Salesforce.

com
Functional Training


Overview
History
Salesforce Architecture
Customer Use of Salesforce
Salesforce Editions
Business Objects
Standard Business Objects
Custom Business Objects
Benefits

Salesforce.com: On-Demand Innovation Catalyst


Mainframe
Client/Server On-Demand





Mid 20
th
Late 20
th
21
st
Century Platforms Century Platforms Century Platforms


Salesforce Applications & the Force.com Platform


What is Salesforce SFA?
SFA= Sales Force Automation
On-demand Customer Relationship application


What is Salesforce Call Center?
On-demand Customer Services Solutio

What is Salesforce for Google AdWords?
Create ads that display on search engines
Generate leads
Track and analyze results


What is Salesforce Ideas?


Engage All Your Spark Conversations
Communities Online Around Ideas


Create Interactive Communities
Add Comments to Ideas
Vote the Best Ideas to the Top


Bubble the Best
Ideas to the Top


What is the Force.com Builder?
Point-and-click customization tool
Modify the application to meet your needs - no coding
Build custom Applications

What is the Force.com Platform?
The Force.com platform lets companies customize, integrate and
create enterprise applications as a service and without software.

Administrators can customize the standard applications
provided by salesforce.com or build their own on-demand
applications by grouping standard and custom tabs into new
custom applications
.

Salesforce Editions

What are Standard Business Objects?
Provided with out-of-the box Salesforce SFA and Salesforce Service &
Support applications
Capture key, related information which correlates to tables in the database


What are Custom Business Objects?
Using Force.com Builder you can build your own objects
Capture key, related information that applies to your business needs, not
necessarily related to Sales, Marketing or Support processes
Correlate to tables in the database
Org
-Creation
-Login
-Tour
ontained herein is subject to change without notice.


Organization
Administration


Learning Objectives - Organization Admin


At the end of this module, you will be able to
Describe what information is stored on the Company Profile
Explain how to add multi-currencies
Describe Historical Currency Exchange Rates Management
Locate currencies in Salesforce


Company Profile

What is a Company Profile?
Contains core information for your company
Language, Locale and Time Zone
Licenses
Storage and Used Space
Fiscal Year
Primary Contact and Address information



Fiscal Year
What is a Fiscal Year?
Used for an organizations financial planning
Usually a year in length
Impacts forecasts, quotas and reports
Salesforce allows two types:
Standard Fiscal Year - follows Gregorian Calendar
Custom Fiscal Year - follows a custom structure


Custom Fiscal Year

What is a Custom Fiscal Year?
Flexibly define fiscal year and other time periods
Define once, use everywhere
Pre-defined commonly used financial year structures



Customization

Learning Objectives - Customization


At the end of this module, you will be able to
Describe a Profile
Explain what a Profile controls
List the Standard Profiles
Create a custom profile (EE/UE)
Create custom fields
Define the following: Dependent Picklists, Custom Lookup fields and Formula Fields


Learning Objectives - Customization
At the end of this module, you will be able to
Customize page layouts including field customizations
Implement business processes and record types
Articulate how Field Level Security affects page layouts and visibility


Profiles
What is a Profile?
A collection of settings and permissions that define how a user accesses records
Determines how users see data and what they can do within the application
A profile can have many users, but a user can have only one profile
Profile Components:
Access to Applications
Tab Visibility
Page layouts
Field-Level Security.
Record Types Access
Permissions
Hours and IP addresses

IP User
Address

Login Profile
Hours

Apps
General and
Admin
Permissions
Tabs



Objects
Views




Role Security
Model

Record
Types


Page Picklist
Layout Values


Field Field Level
Level Permission
Security
Records Fields





Profile Components:

Page layouts: which page layouts the user sees
Field Level Security: the field-level security access that the user has to view and edit
Specific fields
Custom Apps: which standard and custom apps the user can view
Tabs: which tabs the user can view
Record Types: which record types are available to the user
Login: the hours and IP addresses from which the user can log in
Administrative, General and Object Permissions


Types of Profiles
Standard Profiles:
System Administrator
Standard User
Solution Manager
Marketing User
Contract Manager
Read Only

Custom Profiles
Sales Manager, CEO


Tab Settings & Permissions
What are tab settings?
Determines which tabs a user sees when they log in



what are Permissions?
- Determines what users can do to records to which they
have access

AW Computing Scenario - Custom Profile


Requirements:
As a result of our Business Process Review, AW Computing Sales Reps need the
correct permissions to perform their day to day functions
Create a custom profile for Sales Reps and modify tab and permission settings as
needed


Exercise - Customization
Tab visibility settings should be set as specified in the table below:


Standard Fields
What is a Standard Field?
Standard Fields are pre-defined in Salesforce
You cannot delete standard fields but you can remove non-required standard fields from a
page layout
Standard Field customizations include the ability to change standard field
labels and tabs


Custom Fields
What is a Custom Field?
Capture information unique to your business process by creating custom
fields with custom field help for each of the tabs that your organization
Recycle Bin for Deleted Custom Fields:


Exercise - Customization
Scenario:
XYZ Computing needs to track the region (either US or EMEA) of a
lead. This field needs to be seen at the account level once the lead is
converted. Create a custom field to achieve this objective
Please create a field to track the type of warranty a customer can
purchase. The warranty levels sold are: 1-year, 2-year, and 3-year.
XYZ Computing would also like to track the expiration date of the
purchased warranty

Dependent Picklists
What is a dependent picklist?
Dependent fields can help make your data more accurate and consistent by applying
Filters.
A dependent field works in conjunction with a controlling field to filter its values. The value
chosen in the controlling field affects the values available in the dependent field.


Dependent Picklists - Things To Know
Supported field types are as follows:
Field Type Controlling Field Dependent Field
Standard Picklist Yes No
Custom Picklist Yes Yes
Custom Multi-Select Picklist No Yes
Standard Checkbox Yes No
Custom Checkbox Yes No


Lookup Fields/Relationships
What is a Lookup Field?
A Lookup Field is a field that is populated by looking-up the correct
value in another object
The look-up creates a relationship between the field and the object that
contains the correct values - links the two objects together
The users click a button and a list of values from the look-up
object are displayed.

How does salesforce links two objects


Each object has an auto generated Primary Key named Record Id - a 15
digit alphanumeric code.

When you link two objects using lookup or master detail relationship field,
parent records record id gets stored in child record as foreign key.

E.g. of record id: 006 9000000AKbJL
object identifier record identifier
43

Custom Formula Fields

What is a Custom Formula Field?
Custom fields that can be used to build business-specific calculations using simple
wizards and an Excel-like formula language


Cross-Object Formula Fields
Flexible Calculations -
create formulas that
reference fields on parent
or grandparent objects (up
to 5 levels)

Page Layouts
What does a Page Layout control
How detail and edit pages are organized
Page section customizations
Which fields, related lists, and Custom Links a users sees
Field properties - visible, read-only and required



Customizable Related Lists


What is a Customizable Related List?
Choose which fields are visible in related lists


XYZ Computing Scenario - Customizable Related Lists

Requirements:
AW Computing has conducted business
requirements meetings as part of their
annual process evaluation. As a result of
the sessions they would like to customize the
contact related list on the account
page layout
Add the following fields:
Mobile phone number
Do not call









History Tracking
Track Changes to Standard & Custom Fields
Select up to 20 standard (for
selected objects) or custom
fields to track
View recent changes on the
History related list
View old and new values for
changed fields, in addition to date,
time, user and nature of the
change.
Multi-select picklist and large text
fields values are tracked as
edited; their old and new values
are not recorded.
History Reports available for
Standard and Custom Objects
that use this feature

XYZ Computing Scenario - History Tracking Accounts
& Contacts
For data quality reasons, XYZ Computing needs to track the changes
on the following fields:
Account Name
Account Owner
Billing Address

\
Record Types

What is a Record Type?
Allows you to define different sets of picklist values for both standard and custom
picklist fields.
Record Types help you implement your custom business processes

Why use Record Types?
To segment picklist values specific to business needs
Examples: segment by division, product line, or region
Easier administration - fewer fields to maintain





Field Level Security
What is Field-Level Security?
Defines users access to view and edit specific fields in the
application
Why use Field-Level Security?
Use Field-Level Security (rather than creating multiple page
layouts) to enforce data security
Users view data relevant to their job function
Troubleshooting Tools
Field accessibility views
Setup | Administration Setup | Security Controls | Field Accessibility

XYZ Computing Scenario - FLS
Requirements:
To ensure data integrity, each department should only view the data on an
opportunity record relevant to them

Payroll Sales Sales Rep
Profile
Operations Profile
Profile


FIELD LEVEL W H R W H R W H R
ACCESS
Credit Card # X X X


Exp. Month X X X
Exp. Year X X X
Legend Commission X X X
W:Read/Write
H: Hidden
P.O. # X X X
R: Read Only


XYZ Computing Scenario - Tying It All Together
Example 1
Login

Profile

Tabs

Record Type 1 Record Type 2

Page Layout


Field-Level Security

Permissions
Example 2
Login

Profile

Tabs

Bus. Process / Bus. Process /
Record Type 1 Record Type 2

Page Layout 1 Page Layout 2


Field-Level Security

Permissions

Login Hours & Login IP Ranges

What are Login Hours and Login IP Ranges?
Sets the hours when users with a particular profile can use the system
Sets the IP addresses from which users with a particular profile can log in

Two Options for Restricting Access via IP Ranges

Option 1: Add Trusted IP Ranges for your entire org
Option 2: Add Trusted IP Ranges on a Profile by Profile basis

Option 2 takes precedence over Option 1


Adding and Deleting Trusted IP Ranges
You can enter the Beginning and Ending IP Addresses here. Check with your IT
department or Support team to help locate IP Addresses.


Restricting Login IP Ranges on Profiles (Option 2)
You can set the IP addresses from which users with a particular profile can
log in. This means any login from an undesignated IP address is denied.











Setup | Manage Users | Profiles | Select a profile | Click New in the Login IP
Ranges
related list | Enter IP Ranges


Review - Customization
What does a profile control?
When are formula fields recalculated?
Where would you make a field required?
For which objects can you have business processes?
True or False: You can use a custom lookup field to create a relationship
between an opportunity and a contact.


Security and Access

Learning Objectives - Security and Access
At the end of this module, you will be able to
Create and maintain user records
Explain the three core building blocks of Security and Access:
Organization Wide Defaults
Role Hierarchy
Sharing
Create Account Teams
Create Sales Teams
Create Folders to organize and provide access to email templates, documents, reports
and dashboards


Creating Users


What is a User Record?
Key information about a user
Each has its own unique username
User logs in with username and password
Users can be active or inactive; an active user uses a license
Users are associated with a Profile
Users are usually associated with a Role



XYZ Computing Scenario - User Record

Requirements:
XYZ Computing needs to set up a new user:
Conner McCoy


Record Ownership
What is a Record Owner?
The user (or queue for Cases and Leads) who controls or has rights to that particular data
record
An Owner has the following special privileges:
View and edit capabilities
Transfer capability - change ownership
Deletion capabilities
Important assumption: Object permissions enabled


Organization Wide Defaults
What are Organization Wide Defaults?



Defines the baseline level of
access to data records for
all users in the Organization
(not including records
owned by the user or
inherited via role hierarchy)
Used to restrict access to
data
Organization Wide Defaults
What do access levels really mean?
No Searching
Private
No Reporting
Search records


Read/Write
Report on records
Add related records
Edit details of record


Change ownership of record
Delete record
Read Only


Read/Write/
Transfer
(Lead and
Cases)
77

Roles and Role Hierarchy
What is a Role?
Controls the level of visibility that users have to an organization's data
A user may be associated to one role
What is a Role Hierarchy?
Controls data visibility
Controls record roll up - forecasting and reporting
Users inherit the special privileges of data owned by or shared with users below
them in the hierarchy
Not necessarily the companys organization chart


Exercise - Assigning Users to Roles
Objective(s)
In this exercise, you
will assign users to
roles

Scenario
Now that you have
created the global
role hierarchy for
AW Computing,
assign each user to
a role using the
information

Sharing Rules


What is a Sharing Rule?
Automated rules that grant access to groups of users
Exceptions to Organization Wide Defaults
Irrelevant for Public Read/Write organizations
Levels of Access that can be granted
Read Only
Read/Write

Types of Sharing Rules
Based on record owner
Based on criteria
Public Groups
What is a Public Group?
A grouping of:
Users
Public Groups (nesting)
Roles
Roles and Subordinates
Mixture of any of these elements is used in Sharing Rules - for simplification (when more than a few
roles need to be shared to)


Manual Sharing
What is Manual Sharing?
Granting record access, one-off basis
Owner, anyone above owner in role hierarchy and administrator can manually
share records
Available on Contacts, Leads, Cases, Accounts and Opportunity records
Like sharing rules, irrelevant for Public Read/Write organizations

Folders
What are Folders?
Used for organizing email templates, documents, reports and dashboards
Access is defined - Read or Read/Write
Access is explicit - does NOT roll up through role hierarchy




Review - Security and Access

What determines a unique user record?
What do Organization Wide Defaults control?
What does the Role Hierarchy control?
How does a Profile differ from a Role?
Why are Sharing Rules used?
When would you choose to build a Public Group?
Who can manually share records?
Where are Folders used?
Why utilize Account Teams and Sales Teams?


Workflow
w

Learning Objectives - Workflow


At the end of this module, you will be able to
Define Workflow
List the Workflow Components
Define Time-Dependent Workflow
Set Up a Workflow Rule


What is Workflow?
Salesforce Workflow gives you the ability to:
Automate your internal procedures and processes by
Automatically creating and sending email alerts
Automatically creating and assigning tasks
Automatically updating field values to either specific values, or based on formulas
Automatically creating and sending outbound API messages
Automatically creating and executing time-dependent actions
Workflow can be used to
Assign follow-up tasks to a support rep when a case is updated
Send sales management an email alert when a sales rep qualifies a large deal
Trigger an outbound API message to an external HR system to initiate the
reimbursement process for an approved expense report.

Workflow Components

Workflow consists of the following components:
Workflow Rules - trigger criteria for performing various workflow actions
Workflow Tasks - action that assigns a task to a targeted user
Workflow Email Alerts - action that sends an email to targeted recipients
Workflow Field Updates - action that updates the value of a field automatically
Workflow Outbound Messages - action that sends a secure configurable API message
(in XML format) to a designated listener (not covered in this class)


Workflow Rules
What is a Workflow Rule?
Defined trigger criteria based on your business requirements
Evaluated when record is created, when created/updated, OR when
created/updated and did not previously meet trigger criteria
When trigger criteria is met workflow actions, such as email alerts, tasks, field
updates, or outbound messages are generated

Workflow Tasks
What is a Workflow Task?
When a Workflow Rule is met, a Task may be assigned to designated users to follow-up and
respond to the Business Conditions in the Workflow Rule
Workflow Tasks may be assigned to a user, role, record owner, record creator, sales team
role, or account team
Tracked in Activity History and can be reported on
Can be re-used
Tasks can be immediate or time-dependent


Workflow Alerts

What is a Workflow Alert?
Workflow Alerts are emails generated by a workflow rule whenever specific Business
Actions trigger the rule
Can send alerts to Users, Roles, Customer in a Contact Field, Email Field on Page
Layout - please see picklist for options
Not tracked in Activity History
Can be re-used
Alerts can be immediate or time-dependent


Workflow Field Updates
What is a Workflow Field Update?
Field updates allow you to automatically change the value of a field to a value you
specify
Depending on the type of field you can:
apply a specific value
make the value blank
calculate a value based on a formula you create
Field updates can be immediate or time-dependent


What is Time-Dependent Workflow?

Time-Dependent Workflow gives you the ability to
execute time-sensitive actions before or after any date on the record
perform a series of actions at various points in time
use the Workflow Queue to manage all pending actions
Use Time-Dependent workflow to
send an email reminder to an account team if a high-value opportunity is still
open ten days before the close date
notify the VP of sales if a high value opportunity close date is fast approaching and
it has not been closed
pro-actively notify support rep if an open case with Platinum Support SLA has not
been worked for a period of time and take action before the case escalates
Working with Time-Dependent workflow
Time Triggers
are time values relevant to the record and are used to initiate a time-
dependent action
Time-Dependent Actions
are any of the five workflow actions with an associated time-trigger
are queued whenever a rule is triggered
can be reused in additional workflow rules as long as the object is the
same
are removed from the workflow queue if the corresponding record no
longer meets rule trigger criteria.
are dynamically updated in the workflow queue if the corresponding
record field is updated.

Time-Based Workflow Queue
The Time-Based Workflow Queue gives the ability to monitor time-based workflow




Workflow Approvals

Learning Objectives - Workflow Approvals

At the end of this module, you will be able to
Describe Salesforce Workflow Approvals Process
Plan an Approval Process using the Approval Process Checklist
List the differences between the Jump Start Wizard and the Standard Approval
Process Wizard
Create an Approval Process
Test the Approval Process


What is Approval Processing?

An approval process is an automated Business Process that your
organization can use to approve records in Salesforce
An approval process specifies the:
Steps necessary for a record to be approved
Who must approve it at each step
The actions to take when a record is approved, rejected, or first submitted for approval


Automating your Business Processes
Plan - Review the Approval Process Checklist
Create an approval process
Add steps to the approval process
Specify initial submission actions
Specify final approval actions
Specify final rejection actions
First Approval Process:
Approval History Related List - Record Detail Page
Items to Approve Related List - Home Page
Custom Fields

Approval Process Checklist
Use the following checklist to plan your approval process:
Prepare an Approval Request Email
Determine the Approval Request Sender
Determine the Assigned Approver
Determine the Delegated Approver
Decide if your approval process needs a filter
Decide initial submission actions
Determine if users can edit records that are awaiting approval
Decide if records should be auto-approved or rejected
Determine how many levels your process has
Determine the actions when an approval request is approved or
rejected

Approval Processing Related Lists

Jump Start Wizard vs. Standard Wizard
The Jump Start wizard creates a one-step approval process for you
in just a few minutes









The Standard Wizard is useful for complex approval processes.

Approval Process - Steps


Other Capabilities - Email Approvals

Enabling Email Approvals

Manage Approval Processing








What if an Approver is
transferred or leaves your
organization?
Parallel Approval Routing

Send approval requests to
multiple approvers in a
single step
Wait for approval from all
the approvers or wait for
approval from any one
Configure an approval
step to request approval
from any combination of
multiple users and related
users





Data Validation

Learning Objectives - Data Validation


At the end of this module, you will be able to
Define Data Validation
List the Objects and Processes that enforce Data Validation Rules
List the Data Validation Rule design steps
Create Data Validation Rules
Discuss Details of Data Validation processing
Enforce Data Validation on Custom Fields by making fields required or preventing
duplicate values


What is Data Validation?
Salesforce data validation gives Administrators an easy way to ensure
the integrity of data BEFORE it is saved in Salesforce

Data Validation features include:
Building Data Validation Rules
Setting the Required and/or Unique Property on Custom Fields


Data Validation Rules
Data Validation Rules contain
A Boolean formula or expression that evaluates the data in one or more fields to
either True or False
A user defined error message that displays when the rule returns a value of True
Data Validation Rules execute when
A User Saves a Record
Before records are imported
Using the Force.com Data Loader and the Force.com API


Data Validation solves common Problems

Common Data Validation Problems

1 As Opportunities advance to later stages of the sales process, it is important to collect additional information.
Validation rules could be used to make fields conditionally required based on the Opportunity Stage.

2 When Sales Reps back date the Close Date of Opportunities before the current period, it can cause management
reporting to be inaccurate. Validation rules can be used to prevent Sales Reps from entering close dates prior to the
current period.
3
The VP of Sales needs a way to enforce his policy that discounts cannot exceed 20%. Validation rules can be
used to enforce this policy.
4
The VP of Services needs a way to enforce her policy that consultants cannot charge more than 60 hours per
week on timesheets. A validation rule can be used to ensure that the total number of hours recorded does not
exceed 60.








Data Validation Design Methodology

Step Description Example
1. State your business requirements in descriptive terms Sales Representatives should not be able to change
an Opportunity Close Date to a day in the past.

2 Break down the description into 1 or more simple The user should not be allowed to save if:
statements describing error conditions - Close Date is < Today


3. Express the error condition as a Boolean statement
using the formula language CloseDate < TODAY()


4. Compose an error message that corresponds to this Close Date cannot be a day in the past.
error condition

Scenario - Validation Rule Setup

Validation Rule Example
Rule: Make a field conditionally required based on the Opportunity Stage
Object: Opportunity
Error Condition Formula:
AND(
ISPICKVAL(StageName, "Closed Won"),
ISNULL(Project_Start_Date__c)
)
Error Message:
Project Start Date is required for Won Opportunities
Error Location: Project Start Date
Notes: When implementing conditional requiredness, use the ISNULL function with numeric & date
fields and use LEN(fieldname)=0 for text fields















Validation Rule Example
Rule: Require that an Opportunity has at least 1 opportunity product line in order to close it as Won

Object: Opportunity
Error Condition Formula:
AND(
ISPICKVAL(StageName, "Closed Won"),
NOT( HasOpportunityLineItem )
)
Error Message:
Opportunity must have lines to be closed
Error Location: Top of page
Notes: This uses the special Opportunity merge field HasOpportunityLineItem which returns true if the
Opportunity has at least 1 opportunity product.
Note that it is not possible to prevent the user from creating an opportunity without products.













Exercise - Data Validation

Objective(s)
In this exercise you will create a Data Validation Rule

Scenario
Create a validation rule where the Next Step Field on the Opportunity Record is
Required based on the Opportunity Stage
When the Opportunity Stage is Closed Won there must be a value in the Next Step
Field


Required Property Details

An "universally required" field is a custom field that must have a value
whenever a record is saved within Salesforce, the Force.com API, or
automated processes such as Web-to-Lead and Web-to-Case
Property is available for custom fields but not standard fields
Applied at the data model level, rather than at the individual page layout
level
In the application UI, required fields will appear with the Required style
(vertical red bar in new skin) as usual

Unique Property Details
A unique field is a custom field that does not allow duplicate values
whenever a record is saved within Salesforce, the Force.com API, or
automated processes such as Web-to-Lead and Web-to-Case
Property is available for custom fields but not standard fields (yet)
If you enable the Unique property for an existing field, saving the field
definition will attempt to create a unique index on the field. If existing data
violates the unique constraint, you will get an error and the unique property
will not be applied
For Text & Text Area custom fields, you can specify case sensitivity options
with the Unique property
Example: whether to treat "ABC" and "abc" as duplicate or distinct values

Required & Unique Properties - Setup

Review - Data Validation


When are Data Validation Rules enforced?
Data Validation Rules are executed for a field or for a record?
All fields Standard and Custom in Salesforce may be set as unique or
required using the Property feature (True/False)?


Data Utilities

Learning Objectives - Data Utilities


At the end of this module, you will be able to
Import new Account and Contact, Leads, Solutions and Custom Object data
Update existing data via import
Import new data and update existing data simultaneously
Request and download a weekly export
Define storage utilization


Data Migration Tools

Via Application
Import Wizards
Accounts
Contacts
Leads
Solutions
Custom Objects






Internet





AppExchange Web
Services API

AppExchange API
Appexchange Data Loader
Partner Tools
Custom-built Tools
Open Source Tools
.

Import Wizard, CSV File & Records
What is the Import Wizard?
An easy-to-use multi-step wizard for importing new Accounts,
Contacts, Leads, Custom Objects or Solutions
Can be used for Account, Contact, Lead, Custom Objects or Solutions
updates based on matching ID
Contact and Leads may be updated based on matching email
address
Custom Objects or Solutions may be updated based on Custom
Object names, Solutions titles, Salesforce ID or external ID
What is a CSV file?
File type required when using the Import Wizard
Values are separated by commas and each row indicates a record of
data



External ID
What is External ID?
Flag on any custom field of type Text, Number or Email
Available on all objects that support custom fields
Why is it important?
Increases Report and API SOQL performance
Allows customers to use the record ID from an external system like the salesforce ID in
Import and the API (new Upsert call)
Import supports External ID field that can be used to load and/or synchronize
data sourced in external systems
Customer System of Record master exists in SAP with an SAP customer number. The
External ID field may be used to maintain the SAP number
Migrating large amounts of data, the External ID field may be used to track migration data
and run data validation tests before going live


External ID
Customer System of
Record: Oracle Financials



Oracle Customer Number: 111111 Oracle
Customer Name: CNET Networks Oracle
Industry: Technology
Oracle Customer Number: 111111 Oracle
Customer Name: CNET Networks Oracle
Industry: Bio Technology
Oracle Customer Number: 111112
Oracle Customer Name: Acme
Oracle Customer Manufacturing
Oracle Customer Number: 111113
Oracle Customer Name: Acme LLC
Oracle Customer Manufacturing







Insert


Update


Insert



Insert
Salesforce.com




Account ID: 0013000000CrQGi
Account Name: CNET Networks
*Custom Oracle Customer Number Field: 111111
Industry: Technology
Account ID: 0013000000CrQGi
Account Name: CNET Networks
*Custom Oracle Customer Number Field: 111111
Industry: Bio Technology Account ID:
0013000000CrQHA
Account Name: Acme
*Custom Oracle Customer Number Field: 111112
Industry: Manufacturing
Account ID: 0013000000CrAA0
Account Name: Acme LLC
*Custom Oracle Customer Number Field: 111113
Industry: Manufacturing
.

Importing - Things to Know
External ID
Case INSENSITIVE
Three ID fields per object
Custom fields only

Import Wizard
Only imports data. Object and fields must be created first.
Only available for System Administrators
Must load parent objects first if lookup fields are included
Loading for multiple record types requires file chunking
Force.com Data Loader
Force.com Data Loader is an application for the bulk import or
export of data.
Use it to insert, update, delete, or extract, or upsert Salesforce
records.
Force.com Data Loader can move data into or out of any
salesforce.com object.

Force.com Data Loader - Features

An easy-to-use wizard interface
An alternate command line interface
A batch mode interface with database connectivity
Support for large files with up to millions of rows
Drag-and-drop field mapping
Support for all objects, including custom objects
Detailed success and error log files in CSV format
A built-in CSV file viewer
Platform independence, by virtue of being written in Java

Force.com Data Loader - Things to Know


Use the Data Loader when:
You need to load 50,000 or more records.
You need to load into an object that is not yet supported by web-
based importing.
You want to be able to save multiple mapping files for later use.
You want to export your data for backup purposes.
Use web-based importing when:
You are loading fewer than 50,000 records.
The object you need to import is supported by the web-based import
wizards.


API Demonstration
There are specific steps required to activate a new computer for API clients, for
example the Data Loader.











User attempts to login from an
unrecognized location


API Demonstration
You will receive a message with instructions for connecting to Salesforce via
the API.

API Demonstration













Navigate to Setup | My Personal Information | Reset Security Token

When you click the Reset Security Token button a new security token will be
sent to the email address associated with the account.


The email will contain instructions on how to activate the computer by selecting
and copying the security token.











Select and copy
the token

API Demonstration
Enter your password and paste the generated token immediately following your
password into the same field. Click Log in

Scenario - Export using the Data Loader


Recycle Bin
What is the Recycle Bin?
Houses deleted data for approximately 30 days
Data can be recovered during this time period Not
counted against storage limits


Organization Storage
Each Edition includes a minimum amount of data storage and file storage.
Professional, Enterprise, and Unlimited Editions receive additional storage on a per-user basis










File Storage = Attachments, Documents, Salesforce Content Objects
Data Storage = All other records


Review - Data Utilities


Who can import data for all users?
What objects may be imported or updated using the Import Wizard?
How does the Import Wizard perform matching when updating records?
When is it appropriate to use the Import wizard versus Data Loader?




Anayltics

Learning Objectives
At the end of this module, you will be able to
Run a standard report
Create a custom report
Search for custom reports
Explain the differences among Report Types
Explain Custom Report Types
Create charts to display report results
Use Advanced Filter criteria to narrow report results
Create Custom Summary Formulas
Choose settings for Conditional Highlighting
Discuss printing and exporting reports
Create a dashboard and add components to the dashboard

Standard Reports & Report Wizard

What is a Standard report?
Out-of-the-box reports, e.g., Account and Contact Reports
May be used as a starting point for Custom Reports
May not be deleted or removed (folder can be hidden)
What is the Report Wizard?
An easy-to-use, multi-step wizard used to create a custom report
Number of wizard steps depends on Report Type selected


Custom Report
What is a Custom report?
Created with your specific criteria
May be saved in the My Personal Custom Reports folder, the Unfiled Public Reports
folder or any other custom folder
May be edited or deleted
Can be searched for in Custom Report search


Tabular Report

What is a Tabular Report?
Provides a simple listing of your data without subtotals
Examples: Contact mailing list report


Summary Report
What is a Summary Report?
Provides a listing of data, like a Tabular Report, plus sorting and
subtotaling of data
Example: Report showing all opportunities for current FQ, grouped by
Stage

Matrix Report
What is a Matrix Report?
Summarizes data in a grid against horizontal and vertical criteria
Use this report type for comparing related totals
Similar to a pivot table in Excel
Example: Report showing all opportunities for your team for current FQ,
subtotaled by Stage and Owner

Printing and Exporting Report Results

Date Components
What are Date Components?
Used in Reports when selecting groupings
Date values which can be selected in Matrix and Summary reports when
grouping
Examples: Day, Calendar Week, Fiscal Quarter, Calendar Day in Month

Examples
Date Component Examples








Week





Month


Fiscal Quarter


Trend Reports and Charts
What are Trend Reports?
Report on opportunity history data by filtering on as of date
Only monthly as of dates - displays the report monthly within the
interval selected
Example: Interval = Current FQ will display 10/1/07, 11/1/07, 12/1/07
What are Charts?
Graphical representation of data of a single Summary or Matrix
Report
Types: Horizontal Bar, Vertical Bar, Line and Pie

Relative Dates


What are Relative Dates?
Used in Views and Reports for filtering
Dynamic date range, based on current date
Examples: This Week, Next Month, Last 90 Days


Custom Report Types
What are Custom Report Types?
Custom report types allow you to build a framework in the report
wizard from which users can create and customize reports.
You build custom report types off of the relationships (master-
detail and lookup) between objects so that you can:
Choose which standard and custom objects to display to users creating and customizing
reports
Define the relationships between objects displayed to users creating and customizing reports
Select which objects' fields can be used as columns in reports
Define custom report types to display results from an object with or
without its related objects
See which cases were closed with solutions, and which were not.



Conditional Highlighting & Summary Formulas

What is Conditional Highlighting?
Set thresholds for report analysis

What are Custom Summary
Formulas?
Calculations on summary fields


Reporting - Things to Know
Custom Summary Formulas
# of characters limited to 500 per formula
# of calculated values limited to 5 per report
Only apply calculations to summary rows (will not be applied to
rows on Show Details)
Conditional Highlighting
3 conditions maximum per report
Only apply to summary rows
Numerical analysis only
First condition is <; second condition <, third condition >=

Scheduling and Emailing Reports
Schedule and email
reports.
Specify a running user
Specify a frequency
Set start and end dates
The resulting email
contains:
Report information
Link to report
Data in HTML with links
back to Salesforce

Dashboards

What are Dashboards?
Visual representations of key
business information
Show information from multiple
reports
Made up of Components
Use Custom Reports as source
(Matrix and Summary)
Running User determines the level
of access to the Dashboard Data
Refresh can be Scheduled
Email a Dashboard


Review - Analytics
What are the differences among the three report types?
Can you delete a Standard report?
What is a Dashboard comprised of?
What is significance of the Running User?


Marketing
Administration

Learning Objectives - Marketing Administration


At the end of this module, you will be able to
Create a Campaign targeting both existing and new Leads
Utilize Integrated Campaign Builder
Build a Lead Queue, Assignment Rule, Web-to-Lead and corresponding Auto-
Response Rule
Convert Leads
Measure Campaign results


Campaigns & Campaign Members
What is a Campaign?
Specific marketing program or
marketing tactic
Builds awareness and
generates leads

What is a Campaign Member?
Lead or contact, who is
associated to the Campaign
Individual who has responded
to Campaign

Leads & Contacts


What is a Lead?
Prospect that you want to market to
Captures business card information
Individual who has expressed interest in your product or service
Assigned ownership either manually or via Assignment Rule

What is a Contact?
Individual who is associated to an Account


Business Object Relationships

Are
Generates Convert To
Analyzed
With


Converting Leads

Lead Conversion
Lead qualification depends on your business process
Lead information is mapped to the appropriate business object - Account, Contact or
Opportunity
Existing data check

ACME, Inc.

John Smith
ACME, Inc.
John Smith
QUALIFIED Lead
ACME, Inc. - 500 Units


XYZ Computing Scenario - Campaigns


End User - Marketing Manager
Create a campaign for existing leads to receive a free memory upgrade with purchase of a
laptop


Lead Queues & Assignment Rules
What is a Lead Queue?
Virtual storage bin used to group leads based on criteria (e.g., industry, campaign)
Users have visibility into the Lead Queues to which they are members
Leads remain in a Queue until they are assigned or accepted by users
What is a Lead Assignment Rule?
Determines how Leads are automatically routed to User or Queue
Contains Rule Entries, pre-defined business rules, that determine lead routing


Automating Leads
What is a Web-to-Lead?
An online form to capture lead information
Published on your web site
What is an Auto-Response Rule?
Determines which Email Template to send to leads generated via Web-to-Lead
Contains Rule Entries that determine criteria for determining Email Template.



Analyzing Campaign Effectiveness
Standard Reports
Campaign Call Down Report
Campaign Member Analysis Report
Campaign Leads
Campaign Contacts
Campaign Revenue Report
Lead Lifetime
Neglected Leads
Lead Status
Leads by Source


Call Center
Administration

Learning Objectives - Call Center Administration


At the end of this module, you will be able to
Define settings and rules for Case processing
Business hours
Escalation Rules


Cases
What is a Case?
A logged issue or problem
Similar Cases may be grouped using a Hierarchy
Cases are:
Manually entered from a phone call or an email
Automatically create Case from an email (Email-to-Case)
Automatically captured:
Web site (Web-to-Case)
Create a Case functionality in Outlook Edition
May be assigned either manually or
automatically via Assignment Rules
Associated to Contacts and Accounts
Account



Contact


Case


Case Hierarchies - Parent Case

Case Queues and Assignment Rules
What is a Case Queue?
A virtual storage bin that can be used to group cases based on criteria
such as skill requirements, product categories, customer types, or
service levels
Users have visibility into the Case Queues to which they are
members
Cases remain in the Queue until they are assigned to or taken by
individual users
What is a Case Assignment Rule?
Determines how Cases are automatically routed to User or Queue
Contains Rule Entries, pre-defined business rules, that determine
Case routing

Automating Cases
What is Web-to-Case?
A web form that is published to a web site
Customers use to submit inquiries online
What is Email-to-Case?
Automatically create a case when an email is sent to one of your
company's email addresses, such as support@awcomputing.com
What are Auto-Response Rules?
Determines which Email Template to send to cases generated via
Web-to-Case
Contains Rule Entries that determine criteria for determining Email
Template response content

Escalation Rules

What is an Escalation Rule?
Automatically escalates an unresolved Case within a
certain period of time (age over)
Based on pre-defined business criteria

Business Hours

What are Business Hours?
Set the organizations hours of operation
Escalation Rule uses to determine when to escalate a Case
Include business hours in multiple time zones.
Associate cases with specific time zones
Escalate cases according to specific time zones


Multiple Business Hours


Additional Call Center Features


Salesforce Console - configured for Service & Support personnel
Call Center Edition - integrates Salesforce with third-party computer-
telephony integration (CTI) systems
CTI adapter program installed on Salesforce users machine
Uses Salesforce Softphone
Call Center Reporting



Salesforce Console



Learning Objectives - Salesforce Console


At the end of this module, you will be able to
Define the Salesforce Console
Describe the components of the Console Tab
Setup the Salesforce Console
Navigate within the Salesforce Console


What is the Salesforce Console?

The Console is a tab that combines a list view and
related records into one screen with different frames so
that users have the information they need.
Using the Console tab, allows you to find, view, and edit
records such as cases, accounts, opportunities and
contacts with fewer clicks and without switching back
and forth between records.
As a System Administrator you create the Page Layouts
used in the Console Tab and assign those Layouts to
Profiles.



Console Set Up Steps:

Step 1 - Create console layouts to define what objects are
available to users in the console's list view frame
Step 2 - Choose the related objects to show in the mini view
Step 3 - Define mini page layouts to customize the fields and
related lists of the objects that display in the console's mini view
Step 4 - Assign Profiles to a console layout to provide users access
to specific objects in the console's list view
Step 5 - Add the Console tab to custom apps so that users can
access the console from specific apps

Step 1: Create Console Layouts

Step 2: Choose Related Objects for Console
Mini View

Step 3: Define Mini Page Layouts

Step 4: Assign Profiles

Step 5: Add the Console Tab

Extending Salesforce

Learning Objectives - Extending Salesforce

At the end of this module you will be able to:
Define Custom Objects and Tabs
Discuss sharing on Custom Objects
Define Standard Business Object Relation Type
Define Custom Object Relationship Type
Build a Custom Object
Define Roll-up Summary Fields
Create a Custom Tab
Create a Web Tab
Build Custom Apps

Custom Objects and Custom Tabs

What is a Custom Object?
Allow you to capture additional information based on your business requirements
Enables you to build custom applications
What is a Custom Tab?
Administrators and users with the "Customize Application" permission can create
custom tabs to display custom object data or other web content embedded in the
application


Custom Objects - Key Capabilities
Sharing on Custom Objects Now
you can create sharing rules and
one-off share records on custom
objects just like with standard
objects.
Field History Tracking on
Custom Objects Now audit
changes to any fields you specify
on custom objects.
Queues on Custom Objects
Create queues that are now
available for use with any custom
object, just like with cases and
leads.

Sharing on Custom Objects

Automatic Sharing Based on
Owner Easily create custom object
sharing rules to automatically share
records based on your
requirements.
Multiple Access Levels Granular
capabilities allow you to choose an
appropriate access level each time
you share - be restrictive or as
open as youd like to be.
Share Records on the Fly A record
owner or administrator can share
any individual custom object record
with anyone of their choosing.
Field History Tracking on Custom Objects
Point-and-Click Track Changes - like cases and leads, you can now
track field changes on all custom object records - you pick the fields.


Standard Business Object Relationship Type


What is a standard business object relationship type?
One to Many
A Single object is related to many other objects
Example: A Related List on any record represents the many side of a one to many
relationship
Example: The value of a lookup field on any record points to the one side of a one-to-
many relationship
Many to Many
Many records are related to many other records
Example: An Account Team


Custom Object Relationship Type
What is a Custom Object relationship type?
Master / Detail
Child automatically deleted when parent is deleted
Sharing inherited from parent Lookup field on child is always required
Reporting Implications: both parent and child fields available
Lookup
Child not automatically deleted when parent is deleted
No inherited sharing (specified separately at Org Wide Default level) 25
Lookup relationships allowed
Lookup field on child not necessarily required
Reporting Implications: only child fields available

IMPORTANT: A custom object cannot be the master of a standard

Many-to-Many Object Relationships

Each record of one object can be related to many records of the
other object
Junction objects allows many-to-many relationships.
Junction objects can now have Master/Detail relationships with
two objects.
Deleting either Master record will delete the Detail record

Web Tabs

What is a Web Tab?
Use web tabs to integrate external web resources or applications within Salesforcesfa
Web Tab Examples
Creating Web Tab to display your companys intranet
Linking to a corporate travel website
Linking to a web based expense tracking system
Linking to company web mail


Custom App
What is a custom app?
A logical grouping of tabs
Administrators can customize the standard applications provided by
salesforce.com or build their own on-demand applications by grouping
standard and custom tabs into new custom applications

Custom Apps - Things to Know

Custom app logos
Custom applications display the Customforce logo by default
For custom logos, any GIF or JPG file from the Documents tab can be
inserted if it is under 20kb in size
Specify a custom default landing tab when creating or editing a custom
app
Use the Default Landing Tab drop-down menu below the tab selection area
of the app creation wizard


The AppExchange

Learning Objectives - The AppExchange

At the end of this module you will be able to:
Describe the AppExchange
Describe features of managed packages
Describe things to know about AppExchange apps and components
Describe best practices
Install an App
Delete an App


Key Terms and Concepts

What is the AppExchange?
A Website Owned and Operated by salesforce.com
Enables Partners and Customers to Download & Install
Custom Apps
Components
Dashboards, Reports,
Documents, Profiles,
S-Controls
Public & Private Sharing
Free to Post and Download
Partners May Charge for Services


Installing an App

AppExchange Guides

Best Practices

Find a Business Process Owner to Own the App and Drive
Adoption
Do Due Diligence on Apps Before Installation
Customize Apps for your Org Before Deploying
Deploy to Pilot Users to Identify any Deficiencies
Announce the App and Business Justifications to your user
base
Prepare Training Materials for the App

Where to go for more information
Resources
http://success.salesforce.com
Best Practices
Community Events
www.appexchange.com
Browse, review, and test drive published applications
http://www.salesforce.com/developer/
Tech Notes
Developer Community




Thank You for Attending!