Cert Exam Prep Checklist

Monday, March 16, 2009 2:57 PM

Review Adm 201 Study Guide (Focus mainly on table on pg. 2-5): http://www.salesforce.com/assets/pdf/misc/SG_CertifiedAdmin.pdf Review Adm 201 Course Binder (I would reference this binder as you work through the study guide table above). My notes in this notebook also correlate with the table in the study guide (1 tab per section). Take the Online Sample Quiz (15 questions): http://www.proprofs.com/quiz-school/quizview.php?title=salesforcecom-certified-administratorpractice-exam (This one is good to take and retake a couple of times until you know all of the answers. It always gives you the same questions. It's written to be a little tougher than the real exam, so don't worry if you bomb it the first time! I sure did.)

Test Review Notes Page 1

Identity Confirmation ( 2%)

Monday, March 16, 2009 2:23 PM

REMEMBER: Login hours can be set at profile level IP restrictions can be set at profile and org level

Test Review Notes Page 2

Navigation - UI Settings (3%)

Monday, March 16, 2009 4:15 PM

Turn these on/off for the entire Organization - you can not adjust these for individual users!! To get to UI settings, go to Set up |Customize | UI , Search, Tab, etc. Enable/disable things like: Collapsible sections Hover details Related list hovers Inline editing Collabsible sidebar Floating report headers (for tabular reports only) Printable list views Recent Items, Related List and Lookup Hovers use the record Mini Page Layouts to display info!! Basically these settings can be enabled/disabled for end-user productivity Also set up / enable settings for: Tags Search Tab settings (visibility / access to) are set at the profile level Admins can set up to 10 search results fields for an entire org! Can also choose up to 10 filter fields for each object

Test Review Notes Page 3

Organization Administration (5%)

Tuesday, March 17, 2009 3:37 PM

Company Profile - contains core info about your company Info that can be updated on the Company Profile: Language, Locale, Time Zone Licenses Primary Contact & Address Info Manage Currency (Multi-currency, Dated exchange rate) Std Fiscal Year - follows Gregorian calendar, but can start on first day or any month of the year Custom Fiscal Year - for companies that break down the fiscal years, quarters and weeks in to custom fiscal periods based on their financial planning reqs - Once you activate a custom fiscal year, you can't go back and it must always be manually maintained! Forecasting can NOT be used with custom fiscal years. Customizable forecasting must be enabled! Active currencies are located in the Company Profile(Org), User record (Personal Setup) and Opportunity (Record) Licenses - EE and UE come with Offline and Marketing licenses for all users - PE must purchase these as needed Default language - users can override the org default Default locale - users can override or default (effects date format, i.e. 12/03/09 vs 03/12/09 Default time zone - users can override for their own setting In a multi-currency org, Currency is a required field on all objects in SF and must be considered during importing and custom object creation! Accts and associated contacts must use the same default currency Multi-currency feature must be requested - all orgs are defaulted w/ just one currency SF.com org ID is used for integration - identifying which org to load data into Once Advanced Currency Mgmt (allows dated exchange rates) is activated for an org, you cannot deactivate!

Test Review Notes Page 4

Customization (17 %)
Monday, March 16, 2009 2:30 PM

A and D! You NEVER use FLS (Field Level Security) to make a field required!

Remember - FLS is set at Profile level!

Profile - a collection of settings and permissions that determines what the user can do with records they have access to and how they view those records. Profiles never override your org's sharing model or role hierarchy. For example, the Standard User profile gives a user access to create, edit and delete leads. However, a user with this profile cannot edit or delete other users' leads if your org's sharing model is Read Only for leads! Profile components: Page layouts - which page layouts the profile sees Field Level Security - the FLS access that a profile has to view and edit specific fields (EE/UE) Custom apps - which ones the profile can view Tabs - which ones the profile can view Record types - which ones the profile can view Login - the hours and IP addresses from which the profile can log in Admin, general and object permissions Standard Profiles - (6) are avail to all SF editions: System Admin - "super user" - can customize and admin the application Standard User - can view, edit and delete their own records Solution Manager - std plus can manage published solutions + can manage solution categories Marketing User - std plus can import leads for the org Contract Manager - std plus can edit, approve, activate and delete contracts Read Only - can only view records Custom Profiles - can have unlimited # for EE and UE "View All" (VAR) and "Modify All" are for delegated administrators - can be set at object level for deduping, etc. Field Level History Tracking - can be enabled for: Accts, Contacts, Leads, Cases, Solutions, Contract, Oppts, ALL Custom Objects (up to 20 fields) When defining field level security, "Visible" = read/write, "Read Only" = read only - overrides the Visible option Dependent picklists - max of 300 values in controlling picklist; std fields can be controlling fields but not dependent Lookup fields / relationships - shows "mini page layout" for that object Formula fields are always READ ONLY - can't be edited by end user, could be hidden from end user There's a limit (4,000 char) to formulas, so make them as short as possible Tab settings - Hiding a tab does not prevent a user from seeing the data - this has to be done via object permissions! You can customize a related list layout to show up to 10 columns - customize on the edit pay layout

Test Review Notes Page 5

 You can customize a related list layout to show up to 10 columns - customize on the edit pay layout screen Record types allow you to segment picklists! (define diff set of picklist values ) (associate to diff page layouts) Record types - 2 step process: 1. Create of build the record type 2. Assign the record type to one or more profiles Record Type is attached to a page layout; when user creates new record, they select the record type and this determines which page layout displays Business processes - sales, support, lead and solution are available - allows you to track lifecycles across different divisions, groups or markets You must create the business process before creating record types for Lead, Oppt, Case and SolutionIf you create an Oppt, Case, Lead or Solution Record Type, you must beforehand create a sales, case, lead or solution PROCESS. (for leads, you may want to have a diff sales process and therefore diff record type for B2B vs. B2C) Record types - For tabs that have multiple record types defined, you can look at the Record Type Field on the page (field must be added to the page layout) Field Level Security (FLS)-defines users' access to view and edit specific fields in the application FLS cannot be used to make a field required! FLS is important b/c it enforces field access through the data layer; whereas field access enforced through page layouts only enforces it through the UI layer (enforcing it through the data layer means it enforces data req @ data level/layer - use for import considerations) If set as Read Only at Field Level, will be Read Only in the Page Layout FLS can be set at profile or object level (same - you'll be setting it for each profile) Regardless of the Page Layout, FLS controls what users can do with which fields (R/W, Read Only, Hidden)

REVIEW: What does a profile control? How a user works with records in an org. When are formula fields recalculated? When a record is created, saved or deleted. Where would you make a field required? On the page layout For which objects can you have bus processes? Leads, Oppts, Cases, Solutions How many fields (columns) can you display on a customizable related list? - 10. T/F - A checkbox can be a controlling field in a field dependency True, but not a dependent field T/F - You can use a custom lookup field to create a relationship btwn an oppt and contact - True.

Test Review Notes Page 6

Security & Access ( 13%)

Monday, March 16, 2009 2:29 PM

Section starts - p. 104 3 Core building block of Security & Access: Org Wide Defaults - sets baseline level of access (only tool to restrict record access) Role Hierarchy - provides overrides to org wide defaults Sharing Rules- creates more exceptions to org wide defaults - gives you more granular sharing capabilities User Record = key info about user; each has unique username; user logs in with username and pw; users can be active or inactive - an ACTIVE user uses a license. Users must be associated with a Profile Users are usually associated with a Role User - person w/ unique char - based on login credentials, can do certain things SF has ~1.5 million users Every username must be unique! Must follow email convention, but doesn't have to be a verifiable email address You can have any # of users you want, but only a certain # of active users (based on license) All users must be associated with a Profile It's a best practice to always associate a user to a role Some info on user record: email, username, title, dept, address, timezone, locale, provisioned licenses (marketing, offline and mobile user), login history, etc. User locale settings override org settings Record Owner - user (or queue for Cases and Leads) who controls or has rights to that particular data record Record Owner has special privileges: view/edit capabilities; transfer ownership capability; deletion capabilities It is possible for a user to own a record and not see it if they don't have the Read Permission on the object (?) pg. 109 - ask Christian Profile always wins - whatever permissions a user has in their profile overrides the record permissions! SF is an ACCOUNT-CENTRIC platform (whereas most CRM platforms are contact-centric) - means that the account is the central record - other records are related to it Owners of records can be different - access can be granted as you wish. Org OOB is "Open" - you lock down access by using Org Wide Defaults Org Wide Defaults - define the baseline level of access to data records for all users in the Org. (not including records owned by the user or inherited via role hierarchy) Organization Wide Defaults are the only tool we have for restricting access to records!! - Everything else is used to override or create exceptions to these restrictions User's level of access to records will never be more restrictive than the options chosen in Org Wide Defaults - they are a minimum level of access for all users. "Private" setting means no searching and reporting on records (they won't show up in search results or related lists) Role - Controls the level of visibility that users have to an organization's data; A user may be associated to one role 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 company's org chart 4 Rules of Role Hierarchy: 1. Access to records rolls up 2. No lateral sharing 3. No intra-role sharing 4. Profile permissions of the superior control access to records owned by the subordinate (see diagram on back of study guide) Role based access - allows you to set access at role level that allows users to have access to records that are associated to Accts they own (level of access to Oppts assoc to owned Accts, " Contacts, " Cases

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are associated to Accts they own (level of access to Oppts assoc to owned Accts, " Contacts, " Cases Sharing Rules Automated rules that grant access to groups of users (entities) Exceptions to Org Wide Defaults Irrelevant for Public Read/Write Orgs Levels of access that can be granted = read only, read/write Sharing rules open up access whereas org wide defaults restrict access!! You can have sharing rules for: Lead, Account, Contact, Opportunity, Case, Campaign and Custom Objects Granting access to a contact or oppt grants access to the related Account (to view) A given sharing rule only grants one way access Public Group - place specified users in one bucket that can share records grouping of users, other public groups, roles or roles & subordinates Used in sharing rules - for simplification Also used when defining access to folders and list views Manual sharing granting record access, one-off basis Owner and anyone above owner in role hierarchy and admin can manually share records can click "Sharing" button on record to see who all has access - good for troubleshooting If you have READ access to data, you can see it in a report Forecasting is driven by role hierarchy, but visibility is not Sales Teams Used for collaborative selling, sharing and reporting purposes Can be adhoc or use default sales team (defined for user) Default sales teams may be automatically added to a user's oppts Who can add a sales team? Owner, anyone above owner, or admin nice advantage is that you can report on sales teams Team Selling feature must be enabled for org (by admin) Sales Teams are not available for the Prof Edition Account Teams Similar to Sales Teams Acct teams share roles with sales teams on opportunities Used for collaborative acct mgmt, sharing and reporting Manually add to accts or set a default team to add automatically to your accts You can build an account team on each account that you own AccountTeams are not available for the Prof Edition Case teams - you can add teams of users to cases to enable full communication/collaboration on solving cust issues Folders - used for organizing email templates, docs, reports and dashboards; Access is defined as read or read/write - it's EXPLICIT and does not roll up thru role hierarchy 4 Kinds of thing you can store in folders: (only 1 type per folder - can't mix docs and dash in 1 folder) Email templates Reports Dashboards Documents Sidebar search does not search docs, solutions, products and reports but does search assets and cust objects. Must use doc search to search for docs

Review What determines a unique user record? What do Org Wide Defaults do? (only tool to restrict record access) What does the Role Hierarchy control? (review 4 rules) How does a Profile differ from a Role? whereas role controls which records you have access to! Why are sharing rules used? wide defaults and role hierarchy don't provide When would u choose to build a public group? the role hierarchy doesnt grant the needed access Who can manually share records? Where are Folders used? Communication & Email templates Why utilize account teams and sales teams? reporting

- username - set baseline access to records across and org - how record access rolls up through an org - profile controls how you work with records, - when you need to open up access that org - When you want to create a sharing rule and - Owner, anyone above owner and admin - Documents, Dashboards, Reports, - For specialized 1 off sharing needs and for

Test Review Notes Page 8

Workflow (5%)
Thursday, March 26, 2009 2:50 PM

Prof Edition - you can buy workflow, but doesn't come with it Workflow rule Defined trigger criteria based on your bus reqs Evaluated when a record is created, created/updated, OR when created/updated and didn't previously meet criteria When trigger criteria is met, workflow actions such as email alerts, tasks, field updates or outbound (API) msgs are generated Workflow Rules = trigger criteria for performing various workflow actions Four Workflow Actions: Tasks Email Alerts Field Updates - can be immediate or time dependent Outbound Messages Workflow can be triggered upon import Tasks can be assigned to a user, role, record owner, record creator, sales team role or account team Tasks cannot be assigned to multiple users in SF!! If you assign a task to a role or team w/ more than one user, the task will be reassigned to the record owner instead. So best practice is to never assign a task to a role. Create workflow tasks before creating the workflow rules that use them Workflow tasks do show up in activity history; workflow alerts do not Time dependent workflow - execute time dependent actions before of after any date on the record, perform a series of actions at various pts in time, use the workflow queue to manage all pending actions Time dependent workflow Time Triggers - any time values relevant to the record are used to initiate time dependent action Time Dependent Action - (ex - 7 days after close date, send out welcome email to new account) Are any of the 5 workflow actions with an associated time trigger Queued whenever a rule is triggered Can be reused in additional workflow rules as long as 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 It's not possible to create a time-dependent action associated to a rule with a trigger type of "Every time the record is created or updated" You can update parent records when a child field is updated (with rule on child record field update) REVIEW: How is a workflow rule triggered? Can you reuse tasks and alerts for multiple worklfow rules? How can we monitor time based workflow? Do existing records that meet the workflow rule criteria trigger the rule?

1. 2. 3. 4.

created, created/edited, created/edited and didn't previously meet criteria Yes - as long as ojbect is the same "time based workflow monitoring queue" No.

Test Review Notes Page 9

Workflow Approval Processing ( 3%)

Monday, March 16, 2009 2:37 PM

Approval proc - an automated bus process that you org can use to approve records in SF An approval process specifies the : Steps necessary for a record to be approved Who must approve it at each step (can set up multiple approvers and can make either ALL or first one to respond for approval) The actions to take when a record is approved, rejected, or first submitted for approval Records that are pending approval are automatically locked by SF (regardless of field level security, etc) You can skip approval steps based on formula or filter eval criteria Submitter can recall his approval request at any time You can have Assigned and Delegated approvers You can't auto submit a record for approval - you have to manually click Submit. Can add "Items to Approve" related list to home page; Add "Approval History" related list to Oppt layout, etc. Jump Start Wizard - for simple, one step approval procs Standard Wizard - for more complex procs and detailes steps/approvers Any task created (as long as object is the same),whether for workflow or approval proc, can be reused for other workflows or approval procs! When you activate an approval proc, you can't add or remove any steps!! - but you can EDIT steps Parallel approval routing - can send approval requests to multiple approvers in a single step (up to 25)

D is the answer to question at the top

Test Review Notes Page 10

Data Validation ( 3%)

Monday, March 16, 2009 2:39 PM

B is the answer. REMEMBER - An error message will be displayed to the user IF the formula evaluates to true. So, the formula should be written so that the condition that should be avoided is what is written into the formula!!

Data validation - ensure integrity of data before it's saved in SF Features include: Building data validation rules Setting the required and/or unique property on custom fields Data validation rules contain: Boolean formula or expression that evaluates the data in one or more fields to either "True" or "False" A user defined error msg that displays when the formula 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 Validation rules run on the server after the user clicks the SAVE button If an error condition is TRUE, the error message will display All active validation rules are run each time at save All objects except forecasts and territories can have data validation enforced Data validation rules must contain: Error condition formula Error message to display when formula = true EXAM QUESTION = Where can you make a field required? - PAGE LAYOUT!! (even though u can also do it on custom fields creation) Universally required property is only available for custom fields - not standard (applied at the data level, not UI) Data validation rules are executed for a RECORD, not a field (when the record is saved) Data val can be enforced for Lead Conversion (if you check the box) P 190. All REVIEW All std and custom fields in SF can be set as unique or required using the Property feature FALS E - only custom fields T/F - Data validation is enforced during lead conversion - true if u check the box Data validation rules are enforced when a record is saved or created!

Test Review Notes Page 11

Data Utilities (5%)

Saturday, March 28, 2009 2:59 PM

Import Wizard Easy to use, multi step wizard for importing new accts, contacts, leads, custom objects or solutions Can be used for Acct, Contact, Lead , Cust Objects or Solutions updates based on matching ID Contact and leads may be updated based on matching email address Cust obects or solutions may be updated based on custom object names, solutions titles, sf id or external id CSV file type is required when using the import wizard Import wizard imports are limited to 50,000 records per session External ID - flag on any custom field of type Text, Number or Email; Allows customers to use the record ID from an external system in Import and the API (new "Upsert" call) - Helps to keep 2 systems synchronized! You can have up to 3 fields per object flagged as External IDs Import wizard - must load parent objects first if lookup fields are included.For loading multiple record types, must load them as X# of different data loads for each X # of record types. Records in SF may share the same external ID. If you do an update to that external ID, it will update ALL of those records.\ Accts and Contacts Import wizards - have built in de-dup functionality (for Accts - de-dup against Acct Name and Acct Site; For Contacts, de-dup against firstname/last name or email address Data Loader Application for bulk import or export of data Use to insert,update, delete, extract or upsert SF records Can move data into or out of any SF object Support for large files w/ up to millions of rows Drag and drop field mapping

Comparison of Data Loader vs. Import Wizards: Data Loader Insert, delete, update, extract or upsert Move data into or out of any SF.com object Less validation

Import Wizards Less options More limited - only Acct,Contact,Lead,Solutions and Cust objects Built in de-duplication logic

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 import wizards You want to schedule regular data loads, such as nightly imports You want to save mappings for later use You want to export your data for backup purposes
Use web-based Import Wizards when: You are loading fewer than 50,000 records The object you need to import is an Acct, Contact, Lead, Solution or Cust Object You want to prevent duplicates by uploading records according to acct name and site, contact email address or lead email address

Connecting to SF via the API (for example, using the Data Loader): If you're logging in from an IP that's not in the trusted range, you must add a security token (can request to reset it through the UI) Mass Update - export records, update (In excel), import via import wizard
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 Mass Update - export records, update (In excel), import via import wizard Mass Delete Use data loader to create delete file Use Mass Delete function in UI (Setup - Data Mgmt) - can "soft" (into recycle bin for 30 days) or "hard" delete Recycle Bin - houses deleted data for 30 days - not counted against storage limit - after 30 days, it's "hard" deleted and not recoverable Data Storage - divided into two categories: Data storage - all other records File storage -docs, attachments, SF content

Test Review Notes Page 13

Analytics (13%)
Saturday, March 28, 2009 4:00 PM

Standard reports - may not be deleted or removed (but folder can be hidden)

Custom report - saved in my personal folder, unfiled public or custom folder, but not Standard Folder. Can't mix Std and Custom reports in the same folder! 3 Report Types: Tabular Report - simple list of data without subtotals - example = contact mailing list report Can't use on dashboards! Can't attach a chart! Can enable "floating headers" Summary Report - provides listing of data, plus sorting and subtotaling of data - example = report showing all oppts for curent FQ, grouped by stage Can add chart Can use in dashboard Can do sub-groupings Matrix Report - summarizes data in grid against horizontal and vertical criteria; Example - report showing all oppts for your team for current FQ, subtotaled by stage and owner Use for comparing related totals Similar to pivot table in Excel Can add chart Can use in dashboard You can schedule and email reports - specify running user, frequency and start/end dates Advanced options - And/Or - enables usage of "and", "or" and "not" operators with adv filter criteria you can add up to 10 diff filter fields on a report Charts - horizontal bar, vertical bar, line and pie Relative dates - makes report data relative to the date you run the report Custom Report Types (CRT)- build framework in report wizard from which users can create and customize reports Define CRTs to display results from an object with or without its related objects (i.e. see which cases were closed with solutions and which were not) Can be used for exception reporting - allows you to see which accts don't have contact roles Conditional highlighting - can use for matrix or summary reports Dashboards Visual representations of key business info Show info from multiple reports Made up of components Running User determines level of access to the dashboard data (user lower in hierarchy can see summary data but when they click into the report, they can only see details that they normally have access to.) 4 Types of Dashboard components Chart- graphical representation of report results Table - a listing of the top or bottom records from a report Metric - a single data value - drawn from the Grand Total of a report Gauge - a single data value - displayed as a point on a defined spectrum - drawn from Grand Total of a report Set the running user as an Admin if it needs to be a Global Dashboard that needs to show all data
REVIEW 1. Can you delete a standard report? 2. How many custom summary formulas can you have per report?
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1. 2. 3. 4. 5. 6.

Can you delete a standard report? How many custom summary formulas can you have per report? Can you create custom summary formulas based on other custom summary formulas? Can you create summary formulas based on custom formula fields? What is a dashboard comprised of? What is significance of the running user?

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

Answers No, but you can hide the folder 10 per report NO YES Components and a Running User setting Controls data visibility at the dashboard(summary) level

Test Review Notes Page 15

Marketing Administration (5%)

Sunday, March 29, 2009 1:43 PM

Campaign - specific marketing program or marketing tactic; builds awareness and generates leads Campaign member - Lead or contact, who is associated to the campaign; individual who has responded to the campaign Can run standard "Campaign Call Down Report" to display list of contacts and leads associated to a campaign Must have Marketing User "license" checked as permission on user to create, edit and delete campaigns and configure advanced campaign setup Marketing users can import leads and use the campaign import wizards if they have the Marketing User profile Campaigns are included with EE, UE and Dev and can be purchased for addtl cost with Prof Edition Lead - "unqualified interest" Prospect that you want to market to Captures business card info Individual who has expressed interest in your prod or service Assigned ownership either manually or via Assignment Rule Contact - "have an existing relationship with" Individual who is associated to an Account (but doesn't have to be) ; may be someone you tried to sell to in the past, still want to stay in touch with, etc. Leads and contacts attached to campaigns are considered ROI for campaign Campaigns generate Leads ->Leads convert to Opportunities->Opportunities are analyzed with Dashboards and reports SF automatically maps standard lead fields to standard Account, Contact and Opportunity Fields For custom lead fields, you can specify how they map to custom account, contact and oppt fields Marketing ROI - leads created, contacts created, leads converted, oppts created, etc. Lead Conversion - lead qualification depends on your business process; lead info is mapped to the appropriate business object (acct, contact, oppt); existing data is checked for de-duping Opportunities created upon lead conversion contain some default values - no amounts, a close date defaulted to the last day of the current quarter, and the stage equal to the first value of the stage picklist You can de-dup leads one at a time in SF. (either when you create it or when you convert it) Campaigns can be associated with leads, contacts and opportunities You can add members (leads/contacts) to a campaign: via file (report) - up to 50,000 at one time Via campaign wizard - up to 250 at one time Marketing User Profile - allows users to import leads for entire organization Marketing User Checkbox on user record - allows users to manage campaigns Influential campaigns can be attached to Oppts on the Campaign Influence related list (many to many relationship) Lead Queue - virtual storage bin to group leads based on criteria (i.e. industry, campaign); leads remain in queue until they're assigned or accepted by users Lead Assignment rule - determines how leads are automatically assigned to users or a queue; contains rule entries, pre-defined business rules that determine lead routing Only 1 lead assignment rule can be active at a given time - but each rule can have multiple criteria Criteria are evaluated in the order in which they appear in the list, so you should prioritize your criteria within your rules (so start with most specific criteria at top, then get more generic) Auto-response rule - (allow you to customize communication that goes back to a web Lead) - can contain rule entries to determine which email template and what content to send to leads generated via web-to-lead Daily limit of 1,000 mass emails for an org
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web-to-lead Daily limit of 1,000 mass emails for an org All emails sent to leads as a result of auto-reponse rule will be tracked on the activity history on the lead Queues - you can use queues on LEADS, CASES and CUSTOM OBJECTS! On Lead record page - can click "find duplicates" to view similar records and select 2-3 to merge. When converting a Lead to an Oppt, 2 fields are automatically populated: Stage - will always be the first stage of the record type Close date - populated with last day of current fiscal quarter KNOW THIS! Formula for ROI used in ROI analysis report (for campaigns): ROI = (Total Value of won Opportunities - Actual Cost) / Actual Cost REVIEW: Can end user import members into a campaign? Can you market to new and existing leads within the same campaign? How do leads get routed within the app? What happens when a Lead is converted? What's the easiest way to calculate the ROI on a given campaign? If your Marketing team needed to add 10,000 existing leads to a campaign at one time, what would be the best way to do this?

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

1. 2. 3. 4.

Only if they have import leads permission or Marketing User profile Yes, both Via Assignment rules and queues Appropriate contact, oppt and/ or Accounts are created (and std fields are mapped and cust fields are mapped if you set that up) 5. Run the std Campaign ROI Analysis report ROI = (Total value of won Oppts - Actual Cost) / Actual Cost 6. Run a lead report, then click "add to campaign"

Test Review Notes Page 17

Service & Support Administration (5%)

Sunday, March 29, 2009 3:12 PM

Case a logged issue or problem Cases are: Manually entered from a phone call or email Automatically created from an email ("Email -to-case") Automatically captured: Web-to-case Create a case functionality in Connect for Outlook May be assigned manually or automatically via Assignment rules Associated to contacts and accounts Case queues and assignment rules - very similar to lead queues and assignment rules (except cases have addtl Outlook functionality) Only 1 case assignment rule can be active at one time - each rule can contain multiple criteria (25) Web-to-case: cust can submit queries online; can generate up to 500 new cases a day Email-to-case: automatically create a case when email is sent t a certain address Auto-response rules: determines which email templates to send to cases generated via web Escalation rule - automatically escalates an unresolved case within a certain period of time (age over) Modification of a field on a case is the only thing that stops the clock (for escalation rules - if it's set to "disable after first modified" or based on last modification time of the case Business hours - set the org' hours of operation; Escalation rules use business hours to determine when to escalate a Case. Can include bus hours in multiple time zones; can associate cases to specific time zones Business hours - no limit to number of sets of business hours an org can have Early triggers - setting for an entire org - enables case escalation to get expedited to previous quarter hour run Each escalation rule has entry criteria (multiple) and up to 5 escalation actions per entry Solution answer to common question or problem Enables customer support users to get up to speed quickly Enables support teams to answer questions quickly and consistently Customers search for and browse published solutions to self assist Content-rich solutions can be included (rich text and images) Category = mechanism to organize Solutions Solutions may be associated to one or more categories Categories make up a solution category tree structure Suggested solutions - displays up to 10 relevant solutions that may help users and customers solve their case from the case detail page or Self-service portal SelfServicePortal users can close a case and provide feedback after reviewing a suggested solution Solutions displayed are displayed based on a formula that looks at these variables: Word frequency in all solutions Word frequency in similar cases with related solutions Word similarities to self-closed cases and solutions rated useful by self-service users Suggested solutions can be enabled for: Cases tab, Self Service Portal, Case auto-response rules and emails

REVIEW: Self Service portal - OOB portal available in Prof, EE and UE - exposes part of case and solution object to end-user; (can designate certain contacts with access to this) - Basically a trouble-ticket system Customer portal - For PURCHASE; basically enriched version of the SelfServicePortal - can do more

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 branding, etc. Call Center Edition - OOB. Integrates SF with 3rd party computer telephony integration systems (CTI) uses SF SoftPhone, includes VRU pop-up and call center reporting 1. What objects are cases related to? 2. Does sending an email to a customer from the Case reset the case escalation? 3. Why would we use Early Triggers? ANSWERS 1. Solutions, Accounts, Contacts 2. No - must modify a field on the case record - not something in a related list 3. To meet a customer SLA limit

Test Review Notes Page 19

Salesforce Console (2%)

Monday, March 30, 2009 10:22 AM

The Console - a tab that combines list view and related records into one screen w/ diff frames Sys admin creates the page layouts (selects which obj will be avail in list view, and what will display in mini view) used in the console tab and assigns them to Profiles. Combines data from a number of different records into 1 screen - increases end user productivity, as they don't have to switch back and forth between records Detail view = center frame - detail view of any selected record Console layout - objects chosen by an admin to display in the list view (top of console) Admin chooses related objects to show in the mini console view on the right (mini page layouts are used to display those). You can only choose objects with a lookup relationship on the primary object. Mini page layouts are used to display those objects Mini page layouts - inhereit record type and profile associations, related lists, fields and field access settings from their associated page layout
Step 1: Create consol layouts - what objects do I want to see? Step 2: Choose related objects for console mini view - what related objects (to step 1 objects) do I want to see? Step 3: Define mini page layouts - what fields on the related record do I want to see? Step 4: Assign profiles - you can only have 1 console layout per profile! You cannot create a new list view from the console. REVIEW T/F - SF console displays list views that were previously created on the object tabs T/F - The consoles center frame is the detail page view of any record selected from any of the console's other frames T/F - The mini view does not display if the record in the detail view doesn't have any related objects.

ANSWERS: T, T, T

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Custom Objects, Applications & Tabs (7%) [Extending SF- p.293]

Monday, March 30, 2009 10:52 AM

Custom Object - Allows you to capture additional info based on your bus requirements; enables you to build custom apps. Can create up to 200 custom objects in EE and UE; up to 100 in Prof Edition Custom Tab - Can have up to 25 in EE and UE Custom object security can be controlled using org wide defaults Custom objects are searchable through the sidebar or adv search page only after you attach them to a custom tab! Custom objects - support sharing, field history tracking, queues (like leads and cases) Standard Business object relationship type: One to many = Account to opportunities Many to many - ex = cases to solutions Custom Object relationship type: Master/Detail - can have up to 2 Child automatically deleted when parent is deleted Sharing inherited from parent Lookup field on child is always required Reporting: both parent and child fields are available Lookup - can have up to 25 Child not automatically deleted when parent is 25 total lookup relationships allowed Lookup field on child isn't necessarily required Reporting: only child fields available Can have up to 25 total (23 lookup, 2 master detail relationships!) KNOW for TEST: A custom object can NEVER be the master or a standard object!! (custom object can be a master of a custom object; std object can be master of a custom object ) Many to many - junction objects allow many to many relationships - Junction objects can now have Master/Detail relationships with 2 objects; Junction objects can't have child objects and can't be imported via import wizard. Pros of adding tab to custom object - gives you extra functionality: (up to 25 in EE, 10 in Prof) List views on tabs Allows record to display in recent items list Allows you to search for and display search results for records of that object Roll up summary fields - custom field type that aggregates child record info onto a parent record. Can use in workflow - ex: Roll up summary field on Acct that has aggregate of Total Oppt Amt (could trigger workflow once you hit a certain amt) Can use for Accts & Oppts, or Oppts and Oppt Products; Otherwise needs to be a Master Detail relationship on the objects Calculated AFTER workflow is run on child Can take up to 30 minutes to recalculate Web Tab - can create a web tab to display external web resources (email, intranet, travel site, etc) Custom App - logical grouping of tabs; Enterprise can have up to 10 custom apps REVIEW: 1. T/F - Custom Objects have the same sharing capabilities as Standard Objects 2. Which type of relationship would you create if you wanted the child record to be deleted if the parent record is deleted? 3. What type of relationship must exist to create a roll up summary field? Either master detail or Acctoppt, oppt - oppt product

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1. True 2. Master-Detail 3. Master-Detail and children must be custom object, or you could leverage the Acct-Oppt or Oppt-Oppt Product relationship

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Force.com AppExchange (2%)

Monday, March 30, 2009 12:21 PM

AppExchange: Website owned and operated by SF.com Enables partners and customers to download and install: Custom apps Components Dashboards Documents, profiles, S-controls Public and private sharing Free to post and download (some partners may charge for their services) Managed package Allow developers to alert you when a new version is available Profile settings are editable but not upgradeable - you'll have to update them after upgrading (for any cust objects included in upgrade) "Components" = fields, objects, etc. that can come w/ a managed or unmanaged package REVIEW: 1. How many apps can you install? 2. Can you uninstall an AppExchange application once it has been deployed? 3. How are my existing security settings impacted by newly installed apps?

ANSWERS: 1. Depends on edition: a. Group - 1 b. Prof -5 c. Enterprise - 10 d. Unlimited - unlimited e. Developer - 10 2. YES 3. You have a choice of options for determining who in your org will see the app. Your users wont see custom objects until you choose to deploy them but reports and dashboards will be visible to everyone unless you customize the security settings for those folders.

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Activity (2%)
Monday, March 30, 2009 1:10 PM

Compare and contrast Tasks and Events Task is assigned to 1 person, can have due date, priority and status (default subjects are: call, email, send letter, send quote, others) Event - can invite others, has start/end date and location, can be "all day" , can be recurring Manage Public Calendars and Resources
Available in: Professional , Enterprise , Unlimited, and Developer Editions User Permissions Needed To manage public calendars: To manage resource calendars: "Customize Application" "Customize Application"

In contrast to users individual calendars, public and resource calendars are for managing group activities or shared resources. Using public calendars, a group of people can track events of interest to all of them (such as marketing events, product releases, or training classes) or schedule a common activity (such as a team vacation calendar). For example, your marketing team can set up an events calendar to show upcoming marketing events to the entire sales and marketing organization. With resource calendars, multiple people can coordinate their usage of a shared resource such as a conference room or overhead projector. To display a list of the currently-defined public and resource calendars, click Setup | Customize | Activities | Public Calendars & Resources. From the list page, you can perform the following tasks: To view the properties of a calendar, click its name in the list. To edit calendar properties, click Edit. To create a new public calendar or resource: Click New . Give the calendar or resource a name, and check Active. Click Save . To make the new calendar or resource available to others, click Sharing. Add the public groups, roles, or users with whom you want to share the calendar. In Calendar Access, specify how to share the calendar by selecting one of the following: Sharing Model Results Hide Details Others can see whether given times are available, but cannot see any other information about the nature of events in the calendar. Hide Details and Add Events Others can see whether given times are available, but cannot see details of events. Other users can insert events in the calendar. Show Details Others can see detailed information about events in the calendar. Show Details and Add Events Others can see detailed information about events in the calendar and can insert events in the calendar. Full Access Others can see detailed information about events in the calendar, insert events in the calendar, and edit existing events in the calendar. Users need the appropriate "Read" permission to see the related record of any activity. For example, an event invitee who does not have "Read" permission on cases will not be able to view the case associated with the event.

Identify and describe the Activity Settings On the Activity Settings page at Setup | Customize | Activities | Activity Settings, you can turn the following settings on or off for your organization: Enable Group Tasks Enable Sidebar Calendar Shortcut
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Enable Sidebar Calendar Shortcut Enable Creation of Recurring Events Enable Activity Reminders Enable Spell Checker on Tasks and Events Enable Email Tracking Show Event Details on Multi-User Calendar View Enable Multiday Events Enable Group Tasks On by default for all Editions. When selected, this checkbox allows users to assign independent copies of a new task to multiple users. For more information, see Creating Group Tasks. Enable Sidebar Calendar Shortcut Available in all Editions. Select this checkbox to display a shortcut link to a user's last used calendar view in the sidebar: . In the sidebar, the calendar shortcut displays above the Recent Items component. For more information on the sidebar, see About the Sidebar. Enable Creation of Recurring Events Available in all Editions. Select this checkbox to allow users to create events that repeat at specified intervals. For more information, see Creating Recurring Events. Enable Activity Reminders Available in all Editions. Select this checkbox to enable activity reminders for your organization. Salesforce can display popup reminders for upcoming tasks and events. Reminders notify the activity assignee of an upcoming task or event. The reminder displays in a small browser popup window when the activity assignee is logged in to Salesforce. When a user logs in, any reminders that have not been dismissed and reminders scheduled to occur since the last time the user logged out are shown in the reminder window. If you disable reminders, users will not be reminded of tasks or events that have reminders set, they will no longer be able to add new reminders, and they will not be able to configure default reminders. Existing settings and reminders on tasks and events will be retained if you later reenable reminders. For more information, see Setting Reminders on Activities. Enable Spell Checker on Tasks and Events Available in all Editions. Select this checkbox to enable the Check Spelling button when users create or edit tasks or events. The spell checker analyzes the Description field on events and the Comments field on tasks. Spell checker does not support all the languages that Salesforce supports. For example, Thai, Russian, and double-byte languages, such as Japanese, Korean, or Chinese, are not supported. Enable Email Tracking Available in Group, Professional, Enterprise, Unlimited, and Developer Editions. Outbound HTML emails are tracked by default if your organization uses HTML email templates.You can select or deselect this checkbox to control email tracking. If you disable email tracking, email tracking information for your organization is no longer stored. However, the HTML Email Status related list remains on page layouts and email tracking reports remain on the Reports tab. Show Event Details on Multi-User Calendar View Available in Professional, Enterprise, Unlimited, and Developer Editions. If your organizationwide calendar sharing includes Show Details or if you are the manager of another user in the role hierarchy, group calendar views typically display the details of users' events when you hover your mouse over the "busy" areas of the calendar. When you select the Show Event Details on Multi-User Calendar View checkbox, event details display on-screen rather than in mouse over text. This setting applies to daily, weekly, and monthly group calendar views for all users. Group calendar views include multi-user calendar views and public resource calendars. Note

Enabling this setting does not override calendar sharing. If a user's calendar details are not visible to other users because of calendar sharing or the user's position in the role hierarchy, this setting respects that lack of visibility. Enable Multiday Events
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Enable Multiday Events Available and enabled by default in all Editions. When this checkbox is selected, Salesforce supports events that end more than one day (24 hours) after they start. For information on creating multiday events, see Creating Events. For information on creating multiday events using the API, see the Force.com Web Services API Developer's Guide. Version 13 and later of the API is required. Describe the capabilities of Multiday Events (see above) - Multi day events can last up to 14 days

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Advanced Configuration Options (5%)

Monday, March 30, 2009 1:04 PM

Territory Mgmt, Client Mgmt, Adv Currency Mgmt Territory Mgmt Available in: Enterprise , Unlimited, and Developer Editions Territory 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 zip 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. Account ownership and its effect on record sharing remains valid and unchanged when territory management is in use. Territory management is not enabled by default in Salesforce. To request territory management for your organization, contact salesforce.com. You must meet the following prerequisites before enabling territory management: Your organization must be using customizable forecasting in order to enable territory management.

Key benefits of territory management include: The ability to use account criteria to expand a private sharing model. Support for complex and frequently changed sales organization structures. Support for transferring users between territories, with the option to retain opportunities. Multiple forecasts per user, based on territory membership. 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 and activities are not. What is a Territory? 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. Not only can you control access to accounts for users in each territory, you can also control users' access to the opportunities and cases associated with the accounts in the territory, regardless of who owns the records. For more information, see Territory Fields. What is a Territory Hierarchy? Territories exist in a hierarchy which you can set up with as many nested levels as you wish. For example, you could create a top-level territory named "Worldwide Sales" that has the child territories "North America," "Europe/Middle East," "Latin America," "Africa," and "Asia/Australia." "North America" might have the child territories "Canada" and "United States." "United States" might have the child territories "Western," "Central," "Southern," and "Eastern." Finally, "Western" might have the child territories "California," "Oregon," "Washington," "Nevada," "Arizona," and "Utah." To see an example, view this example territory hierarchy graphic. Note that territory hierarchies do not have to be focused on geography; they can be defined however you like. For more information, see Building Your Territory Hierarchy. How Do Territories Affect Forecasting? When you enable territory management for your organization, your forecast data is derived from the opportunities that are associated with the accounts in your territories. Users will have a different forecast for each territory to which they are assigned. For example, if you are assigned
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different forecast for each territory to which they are assigned. For example, if you are assigned to both "California" and "Arizona," you will have one forecast for the opportunities you have in "California," and another forecast for the opportunities you have in "Arizona." See Viewing Customizable Forecasts.

About Advanced Currency Management Available in: Group, Professional, Enterprise , Unlimited, and Developer Editions User Permissions Needed To enable advanced currency management: "Customize Application" To view currencies: "View Setup and Configuration" To change currencies: "Customize Application" Advanced Currency Management allows you to manage dated exchange rates within opportunities using Salesforce. Dated exchange rates allow you to map a conversion rate to a specific date range. For example, the exchange rate on January 1 was 1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42 AUD. Your opportunities that closed between January 1 and February 1 use the first exchange rate (1 = 1.39), while opportunities that closed after February 1 used the second exchange rate (1 = 1.42). Dated exchange rates are defined using a start date and a conversion rate. Each rate is in effect until either the end of time or the day before the next start date for that currency. The time between on start date and the next start date is called the exchange rate date range. These ranges can be as small as a day and as large as all of time. To enable or disable advanced currency management, see Enabling or Disabling Advanced Currency Management. When advanced currency management is first enabled, your existing exchange rates automatically become the first set of dated exchange rates. These rates will be valid for all time, until you define another set of exchange rates. For more information, see Editing Dated Exchange Rates. If you disable advanced currency management, all currency conversions will use the static conversion rate. See Editing Conversion Rates. Advanced Currency Management Considerations Dated exchange rates are used for opportunities, opportunity products, opportunity product schedules, campaign opportunity fields, and reports related to these objects and fields. Dated exchange rates are not used in forecasting, currency fields in other objects, or currency fields in other types of reports. If you enable advanced currency management, you cannot create roll-up summary fields that calculate currency on the opportunity object. All existing currency-related roll-up summary fields on the opportunity object will be disabled and their values will no longer be calculated. If your organization enables advanced currency management, you should delete any currency roll-up summary fields using opportunities and accounts or opportunities and custom objects. Campaign opportunity fields use dated exchange rates when calculating the amount in the campaign currency, but are not used when converting those amounts to the user currency. Cross-object formulas always use the static conversion rate for currency conversion.

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Review
Tuesday, March 17, 2009 4:41 PM

When transferring an account from one user to another, which of the following options are selectable? (select all that apply)

A. B.

Transfer closed cases (your answer) Transfer closed opportunities (your answer)
Transfer open activities (no)

C.

D.

Transfer closed activities (no)

The system administrator has created a new custom object and application. This individual now needs to populate the new object with 1000 records, which are formatted in a CSV file. The Import Wizard (Data Management --> Import Custom Objects) is appropriate for this task.

ANSWER: TRUE The Import Custom Object wizard will import up to 50k records. Mass transfer of custom objects, however, is not possible.

Other things to know: List the standard profiles Login hours and IP restrictions -set org wide or at user level? Time dependent workflow will NOT work with the "every time a record is created or edited" evaluation criterion.

To enable Advanced Currency Mgmt for an org, an admin must ENABLE MULTIPLE CURRENCIES (don't need to request from SF.com!)

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