1.1.1. 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.

1.2. CASE HIERARCHIES

1.2.1. track sub-cases

1.3. CASE QUEUES

1.3.1. work like any other queue

1.4. CASE ASSIGNMENT RULE

1.4.1. Rules are executed in order

1.4.2. if no order matches the default assignment is used

1.5. WEB-TO-CASE

1.5.1. used for customer request page on your company website

1.5.2. or IT support request page on an intranet page

1.6. EMAIL-TO-CASE

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

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

1.7. CASE ESCALATION RULE

1.7.1. designed to escalate cases when they meet certain criteria

1.7.2. After X number of hours (and 30 minute increments)

1.7.3. Case escalations can email up to 5 non Salesforce users

1.7.4. Customize –> Cases –> Escalation Rules

1.8. CASE AUTO-RESPONSE RULE

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

1.9. FUNCTIONALITY OF THE BUSINESS HOURS

1.9.1. Business hours allow you to assign cases to different time zones, and escalate cases according to time zone.

1.9.2. 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.

1.9.3. Company Profile –> Business Hours

1.10. Support Settings

1.10.1. Customize –> Cases –> Support Settings

1.10.2. Default Case Owner

1.10.3. Notify Default Case Owner

1.10.3.1. Option to email case owner when a new case is assigned to them

1.10.4. Automated Case User

1.10.4.1. User listed in case history for default creation and actions until reassigned

1.10.5. Case Creation Template

1.10.5.1. Email to send to person requesting the case acknowledging creation of case

1.10.6. Case Assigned Template

1.10.6.1. Email to send to case owner

1.10.7. Case Close Template

1.10.7.1. Email sent to requestor indicating that the case is closed

1.10.8. Email Case Comments Notification to Contacts

1.10.8.1. When enabled allows contacts outside of the self service portal to receive notifications when case comments are updated

1.10.9. Notify Case Owner of New Case Comments

1.10.10. Early Triggers Enabled

1.10.11. Enable Suggested Solutions

1.10.12. Send Case Notifications from System Address

1.10.12.1. If not checked, notification updates will be sent from user that updates the case

1.10.13. Notify Case Owners when Case Ownership Changes

1.11. RULES AND THE USE OF EMAIL TEMPLATES

1.11.1. Customize –> Cases –> Auto-Response Rules

1.11.2. 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.

1.12. SOLUTIONS

1.12.1. A solution is a defined answer to a support issue.

1.12.2. Solutions have a many-to-many relationship to cases

1.12.3. Solutions have a status field (draft, published, etc) that allow for easy maintenance and prevent premature visibility of unapproved solutions.

1.12.4. Solutions can be made available in the self service portal and public knowledge base.

1.12.5. SOLUTION CATEGORY

1.12.5.1. Customize –> Solutions –> Solution Categories

1.12.5.2. Solutions are assigned in the categories related list in on the solution record. A solution can belong to many categories.

1.12.6. SUGGESTED SOLUTIONS

1.12.6.1. top 10 recommended solutions

1.12.6.2. based upon a hidden formula

1.12.6.2.1. Word frequency in all solutions

1.12.6.2.2. Word frequency in similar cases with related solutions

1.12.6.2.3. Proximity of the keywords within the solutions

1.12.6.2.4. Word similarities to self-closed cases and solutions rated useful by Self-Service users

1.12.6.3. Suggested solutions can be used:

1.12.6.3.1. Case page: click view suggested solutions and it will show the user entering the case.

1.12.6.3.2. Customer Portal and Self Service Portal: Customers can view suggested solutions when they submit a case online.

1.12.6.3.3. Case auto responses: you can add the merge field {!Case_Suggested_Solutions} and it will include these in the email.

1.12.7. SELF-SERVICE PORTAL

1.12.7.1. Enterprise and Unlimited Edition only.

1.12.7.2. Cases can be logged

1.12.7.3. Past cases can be viewed

1.12.7.4. Solutions can be browsed if this option is enabled

1.12.7.5. Suggested solutions can be enabled

1.12.7.6. Activities can be shown if marked as available for self service portal, as can case comments if the comment is marked publicly viewable.

1.12.7.7. WAYS TO ACCESS THE SELF-SERVICE PORTAL

1.12.7.7.1. self service portal is accessed by users through a website;

1.12.7.7.2. the self service portal is enabled by the system administrator

1.12.7.7.3. can export the code or URL to the site and import this code/URL to the appropriate website

2. Marketing Administration(5%)

2.1. Only Enterprise

2.2. CAMPAIGN

2.2.1. Leads and contacts can be added to marketing campaigns

2.2.2. can then be used to track response rates, ROI, and other statistics

2.2.3. CAMPAIGN HIERARCHIES

2.2.3.1. should be used when one campaign is a part of another

2.2.3.2. Max of 5 levels of hierarchy

2.2.3.3. Rolled up fields

2.2.3.3.1. Total Num Sent in Hierarchy

2.2.3.3.2. Total Expected Revenue in Hierarchy

2.2.3.3.3. Total Budgeted Cost in Hierarchy

2.2.3.3.4. Total Actual Cost in Hierarchy

2.2.3.3.5. Total Leads in Hierarchy

2.2.3.3.6. Total Converted Leads in Hierarchy

2.2.3.3.7. Total Contacts in Hierarchy

2.2.3.3.8. Total Opportunities in Hierarchy

2.2.3.3.9. Total Won Opportunities in Hierarchy

2.2.3.3.10. Total Value Won Opportunities in Hierarchy

2.2.3.3.11. Total Value Opportunities in Hierarchy

2.2.3.3.12. Total Responses in Hierarchy

2.2.4. LIST THE METHODS TO ASSOCIATE LEADS AND CONTACTS TO A CAMPAIGN

2.2.4.1. A report of existing leads or contacts

2.2.4.1.1. Run report of contacts/leads. Click “Add to Campaign”.

2.2.4.2. A list view of existing leads or contacts

2.2.4.2.1. Campaign –> Manage Members –> Add Members – Existing (Contacts/Leads)

2.2.4.3. An individual lead or contact record

2.2.4.4. Campaign –> Manage Members –> Add Members – Import File (will create new leads and associate them with the campaign)

2.3. LEAD QUEUES

2.3.1. lead assignment rules to forward leads to the correct queue.

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

2.4. LEAD ASSIGNMENT RULE

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

2.5. WEB-TO-LEAD

2.6. LEAD AUTO-RESPONSE RULE

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

2.7. MEASURE CAMPAIGN RESULTS

2.7.1. Individual campaign detail page

2.7.2. Campaign detail page of top-level campaign can show the statistics for the campaign hierarchy

2.7.3. All of these details can be pulled through both canned and custom reports

2.7.4. Measurements

2.7.4.1. Total Responses

2.7.4.2. Total Leads

2.7.4.3. Converted Leads

2.7.4.4. Total Contacts

2.7.4.5. Num Total Opportunities

2.7.4.6. Num Won Opportunities

2.7.4.7. Total Value Won Opportunities

2.7.4.8. Total Value Opportunities

2.8. CONVERTING A LEAD

2.8.1. 1. An account is created with the lead’s company information

2.8.2. 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

2.8.3. 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)

3. Analytics (13%)

3.1. Report

3.1.1. ADMINISTRATIVE RESTRICTIONS

3.1.1.1. Users can only report on data they have read access to

3.1.1.2. Both field and object security

3.1.1.3. Page layouts do not affect ability to report

3.1.2. STANDARD REPORT

3.1.2.1. Standard reports are the ones that come pre-installed

3.1.2.2. “Run Reports” permission required.

3.1.3. CREATE A CUSTOM REPORT

3.1.3.1. “Create and Customize Reports” permission required

3.1.4. “Find Reports”

3.1.4.1. Only custom reports are listed

3.1.5. REPORT TYPES

3.1.5.1. Tabular – simple list (CSV style report). Provides totals for the entire list of data.

3.1.5.2. Summary – sorts and sub-sorts data by row. Provides totals for each section of sorted data (rows).

3.1.5.3. Matrix – sorts and sub-sorts data by row and column. Provides totals for each section of sorted data (rows & columns).

3.1.6. CUSTOM REPORT TYPES

3.1.6.1. links data from different objects together through lookup or M/D relationships

3.1.6.2. Can customize which fields are show in report creater

3.1.7. CHARTS

3.1.7.1. not available for Tabular reports

3.1.8. Filters

3.1.8.1. Standard Filters

3.1.8.1.1. View: Selection of object by ownership (mine only, team, etc.)

3.1.8.1.2. Date range: Selection of any date range on the object

3.1.8.2. Advanced filter

3.1.8.2.1. Filter operators

3.1.8.2.2. Advanced Options

3.1.8.2.3. Limitation is that variables cannot be used on left hand side

3.1.9. CUSTOM SUMMARY FORMULAS

3.1.9.1. Columns to total

3.1.9.2. Result of formula: Number/Percent/Currency

3.1.9.3. Record Count Sum

3.1.9.4. Any numeric field: Sum/Largest Value/Smallest Value/Average

3.1.10. CONDITIONAL HIGHLIGHTING

3.1.10.1. 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.

3.2. DASHBOARD

3.2.1. a compilation of different reports or external data

3.2.2. COMPONENT TYPES

3.2.2.1. Chart

3.2.2.2. Table

3.2.2.3. Custom S-Control

3.2.2.4. Gauge

3.2.2.5. Metric

3.2.2.6. Table

3.2.3. PRINT AND EXPORT

3.2.3.1. 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.

3.2.4. EMAIL AND SCHEDULE A REFRESH OF A DASHBOARD

3.2.4.1. EE/UE only

3.2.4.2. Up to 5 contacts outside of Salesforce users can be emailed

3.2.5. RUNNING USER

3.2.5.1. dashboard will use the permissions of whoever is selected as the running user

4. Data Utilities (3%)

4.1. EXTERNAL ID

4.1.1. object can have a maximum of 3 external ID fields

4.1.2. external ID can be a number, text, or email field

4.1.3. external ID can be used to prevent duplicate entries when importing data

4.1.4. external ID makes it much easier to update data in Salesforce from an external system

4.1.5. external fields are searched from the side bar

4.2. Data Migration

4.2.1. Personal Edition can import contacts and accounts. Pro+ can import custom objects, leads, solutions, etc.

4.2.1.1. Import My Accounts & Contacts is limited to records that you own, and is limited to a maximum of 500 records

4.2.2. Data import wizards- a) user can import their own contacts and accounts, b) system administrator can use wizards to import data for entire company

4.2.3. Data loader – wide variety of uses, requires use of salesforce id for each record

4.2.3.1. The various import wizards under administrative setup require administrative privileges and can import up to 50,000 records

4.2.4. Outlook/Lotus Notes sync – users can manually associate their contacts to an existing salesforce.com org

4.2.5. Microsoft Office connector – excel can be used to upload data. Should not be referenced on the test, but something you should know exists.

4.3. Data Loader

4.3.1. Insert

4.3.2. Update

4.3.3. Upsert

4.3.4. Delete

4.3.5. Export

4.4. RECYCLE BIN

4.4.1. holds records for 30 days

4.4.2. 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.

4.4.3. Recycle bin storage (in records) = Storage size in MB x 250

4.5. WEEKLY EXPORT

4.5.1. Enterprise and Unlimited only. Cost @ Professional.

4.5.2. Setup –> Data Management –> Data Export. Schedule. Every week you will get a zip file containing your entire company’s Salesforce data.

4.6. Storage Allocation

4.6.1. Data Storage

4.6.1.1. the data stored in each record- activities, accounts, contacts etc.

4.6.2. File storage

4.6.2.1. file attachments, documents

5. Data Validation (3%)

5.1. a method to conditionally prevent records from being saved

5.2. enforced whenever a record is saved

5.3. Validation rules during lead conversion are only active if enabled

6. Approval Process (3%)

6.1. Steps for an approval

6.1.1. 1. User submits record for approval

6.1.1.1. No way to automatically submit

6.1.2. 2. Does this record match the criteria for any approval processes on this object

6.1.2.1. If yes –> Step 3 If no –> Reject

6.1.3. 3. Perform initial submission actions

6.1.3.1. This will always include locking the record so that no further changes can be made until the approval process is finished

6.1.4. 4. Record enters approval steps

6.1.4.1. Appropriate parties must approve/deny record

6.1.5. 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.

6.1.5.1. Approval. Record is approved by all parties. The record is locked by default.

6.1.5.2. Rejection. Record is rejected by any part. The record is unlocked by default.

6.1.5.3. Recall. Record is recalled by submitter. The record is always unlocked.

6.2. Difference from workflow

6.2.1. Manual. Can only be invoked if record matches criteria.

6.2.2. Each step of the approval process requires interaction from a user (approve/reject).

6.2.3. Locks the record during the approval process.

6.2.4. Approval process audit history listed in separate related list on object

6.3. 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

6.4. HOW TO ROUTE APPROVALS

6.4.1. Each approval step is

6.4.1.1. 1) ordered in number of execution

6.4.1.2. 2) has its own filter criteria for entry

6.4.1.3. 3) designates an approver

6.4.2. 1. Record is submitted for approval and meets initial criteria

6.4.3. 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).

6.4.4. 3. Repeat step 2 until out of finished with approval steps

6.5. SETTINGS IN CREATING WORKFLOW APPROVAL PROCESSING

6.5.1. Filter Criteria

6.5.2. Next automated approver – used for hierarchical approvals

6.5.3. Administrator only or Administrator and Approver record modification

6.5.4. Email template – template that is sent to approver when an approval is required from that individual

6.5.5. Approval Page fields – these are the fields that show up on the approval page

6.5.6. Security settings – set if page can be viewed from Salesforce mobile, or only from a web browser

6.5.7. Specify initial submitters – who can submit the record for approval (by default this is the record owner only)

7. Workflow (5%)

7.1. Only Enterprise

7.2. triggered based upon pre-defined criteria to perform actions

7.3. Rules Criteria

7.3.1. When a record is created, or when a record is edited and did not previously meet the rule criteria

7.3.2. Only when a record is created

7.3.3. Every time a record is created or edited

7.3.3.1. may not be used in conjunction with time-based workflow actions

7.4. Filter criteria required

7.5. Actions

7.5.1. Create tasks

7.5.2. Send emails

7.5.2.1. Whoever activates the workflow rule will be the sender of the email (from cannot be set).

7.5.3. Update fields

7.5.3.1. you cannot update a lookup field

7.5.4. Send outbound message (used to send information to external services).

7.6. Types

7.6.1. Immediate

7.6.2. Time-based

7.6.2.1. Attached to time trigger

7.6.2.2. measured in hours or days before or after any date or date/time field on the object (e.g. 7 days after case open)

7.6.2.3. Multiple workflow actions can be assigned to a single time trigger

7.6.2.4. multiple time triggers can exist per workflow rule

8. Customization (17%)

8.1. Profiles

8.1.1. Profiles are primarily used to control the permissions for a user

8.1.2. WHAT A PROFILE CONTROLS

8.1.2.1. Tabs shown (Default On, Default Off, Hidden)

8.1.2.2. IP restrictions (Enterprise+)

8.1.2.3. Object-level security

8.1.2.4. Field-level security

8.1.2.5. Login hours

8.1.2.6. Apex/VF pages accessible

8.1.2.7. Console layout

8.1.2.8. Selectable applications (sales, call center, etc.)

8.1.2.9. Administrative & General User permissions

8.1.3. LIST THE STANDARD PROFILES

8.1.3.1. Contract Manager

8.1.3.2. Marketing User

8.1.3.3. System Administrator

8.1.3.4. Solutions Manager

8.1.3.5. Standard User

8.1.3.6. Read Only

8.1.4. WHEN TO CREATE A CUSTOM PROFILE

8.1.4.1. to change any of the following on a standard profile

8.1.4.1.1. Change Administrative permissions

8.1.4.1.2. General User permissions

8.1.4.1.3. Object-level permissions

8.2. Fields

8.2.1. Custom Field Types

8.2.1.1. Auto Number

8.2.1.2. Checkbox

8.2.1.3. Currency

8.2.1.4. Date

8.2.1.5. Date/Time

8.2.1.6. Email

8.2.1.7. Formula

8.2.1.8. Hierarchical (lookup for user)

8.2.1.9. Lookup Relationship

8.2.1.10. Master-Detail Relationship

8.2.1.11. Number

8.2.1.12. Percent

8.2.1.13. Phone

8.2.1.14. Picklist

8.2.1.15. Picklist (Multiselect)

8.2.1.16. Roll-Up Summary

8.2.1.17. Text

8.2.1.18. Text (Encrypted) – Available by request only

8.2.1.19. Text Area

8.2.1.20. Text Area (Long)

8.2.1.21. URL

8.2.2. ROLL-UP SUMMARY FIELDS

8.2.2.1. performs math on data in related lists

8.2.2.2. only available if master-detail relationship

8.2.2.3. Types

8.2.2.3.1. COUNT

8.2.2.3.2. SUM

8.2.2.3.3. MIN

8.2.2.3.4. MAX

8.2.2.4. can set filter criteria for records to include in the summary

8.2.3. Field History Tracking

8.2.3.1. Can enable for

8.2.3.1.1. Accounts

8.2.3.1.2. Cases

8.2.3.1.3. Contacts

8.2.3.1.4. Contracts

8.2.3.1.5. Leads

8.2.3.1.6. Opportunities

8.2.3.1.7. Solutions

8.2.3.1.8. Custom Objects

8.2.3.2. Can't enable for

8.2.3.2.1. campaigns

8.2.3.2.2. assets

8.2.3.2.3. ideas

8.2.3.2.4. documents

8.2.3.2.5. opportunity products

8.2.3.2.6. price books

8.2.3.2.7. products

8.2.4. DEPENDENT PICKLIST

8.2.4.1. Picklist dependencies work for Picklist and Picklist (Multiselect) fields only

8.2.5. CUSTOM LOOKUP FIELDS

8.2.5.1. Creates a related list on the other object

8.2.5.2. controlled by the lookup field

8.2.5.3. Enables cross-object formulas

8.2.6. CAPABILITIES OF FORMULA FIELDS

8.2.6.1. can capture and manipulate data

8.2.6.2. can pull data from

8.2.6.2.1. Any field on the record the formula is created

8.2.6.2.2. Any field on a record that is linked via lookup relationship (max 5)

8.2.6.2.3. reference account’s data

8.2.6.2.4. CAN NOT reference data in related lists

8.2.7. DIFFERENCES BETWEEN A CUSTOM FIELD AND A STANDARD FIELD

8.2.7.1. Custom fields and objects have "__c" in the API name

8.2.7.2. Custom related lists to have "__r" appended to the API name.

8.2.8. MAP CUSTOM LEAD FIELDS

8.2.8.1. Customize –> Leads –> Fields, Map Lead Fields

8.2.9. Field Level Security

8.2.9.1. Administrative Setup –> Security Controls –> Field Accessibility

8.2.9.2. Administrative Setup –> Manage Users –> Profiles

8.2.9.3. Apply whatever security is most restrictive between the page layout and field level security of the profile

8.3. Record Types

8.3.1. Enterpise+ only

8.3.2. Master record type

8.3.2.1. present for every object

8.3.2.2. not listed under the record types list

8.3.2.3. contains all picklist/process options

8.3.3. Each record type is assigned to 1 page layout type per profile

8.3.4. The overall process for creating a record:

8.3.4.1. 1. What record types are associated with the current profile?

8.3.4.2. 2. What record types are associated with the current profile?

8.3.4.3. 3. Based upon record type and profile, assign appropriate page layout.

8.3.4.4. 4. Based upon record type, assign the appropriate process and picklist values.

8.3.5. Process

8.3.5.1. selection of picklist values specific to an object

8.3.5.2. Examples:

8.3.5.2.1. Lead Process: Lead Status (open, closed, etc.)

8.3.5.2.2. Sales Process (opportunity): Stage (won, lost, percentage)

8.3.5.2.3. Support Process (case): Case Status (open, closed, etc.)

8.3.5.2.4. Solutions Process: Solution Status (draft, deployed, etc.)

8.3.6. OBJECTS THAT REQUIRE A BUSINESS PROCESS

8.3.6.1. Lead

8.3.6.2. Opportunity

8.3.6.3. Case

8.3.6.4. Solution

8.4. RE-LABEL A STANDARD OBJECT

8.4.1. Customize –> Tab Names and Labels –> Rename Tabs and Labels

8.5. Page Layouts

8.5.1. Sections contain either

8.5.1.1. fields

8.5.1.2. custom links

8.5.1.3. related lists

8.5.1.3.1. which fields displaced are controlled by the page layout

8.5.1.3.2. the name of the related list is determined by the lookup/master-detail relationship on the other object

8.5.2. Page layouts can make an object required or read only

8.5.3. Combine page layouts and field-level security: take the lowest possible permission

8.5.4. Page layouts are assigned by profile and by record type

8.6. CUSTOMIZE A RELATED LIST

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

8.7. CREATE, CUSTOMIZE, AND PRINT A LIST VIEW

8.7.1. You can assign filter criteria to your list view

8.7.2. can assign list views to: yourself only, groups, and roles.

8.7.3. print a list view click the printable view button on the top right of the page. Printable list-views can be disabled org wide

8.8. OBJECTS THAT REQUIRE A BUSINESS PROCESS

8.8.1. Lead

8.8.2. Opportunity

8.8.3. Case

8.8.4. Solution

8.9. FIELD-LEVEL SECURITY

8.9.1. Apply whatever security is most restrictive between the page layout and field level security of the profile.

8.9.2. Administrative Setup –> Security Controls –> Field Accessibility

8.9.2.1. This will allow you to view by fields, profiles, or record types.

8.9.3. Administrative Setup –> Manage Users –> Profiles

8.9.3.1. This will allow you to configure field-level security per profile.

9. Organization Administration (5%)

9.1. Company Information Fields

9.1.1. Organization Name

9.1.2. Primary Contact

9.1.3. Division

9.1.4. Address

9.1.5. Fiscal Year Starts In

9.1.6. Newsletter

9.1.7. Admin Newsletter

9.1.8. Hide Notices About System Maintenance

9.1.9. Hide Notices About System Downtime

9.1.10. Phone

9.1.11. Fax

9.1.12. Default Locale

9.1.13. Default Language

9.1.14. Default Time Zone

9.1.15. Currency Locale

9.1.16. Used Space

9.1.17. API Requests

9.1.18. Restricted Logins, Current Month

9.1.19. Salesforce.com Organization ID

9.1.20. User Licenses

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

9.2. CREATE AND MANAGE LETTERHEADS AND EMAIL TEMPLATES

9.2.1. Letterheads are stored company-wide.

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

9.3. CURRENCY

9.3.1. Currency Locale

9.3.1.1. Sets default currency if multi currency enabled

9.3.2. Multiple currencies

9.3.2.1. Needs to be enabled by Salesforce (can't be turned off)

9.3.2.2. Adds a currency to each

9.3.2.2.1. User

9.3.2.2.2. Setup –> Company Profile –> Manage Currencies

9.3.3. Advanced Currency Management

9.3.3.1. Dated Exchange Rates

9.3.3.2. Dated exchange rated used with

9.3.3.2.1. opportunities

9.3.3.2.2. opportunity products

9.3.3.2.3. opportunity product schedules

9.3.3.3. Dated Exchange don't work with

9.3.3.3.1. Forecasts

9.3.3.3.2. custom currency fields

9.3.3.3.3. cross-object formulas

9.3.4. Effect of changing Currency Locale

9.3.4.1. 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.

9.4. Default Locale

9.4.1. This will control how some information appears (i.e., numbers, dates, phone numbers, etc).

9.5. Default Language

9.5.1. This changes the language that Salesforce UI uses (terms like opportunity, user, etc.). Changing this setings will not affect existing users.

9.5.2. New users will inherit the default company-wide language.

9.6. Business Hours

9.6.1. Name

9.6.2. Use these business hours as default

9.6.3. Active

9.6.4. Time Zone

9.6.5. Mon-Sun Hours

9.6.6. Effect of changing Default Time Zone

9.6.6.1. Login hours are assessed using the organization’s Default Time Zone.

9.6.6.2. A new user’s default time zone will mirror the company default.

9.6.6.3. Business Hours are not affected by the default company time zone. Each business hours record has its own selection for time zone.

9.7. Fiscal Year

9.7.1. Standard Fiscal Year or Custom Fiscal Year

9.7.2. Fiscal Year Start Month

9.7.3. Fiscal Year is Based On

9.7.3.1. The ending month

9.7.3.2. The starting month

9.7.4. EFFECT OF ENABLING CUSTOM FISCAL YEAR

9.7.4.1. This setting is company-wide, and is not reversible.

9.7.4.2. Fiscal years are defined year by year.

9.7.4.3. Salesforce uses your custom fiscal periods for reporting

9.7.4.4. Changing fiscal periods will void any associated forecasts and quotas

9.7.4.5. Fiscal period column will not show on opportunity reports or list views.

10. Navigation / User Interface (UI) Settings (3%)

10.1. SALESFORCE HOME TAB

10.1.1. determined by page layouts (profile-based)

10.1.1.1. Setup –> Customize –> Home –>Home Page Components

10.1.1.2. Setup –> Customize –> Home –> Home Page Layouts

10.1.2. Components

10.1.2.1. Search

10.1.2.2. Create New

10.1.2.3. Recent Items

10.1.2.4. Messages & Alerts

10.1.2.5. Custom Links

10.1.2.6. Solution Search

10.1.2.7. Document Search

10.1.2.8. Product Search

10.1.2.9. Dashboard Snapshot

10.1.2.10. Items To Approve

10.1.2.11. Calendar

10.1.2.12. Tasks

10.2. SEARCH SETTINGS

10.2.1. Company wide

10.2.2. Enable Object Drop-Down List for Sidebar Search

10.2.3. Enable "Limit to Items I Own" Sidebar Search Checkbox

10.2.4. Auto-complete and Enhanced lookups are both configured on a per-object basis.

10.3. CUSTOMIZE THE TABS

10.3.1. Settings –> Manage Users –> Profiles

10.3.2. Default On: tab will show unless user turns it off

10.3.3. Default Off: tab will not show unless user turns it on

10.3.4. 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.

10.4. LOCATE, IDENTIFY, AND EXPLAIN THE UI SETTINGS AN ADMINISTRATOR CONTROLS

10.4.1. Enable Collapsible Sections

10.4.1.1. Allows you to condense page sections.

10.4.2. Show Quick Create

10.4.2.1. Adds quick create menu to sidebar, fields vary depending on tab selected

10.4.3. Enable Hover Details

10.4.3.1. when you drag your mouse over a link it will provide basic information.

10.4.4. Enable Related List Hover Links

10.4.4.1. Extends the above functionality to links in related lists.

10.4.5. Enable Inline Editing

10.4.5.1. This lets you edit a record without clicking the edit button before hand

10.4.6. Enable Enhanced Lists

10.4.6.1. This will replace your default lists with an interface that will let you easily move column headers

10.4.6.2. With both enhanced lists and inline editing editing enabled you can make changes directly while in the list

10.4.7. Enable Floating Report Headers

10.4.7.1. This will keep the headers of the report with the report as you scroll down multiple pages

10.4.8. Enable Printable List Views

10.4.9. Enable Collapsible Sidebar

10.4.10. Show Custom Sidebar Components on All Pages

10.4.11. Enable Home Page Hover Links for Events

10.4.12. Enable Drag-and-Drop Editing on Calendar Views

10.4.13. Enable Hover Links for My Tasks list

11. Identity Confirmation (2%)

11.1. IDENTITY CONFIRMATION FEATURE

11.1.1. 1. Is the org using IP Login Restrictions on Profiles?

11.1.2. 2. Is the User logging in from an IP on the Trusted Network list?

11.1.3. 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.

11.1.4. 4. Does the User have a salesforce cookie in this browser?

11.1.5. 5. A cookie is added to browser once logged in.

11.1.6. 6. If they log in from a Trusted Network IP a cookie will be set in the browser.

11.1.7. Yes on any above and will pass otherwise required to activate

11.2. Login hours

11.2.1. per-profile basis

11.2.2. Enterprise and up only

11.3. Login IP Ranges

11.3.1. By default, any user can connect from any IP address

11.3.2. when 1 IP added user can only connect from IP range

11.3.3. configured depending on version

11.3.3.1. Enterprise and up: Profile-based

11.3.3.2. Professional and lower: Company-wide

11.4. Trusted Networks

11.4.1. Do not need to activate computer

11.4.2. Do not need security token for API calls

11.4.3. Setup –> Security Controls –> Network Access

11.5. Criteria for Security Token

11.5.1. 1. Is this User / API call / client app logging in from an IP on the Trusted IP Range list?

11.5.2. 2. Does this User have IP Login Restrictions on their profile?

11.5.3. - Yes on either of these will mean a pass on Security Token requirement

11.6. METHODS TO ALLOW ACCESS

11.6.1. Web browers (UI)

11.6.2. API access

11.6.2.1. Enterprise Edition and up

11.6.3. Mobile application (Blackberry)

11.6.4. Access is granted by creating a user with a set profile

12. CRM Overview (3%)

12.1. Saas Model

12.1.1. Vendor maintains

12.1.1.1. Servers

12.1.1.2. Software

12.1.2. Purchase Licenses

12.1.3. Web based

12.1.4. Advantages

12.1.4.1. No infrastructure to maintain

12.1.5. Disadvantages

12.1.5.1. Requires Internet

12.1.5.2. Long term costly

12.2. Applications

12.2.1. Sales

12.2.1.1. Home

12.2.1.2. Campaigns

12.2.1.3. Leads

12.2.1.4. Accounts

12.2.1.5. Contacts

12.2.1.6. Opportunities

12.2.1.7. Forecasts

12.2.1.8. Contracts

12.2.1.9. Cases

12.2.1.10. Solutions

12.2.1.11. Products

12.2.1.12. Reports

12.2.1.13. Documents

12.2.2. Call Center

12.2.2.1. Home

12.2.2.2. Accounts

12.2.2.3. Contacts

12.2.2.4. Cases

12.2.2.5. Solutions

12.2.2.6. Reports

12.2.2.7. Dashboards

12.2.2.8. Documents

12.2.3. Marketing

12.2.3.1. Home

12.2.3.2. Campaigns

12.2.3.3. Leads

12.2.3.4. Contacts

12.2.3.5. Opportunities

12.2.3.6. Reports

12.2.3.7. Dashboards

12.2.3.8. Documents

12.2.4. Ideas

12.2.4.1. Home

12.2.4.2. Contacts

12.2.4.3. Accounts

12.2.4.4. Ideas

12.2.4.5. Reports

12.2.4.6. Dashboards

12.3. Standard Objects

12.3.1. Accounts

12.3.1.1. company contact info

12.3.1.2. Person Account

12.3.1.2.1. combines contact and account

12.3.1.2.2. B2C

12.3.1.2.3. Must be enabled

12.3.2. Activities

12.3.2.1. Events (calendar)

12.3.2.2. Tasks

12.3.2.3. Lookup Field can reference diff objects

12.3.3. Assets

12.3.3.1. Relate to

12.3.3.1.1. Account

12.3.3.1.2. Contact

12.3.3.1.3. Product

12.3.4. Campaigns

12.3.4.1. Marketing Tool

12.3.4.2. Track

12.3.4.2.1. Response Rate

12.3.4.2.2. ROI

12.3.4.3. Can add

12.3.4.3.1. Leads

12.3.4.3.2. Contacts

12.3.5. Cases

12.3.5.1. Self service portal

12.3.5.2. Email to case

12.3.5.3. Web to case

12.3.6. Contacts

12.3.6.1. Contact Card

12.3.6.2. If no account then private

12.3.7. Contract

12.3.7.1. Audit history

12.3.8. Dashboard

12.3.8.1. Multiple reports

12.3.8.2. Need refresh

12.3.9. Documents

12.3.9.1. No attachments

12.3.9.2. Shared online

12.3.9.3. Used by system

12.3.10. Forecasts

12.3.10.1. Project revenue

12.3.10.2. Track quotas

12.3.11. Leads

12.3.11.1. Convert to

12.3.11.1.1. Contact

12.3.11.1.2. Account

12.3.11.1.3. Opportunity

12.3.11.2. Web-to-lead

12.3.12. Opportunities

12.3.12.1. Stage

12.3.12.1.1. Open

12.3.12.1.2. Closed won

12.3.12.1.3. Closed Lost

12.3.12.2. Probability

12.3.13. Opportunity Products

12.3.13.1. Line items

12.3.13.2. Master detail

12.3.14. Price book

12.3.14.1. Different pricing structures

12.3.15. Products

12.3.15.1. Products or services sold

12.3.16. Reports

12.3.16.1. Tabular

12.3.16.2. Summary

12.3.16.3. Matrix

12.3.17. Solutions

12.3.17.1. Answers to common cases

12.3.17.2. Reviewed

12.3.18. Users

12.3.18.1. Use to login

12.3.19. Diagram

12.3.19.1. D

13. Notes

14. Console (2%)

14.1. provides a list view and related records into one screen

14.2. allows users to access information across multiple records and multiple objects on one screen without the use of any code.

14.3. Views

14.4. Setup the Console

14.4.1. 1. Create console layouts (determines which objects are selectable)

14.4.2. 2. Define page layouts for all objects referenced by console

14.4.2.1. The mini console layout determines which records are displayed via lookup relationship in the right side bar.

14.4.2.2. 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).

14.4.3. 3. Assign profile to console layout, select the console tab visibility and add the tab for the profile and app Customize –> Console –> Console Layouts

15. Custom Objects, Applications, & Tabs (7%)

15.1. Custom Object

15.1.1. A custom object is one that is not initially packaged with the application.

15.1.2. Relationships between objects

15.1.2.1. One to Many

15.1.2.1.1. master-detail

15.1.2.1.2. lookup

15.1.2.1.3. hierarchical

15.1.2.2. Many to many

15.1.2.2.1. established by creating a linking object

15.1.2.2.2. The linking object must have a relationship to each of the objects it is linking together

15.1.3. Create a custom object

15.1.3.1. Create->Objects

15.1.3.2. Label

15.1.3.3. Plural Label

15.1.3.4. Object Name

15.1.3.4.1. Used for API calls

15.1.3.5. Description

15.1.3.6. Context-sensitive help setting

15.1.3.7. Record name

15.1.3.7.1. Appears on related lists

15.1.3.8. Data type

15.1.3.8.1. Text

15.1.3.8.2. Autonumber

15.1.3.9. Allow reports

15.1.3.10. Allow activities

15.1.3.11. Track field history

15.1.3.12. In Development / Deployed

15.1.3.12.1. If listed in development, only users with customize application permission will be able to see it

15.2. Custom object tab

15.2.1. Create –> Tabs

15.2.2. Custom object tab provides a tab to access a custom object.

15.2.3. Enables search results for the custom object.

15.2.4. Enable the object as an option in the “Create New…” menu in the sidebar.

15.2.5. Set the icon that represents the object.

15.2.6. Set the color scheme for the page layout of the icon.

15.2.7. 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.

15.3. Web Tab

15.3.1. Create –> Tabs

15.3.1.1. Choose width

15.3.1.1.1. Full page width – removes left sidebar

15.3.1.1.2. 2 columns with Salesforce sidebar

15.3.1.2. S-Control or URL

15.3.1.3. Content Frame Height

15.3.1.4. Splash Page Selection

15.3.2. Web tabs can be used link in external content from websites other than Salesforce via an S-Control or URL.

15.4. Custom App

15.4.1. determines which tabs are listed by default

15.4.2. A user can customize this list per application specific to their account

15.4.3. if a tab is hidden on the user profile, it will never be visible

15.4.4. Create –> Apps

15.4.4.1. Custom Image

15.4.4.1.1. The image must be a document marked as an Externally Available Image to be selectable

15.4.4.2. Default Landing Page (Home or object)

15.4.4.3. Select tabs

15.4.4.4. Assign visibility to profiles

16. The Force.com AppExchange (2%)

16.1. a website for locating, purchasing (if a fee is associated), and installing 3rd party software into your Salesforce organization to extend its core functionality

16.2. Managed packages

16.2.1. Can be upgraded post-installation by the package publisher

16.2.2. Support subscription-based licensing

16.2.3. May contain portions that are locked

16.3. Unmanaged packages

16.3.1. not locked and cannot be upgraded by the publisher

16.4. Installing a package

16.4.1. 1. Find the package on the AppExchange and click on “Get It Now”. Provide administrator user credentials

16.4.2. 2. Confirm the package requirements

16.4.3. 3. Approve API access

16.4.4. 4. Choose security settings

16.4.4.1. Admin access only

16.4.4.1.1. Gives no custom object permissions to any user profile except the administrator’s and any profile with the "Customize Application" permission.

16.4.4.1.2. sets field-level security to visible and editable for all fields included in the new the features in this packag

16.4.4.2. Grant access to all users

16.4.4.2.1. Gives full access to custom objects included in the new package

16.4.4.2.2. sets field-level security to visible and editable for all fields included in the new package

16.4.4.3. Select security settings

16.4.4.3.1. Allows you to choose the usage access for all existing custom and standard profiles in your organization

16.4.5. 5. Install

16.5. Uninstall a package

16.5.1. Setup –> View installed packages

16.5.2. Select the package and then click uninstall.

16.5.3. You will get an email when the package removal is complete

17. Activities (2%)

17.1. Tasks

17.1.1. Use a single date entry

17.1.2. Represent to-do items

17.1.3. Can have an associated reminder pop-up

17.1.4. Tasks marked as completed when status of record is changed to completed

17.2. Events

17.2.1. Use a date/time entry for both start and end

17.2.2. Represent calendar items

17.2.3. Can have an associated reminder pop-up

17.2.4. Can have recurring series of events (if setting is enabled)

17.2.5. Event marked as completed when the end time of the event is passed by the current time

17.3. Manage Public Calendars and Resources

17.3.1. Customize –> Activities –> Public Calendars and Resources

17.3.2. 1. Create the calendar

17.3.3. 2. Create sharing rules for the calendar (by default no one has access)

17.3.4. 3. Mark the calendar as active

17.4. Activity Settings

17.4.1. Enable Group Tasks

17.4.2. Enable Sidebar Calendar Shortcut

17.4.3. Enable Creation of Recurring Events

17.4.4. Enable Creation of Recurring Tasks

17.4.5. Enable Activity Reminders

17.4.6. Enable Spell Checker on Tasks and Events

17.4.7. Enable Email Tracking

17.4.8. Show Event Details on Multi-User Calendar View

17.4.9. Enable Multiday Events

17.4.10. Show Requested Meetings in the Calendar Section on the Home Tab

17.4.11. Show Custom Logo in Meeting Requests

17.5. Multiday events

17.5.1. multiday event is an event that lasts longer than 24 hours

17.5.2. Multiday events cannot be synchronized with Outlook

17.5.3. Multiday events must be enabled

18. Advanced Configuration Options (5%)

18.1. Client Management Feature (Person Accounts)

18.1.1. person account is used primarily in Business to Consumer (B2C) applications

18.1.2. it blends the functionality of both an account and a contact into a separate record type on the account object called a “Person Account”

18.1.3. It is free, but is enabled by request only.

18.2. Territory Management Feature

18.2.1. Enterprise+ Edition only

18.2.2. Customizable forecasting must be enabled for the org

18.2.3. Territory management is free, but available by request only.

18.3. Advanced Currency Management Feature

18.3.1. Company Profile –> Manage Currencies

18.3.2. capable of converting currencies with dated exchange rates

18.3.3. providing an accurate and simple way to report across multiple currencies and regions while accounting for fluctuations in exchange rates

18.3.4. Only certain fields and objects are impacted by Advanced Currency management

18.3.4.1. applicable date field would determine which exchange rate is used

18.3.4.2. Close Date determines which rate is used for Amount on an Opportunity

18.3.4.3. For those fields not impacted (e.g. cross-object formulas), the static exchange rate is used.

18.3.5. Multiple currencies must be enabled first (available by request only)

19. Security and Access (13%)

19.1. Setup –> Manage Users –> Users

19.2. User Record

19.2.1. Name

19.2.2. Alias

19.2.3. Email

19.2.4. Username

19.2.5. Title

19.2.6. Delegated Approver

19.2.7. Manager

19.2.8. Company

19.2.9. Department

19.2.10. Last Login

19.2.11. Used Space

19.2.12. Employee Number

19.2.13. Email Encoding

19.2.14. Mobile

19.2.15. Fax

19.2.16. Extension

19.2.17. Phone

19.2.18. Call Center

19.2.19. Checkout Enabled

19.2.20. Development Mode

19.2.21. Send Apex Warning Emails

19.2.22. Accessibility Mode

19.2.23. Sales Anywhere User

19.2.24. Offline user

19.2.25. Active

19.2.26. Profile

19.2.27. Role

19.2.28. Admin Newsletter

19.2.29. Newsletter

19.2.30. Language

19.2.31. Locale

19.2.32. Time Zone

19.2.33. Address

19.2.34. Division

19.2.35. Related Lists

19.2.35.1. Personal Groups

19.2.35.2. Public Group Membership

19.2.35.3. Queue Membership

19.2.35.4. Managers in Role Hierarchy

19.2.35.5. Login History

19.3. Record Owner Concept

19.3.1. For each and every record there is one and only one record owner

19.3.2. Records can only be assigned to active licensed Salesforce users

19.3.3. When a user is marked inactive, they still own all records assigned to them, but cannot be assigned new records

19.3.4. the role of the record owner is what determines access to that record for the rest of the organization via Sharing Settings

19.3.5. In practice each user should be responsible for all records owned

19.4. Sharing Model

19.4.1. Organization-wide defaults control the level of access each user has to record they do not own.

19.4.2. Group-based sharing rules do not propagate using hierarchies

19.4.3. How Access Is Granted Via Role Heiarchy?

19.4.3.1. 1. Does the user’s profile have access to this object?

19.4.3.1.1. If no, deny access.

19.4.3.2. 2. Is Grant Access Using Hierarchies enabled for this object?

19.4.3.2.1. If No –> Step 3

19.4.3.2.2. If Yes –> Is this user’s role higher in the hierarchy than the role of the record’s owner?

19.4.3.3. 3. Grant permissions of any sharing rule specific to my role

19.4.3.4. 4. Grant permissions of default sharing settings

19.4.3.5. Grant the highest privileges of all of these steps combined.

19.4.4. Setup Organization Wide Sharing Defaults

19.4.4.1. Security Controls –> Sharing Settings

19.5. Roles

19.5.1. Users should be grouped into roles based upon their need for access to data

19.5.2. Creating a role for each title is not required

19.5.3. Roles are accessed throughout the application, and are particularly important for reporting

19.5.4. Manage Users –> Roles

19.5.4.1. Build a role heiarchy

19.5.4.2. Assign users to roles

19.6. Mas Transfer Record from one user to another

19.6.1. Data Management –> Mass Transfer Records

19.6.2. 1. Select the type of record to transfer.

19.6.3. 2. Enter the old user, new user, and set the filter criteria for records to transfer.

19.6.4. DO NOT trigger workflow rules.

19.7. Sharing Rules

19.7.1. Security Controls –> Sharing Settings

19.7.2. Objects that have?

19.7.2.1. Leads

19.7.2.2. Account

19.7.2.3. Contact

19.7.2.4. Opportunity

19.7.2.5. Case

19.7.2.6. Campaign

19.7.2.7. Custom Objects

19.7.3. Established between

19.7.3.1. Public Groups

19.7.3.2. Queues

19.7.3.3. Roles

19.7.3.4. Roles and Subordinates

19.7.3.5. Criteria Based (Sprint 11)

19.7.4. Share Records Manually

19.7.4.1. The sharing button will only appear when a record the Sharing Model for the object is either Private or Read Only.

19.7.4.2. Records are shared individually

19.7.5. Public Groups

19.7.5.1. created by administrators and can be used by everyone

19.7.5.2. same basic functionality as private groups

19.7.5.3. using a sharing rule (org-wide or record sharing)

19.7.5.4. specify contact synchronization

19.7.5.5. add multiple users to a Salesforce Content workspace

19.8. Account/Sales Teams

19.8.1. Sales Teams are designed to share information and establish roles between different roles within the organization.

19.8.2. The owner of the opportunity can create roles for each of the others and provide write access to the opportunity

19.8.3. Account Teams work on the same principal, however they can share all information on the account:

19.9. Folders

19.9.1. Used with

19.9.1.1. Documents

19.9.1.2. Email Templates

19.9.1.3. Reports

19.9.1.4. Dashboards

19.9.2. Folders act as containers for records

19.9.3. Creating a folder will let you specify the organization’s access to that folder and the records within

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