Salesforce Notes

7/29/2019 Salesforce Notes

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Review Adm 201 Study Guide (Focus mainly on table on pg. 2-5):

http://www.salesforce.com/assets/pdf/misc/SG_CertifiedAdmin.pdf

Review Adm 201 Course Binder (I would reference this binder as you work through the study guidetable above). My notes in this notebook also correlate with the table in the study guide (1 tab per

section).

Take the Online Sample Quiz (15 questions):

http://www.proprofs.com/quiz-school/quizview.php?title=salesforcecom-certified-administrator-

practice-exam

(This one is good to take and retake a couple of times until you know all of the answers. It always gives

you the same questions. It's written to be a little tougher than the real exam, so don't worry if you bomb

it the first time! I sure did.)

Cert Exam Prep ChecklistMonday, March 16, 2009

2:57 PM

Test Review Notes Page 1
http://www.salesforce.com/assets/pdf/misc/SG_CertifiedAdmin.pdfhttp://www.proprofs.com/quiz-school/quizview.php?title=salesforcecom-certified-administrator-practice-examhttp://www.proprofs.com/quiz-school/quizview.php?title=salesforcecom-certified-administrator-practice-examhttp://www.proprofs.com/quiz-school/quizview.php?title=salesforcecom-certified-administrator-practice-examhttp://www.proprofs.com/quiz-school/quizview.php?title=salesforcecom-certified-administrator-practice-examhttp://www.salesforce.com/assets/pdf/misc/SG_CertifiedAdmin.pdf


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REMEMBER:

Login hours can be set at profile level

IP restrictions can be set at profile and org level

Identity Confirmation ( 2%)Monday, March 16, 2 009

2:23 PM



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Turn these on/off for the entire Organization - you can notadjust these for individual users!!

To get to UI settings, go to Set up |Customize | UI , Search, Tab, etc.

Collapsible sectionsHover details

Related list hovers

Inline editing

Collabsible sidebar

Floating report headers (for tabular reports only)

Printable list views

Enable/disable things like:

Recent Items, Related List and Lookup Hovers use the record Mini Page Layouts to display info!!

Basically these settings can be enabled/disabled for end -user productivity

Tags

Search

Also set up / enable settings for:

Tab settings (visibility / access to) are set at the profile levelAdmins can set up to 10 search results fields for an entire org! Can also choose up to 10 fi lter fields for

each object

Navigation - UI Settings (3%)Monday, March 16, 2009

4:15 PM



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Company Profile - contains core info about your company

Language, Locale, Time Zone

Licenses

Primary Contact & Address Info

Manage Currency (Multi -currency, Dated exchange rate)

Info that can be updated on the Company Profile:

Std Fiscal Year - follows Gregorian calendar, but can start on first day or any month of the year

Custom Fiscal Year - for companies that break down the fiscal years, quarters and weeks in to custom

fiscal periods based on their financial planning reqs - Once you activate a custom fiscal year, you can't

go back and it must always be manually maintained!

Forecasting can NOT be used with custom fiscal years. Customizable forecasting must be enabled!

Active currencies are located in the Company Profile(Org), User record (Personal Setup) and

Opportunity (Record)

Licenses - EE and UE come with Offl ine and Marketing licenses for all users - PE must purchase these as

needed

Default language - users can override the org default

Default locale - users can override or default (effects date format, i.e. 12/03/09 vs 03/12/09Default time zone - users can override for their own setting

In a multi-currency org, Currency is a required field on all objects in SF and must be considered during

importing and custom object creation!

Accts and associated contacts must use the same default currency

Multi-currency feature must be requested - all orgs are defaulted w/ just one currency

SF.com org ID is used for integration - identifying which org to load data into

Once Advanced Currency Mgmt (allows dated exchange rates) is activated for an org, you cannot

deactivate!

Organization Administration (5%)Tuesday, March 17, 2009

3:37 PM



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A and D!

You NEVER use FLS (Field Level Security) to make a field required!

Profile - a collection of settings and permissions that determines what the user can do with records

they have access to and how they view those records.

Profiles never override your org's sharing model or role hierarchy. For example, the Standard User

profile give s a user access to create, edit and delete leads. However, a user with this profile cannot edit

or delete other users' leads i f your org's sharing model is Read Only for leads!

Page layouts -which page layouts the profile sees

Field Level Security - the FLS access that a profile has to view and edit specific fields (EE/UE)

Custom apps - which ones the profile can view

Tabs - which ones the profile can view

Record types - which ones the profile can view

Login - the hours and IP addresses from which the profile can log in

Admin, general and object permissions

Profile components:

System Admin - "super user" - can customize and admin the application

Standard User - can view, edit and delete thei r own records

Solution Manager - std plus can manage published solutions + can manage solution categories

Marketing User - std plus can import leads for the org

Contract Manager - std plus can edi t, approve, activate and delete contracts

Read Only - can only view records

Standard Profiles - (6) are avail to all SF editions:

Custom Profiles - can have unlimited # for EE and UE"View Al l" (VAR) and "Modify All " are for delegated administrators - can be set at object level for de-

duping, etc.

Field Level History Tracking - can be enabled for: Accts, Contacts, Leads, Cases, Solutions, Contract,

Oppts, ALL Custom Objects (up to 20 fi elds)

When defining field level security, "Visible" = read/write, "Read Only" = read only - overrides the Visi ble

option

Dependent picklists - max of 300 values in controlling picklist; std fields can be controlling fields but not

dependent

Lookup fields / relationships - shows "mini page layout" for that object

Formula fields are always READ ONLY - can't be edited by end user, could be hidden from end user

There's a limit (4,000 char) to formulas, so make them as short as possible

Tab settings - Hiding a tab does not prevent a user from seeing the data - this has to be done via object

permissions!

Remember - FLS is set at Profile level!

Customization(17 %)Monday, March 16, 2009

2:30 PM



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You can customize a related list layout to show up to 10 columns - customize on the edit pay layout

screen

Record types allow you to segment picklists! (define di ff set of picklist values ) (associate to diff page

layouts)

Create of build the record type1.

Assign the record type to one or more profiles2.

Record types - 2 step process:

Record Type is attached to a page layout; when user creates new record, they select the record type and

this determines which page layout displays

Business processes - sales, support, lead and solution are available - allows you to track lifecycles across

different divisions, groups or markets

You must create the business process before creating record types for Lead, Oppt, Case and Solution-If you create an Oppt, Case, Lead or Solution Record Type, you must beforehand create a sales, case,

lead or solution PROCESS. (for leads, you may want to have a dif f sales process and therefore dif f record

type for B2B vs. B2C)

Record types -For tabs that have multiple record types defined, you can look at the Record Type Field

on the page (field must be added to the page layout)

Field Level Security (FLS)-defines users' access to view and edit specific fields in the application

FLS cannot be used to make a field required!

FLS is important b/c it e nforces field access through the data layer; whereas field access enforced

through page layouts only enforces it through the UI layer (enforcing it through the data layer means

it enforces data req @ data level/layer - use for import considerations)

If set as Read Only at Field Level, will be Read Only in the Page Layout

FLS can be set at profile or object level (same - you'll be setting it for each profile)

Regardless of the Page Layout, FLS controls what users can do with which fields (R/W, Read Only,

Hidden)

REVIEW:

What does a profile control? - How a user works with records in an org.

When are formula fields recalculated? - When a record is created, saved or deleted.

Where would you make a field required? - On the page layout

For which objects can you have bus processes? Leads, Oppts, Cases, Solutions

How many fields (columns) can you display on a customizable related list? - 10.

T/F - A checkbox can be a controlling field in a field dependency - True, but not a dependent

field

T/F - You can use a custom lookup field to create a relationship btwn an oppt and contact - True.



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Section starts -p. 104

Org Wide Defaults - sets baseline level of access (only tool to restrictrecord access)

Role Hierarchy - provides overrides to org wide defaults

Sharing Rules- creates more exceptions to org wide defaults - gives you more granular sharingcapabilities

3 Core building block of Security & Access:

Users must be associated with a Profile

Users are usually associated with a Role

User Record = ke y info about user; each has unique username; user logs in wi th username and pw; users

can be active or inactive - an ACTIVE user uses a license.

User - person w/ unique char - based on login credentials, can do certain things

SF has ~1.5 mill ion users

Every username must be unique! Must follow email convention, but doesn't have to be a verifiable

email address

You can have any # of users you want, but only a certain # ofactive users (based on license)

All users must be associated with a Profile

It's a best practice to always associate a user to a role

Some info on user record: email, username, title, dept, address, timezone, locale, provisioned licenses

(marketing, offline and mobile user), login history, etc.

User locale settings override org settings

Record Owner - user (or queue for Cases and Leads) who controls or has rights to that particular datarecord

Record Owner has special privileges: view/edit capabilities; transfer ownership capability; deletion

capabilities

It is possible for a user to own a record and not see it if they don't have the Read Permission on the

object (?) pg. 109 - ask Christian

Profile always wins - whatever permissions a user has in their profile overrides the record

permissions!

SF is an ACCOUNT-CENTRIC platform (whereas most CRM platforms are contact-centric) - means that

the account is the central record - other records are related to it

Owners of records can be diffe rent - access can be granted as you wi sh.

Org OOB is "Open" - you lock down access by using Org Wide Defaults

Org Wide Defaults - define the baseline level of access to data records for all users in the Org. (not

including records owned by the user or inherited via role hierarchy)

Organization Wide Defaults are the onlytool we have for restrictingaccess to records!! - Everything

else is used to override or create exceptions to these restrictions

User's level of access to records will never be more restrictive than the options chosen in Org Wide

Defaults - they are a mi nimum level of access for all users.

"Private" setting means no searching and reporting on records (they won't show up i n search results or

related lists)

Role - Controls the level of visibility that users have to an organization's data; A user may be associated

to one role

Role Hierarchy - Controls data visibil ity; controls record roll up - forecasting and reporting; users inherit

the special privileges of data owned by or shared wi th users below them in the hierarchy; not

necessarily the company's org chart

Access to records rolls up1.

No lateral sharing2.

No intra-role sharing3.

Profile permissions of the superior control access to records owned by the subordinate4.

(see diagram on back of study guide)

4 Rules of Role Hierarchy:

Role based access - allows you to set access at role le vel that allows users to have access to records that

Security & Access ( 13%)Monday, March 16, 2009

2:29 PM



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are associated to Accts they own (le vel of access to Oppts assoc to owned Accts, " Contacts, " Cases

Automated rules that grant access to groups of users (enti ties)

Exceptions to Org Wide Defaults

Irrelevant for Publi c Read/Write Orgs

Levels of access that can be granted = read only, read/wri te

Sharing Rules

Sharing rules open up access whereas org wide defaults restrict access!!

You can have sharing rules for: Lead, Account, Contact, Opportunity, Case, Campaign and Custom

Objects

Granting access to a contact or oppt grants access to the rel ated Account (to view)

A given sharing rule onl y grants one way access

grouping of users, other publ ic groups, roles or roles & subordinatesUsed in sharing rules - for simplifi cation

Also used when def ining access to folders and list vi ews

Public Group -place specified users in one bucket that can share records

granting record access, one-off basis

Owner and anyone above owner in role hi erarchy and admin can manually share records

can click "Sharing" button on record to see who all has access - good for troubleshooting

Manual sharing -

If you have READ access to data, you can see it in a report

Forecasting is driven by role hierarchy, but visibility is not

Used for collaborative sell ing, sharing and reporting purposes

Can be adhoc or use default sales team (defined for user)

Default sales teams may be automatically added to a user's oppts

Who can add a sal es team? Owner, anyone above owne r, or admin

nice advantage is that you can report on sales teams

Team Selling feature must be enabled for org (by admin)

Sales Teams are not available for the Prof Edition

Sales Teams -

Similar to Sales Teams

Acct teams share roles with sales teams on opportunities

Used for collaborative acct mgmt, sharing and reporting

Manually add to accts or set a de fault team to add automatically to your accts

You can build an account team on each account that you own

AccountTeams are not available for the Prof Edition

Account Teams -

Case teams - you can add teams of use rs to cases to enable ful l communication/collaboration on solving

cust issues

Folders - used for organizing email templates, docs, reports and dashboards; Access is def ined as read or

read/write - it's EXPLICIT and does not roll up thru role hierarchy

Email templates

Reports

Dashboards

Documents

4 Kinds of thing you can store in folders: (only 1 type per folder - can't mix docs and dash in 1 folder)

Sidebar search does not search docs, solutions, products and reports but does search assets and cust

objects. Must use doc search to search for docs

Review

What determines a unique user record? - username

What do Org Wide Defaults do? - set baseli ne access to records across and org

(only tool to restrictrecord access)

What does the Role Hierarchy control? - how record access rolls up through an org

(review 4 rules)

How does a Profile differ from a Role? - profile controls howyou work with records,

whereas role controls which records you have access to!

Why are sharing rules used? - when you need to open up access that org

wide def aults and role hierarchy don't provide

When would u choose to build a public group? - When you want to create a sharing rule and

the role hierarchy doesnt grant the needed access

Who can manually share records? - Owner, anyone above owner and adminWhere are Folders used? - Documents, Dashboards, Reports,

Communication & Email templates

Why utilize account teams and sales teams? - For specialized 1 off sharing needs and for

reporting



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Prof Edition - you can buy workflow, but doesn't come with it

Defined trigger criteria based on your bus reqs

Evaluated when a record is created, created/updated, OR when created/updated and didn'tpreviously meet criteria

When trigger criteria is met, workflow actions such as email alerts, tasks, field updates or

outbound (API) msgs are generated

Workflow rule -

Workflow Rules = trigger criteria for performing various workflow actions

Tasks

Email Alerts

Field Updates - can be immediate or time dependent

Outbound Messages

Four Workflow Actions:

Workflow can be triggered upon import

Tasks can be assigned to a user, role, record owner, record creator, sales team role or account team

Tasks cannot be assigned to multiple users in SF!! If you assign a task to a role or team w/ more than

one user, the task will be reassigned to the record owner instead. So best practice is to never assign a

task to a role.

Create workflow tasks before creating the workflow rules that use them

Workflow tasks do show up in activity history; workflow alerts do not

Time dependent workflow - execute time dependent actions before of after any date on the record,

perform a series of actions at various pts in time, use the workflow queue to manage all pending actions

Time Triggers - any time values relevant to the record are used to initiate time dependent action

Are any of the 5 workflow actions with an associated time trigger

Queued whenever a rule is triggeredCan be reused in additional workflow rules as long as object is the same

Are removed from the workflow queue if the corresponding record no longer meets rule

trigger criteria

Are dynamically updated in the workflow queue if the corresponding record field is updated

Time Dependent Action - (ex - 7 days after close date, send out welcome email to new account)

Time dependent workflow

It's not possible to create a time-dependent action associated to a rule with a trigger type of "Every

time the record is created or updated"

You can update parent records when a child field is updated (with rule on child record field update)

REVIEW:

How is a workflow rule triggered?1.

Can you reuse tasks and alerts for multiple worklfow rules?2.

How can we monitor time based workflow?3.

Do existing records that meet the workflow rule criteria trigger the rule?4.

created, created/edited, created/edited and didn't previously meet criteria

Yes - as long as ojbect is the same

"time based workflow monitoring queue"

No.

Workflow (5%)Thursday, March 26, 2009

2:50 PM



10/29

D is the answer to question at the top

Approval proc - an automated bus process that you org can use to approve records in SF

Steps necessary for a record to be approved

Who must approve it at each step (can set up multiple approvers and can make either ALL or

first one to respond for approval)

The actions to take when a record is approved, rejected, or first submitted for approval

An approval process specifies the :

Records that are pending approval are automatically locked by SF (regardless of field level security, etc)

You can skip approval steps based on formula or filter eval criteria

Submitter can recall his approval request at any timeYou can have Assigned and Delegated approvers

You can't auto submit a record for approval - you have to manually click Submit.

Can add "Items to Approve" related list to home page; Add "Approval History" related list to Oppt

layout, etc.

Jump Start Wizard - for simple, one step approval procs

Standard Wizard - for more complex procs and detailes steps/approvers

Any task created (as long as object is the same),whether for workflow or approval proc, can be reused

for other workflows or approval procs!

When you activate an approval proc, you can't add or remove any steps!! - but you can EDIT steps

Parallel approval routing - can send approval requests to multiple approvers in a single step (up to 25)

Workflow Approval Processing ( 3%)Monday, March 16, 2009

2:37 PM



11/29

B is the answer.

REMEMBER - An error message will be displayed to the

user IF the formula evaluates to true. So, the formula

should be written so that the condition that should be

avoided is what is written into the formula!!

Data validation - ensure integrity of data before it's saved in SF

Building data validation rules

Setting the required and/or unique property on custom fields

Features include:

Boolean formula or expression that evaluates the data in one or more fields to either "True" or

"False"

A user defined error msg that displays when the formula returns a value of True

Data validation rules contain:

A user saves a record

Before records are imported

Using the force.com data loader and the force.com api

Data validation rules execute when:

Validation rules run on the server after the user clicks the SAVE button

If an error condition is TRUE, the error message will display

All active validation rules are run each time at save

All objects except forecasts and territories can have data validation enforced

Error condition formula

Error message to display when formula = true

Data validation rules must contain:

EXAM QUESTION = Where can you make a field required? - PAGE LAYOUT!!(even though u can also

do it on custom fields creation)

Universally required property is only available for custom fields - not standard (applied at the data

level, not UI)

Data validation rules are executed for a RECORD, not a field (when the record is saved)

Data val can be enforced for Lead Conversion (if you check the box)

P 190. Al l

REVIEW

All std and custom fields in SF can be set as unique or required using the Property feature

FALS E - only custom fields

T/F - Data validation is enforced during lead conversion - true if u check the box

Data validation rules are enforced when a record is saved or created!

Data Validation ( 3%)Monday, March 16, 2009

2:39 PM



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Easy to use, multi step wizard for importing new accts, contacts, leads, custom objects or

solutions

Can be used for Acct, Contact, Lead , Cust Objects or Solutions updates based on matchingID

Contact and leads may be updated based on matching email address

Cust obects or solutions may be updated based on custom object names, solutions titles, sf

id or external id

CSV file type is required when using the import wizard

Import wizard imports are limited to 50,000 records per session

External ID - flag on any custom field of type Text, Number or Email; Allows customers to use the

record ID from an external system in Import and the API (new "Upsert" call) - Helps to keep 2

systems synchronized!

You can have up to 3 fields per object flagged as External IDs

Import wizard -must load parent objects first if lookup fie lds are included.For loading multiple

record types, must load them as X# of different data loads for each X # of record types.

Records in SF may share the same external ID. If you do an update to that external ID, it will

update ALL of those records.\

Accts and Contacts Import wizards -have built in de-dup functionality (for Accts - de-dup against

Acct Name and Acct Site; For Contacts, de-dup against firstname/last name or email address

Import Wizard -

Application for bulk import or export of data

Use to insert,update, delete, extract or upsert SF records

Can move data into or out ofanySF object

Support for large fi les w/ up to millions of rows

Drag and drop field mapping

Data Loader

Comparison of Data Loader vs. Import Wizards:

Data Loader

Insert, delete, update, extract or upsert

Move data into or out of any SF.com object

Less validation

Import Wizards

Less options

More limited - only Acct,Contact,Lead,Solutions and Cust

objects

Built in de-duplication logic

Use the Data Loader When:

You need to load 50,000 or more records

You need to load into an object that is not yet supported by web-based import wizards

You want to schedule regular data loads, such as nightly imports

You want to save mappings for later use

You want to export your data for backup purposes

Use web-based Import Wizards when:

You are loading fewer than 50,000 records

The object you need to import is an Acct, Contact, Lead, Solution or Cust Object

You want to prevent duplicatesby uploading records according to acct name and site, contact email

address or lead email address

If you're logging in from an IP that's not in the trusted range, you must add a security token (can

request to reset it through the UI)

Connecting to SF via the API (for example, using the Data Loader):

Data Utilities (5%)Saturday, March 28, 2009

2:59 PM



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Mass Update - export records, update (In excel) , import via import wizard

Use data loader to create delete fi le

Use Mass Delete function in UI (Setup - Data Mgmt) - can "soft" (into recycle bin for 30 days) or

"hard" delete

Mass Delete -

Recycle Bin - houses deleted data for 30 days - not counted against storage limit - after 30 days, it's

"hard" deleted and not recoverable

Data storage - all other records

File storage -docs, attachments, SF content

Data Storage - divided into two categories:



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Standard reports - may not be deleted or removed (but folder can be hidden)

Custom report - saved in my personal folder, unfiled public or custom folder, but not Standard Folder.

Can't mix Std and Custom reports in the same folder!

Can't use on dashboards!

Can't attach a chart!

Can enable "floating headers"

Tabular Report - simple l ist of data without subtotals - example = contact mailing list report

Can add chart

Can use in dashboard

Can do sub-groupings

Summary Report - provides listing of data, plus sorting and subtotaling of data - example = report

showing all oppts for curent FQ, grouped by stage

Use for comparing related totals

Similar to pivot table in Excel

Can add chart

Can use in dashboard

Matrix Report - summarizes data in grid against horizontal and vertical criteria; Example - report

showing all oppts for your team for current FQ, subtotaled by stage and owner

3 Report Types:

You can schedule and email reports - specify running user, frequency and start/end dates

Advanced options - And/Or - enables usage of "and", "or" and "not" operators with adv filter criteria -

you can add up to 10 diff fi lter fields on a report

Charts - horizontal bar, vertical bar, line and pie

Relative dates - makes report data relative to the date you run the report

Define CRTs to display results from an object with or without its related objects (i.e. see which

cases were closed with solutions and which were not)

Can be used for exception reporting -allows you to see which accts don't have contact roles

Custom Report Types (CRT)- build framework in report wizard from which users can create and

customize reports

Conditional highlighting - can use for matrix or summary reports

Visual representations of key business info

Show info from multiple reports

Made up of components

Running User determines level of access to the dashboard data (user lower in hierarchy can see

summary data but when they click into the report, they can only see details that they normally

have access to.)

Chart- graphical representation of report results

Table - a listing of the top or bottom records from a report

Metric - a single data value - drawn from the Grand Total of a report

Gauge - a single data value - displayed as a point on a defined spectrum - drawn from Grand

Total of a report

4 Types of Dashboard components -

Set the running user as an Admin if it needs to be a Global Dashboard that needs to show all data

Dashboards

REVIEW

Can you delete a standard report?1.

Analytics (13%)Saturday, March 28, 2009

4:00 PM



15/29

How many custom summary formulas can you have per report?2.

Can you create custom summary formulas based on other custom summary formulas?3.

Can you create summary formulas based on custom formula fields?4.

What is a dashboard comprised of?5.

What is significance of the running user?6.

Answers

No, but you can hide the folder1. 10 per report2.

NO3.

YES4.

Components and a Running User setting5.

Controls data visibi lity at the dashboard(summary) level6.



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Campaign - specific marketing program or marketing tactic; builds awareness and generates leads

Campaign member - Lead or contact, who is associated to the campaign; individual who has responded

to the campaign

Can run standard "Campaign Call Down Report" to display l ist of contacts and leads associated to acampaign

Must have Marketing User "license" checked as permission on user to create, edit and delete campaigns

and configure advanced campaign setup

Marketing users can import leads and use the campaign import wizards if they have the Marketing User

profile

Campaigns are included with EE, UE and Dev and can be purchased for addtl cost with Prof Edition

Prospect that you want to market to

Captures business card info

Individual who has expressed interest in your prod or service

Assigned ownership either manually or via Assignment Rule

Lead - "unqualified interest"

Individual who is associated to an Account (but doesn't have to be) ; may be someone you tried to

sell to in the past, still want to stay in touch with, etc.

Contact - "have an existing relationship with"

Leads and contacts attached to campaigns are considered ROI for campaign

Campaigns generate Leads ->Leads convert to Opportunities->Opportunities are analyzed with

Dashboards and reports

SF automatically maps standard lead fields to standard Account, Contact and Opportunity Fields

For custom lead fields, you can specify how they map to custom account, contact and oppt fields

Marketing ROI - leads created, contacts created, leads converted, oppts created, etc.

Lead Conversion - lead qualification depends on your business process; lead info is mapped to the

appropriate business object (acct, contact, oppt); existing data is checked for de-duping

Opportunities created upon lead conversion contain some default values - no amounts, a close datedefaulted to the last day of the current quarter, and the stage equal to the first value of the stage

picklist

You can de-dup leads one at a time in SF. (e ither when you create it or when you convert it)

Campaigns can be associated with leads, contacts and opportunities

via file (report) - up to 50,000 at one time

Via campaign wizard - up to 250 at one time

You can add members (leads/contacts) to a campaign:

Marketing User Profile - allows users to import leads for entire organization

Marketing User Checkbox on user record - allows users to manage campaigns

Influential campaigns can be attached to Oppts on the Campaign Influence related list (many to many

relationship)

Lead Queue - virtual storage bin to group leads based on criteria (i.e. industry, campaign); leads remainin queue until they're assigned or accepted by users

Only 1 lead assignment rule can be active at a given time - but each rule can have multiple

criteria

Criteria are evaluated in the order in which they appear in the list, so you should prioritize your

criteria within your rules (so start with most specific criteria at top, then get more generic)

Lead Assignment rule - determines how leads are automatically assigned to users or a queue; contains

rule entries, pre-defined business rules that determine lead routing

Auto-response rule - (allow you to customize communication that goes back to a web Lead) - can

contain rule entries to determine which email template and what content to send to leads generated via

web-to-lead

Marketing Administration (5%)Sunday, March 29, 2009

1:43 PM



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Daily limit of 1,000 mass emails for an org

All emails sent to leads as a result of auto-reponse rule wi ll be tracked on the activity history on the lead

Queues - you can use queues on LEADS, CASES and CUSTOM OBJECTS!

On Lead record page - can click "find dupl icates" to view similar records and select 2-3 to merge.

Stage - will always be the first stage of the record type

Close date -populated with last day of current fiscal quarter

When converting a Lead to an Oppt, 2 fields are automatically populated:

ROI = (Total Value of won Opportunities - Actual Cost) / Actual Cost

KNOW THIS! Formula for ROI used in ROI analysis report (for campaigns):

REVIEW:

Can end user import members into a campaign?1.

Can you market to new and existing leads within the same campaign?2.

How do leads get routed within the app?3.

What happens when a Lead is converted?4.

What's the easiest way to calculate the ROI on a given campaign?5.

If your Marketing team needed to add 10,000 existing leads to a campaign at one time, what would be

the best way to do this?

6.

Only if they have import leads permission or Marketing User profile1.

Yes, both2.

Via Assignment rules and queues3.

Appropriate contact, oppt and/ or Accounts are created (and std fields are mapped and cust fields are

mapped if you set that up)

4.

Run the std Campaign ROI Analysis report -5.

ROI = (Total value of won Oppts - Actual Cost) / Actual Cost

Run a lead report, then click "add to campaign"6.



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a logged issue or problem

Manually entered from a phone call or email

Automatically created from an email ("Email -to-case")

Web-to-case

Create a case functionality in Connect for Outlook

Automatically captured:

Cases are:

May be assigned manually or automatically via Assignment rules

Associated to contacts and accounts

Case

Case queues and assignment rules -very similar to lead queues and assignment rules (except cases have

addtl Outlook functionality)

Only 1 case assignment rule can be active at one time - each rule can contain multiple criteria (25)

Web-to-case: cust can submit queries online; can generate up to 500 new cases a day

Email-to-case: automatically create a case when email is sent t a certain address

Auto-response rules: determines which email templates to send to cases generated via web

Escalation rule - automatically escalates an unresolved case within a certain period of time (age over)Modification of a fieldon a case is the only thing that stops the clock (for escalation rules - if it's set to

"disable after first modified" or based on last modification time of the case

Business hours -set the org' hours of operation; Escalation rules use business hours to determine when

to escalate a Case. Can include bus hours in multiple time zones; can associate cases to specific time

zones

Business hours - no limit to number of sets of business hours an org can have

Early triggers - setting for an entire org - enables case escalation to get expedited to previous quarter

hour run

Each escalation rule has entry criteria (multiple) and up to 5 escalation actions per entry

answer to common question or problem

Enables customer support users to get up to speed quickly

Enables support teams to answer questions quickly and consistently

Customers search for and browse published solutions to self assist

Content-rich solutions can be included (rich text and images)

Solution -

Solutions may be associated to one or more categories

Categories make up a solution category tree structure

Category = mechanism to organize Solutions

SelfServicePortal users can close a case and provide feedback after reviewing a suggested solution

Word frequency in all solutionsWord frequency in similar cases with related solutions

Word similarities to self -closed cases and solutions rated useful by self-service users

Solutions displayed are displayed based on a formula that looks at these variables:

Suggested solutions can be enabled for: Cases tab, Self Service Portal, Case auto-response rules

and emails

Suggested solutions - displays up to 10 relevant solutions that may help users and customers solve their

case from the case detail page or Self-service portal

REVIEW:

Self Service portal - OOB portal available in Prof, EE and UE - exposes part of case and solution object to

end-user; (can designate certain contacts with access to this) - Basically a trouble-ticket system

Customer portal - For PURCHASE; basically enriched version of the SelfServicePortal - can do more

Service & Support Administration (5%)Sunday, March 29, 2009

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branding, etc.

Call Center Edition - OOB. Integrates SF with 3rd party computer telephony integration systems (CTI) -

uses SF SoftPhone, includes VRU pop-up and call center reporting

What objects are cases related to?1.

Does sending an email to a customer from the Case reset the case escalation?2.

Why would we use Early Triggers?3.

ANSWERS

Solutions, Accounts, Contacts1.

No - must modify a field on the case record - not something in a related list2.

To meet a customer SLA limit3.



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The Console - a tab that combines list view and related records into one screen w/ diff frames

Sys admin creates the page layouts (selects which obj will be avail in li st view, and what will display in

mini view) used in the console tab and assigns them to Profiles.

Combines data from a number of different records into 1 screen - increases end user productivity, as

they don't have to switch back and forth between records

Detail view = center frame - detail view of any selected record

Console layout - objects chosen by an admin to display in the l ist view (top of console)

Admin chooses related objects to show in the mini console view on the right (mini page layouts are

used to display those). You can only choose objects with a lookup relationship on the primary object.

Mini page layouts are used to display those objects

Mini page layouts - inhereit record type and profile associations, related lists, fields and field access

settings from their associated page layout

Step 1: Create consol layouts - what objects do I want to see?

Step 2: Choose related objects for console mini view - what related objects (to step 1 objects) do I want

to see?

Step 3: Define mini page layouts - what fields on the related record do I want to see?

Step 4: Assign profiles - you can only have 1 console layout per profile!

You cannot create a new list view from the console.

REVIEW

T/F - SF console displays list views that were previously created on the object tabs

T/F - The consoles center frame is the detail page view of any record selected from any of the console's

other framesT/F - The mini view does not display if the record in the detail view doesn't have any related objects.

ANSWERS: T, T, T

Salesforce Console (2%)Monday, March 30, 2009

10:22 AM



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Custom Object - Allows you to capture additional info based on your bus requirements; enables you to

build custom apps. Can create up to 200 custom objects in EE and UE; up to 100 in Prof Edition

Custom Tab - Can have up to 25 in EE and UE

Custom object security can be controlled using org wide defaultsCustom objects are searchable through the sidebar or adv search page only after you attach them to a

custom tab!

Custom objects - support sharing, field history tracking, queues (like leads and cases)

One to many = Account to opportunities

Many to many - ex = cases to solutions

Standard Business object relationship type:

Child automatically deleted when parent is deleted

Sharing inherited from parent

Lookup field on child is always required

Reporting: both parent and child fields are available

Master/Detail - can have up to 2

Child not automatically deleted when parent is

25 total lookup relationships allowed

Lookup field on child isn't necessarily required

Reporting: only child fields available

Lookup - can have up to 25

Can have up to 25 total (23 lookup, 2 master detail relationships!)

Custom Object relationship type:

KNOW for TEST: A custom object can NEVER be the master or a standard object!!

(custom object can be a master of a custom object; std object can be master of a custom object )

Many to many - junction objects allow many to many relationships - Junction objects can now have

Master/Detail relationships with 2 objects; Junction objects can't have child objects and can't beimported via import wizard.

List views on tabs

Allows record to display in recent items list

Allows you to search for and display search results for records of that object

Pros of adding tab to custom object -gives you extra functionality: (up to 25 in EE, 10 in Prof)

Can use in workflow - ex: Roll up summary field on Acct that has aggregate of Total Oppt Amt

(could trigger workflow once you hit a certain amt)

Can use for Accts & Oppts, or Oppts and Oppt Products; Otherwise needs to be a Master Detail

relationship on the objects

Calculated AFTER workflow is run on child

Can take up to 30 minutes to recalculate

Roll up summary fields - custom field type that aggregates child record info onto a parent record.

Web Tab - can create a web tab to display external web resources (email, intranet, travel site, etc)

Custom App - logical grouping of tabs; Enterprise can have up to 10 custom apps

REVIEW:

T/F - Custom Objects have the same sharing capabilities as Standard Objects1.

Which type of relationship would you create if you wanted the child record to be deleted if the parent

record is deleted?

2.

What type of relationship must exist to create a roll up summary field? Either master detail or Acct-

oppt, oppt -oppt product

3.

Custom Objects, Applications & Tabs (7%) [Extending SF- p.293]Monday, March 30, 2009

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True1.

Master-Detail2.

Master-Detail and children must be custom object, or you could leverage the Acct-Oppt or Oppt-Oppt

Product relationship

3.



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Website owned and operated by SF.com

Custom apps

Dashboards

Documents, profiles,

S-controls

Components

Enables partners and customers to download and install:

Public and private sharing

Free to post and download (some partners may charge for their services)

AppExchange:

Allow developers to alert you when a new version is available

Profile settings are editable but not upgradeable - you'll have to update them after upgrading (for

any cust objects included in upgrade)

Managed package

"Components" = fields, objects, etc. that can come w/ a managed or unmanaged package

REVIEW:

How many apps can you install?1.

Can you uninstall an AppExchange application once it has been deployed?2.

How are my existing security settings impacted by newly installed apps?3.

ANSWERS:

Group - 1a.

Prof -5b.

Enterprise - 10c.Unlimited -unlimitedd.

Developer - 10e.

Depends on edition:1.

YES2.

You have a choice of options for determining who in your org will see the app. Your users wont see

custom objects until you choose to deploy them but reports and dashboards will be visible to everyone

unless you customize the security settings for those folders.

3.

Force.com AppExchange (2%)Monday, March 30, 2009

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Task is assigned to 1 person, can have due date, priority and status (default subjects are: call,

email, send letter, send quote, others)

Event - can invite others, has start/end date and location, can be "all day" , can be recurring

Compare and contrast Tasks and Events

Manage Public Calendars and ResourcesAvailable in: Professional, Enterprise, Unlimited, and DeveloperEditions

User Permissions Needed

To manage public calendars: "Customize Application"

To manage resource calendars: "Customize Application"

In contrast to users individual calendars, public and resource calendars are for managing group activitiesor shared resources.Using public calendars, a group of people can track events of interest to all of them (such as marketing

events, product releases, or training classes) or schedule a common activity (such as a team vacationcalendar). For example, your marketing team can set up an events calendar to show upcoming marketingevents to the entire sales and marketing organization.With resource calendars, multiple people can coordinate their usage of a shared resource such as aconference room or overhead projector.To display a list of the currently-defined public and resource calendars, c lick Setup | Customize |Activities | Public Calendars & Resources.

From the list page, you can perform the following tasks:To view the properties of a calendar, click its name in the list.

To edit calendar properties, click Edit.

To create a new public calendar or resource:

Click New.

Give the calendar or resource a name, and check Active.

Click Save.

To make the new calendar or resource available to others, click Sharing. Add the public groups, roles, orusers with whom you want to share the calendar.

In Calendar Access, specify how to share the calendar by selecting one of the following:

Sharing ModelResultsHide DetailsOthers can see whether given times are available, but cannot see any other information about the natureof events in the calendar.Hide Details and Add EventsOthers can see whether given times are available, but cannot see details of events. Other users caninsert events in the calendar.Show DetailsOthers can see detailed information about events in the calendar.

Show Details and Add EventsOthers can see detailed information about events in the calendar and can insert events in the calendar.Full AccessOthers can see detailed information about events in the calendar, insert events in the calendar, and editexisting events in the calendar.

Users need the appropriate "Read" permission to see the related record of any activity . For example, anevent invitee who does not have "Read" permission on cases will not be able to view the case associatedwith the event.

Identify and describe the Activity SettingsOn the Activity Settings page at Setup | Customize | Activities | Activity Settings, you canturn the following settings on or off for your organization:Enable Group Tasks

Activity (2%)Monday, March 30, 2009

1:10 PM

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Enable Sidebar Calendar Shortcut

Enable Creation of Recurring Events

Enable Activity Reminders

Enable Spell Checker on Tasks and Events

Enable Email Tracking

Show Event Details on Multi-User Calendar View

Enable Multiday EventsEnable Group TasksOn by default for all Editions. When selected, this checkbox allows users to assign independentcopies of a new task to multiple users. For more information, see Creating Group Tasks.Enable Sidebar Calendar Shortcut

Available in all Editions. Select this checkbox to display a shortcut link to a user's last usedcalendar view in the sidebar:

. In the sidebar, the calendar shortcut displays above the Recent Items component. For moreinformation on the sidebar, seeAbout the Sidebar.Enable Creation of Recurring Events

Available in all Editions. Select this checkbox to allow users to create events that repeat atspecified intervals. For more information, see Creating Recurring Events.Enable Activity Reminders

Available in all Editions. Select this checkbox to enable activity reminders for your organization.

Salesforce can display popup reminders for upcoming tasks and events. Reminders notify theactivity assignee of an upcoming task or event. The reminder displays in a small browser popupwindow when the activity assignee is logged in to Salesforce. When a user logs in, anyreminders that have not been dismissed and reminders scheduled to occur since the last timethe user logged out are shown in the reminder window.If you disable reminders, users will not be reminded of tasks or events that have reminders set,they will no longer be able to add new reminders, and they will not be able to configure defaultreminders. Existing settings and reminders on tasks and events will be retained if you later re-enable reminders.For more information, see Setting Reminders on Activities.Enable Spell Checker on Tasks and Events

Available in all Editions. Select this checkbox to enable the Check Spelling button when userscreate or edit tasks or events. The spell checker analyzes the Description field on events

and the Comments field on tasks. Spell checker does not support all the languages thatSalesforce supports. For example, Thai, Russian, and double-byte languages, such asJapanese, Korean, or Chinese, are not supported.Enable Email Tracking

Available in Group, Professional, Enterprise, Unlimited, and Developer Editions. OutboundHTML emails are tracked by default if your organization uses HTML email templates.You canselect or deselect this checkbox to control email tracking. If you disable email tracking, emailtracking information for your organization is no longer stored. However, the HTML Email Statusrelated list remains on page layouts and email tracking reports remain on the Reports tab.Show Event Details on Multi-User Calendar View

Available in Professional, Enterprise, Unlimited, and Developer Editions. If your organization-wide calendar sharing includes Show Details or if you are the manager of another user in the

role hierarchy, group calendar views typically display the details of users' events when youhover your mouse over the "busy" areas of the calendar. When you select the Show Event

Details on Multi-User Calendar View checkbox, event details display on-screenrather than in mouse over text. This setting applies to daily, weekly, and monthly group calendarviews for all users. Group calendar views include multi-user calendar views and public resourcecalendars. Note

Enabling this setting does not override calendar sharing. If a user's calendar details are notvisible to other users because of calendar sharing or the user's position in the role hierarchy,this setting respects that lack of visibility.

https://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#CalShortcutPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#RecEventPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#RemindPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#SpellCheckPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#TrackEmailPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#EventDetailPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#EnableMultidayEventshttps://na6.salesforce.com/help/doc/en/activities_multi_user_tasks.htmhttps://na6.salesforce.com/help/doc/en/home_sidebar.htmhttps://na6.salesforce.com/help/doc/en/activities_creating_recurring_events.htmhttps://na6.salesforce.com/help/doc/en/activities_setting_reminders.htmhttps://na6.salesforce.com/help/doc/en/email_track.htmhttps://na6.salesforce.com/help/doc/en/email_track.htmhttps://na6.salesforce.com/help/doc/en/activities_setting_reminders.htmhttps://na6.salesforce.com/help/doc/en/activities_creating_recurring_events.htmhttps://na6.salesforce.com/help/doc/en/home_sidebar.htmhttps://na6.salesforce.com/help/doc/en/activities_multi_user_tasks.htmhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#EnableMultidayEventshttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#EventDetailPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#TrackEmailPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#SpellCheckPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#RemindPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#RecEventPrefhttps://na6.salesforce.com/help/doc/en/customizeactivities_calendar.htm#CalShortcutPref


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Enable Multiday EventsAvailable and enabled by default in all Editions. When this checkbox is selected, Salesforcesupports events that end more than one day (24 hours) after they start. For information oncreating multiday events, see Creating Events. For information on creating multiday eventsusing the API, see the Force.com Web Services API Developer's Guide. Version 13 and later ofthe API is required.

Describe the capabilities of Multiday Events (see above) - Multi day events can last up to 14 days

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Territory Mgmt -Available in: Enterprise, Unlimited, and DeveloperEditions

Territory management is an account sharing system that grants access to accounts based onthe characteristics of the accounts. It enables your company to structure your Salesforce dataand users the same way you structure your sales territories. Particularly if your organization hasa private sharing model, you may need to grant users access to accounts based on criteria suchas zip code, industry, revenue, or a custom field that is relevant to your business. You may alsoneed to generate forecasts for these diverse categories of accounts. Territory managementsolves these business needs and provides a powerful solution for structuring your users,accounts, and their associated contacts, opportunities, and cases.

Account ownership and its effect on record sharing remains valid and unchanged when territorymanagement is in use.

Territory management is not enabled by default in Salesforce. To request territory

management for your organization, contact salesforce.com.You must meet the following prerequisites before enabling territory management:Your organization must be using customizable forecasting in order to enable territorymanagement.

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.Territory management only affects accounts and the standard objects that have a

master-detail relationship to accounts. For example, opportunities are included interritory management but leads and activities are not.What is a Territory?

A territory is a flexible collection of accounts and users where the users have at least readaccess to the accounts, regardless of who owns the account. By configuring territory settings,users in a territory can be granted read, read/write, or owner-like access (that is, the ability toview, edit, transfer, and delete records) to the accounts in that territory. Both accounts andusers can exist in multiple territories. You can manually add accounts to territories, or you candefine account assignment rules that assign accounts to territories for you.Not only can you control access to accounts for users in each territory, you can also controlusers' access to the opportunities and cases associated with the accounts in the territory,regardless of who owns the records. For more information, see Territory Fields.What is a Territory Hierarchy?

Territories exist in a hierarchy which you can set up with as many nested levels as you wish. Forexample, you could create a top-level territory named "Worldwide Sales" that has the childterritories "North America," "Europe/Middle East," "Latin America," "Africa," and "Asia/Australia.""North America" might have the child territories "Canada" and "United States." "United States"might have the child territories "Western," "Central," "Southern," and "Eastern." Finally,"Western" might have the child territories "California," "Oregon," "Washington," "Nevada,""Arizona," and "Utah." To see an example, view this example territory hierarchy graphic.Note that territory hierarchies do not have to be focused on geography; they can be definedhowever you like. For more information, see Building Your Territory Hierarchy.How Do Territories Affect Forecasting?When you enable territory management for your organization, your forecast data is derived fromthe opportunities that are associated with the accounts in your territories. Users will have a

Territory Mgmt, Client Mgmt, Adv Currency Mgmt

Advanced Configuration Options (5%)Monday, March 30, 2009

1:04 PM

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different forecast for each territory to which they are assigned. For example, if you are assignedto both "California" and "Arizona," you will have one forecast for the opportunities you have in"California," and another forecast for the opportunities you have in "Arizona." See ViewingCustomizable Forecasts.

About Advanced Currency ManagementAvailable in: Group, Professional, Enterprise, Unlimited, and DeveloperEditions

User Permissions Needed

To enable advanced currency management: "Customize Application"

To view currencies: "View Setup and Configuration"

To change currencies: "Customize Application"

Advanced Currency Management allows you to manage dated exchange rates withinopportunities using Salesforce. Dated exchange rates allow you to map a conversion rate to aspecific date range. For example, the exchange rate on January 1 was 1 USD to 1.39 AUD, buton February 1, it changed to 1 USD to 1.42 AUD. Your opportunities that closed betweenJanuary 1 and February 1 use the first exchange rate (1 = 1.39), while opportunities that closedafter February 1 used the second exchange rate (1 = 1.42).Dated exchange rates are defined using a start date and a conversion rate. Each rate is in effectuntil either the end of time or the day before the next start date for that currency. The timebetween on start date and the next start date is called the exchange rate date range. Theseranges can be as small as a day and as large as all of time.To enable or disable advanced currency management, see Enabling or Disabling AdvancedCurrency Management.When advanced currency management is first enabled, your existing exchange ratesautomatically become the first set of dated exchange rates. These rates will be valid for all time,until you define another set of exchange rates. For more information, seeEditing DatedExchange Rates.If you disable advanced currency management, all currency conversions will use the staticconversion rate. See Editing Conversion Rates.Advanced Currency Management Considerations

Dated exchange rates are used for opportunities, opportunity products, opportunity productschedules, campaign opportunity fields, and reports related to these objects and fields. Datedexchange rates are not used in forecasting, currency fields in other objects, or currency fields inother types of reports.

If you enable advanced currency management, you cannot create roll-up summary fields thatcalculate currency on the opportunity object. All existing currency-related roll-up summary fieldson the opportunity object will be disabled and their values will no longer be calculated. If yourorganization enables advanced currency management, you should delete any currency roll-upsummary fields using opportunities and accounts or opportunities and custom objects.

Campaign opportunity fields use dated exchange rates when calculating the amount in thecampaign currency, but are not used when converting those amounts to the user currency.

Cross-object formulas always use the static conversion rate for currency conversion.

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When transferring an account from one user to another, whichof the following options are selectable? (selectallthat apply)

A. Transfer closed cases

(your answer)

B. Transfer closed

opportunities (your

answer)

C. Transfer open activities (no)

D. Transfer closed activities

(no)

The system administrator has created a new

custom object and application. This individual

now needs to populate the new object with 1000

records, which are formatted in a CSV fi le. The

Import Wizard (Data Management --> Import

Custom Objects) is appropriate for this task.

ANSWER: TRUE -

The Import Custom Object wizard will

import up to 50k records. Mass transferof custom objects, however, is not

possible.

Other things to know:

List the standard profiles

Login hours and IP restrictions -set org wide or at user level?

Time dependent workflow will NOT work with the "every time a record is created or edited" evaluation

criterion.

To enable Advanced Currency Mgmt for an org, an admin must ENABLE MULTIPLE CURRENCIES (don't

need to request from SF.com!)

ReviewTuesday, March 17, 2009

4:41 PM