Salesforce.com Functional Training

Overview

History

Salesforce Architecture

Customer Use of Salesforce

Salesforce Editions

Business Objects

Standard Business Objects

Custom Business Objects

Benefits

Salesforce.com: On-Demand Innovation Catalyst

Mainframe Client/Server On-Demand

Mid 20th

Late 20th

21st

Century Platforms Century Platforms Century Platforms

Salesforce Applications & the Force.com Platform

What is Salesforce SFA?

SFA= Sales Force Automation

On-demand Customer Relationship application

What is Salesforce Call Center?

On-demand Customer Services Solutio

What is Salesforce for Google AdWords?

Create ads that display on search engines

Generate leads

Track and analyze results

What is Salesforce Ideas?

Engage All Your Spark Conversations Communities Online Around Ideas

Create Interactive Communities

Add Comments to Ideas

Vote the Best Ideas to the Top

Bubble the Best

Ideas to the Top

What is the Force.com Builder? Point-and-click customization tool

Modify the application to meet your needs - no coding

Build custom Applications

What is the Force.com Platform?

The Force.com platform lets companies customize, integrate and

create enterprise applications as a service and without software.

Administrators can customize the standard applications

provided by salesforce.com or build their own on-demand

applications by grouping standard and custom tabs into new

custom applications

.

Salesforce Editions

What are Standard Business Objects? Provided with out-of-the box Salesforce SFA and Salesforce Service &

Support applications

Capture key, related information which correlates to tables in the database

What are Custom Business Objects?

Using Force.com Builder you can build your own objects

Capture key, related information that applies to your business needs, not

necessarily related to Sales, Marketing or Support processes

Correlate to tables in the database

Org

-Creation

-Login

-Tour

ontained herein is subject to change without notice.

Organization

Administration

Learning Objectives - Organization Admin

At the end of this module, you will be able to

Describe what information is stored on the Company Profile

Explain how to add multi-currencies

Describe Historical Currency Exchange Rates Management

Locate currencies in Salesforce

Company Profile

What is a Company Profile?

Contains core information for your company Language, Locale and Time Zone

Licenses

Storage and Used Space

Fiscal Year

Primary Contact and Address information

Fiscal Year What is a Fiscal Year?

Used for an organizations financial planning

Usually a year in length

Impacts forecasts, quotas and reports

Salesforce allows two types:

Standard Fiscal Year - follows Gregorian Calendar

Custom Fiscal Year - follows a custom structure

Custom Fiscal Year

What is a Custom Fiscal Year?

Flexibly define fiscal year and other time periods

Define once, use everywhere

Pre-defined commonly used financial year structures

Customization

Learning Objectives - Customization At the end of this module, you will be able to

Describe a Profile

Explain what a Profile controls

List the Standard Profiles

Create a custom profile (EE/UE)

Create custom fields

Define the following: Dependent Picklists, Custom Lookup fields and Formula Fields

Learning Objectives - Customization

At the end of this module, you will be able to

Customize page layouts including field customizations

Implement business processes and record types

Articulate how Field Level Security affects page layouts and visibility

Profiles

What is a Profile? A collection of settings and permissions that define how a user accesses records

Determines how users see data and what they can do within the application

A profile can have many users, but a user can have only one profile

Profile Components: Access to Applications

Tab Visibility

Page layouts

Field-Level Security.

Record Types Access

Permissions

Hours and IP addresses

IP User

Address

Login Profile

Hours

Apps

General and

Admin

Permissions

Tabs

Objects

Views

Role Security

Model

Record

Types

Page Picklist

Layout Values

Field Field Level

Level Permission

Security

Records Fields

Profile Components: Page layouts: which page layouts the user sees

Field Level Security: the field-level security access that the user has to view and edit Specific fields

Custom Apps: which standard and custom apps the user can view

Tabs: which tabs the user can view

Record Types: which record types are available to the user

Login: the hours and IP addresses from which the user can log in

Administrative, General and Object Permissions

Types of Profiles

Standard Profiles:

System Administrator

Standard User

Solution Manager

Marketing User

Contract Manager

Read Only

Custom Profiles

Sales Manager, CEO

Tab Settings & Permissions

What are tab settings?

Determines which tabs a user sees when they log in

what are Permissions?

- Determines what users can do to records to which they

have access

AW Computing Scenario - Custom Profile Requirements:

As a result of our Business Process Review, AW Computing Sales Reps need the

correct permissions to perform their day to day functions

Create a custom profile for Sales Reps and modify tab and permission settings as

needed

Exercise - Customization Tab visibility settings should be set as specified in the table below:

Standard Fields What is a Standard Field?

Standard Fields are pre-defined in Salesforce

You cannot delete standard fields but you can remove non-required standard fields from a

page layout

Standard Field customizations include the ability to change standard field

labels and tabs

Custom Fields What is a Custom Field?

Capture information unique to your business process by creating custom

fields with custom field help for each of the tabs that your organization

Recycle Bin for Deleted Custom Fields:

Exercise - Customization Scenario:

XYZ Computing needs to track the region (either US or EMEA) of a lead. This field needs to be seen at the account level once the lead is converted. Create a custom field to achieve this objective

Please create a field to track the type of warranty a customer can purchase. The warranty levels sold are: 1-year, 2-year, and 3-year.

XYZ Computing would also like to track the expiration date of the purchased warranty

Dependent Picklists

What is a dependent picklist?

Dependent fields can help make your data more accurate and consistent by applying

Filters.

A dependent field works in conjunction with a controlling field to filter its values. The value

chosen in the controlling field affects the values available in the dependent field.

Dependent Picklists - Things To Know

Supported field types are as follows: Field Type Controlling Field Dependent Field

Standard Picklist Yes No

Custom Picklist Yes Yes

Custom Multi-Select Picklist No Yes

Standard Checkbox Yes No

Custom Checkbox Yes No

Lookup Fields/Relationships What is a Lookup Field?

A Lookup Field is a field that is populated by looking-up the correct value in another object

The look-up creates a relationship between the field and the object that contains the correct values - links the two objects together

The users click a button and a list of values from the look-up object are displayed.

How does salesforce links two objects Each object has an auto generated Primary Key named Record Id - a 15 digit alphanumeric code.

When you link two objects using lookup or master detail relationship field, parent records record id gets stored in child record as foreign key.

E.g. of record id: 006 9000000AKbJL

object identifier record identifier

43

Custom Formula Fields What is a Custom Formula Field?

Custom fields that can be used to build business-specific calculations using simple

wizards and an Excel-like formula language

Cross-Object Formula Fields

Flexible Calculations - create formulas that

reference fields on parent

or grandparent objects (up

to 5 levels)

Page Layouts

What does a Page Layout control

How detail and edit pages are organized

Page section customizations

Which fields, related lists, and Custom Links a users sees

Field properties - visible, read-only and required

Customizable Related Lists What is a Customizable Related List?

Choose which fields are visible in related lists

XYZ Computing Scenario - Customizable Related Lists Requirements:

AW Computing has conducted business

requirements meetings as part of their

annual process evaluation. As a result of

the sessions they would like to customize the

contact related list on the account

page layout

Add the following fields:

Mobile phone number

Do not call

History Tracking

Track Changes to Standard & Custom Fields

Select up to 20 standard (for selected objects) or custom fields to track View recent changes on the History related list View old and new values for changed fields, in addition to date, time, user and nature of the change. Multi-select picklist and large text fields values are tracked as edited; their old and new values are not recorded. History Reports available for Standard and Custom Objects

that use this feature

XYZ Computing Scenario - History Tracking Accounts

& Contacts

For data quality reasons, XYZ Computing needs to track the changes

on the following fields:

Account Name

Account Owner

Billing Address \

Record Types

What is a Record Type? Allows you to define different sets of picklist values for both standard and custom

picklist fields.

Record Types help you implement your custom business processes

Why use Record Types? To segment picklist values specific to business needs

Examples: segment by division, product line, or region

Easier administration - fewer fields to maintain

Field Level Security

What is Field-Level Security?

Defines users access to view and edit specific fields in the application

Why use Field-Level Security?

Use Field-Level Security (rather than creating multiple page

layouts) to enforce data security

Users view data relevant to their job function

Troubleshooting Tools

Field accessibility views

Setup | Administration Setup | Security Controls | Field Accessibility

XYZ Computing Scenario - FLS Requirements:

To ensure data integrity, each department should only view the data on an

opportunity record relevant to them Payroll Sales Sales Rep

Profile Operations Profile Profile

FIELD LEVEL W H R W H R W H R

ACCESS

Credit Card # X X X

Exp. Month X X X

Exp. Year X X X

Legend Commission X X X W:Read/Write H: Hidden P.O. # X X X R: Read Only

XYZ Computing Scenario - Tying It All Together Example 1

Login

Profile

Tabs

Record Type 1 Record Type 2

Page Layout

Field-Level Security

Permissions

Example 2

Login

Profile

Tabs

Bus. Process / Bus. Process /

Record Type 1 Record Type 2

Page Layout 1 Page Layout 2

Field-Level Security

Permissions

Login Hours & Login IP Ranges

What are Login Hours and Login IP Ranges?

Sets the hours when users with a particular profile can use the system

Sets the IP addresses from which users with a particular profile can log in

Two Options for Restricting Access via IP Ranges

Option 1: Add Trusted IP Ranges for your entire org

Option 2: Add Trusted IP Ranges on a Profile by Profile basis

Option 2 takes precedence over Option 1

Adding and Deleting Trusted IP Ranges

You can enter the Beginning and Ending IP Addresses here. Check with your IT

department or Support team to help locate IP Addresses.

Restricting Login IP Ranges on Profiles (Option 2)

You can set the IP addresses from which users with a particular profile can

log in. This means any login from an undesignated IP address is denied.

Setup | Manage Users | Profiles | Select a profile | Click New in the Login IP Ranges

related list | Enter IP Ranges

Review - Customization

What does a profile control?

When are formula fields recalculated?

Where would you make a field required?

For which objects can you have business processes?

True or False: You can use a custom lookup field to create a relationship between an opportunity and a contact.

Security and Access

Learning Objectives - Security and Access

At the end of this module, you will be able to

Create and maintain user records

Explain the three core building blocks of Security and Access:

Organization Wide Defaults

Role Hierarchy

Sharing

Create Account Teams

Create Sales Teams

Create Folders to organize and provide access to email templates, documents, reports and dashboards

Creating Users

What is a User Record?

Key information about a user

Each has its own unique username

User logs in with username and password

Users can be active or inactive; an active user uses a license

Users are associated with a Profile

Users are usually associated with a Role

XYZ Computing Scenario - User Record Requirements:

XYZ Computing needs to set up a new user:

Conner McCoy

Record Ownership

What is a Record Owner?

The user (or queue for Cases and Leads) who controls or has rights to that particular data

record

An Owner has the following special privileges:

View and edit capabilities

Transfer capability - change ownership

Deletion capabilities

Important assumption: Object permissions enabled

Organization Wide Defaults What are Organization Wide Defaults?

Defines the baseline level of access to data records for all users in the Organization (not including records owned by the user or inherited via role hierarchy)

Used to restrict access to data

Organization Wide Defaults

What do access levels really mean?

No Searching Private

No Reporting

Search records

Read/Write

Report on records

Add related records

Edit details of record

Change ownership of record

Delete record

Read Only

Read/Write/

Transfer

(Lead and

Cases)

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Roles and Role Hierarchy

What is a Role?

Controls the level of visibility that users have to an organization's data

A user may be associated to one role

What is a Role Hierarchy?

Controls data visibility

Controls record roll up - forecasting and reporting

Users inherit the special privileges of data owned by or shared with users below

them in the hierarchy

Not necessarily the companys organization chart

Exercise - Assigning Users to Roles

Objective(s) In this exercise, you will assign users to roles

Scenario

Now that you have created the global role hierarchy for AW Computing, assign each user to a role using the information

Sharing Rules What is a Sharing Rule?

Automated rules that grant access to groups of users

Exceptions to Organization Wide Defaults

Irrelevant for Public Read/Write organizations

Levels of Access that can be granted

Read Only

Read/Write

Types of Sharing Rules

Based on record owner

Based on criteria

Public Groups What is a Public Group?

A grouping of:

Users

Public Groups (nesting)

Roles

Roles and Subordinates

Mixture of any of these elements is used in Sharing Rules - for simplification (when more than a few roles need to be shared to)

Manual Sharing

What is Manual Sharing?

Granting record access, one-off basis

Owner, anyone above owner in role hierarchy and administrator can manually share records

Available on Contacts, Leads, Cases, Accounts and Opportunity records

Like sharing rules, irrelevant for Public Read/Write organizations

Folders What are Folders?

Used for organizing email templates, documents, reports and dashboards

Access is defined - Read or Read/Write

Access is explicit - does NOT roll up through role hierarchy

Review - Security and Access What determines a unique user record?

What do Organization Wide Defaults control?

What does the Role Hierarchy control?

How does a Profile differ from a Role?

Why are Sharing Rules used?

When would you choose to build a Public Group?

Who can manually share records?

Where are Folders used?

Why utilize Account Teams and Sales Teams?

Workflow w

Learning Objectives - Workflow At the end of this module, you will be able to

Define Workflow

List the Workflow Components

Define Time-Dependent Workflow

Set Up a Workflow Rule

What is Workflow? Salesforce Workflow gives you the ability to:

Automate your internal procedures and processes by Automatically creating and sending email alerts

Automatically creating and assigning tasks

Automatically updating field values to either specific values, or based on formulas

Automatically creating and sending outbound API messages

Automatically creating and executing time-dependent actions

Workflow can be used to

Assign follow-up tasks to a support rep when a case is updated

Send sales management an email alert when a sales rep qualifies a large deal

Trigger an outbound API message to an external HR system to initiate the

reimbursement process for an approved expense report.

Workflow Components Workflow consists of the following components:

Workflow Rules - trigger criteria for performing various workflow actions

Workflow Tasks - action that assigns a task to a targeted user

Workflow Email Alerts - action that sends an email to targeted recipients

Workflow Field Updates - action that updates the value of a field automatically

Workflow Outbound Messages - action that sends a secure configurable API message (in XML format) to a designated listener (not covered in this class)

Workflow Rules What is a Workflow Rule?

Defined trigger criteria based on your business requirements

Evaluated when record is created, when created/updated, OR when

created/updated and did not previously meet trigger criteria

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

updates, or outbound messages are generated

Workflow Tasks

What is a Workflow Task?

When a Workflow Rule is met, a Task may be assigned to designated users to follow-up and

respond to the Business Conditions in the Workflow Rule

Workflow Tasks may be assigned to a user, role, record owner, record creator, sales team

role, or account team

Tracked in Activity History and can be reported on

Can be re-used

Tasks can be immediate or time-dependent

Workflow Alerts What is a Workflow Alert?

Workflow Alerts are emails generated by a workflow rule whenever specific Business

Actions trigger the rule

Can send alerts to Users, Roles, Customer in a Contact Field, Email Field on Page

Layout - please see picklist for options

Not tracked in Activity History

Can be re-used

Alerts can be immediate or time-dependent

Workflow Field Updates

What is a Workflow Field Update?

Field updates allow you to automatically change the value of a field to a value you

specify

Depending on the type of field you can:

apply a specific value

make the value blank

calculate a value based on a formula you create

Field updates can be immediate or time-dependent

What is Time-Dependent Workflow? Time-Dependent Workflow gives you the ability to

execute time-sensitive actions before or after any date on the record

perform a series of actions at various points in time

use the Workflow Queue to manage all pending actions

Use Time-Dependent workflow to

send an email reminder to an account team if a high-value opportunity is still

open ten days before the close date

notify the VP of sales if a high value opportunity close date is fast approaching and it has not been closed

pro-actively notify support rep if an open case with Platinum Support SLA has not

been worked for a period of time and take action before the case escalates

Working with Time-Dependent workflow

Time Triggers

are time values relevant to the record and are used to initiate a time-

dependent action

Time-Dependent Actions

are any of the five workflow actions with an associated time-trigger

are queued whenever a rule is triggered

can be reused in additional workflow rules as long as the object is the

same

are removed from the workflow queue if the corresponding record no

longer meets rule trigger criteria.

are dynamically updated in the workflow queue if the corresponding

record field is updated.

Time-Based Workflow Queue

The Time-Based Workflow Queue gives the ability to monitor time-based workflow

Workflow Approvals

Learning Objectives - Workflow Approvals At the end of this module, you will be able to

Describe Salesforce Workflow Approvals Process

Plan an Approval Process using the Approval Process Checklist

List the differences between the Jump Start Wizard and the Standard Approval Process Wizard

Create an Approval Process

Test the Approval Process

What is Approval Processing?

An approval process is an automated Business Process that your organization can use to approve records in Salesforce

An approval process specifies the: Steps necessary for a record to be approved

Who must approve it at each step

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

Automating your Business Processes

Plan - Review the Approval Process Checklist

Create an approval process

Add steps to the approval process

Specify initial submission actions

Specify final approval actions

Specify final rejection actions

First Approval Process:

Approval History Related List - Record Detail Page

Items to Approve Related List - Home Page

Custom Fields

Approval Process Checklist Use the following checklist to plan your approval process:

Prepare an Approval Request Email Determine the Approval Request Sender Determine the Assigned Approver Determine the Delegated Approver Decide if your approval process needs a filter Decide initial submission actions Determine if users can edit records that are awaiting approval Decide if records should be auto-approved or rejected Determine how many levels your process has Determine the actions when an approval request is approved or

rejected

Approval Processing Related Lists

Jump Start Wizard vs. Standard Wizard

The Jump Start wizard creates a one-step approval process for you

in just a few minutes

The Standard Wizard is useful for complex approval processes.

Approval Process - Steps

Other Capabilities - Email Approvals

Enabling Email Approvals

Manage Approval Processing

What if an Approver is

transferred or leaves your

organization?

Parallel Approval Routing Send approval requests to multiple approvers in a

single step

Wait for approval from all the approvers or wait for

approval from any one

Configure an approval step to request approval

from any combination of

multiple users and related

users

Data Validation

Learning Objectives - Data Validation At the end of this module, you will be able to

Define Data Validation

List the Objects and Processes that enforce Data Validation Rules

List the Data Validation Rule design steps

Create Data Validation Rules

Discuss Details of Data Validation processing

Enforce Data Validation on Custom Fields by making fields required or preventing

duplicate values

What is Data Validation? Salesforce data validation gives Administrators an easy way to ensure

the integrity of data BEFORE it is saved in Salesforce

Data Validation features include:

Building Data Validation Rules

Setting the Required and/or Unique Property on Custom Fields

Data Validation Rules

Data Validation Rules contain

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

A user defined error message that displays when the rule returns a value of True

Data Validation Rules execute when

A User Saves a Record

Before records are imported

Using the Force.com Data Loader and the Force.com API

Data Validation solves common Problems Common Data Validation Problems

1 As Opportunities advance to later stages of the sales process, it is important to collect additional information.

Validation rules could be used to make fields conditionally required based on the Opportunity Stage.

2 When Sales Reps back date the Close Date of Opportunities before the current period, it can cause management

reporting to be inaccurate. Validation rules can be used to prevent Sales Reps from entering close dates prior to the

current period.

3 The VP of Sales needs a way to enforce his policy that discounts cannot exceed 20%. Validation rules can be

used to enforce this policy.

4 The VP of Services needs a way to enforce her policy that consultants cannot charge more than 60 hours per

week on timesheets. A validation rule can be used to ensure that the total number of hours recorded does not

exceed 60.

Data Validation Design Methodology Step Description Example

1. State your business requirements in descriptive terms Sales Representatives should not be able to change

an Opportunity Close Date to a day in the past.

2 Break down the description into 1 or more simple The user should not be allowed to save if:

statements describing error conditions - Close Date is < Today

3. Express the error condition as a Boolean statement

using the formula language CloseDate < TODAY()

4. Compose an error message that corresponds to this Close Date cannot be a day in the past.

error condition

Scenario - Validation Rule Setup

Validation Rule Example Rule: Make a field conditionally required based on the Opportunity Stage

Object: Opportunity

Error Condition Formula: AND(

ISPICKVAL(StageName, "Closed Won"),

ISNULL(Project_Start_Date__c)

)

Error Message: Project Start Date is required for Won Opportunities

Error Location: Project Start Date

Notes: When implementing conditional requiredness, use the ISNULL function with numeric & date

fields and use LEN(fieldname)=0 for text fields

Validation Rule Example Rule: Require that an Opportunity has at least 1 opportunity product line in order to close it as Won

Object: Opportunity

Error Condition Formula: AND(

ISPICKVAL(StageName, "Closed Won"),

NOT( HasOpportunityLineItem )

)

Error Message: Opportunity must have lines to be closed

Error Location: Top of page

Notes: This uses the special Opportunity merge field HasOpportunityLineItem which returns true if the

Opportunity has at least 1 opportunity product.

Note that it is not possible to prevent the user from creating an opportunity without products.

Exercise - Data Validation

Objective(s)

In this exercise you will create a Data Validation Rule

Scenario

Create a validation rule where the Next Step Field on the Opportunity Record is

Required based on the Opportunity Stage

When the Opportunity Stage is Closed Won there must be a value in the Next Step Field

Required Property Details

An "universally required" field is a custom field that must have a value whenever a record is saved within Salesforce, the Force.com API, or

automated processes such as Web-to-Lead and Web-to-Case

Property is available for custom fields but not standard fields

Applied at the data model level, rather than at the individual page layout level

In the application UI, required fields will appear with the Required style (vertical red bar in new skin) as usual

Unique Property Details

A unique field is a custom field that does not allow duplicate values whenever a record is saved within Salesforce, the Force.com API, or automated processes such as Web-to-Lead and Web-to-Case

Property is available for custom fields but not standard fields (yet)

If you enable the Unique property for an existing field, saving the field definition will attempt to create a unique index on the field. If existing data violates the unique constraint, you will get an error and the unique property will not be applied

For Text & Text Area custom fields, you can specify case sensitivity options with the Unique property

Example: whether to treat "ABC" and "abc" as duplicate or distinct values

Required & Unique Properties - Setup

Review - Data Validation When are Data Validation Rules enforced?

Data Validation Rules are executed for a field or for a record?

All fields Standard and Custom in Salesforce may be set as unique or required using the Property feature (True/False)?

Data Utilities

Learning Objectives - Data Utilities At the end of this module, you will be able to

Import new Account and Contact, Leads, Solutions and Custom Object data

Update existing data via import

Import new data and update existing data simultaneously

Request and download a weekly export

Define storage utilization

Data Migration Tools Via Application

Import Wizards

Accounts Contacts Leads Solutions Custom Objects

Internet

AppExchange Web

Services API

AppExchange API

Appexchange Data Loader Partner Tools Custom-built Tools Open Source Tools

.

Import Wizard, CSV File & Records

What is the Import Wizard? An easy-to-use multi-step wizard for importing new Accounts, Contacts, Leads, Custom Objects or Solutions

Can be used for Account, Contact, Lead, Custom Objects or Solutions updates based on matching ID Contact and Leads may be updated based on matching email address Custom Objects or Solutions may be updated based on Custom Object names, Solutions titles, Salesforce ID or external ID What is a CSV file? File type required when using the Import Wizard Values are separated by commas and each row indicates a record of data

External ID

What is External ID? Flag on any custom field of type Text, Number or Email Available on all objects that support custom fields Why is it important?

Increases Report and API SOQL performance

Allows customers to use the record ID from an external system like the salesforce ID in Import and the API (new Upsert call)

Import supports External ID field that can be used to load and/or synchronize

data sourced in external systems

Customer System of Record master exists in SAP with an SAP customer number. The

External ID field may be used to maintain the SAP number

Migrating large amounts of data, the External ID field may be used to track migration data

and run data validation tests before going live

External ID

Customer System of

Record: Oracle Financials

Oracle Customer Number: 111111 Oracle

Customer Name: CNET Networks Oracle

Industry: Technology

Oracle Customer Number: 111111 Oracle

Customer Name: CNET Networks Oracle

Industry: Bio Technology

Oracle Customer Number: 111112

Oracle Customer Name: Acme

Oracle Customer Manufacturing

Oracle Customer Number: 111113

Oracle Customer Name: Acme LLC

Oracle Customer Manufacturing

Insert

Update

Insert

Insert

Salesforce.com

Account ID: 0013000000CrQGi

Account Name: CNET Networks

*Custom Oracle Customer Number Field: 111111

Industry: Technology Account ID: 0013000000CrQGi

Account Name: CNET Networks

*Custom Oracle Customer Number Field: 111111

Industry: Bio Technology Account ID:

0013000000CrQHA Account Name: Acme *Custom Oracle Customer Number Field: 111112

Industry: Manufacturing Account ID: 0013000000CrAA0

Account Name: Acme LLC

*Custom Oracle Customer Number Field: 111113

Industry: Manufacturing .

Importing - Things to Know External ID

Case INSENSITIVE

Three ID fields per object

Custom fields only

Import Wizard

Only imports data. Object and fields must be created first.

Only available for System Administrators

Must load parent objects first if lookup fields are included

Loading for multiple record types requires file chunking

Force.com Data Loader

Force.com Data Loader is an application for the bulk import or export of data. Use it to insert, update, delete, or extract, or upsert Salesforce records. Force.com Data Loader can move data into or out of any salesforce.com object.

Force.com Data Loader - Features

An easy-to-use wizard interface

An alternate command line interface

A batch mode interface with database connectivity

Support for large files with up to millions of rows

Drag-and-drop field mapping

Support for all objects, including custom objects

Detailed success and error log files in CSV format

A built-in CSV file viewer

Platform independence, by virtue of being written in Java

Force.com Data Loader - Things to Know Use the Data Loader when:

You need to load 50,000 or more records. You need to load into an object that is not yet supported by web- based importing. You want to be able to save multiple mapping files for later use. You want to export your data for backup purposes. Use web-based importing when: You are loading fewer than 50,000 records. The object you need to import is supported by the web-based import wizards.

API Demonstration There are specific steps required to activate a new computer for API clients, for

example the Data Loader.

User attempts to login from an

unrecognized location

API Demonstration You will receive a message with instructions for connecting to Salesforce via

the API.

API Demonstration

Navigate to Setup | My Personal Information | Reset Security Token

When you click the Reset Security Token button a new security token will be

sent to the email address associated with the account.

The email will contain instructions on how to activate the computer by selecting

and copying the security token. Select and copy

the token

API Demonstration Enter your password and paste the generated token immediately following your

password into the same field. Click Log in

Scenario - Export using the Data Loader

Recycle Bin

What is the Recycle Bin?

Houses deleted data for approximately 30 days

Data can be recovered during this time period Not

counted against storage limits

Organization Storage Each Edition includes a minimum amount of data storage and file storage. Professional, Enterprise, and Unlimited Editions receive additional storage on a per-user basis

File Storage = Attachments, Documents, Salesforce Content Objects

Data Storage = All other records

Review - Data Utilities Who can import data for all users?

What objects may be imported or updated using the Import Wizard?

How does the Import Wizard perform matching when updating records?

When is it appropriate to use the Import wizard versus Data Loader?

Anayltics

Learning Objectives At the end of this module, you will be able to

Run a standard report

Create a custom report

Search for custom reports

Explain the differences among Report Types

Explain Custom Report Types

Create charts to display report results

Use Advanced Filter criteria to narrow report results

Create Custom Summary Formulas

Choose settings for Conditional Highlighting

Discuss printing and exporting reports

Create a dashboard and add components to the dashboard

Standard Reports & Report Wizard

What is a Standard report?

Out-of-the-box reports, e.g., Account and Contact Reports

May be used as a starting point for Custom Reports

May not be deleted or removed (folder can be hidden)

What is the Report Wizard?

An easy-to-use, multi-step wizard used to create a custom report

Number of wizard steps depends on Report Type selected

Custom Report

What is a Custom report?

Created with your specific criteria

May be saved in the My Personal Custom Reports folder, the Unfiled Public Reports folder or any other custom folder

May be edited or deleted

Can be searched for in Custom Report search

Tabular Report What is a Tabular Report?

Provides a simple listing of your data without subtotals

Examples: Contact mailing list report

Summary Report

What is a Summary Report?

Provides a listing of data, like a Tabular Report, plus sorting and

subtotaling of data

Example: Report showing all opportunities for current FQ, grouped by

Stage

Matrix Report

What is a Matrix Report?

Summarizes data in a grid against horizontal and vertical criteria

Use this report type for comparing related totals

Similar to a pivot table in Excel

Example: Report showing all opportunities for your team for current FQ, subtotaled by Stage and Owner

Printing and Exporting Report Results

Date Components

What are Date Components?

Used in Reports when selecting groupings

Date values which can be selected in Matrix and Summary reports when

grouping

Examples: Day, Calendar Week, Fiscal Quarter, Calendar Day in Month

Examples Date Component Examples

Week

Month

Fiscal Quarter

Trend Reports and Charts

What are Trend Reports?

Report on opportunity history data by filtering on as of date

Only monthly as of dates - displays the report monthly within the interval selected

Example: Interval = Current FQ will display 10/1/07, 11/1/07, 12/1/07

What are Charts?

Graphical representation of data of a single Summary or Matrix Report

Types: Horizontal Bar, Vertical Bar, Line and Pie

Relative Dates What are Relative Dates?

Used in Views and Reports for filtering

Dynamic date range, based on current date

Examples: This Week, Next Month, Last 90 Days

Custom Report Types

What are Custom Report Types?

Custom report types allow you to build a framework in the report

wizard from which users can create and customize reports.

You build custom report types off of the relationships (master-

detail and lookup) between objects so that you can:

Choose which standard and custom objects to display to users creating and customizing

reports

Define the relationships between objects displayed to users creating and customizing reports

Select which objects' fields can be used as columns in reports

Define custom report types to display results from an object with or

without its related objects

See which cases were closed with solutions, and which were not.

Conditional Highlighting & Summary Formulas

What is Conditional Highlighting?

Set thresholds for report analysis

What are Custom Summary

Formulas?

Calculations on summary fields

Reporting - Things to Know Custom Summary Formulas

# of characters limited to 500 per formula

# of calculated values limited to 5 per report

Only apply calculations to summary rows (will not be applied to rows on Show Details)

Conditional Highlighting

3 conditions maximum per report

Only apply to summary rows

Numerical analysis only

First condition is

Scheduling and Emailing Reports

Schedule and email

reports.

Specify a running user

Specify a frequency

Set start and end dates

The resulting email

contains:

Report information

Link to report

Data in HTML with links

back to Salesforce

Dashboards What are Dashboards?

Visual representations of key business information

Show information from multiple reports

Made up of Components

Use Custom Reports as source (Matrix and Summary)

Running User determines the level of access to the Dashboard Data

Refresh can be Scheduled

Email a Dashboard

Review - Analytics What are the differences among the three report types?

Can you delete a Standard report?

What is a Dashboard comprised of?

What is significance of the Running User?

Marketing

Administration

Learning Objectives - Marketing Administration

At the end of this module, you will be able to

Create a Campaign targeting both existing and new Leads

Utilize Integrated Campaign Builder

Build a Lead Queue, Assignment Rule, Web-to-Lead and corresponding Auto- Response Rule

Convert Leads

Measure Campaign results

Campaigns & Campaign Members

What is a Campaign?

Specific marketing program or marketing tactic

Builds awareness and generates leads

What is a Campaign Member?

Lead or contact, who is associated to the Campaign

Individual who has responded to Campaign

Leads & Contacts What is a Lead?

Prospect that you want to market to

Captures business card information

Individual who has expressed interest in your product or service

Assigned ownership either manually or via Assignment Rule

What is a Contact?

Individual who is associated to an Account

Business Object Relationships Are

Generates Convert To Analyzed

With

Converting Leads

Lead Conversion

Lead qualification depends on your business process

Lead information is mapped to the appropriate business object - Account, Contact or

Opportunity

Existing data check

ACME, Inc.

John Smith ACME, Inc. John Smith

QUALIFIED Lead

ACME, Inc. - 500 Units

XYZ Computing Scenario - Campaigns End User - Marketing Manager

Create a campaign for existing leads to receive a free memory upgrade with purchase of a

laptop

Lead Queues & Assignment Rules

What is a Lead Queue?

Virtual storage bin used to group leads based on criteria (e.g., industry, campaign)

Users have visibility into the Lead Queues to which they are members

Leads remain in a Queue until they are assigned or accepted by users

What is a Lead Assignment Rule?

Determines how Leads are automatically routed to User or Queue

Contains Rule Entries, pre-defined business rules, that determine lead routing

Automating Leads

What is a Web-to-Lead?

An online form to capture lead information

Published on your web site

What is an Auto-Response Rule?

Determines which Email Template to send to leads generated via Web-to-Lead

Contains Rule Entries that determine criteria for determining Email Template.

Analyzing Campaign Effectiveness

Standard Reports

Campaign Call Down Report

Campaign Member Analysis Report

Campaign Leads

Campaign Contacts

Campaign Revenue Report

Lead Lifetime

Neglected Leads

Lead Status

Leads by Source

Call Center

Administration

Learning Objectives - Call Center Administration

At the end of this module, you will be able to

Define settings and rules for Case processing

Business hours

Escalation Rules

Cases What is a Case?

A logged issue or problem Similar Cases may be grouped using a Hierarchy

Cases are: Manually entered from a phone call or an email

Automatically create Case from an email (Email-to-Case)

Automatically captured:

Web site (Web-to-Case)

Create a Case functionality in Outlook Edition

May be assigned either manually or automatically via Assignment Rules

Associated to Contacts and Accounts

Account

Contact

Case

Case Hierarchies - Parent Case

Case Queues and Assignment Rules What is a Case Queue?

A virtual storage bin that can be used to group cases based on criteria such as skill requirements, product categories, customer types, or

service levels

Users have visibility into the Case Queues to which they are members

Cases remain in the Queue until they are assigned to or taken by individual users

What is a Case Assignment Rule?

Determines how Cases are automatically routed to User or Queue

Contains Rule Entries, pre-defined business rules, that determine Case routing

Automating Cases

What is Web-to-Case?

A web form that is published to a web site

Customers use to submit inquiries online

What is Email-to-Case?

Automatically create a case when an email is sent to one of your company's email addresses, such as support@awcomputing.com

What are Auto-Response Rules?

Determines which Email Template to send to cases generated via Web-to-Case

Contains Rule Entries that determine criteria for determining Email Template response content

Escalation Rules What is an Escalation Rule?

Automatically escalates an unresolved Case within a certain period of time (age over)

Based on pre-defined business criteria

Business Hours What are Business Hours?

Set the organizations hours of operation

Escalation Rule uses to determine when to escalate a Case

Include business hours in multiple time zones.

Associate cases with specific time zones

Escalate cases according to specific time zones

Multiple Business Hours

Additional Call Center Features Salesforce Console - configured for Service & Support personnel

Call Center Edition - integrates Salesforce with third-party computer-

telephony integration (CTI) systems

CTI adapter program installed on Salesforce users machine

Uses Salesforce Softphone

Call Center Reporting

Salesforce Console

Learning Objectives - Salesforce Console At the end of this module, you will be able to

Define the Salesforce Console

Describe the components of the Console Tab

Setup the Salesforce Console

Navigate within the Salesforce Console

What is the Salesforce Console? The Console is a tab that combines a list view and

related records into one screen with different frames so

that users have the information they need.

Using the Console tab, allows you to find, view, and edit records such as cases, accounts, opportunities and

contacts with fewer clicks and without switching back

and forth between records.

As a System Administrator you create the Page Layouts

used in the Console Tab and assign those Layouts to

Profiles.

Console Set Up Steps:

Step 1 - Create console layouts to define what objects are

available to users in the console's list view frame

Step 2 - Choose the related objects to show in the mini view

Step 3 - Define mini page layouts to customize the fields and

related lists of the objects that display in the console's mini view

Step 4 - Assign Profiles to a console layout to provide users access

to specific objects in the console's list view

Step 5 - Add the Console tab to custom apps so that users can

access the console from specific apps

Step 1: Create Console Layouts

Step 2: Choose Related Objects for Console

Mini View

Step 3: Define Mini Page Layouts

Step 4: Assign Profiles

Step 5: Add the Console Tab

Extending Salesforce

Learning Objectives - Extending Salesforce At the end of this module you will be able to:

Define Custom Objects and Tabs

Discuss sharing on Custom Objects

Define Standard Business Object Relation Type

Define Custom Object Relationship Type

Build a Custom Object

Define Roll-up Summary Fields

Create a Custom Tab

Create a Web Tab

Build Custom Apps

Custom Objects and Custom Tabs What is a Custom Object?

Allow you to capture additional information based on your business requirements

Enables you to build custom applications

What is a Custom Tab?

Administrators and users with the "Customize Application" permission can create

custom tabs to display custom object data or other web content embedded in the

application

Custom Objects - Key Capabilities Sharing on Custom Objects Now

you can create sharing rules and

one-off share records on custom

objects just like with standard

objects.

Field History Tracking on

Custom Objects Now audit

changes to any fields you specify

on custom objects.

Queues on Custom Objects

Create queues that are now

available for use with any custom

object, just like with cases and

leads.

Sharing on Custom Objects Automatic Sharing Based on

Owner Easily create custom object

sharing rules to automatically share

records based on your

requirements.

Multiple Access Levels Granular

capabilities allow you to choose an

appropriate access level each time

you share - be restrictive or as

open as youd like to be.

Share Records on the Fly A record

owner or administrator can share

any individual custom object record

with anyone of their choosing.

Field History Tracking on Custom Objects

Point-and-Click Track Changes - like cases and leads, you can now

track field changes on all custom object records - you pick the fields.

Standard Business Object Relationship Type

What is a standard business object relationship type?

One to Many

A Single object is related to many other objects

Example: A Related List on any record represents the many side of a one to many relationship

Example: The value of a lookup field on any record points to the one side of a one-to- many relationship

Many to Many

Many records are related to many other records

Example: An Account Team

Custom Object Relationship Type What is a Custom Object relationship type?

Master / Detail

Child automatically deleted when parent is deleted

Sharing inherited from parent Lookup field on child is always required

Reporting Implications: both parent and child fields available

Lookup

Child not automatically deleted when parent is deleted

No inherited sharing (specified separately at Org Wide Default level) 25

Lookup relationships allowed

Lookup field on child not necessarily required

Reporting Implications: only child fields available

IMPORTANT: A custom object cannot be the master of a standard

Many-to-Many Object Relationships

Each record of one object can be related to many records of the

other object

Junction objects allows many-to-many relationships.

Junction objects can now have Master/Detail relationships with

two objects.

Deleting either Master record will delete the Detail record

Web Tabs

What is a Web Tab?

Use web tabs to integrate external web resources or applications within Salesforcesfa

Web Tab Examples

Creating Web Tab to display your companys intranet

Linking to a corporate travel website

Linking to a web based expense tracking system

Linking to company web mail

Custom App

What is a custom app?

A logical grouping of tabs

Administrators can customize the standard applications provided by

salesforce.com or build their own on-demand applications by grouping

standard and custom tabs into new custom applications

Custom Apps - Things to Know Custom app logos

Custom applications display the Customforce logo by default

For custom logos, any GIF or JPG file from the Documents tab can be

inserted if it is under 20kb in size

Specify a custom default landing tab when creating or editing a custom

app

Use the Default Landing Tab drop-down menu below the tab selection area

of the app creation wizard

The AppExchange

Learning Objectives - The AppExchange At the end of this module you will be able to:

Describe the AppExchange

Describe features of managed packages

Describe things to know about AppExchange apps and components

Describe best practices

Install an App

Delete an App

Key Terms and Concepts What is the AppExchange?

A Website Owned and Operated by salesforce.com

Enables Partners and Customers to Download & Install

Custom Apps

Components

Dashboards, Reports,

Documents, Profiles,

S-Controls

Public & Private Sharing

Free to Post and Download

Partners May Charge for Services

Installing an App

AppExchange Guides

Best Practices

Find a Business Process Owner to Own the App and Drive Adoption

Do Due Diligence on Apps Before Installation

Customize Apps for your Org Before Deploying

Deploy to Pilot Users to Identify any Deficiencies

Announce the App and Business Justifications to your user base

Prepare Training Materials for the App

Where to go for more information Resources

http://success.salesforce.com Best Practices

Community Events

www.appexchange.com

Browse, review, and test drive published applications

http://www.salesforce.com/developer/

Tech Notes

Developer Community

Thank You for Attending!