Salesforce Admin Certification Study Guide (2023/ 2024 New Update) Complete with Questions and Verified Answers| 100% Correct

Salesforce Admin Certification Study Guide
(2023/ 2024 New Update) Complete with
Questions and Verified Answers| 100%
Correct
QUESTION
What is Multi-currency and how is it set up?
Answer:
Salesforce organizations are single currency by default. This means that when you update an
exchange rate, you are updating the converted amount on all records using that currency. This
may not be desirable for historical opportunities.
Set up by checking the allow support to activate multiple currencies checkbox under
Setup>Company Profile>Company Info
QUESTION
What are the three levels of currencies?
Answer:
corporate (administrators set, user profile, user record
QUESTION
What is the App Exchange and when is it used; currency rate app?
Answer:
have to manually change currency exchange rates to reflect today’s rates on a routine base unless
you download an app that does it automatically
QUESTION
What are the benefits of Advanced currency management?

Answer:

Allows you to “lock” the converted amount on opportunities based on their close day. 2. You
can give each new exchange rate a start date. 3. Opportunities use the rate that corresponds with
the close date.
QUESTION
What makes Mass Edits possible?
Answer:
enabling enhances lists and inline editing
QUESTION
How are Tasks and events tracked and why are they used?
Answer:
as both upcoming and completed records, allowing users to use analytic tools to measure and
monitor activities.
QUESTION
When are tasks and events tracked in Open Activities?
Answer:
Only when they are not yet complete or are scheduled in the future
QUESTION
When are tasks and events and sent emails tracked in the Activity History related list?
Answer:
Only when the tasks or events have already been completed

QUESTION
Within what two different areas of the set up menu are calendar settings accessed?
Answer:
User Interface settings are set in the user interface node
Calendar details are set in the activity settings node
QUESTION
What are the characterstics of the Customize search settings and search layouts?
Answer:
Limit the number of search results per page (from 5 to 50)
Add up to 10 filters
Add, remove, or reorder columns (up to 10)
QUESTION
What are the benefits of the customize search settings and search layouts?
Answer:
helps users quickly find the information they need
QUESTION
What is the purpose of the customize search settings?
Answer:
allows users to search just on their own records, and to set the number of results displayed per
object
QUESTION
Who cannot change the order of the search results?

Answer:
the administrator, but the user can
Administrators also cannot change which fields are available for global search.
QUESTION
What is the benefit of Customizing the search layout for an object?
Answer:
determine what columns and filters are available in your users’ search results
QUESTION
Where can you customize search layout for an object?
Answer:
from the search results page itself or from Setup.
QUESTION
Chatter
Setup>Customize>Chatter>Settings
Answer:
secure and works in accordance with all the security and permission settings in your salesforce
organization.
QUESTION
Administrator chatter functions
Answer:

give users access to chatter based on their profile
enable email notifications, allowing chatter posts and comments to generate emails
allow group archiving
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a table of data (spreadsheet with rows and columns) Records are rows; fields are columns
What is an Object?

all of your data and applications and is separate from all other organizations.
What is an Organization?

account, campaign, case, contact, lead, opportunity, solution
What are the seven user facing objects?

Customers, competitors, and partners. Each account stores information such as name, address, and phone numbers
What are Accounts?

An outbound marketing project that you want to plan, manage, and track within Salesforce.
What is a Campaign?

Description of a customer’s feedback, problem ,or question. Use cases to track and solve your customers’ issues
What is a Case?

Individuals associated with your business accounts that you need to track in Salesforce. (already doing business with)
What is a Contact?

A prospect or potential opportunity (not doing business with them yet and are not associated with an account )
What is a Lead?

Sales deals that you want to track. Adding opportunities also builds your pipeline, which will contribute to your sales forecast
What is an Opportunity?

Detailed description of a customer issue and the resolution of that issue
What is a Solution?

What is a customer company?

What is a sales cloud?

What is the service cloud?

What is the marketing cloud?

shortcuts to objects that are displayed horizontally across the Salesforce platform
What are tabs?

a shortcut to home page for different clouds
What is the big blue bar?

1:1 relationship — bottom to top
What is the Lookup function?

top down; one to many
What is a Related list?

Go to chatter, search for name, find chatter profile, overview contains details
How do you look up a fellow employee?

Objects

An object in Salesforce is like a table of data. Each row represents a record and each column represents a field.
What component in Salesforce is similar to a table of data?

The Account object has a one-to-many relationship with the contact, opportunity, and case objects.
Which standard objects have a relationship with the Account object?

Related List
How does a user navigate from an account record to a related contact record?

TAKE TRAINING & CONTACT SUPPORT.

The Help and Training portal provides easy access to documentation, knowledge articles, and videos, as well as training options. The Take Training option allows users to take self-paced online training and register for instructor-led courses. The Contact Support option allows users to open a case, phone support, ask a question on Salesforce Answers, and submit an idea on the IdeaExchange. Online training courses and release training, how-to demonstration video. Certification information IS NOT included in the Help & Training portal. You also CANNOT add licenses in this location.
What options are available from the Help & Training portal?

Related list…

A related list allows a user to navigate from an account record (Parent) to a related contact record (child). A lookup field allows a user to navigate from a contact record (child) to its related account record (parent).
How does a user navigate from a contact record to an account record?

Setup>Administer>Company Profile>Company Information>Edit
Where can an administrator change the organization name and address, default locale, default language, and default time zone?

Setup>Administer>Company Profile>Fiscal Year>Customize
How can an administrator customize a standard fiscal year?

Enable inline editing

Setup>Build>Customize>check enable inline editing
Which user interface settings must be enabled to allow users to edit records directly from a list view, without navigating away from the page?

Setup>Customize>Search>Search Settings
How can an administrator customize global search to help users quickly find information?

Active tasks are tracked in the Open Activities related lists
Completed tasks, past events, and sent emails are tracked in the Activity History related list
Where can a user view the completed tasks and past events for an opportunity?

A collection of information about your organization, mostly captured at contractual setup including company information (name and address, primary contact, default locale, default currency, storage used, licenses available), financial information (Fiscal Year and currencies),and support information (business hours and holidays)
What is included in the Company Profile?

let you personalize the display of data for different users based on their geographical location; locale (date and time formats, number formats, name order, addresses), langugage (all text language, online help langugage), time zone (event start/end times and time in date/time fields).
What is purpose of the Locale?

if your organization’s fiscal year does not follow the Gregorian calendar. Ex.: 13-month fiscal year, 13-week fiscal quarters or a fiscal year not starting on the first day of the month.
When should your organization define a Custom fiscal year?

The fiscal year start month or the ending month.
What are the only two things that can be modified for the Standard fiscal year?

Salesforce organizations are single currency by default. This means that when you update an exchange rate, you are updating the converted amount on all records using that currency. This may not be desirable for historical opportunities.

Set up by checking the allow support to activate multiple currencies checkbox under Setup>Company Profile>Company Info
What is Multi-currency and how is it set up?

corporate (administrators set, user profile, user record
What are the three levels of currencies?

have to manually change currency exchange rates to reflect today’s rates on a routine base unless you download an app that does it automatically
What is the App Exchange and when is it used; currency rate app?

Allows you to “lock” the converted amount on opportunities based on their close day. 2. You can give each new exchange rate a start date. 3. Opportunities use the rate that corresponds with the close date.
What are the benefits of Advanced currency management?

enabling enhances lists and inline editing
What makes Mass Edits possible?

as both upcoming and completed records, allowing users to use analytic tools to measure and monitor activities.
How are Tasks and events tracked and why are they used?

Only when they are not yet complete or are scheduled in the future
When are tasks and events tracked in Open Activities?

Only when the tasks or events have already been completed
When are tasks and events and sent emails tracked in the Activity History related list?

User Interface settings are set in the user interface node
Calendar details are set in the activity settings node
Within what two different areas of the set up menu are calendar settings accessed?

Limit the number of search results per page (from 5 to 50)
Add up to 10 filters
Add, remove, or reorder columns (up to 10)
What are the characterstics of the Customize search settings and search layouts?

helps users quickly find the information they need
What are the benefits of the customize search settings and search layouts?

allows users to search just on their own records, and to set the number of results displayed per object
What is the purpose of the customize search settings?

the administrator, but the user can

Administrators also cannot change which fields are available for global search.
Who cannot change the order of the search results?

determine what columns and filters are available in your users’ search results
What is the benefit of Customizing the search layout for an object?

from the search results page itself or from Setup.
Where can you customize search layout for an object?

secure and works in accordance with all the security and permission settings in your salesforce organization.
Chatter

Setup>Customize>Chatter>Settings

give users access to chatter based on their profile
enable email notifications, allowing chatter posts and comments to generate emails
allow group archiving
configure invitations, allowing users to invite non-salesforce users and people outside your company to join the Chatter community
Enable objects and fields for feed tracking, alerting followers to any changes made to records they follow
Receipt of email notifications is controlled by each user in their personal setup area
Administrator chatter functions

What are the two groups of Permitted Users?

Yes
Can you restrict access by IP address?

Authentication and tracking activity
What are the pros and cons of having users log in to the app every time?

a collection of settings and permissions that determines what users can see in the user interface, and what they can do

See + DO
Object level permissions
What is a profile?

(what users see) apps, tabs, record types, page layouts, fields
What are settings?

(what users do) administrative, general user, standards object, custom object
What are permissions?

cannot be deleted and permissions cannot be edited
Six types;
**system administrator (view and modify all data, customize app)
standard user (View and edit records they can access, and delete their own)
solution manager (standard User + manage published solutions)
marketing user (standard User + import leads-50,000 at a time)
contract manager (Standard User + manage contracts)
**read only (Only view records they can access)

**only standard profiles Mandy suggests using
What are Standard Profiles?

profiles that are only for users with the Chatter Free or Chatter External user licenses, and allow users to log in to Chatter only
What are Standard Chatter Profiles?

all standard chatter people, profiles, groups and files
What do Chatter Free Users have access to?

Salesforce data, such as accounts, contacts, opportunities, or custom objects
What do Chatter Free Users NOT have access to?

groups they’ve been invited to and interact with members of those groups
What do Chatter External Users have access to?

same data as Chatter Free Users
What access does the Chatter Moderator User have?

Activate/deactive other Chatter Free users and moderators
Grant/revoke moderator privileges
Delete posts and comments they can see
What permissions does the Chatter Moderator User have?

give non-administrator specific user permissions to manage certain user settings, without giving them full access through the broad Manage Users permission
More specific permissions for managing users

Because you cannot modify permissions on a standard profile
Why is it a good practice to Create custom profiles for your users?

You can create a custom profile by cloning and modifying an existing one
What is an efficient way of creating a custom profile?

Click the links to view and edit page layout, field-level security, and record type settings.
Click edit to change tab and custom app settings, and all permissions (note that you cannot edit permissions on standard profiles)
Click clone to create a custom profile, using the existing settings as a starting point.
What is the process for Viewing and editing profiles?

by type in sections on a profile detail page
How are settings and permissions organized?

search for settings
access all settings for an object in one place
access all permissions related to an app in one place
access all system-wide settings in one plce
What does the opt-in interface allow users to do?

the kind of records (object) users can view, create, edit, or delete, but no the individual records themselves.
What are object permissions?

tab settings allow you to set the baseline tab visibility for the users associated with the profile

NOTE: Selecting Overwrite users’ personal tab customizations when modifying a profile with reset the users’ existing personalizations.
How do tab settings work?

through the All tabs tab (+ sign)
How can Users override the Default On and Default Off settings?

Enable the enhanced profile user interface
create a custom user profile by cloning the standard user profile
Edit the new profile to select the settings and permissions desired, leaving all others unchanged
Assign individuals to the profile
How can you create an custom user profile?

Settings we assign to each object (not the individual record)
Create
Read
Edit
Delete
What is CRED?

Enhanced Lists + Inline Editing
Setup>Customize>User Interface
What must be turned on at the User Interface level in order to complete Mass Edits from Lists?

Create and assign custom profiles to user and reset user passwords

Notes: A user who is assigned to the Standard System Administrator profile can configure and customize the application, such as creating and assigning custom profiles to users. The user can also view and modify all data in the organization including resetting passwords.
What tasks can be performed by a user who is assigned to the standard System Administrator profile?

Access and Permissions. Which tabs and apps are visible in the user interface and what users can do with records of a particular object

Notes: A profile determines what tabs and apps are visible in the user interface, which record types and page layouts users see, and which fields users can view and edit. A profile also determines what users can do with records of a particular object and what tasks (such as running reports) users can perform
What is determined by the user’s profile?

Profile assigned to the user and Name, email address, and username of the user.

Notes: The user record contains personal information about the user, such as name, email, and address. The user record also contains security and access information, such as username, license (Salesforce, Chatter External, Chatter Free), profile, and role. Finally, the user record contains locale information, such as time zone, locale, language, and currency.
When creating a new user, what information is captured on the user record?

Create a custom profile that has the Delete permission disabled for the account object and assign the custom profile to support users

Notes: The Standard User, Solution Manager, Marketing USer, and COntract Manager standards profiles have the Delete permission enabled for the account object. The Read Only standard profile has the Delete permission disabled for the account object, but it also has the Create and Edit permissions disabled for the account object. Since permissions on a standard profile cannot be modified, an administrator needs to create a custom profile that has the Delete permission disabled for the account object. The system administrator needs to assign this custom profile to support users.
Support users at AW Computing can view, create, and edit accounts. However, the management team does not want support users to delete accounts in the organization. How can an administrator meet this requirement?

View the user’s login history
Setup>Manage Users>Users>Name of User>Login History

Notes: An administrator should view the Login History related list on the user record to determine the root cause of the login issue.
A user receives an error message when attempting to log in to Salesforce. What is the first step an administrator should take to troubleshoot the problem?

someone with login access to your salesforce organization, who has a license and a user record containing personal, security, and locale information

Setup>Manage Users>Users
What is a user?

Maximum invalid number of login attempts
Lockout effective period

Notes: An administrator can change the “Maximum invalid login attempts” and “lockout effective period” settings to reduce the number of lockouts. The “Maximum invalid login attempts” setting is the number of login failures allowed for a user before they become locked out. The “Lockout effective period” setting is the duration of the login lockout.
An administrator is receiving a high volume of calls because users cannot log in to Salesforce. The administrator checks the Login History and notices that most users have a status of Password Lockout. What Password Policy settings can an administrator change to reduce the number of lockouts?

Name, Alias, Email, Phone/Address, Title
Personal information

Username, license(s), profile, role, login history
Security and Access

Time Zone, Locale, Language, Currency
Locale

Options: single users, or multiple users with just the reuqired information. The Generate new password option, selected by default, will email the username and a temporary password to the user
Creating New Users

Chatter customers can only be invited to a private Chatter group by a manager or the group owner. They are identified as customers on their profiles and groups they belong to.
Chatter Customer Experience

Groups and profiles of the members of the members of groups they belong to.
Files shared to groups they belong to.
What can chatter customers see?

Post to profiles. 2. See records or other salesforce information, even in search results. 3. be followed. 4. cannot follow people or files.
Chatter customers cannot…

add all of your coworkers to the collaboration that goes on in your Chatter community.
Chatter free license lets you

people, profiles, groups, and files
a simiplified setup menu

Make posts
view comments
upload and view files
join groups
Chatter Free users can access:

lets people outside your company, such as customers, into private groups in your Chatter community
Chatter External license:

see the groups they belong to, and the profiles of members of those groups
share files common to groups they belong to
Chatter External Users can:

by the administrator on the user record. Create new user>in the license picklist, select Chatter Free or Chatter External
By Invites, which allows current Chatter users to invite employees and those outside your company to join Chatter.

The Admin enables Coworker invitations in Chatter Settings for Chatter Free Users
The Admin enables Customer Invitiations in Chatter Settings for Chatter External Users
Chatter Free and Chatter External licenses can be assigned two ways

any salesforce data, such as accounts, contact, opportunities, or custom objects
Chatter free users do not have access to:

The login history related list on a user record display when, where, ad how a user attempts to log in. Use the Status column to diagnose any login issues. If there is no entry here for a user’s login attempt, the user is probably using an incorrect user name.
Viewing a user’s login history

It’s good practice to let users reset their passwords themselves by clicking the forgot your password? link on the login page. If they continue to experience issues, you can reset passwords manually.

Setup>Manage Users>Users>Reset Password
Invalid Password

Password lockout occurs when you have a password policy to lock users out when they exceed a certain number of invalid login attempts. The lockout period can be temporary or require an admin reset. You can unlock a user by clicking Unlock on the user record.
Confirming Security Settings at
Setup>Security Controls>Password Policies

Via mobiles, administrators can now:
Freeze a user
deactivate a user
unlock a user
reset a user’s password
view and edit a user’s information
assing permission sets
View System Status
Switch between Accounts in Multiple Organizations
SalesforceA

Access the org-wide Chatter Settings and enable invites
Setup>Customize>Chatter>Settings>Edit
select “allow coworker invites” and “Allow customer invitations”
Whitelist the @aw#####.com email domain
In the first company email domains field, enter aw#####.com
How do you configure chatter invites so that only users from the company can receive invitations to join the chatter community

Organization>Object level>Record Level>Field Level
Setting Access to the Organization

by default, salesforce does not restrict the hours or the locations of user logins. When users log in for the first time, a cookie is placed in their browser and their IP address is added to a trusted list. When they log in again, salesforce uses this information to authenticate them.
How does login work

the activation process uses a verification code to confirm a user’s identity, adds a browser cookie, and adds the new IP address to the trusted list. Verification codes are sent by SMS text to verified mobile users, and by email to other users.

STEP-BY-STEP
User logs in from unrecognized computer
user prompted to activate computer and clicks button to text or email verification code
user retrieves verification code from SMS text or email
User submits verification code
User Logs in
Activating an unrecognized omputer

You can manually add trusted iP Address ranges for your organization, which allow users to bypass the activation process

Users can still log in from addresses outside these ranges through the activation process
Creating an Organization-Wide trusted IP Address list

You can lock down access for particular groups of users by adding allowed hours and login ranges to their profiles. Users outside these hours or ranges will have their login denied

Setup>Manage Users>Profiles>Name of Profile
Restricting login hours and login IP Ranges on profiles

Profile login restrictions override any other form of authentication. If a user does not satisfy any hour or IP Range restriction on his or her profile, the user will not be able to log in, regardless of the organization-wide trusted IP address lists.
How do profile login hours and IP Ranges Work?

only determine the kinds of records users can view, create, edit, or delete, not the individual records themselves
Object Permissions

Create filtered profile lists
View and compare settings and permissions for multiple profiles
Mass update multiple profiles

Setup>Customize>User Interface
Using Enhanced Profile List Views to Mass Update Profiles

use to GRANT (not take away) additional permissions to specific users, on top of their existing profile permissions, without having to modify existing profiles, create new profiles, or grant an administrator profile where it’s not necessary

Setup>Manage Users>Permission Sets
Using Permission Sets to Grant Additional Permissions

can be assigned to users from the permission set itself or through the Permission Set Assignments related list on a user’s record. The user’s total access will be determined by the user’s profile, PLUS any permission sets assigned to the user’s record
Assigning permission sets to Users

Users may grant login access through their My Setting menu. Administrators login as users from the Users list or from the user record

*Contact salesforce if you would like to disable the “Administrator Can Login As Any User” setting
Logging in as an end user

After determining the appropriate level of access to objects users need, you will need to set up the individual records users should be able to view and edit in each object they have access to on their profile
Setting Up Record Access

Accounts, contact, leads, and campaigns should be visible to all users, but only editable by owners.

Opportunities and cases should only be viewed and edited by their owners.

Applicants, interviewers, job applications, and positions should only be viewed and edited by their owners
Record Access Requirements

determines which individual records users can view and edit in each object they have access to on their profile
Record Access

a high-level description of your data access requirements, and is a useful starting point when determining the kinds of records different groups of users need access to. There are three types
data access model

Public
Private
Hybrid
Three types of data access models

There are no restrictions on record access. users can view and edit any record that their profile permissions allow. This is the default model in Salesforce
Public Data Access Model

Users can only access records that they own, and cannot see records owned by other users in reports and search results.
Private Data Access Model

This is combination of public and private access. Users can access records that they own, and only the records of other users that are necessary for their job function.
Hybrid Data Access Model

for security and visibility

(Security: Users see only records they should see. For example, when you have confidential or sensitive data.)
(Visibility: Users see only the records they need to see. For example, list views, searches, and reports show only relevant records.)
When would you use a Private or Hybrid model?

Whichever data access model you choose, record owners have special privileges with their own records.
Default Access based on Record Ownership

View and edit the record
Transfer the record to a different owner
Delete the record
Given the appropriate profile permissions, the user owning a record can always:

Owners of records associated to an account additionally have view access to the associated account, even when it is owned by another user. Case owners can also view contacts related to their cases
Access to Associated Accounts

Use to set the default level of access users have to records they do not own, in each object

Setup>Security Controls>Sharing Settings
Setting the baseline with Organization-wide defaults

determine what a use can do with records they do not own
Organization-Wide Defaults: Access Levels

Who is the most restricted user of this object?
Is there going to be a time that this user shouldn’t be allowed to see? If yes, Private Model. 3. Is there ever going to be an instance of this object that this user shouldn’t be allowed to edit? If Yes, public read-only. If no, Public read/write
Questions to ask when setting Org Wide Defaults for an Object

Search for/report on owned records only
Private

Search for/report on owned records only
Search for/report on any records
Add related records
Public Read-only

Search for/report on owned records only.
Search for/report on any records.
Add related records.
Edit Details of record.
Public Read/Write

Search for/report on owned records only
Search for/report on any records
Add related records
Edit Details of record
Change of ownership of record
Public Read/Write/Transfer Leads and Cases

Determine who needs visibility
Role Hierarchy

Role Hierarchy
In a private or hybrid model, what allows you to open up record access to managers, team leaders, and operations people who may have been denied access by organization wide defaults?

Role Hierarchy
How do users in higher roles inherit the special privileges on all records owned by users in roles below them?

When you create the roles. For example, you may want account owners to have view only access to associated cases.
When can you define the level of access account owners will have to records associated to their accounts but owned by other users

whether the organization has trusted IP addresses
-AND-
whether the user’s profile has login hour restrictions

Notes: When a user tries to log in through the user’s interface, Salesforce authenticates whether the user’s profile has login hour restrictions or login IP range restrictions. Users outside these hours or IP ranges will have their login denied. Salesforce also authenticates whether the organization has trusted IP addresses. Users within these IP ranges will bypass the activation process.
What does Salesforce authenticate before allowing a user to log in through the user interface?

Organization-Wide Defaults

Notes: Organization-wide defaults set the default level of access users have to records they do not own, in each object. The role hierarchy, sharing rules, teams, and manual sharing are used to ope up access to records. In order to access a record, users must also have the appropriate object permission on their profile or a permission set.
What feature sets the default level of access users have to records they do not own, in each object?

Create a role based public group and define criteria based sharing rule (Case: Status EQUALS Escalated)

Notes: An administrator can create a criteria-based sharing rule for cases that gives read/write access to a pubic group. The criteria would be set to only share records where Escalated equals True. The records would be shared with a public group that contains the product specialists.
At AW computing the organization-wide default for cases is set to Private. The management team wants several product specialists to assist with all cases that have been escalated. Only these product specialists need the ability to view and update all escalated cases. How can an administrator meet this requirement?

lets you restrict what fields users can view and edit based on their profile.

You can ensure that users can only access fields they need for their particular job function:
*on record detail and edit pages
*in related lists
*in search results and reports
*in list views

Notes: Field level security lets you restrict what fields users can view and edit based on their profile. Field-level security restricts access to a field on record detail and edit pages, related lists, search results, reports, and list views.
What does field-level security control?

Add the product managers to the opportunity teams for specific opportunities

Notes: An administrator can add the product managers to the opportunity teams for specific opportunities. This will give the product managers access to just the opportunities that require their assistance.
In AW Computing, product managers do not have access to opportunities. How can a system administrator grant them access to opportunities if the product managers are assisting with a specific deal?

Assign the assistant the highest role in the hierarchy and create a custom profile that disables the delete object permission

Notes: To restrict the assistant from deleting records the executive assistant can access, the administrator can create a custom profile and assign it tot he assistant. The custom profile will have the Delete object permission disabled for all objects. Moreover, she must be assigned the highest role in the role hierarchy.
How can the system administrator give the executive assistant the ability to view, edit, and transfer ownership of all records, but not allow her to delete records?

In a private or hybrid model, the role hierarchy may not be flexible enough to give all users the record access they need. You can use a combination of different sharing functions to create exceptions to your model. These different sharing functions include: Sharing rules, Manual Sharing and Teams.
Data Access Exceptions

created to grant additional record access to groups of users on an object-by-object basis.
Purpose of Sharing Rules:

exceptions to organization-wide defaults
Irrelevant for public data access models
Define Sharing Rules:

Share which records?
With which users?
What level of access?
Components of sharing rules

*owned by certain users (Share specific objects owned by a certain type of user)
*meeting certain criteria (Share only objects meeting specific characteristics)
Share which records?

Public groups
Roles
Roles and subordinates
Share with which users?

Read-only
Read/write
Share what level of access?

Setup>Security Controls>Sharing Settings
Where are sharing settings found in Salesforce?

To determine what records you share based on field values rather than ownership

Ex: Share all accounts in a certain region, or opportunities involving a particular product
Purpose of Criteria-Based Sharing Rules

Accounts, opportunities, cases, contacts, leads, campaigns, and custom objects

Most field types
Items you can use criteria-based sharing rules with:

administrator-defined grouping of users that you can use to simplify the creation of sharing rules involving many users.
Purpose of Public Groups with Sharing Rules

any combination of individual users, roles, other public groups, roles and subordinates, and public groups
Public groups can be comprised of

allow users to share records up or down their management chain
Purpose of Manager Groups

Manual Sharing
Sharing Rules
What are the ways users can share records through the use of manager groups

Manager Groups option in orgs
What must be enabled in order to share records up or down in a management chain

cannot be added to other groups
do not include portal users
contain only Standard and Chatter Only users
Manager groups:

allow users to grant additional access to their accounts and related records
Account Teams

Account owners, account owner’s manager, and administrators
Account Teams can be managed by

Manually add and remove team members and assign team roles. 2. Grant read-only or read/write access for each team member to the account and its related contacts, opportunities, and cases. 3. Create a personal default team, which can be added automatically.
What can account owners, their managers, and administrators do with respect to Account Teams?

allows users to grant additional access to their opportunities.
Purpose of Opportunity Teams

Opportunity owners, their managers in the role hierarchy, and the system admin
What roles can set the accesses for opportunity teams?

Manually add and remove team members on an opportunity’s sales team and assign team roles
Grant read-only or read/write access to the opportunity for each member
Create a personal default sales team, which can be added automatically
With respect to granting access via opportunity teams, what can opportunity owners, their managers, and the systems admin do:

The same team role list is used in both account and opportunity teams
Account teams and Opportunity teams must be enabled before you can use them.
Account Teams and Opportunity Teams notes:

Enable teams. 2. Update team roles. 3. Create default teams.
Process for setting up Account Teams and Opportunity Teams

Enable
Select page layout(s) for team related list
Enable Teams

Add
Remove
Rename
Reorder
Update team roles

Admin or user created
Can auto add to new records
Can update existing records
Create default teams

Setup>Customize>Accounts>Account Teams
Path to set up Account Teams

Setup>Customize>Opportunities>Opportunity Teams>Settings
Path to set up Opportunity Teams

Allows users to grant one-off access to their individual records for users, roles, and public groups.
Purpose of Manual Sharing

The record owners, their managers in the role hierarchy and administrators
Who is manual sharing available to?

objects set as public read-only or private in organization-wide defaults
What is manual sharing available for?

Use the sharing button
How do you troubleshoot record access issues?

Systems administrator
Who sets the organization-wide level of access to personal Calendars?

Setup>Security Controls>Sharing Settings
Where is the access to personal calendars set?

Individual users
Who grants access to specific users in the personal calendar?

Administrators and users with the “Customize Application” permission
Who can create public calendars?

Public groups, roles, and users
Who can public calendars be shared with?

ANY calendar view
From which Calendar view can users view the public calendar from?

it lets you restrict what fields users can view and edit based on their profile in order to insure users can only access fields they need for their particular job function.
What is the purpose of field-level security settings?

On record detail and edit pages
In related lists
In search results and reports
In list views
What are the field levels that can be set?

The most restrictive security settings will always apply. For example, users with edit access to a field will not be able to edit it if they don’t also have edit access to the object
What should you remember with regards to field-level security settings

Through the field or the profile.

Setup>Security Controls>Field Accessibility
How do you access the field-level security settings?

Change the field label
Add help Text
Add or edit values in the picklists
Add or edit lookup filters
Set field history tracking
Change format of auto-number fields
How can the standard fields can be customized?

They cannot be deleted, but they can be hidden or removed from page layouts
What can be done to eliminate unnecessary predefined sets of fields of common business information embedded within all objects?

to tailor salesforce to your organization’s specific business requirements
to make the purpose of a field clearer to users
What is the purpose of changing standard field labels?

Setup>Customize>Tab Names and Labels>Rename Tabs and Labels
How can you change standard field labels?

It allows you to provide information about the purpose and function of a field for your users. The text will be available on any detail or edit page where the field appears and users see text when they hover over the icon
What is the purpose of adding help text to a standard field?

Setup>Customize>Name of Object>Fields>Edit
How can you add help text to a standard field?

Add to, remove, and reorder
What types of edits can be made to the predefined values in the standard picklist fields?

Setup>Customize>Name of Object>Fields>Name of Field
How can you edit the predefined values in the standard picklist fields?

new fields that you create on any standard or custom object to capture additional information required for your business
What are custom fields?

They are not built-in

For more info search for: creating custom fields in Salesforce Help Center
What feature makes it possible to customize and delete custom fields?

It will result in the field’s data being lost

List views based on the field will be deleted and assignment and eescalation rules may be affected
What usually happens when you change the data type of a custom field?

Because if the field contains data, it will be lost when you change the data type of the custom field
Why should you only modify fields with no data?

change the data type
deleting a field
What are the cases in which data can be lost when modifying fields?

they store deleted fields and their data for a maximum of 15 days, during which you can undelete or permanently erase them

Search for: Notes on changing custom field types; managing deleted custom fields
What precaution has Salesforce taken to minimize data loss with respect to modification of fields?

Using the four-step custom field wizard
What is the best way to create a new custom field?

Select Data TypeEnter Details, Set Field-Level Security, Add to Page Layouts
What are the four steps to create a new custom field using the wizard?

Currency
Date
Checkbox
Picklist
Text, etc
Select Data Type

Label
Length
Picklist Values
Description
Help Text
Enter Details

Visibility by profile
Editability by profile
Set Field-Level Security

On which page layout(s) will field appear?
Add to Page Layouts

Setup>Customize>Name of Object>Fields>New
What is the path to create new custom field using the wizard?

fields that allow users to select either single or multiple values from a predefined list during data entry
What are Picklists?

speed up data entry
maintain data entry quality by allowing only permissible values
Facilitate searching, reporting, and filtering
What can you use picklists for?

It is used to link two picklists together to create a controlling-dependent relationship. Users select a value in a controlling picklist, which filters the values available in a second, dependent picklist.
What is the purpose of dependent picklists?

Standard Picklists: controlling only
Custom Picklists: Both controlling and dependent
Custom Multi-Select Picklists: Dependent only
Standard Checkbox: Controlling Only
ustom Checkbox: Controllinf Only
What field types support dependent picklists?

multi-level dependencies.

Search for: Dependent Picklist Considerations
What do dependent picklists give you the abiltiy to create?

Lookups are fields that allow users to select a record from another object, including the User object, during data entry. In this way, they can link two records together to create a parent-child relationship
What are lookups?

other fields on the same record (source)
Fields on the records of the lookup object (target)
Fields on the user’s record, profile, and role.
Fields on records directly related to the target object.
What can a lookup filter reference?

limit the records available in the lookup
What does a lookup filter do?

Use a lookup filter that references another field on the same object

Ex: add a lookup filter to the case Contact field (dependent) so that it only displays contacts related to the account selected in the case Account Name field (controlling)
How do you create a dependent lookup?

Define calculations that reference other fields to display new numeric, text, date, or checkbox values specific to your business requirements.
What do custom formula fields allow you to do?

they are read-only, and do not display on record edit pages.
Can reference fields on the same object, or a parent or lookup object.
Cannot reference encrypted, description, or custom long text area fields
Are not searchable, or available for lead conversion or the weekly export service.

Search for: Tips on Building Formulas
What are the characteristics of formula fields?

through an additional step in the custom field wizard;

use the simple formula tab for basic calculations involving numerical fields from the same object.

Use the Advanced Formula tab for more complex calculations involving functions, non-numerical fields, or fields from parent objects.
How can you define a formula?

Fields from parent objects
What does a Cross-Object Formula reference?

Insert Field browser on the Advanced Formula Tab.

Use cross object formulas to avoid duplicating data
How do you access field from up to 10 parent levels?

it controls the fields, sections, related lists, and buttons that appear when users view or edit a record. You can modify an object’s default page layout or create a new one
What is a page layout?

Drag items from here to there to add or remove,
Hover over items, then click to drag when you see the crosshair,
Double click items or click tool icon to edit properties
How can page layouts be modified or created using the drag-and-drop editor?

Fields, Sections, and Related Lists
What can be edited in the page layout?

Add, remove, and move, make read-only or required
Field page layout modification options

move and create new
Sections page layout modification options

Add, remove, and move, change columns and sort records
Related Lists page layout modification options

Assign page layouts to user profiles
How can you ensure that users see the correct page layouts?

No; only record access rolls through the roles through role hierarchy. Profile permissions/permission sets do NOT transfer through the role hierarchy.
Do profile permissions/permission sets transfer through the role hierarchy?

Sets the base level of all access

Restricts access

Public read/write
Public read only
Private
Organization Wide Defaults

Opens up vertical access to users higher up the org chart

Who has permissions to set up? Administrator only
Role Hierarchy

Opens up lateral access to users

Who has permissions to set up? Administrator only
Sharing Rules

Flexibly opens up access

Who has permissions to set up? Administrator, owner of object, and anyone in org chart vertically above the owner
Teams and Manual Sharing

The Organization Level (Login Access, IP Restrictions)
Object Level (Profile CRED)
Record Level (Role Hierarchy, Sharing)
Field-Level Security (Field or profile)
Big Picture of Access to Fields

The field is removed from associated page layouts
All field data is deleted

Note: When a custom field is deleted, the field is removed from associated page layouts and all field data is deleted. Salesforce stores deleted fields and their data for a maximum of 15 days during which you can undelete or permanently erase them
What automatically occurs when a custom field is deleted?

Create the product type field as a controlling picklist and the series field as a dependent picklist

Note: An administrator can create two picklists and then link the picklists together to create a controlling-dependent relationship. The product type field will be the controlling picklist and the series filed will be the dependent picklist.
Support agents at AW Computing need to track the product type and series when creating cases. How can an administrator ensure that the product type selected determines the values available for the series?

Create a custom cross-object formula field on the opportunity

Note: The administrator can create a cross-object formulat field on the opportunity that references the industry field from the parent account. When the Industry field is updated on the account, the formula field will automatically display the new value on the opportunity.
AW Computing populates the Industry field on each account record. The sales team wants the industry information displayed on related opportunity records and updated when the value is updated on the account record. How can an administrator meet this requirement?

Preparation
Create Record Type Step 1
Create Record Type Step 2
Edit Picklists
What are the steps for creating page layouts users will see when working with a particular record type?

Create a new section on the opportunity page layout and add the custom fields to the section

Note: The page layout controls the fields, sections, related lists, and buttons that appear when users view or edit a record. An administrator can create a new section on the opportunity page layout and add the custom fields to the section.
An administrator at AW computing created custom fields on the Opportunity object for Discount Percentage and Amount after Discount. The sales team wants these fields to be grouped together on the opportunity record. How can an administrator meet this requirement?

Create one record type and support process for feature requests and another record type and support process for customer support issues

Note: An administrator can create one record type and support process for feature requests. The support process would only have the case statuses specific to the feature requests. The administrator can then create another record type and support process for customer support issues. The support process would only have the case statuses specific to customer support issues.
The support team at AW Computing wants two different business processes for cases: one for tracking feature requests and one for tracking customer support issues. Each process needs to have a different set of cases statuses. How can an administrator meet this requirement?

The error message defined in the validation rule displays on the record and the record will not save.

Notes: A validation rule allows you to specify your own business-specific criteria to prevent users from saving invalid data in one or more fields. If a user enters an invalid Close Date, the error message defined in the validation rule displays on the record and the record will not save.
An administrator created a validation rule to ensure that users do not change the Close Date of an opportunity to a day in the past. What happens when a user tries to save an opportunity that has a Close Date from last month?

this allows you to offer users different page layouts and picklist values for different business scenarios, based on their profiles. Each object has a default master record type, but you can create new ones.
What is a record type?

Setup>Customize>Name of Object>Record Types
What is the path for creating a record type

create page layout(s)
Ensure picklists values are complete
Creating page layouts: Preparation step

Name
Description
Enable for profiles
Creating page layouts: Create Record Type: Step 1

Select page layout for each profile
Creating page layouts: Create Record Type: Step 2

select picklist values
Creating Page layouts: Edit Picklists

Cases use the default record type of the default case owner
Leads use the default record type of the default lead owner
What record type is used for records created through web-to-case or web-to lead?

The administrator is prompted to select which record type(s) should include the new value
What happens when an administrator adds new values to a picklist for an object with multiple record types?

Administrators can add the Record Type to field page layouts
How can a user identify the record type of a record?

Name>My settings>Display & Layout> Set Default Record Types
what is the path for setting default record types?

No. Users can choose to always use an object’s default record type as set on their profile
Do users always have to select a record type when creating new records?

Opportunities
Cases
Solutions
Leads

Each has a special picklist field, or business process, that lets you track these records through their lifecycles.
Record Types with Business Processes

ON THE EXAM

a business process
What must you create before you can create a record type for an object?

Update master picklist (ensure master has all required values)
Create Business Process (Name, Description, Select values from master)
Create Record Type (Select business process)
What is the process for creating a business process?

Setup>Customize>Name of Object>Name of Process
What is the path for creating a business process?

up to 20
When history tracking is enabled, how many standard or custom fields can changes be tracked?

DEPENDENT PICKLISTS>Know slide 246 MEMORIZE

date and time of change
user making the change
old and new values (not on multi-select picklists and large text fields)
When history tracking is enabled, what is logged?

*On a Record’s history related list
*History reports
When history tracking is enabled, where can changes be viewed?

it allows you to insure the integrity of data before it is saved, by preventing users from saving invalid field values.
What is the purpose of data validation?

involves setting simple field properties to ensure valide data entry:
Field data type
Required field
Unique field
System data validation

allow you to enforce more complex conditions, involving one or more fields, specific to your business processes
Custom validation rules

Errors
What must be absent in order for custom validation rules to be executed?

Universally required on save
Auto-added to all page layouts
Cannot be hidden
Editable on all profiles (FLS)
Not for picklists, texxt area (long)
What are the characteristics of a required field?

Stops duplicate values on save
Existing duplicates cause error
Email, number, text fields only
Text fields can be treated as case-sensitive
What are the characteristics of a unique field?

Setup>Customize>Name of Object>Validation Rules
What is the path for creating a validation rule?

it allows you to specify your own business-specific criteria to prevent users from saving invalid data in one or more fields

Example: Opportunity discounts must not exceed 20%
What is the purpose of a validation rule?

Make fields conditionally required based on the Opportunity stage. 2. Prevent sales reps from entering close dates prior to the current period. 3. Ensure sales reps are entering a credit card number that is exactly 16 digits. 4. Ensure that the total number of hours recorded does not exceed 60.
Common data validation examples

Just like any other object:
Custom fields can be created for all activities
Tasks and events can have validation rules, record types, and page layouts
Enable task and event features such as re-occurring tasks, group tasks, cloud scheduler options, and more.
How can tasks and events be customized?

State your business requirements in descriptive terms (User must enter a Support Plan Expiration Date when Has Support Plan is selected)
Break down the description into one or more simple statements describing error conditions. (Has Support Plan is selected and Support Plan Expiration Date is blank)
Express the error condition as a Boolean statement using the formula language. (Has_Support_Plan_C=True&&ISBLANK(Support_PLan_Expiration_Date_c)
Compose an error message that corresponds to this error condition. (The expiration date must be entered when an account has a support plan.)
What is the best practices methodology for validation rule design?

Administrators can import data for the entire organization in Setup
Users with the “Import Personal Contacts” permission can import their own accounts and contacts in My Settings
Data can be imported from any CSV file
You can choose whether or not to trigger workflow with the import
Who can import data into Salesforce?

Separate wizards are used for accounts contacts, leads, solution, and custom objects
How is data imported into Salesforce?

Your name>My settings>Import>Import My Accounts & Contacts
What is the path for individual users to import data into Salesforce?

Setup>Data Management>Import <>
What is the path for the administrator to import organizational data into Salesforce?

Setup>Data Management>Data Import Wizard
What is the path for accessing the data import wizard?

Data Import Wizard
What provides a unified interface through which you can import data for accounts and contacts, leads, solutions and custom objects?

Use the same wizard for all available objects
Choose what to do with imported data
Drag and drop import files
What does the Data Import Wizard allow you to do?

Ensuring data meets system and custom data validation requirements
Resolve any duplicate records
Removing blanks and empty spaces
Running spell check
Renaming column headers to match the field names in Salesforce
What should be done to prepare the import file?

Look up the keywords “Importing Overview” in Help & Training
Where can I go for more help with Data Imports

If the import values don’t meet the data validation criteria, import will fail on that one record
Data Validation

If this field is left blank, the user doing the importing becomes the default owner.
Owner Field (New Records)

Data Import Wizard: Unmapped required fields will generate an error, stopping you from continuing.
All Wizards: Records with missing required field values will not be imported
Universally Required Fields (New Records)

salesforce.com ID, Name, Email
What matching types are associated with the contacts object?

Data Import Wizard: An unmapped currency field will generate an error, stopping you from continuing.
All Wizards: Records with a missing currency field value will be assigned the corporate currency.
Currency Field (New Records)

Make sure all values in any picklist field also exist in Salesforce. Otherwise. new values will be imported only for the records in the import file, and the value will not be available to the other records.
Picklist Values

To identify duplicates when you add new records, or to match records when you update existing ones. Different matching types are available for each object.
What are matching types used for when importing data?

Salesforce.com ID, Name and Site
What matching types are associated with the account object?

Salesforce.com ID, Name, Email
What matching types are associated with the Leads object?

Solution Title, Salesforce.com ID, External ID
What matching types are associated with the Solutions object?

Record Name
Salesforce.com ID
External ID
What matching types are associated with the Custom Objects object?

It is a unique identifier that is generated by Salesforce when a new record is created.
What is the Salesforce record ID?

The record URL
Reports
A data loader export file
Where can the Salesforce ID be obtained from?

an application for the bulk import or export of data
What is the Force.com Data loader?

It is more robust as you can use it to insert, update, delete, export, or upsert Salesforce CRM records for both standard and custom objects and to Obtain Salesforce record IDs
Why would an administrator choose to use force.com data loader versus one of the import wizards?

Because it is a client application
Why must you log in to the data loader with your username and password

accesses Salesforce data from outside of Salesforce
Client application (example: Data loader)

a security token will be required
What happens when you are logging into the data loader from an untrusted location?

Salesforce API
What does the data loader use that is a set of rules that allow outside programs to interace with your Salesforce data?

Import Wizards
Which import method should you choose if you want to import fewer than 50,000 records?

Import Wizards
Which import method should you choose if you want to prevent duplicates when importing new records?

Import Wizards
Which import method should you choose if you want to choose whether or not to trigger workflow rules?

Apex Data Loader
Which import method should you choose if you want to Load up to 5,000,000 records?

Apex Data loader
Which import method should you choose if you want to Load objects such as products or opportunitites?

Apex data loader
Which import method should you choose if you want to schedule imports?

Apex Data Loader
Which import method should you choose if you want to save mappings for later use?

Apex Data Loader
Which import method should you choose if you want to export or delete data?

Create any necessary fields prior to the import.
Clean up the data prior to the import
Export any necessary record ID fields
Prepare and upload a test batch
Do not perform updates to existing records during normal business hours in order to minimize the possibility of users modifying records while you are simultaneously updating them.
Turn off workflow rules before running any import, update, or upsert operation
Back up your Salesforce DB before performing the import.
What are the data import best practices?

a platform that gives you access to millions of contact and company records right within Salesforce, making it easy to find new customers and clean your data
What is Data.com

Premium or corporate Prospector
What types of Salesforce license must you have in order to use Data.com?

add new accounts, contacts and leads to Salesforce
Compare Salesforce records to Data.com’s and update if required
Data.com Clean additionally offers automated cleaning of records
What can you do with a data.com license?

No; is uses Data.com technology but a license is not required.
Does Duplicate Management require a Data.com license?

Search for records on the Data.com tab using basic criteria
Use additional filters to narrow your results
Select the records you want and add them to Salesforce, or export to a file.
What are the steps for adding records from Data.com
From and existing account record in Salesforce, users can find contacts in Data.com to add to the account
What are the steps for adding contacts to existing accounts?
The record is compared with existing Salesforce records to identify possible duplicates
List of potential duplicates is returns. Criteria used to find duplicates are defined by a matching rule
Whether the record is Allowed or Blocked to be saved depends on what is defined in the duplicate rule. Both include Alerts, and the Allow option also permits report.
Available for accounts, contacts, leads, and custom objects.
How does Data.com Duplicate Management work?

Setup>Data Management>Duplicate Management
What is the path for duplicate management?

Create or edit duplicate rules, and activate them.
Create or edit custom matching rules, and activate them.
Create custom report types for duplicate record reports.
What is the process for setting up duplicate management?

to give users access to social information about their accounts, contacts, lead, directly from the record detail page.
What is the purpose of enabling Social Accounts and Contacts?

Setup>Customize>Social Apps Integration>Social Accounts and Contacts>Settings
What is the path for enabling Social Accounts and Contacts?

No
Can users be deleted from Salesforce?

to transfer multiple accounts, leads, service contracts, and custom objects from one user to another. Depending upon the object, you may have the option to transfer related records as well.
What is the Mass Transfer too used for?

On a regular basis and before any major import or export operations
How often should data be backed up?

Maintains the integrity of historic data. 2. Prevents that user from accessing Salesforce. 3. Frees up a user license.
What are the benefits of deactivating users in Salesforce?

Reports
Data Loader
Weekly Data Export Service
What are the ways to back up data in Salesforce?

Using the Freeze button on the user’s record. This does not free up a license, however.
How can you temporarily prevent a user from logging into Salesforce?

Exports specific data to excel
process is manual
What are the specifics of backing up data using reports

export specific data to CSV, Excel or another database
Process can be manual or automated
What are the specifics of backing up data using the data loader?

obtain a complete set of salesforce data for archiving
Process is fully automated
What are the specifics of backing up data using a weekly data export service

it is an automated way of receiving a zip file of CSVs of all of your Salesforce data.
What is the purpose of a data export service?

It is available within the Salesforce application
It can be scheduled
It emails you when the zip files are ready
What are some of the benefits of backing up data using a data export service?

They are deleted 48 hours after they are delivered, regardless of whether or not you have downloaded them.
What is an important thing to remember with respect to the data export service ZIP files?

It allows you to delete standard object records that meet specific criteria
What is the purpose of the Mass Delete Records tool?

A list of all records to be deleted will display, giving you the opportunity to check the deletion for accuracy. 2. The tool will alert you of any child records that would also be deleted. 3. Best practice is to request or perform a backup before using Mass Delete. 4. Deleted records are stored in the recycle bin for another 15 days, unless you choose “Permanently delete”.
How does the Mass Delete Records tool work?

Setup>Data Management>Mass Delete Records
What is the path for performing a Mass Delete Records

*Deleted records are stored in the recycle bin a maximum of 15 days
*Records can be restored by clicking Undelete
*”My recycle bin” is available to all users
*”All recycle bin” is available only to users with the “Modify All Data” permmission
What are the characteristics of the Recycle Bin?

The value of a field doesn’t meet the validation criteria or a universally required field is left blank

Notes: When using the Data Import Wizard, a record will not be imported if the value of a field doesn’t meet the data validation criteria or a universally required field is left blank.
When importing records using the Data Import Wizard, what conditions will cause a record to not be imported?

It provides a unified interface through which you import data for accounts and contacts, leads, solutions, and custom objects. 2. Choose whether or not to trigger workflow rules and prevent duplicate records from entering the system. Notes: The Data Import Wizard can be used to: import contacts, accounts, leads ,solutions, and records for custom objets; import fewer than 50,000 records; choose whether or not to trigger workflow rules; prevent duplicate records from entering the system.
What are the benefits of using the Data Import Wizard to import data into Salesforce?

Export or delete data
Save field mappings for later use

Notes: The data loader can be used to: Import files that contain up to 5,000,000 records; Load certain standard objects, such as products or opportunities; Schedule imports; Save field mappings for later use; Export or delete data
Why would a user choose data loader instead of the Data Import Wizard?

Deactivating the user record

Notes: An administrator can deactivate the user record and maintain the inactive record. Deactivating a user record maintains the integrity of historic data, prevents the user from accessing Salesforce, and frees up a user license. Record ownership can be transferred to new owners using the mass transfer tool.
How can an administrator prevent a former employee from logging in to the company’s Salesforce organization and free up a user license?

Data export service OR Data loader

Notes: The data export service is an automated way of receiving a zip file of CSVs of all your Salesforce data. The data export service is available within the application and can be scheduled. The data export service emails you when the zip files are ready. In order to use data loader to obtain data for archiving, you must create batch files and schedule them to run using Windows functionality.
What feature provides and automated way to obtain a complete set of Salesforce data for archiving?

Mass Delete Records or Data Loader

Notes: An administrator can delete records using data loader or mass delete records. As a best practice, an administrator should perform a back up before deleting records.
An administrator at AW Computing incorrectly imported a set of records into Salesforce. Which tools can the administrator use to remove the records from Salesforce?

lists or summaries that allow you aggregate and analyze your data in different ways
What are reports?

through folders on the Reports tab
How is access to reports and dashboards controlled?

*all users with access to the folder have the same level of access
*access can be read/write
*can be accessible to all users, hidden from all users, or shared using public groups or roles
*Access to folders does not roll up in the roll hierarchy
What are the access properties of the reports folder?

Enhanced folder sharing
What feature gives users finer control over how they share their reports and dashboards?

Setup>Customize>Reports&Dashboards>Folder Sharing
What is the path for setting reports & dashboards folder sharing?

*Built in
*Stored in standard folders
*Can be customized and saved as custom reports
*Cannot be overwritten or deleted
What are the characteristics of standard reports?

Can be built from scratch
Can be created from standard reports
Must be saved in a custom, personal, or un-filed folder
Can be overwritten or deleted
What are the characteristics of custom reports?

on the Enhanced Reports Tab
Where can you find and create reports and dashboards?

quick customization
What is report options used for?

*always available at the top of every report
*Options depend on the type of data
*make changes in a few clicks, then save as a new report
What are the characteristics of the Report Optimizations?

a drat-and-drop tool that allows you to customize existing reports or create new ones from scratch
What is the report builder?

Add filters
Drag fields into filters pane to add filters
Add charts
add groupings and summarize fields
drag fields into Preview pane to add columns (Use Ctrl to select multiple fields)
Preview up to 50 live records
What can you do with the report builder?

Tabular Report
Which report format provides a simple listing of your data without subtotals?

Summary Report
Which report format provides a listing of data, plus sorting and subtotaling of data?

*Sort groupings by any summary value
*Click column headers to sort records within a grouping
*Summary rows display grouping information and summarized values
What are some of the added features in a summary report?

Users can view floating column headers and grouping summaries as they scroll through large reports.
What is the purpose of floating headers?

Enable floating report headers

Path is Setup>Customize>Reports&Dashboards>User Interface
What step must the administrator do before using floating report headers?

Report-What object and related objects do you want to report on?
Scope-Whose records do you want to see and for what time frame?
Columns-What columns do you want to see?
Format-Do you want records displayed in a list(tabular), grouped (Summary), in a grid (matrix), or in blocks (joined)?
Grouping-Which field(s) do you want to group by?
Summaries-Which numerical field(s) do you want to display as group subtotals nd grand totals?
What additional filters do you want to limit the records you see?
Highlights/Chars0Do you want to display summarized data with highlights or as charts?
What questions should you answer before creating a custom report?

A matrix report
What type of report summarizes data in a grid agains horizontal and vertical criteria while providing totals for both rows and columns?

To specify the grouping time frame
Why would you select Group Dates By from the group menu when grouping a report by a date field?

Directly in the Filters pane, using the Add button or by dragging in fields from the Preview pane.
How can you add up to 20 additional filters to a report?

link multiple filters using “and”, “or”, and “not” operators to create sophisticated conditions.
Offset priority conditions using parentheses and nested parentheses
What are additional features of filter logic?

to create dynamic date ranges, based on the report run date
Ex. Yesterday, today , tomorrow
Last week, this month, next quarter
What is the purpose of using relative date values in report filters?

you can use variables in relative date values
Ex. last n days last n weeks last n months
n days ago n weeks ago
How can you add flexibility when using relative date values in report filters?

one page layout per profile per object
What are the default page layout limits of out of the box Salesforce?

required field
What does the red star mean in the page layout editor?

Salesforce required field; cannot be removed from the page layout
What does the blue circle mean in the page layout editor?

page layouts and the segmented picklist
What do record types control?

five
What is the maximum number of custom formulas yo can add to summary and matrix reports?

Can reference formula fields, but no other summary formulas
Only display on summary rows, not detail (record) rows.
What are the characteristics of summary formulas?

you can highlight up to three summarized or summary formula values in different colors depending on where they fall in relation to a specified range.
What is conditional highlighting?

graphical representations of the data in the summary rows or columns of a report
What are charts used for?

compared many items
What is a horizontal bar chart used to display?

Fewer items or changes over time
What is a vertical bar chart used to display?

Data changes over time
What is a line chart used to display?

A sales process
What is a funnel chart used to display?

%-compare share
What is a pie chart used to display?

Compare share of total
What is a donut chart used to display?

Side-by-side bar
stacked bar
stacked to 10% barr
Grouped line
What types of charts are used to compare multiple groupings?

Compare secondary groupings
What does a side-by-side bar chart display?

Compare totals and proportions
What does a stacked bar chart display?

Compare proportions
What does a stacked to 100% bar chart display?

Compare secondary groupings over time
What does a grouped line chart display?

Plots two numerical summaries agains one another to visualize the correlation between values for a particular grouping on a report.
What are scatter charts used to display?

Printable view or Export
What two output options for reports?

Creates an .xls file
Save file or open it and print in Excel
Preserves formatting, groupings, and subtotals
What are the features of creating a printable view of reports?

Creates a .csv or .xls file
Save file or open it in Excel
No formatting, groupings, or subtotals
Use to mass update or move data
What are the features of exporting reports to Excel?

*The running user determines whose data is visible on the report
*The running user must have access to the folder in which the report is saved
*All email recipients must have access to the same folder
*The report is emailed within 30 minutes of the Preferred Start time
What happens when you schedule a report to run automatically?

Salesforce upgrade to Org Wide Report Builder
What is required in order to use Joined Reports and Scatter Charts?

Bucket Fields: Quickly categorize records on a report for grouping and filtering
Cross Filters: Create WITH or WITHOUT filters based on child records
Joined Reports: Combine multiple views of data in a single report.
Scatter Charts: Display one or two groups of data plus summaries.
What tools are available with the Org Wide Report Builder?

Setup>Customize>Reports & Dashboards>User Interface
What is the path for extending salesforce analytics?

a visual representation of data from multiple reports
Comprises up to 20 components
Displays data from custom source reports
Can use Visualforce pages to present data from other sources
Has a running user to determine what data is visible
Displays data as of the last time the dashboard was refreshed
Can be scheduled to be refreshed and emailed automatically
What is a Dashboard?

The first summarized field in the source report.
What source report field is used to create the dashboard components?

groups and summarized fields from a report
What do the table and chart components display on the dashboard?

To select:
which groups and summarized fields to display in charts
Chatter photos in tables and horizontal bar charts, where the source report is grouped by use or Chatter group name
Up to four columns in tables, where the source report contains a chart. A column can display any grouping or summary field in the chart, or the second-level grouping in the report itself
What are the table and chart component options in the Component Editor used for?

the grand totals from the bottom of a report
What do gauges and metrics display on the dashboard?

Breakpoints and range colors in gauges to determine the required thresholds. 2. Conditional highlighting in metrics to apply a specified highlight color depending on the grand total value.
What are the gauge and metric component options in the Component Editor used to set?

Dashboard feed or a user or group feed
Where can users post a staticDashboard Component Shap shot of a dashboard component?

By enabling the feature in Setup
How can users post a static image (Dashboard Component Snapshot) of a component?

When posting them to user or group feeds, they are potentially visible to all users
What is it important to remember when posting dashboard component snapshots?

The User running the report
When running reports who determines what data users see?

Fixed (selected when creating dashboard), dynamically set to user viewing the dashboard, selected by authorized users viewing the dashboard
Data displayed in a report can be

it allows users to view summarized data they might not normally have access to
What is the benefit of determining what data users can see?

Create a dashboard where the data displayed is determined by the user viewing it, rather than by a specified running user
There is no need to create multiple dashboards for different users.
Optionally, let authorized users, such as managers, change the running user directly from the dashboard view page
Dynamic Dashboards: Run as Logged-In user

Three
What is the maximum number of dashboard filters that can be used to view different subsets of data on the same dashboard?

Add up to three dashboard filters to allow users to view different subsets of data on the same dashboard
Select to filter on a single field common to all components on the dashboard
Add up to 10 filter options for users to select when viewing the dashboard
What can you do with dashboard filters?

the dashboard
What is used as a starting point when drilling down from a dashboard?

Drag-and-Drop Dashboard Builder
What tool is used to build a dashboard in minutes?

Dragging components and reports directly onto the dashboard canvas while previewing the results as you go.
Editing the components and the dashboard properties directly through overlays on top of the dashboard.
What are the features of the Drag-and_Drop Dashboard Builder tool?

Summary

Notes: There are four types of report formats: Tabular-displays a simple list of records with no groups or subtotals; Summary-displays a list of records sorted into groups with subtotals; Matrix-Summarizes data in a grid to compare related totals; Joined-Displays multiple blocks of data in a single report.
What report format displays a list of records sorted into groups with subtotals?

Filter the report by the Annual Revenue field.

Notes: An administrator can create a field filter to show accounts where the Annual Revenue field is greater than 5 million dollars.
How can an administrator limit the data in a report to only show accounts where the annual revenue is greater than 5 million dollars?

Stacked bar chart

Notes: An administrator can create a stacked bar chart to compare totals and proportions, such as the opporunity amounts by rep and then by stage
Which chart type can an administrator use to compare opportunity amounts by rep and then by stage?

Gauges and metrics

Notes: Gauge and metric components display the grand totals from the bottom of a report. Table and chart components display data from the summary rows of a source report.
What types of dashboard components display the grand totals from the bottom of a report?

What data viewers of the dashboard will see.

Notes: The running user of the dashboard determines what data users see. The running user can be fixed, dynamically set to the user viewing the dashboard, or selected by authorized users viewing the dashboard
What is determined by the running user of the dashboard?

Only opportunities that the sales rep can access

Notes: The sharing model determines what records a user can view when running a report. A sales rep can only see opportunities in a report that he has access to based on the sharing model (ownership, organization-wide defaults, sharing rules, teams, and manual sharing)
AW Computing uses a private sharing model for opportunities. What opportunities will a sales rep see when he drills down to an opportunity source report from a dashboard component?

Create organization wide email addresses
Set up BCC email for compliance reasons
Enable email to salesforce that automatically logs email sent form third-party email accounts as activities on lead and contact records
Stop end users from downloading harmful attachments
Set up default footers for both individual and mass emails
What capabilities does the Salesforce Email Administration tool have?

Setup>Email Administration
What is the path for the Email Administration tool?

Letterhead
Return address
Merge Fields
Disclaimers
What email components can be managed in Salesforce?

Communication Templates>Letterheads
What path do you use in Salesforce to edit the letterhead properties?

logo and color scheme branding
What can be controlled in the letterhead properties?

Communication Templates>Email Templates
What path do yo use in Salesforce to edit the return address?

Communication Templates>Email Templates
What path do you use in Salesforce to control the merge fields?

Email Administration>Email Footers
What path do you take add a disclaimer to your emails?

to ensure that company branding is consistent and saves users time.
Why use email templates?

Web-to-lead
Web-to-case
Email-to-case
Assignment rules
Escalation rules
Auto-response rules
Workflow
Processes
What business processes do email templates need to be set up for?

Setup>Communication Templates>Email Templates
Where can email templates be set up?

the folder in which they are saved
What controls access to email templates?

My Templates
Email Templates
What are the ways email templates can be accessed?

Found in a user’s My Settings pull down menu
lets a user view templates in any folder they have access to, and create new templates in any Read/write folder they have access to
What are the characteristics of My Templates?

Found under Administration Setup on the Setup Menu
Lets administrators create and edit folders and templates
What are the characteristics of Email Templates?

Text and merge field to create the body
Letterhead is combined with different layout options, such as a formal letter or a promotion
What are the parts of an HTML Email Template?

Choose template type
Enter template information
Enter content
Create text-only version
What are the steps to create an email template?

Text
HTML (with letterhead)
Custom (no letterhead)
Visualforce
What are the different types of email template you can choose from?

Folder Location
Name
Specify type of letterhead
Choose a layout
What type of information needs to be entered into the template?

Return Address
Text
Merge Fields
What content must be entered into the Email template?

the text from the HTML version will be copied over automatically.
What happens if the create text-only version is blank when creating an email template?

having this option is a best practice. It is the safest type of email since it cannot contain HTML code or large graphic files, and not all mobile devices display HTML correctly.
What are the characteristics of the plain text email template option?

This option allows you to use the letterhead to define the look and feel of the template. The letterhead must be set up prior to choosing this option.
What are the characterstics of the HTML email template option?

this option allows you to create and HTML email template without having first created letterhead
What are the characteristics of the Custom email template option?

this option allows you to leverage custom Apex controllers in order to render highly customized content
What are the characteristics of the Visualforce email template option?

sets workflow actions into motion when certain conditions are met. Actions can take place immediately or on a specific date, according to a trigger.
What does a workflow rule do?

Evaluation Criteria
What determines which records the workflow rule will apply?

*Created
*Created, and every time it’s edited
*Created, an any time it’s edited to subsequently meet criteria
Depending upon on how you set the evaluation criteria, workflow rules are evaluated when?

Rules created after saving records do not trigger those records retroactively
What is important to note with regards to workflow rules?

users, role, record owner, record creator, opportunity team role, or account team role.
What can workflow tasks be assigned to?

NO
Can a single task be assigned to more than one user in Salesforce CRM?

create multiple tasks as outcomes of the rule
How can tasks be assigned to multiple users?

they can be tracked in Activity History and reported on
What type of tracking and reporting is available for workflow tasks?

send a template email to a user, role, record, owner, record creator, opportunity team role, or account team role.
What do workflow action Email Alerts allow you to do?

email templates
What tools do workflow action Email Alerts use?

the email template need to be created
What must be created before you set up a workflow action for an email alert?

sends information you specify to an endpoint you designate, such as an external service.
What do workflow Outbound Messages do?

an API message
In what format do the specified fields in the workflow outbound message get sent?

immediately once the record is saved or they can be time delayed
When can time-based workflow actions fire?

the upcoming actions are placed in a queue where they can be viewed, and if necessary, deleted.
What happens when rules with time-dependent actions are triggered?

Salesforce removes the time-dependent actions queued for that record
What happens if a record that has been placed in the time-based workflow queue is edited an no longer matches the rule criteria?

Setup>Time-Based Workflow
What is the path for setting up time-based workflows?

lets you automate business processes using a visual interface
allows you to execute actions when certain conditions are met
add multiple groups of criteria and associate actions with each criterion
create immediate and scheduled actions
use versioning to easily track and maintain processes.
What does the Lightning Process Builder do?

Setup>Create>Workflow&Approvals>Process Builder
What is the path for using the Lightning Process Builder?

Create a record
Update records
Send an email using email alert
Post to chatter feed of a user, a chatter group or the record that 5. started the process
Use a quick action; object-specific or global action to create a record, update a record, or log a call
Submit a record for approval without requiring users to submit manually
Launch a flow
Call Apex ethod to add customized functionality
What are the actions supported in Processes?

create a task, update a field on a record or parent record, and send an email
What subset of actions do workflow rules support?

Processes do not support outbound messages, but the Call Apex action can be used to provide similar functionality.
Actions are executed in the order in which they appear in the process.
Criteria nodes and actions cannot be reused or reordered in a process.
What are the General considerations for Processes?
Only one scheduled action group is supported for each criteria node
Scheduled actions cannot be used in processes that evaluate every time a record is created or edited.
The Paused and Waiting Interviews list displays all pending scheduled actions (Setup>Create>Workflows>Approvals>Flows)
If the user who caused the process to start is inactive when Salesforce tries to execute scheduled actions, those actions fail to execute.
What are the considerations for Processes involving Scheduled Actions?

Assignment rules
What automates lead routing?

auto-response rules
What automates responses to new leads?

Assignment rules
What automates case routing?

Auto-response rules
What automates responses to the person who submitted a case?

custom fields: Ensure your fields capture the information you need from the website, and specify how they map when the lead is converted
queues: Create any needed queues
email templates: create any necessary email templates
org wide email addresses: create any necessary organization wide email addresses from which to send auto-responses
assignment rules: create or activate a rule that determines HOW leads are assigned
auto-response rules: Create or activate rules to send targeted email responses
web-to-lead/case: Enable web-to-lead
What needs to be prepped for web-to-lead automation?

the information from the standard lead fields is inserted into standard account and contact fields. Users can also choose to create an opportunity based on this data as well.
What happens when a lead is converted by a Salesforce User?

You will need to create these fields on the lead and specify which object and field they will convert to.
What needs to be done if you have custom fields on the account, contact, or opportunity objects that you would like to capture at the lead stage?

other custom fields of the same data type
What should custom fields be mapped to?

Picklists: Text (Note: your data may become trunicated if the mapped text field is not large enough to hold the entire lead picklist value)
Text, Text Area: Long Text
Auto-number: Text, text area, picklist
What are the exceptions for mapping custom lead fields?

Setup>Customize>Leads>Fields<>Map Lead Fields
What is the path to take to map lead fields?

locations where records await processing by assigned members
What are queues?

public groups, roles, roles+subordinates, and users
Who can be included in a queue?

a view is automatically added to the lead (or case) home page
What happens when you create a queue?

Any user who is a member of the queue
Who can accept leads (or cases) from the queue.

Setup>Manage User>Queues
What is the path for managing queues?

they assign leads/cases to owners based on the criteria you specify within the rule
What is the purpose of lead (or case) assignment rules?

they can contain multiple entries, routing records according to several criteria
Ex: leads from the US region are assigned to the “US Sales Team” queue
What do assignment rules contain?

Only one rule can be in effect at any time. Either the lead Assignment Rule for Standard Use is in effect OR lead Assignment Rule for Promotion, but both cannot be in effect at the sam time
How many assignment rules can be in effect

Setup>Customize>Leads>Assignment Rules
What is the path for setting up assignment rules?

respond to the Web submission of leads/cases with a specific email, based on the criteria you specify within the rule.

Each auto-response rule can contain multiple entries, sending a different email template based on the criteria you set.
Only one rule can be in effect at any time.
What do Lead (or case) auto-response rules do?

Setup>Customize>Leads>Auto-Response Rules
What is the path for setting up lead (or case) auto response rules?

You specify a default lead creator, and the email response template used when no auto-response rules apply.
Once you have enabled the feature, you can select any field on the lead or case object to be generated in html, for use on your website.
How do you enable web-to-lead and create the web form?

Setup>Customize>Leads>Web-to-Lead
What is the path for setting up the web-to-lead automation?

The HTML code that is generated by the Web form can be used on any of your company’s pre-existing Web pages to capture information from users and generate leads in Salesforce.
By copying the code into Notepad, and saving it with an .html file extension, you can view and test the generated code.
How do you go about testing your web forms?

When users attempt to save a record, rules and processes execute in a specific order:
Validation Rules
Assignment Rules
Auto-response Rules
Workflow Rules
Processes
Escalation Rules
Order of Execution

Created
Created, and every time it’s edited
Created, and any time it’s edited to subsequently meet criteria

The evaluation criteria determines which records the workflow rule will apply to. Depending on how the administrator sets the evaluation criteria, workflow rules are evaluated when the record is Created, Created and every time it’s edited; and Created, and any time it’s edited to subsequently meet criteria
What options are available when setting the evaluation for a workflow rule?

the task will be assigned to the record owner that triggered the workflow

a single task cannot be assigned to multiple users in Salesforce
To assign tasks to multiple users, create multiple tasks as outcomes of the rule
If a task is assigned to a role that contains multiple users, the task will be reassigned to the record owner instead
A workflow rule contains an action that sends a task to a role called Global Sales Managers, which includes multiple users. When the workflow rule is triggered, to whom will the task be assigned?

the information from the standard lead fields is inserted into a standard account and contact fields. Users can also choose to create an opportunity based on this data as well.

Notes: When a lead is converted by a user, an account and contact are automatically created to store information from the lead record. Users can also choose to have an opportunity record automatically created. An administrator can map each custom field on the Lead object to a custom field on the Account, Contact, or Opportunity Objects. These mappings will be used when a lead is converted.
When a lead is converted by a user, which records are automatically created to store the information from the lead record?

Assignment rules assign leads to owners based on the criteria you specify within the rule

Create a queue for each regional group and lead assignment rule to route leads to the queues

Notes: An administrator can create a queue for each regional group and a lead assignment rule to route leads to the queues
The marketing team at AW Computing creates and distributes leads to different regional sales groups for qualification. How can an administrator automate this process?

Create a workflow rule with immediate action

Notes: An administrator can create a workflow rule to send an email alert to the account owner. The workflow rule will evaluate if the case Priority equal High when a case record is created. If the case meets criteria, an email alert will be sent to the account owner
AW Computing wants the account owner to be notified when a high priority case is created for an account. How can an administrator accomplish this?

assignment response=ownership
auto-response rules=customer facing email response

web-to-lead auto response

Create auto response rules that send a different email for each lead source

Notes: An administrator needs to create auto-response rules that determines which email template to use based on the lead source.
AW Computing wants to automate leads using a web-to-lead form. When a potential customer submits the form, the submitter should receive a customized email based on the lead source. How can an administrator meet this requirement?

KNOW Slide 450

Helps manage the complete lifecycle of customer service through various channels such as phone calls, emails, websites, and search engine. Customers can use various devices, such as laptops and mobile phones, to access these channels. The Service Cloud runs on the Force.com platform, making it easy to customize and fast to deplyoy.
Service Cloud

Offer a high quality of service and convenience to customers with email-to-case automation. Email templates allow you to communicate to your customers consistently and efficiently.
Service Cloud Email

allow you to track all cases mail communications to and from your customers.
email related lists

the service cloud offers a powerful set of tools to help you manage your service and support processes. With easy-to-use graphical tools, you can define and implement every process ranging from call scripting to returns to case resolution
call scripting

customers perform a Google searh when they don’t know where to turn for answers. The Service Cloud ensures that customers find appropriate informations from the Salesforce knowledgebase.
Search

Business can share cases and customer solutions across partner networks to deliver efficient and high-quality service
Parnters

Provide instant visibility into customer entitlements and service agreements to every agent. Ensure that each customer gets the best service possible.
Contracts and Entitlements

Measuring corporate and department goals are a top priority in support envirnoments. Use the support reports provided in Salesforce to easily create custom reports and dashboards that will help you analyze performance in real time and share and apply your insights across teams.
Reports & Dashboards

Community networking websites help customers get timely support and solutions. Salesforce connects to where your customers are today: Google, Twitter, and Facebook. And Radian6 helps you automate social monitoring and integrate with customer service processes to provide closed loop follow up with your customers who participate in those social media communities.
Social Customer Service

an add-on to the Service Cloud that lets you add a real-time Web chat channel to your customer service processes. Your customers contact your support agents instantly with chat buttons that you place on you website, public knowledge base, or customer portal. It helps resolve a greater number of customer issues with less agent time, helping your business lower support costs.
Live Agent

Call centers provide support through support agents who capture and follow cases in real time, use a Salesforce knowledge base, and collaborate through Chatter to resolve cases. The social contact center strives to improve agent productivity, reduce costs, and increase customer satisfaction.
Social Contact Center

Today, companies are able to handle higher volumes of customer inquiries through effective collaboration with customers. Service Cloud products like Chatter Answers enable you to supercharge your existing portal and knowledge base deployments by creating a unique online feed in the form of questions and answers, along with the look and feel of Chatter. Rather than going through the traditional case creation process, customers can solve their issues faster and on their own in your self-service support community.
Self service Communities

Knowledge is the core of the Salesforce Service Cloud that comprises a comprehensive knowledge base where you can easily create and manage content, known as articles. Salesforce’s leading knowledgeable technology helps provide answers to all questions across all channels. Your agents can collaborate by using Chatter to ensure that these knowledge articles are relevant and accurate.
Collaborative Knowledge

The Service Cloud allows you to monitor and manage customer interactions across every social channel by using real-time reports and customizable dashboards. These reports and dashboards enable agents to identify the issues that are impacting the business.
Social Analytics

a description of a customer’s feedback, problem or question
Case

standard fields; case owner, account name, description and contact phone. can be associated with one another using the parent field
Case record

quickly see solution to the case activities, comments and case history
Case record related lists

phone; call routing features direct customers to appropriate personnel who then log the case
Email support: email-to case then case is created
Website – log a case online, web-to-case, case is created
case origin field

phone, email, website
Three ways cases are created

product support queue or service rep
identify and communicate resolutions
resolved? Yes, next step; NO, case is escalated and case is reassigned
case is closed
How are cases managed?

Case resolution

a detailed description of a customer issue and the resolution of that issue

uses language that uses common language that is easy for the customer to understand
Restates the problem
Identifies the cause
provides an answer
Status field helps with the solution review process; draft, reviewed, final
Visible in self service-portal and/or public knowledge base
Solutions related lists show that it is related with one or more cases
What are solutions?

allows you and your users to group similar solutions together, making them easier to find

Users can browse for and find solutions by either using the search function or to look through subcategories
What are solution categories?

To manage solution categories, a permission set allowing users to define and modify solution categories settings must be created. (not turned on by default)

Enable solution browsing-turns on the Browse Solutions section on the solutions tab home page
Permissions with Solutions

Allows Service Cloud users to easily create and manage content, known as articles, and quickly find and view articles they need. It requires licensing.

users can write, edit, publish, and archive articles and attach them to open or closed cases

users track which article version was attached to a case and communicated to the customer

Administrators configure the article types and data categories

requires a special license
Salesforce Knowledge

*can be assigned to more than one category
*cannot be exposed to customer access from sites and portals
*do not required additional licenses with the Service Cloud, but solution browsing must be enabled and permissions turned on
*support agents can see which article version was attached to a case and can create articles while still working on cases.
Solutions…

allow for more readable, consistent and relevant articles
Article types and data categories

detail the values for the status field on cases. The case Status field identifies the high level point in the case lifestyle
Support Processes

New>Working>Escalated>Bug Logged>Bug Fixed>Closed
Support process stages

New>Working>Closed
Inquiry Process

Subcategory of objects. 2. Allows you to offer users different page layouts and picklist values for different business scenarios, based on their profiles. 3. Allows you to funnel into appropriate workflows/queues.
Record types

Process>Record Type>Permission Assignments>Page Layout
Steps to setting up a new service record type

Objects and tabs?
Processes?
(Creating, managing, and resolving cases)
Add efficiency to case resolution process
Create relevant support processes
Creating a salesforce community
What information do you need to gather when setting up a new case management process?

Case fields are automatically filled in based upon customer inputs on the website. 2. Validation rules on the web form should match those on the case object. 3. Multi-select picklists allow customers to report cases on several products at a time. 4. Cases route to a default case owner if web-to-case generates more than 500 cases per day. 5. Support Settings must specify a default case owner and an Automated Case User.
Web-to-case
Customize case object settings to enable email-to-case. 2. Configure on-demand email-to-case. 3. Download the email-to-case agent if needed. 4. Add the Emails related list to object’s page layouts. 5. View customer emails and attachments from the related lists.
Email-to-case

automatically responds to customer cases submitted via web-to-case, email-to-case, or portal
Once the case is created, the auto response sent an email to the customer using the appropriate support email template
Auto-response rules

customize>cases>Auto response rules>New
Enter name and set as active case auto response rule
Set up auto-response rule entries
Field Operator Value
enter email address
Select email template and save
ENABLE WEB-TO-CASE
Customize>expand self service menu>enable web, set the default template and origin and save
Web to case

(Quick And Easy Auto Web)
Queues: create any needed queues
Assignment Rules: Create or activate a rule that determines how cases are assigned
Email Templates: Create any necessary email templates
Auto-response rules: create or activate rules to send targeted email responses
Web-to-case: enable web to case
Apply the same rules of web-to-lead for web-to-case

a location where case records can be routed to await processing by a support agent; takes into consideration type of support requested, product family, customer, and service level agreement
Case Queue

automatically routes cases that are in the queues to appropriate support users
Case assignment rule

order, criteria and actions to follow
Assignment rules define

(RULES+ACTIONS) sets workflow actions into motions when certain conditions are met. Actions can take place immediately or on a specific date according to a trigger.

Evaluation criteria>Trigger Criteria>Action

Case Status=”New” + Comments are added to the case = Field update and outbound message

Your Name>Setup>Create>Workflow&Approvals>Workflow Rules
Workflow rule

automate the process of assigning a case to the right agent
Case assignment rules and case queues

Create a new case. 2 . Create a workflow rule. 3. Specify the rule criteria. 4. Add the workflow action. 5. Activate the workflow rule.
Five steps to follow in creating a workflow rule
create multiple assignment rules as needed, but activate only one at a time
verify your support settings to specify the default case owner and the automated case user
remember that assignment, escalation, workflow, and auto-response rules are triggered with email-to-case
Automating support best practices

caller ID, account info, contact info. instead of seeing this info on the phone, it populates in a side bar within Softphone interface
Telephony call routing

a customizable call-control tool that appears in the footer of the Service Cloud console or in the sidebar of every Salesforce page
Salesforce Softphone

*recieve a screen pop-up on incoming calls
*use integrated call control features
*click to dial for outbound calling
*view automatic call logging notes and times
What can support agents do using Salesforce Softphone?

Customize SoftPhone layouts for inbound, outbound, and internal calls
Define which record pops for an inbound call
Assign SoftPhone layouts to users
Add phone numbers to call center directories
What can administrators do using Salesforce Softphone?

Fewer clicks
Less Scrolling
Multiple related records on one screen
Maintain context
Limit switching between pages
Consists of navigation, tabs, sub tabs, highlights panel, interaction log, SoftPhone link,
The SoftPhone pop-up is accessed via a footer instead of a side bar
It is accessed through its own application
Telephony reports are accessed from the phone system; not the Service Cloud
What is the Service Cloud Console?

Create a Service Clouds console app
Customize the highlights panel for objects
Create an interaction log layout
Assign users to the Service Cloud User feature license
How to manage Service Cloud Console

Setup>Create>Apps>New>Service Cloud Console>Add objects to include as tabs>choose subtabs>Setup profiles and permissions
How to set up Service Cloud Console

Salesforce CRM Call Center configuration allows Salesforce to communicate with CTA
Use the Salesforce SoftPhone to provide agents context and improve efficiency
Developers can extend the Service Cloud console with an Integration Toolkit
Service Cloud Console Best ptractices

allow users to grant additional access to their cases and related records. embers can be users, contacts, or predefined case teams.
Case Teams

enhances case management by introducing new ways to
Create, review, and update cases
Case feed

Enable chatter
Enable case feed in Support settings
Add “Use Case Feed” to a new or existing permission set
Assign the permission set to users.
In order to set up case feed

Customizable highlights panel
Chatter feed optimized for case management
Easily accessible tools
Articles tool makes it easy to search for help artibles
feed filters
List of case followers
Totally customizeable with service cloud console and Salesforce Knowledge
Features of a case feed

Create workflow email alerts for case teams
Configure assignment rules to automatically add case teams to cases
See completed calls and interaction log entries in a case’s feed when using Case Feed with the Service Cloud console
Service Cloud Collaboration best practices

Case History Reports (What is the data history of my case fields?)
Cases and emails (Show me cases that have emails)
Total Open Cases by Agent (Who owns open cases?)
Common Support Reports

Salesforce platform where specialized dashboard templates are available for download
appexchange

Tailor reports to your support managers and agents.
Integrate surveys into Salesforce to measure customer satisfaction.
Create custom reports based on survey data.
Analyzing Support Data

Creates a special type of parent-child relationship between this object (the child, or “detail”) and another object (the parent, or “master”) where:
*The relationship field is required on all detail records.
*The ownership and sharing of a detail record are determined by the master record.
*When a user deletes the master record, all detail records are deleted.
*You can create rollup summary fields on the master record to summarize the detail records.

The relationship field allows users to click on a lookup icon to select a value from a popup list. The master object is the source of the values in the list.
Master-Detail Relationship Field Data Type

Creates a relationship that links this object to another object. The relationship field allows users to click on a lookup icon to select a value from a popup list. The other object is the source of the values in the list.
Lookup Relationship Field Data Type

A system-generated sequence number that uses a display format you define. The number is automatically incremented for each new record.
Auto Number Field Data Type

A read-only field that displays the sum, minimum, or maximum value of a field in a related list or the record count of all records listed in a related list.
Roll-Up Summary Field Data Type

Creates a relationship that links this object to an external object whose data is stored in an external data source.
External Lookup Relationship Field Data Type

Allows users to select a True (checked) or False (unchecked) value.
Checkbox Field Data Type

Allows users to enter an email address, which is validated to ensure proper format. If this field is specified for a contact or lead, users can choose the address when clicking Send an Email. Note that custom email addresses cannot be used for mass emails.
Email Field Data Type

Allows users to define locations. Includes latitude and longitude components, and can be used to calculate distance.
Geolocation Field Data Type

Allows users to enter any number. Leading zeros are removed.
Number Field Data Type

Allows users to enter a percentage number, for example, ’10’ and automatically adds the percent sign to the number.
Percent Field Data Type

Allows users to enter any phone number. Automatically formats it as a phone number.
Phone Field Data Type

Allows users to select a value from a list you define.
Picklist Field Data Type

Allows users to select multiple values from a list you define.
Picklist (Multi-Select) Field Data Type

Allows users to enter any combination of letters and numbers.
Text Field Data Type

Allows users to enter up to 255 characters on separate lines.
Text Area Field Data Type

Allows users to enter up to 131,072 characters on separate lines.
Text Area (Long) Field Data Type

Allows users to enter formatted text, add images and links. Up to 131,072 characters on separate lines.
Text Areat (Rich) Field Data Type

Allows users to enter any combination of letters and numbers and store them in encrypted form.
Text (Encrypted) Field Data Type

Allows users to enter any valid website address. When users click on the field, the URL will open in a separate browser window.
URL Field Data Type

On this page you can create, view, and manage users.

In addition, download SalesforceA to view and edit user details, reset passwords, and perform other administrative tasks from your mobile devices: iOS | Android
*View: Edit | Create New View
Setup>Administer>Manage Users>Users

Salesforce Adoption Manager guides users with customized suggestions based on how they use Salesforce and the Salesforce1 mobile app. Help your users succeed with tips on actions they can take to accomplish more—faster.

Must be enabled before available for use.
Setup>Administer>Manage Users>Adoption Manager

With customized tips and feedback, this program is designed to help you and your users get more out of Salesforce. This program is about making your users more effective with Salesforce.
For example, here are some amazing results from our customers when effectively using the Salesforce1 mobile app:

40% increase in employee satisfaction
29% faster time to find information
26% increase in sales productivity
What kind of results can be expected from the Salesforce Adoption Manager?

it will start with a personalized invite to users to download the Salesforce1 mobile app. All emails are optimized for desktop and mobile devices. Users not on mobile devices will have the option to text a download link to themselves.

After users have downloaded the app, they will receive emails based on their actual usage of the app. These emails will suggest top actions to take and keep track of actions already taken. The goal is to get users up to speed with the Salesforce1 mobile app so your company can start realizing more benefits from the product.

In the future, we will expand this program to help users become more effective with all Salesforce products.
What happens after Salesforce Adoption Manger is activated for users?

your users will receive messages and notifications from this program based on their usage of the app.
When Salesforce Adoption Manager is enabled, what will user data be used for?

Yes. You can simply go to Setup in the full Salesforce site, click Manage Users | Adoption Manager and deselect Enable Salesforce Adoption Manager. Your users will also have the option to opt out using the footer in all communications that come from the program.
Can users choose to opt out of the Salesforce Adoption Manager once they choose to participate?

Initially, Salesforce Adoption Manager will only include emails. We plan to add app notifications in later releases so users can get the tips they need immediately while using the app.
Will users get any messages or notifications in addition to emails associated with Salesforce Adoption Manger?

4 step process

Specify the recipients to include
Select an email template. (To create a new template, you must exit the mass email process and create the new template in your personal setup section.)
Review and confirm processing and delivery options (BCC me on one message, Use my signature, Mass Email Name, Deliver Now, Schedule delivery)
Send
Setup>Administer>Mass Email Users

Set up your Role Hierarchy to control how your organization reports on and accesses data.
Setup>Administer>Roles

On this page you can create, view, and manage permission sets.

In addition, you can use the SalesforceA mobile app to assign permission sets to a user. Download SalesforceA from the App Store or Google Play: iOS | Android
Setup>Administer>Permission Sets

No: you must first create a Lookup relationship, populate the lookup field with data in all records, and then change the relationship type to Master-Detail.
Can you create a new Master-Detail relationship on an existing custom object if records already exist?

Tasks—Assign a new task to a user, role, or record owner.
Email Alerts—Send an email to one or more recipients you specify.
Field Updates—Update the value of a field on a record.
Outbound Messages—Send a secure, configurable API message (in XML format) to a designated listener.
What types of actions does workflow automate based on your organization’s processes?

CRITERIA that cause the workflow rule to run.
IMMEDICATE ACTIONS that execute when a record matches the criteria. For example, Salesforce can automatically send an email that notifies the account team when a new high-value opportunity is created.
TIME-DEPENDENT ACTIONS that queue when a record matches the criteria, and execute according to time triggers. For example, Salesforce can automatically send an email reminder to the account team if a high-value opportunity is still open ten days before the close date.
What does each workflow rule consists of?

sources;
https://www.gcu.edu/
https://yaveni.com/
https://www.rasmussen.edu/
https://www.chamberlain.edu/
https://smartu.smartsheet.com/page/smartsheet-certified
https://www.healthstream.com/HLCHelp/Administrator/Reports/Education_Reports/Test_Question_Analysis_Report.htm
https://trailhead.salesforce.com/en/credentials/administrator

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