Cloud Computing

Clouds
Sales Cloud
Service Cloud
Collaboration Cloud

Multi-tenancy
Automatic Upgrade
Pay-as-you-go
Real-time

Applications

Sales
Call Center
Community
Chatter
Marketing

Chatter
Chatter Free
Chatter Full
Salesforce Full User

Force

Appforce
Siteforce
VMforce
Heroku

Identity Confirmation
Authentication of logins
Trusted IP ranges
Computer Activation

Trusted IPs
Setup in Org admin
List of IPs that have activated for

Salesforce CRM
Used with cookie associated to the
browser

Computer Activation
When no cookie exist and unknown IP address
Two types: Web, API (outlook, integration)
Activation requires email notification with
verification code

User Interface Setup

Inline Editing (some fields not allowed)

Hover links
Mini-page layout
Console Mini View
Print view (1000 recs) no export to Excel
List view (2000 recs) with chatter feedback
Related lists (+hovers)

UI settings
Enable Inline Editing
Enable Hover Details
Enable Enhanced List

Enable

Collapsible
Sidebar

(drag-n-drop columns,
jump to page, inline
editing upto 250 recs)
Enable Printable List
Enable Related List
Hover Links

Chatter
Chatter auto-enable global
search
Enable Feed tracking
Allow email notification

Calendar

Sidebar

Setup

Enable drag-n-drop
on calendar view
Enable hover links for
task

Search Layout/Filters

Enable Enhanced Page

Layout Editor
Enable Enhanced
Profile List Views
Enable Enhanced
Profile User Interface

Cloud Scheduler
Create Activities (Standard

Customize search results

(columns and buttons)

Filters upto 10 columns

Object) and events, tasks

Button New Meeting Requests
on activities page
Scheduled => Confirmed
calendar event once accepted

Organization Admin
Company Profile
Multi-Currency
Advance currency setting = multiple

Company Profile
Language, Locale & Time

Zone (editable)
Licenses (billed on total
licenses vs active users)
Storage and used space
Primary Contact Address
(editable)

rates
Fiscal Year
Business Hours

Multi-Currency

Fiscal Year

Multi-Curr is an optional

Affects Forecasts,

feature request
Active currency: Org
Profile, User Pref,
Opportunity/Forecast
specific
Currency field is a
REQUIRED field where it
is added
Changing conversion
rates affects all existing
records, unless
Advanced Currency
Mgmt is used.
Advanced Currency
Mgmt turns OFF Roll-ups
Currency exchange rate
is calculated on the
CLOSED DATE of
opportunity

quotas, Reports
Standard Fiscal Year
= Gregorian calendar
(12month structure)
Custom Fiscal, break
it down by quarters,
weeks etc
Standard forecasting
doesnt work with
custom fiscal year,
need customizable
forecasting
Define custom fiscal
year AFTER current
forecast, update
product schedule/
forecasts when
custom fiscal year
changes

Business Hours
Different business

hours related to
timezones
Affects Case
escalation triggers
Can add holiday dates

Customization
List of Standard Profiles (enhanced profile UI

Dependent
Custom Fields Permission Sets
Picklists

User Profile
What users can see and do

with records (CRED

settings)
Standard Profiles CANNOT
be modified (not available in
Professional License: Sys
Admin, Marketing, Contract
Mgr, Standard User (CRED
own records), Solution Mgr,
RO
Chatter Free, Chatter Mod,
Chatter External User
Apps: Assigned Apps,
Objects and Tabs (Field
level Security), App Specific
Permissions (e.g. transfer
cases)
System: system
permissions (e.g. modify
all), Login hours, Login IPs

setting ON to customize)
Permission sets (Set to a USER, up to 1000 per
org)
Standard vs. Custom Fields (standard cannot be
deleted but can be removed from page layout)
Dependent Picklists (allows data accuracy)

Custom Objects max 500

fields
Changing fields types
can affect data loss:

to/from date or date/time

to Num
to Percent
to Currency
from Checkbox
from Multi-Picklist
to Multi-Picklist (except
Picklist)
from Auto Num
from text Area

Deleted fields definitions

will be deleted
(permanently after 45
days)
Deleted fields still count
until its permanently
removed from recycle bin

Associated to User
Provide GRANT

Standard picklist can

ACCESS not denials

Can create 1000
permission sets per
org
Users, Objects, Field,
Service Provider,
Apex Class &
Visualforce

ONLY be Controlling
Field
Maximum number of
values in controlling
picklist: 300
Field Types:

Standard Picklist: C
Custom Picklist: C/D
Custom Multi-Picklist: D
Standard Checkbox: C
Custom Checkbox: C

Customization II

Custom Lookup fields

Formula Fields
Page Layouts, Related Lists (required set in page layout)
Record Types
Business Process
Field Level Security (FLS)

Lookup Fields Formula Fields

Lookup a value in another

object (25 custom/object)

Unlike Master-Detail
relationship, doesnt affect
deletion, ownership or
security
Defined with lookup
relationship:

Standard to User
Standard to Custom
Standard to Standard
Custom to Custom
Custom to Standard
Custom to User
CANNOT User to Custom/
Standard

Lookup filters based on

fields to/from object, also

profile and roles
Filters: Required = must
match one record (5 per
object limit), Optional =
can enter a new nonmatched value (no limit)

Can reference

standard, custom or
other formula fields
(up to 10 levels deep)
Cannot reference
themselves
Fields referenced in
formulas cannot be
deleted.
Automatically
calculated, RO and
doesnt update last
updated field. Not
visible on edit pages
NOT available in:

Offline Edition
Not Searchable
Not for Lead conversion
Data Export

Record Type /
FLS / History
Business Process
Record Types associated to
different page layouts
NOT available in
Professional Edition
Business Process (needed
if you create Record Type
for the 4 objects):

Sales: Opp Stage field

Support: Case Status field
Lead: Lead Status field
Solution: Solution Status
fields

NOT available in

Default selection set up in

My Personal Information
setting allow skipping the
jump page
Web-to-Lead or Web-toCase will set the type to be
the default value
Can create on ALL except:
Home, Forecast, Docs,
Reports, Console, Web

Professional Edition
CANNOT be used to
make field REQUIRED
Associated at the Object/
Profile level NOT UI
History Tracking, up to 20
standard/custom fields
Can view new/old value,
however for Multi-Select
and large text field values
are not retained only that
they are modified
FLS is Object level then
you overlay the Page
Layout UI setting

Security & Access

Users: unique username, associated to a profile, optionally to

settings, the minimum

level of access
Setup in Security
Controls->Sharing
Settings
Record Owner (user or
queue with view/edit/
transfer/delete
capabilities
Private: Only record
owner and users above
role hierarchy RW
Search/Report
RWT: Read/Write/
Transfer (change
ownership)
Default Access:

Lead: RWT
Account/Contract/Asset:
RW
Contact: Controlled by
Parent
Opp: RO
Case: RWT

Account / Sales
Teams / Manual

Roles / Sharing

OWDs

OWDs are restrictive

ONE role, must have full salesforce license or chatter free

Organization-wide defaults
Role Hierarchy / Sharing Rules
Account / Sales Teams / Manual Access
Folders Access for documents, reports, templates dashboards

Roles allow vertical up

visibility up the hierarchy of

data owned or shared by
subordinates
Exception for Contact
records marked private
Users in the same role/level
DO NOT see each others
records
Opp reports, Forecast roll-up
require users to be assigned
a role
Needs to set Grant Access
Using Heir in OWDs
Sharing Rules: Who Owns
IT, Who Should See IT
Sharing Rules allow access
to data not associated with
Role Hierarchy
Criteria based sharing e.g all
opportunities in certain
region with specific product
Solution CANNOT be shared

Manual Sharing per record

basis
Anyone above role hierarchy
can manually share a record
Sales Team: For sharing and
reporting
Sales Team: Can have a
default (defined for user),
automatically added to
users Opportunity
Add Default Team add the
Opp Owners default team,
NOT the user clicking the
button
Owner and Anyone above
role hierarchy can add a
Sales Team
Must have at least RO
access to Opps Account
Display Access shows all
access regardless of how it
was acquired

Folders
Defined as R or RW
Access is Explicit i.e.

does NOT roll up through

role hierarchy
Documents do not have
version control
File Size limit of folder
5MB
Search documents in
Global Search or
Document search

Workflow & Workflow Approvals

Used to Send Email Alerts, Assign Tasks, Update Field Values,

Send Outbound APIs and execute Time-Dependent Actions

Components: Rule + Actions + Time-Dependent Actions
Time-Dependent WFs
Tasks / Email Alerts
Workflow Approvals

Components Time-Dependent
Triggers do not affect

already saved records

Define: Created,
Created/Updated,
Created/Updated & Did
not previously met
criteria
Actions: Email Alerts,
Tasks, Field Updates,
Outbound Msgs
Field Updates: Apply a
specific value, blank or
calculated formula
Field Update: For record
owners chose the
records to be assigned,
for Case/Lead it can also
be a Queue
Can create update field
on parent record (even
with M-M relationships)

Used to send email

reminders, notifications of
opp closed dates and notify
support of open cases with
certain SLAs (prior to
escalations)
Max 10 time triggers per rule
Max 40 actions per time
trigger
Required WF default user
set up before time-based
rules
Precisions: Hours & Days
CANNOT convert Leads
CANNOT create time
dependent action for a rule
with Every Time the record
is updated/created
Monitor pending actions in
Setup->Monitoring->TimeBased WF

Tasks / Alerts
Tasks: May be assigned to

User, Role, Owner, Creator,

Sales/Account Team
Tasks: tracked in Activity
History and be reported on
A single task CANNOT be
assigned to a role/team - it
will be assigned to owner
instead
Due date for tasks are in
time zone of assignee
Due date for tasks is
calculated in calendar days,
NOT business day
Alerts NOT tracked in
Activity History
Alerts can be reused within
the same object
Big Deal Alert can be used
to send email to users based
on Opp stage field (for PE)
WF is NOT available for
Professional Edition

Approvals
Approval process: Initial

actions that occur,

approval request
notification, approver
assignee and approval
response (reject/
approve)
Formula based logic that
can use USER fields in
the formula
Skip approval steps if
needed
Can be recalled anytime
Jump Start Wizard to
create a one-step
approval process
Can be enabled in
chatter for approving an
rejecting
Can have parallel
approval process: first
response vs unanimous

Data Validation & Data Utilities

Validation
Validation executed

before RECORD is
saved (executes on the
server)
All active validation rules
executes at the same
time, multiple error
messages may be
displayed
Standard validation i.e.
required field, data type
enforced first then
custom validations
Enforced on:

All Objects (except

forecast + territories)
Data Loader (Import) and
APIs
Lead Convert & Record
Merge
Offline, when synced to
server
Web-to-Case, Web-toLead

Validation Rules Enforcement

Required and Unique Setup
Import Account / Contract
Mass Delete / Mass Transfer (recycle bin
stores data for 15 days)
Data Loader / External IDs

Required / Unique Imp / Del / Trans

Required property is only on

Custom fields, certain fields

(text, number)
Required fields CANNOT be
removed from Page Layout
Required fields CANNOT be
RO
Required on ALL Record
Types
FLS is overridden in Edit
Mode
Existing Data is not enforced
unless records is updated
Unique property is only on
Custom fields
Once enabled unique ness
is checked against existing
data
Can have case sensitive

Import Wizard:

Account (matched on Account

Name + Account Site)
Contacts (matched on email)
Leads (matched on email)
Solutions (matched on
Solution Title, Salesforce ID
or External ID)
Custom Objects (matched on
Solution Title, Salesforce ID
or External ID)

Standard users can import

500 accounts or contact per

session
Sys Admin 50,000 accounts
contact, leads, solutions,
custom objects
Can enable / disable WF
rules during import
Back up by Exporting data
before Mass Delete
Mass Transfer Accounts,
Leads, Custom objects

Data Loader
Data Loader is an

example of API import,

also available with open
source apps
External ID are case
INSENSITIVE, No
unique constraint
enforced, 3 fields per
Object (text, num, email)
Used to search, prevent
duplicates with import
wizard, make Upsert
when synchronizing with
external data
Requires Modify All
Data access to see link
Requires API client
activation with Security
Token (sent via email)
Activation: Username /
Password+Security
Token

Reports & Dashboards

Reports

Report Types: Table, Summary, Matrix

Report Folders and visibility
Report Filters
Summary Formulas
Chart Types and Conditional Highlighting

Folders / Visibility

Standard Report can be Folders can be public,

customized but not

overwritten or deleted
Custom report normally
built from cloning
existing reports and
saved in custom,
personal folders
Users must have access
to report folder and run
reports
Reports run in real-time,
saving reports saves
parameters not data
Tabular report: data
without subtotals
Summary report: choose
sub-groupings
Matrix report: horizontal
and vertical summary

private or accessible to
select users
When you have View All
Data set you have the ability
to see hidden / not shared
folders
Data visibility is retrieved
from objects and fields
normally visible to them
Reports are accessed:

Reports Tab
Objects Home Page
Custom Links on Sidebar
Report URL
Scheduled Email

Report Builder allows drag-

drop of fields and preview up

to 50 live records. Add
charts etc.

Filters / Summary
Formulas
Add up to 10 filters per

report
Use Filter Logic of AND or
OR to set different filter
fields (e.g. 1 AND 2, 1 OR
(2 AND 3) etc.)
Filters are added directly in
the report builder
May use Special Date
Values in Report Filters:

yesterday, last week, today.

this month, tomorrow, next
quarter
next/last n days
next/last n quarters
next/last n years

Add up to 5 summary

formulas (numerical fields)

in a report
CANNOT reference other
summary formulas
CAN reference formula
fields (10 levels down)

Charts /
Highlighting
Highlighting threshold

conditions in summary
(first) and matrix reports
3 ranges per report,
Only applies to summary
rows and numerical
analysis
Charts:

Horizontal Bar: Many Items

Vertical Bar: Fewer Items
Over Time
Line: Over Time
Funnel: For Sales Process
Pie/Donut: Compare Share
(+ with Total)
Side-by-Side Bar:
Secondary groupings
Stacked Bar: Totals and
proportions
Stacked 100% Bar:
Compare proportions
Grouped Line: Secondary
grouping over Time
Scatter: Plot two numerical
summaries (vert / horiz)

Reports & Dashboards II

Print / Export

Schedule / Email
Schedule a future report

run and have it

automatically emailed to
the users who needs it
Schedule Future Run is
not available in the
report builder - you must
run a report first
Determine the running
user (visibility of data in
the report)
Running user must have
access to the folder
where the report is
saved
Email Recipients must
have access to the
report folder
Report is email within
30min of the Preferred
Start Time

Scheduling / Email Reports

Print / Export Reports
Custom Report Types (CRTs)
Dashboards + Dashboard Filters

Printable View creates

an .xsl file to be saved or
opened and printed
Printable View preserves
formatting, groupings and
subtotals
Export Details creates a .csv
or .xls file
Export Details DOES NOT
preserve the formatting,
grouping, subtotals
Export Details used to mass
update or move data
Both Print / Export buttons
are not available in the
report builder - you must run
a report first

CRTs

Build a basic framework

which users can create
reports from
CRTs are used to build
relationships for reports
from standard and custom
objects
Create with or with or
without relationships
Limit fields, re-name them
to be available to be used
in the report
Use CRTs for Users
Objects and the Primary
Object to include records
owned by, created by or
modified by a users

Dashboards
Chart Data from multiple

reports, can have up to 20

components
Can use Visualforce pages
(from other data sources)
Has running user / run as
logged in user to determine
what data is visible (set when
creating the dashboard)
Running User overrides
sharing model and allow data
to be seen as the running
user, but once they click on a
dashboard component the
only see their own data in the
resulting report.
Displays the last time is was
refreshed
Can be scheduled to be
refreshed and emailed
automatically
Dashboard can create a
static snapshot which can be
posted (matrix type NOT)

Marketing Admin

Campaigns

Leads
Business Card

information, via Web

Created: Manually,
Import Wizard (Only
Marketing User can
import), via API, Web-toLead
Lead assignment via
rules Queue or User
Add Record
Owner (user or queue)
column to the import file
to specify Lead Owner
(recognized in the
Wizard)

Lead Management
Campaign Management
Queues and Automated assignment
Lead Conversion

Marketing user has CRED

access to campaigns, the

rest has only RO (+run
reports)
User must have Marketing
User checkbox selected
Campaigns have hierarchy
to allow roll-up of summary
fields. Max 5 levels.
Campaign member is a Lead
or Contact record
Campaign member can be
edit, deleted, cloned, convert
the Lead or create
opportunity for contact
Email alerts created when a
campaign member is added
(CANNOT create a Task)
Opportunity can be linked to
multiple campaigns that
have influenced it, ONLY
ONE can be primary source

Queues
Queues are created in

Managed Users and are

like users
Queues can have
associated email
addresses
Lead Queues are virtual
storage bins to group
lead based on criteria
(e.g. industry, campaign
etc.)
Every queue member
has visibility to that lead
in the queue
Assignment is based on
first rule that it meets
(rules are ordered
sequentially)
Web-to-Lead has autoresponse with Email
templates (daily limit of
1000 for an org)

Lead Conversion
Lead information is mapped

to Account, Contact,
Opportunity objects
Data validation is used to
ensure properly completed
Leads can be converted
Custom fields can be used to
add to the mapping but they
may only be mapped to
custom fields on the Account,
Contact or Opportunity
objects of the same field type
Lead conversion creates
Account, Contact &
Opportunity (unless you opt
out of creating an
opportunity)

Service & Support

Case Processing / Assignment

Escalation
Solution Management
Self-Service Portal / Customer Portal
CTI Integration / SoftPhone / Reporting

Cases
Cases are created:

Online: Web-to-Case
Call Support
Email-to-Case (based on
template)
Call Sales (unrelated call)

Cases can be routed

automatically to queues or reps

Case Teams allow more than
one user to help resolve the
case
Cases can have hierarchies
Mass update related cases,
quickly close, reassign or
change status of related cases
Case team members can have
different level of access to
cases (RW or RO)
Case Queues can be grouped
into criteria like Skill, Product
Cat, Customer Type, Service
Level
Auto responses rules to
determine which email
templates to use

Solutions

Escalation
Case Escalation are auto

assignment (queue, user) of cases

and email alerts to users
Case teams can be escalated with
rules, e.g. if the case is in the queue
for longer than 48hrs
Error-proof rule always create a last
rule entry with no criteria
Escalation rules are evaluated every
time save a case. Rules are
evaluated in sequence order
Business Hours determine when to
escalate the case, depends on time
zones
Case can only refer to ONE
business hour at a time.
Can set holiday hours also

Solutions are low cost way to start

knowledge mgmt

Content: too for creating,

collaborating sharing information

Answers: peer to peer knowledge
base created by the community
Knowledge: based solution
capturing and publishing process
Solutions are organized in
categories, with sub-cats
Suggested Solution allows up to
10 relevant solution that may help
with case
Suggested solutions based on
word frequency, word similarities
(not just via keyword searches)
Multi-lingual is supported

Console
Consolidation of related data on ONE screen
NOT for occasional users (Users who use it

for more than 3hrs a day)

Console Layout Assignment via Profiles
Can view/edit data (accounts, contact, cases,
opportunity etc without switching back and
forth

Layout / Navigation
Items on the Console:

List View
Detail View
Mini View
Call Sales (unrelated call)

Set up in customize->console

layout
Set up object in mini console
view to add object relationships
in the area right of the detail
view
Mini Page layout determines
which fields will display in that
area

Profile Assignment
A userss profile determines which

colsole layout is seen

Setup->Customize->Console->Console
Layout
Console Tab can be added to custom
apps

Service Cloud
Console

Only users assigned to the

Service Cloud can use the Service

Cloud console
Work with fewer clicks, spot
important fields on records
See records with related items on
a single screen
Enter notes on each record in an
interaction log
Access SoftPhone in footer

Extending Salesforce

Define custom objects and sharing model

Standard / Custom Relationship Types
Roll-up Summary fields
Custom Tab, Web Tab
Build Custom App

Object / Sharing
Must have Customize

Application permission
Custom object security
controlled in OWDs / CRED
settings
Custom objects are reportable,
need new reports
Track History of audit fields
Restore deleted definition /
data up to 45days
Can have sharing rules and
manual sharing also
Can have queues associated
to custom objects
Custom Objects must be
associated to profile to be seen
by users

Custom Tab /
Web Tab / App

Relationship Types
Standard Relationship Type:

1:M
M:M

Custom Relationship Type (Master-Detail):

Child auto deleted when parent is deleted

Sharing inherent from parent
Lookup field on child is always required
Lookup field on child becomes RO when
record is saved
Need both parent and child for reporting

Many-to-Many: Junction objects allow M:M

relationship
Deleting either parent will delete detail
record
Both parent objects can have Roll-Up
summary from junction objects
Junction object CANNOT have child
objects
Junction object data CANNOT be imported
with Import Wizard
Master-Detail-Sub Detail: for Standard
objects can have 2 levels of sub details,
for custom can have 3 levels of sub detail
Custom Object CANNOT be master of a
Standard Object

Integrate External Web resources

Custom App is a logical grouping

of Tabs
PE up to 5 apps
EE up to 10 apps
DE up to 10 apps
EE 20 roll up summary fields on
custom object