1. Service & Support Administration (5%)
1.1. DEFINE A CASE
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