Certified Administrator

Salesforce CRM Overview
Describe the software-as-a-service (SaaS) model
On-Demand Model – Mulit-Tenancy and Subscriptions

- Economies of Scale
- Faster Vendor Innovation
- Automatic Upgrades
- Scalability
Software-as-a-service refers to the concept of a hosted solution. The vendor (Salesforce in this case), owns and maintains the servers, software, and everything else that is required to keep the system up and running. The customer purchases licenses to use the product, and connects to the software through the internet. The beauty of this model is that the customer no longer has to maintain the IT infrastructure. The downside is that it can be more expensive long-term than the client/server model, and requires a constant internet connection.

Beyond SaaS

You should also become familiar with the term platform-as-a-service (PaaS). This refers to the end-to-end development and release of an application through the web. For instance, I would design a custom app for and release it to my users entirely through my web browser.

Both SaaS and PaaS are examples of cloud computing. The gist of cloud computing is that the server(s) is hosted on the internet (also known as the cloud).
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List and describe the different Salesforce applications
Customer Service and Support
SFA - Salesforce Automation

Salesforce applications are a bundle of tabs packaged together. When you change applications it will changes the tabs listed on the top of your screen. Each tab represents a Salesforce object. Below is an overview of the applications and the tabs packaged by default.

Just because the tab is not listed in the application does not mean that the user cannot access the data. Security controls are completely independent of the application, and a full list of objects can be accessed by the right triangle to the right of the last tab:

Sales: Home, Campaigns, Leads, Accounts, Contacts, Opportunities, Forecasts, Contracts, Cases, Solutions, Products, Reports, Documents, Dashboards

Call Center: Home, Accounts, Contacts, Cases, Solutions, Reports, Dashboards, Documents

Marketing: Home, Campaigns, Leads, Contacts, Opportunities, Reports, Dashboards, Documents

Ideas: Home, Contacts, Accounts, Ideas, Reports, Dashboards
PaaS is a reference to the development and release of apps thru the cloud.
SAAS & PAAS eg. of cloud computing
Salesforce Apps
Customer Service and Support
SFA - Salesforce Automation
List and describe the standard objects
Campaigns – Marketing Projects that need to be planned, managed, and tracked in
Leads – Persons or Companies interested in products – Prospects or Suspects
Accounts – Orgs, individuals or companies doing business
Contacts – Individuals associated to Accounts
Opportunities – Potential Sales Deals
Cases – Detailed description of customer’s feedback, problem, question
Solutions – description of issue and resolutions – solution knowledge base
Forecasts – Best estimates of Revenue generation
Documents – store files in folders with access rules
Reports – Summary and analysis of data – displayed or printed
Dashboard – collection of charts and components – real time snap shot of metrics and KPIs
Activities – Task and Calendar Events
Products – Individual Items sold on Opportunity
Accounts are where the company contact info is stored. Understand the Person Account- this type of account combines the contact and account into one object type. This would be used for b2c applications where two records would be redundant. Person Accounts must be specifically requested and can only be enabled by staff.

Activities are split into tasks and events. Tasks are typically phone call or emails that would be logged on the account/lead/opportunity/case. Note that the look-up field field on activity is not standard because it can reference many different objects (more on this later). Events are appointments; think calendar items in Outlook. Activities are enabled on a per-object basis. This means that while you log calls on an account you cannot log a call on a report, for instance.

Assets can be used to track your company’s or your clients’ assets. They relate to the account and contact, and link to Products, by default. Products do not need to be added to a price book to be linked to an asset.

Campaigns are used for marketing purposes. Leads and contacts can be added to a marketing campaign. The campaign can then be used to track response rates to marketing campaign, establish ROI, and so forth. Web-to-

lead can be configured to automatically add your lead to one campaign.

Cases are used to track support issues. They can be configured to be accessible through the self-service portal ( support is set up this way). Email-to-case and web-to-case are also possible.

Contacts store contact information, and are linked to accounts. If a contact is not linked to an account then it is a “private” contact and only viewable by the contact owner or salesforce administrator.

Contracts used to track contractual agreements and provide an audit history of that agreement. Contracts are related to accounts, not opportunities.

Dashboards are comprised of components. Each component links to a report or external source. Each report can provide only one summary field (two for matrix reports). The component determines how the data of the report is presented. Dashboards are only as current as the last time they were refreshed. A dashboard refresh can be done manually, or can be scheduled on a daily/weekly/monthly and emailed upon automated refresh.

Documents are different than files attached to objects. Documents are shared online documents and are used this is where you would store graphics for email templates and other files that Salesforce uses.

Forecasts can be used to project revenue, and track user quotas. Customizable forecasting can be used for users to override projections in opportunities.

Leads can be converted to a contact, account, and opportunity. Web-to-lead will allow you to convert website submissions directly into Salesforce leads.

Opportunities represent a)a sale or b)a lost sale or c)the potential for a sale. The stage field of the opportunity indicates at what point in the sales cycle the opportunity currently resides, and marks the probability (%) field with the corresponding percentage. This probability field is often used to create projections. Each stage can be marked as Closed/Won (sold) or Closed/Lost (lost) or neither (open); abc respectively.

Opportunity Products are can be added to opportunities to represent line items in a sale. Opportunity "3 widgets" represents the sale of 3 widgets at $40/pop. You would add an opportunity product linked to the
product "widget", qty 3, price $40. Opportunities products are linked to Opportunities through a
master/detail relationship. Products must be added to a price book to be selectable as an opportunity product.

Price Books are used to establish different pricing structures for products. Large client A gets the product for $50, while the public list price is $100. No problem- create the price book "Large client A" and add the product to that price book for $50; add the product to the "Standard Price Book" for $100.

Products would typically be used to store the products that your company sells, or the assets that your company or clients maintain. Add products to price books to establish pricing for opportunity products.

Reports come in 3 varieties: Tabular, Summary, and Matrix. Tabular is a plain list (like an Excel file).

Summary will summarize information on one axis- for instance I want to see all opportunities per sales rep.

Matrix reports will summarize information by both axises. I find Matrix reports particularly useful for Dashboard purposes. A report is created by selecting a Report Type. Report Types can be created as well.

Solutions are used to create answers to commonly created cases. Solutions can must be reviewed before published, and can be made accessible in the self-service portal creating a knowledge base type of application.

Users are the ones that log into When a user is no longer "active" you can no longer assign records to that user.
Standard objects - CLA COCS FDR DAP
Identity Confirmation (setting login restrictions)
Describe the Identity Confirmation feature
By default,'s Identity Confirmation feature automatically recognizes whether a user is logging in from an IP address or device that has been previously used. Unrecognized IP addresses or devices prompt identity re-verification.

The identity confirmation feature is what requires you to activate your computer to log in.
The identity confirmation feature is what requires you to activate your computer to log in.

From Salesforce solution "What is the Identity Confirmation feature and how does it work?"

Criteria for Activation Process:

1. Is the org using IP Login Restrictions on Profiles?
2. Is the User logging in from an IP on the Trusted Network list?
3. Have we seen this Activated User from this IP address before?

----If Activated once before, we add the IP to their personal list and never challenge them from that IP again.
Each user has a list of IPs from which they’ve activated. (This list is not currently visible in the applciation.)

4. Does the User have a cookie placed from Salesforce in this browser?

----We set a cookie on any browser that doesn’t have a cookie once a User has logged in.
If they log in from a Trusted Network IP a cookie will be set in the browser.

*Yes on any one of these = Pass on activation process
*No on all of these = Initiate activation process

The activation process requires you to click "Send activation link" when you attempt to log in. Salesforce will then send you an email with a link that you must click to complete the activation process. You must click this link on the same computer that you intend to log in on- a blackberry or remote computer will not work.
Describe the differences between logging in through the API versus the UI
The user interface (UI) is logging into Salesforce using a web browser. If you are not a)connecting through a web browser and b)connected to then you are almost undoubtedly connecting through the API.

API access comes in many forms: Connect for Outlook, Salesforce Offline- basically any external application/website that references data in Salesforce uses API calls. checks whether the user's profile has login hour restrictions. If login hour restrictions are specified for the user's profile, any login outside the specified hours is denied. then checks whether the user's profile has IP address restrictions. If IP address restrictions are defined for the user's profile, any login from an undesignated IP address is denied, and any login from a specified IP address is allowed.

If profile-based IP address restrictions are not set, checks whether the user is logging in from an IP address they have not used to access before:

- If the user's login is from a browser that includes a cookie, the login is allowed. The browser will have the cookie if the user has previously used that browser to log in to, and has not cleared the browser cookies.

- If the user's login is from an IP address in your organization's trusted IP address list, the login is allowed.

- If the user's login is from neither a trusted IP address nor a browser with a cookie, the login is blocked.

Whenever a login is blocked or returns an API login fault, must verify the user's identity:

- For access via the user interface, the user is prompted to click a Send Activation Link button to send an activation email to the address specified on the user's record. The email instructs the user to copy and paste an activation link into their browser to activate their computer for logging in to The activation link included in the email is valid for up to 24 hours from the time the user clicked the Send Activation Link button. After 24 hours, the activation link expires, and users must repeat the activation process to log in. Note
The first time a user logs into, they do not have to activate their computer. However, the next time a user logs in, they must activate their computer using the Send Activation Link button.

- For access via the API or a client, the user must add their security token to the end of their password in order to log in. A security token is an automatically-generated key from For example, if a user's password is mypassword, and their security token is XXXXXXXXXX, then the user must enter mypasswordXXXXXXXXXX to log in.

Users can obtain their security token by changing their password or resetting their security token via the user interface. When a user changes their password or resets their security token, sends a new security token to the email address on the user's record. The security token is valid until a user resets their security token, changes their password, or has their password reset.

Tip -
It is recommended that you obtain your security token via the user interface from a trusted network prior to attempting to access from a new IP address.
The user interface (UI) is logging into Salesforce using a web browser. If you are not a)connecting through a web browser and b)connected to then you are almost undoubtedly connecting through the API.

API access comes in many forms: Connect for Outlook, Salesforce Offline- basically any external application/website that references data in Salesforce uses API calls.
Example of API is Dataloader.
Salesforce desktop client examples are
1) Connect for Outlook
2) Salesforce for Outlook
3) Connect Offline
4) Connect for Office
5) Connect for Lotus Notes

Other Ways of Accessing Salesforce is Via the API, Data Loader or User Interfaces

Explain the concept of Login Hours and Login IP ranges
Profile-Based Login Hours and IP Addresses
- For each profile, you can set the hours when users can log in and the IP addresses from which they can log in.

Organization-Wide Trusted IP Address List
- For all users, you can set a list of IP address ranges from which they can always log in without receiving a login challenge.

Login hours are configured on a per-profile basis, Enterprise and up only.

Setup –> Manage Users –> Profiles

Login IP Ranges

By default, any user can connect from any IP address. When you add an IP range, then users can only connect from allowed networks. Login IP Ranges are configured depending on version:

Enterprise and up: Profile-based

Setup –> Manager Users –> Profiles

Professional and lower: Company-wide

Setup –> Security Controls –> Session Settings

Trusted Networks

If you are connecting from a trusted network, then you will not have to activate your computer or use a security token for API calls (a password alone will suffice). Add networks to the trusted list:

Setup –> Security Controls –> Network Access

Criteria for Security Token:

Is this User / API call / client app logging in from an IP on the Trusted IP Range list?

Does this User have IP Login Restrictions on their profile?

*Yes on either of these will mean a pass on Security Token requirement
Login hours refers to when a users login in time has been restricted between a certain time. for IP range, a user can be restricted to log in within certain IP ranges, if they attempt to log in with an IP outside of the range they are not allowed to log in
Add and delete an IP range
Administration Setup > Security Controls > Network Access
New to create a new range
Delete from action column
IP ranges are used for Login IP Ranges and Trusted Networks. Use a start IP and an end IP, and it will register all IP addresses between.
Describe the methods to allow access to the application
There are several methods to access the program:

Web browers (UI)

API access (3rd party programs, websites, etc.). The API is only available to Enterprise Edition and up.

Mobile application (Blackberry)

Access is granted by creating a user with a set profile. This profile restricts access hours and API access. Mobile access is licensed per user and assigned as such.

There are several methods to access the program:

Web browers (UI)

API access (3rd party programs, websites, etc.). The API is only available to Enterprise Edition and up.

Mobile application (Blackberry)

Access is granted by creating a user with a set profile. This profile restricts access hours and API access. Mobile access is licensed per user and assigned as such.
Mobile Application(SalesForce1 Mobile Application)
Navigation – User Interface (UI) Settings
Identify specific areas of the Salesforce Home Tab
Tabs – global navigation
Links – users with proper permissions can access different parts of application
Customize my Tabs
Create New
Message & Alerts
Recent Items – up to 10 items most recently added or viewed

Side Bar – Contains Search, Message & Alets, Create new and Recent Items – can be collapsed with Alt + S or black arrow
The configuration of each home page component is company-wide (there isn’t much to configure, just links/messages). Which components are displayed is determined by page layouts (profile-based).

Setup –> Customize –> Home –>Home Page Components
Setup –> Customize –> Home –> Home Page Layouts

There is a left pane and a right pane. Components plug into each pane- each square is a component:
The configuration of each home page component is company-wide (there isn’t much to configure, just links/messages). Which components are displayed is determined by page layouts (profile-based).

Setup –> Customize –> Home –>Home Page Components
Setup –> Customize –> Home –> Home Page Layouts

There is a left pane and a right pane. Components plug into each pane- each square is a component:

List of components:

Create New
Recent Items
Messages & Alerts
Custom Links
Solution Search
Document Search
Product Search
Dashboard Snapshot
Items To Approve

(Tags can also be shown via Home Page Layouts)
True or False: By default, search results are limited to records owned by the logged in user. FALSE
Search results are not limited to records owned by the logged in user by default.

Which of the following are company-wide settings?
Enable in-line editing
Enable collapsible sections
Show quick create
List of components
Article Search
Customer Portal Welcome
Configure Search settings for your organization
Search settings are company-wide.
Setup > Customize > Search
Setup –> Customize –> Search

Enable Object Drop-Down List for Sidebar Search: shows the filter by object above search
Enable "Limit to Items I Own" Sidebar Search Checkbox: shows checkbox
Customize the Tabs a user can access or select from Tab settings
Settings > Manage Users > Profiles

There are 3 settings:
Default On: tab will show unless user turns it off
Default Off: tab will not show unless user turns it on
Hidden: tab will not show, nor will it be listed under all tabs. This does not prevent the user from viewing the data of this object type.

Users can show/hide tabs that are not marked "Hidden". This just modifies their account; it is just a preference option.
Settings –> Manage Users –> Profiles

There are 3 settings:

Default On: tab will show unless user turns it off

Default Off: tab will not show unless user turns it on

Hidden: tab will not show, nor will it be listed under all tabs. This does not prevent the user from viewing the data of this object type.

Users can show/hide tabs that are not marked "Hidden". This just modifies their account; it is just a preference option.
Locate, identify, and explain the UI features an administrator controls
User interface settings are company-wide.

Settings > Customize > User Interface
Organization Administration
List what information is included in the Company Profile
Info that can be updated on the Company Profile:
-Language, Locale, Time Zone
-Primary Contact and address info
-Manage Currency (Multi-currency, Dated exchange rate)
To pass this test you should be able to:
- List what information is included in the Company Profile
- List the places where Currency is specified
- Describe the effect of changing your company’s default Time Zone, Currency, Locale, and Language
- Describe the effect of enabling the Custom Fiscal Year setting
- Create and manage letterheads and email templates
Company profile has Compny info (Language, locale and currency setting).
Business hours
Fiscal year
List the places where Currency is specified
-Active currencies are located in the Company Profile(org), User Record(Personal Setup) and Opp (Record).
Describe the effect of changing your company’s default Time Zone, Currency, Locale, and Language

Default language -users can override the org default
Default locale -users can override or default (effects date format, i.e. 12/03/09 vs 03/12/09
Default time zone -users can override for their own setting
In a multi-currency org, Currency is a required field on all objects in SF and must be considered during importing and custom object creation!
Accts and associated contacts must use the same default currency
Multi-currency feature must be requested -all orgs are defaulted w/ just one currency org ID is used for integration -identifying which org to load data into
Once Advanced Currency Mgmt (allows dated exchange rates) is activated for an org, you cannot deactivate!

Describe the effect of enabling the Custom Fiscal Year setting
Custom Fiscal Year -for companies that break down the fiscal years, quarters and weeks in to custom fiscal periods based on their financial planning reqs -Once you activate a custom fiscal year, you can't go back and it must always be manually maintained!
Create and manage letterheads and email templates
you can make your own template letter head by text html
Emails can have attachments, be in plain text, be templated in HTML, but cannot have XML code/template.
Describe a Profile
Profiles are primarily used to control the permissions for a user
manage permission and settings for users
Sirven para controlar los permisos de un usuario, directivas de uso y configuración de ususarios
To pass this test you should be able to:
- Describe a Profile
- Explain what a Profile controls
- List the Standard Profiles
- List the features available for managing profiles
- Evaluate when to create a Custom Profile
- Explain the differences between a Custom Field and a Standard Field
- List the different types of Custom Fields
- Set up a Custom Field
- Map Custom Lead Fields
- Re-label a Standard Object
- List objects for which you can enable Fields History Tracking
- Define the dependencies when using a Dependent Picklist
- Create and modify a Dependent Picklist
- Describe the capabilities of Custom Lookup fields
- Create and modify a Lookup Field
- Describe the capabilities of Formula Fields
- Create and modify a Formula Field
- Describe Roll-up Summary Fields
- Create and modify a Roll-up Summary Field
- Describe the elements within a Page Layout
- Create and modify a Page Layout
- Create, customize, and print a List view
- Customize a Related List
- Describe how to use Record Types
- Create and modify a Record Type
- List the objects that require a business process
- Explain how Field-Level Security affects page layouts and visibility
- Set up Field-Level Security
Explain what a Profile controls
Tabs shown (Default On, Default Off, Hidden)
IP restrictions (Enterprise+)
Object-level security
Field-level security
Login hours
Apex/VF pages accessible
Console layout
Selectable applications (sales, call center, etc.)
Administrative & General User permissions (modify all data, run apex, approve contracts, etc.)
- Pestañas mostradas en el layout
- Restricciones de direcciones o IP
- Nivel de seguridad de los objetos
- Nivel de seguridad de campos
- Movimientos en el sistema (auditoría)
- Accesibilidad a código de programación Apex y VisualForce
- Aplicaciones selectivas como Sales call center
- Permisos generales y administrativos (modificación de registros, aprobaciones etc)

List the Standard Profiles
Standard Profile Name

System Administrator
Standard User
Ready Only
Solution Manager
Marketing User
Contract Manager
Partner User
Standard Platform User
Standard Platform One App User
Customer Portal User
Customer Portal Manager
Contract Manager
Marketing User
System Administrator
Solutions Manager
Standard User
Read Only
Standard Profiles (6)

Read Only
Standard User
Marketing User
Contract Manager
Solution Manager
System Administrator

List the features available for managing profiles
Manager User>User>New User
Evaluate when to create a Custom Profile
Administrative permissions (modify all data, view and setup configuration, etc.)
General User permissions (manage self service portal, manage cases, etc.)
Object-level permissions
Standard profiles and custom profiles are essentially the same, except that the above 3 areas of configuration cannot be changed on a standard profile.
Explain the differences between a Custom Field and a Standard Field
Standard fields are created by Salesforce and packaged with the object. Custom objects are those that you create.

Custom fields and objects always have "__c" appended to the API name.

Side note: Custom related lists to have "__r" appended to the API name.
List the different types of Custom Fields
Auto Number (there are some options here, but this is essentially a counter that grows as records are created)
Formula (covered later)
Hierarchical (creates a lookup relationship from the user object to the user object and does not reference role- this could be used to create a field for a user’s supervisor)
Lookup Relationship
Master-Detail Relationship
Picklist (Multiselect)
Roll-Up Summary
Text (Encrypted) – Available by request only.
Text Area
Text Area (Long)
Text Area (Rich)
Set up a Custom Field
Map Custom Lead Fields
Create the custom field on the object that you wish to transfer the information to
Map the field (Customize –> Leads –> Fields, Map Lead Fields)
Let’s say I have a field on my lead called "Page Source" (I have mutliple web-to-lead forms running; this page tracks which page the lead was submitted from). I would create the picklist field "Page Source" on the lead object, and then on the opportunity object, then head back to the lead page and map it over.
Re-label a Standard Object
Customize –> Tab Names and Labels –> Rename Tabs and Labels

Available in Pro+
List objects for which you can enable Fields History Tracking
Custom Objects
Notably AWOL: campaigns, assets, ideas, documents, opportunity products, price books, products
Define the dependencies when using a Dependent Picklist
Picklist dependencies work for Picklist and Picklist (Multiselect) fields only

Picklist dependencies work only for Picklist field, not Picklist (Multiselect).

Can also be a controlling field in Field Dependency

Create a related list on the other object (for instance, opportunities listed on the account page- the name of the related list is controlled by the lookup field, the fields displayed in the list is controlled by the page layout)
Enables cross-object formulas (I can create a formula on an opportunity that references a field on the account)
Create and modify a Dependent Picklist
Describe the capabilities of Custom Lookup fields
Create a related list on the other object (for instance, opportunities listed on the account page- the name of the related list is controlled by the lookup field, the fields displayed in the list is controlled by the page layout)
Enables cross-object formulas (I can create a formula on an opportunity that references a field on the account)
Create and modify a Lookup Field
Describe the capabilities of Formula Fields
Formula fields have an immeasurable number of uses. See the article "Useful Advanced Formula Fields" for some great examples.

The key is to understand that a formula field can capture and manipulate data. It can pull data from:

Any field on the record the formula is created
Any field on a record that is linked via lookup relationship (a maximum of 5 lookups)- for instance you can create a formula on the opp object and reference account’s data
The key limitation of formula fields is that they cannot reference data in related lists. For instance, you cannot reference any information about the contact roles on the opportunity in a formula because contact roles is a related list, not a lookup (I’ve been burned by this!).

We can have 40 Look up fields for any standard object and custom object.
And we can have 2 Master - detail relationships for only custom object.
Create and modify a Formula Field
Describe Roll-up Summary Fields
While your formula fields calculate values using fields within a single record, roll-up summary fields calculate values from a set of related records, such as those in a related list. You can create roll-up summary fields that automatically display a value on a master record based on the values of records in a detail record. These detail records must be directly related to the master through a master-detail relationship.

The key benefit of a roll-up summary is that it performs math on data in related lists. The key limitation is that roll-up summaries are only available for data in a master-detail relationship.

Types of rollup:

COUNT (record count of related list)
SUM (addition of field within related list-number/currency/percent only)
MIN (lowest value within related list-number/currency/percent/date/date-time only)
MAX (highest value within related list-number/currency/percent/date/date-time only)

You can only set filter criteria for records to enter into the summary.

Example: Create a field on account that displays the total of all opportunities won for the account: Create the roll-up summary SUM of opportunity.amount and set the filter criteria to stage=won.
Create and modify a Roll-up Summary Field
Describe the elements within a Page Layout
Page layouts are comprised of sections; each section contains either fields, custom links, or related lists. Key facts:

The displayed fields within a related list are controlled by the page layout; the name of the related list is determined by the lookup/master-detail relationship on the other object (see customize a related list below).
Page layouts can make an object required or read only. Combine page layouts and field-level security: take the lowest possible permission. For instance, a "hidden" (field-level permission) will never display regardless of page layout. Likewise, a field marked "Always require a value in this field to save a record" will always be required on the
page layout.
Page layouts are assigned by profile and by record type.
Create and modify a Page Layout
Create, customize, and print a List view
Customize a Related List

Exmple: Custom object "Sample Object" lookup relationship to account. Rename the related list from the object doing the looking- in this case edit the lookup to account. Notice the label in the bottom right "Those Objects".

The fields displayed on the related list are controlled by the page layout. Here is the account page layout (that should read "Fields displayed in the related list"):

Example I printed out!
Describe how to use Record Types
Quick facts:

Enterpise+ only.
The record type "Master" is always present for every object, but is not listed under the record types list. It contains all picklist/process options. It can be assigned as a record type for a profile so long is it the only assigned record type for that profile.
Each record type is assigned to 1 page layout type per profile. This means if you have two custom record types for account and 5 profiles, you will have 15 page assignments (5×2 for each custom, and 5 for Master).
Selectable record types are assigned per profile.
Field-level security is configured separately for each record type.
Create and modify a Record Type
The overall process for creating a record:

What record types are associated with the current profile?
If more than 1 record type, prompt user for record type selection. If just 1, select that record type without prompting.
Based upon record type and profile, assign appropriate page layout.
Based upon record type, assign the appropriate process and picklist values.
A process is a selection of picklist values specific to an object:

Lead Process: Lead Status (open, closed, etc.)
Sales Process (opportunity): Stage (won, lost, percentage)
Support Process (case): Case Status (open, closed, etc.)
Solutions Process: Solution Status (draft, deployed, etc.)
Exampe: My sales staff sells an opportunity that represents a contract. My customer service department can then upsell on this contract. I would create two sales processes, two different record types, and two different page layouts: "Contract" and "CSR Upsell". I would create a lookup relationship from opportunity to opportunity, and only require/display this only for the CSR profile. I would also configure the roles of the organization so that they could not modify each others’ opportunities.
List the objects that require a business process
Explain how Field-Level Security affects page layouts and visibility
Apply whatever security is most restrictive between the page layout and field level security of the profile.


Field level: Hidden
Page Layout: Listed normally
Result: Not displayed (treated as if it were not listed on the page layout)
Field level: Read Only
Page Layout: Listed normally
Result: Read Only
Field level: Edit
Page Layout: Read Only
Result: Read Only
Set up Field-Level Security
Administrative Setup –> Security Controls –> Field Accessibility. This will allow you to view by fields, profiles, or record types.

Administrative Setup –> Manage Users –> Profiles. This will allow you to configure field-level security per profile.
Security & Access
List the information captured on the User Record
Delegated Approver
Time Zone
Admin Newsletter
Offline user
Sales Anywhere User
Accessibility Mode
Send Apex Warning Emails
Development Mode
Allow Forecasting
Checkout Enabled
Call Center
Email Encoding
Employee Number
Used Space
Last Login
Create and maintain User Records
Setup –> Manage Users –> Users
An user cannot be deleted. When needed a user needs to be logically deleted ( elaves an org) then transfer all objects ( ownership gets transferred) and set the user to inactive ( by unclicking the 'active' button). THis leaves the historic records with that users name, and hence maintains data integrity.
Explain the Record Owner concept
For each and every record there is one and only one record owner. Records can only be assigned to active licensed Salesforce users. When a user is marked inactive, they still own all records assigned to them, but cannot be assigned new records. The terminology “record owner” is reflected through Salesforce. For instance, the “My Opportunities” list view refers to “opportunity records in which I am listed as the record owner”.

Additionally, the role of the record owner is what determines access to that record for the rest of the organization via Sharing Settings. Synchronization applications (Connect for Outlook, Salesforce Offline) will only synchronize records owned by the user by default (two exceptions: sharing groups, if a user owns an account, they will automatically collect all of the contacts regardless of owner).

In practice each user should be responsible for all records owned. For instance, sales rep X owns account ABC Finance. Rep X would be responsible for keeping all address information, contacts, and opportunities up to date.
Describe the elements of the Sharing model
See “Overview of Data Permissions Setup”

Sharing Settings control the default access for each object across the organization. Sharing rules per object can grant access beyond the default Sharing Settings; they cannot restrict access.

Default Sharing Settings

See “Sharing Model Fields”

Controlled by Parent
Public Read Only
Public Read/Write
Public Read/Write/Transfer
Public Full Access (campaigns only)
Grant Access Using Hierarchies is cannot be disabled for standard objects. When this setting is enabled, the role of the record owner determines visibility throughout the organization. Users in roles higher in the hierarchy will be always have full access (view/edit/delete) to all records owned by those lower in hierarchy.

If Grant Access Using Hierarchies is not enabled, all roles are treated equally regardless of hierarchy.
Resolution has a flexible sharing model. As the System Administrator, you can define the default sharing model for your organization in order to give users greater access to information. The four sharing model options can be selected separately for Leads, Contacts, Accounts, Assets and Contracts, Opportunities, Cases, and the group Calendar. These options include:

This setting for a given object allows users to access only the data they own. No one will be able to view records owned by others.

This setting allows users to see, but not change, records in their organization, regardless of who owns those items. Items can also be added by anyone onto related lists with this permission level.

This setting allows all users the ability to view and edit records owned by others. But ownership itself cannot be changed except by the owner.

This setting on an object allows all users the ability to view, edit, and even change ownership of records owned by others.

To change your Organization Wide Default Security & Access rules:

1. Click on: Setup | Administration Setup | Security Controls | Sharing Rules

2. Click on "Edit" for the Organization Wide Defaults

3. Choose the default access level for each object

4. Click "Save"
Describe the scope and capabilities of Organization-Wide Defaults
Organization-wide defaults control the level of access each user has to record they do not own. Let’s examine my example:


C-Level & E-Level Management
Sales Management
Sales Reps
Operations Management
Operations Dispatchers
Customer Service Management
Customer Service Reps
Sharing Settings for Opportunity are set to “Private”. A Sharing Rule exists that grants Operations Dispatchers Read Access to Sales Reps’ opportunities. Here’s how this would play out. We’re looking at access to Sales Reps’ opportunities:

C-Level & E-Level Management Full Access (hierarchy)
Sales Management Full Access (hierarchy)
Sales Reps No Access
Operations Management Read Access (granted by hierarchy)
Operations Dispatcher Read Access (granted by sharing rule)
Customer Service Management No Access
Customer Service Reps No Access
Notice how even sharing rules are affected by Grant Access Using Hierarchies. Note: Group-based sharing rules do not propagate using hierarchies.
Explain how access is granted through the Role Hierarchy
When a user accesses a record they do not own, the following takes place:

Security controls- does the user’s profile have access to this object?
If no, deny access.
Is Grant Access Using Hierarchies enabled for this object?
If No –> Step 3
If Yes –>
Is this user’s role higher in the hierarchy than the role of the record’s owner?
If Yes –> Provide full access
If No –> Grant permissions of any sharing rule for users lower in the hierarchy (see above example)
Grant permissions of any sharing rule specific to my role
Grant permissions of default sharing settings
Grant the highest privileges of all of these steps combined.

Note: sharing rules only control access to the object. Field level accessibility is not
Set up Organization-Wide Defaults
Security Controls –> Sharing Settings
Describe the use of Roles
Roles are a principal element in sharing rules. Users should be grouped into roles based upon their need for access to data- how they fit into the role hierarchy. Creating a role for each title is not required. Roles are accessed throughout the application, and are particularly important for reporting. For instance, if you have two groups “Outside Sales” and “Inside Sales” you can run comparative reports to both roles.

Build a Role Hierarchy

Manage Users –> Roles

Roles report to another role. It is a one-to-many hierarchical relationship.
Build a Role Hierarchy
Assign users to Roles
Manage Users –> Roles
Mass-transfer records from one user to another
Data Management –> Mass Transfer Records

Select the type of record to transfer. Enter the old user, new user, and set the filter criteria for records to transfer. It is essentially the s
ame as running a report but instead of getting results you transfer the record.
List the objects that may have Sharing Rules

You can also share records from custom objects

To view a custom object record: “Read” on the custom object
Custom Objects
Build Sharing Rules
Security Controls –> Sharing Settings

Sharing rules can be established between:

Public Groups
Roles and Subordinates
Share records manually
Note: The sharing button will only appear when a record the Sharing Model for the object is either Private or Read Only. In my developer test account, no objects by default qualified.

Click on the record, click Sharing. Select the users/groups and access level to grant. Records are shared as such individually.
Describe the use cases of Public Groups and where to use them
Public Groups are created by administrators and can be used by everyone; they have the same basic functionality as private groups. A few uses include using a sharing rule (org-wide or record sharing), specify contact synchronization, and add multiple users to a Salesforce Content workspace.
Compare and contrast Sales with Account teams
Both are Enterprise+ (Enterprise and higher editions only; this includes developer).

Sales Teams are designed to share information and establish roles between different roles within the organization. For instance, a Sales Rep, CSR, and Account Executive are all working on the same account. The owner of the opportunity can create roles for each of the others and provide write access to the opportunity:
List the places to use Folders
Email Templates
Describe how Folder access differs from Record access
Folders act as containers for records. Folders are only available for certain object (reports, dashboards, documents, email templates). Creating a folder will let you specify the organization’s access to that folder and the records within. Creating a folder has the following options:

Public Folder Access (Read only or Read/Write)

Another difference is that role hierarchies do not apply when evaluating access to a Folder. It is strictly to the role, only.

Selection of default access (This folder is accessible by all users, including portal users; This folder is hidden from all users; This folder is accessible only by the following users:)

Create Folders to organize and provide access to data
Click edit or create new on a folder list view.
Explain how Salesforce implements Workflow and when to use Salesforce Workflow
Workflow rules are Enterprise+. A workflow rule is triggered based upon pre-defined criteria (e.g. Opp Amount > 100k). The workflow rule triggers workflow actions which can update fields, send emails, etc.

Workflow Rules Criteria:

When a record is created, or when a record is edited and did not previously meet the rule criteria
Only when a record is created
Every time a record is created or edited (may not be used in conjunction with time-based workflow actions)
Filter criteria must be entered as well, same functionality as a report but is required.

Workflow actions can do one of the following:

Create tasks
Send emails. There are some limitations here- for instance, whoever activates the workflow rule will be the sender of the email (from cannot be set).
Update fields. There are some limitations here- for instance, you cannot update a lookup field.
Send outbound message (used to send information to external services).
Workflow actions are either:

List and describe use cases for the four Workflow Actions
Create tasks. Close/won opportunity and create a task to follow up with client in 90 days for sales rep or CSR.

Send emails. Case resolution time was greater than 7 days, CSR management with case details.

Update fields. When creating an opportunity change the name of the opportunity to include “Account Name – Opportunity Name”. This way if you search for ABC company you can see all opportunities on the search as well.

Send outbound message. On opportunity close/won and sale requires shipped product, send outbound message to order fulfillment program.
Explain the capabilities and settings of a Workflow Rule
Workflow Rule Evaluation Criteria:

Currently, the Workflow Rule Evaluation Criteria options are:
1 - When a record is created, or when a record is edited and did not previously meet the rule criteria
2 - Only when a record is created
3 - Every time a record is created or edited


When a record is created, or when a record is edited and did not previously meet the rule criteria. Just like it sounds- rules are executed when the record is created and meets the filter criteria. If the record did not meet the filter criteria but is edited and then does then the rule will execute. Workflow rules can be executed multiple times under this setting (record matches & rules execute, record is changed no longer matches, record changes and matches- rules execute again).

Only when a record is created. If it doesn’t match filter criteria on creation, the rule will never run.

Every time a record is created or edited. If the filter criteria matches whenever a record is saved, execute the workflow rules. The reason (my 2 cents) this cannot be used with time-based workflow actions is because it could potentially create an enormous queue of actions to take place in the future (save and save and save- each time a new set of actions is created 90 days in the future)- this really isn’t practical. This actually is not possible with the top setting as I will explain below.

Describe the differences between immediate and time-dependent Workflow actions
Immediate workflow actions execute the instant the workflow rule criteria is met.

Time dependent workflow actions are attached to time triggers. A time trigger is a defined interval, measured in hours or days before or after any date or date/time field on the object (e.g. 7 days after case open). Multiple workflow actions can be assigned to a single time trigger; multiple time triggers can exist per workflow rule.

When using “When a record is created, or when a record is edited and did not previously meet the rule criteria” only one set of time-flow actions can exist. If the record is modified and no longer meets the criteria, any pending time flow actions are removed.

Set up a Workflow Rule and associated actions
Example: If case is open after 4 days email case owner. If case is open after 7 days email management.

Create workflow rule (when record is created or did not previously meet), filter criteria IsClosed=False. Create time trigger for 4 days after case creation. Add workflow rule to email case owner. Create time trigger for 7 days after case creation. Add workflow rule to email management.

How it works: CSR opens case. Case is closed after 3 days. Case is reopened after 5 days. Case is closed at 8 days.

Case opens- workflow pending at 4 days and 7 days. Case closed- no workflow pending. Case reopened- workflow pending in 2 days (CSR email not created as it would have occurred in the past). Workflow rule executes to email management. No workflow pending. Case is closed.
Workflow Approval Processing
Define the basics of the Workflow Approval Process
An approval process includes the following elements:
1. A name and description to distinguish it from other approval processes.
2. Specific entry criteria, if you want to include only certain records in the process.
3. A designated user who can approve requests.
4. Settings to specify who, if anyone, can change a record once it has been submitted for approval.
5. Any number of steps that determine the sequence of actions to take when a record matches the criteria.
Each step can have up to 40 actions, 10 of each type: email alerts, field updates, tasks, and outbound messages.
6. Up to 40 additional actions each may be specified for when a record is initially submitted, approved, rejected, or recalled.
Submitted: 9/18/2015
Compare and contrast the Approval Processes versus Workflow

List the differences between the Jump Start Wizard and the Standard Approval Process Wizard
Jump Start wizard is a one page stop for creating the approval process while the Standard one is like 3 step process
Explain how to route Approvals
Create, modify, and test the Approval Process
Identify the settings in creating Workflow Approval Processing
Data Validation
Define Data Validation
. Validation rules verify that the data a user enters in a record meets the standards you specify before the user can save the record
List common use cases for Data Validation
Describe when Data Validation Rules are enforced
Rules are enforced as below

1, Validation rules
2, Assignment rules
3, Auto-response rules
4, Workflow rules (with immediate actions)
5, Escalation rules

After you have defined validation rules:
The user chooses to create a new record or edit an existing record.
The user clicks Save.
All validation rules are verified.
If all data is valid, the record is saved.
If any data is invalid, the associated error message displays without saving the record.
Create Data Validation Rules
You should turn off validation rules when importing data with Data Loader
Data Utilities
Describe the function of an External ID
What is an external ID?
When importing custom objects, solutions, or person accounts, you can use external IDs to prevent duplicate records from being created as a result of the import operation.

An external ID is a custom field that has the “External ID” attribute, meaning that it contains unique record identifiers from a system outside of Salesforce. When you select this option, the import wizard will detect existing records in Salesforce that have the same external ID. Note that this operation is not case-sensitive - for example, “ABC” will be matched with “abc”. However, there is an exception: if the custom field has the separate “Unique” attribute and the case-sensitive option for that attribute is selected, uppercase and lowercase letters will not be considered identical.

External ID Attribute on Custom Fields

In the Salesforce CRM user interface, you can identify up to seven (7) custom fields on an object as being an external ID field. The field type must be a text, number or email field. An external ID contains record IDs from a system outside of Salesforce. You can match against this field during importing or integration or when using the upsert call. Also, external ID fields are indexed, so selective filters on them should run quickly.

I haven't hit the limit of seven but I am still unable to mark a custom field as External. Why is this?

When a field has been designated as an External ID, it is also indexed as mentioned earlier. There is another limit that determines the amount of custom indexes per entity. Most likely, you are hitting this limit, who's default is 13. Please log a case with support, providing us an organization ID and what you are looking to do. We can review your current indexes and, with a sufficient business case, increase the limit in some situations.

List and describe the different tools and use cases for data migration

Downloadable User Guides

Data Loader | Salesforce
Data Loader
Available in: both Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, Unlimited, Developer, and Editions

Data Loader is a client application for the bulk import or export of data. Use it to insert, update, delete, or export Salesforce records.
When importing data, Data Loader reads, extracts, and loads data from comma separated values (CSV) files or from a database connection. When exporting data, it outputs CSV files.
If commas are not appropriate for your locale, use a tab or other delimiter.
You can use Data Loader in two different ways:
User interface—When you use the user interface, you work interactively to specify the configuration parameters, CSV files used for import and export, and the field mappings that map the field names in your import file with the field names in Salesforce.
Command line (Windows only)—When you use the command line, you specify the configuration, data sources, mappings, and actions in files. This enables you to set up Data Loader for automated processing.
Data Loader offers the following key features:
An easy-to-use wizard interface for interactive use
An alternate command-line interface for automated batch operations (Windows only)
Support for large files with up to 5 million records
Drag-and-drop field mapping
Support for all objects, including custom objects
Can be used to process data in both Salesforce and
Detailed success and error log files in CSV format
A built-in CSV file viewer
Support for Windows XP, Windows 7, and Mac OS X
Update existing data via import
Define when to use the Data Loader
You need to load 50,000 to 5,000,000 records. Data Loader is
supported for loads of up to 5 million records. If you need to
load more than 5 million records, we recommend you work with a Salesforce partner or visit the App
Exchange for a suitable partner product.
• You need to load into an object that is not yet supported by the import wizards.
• You want to schedule regular data loads, such as nightly imports.
• You want to export your data for backup purposes
List the functions of the Data Loader
Inserting, Updating, or Deleting Data

Select the Operation Type:Insert, Update, Upsert, Delete
Upsert is a combination of inserting and updating. If the record matches an existing record based on the match field (see below) then the record is updated, otherwise it is inserted.
Match on Field: If you are performing an Update, Upsert, or Delete your CSV file must have an ID column to match against. The listbox will show a list of fields from the selected object that can be used for matching.
(you must also map the selected field in the mapping step)
Data loader can match on the following types of fields:
Salesforce record ID (Id)
External Id – a custom field with the “External ID” attribute
Batch size: Data loader will commit the updates in batches of records. If you are updating a large number of records then you may want to increase the batch size to improve performance.
Save Mapping: When checked, Data Loader saves the mapping associated with the CSV file and will use the same mapping the next time a file with the same name is loaded.

In order for data loader to update the selected object in Salesforce you must map the columns in your CSV file to fields on the selected object.

On the Field Mapping page under the Options / Available Fields section data loader shows a list of fields that have not been mapped for both the CSV file and the selected Salesforce Object.

Data loader will automatically map fields where the column name in the CSV file matches a field name on the object.

To map the remaining fields, select a field in the CSV Fields list and the corresponding field in the Object Fields list and then press Map. A new row will show in the Mapped Fields section.

Mapped Fields

The mapped fields section shows fields that have already been mapped. If there are fields that you do not want to update or the mapping is incorrect, click on the Unmap button to remove the mapping. The fields will now be in the available fields listboxes to be remapped.

For look up fields and master detail fields a dropdown list will show in the Match on Field column. Select the appropriate field to match on based on the data in your file.

Once mapping is complete click on Next

3. Verify Data and Process

Verify Data and Process

The Verify and Process page displays the operation, object and batch size at the top, and the data to be updated in an editable grid on the bottom.

The grid allows you to perform inline editing in addition to mass updates to the file data before you commit it to Salesforce. See Using the Grid for more details.

Once you have confirmed the data is ready to be saved to Salesforce and verified the operation is correct, click the save icon Grid Save Icon to update Salesforce.

A successful update will show the Success page.

Data Loader messages

If there are errors, the Grid will display with the items that had issues marked. Move your mouse over the red icon to see the error details.

Data Loader Errors

If there are a large number of errors or if you are not ready to make updates and try again you can export the results by checking the selection box (or select all) and clicking on the export icon Data Loader Export to Excel.

Data Loader more errors

- See more at:
Mass Update Records
To update record types in mass using the Data Loader, follow the instructions below:
First, identify the specific IDs of the records that you wish to update. There are two ways to do this:

Run an export with the Data Loader to extract the IDs for the records you wish to update. You can add conditions to your query to select records that meet your criteria. Make sure to select "ID" and "RecordTypeID" in your field selection.
Run a report in Salesforce that retrieves the records you wish to update. Be sure to include the record ID in your report. Export the report as a .csv file.
Now that you have a .csv extract that contains the IDs of the records you want to update, the next step is to prep the extract file.
In salesforce, navigate to the record type that you wish to apply to your records. For example, if you wanted to change the record type of your selected leads to a record type called "weblead", go to:
Setup | App Setup | Customize | Leads | Record Types | Weblead.
Once you are at the appropriate record type, copy the ID that appears at the end of the URL after the "=" sign.
For example, a sample URL could be:

The ID for the weblead record type is therefore 012300000000MWm.
Open the .csv extract from the earlier step in Excel.
If your extract was generated by running a Data Loader Export, replace the existing RecordTypeIDs with the one just copied.

If your extract was from a Salesforce report, create a new column called "RecordTypeID" and populate all the rows in this column with the "RecordTypeId" just copied.

Save the csv file.
Next, run an update using the Data Loader. When prompted, load the .csv file from the previous step. Choose "Create or Edit a Map" when prompted. Drag the "ID" and "RecordTypeID" fields from the top section to the corresponding fields in the bottom section.
Click "Finish" and the mass update is complete.
In Salesforce, check your records to confirm that the change has been made.
Mass Delete Records
Today, we are going to learn how to mass delete in Sales-force. Until recently, this wasn’t even possible to do, but thanks to the outcry from countless users, the considerate developers of Sales-force have added this feature.

how to create record types in sales-force - cartoon image of man and laptop

Before we begin, lets point out a few conditions of mass deletion though. Only 250 items may be deleted at a time, and your account must have “modify all data” as a permission. Partner accounts with partners may not be deleted, and accounts with contacts and associated cases may not be deleted either. For these, administrative assistance is needed.

Step 1 – Click (Your Name)->Setup->Data Management->Mass Delete Records.

Step 2 – Click the link for record type you wish to delete. Remember from the above, some record types may not be deleted. Bear this in mind going in.

Step 3 – Look closely at the information that will be deleted, as this is not undoable.

Step 4 – Specify conditions for selected items, such as “State equals Montana” or “City equals Billings”.

Step 5 – If you wish to delete accounts with other attached accounts or closures etc., check the appropriate boxes.

Step 6 – If you wish to delete archived products, or products on opportunities, check the options appropriate to these actions now.

Step 7 – Choose “Search” to find matches for the conditions you provided.

Step 8 – Select the boxes next to item you wish to delete, or optionally, the header box to select all.

Step 9 – Select “Permanently Delete” to permanently remove these records from all data. Choose wisely with this.

Step 10 – Click “Delete”. If you did not take the action in step 9, these will be moved to the recycle bin. Otherwise, they will cease to exist now.

This is all there is to how to mass delete in Sales-force. Remember to be careful with mass deletions as they can have permanent ramifications. The developers originally omitted this due to the severity of its accidental use.

Additional information is available on how to create record types in sales-force page.

Describe the capabilities of the Recycle Bin
The Recycle Bin link in the sidebar lets you view and restore recently deleted records for 15 days before they are permanently deleted. Your Recycle Bin record limit is 25 times the Megabytes (MBs) in your storage. For example, if your organization has 1 GB of storage then your limit is 25 times 1000 MB or 25,000 records. If your organization reaches its Recycle Bin limit, Salesforce automatically removes the oldest records if they have been in the Recycle Bin for at least two hours.
Request and download a weekly export
Explain how Salesforce allocates storage
Describe the administrative restrictions on Standard Reports
Each dashboard has a running user, whose security settings determine which data to display in a dashboard.
All users with access to the folder see the same data, regardless of their own personal security settings.
The running user's security settings only apply to the dashboard view. Once a user drills down into a source
report or detail page off the dashboard, the user will view the data based on his or her normal security
For example, suppose a system administrator with the “Modify All Data” permission is the running user
for our recruiting dashboard. In this case, every recruiting-related record is counted in all of the report
totals on our dashboard, including users who'd normally be restricted from viewing certain records (like
those assigned to the Standard Employee profile). Although those users would be able to see the summary
data for all records in the dashboard, if they navigated to the source reports, they'd see just the records
they have access to.
When you're designing a dashboard, keep the dashboard's audience in mind. Ask whether any of the
information is sensitive and how much you want them to see. If you do give a user access to dashboards
that include more data than he or she normally has permission to view, be sure to communicate that they
might see different values when they click through the dashboard to view the associated reports. And if
you need to restrict a dashboard from certain users, just save it to a restricted-access folder.
Run a Standard Report

Downloadable User Guides

Run a Report | Salesforce
Run a Report
To run a report, find it on the Reports tab and click the report name. Most reports run automatically when you click the name. If you’re already viewing a report, click Run Report to run it immediately or schedule a future run. In Lightning Experience, the Run Report button only appears after you save a report
Create a Custom Report
Users with the “Manage Custom Report Types” permission can define custom report types that extend the types of reports from which all users in their organization can create or update custom reports. A report type defines the set of records and fields available to a report based on the relationships between a primary object and its related objects. Reports display only records that meet the criteria defined in the report type. Salesforce provides a set of pre-defined standard report types; administrators can create custom report types as well.
Users with the “Manage Reporting Snapshots” permission can create and schedule snapshots. A reporting snapshot lets you report on historical data. Authorized users can save tabular or summary report results to fields on a custom object, then map those fields to corresponding fields on a target object. They can then schedule when to run the report to load the custom object's fields with the report's data. Reporting snapshots enable you to work with report data similarly to how you work with other records in Salesforce.

To create a new custom report using the custom report wizard:
From the Reports tab, choose the Create New Custom Report button.
Select the type of data for the report, and click Next.
To create reports on custom objects, choose the Other Reports report type category unless the custom object has a relationship with a standard object. When the custom object has a master-detail relationship with a standard object, or is a lookup object on a standard object, select the standard object for the report type category instead.
Choose the report format.
Follow the steps of the wizard using the Next button. For each report, customize the following:
Specify Row and Column Headers: On the Select Grouping page for summary and matrix reports, choose the fields by which you want to group and subtotal the data. In a summary report, choosing more than one sort field allows you to subsort your data. For matrix reports, select summary fields for the row labels and column headings. When grouping by a date field, you can further group the data by a specific time period such as days, weeks, or months.
On the Select Grouping page, if you set Group Dates By to "Calendar Month in Year" or "Calendar Day in Month," you won't be able to drill down to those date groupings in reports or dashboards. Users are taken to the unfiltered report instead.
Summarize Data: On the Select Columns to Total page, choose the types of summary information to display for numeric fields.
Build Custom Summary Formulas: On the Select Columns to Total page for summary and matrix reports, create custom summary formulas to calculate additional totals based on existing report summaries. A formula is an algorithm that derives its value from other fields, expressions, or values. See Build a Custom Summary Formula.
Choose Fields: On the Select Columns page, choose the fields to display in the report. You can display only those fields that are visible in your page layout and field-level security settings. If you choose the Description field or any other long text field, only the first 255 characters are displayed.
Only the first 254 characters in a rich text area or a long text area are displayed in a report.
Order Columns: On the Order Columns page, select the order for displaying the chosen fields.
Limit Report Results: On the Select Criteria page, choose the appropriate settings from the drop-down lists, then use the filter options filter options to limit the report to records with specific data.
The report wizard supports up to 10 filters. On reports with more than 10, additional filters are dropped and the report shows an error for any filter logic.
To use a tabular report on a dashboard, first limit the row count, by setting the Rows to Display option, the sort column, and the order on the Select Criteria page of the report. You can't use gauge or metric components on dashboards using tabular reports.
Chart Settings: On the Select the Chart Type and Report Highlights step of the report wizard, set chart properties to display your report data in a chart. Charts are available only for summary and matrix reports.
Click Run Report to view the report, or click Export Details to save the report as an Excel file or other format.
Search for Custom Reports and Dashboards
Currently find reports only works for custom report
Explain the differences among report types
Explain Custom Report Types
Create charts to display Report results
Use Advanced Filter criteria to narrow Report results
Create Custom Summary Formulas for Summary Reports
Choose settings for Conditional Highlighting
Describe the capabilities and purpose of a Dashboard
List Dashboard component types
Dashboard components can be charts, tables, gauges, metrics, or other components that you can create with VisualForce.
Create a Dashboard and add components to it
Print and export Reports
Email and schedule Reports and Dashboard refresh
Define Running User and how it affects the Dashboard results
Marketing Administration
Define a Campaign
What are your campaign goals?
Campaigns usually have one of the following primary goals:
• Lead generation
Lead generation campaigns include direct mail, email blasts, web seminars, conferences, and trade shows. These types of campaigns
directly generate new prospects. In Salesforce, you can easily track the effectiveness of each campaign in terms of the amount of
new business generated.
• Brand building
Brand-building campaigns include print advertisements, billboards, and radio advertisements. These types of campaigns may not
generate direct responses, so the calculation of campaign ROI may not be as straightforward.
If you want to analyze your marketing budget by campaign goal, we recommend that you add a custom campaign picklist called
Campaign Goal to track the primary goal of each campaign. This picklist should include values such as Brand building, Lead
generation, and any other campaign goals your organization might have.

Describe when to use Campaign Hierarchies
5 is the maximum campaign hierarchy allowed
Campaign Hierarchy
When to use a campaign hierarchy:

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

Open Example
How to configure campaign hierarchy:

1. Configure field-level security.

Campaign hierarchy fields may be set to hidden field-level security by default. Ensure that the proper profiles have access by changing the visibility to each field (if required):

Setup –> Customize –> Campaigns –> Fields

Click on the field (e.g. “Total Actual Cost in Hierarchy”).

Click “Set Field-Level Security”.

Set the field to visible for the appropriate profiles.

Repeat for each field you would like to use:

Total Actual Cost in Hierarchy
Total Budgeted Cost in Hierarchy
Total Contacts in Hierarchy
Total Converted Leads in Hierarchy
Total Expected Revenue in Hierarchy
Total Leads in Hierarchy
Total Num Sent in Hierarchy
Total Opportunities in Hierarchy
Total Responses in Hierarchy
Total Value Opportunities in Hierarchy
Total Value Won Opportunities in Hierarchy
Total Won Opportunities in Hierarchy
Create a Campaign targeting both existing customers and new Leads
Create your target list
Next define who you want to target with your campaign. The method used to create a target list depends on who you are targeting:
Rented or Purchased Lists - Simply use the list of names as your target list. We recommend that you do not import the names into the system yet.
Existing Contacts, Leads, or Person Account - Run a contact, lead, or person account report in Salesforce and use the Add to Campaign button to associate those records with your campaign. Alternatively, go to a list view of contacts or leads and use the Add to Campaign button to associate those records with your campaign. Note that person accounts are included in contact list views and can be added to campaigns from them

n general, there are two main groups to whom you can market:
• Existing customers
You can use Salesforce contact reports to create target lists of customers for direct mail, email blasts, or other types of campaigns.
• Prospects, including:
– Existing leads. These are individuals that have already been entered as leads in Salesforce. You can use Salesforce lead reports
and list views to create target lists of existing leads for a campaign.
– New leads. New leads can include anything from names on business cards that you acquired at a conference or a list of names
that your organization has purchased or rented. You can add leads individually to Salesforce or use the Data Import Wizard to
import a list of names as leads and directly associate them with a particular campaign.
List the features used to create an Automated Campaign
All campaign execution occurs outside of Salesforce. It can be online or offline, for example:
Online - Send email using an email execution vendor.
Offline - Plan and host a conference; run print or radio advertisements; send direct mail pieces; or host a Web seminar.
Track responses
List the methods to associate Leads and Contacts to a Campaign
Campaign members are created from lead, contact, or person account records. Salesforce provides a variety of ways in which you can manage your campaign members. You can add and update up to 50,000 campaign members at a time through lead, contact, and person account reports; you can search for and add or edit multiple leads and contacts from the Manage Members page; you can add an unlimited number of leads and contacts using a CSV import file; or you can add members to a campaign one at a time from contact or lead detail pages.
Adding Campaign Members
You can add new members to a campaign:
Individually from the Campaign History related list on a contact, lead, or person account detail page
By searching for contacts and leads from the Manage Members page
From a campaign, contact, person account, or lead report
From a list view of existing contacts or leads
From a CSV import file of new leads
From a CSV import file of existing members
Describe how to use Lead Queues to manage Leads
Lead queues

Help you manage the distribution of leads. For example, you may have a lead queue for a Western Region team and one for an Eastern Region team. You can put leads in different queues, either manually or automatically via a lead assignment rule as leads are imported, created or edited manually, or captured from the Web. Make salespeople members of one or more lead queues.

Case queues

Help you manage your support workload and differentiate cases based on support levels. With queues, you can ensure that cases are resolved quickly even if a specific user is on vacation. By creating queues for different support levels, such as Gold Service and Silver Service, cases are automatically prioritized. You can put cases in different queues, either manually or automatically via a case assignment rule as cases are generated from the Web or created manually. Make support agents members of case queues.

Knowledge article version queues

Help you manage the distribution of versions of Salesforce Knowledge articles for translation. For example, if multiple languages are used for your knowledge base, you can assign new versions of articles to a queue of users who can translate the article into a specific language.

Service contract queues

Help you manage the distribution of service contracts. For example, you may have a dedicated group of users who review service contracts. When a service contract is created, assign it to a queue so queue members can review the service contract.

Custom object queues

Help you manage the distribution of custom object records. When a custom object record is created, manually assign it to a queue so that the users assigned to the queue can access it and take ownership of it.
Describe how to use a Lead Assignment Rule to assign and route Leads
Lead Assignment Rules - Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the lead import wizards.

Case Assignment Rules - Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Describe the use cases for Web-to-Lead
Add or delete values from the standard campaign picklists
• Create custom fields
• Modify field-level security to show or hide campaign fields (Enterprise, Unlimited, and Performance Editions)
• Modify page layouts to organize campaign fields and related lists on detail and edit pages
• Modify user profiles to control user access to campaigns (Enterprise, Unlimited, and Performance Editions)
• Set the organization-wide sharing default for campaigns and create any necessary sharing rules
• Modify the campaign list views to show any custom information you need to access
• Optionally, set up campaign influence to see how your campaigns influence opportunit
Describe the functionality of a Lead Auto-Response Rule
Self-Service portal
Customer Portal
Web-to-Case form
Email-to-Case message
On-Demand Email-to-Case message
Build a Lead Queue, Assignment Rule, Web-to-Lead, and corresponding Auto-Response Rule
Measure Campaign results
Analyzing Campaign Effectiveness
The final step is to analyze the effectiveness of the campaign using reports and campaign statistics. You can track information such as
the number of leads generated, the amount of opportunities tied to the campaign, the amount of business generated from the campaign,
and more. In addition, you can track campaign statistics over time, for example, the number of times a particular contact has responded
to campaigns or the ROI for all types of advertisements. If you're using campaign influence, you can also see how your campaigns are
contributing to opportunities.
• Review Campaign Statistics
Campaign statistics on the campaign detail are automatically recalculated every time a campaign is saved. Some campaign statistics
include Responses, Number of Opportunities, and Amount of Won Opportunities. Campaign hierarchy
statistic fields, such as Total Responses in Hierarchy, Total Opportunities in Hierarchy, and Total
Value Won Opportunities in Hierarchy, provide aggregate data for a parent campaign and all the campaigns
below it in the campaign hierarchy.
• Run Campaign Reports
From the Reports tab, you can run several types of custom campaign reports as well as the following standard campaign reports:
– Use the Campaign Leads or Campaign Contacts reports to list the leads or the contacts associated with your campaigns.
– Use the Campaign Call Down report (single campaign) or the Campaigns with Campaign Members report (multiple campaigns)
to show information about leads and contacts.
– Run the Campaign Member Analysis report to summarize information about who has responded to campaigns.
– Use the Campaign Revenue Report to analyze which opportunities have resulted from your campaigns. You can also analyze
products and revenue schedules in this report.
– The Campaign ROI Analysis Report calculates the ROI and average costs for your campaigns. The ROI is calculated as the net gain
(Total Value Opps - Actual Cost) divided by the Actual Cost. The ROI result is expressed as a percentage.
– Use the Campaigns with Influenced Opportunities report to view opportunities that are influenced by each of your campaigns.
– Use the Campaign Member report to view the members of campaigns.
Describe the process and effects of converting a Lead
Convert a lead- account Contact Opportunity. you can choose not to create an opportunity upon conversion.
Service & Support Administration
Define a Case
A case is a customer’s question or feedback. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.
Describe use cases for Case Hierarchies
A case hierarchy shows you cases that are associated with one another via the Parent Case field. When a case is associated with a parent case it signifies a relationship between cases, such as a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. In the case hierarchy, cases are indented to show that they are related to the parent case above them.
To view the hierarchy for a case, click View Hierarchy next to the Case Number field on the case detail page.
To specify that a case is associated with another case, edit the case and type the case number of the parent in the Parent Case field. Alternatively, you can click the lookup icon to search for a case's case number
Describe how to use Case Queues to manage Cases
reate queues to prioritize, distribute, and assign records to teams who share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications.

Case queues for distributing and sharing cases among support agents assigned to different service levels, such as gold or silver service
Describe how to use a Case Assignment Rule to assign and route Cases
Describe use cases for Web-to-Case
Describe uses cases for Email-to-Case
Describe the functionality of the Case Escalation Rule
Describe the functionality of the Case Auto-Response Rule
Describe the functionality of the Business Hours
Configure the settings and rules for Case processing, including Business Hours, Escalation Rules, and the use of Email Templates
Define Solutions and how they can be associated with Cases
Build a Solution Category tree and assign Solutions to Categories
Define suggested solutions and explain where to use them
Describe what content is accessible via the Self-Service Portal
Describe the ways to access the Self-Service Portal
Build a Case Queue, Assignment Rule, Web-to-Case, and corresponding Auto-Response Rule
Describe use cases for Case Teams
Salesforce Console
Describe the functionality of the Salesforce Console
Describe the components of the Console Tab
Set up the Salesforce Console
Navigate within the Salesforce Console
Custom Objects, Applications, & Tabs
Describe a Custom Object
A custom object is one that is not initially packaged with the application. If it isn’t a standard object, it must be a custom object. An example of a custom object could be a Payroll object created for a custom payroll application. Accounts, Contacts, Opportunities, and so on are all standard objects.
Describe the types of relationships that can exist between objects
A custom object is one that is not initially packaged with the application. If it isn’t a standard object, it must be a custom object. An example of a custom object could be a Payroll object created for a custom payroll application. Accounts, Contacts, Opportunities, and so on are all standard objects.

One to Many

There are 3 types of relationships that can be created in – master-detail, lookup, and hierarchical. Each of these relationships is a one to many relationship.

Many to Many

Many to many relationships are established by creating a linking object. The linking object must have a relationship to each of the objects it is linking together. For instance,

In a custom application, two custom objects “Job Posting” and “Applicant” require a many to many relationship. To do this, create an object “Job Posting Applicant Link” (the name is not important), and create lookup (or master-detail) relationships on this object to both "Job Posting” and “Applicant”. If master-detail relationships are used, when either a “Job Posting” or an “Applicant” is deleted, all related "Job Posting Applicant Link” records are deleted.

The related lists on Applicant and Job Posting can be configured to displayed the corresponding information from each object through the linking object.

The only way to create a seamless (no visible linking object to the end user) many to many relationship is to use custom code. Please vote to include this functionality: Pure many-to-many relationships.

See “Creating a Many-to-Many Relationship” for more details.

Relationship types


The owner of master record automatically owns all associated detail records.
Security controls for the master record control the detail record.
A detail record must be linked to a master record in order to save the record (e.g. you must link an opportunity to account to save the opportunity).
Only one level deep – a detail object cannot also be a master object. Please vote to remove this limitation: Multiple Master-Detail relationships.
A detail record can have two different master records (two master-detail relationships must be created).
This feature was released in Summer 08 to give greater flexibility when creating many to many relationships as described above. Prior to then, only one master-detail record could be present per object, meaning that record deletions for object “Job Posting to Applicant Link” could only be triggered by a “Job Posting” deletion or an “Applicant” deletion; not either.
Lookup Relationship

One to Many relationship links one record to another record.
Can link standard to custom objects and vice versa, or link to the same object type (parent account, for instance).

A lookup relationship on the user object to the user object (for instance the standard field “Manager”).
Record cannot point to itself (I cannot be my own manager).
See “Overview of Relationships” for more details.

Create –> Objects


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

**diagram between job posting – junction object – application. the many (triangle) should be in the junction object (job posting to applicant link).
**The diagram for the many-to-many relationship should be other way
**For the recruiting application on Fundamentals,

Candidate connect to Job Application by master-detail,
Job Application connect to Review by master-detail
**Yes multi-level master-detail relationships are possible You can have two master-detail relationships on a single object (e.g.a junction object) or multiple levels (e.g. product <- subproduct <- category product).
Create a Custom Object
Create –> Objects


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

A custom object tab provides a tab to access a custom object. Creating a custom object tab will do the following:

Enable search results for the custom object.
Enable the object as an option in the “Create New…” menu in the sidebar.
Set the icon that represents the object.
Set the color scheme for the page layout of the icon.

If a custom object does not have an associated tab, it is only possible to access the object (from the UI) through reporting (if enabled) or through related lists where applicable. Assets is a standard object example of this situation.

Group+ Edition

Web Tab

Web tabs can be used link in external content from websites other than Salesforce via an S-Control or URL. Here is an example of a web tab set to
Create a Custom Object Tab
Create –> Tabs

Only one tab per object is possible.
Enabling a splash page for the object will let you configure an introductory page (similar to introductory pages in setup; for instance, email to case setup), and will give the user the following option:

Create a Web Tab
Create –> Tabs

There are a few more options for web tabs:

Choose width
Full page width – removes left sidebar
2 columns with Salesforce sidebar
S-Control or URL
Content Frame Height
You can set the maximum height for the frame (this will create a scroll bar within the frame if the page is longer than the height)
Splash Page Selection
Describe a Custom App
An application determines which tabs are listed by default. A custom application is no different- you can choose from standard/custom objects and what tabs are displayed by default. A user can customize this list per application specific to their account.

ns have no impact on object, field-level, or tab security (if a tab is hidden on the user profile, it will never be visible).


Select my custom Projects application:

And get the custom image (Projects Home w/triangle) with just the Projects tab visible:
Create a Custom App
Create –> Apps

Custom Image
The image must be a document marked as an Externally Available Image to be selectable
Default Landing Page (Home or object)
Select tabs
Assign visibility to profiles
The AppExchange
Describe the AppExchange
The AppExchange is a sharing interface from that allows you to browse and share apps and services for the platform.
Describe the characteristics of Managed Packages
A collection of application components that is posted as a unit on the AppExchange and associated with a namespace and possibly a License Management Organization. To support upgrades, a package must be managed. An organization can create a single managed package that can be downloaded and installed by many different organizations. Managed packages differ from unmanaged packages by having some locked components, allowing the managed package to be upgraded later. Unmanaged packages do not include locked components and cannot be upgraded. In addition, managed packages obfuscate certain components (like Apex) on subscribing organizations to protect the intellectual property of the developer. Managed Package Extension

Managed Package Extension: Any package, component, or set of components that adds to the functionality of a managed package. You cannot install an extension before installing its managed package.

Unmanaged Package: A package that cannot be upgraded or controlled by its developer.
Install a package
Uninstall a package
Compare and contrast Tasks and Events
Use a single date entry

Manage Public Calendars and Resources
Identify and describe the Activity Settings
Describe the capabilities of Multiday Events
Advanced Configuration Options
Describe the Client Management feature
Describe the Territory Management feature
This feature let us to organize users into territories and provide access to accounts and their related opportunities and cases.

It is available in Entreprise, Performance, Unlimited and Developer and it is available only with Customizable Forecast (not with Collaborative Forecast, that is quite relevant) and not supported with the Winter 12 release of Forecast. In Professional Edition organizations, role hierarchy allows to manage certain roll-out of information (then your roles should be linked with territories)

Once Territory Management is settle down in your organization, Winter 12 release of Forecast is no longer in use.

What does Territory concept means in Salesforce?

A territory is a collection of accounts and users. The users have at least read access to those account regardless of who owns the account. Both accounts and users can exist in multiples territories.

Accounts can be added to territories manually or through account assignment rules

Configuring territory settings, users in a territory can be granted read, read/write, or owner-like access (view, edit, transfer and even delete records) to the accounts in that territory.

Not only can you control access to accounts for users in each territory, you can also control users’ access to the opportunities and cases associated with the accounts in the territory, regardless of who owns the records.

Several relevant points:

- Territory management only affects accounts and the standard objects that have a master-detail relationship to accounts. For example, opportunities are included in territory management but leads are not.

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

- Accounts, opportunities, and users have territory fields. Accounts and users can be associated with multiple territories. An opportunity can be associated with only one territory.

What Territory hierarchies are?

First of all, breaking with preconceived ideas, a territory hierarchy does not have to be based on geography. It can be defined however you like, although many companies have a geographical territory hierarchy.

Territories exists in a set up hierarchy with as many nested levels as the company needs.

Enabling territory management for an organization, the forecast data is derived from the opportunities that are associated with the accounts in every territory. Users will have a different forecast for each territory to which they are assigned.

Differences between Territory and Role Hierarchies

Territory Hierarchy

- Is available by contacting
- Determines forecasts
- Supports assigning a user to multiple territories
- Affects account and opportunity reports
- Grants access to records regardless of ownership. Users receive whatever access is most permissive across both hierarchies.

Role Hierarchy
- Is available by default
- Determines forecasts Has no impact on forecasting when territory management is enabled
- Supports assigning a user to only one role
- Affects all other reports
- Grants access to records based on ownership. Users receive whatever access is most permissive across both hierarchies.

Territory Assignments

- Account and Opportunity might belong to different territories

- Opportunities are automatically assigned to a Territory

- Manually

- when created as a new one,to the same territory of the account if the creator belongs to it or has edit privileges and has not other territories in common with that account

- running account assignment rule, opportunities are assigned to same territory as the account they belong to when the opportunity does not have a territory and its account is added to a territory. When an account moves on another territory (except when account assignment rule prohibit opportunities from moving outside a gien part of the territory hierarchy

- When an open opportunity is assigned to a user that does not belong to that opportunity's territory, you are assigned to the territory with Active in Territory unchecked in the Assigned Users related list of the territory.

- When account assignment rules cause an opportunity to be reassigned to a territory to which the user already belongs to, it automatically becomes the owner of that opportunity if any of the following criteria is met:
- the user is the only member of the territory.
- the user is the only forecast manager in the territory.
- the user is the only territory member enabled for forecasting.
- if none of these criteria are met, the original opportunity owner is added to the territory as an inactive member

- Opportunities are not automatically assigned to the same territory as the account when an account is removed from a territory and not reassigned to a new territory in the same operation(the account's opportunities from the original territory no longer belong to any territories)Or an account is reassigned to multiple territories in one operation. The account's opportunities from the original territory no longer belong to any territories, unless the Confine Opportunity Assignment checkbox is checked.

- If the opportunity owner is not part of the new territory, he or she is added as an inactive member of the territory

- Manually assigned accounts are not evaluated when running account assignment rules. After they have been manually assigned to a territory, they remain there until they are manually removed from the territory.

Not implies a change of territory for an opportunity

- Manually assigning the opportunity's account to a territory
- Changing which account is associated with the opportunity
- Changing the account's territory as a result of account assignment rules if the opportunity and its account are in different territories
- Transferring the opportunity to a new owner.

To finish with this topic, undeleting an account or opportunity restores the territory assignment, but does not trigger the evaluation of account assignment rules. If account assignment rules changed while the record was in the Recycle Bin, the restored record may have territories that are not consistent with the new rules.

How does opportunity confinement work?

- If the Confine Opportunity Assignment checkbox is selected for a territory, the territory's opportunities remain in the territory or its child territories when you run account assignment rules, however, the following exceptions apply:
- if an opportunity's account moves to only one of the territory's children, then the opportunity follows the account and is reassigned to the account's new territory. This includes when an account moves to multiple territories and only one of the new territories is a child of the original territory.
- if an opportunity's account moves to more than one of the territory's children, then the opportunity's territory field is set to blank.
- if an opportunity's account moves completely out of the territory and its children, then the opportunity's territory field is set to blank.

To Manage Territories

The user permissions needed are:

"Manage Territories”
You are a forecast manager, Forecast managers can manage territories is selected, and you are working below your position in the territory hierarchy.

Managing your organization’s territories involves the following tasks:
- Organize territories into hierarchies that represent your organization’s forecasting requirements and how users work in your organization.
- Configure organization-wide settings for territory management.
- Create new territories and edit existing territories.
- Assign users to territories.
- Define account assignment rules that evaluate accounts and assign them to territories.
- Select accounts from lists and manually assign them to territories.

About Customizable Forecast

Do you have Customizable Forecast enabled? - if you enter in Forecat tab and it says something kind of "Currently, no forecasts are set up in your organization. To set up forecasts, contact your administrator." -> it is clear - Customizable Forecast is not yet enabled

Then to enable customizable forecasting:
From Setup, click Customize | Forecasts (Customizable) | Forecasts Hierarchy | Enable Customizable Forecasting.

This feature is not compatible with Collaboration Forecast

Enabling Territories Management

To enable territory management: “Manage Territories” user permission is needed
Your organization must be using customizable forecasting in order to enable territory management

Following steps:

1. In Salesforce, from Setup, click Manage Territories | Settings.
2. Optionally, change the organization-wide territory management settings that are configurable from the Territory Settings page.


there are two different options for enabling territory management, which depend on whether we want to retain or purge preexisting forecast data:

- Click either Enable Territory Management or
- Enable Territory Management from Scratch.

What the Enable Territory Management Button Does
When click 'Enable Territory Management', your organization’s current forecast hierarchy and forecast data are automatically copied to the territory hierarchy as follows:
- The name of your organization is set as the top of the territory hierarchy.
- For each role in the forecast hierarchy, a corresponding territory is created in the new territory hierarchy.
- Manual forecast sharing settings on the roles are copied to the new territory.
- Active Salesforce users are added to territories based on their roles.
- Opportunities are assigned to the opportunity owner’s territory.
- Accounts are not assigned anywhere in the territory hierarchy.

Until you add or edit territories, your forecasts will work the same as they did before you enabled territory

What the Enable Territory Management from Scratch Button Does

When you click this button, the following occurs:
- All preexisting forecast data is deleted.
- An empty territory hierarchy is created.
- Using this button is only recommended when you are setting up a brand new organization in Salesforce that does not have an existing forecast hierarchy.

End of the topic so far (this contain has been founded on Summer'14)
Describe Advanced Currency Management

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