SG_CertifiedAdvAdmin

STUDY GUIDE 0

Salesforce.com Certified Advanced Administrator

Study Guide Summer ’11

Salesforce.com Certified Advanced Administrator – Study Guide

TRAINING & CERTIFICATION 1

Contents

ABOUT THE SALESFORCE.COM CERTIFIED ADVANCED ADMINISTRATOR PROGRAM ....................................................................... 2

SECTION 1. PURPOSE OF THIS STUDY GUIDE .............................................................................................................................................. 2

SECTION 2. AUDIENCE DESCRIPTION: SALESFORCE.COM CERTIFIED ADVANCED ADMINISTRATOR ............................................... 2

SECTION 3. ABOUT THE EXAM ...................................................................................................................................................................... 3

SECTION 4. RECOMMENDED TRAINING AND REFERENCES .................................................................................................................... 3

SECTION 5. EXAM OUTLINE ........................................................................................................................................................................... 4

SECTION 6. SAMPLE EXAM QUESTIONS ...................................................................................................................................................... 6

SECTION 7. ANSWERS TO SAMPLE EXAM QUESTIONS ............................................................................................................................ 7

SECTION 8. MAINTAINING A CERTIFICATION .............................................................................................................................................. 7

SECTION 9. SUPPLEMENTAL STUDY MATERIAL ........................................................................................................................................... 8



About the Salesforce.com Certified Advanced Administrator Program The Salesforce.com Certified Advanced Administrator program is designed for individuals who have

expertise as a seasoned Salesforce CRM administrator. The program encompasses the breadth of CRM

applications, the features and functions available to an end user, and the advanced configuration,

management, and application extending options available to an administrator across the Sales, Service, and

Collaboration Clouds.

The first credential in the program is the Salesforce.com Certified Administrator. This credential focuses on

the features and functionality used to maintain a Salesforce implementation. The second level in the

program is the Salesforce.com Certified Advanced Administrator. This credential is targeted towards the

Salesforce.com Certified Administrator who has mastered Salesforce configuration maintenance, can

demonstrate an understanding of administration best practices, and is able to use the advanced features and

functionality to solve a variety of business problems.

Section 1. Purpose of this Study Guide This study guide is designed to help you evaluate if you are ready to successfully complete the

Salesforce.com Certified Advanced Administrator exam. This guide provides information about the target

audience for the certification program, the recommended training and documentation, and a complete list of

exam objectives—all with the intent of helping you achieve a passing score. Salesforce.com highly

recommends a combination of on-the-job experience, course attendance, and self-study to maximize your

chances of passing the exam.

Section 2. Audience Description: Salesforce.com Certified Advanced Administrator The Salesforce.com Certified Advanced Administrator exam is intended for an individual who has

experience performing as a Salesforce CRM administrator, including practical application of the skills and

concepts noted in the exam outline below. The candidate is a Salesforce.com Certified Administrator and

has successfully completed the Advanced Administration course (ADM 301) from salesforce.com or an

Authorized Training Center or possesses the equivalent experience and knowledge. The candidate also has

invested time in studying the materials from this course and the additional required study materials

provided by salesforce.com.

The candidate may administer only a few of the Salesforce CRM applications, but should have a broad

knowledge of the full application family, the features/functions available to an end user, and the

configuration and management options available to an administrator across the Sales Force Automation,

Marketing, Call Center, Communities, and Content applications. The candidate should be capable of

performing administration functions, using Salesforce CRM features as described in the exam objectives,

and identifying appropriate solutions to specific business challenges/process requirements by applying

his/her knowledge of the features in the current version of Salesforce CRM applications.

The candidate should be able to perform the tasks outlined in the exam objectives successfully. These

include (but are not limited to) the administrative features, problem-solving areas, and Force.com platform

capabilities listed below.

The candidate should be able to:

Set up and configure Salesforce CRM Ideas and Salesforce CRM Content

Create and optimize custom buttons and complex formulas, including those that span the

Force.com data model

Set up, deploy, and maintain security and access capabilities, including the sharing model,

Lockout features, forensic investigation options, delegated administration, territory management,

role hierarchy, record types, and page layouts



Implement business processes using workflows, approvals, and formulas

Manage data using advanced filtering techniques, the Force.com data loader, and de-duplication

capabilities; use validation rules, custom lookup fields, record types, and page layouts to maintain

data quality

Manage storage usage

List capabilities of and configure properties of Force.com Connect for Microsoft Office,

Force.com Connect for Lotus Notes, and Connect Offline

Recognize, set up, and configure use cases of the Force.com sandbox

The candidate should be able to describe the capabilities of:

The Force.com platform, including suitable custom applications to be developed using the

platform and globalization features

Data quality management reports, adoption metrics and dashboards, custom report types, and

data audits

Force.com code (Apex), dynamic approvals, and related use cases

Force.com pages (Visualforce) and related use cases, button overrides, and Mass Action List

buttons on related lists

The Web Services API and Metadata API, integration capabilities, and custom links

Development as a service (DaaS)/cloud computing

The exam references tasks performed in Salesforce CRM applications and on the Force.com platform,

including the data loader, applications from the AppExchange, Force.com Connect for Microsoft Office,

Force.com Connect for Lotus Notes, and Connect Offline.

The exam focuses on the administrative features/functions of Salesforce CRM applications and an

understanding of the Force.com platform. There is no expectation that the candidate will be able to write

Force.com code (Apex) or Force.com pages (Visualforce) or controllers or use the Web Services API or

Metadata API to create new integrations with other systems to complete this exam successfully.

Section 3. About the Exam The Salesforce.com Certified Advanced Administrator exam has the following characteristics:

Content: 60 multiple-choice/multiple-select questions

Time allotted to complete the exam: 90 minutes

Passing score: 67 percent

References: No hard-copy or online materials may be referenced during the exam

Prerequisites: Current status as a Salesforce.com Certified Administrator; course attendance highly

recommended

Section 4. Recommended Training and References Salesforce.com Training and Certification recommends the following as preparation for this exam:

Advanced Administration (ADM 301). To register, go to: http://www.salesforce.com/training.

http://www.salesforce.com/training



To prepare for the Salesforce.com Certified Advanced Administrator exam, take the Advanced

Administration (ADM 301) course and study the material in the student manuals and the supplemental

materials included in this guide. These materials are the primary sources for the exam questions.

Note that many of the exam questions are scenario-based and rely on a candidate’s experience and ability to

combine features and concepts to determine the best solution or correct answer to the question. As a

candidate prepares for the exam, she or he should consider how the features and capabilities listed in the

exam objectives are used in combination to solve particular business problems.

Section 5. Exam Outline The Salesforce.com Certified Advanced Administrator exam measures a candidate’s knowledge and skills

related to the objectives listed below. A candidate should have hands-on experience administering

Salesforce CRM and have demonstrated the application of each of the features/functions below.

Objective Weighting

Software as a Service (SaaS) 8%

Describe how to use Salesforce CRM applications for internal initiatives

Describe the capabilities of Salesforce CRM Ideas

Set up and configure Salesforce CRM Ideas

Submit an idea to Ideas

Identify where to go to stay current on new release information

List the various aspects of the Salesforce.com Community

Describe the capabilities of Salesforce CRM Content

Set up and configure Salesforce CRM Content

Force.com (Platform as a Service) 8%

Describe the Force.com platform

Describe the cloud computing model

Evaluate if the Force.com platform is suitable for an application based on a specific set of business

requirements

Describe possible enhancements to a Force.com application

Identify potential features to assist in implementing Salesforce CRM globally

Use Salesforce CRM localization application functionality

Application Essentials 10%

Create a Force.com data model (objects, fields, relationships) for a given set of requirements

Create and optimize complex formulas

Use formula-based rules that span the relational data model

Describe use cases for creating a custom button

Create a custom button

Security and Access 13%

Analyze use cases of the Salesforce CRM sharing model

Describe how to use profiles to prevent users from logging in to the system during maintenance

periods

Discuss the use cases in which a forensic investigation might need to take place

Describe the steps involved in a sharing model update process

Set up, deploy, and maintain the Delegated Administration functionality

Describe the use cases for Delegated Administration

Describe the effect of implementing Territory Management

Compare and contrast Territory Management and Role Hierarchy

Set up and configure Territory Management



Describe how to implement record types and page layouts

Implementing Business Processes 12%

Create workflows, approvals, and formulas to implement processes from management mandates

Compare and contrast the ways of using Salesforce CRM to automate business processes

Create a workflow rule with time-dependent actions

List the order in which automation features trigger when a user saves a record

Describe methods for troubleshooting automation

List and describe the functions of the Process Visualizer

Managing Data 12%

Retrieve data via reports by using advanced filtering techniques

Export data using the Data Loader and SOQL

Define “dirty data”

Correct inaccurate data within Salesforce CRM

De-duplicate data from Salesforce CRM

Describe how quality data is enforced while entering it into the system by creating validation rules

Describe how to use custom lookup fields and workflow field updates to maintain data quality

Describe how to use custom record types and page layouts to maintain data quality

Describe proactive measures to maintain effective storage usage

Analytics & Reporting 7%

Build reports to monitor data quality

Install and customize the Salesforce Adoption Dashboards from the AppExchange

Describe the data available on the Adoption Dashboards

Identify ways to audit data in an org

Create complex reports using custom report types

Force.com Code (Apex) 5%

Define Force.com code

Describe the capabilities of Force.com code

Describe the use cases of when to use Force.com code

Describe how to use Force.com code to create Dynamic Approvals

Force.com Pages (Visualforce) 7%

Define Force.com pages

Define Force.com controllers

Describe the capabilities of Force.com

Set up basic URL integrations

Describe the use of button overrides

Create mass action list buttons on related lists to modify records en masse

Integrations 13%

Define the Web Services API

Describe the capabilities of the Web Services API

List the commonly used API calls

Describe the capabilities of the Metadata API

Define Web Applications and Web Controls

Use custom links to let reps link internally to other Salesforce CRM pages and to external websites

Describe integration options that promote adoption

Define the different methods of integrating a public website with Salesforce

Describe the capabilities of Salesforce Connect for Microsoft Office

Create and upload mail-merge templates using Salesforce Connect for Microsoft Office

Describe the capabilities of Salesforce Connect for Lotus Notes



Describe the capabilities of Salesforce Offline

Set up and configure Salesforce Offline

Sandbox & Development as a Service (DaaS) 5%

Define DaaS

Describe the use cases of the Force.com Sandbox

Set up and configure the Force.com Sandbox

Section 6. Sample Exam Questions The following questions are representative of those on the Salesforce.com Certified Advanced

Administrator exam. These questions are not designed to test your readiness to successfully complete the

certification exam, but should be used to become familiar with the types of questions on the exam. The

actual exam questions may be more or less difficult than this set of questions.

1. An administrator notices there are too many duplicate records, numerous sharing rules, and a large

number of manually shared records.

Which situation may this be a symptom of?

A. A role hierarchy that has too few roles.

B. A sharing model that is too public.

C. A sharing model that is too private.

D. Object permissions on profiles that are too restrictive.

2. In Salesforce territory management, which statement describes how a territory hierarchy is different

from a role hierarchy?

A. A territory hierarchy grants login access to all users in a territory.

B. A territory hierarchy supports assigning users to multiple territories.

C. A territory hierarchy automatically assigns users to sales teams in the territory.

D. A territory hierarchy gives users in a territory full edit access to all accounts in that territory.

3. An administrator wrote a field update action for a workflow rule on a field that is hidden via field-level

security.

When the workflow rule triggers, what happens to the data in the hidden field?

A. The field will fail to update and remain in its original state.

B. The field is updated, even though it is hidden.

C. The field will only update if the rule was triggered by a time-based trigger.

D. The field will only update if the user has ―Modify All Data‖ enabled in the profile.

4. A developer would like to create a mashup to display a contact’s location using Google Maps.

Which of the following is not a necessary step in developing this mashup?

A. Deciding on the parameters needed for submission.

B. Creating an S-control to pass the URL to Google Maps.

C. Creating a URL with merge fields to pass to Google Maps.

D. Coding the HTML/JavaScript in an S-control to retrieve the results.



5. Universal Containers would like to track bugs within Salesforce. They need to track the bug’s severity

and type as well as its status and description. Bugs should be related to cases, but the bug’s owner will

be different than the owner of the case. How can the Universal Containers administrator meet these

requirements?

A. Create a section on the case page layout.

B. Create a field on cases.

C. Create a custom object for bugs and relate it to cases.

D. Create a relationship between the standard bug object and the standard case object.

5. Universal Containers currently uses the standard Salesforce CRM product and pricebook objects.

Is it possible for Universal Containers to publish product and pricebook information to its corporate

website so customers in different regions see the correct product catalog with prices in the local

currency?

A. Yes, with the Customer Portal.

B. No, it is not possible to present multicurrency data.

C. Yes, by building a custom integration following the X-to-Web design pattern.

D. No, it is not possible to present data stored in standard objects other than cases and solutions to a

website.

Section 7. Answers to Sample Exam Questions 1. C

2. B

3. B

4. D

5. C

6. C

Section 8. Maintaining a Certification Successful completion of online, release-specific Salesforce.com Certified Administrator exams is required

to maintain the pre-requisite to the Salesforce.com Certified Advanced Administrator credential. Release

exams are published three times a year for each of the Salesforce.com product releases throughout the year.

Successful maintenance of the pre-requisite credential, Salesforce.com Certified Administrator, is required

to maintain this credential. An annual maintenance fee of $100 will be charged when registering for every

third release exam, based on when the pre-requisite credential was earned. The maintenance fee includes

the three release exams and access to the supporting training material. Salesforce.com Certified

professionals will be notified automatically when new release training material and exams become

available.



Section 9. Supplemental Study Material The following information is drawn from Help & Training in Salesforce CRM and is provided as

supplemental study material. Note that this material is complementary to the ADM 301 Advanced

Administration course and does not cover the same material. In preparing for the Salesforce.com Certified

Advanced Administrator exam, please study the material in the ADM 301 Advanced Administration

student manual and this supplemental material.

Section 9-1. About Salesforce CRM Ideas

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed

To view the Ideas tab: ―Read‖ on ideas

To view and vote for ideas: ―Read‖ on ideas

To create ideas and add comments to ideas: ―Create‖ on ideas

To edit ideas and edit comments on ideas: ―Edit‖ on ideas

Salesforce CRM Ideas is a community of users who post, vote for, and comment on ideas. Consider it an

online suggestion box that includes discussions and popularity rankings for any subject.

Communities help organize ideas and questions into logical groups, with each community having its own

focus and unique ideas and questions. Professional Edition organizations can have only one internal ideas

community. All other editions can have up to 50 communities shared between ideas and answers.

You can display an Ideas community to internal Salesforce users, customer portal or partner portal users, or

to public users (requires setting up a Force.com site). For step-by-step directions on setting up Salesforce

CRM Ideas, refer to the Salesforce Ideas Implementation Guide.

As an administrator, you can:

Control whether ideas are enabled for your organization and customize the half-life of ideas. See

Customizing Salesforce CRM Ideas Settings.

Create a new community. See Creating and Editing Communities.

Define picklist values for the Categories and Status fields. See Defining Picklist Values for the

Categories and Status Fields.

Specify the layout of custom fields. See Setting Layouts for Idea Fields.

Make idea reports available to your users. See Setting Up Idea Reports.

Customize idea search layouts. See Customizing Search Layouts and Searching for Ideas.

Merge ideas to reduce the number of duplicate ideas within a community. See Merging Ideas.

Assign a status to an idea. See Posting and Editing Ideas.

Delete a vote through the API to erase all history that the vote ever occurred.

https://login.salesforce.com/help/doc/en/salesforce_ideas_implementation_guide.pdf

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_about.htm&language=en#half_life_id

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_settings.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_new_comm.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_edit_picklist.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_edit_picklist.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_layouts.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_report.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=customize_searchlayout.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_search.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_merge.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_post.htm&language=en



Specifically, deleting a vote does the following:

- Removes 10 points from the idea’s overall score.

- Removes the user’s name from the Last 100 Votes section on the idea's detail page.

For more information, refer to the delete() call in the Web Services API Developer’s Guide.

Section 9-2. Customizing Salesforce CRM Ideas


To customize Salesforce CRM Ideas settings: ―Customize Application‖

To manage organization-wide settings for Salesforce CRM Ideas:

1. Click Your Name | Setup | | Customize | Ideas | Settings.

2. Click Edit.

3. Use the Enable Ideas checkbox to enable or disable Salesforce CRM Ideas for your organization.

Enabling Salesforce CRM Ideas displays the Ideas tab in the Community application and shows

active communities on the Ideas tab.

Disabling Salesforce CRM Ideas removes the Ideas tab from the Community app. Users will no

longer be able to access active communities, but these communities will reappear on the Ideas tab

the next time you enable Salesforce CRM Ideas.

4. Optionally, select Enable Text-Formatting, Images and Links to enable the Salesforce CRM Ideas

HTML editor, which gives users WYSIWYG HTML editing and image referencing capabilities

when they post or comment on ideas. For more information, see Tips for Using the HTML Editor.

Warning:

Once you enable the Salesforce CRM Ideas HTML editor, you cannot disable it. If you do not see

the Enable Text-Formatting, Images and Links checkbox, the Salesforce CRM Ideas HTML editor

is enabled for your organization by default.

5. If your organization does not already have the multi-select Categories field enabled, click the

Enable button located below the Categories message at the top of the page. This button is not

displayed if your organization already has the Categories field enabled. For more information,

refer to Enabling the Categories Field.

If the Categories field is already enabled, the Enable Categories checkbox is selected. Once the

field is enabled, you cannot disable it.

6. In the Half-Life (in Days) field, enter a number of days.

The half-life setting determines how quickly old ideas drop in ranking on the Popular Ideas

subtab, to make room for ideas with more recent votes. A shorter half-life moves older ideas down

the page faster than a longer half-life.

Note:


http://www.salesforce.com/us/developer/docs/api/index.htm

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_html_def.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=ideas_multicat.htm&language=en



This field does not appear if Ideas is disabled. To modify the Half-Life (in Days) field, save your

changes after enabling ideas, and then click Edit on the Ideas Settings page.

7. Click Save.

Section 9-3. Managing Salesforce CRM Ideas



To manage Salesforce CRM Ideas communities: ―Customize Application‖

Salesforce CRM Ideas is a community of users who post, vote for, and comment on ideas. Consider it an

online suggestion box that includes discussions and popularity rankings for any subject.

Communities help organize ideas and answers into logical groups with each community having its own

focus and unique ideas and answers topics. Professional Edition organizations can have only one internal

community for Salesforce CRM Ideas. All other editions can have up to 50 communities shared between

ideas and answers.

You can display an Ideas community to internal Salesforce users, customer portal or partner portal users, or

to public users (requires setting up a Force.com site). For step-by-step directions on setting up Salesforce

CRM Ideas, refer to the Salesforce CRM Ideas Implementation Guide.

As an administrator, you can:

Control whether Ideas is enabled for your organization and customize the half-life of ideas.

Create a new Ideas community.

Define picklist values for the Categories and Status fields.

Specify the layout of custom fields.

Make idea reports available to your users.

Customize idea search layouts.

Merge ideas to reduce the number of duplicate ideas within a community.

Assign a status to an idea.

Delete a vote through the API to erase all history that the vote ever occurred.

Specifically, deleting a vote does the following:

- Removes 10 points from the idea’s overall score.

- Removes the user’s name from the Last 100 Votes section on the idea’s detail page.

Section 9-4. What is Salesforce CRM Content?

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer

Editions



Note: The name ―workspace‖ has changed. The new name is ―library‖ unless your administrator has

changed the name. We haven't changed how it works—just made the name easier to understand.

With Salesforce CRM Content you can organize, share, search, and manage content within your

organization and across key areas of the Salesforce application. Content can include all file types, from

traditional business documents such as Microsoft® PowerPoint presentations to audio files, video files,

Web pages, and Google® docs.

Overview

Salesforce CRM Content simplifies content management by incorporating user-friendly features into the

following tasks:

Organizing

Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files

in fully searchable file repositories known as libraries. Administrators can create multiple libraries based on

any classification, such as department name, job function, or team, then configure user permissions within

the library to balance content access with security. Authors assign descriptive labels called tags to help

classify and organize content across libraries. You can view a list of all content that belongs to a particular

tag or filter search results based on a tag or tags. Salesforce CRM Content also provides personal libraries,

which allow users to reduce the clutter on their desktops while using content-management benefits such as

document search and version control.

Searching

The powerful Salesforce CRM Content search engine scans the entire body of the document as well as

content properties such as the title, description, tags, categorization data, and author name. You can filter

searches by featured content, file format, author, tags, libraries, or custom fields and then view the results

with various levels of detail, providing an easy way to find relevant content quickly. If Chatter is enabled

for your organization, you can also filter your search results by Chatter files. The ―smart bar‖ graphic for

downloads, comments, ratings, and subscribers allows you to compare documents within a search result set.

Subscribing

Once a file is located, subscribing to it ensures that you receive an email notification when new versions are

published or changes are made to the file's properties. You can also subscribe to authors, tags, and libraries,

thus reducing the time spent searching for new or updated content. Notification emails will arrive real-time

or once daily, depending on your preferences.

Previewing

In Salesforce CRM Content you do not need to download a large document to determine if its content is

relevant to you. The content details page provides document details at a glance, including document title,

author, description, tags, libraries, comments, votes, versions, subscribers, and downloads. If the document

is a Microsoft PowerPoint, Word, Excel, or Adobe® PDF file, you can preview the entire file in your

browser without downloading it. Some Microsoft Office 2007 features don't display correctly in

previews. Copy-protected PDFs can't be previewed.

Contributing

Uploading new or revised files in Salesforce CRM Content is fast and easy. During the upload process you

choose a library and content type for your file or Web link, write a description, assign one or more tags, and

fill out any customized fields that help categorize and define your content. Version management does not

require checking files in and out, rather, you simply upload a new version of the file and Salesforce CRM



Content maintains a version list accessible from the content details page. You can download past versions

of a file and read all reason-for-change comments that an author may have included with a new version.

Reviewing Usage and Providing Feedback

Salesforce CRM Content provides several methods for determining whether content is valuable to readers.

Featuring a piece of content increases its visibility in search results. Voting thumbs up or thumbs down on a

file, Web link, or Google doc and adding comments allow you to participate directly in content

improvement. You can also see who has subscribed to a file, link, or doc and how many times files have

been downloaded. The Reports tab allows you to create standard or custom reports on Salesforce CRM

Content data. If the content delivery feature is enabled, you can send content to colleagues, leads, and

contacts and then track how often the content has been previewed or downloaded.

Sharing Content in Salesforce

Salesforce CRM Content is also integrated with leads, accounts, contacts, opportunities, cases, products,

and custom objects. IfSalesforce CRM Content functionality is enabled on the Opportunity tab, for

example, Salesforce CRM Content uses the fields on the opportunity detail page to search for files that may

be relevant to that opportunity. You can drill down in the search results as needed or run your own search

and then attach one or more files to the opportunity. The most current version of the file will be available

on the detail page for the life of the opportunity.

Sharing Content in Salesforce Mobile

Salesforce CRM Content is available in Salesforce Mobile. Users can share content with customers and

colleagues from the mobile application when they're away from their desks. To enable Salesforce CRM

Content for the mobile application, mobilize the content object and specify which content records are

synchronized to the mobile device.

Implementation Tips

If you are using the Related Content related list on Salesforce objects, align your custom content fields

with the standard and custom fields on the object to increase the accuracy of a ―Find Content‖ search.

Clicking the Find Content button on the related list matches content to the fields on the record and

displays search results containing the related content.

To ensure that content is classified consistently, define consistent tag names with your contributors.

For example, by establishing tag names at the outset, you can avoid having tags such as ―channel‖ and

―channels‖ in the same library.

Avoid using too many tags. The search engine helps users find specific content, whereas tags enable

users to browse and subscribe. Therefore, excessive tagging creates unnecessary clutter.

You can't change or delete tag names. You can remove tags from a document, but that doesn't delete

the tag.

Tags are case insensitive. You can't have two tags with the same name even if they use different upper

and lowercase letters. The case of the original tag is always used.

To highlight valuable content and make it easier to find, mark it as ―featured‖ on the content details

page. Featured content receives a higher priority than similar content in search results, and appears on

the Libraries tab for easy access. To feature content, users must have the Feature Content option

checked in their library permission.

If your organization uses Google Docs, encourage library members to add their Google docs to a

library. Including Google docs inSalesforce CRM Content allows users to access all types of content

from a single location and apply Salesforce CRM Contentfunctionality, such as votes, comments, and

subscriptions, to Google docs.

https://help.salesforce.com/apex/HTViewHelpDoc?id=mobile_content_setup.htm&language=en



Best Practices

If you are using the Related Content related list on Salesforce objects, align your custom content fields

with the standard and custom fields on the object to increase the accuracy of a ―Find Content‖ search.

Clicking the Find Content button on the related list matches content to the fields on the record and

displays search results containing the related content.

To ensure that content is classified consistently, define consistent tag names with your contributors.

For example, by establishing tag names at the outset, you can avoid having tags such as ―channel‖ and

―channels‖ in the same library.

Avoid using too many tags. The search engine helps users find specific content, whereas tags enable

users to browse and subscribe. Therefore, excessive tagging creates unnecessary clutter.

You can't change or delete tag names. You can remove tags from a document, but that doesn't delete

the tag.

Tags are case insensitive. You can't have two tags with the same name even if they use different upper

and lowercase letters. The case of the original tag is always used.

To highlight valuable content and make it easier to find, mark it as ―featured‖ on the content details

page. Featured content receives a higher priority than similar content in search results, and appears on

the Libraries tab for easy access. To feature content, users must have the Feature Content option

checked in their library permission.

If your organization uses Google Docs, encourage library members to add their Google docs to a

library. Including Google docs inSalesforce CRM Content allows users to access all types of content

from a single location and apply Salesforce CRM Contentfunctionality, such as votes, comments, and

subscriptions, to Google docs.

Section 9-5. Uploading and Publishing Content

Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer

Editions


To upload and publish files and Web links: Manage Libraries checked in your library permission definition

OR

Add Content checked in your library permission definition

To create and publish content presentations: Manage Libraries checked in your library permission definition

OR


To create and publish Google docs: Google Apps account

The Libraries tab has several publishing-related options at the top of the page that let you upload, classify,

and publish files, content packs, Web links, and Google docs in Salesforce CRM Content.



Note: The Add Google Doc drop-down list on the Libraries tab only displays if your administrator

has enabled the Add GoogleDoc to Salesforce service.

To publish a file in Salesforce CRM Content:


To upload and publish files to a public

library: Manage Libraries checked in your library permission

definition

OR


To upload and save files to a personal

library: None

1. Click the Libraries tab.

2. To publish a new file, click Browse and select the file. To publish a file that is already in your

personal library, click the My Personal Content tab, locate the file, and then click Publish.

Note: To publish multiple pieces of content at once, select two or more checkboxes in the

My Personal Content tab and click Publish Selected. All selected content displays in a

tab set within the Save or Publish Content dialog. Complete the following steps for each

tab in the Save or Publish Content dialog.

3. Assign a title and description to your file.

4. Choose a library. This becomes the managing (home) library, meaning that the content can be

shared with another library but only revised by a user with author permissions in the managing

library. If you do not want the content to be visible to other users in your organization, for

example if your work is still in progress, choose Save in my personal library.

5. Optionally, choose a language. The Language drop-down list is displayed if multi-language

support is enabled. If you do not choose a language, Salesforce CRM Content associates your

content with your personal language setting. If users restrict their content searches to a particular

language, only content associated with that language is displayed in the search result set.

6. To publish the content on behalf of another author, choose that author from the drop-down list.

7. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:

If the library does not have a tagging rule or if your administrator assigned the open

tagging rule, you can enter tags in theTags field. As you type a tag, Salesforce CRM

Content autosuggests tags based on your My Recent Tags list and the Popular Tags

section on the Libraries tab. The My Recent Tags list on the Contribute window shows

the 20 tags you have used most recently. Click a tag to add it to the Tags field

automatically.

If your administrator assigned the guided tagging rule, you can choose from the list of

suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field

automatically.

If your administrator assigned the restricted tagging rule, you must choose from the list of

suggested tags. When you select a tag it turns green.

https://help.salesforce.com/apex/HTViewHelpDoc?id=content_settings.htm&language=en


https://help.salesforce.com/apex/HTViewHelpDoc?id=content_tagging_rules.htm&language=en



You can't change or delete tag names. You can remove tags from a document, but that

doesn't delete the tag.

Tags are case insensitive. You can't have two tags with the same name even if they use

different upper and lowercase letters. The case of the original tag is always used.

If multiple content types are available, choose one from the drop-down list. The content type

determines which custom fields appear for you to categorize and define your content.

After completing the custom fields, click Publish or Save.

Note: Files published to a shared library are added to your Files tab and available to

other Chatter users in your organization. Files published to your personal library are

added to your Files tab, but are private and not shared with anyone. For more information

about Chatter files and Salesforce CRM Content files, see What is the difference between

Files, Salesforce CRM Content, Salesforce Knowledge, and Documents?

Note: Contact Manager, Group, Professional, Enterprise, and Unlimited Edition customers can

publish a maximum of 5,000 new versions per 24–hour period. Developer Edition and trial users

can publish a maximum of 2,500 new versions per 24–hour period.

To classify and publish a Web link in Salesforce CRM Content:


To publish Web links in Salesforce CRM

Content:

Manage Libraries checked in your library permission

definition

OR


1. Click the Libraries tab.

2. To add a new link, click Contribute | Do you want to link to a website instead?, then enter the

URL, and click Contribute. To publish a link that is already in your personal library, click the My

Personal Content tab, locate the link, and click Publish.

Note: To publish multiple pieces of content at once, select two or more checkboxes in the

My Personal Content tab and click Publish Selected. All selected content displays in a

tab set within the Save or Publish Content dialog. Complete the following steps for each

tab in the Save or Publish Content dialog.

3. Assign a title and description to your Web link.

4. Choose a library. This becomes the managing (home) library, meaning that the Web link can be

shared with another library but its content details page can only be edited by a user with relevant

permissions in the managing library. If you do not want the link to be visible to other users in your

organization, choose Save in my personal library.

5. Optionally, choose a language. The Language drop-down list is displayed if multi-language

support is enabled. If you do not choose a language, Salesforce CRM Content associates your

content with your personal language setting. If users restrict their content searches to a particular

language, only content associated with that language is displayed in the search result set.

https://help.salesforce.com/apex/HTViewHelpDoc?id=content_types.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=collab_files_overview.htm&language=en#topic-title

https://help.salesforce.com/apex/HTViewHelpDoc?id=collab_files_overview.htm&language=en#topic-title

https://help.salesforce.com/apex/HTViewHelpDoc?id=collab_faq_files_what_is_difference.htm&language=en#collab_faq_files_what_is_difference

https://help.salesforce.com/apex/HTViewHelpDoc?id=collab_faq_files_what_is_difference.htm&language=en#collab_faq_files_what_is_difference





6. To publish the content on behalf of another author, choose that author from the drop-down list.

7. Tag your content. Your tagging permission depends on the tagging rule assigned to the library:

If the library does not have a tagging rule or if your administrator assigned the open

tagging rule, you can enter tags in theTags field. As you type a tag, Salesforce CRM

Content autosuggests tags based on your My Recent Tags list and the Popular Tags

section on the Libraries tab. The My Recent Tags list on the Contribute window shows

the 20 tags you have used most recently. Click a tag to add it to the Tags field

automatically.

If your administrator assigned the guided tagging rule, you can choose from the list of

suggested tags or enter a new tag. Click a suggested tag to add it to the Tags field

automatically.

If your administrator assigned the restricted tagging rule, you must choose from the list of

suggested tags. When you select a tag it turns green.

You can't change or delete tag names. You can remove tags from a document, but that

doesn't delete the tag.

Tags are case insensitive. You can't have two tags with the same name even if they use

different upper and lowercase letters. The case of the original tag is always used.

If multiple content types are available, choose one from the drop-down list. The content type

determines which custom fields appear for you to categorize and define your content.

After completing the custom fields, click Publish or Save.

Section 9-6. Customizing Salesforce CRM Content

Available in: Professional, Enterprise, and Unlimited Editions


To create, edit, or delete content fields: ―Manage Content Properties‖

OR

―Manage Salesforce Content‖

To define or change field validation rules: ―Customize Application‖

To create, edit, or delete content types: ―Manage Content Types‖

OR


To create, edit, or delete workspace permissions: ―Manage Content Permissions‖

OR


https://help.salesforce.com/apex/HTViewHelpDoc?id=content_tagging_rules.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=content_types.htm&language=en




Modify content settings: ―Manage Salesforce Content‖

Click Your Name | Setup | | Customize | Salesforce Content to access the following options for

customizing Salesforce CRM Content:

Content Fields – Create, edit, or delete custom content fields. Custom fields let users categorize

and define content during the publishing process.

Validation Rules – Create, edit, or delete validation rules. Validation rules verify that the data a

user enters when publishing content meets the standards you specify before the user can save the

content.

Content Types – Create, edit, or delete the content type where content fields are assigned. The

content type determines the layout of fields in Salesforce CRM Content.

Library Permissions – Create, edit, or delete library permissions. A library permission

determines user privileges within a workspace.

Settings – Modify Salesforce CRM Content default settings for multilanguage support and PDF

downloads.

Section 9-7. What is Force.com Pages (Visualforce)?

Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

Force.com pages uses a tag-based markup language to give developers a more powerful way to build

applications and customize the Salesforce CRM user interface. With Force.com pages, you can:

Create custom user interfaces that easily leverage standard Salesforce CRM styles

Create custom user interfaces that completely replace the standard Salesforce CRM styles

Build wizards and other navigation patterns that use data-specific rules for optimal, efficient

application interaction

Force.com pages comes with a rich component library that lets you quickly build pages without having to

create a lot of functionality. In the Force.com pages markup language, each tag corresponds to a coarse or

fine-grained component, such as a section of a page, a related list, or a field. The components can either be

controlled by the same logic that is used in standard Salesforce CRM pages or developers can associate

specific logic with a custom controller or controller extension written in Force.com code (Apex),

salesforce.com’s Java-like programming language.

Important Notice

The Developer Preview Program provides access to pre-release versions of Force.com pages in the

Developer Edition environment only. The program is intended solely to let developers and technologists

learn about Force.com pages and how they’ll be able to use it.



Section 9-8. About the Force.com IDE

Build, Test, and Deploy Applications on the Force.com Platform

The Force.com IDE is the world’s first integrated development environment (IDE) for platform as a service

(or PaaS). Part of development as a service (or DaaS) and based on Eclipse technology, the Force.com IDE

provides developers and development teams the means to build, deploy, and version Force.com

components, including custom objects and fields, Force.com classes, Force.com pages, profiles, packages,

and more.

Installation

To download the Force.com IDE from the user interface, go to Your Name | Setup | | Develop |

Tools.

Major Features

Configuration Metadata – The Force.com IDE lets you edit all metadata components available in the

Metadata API. You can now create Eclipse projects that include custom fields, custom objects, tabs,

applications, profiles, and more. You can edit these components directly in the IDE, create new ones, and

save them back to your Salesforce CRM org.

Force.com Pages – The Force.com IDE lets you edit Force.com pages, components, static resources, and

controllers.

Force.com Code – The Force.com IDE is the only tool you need to write and manage Force.com classes

and triggers. It locates syntax errors and displays inline auto-complete tips for Force.com methods. The

Test Runner executes unit tests and integrates error messages, debug output, and code coverage reports.

S-controls – Use the Force.com IDE to save your S-controls directly to your Salesforce CRM org. You can

manage multiple projects, copy S-controls from one organization to another with drag-and-drop

functionality, insert merge fields, and much more.

Deployment – The Force.com IDE lets you edit and test your project in a Force.com Sandbox or Developer

Edition org, and then deploy the finished application into your production org.

Code Share – Apply Force.com application lifecycle management best practices through integration with

any Eclipse-enabled version control system. Teams can now collaborate on the development, testing, and

deployment of their PaaS applications.

Online Project Mode – Keep your local metadata files up to date with your Salesforce CRM org and

easily detect and resolve conflicting changes.

Schema Browser – View your Salesforce CRM org’s schema and construct and execute SOQL queries

from within the Force.com IDE. Similar to the Apex Explorer, the Schema Browser displays information

about all standard and custom objects and fields.

Section 9-9. Custom Button Considerations

Custom buttons and links are available in: All Editions

S-controls are available in: Group, Professional, Enterprise, Unlimited, and Developer Editions


To create or change custom buttons or links: ―Customize Application‖



Review the following implementation notes and best practices for custom buttons:

Implementation Notes

Custom buttons display at the top and bottom of the detail page to the right of all standard buttons.

You can include S-controls in any field section on your page layout to display the S-control

content ―inline‖ without requiring users to click a button or link to see it. Simply edit the page

layout, choose the S-control, and drag it to any section on the page layout.

If your custom link references a URL, create a custom S-control that references that URL so you

can include the S-control directly on your page layout.

Custom buttons are not distinguished from standard buttons in any graphical way. However, you

can recognize them by their location on the right of all standard buttons.

If the button bar gets too wide on the detail page layout, the browser displays a horizontal scroll

bar. If the button bar gets too wide on the list view, search result, tagging result, or related list

layouts, the buttons wrap.

Custom buttons are available for activities under the individual setup links for tasks and events. To

add a custom button to an activity list view or search layout, first create a custom list button in

tasks or events. Next, add it to your activity list view or search result layouts. To override a button

that applies to both tasks and events, click Your Name | Setup | | Customize | Activities |

Activity Buttons.

Custom buttons are not available for Web-to-Lead, Web-to-Case, the Case Teams related list, or

the user object.

If your organization uses person accounts, your person account records use any custom buttons

and links you’ve made for accounts. Use the person account page layouts to edit any custom links

or detail page buttons for person account records. To customize the list view or search result

layouts for person accounts, edit the account list view and search result layouts where you access

account search layouts.

If your organization uses the console, list buttons are available in the Mass Action drop-down list.

List buttons will not display in the mini page layouts. Pages that display due to custom buttons and

links display in the console without the header or sidebar.

If you get an error message when overriding a button that appears in a list, try calling the S-control

using the URLFOR function.

When creating custom buttons, be mindful of any validation rules your organization has for

records on that object. For example, a custom list button that changes case status may conflict with

a case validation rule. In this scenario, Salesforce displays the error message for the validation rule

when users click the custom button.

If you want to replace a standard button with a custom button, first define the custom button, then

customize the page layout to hide the standard button and display the custom version in its place.

For more information, see ―Customizing Page Layouts.‖

Best Practices

Use formula functions in S-controls or custom buttons with caution. Because functions run on the

server before your HTML or JavaScript is passed to the browser, they can only evaluate

information that exists at that time. Avoid using functions like IF to evaluate conditions that only



exist when the code reaches the browser, such as the value of a JavaScript variable that is returned

from your code.

To prevent a user from performing a particular action, such as creating or editing, change the

user’s permissions rather than hiding the standard button. Hiding a standard button removes it

from a page layout but the link is still available and users can navigate to the new or edit page

manually.

Use global variables to access special merge fields for components like custom buttons, links, and

S-controls. For example, the $Request global variable lets you access query parameters inside a

snippet, S-control, or custom button.

To insert activity merge fields, select ―Event‖ or ―Task‖ from the Select Field Type drop-down

list.

Do not select the Display Checkboxes (for Multi-Record Selection) option for list buttons that link

to a URL that does not support post operations. Checkboxes display next to records in a list if you

have selected the Display Checkboxes (for Multi-Record Selection) option for at least one list

button in that list. However, selected records in this list are unaffected when clicking a custom list

button that does not have this option selected.

Section 9-10. About Validation Rules

Available in: Group, Professional, Enterprise, Unlimited, and Developer Editions

Improve the quality of your data using validation rules. Validation rules verify that the data a user enters in

a record meets the standards you specify before the user can save the record. A validation rule can contain a

formula or expression that evaluates the data in one or more fields and returns a value of ―True‖ or ―False.‖

Validation rules also include an error message to display to the user when the rule returns a value of ―True‖

due to an invalid value.

After you have defined validation rules:

1. The user chooses to create a new record or edit an existing record.

2. The user clicks Save.

3. Salesforce CRM executes all validation rules.

If all data is valid, Salesforce CRM saves the record.

If any data is invalid, Salesforce CRM displays the associated error message without saving the

record.

4. The user makes the necessary changes and clicks Save again.

You can specify the error message to display when a record fails validation and where to display it. For

example, your error message can be ―The close date must occur after today’s date.‖ You can choose to

display it near a field or at the top of the page. Like all other Salesforce CRM error messages, validation

rule errors display in red text and are preceded by the word ―Error.‖

Use validation rules for the following objects:

Accounts

Activities (tasks and events)

Assets



Campaigns

Cases

Contacts

Contracts

Custom objects (except relationship group members)

Leads

Opportunities

Opportunity products

Orders

Products

Records in Salesforce CRM Content

Solutions

Users

Section 9-11. Time-Dependent Action and Time Trigger Considerations

Available in: Enterprise, Unlimited, and Developer Editions


To define, edit, or delete time-dependent actions and time triggers: ―Customize Application‖

Before you begin creating time-dependent actions and time triggers for your workflow rules, consider the

following:

Define your time triggers using days or hours as your unit of time. Time triggers do not support

minutes or seconds.

When defining a time trigger, use standard and custom date and date/time fields defined for the

object.

To ensure an organization does not monopolize shared resources, Salesforce CRM limits the

number of time triggers an organization can execute per hour. The limits are as follows:

Enterprise Edition = 500

Developer Edition = 50

Unlimited Edition = 1,000

If an organization exceeds these limits, Salesforce CRM defers the execution of the additional

time triggers to the next hour. For example, if an Unlimited Edition organization has 1,200 time

triggers scheduled to execute between 4:00 p.m. and 5:00 p.m., Salesforce CRM processes 1,000

time triggers between 4:00 p.m. and 5:00 p.m. and the remaining 200 time triggers between 5:00

p.m. and 6:00 p.m.

https://na1.salesforce.com/help/doc/en/customize_wf.htm



Time triggers are not necessarily executed in the order they’re displayed on the workflow rule

detail page. Workflow rules list time triggers that use the Before field first, followed by time

triggers that use the After field.

If the workflow rule criteria contains a date field, and you update the date field on a record to

which that rule applies, Salesforce CRM recalculates the unfired time triggers associated with the

rule. For example, if a workflow rule is scheduled to alert the opportunity owner 7 days before the

opportunity close date and the close date is set to 2/20/2011, Salesforce CRM sends the alert on

2/13/2011. If the close date is updated to 2/10/2011 and the time trigger has not fired, Salesforce

CRM reschedules the alert for 2/3/2011. If Salesforce recalculates the time triggers to a date in the

past, Salesforce CRM triggers the associated actions shortly after you save the record.

If a workflow rule has a time trigger set for a time in the past, Salesforce CRM queues the

associated time-dependent actions to execute sometime within the hour, depending on system

usage. For example, if a workflow rule on opportunities is configured to send an email alert 7 days

before the close date and you create an opportunity record with the close date set to today,

Salesforce CRM sends the email alert within 4 hours after you create the opportunity.

Salesforce CRM does not display time-dependent action controls on the workflow rule edit page if

you set the workflow rule evaluation criteria to Every time a record is created or

updated.

Time-dependent actions remain in the workflow queue only as long as the rule criteria for the

workflow rule are still valid. If a record no longer matches the rule criteria, Salesforce CRM

removes the time-dependent actions queued for that record. For example, an opportunity workflow

rule may specify:

- A criteria set to ―Opportunity: Status not equals to Closed Won, Closed Lost.‖

- An associated time-dependent action with a time trigger set to 7 days before the opportunity

close date.

- If a record that matches the criteria is created on July 1 and the close date is set to July 30, the

time-dependent action is scheduled for July 23. However, if the opportunity is set to ―Closed

Won‖ or ―Closed Lost‖ before July 23, the time-dependent action is automatically removed

from the queue.

If you delete a record that has pending actions, the pending actions are deleted from the workflow

queue and cannot be restored, even If you undelete the record.

Time-dependent actions can automatically be queued again if the record is updated and you set the

evaluation criteria to be When a record is created, or when a record is

edited and did not previously meet the entry criteria. Using the

previous example, if the opportunity status is changed from Closed Lost to Prospecting and the

workflow rule evaluation criteria is set to When a record is created, or when a

record is edited and did not previously meet the entry criteria,

Salesforce CRM reevaluates the time triggers and adds the appropriate actions to the workflow

queue.

If the evaluation criterion is set to Only when a record is created, the workflow rule

evaluates its time triggers only once. If the record that fired the rule changes to no longer meet the

evaluation criteria, the pending actions are removed from the queue and the rule is never reapplied

to the record.

You cannot archive a product or price book that has pending actions.

You cannot convert a lead that has pending actions.



If a time trigger uses a field that is null, Salesforce CRM ignores the time trigger.

You can deactivate a workflow rule at any time. If the rule has pending actions in the workflow

queue, editing the record that triggered the rule removes the pending actions from the queue. If

you do not edit the record, the pending actions are processed even though the rule has been

deactivated.

You can add actions to existing time triggers.

You cannot add or remove time triggers if any of the following are true:

- The workflow rule is active.

- The workflow rule is deactivated, but has pending actions in the queue.

- The workflow rule trigger type is set to Every time a record is created or

edited.

Existing workflow rules are not affected by time-dependent actions; Salesforce CRM lists all

existing actions in the Immediate Workflow Actions list.

If Validation and Triggers from Lead Convert is enabled, existing time-based workflow actions on

leads are not triggered during lead conversion.

Section 9-12. Managing Workflow Rules



To view workflow rules: ―View Setup and Configuration‖

To create or change workflow rules: ―Customize Application‖

Automate your organization’s standard processes by configuring workflow rules. For example, use

workflow rules to automatically send sales management an email when a sales representative qualifies a

large deal or assign follow-up tasks to a support representative when a case is updated.

Workflow automates the following types of actions for your organization:

Email Alerts – Send an email to one or more recipients you specify. For example, automatically

send sales management an email alert when a sales representative qualifies a large deal.

Workflow Tasks – Assign a new task to a user, role, or record owner. For example, automatically

assign follow-up tasks to a support representative 1 week after a case is updated.

Field Updates – Update the value of a field on a record. For example, automatically change the

Owner field on a contract 3 days before it expires.

Outbound Messages – Send a secure, configurable API message (in XML format) to a designated

listener. For example, automatically initiate the reimbursement process for an approved expense

report by triggering an outbound API message to an external HR system.

Configure your organization’s workflow by creating workflow rules. Each workflow rule consists of the

following:



Criteria that determine when Salesforce CRM executes the workflow rule. Any change that causes

a record to match these criteria can trigger the workflow rule—even changes to hidden fields.

Immediate actions to take when a record matches the criteria. For example, Salesforce CRM can

automatically send an email that notifies the sales team when a new high-value opportunity is

created.

Time-dependent actions that Salesforce CRM queues when a record matches the criteria and

executes according to your time triggers. For example, Salesforce CRM can automatically send an

email reminder to the account team if a high-value opportunity is still open 10 days before the

specified close date. When Salesforce CRM triggers a workflow rule that has time-dependent

actions, you can use the workflow queue to monitor the pending actions and cancel them, if

necessary.

If you plan on configuring workflow rules that have time-dependent actions, specify a default workflow

user. Salesforce CRM associates the default workflow user with a workflow rule if the user who initiated

the rule is no longer active.

To get started using workflow rules, click Your Name | Setup | | Create | Workflow & Approvals |

Workflow Rules.

Click New Rule to create a new workflow rule.

Select an existing rule to view details about it, create a cloned rule, activate or deactivate it, or to

view and edit actions associated with it and their time triggers, if any exist.

Click Edit to make changes to an existing workflow rule.

Click Del to delete a workflow rule.

Note: You cannot delete a workflow rule that has pending actions in the workflow queue. Wait

until all pending actions are processed or use the workflow queue to cancel the pending actions.

Click Activate to set a rule into action. Click Deactivate to prevent the rule from firing when its

conditions are met.

Note: You can deactivate a workflow rule at any time. However, if you deactivate a rule that has

pending actions, Salesforce CRM completes those actions as long as the record that triggered the

rule is not updated.

Note: You cannot add time-dependent workflow actions to active workflow rules. Deactivate the

workflow rule first, add the time-dependent workflow action, and then reactivate the rule.

Tip: In Enterprise, Unlimited, and Developer Editions, you can use the System Log console to debug

workflow rules. The System Log console lets you view both historic and real-time workflow rule

information, such as the name of the user who triggered the workflow rule and the name and ID of the

record being evaluated.

Notes on Using Workflow Rules

Consider the following when configuring workflow rules:

Each workflow rule applies to a single object, such as leads, accounts, or opportunities.

Workflow rules can only trigger workflow actions that are relevant to the object to which the

workflow rule applies. For example, if a workflow rule applies to accounts, it can only trigger

field updates that affect fields on account records.

Workflow rules cannot be triggered by campaign statistic fields, including individual campaign

statistics and campaign hierarchy statistics.



Workflow rules can be triggered any time a record is saved or created, depending on your rule

criteria. However, rules created after saving records are not triggered by those records

retroactively.

Workflow rules only trigger on converted leads if validation and triggers for lead convert are

enabled in your organization.

Workflow rules on custom objects are automatically deleted if the custom object is deleted.

Workflow rules trigger automatically and are invisible to the user. Alternatively, approval

processes let users submit records for approval.

You cannot create email alerts for workflow rules that apply to activities.

Saving or creating records can trigger more than one rule.

The following will not trigger workflow rules:

- Intellisync for Salesforce

- Mass-replacing picklist values

- Mass-updating address fields

- Mass-updating divisions

- Changing the territory assignments of accounts and opportunities

- Converting leads to person accounts

Any changes you make to records while using Force.com Offline will be evaluated by workflow

rules when you synchronize.

Salesforce CRM processes any rules in the following order:

- Validation rules

- Assignment rules

- Auto-response rules

- Workflow rules (with immediate actions)

- Escalation rules

If a lookup field references a record that is deleted, Salesforce CRM sets the lookup field to null

and does not run any Force.com triggers, validation rules, workflow rules, or roll-up summary

fields.

Tip: If you plan on configuring workflow rules that have time-dependent actions, you must specify a

default workflow user. Salesforce CRM associates the default workflow user with a workflow rule if the

user who initiated the rule is no longer active.

Section 9-13. About Archived Activities

Available in: All Editions

Salesforce CRM archives older activities according to the conditions below:

Events with a due date greater than 365 days old

Closed tasks with a due date greater than 365 days old

Closed tasks without a due date that were created more than 365 days ago

Archived activities can be viewed only in the Activity History related list, export files, printable view, or by

clicking View All on the Activity History related list.



You can search for archived activities using Advanced Search. Administrators can delete archived activities

using Mass Delete.

Archived tasks are not included in reports. However, you can report on open or completed tasks.

Section 9-14. Defining Custom Report Types



To create or update custom report types: ―Manage Custom Report Types‖

To delete custom report types: ―Modify All Data‖

You define custom report types by objects, object relationships, and fields. Once you have defined a

custom report type, users can create custom reports from it.

To define custom report types:

1. Click Your Name | Setup | Create | Report Types.

2. Click New Custom Report Type.

3. From the Primary Object drop-down list, select the primary object from which you want to build

your custom report type.

All objects display in the Primary Object drop-down list, including those you do not have permission to

view. For example, even if you do not have permission to view leads, leads are available in the Primary

Object drop-down list so that you can build lead report types for other users. For more information on

permissions, see Managing Profiles.

The primary object you choose determines the views available to users creating or running reports from your

custom report type. For example, if you select accounts as the primary object for your custom report type, then

users can view their report results by All Accounts or My Accounts from the View drop-down list on the

Select Criteria page of the report wizard or on the Report Options of the report.

After you save a custom report type, you cannot change the primary object associated with it. If you want to

change the primary object, you must define a new custom report type.

4. Enter the Report Type Label and the Report Type Name field.

The Report Type Label can be up to 255 characters long. The Report Type Name is used to

refer to the component when using the Web Services API.

5. Enter a description for your custom report type.

The description can be up to 1,000 characters long.

6. Select a category in which to store the custom report type on the Select the Report Type page of

the report wizard.

Categories are the options in the Select the type of data you wish to report on drop-

down list on the first step of the report wizard.

7. Select a development status:

https://help.salesforce.com/apex/HTViewHelpDoc?id=admin_userprofiles.htm&language=en



Choose ―In Development‖ as the Deployment Status when first creating your custom report type to hide it from

users while you are designing and testing it. Making the status ―In Development‖ hides the custom report type

and any reports created from it from all users except those with the ―Manage Custom Report Types‖ permission.

Furthermore, making the status ―In Development‖ prevents all users except those with the ―Manage Custom

Report Types‖ permission from creating and running reports from the report type.

Choose ―Deployed‖ as the Deployment Status when you want to allow users to create and run reports

from the custom report type.

8. Click Next.

9. Next, choose the object relationships a report can display when run from a custom report type.

Tips on Defining Custom Report Types

Consider the following when defining custom report types:

If the primary object on a custom report type is a custom object, and the custom object is deleted, then the custom report

type and any reports created from it will automatically be deleted. Furthermore, custom report types associated with

custom objects in the Deleted Custom Objects list count against the maximum number of custom report types you can

create. For more information, see Managing Deleted Custom Objects and Salesforce.com Editions and Limits.

When entering a name for your custom report type, salesforce.com recommends including with or with or

without between object names so that users can easily understand what data will display in reports run from

your custom report type. For example, if you are defining a custom report type from which users can run reports

that include accounts that may or may not have contacts, considering naming that report Accounts with or

without Contacts.

Furthermore, when entering a description for your custom report type, we recommend that you

clarify how the object relationships affect report results. For example, if you are defining a custom

report type from which users can run reports that include accounts that may or may not have

contacts, consider describing that report as This allows you to report on accounts and

their contacts. Accounts will display if they have no contacts.

Custom report types have some limits on the number of items included:

o A custom report type can fetch objects in three levels of related lists away from the primary object, giving four

related objects, such as Accounts, Contacts, Opportunities, and Opportunity Products.

o A custom report type can contain fields available via lookup through four levels of lookup relationships. For

example, for an account, you can get the account owner, the account owner's manager, the manager's role, and

that role's parent role.

o A custom report type can contain up to 60 object references. These objects can be used as the main four objects,

as sources of fields via lookup, or as objects used to traverse relationships. Each referenced object counts toward

the maximum limit even if no fields are chosen from it. For example, if you do a lookup from account to account

owner to account owner’s role, but select no fields from account owner, all the referenced objects still count

toward the limit of 60.

o A custom report type can contain 1000 fields in total. A counter at the top of the Page Layout step shows the

current number of fields included. If you have too many fields, you cannot save the layout.

After deploying a custom report type, change the Deployment Status back to ―In Development‖ if you want to

make more enhancements to it.

A custom report type's Deployment Status will automatically change from ―Deployed‖ to ―In Development‖ if its

primary object is a custom object whose Deployment Status changes from ―Deployed‖ to ―In Development.‖

https://help.salesforce.com/apex/HTViewHelpDoc?id=reports_report_type_objects.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=dev_managing_deleted_custom_objects.htm&language=en

https://help.salesforce.com/apex/HTViewHelpDoc?id=limits.htm&language=en



A developer can edit a custom report type in a managed package after it is released, and add new fields. Subscribers

automatically receive these changes when they install a new version of the managed package. However, developers

cannot remove objects or fields from the report type once the package is released.

Section 9-15. Editing the Select Columns Layout in the Report Wizard for a Custom Report Type




After you define a custom report type and choose its object relationships, you can specify the standard and

custom fields a report can display when created or run from a custom report type:

1. Click Your Name | Setup | | Create | Report Types to display the All Custom Report Types

page.

2. Select the name of a custom report type.

3. Click Edit Layout on the Fields Available for Reports section.

Note: You can click Preview Layout to preview which fields will display on the Select Columns

page of a report customized or run from this report type. When previewing the layout, all fields

and objects are displayed, including fields and objects you may not have permission to access.

However, you cannot access any data stored in the fields or objects that you don’t have permission

to access.

4. Select fields from the right-hand box and drag them to a section on the left.

You can view a specific object’s fields by selecting an object from the View drop-down list.

5. Optionally, click Add fields related via lookup to display the Add Fields Via Lookup overlay,

from which you can add fields via the lookup relationship the object selected in the View drop-

down list has to other objects.

A lookup field is a field on an object that displays information from another object. For example,

the Contact Name field on an account.

You can only add fields via lookup that are associated with objects included in the custom report

type. For example, if you add the accounts object to the custom report type, then you can add

fields from objects to which accounts have a lookup relationship.

Selecting a lookup field on the Add Fields Via Lookup overlay may let you access additional

lookup fields from other objects to which there is a lookup relationship. For example, if you select

the Contact Name field from cases, you can then select the Account field from contacts

because accounts have a lookup relationship to contacts that have a lookup relationship to cases.

You can access up to four levels of object relationships via lookup.

The fields displayed in the Add Fields Via Lookup overlay don’t include lookup fields to primary

objects. For example, if accounts are the primary object on your custom report type, and contacts

are the secondary object, then the Add Fields Via Lookup overlay doesn’t display lookup fields

from contacts to accounts.

Fields added to the layout via the Add fields related via lookup link are automatically

included in the section of the object from which they are a lookup field. For example, if you add



the Contact field as a lookup from accounts, then the Contact field is automatically included

in the Accounts section. However, you can drag a field to any section.

Fields added via lookup automatically display the lookup icon ( ) on the field layout of the

custom report type.

You can add up to 60 objects per custom report type via lookup. For example, if you select the

maximum limit of 4 object relationships for a custom report type, then you could select fields via

lookup from an additional 56 objects. However, users will receive an error message if they run a

report from a custom report type and the report contains columns from more than 20 different

objects.

6. Arrange fields on sections as they should appear to users in the report wizard. Fields not dragged

onto a section will be unavailable to users when they generate reports from this report type.

You can add up to 1,000 fields to each custom report type. The total number of fields from which a

user can choose to report on for a specific object in the report wizard is displayed in the

Selected Fields column on a custom report type’s detail page.

7. Click Preview Layout to preview which fields will display on the Select Columns page of a

report customized or run from this report type. When previewing the layout, all fields and objects

are displayed, including fields and objects you may not have permission to access. However, you

cannot access any data stored in the fields or objects that you don’t have permission to access.

Tip: Use the legend to determine which fields are included on the layout, checked by default on

the Select Columns page in the report wizard, and added to the layout via a lookup relationship.

Warning: Users can view roll-up summary fields on reports that include data from fields they

don’t have access to view. For example, a user who doesn’t have access to view the Price field

on an opportunity product can view the Total Price field on opportunity reports if he or she

has access to the Total Price field.

8. To rename or set which fields are selected by default for users on the Select Columns page of the

report wizard, select one or more fields and click Edit Properties.

Click the Checked by Default checkbox next to the field you want selected by default.

Fields selected by default automatically display the checkbox icon ( ) on the field layout of the

custom report type.

Change the text in the Display As field next to the field you want to rename.

Note: Renamed fields from standard objects and renamed standard objects don’t display as such

on the field layout of the custom report type. However, renamed fields from standard objects and

renamed standard objects do display their new names on the Select Columns page of the report

wizard and on the preview page of the Select Columns page, which you can access by clicking

Preview Layout.

9. To rename the sections on the Select Columns page of the report wizard, click Edit next to an

existing section, or create a new section by clicking Create New Section.

10. Click Save.

Section 9-16. Setting Up Custom Report Types







You can quickly set up a custom report type so users can create and run reports from predefined standard

and custom objects, object relationships, and standard and custom fields you specify.

To set up a custom report type:

1. Define a custom report type by name, description, primary object, development status, and the

category in which it will be stored on the Select the Report Type page of the report wizard.

2. Choose the objects for the custom report type.

The objects available for you to choose from are based on the primary object’s relationships to

other objects. For example, if accounts are selected as the primary object for your custom report

type, then you can only choose standard and custom objects associated with accounts, such as

contacts or opportunities. This qualification also applies to additional objects added to the custom

report type. For example, if accounts are selected as the primary object for your custom report

type, and contacts are selected as the secondary object, then you can only select objects associated

with contacts as the third object on your custom report type.

3. Edit the layout of the Select Columns page in the report wizard to specify which standard and

custom fields a report can display when created or run from the custom report type.

You can only include fields on the Select Columns page that are associated with the objects added

to the custom report type. For example, if you added the accounts object to the custom report type,

then you can include account fields on the Select Columns page of the report wizard.

4. Create a report from the custom report type to make sure it contains all the objects and fields

required for users.

When you’re finished testing your custom report type, you can deploy the custom report type to

users by marking its Deployment Status as Deployed.

5. Optionally, you can do the following:

If your organization uses the translation workbench, translate custom report types for international

users.

Tip: When creating a custom report type that will be translated into multiple languages via the

translation workbench, we recommend your personal language setting matches your organization’s

default language to ensure words that will be translated display in the correct language for

translators.

Add the custom report type to apps you upload to the AppExchange.

After you’ve set up a custom object, you can update it at any time.

Before you begin creating custom report types for your organization, review the following implementation

tips and best practices.

Implementation Tips

Users with the ―Manage Custom Report Types‖ permission can view and define custom report

types that include objects they do not have permission to access. However, they cannot access data

stored in those objects. For example, a user with the ―Manage Custom Report Types‖ permission

who doesn’t have permission to view leads can view and define custom report types that include

leads, but he or she cannot access lead data. This limitation lets specific users build report types

for all users in their organization without compromising data security settings.



The primary object you choose determines the views available to users creating or running reports

from your custom report type. For example, if you select accounts as the primary object for your

custom report type, then users can view their report results by All Accounts or My Accounts

from the View drop-down list on the Select Criteria page of the report wizard or on the Report

Options of the report.

You cannot add forecasts to custom report types.

You can add up to 4 objects to a custom report type. However, some of the object combinations

you choose may not be able to reach that limit. For example, if you add contacts as the primary

object, cases as the secondary object, and activities as the tertiary object, then you cannot add any

additional objects because activities does not have any object relationships that extend beyond it.

Reports run from custom report types that include territories may display results differently than

standard reports that include territories. This situation occurs because reports run from custom

report types only display results with territories, such as accounts with territories, whereas

standard reports that include territories may display results without territories. For example, if you

select the Account Territory Report, results display accounts without territories. In addition, the

Territories filter on report results run from custom report types that include territories

doesn’t include Multiple Territories or Missing Territories.

You cannot add the following fields to custom report types:

- Product schedule fields

- History fields

- Person account fields

- The Age field on cases and opportunities

You can add up to 1,000 fields to each custom report type. The total number of fields from which

a user can choose to report on for a specific object in the report wizard is displayed in the

Selected Fields column on a custom report type’s detail page.

Renamed fields from standard objects, as well as renamed standard objects, don’t display as such

on the field layout of the custom report type. However, renamed fields from standard objects and

renamed standard objects do display their new names on the Select Columns page of the report

wizard and on the preview page of the Select Columns page, which you can access by clicking

Preview Layout.

Consider the following when adding fields via lookup to the field layout page of a custom report

type:

- You can only add fields via lookup that are associated with objects included in the custom

report type. For example, if you add the accounts object to the custom report type, then you

can add fields from objects to which accounts have a lookup relationship.

- Selecting a lookup field on the Add Fields Via Lookup overlay may let you access additional

lookup fields from other objects to which there is a lookup relationship. For example, if you

select the Contact Name field from cases, you can then select the Account field from

contacts because accounts have a lookup relationship to contacts that have a lookup

relationship to cases.

- The fields displayed in the Add Fields Via Lookup overlay don’t include lookup fields to

primary objects. For example, if accounts are the primary object on your custom report type,

and contacts are the secondary object, then the Add Fields Via Lookup overlay doesn’t

display lookup fields from contacts to accounts.

- Fields added to the layout via the Add fields related via lookup link are automatically

included in the section of the object from which they are a lookup field. For example, if you



add the Contact field as a lookup from accounts, then the Contact field is automatically

included in the Accounts section. However, you can drag a field to any section.

- Fields added via lookup automatically display the lookup icon ( ) on the field layout of

the custom report type.

- You can add up to 60 objects per custom report type via lookup. For example, if you select

the maximum limit of 4 object relationships for a custom report type, then you could select

fields via lookup from an additional 56 objects. However, users will receive an error message

if they run a report from a custom report type and the report contains columns from more than

20 different objects.

- If you include activities as the primary object on a custom report type, then you can only add

lookup fields from activities to accounts on the select column layout of the custom report

type.

- Reports run from custom report types that include cases don’t display the Units drop-down

list that lets users view the time values of certain case fields by hours, minutes, or days.

Best Practices

After you save a custom report type, you cannot change the primary object associated with it. If

you want to change the primary object, you must define a new custom report type.

Choose ―In Development‖ as the Deployment Status when first creating your custom report

type to hide it from users while you’re designing and testing it. Making the status ―In

Development‖ hides the custom report type and any reports created from it from all users except

those with the ―Manage Custom Report Types‖ permission. Making the status ―In Development‖

also prevents all users except those with the ―Manage Custom Report Types‖ permission from

creating and running reports from the report type.

Choose ―Deployed‖ as the Deployment Status when you want to let users create and run

reports from the custom report type.

After deploying a custom report type, change the Deployment Status back to ―In

Development‖ if you want to make more enhancements to it.

Arrange fields on sections as they should appear to users in the report wizard.

Preview how the Select Columns page in the report wizard will display to users in reports run

from the custom report type by clicking Preview Layout on the Fields Exposed for Reporting

section.

If translation workbench is enabled for your organization, you can translate custom report types

for international users.

You can add custom report type to apps you upload to the AppExchange.

You can preselect commonly used fields on the Select Column layout in the report wizard via a

custom report type by clicking Edit Properties on the custom report type’s field layout, and then

selecting the Checked by Default checkbox next to the field. Fields selected by default

automatically display the checkbox icon ( ) on the field layout of the custom report type.

You can reduce the amount of time it takes a user to find fields to report on in the Select Column

layout in the report wizard by grouping similar fields together on custom report types’ field

layouts. You also can create new page sections in which to group fields that are related to one

another. Additionally, you can group fields to match specific detail pages and record types.



You can create custom report types from which users can report on your organization’s reports

and dashboards. When defining a custom report type, select Reports or Dashboards from the

Primary Object drop-down list on the New Custom Report Type page.

Section 9-17. What is Salesforce Connect for Microsoft Outlook?

Available in: Personal, Contact Manager, Group, Professional, Enterprise, and Unlimited Editions

Salesforce Connect for Microsoft Outlook is an add-in that allows you to interact with Salesforce conveniently from Outlook. Connect for Outlook adds buttons and options to your Outlook user interface. Note: For the latest Outlook integration experience, upgrade to our new tool, Salesforce for Outlook. With Connect for Outlook, you can:

Use the Salesforce Address Book to insert contacts and leads as email recipients

Add outbound or existing email messages from Outlook to account, asset, campaign, case, contact, contract, lead, opportunity, product, and custom object

records in Salesforce

Upload email attachments to Salesforce

Create a new case in Salesforce. from an Outlook email

Associate contacts, calendar events, and tasks in Outlook with records in Salesforce

Synchronize contacts, calendar events, and tasks between Salesforce and Outlook

From Outlook, open a Salesforce record's detail page in a Web browser

Note: The version of Connect for Outlook that you have installed may not include all these features. To upgrade to the most recent Connect for Outlook version, click Your Name | Setup | Desktop Integration | Connect for Outlook. If your administrator has renamed any Salesforce standard tab names, the tab names you see in Outlook are different than those mentioned in these help topics. Also, your administrator may have customized Connect for Outlook to disallow certain operations such as synchronizing contacts or uploading attachments. If your administrator has prohibited a particular operation, all related commands are disabled in your user interface. Connect for Outlook version 3.2 and later supports person accounts if they have been implemented in your organization.

Section 9-18. Installing Salesforce Offline


Available for an additional cost in: Professional Edition


To view records in

Salesforce Offline:

―Read‖ on the appropriate type of record such as accounts, contacts,

or opportunities

To update records in

Salesforce Offline:

―Create,‖ ―Edit,‖ or ―Delete‖ on the appropriate type of record such as

accounts, contacts, or opportunities

Installing an Individual Client

To download and install the Salesforce Offline (formerly called Force.com Connect Offline) client:

1. Click Your Name | Setup | | Desktop Integration | Connect Offline.

2. In Enterprise, Unlimited, and Developer Editions, the Connect Offline link is available only if

your administrator has done the following:

- Checked the Offline User box on your personal information.

- Configured your profile so downloading Force.com Offline is allowed.

https://help.salesforce.com/apex/HTViewHelpDoc?id=outlookcrm_sfo_about.htm&language=en



Professional Edition users can access the link for a 30-day trial of the service.

3. Click Install Now.

4. Click Yes when prompted to install and run the client.

5. Follow the prompts in the setup wizard to complete the installation.

Deploying Salesforce Offline System-Wide

If your organization uses Windows, network administrators can install Salesforce Offline on several

machines at once. For mass deployments, click Your Name | Setup | | Desktop Integration |

Connect Offline and click the link to download the zipped MSI package.

Running Salesforce Offline

To run Salesforce Offline:

1. Start Salesforce Offline: On your computer, click Start | Programs | salesforce.com | Connect Offline.

2. Enter your username and password.

3. Optionally, select the Update tab names checkbox when your tab names have

changed in Salesforce CRM and you want to automatically update them in Salesforce Offline. This

functionality automatically updates the first time you launch Salesforce Offline.

4. Select the Synchronize my data checkbox to fill your briefcase upon login.

5. Click Login.

Tips on Salesforce Offline

Consider the following when using Salesforce Offline:

Salesforce Offline installs SforceDB.exe as a service under the Windows system account that

begins when you start your computer and runs continuously in the background. The installation

also requires Salesforce CRM to install components that edit the registry on your computer. If

your organization imposes security that prevents you from installing software, log in as the

administrator of your machine before installing these components or contact your IT department

for assistance.

The version of Salesforce Offline that each user has is listed in his/her login history.

When logging in from an IP address that you haven’t used to access Salesforce CRM before, your

login is blocked until you activate your current IP address. Salesforce CRM automatically sends

an activation email to the email address on your Salesforce CRM user record. The email will

contain an automatically generated security key that you must add to the end of your password to

log in. For example, if your password is mypassword, and your security token is XXXXXXXXXX,

then you must enter mypasswordXXXXXXXXXX to log in.

Section 9-19. Managing Your Developer Sandboxes

Available in: Unlimited Edition

Developer Sandboxes are available for no additional cost in: Enterprise Edition. Other types of

Sandboxes are available for an additional cost.





To view a sandbox: ―View Setup and Configuration‖

To create, refresh, activate, and delete sandboxes: ―Modify All Data‖

Salesforce.com gives you the ability to create multiple copies of your organization in separate

environments for a variety of purposes, such as testing and training, without compromising the data and

applications in your Salesforce production organization. These copies are called sandboxes and are nearly

identical to your Salesforce production organization.

Sandboxes are completely isolated from your Salesforce CRM production org, which means that operations

you perform in your sandboxes do not affect your Salesforce CRM production org, and vice-versa.

There are three types of sandboxes: configuration-only, developer, and full sandboxes.

Configuration-Only Sandbox

Configuration-only sandboxes copy all your production organization’s reports, dashboards, price books,

products, apps, and customizations under Setup, but exclude all your organization’s standard and custom

object records, documents, and attachments. Creating a configuration-only sandbox can decrease the time it

takes to create or refresh a sandbox from several hours to just a few minutes, but it can only include up to

500MB of data.

Developer Sandbox

Developer sandboxes are special configuration-only sandboxes intended for coding and testing by a single

developer. They provide an environment in which changes under active development can be isolated until

they are ready to be shared. Just like configuration-only sandboxes, developer sandboxes copy all

application and configuration information to the sandbox. Developer sandboxes are limited to 10MB of test

or sample data, which is enough for many development and testing tasks.

Full Sandbox

Full sandboxes copy your entire production org and all its data, including standard and custom object

records, documents, and attachments.

Note: Contact salesforce.com to order sandboxes for your organization and to learn about how many

sandboxes you can create.

To manage your sandboxes, click Your Name | Setup | | Data Management | Sandbox. A list of

your existing sandboxes displays.

Click New Sandbox to create a new sandbox.

Salesforce CRM deactivates the New Sandbox button when an organization reaches its sandbox

limit. If necessary, contact salesforce.com to order more sandboxes for your organization.

Click Show Sandbox Refreshes to see a list of all sandbox refresh history, including when

sandboxes were created and who created them. Note that Salesforce deactivates all refresh links if

you’ve exceeded your sandbox limit.

Click Refresh to replace an existing sandbox with a new copy. Salesforce only displays the

Refresh option for sandboxes that are eligible for refreshing, which is any time after 30 days

from the previous creation or refresh of that sandbox. Your existing copy of this sandbox remains

available while you wait for the refresh to complete. The refreshed copy is inactive until you

activate it.



Click Activate to activate a refreshed sandbox. You must activate your refreshed sandbox before

you can access it. Salesforce CRM only displays this option for sandboxes that aren’t activated.

Warning: Activating a refreshed sandbox replaces the existing sandbox with the refreshed

version. This action permanently deletes the existing version and all data in it. Your production

org and its data will not be affected.

Click Del to delete a sandbox. The delete option is only available if your organization exceeds its

sandbox limit.

Warning: Deleting a sandbox permanently erases the sandbox and all data in it. Your production

org and its data will not be affected.

Click Login to log in to a sandbox. Salesforce CRM only displays this option for active

sandboxes.

Note that the Login button is for administrators and may not always be available; however, you

can log in to an active sandbox at https://test.salesforce.com by entering your modified username

and password.

Click on a sandbox name to view details about the sandbox, including the sandbox type and when

it was created.

Sandbox Implementation Tips

Consider the following before you create a sandbox:

Sandboxes automatically append .<sandbox_name> to email addresses on user records in the

sandbox environment. This process invalidates all user email addresses and prevents sandboxes

from sending email to your production org’s users because Salesforce CRM doesn’t deliver any

email with an invalid From address. You can manually correct email addresses in the sandbox user

records for users who will use the sandbox for testing and training.

Warning: Sandboxes automatically change Salesforce CRM user email addresses, but don’t

change other email addresses in Salesforce CRM, such as those in contact records. To avoid

sending unsolicited email from your sandboxes, manually invalidate or delete all email addresses

in your sandboxes that don’t belong to users. When testing the generation of outbound email,

change contact email addresses to those of testers or an automated test script.

Customizations to your production org don’t automatically appear in your sandboxes. You must

create a new sandbox or refresh an existing one to see the customizations made to your org since

the last time you created or refreshed a sandbox.

Testing Salesforce CRM and Google AdWords in your sandbox is not supported. Attempting to

test Salesforce CRM and Google AdWords in your sandbox will result in errors because your

sandbox org operates with the same the link to your Google AdWords account as your production

org.

The following features are disabled and cannot be enabled in sandboxes:

- Case escalation

- Opportunity reminders

- Contract expiration warnings

- Subscription summary

- Automated weekly data exports

- The ability to create Force.com sandboxes

https://test.salesforce.com/



Note: Case escalation, opportunity reminders, and contract expiration warnings are disabled

because they automatically send email to contacts, customers, and users who shouldn’t interact

with sandboxes.

Testing Salesforce CRM Content in your sandbox is not supported.

Email service addresses that you create in your sandbox cannot be copied to your production org.

Although full-copy sandboxes have the same storage limit as your production org, configuration-

only sandboxes have a 500MB storage limit, and developer sandboxes have a 10MB storage limit.

The organization IDs of your sandboxes differ from your production org ID and will change each

time your sandbox is refreshed.

Only custom links created as relative URLs such as /00Oz0000000EVpU&pv0={!Account_ID}

will work in your sandboxes. All custom links created as absolute URLs such as

https://na1.salesforce.com/00Oz0000000EVpU&pv0={!Account_ID} will not work in your org’s

sandboxes.

Sandboxes don’t send storage limit email warnings. To check your storage usage and limits, click

Your Name | Setup | | Data Management | Storage Usage in your sandbox.

Salesforce CRM has a background process that permanently deletes records in the Recycle Bin

that are older than 30 days. The time of the latest execution of this process is available through the

getDeleted() PI call.

This process runs at different times on different servers, so its timestamp in your sandbox differs from its

timestamp in your production org. Applications and integrations that depend on this timestamp may fail if

they are first connected to one environment, such as your production org, and then later connected to

another environment, such as your sandbox. Keep this condition in mind when developing applications and

integrations that depend on this timestamp.

You can add, edit, or delete Force.com code (Apex) using the Salesforce CRM user interface only

in a Developer Edition or sandbox org. In a Salesforce CRM production org, you can only make

changes to Force.com code by using the compileAndTest API call.

If your sandbox is the same version as the AppExchange, you can:

- Install and deploy apps from the AppExchange in your sandbox

- Publish apps from your sandbox to the AppExchange

Note: The version of your sandboxes may differ from the AppExchange around the time of a

Salesforce CRM release. Check the logo in the upper left corner of your sandbox home page for

version information.

All sandbox copies are made with federated authentication using SAML disabled. Any

configuration information is preserved, except the value for Recipient URL changes to

http://tapp0.salesforce.com. To re-enable SAML in the sandbox copy, select Your

Name | Setup | | Security Controls | Single Sign-On Settings, then click Edit, and select

SAML Enabled. You must change the Recipient URL in the IDP as well.


For more information: Contact your account executive to learn how we can help you accelerate your CRM success.

Corporate Headquarters The Landmark @ One Market Suite 300 San Francisco, CA, 94105 United States 1-800-NO-SOFTWARE www.salesforce.com

Global Offices Latin America +1-415-536-4606 Japan +81-3-5785-8201 Asia/Pacific +65-6302-5700 EMEA +4121-6953700

Copyright @2011, salesforce.com, inc. All rights reserved. Salesforce.com and the “no software” logo are registered trademarks of salesforce.com, inc.,

and salesforce.com owns other registered and unregistered trademarks. Other names used herein may be trademarks of their respective owners.

Section 9-20. Development as a Service

Introducing a powerful new set of development-as-a-service (DaaS) tools and APIs that let enterprise

developers easily harness the promise of cloud computing. Providing full access to the database, logic, and

user interface capabilities of the Force.com platform, these technologies unite the productivity of

development and IT collaboration tools with the power of Force.com platform as a service (PaaS). DaaS

includes the new Force.com Metadata API, the Force.com Integrated Development Environment (IDE), the

Force.com Sandbox, and Force.com Code Share to provide developers with a comprehensive set of services

to build enterprise cloud computing SaaS applications.

Force.com Metadata API

Providing access to the database schema, Force.com code (Apex), and Force.com pages (Visualforce) user

interfaces that comprise a Force.com application, the Metadata API can be used to integrate with

development tools and processes similar to the way the Force.com API can be used to integration with

existing applications and systems.

Force.com IDE

The Force.com IDE is the world’s first IDE for PaaS. Built on Eclipse, the Force.com IDE provides a way

to manage all standard development tasks—project views, HTML composition, rich code editing with error

tracking, and more—and provide developers with a powerful, familiar environment for creating Force.com

applications.

SG_CertifiedAdvAdmin_Summer11_2011-07-05