SFDC Admin Basics Study Guide

SFDC –ADM 201- Study Guide
Salesforce.com | Admin basics Study Guide
Salesforce.com ADM 201 Study Guide
1. The Fundamentals –Salesforce.com CRM overview

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1. The Fundamentals – Salesforce.com CRM Overview

2. The Fundamentals – Identity Confirmation
3. The Fundamentals – Navigation – User Interface Settings
4. The Fundamentals – Organization Administration
5. Customization – Profiles
6. Customization – Fields
7. Customization – Page Layouts
8. Security & Access: User Records & Roles
9. Security & Access – Sharing Rules
10. Workflow & Approval – Workflow
11. Workflow & Approval – Workflow Approval Processing
12. Data Concepts
13. Analytics – Reports
14. Analytics – Dashboards
15. Marketing Administration – Overview
16. Service & Support Administration – Cases
17. Service & Support Administration – Solutions & Self Service Portal
18. Custom Objects Applications & Tabs – Overview
19. Custom Objects Applications & Tabs – AppExchange
20. Miscellaneous – Activities
21. Miscellaneous – Advanced Configuration Options
22. Miscellaneous – Salesforce Console
The best place to start SFDC ADMIN is to have a look at the salesforce fundamentals. Time and again, salesforce admins need
to explain the basics of salesforce to executives, managers, etc. Having a solid grip on salesforce fundamentals is certainly an
asset for any salesforce admin!
I want to delve into the first fundamental topic which is salesforce CRM Overview. This is aligned with the salesforce admin
exam’s outline first portion. The following 3 topics form the core of this:
1. Describe the software-as-a-service (SaaS) model: This is a crucial topic to learn and understand as it applies to the
salesforce’s software model. SaaS model is a derivative of a cloud computing concept. Basically, software is being distributed
as a service for a prescribed subscription fee.
So remember the following key concepts regarding this model:
1. Software is delivered as Service

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- not as a product. Typically most software is delivered by buying a package, and running it on a compatible
hardware(which you may have to buy in some instances).
2. Monthly subscription fee is applicable – the software is paid for in most cases a monthly fee for each user.
3. Pay for as much as you want - If you want more features in the software you pay a little extra.
2. List and describe the different Salesforce applications: A salesforce application is basically a collection of tabs in the
simplest terms. Salesforce.com sells different applications for different domains, depending on what the client needs. At the
core of what they sell is a CRM system – a customer relationship management system. That helps a company manage
processes, people, and customers all in one place! This will need a separate blog post for me to explain in detail. However,
here is a list of different salesforce applications:
1. Sales: This is a CRM application for managing a sales process of an organization. Depending on how this gets customized,
different objects and tabs constitute a sales application.
2. Marketing: This application helps an organization automate marketing processes. This includes (not limited to), campaign
management, lead generation, search engine marketing(like Google Adwords), lead qualification, mass emailing, etc.
3. Call Centre: This application helps an organization manage the service and support processes related to the products or
services they sell. Typical call center environments include – Product and service support, entitlement management, customer
self service, HR call center, etc.
4. Ideas: This application is like a community of users who post, vote for, and comment on ideas submitted by the users. This
application includes discussions on a particular topic, and also features popularity ranking for a thread.
An easy acronym and mnemonic to remember this is : You need a SIM to make a Call … – Each letter/word in blue being
an application!
3. List and describe the standard objects: Getting a solid understanding of these objects is crucial to being an Admin hero! If
you can explain what these means to a 5th grader, you have understood them deep enough!
Following are the standard objects of salesforce:
 Users:
 Leads:
 Contacts:
 Accounts:
 Opportunities:
 Opportunity products:
 Products:
 Quotes:
 Price books:
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 Forecast:
 Activities:
 Reports:
 Dashboards:
 Cases:
 Solutions:
2. The Fundamentals – Identity Confirmation
1. Describe the Identity Confirmation feature

The Identity Confirmation is a combination of several features that authenticates Salesforce logins.
To begin with, this feature automatically checks each user’s login to verify whether any one of authentications criteria below
is present.
List of Authentication Criteria:
1. Is the organization using IP Login Restrictions on Profiles ?

2. Is the User logging in from an IP on the Trusted Network list ?
3. Have we seen this Activated User from this IP address before ?

 If Activated before the IP is added to the users personal list, the user is never required to activate from that IP again.
 Each user has a list of IPs from which they’ve activated from.
 Does the User have a cookie placed from Salesforce in this browser ?
 We set a cookie on any browser that doesn’t have a cookie once a User has logged in.
 If they log in from a Trusted Network IP a cookie will be set in the browser.
A ‘YES’ on any one of these is required to skip the activation process
A ‘NO’ on all of these will initiate the activation process
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Activation process:
1) The user will see an activation required web page which informs the user that they have been trying to log in from an
unrecognized computer
2) Upon clicking a button on that webpage, a link to activate that computer is sent to the users email address
3) Clicking on this link displays an activation successful page. This concludes the activation process and hence allows the
user to continue login through that computer.
2. Describe the differences between logging in through the UI versus the API
UI – User interface
Logging in through the user interface is simply logging in to salesforce using a web browser.
API – Applications Programming Interface – examples… explanation…
3. Explain the concept of Login Hours and Login IP ranges

Login Hours
Login hours are the hours when users with a particular profile can use the system. Login hours are configured on a per profile
basis. To set login hours for a certain profile follow these steps:
Setup | Manage Users | Profile | Select a profile | Edit |Save

Login IP ranges
The range of IP addresses through which a user with a particular profile can log in is set using the Login IP feature. Once the IP
address restrictions for a profile, has been set, any login from an IP address out of the specified range is denied.
The procedure to restrict IP login ranges depends on the version.
For enterprise and up:
Setup | Manage Users | Profile | Select a profile | Edit |Save

Professional and lower:
Setup | Security Controls | Session Settings | New

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4. Add and delete an IP range

Adding an IP range
Follow the instructions specified above.
To add an IP range follow the instructions above and you will land on the IP login range edit page:
Enter the start IP address and the end IP address. Click on save. Now that specific profile has been restricted to login only from
an IP from which lies within that IP range.
Deleting an IP range:
Follow the instructions as above. Once you select a profile scroll down to the Login IP Ranges section. Click on the ‘Del’ button
beside the IP range you wish to delete.
5. Describe the methods to allow access to the application

Following are the methods :
User Interface (UI): Web browsers
Application Programming Interface (API): 3rd party programs, websites, etc. The API is only available to Enterprise Edition and
up.
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Mobile application: (Blackberry, iPhone) Access is granted by creating a user with a set profile. This profile restricts access
hours and API access. Mobile access is licensed per user and assigned as such.
3. The Fundamentals – Navigation – User Interface Settings
1. Identify specific areas of the Salesforce Home Tab

The home page is the very first page that displays once logged into Salesforce. On the home tab, you can view your calendar
and tasks, select tab and sidebar options to access other information, search for information and view messages and custom
links
The list of components seen on the Home page are as follows:
Search
Allows you to search for records and tabs
Create New
This quick create component is a fast and easy way of creating a new record in any of the listed objects directly through the
homepage.
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Recent Items
This component shows a list of the most recently added records
Messages & Alerts

This section of the Home tab sidebar displays announcements. These are customized by the organization’s administrator. This
section is not available in Personal Edition.
Solution Search
Searches for solutions from Cases and Solutions tabs. Solution Search returns solutions that include all or any of your
keywords. For example, searching for data loader may return results with just data, just loader, or both keywords in any order.
Document Search
You can find specific documents using this feature.
Dashboard Snapshot
The administrator can create customized Home tab pages that display different dashboard snapshots. If the users homepage
consists of a dashboard snapshot, the user can modify the settings of that dashboard.
Calendar
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Tasks
2. Configure Search settings for your organization

To customize the search settings
Setup| Customize | Search

Note: Search settings are organization-wide
3. Customize the Tabs a user can access or select from Tab settings
To customize tab settings:
Setup | Manage Users | Select a profile

Scroll down to the tab settings and you will notice every tab available in Salesforce listed in two columns. Each tab can be
assigned either of the following three tab settings:
1. Default ON: Tab will show unless user turns it off
2. Detault OFF: Tab will not show unless user turns it on
3. Tab Hidden: Tab will not show and will not be listed under all tabs. However, the user can still
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access the information from that object type.
4. Locate, identify and explain the UI feature and administrator controls

The system administrator can customize the User Interface settings as follows
Setup| Customize | User Interface

Note: The User Interface settings are company-wide
The administrator controls the following list of features:
Enable Collapsible Sections: Allows you to condense page sections.

Show Quick Create: Adds quick create menu to sidebar. Fields vary depending on tab selected (contact shown below).
Enable Hover Details: When you drag your mouse over a link it will provide basic information.
Enable Related List Hover Links: Extends the above functionality to links in related lists.
Enable Inline Editing: This lets you edit a record without clicking the edit button before hand. You just doubled click on the
line you want to edit, and then click save. Very handy.
Enable Enhanced Lists: This will replace your default lists with an interface that will let you easily move column
headers. With both enhanced lists and inline editing editing enabled, you can make changes directly while in the list.
Enable Floating Report Headers (update: this option is now located under Reports & Dashboards –> User Interface
Settings): This will keep the headers of the report with the report as you scroll down multiple pages.
Enable Printable List Views: Enables a print friendly page from any list view.
Enable Collapsible Sidebar: Makes the sidebar collapsible by the user (the same area as the left page of the home page).
Show Custom Sidebar Components on All Pages: Makes any custom components added to the home page layout show all
the time. You can set “Show Custom Sidebar On All Pages” permission at the profile level to change this setting per-profile.
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Enable Home Page Hover Links for Events: Same functionality as above for Home Page Links.
Enable Drag-and-Drop Editing on Calendar Views: Lets you drag and drop calendar events to different dates/time without
editing the event itself.
Enable Hover Links for My Tasks list: Same hover functionality as above for Tasks.
4.The Fundamentals – Organization Administration
1. Information Included in the Company Profile
Company Information
Provides detailed information about the company using the Salesforce account. When your company signs up, the information
provided during signup is displayed on the Company Information page
View page at:
Setup | Company Profile | Company Information.
On this page you can:
 Click Edit to change your company’s information, including your organization’s Default Language setting.
 Click Currency Setup to set up the ability to use multiple currencies.
 Go to Checkout to buy additional user or feature licenses by clicking Buy More Licenses in the appropriate related list.
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Fiscal Year
On this page you can set one of two types of fiscal years: standard fiscal years or custom fiscal years.
Whether you use a standard fiscal year or a custom fiscal year, you can define individual fiscal years once for your entire
organization. These fiscal year definitions allow you to use these fiscal periods throughout Salesforce.com including in
reporting, opportunities, and forecasting.
Business Hours
You can specify the business hours at which your customer support team operates, including multiple business hours in
multiple time zones.
Setting business hours allows you to apply specific time zones and locations to:
 Cases
 Case escalation rules
 Case milestones in entitlement processes
Holidays
Holidays enable you to specify the dates and times at which your customer support team is unavailable. After you create a
holiday, you can associate it with business hours to suspend business hours and escalation rules during the dates and times
specified in the holiday.
My Domain
Using My Domain, your organization can select a custom Salesforce.com domain name that highlights your brand, or a
different term that represents your business. Using a custom domain name provides other important advantages, such as
increased security and better support for single sign-on. My Domain is also available for sandbox environments.
2. List the places where Currency is specified.
1. Currency Locale: The country or geographic region in which the organization is located. The setting affects the format of
currency amounts. For single currency organizations only.
Setup –> Company Profile –> Company Information
2. Managing Currencies: International organizations can use multiple currencies in opportunities, forecasts, reports, quotes,
and other currency fields. The administrator sets the “corporate currency,” which reflects the currency of the corporate
headquarters. The administrator also maintains the list of active currencies and their conversion rates relative to the
corporate currency. The active currencies represent the countries in which the organization does business. Only active
currencies can be used in currency amount fields.
3. Advanced Currency Management: Advanced currency management allows you to manage dated exchange rates within
opportunities using Salesforce.com. Dated exchange rates allow you to map a conversion rate to a specific date range.
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Note that Currency Settings are Organization-Wide!
3. Describe the effect of changing your company’s default Time Zone, Currency, Locale and Language
All of these settings are organization wide! Thus, altering these settings affect all users.
Currency: User’s default currency for quotas, forecasts, and reports. Changing the currency will simply replace the existing
currency symbol with that of the current.
Time Zone: A user’s individual Time Zone setting overrides the organization’s Default Time Zone setting. Login hours are
assessed using the organization’s Default Time Zone. Also, a change in the default time zone does not affect business hours.
Language: The primary language for the user. All text and online help is displayed in this language. Changing the default
language will display all text on the User Interface in the new language.
Locale: Country or geographic region in which user is located. Changing this setting effects how dates/ numbers may appear,
for example the date format in the US is mm/dd/yyyy where as in the UK setting is dd/mm/yyyy. Also, the order of first name
and last name would be affected (ex. John, Smith vs. Smith, John)
4. Describe the effect of enabling the Custom Fiscal Year Setting
Setup | Company Profile | Fiscal Year
Enabling custom fiscal years will affect your forecasts, reports, and quotas. Also,
 All quotas for that year will be lost.
 Forecasts, forecast history, and forecast overrides are lost.
 Fiscal period columns in Opportunity, Opportunity with product, or Opportunity with schedule reports will no longer be
accessible.
 Opportunity list views will also not include a fiscal period columns.
5. Create and manage letterheads and email templates
Letterheads:
Email templates consist of letterheads. Letterheads consist of graphics (logo etc) and text. HTML email templates can inherit
the logo, color, and text settings from a letterhead.
Manage Letterheads at:
Setup | Communication Templates | Letterheads

Email Templates:
You can create 4 different types of email templates:
1. Text – All users can create or change text email templates. See Creating Text Email Templates.
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2. HTML with letterhead – Administrators and users with the “Edit HTML Templates” permission can create HTML email
templates based on a letterhead. See
3. Custom HTML – Administrators and users with the “Edit HTML Templates” permission can create custom HTML email
templates without using a letterhead. You must either know HTML or obtain the HTML code to insert in your email template.
See Creating Custom HTML Email Templates.
4. Visualforce – Administrators and developers can create templates using Visualforce. Visualforce email templates allow for
advanced merging with a recipient’s data, where the content of a template can contain information from multiple records.
See Creating Visualforce Email Templates.
Manage Email Templates at:
Setup | Communication Templates | Email Templates
5. Customization – Profiles
Describe a Profile
Every user in Salesforce.com is assigned a Profile. A Profile contains the settings and
permissions that control what users with that profile can do within Salesforce.com, the
Partner Portal, and the Customer Portal.
The organizations profiles can be viewed and managed at:
Setup | Manage Users| Profiles.

There are standard profiles in every Salesforce.com organization. Group and Professional
Editions allow you to assign the standard profiles to your users, but not view or edit the
standard profiles or create custom profiles. Whereas, Enterprise, Unlimited, and Developer
Editions allow the use of standard profiles, or create, edit, and delete custom profiles.
Explain what a Profile controls
A profile primarily controls the following permissions:
 Which standard and custom apps the user can view: Depends on the user license.
 Which service providers the user can access
 Which tabs the user can view: Depending on user license and other factors, such as access to
Salesforce CRM Content
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 Which administrative and general permissions the user has for managing the organization and apps
within it
 Which object permissions the user is granted to create, read, edit, and delete records
 Which page layouts a user sees
 The field-level security access that the user has to view and edit specific fields
 Which record types are available to the user
 Which desktop clients users can access and related options
 The hours during which and IP addresses from which the user can log in
 Which Apex classes a user can execute
 Which Visualforce pages a user can access
List the Standard Profiles

Standard profiles as discussed earlier are already included in every Salesforce package.
However, not all settings can be configured for these profiles
List of Standard Profiles:
System Administrator: Can configure and customize the application. Has access to all
functionality that does not require an additional license.
Standard User: Can create and edit most major types of records, run reports, and view the
organization’s setup. Can view, but not manage, campaigns. Can create, but not review,
solutions.
Customer Portal User: Can only log in via a Customer Portal. Can view and edit data they
directly own or data owned by or shared with users below them in the Customer Portal
role hierarchy; and they can view and edit cases where they are listed in the Contact Name
field
Customer Portal Manager: Can only log in via a Customer Portal. Can view and edit data
they directly own or data owned by or shared with users below them in the Customer
Portal role hierarchy; and they can view and edit cases where they are listed in the Contact
Name field.
Solution Manager: Can review and publish solutions. Also has access to the same
functionality as the Standard User.
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Marketing User: Can manage campaigns, import leads, create letterheads, create HTML
email templates, manage public documents, and update campaign history via the import
wizards. Also has access to the same functionality as the Standard User.
Contract Manager: Can create, edit, activate, and approve contracts. This profile can also
delete contracts as long as they are not activated. Can edit personal quota and override
forecasts.
Read Only: Can view the organization’s setup, run and export reports, and view, but not
edit, other records.
Chatter Only User: Can only log in to Chatter. Can access all standard Chatter people,
profiles, groups, and files.
Evaluate when to create a Custom Profile
Standard profiles are NOT configurable, thus causing the need of creating Custom Profiles.
There are three sets of permissions that you can set in a profile, Administrative (Modify all
data, view and setup configuration, etc), General User (Manage cases, etc) and Object-
Level. A Custom Profile must be made when you feel the need to change the settings on
any of these permissions to better suit the access you want to grant to a user with that
profile.
6. Customization – Fields
Explain the differences between a Standard Field and a Custom Field

Standard fields are a part of the initial Salesforce.com package and are created by Salesforce. Standard Objects like Leads,
Accounts etc contain standard fields. For example Account Name, Parent Name, Billing Street are a few of the many standard
fields in the Accounts Object.
You can customize several aspects of standard fields, such as the values in picklists, the format for auto-number fields,
tracking field history, lookup filters on relationship fields, and field-level help.
On the other hand custom fields, like custom objects, are created by the Salesforce Administrator.
Custom fields and objects always have “__c” appended to the API name. Also, Custom related lists have “__r” appended to
the API name.
List the different types of Custom Fields
Before you begin to create a custom field, it is important to determine the type of custom field you want to create.
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Auto Number: Assigns a unique number to each record.
Checkbox: Allows users to check a box
Currency: Allows users to enter a currency amount.
Date: Allows users to enter a date or pick a date from a popup calendar.
Date/Time: Allows users to enter a date or pick a date from a popup calendar and enter a time of day.
Email: Allows users to enter an email address, which is validated to ensure proper format.
Formula: Allows users to automatically calculate values based on other values or fields such as merge fields.
Hierarchical Relationship: Creates a hierarchical lookup relationship between users.
Lookup Relationship: Creates a relationship between two records so you can associate them with each other. Lookup
relationship fields are not available in Personal Edition.
Master-Detail Relationship: Creates a relationship between records where the master record controls certain behaviors of the
detail record
Number: Allows users to enter any number.
Percent: Allows users to enter a percentage number, for example, ’10′.
Phone: Allows users to enter any phone number.
Picklist (Multi-select): Allows users to select more than one picklist value from a list you define.
Roll-Up Summary: Automatically displays the record count of related records or calculates the sum, minimum, or maximum
value of related records.
Text: Allows users to enter any combination of letters, numbers, or symbols. You can set a maximum length, up to 255
characters.
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Text Area: Allows users to enter up to 255 characters that display on separate lines similar to a Description field.
Text Area (Long): Allows users to enter up to 32,000 characters
URL: Allows users to enter up to 255 characters of any valid website address.
Set up a Custom Field

Custom fields can be created for objects, tasks, events and settings.
For standard objects, click Setup | Customize, select the appropriate object from the Customize menu, and click Fields.
For custom task and event fields, click Setup | Customize | Activities | Activity Custom Fields.
For custom objects, click Setup | Create | Objects, and select one of the custom objects in the list.
For custom settings, click Setup | Develop | Custom Settings, and click the name of the custom setting.
Map Custom Lead Fields
When you convert a qualified lead, the information from the standard lead fields is inserted into standard account, contact,
and opportunity fields. If your organization has custom lead fields, you can specify how you want that custom information
converted into custom account, contact, or opportunity fields.
To map custom lead fields:
1. Create a custom field on the lead

2. Add the custom field to an object that you want to transfer information to
3. Map the field! Setup | Customize | Lead | Fields | Click on Map Lead Fields
Keep in mind! Roll-up summary fields are not available for mapping lead fields of converted leads.
Re-label a Standard Object
Setup |Customize | Tab Names and Labels | Rename Tabs and Labels
Follow the sequence above and make the changes you wish. Its that Simple!
*Custom tabs can be renamed using the same sequence! Once on the Rename tabs and labels page, scroll down till you see
the Custom Tabs section.
List objects for which you can enable Fields History Tracking
Field History Trackng can be enabled for the following objects:
 Accounts
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 Cases
 Contacts
 Contracts
 Leads
 Opportunities
 Solutions
 Custom Objects
All entries include the date, time, nature of the change, and who made the change. Modifying any of these standard or
custom fields adds a new entry to the History related list.
History data is not counted against your organization’s storage limit.

Create and modify a Dependent Picklist
A dependent Picklist like its name suggests Depends on a controlling field. A Dependent Picklist is a custom or mutli-select
picklist for which the valid values depend on the value of another field, called the Controlling Field. Controlling Fields can be
any standard or custom picklist (with at least one and fewer than 300 values) or checkbox field on the same record.
Defining a Dependent Picklist differs for Standard Objects, Tasks, Events, Custom Objects and Custom Settings:
Standard objects, click Setup | Customize, select the appropriate object from the Customize menu, and click Fields.
Custom task and event fields, click Setup | Customize | Activities | Activity Custom Fields.
Custom objects, click Setup | Create | Objects, and select one of the custom objects in the list.
Custom settings, click Setup | Develop | Custom Settings, and click the name of the custom setting.
1. Click Field Dependencies.
2. Click New.
3. Choose a controlling field and dependent field.
4. Click Continue: Use the field dependency matrix to specify the dependent picklist values that are available when a user
selects each controlling field value.
The record type and the controlling field together determine what values are available in the dependent pickilst. For example,
a dependent value is only available if it is available in the selected record type as well as the selected controlling value.
Test your selections by clicking on Preview (Optional)
Create and modify a Lookup Field
Lookup Fields allow users to associate two records together in a relationship. For example, a contact record includes
an Account lookup field that represents the relationship between the contact and its associated organization.
The object that contains the lookup field is the source object, while the object the lookup points to is the target object.
There are two types of Lookup Fields available:

Standard Lookups
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By default, all lookups behave as standard lookups. When searching for records with a standard lookup, only the fields listed in
Lookup Search Fields are queried. Standard lookups return up to 50 records at a time in alphabetical order, and do not allow
for sorting, filtering, or customizable columns.
Enhanced Lookups
If enabled by your administrator,Account, Contact, User, and custom object lookups can behave as enhanced lookups.
Enhanced lookups update standard lookup fields with the following functionality:
To Create a Lookup Field :
Firstly, Enable the enhanced lookup functionality for the object you are working with. To do so follow:
Setup | Customize | Search | Search Settings
After enabling enhanced lookups
Click Setup | Customize | select Accounts, Contacts, or Users, and click Search Layouts. To access search layouts for custom objects,
click Setup | Create | Objects |Object to Modify, and then scroll down to the Search Layouts related list.
7. Customization – Page Layouts
Describe the elements within a Page Layout

Page Layouts control the layout and organization of the information seen by the user in Salesforce.com. Page Layouts can be
configured only for a record detail and edit pages.
Here’s what a Page Layout controls:
The layout and organization of detail and edit pages

Which fields, related lists, and custom links users see, on detail and edit pages only
Which standard and custom buttons display on detail pages and related lists
Determine whether fields are visible, read only, or required, on detail and edit pages only
In Professional (and above) editions, determine some aspects of mini page layouts, including record type and profile
associations, related lists, fields, and field access settings.
The visible fields and related lists of the mini page layout can be further customized, but the other items inherited from the
associated page layout cannot be changed on the mini page layout itself. Mini page layouts display selected fields and related
lists of records in the mini view of the console.
Create and modify a Page Layout
To access the page layout page for any object follow:
Setup | Customize | Select an Object | Page Layouts
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Click on the New button to create a page layout. This will prompt you to enter a name for the page layout. Clicking on the save
button will direct you to the Layout Editor. Salesforce.com provides a video tutorial for this Editor which I would strongly
suggest you check out before you begin creating your Page Layouts.
When defining page layouts for every object dont forget to click on the Page Layout Assignment button (as seen in the image).
This button controls which page layout users see by default.
Create, customize, and print a List view

When viewing a list on a list page you will notice a Create New View button on the top left (Can be seen in the image below).
By clicking on this button you can change the way that list shows up on your screen. You can create new list views to see a
specific set of records such as contacts, documents, or campaigns. For example, create a list view of accounts in your state,
leads with a specific Lead Source, or opportunities above a particular Amount.
To create a new view, click Create New View at the top of any list page or in the Views section of any tab home page. Fill in
the following:
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Enter View Name
Enter the name to appear in the View drop-down list.
Specify Filter Criteria
Filter by Owner, Filter by Campaign, Filter by Division, Filter by additional fields
Select Fields to Display

Restrict Visibility
You can print list views for the following kinds of records:
 Accounts
 Activities
 Campaigns
 Cases
 Contacts
 Contracts
 Custom objects
 Documents
 Leads
 Opportunities
 Price books
 Profiles
 Products
 Reports
 Solutions
To print a list view:
Navigate to a list view. As appropriate, click a column header to sort the contents of the list view.
Click the Printable View icon . A new browser window opens with the contents of the list view in a print-ready format.
Optionally, choose a value in the Number of Records drop-down list to filter how many records display. The maximum number
of records that can display at one time is 1,000. To show fewer records, refine your list view criteria. To print more than 1,000
records, run a report and then click the Printable View icon on the report.
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Click Print this Page in the upper right corner.

Describe how to use Record Types
Since you may have different business processes, you can define record types for different business situations. A record type
allows you to define different sets of picklist values for both standard and custom picklists on accounts, contacts,
opportunities, campaigns, leads, activities, cases, and solutions. Use record types to create different picklist value subsets for
a given field. Then make record types available to users by adding them to the appropriate user profiles.
For example, if you have two sales divisions, hardware and consulting, and only your consulting division receives leads
through seminars, you can choose to display the Seminar contact lead source for the consulting division only.
A user profile can be associated with one or more record types. For example, a user who creates marketing campaigns for
both hardware and consulting divisions can have both Hardware and Consulting record types available when creating a new
campaign record. Record types are never added to profiles automatically; you must assign record types to profiles when
creating the record type or via the profile.
Create and modify a Record Type

Users with the ìCustomize Salesforce.comî permission can create record types for accounts, contacts, opportunities,
campaigns, leads, tasks, events, cases, and solutions. Before you begin, decide how you would like to categorize the picklist
values within each tab.
Click Setup | Customize and choose the appropriate tab link.

Click the Record Types link.
Click New.
Select an existing record type if you would like the new record type to adopt the picklist values included in the existing record
type.
Enter a name and description for the new record type.
If you are creating a record type for opportunities, leads, cases, or solutions, select a business process.
Check Active to activate the new record type.
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Check the Enable for Profile column for any profiles that should have access to the record type. Also, check the Make Default
column to make the new record type the default for any enabled profile.
Click Next.
Select a page layout to use when displaying records of this record type.
The program displays all of the custom and standard picklists available for the selected tab. The name of the new record type
is listed in the title of this page, indicating that any changes you make to picklist values will only apply to the selected record
type.
Click Edit next to any picklist to customize the values included in the new record type.
Choose a value from the Available Values list and add it to the Selected Values list to include that value in the selected record
type. Users will be able to choose from the list of selected values when creating and editing records of this record type.
Select a default value for the picklist in this record type
List the objects that require a business process

Opportunity
Lead
Case
Solution
Explain how Field-Level Security affects page layouts and visibility
Page layouts and Field-Level Security both require you to set permissions for visibility. However, out of the two, whichever has
the more “restrictive” permission is the one that takes precedence over the other. Consider the following examples:
Field-Level Security Setting Page Layout Setting Outcome

Listed Normally Read Only Read Only
Read Only Edit Read Only
Set up Field-Level Security
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There are two ways you can setup Field-Level Security:
1.To set Field Accessibility Restrictions:

Setup | Security Controls | Field Accessibilities: This will allow you to view by fields, profiles, or record types.
2.To set profile-based security:
Setup | Manage Users | Profiles. This will allow you to configure field-level security per profile.
8. Security & Access: User Records & Roles
List the information captured on the User Record
A User Record is a file containing details and other information of a user. A user is allowed to edit most of the information in
his/her own User Record. To view a user’s record:
Setup | Manage Users | Users | Click on the user you wish to view
The User Record page is sectioned into 8 main categories listed below:
1. User Detail: Personal Information including name, email, address, time zone, profile, etc.
2. Personal Groups: Personal groups that the user is a part of
3. Public Group Membership: Public groups that the user is a part of
4. Queue Membership: Queues the user is a member of
5. Managers in the Role Hierarchy: Shows all of the users above the user in the hierarchy
6. Remote Access: Each remote access application that the user has been granted access to
7. Managed Packages: Licenses assigned to the user
8. Login History: Track of user’s login including login time, IP address, Login type etc.
Create and maintain User Records

Creating a new user record is very simple! Follow the steps below:
Setup | Manage Users | Users |New User

Once you click on the New User button you will land on the New User page. Here you need to fill in the fields relating to the
user in the following categories: General Information, Mailing Address, Single Sign On information, Locale settings, Approver
Settings and Newsletter Settings.
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As an administrator you can add, delete and edit user records. Find the user who’s record you wish to edit in the Users list and
click on the Edit button to make any changes.
Explain the Record Owner concept

A user can become a record owner by either creating a new record or by acquiring record ownership via transfer from a
previous record owner. For every record there is one and only one record owner. An inactive user still has ownership of its
records but cannot be assigned new records.
Once the record owner creates a record, the visibility of that record depends on the role of the record owner. All roles above
in hierarchy can view whereas all below cannot unless given permission to.
If the record owner wishes to transfer ownership to another user then they can do so by Changing Ownership. However,
before you transfer, you need to make sure the new owner has at least the “Read” permission on the object.
Describe the elements of the Sharing model

By default, Salesforce.com uses hierarchies, like the role or territory hierarchy, to automatically grant access of records to
users above the record owner in the hierarchy.
However, Administrators can use organization-wide sharing settings to define the default sharing model for an
organization. Organization-wide sharing settings specify the default level of access to records and can be set separately for
accounts (including assets and contracts), activities, contacts, campaigns, cases, leads, opportunities, calendars, price books,
and custom objects. For most objects, organization-wide sharing settings can be set to Private, Public Read Only, or Public
Read/Write.
In environments where the sharing model for an object is set to Private or Public Read Only, an administrator can grant users
additional access to records by setting up a role hierarchy or defining sharing rules.
In environments where the sharing model for an object has been set to Private or Public Read Only, an administrator can grant
users additional access to records by setting up a role hierarchy and defining sharing rules. Role hierarchies and sharing rules
can only be used to grant additional access—they cannot be used to restrict access to records beyond what was originally
specified with the sharing model through organization-wide defaults. For more information on setting up your sharing model,
the default organization-wide sharing settings, and using sharing rules, see Managing the Sharing Settings.
To setup Organization-Wide Defaults follow:

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1. Setup | Security Controls | Sharing Settings.

2. Click Edit in the Organization-Wide Defaults area.
3. For each object, select the default access you want. The types of access you can set are as follows:
 Controlled by Parent
 Private
 Public Read Only
 Public Read/Write
 Public Read/Write/Transfer
 Public Full Access (campaigns only)
To disable automatic access using your hierarchies, deselect Grant Access Using Hierarchiesfor any custom object. Note: Not
allowed for standard objects.
Explain how access is granted through the Role Hierarchy

The most important fact to know about Role Hierarchy and Access is that if there is a conflict between the role hierarchy and
the organization-wide defaults, the role hierarchy takes precedence.
The role hierarchy determines which roles have access to the data owned by other roles. The person in the top role has full
access (view and edit) to his or her own data as well as the data of anyone lower in the hierarchy. Two common ways to set up
a role hierarchy are by region or by product.
Consider the following Role Hierarchy as an example:
PRESIDENT
US Sales Director Canada Sales Director
US Sales Rep1 US Sales Rep 2 Canada Sales Rep 1 Canada Sales Rep 2
Here data access works like this:
 The President has complete access (view, edit, and report) to all data in the organization.
 The US and Canada Sales Directors have access (view and edit) to their data and to the data of the sales reps below them.
However, they do not have access to each others’ data.
 The users at the lowest level have access (view, edit, and report) only to their own data.
Describe the use of Roles
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The prime use of roles is in the creation of the Role Hierarchy (discussed in the previous blog). Roles are a principal element in
sharing rules. Each title does not require a role however; users should be grouped into roles based upon their need for access
to data (i.e. how they fit into the role hierarchy).
Roles are accessed throughout the application, and are particularly important for reporting. For instance, if you have two
groups “Outside Sales” and “Inside Sales” you can run comparative reports to both roles.
Assign Users to Roles

There are two methods to assign Users to Roles, 1) through the Users page or 2) through the Roles page. Both are very simple
methods.
I will explain the Users page method below.
Setup | Manage Users | Users | User Name

Select the user you wish to assign to a role. Click on the Edit button to arrive at this page:
Insert Image
Choose a Role from the drop down list provided and click Save.
And you are Done!
Mass-transfer records from one user to another

The Mass Transfer tool can be used to transfer multiple accounts, leads, service contracts, and custom objects from one user to
another
Setup | Data Management | Mass Transfer Records
Choose the type of record (object) you wish to transfer from. This list depends on the objects that are available in your
Salesforce.com:
 Page 28 of 76
As an example I chose the Mass Transfer Account options and the following page pops up. Enter the old user, new user
information, and set the filter criteria for records to transfer. And your Mass Transfer is complete!
9. Security & Access – Sharing Rules

by Ameena on November 22, 2010
List the objects that may have Sharing Rules
Sharing Rules allow you to selectively give defined sets of users access to records based on record ownership. You can define
up to 100 owner-based sharing rules for each object.
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Sharing rules allow you to make automatic exceptions to your organization-wide default for defined sets of users. For
example, use sharing rules to extend sharing access to users in public groups, roles, or territories. Sharing rules can never be
stricter than your organization-wide default settings. They simply allow greater access for particular users.
You can create sharing rules for the following objects:
 Account sharing rules—Based on who owns the account, set default sharing access for accounts and their associated
cases, contracts, opportunities, and, optionally, contacts.
 Account territory sharing rules—Based on territory assignment, set default sharing access for accounts and their
associated cases, contacts, contracts, and opportunities.
 Campaign sharing rules—Based on who owns the campaign, set default sharing access for individual campaign records.
 Case sharing rules—Based on who owns the case, set default sharing access for individual cases and associated accounts.
 Contact sharing rules—Based on who owns the contact, set default sharing access for individual contacts and associated
accounts.
 Custom object sharing rules—Based on who owns the custom object, set default sharing access for individual custom
object records.
 Lead sharing rules—Based on who owns the lead, set default sharing access for individual leads.
 Opportunity sharing rules—Based on who owns the opportunity, set default sharing access for individual opportunities
and their associated accounts.
Sharing rules can be established between
 Public Groups
 Queues
 Roles
 Roles and Subordinates
Build Sharing Rules

To create a sharing rule:
1. If you plan to share data with public groups, confirm that the appropriate public groups have been created.
2. Click Setup | Security Controls | Sharing Settings.
3. Click New in the appropriate related list under Sharing Rules.
4. In the Owned by members of line: select a category from the first drop-down list and a data set from the second.
5. In the Share with line, select the set of users who should have access to that data: select a category from the first drop-
down list and a data set from the second.
6. Select the access setting for the users.
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 Read
 Read/Write Full Access (For campaigns only): Any user in the selected group, role or territory (if territory management is
enabled) can view, edit, transfer, delete, and share the record, just like the record’s owner. With a Full Access sharing
rule, users can also view, edit, delete, and close activities associated with the record if the organization-wide
Share records manually

The sharing button will only appear when a record with the Sharing Model for the object is either Private or Read Only. In my
developer test account, no objects by default qualified.
Click on the record, click Sharing. Select the users/groups and their access level to grant. Records are shared as such
individually.
Describe the use cases of Public Groups and where to use them
Groups are sets of users. They can contain individual users, other groups, the users in a particular role or territory, or the users
in a particular role or territory plus all of the users below that role or territory in the hierarchy.
Only administrators can create public groups. They can be used by everyone in the organization. Following are a few of the
uses of public groups.
 To set up default sharing access via a sharing rule

 To share your records with other users
 To specify that you want to synchronize contacts owned by others users
 To add multiple users to a Salesforce CRM Content workspace
 To assign users to specific actions in Salesforce Knowledge
Note: You can have public groups that are members of other public groups, but the permission sharing is reciprocal. If Group A
is a member of Group B, all members of Group A have all the permissions granted to Group B, and all members of Group B
have all the permissions granted to Group A.
Compare and contrast Sales with Account teams

The only common element between the Sales and Account teams is the set of available team member roles. However, the
tasks carried out by both teams are completely different. Sales teams work together on opportunities, while account teams
work together on accounts.
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A sales team is a set of users that normally work together on sales opportunities. A typical sales team might include the
account manager, the sales representative, and a pre-sales consultant.
You can set the sales team for each opportunity that you own. You can add sales team members and select which role each of
them will play on the opportunity (for example., “Executive Sponsor”). Most importantly, you can specify the level of access
that each team member has to your opportunity. Some team members may need read/write access and others may just need
read-only access.
Additionally, if opportunity splitting is enabled, you can split credit for an opportunity among multiple members of the sales
team.
An account team is a team of users that work together on an account. For example, your account team may include an
executive sponsor, dedicated support representative, and project manager.
You can build an account team on each account that you own. When selecting an account team member, choose a role to
indicate the role the person plays on the account. Also, depending on your sharing model, you can specify the level of access
each account team member will have to the account and any contacts, opportunities, or cases associated with that account.
So, you can give some team members read-only access and others read/write access.
You can also set up a default account team. Your default account team should include the users that you normally work with
on your accounts. You have the option of automatically adding your default account team to all of your accounts.
List the places to use Folders

You can create folders for Documents, Reports, Email Templates, Dashboards. These folders can be accessed through the tab
for each object.
A folder is a place where you can store reports, dashboards, documents, or email templates. Folders can be public, hidden, or
shared, and can be set to read-only or read/write. You control who has access to its contents based on roles, permissions,
public groups, and license types. You can make a folder available to your entire organization, or make it private so that only
the owner has access.
Describe how Folder access differs from Record access
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Folders are organized groupings of records.There are three different types of report folders: public, hidden, and shared
folders. For a public folders either of the following visibility settings can be used: This folder is accessible by all users, including
portal users. This folder is accessible by all users, except for portal users.
However, there are various different permissions required for the user to access hidden and shared folders.
Create Folders to organize and provide access to data

To create a new folder, click Create New Folder from any page that lists folders.
Visit the home page of either of the Documents, Reports, Email Templates, Dashboards tabs and you will find a Folders section
close to the top. Check out the example below (Reports Tab):
Click on the Create New Folder button and fill out the following required information and click save:
Report Label Name
Folder Unique Name
Public Folder Access
Click on the reports you wish to add to the folder
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Select visibility settings
Available to share with settings
10. Workflow & Approval – Workflow
Explain how Salesforce implements Workflow and when to use Salesforce Workflow
Configuring Workflow is the easiest way of automating an organizations standard and most basic processes.
There are two key terms you need to understand well in order to understand Workflow.
1. Workflow Rule: A workflow rule is executed by Salesforce.com when a pre-defined criteria has been matched. A workflow
rule has the 3 following components:
1. Criteria that determine when Salesforce.com executes the workflow rule. Any change that causes a record to match this
criteria can trigger the workflow rule. The criteria that can trigger a workflow can be any one of these forms:
 When a record is created, or when a record is edited and now meets the rule criteria
 ONLY when a record is created
 Every time a record is created or edited (will not work with time-based workflow actions)
2. Immediate actions
to take when the workflow rule executes. For example, Salesforce.com can automatically send an email
3. Time-dependent actions that Salesforce.com queues when the workflow rule executes.
2. Workflow Action: Once a criteria has been met, the workflow rule triggers a workflow action. An action can be in the form
of:
 Email Alerts—Sends emails to one or more recipients.

 Tasks—Assign a new task to a user, role, or record owner.
 Field Updates—Updates the value of a field on a record.
 Outbound Messages—Send an API message (in XML format) to a designated listener.
List and describe use cases for the four Workflow Actions
As discussed above there are four types of workflow actions that can be executed upon a trigger, i.e., Email, Tasks, Field
Updates and Outbound Messages. Below is a list for each one of these actions along with an example.
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1. Email Alert. Example: automatically send sales management an email alert when a sales representative qualifies a large
deal.
1. Tasks: Assign a new task to a user, role, or record owner. Example: automatically assign follow-up tasks to a support
representative one week after a case is updated.
2. Field Updates: Updates the value of a field on a record. Example: automatically change the Owner field on a contract
three days before it expires.
3. Outbound Messages: Send an API message (in XML format) to a designated listener. Example:automatically initiate the
reimbursement process for an approved expense report by triggering an outbound API message to an external HR system.
Explain the capabilities and settings of a Workflow Rule

The function of a workflow rule is very simple, when a criteria is met a workflow rule is triggered which in turn executes an
action. These rules can be triggered one or multiple number of times. Each workflow rule applies to a single object, such as
leads, accounts, or opportunities. The maximum number of workflow rules allowed on an object depends on the
Salesforce.com edition.
Workflow capabilities differ for standard and custom objects. For standard objects, workflow rules can only perform field
updates on the object related to the rule. However, for custom objects you can create workflow actions where a change to a
detail record updates a field on the related master record. Saving and creating records can trigger more than one rule. All
rules are processed in the following order.
1. Validation rules
2. Assignment rules
3. Auto-response rules
4. Workflow rules (with immediate actions)
5. Escalation rules
Describe the differences between immediate and time-dependent Workflow actions

There are only two kinds of workflow actions which are immediate and time-based. The differences between the two are
described in the table below.
Immediate Actions Time-Dependant Actions
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Immediate workflow actions execute theinstant the Time dependent workflow actions are attached
workflow rule criteria is met. to Time triggers. A time trigger is simply an interval of
Click Add Workflow Action in the Immediate time (10 hours | 10 days)
Workflow Actions section to add an immediate Add Workflow Action next to a time trigger to add
workflow actions time-dependent workflow actions
Time triggers do not support minutes or seconds
There is a limit on the number of time triggers an

organization can execute per hour.
Developer:50,Enterprise:500, Unlimited:1000
Set up a Workflow Rule and associated actions

Workflow rules can be managed at the Workflow Rules List page which can be accessed as follows:
Setup | Create | Workflow & Approvals | Workflow Rules

1. Click on new | edit to create or edit a workflow rule.
2. Choose a custom or standard object to which you want this workflow rule to apply
3. Enter rule name and description – Example:
4. Choose evaluation Criteria – Example: Only when a record is created
5. Enter Rule Criteria and filter information – Example: Set rule criteria to “criteria are met” and set the filter to
“Opportunity: Amount greater than 1000”
- Advance options will allow you to add 25 filters
- In “formula evaluates” choose “true”. In this case the rule is triggered whenever the formula returns “true”
Actions
It is recommended that you watch the following video to get a quick visual representation of the explanation above:
https://na1.salesforce.com/workflow/tutorial/creatingworkflowrule.htm
11. Workflow & Approval – Workflow Approval

Processing
 Page 36 of 76
Define the basics of the Workflow Approval Process

An approval process is theautomated process which your organization can use to approve
records in Salesforce! It specifies the steps necessary for a record to be approved and who
must approve it at each step. An approval process also specifies the actions to take when a
record is approved, rejected, recalled, or first submitted for approval.
Here are some key terms you need to familiarize yourself with:
Approval Request
An approval request is an email notifying the recipient that a record was submitted for
approval and his or her approval is requested.
Approval Steps
Approval steps assign approval requests to various users. They also define the chain of
approvalfor a particular approval process. Each step specifies the following:
1. The attributes a record must have in order to advance to that approval step,
2. The user who can approve requests for those records,
3. Whether to allow the approver’s delegate the ability to approve the requests.
The first step in a process specifies the action to take if a record does not qualify to
advance to that step. You can also specify what happens if an approver rejects the request.
Assigned Approver
The assigned approver is the user responsible for approving an approval request.
Delegated Approver
A delegated approver is a user appointed by an assigned approver as an alternate for
approval requests. Delegated approvers can’t reassign approval requests; they can only
approve or reject approval requests.
Email Approval Response

The email approval response feature gives users the ability to approve or reject email
approval requests by replying to the email.
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Compare and contrast the Approval Processes versus Workflow

The key differences between approval processes and workflow rules are listed in the table
below:
Approval Process Workflow Rule

Manual (triggered by clicking the “Submit for Automatic (activated when a record is saved)
Approval” button.)
Multiple steps (Depending on approved or Consists of single step and action
rejected)
User contact required User contact not required
Not everything can be modified Processes must Can be modified or deleted.
be deactivated before approvals can be deleted.
Record is locked while in process Record is not locked
12. Data Concepts
Describe the function of an External ID
External IDs are used while importing data into Salesforce.com to prevent duplicate records. Import operations on custom
objects, solutions or person accounts can create duplicate records – External IDs prevent that.
An external ID is a custom field that has been assigned the “External ID” attribute. This means that it contains unique record
identifiers from a system outside of Salesforce.com. When this option is selected the Salesforce.com import wizard will detect
existing records that have the same External ID. The match against this field can be carried out during import or integration,
or when using the upsert call (update + insert).
This operation is not case-sensitive – for example, “ABC” will be matched with “abc”. However, there is an exception: if the
custom field has the separate “Unique” attribute and the case-sensitive option for that attribute is selected, then uppercase
and lowercase letters will not be considered identical.
Salesforce CRM allows upto three custom fields on an object in the form of an external ID field. The field type must be
a text, number, or email field. Also, Each object can have a maximum of 3 external ID fields.
List and describe the different tools and use cases for data migration
Salesforce.com allows data transfer through import and export of data. Data migration can be done using a combination of
any of the following:
A. Data import wizards- The import wizards are simple tools that assist in data import.
There are 3 ways to access these wizards depending on the type of data you wish to import
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1. Records You Own: Through here you can import your Accounts & Contacts. Locate this wizard at Setup | Import:
Import My Accounts & Contacts is limited to records that you own, and is limited to a maximum of 500 records. This wizard is
designed specifically for users to upload their own records. Can accept records exported from Outlook, Act, or any other CSV
file
2. Your Organizations Records: Through here you can import data from the Accounts, Contacts, Person Accounts, Leads,
Solutions and Custom Objects. Locate this wizard at Setup | Data Management:
The various import wizards under administrative setup require administrative privileges and can import up to 50,000
records. These wizards can be used to update data without the record ID.
3. Campaign Members: To import campaign data. To locate this wizard view a campaign and click manage members.
B. Data loader – The Data Loader is basically a client application made for bulk import or export of data. Its main uses are to
insert, update, delete, or export Salesforce.com records. The data loader can be used directly through its user interface.
To install the data loader follow Setup | Data Management | Data loader
The data load is the least user-friendly of the group. It requires the salesforce record ID for each transaction (excluding
additions).
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When importing data, the Data Loader reads, extracts, and loads data from comma separated values (CSV) files or from a
database connection. When exporting data, it outputs CSV files.
C. External Application Sync – Automatic synchronization of data from external email applications like Microsoft Outlook and
Lotus Notes to Salesforce.com is available. Automatic sync can be controlled if user wishes to carry out manual sync.
Microsoft Office connector – Integrates Microsoft office with Salesforce.com Connect for Office includes an Excel add-in. The
Excel add-in securely delivers your Salesforce.com reports into Excel in rea time with a simple interface. You create the reports
you need inSalesforce.com, then pull them into an Excel worksheet, Customized excel sheets can be distributed through the
documents tab.
Update existing data via import
To update the existing data you have to entirely replace the ‘old’ data with the ‘new’ data. This will ensure that the previous
data has been updated with new data without any duplicate records. Most of the data import wizards flash a prompt at the
beginning of the data migration process. Like this:
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So in order to update your data you would have to click on ‘Yes’

When performing a data import using the Accounts & Contacts data wizard you will be prompted by a check box to overwrite
account info. Clicking on this box will carry out the overwriting action.
Define when to use the Data Loader

The web-based import wizards (through the setup menu) and the data loader might seem to do the same work. However,
they do it differently which in some cases one of them will work better for you data migration needs over the other. Read the
table below to find out more about when to use a data loader over the web-based importing wizard.
Use Data Loader when Use Web-Based Importing when
 You need to load 50,000 to 5,000,000 records. If you  You are loading less than 50,000 records.
need to load more than 5,000,000 records, we  The object you need to import is supported by the
recommend you work with a Salesforce.compartner. web-based import wizards.
 You need to load into an object that is not yet  You want to prevent duplicates by uploading records
supported by web-based importing. according to account name and site, contact email
 You want to schedule regular data loads, such as address, or lead email address.
nightly imports.
 You want to export your data for backup purposes.
List the functions of the Data Loader

 Insert
 Update
 Upsert
 Delete
 Export
Mass Update Records
Through Data Import Wizards: As mentioned previously in this blog, data can be updated using the Data Import Wizards.
These wizards are capable of updating small to large (mass) number of records at once.
Through web interface: You can mass update records, transfer accounts, delete records (standard objects), reassign teams,
and update addresses.
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Define Data Validation

Is simply a process of passing data through validation rules. Validation rules verify that the data entered by a user in a record
meets the specified standards before the user can save the record. A validation rule contains a formula or expression that
evaluates the data in one or more fields and returns a value of “True” or “False.” When the rule returns a value of “True” then
that means an invalid value was entered by the user. Validation rules also include an error message to display to the user
when an invalid value is entered.
Once validation rules have been defined, the events mentioned in the data validation cycle will occur.
Data Validation Cycle:
Step 1: The user chooses to create a new record or edit an existing record.
Step 2: The user clicks Save.
Step 3: Salesforce.com executes all validation rules.
 If all data is valid, Salesforce.com saves the record.

 If any data is invalid, Salesforce.com displays the associated error message without saving the record.
Step 4: The user makes the necessary changes and clicks Save again.
It is important to note that validation rules apply to all new and updated records for an object, even if the fields referenced in
the validation rule are not included in a page layout or an API call
List common use cases for Data Validation

Validation rules help improve the quality of data entered. Thus, validation rules can be defined for any object. However, here
are some of the most common examples of validation rules.
 Account Object Validation Rules


 Account number length: Validates that the length of the account number is equal to the specified length, if not blank.
 Formula Used: ( ISBLANK(AccountNumber), LEN(AccountNumber) <> 7 )
 Contact Object Validation Rules

 Mailing street is required: Validates that the mailing address is provided if not blank.
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 Formula Used: ISBLANK( MailingStreet )

 Opportunity Management Validation Rules

 Probability Must Be 100% for Won OpportunitiesValidates that the probability of a won opportunity is properly set to
100%. This is useful for data cleanliness and reporting purposes.
 Formula Used : AND ( ISPICKVAL( StageName, “Closed Won”), Probability <> 1)
 Quote Validation Rules

 Display Error if Quote Line Item Discount Exceeds 40%: Shows an error if a quote line item’s discount exceeds 40%.
 Formula Used: Discount > .40
 User, Role, and Profile Validation Rules

 Expense Amount Does Not Exceed User’s Max Allowed Expense:Validates a custom field called Expense
Amount against a custom user field called Max Allowed Expense.
 Formula: Expense_Amount__c > $User.Max_Allowed_Expense__c
 Account Address Validation Rules

 US Billing Zip Code: Validates that the account Billing Zip/Postal Code is in 99999 or 99999-9999 format if Billing
Country is USA or US.
 AND( OR(BillingCountry = “USA”, BillingCountry = “US”), NOT(REGEX(BillingPostalCode, “\\d{5}(-\\d{4})?”)) )
 Date Validation Rules

 Date Must Be a Weekday: Validates that the value of a custom date field is a weekday (not Saturday or Sunday).
 Formula CASE(MOD( My_Date__c – DATE(1900, 1, 7), 7), 0, 0, 6, 0, 1) = 0
 Number Validation Rules

 Number Cannot Be Negative: Validates that a custom field called Hours Worked is not a negative number.
 Formula: Hours_Worked__c < 0
Describe when Data Validation rules are enforced
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The data validation rules are enforced in the third step of the Data Validation cycle, which is once the user clicks on save
after entering data. All validation rules are executed once the save button is clicked. If all data is valid
then Salesforce.com saves the record. If any data is invalid, Salesforce.com displays the associated error message
without saving the record. Data Validation rules are also enforced during lead conversion. This will occur only if
validation and triggers for lead conversion are enabled in your organization.
Create Data Validation Rules
Creating validation rules is extremely simple. First step is to figure out what you are creating the validation rule for. You can
create validation rules for Standard Objects, Custom Objects, Comment field, Campaign members. To arrive at Validation
Rules page follow one of the following instructions depending on what you are trying to validate.
To reach the Validation Page:
 For standard objects, click Setup | Customize, select the appropriate activity, tab, or users link, and click Validation Rules.
 For custom objects, click Setup | Create | Objects and select the custom object.
 To create a validation rule for the Comment field in Salesforce CRM Ideas, click Setup | Customize | Ideas | Comment
Validation Rules.
 To create validation rules for campaign members, click Setup| Customize | Campaigns | Campaign Member | Validation
Rules.
Once on the Validation page follow these steps to create a Validation Rule:
1. Click New in the Validation Rules related list.

2. Enter the properties of your validation rule (You will see the following list of fields):
1.
 Rule Name: Must be unique
 Active: Clicking on this checkbox enables the rule
 Description: For internal purposes. Differentiates rule from other rules
 Error Condition Formula: Expression used to validate the field
 Error Message: Message displayed to the user when the validation test is failed.
 Error Location: Where you want the error message to display.
1. Click on check syntax to make sure your formula is free of errors.
2. Save to finish
13. Analytics – Reports

Reports Overview
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A report returns a set of records that meets certain criteria, and displays it in organized rows and columns. Report data can be
filtered, grouped, and displayed graphically as a chart. Reports are stored in folders, which control who has access. You must
have “Read” permission on the records included in your reports; otherwise, when you run them, they may be missing data or
appear blank. A user can only report information that they have “read” access to. This means that if they cannot see a certain
user’s data, they cannot report it either. This applies for both field level security and object level security. Page layouts have
no impact on reporting capabilities.
1. Run a Standard Report
To run a standard report you need to have the “Run Reports” user permission.
To run a report, first click on the Reports tab, find the report you want to run and click thereport name.
Most reports run automatically when you click the name.
Reports show only the information you can access. This includes records you own, records to which you have read or
read/write access, records that have been shared with you, records owned by or shared with users in roles below you in the
hierarchy, and records for which you have “Read” permissions. Also, You can view only those fields that are visible in your
page layout and field-level security settings.
2. Create a Custom Report

If you are in the need to run reports other than the Standard reports provided by Salesforce.com you would need to build
Custom reports using a report wizard.
To create, edit and delete reports you need to have the “Create and Customize Reports” user permissions.
Click on the Reports Tab. The following will show up on your screen
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1. Click on the Create New Custom Report button

2. Select the Report type for the report, and click Next.
3. Customize your report then save or run it.
In step 2 above specify what type of records will be the center of reports generated by this report type. There will be a drop
down list containing all the object names for you to choose from. Example: If reporting on “Contacts with Opportunities with
Partners,” select “Contacts” as the primary object.
3. Search for Custom Reports

To find specific custom reports:
1. Enter your search terms in the Reports tab and click Find Report. The search returns a list of items that match your search
terms based on Report Name and Description.
2. Click column headings to sort the results in ascending or descending order
3. Click a report name to run the report, Edit to customize the report, Del to delete it, or Exportto open the report data in a
spreadsheet format.
If tags are enable then tag the custom report to help you find the report easily.
4. Explain the differences among report types

There are three types of reports. Tabular, Summary and Matrix. To understand the differences between each one of them see
table below.
Tabular Summary Matrix
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Tabular reports are the simplest and Summary reports are similar to Matrix reports are similar to
fastest way to look at data. Similar tabular reports, but also allow users summary reports, but allow you to
to a spreadsheet, they consist to group rows of data, view group and summarize data by both
simply of an ordered set of fields in subtotals, and create charts. They rows and columns. They can be used
columns, with each matching record can be used as the source report for as the source report for dashboard
listed in a row. dashboard components. components.
Tabular reports are best for creating Use this type for a report to show Use this type for comparing related
lists of records or a list with a single subtotals based on the value of a totals, especially if you have large
grand total. They can’t be used to particular field or when you want to amounts of data to summarize and
create groups of data or charts, and create a hierarchical list, such as all you need to compare values in
can’t be used in dashboards unless opportunities for your team, several different fields. Or if you
rows are limited. subtotaled by Stage andOwner. want to look at data by date and by
product, person, or geography.
Examples include contact mailing Summary reports with no groupings
lists and activity reports. show as tabular reports on the
report run page.
5. Explain Custom Report Types and Analytic Snapshots

A report type defines the set of records and fields available to a report based on the relationships between a primary
object and its related objects.
Theoretically, 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
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As you can see in the diagram above. The first step is to define A, B and C. A being the primary object and B,C being the
related objects. Now the rule is that
For illustrative purposes I have inserted a graphic example of a custom report where Accounts acts as the Primary Object and
Contacts and Opportunities as the related objects. You can also select the relationship between A-B and B-C.
Users with the “Manage Custom Report Types” permission can define custom report typesthat extend the types of reports
from which all users in their organization can create or update custom reports. Reports display only records that meet the
criteria defined in the report type. Salesforce.com provides a set of pre-defined standard report types; administrators can
create custom report types as well.
The information you see in reports is only the data to which you have access. This includes records you own, records to which
you have read or read/write access, records that have been shared with you, records owned by or shared with users in roles
below you in the hierarchy, and records for which you have “Read” permissions.
In addition, you can view only those fields that are visible in your page layout and field-level security settings. (Field-level
security is available only in Enterprise, Unlimited, and Developer Editions.)
If your organization uses divisions and you have the “Affected by Divisions” permission, you can set your report options to
include records in just one division or all divisions. Reports that are already scoped (such as My Cases or My sales team’s
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accounts) include records in all divisions. If you do not have the “Affected by Divisions” permission, your reports include
records in all divisions.
6. Create charts to display Report results

On the most basic level when you run a report the data is represented in a table format. However, in some cases reading the
data is more effective and easy when displayed in a chart format (i.e. Pie charts, graphs etc). You can represent you data
visually by adding a chart to summary and matrix reports. Try out the Chart Builder for a quick and easy way of building
charts.
Follow these steps to create a chart display for your report.
1. Click Add Chart in report builder. Your report must have at least one grouping before you can add a chart.
2. Select a chart type. The following chart types are available
a. Horizontal Bar: The advantage of the horizontal bar charts is that the chart can be extended vertically to show numerous
groupings, though the width is fixed. These are also better for large number of groupings
b. Vertical Column: Column charts are good when showing values by date.
c. Line: Line charts are especially useful for showing data over time.
d. Pie: Use this type when you have multiple groupings and want to show the proportion of a single value for each grouping
against the total. Pie charts are not ideal for comparing values that are close together or numerous small values.
e. Donut: Similar to Pie
f. Funnel: Use this type when you have multiple groupings in an ordered set and want to show the proportions among them.
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3. Enter the appropriate settings on the Chart Data tab for the chart type you selected.
4. Enter the appropriate settings on the Formatting tab.
5. Click OK.
7. Use Advance Filter criteria to narrow Report results
Filters are set to limit the data shown in the report. There are two types of filters, Standard andAdvanced.
Standard
 View: Selection of object by ownership
 Date range: Selection by date range on the object
Advanced
 equals
 not equal to
 less than
 greater than
 less than or equal to
 greater than or equal to
 contains
 does not contain
 starts with
 includes (multi-pick list)
 excludes (multi-pick list)
8. Create Custom Summary Formulas for Summary Reports
Are there any additional totals that you want to calculate using the fields in your current report ? Then you custom summary
formulas on your report.This formula is basically an algorithm that derives its value from other fields, expressions, or values.
New notes to remember: Formulas must be 3900 or fewer characters and you can create up to 5 formulas per report.
You need the “Create and Customize Reports” permission to create a custom formula.
In the report builder:
1. Click Add formula in the fields pane
2. Enter a name for the formula (Must be unique)
3. Choose formula data type: You want this type of data to be returned from your formula. Your choices are, Currency, Date,
Time, Number, Percent, Text
4. Select number of decimal places: This applies only to the Currency, Percent or Number data types
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5. Set the Where will this formula be displayed? option
6. Build your formula: Select Summary Type, Add Operators and choose the function
7. Check for syntax and press OK
9. Choose settings for Conditional Highlighting

Conditional Highlighting is available only for Summary and Matrix Reports.
This feature allows you to customize your reports by showing visual highlights for analysis. To use this feature, do the
following:
1. Select the field that you want to analyze in your report.
2. Define the “Low Color”.
3. Define lower threshold and “Mid Color”.
4. Define upper threshold and “High Color”.
5. View report.
In the example above, if shipping status = “shipped” then color in green. If status = “on hold”, color in yellow. If status =
“Overdue” color in red etc.
Its a neat way of making your reports more visual and easy to read.
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14. Analytics – Dashboards

1. Describe the capabilities and purpose of a Dashboard
A salesforce.com dashboard is no different than a dashboard in your car. Your car dashboard groups and displays the most
necessary information to you in one place. Similarly, your salesforce.com dashboard provides you with all important metrics in
an organized visual form.
A dashboard shows data from source reports as visual components, which can be charts, gauges, tables, metrics,
or Visualforce pages, of upto 20 components. They provide a snapshot of key metrics and performance indicators for your
organization.
Dashboard folders can be public, hidden, or restricted. If you have access to a folder, you can view its dashboards. Each
dashboard has a running user, whose security settings determine which data to display in a dashboard.
Here is an example of a dashboard consisting of 6 components :
1. Dashboards
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2. Search for Dashboards

Dashboard Tab | View Dashboard (Search)
Click on the dashboard tab. On the dashboard homepage you will find a search bar as shown below.
Enter the name of the dashboard you are searching for here and find it.
3. List Dashboard components

There are 6 dashboard components that you can choose from:
1. Chart: Horizontal bar, Vertical column, Pie, Donut, Funnel and Line. Use when you want to show data graphically
2. Table: Column Form. Use for example, when you want a list of the top 20 opportunities with the amounts
3. Metric. Use when you have one key value to display
4. Gauge. Use when you have a single value you want to compare among a range of custom values
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5. Visualforce Page. Use when you want to create a custom component.

6. Custom s-control: Contains any type of content that you want to display in a browser.
4. Create a Dashboard and add components to it
Create the custom reports that you want to be displayed on the dashboard before you create the dashboard. Make sure these
custom reports are stored in a folder where the intended users can access them. The steps to create a dashboard are as
follows:
1. Click the Dashboards tab.

2. Click Go To Dashboards List.
3. Click New Dashboard to create a new dashboard. Or to modify an existing dashboard, click Edit next to its name.
4. Customize your dashboard and click Save.
Now in the third step, customizing has three different types of controls that you can customize. Dashboard-Level controls
(Making changes to the title, setting the running user etc), Column-Level controls (Add or delete columns, set column width)
and Component-Level controls (Adding, delete, arranging components)
5. Email and Schedule Dashboard refresh

Schedule refresh is helpful because you don’t have to click refresh to get an updated dashboard every time you view it. The
dashboard will automatically refresh on the set scheduled time.
This feature is available only for the Enterprise and Unlimited Editions only.
You can schedule dashboards to refresh daily, weekly, or monthly. You can also set up notification to inform you of the refresh
by sending an email. The email will consist a HTML version of the refreshed dashboard. The email can be sent to a max of 5
contacts outside of Salesforce.com.
When scheduling a refresh on a certain dashboard you can set a frequency number, start and end dates, and your preferred
start time for the schedule.
6. Define Running User and how it affects the Dashboard results

Each dashboard has a running user, whose security settings determine which data to display in a dashboard.
While selecting a running user, the administrator can set the running user as either of the following two:
Run as specified user. The dashboard runs using the security settings of that single, specific user. All users with access to the
dashboard see the same data, regardless of their own personal security settings. This setting is perfect for sharing the big
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picture across a hierarchy, or motivating team members by showing peer performance within a team. Unless you have “View
All Data,” you can only choose yourself.
Run as logged-in (current) user. A dynamic dashboard runs using the security settings of the user viewing the dashboard. Each
user sees the dashboard according to their own access level. This setting helps administrators share one common set of
dashboard components to users with different levels of access.
15. Marketing Administration – Overview

Define a Campaign
A Campaign is a marketing initiative (like a seminar, conference, advertisments, email to
name a few) that you plan, manage and track within salesforce.com.
A Campaign can be of the following types:
 Conference
 Webinar
 Trade show
 Public Relations
 Partners
 Referral Program
 Banners
 Direct Mail
 Advertisements
 Email
 Telemarketing
 Other
Describe when to use Campaign Hierarchies

A Campaign Hierarchy allows you to group Campaigns together within a specific marketing
program or initiative. This enables you to analyze related marketing efforts more
efficiently. In simpler words you can use a master-detail relationship to expand a “main”
Campaign by adding “sub” Campaigns and report on how the Campaign is doing. Only one
main Campaign is allowed, however, several sub-Campaigns can co-exist. A maximum of 5
levels of hierarchy are allowed.
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List the methods to associate Leads and Contacts to a Campaign

First create a new Campaign by clicking on the Campaigns tab and then on the New
button.
Once you have entered the basic information (like name, campaign type etc) click on Save.
Now its time for you to add members. Click on the Add Members button and the following
screen will show up. Here you can Search and Add Leads and/or Contacts.
This allows you to add both existing contacts (customers) and Leads at the same time!
Describe how to use Lead Queues to manage Leads
Create queues to help your teams manage the distribution of leads. Once records are
placed in a queue either manually or through an automatic case- or lead-assignment rule,
records remain there until they are assigned to a user or taken by one of the members of
the queue. Any queue member or users above them in the role hierarchy can take
ownership of records in a queue.
For example, you might have a Lead Queue for your Western Region team and one for your
Eastern Region team. You can put leads in different queues, either manually or
automatically via a lead assignment rule as leads are imported, created or edited manually,
or captured from the web. Each salesperson should be a member of one or more Lead
Queues.
Describe how to use a Lead Assignment Rule to assign and route Leads
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You can assign leads to users or queues in a variety of ways.
Using an Assignment Rule when creating or editing a Lead

You can create a Lead Assignment Rule to automatically assign leads to different
users or queues.You can assign new web-generated leads using the Web-to-
Lead setup
Importing Leads
When importing new leads, you can apply a Lead Assignment Rule to automatically
assign leads to users or queues based on values in certain lead fields.
Creating a Lead Manually (default assignment)

When you manually create a lead from the Leads tab, you are automatically listed as
the owner of the lead.
Taking Leads from a Queue

To take ownership of leads in a queue, go to the queue list view, check the box next
to one or more leads, and click Accept.
Changing Ownership of one or multiple Leads
You can transfer ownership of one or multiple leads if you have the “Transfer Leads”
or “Transfer Record”• permission
Describe the use cases for Web-to-Lead

Consider the following case:
You have set up a Contact Us page on your Organization’s website. There is an inquiry box
provided where a visitor can submit any sort of questions they have regarding the
organization. With web-to-lead enabled, the online submitted inquiry will be directed into
Salesforce.com.
Describe the functionality of a Lead Auto-Response Rule

An Auto-Response Rule determines what response should be sent to a web-submission.
This rule is a set of conditions for sending automatic email responses to lead or case
submissions based on the attributes of the submitted record. Applicable leads include
those captured through a Web-to-Lead form
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You can create as many response rules as you like based on any attribute of the incoming
lead, but only one rule for leads can be active at once.
Build a Lead Queue, Assignment Rule, Web-to-Lead, and corresponding Auto-Response
Rule
1. Create Lead Queue
2. Set lead defaults (if no rules met)
3. Create Assignment Rule
4. Create Web-to-Lead form
5. Create Auto-Response Rule mimicking Assignment Rule
Measure Campaign results
Campaign results can be viewed through Campaign Hierarchy Statistics.
The Campaign Hierarchy related list provides statistics fields for each campaign in the list as
well as the total value for the parent campaign and all the campaigns below it in the
Campaign Hierarchy. Statistics fields are not visible in the related list until Campaign
Hierarchies are enabled for your organization.
The Campaign Hierarchy related list shows a maximum of two hierarchy levels: the parent
campaign and its child campaigns. If a child campaign has children, those children do not
appear in the related list but their data is included in the campaign hierarchy statistic field
values. The campaign hierarchy statistic fields provide aggregate data regardless of
whether you have sharing rights to view individual campaigns within the hierarchy.
However, if you do not have access to a campaign that appears in the related list, you
cannot view its detail page from the link on the related list. To view all the levels in a
campaign hierarchy, click the View Hierarchy link next to the Campaign Name on the
campaign detail page
Describe the process and effects of converting a Lead

Lets discuss this topic in two parts: A) the Process of converting a Lead followed by B)
the Effectsof converting a Lead
A) The Process of converting a Lead
Before conversion make sure the lead is ready to be converted!
1. On lead detail page, click Convert.

2. In the Account Name field, select a new account or search for an existing account.
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3. In the Opportunity Name field, enter a name for the new opportunity
4. In the Converted Status picklist, select a status for the converted lead.
5. Optionally, fill in the following fields to schedule a follow-up task that is automatically
assigned to the record owner:
6. If a duplicate contact exists, choose whether to create a new contact or update the
existing contact.
7. Click Convert to finish.
B) The Effects of converting a Lead
1. An Account is created with the lead’s company information
2. A Contact is created with the lead’s contact information and is linked to the new
account and the campaign the was associated with
3. An Opportunity is created with the lead’s information (including the campaign source
field) and linked to the account (end of quarter set as close date, first selection of stage
automatically selected)
16. Service & Support Administration – Cases
A Case is an issue lodged by the customer. It can be in the form of feedback, a problem or a question. Cases are most helpful
in tracking and solving customer issues.
Using Web-to-Case you can gather customer feedback given on the company website.
Describe use cases for Case Hierarchies

A Case Hierarchy associates cases with each other via a Parent Case field. When a case is associated with a parent case it
signifies a relationship between cases. This allows for easy tracking of cases or division of big cases, so that more than one
user can work on it.
Describe how to use Case Queues to manage Cases

This is how queues work:
Once records are placed in a queue (manually or through an automatic assignment rule) records remain there until they are
assigned to a user or taken up by a member of the queue.
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How do Case Queues assist in managing cases ? They:
 Help in managing support workload and differentiate cases based on levels of support.
 Ensure that cases are resolved quickly even if an individual user is on vacation.
 Allow different levels of support (i.e. Gold Service Level and Silver Service Level). This means that cases are automatically
prioritized.
Cases can be put into different queues (manually or automatically)
Note that the support representative should be a member of one or more Case Queues.
Describe how to use a Case Assignment Rule to assign and route Cases
Case Assignment Rules allow companies to automatically route customer cases to individual reps or queues according to your
company’s pre-defined business rules. The rules could be based on skill requirements, product category, customer type,
service levels, or any other criteria.
To set up your organizations Case Assignment Rules:

1. Setup| App Setup| Customize| Cases| Assignment Rules
2. Click on “New Rule”
3. Name the rule and choose if you would like the rule to be your active assignment rule. (Only one rule can be Active at a
time!)
4. On the case detail page for the newly created Case, scroll to the Rule Entries section and click on New
5. Specify the Order in which the entry should be processed.
6. Define the criteria.
7. Select the User or Queue to automatically assign cases that meet the defined criteria.
8. Select the notification template if you want the assignee to be notified automatically about the new case through e-mail.
And you’re done!
Describe use cases for Web-to-Case

Creating a feedback form on the Contact Us page of your company website. All input in that form will be collected in
Salesforce through the Web-to-Case function. Salesforce.com creates a case whenever an input is sent through that feedback
form. This Email-to-Case functionality auto-populates case fields from the content of each email.
Describe uses cases for Email-to-Case
The only difference here is that a case is being created through email rather than the website. Salesforce.com can
automatically create a case when an email is sent to one of your company’s email addresses. For example, having an email
such as support@company.com which customers can use to lodge issues.
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To learn more (implementation etc)

read:https://help.salesforce.com/servlet/servlet.FileDownload?file=01530000001PdWyAAK
Describe the functionality of the Case Escalation Rule

Salesforce triggers an escalation of a case when it meets a certain time-dependent criteria. If a case has not been resolved
within a certain period of time (12 hours etc), you can set a case to be escalated.
Your organization will have one escalation rule that will consist of multiple rule entries.
View pending actions and cancel them (if necessary) through the escalation rule queue.
Describe the functionality of the Case Auto-Response Rule
A Case Auto-Response Rule is a set of conditions for sending automatic email responses to case submissions. Salesforce reads
the the attributes of the submission and uses that as a basis for response selection.
Using a response rule you can define and set the response you wish to be sent.
Describe the functionality of the Business Hours
Setting Business Hours lets you apply specific time zones and locations to Cases, Case escalation rules and Case milestones in
entitlement processes.
Through the Business Hours function for a case you can set the times at which a support team is available to work on the case.
Business Hours can be added to escalation rules so that when the details of a case match the criteria of an escalation rule, the
case is automatically updated and escalated with the times and location on the rule.
Note that Business Hours on a case are automatically set to the organization’s default, unless the case matches the criteria on
an escalation rule.
17. Service & Support Administration – Solutions & Self Service Portal
Define Solutions and how they can be associated with Cases

A Solution can be seen as a response or answer to a customer issue. A Solution is a detailed description of a customer issue
and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create,
review, and categorize solutions. They can also publish solutions to the Self-Service portal and make solutions public.
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The Solutions tab displays a home page that lets you quickly locate and manage solutions.
Solutions have a many-to-many relationship to cases (a solution can be tied to many cases, and a case can have many
solutions).
Under reports, The Solution List report allows you to report on any solution field
Build a Solution Category tree and assign Solutions to Categories
Use Solution Categories to group similar Solutions together. This will make solution tracking and managing easier. Each
Solution can belong to more than one category.
To build a Solution Category follow:
Setup | Customize | Solutions | Solution Categories

Modify your Solution Category tree by building on the existing structure (image below). To insert a new category, click Add
Solution Category.
Define Suggested Solutions and explain where to use them

‘Suggested Solutions’ is a list of ten relevant solutions that may help users/ customer solve a particular case.
Helps by:
 Lowering time taken by customer support reps to solve the case

 Improving customer support reps’ productivity
 Enabling customers to solve and close their own cases
Available through the Cases Tab:
Users can click View Suggested Solutions from the case detail page to view a list of Solutions relevant to their case.
Enable and customize the Suggested Solutions Page from the Self-Service Portal Pages related list.
Describe what content is accessible via the Self-Service Portal
The following is accessible:
1. Case Submission: Allows customers to log cases

2. View comments made on a case. Can view only comments that are marked publicly viewable.
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3. View Case Submissions: Customers can view past cases.

4. View Activities (if available for self service portal)
5. Browse Suggested Solutions. For this, Suggested Solutions needs to be enabled.
Describe the ways to access the Self-Service Portal
Customers can access the Self-Service Portal through a website:
You can enter the URL for self service portal on the self-service settings page:
Setup | Customize | Self-Service | Self Service Portal

Build a Case Queue, Assignment Rule, Web-to-Case, and corresponding Auto-Response Rule
To build a Case Queue:
Setup | Manage Users | Queues
To build Assignment Rules:
Setup | Customize | Cases | Assignment Rules

To build Web-to-Case:
Setup | Customize | Self Service | Web-to-Case (Pro+)

To build Auto-Response Rules:
Setup | Customize | Cases | Auto-Response Rules
18. Custom Objects Applications & Tabs – Overview
Describe a Custom Object

A custom object is the opposite of a standard object. Standard objects are available in the initial salesforce.com package.
Whichever object is not a standard object has to be custom made, hence a custom object.
Custom objects are database tables that have been customized to allow you to store information unique to your organization.
For example, your organization may want to create a custom object called Quotes to store data for your company’s sales
quotes.
Custom objects must have unique names within your organization and the allowed number of custom objects depends on the
edition.
Describe the types of relationships that can exist between objects
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Custom objects relate to other objects and behave just like standard objects, as described in Relationships Among Objects.
Custom objects require special treatment so that they can participate in Relationship Queries. For the relationship field name
of a custom object, “__r” is appended to the name to create the ID, and “__c” is appended to the name to create the parent
object pointer. For example, if the relationship field name is MyRel, the name of the ID becomes MyRelId__r, and the parent
object pointer becomes MyRel__c, and the relationship name is MyRel__r.
The following table summarizes whether a standard object can be:
 The master in a master-detail relationship with a custom object. Master-detail relationships involve cascading deletes and
sharing rules that are controlled by the parent.
 One to Many relationship links one record to other records.
 Can link standard to custom objects and vice versa, or link to the same object type (parent account, for instance).
 The lookup in a lookup relationship on a custom object. In other words, whether a custom object can have a lookup to the
standard object.
 Extended with custom fields.
Standard Object Master-Detail Lookup Custom Fields
Account Yes Yes Yes
Campaign Yes Yes Yes
Case Yes Yes Yes
Contact Yes Yes Yes
Contract Yes Yes Yes
Event No No Yes
Lead No No Yes
Opportunity Yes Yes Yes
Product2 No Yes Yes
Solution Yes Yes Yes
Task No No Yes
User No Yes Yes
Create a Custom Object
Setup | Create | Objects
1) Click on the Create New Object button
Enter the following information:
 Label
 Plural Label
 Object Name
 Page 64 of 76
 Used for API calls

 Description
 Context-Sensitive Help Setting
 Record Name
 Appears on related lists, e.g. “Account Name” instead of “Account”
 Data Type
 Either text or auto-number.
 Allow Reports
 Allow Activities
 Track Field History
 Enables the option to track fields- you still need to add the fields to be tracked and add the related list to the
page layout.
 In Development / Deployed
 If listed In Development, only users with the “Customize Application” permission will be able to see it.
Describe a Custom Object Tab and a Web Tab

A custom tab, just like a standard tab, is a user interface component you create to display custom object data or other web
content embedded in the application.
The following types of custom tabs are available:
 Custom Object Tabs display the data of your custom object in a user interface tab. Custom object tabs look and function
just like standard tabs.
 Custom Web Tabs display any external Web-based application or Web page in a Salesforce.com tab. You can design Web
tabs to include the sidebar or span across the entire page without the sidebar. See
Create a Custom Object Tab

Setup | Create | Tabs
Click on New button in the Custom Object Tabs Category.
Creating a custom tab is a three step process. Keep in mind that every object can have only one Tab. The Tab itself can appear
in more than one application but can be created only once.
Step1. Enter the details
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Step 2: Enter Tab visibility settings (Which profiles can view the Tab):
 Page 66 of 76
Step 3: Add to Apps: Choose which Custom/ Standard Apps the Tab should show up in
 Page 67 of 76
Check Append tab to users’ existing personal customizations to add the new tab to your users’ customized display settings if
they have customized their personal display.
Create a Web Tab

Setup | Create | Tabs
Scroll down to the Web Tabs Category and click on the New button.
Creating a new Web Tab consists of a five step process:
1. Choose a layout for the new tab. The full page width spans across the entire page without the sidebar while the column
style allows users to view the sidebar.
2. Define Content and Display Properties: Will require you to enter information like: Tab Type (URL or S-Control), Tab Name,
Tab Style etc
3. Enter the URL or choose the custom s-control that you want to display in the tab. optionally copy and paste any merge
fields for data that you want replaced in the link dynamically. Remember to include the http:// before your URL. User,
organization, and API merge fields are available for web tabs. For details about using merge fields, optionally click
the preview link to display your web tab.
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4. Enter Tab visibility settings (Which profiles can view the Tab):
5. Add to Apps: Choose which Custom/ Standard Apps the Tab should show up in
Click on save and your Web Tab is Created!
Describe a Custom App

An “app” is a group of tabs that works as a unit to provide application functionality. Salesforce.com provides standard apps
such as Sales and Call Center. However, you can also Make your own app, which is known as a custom App. A custom app like
a standard app is a group of tabs, but Custom Tabs (created for Custom Objects)!
Standard objects can also be displayed/ Used in Custom Apps.
Create a Custom App

Setup | Create | Apps
In the Apps Category click on the New button.
Creating a Custom App consists of a four step process:
Step 1. Custom App Information: App Label, Name and Description
Step 2. Choose an image to insert as a Logo for the App: The image must be in GIF or JPEG format and less than 20 KB in size. If
the image is larger than 300 pixels wide by 55 pixels high, then it will be scaled to fit.
Step 3. Choose Tabs to include in the App: From a list of all the Objects available in your Salesforce.com select the tabs you
wish to be included in the App
Step4. Enter App visibility settings (Which profiles can view the Tab)
Save and your done!
Want to find out more about about creating Custom Objects, Applications and Tabs check out the following link!
https://na1.salesforce.com/help/doc/en/salesforce_studio_cheatsheet.pdf
 Page 69 of 76
19. Custom Objects Applications & Tabs – AppExchange
Describe AppExchange
AppExchange can be seen as an App store where people can purchase or sell Custom Apps. It is a sharing interface
from salesforce.com that allows you to browse and share apps and services for the Force.com platform.
How does AppExchange work?
Well like any e-store like e-bay etc. You simply visit the websitehttp://appexchange.salesforce.com/home and search for the
App you are looking for using the search engine provided on the home page.
A list of Apps related to your search will appear on your screen, select the App you are interested in. You can then read all
information regarding that App and then “Test Drive” it.
Test Drive allows you a sneak peek into the User Interface and Functionality of the App. Something you should do before
Installing an App from AppExchange.
 Page 70 of 76
Anyone even non-Salesforce.com users can browse and test drive AppExchange listings. Whereas, salesforce.com
administrators and users with the “Customize Application” permission can publish, install and review AppExchange listings.
Describe the Characteristics of Managed Packages.

A package is a container for an App and its components. Packages are used to bundle the App or component along with
additional related components so that they can be uploaded on to AppExchange together.
Managed packages are similar to the force.com platform itself. They:
 Can be upgraded post-installation by the package publisher

 Support subscription-based licensing
 May contain portions that are locked
Unmanaged packages on the other hand are not locked and cannot be upgraded by the publisher.
Install a Package
Installing a package can be done in 5 simple steps:
1. Select an App: Choose the App you want to install.

2. Examine the Package: Review the items listed to make sure it is the correct App.
3. Select Security Settings: Set the type of access your users will have to the new App once it is deployed.
4. Install App Components: Add the new App components to your Salesforce environment.
5. Configure App Components: Configure the new components for your environment
Read Pages 9 – 13 in the following the guide to AppExchange Installing for more information
https://help.salesforce.com/servlet/servlet.FileDownload?file=01530000001Pd8rAAC
Above is a hands-on guide that walks Salesforce Administrators through the process of selecting and installing an App from
the AppExchange.
Uninstall a Package
You can remove any installed App including all of its components and all data in the app. Additionally, any custom fields or
links you added to the custom App after installation will also be removed. We recommend exporting the data for your App
before removing it.
Removing the App from your Salesforce environment removes all its installed components as well as any components you
added to the App after installation.
 Page 71 of 76
Remove the App:

1 Click Setup | Exchange | Get Apps
2 Click Uninstall next to the App that you want to remove.
3 Check Yes, I want to uninstall… and click Uninstall.
20. Miscellaneous – Activities
Compare and contrast Tasks and Events

Activities include Tasks, Calendar Events, and Requested Meetings. You can define and track activities for many different
objects, including Campaigns, Accounts, Contacts, and Leads.
To create an activity associated with a particular record, such as a Lead:

1. Start by viewing the record you want to associate with your activity.
2. Click New Task or New Event in the Open Activities related list. The image below illustrates the Activities Category on a
Record.
Tasks and Events are both part of Activities, However, they differ much in nature. Check out the table below to find out!
Tasks Events
Use a single date entry Represent calendar items
Represent to-do items (including phone calls) or emails Can have an associated reminder pop-up
Can have an associated reminder pop-up Can have recurring series of events (if setting is enabled)
No recurring functionality built in Event marked as completed when the end time of the event
Tasks marked as completed when status of record is is passed by the current time
changed to completed
Manage Public Calendars and Resources

You can access the public calendars and resources for your organization by following the below .
Setup | Customize | Activities | Public Calenders and Resources
Public calendars are used to manage department or project schedules. Use resource calendars to manage resources such as
conference rooms and projectors.
1. Create a new calender by clicking on New
2. To add sharing rules. Click Edit on a existing Public Calender and click on Sharing.
 Page 72 of 76
Notes on calender sharing: You can share it with individual users, personal or public groups, the users in a particular role, or
the users in a particular role plus all of the users in roles below that role. Calendar sharing can only be used to grant wider
access to data, not to restrict access.
Identify and describe the Activity Settings
You can turn on and configure the Activity Settings here:
Setup | Customize | Activities | Activity Settings
Pick the following settings as ON or OFF for your organization: (Note: Default is On)
 Enable Group Tasks: Allows users to assign independent copies of a new task to multiple users.
 Enable Sidebar Calendar Shortcut: Displays a shortcut link to a user’s last used calendar view in the sidebar:
 Enable Creation of Recurring Events: Allows users to create events that repeat at specified intervals
 Enable Activity Reminders: Allow users to create tasks that repeat at specified intervals. If disabled users can still edit the
interval of an existing recurring task, but cannot create new recurring tasks.
 Enable Spell Checker on Tasks and Events: Reminders notify the activity assignee of an upcoming task or event.
 Enable Email Tracking: Outbound HTML emails are tracked by default if your organization uses HTML email templates.
Describe the capabilities of Multiday Events

Multiday events can be enabled through Activities Settings (Follow the link above)
A multiday event is an event that lasts longer than 24 hours – this includes an “All Day Event” that stretches over more than 1 day.
Note: Multiday events cannot be synchronized with Outlook.
21. Miscellaneous – Advanced Configuration Options
Describe the Client Management feature

Client Management is available in Unlimited and Enterprise Editions and is enabled upon request.
Client Management is based on client accounts which represent the individual consumers with whom you do business. If your
company operates on a business-to-consumer (B2C) model, client accounts are a simple yet powerful way to manage the
entire life cycle of each customer relationship. Client accounts are enabled by a new class of account record type. Such record
types seamlessly fuse the rich functionality of contacts onto the account – enabling the sending of emails, participation in
campaigns, conversion from leads, and much more.
Describe the Territory Management feature

Territory Management is an account sharing system that grants access to accounts based on the characteristics of the
accounts. It enables your company to structure your Salesforce.com data and users the same way you structure your sales
 Page 73 of 76
territories. Particularly if your organization has a private sharing model, you may need to grant users access to accounts based
on criteria such as zip code, industry, revenue, or a custom field that is relevant to your business.
Key benefits of Territory Management include:
 The ability to use account criteria to expand a private sharing model.

 Support for complex and frequently changed sales organization structures.
 Support for transferring users between territories, with the option to retain opportunities.
 Multiple forecasts per user, based on territory membership.
 Territory-based sales reports.
Affect on forecasting: When you enable territory management for your organization, your forecast data is derived from the
opportunities that are associated with the accounts in your territories.
Describe Advanced Currency Management

Advanced Currency Management allows you to manage Dated Exchange Rates within opportunities using Salesforce.com.
What are Dated Exchange Rates?

Dated Exchange Rates allow you to map a conversion rate to a specific date range. In simpler words they allow you to better
manage your opportunities given the fluctuations in the Currency rates.
For example, the exchange rate on January 1 was 1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42 AUD. All
opportunities that closed between January 1 and February 1 use the first exchange rate (1 = 1.39), while opportunities that
closed after February 1 used the second exchange rate (1 = 1.42).
How are Dated Exchange Rates defined?

Dated Exchange Rates are defined using a start date and a conversion rate. Each rate is in effect until either the end of time or
the day before the next start date for that currency. The time between on start date and the next start date is called the
exchange rate date range. These ranges can be as small as a day and as large as all of time.
22. Miscellaneous – Salesforce Console
Describe the functionality of the Salesforce Console
 Page 74 of 76
The console appears just like the other tabs in salesforce, except that the console can display records from several
different Salesforce.com tabs all on one Tab. It combines a list view and related records into one screen with different frames
so that users have all the information they need when interacting with Salesforce.com.
By using the console, users can quickly find, view, and edit records, such as cases, accounts, and contacts, with fewer clicks
and without switching back and forth between screens.
Administrators choose the information displayed in the console

The benefit of having a configured console tab is that it allows you to have all the information you need on one tab when
interacting with Salesforce.com. It makes it easy to quickly find, view, and edit records, such as cases, accounts, and contacts,
with fewer clicks and without switching back and forth between screens.
Describe the components of the Console Tab
The Console tab contains four components viewed by users:
List view: The console’s top frame, which is a list view of records based on specific criteria. The list views you can select to
display in the Console tab are the same list views defined on the tabs of other objects. You cannot create a list view within the
console.
 Page 75 of 76
Detail view: The Console tab’s center frame, which is the detail page view of any record selected from any of the console’s
other frames. The detail view displays the same page layouts defined for the object’s detail pages. When a record is displayed
in the detail view, it is highlighted in the list view.
Mini view: The Console tab’s right frame which displays the records associated with the record displayed in the detail view.
The fields displayed in the mini view are defined in the mini page layouts by an administrator. The mini view does not display
if the record in the detail view does not have any records associated with it.
Sidebar: The console’s left frame, which displays recent items, the Recycle Bin, and other components, just like the sidebar
displayed on every Salesforce.com page. To show or hide the sidebar in the console, click the border of the left frame.
Administrators customize what displays on the console’s list view, detail view, and mini view by configuring console layouts,
related objects, and mini page layouts.
Set up the Salesforce Console

To set up the Salesforce Console, perform the following step by step process:
Create console layouts to define what objects are available to users in the console’s list view frame
Setup | Customize | Console | Console Layouts.
1. Click New and optionally choose an existing layout to clone.
2. Enter a name for the new layout.
3. Click Save.
Choose the related objects to show in the mini view.
Setup | Customize and choose a standard object
1. Select Page Layouts, and choose a page layout name.
2. Click Mini Console View.
3. Select which records associated with the record in the detail view will be displayed in the mini view. Can only choose
lookup-relationship Objects
4. You can change the order of how related objects display in the mini view by clicking the up and down arrows.
5. Click Save.
Define mini page layouts to customize the fields and related lists of the objects that display in the console’s mini view.
Setup | Customize and choose a standard object
1. Select Page Layouts, and choose a page layout name.
2. Click Mini Page Layout.
3. Select which fields and related lists will be displayed for this type of record in the mini view. For each related listchoose
which fields to display in that related list.
4. Click Save
Assign profiles to a console layout to provide users access to specific objects in the console’s list view.
Setup | Customize | Console | Console Layouts
 Page 76 of 76
1. Click Console Layout Assignment.

2. Select a console layout to assign to a profile via the drop-down list.
3. Select the Console tab visibility settings for a profile via the drop-down list. You can only select Console tab visibility settings
for profiles assigned to a console layout.
4. The following settings apply to tab visibility.
5. Save
Add the Console tab to custom apps so that users can access the console from specific apps.
Navigate within the Salesforce Console

What you click in the console determines the frame a record displays in.
When in the mini view, clicking:
• Links displays the record in the detail view. Associated records display in the mini view.
• View displays the entire record in the detail view.
• Edit displays a mini edit page in the mini view.To edit a field not displayed on the mini edit page, click View to display the
entire record in the detail view, and then click Edit from the detail view.
• Show more on a related list displays the related list in the detail view.
In the list view, clicking:
• A link displays the record in the detail view.

• A column heading sorts that column in ascending order. Click the heading a second time to sort in descending order.
• A letter at the bottom of the list view filters your list view records by the letter.
• fewer or more at the bottom of the list view displays a shorter or longer list.
In the sidebar, clicking:
• The arrow icon on the left frame keeps the sidebar visible in the console. Click the arrow icon a second time to hide the
sidebar.
• A record under Recent Items displays the record in the detail view.
• Calendar displays the calendar in a new page outside of the console.
• Recycle Bin displays the Recycle Bin in a new page outside of the console.
 Page 77 of 76

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Salesforce.com | Admin basics Study Guide

Salesforce.com ADM 201 Study Guide

1. The Fundamentals –Salesforce.com CRM overview

1. The Fundamentals – Salesforce.com CRM Overview

1. Software is delivered as Service

2. The Fundamentals – Identity Confirmation

1. Describe the Identity Confirmation feature

List of Authentication Criteria:

1. Is the organization using IP Login Restrictions on Profiles ?

API – Applications Programming Interface – examples… explanation…

3. Explain the concept of Login Hours and Login IP ranges

Setup | Manage Users | Profile | Select a profile | Edit |Save

For enterprise and up:

Setup | Manage Users | Profile | Select a profile | Edit |Save

Setup | Security Controls | Session Settings | New

4. Add and delete an IP range

Follow the instructions specified above.

5. Describe the methods to allow access to the application

User Interface (UI): Web browsers

3. The Fundamentals – Navigation – User Interface Settings

1. Identify specific areas of the Salesforce Home Tab

Messages & Alerts

2. Configure Search settings for your organization

Setup| Customize | Search

Setup | Manage Users | Select a profile

1. Default ON: Tab will show unless user turns it off

2. Detault OFF: Tab will not show unless user turns it on

access the information from that object type.

4. Locate, identify and explain the UI feature and administrator controls

Setup| Customize | User Interface

The administrator controls the following list of features:

Enable Collapsible Sections: Allows you to condense page sections.

1. Information Included in the Company Profile

Note that Currency Settings are Organization-Wide!

Manage Letterheads at:

Setup | Communication Templates | Letterheads

Setup | Communication Templates | Email Templates

The organizations profiles can be viewed and managed at:

Setup | Manage Users| Profiles.

List the Standard Profiles

List of Standard Profiles:

Explain the differences between a Standard Field and a Custom Field

Auto Number: Assigns a unique number to each record.

Checkbox: Allows users to check a box

Currency: Allows users to enter a currency amount.

Hierarchical Relationship: Creates a hierarchical lookup relationship between users.

Number: Allows users to enter any number.

Percent: Allows users to enter a percentage number, for example, ’10′.

Phone: Allows users to enter any phone number.

Text Area (Long): Allows users to enter up to 32,000 characters

Set up a Custom Field

To map custom lead fields:

1. Create a custom field on the lead

History data is not counted against your organization’s storage limit.

There are two types of Lookup Fields available:

7. Customization – Page Layouts

Describe the elements within a Page Layout

Here’s what a Page Layout controls:

The layout and organization of detail and edit pages

Setup | Customize | Select an Object | Page Layouts

Create, customize, and print a List view

Enter View Name

Enter the name to appear in the View drop-down list.