Adm201 Study Notes From Site

Front 1

What is the aim of Salesforce.com?

Back 1

their aim is to provide Customer relationship management (CRM) software delivered entirely over the internet (cloud computing).

Front 2

What is CRM?

Back 2

model used to manage an organisation interactions:

- Phone calls

- Emails

- Meetings

with customer and prospects (ihtimalat) related to :

- Sales

- Marketing

- Support

Front 3

Is CRM the only component of Salesforce?

Back 3

NO.

Sales cloud: sales and marketing tools and handling new customers, campaigns

Service: support , online knowledge base

Front 4

Give sample of user features that salesforce provide?

Back 4

1. Chatter

2. Global search

3. Reports & Dashboards (can be scheduled to send emails)

4. Social

5. Mobile (SF can be accessed from Mobile)

6. Email Integration

Front 5

Give Sample of Configuration features that salesforce provide?

Back 5

1. Page Layouts.

2. Custom fields and Objects

3. Validation Rules (control data quality)

4. Wokflow and approval processes.

5. Security Model

6. Multiple Language

7. Multiple Currency

Front 6

Give Sample of Development Features that Salesforce provides?

Back 6

1. Apex

2. Visualforce

3. API

4. Sites

5. Sandboxes

6. Change Sets

7. Force.com IDE

Front 7

Relate Salesforce fields and records to excel spreadsheet?

Back 7

- Salesforce Fields are the spreadsheet columns

- Salesforce records are the spreadsheet rows.

Front 8

What are the differences between standard and custom components?

Back 8

- Standard components (such as fields, objects, tabs, etc.) are included with Salesforce

- custom components are added by an administrator.

- Standard components generally can be customized lessthan custom components (for instance, you can delete custom fields, while you cannot delete standard fields)

Front 9

What Are the standard applications in SF?

Back 9

1. Sales

2. Call Centre

3. Marketing

4. Community

5. Site.com

6. Salesforce Chatter

7. Content

Front 10

What are the standard SF objects and Tabs?

Back 10

31 Objects and Tabs

1. Lead (O&T)

2. Account (O&T)

3. Person Accounts (O)

4. Contacts (O&T)

5. Data.com (T)

6. Cases (O&T)

7. Solutions (O&T)

8. Opportunity (O&T)

9. Products (O&T)

10. Opportunity Products (O accessed from Opp)

11. Price Books (O&T)

12. Quote (O accessed from Opportunity)

13. Asset (O)

14. Contract

15. Campaign

16. Forecasts

17. Reports

18. Dashboards

19. Chatter

20. People

21. Profile

22. Groups

23. Files

24. Answers

25. Ideas

26. Activities

27. Tasks

28. Events

29. Documents

30. Site.com

31. Content

Front 11

What is a SF Lead?

Back 11

- A Lead is essentially an unqualified prospect.

- EX: a collection of business cards gathered at a convention would usually be entered as new leads.

- When a lead is qualified, it is then converted into a contact, account, and opportunity.

- The standard Salesforce account is configured for B2B (business to business) relationships.
- One lead = one person.

Front 12

What is a SF Account?

Back 12

- An Account is typically an organization that is a qualified potential customer, an existing customer, partner, competitor, or has a relationship of similar significance.

- The account is the glue that holds the relationships (contacts) and interactions (activities, opportunities, cases, etc.) with an organization.

- The standard Salesforce account is configured for B2B (business to business) relationships.

- One account = one organization.

Front 13

What is SF Person Account?

Back 13

- Person Accounts (requires feature activation) to establish B2C (business to consumer) relationships.

- One person account = one person.

Front 14

What is SF Contacts?

Back 14

- Contacts store an individual’s demographic information, such as phone numbers and email addresses, and are linked to accounts.

- If a contact is not linked to an account then it is a “private” contact and only viewable by the contact owner or salesforce administrator.

- One contact = one person.

Front 15

What is SF Data.com?

Back 15

- Data.com is a product offering from Salesforce that is a repository of both crowd-sourced and Dunn & Bradstreet contact and account information.

- You can use data.com to source new leads, contact, and accounts for your organization, as well as clean or update existing data.

Front 16

What are SF Cases?

Back 16

- Cases are used to track support issues.

- If a customer purchases a product or service, and calls in for support, this would get tracked using a case record.

-An open case is unresolved, while a closed case is resolved.

- Email-to-case allows customers to email a generic address (e.g. [e-mail]) to automatically generate a case.

- Web-to-case allows customers to submit a support request via a web form.

- One case = one support issue.

Front 17

What are SF Solutions?

Back 17

- Solutions are used to document and communicate common resolutions to cases.

- For instance, if customer A calls in with a problem and steps 1-5 must be taken to resolve the issue, these steps can be entered into a solution. When customer B calls in with the same problem, instead of retyping steps 1-5, the customer support agent can reference the solution to quickly communicate the resolution.

Front 18

What is a SF Opportunity?

Back 18

- An Opportunity typically represents either :

a) a completed sale

b) a lost potential sale

c) the potential for a future sale.

- Opportunity data is referenced in forecasting.

Front 19

What are SF Products?

Back 19

- Products are typically used to store information about the goods or services that the organization sells.

- This would include specifics like the name, product code, MSRP or sale price, and other details.

Front 20

What Are Opportunity Products?

Back 20

- Opportunity Products represent the products sold as line items within an opportunity (e.g. 2 widgets for $5,000/each).

Front 21

What are SF Price Books?

Back 21

- Price Books are used to establish different pricing structures for products.

- For instance, your high-volume customers may receive a different price for many or all products than small-volume customers.

Front 22

What is a SF Quote?

Back 22

- A Quote can synchronize product data from its related opportunity record.

-A quote can be easily generated in PDF format for email delivery.

Front 23

What is SF Asset?

Back 23

- Assets represent the products associated with an account, and can be referenced for support issues.

- For instance, a customer purchases a generator. This product would be listed on an opportunity as an opportunity line item.

- Upon sale completion, it may then be added to the account as an asset.

- When the customer calls in with a problem with the generator, a case is generated and references the asset.

Front 24

What are SF Contracts?

Back 24

Contracts are generally used to represent legal agreements with an account.

Front 25

What are SF Campaigns?

Back 25

Campaigns are used to track and measure marketing efforts.

Leads, contacts, and opportunities can be associated with campaigns.

Campaign rollup summary fields, ROI reporting, and campaign hierarchy are then used to measure various campaign statistics.

Front 26

What are SF Forecasts?

Back 26

Forecasts can be used to project revenue, and track sales quotas.

wThere are multiple versions of forecasting. Many organizations use opportunity pipeline reporting instead of or in addition to forecasting.

Front 27

What are SF Reports?

Back 27

Reports are used to display, summarize, and chart record data.

Front 28

What are SF Dashboards?

Back 28

Dashboards are used to visually represent multiple reports on a single page.

A dashboard is comprised of many components. Each component is typically a visual representation (chart) of report data.

Front 29

What is SF Chatter?

Back 29

Chatter is a built-in communication tool within Salesforce.

It combines some features of Twitter, Facebook, and chat but is accessible only by users licensed in your Salesforce org.

Chatter licensing options (including free) allow you to extend Chatter access to non-Salesforce users and customers.

Front 30

What is SF People?

Back 30

The People tab allows users to search for and follow Chatter users.

Front 31

What is Profile Tab?

Back 31

The Profile tab allows a user to view and edit their Chatter profile.

Front 32

What is Group Tabs?

Back 32

The Groups tab allows users to find, follow, and create Chatter groups.

Front 33

What is the Files Tab?

Back 33

The Files tab allows users to search for files posted to Chatter, and upload new files to their Chatter feed.

Front 34

What is Answers Object?

Back 34

Answers allows users to ask questions, which can be answered by other users.

Answers can be used in conjunction with a customer portal to allow customers to ask and answers each others’ questions.

Front 35

What is SF Ideas?

Back 35

Ideas allows users to create and vote on ideas.

The most popular ideas score the most points.

Ideas is ideally suited to capture product improvement ideas, and can be used in conjunction with a customer portal.

Front 36

What are SF Activities?

Back 36

Activities are split into tasks and events.

Tasks are phone calls, emails, and other follow up items. They have an associated date, and an optional reminder. They will appear in open activities until updated to a completed status, and will then appear in activity history.

Events are scheduled appointments, with a defined start and end time, similar to an appointment in Outlook.

Front 37

What are SF Documents?

Back 37

Documents are files that are uploaded into Salesforce and referenced in other areas, such as application logos and email templates.

The documents tab is a legacy method of storing files.

Other methods of document storage and distribution such as Chatter Files and Salesforce Content are generally more commonly used for the storage and distribution of documents.

Front 38

What is Site.com?

Back 38

Site.com is a product offering by Salesforce that allows users to create websites with dynamic content driven from data within their Salesforce org.

Front 39

What is Content?

Back 39

Content is a method to upload and distribute documents and files in Salesforce.

Front 40

what are Content libraries?

Back 40

Content libraries are used to segment and secure access to content.

Front 41

what are the Service Cloud Objects?

Back 41

1. Service Contracts

2. Entitlements

3. Entitlement Templates

4. Milestones

5. Entitlement Processes

6. Knowledge Articles

Front 42

What are Service contracts?

Back 42

Service Contracts are used to represent an agreement between you and your customers (e.g. warranty, subscription, or SLA).

Front 43

What are Entitlements?

Back 43

Entitlements are used to determine eligibility for support based on the customer’s specific assets, accounts, or service contracts.

Front 44

What are Entitlement Templates ?

Back 44

Entitlement Templates are used to define the terms of support (e.g. customer A is provided support via email only, while customer B is provided support via both email and phone).

Front 45

what are SF Milestones?

Back 45

Milestones are defined steps that support reps must complete as they respond to the case (e.g. returning a customer call or sending a customer an email).

Front 46

What are Entitlement Processes?

Back 46

Entitlement Processes are used to set a timeline for completion of different milestones (e.g. first response is required within 48 hours of case submission).

Front 47

What are the Knowledge Articles?

Back 47

Knowledge Articles are a method to capture responses to commonly requested information (e.g. here are the specific steps to remove paper from this printer when jammed).

Knowledge is similar in function to Solutions, but is more feature rich and better integrated with the Service Cloud (and carries an additional license fee as well).

Front 48

Company Profile?

Back 48

we can set from the company profile:

1. Fiscal Years

2. Business Hours

3. Holidays

4. My Domain

5. Languages

6. Default local and languages for new user

7. Storage Usage

8. API Request [to monitor]

9. Check and know the salesforce Organization ID [unique id] used in support cases like when we want to enable features

10. Licensing

Front 49

What the difference between file storage and data storage?

Back 49

1. Data storage is records

2. File storage are the attachments as chatter files, documents

Front 50

What is Fiscal Years?

Back 50

It impacts forecasting and reporting

Two Types:

1.Standard Fiscal Year

- 4 quarters per year and each quarter is 3 months

- Can specify the start month or the end month of the fiscal year.

2. Custom Fiscal Year

- ONCE ENABLED CANNOT BE DISABLED

Changing fiscal year can cause data loss

Front 51

Business Hours and Holidays?

Back 51

Define the hours of operation.

- Business hours: will determine that business hours are from Monday to Friday from 8 AM to 5 PM

- Holidays: Subtract certain days of the year from hours of operation so they won't be included in escalation rule for example

- Can define multiple business hours and holidays for example the standard team and a 24x7 team

Front 52

what is SF My Domain?

Back 52

Allow login via customized url:

- Normal: https://login.salesforce.com

- Custom domain: https://test.my.salesforce.com

Front 53

Salesforce Editions

Back 53

Salesforce has a wide variety of licensing options.

Sales Cloud Editions (7)

* Contact Manager – Limit Max # Users
* Group Edition – Limit Max # Users
* Professional Edition (PE) – Campaign Management
* Enterprise Edition (EE) – Workflow, API, Flow, Record Types, Developer Sandbox
* Unlimited Edition (UE) – Higher Limits, Full Sandbox, Premiere Admin/Support/Training
* Performance Edition – Higher Limits, Full + Dev Pro Sandboxes, Premiere Admin/Support/Training, Knowledge, Live Agent
* Developer Edition (DE) – Similar to EE w/Much Lower Storage Limits

Service Cloud Editions (3)

* Professional Edition
* Enterprise Edition
* Performance Edition

Force.com Editions

Force.com licenses can grant users access to custom objects and applications at a much lower price than Sales or Service Cloud licenses – however, access to CRM objects is limited.

Front 54

Can you mix and Match Licenses?

Back 54

You can mix and match only licenses of the same edition within a single org.

For instance, I could add Professional Edition Service Cloud licenses to an org with existing Professional Edition Sales Cloud licenses.

However, I could not add Enterprise Edition Service Cloud licenses to an existing org with Professional Edition Sales Cloud licenses.

Front 55

Can you upgrade and downgrade between editions?

Back 55

While you can easily upgrade editions (e.g. Professional to Enterprise), downgrading editions is not possible.

Front 56

What is a Sandbox?

Back 56

A sandbox is a copy of a production environment used for a variety of purposes, commonly including testing and development.

when a sandbox is created or refreshed, the sandbox name is appended to the usernames.

To login to a sandbox, you must use the sandbox URL. Likewise, logging into production requires using the production URL. This applies to login via the website and API alike.

Production: https://login.salesforce.com
Sandbox: https://test.salesforce.com

Front 57

Sandbox Types?

Back 57

1. Developer

2. Developer PRO

3. Partial Data

4. Full

When you create a full sandbox, the record IDs (accounts, contacts, etc.) will match the production environment (the org id will be different).

Front 58

Migrating Metadata Between Environments???

Back 58

The two most-commonly used tools are:

1. Change Sets:

- native tool

- admin-friendly (development experience not required)

Note that the use of change sets requires a production environment with an accompanying sandbox. Developer Edition does not include a sandbox and therefore change sets are not available in DE orgs. You need an Enterprise Edition or higher org to use change sets.

2. Force.com IDE:

- developer toolkit

- desktop application

- (developer-oriented)

Front 59

User Records

Back 59

1. You need an active user record in order to be able to login

2. 1 person = 1 user = 1 user license

3. CANNOT be deleted even deactivating

4. Usernames Must be UNIQUE across all ORGs

5. Records can be assigned to Active users only or Queues.

6.

Front 60

What are Feature Licenses?

Back 60

User License + Feature License = What actions a user license to perform

The user license intersections with the permission determines what actions a user can perform

ex: To create new campaigns the user need:

1. User must have a SF user license

2. Marketing Feature user License

3. Permissions to grant user create a campaign

Front 61

What are the user license Types?

Back 61

1. Salesforce

2. Salesforce Platform , force.com

3. Chatter

Front 62

what are the user key settings?

Back 62

1. Licensing - What security they can be granted :

- User License

- Feature License.

2. Security - What the user can see & do

- Role

- Profile

3. Localization - How information is displayed to the user?

- Locale

- Language

- Time Zoon

- Currency

example: if we choose the user license to be "Salesforce Platform", the feature license "Marketing User" [checkbox] is disabled.

Front 63

User Localization Settings?

Back 63

It controls how information is displayed :

1. Locale, it affects:

- Dates

- Times

- Numbers

- Names

- Addresses

2. Language:

- Affects the language of text like field labels, tab names and pick list values

3. Time Zoon:

- Affect the date/time fields

- Affect the calendar

4. Currency:

- Affects the currency fields

Front 64

Currency?

Back 64

1. Single currency is supported by default.

2. If you change the currency locale in the company profile it will change the currency symbol and format for all users.

3. Multi currency , need activation by feature request from SF

4. Once Multi currency is enabled, you can use the advanced currency management which enable Different conversion rates per date.

Front 65

User Authentication?

Back 65

1. Login Methods

- Web Browser: Ask for Activation Code

- API : Like Data loader, required Security Token

2. Login Urls

- Production or Sandbox?

3. Login Hours:

- Prevent Login EXCEPT for specific times

- Defined on user profiles (EE,UE,DE)

- EX: Prevent login during non-working hours

4. Login IP Ranges:

- Prevent Login EXCEPT from specific IP Addresses

- Defined on User Profiles (EE,UE,DE)

- EX: Prevent users to login from outside office

5. Trusted IP Ranges:

- REMOVE Login Restriction from specific IP Addresses

- Computer activation not required

- No security token is required.

- Configured org wide from Network access in security controls settings.

6. Computer Activation

- Needed when login Identity is not confirmed. It is checked by one of these ways:

1. Login from trusted IP range

2. User previously logged in from this browser (cookie)

3. User previously logged in from this IP address

7. Security Token:

- string appended to the password

- it is automatically reset when you change the password

Front 66

Security Types in SF?

Back 66

1. Organization Security:

- Org-level permissions determines under what conditions a user can login to Salesforce

- As: Login Hours. Login IP Ranges

2. Object Security

- Object-level permissions determines what actions (Create, Read, Edit, Delete) a user can perform on records of each object.

- In order to create a record of that object type, the user only needs the “Create” object-level permission.

3. Record Security:

- There are 3 tiers of record-level permissions:

* Read Only

* Read/Write

* Full Access

- “Read Only” and “Read/Write” access can be granted through a variety of means (org-wide defaults, sharing rules, etc.).

- Users with view all checked in profile have read only access to all Records

- “Full Access” is granted to:

1. Record Owner

2. Users higher in the role hierarchy than the record owner (when “Grant Access Using Hierarchies” is enabled).

3. Users with “Modify All” object-level permission (this includes system administrators).

4. Members of a queue to all records owned by the queue.

- Can't give user Full access using the sharing rules.

4. Field Security:

- Field-level permissions determines which fields a user can view and edit on records of an object.

- Field-level permissions have 2 settings:

1. Visible

2.Read-Only

5. Folder Security:

- Folders are used for:

1. Reports

2. Dashboards

3. Email Templates

4. Documents

Front 67

Please relate between Object level permission and Record Permission?

Back 67

Front 68

What is a profile?

Back 68

A profile is a collection of permissions and settings.

Each user must be assigned one profile.

Front 69

What are the User Permissions in Profile settings?

Back 69

- User permissions specify what tasks users can perform and what features users can access.

For example: users with the “View Setup and Configuration” permission can view Setup pages, and users with the “API Enabled” user permission can access any Salesforce API.

- You can enable user permissions in permission sets and profiles.

- In permission sets and the enhanced profile user interface, these permissions—as well as their descriptions—are listed in the App Permissions or System Permissions pages.

- In the original profile user interface, user permissions are listed under Administrative Permissions and General User Permissions.

Front 70

What’s the difference between standard and custom profiles?

Back 70

Standard profiles are included with Salesforce. Object-level and user permissions cannot be changed on these profiles. Standard profiles cannot be deleted.

Custom profiles are created by an administrator and can be fully customized. Custom profiles can be deleted.

Front 71

What is Permission Set?

Back 71

- Permission sets are optionally assigned to a user to grant them privileges in addition to their profile.

- Using permission sets effectively can help you reduce the number of profiles needed in your Salesforce org, which can dramatically reduce administrative overhead in some scenarios.

Important Notes

1. Permission sets can only grant (not revoke) privileges.
2. Permission sets are optional, and a user can be assigned more than 1 permission set (a user is assigned zero to many permission sets).
3. The profile controls some elements (e.g. page layout assignment) that a permission set cannot influence.

Front 72

When is the use of permission sets appropriate?

Back 72

- Use the profile to set the foundation for a user’s privileges.

- Then use permission sets to:

1. grant additional privileges for one-off cases,

2. or instances where the same set of privileges must be granted for users that are assigned to different profiles

Example:

- I’ve defined a custom profile “Inside Sales Rep” which does not have the ability to delete leads.

- However, I would like to grant one inside sales user “Jane Doe” the ability to delete leads.

Front 73

What is the significance of the role hierarchy?

Back 73

The role hierarchy provides a framework to structure access to records and folders in your organization.

Each user is assigned one role, which sets the foundation for their access to records and folders.

Front 74

What is the difference between roles and profiles?

Back 74

While a user’s profile and permission sets determine if a user can run reports, their role will influence which report folders they can access.

profile determine what the user can do while role determine what the user has access to.

Front 75

What is Grant Access Using Hierarchies?

Back 75

- “Grant Access Using Hierarchies” is a setting for configuring organization-wide defaults (Setup –> Security Controls –> Sharing Settings).

- Grant Access Using Hierarchies is checked for all objects, but can only be unchecked for custom objects.

Front 76

Grant Access Using Hierarchies Example

Back 76

* Jim is assigned the role “VP, Northern American Sales”.
* Bob is assigned the role “Director, Direct Sales”.
* Org-wide default security for the account object is set to private. No sharing rules or any other settings influencing record-level security have been configured.
* Jim and Bob are both assigned to a profile that provides CRED (create, read, edit, delete) object-level permissions to the account object.
* The role hierarchy is structured as screenshot

What access does Jim have to Bob’s account records?

Jim can view, edit, and delete Bob’s account records. Access to Bob’s records is provided by the role hierarchy, as Bob is in a subordinate role.

What access does Bob have to Jim’s account records?

Bob cannot view Jim’s account records, as the org-wide default for account is private. Jim’s records are not shared with Bob, as Jim is in a higher role.

Front 77

What is a group?

Back 77

A group is comprised of:

1, Users

2. Roles

3. Other groups.

There are two types of groups:

1. Public groups:

Public groups are created and maintained by administrators, and can be referenced in org-wide configuration (such as sharing rules).

2. Personal groups:

Personal groups are created and maintained by users, and can only be referenced in select configuration (such as Outlook contact synchronization).

Front 78

Why use public groups?

Back 78

Use public groups to streamline the process of sharing access to records and folders with a collection of users.

Common use cases:

1. Sharing access to records or folders with named users (this requires a public group) because we can share with , public groups, roles & subordinates and roles.

2. Sharing access to several resources to the same collection of users within specified roles.

Important Notes

1. There is no way to monitor where groups are referenced (e.g. you have to view each individual report folder, sharing rules, etc.). For this reason, make sure to have a clear documentation and usage strategy for groups (or at a minimum, a very clear naming convention).
2. When groups are referenced in sharing rules, “Grant Access Using Hierarchies” can be extended to group access. by checking grant hierarchy access in public group setting

Front 79

Manual Record Sharing button will appear all the time?

Back 79

If org-wide defaults for an object are set to either Private or Public Read Only, then the sharing button will be displayed if added to the page layout.

By clicking “Sharing”, a user can then manually share access to this record with other groups, roles, and users.

Notes:

1. if the OWD of an object is Private when the user do manual sharing he can choose Private or Read/write

2. if the OWD of an object is public read only, then when the user do manual sharing, he can only choose read/write access ONLY

Front 80

What is Delegated Administration?

Back 80

It allows named users to:

1. Manage other users within selected roles and profiles

2. As well as manage fields on selected custom objects.

* Accessed from Setup --> Security Controls --> Delegated Administration

Front 81

Why use Delegated Administration?

Back 81

If you assign user administration privileges using profiles or permission sets, that user will gain the ability to administer most or all users and objects in your org.

Delegated administration allows you to specify which users (based on role/profile) and custom objects (standard objects excluded) a delegated administrator can manage.

Front 82

Object Relationships?

Back 82

Relationships types:

1. One to Many Relationships:

- One parent and many children as One account and many contacts

2. Self Relationships:

- One to many relationship between a parent object and the child object of the same type

3. Many to Many Relationships

- Is establish using a junction [join] Object. Consists of 2 1 to many relationship

Front 83

Entity Relationship Diagram

Back 83

Entity relationship Diagram (ERD)

Front 84

Home Page Layouts

Back 84

SF Homepage is divided into two panes and in each we put components:

1. Left Pane: [Appear on most of the screens]

- Sidebar:

1. Create new Menu

2. Recent Items

3. Message & Alerts

4. Custom Links (Same links for all users) [Standard component]

5. Customer Portal Welcome

2. Right Pane: [Only On Home page layout]

1. Calendar

3. Tasks

4. Items to approve

5. Dashboard Snapshot

*** Custom Components:

1. Links to appear on sidebar and will give different links per profile

2. Images to appear on sidebar only

3. HTML (sidebar and Right Pane)

4. Visualforce Area

Front 85

What are the user interface settings that are related to the sidebar?

Back 85

1. Enable collapsible sidebar

2. Show custom components on all pages

Front 86

Page Layouts

Back 86

1. How to configure?

- Fields, buttons and Links

- Page Layout Sections

- Related List

- Console

2. Page Layout Assignment

- It is combination between records types and profiles

3. Field Level Security & Page Layout

Front 87

Compare on field level security settings and page layout settings and the output?

Back 87

So use:

1. Field level security :

- what data user can access

2. Page Layouts:

- how users interact with data

Front 88

Why create a custom button or link?

Back 88

Custom buttons and links can be used to add new functionality to your pages.

Front 89

What types of buttons and links are available?

Back 89

There are 3 different types:

1. Detail Page Link

2. Detail Page Button

Detail Page Links and Detail Page Buttons perform the same function, except that standard Detail Page Buttons can be overridden.

Buttons are generally used for more commonly used functionality (e.g. Edit)

while custom links are generally used for less prominent functions (such as performing a web search with account information).

3. List Button

While detail buttons and links will reference data from a single record, list buttons can perform actions on multiple records at once.

One thing to note is that list buttons are defined on the target object.

For instance, if you want to add a list button to the account page layout to merge contacts, the merge contacts button would be defined on the contact object, even though the button is added on the account page layout.

Front 90

Applications & Tabs

Back 90

- Application = Group of Tabs & Logo

- Standard Applications:

1. Cannot Change Logo

2. Cannot Change Name

- So best practice is to create a same custom application with same standard application tab in order to be able to add your logo and custom logo

Front 91

Tabs Types?

Back 91

1. Object Tabs:

- If Object has a tab ONLY, its records are included in the search result.

- The object tab is when we press on a tab and it has the list view of records and shows the recently viewed records

2. Web Tabs:

- Websites

3. Visualforce Tabs:

- Visualforce page

Front 92

Applications and Tabs Selections

Back 92

- Applications:

- Every Profile should have at least one active APP.

- to determine which apps the user can see, it is defined by the profile

- Visible (That means the app can be selected)

- Default (selected by default)

- Tabs

- managed from Profiles

- Default On (Displays top of screen if included in App)

- Default Off (Can be selected from PLUS MARK)

- Tab Hidden (Cannot be selected)

* User can customise Tabs within each app

Front 93

Listviews

Back 93

- Used to quickly segments the list of records

- Apply action on multiple records at the same time

- Useful custom views

- Select the filtering criteria and returned fields

- Can be just visible to you or all users or selected group for example

Important Notes:

1. List views do not impact security. If a user cannot view a record, it will never appear within a list view. The result is that two users can have different results appear within a list view (the same holds true for reports).
2. List view and reports – what’s the difference? Generally speaking: A list view is used to quickly segment, and then take action on records. A report is used to summarize record data for analysis.

Front 94

What is a search layout?

Back 94

Search layouts determines which fields are displayed and in what order for various search results.

Note: Search layouts are configured for each object, and are configured org-wide.

Front 95

What are the different types of search layouts?

Back 95

1. Search Results:

2. Lookup Dialogs:

3. Lookup Phone Dialogs:

4. Tab Home Page:

5. List View Buttons

6. Search Filter Results

Front 96

Explain the different search layouts types?

Back 96

1. Search Layout:

It determines which fields are displayed when you search for records of a particular type.

2. Lookup Dialogs:

Lookup dialogs can be opened when associating one record to another record. For instance, a lookup dialog is displayed when you create or edit a contact and search for an account to relate that contact to.

3. Lookup Phone Dialogs:

Lookup phone dialogs are essentially the same as lookup dialogs, but are used within the SoftPhone dial (CTI integration).

4. Tab Home Page:

The tab home page layout determines which fields are displayed in the Recent Records list on an object’s home page.

5. List View Buttons

List View Buttons determine which buttons are displayed on list views for that object (e.g. Add to Campaign below).

6. Search Filter Results

- When fields are added to the search filter results list, users can then filter search results by fields in the displayed list.

- For instance, if I searched for CertifiedOnDemand.com and then got a list of accounts back, I could then filter by the term “Parent” in account name (after I added account name to the list of filter result fields).

Front 97

Field Usage and Field Types?

Back 97

We can:

1. Create Fields:

- to Capture Information

2. Edit Field:

- to change the field characteristics and behaviour

3. Delete Fields:

- Non permanent removal (erased after 15 days)

4. Erase Fields:

- Permanent Removal

5. Undelete:

- Only during the 15 days window user can undelete a deleted field which recover the field and prevent Erase

Front 98

What are the field types? (1)

Back 98

1. Auto number fields are Read ONLY But admin can control the format {000}=001,002 / {MM} ...

--> All date elements in format will reference to the creation date

Front 99

What are the field types? (2)

Back 99

Front 100

Are field types validated by SF? (1)

Back 100

Some fields are totally validated by SF

Front 101

Are field types validated by SF? (2)

Back 101

Some Fields are partially validated

They are only validated from UI but user can load incorrect data using API for example the data loader

Front 102

Are field types validated by SF? (3)

Back 102

- The PHONE field are not validated at all.

- That means that user can enter any values they want

- Formatting Phones: ONLY IN THE FOLLOWING CONDITIONS

1. Typed in User interface (not loaded from a data loader for example)

2. User Locale is US/Canada

3. Correct Number of digits (10 digit number or 11 digit number that starts with ONE)

NO FORMATTING For other locales

Front 103

Controlling and dependent fields?

Back 103

- Controlling field:

- Influence one or more Dependent fields

- Dependent field(s):

- Influenced by ONLY ONE Controlling field

The same pick list can be a dependent field and controlling field.

Front 104

Is there any limitation to which fields can be controlling fields and which fields can be dependent fields?

Back 104

- Checkbox can be controlling field and can't be a dependent field

- Standard pick list can be a controlling field but not dependent

- Custom pick list can be controlling field and dependent field

- Multi Picklist can not be a controlling field but can be a dependent field only

Front 105

Text fields comparison?

Back 105

Front 106

Field Properties?

Back 106

1. Field Name must be unique

2. Required fields are always enforced and can't be removed from the layout

3. Unique is case sensitive or INsensitive

4. you Can have maximum 3 Unique or external ID per object

--> if a field is unique and external id it just count as ONE

5. maximum length of number field is 18 digits

Front 107

Object Actions?

Back 107

1. Create

2. Edit

3. Delete (non permenant removal, erased after 15 days)

4. Erase

5. Undelete

Front 108

object in development or deployed?

Back 108

if object is marked to be in development, users won't be able to see the object even if they have access to see this object.

they won't see it until it is marked deployed or they have administrative privileges.

Front 109

object tab?

Back 109

- the tab exposes the records to users.

- without tab, we can push data using data loader

Front 110

What is field history tracking?

Back 110

Field history tracking allows you to capture when the values within specified fields change when a record is edited.

Front 111

Why use field history tracking?

Back 111

- Use field history tracking to create an audit trail of modifications to your company’s critical data.

- This can be particularly helpful in identifying instances where data was updated incorrectly and by whom.

Front 112

How do you enable field history tracking?

Back 112

1. Standard Objects:

- Select “Set History Tracking” within its field configuration:

- Then select the fields to include for tracking

2- Custom Objects:

- Ensure the object properties have “Track Field History” enabled:

- Then click “Set History Tracking” and select fields from the object

===>

Standard and Custom Objects

Add the field history related list to the page layout:

Front 113

Can we report on field history?

Back 113

Once field history tracking is enabled, you will be able to report on that object’s history. T

his report is not intended to perform analysis (e.g. how many days on average does each lead stay in the “Uncontacted” status); consider analytic snapshots for that type of analysis.

Front 114

Field History Tracking Considerations?

Back 114

* Field history tracking will only track values for specified fields once enabled.
* Enabling history tracking or adding additional fields will not yield any historical data.
* Fields longer than 255 characters (such as long text, rich text, and multi-select picklist fields) do not track values when changed (only that a change has occurred).
* You can track up to 20 fields per object by default (the limit can be raised by contacting Salesforce support, but may impact record save time).

Front 115

Lookup or master detail relationship?

Back 115

1. Master detail relationship

- Child record must have a parent

- Cascade record-level security

- Cascade record deletion

- Roll-up summary fields on parent object

- Standard object CANNOT be detail object

- Limit 10 per object

2. Lookup relationship

- Relationship is optional (no parent requirement)

- No impact on security

- Roll-up summary fields cannot be established

==> so if the many side of a relationship is a standard object, use a lookup relationship

Front 116

Picklist VS. Object?

Back 116

Picklist:

* Values are static or nearly static
* Values can be maintained by an administrator
* All selectable values are displayed at once (drop down menu)
* The total number of values is relatively low (I’d suggest a maximum of 100, but the actual limits are much higher)
* You want to use controlling and dependent picklists (see Field Usage & Field Types) — this can be done to some extent with lookup filters (see Lookup Filters) and a little bit of creativity, but the net result isn’t quite the same
* The picklist value does not have any other associated data (e.g. the lead’s favorite brand is Dell; no other information about Dell is needed)
* Values do not need to be validated via the API
* Values are captured in web-to-lead submissions (web-to-lead does not support custom relationship fields).
* You want to capture multiple values without creating multiple records (e.g. the lead’s favorite brands are X, Y,Z; use a multi-select picklist instead of a many to many relationship)
* Values change frequently
* Values can be added/changed by users
* Selectable values can be searched for by users (lookup dialog box)
* The total number of values is high
* The value has associated data (e.g. the lead’s favorite brand is Dell; Dell’s address is X)
* Values need to be validated via the API (useful for integrations)
* You want to use delegated administration (see Delegated Administration) on your custom object

Front 117

Many to Many Relationships?

Back 117

- you must use junction object

Front 118

What is a Lookup Filter?

Back 118

A lookup filter limits which records can be associated within an object relationship.

Can define the lookup in both master details relationships and lookups

Front 119

Why use Lookup Filters?

Back 119

Use lookup filters to enforce data quality and increase usability within object relationships.

Front 120

Types of Lookup Filters??

Back 120

Mandatory

Mandatory filters require that data within the target record meet the specified criteria. If criteria is not met, the record cannot be saved.

Optional

Optional filters will display a warning during search, but will not outright block the record from being saved:

Front 121

What is a formula field?

Back 121

- Data within a formula field is automatically updated by Salesforce based on the formula’s logic.

- For instance, the sales team speaks with clients in terms of a monthly and yearly cost. However, the monthly cost is a simply the yearly cost divided by 12. Instead of making the reps do the math, we can do it for them. Enter a yearly cost of $120.00, the monthly cost a formula will display $10.00. Change the yearly cost to $240.00, monthly cost is automatically updated to $20.00.

Front 122

What is a cross-object formula?

Back 122

- A Cross Object Formula is one that references data in a related record.

- You can reference fields from objects that are up to 10 relationships away

- Cross-object formulas are available anywhere formulas are used except when creating default values. [You can use normal formula in default values BUT not cross formulas!!!!!]

* You can’t reference cross-object formulas in roll-up summary fields.
* Salesforce allows a maximum of 10 unique relationships per object in cross-object formulas. The limit is cumulative across all formula fields, rules, and lookup filters. For example, if two different formulas on opportunities reference two different fields of an associated account, only one unique relationship exists (from opportunities to accounts).

Front 123

What’s important to know about formulas?

Back 123

* Formula fields are read-only (the same is true for roll-up summary fields) for all users.
* For this reason, formula fields will not be displayed when editing records. The value of the formula is only calculated after the record is saved. This applies to cross-object formulas as well. For instance, you can easily display the account’s phone number on the opportunity, but you cannot edit the phone number without returning to edit the account record.

Front 124

Limitations of Formula Fields??

Back 124

* Formula fields that a user can see may reference fields that are hidden or read only using field-level security. If the formula field contains sensitive information, use field-level security to hide it.
* There are several restrictions on formula size (character, save, compile). You can hit these on long/complex formulas with many arguments.

Front 125

How do you create a formula field?

Back 125

Simply create a new field, and select field type “Formula”. Then enter the return type and syntax.

Front 126

Simple & Advanced Formula Editor???

Back 126

When editing formula syntax, there are two types of editors:

1. The simple editor does not provide access to cross-object formulas or functions.

2. I recommend using the Advanced Formula editor, which exposes cross-object variables and functions:

Front 127

Record Types?

Back 127

Record Types allow the administrator to configure different:

1. Page Layouts

2. Business Processes

3. Picklist values

based on a user's profile

Front 128

Record Types?(2)

Back 128

Record types doesn't influence record level security. So if i have the ability to view and edit a record, I will be able to view and edit the record regardless of which record type it is this record and regardless of record types are assigned to my profile.

- So If you want record types to influence security, use critteria based sharing rules based on record types.

Front 129

record types ? (3)

Back 129

if records were created before creating record types, they won't be assigned to a certain record type when we create them.

The effective record type for these records, will be the master record type which will contain all pick list values.

Front 130

What is a business process?

Back 130

A business process determines which picklist values are selectable for certain fields:

1. Lead Status in Lead Process

2. Opportunity Stage in Sales Process

3. Case Status in Support Process

4. Solution Status in Solution Process

Front 131

Record Type Selection?

Back 131

Go to :

- My personal Information -> Record Type Selection

- or under My settings --> Display & Layout --> Set Default Record Types

- Check the appropriate box if you would like the default Record Type selected automatically when creating a new record. Leave the box unchecked if you would like to be prompted to select a Record Type when creating a new record.

- Available in: Enterprise, Performance, Unlimited, and Developer Editions

Front 132

Notes and Recap about Picklist Values and Page Layouts? What control each of them?

Back 132

1. Picklist Values:

- Record Type

- Controlling Fields

2. Page Layout Assignment:

- Record Type

- Profile

Front 133

When to use Record Types?

Back 133

- You need different picklist values based on profile/process

- Multiple page layout assigned per profile . If you need a Single different page layout for each profile, no need for record type and use page layout assignment ONLY.

Front 134

Sales CLOUD

Back 134

A. Leads:

1. Lead Assignment Rule

2. Web-to-lead

3. Lead Auto-Response Rules

4. Lead Conversion

Opportunity:

Sales Processes and Opportunity Stages

Forecasting and Quotas

Assigning and Selecting Price Books

Campaign:

- campaign hierarchy

- Campaign influence

- Campaign ROI

Accounts and opportunity teams

Contact Roles

Opportunity competitors

Front 135

What are lead assignment rules?

Back 135

Lead assignment rules will change the owner of a newly created or reassigned lead based on a set of rules defined by the system administrator

you can specify the order of each rule, criteria and you can assign either to user or queue.

Front 136

Why use lead assignment rules?

Back 136

Use lead assignment rules to ensure that lead records are assigned (or re-assigned) to the correct user or queue for action.

Front 137

How are lead assignment rules executed?

Back 137

Lead assignment rules are executed sequentially. The first rule where the record matches the rule criteria will determine the record owner.

Front 138

How many different lead assignment rules can I create

Back 138

- You can create more than one set of many lead assignment rules, but only one can be active at a time.

- The active lead assignment rule is automatically selected in several scenarios, including web-to-lead submissions, as discussed below.

Front 139

When are lead assignment rules triggered?

Back 139

Lead assignment rules can be referenced in several different ways:

1. Optionally, when a user edits a lead. A user can check ”Assign using active assignment rule’, and this will trigger lead reassignment using the active lead assignment rule.

Front 140

When are lead assignment rules triggered? (2)

Back 140

3. The admin can also configure this checkbox to be selected by default in the lead page layout properties:

Front 141

When are lead assignment rules triggered? (3)

Back 141

4. Optionally, using the lead import wizard.

5. Optionally, using the data loader to manipulate lead data.

Front 142

How do I configure lead assignment rules? (4 steps)

Back 142

1. Create or modify an existing assignment rule.

Navigate to Setup –> Customize –> Leads –> Assignment Rules. Click a rule to modify or create a new rule:

2. Create assignment rule entries.

Add new rules as needed, optionally send an email to the user or queue for each new lead assigned.

3. Order your assignment rules.

Ensure that your rules are listed in the order you would like ownership established. The first rule that matches will trigger lead assignment.

4 . Configure the default lead owner.

Navigate to Setup –> Customize –> Leads –> Settings. When an assignment rule is invoked and no rule matched, the lead will be assigned to the default owner.

Front 143

What is Web-to-Lead?

Back 143

Web-to-lead generates a contact form that can be integrated within an existing website. Each form submission create a lead record in Salesforce.

Front 144

When is it appropriate to use Web-to-Lead?

Back 144

- Essentially, any time your organization wants to capture leads from a website, web-to-lead is the easiest way to do so.

Front 145

How to implement Web-to-Lead?

Back 145

Step 1. Configure the default response template, and auto-response rules.

Step 2. Configure Web-to-Lead Settings.

Step 3. Generate the web-to-lead HTML code.

Step 4. Customize your web-to-lead HTML code.

Front 146

Step 1. Configure the default response template, and auto-response rules??

Back 146

- See Lead Auto-Response Rules for detailed instructions. T

- his step will determine what email template the form submitter receives in reply (e.g. “Thank you for your interest. Our team will be in touch shortly.”).

Front 147

Step 2. Configure Web-to-Lead Settings???

Back 147

Navigate to Setup –> Customize –> Leads –> Web-to-Lead.

The default lead creator will be shown as the lead creator for web-to-lead submissions. Keep this in mind for reporting purposes.

Front 148

Step 3. Generate the web-to-lead HTML code?

Back 148

Navigate to Setup –> Customize –> Leads –> Web-to-Lead. Click “Create Web-to-Lead Form”.

Select the appropriate fields, return URL [where the user is redirected after filling the form], and click “Generate”

Front 149

Step 4. Customize your web-to-lead HTML code???

Back 149

The HTML code generated from Salesforce does not contain any validation or styling. Therefore it must be customized to include:

1. CSS

2. styling elements

3. form validation

4. hidden fields and so on.

This customized code is ultimately what is deployed on your organization’s website.

The web-to-lead code generated by Salesforce is simply a starting point.

Front 150

Limitations and other considerations for Web-to-Lead????

Relationships

Back 150

- You cannot capture lookup relationship fields with web-to-lead, with the exception of the Campaign field.

- When the campaign field is included with a web-to-lead submission, the lead will be automatically joined to the specified campaign.

- You may want to hard code the campaign ID into your web-to-lead form (this way the submitter of the web-to-lead form does not see the campaign field). I

n that case, use the following code (replace “701E00000000xE0″ with the appopriate campaign ID in your org):

Front 151

Limitations and other considerations for Web-to-Lead????

Validation

Back 151

The web-to-lead form generated by Salesforce does not restrict data entered into the form. Any validation (such as requiring fields, or a valid email address) must be added to the generated HTML code; this validation cannot be configured within Salesforce.

Front 152

Limitations and other considerations for Web-to-Lead????

Daily Limits

Back 152

By default, you can capture up to 500 web-to-lead submissions per day.

If your organization wants to capture more than 500/day, you can contact Salesforce to have the limit increased.

Or, use another method to capture leads.

Front 153

What are lead auto-response rules?

Back 153

Auto-response rules are used to specify which email template is sent in reply to a web-to-lead submission.

Front 154

Do I need to configure lead auto-response rules?

Back 154

Will all web-to-lead submissions receive the same email template in response to their submission?

- If yes, you do not need an auto-response rule. However, you will need to configure the default response template

- If no, you will need an auto-response rule.

Front 155

Steps to configure responses to web-to-lead submissions??

Back 155

1. Create email template(s).
- Navigate to Setup –> Communication Templates –> Email Templates.

2. Configure the default response template.

- The default response template is sent if no auto-response rule is configured, or if no rule within the active auto-response rule is matched.

- Navigate to Setup –> Customize –> Leads –> Web-to-Lead. Edit the Default Response Template

3. Configure an auto-response rule (if required).

- If more than one response template was configured in step 1, then an auto-response rule is required.

- Navigate to Setup –> Customize –> Leads –> Auto-Response Rules.

- Click on an existing rule to edit, or click New to create a new rule.

- Configure and order your rule entries as appropriate. Mark the rule active when complete

Front 156

How many different lead auto-response rules can I create?

Back 156

- You can create many auto-response rules, but only one can be active at a time.

- To my knowledge, inactive auto-response rules cannot be referenced until made active.

- One potential use for multiples rules would be to keep a second auto-response rule for holidays. This rule would only get activated prior to holidays, and would notify potential customers that response time may be slightly delayed because of the holiday.

Front 157

Lead Conversion:

When are leads converted?

Back 157

Typically, leads are converted when they have been identified as qualified sales prospects.

A common lead flow is as follows:

1. Lead generated through web-to-lead
2. Lead assigned to inside sales queue via auto-assignment rule
3. Inside sales rep manually takes ownership of lead from queue
4. Inside sales rep calls and qualifies lead
5. Lead is converted and transferred to outside sales rep

==> Press button Convert on lead page layout

Front 158

What happens when I convert a lead?

Back 158

1. A contact, account, and opportunity are created and populated with the lead’s data (unless otherwise specified during conversion).

2. The lead field “Converted” is changed from False to True.

3. The lead record can no longer be viewed by users and will not be displayed within search results. The lead record and its data are still present, however, and can be reported on

Front 159

What happens to lead data during conversion?

Back 159

- The data within standard lead fields is automatically transferred to the contact, account, and/or opportunity.

- Standard relationships (campaign membership, related activities) are transferred from the lead to the newly created records (e.g. calls on the lead are transferred to the contact/account/opportunity).

- In order for data within custom lead fields to transfer to the contact/account/opportunity during lead conversion, the administrator must map the custom lead fields.

Front 160

How does lead conversion custom field mapping work?

Back 160

Mapping a custom lead field for conversion is a two step process:

1. Create field to store the data on the target object.

2. Map the lead field to the target object.

Setup –> Customize –> Leads –> Fields –> Map Lead Fields Button

--> you will be redirected to a page with all custom fields on the lead and you can choose where you want to map this field to.

Example:

- I have a picklist on lead record called "test"

- Go create a test picklist on the opportunity object

-

Front 161

How can I map a single lead field to more than one field when converted?

Back 161

A custom lead field can only be mapped to a single field on either contact, account, or opportunity.

For instance, I could not map “Lead.Product Interest” to both “Account.Product Interest” and “Opportunity. Product Interest”.

A workaround for this is to create a formula field that replicates the value of the original field. Then map the formula field to the second field.

Front 162

What if the account/contact/opportunity already exists?

Back 162

For Opportunity:

When you convert a lead, you will have the option to not create a new opportunity.

Simply check the box as shown.[Do not create a new opportunity upon conversion.] There is no way to convert a lead to an existing opportunity.

Front 163

What if the account/contact/opportunity already exists? (2)

Back 163

For Account:

Salesforce will attempt to find accounts with the same name as the field “Company” on the lead record. If an account name contains the company’s name, then you will have the option to use the existing account record.

Front 164

What if the account/contact/opportunity already exists? (3)

Back 164

For Contact:

If you attach the lead to an existing account and the lead name matches the name of an existing contact, then you will also have the option to use the existing contact record

Front 165

Important Considerations for lead conversion!!!!

Back 165

1. Converted leads cannot be modified (even via the API).

2. Custom fields on each object are maintained separately.

If you have custom picklist fields on lead and a target object, you must maintain the values for each field separately (if you update one, remember to update the other). Some standard fields (such as lead source) do this automatically.

Front 166

Important Considerations for lead conversion!!!!

Back 166

3. The default record type of the user performing lead conversion is selected automatically for records created in the conversion process.

Example:

My organization sells both product and services.

Record types are enabled on lead and opportunity. Two record types are present on both objects: one for products, a second for services. The default record type for all users is the products record type for both objects.

When a user converts a services record type lead, a product record type opportunity will be created (as this is the user’s default record type). There are workarounds for these scenarios (workflow rules), however, this should be planned for accordingly.

Front 167

Important Considerations for lead conversion!!!!

Back 167

4. Custom relationships to the lead object do not transfer during conversion.

- Lookup fields on the lead object can be mapped the same way as any other custom field.

- However, relationships to the lead object will remain in place, and will not be transferred during conversion. An apex trigger or custom VisualForce lead conversion page is required for this logic.

Example:

I have created a custom object “Product Interest” with a master/detail relationship to the lead object. Each product that a lead has expressed interest in is created as an associated record to the lead. When I convert the lead, those “Product Interest” records will remain associated with the lead, and will not be transferred to the contact/account/opportunity.

Front 168

Important Considerations for lead conversion!!!!

Back 168

5. The Chatter feed of the lead record is not transferred during conversion.

6. Once a lead is converted, it cannot be reverted to an unconverted state.

Front 169

What is a Sales Process?

Back 169

- A sales process is used to determine which opportunity stages are selectable when record types are enabled.

- A sales process is not required if record types are not enabled.

Front 170

Defining opportunity stages?

Back 170

When you define an opportunity stage, several other variables must be defined in addition to stage name:

1. Stage Name

2. Type

3. Probability

4. Forecast Category

5. Chart Colour

Front 171

Opportunity Stage , Stage Type?

Back 171

Stage type is referenced in opportunity reporting.

For instance, running a report with opportunity status “Open” would include only opportunities with a stage type “Open”.

Note: Stage Name and Stage Type are not always correlated. "I could add stage name “Sold” as Closed/Won in stage type"

Front 172

Opportunity Stage, Probability???

Back 172

Probability represents the likelihood that an opportunity will be sold, and is used to calculate expected revenue.

Expected Revenue = Amount x Probability / 100​

Front 173

Opportunity Stage, Forecast Category???

Back 173

The forecast category is used to populate a user’s forecast data:

Front 174

Nice to know about opportunity stages?

Back 174

Standard fields “Closed” and “Won” provide an easy way to summarize opportunity information in reports:

Closed: True if Stage Type is “Closed/Won” or “Closed/Lost”, else False.

Won: True if Stage Type is “Closed/Won”, else False.

Front 175

What are forecasts?

Back 175

-Forecasts can be used to predict future sales within an organization.

- Forecast data is aggregated from each user’s opportunity records, and the related forecast category of each opportunity’s stage.

However, forecasts can be overridden without updating the source opportunity records.

Front 176

What are a quotas?

Back 176

Quotas are used to set target sales goals for forecast users.

This can allow organizations to establish greater accountability for meeting sales expectations.

Front 177

How are forecasts implemented in Salesforce?

Back 177

There are 2 different versions of forecasting in Salesforce:

1. Collaborative Forecasts (Winter ’12 release)
2. Customizable Forecasts (by feature request)

Front 178

When is a single price book appropriate?

Back 178

At least one price book must be configured and active in order to add products to either an opportunity or a quote.

Front 179

When are multiple price books appropriate?

Back 179

The use of multiple price books will allow organizations to price products independently for different groups of customers.

Front 180

How can you determine which price books are assigned to a user?

Back 180

By default, the org-wide default setting for price book is “Use”.

This means that any user with read access to both the “Product” and “Price Book” object will be able to select any active price book.

Front 181

How can I restrict visibility/use to certain price books

Back 181

1. Set the org-wide default for price book to “View Only” or “No Access”.

2. Share each individual price book with the appropriate role, group, and users.

Front 182

How are price books selected?

Back 182

If only a single price book is active, or the user only has “Use” permissions to a single price book, then that price book is automatically selected.

If the user has “Use” access to more than one active price book, then they must manually select the price book prior to adding products to an opportunity or a quote.

Important Note:

* The products object does not use the standard record sharing model. Access to manipulate products is controlled by object-level security (profile & permission sets).

Front 183

How to create a campaign record?

Back 183

Creating a campaign is just like creating any other record in Salesforce, with the exception that the user must have the “Marketing User” feature license selected in addition to corresponding object-level security.

Front 184

How to configure campaign member statuses on a campaign?

The status is assigned to the campaign member when added to the campaign or can be changed later

Back 184

Click Advanced Setup on the campaign record.

Add and change responses as desired.

Note: The ‘responded’ attribute is rolled up in campaign summary fields.

Front 185

How to add a lead or contact to a campaign, and update the status of existing campaign members?

Back 185

There is 5 ways:

1. Use the campaign history related list on the contact or lead page layout and press on "Add to campaign".

2. Use one of the wizards on the campaign record to add new members or update existing members.

3. Run a lead or contact report and click the “Add to Campaign” button.

4. Configure web-to-lead submissions to join a campaign when the lead is created.

5. Use the data loader to create/update campaign member records.

Front 186

How to add a lead or contact to a campaign, and update the status of existing campaign members?

Back 186

There are a number of different tools that you can use to manipulate campaign membership:

1. Use the campaign history related list on the contact or lead page layout and press on "Add to campaign".

Front 187

How to add a lead or contact to a campaign, and update the status of existing campaign members? (2)

Back 187

2. Use one of the wizards on the campaign record to add new members or update existing members.

Front 188

How to add a lead or contact to a campaign, and update the status of existing campaign members? (3)

Back 188

3. Run a lead or contact report and click the “Add to Campaign” button.

Front 189

How to add a lead or contact to a campaign, and update the status of existing campaign members? (4)

Back 189

4. Configure web-to-lead submissions to join a campaign when the lead is created.

5. Use the data loader to create/update campaign member records.

Front 190

Email Marketing and Marketing Automation within Salesforce??

Back 190

To add email marketing or marketing automation functionality to Salesforce, you will need to use a 3rd party vendor.

Salesforce provides very basic mass email functionality (use the mass email wizards on the Leads or Contacts tab), but it is a) limited to 1,000 emails or less per day and b) not CAN-SPAM compliant.

Front 191

When to use a campaign hierarchy?

Back 191

Use campaign hierarchy if you want to track statistics about a group of campaigns.

For Example:

My organization is running a series of webinars. We would like to have a snapshot view of how each webinar within the series is performing individually, as well as the series as a whole.

In this scenario, I would create a parent campaign for the series, and a child campaign for each individual webinar held:

Front 192

How to configure campaign hierarchy?

Back 192

1. Configure field-level security.

2. Add fields to the appropriate campaign page layout(s).

3. Populate the parent campaign field on child campaign records.

Front 193

How to configure campaign hierarchy? (2)

Back 193

1. Configure field-level security.

Campaign hierarchy fields are set to hidden field-level security by default. Ensure that the proper profiles have access by changing the visibility to each field:

Setup –> Customize –> Campaigns –> Fields

Click on the field (e.g. “Total Actual Cost in Hierarchy”). Click “Set Field-Level Security”.

Set the field to visible for the appropriate profiles.

repeat the steps for the other fields as well.

Front 194

Limitations of Campaign Hierarchies?

Back 194

You can have up to 5 levels in your campaign hierarchy.

There is no limit to the number of campaigns within the hierarchy itself, however.

Front 195

What is campaign influence?

Back 195

Campaign influence allows you to associate one opportunity to multiple campaigns

the campaign influence is a related list in the opportunity layout

Front 196

What is campaign influence? (2)

Back 196

However:

1. An opportunity can have only one primary campaign.
2. Only the primary campaign influences campaign rollup summary fields on the related campaign.

Example:

Viewing the Primary Campaign: Num of Total Opportunities summary field includes the opportunity:

Viewing a Non-Primary Campaign: Num of Total Opportunities summary field excludes the opportunity:

In short, campaign influence will allow you to display and report on an opportunity’s relationship with multiple campaigns, but the opportunity is only attributed to a single campaign for rollup summary and ROI calculations.

Front 197

How can I use campaign influence in my organization?

Back 197

Simply add the campaign influence related list to the appropriate opportunity page layout(s).

Front 198

What is automatic campaign association?

Back 198

When a contact role is added to an opportunity:
==> automatic campaign association will add that contact’s campaigns to the campaign influence related list on the opportunity.

Front 199

In order for automatic campaign influence to work, the following must be true:

Back 199

1. Required: The contact role must be added prior to the opportunity close date.

Front 200

how to configure the automatic campaign influence?

Back 200

To configure automatic campaign influence, navigate to Setup –> Customize –> Campaigns –> Campaign Influence:

Front 201

How is Campaign ROI measured?

Back 201

ROI is the percentage a campaign has returned above its cost.

Formula: (Total Value Won Opportunities – Actual Cost) / Actual Cost

Example:

For instance, the total value won by this campaign is $20,000. The actual cost was $11,400. Therefore its ROI is 75% (rounded).

Front 202

Important: How Total Value of Won Opportunities is Calculated

Back 202

Opportunities are only included in campaign ROI calculations if both of following are true:

1. The opportunity’s stage type is closed/won

Front 203

How to run Salesforce campaign ROI reports?

Back 203

Click on the campaigns tab, and run the “Campaign ROI Analysis Report”.

Front 204

What are Account Teams?

Back 204

Account teams provide a method to document the roles of multiple users in the management of a single account.

Front 205

Why use Account Teams?

Back 205

Adding members to an account team serves several purposes:

Documentation & accountability. Clearly defining each user’s role within the management of an account provides an easy way to establish accountability.
Record access. When a user is assigned to an account team, they are granted record-level access to the account record and some of its related records:

Front 206

Why use Account Teams? (2)

Back 206

3. Operations & logistics. Account teams can be referenced in list views and reports:

Front 207

Who can add and manage Account Team members?

Back 207

Full record access to the account is needed to manage its account teams.

In application, this is generally the

a) the account owner,

b) a user higher in the role hierarchy than the account owner, or

c) a system administrator

Front 208

How are Account Teams enabled?

Back 208

Navigate to Setup –> Customize –> Accounts –> Account Teams.

Click enable, and add the related to list to the appropriate page layouts when prompted.

Front 209

What is a Default Account Team?

Back 209

Each user can define a default account team (Setup –> My Personal Information –> Personal Information).

or : personal information -> Advanced user details

Front 210

A user’s default account team can be applied in several ways:

Back 210

1. The user’s default account team can be automatically added to new or existing accounts owned by the user:

Front 211

A user’s default account team can be applied in several ways: (2)

Back 211

2. The user can manually add the default account team from the account page layout:

Front 212

What is Team Selling?

Back 212

Also known as opportunity teams, team selling applies the same concepts as account teams to the opportunity object.

However, there are a few differences:

1. Opportunity teams influence record-level security on the opportunity. Account teams influence record-level security on the account, related opportunities, and related cases.
2. Custom fields can be added to the opportunity team object; custom fields cannot be added to the account team object.

Front 213

Opportunity Contact Roles?

Back 213

- Use the contact roles related list on the opportunity to specify the contacts involved in a deal.

- Contacts do not necessarily have to be related to the same account as the opportunity.

- Contact roles can also impact campaign influence.

Front 214

Account Contact Roles?

Back 214

Adding the contact roles related list to the account will allow users to establish relationships between a single contact and multiple accounts.

For instance, contact “Lauren Boyle” is a member of the “United Oil & Gas Corp.” account, but also has a role on the “Farmers Coop. of Florida” account:

Front 215

Limitations of Contact Roles?

Back 215

1. You cannot add new fields to contact roles, nor can you customize the related lists. You can add and change the roles (e.g. change “Influencer” to “Stakeholder”).

2. You cannot display the account roles related list on the contact. For instance, when I view the contact “Lauren Boyle”, no record of the relationship to the account “Farmers Coop. of Florida” is displayed.

If this is important to your organization, consider one of the following workarounds:

* Build a custom object instead of using contact roles.
* Add a custom button/link to a report to display contact roles (pass the contact id to the report through the button/link URL

Front 216

Opportunity Competitors???

Back 216

- You can add the competitors related list to the opportunity.

- Customization is extremely limited, and the competitor information must be entered for each opportunity.

For more strategic methods to capture competitor information, consider building a custom object

Front 217

Service Cloud

Back 217

Cases:

1. Case Layout & Status

2. Case Escalation Rule

3. Case contact roles & Case teams

Solutions:

1. Solution Overview

Communities and Portals

Front 218

What are the Case Page Layouts types?

Back 218

Cases have two page layout types:

1. Case Page Layout

2. Case Closed Page Layout

Front 219

What is Case page layout?

Back 219

This layout is used except when closing a case (this includes viewing and editing previously closed cases)

Front 220

what is Case Closed Page Layout?

Back 220

This layout is only used when closing a case (via the “Close Case” button pictured above)

Front 221

What is Case Status?

Back 221

- Each case status can be declared a “Closed” status

- By default, closed case statuses can only be selected from the “Case Closed Page Layout” (as shown above).

Front 222

Why is this important?

Back 222

Use the “Case Closed Page Layout” to ensure that all required information is captured before a case is closed.

Since the case closed layout is separate, you can make fields required when closing a case that are not required when creating a case.

Example:

Case reason is not required to open a case:

But is required to close a case:

Front 223

Is there a way to show close status in normal case layouts?

Back 223

You don’t have to use the case closed page layout.

Simply check “Show Closed Statuses in Case Status Field”

under support settings (Setup –> Customize –> Cases –> Support Settings).

Then remove the “Close Case” button from the case page layout.

Front 224

What are case escalation rules?

Back 224

Case escalation rules are used to reassign and optionally notify individuals when a case is not closed within a specified time period.

Front 225

Why use case escalation rules?

Back 225

Common use cases include:

* Prioritizing support of important customers (e.g. standard customer cases are escalated after 80 working hours; gold customers are escalated after 16 working hours).
* Ensuring the customer support team is meeting customer service-level agreements (Entitlements and Milestones greatly expand on the Service Cloud’s ability to enforce SLAs, but are not covered in this guide).

Front 226

How are escalation rules structured?

Back 226

Escalation Rule –> Escalation Rule Entry –> Escalation Action

Front 227

Case Escalation Rule?

Back 227

- The escalation rule is the container for all rule entries and rule actions.

- Only one can be active at a time, and most organizations will only need to use one rule.

Front 228

What is case

Escalation Rule Entry

?

Back 228

When a case is created or modified, it will look to the list of rule entries for the first match.

That rule entry will determine the case escalation actions.

If no rule is matched, case escalation will not occur.

Front 229

What are Case

Escalation Actions

?

Back 229

Each escalation rule Entry can have many associated actions.

Rule Entry #2 has one associated action, which will notify and reassign the case 6 hours after creation if it is not closed:

I could add addition escalation actions as well. For example, I may want to escalate this case again if not resolved within 48 hours.

Front 230

Business Hours, Holidays, and Case Escalation

Back 230

The combination of business hours and holidays determine when escalation actions occur.

Each org must have one default business hours configuration:

The default business hours is populated into the case field “Business Hours” when a case is created:

Front 231

Case escalation rule entries can reference business hours in one of the following ways:

Back 231

Ignore business hours (e.g. for business critical 24×7 support cases)
Use business hours specified on case (shown above; this will typically be your org’s default business hours)
Set business hours (could be used if the case is escalated to a team in another time zone)

Front 232

Important Note about cases

Back 232

Case escalation rule entries are evaluated every time the case is modified.

When changed to a rule that would have previously triggered escalation, the case is escalated as soon as possible.

Example:

Two escalation rule entries exist:

1. Escalate 3 hours after creation date if Priority is “High”
2. Escalate 6 hours after creation date if Priority is “Medium”

A user creates a case with priority “Medium”. After 5 hours, they change the priority to “High”. This case will be escalated shortly, as it now matches the criteria specified for priority “High” and is 2 hours “overdue” for escalation.

Front 233

Important Note about cases(2)

Back 233

Modifying related records used in case escalation rule criteria will not invoke rule re-evaluation of related cases.

Example:

Changing an account’s SLA from “Gold” to “Platinum” will not cause re-evaluation of escalation rules of the cases associated to the account. However, if the case is modified after the account is updated, rules are re-evaluated taking into consideration the updated account data.

Front 234

Monitoring Case Escalation

Back 234

Monitoring case escalation rules is straightforward, but can be incredibly helpful when troubleshooting escalation actions.

Navigate to Setup –> Monitoring –> Case Escalation:

Front 235

What are Contact Roles?

Back 235

Contact roles on cases function much like contact roles on accounts and opportunities.

They allow users to declare the role of multiple contacts in relationship to a case. Simply add the contact roles related list to the case page layout:

Front 236

What are Case Teams?

Back 236

- case teams work much like account and sales teams.

- Case teams provide a clear way to document the roles of multiple users in the management of a single case. They also extend record access to team members (which can include portal users).

Front 237

Configuring Case Teams?

Back 237

Step 1. Define Team Roles

Step 2. Update the case page layout(s)

Front 238

Configuring Case Teams

Step 1. Define Team Roles

Back 238

Navigate to Setup –> Customize –> Cases –> Case Teams –> Case Team Roles to define roles:

Front 239

Configuring Case Teams

Step 2. Update the case page layout(s)

Back 239

Add the case team member related list to each case page layout:

Front 240

Predefined Case Teams

Back 240

The administrator can create predefined case teams that will allow users to quickly add members to a case.

First, define the teams (Setup –> Customize –> Case Teams –> Predefined Case Teams):

Users can then easily add case predefined case teams:

Front 241

What is a solution?

Back 241

A solution is a detailed description of a customer issue coupled with repeatable steps to resolve the issue.

Front 242

Why use solutions?

Back 242

Solutions can streamline the communication of common case resolutions, improving support agent productivity and response time to customers.

Example

ABC Software Company sells an application for Windows and Mac computers. Version 5.11 for PC was released last month. A bug was discovered in this release, where the file menu occasionally does not display correctly.

The support staff are aware of the bug, and the development team have since released Version 5.12 which fixes the bug. However, the customer service team regularly responds to customer inquiries about the file menu.

To streamline the communication process to customers experiencing this issue, a solution has been creating outlining the steps for resolution:

When a customer service rep works a case, they can find and attach relevant solutions to the case:

Front 243

Solution Email Templates

Back 243

The solutions attached to the case can be referenced via email templates and sent to the customer:

This allows your support agents to quickly and effectively communicate potential solutions to the case submitter:

Front 244

Closing cases?

Back 244

When closing cases, users can submit new solutions for review.

Front 245

Solution Permissions

Back 245

- Solutions do not use sharing rules.

- Instead:

1. object-level security (as determined by the user’s profile and permission sets) and

2. the “Manage Published Solutions” privilege (see below) determine what access the user has to solutions.

- Each solution status can be optionally marked as “Reviewed”.

- To edit/delete solutions in a “Reviewed” status, the user must have the “Manage Published Solutions” privilege.

Front 246

Other Solution Features (Solution Categories)

Back 246

Create a solution category tree (navigate to Setup –> Customize –> Solutions –> Solution Categories):

Solutions can be associated with multiple categories:

Users can browse solutions and search for solutions by categories.

Front 247

Other Solution Features (HTML Solutions)

Back 247

Setup --> customize --> solutions --> solution settings

Once enabled, HTML solutions cannot be disabled. This will allow your organization to use rich text fields (formatting, images, etc.) within solutions.

Front 248

Other Solution Features (Public & Portal Solutions)

Back 248

- Solutions can be published to your company website via iframe

- (Setup -> Self-Service –> Public Solutions)

- or exposed through self-service or customer portals.

Front 249

Other Solution Features (Multilingual Solutions)

Back 249

When enabled, solutions can be translated into multiple languages.

Setup --> customize --> solutions --> solution settings

Front 250

Communities & Portals Overview

Portals – A Thing of the Past

Back 250

In the not-so-distant past, Salesforce had several portal offerings:

1. Customer Portal:

2. Partner Portal

3. Self-Service Portal:

Front 251

1. Customer Portal:

Back 251

Allows customers to:

1. manage their cases

2. view solutions/knowledge

3. contribute to communities (questions, answers, ideas)

4. and access data within custom objects.

Front 252

2. Partner Portal

Back 252

Partner Portal (Partner Relationship Management):

- The key difference between customer portal and partner portal is that partner users can access leads and opportunities.

- This allows your organizations and its partners to collaborate on your organization’s sales pipeline.

- Partners can also manage cases, view solutions/knowledge, contribute to communities (questions, answers, ideas), and access data within custom objects.

Front 253

3. Self-Service Portal:

Back 253

- Allows customers to manage cases

- view solutions/knowledge.

- Discontinued prior to launch of communities.

Front 254

Communities – The Future

Back 254

- Communities replaces these portal offerings moving forward.

- Whereas portals essentially gave external users (partners, customers, etc.) the ability to access Salesforce,

- Communities is aimed at connecting the right people (whether internal users, partners, or customers) together within Salesforce.

Front 255

Difference between communities and portals?

Back 255

The structure of the features is similar, but there are several differences as well:

1. External users (partners/customers) can communicate via Chatter in Communities. Portals do not support Chatter.
2. The standard Communities user interface is very close to that of a regular internal Salesforce user. The out of the box portal user interface looks dated.
3. The licensing model for each is similar; however, Communities may have a slightly higher fee ($500 additional per year per community with the same license cost, last I heard).

Front 256

Upgrading to Communities

Back 256

Contact Salesforce to upgrade an existing Partner Portal or Customer Portal to Communities.

Portal licenses can only be added for customers with an existing portal – new Salesforce customers must purchase Communities.

Front 257

Ideas & Answers

Chatter Answers

Back 257

Chatter Answers

- Chatter Answers allow internal users, partners, and customers to collectively ask and answer each others’ questions.

- Chatter Answers replaces Answers moving forward.

Chatter Answers can be used in a variety of ways, most commonly:

* Internally, as a digital Q&A referendum for employees.
* Internally and externally, as a method for customers and employees to interact together (e.g. Salesforce Answers Community).

Front 258

Ideas & Answers

Ideas

Back 258

- Ideas provides a mechanism to capture feedback.

- Users submit ideas, and vote on ideas submitted by other users.

- Each vote translates into additional points for the idea; the most popular ideas gains the most points. This allows moderators to prioritize the most popular ideas.

Ideas can be used in a variety of ways, most commonly:

* To capture feedback on how to improve your organization internally.
* To capture customer feedback for ways to improve your product or services (e.g. Salesforce IdeaExchange, My Starbucks Ideas).

Front 259

Ideas & Answers

Answears

Back 259

Answers has been replaced by Chatter Answers.

Front 260

Community Structure

Back 260

- You can create multiple communities; each has its own members, login page, branding, etc.

- A typical example would be to have a partner community and a customer community.

Front 261

Zones

Back 261

Zones are used to determine access to records for certain objects (which do not use the standard security model):

* Ideas
* Chatter Answers
* Answers (Replaced by Chatter Answers)

Front 262

What are the activity types?

Back 262

There are two types of activities: Tasks and events.

Front 263

What are tasks?

Back 263

- Tasks are used to represent to-do items or actions such as phone calls, emails, physical mailings, and so on.

- Tasks have a scheduled due date, with an optional reminder at a specified time.

Front 264

Task Completion?

Back 264

Tasks are moved from “Open Activities” to “Activity History” when the task status is “Closed”:

The below task “Call” is status “Completed”, therefore it is displayed under activity history. If the task’s status was not “Closed” (as shown above), then it would be listed under open activities.

Front 265

Assigning Multiple Users to Tasks???

Back 265

- When you create a task, you can assign the task to multiple users.

- Note that this actually creates a duplicate task record for each user; it does not assign a single task to multiple users.

- The resulting tasks are not linked in any way.

Front 266

Events

Back 266

- Events are used to represent scheduled meetings, similar to appointments in your Outlook calendar.

- Events have a scheduled start and end time.

Front 267

Event Completion

Back 267

- Events are moved from “Open Activities” to “Activity History” when the start date of the event is in the past.

- For instance, if an event starts at 1:00PM and ends at 1:30PM, then it will appear under open activities until 1:00PM, and will appear in activity history after 1:00PM.

Front 268

Associating Activities to Custom Object???

Back 268

- Activities can be associated to most standard objects.

- In order to link an activity to a custom object, you must ensure that the “Allow Activities” checkbox is enabled within the object properties:

Front 269

Summary Comparison

between tasks and events

Back 269

TASKS

To-do Items (Phone Calls, Emails, etc.)

Due Date w/ Reminder

Activity History when Status "Closed"

EVENTS

Appointments (e.g. Outlook Calendar Entry)

Specified Start & End Time

Activity History when Start Time has Passed

Front 270

Global Search VS Sidebar Search? (1)

GLOBAL Search

Back 270

- Global Search is automatically enabled when Chatter is enabled. It cannot be enabled otherwise.

- As you can see, the position of the search bar is above the tabs.

- Global Search returns personalized results, based on which records a user views most (opportunities are placed at the top if the user views opportunity most frequently).

- Global Search will return more search results than sidebar search, as it indexes most custom fields and additional data (including articles, documents, products, and more).

Front 271

Global Search VS Sidebar Search? (2)

Sidebar Search

Back 271

- When Chatter is disabled, sidebar search is present.

- Sidebar search does not return personalized results.

- It also returns fewer search results than Global Search, as it indexes only select fields:

(name, address, phone, email, custom fields that are either unique or an external id).

Front 272

Comparison Summary

between

sidebar search and global search

Back 272

GLOBAL SEARCH

Chatter Enabled

Menu Above Tabs

Personalized Results

More Results Returned

SIDEBAR SEARCH

Chatter Disabled

Menu in Sidebar

Static Results

Fewer Results Returned

Front 273

Chatter Feed Tracking?

Back 273

Feed Tracking

- When feed tracking is enabled for an object, each time one or more tracked fields is updated, a Chatter post is automatically generated.

- Feed tracking is enabled by default for some standard objects. It can be enabled on most standard objects, as well as custom objects.

Example

Two fields on the account have been selected with Chatter feed tracking: Account Name and Account Owner.

Whenever an account owner or name is changed, a Chatter post is generated on the corresponding account record:

Front 274

Configuring Feed Tracking

Back 274

Navigate to Setup –> Customize –> Chatter –> Feed Tracking. Select object and fields as needed.

Front 275

Record IDs

Back 275

- Every record within Salesforce is assigned a record ID when created.

- This ID is unique throughout your Salesforce org, and is referenced frequently when performing operations using existing Salesforce data.

Front 276

15 Digit Record ID

Back 276

To find the record ID within the user interface, simply navigate to the record.

The ID will be shown as part of your URL, and is 15 digits in length:

Front 277

18 Digit Record ID

Back 277

- The API (e.g. Data Loader) will return an 18 digit version of the record ID.

- The 18 digit version is a case-insensitive version of the 15 digit ID.

- Three characters are appended to the end of the 15 digit ID; these 3 characters are what allow the 18 digit version to be case insensitive.

Front 278

15 digits record id vs 18 digits record ID

Back 278

- Notice that the IDs shown in the example are the same, except that the 18 digit ID has 3 additional characters.

- You can reference the 15 digit ID through the API (e.g. updating data), but the API will always return the 18 digit ID (e.g. extracting accounts through the data loader).

Front 279

Data Import Wizards

Back 279

The following objects can be imported via wizards in the user interface: ACC LS

1. Accounts

2. Contacts

3. Leads

4. Solutions

5. Custom Objects

Front 280

Duplicate Prevention Using Import Wizards

Back 280

Each of the import wizards has slightly different options for preventing duplicate records:

Accounts/Contacts

Leads

Solutions

Custom Objects

Front 281

Data Manipulation Wizards

Back 281

1. Mass Transfer Records (LA/Co/sc)

2. Mass Delete Records(LAAP/CSC)

3. Mass Transfer Approval requests

4. Mass Update Addresses(LACC)

5. Mass reassign account teams

6. Mass reassign Opportunity teams

Front 282

Data Manipulation Wizards

(2)

Front 283

Data Loader

Where to get the Data Loader

Back 283

1. Navigate to Setup –> Data Management –> Data Loader
2. Download & Install (Windows Only)

Front 284

Data Loader Operations

Back 284

ACTION

1. Insert: Creates new records.

2. Update: Updates existing records. The Salesforce ID of each record must be defined within the source file.

3. Upsert: Updates an existing record if present; if record not present, creates a new record. Matching can be based on Salesforce ID or external IDs.

4. Delete: Deletes records. The Salesforce ID must be defined within the source file.

5. Hard Delete: Permanently deletes; records are not moved to the recycle bin. The Salesforce ID must be defined within the source file.

6. Export: Extracts records from Salesforce; excludes records in your recycle bin.

7. Export All: Extracts records from Salesforce; includes records in your recycle bin.

Front 285

Wizards vs. Data Loader

Back 285

- The import wizards can load files with up to 50,000 records per job.

- Transfer wizards can transfer up to 250 records at a time.

- The Data Loader, however, is not limited in the number of records it can process per job.

- Therefore, if you need to process large volumes of data (e.g. create 250k accounts or transfer 10k accounts), use the Data Loader.

Front 286

What is a validation rule?

Back 286

A validation rule will conditionally prevent records from being saved.

Front 287

Why use validation rules?

Back 287

Use validation rules to ensure that users enter valid data when creating or updating records.

Front 288

Considerations of Validation rules:

Back 288

- Validation rules will impact:

1. API usage,

2. web-to-lead,

3. web-to-case submissions.

- Too many validation rules can be frustrating from a user interface perspective, as the error is not presented until after the user attempts to save the record. Make fields required when possible (as they are indicated as required in the user interface), and employ other usability features as appropriate (for instance, create a page layout section for information required when an opportunity is lost if more than 1 field is captured).

- Some formula arguments (such as VLOOKUP) can only be used in validation rules.

Front 289

Introduction to Data Quality

Define “Dirty” Data

Back 289

In Salesforce dirty data can manifest in a number of different ways, including:

* Duplicate records (e.g. two leads with the same information, a contact and a lead with the same information, etc.)
* Incomplete records (e.g. a lead without an email address or phone number)
* Inaccurate records (e.g. an opportunity with an inaccurate close date)

Front 290

How to Find and Merge Duplicate Records??

Back 290

Salesforce provides several manual tools to merge duplicate records:

1. Leads

Find Duplicates (Button)

2. Accounts

Merge Accounts (from the account tab)

3. Contacts

Merge contacts button (from an account record)

Front 291

Mass Merging Records

Back 291

Salesforce does not have any standard tools to mass merge records. There are a variety of third party solutions (see below).

Front 292

Salesforce CRM Content

Back 292

To use content, you must enable Content in your org (Setup –> Customize –> Salesforce CRM Content –> Settings):

Front 293

How to give a User Access to Content??

Back 293

To access content, users will need the following:

* Their profile must have the “Content” and/or “Libraries” tabs set to either “Default On” or “Default Off”.
* The user record must have “Salesforce CRM Content User” enabled, as shown below.

Front 294

Personal Library

Back 294

Each user can upload content to their personal content library, which is not shared with other users.

Front 295

Shared Libraries

Back 295

Users with the “Manage Salesforce CRM Content” permission (profile or permission set) can create shared libraries.

Access to shared libraries is specified by named user or public group membership:

Front 296

Library Permissions

Back 296

Each library member has specified permissions that determine what actions they can perform within the library:

1. Author

2. Viewer

3. Workspace Administrator

Front 297

Can create custom library permissions?

Back 297

The permissions shown above are the defaults. New library permissions can be added, and the default permissions can be modified as well:

Go : Setup --> Salesforce CRM Content --> Content Permissions

Front 298

Adding Content to Page Layouts

Back 298

There are two content related lists that can be added most object page layouts:

1. Related Content
2. Content Deliveries

Front 299

Content Related List Buttons

Back 299

* The related content list displays content that has been attached to the current record.
* The “Find Content” and “Search All” buttons allow users to search and attach content to the current record.
* The “Find Content” button searches content using record criteria (e.g. Lead Company) while the “Search All” button does not.
* The “Deliver Content” button in both related list performs the same function – creates a URL that can be distributed to view or download content.

Front 300

What is a Report Type?

Back 300

- We select the report type as the first step of creating a report

-

You cannot change the report type after the report is created (you would need to create a new report).

- A report type has two key functions:

1. The report type determines which records are included in a report. Report filters then determine which records are excluded from the report.

2. The report type determines which fields can be added to the report.

Front 301

Example how report types controls which records to include?

Back 301

For example, an “Opportunities” report type will include all opportunity records:

Front 302

Standard and Custom Report Type???

Back 302

Standard report types are automatically included with standard objects and custom objects where “Allow Reports” is checked. Standard report types cannot be customized, and automatically include standard and custom fields for each object within the report type.

Custom report types are added by an administrator. Within a custom report type, you can specify which objects and fields are included in the report.

Front 303

Custom Report Type Object Selection

Back 303

When creating a custom report type, pay very close attention to the two options when selecting relationships (Each “A” record [must / may or may not] have at least one “B” record). The objects and relationships selected determine which records will be included when reports of this type are run.

Front 304

When to Create Custom Report Types

Back 304

Generally speaking, unless you need a custom report type, there is no reason to create one. Standard report types usually meet the majority of an organization’s needs.

That said, here a few common reasons why organizations create custom report types:

1. Standard report types do not return the required set of records.

2. Standard report types does not include field(s) that you would like on the report.

Front 305

What is a workflow rule?

Back 305

A workflow rule will automatically take action when a record meets specified criteria.

Front 306

What is an approval process?

Back 306

An approval process takes action on a record based on user feedback. Whereas a workflow rule automatically takes action based on record criteria, an approval process is manually initiated by the user.

The administrator configures the approval process, determining conditions that the record must meet in order to be submitted for approval, who must approve the record, and what actions take place as a result of approval, recall, or rejection.

Front 307

What actions can workflow rules and approval processes perform?

Back 307

Workflow rules and approval processes reference the same bank of actions, and can perform the following:

* Create a task record
* Send an email
* Update a field
* Send an outbound message (used for integrations)

Front 308

Workflow Execution

Back 308

Workflow rules execute when the evaluation and rule criteria are both met.

Front 309

Evaluation Criteria

Back 309

One of 3 evaluation criteria can be selected:

1. created

The workflow rule will only fire if it meets the rule criteria when the record is created.

2. created, and every time it’s edited

The workflow rule will fire any time a record is saved and meets the rule criteria.

* Cannot be used in conjunction with time-based workflow actions.

3. created, and any time it’s edited to subsequently meet criteria

When this option is selected, the workflow rule will only fire the first time that the record meets the specified criteria. On subsequent edits, if the record continues to meet the criteria, it will not trigger the rule again.

However, if the record is modified to no longer meet the rule criteria, then edited once again and does meet the rule criteria, it will fire again.

Front 310

Rule Criteria

Back 310

The rule criteria can either be determined by specified field values or via formula evaluation:

Front 311

Time-Dependent Workflow Actions

Back 311

Time-dependent workflow actions are scheduled to execute at a specified time after the workflow rule itself has triggered.

Time-based workflow actions are structured as follows:

Workflow rule –> Time Trigger –> Workflow Action

If the record is edited and no longer meets the workflow criteria, pending workflow actions are unscheduled.

Front 312

Limitations and considerations:

Back 312

* Modifying an active time-based workflow rule can be tricky. Deactivating the workflow rule does not remove pending time-based actions that the workflow rule previously scheduled for future execution.
* Likewise, adding workflow actions to an active time-based workflow rule will not retroactively schedule the new actions on records where existing actions are pending.
* Time triggers cannot be added to an active time-based workflow rule.

Front 313

Approval Process Structure

Back 313

Each approval process is comprised of the following:

1. Entry Criteria – the record must meet this criteria in order to be submitted for approval.
2. Initial Submissions Actions – these actions are taken once any record is submitted for approval.
3. Approval Steps – each approval step has its own entry criteria, approval actions, and rejection actions.
4. Final Approval Actions – these actions are taken once all users (within all approval steps) have granted approval.
5. Final Rejection Actions – these actions are taken once any user rejects the approval.
6. Recall Actions – these actions are taken when the approval is recalled (assuming that approval process allows approval recall).

Front 314

Enhancing Approval Reporting

Back 314

Note that there is no out of the box way to report on approval status or age. Therefore I often add one or both of the following to approval processes:

1. Approval Status field

Picklist field with values:

* Submitted
* Recalled
* Rejected
* Approved

You’ll need to add the custom field, and field updates to each corresponding section of the approval process:

2. Approval Submission Date

Date/time field, updated to “NOW()” via approval action within initial submission actions:

Approval age can be added via formula once you have the date captured, as shown above.