1.

Unit- 1 OVERVIEW:
Sales, service and support, marketing.
Accounts- organizations that you need to track such as customers, have related
contacts, opportunities, cases
Contacts- individuals related with accounts. Have related cases.
Opportunities- potential sales deal associated with accounts. Open opportunities
make sales pipeline and used in forecasting. Associated with contacts.
Cases-customer feedback, problems, issue. Associated with accounts and
contacts, used to resolve queries.
Solutions- description of customer issues and their resolutions, associated with
cases.
Campaigns- marketing projects used to plan, manage and track in salesforce.
Have related leads and contacts known as campaign members. Have related
opportunities.
Leads- individuals interested in your products or services. Associated with
campaigns. Can be converted to accounts, contacts and opportunities after they
qualify,
On Home page - Peoples posts, Dashboard, tasks, calendar events
Company Profile1. Company info (name n address, primary contact, default currency, default
locale, storage used, licenses available
2. Financial- fiscal years, currencies
3. Support- business hrs, holidays
Holidays are dates and times when business hours are suspended. Business
hrs. are days and hours when the support team is unavailable.

2. UNIT- 2 Getting Your Organization Ready for Users:

Locale settings determine the display of data based on an organizations
geographical location. It comprises 3 settings:
1. Locale- determines how dates, times, numbers and names are
displayed
2. Language- determines how data appears in UI, help n training
3. Time zone- determines what time zone is used in events and date/time
fields.
User licenses- Salesforce, chatter, chatter external.
Feature licenses- that provide additional features to users like Knowledge,
service console etc.

Setup > company profile > manage currencies > Edit rates
Once, Advanced currency management is enabled on Manage currencies,
Manage Dated exchange rates button becomes visible. Click on New dated
exchange rate then enter a Start Date.
Closed date of opportunity is used to calculate the converted amount.
The UI settings are global settings that can be configured to determine how all
users use and interact with SF.
Sidebar settings- show quick create, hover details, collapsible sidebar (for laptop
users to give them more space to view data)
Record detail page settings: collapsible sections, hover details, related list hover
details, inline editing (not available for system info).

List view settings- inline editing, enhanced views (users can switch b/w the
traditional list views and chatter view, select n edit multiple records at the same
time, control no. of records per page, navigate more easily b/w pages), printable
list views.
Tracking tasks and events- Tasks are to-do items and events calendar entries.
Open activities related list tracks yet to complete tasks n events and Activity
history related list tracks completed tasks n events.
Calendar setting: Customize > UI enable home page hover link for events, drag
n drop on calendar views, click n create on calendar views, drag n drop
scheduling on list views, enable hover on my tasks

Activity > Activities settings- multi-user calendar view, multi day events, email
meetings with company logo, show Requested meetings, allow users to add
multiple contacts to tasks n events

Advantages of list views:

1.
2.
3.
4.
5.
6.

Save list views for future use.

Specify which columns/fields will be visible
Which groups of users can see the list views
Printable views
Records can be edited in list views
Follow records and see related chatter posts.
Chatter is a salesforce collaboration application that enables social
networking within the organization. It can be administered for either all or
certain groups of users in the organization.
Allows group archiving, email settings, Rich link previews can be added in
feed to view videos in the Post. Coworker invitations can be sent out to
non-salesforce and external users to use salesforce. Feed tracking.
After chatter is enabled: Chatter app is added to the App menu, chatter
tab added to all std. apps. Already chatter enabled: accounts, contacts,
cases, leads, users, topics, chatter groups, opportunities, feed tracking
possible. It enables to chat securely without using any external chat agent,
People I follow and my favorites section. Chat settings button the
window tracks last 72 hours of chat history. Can be disabled by Chatter >
Chat settings.

Chatter groups: Users can create groups. Chatter external ,-not enabled
automatically.
Are of 2 types. Public and Private.
Public- only group members can post but anyone can see the posts n join the
group
Private- only group members can create and view posts.
Each group can have one owner but multiple managers (can edit, delete posts,
add/remove members and edit chat settings).

Salesforce 1 app enables users to access SF data on-the-go on their mobile

devices.
Salesforce 1 users can:
1.
2.
3.
4.
5.
6.
7.

view , create and update records

View chatter feeds
View dashboards
View events
Use customizations
Access salesforce files
Access Salesforce communities

Available on iOS 7 or later and Android 4.1 or later.

Administer it through manage apps > Connected apps- for authentication and
which users can use the app.

3. Unit-3 Setting Up and Managing Users:

Profile- A collection of settings and permissions that determines what
users can see in the UI and what they can do.
Settings- what users can see- Tabs, apps, record types, page layouts,
fields.
Permissions- what users can do- administrative (customize apps), general
user (mass email, run reports), standard objects, custom objects.
Profile permissions- CRED
Object permissions- like vehicle permissions, they tell us which type of
objects can be accessed not which specific records.
Tab settings help define which tabs can be seen when a user logs in.
Tab hidden-tab is hidden, users cant display it back
Default on- any user can choose to not display it
Default off- any user can choose to display it
Allows users to log into Chatter only
Chatter free license- can make posts, view comments, upload and view
files, can join private groups. Cant see SF data.
Standard profiles:
1. Chatter free user profile-access all standard chatter people, profiles,
groups and files. No SF administrative access.
2. Chatter moderator user profile- same access as above,
activate/deactivate other chatter free and chatter moderator users,
grant/revoke moderator privileges, delete posts they can see
Chatter external license can see the groups they belong to, see profiles
of members of that group, share files with them. They cant post to
profiles, cant follow and cant be followed
1. Chatter external user profile- can only access groups that they r invited
to and interact with members from that group. Are mostly customers.
UI permissions for profiles:
Enhanced Profile list views
Enhanced Profile UI.

Coworker invitations- Chatter settings: Chatter free license to invited user.

Customer invitations- Chatter settings: Chatter external license assigned.
Users have upto 30 days to accept the invite.

A user is someone who has login access to SF, has a license and a user record
that consists of personal (name, alias, email, title, phone address), security and
access (username, license, role, profile, login history), Locale (locale, time zone,
language, currency)
Password can be changed 5 times in a period of 24 hrs.
Salesforce A is a salesforce mobile app for Administrators. Can perform
User management tasks like:
Freeze a user, deactivate, unlock, reset password, edit user info, switch
b/w accounts in multiple orgs, view system status, and assign permission
sets.
Compatible on iOS 6 or later, Android 4.2 or later.

4. Unit-4 Security and data access:

Organization (Login hrs, IP Ranges)Object (CRED)Record (OWD, Role
hierarchy, sharing rules, manual sharing and teams) Field (FLS,
When a user tries to login, a cookie is placed in their browser, (if user has
logged in before from that machine or IP)logged in, (if not) email me a
verification code.
Session management can be used to end any suspicious login.
Enter IP ranges to avoid activation each time.
Permission sets allow admins to grant additional permissions to users.
Admins can create up to 1000 permission sets per org and assign multiple
permission sets to users.
Permission set can be used to assign additional permissions, not deny
them, Profile + perm set 1+ perm set 2= user permission. Can be
provided through permission set page or through user page.
Data access models:
Public-all data
Private-only what they own
Hybrid- what they own +records owned by others related to their job
functions
Account case, contact
Opportunity
OWD:
Used to restrict access data to users.
Record access cant be more restrictive than OWD.
Private, Public Read only, Public read/write, Public read/write/transfer (available
only for case, lead ).
Role hierarchy: vertical access

Assign users to a specific role in the tree.

Sharing rules give additional access to specified groups of users. 1. Which
records to share? 2. With which group to share? 3. Level of access? Lateral
access
7 sharing rules:
1.
2.
3.
4.
5.
6.
7.

Account
Contact- cannot use if Territory management or B2I enabled orgs
Case
Opportunity
Lead
Campaign
User-available for orgs that have enabled user sharing

Text and text area fields are sensitive in sharing rules.

Account teams- share roles with the sales team, used for account management.
Opportunity team selling- sales team.
Enable teams update team roles default teams
Manual sharing
Personal and Public calendars.
Field access- FLS

5. Unit-5 Customization: fields

Standard fields are:
1. Predefined in Salesforce
2. Cant be deleted
3. Limited customization
4. Can be removed/hidden from Page Layout through Field level security
Std. fields customizations:
1. Adding help text
2. Edit picklist values of std. picklist fields
3. Edit auto-number format
4. Edit lookup filters
5. Setting field history tracking
Can create up to 25 long text area custom fields.
Data loss can occur when changing the data type of a custom field.
It also deletes list views and assignment, escalation rules
Deleted fields and data are stored in the system for 15 days before they r
permanently lost.
They r counted in the fields in the org till they r permanently deleted or
exceed the 15 day limit.
Picklists are pre-defined lists.
1. Speeds up data entry
2. Maintains data quality by allowing permissible values only

3. Facilitates searching, filtering and reporting

Controlling and dependent picklists:
Type
Std. picklist
Custom picklist
Custom multi select
picklist
Std. checkbox
Custom checkbox

Controlling picklist
Y
Y
N

Dependent picklist
N
Y
Y

Y
Y

N
N

Enhanced lookups give users the ability to filter, sort and page through
results as well as customize columns.
Lookup filters can reference:
1.
2.
3.
4.

Other fields of the same object

Fields of the target object
Fields of the objects directly related to the target object
Fields on the users record, profile or role
Can be required and optional.
Dependent lookups can be created so that 1 field becomes controlling and
other dependent, if criteria is not satisfied error msg displayed.
Custom formula fields:
1. Can be used to build business specific calculations that reference other
fields to return numeric, text, date or checkbox fields.
2. Are read only fields
3. Can reference other std, custom, or other formula fields
4. Are not visible on edit pages
5. Supported on Std. and custom objects
6. Cant reference other encrypted, description, custom long text area
fields

Cross- object formula fields to reference fields from parent objects. Up to 10

parent levels.
Region/Zone.
Record types can be used to assign different picklist values and page layouts and
assign these record types to specific profiles. Can be assigned through
permission sets also. Used to implement different business processes by
associating them to different page layouts.
Business processes:
They are milestones that define the lifecycle of a record from the time it is new
until it is done.
Tracks lifecycle.4 processes:
Sales (opportunities), Support (cases), Solution (solution), Lead (lead).
Must create 1 BP before creating record types.

BP: 1. Update master picklist, 2. Create business process, 3. Associate BP to

record types, 4. Record type to profile

Data Validation: Ensures data integrity to meet rule requirements before data is
saved. System, custom data validation rules.
System validation is used to make a field required or unique. Custom validation
can be used to ensure data validation in one or more fields. Consists of data
evaluation criterion, error message

6. Unit-6 Managing Data

Salesforce provides wizards to import data for contacts, accounts,

solutions, custom objects.
Data can be imported from ACT, Outlook and Excel final doc has to be .csv
Supported browsers: Chrome v 29 and later, Firefox v 23 and later, IE v 9
and later, apple, safari v 5 and later.

Data validation

Currency

Owner

Required fields

picklist

Data import
wizard
Data imported
must satisfy
validation rules
otherwise
import will fail
for that 1 record
Unmapped
currency field
throws an error
If blank,
importing user
becomes owner
No import if
theres an
unmapped red.
field
Picklist values in
salesforce must
be present in
import file

Other wizards

If blank makes
maps corporate
currency

The unmapped
reqd. field is not
imported

Record ID can be obtained by the following 3 ways:

1. url
2. run a report
3. export file through data loader
The force.com data loader is an application for the bulk import or export of
data.
Functions: Insert, update, upsert, delete, export, export all.

The data loader uses an API that defines the rules to access salesforce from
external applications. As it is a client application salesforce credentials can be
used. Security token reqd.
Import wizard- can import fewer than 50k records, prevents duplicates, can
choose whether or not to disable workflow rules and triggers, validation rules.
Data Loader- imports 5 million records, schedule imports, load all objects,
save mappings for later use, export or delete data.
Data.com:
Is a dynamic n complete database of records for contacts n company records
within salesforce. Add n update data.
Premium prospector, corporate prospector can add new accounts, contacts,
leads to salesforce
Data.com Clean offers automated cleaning of records. For every user to clean
accounts, contacts and leads.
Searching record detail is free, adding and exporting it requires data.com
license.
Add get contacts button to the page layout of accounts to know if they came
from data.com
Mass transfer records under data management. Select transfer from, transfer
to, filter for accounts.
Deactivating user:
1. Maintains integrity of historic data
2. Will disallow from logging into salesforce
3. Frees up sf license.
Regular data backup:
1. Reports (run report > Schedule future runs)
2. Data loader
3. Data export service (weekly backup, schedule export-sends .csv file in a
zipped format, SF deletes data after 48 hrs. whether downloaded or not.)
Mass delete records:
Archive before mass deleting to help restore imp. Data, permanent delete will
not store records in recycle bin up to 15 days.
All Recycle bin only available to users with Modify all data permission.

7. Unit-7 Reports and Dashboards

Reports1. Tabular
2. Summary
3. Matrix

Standard (built in reports, can be customized, must be renamed)

Custom reports- through Report Builder.
Access to reports controlled through folders.
Access to folders cant role up in the role hierarchy.
Report builder consists of 3 panes- Fields, filters and preview (250 records).
Enable report builder upgrade, enables scatter charts, and cant be disabled after
turned on.
1. Tabular-simple list of records (no subtotals or groupings)
2. Summary- sorted by, grouped by, shows sub totals (Group by this field,
summarize by this field)
3. Matrix-summarized data in a grid, provides totals for both rows and
columns.
Floating report headers- freezes report headers in tabular, in summary
clicking downward arrow for second time freezes grouped by info, down
arrow third time to freeze summarized values/sub totals.
Report filtersCan add up to 20 report filters, can add report filter logic.
Dynamic date ranges can be added (last 3 quarters, next 5 days, not case
sensitive)
Custom summary formula:
1. Can be added to summary and matrix reports
2. Can add up to 5 per report.
3. Cannot reference other summary fields
4. Can reference other formula fields
5. Only display on summary rows and not on individual records (rows).
Conditional highlighting- 3 ranges
Add charts- visually present data.
5 different chart types.
Single groupings:
1. Bar charts- Vertical more groups, horizontal-fewer groups
2. Line charts- display changes over time
3. Pie/Donut- share from total, Donut displays grand total in the center.
4. Funnel- compare summarized values
5. Scatter- correlation between two values in a grouping
Multiple grouping:
1.
2.
3.
4.

Side by side bar

Stacked bar
Stacked to 100%
Grouped Line

Printing, exporting report- can be done after running a report.

To schedule and email reports, user must specify :
1. A running user
2. Frequency
3. Start and end dates

It is sent through mail in HTML format, with a link to the report.

Dashboards:
1.
2.
3.
4.
5.
6.

Visual representation of key business process

Contains data from custom source reports
Up to 20 components can be added
Can schedule refresh and can be emailed
Data visible according to running user
VF pages can be used to display some data
Components:
1. Tables
2. Charts
3. Gauges-progress towards a goal
4. Metrics- single data value that originates from grand total of a report,
can utilize conditional highlighting.

Snapshots- are dashboard components that can be posted to user or group

feeds.
Running user-users can view data what a running user can see, but when
individual components are clicked on, they see what is visible to them.
Dynamic dashboards- allow users to view it run as log-in user.
10 filter options for dashboard filter.
Users can add 3 filters each, scheduled or emailing filtered dashboard, recipients
receive unfiltered dashboard, Filter cant be added to dashboards with VF and Scontrol components.
Dashboard builder:
1.
2.
3.
4.

Drag and drop component (bar, chart, gauge, metrics)

Select data source (custom source report)
Dashboard properties like Title etc.
Running user and access
Bucket fields (categorizes groups- text, numeric, picklist , cross reports
(exception report, WITH or WITHOUT), joined reports (multiple reports on
same report, reports exist in blocks)

8. Unit -8 Automation:

Time- based WF does not support mins and secs, only days and hrs.
Web-to-lead- can generate 500 new leads per day
Web-to-case- can generate 5000 new cases per day
Preparing web-to-case or web-to-lead form:
Create custom fields create queuescreate email templatecreate
assignment rules (only 1 can be active at a time, each can hv no. of
criteria)create auto-response rules (only 1 can be active at a time, each
can hv no. of criteria)create web form
Leads can be converted to accounts, contacts and opportunities.

Web-to-case form has more templates than web-to-lead

If a lead does not meet any of the criteria based on the assignment rule, it
is assigned to the default lead owner.
Workflow rules are evaluated when a record is created or updated and
before it is saved.
Exceptions for mapping:
Lead- account/contact/opportunity
Picklist text
Text, text area- long text
Auto-number- text, text area, picklist
Order of evaluation- Validation assignmentautoresponseworkflowescalation.
Incase workflow rules are used to change case ownership, escalation rules
are evaluated before assignment rules.

Extra:
1. Web tabs - Build web tabs so that your users can use your web
applications or other websites from within the application.
Tab type: URL or custom S-control
Tab label (tab name)
Tab style
Content frame height (in pixels)
Splash page
2. Delegated admin- Use delegated administration to assign limited
administrative privileges to users in your organization who arent
administrators.
Delegated administrators can:
Create and edit users in specified roles and all subordinate roles, including
resetting passwords, setting quotas, creating default opportunity teams,
and creating personal groups for those users
Unlock users
Assign users to specified profiles and permission sets
Log in as users who have granted login access to their administrator
Manage custom objects
Related list- user administration, profiles, permission sets, custom object
administration.
3. Junction object-link
One Object can have only two Master-Detail relationships.
If we delete record A (First Master detail relationship is always primary)
then child record c will be deleted.
If we delete record B then in this case also child record C will be
deleted.
If we delete record c then only C will be deleted, master record will not
be deleted.

If child C has two Master record A and B, Where A is primary relation

then Child record C will inherit the look and feel of Parent object A.
4. Roll- up summary- You can create roll-up summary fields that
automatically display a value on a master record based on the values
of records in a detail record. These detail records must be directly
related to the master through a master-detail relationship. For
example, a custom account field called Total Invoice Amount displays
the sum of invoice amounts for all related invoice custom object
records in the Invoices related list on an account. You can perform
different types of calculations with your roll-up summary fields. You can
count the number of detail records related to a master record, or
calculate the sum, minimum value, or maximum value of a field in the
detail records. Max. of 10 per object allowed.
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.
5.
6.
7.
8.
9.

Managed / unmanaged package- in sfdc folder

Campaign-link
Approval- already know from miCoach project
Knowledge- already know from project
Content- guide
A content pack is a collection of related documents or files that are
stored as a group in Salesforce CRM Content. For example, you may
want to create a content pack with a product list, price quote, and
contract to send to a particular customer. Any file in Salesforce CRM
Content can be added to a content pack, from traditional business
documents such as Microsoft PowerPoint presentations and Adobe
PDF files, to audio files, video files, and Google docs. Using email or
instant messaging, you can distribute the content pack to colleagues in
your organization or leads and contacts outside your organization.
A content delivery allows you to easily convert documents such as
Microsoft PowerPoint and Word files into an optimized web-based
version for easy online viewing. Once you create your delivery, you can
send its encrypted URL to any recipient, such as leads, customers,
partners, and colleagues, and then track how often the content is
viewed or downloaded. In addition to tracking, content deliveries
provide several benefits over sending files as attachments, such as
giving you control over how long the delivery is available to viewers
and whether a viewer can download a file or see it online only. By
default, a content delivery shows the most recent version of the file
being delivered. Content deliveries can be created from the Content
Deliveries related list on most Salesforce objects
10.Portal- link
11.Big deal alert - A Big Deal Alert is an automated email that includes a
snapshot of an opportunity that has reached a given threshold. You can
set your threshold by entering a trigger amount and probability. The
email will be sent when both triggers are met or exceeded.
12.EntitlementMilestone
Milestones are required steps in your support process. They're metrics
that represent service levels to provide to each of your customers.

Examples of milestones include first response and resolution times on

cases. Milestones can display one of the following statuses
on cases:
Entitlement processes are timelines that include all of the steps
(milestones) that your support team must complete to resolve cases.
Each process includes the logic necessary to determine how to enforce
the correct service level for your customers.
13.Forecasting, territoryTerritory management is an account sharing system that grants access
to accounts based on the characteristics of the accounts.
It enables your company to structure your Salesforce data and users
the same way you structure your sales territories. Particularly if your
organization has a private sharing model, you may need to grant users
access to accounts based on criteria such as postal code, industry,
revenue, or a custom field that is relevant to your business. You may
also need to generate forecasts for these diverse categories of
accounts. Territory management solves these business needs and
provides a powerful solution for structuring your users, accounts, and
their associated contacts, opportunities, and cases.
Key benefits of territory management include:
1. The ability to use account criteria to expand a private sharing
model.
2. Support for complex and frequently changed sales organization
structures.
3. Support for transferring users between territories, with the option to
retain opportunities.
4. Multiple forecasts per user, based on territory membership.
5. Territory-based sales reports.
Territory management only affects accounts and the standard objects
that have a master-detail relationship to accounts. For example,
opportunities are included in territory management but leads are not.
A territory is a flexible collection of accounts and users where the users
have at least read access to the accounts, regardless of who owns the
account. By configuring territory settings, users in a territory can be
granted read, read/write, or owner-like access (that is, the ability to
view, edit, transfer, and delete records) to the accounts in that
territory. Both accounts and users can exist in multiple territories. You
can manually add accounts to territories, or you can define account
assignment rules that assign accounts to territories for you.
14.Analytical snapshots- Salesforce Help defines Analytic Snapshots as
allowing you to load data from a Custom Report to a Custom Object on
a regularly scheduled basis. This in turn allows you to create Reports
and Dashboards based on the data in the Custom Object.
Analytic Snapshots are comprised of three things:
I.
A source Report of type Tabular or Summary
II.
A Custom Object with fields matching the columns in the source
Report
III.
An Analytic Snapshot definition, which maps fields and schedules
the snapshot runs

15.Winter 14-