Salesforce.com Certified Administrator
Service & Support Administration (5%)
DEFINE A CASE
A case is a detailed description of a customer’s feedback, problem, or question. Your organization can use cases to track and solve your customers’ issues. You can enter cases manually in the Cases tab, or your administrator can set up Web-to-Case and Email-to-Case to gather customer feedback from your company’s website and customer emails. Your customers can also create and submit new cases on your Self-Service portal.
CASE HIERARCHIES
track sub-cases
CASE QUEUES
work like any other queue
CASE ASSIGNMENT RULE
Rules are executed in order
if no order matches the default assignment is used
WEB-TO-CASE
used for customer request page on your company website
or IT support request page on an intranet page
EMAIL-TO-CASE
support email account or helpdesk/call center situation is ideal for this
incoming/outbound emails can be tracked and attached to cases automatically
CASE ESCALATION RULE
designed to escalate cases when they meet certain criteria
After X number of hours (and 30 minute increments)
Case escalations can email up to 5 non Salesforce users
Customize –> Cases –> Escalation Rules
CASE AUTO-RESPONSE RULE
auto response rules can determine which email response will be sent when a customer submits a case through email, website, or self service portal
FUNCTIONALITY OF THE BUSINESS HOURS
Business hours allow you to assign cases to different time zones, and escalate cases according to time zone.
Note that Age Over and Age are two different entities. Age (as defined in reporting) does not take business hours into consideration, while the escalation rules (Age_over) do use business hours. Last time I checked into this you could get a Business Age field added from Salesforce by request only.
Company Profile –> Business Hours
Support Settings
Customize –> Cases –> Support Settings
Default Case Owner
Notify Default Case Owner, Option to email case owner when a new case is assigned to them
Automated Case User, User listed in case history for default creation and actions until reassigned
Case Creation Template, Email to send to person requesting the case acknowledging creation of case
Case Assigned Template, Email to send to case owner
Case Close Template, Email sent to requestor indicating that the case is closed
Email Case Comments Notification to Contacts, When enabled allows contacts outside of the self service portal to receive notifications when case comments are updated
Notify Case Owner of New Case Comments
Early Triggers Enabled
Enable Suggested Solutions
Send Case Notifications from System Address, If not checked, notification updates will be sent from user that updates the case
Notify Case Owners when Case Ownership Changes
RULES AND THE USE OF EMAIL TEMPLATES
Customize –> Cases –> Auto-Response Rules
Case auto-response rules work the same as lead auto-response rules. The first rule met sends the associated email template and ends the process. If no rule is met, the default email template is used.
SOLUTIONS
A solution is a defined answer to a support issue.
Solutions have a many-to-many relationship to cases
Solutions have a status field (draft, published, etc) that allow for easy maintenance and prevent premature visibility of unapproved solutions.
Solutions can be made available in the self service portal and public knowledge base.
SOLUTION CATEGORY, Customize –> Solutions –> Solution Categories, Solutions are assigned in the categories related list in on the solution record. A solution can belong to many categories.
SUGGESTED SOLUTIONS, top 10 recommended solutions, based upon a hidden formula, Word frequency in all solutions, Word frequency in similar cases with related solutions, Proximity of the keywords within the solutions, Word similarities to self-closed cases and solutions rated useful by Self-Service users, Suggested solutions can be used:, Case page: click view suggested solutions and it will show the user entering the case., Customer Portal and Self Service Portal: Customers can view suggested solutions when they submit a case online., Case auto responses: you can add the merge field {!Case_Suggested_Solutions} and it will include these in the email.
SELF-SERVICE PORTAL, Enterprise and Unlimited Edition only., Cases can be logged, Past cases can be viewed, Solutions can be browsed if this option is enabled, Suggested solutions can be enabled, Activities can be shown if marked as available for self service portal, as can case comments if the comment is marked publicly viewable., WAYS TO ACCESS THE SELF-SERVICE PORTAL, self service portal is accessed by users through a website;, the self service portal is enabled by the system administrator, can export the code or URL to the site and import this code/URL to the appropriate website
Marketing Administration(5%)
Only Enterprise
CAMPAIGN
Leads and contacts can be added to marketing campaigns
can then be used to track response rates, ROI, and other statistics
CAMPAIGN HIERARCHIES, should be used when one campaign is a part of another, Max of 5 levels of hierarchy, Rolled up fields, Total Num Sent in Hierarchy, Total Expected Revenue in Hierarchy, Total Budgeted Cost in Hierarchy, Total Actual Cost in Hierarchy, Total Leads in Hierarchy, Total Converted Leads in Hierarchy, Total Contacts in Hierarchy, Total Opportunities in Hierarchy, Total Won Opportunities in Hierarchy, Total Value Won Opportunities in Hierarchy, Total Value Opportunities in Hierarchy, Total Responses in Hierarchy
LIST THE METHODS TO ASSOCIATE LEADS AND CONTACTS TO A CAMPAIGN, A report of existing leads or contacts, Run report of contacts/leads. Click “Add to Campaign”., A list view of existing leads or contacts, Campaign –> Manage Members –> Add Members – Existing (Contacts/Leads), An individual lead or contact record, Campaign –> Manage Members –> Add Members – Import File (will create new leads and associate them with the campaign)
LEAD QUEUES
lead assignment rules to forward leads to the correct queue.
queue would be a group of users that would handle a particular set of leads
LEAD ASSIGNMENT RULE
The rules are processed in order, and if none of the rules are met then the lead is sent to the default lead owner
WEB-TO-LEAD
LEAD AUTO-RESPONSE RULE
allow you to determine what response email is sent to the website submitter
MEASURE CAMPAIGN RESULTS
Individual campaign detail page
Campaign detail page of top-level campaign can show the statistics for the campaign hierarchy
All of these details can be pulled through both canned and custom reports
Measurements, Total Responses, Total Leads, Converted Leads, Total Contacts, Num Total Opportunities, Num Won Opportunities, Total Value Won Opportunities, Total Value Opportunities
CONVERTING A LEAD
1. An account is created with the lead’s company information
2. A contact is created with the lead’s contact information and is linked to the new account and the campaign the was associated with
3. An opportunity is created with the lead’s information (including the campaign source field) and linked to the account (end of quarter set as close date, first selection of stage automatically selected)
Analytics (13%)
Report
ADMINISTRATIVE RESTRICTIONS, Users can only report on data they have read access to, Both field and object security, Page layouts do not affect ability to report
STANDARD REPORT, Standard reports are the ones that come pre-installed, “Run Reports” permission required.
CREATE A CUSTOM REPORT, “Create and Customize Reports” permission required
“Find Reports”, Only custom reports are listed
REPORT TYPES, Tabular – simple list (CSV style report). Provides totals for the entire list of data., Summary – sorts and sub-sorts data by row. Provides totals for each section of sorted data (rows)., Matrix – sorts and sub-sorts data by row and column. Provides totals for each section of sorted data (rows & columns).
CUSTOM REPORT TYPES, links data from different objects together through lookup or M/D relationships, Can customize which fields are show in report creater
CHARTS, not available for Tabular reports
Filters, Standard Filters, View: Selection of object by ownership (mine only, team, etc.), Date range: Selection of any date range on the object, Advanced filter, Filter operators, equals, not equal to, less than, greater than, less or equal, greater or equal, contains, does not contain, starts with, includes (multi-pick list), excludes (multi-pick list), Advanced Options, Allows you to set AND/OR per filter criteria line, Limitation is that variables cannot be used on left hand side
CUSTOM SUMMARY FORMULAS, Columns to total, Result of formula: Number/Percent/Currency, Record Count Sum, Any numeric field: Sum/Largest Value/Smallest Value/Average
CONDITIONAL HIGHLIGHTING, Select Chart & Highlights. Select a summary total, select values and colors for each point. This will only color highlight summary totals, and is only available for Summary/Matrix reports accordingly.
DASHBOARD
a compilation of different reports or external data
COMPONENT TYPES, Chart, Table, Custom S-Control, Gauge, Metric, Table
PRINT AND EXPORT, Both options are available from the report itself. Export is available from the reports list. Printable view gives you an excel document formatted for pri nting. Export gives you a CSV/Excel document with sort-friendly data.
EMAIL AND SCHEDULE A REFRESH OF A DASHBOARD, EE/UE only, Up to 5 contacts outside of Salesforce users can be emailed
RUNNING USER, dashboard will use the permissions of whoever is selected as the running user
Data Utilities (3%)
EXTERNAL ID
object can have a maximum of 3 external ID fields
external ID can be a number, text, or email field
external ID can be used to prevent duplicate entries when importing data
external ID makes it much easier to update data in Salesforce from an external system
external fields are searched from the side bar
Data Migration
Personal Edition can import contacts and accounts. Pro+ can import custom objects, leads, solutions, etc., Import My Accounts & Contacts is limited to records that you own, and is limited to a maximum of 500 records
Data import wizards- a) user can import their own contacts and accounts, b) system administrator can use wizards to import data for entire company
Data loader – wide variety of uses, requires use of salesforce id for each record, The various import wizards under administrative setup require administrative privileges and can import up to 50,000 records
Outlook/Lotus Notes sync – users can manually associate their contacts to an existing salesforce.com org
Microsoft Office connector – excel can be used to upload data. Should not be referenced on the test, but something you should know exists.
Data Loader
Insert
Update
Upsert
Delete
Export
RECYCLE BIN
holds records for 30 days
can undelete a record and all of the associated records will accompany (if you undelete a contact, all of the activities will get undeleted as well.
Recycle bin storage (in records) = Storage size in MB x 250
WEEKLY EXPORT
Enterprise and Unlimited only. Cost @ Professional.
Setup –> Data Management –> Data Export. Schedule. Every week you will get a zip file containing your entire company’s Salesforce data.
Storage Allocation
Data Storage, the data stored in each record- activities, accounts, contacts etc.
File storage, file attachments, documents
Data Validation (3%)
a method to conditionally prevent records from being saved
enforced whenever a record is saved
Validation rules during lead conversion are only active if enabled
Approval Process (3%)
Steps for an approval
1. User submits record for approval, No way to automatically submit
2. Does this record match the criteria for any approval processes on this object, If yes –> Step 3 If no –> Reject
3. Perform initial submission actions, This will always include locking the record so that no further changes can be made until the approval process is finished
4. Record enters approval steps, Appropriate parties must approve/deny record
5. One of 3 approval process completions occurs. In addition to locking or unlocking the record, each of these completions can has its own set of additional workflow actions., Approval. Record is approved by all parties. The record is locked by default., Rejection. Record is rejected by any part. The record is unlocked by default., Recall. Record is recalled by submitter. The record is always unlocked.
Difference from workflow
Manual. Can only be invoked if record matches criteria.
Each step of the approval process requires interaction from a user (approve/reject).
Locks the record during the approval process.
Approval process audit history listed in separate related list on object
when you create an approval process using the wizard you’ll get an approval process with one approval step and one set of filter criteria with the default values
HOW TO ROUTE APPROVALS
Each approval step is, 1) ordered in number of execution, 2) has its own filter criteria for entry, 3) designates an approver
1. Record is submitted for approval and meets initial criteria
2. If yes –> require approval. Designated approver approves/rejects and chooses the next approver if required. If the next approver is automatically selected through a hierarchical relationship, the current approver is used to determine the relationship (not the approval initiator).
3. Repeat step 2 until out of finished with approval steps
SETTINGS IN CREATING WORKFLOW APPROVAL PROCESSING
Filter Criteria
Next automated approver – used for hierarchical approvals
Administrator only or Administrator and Approver record modification
Email template – template that is sent to approver when an approval is required from that individual
Approval Page fields – these are the fields that show up on the approval page
Security settings – set if page can be viewed from Salesforce mobile, or only from a web browser
Specify initial submitters – who can submit the record for approval (by default this is the record owner only)
Workflow (5%)
Only Enterprise
triggered based upon pre-defined criteria to perform actions
Rules Criteria
When a record is created, or when a record is edited and did not previously meet the rule criteria
Only when a record is created
Every time a record is created or edited, may not be used in conjunction with time-based workflow actions
Filter criteria required
Actions
Create tasks
Send emails, Whoever activates the workflow rule will be the sender of the email (from cannot be set).
Update fields, you cannot update a lookup field
Send outbound message (used to send information to external services).
Types
Immediate
Time-based, Attached to time trigger, measured in hours or days before or after any date or date/time field on the object (e.g. 7 days after case open), Multiple workflow actions can be assigned to a single time trigger, multiple time triggers can exist per workflow rule
Customization (17%)
Profiles
Profiles are primarily used to control the permissions for a user
WHAT A PROFILE CONTROLS, Tabs shown (Default On, Default Off, Hidden), IP restrictions (Enterprise+), Object-level security, Field-level security, Login hours, Apex/VF pages accessible, Console layout, Selectable applications (sales, call center, etc.), Administrative & General User permissions
LIST THE STANDARD PROFILES, Contract Manager, Marketing User, System Administrator, Solutions Manager, Standard User, Read Only
WHEN TO CREATE A CUSTOM PROFILE, to change any of the following on a standard profile, Change Administrative permissions, General User permissions, Object-level permissions
Fields
Custom Field Types, Auto Number, Checkbox, Currency, Date, Date/Time, Email, Formula, Hierarchical (lookup for user), Lookup Relationship, Master-Detail Relationship, Number, Percent, Phone, Picklist, Picklist (Multiselect), Roll-Up Summary, Text, Text (Encrypted) – Available by request only, Text Area, Text Area (Long), URL
ROLL-UP SUMMARY FIELDS, performs math on data in related lists, only available if master-detail relationship, Types, COUNT, SUM, MIN, MAX, can set filter criteria for records to include in the summary
Field History Tracking, Can enable for, Accounts, Cases, Contacts, Contracts, Leads, Opportunities, Solutions, Custom Objects, Can't enable for, campaigns, assets, ideas, documents, opportunity products, price books, products
DEPENDENT PICKLIST, Picklist dependencies work for Picklist and Picklist (Multiselect) fields only
CUSTOM LOOKUP FIELDS, Creates a related list on the other object, controlled by the lookup field, Enables cross-object formulas
CAPABILITIES OF FORMULA FIELDS, can capture and manipulate data, can pull data from, Any field on the record the formula is created, Any field on a record that is linked via lookup relationship (max 5), reference account’s data, CAN NOT reference data in related lists
DIFFERENCES BETWEEN A CUSTOM FIELD AND A STANDARD FIELD, Custom fields and objects have "__c" in the API name, Custom related lists to have "__r" appended to the API name.
MAP CUSTOM LEAD FIELDS, Customize –> Leads –> Fields, Map Lead Fields
Field Level Security, Administrative Setup –> Security Controls –> Field Accessibility, Administrative Setup –> Manage Users –> Profiles, Apply whatever security is most restrictive between the page layout and field level security of the profile
Record Types
Enterpise+ only
Master record type, present for every object, not listed under the record types list, contains all picklist/process options
Each record type is assigned to 1 page layout type per profile
The overall process for creating a record:, 1. What record types are associated with the current profile?, 2. What record types are associated with the current profile?, 3. Based upon record type and profile, assign appropriate page layout., 4. Based upon record type, assign the appropriate process and picklist values.
Process, selection of picklist values specific to an object, Examples:, Lead Process: Lead Status (open, closed, etc.), Sales Process (opportunity): Stage (won, lost, percentage), Support Process (case): Case Status (open, closed, etc.), Solutions Process: Solution Status (draft, deployed, etc.)
OBJECTS THAT REQUIRE A BUSINESS PROCESS, Lead, Opportunity, Case, Solution
RE-LABEL A STANDARD OBJECT
Customize –> Tab Names and Labels –> Rename Tabs and Labels
Page Layouts
Sections contain either, fields, custom links, related lists, which fields displaced are controlled by the page layout, the name of the related list is determined by the lookup/master-detail relationship on the other object
Page layouts can make an object required or read only
Combine page layouts and field-level security: take the lowest possible permission
Page layouts are assigned by profile and by record type
CUSTOMIZE A RELATED LIST
fields displayed on the related list are controlled by the page layout
CREATE, CUSTOMIZE, AND PRINT A LIST VIEW
You can assign filter criteria to your list view
can assign list views to: yourself only, groups, and roles.
print a list view click the printable view button on the top right of the page. Printable list-views can be disabled org wide
OBJECTS THAT REQUIRE A BUSINESS PROCESS
Lead
Opportunity
Case
\nSolution
FIELD-LEVEL SECURITY
Apply whatever security is most restrictive between the page layout and field level security of the profile.
Administrative Setup –> Security Controls –> Field Accessibility, This will allow you to view by fields, profiles, or record types.
Administrative Setup –> Manage Users –> Profiles, This will allow you to configure field-level security per profile.
Organization Administration (5%)
Company Information Fields
Organization Name
Primary Contact
Division
Address
Fiscal Year Starts In
Newsletter
Admin Newsletter
Hide Notices About System Maintenance
Hide Notices About System Downtime
Phone
Fax
Default Locale
Default Language
Default Time Zone
Currency Locale
Used Space
API Requests
Restricted Logins, Current Month
Salesforce.com Organization ID
User Licenses
Feature Licenses (Offline, Mobile, Wireless, etc.)
CREATE AND MANAGE LETTERHEADS AND EMAIL TEMPLATES
Letterheads are stored company-wide.
Email templates can be stored company-wide or on a per-user basis
CURRENCY
Currency Locale, Sets default currency if multi currency enabled
Multiple currencies, Needs to be enabled by Salesforce (can't be turned off), Adds a currency to each, User, Will be the default for all, quotas, forecasts, opportunities, reports, Setup –> Company Profile –> Manage Currencies
Advanced Currency Management, Dated Exchange Rates, Dated exchange rated used with, opportunities, opportunity products, opportunity product schedules, Dated Exchange don't work with, Forecasts, custom currency fields, cross-object formulas
Effect of changing Currency Locale, Changing the currency locale will change the symbol that each currency field presents. Modifying this field will not change the actualy number in any currency field.
Default Locale
This will control how some information appears (i.e., numbers, dates, phone numbers, etc).
Default Language
This changes the language that Salesforce UI uses (terms like opportunity, user, etc.). Changing this setings will not affect existing users.
New users will inherit the default company-wide language.
Business Hours
Name
Use these business hours as default
Active
Time Zone
Mon-Sun Hours
Effect of changing Default Time Zone, Login hours are assessed using the organization’s Default Time Zone., A new user’s default time zone will mirror the company default., Business Hours are not affected by the default company time zone. Each business hours record has its own selection for time zone.
Fiscal Year
Standard Fiscal Year or Custom Fiscal Year
Fiscal Year Start Month
Fiscal Year is Based On, The ending month, The starting month
EFFECT OF ENABLING CUSTOM FISCAL YEAR, This setting is company-wide, and is not reversible., Fiscal years are defined year by year., Salesforce uses your custom fiscal periods for reporting, Changing fiscal periods will void any associated forecasts and quotas, Fiscal period column will not show on opportunity reports or list views.
Navigation / User Interface (UI) Settings (3%)
SALESFORCE HOME TAB
determined by page layouts (profile-based), Setup –> Customize –> Home –>Home Page Components, Setup –> Customize –> Home –> Home Page Layouts
Components, Search, Create New, Recent Items, Messages & Alerts, Custom Links, Solution Search, Document Search, Product Search, Dashboard Snapshot, Items To Approve, Calendar, Tasks
SEARCH SETTINGS
Company wide
Enable Object Drop-Down List for Sidebar Search
Enable "Limit to Items I Own" Sidebar Search Checkbox
Auto-complete and Enhanced lookups are both configured on a per-object basis.
CUSTOMIZE THE TABS
Settings –> Manage Users –> Profiles
Default On: tab will show unless user turns it off
Default Off: tab will not show unless user turns it on
Hidden: tab will not show, nor will it be listed under all tabs. This does not prevent the user from viewing the data of this object type.
LOCATE, IDENTIFY, AND EXPLAIN THE UI SETTINGS AN ADMINISTRATOR CONTROLS
Enable Collapsible Sections, Allows you to condense page sections.
Show Quick Create, Adds quick create menu to sidebar, fields vary depending on tab selected
Enable Hover Details, when you drag your mouse over a link it will provide basic information.
Enable Related List Hover Links, Extends the above functionality to links in related lists.
Enable Inline Editing, This lets you edit a record without clicking the edit button before hand
Enable Enhanced Lists, This will replace your default lists with an interface that will let you easily move column headers, With both enhanced lists and inline editing editing enabled you can make changes directly while in the list
Enable Floating Report Headers, This will keep the headers of the report with the report as you scroll down multiple pages
Enable Printable List Views
Enable Collapsible Sidebar
Show Custom Sidebar Components on All Pages
Enable Home Page Hover Links for Events
Enable Drag-and-Drop Editing on Calendar Views
Enable Hover Links for My Tasks list
Identity Confirmation (2%)
IDENTITY CONFIRMATION FEATURE
1. Is the org using IP Login Restrictions on Profiles?
2. Is the User logging in from an IP on the Trusted Network list?
3. Have we seen this Activated User from this IP address before? - If Activated once, the IP is added to users list and never challenged from the IP again. - Each user has a list of IPs from which they’ve activated.
4. Does the User have a salesforce cookie in this browser?
5. A cookie is added to browser once logged in.
6. If they log in from a Trusted Network IP a cookie will be set in the browser.
Yes on any above and will pass otherwise required to activate
Login hours
per-profile basis
Enterprise and up only
Login IP Ranges
By default, any user can connect from any IP address
when 1 IP added user can only connect from IP range
configured depending on version, Enterprise and up: Profile-based, Professional and lower: Company-wide
Trusted Networks
Do not need to activate computer
Do not need security token for API calls
Setup –> Security Controls –> Network Access
Criteria for Security Token
1. Is this User / API call / client app logging in from an IP on the Trusted IP Range list?
2. Does this User have IP Login Restrictions on their profile?
- Yes on either of these will mean a pass on Security Token requirement
METHODS TO ALLOW ACCESS
Web browers (UI)
API access, Enterprise Edition and up
Mobile application (Blackberry)
Access is granted by creating a user with a set profile
CRM Overview (3%)
Saas Model
Vendor maintains, Servers, Software
Purchase Licenses
Web based
Advantages, No infrastructure to maintain
Disadvantages, Requires Internet, Long term costly
Applications
Sales, Home, Campaigns, Leads, Accounts, Contacts, Opportunities, Forecasts, Contracts, Cases, Solutions, Products, Reports, Documents
Call Center, Home, Accounts, Contacts, Cases, Solutions, Reports, Dashboards, Documents
Marketing, Home, Campaigns, Leads, Contacts, Opportunities, Reports, Dashboards, Documents
Ideas, Home, Contacts, Accounts, Ideas, Reports, Dashboards
Standard Objects
Accounts, company contact info, Person Account, combines contact and account, B2C, Must be enabled
Activities, Events (calendar), Tasks, Lookup Field can reference diff objects
Assets, Relate to, Account, Contact, Product
Campaigns, Marketing Tool, Track, Response Rate, ROI, Can add, Leads, Contacts
Cases, Self service portal, Email to case, Web to case
Contacts, Contact Card, If no account then private
Contract, Audit history
Dashboard, Multiple reports, Need refresh
Documents, No attachments, Shared online, Used by system
Forecasts, Project revenue, Track quotas
Leads, Convert to, Contact, Account, Opportunity, Web-to-lead
Opportunities, Stage, Open, Closed won, Closed Lost, Probability
Opportunity Products, Line items, Master detail
Price book, Different pricing structures
Products, Products or services sold
Reports, Tabular, Summary, Matrix
Solutions, Answers to common cases, Reviewed
Users, Use to login
Diagram, D
Notes
Console (2%)
provides a list view and related records into one screen
allows users to access information across multiple records and multiple objects on one screen without the use of any code.
Views
Setup the Console
1. Create console layouts (determines which objects are selectable)
2. Define page layouts for all objects referenced by console, The mini console layout determines which records are displayed via lookup relationship in the right side bar., The mini page layout determines which fields are displayed in the right side bar of the console (it also impacts hover details and event overlays for the object).
3. Assign profile to console layout, select the console tab visibility and add the tab for the profile and app Customize –> Console –> Console Layouts
Custom Objects, Applications, & Tabs (7%)
Custom Object
A custom object is one that is not initially packaged with the application.
Relationships between objects, One to Many, master-detail, owner of master record automatically owns all associated detail records., Security controls for the master record control the detail record., detail record must be linked to a master record in order to save the record, Only one level deep – a detail object cannot also be a master object., A detail record can have two different master records, lookup, hierarchical, A lookup relationship on the user object to the user object, Many to many, established by creating a linking object, The linking object must have a relationship to each of the objects it is linking together
Create a custom object, Create->Objects, Label, Plural Label, Object Name, Used for API calls, Description, Context-sensitive help setting, Record name, Appears on related lists, Data type, Text, Autonumber, Allow reports, Allow activities, Track field history, In Development / Deployed, If listed in development, only users with customize application permission will be able to see it
Custom object tab
Create –> Tabs
Custom object tab provides a tab to access a custom object.
Enables search results for the custom object.
Enable the object as an option in the “Create New…” menu in the sidebar.
Set the icon that represents the object.
Set the color scheme for the page layout of the icon.
If a custom object does not have an associated tab, it is only possible to access the object (from the UI) through reporting (if enabled) or through related lists where applicable.
Web Tab
Create –> Tabs, Choose width, Full page width – removes left sidebar, 2 columns with Salesforce sidebar, S-Control or URL, Content Frame Height, Splash Page Selection
Web tabs can be used link in external content from websites other than Salesforce via an S-Control or URL.
Custom App
determines which tabs are listed by default
A user can customize this list per application specific to their account
if a tab is hidden on the user profile, it will never be visible
Create –> Apps, Custom Image, The image must be a document marked as an Externally Available Image to be selectable, Default Landing Page (Home or object), Select tabs, Assign visibility to profiles
The Force.com AppExchange (2%)
a website for locating, purchasing (if a fee is associated), and installing 3rd party software into your Salesforce organization to extend its core functionality
Managed packages
Can be upgraded post-installation by the package publisher
Support subscription-based licensing
May contain portions that are locked
Unmanaged packages
not locked and cannot be upgraded by the publisher
Installing a package
1. Find the package on the AppExchange and click on “Get It Now”. Provide administrator user credentials
2. Confirm the package requirements
3. Approve API access
4. Choose security settings, Admin access only, Gives no custom object permissions to any user profile except the administrator’s and any profile with the "Customize Application" permission., sets field-level security to visible and editable for all fields included in the new the features in this packag, Grant access to all users, Gives full access to custom objects included in the new package, sets field-level security to visible and editable for all fields included in the new package, Select security settings, Allows you to choose the usage access for all existing custom and standard profiles in your organization
5. Install
Uninstall a package
Setup –> View installed packages
Select the package and then click uninstall.
You will get an email when the package removal is complete
Activities (2%)
Tasks
Use a single date entry
Represent to-do items
Can have an associated reminder pop-up
Tasks marked as completed when status of record is changed to completed
Events
Use a date/time entry for both start and end
Represent calendar items
Can have an associated reminder pop-up
Can have recurring series of events (if setting is enabled)
Event marked as completed when the end time of the event is passed by the current time
Manage Public Calendars and Resources
Customize –> Activities –> Public Calendars and Resources
1. Create the calendar
2. Create sharing rules for the calendar (by default no one has access)
3. Mark the calendar as active
Activity Settings
Enable Group Tasks
Enable Sidebar Calendar Shortcut
Enable Creation of Recurring Events
Enable Creation of Recurring Tasks
Enable Activity Reminders
Enable Spell Checker on Tasks and Events
Enable Email Tracking
Show Event Details on Multi-User Calendar View
Enable Multiday Events
Show Requested Meetings in the Calendar Section on the Home Tab
Show Custom Logo in Meeting Requests
Multiday events
multiday event is an event that lasts longer than 24 hours
Multiday events cannot be synchronized with Outlook
Multiday events must be enabled
Advanced Configuration Options (5%)
Client Management Feature (Person Accounts)
person account is used primarily in Business to Consumer (B2C) applications
it blends the functionality of both an account and a contact into a separate record type on the account object called a “Person Account”
It is free, but is enabled by request only.
Territory Management Feature
Enterprise+ Edition only
Customizable forecasting must be enabled for the org
Territory management is free, but available by request only.
Advanced Currency Management Feature
Company Profile –> Manage Currencies
capable of converting currencies with dated exchange rates
providing an accurate and simple way to report across multiple currencies and regions while accounting for fluctuations in exchange rates
Only certain fields and objects are impacted by Advanced Currency management, applicable date field would determine which exchange rate is used, Close Date determines which rate is used for Amount on an Opportunity, For those fields not impacted (e.g. cross-object formulas), the static exchange rate is used.
Multiple currencies must be enabled first (available by request only)
Security and Access (13%)
Setup –> Manage Users –> Users
User Record
Name
Alias
Username
Title
Delegated Approver
Manager
Company
Department
Last Login
Used Space
Employee Number
Email Encoding
Mobile
Fax
Extension
Phone
Call Center
Checkout Enabled
Development Mode
Send Apex Warning Emails
Accessibility Mode
Sales Anywhere User
Offline user
Active
Profile
Role
Admin Newsletter
Newsletter
Language
Locale
Time Zone
Address
Division
Related Lists, Personal Groups, Public Group Membership, Queue Membership, Managers in Role Hierarchy, Login History
Record Owner Concept
For each and every record there is one and only one record owner
Records can only be assigned to active licensed Salesforce users
When a user is marked inactive, they still own all records assigned to them, but cannot be assigned new records
the role of the record owner is what determines access to that record for the rest of the organization via Sharing Settings
In practice each user should be responsible for all records owned
Sharing Model
Organization-wide defaults control the level of access each user has to record they do not own.
Group-based sharing rules do not propagate using hierarchies
How Access Is Granted Via Role Heiarchy?, 1. Does the user’s profile have access to this object?, If no, deny access., 2. Is Grant Access Using Hierarchies enabled for this object?, If No –> Step 3, If Yes –> Is this user’s role higher in the hierarchy than the role of the record’s owner?, If Yes –> Provide full access, If No –> Grant permissions of any sharing rule for users lower in the hierarchy, 3. Grant permissions of any sharing rule specific to my role, 4. Grant permissions of default sharing settings, Grant the highest privileges of all of these steps combined.
Setup Organization Wide Sharing Defaults, Security Controls –> Sharing Settings
Roles
Users should be grouped into roles based upon their need for access to data
Creating a role for each title is not required
Roles are accessed throughout the application, and are particularly important for reporting
Manage Users –> Roles, Build a role heiarchy, Assign users to roles
Mas Transfer Record from one user to another
Data Management –> Mass Transfer Records
1. Select the type of record to transfer.
2. Enter the old user, new user, and set the filter criteria for records to transfer.
DO NOT trigger workflow rules.
Sharing Rules
Security Controls –> Sharing Settings
Objects that have?, Leads, Account, Contact, Opportunity, Case, Campaign, Custom Objects
Established between, Public Groups, Queues, Roles, Roles and Subordinates, Criteria Based (Sprint 11)
Share Records Manually, The sharing button will only appear when a record the Sharing Model for the object is either Private or Read Only., Records are shared individually
Public Groups, created by administrators and can be used by everyone, same basic functionality as private groups, using a sharing rule (org-wide or record sharing), specify contact synchronization, add multiple users to a Salesforce Content workspace
Account/Sales Teams
Sales Teams are designed to share information and establish roles between different roles within the organization.
The owner of the opportunity can create roles for each of the others and provide write access to the opportunity
Account Teams work on the same principal, however they can share all information on the account:
Folders
Used with, Documents, Email Templates, Reports, Dashboards
Folders act as containers for records
Creating a folder will let you specify the organization’s access to that folder and the records within
