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Service & Support Administration (5%)


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.


track sub-cases


work like any other queue


Rules are executed in order

if no order matches the default assignment is used


used for customer request page on your company website

or IT support request page on an intranet page


support email account or helpdesk/call center situation is ideal for this

incoming/outbound emails can be tracked and attached to cases automatically


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


auto response rules can determine which email response will be sent when a customer submits a case through email, website, or self service portal


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


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.


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


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 assignment rules to forward leads to the correct queue.

queue would be a group of users that would handle a particular set of leads


The rules are processed in order, and if none of the rules are met then the lead is sent to the default lead owner



allow you to determine what response email is sent to the website submitter


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


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%)


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.


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%)


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 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







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


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


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


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


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).



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 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


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.)



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


fields displayed on the related list are controlled by the page layout


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







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



Fiscal Year Starts In


Admin Newsletter

Hide Notices About System Maintenance

Hide Notices About System Downtime



Default Locale

Default Language

Default Time Zone

Currency Locale

Used Space

API Requests

Restricted Logins, Current Month Organization ID

User Licenses

Feature Licenses (Offline, Mobile, Wireless, etc.)


Letterheads are stored company-wide.

Email templates can be stored company-wide or on a per-user basis


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


Use these business hours as default


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%)


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


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.


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.


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%)


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


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


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


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.


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 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%)


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


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






Delegated Approver




Last Login

Used Space

Employee Number

Email Encoding





Call Center

Checkout Enabled

Development Mode

Send Apex Warning Emails

Accessibility Mode

Sales Anywhere User

Offline user




Admin Newsletter




Time Zone



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


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:


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