company Information

Supported Currencies

Currency Name Namibian Dollar Nepalese Rupee Neth Antilles Guilder New Zealand Dollar Nicaragua Cordoba Nigerian Naira North Korean Won Norwegian Krone Omani Rial Pacific Franc Pakistani Rupee Panama Balboa Papua New Guinea Kina Paraguayan Guarani Peruvian Nuevo Sol Philippine Peso Polish Zloty Qatar Rial Romanian Leu Russian Rouble Rwanda Franc Samoa Tala Sao Tome Dobra Saudi Arabian Riyal Serbian Dinar Seychelles Rupee Sierra Leone Leone Singapore Dollar Solomon Islands Dollar Somali Shilling South African Rand

Currency Code NAD NPR ANG NZD NIO NGN KPW NOK OMR XPF PKR PAB PGK PYG PEN PHP PLN QAR RON RUB RWF WST STD SAR RSD SCR SLL SGD SBD SOS ZAR

416

Company Information

Supported Currencies

Currency Name Sri Lanka Rupee St Helena Pound Sudanese Pound Surinam Dollar Swaziland Lilageni Swedish Krona Swiss Franc Syrian Pound Taiwan Dollar Tajik Ruble Tanzanian Shilling Thai Baht Tonga Pa'anga Trinidad&Tobago Dollar Tunisian Dinar Turkish Lira Turkmenistan Manat U.S. Dollar UAE Dirham Ugandan Shilling Ukraine Hryvnia Unidades de fomento Uruguayan New Peso Uzbekistan Sum Vanuatu Vatu Venezuelan Bolivar Fuerte Vietnam Dong Yemen Riyal Yugoslav Dinar Zambian Kwacha

Currency Code LKR SHP SDG SRD SZL SEK CHF SYP TWD TJS TZS THB TOP TTD TND TRY TMT USD AED UGX UAH CLF UYU UZS VUV VEF VND YER CSD ZMK

417

Company Information

Supported Locales

Currency Name Zimbabwe Dollar

Currency Code ZWD

See Also:
Understanding Language, Locale, and Currency

Supported Locales
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view company information: To change company information: “View Setup and Configuration” “Customize Application”

The available personal setup options vary according to which Salesforce.com Edition you have.

The Salesforce.com locale settings determine the following display formats: • • • • Date and time Users's Names Addresses Commas and periods in numbers

Locale names with a country in parentheses also set a default currency. Name Arabic Code ar Default currency Date and time format 02/01/2008 04:30 PM Time format Number format 06:00   1,234.56 Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country Arabic ar_AE (United Arab Emirates) UAE Dirham: 02/01/2008 AED 04:30 PM 06:00   1,234.56 Ms. FName LName Address Line 1, Address Line 2

418

Company Information

Supported Locales

Name

Code

Default currency

Date and time format

Time format Number format

Name format Address format City, State ZipCode Country

Arabic (Bahrain)

ar_BH

Bahraini Dinar: BHD

02/01/2008 04:30 PM

06:00  

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Arabic (Egypt)

ar_EG

Egyptian Pound EGP

02/01/2008 04:30 PM

06:00  

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Arabic ( Jordan)

ar_JO

Jordanian Dinar: JOD

02/01/2008 04:30 PM

06:00  

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Arabic (Kuwait)

ar_KW

Kuwaiti 02/01/2008 Dinar: KWD 04:30 PM

06:00  

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Arabic (Lebanon)

ar_LB

Lebanese Pound: LBP

02/01/2008 04:30 PM

06:00  

1,234.56

Ms. FName LName

Address Line 1, Address Line 2

419

Company Information

Supported Locales

Name

Code

Default currency

Date and time format

Time format Number format

Name format Address format City, State ZipCode Country

Arabic (Saudi ar_SA Arabia)

Saudi Arabian 02/01/2008 Riyal: SAR 04:30 PM

06:00  

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Bulgarian

bg

2008-1-2 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Bulgarian (Bulgaria)

bg_BG

Bulgaria Lev: 2008-1-2 BGN 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Catalan

ca

02/01/2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Catalan (Spain)

ca_ES

Euro: EUR

02/01/2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2

420

Company Information

Supported Locales

Name

Code

Default currency

Date and time format

Time format Number format

Name format Address format City, State ZipCode Country

Czech

cs

2.1.2008 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Czech (Czech cs_CZ Republic)

Czech 2.1.2008 Koruna: CZK 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Danish

da

02-01-2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Danish (Denmark)

da_DK

Danish Krone: DKK

02-01-2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

German

de

02.01.2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2

421

Company Information

Supported Locales

Name

Code

Default currency

Date and time format

Time format Number format

Name format Address format ZipCode City State Country

German (Austria)

de_AT

Euro: EUR

02.01.2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 ZipCode City State Country

German de_CH (Switzerland)

Swiss Franc: CHF

02.01.2008 16:30

06:00

1'234.56

Ms. FName LName

Address Line 1, Address Line 2 ZipCode City State Country

German (Germany)

de_DE

Euro: EUR

02.01.2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 ZipCode City State Country

German de_LU (Luxembourg)

Euro: EUR

02.01.2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 ZipCode City State Country

Greek

el

2/1/2008 4:30 6:00  μ PM

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

422

Company Information

Supported Locales

Name Greek (Greece)

Code el_GR

Default currency Greek Drachma: EUR

Date and time format

Time format Number format 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

2/1/2008 4:30 6:00  μ PM

English (Australia)

en_AU

Australian 2/01/2008 Dollar: AUD 4:30 PM

6:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (Barbados)

en_BB

Barbados Dollar: BBD

1/2/2008 4:30 6:00 AM PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (Bermuda)

en_BM

Bermuda 1/2/2008 4:30 6:00 AM Dollar: BMD PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (Canada)

en_CA

Canadian 02/01/2008 Dollar: CAD 4:30 PM

6:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

423

Company Information

Supported Locales

Name English (United Kingdom)

Code en_GB

Default currency British Pound: GBP

Date and time format 02/01/2008 16:30

Time format Number format 06:00 1,234.56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

English (Ghana)

en_GH

Ghanian Cedi 1/2/2008 4:30 6:00 AM (New): GHS PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (Indonesia)

en_ID

Indonesian 1/2/2008 4:30 6:00 AM Rupiah: IDR PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (Ireland)

en_IE

Euro: EUR

02/01/2008 16:30

06:00

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (India)

en_IN

Indian rupee: 2/1/2008 4:30 6:00 AM INR PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

424

Company Information

Supported Locales

Name English (Malaysia)

Code en_MY

Default currency Malaysian Dollar (Ringgit): MYR

Date and time format

Time format Number format 1,234.56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

1/2/2008 4:30 6:00 AM PM

English (Nigeria)

en_NG

Nigerian Naira: NGN

1/2/2008 4:30 6:00 AM PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (New en_NZ Zealand)

New Zealand 2/01/2008 Dollar: NZD 4:30 PM

6:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (Philippines)

en_PH

Philippines Peso: PHP

1/2/2008 4:30 6:00 AM PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

English (Singapore)

en_SG

Singapore 1/2/2008 4:30 6:00 AM Dollar: SGD PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

425

Company Information

Supported Locales

Name English (United States)

Code en_US

Default currency U.S. Dollar: USD

Date and time format

Time format Number format 1,234.56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

1/2/2008 4:30 6:00 AM PM

English en_ZA (South Africa)

South African 2008/01/02 Rand: ZAR 4:30 PM

6:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish

es

2/01/2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Argentina)

es_AR

Argentine Peso: ARS

02/01/2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Bolivia)

es_BO

Bolivian Boliviano: BOB

02-01-2008 04:30 PM

06:00 AM

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

426

Company Information

Supported Locales

Name Spanish (Chile)

Code es_CL

Default currency

Date and time format

Time format Number format 06:00 AM 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Chilean Peso: 02-01-2008 CLP 04:30 PM

Spanish (Colombia)

es_CO

Colombian Peso: COP

2/01/2008 04:30 PM

06:00 AM

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Costa Rica)

es_CR

Costa Rica Colon: CRC

02/01/2008 04:30 PM

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Dominican Republic)

es_DO

Dominican Republic Peso: DOP

01/02/2008 04:30 PM

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Ecuador)

es_EC

CFA Franc (BEAC): XAF

02/01/2008 04:30 PM

06:00 AM

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

427

Company Information

Supported Locales

Name Spanish (Spain)

Code es_ES

Default currency Euro: EUR

Date and time format 2/01/2008 16:30

Time format Number format 6:00 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Guatemala)

es_GT

Guatemala Quetzal: GTQ

2/01/2008 04:30 PM

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Honduras)

es_HN

Honduras Lempira: HNL

01-02-2008 04:30 PM

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Mexico)

es_MX

Mexican 2/01/2008 Unidad de 04:30 PM Inversion (UDI): MXV

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Panama)

es_PA

Panama Balboa: PAB US Dollar: USD

01/02/2008 04:30 PM

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

428

Company Information

Supported Locales

Name Spanish (Peru)

Code es_PE

Default currency Peruvian Nuevo Sol: PEN

Date and time format 02/01/2008 04:30 PM

Time format Number format 06:00 AM 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Spanish es_PR (Puerto Rico)

U.S. Dollar: USD

01-02-2008 04:30 PM

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Paraguay)

es_PY

Paraguayan Guarani: PYG

02/01/2008 04:30 PM

06:00 AM

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (El Salvador)

es_SVUS

U.S. Dollar: USD

01-02-2008 04:30 PM

06:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Spanish (Uruguay)

es_UY

Uruguayan New Peso: UYU

02/01/2008 04:30 PM

06:00 AM

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

429

Company Information

Supported Locales

Name Spanish (Venezuela)

Code es_VE

Default currency Venezuelan Bolivar Fuerte: VEF

Date and time format 02/01/2008 04:30 PM

Time format Number format 06:00 AM 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Estonian (Estonia)

et_EE

Estonian Kroon: EEK

2.01.2008 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Finnish

fi

2.1.2008 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Finnish (Finland)

fi_FI

Euro: EUR

2.1.2008 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

French

fr

02/01/2008 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

430

Company Information

Supported Locales

Name French (Belgium)

Code fr_BE

Default currency Euro: EUR

Date and time format 2/01/2008 16:30

Time format Number format 6:00 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

French (Canada)

fr_CA

Canadian 2008-01-02 Dollar: CAD 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

French fr_CH (Switzerland)

Swiss Franc: CHF

02.01.2008 16:30

06:00

1'234.56

Ms. FName LName

Address Line 1, Address Line 2 City Country State ZipCode

French (France)

fr_FR

Euro: EUR

02/01/2008 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

French fr_LU (Luxembourg)

Euro: EUR

02/01/2008 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

431

Company Information

Supported Locales

Name French (Monaco)

Code fr_MC

Default currency Moroccan Dirham: MAD

Date and time format 02/01/2008 16:30

Time format Number format 06:00 1 234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Croatian (Croatia)

hr_HR

Croatian Kuna: HRK

02.01.2008. 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Hungarian

hu

2008.01.02. 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Armenian (Armenia)

hy_AM

Armenian 1/2/2008 4:30 6:00 AM Dram: AMD PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Indonesian

in

2008/01/02 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

432

Company Information

Supported Locales

Name Icelandic (Iceland)

Code is_IS

Default currency Iceland Krona: ISK

Date and time format 2.1.2008 16:30

Time format Number format 06:00 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Italian

it

02/01/2008 16.30

6.00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Italian it_CH (Switzerland)

Swiss Franc: CHF

02.01.2008 16:30

06:00

1'234.56

Ms. FName LName

Address Line 1, Address Line 2 City Country State ZipCode

Italian (Italy) it_IT

Euro: EUR

02/01/2008 16.30

6.00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Hebrew

iw

16:30 02/01/2008

06:00

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

433

Company Information

Supported Locales

Name Hebrew (Israel)

Code iw_IL

Default currency

Date and time format

Time format Number format 06:00 1,234.56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Israeli Shekel: 16:30 ILS 02/01/2008

Japanese

ja

2008/01/02 16:30

6:00

1,234.56

LName FName

Country ZipCode State City Address Line 1, Address Line 2

Japanese ( Japan)

ja_JP

Japanese Yen: 2008/01/02 JPY 16:30

6:00

1,234.56

LName FName

Country ZipCode State City Address Line 1, Address Line 2

Georgian

ka

1/2/2008 4:30 6:00 AM PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Georgian (Georgia)

ka_GE

Georgian Lari: GEL

1/2/2008 4:30 6:00 AM PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

434

Company Information

Supported Locales

Name

Code

Default currency Kazakhstan Tenge: KZT

Date and time format

Time format Number format 1,234.56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Kazakh kk_KZ (Kazakhstan)

1/2/2008 4:30 6:00 AM PM

Khmer (Cambodia)

km_KH

Cambodia Riel: KHR

1/2/2008 4:30 6:00 AM PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Korean

ko

2008. 1. 2 PM    6:00 4:30

1,234.56

LName FName

Country ZipCode State City Address Line 1, Address Line 2

Korean ko_KR (South Korea)

Korean Won: 2008. 1. 2 PM    6:00 KRW 4:30

1,234.56

LName FName

Country ZipCode State City Address Line 1, Address Line 2

Lithuanian (Lithuania)

lt_LT

Lithuanian Lita: LTL

2008.1.2 16.30

06.00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

435

Company Information

Supported Locales

Name Latvian (Latvia)

Code lv_LV

Default currency Latvian Lat: LVL

Date and time format 2008.2.1 16:30

Time format Number format 06:00 1 234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Malay (Malaysia)

ms_MY

Malaysian 02/01/2008 Ringgit: MYR 4:30 PM

6:00 AM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Dutch

nl

2-1-2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Dutch (Belgium)

nl_BE

Euro: EUR

2/01/2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Dutch nl_NL (Netherlands)

Euro: EUR

2-1-2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

436

Company Information

Supported Locales

Name Dutch (Suriname)

Code nl_SR

Default currency Surinam Dollar: SRD

Date and time format 2-1-2008 16:30

Time format Number format 6:00 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Norwegian

no

02.01.2008 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Norwegian (Norway)

no_NO

Norwegian 02.01.2008 Krone: NOK 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Polish

pl

2008-01-02 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Portuguese

pt

02-01-2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

437

Company Information

Supported Locales

Name Portuguese (Angola)

Code pt_AO

Default currency Angola Kwanza: AOA

Date and time format 02-01-2008 16:30

Time format Number format 6:00 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Portuguese (Brazil)

pt_BR

Brazilian Real: BRL

02/01/2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Portuguese (Portugal)

pt_PT

Euro: EUR

02-01-2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Romanian

ro

02.01.2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Romanian (Romania)

ro_RO

Romanian Leu (New): RON

02.01.2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

438

Company Information

Supported Locales

Name Russian

Code ru

Default currency

Date and time format 02.01.2008 16:30

Time format Number format 6:00 1 234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Russian (Russia)

ru_RU

Russian 02.01.2008 Rouble: RUB 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Serbian (Latin)

sh

02.01.2008. 16:30

06.00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Serbian sh_BA (Latin) (Bosnia and Herzegovina)

Convertible Mark: BAM

02.01.2008. 16:30

06.00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Serbian sh_CS (Latin) (Serbia and Montenegro)

Serbian Dinar 02.01.2008. (Serbia): CSD 16:30 Euro (Montenegro): EUR

06.00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

439

Company Information

Supported Locales

Name Slovak

Code sk

Default currency

Date and time format 2.1.2008 16:30

Time format Number format 6:00 1 234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Slovak (Slovakia)

sk_SK

Euro: EUR

2.1.2008 16:30

6:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Slovenian (Slovenia)

sl_SI

Euro: EUR

2.1.08 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Serbian

sr

2.1.2008. 16.30

06.00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Serbian sr_BA (Bosnia and Herzegovina)

Convertible Mark: BAM

2008-01-02 16:30

06.00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

440

Company Information

Supported Locales

Name

Code

Default currency

Date and time format

Time format Number format 06.00 1.234,56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

Serbian sr_CS (Serbia and Montenegro)

Serbian Dinar 2.1.2008. (Serbia): CSD 16.30 Euro (Montenegro): EUR

Swedish

sv

2008-01-02 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Swedish (Sweden)

sv_SE

Swedish Krona: SEK

2008-01-02 16:30

06:00

1 234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Thai

th

2/1/2008, 16:30  .

6:00  .

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Thai (Thailand)

th_TH

Thai Baht: THB

2/1/2551, 16:30  .

6:00  .

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

441

Company Information

Supported Locales

Name Tagalog

Code tl

Default currency

Date and time format

Time format Number format 1,234.56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

1/2/2008 4:30 6:00 AM PM

Tagalog (Philippines)

tl_PH

Philippines Peso: PHP

1/2/2008 4:30 6:00 AM PM

1,234.56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Turkish

tr

02.01.2008 16:30

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Ukrainian

uk

02.01.2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Ukrainian (Ukraine)

uk_UA

Ukraine Hryvnia: UAH

02.01.2008 16:30

6:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

442

Company Information

Supported Locales

Name Urdu (Pakistan)

Code ur_PK

Default currency Pakistani Rupee: PKR

Date and time format

Time format Number format 1,234.56

Name format Address format Ms. FName LName Address Line 1, Address Line 2 City, State ZipCode Country

1/2/2008 4:30 6:00 AM PM

Vietnamese

vi

16:30 02/01/2008

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Vietnamese (Vietnam)

vi_VN

Vietnam Dong: VND

16:30 02/01/2008

06:00

1.234,56

Ms. FName LName

Address Line 1, Address Line 2 City, State ZipCode Country

Chinese

zh

2008-1-2 PM4:30

  6:00

1,234.56

LName FName

Country ZipCode State City Address Line 1, Address Line 2

Chinese (China)

zh_CN

Chinese Yuan: CNY

2008-1-2 PM4:30

  6:00

1,234.56

LName FName

Country ZipCode State City Address Line 1, Address Line 2

443

Company Information

Supported Time Zones

Name

Code

Default currency

Date and time format

Time format Number format   6:00 1,234.56

Name format Address format LName FName Country ZipCode State City Address Line 1, Address Line 2

Chinese zh_HK (Hong Kong)

Hong Kong 2008 1 2  Dollar: HKD PM4:30

Chinese (Taiwan)

zh_TW

Taiwan 2008/1/2 PM    6:00 Dollar: TWD 4:30

1,234.56

LName FName

Country ZipCode State City Address Line 1, Address Line 2

See Also:
Understanding Language, Locale, and Currency

Supported Time Zones
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view company information: To change company information: “View Setup and Configuration” “Customize Application”

The available personal setup options vary according to which Salesforce.com Edition you have.

Salesforce.com supported times zones and codes (in chronological order): Time Zone Code GMT+14:00 GMT+13:00 Time Zone Name Line Is. Time (Pacific/Kiritimati) Phoenix Is. Time (Pacific/Enderbury)

444

Company Information

Supported Time Zones

Time Zone Code GMT+13:00 GMT+12:45 GMT+12:00 GMT+12:00 GMT+12:00 GMT+11:30 GMT+11:00 GMT+10:30 GMT+10:00 GMT+10:00 GMT+09:30 GMT+09:30 GMT+09:00 GMT+09:00 GMT+08:00 GMT+08:00 GMT+08:00 GMT+08:00 GMT+08:00 GMT+08:00 GMT+08:00 GMT+07:00 GMT+07:00 GMT+07:00 GMT+06:30 GMT+06:00 GMT+05:45 GMT+05:30 GMT+05:30 GMT+05:00 GMT+05:00

Time Zone Name Tonga Time (Pacific/Tongatapu) Chatham Daylight Time (Pacific/Chatham) Petropavlovsk-Kamchatski Time (Asia/Kamchatka) New Zealand Daylight Time (Pacific/Auckland) Fiji Time (Pacific/Fiji) Norfolk Time (Pacific/Norfolk) Solomon Is. Time (Pacific/Guadalcanal) Lord Howe Summer Time (Australia/Lord_Howe) Eastern Standard Time (Queensland) Eastern Summer Time (New South Wales) Central Summer Time (South Australia) Central Standard Time (Northern Territory) Korea Standard Time (Asia/Seoul) Japan Standard Time (Asia/Tokyo) Hong Kong Time (Asia/Hong_Kong) Malaysia Time (Asia/Kuala_Lumpur) Philippines Time (Asia/Manila) China Standard Time (Asia/Shanghai) Singapore Time (Asia/Singapore) China Standard Time (Asia/Taipei) Western Standard Time (Australia) Indochina Time (Asia/Bangkok) West Indonesia Time (Asia/Jakarta) Indochina Time (Asia/Saigon) Myanmar Time (Asia/Rangoon) Bangladesh Time (Asia/Dacca) Nepal Time (Asia/Katmandu) India Standard Time (Asia/Calcutta) India Standard Time (Asia/Colombo) Pakistan Summer Time (Asia/Karachi) Uzbekistan Time (Asia/Tashkent)

445

Company Information

Supported Time Zones

Time Zone Code GMT+05:00 GMT+04:30 GMT+04:00 GMT+04:00 GMT+03:30 GMT+03:00 GMT+03:00 GMT+03:00 GMT+03:00 GMT+03:00 GMT+02:00 GMT+02:00 GMT+02:00 GMT+02:00 GMT+02:00 GMT+02:00 GMT+02:00 GMT+02:00 GMT+01:00 GMT+01:00 GMT+01:00 GMT+01:00 GMT+01:00 GMT+01:00 GMT+00:00 GMT+00:00 GMT+00:00 GMT+00:00 GMT-01:00 GMT-02:00 GMT-03:00

Time Zone Name Yekaterinburg Time (Asia/Yekaterinburg) Afghanistan Time (Asia/Kabul) Gulf Standard Time (Asia/Dubai) Georgia Time (Asia/Tbilisi) Iran Standard Time (Asia/Tehran) Eastern African Time (Africa/Nairobi) Arabia Standard Time (Asia/Baghdad) Arabia Standard Time (Asia/Kuwait) Arabia Standard Time (Asia/Riyadh) Moscow Standard Time (Europe/Moscow) Eastern European Time (Africa/Cairo) South Africa Standard Time (Africa/Johannesburg) Israel Standard Time (Asia/Jerusalem) Eastern European Time (Europe/Athens) Eastern European Time (Europe/Bucharest) Eastern European Time (Europe/Helsinki) Eastern European Time (Europe/Istanbul) Eastern European Time (Europe/Minsk) Central European Time (Europe/Amsterdam) Central European Time (Europe/Berlin) Central European Time (Europe/Brussels) Central European Time (Europe/Paris) Central European Time (Europe/Prague) Central European Time (Europe/Rome) Irish Summer Time (Europe/Dublin) Western European Summer Time (Europe/Lisbon) British Summer Time (Europe/London) Greenwich Mean Time (GMT) Cape Verde Time (Atlantic/Cape_Verde) South Georgia Standard Time (Atlantic/South_Georgia) Argentine Summer Time (America/Buenos_Aires)

446

Company Information

Supported Time Zones

Time Zone Code GMT-03:00 GMT-03:30 GMT-04:00 GMT-04:00 GMT-04:00 GMT-04:00 GMT-04:30 GMT-05:00 GMT-05:00 GMT-05:00 GMT-05:00 GMT-05:00 GMT-06:00 GMT-06:00 GMT-06:00 GMT-07:00 GMT-07:00 GMT-08:00 GMT-08:00 GMT-09:00 GMT-10:00 GMT-11:00 GMT-11:00

Time Zone Name Brasilia Summer Time (America/Sao_Paulo) Newfoundland Daylight Time (America/St_Johns) Atlantic Daylight Time (America/Halifax) Atlantic Standard Time (America/Puerto_Rico) Chile Summer Time (America/Santiago) Atlantic Daylight Time (Atlantic/Bermuda) Venezuela Time (America/Caracas) Colombia Time (America/Bogota) Eastern Daylight Time (America/Indianapolis) Peru Time (America/Lima) Eastern Daylight Time (America/New_York) Eastern Standard Time (America/Panama) Central Daylight Time (America/Chicago) Central Standard Time (America/El_Salvador) Central Standard Time (America/Mexico_City) Mountain Daylight Time (America/Denver) Mountain Standard Time (America/Phoenix) Pacific Daylight Time (America/Los_Angeles) Pacific Standard Time (America/Tijuana) Alaska Daylight Time (America/Anchorage) Hawaii Standard Time (Pacific/Honolulu) Niue Time (Pacific/Niue) Samoa Standard Time (Pacific/Pago_Pago)

See Also:
Understanding Language, Locale, and Currency

447

Company Information

Company Information Fields

Company Information Fields
The available fields vary according to which Salesforce.com Edition you have.

The Company Information page has the following fields (listed in alphabetical order), including the user and feature licenses purchased for your organization. Field
Active Salesforce.com Users Address

Description Number of active Salesforce.com users for the organization. Street address of the organization. Up to 255 characters are allowed in this field. Allow administrators in your organization to choose whether they want to receive administrator-targeted promotional emails from salesforce.com. The total number of API requests issued by the organization in the last 24 hours. The maximum number of requests depends on your Edition. For a list of request limits by Edition, see Force.com API Usage Limits on page 1787. For more information about API usage notification, see About API Usage Notifications on page 774 or the Web Services API Developer's Guide. City in which organization is located. Up to 40 characters are allowed in this field. The currency in which the organization's corporate headquarters reports revenue. Serves as the basis for all currency conversion rates. Only for organizations that use multiple currencies. Country in which organization is located. Up to 40 characters are allowed in this field. User who signed up the organization, including creation date and time. (Read only) The country or geographic region in which the organization is located. The setting affects the format of currency amounts. For single currency organizations only. The default language that is selected for new users in the organization. This setting determines the language used for the user interface text and help. In all editions except Personal Edition, individual users can separately set the language for their own login, which will override the organization setting. In Group Edition, this field is called Display Language.

Admin Newsletter

API Requests, Last 24 Hours

City

Corporate Currency

Country

Created By

Currency Locale

Default Language

448

Company Information

Company Information Fields

Field

Description This setting also determines the language in which all customizations—such as custom fields, tabs, and user interface options—are stored. For customizations, individual users' language settings do not override this setting.

Default Locale

The default country or geographic region that is selected for new users in the organization. This setting determines the format of dates, times, and names in Salesforce.com. In Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Edition organizations, individual users can set their personal locale, which overrides the organization setting. In Group Edition, this field is called Locale. Primary time zone in which the organization is located. A user's individual Time Zone setting overrides the organization's Default Time Zone setting. Note: Organizations in Arizona should select “Mountain Standard Time,” and organizations in parts of Indiana that do not follow Daylight Savings Time should select “Eastern Standard Time.”

Default Time Zone

Division

Group or division that uses the service, for example, PC Sales Group. Up to 40 characters are allowed in this field. Fax number. Up to 40 characters are allowed in this field. If using a standard fiscal year, the starting month and year for the organization’s fiscal year. If using a custom fiscal year, the value will be “Custom Fiscal Year.” Select this checkbox to prevent advance notices about planned system downtime from displaying to users when they log in to Salesforce.com. Select this checkbox to prevent advance notices about planned system maintenance from displaying to users when they log in to Salesforce.com. User who last changed the company information, including modification date and time. (Read only) Allow users in your organization to choose whether they want to receive user-targeted promotional emails from salesforce.com. Name of the organization. Up to 80 characters are allowed in this field. Main phone number at organization. Up to 40 characters are allowed in this field.

Fax Fiscal Year Starts In

Hide Notices About System Downtime

Hide Notices About System Maintenance

Modified By

Newsletter

Organization Name

Phone

449

Company Information

Company Information Fields

Field
Primary Contact

Description Person who is main contact or administrator at the organization. You can enter a name, or select a name from a list of previously defined users. Up to 80 characters are allowed in this field. Number of Salesforce.com user accounts that can be defined for access to the service. This is the number of Salesforce.com user licenses for which the organization is billed, if charges apply. Code that uniquely identifies your organization to salesforce.com. Number of restricted login users who have logged in during the current month. This value resets to zero at the beginning of each month. The maximum number of restricted login users for the organization is in parentheses.

Salesforce.com Licenses

Salesforce.com Organization ID

Restricted Logins, Current Month

State

State or province in which organization is located. Up to 20 characters are allowed in this field. Zip or postal code of the organization. Up to 20 characters are allowed in this field. Amount of data storage in use; the value is expressed as a measurement (for example, 500 MB) and as a percentage of the total amount of data storage available (for example, 10%). Amount of file storage in use; the value is expressed as a measurement (for example, 500 MB) and as a percentage of the total amount of file storage available (for example, 10%).

Zip

Used Data Space

Used File Space

See Also:
About Company Information Understanding Language, Locale, and Currency

450

Multiple Currencies

Managing Multiple Currencies

MULTIPLE CURRENCIES
Managing Multiple Currencies
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view currencies: To change currencies: “View Setup and Configuration” “Customize Application”

Your organization can set up the ability to use multiple currencies in opportunities, forecasts, quotes, reports, and other data. To use multiple currencies: 1. Contact salesforce.com to enable Multi-Currency for your organization. Note: For large organizations, Multi-Currency might be enabled over the next weekend to avoid performance issues during the work week. 2. 3. 4. 5. Designate your corporate currency. See Setting Corporate Currency on page 452. Activate additional currencies for your organization. See Activating and Deactivating Currencies on page 453. To use dated exchange rates, enable advanced currency management. Set conversion rates for new currencies. See Editing Conversion Rates and, if you have enabled advanced currency management, Editing Dated Exchange Rates on page 457.

Using Multiple Currencies
International organizations can use multiple currencies in opportunities, forecasts, reports, quotes, and other currency fields. The administrator sets the “corporate currency,” which reflects the currency of the corporate headquarters. The administrator also maintains the list of active currencies and their conversion rates relative to the corporate currency. The active currencies represent the countries in which the organization does business. Only active currencies can be used in currency amount fields. Every user also has a personal currency, which is used as the default currency in his or her own quotas, forecasts, opportunities, quotes, and reports. Users can also create opportunities and enter amounts using other active currencies. Every lead, account, contact, opportunity, and case has a field that specifies the currency to use for all amount fields in that record. For example, you can set the Account Currency to “USD-U.S. Dollars” so that the Annual Revenue shows in dollars for one of your American accounts. All currency amounts are displayed in the default currency of the record as well as in the personal currency of the user. When you change the default currency of a record, currency amounts are not converted; they simply display with the new currency code. Note: If your organization uses advanced currency management, the opportunity close date determines which conversion rate to use when displaying currency amounts.

451

Multiple Currencies

Setting Corporate Currency

In forecasts, currency amounts are automatically converted to the user’s personal currency. For managers, their team’s opportunities, forecasts, quotes, and other data is converted and rolled up to the manager’s personal currency. The manager can also drill down to see the data in its native currency. All conversion and roll-ups happen automatically. Amounts in reports are shown in their original currencies, but can be displayed in any active currency. You can change the currency used for report totals by selecting a currency from the Display Currencies Using drop-down list on the Select Criteria page of the report wizard. The default value for the drop-down is your personal currency. For any amount, you can also choose to display the Converted column—for example, Annual Revenue Converted—which will show amounts in the currency you select from the Display Currencies Using drop-down list. Custom formula fields are not tied to any particular currency. If the result of a formula field is a currency amount, it displays in the currency of the associated record. This is also true for cross-object formulas that reference merge fields with different currencies, and formulas in workflow rules and approval processes. However, note that workflow rules and approval processes that use filters instead of formulas convert all currency values to the corporate currency. You cannot disable multiple currencies for your organization if the currency fields are referenced in an Apex script. For example, if a script references the Account Currency field (represented as CurrencyIsoCode in the code), multiple currencies cannot be disabled. For more information, see Force.com Apex Code Overview on page 1656.

See Also:
Administrator setup guide: Using Multiple Currencies Importing Multiple Currencies

Setting Corporate Currency
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view currencies: To change currencies: “View Setup and Configuration” “Customize Application”

Your administrator must specify a Corporate Currency, which reflects the currency in which your corporate headquarters reports revenue. A salesforce.com representative initially sets your corporate currency upon activation of the feature. To change your corporate currency: 1. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. 2. Click Change Corporate. 3. Choose a new corporate currency from the list of active currencies, and click Save. If you have not yet set up any currencies, see Activating and Deactivating Currencies on page 453.

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The corporate currency is the currency on which all of your conversion rates are based.

See Also:
Managing Multiple Currencies Editing Conversion Rates About Advanced Currency Management Administrator setup guide: Using Multiple Currencies

Activating and Deactivating Currencies
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view currencies: To change currencies: “View Setup and Configuration” “Customize Application”

To use multiple currencies, your administrator must specify which currencies are supported for your organization. • • Active currencies—These represent countries in which your organization does business. Only active currencies can be entered in opportunities, forecasts, and other items. Once you activate a currency, you can never permanently delete it. Inactive currencies—These are currencies that your organization no longer uses. You may have existing records that use inactive currencies, but you cannot enter new amounts in inactive currencies.

To activate new currencies: 1. 2. 3. 4. 5. 6. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. Click New in the Active Currencies related list. Select a currency. Currencies are alphabetized using their ISO currency code. Enter the conversion rate relative to your corporate currency. Specify the number of decimal places to show for amounts in this currency. Click Save.

To activate a currency from the list of inactive currencies, click Activate next to the currency. To deactivate a currency, click Deactivate next to the currency. Deactivating a currency does not alter amounts in items that use that currency. However, you can no longer enter new amounts using the inactive currency.

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Editing Conversion Rates

Note: Deactivating a currency that is set as a user’s personal currency automatically resets the user’s currency to the corporate currency.

See Also:
Managing Multiple Currencies Setting Corporate Currency Editing Conversion Rates About Advanced Currency Management Administrator setup guide: Using Multiple Currencies

Editing Conversion Rates
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view currencies: To change currencies: “View Setup and Configuration” “Customize Application”

You can manage exchange rates between your active and inactive currencies and the corporate currency by editing the conversion rates. These are static exchange rates that apply to all currency fields used in your organization. In addition to these conversion rates, your organization may also use dated exchange rates for opportunities and opportunity products. For more information about dated exchange rates, see About Advanced Currency Management on page 455. To edit your organization's static conversion rates: 1. 2. 3. 4. 5. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. If advanced currency management is enabled, click Manage Currencies. Click Edit Rates in the Active Currencies or Inactive Currencies lists. Enter the conversion rate between each currency and your corporate currency. Click Save.

When you change the conversion rates, currency amounts are updated using the new rates. Previous conversion rates are not stored. All conversions within opportunities, forecasts, and other amounts use the current conversion rate. If your organization uses advanced currency management, you can also manage dated exchange rates for currency fields on opportunities and opportunity products. To manage dated exchange rates, see Editing Dated Exchange Rates on page 457.

Notes on Changing Conversion Rates
• You cannot track revenue gain or loss based on currency fluctuations.

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About Advanced Currency Management

Changing conversion rates causes a mass recalculation of roll-up summary fields, which may take up to 30 minutes, depending on the number of records affected and other factors.

See Also:
Managing Multiple Currencies Setting Corporate Currency Activating and Deactivating Currencies Administrator setup guide: Using Multiple Currencies

ADVANCED CURRENCY MANAGEMENT
About Advanced Currency Management
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable advanced currency management: To view currencies: To change currencies: “Customize Application” “View Setup and Configuration” “Customize Application”

Advanced currency management allows you to manage dated exchange rates within opportunities using Salesforce.com. Dated exchange rates allow you to map a conversion rate to a specific date range. For example, the exchange rate on January 1 was 1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42 AUD. Your opportunities that closed between January 1 and February 1 use the first exchange rate (1 = 1.39), while opportunities that closed after February 1 used the second exchange rate (1 = 1.42). Dated exchange rates are defined using a start date and a conversion rate. Each rate is in effect until either the end of time or the day before the next start date for that currency. The time between on start date and the next start date is called the exchange rate date range. These ranges can be as small as a day and as large as all of time. To enable or disable advanced currency management, see Enabling or Disabling Advanced Currency Management on page 456. When advanced currency management is first enabled, your existing exchange rates automatically become the first set of dated exchange rates. These rates will be valid for all time, until you define another set of exchange rates. For more information, see Editing Dated Exchange Rates on page 457. If you disable advanced currency management, all currency conversions will use the static conversion rate. See Editing Conversion Rates on page 454.

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Enabling or Disabling Advanced Currency Management

Advanced Currency Management Considerations
• Dated exchange rates are used for opportunities, opportunity products, opportunity product schedules, campaign opportunity fields, and reports related to these objects and fields. Dated exchange rates are not used in forecasting, currency fields in other objects, or currency fields in other types of reports. Organizations with advanced currency management support roll-up summary fields between two advanced currency management objects. For example, roll-up summary fields are supported from an opportunity line object to its opportunity object, because both are advanced currency management enabled. However, if you enable advanced currency management, you cannot create roll-up summary fields that calculate currency on the opportunity object rolling up to the account object. All existing currency-related roll-up summary fields on the opportunity object are disabled and their values are no longer calculated. If your organization enables advanced currency management, you should delete any currency roll-up summary fields using opportunities and accounts or opportunities and custom objects. Campaign opportunity fields use dated exchange rates when calculating the amount in the campaign currency, but are not used when converting those amounts to the user currency. Cross-object formulas always use the static conversion rate for currency conversion. If advanced currency management is enabled, you can't bind Visualforce pages that use <apex:inputField> or <apex:outputField> components to currency fields that support advanced currency management.

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See Also:
Managing Multiple Currencies Setting Corporate Currency Activating and Deactivating Currencies Administrator setup guide: Using Multiple Currencies

Enabling or Disabling Advanced Currency Management
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To enable advanced currency management: “Customize Application”

To enable advanced currency management: 1. 2. 3. 4. Enable multiple currencies for your organization. For more information, see Managing Multiple Currencies on page 451. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. Click Enable. When prompted, select Yes, I want to enable Advanced Currency Management and click Enable.

When advanced currency management is first enabled, your existing exchange rates automatically become the first set of dated exchange rates. These rates will be valid for all time, until you define another set of exchange rates. To disable advanced currency management: 1. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. 2. Click Disable.

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Editing Dated Exchange Rates

3. When prompted, select Yes, I want to disable Advanced Currency Management and click Disable. If you disable advanced currency management, all currency conversions will use the static conversion rate. See Editing Conversion Rates on page 454. When advanced currency management is enabled, Visualforce <apex:inputField> and <apex:outputField> components cannot display currency fields.

See Also:
About Advanced Currency Management

Editing Dated Exchange Rates
Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To view currencies: To change currencies: “View Setup and Configuration” “Customize Application”

To add new dated exchange rates: 1. 2. 3. 4. 5. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. Click Manage Dated Exchange Rates. Click New Exchange Rates. Enter the date that the exchange rates go into effect. Enter the exchange rates. Note: The exchange rates will default to the current exchange rate. If you do not want to set a new exchange rate for a currency, delete the exchange rate (leave the field blank). 6. Click Save to save the new dated exchange rates. To view existing dated exchange rates: 1. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. 2. Click Manage Dated Exchange Rates. 3. Select the date range you want to view either by entering the date and clicking Go!, or by selecting Previous Range or Next Range. To delete a dated exchange rate for a particular currency: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. Click Manage Dated Exchange Rates. Click the name of the currency you want to edit. Click Del for the date range you want to delete.

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If the date range you want is not displayed, enter it in the Show all rates with start dates between fields and click Go!. To edit your dated exchange rates for a particular currency: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Currencies. Click Manage Dated Exchange Rates. Click the name of the currency you want to edit. Click Edit for the date range you want to edit. If the date range you want is not displayed, enter it in the Show all rates with start dates between fields and click Go!. 5. Edit the exchange rate, setting it to the new value for the date range, and click Save.

See Also:
About Advanced Currency Management Managing Multiple Currencies Setting Corporate Currency Activating and Deactivating Currencies Editing Conversion Rates Administrator setup guide: Using Multiple Currencies

DIVISIONS
About Divisions
Available in: Professional, Enterprise, and Unlimited Editions

User Permissions Needed To create or edit divisions: To limit list views, searches, and reports by division: “Modify All Data” “Affected by Divisions”

Divisions let you segment your organization's data into logical sections, making searches, reports, and list views more meaningful to users. For example, you can create a report to show the opportunities for just the North American division, allowing you to get accurate sales numbers for the North American sales team. Divisions are useful for organizations with extremely large amounts of data.

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Overview of Divisions

Note: Contact salesforce.com to enable divisions for your organization. Divisions do not restrict users’ access to data and are not meant for security purposes.

See Also:
Overview of Divisions Getting Started with Divisions Creating and Editing Divisions Transferring Divisions Changing Your Working Division Changing Your Default Division Administrator tip sheet: Getting Started with Divisions

Overview of Divisions
Available in: Professional, Enterprise, and Unlimited Editions

User Permissions Needed To create or edit divisions: To limit list views, searches, and reports by division: “Modify All Data” “Affected by Divisions”

There are three basic aspects to divisions: • Division on individual records—Division is a field on individual records which marks the record as belonging to a particular division. A record can belong to a division that the administrator creates, or it can belong to the standard “global” division which is created automatically when your organization enables divisions. Default division for a user—Users are assigned to a default division that applies to their newly created accounts, leads, and custom objects that are enabled for divisions. Working division—If you have the “Affected by Divisions” permission, you set the division in which you want to work using a drop-down list in the sidebar. Then, searches will show only the data for your working division. You can change your working division at any time. If you do not have the “Affected by Divisions” permission, you do not have a working division; you always see records in all divisions.

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The following table shows how using divisions affects different areas: Area Search Description If you have the “Affected by Divisions” permission: • In Sidebar Search, you can select a working division to search, or you can search all divisions. • In Advanced Search, you can perform an advanced search on a working division or all divisions.

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Area

Description • • In Global Search, you can perform a global search on a working division or all divisions. For searches in lookup dialogs, the results include records in the division you select from the drop-down list in the lookup dialog window. Note: All searches within a working division also include the global division. For example, if you search within a working division called Western Division, your results will include records found in both the Western Division and the global division. If you do not have the “Affected by Divisions” permission, your search results always include records in all divisions.

List views

If you have the “Affected by Divisions” permission, list views include only the records in the division you specify when creating or editing the list view. List views that are not searching all records (such as My Open Cases) include records in all divisions. If you do not have the “Affected by Divisions” permission, your list views always include records in all divisions.

Reports

If you have the “Affected by Divisions” permission, you can set your report options to include records in just one division or all divisions. Reports that are already scoped (such as My Cases or My team’s accounts) include records in all divisions, and you cannot further limit them to a specific division. If you do not have the “Affected by Divisions” permission, your reports always include records in all divisions.

Viewing records and related lists

When viewing the detail page of a record, the related lists show all associated records to which you have access, regardless of division. When you create new accounts, leads, or custom objects that are enabled for divisions, the division is automatically set to your default division, unless you override this setting. When you create new records related to an account or other record that already has a division, the new record is assigned to the existing record’s division. For example, if you create a custom object record that is on the detail side of a master-detail relationship with a custom object that has divisions enabled, it is assigned the master record's division. When you create records that are not related to other records, such as private opportunities or contacts not related to an account, the division is automatically set to the global division.

Creating new records

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Area Editing records

Description When editing accounts, leads, or custom objects that are enabled for divisions, you can change the division. All records that are associated through a master-detail relationship are automatically transferred to the new division as well. For example, contacts and opportunities are transferred to the new division of their associated account, and detail custom objects are transferred to their master record's new division. When editing other types of records, you cannot change the division setting.

Custom objects

When you enable divisions for a custom object, Salesforce.com initially assigns each record for that custom object to the global division. When you create a custom object record: • • If the custom object is enabled for divisions, the record adopts your default division. If the custom object is on the detail side of a master-detail relationship with a divisions-enabled custom object, it adopts the division of the master record.

Relationships

If you convert a lookup relationship to a master-detail relationship, detail records lose their current division and inherit the division of their master record. If you convert a master-detail relationship to a lookup relationship, the division for any detail records is determined by the previous master record. If you delete a master-detail relationship, the division for any detail records is determined by the previous master record.

See Also:
Getting Started with Divisions Administrator tip sheet: Getting Started with Divisions About Divisions

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Getting Started with Divisions

Getting Started with Divisions
Available in: Professional, Enterprise, and Unlimited Editions

User Permissions Needed To create or edit divisions: To limit list views, searches, and reports by division: “Modify All Data” “Affected by Divisions”

The basic steps to begin using divisions are: 1. Contact salesforce.com to enable divisions for your organization. When divisions are enabled, one global division is automatically created for your organization and all records are assigned to that division by default. The default name for this division is “Global,” which you may customize if you wish. 2. Create divisions for your organization's data. See Creating and Editing Divisions on page 463. Before creating divisions, plan which divisions you need based on how you want to segment your data. For example, you may want one division for all of the records belonging to your North American sales team and one division for your European sales team. You can create a maximum of 100 divisions, including any inactive ones. 3. For custom objects, select Enable Divisions on the custom object definition page to enable for divisions. See Defining Custom Objects on page 1483. 4. Transfer leads, accounts, and custom objects into relevant divisions. See Transferring Divisions on page 675. Transferring records includes associated records. For example, when you transfer divisions for accounts, all records related to a particular account, such as contacts and opportunities, inherit the division of that account. 5. Add division fields to page layouts, as appropriate. 6. Add divisions to field-level security, as appropriate. 7. Enable the “Affected by Divisions” permission for any standard or custom profiles whose users should be able to limit list views, searches, and reports by division. Users without this permission still have a default division, can view division fields, change the division for a record, and specify a division while creating records. 8. Set the default division for all users. See Transferring Divisions on page 675. See also Changing Your Default Division on page 35 for information on changing divisions for one user at a time. A user’s default division determines the division assigned to all new accounts and leads he or she creates, unless the user explicitly sets a different division. When users create records related to an account or other record that already has a division, the new record is assigned to the existing record’s division; the default division is not used. Remember to set the default division for all users, even those without the “Affected by Divisions” permission. Records created by users without that permission are still assigned to a division.

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9. Instruct users how to set their working division for searches and reports. See Changing Your Working Division on page 52.

See Also:
Overview of Divisions Administrator tip sheet: Getting Started with Divisions About Divisions

Creating and Editing Divisions
Available in: Professional, Enterprise, and Unlimited Editions

User Permissions Needed To create or edit divisions: To limit list views, searches, and reports by division: “Modify All Data” “Affected by Divisions”

To create and edit divisions: 1. 2. 3. 4. Click Your Name ➤ Setup ➤ Company Profile ➤ Manage Divisions. Click New to create a division, or Edit to change an existing one. Enter the division name. Select the checkbox to make the division active, meaning that records and users can be assigned to this division. You cannot make a division inactive if users or lead queues are assigned to that division. 5. Click Save. Note: You can create a maximum of 100 divisions, including any inactive ones.

To change the order in which divisions appear in the Division picklist field, click the Sort button and use the arrows to order the divisions.

See Also:
About Divisions Overview of Divisions Getting Started with Divisions Administrator tip sheet: Getting Started with Divisions

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Managing Templates

Managing Templates
Available in: All Editions

Your administrator can create and maintain templates for defining letterheads, sending outbound email, and generating mail merge documents. • • • Letterheads define the look and feel of your HTML email templates. Your HTML email templates can inherit the logo, color, and text settings from a letterhead. Email templates allow users to send email to contacts, leads, and others using predefined templates. Mail merge templates allow users to create custom documents using the information from your records. For example, you can create a customized thank you letter to a specific lead.

See Also:
Creating Letterheads Managing Email Templates Managing Mail Merge Templates Merge Fields Overview

Merge Fields Overview
The available merge fields vary according to which Salesforce.com Edition you have.

You can use merge fields within custom formula fields, s-controls, custom links, custom buttons, Visualforce pages, and when you create email or mail merge templates. Merge fields serve as placeholders for data that will be replaced with information from your records, user information, or company information.

Guidelines for Using Merge Fields
• General merge field syntax guidelines: The syntax for a merge field may differ, depending on where you are using it in Salesforce.com. To ensure that you are using the correct syntax, select merge fields from the drop-down list in the editor where you are using the merge field. Here are a few examples of syntax differences: When you insert the Account Number merge field in an email template, the syntax consists of an open curly brace and exclamation point, followed by the type of record, a period, the field name and a closing curly brace: {!Account.AccountNumber}. For formula fields and mail merge templates, the merge field is not enclosed in curly braces or preceded by an exclamation point, nor is it preceded by the type of record, for example: AccountNumber. For custom objects, the field label is preceded with the type of record and all spaces are converted to underscores. For example: {!Stockforce_CreatedDate} references the standard field called Created Date for the Stockforce custom object.

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For formulas that allow you to reference fields on related objects across multiple relationships, the field name is prefixed by the name of the relationship. For standard relationships, the name of the relationship is the master object. For example, you can reference the account name merge field from a contact validation rule using Account.Name; you can reference the phone number of the account creator from an opportunity product formula field using Opportunity.Account.CreatedBy.Phone. For custom relationships, the name of the relationship is the Field Name given when creating the relationship with “__r” appended to it. For example, reference the contact email merge field from a custom object validation rule using the Contact__r.Email merge field name. If a custom field and standard field have the same name and you reference that name in a merge field, the merge field displays the value of the custom field. Salesforce.com rounds numbers referenced in merge fields according to the user's locale, not the number of decimal of spaces specified in the number field configuration.

Merge field guidelines for email templates and mail merge templates: In email templates, you can add substitute text to any merge field. Substitute text displays in a sent email if the merge record does not contain data for that field. To add substitute text, place a comma after the field name and enter the text before the closing bracket, for example: Dear {!Contact.FirstName, Sir or Madam}. When you save the template, the merge field will appear in the email template with the following syntax: Dear {!BLANKVALUE(Contact.FirstName, "Sir or Madam")}. For mail merge templates, your merge fields can contain only letters, numbers, and the underscore (_) character. For example, Opportunity_Product_# is not allowed. Mail merge field names cannot exceed 40 characters. Templates with contact merge fields can be used to generate email and mail merge documents for leads. Likewise, you can use lead templates to generate contact emails and documents. Note: You can only use standard fields when generating email and mail merge documents for leads or contacts.

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For opportunity mail merges, you can use contact merge fields to merge additional information about a related contact. Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement Name {!Case.Entitlement} merge field to an email template, the field is not populated on the template. See Case Fields on page 2436. If you have enabled Email-to-Case or On-Demand Email-to-Case, you can create email templates that support reps can use to respond to case emails. These templates can include merge fields that display information from the original email in the response. For details, see Setting Up Email-to-Case or On-Demand Email-to-Case on page 1190 and Managing Email Templates on page 474. Merge fields for products on opportunities are only available to organizations that have enabled products and can only be used in mail merge templates, but not email templates. Approval process merge fields can be used in email templates, but not mail merge templates. If the email template you choose contains approval merge fields named {!ApprovalRequest.field_name}, these fields will return values only when that email template is used as the approval assignment template. If you use the template for any other email alert action—in either workflow rules or approval processes—the merge fields will return a null value. In a multi-step approval process: Merge fields in the approval request email are set to the submitter's name and the name of the first step. When the request is approved, the merge fields update to the most recent approver's name and the name of the second step. For subsequent actions, merge field values are updated based on the previous completed step.

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The merge fields {!Receiving_User.field_name} and {!Sending_User.field_name} work only in email templates used for mass emails. Campaign and campaign member merge fields can be used in email templates, but not mail merge templates.

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Campaign member merge fields cannot be used with other types of merge fields in the same email template. For example, if you create an email template using a campaign member merge field and you want to include the title of the recipient, use {!CampaignMember.Title} instead of {!Lead.Title} or {!Contact.Title}. User fields are also known as Sending User fields for administrators and users with the “Manage Users” permission. Use them in email templates when referencing the person sending the email. Administrators and users with the “Manage Users” permission can use Receiving User merge fields for email templates to reference the recipient of the email. When account merge fields are included in an email template and this template is selected after a contact is added to the email 'To' field, the Account merge fields are populated from the contact's account, not the case's account. To reference the name, email, phone, or company of the customer who submitted an online case, use the relevant {!Case_OnlineCustomer...} field. To reference the contact or account associated with a case, use the relevant contact or account merge fields. In email templates, the Created Date and Last Modified Date fields display only the date, not the date and time.

Additional merge field guidelines: A subset of user fields are available for customizing Self-Service pages. For local account, contact, and lead names, the standard merge field name will be used whenever the local name is blank. If you're using the Translation Workbench to translate custom field names, users can look up merge fields in their chosen language. If your organization uses person accounts, both business account and person account fields are available as account merge fields. Account fields exclusive to person accounts, such as Birthdate, Email, and Title have “Account.Person” in their merge field names. For example, {!Account.PersonBirthdate}. Furthermore, you can use the merge field {!Account.IsPersonAccount} to determine whether you are working with a person account or a business account. For more information, see What is a Person Account? on page 55. Build cross-object formulas to span to related objects and reference merge fields on those objects. Visualforce pages also can use merge fields. Anything inside {! } is evaluated as an expression that can access values from records that are currently in context. For example, you can display the current user's first name by adding the {!$User.FirstName} merge field to a page:
<apex:page> Hello {!$User.FirstName}! s</apex:page>

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See Also:
Setting Custom Buttons and Links Managing Mail Merge Templates Understanding Global Variables

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Managing Mail Merge Templates

Managing Mail Merge Templates
Available in: All Editions

User Permissions Needed To upload mail merge templates: To edit mail merge templates: “Manage Public Templates” “Manage Public Templates”

Mail merge templates define the content of a form letter or other mail merge document. They include variables called merge fields where data from your records—for example a contact's name and address—displays in the generated document. As an administrator, you are responsible for building mail merge templates in Microsoft Word and uploading them to Salesforce.com to make them available for your users. See the following topics: • • • Creating New Mail Merge Templates explains how to build a new mail merge template from a blank Word document. Modifying Existing Mail Merge Templates explains how to download sample templates and modify them to meet your unique business needs. Uploading Mail Merge Templates to Salesforce.com explains how to upload completed mail merge templates to Salesforce.com. Tip: Click the following link to download a Zip file of sample mail merge templates: mm_templates.zip

See Also:
Mail Merge Overview Sending Single Mail Merge Documents

Creating New Mail Merge Templates
Available in: All Editions

User Permissions Needed To upload mail merge templates: To edit mail merge templates: “Manage Public Templates” “Manage Public Templates”

1. Open a new blank document in Microsoft Word 2002, 2003, or 2007. 2. Use Word to compose the document so it contains the text, data, and formatting your users require.

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3. Locate the text or data variables in your Word document that will change each time the template is used. For example, in the salutation “Dear Bob,” “Bob” is a variable because it will change when the letter is sent to a different person. 4. Replace each variable with the appropriate Salesforce.com merge field: • • If you have Connect for Office, you can use Word integration to insert merge fields quickly. If you do not have Connect for Office: a. Place your cursor where you want to insert a merge field. b. In Word 2003 and earlier, select Insert and then Field from the Word menu bar. In Word 2007, select the Insert tab on the Ribbon, click Quick Parts in the Text group, and then click Field. c. Select Mail Merge in the Categories drop-down list. d. Select MergeField in the Field names box. e. In the Field Properties area of the Field name box, manually enter the valid Salesforce.com merge field, such as Opportunity_LineItem_ProductName. f. Click OK. Note: To list information about all products associated with an opportunity, insert the Opportunity_LineItem_Start merge field where you want to begin listing product information. Then, insert all the merge fields you want to include for each product on an opportunity. Finally, insert the Opportunity_LineItem_End to end the list. 5. Save your Word document. 6. Proceed to Uploading Mail Merge Templates to Salesforce.com on page 470. Tip: For best results: • • Do not configure mail merge templates as “protected” or “restricted access” in Microsoft Word. Please refer to Word's help for information about protected Word documents. (In Word, press F1 to open help.) Do not connect mail merge templates to external data sources such as Excel worksheets or Access databases. Please refer to Word's help for information about restoring mail merge documents to what Word calls “normal Word documents.” For details on how to set up your template with these tips in mind, refer to Guidelines for Uploading Mail Merge Templates.

See Also:
Managing Mail Merge Templates Mail Merge Overview Force.com Connect for Microsoft Office® Overview

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Modifying Existing Mail Merge Templates
Available in: All Editions

User Permissions Needed To upload mail merge templates: To edit mail merge templates: “Manage Public Templates” “Manage Public Templates”

1. 2. 3. 4.

Download the sample mail merge templates and unzip the files to a convenient directory on your hard drive. Review the instructions provided in salesforce_mailmerge_templates_howto.doc. Open the desired sample template in Microsoft Word. Save a copy of the sample template to your computer's desktop or other convenient location: • • Word 2000, XP, and 2003 users, select Save As from the File menu then choose an appropriate file name and destination folder. Word 2007 users, select Save As from the Office button then choose an appropriate file name and destination folder.

5. Optionally, customize the text and formatting of the template. 6. Press ALT+F9 to display the hidden mail merge field codes. Each of the mail merge fields should now appear in curly braces as follows: {MERGEFIELD Contact_FullName \*
MERGEFORMAT}

7. Change or add merge fields as necessary. • • If you have Connect for Office, you can use Word integration to insert merge fields quickly. If you do not have Connect for Office: a. Place your cursor where you want to insert a merge field. b. In Word 2003 and earlier, select Insert and then Field from the Word menu bar. In Word 2007, select the Insert tab on the Ribbon, click Quick Parts in the Text group, and then click Field. c. Select Mail Merge in the Categories drop-down list. d. Select MergeField in the Field names box. e. In the Field Properties area of the Field name box, manually enter the valid Salesforce.com merge field, such as Opportunity_LineItem_ProductName. f. Click OK. Note: To list information about all products associated with an opportunity, insert the Opportunity_LineItem_Start merge field where you want to begin listing product information. Then, insert all the merge fields you want to include for each product on an opportunity. Finally, insert the Opportunity_LineItem_End to end the list. 8. Save your Word document. 9. Proceed to Uploading Mail Merge Templates to Salesforce.com on page 470.

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Tip: For best results: • • Do not configure mail merge templates as “protected” or “restricted access” in Microsoft Word. Please refer to Word's help for information about protected Word documents. (In Word, press F1 to open help.) Do not connect mail merge templates to external data sources such as Excel worksheets or Access databases. Please refer to Word's help for information about restoring mail merge documents to what Word calls “normal Word documents.” For details on how to set up your template with these tips in mind, refer to Guidelines for Uploading Mail Merge Templates.

See Also:
Managing Mail Merge Templates Merge Fields Overview Mail Merge Overview Force.com Connect for Microsoft Office® Overview

Uploading Mail Merge Templates to Salesforce.com
Available in: All Editions

User Permissions Needed To upload mail merge templates: To edit mail merge templates: “Manage Public Templates” “Manage Public Templates”

Administrators and users with the “Manage Public Templates” permission must upload completed Microsoft Word mail merge templates to Salesforce.com to make them available for use. Tip: Before uploading a template, we recommend reviewing Guidelines for Uploading Mail Merge Templates.

1. In Salesforce.com, click Your Name ➤ Setup ➤ Communication Templates ➤ Mail Merge Templates. 2. Click New Template. 3. Enter a name and description for the template. This will help users correctly choose a template when generating mail merge documents. If your organization uses Extended Mail Merge, choose the appropriate document type: Document, Label, or Envelope. Extended Mail Merge is available by request only. Contact salesforce.com Customer Support if you are interested in this feature. 4. Click Browse to select your Word mail merge template.

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5. Click Save to finish.

See Also:
Managing Mail Merge Templates Merge Fields Overview Mail Merge Overview

Using Letterheads
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create or change letterheads: “Manage Letterheads”

A letterhead defines the logo, page color, and text settings for your HTML email templates. For best results, create a single letterhead to use for all your HTML email templates. You can create letterheads and make them available organization-wide. To use letterheads, click Your Name ➤ Setup ➤ Communication Templates ➤ Letterheads. From the Letterheads list page: • • • To view a letterhead, select the name from the list. To edit a letterhead, click the name from the list and choose one of the edit options: Edit Properties or Edit Letterhead. To delete a letterhead, click Del next to the name. You cannot delete a letterhead that is used in any HTML email templates.

See Also:
Creating Letterheads Letterhead Fields

Creating Letterheads
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed To create or change letterheads: “Manage Letterheads”

Letterheads define the look and feel of your HTML email templates. Your HTML email templates can inherit the logo, color, and text settings from a letterhead. A letterhead consists of properties and details. The properties are only visible inside your

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organization; they help users identify a letterhead. The details are applied to an email when using that letterhead. Use the letterhead wizard to create both the properties and details of your letterhead. 1. Click Your Name ➤ Setup ➤ Communication Templates ➤ Letterheads. 2. Click New Letterhead.

Setting Letterhead Properties
1. Check Available For Use if you would like users to be able to use the new letterhead immediately. 2. Enter a Letterhead Label. The label is used to refer to the letterhead on user interface pages. 3. If necessary, change the Letterhead Unique Name. This is a unique name used to refer to the component when using the Force.com API. In managed packages, this unique name prevents naming conflicts on package installations. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not